Rooms To Go
Reviews and Complaints

I purchased a beautiful bedroom set from Rooms to Go on 2/17/15. I set up my delivery day at the store. I was surprised that I would not be able to have the set delivered until 2/27/15. I mentioned to them that this was really a long time to have something delivered. I was told that they would not be able to get it any sooner than this date. I reluctantly agreed given the fact that there really wasn't any other options. I was told that someone would call me 48 hours before and confirm the time that they would arrive.

I received a call from RTG customer service on 2/26/15 in the morning informing me that due to the bad road conditions and the storm that hit Atlanta my furniture was now not going to be delivered until around the week of the 15th of February. She then informed me that I could choose a time and that would be the soonest they could get it in. I asked if I could possibly have them deliver on a Saturday (which would be better for me since I work M-F) and she quickly informed me that the weekend was already full and they could not deliver on that day.

Needless to say, I was upset as it would now be an entire MONTH before I would be able to receive the product that I paid in FULL the day that I went and picked out the item.

I proceeded to contact my sales rep that assisted me and he was wonderful in getting the day moved to Monday 3/2/15. I wasn't too happy about having to be at home all day, which means I have to take a day off from work, because they could not commit to a time of when they would actually deliver the furniture to my home.

I was wanting to go back and purchase the media chest at a later time since they would not have been able to deliver it to me on the original date. Now, I'm hesitant in purchasing it, because I have had such a bad experience with RTG and their delivery process.

I appreciate my sales person in assisting me in getting my furniture on Monday, but if I had not have called and complained, I would have had to wait another two weeks to receive my order. You all really need to get better about this. I feel as soon as the sale is completed, you all don't make as much of an effort in COMPLETELY satisfying the customer all the way to the end.

We have had a horrific experience with Rooms To Go. We have never had such a horrible experience with any company as we have had with this company.
The store experience was wonderful. We loved the furniture we purchased. The sales experience was great. That is where that ended.
Upon the first delivery, tables were broken, lamps were missing and the sofa was a manual recline, not the power recline we asked for. Even though we thought that was a lot of issues to have with one order, we are understanding that sometimes things happen. And also would like to add that my veteran spent his Veterans Day waiting for furniture that was either incorrect, missing, and broken. So another date was set to bring missing, correct and tables that were not broken. No problem.
Second delivery was for the missing lamps. They were both sent BROKEN! So another date was set for lamps that were Not broken.
Third delivery, they swapped out the broken table with a table that was not and swapped sofa for the power recline that we asked for in store. Only ONE lamp was sent to replace our TWO Broken lamps.
Fourth delivery, FINALLY our living room set was complete with not broken, missing or incorrect items. We could finally enjoy the furniture we ordered and spent good money on.
In between the time of second delivery to the last we contacted Rooms To Go "customer department" that was another nightmare within it self. Oh the empty and awful "sorry"s we received. It was the worst. When I asked for a supervisor in customer service I was denied several times with attitude from the customer service rep.
We thought the nightmare was over. No! We were HIGHLY mistaken. Today we received an invoice for more money. From the store. $212. I called customer service, no record of it. Called the store the manager, Mickey Croutch, informed me that we "upgraded" our sofa to power recline during delivery and that we owe the difference. No, we DID NOT "upgrade". We wanted the CORRECT sofa for which we picked out and agreed upon with the sales associate. He only kept arguing with me and that we did not agree upon that.
We are frankly amazed with the audacity that we were sent an invoice for more money for the sofa we originally asked for after all that we went through. At times I felt that we were treated by Rooms To Go as if it was OUR fault that this company has so many issues. We simply offered our business and our hard heard money to be treated as so beyond unfair and horrific.

I am writing to request a formal review of my experience with Rooms To Go in Greensboro, NC. My wife and I purchased over $3, 000 dollar’s worth of furniture in late November that was to be delivered the first of December. When it was delivered the majority of it was broken. Customer service called me to setup another time for the replacement items, and when they came out they were broken as well. I am not waiting on a call back from customer to service to see when I can actually get the rest of the furniture I order. To top it off the customer service folks have been horrible to deal with, and the Assistance Store manager for Greensboro was very rude and actually lied to me several times on the call and yelled at me for being upset.

We ordered furniture on 10/11/14 and had everything delivered on 10/16/2014 with the exception of our couch. It was set for delivery on 11/13/2014. Every single piece that was delivered on 10/11/14 was damaged. TV stand was scratched on top, loveseat had marks running down the front console (looked like excess adhesive from putting in cup holders and there was material sticking out from under one of the cup holder. We received a chair side table instead of the end table that was shown in the package, the lamp had a big gap where the two pieces came together and the lampshade wouldn't sit straight due to a flaw in the top piece. The recliner...where to start...MUST have been a floor model cause there were scratches ALL over it, front, back, sides...everywhere. Even had part of the material scraped off the back of one of the arms. The coffee (cocktail) table...would have been perfect had the delivery drivers not been giggling when coming into my house and SLAMMING into my glass storm door. When this happened, they got super quiet and it took them about 5 minutes to bring the table in. They didn't even try to let me know there was any damage, they actually tried to cover it up with some sort of dark marker. I got a flashlight and noticed the marker part but the HUGE HOLE they put into the leg was VERY noticeable. Due to not being able to get an early day delivery, we had to wait till the delivery date for our couch to get the replacement furniture in. We had to call to find out the delivery timeframe cause we didn't receive any notification and were told between 12-4...our delivery came after 7:30 that night. My husband wasn't home yet (he did get here shortly after they got here) but it was still uncomfortable to have strangers in my home after dark like this. The delivery guys were VERY nice and took extra care when removing and bring furniture back in. My only complaint about them was my yard had trash ALL over it from previous deliveries as well as mine...guess who had to pick all this up? I would still take those drivers over the first ones any day though. We didn't notice damage as they were bringing furniture in but after they left and we could move around more and look closer, we noticed a place on the coffee (cocktail) table where somewhere along the line there was a piece scraped out of it on the lower side part. We also noticed one of the pieces that hold the plastic tub inside the console broken as well as a split in the fabric on the right arm side back of the couch. There is also a place on the back armrest of the recliner that is scraped off. We noticed small scratches on the glass top of TV stand again, but didn't feel the need to complain about that since it was small and we just want to get our living room back in order since it has been a disaster since the first delivery date. My husband called Friday at 1:03 pm and let the customer service rep know what was damaged and was told they would get back with him on a date for delivery. We never heard back so my husband just called again at just after 3:00 and said the customer service rep acted like she didn't want to help him and that they would send out a repairman to see what would be needed to fix the rip on the back of the couch, console on loveseat and see IF the coffee (cocktail) table needed to be replaced or just have the bottom piece redone. This is COMPLETELY unacceptable! Why are we having such a hard time getting furniture that isn't damaged? We weren't even going to say anything about the recliner or TV stand cause we are fed up with having to go back and forth with customer service on this. We have been telling everyone we know NOT to give their business to Rooms to Go and have told them everything we have been going through. They cant believe it. But they have said they are glad to know about it cause they don't want to go through this same mess. I DO NOT want my couch REPAIRED! I want this to be delivered in perfect condition, free of damage so we can actually get settled into our living room and enjoy our furniture. I DO NOT want my coffee (cocktail) table REPAIRED, I want it delivered damage free! I want our recliner delivered DAMAGE FREE! I want my loveseat delivered DAMAGE FREE! We are paying for NEW furniture, why are we being told we have to settle for furniture that is delivered damaged, not once but twice, and that we will have a repairman here to see if one item is fixable and to fix the other 2? We should have NEW furniture like we ordered. I will be contacting the BBB on this if this isn't handled properly. I am absolutely livid over all this. Our order number is 5173709.

I purchased a trundle on 8/29/14 to go with a previous purchased Mission bunk bed that was being handed down to my youngest son. The purchase was made via the website since I knew what I wanted and didn’t need to go to the store. (I actually ended up revising the order via a phone call to RTG to change the color of the bedside table and add a desk for one of my other son's room.) The original Order # is 5094929i and can also be found under the phone number [protected]. The trundle and other items were delivered on 9/12 /14. The delivery men put the furniture together and put the trundle under the bunk bed in my son’s room. To the noncritical eye, it all looked ok when they left my house. A few days later I tried to pull the trundle out from under the bunk bed to rescue some action figures that had fallen below the bed. The trundle couldn’t be pulled out from under the bed because the feet of the bunk bed don’t allow a wide enough opening. Apparently the delivery men pushed the trundle over the feet of the bunk bed when they delivered it but now it can’t be removed! (See Pictures) When I called Room To Go, I was told that there was a 24-hour return policy. It had been less than two weeks since the deliver…two weeks, not two months or two years! I explained the issue to the Internet Sales Representative and was told that Rooms To Go changed manufacturerers of the Mission furniture between the time I bought the bunk bed and the trundle. The representative told me that the new trundle would not fit under the existing bunk bed and acknowledged that the delivery men must have been able to get it under the bed but that it doesn’t fit. She told me that someone from Customer Service would be contacting me. About a week later, someone from Customer Service contacted me and wanted to set up an appointment to have Rooms To Go come repair the trundle. I told her what Internet Sales had said about the change in manufacturer and explained that it couldn’t really be “repaired”. She told me to call Internet Sales back. I did and Internet Sales had me call Customer Service who had me call Internet Sales… Finally Internet Sales told me that the only thing they could do was to send out someone to repair the bunk bed. (Apparently they have very set steps for resolving customer problems.) I made the appointment and a Rooms To Go rep came out about a week later. He didn’t even want to try to pull the trundle out because he was afraid he’d damage my bunk bed (feet) in doing so. He had to call his supervisor to figure out what to do and then took lots of pictures. He said that Customer Service would call me in the next week but if they didn’t I should call them. They called a few days later and wanted to set up a time to have the trundle exchanged? Seriously!? I explained that it didn’t fit and why and told them what I really needed was to return the trundle and get a refund. I was told that I would need to call Internet Sales because I purchased it from the website. At this point, I all but begged the Customer Service rep to help me! I explained how many times I had talked to Internet Sales and that all they ever told me was “Rooms To Go has a 24-hour return policy”. She suggested I talk to a supervisor at Internet Sales (which I had done previously) and told me she couldn’t help me. I called Internet Sales, talked to a supervisor and was told that Rooms To Go has a 24-hour return policy. She said that she would contact Customer Service to get the pictures of the trundle and call me back within 24-hours. That was a week ago…10/27/14.
The trundle cost $299. At this point, Rooms To Go has spent more time and money bouncing me back between Customer Service and Internet Sales and sending someone to my house to look at the trundle and take pictures than they would have if they had just allowed me to return the trundle and keep a happy customer . Both Internet Sales and the rep that came to my house acknowledged that it was their mistake (the delivery guys) but they refuse to fix the problem by refunding me! I can’t begin to tell you how frustrating this experience has been and will warn others. I have made purchases from Rooms To Go in the past but will never buy anything from them again. I can’t believe they’re willing to lose loyal customers and their reputation over a $299 trundle bed when they made the mistake!

(Copy of letter I have sent to Rooms To Go)
To Whom It May Concern:
This letter is to file a complaint about service we recently received from a Rooms To Go salesperson named Ophelia Hunter at your Douglasville, GA location. My husband and I went to Rooms To Go on Saturday, 11/1/14 to look at furniture since we have just bought a new house. The room we wanted to furnish first was the living room. After spending much time in your showroom, we finally decided on a sofa, loveseat, and an extra chair that was a display model. Ms. Hunter was very helpful throughout the whole process. My issue is that we were charged for services that we were not told there would be a charge for. When we asked Ms. Hunter about the type of material the couch was made of (we were afraid it was suede and would be easily ruined), she informed us that we need not worry because Rooms To Go sprays all furniture purchased with Teflon. Not once did she inform us that this service comes at an extra cost and was not required. She made it seem like this is a normal procedure for Rooms To Go to ensure that their customers get the best from their furniture. My second issue is that Ms. Hunter never explained the delivery charges to us. There was never any mention of the cost to deliver the furniture. Many of the larger furniture stores in the metro area offer free delivery so it was not naïve to expect free delivery unless otherwise stated. We wound up paying $1, 374.90 instead of the $1, 049.98 we had expected to pay. It was not until after my husband had paid and we were out of the store that I had an opportunity to look at the receipt. We paid $324.92 that we were never informed of, much less authorized or agreed to.
I expected a much higher level of service from your company, and I am quite disappointed. I feel like Ms. Hunter purposely misled us with deceptive sales practices. I am hoping it was just the mistake of one employee rather than the culture of the company. I am hoping that you will make this right. As I said, we have just bought our first home and we were planning to furnish each room with new furniture. I hope to bring more of my business to Rooms To Go but will not if I cannot trust the company. I would like the following charges refunded: Force Field Protection $69.99 and $59.99 and the Delivery/Setup Fee of $104.99 on Order# [protected]. I wanted to give your company a chance to resolve this issue before filing a complaint with the Better Business Bureau, contacting American Express about the charges, and informing our family and friends about our experience.

Stay away from this store. I bought several thousand dollars worth of furniture here. Items purchased were a dining room set, living room set, and entertainment center. Everything we bought was defective. Spoke to Manager Jackie who is extremely rude and inflexible. First was told they would replace furniture then she went back on our agreement. Had to get BBB.org involved and still was never completely resolved. Staff never calls back when they say they will and do NOT stand behind their products. Ended up buying some of the furniture at City Furniture. Everything was delivered next day and in perfect condition. Stay away from this place!

In August of 2013, I purchased a living room set (power recline sofa, power recline chair, cocktail table, end table, console table and lamp) from the Rooms to Go store in Frisco, Texas. My total on that purchase was $3560.65 and included a “free television” or gift card from Best Buy. Let me give you a brief rundown of the timeline.

8/11/13 Furniture Purchased

8/13/13 Furniture Delivered the first time (Tables scratched, couch scratched)

8/24/13 Replacement Furniture Delivered

6/14 1st Call to Set Up Technician because of Rip in Couch

7/14 Technician’s First Visit to Repair Couch

8/15/14 2nd Call to Set up Technician because of Same Rip in Couch

9/13/14 2nd Visit from Technician

9/18/14 Call from Customer Service saying Couch is Unrepairable and we have 30 days to go to Store for Replacement

9/20/14 Visit to Store (Pick out replacement couch, wait for phone call, told can’t do it)

9/22/14 Call to Customer Service re Issues from Store and Replacement Couch

9/23/14 Visit to Store (Over-charge)

On August 8, 2011, my family and I went into the Rooms to Go store in Frisco, Texas. We were met immediately at the door by sales representative, Reginald Johnson. We let him know that we were looking for a leather couch and chair. He showed us a few sets but we fell in love with the Cindy Crawford duel power sofa and recliner. Mr. Johnson told us that Rooms to Go was currently running a special and that if we purchased the entire room package, we received a television or gift card in the amount of the television to Best Buy. We applied for credit, received $3000 and paid the difference of $560.65 which can be seen on Exhibit A. When received the receipt (Exhibit A), I asked why the television was included on the invoice along with the 54” console that we were not purchasing. Mr. Johnson explained that the television is only added to the invoice so that Rooms to Go is able to track which customers were given televisions/gift cards. He also told me the 54” console price was taken off because I had decided on purchasing the console that matched my other tables. Then he turns around and charges me another $220.15 for the console (See pages four and five of Exhibit A) and nowhere does he remove the cost of the 54”console. Because of the trust that I had in Mr. Johnson and Rooms to Go, I left the store believing I had received a good deal – furniture I liked, decent prices and a free gift card to Best Buy.

As you can see, I have had this furniture for about 13 months. Of that 13 months, there has been a problem with it for about 4 months. However, the Rooms to Go technician has come to my home, tried to repair the furniture and then reported it unrepairable. On September 18, 2014, a customer service representative called and let me know that we could go to the store and pick out new furniture. At 10 am, on September 20, 2014, I walked through the door of the Rooms to Go store in Frisco, Texas. Once again, Reginald Johnson immediately approached us. His first words to me were, “I remember you…You are an attorney. Do you handle divorces?” He then launched into a 15 minute monologue of how he is going through a divorce, his wife is trying to take his retirement and his business. I can tell you exact details of his current case if need be to prove that he divulged this information before he even said hello or spoke to us about the furniture.

When I was finally able to stop Mr. Johnson and tell him why I was there, he told us to look around and let him know when we found something. After perusing the entire store we decided on the Cindy Crawford Home Auburn Hills Brown Leather Power Reclining Sofa ($1299.99) and Chair ($699.99). I explained to Mr. Johnson that I realized that the price of this furniture was less than the price of my original furniture (My original couch was $1399.99 and the chair was $849.99) and that I would just apply the excess money to another piece of furniture. He told me that he would have to discuss this with his manager and told me that he would call me when everything was final and he could give me the numbers. I waited around all day so that I could go sign the paperwork and pick out the new piece. Mr. Johnson never called. I finally (at 4:10 pm) text him and asked him what he found out. When I finally spoke with Mr. Johnson he told me that we were “not allowed” replace our damaged furniture with this furniture because the new furniture was too cheap. He asked me to call and talk to one of the managers, Emmett or John. We spoke with Emmett who reiterated what Mr. Johnson had told us. He told us to look on the Rooms to Go website to see if there is something we like.

The next day (Sunday, September 21, 2014) I called back to the store and once again asked to speak to the manager. Emmett came to the phone and I asked him again to clarify. He once again told me that I could only pick two pieces of upholstered furniture to replace my damaged furniture. He said the pieces must be the same price or more. He told me to call customer service the next day if there was still a problem. I spent the day Sunday on the website only to find out that Rooms to Go carries one leather sofa and chair that equal the same price as mine (See Exhibit B). As you can see, the chair is not even a power recline. Plus the buttons used to recline the furniture are on the outside and are visible.

On Monday morning (September 22, 2014), we called customer service. We were told we could pick other furniture and apply the difference to other merchandise. On Tuesday (September 23, 2014), we went back to the store to order the replacement furniture and to pick out another piece. We did this and gave Mr. Johnson our order. We picked out the Auburn Hills power sofa and chair (See Exhibit C) and a sleeper sofa (See Exhibit D). Mr. Johnson put in the order (after us waiting for 20 minutes while he took a personal call regarding his divorce) and told me we owed an extra $234.88 (See Exhibit E). I asked if that included everything (delivery, protection, tax) and he said yes. We signed and started to leave when I noticed that he had not given us the sleeper sofa. We started over and I ended up paying him an additional $270.61 (See Exhibit F).

I left, went home and started looking at all this paperwork. I realized that no matter how I did the math the numbers were not adding up. I text Mr. Johnson and I spoke with Mr. Johnson. He told me the store’s office assistant, Parker, handled all the numbers and that I should talk to him. I asked him to have Parker send me a breakdown of every purchase and every penny that I have spent in their store since August of 2013. I asked him to have it to me by 11 am on Wednesday, September 24, 2014. They did not comply. When I finally heard from Mr. Johnson, I asked for it again and asked that I have it by 2 pm. Once again, he did not comply. At 3:10 pm on Tuesday, September 24, 2014, Mr. Johnson sent me a text stating that Parker wanted a manager to explain the numbers. I asked them to fax over the information since, according to Mr. Johnson, they do not have access to email. I received the fax at 4:53 pm (See Exhibit G).

First, as you can see, the invoice shows that I did, in fact, pay for the television/gift card from Best Buy (See page three of Exhibit G). This is a blatant display of false advertising. It also breeches a verbal contract between me, the consumer, and Rooms to Go and Mr. Reginald Johnson. The agreement was that I would purchase the room package and in return, I would be given a “free television or gift card from Best Buy for the amount of the television.

Second, a 54” console was included on the invoice yet I never received that piece of furniture. In addition, I paid full price for another console that I did receive.

Third, the prices on the new furniture that I purchased to replace my original purchase were also arbitrarily lowered with no rhyme or reason (See page five of Exhibit G).

Fourth, if I would have paid full price for all the pieces in my original order (minus the television/gift card that was supposed to be free), I would have paid $3415.32 (See Exhibit H). That is $145.33 less than I paid and that is not even counting the discounts that were supposed to be applied to each piece due to me buying an entire set. Mr. Johnson said the pieces were discounted because we purchased an entire room set. With the discounted amounts, I would have paid $3092.62 which is $468 less than what I paid (See Exhibit I).

The behaviors and activities during this transaction were unprofessional, unethical and most important illegal. A company cannot advertise and allow their employees to represent to a customer that there is a free gift with a purchase and then make the customer pay for the “gift”. I hope that this discrepancy can be handled quickly and amicably between us. I hope that this instance is isolated and not habitual. I know this is not the type of reputation that Rooms to Go wants associated with its name.

Please let me know what you are willing to do to remedy this mistake.

This was the first email I sent RTG over a month ago (I attached the exhibits to the emails but this forum would not let me attach them). I have emailed weekly. I have called. I have tried everything I know to try. As of today, I have not received any response. I also have not received my new furniture (they are SUPPOSED to deliver it today). I went and talked to my attorney and am ready to proceed against them and I am also disputing these charges with my credit card company if RTG will not make this right.

BEWARE! Do not shop at the Rooms to go store in Mesquite Texas! I have had the worst experience! I ordered my furniture 3 weeks ago and upon delivery day guess what, the furniture is ALL WRONG! the delivery men first arrived and parked their delivery truck in the middle of our street blocking ALL my neighbors from entering or exiting, they then proceeded to begin assembly of the breakfast table and chairs in the middle of the street, again without any regard to my neighbors! After 30 mins. I am told that all the pieces are wrong for assembly of the table/chairs and it is recommended to me by the gentleman to refuse the order! I did just that and contacted customer service. I spoke with "Rose" and she told me if I don't want it I have to pay 20% restocking fee! Are you kidding me, pay 20% for your inabilities to deliver to me the correct furniture and or pieces! This is the second time this has happened with Rooms to go! I had this same issue with furniture ordered from them 10 years ago and I told myself never again! Well I just received my reminder! Needless to say I still do not have a table, I still can not get my money back, this place is a joke! DO NOT SHOP HERE!

You'd think if you paid $3000 for a leather sofa/loveseat you'd get what you paid for. Wrong. Apparently you get used furniture instead. Bought this set back in May, on Mother's Day actually. After bringing it home and opening it up, my husband and I found cuts on it. Also found spots that were peeling already. Had to wait for a service tech to come out, which showed up during a time that was already told was inconvenient for us. He got mad and left. After going round and round with customer service, they finally agreed to just switch it out and bring new ones as a "one time courtesy fee". Which I completely disagree with because their furniture was bought brand new (so I thought) and should have been right the first time, especially when paying so much. Got the new set, and it too was damaged. Didn't see it until after they had left though. Called customer service again and had to wait for another service tech to come out. They called last minute and cancelled on me. Never got a phone call from anyone to reschedule. Called customer service yet again. Talked to a lady that said to email her pictures and she personally would take care of it. Never heard from her. Called back again. They tried telling me I had to wait on a service tech again. Spoke to two different very rude people! Finally got a hold of the supervisor by the name of Mindy Cody that's supposedly over the Texas region. She scheduled replacements. This time my furniture was delivered and wasn't even in any kind of packaging. Yet again had cuts. One so big that you could put your finger in it. Refused it. Called the lady back. She said she would "red alert" them and send another. The new pieces arrived on Wednesday in the same condition as the last. Yet more cuts and sections that you could actually see were colored in. Took pictures of everything and sent it back with them. I have tried to reach this Mindy Cody lady since and can't. My husband has left messages and still nothing. I'm so over this situation! I just want my money back, which they have refused to do for me. I still can't even enjoy my furniture that I bought over two months ago! This company is a joke!

I purchased a furniture package back on march 8, 2014 to be delivered in my new apartment for our move in date on April 4, 2014. When the furniture came, the coffee table was to big (my husband is in a wheelchair and can't even get to the couch). I went to the store and talked to the manager- Herby who then let me purchase another TV console in place of the table. I paid the difference and received my receipt and delivery date which would be the same day as the rest of my original order(4/17/2014). I was then contacted that Friday night at 8pm saying that the purchase I made and paid for was an illegal transaction and I needed to either choose a sofa table or end table? I told him I would come into the store the next day with my husband so we could talk about it, because I wanted what I paid for and did not want to settle for something I did not want. When we arrived at the store, he stated that he knew it was all his fault and kept apologizing, I expressed that I was not happy, I had already paid and gotten a receipt and delivery info. He then stated that I needed to pick something else and that the sofa table that went with my set could not be delivered until June 15, 2015 if that's what I chose. But he also gave me the option of picking ANY sofa table in the store. I don't understand how a store manager can sell a person something then contact them a couple days later and express that it is a "illegal transaction"... Because I paid the difference in price for a TV console from a coffee table...mind you it was $178.60 more! I don't need a sofa table or end table! And my new apartment lease is for a year...I don't want furniture that I have bought and paid for 2 months into my lease/3 months after I bought the furniture! I would appreciate some feedback as I um unable to reach anyone in the company other than customer service and store manager who was the one who sold it to me.

Dear Rooms to go CEO. My wife and I would like you to know about the extremely difficult time we have had with a trundle bed that we bought in your store. We originally bought the bed in the summer of 2013. In December the bookcase attacked to the bed began to collapse. On inspection, I found that the bolts that were supposed to hold the bed up were never put in (they were in one of the bookshelves behind a sliding door). The only thing holding the bookshelf up was 3 small screws on one side that eventually cracked the wood and became loose because the larger bolts were not placed. The other side of the bookshelf was not attached at all (the bolts and screws were never put in). Needless to say, it was quite dangerous and we are lucky that it did not collapse on our 10 year old. I contacted Rooms to Go and explained the problem. While not rude, the customer service agent was unconcerned about the cause of the problem and offered to schedule a repair person approximately 2 weeks later. When I stated that I thought we should be prioritized since the installer had been negligent and placed our daughter in danger. The representative stated that “well you have had the bed for a few months and it wasn’t a problem.” I explained that it only recently fell apart as it took some time for the screws to strip. She offered no additional help or sooner appointment. The repair person that came was outstanding. He showed us what the incompetent installers did and made a work order to have the bookshelves replaced. He was quite concerned about the lack of professionalism of the initial installers. We were then contacted by customer service to schedule an appointment for a replacement bookshelf. We were offered no special accommodations as far as an appointment and had to wait another 10-14 days. The installers did not show up at all for the scheduled appointment and we were not contacted. I contacted Rooms to Go and was told that there was ice on the roads and our appointment had been cancelled. I told them that my business was open and when I cancel patient’s I have the courtesy to call them ahead of time. We were then rescheduled (no special accommodations or priority) for the next available appointment approximately 1-2 weeks later. These installers were supposed to come between 1-5 and showed up at approximately 9:00 PM. They called me to the truck and showed me a damaged book shelf and asked me if I still wanted them to install it. Of course, I told them no. I contacted Rooms to Go and was again given an appointment with no consideration for the repeated inconveniences or unsafe furniture that was originally incorrectly installed. I was repeatedly promised that the next bookshelf would be carefully examined before I took more time off of work to be present at installation. Approximately one week later, the next installer brought another damaged bookshelf that had not been checked. He called us to his truck and pointed out the damage so that he would not have to bring it in. I contacted customer service and told them to come get the whole bed and refund our money as I had missed hours of work, my daughter had been placed at risk and that I was extremely frustrated with this ordeal. Lisa Morris informed me that there was no return policy and that we could not send back the bed under any circumstances. I requested her supervisor’s name and she indicated that I would have to call back the following Monday as there was no-one available above her and no-one else would provide any other options. She arranged another installer at the next available appointment and when asked to expedite our case, she stated that that would cause them to over load the trucks and damage furniture and we would just have to wait for the next available appointment. She also told me that there might be some type of compensation for our problem but not until we had accepted the furniture. Ms. Morris also noted that we refused the replacement furniture 2 times. I informed her that we did not refuse the furniture, that the installers called us out to the truck and showed us the damage as they did not want to bring it in only to have us send it back. The damage was that evident that it was a waste of their time to bring it in. After being given another 4 hour window between 2-6 on Friday, February 28, we contacted customer service and requested that the installer give us a 30-60 minute courtesy call as I could not take another ½ day off of work (this would have been the 4rth time). The agent assured us that we would get a call one hour before the installer’s arrival. They showed up at 5:00PM with no prior phone call. They explained that they were never told to call us. Fortunately, Julio and Carlos were efficient, pleasant, clean and polite. They wiped their feet at the door without being asked (the prior installers did not do so even when asked, as we have new carpet). Julio and Carlos showed me how the furniture had been split and damaged due to faulty install and they were appalled at the lack of professionalism of the prior installers. The bookshelf was properly installed this time and quite secure. I thanked them for their professionalism.

Needless to say, I am appalled by your horrible customer service and lack of consideration for our repeated problem. The sales people in your store were extremely nice but your customer service agents could do with additional training. At this point, I believe the only reasonable accommodation is to refund our purchase price along with a sincere apology from your company. I am a doctor and lost much more time and money on this fiasco than the original cost of the bed.

Sincerely,

Dr. Glenn J. Bricken

[protected]

Addendum: I emailed this letter 3 weeks ago and never got a response. I spent another 30 minutes on hold with customer service and was offered a 50 in store credit. This is absurd as unless I get some type of reasonable treatment, I will never return to the store. I don't expect that anyone will respond to this email either but after I get ignored again, I will file it with the better business beura and post it any where that will accept internet reviews.

I want to file complaint against rooms to go. Brought set 3/31/2013 and when leather color coming off 6-9 months after purchase advised to go back to pick out another set. Did so at kissimmee florida rtg and at that time had not seen set liked. Salesman pointed out powered sofa with stndard loveseat and recliner chair manual. When reviewing order, originally asked to pay shipping but after argueing this told ok not to and then they owed me 50 dollars and put on store credit instead refundiong which I ok'ed as I latter planed to by my sons bedroom set. Delivery day time set 11-3 but at 230 called and told in unpleasent voice to wait it was within alloted time, instead of not being lazy and looking up for us. 310 called again, the rtg person was very wonderful on this call. I was told it read as already delivered, when wasnt. After 320 truck came after recieving call from rtg and my sofa wasnt powered. Called store where brought and was initially upset and aggrevated, put on hold over 20 minutes and manager told me to let him speak or couldnt help me and when I gave him that courtsey he stated they never sold me powered set, I had specifically asked about powered loveseat being included and was told that would be 200 more, but he insisted that was for the sofa and wouldnt replace. I questioned their deceptive sale and he yelled at me that he is honest and hung up on me. I called rtg 1800 number and told they would call on my behalf and to ask to speak to regional manager if a different person couldnt help me. This young woman was also wonderful and so compassionate! She was kind and understanding although she really couldnt help me other than what she told me already. I spoke to regional manager who acted like they sell to millions and they are heroes for even replacing the set! I was given option of 100 to get powered and refused my money back when I explained I didnt want set. I complied so I would not loose my 50 dollars and wouldnt be left with damaged sofa set. My advise to rtg— it is the individual who works long hours to get their money and we should be sold a quality product as an individual. 50 doallrs pays our gas and takes people a few hours to work for. Rtg should understand that we arent the rich people or we wouldnt be buying there. They work to obtain the common man and shouldnt act like heroes for doing the right thing and replacing damaged couch, especially one less than a year old. We shouldnt learn 1 year later we were charged for warrenty we didnt know about. You should also understand frustration and not have lazy people who cant take 2 minutes to look something up at 1800 number and when people try to question something, we shouldnt be yelled at or hung up on. These little people are the ones who make you millions of dollars and our voice and what we say in word of mouth can break or make a company. Rtg makes the little average consumer feel let down and like they have been taken advantage of.

My husband and I recently bought a cloth sectional from rooms to go. From the very first moment they dropped it off it was already broken! The ottoman pull out drawer is covered to look like the rest of the ottoman, but the facing wasnt even attached and six sharp nails were sticking out not attached to the drawer. I called immediately because we have five children one being 8 months. Then after they dropped it off they wouldnt even put the sectional pieces together. I asked them to please finish putting it together and they said;" mam, thats not our job" I was so pissed so I had all the pieces in my living room and a broken ottoman that they wouldnt even take back, they said I had to call customer service. After this they replaced the ottoman with yet another broken ottoman, this time the wheel keeps breaking, I have called yet again and they finally sent a technician out, it was working for a month or so now it is broke again. Then the seam ripped perfectly on the recliner so we called someone again and can you believe this technician came and got a needle and thread out and sewed the rip together. It was wear the recliner and cloth part meets the seam so it was another faulty piece of our sectional. At one end of our sectional is another recliner chair, the backing sticks out and isnt connected to the back of the couch. On my recliner the left side droops as if there is no filling or spring, and the foot of the recliner makes noises because the wood part isnt connected to the cloth it just hangs there. We havent even had this $2700 sectional 6 months and its been falling apart since the first day. I have called rooms to go in austin tx several times asking them to please take it back and refund our money and they refuse to do so and have stopped calling me back and sending technicians. I can not believe the way rooms to go handles these matters. They just dont care. This is been the worst experience ever and recently we had one open up near us and I tell everyone our story. Never, ever buy from this junk over priced furniture store!

I purchased a childs set, bed, trundle storage, chest and dresser with mirror. The dresser has had four service calls. Last visit the tech said he couldn't do anything fault was from usage! This is a four year old girls furniture, has not been used much at all. The drawers are cheap and fall apart, tracks come off the drawers and you can not open them. This is awful furniture, was quite expensive. They are sending a repair tech back out...I will follow up. Be careful if you purchase from this company, they do not back the warranty on your contract. Rude service tech.

Whento rooms to go, tampa florida on 1502 north dale mabry hwy tampa florida. , I bought a furniture set on july 2, 2013 they deliver on july 6. When they came, the sofa was missing 2 pillows and the ottoman was rip off on the side. I when to complaing about no one want to do nothing about, I went next day on july 10, 20013. And they tell me that the manager was in the metting, we foumd out that he was off that day. So a old lady, she said she was the office manager and she tell me that she can not do anything just wait, I tell her that is not fair that I have to wait and keep taking time off from work, she tell me that was not her problem, then I tell her to cancel evrything that I bougth, and she said that she cant not do that and tell one of the sales person to take me and my significan other out of the store cause she was done with us, I tell that sale guy that we need to cancel what we bought and he said he can not do that, that he is a american and he can do what ever he want in the store and he was point it finger on my face, that we need to get out of the store. I will never go to that store again. That is a really bad customer service.

I purchased almost $7, 000 in furniture from Rooms to Go and was satisfied with the products until my dining table bench started tearing and cracking. I still had warranty, so they replaced the bench seat with no problem. My warranty expired 3 weeks after this. A month later, the threading started coming apart on the bench seat that they replaced and the buttons also started popping off. I called to see what can be done about it and was told the best solution would be to open the yellow pages and hire some kind of technician because there was nothing that could be done since my warranty expired. This was verbatim. I asked the customer service rep to repeat what she said because I couldn't believe what I heard and of course she repeated it. I have never been so disappointed in a furtniture purchase like I have with Rooms to Go. I understand that my warranty has expired, but to replace a piece of furniture and only a month later to have problems with it and refuse to do anything about it is in my opinion poor customer service. The couch I purchased also started cracking and tearing recently as well. I've heard several stories about poor quality of furniture from Rooms to Go before I purchased, but the sales person was extremely nice and I was impressed by their displays, so we purchased the furniture. Sadly, I am disappointment in the quality and recent customer service that has been provided. Unfortunately, I will not be purchasing furniture from this company again and neither will my family or friends who I have warned about this. I call this a lesson learned.

I went in to rooms to go in McAllen TX with the purpose of buying some sofas there was only about eight costumers in store and the whole floor was full of employees I was looking at the furniture hoping an employee would come and acknowledge our presence and let us know about there store deals seams like they were not interested in selling to us based on the way we looked we had just come from a walk at the park and I was wearing tennis shoes, husband also, a couple walked in nicely dressed and everyone started asking them if they needed help, it made me feel so low after all I walked in there with the purpose of taking some new furniture home but I left the store empty handed with a very bad impression of the store:(