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Submitted: 8/2/2006 2:04:41 PM Modified: 10/7/2006 7:51:44 PM

On Sunday, July 30, my husband I ordered a loveseat and couch for delivery to our daughter in Austin Texas. The salesperson told us this would be "express delivery" on Tuesday, August 1, and that someone would have to be at home all day. We spent 14 hours waiting, from 8AM to 10PM, but the delivery did not arrive. We know that RTG had the correct telephone number, because store personnel called there today, and the correct address, because I confirmed it this morning. RTG's delivery people lied and said nobody was home at the address, and this is not true. It's a one bedroom apartment, so it's not like we could miss the knock on the door. We also never received any calls at either of the numbers we left when we placed the order. We called RTG's offices at 6PM and they told us the delivery could arrive any time up until 10PM. This must be very convenient for them, since all the customer service lines are closed by that time. I have given their "customer service" department a whole 'nother name. Today, the rude customer service person told me to call back in several days to arrange a delivery sometime next week, because their delivery people are just too darn busy. No apology, no waiver of the delivery fee for this inconvenience, no customer service. To add to the fun, the order is apparently "locked" for the next 48 hours while the furniture is returned from Austin to Grand Prairie, and then it can then turn around and go back to Austin. This is ridiculous, and I believe their promises are false when they make them. Anna Fort Worth, Texas U.S.A. Click here to read other Remove Rip Off Reports on Rooms to GO

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Rebuttal UPDATE EX-employee responds Submitted: 10/7/2006 6:34:27 PM Modified: 10/7/2006 6:34:27 PM

Same Ole Story

Your story is something I heard time and time again. RTG does not want to express deliver, but they have to so they can compete w/ other retailers offering same or next day delivery. They only tell you that you have to be home all day from 7am to 10 pm and they absolutely refuse to offer any call aheads. How absurd and inconvenient is that? For them to make an advance call would be more sensible than not for both RTG and the customer. Look at the gas wasted when someone isn't home. Then come the letters like yours. By them trying to inconvenience you, they want to avoid the next day deliver. period! I'm sure you were home, however the driver or the warehouse screwed up and they would rather make you look like the bad guy instead of them taking responsibility like they should. Just imagine the issues your're going to have if there's a screw up! Good Luck Marc - Vero Beach, Florida U.S.A.