Rooms To Go
Reviews and Complaints

**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.

I purchased a bed for my for my daughter less than 2 years ago. Along with the bed I purchased an extended warranty. The bed is faux leather/vinyl that has started to peel. It came with a lounger that is now sunken in at the top. A technician came out took a couple of pictures on June 2nd. It is now June 29th and no response. I called and was advised that the claim was denied because broken or peeling furniture is not covered in the warranty. What then is the purpose of the warranty? Beds generally a long time and to have one for a couple of years and purchase a warranty because of the material to ensure it’s longevity, just to be told “You got ripped off”!?

Ordered $5,000 worth of furniture 7 weeks ago, someone in delivery cancelled the order (according to the rep we talked with) but didn't send notification. We had to call when we didn't hear back from anyone. Put the order in for delivery on June 27th 2023, delivery driver never showed. Delivery driver (according to the rep) put in his notes he sat in front of the residence for 15 minutes and tried calling me. I have no calls unanswered on Tuesday, June 27th 2023 nor did he sit in the driveway as it is located directly in front of my office window.

Not sure what's going on but one thing is for sure, I will spread the word and will never use RTG again. I had 3 more offices / residence to furnish but will take my business elsewhere.

On Saturday April 15th 2023 we had a delivery scheduled to our home for the rest of our furniture, this just included a headboard, footboard, nightstands and a recliner since our order was split into three separate deliveries because of back ordered items. Our delivery person (who works directly for Rooms to Go, driving a Rooms to Go truck) not only asked for a tip and showed up multiple times in our home driving this truck for us to send him a tip but also offered his services to hang our TVs claiming he does this for multiple customers. I agreed since I didn’t think someone would offer their services if they didn’t know what they were doing. It has not been not even two months and my 5 thousand dollar 85 inch smart tv has fallen off my wall costing me the tv and opening a huge hole on my living room’s wall. For years and years on end we have had our TVs hung and this TV has been with us for several years on the wall and this has never been an issue. I will go to corporate and wherever its necessary until I get a resolution for this. My dog was almost killed in this incident and multiple pieces of furniture were broken because of this.

On May 20th, 2023 I went to the Jensen Beach store to purchase some furniture. I seen a sectional that I liked and was asked for about $500 down payment to be eligible for the 5 years interest free. I did not put the down payment down. According to the sales rep Andrew, he could hold the furniture at that price and special financing until I came back with the deposit. I never went back with the deposit as I was not ready to purchase the furniture. On Saturday 06/24/2023, Rooms to go decided to deliver the furniture to my house after I’d ignored their calls and text messages of delivery confirmation. I called and spoke to a female who spoke to the manager Jose who said that he was going to process the return which was a lie. I called on Monday 06/26/2023, and spoke to Jose myself, and he said that corporate had to process the return. I completed a three way call between Jose, corporate and myself. Corporate agreed to have the return processed. Jose called and said that the return was being processed which was still a lie. Corporate called back saying that it was a misunderstanding and that they couldn’t process the return and that Jose needed to do it. I called Jose who said that he had to call the district manager and that’s it would take at least 4 days to get ahold of anyone. Meanwhile the furniture is taking up space inside my house, unopened and still in boxes. When I called corporate to file a complaint on Jose as ai figured he wasn’t being truthful. They saw documentation of where Jose said multiple times that he was going to process the return and then went back on his word. When ai called Jose to find out if he’d get a hold of the district manager, he lied again and said that he called and got a hold of no one. Jose proceeded to hang up the phone in my face. I called back and a female manager named Julie answered the phone. She became upset as I was voicing my frustrations about Jose and she hang up the phone.

Partial? Delivery. Of damage. Good 3 times damaged over $5500? Worth of damages to my house including floors door wall unit. This was marked as complete cause. I didn't respond but I never got to notice there was floods so I am filing my complaints again.Corporate offices overtook the customers. Twisting words making you feel like you are garbage they have no compassion and no consideration for their clients

I purchased a leather sectional sofa Jan 2021 from Rooms to Go. 1st time shopping with them and was a pleasant experience. Their furniture was attractive in design, prices were competitive and we received the product very quick during a time when many other companies had extreme delays, as we were all recovering from COVID shut downs in the workplace. These extreme delays and back orders are what made me cancel my sofa order with Ashley Furniture after mos passed without my sofa sectional being delivered. The Rooms to Go salesman strongly recommended the Fortegra extended warranty that covered the item for 3 yrs. We paid about $3700 for the sofa and it has mechanical recliners on the ends so I agreed the warranty would offer good peace of mind because I was concerned about the mechanical recliners failing or malfunctioning from repeated use over time. I’ve never owned a sofa with mechanical recliners before. Earlier this year (2023), one of the mechanical recliners seemed to have a slight tilt to it when extended and the wedge component also began to get loose from the back support portion. The wedge back no longer aligns with the adjacent components. The one mechanical recliner of concern also has now started to have the leather peel and flake. I decided it was time to file a claim with Fortegra. After their technician arrived and worked on and inspected the furniture, he determined a new back support needed to be ordered for the wedge and stated the recliner needed to be replaced but stated that the recliner replacement would be done directly through Rooms to Go. Said he would submit his report and to call and check on the status after 24 hrs. Since then, it’s been nothing but the run around for wks. I have been told on multiple occasions by Fortegra such a report from the technician cannot be found and they will look into it and get back to me. I offer to provide the technician’s name & am told it’s not needed. Never hear back from anyone. Was told on multiple occasions the recliner will be replaced after I submit the photos to Rooms to Go by email and have still not had a response back. Most recently was told by Fortegra that they will not cover the wedge component repair, but they do not give a reason why. I ended up going to Rooms to Go in person and was told a customer service ticket number was created for the wedge and a Room to Go technician would be calling to arrange a time to come by and inspect the furniture but no one has contacted me. Was also told the recliner will likely not be replaced because it is “normal” for the leather to peel and flake. I stated I understand with more time passing, but just after 2 yrs is unacceptable! I purchased my furniture without any financing but those that do would end up paying on furniture that has to be replaced before even paid off if it’s “normal” to start failing after just 2 yrs. Very disappointed in this whole experience. I was planning on returning to Rooms to Go for an upcoming purchase I have been planning because of the great initial experience with them and fast delivery, but with the current state of things I wish I would have purchased my sectional elsewhere. And I will never waste my hard earned money on extended warranty by Fortegra, it’s a scam in my opinion. I find it hard to believe they ever agree to repair or replace any items under their “coverage.”

Well I purchased an entire all leather sectional and tables for my mother last year. One of the rails under one recliner was bent so They brought a new recliner. We both had a lot going on during this time as I was getting ready for spine surgery then my mom was hospitalized. So when I got mom back home about 2 wks later... after they delivered it I noticed that the chair arm is leaning a little outward, not standing up correctly. I had spine surgery Then End Of October 2022 and was unable to call them.. when I finally did they said it is not covered because I had 30 days to contact them Once I Noticed It. Life happens and mom being hospitalized and me having spine surgery, needing months to recover and to learn to walk again. None of that was taken into consideration... extended Warranty said that It would not be covered and will stay as it is. I paid way too much money for them to bring another chair in with another issue and it not to be covered because Life changing experiences occurred that prevented me from being able to call them. Unacceptable and Discouraging that after they get your money, no matter what occurs, it is not covered after 30 days.

I purchase warranty for my dinning room table. Two years later, on 5/28/2023, I was sitting on my dinning room chair and down I went with the broken chair leg. I place a claim on 5/29, and 6/3 a technician came to take a look at chair. The tech decided to deny claim to NON MANUFACTURER. I called to dispute and got the round around. I could not understand WHY, they sold me a chair made with defected material and that's why chair collapsed. Never again will buy their furniture and will tell my story when I get a visit and only see 3 chairs and not 4.

I bought two east side sofas sand color and 1 east side chair teal color on 05/11/2023 at the Boca Raton FL store # 407 with order# [protected].

My furniture was delivered on 17/05/2023.

When I unpacked it, I noticed that all three pieces where croocked, wrinkled and shabby looking, the cushions are not the same color as the backing, the cushions dont fit on the frame nacely. I called right way to costumer service to get the situation resolved, they sent a technitian on 06/09/2023. The technitian confirmed the furniture is defective and I have to wait another week to hear form the store. The answer is they want to exchange the furniture either for the same or other merchandise of equal or greater value. I do not want to deal with rooms to go anymoe, I´ve had other issues with them on other furniture I bought and havent resolved yet, and I dont want to have more problems with them.

After all this time, they just give me the back and forth from corporate to the store telling me only that the other person can make the decission to give me a refund.

I want to return the furntiture with a full refund with no restocking fee.

Damages flors, feasts on new don't door and much more. Careless delivery drivers damaged furniture did not accept Furniture driver put an x through my father's signature corporate Finally cold was totally rude they could care less they did not tell me when my house would be fixed they said I would hear from SEID insurance company. Which obviously works with Rooms to Go to part of Rooms to Go but? When they email you and they ask you for pictures and explanation? The email address that it sent from is a do not reply rooms to go so can you explain that to me

order # [protected]

I ordered this on May 19th. When it arrived it was damaged. So ok They sent another and it wobbles. I want a full refund and want to return this and they are refusing. Beware of dealing with this store. I have received 3 defective products in the last few months.. These 2 just recently I want to return it and they say no. I had to start a dispute on my RTG credit card. After 2 bad products I did not want another. They refuse to let me return it. It was brand new shipped to my home. It was not on the floor. salesman Tod Strain ordered it for me from the website. Shop elsewhere or get burned or go through hell. If this is not settled quickly I will close my account. Don't need the stress or the grief of dealing with RTG!

Hi there, I wanted to bring to your attention that my day bed has broken. I'm disappointed because I've only had it for a year (online purchase 4/2022 after viewing at Alpharetta Ga location) and I expected it to last longer. It has not been used. I was moving it out of the way of workers and the mattress and slats fell. Close inspection showed the lip that supported the slats broke. Customer service rep and mgr were no help and just kept repeating that it was out of warranty and I didn't purchase the extended warranty. (first rep thought she had me on hold and said "no one told you to move the bed and break it) Really! Lesson learned but in my defense didn't think that a year out I'd have a problem with the furniture since I'd had no issues with purchases before. I would appreciate it if you could help me resolve this issue as soon as possible. Thank you for your attention to this matter.

Do not buy from them! Spent over 20,000 on furniture. When my furniture first arrived they damaged my door by trying to shove the couch through the door. Now come to today. I called to make a claim to Fortega, person who received claim was very rude and didn't even want to hear it and saying what I'm explaining is not covered without asking for proof. So they stated I needed to call rooms 2 go and schedule on my own to get a so called tech to see if he could fix the problem. Dude spent less than 3 minutes in my house and left. When I asked him what was next he stated.. I don’t know, you need to call. It’s been a month no word from Rooms to go or Fortega. I had to call back and spoke to a man. He was very rude and condescending and just kept stating my claim is denied over and over. When I asked why he stated pet odor. I stated what pet odor no answer. Just that is smelt like pets. I had 3 different claims one was a tear in the couch and it wasn’t covered due to pet odor. Total BS. I have a big family with and but a lot of furniture from Rooms to Go. I will not purchase anything else from them and spread the word to my family to take their business elsewhere as well. Terrible way to do business. Bunch of fraudsters and cons.

#[protected] PWR reclining console loveseat. First delivery lumbar did not work. Week later delivery of another and seat cushion is not right. Clearly does not have same cushioning as other side. Tech comes out another week and takes back off and gives an excuse about glue! Purchase date 05/20/2023 and as of today waiting on report from tech to see what is going to happen. I fully expect this item to be replaced. After many, many purchases from RTG I am done at this point, customer service out right rude and don't care that you are unhappy with a 2000.00 POC

I am upset about my delivery. I got messages stating the window time frame but was never told I needed to be home. I wasn't home the day of my delivery, which is almost impossible because I work. I live in an apartment complex, the delivery driver could have taken my item to the the front office. Or there should be an option to deliver to your local store. Know I have to wait another week before I can fix my furniture.