Rooms To Go — Local services in Pearland

im at the end of my rope that i don’t know what to do but to write here and warn people to STAY AWAY from doing business here.

feb 3 i bought a total of over $6,000 to this place from salesman Chris Cannon. i was just looking but you know how salesman can be so aggressive that he told me i can always get back my money whenever i decide i don’t want it. mar 5 im ready to get my furnitures delivered.

here’s when my nightmare started. a big scratch in my dresser. my bed is missing a leg part so it was not assembled, and the couch is wrong color and has a hole in the cushion

the delivery guys left without even letting me know that they left already. Called customer service and they said they will expedite the missing part. and the couch i have to call the store to make an exchange.they have been passing me to every dept. after 6 days i called them back to know where is the leg part as I have called the USPS and told me label was created but the item was not even sent to them. only to find out there was no stock of a missing part. all this time i was sleeping in the floor of my new apartment. they did not even informed me there was no available item i had waited in vain. so they said they will just send me a new footboard instead of sending me a leg part only. mar 15 today 2 delivery guys said it was the headboard that has a missing part so i need a headboard. i said i need my bed assembled anyway and they said they were just there to deliver the footboard. and they left. even the garbage was left in my bedroom they did not bother cleaning. i was beyond mad i do not know what to do at this point. i phoned customer service and they said i need to call the store to make an exchange. God knows i just want a refund of my money I was so traumatized I do not want to do business with them.

2pm I talked to the manager Lisa and she said she is going to send an email to customer service and will call me back. after an hour or so i called a lady from sales and she said Lisa the manager is talking to a customer and cannot talk at the moment, and told me that manager will call me when she’s done with the customers. 5:30 pm i called back, David from sales told me Lisa has already left and will call me the next day. I cried. I dont know what to do anymore. And i have heard horrifying experiences from my fellow nurses who purchased from them and told me they won’t even consider rooms to go an option for buying furnitures.

moving in is already a challenging situation let alone dealing with this horrible experience. for your sanity, PLS DO NOT DO BUSINESS HERE. I would have easily bought furnitures at ashley like my coworkers and get it delivered 2 business days. oh, and i still did not get my couch yet. and im still sleeping in the floor for 10 days now and who knows until when.

update: Mar 17, called customer service and talked to tanya and she said it’s not possible to even make a whole exchange like what Lisa the manager had told me so she is going to send a footboard and headboard. earliest is mar 25. so that means i would still be sleeping in the floor for the next 8days. Tanya also told me for my dresser with a scratch I cannot make an exchange if it’s more than 48hrs delivery. I said I have called so many times and I can only complain one business day at a time for all the errors they delivered.

update: mar 20, my couch sleeper delivered but the back left leg nail won’t go all the way through the wood so now it is wobbly, the delivery guys Courage and Robert are nicer so I got good delivery people this time who also actually said goodbye and made me sign for my receipt, so I was not too upset about it. i called the customer service so they would send me a technician and they gave me a an appt on mar 31st. also spoke with Bryan customer service agent thru the phone and he said he is compensating me with maximum $100 store credit or refund. that’s not even 2% of the value of what i bought. and i tipped for a total of $95. im laughing! 😂 im going to talk to experts before i accept that. folks dont...

I am very disappointed about the way Rooms to Go handled my issue. I saw a fireplace online that was on sale. I went to the Pearland store on 1/21/23 to see if fireplace will match the color of my existing furniture. I was greeted by a salesperson and told him what I was looking for. He showed me the fireplaces and it was the color that I wanted but the price was higher. I told him the price online was cheaper and I would order it myself. He repeated the price I saw in a condescending tone like he didn’t believe me. He looked for the fireplace based on the price then once he saw it he told me he could order it for me. He told me the fireplace is a “vendor direct” item. I didn’t know what that was suppose to mean. He order it so fast without confirming on the computer the item I chose or asking if I wanted to buy extended warranty. I took it in good faith because I never had an issue with Rooms to Go on previous purchases from the Stafford store (since 2015). He told me if I have any problems with my order to contact him or customer service. I received the order in a week. I opened the box to find that a part was broken and it was not the correct fireplace. I took pictures and I contacted the rep immediately. When I called, the sales person said he was with another customer and asked for me to send pics of the fireplace. He called back and left a message on my voicemail stating that I need to call customer service because its a vendor direct item and then blamed me that the wrong fireplace got ordered. I was upset that his customer service skills went down the drain. I called customer service who said that I needed to email the Special Order department because item is a “vendor direct” product they would assist me on getting the correct fireplace. I sent the Special Order department a detailed email about my issue. I waited for about two weeks without a response. I called back customer service who told me that I need to email Special Oder or contact the store that ordered the item. I replied that I’ve already contacted both the Special Order and the sales person then customer service rep said, “there’s nothing we can do.” I called the store to speak to the manager. I was told the manager was in a meeting. I provided my contact information and a summary of what was going on. Needless to say its been a little over 5 months without a response from either the Special Order department nor the store manager and the fireplace is still in a box on the floor. I am not happy that Rooms to Go does not want to own up on their mistake and do the right thing. I don’t understand whey they treat customers differently when a “vendor direct” item is purchased. Had I known all of this I would have went...

Buyers Beware!!! Here are the details from my experience. My wife, children, and I went to this location to shop for furniture. We left with a bill of over $5,000 putting down $588, which we paid in CASH. We decided to go over to American Furniture Warehouse after leaving Rooms To Go, and we are so happy we did! We ended up getting more furniture at American Furniture Warehouse and saved approximately $1.200.00 over Rooms to Go price and we would have been receiving less furniture with rooms to go. To top it all off we did not have to put any money down at AFW.

I returned the very next day in less than 24 hours to cancel my Rooms to Go order and get my deposit back. The head manager (bald head) refused to give me my deposit back in cash the way I paid it. I was told they had no cash in store, which was not true, because I had just observed them take in thousands in cash from the customer just ahead of me in line. I was then told the policy on the back of the receipt stated all cash refunds will be mailed by check. I read the receipt while in the store and discovered the head manager did not tell the truth about that policy being written on the back of the receipt. I asked him to highlight the policy and he could not find it. Even after he was proved wrong and shown to be untruthful he still refused to refund my deposit even though my order was completely cancelled.

Moral of the story... Take the time to shop around and get a better deal and better customer service. In my humble opinion, this location lacks integrity, business ethics, and good customer service. Kuddos to American Furniture Warehouse for earning...