Rooms To Go
Reviews and Complaints

We ordered furniture from the Ft Myers RTG to be delivered to our second home in Jasper, GA. We chose the delivery date to be July 1. My daughter took off from work to be home for the delivery, and we arranged for 2 burly guys to come and move the furniture out that we were replacing (they came the day before delivery date) We were to be up there on vacation starting July 3rd. The morning of the delivery date, we received a text from RTG saying our delivery date was July 8th. This was NOT our delivery date! I called right away, and was told that the delivery date had been changed on June 12th, yet NO ONE bothered to let us know that the date had been changed UNTIL the date we were to receive it. My 90 year old mother in law was coming with us on vacation, and we all had nothing to sit on for a week. I was told I would be "compensated" for my inconvenience, but when I received my furniture and called the manager about what would be done, I got nothing. The salesperson called me back and asked about the furniture...I told him what had happened, and he said he would get the manager to call me back. It has now been over a week and still no phone call. I was going to be replacing the furniture in my home in Ft Myers and was planning on using RTG, but I will not be doing that. The lack of care or concern with my experience has left a very bitter taste in my mouth. RTG has forever lost my business. My order number was 24069614S.

I ordered an adjustable base after being told the base would work with my bed. They delivered the adjustable base and then said it would not work. I asked to then return the adjustable base since they lied and said it would work. They said they do not take returns for the adjustable base. The base has never been used and not even touch my anyone but Rooms to Go employees. So I am stuck with a $700 adjustable base that I cannot use and cannot return. TERRIBLE IN-STORE AND PHONE CUSTOMER SERVICE!

BUY BEWARE…..
During my purchase of the Renzo Dual Reclining Sofa and Loveseat, I received exceptional service provided by a Sales Representative named Jim. The problem began during delivery on June 21, 2019. I received by merchandise 30 minutes after the promised delivery timeframe of 4-8pm. The delivery guys unloaded the items and ask if we could verify the package items prior to assemble. After set-up we were asked to make sure everything was good. During this process I noticed the left armchair on the loveseat and the sofa were not securely attached/connected in place as the other pieces to the sofa and loveseat as though the track was bent during insertion not allowing it snapped into place, so of course I questioned this with the delivery guys. They responded with "I'm not sure", but we can write it up and request an exchange. I began to take pictures as proof of delivery for my records, and the delivery guy asked if I could forward the pics to him as well. The next day I made a call to Rooms to Go in Dunn, NC, and spoke to a Sales Representative in reference to the condition of the new merchandise I purchased. The Sales Representative informed me he would relay this message to the RIG (Customer Service Department) to contact me concerning this matter. I never received a return call for several days, so I contacted the Customer Service Department and explained the situation to the CSR, she informed me that she could send out repair in a confrontational manner. I responded with "no malm", I paid for new merchandise and that is what I expect to receive. She then said, "I could put in an order for a new left armchair for the dual loveseat and sofa for Saturday, July 2, 2019 between the hours of 4-8pm". After taking off work early to make myself available for delivery, the merchandise arrived approximately at 6:30pm. The delivery guy asked if I would verify the items ordered prior to set-up just as the previous delivery crew did during the first initial delivery attempt. I followed the delivery guy to the truck to view the items and noticed they were wrapped in a navy-blue dirty quilt and what appeared to be some thick clear tape, as though the items were picked up from a previous customers home due to an issue of some sort, then delivered to me. So, of course I declined delivery and questioned this with customer service. I was informed by customer service that some of Rooms to Go merchandise is removed from packaging to allow room on the truck for additional items to be delivered. I told the representative I do not want furniture placed in my home wrapped up in dirty quilts with no knowledge of where this furniture had been, nor do I know where the quilts have been. I paid full price for new package furniture and that is what I expect to receive, nothing less. The representative responded with "so you want new package furniture", I said yes. He informed me that the earliest delivery date will be July 13, 2019. I received my delivery today and once again DEFECTIVE MERCHANDISE! I drove to the Rooms to Go in Dunn, NC where I initially made the purchase to request a refund on this order that I have yet to enjoy in my home I was told they won't let you get a refund. This entire process has been frustrating and a complete disappointment! The first picture shown below of a missing piece is what was left in my home along with the other defective pieces by your delivery crew.

I called Rooms To Go on July 2nd and waited for 20 minutes on hold and then hung up. I called July 2nd for 25 minutes and then hung up because I had family in town. I called back in July 3rd ( my delivery date) and after 20 minutes spoke to someone and asked that the driver please call 30 minutes before arrival and I will make sure I'm home. I received a call from Rooms to go while I was enroute to take my mom to the doctor and was told the driver was knocking on the door and no one was answering. I then called The 20 minute wait line again and was told not to call back until Friday eveningJuly 5th and hopefully they can get me my furniture within 2 weeks...WHAT! I told Customer Care that I had asked that morning for a 30 minute window because my original window was 2-6 which was perfect. Her answer was sometimes we can't get ahold of our drivers. Wow, seriously.

Have only had chair about three years and am still making payments on it. It was not a cheap chair. The right side arm has broken on the chair. When I called was told it was only warranted for one year. Ask if they could help me out in any way and was told no. Now I am stuck paying for a chair that is not even usable. I have spent a lot of money with rooms to go but the quality of the workmanship is very cheap. Sad when a chair doesn't last as long as the financing.

I have a material protection warranty on the chairs of kitchen table set. they have been cleaned several times. ON 6/25/19 a serviceman came ( service num 2900795) to supposedly clean my chairs. This time he just took pictures. We spoke to Emily and Mr Carlos her supervisor on 7/2/19. We were advised to get chairs cleaned professionally on our cost before chairs can be rebonded and reevaluated. They could not provide in writing this policy. we would like our chairs replaced as expected per the warranty. we are taking this route of this written complaint before contacting the BBB.

Endia Johnson PItts

email: [protected]@hotmail.com
ph [protected]

I have already brought a complaint to customer service. We bought a sofa from my daughter for her birthday it immediately started having problems. As I stated, that complaint was made to customer service with no results. PLEASE DO NOT purchase furniture at Rooms to GO. The furniture looks great in the store with their beautiful decor but when you get it home you quickly realize it is low quality. Then you think Customer Service will take care of it. Well THEY WON'T! We were told by customer service that is you so much as treat a stain on a cushion you have voided the warranty. They will do NOTHING!

To reschedule a delivery due to delayed move in date, customer service said I won't have my furniture set until early August. And there's nothing I or they can do about it. She just told me where to cancel my order with Rooms to Go. It's always something with them. Over 2k spent on furniture with them and they can't do anything for me? But I was going to have it in 2 days originally.

My daughter paid $4000 for a bedroom set that was to be delivered today. We the driver said no one was home when he went to the door witch is a lie because he never knocked on the door because if he had the dogs would have barked mon stop. So she was told her order would be put at the end of the rout! Well she took the day off of work and waited for hours and at 8pm tiny was told on delivery! So she will be sleeping on the floor for the next few days till she can take off work to be home for hopefully a delivery. NEVER WILL WE BUY FROM THIS COMPANY AGAIN BECAUSE OF THE WAY WE HAVE BEEN TREATED!

My sofa/love seat/chair when delivered was damaged on 6/13/2019. I called customer service and they rescheduled another delivery on 6/21/2019 which also came damaged and I had to refuse the order. Spoke to customer service rep on 6/21/2019 and she assured a manager will get back with me at earliest. Today is 6/24/2019 and still no response. Also sent an email on rooms to go website and no reply from there. Let's see if I get any response from here.

Thank you
A[censored]a Patel

The absolute WORST delivery service ever! We purchased 2 full sets of living room furniture plus a full dining set on 5/18/19. The salesman informed us that furniture was only delivered in our area on Fridays and that they would not haul away old furniture. He stated that all furniture except 1 recliner would arrive on 5/24/19 and the recliner would be delivered on 6/14/19. We hauled off all of our old furniture first thing on delivery day. I called RTG 3 times on 5/24/19 because the furniture didn't show up in the delivery window of 10-2. The first two times customer service told me that they had the wrong phone numbers in the system and that they would contact the driver and that my furniture would get here. The third call at 8 pm they told me that the driver couldn't find my house and they couldn't turn around because they were almost back to the store. After getting nowhere with customer service i asked to speak to a manager. I was transferred to Carlos. I explained everything to him and he said that there was nothing that he could do about it and I would have to wait until the NEXT Friday for delivery. He had a couldn't care less attitude. I then called the store that we bought the furniture from and the manager was actually apologetic and said he would work on it and call me the next day. He called the next day and said that he was able to prevent out furniture from being split up and sent to other customers but that we had to wait a week for the next delivery. After 7 days with No furniture in our house we started the whole cat and mouse game again with the delivery company. They said they couldn't get me on the phone and after MULTIPLE calls to RTG i ended up on the phone with someone who had the driver on the other line. I was finally able to communicate with the driver through a RTG employee and managed to chase the delivery truck down in my car. The delivery truck followed me to my house and I finally had furniture EXCEPT that one dang recliner. A few days later I get a voicemail stating that the recliner delivery date was changed to 6-7-19. We were out of town on vacation so I had to have someone stay at my house to receive the recliner. Of course the delivery never happened and later that day I received a voicemail stating that the driver had been injured that morning and the NEW delivery would happen on Sunday 6-9-19. We decided that since they were making the exception and delivering on Sunday instead of the next friday we would cut our vacation short and return home to receive the furniture...I am sure you can guess what happened next...absolutely nothing. Not even a call this time. It is now Wednesday June 12 th and I just called RTG. Customer service called the delivery company and told me that they would be able to deliver the recliner on Friday 6-21-19. They said they couldn't find a reason as to why our furniture was not delivered and no oopsie call was made. I just really can't afford to spend another day off work or missing vacation to be disappointed on a 4th delivery date! I requested that the recliner be cancelled and asked for our money back...I was informed that I needed to call the store that I ordered the furniture from. I called the store and was told that their system is down and they would call me back when the system comes back up. I am sure that I will spend countless hours trying to get my money back for the recliner that I never received..at this point I have learned to expect the worst case scenario with this company and it has really helped calm my anxiety about the whole situation. I will make sure that all of my friends and family hear about this furniture horror story and I personally will never have dealings with RTG again. Hopefully who ever reads this is smarter than I was and is looking at reviews before buying from RTG.

In August I ordered a sofa sleeper on line for my daughters birthday. It was delivered on time however it was not setup or the mattress put in place. We did that and things seemed to be ok. In December while visiting I noticed that the cushions were losing their shape and going flat. I should have complained then but we were facing a crisis in the family. Later l my daughter informed that the sofa was getting worse. The frame had split and she had to put in a lag bolt to use the sofa.

At this point we registered a complaint. In early April a representative came out and reported excessive use. This could not be true as she lives alone. The frame had to be defective. The entire sofa is a falling apart. We have spoken with customer service about the situation with no results. The sofa is a total embarrassment

Customer Service is of no help at all. This will probably be the last purchase with RTG. Their looks good in the store but does not last. Poor quality or this was a lemon.

I am still waiting to hear back from the manager of the Hoover, Al location about my 2nd delivery today, which didnt happen. Called the store left my name and number for the store manager to contact me since CSR says he wasn't in at the time I called, so needless to say i have still not heard back from the store manager whom I left word to call me.

Bought Metropolis sectional in December and it was delivered in part before Christmas and second part first of January 2019. Bought nubby gray fabric as I thought it would wear better than microsuede fabric. The sofa was delivered end of December and first seam came open on back cushion 4 months later, then seat cushion seam opened end of 5th month after delivery. Request RTG replace one seat cushion and one back cushion on which seams are splitting open.

The chair was delivered on may 31, 2019...my husband sat in the chair on Saturday, on Monday, the power for the recline was not responding, the blue light shines, but the motor is not working, after calling the store, I was informed there is no return on any furniture. ! The warranty we purchased didn't have any record of the purchase, so we have a chair we can't return, they refuse to pick up the chair and refund us, so we have to wait for someone to come and repair, which could take a WHILE. VERY DISAPPOINTED. VERY UNSURE ABOUT THE QUALITY OF CHAIR. I WANT A FULL REFUND. OVER 1, 000.00 DOLLARS AND CANT RECLINE OUR NEW CHAIR. WARNING, DONT SHOP THERE. MANAGER OF PANAMA CITY BCH STORE HUNG UP ON ME, WHILE I WAS TELLING HIM THE PROBLEM!@@

Salesperson Ben Evans at store 216 in Wesley Chapel falsely promised us our mattress would be able to be returned for a refund (minus $100 restocking fee) if we were unhappy. The mattress was horrible! I believe the mattress sold and delivered to us was not the same as the one in the showroom. I spoke to the store manager, Inga, as well as the salesperson Ben, who were both rude to me on the phone (constantly interrupted, hung up on me), and now I will be pursuing arbitration. Company acted in bad faith and a clear example of gross consumer negligence.

I tried out a mattress in store and it was firm yet soft and they showed me a twin size version of the mattress this was wednesday may 29th, 2019 the mattress came yesterday june 1st, 2019.. I swear this isn't the mattress I tried out in the store.. I slept on it last night and I thought I was spending a night in jail.. My back hurt so bad I have a stiff neck the worst sleep i've ever had in my life.. Now I can't get in contact with anyone from rooms to go but this mattress has to go! I could've slept on the floor and got the same outcome from sleeping on this mattress.. Disappointed isn't the only word i'm looking for to describe my experience at rooms to go but I know for a fact I won't be going back.

I purchased furniture from RTG on May 17, 2019. Furniture was delivered today, May 31, 2019. All three pieces were damaged. I contacted the customer service department and was told it would take another two weeks to get replacement furniture. After speaking with a supervisor I was then told the sofa was on back order and wasn't given a replacement date. At this point I am furious because I have no furniture. I contacted the salesman and was basically told well there's really nothing they can do and I needed to deal with the customer care team. RTG has horrible customer service and the furniture is very poor quality