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Review content:
My husband and I purchased a bed and paid for delivery from the RTG showroom in Durham, NC. When they arrived the hardware was not included in the packaging so the team could not put the bed together. Being that we already removed our old bed, I wanted to get something resolved before the delivery team left. I called and spoke with the Manager, Brian, and his suggestion was for ME to drive out to their location and pick up a bed frame so that we werent sleeping on the floor, until they could order the hardware. To me that was unacceptable. He also told me there was pretty much nothing he could do for me and that I needed to realize that I was calling him at 5:45pm. After telling him, I needed this to be resolved asap, he told me to give him a few minutes and he'd call back. When he did, he advised me that HIS cst service rep was already gone for the day(it was 5:45pm) and that I could call the 800 number but HE WAS NOT ABLE TO!! I was completely taken aback that a store manager would speak to a customer in that manner. My husband became involved and when he called, he was told the manager was busy and couldn't come to the phone. My husband called back and advised them to send the delivery team back out to pick up the furniture because at that point, we didn't want to do any further business with them. the 800 customer service number shuts down at 6:00pm and when my husband called them, the person who answered the phone advised, ""they were leaving for the evening so it would have to be looked into tomorrow."" This matter was reported to the customer service supervisory team. I am baffled as to how people like this work in customer service. A simple solution to our problem would have been for an employee to bring the bed frame out to us, so that we were not inconvenienced any further and set up for a service tech to come out with the hardware and put the bed together the next day. Room to Go in Durham, NC on Chapel Hill Blvd has the WORST customer service. The manager was condescending, arrogant, and spoke as if he could do nothing for me. Having experience of being a retail manager, I know all managers have the autonomy to make their own decisions that work in the best interest of the customer. All of his suggestions were convenient for him and not to us. For a company that states, ""We are committed to your satisfaction,"" they were not. I would never recommend this location, as long as they are under the same management, to anyone!!!!!!!! Companies need to understand that when people spend their hard earned money, we expect to be treated with respect and courtesy. That's not asking for much!!!!!
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