Complain about a product or service

Rooms To Go

Customer Service

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

Angela of Rocky Mount, NC October 8, 2009

My boyfriend and I bought a new house in July. That same month, we headed to Rooms To Go to pick out living room furniture and a bedroom suite. Our experience while shopping at Rooms To Go was pleasant and after choosing what we wanted and paying over 5000, we were excited to await the delivery. 2 weeks later, our furniture was delivered. It was on a Wednesday...I know this because this is the only day we can receive deliveries from Rooms To Go. I was at work, as I work an 8-5 job Monday through Friday, so my boyfriend handled the delivery. While our Sofa loveseat(motorized recliner) was being placed in our livingroom, he noticed that the back was broke. The leather material was completely unattached to the back of the loveseat...not only that, but the motorized recliner was not working as it should. The driver made note of this and said we would be hearing from Rooms To Go for a replacement.

While the drivers were installing our bed, they used the wrong screws on the headboard and completely screwed through the wood on each side, leaving big holes and wood hanging off of the edges. This was not so much an inconvenience to us as it was an eye-sore. The driver made note of this too and said we would be getting a replacement. Our replacement furniture was scheduled to be delivered beginning of September I believe, on a Wednesday, between 8-12. This worked out perfectly because my boyfriend does not work until 12 on Wednesdays. However, the driver was late and we were not notified until around 12:30 pm. I informed him that we were both at work and could not be there for the delivery. He told me his company would be calling me to verify this. A few minutes later, his company called to verify I had cancelled delivery and said "You will be hearing from Rooms To Go to re-schedule".

About a month goes by and I still hadn't heard from Rooms To Go. Go figure! So I called Customer Service and was blessed with Customer Service Rep Rianna (spelling?). Not only was she rude the entire time we were on the phone, but blamed me for the whole entire mix up...stating "who would sit around and wait for a company to call to reschedule? You cancelled it, you reschedule it!" It really did make sense, but I know what I was told that day and that was NOT it! After taking a few deep breaths, I explained to Rianna that I really needed the delivery to be between 8-12 if at all possible to ensure someone was at the house. Again, she was rude and stated she had nothing to do with that and could not help me. Needless to say, after 2 or 3 more phone calls to Customer Service to bypass Rianna, I finally got the replacement furniture scheduled for delivery on October 7th....almost 75 days later. The furniture was to be delivered between 11 am and 3 pm.

At 2 pm, still not hearing from anyone, I left work (taking Vacation time) to go to the house to wait on the furniture delivery. At 2:40pm, I still not had received a call from the truck driver, so I called Rooms To Go Customer Service. Apparently the driver had some phone issues but she ensured me he would be there in 15 minutes. At 2:56pm, they pulled in. After replacing our head board and switching out the loveseat, I realized that the replacement loveseat had a big indentation on the right hand side of it. I went out side and chased down the driver to let him know what I had discovered. He agreed, the loveseat would need to be replaced again. Now, it has been almost 75 days since we ordered our furniture. I cannot justify any of this nor can I agree with the way Rooms To Go has handled any of this. I sit here writing this pondering whether or not Rooms To Go will call me or do I need to call them to reschedule yet another deliver...on a Wednesday only....during some random 4 hour time frame...where I will be forced to again, take vacation time from work.

Grace of Biloxi, MS September 23, 2009

The Sales Associate stalked me. In our casual conversation, I responded to her questioning that I am a Doctor and that I worked in X city. I stopped by the store to purchase 6000 worth of furniture (paid in full with check,) but she was helping another customer. I had no problem with that, but after waiting 20 minutes, I wanted to go home. I said that I'd be in the next day and she responded that she was off, so I said I'd be in the day after that. The following morning, I got a call from my secretary, that some lady from Rooms to Go asked for my personal cell phone number. When my secretary replied that she would not give it to her, the Sales Associate asked to have me call her. I promptly called the manager of her store to complain about her inappropriate behavior. I don't know what happened, but he said that he would address it with her. Right.

Second, the "reconfirming" thing is absolutlely inconvenient. What's the point of telling the store that you want it delivered on a certain date, when they'll cancel that date if you don't "reconfirm?" That is what happened to me. After making my purchase on September 9th for delivery on the 23rd, because I didn't "reconfirm" the date, my pieces went back into inventory and now the soonest date for delivery is october 23rd. It's like reserving a car or hotel room and arriving at your destination and the Sales Associate telling you that your reservation is not available. I only hope that the pieces arrive in showroom quality and I don't further experience what the others have complained about.

Kim of Nashville, TN September 17, 2009

I purchased an 1800 sectional sofa at the store. The furniture was scheduled to be delivered at an agreed upon time. The delivery men arrived with the new furniture and began carrying it into the living room. The men asked where I wanted the old couch. I told them that the couch needed to be moved down a short flight of steps...(approximately a half flight of steps). The delivery men stated that they could move the new couch downstairs but they could not move the old couch down due to "company policy".... I was fully aware that Rooms to Go would not take the old couch but their complete lack of regard for my needs as a customer is appalling. At no time was I told that they would not move furniture. I refused to accept the order and I will be writing again if I am not fully credited on my statement.

Kelley of Montgomery, AL September 15, 2009

Amount in Dispute = 594 (merchandise, fabric protection, sales tax). Issues with first chair: 1.Left (right when seated in chair)-front leg: delivered attached to the chair in a crooked position. The leg was at approximately a 45 degree angle to the chair. When the leg was removed, the screw was appropriately attached to the leg. Multiple attempts to re-attach the leg resulted in the same result. Hole for attaching leg was not appropriately drilled (drilled at an angle into the frame).

2. Bottom seat cushion: Seat cushion was misshapen. An adult fist could fit through the gaps between the back edge of the cushion and the back of the chair. 3. Upholstery: Several irregularities. Loose on the right side when facing the chair. Too tightly gathered in other areas.

Issues with second chair: 1. Left (right when seated in chair)-front leg: Leg was straight but would not screw in tightly. When leg was unscrewed, the screw remained in the frame of the chair. Hole for leg in screw was stripped in the leg. Delivery technician did tighten the screw some with pliers.

2. Bottom seat cushion: Back edge of cushion was acceptably flush with the back of the chair. However, the front edge was misshapen and asymmetrical. The right side (when facing the chair) had a 2+ inch gap between the chair arm & the cushion. The left side (when facing the chair) had a 1/4 inch gap between the chair & the cushion. 3. Upholstery: Large folds of material are present on the back of the chair on the right side, but not the left side. The piping on the left arm is crooked. The seaming on the left arm does not follow the curve of the arm.

Timeline of dispute: 04-Sep-09: Delivery of 3 pieces of furniture. Noted after delivery personnel left the issue with the cushion and the crooked leg. Attempted to call Room to Go. Contacted local store & was referred to 800. Call center was closed. 05-Sep-09: Contacted Rooms to Go and requested a refund for the chair. Was told that a refund was not possible despite manufacturer defects. Delivery of a replacement chair was scheduled. Contacted Master Card and inquired regarding dispute process. Was advised to follow vendor policy of replacing merchandise, but was advised to not accept delivery of replacement chair if the replacement was also defective.

15-Sep-09, 2:15 central time: Replacement chair delivered in the condition described above. Refused the chair & requested that the first chair also be removed from my home. Delivery personnel stated that his delivery orders would not permit him to remove the first chair as he only had authorization to deliver the replacement. One chair remains in my home. 2:45 central time: Called to request that chair be removed and full refund of chair cost be given. Call center personnel could not authorize the request. Asked to speak to call center manager. Told that I could not speak to a manager and had to call the store where I made my purchase.

15-Sep-09, 3:15 central time: Called store & spoke with Debbie, Sales Associate. Described above details of situation and events to this date & time. Debbie agreed to send a truck to retrieve the chair. Debbie confirmed that I could not return the chair to the store myself, though I offered to on this call and with call center personnel. Replacement chair was offered & I refused given the quality of 2 previous chairs. 80% refund was offered with 20% store merchandise credit. I refused & ask to speak to the manager. Spoke with J. Brady. He restated the offer previously detailed offers and was still unwilling to provide 100% refund of cost of chair. Ended call with plan to contact Master Card to dispute the charge.

15-Sep-09, 4:00 central time: Contacted Master Card. Dispute is now open (case number and amount above). Called local store back after realizing that I failed to confirm schedule for chair pick-up. Spoke with Debbie, Sales Associate & scheduled for the chair to be picked-up at the earliest available appointment which was September 24, 2009.

J.R. of Houston, TX September 12, 2009

Bought a sectional couch from the room store in Sugarland, was happy with the piece. Explained to my wife that when it was delivered I would not be home and to expect it to be totally sealed in plastic and if it wasn't to refuse the delivery, this was done in front of the sales person. At this time the sales person, Will S., interrupted to explain that the plastic would be removed to spray on the fabric protection but would be recovered as well as possible when delivered. The fabric protection was never offered but just added to the ticket and I did not realize it until several hours later when I inspected the recipt.

At 5:40pm just three hours after the purchase, I immediatly called the store to talk to the Manager, the phone was answered by Henry the Managers assistant. As Henry put me on hold to get the manager the phone It was picked up by the salesman Will. As soon as he answered the phone and said his name I told him I did not want to talk to him and that I wanted to talk to the manager. The salesman told me Sorry but the manager told me to speak to you and you are stuck with me and again I asked to speak to the manager. He told me that I would have to deal with him and him only! After a few choice words from me he decided that he should end the conversation and that he was not going to win the conversation.

Called back a second time immediatly got the asst manager on the phone and asked for the manager, he put me on hold and returned to tell me the manager said he was not available. I said if he is there to tell you he was not available he is there and I will hold until he comes to the phone.

Finally Gogo the manager got on the phone and I explained the deception on the fabric protection and was not happy. All I wanted to do was cancel the fabric protection when I origionally called, all new furniture already comes with fabric protection. But when the salesman got on the phone instead of the manager and got me really P**** I decided to cancel the entire order, which was done within the 48 hour time period to recieve the FULL refund.

So the refund was processed, used a debit card, so I will get a check at some point and time after looking at all the complaints and people waiting 4 weeks or longer to get their hard earned money back. Heed my warning-DO NOT BUY FROM ROOMS TO GO! They promote deceptive sales tactics! Also you need to file a complaint with your states Attorney General, you can do it online as I did!

Felicia of DeSoto, TX September 8, 2009

In December 2008, my husband and I purchased furniture from two different Rooms To Go stores at different times. Our first purchase was from the Arlington, Texas showroom that had a promotion of no pay until July 2010. We then made another purchase later that month from the Rooms To Go Outlet with a no pay promotion until February or March in 2009. To separate purchases.

After not having to pay for a couple of months, when the first bill for the first purchase arrived we were slightly late on the payment, because the balance due was overlooked, because the bill showed both purchases. After we paid, Rooms to Go cancelled both promotions, including the purchase that wasn't due until July 2010. I personnally do not think that is fair. It was not explained that a purchase with a different deadline could effect all purchases regardless of deadline or that they were completely separate and from different stores.

Now I owe more than the furniture costs. And don't dispute it, because if you do, they put your payment on hold, then say that they are right and charge you more than you intially owed. They are a rip off, fraudulent, and horrible business people. I would suggest people not shop with them at all. Their customer service line is horrible, and you get the run around. I am so disgusted with their level of service.

Jack of Richardson, TX September 7, 2009

Purchased almost 4k worth of leather sectional furniture two weeks before laboro day. Attempted to negotiate price, but was told it was not possible in their company, however I should watch ads and especially with the up and coming holiday, if there was a better price offer, I would be refunded the difference.

Labor Day came and there was a 500 coupon on the same sectional. They say coupons are exempt from prior purchases and they will not honor. 500 they owe me.

Darlene of Sarasota, FL September 2, 2009

Back in May I purchased some furniture from Rooms to Go showroom in Sarasota. I should have known better after their mistakes and treatment of us afterward to cease dealing with them. They invoiced us for 3 items when we purchased 2, then credited us twice on our american express. As this was done by phone and we did not have our statement we were unware of the second mistake. They called us and said they were sending papers for us to sign to re-bill the second credit they did in error. They then called threatening collection before we even got their papers in the mail or even had a chance to verify that they did indeed credit our american express twice. The papers did arrive we did sign them and return them and luckily it all balanced out. This isn't even may major complaint but just adds to the frustration.

I needed some accent pillows which could not be purchased in the showroom or online so I was instructed to send a cheque to the parts department with a sku number, mailing address and contact information. I was told it only took about 5 to 7 business days to get the order. I sent my cheque and it cleared my account June 24. By mid August no merchandise arrived so I called customer service to inquire. I was told there was no record of any order. Then I was told I had to get a copy of my cheque from the bank and fax the front and back of the cheque to rooms to go customer service. I did so and spoke with Wilson who assured me he would call me on Aug 27 or 28th at the latest. Of course I did not hear from him so I called and had to leave voicemail. He did not call back so I called again and he again assured me he would get back to me that day and of course he did not.

I then started e-mailing customer service and dealt with Chad. I explained the above to him. He said my order was placed Aug 26th. He could not explain what happened to my order between June and August when it apparently didn't even exist, was not interested in talking to Wilson and addressing his lack of customer service as this was a different department of customer service, he could not, or would not, give me any indication of how long my order would be, only that it may take up to 90 more days (I had already waited 11 weeks)and ingnored my request on 4 occasions to provide me with the name of an individual with more authority than himself. He did say he could possibly check to see if my order could be cancelled at this point and my money refunded, but was unsure if this could be done.

Honestly this frightens me too because I think it is very unlikely I would ever see the refund. This is the most pathetic organization I have ever dealt with and rest assured I will never dealt with them again, at least if I don't have to keep chasing the item I paid for 3 months ago and still have not received.

Grace of Kissimmee, FL August 28, 2009

On 07/05/08 I received delivery of my power recliner sofa and manual recliner loveseat that I purchased on 05/31/08 from Rooms To Go on Osceola Parkway in Kissimmee, FL (so much for quick delivery after purchase, huh?). On July 11, 2009 (1 year and 6 days after delivery) the power recliner sofa quit working. We requested a new part (the Power Control Box) from the parts department and mailed them a check for the part. We received a form letter from Rooms To Go stating that "the part requested is unavailable from the vender" and a note stating we should recieve a refund check for the part within 21 BUSINESS days. When we called the Customer Service Department we were told that Rooms To Go no longer carries this product and they could not do anything to help us out.

I called the Kissimmee store on Osceola Blvd. in Kissimmee and said that I wanted to purchase this exact same couch - after checking on their computer I was told that this couch could be located in Miami at store number 402. When I called Customer Service back with this information, I was told that Rooms To Go does NOT have this couch in any of their stores (liars) and that there is nothing they can do to help us out. I requested that they remove this part from the couch located at store 402 in Miami and they said they cannot do this for us. The ONLY thing they will do is to send a technician out next week "sometime" to look at it to see if another part from another couch might work. I have no hope at all that anything will be done to correct this situation. DO NOT BUY ANYTHING FROM ROOMS TO GO ..... EVER!!!!!!!!!!

Larry of Atmore, AL August 25, 2009

I wish I had read these 8 pages of complaints before buying a full bedroom worth of furniture. This Thursday will be the third try to get me the furniture without it being beat to hell or in non-working order. I tried contacting their manager Ms. Smith at the Pensacola office and she has yet to contact me back. She refuses my calls and the quality of service is the worst I have ever seen in any business I have delt with in my 50 years of life.

one month without bedroom furniture since they will only deliver every Thursday. If they do not get it right this time I will have them take it all back. But the delivery guys that dont even speak english wont take it anyway so it will be 2000.00+ of furniture sitting on the lawn!

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