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Dana of Mansfield, TX April 2, 2009
Dana of Mansfield TX (04/02/09)
My purchase was for 978.52 cash with a delivery date of 03/24/2009. As of April 1, 2009 my 2yr old does not have his new bedroom collection from rooms to go in Arlington, Texas. I was given [number] for the store and [number] for the delivery service call. Yet, rooms to go has fail to deliver its product to my residence.
The stress from making calls to the store is terrible. I have not been offerred a new mattress to make up for delays nor had my money returned. I was advised the new date is April 5, 2009; however, I don't expect to be satisfied as a customer. I spoke to a manager and still have not been satisfied. Forget about the fact a new master bedroom set is on my wish list as a 10th anniversary gift to my spouse.
Michelle of Lexington, SC February 9, 2009
Michelle of Lexington SC (02/09/09)
I purchased a full bedroom suit, dining room set, and living 4 living room tables at one time from RTG. These items were supposed to be delivered at 0800 hours and several phone calls and an entire day of sitting at home waiting finally ended when the delivery men arrived more than 12 hours later. They explained that they had several problems and several unhappy customers that detailing why they were late. Understanding that they were not at fault I did not take it out on them. I was tolod by the salesperson at the time of purchase that if we did not pay the delivery fee and have their people bring the merchandise to me that the company would not be responsible for damages found when it was unpacked, but that if it was delivered then the were to accept it with any damage notations on the delivery slip we signed. We found that the corner of the wooden headboard had attempted repair damage and one the nightstands had a damaged/broken leg. The delivery men also said that they would send a repair tech out and determine if it could be fixed, but in their professional opinion that they would probably have to replace both. Being that it was almost 2300 hours by this time I did not clean the table of the packaging dust and fibers until after they left. At this time I discovered their were numerous scratched on the supposed tempered dining room table glass. We called the customer service number to report this and the things noted on the delivery slip and to lodge an official complaint about the very late delivery. It is now about 3 years later and we have yet to see a repair tech or get any phone calls returned on all of this furniture that we are still making payments on.
If we miss a payment they will default and penalize us for not keeping up with our end of the agreement, yet they have done nothing that they promised. This furniture is usable, but does not meet the quality of what we are paying for (few thousand dollars) or what our home consists of. We are however stuck with it no matter how unsightly because by accepting it as we were instructed by RTG we now own it and are liable for payments. Byer Beware of Rooms To Go. Looks great on the show room floor, but it is not the same as what you will recieve. Kelly of Kyle, TX January 13, 2009
Kelly of Kyle TX (01/13/09)
Worst delivery experience EVER! I receive call at 9am today, delivery guy at my house...tell him I'm on my way, he says I can't wait. I tell him I live in Kyle, work in Austin it will take 25-30min to get there. He say's no, can't wait. Call RTG Cust serv they call driver tell him to head back to my house and I'll be there in 30min. Get there in 30 min and wait 15 min-no show. Call Cust serv again, they tell me he's on his way. I wait 15 min he shows, tell him to set up dining furn in garage- I have dogs inside. He knocks at door in 5 min. to sign all furn is in boxes- he leaves.
My [phone] is ringing and I am trying to leave-driver comes back tells me to answer my phone? I answer it tell RTG CS that they just dropped off the furn in boxes - NO ASSEMBLY and I'd like a credit since I've paid for assembley/delivery -she says no, if driver left we can't. I tell her he's in front of my house telling me to answer my phone. Ask for supervisor - she says they will tell you the same thing. REALLY?
Told her to credit my acct and take the furniture back, if this is how I am going to be treated there's no reason for me to keep the furn. She said she can't but would call the store. If not resolved sending e-mail to BBB and local media. I almost 2 hours of work to have furniture delivered ASSEMBLED. Now, I have to do everything myself and I've already paid this company to assemble. Jennifer of Cedar Park, TX January 7, 2009
Jennifer of Cedar Park TX (01/07/09)
Original sale went okay because we knew exactly what we wanted. However, there were numerous attempts to up-sell us even though we had a fussy 1-yr old with us. I asked the salesperson about price adjustments for specials occurring in the future and he said we had 60-days to request an adjustment. The delivery was split into two parts and the conditions at that time were acceptable. Subsequently, a 100 special for purchases over 1,000 as offered and I requested an adjustment for our 1,800 purchase. Being nice got us nowhere so we ended up getting angry over a 20-minute phone call to get them to do what they said they would in the first place.
Additionally, our 4 hour delivery window was missed. They arrived 45 minutes late (7:45pm) and complained of being over-booked. The lead person was rude and didn't even go through the manifest before carrying stuff in. The left trash in my yard and driveway, a piece propped up against the garage that nearly got ran over, knicks in my walls, and pieces of furniture scatterd throughout my loft and kid's bedroomn. They said the chest was damaged therefore they could not assemble the bunk unit (I did not see the chest at all). I was left with hazardous pieces propped here and there and dirt/stains on our carpet.
They said we would see them in a few days. Luckily I called the following business day and discovered nothing had been scheduled. They said they would call back. They did not call back so I did 1 day later. The 2nd delivery was scheduled nearly 2 weeks later (we had to get in the back of the line again). I tried to get the piece myself and assemble myself, but they said I'd have to drive 3 1/2 hours to get it.
I've had to do wall touch-ups, litter clean-ups, move furniture (in from outside and out of my children's way for safety reasons), and carpet cleaning. Our last R2G Kids purchase was made on-site and went okay, but after this recent experience, we will neveer give them our business again. David of Wake Forest, NC December 27, 2008
David of Wake Forest NC (12/27/08)
Purchased one of the most expensive bedroom sets at the store, grand total, 3100.00. First off, sales person was very nice. That is all the good I can say of the experience. Now the bad: 1st delivery: Headboard, which is essential in the bed construction, was damaged before delivery, thus never loaded on the truck. We were told this the night before delivery via a phone call from warehouse. Was told we would have to wait another week until Rooms to Go would make another delivery. i explained that our 2 year old son had no other bed as we sold his crib already in anticipation of delivery. Was told there was nothing that could be done.
When truck arrived next day, over half the other pieces were damaged. 1. Computer desk-hutch, cracked and split wood, cork board had multiple chips, and the screws that were used in construction of the furniture were screwed in at incorrect angles, so they pierced through the side of the wood. 2 Dresser: cracked side, multiple chips in the wood, two - 3 inch long scratches. 3. Footboard: Cracked wood, chips in finish. 4. Nightstand: 4 inch long scratch on side.
Called Store, spoke with manager on duty the day of 12/20/2008. Was reluctant to give name, was VERY rude and discourteous. Said there was nothing she could do, we would have to take it up with the warehouse and customer service. Customer service scheduled another delivery day (1 week later). Second delivery attempt: This time the delivery guys showed up in a Hertz moving truck. I informed them of the replacement pieces for confirmation that they were on the truck. His response was that we owed a balance of over 1000.00---I informed him that was incorrect as we paid in full. So he never confirmed the furniture on the truck, he just went back out and started cutting open boxes. I informed him that there was a night stand in the house that he needed to take with them after they brought in the replacement - he said he would not take it because it was not on the list and not on the truck. he said take it up with...customer service.
As I inspected the furniture that they were literally dropping from the truck, I noticed that again, the headboard was damaged and had to again refuse delivery. Since it is nit RTG policy to leave the furniture until a new piece is delivered, my 2 year old now has to sleep another week on the floor on an air mattress, in our room as his room is littered with partially put together furniture. We called customer service abut the headboard and the night stand...their response is that the night stand is coming in a second delivery, now from 1-4pm. Our entire Saturday now has to be spent waiting for furniture as the second attempt was a morning delivery, and the night stand (3rd delivery) is an evening slot on the same day. Head board will be delivered a week later...The saga continues.....
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