Rooms To Go was founded in 1991 but the company’s roots go back to the 1933 founding of Seaman’s Furniture by Julius Seaman.
Seaman opened one store and increased sales to $150,000 in sales before opening his second store in 1955. By 1971 there were seven Seaman’s stores. 
In 1988 Seaman’s was taken over by Kohlberg Kravis Roberts & Co. for $350 million in a buyout.
In 1990 the Seaman family opened the first Rooms To Go in Orlando, Florida.
Rooms To Go markets package deals to brand-conscious, time-pressed customers. The company offers low-to-medium priced furniture and accessories with discounts going to those willing to buy a roomful at a time.
Cindy Crawford has been a spokesperson for the company for the past 10 years, as well as Sofia Vergara, who has been partnered with the company since 2013. 
In 2016, the company began offering collections by Eric Church, called “Highway to Home.”
In November 2020, the company purchased a former Toys R Us building in Jacksonville, Florida, for $10 million.
As of 2016, the company has 132 locations, approximately 7,000 employees, and annual revenue in the same year of $2.2 billion. Headquarters are located in Seffner, Florida.
Rooms To Go was founded in 1991 but the company’s roots go back to the 1933 founding of Seaman’s Furniture by Julius Seaman.
Seaman opened one store and increased sales to $150,000 in sales before opening his second store in 1955. By 1971 there were seven Seaman’s stores.
History
In 1988 Seaman’s was taken over by Kohlberg Kravis Roberts & Co. for $350 million in a buyout.
In 1990 the Seaman family opened the first Rooms To Go in Orlando, Florida.
Rooms To Go markets package deals to brand-conscious, time-pressed customers. The company offers low-to-medium priced furniture and accessories with discounts going to those willing to buy a roomful at a time.
Cindy Crawford has been a spokesperson for the company for the past 10 years, as well as Sofia Vergara, who has been partnered with the company since 2013.
In 2016, the company began offering collections by Eric Church, called “Highway to Home.”
In November 2020, the company purchased a former Toys R Us building in Jacksonville, Florida, for $10 million.
As of 2016, the company has 132 locations, approximately 7,000 employees, and annual revenue in the same year of $2.2 billion. Headquarters are located in Seffner, Florida.
If your product has a problem your S#IT out of luck!!!!
Ordered a part and 5 months later the slow boat from China has yet to show.
Couch only 5 years old and cable for foot rest broke. Heard “WE WILL EMAIL PARTS AND GET BACK TO YOU”. I’ll be dead by then!
NEVER NEVER AGAIN WILL I BUY FROM THIS JUNK FURNITURE CHINA CRAP!!!!!!
purchased my furniture in 2019, six months later 3 out of my 4 dining chairs lost the backs due to poor workmanship; screws came off, unhinged. the technician sent to evaluate my products made a bogus report and I was sent some bolts to secure my chair; THERE ARE NO BOLTS ON THE CHAIR BACKS! I was never instructed to call guardian and now my warranty is out, nor were my follow up emails answered. I am still stuck with chairs that I can’t use and paying a storage unit. At this point I guess I will have to throw them away!
RTG customer service is at times fecal.
I placed order #28126651 Monday. My sales associate, Philip scheduled delivery for today, Wednesday, May 4th. I took off work today, took my bed apart and have patiently waited all day. I checked the delivery status online at about 5:30 and it showed “unscheduled.”
I called the Gulfport store directly. It took me about half an hour to get somebody to answer. When they did, I explained the situation. They said they could see that we had scheduled it for today but weren’t sure what happened. They said they could reschedule it for another day. I told them I can’t take off work another day for this so I asked to speak to a manager. The manager, Jim, got on the phone and told me that I didn’t need to say anything because he had already been informed of the situation. He said that there was a “glitch” in the computer system that caused the scheduling to not go through – even though it shows in their system that it was scheduled for today. I asked if they could send it today, he said no, because it was now after 6:00 pm. It was 6:05 pm exactly. Five mere minutes after the deadline, evidently. So, I told him to go ahead and cancel the order. He said, “sure, bye.”
I wanted to express how disappointed I am in the service I received. I didn’t even get one single “sorry for the convenience that OUR “glitch” has caused you”. In fact, Jim, seemed more than happy to cancel the order. I suppose working out an error on the company’s part is too much trouble for him.
I’m sure you can imagine my frustration. I’ve purchased several items from Rooms to Go; not so sure I ever will again. This is just lousy customer service.
My experience has been a complete nightmare with Rooms2Go. I bought a $2k worth couch in August, few pieces delivered in September and arm got a fabric rip wherein fabric just came off from the stitch seam in October.
When called for service i got an appointment for December. Even thought they saw my account and the fact that i have 3 year extended warranty, NO ONE advised me to reach out to Guardian instead confirmed that they will replace the product. I kept following up every week for status update until February 2022 when they confirm that they would NOT fix the problem and I have reach out to Guardian.
By now because I kept trusting Rooms2Go, for the next steps I already missed 30 days timeframe to file the claim with Guardian. I am now in a situation where the damage is not covered by rooms2go nor the warranty. and I have paid for both. This is my 6 month relationship with Rooms2Go.
I hope someone calls me back to fix this issue and save me from reached out to BBB and other government agencies to file complaint against Rooms2Go.
Multiple defective peices sent and no accountability what in the actual f**k!?!
I’m not even sure where to start, but my experience with Rooms To Go has been a total nightmare. I purchased a bunk bed for my daughter, and instead of getting twin/full merchandise I received twin everything, and the headboard and footboard arrived damaged. Had to wait an extra week for a replacement. In the meantime I purchased a bedroom set and a sofa sleeper which arrived the next week, and low and behold the night stand and sofa sleeper arrived damaged. I filed a complaint and asked for a call back which I never received. Fast forward another week, and the delivery drivers arrive after 10 pm to pick up the sofa sleeper that I returned because at this point I’m just frustrated beyond words and didn’t even want a replacement. I asked them not to ring the doorbell because my 9 year old daughter was sleeping for school the next day, and what do they do when they get there? Ring the doorbell. Mind you I just moved into my brand new home, and the delivery drivers scratched up my whole door on both sides and chipped the paint off my wall. I told the delivery driver they messed up my door, and his response to me was, “Mannnn, it’s just paint.” Well maybe it is just paint to him, but to me it’s damage to my brand new home that I have only lived in for 3 weeks. I am totally appalled and disgusted with Rooms To Go and will never be purchasing anything from them again.
Rooms to go…. This extremely poor level of customer service is beyond ridiculous. You are literally refusing to uphold your warranty. That is a contract. I need someone besides an hourly customer service rep reach out to me. I demand the district, regional, CEO…someone who has some clout to actually do the right thing to reach out to me. Your warranty is a legal and binding contract between me and you. Please, take care of this issue before I have to seek legal council.
thank you.
12/3/2023
Have u gotten any legal council yet. I’m interested to do the same. I think legal proceedings should be brought against this company they r a corporation of thrives. Can u email me back. Thanks Lori
I ordered a sofa, loveseat, lamps and tables from Rooms to go Stafford location on October 2, 2021 and paid in full. Delivery was scheduled for November 20 and on November 5, I was left a message the delivery was delayed. On November 24 I was left another message that the scheduled December 2 delivery was not going to happen. I called the store and left messages foe the salesperson without a return call. I drove to the store on November 27 and was advised the delivery was now scheduled for December 31. I advised that was not acceptable, I needed my furniture before that date since they have received payment in full since October 2. I was advised the salesperson would call me by 12 noon the following day. I never received a call back. After calls on November 29, December 1 and December 2, I finally received a call from the salesperson who said she was lookin into it, the delivery was now scheduled for December 21, agreed with me it was unacceptable and would call me. I am still waiting for that call back. Rooms to go has received their $2300+ payment since October 2, 2021 and I am yet to receive my furniture.
I went to the Rooms to go in The Woodlands Tx. And bought a bed . When we opened the box there was no hardware with it . I called the store and they said they would overnight the hardware I never received it . A week later I call and tell them . They tell me they have to email special orders and it could take up to 90
Days for me to get the hardware . I tell them they sold me a defective bed and I want a refund . They refuse and say I can reselect another bed in there store and apply the cost of the bed to another bed . I told them I didn’t want to do that because the way the supply is now it can take months to get another bed . They refused so I’m stuck with a bed I can’t put together. And have to wait up to 90
Days for hardware . NEVER NEVER BUY FROM THEM !!!!!
I purchased a sectional sofa last year in Feb. I also paid for the 2 year warranty on the sofa as I have grandkids and furbabies. I had to call in this year to have my sofa repaired. The Technician came to my house to address the problems and fixed some, but the LAF sofa required more repair. The Tech ordered the parts needed, I received the parts and the tech came back to my house to repair the sofa. Unfortunately, Rooms To Go sent the wrong parts for my sofa the tech contacted his supervisor who advised him to order a new part – which he did while he was here. I was instructed to keep the parts that I have just incase they send someone else out to repair. I’ve Rooms to Go on five (5) different occasions and I’m always told that someone higher up will return my call as of date that has not happened!
I called Rooms to Go again today and spoke with the rudest customer service agent ever!! She told me three times that I could not speak with a supervisor, she would not read back the message that she would be sending over and then she kept me hold for over 10 mins stating she was looking for a supervisor. When she finally came back to the telephone she proceeded to tell me that my request has to go through the extended warranty department and that they would give me a call. I explained again that I wanted to speak with a supervisor at this time she stated “there are no supervisors here and I’m trying to tell you that you will not get a return call from one. I would be contacted by the extended warranty people.” I’ve been waiting on someone to fix my furniture for over 2 months now. I WILL NEVER REFER OR PURCHASE ANYTHING ELSE FROM THIS COMPANY!!
THE CUSTOMER SERVICE SUCKS AND YOU NEVER GET A RETURN CALL!!
This company sucks.
so many flaws…..you order something that’s IN STOCK and the OVER SIZED TRUCK to Brickell it arrives ( being rejected it can’t fit after 100’s of deliveries to that same address they have no system in place to avoid same crap ) but you are being told it some items will come a month later…because its not available at the time of delivery. i called to complain asking for manager so that this will never happen again i was told by the person on the phone its my fault for not asking for smaller truck. it was never mentions i have the option to do so at anytime of the purchase. they did not transfer me & said the manager will tell you the same. was told i have another option to rent a UHAUL and meet the truck somewhere & bring it home….how unprofessional and annoying.
so its 5 weeks now since we ordered and we are sleeping on air mattress & using patio furniture we bought on amazon in the living room. this Friday they are coming again after being turned away for sending a huge truck for a normal loading dock last week now its end of the month & the elevators are booked….this is an never ending nightmare. wish i never bought from them. now its late to cancel have to eat sh*t & hope for the best. I’ve emailed the CEO never heard back. i would strongly advice to anyone beware of what you are getting in to.
people on the phone do not try to really help & when i suggested she brings up these issues to her supervisor & maybe get promo for solving an ongoing issue she laughed.
Good afternoon:
I ordered a sectional couch in March 2021 the scheduled delivery was JULY 12, 2021.
The order was scheduled for a ‘doorway’ delivery.
On July 12, 2021, the delivery person delivered 5 boxes labeled with my name and address. The box for #17310501(sectional wedge) was included in this delivery. The box with item#17310501 had been taped shut with clear packing tape. The delivery man took a picture, got a signature for delivery and quickly left before the boxes were opened. When the box for item# 17310501 was opened it was filled with the discarded trash from other deliveries. (I have kept the box of discarded materials and have sent pictures to customer service.)
RoomtoGo customer service was contacted on July 12, 2021, after finding a large box of other customers trash, including names and addresses. Over the next 3 days multiple calls were made to customer service.
The result of the calls was the following: The Texas Store made an invoice correction, a new piece was ordered with the expected delivery date of AUGUST 4-5, 2021. I find 3 weeks to wait for delivery for a piece in which your representative knowingly delivered a box of other customers packing materials and trash unacceptable.
I am asking for the delivery of the materials promised within the next 3 business days.
I can be contacted at the phone numbers in the account. I look forward to hearing from you for a resolution of this issue.
Thank you,
Barbara M
The result of the calls was the following: The Texas Store made an invoice correction, a new piece was ordered with the expected delivery date of AUGUST 4-5, 2021. I find 3 weeks to wait for delivery for a piece in which your representative knowingly delivered a box of other customers packing materials and trash unacceptable.
Terrible, Terrible, Terrible customer service. I usually do not go to this level and leave a comment/complaint. I work for the corporate office of a large company and I understand that things happen but it is up to the company when the mistake is on their end to make it right.
I ordered furniture ( sofa and dining set) in April 2021. The table comes damaged, Advised to keep the table and another will be set when the couch arrives. At this point I’m understanding of the wait due to the pandemic that affected every industry. Sofa comes after six weeks, while the delivery man is removing the packaging from the sofa he cuts a big slit in the back of sofa with his box cutter. NOPE, I will not accept damaged furniture. I wait another 6 weeks to receive the sofa and low a behold…….on the delivery date I get a call from rooms to go that the delivery driver has an emergency and the delivery can’t happen on this Saturday. I’m understanding because we are all human and things do happen and/or come up.
Here is the problem……instead of listening to me saying I cannot have the sofa delivered on Monday ( because I work) the customer service agent never put it in the system. So on Monday I called (because rooms to go is sending me text after text on Sunday to accept my delivery), I reach Melissa in customer service. Melissa tells me that since i refused the delivery…..let’s stop here, I refused, no your delivery person couldn’t deliver and let’s compromise and set a date that is convenient for me just as it was convenient for you all to cancel the original appointment. Melissa with a bad attitude states that since I didn’t accept delivery today I will have to wait another 4 weeks. Melissa also tells me that I should have just accepted the damage furniture and at this point it is my fault for not receiving the sofa ( her words not mine). Melissa was either trained to say this or was just having a bad day. So I called and got another rep.
And sure enough, this is the policy, if I am not available they mark it down as I refused ( which isn’t true) and the sofa gets delivered to the next person. No compensation because I could have accepted the damaged sofa and now I’m stuck waiting on a sofa and cannot even cancel or get a refund or even slight compensation for THEIR mistakes. I did nothing wrong but sure felt like it after talking to customer service.
I asked for corporate information and was told I reached it. I still feel as if I need to speak with someone that can get me my sofa when I am available and not have to be subject to the sofa being damage ( by rooms to go employees), employees having an emergency or words being put in the system ( customer refused delivery) to make it seem as if all of this is my fault.
Please be aware that there’s no RETURNS.!!!
I just got a Mattress in and it does not feel nothing like it was in the store. On top of it the item came in With a tore. I think this is the only place that does now return! I called and asked them why is it so hard. They informed me to jump on it. Lol. Yea makes no sense to jump on something when all you doing is damage the item. I think not. After paying $600 for a mattress I will not jump on it, I didn’t have to jump on it at the store.
I Meant to say that does not return
Sorry quality. Fabric separating from seam. Shredded. RTG will not make it good nor the extended warranty. This is poor quality material. It’s the Cindy Crawford collection. Never buy from them again.
On Wed., Apr. 28, 2021 @ approx. 7:30pm, Room To Go delivery team arrived at my home to deliver a sofa (Total Cost including delivery $1,988.83). The delivery team broke the glass out of my security door and broke the spring off the door after I informed them that they would not be able to get the sofa through the entrance without taking the packaging off. They stated that they were not allowed to take it off. They force the sofa through the door and damaged the security door. Afterward, they apologized, swept up some of the glass and asked me to sign for the delivery, only showing the signature line. After I contacted customer service on the following day, I was told that they would send an email to the Claims Dept. and someone would contact me. The delivery team deliberately lied to me and tricked me into signing the form by misrepresenting what they were asking me to sign. They did not disclose that it was a waiver of liability. It is common practice to sign for a delivery and that is what I believed that I was doing. Also, I signed the document after the door was broken. It makes no sense that I would sign a waiver release for the driver subsequent to the damages. I am very upset that Rooms To Go would condone this type of behavior from their employees by supporting their dishonest actions. Desired Resolution: Replace my security door.
We recently re-decorated our common party room at our condo in Naples Florida. We purchased all of the furniture at Rooms to Go (Naples Florida) . The style and priceoint were great. I would love to decorate my family room at home with exactly the same furnishing. The probelm is, I live in Toronto, Canada and we do not have any of your stores in Canada. I would be willing to make my purchase at an American border city close to Canada such as Detroit, Buffalo or Niagara Falls NY and travel there to pick it up. Can someone in corporate office tell me if this is possible?
Many Thanks,
Catherine
I do not want to leave a 4 page long complaint, because I would like to talk to someone who can help me from a corporate level. Somone who actually cares about what is going on with Rooms to Go. I
Beyond Frustrated and Still not resolved after 2 weeks of having my daughters bunkbed delivered!!
Orders 15545521I1, SE155455211, and SE15706635EX
Hello Jeffrey Seaman , Lewis Stein , Stephen Buckley
I had no option but to come in here today and share my very unpleasant experience with my first ever order with Roomstogo. We recently bought a house and were very excited to fill it up with a lot of products from RoomstoGo. However my first order with “River Street Graphite Nightstand – Sku: 32524236” was a nightmare . It came damaged and I was sent replacement 2 more times. But each time when the delivery guys opened the box they found really bad damages so took them back. I have pictures of them with the damages right when they were opening the box. I contacted customer service and the below individuals were very unpleasant in helping with the situation. They refused to replace further or take back the initial damaged item or to provide acceptable refund. They were also very rude in dealing with this. I am so done with RoomstoGo and will never go back . It is really sad that customers are not treated right. Not sure if it is due to racism or ethnic issue.
Customer service people:
Rachel Baker : RBaker@ roomstogo.com
Penny Snyder : PSnyder@ roomstogo.com
There is a major problem with customer service both online and by phone. They need to investigate why customers are being left on the line for extended periods of time. This is not the first time this happened. We bought several pieces since July and never have been able to get through to customer service. If has been a constant problem. You have continued to sell furniture during the pandemic and seem to be doing quite well but you continue to use the pandemic as an excuse for poor customer service. This needs to be investigated. Why are calls going unanswered and people being on hold over an hour and still waiting.
I need to have 2 pit marks repaired on recently delivered furniture. It would be nice if you could ever speak to someone.
Order number 25997575
Jill Palmer
I am a 70-year-old disabled senior citizen on a fixed income.
Back on November 9th, 2020 I visited your showroom in Murfreesboro, Tennessee and purchased a 3-piece taupe living room set for $1723.05 from your salesman, Bobby Leslie.
I specifically asked him before charging the set to my credit card if RTG offered free delivery and if the delivery guys would move my old couches out to the street for me and Mr Leslie answered that although RTG does not offer free delivery, the delivery guys would take out my two old couches before setting up the new living room set I had purchased from RTG for $139.99.
Delivery was set for December 22nd.
Yesterday, December 8th, I got a phone call from an 1(800) phone number in Florida that I did not recognize so I did not answer it. They left a voicemail, so I Googled the phone number and discovered it was from RTG.The girl leaving the message was totally unintelligible. ( I have saved the message if you would like to hear it for yourselves.)
So I checked online and discovered, much to my surprise, that the delivery guys were on their way. TWO WEEKS EARLY!! That’s all well & good, except that I was totally unprepared for the delivery. Your brochure says:
“Rooms to Go will call you approximately two days before your scheduled delivery day to confirm your delivery”
I NEVER RECEIVED SUCH A CALL.
So here I was, running around frantically trying to move everything out of the way in my garage and living room so the delivery guys could remove my old couches and assemble the set I bought from you. The delivery guys were very cordial and courteous, but informed me that as subcontractors for RTG they were not allowed to move my furniture outside, as Bobby Leslie had promised. The delivery boss called your corporate office and told me that corporate said the same thing.
So now I am stuck with two couches that I am unable to move out of my crammed living room. It will cost me at least $200 to get rid of them as I live in a small town and my options are limited. So now when I should be having a happy Christmas season with my Living room all decorated, I am looking at a bunch of stuff that is shoved in the corners so that all the furniture will fit.
I cannot tell you how disappointed I am in the way my purchase was handled. Had I known that RTG would not fulfill their commitment to remove my old furniture I would have shopped locally and not driven 60 miles and spent so much money for such a headache.
I am hoping that will help me to resolve this issue in a timely manner.
I did not receive a reply for nearly a month. Today I received a letter from them saying that I had been advised to clear the room in anticipation of the delivery. Here my reply:
Hi, Cheniece~
Thank you for replying to my email dated December 9, 2020, even though it took 35 days to receive your reply.
• Contrary to what you stated in your email, I was not asked by ANYBODY to clear out my old furniture prior to the driver’s arrival. In fact, your salesman, Bobby Leslie told my sister and me that the delivery guys would be happy to move my old couches out of the living room before installing the new couch. That was a lie.
• Also I was not given 48 hours notice that the delivery date had been moved up from December 22nd to December 8th without my approval. The voicemail message from RTG was unintelligible and by the time I contacted your 1-800 number, the truck was on its way.
• I had to frantically move everything around in my garage and living room to make way for the delivery that was 14 days earlier than stated in my contract. I had to put an ad in our town’s newspaper asking people to come and take my old furniture away, which entailed having strangers roaming throughout my home. As I mentioned in my previous email, I am 70 years old and live alone and felt very unsafe because of the misinformation your salesman, Bobby Leslie, gave me regarding RTG’s willingness to dispose of my old furniture.
I am not at all satisfied with the way my order and delivery were handled. I think you need to tell your salespeople to be more honest in the future and tell your delivery people to stick to the agreed time of delivery. Anything less is unacceptable.
I look forward to sharing my story on the internet.
I Took my 80 year old dad to rooms to go to get him a mattress and a recliner he wanted something comfortable we got a mattress and a recliner well 3 weeks later the mattress is sinking he was falling out the bed I called rooms to go they made us wait for the service guy to come measure the mattress it had already sunk in a lot then we waited 5 weeks for his recliner the first time he went to put his legs up the handle was broke never even worked ROOMS TO GO HAS JUNK FURNITURE NEVER EVER will we buy anything from them AGAiN and don’t even try to get help because they give you the run around said they was gonna call the regional mgr never heard from them again what a bunch of pieces of crap people are they all of them all they tell you is we will get back to you WHAT A LIE they don’t. The manager at the store is a piece of crap also did nothing to help us at all. WELL TODAY CALLING A ATTORNEY AND KATC TELEVISION STATION this is so UNREAL. RTG IS LIKE THIEVES anyone else wanta join in with the attorney get back to me
Yes! I agree with this comment 1000%!!!!! RTG sold me a power recliner over a year ago and has been complete junk and waiting 9 months for an exchange. They are the most unhelpful rudepeople i have ever dealt with. Lesson learned! If you are considering purchasing from Rooms to Go, I highly suggest you dont do it!!!!!
We are having problems with our love seat with 2 recliners as well. Its been a nightmare and to top it off, the mechanism under the piece of shit love seat, literally burned a spot in our brand new floors. The chairs are literally falling off. We have a second claim in and its taking forever. We will never buy from RTG again!
I would to get involved with your law suit please contact me namffuhnnairol@ yahoo.com
Are you looking to buy from Rooms To Go? DON’T DO IT!!!”
A zero is what is actually deserved. From the very beginning we had problems. And of course, it was after we made the down payment. The Manager on duty that day came out talking to us as though we were without understanding when it was in fact the person who helped us that had the question and didn’t know what he was doing. She began raising her voice at us until I let her know that she was not going to talk to us any kind of way. We didn’t eave ask her anything. My husband and I should have gotten our money back right then. So, First problem. Delivery issues. The guys carried furniture pieces on their head leaving grease marks on them, then they picked up furniture pieces with fingernails embedded whereas they left scratches on the console, they made two cuts in bottom of the console, and a nick on top of the console closure. One guy kept touching his face (mind you, corona virus at a high), then he would put his hands on the furniture. When we asked him not to do that, he became offended and upset and started talking back. They never checked the power to make sure the items worked. As they were leaving, we had to ask them to pick up the trash they were leaving the behind. One guy said the customers usually does that. We said oh no, that’s your job, you all need to do that. So, they did, and they left complaining. I immediately called to complain. I told the representative that it’s all recorded on video cameras inside and outside of our home. I explained everything that happened to the rep, McKenzie Rollins, but I got no satisfaction. Seemed as though no she was not concerned about the problems. I was being shut down and rushed by her, but I insisted that we needed to be treated fairly. The young lady, McKenzie Rollins, began going back and forward with her supervisor Trevor Garmon as he was making promises as to what would be done. She gave me more of a feeling that she just wanted to get rid of me. She informed me that he told her to ok our request for the refund, but that we had to wait three months. I asked her to send it to us in an email. She agreed. I never received it from her. However, Trevor Garmon, the supervisor whom she was speaking to sent one instead. He told her to tell us to wait three months, (in other words, make some payments and then call back), and we’ll talk about getting your refund to you. I asked for an email stating that, but when he sent it, it said nothing about our refund. I emailed him informing him that he did not include what he stated to me and he never responded. I called Rooms To Go again to address the email and was told that Trevor was off and was told that she (the person that took the call) could help me. Every one of the representatives were nasty to us. No help at all. I asked for the supervisor. I was transferred to Heather Ornelas. She asked me a few times to present proof to her that I was told that I would be refunded. She began to twist words and play with words and I was becoming aggravated. She too was rushing me but I wasn’t willing to go until I got some help. I told her that Trevor said it to McKenzie and he ok’d her to send me the email while we were on the phone. She told me that they would never say that. So I was accused by her, a “Rooms To Go Customer Service Supervisor” of lying on the customer service representatives. As we spoke further, she blurted out that everything that McKenzie and I spoke about was recorded. I asked her why didn’t she just listen to the recordings at the beginning, instead of giving me a hard time. I felt that she just wanted to argue and pull rank and that she was not in the least concerned with resolving our problems. Then I told her that I was recording the conversation that she and I were on at the very moment as well. When I told her that, she started apologizing over and over and saying that if I felt this and that, that she was sorry. So that did it. By then we no longer wanted to deal with rooms to go. I had to jump through hoops to see if we could find some kind of help from another source, but we were told that we still had to wait for them to exchange the damaged pieces first. Two months later, two guys came to do the exchange, one of the pieces that they brought to us were wrong. Ok. Now were waiting again. We tipped the new guys because we didn’t have a problem with them. Well, another month has passed. When they, the same two guys came back with the right piece, my husband asked them to pull the truck up so that they wouldn’t walk on the grass. The same two, supposedly good guys, did a Jekyll and Hyde on us. I was standing on our porch (as yes this also is being recorded), as one of the guys jumped out of the truck and began arguing with my husband saying that rooms to go did not pay him enough for this. My husband told him to take it up with Rooms To Go because he had nothing to do with his pay. Then the other guy jumped out and told my husband “you need to go inside”. They were verbally double teaming him very loudly. My husband got upset because of the disrespect they were showing. Then they stopped unpacking the piece and one guy told the other to let’s go. He said that they would not deliver it. when I saw them going to get into the truck, I went to the end of the driveway to see if they would reconsider. They got into the truck and left us standing there. And they left. Just like that. We reported it. But of course, rooms to go showed us once again that they didn’t care. How do I know? Three weeks later, which is today, they sent the same two guys that we asked them not to send, (the two that did the Jekyll and Hyde on us), to do the delivery, and they never showed up. We waited and waited. Rooms to go never called us. We called and called to see what happened, but we could not get through for hours. When we finally did, they said that “THEY” rescheduled. Without us knowing anything, they rescheduled, and no one told us a thing. My problem is that we have purchased sooo much from Rooms To Go and now I hate that we did. But never again. I mean NEVER!!! So I’m going to warn everyone, that if they want respect and peace of mind, to find a business that cares about their customers. It will save them from a lot of headaches and disappointments. We are very disappointed. The name and service means absolutely nothing. I give a Zero on everything. 0. I really want a refund. Every time I see this sectional and all the other items that we’ve purchased from Rooms To Go, it reminds me of all that we had to go through and how horrible we were treated.
Good luck with refund. They finally picked there crappy furniture after I filed a consumer complaint on them. I keep a Cindy Crawford bedroom suite and they broke up refund into small amountnts to Thur me off once I add them up the refund was almost $400. Short been trying to get them to correct refund but keep getting run around I was told last time that the refund was absolutely correct and that’s all was getting I told them to pick up bedroom suite at this point and clear my account and u was told that warranty had expired and they would not refund my money this was by manager Paul at Greensboro RTG showroom. I guess at this point I have to mess up my excellent credit rating but I refuse to pay it.
I have bought a lot of furniture from RTG over the years. I have been pleased.. I don’t know if their quality has gone down, but I can say their Customer Service has.. When I logged on the web site it has this, CUSTOMER SATISFACTION IS OUR FIRST CONCERN… this is so WRONG… it is not their first concern… not with the way they are handling their business.. I bought a table and chair/stools and a Queen size mattress in January.. well this month I had to call them.. May 11th.. I noticed my daughters mattress is slumping in the middle.. I found a screw on the floor under our table, so I started looking to find where it came from.. I turned all the chairs over, and I found the one it was missing it. When i turned it back over, and went to pick it up, the whole cushion come off the chair.. I called the same day, May 11th about all this, 2 different phone calls. I know there is a virus going around, and I know everyone has to be careful.. I understand.. I have offered to bring the chair in to get a replacement. But I am told they have to come out and access it, I was told by Heather Ornelas, that the tech access the home to see if that is the problem or manufacture.. ACCESS THE HOME.. really… I have had it 4 months.. is this a LEMON… is this how you deal with CUSTOMERS?? then the mattress, 4 months old.. and they have to measure it to see if it is quarter or half inch slump before they will let us have a new mattress, if it is quarter then, it has to wait till half before it will be replaced. IT IS 4 MONTHS OLD.. REALLY??? I am really disappointed and frustrated with RTG… You can tell they have a script to go by when talking to you, they say the same thing over and over.. I just don’t understand this.. WHY all of a sudden is customer service lacking.. I will keep pursuing this.. I spend hard earn money on this furniture to have this.. I would love to speak to someone that can help solve this problem.. RATING RTG.. it would be a negative, I am not happy with any of the way this is being handled..
Why leave a comment, RTG is a “ZERO” forget about getting customer service, working with clients and so forth. Store manager Brian lies, will not help customers, with service issues. WARNING, WARNING find some place else to spend your hard earned money this is not the place. Wish I had read the reviews before purchasing.
My experience with them about the same time you had a bad time was horrible. The personnel at the Dunn, NC site were wonderful and I feel sorry for them because they work for such a company. I have always gotten the idea from RTG ads that customers are important! Not true!
I will never buy anything from them again. We had snow and sleet the day before my delivery. I called that morning to make sure they were still going to deliver or canceling. Delivery was still on. The three men arrived during the time frame. Since my front 5 steps were iced over, I told them I had my garage door open and they could come in that way using my handicapped ramp. He looked and said no they would come in the front because they had to come through only one door and not two. I again cautioned about the front steps and the slush and ice. He did not have covers on his shoes and had already tracked my carpet which I had paid to have cleaned the day before. I asked if they could please not mess up my carpet. He just went out. The older man came in with pillows after they had brought in the first sofa. As he approached the open door, he saw the mud steps on the carpet, and he went out to the truck and got a black quilted item and laid it on my carpet at the door. I have pics showing the damage, and I am going to have the carpet cleaned again, but, guess what, Rooms to Go won’t pay the $99.00 for it to be done. The customer care people have done nothing, and I had one who was rude to me, also. I have bought furniture from Ethan Allan, Bullard’s and Home Furniture….all local in Fayetteville, and I have NEVER had such poor customer service!
Have made sure that all friends, family and others know what happened and how I was treated by customer care. The person who was rude to me said I had not called them within the time frame after purchase. Duh! I called that day and two times the next day with no results. Then she told me I didn’t say anything was wrong on the survey call. I was asked one question; I answered, she didn’t ask another and thanked me and was gone. I guess the first three people I talked to didn’t file my complaint. I have never had furniture or appliances delivered by men who did not put the protective “bags” on their feet before entering my home. Guess that is not a part of RTG customer care!!!!!
Really disappointed with your customer service. I am in Sumter SC and purchased a sectional sofa and a King Platform bed with storage and a mattress. Items were delivered on 7 Feb 20 and the platform bed could not be installed because they did not send the hardware for the headboard. Driver said they could overnight the parts and then come back out and install. Well after numerous phone calls they now cannot overnight the hardware because they are not in stock. They will do exchange but can only do our area on Fridays. So we are without a bed for a week and Rooms to Go will not make exceptions to their delivery policy even though it is their fault. The customer had to suffer for their failure to send all the hardware. We have purchased many things from Rooms to Go and now you just lost a valued customer. This is not how you treat customers. Already let everyone I know on Facebook not to use your company any longer. Your website says you value the customer but that is obviously not true.
BUYER BEWARE!!!!!!
Before going into the store, I had called and spoke with someone that worked at Rooms to Go and inquired about financing. I was told I could get 24 months with no interest. Patricia helped me in the store, and when I told her this, she went and got the manager to ask if this was ok. The manager came out and sat with my husband and me and said that was ok. Patricia had her calculator and figured what we would owe each month. I agreed to the 24 month payment amount, because I knew this was in my budget. I finally get my first bill approximately 2 months later and it was double. I have called more than 3 times, to straighten my bill out with the store manager, Tanya, and she never returns my calls. I wish I would have read all the reviews before buying from Rooms to Go. I just looked on the Better Business Bureau’s website, and there is not 1 single positive review out of hundreds of reviews. BUYER BEWARE!!!!!
Horrible customer Service! Just waited a week to get my new sofa and loveseat, which I didn’t think was too bad. Scheduled a day off work due to their four hour window for delivery. Furniture was brought in and my sofa had no legs with it. Needless to say I was a little upset. It just gets worse from here.. they can order and ship me the legs and I had asked could they expedite it due to the fact I’m having guests in my home in four days. I was told that the parts usually took longer to come in than just redelivering a new sofa, so I said fine, we’ll do that. They would be able to redeliver the sofa the following week, again within a four hour window, which means another day off work for me. I had asked could it be after 3:00 as I am a teacher and again said I’m not taking another day off work because they didn’t do their job. The So called” manager” of what I’m not sure, proceeds to tell me that is not possible! He was very rude and argumentative and kept interrupting me while I was talking like I had done something wrong!!! Now we’re back to option 1 and he proceeds to tell me that he would “try”to expedite the legs if they were in stock after he had just told me it was faster to bring another sofa out to me (should I want to take another day off work)!!!!! No refund of my delivery was offered, no accommodation what so ever. Now I have a brand new sofa wrapped in plastic, no legs waiting to see if they can ship me the Legs in a relative decent amount of time. I’m supposed to receive a call back from “the manager/ customer service rep of the year” at some point to let me know if this is even possible(why it just couldn’t be done I’m not quite sure). Considering selling and delivering furniture is their business, one might think that they would check their inventory before it goes out to the customer.. legs, cushions ect…. I will never buy from this company again!! Customer Service is a joke and non existent!
Just oredered 3 rooms full of furniture from rooms to go. Pretty much issues with everything. The service after the sale is the worst service I have ever experienced with any company. For example I purchased a sectional couch. All the corners where the cushions were package are crushed with a distinc square where the cardboard was attached. The service person showed up a few days ago took pictures and said I would be recieving a call. I just recieved the call the lady on the line indicated no manufacturer defect and nothing they could do. I said did you see the pictures i saw them myself on the service persons tablet when he took them. It is obvious as ever there is a major problem. This is the honest truth the next thing out of her mouth was well his pictures did not upload to our computer so I was told to call you and nothing we can do. I said are you telling me you never saw the pictures and you are saying nothing is wrong. She sais yes. I cannot believe any corporation would actually do this. Whatever you do do not purchase anything at Rooms To Go you will be sorry the are simply crooked people and beyond what you could truly believe. 62 years old and have never been treated by any company this way.
Well after reading more of Room to go reviews. I really don’t need to write thing. Because they have not improved at all and they do not care to improve their customer service. Right now I am to mad to type what I really want to say. I am going to try my best to get the CEO of this company. He needs to know what sorry people and non caring people he have work from this company. I am in Columbia SC. It’s not just my state. It’s all the Room to go that is SORRY, I will never, never purchase anything else from Room to go. It’s 9:32 pm. My delivery window was 10am to 2pm. Like I said it is 9:32, I have a delivery person yet. Ask me how long I have waiting on one end table and one coffee table. Wait for it, try Memorial Day in May. I am DONE with these people.
I am extremely unhappy with the customer service I received regarding the electric couch I purchased. The motor stopped working which left the chair stuck in the reclining position about a month after my warranty expired. The person I initially spoke to in customer service was very rude but I somehow talked them into a courtesy repair. Three different technicians came out over a 3 month period. Each person took pictures and reordered the correct part. I was finally told after 4 months that RTG did not carry that brand furniture any more and they couldn’t help me. I’m convinced they ordered the wrong part on purpose! I called a local furniture repair company and was told the part had been discontinued. The set I bought is only a few years old. Rooms to Go needs to stand behind the quality of furniture they sell and give a refund or replacement! They don’t care if you’re stuck with a couch that won’t go back to the correct position – they just want their money!
A VERY UNHAPPY CUSTOMER WITH PURCHASES OF ROOM TO GO, DELIVERY SERVICE, STORE SALESMAN, STORE MANAGER, & CUSTOMER
CARE TEAM
My name is Mary Jackson and I’m located in Atlanta, Georgia. My family and I entered the Rooms To Go in Dunwoody Georgia on July 5, 2019. Joe Wright, is the salesman and store manager is Zane. We purchased several rooms of furniture for my son’s new apartment. My son and us, were trying to get credit established in his name since he just graduated from college. We spent several hours with the the salesman selecting furniture for bedroom, living room, dining room, and mattresses–temper pedic. The salesman checked on several bedroom to ensure we would be able to obtain it on our delivery date which began at first being July 27, 2019. I went by store to purchase the mattresses because my son was at his limit of being able to charge more. Furniture was scheduled to be delivered August 1 between 1-6 p.m. RTG’s team came 2 hours early which caused a problem with moving company we were using to transport other items from our home. My son was moving into a new apartment building and they would only shut down one elevator for him–all day.
The guys delivered furniture, including damaged pieces and stated that they would notify RTG so they could replace those pieces. The 3 men left the 5 lamps in the box, which includes a 7-foot lamp. When asked by my son to remove them from the box and assemble them, especially the 7 ft lamp, they informed him that they don’t assemble lamps, he would have to go purchase tools and do it himself.
The headboard for bed was damaged and 7-ft mirror were damaged. Delivery team left screws and bed parts on the floor, scattered about, room dirty with trash from boxes. Customer Care advised my son that headboard wouldn’t be in until October. We have to wait until October, per Bryan in Customer Care, because furniture is made in Germany and they are not getting an order until October. So we have parts of the kingsize bed on the floor along with screws and bolts. I contacted the salesman and told him what was going on, he passed the phone over to supposedly an assistant manger since Zane store manager was off. He listened and apologized for unprofessional delivery team and promised to call me back when he checked on bed headboard. I never heard back from assistant manager. I called Friday or Saturday evening and spoke to Zane, store manager, who promised to get back to me either later on that day or no later than Monday, August 5, 2019. I never heard back from him. He advised me that the delivery by Watkins’ team was unsatisfactory. He promised that he would get back to me. I told him we had spent almost $11,000.00 in this store and should not have these type problems. Zane stated that whether we spent $11 or $11,000.00 we should not have been treated that way and he was going to get everything resolved. Today is Tuesday, August 6, 2019 and we have not heard from anyone. I contacted the Corporate Headquarters in Florida, waited on hold for about 45 mins. Bryan finally answered and advised me that the delivery team’s was not responsible for removing lamps from boxes (5) and they were not responsible for assembling 7-foot lamp. Bryan stated that the store salesman should have informed me when we purchased furniture. Additionally, he advised me that from the time we ordered the bedroom suit and paid for it, RTG could have sold several, including the one we purchased and that’s natural so we do have to wait until October for headboard. If we don’t want to wait, we can go back to store and choose another bedroom suit, but it’s no way we can get our money back or cancel the order. After having been treated this way, by supposedly a reputable company, I WOULD HAVE TO BE CRAZY to return to this store to buy anything. I wish i had ignored their advertisement that’s being announced on the radio and television and read the reviews on Room To Go. This is truly truly sad. I feel that we have been ripped off. I caution anyone and everyone to refrain from making purchases from this store and i assure you, this is not fake news.
ROOMS TO GO is HORRIBLE
I don’t believe they have a headquarters office. This company is a sham.
purchased a Cindy Crawford recliner a little over two or three years ago and it is not working I called Customer Service and they told me that they could not send a repair tech as it was out of warranty suggested I call someone to repair it – just who would I call? I am very disappointed with your service will be honored to let everyone know of your customer service and will certainly not purchase anything else from Rooms to Go in the future.
The worst company in the world. They will give you a delivery time but it doesn’t matter because they will be late. If you paid for your furniture upfront, they act like that I owe them something instead of practicing customer service. I was on hold for 45 minutes, hung up on, and spoke rudely to by their supposedly customer support person. I will never ever buy furniture at this store. BUY FURNITURE AT YOUR OWN RISK. As they say, there is a sucker born every minute and I guess I am the sucker today. But, you live and learn. Rooms to go have taught me a valuable lesson in that they don’t care.
So, I get my motion sofa and loveseat. After 3 days the sofa won’t move. No lights no nothing. I crawl around making sure all connections are secure. I’m disabled and that was exhausting to do. While checking the sofa out I see scrapes, stains and gouges in the pull down tray. I call and wait many many days for a repairman. He comes out and what “he has to order a part”??? He’s the repairman and he doesn’t have parts. So while I’m sitting on this sofa, I start to really inspect it and realize it’s USED!! So, I call and explain this situation. So the person decides to just send another piece. So another wait. Finally they arrive, and I try to give them instructions on how they should place the furniture, because I had a “put it together yourself “ piece of furniture behind it. The delivery guy was snooty and said “we deliver all day long”. I said well don’t lean on this piece of furniture. Please place the sofa here on the 8×10 carpet and make your connections and slide it back. They don’t want to do things the way I’ve thought them out and he puts his full body weight on the “do it yourself” sideboard. This piece of furniture looks nice, but it’s particle board and pegs and screws. It’s about 60 inches by 18 inches. You store what nots and dishes in it. You can use it for a food buffet at a get together. Oh no, it breaks in half and crashed to the floor. Right then the phone rings and it’s Rooms To Go. I explained what JUST happened and oh they have to turn it over to the “Home Danage Department”. They have that much damages they have to have a separate department???
Oh they’ll call me in 3-5 days. SAY WHAT, I’m thinking do they damage people’s homes that much, besides passing off to a first time customer a USED sofa? I paid over 3k for the 2 pieces.
So at Christmas, what a joke, this big piece of furniture obvious broken in half. The laugh for everyone!! Now December 26, 2018 a REP called “Gina” and is defensive of the situation and asks why I would have a piece of furniture that could easily break? What if a kid got on it?? First off, I don’t think its any of their business that I don’t have children, grandchildren or know anyone with little people. They should have been apologetic and just take care of business. Instead, she was demanding information that wasn’t at my fingertips. How did I know that they would call me right this second??
She talked over me, implied I should not have that kind of furniture (although they do sell put it together yourself Furniture at RTG). While I was talking, she talked over me and hung up on me.
So, I call back and get yet another “customer care rep”. I said you didn’t do anything wrong but I need to speak to a manager, I’m on hold with blasting music for over 3 minutes. She comes back and says no one is available. So she takes my number. I’m still waiting on a call back. I guess it’s time to get online and give reviews everywhere about steering clear of RTG. Don’t purchase from there!!!
Where do I begin??? I have a new home and want to furnish everything new. I shopped from Ethan Allan to Ashley furniture. I found a kitchen table that was perfect for my need at RTG. I purchased it approximately a month ago. They delivered it last Tuesday. The men were putting it together and realized they had two screws that were too short. So they told me if would be faster to replace the leg and good luck in getting this done soon. ( I was promised I would have it prior to the Labor Day weekend). Well, I then called customer service and was told it would be 3 weeks to get the leg! Seriously!!! I then told them all that was needed was two.. 2 screws and it would be done. Well, they said that would be 2 weeks. That is not acceptable period. I was then promised the screws would arrive Wednesday… NO SCREWS on Wednesday, then it would be Thursday… NO SCREWS.. then it would be Friday (today).. and guess what… yes you got it.. NO SCREWS… Now it will be next Tuesday. Oh but was told it was shipped overnight through UPS…
I was told they are doing all they can… I then in turn told them they were not. Why couldn’t the manager take the screws from the floor sample and they wait for the screws.. No response from them.
I am self employed and if I treated clients this way I would be out of business. If it were my store I would make sure the customer was taken care of immediately.
Overall the people I talked to were nice and frankly I do not yell or curse..but I am and can be persistent.
There was only one employee that was rude in my opinion. I called the store and he kept telling me no one could help because they were helping customers… I then stated.. “excuse me, what am I?” I already paid!
Seems to me corporate doesn’t care about their customers satisfaction at all, just the dollar bill. I can guarantee if I was one of the corporate people, a celebrity, or a public figure I would not wait this long for such a simple matter. Well guess what Rooms to Go… your customers are important. If you have taken anytime in looking at the social media, RTG has not got a good reputation among your paid customers. I truly would rather be writing telling you what great service etc… but I am extremely frustrated and angry at how your customers are treated once the purchase has been made.
Just so you know I will do all I can to make sure through social media and other venues that RTG is NOT what you say.
I will NEVER set foot in a RTG. By the way I need to purchase furniture for my new home and frankly money is not an issue. I would rather take my changes at a purchase at Big Lots then even step foot in your stores.
Oh I left voice messages on what they call the presidents office (no such place, just customer service). Lie number 10
I just want my table and now it looks at though they don’t give a darn and I will not give up getting the message out there to warn others of how terrible they treat the customer once they have paid… Unreal
Cherie’ Pickett
If you wish to write a snail mail letter… here are the names and addresses.. I did my homework
Rooms to Go – Corporate Office Headquarters
11540 Hwy 92 East
Seffner, FL 33584
CEO: Jeffry Seaman
CFO: Louis Stein
COO: Stephen Buckley
Yes, all that information is in our listing, including the phone and fax number
I order a bed and mattress set with mattress cover they were supposed to deliver it Tuesday on July 30th they bought the wrong bed they said they will bring it Saturday on the 4th the truck broke down they said they will bring it out Sunday on the 5th they only bought the bed the truck driver said the mattress set and cover was on another truck and it will be here that day Sunday it did not show I call the online sales to cancel the order he told me to think about and if I change my mind they will have the mattress to be delivered Tuesday for me to just call I did the order was made for Tuesday the 7th I waited all day they call me Tuesday night at a little after 7 o’clock and said the order was not on the truck I was on the phone with a online sales person at the time and he said that that doesn’t make sense how many times this order supposed to be delivered and they should give me a discount because they don’t know when they will deliver it customer service was close and I have to call today to find out when they will deliver the mattress he said they should express deliver on top of the discount but there was nothing he could do on his end this is sad I have never heard of anything like this before I have a bed with no mattress I’m still sleeping in my grandson room because I gave the old bed away for this one
Rooms to go Is the worst possible place to get furniture. I bought a loft bunk bed desk set for my sons birthday. Luckily I bought it a month ahead of time. Because it was almost a month before it could be delivered. The day it was suppose to be delivered they went to the wrong address. When I called back got no answer. Tied to reach them all day finally the store manager was going to reach out to the delivery manager to try and get it Red Leo reed. No answer or call back. So next day went to the round rock store to get my money back. When i asked for the corporate number I was told they can’t give that number out. After I left rooms to go I went to Ashley furniture and explained what rooms to go did and they got me what I wanted had it delivered same day and was cheaper then rice. That’s customer service I will never shop rooms to go again.
We purchased furniture, sofa and loveseat, at the Cypress, Texas Rooms To Go location. The sofa arrived with two manufacturer defects: the material did not align in the back exposing velcro, and the left upper cushion did not sit properly in the track leaving an inch and a half gap. We returned to the showroom to find the floor model had the exact same two defects. We used the store credit and purchased a new living room set…and discussed with the sales rep about wanting to keep the loveseat from the first set, but asked if it could be moved upstairs when the new furniture is delivered and the defected sofa picked up. We were told from the sales rep and customer service rep that this would be okay. As it turns out, that was not the case. When the new furniture was delivered, we were told they could not move the loveseat upstairs. Their policy is they do not move existing furniture. And while I understand that, we were not told that. After speaking with Yowy, the delivery manager from the Brookshire, Texas warehouse, this was confirmed…they would not move the loveseat, and they did not! It was also confirmed with the Cypress store manager that we were indeed told that the loveseat would be moved upstairs. The sofa still had the store tags and this all originated from the issues with the sofa. The appropriate thing to do would have been to move the loveseat. Very disappointed that we were not originally informed of the proper policy, as well as once it was discovered that there was a communication error on Rooms To Go’s part that it was not handled as it should have been. The loveseat should have been moved!
This is the worst company ever. My daughter purchased a bedroom set and bar stools on 5/12/2018. She was scheduled for delivery 6/12/2018 to avoid a partial shipment. The drivers brought in the dresser and night stand first. Then they tried to bring in a twin white child bed as the bed (suppose to be a queen bed). I asked then how could they have made a mistake when the dresser and night stand was high end and part of the original queen bedroom set. They took the wrong bed back after some extensive discussions took place but they would not take back the dresser and night stand. I tried calling Customer Care and the store sales manager. Customer Care (Josh Vasquez) told me that the only resolution would be I had to accept a reschedule (30 days longer) or a store credit. I told him that this was a hostage situation and I did not agree or accept his resolution. I went to the store since the sales manager would not call me back. In explaining to the person who said she was the Asst. Sales Manager she told me that Rooms To Go did not make a mistake in the furniture being delivered. I told her that Josh told me that it was a mispull and in deed was Room To Go error. She became upset and irate and told me that I was disrespecting her and to LEAVE HER STORE. I told her I would not and she said she would call SECURITY. WOW, Starbuck all over again! I did not leave and the person at the window had another Asst. Sales Manager (man) to come out to discuss my concern. I asked the female for her name and she refused to provide it. The man did give his full name and worked on trying to arrange to pick up the dresser and nightstand. We also purchased two bar stools. With the way I was treated I do not want anything that was purchased. By the way, I am a bald-headed cancer patient in frail condition. How could I have threatened her to the point of calling security. I will try to make the CEO, Jeffrey Seaman aware of the bad customer care in his stores. I will never shop at Room To Go. Just bought a 4435 Sqft house and had intentions on furnishing the house from Room to Go. Their lost.
I had no idea some many people was dissatisfied with Rooms to Go. I did not have a good experience also. The delivery was late, storm door was scratched and customer service was nothing. They have this sharp way of talking and handling your concerns. I hope the CEO of this company realize what is going on before major business is lost.
Customer Service is horrible. Very dishonest about the notes they put in the system. They have to realize the customers is the growth of a business.
Thank you
Angelia Johnson
Charlotte NC
I had purchased a sleeper sofa in March at 12450 Southwest Fwy, Stafford, TX 77477. I already new the sofa I wanted. When I walked in I asked to lay on the bed part of the sofa to test it. It was with a gel mattress which was more expensive than the regular mattress. The salesman was nice, but was insisting to purchase the gel mattress and not in a way to make a commission but as if he was telling us something. I end upgrading to the gel. Our sofa was delivered on April 2nd. The very first thing we noticed was that the bed support (not the mattress) is warped. When you are laying down, it has a hug divot down from the hip area of a person towards the foot. There is noway of sleeping on this sofa bed and we had purchased it solely the fact that we have guests coming to stay with us from Norway at the end of May. We called the call center not 10 minutes after the delivery people left and was told we had to wait until April 21st for a claims person to come out and look at the bed part. When the technician came out he saw what we were complaining about and told us he had never saw this before and pointed out the warped part of the side frames. He kept insisting that we buy extra mattress toppers? When I finally got the results from his findings, we were told nothing was wrong with the bed and our claim way denied. Now I am stuck with a faulty sofa bed and a fiance note for something we cannot use. I am writing the BBB and am putting out internet reviews and I will be contacting the news media that does consumer report investigations when companies swindle customers. I will also be writing to the CEOs and will be posting the review on Facebook and any other social media as well as letting everyone know word by mouth. This is not right.. We had the sofa 10 minutes and never was able to use it. Oh and by the way, the agents in the call center really could care less, they just want you off their phone , and I know see why.
I have never been more unsatisfied with customer service that I have received with any company I have ever worked with in my life. Every person that I have spoken to is unhelpful, uninformed, and completely disinterested in helping me as a customer. I was scheduled to have furniture delivered on Saturday, April 21st between 12:00 and 4:00. It is now TUESDAY and I have no furniture and no information about where the furniture is that I have already purchased and paid for. I have called NUMEROUS times, sent emails, and been promised a call back by every single person I’ve talked to and NOT ONE has returned my call. First let me say that this home is a beach house of ours that is a secondary home. We do not live there so we traveled 6 hours to be at the house for this delivery. Second, we have not just ordered a couple of pieces of furniture from Rooms to Go. We have furnished our whole home with you. On Saturday morning around noon, the driver reached out to us and we could not understand a word that he was saying. We immediately call back at the number that came up on our phone which is the customer service line. The lady who helped us said that the driver needed a gate code to get in. We explained that there is no gate code because there is no gate! She said that she would let the dispatcher know and the dispatcher would call us back. That was noon. At 2:30, I call back because I was getting concerned. The 2nd person I talked to said that the dispatcher would call us right away and she would send an email. We still never heard. At 4:00 (central time) , I call back and the office is closed. I then call the nearest store and was told that online orders are separate but they would check on where the truck was for us. They said there was one stop ahead of us but they would most definitely be there. At 6:00 we called back and they couldn’t give us any more information. We sat there all day AND night waiting and we still don’t have our furniture. We live and work in a different state and we cannot just simply jump in the car with our small child and come down to wait on furniture whenever we want to. We have family and a business and work and a child. I am so disappointed in the treatment we’ve received I have never complained to a company before about anything but I promise you I will not let this go and I will not shut up until I am completely satisfied. In the last 4 weeks we have spent nearly $8,000.00 on furniture at Rooms to Go. I expect more out of a company that I have and potentially could be a great customer for. I do not want to hear back from ANY customer service representative.
I got my wife and I a bed room set at the Lafayette store back in December 2017. The first delivery was on December 27th and I say it like that because we received some damage parts of the foot board and head board so I call customer service to set up an exchange they told me that they had to sent a service tech to come out and inspect and repair the damage furniture. When the tech come out he said that he was not able to do anything to my furniture because it needed to be exchange so they set me up with the first exchange and of Corse the new pieces was just as bad as the first ones so I had to call customer service one more time. So they set me up with the second exchange and of corse they were worst then the second ones. so I call customer service again they promise me that they would get it right this time well to make a story short the 2nd, 3rd and 4th time they exchange them they came in more damage then the ones they took like if they kept bringing the same ones every time over and over again. It is April 9, 2018 and still have not got my furniture in good conditions. I have spook with the so call store Manager four times. Finally today I told him to sent a truck to my house to pick up all of the furniture. So now the store manager wants to give me a $500.00 discount if I keep the furniture ofcoure I told him no you can keep your 500.00 and the furniture. I will never buy anything from Rooms to go again and will not ever recommend them to anyone because they promise you the world just to sell you what you are looking for but ones you leave the store your on your own.
we purchased a sofa back in jan 2018, 4 days latter it was delivered ,missing a cable. and we were told by the delivery team that it would be sent shortly .2 weeks later I was still waiting for the cable ,I called your 1 800 # and was sent a cable on three different occasions all being the wrong cable. after amassing a hand full of useless cables I went to the store I purchased the sofa from. a tech was sent out a week later took a picture shook his head and told me a cable would be sent through the mail .hopefully it will be the right one ! a week later im still waiting to use my sofa !! this is the most unprofessional company I have ever dealt with I will never enter your show room again or recommend this establishment absolutely ridiculous !! 3 months later I’ve yet to use my sofa you suck guys !!!!!.
Today a technician stopped by my house to look at a piece of furniture we purchased as part of a living room suit. I asked him to take a look at a previous purchase from RTG where the leather is peeling off a cushion from our sofa bed. I called asking for help previously but was turned away. The techician suggested I call back since we purchased more furniture from them. Well I did and it was a waste of time. I was turned away again. I would like to send pictures if a email address would be sent to me.
Michelle
To Mr Seaman or To Whom It May Concern,
THIS IS OUR EXPERIENCES SINCE MOVING TO ATLANTA GA: I JUST WANT THE PUBLIC TO KNOW ABOUT OUR EXPERIENCES. I have a lot to say and I pray you have enough space to keep up. My experience took place on Nov 12, 2017, came in on a special. I had already purchase a bedroom set for my son and was ready to pay and move on, but this wasn’t the case. I received an email from the Finance Company telling me I had not paid my bill. So, I contact RTG and found out that the kind lady who was taking my money wasn’t listening, well for one we were talking about death. She had told me that the middle piece would be delivered in Jan. 4, 2018 and my husband stated my son birthday and before I know I started crying myself, because I had just realize, that was the last time I seen or touched my only daughter. She was born with issues but she outlived it to be apart of 911 and turn around and reenlist for 4 more years I was thrilled but sad. And here I am crying in front of this young lady while she talks about the death in her family and I am crying for the two young people that were doing something in their lives. My daughter wanted to become a doctor (yes she was in the medical field) and the oldest son killed by a drunk driver while he was going to work. Both were doing the right thing with their lives until someone killed them and here I am still in grief. I am saying this to invite you into my heart my soul to get a feel of what I was experiencing and how thrilled I was to be paying off the bedroom set so I can move on with my life. I buried my mom and my husband buried his mother last year. So, this was a thrill to us to try to get on with our lives in a different state. Which we are both finding out has the worse services there is. If it was not for the money that come into the store they would not be able to feed their families or send their alive children off to college. I pray they live pass 23, but I called the store around the holiday that most people celebrate to find out that there wasn’t anything they could do to resolved my problem so I called the cc/finance to find out what to do and they put in a dispute to get RTG to reverse the charge and send the payment to them. The manager at the Finance company told me to go down there and see if they can resolve it, but they’ve had so many complaints I don’t know it is worth a try. First off the manager Scott wasn’t professional and look so confuse even when the sales person explained to them the error. I even told him if “I WAS WORKING IN YOUR OFFICE I WOULD KNOW WHAT TO DO”. HE JUST LOOK DUMB, NO APOLOGIES NOTHING, NO SORRY NOTHING. THE salesperson did apologize and I felt I was talking to people that did not have a ounce of concerned about our problem. I kept getting a no, So I walked back and asked for Andre (the manager) and I thought to self what about the Regional Manager. Scott looked at me shocked like how does she know this, he reluctantly gave it to me and someone told me called the Regional Manager first he would be the one to help. Don’t called Andre he is not helpful. Well, I did call the Regional Manager (n you noticed I am not putting his name out there, I tell you later why) first left a message and called Andre and he was just like the person who works with him stated. He was laughing trying to act like he was concerned even joked he would hate if they had to come get our set and we have to sit on the floor. This was out of Andre’s mouth. He even suggested to me to call the finance company and request an increase in my credit. Well, I was happy with the increase they had given me in August, so why request one now base on him saying that they can refund the money back to our American Express, which did not make any since so I want bore you with the rest of that scenario. So, I did call the finance to let them know what they were doing and they told me sounds like they are not going to work with you and I told them about the late fee that Andre pointed out to me and she took care of it because not only did we not pay off an account in 7months, but we paid more than they requested and pay early on an account that was going to add the interests charge in the year 2018 in May. Not on my watch, I/we take care of our bills. So, I called Andre back and told him I did not request the increase and I stated we might have to go with your idea and he is laughing while he tells me they will come pick up the set and he will call Scott, I told him I can go tell Scott and you call him I am looking at the store he laughs again and stated to be finally on well sorry, he did not say sorry out of concerned he said it out of habit of brushing customers off. He came across as being cold and rude and truly did not noticed it during our call. Now, this is where it get dumb, they are coming to pick up a set to refund us the full amount of over 1200.00 back to American Express and pick up the set on the 9th in Scott words and a check will be mailed out within a week. funny no one has petty case on hand afraid someone will steal and no one can contact corporate to request a check be sent to us. Now I know I can go to my credit card and let them know they have the merchandise and they have my money and the cc will issue an investigation. But, the sad part about this is they have to utilize the labor to pick up a huge set take it back to the warehouse and more than likely sell it for less (do they think we would trust them to give us the set back in excellent working condition) so they are going to have a loss and more than likely a customer all at the same time. Now, I play phone tag with the Regional Manager, and I respect the fact that he kept on calling until finally He admitted he knew why I was calling. In the beginning he said he was sorry with he POOR SERVICES WE RECEIVED IN STORE 1201- A HAMMOND DR NE, ATLANTA, GA 30346 ROOM TO GO – PERIMETER.
WE HAVE FOUNDED OUT NO ONE SEEMS TO CARE HOW THEY’RE TREATING YOU ONCE YOU ARE IN THE DOOR. THE REPRESENTATIVES YOU TALK TO LACK ALL ASPECT BUSINESSES OR COMPASSION. PEOPLE WORKING FOR THESE COMPANIES ARE RUDE. SEEMS LIKE THEY’RE LAUGHING AT YOU AND LOOKING DUMB AT THE SAME TIME. They have not been properly trained to deal with people. WE’VE NEVER FELT WELCOME IN ANY ESTABLISHMENT IN GEORGIA WHERE WE WERE TREATED WITH RESPECT OR THEY WERE HAPPY TO SEE US. WE’VE HAD THE UNPLEASANT PLEASURE OF DEALING WITH PEOPLE WHOM LACK SKILLS WITH DEALING WITH PEOPLE OR BUSINESS POLICIES AND PROCEDURES. EVERYONE GIVES YOU THE IMPRESSION that they are not capable of dealing with business or the simplest dilemma. The managers do not know what to do! Where is the skills and the training? I have never experience so much disregard for the public in this one state.
HOWEVER, BEING UNPROFESSIONALLY THEY KNOW ALL TO WELL. I’m not use to being treated with such disregard and lack of empathy and care about where I spend our money.
My reason for not giving his name is he did say sorry after I acknowledge the reason for the call and he said he would hate to see me go, and he wish there was something he could do. What I did not tell him is he did not go above the call of duty and say I tell you what I will do. I had to ask him questions and see how well he was willing to work with me in the future and see if he would honor the sale in the future. He said he would. I am not did tell him I worked for a Regional Manager who worked above and beyond the call of duty. WE all had to be train in order to move forward in business. I worked as his secretary but you get the picture. WE are living where the places we go to spend our money, they have less respect for us like they do for a homeless person. Us crying wolf to them falls on deft ears. Companies do not deserve our money and eventually people are going to stop shopping at most of the stores they shop at now. Look at SEARS AND KMART, IT WASN’T TAHT THE STORE LACK PRODUCT IT WAS THE PEOPLE WORKING IN THE STORE THAT DROVE PEOPLE AWAY.
ROOM TO GO, has a lot of complaints all over the nation and I thought they were like NFM.
THE PEOPLE WHOM ACCEPT OUR MONEY INTO THEIR STORES IS THE SAME PEOPLE SPENDING OUR MONEY ON THEMSELVES. WHY BECOME RUDE?
Mr. Seaman, I would love to hear from you, about this horrible hardship of services.
I had an appointment for a Rooms To Go, Technician to come out and fix my dining room table chairs where the material on the bottom of each chair is coming loose. The block of time was scheduled for 11am -3pm, on Tuesday,
November 21, 2017.
I took off work so that I would be home during the scheduled time. At 2pm
I call customer service to make sure that I was still on the schedule being that it was only 1 hour left before the block of time would expire. The rep checked and said that I was still on for 11am-3pm and the Technician would call if he was running behind.
At 3pm I called customer service again. I informed the rep that the
Technician was a no-show and I had heard nothing from him as well as my block of time had now ended. She informed me that she would reach out to the Tech and let me know the status. I was put on hold for her to check and upon her return to the phone, she said the rep did not give a reason why he was late but, it would be another 45 minutes before he would be able to get to my house.
Now, with saying all of the above, this is interfering with my personal time. I did what was requested of me by your policy and stayed in place to get my service taken care. However, your Technician for whatever reason was not courteous enough to even call to let me know his status.
If I had not followed up I would still be waiting. Now, it is 4pm and another hour have gone by and he still has not arrived.
I called back to your customer service to get rescheduled but, I do not want that Technician to come out (was told his name is Lamallem) not sure if this is a first or last name.
I wanted this matter taken care of prior to the Thanksgiving holidays and this cannot be done now. I have had to reschedule another appointment that I had setup at 5pm because I do not have enough time to make it.
My schedule is busy as well, and I have to work and this was not taken into to consideration. I am deeply upset and disappointed, that this has happened and at such an inconvenience time.
I feel that this is very bad business and I should be compensated somehow for this action.
I would like to hear back from someone reference this matter.
Regards,
Elizabeth Bradley
To whom i may concern,
We had recently purchased over $12,000.00 of furniture from your store #214, sales rep Bruce.
initially everything seemed great!, then when we finally got the delivery numerous items had been either defective, damaged, and or missing.
This was the beginning of an ordeal that to this day 11/1/17 has not been fully resolved.
Then to add insult to injury the G-manager of the store #214 in Sarasota, Will Smith spoke to my wife in an extremely rude and belittling manor, and proceeded to tell her that WE needed to pay another $100 and WE NEEDED take measurements, all this with an attitude as to make us feel we are complaining to much.
to quote Mr. smith “… I say this just one more time…”Really? that’s customer service good luck with that!!!!!!!
Please look up our order to verify under my wife cell number 917-545-XXXXX
i would like to be contacted directly 561-596-XXXXX
This experience has taken what was to be a good thing furnishing our new home, to an ordeal and made to feel as though we are the one’s at fault.
WILL SMITH is the reason why I will go out of my way to discourage any one from doing business with ROOMS TO GO!
HE HAS TO GO!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Order 12359737Ii, I ordered furniture which was initially scheduled for delivery on 10/24. This was for a new house, Completion was delayed. I called to change the date to 10/31. I called back today to verify and the customer rep said the delivery was rescheduled with no date entered to deliver. So now I have a house with no furniture for it. THANK YOU for poor service. I will be cancelling my order. Also, the additional 7 K in sales for the house that are planned and finances available for are lost by poor performance. I can not wait till the next delivery date of 11/8.
Hi I purchased a living room set last night and would like to return it. I was treated very disrespectful at delivery and felt I was rushed and weren’t told about the policies AT ALL! I was taken advantage of because all they did was take my money never explained anything and rushed me to wait 2 hours and 20 minutes to pick up furniture just for my husband to load it by himself. The salesman never showed me the paperwork he carried it to the door and sent us to purchase pick up and we were told there it would be 45 minutes and I understand it takes a little time to get it pulled but 2 hours and 20 minutes..I asked when I called ahead if I can pick up when I pay for it and he said yes but once I got there he discouraged us on the set we actually liked and told us basically it weren’t a good set and told us to get another set, We were showed the set we purchased and wasn’t the really able to discuss it and sit on it long enough to see if we really liked it because the time frame because we were told we had to have paperwork turned in quick in order to pick up today. We got the at 5pm and was checked out at 5:16 and rushed out the door. I’m so upset I came to get a comfortable set of furniture and drove a hour just because I wanted to pick up same day and now I’m stuck with furniture that is very uncomfortable, pillows behind our heads are flat and uneven and it’s just not what we wanted because we were rushed and felt pressured into buying this set. I haven’t had the set not even 24 hours and I hate it. By the time we got home and was finally was able to read the paperwork it was too late. I had told the lady in pick and called the front office 3 Times before I left the building with it, and nobody never explained to me the return policy, I wouldn’t had bought this furniture if I knew I had to hurry up and buy it just to hurry up and wait to pick up 2 and half hours to pick up. No one at anytime told me or gave me paperwork to read about the return policy. By the time I got the paperwork so I could read it we were so aggravated and wore out by waiting and loading the set it was to late we were home. Maybe if someone would take time to help the customers and explain things and do their jobs instead of stand around in the back talking and playing on their phones it would go more smoothly. I have where I called the office several times for help and just for MY husband to load it himself while several people stood around doing nothing. I wonder if corporate office know how this place is run…. It’s sad..I want a refund and all my money back. I was treated so badly and we are so unhappy with Rooms to Go and this furniture that seems to be defected. I don’t mean to complain but we feel like we were treated wrong and now we’re out of our money.
Update: After waiting two days for a response the scheduled a serviceman to come out a week later Monday 10/30/2017. The serviceman just left all he did was take a picture and said someone will contact me on Friday. So another week to wait.. I think I need to call the local new station and see what they can do to help me. Let everyone know in NC how RTG treats their customers.
Purchase a BR suite and once it was delivered to my house. I was informed that the screws were missing and that the bed could not be put together and the nightstands were mismatched. When I visited the store, the store manager act as if I was asking for a favor when I had already spent a good amount of money. When asked if he could throw in a rug by me not being able to sleep in my bed for another two weeks, I was informed that he could only give me a credit that didn’t amount up to $150. So I asked the store manager how would he feel if he was in my situation, and he was only concerned about rushing off to another customer as if I wasn’t a customer and stated loudly that he gave me all that he could give me. However, he failed to realize that he didn’t give me anything because I chose to drop things and move things around without spending anymore money. As far as the customer always being right, I can truly say that’s not true and this will be my last time doing business with RTG. Because if the manager could just experience what I did, I highly doubt he would be so inconsiderate if he had to sleep on an air mattress and do without a bed for two extra weeks. I feel if a customer order isn’t right that the store should do anything they could to make sure the customer leaves happy. But with RTG, it’s as long as I have your money it’s now your problem and not ours.What happen to great customer service and not stopping until the customer is satisfied RTG?
#disappointedinservice
I have recently moved to USA as an expat two months ago and I have purchased my dining room from Rooms to Go Outlet store (Norcross, GA) on September 24, 2017. On that day I fully paid the amount including delivery (831 USD w/ tax). And I was told that I would receive my dining room and 6 chairs on October 5, 2017. That was all OK for me, since I would have guest on October 6, 2017. I waited all morning at home for my delivery and I decided to call shop at 2 0p.m. to see if everything is OK. However I was told that this dining room and chairs are out of stock and I will not get them!! I fully paid 2 weeks ago and never searched again since I thought I found what I was looking for!
This is unacceptable for me, how it is possible to get my money and sell my product to someone else?! Now I do not have my dining room for my guests, my money was taken, and I have to spend more time to find another dining room. I was told to check other RTG stores if I can find something or they would refund my money. Anyway, this is not acceptable to be treated as worthless.
I currently live in Royal Court RV Park in W. Jacksonville. My 39 foot RV is currently my home. Unfortunately I fell victim to hurricane Irma when a tree crushed it at 2AM . I luckily made it out without a scratch. I talked to the land owner and am able to move into a trailer in the same park. More rent but I will just have to deal.
Living in the RV I don’t have any furniture. I noticed that Room2Go was televising that they are donating a substantial amount of furniture to people in the predicament I have found myself in.
Well, After several live chats on there website and countless calls and emails to the organizations the advised my to contact I have been told a wide range of things as no furniture has ever been given to Im not in the correct county for assistance. I have come to the conclusion that there is no such assistance and this is just a publicity stunt from a big company.
Worst customer service! Have been trying to get our end table for four months now. Twice we have received a damaged table when they delivered. Spoke with Jason a manager at the Selma TX location twice last week he promised both times we would receive a call back the next day. We still haven’t received a call and earlier tonight when I called again we were told he would call us back in a little while, an hour later was told he was gone for the day.
I purchased a couch from rooms to go last year. Since then I have had to call them two times to come out and repair a tear in the couch. They came out and sowed the tear but the stitch came out both times. Now I have a tear about 4 inches wide and when I called to let them know there’s no more repairing to do it’s time for either replacement of the middle section or a store credit to my account so I can replace it myself, I was told there’s nothing that they could do. I even paid $160 for the warranty but they said tears were not covered only stains and spills.I told them well what can I do at this point do I really have to take legal action and all they stated was “yes do what you have to do.” Are you kidding me, I have purchased over four living room sets from rooms to go in the past 10 year. I will never shop there again
My husband I purchased a living room set from your store in Brandon Florida on Sunday July 16, 2017. It was scheduled for delivery on Wednesday July 19, 2017, everything was fine until your delivery people showed up on Tuesday July 18, 2017 and no one was home to accept the delivery. My husband asked if they could wait 15 minutes for me to get home and was told no but they would put back on the truck for delivery on Wednesday July 19, 2017, our scheduled delivery day. On Wednesday morning I called to double check to see if the furniture was indeed on the truck for delivery and was told no that it needed to be rescheduled. Now keep in mind, this was an express delivery so someone had to be there all day, no delivery window, so I took the day off work to receive the delivery. Now because of your incompetence I took the day off for nothing and your customer service staff was anything but helpful. This was your mistake not ours. You should make every effort to correct a problem that you created but instead I was told you will not get your delivery today you need to reschedule. My husband went to the store asked if he could go to the warehouse to pick up the furniture and did just that. He was reimbursed for the delivery and set up fee but he had to rent a truck to go pick up the furniture we were promised, he had to do your job. Then when he gets to the warehouse the furniture is in boxes so now we have to assemble our own furniture. So Tuesday when your driver couldn’t wait 15 minutes, how long does it take for him to unbox and assemble the furniture, 15 minutes. Or how about since the warehouse knew my husband was coming to pick up the furniture because of YOUR MISTAKE they could have assembled the furniture as a way to make your customer a little less upset. No, you just don’t care. There are so many ways you could have made this experience better but I suppose that the money is all that matters to your company. The customer experience isn’t important as long as you make the sale. This was the worst experience I have ever had with your company. I am a repeat customer, have purchased many items from your company but I will NEVER PURCHASE ANOTHER ITEM FROM ROOMS TO GO.
Hello There.
My name is Onel
Order Number 18595262 ( Under Lily Sanchez ) My Wife
I am Emailing RTG today to share a very bad experience in one of your
Showrooms. I have been buying from RTG from the last 20 years with no
problems at all, until today my first choice when it comes to furniture.
Today I stopped by in Rooms to go at 1650 NW 167th Street in Miami, to
exchange a defective mattress i bought in 2014. I got surprised when
after i picked a $699.00 mattress to be exchange for my defective one
the sales person on the floor told me i will get charge 50.00 for a new
delivery plus 100.00 transportation fee to return the defective
mattress. It just make no sense…
I am returning a mattress that is defective… how come i have to pay
$150.00 for something that is defective to begin with?
after speak with a customer service rep on the phone ( Ruth / she
refused to give me a employee number or her last name) and explain the
situation… she basically told me to buy anywhere else, because those
were RTG rules….. Seriously? Or call Serta if i want to complaint…I
asked her for Serta’s Contact Info…and guess what?, She told me to
Google it…. seriously?
I went back to the store and asked for a Store Manager ( PJ Polanco)
that after going back and forth..basically told me on a VERY, VERY rude
manner the two options i got…” you either pay the $150.00 or just keep
sleeping on your defective mattress”…
I couldn’t believed i was hearing correctly… At this point, it is not
the mattress anymore, it is just the way these customer service
employees treat customers…even worse…a store manager from RTG?…
Really?
I was not expecting these answers from a company like RTG.
I Hope this e mail reach somebody who can help me resolve this
matter…or at least reply back to me, I felt mistreated specially by
the store Manager that didn’t think a second to tell “you either pay the
$150.00 or just keep sleeping on your defective mattress”
Once again, It is Not about the mattress anymore, I will Buy another
mattress if i have to, but from somebody else, Not from RTG
anymore…It’s a shame a Store like RTG employ people with no skills to
treat a customer.
Here is my email art at lineldesigns.com just in case this e mail reach a
person that cares About RTG reputation.
Warm regards from a Loyal RTG customer.
Onel Lopez
Won’t do no good! The CEO don’t look at this and they don’t care. Best off to go to BBB and complain.
Attention: Mr. Jeffrey Seaman, Mr. Lewis Stein, and Mr. Stephens Buckley
Please allow me to introduce myself. My name is Sheila Stephens, a long time, loyal Rooms To Go client. I am also a Realtor and have recommended your company to many of my clients when they need to furnish their next, new home.
We have purchased furniture from RTG that has filled several houses. Most of the furniture has been bought without any problem or incidents. That had been the case until recently when my daughter married and I suggested she furnish her home with Rooms To Go products.
We charged all the furniture on my card under your plan of no interest over a 5 year period. She bought a living room set, with a matching chair and table, a love seat, a dining room set, and a master bedroom set with a mattress. Our problems started shortly thereafter.
I will touch on them briefly as I was able to have many of them resolved with repeated phone calls, visits to the store, letters, emails and calls to your corporate office. These problems consisted of missing or damaged furniture, cancelled or no show delivery people, refunds not being processed and much more..
During this period, right after the purchase of the furniture one of the issues we brought to our local store’s attention was the fact that the living room furniture seemed to have started to come apart at the seams. With all the numerous problems we were trying to solve, somehow this one had never gotten properly addressed.
We have recently been in contract with your online customer support to explain that the living room couch is coming apart at the seams from the inside out. The cushions are attached to the couch, and where they are attached the seams are ripping and the stuffing is coming out. This is happening only in the areas where we sit. As more rips appear and we move to a different area of the couch, more seams come apart.
Your online support finally said they would send someone out to look at it after much debate and slow response time.. A tech from RTG and a supervisor came out at the same time to view the couch. Both agreed the damage was not from use, but was from defective material. They said they would inform RTG of this, specifically saying it was not our fault, and while our case was given high priority (they did not know the reason for this), we would have to wait for RTG to render a decision about what to do.
When no one contacted us after more than two weeks, I got back online with support staff. I was told they had read the tech’s report and we were at fault for the damage and nothing was going to be done.
I explained that was the complete opposite of what both the tech and the supervisor said to myself and my daughter, and were not accepting that answer. Online support looked at the tech’s report again, told us a mistake had been made, the report was corrected and they apologized. But they said they still were not going to honor any warranty as it had expired last year.
This furniture is not yet two years old and is ruined. My daughter is still paying the bill, and will need to replace it very soon, as it is continuing to fall apart. This would have her first major purchase of furniture and I’m sure there will be many more. How likely do you think she will be to return to Rooms To Go to make any future purchase again? I too, am most unhappy as I encouraged her to buy from RTG, as I have with many other people.
The furniture is poorly made, which was verified by RTG employee’s, but we are the ones made to pay. I can’t believe RTG would risk losing a long term client, along with a brand new one. I would hope you would make some sort of exception to you warranty rule and offer us some sort of satisfaction. This kind of treatment is simply not right.
I bought $4100.00 in furniture from rooms to go In midland tx 79720 and when they delivered it they dropped almost all my furniture on the floor one of the guys dropped my recliner and all he said was sorry and told the other guy that was delivering it with him that he didnt care that he dropped it as long as it got inside I was like wtf he didn’t think I heard him but I did then they dropped my coffee table on the floor on the corner and it cracked they just said it was fine then when I looked at it closer I found out it was actually cracked now I’m waiting for a new one then my chairs on my kitchen table had black stuff on them from them having dirty hands the chairs were white so it showed all the stains and I had to call and complain and all they said was they were sorry and they just gave me a $100.00 off that’s it but they still haven’t put it on my account so I’m still wondering when they going to call me and tell me something this place is trash!!!!!!!
You’ve definitely lost my business. I purchased this rug in 12/18/16. My rug got delivered and it was the wrong rug.
I called and got that taken care of to only have the SAME EXACT RUG (that I opened and re-taped back up) BACK TO MY FRONT DOOR. I’ve called 4 differen’t occasions and everybody ACTS like they care. I say ACT because each time you say how sorry you are and I was promised a call by the end of day of a status. Still crickets.. I’ve yet to hear anything and I just got off the phone with another customer service. She says she will let the manager know and I’ve been told that 4 times. I purchased my house 2 years ago and have used your company was my Go-To. I used the credit card for my very first purchase, and the times between the rug transaction I’ve bought in cash.
Now, I know you don’t care.. but I thought I may remind you everybody isn’t as lucky as others who gets to stay home and shop all day and have time on their hands to call you guys to make sure you guys are doing your part. I have to work more than full time, 3 kids, and a terminally ill husband who needs my FULL ATTENTION.
I’m going to fax this email over to your corporate office as well. Enough is ENOUGH. I think I am a pretty chill person, but this has pushed me to another level. My first time ever complaining about anything in my life.. Consider your company special.
NEVER GOING TO RECOMMEND YOU GUYS, EVER.
To Mr. Seaman or whom it may Concern:
My name is Carlton Williams and I am currently a customer of rooms to go, I am also a 15 year Disabled Veteran as well as a Federal Employee with an MBA and I currently reside in Houston, Texas. I wanted to share my customer service experience with you. I recently came into your store #2303 (Willow Brook Rooms to Go outlet) and on my day of purchase I actually enjoyed my experience. I walked in, I spoke with my sales person by the name of Errol, very pleasant young man that seemed to know what he was talking about. I expressed to Errol that I was moving into my new home and that I needed 2 comfortable theater chairs, and I was under time constraints because I am closing on my home and I only have a month before I have to go back overseas for work. Errol pointed me in the right direction and I asked him if they had the chairs in stock and could they deliver them on a certain day, he said yes they had plenty in stock and we set the delivery date which was 2/10/2017. This was Saturday morning 1/21/2017, I proceed to work this morning of 2/10/2017Mon/day 1/24/2017 and I receive a phone call stating that the chairs that I ordered were on back order until 4/27/2017. I wasn’t able to speak on the issue at that time because I was in a meeting at work but after my meeting I called the rooms to go customer service line and the young lady stated that there was certainly a mistake made on the rooms to go side but I would need to contact the store directly at which time she transferred me. Here is when my customer service experience went completely downhill. I spoke with young lady who acknowledged that the mistake was made on the Rooms to go side, so I could come in and choose something else comparable to what I had chosen before but if the price exceeded the original cost I would have to pay the difference. I asked her why I would have to pay the difference since the mistake was clearly on rooms to go side. I explained to her had I known you all didn’t have any in stock I would have chosen something else because I am on time constraints for these items, and the young man clearly and boastfully expressed that there were multiple chairs in stock. I asked if I could speak to a manager, and she stated that the primary store manager was not available but there was another manager on the floor that maybe could assist me. I waited a few minutes and a young man came on the line and stated that he was a manager. I proceeded to try and explain to him my situation but I was repeatedly and rudely interrupted. I informed the young man that I was a disabled veteran under time constraints and that I had just returned from an overseas duty. He cut me off again and at that time I reassumed command of the conversation and stated to him that I was a disabled veteran and I didn’t have to take his tone of voice. He stated to me that his son was in the military and said that due to that fact he would not be spoken to by me in that manner. I wasn’t sure what his son being in the military had to do with the price of tea in China but at that time I felt like the young man was completely disrespectful and could care less about me as a customer or me being a man who has fought for this country. So then I decided to try and move on past this situation and I stated to him that he clearly could not assist me, so I asked him if he could provide me with his corporate number and he stated that and I quote “well corporate is simply going to tell you the same thing that I have told you.” I then said “sir I didn’t ask for your opinion on what your corporate office was going to do, can you please provide me with their number,” he then provided the number, I then asked him if I may have his name and he stated that it was Wes. I stated to him Mr. Wes do you have a last name and he refused to give it to me and then I asked if he had an employee number and he said no. I informed him that I would be contacting the corporate office once more and told him to have a good day. I have been dealing with rooms to go for many years and I have never had an experience like this before and I just felt it important to share to someone my experience. We as citizens of this country have just gone through a major regime change and our current president and former president seem to both support the veterans and I fully expect respect and not to be treated this way especially when I am spending my money in your establishment. I certainly don’t expect to get something for nothing in this situation but I do expect if I do come in the store and choose something else comparable to what I originally chose, the overage in charge will be taken on by the store being that it was the store’s fault.
In the Rooms to Go history statement, 4th paragraph it clearly states and talks about how the environment is hassle free, and comfortable, well I certainly don’t feel like that now.
In addition, trained, knowledgeable and courteous Rooms To Go sales associates create the hassle free, comfortable environment customers enjoy in our showrooms. Rooms To Go’s incomparable delivery promise ensures customers receive their new furniture in days, not months. Our fast and easy furniture delivery is realized through state-of-the-art Rooms To Go distribution centers, housing hundreds of thousands of furniture pieces ready for delivery today. Walk into any of our bright, stylish and friendly furniture showrooms and discover the ease of one-stop decorating. As the leading furniture company in America, millions of customers have enjoyed the entire Rooms To Go’s package and a more convenient, enjoyable and affordable way to shop furniture.
I look forward to speaking with someone that can assist me in resolving this issue and because I have been a long time customer with rooms to go I hope we can reach some sort of agreement without me having to cancel my order and take my business elsewhere. Resolving this issue is set at the highest priority for me so much so that if we can’t get a resolution I feel it nothing less than my duty than to contact my good congressman John Culberson of the 7th district of Texas, and at least explain to him via drafted letter of how it is very well my opinion that rooms to go isn’t Veteran friendly.
I can be reached anytime at area code (832)-671-XXXXX.
Thank you,
Carlton Williams
Carlton E. Williams
In January of 2015 I purchased an electrical reclining sofa from Rooms To Go for more than $900.00. The sofa came with a one year warranty. About August of 2015 the sofa started sagging on both ends. I called Rooms To Go to have it repaired. The tech came out and tried to repair it, but it still partially sagged. I asked for a tech to come back out to take a look at it again. When the tech came back out he said that this was one of Rooms To Go’s “best sofa”, but that this particular soft was defective and couldn’t be fixed. So a new sofa of the same make and model was delivered to me and I was told that the next warranty would start over from the date of delivery of the new sofa.
Because of my job, I started traveling heavily right after the new sofa was delivered and it was almost never utilized until about May of 2016, when my travel schedule changed. Well, about September of 2016 the newly delivered sofa started sagging too. I called Rooms To Go and they informed me that the sofa’s warranty expired about 2-3 weeks before I called. I informed the rep that the sofa had sat unused for about eight (8) months and I was extremely disappointed that in four (4) months of use the sofa had begun to sag again. The rep indicated that I was out of luck. I then asked to speak with a supervisor and the rep practically refused to let me speak to a supervisor, insisting that the supervisor would tell me the same thing. After several minutes of being persistent the rep put me on hold and then came back to the phone and told me in a very sardonic manner that “as a courtesy” she would send a technician out to do a “repair only” visit. She also indicated that the technician would call me about an hour before arriving and that the soonest a technician could come out would be approximately a week from that call.
On the day that the technician came out, they didn’t call until they were at my home. When the call center rep called me to let me know the rep was in my driveway, I informed her that the technician was supposed to call me before he came out; she then indicated that there was no call-ahead put on the order. I told the rep that I was at work, and that I was leaving right then, but that it would be about 15-20 minutes before I could get home. She said she would relay it to the technician that was at my home. Because of traffic, it took me about 25 minutes to get home, and when I got there the technician was gone. The technician left a note on the door with a time on it, the time was about two (2) minutes before I arrived. I called the call center right away and told them I was home and informed them that the technician had just left my home two (2) minutes ago and could she contact him as ask him to return because he couldn’t be very far from my home. She indicated that she could not have the technician return, but could set up an appointment for him to come back out a week later (the soonest available, really?).
The technician came back out a week later. I stuck my hand out to shake his hand and he refused to shack my hand. He came in turned my sofa over, took pictures, took some measurements, and left. During his visit he didn’t have more than 10 words to say to me, even though I was trying to be hospitable to him and make small talk. I asked him about repairing the sofa and he said someone would contact me in 2-3 weeks. I never received a call from anyone.
The technician that came out about August of 2015 said that the sofa was one of Rooms To Go’s best sofa and that I had just gotten ahold to a bad or “defective” one. Well, I have had two (2) different sofas of the same make and model and they have both failed within six (6) months of usage. I have three (3) other sofas in my home that I have had for over ten years, one for over 15 years and I have never had any issue with them, but yet I can’t get Rooms To Go’s sofas to last for a year. I am sorely disappointed that a nearly thousand dollar sofa doesn’t last a year; notwithstanding, the phone rep that had an attitude with a paying customer (me), the technician that refused to shake my hand, the very poor (or lack there of) communication. If this is one of the Room To Go’s best sofas I would hate to see the worse. After additional communication with RTG, they refuse to honor the warranty, repair the sofa, or give me a refund.
There are more negative comments than positive. Your CEO, officers and staff need to get your heads out of the sand and realize and acknowledge what is going on. Customer service along with good workmanship and quality should be a priority not the money. Remember without satisfied customers there is NO money. These reviews plus word of mouth can ruin a company. Beware!!!!!. Maybe a class action suit might jolt you out of your stupor. By the way, I will do a review on every site I can find including Angie’s list and consumer reviews plus word of mouth. We are so displeased with your products the workmanship and quality are unsatisfactory. By any chance do you have monkeys working in the corporate offices and factories? If not, maybe you should, can’t do any worse than what you do.
Not sure where to begin…2 months ago I purchased furniture for my new home and received my sectional broken. I had to wait a month for a replacement. One month ago I decided to purchase my dinning room table from them as well. First deliver, table came cracked on both ends. I called customer service and spoke to Jessica Mandonaldo to get a new delivery, the best she could do was to deliver a new table 2 weeks after my original delivery since my table was out of stock. To me this was unacceptable. I asked to speak to a supervisor, Vilma, I was told that she was unavailable and busy. I then asked Jessica to find another location across the country that might have my table, I was told that I had the only table available, I asked again to speak to the supervisor because this was just unbelievable that i had the only table. And she was not able to put the supervisor on the phone. I decided to hand up and call corporate for help, corporate was able to speak with Ebony Chapman and she was able to locate 6 tables in my area alone!!! So I was scheduled to have my new delivery in 2 days (Saturday). She even told me I could call on Saturday to get a more or less delivery time frame. So on Saturday morning I called and spoke with Tina that was rude and she even told me when I ask for a time frame of the delivery she said I didn’t have one because that was told and that I even signed a doXXXXent explaining to me that I would not have a time frame. I think that she was very rude, well The new table came… Crushed in the corner. I refused the delivery and the delivery guy was refusing to take the table, finally they took it because we refuse to sign. He had said that I had to accept the table and then call customer service to get the table replaced. My experience has been HORRIBLE to say the list, I can tell you that have been a loyal customer of rooms to go for many years and I am extremely upset and un satisfied not only with customer service but the abundance of damage furniture I have received.
It seems like from the comments on this page I am not the only one who had wrong furniture delivered, furniture not delivered on time, and extremely rude customer service. I would really appreciate it if someone would contact me in regards to the nightmare of buying furniture from Rooms To Go. If I do not get a reply I will be going to our local news to let them do an investigation into what really happens when you buy furniture from this store. If you read the comments they all have a common theme to them. I wish I had read this thread before I bought furniture. No company should treat their customers like this. We are who keep you in business. The people were so nice while selling me the furniture and happily took my $8,000, but as soon as the furniture was paid for the nightmare began. Buying furniture should be a fun and exciting experience. My experience has caused me nothing but stress, headaches, and frustration. I truly hope that someone will reply to this and at least TRY to make things right.
I never received the furniture I paid for and now I can’t get my refund either. On May 1st, I paid over 4,000 in cash for living and dining room furniture. I tried over 3 times, to have this furniture delivered. Dispatch was horrible and misquoted times continuously leaving me waiting and missing work obligations and my son’s athletic events. On the last attempt on June 1,2016, I waited at home for the entire day (9am until 11pm) and no delivery was made. I was calling customer care the entire day and I was being told that I was the next delivery, the truck was on their way, the guys were one stop away, etc. I called the next morning and I was told the truck broke down.Finally, I went to the store for my refund and was told I had to get my refund and was told that I had to be given a check even though I paid cash. The check took 10 days to be mailed to me and was then sent to me in the wrong name. Another careless mistake, after numerous times calling “customer care” and combined hours of being on hold and now it is June 16th I still don’t have my money or furniture. Eugenio, the manager in Douglasville is so rude and he just told me I have to wait again for the check to be mailed back to have the name corrected. He didn’t even offer to overnight the check so I, the customer, don’t have to wait another 10 days. At this point I am being given the run around and feel I am never going to be given my money back. Doug the customer care supervisor does not return my calls, leaves for the day with no follow up and I regret the day I ever walked into to rooms to go to buy furniture. I am considering a lawsuit at this point but I also wanted to file a compliant with your agency to let Rooms To Go know they can’t get away with this horrible treatment of customers and keeping my money without providing the goods they were contracted to provide.
The whse sent a damaged couch to my house, the driver refused to wait 2 minutes while I called customer service to verify the proper course of action. I emailed the CEO Jeffery Seaman, and have not yet received answer. Is there anyone there that is willing to correct poor quality, and very poor customer service? Or should I return the couch get a refund and find a company that can and will correct problems
Sincerely,
David
Return it find a better company! I have the same problem and I am more than likely going to go that route.
I bought a kitchen table with 4 chairs, a girls bedroom set , a couch and love seat with 2 end tables and a large rug, as well as a bedroom set for my master bedroom. Everything except the master bedroom furniture was supposed to be here on June 2nd. When they delivered the furniture on June 2nd, they delivered the WRONG love seat and totally forgot to deliver my little girls bedroom furniture. They told me the delivery date for that was entered in for June 7th. That is NOT what I had agreed to. When they finally did deliver my daughters bedroom set they put the headboard on backwards and put the shelves in upside down causing me to have to pay someone to be here yet again for them to come and fix another mistake. When they put in the correct love seat they had left a screw on the bottom of the couch that scraped into my brand new hard wood floors. By this point I had phoned customer service both corporate and the local store I bought the furniture from. When I complained to customer service I was told “mistakes happen” Today is when they delivered the master bedroom furniture. I thought my nightmare of dealing with this was finally over…. yeah right. Of course there was yet another mistake as my dresser was “busted” and they would need to deliver another one. When you pay close to $8,000 dollars for furniture you expect things will be delivered on the date you were promised, delivered correctly, and that the people putting the furniture together know what they are doing. This is way more than just a mistake, this is complete incompetence. I don’t see anyone offering me compensation for all the money I had to pay someone to be here when they came back to fix their mistakes. I don’t have anyone offering to repair the hardwood floors they messed up by being careless. The only thing I have been told is they are sorry and they will work with me on a convenient date for them to deliver a new dresser. So I’m supposed to either take time off work AGAIN or pay someone yet again for them to deliver it. That’s not going to happen. They can keep the dresser. I’ve never seen such incompetence and total lack of care for the customer (me). I deserve way more than an apology. I hope people read this and spare themselves the nightmare of buying furniture from this company. I surely hope this company has the decency to contact me and take responsibility for the complete lack of competence and
I went to the Fayetteville Rooms to go around Feb 16. Yes i know it’s May. I had to drive to the store today to get my billing information because i never received the bill. When a customer has to track down the bill that is unprofessional. whats also unprofessional is when they call my mother about my bill and not me.
I also have other concerns when I went to the store I bought an entire living room suit, bedroom suit, and kitchen table that day. When I was talking to the sales person I told her I wanted what was on the sales floor the exact one meaning it was display two electronic reclining couch. The sales person never addressed with me that they were upgrades. My exact words to her was I want this exact set up meaning what ever was on the display floor was the exact same set up i wanted to buy. she did mention the lamps were an upgrade and not the couch. You lost a few hundred dollars in sales that day. i could have spent close to $10,000. She did mention the upgrades on the bedroom suit. It was overwhelming for me that day because I spent close to $9000 that day. So why would she mentioned it on one and not the other even though again i told her with my family around i wanted the exact same set up like here. She could have clarified with me by saying i am tracking you want the exact same set up and are you aware the exact same set up is an upgrade so i can decide if i wanted to upgrade or not. If your sales people keep doing this you are going to loose a lot of money.
I’m not happy at all and i know i should have said something sooner, but next time i buy my furniture it probably will be at another store.
My husband and I have purchased bedroom sets for both of our children over the last month, and after spending almost $4000 are incredibly unsatisfied with this company, particularly with customer service but with their 888 number and the corporate office.
After the wrong dresser was delivered, and horrible customer service representatives including management, the dresser was rescheduled for today. After clearing my schedule and making sure I am home for the entire day, waiting around for a phone call as to when it was going to be here (since I couldn’t get a window time frame) I get a call at almost 3 in the afternoon that it isn’t on the truck… The truck that is packed 48 hours in advance. No respect for my time at all. And all this company can do to try and repair the relationship is credit me my measly delivery fee, and only after I requested compensation.
We will NEVER shop here again, nor will we recommend friends and family to. Rooms to go is awful.
Terrible experience. I purchased queen mattresses for my bedroom and an entire bedroom set (mattresses included) for my boys. The 1st – mattresses for my room delivered – great no issues. The second – awful. Three separate calls telling me that they were at my door – no one EVER came to my door.
When I tried to call customer service I was told that the driver would call me – call never came. I phone the Pompano Beach store and spoke with two ladies who were very rude and never gave me the managers name or put me on the phone with anyone. When I asked for the general manager’s name I was only given ‘Arlene’. It was terrible. $1500 worth of merchandise to be delivered and zero assistance. I phone the local police department and filed a report. TERRIBLE, TERRIBLE, TERRIBLE customer service.
I fully expect a call that my furniture was delivered to someone else ‘maybe a friend of an employee’ but it didn’t make it here.
I had a terrible experience with Rooms to Go. Worst customer service ever. My delivery was messed up. The supervisors were incredibly rude. I would never shop here again.
Florida Customers Sue Rooms to Go over Fabric Protection
Sep 3 15
Four Florida customers of Rooms To Go have sued the retailer, alleging the company did not apply the fabric and leather protection products they purchased. The suit, filed earlier this month in U.S. District Court in Southern Florida, seeks class status on behalf of other customers in similar situations, as well as damages in excess of $5 million. RTG sells with its furniture an optional add-on purchase called ForceField Exclusive Fabric Protection Plan and promises to treat furniture before delivery to resist food and beverage spills, the complaint said. It contended the retailer prices the treatment at about 10% of the consumer s purchase price for the furniture. The four plaintiffs purchased furniture from the Top 100 company between September 2012 and March 2015, and along with it, ForceField protection that cost the customers in the range of nearly $100 to about $145, the suit said. Plaintiff testing for stain-resistant chemicals showed no evidence that either the ForceField product, or any other stain-resistant treatment, had been applied, the doXXXXent said. The suit charged that RTG violated Florida s Deceptive and Unfair Trade Practices Act and, among other things, misrepresents the qualities of its ForceField protection plans. In recent years, many furniture retailers have moved away from applying chemical fabric protection treatments in favor of what are known as dry warranty programs, in which the retailer, in essence, is buying an insurance policy from a third party protection company and reselling it to the consumer.
I first purchased an online rooms to go bunk bed and a bunkie board.. order number I realized after I ordered it that 2 cloth panels were missing and do not come with the product. I called rooms to go and they gave me a skew number that correlated with curtains I needed. I called online orders number and the internet sale supervisor, Michael P, advised me that since the skew number was not available online, I would need to order a bunkie board (equivalent value) then he would go in and change the order to what I needed. He had already confirmed the skew on the product I needed. I was reluctant to order something I did not need but he said this was the process. About 12 days later I got bunkie board. – what I did not want. I called him back directly at online sales. I said I wanted my money back in full. I was coarsed into by a product I did not need. He said that he told me to call him back after I placed the order. I said I did not remember him telling me that. I already discussed the skew and what I wanted with him. I asked for a refund, He said at first he could not give me back $30 shipping fee. I said that it was not fair that I was forced to buy something I did not want. I should have a full refund. I also told him that the process of having people buy something else is wrong, and if that if additional steps are necessary something in writing should be sent.
He said he would give me a full refund however I would Never be able to purchase a product on line with my name and address from Rooms To Go again. He basically felt that he had to give me a punishment for asking for full refund for something I did not need. This a terrible way to treat a paying customer. Passing out threats to consumers if they want a refund is not a good way to run a business. I have a very busy job and do not have time to go to stores so I make purchases online. I would like rooms to go to refund me in full and not put a penalty against me or any other customer. Also the process of having customers buy something they don’t want then asking them to call back supposedly and change it is not a good process and will likely result in confusion for many consumers.
Wrote to customer service several weeks ago because the bonded leather couches we purchased 3 years ago are “peeling” . We sent pictures and were told that our one year warranty was up but they were willing to offer a prorated reselection which means they take the furniture back and you come in the store and spend more of your money on junk furniture. I responded as to the unfairness of this and they responded basically telling me that since I had the furniture 3 years it HAS SERVED MY PURPOSE WELL OVER THE ONE YR WARRANTY!! In addition, we are snow birds so the furniture was not even used the full 3 years.
Rooms to go sold me junk furniture but didnt advertise it as such. If they would of advertised it as furniture that was going to be ruined in 3 years I wouldn’t of bought it. This is a manufacture problem, rooms to go has insurance and can recoup their loss but the customer can’t because RTG want to keep their profits and rip the customer off.
I have the exact same problem with a leather recliner and ottoman. It must have started peeling immediately after the warranty ran out (we purchased the extended care plan). I have been unable to get any satisfactions from RTG and even told them I would bring it back to the store on the first day of their “biggest sale of the year” which seems to occur every few weeks. The rude CS didn’t seem to care and refused to provide the name or address of the CEO. A quick Google search revealed that Jeffrey Seaman is the CEO. A letter to Mr. Seaman is in the mail today. I also plan to contact the BBB and Consumer Affairs of Palm Beach county. So a chair purchased from RTG costs $100 a year to sit in and since we are snowbirds….well you can figure it out.
Did you get a reply from Seaman and/or get any satisfaction or remedy?
Dear Mr Seaman,
Please allow me to introduce myself. I’m Neils Clausen. I have had the pleasure to purchase $2700 worth of furniture for a 1 bedroom apartment I have in Cocoa Beach. I have the unfortunate event where the bed frame I purchased ($299.99 + tax) collapsed while I sat on the foot of the bed talking to my wife as she fell Ill, last evening. I inform you I am 62 years old, retired, weigh about 200 pounds, and do not romp on beds as I used to in my youth. So I can only attribute this furniture failure to either design or installation. There is a weld seam right where the bend occurred, I assume a manufacturing defect due to excessive heat during the weld process, thereby weakening the hollow rectangular leg. I’m no engineer, but I do come with 62 years of life experience, retired CFO and knowledge of how things work. I immediately communicated this issue to the salesman that sold the items to me, Ross Soyka from your Melbourne, Florida Store. He advised I speak today, with your customer service to report it for either a full refund to the account I have with your company or arrange an exchange or replacement. I did so this morning. I spoke, 1st with a very nice young lady named Kasia, who asked for photographs, to determine the amount of damage. Those Pictures can be viewed through her, I assume. After a couple of hold periods on the phone, for what I assume to be supervisory recommendations for warranty proposals, I was told that I could only select a new frame to replace the failed one. I find this unusual as I read your company terms and conditions to allow a full refund , provided there is the return on the failed merchandise. I also read that it is at the discretion of Rooms to Go to determine which form of remedy be selected, re: refund or replace/exchange. I explained to Kasia, that I was not in favour of the remedy being offered and requested that she send my discussion up the ladder to a supervisor. She did, and I had the displeasure to speak to a Rachel Baker. I found her to misinterpret your terms and conditions and fully misrepresent not only their intent but became fully insulting, accusing some sort of brute force or misuse. Furthermore Ms Baker represented herself, having no supervisor and that she was the top of the Rooms to Go food chain. Further to the Ms Baker discussion, I’m told that Rooms to Go does not correspond or put in writing anything remedying warranty issues, as I requested she doXXXXent this T&C interpretation and warranty proposal. I find this to be not only ridicules but further insulting as a consumer. Perhaps the Florida or Federal Consumers Protection folks would like to hear about this? Really now, Is that your company? Please tell me this is not the case. I am asking that you override Ms Baker’s displeasing rancour and honour your Terms and Conditions as they are written and have been interpreted by case law where Rooms to GO has been challenged in the past. If your company position is such that I am only allowed to exchange on faulty merchandise, then I will be forced to also ask that your store take back the “bunky board” that was needed only for this model of frame. That has cost me an additional $70, for and Item that will find its way to the trash. So I am willing to keep the bunky board, but request a full refund to my Rooms to Go account the $299.99 + tax bed frame, and I will disassemble and return the inferior bed frame the Melbourne Store, myself. Oh and one more thing, You really need to reel in your Rachel Baker, she is going to get your firm in serious trouble one day, I promise you.
A reply from yourself or your executive assistant would greatly appreciated.
Kindest Regards,
Neils Clausen
We purchase a bedroom set two years ago and we got the wrong lamps. On November 16, 2014 we purchase a living room set which was delivered on Dec 3, they had the wrong tables so they took them back together with the lamps. I call the sales associate and explain to him the situation and he told me that he will talk to the store manager and will call me back, I had to call back after 2 days, he asked me that I needed to go to the store and sign so they can open the order and will take only 10 minutes. I had to drive 140 miles both ways and was there for 2 hours on a Saturday Dec 6. The manager told me that I had to pay more because those were not the tables in the package, I told him that I was very specific with the sales associate that if what we were seeing in the showroom was what we were buying and he agree I even took pictures. After about two hours at the store I agree to pay the extra amount. The tables and lamps were delivered on Dec 18 and the center table was broken and that they will send another one. I call the store manager and explain to him that I don’t want the table no more because this will be the third time that we have to make the time to receive the furniture because they deliver when they want and at time they want. The store manager told me that I had to take the table because it comes with the package and will credit my account $75.00 for my problems. This will be the 3rd time we have to make time for them for the same purchase. Rooms To Go Store, McAllen, Texas.
First time buyer of Rooms to Go and my experience has been HORRIBLE!!! First they delivered two box springs instead of box spring and mattress, than the slats where missing from the bed, then they made me wait 3 weeks for the actual delivery and then wanted me to wait another two weeks for the error on my mattress order! The customer service manager was rude! Couldn’t get me an earlier date for their mistake and said I could go to the hardware store and purchase my own slats! REALLY!!!! I will never order or recommend this furniture store to anyone!!!!!
I just called the Internet Sales staff @ 1-888-709-5380 about requesting a change to my delivery date from May 30th to May 31. I was told that they could not do this, because the truck is already scheduled to be loaded on Thursday (May 29 ), today is Tuesday (May 27). Why? I’m calling several days ahead! I would not ordinarily do this, however, nobody will be home on May 30th to take delivery. Please change the delivery date to May 31, or at least give me a future date that CAN BE SCHEDULED!
I would like to add, this is not very good customer service, you are in business for the customer, not the customer for you.
Thank you
Thomas Moats.