Rooms To Go
Reviews and Complaints

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!

I ordered a walnut 6 piece Mango table and chairs. Delivery window is 4 hours therefore someone needs to take off of work to be home. Today my Husband did that. Delivery arrived with 5 out of 6 chairs and we are not being expected to take another 4 hours out of our schedule and time to meet there need in order to get final chair. The customer service representative that I first spoke with Cynthia was I have to admit professional even though I was unhappy. I asked to speak with a manager in order to report my feelings about the situation She transferred me to someone named "Connor" maybe he was a manager but he was rude and I knew no point in voicing my thoughts as it was clear from the get go that he did not care. Rooms to GO should go out of their way to correct a wrong not expect the customer to.

I bought a bunk bed for my daughter cost me 1200 dollars. delivery comes and doesn't even try to put the bed in the room when they tell no nop the stares wont go in. they advise my to go buy a knew one. then they left my daughter without a bed. shes crying they didn't care and were very rude. If your employers are so rude I at least expect them to to a good job

A year ago we bought a set of polyester material. We asked the sale person if that material it won't pill by the time, she told us the will never happen. We have the guaranty and now they're making us pay the delivery plus the guarantee for the new couches the we are getting. My husband and I we're Unhappy for all this situation; our son it's three months old and he has many allergic reactions. We called Rooms to go corporation to tell them we don't want to buy or get anything from rooms to go we just want our credit back without getting nothing, cause I don't even knw what's good in there.

I Purchased a couch and recliner. The recliner is too large for the room and I checked with the store regarding any options that we may have. The total cost of the pair was almost $3, 200 delivered. They offered to take the chair back and give us a store credit. The chair was $574.28 and they gave a low ball offer of $300 in store credit. If we purchased another item and had it delivered and with taxes there would only be about $175 in purchasing power left. I would be better off selling the chair than return it to the store. I understand there is a cost to return the chair but I believe they are taking advantage of the situation. They must think they are the only furniture store in the area. Having repeat customers must not be part of their business model.

My coach is now sagging to the floor, the material is of poor quality, faded and stained regardless of protection added via R2G. They sent the wrong table and never replaced it with the correct one. The lamp had a hairline crack that they never replaced. The ottoman is mishapen. They sent two dudes who didn't speak English that left everything in boxes and in the wrong area of the home. Now my warranty that I DIDN'T want doesn't even protect my actual issues. Poor customer service.

I was asked on Twitter by @Roomstogo to fill out this complaint form:

I purchased the Highland Park Pearl 5 Pc Counter Height Dining Room set and within the first year I noticed the set was not holding up and looks horrible. With normal daily use the material on the seats, especially the bench, was snagging easily from jean pockets, rough clothing, etc. and gets easily stained from dyes in clothing. I contacted Rooms To Go to see what could be done...after all I purchased one of their more expensive sets thinking it would hold up, yet that proved to be completely untrue...and all I got from them was "there's nothing we can do, your past warranty"! In my opinion, this is NOT how you handle customers who have invested a lot of money with the company and certainly not after the set is less than 2 yrs old! In the future, I will go to another furniture store in my area, pay a little more, but know I'm getting quality products that will last...and a much better warranty.

I have received merchandise that did not fit the order we made in the store but I am getting no satisfaction from the local store, Gulfport, MS #684. Order number is [protected], Phone [protected].

My wife and I went to the store, #684, on January 14th, 2017 to see if we could find a bed for a room in our home. We found a bed that met our needs and worked with the salesman, Justin Barnes (038300), to order the bed. We asked for a full size bed with a full size mattress. Justin put in the order on the computer and my wife noticed that he put in a twin size by mistake. She asked him to correct it and he said he would as he completed the order. Then he started pitching us other items we needed like a mattress cover and Bunkie board, which we accepted. He then put that info in the computer and quoted us a price, $1053.91, which we accepted. I then signed a second terminal, not seeing the order just a signature line. We left the store at that point.

On January 24th the delivery truck showed up. I showed them where I wanted the bed and went back to my home office to work as they put things together. The delivery person came to me and explained we had a twin bed frame with a full mattress and accessories. I called Justin at his office and explained that we had a problem since we had ordered a full size bed. Justin told me on that call that the error was his fault and he would correct it. He stated that I would receive the full size bed frame at no more cost to me. He told me he would call me back later that day. He didn’t call.

A few days later I called to get the updated order number ([protected]) and a delivery date. Justin told me the full sized frame would be delivered on February 8th. I asked if there was any extra charge and he told me that he had taken care of that since it was his fault we had the wrong bed.

We received a call a few days later that went on our voice mail that we had to pay an extra $133.74 to get the full sized bed. I called Justin on January 31st to ask what was going on. He told me he would talk to his manager and get it straightened out and then call me back. He never called.

On February 3rd I called and was told Justin was busy. I left a message for him to call me back. He never did. I called again on February 6th and Justin was not in the office. I talked to another salesman (don’t remember his name) and was told that I needed to pay the extra money to get our bed. I told him I was not going to do that. I told him to come get the stuff delivered out of my house and give me a refund. He told that the company did not allow that. He said he would talk to the store manager and have him give me a call back. No one called.

I called on February 7th and left a message for the manager. He never called. I called on February 9th and talked to Justin at length about the issue. Now he was telling me I had to pay the extra money to get my correct bed. He told me he would talk to the manager and call me back. He never called.

I called your Customer Service Number and spoke to a person there. I was told that I had to work out the issue with the store because he had no power to fix the issue. I told him I was trying to work it out but was not getting anywhere. So, your customer service was no help at all.

I called the store again on February 10th at 1:21PM and left a message for the manager. I never got a call back and I waited 2 hours for a call. So my wife and I went back to the store to talk to the manager. (this is a distance of 20 miles one way which is why I was trying to solve this via phone) After I explained the situation and all of the phone calls and all the times he was supposed to call us he told us that no one had told him anything about this issue. He actually was angry at me for even mentioning that his people had not told him. Frankly, I did not believe he heard nothing about this issue beforehand. Then he went in his office to find a solution. He returned about 10 minutes later to say that he could give us a $100 store credit. I told him that was unacceptable since the problem was not my fault that the order was screwed up. I told him I wanted him to send someone out to the house to pick it all up and give me a full refund. He refused. I told him I needed that done or I would have to go to talk to a lawyer. He pushed the order paper into my hands and walked away saying he was done talking to us.

At this point I am at my wit’s end. I need this resolved. I acted in good faith working with the salesman to correct this problem HE created and got promises that were not fulfilled. I have tried your customer service number and got a run around as well that they were not able to help me. How is that possible?

So, I am writing to you expecting a resolution. As it stands I will never set foot in that store again. The way we have been treated by your company on this issue is abominable. I am appalled at the lack of customer service skills or appreciation.

So, at this point I expect one of two things to happen:

1. Someone comes out here and picks up this merchandise and give us full refund in the manner of my purchase ($500 cash and $553.91 to my credit card). I have attached a JPG of the merchandise which is still sitting as the delivery people left it, untouched and unwrapped.

2. Someone comes out here with the correct full size bed frame and completes my original order.

Those are the only 2 choices. If I do not receive one of these two in response to this email I will contact my attorney.

I've sent 2 emails with no response. Your customer service reps are rude, disrespectful and should be unemployed. To hang up on customers multiple times, call you a liar and give no assistance what's so ever. They are not problem solvers and should be out of busIness if you cannot take care of your customers. It's pathetic. I will never buy a piece of furniture from Rooms to go again and would never recommend this company to anyone.

On 08/08/15 we buy the dining room set. After the year we buy the set the table start pelling off on the top. I call customer service and since we buy the extend warranty they said the will send a technician to check the table so i file the report on 11/10/15 they check the table on 11/23. The technician said he can't fixed so he will talk to costumer service took pictures and left. A week later customer service call me to tell me the extended warranty denied the claim. So i call the warranty and they said it was customer service in rooms to go. They make another appointment for 12/23/16 and another technician came and the same took pictures and left. Rooms to go call me and they said my claim was denied cause it was not manufactured defect. And when i buy the dining room the salesman told us that the extended warranty will cover anything.

Claymore Park black panel bedroom
purchased in September 2015.

Corner of chest is splitting cracking. First repair done in March 2016. Noticed yesterday that it is splitting again! Same exact spot. Soon the corner will fall off of the chest. Customer service could not help. Out of warranty. Even though a previous repair was done.

Side boards on the king bed split (cracked). Like dry wood splitting apart. Even though these boards are decorative and only hold the head board and foot board together. Replaced in October.

Bottom of night stand wood split and cracked. Replaced in October.

So there is a history with this furniture to have problems and issues with splitting and cracking. I am still making payments on this furniture and it is known to be defective. My previous bedroom set purchased from another furniture company lasted 25 years. No issues, no cracking/splitting. Nothing defective. It is sad, frustrating and horrible that after a year and a half to have this many issues with this bedroom set. What is going to happen 5 years down the road?

I

we purchesed a couch from rooms to go less than a year ago and not even four months after it started peeling at the seems and then all over the sitting area .this is couch that is hardly ever used do to the fact we work all week and the only time we use it is on the weekends . we would like this issue resolved soon as posible .
i would like to exchange for something different.
date: feb. 09, 2016
agreement #mnf0140
item # [protected]
model# sfa500

It started off when my leather color was coming off. I asked someone about it and they said it wasn't right. That's not supposed to happen. They told me to call customer service that it is on warranty. So I called, They told me its not. But they said for me to take pictures and email them. So i did. They called me back and said it would be under a factory warranty. They told me to go to the store and pick out another furniture. They were giving me a credit of the furniture. So I did. The guy was nice. He set it up, and I paid extra for the leather protection originally. Well he came back and said I owed almost $500 extra. They were charging me for delivery, Which why? I already paid it once. Its not my fault this was a manufacture defect. And of course they were charging me for the leather protection. I voiced my opinion. They took care of it. I then owed $12. Really? Why? Now this is where I'm a little mad, okay, really mad. I waited two weeks for the delivery. They gave me a window of between 10 am and 2 pm. So I set my schedule on that. I had a unexpected funeral to attend, waiting for a phone call, I sat in the back. They called me to tell me its going to be later in the early evening. I told the dispatch this was unacceptable. I have dinner plans after there delivery. I also told her to tell the drivers to step it up. She then hung up on me. So I called the customer service and they said the same thing. I asked for a window, they said they cant give me a window. I'll get a call 30 minutes before. Not only I'm going to waste my day I'll miss my dinner plans also. Well not only I never received a phone call from the delivery drivers. My delivery came after 6 pm. I'm not blaming the delivery guys. They worked really hard. But they did tell me that the company added 4 more deliveries that what they can handle. Of course it put me last. Thank you for screwing up my whole day. I will be reporting this to the BBB and any other site I can find. This Is very unprofessional. They get there money and then It's a fight to receive your furniture. It shows on many many complaints you read here or bad stories you've heard from people that have dealt with rooms to go.

We purchased a sofa and chair set from Rooms to Go in 2009 from a Rooms to Go in Clearwater FL. We live here 3 months a year. In 2014, both pieces started to fray and shred (see attached photos). They continue to peel away. We visited the store, spoke to the manager and showed him the problem. He suggested we call corporate. We called and were told that the sofa and were chair were too old. We explained that even though that was true in years, it was not true in actual wear. We were told they would review the case but never got an answer. We have returned to our condo this week. The chair and sofa have gotten worse. We are planning to throw them out.
Our experience with the sofa and chair and the service at Rooms to Go was awful. We will not be shopping there again and have shared our discontent with friends. Very sad
Paul Folkemer

I'm not the kind of person that gives complains, but my experience was really bad, i bought a bedroom set and a sofa, after 2 months waiting on my delivery, the dresser was broke, i had to return it, my bed was incomplete, i still have part of the furniture in my house, and still waiting for you guys to come and help me out, i contacted customer service and a very rough lady treated me like a piece of garbage, telling me that I have to wait for your availability, after i had moved all the stuff from my room, honestly very disappointed, is my first time buying from u guys and it will be the last one, and i will make sure that I tell every single person that I know, my experience with you, thanks

I purchased a new living room set from Rooms To Go in 2015. I noticed some dried looking debris attached to the outside of the furniture but really didn't think anything of it. Within a year, I started breaking out and feeling like something was biting me but I couldn't figure out what was going on. I have my home exterminated every 3 months, never saw anything. After several months of torment, I began wondering if it was bed bugs so I Googled bed bugs to see what they look like. Then 1 day, I finally saw something that resembled a pic so I threw my mattresses, the beding, pillows, mattress covers, EVERYTHING away, I thought all of it had somehow got infested. After sleeping in another room for several months, I finally purchased new mattresses, bed bug covers for them as well as bed bug covers for the pillows. I purchased new bedding and sheets as well. I was so excited to move back into my brand new beautiful room. Five days after getting my new bed, I saw a bed bug in the middle of my brand new comforter! I was devastated! I wanted to just grab my purse and move! Instead, I contacted my exterminator who came out and treated my bedroom, he confirmed I definitely had a bed bug problem just before I got rid of my old bed so when I saw this new bed bug on my new bed, I just lost it! I contacted my exterminator again who came out and exterminated my bedroom and whole house and yard again. While waiting on him, I began frantically looking at all my furniture. I decided to check under the sofa pillows only to discover the whole sofa set was infested! I literally saw them embedded in the Micofiber! They were hiding in the seams, some was alive, some was already dried up like what I had seen on the outside of the sofa! They were very hard to see because of the chocolate color of the sofa. As it turns out, while lounging on my sofa and then moving to my bed, I was transferring the bed bugs from the sofa to my bed which means there was nothing wrong with my mattresses at all, it was the soda all the time! So me and my grandson had been tortured for a while, being eaten alive!
In 2013, I purchased a bedroom set with mattresses/box spring for my grandson also. My daughter advised me they had bed bugs in their brand new home. The exterminator told her they seem to confined just in my grandson's room. They were in the furniture I purchased for him from Rooms To Go. She was forced to throw away a practically new bedroom set, including the mattresses and all the bedding, pillows, etc, all of his books and some clothing. After my ordeal, I realized that both sets of furniture came from the Rooms To Go warehouse in Brookshire Texas! I will never purchase ANYTHING from Rooms To Go ever again! The warehouse where they store their furniture has to be infested with bed bugs, that's where both sets of furniture came from! The public needs to be warned because this is a serious problem! Of course I threw the sofa set away and everything else in my living room. This was 3 1/2 years of torture and lots of wasted money spent!