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

Brad of Bluffton, SC January 13, 2006

Brad of Bluffton SC (01/13/06)
My wife and I purchased furniture from Rooms To Go in October of 2005. We ordered a bedroom set, dining room set, and a living room group. All pieces arrived in good condition except the sofa table. And so we begin. The corner of the sofa table had been crushed from mis-handling of the supplier or in shipping. Either way, it was damaged when I opened it. I called Rooms To Go to resolve and they sent out a new table in a week's time. The new box looked like it was opened for inspection and in fact had been. A slip of paper was taped to the box saying that it was personally inspected due to a customer service complaint. I opened the box and looked over the table. It was fine. However, they obviously did not inspect the contents of the box because the two long horizontal shelves that are STRUCTURALLY REQUIRED were missing.

What kind of company does this? How can you screw up after someone has "personally inspected" the package after a customer complaint? I called Rooms To Go once again. They gave me a 50 credit (which I am still waiting on since November) and said they would send out the shelves but it could take up to another week. A box arrived about 4 days later. I opened it up and much to my surprise they sent the wrong pieces! They sent me the vertical pieces when I specially stated the long horizontal shelves.

This was also repeated by the person that I was on the phone with. This company has got to be the most incompetent as far as customer service is concerned! It is now January and our sofa table is still in pieces waiting for the correct pieces to arrive. When I asked "When will I receive the pieces?" I was told "It depends...."

Lillian of Brentwood, NY December 30, 2005

Lillian of Brentwood NY (12/30/05)
My husband and I ordered a gorgeous wood sleigh bed. It was delivered the beginning of October 2005. The delivery crew unwrapped the components of the bed outside at the end of our driveway, which is where they left all of the cardboard, plastic and other garbage. This after my husband waited a full day only for them to arrive after 5 when it was almost dark out. They rushed to put the bed together in less than 10 minutes and left trash at the end of the driveway. I came home and in the pouring rain we had to clean up the mess outside.

If that wasn't bad enough, my husband looks over the bed and says it has a nick out of it which wasnt noticeable originally. We complained to Rooms unlimited immediately. They sent out an inspector who fixed this problem. However, after closer insepction we realized that the finish wasn't on the rail board on one side and looking at the footboard of the bed, there were nail heads showing under the wood. One of these broke through.

In addition the leather was not laying flat on the headboard and had puckered. We spent almost 2,000 on this bed only to have Tracey tell my husband "Well if you wanted perfection you shouldnt have purchased wood". She also stated that the leather was industry standard. My husband was furious, he told her come and get the bed we dont want it, she said we cant take it back. He said then give me a discount and fix the problems and I will keep it and she said we dont give discounts.

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