Ed B.

I accept the blame for this one. I did not investigate R2G before my purchase. After investigation, I found that 72% of online reviews are 1 star. Many of the reviews report massive delays, broken furniture, receiving refurbished (rather than new) products, a lack of response from the company, and poor interactions with the Customer Service Department. I had my own experience yesterday. After an extended wait for delivery, the day finally arrived. The delivery time given was 6 pm to 10 pm. I thought it was odd, but we wanted our furniture. When the time frame changed to 11:30 pm to 12 am, I tried to call Customer Service. After waiting on hold for over an hour, the first-line representative offered nothing. When I spoke with the "supervisor" (Carlos C.) I wrong concerning the delivery time (even though it was from the R2G tracking information). He stopped short of calling me a liar, but the insinuation was clear. He offered no help (no additional tracking information, no solutions, not "I'm sorry," no "midnight is an unacceptable delivery time," nothing). He refused to allow me to speak with his supervisor, first telling me he had no supervisor. After I pressed (so, you are the CEO?), he informed me his supervisor would not talk with customers. I hung up with no solution, only wasted time and energy. Finally, the delivery truck driver called, stating the delivery would arrive the next morning. The next day, when our delivery window was passed, I called Customer Service. I waited for over 30 minutes to be told our delivery had been canceled because the furniture was not on the truck. It was backordered (even though we decided to purchase based on the fact the website indicated the item was in stock) and would not be available for another 5 weeks. Note, I had to make the call to learn this information. I was transferred to another department to cancel the order and obtain a refund (another 30 minute hold time). I explained the entire saga and asked for the order to be canceled and for a refund. I was told I was wrong; the sofa was on the truck for delivery. After arguing for an extended period, the representative checked the files and found I was correct. Then she told me I could not obtain a refund because "the computer was locked because it thought my furniture was on the truck." I explained that computers do not think. They do what people program them to do and whoever needed to fix the situation needed to do it immediately. She protested for several minutes and then placed me on hold. The refund was granted (even though they "can't."). I called again today (40-minute wait) to confirm because I do not believe anything a representative tells me. Please save yourself the trouble and do not purchase furniture from R2G. They offer no solutions to issues, the company consistently over promises and under delivers, their communication and customer service is basically nonexistent, and it is apparent that customer satisfaction is of no concern.