Rooms To Go

We purchased furniture Monday from Rooms To Go Furniture Store - The Woodlands and it was to be delivered today. The delivery was free as they advertised. Their associate, Michael McMahan, was notified 3 different times when we purchased the furniture that we live in a townhouse and our house is on the second floor. The bottom floor is the entryway and garage. He assured us they would bring our furniture to our second-floor living space. They would not set it up or unbox it but they would bring it upstairs. Welllllll low and behold, they show up and will not bring it upstairs. I spoke to their delivery manager who basically informed me their sales associate was wrong and they were not bringing it upstairs. I spoke to one of their store managers who informed me of the same and I could return it but they were not bringing it upstairs and also, that "my order was locked" and they could not refund my money until it unlocked and it would be an additional 48-72 hours after it was unlocked to receive a refund. She put me on hold and no one returned. I called back and spoke to Mark, another manager, who informed me of all the same. He stated, he could not "verify the validity of my conversation" with Mr. McMahan. I asked if he did not have a phone number for his employee to contact him which he wouldn't. He hung up and then called me back to state they would set up a different date, 4-5 days from today, to redeliver my furniture. I declined. The rudeness and unprofessionalism this store has were beyond any experience I have ever had. We walked in, knew what we wanted and paid for it. They have our money and the furniture and we have an empty living room. I will never purchase another thing from this company. The unprofessionalism and disdain for customers are unlike anything I've ever seen. I have filed a complaint with the BBB.

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BBB of Greater Houston and South Texas
1333 West Loop South, Suite1200
Houston, TX 77027
Phone: [protected]
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Email Address: [protected]@bbbhou.org
Website: www.bbbhou.org

On May 15, 2011, I came in to the to purchase a living room set, using the Rooms To Go credit card I was pre-approved for. Jill was nice enough to show me around and answer all me questions. She advised me that the set that I was getting had the table set on back order and will be available after the 1st of June 2011, but everything else can be shipped as soon as possible. She processed the card and advised me that I needed to pay for the taxes and the delivery fee separately from the based cost of the furniture. I was not prepared to pay for the tax and delivery charges, she said she is can hold the furniture for me using my credit with RTG and instructed me to come back as soon as I am ready to arrange the delivery for the furniture.
Two weeks pass (5/27/11) and I was ready to pay the taxes and delivery fee, I was told by the clerk at the finance office that I will be receiving my furniture in three delivery, with the sofa sleeper July 7th, 2011, but she assured me that this will not be the case, she will send an email to the buyer to request for an earlier release date. Now this is when the headache started, a week later I called back to follow up on the buyers response and was told by Christine that since we just had a holiday the buyers did not have time yet to response and that she will call me back the next day. The next day no call back, I called again and got Susan on the line and was advised that she has not received a response from the buyer and promised to call me back the next day. No call. On the third attempt I finally got a supervisor and she was able to move the date earlier on the 24th of June and promised to call back to report on her attempt to get the delivery date earlier. No call back.
Here is my point of passion, I do appreciate being misled by my sales clerk using terminology such as placing your furniture on hold, because I know for a fact that the computer would flag or notify her, such as what happen with the table, that the item is on back order. I have a feeling that the furniture was available at the time of order and was just sold to someone else, while waiting for me to set up a delivery date. The part that upsets me the most is that the customer service I received in attempting to receive my furniture, was poor, lack of understanding, and careless.