Rooms To Go — Local services in Alpharetta

I’m not sure where to begin, but I’ve had the worst experience, and I deeply regret giving my business to Rooms To Go, especially this particular store.

Six months ago, I made a purchase that included an extended warranty. One of the products I received turned out to be unreliable. I contacted warranty services, and after examining the item, they confirmed it was defective. I was then asked to select a replacement. What I didn’t expect was to be charged a delivery fee for the replacement, especially considering the original item was defective! I received confirmation from customer service that there would be no delivery or setup charges for the replacement, and this was clearly noted on my account as well.

On November 26, 2024, I went to this store to select my replacement item.This shouldn’t have happened, as I was told by customer service that I could choose a replacement at any store. In the store, I was told that the replacement item must be of equal or greater value, not less than the original item. Although I didn’t need another item, I was forced to find something else since the product I had initially chosen was $90 short of the required value. When I requested a gift card to cover the difference, I was refused. I ended up purchasing another item that cost me around $130.

For my replacement item, I noticed a delivery/setup charge of $149.98. I informed my sales rep, CONESHA DOUGLAS, that this charge should not apply. However, she refused to assist me and told me to speak with RTG customer service, even though I knew this should not be the case. She didn’t even bother to review my account.

The next morning, I discovered I had been charged a delivery fee for the item I was forced to purchase in the store for the price match. It was just two lamps, which I picked up myself! This feels like blatant rip-off behavior from Rooms To Go.

Here’s what happened: Initial Call to RTG Customer Care: They confirmed that it was clearly stated on my account that there should be no delivery/setup fee for the replacement item. However, they had no explanation for why the store charged me a $150 delivery fee.

Call to Store Customer Care: I had to start from scratch again, and, as expected, received no help—just a rude response. The representative said they were unsure about the situation and told me to speak with the same sales rep I had dealt with the previous evening. If I’m supposed to speak with the sales rep, why is there even a customer service department? What is their role? But of course, this is Rooms To Go, so I guess I shouldn’t expect anything better.

Speaking with a Store Manager (ODALUS ): I explained everything again. She said there should be no delivery or setup charge for the replacement item and offered to remove the $150 charge. However, after doing so, she said the price match would no longer apply, and I’d have to lose that money. Yes, that’s what the manager said. I was forced to buy another item for $150 to match the original price, and now, after being overcharged, I’m expected to simply lose that amount. When I asked for a gift card for the fraudulent charges, she refused. I also asked why I was charged when it was clearly stated on my account that there should be no delivery charge, especially for an item I picked up myself. Her response was simply, “It wasn’t me.” No apology, no accountability—just an incredibly rude attitude.

After a lengthy argument with manager, she finally said I could shop for the $150 in the store, but I refused. This has been a complete nightmare, and I still have no response regarding my request for a absolute refund or a proper resolution.

Why should I lose $500 for a store that is misleading its customers and trying to rip them off? I deeply regret spending nearly $6,000 at this fraudulent organization, and I am particularly disappointed in this store. I will not be recommending this company to anyone.If you’re reading this, please be cautious. Otherwise, you may end up with a similar frustrating experience. Attached my...

Going to apologize up front as this will be a long post due to the lack of customer service experienced with this location and the corporate office.

On 9/20 I purchased a full bedroom set from this location with sales rep Conesha. Now originally, I tried to place this order online but for some reason the transaction would not process which led me to the store. During the sell Conesha said the set would not be able to be delivered until 10/30 which I requested for the items that were in stock to be sent prior as I recently moved and needed this future ASAP. The bed and nightstands were delivered no problem. Then on 10/28 I call customer service to see about the other items I had purchased, which at that time I was informed that my order could have been delivered on 10/11, but someone did not do something on their end so that furniture went to someone else, and she would look into when the furniture could be delivered. She asked if I wish for her to send an email or call, and I informed her I wish to receive a call. I had not heard back so I called the next day to be informed that the dresser now would not be available until the middle of December! I informed the customer service rep this was not acceptable as I was told all my furniture would be available at the end of October and now, I have to wait almost 2 months long when I am living out of boxes without the dresser and chest. The sales rep informed me there was nothing they could do, and I requested to speak to a manager.

At this point I am transferred to the store and end up having to leave a message for the manager as they were unavailable at that time. After 24 hours I call back as no one yet again called back and end up speaking with a manger, Odellas (name may be misspelled) she said she would look into it to see what she could do and refund me for the delivery fee. After a week goes by no word from Odellas so I call back for an update at which time Odellas informed me she was able to move up my delivery to 11/29 but was still working on it. In the meantime, my chest is delivered damaged on 11/7 and have to wait until 11/15 for a new one to be delivered. Then today I receive a text message that my dresser will be delivered on 11/29.

Now has Odellas called me at least once during this process to keep me informed, no. Did Conesha the sales rep call to try to smooth things over, no. Have a received my refund for the delivery, NO! Now, $4.5K order may not be a lot to the people working at RTG but to me this is a lot of money and feels like I have been taken on a ride with these people to get my money. If I had known up front the order was going to take this long I would have selected something else, but no one communicated anything to me and if I wanted any information, I had to be the one to call due to the lack of customer service going on at this location. I have purchased from RTG in the past but unfortunately for them I will no longer be placing any more orders with them. I will tell anyone who asks for a recommendation for furniture, anyone mentions going to a RTG showroom, or they are shopping for furniture my experience and deter them from...

I just left R2G for the third time in less than a month. Today was the least amount of money spent at $360. Over $700 last week and over $17,000 on 12/23/21. Friendly service, we asked for the same representative each time we went. Unfortunately we weren’t shopping for a new friend. So many mistakes! Being compassionate and forgiving people we wanted to give Ralph, whom we still like and find very nice as a human being, second and third chances even though 4 things were completely left off original order. I found out today, only because Ralph wasn’t there and I had a new salesperson helping me, that not only did we not get everything we ordered, we also were under the impression that we had already purchased the accessories plan and it was not on our account at all. Which means that last week when we came in to buy accessories (over $700) we paid full price. This is upsetting because we discussed buying the plan both previous visits. We had bought it in January of 2018 and it had expired and we talked about this thoroughly with Ralph. To the extent that in our packet of receipts there was included paperwork for the plan. At checkout last week Ralph even joked “you didn’t have to use your 20% on this lamp because it’s marked down 50%.” We made the mistake of trusting that it was done and being applied to all the other things we bought. The damages to two of the pieces of furniture we bought are understandable occurrences and we were pleased with the response of R2G to make it right. No one likes waiting 6months for furniture to be delivered but at least for that particular piece they left the damaged one to be used until replacement arrives. Another $900+ dresser was damaged to the point of not being usable-the drawers wouldn’t slide open- R2G sent a representative out to our home to access the situation. He was kind and courteous and immediately knew the problem was real and ordered us a completely new piece. It is scheduled to be delivered next week. Our feelings on R2G have changed slightly due to numerous aggravations that were not our fault at all. We have been loyal customers and always stop there first. We are reconsidering that now that “the straw broke the camels back”. Wrong pieces that had to be exchanged/replaced, a desk and two rugs left completely off the order, and now the realization we paid full price for things we were told we were getting 20% discount. Ultimately R2G lost money because we were buying everything from you. We did come back and buy a desk from you when we realized ours had never been ordered, but we spent $2600 on rugs from another company. Your problem is not friendly salespeople. Even the wait times to receive things you’ve paid for is understandable in present times. The problem arises when good customers who pay cash for a lot of merchandise leave feeling cheated in some aspects. We were very appreciative of the help from management to get us our things quickly on the original purchase date of upwards of $17,000. However it’s been all downhill...