Rooms To Go
Reviews and Complaints

Dear Jeffrey Seaman:
I am writing to tell you about the horrible experience we had with your company. My goal is to not simply complain in the hopes that something may come out of it for us, because quite frankly, you company has lost our trust. It is my hope that by writing this letter, you will make the necessary changes within your company to prevent someone else from having the same experience we did.
We initially had a good experience with Rooms To Go when we bought a kitchen table, chairs, end tables and a coffee table from your location at 2846 Medical Center Parkway in Murfreesboro Tennessee. My wife and I recently moved in from out of state and bought our first new home. We were pleased with the service we received so we decided to take our business to your company again when we decided to buy a curio cabinet.
We purchased the cabinet on July 28th, 2017 with an expected delivery date of August 9th, 2017. When our new cabinet arrived it looked terrible. The wood was dirty, the glass was filthy and had dried water droplets inside. The base of the cabinet had a piece missing exposing raw wood, two of the legs looked as though they had been sanded down, the area above the doors had several dents and the doors did not line up when shut. We pointed these issues out to the delivery driver who told us to call the 800 number and request a technician because there was nothing he could do about it. We called the 800 number as instructed and were told that it could not be fixed because of the exposed wood and that a replacement would have to be sent out. We arranged to have the replacement cabinet delivered on August 18th, 2017 between 10am -2pm.

I received a text message from Rooms To Go on August 16th, 2017 stating that our cabinet would be delivered between the hours of 4pm – 8pm. We then had to rearrange our plans in order to accommodate the new time all the while trying to be understanding and as patient as possible. On August 18th, 2017, the day our cabinet was supposed to be delivered, I received a phone call from your dispatch center around 5pm who told me that the delivery driver had hit some traffic and that they had to adjust our delivery time to between 6pm – 10pm. We then had to cancel the plans that we had delayed earlier in the day. As 8:30 pm rolled around, I grew concerned that our delivery may not arrive. I called the store and spoke to the sales associate, Matthew Irons, who sold us the cabinet and he told me that he did not have access to the delivery system. Matthew also told me that he had spoken to the manager, John Evans and asked that I call back the following day after 9am if there were any problems with the delivery. So, we waited another hour and a half, after waiting all day and canceling our plans and NO ONE SHOWED.
The next morning, I called the Rooms To Go location where we purchased the cabinet to speak to Mr. Evans and was told that he did not come into work until 12pm. Shortly after 12pm on August 19th, 2017, I drove to the Rooms To Go location where we bought the cabinet and asked for Mr. Evans. After waiting several minutes, we spoke briefly and he told me that Matthew had brought him up to speed and about the difficulties we had up to that point. Mr. Evans asked me to wait while he got to the bottom of what had happened. I sat in the showroom for an hour and a half (I actually timed it) before Mr. Evans returned and apologized for the wait. He explained to me that he had been in contact with the head of the delivery department and that our replacement cabinet would arrive on August 22nd, 2017 between 10 am – 2pm. Mr. Evans also said that he wanted to hear from me when the cabinet was delivered an offered to refund our delivery charge (he was the first to do this). Mr. Evans also said that I had his word that our replacement cabinet would be delivered this time.
On August 22nd, 2017, we again waited for the replacement cabinet to be delivered and once again our time was wasted. No phone call, no text message, no delivery. I then called the Rooms To Go location and asked to speak to Mr. Evans but was told that he was not working that day, which was to say the least surprising as he wanted me to call him when our replacement cabinet was delivered. This in fact, was the second time I was told to call Mr. Evans during a particular time just to find out that he was not at work.

After speaking to an employee at the store about the difficulties we were having, I was transferred to another manager John Ware. I expressed my extreme dissatisfaction with the broken cabinet we had received as well as terrible customer service experience we had received. I also explained to Mr. Ware that Mr. Evans had assured me that our replacement cabinet would be delivered. Mr. Ware apologized for the terrible experience we had had and recognized that Rooms To Go had violated the trust. Mr. Ware offered to credit our credit card for a portion of what we had spent on the previous furniture items that we had bought. I explained to Mr. Ware that while I appreciated that, we were not looking for a discount, what we wanted was the cabinet that we paid for in good condition. Mr. Ware told me that he would contact the delivery department and get to the bottom of the issue and that he would call me back. A short time later, Mr. Ware did call and said that he thought the cabinet might be delivered on August 28th, 2017 but did not have a timeframe. Mr. Ware said he would call me the following day after 12pm to confirm.
On August 23rd, 2017 after waiting for four hours to hear from Mr. Ware, I called the Rooms To Go location and asked to speak to him. I was told that Mr. Ware was not working that day but that I could speak to Mr. Evans. Once again, I was told to call and ask for someone who wasn’t working that day.
Mr. Evans explained to me that when I visited the store on August 19th, 2017, he had an email exchange with someone in delivery and that he thought that his email had been sent to other staff members but apparently it had not. Mr. Evans told me that he had “dropped the ball” and that he was very sorry. I asked Mr. Evans about the delivery date for our replacement cabinet and he told me that it should be delivered on August 28th, 2017 but that he did not have a timeframe. Once again it looked like we would spend the day waiting for Rooms To Go to fulfill their promise.
On August 25th, 2017, I received a text message from Rooms To Go confirming our delivery for August 28th, 2017 but no timeframe was provided. On August 27th, 2017, I called the automated delivery line and found out that our delivery was scheduled between the hours of 10am – 2pm.
On August 28th, 2017 at 1:45pm, the delivery truck arrived and two men promptly removed the broken, filthy cabinet that had been sitting in our home unusable for the last 20 days. As they unboxed our replacement cabinet, they noticed that the wood on the bottom was split. Obviously, we refused the new broken cabinet as an exchange for our existing broken cabinet and told the driver to take both back. The driver REFUSED stating that he had orders to pick only one cabinet. While the driver and I debated back and forth, the other delivery employee used a pen to color the exposed chunk of wood. He then told me that the cabinet looked fine and that we should just keep that one. No attempt was made to address the dents in the wood, the sanded down legs or the doors. I then explained to both of the delivery employees that we would not accept another piece of broken furniture and the driver responded by saying that his truck was full and that he would not have room to take both cabinets with him. I told the driver that I had been told by both Mr. Evans as well as Mr. Ware that if the replacement cabinet was not to our liking, to refuse the delivery. He responded by saying, “I don’t know what to tell you, but we’re not taking both with us”. I told him, “Fine but if you leave it here, I’m going to load it in my truck, drive this thing to the store and tell them to unload it and give me my money back”. After some apparent pondering, the driver said that they would load both cabinets and return them (I guess he had room after all).
After this terrible experience, I called the Rooms To Go location and again spoke to Mr. Ware who apologized for our experience and added that he would make sure that our credit card was credited for the return. I explained to Mr. Ware that my wife and I are both active on various forms of social media and that we would be warning everyone we could about the way that your company does business.
In conclusion, we moved from out of state and found a company we thought we could trust and we were wrong. We trusted that you would deliver furniture that was “showroom quality” per the purchase agreement and you failed. We fought through the quagmire of a so called customer service system where no one is accountable and you let us down. We were told to call during certain times just to find that the person we were supposed to talk to was not there or that a delivery truck was full when it wasn’t but found that you lied. As I wrote in the beginning of this letter, I don’t want anything from you, you have lost our business for life. It is my hope that you address these issues so other customers don’t have to endure the terrible products, lack of customer service and lies that we did.

We have been long time Rooms to Go customers. This has been the WORST experience that we have ever had with this company. June 21 we had a bed and adjustable frame delivered. When delivered they cut the leather frame, left it with the head and foot in the upright position with a huge gap between the 2 pieces of the frame and not able to lower either as well as broke the welding on our canopy on our bed. The delivery guys told me to call and report it all and that a service tech would come out and take care of everything. They even stood up on the new bed to look at the canopy. I immediately called the customer service line and reported ALL of this. They arranged for a service tech to come out and "fix everything. I even called the local store where we made the purchase and spoke with someone named Joanie Lee who I told this all to. When the tech arrived he said he could not fix the canopy or the frame. He took pictures of the canopy and delivery of a new frame was set up. When the new frame was delivered they also did not know how to set it up and left it again with a gap between the frames, wires hanging out of the bottom, parts not attached and told me that it was ok to report them because they are just contracted. I called Christian (who was very helpful) at the local Rooms to Go store and we went down a step to another frame. That frame was finally delivered and left with a hole in the fabric and barely connected together because one of the delivery guys was in a hurry (his words). I called and ANOTHER service guy came out. He stitched the hole in the frame and made sure the frames were connected and wires underneath were secured. I pointed out the canopy - AGAIN and he said that it was in the system and should get taken care of. Each and every call I have made to customer service I have discussed the canopy and was assured it was being taken care of and I would hear from someone the next day. This has been going on for 2 months and is past the point of ridiculous. I called the corporate office today and was told that I did not report it within 72 hours. That is simply NOT TRUE! I did tell every customer service rep as well as Joanie Lee at the local store about it from my very first call. The fact that you did not send a service tech out to look at it immediately is not my fault. I actually begged for a tech to come out immediately so that we could have this addressed. I have told the customer service rep in each and EVERY call that the initial delivery people broke the wielding on our canopy. This customer service has absolutely been the worst that I have ever experienced. We were first left with a bed and frame that we could not use at all for 2 weeks while waiting for a replacement because of a very bad delivery and setup. The way that this has been handled from the very beginning has been very unprofessional. Now to be told that I did not report something is ridiculous when I immediately made the call about all the things wrong including the canopy. I am totally amazed that Rooms to Go has such little regard for their customers to treat them this way.
I would like this to be resolved as soon as possible.

I paid $169.97 for insurance on my living room suit. I purchased a Cindy Crawford couch, swivel recliner and love seat. All pieces recline. Since this was such an expensive suit (I paid cash) I agreed with the sales rep that I should purchase the scotch guard protection and the insurance coverage. I was led to believe if the suit gets stained for any reason the insurance would cover having the suit cleaned, since it was protected with the scotch guard and having the insurance.
I was told today that I should have the suit cleaned by a professional. I said don't you set that up since its covered by insurance. She says no ma'am the only thing the insurance will cover is for us to spot clean a small area with a cloth-by hand.
I was mis-lead by the sales rep to purchase the insurance. I would have NEVER purchased insurance for someone to hand clean a small spot with a cloth. I CAN DO THAT.

I bought the couch at the end of April 2017, 2 weeks after it was delivered the recliner broke. Rooms to go came out and fixed it a month later, now I have an issue with the arm coming off of the other side of the couch, Rooms to go said it will be the end of September before a service tech will be in my area to fix it. I have tried to get them to let me return the item and they said there is only a 48 hour window to return items. I cannot get them to help me other than just keep sending a service tech out to my house. I asked for a manager and they said that the manager would just tell me the same thing

I purchased a sofa sectional at the outlet I understand it is as is when you buy at the outlet. Date of purchase June 30, 2017 order# [protected] the sofa is hardly been used I have no children jumping on it hardly any visitors to sit on it but it is sinking down you can clearly see what looks like a hill from the front to the back this is not suppose to happen it is brand new. You can send someone to come and take a look but it is very uncomfortable you sink in and it is hard to get off of the sofa I will send picture though it is really hard to see I will take different angles. I clearly can not use this sofa I would appreciate a response asap with either a refund or a choice of something else. I have purchased furniture from in the past I have never had a problem I have a brown sofa it is over 6 yrs. old in perfect condition and still in excellent shape and still comfortable. I can be reached at [protected] email [protected]@bellsouth.net I was directed to send you a letter from your customer service department. Thank you.

I purchased a couch from rooms to go last year. Since then I have had to call them two times to come out and repair a tear in the couch. They came out and sowed the tear but the stitch came out both times. Now I have a tear about 4 inches wide and when I called to let them know there's no more repairing to do it's time for either replacement of the middle section or a store credit to my account so I can replace it myself, I was told there's nothing that they could do. I even paid $160 for the warranty but they said tears were not covered only stains and spills.I told them well what can I do at this point do I really have to take legal action and all they stated was "yes do what you have to do." Are you kidding me, I have purchased over four living room sets from rooms to go in the past 10 year. I will never shop there again

Order# [protected]
When delivery was set up there was a note put on the account to call ahead an hour to allow myself or my husband to get home. The delivery driver called when he was at the house then would not wait for me or my husband to get home. I called and spoke to customer relations who spoke with dispatch and was told the driver would deliver the furniture after he made his other deliveries in Yulee. Needless to say it did not get delivered and I would not have known it was not going to be delivered either because they did not call me. I had to call back to delivery then I was told it needed to be rescheduled. I spoke to the store where I purchased the furniture and was told that it was the mistake of the delivery team because it was throughly noted on the account.

We had purchased our living room set in August 2016. We really did not want a light color material because of our pets. The salesman told us not to worry because if the furniture was treated, it would never leave stains.

We had a RTG inspector come look at the couches and take pictures for the stains we could not get out. When the representative called my husband, he felt insulted when she told him we did not take of our furniture! :( Actually, we take very good of our couches. We can't even enjoy our couches without covering them with blankets to prevent stains. When we see a spot, immediately use the special chemicals from RTG. Almost every room in our house has RTG purchases. Our top store has always been RTG --- until now! Our faith has been shattered by the way we have been treated. What stains are not covered by this plan? Why should we have to pay for our couches to be cleaned? We already paid over $100 to avoid this issue. This warranty is misleading. We feel we waited our money when purchasing the protection plan. When I researched online, I found your company has over 1600 complaints. Please help make us whole and restore our faith in RTG.

Regards,

Sharon Woodland [protected]
Daniel Finn [protected]

March 11, 2016 my home flooded. We rebuilt and had to purchase all new furniture for our home. The majority of it came from rooms to go in Covington Louisiana. We did not have flood insurance because we were not in a flood zone. My furniture was purchased in April 2016. I understand that there is a one year warranty on your furniture. But when I called them today July 8, 2017 with an inquiry to my kitchen table worping on the table top in 3 different places they would not speak to me. Out of warranty! Obviously this table is defective and I spent a lot of money in your store. And I am not given the time of day is pretty crappie. I would appreciate a call back to discuss this matter. At this time I will never purchase another piece of furniture from your store! Someone should stand behind their product. Attached are the 3 spots on the table that are worped.

Buyer beware! I purchased furniture in TN for a beach house in FL. I purchased a living room set and two bedroom sets with mattresses. After three deliveries, I still have damaged furniture. (Damaged, at the warehouse, delivered damaged merchandise, backordered items... ) The 1st sofa sleeper frame was damaged like someone took a hammer and beat it 20 times. The last sofa sleeper I received as a replacement was filthy dirty and when we open it the sleeper looked like someone had sex on it. I told the driver the take it back to the warehouse along with the rest of the items on the truck. We live out of state so it's a HUGE hassle for deliveries. I have talked with customer service, store employees and managers at least 20 times. The best they can do is give me $65 off the damaged sofa sleeper and void the warranty or I can try one more time for a new sofa. My original delivery was in April it’s now July. I totally regret spending any money at “Rooms to Run From”!

U brought this sectional 3 months ago I have had issues with the chase and the folding of the pillow I called rooms to they sent someone to replace it is still the same way. On top of that the legs are plastic. 1 month after I purchased the sectional it went on sale I called and was told they will not do a price adjustment. They are very rude will never purchase anything from them again I will never encourage anyone to purchase from them then I I found out they are rent a center. What a rip off and waste of money

I bought a sectional couch from your company less than 4 months ago. Two months after I bought it, one of the legs broke. I immediately called customer service and was informed the couch was sold "as is". I understand "as is" I just thought Rooms To Go sold quality merchandise. Home furniture is suppose to last years, not a couple months. The next time I tried to get this resolved I spoke to Stacey Creasy, she said she would have someone come repair it. After waiting 3 weeks I get a call from Jessica Moralez stating that I needed to call the manufacturer. I didn't buy the couch from the manufacturer, I bought it from RoomsToGo! I would like my couch replaced or at very least repaired. On top of that I am paying double what the couch is worth. I have no credit and am being taxed for that. It is completely ridiculous. I make my payments on time and in full. Now I have a non-functional couch. I expected better customer service and quality merchandise.
Rooms To Go
2253 Gallatin Pike North
Nashville, TN 37115

Horrible experience with this blunder of a business. My order has been messed up for two months, pieces missing, not all pieces shipped, delivery dates not set up, and partial deliveries delivered at 9 p.m. When I purchased an apartments worth of furniture, I was never informed that my sofa was on back order. When my furniture was delivered, pieces of the bed were missing, the driver wanted to set the bed up where he thought it should go after I told him where I wanted it to go and got mad, pieces of my end table were missing, and I was informed, by the driver, that my sofa was most likely back ordered since is wasn’t on the truck. It was several weeks before I received the missing piece to my bed. My sofa was to be delivered today, exactly two months after being ordered, and the wrong sofa was delivered. I have not had anything to sit on for two months and Rooms to Go had the nerve to offer me a hundred-dollar discount and another delivery date in for August, another 2 months. REALLY? The sofa I purchased sits on the floor in several locations, yet I was told by customer service, who is not trained to handle an upset costumer but is trained on rudeness, that it is against corporate policy to sell off the floor. I suppose it is corporate policy to inconvenience and lie to the customer. Now I am told that it will take two days to process the return request, a week for the store to schedule a pick up and my refund will not be issued until the WRONG sofa is picked up and ANOTHER 21 days for my refund check to be mailed to me. That spells out that I will be sitting on the floor for another MONTH.
I plan to let EVERYONE about this. It is going to be posted everywhere I can think to post
Rooms to Go is awful and I WILL NEVER shop there again.

You just hired this man and he is working at your CoolSpring, Franklin, Tn store getting ready to locate to the new Murfreesboro store as manager. Get rid of this pedophile before he caused more trouble in your store. He married me while he was still married to his wife which makes him a bigamist. He was fired from Aaron's because of sexual harassment. He is a good salesman because he sold me the story that he was divorced for two years. He does not walk in a ethical manner. He is a thief! Please watch your things...He will be prosecuted for fraud. I will have camera of chanel 5 news there soon for his arrest.

I bought furniture from rooms to go outlet, I was not informed it was not "new".
I bought it in September 2015, one of the sofa legs was broken.
I called the store and asked to speak with supervise.
HE said they don't provide more than 1 year guarantee for the furniture and that my furniture was not even new. I did not know that because it did not say when I bought it.
I asked if he can tell me who can fix this because as per a friend this is a manufactory error, and his answer was NO, we can't help with anything.
I had an ikea sofa that was 1/5 of the price of this sofa and it lasted for 7 years and I gave it away and was still good...
This sofa I had for less than 2 years and it is broken and they cannot even be nice to tell me how to fix it.
Very bad staff, service..
I even ended up paying much more of what they told me because when you do the financial option they gave you, automatic it goes higher after 2-3 months, that I also was not told.
Not honest.

We ordered close to $5, 000 worth of furniture from RTG this transaction on 1-24-15. The curved bench ([protected]) cracked within the first year we had it on the seams. Called and it was replaced with out issue around March of 2016. This past Saturday we spent another $2, 000 on furniture and while there I asked about the bench because AGAIN we have cracking on the bench. I have had no issues with cracking on the chairs that are the same material.
The sales person stated he has heard of issues with that and I should call again and see what could be done.
Spoke to Kathy today (5-31-17) at customer service. She tells me there is nothing anyone can do for me. The system does not allow her to add anything it will kick it back because it is out of service dates. Asked to speak to a manger and was told the system won't allow them to do anything either.
I am requesting a new bench to replace the one that is cracking. This bench is 14 months old. It should NOT be cracking. We have spent a lot of money on furniture at RTG and have been happy. Please contact me for replacement [protected]@austin.rr.com [protected]

I am totally dissatisfied with rooms to go. I will never recommend anyone or shop again at one of there stores. Very rude no compassion for disable ones make sure you find out about return an refund policy before you purchase anything, because you stuck like chuck. Purchased a defective mattress reached out to them to pay for for a upgrade one to no avail. Had to wait until they send out a representative to confirm the mattress was defective.
I end up purchasing a mattress an boxspring directly from Serta. I explain to them that I just loss my wife and just getting out of the hospital for kidney failure, my daughter move in with me and need a bed right away. I told them I'm not looking for any free, just wanted a refund, charge me for restocking fee because I don't have money to waste. They said no. Store credit or pick something else out. I explained to them I do not need any thing else all my other furniture is new. I ended up take my sister back with me an told her to pick something out that she may be able to use as a gift. Which I really need the money to help pay for medical bills." STAY AWAY FROM ROOM TOGO BAD CUSTOMER SERVICE"

Ordered white sectional on May 5th. They delivered on May 12th wrong sectional mix pieces black/white. Had to wait until May 18th to get a new delivery only to be pushed from a 12-4 window to a 2-6 window to they will be there before 8. Customer service is a joke as they accept no responsibility or accommodations for their errors. Warehouse doesn't pay attention to detail (pulling wrong order) not to mention the customer looses a day of pay fooling with the shenanigans. I bet you rooms to go didn't loose not one penny as I sat all day waiting on delivery. PISSED...account closed along with two other accounts of unsatisfied consumers. QUALITY OF SERVICE IS OVERRATED.

I bought a sectional leather sofa november 17, 2014. I waited in line and researched about this product and got very good reviews on it, so I went ahead and bought this sofa and along with the sofa I bought the full extended warranty.

It has been 2 years and 1 month since the initial purchase and I started observing flaking in on parts of the sofa (See image). Oncei saw this, I called rooms to go customer service and I was told that this 'flaking' is not covered. Again I went to the store I orginally purchased the sofa at to see if there was anything they could do at the store. This time I went with proof, pictures of the flaking on the sofa. When I talked to the store manager I was told that the extended warranty covers only food and liquid stains. So, I tried to talk to them and they were very adamant and not being compliant at all, just saying that they can not do anything because this issue is not covered in the warranty.

Alright, the sofa is very moderately used, so my quesiton is possbily how will there be food or liquid stains on a leather sofa. Okay, so what I do not understand is, why say that the warranty being sold to customers covers everyhting and any sort of problems! And when I told them that I am noticing damage, nothing is covered. How is this possible? The way they told me about their warranty made me feel like the products are only meant to be used as show pieces but not as somehting we can use, like sitting and resting on the sofa. This is ridiculous!

Rooms to go is doing unethical business, they are directly lying to the customers, conceiling the facts! If this is the way they are going to do business, then I will never go back to this store, blatantly lying to their customers just to get money out of us! If this is the case, then I will make sure that I will never set foot in that store again and make sure the people around me will not be going into that store at all! I was so influenced that I bought a bed with rtg, also a very horrible idea. Right when I was thinking about buying another product with them, this happened and now they have completely lost all of my trust, never will I ever buy anything from them. I advise people who want to shop at this store, not to, look in another direction! Don't waste your money on horrible quality materials!