Rooms To Go

In 2019, we purchased furniture from Rooms to Go in San Antonio at the I10 location. My husband did not get approved for enough credit to buy everything so I opened up a Rooms To Go Synchrony account too to cover the rest of the balance.

In March of 2021, we returned a mattress within the warranty period and upgraded to a new one. There was a price difference that we charged to the Rooms to Go Synchrony credit card and my personal bank card.

After this exchange we have not heard from Rooms To Go and have paid off both Synchrony credit cards. All of a sudden a couple of months ago, we get a generic notice from Rooms To Go that we owe $370.81. This notice does not note what the charge is for so we call Synchrony Bank who confirms our accounts are paid off. We attempt to call the [protected] number on the notice and no one answers and a weird Cisco answering device picks up but always says there is no operator available. We then call the local Rooms To Go location we bought the furniture from and they can’t help and say it must be a scam letter.

We continue to get a couple more of these bills and check our credit reports to confirm we owe nothing to Rooms to Go. Because we were told these must be a fraud scam we continue to disregard until we get a collections notice from Transworld Systems. We call and explain we owe nothing and they said they will note the account. We call the [protected] number from the Rooms to Go notice and still no answer.

I decide to call the local Rooms to Go store again and explain to someone all that is happening. They then say we have a balance with Rooms To Go directly due to a mattress cost. They can’t tell me anything more as they said they need to research and that I should talk to customer service.

I call customer service who takes all my info, researches and say they will call me back. I call Synchrony to request my 2021 statements for both accounts we opened.

After not getting a call back, I call the Rooms to Go store where we made our exchange and ask for a manager (Peter). All he can tell me is he sees the outstanding cost of $358.31 for a mattress exchange but cannot see anything else and says he will have to pull receipts and research and will call the next day.

The next day another manager, Dwight calls to explain all he can see is that customer service made a mistake and credited a synchrony credit card for the difference of $358.31 and that’s why we owe money now.

Why do we all of a sudden owe money 2.5 years later with no explanation or description of cost on the notice.

Why does the store blame customer care and customer care blame the store saying they only handle delivery and furniture claims. I repeatedly have asked to speak to someone who can help with the transactions just to be told it is finance and there is no direct contact to them.

How am I supposed to justify a bill we are getting 2.5 years later after your company made a mistake.

Please clear this bill and fix this mess that your people created.

Legally, I am not required to pay this bill as we were never made aware id it and it came with no description or dates of service (see image).

Can someone please call me back

Just like many customers, we have been dealing with a delayed delivery since January 2021, the original order was placed in November 2020. On May 25th we were finally going to have our complete sectional 2 pieces still missing and all of a sudden no text, communication on May 25th. We didn't even get a rescheduled courtesy text. On Fathers day 2021 we went into the store to see what was happening and to let them know how unhappy we were with the customer service. We ended up being treated as hostile, erratic, and threatening criminals instead of a frustrated unhappy customer. The police were called and I was banned from the store.

It was very disappointing and hurtful to be treated this way and since this manager barely let me get two words out before insinuating I needed to lower my voice when I was speaking in my natural loud voice, it gives me the indication that I was racially profiled and instead of deescalating the issue if I was yelling (which I was not), he chose to make it worse.

I strongly believe this is not the representation and reputation you would like your customers to perceive from your store and employees. We hope that your company will address this matter accordingly.

I had bought some living room set from Rooms to Go at above address . This is not where my complaint is about .Twice I had to request to return damaged merchandise. So I was given a number by the delivery men for me to call and submit the information about the damaged furniture and love seat console recliner and sofa recliner. When I call there the people seem rude as though they hate their jobs. Very disrespectful to on the way they answer the phone and the way they talk. It's like them talking down to you. This last call I made was today complaining about the furniture that was delivered today to replace the furniture I had delivered on July the 2nd. I was explaining to the lady that my son inspected the furniture and one of the end tables was damaged and the sofa recliner didn't recline all the way .This was the new set they had just delivered to replace the other ones that were also damaged. Well the lady I talked to wanted me to send a picture of the damaged end table which we did .We send it to 1906agent@roomstogo.com. She stated she would call me back to make a decision and let me know the next delivery date and so far she hasn't .She was very rude. I didn't spend money just to be getting damaged merchandise and return it back constantly. These operators need to be a little more respectable to the customers who spend their well earned money on furniture tat really shouldn't even be damaged .And if it's getting damaged during transportation to site. Then those people should be replaced with people who know how to handle other people furniture.
My name is Richard Guerrero

Dear Rooms to Go,

Not only did you fail to deliver my sofa in proper working order the first time, you failed a 2nd, 3rd, and 4th time. Well guess what, there will not be a 5th. The customre service is pathetic and your company seems to not cair about anything dealing with customer satisfaction. I paid entirely too much for this sofa and gave up too much of my personal time waiting for something you continue to fail to deliver and I refuse to do it any longer. If I had my own truck, I would throw it back out at your delivery warehouse parking lot and be done. I can only hope to continue posting your failure on other socail media areas for all to read and hope when it comes time for someone looking for furniture, they look somewhere else.

My wife and I recently decided to visit the new store to purchase a living room set for the house we just had built. We were promptly greeted by Ruby who was very sweet and eager to help us. She showed us around until we found a living room set that would have been perfect for our new place. The price was right, but we had a problem with the delivery charges and amount of time if would have taken to receive the items. We asked if a better deal could be made since we were purchasing a large lot of items and she stated that she would have to get a manager's permission to do so. She called for the manager and after several minutes we still didn't have an answer. We asked the manager's name and she stated that it was Jason. My wife decided to use the facilities while we were patiently waiting for an answer. When she returned she let me know that there was a hefty sized sales girl in the back hallway by the bathrooms making out with another associate from the store. The lack of professionalism did not impress us to say the least. Before deciding that we would shop somewhere else, we discovered that the man was in fact the manager Jason, whom we had been waiting on. This store lost our business that day and for future purchases because we were blown off for a "make-out session" between two employees. Other than Ruby, we were very disappointed with our visit to this new store. They really should implement a policy about dating other employees in the work place.