Rooms To Go — Hotel in Memphis

Will not purchase anything from this location ever again. After spending almost $6k in one trip, the associate sold us unnecessary box springs for a new mattress and king bed we purchased (all together, with HER advisement at the same time - she told us we NEEDED to get the box springs or an automatic foundation). Once everything was delivered to us and we assembled it, we realized the bed sold to us was a platform bed which would not take box springs without the mattress being about 4.5' off the ground. This was not apparent at the store, short of us getting on the floor to inspect the construction of the bed frame. We called the store to explain the issue, they said we could exchange the "traditional" box springs for thinner "bunkie boards" but we would have to arrange transportation of the exchange ourselves because it was a "preferential" change. And this came from the associate's manager! Fast forward to us going out of our way to haul the incorrect box springs to the store for exchange, we arrive and they DIDN'T HAVE THE REPLACEMENTS AT THEIR STORE! This was after we called...twice...to confirm the date and that they had them in stock - even on the same morning of going to their store for the exchange. Not to mention when we called the second time (morning of) to confirm the exchange, the person that answered the phone was completely rude and not helpful - and then hung up on us after she decided she was done talking with us. I highly recommend some customer service training at your store. Getting attitude from everyone we encountered is not OK. Not sure if this is the Rooms To Go way and they don't care about customers after they've received their money, or if it's just this location in Memphis. I will say, after this encounter, this location is run terribly, and the fact that the manager tried to blame us for a "preferential" change when his own associate clearly sold us the wrong thing that would require a ladder for getting in our new $6k bed setup infuriated us. You don't treat any customer that way, much less someone that just spent almost $6k in your store. I would NEVER shop here again and would gladly pay more for better customer service. I would also like to mention, we were very polite on the phone each time we called, despite getting attitude from the store employees. I am in a customer service field myself, and I don't like to be yelled at, so I don't treat people that way, even when receiving poor service. I strongly advise that Rooms To Go corporate checks out how this location operates if you care about...

Absolutely awful. From the moment we walked in one sales associate said she would have to help us if we didn't give her a name of the other associate that had helped us when we were just looking. Our sales lady completely messed up our order. She didn't write up our special order separately so informed us that we would have to come back in and resign paperwork. I had to call to check on the status of our furniture. I was in and she didn't bother to call and let us know. I had to take a day off work to get the delivery. It was missing a piece to put the bed together. They informed me that they couldn't get the said piece out till the following week because it was so late in the afternoon. Mind you they gave me the delivery time. So I told them that I needed it in the morning the following week because I had to work in the evening and couldn't take another day off work. The service manager said it would be delivered before 12. I get a call tonight saying that my delivery time would be between 3-6 tomorrow. I called back and the store manager tells me that they would have to reload and call the other customers to reschedule their delivery times. Once again not my problem. On top of all of that I look at my bill and realize the sales person had left the piece of the bed off that we were missing and charged us 650.00 for the 200.00 3 year service plan. They informed us we could sleep on the bed without the missing pieces. We get into bed that night and something pops. The delivery drivers had not screwed all the slats into the rails. So needless to say we are going to have to take another day off work to get the rest of our bed. We had a special order chair that is not in yet and I was informed that I would have to pay a separate delivery charge for the chair. Had she told me I'm the beginning it wouldn't have been an issue but she didn't. We have removed all of our old furniture so I'm stuck having to wait on this delivery or sleep on the floor. My suggestion is to go to Ashley and never walk through American Home...

Abysmal Service and Unfulfilled Promises: A Cautionary Tale at Rooms To Go

I am writing to express my extreme disappointment and frustration with Rooms To Go, located at 7171 Appling Farms Parkway. My ordeal began in November 2023, when I purchased items from former employee Rick, despite the store still operating as Great American Home Store at the time. The service and delivery issues I encountered were appalling, and the subsequent treatment I received from Assistant Manager Kevin was nothing short of egregious.

After bringing my concerns to Rick's attention, he connected me with Kevin, who promised to comp my $200 delivery fee as a gesture of goodwill. However, it took an unacceptable four months (until April 2024) to receive this promised compensation. Kevin's demeanor throughout our interactions was dismissive, duplicitous, and insouciant. He argued with me, spoke condescendingly, and relegated me to a position of inferiority. His excuses, including a hospitalized aunt, rang hollow, especially given my own personal tragedy of losing my aunt on the very same day he was being unreasonably hostile.

Thankfully, associate Jasmine intervened, displaying compassion and efficiently resolving the issue Kevin had failed to address. Her kindness was a beacon of hope in an otherwise dismal experience. It is unacceptable that Kevin remains employed at Rooms To Go, perpetuating a toxic service culture. I strongly advise against patronizing this establishment until they address their service shortcomings and hold employees like Kevin accountable.

This review serves as a warning: beware of the appalling service and unfulfilled promises at Rooms To Go. Please note that the power of compassionate customer service, as exemplified by Jasmine, and a call to action for the company to rectify their egregious shortcomings, is a testament to the way this business should be headed. She needs to be promoted. My next step is to put this in writing and address these concerns to the Atlanta headquarters by way of a...