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

FRANCES of OCALA, FL May 19, 2009

I have always paid my bill on time and more than the minimun .Also I have been a customer for 5 or 6 years. It seems I didn't get my April bill, so besides getting a late charge they put all the interest on my balances. I have a good record with them but I guess that doesn't count. And I never got my bill for APRIL

Linda of Knoxville, TN May 18, 2009

Ordered mattresses from the website and not the store. Have had mattresses for 2 months now and they are not comfortable, they are higher in the middle than on the sides and don't sleep comfortable. When I called customer service to ask if I can reselect was told that it has to be a manufacture defect in order for them to allow me to pick new mattresses and that if the tech's measurement isn't a certain depth that I will just be basically out of luck and stuck with them.

When asked to speak to a manager he told me basically the same thing, when I asked about customer satisfaction, I am the customer and obviously not satisfied, he said that they don't have a comfort guarantee. I suggest that if anyone is going to buy mattresses from Rooms to Go that they go to the store, the store has more options to help a customer that is not satisfied with their purchase. I feel that for 1400.00 I should be allowed to sleep comfortably and not be miserable every night I go to bed. I asked for corporates number and he informed me that he was corporate so once again, I fear that I may be stuck with mattresses that I can't even sleep on.

Heather of Jacksonville, FL May 7, 2009

I went to rooms to go to purchase a wall unit called LAMONT. I went on 5/6/09 I spoke to a sales associate and told him I wanted to think it over and I would bring my sister back to see it. The sales associate then gave me a "personal invitation" to come saturday and receive a 12% friends and family discount. So on saturaday as promised I returned to purchase. I gave the associate my ROOMS TO GO credit card to be informed that they have switched finance companies and I need to reapply. So I did and was denied. So I told him I would be back to pay cash for the wall unit on my day off. So today 5/7/09 my day off I returned and the same associate helped me as he went to ring up my purchase he stated that I was no longer entitled to the quoted price saying he couldnt find it in the system....However there was another quote for someone else for the same day...hmmmmm

Basically he forgot to put my quote in so now its my loss. He spoke to the manager and she stated that there was nothing else she could do and that her hands were tied. So when I figured it out the dicsocunt is only 127.00 but its the principal...Did i forget to mention I just purchased and entire bedroom suit from them about 3 months ago...were the loyalty????? I will never purchase from there again ands trust that I will spread the word around and around and around.

Denise of Pearland, TX May 6, 2009

Rooms to Go has terrible customer service. I bought 7000 worth of livingroom furniture two months ago and after taking several days off from work for appointments still do not have my order correct. The friendswood store has horrible customer service so I took my business to the houston store, sales person was very nice, but they delivered the wrong chair, delivered damaged lamps twice, 3 appointments to get my entertainment center put together and they never have the correct hardware so my 1000 entertainment center is still not put together after 2 months, purchased two vases from the store and they damaged them putting them in my vehicle so they re oredered them and the second time they scratched them also, so three trips to the store (1 hour away) and they finally got them in the vehicle with out damaging them.

They send several delivery guys who as soon as they come in the house, they ask for water - for 5 men, before they even start unloading (twice), they asked for measuring tape, step stool, didnt bring any tools with them. They canceled my last service appointment without calling me, after I took the day off from work to wait for them. Beware!!!!

Tim of Miami, FL April 25, 2009

I wrote a letter last week about a frustrating experience that I had with Rooms To Go. Since then, I have been contacted by them and they have completely fixed the problem. I have completely changed my mind about them and I appreciate what they did. I sent in all the evidence of the situation and they reversed their decision based on the evidence. I believe you should fight for something when you feel you are right and I also feel that you should speak up for things when they are done the right way. Rooms To Go did the right thing and I commend them for it. A broken bed was replaced when they saw that it was a defect in the construction of the bed.

Ron of Georgetown, TX April 23, 2009

When we bought 10,000.00 worth of furniture in May 2008 the sale person lied to us. We have a problem with our dining room table and the only thing Rooms To Go does is send "service techs" to our house over and over again and we still have not fixed the problem. Rooms To Go are totally incompetant. Their management and service people are a joke. They do not understand or respect their customer's time and frustrations. They should be out of business.

K. of Houston, TX April 18, 2009

K. of Houston TX (04/18/09)
Worst customer service from management personell I have ever come across in my lifetime. I purchased a sleeper sofa, loveseat, chaise lounge and cocktail table from them. I am still considering cancelling my order altogether because of the way I was treated. The sales person was helpful, but seemed new and like he didnt know what he was doing. Everything he entered into the computer was wrong and I constantly had to correct him. I agreed to the extra fabric protection and the extra spray. The downpayment requested was outrageous for the amount financed.

I paid half of it but had to come back the next day to pay other half. The manager was rude and arrogant and made it clear that he could care less if I bought the furniture or not and cancelling the order was no big deal for him. But I would have to wait weeks to get my money back! I had to return the next day to pay second half of downpmt because it was more than my bank allows to be withdrawn at one time. Even though I was told I was approved for financing none of the paper work was ready when I returned. The girl at the window (who looked as though shed just gotten out of bed) had the order confused thinking I was doing a layaway and was trying to send me on my way after taking my money and then argued with me about it.

When I was about to cancel my order the sales man came up and informed her it was finaced and then she started on the paperwork, again. She asked for more money for app fee. Which I gave to her. Then waited an hour while managers walked pass me 20 times never asking why I was waiting so long. Finally the girl said to me that her fax never went through so she refaxed it. About another hour later we finally finalized the paper work. Only to be told my furniture would not be delivered for a week. When I got home I realized the order was wrong, it had the wrong pieces of furniture on it. I was told I had to come back up there to fix it. And that I had to pay an upgrade fee. Even though it was their error. I asked to have it added to my balance. They refused.

The manager was called over and again he was arrogant and rude. I said they made the mistake. I have already paid 4 separate times and asked to just ad the extra 30 dollar fee to my balance he said NO, I could either pay it now, or take the screwed up order for the wrong chair or CANCEL my order. He was willing to lose 2000 over 30 dollars! I went ahead and paid it thinking that if I cancelled they would for sure screw that up and I would never get my money back. I never got the spray when I left for the fabric so now I have to deal with them again to try and get it. I am almost certain when the furniture is delivered it will be incorrect, if so I will refuse the order and cancel it altogether. I may do so anyway.

we'll see if there are any finanial losses soon.

Courtney of Friendswood, TX April 2, 2009

Courtney of Friendswood TX (04/02/09)
First of all this store has the worst customer service in the WORLD. You walk in the door and no one wants to help you. If someone does come up to you, they say Yes ma'am, i'll be right back to help you ...and never come back. I should have just left the stupid store and not spent a cent. However, I fell in love with a bed and jsut had to have it. (I searched other stores and no one had it) I finally got Dalila M. to help me, she seemed nice enough, but aparently she is incompatent and can't do her job. She gave me a quote with all the correct informaton, and then we made a Delivery Sheet and it was not the same as the quote.

I asked Dalila about the inconsistancies, and she said not to worry that the bedroom set was going to be delivered in the Ash. WRONG, it was delivered in the Carmel color. So we naturally refused the set, then I called the store and talked to Max Arredondo (the store manager) he said he would look into the situation and get back to me wihtin two hours. two hours came and went and I got no call, so I called back and he was out of the office, so I went down to the store. He was there and told me there was nothing he could do untill the next morning because I refused the bed, but had I kept the bed they could handle the situation right then. He then said that he would call me the next morning and we would get this fixed.

I called customer service, they told me the bed was discontinued and I had to deal dirrectly with the store. Well the next morning rolled along and I didn't get a phone call, so I waited untill two in the afternoon, and then I calledthe store. Mas was off that afternoon, I asked who was dealing with my account, and Stephany (the assistant to the Manager) said that no one would be working on it until Max returned the next day. I said bullshit, and I wanted to talk to Tony B. (the store manager). it's been three days and four messages later and I am still waitig to hear from Tony. I have talked to three customerservice representatives (Chad, Trent, and Patty) they have been the only people to help me, adn the only people to maintain the same story.

This store is the WORST furnature store in the entire WORLD. I do not reccomend this store to anyone, unless of course you have the time to sit around and wait for the Managers to do something... and then argue with them. The managers do not care, and they do not want to help you with anything. I have gone above the store with the help of customerservice and emails, and I have talked to the Regional and District Managers, and I am getting the bed I fell in love with. Save yourself the trouble. don't eneter the doors and if you have to talk to some body avoid the managers and go to customer service, they will get you in touch with the people that actually care.

Its been three weeks and I am still bed-less. I get the bedroom set on April 8th, then I will know if there is any damage  but if there is damage I will get a FULL refund.

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