I purchased a Tempur-pedic mattress from Rooms to Go. The salesperson repeatedly told my husband and I we could "return" the mattress within 90 days if we weren't happy. After 5 days, I visited the store to return the mattress. The store manager told me I could only exchange it.
I explained that Tempur-pedic allows you to get a refund if unhappy within 90 days and his salesperson had said we could return it within 90 days. He said if I didn't like it to call customer service. I called customer service and was told to return to the store because a store manager could give me a refund.
When I returned with that information the store manager referred me to another store manager. The 2nd store manager told me I wasn't stating factual information because his salesperson would never say such and neither would customer service. I was referred to the regional manager.
The regional manager didn't return my call for serveral days, so I called the corporate office. The corporate office called the store and left a message for the regional manager to call me. After a week of not hearing from the regional manager, I filed a notice of dispute with the corporate office. The corporate office called me about the notice and told me I could only receive an exchange.
The corporate office stated the return policy was on the back of the receipt which stated you can get a refund within 48 hours after purchase (not delivery). I explained what the salesperson had told me and how he printed the receipt and put it in a Rooms to Go envelope. I didn't look at the receipt until I wanted to get the refund as I'm sure is common with most consumers.
Rooms to Go is purposely deceiving consumers. The salespeople state "return" not "exchange." They print receipts and place them in envelopes which hide their return policy.
Bought a Power Lift Recliner with a 3-year warranty contract in April 10, 2021. Delivered finally in Mid May. Total paid was $913.76. After using the chair for about 6 weeks, I went to get my hair cut (I have light gray hair), my hairdresser asked me if I was dyeing my hair brown!!
Come to find out, the dark brown color was coming off of the chair and getting all over my hair, my cover that was on the chair and arm rest covers!! They came and tested it , took pictures and told me I would be getting a replacement chair, but not till December!!
I called today and they said now it will be Jan 8th, 2022 AND the warranty doesn't start with the new chair!!! The warranty just continues from when the first chair was delivered in May!!
I have bought other furniture from them over the years and have had problems with all units. First recliner I bought had to be restuffed 3 times as the seat padding kept sinking down!
Bedroom set I bought was damaged and the knobs on the dresser have never been tight.
I purchased an outdoor fire pit. The product has rusted out in a year with an outdoor custom cover over it. None of the internal items are made of stainless steal and the product is about to break through and onto the propane tank below. It's very dangerous and the company isn't taking any ownership of the issue. I've reached out and asked for support.
I purchased well over $3K in product from them on that day with this fire pit. They didn't even offer a discount coupon for a new one.....horrible company. Terrible product and down right scary on how they are handling it.
Two delivery dates given and not met. Made us wait and no one picks up the phone - absolutely no one - tried customer service, store phone, the phone number from where delivery computer called - expect al money 1-3 months in advance. They have been using my $4,000 for 3 months and I haven't seen yet anything plus wasted my times - 6 hours two days each total 12 hours.
I have already heard from my neighbor who also received his merchandise late but quality is poor and incomplete. I will have to check the quality of my furniture if and when I receive. Be very careful with this company. Just a cool website but so quality product and service
My experience with Rooms To Go has been a fiasco, mostly the delivery and the fact that everyone I talk to lies to me. Furniture was delivered Wednesday, July 17. They discovered that there were not enough bolts to assemble the bed so I called RTG Customer Care (RTGCC) immediately and I was told my bolts would be sent overnight and the minute I received them “tomorrow” to call back and they would get someone out ASAP to finish the delivery.
Plus, they left the biggest mess with pieces of styrofoam all over my bedroom plus big chunks of styrofoam in my front yard. Unfortunately I did not think to take pictures. They did set up my Tempur-Pedic frame and mattress so we didn’t have to sleep on the floor. The headboard is still in the box leaning against my antique cedar chifferobe. Footboard is under the Tempur-Pedic mattress along with a stack of wood and another long box of something (I can only assume and hope it’s the wood frame).
On Thursday, July 18 evening when I had not received my overnight package, I called my sales person who gave me the tracking number to my bolts and I explained to her the mess they made. She was going to talk to the manager about a possible delivery fee refund. I have heard nothing if that was approved or not. The label for my overnight package wasn’t even made until Thursday morning. Obviously, not going to be “overnight “. I called my sales person on Friday, July 19, left a message on her cell phone and one with the store (Hoover Alabama), NEVER returned my call.
I did not receive my overnight package until Saturday, July 20. I called RTGCC immediately to get someone out to finish the set. RTGCC explained to me there was no one available on Saturday and the first date available would be Friday, August 2. I informed her that was unacceptable and hung up. I called the store manager (Hoover Alabama) on Sunday, July 21 and explained ALL I had been through and he was going to talk to some manager somewhere (I forget who he said because I assumed he would do nothing) on Monday and he would call me back and let me know what he found out.
I still have not heard from him. I called the store Tuesday, July 23 evening and left a message for the manager that he either get someone to assemble my bed immediately or come get all of the furniture. He did not call me back. I see a pattern here, don’t you? I received at call from RTGCC, not the manager, Wednesday, July 24 (been a week since delivery) to set up a day to assemble the bed. I was informed that you, RTG was only in my area on Monday and Thursday, though the first RTGCC was going to set it up on a Friday. My “finish this nightmare” date is August 1. 2 weeks from delivery. On what planet is this acceptable?
I don’t think I’ve ever been treated this badly and lied to and ignored this many times by anyone, ESPECIALLY not a business!!!!! I have to squeeze between the headboard and mattress to go to bed each night and my husband’s pillow ends up between the Tempur-Pedic frame and the wall, knocking his alarm clock off in the floor because their is a 5”-7” gap between mattress and wall because of NO HEADBOARD!
Rooms to go Purchased 2 couches suppose to be leather in 2017 in 2 years they are falling apart and paid $2000 the leather is thinner then paper and it’s all falling off we want a refund they haven’t lasted 2 years they will only give us a 1000$ credit to buy in there store they are nasty order no.18866650 and ticket no.115616 Marie franca 941-330-6351
I bought a sectional and dining room table from Rooms-To-Go two years ago. Five of the chairs were correct, one was a different color and style. They exchanged it but it took three weeks. It was kind of a red flag that they don’t expedite after they make a mistake, but I was ok with it.
About 6 weeks ago, I bought a bedroom set from them. They were supposed to get here from 3-6 PM. They call at 1:37 with “We’ll be there in 11 minutes.” I said I’m not home, I’m at work, you’re supposed to be here after 3. “Well do you want to reschedule?” No I don’t want to reschedule! I want it today……after 3. I’m not cancelling my delivery, they are missing the window. They had to call me back but eventually agreed to bring it today, AS SCHEDULED, like they’re doing me a favor. Whatever. Still all good.
One of the nightstands was broken. I call to let them know, and they reschedule……for two weeks later. I’m really annoyed at this point, they just don’t care when they make a mistake, and they’ll just bring it whenever it’s convenient for them. I make arrangements to be here for the delivery today. …….wrong color. We don’t accept it. We still have the broken one.
I call again. They reschedule for 8 days from now and ask if there’s anything else they can help with. I say, well, this is the 3rd day we have to be home, we bought this in February and are getting it in April, that’s assuming it’s right next time; I think I should get some kind of credit. I get put on hold. They come back with their offer, they say they don’t normally give comps (again like they’re doing me a huge favor for them screwing up), and offer me $25. ……this is a $4500 order from a repeat customer who spent over $10k within the past two years.
I said that’s not good enough. It’s kind of insulting. She transferred me to the local store for some reason. I explain what happened, and am told they have nothing to do with that and I need to call customer service again. I said I figured that, and don’t know why they sent me here.
I call the hotline back, explain everything again, and get put on hold. Again with the “you’re lucky we’re doing this” attitude, they double the offer to $50. I ask if having to wait this long for my furniture and losing an extra two days of my life is only worth $50, I was told “yeah.” She tells me they are not responsible for lost wages. I didn’t ask for my wages, I’m just asking for a couple hundred bucks for all of the inconvenience.
So their offer, and what I was requesting, was a $150 difference. I hope that was worth losing a customer for life. I hope whoever reads this thinks twice about using this company. Do yourself a favor (instead of letting them act like they’re doing one for you) and shop at any other furniture store.
If you are EVEN THINKING about buying something from Rooms To Go PLEASE read this message in its entirety! If I did not have a son with Autism I would NOT wait for this bed but would instead get my money back and go ANYWHERE else to buy a bed!!
My original Post (which, I can’t seem to find) and it looks like “Rooms To Go” Just deleted EVERY post probably because EVERY post was about their HORRIBLE customer service!!!! I promised you (Rooms To Go) that I would “Yell it from the highest mountain” until I received my order, which I have PAID IN FULL and still have NOT received. I will start by re-posting my original post and then I will follow up with the messages from their POOR EXCUSE of a customer service. You see, we (the customers) post how unhappy we are on their FaceBook Page, then the post on that post a Happy Little Message saying “How sorry they are that we have had a problem, please send us a message to [email protected] and we will be happy to help you”. Well, I did and below you will see that JUST LIKE their HORRIBLE phone customer service, they DO NOTHING to FIX THEIR MISTAKES!!!!
And Rooms to go Facebook Page Monitors…. You can erase this message too, I am copying it and I will just keep re-posting it here, and there and EVERYWHERE, including the Better Business Bureau, WRAL, Community Pages…
ORIGINAL MESSAGE FROM ME: First Posted on RTG FB Page, Then copied and sent to their “Customer Service email”
I am so disappointed in Rooms To Go, especially after talking to another disgruntled customer who almost has the same issues with your company. she got her bed, the NEXT day because as she said "She cursed up a blue streak,
and told them they better cancel whoever they were thinking of sending her bed to" Well, I did not curse but maybe I should have because, it seems, they ARE ABLE to resend out a bed after it is not delivered.. I was told by
Anna that that would NEVER happen. furthermore when I asked, politely but sternly (and in tears) to talk to her supervisor, I was told that she, Anna, was the Top of the line..
My delivery (that I had already waited over a month for), was supposed to be delivered on Tuesday March 13th, they called me on Sunday and told me that my delivery would be between 7am and 1pm.
I took the day off, I teach dance and my days of teaching are limited but when I do work I make $200 a day, I took the loss to make sure I was there to have the bed delivered.
At about 12pm, I received a call that the delivery would be delayed until between 1pm and 5pm, I told the dispatcher that I had to go to work at 5pm (I also teach at night running a dance for youth and adults with special needs, I could not just NOT show up) could they please make sure that it arrived before 5pm, he put me on hold and then came back and told me that would be fine and that would call just before delivery.
At 3:30pm I called because I had not heard anything, at that time they told me that the driver had 3 more stops before me.. I was distraught because I could see that they were not going to make it before I had to leave.
I have a son with Autism, the bed is for, and his Aid agreed to stay at the house and wait for the delivery. She was there from 6pm - 10pm, no one came,
no one knocked on the door, no delivery! My husband was at the house from 5 - 6pm so there was no window of "No One Home"
On 8/18/2017 my wife and I went to Rooms To Go to purchase a living room set. We picked out the set that we liked. And schedule a delivery date. Shortly after the furniture arrived I noticed that sitting on it was uncomfortable. The pillows would slide forward lift up and separate syncing you into or pushing you off the couch. It would happen no matter whether you were large or small. Even the children with sink between the cushions. So I removed the pillows to examine the couch and notice that the springs sat extremely high towards the back causing the pillows to tilt at an angle pushing them off the couch with minimal assistance. At which time I called Rooms To Go to complain about the couch. I was told that they would have to send a technician out. A week later the technician came out and confirmed my suspicions. I was told that they would be back in contact with me shortly. After a month-and-a-half of not hearing from anyone I called only to be informed that since there was no defect with the sofa and loveseat that there was nothing they could do. I explained to the lady that this was not an issue of defect as much as design flaw and that i am not happy with this living room set and I would like to trade it for something else. She informed me that at this point it was too late to do such a thing. Leaving me stuck with a brand new uncomfortable and unfunctional furniture set. Furniture that performs this poorly makes it hard for me to believe that I am the first person to complain to them about it. And the fact that they continue to sell it is robbery. I am disgusted with Rooms To Go unethical business practices and I would never recommend anyone go by there cheap junk.
On 1-10-2012 I purchased one sofa and two chairs that were sold as 100% leather except on the back of each. I also purchased the protection plan, since this was recommended by the sales person. Since this purchase I have been a "s****.>
Approximately the same time period i discovered this damage I received mail advising me of a class action suit against the parties affiliated with Rooms to Go that were used for my protection plan of the furniture. I had not received any information from Rooms to Go about this situation. I therefore went to the Rooms to Go store in Bradenton, Fl. where I had purchased it. I asked for a Manager and met up with Mike Duncon. This was about October 13, 2017. When I described my damaged furniture he immediately said he was well aware of it and they had stopped using the manufacturer because they (Rooms to Go) was under the impression it was genuine leather also. He said they had numerous issues with this and Rooms to Go set up a special Dept. to handle the complaints.
He provided me the necessary web site info to make a claim. I asked what I should expect as a result from this. He readily said they will have me submit photos to them, they will review them and contct me with a decision. He further explained they would send me a voucher for the full amount I had paid and I woud bring the voucher back to the store to pick out my new furniture. He said they would deliver the new furniture to me and pick up my older furniture. This pleased me and I felt happy with my dealings with Rooms to Go. I also spoke to a sales woman before leaving and she told me the same thing Mr. Duncon told me as far as the replacement of my furniture with a voucher for the full amount. It should be noted that this is first time I heard anything about my furniture being defective. Obviously Rooms to Go was aware of it but failed to contact its customers.
On about October 16,2017 I emailed [email protected]. I was advised to send them photos of my furniture. I did immediately. I recived acknowledgement from them they received the photos. A week later I received another email requesting more photos which I submitted to them. They said they would contact me with a decision in five days. I didn't hear from them for over a week so I called Customer Service and spoke with LaurenAshely Wilkerson on 11-6-17 at 1:20 PM. She told me that they were going to allow me $611.00 for my sofa and $574.00 for my two chairs and I would have 30 days to complete my purchase or lose it. She said this would be effective between 10-26-17 and 11-26-17. This would only give me about 20 days since they hadn't notified me. She said I would also have to pay delivery charges. I then returned to the Rooms to go Store and spoke with Ruth (Office Manager) and Brian Franklin (Store Manager) Both were aware of my settlement but said they couldn't do anything because I had the furniture so long. They admitted about the known faulty leather also and said it wasn't up to them to let customers know about it.
Since this furniture was frudently sold to me as being 100% leather I don't belive the length of time matters and that I should receive full compensation.
I purchased a suite 13 months ago from the outlet store, the chair collapsed.
I requested that someone should come and check it out and advise.
I contacted the Better Business (BBB) and this is there response.
Rooms to Go Response:
Our office has had the opportunity to review the account in its entirety.
We are aware this purchase was made at one of our Clearance Center where the merchandise is sold "AS IS" and carries no warranty. In addition, this merchandise was discounted. Our customer did not pay the original retail price.
On behalf of Rooms to Go, we apologize for being unable to pursue any action for the reasons explained herein.
Thank you for your understanding.
Sincerely,
Lourdes C.
Presidential Assistant
I contacted the Manufacturer directly HM Richards and they stated they will send someone to check on it.
So don't rely on Rooms to Go, they try get out of it.
I bought a bed from Rooms To GO/Acceptance Now. The bed or (partial bed) was delivered on Friday 06/30/17, where I had to take the day off to sit and wait. It was missing pieces that made it unsafe for my child to sleep on.
They first tried to convince me it was ok for my child to sleep on it until they could get me the other pieces. I asked if they were going to accept all responsibility for any damages or medical injuries due to sleeping on this bed as is. They quickly changed their mind on that.
After going around with when they could get the rest of the bed to me, they wanted to charge another delivery charge. At this point I said forget it and come get it. It took another 6 phone calls, 3 hours and me going down to the store before they would cancel it. So, pick up was scheduled for the next day Saturday 07/01/017.
When we woke up there was a message from the delivery guy stating he left the rest of the bed on our porch at 6am. I immediately called the warehouse to let them know they were supposed to pick up and not drop off. Of course, they had no record of that. Almost 2 months later and after over 30 documented phone calls to their corporate office including operator IDs and numerous Ticket #s for various issues, I have never received a response from anyone. On August 23rd I was contact by the police, stating that they are filing Grand Theft on me!?!?!?
I explained everything to the officer and he sat in their office and on speaker we set a pick-up date for 08/26/17. They did not show or call. I have sent the officer down there 3 more times to talk with them. They have not scheduled anything else.
Today 08/31/17, I received a certified letter from Amanda Pratt stating that I have had no contact with them, and I have 5 days to contact them or they will take legal action. Amanda Pratt is the same one who filed the police report, and the officer has been talking to. By her own police report and documentation that can be proven false. I have filed complaints with Rooms To Go, Acceptance Now, and the BBB.
They still will not respond or come and get the bed, I feel like I am being bullied because somebody does not want to do their job. I have turned to Social Media. I will post everywhere until I get a response from upper management and this gets resolved! This company is a joke! #roomstogo #acceptancenow
Purchased a high end leather living room set 01/17/2016 from rooms to go in kennesaw Georgia. After a year I noticed the leather under the recliner foot rest was separated from the stitching. Filed a claim and took a day off work to have their technician come out and document his findings. He said rooms to go would contact me within seven business days. After not hearing from them in over two weeks, I called them. They declined the claim stating that tears are not covered. I have clear pictures showing the leather pulled out of the stitching. After paying $3350.00 for the furniture and an additional $465.00 for the extended warranty, I feel lied to and cheated.
Fraud, corporate-first, customer-second, complete ripoff, will never believe their fake advertisements, the same as fake news media. I paid over $4,000.00 for furniture to be delivered at my apartment and even after reserving the elevators, waiting for them downstairs, having spoken to the delivery company hired by Roomstogo, I was told that the delivery people left because I wasn't at my apartment. This is so untrue. Who knows what happened to the delivery people?! Roomstogo, instead of helping the client get their benefit of the bargain, by getting a refund or having the delivery done "again", they instead alleged that the furniture is considered delivered unless they have the furniture back in their warehouse, that I would not get a refund until all of the furniture has been returned. Essentially, ROOMSTOGO does not care about their customers - they only care about money and enjoy the habit of being unjustly enriched - ripping and deceiving the public.
As of today, I have been denied a refund and essentially, the burden of proof had been placed against the customer - while they get to keep over $4,000 dollars, I'm at my home without any furniture or anywhere to sit. Fraud, fake ads, and misrepresentations, putting the customer last, basically summarizes ROOMSTOGO. I will contact my local government officials to advise them of fraud that ROOMSTOGO has committed. As stated, I paid over $4,000 dollars in furniture, i waited for over two weeks for my furniture, spoke with the condo management and paid them $550 for elevator reservations, stayed in the lobby waiting for them, spoke to Roomstogo and their delivery agents, all the while I waited for my furniture, and yet I was lied to when delivery could not be made, I was told that I was not there, I was denied a refund, and I've had to file multiple claims to maybe get a partial refund. On top of that, they said that they could not refund the delivery charge- what delivery charge if I never got anything? Well, that's ROOMSTOGO - they rip you off, lie, covering their asses, and delegating downward to people that don't even know what day it is. ROOMSTOGO will soon become bankrupted if they continue to use these fraudulent and deceitful tactics - they don't deserve to profit from poor people that buy into they fake ads. Plus, most of their furniture is of poor quality made in third world countries.
Delivered my sofa all good until they were leaving and while They were removing the plastic cover they left me holding the door they ripped the storm door off and then asked me to sign the delivery sheet. They just left me holding the door and said it probably fell off before. Well it never did and Lowe's are the people who installed it. Called rooms to go and they said they didn't have anyone to come look at it or fix it. They told us to take pictures and get someone to fix it. So we did and then when we sent the pictures they said they weren't paying us for the damages because they didn't think the pictures were conclusive enough . So much for room to go. Don't buy you don't know what's going to happen.
We purchased a formal dining set with 8 chairs and breakfast table/chair set from ROOMS TO GO on Feb 2014. We paid more than $3000 for both sets and purchased a 3-year extended warranty for the sets. Within 2 years of the purchase the dining chairs seats’ faux leather started peeling off and one of the breakfast chair base came off from the frame.
We contacted the extended warranty company on 12/2016 and the technician came out to visit on 01/2017. He was uninterested in checking the issues and did not even take a look at the Breakfast chair issue. I did not hear from ROOMS TO GO for 2 weeks and contacted them on 01/20/2017. I was informed that both claims were denied because the issues were not due to manufacturing defects. The technician made this determination even tough 6 out of 8 chairs in the dining set has the same issues AND HE DID NOT EVEN TAKE TIME TO INSPECT THE BREAKFAST CHAIR. I feel ROOMS TO GO sold me cheap goods and on top swindled additional $300+ by selling me a worthless extended warranty.
I am planning to contact State and Federal agencies about the deceptive selling practices, especially their extended warranty.
I made a purchase of two rooms of furniture on 2/25/16 and paid 2450.28 CASH in full. This purchase included a 5 piece living room set and a 3 piece bedroom set. Shortly after the dresser was set up in my home, I began to smell something weird coming from it; Like a old, musty smell. I dismissed it. I did'nt think that there would be anything wrong with a dresser that I just purchased. I figured the smell would subside after a while. Fast forward...months have gone by at this time. I cleaned and cleaned in my bedroom, but the smell remains. Now over the last few months I have noticed a change in my health that I had no idea was connected to this dresser. I have been snoring heavily and having a hard time breathing in my sleep, headaches, sinus pressure, occasional nose bleeding, tightening of my chest, wheezing and constant coughing throughout the night. My bed is literally a few inches away from the dresser.
I am asthmatic and have been since an infant. I just equated my symtoms to change of seasons and allergies.
Well friday night 12/2/16, I decided to out my bed and dresser to clean in an effort to figure out why I kept smelling mildew/mold. Then there it was, I discovered mold growing out of the wood; along with live mold spores growing all over the back panel of the dresser. The fact that I have been laying inches away from live mold, with a ceiling fan on circulating this in the air; this would explain why I have been slowly getting sick, my signficant other had been experiencing sinus issues, and my healthy, vibrant yorkie also recently became ill, and her visit to the ER could not pinpoint what was wrong.
Saturday evening @ 4:43pm 12/3/16, I contacted the Rooms To Go store location. I spoke with the office manager Beth who stated that she would reach out to customer service and have somone call me since I made numerous calls and was not getting through. I was told that there was nothing that the store could do. Over the past week, I have made numerous calls to customer service. Instead of them understanding the issue, they were rude and defensive and also did not really take an interest in helping me.
On 12/6/16, I contacted my property management and had the maintenance supervisor come out to check for leaks, moisture and mold in the apartment. All tests were normal. Not to mention, I live in a community that is new construction-built in 2015 with green initiatives. I also have paperwork to back this up. The only thing in the apartment with the mold is the dresser that was a part of this purchase. Between 12/3/16 to today 12/12/16, I have lost count of how many times I have called. I contacted the corporate office and asked for a higher up there, and was told no that I needed to speak with customer service. I finally got tired of calling customer service and either getting no answer or no help and reached out to the store manager Joe @10:05 am on 12/7/16 . Joe swore that eventhough the transaction took place in his store, that there was nothing he could do for me. As he and I were on the phone a customer service supervisor by the name of Vicky beeped in. I conferenced the call. Joe sat back and allowed Vicky to basically tell me that there was nothing they could do either, besides schedule a service appointment- for 12/10/16. I called again and again to see if they could move up the date due to the severity of the situation. I was told that eventhough I have mold inches away from me, that there was nothing else that they could do.
12/10/16 Has come and gone. The technician Richard that came to my home refused to at least take pictures of the paperwork I had and really did'nt do anything but tell me to wait 3-5 days for customer service to call me. Given the circumstances I could not wait that long. I was told that they were not going to do anything and that they do not cover mold. I feel it should be covered if it was molded when it was sent to me. I have even reached out to this company online on their facebook page and sent them pictures, and other than responding to tell me what I already knew, which was that I had a scheduled appt; I got no resolve there either.
**not to mention I had a service appointment last month for 11/5 and no one even showed up for the stain on my sofa.
In the store when I made the purchase, I was sold a service that I feel I mislead about. The salesperson Sandria told me that the stain proofing technology would basically repel stains, and that liquids should should bead and not even set in. The pamphlet given to me also says that the technology is to help resist (repell) stains. Meanwhile customer service told me when I addressed this concern as well, that what I was sold on in the store was not correct. So I was mislead into paying an additional 150.00+ dollars for another service included in the purchase price that I really was'nt getting.
In closing, 12/12/16, I contacted Rooms to Go to get the names and dates of all of those I have spoken with from 12/2/16 to present and was told no. Nothing has been done to remedy this situation. My money was taken and no assistance was provided regarding this issue.
Wr purchased a "leather" sectional in Rooms to Go about 7 years ago. The sectional is in our living room barely used... like any regular family we mostly use the family room.
Early this year we started calling and emailing the customer service department because the sectional started peeling, it was even scary to sit on it because it stared showing wrinkles letting you know how fragil was the "leather".
We exchanged about 12 emails... pictures come and go and the last comunication from them said that they could not do a thing because the guarantee is only for 1 year....
We do not have the money to keep investing in furniture... mostly when you spend so much in supodsly leather that should last a lifetime...
There are so many complaints about this company for the same reason and nothing has happened... of course I did not read or learned anything about it until it was already too late here is how my living room looks like.
we have to start taking the peeling "leather" not only because it looks worse but also because of the mess
We were given a 15 hour delivery time. Asked for a 30 minute notice. The driver called us only as he arrived and we got to said delivery address within 15 minutes, yet they left! Call logs prove us right yet management did nothing to help. Neighbors say they did not see delivery truck. Who do you believe?
I purchased a Langdon Point Loveseat on 4-11-16 for $687.37 which included shipping. The first loveseat was delivered but it was torn so a replacement was ordered and delivered on 4-22-16. On 5-6-16 the price was reduced on the loveseat to $475. I called Rooms to Go and asked if I could get a refund of difference in price since it was only 12 days since I purchased the loveseat and was told "sorry". I then asked if I could return loveseat and was told no refund would be given. This is poor business and I will not shop at their store again. I asked if I could have the Longdon Point loveseat with drink/recline for the price I paid at $687.37 and was told "sorry" again. Poor Poor business!
In February 2016 I purchased a dining room table and six swivel ladderback barstool chairs. I soon realized when cleaning my chairs that the screws were all loose at the bottom, when we turned the chairs over to tighten the screws we were shocked to find that the frame on two of the chairs are completely split in half, this is a liability as my children could have gotten seriously hurt. I am trying to get a resolution but they are prompt to sell but they are slow to stand behind their furniture, what I received is not what I paid for. Quality is lacking I'm hoping to hear from them#roomstogostandbyyourproduct#
I purchased some furniture, a dinette set that does not support anyone/thing over 200lbs. The technician came out and tightened the bolts within the 1st month I owned it. Then I moved.
My disabled son sat on a chair and it broke. When I called customer service and told them the address, they advised me since I moved my warranty was terminated. The customer service representative informed me I should have read my contract. I purchased the furniture online.
I had no idea I was supposed to live in my apartment forever.......OR that the chairs had a weight limit. No where on their website is it posted that the chairs have a weight limit.
I can not use any of the chairs if my guests are over 200lbs. My son can no longer sit on them and I can not return the table either that is under a payment plan. Almost $200 per chair. Im paying for something I can not use.
It is always difficult to be 100% covered against any eventualities. That is why I think is good to be prepared before you have a problem.That been said, if you buy an expensive piece of Furniture you want to be covered against any accidents. Now, if you consider buying from Rooms to Go do not even try to pay the extra buck for "Leather Protection Warranty", why? A total rip off.
In my particular case I had a small stain (2 inches long by half an inch wide) caused by some perfume gel that my daughter spelled over my gorgeous Cindy Crawford Reclining Leather Sofa. I've called the numbers handy for this event and scheduled an appointment with the tech.
The lady gets home rubs a cleaner over the spot. takes a few pictures of it and asks me for the way out. I was like shocked considering she would not talk to me after such a long drive from Raleigh to Chapel Hill. When I asked her what was next she only said before closing the door...."a Customer Service Agent" will be in touch with you.
No one ever called, after a few days of long wait I decided to call myself.The person who took care of me stated that because of the kind of stain there was nothing they could do. I ask her what you mean by "kind of stain". She replies it was caused by some perfume therefore the Protection Plan does not cover you.
As simple as that I've lost $100 plus of dollars in what I thought it was some piece of mind for the future and it ended up to been a Major Scam.
I would not recommend anyone to buy from Rooms to Go unless you love to see your money Go anywhere else but in your rooms.
I'm just another sucker being sold inferior furniture at RTG. Leather sofa started peeling all over. Customer service and store don't care they said Your product has served you for over 3 years, well beyond our contract. Unfortunately there is nothing further that we can do at this point as there are no active warranties with this set. I wasn't told this $2k couch was bonded leather that would last only a few years. Apparently thousands of others weren't as well! Just do a search "rooms to go couch peeling" and you will see many similar customers being ripped off. They lost all my business and any of my networks business forever. Nice to stand by your customers and product.
I purchased a couch in July 2014. It is falling apart already with minimal usage. In June 2015, I noticed the right side of the recliner did not work anymore. I contacted the warranty department and it was repaired in September 2015.
In late October, I noticed the middle of the couch began to separate from the wood. Meaning, the cushion with nails in it, separated from the foundation. This couch is in the formal living room, not the family room. It does not get much use. After about 16 months, it should not be falling apart.
I emailed Rooms to Go, the response was to call a local furniture repair shop. I sent a message via twitter, they blocked me from their account. Rooms to Go should be ashamed to sell such poor quality furniture. And equally ashamed to deliver such poor customer service.
Be VERY careful of RoomsToGo. Do NOT expect ANY useful customer service if you are disatisfied with the service provided.
Two months ago I ordered a couch and ottoman on line. Upon delivery, three gentelmen arrived for the delivery. Unfortunately, two didn't speak English and the third spoke broken English. Communication with the delivery crew was nearly impossible. The men were nice but I don't speak Spanish so we couldn't communicate.
The delivery is in the door and immediately turn up stairs. A difficult delivery I realize but doable. After a couple of minutes the one man who spoke broken English said, "It won't fit. Sign waiver." I unsuccessfully tried to communicate to him about a possible solution. Another gentelman then handed me a cell phone. Confused I said hello. A female voice speaking broken English said I needed to sign a waiver. I couldn't communicate with her and had no idea who she was. I handed the phone back and tried again to communicate with the one man who spoke broken English. He said something to the affect, "We will break. Please sign waiver." I told him if he was going to break the furniture, I wouldn't sign a waiver. It was very obvious they wanted to drop off the couch and move on as if they were severly time constrained. I told them to leave which they did.
I talked to apartment manager and coordinated for the building engineer, a Spanish speaker, to meet the delivery crew in order to communicate effectively. I set another delivery date with instructions to contact leasing office for instructions as I would be out of town. The delivery crew showed up but did NOT contact the leasing office. They left. I still didn't have my furniture.
I called customer service explaining the situation and how dissatisifed I was with the service so far and wanted a refund. The customer service person balked, got a tone in her voice of aggression and simply tried to re-schedule the delivery. I asked to speak to a customer service supervisor. She said, "No." When denied my request I asked why. She responded, "Because I need to have a reason." I informed her the first reason was because I aksed. Second, I told her she wasn't responding to my dissatisfaction nor listening to the reason for my dissatisfication with RoomsToGo. I became agitated and she told me, "Not to talk to her that way!" I told her she's the one who's not listening and being on the offensive. I hung up.
Being very busy I let the matter lay. I called today asking for a refund. The reply from customer service was, "Ok. You will be credited back to your credit card the cost of the furniture and the sales tax." I asked if I'd get a full refund. She replied, "You will be credited for the cost of the furniture and the sales tax." I knew something was fishy so I asked, "What are you going to charge me?!" ONLY THEN did she say, "the delivery fee will be used as a re-stocking fee."
I expessed my displeasure with the service indicating that I was not compulsively cancelling the order but rather to the lack of delivery service and now customer service. When I told her I want the credit for the delivery charge, she replie, "I can set another delivery date for you." Now I was getting furious. I once asked to speak to a customer service supervisor. She said, "No." Three times I asked and was refused. Upon pressing her to speak to a supervisor and inquiring as to why not, I was told, "One is unavailable and the other is on a call." I said, "I want to speak to a superviosr." She said I can have one call you. I confirmed my number and 4 hours later am waiting for a return phone call.
I'd like to make it clear, NO ONE in customer service has ever said, "I'm sorry for you troubles." Or, "I apologize for the incovenience." Rather I get a forced message of "deliver or else!" I will NEVER do business with RoomsToGo again. They take your cash and they are done with you! Horrible customer service. My advice is to be VERY careful about shopping here. If you're not satisfied, too bad. They don't care
I purchased a fabric c*m leather sofa set for $2500.00 and was dissappointed to find out that the leather is not actually leather and started peeling off in 3 years. when we purchased this set the sales rep told us that it was leather.
When contacted the customer support at Rooms to Go they said they cannot do anything about it as we crossed the warranty period.
It is so dissappointing that a sofa set of $2500 lasted only for about 3 years. I would have been better off buying something in $1000 range instead.
So BUYERS PLEASE BEWARE!!!!.... Rooms to go quality does not seem up to mark for the price.
Rooms to Go charged $148.99 for their "Force Field Protection" warranty on a supposed leather set of recliners and couches which cost $3,261.59. When the "leather" color faded within the warranty period, Rooms to Go "customer service" said it was not covered.
I emailed Jeffrey Seaman, the CEO several times and got no response.
The warranty is a farce and covers nothing except a guarantee to take my money.
Since the phony warranty is still in force but the credit card dispute process has expired, an alternative approach is required.
Since the CEO, or any of his "customer service" staff have simply ignored me, I have deceided to take the next step.
I am in the process of filing a small claims lawsuit to expose this company that specializes in misleading advertising, deceptive sales practices and brushing off customers who have legitimate complaints.
Rooms To Go.com, Inc. Reviews
I purchased a Tempur-pedic mattress from Rooms to Go. The salesperson repeatedly told my husband and I we could "return" the mattress within 90 days if we weren't happy. After 5 days, I visited the store to return the mattress. The store manager told me I could only exchange it.
I explained that Tempur-pedic allows you to get a refund if unhappy within 90 days and his salesperson had said we could return it within 90 days. He said if I didn't like it to call customer service. I called customer service and was told to return to the store because a store manager could give me a refund.
When I returned with that information the store manager referred me to another store manager. The 2nd store manager told me I wasn't stating factual information because his salesperson would never say such and neither would customer service. I was referred to the regional manager.
The regional manager didn't return my call for serveral days, so I called the corporate office. The corporate office called the store and left a message for the regional manager to call me. After a week of not hearing from the regional manager, I filed a notice of dispute with the corporate office. The corporate office called me about the notice and told me I could only receive an exchange.
The corporate office stated the return policy was on the back of the receipt which stated you can get a refund within 48 hours after purchase (not delivery). I explained what the salesperson had told me and how he printed the receipt and put it in a Rooms to Go envelope. I didn't look at the receipt until I wanted to get the refund as I'm sure is common with most consumers.
Rooms to Go is purposely deceiving consumers. The salespeople state "return" not "exchange." They print receipts and place them in envelopes which hide their return policy.
Bought a Power Lift Recliner with a 3-year warranty contract in April 10, 2021. Delivered finally in Mid May. Total paid was $913.76. After using the chair for about 6 weeks, I went to get my hair cut (I have light gray hair), my hairdresser asked me if I was dyeing my hair brown!!
Come to find out, the dark brown color was coming off of the chair and getting all over my hair, my cover that was on the chair and arm rest covers!! They came and tested it , took pictures and told me I would be getting a replacement chair, but not till December!!
I called today and they said now it will be Jan 8th, 2022 AND the warranty doesn't start with the new chair!!! The warranty just continues from when the first chair was delivered in May!!
I have bought other furniture from them over the years and have had problems with all units. First recliner I bought had to be restuffed 3 times as the seat padding kept sinking down!
Bedroom set I bought was damaged and the knobs on the dresser have never been tight.
I purchased an outdoor fire pit. The product has rusted out in a year with an outdoor custom cover over it. None of the internal items are made of stainless steal and the product is about to break through and onto the propane tank below. It's very dangerous and the company isn't taking any ownership of the issue. I've reached out and asked for support.
I purchased well over $3K in product from them on that day with this fire pit. They didn't even offer a discount coupon for a new one.....horrible company. Terrible product and down right scary on how they are handling it.
Two delivery dates given and not met. Made us wait and no one picks up the phone - absolutely no one - tried customer service, store phone, the phone number from where delivery computer called - expect al money 1-3 months in advance. They have been using my $4,000 for 3 months and I haven't seen yet anything plus wasted my times - 6 hours two days each total 12 hours.
I have already heard from my neighbor who also received his merchandise late but quality is poor and incomplete. I will have to check the quality of my furniture if and when I receive. Be very careful with this company. Just a cool website but so quality product and service
My experience with Rooms To Go has been a fiasco, mostly the delivery and the fact that everyone I talk to lies to me. Furniture was delivered Wednesday, July 17. They discovered that there were not enough bolts to assemble the bed so I called RTG Customer Care (RTGCC) immediately and I was told my bolts would be sent overnight and the minute I received them “tomorrow” to call back and they would get someone out ASAP to finish the delivery.
Plus, they left the biggest mess with pieces of styrofoam all over my bedroom plus big chunks of styrofoam in my front yard. Unfortunately I did not think to take pictures. They did set up my Tempur-Pedic frame and mattress so we didn’t have to sleep on the floor. The headboard is still in the box leaning against my antique cedar chifferobe. Footboard is under the Tempur-Pedic mattress along with a stack of wood and another long box of something (I can only assume and hope it’s the wood frame).
On Thursday, July 18 evening when I had not received my overnight package, I called my sales person who gave me the tracking number to my bolts and I explained to her the mess they made. She was going to talk to the manager about a possible delivery fee refund. I have heard nothing if that was approved or not. The label for my overnight package wasn’t even made until Thursday morning. Obviously, not going to be “overnight “. I called my sales person on Friday, July 19, left a message on her cell phone and one with the store (Hoover Alabama), NEVER returned my call.
I did not receive my overnight package until Saturday, July 20. I called RTGCC immediately to get someone out to finish the set. RTGCC explained to me there was no one available on Saturday and the first date available would be Friday, August 2. I informed her that was unacceptable and hung up. I called the store manager (Hoover Alabama) on Sunday, July 21 and explained ALL I had been through and he was going to talk to some manager somewhere (I forget who he said because I assumed he would do nothing) on Monday and he would call me back and let me know what he found out.
I still have not heard from him. I called the store Tuesday, July 23 evening and left a message for the manager that he either get someone to assemble my bed immediately or come get all of the furniture. He did not call me back. I see a pattern here, don’t you? I received at call from RTGCC, not the manager, Wednesday, July 24 (been a week since delivery) to set up a day to assemble the bed. I was informed that you, RTG was only in my area on Monday and Thursday, though the first RTGCC was going to set it up on a Friday. My “finish this nightmare” date is August 1. 2 weeks from delivery. On what planet is this acceptable?
I don’t think I’ve ever been treated this badly and lied to and ignored this many times by anyone, ESPECIALLY not a business!!!!! I have to squeeze between the headboard and mattress to go to bed each night and my husband’s pillow ends up between the Tempur-Pedic frame and the wall, knocking his alarm clock off in the floor because their is a 5”-7” gap between mattress and wall because of NO HEADBOARD!
Rooms to go Purchased 2 couches suppose to be leather in 2017 in 2 years they are falling apart and paid $2000 the leather is thinner then paper and it’s all falling off we want a refund they haven’t lasted 2 years they will only give us a 1000$ credit to buy in there store they are nasty order no.18866650 and ticket no.115616 Marie franca 941-330-6351
I bought a sectional and dining room table from Rooms-To-Go two years ago. Five of the chairs were correct, one was a different color and style. They exchanged it but it took three weeks. It was kind of a red flag that they don’t expedite after they make a mistake, but I was ok with it.
About 6 weeks ago, I bought a bedroom set from them. They were supposed to get here from 3-6 PM. They call at 1:37 with “We’ll be there in 11 minutes.” I said I’m not home, I’m at work, you’re supposed to be here after 3. “Well do you want to reschedule?” No I don’t want to reschedule! I want it today……after 3. I’m not cancelling my delivery, they are missing the window. They had to call me back but eventually agreed to bring it today, AS SCHEDULED, like they’re doing me a favor. Whatever. Still all good.
One of the nightstands was broken. I call to let them know, and they reschedule……for two weeks later. I’m really annoyed at this point, they just don’t care when they make a mistake, and they’ll just bring it whenever it’s convenient for them. I make arrangements to be here for the delivery today. …….wrong color. We don’t accept it. We still have the broken one.
I call again. They reschedule for 8 days from now and ask if there’s anything else they can help with. I say, well, this is the 3rd day we have to be home, we bought this in February and are getting it in April, that’s assuming it’s right next time; I think I should get some kind of credit. I get put on hold. They come back with their offer, they say they don’t normally give comps (again like they’re doing me a huge favor for them screwing up), and offer me $25. ……this is a $4500 order from a repeat customer who spent over $10k within the past two years.
I said that’s not good enough. It’s kind of insulting. She transferred me to the local store for some reason. I explain what happened, and am told they have nothing to do with that and I need to call customer service again. I said I figured that, and don’t know why they sent me here.
I call the hotline back, explain everything again, and get put on hold. Again with the “you’re lucky we’re doing this” attitude, they double the offer to $50. I ask if having to wait this long for my furniture and losing an extra two days of my life is only worth $50, I was told “yeah.” She tells me they are not responsible for lost wages. I didn’t ask for my wages, I’m just asking for a couple hundred bucks for all of the inconvenience.
So their offer, and what I was requesting, was a $150 difference. I hope that was worth losing a customer for life. I hope whoever reads this thinks twice about using this company. Do yourself a favor (instead of letting them act like they’re doing one for you) and shop at any other furniture store.
If you are EVEN THINKING about buying something from Rooms To Go PLEASE read this message in its entirety! If I did not have a son with Autism I would NOT wait for this bed but would instead get my money back and go ANYWHERE else to buy a bed!!
My original Post (which, I can’t seem to find) and it looks like “Rooms To Go” Just deleted EVERY post probably because EVERY post was about their HORRIBLE customer service!!!! I promised you (Rooms To Go) that I would “Yell it from the highest mountain” until I received my order, which I have PAID IN FULL and still have NOT received. I will start by re-posting my original post and then I will follow up with the messages from their POOR EXCUSE of a customer service. You see, we (the customers) post how unhappy we are on their FaceBook Page, then the post on that post a Happy Little Message saying “How sorry they are that we have had a problem, please send us a message to [email protected] and we will be happy to help you”. Well, I did and below you will see that JUST LIKE their HORRIBLE phone customer service, they DO NOTHING to FIX THEIR MISTAKES!!!!
And Rooms to go Facebook Page Monitors…. You can erase this message too, I am copying it and I will just keep re-posting it here, and there and EVERYWHERE, including the Better Business Bureau, WRAL, Community Pages…
ORIGINAL MESSAGE FROM ME: First Posted on RTG FB Page, Then copied and sent to their “Customer Service email”
I am so disappointed in Rooms To Go, especially after talking to another disgruntled customer who almost has the same issues with your company. she got her bed, the NEXT day because as she said "She cursed up a blue streak,
and told them they better cancel whoever they were thinking of sending her bed to" Well, I did not curse but maybe I should have because, it seems, they ARE ABLE to resend out a bed after it is not delivered.. I was told by
Anna that that would NEVER happen. furthermore when I asked, politely but sternly (and in tears) to talk to her supervisor, I was told that she, Anna, was the Top of the line..
My delivery (that I had already waited over a month for), was supposed to be delivered on Tuesday March 13th, they called me on Sunday and told me that my delivery would be between 7am and 1pm.
I took the day off, I teach dance and my days of teaching are limited but when I do work I make $200 a day, I took the loss to make sure I was there to have the bed delivered.
At about 12pm, I received a call that the delivery would be delayed until between 1pm and 5pm, I told the dispatcher that I had to go to work at 5pm (I also teach at night running a dance for youth and adults with special needs, I could not just NOT show up) could they please make sure that it arrived before 5pm, he put me on hold and then came back and told me that would be fine and that would call just before delivery.
At 3:30pm I called because I had not heard anything, at that time they told me that the driver had 3 more stops before me.. I was distraught because I could see that they were not going to make it before I had to leave.
I have a son with Autism, the bed is for, and his Aid agreed to stay at the house and wait for the delivery. She was there from 6pm - 10pm, no one came,
no one knocked on the door, no delivery! My husband was at the house from 5 - 6pm so there was no window of "No One Home"
On 8/18/2017 my wife and I went to Rooms To Go to purchase a living room set. We picked out the set that we liked. And schedule a delivery date. Shortly after the furniture arrived I noticed that sitting on it was uncomfortable. The pillows would slide forward lift up and separate syncing you into or pushing you off the couch. It would happen no matter whether you were large or small. Even the children with sink between the cushions. So I removed the pillows to examine the couch and notice that the springs sat extremely high towards the back causing the pillows to tilt at an angle pushing them off the couch with minimal assistance. At which time I called Rooms To Go to complain about the couch. I was told that they would have to send a technician out. A week later the technician came out and confirmed my suspicions. I was told that they would be back in contact with me shortly. After a month-and-a-half of not hearing from anyone I called only to be informed that since there was no defect with the sofa and loveseat that there was nothing they could do. I explained to the lady that this was not an issue of defect as much as design flaw and that i am not happy with this living room set and I would like to trade it for something else. She informed me that at this point it was too late to do such a thing. Leaving me stuck with a brand new uncomfortable and unfunctional furniture set. Furniture that performs this poorly makes it hard for me to believe that I am the first person to complain to them about it. And the fact that they continue to sell it is robbery. I am disgusted with Rooms To Go unethical business practices and I would never recommend anyone go by there cheap junk.
On 1-10-2012 I purchased one sofa and two chairs that were sold as 100% leather except on the back of each. I also purchased the protection plan, since this was recommended by the sales person. Since this purchase I have been a "s****.>
Approximately the same time period i discovered this damage I received mail advising me of a class action suit against the parties affiliated with Rooms to Go that were used for my protection plan of the furniture. I had not received any information from Rooms to Go about this situation. I therefore went to the Rooms to Go store in Bradenton, Fl. where I had purchased it. I asked for a Manager and met up with Mike Duncon. This was about October 13, 2017. When I described my damaged furniture he immediately said he was well aware of it and they had stopped using the manufacturer because they (Rooms to Go) was under the impression it was genuine leather also. He said they had numerous issues with this and Rooms to Go set up a special Dept. to handle the complaints.
He provided me the necessary web site info to make a claim. I asked what I should expect as a result from this. He readily said they will have me submit photos to them, they will review them and contct me with a decision. He further explained they would send me a voucher for the full amount I had paid and I woud bring the voucher back to the store to pick out my new furniture. He said they would deliver the new furniture to me and pick up my older furniture. This pleased me and I felt happy with my dealings with Rooms to Go. I also spoke to a sales woman before leaving and she told me the same thing Mr. Duncon told me as far as the replacement of my furniture with a voucher for the full amount. It should be noted that this is first time I heard anything about my furniture being defective. Obviously Rooms to Go was aware of it but failed to contact its customers.
On about October 16,2017 I emailed [email protected]. I was advised to send them photos of my furniture. I did immediately. I recived acknowledgement from them they received the photos. A week later I received another email requesting more photos which I submitted to them. They said they would contact me with a decision in five days. I didn't hear from them for over a week so I called Customer Service and spoke with LaurenAshely Wilkerson on 11-6-17 at 1:20 PM. She told me that they were going to allow me $611.00 for my sofa and $574.00 for my two chairs and I would have 30 days to complete my purchase or lose it. She said this would be effective between 10-26-17 and 11-26-17. This would only give me about 20 days since they hadn't notified me. She said I would also have to pay delivery charges. I then returned to the Rooms to go Store and spoke with Ruth (Office Manager) and Brian Franklin (Store Manager) Both were aware of my settlement but said they couldn't do anything because I had the furniture so long. They admitted about the known faulty leather also and said it wasn't up to them to let customers know about it.
Since this furniture was frudently sold to me as being 100% leather I don't belive the length of time matters and that I should receive full compensation.
I purchased a suite 13 months ago from the outlet store, the chair collapsed.
I requested that someone should come and check it out and advise.
I contacted the Better Business (BBB) and this is there response.
Rooms to Go Response:
Our office has had the opportunity to review the account in its entirety.
We are aware this purchase was made at one of our Clearance Center where the merchandise is sold "AS IS" and carries no warranty. In addition, this merchandise was discounted. Our customer did not pay the original retail price.
On behalf of Rooms to Go, we apologize for being unable to pursue any action for the reasons explained herein.
Thank you for your understanding.
Sincerely,
Lourdes C.
Presidential Assistant
I contacted the Manufacturer directly HM Richards and they stated they will send someone to check on it.
So don't rely on Rooms to Go, they try get out of it.
I bought a bed from Rooms To GO/Acceptance Now. The bed or (partial bed) was delivered on Friday 06/30/17, where I had to take the day off to sit and wait. It was missing pieces that made it unsafe for my child to sleep on.
They first tried to convince me it was ok for my child to sleep on it until they could get me the other pieces. I asked if they were going to accept all responsibility for any damages or medical injuries due to sleeping on this bed as is. They quickly changed their mind on that.
After going around with when they could get the rest of the bed to me, they wanted to charge another delivery charge. At this point I said forget it and come get it. It took another 6 phone calls, 3 hours and me going down to the store before they would cancel it. So, pick up was scheduled for the next day Saturday 07/01/017.
When we woke up there was a message from the delivery guy stating he left the rest of the bed on our porch at 6am. I immediately called the warehouse to let them know they were supposed to pick up and not drop off. Of course, they had no record of that. Almost 2 months later and after over 30 documented phone calls to their corporate office including operator IDs and numerous Ticket #s for various issues, I have never received a response from anyone. On August 23rd I was contact by the police, stating that they are filing Grand Theft on me!?!?!?
I explained everything to the officer and he sat in their office and on speaker we set a pick-up date for 08/26/17. They did not show or call. I have sent the officer down there 3 more times to talk with them. They have not scheduled anything else.
Today 08/31/17, I received a certified letter from Amanda Pratt stating that I have had no contact with them, and I have 5 days to contact them or they will take legal action. Amanda Pratt is the same one who filed the police report, and the officer has been talking to. By her own police report and documentation that can be proven false. I have filed complaints with Rooms To Go, Acceptance Now, and the BBB.
They still will not respond or come and get the bed, I feel like I am being bullied because somebody does not want to do their job. I have turned to Social Media. I will post everywhere until I get a response from upper management and this gets resolved! This company is a joke! #roomstogo #acceptancenow
Purchased a high end leather living room set 01/17/2016 from rooms to go in kennesaw Georgia. After a year I noticed the leather under the recliner foot rest was separated from the stitching. Filed a claim and took a day off work to have their technician come out and document his findings. He said rooms to go would contact me within seven business days. After not hearing from them in over two weeks, I called them. They declined the claim stating that tears are not covered. I have clear pictures showing the leather pulled out of the stitching. After paying $3350.00 for the furniture and an additional $465.00 for the extended warranty, I feel lied to and cheated.
Fraud, corporate-first, customer-second, complete ripoff, will never believe their fake advertisements, the same as fake news media. I paid over $4,000.00 for furniture to be delivered at my apartment and even after reserving the elevators, waiting for them downstairs, having spoken to the delivery company hired by Roomstogo, I was told that the delivery people left because I wasn't at my apartment. This is so untrue. Who knows what happened to the delivery people?! Roomstogo, instead of helping the client get their benefit of the bargain, by getting a refund or having the delivery done "again", they instead alleged that the furniture is considered delivered unless they have the furniture back in their warehouse, that I would not get a refund until all of the furniture has been returned. Essentially, ROOMSTOGO does not care about their customers - they only care about money and enjoy the habit of being unjustly enriched - ripping and deceiving the public.
As of today, I have been denied a refund and essentially, the burden of proof had been placed against the customer - while they get to keep over $4,000 dollars, I'm at my home without any furniture or anywhere to sit. Fraud, fake ads, and misrepresentations, putting the customer last, basically summarizes ROOMSTOGO. I will contact my local government officials to advise them of fraud that ROOMSTOGO has committed. As stated, I paid over $4,000 dollars in furniture, i waited for over two weeks for my furniture, spoke with the condo management and paid them $550 for elevator reservations, stayed in the lobby waiting for them, spoke to Roomstogo and their delivery agents, all the while I waited for my furniture, and yet I was lied to when delivery could not be made, I was told that I was not there, I was denied a refund, and I've had to file multiple claims to maybe get a partial refund. On top of that, they said that they could not refund the delivery charge- what delivery charge if I never got anything? Well, that's ROOMSTOGO - they rip you off, lie, covering their asses, and delegating downward to people that don't even know what day it is. ROOMSTOGO will soon become bankrupted if they continue to use these fraudulent and deceitful tactics - they don't deserve to profit from poor people that buy into they fake ads. Plus, most of their furniture is of poor quality made in third world countries.
Delivered my sofa all good until they were leaving and while They were removing the plastic cover they left me holding the door they ripped the storm door off and then asked me to sign the delivery sheet. They just left me holding the door and said it probably fell off before. Well it never did and Lowe's are the people who installed it. Called rooms to go and they said they didn't have anyone to come look at it or fix it. They told us to take pictures and get someone to fix it. So we did and then when we sent the pictures they said they weren't paying us for the damages because they didn't think the pictures were conclusive enough . So much for room to go. Don't buy you don't know what's going to happen.
We purchased a formal dining set with 8 chairs and breakfast table/chair set from ROOMS TO GO on Feb 2014. We paid more than $3000 for both sets and purchased a 3-year extended warranty for the sets. Within 2 years of the purchase the dining chairs seats’ faux leather started peeling off and one of the breakfast chair base came off from the frame.
We contacted the extended warranty company on 12/2016 and the technician came out to visit on 01/2017. He was uninterested in checking the issues and did not even take a look at the Breakfast chair issue. I did not hear from ROOMS TO GO for 2 weeks and contacted them on 01/20/2017. I was informed that both claims were denied because the issues were not due to manufacturing defects. The technician made this determination even tough 6 out of 8 chairs in the dining set has the same issues AND HE DID NOT EVEN TAKE TIME TO INSPECT THE BREAKFAST CHAIR. I feel ROOMS TO GO sold me cheap goods and on top swindled additional $300+ by selling me a worthless extended warranty.
I am planning to contact State and Federal agencies about the deceptive selling practices, especially their extended warranty.
I made a purchase of two rooms of furniture on 2/25/16 and paid 2450.28 CASH in full. This purchase included a 5 piece living room set and a 3 piece bedroom set. Shortly after the dresser was set up in my home, I began to smell something weird coming from it; Like a old, musty smell. I dismissed it. I did'nt think that there would be anything wrong with a dresser that I just purchased. I figured the smell would subside after a while. Fast forward...months have gone by at this time. I cleaned and cleaned in my bedroom, but the smell remains. Now over the last few months I have noticed a change in my health that I had no idea was connected to this dresser. I have been snoring heavily and having a hard time breathing in my sleep, headaches, sinus pressure, occasional nose bleeding, tightening of my chest, wheezing and constant coughing throughout the night. My bed is literally a few inches away from the dresser.
I am asthmatic and have been since an infant. I just equated my symtoms to change of seasons and allergies.
Well friday night 12/2/16, I decided to out my bed and dresser to clean in an effort to figure out why I kept smelling mildew/mold. Then there it was, I discovered mold growing out of the wood; along with live mold spores growing all over the back panel of the dresser. The fact that I have been laying inches away from live mold, with a ceiling fan on circulating this in the air; this would explain why I have been slowly getting sick, my signficant other had been experiencing sinus issues, and my healthy, vibrant yorkie also recently became ill, and her visit to the ER could not pinpoint what was wrong.
Saturday evening @ 4:43pm 12/3/16, I contacted the Rooms To Go store location. I spoke with the office manager Beth who stated that she would reach out to customer service and have somone call me since I made numerous calls and was not getting through. I was told that there was nothing that the store could do. Over the past week, I have made numerous calls to customer service. Instead of them understanding the issue, they were rude and defensive and also did not really take an interest in helping me.
On 12/6/16, I contacted my property management and had the maintenance supervisor come out to check for leaks, moisture and mold in the apartment. All tests were normal. Not to mention, I live in a community that is new construction-built in 2015 with green initiatives. I also have paperwork to back this up. The only thing in the apartment with the mold is the dresser that was a part of this purchase. Between 12/3/16 to today 12/12/16, I have lost count of how many times I have called. I contacted the corporate office and asked for a higher up there, and was told no that I needed to speak with customer service. I finally got tired of calling customer service and either getting no answer or no help and reached out to the store manager Joe @10:05 am on 12/7/16 . Joe swore that eventhough the transaction took place in his store, that there was nothing he could do for me. As he and I were on the phone a customer service supervisor by the name of Vicky beeped in. I conferenced the call. Joe sat back and allowed Vicky to basically tell me that there was nothing they could do either, besides schedule a service appointment- for 12/10/16. I called again and again to see if they could move up the date due to the severity of the situation. I was told that eventhough I have mold inches away from me, that there was nothing else that they could do.
12/10/16 Has come and gone. The technician Richard that came to my home refused to at least take pictures of the paperwork I had and really did'nt do anything but tell me to wait 3-5 days for customer service to call me. Given the circumstances I could not wait that long. I was told that they were not going to do anything and that they do not cover mold. I feel it should be covered if it was molded when it was sent to me. I have even reached out to this company online on their facebook page and sent them pictures, and other than responding to tell me what I already knew, which was that I had a scheduled appt; I got no resolve there either.
**not to mention I had a service appointment last month for 11/5 and no one even showed up for the stain on my sofa.
In the store when I made the purchase, I was sold a service that I feel I mislead about. The salesperson Sandria told me that the stain proofing technology would basically repel stains, and that liquids should should bead and not even set in. The pamphlet given to me also says that the technology is to help resist (repell) stains. Meanwhile customer service told me when I addressed this concern as well, that what I was sold on in the store was not correct. So I was mislead into paying an additional 150.00+ dollars for another service included in the purchase price that I really was'nt getting.
In closing, 12/12/16, I contacted Rooms to Go to get the names and dates of all of those I have spoken with from 12/2/16 to present and was told no. Nothing has been done to remedy this situation. My money was taken and no assistance was provided regarding this issue.
Wr purchased a "leather" sectional in Rooms to Go about 7 years ago. The sectional is in our living room barely used... like any regular family we mostly use the family room.
Early this year we started calling and emailing the customer service department because the sectional started peeling, it was even scary to sit on it because it stared showing wrinkles letting you know how fragil was the "leather".
We exchanged about 12 emails... pictures come and go and the last comunication from them said that they could not do a thing because the guarantee is only for 1 year....
We do not have the money to keep investing in furniture... mostly when you spend so much in supodsly leather that should last a lifetime...
There are so many complaints about this company for the same reason and nothing has happened... of course I did not read or learned anything about it until it was already too late here is how my living room looks like.
we have to start taking the peeling "leather" not only because it looks worse but also because of the mess
We were given a 15 hour delivery time. Asked for a 30 minute notice. The driver called us only as he arrived and we got to said delivery address within 15 minutes, yet they left! Call logs prove us right yet management did nothing to help. Neighbors say they did not see delivery truck. Who do you believe?
I purchased a Langdon Point Loveseat on 4-11-16 for $687.37 which included shipping. The first loveseat was delivered but it was torn so a replacement was ordered and delivered on 4-22-16. On 5-6-16 the price was reduced on the loveseat to $475. I called Rooms to Go and asked if I could get a refund of difference in price since it was only 12 days since I purchased the loveseat and was told "sorry". I then asked if I could return loveseat and was told no refund would be given. This is poor business and I will not shop at their store again. I asked if I could have the Longdon Point loveseat with drink/recline for the price I paid at $687.37 and was told "sorry" again. Poor Poor business!
In February 2016 I purchased a dining room table and six swivel ladderback barstool chairs. I soon realized when cleaning my chairs that the screws were all loose at the bottom, when we turned the chairs over to tighten the screws we were shocked to find that the frame on two of the chairs are completely split in half, this is a liability as my children could have gotten seriously hurt. I am trying to get a resolution but they are prompt to sell but they are slow to stand behind their furniture, what I received is not what I paid for. Quality is lacking I'm hoping to hear from them#roomstogostandbyyourproduct#
I purchased some furniture, a dinette set that does not support anyone/thing over 200lbs. The technician came out and tightened the bolts within the 1st month I owned it. Then I moved.
My disabled son sat on a chair and it broke. When I called customer service and told them the address, they advised me since I moved my warranty was terminated. The customer service representative informed me I should have read my contract. I purchased the furniture online.
I had no idea I was supposed to live in my apartment forever.......OR that the chairs had a weight limit. No where on their website is it posted that the chairs have a weight limit.
I can not use any of the chairs if my guests are over 200lbs. My son can no longer sit on them and I can not return the table either that is under a payment plan. Almost $200 per chair. Im paying for something I can not use.
It is always difficult to be 100% covered against any eventualities. That is why I think is good to be prepared before you have a problem.That been said, if you buy an expensive piece of Furniture you want to be covered against any accidents. Now, if you consider buying from Rooms to Go do not even try to pay the extra buck for "Leather Protection Warranty", why? A total rip off.
In my particular case I had a small stain (2 inches long by half an inch wide) caused by some perfume gel that my daughter spelled over my gorgeous Cindy Crawford Reclining Leather Sofa. I've called the numbers handy for this event and scheduled an appointment with the tech.
The lady gets home rubs a cleaner over the spot. takes a few pictures of it and asks me for the way out. I was like shocked considering she would not talk to me after such a long drive from Raleigh to Chapel Hill. When I asked her what was next she only said before closing the door...."a Customer Service Agent" will be in touch with you.
No one ever called, after a few days of long wait I decided to call myself.The person who took care of me stated that because of the kind of stain there was nothing they could do. I ask her what you mean by "kind of stain". She replies it was caused by some perfume therefore the Protection Plan does not cover you.
As simple as that I've lost $100 plus of dollars in what I thought it was some piece of mind for the future and it ended up to been a Major Scam.
I would not recommend anyone to buy from Rooms to Go unless you love to see your money Go anywhere else but in your rooms.
I'm just another sucker being sold inferior furniture at RTG. Leather sofa started peeling all over. Customer service and store don't care they said Your product has served you for over 3 years, well beyond our contract. Unfortunately there is nothing further that we can do at this point as there are no active warranties with this set. I wasn't told this $2k couch was bonded leather that would last only a few years. Apparently thousands of others weren't as well! Just do a search "rooms to go couch peeling" and you will see many similar customers being ripped off. They lost all my business and any of my networks business forever. Nice to stand by your customers and product.
I purchased a couch in July 2014. It is falling apart already with minimal usage. In June 2015, I noticed the right side of the recliner did not work anymore. I contacted the warranty department and it was repaired in September 2015.
In late October, I noticed the middle of the couch began to separate from the wood. Meaning, the cushion with nails in it, separated from the foundation. This couch is in the formal living room, not the family room. It does not get much use. After about 16 months, it should not be falling apart.
I emailed Rooms to Go, the response was to call a local furniture repair shop. I sent a message via twitter, they blocked me from their account. Rooms to Go should be ashamed to sell such poor quality furniture. And equally ashamed to deliver such poor customer service.
Be VERY careful of RoomsToGo. Do NOT expect ANY useful customer service if you are disatisfied with the service provided.
Two months ago I ordered a couch and ottoman on line. Upon delivery, three gentelmen arrived for the delivery. Unfortunately, two didn't speak English and the third spoke broken English. Communication with the delivery crew was nearly impossible. The men were nice but I don't speak Spanish so we couldn't communicate.
The delivery is in the door and immediately turn up stairs. A difficult delivery I realize but doable. After a couple of minutes the one man who spoke broken English said, "It won't fit. Sign waiver." I unsuccessfully tried to communicate to him about a possible solution. Another gentelman then handed me a cell phone. Confused I said hello. A female voice speaking broken English said I needed to sign a waiver. I couldn't communicate with her and had no idea who she was. I handed the phone back and tried again to communicate with the one man who spoke broken English. He said something to the affect, "We will break. Please sign waiver." I told him if he was going to break the furniture, I wouldn't sign a waiver. It was very obvious they wanted to drop off the couch and move on as if they were severly time constrained. I told them to leave which they did.
I talked to apartment manager and coordinated for the building engineer, a Spanish speaker, to meet the delivery crew in order to communicate effectively. I set another delivery date with instructions to contact leasing office for instructions as I would be out of town. The delivery crew showed up but did NOT contact the leasing office. They left. I still didn't have my furniture.
I called customer service explaining the situation and how dissatisifed I was with the service so far and wanted a refund. The customer service person balked, got a tone in her voice of aggression and simply tried to re-schedule the delivery. I asked to speak to a customer service supervisor. She said, "No." When denied my request I asked why. She responded, "Because I need to have a reason." I informed her the first reason was because I aksed. Second, I told her she wasn't responding to my dissatisfaction nor listening to the reason for my dissatisfication with RoomsToGo. I became agitated and she told me, "Not to talk to her that way!" I told her she's the one who's not listening and being on the offensive. I hung up.
Being very busy I let the matter lay. I called today asking for a refund. The reply from customer service was, "Ok. You will be credited back to your credit card the cost of the furniture and the sales tax." I asked if I'd get a full refund. She replied, "You will be credited for the cost of the furniture and the sales tax." I knew something was fishy so I asked, "What are you going to charge me?!" ONLY THEN did she say, "the delivery fee will be used as a re-stocking fee."
I expessed my displeasure with the service indicating that I was not compulsively cancelling the order but rather to the lack of delivery service and now customer service. When I told her I want the credit for the delivery charge, she replie, "I can set another delivery date for you." Now I was getting furious. I once asked to speak to a customer service supervisor. She said, "No." Three times I asked and was refused. Upon pressing her to speak to a supervisor and inquiring as to why not, I was told, "One is unavailable and the other is on a call." I said, "I want to speak to a superviosr." She said I can have one call you. I confirmed my number and 4 hours later am waiting for a return phone call.
I'd like to make it clear, NO ONE in customer service has ever said, "I'm sorry for you troubles." Or, "I apologize for the incovenience." Rather I get a forced message of "deliver or else!" I will NEVER do business with RoomsToGo again. They take your cash and they are done with you! Horrible customer service. My advice is to be VERY careful about shopping here. If you're not satisfied, too bad. They don't care
I purchased a fabric c*m leather sofa set for $2500.00 and was dissappointed to find out that the leather is not actually leather and started peeling off in 3 years. when we purchased this set the sales rep told us that it was leather.
When contacted the customer support at Rooms to Go they said they cannot do anything about it as we crossed the warranty period.
It is so dissappointing that a sofa set of $2500 lasted only for about 3 years. I would have been better off buying something in $1000 range instead.
So BUYERS PLEASE BEWARE!!!!.... Rooms to go quality does not seem up to mark for the price.
Rooms to Go charged $148.99 for their "Force Field Protection" warranty on a supposed leather set of recliners and couches which cost $3,261.59. When the "leather" color faded within the warranty period, Rooms to Go "customer service" said it was not covered.
I emailed Jeffrey Seaman, the CEO several times and got no response.
The warranty is a farce and covers nothing except a guarantee to take my money.
Since the phony warranty is still in force but the credit card dispute process has expired, an alternative approach is required.
Since the CEO, or any of his "customer service" staff have simply ignored me, I have deceided to take the next step.
I am in the process of filing a small claims lawsuit to expose this company that specializes in misleading advertising, deceptive sales practices and brushing off customers who have legitimate complaints.