Rooms To Go — Local services in Houston

So I was in search of a new dresser back in May and stumbled across the Moss Creek Dresser which fit in beautifully with my mid century modern yet eclectic style. I was able to have it delivered within a week and was ecstatic. So why only two stars? Let’s begin w/ delivery.

Given my 4 hour delivery, It arrived during hour two which is naturally a plus. The movers brought up the box and needed to install the legs, which they did in the hallway. Before bringing it into my apt, one of the movers came to ask me where I wanted it placed and showed him. They bring the dresser in an awkward way, which to me didn’t make much sense but they didn’t bump anything so I disregarded it. They move the dresser into place w/ one of the movers putting extra emphasis on making the dresser flush with the wall it was backed up against. I checked to make sure there wasn’t any damage to the drawers and front of the dresser and didn’t find anything alarming. I signed off on it and the movers left.

A couple mins after, I just couldn’t get it out of my mind why the mover was so insistent the dresser being flush with the wall, so I pulled it away and BAMMMM, the back paneling was damaged during instillation. At this point the movers are still outside, but I proceeded to call customer service to inform them what transpired and the agent informed me they would order me a replacement panel and I would receive it w/in 3-5 business days and once it arrived for me to call back and schedule for a tech to come out to perform the repair instillation.

After a week passes, I hadn’t received the replacement part and I called back to customer service to find out what is going on. I was on hold a while and decided to use the call back wait in line service, which didn’t work because I never received a call back. and after over a hour called back to wait on hold for 30mins just to be told the following things:

1. It was coming from the vendor and didn’t seem like it had been shipped out yet.
2. It could take up to 90 days for me to receive the part.
3. They were not allowed to check on the status for the part until at least 30 days after ordering the part.
4. I could call on a weekly basis to check on the status of the part, but there wasn’t a way for me to inquire further on it status/availability.

Fast forward to yesterday, July 6, I call back to check on the status and the service rep told me she would inquire with the service dept to inquire further on the part order status and would call me back when she gets a response. After no call back, I called this morning, July 7th, and spoke with Kevin (another service rep) who found an update that the part was no longer available from the vendor and a replacement dresser would be sent out to my home in one week.

Now I find this all extremely frustrating. I don’t believe I should have to go through all this investigative work just to get a piece of furniture that is up to standard. Clearly this company has a very flawed system. I do not understand why the primary response wasn’t to give me a new undamaged dresser from the beginning. I could understand if I was the one that assembled the dresser myself and it was user error on my part, but I paid over $700 cash for this 1 piece of furniture, DURING A GLOBAL PANDEMIC, so that I could have peace of mind in knowing that I would receive the perfect piece to welcome into my home.

This situation has shown me that your people are careless in not only assembly, but also in delivery. Those delivery movers were clearly trained to make it their mission to ensure I didn’t notice any flaws during it arrival and I commend them for that, but they should have informed me this piece was damaged THE MOMENT they knew it was an issue. If I had the smallest indication this would be the result, I would’ve spent a few hundred dollars more for a true all wood dresser somewhere else.

All in all, I say save yourself the struggle and strife and purchase your furniture from another business that cares more about their quality of service, then their...

I went to the Rooms to Go showroom on Katy Freeway yesterday, May 7th, and I have had a great experience with their customer service! First of all, my sister texted me with a surprise that she will be in town Wednesday, and I don’t have my guest room set up yet since moving into my new home in January. So, when I found out just yesterday, I went to the Rooms to Go showroom where I had bought my gorgeous dining table when I moved in January. I wouldn’t say the experience in the show in January was particularly great. Just average. Nonetheless, I already knew what I wanted and am thrilled with the table I got. Fast forward to now, and Rooms to Go is under new management - GREAT new management! I was helped by Maria on the showroom floor, and she helped me pick out a day bed with the necessary mattresses and mattress pads, which I didn’t even know Rooms to Go carried. Great mattresses, by the way! The store manager, Les, came up and introduced himself as I was talking with Maria. He was not only nice friendly and very informative, but he was also authentic - the kind of guy you’d trust and want to consider a friend. Totally different than my experience in January! Maria was kind and professional and did a fabulous job helping me. I needed the day bed by Wednesday, but their first delivery window was Thursday. Both Les and Maria worked hard to try to get my order added in sooner, but when they couldn’t make that work because of the volume of orders already being delivered over the next few days, Les told me I could cancel the delivery charge and pick up the trundle bed instead. He said to let Maria know if I could arrange for pickup, and Rooms to Go would refund the delivery fee and arrange the time for pickup. Seemed easy enough, but….when I called Maria today, Monday, she tried to update my order in their system to pickup instead of delivery, and it turns out that if she updates the order, my day bed automatically gets rescheduled to May 22nd! The orders are backed up until then - in just one day! Well, I couldn’t wait for that, so Maria said she would talk to Les and get back to me. After a bit more finagling and several more calls, Les came through! I am thrilled with their efforts, personal attention, extra time trying to meet my needs in a very short timeframe, and overall attentiveness! I’m excited to get my new bed tomorrow, just 48 hours after walking into the store with high hopes that I could 1) even find the kind of bed I was looking for, an unusual full day bed with twin trundle, 2) have it before Wednesday, and 3) figure out where to get mattresses! Bottom line, RTG is under great new management, and look up Maria and Les if you go by! You’ll certainly have...

Bought this couch 06/30/2019 and was told by salesman the extended warranty covered EVERYTHING.It doesn't so when i tried getting my couch fixed when the couch started coming apart within a month, i was told that none of this is covered under the purchased extended warranty and that the salesman would never say that, basically accusing me of lying. no one even sits on one of the sides of the couch.rooms to go sent repairmen to try and sew them back together but obviously the repair lasted but a few weeks. Ive had replacement seated cushions sent to me but most of the time they sent the wrong parts. the pillows that come with it came completely apart and im left with one that i sewed and constantly sew back together. I recently requested repair of the couch since the coils are now bending causing sinking when you sit on the couch. when he the repairmen came and said its the cushions not the coils although you can clearly see its the coils. he asked why i didn't report this sooner and i told him i had several times but was told to wait until it was "really" damaged or that it wasn't covered. he said he would have new cushions sent but was later emailed that they will not be sending me anything and that this is not covered. As for the wood that is exposed its very painful and hurts me and my children often.i try covering it with blankets but it still hurts if you sit or land on it. there are a lot of exposed wood areas around the couch but the ones pictured are completely exposed and there is no way of covering it with the attached cushions. As you can see the couch sags and feels just as uncomfortable as it looks.this all started happening within a few months of having the couch. I was told that the only part of the couch that is covered is the wood itself but im sure if the wood breaks they will loophole their way out of repairing that as well. I also don't appreciate repairmen blaming us for not sitting on the couch "properly",...