Rooms To Go
Reviews and Complaints

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.

After swapping out my previous mattress and replaced with another mattress it turned out to be another problem. The replaced mattress is a Serta Perfect Sleeper that doesn't support my 400 lb body weight causing pains through out my body. The mattress is so soft that my body sinks into it making it hard to get out of it . I am a disabled man of 66 years of age that had back surgery twice and this mattress is not what I need. The salesman told me there wasn't any other mattress that he could provide me with that was of equal value . I told him i wasn't satisfied with the trade and he said he did all he could do . If I could afford to give this mattress away and purchase a better one I would but living on a fixed income makes it impossible . Is there someone that could help me without costing me money I don't have to get the mattress I need ?

I purchased a sectional from Rooms To Go on 7/23/2022 from store number 302. My order number was [protected]. The total price was $3364.59. During the purchase I expressed my concern of stains as the furniture was light in color and I have three kids. The sales man at Rooms To Go assured me many times that the Fortega service contract would cover any stains for up to 3 years. After attempting to file a claim for two stains, Fortega requested pictures which I promptly provided. I was told they would review the pictures and call back within 3 days. I never received a call back nor did they reach out to clarify where the stain were from. After 2 weeks I called Fortega back and was informed that neither of the stains would be covered since they appear to be from highlighter and dirt, which is not covered in the contract. I explained I did not know what kind of writing utensil the stain was from and that the "dirt" stain was actually vomit. My concerns for this issue are as follows: 1. Salesman assuring costumers all stains will be covered when its clearly stated in the contract what is and isn't covered. This is false advertisement. 2. Fortega never calling back to inform me the stains would not be covered. This delayed me hiring another professional to come clean the stains. It has now been over 2 weeks and the stains have further set in resulting in permanent damage. 3. Fortega assumed from pictures that they could identify where the stains came from. The "support team" with Fortega was beyond confident the vomit stain appeared to be dirt and the ink stain appeared to be highlighter. Unless they are here in person to take a sample of the stain how can they prove what it is from? On top of all of this, when the couch was delivered the delivery men damaged the ceiling of my front porch and the wall directly outside the front door when trying to fit the couch into the house. This left streak marks and scrapes, I have yet to be able to clean or repair the damage.

This is my third rooms to go delivery from my the same order from March of 2022

1st delivery they brushed against the handrails going up stairway and got paint on love seat and single reclining chair would not recline

2nd delivery they shoveled the loveseat in my elevator breaking it and nicked loveseat with box cutter

4th delivery today they made my fleur de lis clock fall off the wall and scratched up my door bringing loveseat in. They did not Velcro the back of loveseat and left the red strapping under loveseat where it could be seen. I called customer service and requested someone from RTG to call me, she said they handle things via email 😡poor customer service

This is the second "leather" sofa set we have purchased from RTG. We purchased the first leather set somewhere around 1998 and it held up beautifully. It was Natuzzi brand from RTG. When we were ready for something new, we trusted we'd get the same quality from RTG again. In July of 2015, we purchased a leather sofa, loveseat and chair from the Lusso Leather collection at RTG (receipt calls it KUKA). Because our first leather sofa held up so well, we didn't pay attention to the description on our new set "top grain leather wherever the body touches" and what that meant. Now, 7 years later (2022) we are learning all about exactly what that description means, as the back of the back cushions on our sofa and chair have completely peeled off. I called RTG customer service in an effort to determine what material the backs and sides of this leather furniture is made of so that we are sure not to purchase one with the same material again. Unfortunately, all they could tell me is that it is "leather match," which they explained, means it could be vinyl, poly or bonded leather. NOT HELPFUL! I really want leather again, but certainly not if it's just going to do the same thing. It's extremely frustrating to have to replace furniture, that is in otherwise good condition, after only 7 years. Our landfills are going to be full of this stuff! Also frustrating that RTG can't provide me with more information on the material that was used and how it compares to their newer pieces. If it's the same junk, I'm not going to waste my money.

I bought a leather power reclining loveseat, and it was delivered Sept 9, 2021. In July of 2022 I called for a repair because the seat was making a loud noise when reclined and returned. They sent somebody out and he lubricated the leather. Three days later it was making the same noise. I called RTG and they said they are going to replace the loveseat. August 12, 2022, they replaced the loveseat with I believe was a used loveseat. It lasted 3 months before it started making the same noise. I called RTG again and they said it was out of the one-year period and I must go to Fortega for the extended warranty that I purchased. Fortega told me the problem was not covered.

My contention is the problem first occurred within the one-year period. They replaced the loveseat and two months after the one year, the problem started again.

I bought a sectional sofa from rooms to go a few months ago, the seller offered us the extended warranty for any damage or problem, we accepted.

September 11 I made a claim for liquid on my left chase, they sent a technician to my house one year after to check on the chase. The guy came here he saw the piece and he told me they were going to order a new one and send to my house.

After four weeks waiting I called them three days ago. I spoke with a person explain what happened. She told me they never received the report from the technician after 10 minutes she say that she found out the report and was saying that they condition cleaned a piece and everything was good. I explain to her that information was false. He didn’t claim at all and what he told me was I can put in the trash and they were going to send me a new one, this first call was 45 minutes and then I called back yesterday spent another hour wasting my time we’re putting the same history after transferring I spoke with like 10 people yesterday because they were transferming to another person time to time. The last one told me that she resolve the problem that she approved my piece and rooms to go was going to give me a call to schedule the delivery.

They did not call!

I called 5 PM to talk to them and they say they don’t have anything. The manager was going to give me a call the next day and I ask her again about the fees and like I explain the same problem to at least 15 people in the All this calls and they just don’t resolve the problem. In the first place the technician did a false report. This is so frustrating and I’m so disappointed with both companies.

I purchased my children this bed and my 13 year old autistic son is 185 lbs. layed on the bed when it cracked. This happen 3 months after purchase but we tried to fix it. The bed was purchased in June and it’s only October. I go in my Childrens room this morning and the middle of the bed has sunk in and they are leaning towards the floor. This bed needs to be replaced. My family is on the strictest budgets. So when a purchase of this nature is made it puts my family in a strain financially for months. Please help!

Store was advised when we purchased my sofa set from the Mobile store that the sofa would need to be carried to second floor of our condo. We were advised that it would be no problem but there would be an $89 fee to do so and set it up. We agreed to pay for the service.

The delivery men came to condo on September 9, 2022. Once in the door they immediately said they could not get the sofa up the stairs without even trying. After I told them to lift sofa over the rail and make the turn, they did so. When they go to the 2nd floor landing they claimed they could not get the sofa on the landing to the second floor. I told them I had two 92 inch sofas come up and down the stairs and most recently the day before a 92 inch sofa went down the same stairs. This sofa is 89 inches long. They refused to deliver and took it back to the warehouse.

I called the saleman Chris Helms the same day at 12:15 pm. He said the store manager would get back to me. I had to call back at 1:12 and was given Phillip the store manager. I told him the problem and that if we could bring two different 92 inch sofas up to second floor (of course different years) their delivery staff should be able to get the 89 inch couch up. He agreed to redeliver and on the following Friday 9/16, different delivery staff came and also said they could not get if up the stairs. They took pictures before they tried carrying it up. They ended leaving the sofa in my carport.

That same day, my daughter and granddaugther came to visit from Michigan and they carried the sofa up to 2nd floor living room and set it up in the living room.

I called and advised Phillip what happened and he didn't seem to care and felt he had no problem with the delivery staff not doing their job. He said he would refund my $89 delivery fee on September 23rd and I still do not have the refund on my charge card.

Main office customer service today10/6/22 talked to manager who didn't process it and will do so. I should see it on my charge card within 5-7 business days. If not call back to customer service.

Purchased sectional on 02/02/21. I had nothing but issues with this sofa. They replaced seat cushions a several times even though I said it might be a problem with springs because when you sit on left side of the sectional you sink into the middle of the two cushions. Then I recently got in touch and found out that they forgot to install the clamps that keep the 3 pieces of furniture together, the cushions are longer than the base Of the sofa so will go together. They also promised to replace the cushions covers because they are damaged in way that can’t be replaced. Now they are saying they can’t do that. I’m at my wits end here and hoping you can help me with this problem. I have pictures if you need them, this sofa looks like it’s 10 years.

A few months ago, one of the seats (right) on the loveseat purchased in May, 2022, began failing. The support on the right side of the seat has failed. It took some time to get a service person to come out. The diagnosis was "nothing broken, so nothing to repair." However, it's obvious to everyone that it is not functioning. He tried to mess with the stuffing, but left saying I should call back and escalate since there was nothing he could do; he couldn't even submit the next level.

We had to wait a few days for his report to show up to continue. The issue was described - that the last person said that he couldn't do anything.

The next scheduled visit was maybe 2 weeks later. I was suprised to see RoomsToGo sent the same person out to waste my time. Although he said he ordered a part (that wasn't going to fix it because it's not broken). It's been weeks with no work on the status of the part that won't work.

We requested a manager or field supervisor with authority to replace the loveseat. No word on the part or the manager.

I contacted customer service today. Customer service only wants to say what they can't do. It's impossible to escalate to someone who might.

The part hasn't shipped yet. I was told it could be 90 days.

What I see is that the part ordered, that won't work, will take 2 more months.

Over the years, I go directly to Room to Go for furniture because I've never had an issue.

It seemed like someone was attempting to try to get my Sofa/Loveseat set replaced (csr discussed with "Catoria") but my model was discontinued. Back to "the only thing we can do is escalate the part."

Time for escalating the part is over. I'm completely disappointed at how thtis company has handled my issue.

I've been told the call logs, service logs, and photo's are in my account.

I only bought the bed off the show room floor at Room to go in Stafford becuse of the lighting on the head board... 2 weeks in and light never worked on head board and now front right leg has cracked and broke.. Bed frame un use able!

Went into the store and the RUDE Manager told me I bought it as is.. I told him when I bought it, all was working... I need someone to come out and repair this bed ASAP or I will be filing a BBB offical complaint.

Around 10:25 AM in 10/05/22 this truck driver pulled out onto Roy Richards Dr in Schertz, TX hardly slowing down for the stop sign.

(someone very nearly ran into truck since truck failed to stop and yield).

Furthermore he drove very agressively after turning while in the left turn lane attempting to merge into traffic instead of waiting for an opening in traffic. I get it; the sooner he gets done, the sooner he goes home. But traffic volume does not warrant agressive driving and running a stop sign. Driving like a car instead of his commercial truck shows little understanding and the limits of his vehicle too.

I purchased a dual powered recliner in 2019 from the Grapevine, Texas store along with a sofa and accent chair. The recliner's linear actuator has broken so I contacted the company. I was sent a "so sorry" but your out of luck response. I didn't expect them to replace or pay for repairs, I just wanted to know where to purchase the part! Once your out of the store your on your own.

I bought what was advertised as a leather sofa and two leather chairs from Rooms to Go. After some time, the material cracked, peeled and flaked off. I contacted a Leather Restoration company (Leather Medic, 12901 Metro Parkway, Fort Myers, FL, 33966) to repair the furniture because I believed it was leather.

The leather specialist (name provided upon request) informed me the material that cracked, peeled and flaked off was not leather, it was "bonded leather" and could not be repaired.

I returned to the Rooms to Go store where I bought the furniture with my receipt. The store manager said I should contact customer service. I did and filed a complaint. Rooms to Go denied my complaint because they said the furniture had only a one year warranty and I contacted them after the one year warranty expired.

The US Federal Trade Commission recommends giving a percentage of leather included.[13] The Federal Trade Commission has said that "The guidelines caution against misrepresentations about the leather content in products containing ground, reconstituted, or bonded leather, and state that such products, when they appear to be made of leather, should be accompanied by a disclosure as to the percentage of leather or other fiber content. The guidelines also state that these disclosures should be included in any product advertising that might otherwise mislead consumers as to the composition of the product."[14][15] (https://en.wikipedia.org/wiki/Bonded_leather)

There were no disclosures made by Rooms to Go in the product advertising that parts of the furniture were not leather. I spent $2399.00 on furniture that Rooms to Go misrepresented as leather when it was not. I believe that the furniture was fraudulently advertised to achieve sales.

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We placed an order for bunk bed for our daughter (Ivy League 2.0 full / full) in June and it got delivered in August. When we fixed the bed we saw it was broken and lots of scratches here and there and shared the picture with customer care. It doesn’t look brand new. Even after 3 unsuccessful re deliveries (everytime one or the other part was broken) we are still stuck with the broken one. It’s in not in good condition as they dismantle it thrice and tried putting up again. It makes lot of crackling noise, they have sent quality check person from “ rooms to go” and he also confirmed that it’s making sound plus not in good condition. we were left with no other option just to return it but now customer representative is saying no policy of returning (they didn’t mention this earlier). It’s not the mistake on our part, rooms to go send us the defective product and forcing us to keep the defective one or re delivery. How can they think we have all the time in the world to keep on re ordering stuff and everytime one or the part is broken. I am really pissed off with such a brand “ rooms to go”. You guys cheated us! Need my money back.

Do not purchase warranty coverage for furniture from rooms to go! We purchased a sofa sectional in January 2021, and called in May to have it cleaned. The person came out on June 14, 2022 to clean our couch with a spray bottle and a rag. As soon as I saw what she came with, I knew it would not work. We purchased the additional coverage, that I was informed would cover pet biologicals and food and beverage stains, among other things. It even states it in the service contract that they are covered. However, I submitted a claim for dog biological on the couch section and beverage stain on the ottoman. These are a 1 time incident on two separate pieces of my sectional. Yet the claim was denied due to it being an accumulation of stains. This is how they get out of servicing the contracts that are offered. You obviously can only have 1 stain covered throughout the contract dates and it should be able to come up with a spray bottle and a rag. DO NOT WASTE YOUR MONEY!

I purchased a loveseat sofa, sofa and two ottomans from Rooms To Go in Aug 2021. After about 11 months the loveseat couch that was barely used broke in the middle. Both my husband and I are slender so usage or weight were not the issue. I contacted the help center and as it was under 1 year they sent someone out to look at it. We had screwed it back together and when the tech came out he said that that’s what he would have done also. He said that they would honor the warranty and we would be contacted when they were picking it up. We waited a few weeks but heard nothing. We called in June and asked when they were picking up the couch and we were told that they were waiting for fabric. I called in July and was told that the fabric was on back order, I called in August and I was told that we have to give the parts department 90 days to respond from when they came out to look at the couch before they would discuss other options and remedies. Called September 20th, now 90 days, I explained the whole situation and they emailed the parts department. So far since then 4 emails have been sent to the parts department and I don’t hear anything back. I am told by the helpline that they can only email the parts department and if they don’t hear back there’s nothing they can do. What do I do? I’ve been stuck with a broken couch propped up in my living room for 6 months and now it seems that I’m being ignored because it’s no longer in stock. So stressful, so much time wasted on the phone, always promised a call back but never get one. No one should have to go through this when they pay money to a well known company, no one!

Bought a table 1.5 years ago since beginning every time I put a dish down it left scrape and heat mark. After being tired of waxing and oiling it out called warranty dept. Apparently there was a co tract that I never received but it will not cover excessive damage of a table used my 2 people…. Where they sit only covers 1 scratch.

Poor quality table. False claim by salesman on warranty by covering everything without being given contract.

They really do not care at all about their customers.