Rooms To Go — Local services in Arlington

I love Rooms To Go because they won't leave you hanging. I have made many purchases from them since I moved to Texas in 2011. My first purchase was a couch and love seat set called The Joshua. It was my first experience with an electric recliner. Sadly the motor on my recliner went out and had to be replaced. Then my boyfriend's side went out, having to be replaced. The final straw was one of the love seat motors went out. At that point RTG offered FULL PRICE replacement. We decided to go with two individual recliners and a dresser instead. We already had a loves seat in storage. Those recliners lasted until just after the Covid shut down. So we went back to RTG and purchased new recliners. This time I went for the kind that they have in movie theaters. I chose one brand and my boyfriend chose another, but they were identical chairs. The stitching was the only way to tell the difference between them. Mine has been awesome but he's never been comfortable in his and only reclined it maybe 4 times max. I moved my recliner into my "she cave" and took his. I purchased him a manual rocker recliner that he wanted instead. I then started it's reclining use and it very quickly developed a bend in the mechanism that extends the foot rest out. I called for service and Benjamin was very good at seeing the problem to get it fixed. Here's the problem. I got a call from RTG saying they accept the damage, but it could take 3 months to get the part. Well, it took over 3 months! I was really upset, so they replaced the chair with a new one. I got it but again, I didn't like it. I realized that the back was leaning backwards way too much for a really short person. They had made major changes to the design since the original that we bought all those years ago. So now I had to use a pillow behind me to be able to sit in it. I also had to jump backwards to get fully into the seat. I had a health issue that sent me to the hospital for surgery and when I got out 2 weeks later, I had to sleep the recliner. So I had to do the jump, a lot, and had to recline it a lot. The mechanism broke again just after Thanksgiving. I called RTG again, Benjamin came out and again, it's the same thing. I told them that this time the chair is medicinal due to the surgery, so I can't wait over 3 months for a replacement part. The replaced the chair itself again. Believe it or not, the same thing happened with this one. Now, I know it's not RTG's fault because they don't design and make these chairs, but this is getting a bit ridiculous. So finally, they told me that I had to go back to the showroom and choose a different brand of recliner because they were dumping my favorite chair because of all of my repair calls and replacements. So here we are. I'm staying mostly in my "she cave", using my original, awesome recliner that I have NEVER had to call for service on and I'm waiting for my brand new recliner to be delivered on Wednesday. Although you would think that I am upset by all of this, I'm not. RTG hasn't charged me anything for all of this. I got the extended warranty and it's covered everything! And the best part is I ALWAYS have full value, even after a few years. You...

My husband and I were moving out of state, so we decided to sell everything and buy everything new. We thought rooms to go would be the easiest and best option. We were so wrong. We went to the Arlington location two weeks prior to the move to purchase everything so when we arrived in TN we would have everything we needed delivered the day of. We were told everything was in stock and we’d hear from someone to confirm delivery time. Fast forward to the day prior to our move we hadn’t heard anything so we reached out. We were told that our order had been sent back to Texas and was on hold due to an item being unavailable. We were told they would have to send an email and would give us a call back. Never received a call back. The next day we call our sales rep Jean. He said he didn’t get any communication about this but he would try to fix it. He told us to pick another couch and we could get it at the same price. Keep in mind we are driving 12 hours trying to do all of this. So we find another couch, he adds it and says look for an email. We get the email, confirm that’s what we want. Then he says we have to pay the extra $1100 before we can proceed to get the order shipped. That’s when we question why we are paying more if he said we could have it at same price. We asked if it would be credited back to us, at which point he stoped responding. Come the next day we decided we would just go directly to the rooms to go in TN to get this sorted. When we got there Chad helped us and tried to fix the situation. It was back and forth between Arlington and TN just trying to get the couch dropped at this point since we were lied to and they wouldn’t honor the same price. So 2 and a half hours later we finally get it dropped and get a couch on a separate order. We were literally moving into a empty house with nothing to sleep on. Come today, we get a call about our bed set, they now can’t deliver until feb 4th because it’s on back order. All these items were verified before we left. There was no reason they shouldn’t have been in stock. So we drive back up to the TN location, cancel the bed order from Arlington again and get a different set from the TN location. Now we have to wait on our refund, have no place to sleep, and are out of pocket even more because nobody could communicate that items weren’t in stock. This has been the worst experience, luckily Chad from TN was able to fix the situation and at least get us Thursday delivery but this was just ridiculous and poor communication and customer service on Arlingtons part. Next time, you should probably make sure things are actually in stock and not just say they are. You have cost us money and time when we literally spent 7 grand with you. Way to...

I regret having to escalate this matter to your attention, but I believe it is crucial to address the ongoing issues related to my recent furniture order placed at your Arlington TX store. I am writing to outline the series of events that have led to significant dissatisfaction and to seek your prompt assistance in resolving this matter.

On 12/23, I placed an order for furniture at your Arlington TX store with a promised delivery date of 12/28, for which I opted for expedited shipping due to my location in Austin TX. Despite requesting an afternoon delivery to accommodate my travel from Austin, I was informed of a morning delivery window on 12/26, which I immediately raised concerns about and requested a rescheduled delivery for the afternoon of 12/28 or the following day. However, repeated attempts to reschedule went unaddressed, leading to an unsuitable 9am delivery attempt on 12/28 while I was en route from Austin to Arlington.

After futile attempts to rectify the situation, I had no choice but to cancel the original order on 12/28 and reorder online to ensure a successful delivery, incurring unforeseen expenses and inconvenience. Despite my persistent efforts to cancel the initial order since 12/28, I have been met with uncooperative responses from the store manager, Victoria, and have only been offered a refund with a 20% restocking fee, which is unacceptable considering the circumstances.

I kindly request your intervention to facilitate a resolution of a full refund for the canceled order without incurring additional financial losses or resorting to further actions The order numbers related to this issue are: 12967130, 12967058, 12967125.

I appreciate your attention to this matter and sincerely hope for a swift and amicable resolution. Thank you for your...