Rooms To Go

I just purchased 4 Dual Power LAF Recliners, from the Rooms to Go in Round Rock TX, and asked if we could return them if we weren't satisfied. The sales rep advised that we had 30 days, from the delivery to return these items. 10 minutes after delivery, my 24 yr. old daughter sat on it, to try out the recliner, and we heard a pop. The recliner pulled to the right, as if something had broken. Called their customer service, we had to wait a week in order for a service rep to come out and look at these paper weights in our living room. Called Customer Service again and advised them that we wanted to return them, was advised that I needed to call the store. They told me that they did not have a return policy. The only way we could get these replaced is if the service rep deems it unfixable. This is CRAP. The product this company sells is crap. l DO NOT RECOMMEND THIS COMPANY TO ANYONE. BUY YOUR FURNITURE SOMEWHERE ELSE. Sales rep will lie to you, to get their commission.

I purchased over $4,000 of furniture from them. The accent pillows they had displayed on the furniture did not come with the furniture and they would not let me buy them. They told me to contact RTG directly. I have and they wont respond. The brand of the furniture is H.M. Richards, do I contacted them.

I just need these pillows as shown in the store to complete my set. Why can't someone tell me where I can purchase?

H.M. Richard's swivel chair - multi color.

RTG SKU [protected] Brookview Heightss - I think the SKU for the pillows is12196855

Order number [protected] Phone number-[protected]

On September 11th, 2021, We purchased a 5 pc bedroom suite ($3636.10). We were told it would ship in 2 different orders. No problem.

1st delivery - came (the head board and tall dresser). Head board had a black stain and the slats did not fit. They were too small. Husband refused them. Husband took day off at work.

2nd delivery - Headboard was damaged. Husband refused them. Husband took day off from work.

3rd delivery - Headboard delivered. No issues. I took the day off.

4th delivery - 2 night stands and dresser delivered. One night stand with stone top. cracked. I refused it. I took the day off.

5th delivery - scheduled for 11/17 from 1pm to 5pm. Expecting 1 night stand to complete the set. Did not show up. No phone or text received. Husband checked the tracker. New schedule time was 7:30pm. Continued to check tracker. Time kept getting pushed back to 8:50pm -9:00 pm.
9:15pm, husband received a phone call from supervisor stating she was calling to reschedule. She was following up on a phone call from the driver. He was suppose to have called to tell us he was not coming. He never did. Husband told her he did not receive any phone call. Supervisor was not apologetic at all. Husband told her he was going to call customer support, she didn't say anything but tell us that we now have to wait for the last item to be dropped off again, from 9am to 1 pm. I took yesterday off from work and again today.

6th delivery - Scheduled at 9 to 1 pm. Drivers came at 8:25am. I asked the guys what happened to the delivery last night and driver said his phone died. I told him dispatch told us that you called us and he said, "I couldn't call, my phone was dead". So not only did we get a unapologetic supervisor (dispatch), she lied to us.

We have taken 6 days off to receive unacceptable items. Everything is "Peachy" when you walk in side of a Rooms to Go store. We are greeted as soon as we get in. All through the store we have sale people asking us if we have any questions. You're deliveries and follow up people is what is the problem here. If I do not hear back from anyone regarding this issue, I will be posting on every social media outlet why "not" to order from RTG. We have spent some hard working money to buy a "dream" set. Disappointed on how items are not checked until they are actually delivered. By no means am I upset at the delivery team. I am upset, because there was a supervisor who was assigned and clearly made notes of all the problems we have had. Waiting 3 months to complete a bedroom set is just not worth it. Taking 6 days off from work is also unacceptable especially because we have no idea what the quality will be.

We've shopped at Rooms To Go before and never had any issues. The issues we had, no communication, lack of empathy, the missing of 6 days of work and obviously the dispatch's lie last night is not what we thought we were investing in. We don't expect to hear back.

Never again...

Christine and Tom Wayland