|Address:||3850 US Hwy 98 N, Lakeland, FL 33809, USA|
|Working:||10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 11AM–6PM|
I recently made a purchase back in May of 2016 at the Lakeland Fl location.Customer service was horrible, my sales guys name was David Rule. My delivery date was on June 1st. My delivery came in with half the furniture we had scheduled for that day, plus a leather love seat that we never ordered. we brushed it off. June 3rd was our second delivery, all the furniture that was scheduled that day came in, but my daughters trundle bed was damaged. Gentleman was nice and told us that he would get on it about getting it replaced. so far ok, but then as he finished up the day at my house he said have a good day an left. i thought everything would be alright until 5 minutes later my doorbell rang. i opened the door and there the delivery driver was telling me sorry but i just hit the back of your vehicle!!!!!!! me in utter shock, i was furious. the only thing thankful for the day was him coming back and telling me he hit it instead of taking off and leaving it. i filed my claim with insurance. later that day i went into the store where i purchased my furniture to talk to customer service about my vehicle and my other missing furniture. they proceeded to tell me that the furniture i was missing was never ordered. which was crap because we went over the order the day i purchased 7 times. so my sales guy that sold me my furniture in the first place messed up, and I was punished for it!!! So to top it off i was charged for furniture i already paid for. I am still missing furniture to this date June 16,2016. i have another delivery on the 22nd and one in July!. As for my vehicle, im still waiting for them to set up on fixing my jeep, and no one has called me about it to help me. i had to call today, and now im waiting on a call back. I will never shop at this store again. I know people have had good service with them and i thank goodness you have, because i dont wish this kind of service for anyone. I am trying to contact corporate about this issue as well so if anyone can help with that id appreciate it.
Everything was well at first, the salesperson helped us find the mattress we wanted.. till it got to her trying to sell us a mattress protector which we gave in because she persuaded us. We asked her if the material that the mattress protector was made of would make us sweat and she assured us it wouldnt.... sure enough the first night sleeping with it we ended up sweating. We went to the store to return the item and Deborah the lady that works in the back and deals with customer service gave us the dirtiest attitude, she didnt greet us she didnt smile at all and it literally looks like she hates her job. She was taking a personal phone call so I think she got upset that we interrupted her. When she asked us our issue she didnt even let me get through explaining anything and rudely cut me off saying "theres nothing we can do about it once its in the home you cant return it" and walked away from us. She had no type of professionalism and went back to her phone call. We then called Saturday and asked to speak to a supervisor and the same response. He basically told me In other words that its our fault we got the protector that we shouldve read the receipt well and that were stuck with it. When we bought the mattress and the protector we were never told that once we bought the protector a return wouldnt be allowed. So here we are, spent $90 on a protector that makes us sweat at night when we were assured that wouldnt happened and on top of that bad customer service from both Deborah and the supervisor. After this experience Im never ever going back there, definitely trying out a new place where your needs are actually taken into consideration and not just a huge corporation trying to get more money out of you. If I could give it a zero I would.
My husband and I are very happy with Ben and how he helped us with the purchase of our living room furniture. He was very professional and honest. The negatives I have are not with the store location but with the constant calling of the main office trying to get in touch with us to ask if we wanted to purchase insurance on the furniture, which we did. However, two end tables we picked up ourselves was misquoted to us and ultimately they tried to offer the coverage on those at an extra cost that I felt shouldve been included in the insurance and not excluded simply because we picked them up to avoid having to wait an extra month for them to be delivered. I felt that I was being "nickeled and dimed" to death and called way too much--almost to the point of being hounded. Also, the day the furniture was delivered there was a tropical storm and the delivery shouldve been rescheduled and even the delivery drivers said so. I was frantically trying to go behind the delivery guys with a towel to keep them from getting water in my house. Overall, store experience was good... calls from home office not-so-good and delivery schedule as well not-so-good. Although delivery guys were good at their job, I did only get 15 minute notice before they arrived when I was told I would have couple hours. :/
This store lacks professionalism, accuracy, and accountability. They ordered the wrong pieces, I inquired about this error while I was in the store and was assured twice by my sales rep and another that it was correct. Something told me to double check. Low and behold the sku numbers online were different and the chairs didnt even match my set. I immediately called, was then told I would need to pay $80 more, I requested to speak to a manager, no one was available. Since no one responded to my request for call back, I returned to the store 2 days later. I spoke with a manager who was combative and thought it was amusing to her. While in the store this time I also realized their prices are higher than they were online. She literally laughed in my face and stated my sales person is human who makes mistakes and that matching the prices was out of her relm. Moral of the story is they will make a mistake, they will charge you for it, argue with you, and laugh in your face instead of mitigating the customer experiece. My issue is not the mistake, its how I was disregarded.
This place is excellent! The gentleman helping us was Bill and he was great. We needed to furnish our entire house and we bought a living room set, dining room set and a king bedroom set including the mattress from this Rooms to Go location and we couldnt be happier. The foot board on our bed was dented a little and when the guys were putting it together for us, HE brought it to OUR attention and notified customer service. They came out and put a new foot board on our bed. I had a dresser that was on back order and the minute it came in, they delivered it and set it up for us. I cant say enough about this location. I will be back to see Bill for ANY furniture needs I have in the future.