Rooms To Go Consumer Reviews - Page 18

SARASOTA, FLORIDA -- This company does not offer appropriate customer service. They refuse to give you an itemized invoice. Something really fishy with RTG. We wanted to purchase a sofa and love seat and they said we had to purchase the 'package'. We did not like any of their tables - they told us no choice. We never received the lamps and still haven't. We received damaged goods and 1 item that we did purchase was not assembled as promised until we badgered both by phone and driving up to the store in person. It has taken over 1 month to get this sorted out and we are still dissatisfied. The damaged item was returned finally but we never received a credit as promised.

Now when we requested the credit today, we were told it was much less than we were told by another employee. This is NOT a company that stands by their products or services. They make the sale and then you are out of luck. NOW there is an advertised sale for the love seat and couch that we wanted without the other stuff we did not want. The tables are stuck in our garage as they don't go with our decor and we just plain don't like them - as we told the salesman.

There was no flexibility with this company. It's been a huge headache and not worth the time and aggravation. We will be passing on to others to avoid RTG like the plague since we received no satisfaction. Will shop elsewhere for the furniture we need for our new home from now on.

TAMPA, FLORIDA -- We ordered a chair from Rooms To Go. It was junk. The recliner did not work over 1/2 the time. A tech came to evaluate. (A day late.) She saw we could not close the chair on multiple occasions. She left. After waiting days for a call we finally called. Their customer service dept refused to let us exchange the chair. We went back to the store complaining to the manager. He agreed to exchange the chair if we 'only' spent at least what we paid for the original one. If he would've refuse we were screwed.

Their delivery service scratched our floor (independent delivery services). They refuse to fix the floor. They say I have no proof even though I sent them pics and called immediately after their ''rude'' delivers left. I finally got a letter saying "This case is closed" and they will not 'make us whole' on the scratched floor. All this is over a 125.00 repair bill. Avoid Roo4ms To Go at all costs.

MAYAGUEZ -- I ordered two bamboo style pub chairs with cream cushions ($246) and when I picked up the chairs they were completely wrapped up. On unpacking the chairs at home I found one cushion completely black from mold and the chair was covered with cobwebs. I called the store and requested the chairs be picked up and replaced or a credit be given. I was told I could have the chairs picked up for a $30 fee.

I insisted since it was the store's error and the chairs should have been checked prior to calling me to pick them up, and especially since I lived 40 minutes away and did not wish to expend more time and energy, that the manager should approve a pickup for me. He did not and I returned the chairs and then was told there were not even any replacements available!

When you are purchasing your item, it is a decent experience. Very friendly staff and very helpful (only because they want your money) but overall a decent experience. But once something goes wrong with the furniture piece you picked out like the fabric isn't holding up the way it is supposed to, or your leather is cracking, or whatever the case may be, once you have to deal with 'customer service' everything goes down hill from there.

They are NOT by any means customer friendly. Everything is your fault no matter the circumstance, they do nothing to resolve the issue at hand, they come up with every excuse in the book and they LIE to you every chance they get just to get you off of the phone and when you call again to talk to someone about what you were told, they deny, deny, deny.

I do not wish on my worst enemy the way I was treated by their 'customer care' on anyone. I hope that if you do decide to go ahead and purchase a piece of furniture from Rooms To Go that nothing goes wrong with your furniture piece (which is highly unlikely, something will go wrong) and if it does I pray that you do not have to deal with or be treated the way I was (which left me in tears) and I am not a person who cries or gets upset very easily.

BOCA RATON, FLORIDA -- We bought a bedroom set and mattress at Rooms To Go, Glades Boca Raton. They first set us up with a wrong spring box which made our bed extremely high to get to. Sometimes mistakes happens, I understand. When we first tried the mattress it appeared to be medium firm, beautyrest from Simmons. After a 2 month, I started having extreme bad back aches in the morning. I am 4 month pregnant so I assumed it was part of the pregnancy...

We left for a 9 day vacation and surprise, I slept like a baby, no waking up in the middle of the night in pain. We got back home and 2 nights in my own bed, had me with the worst back spasms again. I knew the bed was bad for us. After 2 month we can see sagging already where we sleep. We have been calling RTG on Sunday to speak with Julie the manager about returning the mattress, she was busy and going to call us back. We called 2 more times that day, she was still busy. Called on Monday, she was still busy but she will call us back for sure...

Called back on Tuesday, it was her day off. Called back on Wednesday but it was her day off again... Called back Thursday morning and of course she is with a client but will call us back... Called back 2 hours later, she is nowhere to be found. This is the worst customer service ever!!! We have a brand new king bed that we cannot use and are sleeping in our old queen bed set in our king bedroom set, lovely... Before you buy RTG, do your research about their return policy and customer service. I wish I had.

Bought a mattress set worth $1,700 at RTG. It caused back, neck and shoulder pain. They came out and determined the mattress set was defective. Their warranty policy is very unfair. I am now getting a set worth only $1,000. This is something I sleep on every night and a difference of $700 surely will sleep differently! The material and look of the new set is much lower in quality. Tried contacting customer service through email and phone, both offered no help.

Disputed this through the Better Business Bureau, again did nothing to get me another mattress set that is similar. Hopefully, if enough people complain they will change their policy to be fair to the consumer. I've spent over $5,000 with RTG and this is how I am treated! I couldn't believe they were willing to lose my business over this!

SAN ANTONIO, TEXAS -- Hopefully others will read reviews and avoid RTG. They provide awful service and do not seem to care about it. We spent nearly $1800 on 1 mattress/cover/tax and have still not received the correct mattress after 3 failed deliveries. They delivered the wrong mattress twice, Carolina Embrace (about $1200) instead of the Carolina Caress ($1600). And the one time they delivered the correct mattress, it was torn. To make matters worse, they only deliver on Tuesdays in Beaumont, TX (and absolutely refuse to deliver after work or on a weekend) so we either have to take off work or pay someone to be at the house every time.

On top of their complete incompetence, they have done absolutely nothing to try to make it right. We have spent hours on the phone with... RTG. We have spent hours on the phone with customer service and no one seems to care enough to actually change the delivery or get us the correct mattress, much less offer any consolation for our troubles. It is amazing that this company continues to operate. I know in the future I will shop elsewhere and for your own sake, I hope you do too.

When we purchased a living room set that was on display we were never told we had to put together the tables. When the driver arrived he said oh no we never put them together. The main office customer service representative called to see how the delivery went and I explained to her and she repeatedly said, "We don't, we can't" over and over.

I went to the store where we purchased and after waiting for 30 minutes for the service representative as the manager was not in (she was helping another upset customer as they did not receive what they had purchased). She told me she would have the store manager call me.

Well, the next day the sales representative called and explained he was sorry he did not tell us we would have to put the tables together. I asked that he has the manager call. Well, a few hours later she called and offered 10% if we wanted to buy something else. I said no, we did not need anything and if we did we would go somewhere else. I asked to be compensated for my time and she refused. They need to go to customer service school. I would ask that someone from the main office contact me to review this issue.

BUFORD, GEORGIA -- My experience was horrible. I purchased a dining room table with 4 chairs, a couch, and a loveseat. After the transaction was completed, I was told that the loveseat was out of stock, and it would be 3 weeks until they would deliver it. The first delivery of the table, chairs, and couch was fine but the loveseat was a different story.

On Wednesday, they called and confirmed the delivery would be Friday between 4-8pm. At 6:30 I received a call stating that the driver was running behind and it would be closer to 10pm. I was shocked that they delivered so late, but what choice did I have. Well the delivery did not arrive until after 11pm that night. I was fuming.

I contacted customer service and was told that they do not compensate for missed delivery times, and that they hope to be able to serve me better in the future. I will not give them the chance to screw me over again. So much for customer service. I tried to explain that the last thing you want at 11:00 at night are 2 strangers in your house but they don't care. They just hide behind their policies.

Delivery window from 2-6. I was home the entire time. At 5 PM CST, I still had no delivery. Tried to call customer service, and it was CLOSED! Finally got a person in online support who couldn't connect me to anyone or tell me anything. He says this happens all the time. Finally at 6:30 PM, I got a call from dispatch who said the driver tried to deliver but couldn't get his truck in the neighborhood. He had my number, but she couldn't understand why he never called me (I'm guessing she knew this since she called me, but whatever... her name was Cary, but she refused to give me the driver's name). She also couldn't reschedule and told me I had to wait until the next day to reschedule.

Called Customer Service the first thing the next morning. Spoke with a very indifferent representative who said that she didn't think there was anything she could do to get the meeting rescheduled for the same week (delivery was supposed to be on a Tuesday.) Told me she'd call me back after basically telling me to calm down. She never called back. Called again 3 hours later, spoke with someone else who basically told me there was no way they could get back to me this week.

Tried to cancel order, but was told I had to call another number. Called that number and finally canceled. NO ONE cared. NO ONE apologized. This is the most soiled organization with the most un-empowered customer service reps. They truly need to enter the 21st century of customer service.