Complain about a product or service

Rooms To Go

Delivery Problems

Rooms To Go
•Delivery problems
•Quality problems
•Customer service
•Warranty issues
•Boorish behavior
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•Kids Rooms To Go

Russ of Hollywood , FL October 27, 2009

My wife and I purchased a complete living room set from Rooms to Go. All was good with the transition. Received the all three seating pieces and two lamps. With in 2 days of the original (10/15/09) purchase. Was told and assured that the coffee table and end tables would be delivered on 1029/09. My wife received a call on 10/26/09 stating that the coffee table is now on back order until 11/29/09.

Not only have we tried to get a display model in replacement of the back ordered unit but have asked for other options. The store manager offered nothing and basically told use we would “have to deal with it”. Also with this purchase was a gift card to receive a 42 Plasma TV from Brands Mart. The store manager preceded to tell us that the gift card will not be activated until all the items are delivered. So long story short we will not be getting the complete living room for another month and not for the Thanksgiving. The reason it was bought. I have had better customer service at Ikea, Wall Mart and for that mater my local gas station. I would not buy for Rooms to Go.

R.D. of McKinney, TX October 19, 2009

Around September 12th, we purchased about 2700 worth of furniture for my daughters' bedroom. The salesman told us that is was scheduled for delivery on September 15nd. The arrival time was between 8 a.m. and Noon. About 8:30 a.m. while I took my daughter to high school they arrived (yes it was my fault) I wasn't here. And they said they called me but I didn't get any call or nor did they wait. So we had to reschedule on September 22nd.

They arrived just when my kids had to go to school, they couldn't wait a few minutes and my kids ended up being tardy. What the worst part was that on the September delivery they had all of our order and on the second delivery they didn't have the 600 chest of drawers which we had paid cash for and had sold it from "underneath" us. Their rationale is that they have an open inventory and if they cant deliver it they sell it again.

I called at least 3 managers at the Plano office, all sounded interested and caring but nobody ever called and followed up with me on my concerns. Supposedly on October 23rd, 6 weeks from when we originally bought this furniture they are supposed to deliver.

I feel if you buy it and they have it in inventory and then they re-sell 'your piece' of furniture, that is dishonest and wonder if there is any legal issues because of it. Kids were tardy with school, either my wife or I have had to take off of work for three days of work totalling about 6-8 hours of no pay or annual leave being taken.

Angela of San Antonio, TX October 19, 2009

I purchased a Simmons Queen mattress on 9/7/2009. It was delivered, unwrapped, and positioned by their people. Yesterday, 10-17-2009, my husband (we are separate) and I moved the mattress in order to lay down a carpet under the bed. When we picked up the mattress, I saw a bright red "Floor Sample" sign attached to the mattress at the head of it where I had never been able to look before. This is a heavy, foam mattress that I cannot move at all by myself. I was not told that I was buying a floor sample. The mattresses were on sale, but I was not given an additional discount for the fact that it was a floor sample. I have the floor sample sign that I ripped off the mattress in my frustration!

Melissa of Edgewater, FL October 4, 2009

I have never been so disgusted with a company and its employees in ALL my life!! We have purchased furniture with rooms to go in the past but this is the last time I will ever deal with them. Me and my boyfriend (who has spent alot of money in this store) had spent months looking at the Valencia Bedroom set when finally the sales woman convinced us to buy it telling us that if it goes on any promotions or sales they would honor it within 30 days. So as soon as we said we would buy it the trouble started...

1) they wouldnt have 1/2 of the order available for 3 weeks so we had to do two deliveries 2) the day the last 1/2 was to come it was to be delivered between 1-5pm, they didnt show till 6:00 when we had already left for work and customer service had the nerve to call my boyfriend and give him attitude about not being home to accept the delivery. 3) the next day an ad was sent out with the set we bought plus a media console and 32" tv for 200 more then what we paid and they would not honor there word to upgrade us to the promotion

4) when we went in to the store to talk to the store manager Kelly, she told us she wouldnt give us the sale because we had 1/2 of our order already but they would give us 50 store credit ( thats like giving someone 50 cents to use at a dollar store) When we got upset that they lied to us and should honor there word she actually gave us a nasty look and through her hands up and walked away when we were still talking !!!! I have never seen such a RUDE act from a store manager in my life. Not to mention she initally refused to take us to a private area to discuss all this so everyone heard our buisness and was watching us. I had to scream across the floor that we wanted the regional managers number cause she refused to talk to us and she told us she WAS NOT going to offer us the 50 store credit anymore.

The way we look at it is all they had to do was refund the first purchase and re-sell us the new promotion that way the sales dates add up,they get more money from us, they make their customers happy by honoring their word and no harm is done since it is the same furniture we aleady had.

Instead, they were APPALING and RUDE, LIED to us to get us to purchase, And refused to talk to us to make it right, and took back their form of compensation because we were still upset and all around decieved us! If this is a company that allows sales personal to lie to their customers by telling them what ever it takes to get them to buy then gives them every reason under the sun why they cant honor that word and allows the personal including managment to be so horribly rude and disgusting to their repeat customers, then this is not the place that deserves our money or YOURS! We were so happy to finally have a bedroom set and rooms to go has ruined the whole thing for us! We still dont know when we will be able to get the other 1/2 of our furniture.

Tonya of Houston, TX August 25, 2009

I recently purchased a bedroom set for my son from this place. I set the delivery time for Saturday. I was told that I would receive a phone call from them stating the 4hr window time of delivery at least 2 - 3 days before delivery. I never received that phone call. I called the store on Friday evening at 6 pm to find out that my furniture would be delivered the next day between the hours of 8am and noon. On Saturday, I left to go to the store (which is around the corner (less than a 2 minute drive) to get formula for my child. I left a note on the door stating that I went to the store and for them to call the number to alert me that they were there.

On the way home, I called RTG to find out where I was in line. They told me that I missed delivery because I was not home when the guys came. I asked why didn't the delivery guys called the phone number as instructed. They said that they don't do that and if I am not home that I just missed delivery and would not be able to reschedule another until 48 hours after the Dallas warehouse received the shipment. I live in Houston. I asked the lady what time did they deliver. She said 9:15am. I was talking to her at 9:20am. I asked if she could call them and ask them to turn around. She said she had no way of contacting them; however, she read something in the computer with their response of me not being home. How is was communicated to them, I am not sure.

They informed me that they would call dispatch and I was told that at 9:30 am that the drivers were already in Rosenberg, which is approx. 35 mins from my house. After that, they claimed that they were working with me, but nothing came of the delivery. I even offered to meet the delivery people to pick up my stuff from them. In addition, I was told that if I decided to return the furniture, that I would be charge a 20% restocking fee. The customer service reps do not care about the customer receiving they furniture and consistently repeat delivery policy.

Debbie of Punta Gorda, FL August 1, 2009

I purchased a living room set from Rooms to Go for a condo I bought in West Palm Beach, Florida-I live on the opposite coast. I took off work and drove all the way over there just to be there when my furniture arrived. Not only were the end tables and coffee table scratched, one of the lamps was broken and they delivered the wrong type of box spring. They took back the damaged items and resceduled another delivery date. Now i have to make another trip to WPB. When I called and said I wanted my delivery fee returned to me b/c their goods were defective they flaty refused.

Simone of Harvey, LA June 15, 2009

Rooms to go should be named, Rooms not to go to. The service is poor and uncaring . I've paid for delivery and still waiting . Please do not spend good money on bad serviceand a place where the customers are not important . Find other places .Check the store delivery , customer services and if they are honorable .Rooms the go is a shabby dishonorable establishment

Pablo of Houston, TX May 5, 2009

On February 22nd my wife and i visited Rooms To Go to find a bedroom and a dining room set. After a while my wife layed eyes on a dining room set, which she fell in love with. We also picked out our bedroom set that we both liked. Before we filled out the paperwork, we had a verbal agreement on the delivery date. Judy told me that the table would be delivered on Feb.27 and that's exactly what happened but the dining room table was supposed to come with six chairs, they only brought me four. The delivery guy just told me to call the store. I was told that the rest of the chairs would be delivered with the bedroom set in two weeks. As time went by, I personally went back to the store to ask about my furniture. Judy told me to look at my paperwork and the delivery date wasnn't the same as the one that me and her agreed on.

All of a sudden on April 1 at 7:00 AM Rooms To Go shows up at my door without prior notification. They start unloading and unpacking everything, I let them do their job so I could go to work. When they were done I notified them that the bed was the not the one me and my wife picked out. I was in a hurry. Not only was it the wrong bedroom set but it was also terribly assembled. Bolts were lose, and the head board is missing bolts. They said okay, but nothing was done. That shows how unprofessional they are!

Around 1:00 PM I left my job to try to straighten things out. I called this number (813)703-0290 that i was given and it was closed until Monday. So then i called customer service to come and send someoone to assemble the bed correctly, so i could have something to sleep on, other than my couch. The technician came by he worked on it for about ten or 15 minutes but the main problem reamains. I brought it to his attention and he said "that's how it's supposed to be, if you dont like it call customer service again."

Rooms To Go does not know the meaning of satifaction. The following day I went to the store to talk to the manager. Somebody approached me claiming to be the manager(Keith Tillis). We talked and he said that he couldnt help me until today Monday. Customer service was also supposed to contact me Monday morning, I received no phone call. Once again i went back to the store, this time i finally talked to the real store manager. He basically told me that it didnt matter what i chose, he said what you get is what you get. The last thing he told me was that customer service was going to contact me. Right now it's 7:00 PM and nobody has called me. So here i am stuck with a bedroom set that we didnt pick out or like, and also looks like it's been picked out from a liquidation store. This tells you how much i recommend you to shop at Rooms To Go. Help!

Melvin of Bradenton, FL April 12, 2009

Melvin of Bradenton FL (04/12/09)
Delivery due on 4/10 , never arrived. Delivery then to come on 4/11 am. Furniture arrived about 6:00 pm on 4/11. Bed arrived with no slats to put it together. We are still waiting right now at 9:30 pm for slats. Bed cannot be put together. Guy at store said he would bring them personally that night after nine, no slats arrived. Also bed is not put together yet! To add insult to injury, all garbage from boxes and wrapping were left outside of apt. door. All kinds of excuses were given. Too much traffic, on, and on. We are still waiting!

economic damage .... people took off from work! Physical .... boxes left in from of apt. door not taken away, physical .... cannot sleep in the bed!

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