Complain about a product or service

Rooms Unlimited, Medford, NY

Andrew of Melville NY (09/02/08)
sent in a earlier report regarding the purchase of a vanity an mirror on may5, paid in full, stayed home on may8 for delivery only to be called midday that they wouldnt be delivering the item in that is was noticeably damaged but promised a firm redelivery in 3-4 weeks as i had explained that initally this was a mothers day suprise present that now wouldnt be much of a suprise but nontheless the space was cleared for the item and we would accpet 3-4weeks..

numerous calls thereafter went from two days to a month to i dont know what to tell you from fred who eventually just said that we will see you in court....i did visit the store anonymously on august25th to pretend to repurchase the item and was told it would take 6 weeks to get from that date....i finally had a lawyer send a letter as my attorney deemed what they were doing to be fraudulent and we will see....i hope this helps anyone who remotely considers purchasing anything at rooms unlimited from feeling lucky to have read this and avoid them at all costs....

Barbara of Holbrook NY (07/25/08)
My husband and I purchased a bedroom set and a living room set. The total cost was a little less than $5000.00 and we paid CASH Well,we didn't have the livingroom set more than 2 weeks when we noticed that the cushions were not keeping their shape. We called Tracey who sent out Joe. He said, I've replaced these cushion on every set that they sold so far. This set is made in China what do you expect? Well, I expect a lot for that kind of money. If it was only the cushions I'd probably be ok but our nightmare with Fred got worst.

We ordered a leather headboard with footboards we were told 6-8 weeks back in April 2008. It just got here last week. The team of movers who brought it were high as kites. The guy comes into my home and smacks the new long awaited headboard into my new coffee table scratches both pieces then he scratches the walls, and the door frames, they were just painted in April and when they was putting our bed together the 2 of them dragged the plywood all over the new rug in my bedroom. Splinters everywhere. His attitude Oh man! i'm sorry 'bout that lady. Not exactly what I wanted to hear.

calls to the store in Medford resulted in more promises from Fred we'll take care of you and this problem. well tomorrow finally the cushions will be arrive and now i have a complete set of furniture that looks like we let the kids play on it. Oh wait I forgot our kids are all grown this must have come from the factory like this or those who delived the bed frame did it. Either way it is what is. We received a gift certificate for $200.00 for our delayed headboard. Nothing yet for the scratches or the the paint that has to be touched up.

I want to warn anyone who goes there. Buyer beware. All furniture is from China, they want one thing your $$$$$ once they have it, kiss it goodbye and realize you should have checked for complaints against them. and if you don't want to be added to this list like me. And who knows maybe you can get refund the rest of us wish we could get.

Kathleen of Miller Place NY (07/22/08)
I paid cash on June 3th, 2008 for a couch and was promised delivery 1-2 weeks.Time passes and no one contacts me with a delivery date, when I called I was told that the couch was not in port yet and it would be two more weeks.They sent me a loaner couch.When I called another week later to set up delivery date they tell me it is not going to be in port until August 13th and I would not have it until the last week of August!

The salesmen was aware we are in a new apartment and had wanted a couch asap, we never would have purchased it if we knew it would take this long, the original quote of 1-2 weeks was long enough already. I dont think they would have even tried to contact me to tell me of there mistake , I had to hound them to get answers.When my boyfriend called to speak to the manager Fred he has an attitude right away and basically said why dont we cut to the chase you want your money back? So we said yes , and guess what we have to wait now until friday (its Tuesday) because the person who writes the check isnt going to be there until then , so they are going to send the delivery guys back to pick up the loaner and give us a check on Friday.Once again we have to sit there and wait and reaarange our schedual because of there screw up.They arent even nice about it they have a totall attituted as if we are asking too much of them.I will tell everyone I know about their horrible service.

Lost a whole month, have to shop for a new couch now, waited home 2 days for delivary, paid deliverymen tip totalling 40$.

Jeannine of Lindenhurst NY (07/03/08)
i had purchased a bedroom set from rooms unlimited on 4/10/08. i had spoke to joe a. on the phone that to tell me that i was approved for the line of credit. when i went into the showroom, i had asked for joe a. the man had just ignored me, and went on to show me sets. when i finally decided which one i wanted i again had asked for joe a. again it was ignored.

joe m. had wrote on my invoice 2-4 weeks delivery, and said that it should be there in 2 weeks. well after 5 weeks, and calling constantly, someone had slipped and said that the wrong furniture was ordered. 7 weeks later, fred, the delivery manager called to say the furniture was finally in the warehouse. so my husband took off of work to be home. that morning fred, called to say the furniture was on the truck from north carolina, and had not arrived. when i starting getting upset, he basically told me what would you like me to do , if the truck gets in early, we'll deliver it tonight.

well 5pm, i call again for fred to say the truck should be there by 6:30, and as a favor, he'd stay after 5 to inspect the furniture himself and deliver tomorrow, crediting me $140.00, for my husband lost pay that day. it comes the following day, and the headboard was smashed in, and the dresser had scrathes all over it. fred told me a new headboard would be delivered next week, but someone would come out to fix the dresser. 3 weeks later, the guy comes and says, i can't fix lacquer, you need a new dresser 2 weeks later another dresser is delivered a day early none the less, and that dresser is scrathed.

when i spoke to fred he said that all the dresser are going to have scrathes because it comes from the manufactuer like that,. he said they would deliver another one, but that one will probably be the same. he says he has about 20 of them, but he's not going to look at all of them to see the condition. for paying $2000.00, it would be in impeccable condition. well so far my credit card has not been credited, but i got a bill for the part i financed.

how terrible that getting new furniture is suppose to be an exciting thing, and with rooms unlimited, it has been a nigthmare. i was going to buy dining furniture, not from them, but after this ordeal, i rather sit on the floor and eat. we'll see next week, the condition of the third dresser, and fourth delivery, and ofcourse my credit.

my husband has lost a days pay

Danielle of Ronkonkoma NY (04/24/08)
On 11-8-07 I bought a twin bed for my 3 year old son.When it was delivered it was the wrong bed.When I called Fred told me the salesman had made a mistake and that the bed i orded was not in stock.I had already gave my crib away and loved the bed i orded so he told me i can buy the floor model the bed came.

my son has not been feeling well so i have been sleeping with him.i have been smelling MOLD AND MILDEW not knowing where it was from untill i smelled the bed.The floor model they sold me was in the basement for who knows for how long.I am very conserned about my 3 year olds health i am thinking this is why my son is not feeling well.

i called and of caues they can not do any thing because too much time has gone by.But the reason is becaue you can smell it when you are lying it.my son is only 3 years old he does not know what mold smells like so he could not tell me his bed smells. I dont want my money back i just want a bed that dose not smell like mold.i am stuck with this bed.i tried to clean it and air it out and nothing help.can someone please help me.we are not talking about some scraches we are talking about my sons health.

Jeanette of Holtsville NY (03/09/08)
Joe was very knowledgable and we got our financing and the utmost in customer service. Our delivery guys came and set it all up. They were great.

Got great service, however the material we ordered is our own fault, we are not happy with the micro fiber. The entertainment center recently has a problem, I will call Joe and see if they have a tech that can resolve our situation. But otherwise, very happy with the negotiation of the sale and delivery of what we ordered.

Michele of Commack NY (01/02/08)
My fiance and I bought a leather couch from Rooms Unlimited where we were told the couch was great quality along with a cocktail table and two end tables. The tables were supposed to be set up on delivery but they were left in boxes for my fiance to put together. They were damaged and cracked and we were told they were a $400 value when we complained they said they would give us a $200 credit or $100 cash. By this point we are so aggrivated we argue back and forth. We were getting nowhere.

The sofa has been peeling since 60 days into our purchase of it. There is a huge slit in the bottom of the couch. We don't have any children or pets. It's just my fiance and I and all we do is use the couches the way they were intended. Finally, 3 months later, after calling and calling, they send us another who tells us they may cover the damage. We wait a week to call when we find out we are out of luck, they will not help us. Tracy is the service manager there. My fiance spoke to her very nicely and her tone ever since she got on the phone was almost like he was bothering her. I would not recommend buying a lamp even from them.

Unknown of Bayshore NY (12/03/07)
On November 2006, my husband and I purchased a beautiful maple bunk bed from Rooms Unlimited for our two boys and not even six months later, the knobs are falling off.  The side cabinets are popping back open after you close them. I called several times to complain and it was always the same story that the person from that department is not here right now, you have to call back. By the time someone was available my warranty had expired - how convenient, I say. That bunk bed was $1000.00.

Jodi of Manorville NY (07/24/07)
I ordered furniture on dec. 10th 2006. Waited 8 weeks for it to be ordered. Furniture was delivered to me damaged and it was refused. New furniture was delivered to me a 2nd time and this also was damaged. I then decided to just simply get a refund on my deposit and shop somewhere else.

I have been getting a runaround being told the credit can only be done by certain ppl or that my paperwork cant be found.. it is 8 months after original purchase and deposit I left is still not refunded.

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 (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 (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 (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 (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 (01/18/07)
I purchased a dining room set for $7,500 on 11/19/06. I was told all the pieces were in stock. I paid in full and delivery was scheduled for 11/30/06. When delivery came, they did not have all of the pieces. The right and left sides of the china closet were missing and one of the dining room chair cushions had grease on it. I called Rooms Unlimited and they apologized - indicated that someone should have called me to tell me all the pieces were not in.

They promised that the right and left sides of the china closet would be in before the holidays. They were not - they did not come in until the second week of January. A service technician had to come to my home to replace the chair cushion as it was delivered with grease on the off white seat cushion and the middle door of the china needed to be replaced as the molding on the door was warped and a piece of the glass in the china closet was scratched. This was in December - shortly after delivery. There have been no replacement pieces delivered yet.

Yesterday, I entered my dining room only to find that the back cushion of one of the chairs has seperated itself from the bottom up and has curled half way off of the chair. No one has been in or sat on the chair since Christmas day. I do not have young children, I do not have pets and nothing was ever spilled on any of the chairs to cause a seperation. I again called Rooms Unlimited in 1/18/07 to schedule a service call to fix the chair and was told very rudely by Christie that no one is available to stop by and look at the chair until Feb. 1.

Carol of Moriches NY (01/17/07)
When the bed was delivered, it was supposed to be a full size bedframe, the full size mattress was way too smal. We thought the frame was a queen size, so in order to make the situation simpler( we thought) we ordered a queen size mattress. Unfortunately, we found out Roomsunlimited had delivered screwed up sized bedframe, The length of the frame was a full size and the width of the frame was a queen, unfit for any size mattress. I went to the store and spoke to an employee called steve, he told me I had to speak to the person that sold me the bed, which was Frank. Frank told me no problem, I'll just give you the correct bed frame for a queen size and so he did, but unfortunately it was for a bed with no foot board and the bed they sold us has a footboard, so now I they have to exchange it again.

J.K. of Mt. Sinai, NY writes:
We went to this store and purchased approximatly $13,000 in furniture in one day. We purchased a dining room table, 4 chairs, a sectional leather couch, cocktail table 2 end tables, kitchen table and 6 chairs.

The first problem we encountered was that we were told the furniture was going to be delivered within a certain time frame, having just moved into a new house and not having any furniture this was important to us. After many phone calls to the company and being treated as if we didn't exist we finally recieved our furniture approximatly 5 months late.

Then I called the furniture store to complain that when you leaned on one end of my kitchen table the center popped up and that I also had requested from the salesman when we purchased the set we wanted a lacquer set , not mica. In fact the table we received was only lacquer on the top; the pedestal was the cheapest quality mica.

The furniture store said they would send someone to look at it. They did. A gentlemen came to my house and his exact words to me were, "This table is a piece of junk."

The company never did anything about the table. Over the past year all the pieces of the dining room table have been just falling off onto the floor. At first I glued them back on then I thought I must be crazy to do this to a $3,000 table, they should have to fix it.

In the meantime the "leather" on the sectional is all coming off and the couch is turning black.

There were no children in my home til the (recent) birth of my daughter so no one sat on this couch except myself and my husband and ocassional compnay we had. and the dining room table is in a "show " dining room. It has never even been sat at. The table has never been eaten off of.

The consequences are that we now have three rooms of furnture that are no good. The kitchen table they knew about since the beginning and never did anything about it. I called the store lasr week spoke to a women named Robin who said she was the person to handle the problem. She said the dining room table was guaranteed for life and they would send someone to reglue it, no one has even called me.

She said that since the sectional was 1 year and 6 months had gone by that the guarantee was up. I told her that couch was $5,000 and the leather was coming off who pays that kind of money for a couch to last a little over a year with minimal use.

I called the manufacturer of the couch, Peoples Choice, they told me the couch we bought was a "Leather Vinyl" we were never told that when we bought the couch we would not have paid $5,000 for a leather vinyl couch.

My intent is to give them back their furniture and I want my money back. They blatantly misrepresented the furniture we purchased and $13,000 worth of furnture should not have to be thrown in the garbage one year later.

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