Rooms To Go — Local services in Short Pump

Run! Run! Run!

This place deserves 0 stars!

If I did not need this furniture with the holidays rolling around, I would call them to have it removed and have my money refunded back to me. This company is quick to show you the glitter and glam in their showroom, but the customer service and DELIVERY from this company are horrible!

First, my delivery came last Wednesday, 12/1/21, was scheduled for 11/30/21, but the delivery truck broke down.

Second, the mattress for the sofa bed was filthy; it was dragged on the floor by the delivery man. I rejected the mattress, did not keep it but was told today after MULTIPLE calls to customer service since 12/1/21 it was delivered. I rejected the mattress and was told it was reordered and set to be delivered today, 12/9/21; now I hear the reorder was canceled. So the mattress, in fact, was not reordered and will not be here today after I was told multiple times it would be.

Third, the feet for the sofa bed did not come with it, so the delivery man pulled the ones for the loveseat and used it on the sofa bed, and my loveseat is currently sitting on a cardboard box because he did not want to set it on the floor. I appreciate his quick thinking but after the back and forth with Rooms To Go customer service, the empty and broken promises, my loveseat will be sitting on the floor until 12/28/21, which is ridiculous and not my fault the feet were missing, to begin with.

Fourth, I received a dirty back pillow with the sofa bed, it was reordered, Saturday 12/4/21, it was delivered, but it was the wrong pillow after I sat on the phone with customer service for about forty minutes regarding the dirty mattress, dirty pillow and the missing feet for the loveseat.

Fifth, someone called me on Monday night, 12/6/21, confirmed my address with me and told me a technician would be out on Tuesday 12/7/21 to put the feet on my loveseat and today is Thursday 12/9/21. I never heard from the company again regarding what happened, or if it would be delayed.

At this point, I do not know when the feet for my loveseat will be put on or when my mattress for my sofa bed will get here. Still, again the company was quick to take my money, knowing how horrible their customer service is and how awful their delivery service is.

RUN! RUN! RUN!

I am new to this area, originally from New York, and this is honestly the worst mistake I could have made moving into my new place.

Please take my word for it, save yourself the headache, and get to another furniture place. Please do not fall for the pretty showroom...

Replying to the owner: the email you sent was not a solution at all. You cannot expect people to just be ok with ‘weather delays’ less than 12 hours before a scheduled delivery nor can you reasonably expect a customer to be okay with waiting another full week for delivery when I told the salesperson that it HAS to be on the scheduled day, he knew that I would have never purchased with Rooms to go if there was a delay and I was still sold furniture tho you could not fulfill my order on time. So now my husband and I had to drive 2.5 hours one way to go pick up our furniture since rooms to go clearly is not capable of following through. And it still does not excuse the way I was treated on the phone. I never once got an attitude with anyone until some little girl got on the phone and started yelling at me then hung up on me. And when I called back several times they hung up each and every time. When I finally threatened to drive to the store to speak with the store manager face to face did someone finally call me back. If the calls are recorded you should pull them and hear how your employee talk to people. Completely unacceptable. We were planning on purchasing bedroom sets for our 4 kids and a set for my husband and I once we had the chance to find ones we liked but now we will just go somewhere else to spend our money. At no point is it ever acceptable for an employee to talk to a customer with such disrespect or to hang up on them SIMPLY FOR ASKING TO SPEAK WITH A MANAGER

Save yourself your time and your money and don’t go here. They instruct sales people to assure you of a specific delivery time even though they know that they cannot honor that and they will delay your order numerous times less than 12 hours before it’s supposed to be delivered and when you called to speak with the store manager (Jason) About getting a refund on your money, he will hang up the phone on you and then when you call back, he will hide behind his associates and refuse to take your calls regarding getting a refund for the order that they have continuously messed up on. Steer clear of this place and their shady...

After spending several weeks browsing in stores in my area for a replacement couch and loveseat and being hounded by the sales people every time we went into Rooms 2 Go even after telling them we were just browsing. I finally decided on a set. Decided to order online and by pass the hawking sales staff. Placed order and also paid the extra $180 for express shipping to have before thanksgiving festivities. Well the power reclining couch that the sales people said was very reliable compared to the manual ones broke after 3 days. Sat down to watch the game and reclined only to hear two loud pops and some crunching sounds. It will not go back into position. So this obviously doesn’t ease my mind on its reliability and i text customer service. First person says that i can only get a replacement sofa, would have to pay for delivery and would be almost 3 weeks til i would receive. So great, spent almost $2k and have a broke couch in my living for family this coming holiday. So then i call customer service and explain situation and that i dont trust reliability of these power sofas and would rather get a standard sofa and ottoman. They set it up and are able to exchange sofas but i still have to pay delivery again and that it wont be here til December. Once again broke sofa in my small living room for the holiday gathering. This process started at 9am this morning and between the texting, phone calls, trip across town to pick a replacement sofa and then more phone calls to place order has costed me a day of working. I will have a broke couch in my living room for the holiday gathering. R2G has my deposit and im sure has started the process of billing me for the financed remainder. I really feel like they should be covering shipping and getting me a replacement as a priority, but they already have my money so you know how that goes. Highly highly do not recommend buying...