Rooms to Go Reviews

I requested that someone from management call me. I am still waiting.

As far as canceling the order and getting my money back their return policy is such that they win when they are doing the delivery. You have 48 hours from the time of purchase to cancel the sale, but your delivery date is usually 1 week after purchase. If the furniture is screwed up and damaged, you can still get a refund and return the furniture but only 80% of your money will be refunded. So basically on a $4000 purchase if refunded they keep $800.

Damages? Well, lets see, increased madness and sore foot from kicking self in rear end for not checking out this company prior.

I signed for delivery indicating on signature form that there were problems. I immediately called the store, even before the delivery drivers left my driveway and was told there was nothing I could do about this but to call the 1-800 number. I talked to a representative who stated they would replace my furniture the next Saturday.

I really do want to cancel this sale as it is not the quality that I thought it was and the service is shoddy.

I called RTG the next day May 11th, explained the situation and asked for the furniture to be picked up. I was told to call Citifinancial, who carries the financing, which I did, and was told to fax in her death certificate. On June 23, I received a letter from Citifinancial telling me to contact the store, which I did, and was told they do not have a return policy!!

This is OUTRAGEOUS!!!

I called customer service and they told me the three year warranty only covers food and beverage spills (stains). I was upset and asked what I should do with my furniture since it was of no use to me any more. That I might as well put them out on the curb for the garbage man to come and pick up. The customer service rep said yes, you probably should, and good luck to you.

I cannot believe that I spend almost $ 4000 on this garbage. I have never logged a complaint before, but this is just outrageous.

In the end it didn't fit. They told me what size arms to buy in order to fit it into my house. So I go back to RTG another day and pick out another sofa. The girl tells me that it will fit, that the delivery guys are making mountains out of mole hills etc. I measured it and it was withing the inches, but JUST the size. I was nervous and of course caved to her salesmanship (pushy that is). I'm scheduled 2 times before they actually show up.

The same delivery guys come with the new set and yell up I told you such and such size. This isn't going to fit! He was furious! Yelling at me! So I calmly said that I measure it and it was within the inches he stated. We went through what the girl said and did and he said that she convinced me to measure a different way. He realized it wasn't me and apologized. Again, no sofa. I finally had to settle for 2 loveseats. The delivery date was scheduled 3 times (thank God I was on summer vacation). I finally received my loveseats, but it really wasn't worth it.

Sum the issue up, eight technicians visted my home to repair damage, not successful. Eight attempts to exchange the dresser, all eight deliveries failed where the dresser was damaged initially before leaving the truck. Nothing seem to work, customer service not helpful. Could not afford to take any more days of work to wait on the delivery. In addition, Delivery men broke sliding glass blinds delivering the other pieces and tried to sneak out before I noticed the damage. Worst experience ever, worst service ever, besides the fact that the agents were rude.

The day prior to my delivery i tried numerous times to call their delivery hotline to see what the 4 hour window of delivery would be. The service never did have the 4 hour window and the store was closed that evening. I waited til the next morning (the day of the delivery) to call and see what time the delivery would be. I was told that i had $128 balance on my account and it wouldnt be delivered. I had to speak with the store regarding this. Hours later when the store opened, i spoke to the store manager - he informed me that the salesmen added the $128 back to my bill to make his numbers look better for the month. My furniture would still not be delivered on the promised day because my furniture was given to the next person on the list.

I was told my furniture would now be delivered on 5/19/06. On 5/17/06 i called to make sure the delivery was still on 5/19. I was dumb-founded when i heard the customer service rep tell me that the delivery was cancelled because i had $128 balance on my account! When i called the store AGAIN, this time i was far from cordial, i was told that it would be handled, new delivery was 5/23/06, Rooms to Go will pay for the shipping charges. This will be continued, not sure if the furniture is coming 5/23/06 yet.

I called customer service and they told me it was their policy to first send a technician out to try to fix it. WHAT?!! Fix it? Glue it together?

Delivery day arrived and the Delivery guy comes to the door with a box and sets it in my front room and states, "Your lamps are broken." He then goes out to the truck and brings in 4 huge boxes and sets them in the family room. The guys state you have to put those together. Ok so I am now extremely aggravated that this was never stated during the purchase, but whatever, I can do that.

Next they bring in the sofa and the chair all wrapped up and set them down. The delivery guy hands me a paper and says to sign by the lamps that they were broken and to let Customer service know when they call in about an hour and they will set up an exchange. He states he will be right back and goes to his truck and leaves.

I am now standing there with boxes of furniture that I have no idea what condition it is in, sofas that are wrapped up and not even placed in the correct location, and a box of broken lamps. So I decide to wait for the customer service call that, I have always recievd an hour or so after a delivery, it never comes. Not Friday, Saturday, Sunday, Monday or Tuesday.

We call customer support and they say they do not show the lamps were broken. We unload on the representative and she informs us that we will have to be home on a Monday - Friday and must be home all day. They can not provide a window for delivery and will only give a 12-hour window. Having just taken a day off to get the new furniture, this is rather unacceptable. The rep states that the only other way is to have the store exchange them. So we go this route and call the store. We speak to our sales person and he ensures us that the lamps will be in a week later.

So we wait, and call a week later on the delivery date and SURPRISE!!! No lamps, in fact they had never even re-ordered them. Now we speak with the Ordering Manager, the Store Manager will not speak with us, and he tells us he will re-order them and we will have to come to the store to pick them up in about another week. Numerous calls are made to the Store Manager and no calls are returned, and when the day comes around when the lamps should be there again, SURPRISE! no lamps. The ordering manager tells us "things happen", and he will re-order.

We state to them to just return all the furniture and they say they do not return? Unbelievable.

20 minutes in the store and I found a living room suite, a salesperson, and myself with a $1,911 RTG credit card balance. The sales lady was very nice and scheduled a delivery date on 4/5. I asked her if they delivered on Saturday or after 5 and she said that she wasn’t sure, but when they called two days before delivery to set up the appointment time, I could change the date and time.

However, when RTG called to “set up an appointment” it was an automated message telling me my time. I returned the call only to find out that the order was already on the truck and that in order to reschedule I would have to cancel the order and re-order. Since I only live 20 minutes from my job, she offered to schedule a "1-hour call ahead".

April 5th arrives and I receive a call stating that the driver of the truck is at the apartment and no one is at home. I bring the lady up to speed on the 1-hour call ahead and she basically says tough luck. I ask if they can wait 20 minutes for me to get there. They can’t. I offer to have my apartment management go open the door and let them in. They’ve already left. Can they come back by later? No. Can they drop it off at the store and I will pick it up tonight? No. What about at the warehouse? No. At this point, I have exhausted all efforts that I can see so I ask to reschedule delivery for the following Saturday and then I am informed that I must wait 48 hours until I can even call back to reschedule AND on top of this, they cannot reschedule my delivery for at least 5 more days after that.

Infuriated at this point, I call customer service (*hint* if you have a problem, these are not the people to call). The CSR told me twice (and my boyfriend once) that I would have to wait until I received the delivery in order to discuss compensation for having no furniture for a month. My furniture arrived and I called to “discuss” compensation and was told “we don’t do compensation.” Excuse me? Why was I even told to call? I know why, because had I been told that, I would have canceled my order, along with any other sane person. Kevin, a manager, told me “I see no reason to compensate, you got your furniture.”

I purchased a warranty for this and still have yet to be able to get anyone to come out on the weekend since I cannot take off to be there during the day hours before 5. It has been almost six months. Also, I purchased a leather chair and was told that I would receive a call when it came in (approximately 2 weeks). I never got a call and after about 5 weeks, I telephoned the customer service to see if the chair had arrived. I was told that it was there and I would need to set up an appointment date to pick it up - so my husband called them back (this was on a Tuesday) and made arrangements to pick it up that Friday evening. He told them that he got off of work at 6:00 and he would try to be there by 7:00 to pick it up because that's when they said their closing time was. My husband said that if he couldn't make it, then he would call back to pick it up Saturday.

Well, he didn't make it. When he called Saturday a.m., he was told that they would have to make a call to have it released and that couldn't be done until the following week. So we called the person who sold us the chair (M.D. Nelson). He said he would find out what was going on and call us back. He called back and stated that the chair had been discontinued and that the only chair we could get would be the one that was used as the floor display, or we could purchase a different chair. We told him we didn't want a different chair but the chair that we had ordered and paid for and that we did not want the showroom one. He said that was all he could do since the chair had been discontinued.

We asked for a refund and M.D. told us that he would have to find out about the refund and get back with us. The more my husband and I thought about this, the angrier we became. We called M.D. back and asked how could the chair be discontinued when we were told that "our" chair was already in the warehouse ready for pick-up and we were scheduled to get it the night before. He then changed what he said and stated that because my husband didn't make it on Friday night to pick up the chair, that the computer automatically generates the chair to another person and that the chair had been given to someone else. How wrong is that?

We had already paid for the chair and it was ours, yet they give it to someone else knowing that the chair had been discontinued and we could not get another one. Now we are waiting for a refund. This is TERRIBLE customer service. They had our money for six weeks and never bothered to call and tell us the chair had arrived. Then they give the chair to someone else knowing that one would not be available for us even though we had paid for it. I will never purchase another item from Rooms To Go.

The service tech that came out 4 weeks later after I called said he could not do anything but we will hear from corporate office within 5-7 days. We did not hear back after 2 weeks so we called & they stated they had not report. They sent out another tech almost 2 weeks ago & he stated that they have nothing but problems with this unit but it is a great seller. Corporate stated they could replace the couch but the warranty expires on the ACTUAL date of delivery not from the new unit replaced. This couch we found out is made of CARDBOARD not wood-we were told that this is a durable unit & was not told of the construction or if problems aroused that nothing actually could be done.

The manager was contacted at the store & she stated they could not do anything-it is not the salesperson "place" to give the construction, durability, problems, etc of furniture-they are there to sell. I am VERY dissatisfied with theitems-this is unacceptable-& I am refusing to pay for something that did not hold up before 1 year-We are not abusive or "heavy" set people. We are not even home during the day but in the evening when we return from our jobs. They should at least let us pick out somenting that is durable-not made of cardboard or credit the account & I will go elsewhere to purchase furniture that is worth the money.

I have left numerous messages for the GM and the DM to call me but no call back. I have sent a letter to the CEO Mr. Jeffrey Seamna and received no call. I have also called the store to get the GM's name and a lady named Roseanne would not give it to me. She said they couldn't tell the customers that. I have the supporting documents from them to show the correct interest. I also was told that there are notes from my August visit showing that this should be fixed. Well here it is March and it is still not fixed. I no longer believe anything anyone tells me and at this time I just don't know where else to turn since no one will call me back.

I called customer service just to be sure the lamp was on it's way and was informed that the delivery crew was an outside contractor, so cust omer service had no way of knowing my lamp needed replaced unless I called, which thankfully, i did. They arrived with my new chair and lamp and I thought everything was done.

Then, when I unpacked my lamp I noticed there was no lampshade!!! I called cust service and was assured that the lamp shade would be sent via UPS within 7-10 days. 2 WEEKS later (Feb. 24), over a month since I purchased the furniture, and I still do not have the complete set of furniture that I paid for. They are sending me another shade...who knows when it will get here and they refused to exedite the shipping.

Well a few days ago I noticeeed that the left arm of my chair is now touching the floor but the right side isn't and also while cleaning this weekend I noticed a couple of stains on it so I got out the cleaner that they tell you to use but could not remove a few of the stains. Today I called and sat on hold for 55 minutes and 15 seconds for customer service to answer the phone. When she answered I was told that they would be able to come out and see about the stains but would be unable to help on the broken arm due to the fact that in the past few monthe I have moved 5 minutes down the road from where I prevoiusly lived.

When we moved we voided our warranty. I told her how can that be fair when we declined delivery when we purchased the chair and that was 1 hr away from where we lived and now i only moved it 5 minutes down the road. I was never told this when i purchased the chair but i sure was told that the warranty was for the life that I owned that chair. I was told today that it is only for 3 days. Sales people will tell you anything to get you to purchase from them.

They finally send out a replacement several weeks later. We get a call that the second Armoire is in and gave a delivery date of 01/03/2006. They were late deliverying and set it up without the legs attached, defective places on the Armoire - AGAIN. Called Customer Service and again they said it would be a week or so before they could get another delivery...mind you the Armoire is in the middle of our living room! Customer Service called back with a delivery date of 01/13/2006, and gave the time of delivery between 4 - 8. I told them no one would be at home till after 6. The customer service rep said she would make note for the driver!

Dispatch calls my daughter at 4:19 at work and says that they're at the house and no one is here. She told them they were not supposed to be there until after 6...they said they can't do that. She told them she was leaving work right now and that she'd be there in 20 min...She arrived at the house at 4:40 and they were gone! We called customer service and they said they'd have to reschedule. We called the salesman and he said there's nothing they can do. We called the Regional Mgr and yet to here from him. So, we're stuck with an Armoire in the middle of my living room until they can get another one out here...at their convenience!

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

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

After two more promised delivery dates, I demanded a full refund (in person, at the store). This was now on Dec 22, and they were saying delivery couldn't happen until possibly News Year, when I would no longer need the item. On this date, they gave me paperwork claiming a full refund, to be deposited in my bank within 2 work days (I had made the mistake of paying with a debit card, so they already had my full $2,165). A week passed, with no money in my account.

At approximately 9:30 p.m., the delivery person called me to say he was on a certain road, which is approximately 4.5 miles from my home, and since there was traffic, he could not make it to my home with the delivery. I stated that if he could turn around I could guide him through a different route. He stated he could not. Mind you, in order for this driver to get back on the interstate to go back, he would have to drive in front of our subdivision. Yet, he chose not to deliver. I contacted the manager who said that the only thing they could do was attempt redelivery several days later between 8 a.m. and 8 p.m.

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

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

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