Rooms To Go
Reviews and Complaints

Received a furniture delivery on July 25, 2015 at my home at 4317 Oak Drive, Alvarado, Texas 76009 when the delivery truck backed into my 6 ft automatic gate, damaging it and moving the gate post out of alignment. Contacted customer service and reported the damage and was told the following after several calls: 1. A DRF (Damaged Request Form) will be mailed to you. Have not received the form to date. 2. The form was mailed give it a few more days. 3. Called one of the Facilities Manager to contact you to resolve the complaint. 4. Did the Facilities manger call you? No, will call him again. 5. There is nothing customer service can do will email the facilities Manger again and he will call you. Only he can solve the complaint. Sorry, there is nothing we can do. To date have not heard from anyone in facilities or any other part of the company.

Dear Mr.Seaman,

My name is Eboni Johnson and I am contacting you regarding a terrible experience I had with your delivery staff at 6:30am today.

I am terribly disappointed at the service I received this morning. I have been trying to get in contact with a supervisor within your customer service department center since 8:00am and have repeatedly been told I would be called back shortly; it's almost noon.

I'll provide you with the details of this situation and I'm really hoping this individual is fired!

I purchased a $1300 king sized mattress that was supposed to be delivered between the hours of 7 and 11am EST today. I was called at 6:08am and was told they would arrive in 10 minutes. Early but no problem it will allow me to get to work on time.

They put 2 plastic box springs up against my wall and handed me my mattress protector and said have a nice day.

I asked "Where's my mattress?"

Response "We didn't know you ordered one; I'll be right back."

Two minutes later Juan (or maybe his name is Julio) returned to tell me "i don't see it; they must have forgotten it. I'll have someone call you, bye.)

Me: "No, you call someone right here and now. If you can’t reach anyone take everything and I'll just get a refund and shop elsewhere."

Juan: "Ok, i need to move my truck."

Five minutes later I'm look to see what;s taking so long; only to see that they truck is gone. I call him on his cell five times; i ask why he left because he knew I did not want half of my delivery and I requested he take it back.

Juan: I don;t do what the customers tell me; I have to finish my route.

There was 5 minutes of back and forth then i finally asked for his and the managers' name. He confidently gave me that information and said " That won;t do anything to me!"

His cell phone number is: [protected] for your identifications purposes.

Anyway, he appears at my door about an hour later with my mattress. Throws it in my room up against the wall where the plastic covered box springs are resting and proceeds to leave. I told him not to leave without removing the plastic and setting the mattresses up.

So, they put the box springs down still covered in plastic; removed the outer plastic on the king mattress (leaving one layer of plastic on) and placed it upside down on the box springs and left!

I am a single woman that CANNOT possibly remove the plastic from these items AND flip the king sized mattress right-side up.

The attitude of your staff is horrible and suggests that the culture at Rooms to Go is:

We don't; care about our customers
We don't care if you complain because there are no consequences for or actions

I am astonished and disgusted by the blatant disregard and lack of respect that was displayed in my home this morning by your staff. Not to mention, I have yet to receive a call back to from a supervisor regarding my concerns.

I expect to have someone come to my house and pick up this mattress and its entirety because I refuse to patronize a business that is so discourteous to people.

Regards,

Eboni Johnson

I bought a kitchen set last year from RoomsToGo. The leg keeps breaking on the chairs. The company did come out a few times. Now the warranty is up and I want to purchase a leg, but was told it is longer in stock (discontinued). I called three time and got three different answers. Now I have three chairs instead of four. I will not buy from RoomsToGo again. Poor quality of furniture and poor customer service. Order # 9572137, Dated: 02-17-14 Store: 1602, Sales # 033128, Side Chair Cherry Sku # [protected]. Paid $771.79 for four chairs, table, glass & protection on cloth on chairs. I see adds in the flyers advertising this set, so it is not discontinued. I would like a new chair or leg..

My email to jeffrey seaman, ceo of rooms to go:

Dear mr. Seaman,

I am contacting you as a last ditch effort to resolve a problem I am having with a recent purchase from room to go. Unfortunately for me, none of the supervisors in your customer service department are interested in providing me with actual customer service. They just apologize and say there is nothing they can do. Of course, there is always something you can do— if you are willing to think outside the box and do whatever possible to rectify a problem that was a direct result of an error by rooms to go.

On june 20, 2015, I purchased a tempurpedic king mattress with the up foundation (So that the head can be hydraulically raised to a sitting position) in the amount of $4565.40, along with other pieces of furniture totaling $7531.24. The purchase was made at your sunrise, florida store. The items were to remain in their boxes because I would be moving to colorado shortly thereafter and did not want the items to be damaged in the move. When the items were delivered, I specifically asked the head delivery guy to tell me what was in each box, and further asked him if the hydraulic up foundation for the bed was included— to which he replied yes, it was in the box with the frame.

On tuesday, july 21st we arrived in colorado and assembled the bed, only to find that the foundation box springs were not for the upright foundation—they did not bend at the head, nor were the hydraulic base or controls for the base included. However, if you look at the attached photos of the two sku stickers on the box, they clearly indicate that the up foundation should have been in the box. Rtg mislabeled the box which contained the flat box springs.

I called customer service on july 22nd and the agent spoke with a supervisor, who said there was nothing they could do because rtg does not ship to colorado. I said I was aware of that, and that was why I made the purchase before we left in order to take advantage of the financing offer; however, because the error was on the part of rtg, they should rectify the situation by any means necessary. I did not spend $4200 on a flat bed that I do not want. I said I wanted to speak with the supervisor and was told he would call me back. Later that afternoon, I received a call from edwin, a supervisor. He said he was "trying" to help but there was nothing he could do, that I would have to take the foundation sent in error to the nearest warehouse (700 miles away in texas!) and exchange it for the correct up foundation. I told him that was ludicrous. He said it would be impossible for rtg to make the exchange and I told him nothing is impossible unless you are just unwilling to make it possible. Seriously! Rtg screwed up and you want me to have to deal with the fallout? So I told edwin I wanted to speak with his supervisor and was advised that someone would call me the next day.

This morning, july 23rd, I received a call from mindy, edwin's supervisor (Tel: [protected]). She was rude and equally as unhelpful as edwin. She spewed the same story, that there was no way for rtg to bring me the correct foundation and pick up the wrong one. I told her there was a way— that rtg could contract a freight company in texas, have them pick up the right foundation at your warehouse, bring it to me in colorado, and take back the wrong item to the texas warehouse. I told her I knew that would cost rtg money but, again, that wasn't my problem. Rtg should correct the situation they caused by any means necessary to thank me for my business and, hopefully, any future business. But mindy is not one to think outside the box. She just said it wasn't possible and that I would have to make the exchange myself. Or, they could reduce the price I paid for the bed by $900+, which is the difference between the up foundation and the flat. This, to me, is not customer service. This is rtg taking the easy way out— crediting me for the difference while forcing me to keep a bed I don't want. This way, rtg washes their hands of any responsibility to the consumer. How can you dare to ask me to find a way to haul two box springs to texas— 700 miles away— and then bring back a 350 lb. Hydraulic base? Why should I have to spend my time, money and aggravation to rectify an error made by rtg? On what planet do you consider this any level of acceptable customer service? I am appalled by the mere suggestion. I have spent almost $8000 with rtg and this is how you thank me? What do you teach your managers and how in the world can you be proud to head a company with people such as these? I understand company policies; however, when the company makes a giant mistake, they need to bend that policy in order to make the situation right and the customer whole. That is the definition of great customer service.

So I write to you in the hopes that at least you, as the head of your company, will value my business and get someone in your company to fix this right away. Yes, it will cost you money to hire a freight company to deliver the right foundation and return the wrong one. But, you will earn my goodwill and future business, as I had planned to purchase the rest of the bedroom set in the future. However, if you choose to let this go and not be held accountable for rtg's mistake, then I will have to tell everyone I know my story and implore them to avoid rtg like the plague, file a complaint with the better business bureau and tell my story on every social media platform known to man. I am that angry.

I hope to hear from you and that you, as head of rtg, will take responsibility for the company's error and correct the situation I find myself in, through no fault of my own.

this is the worst store (Rooms To Go @ Frisco, TX), I wud have ever gone.
first they delivered a faulty product, then end up getting some store credit.
now they wont give me a gift card for the store credit.

I plan to give this along with some more value to my friend for his new house, but Rooms To Go @ frisco will not allow me to buy the Gift card for the store credit I have. they say only merchandise.
I shud be able to buy anything sold in the store, if I understood store credit rightly. why not Gift Card?
Plus the Store Manager was so rude, she kept repeating the same like a parrot.

But its your loss, Rooms To Go, u not only missed the sale that day for additional Gift Card, you also miss my 25 k budget on August for my new home and its going to Ashley/Nebraska Furniture.

On June 1st, I made an online purchase in the amount of $599.00. This amount was charged to my Rooms To Go Credit Account. An additional $41.93 sales tax fee was charged to my Visa Credit Card account. The transaction was processed successfully. I received an email confirmation with an order number for the item that I purchased: One Effingham Wine Color Chair Lift Recliner for my mother who is disabled. The Billing and Shipping Address was entered correctly; however, my delivery was dropped off at the wrong location. The owner of that residence called to inform us that they would store the item in their garage. That same day, I spoke to a guy from a trucking delivery company that had called my house several days before and explained to him that my delivery was dropped off at the wrong address. I gave him my order number and he said that there was no record of any purchases made by me. I forwarded an email to him with my proof of confirmation and he said that he would contact their sales department and give me a call back later. The same guy who I spoke to guaranteed that my undelivered merchandise would be picked up from that location and dropped off at my house early morning on the following day. This was last week. It has been more than 5 days and we still haven't received anything. The waiting period is ridiculous! The customer service is horrible! I have contacted Rooms to Go Sales Department and made it very clear that if we don't receive this merchandise by today the latest, I will go ahead an cancel my delivery. In all fairness, I think that Rooms to Go and or manufacturer of Wilson Trucking Delivery Company should give me a credit in the amount of $599.00 for this merchandise. Customers always come first and I am a very dissatisfied customer. I'm giving this delivery company till today to deliver my merchandise. If by today, this item is not delivered to my home, I will go ahead an cancel this order. My patience is running out. My order # is 19409451i. Thank you for your attention in this matter. Sincerely. MR

In March, I ordered a dining room table and chairs and one of the chairs was delivered broken. I am trying to have the replacement chair delivered to the Rooms to Go store near me so that I can pick it up at my convenience. When I first spoke to a customer service rep, she told me that wouldn’t be possible as all items need to be delivered, however I asked her to speak to her manager and get back to me because I have had some serious issues with the delivery service. these issues are below:

1) Delivery was supposed to occur between 9am-1pm but the driver never showed up, and then told the dispatch that they came and I was not home. I had taken the day off of work to wait for this delivery so I wasted an entire day.

2) A week later, the re-delivery was supposed to occur between 11am and 3pm. The drivers did not show up until 6:30pm and when they took the table out of the truck and started wheeling it toward my home, the glass insert fell out of the battered box and now has a scuff on it. Also, one of my chairs has such a badly damaged leg that it is unsafe to sit in and needs to be replaced.

3) I called and arranged a replacement chair to be delivered about a week and a half later, and on the delivery day, the driver/dispatch called me about 15 times over the course of an hour because the driver was unable to find my home. I was giving him directions over and over again and trying to figure out where they had ended up. Finally when they were in my neighborhood, they asked me to come outside when they said they were 5 minutes away and wait for them. I waited for 40 minutes and then got another call saying that they still couldn’t find my home. Again I asked where they were and after them describing it to me, I told them that I thought that they might be on a street with a similar name to mine which was around the corner. I gave directions again and the driver rudely told me that he knew this neighborhood and that he was in the right place. Clearly this was not the case because I was standing on the street. Finally I was so frustrated that when the dispatcher called me back yet again, I told her to cancel the delivery for the day since this was completely wasting my afternoon and that she should do whatever she needs to so that I can pick up this replacement chair at the store. She promised me up and down that she would call me the next day. That was 4 weeks ago and I have not heard from the company since.

So I then called customer service and explained the below situation to the rep. She told me that having the replacement chair delivered to the store was an uncommon occurrence so I was going to have to work that out with the store manager and then with the delivery company. ARE YOU KIDDING ME? I am now being told to do customer service’s job for them, drop off the broken chair at the store, wait for the new one to be delivered and then go back and pick up the new chair.

I tried to call the store manager at the store nearest to me several times and I have not received a response.

This has been the worst experience I have ever had with purchasing ANY ITEM and based on this, I would never buy from this company again and will be actively encouraging other to never buy from this company.

Warning to any .future Rooms to go Buyers.I bought a power recliner couch microsuede a month ago.Last week we went to the store and looked at the floor model It has been sat on many times I told the salesman it wrinkles badly when we sit on it and the model didn t look like what ours does.He gave me the 800 service number.and said it shouldn t do that at 1 month.Last week a man came, smoothed the wrinkles took a pic and left.Today, a gal called and said they all do that.I said I beg to differ.I know many ppl that have this material and theirs hasn t done it.She said nothing they can do.Needless to say, I was warned about Rooms to go that they don t stand to their word and they were right.No more business from us and I will spread the word.So please be aware of their misrepresentations.I will post this on my page also.

in March 2015 we purchased a bedroom set for my son. The furniture was delivered a week later with damage to all pieces. Customer service sent out a new set one week later again with damage on all pieces. Another set was sent out a week later and once again damage all over the furniture this time customer service said they would send out a repairman. On April 4th my son was sleeping and was woken by his bed collapsing from underneath him. His shoulder had a bruise on it and he was very frightened. When I called rooms to go they said well you can wait for the repair man when he gets there show him the collapsed bed. The repairman showed up a few days later supposedly fixed the bed and left. Later that night my son was getting into bed and the bed collapsed once again. This time injuring his hip and leaving a big bruise. I called rooms to go the next morning and told them I do not want the furniture it is a hazard and my son has been hurt twice now. They informed me they do not take furniture back they only fix it and the only option they would give me is to spend more money there on a different bed room set. I then contacted the Better Business Bureau and still dealing with them because Rooms To Go finally agreed to take the furniture back and give a full refund but now they are playing games telling me the truck is too full to pick up the furniture or I'm going to have to wait from 8 o'clock in the morning to 10 o'clock at night. This is unacceptable my son has not had a bed for 3 weeks now because of their furniture that collapses for no reason.

Your furniture is of very bad quality and you don't care about your customers to make things right !

Got a microfiber dual electric recliner sofa and a love seat from you on march 9, 2013. As of this time since the cushions are all out of shape, flat, and you can feel the springs in them. Also the stains in this 2 pieces of furniture won't come off. I was never given the special cleaner that i was supposed to be given at the time of purchase at your store per your forcefield exclusive fabric protection 3 year warranty certificate that i was given with my purchase receipt. It is obvious that this furniture was never professional treated before delivery as it states on the warranty paper. If i would have been given the cleaner i would have been able to get all the stains off as they occur.

When contacted you via email at [protected]@roomstogo.com about this problem a technician was scheduled to come to inspect it. When he came he took pictures of it and was told will hear from you in 3 to 5 business days.

Your response to this was: " set overall soiled and requires professional cleaning. Once this has been done to give you a call to schedule a technician again to re - apply the bond. "

I replied back asking about the cushions and comfort of the set in which i received a replied telling me that i never told you about this. I replied again sending you my original email to you so you can see this is not true. I received another response telling me that it didn't matter since nothing it can be done until i get it professional cleaned. I contacted you again via email and told you that it will cost me hundreds to have this done. I received another response telling me that until i get the furniture professionally cleaned nothing could be done. All this emails were replied by ashley and melissa.
It clearly shows you don't care and you are not willing to solve the problem at your expense but at my expense. And only thing you are doing is reapplying the bond. Nothing about the condition of the cushions.

I also called your customer service department and i was told a different story. Was told that there was nothing you can do about the cushions / comfort of the set because is no longer under the manufacturer's warranty.

This all clearly shows that you sell very low quality furniture and is not worth it. I had furniture in the past that i have purchased from other places and have lasted years with no problems.

This is not the first time i purchased furniture from you but it will be my last.

As told you in my emails i will be posting my experience with rooms to go in any sources i can find to let everyone else know to be careful about buying things from you and better not to and buy it somewhere else !

I couple of weeks ago we purchased over $5K in furniture with Rooms To Go to furnish a one bedroom apartment. When we picked out the furniture we didn't have anywhere to put it until the apartment was ready. It was agreed that the furniture would be placed on "layaway" until the apartment was ready. We paid $1400 at that time. A week later the apartment was ready so we went and paid the balance on the "layaway" so that we could set up a time to have the furniture delivered. It was at that time that we were informed that the living room set we had picked out was on backorder and that they would see what they could do to have it delivered the following Friday as we requested. We never heard back. We went into the store to check the status and were told that the set wouldn't be delivered until May. That, I felt, was deceptive because had we had that information up front I wouldn't have parted with several thousand more dollars for what amounts to at this time as nothing. Again, we were told that they would look into it and get back to us. Again, no one ever did. On late Friday night the available bedroom and dining room furniture were delivered, but no living room set. And no call from the sales person or the manager letting us know the status of our delivery or even following-up on our complaint. They have their payment in full, so they are now treating us like we are at their mercy. Very poor customer service.

Theresa Cyrgalis – I bought a DR a LR set and 3 tables, one of the end tables has some sort of bug eating its way through it little piles of sawdust everywhere, So I called customer service they will send someone out to look at it in a week. Meanwhile I have $5000 wood floors a year old, wood work behind it, and I have 2 chairs on back order that I ordered for the dining room, I am so pissed off right now I want to cancel that order as well. I took the table and put it out on the front porch where it is screened in and all concrete, I just hope whatever the critters are they haven't gotten to my flooring. I am furious, sent a message to the complaint board 45 minutes ago and someone was supposed to call me right away.
20 seconds ago

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

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

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

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

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

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

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

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

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

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

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