Rooms To Go — Attraction in Fort Worth

THE COMPLETE MOST HORRIBLE EXPEIRENCE EVER! We went to the store and had a great experience with the sales guy "Perry" but from that point forward it is a complete joke of a company. We schedule the order for pick up after them telling us they could not deliver to the area we wanted the furniture to go. But we asked if something were to happen to the furniture and we buy the warranty if they would go to the address for warranty issues and were told anywhere in the United States.

I was headed to pick up the furniture and get a call saying that it was not able to be picked up in Arlington because it was scheduled for pick up in Katy, TX (Houston area). No one can help me figure it out so I call the store and speak to "Brenda" who is a manager who said the best thing they could do would be 5:00 oclock that day as the warehouse had to get the pieces ready. As I had scheduled my day to pick up furniture and drive a couple hours to our property where the furniture was going if there was any way to get it sooner. Brenda said no. I asked Brenda for the warehouse number so I could talk to someone directly there and explain my situation and she told they could not give it to me. I got the number myself called and worked with Dusty who was awesome. She advised me that the store manager (Brenda) said that I would not be able to pick up the furniture early so that is why they stated that time. Lie number two. Dusty said come pick up the furniture we will have it ready they just had to send a truck to a warehouse to pick up one piece. I got there got it loaded to drive out of town to put the furniture in.

Get there, couch and chase lounger are two different shades of fabric, and they connect together so very noticeable. Call the warranty people who said not a problem we will schedule to pick that furniture up and bring you a new set. Scheduled for the 1st of January and even confirmed that was holiday to make sure that they knew that and yep "no problem". Friday before I called as I had not been given a time frame. I was told the delivery wouldn't happen due to the holiday.... ok when can you delivery it. They said we can deliver on Saturday the 6th. Friday about three o'clock again still no time frame, no emails no communication from Rooms To Go. I call again and they say yes, we have it scheduled but there is no time frame listed.... come to find out no time listed means it's not getting delivered by the way. Lady said she would try to figure it out and called me back one time just to tell me there still had not been any answers. Call the store to see if they could help and again no help from them.

Call the customer care unit speak to Becky who was understanding and tried to do what she could to make it right, but delivery department told her no.

Call the store again trying to figure out one why we were told lies, Brenda was on duty lucky us, is the one we dealt with and well put it nicely doesn't know her butt from a hole in the ground and is very rude. Told my wife what you expect me to do when you call so late, and my wife stated well you have had a week to figure all this out and no one has.

So still no delivery schedule, no one wants to help, and no one cares, I guess. Tried to call and speak to store manager and said he wasn't in, and I asked for his first name so when I call back, I could ask from him and got the "we can't give out his name".

Complete joke of a company and horrible customer service. I just need them to make it right, but I am sure they won't. I wouldn't buy another thing from them, nor would I wish this experience upon anyone.....STAY FAR AWAY FROM THIS COMPANY! ONCE THEY HAVE YOUR MONEY THEY...

If you value respect, professionalism, or basic human decency, do yourself a favor and avoid dealing with Otto at Rooms To Go.

From the second I walked in with my friend, instead of greeting us properly or offering genuine help, Otto looked at us with attitude and immediately questioned if we were “actually going to buy anything.” Excuse me? Who asks a customer that? That alone showed me he wasn’t interested in doing his job.

It only got worse. He made snide little comments the whole time as if we were wasting his time—mind you, he’s the one getting paid to work there. When I explained what I was looking for, he barely listened, halfheartedly showed me a couch, and then brushed me off like I wasn’t worth his effort.

And the ending? The most humiliating part. Otto literally walked us toward the door, pointed outside, and said we’d “find it out there.” Man, if only discrimination can slap me in the face. Then he shut the door behind us and went to laugh about us with his buddies inside the store. Imagine being a grown man, old enough to know better, treating women—customers at that—with that kind of blatant disrespect.

Otto is unprofessional, rude, and has no business being in sales. He doesn’t know how to talk to customers, doesn’t know how to listen, and clearly doesn’t know the meaning of respect. If this is the kind of person Rooms To Go wants representing their brand, that says a lot. I’d strongly suggest management take a long, hard look at how this man behaves on the sales floor. If I could give Otto zero stars, I would. This man is the very definition of rude, dismissive, and unprofessional.

Walking into Rooms To Go, I expected to be treated with at least a baseline of respect. Instead, Otto made it clear from the jump he didn’t take me or my friend seriously. He immediately asked if we were “actually going to buy something,” as if our presence in the store was an inconvenience. That’s not customer service—that’s flat-out disrespect.

Throughout the interaction, Otto carried himself with arrogance, constantly making unnecessary comments about my smile and questioning my intentions like I was wasting his time. He wasn’t trying to help—he was trying to belittle me. Every word came with a condescending undertone, like he thought it was funny to talk down to paying customers.

And let’s not ignore the final insult: Otto literally escorted us out of the store, pointed to the street, and told us we’d “find what we’re looking for out there.” Then, instead of returning to work like a professional, he went back inside, closed the door in our faces, and laughed about us with his coworkers. For a grown man to treat women that way—customers, no less—is disgraceful.

This isn’t just bad service. It’s a reflection of Otto’s character. A salesman should listen, guide, and show respect. Otto did the complete opposite. His behavior was immature, hostile, and downright embarrassing—for himself and for the company he represents.

Rooms To Go, do better. If Otto is the type of person you allow on your sales floor, it says everything about the standards you keep. Customers deserve better than to be mocked, dismissed, and humiliated by someone who clearly doesn’t know how to act like a decent...

Terrible experience. Doug, the sales guy, was far more interested in lathering me with effusive compliments (very obviously trying to get a fat commission) than helping me get what I came for. I told him very clearly I was shopping for a mattress, a new bed, and a couch with matching recliner. He started with the most expensive options, and when I told him that I had a budget of roughly $3500, he didn't seem interested in helping me much anymore. He didn't update the delivery address, even though I told him several times that the address on file was a previous one. When I started going through the receipts, I realized that he didn't put the recliner I wanted on the order. I called Doug and told him about this error, and I also said since the order total went up (because we were adding the recliner) that I would need to get a less-expensive mattress so I wouldn't bust my budget. He said he would call me back. 4 hours later he still hadn't called back, so I called him again. He said he was very busy with other customers, which is absolutely GALLING to tell an existing customer when you're responsible for screwing up their order. Definitely felt like he was done assisting me because he wouldn't be making any more money off me. He said he'd call back. 2 hours later and no call back, so I had to call and speak with a manger to buy the things I came in there to buy. It gets worse: because Doug refused to correct HIS ERROR in a timely fashion (when I called the first time), the mattress order had already been sent to the warehouse and had to be fixed, which meant that my order was split up into two deliveries (and the mattress was a week later because of Doug's delay). When the mattress delivery people came, they were 2 hours earlier than the ETA provided by delivery tracking app. I had to beg the delivery guy to wait an extra 10 minutes AND give him $20 out of my pocket while I hustled home so he wouldn't leave. The delivery instructions were very clear that the bed was to be assembled by the delivery team when they came with the mattress. They refused to do that even after I showed them the instructions on the order.

I have never been so angry as to get online and leave a bad review until now, and I'm not the only one....lots of 1-star reviews. My terrible experience is definitely not a one-off. I assumed my experience would be different because I had a good idea of what I wanted to buy before I got there, but laziness and incompetence are very hard to overcome.

There is no circumstance in which I will ever give Rooms To Go another penny of my money. Aside from the manger who tried her best to unscrew Doug's screw up, this was the worst customer service experience I have ever had. I would give them less than one star if I could. Save yourself the frustration and go to a legitimate...