Rooms To Go — Local services in Montgomery

UPDATE: Today after posting my review, we were personally contacted by the store Manager Anthony. Anthony worked with us all day today to try and resolve the situation with our furniture issues. This included a personal home visit by Anthony who hand delivered a replacement night stand for us. Anthony also took the damaged night stand back with him and credited some of our purchases for us.

I have updated my rating from 1 star to 3 stars. And I would like to give Anthony 5 stars for taking the lead and making things right for us. We are happy to put this experience behind us and are satisfied with what Anthony did to try and resolve the situation.

(Original review) I have been dealing with the ineptitude and poor customer service and shoddy quality of furniture coming from this store every week since June. Because they are receiving poor quality furniture from Mexico or, their warehouse staff are sadistic, we have had delivery people at our home every week for the last month to deliver and then return of the same damaged night stand.

Each time the night stand was delivered, I personally watched the item being uncrated and each time, the night stand was damaged in shipping and not by the contractor who makes deliveries for Rooms to Go. Four times! Four damaged night stands. Days of wasted time on our part, gas and wages and time wasted on delivery by contractors. This last damaged item is going back and we now have to deal with "Johnny" the store manager. No last name, no personal visit. No offer for us to actually be able to pick up a show room piece to make us happy.

Now we can get to the $1000.00 entertainment center that was delivered damaged on 8/1/23. It too was uncrated by the contractor and we all witnessed that damage on the top of the piece is cracked. Photos were taken and we talked to Johnny at the store and all he would give us was a refund of delivery charges.

We're keeping this piece because it took over a month to receive it. We asked for 50% refund to keep the damaged piece but Johnny refused. So, we're done with doing business with Rooms to Go not only here in Montgomery but Nationwide.

The brand itself is irreparably damaged. There is no corporate or managerial oversight. No one cares about the customer. We're stuck with a poor experience and shoddy furniture. We spent thousands of dollars at that store and we're treated like they don't know what we're talking about. It truly is a battle of attrition with this corporation and this store. We've been patient and they have pushed us off for a month or more. We've gotten to know the delivery crews really well. They're not to be blamed, they aren't the ones damaging these pieces of furniture because we're right there when they deliver and uncrate things.

We looked at the Better Business Bureau rating for this Montgomery location and it's 1.76 out of 5. So poorly rated that they aren't even receiving a Better Business Bureau accreditation.

Avoid this store completely. You'd be better off on milk crates...

I will absolutely never purchase another piece of furniture from Rooms to Go ever again. For the first thing, I was told my delivery of my couch was 3 days out. We got rid of our old couch to make room for the new one. It comes to the day before our delivery, and I call for a time frame because no one has given me a time frame yet and I have to schedule to be home for this delivery. When I call the store, they tell me there is NO DELIVERY SCHEDULED FOR ME! So, they call THEN to schedule my delivery and now it's a WEEK out from the time I called. We sat on our floor for a week and a half waiting for a couch that was supposed to be delivered in 3 days. Rewind a little, I have built this couch in their online couch builder with a couple configurations because I'm worried about the fit of this. We end up wanting to return a piece because its a tight squeeze in my living room. Not their fault, a measuring mistake. HOWEVER, I have built this couch online already. I know what the invoice should be when all Is said and done. I wait for the final price to post on my statement, and they have OVERCHAGED me more than $350 dollars for the same configuration I could return the whole couch and purchase online for. So tell me why I would bother to deal with people in a store when I could return the whole couch and buy the same one for less than the price you sold it to me at. Mind you, the invoice for my original couch is not itemized so I can't see how much each piece was charged to me for, most likely so they could boost the cost and justify maxing out my store credit card. I make multiple phone calls to the store asking to speak to the manager, Johnny or something, who is a joke, really because I'm sure he benefits from price gouging his customers, and he continues passing me off to the associate who made the sale instead of handling it himself. I argued back and forth with them over multiple phone calls to try and get my money refunded to me and after all of that I should I have just returned the couch and bought it online, so no one made a commission, and I got the couch for the price it was supposed to be. After all the back and forth they still owe me $70 and ghosted me after multiple times trying to recover the issue. BE WARY of purchasing your...

I am extremely dissatisfied with the "customer service" I have not been provided since making my purchase from the Montgomery store. My salesman was excellent and this in no way is a reflection on him. Since delivery, every dealing with anyone I can get in touch with has been a total nightmare. Calling the "customer service" line is impossible and requires leaving a message to be called back as no one ever answers when called. I made purchases collectively totalling $3908. While this amount may not be significant in your store records, I am a single mother and every penny counts for me. The purchase was made June 20th. We had a sectional sofa and twin sized bed with a trundle delivered July 11th but the drivers broke the trundle and said they would schedule a new delivery for it. I never heard from anyone so I called and discovered it was never marked for delivery. After completing this call I thought it was settled. I called back for the delivery date/time and was told there was no delivery in the system (again) and the item was on back order until August. Finally, I received today  (August 16th) as a delivery date with a 4hr window. I rescheduled my entire day to be available during this timeframe, waited the first 2.5hrs and was called to say the truck broke down, my order would be on "standby". Then, 48mins after the scheduled time expired, I was called and informed my delivery is rescheduled Sunday between 8am-12pm. Needless to say, I have no intentions of using this company ever again. Apparently, the words "customer service" are a mere suggestion and not taken seriously. **Update And it continues...had a gut feeling I needed to call to confirm the allegedly rescheduled delivery (of the already month late rescheduled delivery) Not in the system. AGAIN!! After enduring the never-ending music loop and being on hold what felt like much longer than 13:25 due to the grating sound of constant static, I was kicked off the line because "customer service" is now closed. I have yet to find a time it...