Rooms To Go
Reviews and Complaints

I am a snow bird in Florida. I purchased a recliner 12/17/19 with an extended warranty. The fabric is worn far above normal expectations. When I filed a warranty request they said is normal wear and tear. How can this be if I only used it 8 months at the most. I hope Rooms to Go resolves this matter and has a satisfied customer. Unlike how I feel right now.

Attention Rooms to go Customer Service.

Your service has been flagged as horrible, re: order # [protected] for $2471.64 for two pieces. An SLA breach has occurred repeatedly. Delivery / Service / Reschedule day of? That's Horrific in retail if you want to continue with Tremendous Competition and online choices!

We waited until you could get the pieces, shortly after delivery noticed the flapping Day bed Storage bin. Super Poorly made. Stripped and not sturdy. Shameful.

Getting Service was horrible as you are as understaffed as your stores have no inventory.

I expect you to go out of business.

I'm just documenting this as I go up the chain of executive command as my team is researching emails and contacts and we will hop on social media shortly as we are disgusted with Waiting for a Tech today, No call yesterday.
And some lady calls to tell me, after I rushed home from a surgical doctors appointment to meet the technician at the agreed upon Window from 10 AM to 2PM?
I get a call after 10 AM.

No one can take a call to assist and correct from your customer service group.

Your call back service is backed up or a Failure.

Please advise as I am pushing this information out now as we speak.

I expect a telephone call and a technician here if the Bin doesn't need to be replaced all together.
561.289.6333

Shameful for a Furniture retail store that used to care about their quality or reputation.

The Salesman, Brian Sargo was stelar good at assisting us and very nice but of course he is unreachable.

I can go to the store after I get some traction with my publications until I reach the correct person.

Thank you.

Very Sincerely,

Mike

Michael A. Kessler
561.289.6333
[protected]@comcast.net

I had a sleeper sofa delivered and December of 2019 and as a result of the pandemic I called rooms to go with concerns that the mattress cover for my queen size sofa bed was actually a twin size mattress they gave me they told me because it had been over a year there was nothing they could do about it even though it was still in the package even though they delivered the wrong size they said there was nothing they can do shortly after that we used our queen size sofa bed which fell apart within 2 days I have been on the phone for 5 hours trying to reach rooms to go to get this resolved I have an authorization number since I purchased the insurance on it and still cannot get through either by virtual them calling me back or me calling them back so very disappointed ☹️

Your are the worst company I ever know
I have one month waiting for my kids bed to be delivery, your store keeps sending the bed incomplete this is frustrating I am still waiting for you to do your job right I am still missing pieces 😡 this is the fourth time that the delivery truck came to my house this is awful, I never going to buy anything at your store again and none of my friends will for sure.
I gave you a bad review for this, I am tire of you all.

Too long to explain. I would like a return call to talk about my poor and flat out avoidance to fix my problem. 7 weeks later still waiting for a corrected bill and total. To this day I do not have a invoiced bill. The store manager Brian Franklin has not helped our problem he makes it worse by not returning calls and then he told me he would resolve it by Friday and call me to correct it. 6 days later no call again. My first 4 calls to him went unreturned the 4th call I said in the message I will be calling corporate if I didn't get a call back today(surprise he did call then but did not follow through once again. NO call back !
Thank you,
John Conlan
[protected]

We purchased a sleeper sofa and have been trying to get ahold of service for months. The bed does not lay flat! No one ever responds whether on the phone, email, chat or otherwise. We also purchased the service contract which covers mechanical and manufacturer defects. I called their number ad it just goes to the rooms to go line which, again, never responds. It's fixed so you can't possibly talk to anyone EVER! I'm considering getting our attorney involved for principle sake but I'm so exasperated at this point the only thing I can think of is to recommend that you NEVER PURCHASE ANYTHING FROM ROOMS TO GO unless you have inspected it before receipt (which, of course, is impossible!)

They have to have the MOST HORRIFIC customer service in the UNIVERSE!

I have purchased an electric sofa recliner. The item is covered under warranty.
I have tried to call customer care center with no luck speaking to someone.
I have emailed share@roomstogo.com indicating the problem with the sofa. I have supplied the order # and photos of the damage. I got no response from the customer care center. I also emailed customerservice@roomstogo.com with the same details. Getting no help from anyone.
Item purchased at Rooms To Go in Ocala FL. Order # 23625371 Phone # 609-502-0624

Contact information
Philip Halscheid
3242 Orangedale Ter.
The Villages, FL 32163
Cell # [protected]
Cell # 609-502-0624
Email Address [protected]@cmcast.net

Do you know what passing the buck means. Well these entities are the best. Or should I say the worst. My next step is an attorney. First off I was not told a thing about a warranty purchase. They just stuck it in my 6100 dollar payment. Ok so since I paid for it I tried using it when both my manual recliner love seat broke and my manual recliner sofa broke within 6 months of purchase. What a damned joke. The only resolution I will except is a complete replacement of both the couch and the love seat with electric

Purchased leather furniture from rooms to go from Vero beach store knowing that the areas you don't touch are not leather 4 years ago, we are here only 3 months a year .
The leather part of the couch is in perfect condition but the areas that are not leather are peeling and falling off in flakes. We called rooms to go and got a phone number for the online complaint . I called it and was put on hold for hours no one answered. I tried three times with the same results. Rooms to go seems to be avoiding this issue.

Order# FL26527723I
Megan Young
Phone number:[protected]

Ordered a server hutch for delivery with a 10-3 delivery window.. I had an
ETA of right before 10am and kept watching the live status updates tracker.. I receive a text that my delivery is 21 minutes out.. I had already left from work because I only live 10 minutes from work. But, right when I get this 21 minute text I also get a call from the driver stating that he is already there.. so I let them know I am 10 minutes out and will let them know when I'm there.. I also then get a call from another number asking if I am home.. I again state that I am 10 minutes out and will be there soon because I did not expect them that early and the response both times is ‘Okay'!.. well I get there and try to call them to let them know I am home and even walk to the front gate to see if they are there..
nothing.. the numbers that I was called from all go to an automated service that puts me on hold for an hour to talk to anyone... never did I receive a call from the delivery driver stating they were leaving and when they would return(or if they would return).. I understand if they couldn't wait but they could have let me know they were leaving and when I might expect them back(or if I would expect them back) I wait for 3 hours because my delivery time frame is 10-3..
Stupid me thinking they might just move me down the list.. once I finally reach customer service they let me know I am no longer on the list and that the driver will contact me to let me know IF he can deliver to me.. this customer service has been the absolute worst experience I have ever experienced..

Today April 2, 2021 our couch and queen size bed and mattress was supposed to be delivered between the hours of 7am -11am. The driver never showed up. He said he was at my house but no one was home which was a lie. He actually went to the wrong house he went to Bay Meadows instead of BaySprings. My car was in the driveway never left. The customer service, dispatch team and the internet sales have been very rude and no help at all. The driver never even contacted my husband or I. We live on a military installation which majority of the houses all look alike. They asked me if I had a black door with a white screened door the door is a storm door. They asked if I had a black bucket and a Hi sign on my door which I do not. The driver never came back and dispatch said they don't have to make him. They tried getting ahold of his manager and they would call back and they never did. I am not without furniture and a bed. We waited around all day until 5:30pm and NOTHING! Absolutely horrible horrible service. Never again. I have canceled my
Order which the girl hung up on me twice. Her name was kierra. Rooms to go needs to do better with their customers. This is NOT ok especially when I'm spending over $3, 000.00 on furniture!

We purchased our living room set on 11/07/2030. The sectional, chair and a half, side tables, rug and ottoman were delivered on the correct day. The legs on the furniture are plastic. During the building process which takes place in your living room, the ottoman was broken. They said they would get us a new one out asap. A couple of months and a ton of phone calls later, we get a new ottoman. We knew the coffee table was back ordered. Today, I take my third day off to get this furniture and these guys are slapping this table together on the back of the truck. They bring it in, put it on the floor, snap a picture and leave. I sit down and examine the table and surprise, the bottom piece is ruined, they messed it up putting it together and the laminate is ruined. I've had enough. I want something done about this and not just a new coffee table. We paid 3280 for furniture that should be picked up off the side of the road for free and we've lost money staying home for two extra deliveries, now it will be three. I will be going to our local store in Greenville where we bought this mess and see the manager and I will be posting on the BBB site. I have never experienced this level of incompetence. These are delivery guys, they are obviously not trained to assemble furniture. And if I had wanted do it yourself furniture I would have ordered from IKEA. And, yes Rooms To Go I have contacted customer service and of course as usual I am awaiting a call back.

I ordered several pieces of furniture, most won't be delivered until May. One piece which was in stock I needed ASAP. a LIFT recliner. My husband is in the hospital with a staph infection, they had to remove his knee and replace it with a plastic spacer. He's should be coming home Mon. 3/29. Will be on an antibiotic drip for 6-8 week. Not sure when he'll get his knee put back in. Meanwhile he'll have this plastic thing and have to keep his leg straight. The chair was to be delivered 3/20/21. They delivered the wrong chair. Ord # [protected]. Next delivery date was 3/27/21 Ord # 26467742EX, it was so damaged they didn't even take it off the truck. I called my sales rep. who said that was another dept.. I spoke with Becky Nead at cust. svc. [protected] and Wed., 3/31 was the earliest she could give me. When I asked about the ware house putting a damaged piece of item on the truck in the first place her reply was, that wasn't her dept. I told both of them, they better make it there department. Someone needs to take some OWNERSHIP AND RESPONSIBILITY. Maybe I should have the hospital keep my husband in the hospital and bill Rooms to Go for the additional days because I do not have the equipment here he needs. He's at UF Health Leesburg Hospital [protected] if you'd like to make payment arrangements. After 2 screw up, I think you owe me some kind of compensation for the frustration you've put me through.
Siri Rossman
[protected]
[protected]@gmail.com

I bought this set. 2 two piece love seats and 1 three piece. one of the love seats was damaged upon opening the box. The driver said he would report it. I spoke with cstomer service and arranged for a replacement.

Well today the replacement arrived and it was more damaged than the original. What struck me as odd was when the delivery guys showed up today the recliner was already assembled wrapped in plastic and then blankets.
Unlike the first delivery the guys opened the boxes, unwrapped the seperate pieces and assembled them in the house. I instantly thought this looks to be refurbished. And sure enough after inspecting before they leave we discovered the defect.

Customer service tells me that the recliner is on back order and would'nt be delivered until May 29th. But I could feel free to use the broken one until the new one comes. Which lends credence to my point that there are no new ones so you sent me a refurbished one. I am really insulted by this considering how much money I spend with Rooms To Go.

I took off from work twice to be here for the deliveries. When I don't work, I don't get paid. Now I will have to take off for a third day for a delivery.

I have atched pphotos. Photo A shows the good recliner, and photo B shows the defective one.

3 failed deliveries due to damaged products. This is unacceptable & I WANT MY MONEY BACK! Come pick up this substandard rooms to go furniture.

We have travelled from Tennessee THREE TIMES to receive this furniture. Every time it is damaged. UNACCEPTABLE!

Claim no. [protected] was denied due to "not a vendor caused issue". The frame of my couch cracked and the leg to a chair cracked. When the technician came to my house he made it very clear that there was an issue with the quality of the furniture. I have bought overt $20, 000 in furniture from rooms to go and have always bought an extended warranty. This is the first claim i've ever made and your organization has made it unbelievably clear that you are in the business of getting warranty money and denying claims with no resource to the consumer. I will never purchase your extended warranty again and will make sure to file complaints everywhere possible so that other consumers do not make the same mistake of purchasing your extended warranty.

I had a technician come to my home on 3/11 where he determined that our mattress qualifies for a warranty replacement. He told me that customer service would contact me in 4 to 5 days to take care of the replacement...that has not happened as of day 11. I called customer service and chose option (2) to leave my phone number twice and never received a call back. I am now just waiting on hold and am at 26 minutes. Rooms To Go clearly does not care about their customers. Why spend money on advertising and nice stores if that will not help you keep customers.

Rick Hedges
25906 Sundrop Meadows Ln.
Katy, TX 77494
[protected]

It is impossible to sleep on the Cindy Crawford sleeper sofa because of the bar across it in the middle of your back. It is extremely uncomfortable. You cant sleep at all. How is this being resolved? There have been numerous complaints about this crossbar issue online. RTG is aware of this problem, please advise.