Rooms to Go Reviews

I called Rooms To Go and they told us that our order does not include the TV, and basically to go kick rocks about the tables not fitting together. One leg is almost an inch shorter than the other so it won't assemble. Then we find out they decided to take the TV off that we basically paid $799 for because they feel like it.

So now we are stuck with tables that can't be put together and we have a $2,500 set that we can't exchange for a set that isn't messed up. I am beyond livid that they sell furniture that doesn't assemble correctly and now we’re stuck with this furniture.

I want them to take it back and we will do business somewhere else.

I purchased a leather sectional in 2007. I called them within the year to inform them that the color on the leather had severely worn away. This is not something you would expect, not to mention the hording tons of leather treatment/cleaner furnished by the thoughtful folks at RTG. I purchased an additional coverage, which I thought covered both furnishings for an additional 3 years on top of the 1 year warranty by the manufacturer. As I have called, I had a claim number but got no call back. This has become an annual call. Neither RTG nor their claims department, as there are three, can give me any explanation except that I have been volleyed back and forth between the two companies as to who is responsible and who is not.

To make an already long story short, I have determined that with the amount of complaints, the hold time alone tells the tale - the lack of continuity of customer service and a policy that is deceptive in that if you purchase an additional extended policy, it also includes the initial first year. Now follow me, 3+1=4, but not to RTG. For them it's 1+3=3 because the first year is included (although, automatically, it is covered under manufactures warranty). In this volatile economic reality that we are all trying to survive, my furniture, despite it all, is paid in full and on time, even short of the offer to take advantage of the no interest. I would think that with the complaints, the company would take consumer concerns seriously!

They said I could exchange it if I liked, but they didn't have any frames with drawers! So, I just wanted my cash and go somewhere to buy another frame. They told me they couldn't give me the cash back and that they would send me a check through the mail in 7 to 8 business days. A manager named Ugo didn't even apologize for the inconvenience and was very rude. I told him, "So, I have to suffer because you guys messed up." And he replied, "Yes sir, you do". I will never shop there again.

I'm not sure how other people would interpret this incident, but in my opinion, it is a rude behavior. If Melissa is busy and does not want to attend to my question, she should say "Sir, I am in the middle of something and I will get back to you." Later on, if she does not get back to me, I can understand. Instead, she chooses a rude behavior.

I immediately went to the store manager, Wayne, and informed him about the incident. He said he will speak to Melissa. His tone did not sound friendly or apologetic. I asked him if there is a customer complaint form that I can fill up, and send to the head quarters. His tone immediately changed to friendly and he said there is an online form. He also said he will speak to Melissa and he is sorry about what happened. Now, he knows things are going to get escalated, so he is sorry about the situation. My response to him was he should not apologize, Melissa should apologize as she was rude to me. Wayne said that once she is done with that customer, he will ask Melissa to apologize to me.

I waited for fifteen minutes and my 18 months old was getting impatient to go home. I did not have time to wait longer so I approached Melissa again and informed her that I have spoken to the manager. At this time, she looks at me for the first time and in a loud voice says, "When I am with a customer, you do not interrupt me. You have interrupted me twice(including this time)." I asked "What am I suppose to do if I have question?" She kept repeating, "When I am with a customer, you do not interrupt me and you have done that twice(including this time)." She said that she will call the manager to help me and she picked up the phone. I wanted the manager to come and resolve the issue but she walked away saying "Let's get out of here." I immediately realized she did not really call anyone, she just wanted to run away from the situation.

Finally, I went to the manager, Wayne, again and said I have to go now. He said he will send her out right away to apologize but no body showed up for a few minutes. My 18 month old was very cranky by this time and I had to leave, so I just left with the idea that I will inform the customer service about the incident later.

A couple weeks later, the repairman came and fixed the springs and ordered me more cushions. Almost as soon as he left, the springs started coming out again. It took several months to get the cushions, which of course did not help the problem. So I had to put wood pieces under the cushions to keep people from sinking into the couch.

The pillow-top mattress, within the past year, has sunk and I wake up with horrible back pains. Today, after having my mattresses for about 2 and 1/2 years, I ordered new mattresses from a different company. I will never shop at Rooms 2 Go again.

The order was also short one of the chairs, and the rug that we had picked out was not the right one. They indicated that they would notify the warehouse about the chair which would be delivered with the entertainment hutch, the following week, but the rug would have to be returned to the store in which we purchased and exchanged there. All this of course was a big inconvenience for us in our hectic day-to-day schedules. We returned the rug to the store and got with the manager who told us that the delivery person was wrong and that it should have been taken back with them to the warehouse.

He did ask us to look though the store to see if we could locate it, but of course it was not there. He had us look through the computer inventory to see if it possibly might be there but still, no rug. He indicated that we should return it to the warehouse. We called the main warehouse and had them check to see if possibly the rug had the wrong tag on it since it was the same number on our purchase invoice. They indicated that they did have another and that we could bring in the other rug and swap it out.

Meanwhile, the second delivery came the following week with the hutch but still, no chair. Finally, after multiple phone calls, we finally took delivery of our chair on February 15, 2011, which we had to pick up ourselves from the warehouse and the swap out of the rug was still wrong. The warehouse also charged our account once again.

During this 3 month period of receiving this furniture, of course, the billing started in January of 2011 at the amount of the furniture that was delivered which was less than the amount stated by our store salesman. I actually paid more than the amount he had stated in the billing address that I was provided. Needless to say, as the furniture was received, the monthly bill started to increase to more than the amount I was initially told that in March of 2011, my payment was not sufficient to them which resulted to a late fee charge of $35.00. We called and got that straightened out, so we thought they took the late fee off.

The very next month, they changed the billing address of which I had already put the original address into my bill pay service, and of which since it is set up for automatic payment. I don't always look at the bill when it comes in. That's my fault, I know, but after watching my bank account to see when the check was clearing, I noticed that it wasn't clearing until some 8 days after it was scheduled to be there. I reviewed my statements for May, June, and July, and low and behold, they had assessed a late fee again for those months.

When I called to inquire as to what was going on with my account, all I could get was a rude customer service person who only wanted to take a payment over the phone for my account which was not due until the next month. I asked to speak with a supervisor and was told that I had to make a written complaint of the problem and fax it to them, and that there was not anyone else I could speak with. Either the phone connection was lost or I was hung up on, I don't know which, but I'm assuming the latter.

I called back, and got the same individual, and asked if there was someone else I could speak with, that I was hearing impaired, and that her accent was making it difficult for me to hear and understand. So, she put me on hold, and another representative came on who could understand what we were saying, but figuring that the new mailing address was the issue, she stated that it should not have been and that we could send it to either address. I'm still confused as to why they are posting it later than the date they received it because I don't understand why it takes 11 days for the USPS to deliver a first class mailing!

We did not purchase an extended warranty, as it is just me and my husband; I expect to receive quality products when I purchase expensive items with my hard earned money. At the time the one year warranty expired, the handle on of end recliner broke in half. The threads from the stitching on the bottom of the recliner foot rest started coming undone. The customer service replaced the cheap plastic handle at no cost since our warranty had just expired, but would not do anything about the unraveling seam.

Here it is one year later and the plastic handle has broken into half again. I called the customer service, knowing that I did not have a warranty, and opted to pay for a service technician to come repair the two year old sofa and one year old handle. They said we are on our own. They do not service anything out of warranty. It appears that Rooms To Go furniture lasts approximately one year. So, buyers BEWARE! I can't believe Cindy Crawford would put her name on a product that is so cheaply made, and would partner with a store that does not stand behind their products!

No apologies nothing said other then "Do you need anything else?", really this what Rooms to Go Delivery Service amounts too. Customer Service Reps don't call back in a timely manner, and then it's an automated message on top of that. Let me just tell you this, it will be my sole mission to flood your inbox with complaint emails until my situation is resolved, and on top of that, it will also be my mission to tell everyone I know and then some to NEVER SHOP WITH ROOMS TO GO!!! EVER!!!! You have lost my business.

Soon after that, we got a phone call and the customer service people said that the report the technician made stated that our sofas were completely soiled, which was not true and that they needed to be professionally cleaned. Then I kept making phone calls to their customer service trying to request for another technician to come and evaluate them again, but they denied me the request. Several employees from customer service said that the warranty only covered very small spots on sofas. So I immediately looked for the warranty and read it over and over again and never did it say that it only covered very small spots.

So next, I went to the store I had previously visited and spoke to the manager about the situation and he said that he has never heard that a customer must have their sofas professionally cleaned before Rooms to Go can take action and the warranty never states it either. The manager from the store made a request for another technician to evaluate the sofas again. The second technician came and said that their product could not clean the spots on the sofas and that we needed to get them professionally cleaned.

A couple of days later, customer service called to tell me what the reports said and once again they said we needed to get them professionally cleaned and that once they were cleaned, they could send a technician to re-evaluate the sofas.

And even though I didn't agree, I decided to get them professionally cleaned and once that happened, I called customer service to inform them that the sofas had been professionally cleaned, but they said I needed to fax them the invoice of the company that cleaned them. After the fax was received by them, they called back and told me that they made the conclusion that the spots on my sofas were not food and beverage spots, which they were. They also said that they were going to close down all of our requests because there was nothing else they could do. Shortly after this, I called once again to speak to a supervisor and the lady I spoke to said that the only supervisor working was Cynthia ** and that she was not able to talk with me at the moment and that there were no other supervisors available at the moment. I had previously talked to Cynthia ** and she had made a very offensive comment, she asked me what kind of person am I to not clean my sofas weekly like her.

At this point, I feel like all of my rights have been taken away and that everything that was stated on the warranty was not done. I'm asking for your help to resolve this situation as soon as possible.

We paid $360 to have it repaired. Corporate has not returned our calls.

Then they proceded to schedule another delivery date and noted that it would be an afternoon delivery becuause my son worked the morning shift. This was suppose to be a favor so he would not have to rearrange his work schedule and be inconvelience once again. But, the furniture was delivered in the a.m. when no one was there. Then another delivery was set up and another day wasted waiting for the furniture and true to the imcompetance already experienced, the second set of furniture was worse than the first set. The delivery man told my son he would not even bring it up. Stuffing was coming out of it. May 15, 2011 was the first delivery date and July 2, 2011 they finally delivered a set of furniture that was acceptable. My son and my husband had gone to Rooms to Go twice to get some resolution for this issue because now I am being billed by GE Capital for the damaged furniture that was initially delivered.

Rooms to Go assured us they were going to contact GE Capital to issue a new billing date being we did not receive the furniture until a month and a half after the initial billing was scheduled. That was not done and now I am trying to get some resolution with this issue. My son contacted Ken Rickles the Dist Mgr, who was very rude and condecending-no customer relation skills whatsoever. He did not want to help with the situation at all telling my son he had no intention of resolving the GE Capitol issue. Robbie Beasley, who is the store manager was somewhat helpful. At least he was friendly. Both my husband and I are in the Guest Relations business and find this conduct appalling. We will never shop at this store again and will tell everyone we know about this horrible experience and the lack of professionalism and concern on the part of Rooms to Go.

According too him my package was missing 1 lamp & 1 console. So I asked him could I pay cash for the missing items in order to receive the free 50 in. TV? He said no because he couldn't change my invoice after delivery. I asked if I could discuss this with his store manager. We went to see his manager; I discuss what had happened & asked him the same questions. He also said the invoice could not be changed after delivery and suggested to me to buy another new living-room package so I could receive a free 50 in HDTV. Needless to say, I am unhappy and very dissatisfied because I wasn't told about the TV promotion during my original purchase & because of the lack of dedicated I received from the store manager & sales associate.

I selected Rooms To Go because your company policy is Satisfaction Guarantee. I was really looking forward to being a repeat buyer but now like I told the store manager I will never buy at Rooms To Go again and I will tell all my family members, friends & co-workers how I was treated and suggest to them not to buy from Rooms-To-Go either. With the economy the way it is right now I would think your company would be more willing to work harder to keep satisfied customers. I emailed customer service this complaint and got this response back.

"Unfortunately, the promotional sale is only valid towards new purchases only.Our loyal customers satisfaction is very important to us. We are unable to know in advance what promotions may be available in the future or when a customer chooses to make a purchase. We apologize for any inconvenience that this may have caused and it is our hope that we are better able to serve your future furniture needs."

As of today I am contacting my lawyer because I think what they are trying to say my purchase wasn't new or when I bought the promotion wasn't offered on the living room furniture I selected. But this promotion has been running I know since February and is still running on TV, in newspapers & on their web site good until April 4th, 2011. Maybe they are saying they just included this living room set in their promotion after I purchased the items on March 2, 2011 or maybe they changed it after they delivered mine on March 11th. As I stated my furniture was a new purchase and the promotion was running when it was bought. I just was never informed until I saw the ad on TV & on-line. The manager's response was sad. It would have been better for him to just say sorry for the mistake was made. We can't give you the TV due to _____; however, let me offer this______.

By March, I called to see if the items on back order where available so we could pay them off. The result was that the sofa was discontinued. We never received a call back. They were going to let us pick out a different living room set when we paid it off. I was so upset. I just wanted my refund, so they cancelled the order. When making the transaction and purchase, we used two bank cards. My husband's was charged for $500 and mine for $500. That was our down payment.

At the time of the cancellation, I told them that my account was closed so they could just go ahead and put all the money in my husband's account. They disagreed. I called the bank that day and I told Rooms to do what they told me. It was going to be returned to the store. They did not listen. My husband has received his $500. He received it on Tuesday, 3/8/2011. I have not received anything and I called Rooms and I did not get any good feedback. I am so upset at the moment. I called the corporate office and they are no help.

We went to the store that same day and spoke to Michael ****, the Store Manager. We told him we weren't happy with it and just wanted to return it. He said there would be a $115.00 delivery and restocking charge. We agreed to pay that. He said an inspector would have to come to see it first before they would pick it up. We have had a total run-around since then. It's been 2 weeks now! First, he had other stops to make, then he would be here the next day, etc. We finally had somebody come, and he said they would get back to us.

We told him, and we've been telling everybody we've talked to at Rooms To Go, we just want it returned and we are happy and willing to pay the re-stocking fee! On March 8, an Inspector named Don came ***** and this morning, another man from the Corporate Office came. His name was Felix ******** . I called Rooms to Go again to discuss this situation and he just said, "We don't do returns"! This is crazy. Don't consumers have 3 days to return something? We went the very next day and agreed to pay the fee involved. Please help us.

The person I spoke with said he did not know what was going on with my account but there was a scheduled delivery on 2/22/11. I insisted that I would really like my bed and mattress before then. He said he will try to put in a request and some one will call me. When I asked who will call me, his response was the delivery guys. That did not sit well with me because the delivery guy had mentioned to me he was an independent contractor. Well, I decided to go to the store after work. An employee in customer service told me I should not believe what the delivery people tell me because half the time they do not call customer service to let them know they were unable to deliver and that may be the reason that I did not get a call. She also did not understand why customer service told me they could not deliver until 2/22. I asked to speak to a manager. Her response was he was gone for the day. This was around 6pm. I insisted that there got to be a supervisor around there. She finally decided to get me somebody.

This gentleman came and said that "I have heard your story and I will see if we can help you". He goes to the office and comes back and says the best I can offer you is delivery on Wednesday 2/16/11. I asked what time, he said you are going to be added on so someone has to be home all day. I am a single mother and I have to work so I cannot just take off another day for a delivery, so they have to give me a specific time . He said that is the best he could do and I should stop arguing with him. I requested a refund and he said I had 48 hours until the date of purchase to do that so he could not refund at the time. I said this is not my fault and I am requesting a refund. He said he was not able to authorize a refund and that someone will call me the next day and that the corporate office in Florida was closed at the time. After me insisting I needed my money refunded, this man authorized the first employee to process a refund.

A few minutes later, I was presented with this piece of paper that looked similar to my original receipt showing the amount of my refund less about $600.00. I mentioned to the employee that I paid 2,500 plus. She insisted she was right and I should not argue with her. I asked her to go back and check her numbers and that I was not arguing with her, I was telling her how much I paid and that 1,904 was not what I paid. She decided to finally go back and look. She came back to me saying, you will probably be mad at me but I do know my numbers. What happened was corporate charged you for the TV. What a bombshell. I said so the TV was not free after all. She said yes. I was frozen. Of course she could not call corporate because the office was closed. The supervisor came along and said we will call you tomorrow. I called the store since by 1pm no one had called yet and asked to speak with the store manager.

I was directed to an employee who said she worked in the office and that she could help me. I explained the situation all over again. She told me they were working on my case at that moment. I asked when I will get my money back. She said she could not tell me because my account was locked. I asked, I thought you were working on it at the moment. How could it be locked. She laughed. I did not think this was funny at all. I am very disappointed at Rooms to Go. All I need is my refund back in a timely manner. $2,500 is no laughing matter to me. I was misled to believe I was getting a TV for free. I was very upset to the point that I felt pressure in my chest. I have to lay on the floor or in my sofa because I gave away my bed in anticipation of this new one. I need my money back ASAP. They have debited my account and also already cashed my check. They do that before they attempt delivery.

When the correct furniture was delivered, I saw the movers knock a hole in my wall. When confronted, they denied it and said that the hole was already there. I have submitted and resubmitted claims, and now I find that the claim for the TV was denied. They claimed that the scratch was already there on the new TV! Customer service has been a horrible experience. I never get return phone calls when I leave messages. They are rude and non-cooperative. I would never, ever buy anything from Rooms To Go ever again.

At this point, I got upset and went to the store and got into a big argument with the store manager who finally said would give me money back for the bedroom set and not the mattress.

We cut our losses and took the deal not knowing that the mattress would be very lumpy. Customer service told us that we could exchange for other style. We had to pay a difference of $200 to do exchange and again the issues begin. The mattress has a harsh smell that made my mom sick to her stomach and could not even sleep on her bed (that we bought from another furniture store in our area). I lay down on the mattress and validated the horrible smell that actually penetrates clothes and hair.

Again we call customer service to complain and they stated that it was up to the store if they wanted to exchange or give money back. The store manager stated that it was a will issue not a defect with mattress just we are being difficult. He could send a technician out and would be up to him if he would give us our money back. If we decide not to have technician go out, we could get a more expensive set or the same set with same materials and if we want a less expensive set would need to pay $100 for them to do any exchange. At this point, we are very frustrated with RTG and we are not the only people in our area, Rio Grande Valley, that are having a really bad experience with RTG. Two other co-workers of my mother's went through the same thing of incomplete delivery and poor customer service to the point where the consumers have to be restrained by family members.

I would not care if we had used their credit services but we paid cash and now they will want us to pay even more. All this has been in a span less than six months. We are done with RTG and just want our money back. I don't want anything having to do with this company at all. We are even thinking about calling our local media to let the public know how this company works.

I might have to pay out-of-pocket another $100 and buy a new set from a local furniture store.

I appealed and requested for a second technician to come out, who made no promises. He also agreed with the first technician. I now have to take my cushions to a real upholsterer to put in the proper density foam so that the cushions would wear better. I agree that cushions should break down a bit over time, but this was over the course of one month. Rooms to Go will not take back the furniture either. This is a shoddy company with shoddy business practices and I had to learn my lesson the hard financial way.

It is not high end furniture anyway, so my expectation on it is not on par with Ethan Allen quality, but you would think the stuff would wear better, at least for a year. I will never buy furniture from them again and urge all to avoid them. It is landfill furniture, nothing more. Way to go, Rooms to Go. You have yet another unsatisfied customer to feather your cap. Does Cindy Crawford know she lends her name to such garbage furniture?

The product is clearly dangerous. I cannot let my friends and family sit on it without giving them a warning. I'll probably have to file down the sharp edges myself. I should not be the one who fixes a manufacturing defect on a product.

Buyers beware! This company is selling faulty products and turning away from customer complaints. I was misled and was given false information. When I called the corporate office, they turned me away even after letting them know that the representative had sold me something on false promises.

I have since paid off my purchase in full so I am now left with bad furniture and $10,000 short.

After approximately eight phones calls to the store and many times of being told things were being done when they in fact had done nothing, I was finally given an appointment with a technician. He canceled the first appointment on a holiday weekend due to illness. When I finally got a technician out to look at the bedroom set, he was very very nice and told me he would have his report turned in 5 days later and the store would call me two days after that. Two weeks later after having to call them yet again, I was told the technician determined the product to be with in "spec".

I asked what my options were since I did not agree at all and was told there was nothing further they could do to assist me. I'm now stuck with $3000 worth of bedroom furniture that I don't like. I'm wishing very much that I had never walked in to a Rooms to Go showroom and have every intention of spreading the news to anyone who will listen.

The following Monday, a couch was delivered but had no electric seats. I phoned and Scott told me "too bad, that electric was extra". I asked him why this was never mentioned to us on the day of purchase and he stated that he didn't know why he didn't tell me that. He remembered us but had no way of helping me now unless I wanted to pay extra. I asked him to talk it over with his manager and call me back. I haven't heard from them and I'm not sure what to do now. It's a bait and switch and I don't want other people to be victims of this shady practice.

Today, 11-29-10, my husband goes to HHGregg to pick up TV and was told card is not active. My husband calls Rooms to Go and spoke to Jan. Jan calls back and leaves a message that we should call online customer support to resolve issue. At 4:27 pm, I call online customer support and spoke to Heidi. This lady was very rude. She told me that I am not owed a TV. She said, "Can you read?" She asked me where my order confirmation is. I tell her that it doesn't say anything about "no TV" and that the gentleman had told me I would still receive it or I wouldn't have changed the order. She said it clearly states that the order does not include TV. I explain that it doesn't. She sighs and tells me she can't help me and again asks if I can read. I told her that she was not being very customer service friendly. She says, "Oh, well." I told her I'll call your headquarters to see if they can help me. She says, "Good luck with that!" in a sarcastic tone. I called back and spoke to a Michelle who gave me Heidi's name.

I called the Tampa HQ. I spoke to another person who said, "They forgot to put the TV on the order in online support." I asked if there wasn't anything she could do since it was her online support's error. She said if it's not on the order, she can't give me a TV. She said, "But you weren't charged anything extra." I said, "I know, it was suppose to be free." She said she could not do anything and sounded bored and said, "Have a nice day."

My complaint is two-fold. I wasn't given what I was promised, which is false advertising. I ordered by the deadline to receive the free TV. I was promised by the guy in online support that revising my order to a higher priced item would not change the fact that I would receive the TV. Now, I have no TV for my daughter's Christmas and no extra money to spend on one. Second, I have never experienced such poor customer service. I found a site for people that hate Rooms To Go. It appears this company has a problem with customer service and delivering on promises.

I called RTG and had to beg and argue for some type of service. They set up a service tech to come out December 9 another week of waiting for this already ruined Christmas present. While waiting for a supervisor to call back that never happened I called back December 4 to the store and spoke with the manager Ken ** who plain out said there is nothing he could do and that he cannot give me their District managers number that he did not have that information yes, as if I was to believe that.

He rudely hung up on me and said that if my grandmother fell oh well. I called customer service and spoke to a supervisor Rosie no last name because she said she didn’t have to provide it. After explaining the situation for the tenth time she said there was nothing she can do. After reading the back of my contract to her because she was not obviously aware of what it says. She said repair means having a service technician go the property and determine the defect of the furniture. That is new definition I have yet to find for repair. The warranty clearly states they would give a refund or repair or replace the defected material. She then went on to just clearly hang up on me.

I received a call from a gentleman that said he reported the problem and somebody would call to come out and check it. Never heard from anybody in over six days. I finally called the sales person back several times and on the third day caught her. She of course lied again and I was told a manager would call me the next day. She ended up being off the next day which of course she did not tell me about. Called and was placed on hold for 10 minutes then I was told no manager would pick up the phone. Imagine that!

I told them I was going to come up to the store and walk with a sign in front to let customers know what a crappy store they are! They want me to accept 'fixing' the recliner versus bringing a new one. I paid over $4000 for furniture that does not even work, supposed to be brand new. They don't even seem to care or bother to call you back period. I should have never accepted the furniture that night. I would never buy anything from this store again and I am going to file a Deceptive Trade Practices Act against them.

My sofa back broke last year and they sent a tech to repair it. Even he said its very cheap made furniture. Now, my extended warranty is up and sofa back is broken in same place I called service dept and was pretty much told too bad. I will never buy anything from Rooms To Go again! If you are reading this beware, stay away!

The mattress came on Friday, a week after we purchased it. So Sunday we went to HHgreg to use the card and the card was blank. We went back to Room-to-go and were told we can't use the card for another 5 business days. How can they tie up our money for weeks, not give us the "free" TV like in their ads? This made us very angry, that we couldn't opt out of the "free" TV. Yes, they covered their butts in the fine print but something seems wrong with this thing. My grandfather always said, "the only free cheese is in the trap."

A month later, the trundle bed broke. The bottom fell out of the trundle. Called customer service. They set up a visit from the technician to come check it out. (I missed a third 1/2 day of work to meet him). He walked in, took a look for less than a minute and said he would order a replacement. Missed another half day for the delivery of the new bed which the workers said the trundle was missing a piece at the bottom and that's what's caused the bottom to fall out. Six month later, the back panel of the trundle fell off as the screws pulled away from the back panel and the bottom fell out again.

Called customer service. They said they would send a technician. I said it's the same problem as last time, just send a new bed. No, gotta have the technician see it first. Scheduled technician.. missed another 1/2 day of work. Technician comes over. Looks at the bed for a total time of :48 and says it needs to be replaced. We scheduled a new delivery date. I missed another day of work waiting for the delivery.

Again six month later, 12 days passed the original one year warranty, I called to complain and they say sorry...it's out of warranty. Told them I have extended warranty. Waited on hold for 36 minutes only to be told I have call the warranty company because it's a different company who handles the extension. Called the 800 number. Got the run around for days.. Called the store manager. They send over a technician. I missed yet another day of work to meet him. He comes in looks at the bed and says he can glue it. To which I replied if the screws can't hold this bed together, I don't think gluing it. He says this piece is not even wood that's why the screw is pulling away.

Well then that's a manufacturer's defect and they have to replace it or replace the back panel with wood. He says all I can do it glue. They sent me to fix it and it's just not fixable. The next day I called the manager who tends to take two days off no matter which day of the week I call. It's one of his two days off that week (according to the secretary) who takes my message. A week later the manager calls me back and says there is nothing they can do the bed is broken because of my misuse. I re- state that the child is 6 and has slept on the floor more in the past year than the bed because the bed has broken longer than it has been fixed.

He states unless it is manufacturers defect we can't replace the bed. Clearly it is a manufacturers defect. The screws pull away from the back panel. It is not even the side of the bed that we pull on to get the bed out. According to technicians report, it is fixable with glue but the customer refused. Goodbye we can't help you and we can't replace the bed.

6 missed days of work. $2400 bed and $300 extended warranty. Never will I purchase from rooms to go again. I have pictures of the bed and looking for place to post them. Clearly it is manufacturers defect. The bed stays propped up in my dining room and my child sleeps on her mattress on the floor. We've been ripped out and lied to.

The dining set is actually still perfect, so far. But our living room is a nightmare. It took us only 3 days to start having horrible back aches. It came to the point now, after a week, that I can't even find any position at all, to stand up or sit anywhere, without severe pain. My husband is feeling the same way. And worse, this is severely affecting my breastfeeding, because it doesn't matter where or how I am sitting, it just hurts and there is no comfortable position right now for me.

So my baby gets frustrated as well, cause I am annoyed and in pain, and she is refusing the breast for the first time in 4 months. I am so sad and disappointed! I was renting furniture because we recently moved to the US (it was very average furniture) and it was so much better than this one. I have more pain now than when I was pregnant! What one would expect from a chair and sofa, is at least to have support for their bodies. The ottoman is actually pretty good, when you sit on it, you can feel how it supports your weight and you feel you can sit upright and comfortable. But the seats? Horrible.

The cushions both from the seat and from the back are extremely bad. Instead of having support, I literally sink into the couch/chair and this is horrible for our backs. I have tried everything repositioning the back cushions, putting extra pillows behind my back, then some other behind my neck and head, then tried sitting in another position, or in a different place in the couch, but nothing helps because the stuff is simply bad, very bad. I have tried to deal with this but there is no way I can accept to purchase a living room for $1,500, and then I can't use it.

The living room is the most important room for us. It is where we spend family time together, and it's where I breastfeed my baby the whole day and it's been hell to me. Before we bought this living room set, I was renting this furniture from another company and I remember I absolutely hated the sofa that one too had bad support but guess what: I really miss it now! It is a dream compared to this one.

I have been arguing with them since April. The customer service individuals are all very rude and unprofessional! Finally, on 25 Oct 2010, I filed a complaint with the Better Business Bureaus and received an offer from Rooms to Go within 3 days! They are going to pick up the couch and I am receiving a Full Refund! I can't believe after all these months my frustration has come to an end.

I urge everyone with complaints to file them with the BBB right away for a quick resolution. Good Luck!

The saddest thing is that my husband and I are the only ones who live there and we work 12 hours a day, so this furniture is hardly ever used. I tried calling several times, but of course, since the furniture is out of warranty, they don't really care. This furniture is quite possibly the cheapest made junk I have ever seen and I'm embarrassed to have it in my home. They should be ashamed to sell it.

This furniture is in my family room. Needless to say, I have to tell people not to sit on it as they may end up on the floor. It all needs to be replaced. I spent $1,400 (of which I am still paying as I bought it with 0% financing) for furniture that I now have to put in the garbage. The room will be empty as I cannot afford to replace it at this time.

My furniture is now year old. Upon delivery they put my table together wrong and ordered the wrong lamps. It took me 2 months to get the correct lamps. One of my lamps was a floor lamp because it had been discontinued. I finally get my lamps and the floor lamp is covered in dust and with a dented shade. I asked if they were going to discount the floor lamp and I was told no but I could pick out a new shade.

My table is still put together wrong. It has now been a year and my leather ottoman has huge rips at the seams and my couches are sagging. They sent a tech out a week ago, with a four hour window mind you. He comes, stays for 5 minutes and says he will file a report.

I finally called today to see what was going on and they tell me the tech says, he repaired my couches and cleaned them. I tell the lady he did absolutely nothing and she tells me, "Well, he said he fixed it." I can send pictures but as far as they are concerned it's fixed. I asked if he repaired the huge seam rip in my ottoman too. She said he has ordered the part. Guess what shows up on my door step today. Yep, you guessed it the part for my ottoman (the new cover) apparently I need to strip the old one and sew on the new one. Hmmn,worst place ever. Not sure if I mentioned that my furniture is only a year old as of 8/26/10.

Then I called them to dispute their allegations and they came back to me with insinuations and basically called me a liar and that I had myself done this to the furniture. I told them what the salesperson told me and they said that they never do that and that I was out of luck. I told them that all I wanted was a refund for the warranty that I didn't feel was given to me considering that the furniture was never protected even from water, that nothing I used helped in cleaning it and that it just made things worst.

They said they'd refund $80.00, which is prorated for the whole almost one year time I've had this furniture. Then they said I had to hire someone to clean it and they would rebond them, which just leads me to believe that they were never bonded in the first place. I feel victimized, like they took my money and are now partying up at my expense. They have been rude and condescending and have treated me, the consumer, poorly. I now have a $1200 living room set that I saved up money for looking like a set I picked up at the corner junk yard. The cleaning solution damaged it further.

I then called the Rooms to Go corporate office to file a complaint and they told me I would hear back from them in 48 hours. I never heard from them. On September 14, I called to ask why I had not heard back about my complaint and they told me I wouldn't and also told me that my refund for the protection plan had not been mailed. I went to the store to get a full refund, over $3000.00, and now I will have to wait for that. Rooms to Go has stolen from me as I see it!!

Well, all of a sudden when I got my September bill, they added finance charges to my "original amount" because of a $2 difference causing my interest to be $50 per month. When I called them and complained, they told me that I needed to go to Rooms to Go, so I did. Spoke with a manager there. Wasted about 2 hours there only to find out that I had to pay all of this interest because of me not making the minimum payment voided my "interest free". I called back GE Money, sent them letters--explained that I had moved and never saw the bill.

Last month, I borrowed the money and paid the entire amount of my bill which should have left me with a zero balance. Yesterday, I received my new bill $72.57. I called them about an hour ago and spoke with a lady that said it looked like finance charges. I explained that my payment should have paid it in full. She told me that she was going to transfer me to an account manager. I held for 25 minutes before finally speaking to "Amanda". I explained it all to her and she said, she would do an adjustment to my account. We shall see! I do not recommend doing any business with GE Money. If you need to buy something, save up for it or get a loan from the bank. This place is a scam!

Also, their statements are a nightmare. These purchases added to existing account with 2 different no-interest promo periods. Expiration dates with separate balances are not printed on statements, so no way to know how much is going to each promo balance (paying thru online banking). I requested separate accounts, but they said they could not do that. They assured me on phone that amt of my prior monthly payment would always be applied to the older balance, but that needs to be reflected on the statements.

I waited until she was done with the other customer, then I approached her again and she said that she couldn't help me that I had to take it up with corporate headquarters and asked me to leave the store. That upset me! They already had my money and that was it. My living room set (3 piece with massaging recliners) would not open correctly and would hand up. They sent three different people out and they all said that they could not fix it that it had to go back to the shop to be fixed.

Now granted this was over a six months period before they agreed to get the furniture and take it back to the shop. They kept it for seven days and I had nothing to sit on nor my family. When it was delivered to my home, it was broken more than when they came to get it. Now I was really upset and called their shop back. I was rudely told that the year warranty had expired and they would do nothing more. $12,000 plus I spent there. I'm glad that I worked for La-z-boy for seven years so I knew how to fix my furniture!

And once I saw the garbage that was used to build it all I really wanted to do is find the owner of Rooms To Go. Now, I tell everyone I meet what trash they sell and how bad their service is after the sell. They are thieves and liars that should have their business shut down and they should have to return every penny they have stolen from all their customers. I had to fix myself all the faulty mechanisms, upholstery. I had no usable furniture for my family or guests to use without fear they would get hurt by the shoddy workmanship and plain disregard to the safety of the customer that spent 12 grand plus.

They basically felt I had no reason to be upset and informed me I should have called to days prior to delivery. It did not matter to them that they did not do what their information, said would be done and them call before delivery. After going round and round with Customer Service my only choice was to inconvenience someone else and ask them to come sit at my home until I could get back from my son's open house. I then received a phone call from Rooms to Go stating that they would not be to deliver the furniture at all today.

I took a day off from work, was inconvenience and inconvenienced other people to try to accommodate a company that has no clue about customer service nor do they seem to want to be helpful and have a customer service attitude.

Having a very hectic schedule, 8-4 six days a week, I set aside today, July 29 to pick up the TV to take to place in the unit. When I got to Brandsmart, I was unable to use the card. I went to Rooms to Go, who told me that the order had not been released because the lamp was not delivered, and that they could do nothing because no one is in the corporate office on weekends.

I wasted an entire day with this and I am appalled that this company would not follow through on something that is not the consumer's fault, but would leave the customer to fix the problem, or are they stalling about delivering the television?

So, I stayed at home all day and had to call in late at work. At 830pm, convinced they were not going to show since it will take more than an hour to deliver and set up the delivery, I headed out to work. At 9:45pm, I got a call from my daughter saying the delivery truck was in my drive way. I headed home to take delivery. The delivery guys were so rude; they condemned my house from top to bottom, complained about my having my master bedroom upstairs. When they eventually took the suite upstairs, they complained about me buying the heaviest set in the showroom. They also condemn the layout of my bedroom and the fact that I did not have a drill set for them to work with but instead I provided them a screw driver! I had removed the old bed before they came but still had my dresser in the room. They fussed about having to move it to the next room, they actually did not want to and when i told them what rooms to go policy on moving old furniture was, they reluctantly moved it to the next room.

Now comes the fun part. 4 weeks after the delivery of my bedroom suite, I am yet to receive the 32 inch TV that came with the promotion. I was told this TV will be delivered a week after I took delivery of my suite. I have called rooms to go and best buy to no avail. I kept getting this run around as to when it I will take delivery of the TV. At first, BB told me they haven't received my paper work 2 weeks after the purchase of my package, a week later when I called them back; they told me they do not have the size of the TV available. I am waiting patiently and hoping I get this TV in my life time.

I was given a 12 month contract to sign, and I should have been given a contract for 36 months no interest. When I contacted the salesperson at Rooms To Go, he apologized and told me that he wasn't aware that they had a 12 month promotion. During this entire ordeal, Rooms To Go has been really difficult to deal with. They gave me the incorrect contract to sign and I believe they should make the corrections. I am unable to make the monthly payments they have given me, which will essentially destroy my credit rating. I have purchased furniture from Rooms To Go in the past, and was pleased. The mistake was made on their behalf and they should make it right.

On October 2009, I purchased a Tempur-pedic mattress in Rooms to go in Puerto Rico, it was delivered on November of that same year. I made the purchase because I'm a 59 years old lady which has many conditions on my back, lower and upper spine. While on the store the salesman show me two different types of mattresses and I chose the firmest one due to my back problems.

Two weeks after mattress was delivered it was already ruined, at the same time I received as call from the Rooms to go customer service rep and I told her that the mattress wasn't firm that it has a hole, indent, pit, cave-in or whatever you may called it. She informed me that she was going to pass a note an that I was going to received a call from them giving me an appointment. (that was on November). On December I got very sick and wasn't even thinking about my problem with the mattress. On February and March, I was attending various conferences in the United States, when I returned I went to Rooms to Go and told them I was still waiting for their call and explained my problem, that I didn't want to let it pass another moment because I didn't want them saying that the warranty has expired.

They gave me an appointment for the month of April. The person that came to my house asked me questions like, how many people sleeps in this mattress, my answer was only me. That when was the first time I felt the cave-in sensations, my answer two weeks after delivered. I asked him that I wanted a response of his findings and he told me that in two weeks they will call and let me know. Ha! It never happened. After four weeks I called them and customer service told me that my bed had an arch, and for them that was it! Mine is a remote control position bed. And I remember when buying the mattress, the salesman ask a lady in the store if I need to buy the whole sleep system and she answer in the negative.

I told the lady that I was not consonant to what she was saying and their determination. That the least I deserved was to let me see the pictures and all findings and explain to me in person (which I deserved after paying a $1,699.00 mattress) and at the same time to refute them, she told me at the time that in order to do that I had to direct an e-mail to the Manager through this site onlinesupport@roomstogo.com and they will answered me and give me an appointment. Which I did, attached you may find them.

I have long sleepless nights, because it's very difficult for me to conciliate and if it happens that you get caught in that hole it is so difficult for me to get out of bed. I purchase the mattress because I was told of all the benefits, the 20 years warranty (but with Rooms to go-after they made you buy every item of warranty they always have an escape to very cynical let you know there is nothing to it, sorry they will never called you, that's they way of treating their customers-) and besides I used to have a Serta orthopedic mattress and it never sink like this one, and your only after two weeks in my possession it's ruined, and the irony is that I'm still paying for it.

With this, I expect at least an answer from you, because the representative you have in Puerto Rico is not at the stature of your company, people, like me, who made sacrifices to buy something very costly, deserves a little of attention to their requests. I do not know if someone else had the same problem as me. The only thing I know that I do have a big problem no one seems to care. That maybe my mattress was wrong manufactured, because it sure doesn't automatically self-adjusts, go figure. That my remote control position bed does not has an arch or a hole, cave-in or pit in the middle, and the mattress you are dealing does. That your infomercials talks about the warranty, I believe is not true.

The only thing I want to know is, what is going to be done with me by your reps here in Puerto Rico, because they have to learn how to treat people. You cannot be making deals here and not stand with the least grade of consideration, respect and satisfaction to your customers, that's the least expected. At the same time, I hope you stand by your words and at least help out in this matter. Because I've been more that patient but I have to put a stop to my suffering and let you know my feelings.

Hope to hear from you soon and to at least teach your reps in Puerto Rico to stand by your standards.

We contacted customer support and was told they could replace the seat in about a week and a half at the earliest. Okay, fine. We agreed, we were told there was a 4-hour time frame for delivery. We tried to schedule a set time but were told they do not do that. I happened to be at work the day of delivery. They contacted my husband and informed him they were at our home and would wait 20 minutes. It took me, at most, 8 minutes to get home from my place of work. They were gone!

I called customer service and they informed me, the driver called in at 2:31 p.m. that we were not home and at 3:05 p.m. and that they were leaving because we were still not home-- not true. I was home at exactly 2:48 p.m. and they were not here. Customer service called them and they refused to return when they were still in the area. They told us the earliest they could come back was in another week and a half. What?! The lying delivery guy is still in the area, make him come back! No, instead, I got extremely rude CSR and a sarcastic, rude supervisor named, Andy!

I have never been so disgusted, disappointed and dissatisfied with a company who's motto is "Committed to your satisfaction". I will never again purchase a single item from RTG or recommend that anyone purchase any item there. The amount of money we are paying for this furniture, you'd think it was better quality! Words cannot describe how upset I am at how rude the CSR and supervisor were with myself and my husband when he called. They are not at all willing to work with the customer! If only I could return everything, the replacement chair is probably going to be just as flimsy as the first.

I waited several days and decided to call customer service myself. I was told that they would send out a replacement chair and ottoman, but that they were booked up on deliveries until July 15th. I purchased the chair and ottoman in May. On July 15th, another chair and ottoman were delivered and the defective chair and ottoman were taken away. Within about three days, the same defects have showed up again. The material looks old and not brand new. I called the store where the original purchase was made and was told that it is a customer service problem.

I called customer service again and now I'm told that they will have to send out another service technician to access the problem. I let them know it is the same problem as before--defective material--and I want to make a return for a full refund. They tell me that they don't issue refunds or take back furniture, but the service technician has to come out to access the problem. I now have to wait another week for someone to come out just to tell me that the material is defective. I made the mistake of paying for the furniture with a credit card and now cannot return the furniture or get a credit for the defects. I seriously discourage anyone from making a purchase from Rooms to Go. I had not made a furniture purchase in a very long time and if I have to deal with people like RTG, it will be even longer now.

After waiting for the bed to be delivered for 1 1/2 weeks, we were so excited when we saw the delivery truck. Unfortunately, the bed was apparently damaged before being shipped as well as being damaged further by the delivery guys. They left nasty fingerprints all over the bed from setting it up and negligently left a bag of extremely sharp furniture tacks over 1 inch long attached to the chest of drawers, which my 5yr old and 1 yr old found! My children could have been very seriously hurt by their negligence! The bed was also not the true white we were expecting, it was a poor attempt at a whitewash.

I called the store to speak to our saleslady, who started backpedaling about the color and stated we needed to contact customer service about damage, which I did. I was told they could send a technician out to fix damage in 1 1/2 wks. I said that was unacceptable as it was a brand new bed. She then told me she could send a whole new piece to be delivered in 1 wk.

This still did not take care of the whole problem, so I requested a supervisor. Apparently their chain of command goes: peon, peon with a few more scripted answers, rude peon with even more scripted answers, etc.... I spoke to a lady named Evette who is supposed to be a supervisor. She was very nice, however, could only offer to void the extended warranty we purchased for obvious reason and purpose, so that we could paint the bed. After firmly stating we did not want to void warranty, she stated she would see what other options she could offer, such as a % off of purchase price so we could paint the bed. She could not authorize this, so needed to speak to her supervisor, who was unavailable. She was supposed to call me back. 4 days later, after not hearing from her, I called back; was subjected to the hideous elevator music while placed on ignore due to Evette being on the phone. When someone finally came back on line stating she was still on the phone, I requested her supervisor since she had needed to consult with that person anyway.

Conveniently, after being put on ignore again, I was told that a person was on the other line; however, Evette was available and would pick up immediately. Finally, ignored again, Evette picked up, however, stated she could only offer replacement pieces or exchange. Seriously, why would I want to exchange a bed that fast after it took mos. to pick out unless there are serious issues with that bed, so what exactly was Evette trying to tell me!

After another call back the next day, it was decided that, due to all the damage that a whole new bed would be sent out and tagged, "red alert". This tag was supposed to alert people that were packing bed to thoroughly examine every piece for damage before packing.

Delivery was scheduled for Saturday, 7/17/10 between 2pm -6pm. On Friday, 7/16, I received a call stating my delivery time needed to be changed to 4pm - 8pm. I stated that it was unacceptable and I could not do that. The Customer Service Rep said she would have the driver call when he’s on his way here. She also let me down for the 2pm - 6pm delivery time.

At 5:35pm Sat, 7/17, I received another call from a rude customer service rep stating her driver was running late and had just got to Winston. She stated he would be here very soon and definitely way before 8pm. I told her that was extremely unacceptable and about the previous conversation the day before. She was very rude and stated driver would call me when on the way here.

I tried to call customer service back at 7:10pm to find out where delivery guy was, but they were closed. Delivery guy finally calls around 7:20pm stating he would be here in 25 min. When they finally showed up at 8pm, they unloaded only the steps first. When I went to examine before they brought into the house, the new steps were damaged worse than the ones I already have. The delivery guys were even pointing out damage. I obviously refused delivery.

I tried to call customer service on Sunday, 7/18, but they are still closed until tomorrow. I called the store trying to get something accomplished today, to find out the name of the store manager and speak to them. Of course, it turns out our original saleslady is the store manager.

Buying a bed should not be this complicated! Apparently Mr. Seaman, the store owner and President, doesn't need to make any more money and doesn't care about the quality of his product or his customer service. To make matters worse, I am currently pregnant and my pregnancy is extremely high risk. I am not supposed to be getting stressed out, or upset. Gee, wonder how all of this unnecessary stress is affecting my pregnancy!

I was told that it would cost an additional $200.00 to have them motorized. No problem it was well worth it. When the furniture was delivered the couch was powered and the loveseat console unit was manual.

I was told to call the store to let them know it was wrong by the delivery person. I spoke with the manager and he told me it would cost me another $200.00 to have the loveseat motorized. I explained to him that the salesman already charged me $200.00 to have the set motorized. He said its $200.00 per unit. That is not what I was told when I bought the set. He said I would have to come back to the store in order for them to upgrade the unit and I would have to prepay before they can send out the new unit. I said I would call the corporate headquarters that this is not fair. I told the manager the salesperson was well aware that I could not use manual couches because of my condition and why would I want only one couch that I could use and the other was useless to me. He told me "Do what you want but I have the last say."

When I called corporate, they said the manager would have to take care of it not them. Also the lamp that came with the set I sent back with the delivery people because it was broken. I had to go back to the store for that as well to pick out another lamp. I had no choice, I had to go back to upgrade the useless loveseat. I told the manager when I called him back that I would be coming to the store to pick out the lamp and upgrade the loveseat unit to power. When I arrived at the store again, I told them how unfair they were and I would never again use their store. I picked out another lamp that was $19.99 more than the one I originally had bought and I would pay the difference.

I was told I would have to pay $260.00 and they would swap them out. I told him wait, how could I owe that much when the lamp was only $20.00 more and he said taxes were added. I am not a stupid women and I actually passed my math classes in school. Sales tax in this state is 6% which does not come out to 40.00 in taxes. I told him to rework his math. When all was done I paid additional $233.19, which is the correct amount not $260.00. After getting home, I realized they charged me again for the protection on the powered unit for 59.99 which was already paid on the manual unit.

Now I have to go deal with them again to get this resolved. I doubt they will work with me as I have called the store 4 times this morning and was hung up on before I ever go to speak with someone. I feel very cheated and mislead by this company. I plan on buying two more rooms of furniture and I told them it would be a cold day in hell before they get any additional money from me. Someone needs to look into this store's practices. If they are cheating me I am sure they are cheating many others. I was lied to in order to close the deal. After reviewing my original invoice, I can see many errors in the amounts they charged me. I am going to have to make another trip to the store to try to get this resolved. Anyone reading this post, I truly hope you will consider doing business elsewhere.

Three people live in the house (two adults and one teenager, as well as a Chihuahua). We are hardly at home with two full-time jobs, my daughter is in school and at practice, as well as my husband and I go to school along with work. We have contacted Rooms To Go and they said since the initial one year warranty is expired (in which we purchased) there isn't anything they can do about it. I contacted someone to fix and re-upholster the sofa and it cost more to have that done than the initial cost of the sofa, which was $1600. Also, we have a dresser we purchased at the same time and the drawers have fallen apart as well as the hardware.

I called back 48 hours later to reschedule deliver and the CS rep advised I have to call back on Monday that my account is "locked"(?) Locked? I called back the sales rep and inquired and he did not know what "locked" meant and advised he would call on my behalf. He called me back to advise that since my chairs had to be unloaded - it is now locked. He spoke to the ops manager and assured me that the mgr would call me back to schedule a deliver date. No call.

Next day, I called and sales rep advised that the mgr did call but I did not answer. I had my cell phone with me the entire day and asked did he leave a voicemail. No. And still no deliver date. 3 1/2 weeks later. Nothing. The sales rep called and apologized and advised that he will ensure I get a delivery date. I advised, don't. I want to cancel the entire order. He said call customer service. I called, cancelled the order and refund can only be a corporate check since I paid via debit card. It will be mailed in 7 to 10 business days. 3 weeks later, no check.

Hmm, okay, so I have to fluff it daily? Didn't tell us that in the store. Okay, cushion on seat of the love seat is wearing out way too fast. Just a couple months in and we had rude service man back out. Yup you guessed it, he fluffed and left. We have had them out maybe five times in the past year trying to relay to them that there is something wrong and it's wearing out way too fast. Their reply is that we are too hard on it. Hmm, mature adults only sitting in the chairs. Is it for display only? Dick's chair started to catch when it reclined. A guy came out and used a file-- that's right a file! On the wood where it was hitting and filed off a good inch or more so it would catch any more. Let's see, if it is catching that means something in the mechanics is out of whack, right? Nope. I just carved away the wood. I guess if it happens too many times he will have to saw clean through the wood to fix it.

At last visit, we had someone tell us that we couldn't return the furniture because they could not take it back. It was in too bad a shape and they couldn't resell it! Do you get that? So if your furniture breaks and needs replaced, it better be in great shape, basically in store floor condition to get it replaced. The stuffing on my foot rest is now sticking out of the foot rest about 8 inches. We have called the store manager. The service department for all of Rooms to Go, extended warranty people, and many many more people who kept us keep sending us to someone else. I don't see us getting anywhere with this store! I see me tearing it apart and trying to fix it myself so we can at least have furniture until it is completely paid off!

If you read this, please! Please! Pass it on to everyone you know! This is not an exaggeration. If anything, I probably have missed several things, but you get the idea. One last thing, we were just told that any cat scratches on furniture voids the warranty. That's right. Just one claw mark or cat scratch and they don't have to fix your furniture, even if the problem is no where near a scratch! Sherry just got off the phone with them. She asked for a supervisor but they offered to call her back. We have had that promise before so she said she would hold. They would not let her. She had to tell her problems to the person on the line and would not be directed to a supervisor at all! We are not done paying for furniture that we now figure we will have to try to repair ourselves, if possible. We cannot afford to buy new and are stuck with junk for a very long time.

Well, long story short, the chair wasn't on the truck. The driver apologized and told me that RTG messed up and that they would have to deliver the chair later. He told me since it was RTG’s mistake, then they would handle it and would call me immediately and I could pick the time and date of delivery. Well, he told me a little white lie. I had to call CS and ask about the chair. They then told me it couldn't be delivered for 2 weeks and standard delivery applies: 4-hour window, must verify you're home, etc. Great. I’m a prisoner for another Saturday due to their error. Waste of my time. Love RTG. Beware.

The managers are incompetent at best and are extremely rude. Even putting in a complaint takes 30 minutes. Somewhere along the line, your "automated system" failed to put in the order and the warranty on the TV was not invoiced at the time of my purchase. The managers say they can’t fix it as "that’s simply out of our control, its the automated systems fault." Corporate can’t fix it as "that’s the store managers not putting in the order." Finally, 4 weeks and roughly 6 phone calls to both customer service and the store itself, your rude manager at your McAllen, TX (Arturo **) store tells me that the TV should be shipped in the next week and will take 14 more days for me to receive it.

I have attempted to file complaints via your customer service department and have seemingly run into agents that deflect the situation into turning the situation on me! I am appalled to hear that Rooms to Go won’t upgrade the TV or try and rectify your error in any way. By purchasing my furniture from Rooms To Go, we entered into an agreement and understanding that the products, which I have paid in full for, will be received on a timely basis.

This is unacceptable. As a customer of Rooms To Go, I am asking for some sort of attempt to rectify this problem. A "sorry, man, that’s all I can do" simply will not do. I tried to get this issue resolved with your store manager, with only a "nope, no, I can't help you" and "this is the only action we are going to take, your just going to have to wait" and "there’s nothing more I can do." I was also told that "those corporate people are just customer service representatives, they don’t know what goes on at the store." After deciding to send you this email, I called back and asked for the manager's name and phone number so that I can include it in a formal complaint and was asked for my name, then was hung up on. What kind of customer service/business is Rooms To Go comprised of? It is a shame that a company's reputation can be destroyed by a few bad managers and customer service representatives, or is this what comprises Rooms To Go?

On the day of the delivery while I am waiting for my mom to get out of surgery, they called and said they will be there in 15 minutes. I said that was fine and inquired why they called my cell phone instead of the house phone and asked if they had called the house phone, which they had not. I told them I was at the hospital, but my son was there. Now, the driver said he has to prove he is 18 without even seeing my son and refused to go to the house and deliver the furniture. My husband said he would drive home but it would take 30 minutes, which of course they refused.

I called the store and said I would come and get my money back, but they said since I paid with my debit card, which of course has been subtracted from my account, I would have to wait for corporate to send me a check. So I can't even go buy furniture some place else, until they decide to send me a check.

To add insult to injury, when the furniture was delivered, the brackets to hold the mirror on the dresser did not come. So, the mirror sat on the floor for over a week. When the brackets were delivered in the mail, they did not fit. Two of the holes on each bracket did not line up with the pre-drilled holes on the mirror. Being sick and tired of waiting for Rooms to Go to fix the problems. My husband (who is a good handy man) added two holes to each bracket. When we tightened the screws into the mirror with hardware provided by Rooms to Go, the screw broke through the front of the mirror and splintered the wood. Rooms to Go has blamed me and said they will not repair the mirror because it's "customer damaged." If Rooms to Go had gotten my order right on their first three tries, I would not have taken steps to remedy the problem on my own. I will never shop at Rooms 2 Go again!

When I flipped the cushions to the other side so that they could have even worn, I noticed that the structure of the sofa was poorly made. I also purchased the accent chair and the foot fell off the first time I rearranged my furniture. After paying almost $2000 for this set, I was highly upset with the poor craftsmanship and quality. I am now very unhappy with my set and want to purchase a new set but I don't know what to do about this one. I will never purchase anything from there again. I guess I need to stick with more "high end" furniture dealers like I've done in the past. This was my first and last time buying anything from there.

When I called warranty department, they told me that they ordered cushion for the chase also at the same time ordered 2 cushions. This couch is garbage and embarrassing. I also purchased 3-year warranty for protection, which cost about $100.00, plus force-field bottle, and when or I should say if they send cushions, it won't be protected with chemical stuff use at warehouse. Also, I have to have an engineer or tech come out to install cushions because it's the kind of sofa that is glued to frame. Does the company expect you to buy a sofa every 4 months? It's not even paid for yet. Representatives at warranty department keep lying to me about the delivery of replacement cushions. I don't have proof or do they give you a request no. They don't contact you and refuse to give refund or exchange. I never had a problem with other furniture companies. There should be a class action suit. I want to throw this couch in garbage; it’s that bad and embarrassing. I have 2 1/2 years still to pay on this.

Funny that they will deliver your goods on the weekend but won't fix their errors on the weekend. So I asked for a morning appointment, so I can request the time off at my job and was told "we cant give appointments, we can only put your request for a 4 hour time frame and if we don't make it by then there is no guarantee, you will just have to wait". Really? So, I have to take a full day or request a full day of work because RTG cant guarantee a 4 hour window for them to fix the damage they caused? This is unacceptable and horrible service. I have no say or assistance with a schedule that works for me - the customer. They should not expect return customers if this is how "they have been handling it for 20 years" as I have been told. I will lose time at work to fix their mistake.

I called my AAA Visa card company, and when they inquired about what happened, Visa called me back and said the charge already went through and that Rooms to Go has a "No Return Policy." I went on the computer and looked up "Rooms to go Return Policy." Their policy says that a full refund is allowed within 48 hours of purchase or 80% after 48 hours. It was only 40 hours since we bought the furniture.

I called back my AAA Visa car company and told them about the 48-hour policy. The women at Visa said she will contact the Rooms to Go Corporate office next Monday. I am a disabled (amputee) U.S. Army Veteran on disability. I don't have the extra $600.00 that Rooms to go is trying to flim-flam out of me for the chair that was supposed to be included (as in their showroom set-up). The two police officers who came to my house after the delivery men left said that they had "bad" personal experiences with Rooms to Go!

At this time, I am waiting to hear from my Visa Card Company about my refund. Beware of the big companies, and be aware that buying with a charge card is not 100% safe.

Approximately a week and half before June 3, 2010, I received an automated telephone call informing me to be home on June 3, 2010 so that my bedroom set can be delivered. I was supposed to receive a phone call two days before the delivery date but that didn't happen. In fact, I received one on June 2, 2010. The call informed me that my bedroom set will not be available until some time after June 8th 2010. While already waiting two months, I was extremely upset. The customer service rep kept repeating, "It's the manufacturers fault, the night stands are out of stock."

As a customer that was guaranteed a delivery date of June 3, 2010 for all of my purchase, I am upset and disappointed with Rooms to Go. While I tried to negotiate with them, they were being extremely unreasonable. Although it was their fault for not living up to their word and giving me what I rightfully paid for, they still do not want to do anything to try and make the situation better. Rooms to Go needs to realize that the more customers that are wronged, the less customers they will have.

Finally after speaking to a manager and never receiving a call back, I called them back. I asked for my money to be refunded and they said I would be penalized 20% of the purchase price. I had asked that I not be penalized since this incidence was Rooms to Go's fault and not mine. The manager promised to call me back but failed to do that as well. I called back again, just to find out that they wouldn't refund me 100% of the purchase price. While I was disappointed, there was really nothing I could do. I don't want to risk losing 20% of my purchase, as it is somewhat of a large amount. I figured if I have to wait for the nightstands, I might as well wait for the bed, dresser and mirror. When I called the store back to request that, they informed that the bed, dresser, and mirror had already been loaded onto the truck. So, now I am stuck with a mix-matching bedroom until June 10th. Oh yeah, that's when I will hopefully be getting my nightstands, not earlier.

I then called the actual store. They also confirmed I would have to wait till 6/16, but they would credit back the delivery fee at the time of delivery. I haven't made up my mind whether I will cancel at this time. I went through the exact same thing at a different Michigan furniture store and it took over 2 months for the furniture to come in. You shouldn't sell something you don't actually have! Buyer beware.

I had been very happy with the furniture and we only have adults in the house so it was never abused. When they came out the first time to look at the stain and look at the right recliner which was broken, the technician used a mallet to bang on it and said it needed to be replaced. (He left the mallet at my home). Without any notice a huge piece was delivered to my home. I called RTG and they said they would send a technician out to install it. (We had no idea they had to replace the inside of the recliner.) A gentleman named Jack came out and worked about five hours in our living room. He worked very hard and seemed to do a very good job, but when he left, I sat in it and reclined and the arm separated from the couch. Even though I sat in it when he finished and it seemed fine.

I called again and they were supposed to call 20 minutes before coming out but the guy called from the driveway and said he could not wait 10-15 minutes for me to get home. He said he would set it up for another call but no one ever called. The arm on the broken side has no stuffing in it either and the wood between the recliner and the table that comes down is very painful to lie on. After much frustration, I called again to get the broken recliner fixed. By that point, I was very upset and disappointed with the couch and it was suggested that I request a reselect, to pick out another couch. My problem is that it matches the love seat so we would like to get another one like it, less all the problems.

The 4th time I called to try to get them back, I spoke to Pat at the service center and explained that I wanted a reselect because this has been going on for so long (they keep saying it's fixed and it's not). Now my extended warranty that I paid for is running out in two weeks. She said she would send a technician out to look at it and then she could make a determination. Well, I'm sure these technicians are trained to come out and say everything is fine. My husband was here and said he worked on it and replaced something that "fell" off. I got home from work and sat in it and reclined and thought for a moment that it was repaired, but when I got out of the recliner, the bottom portion went lopsided. I got up and could rock the bottom portion of the recliner about 8-12 inches in either direction. The other side is solid. The broken side can be rocked so much that it is no longer part of the couch at all.

What it gets down to is that I am a very dissatisfied customer who has been lied to so many times that I can't count them all. Is Rooms to Go going to honor their promise to replace a completely broken couch or am I going to have to take this further? We spent our hard earned money on this furniture and expected it to last more than 18 months. We desperately need some help from someone who has the authority to take action. I called the store again because it would be great to have the same technician come out and tell me that the couch in now repaired. I will show him how it is not connected properly to the rest of the couch and he will just add more nails.

I do not want more nails, nuts and bolts or whatever he wants to do to it. I do not feel comfortable in this couch anymore and feel that someone could be injured trying to get in and out of it as it is. If Rooms to Go cannot honor their word then I will be sure to let the Better Business Bureau know what we have gone through and now that the warranty is going out, Rooms to Go just keeps taking time up by sending out technicians that say it is fixed when it is not. I would love to have a technician come out today after the other technician has been out and have them tell me that they would want this couch in their living room and would want their family to use it.

I pray that this letter is getting to the person who can help me. Being the sole supporter of our family makes this very important. My husband is diabetic and is extremely limited in what he can do. He is now disabled. My son is in college and we have a difficult time getting by on my salary so it's not like we can just go out and get another couch, which is one reason I bought a service agreement which I usually don't buy.

Please be the one to help us. I wish I could send you a film of how the couch is now. It would be an embarrassment to Rooms to Go at this time. I called the store I bought it from and asked if they could get in touch with the corporate office to have someone come out and look at it again. Like I said, I've been dealing with this for months, but just found out that my extended warranty is almost up and I still have not received any satisfaction. I will send this letter to the Better Business Bureau and whoever else will help me advocate for proper treatment, if I do not get satisfactory relief by the end of this week. The couch is now in worse shape than it ever was and this technician said he fixed it. My extended warranty is up in two weeks and none of it has been honored. Please help us.

I called customer service and got no farther than if I stayed at the store. The rep named Pat told me the only thing she could do for me was send a tech out 2 weeks from today to visualize the problem and maybe fix it. I told her that was not acceptable. I want a new set. She informed me I could not get a new set but a dresser 1 week from today and I also have to keep the mirror that was scratched up from the delivery guys trying to peel a long sticker off that should not have been there on the mirror. Everyone knows a sticker on a mirror is not a good idea. Eventually the Rep hung the phone up on me because I asked her how would she feel if she paid for a product and it was brought to her damaged? Well, Pat, the rep, was not such a good help and as for Rooms to Go, you have lost all my business. My daughter was so upset because she had to sleep in the other room and she noticed how someone can do you wrong and not care.

I called on May 10th and the person I talked to said the part had been ordered and should be in soon. On May 18th, I called again because no one had called me. This time, the customer service person advised me that the part was ordered on April 21st. She also sent the tech an email asking what's happening with the part. She also told me she would call me back to let me know what's happening. After a few days went by with no call, I called back on May 21st. The customer service person advised me that the part was ordered on May 18th and there were no other notes about the email or what's happening. I asked her if all the calls were recorded and she advised me they were. She also told me that the part being broken was due to the customer misuse. I was told first that it was a defect. She did say that it is still being covered as a defect part.

I feel that this is not good customer satisfaction due to the fact that they have been lying to me and forgetting to order the part. Also, they can't tell me when my couch will be fixed. I asked them to rush the part order because they forgot to order the part and for lying to me, plus that it has been a month and a half since the tech came out. The couch I have now won't recline and if you sit on the left side, you sink into the corner like a spring is broken. The set was $3000 and has a great manufacturer warranty but the customer service at Rooms To Go is not up to par.

When I explained that I could not be home at that time, nor could I have anyone at my home to receive the furniture, the customer service representative managed to set up a way for the delivery people to drop of the furniture with the help of the management of my gated community. Later that very same day, I received another automated call telling me that pieces of my furniture would not be delivered until May. All that trouble was for only one end table. Again, I was never given the option to set up the delivery date, and again, they scheduled it for a week day while I was at work. My call telling me the date and time said that it would be delivered between "7AM and 10PM." Upon calling customer service again and trying to set up a more accurate time frame when I could possibly take off from work, I was told that the four hour time frame was all they could give me. Any person with a basic understanding of addition and subtraction will tell you that 7AM to 10PM is not a four hour time frame.

I then tried to set up the previous arrangement with the company and management from my community and was told by Rooms to Go that it was not allowable. If they were allowed to do it last time, why not this time? Because this conversation took place on the delivery date (because they didn't call me until after service hours the day before), I was told that I either had to leave work immediately because the delivery people would be there within an hour, or I would have to wait until July to have it delivered. I was then informed that I had no right to claim the furniture as my own (recall that the cost had already been deducted from my account in full) and that it would go to the next customer if I did not accept it that day. I managed to take off from work, show up just in time to meet the delivery people, and when they unloaded the rest of my order, my table was scratched. I would have to set up another delivery date to have it replaced. The company had the stupidity to call me after the fact and ask how my delivery went. I lost valuable sick leave from work because they did not bother to follow their own policy of setting up a delivery date with the customer. If I use all my sick leave before a particular date, I lose pay.

They do not have any courtesy or manners. I feel like I am in some third-world country (customer service-wise) when I enter their store about these issues. Do not buy from them. It is your money, and you do not deserve that.

I have been sleeping on the floor since 5/3/2010, because we threw away our bed, thinking that we will sleep on a new bed the next day. My mother, who is 63 years old, has been sleeping on the floor as well. My back hurts, and it is horrible. I feel sorry for my mother. In total, we spent more then $2900; and what we got is discomfort instead of a good night's sleep.

I think it was criminal offense of them to behave in this "non-caring", "past-the-buck" manner. He did business with them in good faith, yet they treated him as if he was lying. I was there and I saw what they did to his floors. The delivery man told him to report it and it would be taken care of right away. They are responsible for correcting this problem in a timely manner. They hired the the moving company, not my son. The name on that delivery truck and trailer was "Room To Go".

Now he is told after nearly two months, it is being handed over to the insurance. Another delay. Boy, they really know how to screw over there customers. New wooden floors in living room badly scared. The estimate to remove and replace the floors is approximately $4,000. This estimate was given by the people who sold and installed the orginal floors. They are very reputable, unlike "Rooms To Go".

I was given two contacts to call about the status of my claim and neither of them have answered or returned any of my phone calls. I honestly do not believe they even exist. Had Rooms to Go addressed this matter and taken care of it in a professional and timely manner, they probably could have salvaged some sort of return business but they insisted on dragging this out and giving me the runaround and I will never do business with them again. I can only advise everyone who reads this review that if you do business with Rooms to Go, pray that you don't have any issues with the furniture or damage to your property on delivery because you will experience five different kinds of ** trying to get them to resolve your claim.

When I decided to dust them off, I notice that when I lifted the cushion it had two small holes like a quarter size. I also notice that the shattered glass table had a corner that when the light hit it was not properly glued. I then scheduled an appointment with Rooms to go and told them to call me, so I am sure someone is there to meet them. I told them I needed a morning appointment because I had to work that afternoon. No one called me until an hour before they were going to come around 2pm go figure. I had to reschedule repair tech not happy. Says that it was not his fault and that I would need to call customer service.

I then reschedule with customer service again and having to take my vacation time to be at my home because I had no clue when they were going to get there. The tech same unhappy one calls me 7:30am gets there at 8am and then spends all 2 minutes of his precious time and says that customer service will call me. At this point, I have had it and let him know it. Then I call customer service and let them have it. Today, I get a call from customer service to let me know that the tech says that the defects are my fault and rooms to go is not responsible. I will have to take pictures and send it to them via email for them to reconsider. The Tech says that the sofa had to be my dog that is a golden and lives outside. My dog is a genius, he can come in when I am at work and lift up the cushion and cut a quarter size holes perfectly.

I think he just set a world record. Seriously people get a clue. The glass is another story. He says that something had to have spilled on it to cause it to un glue. If it has glass on both side not sure how he made up that story. I asked them to send a different service tech not happening now I have to take pictures and send them via email. This is the worse customer service ever!

I wait an hour, call back and am told "the guys went home" so now it will be the 7th of may. No one called me, I had to find out by calling them. I go to the store where I bought the furniture. "Well" nick s. Says, "delivery is already closed for the day but I'LL get this fixed tomorrow for you". He calls, but the "best they can do" is to have me wait now until the 13th of may to get my furniture. (We'll now be at one month waiting for delivery). I ask to speak to his manager, but there's no one else I can talk to apparently. I am so angry I could chew nails. I spent $3500 on this furniture and am sitting now for three weeks without it, and am going to have to wait 2 more weeks to get it.

Oh, and if I want a refund - I can't get one because I didn't "return the furniture" within 10 days from the original order. Because of their mistake. Wow. Thanks for the great customer service, rooms to go. You ought to be ashamed, but I know you're not because after all, you already took the money and ran.

My wife and I are both at work during that time, so we called the store and they said they'll have to reschedule the delivery. The kick in the head is that they couldn't tell us until next week when the delivery would be. So after we waited for 2 months to begin with, now we have to wait until next week to even get a new day. They asked if we could have someone come over for us during that time. For four hours? Come on! We could have built the furniture from scratch in the amount of time it takes them to move a set from one warehouse to another and deliver it to us.

Now I for one know that she is a liar, but she was told to say that. After reading all of the complaints I know this is going nowhere. So I will never buy anything else from RTG and will tell all my friends and family to stay away from them also. My mom is having a house built and I will be taking her to Haverty or Ashley's to furnish her home.

As I was going to the door the same salesman approached me and asked if I found anything. I told him yes but that I didn't understand the tag for the pricing. He very rudely showed me a tag and said that he did not see why I could not understand it. He then asked me if he could escort us to the door to leave. As we were leaving, he told a saleswoman that he was escorting us out and she said good, lock them out while you are at it. I know that the time was getting close to closing time but that was no excuse to be rude. Not only will I never go to Rooms To Go again but I will tell everyone I know and come across about the rude and uncalled for treatment I received at that store.

When I went back to Kanes to buy me desk, bedroom set and dinning room set, I told them of the treatment that I was subjected to at Rooms To Go and they said well it does not surprise us as we have had three people come in today with the same complaints. With attitudes like they have, I guess they may be the next store to close their doors and wonder why.

I'm not happy with your service. I called the store and they said if I have a problem call corporate in which I intend to do so, some customer service after they already took my money. We are very disappointed. I want my money back. I don't want your furniture. I am going to call our state representatives, state commissioner, governor and who ever I have to to get my money back. Hearing how much they hurt my wife after we save our money to get this treatment is not acceptable. They would not even let me talk to the store manager at the store. We are hard working people, you need to train your staff better customer service skill, we do here at Walt Disney World to keep a customer happy. Hope we can resolve my money back without no problems, please. Floors damage, front door gauged, ripped sofa.

Heaven forbid you should be honest with these people. She offered to send a technician out at to look at my sofas, but, should he determine there to be nothing wrong, I would have to pay a $150.00 service call. After reading the endless stories of people being told there was nothing wrong with their furniture, I opted to spend the money, and more, to replace the foam cushions. This stuff is garbage. The money they spend on advertising alone is astonishing. Spend less on that and more on quality materials and you might get somewhere.

We called "customer service" and requested a service technician to come out and look at the problem. The tech is the one who told us there was a piece missing from our bed and he went out to his van and made us some center support and nailed it to the bottom of our center slats that hold our box spring in. The mattress warranty states that if the bed is not set up properly with adequate support, it voids the warranty.

We called "customer service" yet again and they told us the 1.5 inch body prints that are in our mattress are within the manufacturers specifications as far as normal wear and tear! She did decide to send us "new center slats" and the support that is supposed to hold it up, well all we got were some unfinished 1 x 4 pieces of wood with no places for the hardware to hold them in place and we did not receive the support beams that are supposed to go under them to hold the weight as promised.

So now we have a mattress that is prematurely breaking down, center slats that are ruined and a bedspring that is bowed and 4 pieces of wood they sent us that will not help us in any way! All for the great price of $2800.00! We decided to go to the actual store where we bought the furniture and speak with the manager. We spoke to the assistant manager and he seemed as though he is going to try to help, probably just to get us out of his store and away from his new customers or "victims" as I feel they will be treated just as poorly as we have been.

Now we have spent $2,500.00 on furniture that is poorly made, and there is nothing we can do about, except maybe sell it for next to nothing in a garage sale! We will never do business with them again. I am one to tell people when I have gotten good service, but I also tell them when I have not, and RTG has lost at least 3 sales due to our complaints to friends. To bad for them!

Another thing. We bought a loveseat for a spare room. Within 3 months, you could not even sit in it. It broken down to the point that there were indentations in the cushions (no we do not weigh that much to have caused this to happen), so no refund on that either. We got a store credit and picked out as many home accessories as the credit was worth. Well, when we got the pictures home, they are bowed. When they delivered the console, they put it up against a wall.

About 21/2 months ago, all of a sudden, the middle shelf was hanging down. Come to find out, the ears on the back of the shelf were completely broken off, and over time it just couldn't hold itself up any longer. The tech came out, he ordered a new shelf. When it arrived, it was also broken. We have just now received the 2nd one. So far it looks okay. Now, he will be out April 16th. So let's see, 3 months to get that repaired, which is a surprise in itself that they are even doing anything about it.

The order for the back ordered television cabinet was cancelled. They advised they would be charging a 20% restocking charge for this out of stock item. We were told the only way we would not be charged the 20% was if the store manager processed it. The store manager would not return repeated calls and messages left. They did refund less 20% 2 weeks later. 2 1/2 weeks later at 6:30 AM, the phone rang to advise a technician was there to inspect the chair. We had not received any prior information for this and declined to meet the technician downstairs in our high rise building. We will attempt to repair this ourselves. I have never received worse service from a company and I’m telling everyone I know to not buy anything from Rooms To Go.

I called RTG only to be told they would have to send a "technician" out to verify the "damage" and that appointment could not be made for another 30 days because "they only come to Fairview, TN twice a month". So I waited. Finally, on March 25th, "Joe" shows up- nice guy but all he did was take a piece of string, throw it over the mattresses and measured the "dip" that was evident. That's it! He didn't sit on the bed to see how far down you sink and even after I told him he should do that (five times), he didn't. He then left.

So, today, March 26th, I get a call from RTG Customer Service, I was not able get the ladies name, as she sounded like she was reading her diagnosis off of a cue card and she said that per the manufactures specs, the mattresses had to show a significant dip of 2 inches, so there was nothing she would do. I told her I knew this was going to happen and that I would just call corporate and she stated she was corporate and that's the way it is handled. I told her I have had problems before w/ RTG (they delivered our entertainment center broken) before and had to call corporate and she asked me who I spoke with and I told her I was not at home to get that paperwork but that I would call her back and then the line went dead and the lady never called me back. So, I will call corporate but I'm sure (after reading all these other problems w/ RTG) I will get no where. I am so mad, we cannot go around paying $2000.00 every three years on new mattresses!

If that was not a nightmare enough, our Living Room package was supposed to be picked up on 3/18/10 by my son with his truck, but he wasn't able to pick it up before they closed that Thursday, so we called to see if we could pick it up the next day. I was informed that my paid for merchandise had been put back into inventory and I would have to wait another 2 weeks to get my stuff. I got really upset and told the lady (Amanda) that was just not right and it was my merchandise and she then informed me that it was in fact mine that they have claim of the furniture until it is physically in my hands and they can sell it to someone else (especially if it is a high demand item) even if I am one day late picking it up and have paid for it in full. She said my name wasn't on the furniture (in a real smart** way) and that I needed to calm down. That is the way they do business on open inventory items.

Needless to say, we are ****** at this company with whom we've bought numerous furniture pieces over the years. Never again! Also, just to warn other buyers, if you are ordering any package that includes the 50" TV, don't expect to get all your furniture at once. They will deliberately hold a piece back just so they have additional time to process all the TV orders. You cannot receive your TV until everything has been delivered in your package. They are still holding our Ottoman that showed it was in stock online and when I called, but conveniently it was on backorder until May 8, 2010 for my Living Room package. So, we won't get our TV for that until probably 2 weeks after that. These people have balls!

I tracked down corporate office and spoke to customer service (3 times), and was told company does not offer refunds. I then explained I don't even have the sofa. After one more call, I got a supervisor who promised me a new sofa. I never did get the customer survey call so I would still be waiting had I not taken the initiative to contact them. I write this as I wait for the delivery. There is no promised time as this was an "add on" (I guess I am supposed to feel special). I am taking the entire day off work, there was no call and no sofa thus far. I will not step foot in Rooms To Go in the future.

A month later, a sales representative came out and give me some ** about me leaning so long on the arm. That was some **. I have had furniture before to know there was not enough cushion/foam on the arms especially if I felt the wood. A week or 2 later, they replaced the furniture with more used furniture. A few later, the same thing happened, I'm sitting on wood. The cushion inside the pillow are different. Its more cushion/foam in some than it is in others. You can see the wood protruding through.

The ottoman hurts if you sit there too long and the cushion/foam is completely gone. To top it off, I have no kids staying with me. Its just me and my boyfriend that's here and rarely home to lounge on the furniture. So it can't be said that my children is playing on the furniture because that would be a lie. Rooms to go ripped me off with selling me cheap and used furniture that's not the same as the showroom furniture. My hard earned money wasted. I will never shop there again.

When they were delivered they were also 6 in. We have asked several times for them to get the legs. It is now March 17, 2010--still no legs. We have asked them to pick up the set and give us our money back and they keep giving us the run a round. Since they have not carried out the customer satisfaction, what can be done about this? Our bed is high and the casters underneath do not look right since a bed skirt is not an option. My husband would like to talk to the attorney with all details.

The same delivery men brought the piece in and noticed immediately that it was also rocking. At this time, customer service stated that they would send out a service technician. The technician arrived a week later and tried to rearrange the legs to see if that was the problem. That didn’t work. He left. I was then called and told that the head of the service technicians thought he could fix it and would be coming to my house later that week. That man came and took down the netting underneath to look inside, which the other guy didn’t think to do, and thought he knew what the problem was, but it wasn’t something he could fix.

He called and ordered a 3rd wedge! The wedge arrived today, March 16th; same delivery men, same problem. I called and was told that they could either swap it out a fourth time or we could go in and pick out another sectional! I went to the store to talk to someone in person. I was told the same thing, but this lady told me she would have them deliver the wedge to the store so I wouldn’t be inconvenienced by staying at home waiting for a delivery. I could come in and look at it, and if it was fine, I could have that one. I agreed, but then she said that I would have to find a way to take it home if it was working properly. I do not have a car big enough to take it home!

So she said she would see if they could work out a "special delivery". I then received a phone call from her saying that they can't exchange it until they have the wedge from my house, and asked if I could go home and try and fit it in my car and bring it to the store! I then called the corporate offices and got the same answers, “Try a fourth wedge or exchange the furniture!” I don't want either! I don't want their bad furniture in my house! This has been a total inconvenience. I have had 5 days now where I had to sit at home for my "time frame of delivery" and wait, besides the fact that we haven’t been able to use that portion of the sectional! Totally unacceptable!

I called the store. They told me I needed to call Wayne, my salesman; so I did. He told me "Sorry. Rooms To Go has a "can't do anything" policy." I called corporate, and they said the same thing. My wife and I were lied to by Wayne, the sorry salesman, who apparently needed the commission pretty bad to lie about it. When I told them I would return the whole bedroom, they said that would be fine. Then they would have the bedroom suite and your money.

Basically, we are stuck living with a lie told by a two-bit salesman who has no pride and works for a sorry company with the same principles. RTG will never see another dime from me, and I will tell the world to stay away! They are a horrible company which should be investigated.

I called immediately and was told that the hardware would need to be ordered and delivered to my home address and then I would have to schedule appointment for a technician to come by and assemble the entertainment center. On 2/21/10, the flat screen TV arrived from Best Buy, but it is not working correctly. The delivery people say I will have to contact Best Buy to exchange it within 30 days. Rooms to Go is telling me that this is not their problem even though the TV was part of the package deal I purchased from them. On 2/27/10, the hardware was delivered to my home.

I called Customer Care and talked to Consuelo who said she would call me on Monday to see if she could have a technician come out the next Saturday to assemble the entertainment center. On 3/1/10, Consuelo from customer care called me back and said the technician will come by on Saturday, 3/6, to assemble the entertainment center.

On 3/4/10, Rooms to Go left me a voicemail canceling Saturday appointment and asked that I call to set another date. I called Customer Care and talked to Vanessa this time, and after expressing my displeasure with their service, she called me back and said someone from the nearby Pineville, NC store will come by on Saturday, 3/6/10, to assemble the entertainment center. She could not give me a time or window of time so I told her I would take off from work and wait. On 3/6/10, no one from Rooms to Go called or showed up. I was home all day and night. I was so upset that evening that I emailed a Ms. ** who is the vice president of something there and filed a complaint.

On 3/8/10, I received an email in the morning from Ms. ** apologizing for all the inconvenience and she would work to resolve the problem. By 4:30 pm, I had not heard anything from Rooms to Go so I called Customer Care again and talked to Jeremy who informed me that my situation was now in the hands of Ms. ** and they, at Customer Care, could no longer deal with my problems with their service.

The large pieces of metal and glass are still sitting on my living room floor. I have tripped over them twice and now my pets are starting to chew on the Styrofoam packaging. I have no place to store these pieces and I am concerned if I try to move them and break something, I will be responsible for the damage including injuring myself as these pieces are extremely heavy (it took two delivery men to bring it into my home). I have already filed a complaint with the BBB of West Florida.

He went back to Rooms To Go and reported that the mattress was being used for normal use, and sagging no more than 1 inch. They say it have to be at least 1 and 1/2 inch! The only thing is that he wouldn't let me lay on the mattress and take the measurements after I got up, which could be up to 2 inches in sag. We hadn't sleep on the bed for two days before he came out. So he took the company's side to issue his opinion. And he looked to be an out of work carpenter being used as a technician!

He asked me what was going on and explained to him that my wife and I are having sagging problems that's hurting our bodies. We're both over 50 years old and that the mattress is not doing what we had purchased it to do and not firm like we had thought! We were seeking to replace the mattress with another new mattress of equal value and not be refunded any money. But they declined to help us!

The salesperson wrote off the ticket for the complete exchange of the furniture. The salesperson called me on my way home to tell me that I was going to pay an additional delivery charge. I asked for an express delivery, which was supposedly scheduled for the following Monday between 7 AM - 10 PM. Needless to say, no one showed up. I then called the manager the following day to express the issues with continuous problems, as well as the issues with the salesperson. The order was placed, and I had to now wait 2 1/2 weeks, for the exchange to take place.

The delivery day came, and of course, the brackets for the sectional were not provided, and not installed. I called customer service again, and was told the brackets would take 5-6 days to be delivered, and then I would need to call to schedule a technician to come out to install the brackets. Frustrated, I made a trip to the store on my lunch break to chew out the manager. Lo and behold, I was told I could receive a $100 in store credit, which I quickly said "no thanks!" I also expressed the only reason I still have the furniture, is because on the back of the receipt, it said should you return, there is a 20% fee, which would be $600 for my purchase.

The manager said I will give you the full refund, if you don't want the furniture. I jumped at the chance to get this out of my house, and this company out of our lives. Today, I received a call from the corporate office, inquiring about my furniture experience, and once I expressed I was returning the furniture due to the poor customer service, the individual said "okay bye". That was the final testament as to the lack of care with this company. I am now waiting for the pick up of the furniture on 3/10/2010, and the subsequent credit. I am hoping all of that finally goes smoothly, however, I am completely doubtful.

I made the choices so that there would be no further delays in my order being fulfilled. I asked for the furniture remaining and television to be delivered to my home and was told to verify a different delivery address with my credit card company, which I did. I took off work as a physician to be there for the delivery, which did not happen.

When I called, they said that the address had not been verified, which was untrue. After four calls over as many hours, I had the credit card company and Rooms to Go on a conference call and the credit card company hung up on them as it was clear they were incompetent and had no idea what they were doing; they were wasting both of our time. They again noted acceptance of the address and I called Rooms to Go again the next day to set up delivery of the TV for the fourth time. I took off work again today to finally receive the TV although no one called two days in advance to let me know when they were coming, as my assistant and I were told repeatedly would happen.

The delivery people showed up today with the console and lamp but there was no TV. They informed me that once they confirmed the delivery of the furniture, it would be another two weeks before Best Buy delivered the TV. I spoke to three customer service people to say that I had never been told this and I had taken off work three times to accept delivery of the TV, and I was repeatedly told the TV was coming today, as was my assistant. I have been trying to get what I purchased since November, and it has cost me more than five times the price of the package in lost time, etc. I still do not have the television.

Now, I get to start over arguing with Best Buy and take another day off. This is unacceptable business practice and unethical, and should be reported. I would never buy from Rooms to Go again and will plaster that suggestion all over the Internet and wherever I can get the message across to the most people. Maybe they will revise their policies and customer service when they lose enough business. It is readily apparent that I am in good company with my dissatisfaction.

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.