Rooms To Go

No customer service at this location: staff seem to all hide in the back right corner «office» all day and when you ask for one of them to come out you get that deer-​in-​the-​headlights look from them all. Sheesh!!!

If I could, this would be 0 stars. Terrible experience, beginning to end. They delivered furniture with significant damage that had to be noticed by the men who set it up, which of course happened after we already waited all day for the delivery to show up. We had to wait a full month after that before they could come out and look at the damage. We were then held hostage another full day waiting for them to arrive, after which we had to wait days for a phone call to set up an appointment for them to then come out and actually fix or replace it. Currently losing another full day waiting for them to arrive. They have missed their delivery window. Of course they did. No call or notification, just not here. Called customer service and the driver is still 3 stops away. At some point we will actually get what we paid for, but we gave up three full days to get it done. No attempt by the company to make it right. We will never be using Rooms to Go again. This kind of service is not acceptable.

My roommate and I have had nothing but a run around at Rooms To Go. First they called us back to sign paperwork they forgot to have us sign. Now they can’t find the end tables that we ordered and it will take another month to get them in. They are charging US two delivery fees when it’s not our fault. Dealing with them is so frustrating and if you want your money back they charge you a 20% fee even on the delivery fee SO BEWARE!

Here is the letter I wrote to Rooms To Go’s corporate office regarding my experience with the «manager» at this store:
I am writing to you today to make you aware of the poor attitude and customer service skills I encountered when speaking with the store manager at your location on LBJ in Dallas, Texas. She said her name was Rose, but she would not provide me with a last name. I was directed by store associate Karina to speak with Rose regarding a delivery/​exchange misunderstanding. I am not certain if she was unable, or simply unwilling to rectify the minor situation, but her attitude was egregious and her tone demeaning. The ironic part of this entire situation is that the sales associate Karina, who referred me to Rose in the first place, is far better qualified to represent your company and interact with customers. I feel confident in saying that you would not find her behavior acceptable, nor would you want it modeled to her subordinates. Although the details of the initial delivery issue are outweighed by Rose’s lack of interpersonal skills and common sense, I will elaborate if you would like. Feel free to contact me at your convenience.

This furniture is awful and poorly made. I bought this couch for our second home (so it’s not even used daily), and less than 18 months later, the frame is cracked and it’s falling apart. I have bought many brands of furniture over the years, and never had something fall apart like this. I wanted to love this couch, but right now we can’t even sit on it for fear of it completely collapsing. I called customer service and they said my warranty was up, and they couldn’t even recommend someone to repair it. They said that they usually just tell customers to call an upholstery place and they’ll repair the frame. I’m sorry, but just how many customers do you tell that to that you have a ‘usually we say this’? That just shows how poorly made the furniture is. Needless to say, I won’t be recommending or purchasing from this place ever again. There goes a whole wad of cash down the drain

Stay away!!!
Horrible customer service, horrible return policy. The incompetent sales girl messed up my order, and charged me again for delivery to fix her mistake.
The store manager was awful to deal with, and now we’re trying to work it out with corporate customer service.
Never never again! Go anyplace else, this store’s a nightmare. We have been purchasing furniture from rooms to go for 20 years, this was the last time! They’ll be out of business soon if they keep on like this.

Terrible, terrible, terrible, furniture. We bought a bedroom suite, and living room set over 5 years ago. Spent over $ 4000.00 total. All the pieces looked great on the showroom floor. But once it’s in your house, it is just built extremely bad. All the plastic runners on the drawers broke with in the first two years. The color on the wood started fading. Then the couch started falling apart, literally, like it was made of cardboard, and it is. Leather chair started fading even though we used the lotion they told us to. Of course customer service doesn’t care. «Out of warranty». We made a huge mistake, and hope that we can save someone out there the same trouble we had. If you still choose to buy there, you will regret it.

I found a bedroom suit online I liked A LOT and decided I’d like to see it in person before I bought it. Husband and I walked the entire store without anyone talking to us or even making eye contact. No big deal, though we were still just looking… when looking for something very specific though, I really wish we had been approached by someone to help us.
So after not finding the bedroom set, I found a living room piece that looked to be from the same line. Husband flagged down a sales lady that was just finished talking to some other people and deferred to me, I asked about the collection and did they have the same bedroom set in store? I referred to it specifically by name and the sales lady said in a VERY MOCKING TONE «what’s SAVONA?!»
I was so embarrassed by (and also for) this lady. I too have sold furniture, on commission, and would have NEVER spoken to a customer like that.
Once I had to literally show her what the SAVONA Décor I was looking for looked like, she said APPARENTLY NOT! then offered to call another store, which I guess she thought was her way of bring helpful. Um no. And honestly I have no idea whether she did call another store because I just wanted to get out of there as soon as possible. We left and even though I liked that specific furniture I saw online, I can do better than the falling apart stuff on display in that showroom.
Read the other reviews and I guess it’s for the best because RTG seems to really have even more issues beyond their products and customer service…

My experience was just fine compared to most people. I walked in the store and knew what I wanted. I was approached right away and the guy had me all set up in 20 minutes. Delivery gave me a timeframe of 9am-​1pm. They came at 10am and delivered very quickly and put my sectional together. I have no complaints about that.
One negative thing I have to say is that they automatically add «Fabric protection» to your furniture and act like it’s free. It was $ 129 for me. The receipt is really confusing, so I couldn’t tell at first. I would have gotten it anyway, but I just didn’t know he made me purchase it to begin with.

I wish I had seen this review before I purchased. First of all, prices are good. Sales helpful. BUT: Added without my approval or telling me how much it would cost was a treatment for the faux leather that was over $ 200! She acted as if it was a gift! No.
Second, delivery. They call and say delivery time is a 5 hour window– 7am-​1pm. That’s a long time but okay. 1pm no delivery. Call store, no one available to help us and they say «the receipt, says it could be a delivery anytime during the day, 7am to 10PM» !!! No one showed us this fine print as they stuffed the receipt with the additional «treatment» charges into our envelope. Would not buy again there ever again. I don’t like dishonest and shady businesses. My experience is that these types of stores lose their customers after the first experience so they will be out of business in 3 years. Farewell. Too bad because they actually have a decent «slice» of a low end price point for inexpensive furniture.

We will never shop at Roomstogo Go again. The movers left a few black grease stains in our carpet… total accident however customer service sure has taken a long time to get this quick issue resolved. So now the stains are just setting more n more into our carpet.
Also our dresser has 2 minor scratches, yes minor but this is brand new furniture… they did redeliver but no one ever scheduled this with us so we were not even home! Lack of communication and execution of their services leaves me giving them zero stars and never shopping there again. (Ps: For some reason it’s making give a star in order to post this)

The Sales person screwed up my delivery because he gave the delivery people the wrong number, as i took a full days off work for this, they can not get in touch with me since i live on the 3^rd floor and they have to use the key pad which is connected to my cell number to let them in. Never knew they were outside. What a joke. They took my paid furniture back to the warehouse at 6 pm and the nexy day at 9 am the futniture was no longer avaiable period. When i went to the store on LBJ the same sales associate was a total prick! What a joke and a waste of time and money. DO NOT DO BUSINESS WITH RTG OR YOU WILL BE SCREWED TOO!

Unfortunately I have to drastically change my review of this place due to the extremely poor quality of the actual furniture, and their completely of integrity as a company. Their furniture is poorly built, disposable crap. I have had my couch for 18 months. My roommate and I were sitting on it watching TV last night when we heard a crack, then wood splintering, and then felt a drop as the main beam cracked in half. We have no children in the household. Just 2 adults who’ve only sat/​laid upon the couch as anyone normally would. The couch is ruined obviously. I just got off the phone with Rooms to Go «Customer Service» and was curtly told there’s nothing they can do since its past the 1 years manufacturers warrantee and the extended warrantee that I PURCHASED only covers «food stains». I have two years of payments left on a pile of crap that will be rotting in a landfill. And now I’ll be going to purchase a REAL couch from a more reputable furniture store. Think about this before you shop here: $ 1000 for a couch that renders itself, under normal usage, completely useless in a year and a half. Thank you.

I don’t recommend this location at all! Four or five employees were just sitting in the front chatting. I came in fully prepared to shop and buy as I have already done a lot of my shopping online. I had some questions but I find it real interesting the way I was treated. I was wearing yoga pants and a tank top with no makeup on. I know when I dress this way that I look younger then I am but that doesn’t mean that I shouldn’t be treated with the respect and service of anyone else. The one person who tried to help was with another customer and I was already upset after being there for over 30 mins clearly interested in furniture. You could tell that the sales people where just running up and talking to people that looked a certain way.
Things like this are totally unacceptable and I have no problem taking my business elsewhere. It’s a little too late to talk to me as I’m walking out the door.

Horrible customer service. I live right down the street from this location and would consider traveling to Plano or Garland for better service. I’ve been waiting forever just to get someone to talk to me about some possible pieces for my living room. I’ve been told twice I’ll get someone, they’ll come and excuse themselves to help someone in the middle of our conversation. I won’t be back. I will say they have some nice items but its not worth the service when you can go to another location with the same furniture.

My husband and I received fantastic service from the moment we walked in to our delivery. We were approached by Victor, who knew details about every set we had questions on. He gave us free cleaning samples and even talked us down from more expensive sets when he realized they weren’t suited for our lifestyle. He took amazing care of us.
The furniture arrived promptly on the day they said they would and the movers were friendly and efficient. They put together the bed in about 15 minutes and cleaned up all the trash they left behind. Then, the two guys moved my couch three times when I couldn’t decide how I wanted it set up.
No complaints here. I’m not getting paid or coerced into this review. I would purchase furniture and shop there anytime.

I’m only giving rooms to go 1 star because Unilocal will not let me give them a zero. The in store customer service was terrible. I walked around almost an hour looking at things, not one salesperson asked me if I needed help, even ones I made eye contact with as they were walking by (at that point I was looking and didn’t need help, but I still should have been asked). That should have been my first que to leave.
Well I decided to stay and buy some stuff, I had just moved, I was tired and ready to be done shopping so I told the salesperson what I wanted. They had a saleon a floor model bed. The salesman could not decide the price, which model it was or whether or not it was deliverable. Took him 15 – 20 mins of back and forth with the manager to figure it out. More on that later…
On top of the bed, I also bought a living room set. After spending over 2000 dollars in furniture, they are totally inflexible in delivery times and pricing It is basically on their time or nothing on the delivery. Also, this is the first furniture store I’ve ever been in that would not work with a customer buying large amounts of furniture (paid cash that day no financing) on pricing.
Now back to the bed… So since it was a floor model I had to pick it up, even though they were delivering my other stuff-​explain that to me… Apparently their ineptitude at their jobs caused them to load the wrong frame, which I was unsure of because even the salesman wasn’t sure what he was selling the week before when I bought it. It was the right finish, and it looked alright so I went with it. Turns out it wasn’t. So… I get a phone call this morning about it. Do they offer to come pick it up and drop mine off due to their mistake? Nope. They want me to come drop it off… That’s apparently rooms to go’s customer service culture.

We came in and bought a love seat and sofa. Wr needed them delivered by a certain date because we were expecting company then. The sofa would recline but the love seat is stationary.
Well the problem is the love seat wont be delivered on time because they dont have that model in stock, the one they have is the reclining love seat if i want it by that date. So we opted for that upgrade of $ 200 just to make the date.
Delevery day: We receieved a power reclining sofa but no love seat. After hours of speaking to management they said it was miss communication and we are stuck with a power sofa that they refuse to refund. Then they said sorry no matter what i wont have my love seat on time. $ 3000 and this is the treatment we get… Never will they see a single dollar from me or anyone i know again. STAY AWAY

We were totally ignored, which was actually fine by me because I had read all these reviews before coming here. (So why did we bother coming here at all, you ask? I’m not sure – just to get an idea of what’s out there in terms of platform-​style beds. Here? Nothing. Don’t bother.)
Actually, I lied, we were acknowledged by the store manager from his chair (sitting close to 2 other associates who were chatting with each other) as we left. «Thanks for comin’ in.» Not that I necessarily blame anyone there for hating their jobs, but this may not be the best manner in which to turn a profit…

I am an extremely happy camper here. Bought a lovely sofa with a reclining chair and coffee table from here. USP– great customer service. Rick was an amazingly great help. Thanks Rick!
From the help at the store, to assuring things will be delivered on time to getting a confirmation call one day before and the delivery dot on time — everything was simply perfect!!! Thank you Winston the delivery guys too.
Overall I am very happy with the service and would encourage people to visit and buy. They have really great stuff and good variety.