Rooms To Go — Local services in Austin

I’d leave less than 1 star if that was possible! When I ordered a dresser mid-May 2024, I was told it would be coming directly from the vendor and delivered via UPS. No problem. While I live in a rural area approximately 45 minutes from Austin, I receive deliveries from UPS, FedEx, etc all the time. When delivery day came and I received notification my delivery had been made, I was concerned because there was no dresser sized box anywhere on my property. I called UPS and was told the driver followed his GPS and “the item was delivered next to a house”…that’s great, but it wasn’t MY house! Then I was told they couldn’t do anything about it until the next morning. I was supposed to expect that my item would sit somewhere overnight and still be waiting there for another driver to actually complete the delivery the following morning! Incredible. I drove out looking for it and located it about 1/4 of a mile away from where I live. It had just been left on the corner of the cross street, not near a house or even in another driveway. Now I had to figure how I was going to get it home. I had to remove it from the box in order to get it into my SUV and noticed that there were loose screws rattling around in the drawers, but was more concerned at the moment about lifting the dresser by myself. It’s close to 100’ out, I’m 5’3”, 110 lbs and the box clearly stated “team lift” on it. To say I wasn’t happy about this delivery is definitely an understatement, but I managed to get my dresser home, up the stairs and into my house. I was told at the time of my sale that I’d have to complete some slight assembly (attaching the legs) and did so without any problems. The problem quickly became apparent when I saw that all 3 drawers along one side were not attached and therefore didn’t properly open/close. I immediately called the Southpark Meadows store and that’s when the real frustration began. First I was told they’d order a new one to be delivered. After what I’d just gone through to get this one “delivered”, no thank you! Please just send a technician to finish attaching the drawers. Well, that’s when the “we don’t do that from the store”, “ this was a vendor direct item”, “it’s a holiday weekend, no one’s available”, “send pictures of the problem and it’ll be reviewed in 3-5 days”, “send a video of the problem”, “please compact the 9 second video”…I mean seriously, you need a video showing you that the drawers don’t open or close because the pictures of the glides not being properly attached aren’t enough of a clue?! I’m done with you R2G and your beyond horrible customer service support!

BOTTOM LINE, if your salesman tells you the item you’re looking at ships “vendor direct”, think twice. Apparently this is code for “we take your money and you’re on your own...

Absolutely Ghosted AGAIN! They Can't Even Follow Up on Their Own Public Promises! - Still the WORST Furniture Buying Experience! Let me tell you, the incompetence of this company knows no bounds! After my husband posted a review detailing our terrible experience buying furniture from them, they had the audacity to publicly respond, asking him to reach out to a specific contact. Well, guess what? He DID! He followed their instructions to the letter and contacted the information they provided. And what happened? You guessed it… ABSOLUTELY NOTHING! It's like they think a public response is all it takes to make things right. They lure you in with the promise of resolution, only to completely ghost you AGAIN. This isn't just bad customer service; it's a blatant display of disregard and a complete lack of accountability.

Doug Donaldson 9 reviews 4 weeks ago I bought a couch from here about 2 years ago. I bought a fortegra extended warranty for the couch, love seat, and recliner. The love seat ended up getting damaged and it was a discontinued set so they had to make a replacement on the entire set. It was what seemed like a smooth process. We went and made a new selection at the store with the salesman giving us guidance on what the price limit for the reselection would be. We the waited for the new furniture. The furniture was delivered and that was terrible experience. The didn't even put the stuff together. When my wife asked if they usually put stuff together the delivery has said they guess they could do it if we wanted that. After they left my wife received an odd call about we needed to return some of our furniture because the salesman gave us the wrong price for the reselection. She asked the person to contact me and explain. The person called me and said someone made a mistake on the pricing and we needed to give something back. I checked my receipt for original purchase and there was no price difference in the old and new furniture. I explained this and asked for supervisor to call so I can clear up the situation. Nobody ever called and now over a year later they have sent a couch I paid in full up from for with cash to collections! How? I have no idea. Also I have had issues with new furniture but the warranty I paid for will not be honored because they say I owe them money for the furniture that I already paid in full for. I would not recommend dealing with this company. I have purchased at several other stores in my life and this is the only time I've ever been blamed for a mistake made by the corporations employee or error in their system.

Rooms To Go (Owner) 3 weeks ago Doug, this is concerning to hear. Can you please email these details and your order info to TellUs@RoomsToGo.com so we can look into the...

Do not order a vendor shipped item from rooms to go. I ordered a new bedframe to go with my new mattress. The mattress shipped and arrived on time. The bed frame was to take 7-10 days because it was vendor shipped.

10 days went by and the only update to the tracking was it was on the way from the origin. A couple days later the delivery estimate changed to unavailable and it said I can contact the shipper to initiate a claim if I haven't received it. I called rooms to go and the customer service said all they can see is the same tracking as me and suggested I call ups to make sure they have the correct address and couldn't find my house. I told her that is most likely not the case as I am a business customer and receive pickups and drop offs multiple times per week from UPS at my home. She informed me they can't file claims and I should just try to call ups.

I then called UPS and the lady said yes it's most likely lost and told me to file a claim. I did this and a few days later the claim updated to approved, but they refunded rooms to go. I then call rooms to go again and she informs me since it was shipped from the vendor I will have to contact the vendor. She gave me an email address for them but no other contact info. I emailed them but got no response. I called again to rooms to go and told them I haven't been able to contact the vendor and just want to cancel the transaction. She informed me she can contact the vendor to send a replacement bed frame. I told her no, I don't want a replacement that I will have to wait several more weeks on. She gave me a different email to contact to request to cancel the transaction. I emailed them and also got no response.

I called yet again and told them to cancel the transaction. She informed me she would email the vendor requesting to cancel the transaction and would call me back in a couple hours. After the couple hours go by with no call, I call yet again and this person said they will submit a ticket to have it cancelled. About 8 hours later already assuming they probably did nothing, I did the live chat to check on the status. This person informed me no ticket had been submitted, and the special order department is now closed so I will have to try again next week. Has been almost a full month since the date of purchase and I still have no bed frame, and no refund. Opened a dispute with my bank. Maybe the bedframe was nice, but...