Rooms To Go
Reviews and Complaints

Orders # [protected] & [protected]...
When we noticed the insurance added to our order it was late at night so we could not call. So we waited the next day to call. The sales person was very nice - however - what she did to us was not very nice, as she added insurance to both of the orders without asking us. She spoke about the guarantee and how we didn't have to worry about the furniture getting damaged, but at any time did she say that we were buying this guarantee. We spoke to a manager at the doral location a few minutes ago, he's name was evelio. Evelio was very nasty with me, he didn't even let me talk, he would speak on top of my voice, and took sides with the employee instead of the customer by saying that we probably didn't hear when the sales person spoke about the charge which i found very offensive and insulting. He told me that it was better that i=we had the insurance anyway because it was to our benefit. By saying this not only is he missing the point, but he is also not cooperating to resolve the issue. When i told him that he should speak to the sales person about what she did to us, he didn't say anything, and when said that i was very upset and felt like cancelling - he's answer was - i can cancel this order right now. Just like that. I think a person like that should not hold a manager position - a manager should be courteous and be there to help the customer so they can come back again. Not to give a hard time to the customer. I had a very unpleasant time with this individual and as a result will never go to rooms to go to buy again. He did wave the insurance, however, i am still waiting for the corrected order, -
however, the main purpose of my call was to let them know that what they are doing is illegal and should not happen to customers. I think this issue should be addressed to the corporate office and even consumer affairs.

To whom it may concern;

We are a loyal customer of Rooms to Go. At Room to Go, we purchased a full set of Leather Sofa (3 pieces) in 2013, a set of dining table and a wine storage cabinet in 2015. The purchases were smoothly - sales people were nice and efficient, delivery was on time, customer service was friendly. However, we felt really disappointed about the quality of the products! We spent $3, 000.00 to purchase the sofa including the leather protection. In 4 years, the sofa leather skin started to RIP OFF, and the inside is showing. It is really hard to accept that a $3000 Sofa can't last for 4 years, especially the ripped area are not even the place we sit and touch very often! Please see attached pictures and vedio for details. We hope Rooms to Go can provide a solution to solve the issue!

The below is the information about the purchase

Purchase date Purchase order no. Amount
2/[protected] $2, 113.69
2/[protected] $619.57

Thank you for your help!
Jean

Date of incident - 10/31/17
Client number - [protected]
Desirable resolution complaint - request a partial refund of delivery and assembly fee

My husband and I purchased a youth full-size bed and dresser from the skibo road store in fayetteville, nc. The sales person provided great service. Based on the service received from the first customer service rep., the delivery and assembly of the bed, this was the worst experience i've ever had with a furniture store. First of all, they provided me a 4-hour window for delivery... Between 11 am and 3 pm. My husband missed half of his work shift waiting on them. After speaking with the first customer service rep. She stated "things happen" after I complained that the deliver driver had not yet arrived and it was 3:50 pm. She contacted dispatch and stated they will arrive by 4 pm. I once again called customer service at 4:14 because they still had not yet arrived and was told they will arrive no later than 5 pm. They did not arrive until 5:30 pm. After checking the assembly of the bed, I noticed they did not connect all the slats for the bed. There are 20 holes for screws to assemble the slats and only 11 holes were screwed in. The vertical slats were not connected and they simply sat them across the other slats. After calling customer service again, she offered to provide me with another 4-hour window for a service technician to come fix the issue, no thanks! My husband will take care of the issue.

I have video footage, but unfortunately it wouldn't upload.

We purchased an entire living room set 7pcs, a recliner chair and dinette set on 10/7/2017 and delivery date of 10/20/17. The beveled 48" glass table top had a hairline scratch, the coffee table beveled glass had chip about the size of a dime w/scratches along the top of the wood part of table and one of the end tables had several scratches. We purchased all new so called the Memorial Mall location in Houston to complain and was informed that customer service will be emailed about the situation and I would get a return call no later than the next day. Well no call was received so call back to store by Sunday, 10/22/17 and spoke to Mgr, Antonio who assured well as he stated " I promise I will get this resolved by tomorrow and will call you with a resolution", well as of 10/28/17 I have not received a call. So dissatisfied with the service after my purchase that I made 5 calls to the Regional Office that service the Houston area and only got voice mails and messages were left starting Wednesday, 10/25/17 and no return call as of date. I spoke CSR-Sharon who did all she could within her power to assist and trying to get items reordered and redelivered. I called back to store and Mgr, Antonio informed an office staffer that they can refund me all my order and they will pick up the items. I called again to complain about the rudeness of Antonio, spoke to Mgr. Tim who also promised to get issue resolved and nevertheless he did not and hung up call. I am so frustrated with the unprofessionalism of the management team and along with the original salesperson, oh by the way who would only take a message from me and refused to help resolved, but he did not refuse to take my 2900.00 plus dollars for the purchase. If I would have known that the quality of service after purchase would be so "horrible" I would have never purchased. My 2nd delivery on today, 10/28/17 the same tables had damage per scratches and the oval beveled glass top for my coffee table did not fit, it was hanging over the wood portion of the table and the delivery driver had to call that in. So at this point I was furious, called customer service about a reselect and went online and did not see any tables that would be equal to the purchase and was informed when I called the store that I would have to pay the greater difference. So finally I asked can I just return the 5 pieces-the 3 tables and lamps and was informed to just purchase the sofa and loveseat would be more and actually the price was less for the 2 pieces and they are picking up the tables and lamps and refunding me 595.00, but no person should have to go through all of this. I hope that this email is read and I would be contacted.

October 27, 2017
Friday

Order number 8534823LOOVFW [protected].
I purchased a king size bedroom set and a blue sectional. The date it was delivered after being unwrapped by delivery employees. Damage was noted and very clear on the largest rear portion of the sectional. I contacted customer service the agent told me to take a picture and email it to her. That I would be soon contacted to exchange the damage portion of the sectional. As of today, nobody has contacted me by mail, phone or email. In fact, now customer service says no such information exists. I am extremely disappointed in how Room To Go has handled this matter. I have better things to do with my time then pretend and make up lies about a large money purchase made that I am asking to be corrected. After reading the reviews and complaints about Rooms To Go on the Internet well I can only blame myself for purchases from your company. Cell phone records don't lie and that is why I sent the email and called on the date of delivery from my cell phone !
Very Upset and dissatisfied customer!'
You have no problem taking my monthly payments but want to give me damage goods will broken promises and lies to correct the issue.
Sick and disgusted with Rooms To Go
Deborah Jirinzu
[protected]

I purchased a king size mattress and box springs along with a bedframe from Rooms To Go. After having the bed a few days I noticed that one of the box springs was hanging off the left center of the bed. I removed the mattress and repositioned the box spring. A couple of days later the same thing happened and I realized that the middle portion of the frame was too narrow to support both box springs comfortably. After calling RTG to see if I could exchange for a different type of bedframe they told me that was all they sold and that there is not a different type frame. They also said that the frame I have shows to fit a full through king size bed. I then scheduled for a service man to come out and see what I was talking about so maybe if anything give the frame back and credit my account. The scheduled appointment turned into two weeks and by then I just removed the frame and set the box springs and mattress down on the floor. After being tired of dealing with RTG I cancelled my apt. and bought a real king size bedframe from a real mattress company which fits perfectly. So now I'm stuck with a RTG bedframe that is sitting in my garage. Do not shop RTG for beds, go to a real mattress store that specializes in them.

The cindy crawford home van buren burgundy 8 pc leather sectional was purchased april 2015. The stain on the leather is rubbing off. This recliner has very light use. We bought 3 year warranty to avoid problems but now I am told it does cover this. Purchasing a high end product you expect more then 2.5 years of light use. We have other leather products with over 10 years of heavy use and no loss of color. I have pictures to show the damages. The quality of this leather is completely unacceptable.

I purchased a sectional from rooms to go and after 3 years the so called leather started peeling. I sent pictures to customer service and received a full store credit. Well the furniture that I picked out in place of the old sectional I've only had a year, I made a complaint that the couch and love seat was cheap after a year the cushions are horrible you might as well sit on the floor. A tech came out to my home and said it was normal wear and tear well I feel after a year its not. the sofa should have out lived 1 year. remind you I added an extra $200 + to purchase the sofa. I'm in the process of getting a new couch from another vendor I will never purchaser anything else from them. I've spoken to several people that has had the same problem. I've called twice and no one can help saying its normal wear and tear I'm pretty sure if it was them they would feel the same just after 1 year of having this mess.

laquitta Wilson
Houston tx

I purchased an entertainment center with a matching dining room table set and a couch from the rooms to go outlet in Gainesville, Florida. By far the worst experience I have ever had with a company. I am on my fourth delivery because I keep getting delivered furniture that is damaged. The technician does not fix any of the damage on the furniture and is a complete waist of time. I have missed several days of work because they are never able to deliver on the weekend. I have lost money because of all these deliveries and the customer service reps only tell me they can credit me $50! I'm paying over $5, 000 dollars for this furniture. $50 means nothing to me. I will strongly recommend to everyone to never buy anything from this company.

I bought the full bed for my daughter on 9/15/2017 to be delivered on 9/28/17 not only the bed was delivered to the wrong address but couldn't be delivered any earlier than 10/17/17 A month and 2 days after. Employees at the phone were rude and told me there was nothing they could do about it. I understand the demands after hurricane Harvey but what is unacceptable is their customer service. Just horrible! My order number is 7270672.

Dear Sir:
I purchased a Aberdeen sofa & Aberdeen Loveseat 2 PC in May 2016. I've had this sofa a total of one year and half, and my Sofa has problem with fiber of the cushions when we sitting down this fiber very disturbing and painful, it's bump up so clear & bad you can feel it touching your skin & it's painful and it has only been 6 months, i called rooms to go to check it out, they sent someone & reported that this set must changed, then your company replaced it with another one, after that, same problem happened again but worst you can feel it when you pass your hand over the cushions all the way badly, so we called again but this time i moved to Texas with my husband. I can't say that this issue are from to much usage of the Sofa because no one is at home but me & my husband.
Therefore, I called Rooms To Go in August 2017 about the poor quality of my Sofa and I was told that they would send a Technician out to take a look at my complaint and he came out and the Technician sat on the sofa and talk to me and I shared with him that while I was in the Rooms To Go Store in Atlanta, GA I ask the salesperson if the Sofa was good quality and said yes and that was a lie.
So, the Technician told me that he can wrap it to prevent that fiber from harming us when we sitting down, i told The Technician "sorry this is not the solution for this issue, my Sofa will looks so bad & cheap and wrap with black cheap roll"?!
Moreover, the Technician told me will report my willing of replacing it with another one or take it back to rooms to Go to fix it.
so, I received a call from Room To Go so and I was told that we can't replace it, this is the only way to help you by wrapping it.
i thought i can trust Room To go for purchasing from them, i'm in shock right now and one thing I know we would never purchase anything from Rooms To Go again. I felt like Rooms To Go did not care about my concerns of the poor quality of the product I received from them.

Omar
10/3/17
dr.[protected]@gmail.com

I want to make a complaint about the quality of my 6 dining table chairs. Purchased at room to go. We are rarely siting at the dining table as we are using our apt as a secondary residence and eating outside most of the time. We had a new AC installed so the humidity is not an issue.

I am expecting a exchange or an amount to have them redone . They were purchased 3 years ago

Purchased a nice living room couch ottoman built by American furniture manufacturing, paid over 2000 dollars for sofa. And over 400 dollars for extended warranty, now it's only 1.5 years and seams. Are all coming apart on cushions. Threads are running on seat to find out that the 400 Dollar warranty does not cover [censor] ! We were told it was covered we purchased extended warranty which was the only reason we agreed to pay for it . Bottom line is rooms to go furniture is cheap crap that is way over priced and extended warranty is a complete rip off ! We will never shop rooms to go again and will post on face book to all friends to go elsewhere. I am Extremely very unhappy customer

I am on my third couch from Rooms to Go because of the poor quality. The "top grain leather" is wears through in less than 8 weeks in the seat. This is actually my third couch from Rooms to Go because of the same issue. Obviously they are not using "top grain leather" but either bonded leather or some other kind that does not hold up to even the slightest use.

Their customer service told me there is a 6 year warranty on the leather. But when I sent in pictures they said they only warranty peeling and cracking. They don't warranty the fact that the entire top layer of the "leather" has disintegrated. I even purchased their useless "Force Field" leather protection that the sales person informed me would give me 3 years of replacement warranty should I experience any problems.

Both locally and corporate, Rooms to Go has been no help in fixing this whatsoever. I would recommend NEVER buying anything there, especially their "leather" couches.

Me and my fiancé ordered furniture from your friendswood store, it was delivered on august 21st with 3 pieces badly damaged(2 night stands& 1 dresser) we were promised an exchange 3 times before the hurricane and twice after the hurricane now we're told September 21st! That's a whole month and we've received a bill for things we can't use! I've called customer service they keep coming up with excuses, I then asked for a refund was told I needed to call store! I called the store and asked to speak with a manager, I was then asked for call back information never received a call! I called the next day spoke with an associate who had an attitude very rude. I spoke with manager and told her I wanted a refund, they didn't have to wait for our money why do we have to be given delivery dates that weren't fulfilled, told we have to keep waiting because no one inspected the furniture before packing and delivering it, why do we have to live out of boxes because they didn't deliver usable good furniture, we've had all 3 pieces just sitting in our garage taking up space! She told me if I got a refund I'll be losing out on money because it was a package deal and I can't return the bed, all she can do is refund the delivery charge? I'm sorry but we received a bill for furniture we can't use! Moving our schedule around for these delivery dates that never happened, given the run around& attitude we deserve a discount!

Over the past month we purchased: a leather living room set, complete with tables, lamps and rug; 2 leather reclining chairs; a twin over full bunk bed with a dresser; an Eric Church queen size 7 piece bedroom set. We had everything delivered minus the Eric Church set on 8/23/17 with no issues, the delivery team was awesome! On 8/30/17 our bedroom set was to be delivered, the delivery showed up - no pre-show call like the other one, just a knock on the door. The bed was brought in first and put together, and then the one guy informs me that the headboard is smashed at the top on the one side. I asked him why was it put together. His reply was that they would come out and exchange it. Didn't make sense to me. Then they were bringing in the dresser and had to stand it up on end to get into the bedroom. This is when I noticed that there was mold all over the bottom of this piece. Before they could put it in our bedroom I told them to please get that out of my house, I did not want any mold spores being spread about. They proceeded to put it in our bedroom! Again I told them they needed to remove this piece, and was told that the one guy would need to go call customer service. While he went to the truck the other guy brought in both night stands and had me look to make sure they were good, which they were. I then asked him if the other guy got a hold of customer service because that dresser needed to leave! He told me the other guy would be in to talk to me. Unfortunately when the second guy went out to the truck they both got in and drove away. Unbelievable! I never even saw any paperwork during this delivery. By now my husband came in and asked what was going on and after explaining what they had just done he jumped in his truck to go get them to come back. In the meantime customer service calls to find out if I was satisfied with the delivery...are you kidding me? I told them what was going on and they called the delivery dispatcher and he started calling me. His driver would not even answer the phone. Eventually he had another truck come by later that day to pick up the dresser. I had the dresser moved into our front yard in the meantime..did not like the idea of those mold spores hanging around! After much back and forth we decided to have the whole set picked up and have our money refunded. Well here it is 9/9/17 and still waiting to get it picked up...my husband is ready to put it in his truck and drop it off at the store where we bought it! I have had another set delivered from another store and have these pieces placed where we have room...not a pretty sight for a brand new home! Customer service on the phone has been poor at best, I have encountered some truly rude people! I am thoroughly upset that after spending over $10, 000.00 I am getting the run around to get this furniture picked up. I didn't buy moldy furniture and at this point I would hope they would want to resolve this issue.

I have purchased thousands of dollars of furniture from the Baton Rouge Rooms to Go located on Siegen Lane. On Labor Day weekend my wife and I returned to purchase a king size mattress and box springs. The salesperson persuaded us to also 'try' the $149 encasement and mattress protector. All of our purchases were delivered the following Wednesday. Upon arrival we examined the mattress encasement and protector and decided that it was not what we wanted and my wife attempted to return it the very next day. She was greeted by an individual identifying himself as the store manager by the name of Jody Catalano. He immediately advised my wife that the company had a 'No Return' policy. She explained that the encasement and protector were not what we wanted, at the time of sale we were not warned of the no return policy, and that she was returning it within 48 hours. He was rude, abrupt and condescending. I visited the store Saturday and met Mr. Catalano who again declined to accept the return. He declined to give me the name of his supervisor. I left the 'product' with Mr. Catalano even though he insisted that I had to take it with me.
First, it is inappropriate to have a 'no return policy' without advising the consumer prior to the point of purchase. (It only appears on the receipt after the purchase.) Second, it is a foolish business model to lose a customer for life over a $149 product. Finally, the unprofessional approach taken by Mr. Catalano reflects poor training and a lack of 'people skills'. For the record, it has cost me $149 to learn that I should never do business with this company again. I now consider it money well spent. Of course, I will pass along my experience to all family, friends and employees to warn them of the trap that awaits them if they do business with Rooms to Go. For me, it will now be "Room No More!"

On 9/3/17 I sent my in laws to your store to purchase a mattress and sofa, I had a great experience with a salesman there so I told them to ask for him. He was able to help them with mattress purchase was not able to help with the sofa because he had been moved to another area. (What)? He sold me a sofa a few months ago. I would have taken my business elsewhere but they remained there. Good management would have allowed the janitor to sale the sofa before they would have lost a sale over something that silly. I have a house full of your furniture and that's a good way to lose my business and others I know!

I have bought a lot of furniture at this store in the past but I'm not sure I will anymore. The loveseat and couch are not even two years old and they look ten. Not to mention I am still paying for this with you. There is a spot on each where it looks worn and whatever the material is, is peeling off. One recliner side on the loveseat is slanted and you cant sit straight in it. We have no young children or pets and no way should this be in this condition. Please contact me as soon as possible regarding my account and issue.