Rooms To Go

The store itself was good. The salesman was a little pushy but he was trying to sell. My experience after I walked out of the store was TERRIBLE. I will NEVER buy from Rooms To Go again. It was awful. After waiting almost 2 weeks to get my couch, the delivery people forgot the legs to the ottoman. They told us they would overnight the legs when they got back to the warehouse and that they were easy enough for us to install or we could set up a service appointment once we got the legs. This was a Friday and they delivered just before 5pm so I figured they wouldn’t get the legs sent out Friday so I waited a few days (until Wednesday) and still no legs. I called the Customer Care Center and they made it out to be my fault that I didn’t call to tell them the legs weren’t delivered. They said that there was no note on my account that the legs were missing and that the delivery people can’t ship parts, let alone overnight them. I don’t know how I was supposed to know that since this is my first purchase from Rooms To Go. So then they say it will be 5 – 7 business days for the legs to get to me. The time of this phone call is now 5 days after the furniture was delivered. I was so mad and let them know. I then called this Rooms To Go location to talk to them because I was upset. They said that they will take the information and forward to a Customer Care Center Supervisor and that the supervisor would be calling me by the end of the day (which was still Wednesday). I never got a call. I called back to the Customer Care Center Thursday afternoon and asked why someone didn’t call and they said they didn’t receive the request from the store! They did say that my legs were sent out that morning (Thursday) and would be arriving to me on Friday. I called the store to figure out why they hadn’t forwarded the request and they said that they did. They also told me that the legs wouldn’t arrive until Saturday. RIght there, conflicting information. Well, the legs FINALLY showed up Saturday at 5:15pm (ish). We couldn’t install them ourselves like the delivery guys had said because we don’t have the right tool to do so. So I called the Customer Care Center again. Well they close at 4:30pm on Saturday (8 days after the furniture was delivered) so then I had to wait until Monday to even be able to schedule the service request for the legs. So I call Monday. They say the FIRST day they can come is Thursday (which is Christmas Eve and 13 days after the furniture was delivered). I agreed since I had no other option. Then on Wednesday, I got a text and 3 phone calls to let me know that the 4 hour window was 9am-​1pm. I’m also told the tech will call prior to arriving. So Thursday morning comes around, no phone call the guy shows up. Fine. I let him in and he says that about 90% of his service calls are for ottomans not having the legs. He was in my house for 3 mins. 3 MINUTES! Yet I had to wait. I called the Customer Care Center to just tell them how disappointed I was and all they had to say is that they will note the account. NEVER ONCE did they apologize. Some of the WORST customer service I have EVER received. I also sent an email to Customer Service and their only response was that the legs were scheduled to be installed. No sorry for your inconvenience, no let me do something to make it up to you, nothing. It was like I deserved this all along. I spent $ 89.99 on delivery and it was a joke. By the time my couch was completed, it had been 3 and a half weeks since I bought it and it was completed the MORNING of Christmas Eve. Hours before I had a house full of people. Again, the entire experience was awful and not once did anyone try to make the situation better. Not even a sorry. I will NEVER buy from Rooms To Go again!

I did not have the same experience everyone else had. My wife went there earlier in the day and met with a nice sales woman named Carmen. My wife found a few things she liked so we went back last night. Carmen was with a customer but came and met us shortly thereafter. She was very patient and knowledgeable showing us around the store so we can try to see all of the options in the store for what we were looking for. I don’t know if they asked my wife about the protection plan, but I was planning on signing up for it anyways since we have two dogs. I’ll be sure to update this if I get all of the annoying calls or horrible service going forward, but so far so good.

I wish I could give negative stars. worst service ever. their «maintenance guy’ came into my house, and instead of having a simple bolt to fix their weak chairs, he used a self tapping screw to just screw the base into the wood and completely ruined my $ 1000 dining set. Tells my roomate, «yea, those guys at the warehouse don’t assemble chairs right»… DOES NOT do a courtesy check just to tighten screws on the other 3 chairs I have, so 3 days later another one broke. Was in such a rush to get out, That worker I hope will never enter peoples houses again and ruin their personal items. So I call customer service to talk to a manager. Did I get one? NOPE. some rep tells me they will send a new chair out… OK! i’m calmed down now… But wait there’s more… they then proceed to email, text, phone call after phone call after phone call from robots and people. probable 19 times to verify delivery between 3−7pm on today’s date. Well sure enough i had to take the time off from work to make sure i was here at 3pm. It’s currently 6:30pm and I’m still waiting. Never again will I ever do business here and will continue to spread the word that this place sucks.

Their service is horrible, in the store and on the 800 service number, and even their delivery guys whine about their job and don’t even do it correctly.

Horrible experience. We bought around $ 2300 worth of furniture and set up a pick up date 6 days out. Within a day, we were getting phone calls at work asking when we were going to pick it up. In one day alone, we got 3 calls. When I picked up the furniture, early I might add, we were met by an unapologetic manager who argued with his employee and then with us.