JACKSONVILLE, FLORIDA -- I purchased a faux leather sectional almost 3 years ago. I purchased several other pieces that day totaling about $5000. I did purchase the warranty as well. After a year and a half the sofa started getting big cracks in it in a couple of the seat cushions. I immediately called and I did speak to a nice young man. He gave me the details of what I needed to do, which is... send an e mail to this address with some photos. He then informed me I would not hear back for at least a week.
To my surprise, he called back an hour later and told me, they did not have that sofa anymore but they would give me a 600 dollar credit and pick this one up after I picked out another and had it delivered. I was disappointed because I really liked the sofa I had and truly thought it was just one of those things and had a defect. So I went about finding another and it was on sale for 900 dollars. Now I know this isn't by far their most expensive sofa but it IS fake leather, which in my mind was more durable and less likely to fade or crease as I have seen real leather do.
The saleswoman informed me it was some kind of state of the art leather blend because I was really curious about it and she assured me it was a great product. So I selected the NEW sofa which apparently was also this same leather blend but another style and I thought manufacturer. After the credit, with tax and delivery and what have you I still ended up paying 500 dollars. So I get the sofa delivered, they pick up the old one and I am very happy as the new one looks even better than on the website. So now a year has passed and guess what? It starts with one crack and then another and then suddenly the whole sofa is peeling like a bad sunburn!!!
Now about me. I'm a little on the heavy side but the cushions are not broken down or the arms. the sofa sectional has a chaise lounge on the end. None of it is peeling. The ottoman gets the most wear and tear with bare feet and being sat on by me or my teenage son, who is very thin, and it doesn't have any issues. I don't smoke or eat on it or have ANY pets. We are very clean. Seems to me if the whole sectional were made of the same material as the ottoman and the chaise, there would be no problem.
So I have submitted the e mail on this one as well as the photos but this time I was told it would be three weeks to hear as they only had ONE person that works this department. Well it has been over three weeks and I have sent a follow up e mail and have had NO response. I googled "peeling sofas from RTG" and was SHOCKED at the number, so I KNOW the problem is not specific to me but it's their manufacturer. As far s I am concerned they can take my sofa part and cover it with the same material as the ottoman and bring it back to me and make me happy.
NEWNAN, GEORGIA -- My husband and I began searching for new furniture several weeks ago. Our first day of looking we went into several furniture retail stores with the same experience at most. We would tell the associates that we were just looking and would ask for help if we needed. I know most furniture store associates work on commission and I did not want them to waste their time on us unless we were making a decision and I knew we were not ready to make a final decision that day.
We then went into RTG and began browsing. We told the sales associates the same thing that we told all the others. The first day we went to RTG (a Saturday) they were too busy to pay much attention to us. That was fine with us because as I mentioned we were just browsing at this point but it did make it a little more difficult to really look so we decided to come back.
We went back on a Monday morning when it was substantially less crowded which made it difficult (nearly impossible) to browse without associates coming up trying to talk us into a more expensive sofa than the one we were looking at or printing out pages of information on living room sets that we had no interested in. We mentioned again we were just browsing and we were not ready to make a decision.
My husband and I were attempting to discuss among ourselves what decision we would make and the associate would not give us the time or space to do so. We then decided to leave the store to go home and look online and discuss. The associate got visibly frustrated that we were leaving without purchasing (despite us saying upfront we were just browsing not ready to purchase) so we decided if we did order it would be online.
I placed an order on RTG online after a few more days of online browsing and was asked to complete a bizrate survey at the end. I completed the survey expressing my dissatisfaction with the in store process and was also asked how long I was having to wait for delivery (3 weeks). The 3 week wait was frustrating but dealing with the associates was much more so. I received a call about my bizrate survey and my "dissatisfaction with delivery time" and was told there was no sooner delivery time available. My dissatisfaction with customer service was never addressed. So we began our 3 week wait for furniture.
On the day of delivery I called RTG to find out if the 4 hour window might be narrowed down at any point (perhaps by the driver calling as has been the case in most major deliveries or installations I have received the last couple of years). The customer service representative told me it would not be narrowed down and if no one was there within 15 minutes of the driver arriving then the furniture would not be delivered. While I understand the policy the way the information was given to me was with little care and I later found out there was an option to "perhaps" receive a call an hour before although it was not guarantee.
However, this representative did not give me that information. I then called back the customer service representative (Melissa) who originally called about my bizrate survey. I thought that after reading the survey and seeing the frustration with the associates in store, the fairly long wait time, and then the frustrating dealing with the customer service that morning she might care to know more about a customer's experience. I could not have been more wrong.
As seems to be the norm with RTG customer service she had little interest in my concerns. At this point I began to get very frustrated. My frustration was with the lack of service and/or caring exhibited by the customer service representatives. She told me the drivers could not call ahead because they could not call while with a customer and could not call while driving. Both excellent points but as I told Melissa, many other companies manage to do so by perhaps calling after finishing with one appointment but before leaving for the next.
She said she could not speak for anyone's policies except RTG but then went on to say that she has "never received a call ahead from any company" (which to me seems to be speaking for other companies' policies). I told her the delivery was only part of my frustration and I was more frustrated with the lack of care any customer service representative has shown about the negative experience I have had with the company. She responded that SHE was not being rude and because I did not know the names of the representatives in the store there was nothing she could do.
She also expressed multiple times she could not help me because I was angry (I never cursed, yelled, or name called simply expressed my strong dissatisfaction that grew stronger as the lack of service from the "customer service representative" continued). I expressed that I was looking for some acknowledgment that I am a customer and some caring at my dissatisfaction or an apology would be great. She then said if I was looking for compensation she could not offer me that. The final resolution was she could offer a non-guaranteed call ahead from the driver or cancel my order.
My furniture arrived well within the four hour time frame and I even received a call 20 minutes before arrival (although it didn't really help as a non guaranteed call still means I had to miss work whereas if I would have known of the call I could have easily gone to work and returned home in time). My husband and I spent lots of time emptying/cleaning/preparing the rooms where the furniture would be going and removing hindrances to the process of bringing in the furniture (including moving other pieces of furniture that might be in the path and taking baby gates off of the hinges).
The living room furniture was placed haphazardly into the room with the pillows left thrown on the floor still in plastic. The delivery crew then moved on to the sofa that was going downstairs and I was promptly told the furniture would likely not fit through the door frame. And he then spent a few more minutes expressing how difficult it was going to be (I thought we paid for delivery for a reason). I showed him the much larger sofa we had just moved into the garage a few days before that had been moved through those same door frames to which he replied it was a different type of sofa.
The sofa we ordered did in fact fit through the door frames and was placed into the room (in less than 10 minutes mind you so not too difficult). He then got me to sign saying I received my furniture. After walking out he then knocked back on the door asking for a disposable fork to eat his lunch (I didn't have a disposable fork but I gave him a plastic one out of my dishwasher that he then asked to wash in the sink). When leaving this time he left the door leading outside open continuing to show little regard for the customer's home.
No representative of Rooms to Go has expressed any regret over the fact that a customer is dissatisfied and has decided to no longer be a patron of your establishment. My issues are not with RTG policies and procedures themselves but how I have been treated by every person who is supposed to represent RTG (sales associates, customer service representatives, and delivery crew).
I understand that we all have bad days so if it was just one experience with one representative I would not feel the need write this but every person I encountered that represents RTG was at the least disinterested in my satisfaction and at the most outright rude. I would hope a company would feel the need to make sure a customer is heard, even if they cannot satisfy every desire, which is the exact opposite of what happened. I did not feel my complaints were heard, acknowledged, and definitely not addressed.
GEORGIA -- Rooms to Go is short for "ROOMS TO GO STRAIGHT TO THE TRASH"? This place has the customer service quality of a brothel. You walk in, they're all over you... friendly, helpful and knowledgeable. However, as you go back to let them know their furniture is falling a part, they want NOTHING to do with you..
We bought an off-white LEATHER sectional 3.5 years ago for about $2000. The salesperson told us that it was made out of patches of leather as opposed to one big piece. 3 years later, the leather on 3 sections started to crack and peel gradually. I called RTG to see if they could replace the sections. Nope, no go on that one as they discontinued selling and dealing with the manufacturer in Shanghai, China. They asked me to send pictures. I did.
Three months later when I didn't hear back from them, I called and they told me they'd be giving me the depreciated value in the form of a voucher that could only be used in their RTG showrooms (not discounted pieces.. not that I was tempted to set foot there anyway). The value was a whopping $230.73 AND they would also be coming to take the sectional too otherwise, we do not get our big voucher.
We went to the store to see the manager because surely, they would understand our dilemma. The manager was reading my email on the computer and commenting on it, thinking I was one of his salespeople not the customer that just got royally shafted. He was smacking his gum and going, "WTH else does she want after 4 years?" I coughed to get him to realize that his foot was just inserted in his gum-smacking hole. He was fine with that.
He told me there was NOTHING he could do, that it was the way I was using the couch that led it to disintegrate and that there was nothing else he could do. Crappy company, crappy work ethic and for sure WE WILL NEVER EVER SET FOOT IN THAT PLACE!!! I'd get better quality and service at Goodwill than this scam of a business.
JENSEN BEACH, FLORIDA -- In approximately 2011, I purchased a "leather" living room set. I used the leather protectant liquid to clean the couches regularly and took great care of my furniture. I have no kids and the furniture was not abused. Recently, I have noticed my leather was separating and that I did not have real leather but some type of fake leather appearing plastic film that gives the appearance of leather. The furniture is lightly used and it is in terrible condition.
I contacted customer service because I never expected I would have to purchase new furniture during the time I was still paying for it. I spoke to ** from customer relations and she was extremely sweet and helpful. ** reviewed pictures of my furniture and replied in an email that she was crediting me with $447 of in-store credit towards "a selection of your (my) choice."
I called ** and asked if I could purchase a loveseat by itself and she told me I could, as long as the loveseat was $447 or greater. I specifically asked her if I could purchase one item and she told me I could with the understanding that Rooms to Go would be picking up three pieces of my furniture and not just one or two after the reselection was completed.
I visited the Jensen Beach location and dealt with **. I like ** and found him to be a very good salesman. ** sold me the original set of furniture and he is a familiar face. I explained to ** my situation and he reviewed the notes from **. ** told me I could purchase my choice of a loveseat, a walnut colored loveseat from the Santa Monica collection, with no issues. Unfortunately, ** became busy and referred me to **.
** was nice and also reviewed **'s notes. ** found no problem in completing my order of the the loveseat for the reselection. ** was great until I realized on my way home that he charged me for a Force Field Protection Plan without ever mentioning anything about it. I realized I agreed to a contract he never talked to me about.
The frustrating part of this was that I asked ** at the end of the transaction, when ** was folding the Force Field Certificate and placing it into my envelope, what I was being charged for. ** told me I was only getting charged for the balance after store credit and for delivery. He lied. I was also getting charged $63.91 for something he never told me about. I turned around and went back to the store, approximately twenty minutes later, and was told ** was off work. ** then begin to sell me on the product that ** neglected to do. I told ** I just wanted the charge removed. ** referred me to **, the store manager.
I told ** what ** did and ** could not care less. ** pointed to the back of the store and told me to go to customer service and started to walk away from me, in the opposite direction of where customer service was. I asked ** to please show me where customer service was and to perhaps be present when I had to explain to them what happened. ** again seemed unphased and not shocked by his employee fraudulently trying to sneak money out of customers. ** walked me back to customer service and then walked away.
I explained to ** what happened. ** was not friendly at all and told me she credited 63.91 towards my layaway. I told her I did not have a layaway account and I became confused. ** said I had a balance and she just put the 63.91 to my balance. I then realized the amount she was talking about was actually the amount that Rooms to Go agreed to be responsible for with the $447 store credit. ** was basically paying Rooms to Go $63.91 from the $447.
I attempted to tell ** that the $63.91 amount should be returned the same way it was paid just minutes before, on my MasterCard. ** said she was just going to credit my Rooms to Go credit card. I asked her to not do that and ** asked me, "What, are you not paying your Rooms to Go credit card?" This is extremely offensive and none of her business. I proceeded to tell her that I have NEVER been late on a payment and I am a responsible debtor. I told her she could look at my payment history, if necessary.
Every time I attempted to explain to ** what was going on, ** cut me off and and said multiple times, "Let me start over again so you understand." Again, ** found a way to be offensive, condescending and mean. I eventually asked her to review the notes on Rooms to Go and was able to explain to her what happened without her cutting me off. ** said she understood and then credited the $63.91 to my MasterCard.
Now, this afternoon, I received a phone call from the Jensen Beach location. ** said she was not going to honor my reselection because I had to purchase a full package of furniture. I asked ** to review the notes from ** and ** said she sees where ** wrote, "a selection of my choice" over $447 and where ** said I would be responsible for bond fees, delivery and any costs over $447. ** said ** made a mistake by not emailing me that I had to reselect a whole new package of furniture. ** said she was canceling my order and I would not be getting my loveseat, which was set to be delivered on Wednesday, as previously agreed.
I have had bad customer service in the past and there is this. I have never felt like I have had to defend everything I do before like I have had in this experience with Rooms to Go. This experience is without doubt, the worst. I have nothing good to say about this company and as it is right now, I will do everything I can to make sure my friends and family never step foot into a Rooms to Go.
Having worked for ROOMS TO GO for 7 years, I want to make people aware of just one of the many back-handed things this company does. Their salespeople are basically forced into saying almost anything to persuade the customer into paying for fabric/leather protection. They expect almost a 90% penetration of this. I can personally say, anything less is cause for being written up and being threatened with dismissal. I began in early 2000. We had a black vinyl set on the floor which was untreatable.
However, because of the sales contest going on, we were told by management to sell the "bond" on this in order to "spike" the Numbers, in which everyone did. 59.99 for a sofa, 49.99 for the loveseat I think 39.99 for the matching chaise. We sold a ton of these. That's just 1 store. Of course, from these type of practices, they went on to win the "presidents cup" and pocket $1400 per salesperson. Another thing they did was misled many many customers on pricing. Lets say a 7pc living room consisting sofa ,loveseat, 3 tables and 2 lamps was 999.99. That's what the front of the tag said. The chair alone was 399.99.
However, to add the chair to the package should have made the package $1349.99 not 1399.99. This price was actually on the back of the tag but most customers didn't know that. The 1399.99 was always quoted to the customer if the salesperson felt resistance to them adding the protection. Then we gave the customer a super deal by telling them we would deduct $50 from the price of the protection. Most fell for this ploy. They no longer use that tactic. Maybe they got caught or something.I don't know. I transferred to the Vero store a few months ago.
Here, the manager ** told customer after customer that the leather protection offers a replacement warranty if it stains. That's as far from true as you can get. All it offers at those prices is a "lifetime" supply of cleaner and if soiled within 3 years, RTG, at THEIR DISCRETION, will come clean it. She also told customers that it extended the actual warranty on the furniture for 3 years. Another lie. The fabric is also at THEIR DISCRETION. Rooms To Go has probably made enough money on all their lies just on the protection itself, to finance the war in Iraq! I'm ashamed that I was a part of this. This is how I was trained, and what was expected of me.
To sum this up, if you're going to buy at RTG, let the salesperson do his pitch on the protection. Deny it. Then after what you hear next or being turned over to the manager, demand to see the warranty papers and READ THEM IN FULL!! You may hear they "ran out" of them. You'll probably walk right out and go elsewhere. Don't let their finance terms force you to buy there either. I believe their practices could be illegal and they should have to pay back every dime taken from good hard working people, because of their misrepresentation. Spread the word.
MIAMI, FLORIDA -- I purchased it January 2, 2014, and one year and seven months later the love seat has come apart at the seams. Customer service told Lori (who was a snob) that it was out of warranty and there is nothing they can do. I sent a pic anyways with the tear to firstname.lastname@example.org to see if maybe they can do something. I will keep you updated.
FT MYERS, FLORIDA -- Ordered a bed waited 6 weeks. For delivery and set up. Arrived on sat 10/11/2014 at 2pm. Was informed that hardware to assemble no with bed. Called store was promised someone would come that day with hardware and assemble it's Monday and still no one. Called store to ask them to pick up and was informed of their no return policy. They said they could ship hardware and I could assemble. (Ya right ). I was informed a could go to arbitration.
DOUGLASVILLE, GEORGIA -- It started in 2011. We purchased a living room group. Everything was fine until summer of 2014 when the material on the leather furniture started cracking and peeling. I contacted customer service and they requested that I send pictures which I did. They did not call me back so I followed up about a week later and was informed that I have been approved to replace the furniture.
In July of 2014 I went to my local store and began the process of picking out new furniture. This became a nightmare because when you are replacing only 2 pieces they do not allow you the same cost/money since it was in a "package" originally. So I got screwed there. I ended up having to pay a couple hundred more for the new set because of course the set I had purchased in 2011 had been discontinued.
In addition, because it was "out of warranty" I was told I would have to pay yet another delivery charge. To say the least I now know I got played. I should have been more assertive and told them it was their issue not mine and refused to pay but I digress. The new furniture was delivered in July 2014.
December of 2014 the fabric on the sofa of the NEW furniture is now fading and becoming discolored. The other pieces, recliner and loveseat are fine. I call the customer service line and schedule a tech to come out on 12/23/2014. He arrives and seems very uncaring to have to be doing a job. He sees my concern and retrieves his camera to take photos and said it will take a couple of weeks to hear back due to the holidays.
I wait until the week of 1/2015 and finally call customer service. I am told that it has been approved to replace the sofa. GOOD. No, wait customer service says... we cannot replace the sofa because this furniture has been DISCONTINUED! I tell her that I have not even had it for 6 months! WOW. So now she tells me that it has been approved for me to replace the 3 piece set AGAIN!! I am not happy. This is getting to be a pain in the butt. So I go to my local store, again and again the sales guy hands me off to the store manager. He pulls up my account in the computer and says we have a very similar set let me show you.
When we get to the set it looks EXACTLY the same as the set I have. He tells me it's a different manufacture. The quality of the bonded leather seems much better. He does his thing in the computer says okay we can do this and there will be no charge for you. REALLY?? Like I would spend any more of my hard earned money with this place! So I tell him fine, we will try this again. This was a Saturday 1/17/2015... he calls me Monday 1/19 to tell me that the furniture is on backorder until March. I am beyond frustrated. I sit on this for a couple of days because I am so angry.
I call the store and customer service because I want to know if due to the frustration that I have been through and crappy furniture if RTG will comp me an upgrade to a reclining love seat since the grouping is now on sale and I am told no that is not how it works. Then I tell them that's fine I just want to return the bad furniture and get a full credit and I will go buy furniture somewhere else.
I am once again told no... they do not do refunds. WOW! At this point I am beyond angry and I tell the store manager I want contact information for management above him because I want to file a formal complaint. He tells me all he can provide is for me to once again call "customer NO service" and ask for "presidential" information.
I do this today, 1/28/2015, and I am put on hold numerous times and hold for more than 10 minutes only to be told that she cannot locate a supervisor at this time and will have to write it up and have someone call me. Like that will EVER happen. So I told her to put it in her computer on my account that I will find every consumer website out there and will write this up. I have been a customer of RTG for over 20 years and had never had this experience before.
But I can tell you that I will never purchase anything from them in the future and would advise that no one else purchase furniture from them either. I will use every resource on the web and social media that I can find to make my experience known in hopes to prevent others from the same anger and frustration that I have and am currently going through.
UPDATE: 1/28/2015 they called and said they found the set and could now deliver as early as 2/3/2015 (after I had to raise my voice and ask for higher ups to file a complaint) AND a ** from corporate (I assume) called and said the best she could do would be to split the cost to upgrade the loveseat but that they would not comp the whole $200.00. Wow... they don't care they just lost a customer of 20 years over $200.00. I am not paying them another dime of my money so they lose not me.
CHARLESTON, SOUTH CAROLINA -- They have the worse customer service ever! Don't give them your business. I purchase 2 bedroom sets for Christmas. 1 for my twins and 1 for my oldest son. I purchase these items on Nov 4th. They are schedule to be delivered on Christmas eve Dec 24th. Rooms to Go called me the week before to confirm my address and the shipping address. They called my husband today... A day before Christmas Eve... the delivery date to tell us that our Headboard is out of stock for my oldest son and that it won't be in until Jan 24th. They told my husband that the country that they are receiving it from didn't ship it in time. So it will be a little delayed.
Needless to say I was extremely upset so I called into customer service. I spoke with ** in Tampa Florida at 1:47pm. He told me that he couldn't assist me because it was an online order and that he would have to give me the online order number. I told him that I didn't have a pen or paper at the time so I wanted him to transfer me and he said that he doesn't have the ability to transfer calls. I find it hard to believe that a big company like Rooms To Go can't transfer calls between depts. He tried to explain that my headboard won't be in until Feb. At that time I got real upset because they told my husband Jan. NOT FEB. So I asked to speak with a supervisor.
He said that he can write it up and someone will call me back within 48 hours. I told him that was unacceptable and I want a supervisor. He said that no one was able. I offer to hold until someone became available and he said that he would have to hang up on me because he can't wait 48 hours on the phone. I took his information down and proceed to call online support. I received ** in Seffer, FL. He told me that my headboard won't be in until Feb 11th. He confirmed at the time that I placed the order the headboard was available and in stock. I told him that I needed him to fix it.
He gave me two options... to keep my order, everything else will be delivered tomorrow and my headboard will come on Feb 11th or to cancel my order and get a refund. I explained to him that this was a Christmas gift for my oldest son and that I cleaned out his entire room yesterday to prepare for the delivery. I don't understand why they waited until the day before the order was suppose to be delivery to tell us that it won't be complete. I asked for a credit and he told me that they can't. I then explained that I also purchase bunk bed for my twins at kids Rooms To Go and spent $2k on their set.
So between both bedroom sets I spent almost $3k and that you are messing up my son's Christmas. I also explain that if they called us sooner we would have been able to keep his old bedroom set and wait for everything to be delivered in Feb (which is his birthday month anyways) but they waited until the last minute to notified which took away all of our options. I asked for a supervisor and received **. She told me that she was ** supervisor and offered me a $40 credit. Which I think is an insult. The only other option she provided was do cancel this order and do another order but she doesn't know if it will be in stock and that I will have to look online to do a swap.
I asked to speak with someone higher than her and she said that there is no one in her call center that is above her and that I can't talk to anyone else. I asked for the President's name and she told me that I can do my independent research. This is the worse customer service experience ever. All the reps were condescending and rude. With the amount of money I have spent and that this is a Christmas gift for my kids. This is horrible. I have to wait 3 1/2 months for a headboard.
This is unacceptable. I feel like they waited until the last minute so I wouldn't have any options. I can't cancel it because my son won't have anywhere to sleep. It is impossible for me to find another bedroom set and have it delivered by tomorrow. I will never never do business here and I will tell everyone I know to never do business here. So unprofessional and rude. I wish I could cancel it but it would be heartbreaking to my kid. He will think he was bad all year if he has to live in an empty room with no bed, nightstand, or dresser. I would like someone to call me back and offer a valid solution.