Rooms To Go — Local services in Columbia

Really disappointed with my experience here.

The initial shopping experience was nice. In July of this year, we went in looking for a complete overhaul to our living room. We were walked through the store and provided plenty of options by the representative who worked with us, and in the end we were excited to settle on a full living room set. The staff told us right away that the two end tables that came with the set would not be available until August, which we were totally fine with. The remainder of our items (electric reclining couch and love seat, rug, coffee table and arm chair) were scheduled to arrive 6 weeks after we ordered, so we happily moved forward with the order.

Fast forward to the August date that our furniture was scheduled to arrive (with the exception of the two end tables). We were told that the window for delivery was between 9AM and 12PM that day. A little after 1, we were contacted by phone and told that window changed...the order would not arrive until closer to 4, which we were totally fine with. Ultimately, the delivery truck did not arrive until close to 8 PM that night (with no additional notification from Rooms to Go). The lack of communication was very shocking…After 6, we’d all but given up hope that our furniture would even arrive that day.

As the crew worked to set up our furniture, we discovered that neither the rug nor the arm chair were the styles that we ordered, and the electric reclining sofa was delivered without the necessary outlet cord. The delivery guys insisted they notified the store of our issues, and that we’d be contacted some time over the next few days regarding pickup and replacement of these items. After a few days of waiting, we reached out ourselves and received very little assistance over the phone. We proceeded to go to the store the next day to discuss with staff. We were, however, told that the replacement of the items would carry a “restocking fee” (despite the fact that Rooms to Go mistakenly delivered the wrong items). Having put so much time into this endeavor already, we decided to move forward with it. Besides, we were anxiously awaiting the arrival of our two end tables a couple of weeks later anyway, so we didn’t want to over-complicate things by dealing with two separate furniture companies to get this living room overhaul done.

We were told that the new items would arrive the same week as our end tables. As that week went by with no communication from Rooms to Go (and no delivery of any of the furniture), we contacted customer service and were told that the items would not be delivered for another 6 weeks. We were stunned, and ultimately decided to cancel the order for the remaining items entirely.

I fully understand the COVID-19 climate we are living in now. With shortages happening all around us, we can’t expect perfect timing when it comes to things like this. But we weren’t asking for that. A little communication by Rooms to Go would have gone a long way in easing our concerns and managing our expectations, and this was by far the worst example of professional communication that I have ever witnessed. The entire experience was utterly disappointing.

Going forward, Rooms to Go really needs to work to understand and address the communication gaps that seemingly occur often among the many arms of its business. But for now, there are several other furniture store options in Columbia that we will be happy to visit to finish off our...

Update: Thank you David for taking time to turn things around. I appreciate you. A little background. I found dining room set that per the manager was brand new to the store. They did not have it in their system, and had to use the SKU I had found on my phone on their website to locate it. The manager had to override the price entering the items individually in order to reflect the listed price. The sales associate said if it goes on sale in next 60 days, I could price match. I revisited their website 2 days later and it was on sale. Called to see it I could price match. They said no because they cannot find it. I sent a image and he agreed that was the set but that price was for a standard height not counter high. I understand and decided on the phone after continued conversation to go by for a refund. Within a few minutes of ending the call, I sent him the listing on the rooms to go website of the counter high set, which is the set I purchased, also on sale and asked if he could price match. He would not respond. So I went to the store later. The managers I spoke to provide false information, did not hold true to their own practices, and refuse to honor their own prices. Classic bait and switch. Within 2 days of my original purchase date the sale price reflected a $300 difference and because they still did not have it in their system, same as two days prior, he would not honor the price. I was not aware they could decide when the sale price difference was too much and refuse to honor it. I was told they will not discount that much despite that being the price on their site. Was told that was an advertisement glitch. Seriously. Then I was told I was not on a real rooms to go website even after seeing the site and agreeing it was the rooms to go site when asked. The female manager even tried to state what was said on my earlier phone conversation with the other manager despite not being apart of the conversation. Sad part is they said I was truthful about the original transaction (I have the receipt) not being in the system as a set as well as not being able to pull it up on the website because it is new, despite it sitting on their showroom floor. Very deceptive, dishonest practices. Their last comment was we cannot justify honoring their own website price. The practices of these managers reflect a negative image on this store. This is a buyer...

Lying, rude, bait & switch. The sales person Delores showed us the temperpediac breeze. We even had an ENTIRE discussion about how the cooling would be so nice in the summer. We were then switched to someone else who came to deal with financing. This person only referred to it as "the mattress" we only saw the one bed the temperpediac breeze hybrid because that's what we knew we wanted. I was paying more attention to the price because obviously that's what we wanted. My bad I didn't check the paperwork they put the correct mattress. They deliver it & it's not the same mattress. It's the most uncomfortable mattress in the world, at least to me. I call today because I just got time. After being transferred several times they put me on with the sales person. I explain there was clearly a mix up between trading people & she starts saying that she never showed us the temperpediac which is a straight up lie & said I must be confused between the other mattress & I said you never showed me another mattress & I must be confused & she never shows those because they're too expensive & overall rude & getting an attitude. She repeatedly said "do you want us to come get the mattress" which isn't an option because then we'd have no mattress at all then I told her to give me a minute to talk to my husband & as I tried to talk to my husband she began talking over me saying if I pay the extra $1000 difference we can have it & being rude so I said I'd call them back & hung up. It was extremely unprofessional. Clearly there was a miscommunication between the sales person & the finance people, but instead of owning up to the mistake & trying to come to a conclusion & apologizing such as "Oh I do see that happened I'm sorry, that happened because XYZ & it wasn't in budget we may not be able to get you the temperpediac but let's see if we can get you something more comfortable" she decided to lie & be extremely rude demanding either it be returned or we pay an extra $1000. I hope the managers see this listen to the call & go watch the video from black Friday shortly after they just opened & see we were never shown any other mattress other than the temperpediac. I hope Delores has the day she deserves & is treated as she treats others. I would not suggest Rooms to Go at all because of this. I would not trust...