Rooms To Go
Reviews and Complaints

we are having issue with leather furniture,the areas upholstered with bonded leather material. after a fairly short period of time the seat cushions sides and bottom began to split and patches of the bonded upholstery began to peel off. eventually the back seat cushions and upholstered sides also began to split and peel off. the furniture was purchased at Rooms to Go 27630 Hwy 19 N Clearwater,Florida 33761 unfortunately I am unable to find the receipt of the the purchase made approx February 2015

Rooms To Go - Order Number: 27861883I

I ordered this sofa on Feb 21st. 3 months ago. I got pulled out for work yesterday during the delivery time. I called first thing this morning and apparently the sofa I paid for was sold to someone else? How is that possible? How can anyone think this is an appropriate business practice? And now i have to wait an additional month and a half? Reporting this to the BBB.

Ordered a sofa online, waited 2 months for delivery. Upon arrival I called immediately to set up a return as it was not as expected. Website states to call within 48 hours for a return. Waited on hold until option for a call back was given. No call back. I Called again at 10 am the very next morning and was told it couldn’t be returned cause it wasn’t an online order. But it was, I went to a local showroom and was approached by an associate who said I could simply go online and place my order when I make my decision. She gave me a card, wrote them item numbers and was very kind about it. The sofa we saw in the show room is not what I ordered. I was able to customize the layout online. So how does that not qualify as an online order? Because the order number doesn’t have an (I) in it, I’m told! Also, getting a manager to speak to has been impossible. The receptionist takes my questions puts me on hold and ask someone, this goes on and on. They hide behind the customer service and eventually I was hung up on/ I called back and was put on hold until it disconnected me. I would like to return my sofa for a refund or store credit if necessary. That’s what the policy states I’m able to do.

DON’T WASTE YOUR MONEY on the extended warranty with Fortegra! I bought the entire Eric Church Highways to Home Renegade leather living room set with the upgraded bluetooth recliner. Paid over $4500 for everything. The salesman convinced me to purchase the extended warranty because everything is covered. WRONG! Everything is not covered. Upon delivery I noticed the stitching on our recliner did not look right. I was assured if there was any issue, it would be covered under warranty. Just as I thought, a couple years later and the stitching is unraveling in the same area I noticed. I thought no worries…I have warranty. Well don’t waste your money on the so-called extended warranty. They work harder on ways to deny your claim rather than help! They cover less items than items they actually cover. I called to file a claim and was advised “they don’t cover stitching, only manufacturer defects.” I explained how it was a defect, but was just told we don’t cover it. When you purchase a “not so cheap” set of furniture, take care of it, and also spend extra money on an extended warranty because you’re told everything is covered, you should have the assurance when something happens, especially when it’s not caused by anything the consumer has done, it should be fixed!

Never buy a warranty from these people. I bought mine from RTG with the promise that it covers anything that happens to my furniture. My son had a party and damaged the couch. I called Fortegra, sent them the pictures and planned to have them out.

My mistake was that I caught covid and couldn't get them out to the house for a while.

When I was finally able to get them out, they then denied part of the claim because it took too long for them to come out. The part of the sofa they did cover, they authorized the part that wasn't damaged, and I am still fighting to get them to cover it properly. I would highly recommend against ever using them.

Horrible horrible experience . Took a Lyft to get to the Rooms to Go store for a mattress that should was on sale .That was totally a bait and switch .

Purchased bed , and frame . 2/21/2022. Delivery 3/11/2022. Order number

# [protected]. Delivery guys set it up . The next day it started squeaking .

Tried the online customer service . They kept telling me to take a picture of the “ “problem area” . Replied that I couldn’t possibly take the bed apart . I told them the order number so that would give the the order information .

After days of emails , I called customer service . The girl gave a date of April 13. ( note this is one month later ] I received a phone call just 2 days before and the customer service girl told me there wasn’t any “repair techs “ in the area . She suggested I just get a replacement . So we made an appointment for 4/29/2022 .good grief. I just received a voicemail and the girl said someone will call me a few days before . But I could call them with the number given . I did call and apparently the telephone number has “ technical issues “. . What ? They just called me an hour before. This is ridiculous . ..let’s hope this will get resolved soon . Terrible .

Paid $500 for RTG recliner in sept 2014. The seat cushions are still form and the reclining mechanism works fine. However the “pleather” has cracked and peeled. I find pieces of it on my carpet and the chair is now unusable. I realize it’s 7.5 years old but this is a second (vacation) home only used 4 months or less each year. (The property has no renters.).

This recliner fabric is substandard.

Emailed a complaint to roomstogo customer service a few months ago about part of my sectional not attaching to the rest of the sofa, the legs on the chase never touch the ground, and a few scratches on the leather (I sent this email as soon as my sofa was damaged). They emailed me and told me to send pictures, I sent pictures and got an email saying they will further investigate, and I did. Some time passed and I checked my emails and saw that asked me to send a picture of the complete sofa instead of sending a picture of the area that was damaged. I sent a clear full picture, then received an email sating that they were unable to help me because it had been over a year since I purchased the sofa and needed to contact FORTEGA and file a claim. Mind you, a good amount of time had passed since I contacted customer service. Then I filed a claim with FORTEGA and they denied my claim because I did not contact FORTEGA immediately? Wow. Now I still have a broken sofa and FORTEGA will not help me. Thanks for nothing FORTEGA and roomstogo!

I recently purchased a 3 piece sectional at the Lafayette, LA location. I wasn't sure about the length of one of the pieces but thought it would fit. The sectional was delivered and I could tell right away that it was too long on one side (couldn't walk between sofa and wall on that side) so I called the store the same day of delivery to see about exchanging the long side for another short sided chaise. I was told that the manager would not let me exchange it and there were no returns. I was not told this in the beginning and never thought to ask. Every other furniture store I have purchased from has at least let you exchange furniture if it was within a certain time frame. I am furious that I am now stuck with furniture I can't use. When I asked if I could just purchase another short chaise separately, I was told yes but it would be another $999 for it. I already spend almost $3,000 for the sectional. I love the 2 pieces that fit correctly in my living room but its ridiculous that they refuse to let me exchange this one piece. I am not even asking for a refund for the price difference. I just want my living room furniture to fit correctly and functional. This is in no way directed to my salesman (he was great) but to the manager who refuses to help out in this situation. My furniture still has the tags on it!

I got a couple stains on my couch - not a big deal. I got this little red and white bottle from rooms to go - which was given to me by the rep to only use for stain removal. I use the product and it left a white bleach looking stain over the top of the original stain. The rep pushed me to get the warranty - saying they will come remove anything. I set up a claim and they told me that if the stain was caused my rooms to go cleaner we will not come clean it. I said stains are in the warranty it doesnt say what kind - they declined the claim and now im stuck with a couch I bought 6 months ago with stains that im supposed to be covered for and that I didnt even cause. I want the couch clean or the couch coushins to be replaced and then I want my money back for the useless warranty on all my furniture that I might have it on - and full not prorated since it hasnt even been the full 6 months.

Eisha ali

[protected]

purchased furniture 1yr and 4mths ago; is in a home with 2 adults who are only there approximately 7-8 months out of the year.

We are now having issues that seem very much to be manufacturing defect --padding on side armrest is literally falling/slipping downward and you now feel the 'wood/board' behind the padding--it is not 'flattening' it is literally falling/slipping down with an obvious slope from top to bottom of armrest.

But RTG states: "Only cover issues for 1 year" and extended warranty states: "Do NOT cover ANY issues with padding/foam/core'.

Our issue with these replies are:

1) furniture is not old enough or used enough to be having these issues (as in wear & tear)

2) RTG should stand behind their products and not just hide behind their 1 year warranty on something defective

3) No one will even give the courtesy of looking at the items to see the issue is not wear & tear

4) RTG representative literally agreed that we were '[censored] out of luck' on this issue...

We purchase a living room set a dining room set and a bedroom set from Douglasville GA Rooms To Go. We since then had serious paint issues with the dining room set along with other issues. They sent a tech and told us they have had issues in the past with the manufacturer on this issue so we could select another table or swap it out for something different. We were too afraid to take the same table since the given circumstances. Unfortunately this table we selected was one of the most expensive ones they had so there was little to chose from that we like and they wouldn’t offer us a refund. We thought this was terrible. So we settled on a table and threw in a side table but we still were too low. I asked if they could give us $200 back to make up the difference in the end and the girl named Michelle told me flat out NO. I asked for a manager. She told me NO. I asked for the recorder number she refused to provide it and she refused to provide me with her last name. So here we are. Still no solution . Thousands of dollars given to a company that knowingly sold me a furniture they knew they had issue with and refuse to give me my money back. I would never buy from them EVER again!

We bought a 5K sectional sofas that comes in 3 parts. They delivered them on 3/19/2022. The first two sofas came in boxes and the 3rd one was not. So I asked the delivery guy if the 3rd one was in a box assuming they took it out of the box outside and he said “yes”. Next thing I saw, he was taking pictures of the sectional that was not in the box and told us to call customer service and to have it replaced. Noticed that this sofa looks used and somewhat dirty. Out of curiosity, me and my husband checked our the front camera and at approximately 10:59-11:14, the sofa was not in the box when it was still inside the truck. Also, showed that the delivery guy with his 2 helpers were cleaning the sofa. First off, why did the delivery guy lied that the last one came in a box? and second, even if they took the sofa out in a box inside the truck, why were they cleaning it? And third, why would they deliver us a used or dirty sofa for the amount of money we paid?

FORTEGRA SCAM !

One star is way to much for this scammers.

DO NOT BUY THIS SERVICE FROM ROOMS TO GO IT'S SCAM !

EVERYTHING IS NOT COVERED.

NOTHING IS COVERED.

DO NOT USE THIS SERVICE IT IS PURE RIPOFF.

Small peeling on leather cushion is not covered.

Salesman (Sales Person Name: SMILEY BERNARD (055220) )

in ROOMS TO GO mislead me to buy that service , saying :" You are covered 100% for any type of damage, for 3 years!"

BULL.

I bought a 7 Year ago 2ti3 Year in I realized the handle befallen off I am so up set because I don't sit in the sofa 7 time I use it for decorating they told it was leather it was not

We purchased the insurance product to cover our dinning room table we purchased. A couple weeks ago my daughter laid a hand sanitizer bottle on the table and it discolored the table surface.

We made a claim and it was denied. "hand sanitizer is not covered." Please show me where it says that in the warrantee docs. It does say the documents do say that it covers all liquid damage. Please tell me why I purchase this again. I sooo want my money back.

I wasnt even able to use the insurance product once before being denied.

I purchased a living room set totally over $2800 by Internet sales from Lee at the Baybrook store. He was ver nice, patient and efficient salesman who I would refer anyone to.

I had to wait over a month for my furniture and only received partial order on 2/12/22. The purchased powered reclining loveseat and a manual reclining sofa and coffee and end tables. I have not had any problems with the loveseat in which I sit on daily (it is my space); however, the sofa has been malfunctioning since received and has been replaced 3 times, which means I had to TAKE 3 DAYS OFF FROM WORK TO BE AT HOME FOR THE 4 hr WINDOW. Not to mention the lamps came a month after the furniture, so that was ANOTHER DAY of inconvenience.

I asked the customer service representative about getting an upgrade to an automatic reclining sofa which I was already aware it was a $200 difference. Since I have been inconvenienced 3 times by no fault of my own, and my automatic reclining loveseat has given me no problem, I felt this was a good decision. Knowing there was a price difference, I was prepared to pay some of it, but honestly believe that the company could absorb some of it because of the hardships caused. Everytime they had to make a new delivery I HAD TO TAKE A DAY OFF FROM WORK TO BE PRESENT FOR THE 4 hr WINDOW TO RECEIVE THE SOFA REPLACEMENT because I live alone.

I was granted authorization by the customer service representative to “reselect ” but was told they could not authorize discounted price difference and was told to speak back with the store. After contacting my salesman Lee, he forwarded me to his manager Brenden. As I explained the situation to him over and over again I began to get very frustrated because he kept saying that I would not be charged a delivery, restocking, or other fees. I responded by saying, that I shouldn’t because I have already paid those fees initially. He kept saying the same thing as if I was stupid. He said he could not discount the price difference so I asked to speak to his boss. Upon doing so he gave me a name “John “ and said he was out of town for the week. When I asked for an extension he told me they didn’t have extensions and I had to call corporate at the 1-800 number. Since John was unavailable, I asked for his superior and he would not give me any information and kept telling me to call corporate at the 1-800 number. I had to step away from my job AGAIN to have this useless conversation with an idiot.

My initial experience with Lee was great, but it has been HELL every since, having to SIT ON HOLD FOR LONG AMOUNTS OF TIME WAITING ON CUSTOMER SERVICE AND TAKING OFF DAYS FROM WORK TO BE AT HOME THE 4 HR WINDOW TO RECEIVE THIS SAME SOFA THAT HAS BEEN REPLACED 3TIMES!

Imagine my frustration, then having to deal with the rude and ruthless manager about this situation. I am very disappointed in the way this company has handled this situation. I also can’t help but wonder if I lived in a different part of town and my skin was a different color would I have been treated better and fairly. As I told the manager, I too am a professional of customer service and I know how the corporate world is run, I’m not some little black girl trying to get over. I am trying to get what I paid for and some retribution for my inconvenience by your company several times. I have already filed one complaint, and I will continue to file them with every avenue possible because I do not want this to happen to anyone else.

So again on 3/1/22 delivery was a complete fail! Again, I have missed another day off from work and received nothing! After asking about a previous delivery, the guys decided to check the sofa before bringing it into the house and found that it too had scratches/peeling on the right side of the sofa. After speaking with Ezzie in customer service who was very nice, but no help at all, I now have to wait for a tech to come out for the sofa. I DO NOT WANT MY BRAND NEW SOFA PATCHED TOGETHER! I don’t know what part of this no one seems to understand? I purchased this set because my last sofa peeled a lot! I know your leather sofas only have Italian leather where the skin has contact, therefore the part where this scratch and peel is located is not real leather and it will keep peeling. I will follow the process, but at the end of the day, I am so sorry that I purchased from your company because I feel like no one there cares now that my money has been paid. Your company is getting over on me and I will keep complaining here, and to the BBB until someone will hear me and act in my interest. This is the second email today that I have sent and I will attached a copy of the first one below.