Rooms To Go
Reviews and Complaints

I purchased a Rooms-to g - adjustable base that was defective. I paid $1375 for it. I called customer service and the product is still under warranty. Rooms to go sent a technician to fix it, but it could not be repaired. I called customer service again, and they agreed to replace it with another one. The only problem is, they no longer carry that product. So they asked me to choose another one that is equivalent to mine. When I went to the store they adjustable base that is equivalent is almost $300 more. They asked me to pay the difference. I refused and asked for a refund. They proceeded to say I could not get a refund when their warranty policy clearly states on their website. (If you provide notice within the warranty time period that (ii) would be refunded the purchase price in exchange for the return of the merchandise.

I spoke to a manager (a lady, short, with short blond bob cut, glasses) she stated that she could not help me. but call customer service) This was the start of a goose chase, so I opted to file a complaint and possible a legal complaint if it is not resolved. For this to be a brand new store in my community, they have terrible customer service and the choose to falsely state verbal claims.

I am not a person to write bad reviews, but in this case I will make an exception for Rooms to Go.  I have never had such bad customer service in all my life.  I ordered a king bedroom set from RTG in February 2023.  It was delivered on March 18, 2023.  First, the delivery guidelines says my delivery window was 11am - 3pm, well I get a call saying the delivery people are in front of my house and I have 15minutes to get there, well I work 6 minutes from my home, when I turn the corner they are leaving. I called customer service and they came back but the bed rails did not fit the bed.  So, they send out the correct rails on 3/21/23 but they didn't put the bed together and the adjustable bed that they sold me didn't fit or I don't know how to put it together, Long story short three times RTG delivery people arrived early not between the time they quoted and when I get to my home within the 15 minute window they are gone.  Called Customer Service and explained the situation and finally i was just come pick up your furniture.  I have had this bedroom since 3/18/2023 and have not been able to sleep in my master bedroom.  I left instructions for them to call me on work phone 30 minutes ahead of time, no call from anyone so I still have a bedroom set in my master bedroom that I can't use.  The customer service person was not concerned at all, all he said was we will give you a full refund.  My whole bedroom paint and floors was set around this bedroom set, so RTG if this is the way you treat your customer I will never order anything from RTG again.  This was an $8000+ bedroom set and your answer is to refund really.  RTG YOUR DELIVER PEOPLE AND CUSTOMER SERVICE PEOPLE SUCK!

April 18,2023 I was expecting delivery of sofa set at my parents condo, one of the delivery men said they couldn’t elevator too small, ok no problem how about stairs, he said that deliveries of such sofas could not be made from 3 F. of stairs and above? Since my parents live on a 4th floor. So, I offered extra $ for going one more floor and they said NO RTG WILL NOT ALLOWED. I am so disappointed. Took time off from work, 2wks my parents without a sofa set. Unreal, and every person from RTG I have spoken continues to say that store policy is delivering up to 3 floors? So I guess no one in my the fourth or above floors have privilege of owning a new furniture set from RTG. Unheard off. Read RTG POLICY and nowhere says such thing.

The table and hutch have started to split. I did not buy a warranty for it because I believed that your company sold quality furniture. I called after about 13 months of having bought the furniture. The operator said nothing could be done other than to purchase another table and hutch. Are you serious! The is the most stupid suggestion I have ever heard in my life. I then asked to speak to upper management (Catherine). She also suggested to buy another set. We have always bought our furniture from rtg. Guess what? No more! I truly hope mr. Ceo contacts me. Like I told the operators rtg sucks! I will let everyone know my experience on every platform I can find. Mr. Ceo is this how you train your people. Wow!

I am extremely upset and disappointed in Rooms To Go customer service. I purchased a desk for $1738 with tax. The delivery crew delivered it and it was damaged. They said np will replace the top of the desk. They sent another crew for the 2nd time time to replace the top and they couldn't get the top off and said I will need to replace the entire desk. The 3rd time the crew sent out replaced the entire desk but guess what it was damaged AGAIN. They called and said we will get another replacement to you. This time #4 they came and the replacement was one I would live with, it had a minor scratch in the middle but much better than all the ones we had but guess what this crew could not disassemble the desk like crew #2 to do the replacement. OMG I am so frustrated at this point so thry couldn't do the exchange. Then they called to tell me the item is out of stock and there's nothing they can do but return it.

AFTER 2 MONTHS OF FRUSTRATION WITH THIS COMPANY AND SPENDING ALMOST $20,000 IN FURNITURE I WILL NEVER PURCHASE FTOM THEM AGAIN. FIND ANOTHER FURNITURE STORE. ROOMS TO GO IS TERRIBLE!

We ordered a bedroom set on the first day of the sale that started March 6, 2023. We found the offer online but soon were connected with a sales person who was to help us. He had indicated we needed to make a payment at that time to secure the stock which we did. Later that day he indicated we needed to pay in full to secure the stock which we did. He said he would talk with his manager right away who would make it happen. That never happened and the product delivered April 11.

Other than being delayed with the delivery, the biggest problem is that we informed the sales person that the bed the frame would be going with would be a platform ghost bed and he assured us the frame would work with the platform but we should pay the extra for setup so the people who deliver could do what was necessary to set it up with the platform. When they arrived they said it did not work with a platform bed.

We immediately reached out to the sale person and he said to call Customer Service which we did and they said to call the store and sales person which we did who again said call customer service. No one would assist us but rather moved us to the other.

This is not at all how we would have thought Rooms to Go would handle tis matter.

We have a bed frame that does not work with the platform bed and mattress we have.

We would like this matter resolved. Has anyone else had problems with Rooms to Go like this?

My wife and I purchased a large sectional sofa from rooms to go just over a year ago, 1 year and 6 months to be exact.

We also bought the 3 year extended plan through Fortegra.

Well, there's several things wrong with the sofa now. The fabric is pilling badly, the cushions wore out very quickly and now there are seams separating on several of the seats. They won't cover it because they consider that wear and tear. 2 grand down the tube. Very poor quality.

Purchased a Light blue Torini couch in loveseat and chair in 2020. Its supposed to be Upholstered in top grain leather where the body touches. The couch leather under the right hand rest is tearing like its bonded leather. Also the leather on the recliner part is tearing.

I had a leather couch & loveseat from roomstogo which I bought in 2003 and had it till 2020. It lasted so long and was of good quality thats why I chose to buy from roomstogo again.

We ordered furniture from rooms togo about a month ago. We were told the soonest delivery could be April 5th. We scheduled delivery for that day. The furniture is for my 13 year old son and consisted of a bed with storage and a mattress. Delivery day came and the team showed up when expected, unloaded everything from the truck and realized the headboard was not put on the truck. They would have to set up another delivery date to get the headboard delivered. I asked them to take the unassembled furniture with them and the driver stated that if he did that, it would take longer to get it delivered. Customer service called and we set up a delivery date for Thursday the 13th. Today I received a voicemail stating the head board was on back order and the earliest they could get it to us would be April 20th. I am not happy ith this information. I don't understand how something that was supposed to be delivered yesterday is now on backorder. I called customer service and they were very nice but cpuld only apologize and stated they could not do anything, they were at the coporate office in FL and they do not know what happened. I requested to speak to a supervisor who also apologized and did offer a statement credit but this does not help the inconvenience all of this has caused. I am not a happy rooms to go customer at this point and unfortunately nothing can be done short of choosing another bed that could take just as long or longer to get to us. I now have large furniture boxes just sitting in my house that we have to manuever around for 2 weeks. I will have to move furniture at least 2 more times so my chold has a place to sleep for the next 2 weeks. At least I still have his old bed. I am not satisfied with how the supervisor at customer sevice knew nothing of how this coildnhave possibly happened and when i asked to speak to someone else he told me there was no one else to contact. Its sad that there is no onle local that could have a better solution. Next time I will shop at a smaller retailer instead of a big box store.

Poor quality and warranty is SCAM! I purchased 2 "top grain leather" eric church sofas in mid July of 2021 for $3,100 and with minimal use of an hour or less per day they are already falling apart. The leather is cracked and discolored in the main seating area's, the once beautiful stitch work is coming undone in multiple areas and the manual recliners regularly get jammed. The salesman at this place push the Fortegra 3 year extended warranty at time of purchase by telling the customer's it will cover everything under the sun from cracking and peeling etc however when I called to file a claim they tell me to read the fine print because the leather defects and stitchwork are not covered and only the reclining issue would be serviceable under warranty. I have had furniture with considerably more use last MUCH longer and not have these issues. Rooms to go does not stand by the products they offer and the warranty they push on you is an outright scam.

I purchased a leather section November of 2022 brand new when I record it parts was missing. Rooms to go customer service is a joke. Long story short due to the missing parts for my sectional I requested to have the whole set replace for a new one. When I received the new set; lo and behold missing the legs to one part of the sectional. I call to order it they send only one leg. I call back to order they order diff legs. The tech came down stated he would call and report and order new ones which he did not. Rooms to go need to get their stuff together. Do y’all not communicate. If I do not get the right legs this time I need y’all to come get the sectional and refund me my money! This is unacceptable!

I purchased a set of black recliners, and it was sold to me as real leather. The peel on it is ridiculous, and it is obviously not leather. For as much money as customers spend on the product, they should receive quality. I’m amazed that I’m not the only one and that there was even a class action. I also made a call when the peel started and was told that there weren’t any other issues with other customers—especially not a class action. RTG should reach out to customers and advise. This is absolutely bad service for customers who pay good money for your furniture.

Worst warranty ever. I bought a couch set from rooms to go paid almost 3,000 for it and added the 3 year extended warranty. Well a year and half my reclining stopped working along with the wireless charging. I put a claim in and they sent a technician out who just took pictures and said someone will contact you in 10 days. Well haven’t heard from anyone so I went to track my claim status. Said DENIED. Called them they said it wasn’t a manufactured defect per technician. Warranty terms state ALL ELECTRICAL COMPONENTS COVERED. Well Apparently the components to make power recliner work doesn’t count as electrical components. That being said they don’t abide by terms and conditions and you waste your money on a warranty they won’t let you use.

I bought a recliner from Rooms to Go couple of years ago and purchased an extended warranty for any repairs. I had an issue with my recliner in November and called Rooms to Go customer service on 11/01/2022 to resolve it. Since the recliner was under extended warranty, engineer appointment was confirmed to look into it for Mid of November. The engineer confirmed that new parts have to be ordered to repair the recliner and that he had done the same. 3 weeks after that i received the parts. i called back Rooms to go customer service to book an appointment for repair, which was scheduled for end of January. The engineer, who came to repair stated that the wrong part hs been sent and he would again order the correct parts. I again received the new Cupholder switches, which were not the same model and didnt have USB port. I called back to Rooms to Go customer service, who them confirmed that she has requested to order right parts again. Today, i called back to Rooms to Go, spoke to Erika and she was very rude and unprofessional. She said that there is nothing she can do and she would have Service team call me back. It has been more than 3.5 months and issue has still not resolved. I have a small baby in the home and it is dangerous for him to crawl with defective recliner.

SERIAL # [protected]

Date on mattress label: 7-6-20 Model 1304

I’ve tried to return the mattress, but I can’t travel all the way to Miami, I’ve already did that the first time I had the problem. your staff has measured and taken pictures and noted the mattress is defective. I need to return or exchange but i cannot travel to Miami i recently had back surgery and have had several deaths in the family, I was told to go to Miami and return it, this was quite some time ago.

I believe the case # is [protected]. I cannot tolerate this sunken mattress anymore. I have never had issues with your company only the mattress. I have purchased furniture for the entire house (2) homes.

please help me.

Nancy Flores [protected]

I filled two claims: one for a bench and another for my daughter's bedroom set. They sent someone to my house to see it on January 9th, 2023; that was it. I've called several times for an update, and they keep telling me Fortegra has not responded. I've called Fortegra for a solution I get bump back to rooms to go customer service.

As of March 20th, 2023, my daughter is still sleeping on the floor. I keep getting the run around and no answers. I don't want apologies; I want solutions.

Bought furniture on 04/20/2021 also bought guard it protection plan. Rtg said their one year had ran out. Filed complaint with their guard it protection plan which was denied. The furniture looks like brown color of leather is coming off furniture more in some places than others. I do not no where this leaves me as a consumer. I bought furniture 2303 pleasant hill road, duluth, ga. On 04/20/2021 store#1706. Delivered on 06/01/2021. Order #[protected]

Purchased a Sofa and other items with extended warrantees from Rooms to Go on 11/02/2020.

2 months ago my wife started having back pains. They got severe and still are. We switched seats. She went to my reclining chair and I went to the sofa. 3 days later I started to get some back pain.

I checked the sofa seat and found that the right side of the seat cushion was about ½ inch lower than the left side. (simply put: your right cheek is about ½ inch lower than your left cheek.) It shifts your spine.

Rooms To Go uses the Guardian Products warrantee service. We submitted a claim. Guardian considers this a foam resiliency issue – which is a part of furniture they do not cover. They denied the claim.

I then called Rooms to Go Customer Service and was told there was nothing they would do as this is the responsibility of Guardian Products.

As for the financial agreement (still owe $168 on the sofa), Rooms to Go Customer Service said we would have to discuss this with their bank (Rooms To Go/Synchrony Bank)?

Bottom line: we have a sofa, which is still under a financial agreement, which will not be fixed under warrantee, and which can’t be resold to anyone because of the defect (we wouldn’t want anyone else to suffer) and has to be trashed.

We will replace the sofa – But NOT from Rooms To Go! They lost a customer after we have been furnishing our house with them for over 15 years.

Hello,

We first purchased a dining room table last year. the chairs on the table kept breaking. we had a technician come to our home he could not repair the chairs so they sent new replacements. however those chairs also broke. we called again about it. were told that table set had been discontinued and to come to the store to find a replacement. that we did, but there was a difference in price so we had a credit since it was not policy to offer a refund. so we added the 2 desks and 2 chairs to the order. We had some changes at home, and have not been able to use the desks or chairs. they are in the original sealed and strapped boxes, they have been in a dry storage since purchase. we went to our local store to see about returning the items, we were told to call customer service to get approval, since these are items still carried in store there should be no problem. customer service refered us back to the store for the decision.

the store manager did not want to authorize the return since we have had the items over 48 hrs. we are trying to return the items so that we can purchase a reclining loveseat.. I hope that you are able to assist us with this issue. we do want to remain Rooms to Go customers.

Thank You.

Milagros M. & Alan D.