Rooms To Go — Local services in Selma

Employees lack basic knowledge of sales process!

My wife and I spent multiple hours on our own walking the store in Selma, TX in order to create a list of products that we wanted, then we inquired with a store employee named Carter who had previously checked in with us. At that time we had a neat list of products and all options that we wanted to purchase and we could point them all out in the store. Knowing that we would take a long time to select the right items for our needs we put off asking for an employee till we knew exactly what we wanted and had a organized list, so we hoped that when the time came to ask for help it would be met with knowledge and accuracy but this was not the case at all.

The salesman, Carter, fumbled his way through the sales process which was dictated by what seemed like a company Ipad and program. Mistakes in his process forcing us to repeat the order 3 times and had to point out that our selected items were part of a larger deal that provided us with free items and specific discounts as part of the bundles being offered. In total we were getting two separate bundles and had asked to swap single items from those, including a lamp and table for others in the store, which we had clearly pointed out and were approved by Carter. After multiple iterations of this selection process and review to ensure he had recorded the items that we wanted, we went to a table to finalize the sale which again proved difficult for him. He struggled to explain the price which seemed to have changed once it was time to sign and pay but was again stumped by the computer, at which point a manager was called over to assist him. The manager in an attempt to review our order on his employees work station accidentally deleted the work, and again we had to provide the list of the items we wanted to purchase.

The two employees went back and forth reviewing the order, seemingly learning the system as they did, in the end it was determined that the items that the salesman had approved to be swapped out couldn’t be. We were told that we could take the original items or go find others, due to a company policy there were specific items that could or could not be swapped out but it was never explained how to determine this, so we walked the store searching for items, having to point to it as the salesman followed and either said “yes” or “no” in a rushed manner.

In the end we spent an additional 2 hours with the sales team trying to have them take our order, which I believe to be caused by their minimum proficiency in the store’s sales processes and computer system. Having to wait 2 hours for the staff to complete our order was extremely frustrating, when this and problematic process was brought up with the manager It was merely shrugged off as if it was just another day at Rooms To Go. If it wasn't for the hours we spent familiarizing ourselves with the products and deals being offered by Rooms To Go, we would have gone elsewhere, however our schedules did not...

VERY UNHAPPY CUSTOMER. If I could put ZERO stars, I would have. Rooms to Go is in breach of their contract. I purchased a dining room table on February 4th, 2017. I noticed the WARPED wood planks by JUNE. (4 month). I placed a call on June 29th for a service guy to come out to my home. They came on Thurs. July 6th. The SERVICE tech just took pictures and left. No info, no receipt. He said he has no input on the matter and Rooms To Go will call me the following day which was July 7th, a Friday, but NO CALL FROM THEM. I called them the following week on Tuesday, July 11th. I spoke with Marcos Coronado (my salesperson), then for some reason, unknown to me, I ended my call with Aaron. I was on hold several times throughout that mornings' series of phone calls which started at 9 am. n which I was hung up on, transferred and/or left on hold for 20 minutes at different phone calls. It has been, and still is, an EXHAUSTING experience being directed to several numbers all saying it's my fault. NOT TRUE. IT IS A FACT. They will NOT SEND the SERVICE MANAGER TO MY HOME at my request to dispute their "findings" to inspect my table. BTW, I have the extended warranty which I NOW want to cancel and THAT is a whole separate HASSLE,

Rooms To Go representative said the damage shown in picture below was MY fault due to "water damage". Which is NOT TRUE. In the 4 months that I have had my table, I have had normal dining experiences. No excessive water on the table - but how do you prove that - right?

Re: Terms and Conditions And Dispute Resolution Agreement: Under section: "Limited Product Warrant", it states on #2: "This warranty does not cover damage..... due to alterations, misuse, abuse, or accidents." 4 months of normal dining, is NOT MISUSE. But they claim that the warped wood planks is MY FAULT and that it is not warped wood workmanship, but instead, it is water damage.

Furthermore , verbatim from said contract: " If the furnishings we sell you are not free from defects in material and workmanship for the duration of this Limited Warranty, we will at our option, either (i)refund you the purchase price in exchange for return of the merchandise, or (ii)repair or replace the non-conforming merchandise.

Please know my original intent was to get what is rightfully mine. Which is why I requested a 2nd visit to my home to inspect said table. And they decline in a message left on my voice mail saying the will not come out. I have saved and if I could up load that message...

5 stars for the employees at the location. 1 star for the terrible policies and customer service with corporate. Heads up they have a no return / no refund policy, even if the furniture delivered is faulty. The sales team is super knowledgeable and helpful. We bought a bedroom set and sadly it had a lot of off gassing and a terrible smell to it even weeks later. In addition, the drawers were not sanded inside and there were wood chips in the clothes from the drawers. It was delivered and I had to wipe off black stuff of the entire set. Even with a defect in the furniture corporate was only going to allow a reselection and not a refund and for us to pay the delivery fee (that would be over $400 in delivery fees, for the initial delivery and the exchange). There was nothing else we liked to reselect, so we are stuck with this. Corporate customer care was combative and rude. The manager at the location was understanding and offered reselection without paying another delivery fee. It is unfortunate businesses like this that have really great people working there probably won't last too long considering you can order on amazon, Wayfair, overstock, pottery barn many other places and return what doesn't work out...