I always try to be objective and fair when posting online reviews. My recent experience (Oct-Dec 2020), with Rooms to Go in Dunn, NC was extremely disappointing. This included their new furniture Super Center, used furniture Outlet, and Distribution Warehouse. I read several customer reviews that addressed the same issues I unfortunately encountered, but dismissed them. My mistake! I will never deal with RTG in Dunn again.
On Oct 20, I purchased $5,000 in new furniture and then $420 from the Outlet. This included Protection Plans for the furniture and local delivery costs. The salesman was "very helpful" in selecting my furniture. However, he later tried to help me with my initial delivery and later a return issues for broken furniture, but he obviously had little say in the matter. The purchase and credit card approval went quickly, but then I learned that their Customer Care would be "extremely poor". Despite their slogan, "Customer Satisfaction is Our First Concern". After my purchase, half my furniture was scheduled for delivery 29-days. The 2nd half was to be delivered 34-days later due to stock and the same delivery backlog. I told the salesman I could not believe it would take a month to have my furniture delivered locally. I had no other furniture to use. I was specifically told that RTG had issue with late delivery. I also discovered that out-of-stock furniture could take several months to arrive at the store. I should have known to walk away at that point.
After purchasing the Outlet furniture, I was given a list of 3rd party movers. RTG deliveries were only for new furniture. I contacted one of the movers and they agreed to deliver my Outlet furniture and to pick-up my new furniture at the same time. My (first) out-of-pocket cost was over $300. My question is, why doesn't RTG use their own 3rd party movers to help with the backlog? Then I encountered a return nightmare for the power recliner that was not working.
On Nov 11, the mover I hired delivered most of my furniture and again the power recliner was not working. I tried contacting both the RTG office and Customer Care "several times". When calling RTG, I was placed on hold from 30 to 45 minutes each time, before hanging up. I tried using their Online Chat and gave up after waiting at my computer for over 20 minutes for a response. I tried using their Call-back Request service twice. I never got a call back either time.
On Nov 11, I sent an email with all the details and got an email response 23-days later! I was told a replacement recliner was now in stock, but I would personally have to return the broken recliner and pick-up the new one by the following weekend. Otherwise, I would have to wait 3 more weeks for a RTG delivery, until Dec 31. I had to hire a mover to make a round-trip pick-up and drop-off and then re-deliver the replacement recliner, at my second out-of-pocket cost of $240. We arrived at the Warehouse an hour before they opened. Thanks to the wise mover, I realized I would need an Exchange Order Number for the Warehouse, so I called Customer Care. After being on hold for 45 minutes, I was given the Exchange Number for the warehouse. As I set there, I watched a few employees going in and out of the Warehouse, so I went inside 10 minutes early. I was told to wait outside until they opened at 9:00. I would never deal with RTG again. It is not worth the very poor Customer Care service, return delay, delivery issues, aggravation, and out-of-pocket expenses. Sounds like the manager needs to be fired along with the person who writes their slogans! read more