I recently purchased a sofa from the local RTG Showroom and paid for it on my debit card.The sales assoc. was very helpful and raved about their commitment to customer satisfaction. Thats the Good. Now for the Bad, The sofa was delivered over an hour late in the rain,the delivery guys at first could not put the sections together properly and told me that a service person would have to come to make repairs.While I was on the phone trying to contact RTG customer service (all I got was a recording due to the late delivery)the delivery person came and told me that he had been doing it wrong and that it was OK. It looked ok so I accepted the sofa. After they left We proceeded to clean up the mess and water tracked in by the delivery guys we noticed two scratches in the floor as it started to dry. This is where it gets Ugly!
After trying to get the scratches out with polish I sit on the sofa and find that the sections are not put together correctly after all and the delivery guy had lied about the installation.The next day I phoned RTG service and told them about the sofa being broken and the scratched floor.They were not very helpful,They stated that,#1 A service person would take over two weeks to come to look at the sofa. #2 That deliveries were made by contractors and they would have to be the ones to do any thing about the floor dammage. #3 They would bring a new sofa in a week and send information on filing a claim to get my floor repaired.Today one week later, the day the new sofa was to be delivered I phoned RTG service that informed me that the exchange had not been scheduled but the would schedule it for next week. This was the last load of ____ I wanted to hear from them. I have requested that they pick up this sofa. refund my money and repair my floor.Their reply was that it will be another week before the pick up and at least 7-10 days before a refund can be issued, and the repair of the floor scratches were up to the delivery contractor.
They have no way other than e-mail to contact this contractor and they would have contractor contact us. So as I write this, I sit on a broken sofa. I stare at a scratched floor.I wait for a refund to purchase a new sofa.
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