I ordered a entertainment console and the bridge panel, a 2 piece set. It was delivered on 10/31/09. When the delivery guys dropped it off, it was missing the parts to connect the console and bridge together. This is annoying as we were excited for our new furniture. They called customer service to ship out the missing parts. On 11/04/09 the missing parts were delivered and I found out I did not receive ALL of the missing parts I needed. They setup a service guy to come out and put the piece of furniture together 11/11/09 and now I am waiting to hear if they can correctly figure out what missing pieces I do not have and get me those before the service guy comes.

I have never dealt with such horrible service. It is hard to believe RoomStore is a furniture company and this is what they have to offer. To really top things off, the console has a chip in the wood. My fiancee and I are very dissatisfied with RoomStore. I have bought furniture from Rooms To Go before and never had any problems like this. I now know I should always shop at Rooms To Go unless RoomStore can show me they know how to run a business.

My wife and I bought an end table and chair/ottoman. The items were delivered to the nearest store and we went to pick them up. Unfortunately the chair/ottoman would not fit in our car. Because RoomStore will not deliver anything once it is shipped to its stores, we opted to cancel the order. No one in the store (three sale people, no customers) could handle a refund transaction so i had to call back the following afternoon to speak with an office manager. She told me there is a 10 percent restocking fee (it's in the contract). I mentioned it might be a good idea if the sales people also mentioned that (they seem to bring up an extended warranty, couldn't they mention a restocking fee?). The office manager basically said they don't mention it because it is in the contract. The she proceeds to tell me that the manager offered to deliver the item in his own van, but I told him no. That's a lie. At no point during our effort to "return" the item did anyone offer a solution to getting the chair/ottoman to our home. was told to rent a truck and do it myself. The office manager said "that's what the manager said." Well, I don't care what he said, he's a liar. And that is a perfect demonstration of their "customer service" or lack there of. My word of advice...don't be done in by fancy TV ads...avoid this place. Bad customer service all around. In this day and age one would think they'd try harder...but obviously RoomStore's policy is take the customer's money and offer no service (unless you want to buy the warranty).

To Whom It May Concern:
I purchased furniture on May 7th 2009 and was told by my sales person that the items would be put together and if the prices were discounted I would get the difference within 30 days. I spoke with Brian, the store manager on May 12th about the tables I purchased and he told me the items were not put together, however, if I had issues putting these items together I could return them. I arrived May 12th around 6 pm to pick up half of my order (loveseat, chair, couch, and lamps) and finally by 9 pm, all my furniture came out of the back. After wasting half my evening trying to get furniture, I was told that there was going to be a 10% off sale and I would get the difference starting May 16th, even after I used a 10% coupon I printed off the internet. May 16th came and I saw my pieces of furniture were discounted in the store by 10% and so I went home and selected all the furniture pieces I purchased May 7th and took a screen shot showing they were 10% off the original price. I then proceed to enter my coupon code (promotion code) into the order and another 10% came off. I printed both of these screen shots off so I could tell Roomstore about this situation. I called May 20th and spoke with Mary, without giving my name or phone number, I asked if the rest of my furniture had arrived and her response was, “how am I suppose to know if it is here or not”. Mary was not very friendly and when I told her about my situation with the discount, she screamed at me and said “if I knew why you could get 10% more off, I would be on Opera and told me to call customer service”. I could not get through to the 1-800 on the web-site so I called the Fairfax store, and spoke with a manager who was extremely pleasant and gave me the customer service issue line (I can see why Roomstore has one) and also told me I need to discuss it with the store manager before calling someone higher up. I called back to Roomstore and Mary answered the phone and I asked her when Brian was going to work and her response was, “he is off for a while”, and I continued to ask her and she finally told me “Saturday, sometime” and asking once again she told me it was Saturday 9 – 6. I did tell Mary I will be sending a complaint to Brian concerning her customer service and her response was, “whatever”. Roomstore is in the business to sell items and have great customer service, Mary does not have good customer service and she is one reason I will not be back to purchase from Roomstore. I then called the customer service line and received zero help from the first lady who refused to let me talk to a manager and told me she knew about my situation from Mary. So I understand that Mary called instantly to customer service to try and cover up her terrible customer service. Finally after asking about a dozen times from the rude customer service lady, she finally transferred me and I spoke with the manager for approximately 10 minutes to no prevail. The manager was very nice and understood my concerns, however she told me it was not false advertising, it was a GLITCH. It appears to be false advertising to me and lies by the sales team. If this situation cannot be resolved by Customer Service or Brian, the store manager, I will be forced to contact the Better Business Bureau of America and will be contesting 10% of my credit card charge when I receive my statement. This situation shows me that Roomstore does not have customer service skills and that they use false advertising for a quick sale (I have researched Roomstore complaints on the internet and this is not the first time that a buyer was told they would get a discount if the price went down within 30 days). I will never shop in roomstore again and as I told the sales people May 7th, I still need to purchase one more living room set and three bedroom sets. I am glad I only purchased one set of items from roomstore and not all the items. Marlo or any other furniture store will enjoy my business and treat me like a customer and not an “inconvenience to them”

In a nutshell these people take your money and sell you crap, pressure you for the warranty that God forbid you ever have to use because they have perfected a maze of bull---- that will keep you busy and so frustrated you will want to give up. Which is exactly what they want you to do. My advice don't give up if you already are dealing with it and more importantly DONT give them your business to start with.
They are horrible!!!

We ordered a dining set as well as a bedroom set and were given two weeks for a delivery date. I took off of work on the date of delivery and to nobody's surprise they left the bedroom set back in the North Carolina warehouse. The delivery guys were practically useless and so was the Roomstore. They were totally uninterested in the fact that we never received our furniture and in fact even told us to go to another store if we were unhappy. The sales guy on the floor called us back and told us that this happens all the time and that we should call and talk to his manager to try to get a discount. This was the Annapolis branch.