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102 Reviews & Complaints

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Poor Customer Service
Posted by Not going back on 05/22/2009
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 due to the fact 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 informatin 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!
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Posted by Soaring Consumer on 2009-05-22:
What happened was inexcusable, especially to be harassed by the employees after calling to complain. You should not have to suffer any penalty for their error and they do not deserve a cent if your money.

If they refuse you a full refund then dispute the charges with your credit card company.
Posted by Anonymous on 2009-05-22:
Hello Frisco!
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No Assembly Required
Posted by Gqpenn on 05/21/2009
FRANKLIN, TENNESSEE -- We bought a living room suit at Rooms to Go. The drivers showed up within the window of delivery and brought the right furniture... but the coffee table and end tables were unassembled. Before my wife or I could ask about assembly the delivery guys were in their truck and down the street. As luck would have it, Rooms to Go called at that moment to ask if our delivery was satisfactory. I told the CSR that, yes, we received the furniture, but that the tables were not assembled. The CSR asked if we had specifically told the drivers to NOT assemble it and I said no, we never had a chance. The CSR called the truck and made the driver turn around and come back to our house to assemble the furniture, which they were apparently supposed to do. The drivers told us when they got back to the house that Rooms to Go only assembles furniture for the elderly and the handicapped. My wife responded that we must be elderly because we needed him to assemble the furniture. As a parting shot the driver told us to tell the Rooms to Go survey process they need to pay their drivers for assembly because they weren't currently paid for that service.

I called Rooms to Go and complained about the horrible service. I was told what the drivers had said was untrue and assembly should always be included and that was part of the drivers' job. My complaint was escalated to their dispatch office.
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Posted by BokiBean on 2009-05-21:
Good for you! Glad you followed thru with this.
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No Return Policy in Fine Print
Posted by Pres on 12/18/2008
SAVANNAH, GEORGIA -- Be sure that you understand that there is a "No Return" policy with these people and their defense is that it is written on the back of the Contract. I looked at the back of my contract and the print was so poor and tiny that even with a magnifying glass I could not read it. They were very nasty and more or less said, "tuff if you don't like it" and did offer to send a repairman out to inspect. The couch is junk and no repairman is going to help the situation.

Stay away from Rooms To Go. The Disclosure Statement is carefully hidden so that no one can read it. I challenge them.
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Posted by Anonymous on 2008-12-18:
If the couch is defective you should be able to return it for a full refund. Most state consumer laws will back you up. If it is not defective then according to their return policy as posted online you can return the couch but you will only receive a refund 80% of the purchase price.
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Product Quality and Customer Service
Posted by Mimibass1 on 04/21/2014
PENSACOLA, FLORIDA -- What is blended leather? Is it from a blended cow? When I asked this question, I was told that our sofa sectional was made of leather on the surfaces that come in contact with humans and vinyl on the back and sides. Well when the headrest started to crack and chip, I was told that it is made of a blended leather which is a man made material with pieces of leather in it. I was deceived and lied to! Either it is leather or not leather? So if you are considering a leather anything from Rooms 2 Go, you better bring a scientist to determine what material you are buying.
Customer Service - This sign needs to be removed from that office. 1st the person at the store was rude and insisted I purchased the sofa on-line, which I had not - but she was disorganized and dis-shuffled.
Overall - do not go there - if you are going to buy furniture, go local!
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Was Actually Cool Experience! They Are Listening to You Guys :)
Posted by Theblondejme on 03/20/2014
JACKSONVILLE, FLORIDA -- It is working and I had a positive experience :o) I have seriously shopped at every furniture store in Jacksonville, Florida! I read all the reviews before I purchase furniture or basically anything. I was scared to purchase from them yesterday from all the reviews here. I asked them every single concern that was on here from the delivery, tech coming out, customer service care, to the actual fabric because I was nervous. They NOW have the fabric protection include the cracks, peeling, and fading and not just leather conditioner or just spills.(yay) I have one piece of furniture coming 2 days from purchasing from 7am-10pm. LOL note the time. We bought the furniture 15 mins. before closing and the guy actually pulled up a calendar.

We could now pick out delivery dates. The calendar showed the available times for the rest of the month. I have a kids bed coming from a warehouse on the other end of the state in 2 weeks. I actually think you guys made them listen because the people there had all their ducks in a row. I asked about the fabric protection and even talk to the manager about it. Whatever you guys complained about worked! It was actually easy .. they even walk around with IPads to access information faster for people. It was actually quick and easy (shrugs)
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Poor Customer Service
Posted by Jamieann1110 on 03/18/2014
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 suppose 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.
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Delivery Time Frame Is Horrible, Horrible Customer Service Experience
Posted by CAMPILLO.MIRIAM on 03/18/2014
JENSEN BEACH, FLORIDA -- They advertise same day delivery, maybe if you buy a floor lamp and take it with you. We purchased sofa and chair, promised in two weeks. Kept calling for update during 2 months, finally scheduled appt. For delivery requested any time after 10am. Said they cannot schedule like that in the "rooms to go world". Customer service reps were very unprofessional and just right mean. Like they did not care and not able to assist. If I want to schedule another delivery date without any time windows option I have to wait another week.

Horrible, horrible service. Cant imagine what would happen if I had a warranty problem with the furniture.

Canceled our order and went to ashley furniture.
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Screwed Up Delivery. They lie..
Posted by Cliff621 on 01/31/2014
We got screwed. They finally delivered our merchandise around midnight - it was damaged and still over month later and after numerous calls still not repaired. I asked for the delivery fee to be returned and they refused. Worse they say it isn't their fault. They are a scam..
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Very Shady. Should Have Known Something Was Up When They Kept Whispering to Us!!
Posted by Tesinko on 01/13/2014
We wanted to exchange the carpet for a lighter color. We were treated like 2nd class citizens and sent to the far corner of the store to be dealt with. This was all whispered to us of course. Then we were told it would cost us $ to have the carpet switched out.
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Poor Customer Service, Response and Quality
Posted by Ldba23 on 12/26/2013
I have sent countless emails over the last 6 months to no avail about the poor quality of my couch. After finally speaking to someone I was told too bad and that I waited too long. I am so disappointed in the lack of customer service and unwillingness to help me exchange my purchase for something even more expensive. It's sad that they don't care about loosing a customer after 15+ years.
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