Rooms To Go review: Lack of execution

I have entered a Rooms to Go store once in my life, and that was 10 years ago! The $5,758.76 I spent on my first and only purchase from RTG was on November 22, 2024. Let me start at the end and then if you are interested, you can read why I came to my recommendation that you go somewhere else to shop.

There are much better values out there than RTG. I base my conclusion on the fact that they must use high pressure commissioned sales staff to sell the really profitable add-ons like extra warranties and delivery upcharges. I ordered on-line expecting to waive a salesperson's commission but as it turned out, a salesperson from a store 440 miles from my home called me, his name was Muhammed Hussain, in Frisco, Texas. So much for on-line ordering. The way it is set up is as a sales referral portal, not true on-line ordering. This guy was telling me how the $500.89 “RTG free delivery” charge was because the furniture came out of Houston, he was saying what a good deal that was to hire 2 people to just come to Del Rio for delivery. Then he spent an inordinate amount of time trying to sell the extended care warranty (I didn’t buy). Since I’m talking to a real live person I ask for a better price since I was buying multiple items and paying in advance, all to be delivered at once. He told me that this furniture was well made in the United States. He did not offer me any discount on the furniture, it was beyond his control. BTW, I later learned that my upholstered furniture was made in China. Now, here’s what happened after the sale (which I paid up front when ordering!); I was told that the two ottomans were out of stock and I would wait two months to get them, I accepted this reluctantly. So, now, remember, I ordered and paid on the 22nd of November. My $500.89 delivery charged order was not going to be delivered until the 16th of December! So much for two people in a truck bringing a “hot shot” to Del Rio. As it turns out, two guys did deliver it, they were from San Antonio, 150 miles from my home in Del Rio. They had four OTHER deliveries to my neighbors here in Del Rio as well, they told me. That said, I had gotten a phone call from someone from RTG the previous Friday to tell me that the coffee and end tables I ordered and paid for were not in stock and would not be with the 16th delivery. Then I was told by that same person they would bring them on Friday, four days after my Sofas were supposed to be arriving on Monday. I said if that was the case, then it was okay to deliver the Sofas. When Friday came, no one showed up! So I called the salesperson in Frisco, Hussain, and he checked and said that they should not have told me that. The next delivery would not be until the 13th of January, 2025, I should wait until then! Well, that was a problem because I had already emptied my living room and now I was missing furniture that I was told I would have. I told Hussain that this wasn’t our deal, that I was not given a chance to cancel the order and I would expect them to compensate me for the miscommunication on their end. He said he would talk to the manager, Jeremiah (by the way, I just called the Frisco location to ask for Jeremiah’s last name and Deidra told me she was not allowed to give me his last name) and in the background I could hear Jerimiah talking to Hussain. Hussain was told to tell me to wait until I got my entire order and then to call him back, he said the store manager would “take care of me”. I asked him what compensation he was talking about, what amount, and Hussain assured me they would take care of it. So, I finally got all my stuff, January 17th and called Hussain back (three times) and he said he would talk with Jeremiah. Two days later I got an email from Jeremiah offering me a $50 Store Credit, store credit! I replied that I expected something a little more in line with the delayed delivery, the amount of the order and the miscommunication. Jeremiah never responded. I called Hussain again and told him this was not acceptable and suggested a better offer. I sent him a text outlining what I thought was fair, concerning the circumstances. He said he would talk with Jerimiah. Hussain nor Jerimiah contacted me. I contacted the RTG Customer Service the 29th of January via email, with attachments, and Morgane Hinde from CS asked for more information. Here was my answer to her;

What? I attached a document with 7 pages. I have attached them again to this email.

This whole problem is that RTG has a disconnect from its customers. Processes that you built into a system that works for RTG, not necessarily for the customer. I feel like I've been steamrolled over. I'd ask Frisco why they won't call me back; they work for you! Please call me so I can fill in the spaces not understood.

Well, soon after that, I got a call from the Frisco store manager, Jerimiah. He said that was all he could offer, take it or leave it. That when this happens with a customer, there is no consideration given. Nor would he do anything else. He seemed to me quite put out that he even had to deal with this. He even told me he didn’t see the request that I had sent Jerimiah by text 5 days earlier (that’s called plausible deniability)! The attitude was, leave us alone, we have furniture to sell to someone else. We are through with you.

My offer is in the attachment sent to RTC CS and in the text I sent your sales person. I would like very much to see it fulfilled, even though Jerimiah said it was impossible. I see the impossible all the time!