Rooms To Go
Reviews and Complaints
ROOMS TO GO IS A JOKE AND RIP OFF
Broken merchandise; late multiple deliveries
What does customer service mean?
Rooms 2 Go
Horrible furniture made in Taiwan without glass top replacement and bad costumer service
I Purchased furniture less than a year ago and the glass top on the cocktail table broke, when I called rooms to go to see if I could purchase a replacement glass top they told me that the only two options I had was to buy another cocktail table which is over $250 or to search for a glass company provider on my own and buy a replacement. By the way the reasons why Rooms to go is not able to provide a glass top replacement is because first of all the furniture is made in Taiwan and this company does not offer glass replacement and secondly because rooms to go does not want to provide customers with the glass company they used because they don't want to be responsible if the customer is not happy with the glass top replacement.
So I try finding a glass top company in HOuston Tx on my own, and the cheapest price given to replace the glass is $300, which is more than the cost of the cocktail table. SO I tried contacting rooms to go to see if they can offer me any type of discount on the same cocktail table or do something for a very unsatisfied customer and they just don't care and are not willing to do anything. I would not recommend anyone to purchase anything that is made of glass from rooms to go since they are not able to provide glass replacement in case the glass brakes.
Their customer service is really unprofessional and the whole company does not show any value for their customers. I will never buy anything from there again.
rooms to go
Damaged furniture, 4 hour blocks, and lousy customer service
Leather color rubs off damp finger!!!!
Mattress
Unable to deliver backordered item when promised delivery date
29 Nov 2010 I Purchased furniture $5000.00( Lamps Back Order delivery
date 25 Feb 2011)
30 Nov 2010 purposed delivery time I was told will be 6:00PM. I waited until 8:00PM then I received a call I wasn't going to get my furniture until tomorrow. 31 Nov 2010 Furniture delivered 11:00AM after the delivery guys left my home a customer service rep called me and wanted me to do a survey over the phone. When I started to tell about the problem I had the day before she said the survey wasn't for what happen the day before when they failed to deliver my furniture she said that this survey was for only the delivery guys today. (customer survey should cover the customer total experience from time of purchase until delivery.
20 Feb 2011 Received a call pushing back delivery date from 21 Feb 2011 to March 29,2011 (witch added 4 more weeks onto the already 11 weeks been waiting)
28 Mar 2011 8:00PM the night before my lamps were to be delivered the next day I Received a phone call pushing the delivery date back to 05 April 2011 ( witch add 1 more week onto the already 15 weeks been waiting). The phone call was from Rooms To Go warehouse in Brookshire TX which is 3 hours away from me (by car). The Room To Go warehouse in Brookshire informed me that my order (Lamps) was in their warehouse and wasn't going to be delivered until next Tuesday at the earliest (1 week). I told the customer service rep at the warehouse that i was a marine and I was headed back to the Middle East for a year. I also told this service rep. that I live alone I have no relatives nor friends in Austin TX since I recently relocated there. The only help I got from the warehouse was to contact the customer service at the store where I purchased the furniture, and when I tried to call the store customer service they was closed. I went online and sent the Rooms To Go customer service department a email voicing my unhappiness with their service and all I got back was the usual we're sorry for the inconvenience and started placing the blame on the manufacture of the lamps. The following morning I called the Rooms To Go store where I purchased the furniture and informed them what was going on with my lamps and also my situation time restraints. The only thing they was willing to do for me is try to get the lamps put on a truck and shipped to the store near me but they need not know when it was going to get there (this was Tuesday and I leave Saturday morning. The other option the customer service rep gave me was me driving to the warehouse and picking up the lamps. I agreed to drive and pickup the lamps but the Rep. told me it would have to be Friday between the hours of 10am and 8pm, I ask the Rep why can i not drive there now she said that it would have to be by appointment only, and earliest she can get me in was Friday. So now I got to drive 3 hours to pickup lamps and 3 hours back home get ready to fly out in 13 hours. I took a chance excepting the delay for this back order again I'm not a civilian where is I'm at home everyday. I have no family here in Austin, when I am back in the country I live alone I needed the lamps either overnighted to the nearest store here in Austin are to my address. Rooms To Go need nothing to help the situation, they didn't care I will never recommend nor tell my family or friends where I purchased my furniture from. I went above and beyond being a Patience customer. VERY VERY PISSED OFF MARINE!
Rooms to go Poor customer service and sells cheap furniture
Customer service was disasterous
customer service will lie to you to get you off their case. they will just tell you what you want to hear.
My fiance and I had just signed a lease on our first apartment and needed ALL new furniture. Rooms to Go was suggested to me by a co-worker and that night, my fiance and I visited the store in Boca Raton, FL. We were immediately approached by a Sales Associate and he seemed great, he gave us our space while we browsed but made himself available for any questions or advice we needed on make such a large, important purchase.
We ended up purchasing a king size bed with a mattress and boxspring, a couple of bar stools, 2 nightstands and a couch. We also purchased the fabric protector for the couch and didn't realize until after delivery that we also bought a mattress protector that was made to seem like it was included as part of the mattress but i digress. we paid upfront, no financing.
We were moving into our apartment on a Saturday morning and having the furniture delivered the same day. We received a phone call from the sales associate about a week prior to our move-in date stating that the bed was actually discontinued and needed to be shipped in from out of state. It would be delivered the following week. I was completely fine with that, stuff happens. As long as we had our other furniture, it would be ok. We worked that out and there was no problem. My fiance would take the day off work to be home for that delivery.
Two days before our delivery date, we received the call from Rooms to Go letting us know what our 4 hour window was for delivery. It was 7am until 11am. We didn't get our keys to the apartment until 10am. This is where our nightmare begins.
I called customer service and let them know our situation. I was very concerned as a) we needed our furniture that day because we had NOTHING and b) if they came before 10, we didn't want them to just leave, we needed them to carry our furniture up the stairs to our 2nd floor apartment. Logistically, it would also be a nightmare for the delivery guys when they load their truck if they loaded us up as an early delivery and had to come back later - all day they would have to work around our large delivery.
The woman told me there were no guarantees but she would make a note of our situation. I then called the store where we purchased our furniture and talked to our salesperson. He made it seem like we were such an inconvenience. He said we would likely be one of the earlier deliveries. I told him this was just not an option. Not because we were too lazy to wake up early but we physically would not have access to our apartment at that time. He asked if there was anything we could do to change that. I called the property manager and was informed we would have to have a new lease worked out and would have to pay for the extra day. Although only $32, it was completely unnecessary. I told my fiance to call the store back, i was at work and had to go. He called the store and our salesperson suddenly was unavailable. He called customer service and they told him they would make a note. This just would not suffice. We had to have a guarantee that it would come later, atleast make us one of the last deliveries. This was for our advantage as well as the delivery guys. He called the store back and was told that they make the final decision based on delivery so they would just make us the 11th stop of the day and that it should be after 10, or atleast very close to it - no problem.
This was funny because in all, we had made about 5 phone calls in an hour and was told all along there were no guarantees. whatever. He got names and spoke with a manager who assured us, there would be a note on for the delivery guys that we don't receive the keys until 10 and to plan accordingly. Don't trust what they tell you. 7:38am on Saturday morning, my phone rings. Guess who? Obviously, the delivery guys were at our apartment and wanted to know what was going on. i explained the situation and said there was supposed to be a note. no such luck. no note the guy tells me.
the delivery guy i spoke with was AMAZING. He was very professional and informed me that rooms to go "doesn't always pass the information on to the right people" and that it was no problem. It would be a bit of a hassle for him in the truck because of the king size mattresses, but he would make it work. I just had to call the 800 number when i had the keys and let them know we were ready.
my fiance and i both called rooms to go to let them know that there was no note after we had made several phone calls and received guarantees. "We dont make guarantees". we told them that we had been told we'd be 11th on the list. They said this wasnt possible. Basically calling us liars. They said that if the people at the store told us one thing, that is their problem and we need to deal with the store, it isn't customer service's problem. Don't they represent the same company? I guess noone wants to take blame. We spoke to a manager at customer service who told us the same thing. We said we werent looking for free things or a discount, just that we spent alot of money, paid cash, and expected to be treated well and not be told one thing and have something else happen. Again, we were told nothing could be done and they never would've told us that they would put us at the end of the delivery list. Pointless call.
We got the keys and called customer service back. They told me that the delivery guy would "still deliver our furniture today" (if he didnt, that wouldve been a whole other mess) and that he will call me a half hour before he shows up. I did make a point of telling customer service that aside from the mess we were dealing with, that the delivery guys were great. My issue was in the principle of the situation - don't tell me that i have nothing to worry about and you made a note of our situation when that is just not the case. The delivery guys showed up, no half hour warning but i didn't care at all - i was still getting the furniture on the right day. They were great and very understand - almost made me feel like this wasn't a first time thing.
This is when we were made aware that the mattress protector was an extra piece and not part of the mattress as it was described to us. it will be returned in the next couple of days.
All in all, if pressed, customer service will just tell you what you want to hear to get you to leave them alone. the deliveries are done by a contracted company and rooms to go should thank their lucky stars that they have such great guys delivering their products otherwise they would have no redeeming qualities as a business.
oh and for what it's worth, we do love our furniture. its only been 24 hours but we received everything they said we would and there were no mistakes. it all looks great and we are very pleased with the product.
Rooms to Go- Disappointed Customer!!!
On September 2nd I made the mistake of going into the Lakeline Rooms to Go store in Austin TX to purchase furniture for a loft I recently moved into. I purchased a living room package, a media console, a dining room set and a mattress set with frame. I purchased all these items with the agreement from the sales associate and manager at the store that my delivery would be expressed delivered Saturday September 4th due to the mattress and I do not have a bed to sleep on. Unfortunately with express delivery service if something is expressed they refuse to tell you approximately what time they will arrive- just told me it would be between 7am to 10pm at night and I would have to wait until they get there. So I sat in my bare loft from 6:45am to 4:00pm that Saturday until the delivery service finally arrived. When they arrived I met them downstairs to let them up. First thing the delivery person stated is we have a problem- they didn't load your mattress on our truck it got loaded by mistake on another truck (they knew this the whole time but failed to notify me prior to arriving). Resolution- NONE- nothing we can do about it, stated I need to call customer service on Tuesday September 7th since Monday was a Holiday. Another problem the delivery person stated he had is he refused to walk my furniture up to the fourth floor if it doesn't fit in the elevator- it's against their policy to go up past three flights of stairs- but he did offer to leave the furniture in the parking lot- are you kidding me!!! I paid well over $200 dollars for delivery of my furniture and this is how you treat a customer who just spent over $3000 dollars in your store! I begged them to please take the furniture upstairs for me as I provided what floor I was on when ordering my furniture and this policy was NEVER mentioned to me. After 30 minutes of arguing and asking him to get his manager on the phone he finally agreed to bring my furniture up- minus the mattress set of course. I called customer service first thing Tuesday Sept 7th to find out where my mattress is and have it delivered ASAP. Here is the response I got from what is supposed to me great customer service (this is after they spent all day trying to figure out what happened to my mattress set)- I'm sorry for the inconvenience but we can have that delivered on Sept 14th"- 10 days after the original scheduled delivery date - Seriously that's acceptable with Rooms to Go company? Rooms to Go messes up the delivery and the customer has to suffer as a result??! So I reluctantly agreed as I had no other choice. Today I call to confirm my mattress delivery for tomorrow and get on the phone with Ebony in the customer service dept. Ebony proceeds to tell me that she shows no delivery set up for Tuesday the 14th for my mattress set-needless to say I was pretty mad. I asked to speak to her manager and she proceeds to tell me this isn't her problem and argues with me- again fabulous service!! Finally Vicky a supervisor gets on the phone and tells me they don't know what happened again- but she'll see what she can do. Vicki calls me back and says she'll put me on an express delivery for the 14th but I'll have to wait ALL DAY again because it is express and they can't call me before they come with a time frame- -seriously!
I am beyond disappointed and digusted with Rooms to Go store, service, and experience. This has been an absolute nightmare to deal with. I understand that mistakes happen but the process should be to fix it immediately for the customer- instead your process is the customer has to wait until it is convenient for Rooms to Go to get back out to the customer. I have been without a bed sleeping on a couch since September 4th because Rooms to Go can't seem to get it right. Here's a question- Express delivery, a customer has to wait from 7am to 10pm for their furniture. My delivery was Sept 4th at 4pm- they knew my mattress was on another truck in San Antonio, so why couldn't they come by that day to deliver it to me- they had plenty of time till the 10pm cut off- I guess it's because it wasn't convenient for the drivers- but who cares about the customer, right?
I have never experienced such dissatisfaction with anyone like I have with Room to Go. I can never see myself purchasing from Rooms to Go again and can never see myself recommending Rooms to Go to anyone as I would not want them to go through what I have been going through since I purchased from their store. In the process of trying to locate some Rooms to Go Executive team email address, I came across a Rooms to Go hate page- WOW! it must be pretty bad for someone to create a Room to Go hate page! I guess I'm not the only customer receiving this type of service. Rooms to Go might want to work on their policy of complete satisfaction for the customer- it seems it's failing miserably. They need to revisit how their delivery service works and most importantly train what's supposed to be the customer service staff on how to actually fix a problem that helps the customer.
Rooms to go
Rooms To Go has to GO!
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I’m really sorry to hear about the problems you experienced with your mattress unit. If you still have the mattress unit, please email us the order details at tellus@***.com. Once we have this information, we can then look further into your concerns.
I agree. never go to Rooms TO GO :?