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Rachel of Austin TX (07/13/08)
I wish I had read these complaints before I shopped at Rooms To Go! Sales associates are all smiles and helpful to get your money (and high pressure!), but once the transaction is complete, they are rude, nasty, and use shady sales techniques to keep your money.
I purchased a sofa and was accidentally over charged by $40 for delivery. I realized it after I left the store, so I called customer service. I was hung up on twice, transferred, made to call three different phone #'s, and was finally told they couldn't help me. So I called the store, and, after arguing about it, they said would correct the mistake. The problem was that they didn't refund my credit card for their mistake, they only took it off of my remaining finance balance. They told me that even though it was mandatory for me to pay for delivery up front, they now couldn't refund it the same way. They told me it was impossible to get my money back.
I spoke with the store manager, and told him that if they couldn't correct their mistake, I wanted to cancel my order. It had been less than 24 hrs since I placed my order. He told me that he wouldn't give me a full refund! He said that he would have to charge me a 20% restocking fee, even though the furniture hadn't been delivered yet, and it had been less than 24 hrs since my order, AND it was THEIR mistake in the first place! What a horrible way to treat a customer.
I asked about the 48 hr cancellation period that I was promised when I purchased the sofa, and he told me that it actually didn't apply to me because my delivery was scheduled in the 48 hr window, voiding all of the normal cancellation policies (I was NEVER told that when I was purchasing - in fact I was promised 48hrs to make changes). The sales associates and store manager had all kinds of excuses as to why this was store policy and there was nothing they could do. They even had the nerve to tell me that it was MY fault for not noticing the overcharge before I left the store.
The manager was yelling at me! I was yelling back, which resulted in him finally giving up and giving me a full refund. I will never shop there again! BEWARE! They are slick and awful to deal with. They gave me the run around so many times that I thought I was literally stuck. They could have treated me well, corrected their mistake (or not over charged me in the first place) and I would be a customer for life. Instead, I'm horrified and will tell everyone I know never to set foot in their store! I went to Star Furniture the next day and had a wonderful experience.
Joe of Friendswood TX (05/13/08)
We bought a large amount of furniture from the store their opening week. Wonderful experience. Plenty of communication about when the furniture would be delivered the very next weekend (4/12). They show up one chair had some damage and the cheerfully took it back. Unfortuantely they could not deliver the table as it was on back order, we would have to wait 4 weeks for it to come in. No problem. They show up on 5/10 and attempt to put the table together but found that one of the legs were defective. We called Customer Service immediately and were told that a new leg would be sent via FedEx for Monday delivery. On Monday, no FedEx - No replacement. When called on Tuesday, they offered either a new delivery date in June or store credit. When told that I would rather return the dining room set, I was told they do not do refunds after 48 hours. Of course as they have dribbled my order in so I have no recourse but to accept a delivery date two months after I purchased my furniture. In the meantime, I have a defective table in the middle of my living room. This is the worst consumer service I have experienced in a good 10 years. Their contract is worded such that unless you cancel the order within 48 hours you can only get an 80% refund. And since their delivery takes more than 48 hours, you're stuck.
Ishmael of Miami FL (04/24/08)
I purchased furniture covering Order for shipment to BARBADOS. Upon opening, it was discovered that a lamp was broken. On 04/23/08 I visited the store where the purchase was made and spoke to Anthony Rodriguez who advised that thses things happen and replacement would not be a problem. He gave me the number 800-766-6786 and said I should ask for Victor Vega. After calling three times leaving a message, I was advised that it was not the problem of Rooms To Go.
I am also the shipper and we do not open cartons upon receipt unless the carton shows signs of damage. However, upon opening the carton in question, it was clearly evident that the inside packing was removed by Rooms To Go personnel as compared to the other carton which was expertly packed (There were two lamps)
My conclusion is that someone at Rooms To Go probably opened this lamp omitting to replace the packing and there was no way for us to determine this with the cartons closed. Furthermore, Rooms To Go direct you to this Victor Vega but he never comes to the phone or returns messages but rather, relays messages by way of who ever takes the call. I was also told that calls are not transferred to Victor Vega. Once a sale is made it seems that the customer has no recourse nor do the sales people show any signs of customer service satisfaction. I shold mention that during the month of March 2008 I spent over $6000.00 at Rooms To Go.
There were costs involving Shipping/Customs Duty/Brokerage/Delivery and one of two broken lamps is certainly an economic loss.
Joe of Mandeville LA (03/10/08)
In a rush because we were late for a show, we bought a dining set, paid by credit card, and left. Furniture was delivered to house and remained still unpacked, as it is going to another location. I reviewed the invoice several weeks later and discovered a $40 protection charge. They NEVER discussed this charge with us. Later, they responded that it was applied at the factory so they could not take it back. This was very deceitful on their part. Shame on me. There were 3 in my party who were witnesses. Thank you.
We overpaid by $40.
Leslie of Duluth GA (12/13/07)
We signed up under the 12 months no payments / no interest plan. We purchased approximately $1700 of furniture and clearly asked the sales agent if our purchase was covered under the 12 month no payments / no interest plan. He said yes, told us to fill out the application, and we completed the transaction. There is NO way we would have made the purchase if he had been honest with us. After starting to make monthly payments (which I was not obligated to do, but did anyway), I noticed finance charges accruing on our account. When I called the credit company they stated that we did not have a 12-month financing plan, they only offer a 3 month financing plan. I called Rooms To Go and they stated that the 12-month financing special did not apply to the Outlet Center. I explained that we completed an application FROM THAT LOCATION with a 12 month 0% financing promotion on it. They said they could not help me and hung up.
I paid the entire credit card balance in 3 months and was charged for one month's interest as opposed to 12 months of equal payments and no interest.
Tim of Picayune MS (12/11/07)
My living room furniture arrived as scheduled and after I opened the boxes that our 2 floor lamps came in I noticed that both were bent on the bases of each. I spoke with customer service and they wanted to send me replacements but I would have to wait 2 weeks for the next delivery. I got to thinking they sent 2 damaged lamps already and I didn't like my chances that they could ever get it right, especially after reading some of the posts on this web site. I called the store and asked for a refund and after a heated discussion with the manager it was determined that their SATISFACTION GUARANTEE is not so. The smarty manager said if I didn't like the terms, I should talk to their corporate office. I thought he might be right, so I filed a complaint with the Better Business Bureau which RTG is a member of. I received a call from some lady from their corporate office and under certain circumstances they actually can give a refund. The lamps were picked up and I received credit for the full amount of the lamps applied to my finance account. Thanks to the BBB.
Lidge of Beaufort SC (12/09/07)
I tried to cancel my order but the store manager said I would have to contact the finance company that they use. I don't know who this finance company is. I co-signed for the furniture but he said I couldn't withdraw my name because it already went through. The order was not even placed by the store at that time. I don't want to be responsible for this debt.
Eva-Maria of Jacksonville AL (12/09/07)
I went to shop for bedroom furniture yesterday, Dec 8, /2007 at Rooms To Go in Birmingham. All went well until we wrote up the order. The salesman in the Kids to Go section was so fast and annoying when I inquired about the furniture, such as where it was being shipped from and so on. He laughed at me over and over again as I asked him to please slow down so I could understand him. I am 60 years old and German, I do speak English very well. The manager was also present and was also smurking over my statements. he was only interested in selling me the warrenty. I told him I did not want it but he just keept going on and asked me if I could not afford it or what? I was never so insulted in a store. I did tell both that I did not like this kind of treatment and yet they just wanted me to sign up for the warranty and giggled as I asked again to tell me the place of shipping and about the furniture. This went on for a couple of minutes and then I got up, told them both to cancel the order, and walked out. My daughter was with me and she felt the same way. I don't think I will ever return to Rooms To Go. Somebody needs to inform the staff about treating customer with respect.
Missy of Atlanta GA (12/09/07)
I bought furniture from RTG and one piece came damaged. I called the corporate office because I did not want to wait for the exchange, though reflecting back three days for the replacement is reasonable. I spoke to Michele Sage at GA corp office and she was great, nice and helpful.
RTG did the right thing, I was wrong
Sherri of Rockwall TX (12/07/07)
I purchased a Rooms to Go leather living room group on 10/28/07. Picked up group on 11/03. Leather on loveseat was a different color and texture. Contacted customer service same day. Rep to evaluate 1 1/2 weeks later. Customer service called on 11/26 saying the group has been discontinued, and I have 30 days to reselect something else. I attempted to reselect but could not find anything else that suited my taste. Rooms to Go refused refund. Store manager was cocky and rude--eating a cookie as he is talking with us! States I have to call customer service. Called customer service and was told only store manager has authorization to refund any money. Called store again, this time spoke with a different manager, Jeff. Jeff states he will see if discount on defective furniture is possible. Says he will call me back but will give NO refund since "Rooms to Go is not in the used furniture business."
I then went to a different location in Dallas (LBJ and Preston). I spoke with Brian Garner, very nice but not much he can do. I selected another group that costs about $250.00 more. OK, but--guess what?--I must pay an additional $109.00 to have the reselect delivered and defective furniture picked up. I have spoken to customer service several times; my options are: Reselect and pay for delivery and pick up; Keep defective furniture and get a store credit of $55.00 (voids all warranties though); Return defective furniture and pick up reselect (40 miles away and take my chances that reselect is not defective).
I have spent hours on the phone with customer service, store Managers and sales people. All I want is a FULL refund or them to work with me. If I am willing to reselect and pay additional money, then Rooms to Go could at least deliver the reselect and pick up the defective furniture. I REFUSE to give Rooms to Go anymore money.
John of Parker TX (11/29/07)
My wife and I went into the rooms to go store and was looking for a chair and ottoman and couch with coffee table Wyanee was helping us and we found a set in the store . We told Waynne that we where cocerned that it may be to large to fit in the room we needed it for he said we are delivering it and you would be suprised what these guys can do and if not you have 30 days to return it when they went to deliver it they said it would not fit my wife ask if they could leaveit and let my husband look at it and see if he can thank how to get it in the room they said that was fine and if it didnt work they would come back and get it. The ladie at customer service this morning said we dont take anything back unless it was a exchange and that was for 30 days we said we would love to exchange it but they had nothing in a 80 sofa she said sorry! What kind of company does bussness like that I need some help even a store credit would be nice these people suck.
Angela of Barett NC (11/25/07)
I ordered a new living room set iin October of 2006. I noticed throughout the year my sofa pads were sagging. As I was very fustrated I decided to call the customer service department to inform them that my sofa looked like I had it for 10 years instead of it being barely 1 year old. I was told that my warranty for my purchased expired 2 weeks ago but as a courtesy, they would send a technician out but could not do anything else since my warranty had expired 2 weeks ago. My comment to the customer service clerk was that it would be wasting my time since she was just sending someone out as a courtesy. Not quite a year old and I'm left with paying $1500.00 for a living room set that I will have to replace. I will never shop at Rooms to Go again - I thought I would get a nice living room set that would last me for years and all I got was a $50 a month payment for three years.
I have sagging chair pads so when you sit down you are almost sitting on the floor.
Stephen of Douglasville GA (11/12/07)
We bought from Rooms To Go a leather sofa, couch, and recliner in Aug., 2006. Yesterday we were moving our furniture around and noticed that it had starting turning turning green. I called customer service this morning, and they say there's nothing they can do. I feel like it's fraud. They get you in the door to want you to purchase something, but then when it tears up or problems occur they don't want any part in it.
We are now stuck with a paid-off living room suite than is 1 year old--that has turned green. The furniture is supposed to be leather, but I think it's fake. Why would it turn colors like that? We have use the force field conditioner on it every 3 months and also had a three year warranty taken out on this. We are told the warranty does not cover color change or fading. Customer Service told me we should have read the pamphlet they gave us . It seems Rooms to Go knows all their leather fades after a certain period of time. I think the news should get involved .
Sandra of Wellington FL (07/24/07)
I purchased a dining room set that I was unsure about. I felt pressured and caved in. Anyway, within 48 hours after the purchase I cancelled it. RTG's cancellation policy is full refund within 48 hours. I paid for the dining set using $600.00 cash and $700.00 on my credit card.
It has been 13 days and I have not received a credit to my credit card and a check for the cash. I called and was told that that had been done two days earlier and that it would take 48 hours for it to hit my credit card and that the check for the cash portion was going out, that was 7 days ago and nothing. I called again and I was told that the order had not been cancelled. When I asked to speak to a manager the woman told me it would take 7 to 10 business days to get a refund if I wanted to cancel it. I demanded to speak to a manager and she put me on hold and never got back on. I am on my way up there tonight to attempt to straighten this out.
Kay of Mesquite TX (05/08/07)
Sofa, chair and ottoman delivered. Chair and ottoman wrong color. In-store sales did not have color sample available when purchased but sales person assured us of the color. Returned to store wanting to exchange chair and ottoman with another chair and ottoman that was a floor model that was being discontinued. This chair and ottoman was more expensive than our original purchase. We were willing to pay the difference. We were told they could not sell us the floor model (which clearly was marked for sale), but, they would order one for us at even a greater price. Sales manager was rude and pointed out Rooms To Go has a NO RETURN POLICY. We did explained we were not returning but exchanging and would pay the difference.
Laconia of Cedar Hill TX (04/10/07)
I purchased 2 pieces of furniture from Rooms to Go. After about 48 hrs, they called to give the delivery date. I called back to ask a few questions and the girl was very rude. She was argumentative and even went so far as to hang up. When she hung up, I called to back to speak to a manager. She said that she was the manager, and directed me to customer service.
When I cancelled my order because it was outside the 48 hr cancellation time, they charged me 20%. Then, they said that it would be 7-21 days before I get reimbursed. I'm telling you, I'm done with them. They will never get my business again.
Heidi of Ocean Springs MS (03/07/07)
I went to Rooms to Go to purchase almost $14,000 worth of furniture and the first delivery they brought out was almost correct except they chipped my brand new coffee table then the trundle bed, the canopy net was the wrong size. I notified them then I ordered a sleeper sofa to match my living room set and I also ordered that massage chair in the color black, so they bring the couch and chair out and the massage was the wrong color so I made them take it back, so now I have to wait another week for them to swap out a coffee table, a trundle bed, canopy net, and the right color massage chair.
Dee of Austin, TX (02/24/07)
Rooms to Go is extremely helpful to "get the sale" but after than, you're on your own! Their phone message said to "expect delivery between 7am and 10 pm". Ridiculous.
Also, what's with the NO RETURN policy. No body mentioned that to us when we bought the couch.
Now we are stuck with something unsuitable. I will never ever deal with Rooms to Go again. Their customer service is horrendous and their policies stink.
Faye of Birmingham AL (09/27/06)
In September 2006, I opened an online charge account at RoomsToGo.com, based on a promotional financing special, which was described as follows: * No Interest/No Payments until January 2008.* No Minimum Monthly Payments will be due and * No Finance Charges will accrue on the purchase until January 2008. This finance offer is for our Online Customers only and may not be the same offer given to our showroom customers. I order a dining table and chairs, and scheduled delivery for 9/30/06. Three days before the delivery date, I received an email informing me that the terms had changed and the RTG card I had used didn't qualify for the no payments, no interest. It was now no interest for 6 months. I had read the disclosure statement before even opening the account, and nowhere did it say some accounts may not qualify for this special promotion. To me, this is bait and switch, plain and simple.
Denise of North Augusta, SC (07/15/06)
We purchased bunk beds for our small children and told them we were going to use them as single beds instead of bunk. We were told that would not be a problem. After the delivery men left we discovered they assembled them as bunk beds. We just took the top bed off of the bottom, but when we looked more closely they had not given us all the pieces nor had they used all the screws to secure the beds properly.
When we called them to inform them of the danger they put our children in and that we needed the extra pieces for the beds they said they would send them. They did send the hardware but still did not send all the pieces so I called them back and said to just send me a new set of beds. The local manager said he would, but 10 minutes later someone else called and said they would not give us new beds and we needed to call their 1-800 # and get the other parts sent to us.
Its been 3 days and I still haven't gotten the parts. Without all the screws & bolts in place my children could be injured if they landed on the sharp edges of the beds.
Judy of Rockwall, TX (06/24/06)
On May 10th my mother had furniture delivered. That very afternoon, she suffered a massive heart attack and passed away.
I called RTG the next day May 11th, explained the situation and asked for the furniture to be picked up. I was told to call Citifinancial, who carries the financing, which I did, and was told to fax in her death certificate. On June 23, I received a letter from Citifinancial telling me to contact the store, which I did, and was told they do not have a return policy!!
This is OUTRAGEOUS!!!
Chris of Naples FL (06/11/06)
I will NEVER go to Rooms to Go again. First of all, their prices aren't any less than Matter Brothers, Spectrum etc. Secondly, the sales people are CROOKS! The delivery people are even worse! I ordered a living room sofa and loveseat for my condo. I explained it was the second floor in the corner. They said, No problem! Day arrives and it doesn't fit in the door. They shoved it, pushed it, rocked it to try and fit it thusly ruining the couch. The delivery guys were actually nice and said that if they didn't try everything to get it into the house RTG would be furious.
In the end it didn't fit. They told me what size arms to buy in order to fit it into my house. So I go back to RTG another day and pick out another sofa. The girl tells me that it will fit, that the delivery guys are making mountains out of mole hills etc. I measured it and it was withing the inches, but JUST the size. I was nervous and of course caved to her salesmanship (pushy that is). I'm scheduled 2 times before they actually show up.
The same delivery guys come with the new set and yell up I told you such and such size. This isn't going to fit! He was furious! Yelling at me! So I calmly said that I measure it and it was within the inches he stated. We went through what the girl said and did and he said that she convinced me to measure a different way. He realized it wasn't me and apologized. Again, no sofa. I finally had to settle for 2 loveseats. The delivery date was scheduled 3 times (thank God I was on summer vacation). I finally received my loveseats, but it really wasn't worth it.
Lisa of Granbury TX (03/10/06)
I have been trying to get the interest rate on furniture I bought in Dec of 2004 (for my son) adjusted to what it was advertised at since my first billing statement. I have been promised by four different people over the course of 14 months that it was fixed (statement says June 2006- should be Jan 2008). They always tell me to wait two or three billing cycles and then call if it isn't fixed. I have called and left so many unreturned messages that I found it is easier to drive the 3 1/2 hours each way to the store to talk to them.
I have left numerous messages for the GM and the DM to call me but no call back. I have sent a letter to the CEO Mr. Jeffrey Seamna and received no call. I have also called the store to get the GM's name and a lady named Roseanne would not give it to me. She said they couldn't tell the customers that. I have the supporting documents from them to show the correct interest. I also was told that there are notes from my August visit showing that this should be fixed. Well here it is March and it is still not fixed. I no longer believe anything anyone tells me and at this time I just don't know where else to turn since no one will call me back.
Wanda of Elgin TX (02/09/06)
We ordered a livingroom suit and dining room set, when we got the couch it did not have the features that was at the store, the salesman didnt tell us since we got the sofa sleeper it took away the cup holders in the middle of the couch and also the electric massage. Then they brought the wrong dining room table, I called the store and the manager was no help at all. He said the salesman made a mistake and there wasn't much he could do, or was willing to do, he said if we wanted the right table we would have to pay another 100.00. thats pretty sad since we spent $3300.00 in that store. Customer service really sucks at that store.wont be buying any thing else from there!
Christine of Farmingdale NY (01/19/06)
Appalled with this company and their cust svc reps. They have no idea what is going on with orders and poor responses within the company. They lack simple cust service skills and can't come out with simple delivery dates! Salesman promised that our couches and tables were in stock and we could ship them @ anytime. WE understood about our bedroom set, that it was a special order and would take several weeks. I called in the begining of Jan to have our couches delivered and dinnette set and they said "ohh noo that is a special order as well, no stock on that". Then the salesmen lied to us to our faces.
Going back and fourth several times and not getting anywhere, we finally get a call back and the delivery date for our couches and such was set up. Taking a DAY OFF of work for this non-sense, our delivery comes with "2" loveseats and DESTROYED dinette set. NO end table no coffee table. What are we suppose to do with 2 loveseats, no one had enough courtesy to call us and say HEY we only have one couch, again with the BACKORDERS and delivery dates. Unexceptable to get a 1/2 of delivery with wrong furn and destroyed furn. In the meantime we are awaiting the rest of our furn. I would never ever deal with them again and will tell all about this place.
James of West Palm Beach FL (01/05/06)
Rooms to Go provided the most unpleasant furniture buying experience I have ever encountered. Up front, the salesman promised the world; after the fact we were lied to over 10 times. To summarize, we tried to buy furniture (sectional which includes sleeper couch) for visitors over the Christmas Holidays. We would not have purchased the item if we could not possess the sleeper couch for visiting relatives, so they set the first delivery date for the very next day. My wife took off work for a day--which was wasted.
After two more promised delivery dates, I demanded a full refund (in person, at the store). This was now on Dec 22, and they were saying delivery couldn't happen until possibly News Year, when I would no longer need the item. On this date, they gave me paperwork claiming a full refund, to be deposited in my bank within 2 work days (I had made the mistake of paying with a debit card, so they already had my full $2,165). A week passed, with no money in my account.
I called Dec 30, and talked to Audrey. My fear was that they were holding my money so they could get their sales bonus at the end of the year, and then submit my refund. Audrey said she processes refunds, and no one had submitted anything to her--even though I had received the refund statement over a week previous. January 4th, I finally got my refund, and the store manager probably got a bigger bonus because of all of this. These guys were so friendly up front when they wanted to make the sale, and so dishonest in all of their dealings after the fact. I have never encountered such consistent lack of intergrety--they want your money and will say anything to keep it. For these guys to say, we will get it delivered tomorrow, and then not call or deliver it--and to do this three times in one week! Wow.
Jen of Holiday FL (12/20/05)
My Fiance and I went and bought a whole living room set, and bed room set at Room To Go a couple of months ago. While the living room was fine, our king sleigh bed squeeks! So we have had two reps to the house, which while they were there said that there was definatley a problem. Before they left our house we asked them if there was anything that we could sign verifying there was a problem.
They informed us that unfortunatly there was not but they would definitely take care of the problem. Well this is the second time that they said the same thing but in thier report claimed that everything is fine and no further action is required!!! So now it is our word agaisnt theirs and customer service is doing nothing!! They just tell us,"Well in our report it said that nothing is wrong so there is nothing else I can do!!" I am so Angry that we went out and spent thousands of dollars and we are getting no help with solving this problem. I know that we will NEVER order anything else from Rooms To GO again because of the AWFUL customer service.
Chirayu of Jacksonville, FL, writes:
Rooms To Go is one of the stores I relied upon for furniture recently for my new home. My purchase consisted of a bedroom set, a mirror, and tables (2 end tables, 1 cocktail table, 1 sofa table ). The furniture was delivered behind schedule on 10/6/2000. The delivery persons set up the bedroom, but I was left to experience a few problems with the tables. Rooms To Go does not set up tables as part of their delivery and leaves the customer to deal with it.
I started out by putting together the cocktail table, only to find out that the legs did not fit on properly because the holes and screws do not align. After spending over a half hour on this ordeal, I ended up moving on to one of the end tables. I experienced the same frustration and also found out that top, which is made of stone, was chipped off in a corner. At that point, I decided not to open any other boxes.
The next day I contacted Rooms To Go's customer service number, but I was referred back to the local store. Upon calling the local store, I was notified that our salesman no longer worked at the store and that I could either exchange the furntiure or be credited. When I went to the store I was told a different story by a manger there and given a bunch of sales talk on how they are the "best in the business.
I was told that I could only exchange the furniture and not get a refund because the furniture was purchased on finance with their card. I was upset at this point because I was now stuck with a replacement or an exchange. I did not want to replace my defective furniture for a new set because I am afraid the same experience would occur -- damaged tops or mis-aligned legs. The other furniture stores had very liberal policies and even allowed me to return some items that did not work out in my new home. I do not understand how Rooms To Go leaves the customer stuck with such policies!
Before I even bought furniture from the store, the sales people acted friendly and never even mentioned anything about their return policies. However, now it feels like I was just a vulnerable consumer who fell into their trap. I would not recommend this store to anyone because dealing with them is like dealing with some used-car salesman!
Lissette of Miami:
I purchased a dining room set and a living room package on 04/22/00. At the initial delivery date of 06/21/00 I received all items except for the loving room tables. They told us then it would be delivered by another date. When that day came and went they promised us by yet another date, but it wasn't to be. Finally in the second week of August they came with a temporary replacement to the tables saying the others were not in stock. I had gone to another of their showrooms and seen the set there. The salesperson at that location told us what the prior Rooms To Go had to do was cancel the order and we would do a transfer from this one.
That was great to us since all we wanted was the set we had initially purchased. The Rooms To Go in question said that could not be done. We went to the store manager, Mr. Luna, who was very sarcastic and is the complete opposite of what they promise -- "complete satisfaction." He said he would reduce our order by $75 if we accepted the tables that they delivered; we declined, then he said I would have to pay $320.00 for the tables I wanted. We declined and he said to just give $180.00 and he would put in the rest. We still declined. We did not see why we had to pay any other fees if the original package included the tables and the complete price was $3477.14.
He even told us to call Rooms To Go to increase our credit line.
Linda of Woodstock, GA:
My husband and I ordered our dining room set from Rooms to Go on April 8,2000, to be delivered in our new home on April 26. This set included a table, 6 chairs, and a china cabinet to be delivered the end of May.
When the delivery men arrived (unconfirmed) with the table and chairs, he informed me that there was a problem. Seems that the person who packed the table literally threw everything in the box together unprotected and there were a lot of scratches and nicks in everything. He also informed me that they were given no hardware and could not put anything together. Whe he asked what I wanted him to do, I told him to get out. Upon calling my sales representative (who is supposed to be so committed to customer satisfaction), he couldn't help me. Seemed nobody there could tell me when I could get this corrected--maybe in a week or so. I informed them that I wanted a replacement as soon as possible, because I was having a dinner party that weekend.
When they rescheduled, my husband was here to accept the table. He did not notice that they had neglected to Scotchguard the seats as previously paid for. We had to clear that up another time. When it came to the china cabiniet and hutch, it also was delivered very damaged. My husband noticed this after it was inside, and the delivery man said that he will have someone come out with a replacement.
Turns out that nobody just "comes back with replacements". First they send someone to "check things out". These people bring nothing with them to fix anything, thye just look. Aside from the wood damage, my entire china cabinet was missing all of it's knobs. When I called ahead for the man to brings knobs with him, I was informed that it was not possible. In any case, the man came out,looked things over, and said that someone would be calling me within 48 hrs to set up a replacement date. Of course nobody ever called.
After about 2 weeks of waiting, I called and was told that they never call us to set up dates, and that it was my responsibility. The date was set, but after a few weeks of thinking, I realized I was sick of playing games with this store, and that I wanted to talk with a manager about the situation. I went into the store in Alpharetta, GA and spoke with Steve. He agreed to give us $200 off the cost of the cabinet and personally see to it that the missing knobs were sent, if we agreed to keep the cabinet. That was fine with me, because it meant I wasn't going to have to wait around for anymore delivery people again.
To date, I have not seen this mysterious $200 credit on my account, and still have not received the knobs. I spoke with Nancy last week, and was told that they were going to take the knobs off a new cabinet and they would go out to me the next day. She assured me I would have them by Friday. Today is Tuesday, and when I called to speak with Nancy, she was, of course, "in a meeting", and would not be back until Thursday. The woman I spoke with told me that according to the computer, as per Nancy on the day I last spoke with her..."the parts were being shipped from the manufacturer and would take about 6-8 weeks". I can't even believe that this woman would tell someone on the phone that something was "going out the next day, and arriving at my house the following day", when this is not what she notated on her computer. I am truly at my wits end with these people, and I can see by reading other people's complaints that it is nearly impossible to speak with managers. I think it's time for me to pay another visit to the store, and this one will not be a pleasant one.
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July 25 2008
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