Rooms To Go
Reviews and Complaints

On Aug 19, the Rooms to Go delivery team brought $7k of furniture I purchased, dropped it off in the room and refused to assemble the furniture. The informed their dispatching team that my wife stated they should drop it at the door and not make an attempt tp assemble, which was not said. After speaking to the customer care desk in Alliance, the customer rep and her supervisor Rebecca were extremely rude and disrespectful in their approach to not only listen but failed to make an attempt to come with a resolution. I've been a loyal customer to the company for a number of years and I can promise you that I will not buy here again. You can thank your ALLIANCE team for that!

Part of my furniture order was delivery today 08/19/2022 around 8:30 am. I requested delivery and setup for my sectional and rug. They sent Delivery people who can't speak English, delivery person showed me doorway setup on his paperwork. I showed him delivery/setup on my paperwork, but they can't read or speak English so I was unable to communicate with them. I refused the order due to no setup and they delivered/left the merchandise/product anyway. I called customer service several times to cancel and they keep transferring me to the same que. Finally someone told me to contact the store but no one answers the phone at the store. I need to cancel this order and have someone come pickup this merchandise that I refused due to no setup. This was a horrible experience and I'm still trying to get it resolved. My next move is the media

Been trying to deal with Fortegra on a claim for two pieces of furniture I ordered a year and a half ago. Material is coming apart at a glue seem, there is a small stain on the side (no animals) of one piece that just appeared out of no place, and a cushion is starting to deform with no use. The leg on the accent chair has also become loose and will not screw in tightly. None of these issues are normal wear and tear!

They refuse to cover any issue and come up with a reason to deny every possible claim.

I have purchased a lot of furniture in the past few years always with a warranty, but no more! I will start taking my business else where and will inform everyone that RTG can not be trusted with providing professional (True) information to its customers and it aligns itself with scam artist that seek to steal your hard earned money!

Store: 414

Sales Person: Stanton Kilpatrick

Ordered: 7/14/2022

The chair I "thought" I purchased and fit perfectly for my short legs is not what I received. This chair is not comfortable at all.

False product sold to me. The showroom obviously keeps things there forever.

Not what I thought would be.

It gave me false information about this recliner. Again, I look for a chair that is comfortable and this is not! My legs DANGLE at least 6 inches from the floor. I want my money back!

Did I mention that the left arm has two Knicks! Another is to come this Wednesday and I do not have faith it will have a smaller seat cushion and I don't want it. I JUST WANT MY MONEY BACK! Please understand and pick this chair up and credit the card charged.

Thanks.

We were having a ceiling fan installed and had to move our rooms to go couch back for the ladder. When the couch was moved it sheared off 2 plugs. I called the rooms to go 800 number only to be on hold for almost an hour. When I finally got them on the phone the girl was super nice and said I needed to call the warranty department for replacements. I told her I was happy to pay for them and she said they should be replaced free. That's where the pleasant customer service ends. I called the warranty department and was on hold for close to another hour. I explained the situation and the girl put me on hold for about 15 minutes and came back to tell me that since a 3rd party moved it they couldn't replacement them. I would need to call the 800 number back and get the form and send a cashiers check for replacement. I then told her, wait. my husband was in the room and helped push the couch. Her response was , well you already said "THEY" pushed the couch. In total disbelief, I asked to speak to a supervisor. After another 15 minute hold she came on to tell me the exact same things and said there was was absolutely nothing she could do. I begged to pay for the $22 stupid plugs to avoid a chashiers check and mailing it fed ex and waiting for them to verify part number and nope. She said she had no authority and I said "they pushed it". So they split hairs over 1 word for $44 worth of olugs. I called my local store and even they weren't able to get anywhere. I'm just disgusted. We had planned to but a $3,000 outdoor set from them but that's not happening now. I will likely never buy anything from then again..it's just too much hassle.

Order was processed with scheduled delivery dates a month ago. One week before delivery, a voicemail was received to call a number within 4 hours or the order will be placed on hold. The number provided was not functioning and there was no email sent per the voicemail. Called customer service 2days before delivery to confirm time window and advised the order was on hold and now no longer available for months. This is unacceptable customer service. 1) a 4 hr window to confirm? Why send the original confirmation email when the order was placed if there were additional verification needed. No notice that something may be pending. The only action indicated on the confirmation email was setting the delivery time 2 days before the scheduled delivery date. . 2) without any email notice, the furniture allocated to my order was sold to someone else. Now backordered with no recourse 3) customer service was not helpful nor tried to find any solution.

Purchased a full bedroom set, headboard, footboard side fails ,2 nightstands, dressed and bureau in Nov 2021. I knew it would Not be delivered until July 2022. The day of delivery we get a call from the delivery driver that he can't come down our road because it is a dirt road, mind you we just moved to this house And they were able to get down here no problem, and we just had the roof replaceable with no problems getting down here. The driver took my furniture back to the warehouse and put it back in they system, INCORRECTLY so some one else came in and took my footboard! Rooms to go will not have another footboard available for me until JAN 2023! All because the driver would not come down a dirt road that we travel daily. As it has taken so long to get the furniture and the mess up which will put me out another 6 months. I have requested a refund and was told they will refund the original card, well since we moved in this long time frame that account has been closed, and all they would tell me is that they refund the original card! That will not work as that account is closed. I have asked for a check to me mailed to my home and I was told again they refund the original way of was paid.

Hello! In 2021, I first contacted Rooms To Go about replacing a cushion cover. My warranty didn't cover the damage, so I purchased a new cushion cover for I believe $65. I have an email thread from December until just recently when I continued to try and follow-up with no response. I received the wrong part, and when I reached out, they told me they would send another part. This has been since December 2021. I'm aware if the part isn't in stock, it could take up to 90-120 days to receive. This is obviously more than past this date. At this point, I consider my money stolen, as I was never sent the original part I ordered.

purchased living room sofa, chaise and chair have owned them for 11 months. at 6 months of ownership bottom of sofa became broken. informed Rooms to Go waited 2 months for a service Tech to come by only to be told that He could not repair them would need to be referred to someone within the warranty department someone would contact me. waited 3 weeks no response. I initiated contact again requested what could be done. 3 more weeks to schedule another Tech same outcome someone from Customer Service would contact me within 3-5 days no answers. waited 2 more weeks sent pictures of broken furniture that is supposed to be covered under all of their warranty's. Told they would review and contact me within 24 hours guess what no response 6 emails 5 phone calls later was told Rooms to Go determine that this was due to regular wear. are you kidding me and there was nothing they could do. Awful service, substandard product. would never purchase anything else from them and would NEVER recommend friend, family or stranger to purchase anything from them ever!

7/21/2022 11AM. I was delivered the wrong item. I went to the store to order my sons bed set "Kids Colefax Avenue Gray 5pc Queen Bookcase Bedroom". They did not have any on display, so I SHOWED the sales associate the picture of it. He asked if I wanted the "trundle bed" I said NO. Never did I say I did not want the book shelf and never did he say that if I wanted the book shelf like on the picture I had to pay an upgrade. I am extremely aggravated that I cleared everything out of my sons room including the mattress because I bought a new one with the set for them to deliver the WRONG bed frame. I received one with NO bookshelf. I call the location I went to to address the issue and they want to FIGHT ME FOR $200. I find it RIDICULOUS that they want to fight for $200 on a $1,900 order. It is NOT my problem that the sales associate did NOT tell me the bed frame would not be the one in the picture unless I added the upgrade. I find it ridiculous that they want to tell me they can switch it out for the correct one for $200. I am EXTREMELY UPSET that now I am having to deal with a different process and wait for a bed AGAIN for a mistake that was done by one of rooms to go sales associate and I am STILL being charged...$200 petty dollars off of a $1900 order instead of rectifying the situation and providing a solution for my inconvenience they are simply thinking of a solution for THEM.

I went to Rooms To Go in Dunn, NC and the sales manger was very rude. First of all the people in the billing department lied and said my Genesis account was closed and it wasn't. When I call to complain to the manager about it he was very rude. He told me "it's not like my money is going to buy them furniture". I have shopped here for years and this was the first time I ever experienced this. I purchased a bedroom set for my daughter using my credit card because I thought my account was closed, but when I found out they were being deceitful, I cancelled the entire purchase. I will never shop at Rooms To Go again! If you don't want to be discriminated against don't go to the one in DUNN, NC.

My wife and I bought a blue sofa, loveseat, and recliner (the Cindy Crawford collection) from Rooms to Go about 2 1/2 years ago (January 2020). We also purchased the Fortegra 3-year Guard It warranty. I would strongly recommend not purchasing the furniture set or the Guard It warranty. After 2 1/2 years, these couches started to peel. We've been very careful to use the leather protectant and conditioner on a regular basis, and yet all 3 pieces (especially the sofa) are peeling.

When we called Fortegra for service, a very nice man came out to inspect them. He said something along the lines of, "Oh yeah. They're going to need to fix this or replace it. These couches are only 2 1/2 years old. They shouldn't be doing this." He said we'd hear back from Fortegra within a week. Well, a week passed and then two weeks. But no response. When we finally called and spoke to someone, they said that the warranty doesn't cover peeling. In fact, if you review the warranty closely, it doesn't cover a lot of things that it should be covered. My wife then said, "Then why are you selling furniture that peels within 2 1/2 years?" She asked to speak to a manager, but the representative said, "They'll just tell you the same thing." But my wife insisted, and the rep said she'd receive a call that day. Guest what? No call. And it's been over a week.

All that to say, we're very disappointed with Rooms to Go. That they're selling an inferior product (which cost us $4500). We certainly need our money back, a new furniture set, or someone to repair it.

We have purchased many items of furniture from Rooms t Go and always buy the warranty although we have never used then. We purchase the Lanzo automatic reclining living room set and since, the motor on the loveseat has stopped working and we are unable to put the leg lift down. It is stuck in the reclining position. I contacted Rooms To Go and was told that my warranty was expired and they are not able to recommend anyone to fix it. Also, they made a snide comment about how I am still responsible for payment. I have never missed a payment to them.

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.

Melody Ondejko

[protected]

[protected]@msn.com

In 2014 I bought a three-piece bonded leather set and by four years it was peeling I thought that it was just peeling a little but it has continued to peel. No one Hardly ever sits In the loveseat and it looks just as bad as the other two pieces. I’ve read reviews from other customers and it seems they have had the same exact problem. I am tired of looking at something that’s falling apart like this yet it cost over $2000. We bought another couch around the same time we bought this set From another company that we have used every single day and it looks much better than this set.

Bought furniture. Part of delivery happened earlier in month. Today was the final piece to be delivered. A dresser. Was given window 2p-6p. Driver was done route at noon and because I could not meet him at noon (I'm 2 hours away). They went back to warehouse and told me tough luck. The store manager, Will, in the Baton Rouge store was polite but condescending and passive aggressive. Refused to help. Pointed to small print in delivery that we needed to be available all day. Who does that. They have a 3rd party delivery service that I guess that can't control. Hard to find good folk to work these days.

No one would help. Waiting to see what their corporate office says...

I purchase some furniture from the outlet store with the understanding that the furniture was discontinued or slightly damage, but not taken from someone's home.

Once arriving home with the furniture, I noticed a bunch of dog hair underneath the couch, which means that the chair had once been on someone's home for an extensive amount of time.

I began to take the plastic off the mattress so that I could put the protective cover on it and noticed that the back of the mattress had dark dirty looking spots on it and felt wet.

I contacted the manager at the store about both the issues and he said that he would replace the mattress but their was much more damage to the only other chair that they have in the outlet like mines.

I asked to trade the chair for another chair that cost more since I never should have been sold the chair that has all of the door hair underneath and on the back side of it. The manager does not want to trade the chair out for the more costly chair even though he cam not replace the chair that I purchase with a like chair and there is no other chair that I like except for the more costly chair.

He will only trade the chair for one of the same cost or refund me for having the chair cleaned. I don't want that chair period because it could also have ticks and bedbugs since it's been in someone else's home.

I called the corporate office and they told me that outlet furniture is as is even though my with the furniture are safely and health issues. The mattress was new and shouldn't of had any issues and the chair nor any new furniture shouldn't of had dog hair on it and shouldn't of been more damaged when I picked it up. The supervisor in the corporate office told me that they only handle warranty issues and that there is no one in management at the corporate office who could assist me with an outlet store issue.

I would like for them to replace the chair with the more costly chair since the only other one like the chair has more damage and to replace the mattress.

I have medical conditions and needed the mattress and the recliner to limit issues cause while resting and or sleeping. The mattress also has a strong chemical odor.

The outlet store is a part of the Dunn NC Rooms To Go Store.

I purchased a living room set from Rooms To Go in 2020. In the last year the color has faded from one of the seat cushions on the couch. I called the company I purchased insurance from only to be the run around on how they only cover "accidental stains/rips/tears." They then transferred me to Rooms To Go customer service and told me it was their responsibility. After speaking with Rooms To Go customer service they told me the color fading was a "manufacturing" issue and not their problem. They transferred me back to Fortegra (the company we paid to have insurance through) and they again said this was not their problem. I asked to speak to a manager to get some form of clarification and was put on hold and then told there was no one there in upper management to speak to.

I’ve been expecting my furniture delivered to me for 4 days! It was scheduled today 06/22/2022 from 10 am – 2 pm. That’s a 4 hour window that I’m expected to wait around. So, I did what I was asked. I waited and waited until 2:10 pm. I had another call come up so, I missed the delivery drivers call by 30 SECONDS! I tried to call them back, but I couldn’t because Rooms To Go (RTG) uses a third party delivery service, so therefore when I tried to return the call, it was a non-working number. I then had to call RTG customer service in order to get in contact about my delivery, which I was then told that they would have to contact the delivery driver themselves and only was able to leave a note asking if they could come back, and that they would have to call me back later to confirm if the delivery driver would be even coming back… 2 hours past by and I have not heard anything. I call RTG Customer support back and then they advise that it is now later in the day and that I would have to call back the NEXT day at 4 P.M only so that I can RESCHEDULE for a later date!?!?!?!?!

This is awful business practice. I missed a call by 30 seconds and there was no way for me (the consumer) to contact the Delivery Driver that HAS MY PROPERTY that I PAID for! How is that possible? I would think that when you have a delivery such as furniture or anything major like furniture or appliances, you would have the ability for the customer to remain in contact with said delivery?! I never had any ability to contact my delivery so when I missed their call, how am I supposed to let them know I’ve been and was at home the whole time!? No one even bothered knocking on the door! It’s 2022, they could at least have the ability to TEXT. WTF?!

I took the day off from work to be here at my home just as you asked, and I missed the call by 30 seconds, and now I will have to wait for another week for my furniture to be delivered! It’s complete [censored]!

I just really can’t believe you don’t have a way for your customers to contact the delivery personnel that is literally in possession of the customers property. I missed a call by 30 seconds and had NO WAY of calling back the person that just had tried calling me, and now I’m [censored]ed another week and will have to go through the same process of waiting around for hours for my product to be delivered. I have reported the to the Better Business bureau (BBB).