Rooms To Go Corporate Office & Headquarters

This letter is being written to shed some light on your customer service. My roommate ordered some furniture from rooms to go.The truck driver was entirely friendly and had some well developed interpersonal skills. However, Due to scheduling conflicts we had to go scoop up the furniture ourselves. When we got into the store we were greeted immediately by a young man with a smile and a positive attitude. Everything seemed to going well. We then approached the "business office" where we had been directed by the young man. I said, "We are here to pick up some furniture, that had not been delivered today...(On the day scheduled to be dropped off) The woman in a yellow shirt simply asked us to sign a piece of paper - not checking I.D.'s, speaking to us in anyway, or even asking if we needed any help. She then proceeded to walk us over to our furniture, pointed us to a dolly and walked off. It took my friend and I about 10 minutes to load up the 2 pieces of furniture he had ordered. At one point, an employee in red walked out - asked "Whatchu guys got there??" We told him. He offered no help, and proceeded to take his smoke break. When we got back to our residence It took 4 of us to get ONE piece of furniture inside our place. Even with 4 we struggled and could have used even more people, but eventually - we got it. I am disappointed at the poor customer service I and my friend received. If any of my friends or family - Or anyone I come into contact with are going to purchase furniture...I will tell them to steer clear of Rooms-To-Go. Thanks for the furniture, A Disappointed Customer

IT SHOULD BE TRIPLE 0 OR BELOW. FABRIC PROTECTION IS A MAJOR RIP OFF. I AM GOING TO LODGE A COMPLAINT WITH THE BETTER BUSINESS BUREAU

I was a customer of Rooms To Go in Douglasville, GA since 2004, I got a king size mattress set and to my dismay the springs in the mattress gave in twice so I thought that if I upgraded a better mattress that this would not happen again. Each time I paid $40.00 for delivery which seem to make sense but on the forth time it happen which was in January of this year I became a little angry so I called RTG and someone came out to inspected the mattress to find that it was a defects again from the manufactory. This time it was 3 inches hole in the mattress where the springs gave in and he could not understand why or how but he did say that it was a manufactory defect. I was told to come to the store and pick out another mattress but I had to pay $99 for restocking fee and delivery. Now to get to my outrage it was only six month since this mattress was delivered to me and it is no good. I was under the impression that RTG had good products and they stood behind their furniture. As I talked to the store manager, regional manager of the store, and corporate office I got nothing but attitude and augment (down right nasty) which I did not need nor ask for, so I am now asking for all my money back and let me go on my way to get a mattress set that I can sleep in without the fear of springs collapsing. The $99.00 fee I know should not be changed to me because no one buys furniture and in six months it falls apart except you are paying $299 for four rooms of furniture which I thought RTG does not sell. My last thought is if this is what the American business has become it makes me sad that my husband and I served for people like you, you are no better than someone standing in a alley with a gun waiting to rob a hard working person. How do you people live with yourself.

I, too, wish there were a 0 star rating. This ratty company is a total fraud! They take your money, require you to hire a vehicle and drive miles to a distribution center and pick it up yourself if you would like to have what you purchased before they can get around to delivering it, which in my case was 10 days. You get it home and uncrate it only to find that it is the WRONG thing (even though the numbers matched)and they want me to return it to the distribution center and pick up the right thing or wait another 9 days for them to send a truck. I wait, truck arrives and they bring the WRONG thing again! Because I refuse delivery they cannot reschedule until 48 hours have passed. And there seems to be NO ONE in this entire organization that has the authority to fix anything. I have now canceled the purchase on my credit card and will give them 24 hours to come pick up the stuff or they may find it on the curb whenever they can "get around to it"! The store I did business with is located at 12450 SW Freeway, Stafford, TX 77477, just outside Houston. I will now go somewhere else, ANYWHERE, to do my furniture shopping. NEVER, NEVER, NEVER shop at Rooms-To-Go!!

Is there a no stars rating? This is the worse customer relations company I have ever dealt with. I purchased living room leather furniture on 7/17/2010. When they delivered the furniture it was wrong. My power sofa I picked out in the showroom was a manual sofa! I refused the sofa delivery, now I have the choice of paying an additional fee to deliver the wrong furniture angain and deal with it, 2. pay an additional $285 for the furniture I originally picked out, plus additional deliver, 3. pay a 20% ($500 in this case) restock fee for their mistake and have them pick up the furniture. I have spoken to the manager at the Houston store at hwy 249/F.M. 1960 store and was told he could do nothing! The MANAGER could do NOTHING! I have called customer service 4 times and was told a Regional Manager will call. That has not happened either and it sounds like there is no way this company it going to make it right. If you are even thinking of going to any Rooms-To-Go store you are seriously looking for headaches and abuse!

Hopefully you will never choose to shop are Room To Go, but if you do, DO NOT PURCHASE the 3 year fabric protection warranty. Its a complete rip off. They will give you every excuse they can think of as to why they won't honor the contract and none of it is in writing. Then they have the nerve to have an attitude. I'm fighting with them now trying to get it resolved at the lowest level possible. My next stop is calling corporate. If they refuse to help, I will get an attorney. This is the worst service I've gotten in a very long time, not to mention the FURNITURE QUALITY SUCKS.

We bought a complete dinning set including a server on last 4/18/2010; we were supposed to received the server on 6/5/10; to make the story short today is 8/2/10 and no server delivery yet; we went to the Palmetto Expressway Branch and spoke w/ supervisor that was not kindly sorry about the issue, only as a machine told me "we are sorry, there is some rainy days in China and everyone that purchased this set has the same problem"; Do you think this is a reasonable answer after 3 months of waiting? Why this company sales items that they don't have in-stock and promise something that they won't know when it will come or not? Actually I have to wait another 2 months if I decide to keep it. No one will pay for your time or for your doctor appoitment if you get sick dealing with this kind of company; I hope that someone w/ respect reads all of this complaints and do something to solve them and avoid them in the future, otherwise I'll agree the ROOMS TO GO, MUST GO !!! Actually at this point if you have 0 star I will checked that one;

Well I guess I might as well get in line. As someone said, if I had known how bad they treated their customers I also would not have purchased anything from RTG. Allow me to share my story: As male, who really never had any interest in furniture, my wife passed away and after a proper mourning period. I decided that I was going to do a make over of the interior of our home and try to start anew at 67. Well not knowing anything about RTG, I figured I will do it the easy way and do it a room at a time. I went to RTG purchased a living room and a dining room set. It was delivered at the time I was having new tile put in. Consquently, I covered the furniture. Specifically, the new dining room table. I remembered that my wife used to always cover our other table on holidays with two covers to protect the top's finish. I then proceeded to first put on this vinyl cover with a cushion between the two layers of vinyl or plastic (the cover had a small series of little squares on its both sides) and placed a vinyl cotton based table cloth on top of that in case the workers inadvertenly placed something on it. Well at least 8 months passed, and of course the makeover was completed. I then removed the table clothand and the protected pad and this is when I noticed that the table top's finish had taken the square small patterns from the cover and it looked terrible. I tried to remove the marks to no avail. I then called RTG and asked for advice as to what I or they can do. They (store where I purchased the furniture)gave me a telephone number to call in Texas and I spoke to someone in Customer (Dis) Service who said they would send someone out to inspect the marred table top. The service rep who came out saw the markings and said that it was "terrible" and he never saw anything like this before. Several days later I received a call from that Texas number and was told that the marring of the table top was my fault because I put the cover on it to protect it. I became very irate and starting raising my voice when the party on the other line would not listen to the fact that maybe there was something manufacturing wrong with the table top. I then asked would they stand for this reasoning. And of course, I received the infamous "I can not comment on your problem" statement. Well, I requested they send another person to re-inspect the damage. They did and this time photographs were taken. I felt relieved thinking once they see this they will help me out. Instead, I receive a call several days later and was informed that it was my problem and it did not fall under their warranty guidelines. I informed them all I was looking for was a solution on how to remove the marring, not a replacement table. They could not help and said it was my problem and I had to live with it. Does this qualify me as a member of the "Club". And what do we do? richard.raposa@yahoo.com.

SO I was told that rooms to go added a protection to my couches that would allow for food and stains to not stick to the couch and if it does that they would send someone out to fix it. Well the guy who came out the first time walked in did not say hello or anything took him two minutes to wipe the couch down and left. NO biggie. Well the stains did not come off so I asked that someone else come out to clean the couch again this time he did not only say hello but he simply walked in and walked around the couch once and then said there was nothing he could do! So I called whoever was in charge of that and said that apparently they never put the protection on my couch and requested that they send someone else out! Two weeks later we call them because someone was suppose to call before they came and they told us oh well we couldnt find anyone else so no one is coming send pictures in of your couch. So we sent the pictures in and now they are saying that the warranty doesnt cover a whole couch but I only sent pictures in of a few stains so this lady is basically telling me it is my problem even though I paid for this extra service that they are not honoring now! I believe this is happening to many more people and the word needs to get out that they can not just treat people anyway they want! devinbussey@hotmail.com

I placed an order for a living room set over Memorial Day weekend. I could not refuse the buy the room, get the TV deal, since I was in the market for a new TV anyway and the price was right. I was planning to move soon and was told the warranty for the scotch guard (over $300) was only valid while I resided at the delivery address. However, they advised I could make payments, which would "lock in the deal", but could not pick up the TV until everything was paid in full. Fair enough. June 30th, I paid the last payment in the Boca Raton store (very nice ladies there) and was advised that the sales agent misinformed me regarding the scotch guard warranty. Actually, if I move, only structural damage is no longer covered; stains are still guaranteed. These nice ladies even supplied the cleaner my sales rep neglected to give me and told me I could come back for as much as I needed for the lifetime of the furniture. This was great news all round! I then went to pick up my new TV from Brandsmart (that's how it works) and was told I had to wait 5 days after delivery of my furniture before the gift card would be activated. Annoyed that I was misinformed yet again, but I had set up delivery for the July 10th at the same time I made my last payment, so it was just 2 more weeks. I was to receive all pieces except one end table that was on back order. I knew this was possible when I placed the original order, so that was fine. July 9th I was supposed to get a call to find out when to be available for delivery. By the end of the business day, I called them instead and found out that the delivery had NOT been entered into the system. I had purchased the furniture at the Pompano store, so the cashier in Boca had called them in front of me to schedule delivery. I'm not much for playing the blame game, so I asked if it could be fixed. The answer was NO. I spoke to my sales agent, who told me I didn't tell him I finished paying off the furniture, so he had no way of knowing there was a problem with it not being delivered. If only I would have called him. ?! So now EVERYTHING was on back order EXCEPT a chair, ottoman, coffee table, and TV stand. Mind you, I still can't pick up the TV! I am told they could deliver these items on the 10th as originally scheduled, and then delivery the rest when they are in. The couches were coming in on the 23rd and the last piece would be here on July 30th. I said this was fine and asked for them to deliver them as they came in. Nope, that wouldn't be possible, unless they CHARGE ME MORE because the delivery fee only includes 2 deliveries...though this is THEIR FAULT! I then set up delivery for the 24th and 31st. I was told I would not be able to get the TV until 5 days after the LAST PIECE of furniture is delivered (another MONTH from the originally scheduled delivery). They should put THAT in the ad! At this point, I'm annoyed. I asked Tiva in the store office if I could get credit for the delivery for all the hassle. She was very nice, but said she had to check with the manager and would get back to me in a few days. I then called Corporate (813) 623-5400 and spoke to Este and then her supervisor Orea to no prevail. I was told that I was being charged for delivery and the furniture would in fact be delivered. They told me I could talk to the store manager, but there was nothing they could do from corporate. I pointed out that, due to no fault of my own, the furniture was being delivered 2 weeks after it was originally promised and felt I should be compensated SOMEHOW for this. They said they could not see that I called in prior to the 9th to schedule delivery and therefore could not help me. I explained I didn't call in because I was standing in the store when I arranged delivery. I think it makes sense that I would schedule this when making my last payment, but apparently common sense does not run very deep at corporate. I am very unhappy. I will never again purchase from them. No deal is worth this kind of hassle and poor customer service.

RTG states on all their paperwork and logos that "customer satisfaction" is their #1 priority. Well, I think that they should change it to "customer satisfication is NOT an option". They do not stand behind any of their products nor do they make their store managers stand behind anything but a desk telling customers "NO" "nothing can be done" and we don't care if you don't come back. The store manager in Franklin, Tennessee is rude and was not willing to see what he could do. My purchase was a mere $1300.00 but oh well, it wasn't important enough to him to try to help.

Georgia In the store, the sales rep told us we were getting furniture that was different than what they delivered. After speaking with a manager, we were told we'd have to pay $40 more dollars per piece to get the furniture their sales rep assured us we were already getting--problem one, Later, paying on the credit card: I've mailed my last two payments in plenty of time to be received in a state on the SAME COAST as mine, and it's taken like 10 days (they say) to reach them. I since wrote and mailed a letter of complaint requesting that the late fee be removed from my account. I called to check if they received it more than two weeks later and the customer service rep (who sounded Indian or something) told me they had not. They blame everything on the post office, but the mail isn't even processed by that department-- how the hell would they know? I gained access to a fax and faxed another letter. Got a reply today that they can't remove the charge. I will never buy from them again--my ottoman (less than a year old) is broken, too. I'm going to write to my attorney general, and rooms to go corporate.

I sent the following to the local DFW ABC, CBS, and NBC stations. Dear Madam or Sir, Would you be interested in a story about a national furniture chain in Grapevine whose store policy allows them to sell the same paid for piece of furniture to mutiple buyers. When the original buyers come for their item, they have to wait months because the more recent purchaser took immediate delivery on credit. Does that sound like fair practice to you? Especially when the target market is young adults with little experience in such matters? Please give me a call for details. Mark R. Scurlock 432-934-5075

Sorry its not OB related but I dont want you guys to go through what I did. I purchased around 3kworth of furniture including a bedroom set that also came with a plasma tv as a "promotion." they dont ship the tv at the time of the payment. They ship from the time that you actually pick up your furniture, which I had to go pick up myself 2 miles from mexico. A month later, no tv. They say "call back in 12 days and get a tracking number" They are currently giving me the run around between "they will call you back" and "thats out of our control." Corporate blames it on the store,the store is blaming it on corporate. The managers are incompetant at best and are extremely rude. Even putting in a complaint takes 30 minutes. Somewhere along the line their "automated system" failed to put in the order, the managers cant fix it. Corporate cant fix it. Finally, 4 weeks after Iwas supposed to recieve my tv, they tell me that the tv will be shipped in the next week and will take 14 more days for me to recieve it. They wont upgrade the tv or try and rectify their error in any way. I will never shop at Rooms to Go again. Their furniture isnt that nice either.

i spent almost $3,000.oo on my living room furniture at rooms togo i pay my bills online every month. I have never missed a payment. 3 months after i bought my furniture, a sofa and a love seat, it started to get flat and it wasnt comfortable so i called the customer service to set up an appointment for the technichine to come but the first time he never showed up. i called the company and they said that he did show up and noone was home even though i was at home waiting on him. Long story short after 3 times he finally came and replaced my furniture but here we are again 3 months later with the same problem. any body that buys furniture from rooms togo mite as well just burn their money.

Wow - feedback fantastic - sorry you all had such horrific issues with RTG, but, thanks to you, it will save us some headaches. Budget about $20,000 to furnish a new condo. We will definitely NOT purchase anything from them! Glad I checked this web site before heading down.

I spent $5,000.00 on a Living Room at RTG. I pay my bill online EVERY month. This month I got a $39.00 late fee charged to my account because my payment was received 4 days late even though it was mailed out by my bank 21 days before it was due. I later discovered RTG changed the mailing address from Tennessee to New Jersey. I never noticed because I pay online. Honest mistake? Do you think they might consider waving the fee for something like that. FORGET IT! I asked to speak with a supervisor. They made me wait 15 minutes and according to him "fees can NOT be waived". I have probably spent 15K at RTG over the years. I will NEVER spend a dime there ever again. All over a $39.00 fee.

I recently purchased a $4,000.00 living room set from Rooms To Go in Miami. The delivery was made as scheduled and the majority of the furniture was in good condition. The last piece of furniture was an oval lift table which was damaged with razor marks through out the top of the table. That piece was then refused. I was not able to schedule another delivery for the next 24 hrs, according to the Rooms To Go customer service representative. The delivery was subsequently made. The delivery personnel proceeded to assemble the table making an incredible mess of styrofoam, sweat and dirt was left in my living room. Not to mention, the table that was delivered was severely damaged on one end. Delivery three was then scheduledby a rude customer service agent who apparently could not explain why I had to wait an additional 48 hours before I can schedule the third delivery. When I asked to speak to a supervisor, she stated that one was not available but that she would “waive” the 48 hour wait period. When the delivery was made, the table once again arrived with one end of the table damaged. The delivery was once again refused and another three hours from my work day was wasted. Adding insult to injury, when I spoke to “customer service” I was treated very rudely by a supposed supervisor who stated that the 48 hrs would not be waived, another delivery can be made after the 48 hrs. The fourth delivery was just made today and once again it was very damaged. I believe I have been more than patient to this point. It's bad enough that your company cannot get the order right but when "customer service" treats the customers like cattle, I draw the line. Appearently Rooms To Go has enough customers and does not need my business.I will never buy another piece of furniture from Rooms To Go.

I have never had a manager of a store tell me that I should have known that if I was buying from their outlet store it ment buying inferior merchandise!!! Yes, the Manager of the Outlet sore in New Orleans told me this when the almost $300 chair BROKE AND CAN'T BE FIXED!!! ONLY 6 MONTHS AFTER I BOUGHT IT...I've already kept my friends from shopping at Rooms to Go...I plan to make sure everyone knows what junk I bought and what the Manager had to say... I have been outside this store's location tell people going in the store what happen to me and what the Manager had to say... Some did not go in the store !!! I will continue to do this every chance I get!!! Wish I had known of this site before I wasted my hard earned money at Rooms to Go!!!

To whom it may concern, recently I visited your store and purchased a dining room set and bed room set spending a total of $4500.00 cash and these two item. A salesman at the Grave Pine, TX store when asked about the center pieces for the dining room set assured me that it was included in the price of the set. The center pieces did not arrive with the set and when I called the room to go store they said that it was sold separately. I gather this was ploy by the salesman to get the sale and my money. Be it may I am doing my best to cancel the sale of the bedroom set and will never spend another dime in any room to go stores again. It may not seem much I hate to be lied to by someone who represents your company, thank you. Shawn F Cipriani