RICHMOND, VIRGINIA -- Day 1: Paid for my order in full. Apparently the chair to my dining room table, you know the ones on display, have been discontinued. The salesman places an order without my knowledge for different chairs. Day 2: Realized that the order was wrong. I contacted the store. The manager said that I had to come across town to the store. He could not correct the mistakes over the phone. When I arrive at the store I realize, not only are the chairs wrong, the sofa is wrong as well. The manager then proceeds to blame me for not knowing the skew numbers (as the receipt only is a description, not a photo).
He is also rude, and tells me I must pay another $150 for the "discontinued chairs". In frustration, I pull out my credit card to pay, and I am then told I have to pay from home because he cannot take my payment for 30-45 more minutes. He said he would call me within the hour and let me know when to make my payment. 3 hours pass...no call. I call the store..."Andy is at lunch" so I speak with another manager...Beth. She is very rude and not helpful. An hour later Andy calls me, and I make my additional payment.
Day 4: My order arrives. I have my niece there to accept. I assume everything is okay by the pictures she has sent me. Within minutes of the delivery truck driver leaving my house, I receive a phone call from customer service. They want to know how my delivery went. I explain that I am not there. The woman on the phone says..."Well who is? I need to talk them." When I tell her I am not giving her my niece's number, she said "You need to contact us in the next 24 hours" then hangs up. THIS WAS THE WORST CUSTOMER SERVICE EXPERIENCE I HAVE EVER HAD! I spent almost $3,000 and was treated horribly. I will never purchase anything from this store again!
HALLANDALE BEACH, FLORIDA -- Bought 6k worth of furniture from them with the stain warranty. Salesman at the showroom assured me that any stains would be covered and if they could not remove them, they would replace the furniture. After three years there was a bit of dirt staining the arms from people resting their arms there on a couple of the pieces, and 2 spots on the back which might be spaghetti stains I'm not sure. I called them, they sent out a technician who took pictures and said I would be called back.
No call after a week, I call back to follow up and the customer service said that the couch was "dirty all over" which is simply not true and that they would not be able to remove the stain. How do they know if they did not even try, and they don't even know what type of stain it is? What gets me the most is that they did not even try to remove it with their basic product. They just "assume" they can't remove it. When I mentioned that over the phone they say that "I would not be happy with the result unless the whole furniture was cleaned the same way".
Who are they to tell me what I would be happy with? That is the worst excuse for denying someone service that I have ever heard. Looking at their website it's clear that they are able to reject your claim based on solely their discretion and that almost any type of stain except a basic food or drink stain is not covered. Without a way to test what made the stain, they can deny your warranty almost every time. So basically, it's a huge scam. No wonder Rooms To Go is being sued in Florida for 5 millions dollars over their protection plan.
This sounds like a nightmare. Are you able to send us the details as well as your order info to Tellus@Roomstogo.com?
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.
RALEIGH, NORTH CAROLINA -- Customer service is terrible. My fault was I was unaware of the 48 hours "buyer remorse" return policy. This is not buyer's remorse. I would still purchase the ottoman if it was an accurate color. I purchased a furniture set a year and a half ago, unable to afford the ottoman. I believed they had stopped selling the set so I was thrilled when I saw it online, not aware of the slight color variation. I received the ottoman on a Thursday and I work weekends. When did I have time to sort out the discrepancy?
Now I'm stuck with an ottoman that doesn't match and customer service who didn't even try to fix the situation. All I got was lousy sorry with no attempt to resolve the issue. An exchange maybe for the right color? Nope. Will definitely not recommend Rooms To Go to anyone. Especially online purchases.
Thank you for sharing your feedback. We were able to see your other posts and have responded.
TAMPA, FLORIDA -- We bought a living room set less than a year ago from Rooms To Go. The furniture is of cheap quality. Staples coming out, cushions busting at the seams. We paid for Scotchgard. And furniture is clearly not scotches guarded. They came to "fix" it several times. And the furniture is still falling apart. They will not replace the furniture, but want to keep sending techs out to try and repair it. They also want to send out yet another set of replacement cushions. DO NOT BUY FURNITURE FROM THERE. They have very cheap quality furniture. Very disappointed. I still have my furniture from Big Lots since 2009. Furniture is still standing strong.
CONCORD, NORTH CAROLINA -- We were not treated very nicely by a salesperson in the showroom because we had our children with us. I had come back to look at the 3-piece large sectional in blue several times. It looked really edgy and comfy. We ended up ordering it and when it was delivered, the men knocked over and broke a couple of one of a kind pieces of pottery. We never received the proper fitting cushions for the couch. One side of the couch end cushions juts out the wrong way. We have had the couch less than a year and it is sunken, misshapen, and uncomfortable. I wish I could send it back! What a waste of $2500. :(
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.
FLORIDA -- Approximately two years ago, 9/14, I purchased a baby car bed for my baby son and also at that time purchased an extended warranty. Unfortunately, the hood of my baby's bed came off recently 12/16 leaving sharp edges. On December 22, 2016, a service tech came to my house. He was very offensive, and told me that my baby had broken the bed and that the company would not cover the broken hood.
I expressed to the service representative, customer service representatives, my concerns that the bed was now dangerous, it's not safe for my son to sleep, and would like it to be repaired under the extended warranty. There seems to be a culture of hostility, lack of courtesy, disregard, with my recent phone conversations with Rooms to Go. I have been left in limbo, with a broken baby bed.
ARLINGTON, TEXAS -- The living room furniture was to be delivered between noon-4 pm today. It is already past 5 pm, no call from Rooms To Go and no delivery yet. Called them twice, was told that they cannot get hold of the driver. The 3rd time was told there is a note that says they tried to call and there was no answer. That is a lie, the phone was always with us, we were at home, the phone shows no missed calls and no voice mail.
Called the store and talked to the sales person, was told that she has no control over delivery and should be here sometime today. So when they say deliver is between noon-4 pm they don't really mean it. Now after reading the other reviews, I am not sure about the condition or the quality of this furniture either. And they charge for delivery.
MYRTLE BEACH, SOUTH CAROLINA -- Initially never received the charger for the chair, rendering the rocker useless for three weeks till we received it. Once plugged in, it had to remain plugged in for the chair to operate, which, according to the directions, creates a fire hazard. Either plugged in all the time or useless rocker. They refused to exchange or refund, and after wife and I complained, they asked us to leave the store or the police will be called.
The chair remains plugged in and we sweat out a fire hazard. We are retired seniors and did not deserve to be treated in that manner, after spending almost $10,000 dollars. The furniture received is substandard and could not be returned. Do yourself a real favor... "Pass this store up," you won't regret it.