Complain about a product or service

Kids Rooms To Go

Rooms To Go
•Delivery problems
•Quality problems
•Customer service
•Warranty issues
•Boorish behavior
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•Kids Rooms To Go

Tracie of Mount Pleasant SC writes (4/4/02):
I ordered a loft bed for my son from Kids Rooms to Go in Charlotte, NC. There is not one in my town, so we placed the order over the phone after visiting the showroom a week earlier. The bed we ordered was set up in their showroom with the desk to the left and the drawers on the right. There was a slight "break" on the bottom of the loft bed where it met the desk. The salesman insisted that it had not been put together very carefully and assured us that ours would be assembled by more qualified personnel.

Delivery of the bed was this morning. The men came at 7:40 am. They worked on it for about 40 minutes before they called to me. They said that some of the hardware was missing and that the set up I wanted (desk to the left) wouldn't work - that the holes that were there would not accomodate that configuration. I said that the other configuration option was unsuitable and that I needed to return it. They said that they couldn't put it on their truck but that I would need to call the customer service and a return order would be issued.

I called customre service and explained my situation. She took down the information and said that they could send out the parts. I said that I didn't want parts - I wanted them to pick it up. She said that she could only order parts and send a technician. She said if I wanted a return, I'd have to call the store. So I wait until the store opens at 10 and call (long-distance) to get a return order, which until this time I thought was an option. The person with whom I spoke THEN tells me that they offer only repair or replacement, NO RETURNS.

I explained to her that the bed that was delivered, while it is the same that is in the showroom, will not do because the delivery guy said it couldn't be configured the way we needed it. She indicated that the delivery guys didn't know what they were doing and indicated that they have had problems with delivering kids furniture to remote areas. I asked her why, then, do they sell to remote areas if they can't get qualified people to deliver and set up. I also asked why the delivery guy assured me that I could get a return order and she said that they probably said that to get out of the house. As it stands, I have a room full of pieces and parts, no bed and no satisfaction.

First of all, my son has no place to sleep tonight. Because of the dissarray in his room, I can't even get to where his clothing is. He'll have to sleep in his clothes on the floor. Then there is the emotional impact - he's upset because the loft bed he was anticipating is not there. I'm upset because I have had lousy service and nobody is concerned with my satisfaction.

Everica of Royal Plam Beach FL writes (1/20/02):
I purchased a bedroom set for my 9 yr. old in the 2nd week of Jan. 2001, which was delivered between the 6th and the 8th of Feb. for his birthday Feb. 6th. I have to agree that the furniture looked great!

My son weighs about 116 lbs. He slept on the furniture every night until Dec.2nd 2001 he was in bed when I heard a crash. I went to the room and there he was in the left-hand corner of the bed up towards the head board because he says that when he went over to that side the bed just fell apart from the side rail on the left side.

Now before this occured the chair to the computer desk that I also purchased with the set was broken and I was expecting a service man to come out on the 4th of the month to fix it. I called customer service with the complaint and to ask the man to have a look at the bed at the same time that he looked at the chair.

Service man came as promised and looked everthing over and said that someone will contact me in 3-5 working days. Well this call never came. I called them and was told that the report read that the items were not repairable due to customer misuse. I asked the lady on the phone why was't I told this by the service man? she told me that he did not tell me about it because he did not want an argument. Well I contacted the local store manager and he said that another person will come out to look at the furniture and that I will be satisfied because at this point I am extremely angry.

The 2nd one came as promised and looked over the furniture and implied that I had been trying to move the furniture and that was why it fell apart. I said that for the cost of the furniture I should be able to move it if I wanted to. Although I was not trying to do that because the way the room is set up the furniture is a such a position that it can't be moved.

I was able to reach the secretary of the president of the company (out of town) and voiced my complaints and was promised that Mr. President would give me a call. In the meantime I sent a letter to the president and invited HIM to the house to look at the furniture. My whole paoint in all of this is the fact that I bought furniture for a child from a child's store and I stressed that the furniture in my house is not for SHOW but for USE, and that it should at least be able to carry my child for more that 10 months.

My son gets to sleep in his sleeping bag. The cost of the furniture was $1400.00

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