Arizona RoomStore.
reviews and complaints

I bought furniture set from the company Room Store Furniture. I placed the order in November, 2014. I waited 6 months and still haven’t received my order. Each time, the rep provided new promises and excuses. I was sick of them and asked to return my money back. The rep refused and after that moment I haven’t heard from this jerk. They are liars and scammers, and I want to find other deceived customers, who lost money. Please we need to stop this company and return our money. Post your comments.

We purchased what appeared to be a "leather" dual recliner with a section in between with remote storage and cup holders. The salesmen did not bother to tell us the return policy has to be initiated within 5 days including the delivery day for a refund. One of the recliners does not meet or join with the mid section and is not correctable in any way according to the technician. They offered to replace the section on the right because of the connection and the leg rest which does not come up when you recline nor does it stay up with any minimal weight on it. The replaced section does not match the rest of the piece in color or height. While they may be the largest retailer of furniture in the state of Arizona I am pretty sure they're not doing this with repeat business. My advice is to find someone on a local basis and buy from them. They might just care about repeat business and give you proper customer service for any defects.

Purchased a sectional for our living room, was told by the sales person because we were not sure if it would fit, that we could have it delivered and if it didn't fit to call and they would pick it up within 5 days. Called the Room Store the next day and told them to come pick it up. They picked up the furniture but didn't return all the money charged a delivery fee which we were told that the delivery was free and wouldn't cost us a dime. The sales people are very pushy and lie to you about what the charges are. If I was told that I would be responsible for the charge we would have never tried the furniture at home as the salesman said we could at no cost.

I bought a whole living room set with wood end tables and a couch table. I really liked the couch table because it lifted up so you can eat on it while you watch TV. I bought a set of wooden coasters to us on the tables. We have barely used the couch table. A little over 2 months after it was delivered I saw 4 or 5 round raised spots, the biggest one about the size of a quarter. I called the company and they ask me to send pictures. So I did. I was then told it was severe water damage! I said this table was made to be eaten on, we use coasters really?!?!? I told them that was ridicules, it’s not round like a glass, it looks like bubbles trying to come out of the wood! I said I want a second opinion and they sent some guy out and all he did was take pictures but again they said sorry its severe water damage!

Went to the roomstore because I saw a specific sofa in a specific color I wanted. Told the salesman I wasn't ready for delivery due to having to find a home for my other sofa. He told me they had want is called a delayed deliver, it's for 90 days and you can pay on it just like a layaway. I told him that would be fine. I put 200.00 down on it at the time. I received a phone call from the store saying this is a courtesy call reminding me I have a payment due on my sofa. I said okay, went in to make payment salesperson comes out tells me it is no longer in stock; did I want to select something else. I said no, this is the sofa I wanted. Asked for refund and he got the manager who told me that there is a 20% fee. I said for what, I didn't voluntarily cancel this agreement you did. You said it was no longer being carried. After about five minutes of me ranting about having to pay a 20% fee the manager returns and says they will refund me the full amount but I will have to wait for the check to be mailed from corporate. REALLY! I put it on my debit card and now I have to wait for a check from Corporate office. Be aware that if you do the delayed delivery/layaway you are not guarenteed to have the merchandise when you go to get it. And they will try and push you to select something else so they can keep your money. I will never buy anything from this store ever.

From BBS Website!

On 12/12/2011, the business filed for reorganization under Chapter 11 of the federal Bankruptcy Act, case# 11-37790-DOT. This permits the business to continue to operate with court supervision while developing a plan of reorganization. Those with monetary claims against the business are advised to obtain a Proof of Claim form by writing to US Bankruptcy Court Eastern Disrict of Virginia 701 E. Broad St. Richmond VA 23219 for resubmission to that court. The case number should be entered on the form. Claims must be submitted by 03/30/2012

I am so upset! I was looking for a customer service website, complaint board or hotline for assistance with my current order I placed at the Rockville, MD Room Store location.
In early December 2011, I received a letter from one of your finance companies, Okinus, telling me I had been pre-approved for a $700 credit on the purchase of additional furniture. I had previously purchased a bed from this same Room Store and having had a good experience, I took the credit in the store to purchase a dining room table and chairs set. On January 6, 2012, I went in the Rockville Store and made the purchase. At the time, the sales representative, whose name was John Aroush, who was very helpful and accommodating, stated that the glass table top was on back order but would be in the next week. I worked with Enrique (I think that was his name) and he processed my pre-approval information and paperwork. He advised me that I would receive a call when the items came in to schedule delivery. I received a call a week later and the lady that I spoke with who was extremely rude, said the only day that had was Saturday, January 21st or Saturday, January 28th. She told me that the delivery department would call me to set up a time.
The week of January 21st, I received a call from the delivery department. The representative, whose name I believe was Alex, stated that my delivery time had been scheduled for Saturday, January 21st between 3:45pm – 7:45pm. When Saturday came, I received a call from I think it was Alex again, who said that the delivery guys were running behind and that they would be at my home closer to 9:45pm that night. (I will state that I made arrangements to take off work to be home for this delivery on Saturday) He stated that I would receive a call from the driver when they were on their way. I waited by the phone and no call came. Finally around 8:00pm, I received another call from Alex (I believe that was his name) who informed me that they would be delivering my set on the next day, which was Sunday. He said that I would receive a call from the driver first thing that morning around 8:00 am and I would have my set Sunday morning. I had to go to work that day at 2:00pm, but because the rep said they would come I didn’t worry. Needless to say, they never came. I called the delivery office only to find out that they were actually closed on Sunday. The Rockville store didn’t even open until 12:00pm! So I waited until 12:00pm and called. When I called, I got a Hispanic sales representative who was completely non-empathetic and sounded like he wanted to just get me off the phone. When I asked about the cancellation policy, his response was more like “go ahead and cancel, you need this not us. All I have to do is cancel it and it’s done. He didn’t say that, but his attitude gave me a strong impression that this was his feelings.
I finally asked for the store manager, who I was told was named Sondra or either Sonya. She was much more helpful and seemed empathetic to what I had gone through. She offered her apologies and could understand my frustration. What made me even more frustrated was that when the manager and the sales rep at the store looked in there system, the delivery rep hadn’t even made any notations of the final call, nor the arrangements that he had given me! So I felt like they thought I was making it all up or lying! The store manager said she understood and that she would contact the delivery office first thing Monday (January 23, 2012) and find out what was going on. I told them I had re-arranged my work schedule to accommodate this delivery and I felt I wasted my time because no one called or communicated the truth about my delivery. She stated that she understood and that the delivery department would accommodate me because this was their fault. What I have a hard time understanding is why the store nor the delivery office do not have contact information for the drivers! I was told that the only way the delivery office or the store can contact the drivers is to email the drivers’ dispatch office or supervisor. Obviously this doesn’t work because there was never a response from either of them! She stated that while she was off on Monday, she would have a representative from the store call me with my delivery status and information on Monday morning.
Monday morning came and no call. I called the delivery office first and spoke with Theresa. She stated that the delivery office was closed and I had reached a call center. She stated that she could send another email to the drivers’ dispatch and reschedule the delivery for Tuesday. I told the lady I couldn’t change my schedule and that they would need to deliver after 6pm when I arrived home. She told me it would be no problem.
I then called the Customer Loyalty line and the lady representative there said that the driver would be face repercussions for what had happened and that it was unacceptable. She told me to contact the Customer Loyalty line once I had received the furniture and I would receive some sort of compensation for my inconvenience. She also stated that the delivery office would accommodate me with my delivery needs of being after 6pm. All this time, I had not yet received the follow-up call from the Rockville store that was promised to me by the store manager. Only after I called the Customer Loyalty line and the rep put me on hold to contact the store for more information, did I simultaneously receive a call from the store regarding my delivery. And that was because I was on the phone with the Customer Service Loyalty rep!
The store rep that called me had no information as to why my items where not delivered, where they were or even what time they would be delivered. All she could tell me is that she would send the delivery office and email and ask them to contact to schedule my delivery after 6pm.
Tuesday (today) came and I received a call around 10am from the delivery office. After stressing to all of the different reps that I don’t get home until 6pm and I needed the delivery after 6pm, I get a call stating the delivery will be done between 2pm – 6pm! Unbelievable! I immediately called back and told them AGAIN, I don’t get home until 6pm and I needed the delivery after that time. The delivery rep said that she would send another email to the drivers’ dispatch with this information and I would receive a call with the new time shortly. All day passes, no call. I finally call them back at 5:45pm tonight. I got Alex, who said he wasn’t sure what happened on Saturday or Sunday and that after I had told the first delivery rep my schedule issue, they had pulled my merchandise off one truck and was put on a truck that was doing later deliveries. He stated I should receive a call within 5 minutes or so from the driver’s dispatch because they were just finishing up a delivery and they would let me know what time they would arrive. Two hours pass, and no call. I call the delivery office again at 5 mins to 8pm and they were closed. I called the store and got a rep named Mary who was very rude. She basically told me she couldn’t help me and that since delivery was closed, she would leave the message with the store manager and see what they can do. She said that I was probably going to have to pick another date for delivery because they can’t deliver after 6pm. She was rude and obnoxious; she had no sympathy for anything. She cut you off when you were trying to talk to her and had a defensive attitude. She basically has no customer service skills, unless you count being argumentative with the customer. Even though this is obviously your companies’ error, she basically said that if I wanted to cancel, I could be she didn’t see how they could accommodate my time request. And she basically said I should receive a callback from her between 12pm -2pm tomorrow because she needed to research what happened.
I have since contacted the finance company and even they are trying to contact the store to see where my furniture is. I feel like because I financed it through a secondary company, I am being treated like a second class citizen. There is no reason for this. Word of mouth is the worst kind of publicity and to treat a loyal customer who pays on time and never gives them a problem, like this is completely unacceptable. NO one can seem to tell me where my items are or when they will be delivered or what truck they are on or even have contact information for the drivers! Why is email the only method of communication? What kind of customer service is this?
When I asked about compensation for my inconvenience, they told me to call AFTER I received the items. At this rate, I will be making payments for merchandise I don’t have and haven’t even used yet. Is this the message or kind of customer service you want your company to be known for? I am at the point of canceling my order and going through a different place. I have never had this happen. Even rent to own places treat you better!

I purchased a Living Room Suite from the Room Store in Fayetteville, NC. After waiting for the Love Seat to come in. I picked the suite up, due to the fact that the delivery was $99-way to high for this area. When I got the pieces home 2 of the 3 of them were damaged. I called CS immediately and reported the damage. They told me that they would not come and pickit up, I would have to bring it back to the store and pick up more furniture, and if I wanted to return it all together they would charge me a 10% restocking fee. I WOULD NOT RECOMMEND BUYING ANYTHING FROM THE ROOM STORE! THIER CLAIMS OF GOOD CUSTOMER SERVICE ARE FALSE. I still have not received a call back from anyone, and the Manager who is Drewey refused to givr me the Districk Managers phone number, and refused to call him and have him call me

Bought the Dining Room Table March 29, 2008. After owning the table for less than 1 year, one of the legs broke ( February 2009). My wife called the Customer Satisfaction Number (above), left a message. After three days with no response, I called them and sat on hold for thirty minute. I told the Customer Service Rep exactly what was wrong with the table. They sent a Service Tech to my house and he fixed the loose seats but couldn't do anything for the leg because the Customer Service Rep reported that the leg was loose. Service Tech stated this isn't the first time that this problem has happened. They called back and stated that they don't have any legs so they have to order a whole new table. They stated that it would be here on March 15, 2009. The date came and went and my wife called them to find out the status on March 17, 2009. The Customer Service Rep told my wife that they called and told us that the table wouldn't be until they end of the month. I called the Customer Satisfaction Number back on the March 18, 2009, talked to the Assistant Manager. She gave me an excuse, I told her that my table is being held together with duct tape and glue and I have a small child that hasn't sat at the table since February for fear that the table would break again. She kept going on with the excuse so I asked to talk with her boss. She stated that she would leave him a message (10:30 AM). At 1:30 PM, not hearing from anyone I called again and was told that the Manager was out but I could talk to the Assistant Manager. I had them transfer me but got her voicemail. I left a message that her boss has not called yet and left my number. At 3:45PM I called again, asked for the Manager and was hung up on. I called back once again, I told tham I didn't want t be put on hold and I wanted to talk to the Manager. Manager was on the phone so I asked for his bosses name and phone number. I was told it was the owner and they have no number but you could email them. They stated that they email would come to Customer Service and he would get a copy. After I received all of that information, I asked for the Manager. He was still on the phone, so i received his voicemail. I left the message. As soon as I hang up, a Customer Service Rep called, she stated that they now have a new leg and they can be out next week Tuesday to fix the table. While I was talking to my wife about this, the Rep stated that they have one opening tomorrow. Would we like it? My wife being feed up with the whole issue and them said ok. Ten minutes after we hang up, the manager calls. I started with the complaints. When I pointed out the horrible service, he stated that if his Reps say they called us then they did. I also was informed that he doesn't return any phone calls before 5:00PM. When asked why your assistant didn't inform my of this, he couldn't anwser. When asked why I was hung up on, my Reps told him that they didn't do that. I asked about the leg, they get stuff being sent back from and they took it from that.

Bought two bedroom sets for my kids from the Room Store. After far to much shopping around "for a guy" we settled on the room store.Very friendly sales people that gave us space and were helpful when we needed them. Paid for furniture Feb. 22 They say it will be delivered March 4. On delivery day- no call-no delivery. Im a self employed contractor ( lost 400.00-600.00) waiting for them to show.I call them.They changed delivery date but didn't bother to call.Now delivery is Saturday Mar 7.Damaged furniture delivered. Now delivery is Tuesday the 10th - no call - no delivery. ( I loose more money)I call. Headboards won't be in untll Mar 27. I tell them to pick up the parts they left at my house and forget about delivering anything else. I must contact the store for this.They agree to pick it up but want to do it on a Thursday (Like I can afford to loose more money in these tough times) SAVE MONEY OR VACATION TIME AND DON'T BUY FROM THE ROOM STORE!

This is a general alert, particularly directed towards military families (which accounts for most of Charleston).

Beware of buying furniture from The Room Store. While the prices are good for the quality of furniture, if you are military, you will find that it may not be worth it in the long run to buy from this company.

To make a long story short, my husband graduated from nuclear training in July. We were slated to move to Groton, CT in August, and ordered furniture from them that was to be shipped to our new house when we received an address for delivery.

Approximately 3-5 days before we moved, they called and told us our furniture had arrived -- in Charleston. We were asked if we wanted to take it with us. Of course we didn't mind, we had a 24' truck for our self-move and needed the extra weight. So we loaded it on the top of our old furniture and drove on our merry way.

We arrived in Groton, ended up living out of a hotel for 2 weeks. When we finally moved in and unpacked our furniture, all was well until someone sat down and the seam on the middle cushion of the couch quite easily popped (cleanly). This was not a tear, and since we had paid for the fabric protection and were told we had a one year warranty, we called to have this taken care of.

We were immediately told that our warranty was voided when we relocated the furniture. My husband called the store; at first they seemed helpful, but subsequent follow-up calls revealed that they were going to stonewall and claim no-fault for their failure to fully disclose what was happening when we accepted delivery and moved it ourselves. The manager I spoke to was quite rude and essentially told me he didn't have to help me. They had their money, they were done.

Edit : I forgot to mention that at one point, I did find a customer service rep who would have helped us out. Unfortunately, he informed us that The Room Store does not service our area. They were perfectly willing to sell us furniture and fabric protection plans, but were unable to back up their warranties to begin with.

I have since involved the bank that issued the card the furniture was paid with, and it looks like they are reaching a resolution by applying financial force.

However, I still advise anyone who is planning on moving -- even a block down the street -- to pass this store by. Their customer service is horrendous from the store level and up, and their policy is, at best, inane considering that this particular location is right in the middle of a community that moves often and at the whim of our government.
Please pass this story on and prevent The Room Store from scamming any other families who already struggle to save up for new furnishings while dealing with long work/training hours, deployments, and/or a modest paycheck to get by on.