Rooms To Go — Local services in Macon

This is a split review. Please read fully to understand. My husband and I decided to purchase new living room furniture. Eddie Jr provided us with EXCELLENT customer service in assisting our selection. He has also been our go to guy assisting us with trying to resolve our issues with this purchase (This is where our 5 star rating comes from the service provided by EddieJr). We selected a leather reclining sofa and reclining loveseat. We chose this specific set due to it's firmness and appearance. We paid extra to get the storage compartment in the loveseat. The sofa arrived in October due to availability. Our first issue was upon delivery the team informed us that they noticed the sofa was damaged after removing if from the packaging. They immediately informed their supervisor of the problem and told us we would be contacted regarding a replacement sofa. They left the sofa with us so we would have seating until our replacement arrived. We really appreciated them for this because if they had not been honest, we would not have known about the sofa being damaged. The loveseat arrived in November. The only problem with it was the back of the loveseat connected to the armrests were not aligned. One was snug and the other had a big gap. After speaking with the replacement department we were approved to recieve replacement sofa and loveseat in December. The rest of our issues came from the December furniture delivery. First the delivery team knocked a shelf off of my wall breaking a picture frame and a vase. They reported the damage immediately to the supervisor and reimbursed me for the damages. Next after they brought in the loveseat I told them if was not right. It was leaning to one side, it had two huge gaps now, instead of one. The delivery man said the gaps were required. I asked him again about the leaning and told him that if this was how it was going to look, that he could bring back the other loveseat. He then realized that they had improperly assembled the loveseat, but it still has the huge gaps! After the delivery team left, I noticed that the one of the arms on the brand new loveseat had damage to the leather, and the brand new sofa when you sit in it to recline it jerks and makes clicking noises. I immediately reported these problems to Eddie Jr and he directed us once again to who we needed to contact. We had to put in a service request for the repairman to come out, but the earliest appointment available wasn't until January. During the time waiting for the repairman to come, we've noticed that the firmness we specifically chose this set was not there. They are soft, the cushions gap when you sit resulting in items falling in between them. When the repairman came he showed us where the sofa was bent on both sides. He also informed us of the difficulty trying to match the loveseat color to fix the damaged leather. The delivery team that brought this in December knew that these sofas were damaged and didn't mention a word. That really bothers me more than anything. We were so pleased by the honesty of the delivery team that brought the first sofa. The repairman stated he would inform his supervisor of his findings and that we would be contacted. After a week and a half went by, we contacted EddieJr informing him that no one had contacted us. Once again EddieJr came up with a solution. He was going to have the store manager contact us the next day. The next day I received a message from EddieJr stating we would be refunded our money so we could make a new selection. I know this review has been long, but we just wanted to show how EddieJr provided us with EXCELLENT customer service and he is the only reason we will be looking for another living room set from Rooms to Go Thank you again EddieJr. You are...

This is the worst company I have ever dealt with when ordering furniture! From the start my sales associate Brandon Wilbourne (associate number 041546) lied to me about how their financing works. He advised me that he needed my social and driver's license to "check" if I qualify for financing. I was approved and about 2 weeks later I received a credit card in the mail. I was never told I was signing up for a credit card and when I called about it the manager did not care. I called corporate and received the same treatment. I allowed Brandon to upsale me on the warranty just so I could get "rush" delivery. My items did not come on time and when they finally did the table I received was broken. The delivery crew advised me that I would have a replacement within 48 hours. After four days I called customer service to check the status and was advised I would not be able to get my table until two weeks later. Two weeks pass and still no table so I call again and I am told the order was never put in. I am then told my table would take another two weeks to get to my house. Another two week and still no table. I call again and I am told another two weeks. At this point I ask to speak to a supervisor. Again I am lied to. The customer service representative advised they are working from home and they are unable to transfer anyone and I would get a call back. I never received a call back so I call again and finally gets someone to transfer me to a supervisor. This representative let me know that's what a lot representatives will do to get people off their phone. After speaking to the supervisor I am told all they can do is provide a $20 refund for my troubles. This is after making a $2,400 order almost $4,000 (with tax). Again felling like there isn't anything I can do I accepted. After the two weeks my delivery guys show up with the wrong part. from the beginning I have advised customer service I needed a new table top and they sent the base. I call again and now I am being told it will take a full month before I can get my table top. At this point I am ready to just say forget it. So I tell the customer service representative to cancel the table and they can pick it up whenever she then tells me if I cancel the table I will not receive a full refund and it will make more order more expensive. I ask to speak to a supervisor I am again told she cannot transfer. I allowed the representative know I have called several times and researched their phone systems and she finally calls a supervisor. I wait for almost 40 minutes until she comes back on the line to transfer me (which earlier she advised she could not do). While speaking to the rude supervisor I need to place her on hold for less then 3 minutes and the supervisor starts yelling at me because I needed to check on my kid that was crying. during our entire interaction she very rude and disrespectful. After getting no where with her I ask to speak to a manager. She refuses to transfer me to a manager. Even after fighting with her for 15 minutes she still refused to allow me to talk to a manager. Again feeling like there is nothing to be done I accept to just keep everything the way it is. so hopefully in a month I will get the...

The place itself is very nice, customer service was excellent when we stepped through the front doors. We were looking for a couch, and through a lot of thorough searching (at multiple furniture stores), we found a sofa we liked on May 20, 2021. Hooray! Our amazing salesman Brandon delivers us the news that the couch wont be able to be delivered until June 9th, which we accept and agree on the 3 week time window. He schedules the delivery, we pay in full, including a $70 delivery/set up fee for our single sofa to be delivered to our empty apartment. I ask for the day off, everything is set in place. Fast forward, I get a text a few days prior to our scheduled date, stating they would be arriving with the sofa any where from 7 am to 11 am. Now its June 9th, and we are so ready for our sofa! I get a text from the Rooms To Go delivery team this morning, saying they expect to arrive anywhere from 9 am to 1 pm. I proceed to get another text at 11:30 am, stating they were 8 minutes away, and they couldn't wait to help us redecorate. And then nothing. I wait around thinking its odd but I understand I am not the only customer and things can come up. I wait 30 minutes past 1 pm (the end of the time window they gave me), and finally decide to call and ask where in the hell is my sofa, but can't get through. Rooms To Go calls back about an hour later, now 2:30 pm, and informs me they were never able to load my sofa on the truck from THIS MORNING, and it was never going to be delivered. I never received a phone call, email, or text saying that it was not ever loaded. In fact, I received a text saying THEY WERE EIGHT MINUTES AWAY. I am so frustrated that I asked for a day off from a highly demanding job (three weeks in advance for this day), paid for this delivery, waited around patiently for the time window they gave me, and couldn't even receive a simple courtesy call that my sofa was never loaded in the first place. The customer service agent on the phone offers an apology and states my couch now cannot be delivered until next week, even though the Rooms To Go location is less than a mile from my apartment. Now we have to wait another week for the sofa, and I am starting to wish I would have paid for a different sofa through another company just for the lack of courtesy this place had to offer me. Hopefully next week the couch will be delivered, though I am highly annoyed they have wasted my time and that I paid $70 for a delivery that never happened. In conclusion, $700 plus for one sofa, lack of courtesy, inaccurate communication and a long wait time is the price I have paid with this company so far. It may be my first and last experience. Two stars because Brandon...