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Rooms To Go - Page 2

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1.3 out of 5, based on 33 ratings and
106 reviews & complaints.

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Squeaky Furniture Horrible Customer Service
Posted by on
Rating: 1/51
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.
     
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Damaged Furniture
Posted by on
Rating: 1/51
GREENSBORO, NORTH CAROLINA -- After spending approximately 5500.00 with your store I can say it has been a very horrible experience. I received my first delivery of my two ticket order numbers xxxxx and xxxxxxx on 3/19/13. I came to the store and made an exchange of some pieces. Pick up and exchange occurred on 4/2/13. TV chest delivered on 3/19 was damaged. Server delivered on 3/19 was damaged. Console delivered on 4/2 was damaged. Repair man came on 5/7 and further damaged furniture. I submitted photos to RTG was told I could exchange all 3 pieces except the server was discontinued so I would either need to pick out a new one or receive a 15% discount = 67.50. Next delivery scheduled for 6/27 to replace TV chest and console. 6/27 TV chest and console delivered- TV chest in good condition, console once again damaged. Sent back with truck.

Contacted RTG discussed damaged console said order would be flagged and warehouse supervisor would inspect prior to delivery. Would offer 20 % on Server and no more 90.00 I had 30 days to decide. I informed I had been to the store and can't find another I like and that 90 dollars doesn't pay to repair what I have. 6/19-deliver console- box sealed- not inspected- back corners smashed damaged as before. Sent back to truck and not accepted. Spoke with April. Tried to negotiate rate on server. Rate not accepted. Promised warehouse supervisor would open console box and inspect console prior to delivery.

7/26- received call from driver they were on their way at approx 7:45am. Received voicemail from Trisha at 8:15 stating her driver was at the end of my driveway and could make it down my driveway to deliver. I returned the call to dispatch. Trisha was very rude. Obviously RTG has delivered here many times before. I won't even get into the rudeness of the dispatcher at this point. My brother met the driver. The driver was expecting my brother to drive him along with the console once the box was opened. The box had not been inspected. The box was opened. The console was once again damaged. This time on the back lower corner with exposed wood.

As far as I'm concerned you can come pick up the entire order. You can't get what I have right. I paid a decorator to get a certain look for my home and now I have damaged furniture. Come get it ALL. I've read RTG reviews on line. Shame on me! I'm posting here just for starters. I've been very patient. 5 deliveries later not so much.
Company Response 07/31/2013:
We do apologize for the experiences you are having. We have seen your posts on other forums and have responded. Again, we would like to look further into this for you and see what can be done. If you would like for us to do so, please contact us at Tellus@RoomsToGo.com "Attention My3cents". Again, we apologize and look forward to assisting you with this matter.
     
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Poor Quality, Poor Service, Awful Finance Option Gigantic Nightmare
Posted by on
Rating: 1/51
RALEIGH, NORTH CAROLINA -- I went to Rooms to Go searching for living room couches. Initially I went in because it seemed like everything was reasonably priced. I found some cute couches that I liked that were going to cost me about $1500. I put a good amount down and convinved myself that financing would be OK.

First the young gentlemen that helped me ended up putting the wrong address for my bills to be sent. I started getting a little concerned after I had not received a bill after the 60 day mark the gentlemen who sold me the couches had said. I received a phone call from GE Capital who I financed with and they had told me I was behind 3 months! This of course upset me telling them I had not received a single statement. We then figured out that the address was incorrect, but that I still had to pay late fee and 3 months. This was ridiculous to me since it was not my fault they had received incorrect mailing address

I ended up paying it anyway, and I received my statement for the next month, but after that month started not receiving them again. I called GE Capital and man said that mail was being sent back. He said they would not charge me late fee and that my statement would be received in 6-6 business days. Of course it was not received. I tried setting up my account online and it did not work. I was beyond frustrated. 2 months pass by and I have now received a phone call from GE Capital telling me I am 3 months behind and I need to pay it now.

I explain my problem and man apologized and says it looks like our records were not updated. RIDICULOUS!! I don't like to exchange any of my credit card information through phone so I told him I would pay the amount once I saw a statement in front of my face. I will NEVER be recommending Rooms to Go or ever step foot in that building again. The threads on my couch are coming off and feathers keep coming out of my pillows. Do NOT do business with Rooms to Go.
Company Response 07/17/2013:
We apologize that you are having so many issues with GE Capital. Unfortunately, they do handle the financing and all payments internally. While we cannot change that information, we can have our finance department look into having GE Capital contact you. In regards to your living room furniture, we would like to see if there is anything we can do to assist with that. Please email us at TellUs@RoomsToGo.com "Attention My3Cents" along with your order information and we can look further into your account. Again we apologize for the disappointment and look forward to hearing from you.
     
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Requests for Under Warranty Products Are Ignored
Posted by on
Rating: 2/51
GULFPORT, MISSISSIPPI -- In July 2013, I purchased a bedroom set and mattress ($2, 250.00 approx) for my son. It was delivered with multiple but small scratches. Knowing how hard it is for me (due to work schedule) to arrange for pick up and delivery, etc...I decided to allow them to "fix it" (Bad decision). The work is sloppy. The small scratches were less obvious than the marks/spots on the furniture after they are finished "fixing it". I took a deep breath and although upset, I let it go.

By Feb 2013 the drawer runner had almost disappeared (the wood had "shaved" and the drawer was not staying centered). I was very busy at the time and did not call them to come fix it until the beginning of May 2013. Two weeks later (mid May), the technician came and said he couldn't fix it due to not having the parts needed (I understood although I did not understand why I wasted time describing over the phone what was wrong with the dresser if the technician was not going to come prepared). He said it would take 2 weeks and he would give me a call. I let him know, it would have to be a Saturday (day off) and he seemed perfectly fine with the request. Two weeks later, a message was left on the answering machine (by the technician himself) letting me know he would be coming the next day (weekday) at 8 am. I called him back but there was no answer so I left him two messages (at different times) to let him know a weekday was not possible for me. I never heard from the technician again.

I called Rooms to go again at the beginning of June. I was mad and I have to admit, also rude because I was very frustrated with their service. This was complicated by a condescending attitude from the customer service staff over the phone. I was told there is nothing they can do and I just need to wait for their call. I wanted to established another complaint about their service but I was denied the chance because I already had a complaint and there was nothing for them to do for me. Tomorrow is June 30th and no one has called me from Rooms to Go. The product is still under warranty plus I bought extended warranty on everything but they literally behave as if they do not care and have no intention to fix the defective product. I have had other problems with them in the past. Seems that there is always something wrong but has taken me 3 purchasing "tries" to complaint online.

Please, do not believe their commercials or their sales staff. They will tell you what they know a customer wants to hear. When the moment comes to make it right to the customer, they turn away and let you sink. The products are not of good quality and the customer satisfaction experience is dreadful.
     
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TellUs.RTG on 2013-07-01:
This is unfortunate to hear. As you mentioned, it sounds as if you are still under the Rooms To Go 1 year warranty. We would definitely like to investigate this for you. While scratches are not covered beyond 48 hours, we would like to see the results of the technicians visit. Please email us at TellUs@RoomsToGo.com "Attention My3Cents" along with your order details so we can look further into this. Again we apologize and look forward to hearing from you.
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NO Return policy!!!!
Posted by on
Rating: 2/51
ARLINGTON, TEXAS -- Bought a mattress from Rooms to Go. Don't do it!! It's been a nightmare! Slept on it for 2 nights. Very uncomfortable my hips and back hurt! Called customer service wanting to exchange it. Very, Very rude customer service employee told me they have a "NO RETURN Policy" and I was "stuck with the $1300 purchase". She claimed it was all in the paperwork which I read and never found!! The store saleswoman claimed she was told not to tell the customer about this fact unless specifically asked! The store FINALLY did make good and replaced the mattress after making me keep it for 2 weeks and then incredibly delivering a wrong second mattress!Finally a month after purchase (and $152 more delivery fee) the right mattress was delivered and I'm sleeping well but I will not never again shop at Rooms to Go! Sad because I've been a very long term customer!
     
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At Your Service on 2012-11-26:
Not to take sides with this review, it is important to point out a very poor assumption that this consumer made -- that the customer is somehow ENTITLED to a refund. Unless documented within the process of the purchase, and thereby being able to show it became a condition of the sale, the purchaser does not have the right to undo the sale; anymore than the seller has the right to contact the customer and determine he/she wants the merchandise returned.
R U Kidding on 2013-06-18:
That's ridiculous. You should be able to return ANYTHING you buy, it's not "entitlement" - it's called good customer service. I have been in retail for over 25 years, it's how things are done. I am looking for bunk beds now and was set on getting a great full size set with a trundle and three mattresses, it will be nearly $2,000. There is no way I am buying from RTG after reading these reviews. OMG. Really? Not happening. Who operates like that???
kiki on 2013-09-01:
yes Rooms To Go have bad customer service. I will never go buy anything from RTG. hhhh wow no return
Stacey on 2013-10-27:
I just had a similar experience and I am absolutely shocked. No return policy?? This is ridiculous! I will never shop there again as well!
Jason on 2013-11-21:
To comment on the first writer's response, it is not as cut and dry and that writer is making it seem. If there is no return policy, but a return policy is a common practice within the industry, the customer may be relying on this and you could argue that RTG should tell clients of their deviation from industry norms. Also, if the bed hurts to sleep on it then it might not pass the implied warranty for merchantability, since it would not be suitable for its ordinary use (sleeping). Basically it is not as cut and dry as that person made it out to seem. If you feel that what they are doing you should fight for what you think is right.
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Don't buy furniture from Rooms To Go!!!
Posted by on
Rating: 1/51
COLUMBIA, SOUTH CAROLINA -- I bought a leather living room set from ROOMS TO GO about 2 years ago and now the leather is cracking. I also purchased a protection plan when I purchased the set so that if anything happens it would be taken care of. So, I called to get my leather set repaired, but they said that my protection plan was only for spills. I can't believe I wasted over $160 for a protection plan that could never be used. I also purchased a dining room set a couple of months after I purchased the leather living room set and now the chairs wood is wobbly. I barely use my dining room, so how can something that's barely being used break down this quickly?? Please DO NOT buy a thing from this company, because you are not getting your money's worth!!!!!!!!!!!! Room TO Go are crooks and they charge way over price for poor quality furniture!!!!!!!!!!!!
     
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CrazyRedHead on 2012-11-12:
I take it you didn't read the protection plan before you bought it to see what it did and didn't cover, so you know what you are getting into.
HOUSTON, TEXAS on 2013-07-11:
THE SAME EXACT THING HAPPENED TO ME! You are so right. I just spent 4 hours on the phone trying to get my leather sofa, love seat and recliner to be inspected for a repair. The leather is pealing and cracking. I paid for extended warranty and they agreed to send a technician to my house to check them but only the sofa and love seat are covered. They said the recliner was delivered on a different date
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Delivery 5 Weeks After Purchase
Posted by on
Rating: 1/51
AUGUSTA, GEORGIA -- I purchased a new bedroom suit from Rooms To Go that was in their ad booklet and asked for a delivery for June the 5 which was 17 days after the purchase. The issues that I have is they are telling me that they couldn't deliver the bed until June the 21th which is more than 5 weeks after the day of purchase. How can you print a ad booklet stating that you have next day delivery with this bedroom suit in it saying that they have next day delivery. I gave them 17 days to deliver that bed! I have a big issue with Rooms To Go and will never purchase anything from this company ever again. I will make sure I tell anyone not to purchase from them also.
     
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Posted by on
Rating: 1/51
AUGUSTA, GEORGIA -- Our nightmare with RTG began Nov. 2010. We ordered a leather couch and love seat. About 4 months later we noticed faded streaks in both pieces. Of course you have to call the 1-800 call center, I call them 1-800 idiots, to have a tech come examine the furniture. The tech comes and says they have this fading occur on this furniture all the time. I wanted to choose a different furniture and RTG said no I could get same kind again. Well I did. Two months later the "new" set begins to fade. I called the 1-800 idiots and they sent the techs again and the techs said the same thing about the fading. Well I still don't want my furniture replaced. I only want them to pick up furniture and just let me be finished with RTG. They said I could replace it with another kind of furniture. Well we choose more sorry furniture. On this third set of furniture the frame was bent on the recliner and because the front legs on the love seat were to far back it would tip forward throwing you out of the seat. The 1-800 idiots said we were not sitting on it properly. Well I begged the local RTG people to please take furniture back. I just want to be finished with them. Its like they continue to punish you for making the mistake of buying their sorry furniture. I am now on my fourth set set of furniture. I hate the day I ever set foot in RTG. I want everyone to know how awful the furniture and service is. It's a shame you have a LEMON LAW on a vehicle but you don't have one on furniture.
     
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Alain on 2012-03-24:
Try contacting the Georgia consumer protection agency about this via http://www.georgia.gov/00/channel_title/0,2094,4802_5041,00.html
HOUSTON, TEXAS on 2013-07-11:
I agree with you. I have the same problem with my living room set. I'm not buying anything from Rooms To Go ever again. I also tell all the ppl I know to steer clear.
holley on 2013-12-09:
I agree! Bought a dining room set and coffee table that match. What a bunch of crap this stuff is! They delivered the sets damaged. Now 6 months later they still won't help us and tell us the items are no longer in stock. All they
could do was offer us $16. I'd rather burn this stuff. Never ever buy anything from this place!!!!
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Worst Customer Service & Delivery EVER!!!
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TAMPA, FLORIDA -- I ordered a Tempurpedic mattress, bunkie board, and mattress protector to be delivered to my home. I was told they would arrive from 1-5 on a Friday. At 4PM I received a call asking how my delivery went. I had yet to have my items delivered. They told me they forgot to put the mattress on the delivery truck and that apparently I told the delivery driver when he showed up at my door that it was okay. I never told anyone this nor did anyone show up at my door. All lies. The store, North Dale Mabry and 275 location, said that they could not just go back to the warehouse and re-deliver on the same day. I had to take the afternoon off from work to wait around for nothing. Then they tried to redeliver on Saturday morning at 8AM, except they were trying to deliver to the wrong apartment. They said that I refused to answer the door. They never came to my door. When they finally arrived they did not bring the bunkie board for the bed to be put on (in place of the box spring) and wanted me to accept a mattress that I could not trust was the correct one without it being in place on the bed frame. They took the mattress back and told me they would not go back and get the missing parts and would not redeliver. I decided to cancel my order and wanted my money refund. They told me they could not do this while my mattress was still in delivery status but they refused to redeliver. I went to the store and the manager Marc refused to return the money to my card and I would have to wait until corporate to take care of it. Then the manager went on to blame me for the delivery problems. I will never shop at any rooms to go. The customer should never be blamed for the incompetence of its own company. They are shady, liars, and down right thieves. Beware of this company, you will become a victim too.
     
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Alain on 2012-01-24:
Don't wait too long before challenging the charge to your credit card. There are time limits after which a charge can't be disputed.
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Furniture Shopper Beware!!
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PANAMA CITY, FLORIDA -- It would be a shame to rate this business anything less than horrible. They do not even deserve that. The customer service is over with as soon as they are done bending you across the counter. Any mistakes made with the order, or something isn't quite right, you are responsible for shipping,(at a super inflated rate) if they will even exchange it. The merchandise they sell looks good on the floor, but is of very poor quality. It is so bad that when asked the name of manufacturer It is answered "we have it custom built in Italy to our specifications" The warranty is over as quickly as the customer service. You call the store for customer support after the sale, you are given an 1800# in Swamiland.

Any problems they will send a "tech " to appraise the damage/defect. You will quickly receive a call claiming "It has been damaged during home use". The hitech leather preservative protector they sale you is the same stuff as Hein Gierke Leather Treatment mfg. in Ga. and available in any motorcycle shop for a few bucks a bottle. It will not do near what the salesmen claim. We spent over 5 grand with them, and it is deeply regretted. They will not stand behind even a $200.00 Tiffany knockoff lamp shade that was improperly soldered and fell apart.

Not even going to bother with the TV stand of "select hardwoods and veneers with hand rubbed lacquer" that the paint is just flaking off of. God forbid a year or so down the road other stuff falls apart, just have to duct tape it and patch it or kick it to the curb. Ask around, Google reviews through Yahoo and others before you shop there.

We found out the hard way afterwards and have found nothing positive about anyone's shopping experience there. Everyone we spoke with had negative to hostile comments. DON'T GET BURNED AS WE DID. Our money is hard earned, it takes a lot of saving and sacrifice for a purchase like this.

Spend your money at some other store, or better yet buy antique American made furniture. Much much better quality than this imported crap, and the warranty is just as good.
     
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