BATON ROUGE, LOUISIANA -- It takes something of great magnitude to get a complaint out of me and Rooms To Go really stunned me today. I read mixed reviews prior to visiting the Baton Rouge, LA. showroom. I am really kicking myself for giving them a chance. They have a wonderful selection for kids arranged in a beautiful setting. The saleslady was extremely nice. I found the perfect sets for my 15 y/o son and 5 y/o daughter. I didn't want the furniture immediately so waiting a few weeks for delivery was not an issue.
I am not one to flash my money but I spent $4,000.00 on a full/twin bunk bed set with desk/storage attachments, daybed with trundle/matching desk/accent chest/canopy, lamp, 2 desk chairs, 4 mattresses, and an additional desk. Well that is what the saleslady and I discussed and how my order should have been. In translating my a la carte receipt later that day I noticed a desk chair was left off.
I made another 30 mile round trip visit and waited 2 hours for the saleslady to add/charge me for the chair since ordering online required another delivery/setup fee. The bulk of the delivery was today and so many things went wrong starting with the delivery guys getting lost by going exactly where I stated not to go. One desk chair was broken so the guys are returning it and ordering another one, the second desk chair was put together backwards. I received 2 mattresses instead of the 4 I thought I paid for however Customer Service insisted I did not order them and advised me to visit my original saleslady.
The purpose of the entire purchase was to provide space for my children to have friends stay the night so not purchasing the additional mattresses is absolutely absurd. The pins to assemble the bunk beds were not included therefore the entire set remains disassembled. Customer Service informed me they will be shipping them Monday and I will have them Tuesday so that I may assemble the set myself despite having paid them to assemble it.
Customer Service for the online store is not a pleasure to do business with either. I ordered a bedding set for my daughter that should have arrived within 7-10 business days. On the 10th business day I emailed a request for delivery status, in response I was informed they were out of stock and that an email was sent to me shortly after I placed the order. I did not receive an out of stock email from them. If I had then I wouldn't be questioning delivery status. Bottom line this company is an absolute NIGHTMARE to conduct business with!
Rooms to Go is a furniture store that sells furniture that they don't have. It seems like we as consumers are being forced to invest our money in their company with no return on our investments. I purchased $3900 worth of furniture from Rooms To Go in February 2010. I paid delivery fees of $159.00 plus warranty. However, I was informed that I wouldn't get my furniture until April 21, 2010 two months later. When I inquired about picking up the furniture they said I still had to wait until April 16, 2010. I decided to wait because it was only five more days for delivery.
On April 19 I received a call from Rooms to Go stating that the delivery truck will be in my area delivering furniture on April 21, between the hours of 3pm and 9pm. On April 21 at 3:15 I received a call from the delivery guy stating he was in my area about to make the delivery. I asked him if he could make the delivery closer to 3:30 cause my husband didn't get off until 3:00 and it takes him 20 minutes to get home. He said he would try but he couldn't make any promises. when I hung up I phoned my husband immediately and he was driving through the gate at my complex. I asked my husband if he noticed a delivery truck and he said no.
So we thought all was good. I tried to call the delivery guy back but I did not get an answer so I left a message that my husband was already home. My husband waited a couple hours then called me letting me know that no delivery had been made. I called the number again and the deliver guy answered. He said they couldn't bring the furniture back I had to wait for them to take the furniture back to the warehouse and Rooms to Go had to send it out again. I asked if I could pick it up and he said I should be able to once they took it back to the warehouse.
On April 22 2010, I called Rooms to Go customer service inquiring about my furniture with intentions of picking it up and Rooms to Go customer service said that they would let me know one the furniture got back to the warehouse. I didn't receive a call after a few days so I called them and that's when they told me that I had to start all over again since I wasn't available for delivery. They said that my furniture went out to the next person in line for the same type of furniture. I told the customer service person what happened on the delivery date, and how they never delivered the furniture and they told me the only thing they could do is reorder the furniture.
At that point, my delivery day was moved back to July or August. Six months after purchase was made. I pleaded with them because my son was graduating on May 21, 2010 and I had invited my family to my house and there was nowhere for them to sit. They said they couldn't help me and they suggested I come into the store and choose something else. We went in and choose another living room set and they still couldn't deliver it until June. We went ahead and waited.
The sofa made a squeaky noise from day one but we thought it was because it was new and it would stop after a while and it did alright. It stopped once it fell apart six months after we got it. Good thing it is still under warranty so we called them and they was supposed to send out a technician. Two days before the technician was supposed to come out we got a call stating the technician had a death in the family and we needed to call and reschedule.
On March 13, 2011 we decided to give Rooms To Go Outlet a try since a friend bought a dining room set from there and she said that she went and bought her set and carried it home the same day. We went and looked at new stuff and scratched and dented stuff. Then we asked them if they had extended warranties on any of the furniture and the answer was no so we decided that we should get new in the box furniture.
We choose the furniture the sales person said that he had the furniture new in the box but after we paid and went to pick we found out that they didn't have it. We went to get our money back and they wouldn't give our money back. They told us we had to wait ten business day and they would mail us a check to the address in there computer. So here we are again walking away with $450.00 invested in Rooms To Go for 14 day with no return on my investment. That should be against the law.
FRISCO, TEXAS -- I purchased a queen size sofa sleeper from Rooms To Go in Frisco. Once I made my selection, the salesperson said that she was going to go to the computer to see if that item was in stock. She returned with what appeared to be a printed invoice. She said that it was in stock and pointed to the total. I happen to be pretty good in math and had an approximate total in my head already, so I quickly noticed that the amount was approximately $100 more than I had anticipated. When I asked what this was for she stated that it was for "fabric protection" I immediately asked her to please remove that item because I did not want it.
She seemed slightly irritated and went on to tell me how I really should get it because that the sofa was dark in color and my trying to clean it myself could cause discoloration. I told her that I am very familiar with micro-fiber fabric and that I did not want the protection. She went to the computer and reprinted the invoice with a deliver date for the following day because she had placed my order before the 2pm deadline. Later that evening the salesperson called my home and said that she forgot to add the delivery charge and said that if I wanted my sleeper delivered the next day as scheduled, I had to return to the store before 10pm.
I called back to the store, requested to speak with the Store Manager but was told that he was not there. I spoke with the Office Manager regarding my situation of not being able to drive back to the store as well as the manner in which the salesperson responded when I told her that I did not want the fabric protection. The office manager said that she would relay the information to the Store Manager and have him call me. Ten or fifteen minutes later I received a call from the salesperson. She was very angry and said, "I got called into my Managers office..."
I told her that I did not leave a message for her to call me and that she had no business calling me in such a rude manner. She immediately handed the phone to the store manager and instead of instantly apologizing for her unprofessional behavior, he started explaining to me the manner in which he trains his sales people. He asked me, ma'am what is it that you want and I told him that I want the delivery charges waived. Why should I have to be inconvenienced due to her error.
The next day when the delivery guys arrived at my home they were unable to make the turn in the hallway even after taking the legs off the sofa. Needless to say, they had to return the sofa to the warehouse. Today I called the store to ask them to please refund the total to my Visa card only to find out that they are going to credit my Visa with 80% and issue me a store credit for 20%!!! Why am I being penalized because the sofa did not fit!!!
Buyers beware... if you are going to purchase an item that has to be delivered, make sure that it fits, otherwise 20% of your money is going to be issued in a gift card. The manager that I spoke with today said that their other stores charge 20% as a restocking fee as If I should be grateful that they are issuing me a gift card. I will never shop at the Frisco store again!
MIAMI, FLORIDA -- I got a microfiber dual electric recliner sofa and a love seat from you on March 9, 2013. As of this time since the cushions are all out of shape, flat, and you can feel the springs in them. Also the stains in this 2 pieces of furniture won't come off. I was never given the special cleaner that I was supposed to be given at the time of purchase at your store per your ForceField Exclusive Fabric Protection 3 year Warranty Certificate that I was given with my purchase receipt.
It is obvious that this furniture was never professional treated before delivery as it states on the warranty paper. If I would have been given the cleaner I would have been able to get all the stains off as they occur. When contacted you via email at TellUs@roomstogo.com about this problem a technician was scheduled to come to inspect it. When he came he took pictures of it and was told will hear from you in 3 to 5 business days. Your response to this was: "Set overall soiled and requires professional cleaning. Once this has been done to give you a call to schedule a technician again to re-apply the bond."
I replied back asking about the cushions and comfort of the set in which I received a replied telling me that I never told you about this. I replied again sending you my original email to you so you can see this is not true. I received another response telling me that it didn't matter since nothing it can be done until I get it professional cleaned. I contacted you again via email and told you that it will cost me hundreds to have this done.
I received another response telling me that until I get the furniture professionally cleaned nothing could be done. All this emails were replied by **. It clearly shows you don't care and you are not willing to solve the problem at your expense but at my expense. And only thing you are doing is reapplying the bond. Nothing about the condition of the cushions. I also called your customer service department and I was told a different story. Was told that there was nothing you can do about the cushions/comfort of the set because is no longer under the manufacturer's warranty.
This all clearly shows that you sell very low quality furniture and is not worth it. I had furniture in the past that I have purchased from other places and have lasted years with no problems. This is not the first time I purchased furniture from you but it will be my last. As told you in my emails I will be posting my experience with Rooms To Go in any sources I can find to let everyone else know to be careful about buying things from you and better not to and buy it somewhere else!
PENSACOLA, FLORIDA -- I am a young person and my oldest credit card is only 2 years old. That being said, my payment history is perfect and I do not have any collections. The sales associate who assisted me at the local store told me there were 3 levels of approval, the first being the best with 27 month's no interest and the only down payment being the tax and delivery cost. The second was for 6 months no interest and a 20% down payment. I don't recall the third level.
The issue here is what they DON'T TELL YOU. They work with SEVERAL different lenders. If you are not approved for the 'Premium' level of lending, they will run your credit AGAIN through another lender to try for the second and third levels of approval. This means TWO inquiries on your credit and they are hard hits. As I am just starting out, my credit is easily affected by having multiple hard hits.
I was extremely frustrated with this and let me tell you- they DO NOT CARE. Their goal is to make the sale. I even told the sales representative I worked with that I had come back after looking at several places and he asked if I'd tried to apply anywhere else. I told him that I didn't want to have a bunch of hits on my credit and that I wanted to only apply when there was something I really liked. He still did not relay this bit about two hard hits and he was not a new salesman so it can't be that he just 'didn't know'.
Also, I called the store in town and spoke with the manager who did not care in the least. I then called their Customer Service department and after explaining that I wanted to make a complaint I was transferred to an automated line that just looped. I called back and explained this and was given their real customer service number. I talked with a woman that did not care either and just explained repeatedly that they couldn't do anything and she kept angrily asking me what I expected her to do about it. Customer service is garbage and they're very inconsiderate. BE AWARE!
NORTH CHARLESTON, SOUTH CAROLINA -- I believe Rooms to Go buys factory seconds and palms them off on customers as quality furniture. Store policies are not customer friendly and customer service is extremely poor. I will never buy anything from this store again. The items on the sales floor were good quality and well constructed at a reasonable price compared to other local stores. The sales went quickly and easily as we paid in full at the time of ordering.
Everything "had to be delivered by them" and each set had a separate delivery fee (dinning room, living room, office) even though they may be delivered together at the same time. We were not allowed to pick up anything at the store and take it home ourselves. Their delivery people texted, phoned, and emailed us relentlessly. The day of the first delivery, they phoned me 3 times telling me they were "on their way to my house". Those calls were 2 hours apart starting at 10 am.
They delivered a China hutch (minus the glass shelves which they did not point out or even realize??), the dinning room table (leaving screws underneath after they left - had to have a repair man come figure out where they belonged), 4 dinning room chairs (3 had front legs which were wobbly and not able to be tightened - had to be replaced), living room end table (slate top was chipped and the table had to be replaced), and the living room coffee table which was fine.
It has been two weeks since the first delivery and they told me today my glass shelves for the China hutch are "on order" but still have not been shipped and may not be for 90 days. They won't even look into it until it has been 30 days. ** the sales person is supposed to call me today and I want him to take the China hutch back and fully refund my money. Any bets on that happening any time soon??
The second delivery date for the office desk and chair they again phoned, texted, and called. After my bad first experience, I had asked them to check the items prior to loading them on the delivery truck to be sure they were complete, fully assembled, and in good condition. The customer service phone person told me they could not and therefore would not do that.
The office desk was not made correctly at the factory and could not be assembled correctly at my house. The desk chair was also not able to be assembled correctly due to poor workmanship. Refusing to accept delivery, I had them put them back on the truck and now am pursuing a full refund of my money. We will see if getting my money back goes as quickly as they took my money up front.
KNOXVILLE, TENNESSEE -- We bought our 4 year old a complete bedroom set, which was about $3000. It looked like nice furniture she could keep several years. They scheduled delivery for about a month later, stating that's when the truck would be coming through our area. Their delivery crew consisted of non-English speakers unable to follow specific directions. My house is not difficult to find, but GPS is not accurate in our rural area. I told them that, and gave very specific directions. They still got lost, and proceeded to try to repeatedly call my cell phone along the way.
I work in an operating room, and can not take phone calls at work. The first time they called me along the way, I gave very specific and detailed directions. The driver clearly did not listen to what I said. I also told him I would not be able to answer the phone any more that night, and he would have to call my wife's cell phone, but he failed to listen to me then too. (Or since I didn't say it in Spanish, he didn't understand me). My wife finally called them and got them to our house. But they were driving an 18-wheel tractor trailer, which has no chance of making it up my 1/4 mile long rural driveway. So they unloaded the furniture in my barn and left.
When we moved the furniture to our house, it was missing the headboard and footboard to the bed. We had the rails, but no head or foot. I had to call them 4 times to get it arranged to be shipped to me. They refused to use a private carrier like UPS or FedEx, which would have cost them more than using their non-English speaking delivery people, but would have reliably gotten the missing items sent to me.
They scheduled to have the missing items sent to me in 3 more weeks. So 2 months waiting for them to complete the order. And that's assuming they don't screw up with that one, which would surprise me if it's right next time. Probably will be the same Mexicans in their semi-truck who won't listen to directions, because they think the GPS will bail them out. I wish we had never purchased from them at all, and I would recommend finding some furniture you like somewhere else.
SPRING, TEXAS -- I purchased my furniture from the woodlands store on Saturday 11/23. The delivery was then scheduled for Monday 11/25. Before purchase the sales representative told me the delivery people would not call before they delivered the furniture and they would show up anywhere from 7 AM till 10 PM that day. Because of this I asked if it was OK if I had my 13 year old nephew sign for the delivery so I would not have to miss a full day of work just for the delivery.
The sales representative said that was fine. Then when Monday came around my phone must not have had signal for a little while because all of the sudden I had 4 voice mails saying I had to have someone of at least 18 years of age to sign for the furniture and they provided a different number in 3 of them for me to call back.
The first one I tried never even went through, the second was an automated system for the woodlands store that never went to an actual person or ever told you to press a number to do anything, and finally the last number was, I believe, the personal number of the sales representative I had. It was not until the second time I called that third number that I was even able to talk to anyone.
After talking to the rep, she told me to call the second number, so I told her I already did, but it never gave me an option to do anything. She told me I actually had to press 0 to talk to someone. This is something I would not have known unless someone told me. This number got me in touch with the woodlands store where I asked to speak to a manager.
The manager told me there was nothing he could do to help me other than call me the next day at the earliest with the next possible time they could deliver the furniture (which would be next week at the earliest). On top of not being helpful, the manager's voice was obviously being rude. After not being helped by the store I called the first number again.
After 15 tries the number finally worked. This was the customer service. The customer service also said they could do nothing for me, but at least she contacted dispatch to see if the drivers were still in the area. This was about 2 hours after the delivery men came. If I would have had help when I first sought it out it would have been about 45 minutes after they were there and they may have still been in the area. For a company that says they are so interested in customer satisfaction, the process to get any kind of help was way more than it should have been.
WILMINGTON, NORTH CAROLINA -- We visited our local Rooms To Go store in Wilmington, NC to purchase at least two rooms of new furniture. Before my visit, I'd printed off several items I was interested in. **, was our salesman. He greeted us when we went in the store, advised he could help us, and promptly disappeared while we looked around. After we'd decided on the pieces, I went to find **. We discussed our furniture and then looked at the living room set. It was the Angelo Bay set, sale priced advertised at approximately 1000.00 as a 3 piece set. The room setup showed a recliner, end tables, sofa with chaise and ottoman.
During our conversation, we expressly asked if the recliner was included in the price for the set. We were told it did. It was advertised that you could get a television as well. At no time did ** mention that the TV Package was an additional 688.00. His sales info was extremely deceptive. This turned out to be a major issue- of course, when we received the furniture, there was no recliner- it was NOT included in the package, and there was nothing that could be done.
The second issue was with my nightstands. I'd previously purchased a bedroom set from RTG and needed more stands. ** told us that the original set was discontinued, but he could get comparable nightstands. I mentioned to him that my set is black and would need black. He stated he could get them with no issue. When my furniture arrived, the truck had wooden nightstands, in the wrong finish.
When we contacted ** and ** to advise - we were told that the stands didn't come in black (and they also asked "Can't you use the walnut stands?" No, I can't. It's not what will match, what I wanted, or what should have been ordered.) We had to call the store multiple times with absolutely NO resolve. ** told us at least twice that there is nothing that can be done about our errors... his suggestion? Use the money we spent on the stands to buy the recliner! No thank you. I will never order anything from Rooms to Go in Wilmington.
The sales experience with ** was absolutely horrible. Such a shame, because my last order with ** at the same store was wonderful. If this is how they treat a 5500.00 that was paid, in full, on purchase... I would hate to see how they treat customers who purchase only one or two items at the time. This store and this company, it seems, doesn't care after they get the money in pocket.
NORTH CHARLESTON, SOUTH CAROLINA -- I recently purchased the Dumont King Bedroom set from your store in Charleston, SC. However, within the first night the bed was loudly squeaking any time anybody moved in the bed. As I am a light sleeper, this is absolutely not acceptable especially considering the price of the bed. I immediately contacted Rooms To Go Customer Service in order to have a technician come look at the bed, and was told nobody could come look at the bed for another two weeks. That unfortunately meant another two weeks of sleepless nights with continuously getting woken up throughout the night.
To make matters worse, when the technician did finally arrive at the scheduled 4 hour time window he was by himself. He proceeded to look at the bed and confirm that it did indeed squeak very loudly, but that it was a two person job and we'd need to schedule yet another time window where we would have to set aside another 4 hours to sit at the house. Our order showed the size of the bed we had, and the problem we had so there is no reason why two people should not have been sent the first time, the reassembly of a king size bed of that size is always going to be a two person job.
After setting up another appointment we waited the entire time window and nobody arrived. Upon inquiring we were told the driver called and when nobody answered, he chose to not leave a voicemail and just not show up at all. Once again we scheduled another 4 hour time window and yet again nobody showed up and not a single missed call this time.
At this point I am done dealing with customer service and inquired about just having the defective furniture picked up for a refund since Rooms To Go is too incompetent to rectify the problem, but was told we couldn't do so without a technician looking at the furniture. Well a technician did look at the furniture already the first time and confirmed the problem, we just can't get a technician to come to correct the problem.