We purchased a mattress at Rooms To Go in Frisco, Texas and the salesman told us we had 30 days to try the mattress out and see if we liked it. We chose one specifically because it was soft, but when it was delivered, it felt completely different than the one on the showroom floor. It was as hard as a rock. We went back to the store and talked to the manager about exchanging for a softer mattress. The manager just told us to go home and "walk around on it." We explained to him that we were not happy with it and wanted to find out what our options were. Unfortunately, he continually cut us off and basically told us that we didn't understand how mattresses work. He would not listen to anything we had to say, and kept giving the same speech about how he would lose money if he took the mattress back. He was very condescending, and most of the time would not even look up from the papers he had in his hand. He treated us like we were stupid. When we tried to explain that we were told that we had 30 days, he didn't believe us at all, and said that he was sure that even if the salesman told us that, he would have also told us that it is up to the manager's discretion and would have brought the manager to see us. The part he was "sure was said" never was. We are extremely upset and disappointed with Rooms To Go, especially its complete lack of customer service. We will never shop at their store again, and caution others about doing so. If you do, be ready to accept whatever problems you end up having, because they are not willing to help resolve them.
November 11, 2008

Because they are loading a truck with 15 to 20 Stops and 60 to 90 Pieces to delivery and assemble, so they are not delivering pizzas this is not mail service, this is furniture, and heavy furniture to second and third floors. plus they are not in the same zip code, they do this to save money on Deliveries, instead of having two trucks with decent stops (10-12) and pieces (40 to 60) they load a full truck and sometimes overload it, so drivers need to go back to warehouse and then come late to a customer house sometimes 11:00PM.

I have experienced the worse problems with this company. I purchased an entertainment center and a dresser from them about six weeks ago. The entertainment center was delivered first. It had scratches all over it for which the delivery drivers tried to hide by using a scratch coverup. I have seen coverup used in the past and it works fine on small scratches, not gouges! One of the drawers in the unit was visibly damaged and leaning over. The rubber piping that held the glass doors in was put in so haphazardly, it could be seen from the outside of the doors. They replaced the unit and it is not much better than the last one. For one the finish is much darker and there are more gouges. One of the doors is warped. They stated they would send another by UPS. I still have not seen it.

When my dresser finally arrived, about four or five weeks after my order, it was worse. The first thing I noticed is that the hardware for the drawers was put on backwards (the pulls were inside the drawers), although not a big deal, they should have fixed them upon delivery. This item also had scratches, some they did not even try to cover up. The space between the drawers and the frame of the dresser were so large, I could see all the way down to my carpet. It was poorly constructed and not of the same quality as the one on their showroom floor. Seems to be their practice as I have read the same complaint from others. I called their customer service center and requested that the item be returned. I was told they would only issue me a store credit. Their receipt states nothing about no returns, nor is that policy posted in their stores. I am disputing the charge with my credit card company and will hopefully be successful in getting my money back. Be wearly when making a purchase from Rooms to Go. Ask about their return policy if you are not satisfied. I will not be back.

I purchased a dining table set paying cash $1, 244.85 from rooms to go show room, frico, tx on 07/04/2008. The furniture was delivered after 20 days with broken chairs. I contacted the delivery office, who till today (oct 7, 2008) keep sending me broken chair/s as replacement. I contacted the show room manager of the frisco show room who was rude and failed to understand the inconvenience i have been subjected to for the fault of purchasing the furniture by paying in cash. He passed the buck on the customer service staff.

I purchased a dining room set in Aug.08. The china cabinet has been delivered damaged 3 times. The delivery men scratched my wood floors, knocked into walls and other furniture in my home. The last delivery was so bad and the men were so rude that I had to ask them to leave my home. I was then called by Customer service and told that I had to store the damaged furniture in my home until they could replace it. My next delivery is this week, I am not very optimistic.

I will not shop at Rooms 2 Go again.