Rooms To Go — Local services in Round Rock

Original review after (1 star), updated review here:

While I am sure the message I received with the Tell Us email was an automated response to a 1 star review, it was very helpful in my particular case. It only took 1 email with my order information and 20 minutes for them to right the wrongs I was told from store personnel was “impossible” to do. If the people in store had just given me this email, then my issues would have been resolved days earlier. If I had listened to them, then I could very well still be dealing with this problem. Thanks to Morgane on the other end of the help email, I suggest going straight to that channel for help if calling gets you nowhere.

Original review:

NEVER order for home delivery from here. A 3rd party delivery company is used in order to escape from any responsibility for delivery concerns. Essentially, the couch that was purchased is in limbo and, somehow, no one can do anything about it.

My father is disabled and was moving into a new apartment after a 6 week stay in the hospital/physical rehab facility. He needed a new couch and also someone to set it up for him upon delivery. He ordered a couch from this location a couple days before his move-in date, but was notified the day before delivery that his scheduled delivery time was 7am-11am. The leasing office for the apartments was not even going to open for him to get the keys until 8am, so he called the Rooms To Go help line in an attempt to reschedule. He was told they could not reschedule and to essentially just hope they didn't show up too early. Sure enough, they were leaving as my dad arrived right before 8am.

He called the helpline again, as he was told to do so if the delivery was missed, and they claimed they were attempting to make contact with the delivery driver who was "not responding". It has been a WEEK and he STILL has no couch. Every day he is calling to see where the couch is and to try and reschedule the delivery and they refuse to do so due to virtual yellow tape.

I went in person to this location to try and understand what was going on. I was very kindly greeted at the front door and was directed to the delivery office personnel, where I then ceased to have any pleasant interactions. I was basically told that it was all my dad's fault that he wasn't there at the delivery time he said he couldn't be present for and tried to change, and that we were going to have to wait for the couch (which came from this location's salesfloor) to make its way to a warehouse in KATY before it was able to be rescheduled for delivery.

The online system they have for deliveries is absolutely ridiculous and contributes heavily to the issues we're experiencing. When items are picked up for delivery, they are marked as "picked" in the system and inexplicably become untouchable until it is changed to either "delivered" (self-explanatory) or "open", which only happens when it is scanned back into the warehouse 3 hours away.

This couch has been on a truck for 6 days and it seems no one can do a single thing about it. We aren't even able to get a refund so we can use that money for a different couch until the "old" one makes its way out of town to the warehouse. They are completely unable to give even an estimation for timelines (for liability reasons I'm sure), and somehow are unable to connect to the delivery driver or their company at all, even when they claimed to be doing just that on day one. Completely unacceptable, and I am appalled that no one even attempted to actually try and help in...

I typically do not write reviews but this is a horrible experience I MUST let other consumers know and DO NOT purchase from this place. I did not want to give any stars but you have to in order to leave a comment. We came to RTG to purchase a living room set in April. The sales associate by the name of JAMES STOJECK helped us. He gave us his business card, personal number and told us to call him if we need anything. We received our delivery and noticed the item was damaged. We called our so called friendly sales associate JAMES STOJECK and let him know and he refused to help. He was not the so called nice guy we meet weeks ago who took our money. He no longer had time for use and told us to call customer service. We called and was advised they would replace our set. The delivery guys came and this set was damaged. Torn fabrics, strings hanging from the pillows and cushion popping out from rips in the seam. Completely unbelievable! The delivery guys took pics as well and said they would notify RTG to replace. We called customer and they yet again sent a replacement. We got the delivery yesterday and guess what, DAMAGED! the delivery guys didn't even get it off the truck! As soon as the pulled it down it was torn and cut. Please see the pictures! We are lost for words on how this company does business. We called customer service AGAIN and spoke to the rudest supervisor name Fashenda who can care less, she is only there to do her 9-5. She is not there to resolve the consumer issues or empathy or anything. She offered another replacement and now my family has to wait until the end of JUNE to receive this replacement. Mind you, we originally purchased this in April. Its been 2 months and still not resolved! They have spent close to $5000.00 in replacements. No one is being held accountable for this let alone how much money they are wasting on replacements. Know one is doing their job and inspecting and due diligence of careful delivery. They are not taking any steps to make sure it gets properly delivered. We are being treated bad and we are giving you business. We do not understand how this keeps coming from the warehouse to us damaged which is verifiable. This company has put my family through so much stress to mention safety concerns with COVID due to the several delivery people have to come to our home with these replacements. This is not right! I would not want my worst enemy to deal with this nightmare. We are hard working people and want what we purchased. I am writing this review so no other consumers would have to go through this with their family. This is supposed to be a joyous occasion and its been a non stop nightmare. I will make sure to let the BBB, Attorney General, FTC and everyone about this horrible experience. No one should be put through this especially during difficult times we all are facing. I used to thinks reviews were not important but believe me, if I would have read all of these reviews hat consumers are dealing with some of the same issues we are now, I would have NEVER EVER stepped foot at this place. Please read these reviews and think hard before doing business with...

Rooms to GO SOMEWHERE ELSE

After losing a lot of furniture to Winter Storm Uri, we chose RTG to replace it. We spent thousands on a mattress, bedroom set, and dining set. Delivery times were long, but we accepted that due to the pandemic. What we didn't expect was the absolute saga of headaches.

The mattress - demo model had an adjustable base. An adjustable base was not included in the very inflated price, which we were NOT told. So now we have a bed that lies flat unless we want to shell out another $1500.

The dining set - chairs had dings on the corners upon delivery. Took weeks for a technician to come out and paint the scratches.

The bedroom set - The bedroom set came and low and behold, one of the bedposts was BIFURCATED due to improper handling in the warehouse. Looks like the box was impaled by a forklift and they loaded it onto the truck anyway.

Customer service was understanding but useless, so we walked into the store with the broken shard. They were very dismissive but eventually called for a manager when we asked if they could at least deliver the replacement soonest possible rather than scheduling out so far. Manager walks up and the guy behind the counter says, "they want the replacement sooner, but we can't do that right?" Right in front of us, warning the manager not to even try to help. Manager said he'd "see what he could do" but their subsidiary who does the manufacturing and warehouse would have none of it.

Weeks go by, and the replacement comes today. NOW they're saying they can't assemble the bedframe because they don't have hardware included. Who the expletive deleted delivers a frame with no bolts or screws? So now we have to wait, yet again, for this joke of a store to get its act together and send us the parts so we can do it ourselves because I'll eat a shoe before I trust them to do their job and let them back in the house.

I get that there's a pandemic and a wood shortage and we have tried to be very patient, reasonable, and agreeable. But this store and all its partners are completely unreliable, even after we spent thousands with the expectation of a modicum of professionalism.

Whatever you do, shop somewhere else. I hear STAR furniture is nice.

UPDATE: Rooms To Go sent the hardware. We began building the bed ourselves, only to realize they sent us the wrong screws. It's the final nail (or screw, if you will) in the coffin of this ridiculous experience. If there was any uncertainty that they're entirely incompetent, that's now been remedied. Now we'll be off to Home Depot for more screws, as RTG can't even be trusted to put something...