Complain about a product or service

Rooms Unlimited, Medford, NY

Pamela of Islip NY (03/27/07)

My family and I went into Rooms Unlimited on March 6, 2006. We purchased a dining room table and sectional couch (Italsofa). Our salesperson was Steven. We liked one of the sectionals on the floor but in a different color. Steven said if we order it in a different color it would take about 12-16 weeks but he would see if he could use some pull so we didn't have to wait that long. We told him if that sectional was going to take more than 10 weeks we wanted another sectional in the store that was In Stock, a Natuzzi.

We called and called and called him and each time we got the runaround. He'll call us back tomorrow, he'll call us back in a few minutes, he'll call us back in a few hours, and he’ll call us back in a few days. All we want is an answer.

So we speak to Steven once again. He then lets us know that our second choice couch (the Natuzzi) was NOW OUT OF STOCK. Glad it took him 3 weeks to realize that when he should have called us back 3 weeks ago so we could have that couch!

Friday I call up Steven and asked why he never called me back. He gave us the runaround again and now stated he was going to North Carolina to a furniture show and would speak to Natuzzi directly and give us an answer. So now today is March 27, 2006, 24 days later. Is this how you treat customers? All we want is a sectional couch!

George of Holtsville, NY March 23, 2007

George of Holtsville NY (03/23/07)
In late December, Rooms Unlimited offered a sale which advertised NO INTEREST,NO PAYMENTS FOR 48 MONTHS. My fiancee and I visited the store and picked out items-all by Fairmont Designs- we were interested in. The sales person Pat wrote up the order, which took over an hour as she was frequently getting called away. Only near the end of the time we were there were we told many of the items were out of stock and that delivery would be 8-10 weeks on those items-in spite of the fact that these items were advertised as being on sale for a very limited time.

She said if we were interested in an expedited order we could get them sooner, but this would be a Special Order, could not be financed under the 48 month plan and that it would not be at the discounted price. She also told us that Special Orders were non-cancellable. We told her very clearly we did not want a Special Order. The items they did have in stock totaled approximately 2,000. The price for the items that were backordered totaled about 5500.

We placed the order, but then they tried to get us to pay a huge (33%) deposit plus the sales tax on the furniture which was backordered, and we refused to do that. We were tired, we'd been there for hours and we were ready to walk. We had already been approved for the 48 month payment plan, and we didn't want to pay a deposit on furniture that wasn't even in the US yet, as we found out. They got us to pay the delivery and the sales tax, and that amounted to about 1000. The bedroom set, which was in stock, and was about 2,000.

Within a matter of a few days, we found out from other sources that Fairmont Designs, a Chinese company, was notoriously unreliable, and often did not deliver at all. We called Rooms Unlimited and tried to cancel the order for the backordered items. They did not invite us to come and choose something else-what they did do was get very nasty and very threatening the moment they heard our request to cancel, and they claimed they were going to charge our credit card for the remaining balance (for furniture we hadn't seen yet) or another 5500 or so. They said it was Special Order, and we told them emphatically that we had refused the Special Order. They told us to look at the invoice which we did, and noticed that Pat, the sales person, had hand written Special Order on the invoice. She did this on the sneak because there could not have been any doubt that we did not want a special order.

Kim of Middle Island, NY January 27, 2007

Kim of Middle Island NY (01/27/07)
I purchased a 1300+ bunk bed with a trundle bottom for my child’s first bed and within the first 24 hours I realized I had made a bad purchase. The whole bed shakes because it is not sturdy, when you try to pull out the desk the whole entire desk pulls right off the hinges, when you pull out the trundle the whole front panel is so flimsy that it is going to break off any second, the bottom part of the trundle cracked within the fourth day of having it, AND the back cabinets are put on the wrong way.

I started calling the company 2 days after I received the bed to tell them all the problems it was having, which they told me to call back to speak with Tracy the service manager. I tried calling numerous times in which Tracy was always mysteriously busy. Finally after a few days I finally spoke to someone who told me I would have to set up an appointment with a service guy to come over and look at the bed. A couple weeks later the service guy comes... I show him all the problems, he writes a few notes, takes a picture with his camera phone of the crack and agrees I just need a different better quality bed. He tells me I would be hearing from the service manager Tracy.

A month has gone by since I got this bed and nothing has been done about it. I call again and they tell me... Sorry it says on the report that you refused service, and that’s all we can do for you, we don’t trade in beds. I never refused service! Now my rug is getting all ripped up from the crack in the trundle, and my nerves are shot from dealing with this company!

Susan of Concord, NC January 25, 2007

Susan of Concord NC (01/25/07)
In June 2005, my mother ordered an entertainment amoire, coffee table, end table, sofa and loveseat. Delivery was promised in 4-6 weeks. As Thanksgiving approached, still no furniture. It was promised by Christmas. The New Year passed and still no furniture. I went into the store in person on behalf of my mother only to be met with nasty attitude from Bruce who outright did not want to help. He was complaining in the office and I could hear every word. He made no attempt to help and informed me to come back another time after the manager was no longer on vacation.

My mother's furniture was finally delivered the end of February 2006, 7 months after the initial order. Unfortunately, the hinges on the coffee table were defective and the decorative molding on the armoire does not stay in place. Mom made numerous attempts to get the table repaired. The store kept saying that they were waiting for new hinges to be delivered.

Ultimately, my mother passed away 5/17/06 without the furniture repair ever happening.

Kathleen of Sayville, NY January 23, 2007

Kathleen of Sayville NY (01/23/07)
I ordered a wine rack back in October. After 3 months and many calls, they finally said the item was in. However, I was not permitted to pick it up, delivery was my only option. So day after day I waited for delivery which never came. Either the truck broke down or their delivery hours didn't coincide with my availability. Everytime I called and requested that I pick up the item myself, they kept telling me it was ON THE TRUCK. Well the truck never showed.

After many calls I finally go them to let us pick up the item. So on Christmas Eve we went in to pick it. We waited for over an hour for them to locate the item. Then they tell us the item is on the truck. We said we would wait for it. Once the truck showed it took them another half hour to get it. They put it in my car and I questioned the size of the box, they claimed it was the right one. Once home - GUESS WHAT - it wasn't even close to what I ordered. So back to the store we went.

I had paid the balance in cash but they would not refund it (this is only an hour later!). Instead they preferred to put the credit on my Discover Card. A month later I am still waiting for my credit. They told me that credits are only given every other Friday. No credit has been given to date and its the end of January.

Christine of East Meadow, NY January 18, 2007

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