Daniel C. of Houston stopped in at Gallery Furniture today and while working with Gallery Furniture salesperson Jimmy Tran, had some choice words about another furniture store - namely Rooms-To-Go. Turns out, his promised next day delivery was a bit longer than "next day." According to Daniel and his life partner, it was a nightmarish experience that stretched upwards of three weeks. And Rooms-To-Go never got the order right with three weeks to work on it.
"I went to Rooms-To-Go to grab a bedroom set. Very simple bedroom group, a nice sleigh bed that we saw, and we paid by credit card and left, and figured everything would just fall into place. We paid about $110 for delivery and nothing went right - at all."
Turns out that the first let-down by Rooms-To-Go was the delivery. "They told us it would take about two weeks," Daniel continued "well, two weeks went by, and when the delivery driver showed up at my door there was a sleigh footboard, all right, but a panel headboard. Same manufacturer, I think, but this was not the bed I ordered."
Daniel then did as the Rooms-To-Go delivery driver told him: "Call customer service!" So, naturally, Daniel wanted some resolution to the whole thing after waiting two weeks. "I couldn't believe this was happening, so I called the Rooms-To-Go Customer Service and customer service I never got. When I told the lady on the phone what happened, she told me to use the panel headboard that I had, it would work fine. When I explained to the woman that the rails don't match up and won't hook to the panel anyway and now I will be sleeping on the floor she pointedly said 'Well, that's not MY problem.' And then she hung up on me."
Shocked and angered by the rude Rooms-To-Go customer service line, Daniel and his partner drove up last Saturday to the Rooms-To-Go store and spoke with their salesperson and then the sales manager. "Honestly, I was not angry at the saleslady or the manager, I was just so upset by the whole lack of caring. So, I told the manager what was happening and he asked me if I called Rooms-To-Go Customer Service line and I said to him 'I called what you said was customer service, but that is not at all what I got!'"
Daniel then did what anyone would do and what all Houstonians deserve, he wanted immediate delivery of his furniture. The manager told Daniel the best that Rooms-To-Go could do was have the new headboard by Wednesday. At this point, Daniel brought up the commercial that was playing on local Houston television stations that said "Rooms-To-Go has next day delivery!" - the response the store manager gave Daniel left him floored.
"The manager at the Rooms-To-Go told me that their next day delivery has 'Provisions'! Provisions? Why? It says 'next day delivery' and they should stick with it. But no, the provisions are stuff like 'you must order by 2 p.m.' and 'it must be in stock' and 'there cannot be any inventory changes' and all these things I can't control anyway. So what's the point of Rooms-To-Go even telling me they can have it the next day when they can't? Honestly?"
Deciding to resolve the issue without more hassle, Daniel made Rooms-To-Go a very simple and direct offer: "I told them, if they don't have that headboard by Wednesday they can come and get their crap outta my house. Well, I didn't say crap, but you know. So, when Wednesday came, they said they would be there by about 10:00 a.m. - well, it took Rooms-To-Go delivery til 4:15 to get there, and the sleigh headboard was cracked and split right down the middle."
This was the last straw for Daniel. "Unacceptable. So I decided to do some research. Did you know that in the short time Rooms-To-Go has been in business they have already accumulated over 240 formal complaints with the State of Texas and the Better Business Bureau? You know the driver said something that really blew my mind when they delivered the broken headboard, the Rooms-To-Go driver said that his truck had 47 stops to make that day. Of the 47 Rooms-To-Go stops, only ONE of them had a complete delivery. ONE of them. He told me that the other 46 stops were things like no parts, incomplete sets, wrong pull by the Rooms-To-Go warehouse, wrong colors sent out, you name it. I felt bad for the driver because he was just a contractor and could only get paid on completed stops, so all his work that and he only got paid for one stop because of Rooms-To-Go."
In the end Daniel had his credit card company reverse the charge. "I told Rooms-To-Go to come pick their junk up. It's still in my house. It's all still in boxes - Rooms-To-Go does not offer to assemble furniture. When they tried to make a schedule to come pick it up I told them absolutely not - that this time, they would work on my schedule. I decided to come to Gallery Furniture."
So what did Daniel pick out at Gallery Furniture? "A sleigh bed. What I wanted from the start." (Daniel pointed at one of the solid wood Sumter bedroom groups). And with same-day delivery, drivers employed and working for Gallery Furniture, and in-stock merchandise Daniel will get that sleigh bed today. With Gallery Furniture's great customer service, you don't have to sleep on a backorder slip because backorders don't live here at Gallery Furniture. So, Daniel will get what he wants on time, in his house, and fully assembled.
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