Rooms to Go Reviews

Called RTG and was told they were out of stock and would deliver on December 16 and January 9. Keep in mind that I was told that they were in-stock when I placed the order. I spoke to Jerry Alderman who assured me that the order would be delivered in full on December 16. On December 12 I was called and told the order would be delivered on December 23 and that December 16 was the day the truck was being loaded (I have no idea why RTG would think I cared when they loaded their truck. I explained that I would not be in town on December 23 and they said that was too bad and that they didn't know when the next delivery would be made. I hired someone to house sit during the December 23 delivery window. Today, December 19, RTG called to tell me that the truck had been involved in an accident and that the delivery would now be made on December 31.

This is not acceptable as my father does not work for Rooms to Go plus we paid $240 in delivery/setup fees. The accessory items that we purchased to include coffee tables, end tables and lamps, were not assembled as promised by the sales rep and manager of the store that we purchased the furniture from since we had such a "large" order. These items have not come out of the boxes to this day because they were suppose to be set up. We were very disappointed with the quality of the items that we received as they were severely damaged.

All of the items were damaged from the china cabinet glass being scratched to the paint being uneven or the paint missing in areas on the china cabinet and buffet. There are even signs of water damage where the company tried to paint over. We called customer service as we were instructed and they sent a service tech out to their home to view the damage and write a report. We were notified by Rooms to Go stating that they were not going to replace any of the items. This company has breached their portion of the contract as they are obligated to deliver the items in good condition plus I have a warranty on all items for one year. I feel that since they have breached their portion of the contract, the contract should be null and void since I have held my end of the bargain. Something needs to be done to this company as their are using deceptive practices to sell furniture.

We have since had four more deliveries of damaged furniture, and still do not have a complete bed set, a damaged armoir or completed entertainment center. I have called the customer service number only to be tranferred from one person to another, not called back when I have requested, and been told that there is nothing that can be done except for me to wait until the next week. It is now December 14. Rooms to go has demonstrated to me that they are only concerned with the sale and not the service after the sale. With the exception of one person we have spoken to, every representative has been rude, sarcastic, and not helpful in any way.

I purchased the companion loveseat from the outlet center and it sat fine (except that the springs were noisy which I couldn't hear in the store). During the Thanksgiving holiday we had guests over and again as someone sat on the sofa we heard a BIG crunch. Loud enough for everyone in the room to take notice. That's when it dawned on me that it's not my imagination. These pieces have been in my house for only 2 months. I haven't even started paying for the loveseat yet and they are both broken.

My husband and I turned the sofa over ourselves and took the bottom covering off and discovered that it was a wooden support part on the side of the frame that was broken in half. There's nothing we can do about the sofa since it was purchased at the outlet center but I called customer service about the loveseat being suspect for the same problem. They scheduled a tech to come out within the week. He lifts up the cushions and feels around under them with his hands and says "I don't see anything wrong, call back if you hear the sound again"!

I had to insist that he turn the loveseat over and examine it in the area where I heard the sound. He turned it over, felt around again with his hands, with the bottom covering still on and again says he doesn't feel anything out of the ordinary. I insisted again that he remove the cover to be able to see into the underside of the sofa, he reluctantly did it and sure enough the same side support was broken in exactly the same way. This is well within the 1 year warranty period and I haven't even started paying for the $600 loveseat yet and I have 2 pieces of broken furniture in my den.

RTG is only offering to send out a new one. I think a track record of 2 different pieces, purchased from 2 different stores incurring the same damage in one customer's home is a track record that says this is not an isolated incident as the customer service person tried to tell me. I find it hard to believe that my 2 pieces are the only ones that have issues. Obviously this collection is a badly constructed design and will not hold up. This is workmenship and/or construction that should be covered under warranty for a REFUND not replacement. I want my money back!

The furniture has not held up well and the last of three "furniture technicians" they sent out ruled it as "normal wear and tear", which means they will not replace or repair it. I paid $450.00 for the chair and $250.00 for the ottoman.

I feel like I have lost $700.00 because now the chair will have to be replaced and I haven't even finished paying for it yet!

I now have no furniture and I am embarrassed no end. I still see that little smirk on the sales guys face. I feel as though I was singled out because my husband is serving in the war right now. Another thing I must worry about.

Delivery of the bed was this morning. The men came at 7:40 am. They worked on it for about 40 minutes before they called to me. They said that some of the hardware was missing and that the set up I wanted (desk to the left) wouldn't work - that the holes that were there would not accomodate that configuration. I said that the other configuration option was unsuitable and that I needed to return it. They said that they couldn't put it on their truck but that I would need to call the customer service and a return order would be issued.

I called customre service and explained my situation. She took down the information and said that they could send out the parts. I said that I didn't want parts - I wanted them to pick it up. She said that she could only order parts and send a technician. She said if I wanted a return, I'd have to call the store. So I wait until the store opens at 10 and call (long-distance) to get a return order, which until this time I thought was an option. The person with whom I spoke THEN tells me that they offer only repair or replacement, NO RETURNS.

I explained to her that the bed that was delivered, while it is the same that is in the showroom, will not do because the delivery guy said it couldn't be configured the way we needed it. She indicated that the delivery guys didn't know what they were doing and indicated that they have had problems with delivering kids furniture to remote areas. I asked her why, then, do they sell to remote areas if they can't get qualified people to deliver and set up. I also asked why the delivery guy assured me that I could get a return order and she said that they probably said that to get out of the house. As it stands, I have a room full of pieces and parts, no bed and no satisfaction.

First of all, my son has no place to sleep tonight. Because of the dissarray in his room, I can't even get to where his clothing is. He'll have to sleep in his clothes on the floor. Then there is the emotional impact - he's upset because the loft bed he was anticipating is not there. I'm upset because I have had lousy service and nobody is concerned with my satisfaction.

My son weighs about 116 lbs. He slept on the furniture every night until Dec.2nd 2001 he was in bed when I heard a crash. I went to the room and there he was in the left-hand corner of the bed up towards the head board because he says that when he went over to that side the bed just fell apart from the side rail on the left side.

Now before this occured the chair to the computer desk that I also purchased with the set was broken and I was expecting a service man to come out on the 4th of the month to fix it. I called customer service with the complaint and to ask the man to have a look at the bed at the same time that he looked at the chair.

Service man came as promised and looked everthing over and said that someone will contact me in 3-5 working days. Well this call never came. I called them and was told that the report read that the items were not repairable due to customer misuse. I asked the lady on the phone why was't I told this by the service man? she told me that he did not tell me about it because he did not want an argument. Well I contacted the local store manager and he said that another person will come out to look at the furniture and that I will be satisfied because at this point I am extremely angry.

The 2nd one came as promised and looked over the furniture and implied that I had been trying to move the furniture and that was why it fell apart. I said that for the cost of the furniture I should be able to move it if I wanted to. Although I was not trying to do that because the way the room is set up the furniture is a such a position that it can't be moved.

I was able to reach the secretary of the president of the company (out of town) and voiced my complaints and was promised that Mr. President would give me a call. In the meantime I sent a letter to the president and invited HIM to the house to look at the furniture. My whole paoint in all of this is the fact that I bought furniture for a child from a child's store and I stressed that the furniture in my house is not for SHOW but for USE, and that it should at least be able to carry my child for more that 10 months.

My son gets to sleep in his sleeping bag. The cost of the furniture was $1400.00