Disgruntle P
map-marker Balch Springs, Texas

Rooms To Go has forgotten that without the consumer they have zero customers. The customer service

Rooms To Go Kids - Rooms To Go has forgotten that without the consumer they have zero customers. ...
Rooms To Go Kids - Rooms To Go has forgotten that without the consumer they have zero... - Image 2
Rooms To Go Kids - Rooms To Go has forgotten that without the consumer they have zero... - Image 3

I purchased three pieces from Rooms To Go Kids in Mesquite Texas. One of the pieces was delivered damaged.

Due to the damage to the right front leg, I noticed how unstable this extremely large peace was. The chest I purchased stands at about five feet. The chest stands on legs, which causes the peace to sway. This peace was for my small child's room that stands about two feet.

I called customer service and voiced my concerns. Their customer service offered to replace the chest free of charge. I then voiced my concerns ounce again and asked if they could just replace the peace with a smaller alternative piece in the collection. I also offered to pay the difference in price.

Their customer service informed me that I would have to repay a delivery charge to get the alternative piece. I then tried to explain to the customer service representative that if your company is planning to replace the damaged piece would not it make better since that you just bring the alternative piece rather than the dangerous chest. The customer service representative then said why would we was our time paying a delivery person to bring out the chest if you are going to replace it. I then said so why would I pay a separate delivery fee when you have to come out to bring the chest any way.

The customer service representative then hung up in my face. I tried calling back to speak to a hire authority figure, but I was told that I had to follow the chain of command and that the person I was speaking to would determine if I could speak to a higher authority figure. The customer services as well as the store manager both refused to give me corporate numbers, regional management, or district manager numbers. The store manager was absolutely no help and very *** He tried to charge me more for the piece I wanted which was marked the same price as my original chest.

This company has forgotten that if they lose their customers they lose their business. Rooms To Go has gotten Bigger than the Consumer. To end this I will never shop there again, nor will I advise anyone else to. This company and its unreasonable staff left me with accepting either the oversize piece and risking the safety of my daughter, or pay to replace the piece delivery fee plus the price-gouging attempt by the Mesquite manager.

The furniture piece I have is unsafe for small children and it should be sold in the original Rooms To Go and not the kids division.

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Loss:
$499
3 comments
Guest

Having the same issue with them as well. Yes, their customer service is terrible!

Guest

Having the same issue with them as well. :( Yes, they're customer service is terrible!

Guest

Are you able to send us an email with the order information, along with the details, to us at tellus@***.com? The way of which the incident was handled is very strange and we would like to see who you spoke with that informed you as such.

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Anonymous
map-marker San Antonio, Texas

Furniture

Yes I agree, I bought a piece of furniture never less from the children's section. And the 1 st one they delivered I noticed a crack in it and separation of the shelves after 2 days. So I called and got the run around about who to tAlk to and finally they decided they would deliver another one. Except the second one was damaged by the delivery guys and to top it off before we saw it they had taken the original one apart and just slung it back together damaging it even more. So we call and they say the will redeliver another one and inspect it before shipping, but did they no we only took the bottom of the box off and it was damaged too. So we call and they promise they will get it right this time so we wait 2 months for this one and of course we get the bottom o the box of and this one isn't even stained all the way. Ok so I call an the floor manager all he could do it tell well we don't have anything comparable and I can't do anything more for you. Basically all he could do is say there is nothing I can do for you. He didn't even try make me happy and even kept telling me I was the rude one. Hello put yourself in my shoes you would be upset to if you bought a room set and sold your old stuff to get all matching and now you can't have that???? So ya I am upset!
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Loss:
$400
1 comment
Guest

Anything more than one try for the delivery is excessive and certainly isn’t something that we want any of our customers to go through or experience. We would love to take a look to see what is going on and what we can do to get this taken care of for you, just send us an email with the details along with the order information to us at Tellus@***.com.

scott b Iul
map-marker El Paso, Texas

ROOMS TO GO NOT REPLACING POOR QUALITY DISNEY FURNITURE

My wife and I went to Rooms to Go to purchase the Disney Princess Bed, Dresser, and nite stands for Christmas last year for our daughter. I have never purchased furniture from there before and was reluctant to buy but that is the only place that sells the Disney Collection. We paid extra to have the furniture delivered as well. A couple of months later my wife is cleaning my daughters bedroom and realizes that the lower back portion of the legs were not painted and did not have finish on them. She called Rooms to Go and this guy shows up to take a look. Before she can stop him he is breaking out SPRAY PAINT IN MY DAUGHTERS BEDROOM to fix it. Well now we have "yellowing" spray paint on the furniture as well as "OVERSPRAY" where he did not mask the area not to be painted. IT LOOKS WORSE NOW!!!! We call Rooms to Go Customer Service to explain that we are still not satisfied. *** Work AGAIN to meet the service technician at the house........now they are going to send a set of replacement legs to replace the ones that were originally missing the finish. THAT DOES NOT FIX THE OVERSPRAY THAT IS NOW ON THE FURNITURE FROM THE 1ST GUY!!!!!!! I WILL NEVER BUY FROM THAT STORE AGAIN.............BUYER BEWARE..........THE WARRANTY THAT YOU PAY FOR DOES NOT MATTER......WE HAVE BEEN GIVEN THE RUNAROUND NOW FOR MONTHS......
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Loss:
$3000
1 comment
Guest

I so sorry to hear about the problems you have had and can promise you that is not a normal situation by any means. If you can send us an email to Tellus@***.com with the order information we would love to step in and see what we can do to get this all taken care of for you!

Madhavi K Exd
map-marker Atlanta, Georgia

RoomsToGoforKids - nasty quality

We purchased disney princess bedroom set from atlanta store for our loving daughter as a gift for her achievements. The whole set i.e bed, dresser, mirror, night chest and trundle, all are in worn off condition with paint !!

The quality is very bad. I wanted to return the whole set as I lost trust in the quality of Rooms To Go furniture. The customer service said, they do not accept the returns. And they want to replace it piece by piece !!!

Their furniture protection policy and the furniture quality is only to rob the people. I did not pay any less or discounted. Almost, $3000 bill they made me pay.

And the quality is annoying and upsetting.

I cannot recommend any body to RoomsToGoKids furniture.

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Loss:
$2900
4 comments
Guest

They tried to replace the defective Footboard and dresser today. They brought a Dresser with a big whole in the bottom !!!

And the Footboard with a scrach !!

Is this the quality to confide on ? Now, the customer service want to re-evaluate the furniture that was delivered first time.

Guest

Undoubtedly it's a beautiful set. But, if anything goes wrong, RoomsTogo does not have return and refund policy like other branded furniture stores like Macys, Havertys, JCPenny, American Signature etc.

Even any Small grocery store also has return and refund policy if the customer is not confident or happy with the product. But, not roomsToGo !

Guest

I was ready to buy the Disney Princess set for our little princess, but after reading a few bad reviews I will reconsider. Thanks for sharing your experience with them.

Guest

I’m sorry for any problems that you may have experienced with your purchase. Our Disney Princess set is one of our most popular sets and am surprised to hear about the problems that you have had with it.

Rooms To Go stands behind all new purchases with a one year warranty protect against situations like this. If there is anything that we can possibly do to help make the situation better, please let us know over at tellus@***.com.

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hollywoodhenry H
map-marker Atlanta, Georgia

Rooms to Go: Poor product & poorer customer service!!

Purchased a bunk bed bedroom set for daughter. When product arrived, bed looked in poor condition: cracked footboard to top bunk and very poor finishing on guard rails and numerous rough looking places in numerous locations. Called customer service, who said they would send out a technician to look at bed, I wasn't happy with this response. This agent called back a little later & said we will replace entire bed. Now I am feeling a little better about situation. New bed arrives a month later & footboard again cracked & same rough, uneven finish in multiple locations. Call customer service again to complain & these individuals I spoke with were not helpful. Basically, I was told my dissatifaction didn't matter, they would not send out a new bed. Spoke to a "supposed" supervisor who stated basically the same thing: they can send out a new footboard and more rails but not replacing the bed as this uneven, rough looking finish was characteristic of this bed line. WHAT??? So, you guys are selling a product that does not meet the customer's expectations, customer is not satisfied with and Rooms to Go will not replace it as the custormer request. I could go on, but moral of story is, you better not spend major $$$ with Rooms to Go unless you want to accept a product that will be to their liking & not yours!!!!
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Loss:
$2350
3 comments
Guest

If the blemishes aren’t supposed to be on the set, it should be something that we can take care of then for you. If you can send us an email with order information to us, we’d still be happy to take a better look into the situation for you.

hollywoodhenry H

Unfortunately David the product I ordered was not "purposely" blemished to give "an antique or aged look." Bottom line I recieved a subpar product that your people did little to satisfy a customer. In the end the approach I got was we got our money now so whether you or happy or not with what you purchased from us that's your problem not ours.

Way to treat a customer--good sales talk until sell is completed & company has its money, then its tough luck for the customer if he/she is not 100% satisfied. In the end Rooms to Go got its money so they are 100% good, but the consumer...well that's another story.

Good try David, but your response doesn't stand up to the facts of the situation.

Guest

Some manufacturers do add blemishes to the furniture purposely to give it an antique or aged look. If you would like for us to take a closer look at this for you, send us an email to tellus@***.com.

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Anonymous
map-marker Harwich, Massachusetts

Rooms to Go. Worst Ever customer service

Purchased $3000 worth of childrens furniture. Took 10 weeks to arrive. I was told that when purchased and accepted that. Ordered $400 of accessories. That came the next week. When the bed came the comforter set ordered from their picture does not fit bed. Told sorry only 48 hrs to return. When asked how would I know it didn't fit when it was ordered to go on that bed. Just kept repeating sorry only 48 hrs to return. Will never buy anything from them again. I was on phone for 45 min and passed from one person to another four times. They kept saying you have to tell someone in another department.
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3 comments
Richard Wgg

oky

Guest

DAVID JOHNSON AND ROOMS 2 GO ARE GAYS.

Guest

That does sound upsetting. If you can email us with your order details and information to tellus@***.com we can take a closer look to see what options we might have available for you!

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Anonymous
map-marker Alpharetta, Georgia

Rooms to Go broken bunk bed/ bad service

We purchased a bunk bed online from Rooms-to-Go. The product is beautiful. But it was broken and it took 19 days and 8 conversations to get it fixed. Their customer support is the worst in the industry. 1) The delivery guys who assembled the bed pointed out that the trundle had a broken wheel and therefore couldn't be pulled out without dragging on the carpet and potentially causing damage. They noted this problem in their handheld and told me that I could call customer support to get the problem fixed. 2) We were unable to get customer support to schedule a repair/replacement when we called during the weekend. Their system doesn't allow them to do this. 3) In initial conversations, we were told it was going to take longer to correct the broken item than to deliver the original product. 4) When a delivery technician finally arrived, we learned that he had not received accurate information on the problem and he did not have the correct part to fix the trundle. Again, their system didn't share information between delivery, customer support, and repair departments. 5) Throughout, the customer service reps assumed a combative and dismissive tone once it was clear that I was not happy with the level of service we had received. "¢ One representative implied the reason for the delay was not really Room-to-Go's fault…..it was mine since both my wife and I work and have limited availability on the weekdays. "¢ Another refused to escalate my concern to a supervisor. "¢ When another rep told us that a repair visit was cancelled, I objected and was told he would investigate a solution and call back….He never did. "¢ During our move to a new house we have interacted with probably a dozen customer service professionals, from Comcast and the gas company to electronics vendors and contractors. Rooms-to-Go stood out as the worst. Overall Rooms to Go found it inconvenient to provide my family with either quality service or a non-defective product. This was a significant purchase and we don't believe we were too unreasonable in expecting it to work or in expecting to get help once we learned that it did not. We'll purchase the other furniture we'll be acquiring for our new home from their competitors.
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1 comment
Guest

I’m so sorry to hear about your purchase, and the frustration that we have caused. I can promise that the situations as these should be better addressed.

If you can email us your order details to tellus@***.com, I would be interested in taking a look at the account to see who you spoke so that appropriate action can be taken to prevent such from occurring again in the future!

sandy s Vli
map-marker Austin, Texas

Watch out...no return policy.

if you turn your reciept over, you will finds in very very faded print, almost impossible to read with the naked eye. i had to photo copy and darken the print to see it . that they have NO RETURNS once inside 48 hours of purchase or after delievry. i bought a desk set for my daughters bday with is this month. the sales person sold me a hutch that sits on top of desk for storage...had no clue that when the hutch sits on the desk you loose 1/2 the desk surface. she could not even lay a text book down. now come on...what good is the desk. i callled the sales rep and told her it is not functional at all. i wanted to return only the hutch. she told me i had to call the 800 number that she gave me ... i called ...they said they did not handle returns, the local store does..so i called sales rep back...told her what they said...she "seemed" surprised. put me on hold and said she would ask in the office what to do...after a few mins, she came back and said : "we cant return it...after you signed for it on delievery it is yours..." i then asked ....'so no returns", it does not work for us...would not have bought it from you if i could not return it" " sorry no returns." i could go on and on... who does not have a return policy?????!!!!!!!! that is bad business... i have given them plenty of business over the years...just lucky all the other stuff worked or fit. I WILL NEVER EVER BUY FROM THEM AGAIN.!!!!!!!!!! THEY TEACH TO UP-SALE THE CUSTOMER KNOWING THEY CANT RETURN IT!!!! SALES PERSON NEVER EVER MENTIONED NO RETURNS!!!! THIS IS DECEPTIVE TRADE PRACTICES AND I WILL NOT STOP UNTIL I GET TO THE FTC. BAD BAD BUSINESS.
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Loss:
$100
3 comments
Guest

I purchased a bunk bed through Rooms to Go Kids in Austin/ Cedar Park area off of Pecon Creek over a month ago (August 17, 2013) for my d-daughters birthday. We had to wait a month for it to come.

The guys came on September 17, 2013 to set it up and I am in a 2 bedroom 2 story apartment. They brought up the side panel, the 2 bed holder boards, and a bunch of different sizes of wood. Then when they tried to get the stairs to the bunk bed up my stairs in my apartment they couldn't fit it. When I asked them to assemble the bunk bed without the stairs I was told they couldn't, it was considered an incomplete project.

So they took the stairs and left the rest of your merchandise in the middle of my daughters room. After spending the day on the phone with your customer service an employees at the store I was told I have to wait a week for someone to come pick up YOUR merchandise. I was also told we would see the money back in our bank within 48 hours of that day(September 17). So the customer service lady reassured me that I was scheduled for someone to pick up the partial merchandise on September 24, 2013...

TODAY. After 2 calls to the store and waiting around all day for your guys to come get your merchandise, I finally get a hold of the store manager. To find out there is no return order and no one has scheduled to pick up anything. The hole process I went through last week has to be re- entered into the computer, and now I have to wait another week (October 1, 2013) for someone to come pick up YOUR merchandise.

Not to mention now instead of being told the money would be returned to our bank in 48 hour, I have to wait 2 to 4 days of when you guys decide to pick up YOUR merchandise! Like I mentioned in the beginning I am in a 2 bedroom apartment with 4 people living here, plus I am 8 months pregnant!!! I had to lift the stuff that your employees left in the middle of my daughters room, BEING 8 MONTHS PREGNANT because you guys cant come get YOUR MERCHANDISE on a INCOMPLETE project. Not to mention it is sitting on the side of my daughters room for a week, now 2 weeks.

If something were to happen to my daughters because i have to store your merchandise you will have a lawsuit on your hands. I WILL NOT be held liable for storing your merchandise, and I need to be paid back ASAP!

You will hear from me everyday until your stuff is out of my house and i am payed back in my bank!!! :(

Guest

Wow, I was just planning on buying a particular bunk bed set for my boys and a new mattress for my daughter from RTG, but after reading all these complaints, especially this one since I am in Austin, I now think not.

Guest

Should any issues come up, Rooms To Go’s first priority is to resolve the issue. If you can send us an email with your order details to tellus@***.com, we can take a look further into your request and see what options that we might still have available.

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TRISHA S Pgw
map-marker Dallas, Texas

Customer Service, Product, Saftey HORRIBLE

This company has to be the most horrible furnitur store! They damaged our bunk bed install. They didn't screw down the top bunk boards that almost fell off on my 4 years and then refused to replace the whole set and sent us on a 5 month mess to get it replaced. Four times and god knows how many people we involved in this, no one could get our contact information right. The could not set up a delivery date and they could NOT reorder the correct peices and then blamed us for signing off on it! It has been a nightmare!!! Managers, customer service and delivery were the most horrible people i have ever delt with. DO NOT PURCHASE FROM THEM!
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1 comment
Guest

We received your email to our offices and are taking a look into the matter as we speak! Once we have more details available, we will contact you immediately!

Anonymous
map-marker Bellevue, Washington

Rooms to GO, the Scammers

RTG delivered our furniture broken and after several phone calls alerting the store that we needed an exchanged we finally got a clerk who said everyone was too busy to talk to me. I called customer service and they gave me the same run around. No one wished to address the problem. I finally went to the store to talk to someone and the manager told me the issue was with me and trhe finance co. They had their money and had no intention of doing anything. They told me not to call back as they did not to wasdte any tiome on me. Please boycott RTG to force them to change their scamming ways.
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2 comments
Guest

*** you people

Guest

I’m sooo sorry to hear about any problems that you had with your delivery. That certainly doesn’t sound like the way our personnel are trained to address situations as such.

If possible, can you please email your order information along with the details to tellus@***.com? We would certainly like to take a look further into the matter!

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Anonymous
map-marker Irmo, South Carolina

Don't buy Rooms To Go, they are Bad!

I bought a bedroom set for my daughter from rooms to go, during delivery, I discovered a paint chip missing on the bottom of a dresser. I told the deliver person about the chip, they told me to call rooms to go customer service and they would relace the dresser. I told them to take the dresser back they said they couldn't, it will be exchanged when they brought the new unti out to me. Second dresser shows up two weeks later, the dresser is in worse shape that the first, the fiberglass moulding is cracked, the back panel is cracked and there is a paint chip. they same speech from rooms to go, sorry we will replace it. Third dresser shows up today 23 december 2011, the delivery people removed the bubble wrap and the moulding is on the top right corner is scuffed down to the wood. WTF? The rooms to go customer service person called me to see how the delivery went. I told them that the unit did not get delivered because it was broken, she said that she wanted to set up a time to have a technican to come out and fix the unit we have, I told them I didn't want it fixed, I want it replaced, I didn't by a dent a scratch, I bought a new dresser at full price and I wanted a new unit not a fixed unit. The lady told me since I accepted it, they have to fix it, no more exchanges. She said, Rooms to Go does not take returns. Man, I am so pissed right now! I asked them to give me a $200.00 discount and I will accept the broken furniture, she said the best thing to do is 10% off. this made me even more angry, I paid almost 800.00 for this dresser. Tomorrow, or next week, I will give management a shout out tomorrow. I hung up the telephone before I lost my cool. ROOMS TO *** PASS IT ON.
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Loss:
$799
1 comment
Guest

That certainly is not typical of our deliveries as the majority is completed in showroom condition. If you can email us your order details at tellus@***.com, we would like to see what options we may have available if not taken care of already.

Anonymous
map-marker Charlotte, North Carolina

Disney princess room end up being the frog

Bought the disney princess bedroom suit from room to go and the extended warranty .it was rather expensive but did not keep it finish the drawers broke repeatly and that warranty that I purchase did not cover it . When ever room to go came out they always told me it was at the fault of the customer. This bedroom suit was a waste of money.Now 4years later I need to buy another bed room suit for my daughter and it will not be room to *** I me to go. Looking for good repetial store that stands behind there mercandise
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Loss:
$4000
1 comment
Guest

Rooms To Go stands behind all new purchases by providing a one year warranty against manufacturer defects. With the information you’ve listed, it sounds like you purchased the extended service contract.

This extended service plan does protect against a variety of issues after the one year period. However, situations caused by in home use typically are not protected.

If you would like to email us your order details at tellus@***.com, we can take a look to see what may have happened, and if there may be any other options available for you!

Anonymous
map-marker San Antonio, Texas

Rooms to Go Kids-Don't bother with them...AT ALL!!

Tried to get a manual to instruct on how to break down bunk bed from rooms to go kids. Predictably, this was unavailable but I tried anyway. The "support" person said the warehouse would send an assembly manual if it was available, HA! My husband and I had a go at it ourselves and saw the shoddy "white glove" service that they claim to offer. There is a support bolt missing from the top bunk and one of the bolts is totally frozen in the bottom bed. When I tried to lift it to relieve some pressure from the bolt one of the bunky boards BROKE because it was also not screwed in properly! Cheap and overpriced *** is what they serve up along with cheap labor and delivery that will do the bare minimum to get the *** out of your house asap. Save up and spend a little bit extra to be able to have a lifetime of peace because there is way better quality and service available. My only hope in posting this review is to dissuade some, if not all, from purchasing even a lamp from them because they simply just will not stand behind their product.
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Taison Uae
map-marker Hopkinsville, Kentucky

Poor customer service!! manager bay area sucks

Wow!!! I can't believe the manager at the bay area store. I purchased some accessories and one was a fake old looking treasure book. The price was stuck to the book and would not come off without removing the fabric. I understand all sales are final but I didn't know I was required to remove the price tags prior to leaving the store. The manager refused to refund the money even though it was their mistake. The price should not have been placed on the book because of the type of fabric it was. I guess i have to just leave the price on the book and place in my home. Absolutely unexceptable!!
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Loss:
$20
1 comment
Guest

Items taken from the store are generally sold as-is. However, if you can email us your order details, we would like to look further to see if any options may be available. If so, please email the order details to us at tellus@***.com.

Natalie Ktf
map-marker Columbia, South Carolina

Rooms To Go was a HUGE Rip-Off!!

Updated by user Aug 19, 2011

I have seen a big number of complaints on here about Rooms To Go. And below each complaint there is a post from a Rooms To Go agent(mostly someone named David).

The post apologizes for the issues and leaves an email link where you can send your order # and they will see what they can do to solve the issue. It\'s FAKE!!! The email comes back as \"undeliverable\". Don\'t even bother.

RTG must have it set up, so that it looks like they are trying to solve the issue for you.

It\'s a HOAX. My best advice is to NEVER BUY ANYTHING FROM ROOMS TO GO - EVER!!!!!

Updated by user Aug 19, 2011

It is now Friday and I have called RTG twice since Tuesday. They are giving me the run-around.

A manager still has yet to call me back. I was told that a manager would call back within 24 hours. It has now been 3 days. My child cannot even sleep in her bed anymore.

I don’t; think I have ever been treated so horribly as a customer before. I never expected this from RTG.

Original review Aug 16, 2011
I bought a white twin bed (Disney Princess line) from RTG for my 4 yr old daughter. Within less than 5 1/2 months the bed rail (which turned out to be thin wood) cracked, then completely broke within a day. Then within 2 more days, the foot-board part that connects to the bed rail cracked. The bed literally slumped down to the floor. I called RTG and they sent a "tech" out within a few days. The "tech" turned out to be nothing but a furniture repairman. He stepped into my child's room, did not even go over to the bed, but looked at it from across the room and said he could not fix it (DUH!) and said he'd write up a ticket and RTG would call within 3-5 days. The guy was in my house maybe 2 minutes!! RTG called me exactly 5 days later stating that the rail and footboard were not covered and they "kindly" suggested I replace the broken pieces. I explained to her that my child is only 4 yrs old, weighs 50 lbs and did not break the bed. The bed was not made worth a *** to begin with!! I asked to speak to a supervisor and the tech told me there was not one available. So, I am waiting for one to call me in the next day or so. I am SO upset and disgusted. That bed costs me almost $600, and I had hoped it to last my child till she gets much older or even till she goes to college. It was her first real bed. My advice to anyone is NEVER buy ANYTHING from Rooms to Go. Horrible customer service and cheap furniture!!!! Now I am stuck with a very broken bed and still paying on it bc I charged it to a RTG acct. Biggest waste of time & money.
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3 comments
Guest

I am not sure why your original requests were not received properly. However, we did receive the email that you sent not too long ago. We are reviewing the information and you should be contacted shortly.

Natalie Ktf

It is now Friday and I have called RTG twice since Tuesday. They are giving me the run-around.

A manager still has yet to call me back. I was told that a manager would call back within 24 hours. It has now been 3 days. My child cannot even sleep in her bed anymore.

I don’t; think I have ever been treated so horribly as a customer before. I never expected this from RTG.

Guest

I’m sorry to hear about the problems you are having with the child’s bed. If you can email us your order details, we can then look further into your experience to inquire about possible options. To do so, please email us the details at tellus@***.com.

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