Rooms To Go — Local services in Mobile

This was our first experience with Rooms To Go. It will be our last! It is September 21, 2024 as I post this review. The first thing is that our salesman Brian seemed to be in a hurry. We did not show up just as the store was closing so I’m not sure what his issue was. He walked around the store so quickly that we couldn't keep up with him. February 6, 2024 we ordered our furniture. We ordered the Laketown king size bedroom suit in the gray that was on the showroom floor. We then bought paint to paint our room to go with that furniture. When it was delivered, it was not gray, it was jet black. This was too much of a contrast with our paint color and it looked horrible. However, we took delivery of the furniture because we didn’t have anything in our bedroom since we had sold everything prior to delivery. We paid for set up and delivery. They set it up but in the quickest manner possible. None of the 28 drawer knobs were turned around properly. They also left not installing the mirror that came with the dresser. They left it in the box. Yes, we were definitely going to have them come pick it up once we got the right color in the warehouse but they should've installed the mirror. The bedframe has slats of which 7 were supposed to be screwed down and four of them have two legs on each slat as center support. None of those were screwed in properly. The legs were not even touching the floor. They were at least a quarter of an inch off. We had to go out and buy screws to screw down the slats. We went back into the store and we took in one of the drawers from a nightstand to show what color was delivered in comparison to what was on the showroom floor. We also took in our dried paint can lid to show that the colors did not go well together. The manager, Michelle, literally told me that it didn’t look “that bad “. She did re-order a whole other bedroom suit in the gray and said they would open it in the warehouse to make sure it was the right color. Well guess what, they couldn’t get that color that’s on the showroom floor. They did, however, charge my credit card for another set that took them six months to get it corrected on my credit card. Because it was showing that I was over my limit by almost $3000. We ended up ordering the off-white and had to pay someone $1150 to come and repaint because we just physically could not do it and they won’t compensate us for that. They did issue us a $450 credit to the credit card saying that was compensation enough. $250 of that was a refunded delivery fee for the botched delivery of the first set of furniture. When they finally delivered the off-white set, they once again did not turn out the drawer knobs. My husband looked around at the furniture and specifically asked them if there was anything else that they needed to do before they left and before I signed for it and they said no. We let them go on their way. I definitely complained to the delivery manager when they called to check on my delivery. And as before, they didn’t screw down the slats on the bed and the legs on those slats still were not touching the floor. The dresser and chest of drawers were damaged but has be replaced. I finally got in touch with a manager out of Louisiana, Erica, she called out a care technician to come and take care of properly setting up our bed, which I didn’t find out when the appointment was until two days before they were to show up, we now have a slat that is bowed towards the floor. When I said something to Erica about it she gave the solution of just coming to get all of our furniture and refunding the money. This company does not seem to care at all about customer service. Coming to pick up an entire suit of furniture just because you don’t want to deal with the issues is not the way to...

I want to start off first by disclosing that this review is for Hattie, the sale associate who assisted my wife and I in the purchasing of new barstools and a sectional couch. Hattie, THANK YOU for the experience! Too many times do we (and I'm quite positive other people too) walk into a store and are bombarded by sales associates trying to snag their next sell and smother us the entire time, most of the time to the point that we decide to leave because we (me and my wife) can't discuss pros and cons or likes and dislikes in what we were looking at or for. Hattie was nothing of the such...she politely yet professionally greeted us and introduced herself as we walked through the door and simply asked was there anything specific we may be looking for, to which we responded with a salutation, our names, and what we were looking for...which was originally just barstools. Hattie escorted us to a section of the store with multiple barstools to select from and directed our attention to another section of the store to which more barstools were on display if we didn't care for the ones at the first stop. She then said she would let us look around, check some different styles out, and to ask her any questions we may have and then disappeared into the store. My wife and I walked around for a few minutes looking over the selection and decided to go look at the other options available. As we were checking out the additional barstools and found the exact one my wife wanted, Hattie came through to check on us as if timing could not have been more perfect. She and my wife discussed colors and quantity and all was set. Already in the store and needing/wanting a new couch, we decided to take a couch or two for a test sit. Hattie was more than willing to listen to our desires and help us select a couch. We had already saw a couch we were interested in and asked her about specific configurations the couch could be assembled in so we could ensure it fit our livingroom layout. She explained everything on how it worked and what could be added or removed to ensure it would fit as we needed. She was professional, very knowledgeable in all areas discussed, she was very polite and most of all, she didn't smother or hover over us waiting for an answer or decision! She allowed us room to think, discuss, move about, and seemed to pop up exactly when we needed to ask something or was ready to buy. We are repeat customers of Rooms To Go and have had pleasant experiences in the past, but Hattie has been the best interaction to date and we will request her during any return trips to Rooms To Go. Hattie, thank you again for the pleasant experience and we wish all sale associates conducted business as you...

I was in need of a new sofa as part of an upgrade to a condo in Florida. I settled on the Naples sofa but because the showrooms only had a single chair sample in house, I had to deal with a sales agent in the chat…The thought of buying a sofa via chat frustrated me just thinking about it…I’ve had horrible service in the past both on the phone and in chats with other businesses so I expected long waits and AI assistants…but to my surprise it turned out to be easier and more informative than in-person shopping because I had the great fortune to get Hailey from the Mobile, AL store. She went above and beyond, and then some, to answer every question, send sketches, and explain right facing and left facing (its determined by facing the chair rather than when sitting in it…which could have resulted in a disaster). She also sent a photo of the chair sample from her showroom so it wasn’t just a rendering of the color. She even provided her direct line in the event I had more questions … which I did. She averted a potential disaster for me by discussing and reconfiguring the layout of the modular sofa before delivery. All these communications were handled promptly and Hailey became my designated point person, unlike some retailers where the chat or phone is always a different person and one is required to repeat their issue multiple times. Hailey made me feel like a VIP! When the sectional was delivered, it was beautiful BUT one side seemed too long for the room despite accurate measurements. I called Hailey but no answer so I left a message and she called me right back…from her Vacation!!! That just doesn’t happen, and when I explained the issue she worked with her manager to exchange two pieces for one alternate facing end chair, to give me additional room. She did this last part, by her own initiative and thinking outside the box…and while on vacation! Give this young woman a promotion and a raise…and I hope other companies follow the RTG model because in my case, it was the difference between a sale and losing potential...