Rooms To Go
Reviews and Complaints

The delivery drivers came on time today, but apparently there was a new worker who did not have the strength to get the dresser up the stairs. They told me they would send another delivery team to come by to move the dresser upstairs and they will leave it in the living room. I talked to a customer service representative who just so happened to call right after the delivery for an survey. I told her the situation and she assured me the manager was aware and was sending another delivery team today. I asked her a time frame because I got a link with a time frame before. she told me she had no idea about any link and that they would call me. It's later in the day and there is no update or reassurance about when a team is coming back. It took 3 weeks to get the dresser, bed and ottoman delivered, so I am not waiting another 3 weeks for someone to move the dresser out of the living room. I need an update when the delivery team will come back. I can not just sit around all day. If I have to get someone else to move the dresser upstairs I am requesting a partial delivery charge refund.

Waited 7 weeks for sleeper sofa. On day of delivery I get a text @ 4 AM (yes 4 AM) that my window for delivery is 2 PM to 4 PM with a link to the delivery schedule site.

When I click that link it says the estimated delivery time is 8:05 AM to 8:35 AM with a "delivery window" of 2 PM to 4 PM. What that means I have no idea. So I stay home all day waiting for delivery.

At roughly 5:30 PM I call the store and am told that the driver is picking up a second truck around 6 PM and I'm customer #8 on that delivery route meaning my sofa won't be delivered until approximately 11 PM to midnight. Who delivers furniture (or anything other than food) at that time of night?

I live in a condominium complex and I advise the store representative that I can't have furniture delivery trucks on the property making noise at 11 PM at night. I get chastised by the store representative for not advising them at the time of purchase that I have condominium restrictions that prohibit midnight deliveries! No one at RTG told me that they deliver in the middle of the night at the time of purchase, yet they berate me for not telling them about the condo delivery restrictions!

I request the delivery be rescheduled, but they advise me that the furniture is on the truck and that I have 2 choices - accept the midnight delivery or cancel - no rescheduling permitted! So I have no choice but to cancel. During this call I get another one from the "dispatcher" at RTG who advises me that she has nothing to do with deliveries - she's the truck dispatcher! So the RTG delivery dispatcher tells me she has nothing to do with deliveries - some real talent they have working there. The dispatcher (who has nothing to do with deliveries) confirms the approximately 11 PM delivery.

I have not received confirmation of the cancellation (even though we like the sofa and anticipated a reasonable delivery) and the credit to my AMEX card. I have now been forced - since RTG won't reschedule the delivery of my paid for sofa - to file a formal complaint with AMEX to resolve the financial end of this lunacy because RTG's policy is accept midnight delivery or cancel - no rescheduling allowed.

I have spent over $10k in the last few months at RTG only to be treated like a nuisance to their little bizzarro world.

I want proof of my cancellation or the delivery rescheduled along with a formal explanation of the "accept midnight delivery or cancel - no rescheduling permitted" policy. I have read my receipt and cannot find this policy and would welcome anyone from RTG to point it out to me.

Rooms to go CEO,

Need a credit and spoke to your customer service people Kevin on Thursday, March 11th. Everything was delivered except the throw pillow, which were on back order for 3 separate times. I did not order a package, I ordered a couch, 2 chairs and a small side table. and it was ordered as such. I was told on Wed the 10th by Marcia that the pillows would not be coming due to the fabric. So I went ahead and ordered my own. Three days later the pillows arrived. I spoke to CSR Kevin and he immediately told me he would credit my account the $250.02 for the pillows and that I could return them to the store. Your sales associate Daniella, told be they are not refundable.
If your not going to give me the credit for this Purchase number just the pillows, you can come and get the couch, chairs and side table and I will return the entire order totaling $4, 920.24.
While I was very impressed with the follow-up after my delivery from your CSR's and that Kevin was able to give me an credit for the pillow that were not going to be delivered, I'm not happy with Daniella Depew response telling me that I'm not eligible for the credit.
Please let me know when you can have a truck here to pick up the entire order. I will be taking my business elsewhere.
I appreciate Kevin and his abilities to do what was right and just.
Thank you,
Tammy Renner
19924 Markward Crossing
Estero, FL 33928

Bought less than a year ago, I paid over $3000 for a set warranty and the matching rug was told in the store was best they had on the floor. I work 10 and 12 hours shifts as a registered nurse live alone hardly ever used have had service people(had an appt scheduled in February no call no show after i took the day off to wait on them so when i called in i was told no one was in my area and i had to wait another month for an appt. when my appt 3/11/2021 came around no call to set up a time so i called customer service yet again and was told they didn't have to call to give you a time) out 2x and they bring a 1980s sweater shaver to half way get naps off couch when I call customer service was told that's normal maintenance to shave your couch i personally have never had a couch I had to shave sectional doesn't stay together cushions don't hold shape and looks like a 20yr old couch. When I told the salesman and customer service about this was told that was the appeal of the sectional to be comfortable. beware rooms to go don't stand behind what they sell. I have bought 2 living room suites there and 2 bedroom sets in the past never had this much trouble or poor quality. I can promise it didn't look like this in the showroom and I won't buy anything else there.

I ordered a cushion replacement after receiving instructions by email from Rooms to Go in July of 2020. On September 2020 I sent the order form with the check and October 10, 2020 the check was cashed by Rooms to Go. I never heard another thing, no confirmation, delivery date nothing. I began writing customer service in November and they couldn't find my order. I worked with a Karina, Charise and Melissa. Last interaction was February 2021 with Melissa, by now she had me send a copy of the cashed check for $66.00 front and back and asked which store I could pick this up at because the it was too large to ship. I responded with Lakeland store but would drive anywhere within 60 miles to get it. I never heard from Melissa again and I reached out by email about 3 more times. I have also tried calling only to wait 1 hour and get disconnected, the one time I did get through- the rep told me he could not help me.
I even stopped by Lakeland office, and they said someone would call me, they never did and that was Monday. This is stressing me out, I really need the cushion but at this point just give me the $66.00 so I can stop feeling as if the company just flat out stole my money.
Name is Debra Uccello-Florentino phone # [protected]
The last ticket # of the correspondence was 209171
The part SKU # is [protected] amount $66.00
Email address is [protected]@gmail.com

In October we met with a salesperson Kristen at the avenues rooms to go in Jacksonville Fl . We purchased $17, 000 worth of furniture for our beach home which included an off white sofa . The sofa was delivered in December but was defective and the wrong color. We called and asked for the right color it was no longer offered but we were told to pay 62 bucks and we could get a similar one different brand. It was delivered today totally different not electric not an l but an oval. We called Kirsten who told us to pay 500 dollars to get sofa back. She had in fact charge a piece from the original purchase and sent us a lower priced sofa . We called to speak with the manager and an office person said no refunds we did not ask we asked to get what we originally purchased / bait and switch as product does not match receipt. I'm sure it will cost me more as I'll have to engage my attorney

Bough a bedroom set about a week ago. The bed is making squeaking sounds. I have been calling rooms to go for three days. In addition, I have email them and made call to their corporate center 813/623/5400, they offer no help and just transfer you to customer service. Will never again shop there again this is just poor customer service.
My order [protected]

As near as I can figure, my numerical customer name is: [protected] (aka ray gudaitis). I purchased 2 recliners on 3/06/16, and was pressured into adding force field protection. Upon delivery (4/20/16) of my recliners, the lighted cup holders were delivered scratched. The chairs were returned, and waited a month for another set. (5/20/16). A second set of recliners were delivered again with defective lighted cup holders, and both chairs were all out of alignment. New cup holders were delivered, and a technician was dispatched to install them approx (6/20/16), checked the alignment and could only recommend returning them and wait another month for a 3rd set of chairs, so I just gave up. I live alone, have no kids, no pets, few visitors. The chairs take no abuse. After 4 years (I split my seating between both chairs equally). So this means my chairs have 2 years of use each. The fabric on both head rests are worn out even with the added protection. Very disappointed with $1800 worth of recliners

I bought a patio Set with all matching pieces and got all but the table 4 weeks after my purchase. I was told the table was on backorder and a date was set in Dec. for me to receive it. In december a table was delivered at 7 a.m. and it was not the correct table. We refused it but because of that I spent an excess of 2 hours trying to wait to talk to a customer care specialist. I finally found out it would have to be rescheduled for today. (1/30) The guys arrived and my husband said to leave it in the driveway because we were sick. We got Covid over two weeks ago and didn't think it would be ok to let them in the house even though we were told we're no longer contagious. The guys refused to even leave it in the drive and took off. I didn't have my table for Christmas .
Now I may not even have it for Super Bowl. I'm now on hold with with their customer service line for one hour and 49 minutes. The service with this store is horrible! Do NOT BUT FROM THEM! By the way, they've had my money for almost 3 months!
Pam P

I get bed room order # 9878164 but I received a damaged bed I try to exchange but they told me they will send the other one end of march I told them to provide me with discount they only give me $100 but I need 70% off but they refuse I am so upset for the customer service

1/27/2021 I called the 1800 customer service (third time I called because of hold times averaged 1hr 33 minutes and took several days to get through) to complain about the wear on leather recliner (order # 15334679i) I received the in December 2020. The set I bought included a recliner, couch and loveseat. I have already reported issues in December with the couch and loveseat and they will be replaced in March(earliest delivery time). The recliner, I have only sat on it about 6 times, is already pulling from the seams and the leather looks like it has aged several years rather than 1 1/2 months. My concern is with the overall appearance and wear of the leather. I called the customer service line and spoke to A. Castillo and offered to send pics, which I did. When he did not respond to my first email of pictures, I sent another email asking him to acknowledge he received the first email. He then called me and told me that he would not be able to offer any assistance. I asked to talk to his supervisor and he refused. I then insisted and he put me on hold and I was then put in touch with Rachel Baker. I explained to her the situation and she told me it was not a manufacturer issue and she would not be able to assist. I told her at that point I would be going into the store and show the pics to the store manager and ask for assistance. She told me to go ahead into the store in Richmond because she over seen that store. I told her I would be going into the Virginia Beach store and she said that was her store too, implying it would be a waste of my time. At this point, I am extremely unhappy with customer service and the quality of the product I purchased. As I said the couch and loveseat already have to be replaced and there is an obvious issue with the quality of the leather on the chair. And if I am going to have to deal with Rachel Baker each time I have an issue, well I would rather get you pick up all the furniture and offer a full refund.

There is a major problem with customer service both online and by phone. They need to investigate why customers are being left on the line for extended periods of time. This is not the first time this happened. We bought several pieces since July and never have been able to get through to customer service. If has been a constant problem. They have continued to sell furniture during the pandemic and seem to be doing quite well but they continue to use the pandemic as an excuse for poor customer service. This needs to be investigated. Why are calls going unanswered and people being on hold over an hour and still waiting.

I need to have 2 pit marks repaired on recently delivered furniture. It would be nice if you could ever speak to someone.

Order number [protected]
Jill Palmer