Rooms to Go Reviews

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

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

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

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

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

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

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

Additionally, our 4-hour delivery window was missed. They arrived 45 minutes late (7:45pm) and complained of being overbooked. The lead person was rude and didn't even go through the manifest before carrying stuff in. The left trash in my yard and driveway, a piece propped up against the garage that nearly got ran over, knicks in my walls, and pieces of furniture scattered throughout my loft and kid's bedroom. They said the chest was damaged, therefore, they could not assemble the bunk unit. (I did not see the chest at all.) I was left with hazardous pieces propped here and there and dirt/stains on our carpet. They said we would see them in a few days. Luckily, I called the following business day and discovered nothing had been scheduled. They said they would call back. They did not call back, so I did one day later. The second delivery was scheduled nearly two weeks later. (We had to get in the back of the line again.) I tried to get the piece myself and assemble myself, but they said I'd have to drive 3 1/2 hours to get it.

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

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

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

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

1st delivery: Headboard, which is essential in the bed construction, was damaged before delivery, thus never loaded on the truck. We were told this the night before delivery via a phone call from warehouse. Was told we would have to wait another week until Rooms to Go would make another delivery. I explained that our 2-year old son had no other bed as we sold his crib already in anticipation of delivery. Was told there was nothing that could be done. When truck arrived next day, over half the other pieces were damaged.

1. Computer desk-hutch, cracked and split wood, cork board had multiple chips, and the screws that were used in construction of the furniture were screwed in at incorrect angles, so they pierced through the side of the wood.

2 Dresser: cracked side, multiple chips in the wood, two - 3-inch long scratches.

3. Footboard: Cracked wood, chips in finish.

4. Nightstand: 4-inch long scratch on side.

Called Store, spoke with manager on duty the day of 12/20/2008. Was reluctant to give name, was VERY rude and discourteous. Said there was nothing she could do, we would have to take it up with the warehouse and customer service. Customer service scheduled another delivery day (1 week later).

Second delivery attempt: This time, the delivery guys showed up in a Hertz moving truck. I informed them of the replacement pieces for confirmation that they were on the truck. His response was that we owed a balance of over $1000.00---I informed him that was incorrect as we paid in full. So he never confirmed the furniture on the truck, he just went back out and started cutting open boxes. I informed him that there was a night stand in the house that he needed to take with them after they brought in the replacement - he said he would not take it because it was not on the list and not on the truck. He said take it up with...customer service.

As I inspected the furniture that they were literally dropping from the truck, I noticed that again, the headboard was damaged and had to again refuse delivery. Since it is not RTG policy to leave the furniture until a new piece is delivered, my 2-year old now has to sleep another week on the floor on an air mattress, in our room as his room is littered with partially put together furniture.

We called customer service about the headboard and the night stand... Their response is that the night stand is coming in a second delivery, now from 1-4pm. Our entire Saturday now has to be spent waiting for furniture as the second attempt was a morning delivery, and the night stand (3rd delivery) is an evening slot on the same day. Headboard will be delivered a week later... The saga continues.....

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

I was told that the delivery would occur between 7am and 10pm and that's all they could tell me. My time is very valuable to me, but Rooms-To-Go has no respect for my time. I am expecting guests tomorrow and I am afraid we will be sitting in the chairs holding our plates in our lap! When the cost of my time is factored into the cost for this table and chairs, I paid way too much. Buyer BEWARE!

This is ridiculous for a couple reason, first off my husband is 220 pound grown man that does not lean back in chairs!!! Secondly, the leg that is broken is a FRONT leg, which means he would have had to be leaning forward, another ridiculous scenario!!! Anyway, this furniture has not even been paid for yet, and I am not asking for anything more than the chair to simply be replaced. The rod iron simply snapped at the base of the chair!! My husband could have been seriously injured from the fall he took, or worse it could have been one of my children. The chairs are very heavy!!!

I have called your customer service department several times only to be met by rude and inconsiderate people. Two of those are Shannon ** and Alaina **, however I doubt those are their real names!! I would appreciate a timely response regarding resolving this matter to my satisfaction. If not, I will take this matter to the fullest extent that I possibly can to get my chair replaced. And in doing do, I promise to embarrass, humiliate, sue, and tell everyone I know in person and via the internet what type of problems I have had.

We had to leave town that day. So I called customer service and asked for a refund of my delivery fee. That they were not responsible for situations out of their control. Loading the truck wrong was. I then asked for a refund of my furniture and they also refused. I then agreed to have the furniture delivered the next week. One chair arrived damaged. I called the next day and and reported the the chair was damaged and they scheduled a repair man to come fix the chair on 10/18/2008 between 11am and 3pm. At 2pm, I called customer service and told them that I had to leave my home after 3pm on 10/18/2008. I was told that my only option was to reschedule.

DO NOT BUY FROM THESE RIP OFF ARTISTS... NO MATTER WHAT...THEY HOOK YOU WITH THEIR CREDIT DEALS...BUT YOU WIND UP PAYING MORE THAN YOU EVER INTENDED. The delivery came with two broken chairs and hutch, the king bed was set up with the plastic on the box springs, second delivery... between 2-6 pm, no... rec'd call at 4:30 pm saying running late by 1-2 hrs, rec'd 2nd call @ 7:30 pm - will be delivered by 9 pm, not... rec'd call @ 10:40 pm... that they were 20 mins away and on their way!!! NO - too late, in bed & get up @ 5am!!! Told them to take it all back...can't do that!

There should be a class action suit against this rip off company to teach them a lesson and get the owner, Jeff Seaman, CEO on the line. The corporate office is a joke, they could care less. Even the COO Stephen Buckley is unavailable! Guess so...they don't want to listen to the crappy messages that are posted on many sites... This site is just one of the places that people report their issues.

Well, that didn't happen, they didn't have it in stock anymore and would be 6 weeks to get it. We ask for money back and that didn't happen. Said no returns. So the manager sent out a bed and frame that was scratched to no end and was told when the other came in they would replace it. They got it replaced but still scratched. They wanted to send someone out to repair it. NO NO NO. Then was promised since we bought a Tempir-Pedic bed they would give us the pillows along with our order. That hasn't happened yet it has been 3 months or better. They still keep telling us next week, next week they'll be in. This has been the worst experience ever with a furniture company. And please check when you put it on credit with them, the manager and the sales person told us that the no payments until 2010 did not accrue if not paid by then. That is not so, It does! I wish I had bought our bed from someone else that stands by their products, and not a bunch of lies and empty promises.

October 03, 2008 to Rooms-To-Go:

"I have received your referenced email and respond as follows. In your email you stated, 'Unfortunately, our office would not be able to accept the two estimates you have provided for the reasons explained in our previous e-mail to you'? I did not clearly understand which previous email you make reference to where you explained any reason for denial of estimates by you or Rooms-To-Go. I do recall the email from you dated September 12, 2008 where you stated the estimates appeared exorbitant (excessive), and I responded accordingly. I have enclosed with this letter to you for your records a copy of my letter to Michelle ** (Claims Manager).

Promises defined in the purchase documents I received at time of my purchase say Rooms-To-Go written policy is my complete satisfaction. Rooms-To-Go are dedicated to providing the best in service and delivery to achieve this goal? Currently I remain very dissatisfied with Rooms-To-Go delivery contractor and Rooms-To-Go due to my well documented multiple delivery problems, associated product damages and ultimately the aforementioned damage to my personal property caused by Rooms-To-Go and Rooms-To-Go Delivery Contractor.

Thank you for the opportunity you offered in your enclosed email requesting I consider a monetary settlement from Rooms-To-Go to finalize this claim. Unfortunately I cannot accept your offer stated in your referenced email, I maintain the same financial position before my loss; in transit value of a damaged and repaired door will cause diminished value in the future appraisal of my home. It is my understanding through discussions with my insurance company (State Farm) that your failure to report my property damage to your insurance company could result in additional Liability.

As defined in my previous correspondence to Rooms-To-Go Delivery Contractor and Rooms-To-Go, I have provided two estimates as requested per written instructions from Rooms-To-Go Delivery Contractor and Rooms-To-Go. I consider my property damage claim open for immediate resolve and rightful restitution to me for personal property loss as defined within the two estimates. Govern yourself accordingly."

Letter No. 02 Dated October 03, 2008 to Michelle **, Claim Adjuster:

"I have received your letter and respond as follows; In this day and age I the consumer have to be extremely careful and strict in my decision concerning repair of damages to my property (home) which is my lifetime investment and the type of people I allow to be exposed to my privacy. Being the damage your delivery personnel caused was to the exterior front door of my home where the subject of quality affecting home resale and personal security come first and foremost; all details of repair thus far not disclosed in a procedure by Rooms-To-Go and their delivery contractor must be brought to the front and resolved prior to any subject repair being conducted on my personal property. For example, some of those details posing questions you have not answered or proposed are as follows:

6) Are background verifications performed on your contractors that perform the repair work and enter the privacy of my home; how am I assured of this?

The details leading up to my personal property damage caused by Rooms-To-Go and their Delivery Contractor Personnel wearing the Rooms-To-Go logos have been well documented and further provided to you in writing. Had your delivery personnel honored the request of me and my wife not to force the packaged furniture through our front door, we may not have this issue requiring Rooms-To-Go and their delivery contractor make restitution with me for my personal property they damaged. The previous delivery personnel you dispatched to my home did not use force and demonstrated a different procedure for moving the furniture through my door.

I once again make note of the fact that the first Independent Delivery Service Letter dated August 13, 2008; paragraph number two defines your requirements for amicable arrangements to be made by August 25, 2008 by your delivery personnel with me. This failed to happen as no verifiable contact was made verbally or in writing to me from the delivery personnel for review or discussion of my door damage resulting in me following your subsequent instructions to obtain two written estimates as defined within your letter.

I previously provided to you the required two written estimates for repair in full compliance with the third paragraph of your August 13, 2008 letter. These repair estimates were provided by two professional contractors in good faith having knowledge and experience in the product and repair task at hand. Unfortunately, both respectable contractors would not provide a guarantee under any terms for repair quality, longevity and satisfaction thus resulting in recommended estimated replacement (not repair) to its original state prior to the aforementioned damage. I maintain the same financial position before my loss; in transit value of a damaged and repaired door will cause diminished value in the future appraisal of my home.

On September 16, 2008 you contacted me by telephone to confirm that your contracted repair man would be calling me direct to set-up an appointment for repair of my door. As I reminded you in that phone conversation I had already provided you with the aforementioned estimates for repair per your aforementioned instructions and further explained that that your contractor was welcome to visit my home, look at the door and follow-up with you however; I was not in agreement to repair of my door where acrylic wood fillers, plaster fillers, gluing or similar compositions was the protocol for repairing my front door; these are not original compositions of my door.

Your repair man phoned me and I explained the same to him although, as I told you by phone he phoned back again and claimed he did not want to perform work where a repair procedure had not been agreed upon and, further stated he could not perform repair without using the aforementioned compositions during his repair resulting in him canceling his previously scheduled visit. I explained to your repair contractor as I subsequently did by phone to you, he was welcome to visit my home and look at the door and in no way was I denying him access to the damage; he claimed he understood but did not feel he could repair the door with guarantee or satisfaction and did not want the potential hassle.

In Conclusion and based on my aforementioned testimony of the events leading up to this letter, it appears that Rooms-To-Go and their delivery contractor have not been forthcoming in the resolve of their damage to my property. It is my understanding through discussions with my insurance company (State Farm) that your failure to report my property damage to your insurance company could result in additional Liability.

Further to your letter dated September 16, 2008 stating you considered my claim denied and closed by your transport department; I request your reconsideration as I still consider the claim open for immediate resolve and rightful restitution to me for personal property loss as defined within the two estimates required by and furnished to Rooms-To-Go and their delivery contractor (Independent Delivery Services). Govern yourself accordingly."

Finally a technician came out and said it was normal wear and tear. Nothing they could do. I also found out that my extended warranty only covered food and beverage spills. I still was not pleased because my less than a year old couch had signs of serious wear from being poorly manufactured. So another technician came out and he said the same thing. I reiterated that this couch does not even GET WEAR. I DON'T SIT ON IT. So he put some foam underneath and that helped somewhat.

A few months ago my boyfriend spilled a full glass of Coca-Cola on the couch cushion. I tried to get the stain out immediately, but it wouldn't come out. I called customer service and finally had a technician come out (they cancelled on me several times) and tried cleaning the stain, but he couldn't get it all up. I called customer service again and they are now telling me that my extended warranty is null and void because my couch has signs of wear and usage. What? Seriously? I am going into the RTG showroom this weekend and raising hell. I'm livid.

$1500 gone down the drain. I was conned into buying a warranty for food and beverage spills that is voided as soon as you actually use the furniture. So now I'm stuck with a less than 2 year old couch with a huge Coca-Cola stain on it despite the fact that I had purchased a fabric protection warranty in the event that something like this happened.

At 7:20pm the delivery truck arrived and the driver told me he have a problem he doesn't have all the parts for the bed. I don't understand how a company can be so non chalent regarding customer service and satisfaction. I refused parts of a bedroom set because that was not what I paid for. I called customer service and was told their is no other recourse because they have a no refund policy. I went into the store and was given the same inconsiderate rude I don't care customer care by the manager Roland. and then I was given a number to call back and speak with customer support who was now closed in the morning.

How could such a large company get away with being so rude and negilent to customer for so long. Who can consumers turn to, to ensure that Rooms To Go start living up to their motto which states rooms to go invite you to open your door to service, convenience and value.

1. They did not deliver as promised. which was a big inconvience because not only did I stay home half a day waiting for them, I also ended up missing class which was not within the schedued time frame. 2. When the delivery finaly arrived all the parts to the furniture was not available for set up.

They replaced the unit and it is not much better than the last one. For one the finish is much darker and there are more gouges. One of the doors is warped. They stated they would send another by UPS. I still have not seen it. When my dresser finally arrived, about four or five weeks after my order, it was worse. The first thing I noticed is that the hardware for the drawers was put on backwards (the pulls were inside the drawers), although not a big deal, they should have fixed them upon delivery. This item also had scratches, some they did not even try to cover up. The space between the drawers and the frame of the dresser were so large, I could see all the way down to my carpet.

It was poorly constructed and not of the same quality as the one on their showroom floor. Seems to be their practice as I have read the same complaint from others. I called their customer service center and requested that the item be returned. I was told they would only issue me a store credit. Their receipt states nothing about no returns, nor is that policy posted in their stores. I am disputing the charge with my credit card company and will hopefully be successful in getting my money back. Be wearly when making a purchase from Rooms to Go. Ask about their return policy if you are not satisfied. I will not be back.

They replaced the unit and it is not much better than the last one. For one the finish is much darker and there are more gouges. One of the doors is warped. They stated they would send another by UPS. I still have not seen it. When my dresser finally arrived, about four or five weeks after my order, it was worse. The first thing I noticed is that the hardware for the drawers was put on backwards (the pulls were inside the drawers), although not a big deal, they should have fixed them upon delivery. This item also had scratches, some they did not even try to cover up. The space between the drawers and the frame of the dresser were so large, I could see all the way down to my carpet. It was poorly constructed and not of the same quality as the one on their showroom floor.

Seems to be their practice as I have read the same complaint in from others. I called their customer service center and requested that the item be returned. I was told they would only issue me a store credit. Their receipt states nothing about no returns, nor is that policy posted in their stores. I am disputing the charge with my credit card company and will hopefully be successful in getting my money back. Be wearly when making a purchase from Rooms to Go. Ask about their return policy if you are not satisfied. I will not be back.

Poor Quality, Poor Customer Service,

This appears to be a corporate strategy. The chances that all items would be damage also seems unlikely that it was an innocent mistake. Our first attempt to obtain a refund was refused stating that they do not provide refunds. This appears to a corporate endorsed policy to sell used or damage goods as new with minimum discount. Please investigate to see if this is a common compliant.

$4500 and time to move the product.

I explained to RTG the bedfram is wood and it broke in one piece to please send someone to my house again. No can do they said. I need to take pictures and send to them. This is ridiculous. The bed is less than one year old and nowhere in their warranty is this damage excluded. Now my daughter is sleeping on a broken bed, that giving her back aches and I have to fight for my rights. I will never purchase from RTG again.

The wooden bed frame supporting the bed snapped at the left bottom corner. The bed is not hanging onto one side.

Less than a year later the loveseat started giving us problems. The springs are sticking out tearing the material, and the recliner on one side is lop sided. They sent out a tech he said nothing was wrong with the recliner and he would order replacement cushions for the damaged ones,and to call as soon as they arrived so he could come back and install them it would only take a hour.

Well about 6 weeks later no cushions, so I called in and was informed the tech had reported he had already repaired the funiture. A rep named Marilyn said she would call me back as soon as she spoke to the tech, never heard from her again. Called back the next week was told marilyn was on vacation, but the manager was suppose to of called. This rep said the manager would call back within 24 hours.

Guess what a week later no call, so I called back told them my situation, they said they had called but my number was a fax number. Then they told me again that the tech fixed it, I said NO, they then told me he said I had to have it professionally cleaned before they would repair it. I ask what that had to do with the defect in the seat, they said that just our policy. So I said I paid for a warranty thats suppose to cover anything, they say no not if you don't have it cleaned. I told them I wanted a refund for this so called warranty, they said I was not entitled to a refund because I had used the warranty. I don't know what else to do.

So the loveseat conyinues to terar because of the broken springs and i'm for $3000 worth of crap.

The next day the delivery guys showed up around 9 pm. They brought in a couple of boxes that contained the end tables and then... the next thing I see is a section of a brown leather couch coming down my hallway. As soon as they sat it down I said, that is not what I ordered. We compared receipts to delivery invoice, and the writing matched, but I insisted sorry that is not what I ordered. They told me I'd have to call the next day and deal with it. They finished setting up the brown leather couches. One of my lamps was scratched and the coffee table was not delivered at all. The delivery guys apologized for leaving debris all over the floor and left.

The next day I called the Boca store and I spoke to the sales lady I had dealt with. I told her my story, and she put me hold. Next thing I knew some other lady picked up the phone and asked for my story all over again. I did not care for the second lady's attitude. Half of the conversation was inconsistent. First she said, oh I was told you are missing a lamp? Oh, but it says here you did get everything. I said, no, and I told her again. Then she was laughing, and then she asked if she could call me back. I said okay. I hung up and I was freaking out. I had read so many bad complaints about Rooms To Go and I felt this was the beginning of a nightmare. I was afraid because I had signed off on the delivery sheet.

I waited for about a half hour and then I called back. The lady I spoke to before said she left a message on my behalf at corporate and I was welcome to call them myself if I wanted. When I called corporate I spoke to a very nice lady named Kathleen, and she assured me everything was going to be taken care of and she apologized for the mix up. Kathleen said to go ahead and enjoy the nice leather couches and the correct furniture would be delivered next week.

Both promises she made me were upheld. I was told they would call Monday with a delivery time frame for Wednesday. They did, it was an auto message. Then on Wednesday they showed up right on schedule with the correct furniture, my coffee table, and my new lamp. The delivery guys were very nice and professional, they set everything up and made very nice conversation. Overall my experience was a good one with Rooms to Go. I hope it stays that way!

I upgraded and once again the same problem. Another exchange.

Now Sept O8 yet another bad matress and offer to exchange. I am very disgusted and requested my money back.

I am disgusted and requested my money back. I have a bad back due to prior injuries. All I want is a good nights rest. I am only 39 and wake up feeling 90.

It takes most of my morning to get my back comfortable going from a supinated position to upright. They (Angela) only offered another exchange and under no circumstances a refund. This will be the 4th exchange and quite frankly I can't trust this not to happen again.

I get home that evening and inspect the furniture and it has HUGE dents, gouges, scratches, some greasy marks that can't wipe off etc. I called the next day to complain. (I didn't pay for scratch and dent so I don't EXPECT scratch and dent). They tell me they can come and exchange the stuff but won't be able to make the delivery until Aug 26 between 3PM and 7PM. They called to confirm around 4PM saying that they were delayed a little bit and would be there around 6:30 to 7:30PM. I never heard a thing from them so around 9:30 I got my daughter to be and went to bed myself.

To my shock and amazement I am awakened by a phone call at 10:45PM and it's the delivery driver telling me he's out front. I have to be up at 5AM to get myself and my daughter ready for school and work (much like MOST normal working class families) so I told him to take the furniture back to the warehouse.

I call today to complain, YET AGAIN and was told the NEXT nearest available delivery would not be until Sept 6. I argued a little about that and they finally were able to give me a delivery appointment of Sept 2. When I asked what they were going to do about compensating me for the time I've had to miss work making the appointments I was told they would not refund the delivery charges until I received my replacement furniture and was satisfied with the purchase. Again, I paid 2 delivery charges when all the pieces arrived on 1 truck. I am appalled by the HORRIBLE service I have gotten from Rooms to go

I was charged $170.00 for 2 separate delivery charges, I have missed 2 full days of work. My daughter is highly upset!

The set looks good because I used the leather conditioner that came with it. but with faded leather in the front of the chair arms it looks bad.

Delivery schedule for 08/15/08(saturday).Furniture came broken and needs to be exchange for a new one. Delivery department was called and they said they can not give me guarantee about the time of the delivery.(Impossible negociation) 3 big boxes were left on the living room(Big wall unit)I live in a town house.

I went back to the store spoke with the manager for possible arrangement due that i was waiting for a 50TV to be deliver the next morning to my house. They reschedule me a few times and calling me to verify without time frame.I needed to be on my house waiting for the furniture and not time available.I turn very upset due that at the day of the delivery they called me in the morning to wait for the delivery that day. I ask for time and the answer was (WE DON'T KNOW)I called around 6 pm and the answer was the delivery is done for the day.No help was offered and customer service was upset because i turned mad.(SINCE I UNDERSTOOD THEY WERE PLAYING WITH MY TIME AND MONEY)

I DECIDED TO GO TO THE STORE TO GET MY MONEY BACK.THEY DID'NT WANT TO RETURN MY MONEY BECAUSE THE FURNITURE WAS STILL IN MY HOUSE(BOXES IN THE MIDDLE OF THE LIVING ROOM) I called the police to report the situation of abuse.I step out of the store and wait for the police officers to arrive.Inmediately as soon as the manager observe that he gave me a copy of the receive.

I ask for the number of the main company to report the situation and they gave me the same customer number service that did not serve me before. Sorry for the complaint but i have a 50 TV that i have to place on top of the dinning table until i receive the next delivery. They treat me without respect putting me on the defensive and they do not want hear any complaints.I would like this to be report this to the main company please.I think this is abuse and needs to be reported.Thanks

I has been waiting all day and also during the week that they play around with my time with out time frame and showing up in my property at the time they want.I end it up crying and calling the police to wittness part of the information related to that issue.Loosing a furniture and time

I went back to the store spoke with the manager for possible arrangement due that i was waiting for a 50TV to be deliver the next morning to my house. They reschedule me a few times and calling me to verify without time frame.I needed to be on my house waiting for the furniture and not time available. I turn very upset due that at the day of the delivery they called me in the morning to wait for the delivery that day. I ask for time and the answer was (WE DON'T KNOW)I called around 6 pm and the answer was the delivery is done for the day. No help was offered and customer service was upset because i turned mad.

I DECIDED TO GO TO THE STORE TO GET MY MONEY BACK.THEY DID'NT WANT TO RETURN MY MONEY BECAUSE THE FURNITURE WAS STILL IN MY HOUSE. I called the police to report the situation of abuse. I step out of the store and wait for the police officers to arrive. Inmediately as soon as the manager observe that he gave me a copy of the receive. I ask for the number of the main company to report the situation and they gave me the same customer number service that did not serve me before. They treat me without respect putting me on the defensive and they do not want hear any complaints.

I has been waiting all day and also during the week that they play around with my time with out time frame and showing up in my property at the time they want. I end it up crying and calling the police to wittness part of the information related to that issue.

I needed the time changed from 7:00-11:00 a.m delivery window to afternoon delivery. I asked REPEATEDLY to speak with a manager to explain the situation, Wylaska kept telling me there's nothing she can do, that's what it is and I couldn't speak with manager. She said only you can do is leave a manager and it would have to be taken up the chain, I insisted on speaking with a manager and she insisted there's nothing that they can do. I said ok and hung up.

I called back the same number, this is really unbelievable...I got this same lady, she recognize my number and proceed to be RUDE from go...told me there's nothing they can do and she could only take a message. I asked very clearly, so you are telling me you are not going to request a manager when you have a customer on the phone that is strongly requesting to speak with a manager she said there's nothing they can do, I could leave a message. I said ok, I will leave (didn't finish saying I would leave a message and she hung up).

this is truely and unbelievable experience, we just made a $10,000 furniture purchase and paid over $350 for delivery, the Rooms to go warehouse is within 8 miles of the delivery address and i'm experiencing such horrible service.

I called back a 3rd time, got a nice lady on the phone-Ella, had to go through the giving numbers, address etc. Explained that want to speak with a manager, she finally got a manager on the line, his name is Chris. he heard my concerns and I explained what had happened, I told him I am not going to deal with someone that speaks me (customers) like a pig. this experience is extremely unacceptable. He said he would have to listen to there recorded call, I insisted that he call me back with his thoughts. I can't accept with the economy being so poor, a customer making a decent size purchase and this is the way they are treating customers. This will be the last time we use ROOMS TO GO.

We called in the morning many times and could not get Fred or any other manager. I went to the store and waited for Fred to appear. When he did come out he ran the credit through one of those old carbon machines. My wife said to him that she once worked in retail and he has to call the credit card company so they know to credit the account. He told us he does it every Friday. This was on a Tuesday.

The first Friday we called to follow up and could not get through to Fred. The lady who answered the phone said Fred calls the credit card company once every 2 weeks so we should try back on the next Friday. To make a long story short we called every Friday and could not get to speak with anyone that can help us and Fred never called back. We kept calling our credit card compay to see if the credit ever went trough. It did not.

We were tired of chasing these people down and told the credit card company what happened. We had to fill out a lot of paper work and send documentation that backed or story. We won so no money was lost. We were lucky we did not give cash.

One last thing. The prices from Rooms Unlimited can be beat. We took the price we were given as the lowest Rooms unlimited would go and it was beat by many dollars by one on the big name companys. I would not buy anything from Rooms Unlimited. No service, prices can be beat and they did not give me back my money.

see above

The scratch was such that there was NO WAY that they didn't notice what had happened. My husband called their claims department who told us that there is a 24 hour claims deadline which we were well ahead of (we called 30 mins later) they told us that the delivery guys didnt say that they had messed anything up and therefore there was no recourse. The love seat wasn't even ours and now we have to deal with a tv that was once in perfect condition and is now badly scratched with nothing to do about it.

a $2500 Sony HD tv whose whole point is to have a perfect, sharp image is damaged thanks to the jerks who scratched it and didn't admit what they did. Our inlaws get to pay this awful company for the chair and love seat they had delivered and we get to pay for a tv that is messed up.

I'm out $800 until the desk is replaced.

I had to pay higher sales tax because the pickup location is in another county and their sales tax is 7%. The sales tax where the store I bought from is 6%. Doesn't seem right. I have to leave work early to pick up the chair as my wife would not have been able to handle it alone.

On saturday afternoon 1:30 pm they call me to let me know that my delivery will happend the following monday. I said to them I lost my trip because for nothing and nobody is at home on monday. Because I want the dining set so badly for my new home I am tired to eat on the sofa I finally agree on the delivery for monday because they said they will come at 8am (I will be their first stop). That monday I call at 8:30 am becasue I need to go to work and they said the driver is on his way.
I way till 11:15 am and I call the delivery services They said go ahead go to work we will ask the dirver to call you 30 minutes before delivery.

From work I call several times and they said we have been try to reach the driver but he is not answering.

The driver never call me, when i arrive at home at 7pm I noticed a note a the door that he try to delivery. I have been calling to rooms to go to cancel the order forever beacuse they delivery service is completly unreliable and I do not want to past throug this problem again. Every time that I call they ask me what the problem is and I explaint the situation I always as to speach with the manager and I am always talk they are busy and to way on the line. I way on the line for minutes and minutes and nobady pick up the phone. I hang up sometimes but most of the time I magically just get diconnected.

At this point I just want my money back but not manager is responding my complaint. I lost my morning day work. I am losing time on the phone trying to get my order cancel. I do not know about the finantial part right now because I am still waiting to get a manager at the phone.

I bought this card two years ago, i have bought clearance items before with it, thats the only reason i bought the card. my card expires in January 2009. I want these items but no cooperation!

so we had told the delivery man that it was not the write furniture. well we had relized that the lady that sold it to us typed the bed in wrong and it showed up as a differnt one and i understand that people make mistakes i was okay.... but then the delivery guy said dont return you should do the exchange because it will be here faster. well i was getting very stressed out i didnt have a bed to sleep on i had been sleeping on a futon for a while and all my stuff was everywhere i couldnt find things. and really wanted my furniture in my room. so we called the lady back she said okay if you come in the next day we will fix it. it had been a week by then.

so we went in sat in the store for 2 hours waiting for them to fix it. finally they said okay your furniture will be delivered next tuesday. it had been the second week by then, i was very unhappy about the delivery being so late. so my mom wanted to talk to a manager. well the manager comes over starts talking my mother said is there anything you can do about this. you are really gunna make my daughter wait another week after she has been waiting for two weeks now for her bed?. he said well i cant do anything about this. my mom said you cant take the delivery fee off or anything? he said no i cant do anything about this. my mom said the delivery guy told us to do the exchange only because it would go quicker...

the manger then says well he is just a delivery guy. well he is an employee of ROOMS TO GO! the manager then tells my mom that she should have read the papers. well she definatly did. and it says "full satisfaction to customers" she said and i am FAR from satisfied. the manger replied well i cant do anything about this you should try calling the 1-800 number there. well my mom did in front of the manager and everybody. the people on the phone said we will try to get it on the truck for wednesday (a week earlier).

well of course that never did happen so i waited and waited for the furniture another week...again they did not come at the right time. there was no adults home. there were calls coming from the house to my moms cell phone to me again then to the deilvery guys. it took about an hour of all that to straighten it all out. my mom had been in a meeting that day also. so my mother gets my neighbor to come over so that there would be an adult there and so that i could finally get my bed. the delivery guys did a poor job of moving the other furniture and putting the new in. this was a very unpleasant experience for my and the rest of my family. we have told everyone we know not to go to rooms to go. im really not sure how they are still in business with all the complaints and horrible jobs they have done with this.

Also i think that if your gunna have managers at this store than at least make them be able to do something instead of stand there and tell me he cant do a thing about this. Or just get rid of the managers because i think the sales person could have told me that she couldnt do a thing about it. Acutally i think she would have done SOMETHING. but the manager was not much help at all. we will never be going back to rooms to go again.

$2449.99 plus tax. and i only get about three hours a night because of back pain.

The problem is, however, they refused to refund the shipping charge. I made numerous calls to petition this. The representative at the actual location of purchase finally agreed with me that if a store sells a damaged item, the refund should include shipping charges but she was told by her managers that only the national corporate office could settle this. I was told my complaint had been forwarded to the office so I waited and waited but heard nothing back.

I tried calling them myself but I always hit a dead end and received no call backs. I am really unhappy that I not only wasted over 60 hours on this issue but I loss $100 on shipping/delivery charges for an item that was damaged to begin with. Loss $100 on shipping/delivery charges for an item that was damaged in the first place. Loss over 60 hours of personal time because of entire ordeal.

When the technician came to our house he spent less than 5 minutes there and wanted to know what we had put on our furniture we advised him that we had not put anything on it. He wrote his observation and said we would be hearing from RTG. About a week or so later we received a call customer service and they left a message. I returned customer service there call and spoke with a customer service representative who also was questioning me as to what I had put on my chair and then proceeded to advise me that it was not covered under the plan. She also stated to me that the ottoman was only covered for food stains and it appeared to have oil stains. I advised her that I would never purchase another piece of furniture from RTG and would let everyone know of my experience

So now I have a defective piece of furniture which with time will probably get worse.

Fast forward to delivery day (7/23/08) and they set it up. It's most definitely NOT WHITE. It is a yellowy eggshell white. Customer service called it antique white. So I go in search of my receipt wondering if she just entered it into the computer as this antique white. Nope receipt says white. Call the store, they say to call customer service.

Customer services offers a re-select so I verify with customer service that they do actually sell white furniture. She says yes but you need to contact the store for a list of which sets are actually white. So I call the store. They tell me oh we don't sell white sets Well I KNOW that I asked my sales associate if it was white and she assured me it was. My receipt shows white and even online it's one of the only sets that doesn't say off white or antique white.

So I ask for a refund as the set I bought isn't white and just looks awful as can be. Manager at the showroom says she can't authorize that and to call customer service and they can. Customer service tells me that only the manager can authorize a return. Lied to AGAIN So I once again call the manager. Get a different manager this time and she flat tells me that I can either re-select (exchange) or shove it. Well I definitely don't want to re-select something that costs more money and is the same horrible color.

I am out $1200 for a bedroom set that was sold to me as white and even shows as white in the showroom with the trick lighting they used.

I called the store and the rep stated that the truck was behind and they should be there before 10:00pm! 10:00pm now I am upset because I had plans for the remaining of the evening and I now I have to sit at home to await strange men coming in my home at 10:00pm! I called the corporate office to complain and all they told me was the four hour time window that was given to me was courtesty time the drivers have until 10:00pm to deliver the goods. I explain to her well why didn't you all tell me to be home between 3 and 10? She stated that the policy says all day delivery and I again asked why don't you tell me to be home allday but you ask me to be available between 3-7.

I got nowhere with corporate, so I called the store where I purchased the item and the once again apologize for my experience and stated they will credit me $50.00 towards my account. Rooms to Go needs to re-visit there motto Customer Satisfaction Guarenteed is not one of thier best assets! I will never do business there again!

i called at 4 weeks to be told its on the truck from north carolina...later that week i was told that it would now be another month...i called july 15 which was five more weeks and fred the customer service manager told me he has no idea what to tell me but couldnt give me any date...they still have my money...1145.99 paid in full may 5and now its now 12 weeks later with now delivery date in sight....

i missed a day from work for nothing the area that the vanity is to be placed now only has the many makeup items left in boxes near by and while we could have bought the piece elsewhere we were strung along week by week by week..the people i have spoken to there range from ignorant to beligerent

They replaced the piece and again that piece did the same thing the day it was delivered, told the delivery men I didn't want it, send it back. They said they couldn't take it back that the service dept. will be calling in a few minutes,talk to them about it. I complained when they called that this piece was just as bad and the leather wasn't sewn right in certain spots. I wanted another piece. They sent out a tec and I told him it was an internal problem that I didn't want fixed. I wasn't going to pay for something that needed to be fixed,I wanted another piece. Once again we were sent another piece and the same problem had accured but this one was even worse. When you sat down the cushions would move forward and you would be sitting in a hole, after a few days the springs ripped through the fabric.

After argueing with them about this last piece and wanting another because it was worse than the 2 others put together they refused to give another piece and said there was nothing more they could do. After months fighting with the company and never getting called back they hired a new manager from the Nashville store. He was eager to fix the problem. Told us that the piece was discontinued that the only thing he could do was offer another set to us or fix the one we had. I was so upset because there was nothing on their floor that was the right size or color for our room.

We needed a sectional because we had family come to visit often and we wanted to let the kids sleep on the sectional with the ottoman. We could of slept 3 kids on that couch if needed, so I fought to have it fixed. I didn't want to part with it, I loved that sectional. When it finally got sent out to be fixed we had family come and go and no where to lay the kids or place for them to sit to watch TV. It took a while before it came back and it was worse. The rips in the fabric were moved to a different spot and you could see staples showing where they tried to fix the problem, after 3 days the bottom caved in and you were sitting on the floor!

We finally SETTLED for another set that was NOT a sectional but had a sleeper, It was not at all what we wanted and the color was all wrong. I can tell you I was very dissappointed that I had to SETTLE for something else that I really didn't like and it cost us more. When that love seat and sofa was delivered we checked it out and everything seemed to be ok so we signed. Later that day we tried to pull the sleeper out to see how it worked and we had a tough time getting it out. The frame of the sleeper seemed to be all to one side. The next day I noticed something hanging to the floor on one side, it was the frame of the bed(it was a good thing I didn't have hardwood floors or they would of been scratched up.)When you sit on the sofa you sit in a hole (AGAIN) Called the service dept, they sent out a tec.

He said he could order the sleeper piece and replace it. That was a month ago, I called and told them I just want another sofa and they said it has been discontinued!! So I said then we just want a new sofa without the sleeper (again we would of settled) and they said they couldn't do that because the piece was already ordered and will be delivered to our house. Since then we talked to the manager and he informed us that it will take 2 more months before they get the piece to us (a total of 3 months!)

By that time it will be a year since we bought the first sectional! He suggested we pick out yet ANOTHER set. Meanwhile we have been paying on our bill for 9 months now and every time they've switched out a piece it has screwed with the billing and no one seems to be able to fix it. Every month our bill gets bigger and bigger and when we complain to the finance company they tell us to talk to the manager who in turn tells us its out of his control!

If so many people are having such a big problem with their products why are they still in business? I wanted to picket their store and warn every one and complain to the BBB but I want this problem solved. I've already given them over 500.00 and want something in return that I'm happy with.I wanted to get my money back and go somewhere else but they are the only store that offered 4 years no interest and my payments are very low. But after finding this sight and reading everyones complaints I don't know if I want to go through anymore of this. I was told by the manager that they hardly ever have any problems and that his hands are tied, the only thing I could do now is talk to the DM. But will he even call me back to resolve this or will I be like everyone else and get nothing.

Shouldn't Cindy Crawford know what kind of business and merchandise she's endorsing? Doesn't the owner care about their reputation and how they are doing people wrong just to make a buck? I can't believe they are still in business and that they don't have law suits to deal with, but maybe thats because every one is broke paying for their broken furniture and having to buy more that they can't afford to sue the company for the wrong thats been done to them. I know I would if I could afford it.

They promised a delivery on 06/30 I still haven't heard from them. The funny thing is that the drivers are noticing their merchandise is damanged and they check it the truck first sometimes and they don't even bring it in. The quality and service are the worst. I will never buy from them and I will make sure to tell my story to everyone else that needs furniture. Thank you

We delayed our house warming and engagement parties, our furniture is still not here. We have paid full price for damaged products. I would like to pursue my complaint, I hope I was warned prior to my purchase.

The funny thing is that the drivers are noticing their merchandise is damanged and they check it the truck first sometimes and they don't even bring it in. We delayed our house warming and engagement parties, our furniture is still not here. We have paid full price for damaged products. I would like to pursue my complaint, I hope I was warned prior to my purchase. The quality and service are the worst. I will never buy from them and I will make sure to tell my story to everyone else that needs furniture. Thank you

On July 18th 2008 my end tables and sofa table was finally delivered after waiting thirty days. After drivers left we discovered that they did not deliver the end table base, and sent us a cocktale table base which we did'nt order. Called customer service and they there could'nt be an exchange until the following week. We called the store and talked to the manager Mike he said the best he could do would be Aug 11th I told him this was not good we've been tring to put our house back in order after remodeling after the last two months, I told Mike that I would take the floor sample from the store So I could put my home back in order.At this point in time I don't think I will do business with Rooms To Go in the future.

I will NEVER buy any thing from them again, and will tell every body about this bad experience.

I purchased a sofa and was accidentally over charged by $40 for delivery. I realized it after I left the store, so I called customer service. I was hung up on twice, transferred, made to call three different phone #'s, and was finally told they couldn't help me. So I called the store, and, after arguing about it, they said would correct the mistake. The problem was that they didn't refund my credit card for their mistake, they only took it off of my remaining finance balance. They told me that even though it was mandatory for me to pay for delivery up front, they now couldn't refund it the same way. They told me it was impossible to get my money back.

I spoke with the store manager, and told him that if they couldn't correct their mistake, I wanted to cancel my order. It had been less than 24 hrs since I placed my order. He told me that he wouldn't give me a full refund! He said that he would have to charge me a 20% restocking fee, even though the furniture hadn't been delivered yet, and it had been less than 24 hrs since my order, AND it was THEIR mistake in the first place! What a horrible way to treat a customer.

I asked about the 48 hr cancellation period that I was promised when I purchased the sofa, and he told me that it actually didn't apply to me because my delivery was scheduled in the 48 hr window, voiding all of the normal cancellation policies (I was NEVER told that when I was purchasing - in fact I was promised 48hrs to make changes). The sales associates and store manager had all kinds of excuses as to why this was store policy and there was nothing they could do. They even had the nerve to tell me that it was MY fault for not noticing the overcharge before I left the store.

The manager was yelling at me! I was yelling back, which resulted in him finally giving up and giving me a full refund. I will never shop there again! BEWARE! They are slick and awful to deal with. They gave me the run around so many times that I thought I was literally stuck. They could have treated me well, corrected their mistake (or not over charged me in the first place) and I would be a customer for life. Instead, I'm horrified and will tell everyone I know never to set foot in their store! I went to Star Furniture the next day and had a wonderful experience.

Five days later the office called and said the corporate office would not process our paperwork w/out a copy of our drivers license. So we made the 30 minute drive back to give them copies. They gave me the invoice and I took it home. I sat down to look at it and it stated that the payments started 30 days after delivery. This is not what the financing special was.

So I called the store and they said Oh, we used a different financing company and they are not offering the special. I ask them what my payments would be and they said I would have to call the financing company to find out! So I did and the delivery date (I thought) was still set for July 11,2008. Today is that date and I took off work to receive delivery of my new furniture.

I waited until 5:10 and decided to call the store to see when today it might be delivered. The office worker said that because we didn't get the copy of the license in that delivery was delayed and I asked until when?. She said she didn't know that it would take her a few minutes to find out. She came back on and said the order was on hold that I would have to schedule it again. I said just cancel the order and refund my $208.89 for tax and shipping payment. She said she would and then I ask for the corporate office number. The clerk told me I would have to talk to the manager so I ask for her.

I talked with her and ask for the corporate office number and she proceeded to tell me what had happened and why the delivery didn't take place. I told her I knew everything and to please give me the corporate office number. She refused. I told her that I had spent much gas back and forth from my home to the store, three times to be exact and that I had taken a day off of work to receive an order that had never been placed!!I also said that their lack of communication had been very costly to me as a consumer. She still refused the phone number and said that they do not give out that information.

Please take time to follow this up! No company should be allowed to do anything they please with no repercussions! The corporate number is not even found on their web pages! Shouldn't they be accountable for their branch stores behavior, lack of professionalism and poor performance? How many complaints will it take for this to happen?

Two tanks of gas - $50.00 One day's wage = $107.00

Anyway they think they will be able to deliver it Friday of next week. I still do not have it. No one will returns my phone calls.

They ignored my correspondence period; among my request, repair of cushion since it was NOT leather.

They did come pick it up and said we would get store credit of $200 and not have to pay the balance

When I called the service line to report this problem the lady asked my daughter's age & said that because she was an adult they had no further responsibility; putting my daughter at fault & taking no responsibility. I explained that it was unacceptable to let delivery men take advantage of a young person's lack of knowledge; that my daughter's age was none of her business & whether she is young, old or in between didn't exonerate their behavior. I asked for the service or a refund. Finally she got the men on her other line & said they would come back over to assemble after their other deliveries; that they would call me first. I never heard from them.

Next day I called again & was put through the entire rigmarole including an interrogation about my daughter's age and no response as to why they did not do what they said. This time she didn't try to arrange a new setup but instead insisted that the setup had been refused. I was speechless. Then Rosa decided that as a courtesy she'd put me on the calendar for over 2 weeks out, as if I'm going to live with unassembled furniture that long. Why do they use the word "courtesy" when courtesy is the last thing they are about? These people are a bag of tricks. They pull their scams & head games on you instead of acting in good faith by delivering their part & respecting their customers. I ended up hanging up, no satisfaction.

Later the same lady, Rosa, from customer service, called back to offer July 1 set up (I suspect only because she knew I recognized my consumer rights & would act either through the credit card company or the small claim court). These people are awful & if you do business with them, please arm yourself with many defenses.

I called Rooms to Go and they said they would send out a new mattress cover but they could not do anything for the mattress since it was a floor display and that would make no warranty on the mattress. I said that the issuse of the guarantee of the cover failed and caused a stain on the mattress what does that have to do with no warranty of the mattress. I just want them to get the stain out and put in writting that removing the stain they will not further damage the mattress plus give me a new cover. Why did they sell me the mattress cover if they were not liable for the stains that may come on the mattress.

Stained mattress.

She advised me that I had no other options. Either I keep the broken furniture or pick something else out. According to the the contract (which gives you only 48 hrs to break and this includes weekend days, which they are closed) you are pretty much locked into it. I did not see anything else I liked and I will not settle on paying for something I don't like.

I think that if RTG's contract is look at closely there is room for a class action suit. # 1 they give you 48 hrs to break. # 2 they charge a delivery fee on EVERY SET you order, ie: bedroom set and dining room set. You will pay a $109 delivery fee for each set even if it is delivered on the same truck the same day! They charge you over $100 for some protection and don't give you the option. Every piece of furniture delivery to me was not in showroom condition. Customer Service would only keep reading the contract. I demanded that they come and pickup the furniture but they refused.

We asked to speak to the store manager, whom also informed us that although after our purchase there was a remaining balance of over $2000 on the gift card, we would have to use our own "personal" funds to pay for the tax. Like idoits we paid for the taxes on the funiture with our debit card and left the store.

I immediately contacted the Room2Go customer service number and was told by a representative and a supervisor that this store was not to charge for the tax separately. I went back to the store and spoke again with the store manage who became frustrated and refused to resolve the issue. When I requested a refund, I was threatened with a restocking and delivery fee.

Over a year later, still no resolve.

After arguing for quite some time she aggreed to move the date up to June 27 (still 3 weeks after purchase). IF YOU WANT ANYTHING DONE, AND WANT TO BE TREATED LIKE A CUSTOMER, GO THRU THE STORE, not this pretend cc department. I spoke with the manager at the rooms to go in D'ville (CHRIS), and although he couldn't move the date up more than two days, it was obvious he cares about his customers and our satification. The only reason i will every shop rooms to go again is because of our conversation. YOU SHOULDN'T HAVE TO PAY FOR DELIVERY OF BROKEN FURNITURE AND THEN WAIT 3 WEEKS TO HAVE IT REPLACED... Shame on you rooms to go - cc department

Lost 100$ in delivery fees for a 3 week turn around

Delivery was set for the following Saturday, 7-11. At 10:30 I got a call that the truck had been loaded backwards so it would now be from 2-6. A whole Saturday shot! At 4:30, they got there. They told me then that the bed rails on the new bed were broken and they could not deliver the bed. I was then told it would be another 2 weeks for another delivery. Absurd!

Customer Service did finally call me back and gave me 10% off the purchase (about $85). The manager of the store, Julie, would not refund the $70 delivery charge. Absurd! Now I have to take off of work again next week and cross my fingers the bed will get there in one piece AND get put together correctly! Do not buy from them!

Then I get a bill from Rooms To Go and that bill was nmot correct. The bill had furniture on it that I did not purchase or arthorize the purchase of. Originally I purchased one dinning table with six chairs, a entertainment center, and a queen bed from the Rooms To Go, Morrow, GA. And all that furniture was delivered to my home in Union City, GA. But the table was damaged and broken.

I had went to the Rooms To Go Forest Park, GA cleareance center to purchase one buffet server table to go with my new dinning table. This is the only item that I purchased at this Rooms To Go. And the customer service there was very bad that day. This buffet server table I picked up and carried with me it was not delivered. But when I got a bill from Rooms To Go and Citi Finincial I was being charged for furniture I did not purchase or authorize the purchase of. It took six months to straighten out the charges with both citi financial and Rooms To Go. Then while I was trying to straighten out this problem, I get charged with finance charges and there was supposed to had been no finance charges for at least three years. I really thougt the bill mix up and me being charged for furniture I did not purchase was a mistake.

But come to find out an employee at the Forest Park, GA Rooms To Go Clearance Center had forged my name on papers and put a fake address down and picked up furniture I never even seen let alone purchased. This employee was just prosecuted for this crime. But from what I understand this employee had a criminal history already when Rooms To Go hired this person to work with customers' personal information.

I was very upset when Rooms To Go delivered me expensive broken furniture and did not make good on it and to bring five different tables to my home and leave them there broken. I had to serve Holiday dinners, and birthday dinners on broken tables. And then when I tried to fix the problem with my bill it was like the customer service thought I was lying about not purchasing the extra furniture that I did not buy or never seen for that matter. It took at least a good six months to fix this problem and I do not have a lot of time to sit and call customer sevice to get furniture that's not broken and to get charges taken off my bill that I never authorized to begin with.

Then I had to deal with a court case on top of everything else to prosecute a Rooms To Go employee for fraud committed against me by this employee. I went through a mental anguish and stress of trying to fix this problem and the stress of having to deal with a court case and the time this took away from me to deal with this problem.

Call customer service they sent a Technician out, he remove some of the stain but not all of it, told me to get it professionally clean. Which I did and cost me $140.00. Then another Technician came out and told me to keep the reciept so that I can be reimburse from Rooms To Go. Got a call back from customer service telling me that they can't do anything for me.

After going through will all the process that the customer service told me to do. I get nothing in return, they got my business and they won't keep there word on the fabrics protection plan. They offer a 3 year protection plan and yet they do not even follow through with it. Just giving me the turn around. The salesman even use my little as a selling tools to demonstrate it will be best if you use it because kid will be kid.

To offer a product and don't follow through with it. Not explaining the protection plan to it entity. Giving customer the turn around. I am a very patience person and do not waste time on this nonsense, but to spend almost $2,000.00 on their product and in return getting the door.

My furniture need to be fix or replace. Has small stain, but to their description it was soil. Just another way of giving me the door.

2legs feel off the, a repair persom from Memphis came and got the leg 2 years ago. So I have 2 broken down chair and the top part of the frame for the table is falling apart.

Same thing happened. Told them it was junk and wanted my money back. Said they couldn't and gave me a store credit. Went and picked out a different set and guess what?, the same thing.

That set was just as bad, sent pictures to their corp. office (as I did with the other 2 sets)they said the only one who could help me was the store manager. He claimed normal wear and tear. I'm 69 years old, weigh 128 lbs, my boyfriend weighs 160 lbs. So, who can help me, if customer service has no authority and the store manager has no authority either?

In short, I get sick looking at this junk, spent a lot of money to paint walls and purchase an area rug to go with the original set, had to buy a different area rug to go with the second set and now I have green walls and an area rug that does not go at all with taupe furniture. I'm seriously thinking of taking this furniture to the front of their store, sitting on it with a sign saying Rooms To Go sells JUNK.

I cannot get comfortable on this furniture, the cushions slip forward so I have to keep adjusting. Spent over $1000.00 to paint the walls to match the original set and another $800. for a new area rug to match the 2nd set. I can't afford to re-paint and buy another rug to go with this JUNK. I just want my money back.

On Monday, no FedEx - No replacement. When called on Tuesday, they offered either a new delivery date in June or store credit. When told that I would rather return the dining room set, I was told they do not do refunds after 48 hours. Of course as they have dribbled my order in so I have no recourse but to accept a delivery date two months after I purchased my furniture.

In the meantime, I have a defective table in the middle of my living room. This is the worst consumer service I have experienced in a good 10 years. Their contract is worded such that unless you cancel the order within 48 hours you can only get an 80% refund. And since their delivery takes more than 48 hours, you're stuck.

I suffer from constant back pain,whenever product is used,lose sleep everynight product is used.Im making payments on a product that is garbage.

dresser dellivered with wrong size screws to hold mirror cindy crawford bed set

In January I spoke to Rochelle at Custome Service and she said neither person thought there was anything wrong with the couch (which obviously wasn't true) I then called Dan at the showroom on Okeechobee Blvd he told me to take a photo and bring it in. I tried to take a photo, but it is a black couch and the defects just didn't show up. My warranty is up in July and after that they won't do anything.

I tried to call repeatedly but line is always busy, so today I decided maybe I could reach [them] online. I am hoping [they] can help us because this set was over $1800 and it is not even a year old and when it was just 6 months old was in terrible shape. We don't have young children, our children don't live with us they are grown, it is just my husband and myself. I assure you we did nothing to damage the couch. Please help... Thank you,

We have couches we purchased for over $1800 where you cannot sit on one side of the couch comfortably because the arm in sinking into the couch.

I have a hectic lifestyle with 3 sons...so after covering up the spot, forgot about it. Time went on and I was getting ready to pay them off and realized that we still had an unsolved issue so I called again about the same issue and they said they would call back that day or the next. Never heard from them. When I finally got the issue settled it turns out that there is nothing they can do because the warranty has expired. Still waiting to hear from someone in management. I have to pay them off before May 1st.

Dresser was marred by service repairman.

I get a call the next day & they told me that they would not fix it or replace it because it was do to abuse. I live by myself with two small dogs, which are not allowed on it. I do not think this is right, they should stand by there product. I am not a happy customer. It was the first time that I have ever been there & it will be my last & I will let people know not to buy anything from them. My sales person is Sam Deangelis, at above address. I wonder if Cindy Crawford would like to hear how her employees treat her customers.

Loveseat is broken on right side & economics is that I can not afford to buy anything else as my husband passed away in Dec. of 2007 & I have my income & nothing else.

I am also the shipper and we do not open cartons upon receipt unless the carton shows signs of damage. However, upon opening the carton in question, it was clearly evident that the inside packing was removed by Rooms To Go personnel as compared to the other carton which was expertly packed (There were two lamps)

My conclusion is that someone at Rooms To Go probably opened this lamp omitting to replace the packing and there was no way for us to determine this with the cartons closed. Furthermore, Rooms To Go direct you to this Victor Vega but he never comes to the phone or returns messages but rather, relays messages by way of who ever takes the call. I was also told that calls are not transferred to Victor Vega. Once a sale is made it seems that the customer has no recourse nor do the sales people show any signs of customer service satisfaction. I shold mention that during the month of March 2008 I spent over $6000.00 at Rooms To Go.

There were costs involving Shipping/Customs Duty/Brokerage/Delivery and one of two broken lamps is certainly an economic loss.

I've also written to the BBB and researched the internet. There is a Class Action suit in NC but I can find no help in Florida. I am physically ill from the stress and the aggravation this company has put me through and feel I have recourse.

I told them that when I purchased the living rm set that it was brand new and nothin was broken or missing I then called the store and was told to come in and pick up the loveseat leg. I retrnd to the store and they gave me a sm round plastic leg that didn't match. I had the set delivered on April 01/08 ( how appropriate).

I lost my husband of 40yrs on June 19/05 to cancer, on August 29/05 Hurricane Katrina took all my worldly possesions. I evacuated to Arkansas and in Oct of 2005 I was told to return to my job at the USDA-NFC in New orleans, la 70129. I've lived in and slept on a sofa in a FEMA trailer for almost 3 yrs. The sofa that I bought from rooms to go as new looks Like I've had it for 6 or 7 yrs instead of the 6 days. The leather seat pillows are flattened and the leather is seriously wrinkled and stretched. Supposedly this was a Stratford brand which I thought was a reputable company. I can't afford to pay 1096.00 dollars for a sofa & loveseat that won't be anything but junk in 6 mos. I just don't have that kind of funds.

I am 60 with a 30yr mortgage. After my husband died I was going to be mortgage and now at 60yrs of age I'm starting over. All I want is to be treated fairly.

We would like to fix our driveway and if at all possible we would like to return the furniture as a result of the deception to get out of paying us. Somehow Rooms to Go and the SE Independent Delivery Services are connected in more ways than one. RTG could reach the Delivery Services when we could not and the phone number that was given to us rang into RTG.

Week 2 came and I called to see where the driver was and how much longer it would be as I had some things to take care of for my business. The customer service rep I spoke with basically called me a liar when I said that I was told the delivery would be between 10 and 2. She said no it will be between 4 and 8 and that they don't tell people that! Well then how am I supposed to know when to be home? So we left to take care of the things I needed to do before 4. 30 minutes later my husband received a call from the driver saying they would at my house in 20 minutes. We were already 20 minutes away having lunch. Then the driver proceeded to tell my husband that the hutch sounded as if a piece of glass was broken anyway.

We were told that it would be another week before we would get our furniture, which was ridiculous. Well that was it. We had had enough. Waiting 3 weeks for another piece of broken furniture and rudeness from everyone we spoke to from then on. We asked for a refund and got told no. Of course we didn't take that for an answer. They finally came and picked up the damaged furniture on 3/13/08. Now we have to wait for them to mail a check for our deposit. Lets hope that this doesn't take as long as the rest of the problems we have had.

When I called customer service phone number, I explained what had happen before and she she suggested that I get it delivered during the week, but have it delivered after I finish work. I agreed and set up another date. The date was 03/11/08, almost a month later. I called customer service on 03/10/08 to confirm my delivery. The prerecorded message said that it would be delivered between the hours of 3-7. Well obviously that was not going to work for me, so I called again to speak to a live agent. She looked it up and reassured me that there was a note on my account that said not to deliver until after 6 o'clock because I had to work. I asked her, are you sure and she said yes.

Well, today was delivery day and at 3 o'clock they called and wanted to know why I wasn't home. Needless to say I was so angry. I asked the dispatcher if she looked at the notes because it said not to deliver until after 6 o'clock. She answered that they don't look at the notes and I asked then why would do they put notes there for them to read if they don't even look at them. She was rude and she even went so far as to say that she couldn't stay on the phone anymore and hung the phone up in my face. I called the room store where I bought the bunk beds, but they basically said this is the way they do business and too bad. I told them that I was the customer and they should deliver the bed when it was convenient for me, not for them, but he had nothing to say. He said that the only thing he could do is reschedule me for a weekend delivery, which wasn't until 04/21, which put me at 2 months since I purchased the beds. I told him that I went to buy my kids beds because they needed beds, but now they are just sleeping on a mattress. I told him I would have to call back because I was so angry.

I called back tonight and told them I wanted my money back and Joanne from the store said that they would not and that I would only have to reschedule. I asked for corporate's phone number and she gave me customer service phone number. I told her why don't you tell your customer's this before they buy from you and she said, if you want I can transfer you to the sales person that sold you the piece. She went on to tell me that if they delivered all of their pieces when it was convenient to the customer, they wouldn't get anything done.

We overpaid by $40.

I purchased $4,000 worth of bedroom and living room furniture in 11-2006 from Rooms to Go. I purchased the additional 3 year warranty as well. I had a problem with the quality of the cushions on the couch and called the warranty department to schedule a repair person to come and evaluate the cushions. The warranty department said that they had no record of me having a warranty. They advised me to call the store where the purchase was made. I called the store and was told that they did not handle that, and advised me to call the warranty department. They kept tossing me back and forth.

Finally, I became so frustrated that I wrote a letter to the customer service manager at the rooms to go where I purchased the furniture and another letter to the warranty department at rooms to go. I received to response from the rooms to go store where I made the purchase. Several weeks later I received a call from schekema, who is a supervisor with the warranty department at rooms to go. She asked me not to cancel my warranty contract, to take her name and extension number down in case I needed assistance. I still have issues and when I call the warranty department, they direct me to customer service, and when I call customer service, they tell me to call the warranty dept. since I have had the furniture for more that 1 year. I tried Schkema's number and extension and have left 4 messages over the past month, and none of my calls have been returned. I will never buy furniture from this company again.

So, I called the warehouse back and told them that I felt like they should deliver the couch for free, given the fact that we have been inconvenienced enough by this entire transaction. I was told I would have to call the actual store where we bought the couch. I`called the store, asked for the salesman but he was off, and I got the manager. He told me he would make a call, see if he can pull some strings and get it delivered. He promised he would call me back first thing Wednesday morning. I never heard from him, and I finally called him around 4 on Wednesday afternoon. He told me that they couldn't deliver it for free, but he did get the warehouse to release our couch so we could get it that day (Wed.). The warehouse closes at 6; it was just after 4, and my husband got off work at 5:30, so there was no way we could get there before they closed. Had the manager called me back in the a.m. like he promised, we probably could have gotten it that day. I am seriously considering canceling my order and getting my money back. I won't make the mistake of buying from them again!

Rooms to Go has sent out 3 technicians with their tool boxes to try to band-aid furniture that needs surgery. We told them it was completely unacceptable and hoped that we would get some sort of positive response. The response we received was, we understand that you have refused our service. My husband told the so called customer service person that the only thing we have refused is substandard workmanship! They are now coming out to pick up our furniture and keep for over 2 weeks at which time we will have an empty living room, no seating and have to wonder what they are actually fixing or repairing. Our trust level with these people is down to nothing. This whole experience has been nothing short of a nightmare. Rooms to Go personnel, we are convinced, are trained to wear you down until one just wants to give up and suffer the loss. We will absolutely not recommend Rooms to Go and will most likely campaign the rest of our lives to sway people from entering their doors.

Each and every time that Rooms to Go sent these so called technicians out to our house, they were supposed to phone ahead so that we could meet them. (3 miles away) They did not even have the courtesy to do what they promised, which was to call. There was always an excuse. Valuable work time has been missed and much frustration could have been avoided with a simple phone call.

This is wasting my time. Rooms to Go coming out to my house all the time is unacceptable.

Lost 35 hours of my valuable time dealing with Rooms To Go. Still have no resolve. Am taking full page ad out in Saturdays daily newspaper to worn people about companies like this.

There is no other reasonable explanation as to why they had all the pieces of my sectional (including the ottoman) except for the chaise. If that's how their manufacturer operates, then they really need to get another manufacturer because that's just plain wrong! So, even though I really wanted the sectional and I thought it was beautiful, I canceled the entire order which included a matching recliner that I ordered later. I'm still very angry, and I will never set foot in Rooms to Go again. This is not the first time this happened to us. We ordered a Cindy Crawford bedroom set in 2000, waited 2 months for delivery, and got everything except the tall dresser which was delivered an entire month later. (Come on, waiting 3 months for a dresser is ridiculous!) I guess Rooms To Go thinks they can deliver the furniture whenever they please! Well, they are wrong.

I have suffered anger and aggravation about being jerked around by a large corporation that obviously doesn't care about it's customers who use their hard-earned money to buy from them. For me, $3,300 is a lot of money. Maybe if I had spent a lot more, I would have gotten my furniture when promised.

The Phoenix leather set is for show, not for actually using, as it damages and scratches/tears very easily....

So far, I haven't, but what will I do if I need the protection promised? For a retired teacher, this is an expensive item. And with the control mechanism, there probably will be a possibility that I will need the warranty in the future.

Leather Furniture is losing the dye color. No one will help me.

I called back today, 1/25/2008. I have not sat on my couch for 2 months. They told me the warranty is now expired. The rep was extremely rude when I told her that I was told to call back after the new year and they would take care of me. She said she didn't care what they said, my warranty expired. I explained it is an existing problem that they knew about and fixed once. She repeated the warranty expired. I asked for a supervisor. She put me on hold for a few minutes and came back to say they do not have a supervisor on duty. It is Friday at 1:45 central time. But she said she talked to the service department and they said the warranty is out and that is final! I told her I need the corporate office number or location. And I would be filing a complaint. She said good luck with your complaint. THEN SHE HUNG UP ON ME.

I don't know how or if this can be gotten out of the carpet. My new carpeting may need to be replaced.

He told me that it would be delivered on Monday 1/21/08 between 7am and 10pm. I couldn't believe that they would give me a 15 hour delivery window but my wife had MLK day off, so we agreed to it. The delivery drivers showed up at 6pm. They had all the furniture set up and they were gone by 6:10pm.

I couldn't believe how fast they were, I thought they were going to break something but they didn't. It is Tuesday 1/22/08 and the furniture looks great. Good Job Rooms-To-Go! I will write back and let everyone know if anything falls apart though.

I cannot get my furniture, we don't have a place to sit. I really need those sofas because my mom has back problems.

I then called customer service and demanded that I speak with a supervisor. After three people said they were superivors and were not, they said they would send out a supervisor. When the supervisor showed up he failed to have any ID that proved who he was. He then began to explain how delicate the laminate table top is and that any water left on the surface will cause damage. He then said that it was not water damage. He did file a report saying it was customer damage. My husband, who minored in Plastics at San Jose State University, politely listened to the customer service supervisor explain totally incorrect information regarding a laminate table top. When I asked this man why would a person purchase a laminate table top, he replied It is cheaper. This is also totally incorrect. I requested that he look around my home and see if I really needed to purchase something cheap. When I called Rooms To Go customer service to request a copy of the report, they refused to give me a copy. They said someone would call me, but no one did. I paid $1,000.00 for the set and it failed to hold up for more than one full year. Rooms To Go does not stand behind their products.

The next day, I rescheduled again. The day came and went with the same results. Assured the furniture would be delivered in the morning, I stayed home all day; by 5:00, no truck. This time the driver called and said they were running late. Again, asked if I had a car. I was beyond livid. The following day, my husband, still in Fl., called the Boca store and explained the situation to a manager. That manager called me and said all of my furniture would be delivered the next day in its entirety. The next day, I got a call from yet another person who informed me that some of the furniture was missing and not available for about a month. That's just about the gist. There's so much more in the way of phone calls, excuses, etc.

We canceled the entire order, went to a local store and had our furniture in 3 days. I will never, ever shop at Rooms To Go again. It's not worth the stress!

I was told that the check would be sent out immediately. It was still not here on Aug. 13, and I called. I had to call at least 10 times and was told that the responsibility was with Cory Home Delivery, not Rooms To Go. I told them that I bought the furniture from Rooms To Go, not Cory Home Delivery and that they were ultimately responsible. The customer service representative, Stephanie from Cory home Delivery, never returned my phone calls. I spent hours on the phone on hold trying to solve this problem. Finally, on Dec. 24, I received a check for $75, not the $113 that it cost me to have my carpet cleaned. Considering the carpet cost me $403 and it was special ordered, I think I saved them a lot of money.

The result of this is that I spent the money on cleaning the carpet that I had budgeted for school supplies. I did not have the cash to buy my children their supplies, and I was charged overdraft fees the week that I spent the money for the carpet. I have also been charged late fees from Rooms to Go for being one day late. I think they should reimburse me for 6 months of late fees for not having their check to me. I also think that I should be reimbursed for the entire cost of my carpet. I accidentally submitted that I didn't want a lawyer to contact me, but if I have I case, I would.

When I received the rest of my bedroom set the dresser also came with a scratch; so,I requested a new one on the spot. I called customer service to see when I would receive my new dresser; the rep was also rude to me and asked me if I wanted to get it repaired. Of course I said NO. I purchased this furniture at full price--not at a discount price as if I were to purchase it at an outlet store--so I expected it in new condition. I also purchased a sectional sofa and part of the leather is already peeling, and it sounds like there is a broken spring.

I've been purchasing from Rooms to go since 1999, and this is the last purchase I will ever make from this company.

After I complained and argued that it could not be normal wear or preference because I only had the furniture for less than 6 months and I called them with the problem within 3 months--again she apologized and offered me to reselect a new set, but that I had to pay the $400 dollars for delivery for the new set. I though it was crazy because it was not my fault. We argued for awhile, and all she kept telling me was: I am sorry but that's all we can do for you. Well she did recommend to go a craft store or go to Walmart and buy some stuffing to try to fix the problem, and that would be less expensive. I gave up and just hanged up the phone because I was getting nowhere.

I made the purchase on July 2007 and it is only December 2007. Now I am stuck with a sofa and a love seat that will need to be replaced within a year. I made the purchase on credit with them, and by the time I finish paying for the furniture I am going to need to buy a new set.

As I was leaving my daughter's preschool, they called, and in a very rude manner, said that they were waiting on me at my house. I told them I was on my way and they rudely asked how long I was going to be and I said 10 minutes or so. So they gruntingly accepted and then a minute later the lady at the RTG kids called and rudely stated that they were waiting on me, and I reiterated what I had told the men.

Then I got caught at a red light, which made me a little longer than I had said, and the lady from RTG kids called me again and very rudely said that the guys said they had been waiting on me for a long time and that they were going to leave if I didn't hurry up. I told her it had not been long at all, and that I was almost there. She said something about how I had said I was only going to take 10 minutes, and it had been longer than that, and I needed to let her know exactly how long I was going to be or they were going to leave, and I was going to have to reschedule delivery! I said I won't be more than a few minutes: I am almost there. She then rudely stated that she would tell them that and hopefully they would decide to stay! So I raced home, where the men (who hadn't even used there 15- 20 minutes to unload their truck!) gave me dirty looks as I unloaded my preschooler and my 1 year old. Please don't ever use this place! This is not our first problem with them, but I guarantee it will be our last!

I went to the store and spoke with the salesman and explained what had happened. We then went and look at the table on the showroom floor and there also file marks on it. The salesperson was embarrased and went and spoke with the manager. After 10 minutes he returned and explained that the marks were distressed marks to make the furniture look older so that if a kid would nick it later that it would not be noticeable. I explained to him that I have no kids and had no of buying damaged furniture. He explained that all of their tables would have have the same file marks and could not issue a refund.

I reminded him that when he sold me the furniture that I was an attorney. Looking forward to filing a Deceptive Trade Practices Act Claim against this company so that they won't pull this on anyone else.

Had to replace the dining room set at another store and have just sent a formal demand to their regional manager before filing a lawsuit. Purchased a new home before Christmas and had thought I was buying NEW furniture and was embarrased to not be able to entertain as I had to place the damaged table in storage.

I paid the entire credit card balance in 3 months and was charged for one month's interest as opposed to 12 months of equal payments and no interest.