Rooms To Go Furniture Corporate Headquarters — Local services in Brandon

Buyer beware! Purchased a couch, a loveseat, a coffee table and an end table from the RTG store in Wesley Chapel on 5/25/19. Waited 13 days for delivery. The delivery truck showed up without the loveseat & the end table was scratched. Re-scheduled delivery for the missing loveseat and replacement end table for a week later. Truck shows up with the loveseat and another end table which was scratched worse than the one we had received originally. Rescheduled a third time for a week later. Truck shows up 2 hours outside of the Delivery window, could not find the end table in the truck. Multiple calls placed to customer support and to the store. Left multiple messages with “Quinn” for salesman Ben Evans to call us back and make this right. At 9:30pm we received a call from Zacariah who told us he was going to try and get the table delivered this "weekend" and that he would call us "right back" with the day and time window. 11:45pm Still no callbacks and still no end table. I plan on contacting the state attorneys office regarding consumer fraud and protection. I’m also going to write the celebrity spokes people (Sophia Vergara and Cindy Crawford) representatives so they are aware of the type of service and treatment that customers such as we are receiving from RTG! Update - 6/21/19 After posting the above, we received a call at 9:20 AM from “Inga” at RTG who stated that she was now handling our issues and that we have been placed on a “red alert” list and that our end table would be delivered between 8 AM and noon tomorrow the 22nd. She also informed us that we would be given a refund of $75 because of the inconvenience we have experienced. If you do the math and divide $75 by 12 hours of work I missed waiting on all the deliveries, it comes out to $6.25 an hour. As a consultant, I don’t get paid unless I am on the job which means in the end, I lost $525! At 2:00pm we received a call from "Michaela" in RTGs Customer "Resolution" Dept. Michaela informed us that she would be taking over for Inga and Zacariah and that RTG was going to do an inspection of the end table prior to delivering it on 6/22/19. Michaela also said that if this table was also damaged that we would be offered several options such as: They would refund our money for both the coffee table and the end table, give us a discount on the damaged end table, send out a technician to see if the end table could be repaired. Update - 6/22/19 The truck just arrived 9:30am and guess what, this end table was the worst of the bunch with an actual cracked wood splinter sticking out from the side! So much for checking the table out before delivery. Attached is a picture. This makes the fourth attempt and the fourth failure on RTGs part. Update - 11:00am: Michaela called to ask how the delivery went. We informed her that the table was cracked and splintered. See picture. Final Result Could not spend anymore of our time dealing with this situation. Settled for $115.00 in compensation and will pursue reporting this to the BBB, the state attorneys office of consumer fraud and protection. And contacting the celebrity spokes people (Sophia Vergara and Cindy Crawford) representatives so they are aware of the type of service and support being provided. Having to settle for scratched and dented furniture at full retail price is a slap in the face as far as we are concerned. Observations RTG is very good at advertising and selling, but that is where it stops. Quality Control, Delivery and customer service are absolutely terrible! RTG needs to change their policy of not giving full names and a direct dial contact number for Post Sales support personnel. One person needs to take ownership of problems like the one we have experienced. A total Top down outside evaluation needs to be conducted for Quality Control and Delivery. If I were Rooms To Go, I would use this Incident as an object lesson in understanding that customers such as myself do have a choice and that our time is valuable. The lesson we learned from our experience with RTG, just...

Purchased a bedroom set from the Stonecrest, GA location. Each time my partner or I would sit on the bed, it would make a creaking sound. We assumed it was just the bed and/or new mattress(not bought from them) settling in. Night 4 of having the bed, we sat on the bed and the wooden slacks and wooden feet broke and the mattress caved in. We just spent over $3000 on the bedroom set along with a brand new mattress and couldn’t sleep in it! We called the store the next morning (a Sunday) and we were explaining our frustration to the rep and she said my partner was raising his voice and was abruptly put on hold without any notice. The store manager (Sunny) picks up our call and after being abruptly put on hold, we explained how it was rude that the rep put us on hold like that and we proceeded to tell Sunny what happened. Sunny said that my partner raised his voice at his rep and we told him no, he didn’t raise his voice and that we are trying to tell our frustrations about a $3000 bed that literally broke after 4 days. As my partner was explaining the situation to Sunny, Sunny says to watch your tone! Excuse me! OUR BED BROKE AFTER 4 DAYS! Sunny proceeded to say that we have to call customer care at corporate and they don’t open until Monday. SMH So I called corporate customer care the next morning, explained to them the situation and how we were given wooden slacks with wooden feet. They said the first step is to put in a request for replacement wooden slacks and feet. I explained that we need metal slacks and/or feet so the mattress can be secure and I don’t trust this bed with wooden slacks and feet any more and I wanted a refund. They say THEY CAN NOT AUTHORIZE A REFUND and the first step to have the parts replaced. It’s not like we had the bed for over 30 days.. WE JUST GOT THE BED 4 DAYS AGO. They put the request in for the replacement. I told them we need metal slacks and feet. I don’t trust the wooden feet and had multiple different CSRs (Donna, Jesse, Whitney) all tell me that the replacement will be wooden slacks and feet. ABSOLUTE TERRIBLE CUSTOMER SERVICE. They were not trying to resolve the situation; just pass me along. So after back and forth conversations with corporate reps, the salesman, store reps, Sunny, the store manager, tells me that he has the metal slacks and it is an upcharge to the original standard wooden slacks and they normally cost $80 but he can give me a 50% discount so it would be $40. AFTER HAVING THE BED FOR 4 DAYS, I NOW HAVE TO PAY $40 FOR AN OPTION THAT WAS NEVER GIVEN TO ME IN THE FIRST PLACE. Now, mine you, I have been on the phone all day with the corporate sales reps and store reps, All who have been noting all of what’s happened in my account. So we finally get to the point of resolution and YOU WANT TO CHARGE? FOR YOUR MISTAKES?? So I tell him we were never given an option for metal slacks, we would have definitely chosen them if it was offered to us. Sunny said the salesmen aren’t allowed to offer the options. They are to sell the furniture with the standard pieces. ARE YOU KIDDING ME?! WHY HAVE OPTIONS IF YOU CAN'T OFFER /SELL THEM!! So Sunny said you can try to call corporate to see if they can authorize more of a discount but that’s all I can do here. He said If corporate notes in your account a better discount, I can see it and update the order. So here is the last and final kicker. I call corporate again and try to get Tamika, who was very helpful, back on the line but she is unavailable; a rep transfers me to another supervisor, Andy, so I tell Andy what’s been going on and he says the same thing as Sunny! They don’t allow the salesman to offer other options which makes no sense. Why wouldn’t you offer your customers other options and create more sales as an upcharge. If I’m buying something of value, I would have paid for the best even if it's an extra charge. Andy says you don’t have to agree to the sales pitch! SMH.THIS IS BY FAR THE WORST EXPERIENCE I EVER HAD WITH A FURNITURE COMPANY. I WILL NEVER EVER STEP FOOT IN ANY ROOMS TO...

This message below was sent certified to Jeffery Seamon & the presidential team with no response. This letter is in regards to the Rooms To Go located in Arlington Texas (store 2104). My overall experience was horrible & very unprofessional. I would like to advise you on how your store is being operated. On November 11, 2020 I made a purchase for almost $4,000. I set a deliver date for December 13th. They advised one of the pieces ordered would not be delivered until December 21st. I informed them to put everything for December 21st. The day prior to the 21st I reschedule the the date to January 6th considering we would close on our new home on January 4th. I was advised that would be no problem. I don’t recall the gentlemen name, but it may have been Anthony. (He was at the store location when we spoke the morning of December 20th). This gentlemen took detail notes as I was on the phone & cancelled the ordered date for December 21st. He informed me the date had been changed to be delivered January 6th. I received a text the following morning informing me the delivery time frame for December 21st. I immediately called & was advised to disregard the text & the order had been rescheduled for January 6th. On December 29th I called to verify if a dinette table was in stock. If so could it possible be added to the deliver of January 6th. Upon speaking with the associate I confirmed all items in the delivery. He advised I now have 4 different delivery dates leading up until February 11th. The dates he quotes were January 6th, January 13th, January 26th, & February 11th. This information was very upsetting to receive as a customer. I was very inquisitive to know why the changes without anyone informing me of such. He stated the prior associate did not date all of my items. I request for a manager. I was told there we’re five supervisors, but only one working on the floor which was very odd. I request for corporate number & was told to hold. I waited on hold for 13 minutes to be told a manager would call back in a hour. The associate also advise he could not locate corporate number. He stated his colleagues did not have the number & to go online to retrieve the number. I ask for the store locator number. He provided that information. I did retrieve corporate number from Google. I did not purchase in house financing or apply for a Rooms to Go card. I made this purchase from my personal account. I was then advised my items were given to another customer. My concern as a customer would be these items were mine, paid in full. Why would they give our items to the next customer? Eddie Acosta (manager) did call back. He confirm the new 4 deliver dates. I request for him to make changes due to fact of my husband & I need our furniture for our family. He said there was nothing he could do besides put a request in & would receive a response from the warehouse the next day. I inquired to who I spoke with on the 21st. He stated Joseph Costintino. Eddie Acosta provided assistant manager Jimmy Baldizon who would give me a call the following business day. I ask for a compensation due to the lack of communication of their end. Eddie Acosta advised he could provide a $100 store credit. I advised I was not interested in a $100 store credit nor interested in conducting business here anymore. He stated there was nothing else he could do. I ask for the general manager. Jimmy Baldizon phoned me the following day & was no assistance at all. He offered my total funds back as a resolution. I’m not interested in my funds back. My interested is strictly receiving the furniture as I was advised on...