Rooms To Go — Local services in Grapevine

Our sales associate was Richard at the Grapevine Rooms to Go location. My husband and I were looking for either a new bedroom set or living room set since we were moving into a new apartment. Richard was very kind and helpful during the process, and while we were checking out, I inquired about their refund/return policy. He said that once it is delivered, there are no returns BUT he immediately lowered his voice and told us that a lot of the time, they will approve returns/refunds depending on the circumstances and to keep the customers happy.

Fast forward a few days later after we moved on the weekend of the 15th - I took a pregnancy test and found out I was pregnant. We had NO idea. After getting some blood work done and a sonogram, I find out I am nearly 12 weeks pregnant with our 1st child! We are so excited and shocked!

I called the store's corporate office first (wasn't sure who could authorize a refund), and they told me that the store manager and the sales associate can authorize a refund. I then called the store and asked for Richard. They said he was working later that day, and I asked that he give me a call back. Never got a call back.

Next day, I called again while Richard was at work. I spoke to him and told him that these were extenuating circumstances and I desperately needed the money for the new addition to our family. He said he had no way of giving me a refund (corporate told me differently). I asked if we could speak to his store manager since the manager was another authorized person to give a refund. Richard told me the manager was not in that day, but he and the manager can call back the next day. Next day rolls around, and we have no phone call back.

I called the next day, and they transferred me to Richard...was left on hold and finally hung up.

Today, my husband calls and got a hold of the store manager. He explained everything to her, and she flat out denied him. Only said we can exchange for a different mattress of equal or greater value (doesn't help us at all). She wouldn't let us even return the bed frame, or the adjustable base, or the mattress...literally did nothing at all. My husband said she offered no sympathy or understanding over the phone - did not seem to care in the slightest about this HUGE life change.

I would ask that Richard and all the other sales associates NEVER lower their voice and give hope of refund/return when there is none. Very misleading - if a new baby is not extenuating circumstances, then I do not know what is. I think of all the wasted time with phone calls and waiting for them to never call us back was ridiculous. I even told Richard that I would love to buy new kid furniture and future purchases from him at Rooms to Go because we did love the buying experience - we just couldn't possibly afford to pay for this bed right now.

Now my husband and I are out of thousands of dollars that would pay for the medical bills we are about to incur. We're thinking of selling the furniture and HOPEFULLY getting back at least half of what we paid. Just something, anything to help out.

Rooms to Go, better train your staff not to make false...

Stay away from this place of you ever want to buy a furniture because they don't do returns or exchange and they don't care about customers after the product is sold and their customer service sucks. I was about to buy a sectional from Costco but went here to see if there are better options based on my friend's recommendation who once purchased from here. They had good amount of collection and I liked a 3 seater recliner and a rocker recliner I saw on the store but the color & material I wanted to purchase was not available and they had to order. I purchased it for $1500 with delivery charges and warranty included and the product was delivered after 2 weeks. After the delivery, I realised that it was not at comfortable, sitting area is small, the head rest was not ample and also it was harder than the model I saw on the store. Immediately called the store and checked with them I can exchange it for a different product and this is where I got shocked when they said 'We don't do returns' also told let me check with store manager and again told the same thing. I then visited the store and talked to someone in the office, initially they also told the same thing but when I said I am ready to take some charges and let go some money, she talked to the floor manager and told I can purchase some thing else for $1000 or more($500 less). I was ok with it and started looking for some other sofa and in 5 mins they came back and said they can't do it because the store manager has already decided not to allow the return. I understand If they have a no return policy but how can it be there 5 mins back when they told me I can purchase something and magically not there because store manager has refused it. I feel cheated with this no return policy in this modern world where all the other competitors are offering a 90 days return. I visited the store 3 time and nobody was ready to help and every single time the so called 'Store Manager' was not available and was told to comeback again tomorrow or call. I regret my decision to walk into this place and would never ever purchase anything from Rooms to Go ever again. I strongly recommend not to buy anything from Rooms to Go if you even have slightest doubt about the product you are purchasing and want return option. There are lot of other place to Go instead of Rooms to Go like...

TERRIBLE, DO NOT SHOP HERE. We were told initially we would be receiving our couch&chaise the end of September. Well we received the couch and the WRONG chaise. We were told they would reach out to us about this-they did NOT. We attempted to reach the care center about our delivery multiple times, only to be met with seemingly infinite hold times to where we gave up and just called the store to where we were told the other half of our couch wouldn't be available until the end of November. So of course we were upset, given that when we purchased the couch initially we were not told that only HALF of it would be immediately available. In addition, the lamp we received from them was bent, possibly during delivery.

Finally the rest of our furniture was delivered. They did not completely put it together as was promised when we agreed to pay extra for this service. They just dumped our ottoman without installing wheels, didn't screw on knobs to the drawers on our TV stand. So as we are trying to set it up we realize they gave us the WRONG screws, they were simply too long. And we noticed the TV stand had damage to it, and was wobbly and uneven. And to top it off instead of delivering the correct chaise, they delivered us ANOTHER COUCH. So we now have two couches put together.

When we called back about all this they told us that our chaise wouldn't be available until MID JANUARY. This was NOT disclosed to us when we purchased the couch, we would not have bought the couch if they had told us half of it wouldn't even be in stock until next year. They also tried to sell us a broken lamp, though luckily we noticed the damage before purchasing, though that should have been a warning sign for us not to buy from here. Anyhow, now we have no clue if they will even deliver the correct chaise next year. Whose to say they won't mess it up again and tell us to wait until April, June, etc.??

We are NEVER shopping here again, and I would discourage others from coming here as well. Deceitful in regards to when furniture will be available, poor customer service, and try to pan off damaged furniture on...