Rooms To Go
Reviews and Complaints

I am Richard Wagner I purchased a power recliner on Sept 3, 2022. The salesman said that it would not be ready for delivery till November 30. Seemed like a long time but we agreed, We were call 3 or 4 times to make sure we would be home and confirm the time frame. We were also texted several times for the same reason. then an email also This all seemed a little much but thats the way you do business. then on the 30th the driver calls from our gate we let him in, and he goes through his entire truck and tells me the chair is not on the truck. The driver tells us to call and reschedule the delivery because he does not know where the recliner is. At that very time costumer service call and asked how our delivery was. I was not happy. She checks and tells she could reschedule our delivery for Jan 17th. I went to the store and talked to the salesman Eddie, and he went to talk to the store manager. Eddie says that the recliner was damaged but later found not to be true. The store manager Michael Roper says he will check to see if the chair is on another truck or where it might be. he calls and says that the 17th of Jan. would be the soonest I could expect the recliner. I ask for my money back and was told that will happen in 3 to5 days. Strange way to run a business. I could not recommend anyone to your stores. Richard Wagner

The Cindy Crawford sectional has kinda disappointed me and we have only had it a year and half or less and it gets very light weight seating traffic. In the past, we have had other brand sofas that have taken years to flatten. The product looked great in the store and the seats felt very comfortable and fluffy. We didn’t expect them to flatten so fast. Ironically, I have seen several other complaints of the same kind about this exact brand and item. Had I known this, we would have purchased a different more durable sofa. Now I have to find a way to get the couch to fluff up again so they can last longer. Our 3 kids are very young and aside from my wife and I, the couch is barely used in such a way that it should have flattened so soon.

I ordered my furniture and from day one this has been a constant battle. They sent my furniture order with no hardware to put together. Then I receive half a dozen phone calls harassing me with several numbers and when you attempt to call back they are not even phone numbers associated with rooms to go. Rusheeda called my work phone number and tried to ask a co worker about my payment. It’s interesting to me that all the money I have spent towards this purchase. I have no idea where it actually goes. The phone calls and emails are excessive unprofessional

On August 2022 I went to Rooms To Go to buy furniture for my new home I just purchase in July 2022. Lisa was the sells associate. Lisa showed me a tour around the store and that's when I pointed out the things I wanted, I told Lisa that I was on a budget, that's when she began to do the calculation on how much I will be paying monthly. Lisa told me that all I would have to pay is $217.00 every month. We both agreed on that. November comes along that's when I Discovered my bill increases to $404.00...I then called Lisa at the store to see why my bill increase to almost double to what we agreed up on... She told me that she will take care of it and never did. Lisa or Jeanee at front desk didn't Lift a finger to help me...All they did was point fingers at one another instead of taking care of the problem...They are very unprofessional...All I need is my monthly payments to go back to normal as promised...

My husband and I were in the Raleigh store at 5900 Glenwood Ave location on black Friday looking for a new bed. We were working with Jackie M. at that time. We wanted to discuss the purchase and told her we would call back on Sunday. I called and left 2 messages for her on Sunday, one around 2pm, another around 5pm and received no call back. I called and asked for any sales associate and was put through to Donna, sorry I didn't get a last name. We discussed the issue and I wanted to make sure the black Friday pricing was still in place, she said she would text me a photo of the bed to make sure its the one that we looked at. I received her text at 6:06 pm and responded at 6:07 pm and heard nothing back from her.

I was ready to make a cash purchase but no one would get back to me, apparently your sales are so good that you don't need my money. I am not holding my breath that I will get a call back tomorrow and even if I did I am not sure that I want to purchase furniture from your company now. If this is how you treat someone who is trying to make a purchase, I can't even imagine how you treat someone who would have a problem with the product that they were able to purchase.

Irritated and disappointed in Wilson, NC

I went to rooms to go and I bought an adjustable bed that was there on sale for my mother inlaw. She liked it and tried it and was satisfied with the height and all.

The reason that we bought the bed was because she has a problem with getting out of bed, shes 91 years old.

The delivery came and the delivery crew put the bed together and left. When my mother inlaw went over to try the bed it was about 3 to 4 inches higher than the one in the show room and she wasn't able get on it,

We immediately called the help desk and and told us, that the trucker has extra legs in the truck and he should be able to take care of the probem by exchanging the legs for shorter ones. She called the trucker but when the trucker arrived he said that she was wrong that they don't carry extra legs with them.

We went back to the store to try and get someone to help us but it was futile. They tried to help us with the problem by looking to see if they had any extra legs and they did come up with only two of 3"which made 6" inches in total.

What I really need is six legs 6" each.

This purchase was made at Rooms to Go on

900 W Osceola PKWY

Kissimmee FL. 34743

Order Date 11/12/22

Order #[protected]

Sales person Joshua Mella Rodriguez

(049676)

Total Purchase $1406.09

My Nane John Torres

[protected]@aol.com

[protected]

I bought a bed and it was delivered 11/5. It literally fell apart 2 weeks later (11/19). I am unable to take the frame apart so I have a King size bed frame in my living room. When I called and they said I would get a replacement, the first lady I talked to never called me back with a delivery date. I tried calling her back and I emailed her and no response. I had to call the next day and then was told I would have to wait over a week to get the new one. I told them I was off this Friday and Saturday and because this is a huge inconvenience and not my fault, I feel like the new frame should be delivered when it is convenient for me. Not to mention, this is a holiday and hopefully no one will get hurt by this huge frame right in the way of everything. I find this whole experience very frustrating and unprofessional and definitely not customer service oriented and I don't have much faith that this will not happen again with the new one.

I submitted a complaint earlier this year. I was contacted by RoomsToGo with a canned response that they would check into it. They have done nothing and all emails are bounced back that their mailbox is full. I am extremely unhappy with the quality of the furniture received and provided photos of one set of furniture that I was thrilled with, then the second set (exactly the same) which was very poor quality. Not only the wood is poor, the color does not match their website, but most importantly, the quality of the drawer slides. In the first set the slides are metal and slide smoothly. In the second set the slides are plastic and are difficulty to slide.

Just purchased a small dining table this month. Paint is coming off in certain spots. I purchased a warranty was told by my sales person to get the warranty which I did. She said they don't repair but instead replace the damaged parts. Don't know how true this is after seeing some reviews here. Anyways for this being a brand new Item and already started to peel and only used twice is unacceptable. I went RTG because I believed they had higher quality products instead I got some cheap Inferior Chinese product.

On October 31, we ordered a sectional online after visiting one of the Rooms To Go stores. The in-store customer service was fantastic! I went home and read awful reviews about the quality and service, however, we still decided that maybe those are isolated complaints that every company has. Fast forward to delivery day, November 11, and thus we enter the circus that is Rooms To Go customer service. My delivery window was 8-12. I had made arrangements to leave work early (therefore, losing more money) as well as have someone at my house just in case. This third party delivery company literally showed up in an Enterprise rented truck at 7:20am. Not only was that long before my delivery window, but they damaged my walls and my door frame trying to shove the furniture into the house when they were told it would be easier to just move it in through the glass sliding doors that come off. The best part is I am currently battling with the third party delivery company who has a claim open which could take over a week to receive a response back. When I call Rooms To Go customer service about anything, they take zero accountability and were even clueless to the fact that a third party company delivered the furniture. The supervisor, Shayla, in corporate tried to tell me it was delivered by Rooms To Go until I pulled up my surveillance cameras. Also, they won’t refund my delivery fee I paid of $130 and she stated whatever compensation I get would be from the delivery company. They have zero regard of the time I wasted and the money I lost to make arrangements to leave work early to be home for the delivery which ended up being pointless because they arrived too early. The best part is I do have several cameras and they all recorded the delivery guys scratching my interior wall and my front door frame. Furthermore, I have a video of the delivery driver acknowledging that he sees the damage, yet offers no resolution at all. I’m not sure what route I need to take to show the public that Rooms To Go is irresponsible and takes zero accountability for anything. I think they forget that we’re paying good money for furniture and additional money on premium delivery, not to have your house damaged in the process. Customer service needs a complete overhaul. They’re rude and lack empathy. I expected more from Rooms To Go, but for the experience I’m having I could’ve placed a furniture order through Big Lots and came out better.

I would recommend not buying furniture from RTG and if you don't even bother with the Fortegra Service Contract. In my experience I purchased a sleeper sofa and a love seat. A year later both became damaged from normal use. I called RTG on Aug 25, they only came out to our house 6 weeks later to assess the state of the furniture. It took them 4 to 5 more weeks to give me an answer. Btw, I had to follow up several times to get an answer. They approved the fix of the sleeper but not the loveseat. Together they both cost us $2662. To fix the sleeper I have to now call RTG and coordinate with them to pick up the sleeper, take it for a week or 2 and then bring it back. Never again am I buying from RTG and never again will I take a service contract from Fortegra. It's a scam in my opinion.

I've never regretted a purchase so much in my life. I purchased this sectional thinking I was in for a treat. It looked so beautiful and elegant online. Once I received it, I was so excited because it looked just as beautiful in person as it did online. It felt so comfortable when I first sat on it. However, now, it looks and feels terrible. I received my furniture on Oct 26, 2022 and it hasn't even been a full month and my furniture looks like I've had it for 2 or 3 years. It's just me and my twin 4 month old babies. No one else is sitting on my sofas and the cushions have already flattened. I spent a lot of money on this expensive furniture for it to look like this already. I am extremely disappointed in my purchase. I've purchased a sectional from a discounted furniture store that lasted me 5 years. This sectional probably won't even make it a year. I've tried fluffing the seat cushions but it's still flattening. It sinks in when you sit on it. Worst purchase ever and I really wanted to love this sectional.

Kenneth Hanan [protected] Order Number 28150614I

Order delivered August 2022 with two damaged parts. Talked to customer service and they said parts would be replaced in October 2022. No parts came in October. Contacted customer service and was told it was canceled. Got the claim for damage reinstated and new delivery for 2 November was set up. No delivery 2 November. Contacted customer service and was told one piece was pulled off delivery by Quality Control so delivery not made. New delivery set up for 9 November. Again no delivery. Was told there was no stock available. Customer service told me they would check on availability and let me know when it would come. No call back. Again contacted customer care and was told there would be no stock until January 2023 but no delivery date was established. I am extremely disappointed in Rooms To Go. Fix my problem and get my replacement furniture delivered.

I purchase 2 bedroom sets for my kids room. The bedroom sets were not put together correctly causing the furniture to break without much activity. I purchase a warrranty on the furniture but when I used the warranty to replace the headboard that was broken they provided me with the wrong head board. A manager advised me that I could replace the bedroom set because they did not have the headboard in stock because the bedroom set was discontinued. I was told that I could get a replacement for the price that I paid for the bedroom set but they did not have anything for the price so I would end up payment the amount of a whole bedroom set. I spoke with customer service and they kept telling me I would get a call and then I was told my warranty expired while I was waiting for the call. The customer service was horrible and the warranty was not honored. I still have a $4000 balance on this furniture and the furniture is not what expected and warranty was not honored. The sales person pitched this warranty and the warranty was not good or honored.

Me and My Wife moved into our new house last year in December and we wanted to add some great furniture and we did buy a dining table and a couch from Rooms To Go. When we were making the purchase your sales rep assured us that the couch will remain firm for many years to come and he also said that if in any case that firmness is not present the extended warranty which we bought will take care of this issue. One other important thing I have to tell you is this , We have the couch delivered on Jan 18th and we went to out of country for about 5 months starting in march and in this 5 months no one used the couch it was sitting in the house. When we started using this couch from like August 25th in one month the firmness was all gone and I had severe back pain just from sitting on this couch and I have a very hard time getting back up once I sit on this couch. 

I went into the store to purchase a mattress. Salesperson talked me into the adjustable platform. I have a platform sled bed and the adjustable can not be used on it. The adjustable is wide and I will cut my head off on the ceiling fan if I use it. UUGH!

I was told, RTG would pick up my adjustable base when they delievered my new purchase AND IF i went higher on my purchase, I would have to pay the diffence, I was never told I would not get my money back and her lies the problem. I just want to go back to where I started, purchase a new mattress and be able to sleep in my bed.

Called the sales person on Sunday, to purchase the Bunkie board and set up the delievery time. I am now being told I have to accept a credit instead of a refund! No! I do not want a credit, I do not want to purchase anything else. I want a refund!

I purchased a couch and loveseat in 2017, as I realize this was awhe ago, I am shocked by the poor quality and the literal disintegrating of the leather, especially since one of the pieces has never been sat on.

I had specifically purchased a leather couch, rather than fabric, as I was intending on having the couch for a long time. I chose to purchase my new couches at Rooms to Go. The couches were described as not bonded leather but top grain, however after what is a short time for furniture, the leather has literally disintegrated. Clearly it is defective and certainly NOT top grain.

I live alone and this furniture has been essentially just show, with none or minimal use. I think I had sat on one of these couches maybe 5 times in the 5 years I have owned them. I have always taken care of my leather furniture, having my last set for over 30 years, and with virtually no wear after heavy use for those 30 years. My parents have also owned leather couches that they purchased in 1972 and still look great.

I am shocked the leather on these pieces literally is cracking and flaking in large and small sections off the back of both of the couches. As I said, this furniture has been unused and shows no wear from use. The “leather” literally falls off the back of the couch just by touching it. The furniture has been in a temperature-controlled home the entire time and away from any light. I am frankly sickened that I spent $2000 for 2 pieces that have not even used and they are literally disintegrating. I have to constantly vacuum since the couch is shedding clumps all over my floors. I would expect this from pleather or something from Big Lots, that cost a fraction of the price. This is so embarrassing and certainly I cant have anyone over.

I realize that this is not a top of the line furniture, but for a couch that received no use, was well cared for with the intention of lasting more than this short period of time is unacceptable. I bought a leather couch thinking it would last longer than a fabric couch, paying the extra cost. I would like to receive some compensation for this as this is unacceptable and clearly defective.

The Newport News, va office took $376 from my credit card and has not reported it to the finance company Genesis to reduce the amount owed on my acct. I bought furniture in June and it's Nov. Genesis has reported my acct to the credit bureaus with an incorrect amount and it's drastically affected my credit that I have worked hard to increase. I have been sent back and forth between companies with neither knowing how to resolve the issue or find my money or give it back to me. It just disappeared or someone got a nice bonus, Worst customer service, disrespectful staff, and unresolved issues that no one cares about after they make a sale.

On September 12, 2022 I placed an online order with rooms to go for the Barcelona Walnut 7 pc Queen Panel Bedroom set. Initially I was told my furniture would be delivered on October 25, 2022, however, the delivery date was updated by rooms to go and changed to September 20th, 2022. During the delivery movers broke my brand-new headboard, created cracks on my stairs and punched a large hole in my wall with the broken headboard. Standing aside while the men brought the furniture in, they weren't even going to tell me that they cracked my stairs and punched a large hole in my wall until I questioned why there was a hole in my wall? The mover that seemed to be in charge responded that the headboard had hit the wall. He then proceeded to show me the broken headboard. When I asked his name, the mover continued to bring the furniture into my bedroom as if he didn't hear me. Repeating myself again he said he could contact the corporate office and notify them of the damage. Once they had placed all of the furniture in my bedroom including the broken headboard I noticed he never used his phone. It was at this time I contact rooms to go and informed them of the damage. The mover had never contacted the corporate office. I spoke with Liz on that call who assured me the damage would be repaired by rooms to go. Liz encouraged me to allow rooms to go to swap out the broken headboard with a new headboard, which they did but the cracks in my and the hole in my wall remains. I have emailed the pictures of the damages and the mover acknowledged the damages to the stairs and wall when I contacted corporate. To date, rooms to go has made several empty promises to me regarding repairs to my home. The company repeatedly gives me different people to call or email and they either do not respond or provide me with a date for repair but do not show up.