HORRIBE FREAKIN SERVICE,,,we bought a mattress set (against my better judgment to go with Mattress Firm) I was told the delivery was 7AM to 10PM, at 1PM I was informed, the deliveries hadnt even started, but there were only 5 deliveries and it should take long. At 7PM I was informed, that they wouldnt deliver till between 9PM and 10PM at night, but they were giving me a "curitosy call" so I wouldnt waste my day waiting for them! REALLY!!!! The receptionist was rude, my sales person was only interested in their commision and I am stuck stil waiting on my delivery. You would think if you drop a couple thousand on something, a retailer could at least work with you on delivery. Maybe Rooms to Go doesnt think a couple of thousand is alot and there for dont see a reason to hurry, I will never buy from them again, and I will tell everyone and anyone not to buy from these people either!
Furniture delivery. My husband and I purchased furniture for 3 rooms from the store at 14434 IH 10 W.on 12/17/11 and it was scheduled for delivery on 1/6/12.We were having problems coordinating our schedules so that we could be there when the furniture arrived so I called and spoke with Megan D. (the young lady who sold us the furniture) and told her the problem we were having. I told her we were trying to get things rearranged and that we may have to reschedule,she wasn't nearly as friendly as she was when we dealt with her in December. Oh,I forgot to mention that our furniture was fully paid for at the time of purchase and she got a very large commission so one would think that she would do whatever needed to be done to try and rearrange things for us but she wasn't any help. My husband called and spoke with her last night and he said that she got very ugly with him and told him "Well,it's not like we just have an empty truck that we can just back up and load anytime we want. My husband then said "Well,what if we just cancel the order since it seems that you just made a lot of money off of us and now you're not wanting to do anything to try and help us?" She said it would be a 20% restocking fee which added up to a very large sum of money.After he hung up the phone he said that sure wasn't the same Megan that we dealt with in the store because she was so friendly then and so rude and ugly now but I'm sure she had already received her large commission and didn't have to be nice anymore.I told my husband that I would call and speak to the store manager this morning and that if we couldn't resolve the issue then we would cancel and just eat the restocking fee. I spoke with manager Quinton Hall and he was very understanding when I told him the situation, he said that the furniture was already loaded on the truck for delivery and that he would be more than happy to see what he could do. He said that he would just have to make some phone calls and get stuff rearranged and to call him as soon as I found out when we could be there. While I was waiting for a phone call to tell him when we could be there he called me back to see if I had found out anything and I told him that I hadn't but that I would call him as soon as I found out. When I called back and told him when we could be there ha said that he would call and have everything arranged.Quinton Hall went above and beyond what Megan was willing, he said that all he had to do was make some phone calls and apologized for what Megan had done. I would tell anyone that if they have any problems at this store to speak with Mr. Hall because in my opinion he is one GREAT manager and knows what customer service really is.I wrote a review on 1/5/12 and this is just a follow-up Furniture delivery date 1/6/12:. Our furniture was delivered right on time( actually,our furniture arrived at our new place before we did) and I can't say enough good things about Mario and Steven ( the guys who brought our furniture). They were extremely nice and very efficient, my husband thought he would have to assemble the furniture after it arrived but Mario and Steven assembled and set up everything and acted as though they really didn't mind doing it and they were so polite and well mannered. Everything was in great shape with the exception of the dresser (one corner was messed up) and Mario documented it on his computer and told me that even though he documented it that I should call and report it anyway. Someone called about 10 minutes after the guys left to see if furniture was delivered and to see if there were any problems and my husband told her about the dresser and a new one is scheduled for delivery on 1/21/12.After reading all the negative reviews about RTG we were beginning to regret buying from them but I would certainly recommend them now!!!!!!
Spare Yourself the Headache: Don't Shop Here. My new wife and I were in the market for a mattress, so we went to RTG because of their financing options. At the store, we were greeted by a salesman named Danny. We informed him we were interested in a memory foam mattress. He told us that memory foam keeps its shape and won't sag. When we asked if the mattress we liked would be hotter than other types of foam, Danny said, "All memory foam mattresses are naturally cooler." He showed us a brand we had never heard of before and when asked about it, he told us
Store Manager Can Solve Problems Quickly.
If you buy a bedroom set at RTG beware that the policy is that you can 'exchange' the mattress you choose if you do so in 30 days from date of purchase. You cannot get a 'refund' - only an 'exchnage' for another matress in the RTG store. This is not made clear in any conversations with Sales or on any agreements that you sign. And this 'exchange' will cost you at least 99 dollars.
After a few visits to the store and phone calls with our sales associate I finally got resolution to my delima, but settled for an exchange, rather than continue to fight for a refund.
I was about to write a very bad review on this store until I got a phone call from Rich Roy, the RTG Store Manager in SA. What a differnece a phone call makes and what a difference it was to hear someone say that I was right. Rich should get an award for being customer focused. Not only did Rich work with me to understand my problem he went the extra mile to ensure a rapid delivery and thre in some extras to make me 99.75% satisfied.
Bottom line - don't deal with floor sales or mid-level managers if you are not satisfied. Take your problem up to Rich and you will get treated like a person, not just a commission.
Room to Go Lost and they are PISSED.
Let ‘s start off by saying this was probably the worst customer service that I have ever experienced in my 51 years . I’ve never had a business downright lie to me. It started out with multiple problems trying to have my furniture delivered. All I was trying to do was to have some furniture delivered to me so that I could take it to my condo. My furniture was delivered on (Thursday)01/27/2011. My employees drove the furniture to the coast on Friday night which was a 3 ½ hour drive. On Saturday morning they unloaded the furniture, and after doing so, they realized that it was too bulky. I did purchase the furniture online so I had no idea that it would not fit in my condo until it was delivered. I then told my employees to bring it back. I called on Monday and spoke to a representative from Rooms To Go. The lady told me about their 48 hour policy which I was unaware. When I was on line placing my order I never saw a 48 hour return policy. I explained my situation to a representative agent. She did agree to have it picked up and gave me a pickup date which was 02/08/2011. On 02/11/2011 I called to see why my chair had not been picked up. They had no record of my conversation about my return. I told them I have phone records and a witness that heard my side of the conversation . They told me that didn’t prove anything. Then the excuses started to flow. They said when the delivery men put the furniture in my trailer, it voided my warranty . I asked them why their men didn’t say anything. I replied to the woman,”So if I would have picked it up at the store ,they would have had no idea where I would have taking the furniture and I would still have my warranty.” I said that made no sense. Then I asked to speak to a manager and they refused . I felt I had no other choice but to contact you. I feel if Rooms To Go could easily put there 48 hour return policy somewhere on my online receipt. I bought this furniture not planning on returning it would’ve been nice to see it on my receipt. But the reason why I have contacted you is that they flat out lie to me and told me I did not have proof of my conversation. The one thing they could not answer is how I received that pickup date. I felt like someone told me the wrong information and now they’re trying to hide it and maybe I will go away.
UPDATE Room to Go LOST!!!!!!!!!
That God for VISA
To The collections agency
Let me start off by saying that I don't believe this will be a fair decision since you do work for the company. But this will show that I have at least tried to resolve the situation. As you will see in my paperwork, visa who is a neutral party did side with me. I have the piece of furniture that Rooms To Go refused to pick up or accept.
Why visa sided with me:
Visa requires you to put your return policy on your receipt. They did not “For good reason”
The second reason why visa sided with me:
Was because they said that the furniture was scratched, a false statement. I have the pictures to prove that the piece of furniture was not scratched as they stated.
Delivery in Days my butt!. I too, am one of the many who fell prey to Rooms to Go...I like all the others wish I had done my homework and check out reviews before buying a living rooms set. We are still currently waiting for our furniture to be delivered, we bought it on Jan 24th and it won't get here until March 24th. TWO MONTHS!!! It's ridiculous. We paid in cash and I wish now that I had just cancelled it when I could have gotten all my money back. The people at the salesroom are lazy and mostly talking among themselves and pay not attention to helping you. Even the people on the phone are rude and act as if you're bothering them. We never got our extra furniture protection cleaners that were promised by our sales lady. And we were told that and I still see even now in commercials, that delivery is fast and within days. HA! Now I'm hoping that the furniture doesn't come damaged or that they don't damage my home. This has been our first and last experience with Rooms to go.
DO NOT BUY!!!!!. Their commercial says next day delivery? That is bull sh*t!!!! I ordered my daughter the famous Cinderella bed from them and I didn't get it until a week and a half later. Then when they came to deliver they didn't have some hardware part to complete the bed. They apparently ordered it and over night the part next day. Well the next day I didn't hear from them so I called and they tell me they never ordered it and they were going to place it again. Then the next day came and same thing. I was fuming mad!!! I got the same crap again that UPS was going to deliver the hardward over night and once I got it I need to call them so I can send a tech out there. Lesson learned that I am never ordering furniture from them! THEY SUCK! And horrible customer services skills!!!
If the store manager can't help then who can???. I purchased a queen bed from this store one month ago. Had to wait two weeks for delivery. When it was delivered the headboard was broken. Had to wait another week for a replacement headboard. That came today but guess what??? The rails didn't fit! Its laughable, truely!!! So I called the store manager, Marlo, who could not care less about this situation I was having to deal with. I asked him to help me resolve this problem asap, but in his yappy, mousy voice, could only say "theres nothing more I can do, we can deliver the rails next Saturday". ANOTHER WEEK!!!! HAHAHA too funny. I told him he just didn't give a sh*t about my situation then he hung up on me. They have a policy, you cuss, they can hang up on you. Wanna deal with this mess too, then go to the nearest ROOMS TO GO location! Im never stepping foot in that store again. They have my 500.00 but I still dont have my bed. What a crock. Oh yeah, they have no corporate office to complain to, they answer, apparently, to no one.
Everyone be ware!!!!. I purchased a bedroom set for my daughter from SA Rooms To Go. I told them I wanted all hardwood. The set I got has SOME hardwood but mostly pressed wood. I had to get 3 dressers and 1 night stand replaced at delivery b/c they all showed up with defects. My railings on the bed chipped away b/c they were made of particle board and the trundle was designed poorly and pulls apart. I also purchased the extended warranty. I specifically said "I am military and moving will warranty cover me with minimal fees if I move outside Rooms To Go area" They replied it would. Well I live in NY now and a cheaply made part needs to be replaced. When I contacted Rooms To Go they claim they will replace the part but at a $400 shipping rate. They claimed it is b/c I was outside the Rooms To Go service area. So I said fine, what if I shipped it to San Antonio the originating store. They said it would cost me $200. The damn bed isn’t even worth $200. I am VERY dissatisfied with the San Antonio store and the corporate office, Stacy Butler, that I was dealing with. Do not buy from the store!
Deliver Used Smelly Furniture late every time. DO NOT BUY FROM ROOMS TO GO YOU WILL BE SORRY, look at all the reviews and even national reviews YOU HAVE BEEN WARNED.I went rooms to go up near 410/281. The sales-man promis you the world. I paid $2500 cash for a new living room set. It was delivered weeks later, it smelled terrible, a leg was broken off of the sofa. The driver forced my wife to sign stating they could not return and she must accept delivery. Here it is weeks later and we still have this used/smelly broken furniture. This is nothing new if you look at better business websites, pissed customer website etc.. every one has ROOMS TO GO has a horrible company. DO NO BUY or you will be SORRY!
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