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Rooms To Go Consumer Reviews - Page 4

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Highly Upset
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

DALLAS, TEXAS -- If I could rate zero stars I would - their service is terrible & not even worth 1 star, but that's the lowest I'm able to choose. WORST CUSTOMER SERVICE I'VE EVER EXPERIENCED IN MY LIFE!!!! I bought a new leather sectional couch that I paid almost $1,500 for. One part of it completely sunk. I bought the extended warranty. I called to have them come look at it. They sent out a technician (who was an idiot) that completely failed to do his job & said he fixed the couch & didn't report anything. I called back and the customer service said that had no record.. of course. So I scheduled another technician. The technician called me & explained that the couch was not repairable and he would recommend a new couch. When I waited for the final results from Rooms To Go, the representative told me, "there's nothing we can do, I'm sorry". Mind you, at this point I'm a month and a half into the waiting game. So I called the warranty office yet again (for about the 20th time). They said that since my couch was no longer being produced (surprise) that they are going to recommend a repair. Of course, Rooms To Go didn't agree and it was a back and forth for at least a week. FINALLY they agreed to repair it. I set up a time for them to come pick up my couch & IRONICALLY, the truck broke down that day!!! Woo hoo!!! So, I rescheduled another time - waiting 2 additional weeks. I also requested for the technician to call me to give me an hour window to schedule someone to be at my house when they were going to pick up. Yeah, they said an hour. Now it's been THREE HOURS later & still no tech. After waiting 30 minutes with customer service, a very rude representative answered and the manager then said, "I'm sorry. That's all I can tell you." I'M SORRY TOO. THAT'S ALL I CAN TELL YOU. SORRY I EVER PURCHASED FURNITURE FROM HERE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

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No Rest for the Weary
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

FORT MYERS, FLORIDA -- In April of 2015 we purchased two queen mattresses for a rental property. We explained that it was a rental property to the salesman who then told us that the mattresses we purchased would be good. Fast forward to the beginning of 2017. The mattresses were sagging and the renter said the mattresses were so bad that he had to sleep on the floor. I understand that mattresses don't last forever and a landlord needs to buy a substantial one for a rental property. The problem is that we were told that these mattress were good ones. However, these mattresses did not even last two years.

We tried calling Rooms To Go when we received a call from our tenant who told us that he would be moving out without paying because of the uncomfortable bed. Rooms To Go told us that it could take a while for someone to even come look at the mattresses and then maybe even a month before they determine if they will allow us to replace with same/similar mattresses. Everything about that solution was idiotic. Not only would we lose all the money we spent on poor mattresses but we would lose the payment from our tenant, and we would be replacing poor mattresses with poor mattresses.

I wrote them a letter to tell Rooms To Go about this dilemma. A representative did call me to discuss, but that was to no avail. I am writing this review simply because I don't want anyone else to be misled by Rooms To Go. There are many more reliable stores in the Fort Myers area that sell mattresses and also furniture. We found one. This more reputable store directed us to appropriate mattresses for a rental property and delivered the mattresses in a timely fashion.

Our story ended well simply because we chose to cut our losses and deal with a store other than Rooms To Go. Unfortunately, though, Rooms To Go's unprofessional sales manner in 2015 caused us an expense of several thousand more dollars after less than two years. An expense we never thought would come so soon. Rooms To Go will never be a choice for us when buying furniture, mattresses or anything else they sell.

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Underhanded Business and Damaged Property
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

DUNN, NORTH CAROLINA -- BEWARE!!! If I could give them a negative 10 I would and I would NEVER order from them again. I ordered a house full of furniture from Rooms To Go. Most of it came in fine, but some was damaged when they got it off the truck. They were great about returning it and setting up a new delivery in a timely manner. But when the replacement came in, they damaged my hardwood floors and did not set up the furniture where I asked. I paid for set up delivery and the two men let me, a small female to move the furniture where it belonged. Then when they called to follow up on the delivery I explained they dropped a piece on my hardwood floor denting it. They said the would file a damaged property claim and get with me in 5 business days. I missed the phone call from the claims lady, Cynthia. I called her back and left a voicemail. Never got a return. On the daily phone calls to purchase the warranty I explained I was waiting on the claims lady and they put me through to customer service. They said I needed to wait to talk to the claims person assigned to me but they would send her a message. The last attempt I made was Sat Mar 4th. I waited. At 8:48am this morning I got a phone call while driving, so I could not answer it, it went to voicemail. It was my claims person, Cynthia, saying that per Rooms To Go policy a damaged property claim is closed after 30 days. My delivery was on Feb 9th, this morning is Mar 10th. This is a very underhand and sneaky way to handle business and I would have expected more. She waited until the day after what would have been 30 days to call me back. Cynthia and Rooms To Go, I would like to point out that February has only 28 days... My claim should still be open until tomorrow, March 11th. I have been trying to call her direct extension she game me and the call rings twice and hangs up. This is a horrible and shady way to do business. Very sneaky and unethical.

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No customer service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

GULFPORT, MISSISSIPPI -- After waiting weeks for a recliner to be delivered, it was finally delivered. The cord was missing and I was assured RTG would overnight the cord by one of their CSR. It was not sent. I called the next day and was told it would be three, 3 weeks before a new chair could be delivered! I explained I did not need a new chair but only the power cord, the CSR could not grasp the information, I requested his supervisor and she was no better possibly a little crasser. I requested her supervisor, but she was the only one on duty. Her best offer was I had to wait 7-10 days for a cord ... if one was in stock .... she could not check stock at this time and I could call back in a couple of days! I explained how this was poor customer service at best, her response was well we can spend the day discussing the issue, but that was their policy ... Period!!!!!!!!!!
I called back after two days. I never received the part and my wife called Saturday, and was told we would need to wait three months for a new chair. I called back and spoke to a supervisor, and was told if they had the cord it would be shipped in 7-10 days, but if you did not have the part we would wait three months for a new chair! As a customer this is NOT acceptable, and very poor customer service.
I called again on Monday, and was told by your representative he would e-mail the parts department and check on the availability of the cord and call me back.
A day and a half later I am still waiting for my call back. So as you can see calling the number you supplied does absolutely nothing!!!
If you want to help, my order number is 21260163.

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Terrible...Just Terrible
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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!

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Poor Delivery and Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

KATY -- I purchased an Eric Church dresser and was scheduled for delivery today (Oct 27). The delivery guys called me exactly between 11:50ish and told me that they are already at my home. At that time, I'm in the office and my wife is out as well enroute to her business. I was expecting at least that a prior notice or a call will be placed an hour or at least 30 minutes before they reached their destination. This will ensure that somebody is available at the time of delivery.

So to cut it short, they left and their customer support told me that I have to wait for 48 hrs to reschedule. 48 hrs just to reschedule (note: we've already waited agonizingly 3 weeks)??? I don't know how many more weeks to wait before they deliver!!! During my conversation with the customer support: I raised several points such as the pre-delivery call which they didn't do, the scheduled delivery time I received from SMS which is between 12 to 4pm (and yet they arrived 11:50ish in the morning) and the time frame mentioned on the receipt which is between 7AM to 10PM. CS responded that it is NOT a policy to conduct predelivery notice call and they have no control over their subcontractor drivers. Also, they can't do anything but rather wait for 48 hrs to reschedule again. I asked again if there's a hotline where I can file a complain, but the CS agent told me that even if I raise a complain that will never be actioned.

First and foremost, all other companies have a pre-delivery policy such as Best buy, Wayfair, Target, etc... and why Rooms To Go can't do it? We bought a lot of stuff from this company and most of the time they call me an hour prior to delivery, but this time they missed. Secondly, why the Customer Service not providing any alternative and I have to call you twice since the first one dropped the line as I was trying to ask what else can be done (I was not raising my voice nor cursing). You better train your CS Team, even them they are aware that following up is hopeless. Lastly, the committed time is between 12pm to 4pm, how come they deliver at 11:50am. Please understand that not everybody has the luxury of time, Rooms To Go has to respect and observe your commitment.

While I love your products, I am totally upset with your support team. This will bring your business down. Please for the love of humanity, fix your support system!

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Rooms To Go Warranty Is a Scam
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

Company Response 08/10/2016:

This sounds like a nightmare. Are you able to send us the details as well as your order info to Tellus@Roomstogo.com?

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Delivery, customer service, product
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

KNOXSVILLE, TENNESSEE -- I bought dining room set back in November sometime. When they delivered the glass top was broken and base had scratches and two chair lag had scratch so badly the delivery guys call the customer service and request the replacement for the chairs and a base and a new glass top. SECOND TIME they came with broken base with another chair with scratch. The delivery guys said they reported and it will replace soon. Few days later I called and ask about delivery days, and they said they don't know anything about the replacement and ask me if I can use paint to touch up. I said know the scratch area was too big and noticeable to cover and they set up the replacement. And THIRD TIME they delivered and finally got all piece together 3 months after I ordered and paid.
Well, I guess I didn't learn my lesson after all that problems, I went to the Rooms to go again on Feb, 3 and bought power sofa and recliner set and paid $2849.70. Again FIRST TIME I received one good recliner and one broken recliner and sofa that didn't even make to the front door because it was ripped. So they put replacement for the recliner and this time I make sure call the customer service and talk to them about the sofa. Couple of weeks later SECOND DELIVERY came at 10 P.M.( I don't know if any other furniture store deliver this late) with another broken recliner and another ripped sofa. So I had call to customer service and had to set up an another delivery for replacement and new sofa. Few days later I called back to check about the sofa because I did not received email about the delivery date, they said they don't see the order for the sofa. So I ask again to set up the order for the sofa and she said they can't do it but she can request to system to create the order and they will email me with order confirmation. Well they never did, and THIRD DELIVERY came today and I received replacement of recliner and no sofa. I called customer service again and they said they don't see any order of sofa and ask me if I want to replace the sofa after I explain that I never received sofa.
On the phone with them for a while never got order confirmation and now they said they will call back after the “SYSTEM” creates the order. I really hope this SYSTEM can create the order. So I don't know how many more times they are going to try to deliver to get me a good sofa but this will be the last time I shop there. After this problem solve I will never go back to Rooms To Go, and I will make sure to tell everybody I know to not to go shop there. Not just delivery problem but the customer service is terrible too.

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Customer Care Does NOT Care.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

Company Response 08/10/2016:

Thank you for sharing your feedback. We were able to see your other posts and have responded.

Replies
Cheap Furniture
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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Rooms To Go Rating:
Star Half star Empty star Empty star Empty star
1.3 out of 5, based on 145 ratings and
218 reviews & complaints.
Contact Information:
Rooms To Go
11540 Hwy. 92 East
Seffner, FL 33584
813-623-5400 (ph)
813-620-1717 (fax)
www.roomstogo.com
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