Rooms To Go — Local services in Poquoson

I’ve had the worst experience with this company and the claim department they use. I bought my couch from them with cash no monthly payment plan. Purchase the protection and unfortunately this expensive couch was made cheap and over a short amount of time started falling apart. I called rooms to go they referred me to the claims department. Ok cool i started what took (2 MONTHS) claim with them. Their communication was horrible! I never knew what was going unless I called or emailed. They asked me for the same information (pictures of couch, copy of receipt and address) 3 times! Took them forever to actually resolve that for me to get an authorization code to give rooms to go. Here’s where the story gets beyond frustrating. After 2 months of dealing with the claims department, not being able to use my living room during the holidays of Thanksgiving, Christmas and New Years, i finally got a date for a technician to show up and (LOOK) at the couch even though i had already sent pictures. That day comes the tech cancels ok cool i understand stuff happens. We book another day which was 2 weeks later the earliest they could come. That day comes and goes. Guess what…the tech doesn’t call or show. I waited 2 days to see if Rooms to go would at least call me and apologize and give me some sort of resolution. Never received a call and again I had to reach out. They had no explanation for the missed appointment and only offered to schedule yet another appointment another 2 weeks from now. This has been the longest drawn out experience ever. I paid my money and I shouldn’t have to go through all this to get my couch FIXED. The lack of communication and lack of ownership is mind boggling. I asked to speak with a manager and was given the run around. My couch is still unusable and falling apart and I paid almost over 3,000 up front with them. I DO NOT RECOMMEND ANYONE PURCHASING ANYTHING FROM THIS PLACE. The picture attached doesn’t even show the caving in part good enough to see why it can’t be used but I hope my experience help someone avoid this experience with Rooms to Go! If I could give a 0 star review. THATS WHAT THEY WOULD GET FROM ME! Im a Grammy nominated songwriter and will definitely tell all of my colleagues and peers to not purchase here. Proof attached to show that I’m not playing with this company...

Starting from the beginning. Diana the salesperson was very professional, courteous, and welcoming. She showed us several beds and explained each brand assiduously, including her recommendations from other customers. She was not "pushy" like most sales people.

Where she went terribly wrong is when I asked her a very direct question, "what is the return policy here" her exact words, "If you do not like the mattress within 30-days you can return it with no questions asked," however, the only catch to this was I must keep the mattress for 30-days.

Day two of the mattress and we knew it was not for us, so we wanted to return it at a full refund (figuring two days was plentiful time for us not to ruin the mattress). I politely called Diana and said I would like to return the mattress per our conversation and she had me come back in the store. She showed me some other mattresses that I was interested in before the one I bought.

Again I ask her about the return policy, she held to it, don't like it return it within 30-days and get your full refund. I even went to the extent ask her, "Are you sure there is no 20% or 30% restocking fee, or whatever other reason, the answer was no.

And the runaround, Diana told me in order to return the mattress I would need to call the customer service line, HA! they made it clear that I needed to speak to the store manager, as that was his/her decision. To make this long story short, the manager told me there is no such refund policy and that if I would like an exchange that he could make that possible.

The deal they made me was, the mattress would get picked up, evaluated for restocking (resale purposes) and 7-10 business days I would receive my refund.

Today November 30, 2019 Roomstogo employees picked up the hybrid mattress and the hydraulic frame. In the process they managed to poke 3 big holes in the mattress (see pictures). They drug the mattress across the ground outside and both foundations.

Yes I will be asking for my $59.99 pick-up fee...

Me and my husband have bought furniture from here and about 8 months after we started having issues with the drawers not pulling out right and our wrap around couch having issues with the springs we called and tried to get help and we were told they couldn't do anything because we weren't on file, I dunno what we paid the warranty for if they didn't put us on file, waste of money and no help and we are stuck with defective furniture even after paying for the warranty...now my parents have had issues twice with mattresses being defective, the 1st time they gave them credit but magically they didn't sell the same mattresses anymore so they had to find a new brand and pay over 1,000 more with the credit from the defective one...not quite 2 years later and now they have the same issue with the mattress, they came out, looked and once again different brand and this one has the same issue, parents got a credit again and guess what, YEP, no longer make that brand so they expect them to get a new one and pay difference, not happy with that they called and spoke to the manager, who was rude as hell and tried to put them off...mom said she would talk to my dad and they'd get back with her about their decision the next day, well manager figured she'd lied and write it off so she didn't have to deal with it apparently cause my parents had to call corporate, who was very nice and helpful, they were told manager said my parents told her they were keeping the messed up mattress...REALLY? That's your solution to helping your customers? To flat out LIE? Pretty damn bad they had to take it to corporate to resolve this issue, im grateful for the corporate lady who helped them and made things right...y'alls manager needs to take a page outta y'alls book cause that was just downright unprofessional and cold!! I will never shop here again and I won't send anyone I know here especially if that's how they...