Rooms To Go — Local services in Augusta

The purchase was easy but the delivery was nothing but lies. The day we ordered we advised the salesman that we lived behind a pond and that our driveway went over the pond dam. We also explained that a box truck (such as UPS, FedEx, U-Haul, etc.) could get back there with no problem. The salesman noted this on the order. We were told by the salesman and later by the customer service representative that I could request delivery after noon. When I was contacted by dispatch to confirm my delivery, the woman rudely advised me that I could not pick my time, that they give a window but that I should have scheduled delivery on a day that I was off. When I explained that I got off at noon on Friday and was off on the weekends she stated that they deliver on weekends. I made arrangements for my dad (who lives in front of the pond) to be there for the delivery. On the date of delivery I received a call from the driver at 12:06pm that he could not deliver to me due to he was in a semi and could not get down my driveway. He asked if we had a truck that they could off-load our furniture on. I advised him that my husband did but that it would be about 10 minutes for him to get home. The driver said okay. At 12:15pm my husband called me to state that he was home and the delivery truck was not there. Tried to call the driver numerous times but he would not answer. Was contacted by Rooms to Go 15 minutes later stating that they were working on a redelivery time. Was told that they would be back around 5:00pm or later to deliver and that the driver would call when on the way to speak to my husband to work out where they could off-load our furniture. At 6:00pm I received a call from dispatch wanting to know if our furniture was delivered - no. He stated that he would call back in 10 minutes. 30 minutes later he calls back to state that the driver came back and no one was home (I was there all afternoon). No phone call, can't see my house from the road and he had already stated that she couldn't deliver to my house due to the driveway so how did he know if anyone was home? Then dispatch informed me that the driver was off work and they would reschedule our delivery. Several more phone calls and lies. Went to the Augusta store and spoke to the manager "Dave" who basically told us there was nothing we could do other than accept delivery on Tuesday at whatever time Rooms to Go assigned us (we requested a 6:00pm or later so that my husband didn't have to miss more work). When we explained that this was their fault and not ours he seemed unconcerned and stated that there was nothing he could do. We ended up cancelling the order (he didn't think that could be done either but at that point, I was furious and he made it happen) and getting our money back. They didn't seem to care that they lost that sale and possibly future sales. They never tried to make it right. Also, Dave informed us that they can't do rural deliveries unless the customer assisted with a pick-up truck but when I said that we told the salesman when ordering he said, "yeah, we dropped the ball on this". I will never shop...

The buying experience was long and arduous. The sales team are not provided the tools nor training to make transactions smooth and seamless. Sales team struggled with apps on their tablets crashing, we were approved for financing but had no idea until the next day. We had to go back to the store and completely redo the order. It took the store manager 30 minutes just to price match mattress firm.

The worst part of the whole experience was taking delivery. The delivery truck arrived with 3 men who immediately suggested they be tipped before they even unloaded the truck. They were in a hurry and did not show any care or concern about the furniture. They broke the bottom rail of my storm door. 2 of the men were very small and clearly were not large enough or strong enough to be movers. They dropped leather furniture on the sidewalk and drug it across concrete. They did not use moving blankets and drug furniture across my brand new laminate flooring. There is now a long trail from the door entry all the way to my bed room of scratches in the floor, which now I must cover with a rug runner. You are able to see the damage as i am posting the pictures. When setting up my adjustable base, one really smart guy decided to use a utility knife to cut open the cardboard...in doing so he split the fabric of the base which now shows the stuffing. (see pictures).

Rooms to go customer service scheduled a re-select and replacement for the damaged furniture and required us to go through claims department for the property damage. We have yet to be contacted by clams and my research suggests we will need to secure an attorney and begin arbitration proceedings.

Rooms to go has done absolutely nothing in the way of compensation for time and damages. They have only said "sorry for the inconvenience" and only replaced the damaged furniture. When we went to the store to talk about it the sales team aggressively stalked us like vultures among carrion and offered no empathy or compassion for the damages, they just immediately proceeded with more sales...

We decided to shop for a new reclining love seat for our sitting room. We found what we thought was the perfect one at Rooms To Go. We purchased the aqua leather reclining love seat. I was SO excited for it to come . It was delivered 3 days after we purchased it. After the delivery team set it up, they left and we did too. When we got home later that night we sat down in it. After putting the recliner up one time , it totally died. I thought for sure that it would be super easy to get another one sent out, since we hadn't even had it for 24 hours. I called the store first thing the next morning. I was literally on hold from 10am to 12:30 pm. When they finally answered the phone, the rep acted as if I was trying to steal something from him. He told me that i had signed off on the delivery saying it was fine. That NEVER happened! They forged my initials on the delivery ticket that I never even saw! I got an email showing my initials on a form that I NEVER signed!!! After really becoming irrate they finally agreed to send me out a new one. We waited a solid week. My delivery time was from 2-6. They got to my house at 7:30 pm. It was raining that night and the love seat they brought in was wrapped in a blanket. The rain was causing the color to rub off of the blanket on to the love seat. When they got it in and plugged it in, it was totally dead!! They sent me out a broken love seat to replace the original that was broken!! We paid 1300 dollars for this love seat and they sent me out a broken one that had been in the rain! The customer care woman told me it would be ANOTHER week before they could get another one out to me. Then she said that the company never gives any compensation for things like this . My Husband called the store to complain. They transferred him to customer care ( huge joke) They were supposed to call us back 3 solid days ago and we didn't hear a single word yet. We will NEVER shop with this company ever again! Save yourself the head aches and...