Rooms To Go — Local services in Cypress

In March of 2018, my wife Darla and I went into Rooms to Go to look at buying a new bed. The sales staff were so friendly and one of the sales people went with us around to various beds and we looked at multiple mattresses to decide on our very important purchase. We settled on a hybrid mattress that was made exclusively for Rooms to Go that had cooling technology. We also decided to go all in and buy a whole new bedroom suit with dressers and two chest of drawers. We spent over $6000.00. After the bed was delivered and set up we had noticed that the mattress on one side of the bed seemed to be slightly shorter in height and width than the other mattress. It is a split king. Also we noticed that there were some cracks in the wood on the dresser and chests of drawers. I told my wife to contact them as she had done all of the transaction in her name. She procrastinated and waited until March of 2019 to contact Rooms to Go. They took the information and sent out an evaluator to look at the bed and chest of drawers. The guy took some pictures and told me that someone would get in touch with me. They never contacted us! My wife finally called them only to hear that they deemed the problem as usual wear and tear and that the reason the mattress was shorter was because we had broken it down. We purchased the insurance on the furniture as well. My wife called the store back to ask if there was a way to appeal this decision. They told her that the claim is still open even though they had already made the decision, so she asked if we could file a new claim and was told no as long as the first is still open. They seem to be intentional on not closing the first claim so that another could be filed. I am very frustrated with the after care of Rooms to Go ! I feel like maybe I should contact the local television station about this as a consumer report. I am including the pictures that I have taken of these problems so that anyone could see that it is defects. We did not see the cracks in the chests of drawers because the drawers hid them. both chests are cracked in the exact same place. I would dissuade anyone from buying furniture from this company and strongly suggest that you micro-inspect any furniture that you get from them lest you find your self with the same customer frustrations...

DO NOT BUY ANYTHING HERE! THEY DO NOT HONOR THE DELIVERY DATE.

If I could, I would give 0 starts. The sellers are nice, but that is about it, and after you pay, you are lost and lonely. They are not going to help you.

Also, be aware, that after you sign the contract, if you want to cancel your order you will be charged a 20% restocking fee.

I ordered a sectional from them on July 31st. It was supposed to be delivered today (Aug 11th). 2 days ago they contacted me and gave me a 4-hour timeframe. I live in an apartment, therefore I need to schedule the freight elevator for such deliveries, which was from 11:00 am-3:00 pm.

The delivery crew showed up today at 4:50 pm and that's when the nightmare started. The delivery service is the worst.

1. the crew does not speak English, if you don't speak Spanish, you will not be able to communicate with them.
2. they think they are doing you a favor, even though you paid for the service.
3. they are the rudest crew in the world, with a lot of attitudes.
4. THEY DO NOT HONOR THE TIME SCHEDULE and don't even care about it. Even though the crew showed up late, they had a lot of attitudes and said they were not late, since the 4-hour window was an agreement between the store and myself, not with them, the delivery (??).

I asked if they could come back at 6:00 pm when the elevator would be available again, but they refused. I called the Rooms To Go customer center and they said they could not reschedule my delivery because it was locked. I would have to wait at least 24 hours (!!) to reschedule (!!).

I tried calling the store, but the person, with a lot of attitude as well, told me that they only have a date available for the end of the month, around Aug 31st! I laughed!

In the end, I'm locked with this purchase, with a TERRIBLE CUSTOMER SERVICE, and I cannot reschedule nor get a full refund.

STAY AWAY...

Four months ago, I purchased $6,000 worth of items from this store, including a $4,000 mattress. The seller assured us that any quality issues would be addressed with a replacement within ten years, which is why we opted for their recommended high-quality mattress. However, after just over a month of use, we noticed that the edge of the mattress had begun to sag, and our $1,000 dining table developed small bubbles on the surface. Unfortunately, due to our busy work schedules, we couldn't pay close attention to these issues.

Last month, my wife and I started experiencing back pain and realized that the sagging mattress edge had become significantly worse. We reached out to the store via phone, but communication was challenging. After several unsuccessful attempts, I decided to visit the store in person for assistance, which resulted in a home inspection. During the inspection, the technician observed that the mattress was severely deformed while I was sitting on the edge and confirmed that this was indeed a quality issue. They also inspected the dining table and took photos of the bubbled areas.

To my surprise, the final outcome was that the mattress did not qualify for a replacement, while the dining table could be replaced. However, when they contacted us to arrange delivery, I was informed that I needed to be available "all day on the phone to wait for them to come for the replacement." This experience has led me to seriously question the store's credibility.

I want to share my personal experience as a cautionary tale for others: when making a purchase, it's crucial to pay attention to the written terms of the contract rather than solely relying on the seller's assurances.

Additionally, I would like to ask if there are any relevant organizations that could assist us in advocating for our rights. We would greatly appreciate any...