Rooms To Go — Local services in Pineville

Update on my March 3rd, 2019 purchase:

It appears that the "leather" sofa and loveseat that I purchased are not actually leather. They are flaking and falling apart. I have images, that illustrate that what I paid over $2500 for is not actually genuine "leather". It is a really good and convincing material that looks and feels like leather, however genuine leather does not flake and fall apart. It wears and improves over time. I have filed a complaint with the North Carolina Consumer Protection Bureau. I have had so many issues with Rooms To Go: 1.) deceptive sales tactics, 2.) delivery issues and now 3.) finding out that what I purchased is not actually genuine "leather" but some sort of factory replicated leather, kind of like they are printing beef these days.

$7,300 MISTAKE!!!! DONT DO IT!!!! GO SOMEWHERE ELSE!!!!!!

Primary Issue: Rooms to Go not only did not deliver what we purchased, they are refusing to acknowledge their deceptive sales tactics on a $7,300 purchase, and refuse to work with us to resolve the issues. I am now working to reverse the whole purchase but they are refusing to. I will never shop at Rooms to Go again in the future.

Master Bedroom Set: We purchased a "7 piece master bedroom set", when we negotiated with the sales person, we specifically communicated that we wanted every item on display, which included; the king bed, two bedside tables, a dresser, mirror and the gentleman's chest. Additionally, we purchased the Beds to Go Mattress which comes with an adjustable bed frame. The quote was $3,200 (including a 3 year warranty, delivery & assembly). We felt that this was an excellent purchase.

Delivery: Upon delivery, we did not receive the gentleman's chest. We realized 9 days later, (our fault) that the gentleman's chest was not on the receipt. However, when talking with Jennifer, our sales person, we clearly communicated that we wanted everything on display, she confirmed "so you want the 7 piece set" I said yes, everything here that is on display. I asked her what is the "out the door cost" of everything on display, with mattress, adjustable bed and the 3 year warranty. The quote was $3,200 out the door. I felt that it was an excellent deal and purchased it.

At that point, the verbal agreement on the purchase of a 7 piece bedroom set included everything on display, which includes the gentleman's chest. At no time did Jennifer communicate that the gentleman's chest was not included. She had the chance to address that it was not included, but never did. This was clearly a deceptive sales tactic.

Customer Service: Upon realizing that the gentleman's chest was not included, I called the store to resolve the issue. I spoke with the store manager Robert Burks, he would not acknowledge that a deceptive tactic was used in the sale of the furniture. He stated that "what you paid for is what was delivered". "You signed the receipt which did not include the gentleman's chest".

According to Rooms to Go, a 7 piece bedroom set includes: 1.) a headboard, 2.) bedframe 3.) footboard 4.) a bedside table 5.) a second beside table 6.) mirror 7.) dresser. They consider the bed to be 3 pieces!!!!! Why is the bed considered three pieces? Does a dresser not have up to 6 drawers? Based on that logic, wouldn't a dresser be 7 pieces?

Kids Bedroom Set: We also purchased a complete kids bedroom set, two twin beds, two Bunkie boards, a dresser and bookshelf for $1,500.

Delivery: One of the twin has a huge gash on the headboard, on the other bed, the left headboard leg is bent and not straight. Also, the "Bunkie" boards are not "boards" they are wood slats. I am under the impression, that a bunike "board" is a wood board and not wood slats. Robert Burkes also refuses to acknowledge that a Bunkie board is a board. Again, he refuses to acknowledge are dissatisfaction.

Leather Sofa and Love Seat: We purchased a top grain adjustable sofa and love seat for $2,600 and they both arrived in good condition. However, a couple of years later they are falling...

First, I love my dinning room set. I customized it myself, because the chairs that initially went with the table were cheap and the original set did not have this peach/orange type of chair.

Secondly, I give rooms to go 2 stars because their customer service sucks. When I was ready to purchase my set, I went to the store, spoke with a sales rep (her name I cant remember but I think it started with an A A or an R, she is short, wears glasses and is bowlegged) and told her what I wanted. She rang it up and told me the price, I told her it was wrong because I already had a price on it a few days back. So she checked it and realized she selected the wrong size chairs and rang it back up. This time the price was still wrong because she put in the fabric protection without asking me if I was interested in it first (this annoyed me). She removed it. So when she started talking about delivery dates, she only had dates in April available. Well, I couldn't wait that long because I am moving soon and needed it to be delivered prior to my move date. She was kind enough to speak with a store manager to get it released but I had to wait. So I waited about 30 minutes before she told me they couldn't get in touch with customer service to release it and to come by the next day to get it released. I return the next day and I was told I need to make the transaction prior to them releasing it. Ok so I paid, but they did not acknowledge me, or anything they just wanted my money not even the manager. It took me saying something to the manager for them to come out of their office to acknowledge me because they would have kept doing whatever they were doing if I didn't say anything. So again I paid and they told me they would get back with me once its released. So the next day I get a text message from the lady I made the transaction with, no hello, hope your day is well, nothing just a picture of the delivery form confirming I would get it before I move. So I texted her back thanks and confirming, again nothing in return. A few days later I reached out and told her I received my furniture, she didn't even acknowledge me just said she wasn't at work and doesn't report to work until later.

The reason why I give it 2 starts is because for one if you're going to sell something, be courteous to prospective buyers, don't brush them off because they didn't purchase protection on the furniture etc. Secondly, if you text me with your personal number at least you could do is acknowledge the person you are speaking with and say hello etc. Rooms to go definitely needs to work on their...

So far the service I received was fantastic. I wanted something different that what there and the staff was able to work it. I left getting what I wanted at a great price with a great quality product. Much thanks to the salesperson Tammy she was great. Not my first time shopping rooms to go, but definitely will be coming back again. Only four stars for now because it hasn't been delivered yet. Once delivered if everything is up to par I will definitely give it five stars.

Update April 11th 2019 Ok so it was a four star review and depending on the outcome of delivery it would've been a five star had everything gone smooth. But everything did not go smoothly. The delivery was scheduled for between 7 and 11am whcih was fine. But at 730 I missed the call from the delivery representatives. Tried to call the number back but to no avail because there was no answer even left a voicemail. So I called the 1800 number and was told I would be contacted by a representative to speak with me and give a update. That didnt happen so I called them back got more answers that really didnt help me any because I could get any sort of definitive information from them. Finally when I was going to chalk it all up to a loss and just reschedule for the next day before they got all booked up I was told I'd be better to wait it out and the drivers would make another round of the people that were missed. So sure I had someone come by and sit at my house till 6pm because I had to go to work. Finally I get a call back while I'm at work to let me know they're not coming by today. Ok fine, let me contact rooms to go online and reschedule my delivery for the next day. Now I'm being told that the order is locked till 4pm tomorrow and there's no way to reschedule. So basically I have nothing in my living room until who knows when. But I know for sure I'm going to get a refund. It was not the stores fault but unfortunately they will end up paying the price because delivery. And to top it all off I have a German shepherd that will bark at the slightest hint of a noise let alone a doorbell or knock on the door. And they have the never to lie and say that they knocked. Yeah doubtful. So the lie and the run around has totally done me in with them and their service. Yeah never going back to them for anything. Absolutely terrible that the store was awesome and I've had furniture from them before and it was great and now I will never go back be ause of...