Rooms To Go
Reviews and Complaints

Around the end of March 2023 I bought my girls a bedroom set and mattress from Rooms to Go. It was the one that has a gray fabric headboard with lights around it. I thought it was so pretty. Within a few weeks my girls were waking up with bite marks and I thought it was mosquitoe bites. I started getting more concerned when it started get more aggressive. I kept telling my husband something is biting my girls.

My daughter started thorough cleaning her room and found an adult bed bug. I couldn’t believe it. I called terminex the next day to have a look and at first he didn’t see anything but when he flashed his light in the headboard they were hiding underneath the creases. I almost died.

I called customer service and was talked to rudely and told there’s nothing they can do about it.

My husband and I went shopping for a recliner MLK weekend this year. We didnt have a huge budget and live frugally. We had a sales woman help us and we were sold on one and even talked into additional cost for warranty and if anything happened it would be cleaned or fixed. With a few weeks, the fabric looked terrible and we discovered the arms are not permanently attached. We called in on our warranty and were told "pilling" isnt covered. This chair that costs us roughly $400 isnt presentable in our den. I will NEVER shop at RTG again!

In ordered a bedroom set that was delivered and put together incorrectly. It is a parallelogram instead of a steady rectangle. There is a huge gap on the bottom of my bed which is not safe. I called immediately when I noticed it after the rude person who put it together left. I have little children who could get hurt. Now that I reschedule to have this fixed( which I had to wait a week for) doesn’t show up and says he “called” and no answer. I have been by my phone the entire time. I am called room to go customer service and now they are giving me run around. Super disappointed and I will be filing a complaint.

When I purchased the fortegra warranty package on my couch/recliner, I was so excited to have a fall back in case something happened to my new couch. It wasnt that expensive, so for me it was a no brainer with a dog! I received a small brochure on this and it listed what was covered. One of those items was "Pet biological stains" which is what happened to my couch unfortunately. It took 3 months for any update on my 1st claim. After calling back multiple times for updates and a status on this, I finally got a new couch. Now let me note, I kept asking just to replace the cushions (this would have helped as I could have used the pee cushions for my dog and used the nice ones for myself/guests), but after 3 months of having a pee stained couch, I finally agreed to take the new couch. Well, unfortunately my dog peed on the new couch not long after I got the replacement. So I submitted a claim again with fortegra. They sent someone out with a dish rag and a spray bottle to "clean" the spot. By the time someone came out, the pee had seeped into the couch cushions and wasnt "visible". Since there was not VISIBLE stain, they did not cover it. They also told me that once you have a claim submitted for an item, that contract is now void and I would have had to REPURCHASE the warranty package on my new couch. NO ONE told me this. NO ONE told me also that for pet stains, it has to be a VISIBLE STAIN TO THE HUMAN EYE. Im sorry... so I just get to SMALL PISS because the pee didnt leave a stain because my couch was dark colored?! There are so many complains I have that I could go on and on. This was a readers digest version sadly. I am so unhappy with Rooms to Go for not explaining this warranty service, for not replacing the cushions, for not telling me I need to repurchase after a claim is filled out. I am also unhappy with fortegra who could have also done the same, but also the worst customer service. I have received emails that said "per our call" but there was NO CALL! They also would never call back. Left a message with someone and never got a returned call.

DO NOT PURCHASE THE WARRANTY, IT IS A WASTE OF MONEY!

This is the second recliner we've purchased for my mother at this store. The first one, the motor went out and they couldn't get the part so they offered reselection. We did that and it cost us a couple hundred dollars more plus I purchased the protection plan. The second recliner has not been in the home for a year and the padding on the right arm has shifted along with a gap on that side. The tech came out and told my mother this sometimes happens and he couldn't fix it and rooms to go would replace it. I got a call telling me its not considered a manufacturing defect and the tech did not put in about the gap. They told me there was nothing they could do since its not considered a defect even tho I questioned why the padding would be shifting. The rep told me my mother should not be sitting on the arm. I told her my mother does not do that. My husband and I have spent quite a bit of money there and I'm appalled and this treatment. I will never purchase another item from this company. Lousy customer service!

In 2018 we purchased 2 King Kingdown Geralyn Mattresses (buy one get one). The mattresses have a 10 year warranty. One of the mattresses side collapsed so we called customer service who sent out an inspector. The inspector confirmed that the mattress was defective and was under warranty. The customer care representative called and advised us that the mattress we purchased was discontinued and we would need to "reselect" a mattress. I went to the store in Naples, FL and I asked the manager to replace the mattress with a comparable mattress . Since the Kingsdown is not longer available they advised the warranty was not for a replacement and advised that he was only authorized to apply 1/2 the cost of the mattress we purchased. All I am asking is to replace the mattress with a comparable mattress. Order#29770729RT

We purchased this sofa on 6/20/2014 order number 9781998. I have tried calling about this issue prior to now and research that they have a major failure with blended leather. I have spoke to several store reps and they all stated it was a recalled issue. I have researched and seen so many complaints about this issue. There seem to be a Class Action lawsuit, and no one sent me information about it. Rooms to Go is false advertising that the product is leather and now don’t want to stand behind fixing this major concern. I have purchase several products from Rooms to Go. I called July 18, 2023 when the problem started getting worse and spoke with Rep Jessica about this issue and she stated I’m out of warranty..I have attached photos of this issue, I asked to speak with a supervisor and phone call was dropped. Spoke to another Rep who states that they are not recalled of a recall and they stating its out of warranty. Sales Reps tells customer they are purchasing Leather, which leather does not crack nor peel.. No one sits on this sofa its well kept and now it’s cracking and peeling. This sofa looks brand new on one side.. It seems to be an ongoing concerns with several customers and before I pursue legal actions, I believe Rooms to go should take responsibility of this and replace sofa or store credit. Rooms to Go Do Right By Your Customers we trusted to give you business and our hard earning money.

Order [protected] purchase from Concord Mills, NC

One (1) Deck Dove Chair advertised as Leather

This chair was purchased on 6/19/23 and delivered on the following Thursday. We had the delivery persons unload in the garage to allow the odor to dissipate. We moved the chair into the house after approx. one week. We left the chair in the open position to try and further the odor reduction. We did not apply anything to the fabric but did sit vinegar, etc under the chair to try and help remove the odor. We eventually had to move the chair back to the garage. Overnight when you walk into the garage in the morning you can smell the odor. My wife cannot handle the odor. We were told that this chair is primarly true leather. I do not believe this. It appears to be the same fabric texture all over. I believe it is a faux leather that is made from polyurethane.

It is my bad for not reading the back of the bill but I saw no sign in the store nor did the sales person who helped us advise of Room To Go's return policy.

We would like to return the chair and get our money.

Please review this complaint and claim and advise.

Derek Eason

[protected]

I purchased the extended warranty which is supposed to cover rips to the fabric. All four pieces of the sectional are ripped all along the seems. Less than six months old and it’s literally falling apart in multiple places. They cover rips but not the rips that take place at the seams! why would a six month old couch be tearing apart at every seam and why would i pay for coverage that doesn’t cover anything.

It’s the cheapest and worst fabric ever. everything stains it. even water to clean a stain will further stain it. Impossible to live with. the large stain on the arm and seat are just a regular spill cleaned with damn cloth. it set in immediately

We aren’t hard on furniture we had another leather couch for 7 years without major incidence. we sold it “like new” when we moved .

7/14/2023 5:21pm

Ordered $10k or so worth of furniture from you guys and every order we received had damaged furniture on it which we have sent back and waited on again. We sent a couch back and was told we could not return it and had to replace that with items that totaled the amount of the couch. When we purchased the couch it was not available in the store and we could not gage the size. When we received it, it was too large for our space. We wanted to return it but were told we couldn't. So we ordered items to replace it and it's not RTG furniture. We just found that out yesterday. It's from another vendor and is shipped directly from that vendor which we didn't know when we were told to order more items. On top of that, we have to put it together. I don't order stuff to put together. I can go to Walmart or Amazon for that. The console table was delivered UPS today and wouldn't you know it, it's missing the legs for it. Every single thing we have ordered has had a problem. I called customer service to get this issue resolved and could not. I was told I had to email special orders and wait on them to respond to handle the issue. On top of me having to put this thing together I now have to do more leg work and handle this problem that is not my fault. This is unreal. It has literally been the worst experience. And we are repeat customers. We had Cindy Crawford furniture that we loved and was actually good quality. After this, I will never shop RTG again and I will make sure I tell everyone about my experience.

We purchased a Dining set for a short term rental in late 2021, we were deciding if the table would work for needs, my concern was the finish on it seemed that it would not hold up to short term renters, I voiced this concern and the lady doing our paperwork suggested that we purchase the warranty, typically we don’t buy the warranty, but she told us it would cover any kind of damage that a guest would do to it… even cutting on it, in fact she said that they could take a lighter to it and it would be covered. Wrong… when the warranty company came out to look at it they denied the claim stating it was scratched, well even if it was according to the sales person it should be covered, but it wasn’t scratched, it started with little white dots and now pieces of the finish are peeling. We were lied to by the sales staff, and the warranty company is calling the table scratched, which it isn’t, the finish is literally just coming Off with the frequent cleaning that is required at a shorter rental. Rooms to go lied!my husband and I were both there and know what we heard, they not only will not cover the table that has manufacturer defects, it also will not refund the insurance policy that they lied to us to sell… I’ll share my story with everyone, including the MANY Short a term rental groups I am in.

DO NOT WASTE YOUR MONEY on rooms to go Fortegra Warranty. I bought a Sofa, Loveseat and Chair from them with the warranty. i was promised anything happened to the leather i was covered and would be replaced. i should have known better. Worse experience i ever had. i started noticing all my cup holders having cracks on them about 2 months ago but i dismissed it as not a big deal, then i noticed my leather had like a minor burnt mark on the sofa but i also had some minor scratches on the loveseat as well .When i reported it they sent someone to my house to look at it and next thing i know they denied my claim saying it was wear and tear. I almost lost my mind. I was getting ready to buy another set of furniture from them and now i just cancelled the order. I still want to see if i can sue them. I paid for 3 years with the what seems to be usless warranty. What a rip off! i will scream to the whole world so they know what fortegra is up to and post to as many of these review board sites i can find

It’s been 2 months since I’ve been waiting on a refund I had reserved the room I wanted. Then later call to cancel the order. This was from May! They never cancelled my order. Guess what no refund still this is ridiculous. I haven’t received any thing from rooms to go. Call the store June 5th nothing happen called back on the 23rd it was never cancelled. Finally i was fed up call the corporate office they said the refund should be in 7 business days. Now I’m here again still waiting for the refund. I am disappointed with rooms to go .

**DO NOT BUY THE INSURANCE**

We had a family get together and the chairs got stained. When we filed a claim they denied us for "accumulation" of stains. This does not make sense. The technician told us the stains was to big to clean so he would put in an order for more chairs. When I did a follow up request I found out they were denied.

Thank you for using our webclaim system. I see that you already have a claim for stains on x3 of the UPH SIDE CHAIRs, and that claim (1854930) was denied for an accumulation of stains because your service contract does not cover an accumulation of stains. We apologize for any inconvenience; at this time we are unable to move forward with this claim.

Thank you,

Sincerely,​

Claims Admin

Please see the following explains everything.

Store #: 404

ROOMS TO GO - WEST PALM BEACH

2121 OKEECHOBEE BLVD, WEST PALM BEACH, FL [protected]

Order # [protected]

Order Date: 05/28/2023

Sales Person Name: DIANE BERNIER (024759)

Sold To: JANET DAVIS | 12285 150TH CT N, JUPITER, FL 33478 | Home Tel. No.: [protected] Business Tel. No.: [protected]

Delivery/Pickup: 06/06/2023 | See Instructions Below

My husband went to the store to my several things. We ended up getting a mattress and a chair. We laid on it for a couple of minutes in the store and it seemed ok. When we received it and slept on it that was another story. I have degenerative disc problems in my back and my husband has shoulder problems. After sleeping on the "rock" we both got up and were so sore.

I called the store and said that this mattress is just not going to work out. The response was you have to keep it for 30 days and it needs to be "broken in"

I told them there's no way to uncomfortable. I spoke with several different people. I told them this is not going to work. They said this is policy and if I have kids, they should jump on it.

I called to see if I could get another mattress, no one would help or call me back. We went to a mattress store near us and bought one. Had no problems sleeping on it the first night. hmmm. I told you guys to come get the mattress. They said I need to keep it 30 days. I have it leaning up on my wall. I spoke with several people.

I spoke to David Garcia and he said they will come and get it and they will give me essentially a credit to come to the store and pick something out.

We went to the store to look. I walked thru the entire store and was excited I found something I liked, a sofa table. I said this is what I want. The response was you can't have it. my response why not? It has to be from the warehouse. I went to the manager and told him this is ridiculous. We've been to store several times at this point and we are not down the street.

"He said I'll tell you what when we pick up the mattress give us a couple of days and we will give you a store credit to buy what you want."

Please put my name it I don't want to lose it I really want it. He said no "not to worry because we get them frequently. it will be no problem to have one for you." quote unquote. I stressed how I really wanted it. He would not hold it. I was waiting for my money to come back from you to purchase it. He said I can pay cash for it it. I didn't want to put out anymore.

We went back July 4th not even a week later. I went in and said I've come to get my table. Response was we just sold it. I said that's fine just get me another. Response sorry discontinued. I was ready to blow a gasket. I spoke to a manger David Garcia. I stressed to him how important this table was

The manager should have helped me, It would have taken little effort. I'm in business myself and I can't believe how I've been treated.

David called stores local and no one has this. I thought this may happen it looked like a one of a kind piece. it is my policy to not make promises I can't keep.

David is off today and tomorrow he will make some calls to see if there is anything he can do. Maybe get ahold of that vendor?

I'm very upset about this entire ordeal. Customer service is key.

There are exceptions to rules based on individual circumstances. To go out of your way for a customer can only be good business.

I'm hoping that David can resolve this My heart was on this piece because it was unique.

You had my money and it was just tied up. REALLY! can't help me unbelievable.

I feel it is important that you are aware of this situation so that it doesn't happen to anyone else.

In my business if I treated someone like this I'd be out of business.

Hi hope all is well, was not aware of the lawsuit. I purchased a leather sofa bed with love seat from rooms to go and the merchandise has started to peel all over the place and looks very bad. I can no longer use the sofa bed for guest because I am to embarrass to show the sofa. Leather peeling all over the floor and on both sofa and love seat. I thought it would last the reason I purchased the leather.

Ordered an outdoor furniture set that was to be delivered 7/1. Spends thousands on the set and we’re excited to be able to use it for the holiday weekend. Husband gets a call from dispatch that delivery will be made in the next 20 minutes. Missed this call by 1 minute and attempts to call back (1 minute later). Call center is closed until 8 on weekends so no way for him to call back the number that called him.

20 minutes later get a call that delivery was missed and we would have to reschedule. Apparently a picture was taken of our house. There was no attempt to call the primary number on file when the delivery truck arrived or the secondary number on file. No one came to the door to knock. We were literally sitting in the living room waiting for the delivery to arrive with no call and no knock to either number on file that they were here just a picture of our house taken.

Husband calls “customer service” told multiple times there is nothing they can do and delivery will have to be rescheduled until after the holiday. Extremely disappointing when waited a month to get the furniture, confirmed over 5 separate times that we were accepting delivery today between primary number on file and secondary number on file and only received one phone call telling us delivery will arrive in 20 minutes that we are unable to return a call to with no follow up call that they have actually arrived. We are now unable to use the furniture over the holiday weekend and are extremely upset with rooms to go. Very tempted to try and cancel the order all together.