The Room Store NO ONE in this company cares about the customer!! DO NOT give them your money!! ripoff Glendale Arizona

My 9 yr old daughter and I were looking to replace her bed, my husband had just passed away and we were needing some change.

We placed our order for a loft bed the end of September of 2002.

The salesgirl told us it was out-of-stock due to a strike with the import laborers and could be as long as 6 weeks. Even though we wanted the bed yesterday, we decided to wait.... and wait.... and wait.

9 weeks later, around the beginning of December, I finally called. Oh yes, bed had just come in. What a coincidence. We set up delivery for 12/7/02. I gave them my cell phone # to call me enroute to delivery as I had holiday family baking day and was just around the corner. Even when they called to confirm delivery the day prior I made sure they had my cell # to call.
She assured me they would and gave me a del window of 10:00 & 12:00.

On saturday, 12/7, it was a little after 12:00 and no call, so I went home to check whats up. Wouldn't ya know there was a call on my answering machine from the delivery guy asking how to get to my house. I called the delivery # and was told that he had already been here and left. She could not tell me why they did not call my cell #. She gave me the delivery drivers # and I called him to see if he could come back. When I had to give him directions how to get here I knew he had not been here already

So they arrived about 1:00 and proceeded to take bed into room and were supposed to assemble the bed. Some of the bed got left in the garage and some in my daughters bedroom when they informed me they don't have the right hardware for the bed.

Keep in mind my daughters old bed is disassembled and the room cleared, so now she has no bed.

Well Mario ( the main delivery driver )asked if he could use my phone to call whomever he called and talked to for 20 minutes.
He told me that another driver would come with the correct hardware later that day and assemble the bed. They could not get out of the house quick enough, they were pleased as punch they did not have to assemble this bed.

So we waited.......waited.........and finally about 4:00 2 guys in a little car pulled up and still did not have the right hardware. He proceeded to call someone from his own cell phone, after about 15 minutes he told me that someone from Customer service would be calling me that evening. He proceeded to take what hardware I did have, and I tried to stop him and he said for security reasons he needs to take it. Some of the hardware was correct, this bed called for 32 - 4.5 inch screws, they had about 20-2 inch screws But now I had absolutely no hardware. It was just the screws that were incorrect, the rest of the hardware was okay.

I was now thinking of just buying the right screws myself and assembling the bed, but could not do that because he took all of my hardware.

I never heard from customer service that evening or Sunday morning until I called about 12:00, when I finally got through
to Darion, whom was very polite. I stated that I wanted my hardware back so I could go buy the right screws and do this job myself. Darion started to tell me because of security reasons he could not........I interrupted him and told him I would get my security involved & said that I had paid for that hardware and that was my hardware and there is no security breach of any kind taking place. He said he would have to locate the hardware and call me back. Half hour later he called and said he located it but I would have to drive to the warehouse to pick up. I was willing, but this was not around the corner, it was across town about 40 miles round trip.

Darion stated that he was going to order the correct hardware from the manufacturer and it would take about 2 weeks.

I proceeded to assemble this bed ( I used to sell furniture for a number of years and along with selling it we had to assemble it also )so I have experience or I would have never taken on this job. I had to redrill 4 - good size holes that were not alligning up properly, I had to plane the side rails so they would fit and the slats for under the mattress were laying in my garage in 8 foot lengths. So needless to say I had to cut them down making 10 slats for 2 twin beds.

Called Darion on 12/20/02 to check on hardware and he said that they sent 12 screws and I reitterated that I needed 32. He said he would have to reorder and another 2 weeks.

received 21 bolts from Darion on 1/8/03. Still not enough. We were going on 4 months since we ordered bed.

So I placed a call to the store manager Cecil Doolittle. Lo & behold he was not in and 3 more calls to him within the following week, he was never in to take my call nor did he ever return any of my calls.

The last call I made to the store a gal asked me what I needed and after my story she told me to call customer service and talk to the manager Mr Tim Walters.

4 calls later, 1st call 1/3/03, 2nd call 1/7/03, 3rd call 1/10/03
4th call 1/13/03. Never a return call. What kind of customer service is this? What kind of customer service manager is this.

So I tried Cecil Doolittle 1 more tim, of course he was not in.
This time another gal answered and asked my problem, she got an eearfull. Later that day a gal from customer service calls and I had to explain again the problems with the hardware. She said she would get back with me and we played phone tag for 2 weeks. Every time I called her I would leave her a detailed message with my 3 phone #'s and when i would be at those #'s. So nearly impossible to miss me. She would call the opposite times I would give her. She'd leave a message at home, when I clearly told her what # to reach me at, at that time. So she was deliberatly not trying to reach me.

At this point I could not believe the run around and the total lack of concern and not 1 of my phone calls returned. I had thought up to this point I had been very patient. It is now February of 2003, 5 months since I had ordered this bed.

I went into the store the first week in February and sought out my salesperson and she brought me to Cecil's office. How lucky I was that he was working that day unlike all the other days I had tried calling. I, knowing he was probably there most of the time.

I unhappily told him my ordeal and dilemma with this whole mess and how sickened I was that noone in this organization gives a d**n once you have collected our money. I asked him why he never returned my calls and he said he thought I had been taken care of. i told him that was a lame excuse and that I wanted some money refunded to me for this whole mess. He was oh so apologetic, and he scheduled for a delivery driver to come out the follwing saturday with the correct hardware and to reassemble the bed. He also so generously saved me a whopping $100.00. ( Oh boy, I spent $1300.00 )I got a call through the week that they could not deliver Saturday it would be the following Saturday. What a surprise !!!!

When they finally showed up the following Saturday, I did not even want those guys in my house let alone in my house for 2 hours assembling the bed, so I took the hardware and told them they could leave and did not have to assemble it. At this point I was a pro at assembling it anyway.

The lack-of and the incompetence of customer service is appalling.
It's actually nonexistant.
I will NEVER EVER do business with this company again.

Susan
Phoenix, Arizona
United States Minor Outlying Islands

Click here to read other Rip Off Reports on RoomStore