Rooms to Go Reviews

The salesperson claimed that the gift card was $400 and it was for the TV. It was false advertisement and I will never ever purchase anything from them. I will report this incident further. I purchased the mattresses and have no TV.

Mind you, from the initial purchase, I have been on them to fix or replace the furniture. It is now six months into the warranty. RTG's first answer was to take the couch after the parts came in 8-9 days then 4-6 weeks if it was an American manufacturer. Now I'm being told 90 more days because (shocked) it's not made in the USA. Don't buy anything from these people. I've also reported them to the local news, who to my surprise has had dozens in the last months.

Well, we made the purchase, it was a platform type bed the salesman sold us a boxspring and mattress along with the suit. When my husband took off of work to meet them (a 70 mile drive) the delivery boy told him that type of bed couldn't use a boxprings or it would be 6 ft. off of the ground. He said, we needed what they called a bunkie board. So the boxsprings along with a "busted" nightstand goes back to the store. My husband called and left a message for our salesman about this. He was to return his call. Never happened! In the mean time at night, we are rolling to the middle of the bed umm?

Finally, after days of calling and being put off and running our minutes off the phone. He got in touch with a different salesman, he scheduled another delivery date. I took off to meet them this time. As I was getting ready to pull into my driveway, the driver proceeded to back over the other night stand he was bringing. They came in the house, I asked about the nightstand, he said no it was an empty box. They brought in a twin bunkie board and tried to get me to keep it. That night when my husband got home, he looked under the mattress guess what there was no center support that's why we kept rolling to the middle. He called again for day's and finally spoke to a manager whom "seemed to be concerned" Ha! My husband after all that time had to go pick up the center support himself.

When he got it home, it was wrong and after inspection the slats half the screws weren't in the bed. More calls about the support and the busted night stand. He just finally told them they would have to meet us on our time as we had both lost work and gas and money calling on our cells long distance. They agreed, a few days later they called my husband 70 miles from home at work and said were here with your stuff! Well, he said turn around and take it back, we can't get there. This wasn't the deal.

More calls can you believe it? We finally had to drive to the store to pick up the other night stand 50 miles from our house for the third one. Now tell me what's wrong with this picture. My husband spoke to the manager about the nightmare we had put up with for a month. He told him he would give us $100.00 off of our purchase. Wasn't that sweet? Considering we did not have our entire purchase for over 30 days, we made two trips to the store to pick up our stuff that they pay drivers to do, many many phone calls, 2 day's off of work, gas out the ying yang.

Oh and the boxprings and bunkie boards we didn't even need have yet to be credited to our account! What a nightmare! What a joke for a store! Pressed wood, not knowledgaeable employees, uncaring employees just plain rude! They made their money off of us, they didn't care if we were happy or not bottom line!

It was quite impressive the way he dismissed us. How different we would have felt if only he would have said, "I'm sorry, due to this purchase being an exchange, it will need the store manager's approval. Manners go along way. The regional office managers name is Alan.

I called back Thursday morning, I was told to call back later. I called back Friday morning and was told there was a problem with the SKU and customer service would work it out with the store then call me on Monday to reschedule the delivery. customer service called back on Monday about 10AM and informed me that I would not receive my final piece until 6/1/10, this is February! When I inquired about the whereabouts of the original piece brought to my house, they told me they didn't know what happened to it, it might have been sent to another customer. Cinnamon, with customer service, said she was checking with her supervisor to try to locate another trundle panel. In the meantime, I called the store and spoke with the Office Manager Brandy. I explained the situation, she said she would look into it and call me back that day. The call never came that Monday.

Tuesday morning, I called Brandy. She said that she was still waiting to hear back from "the buyer" and would have somebody call me by 5:00 that day. At 1:00, the store manager Judy called me to tell me that there is not a single trundle panel in the whole country they can send to me and the best they can do is set up a delivery for June 1, 2010, which they will not call me to confirm delivery unless they find a panel before then. This hardly seems reasonable considering it was here a week ago and June 1st is 3 months away. Additionally, I caught my foot on the trundle frame when putting my daughter to sleep and ripped a hole in my sock trying to free myself!

Obviously, this poses a safety issue around my little kids. I asked about other options, Judy said she would refund the money for the trundle panel, but then I'm still left with a hazardous exposed frame. Judy mentioned that once my final piece arrived, they would discuss crediting 1/2 of the $50 delivery charge back to me to make me happy. The back of the RTG brochure states a "Prompt Service. Satisfaction Guarantee" pitch. Where is the satisfaction here?

When we asked if it was tested before leaving the warehouse, the delivery person said no. They only take the original packing material off so it can be stain treated and then wrap it in moving blankets and load it on the truck. He said we could call customer service and arrange for another one to be delivered or a service tech to come out. We tried calling while the driver was there only to find out customer service closes on Saturday at 3:30 our time, which is 4:30 Eastern Florida time. We then called the store where we did the transaction and talked to the store manager about the situation. He told us the units were tested before being delivered.

Now who do you believe, the driver who works at the warehouse or the store manager trying to appease an angry customer? The store manager was to call customer service on Monday and then call us with a resolution for the situation. As of noon our time on Monday I still have not heard from the store manager. Later Saturday evening we tried pressing the controls several times to see if the unit would work and it did briefly.

It is now in the recline position and is totally unusable unless you crawl over the center console or arm rest to sit in a reclined position on that side. We called customer service only to be told the earliest a replacement or service tech could come out was March 2, 2010. We were told once the unit was delivered it could not be returned, only replaced or repaired. We were inconvenienced for the entire day of Saturday waiting on the delivery. We now have a power love seat that is stuck in the reclined position on one side and the unit is totally unusable. This is also going to require taking time off work to be there for the replacement to be delivered. We were also told that once the unit was delivered to our home, there was no returning it.

Of course, based on the sorry excuse of merchandise that they are trying to pass off as furniture, if they did bother to honor all of the warranties they would surely go out of business from having to repair it all. Oh, and let's not forget that on the side of the loveseat the staples that are holding the cardboard side together came out, which I found out when my child almost ate one. Plus, the fabric looked like ** as soon as we started actually sitting on the furniture and started pulling away from the padding. And god knows what is actually being used for that. I'm afraid to look.

Then there is the lovely coffee table I also have from Rooms To Go. There is a weight under it so the top can fold out. Oh wait, there was a weight under it until it just fell off one day and left sharp exposed screws up in the air for my one-year old to find. Please do not purchase Rooms To Go furniture if you have small children. It is obviously a hazard as it will fall apart on them. And last but not least, my lovely dining room chairs (also from RTG) are supposed to be microfiber, but instead have turned into sharp metal edges along the steel plate that is holding the back up and now makes dinner an exercise in seeing who can escape with the least amount of cuts on their arms, heads (children), or whatever else body part may come into contact with it.

I can honestly say that I would be embarrassed to work at this company or have any sort of representation with it. I don't know how the president of this company can sleep at night knowing the cheap ** they are selling innocent people and then scamming them out of warranties when needed. As far as I'm concerned, they are nothing more than crooks who have found a way to get away with it.

We need to all do ourselves a favor and go back to buying quality furniture, even if you do have to pay a little more for it. I for one will be probably buying a whole new house of furniture and it will not come from Rooms To Go. I think they must have named it that because they know the rooms will go in a hurry--to the garbage where they belong. Physical damage, which resulted to countless cut arms and hands from the dining room chairs. Too many other close calls to count from the rest of this ** that is falling apart.

As result of this false advertising, I have had stress as well as I made sure someone was available to receive the TV that week. I would like to seek damages totaling the amount of my purchase $2494.74 and $1000.for lost time and stress in this matter. Thank you.

I called today 2/9 and they tell me that they have no idea and Best Buy says that they don't even have me in the system. I was just told by a Rooms To Go customer service manager (Andy) that the 14 days starts after they send my paperwork to Best Buy which was just yesterday. I am very disappointed and will never buy furniture from them again.

After 2-1/2 weeks, they sent a tech supervisor to come and evaluate the table and to fix it if possible. Mr. Abel ** was here for close to 4 hours. He stated the table was unstable and had a manufacturing defect. He tried to fix the table by hammering two 2x4's into the hollow base. After finishing this, he leaned on the table and it cracked at the base again. We were told by him not to use the table because it was unstable. We asked what we were supposed to do now. He stated he would submit all the pictures he took along with his report stating the table was not stable and corporate would be in contact with us in 5 business days. We waited.

Finally, we called them on February 3rd, 2010 and we’re told the only thing they could do is a reselection, and that had to be done in 30 days or we lose our money. My husband and I went to "Rooms To Go" on February 4th, 2010, trying to find another table that would match the chairs that came with the round table. We found a square gathering height table, and while they were demonstrating the butterfly leaf, a leg broke almost off. They have nothing in the color scheme that I want nor do I want to settle for something else. We are at our wits end as to what else to do. We saved for a long time to be able to purchase a new table. It was a lot of money to us. Had this incident happened when our grand children were here at Christmas, one or more of them could have ended up with broken bones. All I want now is my money back.

At this point, we were sold. I continued to ask him if this was a guarantee and Keith said yes but we would have to get the 3-year warranty. Keith then said it would be for the lifetime of the warranty if anything happened to the furniture, we would have the same replacement service. I called Rooms To Go customer service on Thursday 01/28/2010 and spoke with a Tyler person. Tyler informed me a rep would be calling me on Saturday about a time frame on Monday. I never received the call, so I called on Sunday and the customer service dept was closed. I then called the store directly but no one ever answered the phone. On Monday, 02/01/2010, I called customer service. I explained to the rep my situation,

I spoke to the supervisor of Tyler who informed me she would talk to him about the way he handled the call. The supervisor then told me she would call the store and have the manager give me a call about Keith and his sales practices. I never received the phone call. I called back this morning, talked to a customer service rep who is also an assistant supervisor and she informed me of a tech coming to my home between the hours of 2 and 6. I explained to her had Rooms To Go never called me to confirm that time frame. I explained to her I would not be home during those hours. Being lied to just to make a sale is not where I wanted my money to go, especially when the quality is not worth the the money I spent. I had been without furniture for 3 years. I have photos of every place I've lived to show how I had to use lawn furniture.

Upon my arrival at home, my mother in law informed me that the sofa was not aligning properly and was defective so the driver was going to have someone contact me in 15 minutes to deliver a new one. 2 hours later, I was not contacted so I called the customer service line. For lack of getting into long detail, I experienced poor customer service and what seemed to be inexperienced people who were not able to rectify the problem.

I was told that the department to handle this situation was closed and I would have to wait until Monday. Of course Monday came and no one called, as I was promised they would, so I called to arrange new delivery. Again asked for a one hour notice and again was called 15 minutes prior. The second sofa was also damaged: the two pieces were not aligning and the chaise lounge was ripped on the bottom with the stuffing coming out. Again was promised someone would call and again no one called.

I called the customer service line and reached someone even worse than the person I spoke with before. In fact, this person told me that at 6 pm (in 3 minutes) the phone was going to disconnect, so I needed to finish my conversation. She told me that a supervisor would call me the next day. I decided to contact the store directly and someone there assured me that they were going to speak to the store manager and the store rep and have someone call me the next day. Well, today is the next day and I have yet to hear from anyone at 5:30 pm.

I am so disgusted with the service provided by this company and at this point am going to return my sectional, get refunded back for the other items I have on hold and purchase a new couch and the rest of my furniture some where else. This is highly unacceptable. I would strongly encourage Rooms To Go to provide an extensive training to their employed on how to provide effective customer service. This has caused me to leave my job early two times and inconvenience the health care needs of the patients that I provide service to.

I called Customer Service and reported the damage and late delivery. A replacement table was scheduled for a week later, not two days later. And when I asked for a refund of the delivery charges to compensate me for waiting on them, I was told no, the delivery was made. I then complained to the employee that sold the items and he said that the district store representative would call me and assured me I would be satisfied. Well, when she called I was basically told the same thing as the Customer Service representative had told me. It is my understanding that the delivery services are provided by a company that RTG has contracted with. Obviously, neither of them thinks the customer deserves anything that resembles respect and reasonable treatment. And, yes, I was lied to by several different people in or associated with RTG. Take your business elsewhere!

The overdraft fees aren't that much money, I understand. What upset me is that they didn't honor what we agreed on. I spoke with the manager thinking this was going to be a professional conversation and I was totally wrong, this was a very unpleasant one. The manager was very rude and we asked him to refund our money and he didn't want to. He mentioned that after 48 hours he couldn't refund the money. Behind the receipt it states that you can get your 100% refund within 48 hours after that you can only get 80%. Guess what? He wouldn't refund the 80% either. I was very upset, they don't honor what they say and they don't accept their errors.

As a manager I would just apologize and refund the overdraft fees of $70 and maintain a happy customer. But they didn't want to accept their error and he was just talking of how it was against the law writing a check with no funds. Fortunately I had funds, this is the reason it was paid so no I didn't break the law! But I was waiting for my 401k check to reflect in my account, this is the reason I asked to hold it and they gladly accepted.

The manager was the only one raising his voice saying that they don't hold and that what I'm saying is a lie! Again she never stood up to apologize, she was hiding behind the desk!

They don't care about customers. Rooms to Go has poor Customer Service, all they care about is making money and once they make a sale, they don't care about the customer anymore. I have the right to get at least my 80% refund. As an unsatisfied customer they don't deserve to keep my money that I work very hard to obtain. My advice to others is to go to another furniture store that have better customer service and love keeping their customers happy.

Finally, 5 days later, a service rep came out to look at the piece. He apparently determined that it was not due to a manufacturing defect. I want to know how he is qualified to determine this when the boards are clearly splitting down the middle. I also purchased an extended service contract, because I was told at the time of purchase it would cover everything, even if my son damaged the bed. This is clearly not the case.

Rooms to Go is just cheap and refuses to work with customers. They have in my mind unqualified "service reps" who determine this for them. It does not take a rocket scientist to figure out that the boards' splitting is due to a defect in the wood. I will never recommend nor purchase anything from any of their stores.

I am so disappointed. I took a long time to pick out the set and thought it would last me a long time. I now know I was mistaken. I have a technician coming out tomorrow to look at it. But judging by the other complaints, I may be wasting my time. I just want them to take it back and I will pick out something better made, even if I have to pay more. However, I spent $3000, I don't know what I would have to spend there to get quality!

We finally found something on the showroom floor that looked like it was good quality. We ordered the dining room set and entertainment set total cast $3500.00. Both my Fiance and I took the day off from work so that we could both be there when our beautiful new furniture arrived. The drivers came on time brought the furniture in and started to unwrap.

It was my Fiance and sat and watched these two jokers take the furniture out of the packing a handle fell off of the entertainment center a leg broke off same piece. The gentlemen put the piece together nothing lined up so the entire piece is lop sided not to mention the Glass shelf inserts had paint marks in the glass (unclean-able) I didn't even mention all the chips and dents that were filled in and not sanded looks like junk. Ok let’s go to the dining room set. The china cabinet has dents and chips the mirrors in the cabinet have over spray all over them (came off with acetone) should not have to clean a $1400.00 piece of furniture with acetone!

So we called our sales person told her how ** and cheap this furniture was and that it looked nothing like the furniture we saw in the showroom. Of course we got the same answer everyone else did they will replace whatever we are not happy with. Ok so we cleaned up the china cabinet looks ok just ok. But we still have a crooked entertainment center that we are sending back.

Made the appointment for deliver wasted an entire Saturday the drivers uncover the furniture and it is destroyed broken handle, would all dented in because someone doesn’t know how to wrap and deliver furniture properly. So we sent the piece back. Called RTG oh they apologized and someone who doesn’t speak any English offered us a $25.00 rooms to go gift certificate for all our trouble. Ok that just put fuel on the fire. Not only do we not want their gift certificate to spend in there store we will never buy anything at rooms to go again! We are giving the one more chance 3rd time to get the piece here without damage if they can’t complete this simple task we will send all of the furniture back! Again we will never shop at rooms to go again! And there sales are bogus.

I have purchased from Rooms to Go before but this will be the last time. I am now paying almost $100.00 for delivery and I am the one inconvenienced with nothing to sit on. Seems they should refund that amount at least. Also, I did e-mail them and I got a lovely response that stated sorry for the inconvenience but the next date they have drivers in the area would be the following Wednesday. They are liars! I was told by the drivers they are here daily and when I picked my date for delivery, I was offered other days.

It's about a month, so I figured they will match it. But they said they don't honor coupons for previous purchases. I asked them then how they're gonna match price as they promised. I talked with the store manager and customer service, but I got the same answer from everybody that they don't honor the coupons for previous purchases. So I told them that previous customers are not customers anymore. They didn't had any answer for that. If I had purchased that sectional 3-4 weeks late, I would've saved $250. But I thought I was safe, because of their price match promise.

When I returned inside, the sales lady told me she was holding my husband hostage because of me taking the pillows. In the presence of her own manager, Chuck **, I was asked how many pillows I took. I told them 4. Then the manager said to me that they wouldn't have normally come with the set, but since he told me they were included in our deal, that he was going to pretend he didn't see it. My husband then drives the van to the pick up area. Then out comes Chuck, goes into my van and takes back 2 of the 4 pillows, then accuses me of stealing them.

Now he claims they were not included. Of course, I was outraged and completely offended by such an accusation. Yet we even offered to pay for them right then and there. Chuck just walked away with them anyway. So I then told them to take all the furniture back! In the last couple of years, I have spent over $8,000 on Rooms To Go furniture. I certainly did not need to steal a pillow. It only took them a few seconds to take my money from my account when I paid for them with my debit card, but now I have to wait up to 21 days to get it back.

So she told me my delivery date was 12/29. Reasonable, I guess. Now my furniture arrived around 2 pm on the 29th. I was out running errands but my fiancé was there to greet them. Then I get a call on my cell phone from my fiancé stating that the deliverers are unable to fit the steps in the bedroom and I would need to downgrade to the ladder bunk bed. I was disappointed, but I got on the phone and called Rooms To Go. Now I assumed that the deliverers already contacted the main office to let them know of the situation, but they had no clue. They said I needed to call the office I ordered it from.

So I called and told them that I needed to downgrade. I spoke with the manager Percell. He told me that I could go to the Rooms to Go near me to do a whole new order and they needed to fax it over to his store. I went to the store near me and worked with a very nice salesman named Ted. He did the reorder but the new bedroom set was $350.00 less than the one I had. I asked Ted how I will get the difference of my money back and he said that the bedroom suit would have to be delivered and once all the unneeded pieces were delivered back to the warehouse I should receive the difference in 7-10 business days in the form of a check since that is what I paid with. Ok Ted, fax the sheet over to Percell.

I called the next evening to ensure Percell, instead I got Angela and she had no clue to what was going on. I had to explain my whole story to her, she finally located the fax, and she stated to me that I also could no longer get the desk attachment since I had to change the bunk bed set. Ok so this was another item I could no longer get, so I asked Angela what was the total for the difference they owed me. She told me that they didn’t owe me anything since there was no refund if the furniture is delivered. But in actually the furniture is not delivered because I had to order the right set, and it was their choice to leave what they left behind in my kid’s room.

I told Angela Ted at the other store ensured me I would receive the difference once everything was straightened out. She said that he didn’t know what he was talking about and the salesman I spoke to said he had been with Rooms to Go for over 3 years during small talk. I accepted what she said to avoid argument. I did some research on my own and there are thousands of consumers with the same issues. I am surprised Rooms to Go is still in business--consumer affairs needs to do something about this. I want the difference they owe me. I am a single mother and I need every dime of my money. Please help. This is causing me to be out of money for a product I do not even have. A single mother. Help.

I purchased the fabric protection with my set. I went in the store the other day realizing the warranty was up but trying to see it the fabric protection would cover the fabric stretching. When I bought the fabric protection, I was told that it would cover anything that happens to the fabric. When I talked to the sales rep in the store, the first question he asked was if I had the fabric protection. I told him yes. He said that's all he needed to know. He told me that I could just pick out any set I wanted and it would be replaced. He then gave me the number to customer service so they could send someone out to check it.

When I called, they said there was nothing that could be done because my warranty was up and the fabric protection did not cover this. I told her what the sales rep had said but there was nothing that could be done. I also talked to someone in the office at the store. She said the manager said there was nothing that could be done. They all said the same thing. I have another set on layaway and I asked if I could get my money back for this set. I would only get 80 percent of what I have paid and I could only get a store credit for it, no cash back (this set cost $2,259.96). Why should I be penalized for the lack of quality of their merchandise? I'm afraid I will be screwed twice if I purchase the second set or any other furniture from them. I could be out about $4,823.13.

Same story. The tech was out, looked at it but it couldn't be fixed; it had to be replaced. Here it is again, Dec. 2009, it ripped again. The tech will be out this week. I will waste my time waiting for the third time for the tech to come out. I will be told the same story and it can't be fixed. We'll have another one out. All I want is my money back. I was told they don't allow that. This company has a long history of these type of complaints. I wish I would have seen these complaints before spending thousands of dollars for the sectional we purchased which by no means is worth it. I would like to be called if any attorney would like to initiate a worldwide lawsuit against this company.

When I called the store to complain, they said they would have to have a serviceman come out and review whether the mattress was indeed defective. The serviceman agreed that the mattress was bad and said that I would hear from the store for a replacement. It took 5 days to hear back from the store and they agreed to replace the mattress. That was a month ago. We scheduled a delivery date and they brought it a day early. Because we had a child's Christmas party to attend, we were unable to accept the delivery. We have been having a horrible time rescheduling the delivery.

When I said that I was sick of waiting for a new mattress and that I wanted them to remove the mattress from my bill and from my home because of a bad back that needed a reliable mattress, they told me I had to accept a new mattress or come and pick out a better mattress at a higher price, but they would not accept a return. We have been dealing with the regional manager, Jerry **, for 2 weeks and still have no new mattress and he will not return my calls. We have been told it could take another month to receive a new mattress or we could come in and pick out a more expensive mattress for earlier delivery. This sounds like a bait and switch to me. People aren't happy with the mattress they bought so they return to the showroom and buy a more expensive mattress.

I have left 4 messages with Mr. ** explaining that I am in constant pain because of this mattress and he still will not return my call. I can no longer sleep on this defective mattress and because they will not accept a return, I am stuck with a bad mattress until they decide to redeliver a new one even though the delivery mistake was theirs. I am so livid that I am considering legal action just to get out of this deal. I will never buy another piece of furniture from Rooms To Go and will disparage them every chance I get. I don't know if we will ever receive a new mattress.

No phone call followed regarding the mishap but on delivery day, they told me that I would need to fill out the paperwork again and resubmit. Upon completing this, it would take another two weeks to correct the errors initially made by the store location. When I spoke to the manager, they advised that it is in their process and there is nothing they can do. I advised to have the order cancelled as I did not want to wait another two weeks for mistake after mistake on their behalf. They tried to take a 20% restocking fee at this point in which I argued and eventually was told I would get a full refund in 10-15 days. About two weeks later, I called to follow up and was advised it was placed as an in-store credit and would need to contact the local place to have corrected. This happened two more times and on the third, I finally received a refund approximately 2 1/2 months later.

I filed two complaints through Rooms To Go customer service and still to this day have not received a phone call about my experience. I filed a complaint through the local store and was advised John ** was the store manager and that no contact information can be given out for him. I still have not received a call regarding this either. I have called multiple times and no one can accept responsibility or do they really care at all. The customer service line that takes you to the corporate center does not resolve anything and always redirects you to the local center. It took me over four phone calls just to get the manager's name from either the corporate customer service or the local store. This was the worst customer experience I have ever had to endure and would advise not to use this company for any reason.

On 12/23/09 Chad ** said the report he received was there was no problem with the sectional. It is my opinion that Rooms To Go has scammed us with poor quality furniture and do not honor their warranty. We just want our sectional repaired or replaced. Rooms To Go needs to either fix it or refund our money we have paid.

I told their customer service representative that I had no place to put the ottoman. It is a massive, leather coffee table ottoman. The delivery men left it leaning against a wall in my family room. I cannot even move it because it is too heavy. I then contacted the showroom where I purchased the furniture. I asked to speak to the store manager and I spoke to a **. I was told that he would do his best to have the ottoman picked up before January, but he could not make any promises. He then called me back and told me that the earliest the swap could be done would be on December 29. ** explained that this was the earliest date another delivery truck would be in my area.

I believe that customer satisfaction should always be paramount. Why should I be made to wait for the removal of an extremely ugly and massive piece of furniture from my home? I am not satisfied with how this matter has been resolved. I have paid in cash for furniture that was not delivered when promised.

I finally sent pictures to a supervisor named Andy and when he saw my ottoman, he definitely said that it needed to be replaced. The tech when he left my home said that he had to come back and finish my chair due to not having enough time in his day to complete his order for me. We had some friends come over and they noticed that my ottoman was crooked and my chair slanted. I was so embarrassed that I got mad and called in and told them that I would never recommend anyone to buy their **. On that following Monday, I had a lady call me from corporate and she told me that a chair would be delivered with my new ottoman. But I can honestly say, I will never buy anything from them again. Most of their customer service people are very rude and I actually told them that I never wanted their tech back in my home. They finally took care of everything, but just the fact that we bought a bunch of ** really upsets me.

Well, as it turns out after sleeping in the bed for about a month on my brand new "clearance sale" mattress, I noticed it was sagging in the middle. Hummm, I thought that was strange. I've only slept on this thing for a month. Of course, I immediately contacted the store and discovered they were "not responsible". "Sir," they said, "you will need to contact the manufacturer for warranty or defective items, we don't warranty clearance items". I didn't like this answer but after a few other phone calls was able to get a "RoomsToGo (RTG)" representative to send a technician out to confirm/deny my findings. The technician verified what I had reported and wrote the mattress up as "defective" and worthy of full replacement. He let me know that I should hear from the store within 48-72 hours about next steps.

I called the store on day three to check the status and after a small search was speaking with Ms. Wendy ** - Store Mgr (so I was told). We agreed after a few rounds of discussion, about whether or not I should stay with the original mattress or exchange it for equal value replacement. Ms. Wendy assured me that the mattress has a good history and that they had never replaced one before my transaction. Now, that we have the plan worked out to replace the "full warranty" mattress, I discovered that I must pay the 3rd party delivery service $50 to have it delivered and return the old one. What? I thought, you have got to be kidding me; this is a full warranty replacement, and I already paid $90 to have the items delivered the first time. Now, in fairness to them (which I don't think they deserve in this instance), they did tell me that I could avoid the charge by returning and picking up the new replacement myself. (Yippee, I feel so special to get this offer). Needless to say, I agreed to pay the $50 and mentioned that I would be filing a complaint to have the fee returned.

The saga continued when I attempted to contact someone regarding the extra fee for delivery on a "full-warranty" replacement. First, I was told to contact Customer Care who then transferred me to the Outlet Center. I spoke with my formerly known as "Eager Sales Associate", Joe **. He listened to my concern cautiously and said all the understanding things a customer generally likes to hear (e.g. yes, I understand; Hummm, I really wish there was something I could do; Yes, yes. I'll have to let you speak with my Manager - back to Ms. Wendy). Of course I was not getting anywhere with Ms. Wendy, so she informed me that Mr. Woods would be giving me a call after she explained the situation to him thoroughly. After a couple of hours, I received the ultimate phone call from a Mr. Woods replacement. She goes by the name of Shawn? (last name not permitted to customers with complaints). And by the way, she is the only Shawn working in all the stores in Houston area so there will not be a mix-up.

Well, I tried for about 5-7 min to explain the full situation to Ms. Shawn, who seemed eager to let me know their process and that there was no way to return the $50. Clearly, we were in disagreement and I asked for the person in authority above her that could hear my complaint. She repeatedly stated the position of the store owners; I interrupted and asked again for someone in authority above her, which she kept claiming she would give me the persons 'email address' that would not be willing to change the store processes just because of my complaint. After this 10min or so rant an rave from her that I would be willing to "bother" a V.P. about a trivial $50, she was vocally disturbed by my relentless pursuit of "can I please just get the email address" you promised me 15mins ago. On and on she went that the store does not have $50 to reimburse me and the managers were not going to change their processes because of a complaint from a customer like me.

After a 27 minute dual she gave me an email address for Gerry ** and said he was the Vice President of this regional area in Houston. I took the email she gave me "**" and verified the spelling to be sure I had it correctly. Now, even though our conversation was only an attempt to remain pleasant while in a heated disagreement (Because I had noticed the elevated tone in her voice, I stated a few times during her rant/rave of store processes, this is not a personal attack, but a disagreement on business/service guidelines), I was very surprised to have been given a "false" email address. Even for Ms. Shawn, I thought that was quite a low-down tactic on her part. Perhaps I shouldn't be surprised based on the transaction so far, but it certainly caught me off guard.

Now, I'm not sure what approach I should take, but this surely doesn't set well with me and therefore I must do whatever it takes to be sure someone in the RTG Corp knows how at least one customer has been treated. I'm certain there are hundreds of others with similar or worse experiences based on the information I discovered on the Websites regarding customer complaints. This is an attempt to voice a legitimate concern with as much detail as possible, regarding my entire experience with Rooms To Go. I personally will never visit any of their stores, but all who enter at their own peril will find the "store processes" a little less than something to be desired according to Ms. Shawn (I can't give out my last name) Asst. to the VP. This is now a issue of 'principle'. The actual cost conflict is detailed in the email above ($50).

Regards, Your positive attitude does affect your high altitude! Ted **. ** (Personal Cell). Personal Email: **

Our TV stand was set to be delivered on the 5th of December. We were told we would not get our TV until 2 weeks afterwards. I received a call yesterday (3rd) that gave me the delivery time. Then today (4th), I got a call and the lady said our stand is still on back order and would be until February! Are you kidding me?! Needless to say, our battle with Rooms To Go is still far from over!

My husband and I went to the store that day and was then told that the suites that they had sold to some, many were damaged by water and wasn't sure when they could replace the bedroom suite. We then looked at other bedroom suites in hopes of finding something that we would like. Only one suite was favorable but then the manager wasn't willing to help with the cost. We felt that the manager did not care nor was willing to make us a future customer.

We left the store very upset and discouraged. We are very dissatisfied and we will never go back to Rooms To Go. We will never recommend anyone to go there and I will make sure that if I hear of someone shopping there, to get their refund and go somewhere else. My husband and I spent the rest of the day looking for a bedroom suite with no choice because we have to get something before the weekend was over. You see, we are flood victims and lost all of our furniture and other possessions.

We went to Haverty's not knowing if we could afford it but Judy helped us get a bedroom suite that was in our budget and we left there feeling all the stress from Rooms To Go leap off our shoulders (some). We are now trying to receive confirmation that the purchase that was made at Rooms To Go was refunded to our credit card. Please don’t ever go to Rooms To Go! They do not care what and how they screwed up! They are only looking out for themselves. Why are they still in business? They need to be shut down!

I drove down to the store in Bay Area to speak to the manager, Frank. He informed me that there was nothing he could do until December 5. Further, he said that it was my responsibility the delivery date was not set since I had signed the receipt for the transaction. I explained that I relied on their expertise and procedure, but he did not take any accountability.

At that point, my interest in negotiating any further totally disappeared. (I was willing to compromise my furniture selection if another set was made available sooner). I went to Rooms To Go with very high expectations, thinking the ad was too good to be true. After anxiously waiting for my furniture for over 6 weeks, I found out that it would not make it to the original delivery date. I am completely heart broken, especially because we are expecting family over for Thanksgiving and I have no place to sit them. Do not purchase from Rooms To Go unless, according to the manager, you take a crash course in their "How to write my own receipt" class. No accountability or customer service, even from the store manager - very disgusting.

On 11/23, nobody from Rooms To Go has bothered to call us about the delivery tomorrow. I called them and was told the delivery would be from 1 to 5. I know the contract says all day delivery but when we were told verbally by Phil that he talked to his manager that it would be here on the 19th and then a manager told me on the 19th that he could arrange for delivery in the morning of the 24th, we believed what we were told. Now that I will not have the table for Thanksgiving, I called the store and told them to just cancel the sale. I was told that I had 48 hours to do that and now they will charge a 20% restocking fee.

I also cancelled the sofa and love seat for delivery on Dec. 19th. If they can't get me a table that is in stock in time for Thanksgiving, how are they going to get the other stuff to me in time for Christmas? They want a 20% restocking fee on this and they don't even have it in stock yet. The manager I talked to tonight said the restocking fee is on the back of the contract. The print is so light on the back of the contract that I can't read it. I was able to make out some bold print words in Spanish but that is it.

The claims people by the name of Daniel contacted my wife and told her that Rooms to Go would not replace the couch. That due to the severity of the break, it must have been our fault. My wife objected and Daniel implied that my spouse was a liar. My spouse asked if she could speak to his supervisor and he stated, "He was the person who made the decisions." My spouse contacted me and notified me of the situation and phone call. I immediately called Rooms to Go and spoke to Robin concerning the matter. She notified me that Tessa the supervisor of the service department would contact me within a couple days to discuss the matter. I asked for a direct line number and Robin refused to provide me with further information and stated that we would just have to wait for Tessa to call.

They are sending someone out Thursday but they still won’t look at the holes, even though it's been a year and in their theory it should be shredded, thanks to our dogs and it is not messed up a bit except those dang seams at the top. I bet they will give us the runaround for this board breaking underneath, too. Please don't buy from Rooms 2 Go.

We asked to exchange it for something more sturdy or durable, but were told that's not an option because the warranty is expired. We explained that the furniture is only a year old and literally falling apart! Our past furniture lasted over 20 years without a problem. They said they are not responsible for what we selected. We said the "quality" was misrepresented to us and we never would have chosen this set if we knew it was pressed board and staples and would fall apart in a year! We spent thousands of dollars on this set and it is not in our budget to buy a new living room set every year because the items fall apart! Horrible, horrible workmanship! I hope this e-mail saves another unsuspecting person from wasting their hard-earned money! Sorry we had to learn the hard way.

What the worst part was that on the September delivery, they had all of our order; and on the second delivery, they didn't have the $600 chest of drawers, which we had paid cash for, and had sold it from "underneath" us. Their rationale is that they have an open inventory, and if they can’t deliver it, they sell it again. I called at least three managers at the Plano office, all sounded interested and caring, but nobody ever called and followed up with me on my concerns. Supposedly on October 23, 6 weeks from when we originally bought this furniture they are supposed to deliver. I feel that if you buy it, and they have it in inventory, and then they re-sell “your piece” of furniture, that is dishonest and wonder if there is any legal issues because of it.

I don't know what effects, if any, that the everyday wear and tear by the public testing of the mattress will have on the longevity of my mattress. In the store, they had this mattress on a mobile foundation which I did not purchase. This foundation lifted the head of the mattress into a sitting position, lifted the foot of the bed into a comfortable resting position and provided a massage function. I can't imagine how many times a day my mattress has been bent in all those directions by sales associates demonstrating these functions to clients. I imagine that the lifetime of my mattress will be significantly shortened by all this bending and flexing.

This mattress is supposed to last for twenty years, but I believe that this additional wear and tear by the public exposure will significantly shorten its lifetime. It will cause me to have to purchase a new one much sooner than that. This type of mattress is a very large investment. I am disabled and receive Social Security income and am also a military retiree receiving a disabled veteran income. I must watch my budget. This investment was a medical one because of a medical condition I have. It was not a frivolous purchase. I am sorely disappointed that this store has treated me so badly. Thank you for any assistance you can give me in this matter.

Part 2 of our troubles began when the furniture was delivered. They arrived about 3 hours outside of the time frame given to us. They proceeded to unbox every piece of furniture at the same time in our gravel driveway (there was a 20'x 20' concrete pad just a few steps away but it was obvious they couldn't care less). They were very unprofessional and did a poor job assembling the furniture. On a dresser mirror, they put the washers on the screws backwards allowing the screws to run through to the other side causing damage. I also pointed out that a desk was broken. He noted it on his paperwork and said that it would be replaced and I signed beside it. They eventually left and I reassembled part of the furniture so my daughter could use it.

After about a week, I called Customer Service to find out the status of our broken furniture getting replaced. I was told there was no note of any furniture being broken and they would have to send a repair person out to look at it. This upset me because I had paid for new furniture and not furniture in need of repair, not to mention having to take another day off work. The repair guy arrived exactly when he was supposed to - one of the few good marks I will give them. He made note of what was broken and said Customer Service would be giving me a call. I finally received their call and they have agreed to replace it, only I have to wait another 2 months to get it.

Eventually their poor ethics and customer service will catch up to them. I will be amazed if this company will weather the test of time. I certainly won't be shopping there again. I can deal with a lot of mistakes but I have little use for dishonesty.

It’s been over 4 weeks and they tell me depending on whom I spoke with 6-8 weeks or 30, 60, 90 days for replacement. The supervisor will not let me speak to another supervisor nor send out another technician. They say that a replacement order has been ordered of the cushions but no one can give me an order number or the expected time I will receive them except for the generic time. I was told by a supervisor over two weeks ago she would have me that ETA in less than a week, and I still haven't heard from them so I called back.

After speaking to another supervisor today, he gave me the same runaround and no ETA because they haven't heard from the vendor yet. I told them then send me a replacement couch. I got a whole new couch last time in less than a week. I then asked for a refund and they said that was not possible either. I have been told that it is being replaced due to no fault of their own and I should be happy with that, to not call back until the cushions arrive by mail and then a technician will be dispatched. I have little faith that there even exists an order to replace the cushions, nor that they will arrive in good shape, matching colors and condition of the rest of the sofa.

Consequences: relentless cell phone calls with numerous hold times about 2 hours to date; time off work to wait for the technicians each time, delivery each time, and frustration dealing with these customer service people who could care less.

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 eyesore. 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 12:30pm. 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 11am and 3pm. 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 had not 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 outside 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 delivery on a Wednesday only, during some random 4 hour time frame where I will be forced to again, take vacation time from work.

They wouldn't have 1/2 of the order available for 3 weeks so we had to do two deliveries. Then the day the last 1/2 was to come, it was to be delivered between 1-5pm. They didn't show till 6:00 when we had already left for work and Customer Service had the nerve to call my boyfriend and give him attitude about not being home to accept the delivery. The next day, an ad was sent out with the set we bought plus a media console and 32" TV for $200 more than what we paid and they would not honor their word to upgrade us to the promotion.

When we went in to the store to talk to the store manager, Kelly, she told us she wouldn't give us the sale because we had 1/2 of our order already but they would give us $50 store credit (that's like giving someone 50 cents to use at a Dollar store). When we got upset that they lied to us and should honor their word, she actually gave us a nasty look and threw her hands up and walked away when we were still talking!

I have never seen such a rude act from a store manager in my life, not to mention she initially refused to take us to a private area to discuss all this so everyone heard our business and was watching us. I had to scream across the floor that we wanted the regional manager's number because she refused to talk to us and she told us she was not going to offer us the $50 store credit anymore.

The way we look at it is, all they had to do was refund the first purchase and resell us the new promotion. That way the sales dates add up. They get more money from us, they make their customers happy by honoring their word and no harm is done since it is the same furniture we already had. Instead, they were appalling and rude, lied to us to get us to purchase, and refused to talk to us to make it right. And, they took back their form of compensation because we were still upset and all around deceived us!

If this is a company that allows sales personnel to lie to their customers by telling them whatever it takes to get them to buy, then gives them every reason under the sun why they can't honor that word and allows the personnel including management to be so horribly rude and disgusting to their repeat customers, then this is not the place that deserves our money or yours! We were so happy to finally have a bedroom set and Rooms to Go has ruined the whole thing for us! We still don't know when we will be able to get the other 1/2 of our furniture.

Second, the reconfirming thing is absolutely 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.

Issues with second chair: 1. Left (right when seated in chair) front 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. Back edge of the bottom seat 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 and the cushion. The left side (when facing the chair) had a 1/4 inch gap between the chair & the cushion; and 3. Large folds of material in the upholstery 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: On 04-Sep-09, delivery of 3 pieces of furniture. I noted after delivery personnel left the issue with the cushion and the crooked leg. I attempted to call Rooms to Go. I contacted local store and was referred to 800-766-6786. Call center was closed. On 05-Sep-09, I contacted Rooms to Go at 800-766-6786 and requested a refund for the chair. I was told that a refund was not possible despite manufacturer defects. Delivery of a replacement chair was scheduled. I contacted MasterCard and inquired regarding dispute process. I 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.

On 15-Sep-09 at 2:15 Central Time, replacement chair delivered in the condition described above. I refused the chair and 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. On 15-Sep-09 at 2:45 Central Time, I called 800-766-6786 to request that chair be removed and full refund of chair cost be given. Call center personnel could not authorize the request. I asked to speak to call center manager. I was told that I could not speak to a manager and had to call the store where I made my purchase.

On 15-Sep-09 at 3:15 Central Time, I called store at 334-277-5640 and spoke with Debbie, sales associate. I described above details of situation and events to this date and 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 and I refused given the quality of two previous chairs. Then 80% refund was offered with 20% store merchandise credit. I refused and asked to speak to the manager. I spoke with Jim **. He restated the offer previously detailed offers and was still unwilling to provide 100% refund of cost of chair. I ended call with plan to contact MasterCard to dispute the charge.

On 15-Sep-09 at 4:00 Central Time, I contacted MasterCard. Dispute is now open (case number and amount above). I called local store back at 334-277-5640 after realizing that I failed to confirm schedule for chair pick-up. I spoke with Debbie, sales associate and scheduled for the chair to be picked-up at the earliest available appointment, which was September 24, 2009. Note that all times are approximate, but should be accurate + 10 minutes.

As Henry put me on hold to get the manager, the phone 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." 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. I called back a second time and immediately got the assistant manager on the phone and asked for the manager. He put me on hold and returned to tell me that 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 originally 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 pissed, I decided to cancel the entire order, which was done within the 48-hour time period to receive the full refund. So the refund was processed, used a debit card and I will get a check at some point in 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! As an old friend told me years ago, when you deal with a salesman, you're dealing with a liar! Salesman=liar. Also, you need to file a complaint with your state's attorney general. You can do it online as I did!

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 personally do not think that is fair. It was not explained that a purchase with a different deadline could affect 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 initially owed. They are a rip off, fraudulent, and horrible business people. I would suggest people not to 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.

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 an 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 on 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 emailing customer service and dealt with Chad **. I explained the above to him. He said my order was placed on Aug 26th.

Chad could not explain what happened to my order between June and August when it apparently didn't even exist. I 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 ignored my request on four 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 deal with them again, at least if I don't have to keep chasing the item I paid for three months ago and still have not received.

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!

I left a note on the door stating that I went to the store and for them to call the number to alert me that they were there. On the way home, I called RTG to find out where I was in line. They told me that I missed delivery because I was not home when the guys came. I asked why didn't the delivery guys called the phone number as instructed. They said that they don't do that and if I am not home that I just missed delivery and would not be able to reschedule another until 48 hours after the Dallas warehouse received the shipment.

I live in Houston. I asked the lady what time did they deliver. She said 9:15 am. I was talking to her at 9:20 am. I asked if she could call them and ask them to turn around. She said she had no way of contacting them; however, she read something in the computer with their response of me not being home. How it was communicated to them, I am not sure. They informed me that they would call dispatch and I was told that at 9:30 am that the drivers were already in Rosenberg, which is approx. 35 minutes from my house.

After that, they claimed that they were working with me, but nothing came of the delivery. I even offered to meet the delivery people to pick up my stuff from them. In addition, I was told that if I decided to return the furniture, that I would be charged a 20% restocking fee. The customer service reps do not care about the customer receiving their furniture and consistently repeat delivery policy. They are rude and have both hung up in my face.

The furniture is showing yellowing and discoloration. I called Rooms To Go and they sent someone out to look at the furniture this past week. I called to see what he reported, and I was told that he said the discoloration was from bodily fluids and that the stain protection that I paid for did not cover that. They said the stain protector is only good for food stains and wine. I did not have any bodily fluids excreted onto my furniture. I just think this is a way of humiliating me and to keep me from bothering them to replace my furniture or repair it. My furniture is not even 1-1/2 years old now, not completely paid for yet, and stained or discolored, and Rooms To Go will not do anything to rectify this situation.

About two weeks later, a Rooms To Go employee came to my home, took a glance at the bed and left. I then received a call from the customer service department and was told that they were not going to cover the break and that I would have to purchase not one, but two sideboards. Keep in mind that at this time the mattress and box spring are on the floor. Only one side board broke, but if I'm to give my daughter an actual bed to sleep in, I will have to purchase two side boards for $100. My daughter, for whom I thought I was purchasing a brand new bed for, now has to sleep on her mattress on the floor with her brand new bed unusable for her to look at each and every night.

I called two days later and they told me it was cancelled. She didn't know why anyone did not call to let me know. The rep then told me she was going to let someone call me back to set an appointment up. Someone called me an hour later to let me know they will be at my home on Thursday, 8/13/09. I asked what time. The guy told me he will call me back to let me know. No one called back and no one showed up until Friday, 8/14/09.

After the tech inspected the furniture, I showed him the two tone colors and the damage. He told me someone will call me in a few hours. No one did. It’s now 8/18/09 and I have to be the one calling again and got hung up on by Janet in FL at the corporate office. The first day when they delivered the table, I called customer service about the two tone colors and they told it depends on what light and time of day it was. I told the rep it’s daylight and it still looks the same. I also have them put Teflon service on the chairs. Teflon is supposed to work like magic if you spill juice on the chairs. It is supposed to wipe off without staining. So far two of the chairs are stained.

About 2 weeks ago, my grandson spilled juice on the sofa cushions. I immediately wiped it up and the stain remained. I called to schedule a service with Rooms To Go because I paid extra for a special treatment. The guy showed up today with a spray bottle and a piece of foam to clean it. PS: The stain is still there and they are telling me that's it. I must now probably purchase a new couch when I paid good money for a substandard construction piece of junk.

He couldn't figure out why the handle kept coming off the cable wire and said it must be defective. He replaced the whole mechanism and it still came off again. Well, it worked okay for another year; then, it happened again! I called the 800 number and you guessed it, they stated the warranty expired and were very rude and told me, "Too bad, call a furniture repair shop!" I told them it was defective and they had fixed it and replaced it 4 times(!), that the man needed to come fix it as they sold me a defective design recliner and they guarantee customer satisfaction. They were rude, evasive, would not give me the name or number of a supervisor or manager even. They put me on hold and never came back on the phone! I called back with the same results!

I've spent my last $10,000 I'll ever spend in this store as they do not back up their customer satisfaction claim and sell defective design items and refuse to fix it even though it would take their repairman less than 5 minutes as he has the tools. I'm retired and cannot lift a 100-lb dual recliner to take it to a shop like they told me to do! I am surprised they are in business as I have told all of my family and friends not to ever go there.

I am contacting my Congressman, the Better Business Bureau, Channel 13, AARP, and every other consumer agency to warn others that they sell junk and defective furniture and then do not fix it after 1 year! The stuff isn't cheap and any reputable firm that wanted to stay in business would fix it. They are rude at their 800 number and they won't even divulge the name of their supervisor or manager and will not call you back!

I also bought a 2-year extended warranty, and Rooms to Go said they weren't fixing it and that it was not a manufacture problem and that they weren't doing anything. I said, "You can come and get it." The smart corporate said, "We are not coming to get it, and you will pay for it." I said I will get a lawyer and that is what I am planning to do. You know it might take more money to get a lawyer than what it is worth. But Rooms To Go has to be stopped from cheating consumers out of their hard-earned money.

I now have to take off work again, drive 2.5 hours back to WPB and hopefully get the right furniture this time. I feel I am entitled to compensation, some sort of comparable restitution like being refunded my delivery fee for having to make a second trip to WPB and taking off work to do so, etc. for something that should have been done right the first time. I understand mistakes happen but their imcompetence is costing me time and money.

I received the call this afternoon, and was told by customer service that the technician had reported the problem as normal wear and tear, even though this is not what was said at the time of his visit, and that nothing else would be done on the part of Rooms To Go to solve the problem. This furniture has a 1 year warranty and that has not expired yet, and they will not honor their obligations. After hearing this, I did a web search about customer complaints against Rooms To Go, and I was shocked at the amount of complaints against this company. So many in fact that I'm surprised they are still in business. We now have a sofa/recliner that I'm sure will disintegrate before we have finished paying for it, and we will have spent $2300 for nothing of lasting value.

Okay, I'm a patient elementary school teacher, but it is now July 16th, no part. I called customer service. They told me the part would not be in until August 2nd! Then, I have to wait for them to install it, which again, I'd have to take time off work for the "four hour window" that they show up for! I've already done this 4 times! I asked to speak to the supervisor, and "Wilson" told me there was nothing he could do. I said, "Replace my rocker," that waiting 3 months for a part was ridiculous! He said sorry, nothing he could do, that their policy states that they will not replace something that could "possibly" be fixed?!

I understand, but 3 months for a part! And, they don't even know if this will fix the loud squeaking problem! I asked to speak to his supervisor. He said there was no one else to talk to, "have a good day," and hung up!

I came to the store with my 7-month-old baby and my wife. They walked around while I waited in line. The customer whom Meredith told to come in front of me was by his self. When I was at the register paying for the gift card, I asked Meredith what she considered standing in line. Is walking around the store considered being in line? Of course, she had no answer. I explained to her that I could have come by my self also and leave the wife and baby at home and walk around the store and tell the salesperson I'm in line. She stayed quiet and thanked me for the purchase.

We can resolve this with 1 of 2 options. Please sell me another "Buy 1 Get 1 Free" gift card. If this cannot be done, I would like to return the gift card purchased on 7/6/09. Let me know how you would like to proceed.

At the beginning of May 2009, we purchased an "Ivy League Twin/Full Step Loft w/Desk" from Rooms to Go Kids, value $1,200, not a trivial amount for Kids Furniture! Despite paying cash upfront for the furniture, it had almost a month wait on it. The associate processing the order bungled the delivery so instead of it being delivered second to the last week of May, it got delivered first week of June, and then the real fun began.

The quality of the furniture was appalling. The stain was uneven through all the pieces. There were serious imperfections in the wood with it being damaged in some places; shaved and not even in others. It looked like the piece of wood was bad so they took off the damaged area and left the "square" plank uneven. There were areas where there was no stain at all! Some parts of the wood had splintered where the bolts went it and was broken to pieces. The draws inside had huge splinters of wood about to break off into a child's fingers if they happened to run it along the top of the drawer. The screws were finished with rubbers in the store to protect the wood when bolted together but when I asked the delivery people where they were, I was told that they were not provided. I went back to the store to look at the floor sample and it looked nothing like what I had in my bedroom at home. Nothing like it!

After complaining to Customer Service about the poor delivery, I was told that they would send a technician out to inspect the furniture. He diligently came out a week later and all he did was touch up some of the areas of poor stain, not even all of them. When I spoke to him, he told me that the quality of the furniture was manufacturer's specifications and that kid’s furniture was not made the same as adult furniture? When then did I pay adult prices for the furniture?

So after much complaining, RTGK said they would replace the imperfect items two weeks later after first inspecting it at the factory prior to delivery. The items came and were equally dissatisfactory as the original pieces. After more complaining, RTGK said they would send out another replacement for the furniture a week later, to the same deplorable quality and really not any sort of improvement to the terrible quality already in hand. When I send the third attempt back, Customer Service said they would not send any more replacements and that there was nothing wrong with the furniture because "the technician said so". If you are wonder why I didn't just get my money back, it is because I had already purchased the rest of his furniture in his room to match that style and color, plus a twin and full mattress, so I could not turn back at this point.

After 2 months of waiting, calls and time lost in trying to get mediocre quality replacements, RTGK Customer Service eventually offered a 10% settlement discount to keep the furniture as it is. However, the caveat, "By accepting the 10% discount for their sub-standard quality furniture, you agree to void the remainder of the manufacturer’s warranty period (1 year)." This is disgraceful customer service and really seems to be the store version of bait-and-switch tactics. I am still waiting for the agreement that I have to sign before I can get my 10% refund on their second-rate furniture and thereby accept their junk furniture as-is from this moment on.

Please, take my ordeal as a warning so that you don’t go through the same thing. It is not worth the time or effort. Their furniture is not up to any type of decent specifications and because it is kid’s furniture, they think that they can get away with even lower standards than that. Please go buy your cherished child's furniture anywhere else by at Rooms to Go Kids.

The quality of the furniture was appalling. The stain was uneven through all the pieces. There were serious imperfections in the wood with it being damaged in some places; shaved and not even in others. It looked like the piece of wood was bad so they took off the damaged area and left the square plank uneven. There were areas where there was no stain at all! Some parts of the wood had splintered where the bolts went it and was broken to pieces. The draws inside had huge splinters of wood about to break off into a child's fingers if they happened to run it along the top of the drawer. The screws were finished with rubbers in the store to protect the wood when bolted together but when I asked the delivery people where they were, I was told that they were not provided. I went back to the store to look at the floor sample and it looked nothing like what I had in my bedroom at home. Nothing like it!

After complaining to customer service about the poor delivery, I was told that they would send a technician out to inspect the furniture, who diligently came out a week later and all he did was touch up some of the areas of poor stain, not even all of them, and when I spoke to him, he told me that the quality of the furniture was to manufacturer's specifications and that kids furniture was not made the same as adult furniture. Why then did I pay adult prices for the furniture?

So after much complaining, RTGK said they would replace the imperfect items two weeks later after first inspecting it at the factory prior to delivery. The items came and were equally unsatisfactory as the original pieces. After more complaining, RTGK said they would send out another replacement for the furniture a week later, to the same deplorable quality and really not any sort of improvement to the terrible quality already in hand. When I sent the third attempt back, customer service said they would not send any more replacements and that there was nothing wrong with the furniture because the technician said so. If you are wondering why I didn't just get my money back, it's because I had already purchased the rest of his furniture in his room to match that style and color, plus a twin and full mattress, so I could not turn back at this point.

After two months of waiting, calls and time lost in trying to get mediocre quality replacements, RTGK customer service eventually offered a 10% settlement discount to keep the furniture as it however, the caveat by accepting the 10% discount for their sub-standard quality furniture, you agree to void the remainder of the manufacturer's warranty period (1 year). This is a disgraceful customer service and really seems to be the store version of bait-and-switch tactics. I am still waiting for the agreement that I have to sign before I can get my 10% refund on their second-rate furniture, and thereby accepted their junk furniture as-is from this moment on.

Please take my ordeal as a warning so that you don't go through the same thing. It is not worth the time or effort. Their furniture is not up to any type of decent specifications and because it is kids furniture, they think that they can get away with even lower standards than that. Please go buy your cherished child's furniture anywhere else but at Rooms to Go Kids.

The customer service was very bad; the supervisor was even worse. I cannot believe that their furniture can break so easily. We did not broke these beds. I bought a bed 5 years ago from another place, and my bed's still new. It has good material, but the material from Room To Go is very bad. Do not ever buy something from Room To Go. You will lose your money. The good customer service is only when you pay. After you pay, there's no customer service.

So I called the 800 number to find out if I could get someone over to fix it, since I paid $1,200+ for this piece of crap. The rude lady simply said it was damage from customer and not a defect issue. There was nothing they could do about it. Unbelievable! I have very little recourse other than posting this information in the hopes that someone will google "Rooms to Go complaints" before considering purchasing anything from this company and find all these complaints.

The men agreed that the bed was in need of repair. The main guy said they could replace the ladder. He didn't know about the railings, but he said he would write his report and someone would call. A couple of days later, someone called and told my husband there was nothing to be done. They said it was normal wear and tear. It seems like that is their standard line looking at all the other complaints. My husband argued with them to no avail. How can paint and wood chipping from all over the bed be normal wear and tear?

We feel Rooms to Go, obviously, is willing to say whatever they need to sell their furniture. But when it comes down to honoring their warranty, you can forget it! To me, this seems like fraud! We bought these bunk beds with the intention of them lasting through my kids' school years. We don't have the money to be buying new beds every couple of years! My husband and I bought our bed 10 years ago when we got married and it looks better than the kids' beds. We are very disappointed and will definitely recommend to anyone we talk with to not shop at Rooms to Go! It is not quality furniture and they do not honor the warranty.

I'm still waiting for the magical call so I called today and am told by the afternoon manager that wouldn't get on the phone with me that all sales are final and that I can't get a refund or an exchange. I called the 1-800 customer service line which is a joke. These agents are not into providing any kind of service they just said, "We can't do anything for you." To all, do not shop at Rooms To Go at Dadeland. The burden is on you because salespersons will mislead you for the sake of a sale. Will I shop there again? No. Will I recommend them to anyone? No. I never had problems when shopping at American Signature, Ashley Furniture or even Ikea. I am out $350 for a scratched, paint-chipped room divider. And on top of that, I got billed $60 for a Decorator's Club that the salesperson thought I should have, added onto my bill without my permission.

After having one tech come out, he said that it was customer wear, so I complained and had another tech come out. He said to my face that it was definitely not customer wear and he would schedule for a replacement. About 2 weeks went by and no phone call, so I called them. They said that the 2 tech said it was customer wear also, so I sent pictures to the main office and didn't get a call back again. After about 10 days, I called again same story. I am fed up and will never shop there again. I hope nobody ever does.

After waiting about two weeks, I had to call and find out if we were going to get any action. I spoke to "Alejandra" who gave me an order number. She has a very heavy Spanish accent and I had difficulty understanding her at times. Also, she showed extreme annoyance during one conversation. A tech was sent to my house on the wrong day and he examined the sofa, took pictures, and agreed with me that it is very uncomfortable and in need of repair or replacement. Then he went back to the office and reported that there was nothing wrong with the sofa. I complained again. Then on May 13th, I was told that parts were ordered and it could be another 90 days from that time until they would arrange to pick up the sofa and repair it. It is costing them more to do all this than just replacing the unit would be. We have never received any phone calls or contact from them. Our only interaction is when we call them. We also told them we would be willing to accept a credit and put it towards a replacement for which we would be willing to pay the difference. Anyway, we still don't have a proper sofa to sit on.

I returned home with my ill niece in 15 minutes. I continued to wait. Around five in the evening, I called Rooms To Go customer service to inquire about when the delivery guy would be arriving. A representative told me he tried to deliver the sofabed, but no one was home. I told the woman from customer service that I had called and spoke with someone from customer service. I was told that it was alright to pick up my niece and I would be the last delivery of the day in my neighborhood (second day wasted waiting for a deliver). By this point, I was exasperated with Rooms to Go's appalling customer service. I spoke with a supervisor in the customer relations department about the dismal or rather non-service from Rooms to Go. The supervisor did apologize but expressed that she did not know when I would receive the sofabed.

Because my purchase was online, I could not drive to the Mobile, AL factory and pick it up myself. The only consolation the supervisor offered was that my order would be handled be her and that she would try to have it delivered on Monday. She couldn't verify a delivery date nor time. I have wasted Tuesday, Thursday and Saturday waiting for a deliver that has not arrived. I would like to file a grievance against Rooms To Go. I have paid for a sofabed and delivery fee that never arrived.

After many phone calls to the "corporate office", I spoke to a Carmen and to a Cynthia, and they make it almost impossible to get anything resolved so that customers change their mind and just keep a lousy, poor quality and not what we paid furniture, not right! I am so upset and furious with this sofa. Now after waiting for such a long time for this "tech" to supposedly inspect it, he wrote a report indicating that he "fixed" and put back the stuffing of each pillow and he didn't feel it was too hard, what a joke! So he thinks customers will be satisfied with the "tech report." Absolutely not! I refuse to keep such a piece of garbage, and another promise, I will never purchase another piece of furniture from Rooms To Go!

The tables are not wood. It must be veneer. When I have to lift the glass to clean underneath and replace the glass, the veneer coating is scratching and removing the wood look. I'm currently still paying for poor quality furniture. I bought this furniture in 2007 and it has been the worst purchase of my life. The salesperson told me that the delivery person would put together all the tables when they made the delivery. That was a lie. Speaking to a manager at the store did help resolve this poor quality furniture purchase. The return policy stinks. It has to be returned within 48 hours. Who knew? I purchased a living room furniture before and the furniture could be returned within 30 days of the purchase.

The service department supervisors accept no responsibility for the decisions that were made nor could they put me in touch with the person who could change the outcome. The table was so wobbly that I had to try to tighten the bolts myself and that is when I saw the mess the service tech made. It looks like they had spare parts left when they did the install. They stripped the sockets the bolts screw in to. They use a bond or glue to hold it together, which ran down the table leg. Then they ran a large screw into it to hold it together. They have not done a single thing right since this set was ordered.

We received our mattress and after 3 weeks, my husband said he felt like he was in a hole again and that this couldn't be the mattress that we tried out in the store. So we wrote down the info on the tag, went back to the Wellington store and spoke with Tom. He said it was the same model, but he told us that Rooms-to-Go was having problems with many of the mattresses being defective. I told him that we did not want that mattress; that it wasn't exactly like the one in the store. The pillow top in the store was not as thick as the one delivered - the one in the store was firmer.

He said they had to send another inspector but that we would get a new mattress. The "inspector" came out and he said that he was going to put down that it was a wrong pull (even though the name of the model was the same as we purchased). We then received a call from Corporate (Tessa). She said that we had to go to the Boca Raton Store and tell them we were there for a reselect. So, we went to Boca and spoke with Shelly (the original sales person for 2007). She helped us choose a new mattress and we decided that since we had so much trouble with the pillow top models that we would go back to an old-fashioned mattress. We chose our mattress. Shelly told us the computers were down and that we should call corporate at 800-766-6786 and give them the SKU number of the mattress and that they would work out the credit due us. I wanted to look at cocktail tables and Shelly said, “No, wait until they work out your situation at corporate.”

I felt like we were being fluffed off. As we drove home, I told my husband, “I don't even know how much the mattress is, what the name of it is, only that it was a Serta and had the SKU number.” We got home (1 hour round trip to Boca Raton), called corporate (spoke with Estee), who told us that they could not create orders and that we'd have to go back to the store. I'm trying to keep this short. I called the store; Shelly was too busy and couldn't talk so I spoke with Katrina. I told her I had the SKU number and that I was not coming back in. She said I had to because they have to charge me for delivery. I explained to her that there was a refund due me and that she can take the delivery charge from that. She calculated the refund to be $1,022.41. I asked if she was going to refund the AMEX I used - and she said that she could only refund the AMEX $788.09, but that the other monies would have to go to the Rooms-to-Go Citi card.

I told her that the Citi card had no balance and was a closed account and that I would accept a store credit for the difference. She put me on hold and came back and told me the store manager (name unknown) informed her that they would not be able to refund my AMEX at all and that I had to take a store credit for $1,022.41. The story I got was when you are allowed a reselect, it is assumed it would be for the amount spent or more. I explained to her that we purchased the most expensive mattress in the store because Thomas ** (Wellington Salesman) said it was the "best" just one month ago and that I was very upset that they would not at least refund the $788.09.

I returned to the store shortly after purchase and told the manager of all the problems. I told him that the display couch was comfortable. This one I received was not. He said it was softer because so many people had sat on it! I said he should take it back. His only solution was that if he took it back, he would have to sell it as used furniture. He told me to pick something else. I did not want something else. Then I called or wrote an e-mail and they finally had a rep. come in to look at the furniture. He came in with a brown marked and touched up the area of the tables that were chipping off. He put a staple in the drawer and looked at the cushions. He ran his hand over them and said it was normal but he would let them know. The cushions did not fit either the couch or the loveseat. To date, I have heard nothing from anyone. Can you help? I now am in debt for $5,000 and my furniture looks like it's 50 years old!

So today, 5/7/09, is 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 couldn't find it in the system. However, there was another quote for someone else for the same day ...hmm. Basically, he forgot to put my quote in so now it was 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 discount is only $127 but its the principle. Did I forget to mention I just purchased an entire bedroom suit from them about 3 months ago? Where's the loyalty? I will never purchase from there again and trust that I will spread the word around and around and around.

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 and didn't 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!

When I noticed the paint was dry, I rubbed some olive oil with a kitchen sponge as I was told this would take the paint out of any leather surface. To my surprise, the finish came off, but not the paint. We were upset and I told my wife, "We'll buy the headboard to replace it." I was looking it up in the Rooms to Go site and it described the material as "Bicast Leather." I had never heard of this term before, so I researched on the internet and, to our surprise, we found out it's actually synthetic material(!) with a layer of leather and of course sold as real leather.

I immediately called the Rooms To Go customer service line and they referred me to go to the store where I purchased the bedroom set and once there, we talked to Tracy, the manager, and he listened to our complaint and then told us he would have to make a call. When he came back, he said the area manager had told him that the bed is actually 100% leather(!) and there was nothing he could do and he actually told us, "Have a nice day". How's that for excellent customer service? Do not buy furniture from this store! If I just knew then what I know now ...

As time went by, I personally went back to the store to ask about my furniture. Judy told me to look at my paperwork and the delivery date wasn’t the same as the one that I and she agreed on. All of a sudden on April 1 at 7:00am, Rooms To Go showed up at my door without prior notification. They start unloading and unpacking everything, I let them do their job so I could go to work. When they were done, I notified them that the bed was the not the one my wife and I picked out. I was in a hurry. Not only was it the wrong bedroom set but it was also terribly assembled. Bolts were loose and the headboard is missing bolts. They said okay, but nothing was done. That shows how unprofessional they are!

Around 1:00 pm, I left my job to try to straighten things out. I called this number, (813)703-0290, that I was given and it was closed until Monday. So then, I called customer service to come and send someone to assemble the bed correctly, so I could have something to sleep on other than my couch. The technician came by. He worked on it for about 10 or 15 minutes but the main problem remains. I brought it to his attention and he said, "That's how it's supposed to be. If you don’t like it, call customer service again.” Rooms To Go does not know the meaning of satisfaction. The following day, I went to the store to talk to the manager. Somebody approached me claiming to be the manager (Keith **). We talked and he said that he couldn’t help me until today Monday. Customer service was also supposed to contact me Monday morning; I received no phone call.

Once again, I went back to the store. This time, I finally talked to the real store manager. He basically told me that it didn’t matter what I chose. He said what you get is what you get. The last thing he told me was that customer service was going to contact me. Right now, it's 7:00 pm and nobody has called me. So here I am stuck with a bedroom set that we didn’t pick out or like, and also looks like it's been picked out from a liquidation store. This tells you how much I recommend you to shop at Rooms To Go. Help!

They would send us out a new set as they have only heard of that happening one other time. So, it was a delivery on Saturday again (yes, another Saturday held hostage by RTG). This set was delivered with a huge scratch across one of the cushions (don't you think they would check something like that before delivery?) and come Sunday, we have pink clothes again. I called Customer Service again this morning to report our "pink" problem and their response was, "Well, on that set, you have to take damp cloth and wipe the furniture down until all of the dye stops bleeding out. This has to be done with this set (funny how when asked before, they had never heard of this happening before and now it's typical of this set)." I asked, "How long will this take?" Their response was, "Well, until you don't see any pink anymore." My advice, be very careful before buying anything from them since they all have different stories.

A broken bed was replaced when they saw that it was a defect in the construction of the bed.

Eighteen days after the one-year warranty, my bed broke. My wife and our 11-year old son were sitting on it, watching TV, and the wood on the headboard split in half. They sent a repair man out and he told my wife it was a clean split and not from misuse. When the company finally called to tell me the results, they said it was our fault and not theirs. They said even if it was defective, they would do nothing because the warranty expired 18 days earlier.

Now we are upset we switch stores to Frisco, and they swear that the Mariposa package is better and will not do the same thing as it is made better. So again we are stupid now and we upgraded another $500. And you guessed it; the leather and the foam are separated and creased. This junk is from China. It is awful and they know it at Rooms To Go. Stay as far away from them as you can get. Buy anything anywhere else. This time we are going to see our attorney and get our money back. We get lied to at every turn and that seems to be the MO of this company as they will not refund your money but they will upgrade you to death. Oh and if you think that customer service can fix your furniture, you are wrong. They have no idea how to fix anything; it’s all for show folks. We are down about $5k. We want our money back to go elsewhere and buy something decent.

I had to return the next day to pay second half of downpayment 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 paperwork was ready when I returned. The girl at the window (who looked as though she'd 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 salesman came up and informed her it was financed and then she started on the paperwork again. She asked for more money for app fee, which I gave to her. Then I waited an hour while managers walked past 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 re-faxed it.

About another hour later, we finally finalized the paperwork 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 four separate times and asked to just add the extra $30 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 $2,000 over $30! 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.

I placed another call to customer service where the supervisor told me that this was customer abuse. I asked her if she had seen the table and could prove it was customer abuse. She replied that it was noted in the tech's comments. She, same as the tech, said I should have had a cover on the table. I am assuming that when you buy new tables today, don't buy for the finish because you won't see it due to the fact that it will need cover up so no dishes or glasses touch it. I then asked to have the tech back to remove the mess he had brushed on my table and was told I would have to take pictures to prove the repair was unsatisfactory before another tech would be sent out.

I guess I can cut my credit card up because they will not see another penny of mine. Thanks Rooms To Go!

The rep did come out, measured the body impression on both sides and said that we would hear from customer service within 5 days. They waited the full 5 days to respond and told us that the 1 1/2 impression was normal wear and tear. If we weighed 300+ pounds or used the bed as a trampoline, I may have agreed with them. However, since neither is the case, I insisted they send another person out. Well, he just left and in less than a month. The body impressions have sunk another 1/2 and are now two inches on either side. The hump in the middle is visible to the naked eye. We shall see if Rooms To Go stands behind their products.

So we naturally refused the set, then I called the store and talked to Max ** (the store manager). He said he would look into the situation and get back to me within 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 until 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 directly with the store. Well, the next morning rolled along and I didn't get a phone call, so I waited until two in the afternoon, and then I called the store.

Max was off that afternoon. I asked who was dealing with my account, and Stephanie (the assistant to the manager) said that no one would be working on it until Max returned the next day. I said **, and I wanted to talk to Tony ** (the store manager). It has been three days and four messages later and I am still waiting to hear from Tony. I have talked to three customer service representatives (Chad, Trent, and Patty). They have been the only people to help me, and the only people to maintain the same story. This store is the worst furniture store in the entire world. I do not recommend 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 Customer Service 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 enter the doors and if you have to talk to somebody, avoid the managers and go to customer service. They will get you in touch with the people that actually care.

It took thousands of stitches to mend her knee. She now has a scar about 3 inches long and is afraid to even open her own drawers. I believe that when selling children's furniture especially top heavy furniture, there should be some type of clip to attach the heavy furniture to the wall. Lots of children climb furniture. This would have been avoided if the furniture was made more for children. Rooms To Go told me it was a lack of supervision on my part and not the fault of the furniture.

After poking and prodding due to suspicion, he informed us that there was a good chance they might have a few beds in their main warehouse that did not show up in their inventory database. He then said that we should pay for the bed upfront, and in the event that they did not have it, they would refund our money for the bed and the set that we still wanted to purchase. The saleswoman told us she would call on Monday to let us know if they had the bed or not. Monday came and the saleswoman informed us that they had a bed in stock and would include it in our shipment of the set. We were ecstatic -- waiting for our bed, we had brand new, luxury linens worth over $2,000, a beautiful, freshly-painted bedroom, and all the accessories to match. It was going to look worthy of an article about it in "Better Homes."

Delivery day arrived. The men unloaded our furniture but without the headboard and footboard. Perplexed and disappointed, my husband called the store where we had purchased the set to speak with the manager who "helped" us. He told us that the bed must be on a separate truck and looked like it would arrive that day -- just sit tight and it would most likely be there shortly. It did not arrive, so my husband called him again to let him know and see when we would get it. The manager then urged us to call back the next day, when the distribution warehouse was open. We did, but we did not expect what happened next to take place.

Evidently, the bed that we purchased was coded as the display model after all, but that information was not relayed to their inventory side. Thus, the bed on the showroom floor was sold after the fact to another individual. Rooms To Go had our money, took someone else's money, and gave customer #2 the bed that they had intended for us to have, even though they said they had one in stock at the warehouse and would deliver it to us. Here we sit with everything but the bed, loving the rest of the set but unable to see any possible way that we can get the bed, unless there is one at a clearance center.

Lying does not equal good customer service. No one seemed sorry for such horrible treatment, and acted as if we were a nuisance to them. Had we known from the beginning that there wasn't another bed available at all, we wouldn't have purchased a single piece from the set and taken our money elsewhere. I will NEVER shop at RTG again, and will be sure to urge ALL of my friends and family to do the same. Don't you know, Rooms To Go, that consumers tell their friends about UNSATISFACTORY service 9 out of 10 times, and only 2 or 3 times out of 10 about satisfactory service? I'm not even in sales, but I know this vital information. You are a despicable company with a gross lack of morals and ethical standards of conduct throughout your "company." Keep up your blatant lack of customer service, and you could end up in line with companies like KB Toys.

The account was paid in full after buy a dining room set there. All payments were made on time. You know the bank's status may have changed, but mine has not and I'm just mortified how these banks are behaving to the people whose credit are in good standing. Why punish us? I thought the object of the bailouts were to unfreeze the credit lending companies. Well, if they freezing accounts of people who have good payment history and decent credit scores, then I hate to see just who they are lending to. Isn't it that kind of mentality that got us into this mess to start with? I'm very upset by this.

I was completely UPSET and asked to talk to the manager. Of course, they're all in one side. The manager did not do a thing and told me exactly what the saleswoman had already said. They do not have a return policy so I'm stuck with an item that I did not want (even thought it's not my fault). They did NOT have the policy saying that it was alright to mess the order and expect customer to pay the difference if they want the right order. I felt that it was unfair and I deserve to have a compensate. BAD business. NEVER Rooms to Go again.

Not to mention one of the drawers for the dresser does not slide smoothly at all. It’s a battle at times. So I called and called and called. They sent a tech out and they said it was my fault. So I wrote a letter to the corporate office and they said it was my fault. Sounds like they are not standing behind their product and I feel stiffed as a consumer. Please tell me if there is a class action lawsuit going on that I can jump on because they need to pay and understand they can’t do people this way. I googled Rooms To Go and lawsuit, and there are pages and pages of quality control complaints.

I called customer service and told them that I wanted the complete bedroom replaced. They agreed to bring a complete bedroom including the bed, mirror and dresser. When the technicians came out, the bedroom was worse than the one I had in the bedroom. I called the salesperson. She talked with her manager. He said that I could go to the store and pick out a different bedroom. I did on March 6, 2009. The new bedroom was delivered. The nightstand was scratched, the chest of drawers was damaged and the posts are scratched.

I can't believe that this is happening in America. Is there any way that I can cancel the purchase? I think that Rooms to Go has the worst Customer Service in the business. They give an appointment and at the last minute, they cancel. I think the representatives need a lot of training when it comes to helping the customers. I will never buy from this store and I will make sure that my friends find out the kind of service that the store provides to its customers.

I then immediately called following the terms and conditions of my sales order. I was told by the customer support representative that a technician would come out to inspect the pieces in question. Okay, fine! That date has since passed and no technician. A second call was placed with to the 888 number to then now arrange another appointment, which was scheduled (today) on Mar. 6th. Again, no one showed nor called prior to the appointment to confirm time frame. I am so ticked that I have paid well over $2k for a damaged furniture still sitting in my house. The customer support team had no remedy for my complaint.

NEVER AGAIN will I purchase from RTG in the near future. However, I have set another date which is my third request. I hope they show. In the meantime, I hope one of their executives read on how their consumers are being treated (yeah right). What is one to do with such a service?

On Friday we got rid of our other bedroom suite to prepare for our new one to be set up on Saturday. Saturday came and the delivery driver called to say he was at our road and could not get in our driveway. My husband then got in his truck to go see what was wrong. No driver there! We called the number back and the driver was at the wrong address. He had already shed light to us then that there might be a problem. He told my husband he was lost. We then went to find him, after the salesman had specific directions to our house which, by the way, is not hard to find.

We could not locate the driver, we never did. We went back home, he called again, he was at our road, but again said he couldn't back in the drive. He had the nerve to ask my husband if we had a truck (which we do), if we would come to the end of the road and offload our furniture that we paid delivery for, on our truck and drive it to the house! No customer service there! We told him we paid to have it delivered and that's what we expected. The driver refused to even try to get to our house. He said he was responsible for any damage done to the truck as it was not his and he could not deliver.

I understand that our driveway is narrow and trucks need to back in, but when we moved here, we had 2 20' trucks turn around in our drive to unload a 5-bedroom house of furniture. The owners that moved had a 53' moving tractor trailer in the yard to move them. This driver was in about a 25' trailer and couldn't get in the driveway! Unacceptable. The driver was very rude and incompetent. If he could not get his truck to us, he expected us to haul it to our house on our personal truck.

I then got on the phone, first to customer service. That was like talking to a brick wall. They said it was not uncommon to sometimes have to offload furniture to a customers truck for delivery in tight areas. I couldn't believe what I was hearing. To pay for delivery and then be expected to put our new furniture on our truck, not happening! I told customer service this and she told me there was nothing they could do. WHAT? I had $5000.00 worth of furniture on a truck, and now I was told I could not get it delivered! I was told that I would have to wait until they could get a straight (box) truck and there was not one in this area for delivery. They didn't know when they could get on. I was steaming by now.

I then called the salesman and he said, "I will see what I can do." Well, I had to keep making phone calls to the manager, the general manager, customer service, and the salesman to find out we could not and would not get our bedroom suite that day. All because of the incompetence of a driver that probably has no CDL to be driving a truck of that nature. It was a difficult task and he just didn't want to deal with it.

I called customer service... again... and told them, "Fine, cancel my order." They said it would be Monday before they could, because it had to get back to the warehouse. I now have no bed to sleep on and no new bed in sight. They said they had to find a truck and wasn't sure when they could deliver it. I was so upset I called the salesman back and told him I wanted my order cancelled now! He said he spoke with the general manager and he said it would be Monday.

The salesman then began to almost beg for us not to cancel the order. Of course, it was his commission he was worried about, not that we didn't have a bed to sleep on that night. He went on to tell me he could not afford to lose this order, it wasn't everyday he made a $5000.00 sale. I told him then why didn't he rent a U-haul or Hertz truck and meet the driver to transfer our bedroom suite and get it to us. He said that was an idea, but it didn't happen. On Monday I told my husband I did not want to deal with them. If he wanted the furniture, he could handle it.

The salesman called on Monday night at about 8pm and said he would be in contact with us by noon on Tuesday. He then called me on Tuesday around 3pm and said the earliest they could get a straight truck was Friday the 27th, which, by the way, is not here yet as I type this complaint. I am exhausted already and have not even seen what kind of shape the furniture may be in when and if we decide to still get it. From the other stories I have read on this site from delivery to quality, I am worried. I think I may still cancel my order.

We are now sleeping in a spare room and going back and forth to our master bathroom for work everyday. I have no idea if I keep the order that it will arrive Friday or not. When he spoke with me on Tuesday, he said that was the "plan". I see how RTG plans work out. All this because there is some incompetent driver out there that has no idea how to drive a truck. I feel for everyone that has had problems with this company. I am surprised that they still exist. As the economy is in a bad shape, I know they will not survive long with the customer service they do not have and the salesmen who don't give a s... for nothing other than a commission. Regardless of what I decide with this order, I WILL NEVER SHOP OR BUY AT A ROOMS TO GO AGAIN AND WILL TELL EVERYONE I KNOW NOT TO GO THERE... THEIR SERVICE OR LACK THEREOF IS TOTALLY UNACCEPTABLE.

I am still in the process of finding the address of their Corporate office to tell them how I feel. I guess this is one reason it is not accessible on the web. They would be too overwhelmed with complaints, and customer service just isn't capable of handling it. DO NOT BUY FROM ROOMS TO GO, IT WILL BE YOUR WORST NIGHTMARE! I have left some details out, but my fingers are tired from typing all the wrongs this company has done.

The price also included ForceField Exclusive Fabric Protection with a 3-year limited warranty. There appears to be no such protection. It is embarrassing for anyone to see it, and I've only had it for two weeks. I am divorced and had to save the money for a year in order to purchase the furniture. I am very disappointed. I called Rooms To Go Customer Service and spoke to a representative (Brittany) after which I felt that I had been questioned by the FBI. A tech is supposed to come to see this furniture sometime on Friday, 2/20/09. The only thing that I feel should be done to the furniture is to destroy it. I have been advised that Rooms To Go do not give any money back, so I am just waiting nervously to see what happens.

I am paying over $1,200 on a defective broken couch that they will take no responsibility for. At this point, I'd like a full refund. I have tried working with them but my couch is defective and to spend that kind of money on a couch that is unfixable makes me angry. It was torn and unraveling when it got to my house. It was documented by the deliverers and I signed it. Please help me. I fear another switch out of the same model couch will just be fruitless seeing as this is a manufacturer's defect in the couch itself.

Table was delivered and it was another two-piece base. They set it up and because the top ring was marble, I figured it was okay. Well, I put the chair under the table few days later and it broke right through the metal base that was actually resin. A few months went by and back I went into the store and lo and behold, there was a table with a metal, wrought-iron base. I purchased it since they wouldn't replace the other, and now I have two wonderful products from them. Well the paint is chipping off the table base along with the chairs; chairs are uneven on the floor and they rock and last night, with the new chair that was delivered to me in replacement of the one chair that was so horribly chipped I demanded a replacement, well, the wood rung broke off and fell on the floor!

I also purchased a sectional leather couch, which isn't leather at all; the stitching is coming out of the third replacement that I have gotten from them. It was the same problem all the time - stitching pulling out of the couch in several different areas. They replaced the chaise part, and the couch part twice and the third time, they replaced the couch section, they dropped it off the truck and didn't tell me and tried to leave it in my house, but I saw it and called customer service before they even left. They agreed to replace both pieces this time as the color didn't match either. Well, on Saturday, 2/14/09, they delivered the couch again and before they left, I examined it and sure enough the stitching was pulled out of the couch section about 3 inches or so and also on the chaise section of the couch. I told the delivery people that I didn't want it. They said to call customer service and they would take care of it, and that they would report it too.

The table base was brought out again and it was worse than what I had so that went back too. I called customer service and they told me that the delivery men never reported any damage to the couch but did report the table. Well, I was furious at this point and said this *** is unacceptable. I am losing time at work, and personal time to wait for this defective furniture all the time. The customer service person got angry and said that I cursed and she didn't have to listen to that and disconnected the call. They were saying that they had to have a service man come out and inspect the couches and then make a determination of whether he could fix it or not. I told them no way. I didn't want any more service men coming and I didn't want a fixed product. I spent my good money and wanted a good product.

Well, I had to call back and talk to someone else, asked for a supervisor, etc. I was told they couldn't do anything for me other than send the service tech and I said again, "No; not happening." I hung up with that one and called back and got another customer service person, Kimmie, to agree to a reselection, because they do not refund money, which is what I wanted them to do. In my opinion, they evidently can't get good furniture. I also told them about the table yet again, and they said come and reselect that too, but they don't have what I want. She said to pick out something else for another room in my house, but quite frankly, I don't want to sit on the floor and eat.

I offered to pay for a service person to come out and the customer service person said they had no way of doing that; we were on our own. My husband and I flipped the table over and he was able to repair it with much mumbling. It should never have gotten to that point. In the past, I have bought furniture from consignments stores that were much better quality!

The service tech was scheduled a week later and he put the wrong rails up on the side rails to make them fit to the best of his ability, while borrowing tools from me to complete the work he was there to do. While he was there, I noticed that the rails were supposed to be mounted to the headboard. Well, the screwheads had been broken off and were lying under the bed. Since the technician's mere feeble attempt to correct our bed issue, my mattress was swapped out three times. It was a pillow top. Every time we called in, it was for the same thing. The mattress felt as if I was sleeping in a hole. Customer service continued to tell me that's normal, but offered me an upgrade! So we went to the storefront and spent almost 2 hours waiting for someone to help us because we had already bought something and everyone was busy helping new customers.

Finally, the manager helped us. He explained that all pillow tops will sink where people sleep. I explained it was causing me pain and discomfort so he suggested I upgrade to a tight top, a mattress without the pillow top cushion that I so looked forward to enjoying. Well, I have had that mattress for a month and it has begun to sag. It too feels as if I am sleeping in a hole. I followed all the proper steps and a serviceman came back to the house and explained he would report his findings and we could get the results in 3-5 days. I called into customer service and they explained the service tech said there was no problem and there was not 1.5 sag. I disagree!

In addition to all of these back and forth conversations that continued to mount up and also the discomfort of this great new mattress, I called Citibank who does the financing and asked them to research the charges and they explained I had a $600 and something credit on my account and a $700 and something charge. Neither of these amounts was reflected on any receipts I have ever been issued or signed for which makes me ask myself, "Is there something wrong here?" Please help! I only want what I paid for.

We found that the corner of the wooden headboard had attempted repair damage and one of 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, 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 there 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. Buyer beware of Rooms To Go. Looks great on the show room floor, but it is not the same as what you will receive.

Now I end up with a table with no glass top. How am I supposed to buy another top since the RTG change their models frequently as the weather does and w/o much thought in the safety and usability of their design? For instance, what happens if a regular customer tries to clean the table from a normal spill? I just hope that this economic slowdown would take them down as a whole and the people that work there would lose their jobs as a result of their irresponsibility. It is a typical tragedy for a big company. It is getting too big for its own good. No one knows what they doing or are responsible for anything.

I called CitiFinancial and spoke with a woman by the name of Kay. She said don't pay the $50.00 until she looks into the matter. I asked over and over and she assured me not to pay until I was notified by CitiFinancial to pay. Come January and I got no response. I called because I got a late fee bill in the mail. I spoke with Linda that day and she said she would waive the late fee, and that Kay should not have told me not to pay. I asked her to please have the phone call pulled from my conversation with Kay for proof. I also told her my couch has been coming undone at all the seams and I don't know why. She said a repair person will be sent out.

The repairman came out, saw the couch was in excellent condition except for the seams unraveling and making the leather tear. He said it's a manufacturing defect and he can't fix it. He told me he would write up the report as a manufacturing defect as that is what it looks like to him. I still have heard nothing on the outcome yet. Yesterday I got another bill in the mail with assessed late fees? I called and spoke with a nice man named Carl (reference #**). He fixed the system and wiped out the late fee. Carl also told me to submit to the dispute dept all that has gone on and request that my account be frozen, and no more payments be made until I get the situation with the no interest changed over to the no interest, no payments until 2010 because that is indeed why I went and purchased the couch or I would not have even gone to the store.

Also because I am paying on a couch that is falling apart at the seams and has a manufacturing defect: 1. I refuse to pay for a defective couch. Please exchange it or take it back and release me from any obligation to the defective couch; 2. Please change my policy to no interest, no payments till 2010. That was the policy I asked for and was taken advantage of by ** and Rooms to go because they knew I was deaf. I did not ask for no interest only. Upon signing and leaving, I said to **, "Now I don't owe a payment till 2010, correct?" ** replied, "That is correct." I asked 2 or 3 more times and got the same reply. My sister was there watching my kids and heard us, saw us shook hands and left. No answer yet. They don't care. They just make the red tape thicker. Any questions, call **. Thank you.

The next week, they sent the same tech out even after I reported him. He came in, took pictures and left. The pictures look like there is nothing wrong because it is pushed together to look normal. He didn't try to fix it and told me to wait for customer service to call. They did nothing! I want to pick something else out that doesn't connect or not connect like this one. I am even going to end up spending more (about $1,200 more), but they still won't budge. If I do not get to choose something else, I am contacting my attorney and they are going to have to replace my tile due to the fact that this couch is not what we bargained for. We have not even made our first payment on this. I wonder if a Rooms to Go employee would accept this.

Then we called back, I would say, three months after. We were told the same thing and again no tech ever came. Frustrated with the situation and fed up, we forgot it for then and had purchased something to cover the imperfection. The payment for the table and the other furniture was due January 25th, 2009. My wife called again (12/9/08) and was given the runaround about the repair. Now even though we had called two other times (within the warranty time frame) we were out of warranty. My wife told me that she informed them that the table had been fixed by an outside party (it was not) and that we were refusing to pay for it. She was so frustrated that she was trying anything to get somewhere with these people. I told her it was a mistake to have told them that because that is what they would use against us (knowing it would void any warranty).

So I, being a customer service rep for a very large company, called to reason with these people... yea right! They were rude and very condescending. I got a manager on the phone who was a female (it's important to the story). After a conversation with her, she said she would have a tech visit in two weeks as a courtesy to us. They called back to schedule a time for the visit which was during normal working hours. They were rude to my wife when she said no one would be home during those hours. She got off the phone with them, called me and asked when I could make it to the house. I told her it would have to be during my lunch which ended up working out. The tech came (he was nice) and added some stain to take the discoloration out and did some small sanding. He did what he could but could not completely fix the table. He said he would note that he did what he could but was not able to completely fix the table. I asked for a copy of that report and he said he could not give me one for one reason or another.

Now the payment was due and I called back to speak with the manager who had sent the tech trying to get a discount in the unfixed table we were about to pay full price for. The first tier CSR said, "Okay, I see where you spoke with Wilson last time." I said, "Is Wilson a female?" "No", she replied. So I spoke with Wilson who was rude to me when I asked for a discount on the table. He told me that he had sent a tech as a courtesy to us and that was all he could do. All he had on the account is that we called on 12/9/08 which was after the warranty expired. I asked him why in our right minds we would not want a table fixed if their drivers pointed out damage. He was very rude and I asked to speak with his manager; he gave me an address of where to send a complaint letter. I asked if he was noting the account about this call. Of course he was; it would likely get him a raise. We paid for the table in full two days later but I intend to send a letter to them and their Chief Operating Officer about my nightmare.

My issue is their staff pointed out the issue; we called twice (not on their record) for repair service; we finally got repair but a table we paid full price for was not in showroom condition. It is to very convenient that they didn't enter info on the first two calls but did the time we called when the furniture was out of warranty. This happens all the time. Who monitors the fact that they are actually entering critical and timely info while consumers are on the phone? If the reported incident will cost company money, I have no faith that it gets properly recorded. You call, spend 30 min on hold, then have to answer a bunch of questions, then only then you get to explain what your issue is. Sometimes these calls can take 1 hr out of a consumer's day and companies bank on our dislike to do this hoping the issue we have under weighs the time we will have to spend to get it resolved.

I called Dell on time to report a hardware issue with my computer. After spending 20 min. on hold, I finally got to speak with someone, spent 30 min. explaining to him what troubleshooting I had done and he still wanted to go through his checklist before he could determine what the issue was. "Let me just note that", he kept saying. He asked me to get another monitor and do some more tests to completely rule out one possible issue. He was going to call me back at 4 pm on Sunday (he would be there). There was no call on Sunday. I called back and there was no record that I had ever called to report my problem. The new lady tried to walk through the same bull. I stopped her, explained to her just as I had a day earlier, that I had worked at an IT firm and had worked with Dell techs many times on their troubleshooting procedure.

I had done all on their checklist and had even been instructed to do a few more tests by someone a day earlier. I told her what the problem was; I told her I was not going through the same thing again. It's just another example of how info does not get recorded when you call in to these 1-800 customer service numbers.

When just over a year later, my leather ottoman began to develop a small tear. I called and was told there was no such warranty and the warranty I purchase was for stains. Obviously, I was very upset and asked to speak to a supervisor. The supervisor said he would send a technician to my home to look at the tear. The technician stated the product was obviously defective as the leather was too thin and he would order a new cover for the ottoman. I was very happy until I received a call a few days later and was advised that since I was past the 1-year warranty, they would not be ordering the new cover, and the technician did not have the authority to tell me such things.

I placed multiple calls to multiple people at Rooms To Go and received no assistance. Since then 3 or the 4 pieces all have tears. We rarely use the furniture so I'm sure if it was heavily used, there would be even more tears. I still owe over $2,200 for this furniture that looks like garbage. I have packing tape on the tears to prevent them from continuing to tear. It is heartbreaking.

At this point, I requested, at my expense, for the unit to be delivered. The manager advised that Rooms To Go does not deliver items sold off the showroom floor nor do they work with a delivery company. I was advised that the transporting of the sectional would be solely my responsibility. I advised that I would pick it up on Sunday, January 18th, because I would have a few of my friends with trucks available to help me move it before the playoff football games. The manager informed me that we could not pick up the sectional until Tuesday, January 20th. Rooms To Go wanted to retain the display, at my expense, until their January Clearance Sales event was over. I was initially opposed to the idea, but I reluctantly agreed. I informed the manager that I have a small truck and I would transport it. I would move the sectional after work and I would have to do this over the course of two or three days since I work during the day & would not have access to other trucks.

The manager firmly told me that he wanted the sectional moved at one time & if I could not move it at one time, I should consider take my business elsewhere, or as he put it, "This sofa may not be for you?" I took his advice. I could not tolerate the Rooms To Go experience any longer. Needless to say, we didn't buy the Cindy Crawford sectional. It's amazing that no consideration was given to accommodating a non-complex customer's need. I am so excited that we did not spend our money at Rooms To Go! We have found a custom leather sectional that offers us a variety of colors and a unique style. We are spending a few dollars more and we are getting a custom piece of furniture and our business is appreciated and respected. I will be very interested to see how long Rooms To Go survives in today's market being insensitive to the needs of their customers.

About 2-3 months after RTG warranty expires, the front part of the couch (where the backs of your legs would touch) started to bend outward. I'm not a big girl so no reason for that to happen. I called extended warranty and they sent the tech out. He looked at the couch and stated that they had issues with this manufacturer and this couch breaking as it did the two times we called it in. The couch was replaced under the extended warranty without any issue. Now, two years and three couches later, it has broken again, just like the first time. I called to get this fixed under extended warranty and they told me I could only replace the item once even if it's broken. That's one crappy warranty for over $700.

I called the customer service number and discussed this with them back in the early part of December 2008. I have talked to multiple people who were very helpful and I understand they can't control the outcome. As of today, January 15, 2009, I do not have a resolution to this problem. I'm waiting for a phone call and have left several messages. Someone called and was supposed to call me back at work but never did. I have a feeling I'm going to hear the same old you can only exchange the couch once under the warranty song and dance.

In all honesty, I thought RTG was a decent company but now I'm finding out their promise for excellent customer service is just a promise that is never fulfilled. I am at the point of loading the couch up on my truck and dropping it off in front of one of their stores. They can deal with it from there! Maybe I can sit out on the corner with the bad couch and a sign showing people what they get from RTG. I'm going to start looking into the lemon laws of Texas and see what my options are. I may even call the news station and let them know what's going on. Nothing like a little bad press to keep people from shopping somewhere!

I answered it and told RTG CS that they just dropped off the furniture in boxes - no assembly? And I'd like a credit since I've paid for assembly/delivery - she said, "No, if driver left, we can't." I told her that he was in front of my house telling me to answer my phone. I asked for supervisor - she said they will tell you the same thing? Really? I told her to credit my account and take the furniture back; if this is how I am going to be treated there's no reason for me to keep the furniture. She said that she can't but would call the store. Omg! If it's not resolved, I'm sending emails to BBB and local media.

When I finally spoke to the store manager, she agreed to give us an 80% refund and 20% store credit. This was not acceptable to me or my husband. They have had our $1700 for a week. We have no furniture yet and just want to cancel it. They still refuse! I notified my credit card company, but they do not sound hopeful that they can resolve this through dispute claims. I am at a total loss. In addition, the rude way I have been treated is unbelievable. In this economy, it would seem to me that a company would want to keep a customer rather than just the one sale they might or might not get from me.

As I explained to Brittany that this was not an option since this was a Christmas present. I needed it there before Christmas. I asked them to just pull hardware from another set and FedEx it to us and my husband would put it together; but that I felt we were owed our delivery fee back. I never heard back from anyone. Christmas came and went, and my 13 year old daughter had nothing to be excited over. I then called back the Monday after Christmas and had to explain my situation to another rep. She was going to look into it. I never got a call back until a week later saying all they could do was a $50.00 in store credit.

I called them back and had to speak with someone else and let them know that I was not sure that I would be coming back to Rooms To Go or Rooms To Go Kids - granted I have spent over $10,000 with them furnishing our house. No one ever once acknowledged that this was a Christmas present, never said “I am sorry” or tried to help with a solution. Oh did I mention that the first driver ran through our yard with his truck and tore up our yard. Well that is a whole other story that no one seems to care about either. Rooms To Go tells you to deal with the carrier; but when you get no resolution, they should step in. Basically, if you deal with Rooms To Go and you have a problem, you’re on your own because their customer service department does not care.

Three hours went by. I called Customer Support. The technicians do not have these special bolts on their trucks. The bolts were to be shipped overnight from the Dallas, TX warehouse. Saturday came and there was no overnight package delivered. I called Customer Support. It seems that the clerk did not send the email to the warehouse until Saturday morning so the package did not go out and that it would not be shipped until Monday, 12/22, for a Tuesday delivery. I discovered that the Queen nightstand wobbled and that three of the King post caps were damaged. I called Customer Service. They are adding the end caps to the same shipment with the new chest and the service technician will check out the night stand and see what the problem is.

Tuesday came and went with no overnight delivery. I called customer support and they said that they didn't know if the package was shipped or not and that they did not have any way of checking. I requested that a supervisor call me. They also said that the end caps were not included in the same delivery as the chest. I wrote a scathing email to the service department and Lisa ** called me. She told me that she was a supervisor and that she was going to have a meeting with all customer support people who spoke with me and that she would personally handle my account until everything was delivered and set up and that she was going to credit me all delivery charges. The hardware had not arrived and Lisa ** said that they discovered that the warehouse did not have any hardware and that she had them opening all of the Iron Burl furniture sets to find hardware.

The week of December 22 - the Iron Burl chest was scheduled for delivery on Saturday, 12/27. That day arrived and I received a call from the warehouse telling me that the truck broke down and that all deliveries were canceled. Lisa has not returned my call. I have left her approximately four (4) messages to no avail. The hardware finally arrived. I called to have the service technician come out and get my bed assembled. They could not make an appointment until January 15th because it requires two technicians to assemble the bed and they don't have two available at the same time until the 15th. The post caps - remember them? They were not delivered with the chest. They are not going to be delivered until January 14th.

When the delivery schedule people called me to schedule the Iron Burl chest, they were totally confused. They thought I was getting a pine chest and the iron burl chest. I told them I already had the pine chest, were they talking about the night stand that wobbled? - No, the pine chest. I told them that it was in the bedroom and I did not need another one. The chest was delivered January 6. The drawers only open half way. I have a call in to the service department about that. They said that when the technicians come out on the 15th they will take a look at it. This has been the worst furniture delivery experience of my 61 years on the planet and I surely hope this company gets their act together.

Additionally, our 4-hour delivery window was missed. They arrived 45 minutes late (7:45pm) and complained of being overbooked. 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 scattered throughout my loft and kid's bedroom. 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 one day later. The second delivery was scheduled nearly two 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.

A nice looking lady and two salespeople came over. The manager began her spiel about the warranty. I told her that I was not interested, I had already listened to the salesman's pitch and I did not want the warranty - just the chair. My salesman turned around and told the other two salespeople that there were too many people standing around. I informed all of them that they were too pushy and followed my salesperson to the computer to check out. I told him that if they continued to be pushy they would lose customers. The salesperson then told me, "Be nice!" I was not yelling; I was not cursing; I just was expressing my disbelief as how I was being treated.

I told him I was the customer and that it was his place to listen to me, if I did not want the warranty, he should not argue. He again started his pitch. At that point, I told him to forget it and I walked out. After reading all the comments about Rooms To Go service, I am very glad I did not purchase my chair. The salesperson lost a sale over a $40 warranty! I called the store when I got home and asked to speak to the store manager. I was told he was on the floor. I asked if he could ask him to come to the phone. He said no, but that I could call back - I asked, "What if I get you again? Could I hold?" He said that I could hold as long as I wanted - and then he hung up on me. I called back and got the same service. I have told everybody I know my story and will not recommend Rooms To Go to anyone. You'd think in these times, they would bend over backwards to please their customers.

I then followed up with ** at headquarters, whom I originally reported the problem to. She was very rude, condescending, discourteous and neglected to help me further as she claims to have only taken and returned my call out of courtesy. She claims someone called my home and cell after the tech came to the house and that is not true. I have been a customer of Rooms To Go for many years and should have been treated with courtesy. They should have worked with me amicably to try to resolve this issue as the tear on the furniture is coming from the back of the furniture, and it is not from wear and tear. As well, the springs started coming through the fabric and this is something that is not supposed to happen to a furniture piece that is only a year old.

I have other furniture pieces in my home from Rooms To Go which are much older, and none of them have come apart like this one. I have pictures and will be more than happy to provide them if requested. The tears are getting larger as the days go by because we have nowhere else to sit in this area of the home, and Rooms To Go refuses to address the problem. I have a debt of $2,109.97 on my Rooms To Go Account for furniture that is torn and is of poor quality. I would like for the furniture to either be replaced with good quality furniture or for them to refund my account for the full amount of the purchase ($2,109.97).

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 not 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 about 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. Headboard will be delivered a week later... The saga continues.....

Customer Service never called and after 5 phone calls to them and the manager of the store that sold the item to us, the best we get is a December 31 exchange date. Customer service personnel were rude, short tempered, and refused to honor the satisfaction guaranteed policy of Rooms To Go. We were instructed to keep the kids away from the chesser? On Christmas Eve, as my 4-year old son and my 6-year old daughter walked past the chesser to place cookies by the fireplace for Santa, the door fell off and pinned my son to the floor.

All we want is to get this hazardous furniture item out of our family room. It has been 12 days since it was delivered, there has been no pick up. In the receipt pocket, it states "Our policy is your complete satisfaction". Considering our experience with Rooms to Go, this is a blatant example of false advertising on behalf of this company. Also printed in the receipt pocket it states "We guarantee that the merchandise you purchase will be in showroom condition upon delivery"? The item, when in the store, did not have the doors falling off the front, nor did it have the scratches.

That item should never have been left at our house considering the condition it was in. The sales person and manager of the Rooms to Go have had absolutely no influence over Customer Service, the division that handles exchanges and returns. Although we received wonderful service prior to the delivery of the furniture piece, we have experienced only the worst customer service since the item appeared in our house.

We would like Rooms To Go to honor their promises as printed in their receipt pocket and on advertisements. If quality furniture items and quality customer service are promised then they should be delivered. We also would like to return this furniture item and receive a full refund for the item, the tax, and the delivery charge. This is not a small time fly-by-night web business, this is Rooms To Go. They should be held accountable to their promises.

We received the call two days prior to w/the delivery date and time frame confirmed. The delivery men did arrive as scheduled and after working in the bedroom only a short while, informed me that they could not put the bed together due to a defective footboard. They informed me that I would need to contact Customer Service and re-schedule to have another one brought out. I explained that this was unacceptable because of the holiday season I could not arrange to take off work again as well as just receiving a phone call regarding the death of my step-mother, I would not be in state and would need to get this resolved that day since the Distribution center was approximately 10-12 miles away. Drivers called their Mgr and was informed that they could not do anything. I called customer Care in the Florida call center and speak to Supervisor Bonnie who was very rude and hung up on me. Stated that they could not do anything different and they would not go outside of policy to meet my request.

I called the store and speak to Mgr Dan who was very uncaring. He stated that I must have expected him to leave his store to address this issue which he could not and would not do. He said that he would send an email to the Delivery center manager and request that they send another team to meet the previous delivery men back at site and put bed together. This all happened around 8:30 am that morning. I never received a callback until around 2:30 pm and it was a call from the Delivery center which they hung up before I could answer. They left no message, however when I called the number back I received a recorded message stating the center was only open Mon – Fri, 8 am-5 pm.

I called the store back and speak to Anthony who informed me that the Delivery center were calling to inform me that someone would be at my home within an hour to put bed together. I was pleased with this and waited a while and still no one showed up. Approximately one hour later, the same delivery guys returned and stated they were not sure why they were send back. They stated they told them as well as they explained to me that they had the same defective foot board in their truck and it was nothing they could do. I called again and speak to Dan at the store who denied telling me another team would show up and just continued to make excuses.

I explained that if problem was not resolved, I would file a complaint w/ BBB, Atty. General and also tell every customer online and in his parking lot if I ever returned to the store. He stated: “Since you want to cancel your order I can have the delivery men pick up furniture now.” I informed him that would not happen until my refund was received. I explained my disbelief in the customer service rendered from a company of this magnitude and explained I would never do business with them again. Dan’s attitude was very poor and not customer friendly at all.

I explained to him I could not understand how they could waste time sending the same delivery men out w/ the same defective part, but could not have someone to meet the men possibly halfway w/a new part prior to sending them back to my home. He could not explain that and only responded w/the same line. “That is not the way it work. That is against policy. We cannot send the delivery men to the Warehouse to p/u a part since they were already out on their route,” but they yet sent them out (detoured) from their route to return to my home w/same defective part. When they returned, they never took the old part off the truck and stated they were not sure why they were told to return when they informed the dispatcher that the foot board was defective and that it would not work.

Now, my entire day wasted and still no bed to sleep in. I also received a $60 mattress protector w/the order that I never ask for nor was I informed that it was a part of my order, however I was charged for it on the invoice. I later spoke to a Mgr at the same store that night. (Mr. **) who was very apologetic, very professional and inquired about what he could do to retain me. At that point I was beyond retaining. I scheduled a p/u and a refund of my taxes/delivery charges put on my visa and a cancellation of the entire order w/the finance company as well w/ the exception of the mattress set which they could leave that charge on the bill w/the finance company.

He informed me he would honor my request but would need to check on the restocking fee that I could possibly be charged for cancelling the order. He did this and called me back to inform me they would not charge a restocking fee, however I would be charged the delivery fee and taxes for the mattress and that would be deducted from the refund that would be put back on my Visa.

He stated he had made the refund request to the visa and should only take 3-5 business days. He called back on Monday morning, Dec. 8th to confirm that the pick up was scheduled for Wed. as I requested and they would later call w/ time slot. I paid someone to stay @ my home on Wed. However when they arrived the delivery men refuse to pick up the bottom section of the Armoire. They informed the lady at my home that it was not on the invoice and they would get in trouble if they took it back w/other furniture.

They called the distribution center and speak to a Lady (Lena or Lisa) who was very rude to the lady at my home. She yelled at her more than once. After my friend contacted me, the representative from your distribution center informed me of the problem and in a very unprofessional manner informed me that she couldn't get the lady at my home to understand that. I informed her that they must take all of the furniture because I did not have room to store it. She refused and put (Richard) on the ph who stated he was the Mgr. He explained that if the delivery men brought that piece of furniture with them they would have to purchase it. I informed Richard I would call the store.

I called the store twice and finally speak to Dan who pulled my order form and confirmed that the piece of furniture was never listed on the invoice and this is why they could not pick up. I informed him I was out of the state attending a funeral and if they did not pick it up while at the home I could not assure them when they could return to pick up. With that said he stated he would go ahead and call the Dispatcher and inform the drivers to p/u. After checking my acct all weekend for the refund, I called Customer Care on Tuesday, Dec. 16th and inquired about my refund to my Visa. They informed me that it was credited to the visa, in the amount of ($377) on Dec. 6th. As of today, Dec. 17th, I am yet to receive a refund to my Visa card. The customer care rep stated that the refund process is 7-10 days.

A copy of this letter will be mailed to the BBB, Atty General and I will be filing a small claims against this company if a respond and some type of resolution is not completed within 5 business days. Thank you for your time.

To my surprise, this guy came with a bottle of captured, I guess it is the same as resolved. The guy wet up the dining chair with this liquid, told me to let it dry and get a professional to clean it. Then Rooms To Go would come out again and spray the protector over it again. What a big joke. I call Rooms To Go again to explain the situation. The service rep told me I have to have them professional clean and Rooms To Go can't help me until I do so.

I called in about two weeks to find out the status and was told by customer service that RTG tech reported there was possible customer damage! I requested a second opinion. The following week, another tech was sent out and he evaluated the box spring and mattress and agreed that both were defective (thread was coming apart from the underside of the pillow-top).

I inquired as to why the previous tech would write something like that in his report without asking me any questions reference the damage. The second tech told me that is their job to report the findings unsubstantiated! That if they didn't they would get in trouble. I find that appalling that a reputable company such as RTG would result to such tactics!

In agreeance, the second tech said that he would not include anything stating customer damage, that both pieces were defective. In two days, I call C/S to find out what had been determined, only to find out the claim was denied (same lingo "possible customer damage" per tech). I became irate and demanded a copy of the report to forward to my attorney. I was told I wasn't privy to that information, that that information was only for the company to see.

After discussing the issue and arguing my legal right and requesting to speak to a supervisor, she (c/s) decided to honor the box spring and not the mattress. She said the mattress didn't meet the criteria for defect. I requested a copy of the warranty to be faxed to me and I am still waiting and that was 2 weeks ago Friday (11/21/08).

My daughter called and someone told her they would not be able to make delivery until 12/20/08. I have paid for this merchandise and it is not my fault the sofa is broken when delivered on two occasions. The gentlemen my daughter spoke with name is Trenton and I spoke with Crystal. I believe that Rooms To Go does not care about the customer. Crystal lied and said I cursed her and also lied about getting my delivery as soon as possible. On 11/29/08, I called the store and they said 12/3/08 is my new delivery date. I was also told that a store supervisor would call me back but I did not receive a call. They say all calls are recorded so I would appreciate it very much if you would review their tapes.

I found a reputable upholsterer, took pictures of the spot on the arm and she had said if the furniture was only a couple of months old, RTG ought to be able to sell me a yard of the material or even a new arm. I stopped at RTG showroom and asked if that was possible, observing they were still selling my exact same set. They said they would call customer service for me and get back to me. After three days I called the store, they told me, I had to call customer service again. I did. After trying to explain to the customer service what I had wanted, she transferred me to her supervisor (neither of them were very pleasant) she gave me the address to order the new arm, and the amount I would have to pay for the arm, which I expected it was my accident, also made sure that I understood RTG would not put this arm on, and that my warranty was canceled.

Seven months later I received the arm, I opened the box unwrapped the plastic to find the arm I had awaited for 7 months to find they sent me one with what I think is a used. It has Black marks or stains on it. I am so disgusted with RTG. This is a store that you cannot talk to anyone in authority, they just constantly bounce you back and forth. If I bought a car and dinged the door or a stone flew up and hit the windshield and had to have it repaired, I wouldn't expect my warranty to cover it or be cancelled over it.

They inform me that they tried verifying with me on two separate occasions, and finally did contact me on the third attempt to verify appointment. That is a lie. If I requested that they come out after 5:00 PM when I get home (the only time I am there), why would I advise that between 10:00AM - 2:00PM is good? Who did the verification? During the whole ordeal with Rooms To Go, I have encountered many misfortunes. I was lied to, and above all, I have no control of what is documented and scheduled on their end. I can only control of what is on my end. I had the misfortune in dealing with Rooms To Go. The professionalism, communication, and scheduling are not up to par. They need drastic improvement in these areas.

Because of their expertise, I will not ever shop back at Rooms To Go, and I will advise all of my friends the same. I have experienced a bad taste with them. I have spoken to sales, Customer Service, and Management now, concerning a pick up and refund. They will not refund any of my monies, or take back what I purchased. It is only 8 days old now. Appears that once they have your money, you are history and forgotten. I advised that I would deliver the furniture back to them for a refund, and was advised by the Supervisor (Debbie) at the Rooms To Go in Austin, Texas at Lakeline Mall that if I did bring back my furniture and dropped it off, that she would call the police and have me in jail for dumping trash and garbage on their premises. Is that what she considers their new furniture to be (trash and garbage)??? I am at ends meet with them. I now have damaged furniture and can do nothing of it whatsoever.

I had called and asked to speak to a manager now three times, but having to leave a message for the manager to call me back. At this time I have received no callbacks, with the third request going in today. The managers do not return call backs. AGAIN, AS I STATED, once they have your money, it's a lost case on getting satisfaction. I have since called back and scheduled another return trip for 12/3/08 after 5:00 PM. I asked if I could get a confirmation on the schedule, but was advised NO. I also asked if I could get a secondary person to verify that the scheduled appointment would be 12/3/08 after 5:00 PM. She did not allow that. SO, I guess I'll just wait and see if they show up or not.

I was just trying to get a document indicating my scheduled appointment since they can not schedule correctly and accordingly. I wanted a written document to advise and show, since Rooms To Go continue to argue with me concerning my previous scheduled appointments. Now, what is wrong with this picture?? Do you see a Customer Service problem????

I called Rooms To Go on Nov. 25, requested the status of my stains. Ms. ** stated that I would have to pay for the cleaning by a professional and then Rooms To Go would reapply the stain protector again. This greatly upsets me because I would have never paid the additional money knowing that Rooms To Go does not live up to the terms and conditions. The sales person at the time of purchase informed me information (which is located online) about the stain protection is:

"Protect your furniture investment with the FORCEFIELD FABRIC PROTECTION PLAN from ROOMS TO GO. Your furniture will be professionally treated before delivery to resist food and beverage spills that occur in most households. Food and beverage spills must be cleaned as soon as possible with ForceField cleaner. For online purchases only, the cleaner will be sent to you separately via UPS. Replacement bottles may be obtained by visiting any showroom. In the event that the spill becomes a permanent stain and the special cleaner sent to you does not remove the stain, under the terms of this limited warranty, ROOMS TO GO, at its discretion, will provide the following services:

Have the stained area cleaned, and surfaces re-treated by an authorized ROOMS TO GO technician at no cost to the original owner. If the stain cannot be removed by an authorized technician, ROOMS TO GO will re-upholster the stained area. If step 1 or 2 cannot be accomplished, at ROOMS TO GO's discretion, the stained piece will be replaced or the owner may select a new piece of furniture equal in value and quality to the original."

Rooms To Go wants the customer to paid for services that should have been provided under the warranty.

So we went ahead and put the living room suite on lay-a-way. Today we went in to cancel our order and obtain our money back. We were informed Rooms to Go does not permit cancellations or refunds, something my wife and I were not informed of during our initial visit. What they offered was an in store credit. This is a deceitful business practice and I want my money back. Tomorrow, I will contact the store manager and plead my case.

Again, no refund and they don't sell just box springs alone. We would have to buy the set. I asked why then we were told we were purchasing a box spring, and they said we were misinformed. I am livid!! On another occasion, we bought a bed. Within a month, the boards that support the mattress (box springs and which are wood) snapped giving the mattress no support. We spent a small fortune at Home Depot finding strong Oak planks to replace what should have been steel supports to begin with. RTG could care less, they have their money.

So I had to call and schedule a delivery for another table, two weeks later. Which was today. They brought in a box that looked even worse than the first one. Why would you even put something that looked like that on the truck and take to a customer is beyond me. So now I have to wait another week and hopefully they will get it right but I have my doubts. I did call customer service and insisted I speak with a supervisor, she kept telling me that I needed to stop being rude and she may help me. I finally told her she need to listen to me and put a supervisor on the phone. After two calls later and finally getting to speak to a supervisor, I still did not get any satisfaction, she kept telling me they would compensate me for my trouble. I am totally baffled as to why anyone would put their product on the truck to deliver to a customer that looked the way it did. We will never, and I mean NEVER shop at Rooms To Go again. I have lost two days of work, and will lose another day of work for the next probably disastrous delivery.

I suppose what upset me most about this was that this policy was misrepresented to me by the salesman. I had explained to him that once I purchased a sofa that was comfy in the showroom but when it arrived at my home it was hard and uncomfortable and stated that I would want to return the sofa if that situation repeated itself - he replied that he knew it would be fine because he would not be wanting to write a pick up ticket (indicating that the sofa could indeed be returned). The next day, thinking back to the same problem my husband returned to the store to ask if the sofa was returned was there a restocking fee - the salesman's reply was that there was none (once again, he never indicated that you had a no return policy but by saying there was no restocking fee indicated that items could be returned).

After several days of arguing with two VERY RUDE store managers who would do nothing about my problem, my husband spoke with a customer service representative who did offer to issue us a store credit. That is all well and good except that there is nothing else in the store that suits my needs and without the original price of this sofa refunded I can't afford to purchase a new sofa. I feel angry and cheated by a salesman who misrepresented a store policy and two managers who would not back up a customer. I feel I have been duped, lied to and cheated.

I call back and of course he doesn't pick up, I went to my office to check my vm and customer service at Rooms To Go had left a vm that said the guys were at my house. Well I called the guys back again and his vm was so thuggish it wasn't even funny, so I was definitely not going to leave that thug a vm, I mean he could barely use proper English. I called customer service back to explain to her that I have already waited 2 mos to have the couch delivered to me. The delivery guy didn't even have the decency to leave a vm or to answer his phone and I complained that they are not customer centered at all. I feel like I am on their schedule and I chose to patronize their store, there are a lot of furniture stores out here but I chose Rooms to Go and make a purchase and the thanks I get is "Your order will now take 2 days to be put back into the system and then we will redeliver on the next available date."

Rooms To Go will not get my business again. The customer service is horrible!!!! They do not call in advance, you have to have OSMOSIS and request a courtesy call if you want the delivery guys to call you on their way to your house. Well, DUH, if you are a first time customer, how would you possibly know that they are idiots who don't have the professionalism to call first? I spoke with the store manager and got the same response from him that I got from customer service, so I guess I can say at least they are all in sync when it comes to not being customer-friendly or customer -centered.

I explained to the manager Mark, that it is totally unfair that I have to miss hours at work because they are running a "spin the bottle" delivery service you know, "Whatever time we land on that's it and if you miss it, oh well." I explained to the manager that if you are giving the customers a 4-hour window and expect them to be home, then make the delivery guys be on that same schedule, they gave me a time frame of 1-5 pm, but the delivery guy got off at 2pm???? Are you kidding me? I think they should have them on call between those hours. They totally inconvenience the customer but when you walk in the store, you have to beat them off with a bat to leave you alone. Rooms To Go Customer service and Delivery SUCK big time!!!!!!!!!

I was unhappy about having to protect the entire day until a few days before delivery, when I was to receive the call notifying me of my four-hour span. I believe that the sales staff lied to me about the four-hour span in order to get the sale, since I had communicated to them that I was tight on time. Now they have me by the short ones, and there's little I can do at this moment to fix it.

September 13, 2008, we had a hurricane in Galveston. I called the store, when I was still out of town unable to return to Galveston, to let them know that they could not deliver my furniture. They told me okay and to call when I returned to my home. I called when I got back and they said they would pick up the set I had and deliver my new set on October 14, 2008. They never showed up on that day. I called and they rescheduled for the next week, October 21, 2008. I waited again all day. I called my daughter and asked her to call and find out what happened. She called 1-800-766-6786 and spoke with Britney.

After some haggling she finally got Britney to call the dispatcher to find out where the truck was. The dispatcher claimed that the driver called my home and my daughter's home and left word to be called. That was impossible. Lines are still down in Galveston and my phone was not in service due to the hurricane. My daughter was home and never received any call. Britney came back to the phone and relayed the message to my daughter and said she would definitely report the driver and dispatcher for the lie. She told my daughter she had to wait 48 hours to reschedule my delivery but that she (Britney) would request the delivery be made on October 28, 2008, the next week.

My daughter called on October 24, 2008 to reschedule the order. She reached a girl, Melinda or Melissa. She explained that she wanted to speak to Britney so she would not have to re-explain the situation. Melinda/Melissa said that Britney was not available and she would help her. My daughter then explained the delivery problem and she was calling in to reschedule for October 28th, next Tuesday. Melinda/Melissa told her that was impossible and the delivery date would be November 5, 2008. My daughter explained the problems that I had encountered with this order and told her November 5th was unacceptable and Britney had said she would get it delivered on October 28th. In the following minutes that ensued my daughter and Melinda/Melissa had a talking match with each other talking over the other.

My daughter stopped and said she wanted to speak to the Supervisor. Melinda/Melissa asked her why? Then another war of words and my daughter insisted she wanted to talk to the Supervisor. She waited about 5 minutes on hold and then Britney came on the phone. This is the girl she had spoken with on Tuesday, October 21st. Britney told my daughter that there was no way the furniture could be delivered on the next Tuesday the 28th of October. My daughter told her that she (Britney) had been the one to tell her she would make sure the furniture was delivered the next week. Britney said yes, she had said that, but she could not help that the truck was already filled.

My daughter asked what the supervisor's name was and she said it was Doug. My daughter asked to speak to him. Britney said, "Please hold." After holding for almost 10 minutes the frustration was unbelievable. Again Melinda/Melissa came on the phone and said she would put in a request that my furniture be delivered next Tuesday, October 28th, but that there was no guarantee that would happen. My daughter asked who the president of the company was, Melinda/Melissa said it was Jeffrey Stevens. She told my daughter she could his address and email on the Rooms to Go Web site.

My daughter went on the Web site and looked and told Melinda/Melissa that there was no information at all about the president. She asked Melinda/Melissa for his address and she gave the information to my daughter. Again my daughter asked to speak to Doug the supervisor. She was again put on hold and Britney came on and said that she would put a request in that the furniture be delivered next Tuesday October 28th. My daughter had had enough. She said thank you and hung up. All we can do is wait till next Tuesday to see what happens.