Rooms To Go — Local services in Virginia Beach

I had a terrible terrible terrible experience. I made a purchase in the children’s department with Mercedes for a beautiful bed and was told that there was a sale price ($1427) on the model on display. I wanted what I saw minus the dresser. We spoke about the details of color and safety, considering there were wheels on the display. I was assured that the wheels could be removed. The bed was delivered and there were missing pieces, the step grips were damaged and the bed was not able to be set up by the delivery team. On the very same day customer service called and I was given another date for the delivery of additional parts. On the following delivery to my surprise I was told that the bed in my home was not the bed that on display and I was delivered a completely different bed that I hadn’t ever seen nor discussed with ANYONE. But again, they were unable to set anything up. Confused and upset, I called this location to speak to Mercedes about the issue of the delivery of the wrong bed. Mercedes explained to me that she did not know that I wanted the model on the display. I was told I could speak to the manager Greg. I made a 45 minute trip to the store to get my issue resolved where I then spoke to Greg; the manager. After explaining my issue for the third time, I decided I wanted to cancel my other order as well due to the ongoing issues. Greg informed that he was able to cancel both of my orders but I would have to discuss any refunds of the delivery and tax payment that was made prior with the manager Stephen. I asked who Stephen was and I was told that Greg was only one of the managers. I was not told when he would be in store but that he would let Stephen know about the situation and that he would give me a call by Sunday. Again I’m confused on who the manager is. I received a call from Stephen while at work and was told he could not help me because he needed to talk to Greg. I decided to drive to this location AGAIN to get my issue resolved because this was just crazy. Once arriving, I spoke with Stephen and explained the issue for what felt like the hundredth time. Stephen was not interested in holding anyone accountable. He told me that one of orders was unable to be canceled, even though the refund policy states that orders can be canceled if there are damages. I also received a completely wrong order. Stephen never tried to get to the bottom of the issue only to make me pay more money. He constantly asked questions about the dimensions of my home and stated he was confused on how the bed I was asking for would fit in MY home. He avoided addressing what actually happened. He told me that it was my word against the the salesperson even though she was present during this entire conversation she was never invited over to even ask what happened. Mercedes admitted to what happened while in store that day when being confronted about it but avoided taking any accountability for her mistake. Stephen assured that it was impossible for her to make a mistake. I was lied to my face by Mercedes, Greg, and Stephen and I never received an apology. My entire experience was unprofessional, frustrating, and time consuming. The communication in the store along with customer satisfaction are extremely poor. If I could give 0 stars I would. In total I had to drive to this location 4x and my issue was never resolved, they only asked for more money. Before the issue was resolved I was told to retrieve my ID. When I came back the store manager left before the transaction was even complete !!!Currently, I have an open pieces of the bed in my home where my child is present daily and I have to keep them out of their own room because it is unsafe. I was told I have to keep an order that I never asked for because it was already delivered. This is as mind-blowing and I will never shop here again and I hope no one has to have a similar...

Well, I begin with meeting the manager and informing him that I had only come into the store to see if there was any benefit to doing so in saving money on my purchase because I was already at the checkout tab on the website. He then took me over and explained to me that there were plenty of benefits, one which might include free delivery and additional savings on purchasing a full set. He sat me down in the blue leather chair and went off to get me a salesman. When the salesman arrived, I begin to catch on quite quickly, that he was not informed of the things that the manager told me, but I progressed either way. Continually mentioning that I was already at the checkout tab, and that everything on his tablet looked to seem to be exactly as the same as I had already done. He tried to sell me on the protection plan, which I wouldn't take because it doesn't cover jaws and claws. I told him that I would take the set up delivery even though it's $169 versus $50 for me to screw the feet in myself. Edward, the salesman looked at me with his customer service smile, and asked while showing me the exact price that I could pay without wasting my time talking to him if I was ready to swipe my card. I again explained that I was only there for the sake of saving money, and I would hate to waste his time, but that him and I were only having a conversation and wasting each other's time for the sake of a discount. I then informed him that his manager had mentioned waving the delivery charge at the very least. That would save me over 100 bucks. He told me he had no ability to do that and would need to talk to the manager. But that why would I waste time going home and doing it especially with the Fourth of July sale going on? I asked him why I would waste time driving up here when all I had to do was hit the checkout button from home. Then answered that rhetorical question to tell him I'm only here to save money so if there's no way to do that, then I'll just go home. Why would you do that but why would you do that? He asked. To which I replied, the only person benefiting from this purchase is you. He went off to find his manager in hopes of waving my delivery. But returned in saying that the only way he could waive it is if I set it up myself and they would waive the $50 charge. Our conversation concluded with me offering a hand to say I'm sorry that we both wasted our time here today and I left. I was literally lied to from the moment that I walked into the store by the manager of Rooms to go. Edward is honestly a bystander, but the only name that I received. My advice would be that if you’ve already gone through everything online don’t go to the store. The only people benefiting are the commission based sales people not you,...

Richard Sizemore asked for a review and I promised to give it so here it is. He was very nice, knowledgable, and helpful. My only issue was after going home and download the app, loading my order and seeing a charge of 69.99 for a decorator club membership that we never talked about. That prompted me to go to my invoice and look to see if it was on there and it wasnt. In fact that charge is missing on the down payment money I paid. Richard specifically said that payment was for taxes and delivery. After going over the invoice more thoroughly I noticed a lot of separate charges for Guardian protection totaling almost $800. Richard told me everything was protected but never mentioned it as an optional extra thing I would be charged for. I was feeling like I wasnt honestly dealt with so I called and spoke to him. He said the decorator club membership gave me a discount off my accessories which I appreciate but it should have been explained to me so when i saw the charge on the app and not on my invoice I wouldnt have felt taken advantage of. I believe this is something he does regularly because of how he stammered and had a hard time getting the words out when he would tell me how he apologized for the miscommunication. Hes old enough and been doing this long enough to know better which I told him and he acknowleged. Im self employed and know myself the importance of honesty, amd integrity. Even though my in store experience was positive im feeling taken advantage of but blame myself because I was too trusting that he was being upfront and honest with me which he really wasnt. Im disappointed to have to write all of this but as promised Richard heres your review. I gave you a 1 star deduction for the lack of honesty, integrity, and transparency, and a second star for having to write all of this. I hope the furniture arrives with no issues. My recommendation is you know better so do better, ask your customer if theyre ok with you reaching in their bank account and spending their money, and if youre going to ask for a review make sure your game is on point which its not. Have a good day sir and for any potential customers dont assume youre being dealt with right just because you have a charismatic charming...