Rooms to Go Reviews

Be care full with Rooms To Go. If you have a problem with them the Costumer Service says that for Company's Politics they can't tell you the manager's name or pass your call to him. It is incredible that Rooms To Go on Veterans in New Orleans doesn't have a manager or the store doesn't have a manager in the region. We are having serious problems with that store. My credit history is affected because Rooms to Go doesn't do their job in the correct way. Thisis the first time I have had this kind of problem in a store. I only can say: The Worst!

I then went to a different location in Dallas (LBJ and Preston). I spoke with Brian Garner, very nice but not much he can do. I selected another group that costs about $250.00 more. OK, but--guess what?--I must pay an additional $109.00 to have the reselect delivered and defective furniture picked up. I have spoken to customer service several times; my options are: Reselect and pay for delivery and pick up; Keep defective furniture and get a store credit of $55.00 (voids all warranties though); Return defective furniture and pick up reselect (40 miles away and take my chances that reselect is not defective).

I have spent hours on the phone with customer service, store Managers and sales people. All I want is a FULL refund or them to work with me. If I am willing to reselect and pay additional money, then Rooms to Go could at least deliver the reselect and pick up the defective furniture. I REFUSE to give Rooms to Go anymore money.

I paid $1,500 for the sectional, and I will have to replace it soon because the foam inside the cushions is starting to come through were the threads are coming out. I will also have to just trash the bedroom suite; I don't see anyone wanting to purchase this piece of junk. I paid $3,500 for the complete Cherry Sleigh Bedroom Suite. So in total I am out around $5,000!

My wife called customer service and was told its out of warranty, and there was nothing they could do. She insisted on speaking to a supervisor and was told one would call her back. A week later no supervisor had called.

I went to the store and spoke to the sales rep who sold me the furniture. He agreed the furniture should last longer than 16 months and promised to have CS call me. I spoke to three more people and each time was told, "There's nothing we can do, it's out of warranty."

When I told the rep I would never buy furniture there again, she just smugly said, "That's your choice. Have a nice day".

I have sagging chair pads so when you sit down you are almost sitting on the floor.

We are now stuck with a paid-off living room suite than is 1 year old--that has turned green. The furniture is supposed to be leather, but I think it's fake. Why would it turn colors like that? We have use the force field conditioner on it every 3 months and also had a three year warranty taken out on this. We are told the warranty does not cover color change or fading. Customer Service told me we should have read the pamphlet they gave us . It seems Rooms to Go knows all their leather fades after a certain period of time. I think the news should get involved .

I contacted the customer service department several times - top phone call hold for 25 MINUTES! I have paid this in full and not getting any response - they will not do a preinspection prior to delivery and basically the only remedy they have offered is continuing to deliver beds.

No furniture - wages to someone to sit and wait for a 3rd broken bed - wasting 2 vacation days. Wasting several hours on hold for no available manager.

I immediately drove to the rooms to go store to pick up their special solvent based furniture cleaner which they offered to me for that purpose. The store rep I spoke with informed me that the field rep was absolutely wrong, that water was just fine to use for cleaning. I could also use the solvent based cleaner if I chose.

I went home frustrated that 2 different reps had told me completely different stories. After proceeding to clean the couch with the solvent based cleaner it again turned my white rag crimson. The dye was bleeding from the couch regardless of the cleaner I used.

Shortly there after, I received a call from Rooms to Go that they were going to replace my couch. Then, a few days later, customer service calls me to inform me that all the red couches of that manufacturer in their warehouse bled and there was no sense in replacing mine with a new one as it would bleed dye as well. the customer service rep then went on to inform me that they had previously RECALLED that manufacturers couch for the same problems. The manufacturer informed RTG that they had solved the problem and RTG decided to carry the line again. Shortly after making that decision, the complaints again began to roll in.

The store salesman claims that the company informed him of none of these complaints.

To this day RTG continues to show and sell the crimson couch of this line.

I asked if I could drop off the damaged piece at a local showroom and pick up a new one. Unfortunately, that was not an option, as I was informed you can not buy furniture directly off the showroom; I would have to wait until 9/25/07 to get a non-damaged nightstand. On 9/23/07 I received an automated call from customer service informing me they would be delivering the furniture anytime between 7 a.m. - 10 p.m.!

I immediately called customer service to complain and to notify them that a 15 hour delivery window is completely unacceptable, considering we have already had to make ourselves avaialble 8 hours to have damaged furniture delivered to our home. At this point, I don't even care if I get a replaced piece; I just want them to pick up the damaged piece and never have to deal with this company again.

It has been 13 days and I have not received a credit to my credit card and a check for the cash. I called and was told that that had been done two days earlier and that it would take 48 hours for it to hit my credit card and that the check for the cash portion was going out, that was 7 days ago and nothing. I called again and I was told that the order had not been cancelled. When I asked to speak to a manager the woman told me it would take 7 to 10 business days to get a refund if I wanted to cancel it. I demanded to speak to a manager and she put me on hold and never got back on. I am on my way up there tonight to attempt to straighten this out.

This chair and ottoman was more expensive than our original purchase. We were willing to pay the difference. We were told they could not sell us the floor model (which clearly was marked for sale), but, they would order one for us at even a greater price. Sales manager was rude and pointed out Rooms To Go has a NO RETURN POLICY. We did explained we were not returning but exchanging and would pay the difference.

The next morning I called to cancel the orders since we were not willing to pay for something that was put on our order that we didn't want. We felt that it was very unethical.

I reached Allen at Rooms to Go who said he was office staff, would not give me any other title. He said that he would cancel the order and I could get a refund in 10 business days. I asked if I could just pick up our check since it was Sunday and the banks weren't open, but he said it had been put in the night deposit. He assured me the order would be cancelled.

Today (Wednesday) we received a call from the delivery department scheduling the delivery. We told them the order had been cancelled already. They told us to call the store. I called the store and spoke to Stephanie who said the order was not cancelled. Stephanie siad she would make sure it was cancelled.

At this point we are out over $800 in deposits and are SUPPOSED to get this money back in 10 business days.

When they delivered on Monday, they delivered the wrong chairs. We had ordered upholstered chair backs, but they delivered wood back chairs. We looked at the invoice and discovered the wrong data had been entered by the sales representative. When we called the store, they said we would have to come back to the store and make the exchange, but there would be another delivery charge. They would not waive the extra delivery charge even though it was their mistake on entering the order. They would not take the order back at all.

We are stuck with chairs we did not order. We could pay for the exchange and delivery charge, but at this point I do not want to give Rooms To Go any more of my money.

When I contacted R.T.G.on the phone they said I should have told them when ordering that a big rig could not make it to my house. Since they only deliver on Wednesdays in my area I have no idea when we will get the furniture.

Of course now that it's purchased and in my home and not operational, Dennis LeBlanc is refuting what my salesperson Kelvin said and is adamant that this is a final sale with no repairs being available. I don't think it is unreasonable for RTG to send a repair person to my house and get this new sofa operational (I am also willing to return the sofa for a credit to my American Express). I obviously would not knowingly buy a broken sofa and since the store did not have an electrical outlet for me to test it on it was reasonable to me that Kelvin offered the return repair provision.

We are rebuilding after Katrina and I have a whole house of furniture to purchase which will be no small sum of money. I can be sure none of our money will be spent at RTG if this situation is not handled as promised by Kelvin. I am pursuing this matter with Better Business Bureau and American Express.

Rooms To Go has to go!

When I told the delivery guys that I refused delivery for the sectional couch, they tried to talk me out of it. So, I call their customer service 1-800-766-6786, all the customer service could do was make apologies, they stated that they can re-schedule the next following week, and that the next day delivery was a courtesy delivery even though I paid $170.00 for delivery. This was the first day of work I lost.

So, with no help from their customer service, I had to wait until the following week for my dry sectional sofa. The next following tuesday, my second day of missing work. They delivered the left side of my couch, so again I call customer service, and they could not explain why they only put down for half a couch to be delivered,

I asked to have the items returned, and they stated We cannot refund your money ($3500.00), they can only repair or replace the merchandise. Which at the time there was nothing to repair or replace, just missing parts. Customer service stated that they can do an add-on delivery on the same week, like they were doing me a big favor.

Finally, they delivered it on Sat. of the same week, which you have to sit around the house and wait for them. When I called the corporate office in Tampa 1-813-623-5400 they stated for my inconvenience they would give me a store credit of $50 - $100, after the headaches and time lost from work that is how they deal with you. They just get the money and they do not care about anything else.

The sofa has a recliner on both ends. By the time that I received the sofa undamaged, the recliner on the right end didn't recline. They sent a repair man out to correct it and it seemed ok for a few weeks. Then the recliner was hard to open and made a clicking sound. Then a metal bar broke in the inside of the sofa and the back leaned back permanently. Now, both sides have done the same thing.

When I got home 15 minutes later they had left! I immediately called RTG and spoke to the manager Jose. I informed him of the entire situation. He called the delivery people but they refused to return to deliver the furniture. I told him that I felt I had been more than patient with them and wanted a refund. He told me that they do not do refunds, that I would have to re-schedule another delivery. I informed him that this was unacceptable, but he just ignored me and said he would call back in two days to schedule another delivery.

When I tried to reschedule I had to wait 48 hours and they could not come for two weeks. I was later told that they broke my mirror and since it was on back order I had to wait three more weeks for another one. The furniture was delivered and not fully assembled. The plastic on the mattress was torn and my mattress was stained. Was told that they would come by to clean it when they delivered the mirror. The mirror was delivered on March 1. I did not get a call saying it coming so I was not home. THEY LEFT THE MIRROR BY MY FRONT DOOR IN THE RAIN!!!! I called customer service and was told I nhad to wait two weeks to have someone assemble it. Ridiculous!!!!!!! I lost everything during Hurricane Katrina and have a house to refurnish. I will not be doing it with furniture from Rooms To Go. I will never by furniture from them again.

Also, what's with the NO RETURN policy. No body mentioned that to us when we bought the couch.

Now we are stuck with something unsuitable. I will never ever deal with Rooms to Go again. Their customer service is horrendous and their policies stink.

They did fix the legs but I noticed that the frame of the chair was busted. I give up - I will never shop there again.

I got a refund for some, but the replacement chairs were more damaged than original.

Delivery drivers were very rude and customer service was no help at all.

I've had the furniture less than a month and I have already had the loveseat replaced once because the first piece had a rip in it. They were scheduled to bring out a new one this Friday. I just found this website and grew furious. I just called the store and threatened them with fraud and told them to come and get both of the pieces I purchased and give me a total refund. The sofa already looks bad. I can't imagine how it's going to look in a few more months. The manager did agree to pick it up and refund me. I think he knew by my tone that I would have gotten an attorney.

My living room chair is broken and one of my dining room chair broke as well from normal use. They sent a furniture technician who came in and verbally guaranteed me that the damage would be covered (I asked him about 4 times and all times he said YES, they will cover it) The only thing he told me was that RTG would have me have the furniture steamed clean first before taking it in to service. About a week later i get a call back from the warranty dept where they advised me that the technician reported customer damage and that they will not cover it.

I asked for a supervisor and a JACKIE called me back, she was not very helpful and I could not understand her because of a thick accent. I kindly requested a supervisor above her , she refused and hung up on me. I have been trying to email them and I keep getting the run around. They claim they cannot find my account information. In addition I called the technician (his number was still on my caller id) i left him a message regarding the situation and he has not called me back.

Around Thanksgiving, I noticed that the main couch had a dip in the middle. The frame appeared to be broken, was resting on the floor and you were unable to recline the set.

They sent their representatives out to assess the damages and their rep agreed that the cushions and arms needed to be replaced. He placed the order for the items and they denied it. They told me this was customer damage and that is not covered. I argued with them that the furniture should be more durable than it is for the amount I paid for it and they need to live up to their stain guard guarantee that I paid for. They refused to do anything about it and I am very upset with their company. I purchased in March 2005 and by August 2005 my furniture looked terrible. I contacted them numerous times with no success. I have purchased almost my entire home furniture through them and this is how they treat their loyal customers. I will never buy from them again or refer anyone there.

I have a dining room set that I paid quite a bit for that is pure garbage. I work hard for my money and RTG has robbed me!!! Their customer service is rude and I still have a track record of everyone I spoke with. Sicilio C is out of Tampa who claims to be a supervisor but is rude as ever and should not be in customer service. I have never contacted a company before and had to argue with a rep like I did with him.

After two weeks the cushions have collapsed. We can see clearly the furniture is not going to hold up. We called customer service and were treated rudley and told that we could not get our money back.

Wish we had found this site before we threw our money away. This is truley disposible furniture.

I waited on the phone for 1&1/2 hours to make the appointment to the same Bee Gee's song "How deep is your love". I will never ever buy anything there again.

I had a very important dinner scheduled for my boss on 10/29/06 which I had to reschedule to this passed Sunday 11/12/06 which I had to cancelled once again. I was so ashamed and embarrased. I couldn't beleive that it happened twice. I'm cancelling the order and I want a full refund.

We purchased a leather couch, loveseat, chair & ottoman in November of 2003 for over $4,000 and we purchased a 3-year warranty on the furniture to cover any future problems and/or defects with the furniture. Not long after receiving the furniture, we noticed the color would literally come off if you wiped the furniture with a clean cloth and their specified cleaner/protectant. It's like the color was painted on with a cheap paint!

I called to complained and they fought me on it for about 6 months. Finally someone came out to see the chair and when he saw what was happening he said that it shouldn't, that something was wrong with the furniture. But, Rooms to Go did not want to take care of the problem even though the chair had a spot where all the tan color was gone.

After fighting with them, they replaced the chair but what is really upsetting is everyone that has seen our furniture said that there is NO way it is Analine leather. This furniture is new and it looks horrible.

After a week I received a boilder plate letter stating that if I did not hear from the delivery company I was to get 2 written estimates for the repairs and I had a limited time to procure them. I couldn't get anyone to come out and write estimates so I ended up making the repairs myself.

In the last 3 months, I have spent about $3500 in that store and in the past I have spent upwards of $10,000. I will never shop there again.

Thirteen months later I decided to move my daughters room around, so a friend and I picked up her vanity and two of the legs fell off.

I asked RTG to fix them or replace it and was told my warranty was only good for one year.

It was an hour drive for me and an hour in the store dealing with this, and another hour drive back. After walking around a huge sectional in our kitchen/living room for 7 days, the second delivery came and it was wrong again!! When I refused the delivery which I was told to do the first time, when I called Customer Service, they said it would take 48 hours for them to inventory the piece back into their warehouse and that I would need to call back in 48 hours and reorder!! I said I would rather just not deal with them anymore and once more they said no returns and I had no recourse, no exceptions. The sofa costs $2,491. It stands where I need to call to reorder the correct sofa (again) and then wait 7 days for delivery of what I hope is the correct sofa.

When we apologized to the delivery guys that they had to reload the sofa back into the truck, one of them replied that his day consisted of delivering more incorrect orders than correct. Meanwhile, after several weeks, we sit here waiting on a sofa that I expect will not be correct again and no recourse!!!!

They sent over a rep to inspect the couch, and he expressed the couch was unfixable, the wood came apart at the arm, and the bottom piece of the couch had fallen down. Rooms to Go said that there is nothing they can do.

I paid good money for this furniture. I think they make and sell inferior furniture and know they do not stand behind their furniture.

The main frame in the sofa broke in the middle. Rooms To Go came out and repaired it but they said it happened due to a knot. They reinforced the break with metal which is now sagging to the floor. The love seat has fallen apart, the seats fall or sink in, the side of the sofa is coming unstapled and the side arm is pulling away from the seat so there is a huge gap.

The chair is top heavy so if you sit towards the back you could tip over. The wooden supports that the sofas and chair sit on are turing outwards and not in place.

Rooms To Go would not repair new tears and broken pieces because we didn't purchase the extended warranty.

Oh, the delivery men delivered the wrong couch. They delivered the one with the bed in it instead of the dual recliner one. They told me to just keep it. I called the customer service line and they actually sent the correct one. My dining room table, the finish is completely gone from it, purchased in 2004 with a bakers rack, which I cannot open the drawers anymore because the knobs have come off. My couch, the middle cushion is gone. You go to sit down and hit your rear on a big piece of wood. Same with the armrests. You dont feel a cushion, you feel wood. Junk.

My bedroom furniture, my husbands chest of drawers, the top drawer, his underwear drawer, the staples are coming apart. We had a tech come out 3 times to replace one of the drawers because it wouldnt open or close. This furniture is junk and they do not care about their customers. I have wasted 5000.00 of my hard earned money on this disposable furniture. I remember growing up, we had the same couch for at least 15 years. I wish the quality was the same as back then. If I can say anything at all good about Rooms TO Go, they did replace my mattress 2 times before telling me that they wouldnt do it anymore and I would have to purchase a mattress cover.

It has been 9 months now and cushions are very dingy looking probably from the newspaper. Called customer service to have them come out and treat the cushions per the agreement, but Phyllis said they only will treat a spot on the cushion and not the whole cushion, like I was told by the saleslady. Her words were, "I don't know how I would word that on the service ticket, they really only treat spots."

Rooms To Go sent out a service tech who said the stained area was too large and they would replace the material on the couches, he even showed me how they would be doing it! After a few weeks I called and they said they would be out on Friday to do the repairs. On Friday the same service tech came out and did the same exact evaluation again!

I called customer service and spoke with Dominique who let me know that she couldn't answer my questions, there was no one else for me to talk to and Rooms To Go could evaluate as many times as they needed too. She then told me she was disconnecting the call!

I have lost time at work waiting for the delivery that never came and I had to drive back to Jacksonville from Gainesville just to speak to the store manager. Whenever I called they said she was unable to come to the phone. I am not with out my dining room set going on two weeks. Plus, they have a no return or no refund policy on brand new furniture.

Basically, they were going to give my couch to someone else and I would have to wait for it to be reordered. I spoke with their Customer Service representative and a store managager and neither of them offered me any sort of help. I also asked to talk to a Customer Service supervisor, I am still waiting for that call. I have gotten deliveries for many other companies (Lowe's, Oak Express, Denver Mattress) and all of them were happy to work with me on delivery time.

For the second delivery I was given a time window of 12 - 4 pm. The delivery guy arrived at 6:19 pm, without as much as a phone call. He then informed me that my chair was not on the truck.

When I called the manager he laughed at me and called me names such as ridiculous, unreasonable, and horrendous. He then told me he'd call me the next day, refusing to fix my problem or give me any information.

When we called them to inform them of the danger they put our children in and that we needed the extra pieces for the beds they said they would send them. They did send the hardware but still did not send all the pieces so I called them back and said to just send me a new set of beds. The local manager said he would, but 10 minutes later someone else called and said they would not give us new beds and we needed to call their 1-800 # and get the other parts sent to us.

Its been 3 days and I still haven't gotten the parts. Without all the screws & bolts in place my children could be injured if they landed on the sharp edges of the beds.

I called twice in 2004 for repairs and they were never able to fix it or replace it. The customer service department told me to call a local furniture repair company and get it fixed because there is nothing that they can do to assist me.

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

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

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

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

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

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

This is OUTRAGEOUS!!!

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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