Complain about a product or service

Rooms Unlimited, Medford, NY

Andrew of Calverton, NY August 27, 2009

I'm am sending this about Rooms Unlimited, Route 112, Medford New York. My diabled wife and myself went to Rooms Unlimited and spoke to Jim B about purchasing a living room set and coffeeand end tables. We found a set that we liked and ordered it along with the coffee table and 2 cocktail tables. We were also told and have on our receipt that we were to get a all expense paid Vacation (less travel fare) which was advertised.

We waited 12 weeks for our furniture to arrive and when it did we were told by the drivers that our coffee table was crushed and another would be here in 7-10 days. Which we were okay with. Less than a week later we noticed that the cushons on the couch weren't right so we called and they set someone over to take pictures and would get back to us since this was a 10 year warrantee. They called us back and told us that they wouldn't do anything with the cushons because they weren't completely crushed.

Later in the week we saw that the corner of the cocktail table had 2 indents on it where something was placed on it and damaged it. This was hidden by the delivery people by using a wax marker to fill in the dents but after a week of polishing the wax fell out and the dents were clearly there. I emailed Rooms Unlimited and was told that their contract said that we had to notify them in 2 days of any damage. I explained that I did notify them right away after I was able to see the damage that their people had hidden with the wax marker. They said they would do nothing to help me on this either.

Last week we received the coffee table replacement and saw that it had no clear finish on the top like it was supposed to have so once again we called. They sent a guy to the house with a spray can of paint but he was unable to clear finish it that way so he took the table to some shoip and sprayed it again with the "big gun" The table was brought back the other day and it is fine.

Now today I brought my wife to the Rooms Unlimited Showroom in Medford NY to find out about our cocktail table being fixed and our cushons and also the free all expense trip we never received. There were 4 other people there also complaining trying to get something done but we all just got the usual promises that they give everytime you contact them.

We told them that for the trip we would even take their current promotion of a all expense paid Bermuda trip (excluding airfare) and we were told they duidn't even have their currently advertised trip. Instead he gave aus a voucher for a trip to our choice of 5 different places. When we got home and read the voucher it turns out that the trip that they just gave us would still cost us the airfare which we knew we would have to pay. But in addition to that we would have to pay for all meals and everything else on the trip except for 35.00 a day for the room.

This isn't the trip we were promised when we bought the furniture and it isn't the trip that they are currently advertising as all included except for airfare. This is clearly a bait and switch. I retired from the Park Police after 34 years and my wife is disabled with MS. All we wanted was some furniture for our house and if we were going to get a couple of day trip for just the price of airfare that would have been good too.We are living on a fixed income right now and can't afford to be ripped off by this kind of company.

Donald of Islip terrace, NY July 26, 2009

We ordered 2 bedrooms sets on 2/16/09. They were delivered 6/3/09 in the afternoon. Parts were missing from the order ie; the sides and slats to a bed. The rest of the parts had to be delivered and set up at 9pm which was not exactly convenient. There was a chair missing from the order and a headboard was damaged. The sides of the bed that were finally delivered late had a finish problem and had to be re ordered. A service representative is supposed to come and fix a drawer front that he said should have never been delivered.

A new chair was delivered in the wrong color and it was refused. We were than told we can not get the chair in the color we ordered any more. This is the third time the headboard is being ordered. It keeps coming in broken. I have dealt with Tracey in the service department. She went from telling me I absolutely deserve monetary compensation because of all the problems we had to being quite terse and sarcastic because she is a quite annoyed that I have held back money for this purchase. I have been told I won't get compesation if I keep my dispute with American Express and have been told if I do not pay, that Rooms Unlimited will come and pick up my furniture. I spoke with Tracey on 7/23/09.

She has no idea, her words, when the bed parts will come in, the chair that is supposed to be dyed to match has not been started and they have no piece of my furniture to compare it to, and I was told the headboard was scheduled to come in the very next day and I would receive a call from them to verify. I received no call. Tracey is NASTY and I am extremely frustrated. I have reported them, in great length, to American Express. I do not like to be threatened nor do I like to be extorted.

karen of Coram, NY July 23, 2009

I Karen Percaro purchased a sectional couch on sale at Rooms Unlimited on July 6, 2009 . First the salesman told me it was in stock. I went to my bank to get the money to pay for it in full. I come back to the store , the salesman tells me bad news it will not be in 10 to 14 days . i said ok gives me time to paint my living room and get ride of old set i have .

Two weeks pass no sectional. I calll Rooms Unlimited , where is my couch. Oh it didnt come in yet another week they said! it was a popular item was what i was told . another week passes ,i go down to the store to see whats going on. tells me another week, now i do not want to wait any longer i want to cancel my order ! I speak to the manager tells me its up to the owner to allow the cancellation and will not be in till next thursday, he is in meetings and can not be disturbed ! Y ou have a very upset customer and cant disturb the owner ! They are now giving me a run around returning my cash money !I dont want to wait 2 more weeks for the couch, my children and i have nothing to sit on in the living room ! they offered me a borrowed couch .

I dont want to borrow furniture when mine is paid in full , and was told when i was going to get it ! Know wonder the salesman walks around with a very expensive watch ! The advertisment says 3 DAY delivery Guaranteed ! dont belive it !!!!! False advertisement !!!!!!!!!!!!!! They only guarantee Stress !!!! not very accomadating to the consumer when there is a problem with orders !

Jennifer of Bellport, NY July 18, 2009

They continually advertise financing options and sales in our local newspaper. When we went there tonight to purchase furniture, we were told that they no longer offer financing as their finance company went out of business. When asked why they still advertise financing, they told us their ads are printed up 6 months ahead of time. What a way to get you to their store!

Baljit of bay shore, NY July 15, 2009

We ordered at dinning table on 5/7/09 and were told that it would be delivered within 4 weeks. we called them after 5 weeks they said the warehouse does not have the dinning set and it is gonna take another 2 weeks. We waited another 2 weeks and they said they still didnt have it in. My dad went to the store and the manager was very rude and said we wont refund the money but its our against our policy and we cant do anything about it so you can call the cops or can go to the court if you want to. But then he wrote the date of 07/15/2009 on the receipt that we should get it on this date but when i called them on 07/15/2009 they are telling us that we will get it by the end of this month. This is the worst furniture store i have ever dealt with and i urge everyone not to buy anything from them.

MELISSA of KINGS PARK, NY June 30, 2009

In January 2009, we were ecstatic with the purchase of our New Home and to go furniture shopping for our new place. We had purchased a sofa and loveseat from Rooms Unlimited in Smithtown, NY (headquarters in Medford, NY). We got a great deal and were happy with our selection. Two weeks after our purchase the furniture was delivered, but with a major problem. The loveseat was broken and could not be reclined and the sofa had a large chemical stain on the leather. The leather was discolored and peeling. I immediately called the store as I wanted to reject the order. They apologized for the inconvenience & advised us to keep them for the time being and promised that they would pick up the damaged furniture and have it replaced within 3 - 4 weeks.

Four weeks (Feb) later I called regarding the status of the furniture & was told the furniture was being shipped from China and it would be an additional month. Patiently, we waited and called again, 4 weeks later to find out about our furniture (March). We again, got the run around and due to my frustration I kindly asked for a refund. Due to their non- refund policy I was told I could either wait or pick out another set of furniture. I refused to do so as I had decorated my living according to my sofa and loveseat already. Plus, they offered 240.00 refund for the 2 months delay and it was NEVER credited to my credit card. We continued with the same story month after month. At this point I had spoken to every customer service rep & every manager at the headquarters in Medford, NY to get a solid answer and try to get my money back. They were rude, obnoxious, impatient and uncaring as they had no understanding of where I was coming from. They had my money so why would they care?

By May 2009, I made a trip to the Smithtown location and spoke to Vinny, the manager, regarding the issue we had been having since January. Vinny agreed to pick up the damaged couches and refund us the money (against company policy) if we didn’t receive the new furniture by the end of June 2009. I had him document the agreement with his signature. By mid June they called and said the furniture had arrived and we scheduled a delivery. We thought the nightmare was over, yet it was just about to get worse.

My husband took off a day of work to wait for the delivery to find out they were delivering the same couch, but a completely different color. The original couch was burgundy and the new couch was tan colored. My husband rejected the furniture and immediately went to Vinny at the Smithtown Location to receive his refund as promised. Vinny agreed & promised my husband he would make arrangements to have the furniture be picked up the following Wednesday. He gave him a copy of the refund but said it would not go through until the furniture was picked up, plus 9 additional days because they process their credits every other week. Wednesday came and I called to get a time when they would be picking up the furniture. They had no knowledge of a pick up being made for us and again my husband lost a day of work.

The next day they picked up the couch at 9pm (they gave me a window of 4-7pm pick up).I’m hoping they will refund my money and I can move along and go to a real furniture store. DO NOT BUY ANYTHING FROM THIS STORE!!!! I'm out 2,000 plus interest over the past 6 months because it was purchased on my credit card. Not sure if my money will be refunded.

Jorge of Medford, NY April 23, 2009

I purchaed a bedroom set and according to their contract you have 48 hours to do so, I went back the next day in less then 24 hours and they told me my credit card would be credited that was back in March, I got the bill in April and they had not done anything I called my credit car company and they told me nothing was in the system so they advised me to go back to Rooms Ulimited when I went there the manager more like a jerk George told me " That is what happens when you cancel and order with us" I then spoke with another manager by the name of Jim who was apologetic and told me it would be taken care of.

I waited two days to call my credit card company and needless to say no action to return the money was taken. Currently I have a case against them with my credit card company. I do not understand how these people stay in business, they take advantage of the public. I did what I had to do and now I am being punished becuase I did not want they [bad] furniture. Thank god I paid by credit card if I had paid cashed I would never have seen that money again. The manager George should be fired!

Dina of Mattituck, NY March 11, 2009

Dina of Mattituck NY (03/11/09)
Purchased a living room set and was delivered on Feb. 3, 2009. The wood on my couch was chipped, gouged beyond belief. My leather chair was scratched and had a nail sticking out of it. Called for a repair and someone came out to repair the wood (which i must say he did a good job.) WEEKS later a man (Carl) who does their leather repair contacted me to touch up the leather on what appeared to be a refused chair! He comes out and tells me RUDELY in front of my 12 year old DAUGHTER that hes not fixing the chair because it appears as if there are cat scratches on the chair....we dont have a cat.

So I call Tracy a customer service rep (if thats what she calls herself, I can think of others) and she informs me that they are NOT going to repair the chair, and to contact the warranty company that we had purchased seperate from. Only one problem, I haven't received the Warranty card!! So who do I contact?? After I told her I think what she was doing is shady business...she hangs up on me. Professional? I should say not after we just spent almost 3,000. on used furniture!

I call back for 20 minutes and lo and behold the phone is busy, busy, busy. after a few more tries, she answers again only to get a run around again (and no apology for acting rude and hanging up) after all. the customer is always right! ALSO the unprofessional leather man that came out left mud stains on my beige carpet from his muddy feet after i told him to wipe them off. If you want to pay full price for used furniture and incompetent customer service reps Rooms Unlimited is the place to shop!

Shari of East Northport, NY March 4, 2009

Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.

Share		Follow us on Twitter.

Back to the top |

Terms of Use Your use of this site constitutes acceptance of the Terms of Use

Advertisements on this site are placed and controlled by outside advertising networks. ConsumerAffairs.com does not evaluate or endorse the products and services advertised. See the FAQ for more information.

Company Response Welcome If complaints about your company appear on our site, we welcome your response. Please see the Response Form for more information.

For more information, see the FAQ and privacy policy. The information on this Web site is general in nature and is not intended as a substitute for competent legal advice.  ConsumerAffairs.com Inc. makes no representation as to the accuracy of the information herein provided and assumes no liability for any damages or loss arising from the use thereof. 

Copyright © 2003-2009 ConsumerAffairs.com Inc.  All Rights Reserved.    The contents of this site may not be republished, reprinted, rewritten or recirculated without written permission.