Rooms To Go — Local services in Greenville

This is probably the worst business I have ever dealt with. The national customer service is horrible and the employs at this location have no interest in helping customers.

I ordered 2 chairs online (without teying them out) less than a year ago (I will never do that again). Within 7 months, one of the chairs broke. I called customer service and they sent a Tech to look at it. After the Tech looked at the chair, he ordered parts to fix the chair.

I was then told that the parts would take a week or two, or three months, if back ordered. After a month, I called customer service and was told that the parts would be coming but that they are back ordered, and if they don't come in the next couple of months, they would discuss other options with me.

So, after a couple more months, no parts, so I call again, and they tell me that the parts will not be coming and the chair that is broke is no longer being sold by Rooms To Go, and that we can get credit towards a new chair.

Also, I've been making payments on said broken chair for the whole time.

Up to this point, not happy but not mad.

However, this is where it gets awful. So, I driving over a hour to the closest Rooms To Go locations to my home, THIS LOCATION in Greenville, SC. To start with, not one single employ acknowledged me or asked me if I needed help. After finding a chair that I liked, it took me walking around the store for 20 minutes for a sales person to help me.

I told him, Paul Beaubrun Jr., my situation and that I wanted to order the new chair. Paul and his manager then tell me that he needed to talk with corporate about the credit (this was a lie according to customer service). And that I could call him back the next Monday in order for everything to be ironed out.

It is now Tuesday and after over a dozen calls in the past 2 days, this is what I have gathered about this business. DO NOT ORDER ITEMS ONLINE and DO NOT BUY ANYTHING FROM ROOMS TO GO. Apparently the online showroom and customer service has zero to do with physical locations, it's like two different businesses.

The employees at this location are clearly lazy and/or incompetent. They apparently take 2 hour long lunches at 5 pm. They do not return calls. And they will do literally anything to not make things right.

The chair I wanted on Friday, 4 days ago, had a price tag of $644. Today, they it's $700, eventhough the order was created and put on hold, supposedly, on Friday. This has been the absolute worst business I have ever seen and I will NEVER spend another dime at...

Honestly... Quite terrible! The customer service here is just atrocious! My wife and I were never greeted at the door, and when we sought help, finding a group of employees sitting around a table gabbing, we asked for assistance, they still took some time to finally assign someone to us. Geez! We ended up dealing a with a rep that day and then a manager of some sort the next day to place our order. We never heard from either one of them upon delivery, no checking in on us to see how things went or anything. Now, about the delivery.... Terrible experience. The delivery people would not bring every item upstairs, though they brought up some. Our home is newly built and we asked that they remove their shoes, they obliged with some items, but not the others stating they are not required to, but that they would reach out to their delivery manager and that we would hear something back. First off, wear shoe covers like our great delivery people from another furniture store did! They brought everything in and did fantastic! Anyway, back to the experience with Rooms to Go;

A few days pass and we have still yet to hear anything back from anyone. We call about it, and they again state they will reach out to the delivery manager. After another few days pass, guess what?... Still nothing! My wife and I ended up bringing the items upstairs ourselves! Guess what now? They did not include the hardware to build the product! We then call to have the parts mailed out to us! Sigh... Parts come in the mail, but they are the wrong parts! We go to another location to inquire, but they could not help us, and they were within the same district, so we were not about to deal with the delivery manager again, whom we never even heard from! So we ended up contacting "Customer Care" (and I use those words in the same sentence very loosely with this company) again, all of whom were pretty short and not polite at all, mind you. They still sent us the wrong hardware, but it worked enough to where we could get the items assembled.

So, yeah. There you go. One of the worst experiences from anywhere that we have encountered! I would suggest shopping other furniture stores and trying out the local ones, they might actually give a care towards...

My sales person was fine, but the manager. Ryan, was of no help. I have spent thousands of dollars in this store in the last 2 years. Today I wanted to get a sofa, ottoman and a dresser. First, the delivery fees are overinflated. It was $120 just for those 2 items. I wanted to add a dresser and these wanted another $40 for delivery on top of the other delivery charge to the same house on the same day. Come on and stop gauging the customer. The furniture prices are already outrageous. I went another place to get the dresser. There was a manager therepreviously. I think his name is Randy. He was someone you could talk to and work things out with.

UPDATE*I went back to the store yesterday and had a wonderful salesperson, Christiana (not sure of spelling). She was very kind and listened to my concerns. Another manager, Paul, came over to apologize for the way I was treated on my previous visit. I added a a queen headboard, foot board and rail, and a dresser. The delivery charge on this order would have been $169. Paul lowered it to $99. I appreciate his help.

As a consumer the total delivery charge for a bed, dresser, sofa and ottoman are $228. They are all a scheduled to be delivered on the same day. How did we ever get to where it's ok to charge that much for delivery? I can see why more and more people order online. Again, I liked my salesperson and the manager Paul. I still think corporate should rethink the delivery fee structure. I raised my star rating from 1 to 3 based on better service on my last visit but excessive delivery charges.

Update #2 I returned to the store to switch out a sofa. The first sofa had a horrible odor that made me physically ill with coughing and throat irritation. On the second attempt to replace it, I was able to find another sofa from a different manufacturer that has no odor and looks better the space. Rough road to get to end result, but I'm satisfied with...