Rooms To Go Over Promise and NO DELIVERY.....Before You Buy Read Our Experience Greensboro North Carolina

This is a little long, but so was the experience or should I say nightmare of buying furniture at Rooms to Go.

My wife and I had been shopping for a bedroom set for our son.   A few days after Christmas (12/17/13) we drove (40 minutes) the Rooms to Go in Greensboro.   The store was clean and well maintained.   The salesman that helped us was not pushy as we knew what we were looking for.   It was an easy sale.   We paid with 2 $500 Visa (not Rooms To Go) gift cards with the balance on an American Express card.  For an additional $144.99 they (Rooms to Go) would deliver....We said sure.   Gave us a nice folder to put the paperwork in and even threw away our spent Visa Gift Cards (not good).   Inside the folder they talked about Service, Convenience and Value.

Now the fun starts.  Delivery scheduled on Sat. 1/11/14.  We were called with a 4 hour window for delivery so we would be home.   Two days ahead of time we called and indicated it would be 100% chance of rain.  We were told they delivered in all kinds of weather.   The truck arrived.  It was a Southeastern Independent Delivery Service truck.   Driver and helper spoke little English and were clearly not equipped to deliver in the rain.   Since we had just cleaned the carpet on the stairs and in the room the furniture was going into, we had purchased some booties...good thing as it was pooring down rain, the drivers had no rain gear, no protective covering for their muddy shoes.   They drove through the yard trying to park the truck.    Furniture was in boxes but nothing was strapped in the back of the delivery truck.    They uncrated the first piece and brought upstairs.....my wife noticed it was damaged. The headboard that was the second piece was splintered with a hole through it.   At that point I stopped the delivery as it was still raining very hard and didn't want to waste any more time.  The truck had run into the yard and made ruts which cost me $110 for our lawn service to fix the following week.    I did take pictures and called Customer service to file a claim.   I received this letter that said that if their "independent contractors" who drove their truck wouldn't fix, I would need 3 estimates prior to filing the claim.   Sounds anything lice Service, Convenience and Value.  

I promptly called the store and spoke to the manager.  He was very helpful, indicated he would credit the delivery charge back  and asked that we give them one more opportunity.  I agreed because of HIS professionalism.   I explained that we'd like to take delivery before 1/31/14 as we were leaving town for two weeks.   Delivery was scheduled again for 1/29/14, a Wednesday between 11 and 3.  We again got a call to make sure we were going to be home two days before.  It snowed the day a couple inches before delivery so I called the morning of the delivery and spoke again to the store manager.   He indicated that they were already out from Charlotte making deliveries.   Oddly enough mine wasn't the first as they apparently take "extra care' with repeat deliveries, yet we were way down on the schedule according to the manager looking at the screen.   My wife and I scraped the driveway and patiently waited.  The roads cleared as the day went on.   At 2:24 pm (36 minutes left to the 4 hour window) I receive a call from Charlotte saying that they were not going to make my delivery due to the conditions.   I indicated to the dispatcher that I had stayed home all day waiting for the delivery and was told they were on the way.   I then called the store manager in Greensboro and cancelled the order requesting a full refund.  He was very pleasant and said he would take care of refunding the money.   All good?   Not quite....the Rooms to Go Delivery service called me in California on Saturday 2/1/14 to attempt to deliver the furniture order I cancelled on Wednesday.   I told them I had cancelled the order, called the Greensboro store and left a message for the manager telling him that I expected to have the refund when I returned home in two weeks.   Got back.  Letter in the mail indicated they had credited my Visa Gift Cards (the ones the salesperson disposed of) and my Amex.   I went to the store and they said there was nothing they could do.   Fortunately we remembered the company we registerd the Visa Cards with.  They had our information and were going to reissue the cards....of course for a fee.    So to recap, 2 months of waiting, multiple phone calls, 2 days of work missed, $175 of out of pocket cost.....we finally get our refund.    Bought Furniture last weekend at Furnitureland South's Outlet.  It was delivered today without any problem.    Needless to say you should only buy furniture from Rooms To Go if you have time and money to waste.