I purchased a room set plus some added items in May of this year and paid the total in full in June. I was unable to take immediate delivery of my items and in the interim period, they advised that the set I had chosen was discontinued. They offered a very similar replacement set in it's place - same style/pieces but slightly different fabric. I agreed to the "swap" and while in the store decided to make an additional purchase of a children's bed & matresses to be put on lay away. I made a downpayment on the new order in the amount of $100.00 that day.
During the transaction, the salesman made an error in the "swap" paperwork and left off the ottoman that I had already purchased/paid for and added the new items to the order (which I told him I was concerned about as I did not want delivery of my living room set delayed because of the bed purchase - I did not catch that the ottoman had been left off of the "swap" order. He assured me the orders would be kept separate and there would be no problem. A couple of months later I contacted them to arrange for the delivery of the fully paid for living room set. They were unable to fill the delivery at that time but eventually we arranged for the items to be delivered early November with the Chair (and the ottoman, I thought) to be back ordered and available around December 24th.
Prior to the delivery of the living room furniture - sans the chair and ottoman - I was advised by Rooms to Go that I had a balance due for the furnishings which they could not really explain to me other than to keep saying that money from my original order had been transferred to the bed order. I complained to them that was not to have happened - but ultimately I had no choice but to go ahead and pay what they were showing as a balance due as I could not get any of the other money (almost $4K) back from them nor would they give me any furnishings until that was paid. We went to the store and paid the $116 they said was due and received delivery of the furniture (again understanding the chair/ottoman were on back order till late December). Today the delivery people brought the chair but no ottoman. I called customer service who advised that no ottoman was on the order. They told me to call the store. I called the store and spoke to the manager who advised me that there was no ottoman to be delivered and that the sales representative had left it off of the order and that I should have caught it on the paperwork before leaving the store. Somehow, at the end of all of this I am left with a $125 store credit that I do not wish to use and no ottoman. Total difference in pricing between this credit and the cost of the ottoman of $135-$140 which I am not getting back nor that they can really explain to me in any way that makes actual sense. Got a lot of talk about increasing delivery costs and taxes and warranties that I was charged for on the childrens bed - which I never received - and no longer plan to purchase. Ultimately they have now refused to give me all of the furnishings that I purchased/paid for in full and will not return the money to me either.
As a side note, the "free" TV that we received for purchasing the Ultimate Package was another horrible ordeal. Waited weeks for it to finally be delivered and when they brought it the box had already been opened and the power cords and remote were missing. This was after I had sat home all day the day before waiting for them and they finally called and said they had truck problems, people had called in sick, etc. On the day they finally did deliver it (with the missing pieces) I told them to take it back and bring me one that could be plugged in and used. They told me I would have to call customer service. After much go round with customer service (they would have to get it shipped back, check to make sure the items were missing, talk to the delivery people, and then if all was well, put the order in again, etc). We finally had to go to Best Buy and pick one up ourselves (which cost me $50 for local service delivery as my car is not big enough for it nor could I carry it myself) - and we received a lesser quality television/different brand than what had been promised. Took it anyway as I feared I may never get one at all the way things were looking.
I am so very disappointed by their service - or lack thereof. I guess this is shame on me as I had purchased another set of living room furniture from them in March of this year as well and had some slight issues with it/them as well. Believed them that time that the mistakes were honest ones that happen from time to time but, with this newest debacle, I am absolutely convinced that they are operating on the basis of greed and dishonesty. I would warn each and every person thinking about buying from them to beware. Take your money and run - to a different furniture store where hopefully you will be treated respectfully and fairly.
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