Rooms To Go
Reviews and Complaints

I purchased a king size mattress for and had a deliver date of 10/4/2018. My had our son and was expected to return home with our child. The delivery driver called me 7:55am from [protected] and told be that the mattress was extremely dirty and that 'whoever' loaded the mattress tore the mattress which was the dirty to get on the mattress. He assured me that after speaking to his delivery manager that they can have another mattress delivered the following day. Customer support called me and advised me it would take 48hrs to return the mattress then send another - obviously to balance their inventory. I spoke with the manager at the Pembroke Pines location who showed little to know concern. Couldn't guarantee another date for 48hrs and told informed be it would take 4days (48hrs for return and 48hrs delivery )to process another order. I proceeded to ask for a refund and I was told that would also take 48hrs to even get that back. Meanwhile my wife who just had a baby is supposed to be without.

My wife and I spent $1800 on a new bedroom set from rooms to go in gulfport ms during the last week of september. The bedroom set got delivered approx 5 days later. Now when I say the bedroom set got delivered by no means do I mean all of it. First off it came with the slates of wood that we told the sales woman at the store 3 times we did not want. It came with missing hardware and the big dresser actually had a hole missing for the hardware in one of the drawers. We contacted the store to tell them what happened and was treated like I was a liar when I told them about the missing hole and missing hardware along with delivering stuff I didn't want nor ordered. I was told that it would be 3-5 more days to get the hardware in and then they would send out a service tech to come drill the hole and install the hardware. So, another 5 days later the technician showed up to drill the hole but had no hardware. So he said as soon as the hardware shows up to call him and he would come back out! 4 days later the hardware finally showed up! Woohoo right? Nope! Wrong freaking hardware! All of our furniture came with the little round knobs and the hardware they sent to replace the missing hardware were the long rod looking hardware which does not match! Soooooo we call the store again once again we were treated like we were liars! My wife was actually told that can't be correct ma'am. Really? No [censored]! The person "helping" us proceeded to tell us that the entire set is suppose to come with the rod style hardware when clearly. Even on their own website it has round knobs! So she begrungly says I guess we will have to order you the round hardware I guess. It's gonna take another 3-5 days! So here is where I am at! I am gonna need someone from corporate or someone that knows what the heck they are doing from the
Gulfport ms location to contact me no later than 5pm on friday, october 5, 2018 to come up with a solution to my absolutely horrible experience that my wife and I have had other than "I guess we will have to order you the round hardware" and we just sit back and wait another 5 days to see what other f'up gets sent to us! My name is jim guedry and my wife's name is lynnette guedry our numbers are listed below. I need someone to completely understand that if no one contacts us by tomorrow I will personally spend hours upon hours ea day blasting rooms to go in gulfort on social media until I feel I have at least cause at least half the aggravation that that pos store has caused me and my wife! If that doesn't catch there attention, I will literally spend enormous amounts of money to ensure that the local community of gulfport and biloxi knows where not to shop for furniture in the future! I know I can't stop everyone from shopping there but I will be certain that everyone in the surrounding area knows what garbage service the store provides! Then once i'm satisfied with that, I will burn the bedroom set and make sure that my over 5800 followers on my facebook page thru my company watches as I burn it and go live on fb while I do it and then I will go straight to luckies furnture where over the past five years have paid over $7000 for furniture from them and would gladly spend another $7k with them tomorrow because of the amazing service they provide! Y'all should be ashamed! Hope that someone attempts to rectify this horrible experience by 5pm tomorrow or game on! That's a promise!
Jim guedry [protected] cell
Lynnette guedry [protected] cell
Waiting impatiently!
Email - [protected]@gmail.com jim
Email - [protected]@live.com lynnette

They told me my time frame was 12-4pm Oct 4, 2018. I called at 1:30 to check on where the delivery truck was and they said he had only 2 stops. After 3 more hours of waiting we called again and they said that he was delayed and that he had 4 more stops...which doesn't make any sense AT ALL. And I was then told the time frame was from 4-8pm. At 5:30 we called again to check and after all this time at sitting in a car for hours because we have 2 babies, and they house electricity isn't cut on because we have not moved in yet, they then tell us that it will be delivered tomorrow between 7am and 11am. They said they called to inform us about the entire day change AFTER WAITING FOR HOURS but we did not receive a phone call. We are not satisfied AT ALL with the communication or delivery organization.

I finance a sofa set, and a dinning set at the Cutler Rudge Florida location. The sales lady name us Alexandra she told me great your approved, I ask how much are my monthly payments she tells me you will receive a letter in advance with that information. Since my husband was in the process of buying and closing on a property he couldn't finance it under his name. We told her this and she told us to come back to the store everything is done so he can finance it under his name. We go back one month later and the sales lady Alexandra tells us that she never said that, so I'm stuck with paying high interest rate and at the end if the day I was lied to so she could make a sale. I don't recommend this place to anyone, they are a bunch of rip off and liars.

I recently purchased a complete bedroom set. The date of delivery the dresser arrived with a big crack on the top, and the worst of the delivery was that the sales person neglected to ad to the order the bed frame. Therefore, the date of delivery they could not put together the bed. So I got on the phone with customer service while driving to the store where I made the purchase only to be told that it was too late in the day for them to do anything. I therefore, had to take another day off of work for the exchange of the damaged piece and the frame they forgot to include in the order. I have been a long time customer of Rooms To Go, but I can guarantee you, this will be my last purchase.

The reliability and customer service of Rooms To Go has really taken a huge decline.

We bought a dining table on August 30th and we have not received yet. We have been struggling to receive our package, this is the third time that we were told that we will received and yesterday (September 26) we did not receive our package complete. We only receive the end table that we also bought the same day. After several calls, we were told that we will receive our dining table package until November 14th.
I cannot believe the system they have on this company, we even ask for days off at jobs to be present for the delivery, because they time frames are hard for people who work.
I was also told on the store at I10 (San Antonio) that they do not have the customer service phone and I should wait more for an answer to know what is happening.
The lady manager on the I10 store is very rude, when a costumer has questions or do not understand their terms of paying, she get angry and start being rude making gestures to client as they were dumb, I cannot believe they have her as a manager.
I will never buy anything on rooms to go and I will tell to the people never buy something on this company.

Had 1 piece backordered the first time. Also the delivery guy damaged a piece of my existing furniture on the way in and just said oops. I was going to let that go, but then they brought my back ordered piece was damaged. They left it, and someone called to schedule for them to bring a new one. Which means more time off of work for there half a day window for delivery. This time they called to say they were 30 minutes away, but they never showed up at all. Again, more time off. After damaging my existing furniture, going through all of the rescheduling, etc. they should have at the very least refunded my delivery charge. They offered me $30, then $50. I said no to both. I would like my full delivery charge refunded to me. They were supposed to call me back, but I have yet to hear from them. I tried to call them and was told again they would call me back. Still nothing! I am so disappointed! I have bought from them on several occasions, and never had this kind of service. If someone doesn't make this right, I will be taking my business elsewhere.

I purchased 2 bedroom sets for my daughters. My delivery time was between 3-7p.m. I received a call to say my delivery would be late, they arrived around 8:20 p.m. The previous delivery I had from R2G was absolutely WONDERFUL! They basically white gloved my furniture, set it up and everything. I expected the same this time. Nothing was set up, I have pieces of furniture in my dining room and the delivery guys damaged my wall! NOW, I have to repair ripped drywall and broken molding. Some of the pieces are not even in boxes. I asked if I needed to sign anything and was told yes, but the other guy dropped the iPad in water so it doesn't work. Now, I have to take my day off to assemble bedroom furniture. I hope all of the parts are there.

Order #[protected] we are disappointed in the products that rooms to go has.
I bought a mattress up until now I have had to return it because of sinking issues.
I have gone to the store twice to pick out a different one and pay more and still have
the sinking issue. I picked out one third time around and which was firm and it turned out it was as hard as a brick, with that being said I went again to pick out a pillow top and now again is sinking. I think this is ridiculous. I need for some to call me or make my order good with a great mattress without me having to pay more and more each time. My husband and I are senior citizens and cannot be with this back and forth and also we need a good mattress not a back aches from the bad mattress your store sells. I have called today and waited on the phone and had to hang up for a call back, this is crazy. At this point I don't know if I want any mattress from rooms to go and for sure don't want to pay a penny more. Please have a supervisor call me back so we can solve this situation asap today, Thank you Esperanza Abelairas Order #[protected].

I had a delivery window for today 9/21/2018 - 3:00-7:00. Boynton Beach Florida
The driver came at 1:20 and of course was not able to deliver - I called and asked when it will be delivered - guess what- they took the truck back to Tampa before 3:00 my delivery time - with my paid in full furniture and now can not deliver for 4 to 5 days - this is totally unexceptionable. They actually closed the delivery ticket - and ticket can not even be opened for 348 hours to give me a new delivery time. They driver even left my husband a message and told him it is a $48.00 re delivery fee - when they did not come in the time frame - I guess they believe we should be hours early than the time they state.

They do not mind taking your money - but that is where customer service stops!
I have been on the phone for over 2 hours trying to get my furniture delivered. I had the two rooms removed of furniture and now have nothing

Can you imagine that I am just trying to get customer service!

I am very disappointed, I will no longer order anything from rooms to go. I ordered a bed for my daughter, was given a 1pm-5pm delivery window. No one called they day before as I was instructed to confirm the delivery. I called myself the day of the delivery and was told it was on time for delivery. The bed didn't deliver until 6:30pm. I took off work for nothing, as you guys delivered way past the time given. Then when the bed delivers its missing parts. I was told a service agent would be out in 2-3 business days. Instead I never received a call, a week later I called myself to check status since I receive the missing parts in the mail with no notice that this would happen. When I called no one had set up any kind of service request. So at that time I was told an agent would be out Friday, 9/21/18 but someone would contact me to give me a timeframe. Here we are 9/20/18 and I still have no delivery time and I have to work. I am totally disgusted with Rooms to Go, I want to return the bed now but guess what, you guys don't even have a return/exchange policy. I WILL NEVER USE ROOMS TO GO AND I AM TELLING FAMILY AND FRIENDS TO STAY AWAY. Customer service line is a joke they just apologize but no resolution was given.

I was told 1-5, then that the driver was running behind would be there from 5-7, at 8 got a call saying he would be there before 9 it's 9:30pm he still hasn't delivered and I am 5 months pregnant and was expecting my couch to sit on when I got off work. I am extremely upset with this issue. My husband couldn't pick my son up from school waiting on this delivery.

I bought a mattress almost a month ago, but the mattress is very hard and it hurts my lower back. I hate it!
The manager and the customer service department are not willing to help me. They are sending a technician to check it when there is nothing wrong with the mattress, it is just a hard mattress, and I don't have another $1, 000 to go and buy another one.
Terrible customer service!

Don't buy a mattress from Rooms to go.

Rooms To Go is the sorriest furniture company I have ever dealt with. I ordered two beds one on back order for a month and a half but I said it's ok I like the bed I'm willing to wait. My sons bed gets delivered the delivery guys smack my sons TV when putting the bed together. I go to the local store to make the complaint same day, I get a call from some agent the next day who sounds annoyed to even be making the call. She then proceedes to ask me am I sure my son didn't break it. I get an email address where I'm told to send my statement and pics I do as such. Three weeks no email no response I have to call them for a follow up only to be told someone will get in touch with you. Days later an agent calls and says " yes it's been decided we're not responsible for the damages any other concerns call customer service" Rooms To Go I'm done with you and will be in my local store to ensure my order is canceled and plans are made to come pick this bed back up.

Purchased bed set that was delivered and installed incorrectly. Cannot sleep on the bed and am forced to sleep on my couch.
I purchased a bed set from rooms to go on July 8th at the Norcross location. The set was delivered on July 11th to my residence in Tucker, GA. I was informed that the delivery fee of approx. $140 included installation. With that, the representatives that delivered the bed set also put together and installed the set. I was not allowed the opportunity to test the bed before they rushed of my apartment.

I later received a text message from one of the gentleman that very poorly installed my bed set asking if I was single, which was very inappropriate. That night when I was getting ready for bed, I noticed a very loud squeaking noise as a result of my every move. This was very frustrating that night. The next day i removed the mattress and noticed impurities in the parts that were screwed together. The wood was hanging off of the frame of the bed and was not secure in any way.

The screws appeared to be stripped and not in the correct place. I then reached out to the gentleman that originally contacted me to explain the issues I was having with the bed set to which I received no response, likely because I did not respond to his original text message asking if I was single. I then felt as if there was nothing that I can do so I tried to sleep on the bed for a few weeks to see if the noise would go away.

I more recently felt as if set was not secure enough to sleep on so I have been sleeping on my couch. I can no longer sleep on my couch and I would like to see if you all can help resolve my issue with Rooms to Go.

On Friday, August 31, 2018, I had a recliner (which is not a part of this complaint) and a twin size bunk bed with stairs and dresser delivered. The delivery people were absolutely horrible. When they brought the recliner upstairs, I asked was the bed put together. I was told yes. I went upstairs to look at the bed, and to my surprise the railing to the bed was loose. I immediately told the delivery person, who said he would let the other guy know. I waited from them to come upstairs and finally went downstairs to see what had happened, and I was shocked to see they had left. I signed nothing and immediately, contacted Rooms to Go in Kennesaw, Georgia. I informed the store about the railing not being attached as well as holes in the bed and a door found under the bed. I was connected to customer service and directed to take pictures and email them to [protected]@roomstogo.com. For some reason, the pictures did not go through. I contacted the Kennesaw store again and was asked how I got an agent in Perimeter Mall when I purchased the furniture from Kennesaw. I was given [protected]@roomstogo email address and attempted to send the pictures again, but this failed too. I contacted the store on Saturday and spoke with Dave who instructed me to send the pictures to [protected]@roomstogo.com. Again the pictures did not go through. Today, I went to the Kennesaw store and spoke with Dave to show him the pictures that continually seem to fail in the email process. I was disgusted with him as well. He first informs me that Customer Services is closed to today and he would have to wait until he spoke with them. He also stated to me that I had the furniture delivered on Labor Day weekend. I informed him that I did not. That was the date the store had given me. He went on to say well it is Labor Day weekend and there was nothing more he could do for me. He told me that I would have to wait to be contacted at my home number. I told him that would be impossible because I am a teacher and do not get home before 6 pm. He told me to call then, because they don't close until 8.

I am very disgusted with the service that RoomsToGo has provided me. It is not my fault it is a holiday weekend and that your delivery people were rude and unable to do the job you hired them to do. Furthermore, to be treated the way Dave talked to me in the store was inappropriate and definitely not good customer relations.

At this point, I am looking for a refund. I like the bedroom set (which is why I purchased it for my grandchildren). But the bed is unsafe, parts are missing and I am not clear as to when, if ever, this things will be corrected.

To state the problems again:
Rail to stairs loose
Door to storage area found underneath the bed
Panel but in backwards at top of bed
Holes in railing and side panels
Holes in dresser with no parts to cover

Please email me as to how we are going to resolve these issues. [protected]@msn.com
Or contact me on my cellphone [protected].

Pat Gibson

I bought a queen mattress. Was given a ridiculous time frame for delivery 7am-12pm. Doing deliveries at 7am is absolutely ridiculous. Kids are in school, people are still sleeping. Early mornings don't work for everyone. You can't choose a time frame that works for you & if you change the time given to you, you have to wait at least 2 days from original delivery date to be able to schedule a new delivery for at least an additional 2 days out with no clue if that time frame will be better or the same! So let me wait over a week to try to reschedule the nonsense time I was given to not even know if it'll be a better time. So I had to take a day off from work to empty my room & move all the furniture out before & put it back after. After multiple complaints of a 7am delivery, luckily they didn't show up until almost 9am & I still wasn't completely ready. Not to mention spending $1K on a mattress and still being charged $100 for delivery!
They put the bed frame together so sloppily & rushed, it collapsed twice & had to be rebuilt. I was then asked when my headboard & footboard were being delivered. When I told them I wasn't getting a bed delivered he said that doesn't make sense. The bed frame I was given is only a temporary frame that Rooms to Go gives to customers for FREE until their full bed (headboard, footboard, rails) is delivered. The full bed comes with a "real bed frame." Problem with this is that Rooms to Go did NOT give me this temporary bed frame. I actually paid an extra $60 for what I was told was a regular bed frame, not a temporary never meant to be a permanent frame to hold my bed longterm!
Now to make matters worse, they put the bed frame in backwards. The super sharp dangerous metal plate on the ends of the bed frame intended to be screwed into a headboard is at the foot of the bed, fully exposed! My 3 year old has already bashed his legs and face multiple times & now cut his leg open! So I had to put pillow filler in a piece of fabric and use a rubber band to cover it which looks ridiculous, cheap & trashy. I've looked for rubber guards to put over it but realized they only sell covers for the other end. In searching for covers I saw video after video, picture after picture showing my bed frame is backwards. The end that should be safely up against a wall is the part exposed to everyone walking by! My mom & I tried to pull the mattress & box spring off so we can attempt to spin the frame around but...there's a reason we had these items delivered to begin with. Our back problems & other medical conditions make this an almost impossible task on top of having a toddler running thru trying to 'help.' I paid $100 to have these items delivered, assembled CORRECTLY & set up, the right way. Not to have to try to do it all again myself.
I tried to call customer service because someone needs to come out here immediately to either spin the frame around or take everything apart & reassemble it. But, of course, they're closed at 3pm on a Sunday when they do Sunday deliveries?! So, instead, I'm coming here to maybe get their attention. I will be calling tomorrow although it's Labor Day & they'll probably be closed again. I will call again on Tuesday & every day if needed until they come fix this & make it right. I expect them to come out free of charge, to credit me back for the $100 delivery fee I already paid considering I had to miss an entire day of work for it & they did it all wrong. And I also expect to be refunded for the 'temporary' frame I was given that others are given for free.
I've purchased from Rooms to Go in the past & was always very happy with the experience. This time, disappointed is such a complete understatement. All I know is, I need them to rectify this situation right away. It's dangerous how this sharp metal plate is exposed! Hopefully they do the right thing & get it fixed.

First, I am highly upset that I waited around for my 1-5pm appointment to get a call at 4:30pm to tell me that the delivery window changed to 4-7pm. When the delivery guys arrived, it was more upsetting that they was not able to assemble my son's new bed because of missing hardware. The driver was rude and disrespectful in my house, which I did not appreciate. Now my wife and I have to have my son's room cluttered with furniture not put together and find an alternative way for our son to have a bed to sleep in. This is the worst customer service experience that we have received and a major inconvenience to our day.

My experience in store with rooms to go was excellent. The employee was very helpful and answered each one of our questions. The delivery service, whatever it is, seems to have poor regulations and whoever something goes wrong, customer service doesn't know what to do. I had a delivery for a bunk bed for August 29th 1PM-5PM. Mind you I've been waiting all week for it so I had my whole room prepare and even called the day off of work.

1PM rolls around and I suddenly receive a voicemail saying the delivery person when to my came and no one was there, so I would have to reschedule. Of course, this is untrue, there wasn't a single knock at our door nor was the doorbell rung. I even had family members arriving home at the time so it's not as if we wouldn't have seen him. We have a guard shack at the front of our apartment complex, where everyone who enters has to sign in. Turns out the delivery driver comes into the complex, and immediately turns around without attempting to come to our door.
I call customer service and the woman calls the dispatcher, who says the delivery driver was "too far away" now as if delivery hours weren't scheduled to 5PM. Unless the bed I purchased is located in a warehouse in another state, there's no way he couldn't have come back. So he end result is I have to schedule my delivery another week later than I was supposed to receive my bed with no compensation whatsoever. I sincerely hope that things go smoothly next week, otherwise I'm simply not shopping here anymore.

I purchase furniture and a bed bunk room for a total of $6k+ Rooms to Go determine the date for us because it was the earliest they can come and deliver (07/14/2018). The delivery window provided at the point of purchase was between 7am and 5pm and everything was ok until they started having problems setting two tables that we purchased with the furniture (Delivery guys did not know how to set the tables!) my wife told them to take them back since she noticed they were just having a lot of difficulties setting them and she also noticed they were taking too much space so they stop, then when they started setting up the bed bunk room they noticed they had incomplete parts and of course the job was incomplete, what I complain about is the inexperience handling things and not being prepare, then they lie to us in our face because they told us not to worried that they will request for the missing parts so we can get them via mail in 2 days and for us to call back so they can come the next day and complete the Job a situation that never happened. The parts took a week and a half and then when we call to set the appointment it took another week and not only that………When they came the second time to complete the job they noticed they ordered the wrong parts! Unbelievable; this time we were already irritated so we make sure they confirm to us the parts will be here in 2 days since they started with the same talk they give us before and he took the time to call and guess what, again, they lie to us in front of our face, the missing parts took another week and if it wasn't for us calling customer service and requesting for a supervisor and following up every day this will be in a worst situation!
Now this is not the only thing we are irritated for.
When we call the customer service department they took 46 min to answer, it took me another 23min to get a supervisor and once I got her what they offer us was a reimbursement of half of the delivery charge and a store credit for $120 but because I fight for it for the inconvenience, she told me she will follow up with my case until is accomplished and we believed her, a week passed and nothing so I call back and by this time it is already 08/17/18 when we purchased everything in 07/14/18……so I called customer service to try another supervisor, this representative placed me in multiple hold with a total of 48min just to get a supervisor, I had a weeding the next day so I was busy so I asked if she can call ma back once she had one supervisor available or resolution and she told me that it was not an option that she can't do that and in top of that with a tone she told me that she already told me that rooms to go will not give me more store credit that they already game me one. ( I purchased a living room and a bed bunk room with a total of $6k+) can you believe it! I hung up the line and told her I will call back for her to notate everything since she told me the last supervisor did not specify my situation.
Another thing before I forget! The delivery guys returned the 2 tables we purchased for the furniture and told the office that we did not wanted and with no reason provided when we told then it's because after 2 hrs. they were unable to set them up and we were already dissatisfied with the product all scratch and oiled but anyhow, I will continue elaborating specifics in order for this to stop.

I decided to send an Email and I even added Jeff Seaman ; Steve Buckley ; [protected]@dcthorpe.com; [protected]@jcpenney.com; [protected]@malibu-designs.com so they really take in consideration my case and I told them that if they do not take ownership I will go viral and send multiple complains and take action via social media, television, etc. and they send my case to the same supervisor that was helping me before Cynthia Chisum, after 2 days she decided to reply, I send another email requesting another credit and a 25% discount on just the bed bunk and rooms to go came back telling me they will not and that they will only reimbursed the full delivery charge and that if I don't like it that I can return all the it will be fine! Can you believe it!

I am tired and my wife feels even worst, my was sleeping with us all this time, family visited home and some sleep in the furniture, we lost days of PTO 3 times time that we will not recuperate, spend time calling and sending Emails so they can be accountable and in top of our case and it just a nightmare!

We waited for them to complete the job just today after a month in a half, of course we are highly dissatisfied for all the inconvenience, our mistake was not reviewing the complaint section along not comparing other companies before taking Rooms to go in consideration an purchasing almost $7k with this company. We really would appreciate if the assistant president Nannette O or Lourdes C or even if the CEO Jeff Seasons really take my case in consideration to make the difference and change their delivery strategy instead of ignoring that the delivery department along their customer service line, will cause then a financial and reputational damage!