Rooms To Go — Attraction in Plano

So I have shopped at Rooms to Go in the past and never had an issue until recently. My husband, youngest son and I went into to rooms to go in Plano Texas over the holiday before Christmas to order a recliner for my son. Not only did the website LIE TO ME AND TELL ME IT WAS IN STOCK AT THE PLANO LOCATION AND I COULD PICK IT UP THAT DAY, which is NOT TRUE. BUT after I placed the order, the sales rep only asks me if all the info on the account is correct, never once did he offer any of the info, address, email, nothing, but he had my ID. So I made the assumption he looked at the ID and the account. And they were the same, so I answered his question with a yes. Bc the info on my DL IS VALID. It was not until today when I got the text message about the delivery which was supposed to be delivered on Friday the 29th, was not only going to be delivered an entire day late BUT IT WAS GOING TO AN ADDRESS FROM 2013. AND THE EMAIL IS FROM MY DEAD DAD. So of course naturally I call CS to get this corrected, it takes 5 calls, 1 supposed live chat, and a sales rep who spent 5 minutes berating ME for being upset ACCUSING ME OF YELLING WHEN I WAS ONLY SPEAKING IN MY NORMAL VOICE!!!!! I OFFERED TO SHOW HIM WHAT SCREAMING WAS FOR ME IF HE INSISTED BUT I WAS NOT YELLING AT THAT TIME. And INSTEAD OF DOING WHAT ANY PERSON WHO WORKS ON COMMISSION IN CUSTOMER SERVICE, AND WANTS TO RETAIN THEIR CUSTOMERS, HE BERATES ME FOR BEING UPSET AT HOW MUCH TIME AND EFFORT IT TAKES TO CORRECT THEIR MISTAKE AND BLAMED ME FOR THIS MISTAKE!!!!!!! HIS NAME IS TIM B. and he is a senior sales representative at ROOMS TO GO IN PLANO TEXAS. This experience will force me to NEVER EVER STEP FOOT INSIDE ANOTHER ROOMS TO GO FOR ANY REASON IN THE FUTURE WHAT SO EVER AND TO MAKE CERTAIN NONE OF MY FAMILY WILL SPEND THEIR MONEY AT YOUR STORE EVER AGAIN. How dare you train your CUSTOMER SERVICE/SALES REPS TO BLAME THEIR LACK OF PROPER CONFIRMATION ON THE CUSTOMER!!!!!! You clearly have no clue what it is to want to keep your customers. You've got a serious issue and I will spend the rest of my life sending customers to every other furniture store in Texas EXCEPT RTG. And you can thank your SENIOR SALES REP TIM FOR THIS REVIEW AND LOSS OF BUSINESS. If he would have shown THE SLIGHTEST BIT OF COMPASSION or ANYTHING related to remorse for the error, I wouldn't have been so upset. If it was taken care of with the first call to CS WHICH IS WHAT THE TEXT TELLS YOU TO DO IF THERE IS AN ISSUE, I wouldn't have been so upset. But no, he showed none of what a GOOD SALES/CS REP WOULD(I should know I've only been A CSR in Healthcare for 30 freaking years) I wouldn't have been so upset. But to turn around and blame the customer and then talk to them like their less than a person and their problem is irrelevant. That is what loses business. So now that I took off the 29th which was the original delivery date 📅 PROMISED BY TIM, and have to work the 30th, I have to hire someone to be at my house to get the delivery. So it not only cost me a full day's pay, but extra on top of that just to be able to have someone be here for the delivery. The whole experience has been the worst I've ever had with this company and I don't even have...

Long story short I will never use RTG again. The sales guy was great and easy but their customer service has been AWFUL to deal with. I bought a couch that has worn out fast and the arm broke due to a knot in the wood of the arm rest. I had purchases a warranty and had to use it for the repair.

I spent the time updating my information with them. They transferred me to a dead end twice and when I reached a new person later that day, none of my new info was there. I had to call the warranty company separately to get approval then call back customer service and provide my approval number. Double the work for me. They send a very nice gentleman to my house to look at the couch. To find out they cannot fix it. Also the stain part of the warranty is just a “spray”. They can’t actually clean it. Finally he says he can’t fix it and the company will call me with their plan. About 5 business days later I get a call. I get a call and say I’m getting a new couch. It can only come on a Wednesday which worked. I told them I was moving and no one told me I had to return the broken couch. I have no issue with this but I didn’t pay movers to bring a broken couch to the new place and no one explained the process or reminded me. They just confirmed delivery address and the call ended there. Delivery comes to drop it off and they can’t because the old couch isn’t here. I call to reschedule for once I have the old couch. The same rep kept telling me I need to call the showroom regarding delivery of my new couch as they couldn’t reschedule for me. Finally I reach the show room and they had to find a supervisor in customer service to call me back. Just to tell me it can only come on a Wednesday but they’ll request a later delivery for when my husband can be back from work. I get a text saying I will not have a late delivery and we must be here between 10-2. I finally call again to find a plan as missing work isn’t an option and neither of us work near our house. We don’t have anyone who can be here. So their reps, like a robot, repeat over t and over “I can reschedule” and “Wednesday is the only delivery day in your area” “we can request a time but cannot guarantee”. Despite asking for any solution or alternate option they kept repeating the same three things until I asked if pick up is an option. Only then did I find out I can rent a truck big enough and drive 4 hours round trip to pick it up.

At this point I have to wait until September until I can schedule a Wednesday off to get our new couch. What company gives NO flexibility or consideration for people having to work is beyond me. Having worked with other furniture stores, by far the worst I’ve dealt with and still have...

Steve Germany, remember the name Steve Germany is a lying con artist. He will sell you what you want then turn around and mess up your order only so they can steal your money and not refund you the difference. I had a queen size set ordered and I specifically requested something that isn't going to over crowd ny guest room, I asked if I can have a board instead of a box spring made the purchase and got my furniture delivered but with a box spring. Me and my wife kept reaching out to them and nothing was resolved, I spoke to Steve whom kept denying what I said even my wife was there at the time and heard telling him I need something neat and doesn't crowd the room. Long story short they refused to refund the difference saying since I made an incorrect purchase. Store manager never reached back.

As far as their manufacturing warranty and extended warranty company FORTEGRA, it's all a scam. The sales representatives will promise you the world and a peace of mind but it's all lies and scams, I have been dealing with these claims for over 3 months and just today RTG tech arrived only to tell me that he would change the area that have a hole. The furniture is sagging and fabric is making lint balls, plastic pieces got broken from underneath. LOOK UP FORTEGRA AND READ THE REVIEWS PEOPLE LEFT THEM.

Don't waste extra money on bogus warranty. And if you go to this store, stay away from Steve Germany be cause he will rip you off to make extra...