Rooms To Go
Reviews and Complaints

Hi, my name is Felicita Batista and I like to complaint about this sofa I love the full leather sofa but since I purchase it the seating cushions slide out I can't fix them back constantly I'm sick and old and as a paying customer I deserve what I pay for I already change it and I was please how fast Room to go help me but the problem continue I'm going to choose another sofa and for that I need your prompt answer thank you my phone # [protected] address 700 N W 111 pl apt 7 Miami Fl 33172 email Norma.[protected]@icloud.com thank you

Dear RTG,

I have submitted pictures of stains on sofa and haven't gotten a reply. Three weeks later after not hearing back from the. I tried to resend the pics to the email address they gave to me and it bounced back and said message could not be sent. I'm really upset this is the second sofa I've had issues with. I paid extra for an after care warranty. I also have pilling on the sofa and it looks like a defect on one of the cushions. Please advise.

Lisa Slater

I was given the wrong information Buy rooms to go representative online that a particular glider Would go good with our sofa. We had ordered the sofa and we were waiting for it to arrive. When I went to my laptop and was able to look at the gliders closer I realized that the material was different and it wouldn't go with our Sofa that we were waiting on. I sent an email right away requesting a refund and cancellation of the order. I was advised I needed to call customer service which I did I was refunded the amount of the gliders however for some reason I was not refunded the delivery charge. I don't feel that it is fair since I was misrepresented And given the wrong information by a rooms to go representative. I am requesting a refund for the delivery charge. The gliders were never delivered to us.

I purchased a motorized dual reclining loveseat from the Webster rooms to go in June, 2019. The beginning of August, one side would not recline. I phoned and they set up a service order. I took four hours off of work to meet with the gentleman here. He came, banged on a few things, and got it working again. Six weeks later, it stopped working again. Another four hours off of work to meet the gentleman here, who determined that the motor was bad. Really? I was advised that someone would phone me to set up a time to replace the motor or replace the entire piece. No one phone, so I called a couple days later. I was advised that it could take up to 60 days to get a motor. I explained that this was unacceptable, and asked to speak to a supervisor. The supervisor assured me that they would get the motor overnighted, and if that was not possible, she would call me back on a Monday to let me know. Monday came and went, no phone call. I called on Tuesday, and was told she was at lunch. Never received a phone call back. I called on Wednesday morning, still do not receive a phone call, so I called again on Wednesday afternoon. Finally got through to the supervisor that I spoke to, and she was full of attitude. Advised me that they would replace the loveseat, and gave me a range of dates to choose from. Since they can't set up the time in advance, I get to take four more hours off of work. In my mind, someone owes me $250 for the time I have taken off of work to accommodate fixing their crappy product.

I paid over $1700 for a love seat! And this is the type of product I get, and the type of service I receive? I will never, ever purchase from Rooms To Go again, and I will never ever advise friends or family to do it either. I will write a negative review everywhere I find to do so.

This is the first furniture I have bought in almost 15 years, and I am sorely disappointed.

I went to store to buy pop up daybed and sofa. 4 males in the back area were just bumming around 2 were sitting the others 2 were there just standing next to them just no one bothered to attend to me. As I was leaving the 2men in the office were also just goshing worse then women I couldn't not believe it! So now I have to to go elsewhere even though I saw what I liked.

We have never had an issue with Rooms to Go before.. we always pick up our items from the Brookshire location. This trip, we confirmed to pick up 1 item, a dresser at 10 am. We received a call the day before advising our item was now in stock if we wanted to pick it up tomorrow and set the pick up time fore 10 am. When we arrived ant 945, we waited with others for the doors to open. There were approximately 5 customers before us. Most of them did recieve their items quickly. We waited 30 minutes before I went back inside to check the status since many other customers that came after us were getting their items leaving while we were still waiting. After an hour wait, I spoke with a lady who appeared to be running the pick up department. She appologized, said she will have it oulled from the back, and would expedite the order. She did, however it still took another 45 minutes before someone brought it to our station. Once the forklift driver unloaded, she came and apologized again, and then apologized because the loaders did not load load it for us. She got a dolly, and brought it closer to the trailer, and my husband then completed the loading. This experience will definitely impact our decision and prevent us from any future business /referrals to Rooms to Go. It really is not good customer service to have confirmation of pick up times and have 1 hour and 48 minutes wait time... to receive 1 item. Sadly, there was 1 customer who was there before us and still there in their same dock when we left.

I purchased a couch and loveseat that was delivered in February. We rarely sit on it because we are very rarely home and the cushions on the couch (specifically the worst one is one that is NEVER sat on) and loveseat are pilling and look awful. We have a brand new custom built home and it is very embarrassing when people come to see it and see this mess. We have the insurance on it, but now after purchasing a second couch in April that is in our basement that is NEVER used except when our sons visit from out of town. This is unacceptable and I would like to have someone help me resolve this. We paid too much money for these for them to be this horrible looking so soon after purchasing them.

We ordered a loveseat and rug from Rooms to Go. While in the showroom, we asked the salesman if we could in fact switch out the pillows. We preferred the other color bc it matched better. We were told yes. All is said and done, once we receive our delivery I have to call back bc the pillows arent correct only to be told this wasnt an option. Manager was super helpful and gave us the paperwork to send in to parts dept to purchase 4 throw pillows of the other color. Roughly 2 weeks after purchasing we notice that the check we had sent in had already been cashed but every time I call to see what the status is no one sees our order, cant find our order. Honestly sounded like it was lost and no one cared really. I have been in contact with customer service over 10 times to get the order in, revive all our information and make sure what they have is correct. Finally, the lady I speak with tells me they see my order and it was just placed the day prior, around 6 weeks after after the check was cashed. Several attempts later they tell me my order is on the way, only to find out they shipped the wrong thing. We received 1 back pillow(wrong color anyhow) instead of 4 throw pillows. I honestly don't understand how an order this simple is causing so much trouble for the parts Department. Now, I am currently waiting, again, for a call from customer service to find out when my correct order will be shipped. I'm not trying to get free pillows, I just want the pillows in ordered and not the run around that I keep getting. We have purchased several items from Rooms to Go, but after this disaster I will be taking my business elsewhere.

The only company I have ever done business with worse than Rooms to Go is Dish network. The delivery process was horrible: my first delivery date was delayed, then the 2nd time they delivered, everything was damaged. They "couldn't" take the merchandise back so I had a roomful of damaged furniture in my house for another two weeks. The third delivery date (a full month and a half after I was supposed to get it) wasn't in a time frame I could be home. I talked to everyone I could about a time frame for a week and all I heard was "we can't do anything. It's scheduled only 2 days before delivery". Even though RtG had made COPIOUS errors and had me at home 1/2 a day on two other occasions, they still wouldn't work around my schedule to make the situation right... the situation that was a result of THEIR doing. They're only concerned with the moving company's schedule and customer service just read a script saying " I'm sorry" and "we're trying to help you". The supervisor was condescending and no one actually helped do anything. No one seemed to take notes on damaged merchandise and I even had to email pictures two days before delivery because no one documented it. The third-party delivery people (on the 2nd delivery date) were only concerned about dropping off and leaving as soon as possible and were awful. They literally left without a goodbye, without me signing anything, and without me knowing they were leaving. I will never waste my time shopping with them again.

I purchased a leather couch and love seat from Rooms to Go in 2014 and was told it was all leather. It has rarely been used the last four years but when we do sit on it, we can see it is peeling and cracking in the areas between the couch cushions. How could a real leather couch peel and crack like this? We feel swindled and duped. The rest of the couch is beautiful and we were told these couches would last for many years. Five years doesn't seem long for leather couches. What can be done?

My payment is scheduled for the 16th of each month . Why the hell was this lady calling me on the 16th asking for my payment. I cursed her out and told her it was harassment. I threaten her with a law suit if it happened again . Well she called a day after the payment was due . Now the worst part of this is she moved my payment to the 30th of each month . Well today is 8/31/2019 I'm in Orlando Florida under a hurricane possibly hitting . This manager called me this morning asking for the payment that was due yesterday. I said to her me and my family are trying to get prepared for this hurricane and she said ok what about your payment no kind of consideration for the hurricane. I was very angry and told her shame on you and hung up . I'm fed up with this lady and acceptance now rudeness from rooms to go . I will never do business with this company again. I will be calling corporate this is unacceptable and no one should be harassed about a payment that's a day late

They are great in the store while you are buying things but don't expect them to delivery your furniture on time nor give you a call before they get to your home. By the way, when you get the call or text letting you know they are outside, you better be ready to run and open the door because they will leave, even though they are supposed to wait for 15 min. Also, don't bother calling the driver because you will have no answer nor a call back. Disrespectful. If you are thinking of calling customer service, plan to sit on the phone for 30 min listening to pop music. Once they answer, if they promise to call you back after they find out what happened with your delivery, plan to sit another 30 min on a later time for you to call again because they wont. At they end, THEY will decide when they rescheduke to deliver YOUR furniture even though it's a service you PAID for. Yes, ridiculous!

I was told my delivery of bedroom furniture would arrive between 2 - 6 PM CT. Got a call around 1:50pm saying that the delivery was still on track. 5 minutes to 6pm no one was there. I started calling cause my wife was expecting the furniture there before she got home. I first called customer service and waited on hold for over 8 minutes before I just decided to call the store. I got a store representative and asked them what they were going to do to compensate me for my time since the delivery was late and according to them 6 deliveries to go before getting to me. They stated there was nothing anyone in the store could do but maybe customer service could help. I was transferred to customer service and reached a young man who I told my issue to and he stated since the delivery had not arrived there was nothing they could do to compensate me. By this time he told me there were 2 deliveries now ahead of mine. I asked for a supervisor and got Alana. Repeated my story to Alana and stated that I was getting pissed that I have had to wait at home beyond their "courtesy delivery time". She said that on the receipt I signed when I bought the furniture that they can delivery anytime between 7am and 10pm. So why give me a delivery span of time if I am supposed to be available for delivery from 7am to 10pm. If that was the case don't set the delivery time and I will make myself available at their convenience. She also stated that someone called me at 3:50 pm to say they were going to be late, which never happened. So Alana decided she would offer me $25 dollars or a $50 dollar in store credit. I asked her so my time is only worth $25 dollars, since I felt a bit insulted by the offer and who in their right mind would want the $50 in store credit since there is nothing in Rooms to Go for $50. (Don't bother to correct me on this if there is since I am sure it wouldn't be anything I wanted. ) After fussing with her for a bit I asked her to check the status of my delivery and I didn't accept the "generous" offer. She came back after 10 minutes and said the truck was still 2 deliveries away but they were in my zip code. Her tone was a bit condescending and I asked if there was another supervisor I could speak to. She said there was no other supervisor there and I told her to have one call me tomorrow. It is now 2:16pm next day and I have not gotten a call back from them. To end the story, the furniture showed up and hour and a half later and when I asked the delivery guy why he was late he said his fully loaded truck broke down and it took him 2 hours to load unload and load another truck. After that my heart melted because if they had told me in the beginning there was truck trouble I would never have gotten so angry. To see the guys struggle getting my furniture up the stairs to my bedroom was sad. I am not angry with the delivery guys but I sure am disappointed with Rooms to Go and the delivery company on their lack of communication while things were going wrong. Funny they sure knew my number when they needed address one of my requests associated with guys walking on my carpet without booties and if I had any issues with my furniture. Unfortunately I have another piece of furniture that won't be delivered until November from them since it wasn't in stock. Hopefully I won't have the same experience. If I didn't actually need that piece to finish our bedroom suit I would probably cancel the order. Rooms to Go, just know I will be blogging in some other forums like BBB about my experience. Worst delivery experience I have had to date and Customer Service was a waste of time. Should actually be called Customer Disservice.

I spent $3000. for furniture and I requested a delivery date which was open The date was open so I bought the furniture but the problem is that they made it for the following week. I told the sales lady 3 mothering$%#@ times that I needed it for this weekend. I called the store and got customer no-service listen to the call message it directed me to change it on line so I went to the web site, the web site had a message that it was able to do this. I called back customer to no-service again and have been on hold for 1 hr. on one phone and on the other I did the call back option. WHAT A F&%$# A JOKE! I did eventually get someone on the phone, What the hell kind of people does this company have working for them.. I thought you should treat the customer with some kind of respect. I thought I called the wrong number.. So let me get this straight, Rooms-To-Go-To-HELL is more then MOTHERING#$#@ happy to take your money but after that they don't give a [censored]! My advise to you if you want to buy furniture from this company you are better off buying some wood and making it yourself. If I ever treated my customers like this I would be on the side of the road begging for money.

We ended up getting a phone call from the delivery office in NC last night (Jamel R.) at about 9:45 p.m. He asked if we wouldn't mind having the delivery workers come this morning because he was still currently at an install and would be at least another hour! To my disbelief with the whole situation, I agreed because it is not appropriate to deliver anything that late to a customer.

When the two workers arrived this morning at 7:30 with the replacement beds he opened each box of items and we went over them together. I cannot believe that they were in worse condition than the set we already have! (Although you stated to me that the second delivered set is in better condition than the first set usually, which was a very puzzling statement to me) I have attached pictures of some of the damage on these pieces. He advised me to decline delivery because of the poor condition of the furniture and contact you all again.

It is so unfortunate that this whole situation has transpired like it has. I am requesting Rooms to Go to discount the original flawed purchase and I will not be accepting another faulty delivery from your company and going through all of this nonsense. I will take this to a higher level also as it has been all so unacceptable from the original purchase being defective, to Lisa in customer care telling me i couldn't speak to a manager and no one could do anything for me and then hanging the phone up in my face, to the non-communication about the re-delivery times and a completely wasted day (taking off work) and that when contact was finally made about the re-delivery it was at an unacceptable hour of the night, to now this morning the second set being defective!

This is an urgent matter and I expect resolution immediately. Rooms to Go should be embarrased at the quality of their furniture and at the quality of their customer care associates (Lisa).

I am looking forward to your and upper managements contact.