Rooms To Go — Local services in Kennesaw

Got a Recliner form them, as a matter of fact got two same kind same day . $1,000 recliners.From the day they dropped off. They didn’t work. So they sent out a technical out. Don’t know anything about how to recline worked . So, he called his manager who sent him to the someone else’s. They told him it needed a power panel. Would have to order the panel and has no idea how long that would take. He said that they don’t stock any parts at all. So, I contacted customer service and the first person I got was nice “Morgan”and said because they never worked for day one. That they would just replace the chair. They replaced it ,three times.And sent out another service person. Who again did not have a clue where to start. And his best advice was for me to contact customer care and have them exchange it again.Each time I had to take time off work. So I told ” Morgane“ that this was costing them and me a lot of time and money so if they would just give me a small store credit I would just keep them as-is. It costing me a lot of money missing work.I also work on electrical/ mechanical equipment for a living and would just try to repair it. But did not because that would void the warranty and extend warranty I payed for. In the middle of that I had to go out of town for work. Now, I have been nice and working with them “Magen” When I got back. Sent a text to what I thought was just to Morgane but got a personal name Matthew. He sent me a very rude message and the credit that Morgane had offered me that he couldn’t even do that. After many texts. Finally said that I could go pick out replacement’s , After all that you may even think that’s would be OK. Well now it got even worse, he said if the was a price difference I would have to pay that.Well if you think you would be ok with that after everything. He told me that I would have to pay a new delivery fee and I would have to pay for a new extend warranty “x2”. WHAT ? I paid for delivery and the extended warranty when I got them. And I have to have them for Big and tall. I’m right at 6’4” tall , with a bad back. They only had two different kind when I got these .And the other kind they had,I did not like at all. And the two I got were on sale. Maybe now I know why. So yes , at that point I called. The lady I got “quiet blunt “said that was their policy and that they change another delivery fee and extended warranty fee. When I asked for a manager. Was told that who’s she talked to.Never got to talk to one. And she acted like I was bothering her or keeping her from something other than customers service. Keep telling her and Matthew that , I’m not returning them just because I don’t like them or they don’t go with me other stuff IT WAS BECAUSE THEY NEVER WORKED. So be warned that they don’t stand behind what they sale. And if you try and go to the manufacturer. Don’t. They are also the manufacturer. So this morning I sent them another text to come and fix my recliner please. That way earlier this morning now it late afternoon. No one has...

TL;DR: Good experience with the sales associate but poor product quality control, delivery, and assembly that resulted in multiple replacement orders.

Sales: My wife and I purchased the Stonecrest dual power reclining sofa and love seat on 2024/02/11. Our sales associate, Mr. Alan Judd, was pleasant to work with.

Product quality control: The first set of furniture that we received on 2024/02/16 came with several imperfections in the upholstery and the legs. The second set of replacement furniture that we received on 2024/02/21 had a hairline crack on one of the legs and a warped back on the sofa. The final third set of replacement furniture that we received on 2024/02/28 also had a hairline crack on one of the legs, which we switched out with a good leg from the second replacement.

Delivery and assembly: By far, the worst experience came from the third-party contractors responsible for delivery and assembly. The first team was fine, but the second team in particular was quite unprofessional. Problems included: (1) delayed delivery time, (2) drilling bolts into the legs forcibly at the wrong angle and leaving behind chipped wood, (3) dragging furniture across the floor during assembly, (4) one guy giving orders to another guy instead of working together as a team, and (5) calling their delivery route supervisor to complain about me when I asked them to be more careful. I followed up with the supervisor afterwards to tell my side of the story and to assign a better team for the third replacement. However, although he initially apologized for the inconvenience and promised to process the replacement order with Rooms To Go, he subsequently proceeded to ignore my texts and calls when I informed him that I reached out directly to customer care to arrange the order after I did not receive a text confirmation from him at the end of the day. While I can see how I was a demanding customer from his perspective, I had lost faith in getting good customer service at this point and did not appreciate this passive-aggressive reaction. To my relief, the third team finally handled the delivery and assembly professionally.

The only reason why I'm giving two stars instead of one is because the initial sales experience...

I am deeply uncomfortable and disturbed about my recent experience here. Upon being greeting by the sales associate, he kept asking me if I was married and where my husband was and why he wasn’t there, even though I came by myself and gave no indication about my relationship status. He also asked me twice where I was from, and even after saying where I’m from and that I’m American he asked me twice not seeming satisfied because I have an ethnic background. When I mentioned I was looking for a queen size bed the salesperson kept asking me if that enough space for me and my husband? Obviously I know how much space I need, i don’t need to be up selled because I wasn’t born yesterday to not know the difference between king and queen. I kept trying to ignore his questions as I was deeply uncomfortable disclosing my relationship status, especially as a young woman when an older man is asking me. If he had asked me politely how many people I was purchasing for I wouldn’t have minded, but don’t make assumptions. I also felt pressured to keep buying more items even though I kept saying I didn’t need them. Upon leaving I had a bad gut feeling and had the impression I wasn’t being taken seriously and that I must’ve had a spouse to make big purchases even though I have my own income and career. He asked if there was anyone else I can add for credit approval like a spouse even though I already mentioned having a good credit score. He seemed surprised after reviewing that I had a good credit line far above what was needed to purchase. I said I needed more time to think before buying and then he said multiple times not to go to any other stores because he will miss commission. His entitlement is delusional, I am all for helping people out who treat me with respect and do a good job, but with the way I was treated I don’t owe him any sale or my business. I should have left immediately but I expected professional behavior. Really bad experience and it’s obvious he is profiling personal background, they need to train employees on interpersonal communication and manners. Don’t assume I must have a husband to go in there and make my own purchases when I have my own career and money...