Rooms To Go
Reviews and Complaints

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!

We ordered a 7 piece king set, the dresser and the night stand were delivered damaged and the store offered me to do a reselection from the inventory they have. So we selected a different 7 piece king bed set with in a couple of days and it was not delivered yet and there is a price drop and when I spoke to the sales representative at the store over the phone, they were very rude and they said there is nothing that they can do. They answered to my question in a very rude and annoying manner. NEVER GOING BACK TO ROOMS TO GO AT ANY LOCATION.

I have contacted Roomstogo at least 4 times. They state they never received the first complaint (July 2022) and now says that "the warranty period is over" and there is no "manufactures defect." I have sent them screen shots to prove my first complaint and asked them to come and see the poor quality of the drawers that cannot open and close properly due to the plastic slides they now have instead of the metal slides that work properly. I will continue to file complaints.

The following is my original complaint as well as a follow up complaint. They have stated that "resolved to customer's satisfaction" and "resolved due to customer's inactivity."

follow up: 3 times I have been requested to provide photographs, which I did. Rooms to Go has never followed up. I refuse to use the furniture, it is so disgusting. I looked up my complaint on this website and it shows that "this has been investigated and resolved to customer's satisfaction." THIS IS NOT TRUE!

This is the original post: On June 20, 2021 I ordered 2 bedroom suites. This email is specifically for the KING bed suite. I had previously ordered the Hilton Head King suite for our Florida residence and was so pleased with it, I ordered another set for our South Carolina residence. It took six months to be delivered. I understand the COVID-19 situation delayed delivery and did not have an issue with the wait. HOWEVER, when the furniture was delivered to South Carolina I was already back in Florida. Last night I returned to South Carolina and saw the furniture. This is the worst furniture I have ever purchased. It is NOTHING like the Hilton Head set I purchased in Florida. The quality is extremely poor, specifically the drawers, they do not slide nicely and do not even open all the way! Also the mint color is NOTHING like the picture. It is more of a green gray color than mint. I know it has been over 6 months since the furniture was received but this is the first change I have had to see it and complain about it. It has not been used and has been placed in an upstairs bonus room for storage. The tags are still on the furniture. I am requesting a return for credit towards a new set. I am not requesting a refund. Please respond.

I purchased a sofa that broke within a few months and here we are a year later, and no one can help me get it reselected even though I have been approved for an exchange because the frame is broken and I've already picked out what I want to exchange it with. They can't just exchange it with the same one because the couch is discontinued. I have been given the run around because it was an employee sale made by my nephew. I was told to do paperwork and he did. Nothing happened. They told me to go in the store and pick my reselect, but then the store told me I had to submit paperwork. Such a mess.

2 year old leather sectional has cracking in material on back of armrest pad. We have only had this for 2 years and it is deteriorating. I would expect a $3000 piece of furniture to last more than 2 years. We purchased this sectional at the rivergate location in Tennessee. 2253 Gallatin Pike N Ste A, Madison, TN 37115. Store states cannot help because it has been more that 12 months since purcahse.

I paid just under three hundred Dollars for the warrantee and close to 3,000 for a sectional from the Wesley Chapel, Fl location not even a year ago. The recliner part got torn on one section and the leather is buckling up on another cushion. Rooms to go has come several times. The last technician, William, came February 22 and said they would cover it. When I called to find out when they are coming to get the recliner portion to fix the tear, I am now being told that they are denying it. This shows dishonesty and fraud.

Claim # 1583834

on 6/20/2022 i called regarding a stain on my sleeper couch. service came out to clean the sleeper on 6/28/2022 and stated that it could not be cleaned that they would have to change out the cushions. i didn't receive the cushions until September and when i received them i could not change them myself. i was told that they would come and pick up my sleeper take it to the warehouse and change it for me. I've called numerous times to schedule and they always tell that someone is going to call me back. it's February 18, 2023 and none of my phones have been returned and my sleeper is not fixed. Since no one is calling me back nor making an attempt to fix my sleeper even though i paid for Fortegra 3 Year Guard Service i want a full refund of $1532.74 because i'm not getting want i paid for and i'm tired of calling and being told that i will be called back and no one calls back.

I've had to change the date several times because the technicians say they cant find the apartment and I did not answer the phone and canceled of course they had no problem finding the apartment to bring the couch but to fix it they couldn't find it. I'm very frustrated to see so much incompetence it's very easy to say I don't answer the phone when sometimes I can't answer it and its not my problem they should find the apartment number and knock on the door. Once more I had to reschedule the appointment and when they call me I will not be able to answer the phone because I will be working and they don't allow me to answer the phone. Will they cancel the appointment again? I put the building number and I will not be home until after 2:00pm but, there are people in my apartment. I hope they can find my apartment and actually KNOCK if I don't answer their phone call.

At the time of the purchase of our sofa, chaise and ottoman I purchased extended warranty at Rooms To Go which was total waste of money.

After I submitted a claim for food stains to be removed (not wine or chemicals etc) they send a technician with tiny cloth and spray who didn’t even try to remove the stains.

Instead, he took pictures and said he will request new covers for us to arrive in two weeks.

After month and a half I called them few times and they were giving me a stories how my claim is denied and nothing they can do.

Funny thing is that they said technician can try to remove ONLY one stain day or two after it happens but if you get another stain after 2 days that’s considered a build up and they don’t cover that.

Stupidest excuse I’ve ever heard!

DO NOT ever buy extended warranty from Rooms To Go!

It’s total waste of money and they will find a way to fool you for money you paid to them!

Actually, consider not buying anything from them.

2/6/2023

To Rooms to Go Management –

I have some real concerns about your Rooms to Go Business. I purchased a bedroom set for my son. The dresser we got was damaged. I called customer service and they ordered a new dresser for my son. I took off work as a vacation day and waited for the delivery of the dresser. I got the dresser delivered and that one was also damaged. So, I had to call customer service again to schedule another delivery. Again, I had to use a vacation day to wait for the delivery of my son’s dresser. This time it was delivered and there were no issues. We also bought a couch from your business for our playroom. The couch sunk down, when my husband sat it in, so I called customer service to get it fixed. Your business sent out a person to look at the couch. I had to take off work again for this visit. The gentlemen looked at it took pictures and pulled the couch out where it was sinking. He left – said he would write his report and we should here from Rooms to go in a week. 8 days went buy and we have not heard form your business, so I called, and the customer service lady said that in the report on our couch – he said he fixed the issue. I was appalled, because he didn’t fix anything. So, they had to send out another person to look at the couch. Again, I had to take off work to be here for this person to look at the couch. The inspector looked at the couch and agreed the couch needed to be fixed. He said he would write up his report and Rooms to go would be in touch. 5 Days went bye and we still have not heard anything, so I called customer service and they said they would order a new couch and we set another time for them to deliver the new couch. When they delivered the new couch – they only replaced the part of the couch that was damaged. Problem was they new couch did not match the rest of the couch that was there. Again – appalled by them not bringing a whole new couch. So, I called Rooms to Go customer service, and they said to come to the store to pick out a new couch. I took my family to the Rooms to Go store in Denton Texas and we picked out a new couch – that hopefully would not sink like the one we had. So, I took off work again to wait for the delivery of the new couch and for them to take the mis matched couch back. When the drivers got here – they said they wanted us to look at the couch because they had to wrap it in plastic, and they wanted to make sure there were no issues before they took it n the house. I should have known something was wrong then. Well I looked at the couch on the street with the plastic on and it looked fine. There were two pieces to this couch – the chase part was wrapped by the drivers the long part was wrapped in thick plastic and had foam pieces like it came from the factory directly. Once the delivery drivers set up the couch – you could see that the chase part was used. The seat dipped down, and to top it off, I know that they delivered a used piece of couch because I had to drag my dog away from it. He could smell something that was on it. My dog did not do this to the long piece of couch only the chase part that was used. My dog has never done this to any furniture before. I am totally disgusted with your business. I just want all my money back that I have paid – I had to pay an extra $1000 for this used couch. Customer service said I could not get refunded and to be glad that I had the coverage on the furniture, to get replaced. I am still waiting to get the chase part of the couch replaced. I am disgusted to have a used piece of furniture in my house. I won’t let anyone sit on that part of the couch, and I must keep my dog from going upstairs because all he wants to do is sniff that part of the couch. Once I get this chase replaced, I will never set foot in one of your stores, and I will let everyone know on YELP, Social Media, etc. in the DFW area what kind of poor quality of products your company gives to its customers. I can’t believe how many times I have had to take off work – use my vacation time – and wait for damaged furniture to be replaced. You may want to investigate the terrible customer service that never calls a customer back, and terrible quality of products that your business offers. You have lost a good customer.

Regards - Wendy & Jonathan Rivera

The quality of their furniture has gone way done! Purchased furniture during covid and missed return window! Furniture looks lumpy, not at all high quality! The arms padding is just plain old poor! Needed a mattress and box spring and was absolutely furious at the poor quality of a $1900 unit! Didn't even allow them to bring in my house! Returned! The agent said it was their 2nd high support sale! Looked like it came off goodwill! Horrible! More than disappointed! Coach is Harley sat on!

Very disappointed in this sectional! Worst purchase I’ve ever made! I recently purchased a new home, and wanted new sofa/sectional for both upstairs and downstairs. I have had the same couch for the past 10 years that I purchased from Conn’s that are in great shape and look brand new to this day, except they didn’t match my new home theme. So I convinced my husband to buy me a new sectional for upstairs and down stairs and he could keep our Conn’s ones for his man cave.. Thinking Rooms to go had better quality I purchased this sectional and boy was I wrong! It only been about a month with this sectional and it looks and feel as if it was a year old! You can’t fluffy this up, you sink down into it! The pillow are already all flat and it’s just a terrible look. When you inquire about a return or how to make things right they hit you with a pick up fee and restock fee. For their terrible product! I wish I would have looked more into reviews as this sectional was close to 3,000 and not even 40 days old to look the way it does. Rooms to go needs to do better for there customers and really consider moving this product off the floor and online it’s terrible quality.

We purchased an ottoman here and were told if we weren’t satisfied we could exchange for store credit. Once it was delivered, we did not like the color in our home. I went back to the store and was told they do not have an exchange policy and should have been told about the lighting in the showroom. They did make an exception and could allow a one time exchange but I would have to pay a delivery fee. Wasn’t aware of that either. I told them I wasn’t informed of any of this and they were very rude in return. No care for their customer, awful customer service. Their no return policy is such a scam, they only care to get your money and once they have it, there is no appreciation or care for the customer and their hard earned money spent there to keep the store and jobs open. Too many other options in this day and age that actually have great customer service and even return policy. Will never shop there again!

follow up: 3 times I have been requested to provide photographs, which I did. Rooms to Go has never followed up. I refuse to use the furniture, it is so disgusting. I looked up my complaint on this website and it shows that "this has been investigated and resolved to customer's satisfaction." THIS IS NOT TRUE!

This is the original post: On June 20, 2021 I ordered 2 bedroom suites. This email is specifically for the KING bed suite. I had previously ordered the Hilton Head King suite for our Florida residence and was so pleased with it, I ordered another set for our South Carolina residence. It took six months to be delivered. I understand the COVID-19 situation delayed delivery and did not have an issue with the wait. HOWEVER, when the furniture was delivered to South Carolina I was already back in Florida. Last night I returned to South Carolina and saw the furniture. This is the worst furniture I have ever purchased. It is NOTHING like the Hilton Head set I purchased in Florida. The quality is extremely poor, specifically the drawers, they do not slide nicely and do not even open all the way! Also the mint color is NOTHING like the picture. It is more of a green gray color than mint. I know it has been over 6 months since the furniture was received but this is the first change I have had to see it and complain about it. It has not been used and has been placed in an upstairs bonus room for storage. The tags are still on the furniture. I am requesting a return for credit towards a new set. I am not requesting a refund. Please respond.

Have had problems with sofa and chair for months and the insurance company and rooms to go keeps having me go in circles.

The repair was only partially completed on the chair and we were told the sofa it’s not repairable. Now another month goes by and still no news so I call and then they want to do a pick up and a ship repair. Nope ! Enough is enough for over 4 months we’ve been dealing with broke furniture. Why buy insurance if it’s no good ?

We have specifically said this furniture is junk and want a replacement.

We bought a bedroom set and a dining room in the month of December, which was delivered on the 22nd, the mattress is of poor quality, nothing like the photograph and with a hole at one end, the bed has a split leg and the headboard with the Damaged upholstery, customer service was contacted and on January 9 an inspector came who made a report for the company. Today, January 21, according to customer service, they still do not have that report and we are still unable to use the bedroom.

I had new Funiture delivered today, January 13th, 2023. First off, we purchased this furniture back in early October and had to wait until now to receive it. When the delivery team arrived, they did not speak English and I do not speak Spanish. Once they brought the new furniture in and set it up, I asked them to please let me test everything out because the furniture has many moving parts including massage, heat, reclining, wireless charging, and overhead lights. They did not wait for me to test it, and instead, got in their truck and left without getting a signature from me signing off on the delivery. I never accepted the delivery or approved that it was in ok condition for them to leave it. Once I actually started testing the furniture, I realized that the sofa's wireless charger and lights do not work. I reached out to customer service and explained the situation. They said they can send a repair tech out in a week. I asked for a partial refund of at least $100 on the furniture since it was delivered damaged, and has to be repaired. They said they could only give me $50 and repair it or exchange it and give me no money back and I would have to wait until March to receive it. I asked to speak to a manager, and she informed me that there is not a manager available and that she is chatting with a manger in text and that is all they can do. So I called the store and asked to speak to a manger. The store said that all they could do was to give me a store credit and no manager was available. If I want any kind of refund, I would have to call customer service. So, I called customer service back and asked again to speak to a manager and again was denied and told that the rep is chatting with a manger and that $50 and a repair is all they can offer me. I do not find this acceptable at all on a $2000 couch that I just bought and did not accept delivery on and is broken. And I really do not find it acceptable that I cannot talk to a manger or a supervisor at all.