Rooms To Go
Reviews and Complaints

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.

on 11/06/2021 i purchased a bedroom set for my teenage daughter. She was absolutely mad in love with the bedroom set.

at the time of purchase RTG informed us the delivery would be done in 2 shipments, one delivery on 12/15/2022 and the final shipment of the daybed on 03/16/2022.

the delivery of the dresser, mirror, mattress, trundle and bunky board on 12/15/2022 was on schedule as promised. Nicely done RTG.

but today 03/16/2022 when the daybed was to be delivered i received a call notifying the delivery has been pushed out to 08/02/2022. That is August 2022. that is 9 months after purchase.

and this is after i have received text messages notifying me the delivery would be between 9AM and 1PM. I received the final txt message at 1136AM asking me to reply with confirmation that i would be available for the delivery.

at 1144AM i received a call from RTG notifying me the delivery of the daybed has been pushed out to August 02 of 2022.

Seriously? 9 months wait on a bed delivery? C'mon. That is totally unacceptable. I called Customer-no service. Kept hearing excuses after excuses after more excuses and being told, sorry, if we don't have the bed, you cannot get it today. And there is nothing we can do. WOW! i could not believe what i was hearing after i have waited for 4 months already.

they kept telling me i can "re-select." Well i don't want to re-select. We purchased that bedroom set because that was the one we liked at the time.

Needless to say, is that i have cancelled my order and asked them to come pick up the items they have already delivered.

i have asked for a full refund. i did not get the warm fuzzy from RTG that they were trying to make this unhappy customer a happy one in any way.

i have another 4 rooms in the house i need furnished. needless to say, is that I WILL NOT go back to Rooms to NO-GO.

not to mention that what really makes sad the most is that my daughter is coming home from school today expecting her new daybed to be here waiting for her. What a disappointing experience.

order# = [protected]

order# = [protected]

I purchased the Cindy Crawford living room from ROOMS TO GO in Jensen Beach, FL on 10/13/2020 and it was delivered 12/2020 and it is already falling apart. The pillow cushions are flattening and the fabric is worn. All the seams on the couch cushions are falling apart. I am very dissatisfied. I even spent the extra money on the extended warranty. I was informed that the seams ripping apart are not covered in my extra warranty because it a manufacturer problem. Rooms to go informed me that their is nothing they can do for me. I would like to share my dissatisfaction with Cindy Crawford, however, there is no way to contact her.

I purchased your extended warranty and splurged for a 2K sofa. Feb 2021

In Jan 2022 I contacted Rooms to go because there was a snag (almost like someone walked across w/a zipper) in the back of the sofa

I sent pictures to Fortegra

You did not have availability until Feb

I scheduled a flight and flew out for the appt in Feb

Your employee came out and said he cannot repair it in the home but we would have to schedule to have it repaired in the stop. We discussed how long till they call me, how long in the stop, how he would fix it etc.

I never received a call or email (of course)

Flew home on March 5

Called Fortegra and Rooms to go. Fortegra says that they will not cover it and R2G says your employee's actions are not their fault. Both keep blaming the other...Telling me to call Fortegra and them telling me to call Rooms to go.

I will be filing a claim w/the American Arbitration Assoc against both companies if I do not have a resolution and proper customer support. https://www.adr.org/Support

1 - The claim was submitted prior to the one year warranty in January

2 - I don't care who fixes it but your company needs to be responsible for your employee's actions. Please feel free to call him to verify this information.

3 - I have spent over 8 hours and 8 phone calls on the phone with this issue. My time is just as important as yours.

4 - I have even offered to pay for the repair at this point.

I purchased your extended warranty and splurged for a 2K sofa because I wanted something durble. Feb 18 2021

In Jan 10 2022 I contacted Rooms to go because there was a snag (almost like someone walked across w/a zipper) in the back of the sofa. Clearly, there was a fabric malfunction. Either way I purchased the warranty.

I sent pictures to Fortegra

You did not have availability until Feb to come and repair the sofa. Took a vacation day to wait and entertain the visit.

I scheduled a flight and flew out for the appt in Feb

Your employee came out and said he cannot repair it in the home but we would have to schedule to have it repaired in the shop. We discussed how long till they call me, how long in the stop, how he would fix it etc. He was wearing R2G uniform.

I never received a call or email (of course)

Flew home on March 5

Called Fortegra and Rooms to go. Fortegra says that they will not cover it and R2G says your employee's actions are not their fault that the employee spoke out of term. Both keep blaming the other... Telling me to call Fortegra and them telling me to call Rooms to go. I have tried the volley back and forth 4 times and neither will accept the other's faults. Your CS has now even tried to tell me it is over the one year mark... I started this process in January, waited for your appt, you were supposed to call me, never did and now I am chasing a response. I have emails and evidence that the claim was opened in January.

I will be filing a claim w/the American Arbitration Assoc against both companies if I do not have a resolution and proper customer support. https://www.adr.org/Support

1 - The claim was submitted prior to the one year warranty in January

2 - I don't care who fixes it but your company needs to be responsible for your employee's actions. Please feel free to call him to verify this information.

3 - I have spent over 8 hours and 8 phone calls on the phone with this issue. My time is just as important as yours.

4 - I have even offered to pay for the repair at this point

Cindy Crawford Sofa purchased March 2019 from Rooms to Go, sales rep pushed purchase of extended warranty purchased from Fortegra. In early 2021 sofa started sagging in center, when looking under sofa the main wooden support was cracked. Called Rooms To Go snd Fortegra, claim filed. Inspector came out to look at sofa, said could have been weak and finally just gave way. This sofa almost solely used by one adult in family weighting less than 170lbs, besides sagging middle sofa is in excellent condition. After numerous weeks called Fortegra to see what was being done, they said it was not manufacture defect, so was not covered and claim had been denied. We asked if not manufacturers defect then what is it? No response. Sofa was delivered by Rooms to Go and is in same place where it was set up, and has never been moved. Now could a board in a sofa break if not manufactures defect? no children in home, no rough use. Fortegra and Rooms To Go SCAM people with this coverage, absolutely ridiculous to cheat people out of money and not cover clearly a product defect. If I was Cindy Crawford I would want my name off this product.

I found a hairline scratch perfectly straight near the very back of the right arm. I called and was transferred from one department to another. The couch has a lopsided feel when you sit at the end. I wanted to return the whole set because customer service is not interested in resolving this. I paid cash for the furniture over 3K. Customer service could not be worse.