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unethical
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I purchased a dining set (bar-height table, bench, two bar stools) from Rooms To Go. After it was delivered (Jan 2017), I inspected it and found 2 things that needed to be repaired - a shallow scratch on the flat surface of the table, and the veneer on the side edge of the table needed to be glued down (it bowed out away from the table.....about 6 inches in length). I called RTG and scheduled the repair for a Saturday in early Feb 2017. Reliable Furniture Services was contracted to do the repair. I, of course, received multiple texts and phone calls prior to that Saturday about my 4-hour window of time (12:00 p.m. - 4:00 p.m.). On that Saturday at 7:30 a.m. I received an automated voice message reminding me again. Not a problem - I was working at home all day. At 3:50 p.m., when nobody had shown up, texted, or called - I called the main phone # for Reliable Furniture Services. No one answered. I called multiple times between 3:45 - 4:45 p.m., left a message each time.....and emailed them via their website. I also called RTG and the rep that I spoke to also tried to call Reliable, with no success. I NEVER received a follow-up phone call from anyone at Reliable.
I was getting ready to leave my house at 5:00 p.m. when my doorbell rang. It was Donny - a tech from Reliable. Although I was irritated, I was NOT rude to him - I did let him know I was frustrated, and that it was reasonable to expect that someone from Reliable call me to let me know he was running late. He did not apologize. I showed him the table and he started working. He worked on both the scratch, and side edge.....walking back and forth to his truck a number of times. On yet another trip to his truck, he indicated that the side edge had been glued down and to not touch it for an hour....about the scratch on the top of the table he said to me "I have polished it out as much as I can. The entire surface of the table will need to be resprayed for that area to blend in. That will require scheduling another time because the table will have to be taken outside. Someone will reach out to you next week to schedule it." And he was gone. It was very strange. I waited a while to look closely at the table because he had sprayed something that was very strong-smelling, so I wanted to air the room out before I got too close, as I am sensitive to chemicals. When I did inspect it, I couldn't believe it - it looked AWFUL! Where the veneer bowed out about 6 inches along the side edge of the table, now bowed out for 3 inches, was glued down (about the width of a finger) and bowed out for another 3 inches. It looked ridiculous. The top of the table looked about like I expected it to - a smooth area in a textured table-top (but I was not concerned about this, because he said someone was coming back to respray it)......I just figured I would have the next person finish gluing the side edge back down too.
So, I waited for someone at Reliable Furniture Services to "reach out to me" the following week. I hadn't heard from anyone by Thursday, so I called Rooms To Go - they told me that Donny had not yet posted his notes about the repair (even though it had been 5 days!). I called Rooms To Go again on Monday of the following week - they told me that the only note from Donny was "Damage by Customer" (meaning I did the damage, so Rooms To Go was not responsible for fixing it). Unbelievable! I went through this entire story with the rep. All he had to go by was Donny's note. He finally asked me to take pictures and email them to him, which I did that afternoon. When I spoke with him the following day he said that, of course, they would replace the table. Kudos to Rooms To Go!
I fully believe that Donny left the table in worse shape than he found it in with the intention of reporting that I had damaged it. I think he didn't like me, a woman, commenting on the fact that he should have communicated with me about being late. His behavior started out being just bad customer service, but ended up being unethical.
I have called Reliable Furniture Services a couple of times since then, hoping that someone there would do the right thing and return my phone call - but it hasn't happened. If you are looking for truly RELIABLE furniture services, I suggest you look elsewhere!!
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