Rooms To Go
Reviews and Complaints

I purchased a 3 piece sectional in 2017. They replaced the whole set in July 2018. The loveseat material is starting to split again like it did the first time. I have only had the loveseat since July this year. They will not do anything because its been past a year since I bought the original set. That set was set to have had defective material. It was replaced in July 2018 and one piece is cracked and splitting again. They warranty back to the original set only. It makes you think the replacement set is probably seconds since they won't give it the same year guarantee as when you purchase from the store.

A temperpedic mattress was purchased in september on a rooms to go credit card, that started to sag, only after 3 months and let me add it was not a cheap mattress. Had a big ordeal trying to get a tech out to look at it, tried to get time frame that was acceptable cause of my job 3 times and was told they would call me 30 minutes prior to arrival but they didnt. I finally got the tech out there and im now waiting on results. I am so frustrated with rooms to go that I will not recommend them to anyone. I am not happy at all!

I bought this beautiful set in October and I received partial furniture in November 24, 2018 the dresser was broken.
They tried again December 1, 2018 to delivery guys broke the dresser by scratching and ripping my kitchen floor and leaving scratch marks through my house.
What kind of delivery people do they hire? Again they tried delivering for the 3rd time December 7, 2018 but what happens they break it outside the house because the delivery people are on the phone or not paying attention to what they are doing. I have had enough.
I want my money back and floor fixed as soon as possible. I have been patient long enough.

I purchased a leather living room set in July, 2018. I purchased from the showroom the salesperson was excellent in helping me out. I picked out what I thought I wanted. It was Aug before I got it because of back order or out of stock. Once I received only had it a few weeks when I started noticing that it didn't look like what I saw in the store. I contacted the salesperson and she told me to contact customer service and I did. They were really nice about helping me. I went in an exchanged it for anther one this one was also leather, what a bad mistake I've only had this one about 2 months and it looks like I've had it for years. I noticed a lot of wrinkles and creases. contacted customer service about the back cushion on the recliner and they sent a tect. to my home to try to get the wrinkle out bad choice She only made it worse. I stress about this every single day. My whole living room looks bad due to this. I don't really know what to do. I really thought rooms to go was a good place to go shop for home furniture. I even recomended to a couple of friends. I really wish I had chose maybe I should have went with upholstery. I read other people complaints and some were similar to mine. I just hope I didn't waste my money in these hard time, I first went to Schewels and Furniture Mart here in Roxboro but instead I drove to Durham. Thanks hope to hear back.

In November 2010 we purchased a living room and dining room set from Rooms to Go. Six years later, the backs of the sofa cushions and sofa started to disintegrate. We are snowbirds and only use the furniture for 5 months of the year . Last year I tried sewing on fabric to cover the crumbling material, but this should not have happened. We should be compensated for the inferior materials RTG used and the work and materials required to cover the falling apart cushions.

Visited Rooms to Go in April 2018 and decided to purchase a sectional for my new place that I would be moving into in June. Set up delivery date several days after moving in. During delivery and not seen until 2 hours after they left, I noticed a tear. Called customer service immediately and they rescheduled a delivery for 2 weeks later. However, I started paying for my item in May. Made 3 payments totaling $527.28 plus their charge fee $50+. Attempted to call to pay off within my 90 days and could not get through to their office. A few days later the phone calls started. And then they started calling a friend. Interesting how I could not get through to make my payoff in time. So now, Latrice with Acceptance Now is telling me I owe $2, 000 for an $800 sectional. I asked what gave her the right to violate my confidential information that she gave to my friend in regards to my debt. The Fair Debt Collection Practices Act protects me as the consumer in giving that information out. The only purpose that she could call my friend was to get contact information. So I filed a complaint with Acceptance Now - corporate office - ticket # 0962262. I was to receive a phone call from a district manager - Hamilton within 48 hours. He called and we discussed the conversation I had with Latrice regarding giving out my protected information as well as her behavior in threatening me - to come to my work place and her obnoxious statement that she repeated 10 times - YOU VIOLATED YOUR CONTRACT and then hung up on me. All went quiet until 11/07/18 when my friend said he was receiving daily calls from Latrice. And that he had spoke to the district manager. Now I owed $1, 500 and they would settle for $450. Unbeknownst to me my friend agreed and set up a time to meet at the local store and pay $450. He went at the agreed upon time where Latrice was not there. My friend paid the $450 to a white heavy set woman who told him that my account was not settled and a receipt would be sent to me. Meanwhile while all this was happening, and I was made aware I had called the corporate office and a new ticket was filed - 0999614 I spoke with several different people and then to an Elaine - employee id 188573 who was part of the escalation team. She informed me that a regional manager by the name of Robbie would call in 48 hours - that did not happen. On November 13 the phone calls started again, I received a phone call from Hamilton the district manager. He acted as if we never spoke before. I said to him... why are you calling? He stated I am calling to resolve payment. I said to him stop playing games, that my friend had been in to the store last week and paid the settlement. I told him I had nothing further to discuss with him and that I demanded to speak with his supervisor. I called the corporate office again... spoke with Keisha - employee ID # 233587. She informed me that Elaine never escalated the issue however it would be now. So now I am waiting... waiting on the phone call from Robbie.

Resolution: $450 was paid on 11/7/18 - post it and my account is settled in full. Restitution for violating Fair Debt Collection Practices Act - not only to me but to my friend as well. Latrice and Hamilton should be reprimanded, if not fired, for their deceptive and deceitful practices.

Bought couch and loveseat set from rooms to go. Worst product ever. Cheaply made. Had to replace the couch after a few months, and yet a little over a year later, the couch is back to looking like it was from a dorm room, same with the matching loveseat. The Bonita Springs couches are cheap. DO NOT BUY THEM. The stuffing is cheap and does not hold up. The arm rests HURT and are sharp. The wood frame protrudes and is just plain uncomfortable. The cushions do not maintain firmness and within a year you will be sitting on the frame wondering - "why did I buy this crappy couch" The back cushions filling sloughs to the bottom and is misshapen all the time. You will hate the look of these couches in any room within a month... and good luck for Rooms to Go to help you out! You can go round and round with a technician to "repair it" but when it comes to stuffing not holding up and just overall cheaply built furniture. There is no saving it. I want these couches refunded in full.

My wife and I purchased a red bonded-leather sectional from rooms-to-go on SR-56 in Wesley Chapel, FL about 3 1/2 yrs ago. The sectional was very nice, but from the 4th month, the sofa started cracking and peeling its "skin" from the material. Since then it has been degrading to an embarrassing point that we no longer invited friends over because of the sofa's condition. This product was obviously defective, because this sectional is no longer available at the store or online. Attached are pictures of the sectional.
We would buy a replacement from your company, but it would have to be deeply discounted for dispensation from this defective product.

I purchased the sofa during the Labor Day Sale. I received the sofa a month later. One of the pieces was ripped on the bottom. The delivery men said they would have a new one delivered in one to two weeks. Three weeks later I called to inquire about the delay and was told that they would deliver it on November 7th. The window of time for delivery was 9-1:00, which requires time off from work and then they arrived close to 2:00 with a replacement for the wrong piece of furniture. When I called to discuss my frustration I was told that they were sorry and the correct piece should arrive on November 16th, two and a half months after I ordered it...Not at all please with the customer service.

I purchased a sectional sofa set 7/2017 asked if we wanted to add extended warranty that covered if the sofas broke or got damaged in any way, I said yes ... I was charged and under the impression that I had this warranty.. now a little over a year I'm told I only purchased a warranty for stains? NO the sales person explained what was covered and now I'm told I didn't purchase it! SUCKS because here I have a year old sofa set that I need to have fixed or replaced! I did have them come out last year and they did nothing about them.. smh FALSE ADVERTISMENT ILL NEVER PURCHASE FROM THEM AGAIN!

Date of Incident: Friday October 19, 2018
Client Number: unknown

I was given a 4-8pm delivery window. I had my mom get off work early and wait at home for the delivery. She gets a call that the delivery won't take place until 6-10pm because they were running behind. So the driver and crew didn't make the delivery until 10pm. As a consumer I felt it was disrespectful and unsafe for my mother to allow three men deliver furniture at that time of the night when I couldn't be there. My mother did make an attempt to cancel the order and got a huge amount of pushback from customer service. However, a rep advised that I can request a refund on the delivery due to the inconvenience and window not as agreed upon. My mom called the local store and talked to a Patti/Paula or whoever was taking calls around 7pm on 11/2/2018 and they didn't ask for any of my information, just asked what time they came and said if they came at that window then there is no refund. As a last recourse instead of contacting BBB and filing a complaint I decided to reach out directly to the company via this complaint site. All I want is the delivery charge to be refunded. I would also like to recommend or provide feedback that the delivery guys should have something to cover their shoes when entering a customer's home. This is the 2nd time they have stepped in mud or debris and tracked it inside my home. I look forward to hearing back from you with a favorable resolution. Thanks for your time.

On August, 26th, 2018, my wife and I ordered a king size bedroom set along with 2 of the Bed-Gear pillows from the Rooms-To-Go located on 9901 W. Broad St, Glen Allen, VA 23060 for our new home. The set came with 7 pieces but we ordered an additional piece which was a matching chest. Prior to placing the order, the sales rep that handled the account told us that we would receive the chest a few days later than the rest of the set and we were fine with that.

When the 7 piece set arrived, we noticed that there were gouges in the headboard leading to the headboard being replaced along with cracks in the rails and found defects within two of the six drawers that came with the dresser. When customer service called, we informed them of the issues and they assured us that someone would come out to our home to either replace or repair the damaged parts. When I asked about the status of our chest, we were told that the delivery date for it was scheduled nearly an entire month out.

I informed the customer service rep of what we were told by the sales agent and she apologized for the mishap and suggested that we contact the sales associate that handled the account...and that's exactly what we did. After speaking with him, he told us that it was a mishap and that the chest would arrive within another 2 weeks as opposed to a month. We weren't necessarily happy with that time frame since we were told it would be delivered a lot sooner but being that the chest was needed, we went along with it.

When the chest arrived, the bottom left side was broken and 2 of the 5 drawers were sticking to the point where one of the delivery guys had to literally yank it open. Pictures were taken. The delivery guys said that they would report the damage to their superiors as well as customer service so that they could replace the chest. Meanwhile, they suggested leaving the broken chest with us just in case we chose to use it for storage. I explained to them that the chest is mainly for my wife and that I seriously doubt she would use it but they insisted.

Later that day, I received a phone call from the Rooms-To-Go customer service department and I explained the situation to them. The rep explained to me that the soonest they could deliver another chest was two weeks. Keep in mind, this news was very upsetting especially since we had already been billed for all of the furniture. This news was especially upsetting to my wife because the chest is to be used for her clothes.

Two additional weeks later, the new chest arrived and unfortunately, it was also in awful condition. For starters, the back of the chest looks like it was dragged across concrete. Secondly, the backing of the chest is warped on both sides. One of the drawers has a chip in it and to top things off, there's a huge scratch on the top of it which leads me to believe that no one is inspecting the furniture before it is packaged and delivered which is absolutely ridiculous. I have taken several pictures of the damage and so have the delivery people. I actually watched both chests being taken out of the box so the fact that both chests managed to leave the factory in that condition is mind boggling.

What is even more ridiculous is that I received a phone call that day (10/23/18) from customer service. I explained to the customer service rep that I was in the process of leaving the house to pick up my kids from school and asked if she could call back after giving her a quick description of the damage. She told me that she would give me a call either within an hour or the following day. Well today is October 29th, 2018, and I have yet to hear from her or anyone from that department.

Keep in mind that I have lost quite a bit of time from work because of this and also keep in mind that this is a piece of furniture that we were supposed to have received back in the middle of September. We are now heading into November and my wife and I have yet to receive the chest that we have already begun paying for. With that being said...this is absolutely unacceptable. This is our first time doing business with Rooms-To-Go and we already have a laundry list of issues we've encountered.

-Misleading salesman
-Factory defect w/headboard
-Cracked side rails
-Factory defect w/drawers for dresser
-Chest delivered w/crushed base and sticking drawers
-Second chest delivered w/scarred top, scuffed back and warped backing
-Customer Services failure to follow up
-Nearly a two month wait for a single piece of furniture

The sad part is, we even considered buying a dining room set from you as well but after this, how could we?

The reason I am writing to you today is because I'm hoping that someone on the other end has a heart and is willing to make this right because this is simply bad business. Being perfectly honest here...the chest should be on the house especially after missing as much work as I have had to due to meeting with repairmen multiple times along with additional delivery dates that ended up being a total waste of time...not to mention the amount of time that my wife has waited just to be able to store the rest of her clothes. We just closed on our new home this past August and this is certainly not how we had planned to spend our time.

In short, we would like to continue to do business with Rooms-To-Go but something has got to give. Below are some of pictures of the damage. Once again, I hope that we can find a resolution so that we can move forward and continue to do business with your company, but at this point, a mere refund just wouldn't do. You will find my address and contact information below.

Sincerely,

Alex Ayala III (Home Owner)

8443 Newbys Mill Drive
Chesterfield, VA 23832
Tel: [protected]
Email: [protected]@gmail.com

I went to the rooms to go website and ordered two barstools online. After the third day of using the chairs the screws fell out of one of them. Put the screwback short story the screws keeps falling off both chairs. I've made multiple phone calls and I keep being promised that someone will get back with me. I have called about 4 to 5 times and no one ever returns my call. I will never shop rooms to go again and I am disgusted with the product I received. Both barstools are in bad shape because the screws keep falling off and our maid very very cheaply. My phone number is [protected] thank you

I ordered a dining set and was scheduled for delivery for today, 10/24/18, between 8:00 - 12:00 a.m. At 9:30 the delivery driver called me and said "I can't get up the mountain, do you have a truck?". I told him that I did not have a truck and that is the reason that I paid an extra $150 for delivery. There are 3 ways to "get up the mountain" and he took the absolute worst route. I told him to go back to the state highway near the interstate and that there would be no problem getting to my home. He said he needed to call me "right back". I then got a call from his dispatcher stating that he said he couldn't get up the mountain. I told her that if he would go to truck stop next to the interstate that I would meet him in 20 minutes and show him the way to my house. She said okay. I left work and got to the truck stop but he wasn't there. I tried calling him but he would not answer. I then went to the next exit thinking that maybe he got confused on the location. While driving I called customer service again and waited on hold for 15 minutes. After giving my order number and explaining yet again my situation, I was told that they would have dispatch to call me. They never called me! I waited for 30 minutes then tried the driver again. He answered and said he was at another stop and didn't know if he could make it back to me today. I then called customer service back after having wasted almost two hours from work to be told that I would have to reschedule. I told him that was not acceptable and that I wanted to speak to a manager. The manager told me that they could not endanger there drivers trying to get to my home. As I was talking to him, I was following behind a freightliner Wal-mart truck going up the "SCARY MOUNTAIN"! I explained this to him and he did try to help and emailed the delivery manager. He returned my call but I missed the call and he left a message stating he was sorry but it could not be delivered today and if I needed a refund as I stated in the previous conversation that I would need to call him back. I have never purchased from Rooms to Go but with this kind of customer service, I am surprised that they are still in business! I would give 0 stars if I could!

A salesman took off my warranty on a couch I brought. I brought a loveseat, chair and couch. I brought a 3 year warranty for all the pieces. I have paperwork said I did. But today I found out I only had it on the chair and loveseat. I brought the set. I decide to upgrade the couch to all electric. And the salesman didn't put the warranty on the couch. And he didn't tell me this..It's his Fault. Can I get any help on get a warranty for my couch.

10/18/2018 Waited ALL DAY for a delivery. Offered 2 numbers for contact. NEITHER were called. Cannot get delivery out to me for an additional 5 days! Ethan, a manager, would not escalate my call - told me he took all calls for the CEO of RTG and he didn't have a boss to report to... that is obviously FALSE. His whole demeanor was VERY unaccommodating and on the verge of disrespectful. Offer absolutely NO assistance but to deliver in 5 additional days! UNACCEPTABLE!

I purchased my entire house through rooms to go spent over 10k in January 2017. About 1 week ago my sons bed frame cracked from underneath. The leg broke and the 1 piece of wood that holds all the slats in place cracked. My son is 70lb. This should not have happened on a 1yr old bed. I called and was told that because it's over a year old there was nothing that can be done. I think that's crazy. Either it was not put together properly or it was a defect. I would like someone to either fix it or send me a new frame. I spent a lot of money in rooms to go. I know you make a lot of money and I would hate to think that your selling crappy furniture that could just break at anytime.

Placed the order online, a living room set and a dining set as well. It took a month for delivery, when the delivery truck got here, I told them that because the entrance door is small and the house has a narrow structure that it wouldn't be possible for the furniture to fit through the front that it will only fit if we bring it from the side of the house. They basically said no, that they wanted to bring it through the front we told them again that it wasn't going to fit and even went as far as telling them to just leave it out, and we'll get it ourselves inside, as soon as we turned back they started loading everything back into the truck, meanwhile they were making jokes about two gay guys living in the house, really? Called the warehouse and lied saying the nobody was home to answer the door, so they had to leave, so to call back to reschedule the delivery WOW! Really? this is how much they care about their customers like they advertise? specially when they have you waiting on the phone for half hr and the freaking recording keeps bragging about how much they care about their Customers.
Finally got to speak to a representative and then was transferred from one department to another, and of course, the person who answered the phone didn't know what to say. Just told them directly to cancel the order that we don't want anything to do with Rooms to Go, she basically said very calmed, Ok No problem, we'll cancel the order, anyways It hasn't been charged yet.
Never Again !will do business with this people, Got my rooms to go card and shredded in pieces.

I purchased a dinette set about 6or 7 months ago, I noticed that the table top looked damaged almost like it had been sitting outside in the rain or something; it was to the point where you can push down on it and the wood look to be splitting. I called customer care because it has been under a year since I purchased it. They sent someone out to look at it the guy only took pictures and said someone would contact me. I got a call days later stating the table has water damage and its nothing they can do. I do wipe the table off but I don't understand how it can have water damage. I don't know if the wood is just poorly made but to not do anything after I spent 8or $900 and it hasn't even been long ago is a rip off.