The Room Place

On 01/01/2021 my wife (Jeannie) and I (Stephen) found a lovely sectional at the your store on the southside of Indianapolis, IN. The store is located at 7609 S. Shelby Street in Indianapolis. Almost a mile and a half N of Greenwood, so I have no idea how you claim it's a Greenwood store?

We purchased the sectional under Customer #[protected] for the amount of $4, 432.23 on 01 Jan 2021. We had a MOP price hold on the Prescott 5 pc Power Sectional w/power adjustable Headrest (one... armless power recliners) and the 5 years warranty with the upgrade KB ZA13.

The paperwork given to us shows the pickup address at 8301 E. Washington Street. Indianapolis, IN 46219. Estimated In Stock... Date 16 Feb 2021.

Over a week after the estimated In Stock date, 24 February 2021, at approximately 3:00 pm I called [protected] and spoke with a very pleasant young lady asking her to verify that our furniture had been delivered to the 8301 E. Washington Street Store. This has now been six weeks after the purchase. The nice lady on the phone said the sectional was not in stock.

This revelation now presents the problem. We were told the items were in stock at the time of purchase on 01 Jan 2021. I recall thinking that if the sectional is at the 8301 E. Washington Street store, and we live in New Palestine, IN why did we have to wait 6 weeks for delivery? So we decided to wait. We sold our old furniture. Had the inside of the house painted. Had the carpets steam cleaned in anticipation of highlighting our great room with new 'Liquid Repair' and new furniture. Everything was on schedule until today.

When I called today, 24 February I thought I was being courteous in verifying that the sectional was available for pick-up on Thursday, 25 Feb 2021. This is the date I was told it would be ready. The 5 pc sectional that we had purchased six weeks ago. I thought this advanced 'heads up' might give someone time to prep our purchase for easy transfer to my truck/trailer. I also had individuals who set aside their time to assist me in recovering the furniture.

The manager at the 7609 Shelby Street store explained that it is company 'policy' to notify the customer of any delays of merchandise by E-mail 3 days before pickup or delivery. I did not receive any such notification. My E-mail is plain and accurately listed on the invoice of the purchase agreement. The manager went on to say that a new target date for the furniture to arrive is 19 March 2021. Obviously that is another month out. That leaves us with no furniture for 2.5 months. I do not understand this? I
believe we have been very patient. Uncharacteristically my patience ran out today. How are customers supposed to have confidence in the contract or the company when the small print is designed to cover their tracks when times and deadlines are not met? If there are floor models at the stores, shouldn't that model be in stock?

Opinion:

As far as a resolution to this issue, I highly doubt this complaint will get me any satisfaction. 10 weeks to get our furniture seems like a very long time. And there's no guarantee that I can see that the sectional furniture will not be delayed again... and again.

I am not impressed with these developments. Eventually we will get our furniture, and hopefully enjoy it for many years to come, but this story won't end here in this complaint column. It will be a topic of conversation for some time to come.