Rooms To Go
Reviews and Complaints

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.

Poor quality. Bought a patio table a few months ago. One of the legs came out. The frustrated part here is that when you call them for the warranty (and I paid for the extended warranty), the technician can come in two weeks, because they're busy. So you can't use your furniture for two weeks, and if you'll try to fix it yourself, it'll void the warranty.

I bought 3 twin mattresses at online which were totally garbage. I called RTG and they send technician who only checked 2 twin mattresses but not the third. so, I had to call again for 3rd mattress. which is scheduled on 15th march. so, I can order all three mattresses for my 3 kids. While waiting I went to see the mattress at store and we liked a dinning set, I went ahead and bought it. Today March 8 was the delivery for the dinning set and delivery people came and they wanted to take the two-twin mattress without delivering the new mattress. and insisted that if I don't give them the mattress, they will not deliver the dinning set (which has nothing to do with the dinning set delivery since I paid for the delivery) they are 2 separate orders. if you take my kids mattress without delivering new mattress then where will the kids sleep (on the floor). also, I bought my king size split adjustable bet set from RTG and paid $2200 so I have spent $9000 but received HORRIBLE SERVICE. Just a NIGHTMARE

This Sofa has been my worst nightmare such a pain literaly in the Butt n Back. Iam senior citizen. This sofa its hard to rise up from this sofa and it hurts to sit the cushion are made of bricks..

When I have company they complain about the sofa hurting their Hips n Back.

I got this When Covid was around so I bougt online

Big Mikstake.. Huge Mistake

Order # [protected] 60" console Merlot delivered on 2/23/2023 back panel had a big hole in it along with a side table that would not go together because the inserts were set incorrectly customer service said a replacement panel would be shipped NDA would receive an email when shipped new table base would arrive on 3/2/2023. On 3/23/2023 still did not receive an email or back panel new table base arrived and the delivery guy could not put it together and faulty manufacturing. Told customer service about the issue with the table base and that we never received the replacement panel or an email was advised no stock on the panel would have to replace the console NO ONE bothered to contact us to let us know we had to get a replacement. On 3/9/2023 they delivered a new table base which finally went together and the new replacement console again was damaged internal shelf was busted out from the side walls. Spoke with customer service and wanted the new piece delivered the next day since this was totally unacceptable they said impossible and had to wait till today 3/7/2023 between 10 & 2 checked my email this morning and followed the update's we were #9 eta was 12:40 to 1:10 at 1:00 eta disappeared no time and truck was at customer # 10 spoke to customer service at 1:10 and they were going to speak to dispatch it is now at this time 2:50 and no response and the truck is at #13 this is totally unacceptable I demand a quick response to this matter

Living room couch reclining switch broken and they literally offered no help and wouldn’t even give us the option to hire someone to fix it because out of warranty timeframe. But honestly what can you do with a new broken couch?! They did zero to help! Fortunately my husband was able to get the parts for it and was able to fix it. All I am saying is at least try to help. I won’t buy or recommend you to anyone.

My new mattress was delivered 12/28. By the end of January it had started to sag where we laid. The company was supposed to have a exchange program if you were unhappy after 30 days but they wouldn't honor that because something was wrong with the mattress so they turned it over to warranty. They didn't come out for another 3 weeks. The sag was 1 and a half inches in less than 2 months of ownership. We still have not heard from the warranty if they are going to replace the faulty mattress. My husband and I are in our 70's and this horrible mattress is crippling us. I hate to spend $2000 on a mattress and have to sleep on the floor cause Rooms To Go won't honor their warranty! To make me even madder, the people at the store said they would have exchanged it if I had not been honest and told them how bad it was sagging after just 30 days. So I am being penalized for being honest!