Rooms To Go — Attraction in Douglasville

The General manager would be the person who would help their customers; for myself, it was the total opposite; the general manager would have the assistant manager and the regional manager handle the situation. I decided to purchase a bedroom set from which I had to wait six months—due to dealing with COVID-19. I didn't have any problem waiting; the problem was when it came to delivering the item, the delivery individual advised me to go to Home Depot and buy some supporting bin for the bed since the tempura would damage the frame of the bed. I went back to the store and informed the general manager, which at the moment the carousel began. Her means of helping the customer was not her problem; her demeanor showcased you purchased it, and we got your money.Furthermore, the general manager came with body language informing them what you are doing here and how they can help you. When I asked to speak to the general manager, her first statement to the customer was, "what do you want to do." There was so much miscommunication on her part. Professionalism was out the door; talking to GM was a tall task. We would expect to be treated with respect, compassion, sincerity, being that I am a customer who would go to Rooms to go of preferences. Sadly, my experiences with the sales rep and GM were not considered standard, whereas I would not recommend Rooms to go or particular to the location where I purchase my furniture. However, I was informed or asked if I decided to continue buying furniture from Rooms To Go to ask the regional manager or the assistant manager; they would like me to continue using Rooms to go as the department store of my choice. I am thankful for the Regional Manager and Assistant Manager who had to step in for the General Manager, who apparently cannot do her job to her position level.Rooms to go in Douglasville, Georgia, have not been able to uphold a standard known nationwide. Going back and forth to the store for the incident that occurred during the delivery service has been a struggle. The technician decided not to install the bed set as it should be; not sure if he decided to do it purposely to avoid installing all the hardware on the bed frame. It could be if the box didn’t have all the hardware. They should have advised me of the situation; instead, they informed me they were done. The GM, Catherine, has not shown any moral support to the customer or shown concern for the matter; she has decided to delegate to the assistant and regional managers. GM Catherine needs to be demoted and promote to assistant manager as the new GM. I called customer care, informing the technician did not install the bed properly. She does not believe they would do something about the matter. I had three technicians come to the house to inform me that they had completed the job. Finally, when the last technician came to the house, I decided to stand and make sure that it was put together correctly, and to my disbelief, the supporting legs to the bed frame were not screwed. The railing and headboard were also missing screws. The last tech was surprised at the matter, went back to Rooms to go store spoke which the regional manager Mr. Franco has been diligent try to help, which he is holding himself responsible. I don’t hold him responsible; I hold the three sales representatives and the General Manager accountable. The assistant manager Mrs. Karen even went out of her way to ensure the job was completed I am thankful for the regional manager and the assistant manager; they honestly have been trying, they can only do some much. Sadly, Rooms To Go receives full payment for the merchandise; if anything happens after a year, what can I do about the matter? Nothing, my stress level is to the roof. I would like corporate to compensate for all the problems I have been dealing with; going back and forth to the store, all they are willing to refund me is delivery service. In contrast, the bedroom set cost me over 4,000 dollars. If anything had happened to me or I fell and hurt myself, Rooms to go would...

Before Thanksgiving, I visited Rooms to Go in Douglasville to purchase a new bedroom set. The salesperson advised that it was in stock that evening, so I explained that I would return the next day with my spouse to complete the purchase. Upon arriving the following day, hoping to complete the transaction quickly, I was told that the rails were not in stock, which contradicted the previous day's statement. I was not happy, but since I needed a bedroom set, I decided to go with another one that I didn't like but was in stock. Upon trying to finance with the five-year interest-free plan, I had difficulty dealing with their third-party bank, although I have excellent credit. They wanted all kinds of identification emailed to them, and I was expecting the rep at the store to handle my private information since we were both there in person. After an agonizing process, I decided to pay for it in full with my credit card. Since their delivery time wasn't until the next month, I decided to get a U-Haul and pick it up at my expense. Upon opening the bedroom set, I noticed the headboard and rails were damaged. I contacted Ms. Clarke, who advised that they would send a replacement. The replacement arrived over a week later and was also damaged upon my inspection, so I advised that I did not want it. Both the delivery driver and I took pictures. I spoke to someone named Asia and requested a manager contact me because this was unacceptable since I took time from work to stay home. She initially refused, but then she advised that she would escalate it—no one ever called. Another delivery was scheduled for December 17, so I had to take a second day off work. Upon the driver opening the box on arrival, I immediately noticed that the headboard was severely damaged, so I once again declined to take that delivery. Pictures were taken once again. The delivery was also late, so I spent the entire day waiting for the truck to arrive. I spoke to their customer service and advised that I did not want the bedroom set because they had failed to live up to their obligations and because they assured me that it would be inspected before they sent it to me. Yesterday they offered to give me $25 to keep the defective bed and waive the warranty, which I rejected. Erica, the service representative, didn't care that I was being lied to and was incurring costs to stay home once again for a third time. What is worse is that although the driver brought both rails and a headboard on two previous occasions, she is now arguing that only the headboard was ordered. She claimed not to see records stating the rails were damaged, although I sent pictures and a description which is why the drivers brought rails on two previous occasions. This is also documented in my original email with pictures. Rooms to Go customer service lacks professionalism and competence. I have wasted tens of hours over a simple bedroom set, and I regret ever stepping into their store. Once I put this behind me, I will never buy from them again, and I suggest other...

Save your money and keep looking somewhere else. I had sooooo many issues with receiving a sectional. The sectional was delivered three weeks after ordering, which I was aware of up front. The sectional was delivered damaged and the color was bleeding. I called Rooms To Go customer service. I was told that they would be able to swap out the sectional the following week. Then, they called back and said that it won’t be available for another six weeks. I requested the delivered sectional to be picked up (second visit) and then I went back to the store to reorder the same sectional. Reason being, I charged the sectional on my Rooms to Go credit card and the clock starts once the furniture is delivered. I didn’t want to start payment on a sectional that I couldn’t use. I thought going to the store would be easy but there was no one there to help, even though a few were relaxing on the sofas near the front of the store. I was paired by the manager with a sales associate that was already helping another customer. I didn’t want to wait so I went home and ordered the sectional online. I picked the delivery date. The sectional came on that date (third visit). There wasn’t an option to select the pillows. So I had to schedule a fourth visit for them to exchange the pillows. I noticed that Synchrony Bank never processed the refund from the original purchase after I purchased the sectional the second time. So, now I have the sectional charged twice on my credit card. Synchrony Bank started charging from the first delivery, which was reason I returned the original sectional and did not want to do an exchange. At this point, six weeks later, I had a late charge from the first delivery. I was unaware that the refund was never processed, initially. I called Synchrony Bank. The customer service agent was super rude and condescending. I had to ask to speak to a manager. I got nowhere over the phone. I went to the store and talked to the manager. He told me that it was nothing he could do about it. He said that once I ordered the new sectional online and not in the store, it was out of his hands. So I called Rooms to Go Customer Service again. They were of no help. Called Synchrony Bank again. Explained the situation and why I shouldn’t have a late charge. The customer service agent proceeds to ask multiple times why didn't I pay my bill on time. When I asked to speak to a manager, he hung up on me. I called back AGAIN. Talked to a Synchrony Bank manager and he reversed my late charge. I’m waiting to see if the late payment will show on my credit report. This was a nightmare of a process. Two months to receive one sectional. This will be my last purchase from...