Delivery window from 2-6. I was home the entire time. At 5pm cst, I still had no delivery. Tried to call customer service, and it was closed! Finally got a person in online support who couldn't connect me to anyone or tell me anything. He says this happens all the time. Finally at 6:30 pm, I got a call from dispatch who said the driver tried to deliver but couldn't get his truck in the neighborhood. He had my number, but she couldn't understand why he never called me (I'm guessing she knew this since she called me, but whatever... Her name was cary, but she refused to give me the driver's name). She also couldn't reschedule and told me I had to wait until the next day to reschedule. Called customer service the first thing the next morning. Spoke with a very indifferent rep who said that she didn't think there was anything she could do to get the meeting rescheduled for the same week (Delivery was supposed to be on a tuesday... ). Told me she'd call me back after basically telling me to calm down. She never called back. Called again 3 hours later, spoke with someone else who basically told me there was no way they could get back to me this week. Tried to cancel order, but was told I had to call another number. Called that number and finally canceled. No one cared. No one apologized. This is the most siloed organization with the most unempowered customer service reps. They truly need to enter the 21st century of customer service.
We spent around $10K in November 2010 for 3 bedroom sets. The 3 sets were delivered in December 2010 with...
Rooms to go is the absolute worst furniture store. I have called to set up our service request 3 times and told them exactly what time I was available and every time the automative message calls me to give me my 4 hour time frame its not when I said I would be there. The reps tell you that they cannot accomidate your schedule by asking for the tech to come any time after 1pm, so how are you suppposed to pay for your furniture if you cant work a job that pays you money????? These people are horrible. We have spent over $6000 on furniture and we still need some other pieces... that I can promise will not be bought there. We've had our sectional for 4 months and it is broken in 3 places. The fabric on the matching glider is coming apart at the seams. I have never spent so much money on crap before in my entire life. I can't wait for the service tech to actually get there. After reviewing other compliants, I hear they don't do anything to fix the problems either and the company will not replace the broken items. I'm so very disgusted with rooms to go!!!
Purchased a sofa - loveseat - chair set from rooms to go delivered by the end of november 2010. Within a month the cushions were breaking down, so contacted them to review product. The frame is fine, but the substandard foam they use in their cushions causes my new sofa and loveseat to look years rather than a month old. First tech came out and verbally agreed that the cushions should not be in that condition after such a short period of time but when I checked on the status of my warranty case, tech had indicated frame was fine and nothing further should be done since it is normal wear and tear. I appealed and requested a second tech to come out, who made no promises. He also agreed with the first tech. I had to take my cushions to a real upholsterer to put in the proper density foam so that the cushions would wear better. I agree that cushions should break down a bit over time, but this was over the course of one month. Rooms to go will not take back the furniture either. This is a shoddy company with shoddy business practices and I had to learn my lesson the hard financial way. It is not high end furniture anyway, so my expectations on not on par with ethan allen quality, but you would think the stuff would wear better, at least for a year. I will never buy furniture from them again and urge all to do the avoid them. It is landfill furniture, nothing more. Way to go, rooms to go. You have yet another unsatisfied customer to feather your cap. Does cindy crawford know she lends her name to such crappy furniture?
We bought a living room set from the Fort Worth store. The lamp that went with the set was not in stock at the time of the purchase. We bought the set in October of 2010 and the salesman told us the
lamp would be sent to our home by no later than Dec. 8th. Not only did we not get the lamp on time. We were called on January 8th and told the lamp was at the Dallas warehouse and we should pick it up there. When we tried to tell the lady at the warehouse it was supposed to be shipped to us, she got very rude. When we called the store in Fort Worth that sold us the furniture, they were not only rude, but refused to help us in any way. To have the lamp delivered would cost us a third of what it is actually worth. Our only option is to drive over 100 miles to pick up the lamp or to have the cost of the lamp refunded for store purchase. No way! Never again! Rooms To Go will lie to you make a sell and if you ever need assistance, forget it!!! They are some of the rudest people I have ever come in contact with!! Please find another store to buy from!! If not, I promise you will regret it.
I purchased a recliner sofa set from Rooms To Go. Last week my wife was sitting on the sofa with the recliner extended and she got off the sofa from the side. She cut her leg when she got off. She had to get a tetanus shot for her cuts.The metal bars under the recliner are sharp and not filed down correctly. When I complained about it, the service technician they sent over said that it was her fault. She should have closed the recliner before getting up. Rooms To Go made no effort to rectify the situation. I'm not happy that they sell dangerous products and make no effort to correct the error. On top of it they blame the customer for "improper usage". Very unprofessional behavior especially after spending thousands of dollars on the product.
I purchased a sofa that costs me $1600 from Rooms to go, the in-store service was typical but all trouble started after I purchased an extended warrenty from them & had my sofa delivered. Upon delivery my sofa was delivered with a broken leg, they asked if they could just fix it instead of bringing a whole new piece, beings I had waited forever to receive my delivery & it was such an inconvinence in the first place I decided to go with the option to fix it. As time went on I had to have it fixed 3 more times, (along with several other peices that were never resolved either) now after they couldnt fix it they are suppossed to replace it due to my warrenty, well it never got replaced, I called several times to have different techs come out, half the time they were too lazy to the job, or they lied about things, I even had one guy I waited for all saturday to come & he never showed, when I called to find out what was going on, cust service told me his report said I wasnt home, this last event they agreed to send someone out for a "courtesy" in home repair even thou my warrenty is expired now (how convinent) because all the damages were reported under the warrentty they just never did their job, when the guy came he said it was unrepairable & they would replace my sofa, so he didnt even try to fix it, when I got the follow up call they told me they never agreed for him to come out on those terms, only for my stain issues which are still under warrenty (that wasnt resolved either) they also told me his report read completely different from what he told me *LIES* so I asked to speak to management & the lady told me she was management, I've never known the management to answer the cust service lines when u call *MORE LIES* The conclusion I came up with is that rooms to go hires cheap laborers who dont want to work, dont know how to do their job, & will lie on their reports to benefit rooms to go so they dont have to follow thru with a warrenty repair, the on phone cust. service operaters are just plain rude & are NOT there to help the consumer, I could go on & on about the terrible service, or the service I DIDNT receive! They DO NOT & WILL NOT honor the warrenty they will just lie, scam, & give you the run around until your warrenty is up! Then basically say screw you in so many words, Whenever I tried to speak to a manager on cust service line they kept me on hold for 30 min to an hour then came back to say they were busy & would call me back which NEVER happened or they would simply hang up in my face when they seen I wasnt going to hang up! This is the absolute worst company/cust service I have ever dealt with in my 30 yrs of exsistence, BUYER BEWARE, THESE ARE SCAM ARTISTS, YOU WILL NOT BE A VALUED CUSTOMER, I CANT SEE THEM STAYING IN BUSINESS IN THE FUTURE!!! DO NOT PURCHASE HERE UNLESS YOU ENJOY GETTING COMPLETELY RIPPED OFF!!! Please repost to avoid other consumers spending their hard earned money & getting completely ripped off I now have a $1600 sofa not even 2 years old that looks like a piece of broken up crapt!!! Im highly pissed off, this post is the only resolution I get in this situation!
I ordered a sofa and loveseat from rooms to go. The time frame of delivery was between 2pm-6pm. I waited home all day in case they came early. Yeah right! At 6:40, I finally received the first call stating that the delivery would be made between 7 & 8 pm. (So much for 2-6pm, & I missed a 7pm appointment that I had scheduled). At 9pm, I had given up. I was told earlier that deliveries are never made after 9pm cst. I put my two young boys to bed, and I also fell asleep. At 9:45 pm, almost 10 o'clock at night, my doorbell rings. My whole house was woken up, and they were actually delivering my furniture at 10 pm!! The delivery guys said they had 18 deliveries in all, over 80 items, in 3 cities... All for two men in one day! Furthermore, they still had 2 more deliveries to make after mine! The supervisors at rooms to go acted concerned on the phone, but never bothered to return my call or my delivery fee as promised. I was told I could receive 25 dollars off! What an insult! I will never again order anything from rooms to go!
We went into the store on 11/27/10 in search of a new bedroom. We actually love our current bed but not the rest of the room. Most of the current furniture that we have was purchased new in 1989. The bed was added a couple of years ago from a different set. It is dated, but solid. Unfortunately, it is not uniform (pieces didn't come from a set and therefore don't go together; different woods, finishes, etc). Thinking we might keep our existing bed, we were very indecisive about what we were looking for, etc. The salesman that helped us was patient and understanding. He did not pressure us into anything. We actually asked him at one point to give us time to look and talk among ourselves and we would find him when we had made up our minds (neither of us like high pressure sales people). He respected our wishes and left us alone. He did not even come backto check on us. I have nothing but good things to say about him.
After awhile, made up our minds and found our salesman. We piecemealed a bedroom together, everything except the bed. We did not select a 'package' deal on the entire room. We ordered a dresser/mirror, two night stands, a chest, and media center. Again, everything EXCEPT the bed. I had a nagging feeling about the quality of the furniture that we had picked out. Call me weird, but I often mentally judge the quality of furniture by how the drawers slide on the rails. Our current bedroom furniture is North Carolina built and solid as a tank. It has lasted 20+ years and will last at least another 20 more. The RTG furniture that we selected was rough and uneven on the tracks. The drawers looked and felt like they were built from 1/8" pressboard. It just felt CHEAP. Yet, our desire to have something new over rode that naggin feeling.
In the process, we found a new living room to boot. However, we didn't like the tables and lamps that came as part of the room.
We left the store with a partial order entered into the system but made it clear that we needed to finalize our plans on the tables and lamps. The total at that point (sans taxes, delivery, etc) was over $6000+.
Our credit card for the 'deposit' (to the tune of $550) was run that night. I did not know until later that it was 'run' (as in charged). I thought that would all go through once the order was completed.
We returned to the store a week later to complete the order. We had our 4 year old with us since we thought it would only take a few minutes (less than 30) to make some changes to the existing order. We had decided on different tables, etc to go with the living room furniture package. The tables that we selected were more expensive than what was included in the set so this was of course 'allowed'. Additionally, we had changed our minds on the bedroom furniture, deciding to get rid of our existing bed (selling on Craigslist, etc with the hopes to offset the additional money being spent at RTG) and going with an entire bedroom PACKAGE including the bed, but from a different set than we had originally choosen from.
At the time we went in (and still a current offer at the time of this writing), RTG is offering TV packages (which are actually gift cards to a different retailer to be used towards the purchase of a TV (or anything else)) that become valid 5 days after you take receipt of your furniture from RTG. We also need to replace our refrigerator so we were going to use this towards the purchase of a new refrigerator). The 'living room' we initially selected qualified for this promotion, so we had already been issued a card (not valid yet - but we had physical possession of the card). The new bedroom package that we moved to on our return visit also qualified (and offset the cost of the extra furniture). Because the gift card from the living room package had already been issued at the time of our initial visit, RTG was ADAMANT about updating the current order rather than deleting it and starting fresh with a new order.
At some point, the manager came over and pretty much booted our salesman who had patiently worked with us for about 4 hours during both the visits and took over the order update entry. The store manager treated our salesman in a very verbally demeaning way, which was quite embaraasing for both of us. There was problems deleting pieces, adding packages, changing this piece for that piece. At one point, the system started asking for the entry person (who at this point was the store manager) to swipe an HHGregg card, which had no relavancy to this order and which no one could figure out why it was asking for the HHGregg card or how to get around it.
3 HOURS later, I left the store again. My wife had already left with the 4 yr old to get food and a change of atmosphere. If you don't take the 'package' room as is, expect MAJOR hassels making adds/changes/deletions. If you have a order entered that has to be updated, expect even more MAJOR hassels. Their system doesn't seem to like doing anything 'outside the "box"' (meaning their pre-packaged sets). I thought the order had pretty much been completed at that point, and I left the store with a second invoice including an updated (increased) final price. The manager told me they would resolve the issue and complete the order later. I just thought this was a technicality. Basically, I left with the understanding that the paperwork that I had in my hand, which I had to sign 3 different times for, was FINAL and there was just a technical issue preventing the order from being submitted.
We had picked different tables (at a higher price than the ones in the set) and therefore the total went up as expected. I left the store with an updated invoice of about $6600 (again, sans taxes, delivery, etc). The difference in the invoices was about what we expected doing rough mental math.
I got a call the following week from the delivery schedule confirming our delivery date of 12/17.
On Monday, 12/13, I received a call from the sales person telling me that I had a balance due of almost another $700 dollars over the updated invoice that needed to be taken care of ASAP, otherwise, there would be no delivery as expected in four days.
I called the store but of course both the sales person as well as the manager who tried to update the order were both off. The manager that I did speak with did not know any of the details other than they needed me to take care of the 'balance owed'.
I went into the store today, 12/14. Our salesman was off but the original manager who updated (or tried to update) the order explained that they had used an incorrect SKU number from a different state, which is why the order was not taking in the system. They re-entered the order on Sat 12/4 after my 2nd visit and had a new total (not what I left the store with on 12/3) and I needed to pay the difference. After a fairly heated exchanged, with several uses of words and phrases like "unprofessional", "pitful customer service", etc. on my behalf, nothing changed. There was obviously no wiggle room. He made no apologies. He offered no concessions. To make matters worse, he has HORRIBLE interpersonal skills and could only pass blame onto the original salesman (even though he was the one who booted the salesman from the computer terminal and entered the updates himself) and make statements like "I'm trying to tell you" and "I'll be glad to deliver what is on the original order on Friday, but it is not what is on THIS (pointing to the new invoice with the $700 price increase).
I could tell my ONLY options were to cough up the difference or cancel the entire order. I chose the latter.
My wife was expecting new furniture for Christmas. It is NOT happening now.
I feel bad that our original salesman will not earn a commission that I think he earned and still deserves.
My charge card was run two weeks ago for a deposit to a non-finalized order which has since changed.
I had more credit 'extended' (which I will NOT use) with Rooms to Go which will make it difficult to go to a REAL furniture store and try and match what we had picked out.
But, personally it was the right decision to make. I feel like I have been victim of bait and switch and then deceptive selling or just pure gross incompetence (one or the other), all the while still worried that I was about to be in debt for well over $7000 (again, not including taxes and delivery, and NOT including the $550 deposit already charged over two weeks earlier after our first visit on 11/27) for furniture that my gut instinct told me was CHEAP and will NOT LAST. We would probably still be making payments on it long after it had fallen apart, broken etc. After reading the other reviews here, I think my gut instinct was right as usual.
Follow your instincts. I wish I had been smart enough to follow my own advice. Fortunately, bad, no, HORRIBLE business practices and customer service saved me from a very expensive mistake.
Where do I start? Well, I ordered a seven piece living room set from rooms to go and my delivery date was Wednesday Dec. 15, 2011. They called and said they woyld be at my home between the hrs of 7am to 11 am. They came at 8:30 am which was perfectly okay. I ordered a sofa, loveseat, two end tables and two lamps. Well, they charge a 99 dollar delivery and set up fee so they were suppose to set up my cofee table and two endtables. That didn't happen! The represetative who set up the delivery called back to check with us for quality assurance asked me if everything was okay? I said no my tables were left unassembled and in boxes. She saud they were suppose to set those up. She then called them and they said they were in route to clarksville, tn which is an hr away from nashville. So she calls me back and said they would be back at 3pm to finish the job. At this point my mom and I are mad. So we wait till 3 still no rooms to go. We wait till 5 still no rooms to go. So we call back and the place is now closed. So my mom and I are convinced they are not coming back mind you my tables are still in boxes.So 7:50 pm rolls a round and it's a guy supposedly representing roomg to go. He came in his personal vehicle! I live alone I wasn't about to let some guy in my house that I don't know! I wanted a refund because this service was ridiculous. So I had to assemble the tables myself two days later! I want a refund but, I called them and they said that it's nothing they can do.
A retail floor Sales Professional, as I have become to define it these last four decades, is the person having an enduring and relentless will to accept and persevere the repeated agony of customer’s disdain and impersonal rejection only to be occasionally eclipsed by the ecstasy of a consummation of a sale or going home blank, periodically followed by a cancellation thereof, whilst cognizant that you must be masochistic enough to endure the same experience numerous times each workday. Yet, despite all of this, you best remain enthusiastic with a smile on your face and the fortitude to voluntarily relive this cycle numerous times throughout the day.
The aforementioned notwithstanding, the Retail Floor Sales Professional is accountable for corporate set sales goals, appeasing the customer in any sales related issue and assuming blame in most cases when they are unhappy with your product or end result- regardless of who is to blame. The Sales Professional must sell the added products or services demanded of them without concern of its efficacy or usefulness. Failure to meet those requirements will find you revisiting the “Company Trainer” who sells less and probably knows even less than you as well. Retail Sales Professionals, more often than not, are managed by individuals incapable of accomplishing the very same goals, rules and demands required of you, (i.e. do as I say, not as I do syndrome).
You must have a thorough understanding of all your products, its features, advantages and benefits, aware of its respective availability and able to convey all of this information to the consumer at a moment's notice. You must stay current and adhere to all company policies, floor rules and front office procedures, and while you digest all of this, you best remain keenly aware of your surroundings so as not to allow your customer or you become prey for the vultures that are salivating and perching close by waiting to devour that customer you felt so sure would remain loyal.
Finally, you best document most conversations, invoices or quotes otherwise customers will throw you under the bus without thinking twice, you always being the culprit and at fault despite them suffering from "Terminal Convenient Amnesia". Remember customers hear only what they want to hear. You NEVER win, they NEVER lose.
On July 30, 2010 I ordered a dinette set w/buffet. I was told I could not get delivery until Oct 8. I agreed to wait but asked at that time if they could not meet the delivery date could I cancel my order and receive my $255 deposit back. I was told that would not be a problem.
On Oct 6 I got a recorded message stating my delivery would arrive on Oct 8
On Oct 7 I received a call telling my my order could not be delivered because each piece was damaged. They wanted to reschedule delivery for Oct 22. I then spoke to the manager and was told it could not be delivered because it had not been received from overseas. Obviously someone was misinformed because I'm SURE they would NEVER LIE about it.
I told the manager I wanted to cancel the order and get a refund and was told he would issue a store credit. A store credit is not acceptable since I will not buy from Rooms to Go again. The manager was pretty rude and we hung up.
I called again on Oct 8 and spoke to a different manager, Kevin, who was much easier to deal with. I stated my case and asked if he would find out the real reason my delivery was not made and said I would be willing to wait if they were willing to negotiate with me. Today is Oct 11 and I'm still waiting for an answer. I'm hoping I don't have to go to the store to get someone to listen to me and give me an answer.
We were charged a late charge on a bill that we did not receive until after the due date. When my girlfriend called the customer service was rude to her. When I called they were both rude and aggressive. They offered very little help and they actually had the nerve to raise their voices. Not that it would be right to do so, but they treated us like delinquents who never made payments; We have made every payment only they had processed the payment three after the due date. If you enjoy rude beligerent customer service then rooms to go is the furniture store for you.
The complaint has been investigated and resolved to the customer's satisfaction.
I purchased a living room set from Rooms To Go in the beginning of August 2010. The furniture was delivered...
I ordered a new bedroom set with dresser, bed and mattress, end tables... They were delivered wrapped in...
We waited over 5 weeks for new living room set, set came leg was broke off of sofa, dirty, smelly looked used. Driver FORCED my wife to sign for the furniture and said she could not refuse to accept it. Cannot talk to anyone to come back and pick the **** up. DO NOT Buy from rooms to go.
This was the second part of the delivery. The first part was deliverd at 11:15 at Night. They said they would be arriving between 12:00 and 4:00 and showed up at ******* 11:15 at night! What kind of company operates like this
Excuse my French but Rooms to Go in the biggest piece of s**t furniture store around. They could care le...
Not Rooms to Go - Rooms to WAIT. Minimum 7-14 day delivery wait at Baybrook Texas store.
The Taffy twin/full loft bed with stairs and built-in dresser emits horrendous fumes, making me ill, eyes water, throat burn, congestion, flu-like symptoms. Must leave room windows open and bottom of door sealed with a towel to keep fumes from rest of house. Afraid it might be formaldehyde from China-made pressed wood products. Store says no formaldehyde, will send a technician to review - in TWO weeks. Meanwhile, I'm afraid to let my grandkids into "their" room when they visit.
Damaged headboard and upper bunk safety rail this bedroom set; damaged headboard and media center other bedroom. Nightstand on back order, delivery set 2 weeks after rest of furniture. Now we discover that delivery driver did NOT notify customer service about damages and arrange for exchanges to come with the nightstand as he promised - now further delay and back orders for damaged pieces.
$2600 at Rooms to Wait - the last money we'll spend there unless they turn this deal completely around!
As of August 3rd it will be three years since the Rooms To Go delivery truck rolled onto my carport and caused damages. They have ignored us...stalled us and sent out countless adjusters to try not to pay this claim. SE Delivery is a Corp but it has the same address asRooms To Go in Seffner Florida. Here is the scoop. They hire a high paid Attorney now named Brendon Stuhan that graduated from Virginia Law School that just curiously has a boat load of Seaman Family Members as Alumni and donators to the College. Of course he practices in Pennsylvania which is where the Current CEO Jeffrey Seaman's family is originally from and are Quakers. Mr. Seaman's grandfather Julius and his brother took over the business after his father died and this has been the family pattern. Now Jeffrey's cousins and wife are part of Finco Financial Corp and ETI Financial Corp which is insurance premium financing and they are also leaving a path of lies, deceit and rip offs behind them.
After mos. of searching for the perfect "big girl" bed for our 5 yr old, we decided on a twin/full step bunkbed with a chest of drawers from Rooms To Go Kids. We specified wanting white and pd additional for white. Our salesperson, who I just learned is Store Mgr, mislead us on the color. She showed us other white furniture in the same collection as bunkbed so naturally that was color we were expecting.
After waiting for 1 1/2 wks for delivery, bed was damaged when shipped as well as being damaged by delivery guys. The delivery guys also negligently left sharp furniture tacks that are over 1 inch long attached to chest side of bunkbed which my 5 yr old and 1 yr old found! Thank God they were not hurt! The bed is also not the true white we were expecting, however, is a poor attempt at a whitewash.
Called our salesperson about the problems with damage and color. She then backpeddaled about the color and stated we needed to contact customer serv. for damage. Upon calling cust. serv, I was informed a tech could come out to repair in 1 1/2 wks. I stated unacceptable due to just rec'g bed damaged after paying almost $2000 for the bed. I was then told a whole new piece would be delivered in 1 wk, however, due to all of our trouble the mgr I was speaking to was checking to see what our options were as we can't even paint the bed the true white we want without voiding our warranty. She was supposed to call back. After never rec'g that call, I called twice more and it was decided a whole new bed would be sent and tagged "red alert". The label was supposed to make sure all pieces were thoroughly examined before being shipped.
Our delivery was for yesterday, 7/17/10 between 2pm - 6pm. I rec'd a call Fri, 7/16/10, stating route had grown and so our delivery time had been r/s to between 4pm - 8pm. I told the cust. serv. rep that was unacceptable & my time needed to stay between 2pm -6pm. She said she would have driver call when on his way. I rec'd a call Sat, 7/17/10 at 5:35pm from a rude cust. serv. rep stating driver running late, had just got to town & would be here very soon and way before 8pm. The driver called at 7:20pm stating would be here in 25 min. They showed up at 8pm. After inspecting the steps part of bed, the piece was damaged worse than the one I already have. Obviously I refused delivery! So much for their "RED ALERT" plan!
Let's see how many more times I can be lied to tomorrow since they're closed today! I will never go back to Rooms To Go or RTG Kids and will do everything in my power to educate as many people as possible to stay away from that company. Apparently, they've made enough money that they don't care about quality or customer service!!