Rooms To Go
Reviews and Complaints

August 27th my merchandise arrived except the silver thread headboard/footboard/rails did not have all the parts. The young man stated someone will reach out to me and setup the bed. That was Thursday. No calls. Monday, August 31st I decided to call customer service and after the young lady asked for my number the call was disconnected which meant I had to call again and wait another 20-30 minutes. I decided to call the location where I purchased the merchandise and the young lady stated she would email customer service and someone will reach out to me in 3 days. That never happened. I even sent an email to customer service with a reply stating they received, that was a week ago. No responses still. This has been an ordeal. I reached out to corporate 2 days ago, Sept 9 requesting to file a complaint. I was transferred to customer care. I immediately hung up and called back stating I do not wish to speak with customer care. I was than transferred to presidential where I left a message. A young man called stating he will overnight the items and provide his contact info if there any concerns and someone will setup the bed the day the items arrive. Well I never received his contact info and I have no clue if someone is coming to setup my bed.

I left another message with presidential today, Sept 11th about 10:49 am. A woman returned the call 11:09 am kept stating McClain and when I stated McCrae she immediately stated oh wrong number and hung up.

My bed is still disassembled with my mattress on the floor. This is appalling to have to go to such extremes especially when the issue was created by Rooms To Go!

Disgruntled customer,

Kecia McCrae

Reference Order #94984031 old address 1357 Chardonnay Dr., Hou. Tx 77077.
I anxiously waited for 2 Barstools to receive since July 17 and once received I was disappointed in how they were poorly painted, discoloration and few scratches noted in the attached photos for the amount I paid for these chairs. One of the chairs did not swivel freely due to a small gap. I am impressed with the quality of the wood itself, but there is no excuse for the other defects. It has been a challenge trying to contact Rooms to go. On 2 occasions I waited 22 minutes trying to discuss my issues. In the past I have been pleased with my purchases from Rooms toGo, but this time I am dissatisfied and disappointed. The hold time is ridiculous to resolve such small issues. My resolution is to provide a credit on my purchase because it took me to long to get the product and the cost and time take it apart and returning it.
Thank you
Ualterlease Herod
[protected]
New address 4814 RedWing Brook Trl, Katy Tx 77449

I purchased the Cindy Crawford edition leather couch, reclining with matching chair. One of the reasons I bought from you thinking I would not be cheated. Okay I waited till now and my couch is 5 years old but why all of a sudden I'd the leather pealing off in the sides. Not to mention, when you sit in it it's a whole that you sink in. Really disappointed, I just purchased a bed and wonder if it was the smart thing to do, will I be sinking in the bed within a year. Thank you for listening.

About 2 months ago I purchased a bed frame from rooms to go. When I installed the bed frame my wife started complaining of bites and constantly being itchy the next day, and i kept telling her its probably mosquitoes bites, when we will be outside. I always hire a pest professional before the summer and come back every other month to treat my lawn and house. But she was constantly complaining for these past two months mind you we have not gone anywhere due to covid 19, and if we did it was to the grocery store and back always took our shoes off before entering the house and placed are clothes in bags before putting them to wash. Yesterday it was where I found the problem bed bugs! in the back board of the frame I purchased from rooms to go. I searched everywhere else like my dresser furniture and night stand no signs of bed bugs, but just on the backboard. I called customer service and they say its not there problem its environmental issue in which they don't cover. I kept explaining to them. How when I treat my house all the time and covid 19 still around I have not gone anywhere but being home, and taking precautionary measures in the safety of my family. I never had an issue with bed bugs in my house till now.

A big disgrace and a big shame dealing with customer service at Rooms To Go. I have ordered from them several times for kids furniture.. Will admit the quality of furniture is absolutely a disgrace. Unfortunately, at certain times when you have limited money to spend this is the go to place.

I recently ordered a sofa during the whole COVID-19 crisis. Customer service never answered the phone, customer service never responded to call back requests, and customer service is now charging me restocking fees for merchandise that was turned away because I had called to cancel weeks in advance.

I requested a refund of the restocking fees several times and I've gotten the same, ridiculous answers over and over. They obviously do not care about customer service nor do they care about keeping customers happy. I will never order from them again.

I am concerned with the quality of my furniture bough back in 2016. The couch springs are worn out on one side. We are a working family and use our furniture on nights and weekends. There is no way a couch should wear out in 3 1/2 years. The quality of the furniture is below average. Rooms to go refuses to do anything about it and refuses to replace or repair the furniture. The furniture is not of good quality.

I ordered 2 power transformer for 2 chairs
$44.00 eash. Over 90 days ago I sent a money order in along with a parts order sheet. They have not contacted me. I call
Multiple times. They said they would have to get back in touch with me. I requested my money back and I never heard from them since. This is $88 to my lost. If I don't hear from these people in a couple of weeks I will have Channel 2 on your side in the news.

Hello,

I am not one who will use her precious time to write to a business about their products or services. In fact, this is my real first-time to ever officially file a complaint against a business.

I placed an order on 02/28 with an ETA of 03/09 and reconsidered my purchase, contact the center on 03/08 to have it cancelled. Only to learn at that point from one of your regional care representative, that I should have called 3 days earlier to avoid penalties. In this circumstances, I will not expect a partial delivery (less the delivery charges of $250). I desperately attempted to inform her that I was not aware of such policy only to be told that it is written in their website. What a disregarding answer! is that required that your customers read your website content prior to purchasing online. Well, that also is news to me!

On the morning of 03/09 sometimes after 9.00 am EST, I initiated a call to the Care Center to see if a delivery was still possible given that the items were already loaded on the truck. The agent left me to believe that messages will reach the distribution and eventually the driver. She even confirmed that the order was not cancelled in the system so a delivery was still possible. I called off work and started expecting the delivery. Uncertain of the timeframe and needing a second validation, I recalled the number few moments later and spoke to another agent who confirmed the communication about a "today" delivery was sent and that I can expect it between 1-5. I was excitedly waiting for the delivery until 4 pm strike, I called again to confirm and was promised a call back which came about an hour later asking me to contact them back to get the delivery rescheduled.

The lack of consideration is unacceptable, the inconvenience calls for some form of compensatory action.

I called again few minutes ago, and got the same regional agent who first put in through my intention to stop the order. She bluntly ignored everything that I had went through yesterday and did not even apologize for any of it. She kept repeating what she had told me when we first spoke on 03/08 as it was the only thing that mattered in my experience.

I am a Rooms-to-go card holder and I am so very disappointed that I don't want to be part of your business anymore. I was also told that there is no manager I could be transferred to voice my frustration? I never heard of anything like that in Corporate America. I was given the generic Internet sales email as a reference. I am hoping that someone with decency and consideration for customers will read my message and follow-up accordingly. I am disappointed at this purchase and deeply regret it. In the meantime, I am already paying bank interest on the $1, 300 charged to my card.

THIS IS NOT FAIR.--

Unacceptable customer service. I am not one for writing a review however I am in total shock of the lack of customer service and defective product. We purchased a Lanzo couch set the end of July 2018 it is currently the beginning of March 2020. So less then 2 years ago, a few days ago the motor stopped working in one of the seats on the couch. I contacted customer service and spoke with Jordan Anderson for explained that my warranty had ended a few months prior and he suggested I find a furniture repair store to fix the electrical manufacturer defect in the motor. Considering the couch is not that old and we have purchased other large pieces of furniture from them and are still paying for the quite expensive couch you would think they would value your business and want to fix the issue warranty or not right? They are not willing to fix the part but did remind me I am still responsible for the payments on the broken couch or my credit score will plummet. I did not ask for a new couch or a refund just simply value your customers and fix issues with products that are manufacturer defects for the price of the couch it should work with no issues for several years. Unable to get resolution I made a report with the better business bureau and now this complaint as well. I am just having such a hard time understanding why a company would not want the products they sell to be of quality . Very unhappy and will not purchase anything from them in the future or recommend anyone I know purchase products from them.