roomstogo.com

UPDATE: We talked to the store manager (which he also said he isn't the store manager when we talked to him over the phone) and challenged him on that claim when we visited him at the store that same day and he slammed his business card in front of my wife and I. I told him he is incompetent for just knowing about the problem -first he said within this week - then he changed it to "really just today". This has been an ongoing problem for more than a month and his excuse for not knowing was because he was on vacation last week. I told him he was incompetent for not knowing which he replied that his staff is incompetent, his company is incompetent, BUT he most certainly is not incompetent. I have it all recorded on video which will be made public soon. We asked him to call his regional manager because we cannot trust his words - we have been promised both verbally and in writing with manager's initials on paper - but he refuses to do that. We told him that because we have to wait on a 4-hour window for our things to be delivered, we have to take a day off to meet the delivery driver at the house but both times they delivered the wrong items. It's been over 2 months and I still don't have my complete set. Can someone please get this right? I ordered the Belmar bunk bed with full storage steps. I have the bunk bed but still don't have the steps. Twice they've delivered incomplete items. The customer service department told me that the store location keeps on putting incomplete SKU. Twice I've taken the day off of work because of the 4 hour window of delivery and twice they come with missing items. Please get this right! And I'm sure they will get it wrong the third time because the manager could not understand me or the delivery driver trying to explain to her what i need over the phone. Here is what I need: I need the bottom half of the storage steps AND the flat side of where the steps will go. When facing the bunk bed, I need the flat side on the right, the right side. I have in my garage the top portion of the steps. I've been told before that they will just replace the whole thing and get it corrected that way but still hasn't happened. Please read all the Reviews of Rooms To Go to include the corporate reviews and the Better Business Bureau before purchasing at RTG. Our biggest mistake was NOT researching first before purchasing. The manager told us yesterday as well that we didn't have to buy at their store. Again, all of these interaction were recorded on video and audio. His name is John Lanier -the store manager but not really according to him Today

I bought 6 leather dining from them in 2010. Since they were for our formal dining room which we use only a few times a year, the tearing and cracking we saw were not from the usual wear and tear from use. Of the 6 chairs, 3 are in very good condition, but the other 3 shows cracks and tear at different locations on each chair. I took them to the store manager, and since the warranty was for one year, he could not do anything. But he suggested I send pictures and details to [email protected] I followed his suggestion and sent the pictures of the damage. All I got was a note saying that the chairs were out of warranty. I at least expected them to contact the manufacturer and see what they would do since the damages on the 3 chairs were from improper manufacturing and materials. If all Rooms To Go is going to do is consider the warranty date, then they don't need this special web-site for appeals. I recommend buying your furniture at Kane's which has a life-time warranty and has been cooperative on my purchases there.

Lied about delivery date of dresser and mirror. Purchased headboard and frame and was told verbally that the dresser and mirror will be delivered the following week would be that tuesday. Never received a verification that it would be delivered. Since it was not confirmed that it is being delivered we canceled the order to be refunded for the dresser and mirror. We confirmed verbally that the order would be delivered that tuesday not December 15 2020..

If I could give them 0 star I would. The problem is not only this location but also the customer service. When you go buy anything they tell you they cover damages when actually the DO NOT. I do have a sectional that's cost me over 2k and one of the recliners is defect. They don't want to cover it because I moved! PLEASE READ THIS SO IT WONT HAPPEN TO YOU WHAT HAPPENED TO ME: ONCE YOU MOVE FROM HOUSES THEY VOID YOUR WARRANTY! BE VERY CAREFUL! Now I have here a sectional and a kids bed that they do not want to do anything about. AVOID THIS PLACE, ANY LOCATION. Bcse the customer service is horrible!

I accept the blame for this one. I did not investigate R2G before my purchase. After investigation, I found that 72% of online reviews are 1 star. Many of the reviews report massive delays, broken furniture, receiving refurbished (rather than new) products, a lack of response from the company, and poor interactions with the Customer Service Department. I had my own experience yesterday. After an extended wait for delivery, the day finally arrived. The delivery time given was 6 pm to 10 pm. I thought it was odd, but we wanted our furniture. When the time frame changed to 11:30 pm to 12 am, I tried to call Customer Service. After waiting on hold for over an hour, the first-line representative offered nothing. When I spoke with the "supervisor" (Carlos C.) I wrong concerning the delivery time (even though it was from the R2G tracking information). He stopped short of calling me a liar, but the insinuation was clear. He offered no help (no additional tracking information, no solutions, not "I'm sorry," no "midnight is an unacceptable delivery time," nothing). He refused to allow me to speak with his supervisor, first telling me he had no supervisor. After I pressed (so, you are the CEO?), he informed me his supervisor would not talk with customers. I hung up with no solution, only wasted time and energy. Finally, the delivery truck driver called, stating the delivery would arrive the next morning. The next day, when our delivery window was passed, I called Customer Service. I waited for over 30 minutes to be told our delivery had been canceled because the furniture was not on the truck. It was backordered (even though we decided to purchase based on the fact the website indicated the item was in stock) and would not be available for another 5 weeks. Note, I had to make the call to learn this information. I was transferred to another department to cancel the order and obtain a refund (another 30 minute hold time). I explained the entire saga and asked for the order to be canceled and for a refund. I was told I was wrong; the sofa was on the truck for delivery. After arguing for an extended period, the representative checked the files and found I was correct. Then she told me I could not obtain a refund because "the computer was locked because it thought my furniture was on the truck." I explained that computers do not think. They do what people program them to do and whoever needed to fix the situation needed to do it immediately. She protested for several minutes and then placed me on hold. The refund was granted (even though they "can't."). I called again today (40-minute wait) to confirm because I do not believe anything a representative tells me. Please save yourself the trouble and do not purchase furniture from R2G. They offer no solutions to issues, the company consistently over promises and under delivers, their communication and customer service is basically nonexistent, and it is apparent that customer satisfaction is of no concern.

Bought over $2300. 00 of furniture. Scheduled delivery for 1st day, a week later. They called a few days out said it would be between 9am & 1pm. Day of delivery at 9:10am they called said they are running late, now between 11am & 3pm. 3:15 I left for my trip. At 4:50pm they called and said their driver finally called in and had 2 more deliveries before mine, probably around 6:30 ot a little later. They showed up and were pissed at me that I wasn't home. Had to wait 2 days before I could call and reschedule delivery and then they said it would be 8 days before they could get back out to me, and no time frame, I had to be home during their delivery hours of 8am to 9pm. I got a full refund and will never walk into a RoomsToGo ever again.

I have been furnishing my homes for 7 years with RTG furniture. All I can say about it is that it all gets uncomfortable. It all wears quickly, and gets beat down quickly. The stuffing of the cushions in all the couches we have had have gotten stiff and flat. Last year we bought an l-sofa. One year later the internal frame ripped apart and popped all the springs. Our extended warranty covered the replacement but it was not without inconvenience. I expect that this furniture that has been in my house for two months now will break in the next year. Our new loveseat is like sitting on a 15 year old spring mattress in the dip. If we didn't have to continue to pay on the furniture we bought a year ago that is now completely different due to poor craftsmanship and a warranty replacement, I would save my money and not buy from here.

Purchased a motion sofa and recliner on May 27,2020 - this set was advertised in the Memorial Day flyer. Almost $3000 for both pieces, and set for a Sept delivery. I paid a cash deposit of over $300 while my credit went through - I had frozen my credit and needed to release it. Got it all squared away June 2. Was advised on June 6 that between the purchase on May 27 and the credit finalized, it has been discontinued. In reading all the other reviews, looks like this is a blessing in disguise. Horrible way to do business. Waste of time but I can still shop elsewhere.

I bought a living room set and was not informed about the delivery date. I had to reach out to them and they mentioned that it has been scheduled already and not even informed me of the date. They said that their website says it when I placed the order but the website and confirmation email gave a 12-day window. Their CS went around and around about they have communicated and this is how their process works and if I want to reschedule, it will be another weeks away (I already waited 1.5 months since I placed the order). Bottomline, you have to bow down to their delivery date and time unless you are willing to wait another month or so. Take note, I paid the delivery service.

I purchased a suite 13 months ago from the outlet store, the chair collapsed.
I requested that someone should come and check it out and advise.

I contacted the Better Business (BBB) and this is there response.

Rooms to Go Response:

Our office has had the opportunity to review the account in its entirety.
We are aware this purchase was made at one of our Clearance Center where the merchandise is sold "AS IS" and carries no warranty. In addition, this merchandise was discounted. Our customer did not pay the original retail price.
On behalf of Rooms to Go, we apologize for being unable to pursue any action for the reasons explained herein.
Thank you for your understanding.
Sincerely,
Lourdes C.
Presidential Assistant

I contacted the Manufacturer directly HM Richards and they stated they will send someone to check on it.
So don't rely on Rooms to Go, they try get out of it.

My three year old Japanese Maple was destroyed during the delivery of my daughter's bedroom furniture. I followed all the steps to report the complaint submitting a statement accompanied by pictures of the damages. I received a call today and was informed that my claim would not be justified because the delivery men claim that they did not destroy the tree. Clearly, this is false! The tree was standing when they got there and was broken in half when they left. The boxes were unpacked within one foot of where the tree had stood. So the customer v. the delivery men results in the delivery men being assumed in the right and the customer in the wrong. Why would I report such a thing if it were not true. This LONG time Rooms To Go customer will never shop there again! P.S. It was advised that I should have been videoing the men at the time of delivery. So, heads up. Have your video camera out and recording during your next delivery!

omg dont ever buy furniture from Rooms To Go.... bought furniture 30 days ago to be delivered today .... they message me yesterday saying they would be here today between 1 and 5 .....at 300 they call to tell me it could be 10 oclock before they get .....i tell them i want it delivered in daylight not darkness ....i dont know these people so i say i guess i dont want it since i thinking im the customer i should have the right since they defaulted on time ...the manager mr cain at the 1960 willowbrook was useless so i guess next week ill reschedule cause they want to charge me a 20 percent restocking fee ...................NEVER BY FROM THEM AGAIN AND THIS IS THE 3 PURCHASE OF OVER 2500 IN 3 YEARS ...............Good Bye rooms to go for me

Black Friday, November 29th 2019. In order to do this review 1 star has to be checked. The service and recognition I received or did not receive for over 45 minutes in this store did not even deserve 1 star. Like everyone else I heard the advertisements for Rooms To Go Black Friday specials and Sales early on during the Thanksgiving holiday and was very prepared when I entered the store after getting off from work on Friday the 29th. I had done my research. I had downloaded the pictures of the bedroom set and the living room set that I wanted to purchase. When I entered the store, there was a hustle and bustle going on as there were many Shoppers present. The customer service people were greeting Folks at the door as they entered. No one greeted me, no one said welcome to the store, or someone will be with you in just a moment, or how can I help you, or anything. I walked around in the store browsing until I came upon the bedroom set that I had downloaded into my phone. It was just like the photo and I was very excited. I stood there for a while waiting for someone to approach me but everyone just kept walking past me. I stood there waiting expectedly just to let someone know that I was interested in purchasing this set. The service staff continue to walk past me some with customers others without customers. Some had their iPads and were entering information regarding customers and standing within 10 to 15 feet of me. After entering their little information they walked past me without even looking my way. I continued to stand there and wait for someone to approach me. I saw customer service people go and sit down at a table as their customers walked out of the door without even purchasing furniture. Still no one came anywhere near me. I stood in that one spot by myself over 30 minutes. Finally I went to one of the female and male Associates that were sitting at a table doing nothing but talking to each other and I said good evening. Only at that moment did they become cordial. I remarked that I was very surprised that they spoke because until that moment I thought that perhaps I was invisible as no one had said anything to me for the entire 45 minutes that I had been in that store. They offered apologies but by that time I was so exasperated with the entire situation that I told them that even though I knew what I wanted, that they would not even have had to sell me on any of the furniture because I knew exactly what I wanted from the store, having done my homework, that I would not even think about spending one penny in this store at this time. Needless to say I was very hurt, very humiliated and very sorry that I had spent all of my day at work excited about getting off and going to this store to purchase the two sets that I showed my coworkers from the download on my phone. As I left Rooms To Go, I felt that I had been down graded to nothing. I saw people walking in, walking around, and walking out of that store without purchasing anything, but being treated with the utmost respect, and here I was just wanting to purchase that bedroom set and that living room set and set a date for delivery and no had so much as given me the time of day. I have never been treated with such disregard and I will never go into this store again.

purchased a couch from rooms to go and was having it delivered and the people they contracted to deliver the couch ended up stealing jewelry and money from our home when we were distracted by the three delivery men that did the stealing. and rooms to go would not make it right and told me I had to file a complaint with there corporate office. Which I did and they never did compensate us.

my love seat is falling apart they did not show one time to make a repair i lost 2 days pay and it still not fixed customer service is real bad

my table gets delivered today December 28th 2019 with no screws to put it together so my dining room has a table upside down laying on the floor and parts all over the place and customer service tells me I have to get parts delivered and then reschedule for installation after waiting a month for a table to be delivered I end up with a mess all over my dining room floor unreal and then who knows when someone will come to put it together thank you very much rooms to go for nothing.

Horrible Experience with Manager Juan. Doesn't know how to treat his customers. Very rude and unprofessional. He definitely needs some management training. Telling the customer that's spending 5k that you don't have to buy just because we declined the protection plan that was optional anyways. I feel sorry for Adam our sales associate great guy. I would have walked away and take my business somewhere else if it wasn't for him.

I was so very lucky to speak with Adam in Naples FL when I first called in December 2019 I needed to furnish an entire home. Adam has been with Rooms To Go for 22 years and his expertise is unmatched. He carefully guided me through the purchase of 5 rooms of furniture, lamps and rugs. He gently suggested pieces that he knew were excellent quality over pieces I had seen on the internet that I thought I liked. When the furniture was delivered I was just delighted with the quality of all the pieces and am forever grateful to Adam for his devotion to not only his work but to his clients in order to properly serve the customer. I have recommended Adam to prospective clients and commend Adam for his expertise. The manager of the Naples store is certainly lucky to have Adam on his staff!

The location in Port Charlotte, FL has horrible delivery service. The delivery guys were 2 hours late when they arrived, they placed the sectional in the room and never attached and clipped the pieces together. They also delivered the wrong part of the chair. They simply dropped everything off and drove off. We called customer service and they were no help and took forever to assist. Now we have to wait for an additional week and they never return to fix the furniture. I would never recommend Rooms To Go nor their delivery service.

Ordered canopy bed dresser 2 nightstands on Dec. 27th bed delivered on the 13th of January. Workers left yard a mess, smoking in front of my door with door open. I had to supply them with 2 step ladders. The workers were gone before I could look over the bed. Found gashes scrapes paint removered. I called about it. They will be sending someone to replace parts in Thursday between 3 and 7pm. Recieved call wanting to know if it would be okay to deliver more towards 8pm. Yes. 8 came and went 9 came and went 10 came and went. We finally received a call at 10:30pm stating my delivery was on its way. I stated nk you were to be here at 8pm. It is now pass 10:30 I have kids in the bed asleep. His reply- in the bed we need to fix? What does it matter it 10:30. I'll put you down to reschedule. Click. Called in morning told customer service what had happened. Im sorry when would you like to reschedule? I have rearranged my schedule 2 times already now a 3rd time. I can give you $50.00 off your next purchase. What makes you think Im going to purchase from you again? Appointment scheduled for Wednesday the 25th between who knows.