Action 9: Furniture Purchase With Gift Certificate Becomes Weighty Problem 

Action 9: Furniture Purchase With Gift Certificate Becomes Weighty Problem

Action 9: Furniture Purchase With Gift Certificate Becomes Weighty Problem

POSTED: 3:47 pm EDT September 20, 2006
UPDATED: 6:06 pm EDT September 20, 2006

Blythe Bennett likes her new house. She moved in last January.

The home is fully decorated and furnished. The bedroom is especially impressive.

"I go this Cindy Crawford armoire and the night stand over here to match," she said.

She also has a marble-top chest, all from Rooms To Go.

Bennett claims their Pineville store told her she could order the furniture, then apply a $2,000 gift certificate from her builder to pay for it all.

"I was told by Rooms To Go they would honor it toward that purchase," she said.

But then Bennett started getting deferred payment statements showing a balance of nearly $2,000.

"After I got the second one after that, like March, April, May, then I started calling to find out what the problem was," she said.

Bennett says each time she called, she was told something different. First that they'd take care of it, then representatives said she'd been misinformed and that they couldn't apply the gift certificate to an existing account.

"I basically got the runaround," she said.

And of course it upset Bennett knowing she would be stuck with a gift certificate she had no use for and would now have to pay for the furniture.

"Well it was very distressing to me because . . . shortly thereafter I lost my job and finances was a big issue for me," she said.

Action 9 got in touch with Rooms To Go's corporate office in Atlanta. Representatives there made special arrangements to honor Bennett's gift certificate.

The company removed her from their finance plan and then applied the $2,000 gift certificate. Representatives said this is highly unorthodox, but did it as a gesture of customer goodwill.

Bennett said she's happy she got Action 9 involved.

"I'm so grateful and appreciative of what you have done; you've just eased my mind immensely, lifted a heavy burden off of me," she said.

It all worked out in the end, but there should have been better communication between the store and the customer at the time of purchase. Bennett should have demanded something in writing from the store.

Also, when it comes to gift certificates, always find out how they're to be used and if there's an expiration date.



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