Kelcie Cox

Review of The Roomstore

If it were up to me, I'd literally give this place...

If it were up to me, I'd literally give this place 0 stars. I purchased a sectional during memorial day weekend, but ended up finding one that I liked better somewhere else. You'd think the cancellation process would be smooth and easy, but it was an absolute nightmare. It took 19 business days (27 regular days) for me to receive my fairly hefty refund ($$$$) because of a lack of communication on the store's behalf and corporate. Just to break down the timeline, on 5/27 I purchased the furniture. That night (5/27) - I cancelled the order and spoke with 3 different people at the store about the cancellation and refund; they said it would take a while for processing. On Wednesday (5/31), I email customer service requesting an ETA on the refund and they say 7-10 business days for credit cards; up to 21 business days for debit cards. I used a debit card so I'm like sheesh 21 days is forever, but I can try to be patient. 19 business days go by (almost a month) and I still don't have my refund so I get worried. On 6/22, I call customer service and discuss the refund only for them to tell me that I was supposed to be notified by the store to come in and swipe my card to get the money back OR they could mail me a check. So of course that same day, 6/22- I visit the willow chase store location to get my refund FINALLY and I ask to speak with the manager who never apologizes and pretty much blames me for what occurred. It's the principle of the matter at this point. . I m complaining because someone clearly dropped the ball on this. I was patiently waiting for my refund (21 BUSINESS DAYS would ve been this upcoming Monday) and essentially I would NOT have received it by COB Monday because no one ever processed it and no one ever explained to me that I would need to return to the store to swipe my card. To make matters worse, the manager was not helpful at all. She pretty much tried to tell me that her workers followed protocol and they say they told me but of course, I told her this DID NOT happen. What sane person would just let a company hold $1,594 worth of their money for 27 days if they KNEW this information. I m even more upset now because of the way this manager, Patti, handled our conversation. If her team was waiting on me to respond or decide, why didn t they ever follow up with me. If they were so-called waiting on me to come in, why didn t anyone ever call me or email me to check in and say, hey, you have a refund of $$$$ just sitting on our books in accounting how would you like to get that back . Furthermore, if a customer doesn t come in, why doesn t this company automatically move forward with sending a check. I mean something sounds off and seems like money is being mishandled by the stores finance departments. What company would just keep a customer s money for 27 days (19 business days) knowing the person cancelled. And on top of all of that, this manager, Patti, NEVER APOLOGIZED for the inconvenience. I'm extremely upset by the way this situation was handled and the way I was treated and honestly, Rooms to Go owes me an apology of some sort. The willow chase location's customer service sucks. I will never support this business ever again because of the nasty taste that has been left in my mouth by this situation.