Rooms To Go — Local services in Fayetteville

The main and most important part is that we love how comfortable our sectional is to sit. However, I'm frustrated and disappointed at the customer service from the local store, the manufacturer, and online help.

My husband and I went in person to buy a sectional. Our sale rep Tony was extremely nice, however he ordered the wrong consoles. During the ordering process, we told him we wanted consoles with speakers and outlets. He even reassured us that those were the ones we were getting. He placed the order for us including a 3 year warranty for each item on our sectional.

Delivery people came and set it up. That's when we realized the consoles had no speakers or outlets. I talked to the delivery people, but they said I'd have to call and talk to the sales rep. Called the sales rep, and he said we were going to have to pay more money for each console since he ordered and charged us for the wrong ones. My husband was leaving for a trip, so I was never able to exchange them. Decided it wasn't worth the hassel to try and exchange them.

On top of that, hardware was missing upon initial delivery to complete the set up for one of the consoles. The delivery crew put in a request for the hardware to come the next week. Nothing came in the mail. Called and talked to RTG customer service a month later. The order was never put in. Weird, because the delivery people handed me a receipt that said hardware was missing and that an order would be placed.

I finally called after waiting 2 weeks on nothing, and RTG customer service ordered the hardware to come within the week. I waited another 3 weeks later and still nothing.

Finally, called to follow up, and apparently the manufacture cancelled the order the next day after the order was placed the 2ns time, because they can't produce the hardware. However, they failed to notify me or customer service. Talk about poor customer service.

Now, I have to waste my time and set another whole day for someone to pick up the console with missing hardware and replace the whole thing to be replaced. Very nice people, but this has been a big mess...

My husband and I went to the Fayetteville, NC location on 5/10/25 shopping for a bedroom set. We found one at a great price which was sold “AS IS”. It was a queen set which included the queen frame, dresser drawer with mirror, chest, two nightstands and two lamps. The also purchased a new mattress. We both thoroughly looked the set over for any scratches or blemishes. The salesperson Antonia’s, which was great, asked if we saw any problems with the furniture. I told her I saw one scratch on the footboard but that my husband felt that was a natural blemish. Since this was a floor model, they will not deliver. We would have to make arrangements to pickup or use a mover she recommended. It is a person she said they use often and she highly recommended him. My husband and the mover talked and coordinated for the furniture to be delivered on 5/16/2025. When the furniture was delivered my husband noticed several blemishes on both nightstands that were not there the day we purchased it. When I got home that afternoon he showed them to me and we called the Fayetteville store and spoke to Mike, the manager. He told my husband there was no way to prove it was damaged by employees at the store or by the mover. I then spoke with him and assured him the marks/scratches were not there the day we purchased it. Mike said he didn’t doubt what I was saying but there was no way to prove who damaged it. He said “He was doing the best he could do”. He offered to deduct $50 off the purchase price. At this point I was so upset and disgusted I hung up. Hindsight is 20/20 but if I had it to do all over again I would have taken pictures of all the furniture that day so I had proof of the condition. Be careful when purchasing the showroom models. Yes, we got a good deal but “AS IS” means as it is on the showroom floor and not the condition it is in when it is delivered. Someone damaged the tables after we purchased them and...

Our experience with furniture delivery has been incredibly frustrating and disappointing. We were initially scheduled to receive our items on August 20th, but to our dismay, there was no call or delivery that day. When I reached out to inquire about the situation, I was given the first excuse that the driver had forgotten his ID, which prevented him from entering post. This was already a frustrating start to the process, but I tried to remain patient and understanding.

In an effort to resolve the issue, I promptly rescheduled the delivery for today, August 27th, hoping that this time, everything would go smoothly. However, the furniture still has not arrived. At 8:30 PM, I received a call from the call center, informing me that the delivery driver had encountered an emergency and would not be able to deliver our items as planned.

While I completely understand that unexpected situations can arise, it is crucial for businesses to respect their customers' time and commitments. Each time we have to reschedule, it requires us to take time off work to be home for these deliveries, which is not only inconvenient but also disruptive to our daily lives. This is now the second time I’ve had to arrange time off specifically for a drop-off, and it’s becoming increasingly frustrating.

The call center informed me that our furniture is rescheduled for delivery tomorrow, August 28th. This means I will once again need to take more time off work to wait for this delivery, which feels like an endless cycle of inconvenience. I sincerely hope that this time the delivery will actually take place as promised. It’s disheartening to have to go through this process repeatedly, and I truly hope that improvements can be made to ensure a smoother experience for customers...