ALPHARETTA, GEORGIA -- Many negatives are often posted, here is a positive. We purchased a new bed set, TV stand, dresser and side tables. On initial delivery there were three problems. The TV stand had a very visible wood gash, the power mattress did not fit the bed frame and the side table had a drawer that did not fully open. Sounds horrible.
I treated my relations with the store manager with courtesy and no anger. Results are much better than others have reported here. The TV stand was replaced. The Power Frame was replaced with one that fit inside the wooden frame, a perfect fit. And the drawer issue is being addressed too.
All of the delivery workers were great to deal with and the store manager faced the issue square and worked with us ON THE LEVEL to address our obvious concerns. Takeaway - do not get angry, but rather WORK THE PROBLEM with your store and you'll get a better solution than screaming and yelling.
NASHVILLE, TENNESSEE -- Bunk bed had chips upon install. Queen bed was missing a piece (no big deal, things happen). Was told when they would come to fix it. They would not work with my schedule. I had to cater to them and the times they wanted or wait a month to get it fixed. They would not give a refund or discount for a service they did not provide. They treat you like nothing once you pay them and the installers are random guys who did not do a good job. I had to go behind them to tighten everything up. I will not buy even a pillow from this company ever again.
FRIENDSWOOD, TEXAS -- We waited 2 months for a bed and it arrived broken. We had to wait another week for the part. We called customer service and they told us "It is what it is". We purchased several items with them and were regular customers. Horrible customer service too.
I ordered a chair for my daughter based on the color shown on their website. The color that arrived at my home did not match that color shown on the website. They have a policy (regardless of whether the item matches what's shown online or not) that the consumer has to pay the return shipping charges. So they post a picture, ship me an item I didn't want and I HAVE TO PAY $50.00 TO RETURN A CHAIR I DON'T WANT. BEWARE OF THIS COMPANY!!!
FORT MYERS, FLORIDA -- Beware when purchasing anything from ROOMS TO GO that they have a no return policy. I first called customer service and was told to deal with my local store where the item was purchased from. When I called the store the mgr. told me that there is no policy resulting in a $300 (unopened) carpet that doesn't fit in my room cannot be returned or credited for anything else in the store.
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.
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.