Rooms To Go — Local services in Savannah

Rooms to go delivery service is the worst in the industry. I was supposed to receive my furniture on 9/17/24 and already had to wait two months for delivery to even be available. The delivery team came and everything seemed fine because the boxes were all new and in good condition. The rails to our king bed came wrapped in blue moving blankets and were missing hardware so the bed could not be installed. I paid well over 4K for this bedroom set and then the delivery team proceeded to lie and tell me they would come back with the part the next day and contacted their warehouse and they would call me within 30 minutes. Two hours passed and I took it upon myself to call customer care only to find out that they lied and have no access to customers accounts. The lady on the phone was unhelpful and rude. She said she would just cancel the request for parts all together. I left a bad but honest review on the link they sent me after delivery and I got a phone call and the lady who’s name I can’t recall was so helpful and made sure she called me back and got me a rail on the next truck coming today so my bed could be installed. The customer care lady told me it could take 90 days for a swap! Unacceptable from RTG and the store customer service sucks! I called and told them my situation and all they could do was tell me their customer service supervisor would call me back and she never did. I will be called today and filing a formal complaint not only with the store manager but with corporate about the communication and lack of care for a situation. I spend thousands of dollars on furniture in this store and they don’t even want to fix issues caused by them and their delivery team once you receive the furniture. I also have a nightstand that I just noticed was delivered damaged and now I know I will have to fight to get it swapped out. Absolutely unacceptable...

UPDATE 2: The local Savannah store completed a full replacement of our loveseat and it is working well now. If you have any problems with your order be sure to contact the store instead of corporate support, which I'd still rate 1 star. The reason for 4 instead of 5 stars is that the delivery guys/installers didn't know how to wire the two loveseats together so the two power recliners shared one power cable. After a little online research I was able to wire them together after they left.

UPDATE: The store reached out directly and scheduled an exchange for the loveseat with assembly. I should've reached out to the store directly instead of corporate. I'll update my rating again after the delivery.

ORIGINAL: Multiple mistakes by customer service including delivering product with missing parts and two failed attempts to send the correct parts. We still don't have a complete working product.

We paid for delivery and assembly of a power loveseat. Upon delivery it was missing the legs and casters for one of the sides so they weren't able to finish the assembly we paid extra for. On top of that, they accidentally installed the legs for the other side incorrectly and needed to borrow some power tools to fix it.

I called the service department immediately and they mailed the missing parts. A week later, we received the parts and discovered they were not the right ones for our model. I contacted service again, more frustrated this time, and told them exactly which parts we needed. Another week goes by and we received another package with more wrong parts. At this point I'm really losing faith in Rooms To Go's customer...

This is our first purchase from Rooms to Go in Savannah. Absolutely horrible experience with Rooms to Go. First, it took an entire month to receive our bedroom suite which was ok at the purchase time. Upon arrival, the 3rd party delivery team left our home damaged and in a mess. The dresser was broken and bed and chest of drawers was scratched up. We called customer service, and they told us that they will replace everything a week later. Week 2 comes and the new delivery team (Zachary and John) did a good job though the dresser was yet broke again. Customer service supervisor (Erin) said it would be another week and we asked for sooner delivery and that was eventually approved. The delivery that came on that Saturday was also the team that damaged our home and we also asked that they did not come back to our home but Rooms to Go still sent them. These guys finally delivered an unbroken dresser but this time a broken mirror. (Horrible) We called customer service yet again, and they scheduled the delivery. We have finally received everything but now we have additional fraudulent charges to our account that was not authorized after the initial purchase. We purchased from the Savannah store and even after calling the store manager to discuss our purchase, he has yet to return the call! I do not care if "customer service" was taking care of the problem, we chose to purchase from the Savannah store! I would hope that the store manager would have cared about his customers better. I won't even discuss the salesman. Needless to say, first and last time purchasing from Rooms to Go! Poor...