I wish I would have googled this company before using them. Although I must admit that my initial experience with Rooms to Go and the salesperson that I worked with was very pleasant.
But somewhere along the way, it went terribly wrong. I went in and bought furniture for a new, larger apartment. There was a Memorial Day promotion going on that meant that in order to get a larger discount I needed to buy more.
I was comfortable with everything I ordered but alerted the salesperson that I would need to call him on Monday (I bought on a Friday, May 22nd) to let him know if I needed to adjust the size of the kitchen chairs that I bought because I needed to measure.
My order consisted of many items: queen size mattress & box spring; sofa, 42-inch TV console, arm chair, dining room table and 4 tall chairs, a 5x7 area rug and an ottoman.
As discussed I called on Monday, May 25th and cancelled the ottoman from my order because I didn't have space for it. I was told that to keep my discount I should consider replacing it with something else. The only other thing I needed was a 4-panel dividing screen, so I tell the salesperson to add it to the order. But then I'm informed that it is an accessory and that it won't be delivered and that I had to go pick it up.
I moved on Wednesday, Thursday and Friday (28th, 29th and 30th) and because it had been "monsooning" around town I couldn't pick it up so it stays at RTG until June 4th.
I pull my car to the loading area and they go find the salesperson who tells me "you don't need to come into the showroom, I will get it. I just need you to sign the revised invoice. Oh, and by the way I added the Decorator's Club to your bill, it gives you 20% off any accessory for a year." Granted I was in a hurry so I didn't pay much attention, totally my fault that this $60 charge the salesperson decided to tack it on to my bill completely unsolicited.
It gets worse, I drive the Art Deco Screen that was bubble-wrapped and I never saw except initially the one time on the showroom floor. I unwrap it Friday morning and discover that it is scratched and it has 6 areas where the paint was chipped off.
So I call the salesman and he gives me two options: do you want to keep it or do you want to return it. I like the screen so I tell him I'd like it replaced. The salesman says "I guess we should have inspected it better." Better yet, I needed to be told that this was a floor sample. The salesman then says,
"I will call the manufacturer and see if they still make it to replace it and call you Monday." He never calls and after I call am told that the "sale is final, no refunds, no exchanges."
I ask for a manager but the manager doesn't want to answer my call. That's rich, the manager doesn't want to answer the call of a customer that just spent over $3500 at their showroom.
I call the "customer service" phone number - what a poor euphemism. To which I'm told "I don't know what you want from us because we can't help you." Not even sorry this happened to you, let me see what I can do for you, nothing. This is the worst customer service representative that I have ever spoken. Zero concept of service.
The morale of my complaint is that sales representatives on purpose do not disclose information and that the burden is 100% on the customer. I take responsibility for not noticing that the invoice read "Floor Sample" "No Refunds or Exchanges" but given that the invoice was never shown to me until I signed electronically the bill I totally feel like I was completely misled by this salesperson.
Do I feel hoodwink? Absolutely! Will I recommend Rooms to Go... No. Will I ever shop again at Rooms to Go... No. Will I go out of my way to discourage anyone from shopping at Rooms to Go... YES!
Disappointedmiami customer
Coral Gables, Florida
U.S.A.
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