Category: | Furniture Store |
Address: | 10790 Pines Blvd, Pembroke Pines, FL 33026, USA |
Phone: | +1 954-704-0545 |
Site: | roomstogo.com |
Rating: | 3.4 |
Working: | 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 11AM–6PM |
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Elizabeth Mirabal
Let me begin by stating that I am not the type of person to sit around writing complaint letters. I have far more important things to do with my time, but in this case I believe that it is entirely merited. I have experienced quite possibly the worst customer service experience from your company. Ill start at the beginning. When I ordered the furniture in the Pembroke Pines store three weeks ago, I clearly stated to the sales associate that I needed my order delivered on Wednesday, May 3 after 9 am. I explicitly informed the sales associate that I would not receive the keys to my apartment before 9 am, and he assured me that it would not be a problem, and put in a request for my delivery time to fall between 9 am-5 pm. He proceeded to charge me a $400 down payment for my order, which I promptly paid at the store. Then this morning I receive a text alert saying that my delivery time was set between 8 am -12. I called the customer service line, spoke with a rep by the name of Norma, explained the situation and simply requested that the delivery time be pushed up one hour, to fall between 9-12, or in the afternoon. This woman, however, informed me that it was against company policy for them to deliver my order on the date that I was moving in. Then she moved up the delivery date to May 4 WITHOUT MY CONSENT! I told her that I had NOT been informed of the policy by the sales associate at the store, and that they should honor their agreement with me to deliver the furniture on the date that I had requested. She claims that the furniture was already "routed" for my address at that time... because apparently Im to believe that the truck is ready and loaded with my order on Monday morning for a delivery that is originally set for Wednesday?? Are you kidding me? I then called the store and they informed me that Norma had altered the delivery date, and there was nothing they could do about it. They also claimed they could not give me an email address for the store manager, because apparently the store does not operate in the 21st century and they dont use email. Right. Overall, the experience of speaking with the customer service reps in store and on the phone has been total BULLSHIT. I cant believe that your company would not honor my simple request to push the delivery time by ONLY ONE HOUR on the date that I selected for delivery. I was honest and forthcoming about my situation at the store, and was NOT ONCE informed about the so called company policy that prevents me from receiving my furniture on that day. You didnt have a problem accepting my money, but now you have a problem delivering my furniture on the date agreed????? Because of your customer service reps incompetence and/or inability to accommodate my one simple request, I am now highly inconvenienced and will be sleeping on the floor of my new home instead of sleeping on the furniture that I ordered and expected on May 3! Thanks RTG. Brilliant service, really.
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Alejandra Ospina
Good evening, I just left the location in Pembroke Pines and in the middle of almost closing out on a entire living room deal we opted out due to the HORRIBLE customer service received from one of your associates at that location. Sales person Rudy Alvarez was the most condescending, careless, and flat out rude individual I have ever encountered. How do you scream, yell and get frustrated when your customers are inquiring about a delivery date? It is unacceptable that when working in customer service and sales you loose your patience with a client. This is not the job for that individual. He even told us "so what are you gonna buy, did you finally make up your mind" in the most rude tone and manner. In the middle of the sale me and my family had enough with his rude demeanor and decided to cancel everything! I then spoke to the manager on staff today(did not get his name but he was the only manager on staff today) who could care less of my complaint I told him everything that occurred and he didnt even bother to say sorry he allowed me to walk away and not do anything about it. Making such an importance decision as that of a purchasing a new living room that costs over a few thousands is one that takes time and of course we will ask questions, but it is he job of the sales associate to support and guide us through out the sale. The sales associate must make us feel comfortable and allow us to trust in your company to be the one we invest in. But Rudy Alvarez and the manager at this location is making our company and your brand look horrible! They are ruining the reputation rooms to go has and frankly are an embarrassment to have representing the brand. Unfortunately rooms to go has disappointed me beyond belief and lost a customer today. I was planning on not only buying an entire new living room but an entire dining room as well. But due to the lack of customer service I will be going else where. I expect to be contacted regarding this horrible experience. I would like for a district manager to call me since he manager at this location was useless. I work in customer service and this must be addressed. Thank you, Alejandra Ospina
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Jessica Pichaco
This place is not appealing at all. I walked into the store with my daughter and husband and as soon as we walked in, there were at least 4 employees, all women sitting down on the furniture. One, is pregnant so its understood, she was the only one who asked us what we were looking for and pointed into the right direction. All the other female employees were sitting down when there were plenty of clients looking around and seemed interested in several options while these women looked like they were trying to avoid the clients. We walked further in and when we got to the end of the kids section entering the regular furniture section, one lady finally gets up after we passed her and asked what we were looking for while our backs are turned because we had just passed her. When we turned around to greet her, she was just looking down at her ipad. There was no greeting, very dry. We explained that were were looking for a square dining room table, she takes us straight to a rectangular table closest to her. My husband told her, no we are interested in a square table that can seat 8 people and she said "they all have extensions." She showed us another rectangular table. She wasnt listening to us at all. She was so dry and uninterested, like she hated her job and everyone in there. We passed other employees, and only saw the men providing services and they seemed very polite and helpful, but they were occupied. We were so displeased that we just walked out. Whats crazy about it is that we went to city furniture a block away and had a completely different experience. We felt like we had an ultimate customer service experience. We were even offered coffee and cookies. Intan Ali was amazing and we helped us in every way possible. Its not about the coffee or treats... Its the service!! I dont recommend this Rooms to Go location to anyone. Maybe another rooms to go will provide a better experience than this one.
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Ruth Ort
I just went to RoomsToGo here in Pembroke Pines and ordered a lot of furntiure for my condo. There were two mistakes in the order and the salesman was not there that day so I spoke with the manager Manny. He was great and I could tell he knew all the items for sale in the store. I had gone into the store and he went over every item with me. He corrected the two mistakes and took his time and was patient and anxious to please me. I dealt with him two more times and each time it was a positive result. So much so that I ordered two more items and told him that I want him to get the commission on those two additional pieces. Delivery was set for all the items to be delivered together. They called to set the time and they were right on time. There were three men and they were awesome. They brought everything in, put each item together and set it up exactly where I wanted it. They were courteous, friendly and so easy to work with. The furniture had no problems and when I looked around, my condo looked awesome. I couldnt be happier. Manny wanted me to call him the day after it was delivered to let him know how it went. That shows how much he cared to make me happy. And I was. I called back asking about some items and received good answers. I had RoomsToGo furniture that I was replacing and they were in such good shape that this fellow who had work for me was thrilled to come and take all of it home. What I chose I could not find in any of the other furniture stores. It was very stylish and I just love to sit here and look at it. And Manny is the best!