Rooms To Go Customer Service Issues

On Saturday, January 5, the delivery for the girls' bedroom suite to my granddaughter was scheduled between 8 AM and 12 PM. Surprisingly, the delivery team arrived at 7:35 AM but decided not to deliver citing issues with the driveway, even though Lowe's had delivered a washer without any problems previously. After contacting customer service, I was advised to arrange a truck for delivery and given a contact number. I made the necessary arrangements, but after several hours with no updates, I followed up multiple times with different representatives. By 4 PM, I was informed that the delivery couldn't be made that day and I would have to reschedule. Despite assurances of callbacks, I never received any. When I called again on Monday, Cynthia mentioned the earliest possible delivery would be on the 16th but did not provide any further updates as promised. I hope to receive my order soon and am eagerly waiting for a call back. I have had mostly positive experiences with Rooms to Go in the past and hope to resolve this issue promptly. Thank you, Tammy Witt.

I recently bought 2 new mattresses with adjustable bases from ROOMS TO GO, with order number [redacted] at store number [redacted]. Upon delivery on 02/20/[redacted], I noticed issues with one of the adjustable bases and the mattresses. After an inspection by William, a ROOMS TO GO Technician, he confirmed the problems and stated that the mattresses should be replaced due to unravelling threads and sagging. A call was expected to schedule the replacement. On 02/28/[redacted], Allana informed me that the adjustable base was being delivered and Josh provided excellent service by setting it up. However, by 03/07/[redacted], I called ROOMS TO GO and spoke to Andrea to check on the status of the mattress replacement. Unfortunately, I was informed that the report for replacement was still pending review, leaving me frustrated. I am still awaiting resolution either through mattress replacement or a refund.

I recently purchased two new mattresses with adjustable bases from ROOMS TO GO in North San Antonio. The mattresses and bases were delivered on 02/20/[redacted] with Order number [redacted] at store number [redacted]. Soon after delivery, I noticed issues with the adjustable base and the mattresses such as unraveling threads on the pillow tops and sagging in some areas. After contacting customer service, a technician named William confirmed the issues and assured me that the mattresses should be replaced. He mentioned that I would receive a call within a few business days to schedule the replacement. On 02/28/[redacted], Allana notified me that the adjustable base was being delivered and it was set up by Josh, providing excellent service. However, as of 03/07/[redacted], when I spoke with Andrea at ROOMS TO GO, I was disappointed to learn that the request for mattress replacement was still pending review. I am eager to have the mattresses replaced or receive a refund.

I bought a new mattress and box spring on March 4th. Unfortunately, the bed seems to have bed bugs, causing me discomfort. I have consulted a doctor and spent over $[redacted] on various bug control products. Despite contacting Room to Go customer service multiple times, they advised me to hire an exterminator, claiming they couldn't assist further. A representative even suggested purchasing a new mattress. I'm deeply troubled by this situation and seeking a refund for the bed to replace it. The experience has been a nightmare, causing me panic attacks. Following encasing the mattress, I haven't had new bites, but I fear the infestation may have spread. Any advice or help is greatly appreciated.

Order #[redacted] was not delivered on 6-3-[redacted] as scheduled. The driver called me three times during the day. The first call stated they were nearby and would arrive shortly. The second call requested directions. The third call revealed they were in Ellijay instead of Blue Ridge, and abruptly hung up after promising a callback. Despite assurances from a care specialist that the order would arrive before 10pm, it never did, and there was no follow-up communication. Another call on the next day was met with a different story claiming the driver's GPS malfunctioned and that there was no prior conversation with me, which I can prove otherwise with saved call records. Even after rescheduling for 6/10/19 after 4-8pm, there was no confirmation provided by the company. Subsequent attempts to confirm only led to further inconsistencies and delays. I am deeply dissatisfied with this level of service, especially considering the time and effort lost on my part waiting for a delivery that never arrived on the promised date. The lack of accountability and failure to rectify this situation is disappointing, especially since I have been a loyal customer who has previously experienced smooth transactions.

I visited the Asheville NC location with the intention of buying a lift chair. I found one I liked but was told I couldn't use my Synchrony Home Card. After reaching out to Synchrony, they mentioned that the sales associate could have easily resolved this by contacting them. It was frustrating not being able to make my purchase as I didn't want to open a new credit card as suggested. I still want to get the chair, but I wonder why I can't use my current card when it's advertised on their site. I rely on my Social Security income and budget carefully for purchases, and using my Synchrony card has always been convenient for me. Thank you for any assistance with this issue.

I'm Marisela Z., located at [redacted] SW 17th St, Miami. I expected my delivery today, 9/20/19, between 7-11am. When I called customer service, the operator informed me that the delivery wasn't scheduled for today. I had previously contacted them to change the delivery time, but according to the operator I spoke to last week, I wasn't authorized to do so. After canceling the appointment, I called back and spoke to someone in English who reinstated my original appointment for today. However, I didn't receive any notification confirming the delivery. Sadly, they rescheduled it for next Wednesday, causing inconvenience as I had to take more time off work. This situation not only wastes my money but also disregards the customer's time and financial commitments. I would appreciate better communication going forward.

Hello, I wanted to share my experience with a recent purchase I made from your store. In November [redacted], I bought a sofa and recliner that were only delivered on January 29th, [redacted]. Upon receiving the furniture, we noticed that the arms were loose and shaky. Due to the pandemic, we had to wait until May 15th for a technician to visit. He discovered missing screws in the recliner and had to make multiple visits to properly assemble and fix the arms on the sofa. While I love the furniture, it was disappointing that these issues were not addressed during delivery, especially during such a challenging time. As senior citizens, it was concerning to have someone visit our home twice. I believe it would be appropriate to receive a discount on our bill for the inconvenience. Thank you for considering my feedback. Regards, B. Sands.

I purchased a mattress and cover, paid for them, and received a delivery date. Unfortunately, the delivery was postponed twice, with no consideration for my availability. When the items were finally delivered, the cover was missing, and they said it would arrive via UPS in five days. It's now 7/16, and I still haven't received it. The lack of communication and delays have been frustrating. I suggested picking it up from the store, but they didn't respond. This experience with Rooms to Go has been disappointing, and I believe some form of compensation is necessary for the inconvenience and my patience.

I have not received an email confirming my order. The headboard has arrived, but I have paid for delivery and setup for the other items - a mattress set, sofa, and rug. I am concerned about how they will be delivered and hope they won't be left on my front yard. I have been trying to contact customer service for two hours without success. Lynn Z. Phone [redacted]. Thank you.

Hello, I purchased a mattress on August 15th, and I feel deceived. They never showed me the original mattress; I only tried the display in the store and found it comfortable. They didn't show me the two types of bases to choose from, nor did they explain that a protector cost $60. They almost forced me to buy it by saying it would only cost $1 more, but they never told me the original price. When the delivery arrived at my home, I was completely dissatisfied because the mattress is extremely hard compared to the one I tried. The base is extremely small, despite me telling the seller I like tall beds. When I opened the contract, I realized the protector cost $59.99, which was never disclosed to me. I feel deceived and cheated, and I need to return everything. My order number is: [redacted]0.

I made a purchase on August 8th, and my credit card has been charged for the order. The delivery timeframe was 7-10 days, but it has been over a month now since I placed the order, and I have yet to receive it. I have tried calling multiple times, speaking to different individuals in the internet order and customer service departments, and even emailed the special orders department, but I have not received any responses. This has been the most unprofessional experience for me. My order number is [redacted]51. I intend to report this problem and will have my bank dispute the charge if I do not receive a response soon.

Hello, I recently received a delivery of four leather furniture pieces. Unfortunately, the chair that arrived has a cut on one of the arms. The location of the cut indicates it was a factory defect, not caused during delivery or unpacking. I kindly request a replacement for the chair. All other items in the order are in excellent condition. Order Details: - Name: Michael Hechler - Order No. [redacted]1 - Item: Chair - Sandstone SKU [redacted]9 Thank you, Michael Hechler

Order #TX[redacted]: Yesterday, my queen sofa bed was delivered, but it was too large for the hall. The delivery team had to take it back. They suggested I order a double sofa bed instead. I would like to know the process for exchanging the item and arranging for a refund of the price difference. I appreciate your assistance with this matter. Thank you, S. Conway

I purchased a sofa and loveseat with the FORTEGRA 3-year Guard from Rooms To Go on 3/20/[redacted] in PCB, FL. Recently, a beach bag left a circle on the loveseat fabric despite using the provided cleanser. Additionally, a wax warmer spilled on the arm of the loveseat, leaving residue. I need to utilize the 3-year Guard coverage for a replacement loveseat. My name is Rhonda A., and I can be reached at [redacted]. My address is [redacted] Front Beach Rd., PCB, FL, [redacted].

Order # [redacted]7: This is my third attempt to resolve an issue with my sofa after delivery. The sofa was not functioning properly upon arrival. I contacted customer service, and a work order was scheduled for two weeks later, but got rescheduled to nearly a month out. Upon the technician's visit, it was discovered that the docking stations were also not working. I emailed Roomstogo and received an automated response confirming the addition of this issue to the ticket. However, the technician was unable to fix the problem and took pictures to report back to the office. I am eager to know when this will be resolved as I am currently paying for a malfunctioning item. I have been unable to speak to a live representative through phone calls. Thank you in advance for your prompt attention to this matter. - Pamelia C.

I received two sofa recliners on Tuesday, 12/15/[redacted]. Unfortunately, the movers scratched my walls and made a hole in one of them during delivery. I informed the store about the damage, and despite providing them with my information, I have yet to be contacted. I was promised a call within an hour, which never happened. If I do not hear back soon, I will have to return the furniture and seek service from another provider. This incident occurred at the Columbia, SC store.

My order number is [redacted]7. My holiday has been completely ruined because of you. I arrived early from NYC to receive my furniture. I spent $8,[redacted] in your store. On December 21st, we received the furniture, but the top of the table was not ours, so the delivery guy took it back. When we started to open the server, it was also not ours. Now we are stuck with the wrong furniture. To make matters worse, you are telling us we will not get the correct items until January 8th?! This is unbelievable. I have never experienced a disaster like this before. Please take action promptly, or I will have to take legal action for the emotional distress this has caused me.

I was on hold for an hour and 34 minutes before finally getting through, only to be asked to call back later. Frustrating! I was informed by Simon, a sales associate at the San Antonio TX /IH-10/UTSA exit store, that a repair person would contact me on Saturday, 12/26/20, to arrange a time to either fix the knob on my TV console or exchange it. Customer service has left me feeling unimpressed.

Order # [redacted]6: We purchased 3 counter stools and received them on 1/14. A problem was noticed with one stool during delivery. Despite assurances of a callback and follow-up, no one contacted us. After visiting the store on 1/16 and seeking a copy of the promised email, we faced unhelpful responses. Today, I have spent over 4 hours on hold with no answer, getting disconnected every 90 minutes. We have upcoming deliveries on 1/27 and 2/16, but wish to resolve this issue beforehand. If not addressed, we may cancel these orders. The lack of customer service has left us extremely disappointed.