Rooms To Go
Reviews and Complaints

I purchased a leather sectional received it damaged and called in they replace the wade notice that the whole thing needed replacing coming loose in the stitching and contact customer service they said will have someone come out he comes and I received a call today saying replacing two pieces and the lady was rude and I asked for a supervisor none called back and after all this back and forth they should do something for the inconvenience and missed communication they have been out to my home three times and its still not resolved and I've very displeased with this transaction

We bought a sofa/bed last Wednesday. Got the delivery scheduled for yesterday, July 10th.
At the approximate time of delivery, I looked out the window and saw a truck driving up to the building. I started waiting for the driver to use the intercom so I could buzz him in. After waiting for 15 min. I went downstairs but the truck was already gone.
My husband later received a call, that delivery was not possible due to nobody available at the location. I received the same message too.
We started calling the customer service number and were on for almost 3 hours combined. We have the phone use records to prove it. After spending the impossible amount of time on hold, I left my number with callback system. I waited for 1 hour, nobody bothered to call me back. I dialed customer service number again, waited again for an ample time, left another phone number for callback service hoping I would get a call back on any of those numbers.
After being good 2 hours on hold my husband finally got someone live on the phone and they told him, that the driver did not even attempt to walk to the intercom and press the button. Instead they were calling my husband phone. Since he was tied up at work and could not answer the phone, they decided nobody was at the address and left. They had a perfectly valid address to make a delivery, they were already there but had not even tried to deliver much needed item.
My husband was told that he needs to call back sometime on Friday and schedule another delivery, which we find absolutely outrageous. When my husband requested to speak with a manager and after an endless wait, he was told that the manager was unavailable (of course), but was offered a new delivery day-next Wednesday.
The purchase was made by my parents. My dad is recovering from recent stroke and the sofa bed is a very much needed for myself and other family member if we need to spend the night there. Yesterday was a really challenging day for my parents as they were hoping to get the very much needed piece of furniture.
It that was already stone throw from their apartment, but with your very unfriendly customer service and the delivery method itself, they will be inconvenienced for another week.
The experience is highly unsatisfactory to us. But the worst part is - after giving 3 different numbers to callback service, we are still waiting to get a call back on either one. It is very inconsiderate of your customers to say the least.
I know I will make sure to use some other furniture sellers in the future.
I am going to file a formal complaint with BBB because a simple purchase of a sofa should not become such a nerve wracking and time consuming ordeal.
Hope to hear from you with a quick resolution.

Irina Shnayder
[protected]

I bought a big order including sofa, bed frame mattress, dining table, chairs, etc, I was told to pay before being able to get a print of my order, when I finally got a copy it was missing the dining table among other things, from the price I was given and that would increase the value in more then 1000, 00. I said I want to cancel then and they told me I had to come in the next day. I left work earlier to go in the next day, after make me wait more then one hour they told me they try to process but my card was not accepting, I call my bank and they confirmed nothing was wrong with the credit and they did not see any attempt of returning the money, they told me they could not do anything and I had to return again next day before 5pm so they could get technical support. I explain I would have hard time to come back next day and they told me the only alternative would be to send me a check, but that could not be done in less then 15 business days. I am very frustrated with the bad treatment, when I asked to talk with the manager they made me wait another hour and the manager just told me he could not do anything.

We purchased a living room set and with in the year the love seat was broken. They came out and told us that they would order the part. It was 90 days and they still did not have the part or come out and fix it. So finally when we complained to the upper management they said they would give us a new love seat. That took another month to receive. We just received the love seat less then a month ago and it is broken again. I do not have little children. When I called customer service they told me that there is no warranty because it was on the original purchase when I only received the love seat less than a month ago. Will never shop there again.

I am a service member overseas at the moment, but my family and I are moving to the states fairly soon and would like to look at furniture so we can have an idea or what we may want to purchase or how much certain items may cost. All of your sites block us because we are overseas. Just because we are overseas doesn't mean we want to purchase and have delivered to us, but it would be nice to at least look at products. If you don't want your product delivered overseas then put that in the check out section of the page or something.

Purchased an entire bedroom set, which was delivered with incorrect bed slats. It's been three days and the correct size slats have not been delivered, making the bed unusable. Have called customer service multiple times and have been told incorrect information each time. Today I was assured that the slats were being delivered via ups. When they didn't arrive I called customer service - who told me they'd look into tracking my delivery down. They never called back. I called customer service again and this time was told that the correct slats were never shipped at all. So I've wasted a day waiting on a delivery and it's clear that customer service has no intention of making this error right. Awful customer service! Disrespectful of a customer that spent a lot of money at your store. Totally unacceptable. You've lost a customer

On June 30th, I was not able to accept my bedroom set because my new place was not ready. I advised the delivery team of this and was told to allow 48 hours to pass before calling to reschedule. I called the customer service department on July 3rd to reschedule and was told that I would have to wait until August 15th to receive my bedroom set because the set was on back order. I immediately began to question, why I had to late until August when they just attempted a delivery on June 30th and was told that they decided that after I could not accept my delivery, they in return delivered my bedroom set to someone else! I don't understand how this could happen since I was told that I had to wait 48 hours to reschedule (which I did) and was then told that they no longer had my product (which means they delivered my set during my 48 hour waiting period). I would like for someone to contact me at [protected] to discuss my options because I cannot wait until August for my bedroom set.

My husband and I went to the Rooms to Go in Webster, Tx yesterday (June 30, 2018) and purchased a new bedroom set-7 pieces and a new temper-pedic mattress with adjustable base, and office desk. All about 6 thousand dollars worth. We were charged shipping as well and the delivery date was July 10 for only part of our order. That was fine. We had to go home and measure our dining room and come back on Sunday 7-1-18 to order the dining room table, chairs, and hutch. When we got there, our table we picked out was all of a sudden discontinued. We decided on the newer replacement that took its place. This time we were ordering the table and 6 chairs. We did not like the matching China cabinet that came with this one. Still close to a 2 thousand dollar purchase. We were offered the 3 year insurance plan which was 170.00 I believe. We agreed to get the insurance plan if they would knock off the 80 shopping charge they wanted to charge us again, which didn't make since because our first order from the previous day was to be delivered on July 10th as well. Same day. The manager came over who was a female, not sure of her name, lied to my husband and I two times while sitting with us and was not willing to take the 80 dollars shipping charge off the second order, even though it was coming the same day as the first order. My husband cancelled our second order and walked out. Obviously the manager was willing to lose a 2 thousand dollar sale over 80 dollars. I could tell the sales associate was upset at her actions probably costing him his commission on the sale. We will not be doing business with Rooms to Go again unless this issue can be resolved by the corporate office.

I have been a customer of Rooms to Go for many years and have spent a lot of money there. But they have lost a customer today. I bought new living room furniture the first part of the year. When it was delivered, the coffee table was broken. They said the only tables they had in stock were already spoken for and I would have to wait until June before it could be replaced. Since then, I have had this broken table which has to be propped up against the couch to keep it from collapsing (very inconvenient). The new table was supposed to be delivered today and I was given the time frame of 9 to 1. I arranged my schedule so I could be sure to be home during that frame time. I got a call this morning and was told the truck was broke down and I would get another call when the truck was up and running. I got the second call and Lydia from Customer Service said the truck was now running but my time frame was now from 12 to 4. I told her that I could not stay home all day waiting for a delivery. I work during the week and only have the weekends to get my errands done. I had already arranged my time to accommodate the first time frame. Lydia had a very nasty attitude and kept trying to talk all over me when I told her this. I was pretty much told to "suck up and deal with it". She told me that they only gave time frames as an estimate and that their deliveries can occur anywhere between 7 am to 10 pm. I had to schedule for July 28th - time frame yet to be determined at the discretion of RTG. I called the store in Durham where we originally purchased the furniture and talked with a manager, Latoya - hoping she could step in and help us get our furniture delivered timely especially since we have had to deal with broken furniture for months. She was just as useless as Lydia so now it will be a waiting game until I can get this table replaced. I would gladly go pick up the new table but RTG will not let you pick up furniture so they can charge you a delivery fee. Truthfully, management should offer to make arrangements to replace this table as a special delivery since they delivered damaged goods to begin with. I should not have to keep rearranging my schedule to accommodate RTG. Latoya said there was nothing she could do but I am sure there is something management can do to provide better customer service when it comes to deliveries. But I guess they rather lose customers. . .

I took a screen shot on my phone a while back of a bedroom set that I wanted but I was waiting for it to go on sale. Now you are having a "hottest deals of the summer" sale. You have the bed set marked on "sale"... But the price is literally $11 cheaper for the exact same set and the matching items for the room aren't even on sale. Is this the norm for your company? Because that "sale" wouldn't even cover the gas to get to and from the brick and mortar store. I'm not impressed. I hope nobody falls for this horrible sales tactic.

I purchased an adjustable bedframe from rooms to go and it was delivered on May18th. Within a couple weeks we started noticing red bites on our arms and face and legs. Then one night about 3am I found 2 bugs and I caught them and looked them up. Turned out to be bedbugs. I immediately called rooms to go in which we were told it wasnt there problem.

I submitted an order on June 6th, through the Internet, for Rooms to Go, for a desk, book case, and tv stand. When submitting the order it said 7-10 business days. I contacted customer service for a delivery date, which I was told I could not get any tracking information, since these items were coming from a different outside vendor. One order was finally delivered damaged, but the desk and bookcase did not arrive since it was on a different order. After 15 business days and numerous calls and email, Rooms to Go could not give me any information related to the order. I have a home office and recently purchased a home and needed these items in place to start working. Needless to say, I cancelled the order this morning and purchased the office furniture from another vendor. Rooms to Go internet sales has been the worse vendor I have ever dealt with. Because of this experience I will never shop Rooms to Go store or online!

Purchased over $4000 of furniture from Rooms To Go in October 2015 bought protection on furniture and was told that only covers the fabric, however our loveseat to out set has wood popping out of the bottom of the fabric and I do not have small children that would jump or ruin it. I take great pride in the products I buy as I work hard to have these.

I called Rooms To Go and spoke to Tameia and she told me there is absolutely nothing they can do for me. This furniture is not old and should not just break. So now I have a broken piece of furniture they will not stand behind.

Will also contact the BBB

Bedroom furniture was ordered for my daughter on 05/11/18. Was told delivery would be 05/15/18 anytime between 7 am and 6 pm. After staying home all day, the delivery arrived with both pieces cracked and broken. The drivers said they would note the merchandise was damaged and have new furniture delivered. Days went by and no word from RTG. I finally called back on 05/22/18 to check on the status and was told the delivery department does not communicate with customer service; therefore they would have no idea the merchandise was damaged and needed to be re-delivered had I not called while RTG had my payment in full of $1600.00+! They gave 05/29/18 as a second delivery date, and told someone had to be home from 12 - 4 p.m. After staying home during that time period, the delivery arrived and was damaged again for a second time! Customer service said the next delivery would be mid June! I contacted the store manager in Myrtle Beach Bob Beadling regarding the poor customer service, who basically stated there was nothing he could do. I asked he make arrangements for an earlier delivery date as they had received my money weeks earlier and I was still without the bedroom furniture I ordered and that the furniture be inspected PRIOR to the third delivery to ensure it was not broken or damaged. Mr. Beadling did just as I asked and the next delivery was June 5th. On he third attempt, the undamaged furniture was finally delivered.
I contacted customer service for compensation as suggested by a RTG representative named "Jamilla" on 05/15/18. I asked to speak with someone who had the authority to resolve this situation by providing compensation for the lost work time wasted waiting for the delivery of broken furniture and the inconvenience of having to be available for the same delivery for three separate days in the amount of $285.00 and was told by another customer service rep they would only give $25 refund or $50 store credit. I spoke with supervisor "Savon" who stated they would only refund delivery charge of $89.98 and nothing else. I asked to speak with someone who had the authority to resolve this situation with proper compensation being I was being told different things by different employees, and he said he had the authority, but would not consider what I was asking. I asked for his manager, Karen Braunson. In speaking with her, she also refused to give proper compensation for the 19 hours over three separate delivery days wasted. After informing her I would NEVER EVER shop with RTG again, she became very condescending on the phone and didn't care RTG lost another customer! I asked for her boss' name and number, which she refused to provide beyond the "presidential department" and the RTG website. With little to no help from customer service, I have since written numerous emails to the CEO/president Jeffrey Seaman and other executives for RTG & continue to use social media to forewarn other potential victims [aka customers]. The lack of professionalism and treatment I received from RTG customer care center is just beyond words. Save yourself the frustration and do business with a company that actually cares about its customers!
Karen Kawamoto

My biggest headache started on feb 2018, I bought a dinning room set and a bedroom set with motion bed and the mattress serta. I received it and Right away I started having problems with my back, I couldn't sleep or even worst turn side ways, I had to help myself, I called the store on March to explain the problem and they told me to wait another month and see if the problem keep going. I called again on april and they told me that they're going to send a technician to check the mattress until then I couldn't do anything, the 1st appointment I missed it because I worked that day but I asked them please to tell the person to come to the house after 1:30, they came earlier, I reschedule and when the technician checked the mattress, lucky me, the mattress was bad, he told me that the company was going to contact me and then get another mattress. I have to call them because they called my husband for delivery but we want to change to another brand and the lady don't want change it, so I called and after several times to put me on hold they agreed to make the change but I have to pay the delivery fee, I completely disagree because for me was unfair and ridiculous, the lady never try to help me, she even didn't try, I was so upset that I want a refund, she said that she can't do that and I have to go to the store. I went to the store and spoke with the manager and explained to him everything, he decide to waive the delivery fee and we proceed to choose another mattress, we picked a tempurpedic and the salesperson gave me a price we agreed and went to the place order, after I paid the taxes I looked the paper and another price came up, quickly I asked because the person never told me that the numbers changed and his answer was yes and he don't know why we tried to get a solution but they told us that the price was locked and they couldn't't do anything, we asked then for the refund and they said that they could give us the credit to use it in the store but money back, NO, in other words we were trapped there, I canceled the order and we left upset, after few days of talking with my husband we decided to buy the tempurpadic because we couldn't do anything else, I went there, paid for it and surprisly the price went down, after waiting a week for the mattress, june 1st, and let me clear this, I had to request the day off from work to receive the order, my husband called me asking why I was not answering the door because the RTG were there, I told him nobody knocked the door, I went out nobody outside, I got a voicemail from cs that I have to reschedule the delivery because nobody was at the house, I was furious, right away I called to cs and told them what happened they apologize but they can't do anything, I asked them to call the ppl from the delivery to come back, because then I had to wait 48 hrs to reschedule but they did called them but the truck driver told them no, she kept telling me that they went to the house and I told her no, I have doorbell, a dog that when somebody knock that door she start barking, she verify the address and it was correct but they were not at my house, I was pissed and hanged up, my house have cameras and I checked them and showed up that at 4:14 pm the RTG truck passed in front of the house but kept going... they went to another house, I was right, I called to the store and spoke to the sales person and told me that he was going to talk to the manager the next day, very upset I explained to him that next week I was going to be very busy, I work hospitality and is hard to get another day off, he told me he was going to try. When my husband got home he told me that he saw the truck close to the house like 10 min away, he talked to them and told them they went to the wrong address and told them the number of the house, they said ok, give us a second and in that moment the light changed and they left to the US 417 fl. When he told me that I went from mad to furious. This company is a joke.
Next day, they called me from the store to tell me the manager was working on it and they were going to call me on sunday to tell me more, nobody call, I called yesterday to see what happend and the salesperson told that they schedule the delivery for wednesday the 6th without my consent, I was so mad, I told him that I cannot be there because I work all day so he changed it for friday, I told him that this week I was so busy but I had to talked at work to get the morning free and he told me that he don't garanty that the delivery was goibg to be in the morning... Seriously? That was the limit of my patience, You as company are not professional at all, is a mistake after mistake, It was your mistake to go to another house, I was there I did my part, I was responsible for being there, you guys screwed up and now I have to keep waiting for you, I think you guys need to make an effort and deliver for the day I'm asking, I'm paying for this product and what I'm getting back is the worst service ever. Any way, I told him to put the delivery for this friday that I was going to call to cs, I did and the lady that I spoke to told me the same thing, you guys keep apologizing and I really don't want that, What I need is a solution.
I hope this goes to coorporation and somebody contact me at [protected]@hotmail.com or call [protected]

Griselle Carrion

My daughter bought a table and chairs they came out three times at there time. Each time they came they never brought the right item she ordered. She kept calling them and they would a time for them to come out. She works and it was there fault for the mistakes. So she called to set up a time for them to come out and just pick the stuff up she was done with them. They said it would be two weeks. So she was so stressed out her husband working over seas she's having surgery next week. She just told them she would load it up and take to the wearhouse a hour in a half away. The actual store is twenty minutes away. I went up to the store as mama bear. They treated me as bad very disrespectful didn't care to help her. So by herself she loaded the furniture in a uhaul and paid for it and drove a hour n ahalf to unload it. They would not help her and it was there fault they screwed up. Very disappointed cause I own a lot of there furniture. I had issued too in the past but this takes the cake. I will never step foot in rooms to go ever again. And I hope I can get the word out to others to stop going there.

On March 8th we ordered parts for our Cindy Crawford Sofa. We submitted the check for $193.00 and it was cashed 3/17/2018.

The parts came in April and when the delivery men brought them in, they said these were the wrong parts. They called this in took the parts and left. They indicated we would get a credit or a check for the parts.

We have received neither. RTG customer dis-service claims we have the parts and that they were left at the door of our home. I have escalated this to management and was told my wife lied about the delivery and the parts.

We have no parts and our out $193.00.

Repeated phone calls have fallen on deaf ears. We would like the $193.00 returned.

Sam Rotella
[protected]
[protected]@gmail.com

We purchased the Cindy Crawford Metropolis sectional from rooms to go 1.5 years ago for over $2500. It is a complete peice of junk. One side of the couch that does get sat on, is sinking and completely uncomfortable. The other side that very rarely gets sat on (chaise) is ripping at the seams. I have seen numerous complaints about this exact sectional ripping in the same place, and is clearly a manufacture defect. Not to mention hundreds of complaints about Rooms to Go continuing to sell this furniture that is known to be garbage. Why would a huge company like this continue to sell something that they know is going to leave customers unhappy, frustrated, and feeling ripped off?! Why sell garbage?

For some unknown reason the couch sectional have come apart i'm seven years old I called customer service I called the store and no one really gives a hoot about coming out and putting my couches back together again my sectionals that's all I wanted was someone to put my sectional is back together when I purchase this item I did not want any of leather protection on it even though the salesman and I will run anyway I have another $300 on and I never said anything at this point i'm saying watch your salesman there out to rip you off around to say things you don't mean I bought it anyway so I called today maybe the 29th to ask them to please send somebody out and they say were sorry sir it's been a few months now you're out of warranty and screw me when i'm trying to put my couches back together again so it's far as i'm concerned no one cares at rooms to go the manager doesn't care the customer service department could give two hoots about it I don't recommend buying anything from rooms to go you're just nothing but a big rip off company

On 28 Apr 18 I purchased the Brown Acacia Console, Bridge/Metal Track, Left/Right Pier w/Door entertainment center from sales person Robert Ibarra (031915) of Rooms To Go (RGT). The center cost $1, 599.00 plus an additional $89.99 for delivery/setup.

The entertainment center was delivered on 30 Apr 18 but upon assembly, the delivery personnel noticed four pieces were either missing or wrong, they were:

1. Two of the four glass shelves were the wrong size
2. Half of the back wall panel was missing
3. Two door handles were missing
4. Two left-side doors were sent

A customer service person telephoned me right after the delivery and I told her what parts were missing. She assured me they would be ordered and a delivery date was set up for 7 May 18.

On 7 May RTG delivered the glass shelves and right-side sliding door but there were no door handles or back panel. When I contacted RTG and told them what was missing, the the customer service couldn't seem to understand what I was saying. She kept wanting to send me the glass shelves and sliding door. I had to continually correct her. Finally, she seemed to understand and stated she'd order the parts.

On 16 May I again called RTG and this time spoke to "Sierra" to check on the status. I was told the parts had not been ordered! She (I had to correct her and tell her I only needed the handles and panel) said she'd order the parts but it could take between 10-90 days to get the handles and panel to me and that I should call back within three business days to check on the status. Unbelievable!

On 16 May I sent RTG an email on what I'd experienced. I received no reply. I sent another email to RTG on 18 May in which a representative named "Cindy" finally contacted me, by email. On 23 May she sent me an email that stated, in short, "I can confirm the delivery scheduled for 5/25 is for parts needed for your wall unit."

On 25 May, after not receiving the parts, I contacted RTG at approximately 6:50pm and spoke with "Amber" who told me (again, having to correct her on what parts were needed) the parts still had no tracking number. When I asked to speak to a supervisor or the Parts Department, she refused to give me a name of a supervisor (per Amber, they all had left for the night), the only telephone number I could call was the one I'd dialed to speak with her and the Parts Department was closed. The only thing she could do was send an email to the Parts Department and that I would have to contact RTG Customer Service on Monday.

It has been almost 30 days since I purchased the entertainment center. It should not take this amount of time to get door handles and a back panel. I fulfilled my part and paid RTG for the entertainment center. They now need to fulfil their end of the deal by delivering the product in a timely fashion.

I've attached a copy of the email exchange from RTG and myself. The 23 May 18 email, is where you will see "Cindy's" statement of delivery.

Desired Resolution: I want my door handles and back wall panel immediately and I'd like partial repayment for the $89.99 I paid to have the entertainment center put together.