Complaint Review: Rooms To Go - Fort Worth Texas

We bought a swivel chair at Rooms To Go that is broken and lower quality than the floor model we saw at the time of purchase.  We asked to return the chair and they informed us that they *have no return policy*!

The chair is a swivel chair that spins.  The one in store is sturdy, does not rock back and forth, and has firm cushioning.  The one we received rocks forward and backward (it has no rocking mechanism), and the padding is deflated/under-packed.  Because it rocks/bends so much the chair will almost topple forward when you get out.

So Rooms To Go wanted to send a tech out to look at the chair and potentially fix it.  The tech came, I explained.  He said that he did not personally like this chair because the swivel mechanism was weak. He looked at it for about 2 minutes and said "Alright, I'll tell them." and started to leave.  I said "Can we go over what you're going to say?" and he angrily replied "I'm just going to tell them what you told me!" and walked out. 

So I called the support phone number to ask what was going to happen next.  The tech has reported that my issue was a "customer preference" and the chair was as it should be so there was nothing they could do! 

Rooms To Go bait and switched me, plain and simple.  Rooms To Go took my moeny, refused to deliver on their side of the bargain, and effectively stole my money.

I wish this was the only issue I'd had, but it's SO much worse than just the chair.  We bought couches at the same time we bought this chair too.  On delivery day the guys who delivered didn't speak english so we couldn't communicate.  They delivered one completely incorrect item and they got very angry at me, cursing in Spanish, when I asked them if they would put the rug out (I had asked at the start, in the middle, and finally at the end.  They said "yes" they'd put it out every time, but didn't).  I eventually told them to stop and leave as they were angrily shoving my new furniture around and yelling. 

Rooms To Go's delivery people made me feel unsafe in my own home!

I spoke to the Customer Service Manager Sheryl at the local store about this experience and her response was "That's not my fault."  Outrageous!  This is not an isolated incident either.  The customer service people on the phone will never take responsibility for anything that happens in a store, with delivery, or with service because it's not their jurisdiction.  But the store won't take responsibility for delivery, service, or phone support because it's not their jurisdiction.

No one at Rooms To Go will take responsibility for anything because it is always another department's fault and no one department has any authority over any other.

I have never had a worse experience with any business in my life than I have had with Rooms To Go, and I cannot warn you strongly enough to not do business with Rooms To Go.