Rooms To Go
Reviews and Complaints

Rooms To Go failed to deliver a orthopedic mattress that I need for my bad back. Their delivery driver and passenger drove in front of my house and did not bother to make a delivery attempt. Both men inside the delivery truck were too lazy to get off the Rooms To Go delivery truck and ring my doorbell. I was observing them from my home's front window. Terrible service, incompetent and laziness on behalf of Rooms To Go. Rooms To Go customer service did not provide me with an acceptable solution. Avoid Rooms To Go unless you want to pay for something you won't receive. I will never buy from them again.

After waiting more than 11 hours for delivery of furniture to my new condo I called to see if I was actually EVER going to get delivery and then after ALL day they can tell me exactly where the truck was and that I was the last delivery of the day. They couldn't tell me that 11 hours ago? I have another delivery supposed to come may 12th. That will be cancelled and I'm going to Ashley Furniture. No one else can be as bad as Rooms To Go!

I really do not know why I am submitting a complaint and not just getting a full refund. The only reason I am not is because I really like the furniture that I purchased. On March 10, 2018 I went to the Rooms To Go store in Augusta, Ga. I really enjoyed my experience in the store. I was assisted by Reginald the week before the purchase date to look at the products I wanted to buy. On the 10th I went back to get my purchases. I paid over $208 on delivery and set up fees for my two separate orders. One order was for a living room package and the other order was for bunk beds. I was told that I couldn't set up a delivery date until the keys to my newly purchased house were in my hands. I called today. I was told that when I called to set up delivery it would only be a couple of days until the furniture would be delivered. So today I was told that my furniture would not be delivered until March 28th. Again, I'm just a school teacher that just purchased a house and trying to get furniture in my house and a bed for my kids to sleep in.

Our experience at the Asheville store was great. Our sales associate Tom was easy to work with. He was very friendly and accommodating. We were told delivery on March 14th between 11:00a & 3:00p. We made special arrangements to be home and removed all of our furniture. By 3:30p I called customer service. the lady was very kind and apologetic. She informed me that our delivery was rescheduled for Sunday March18th between 11:00a - 3:00p. So now I have to be home instead at my church. If I had not called we would be waiting & waiting. This is totally unacceptable regarding delivery and very disappointing. Order #[protected]

I bought a electric reclining leather sofa and loveseat. I waited 2 weeks to get it delivered, on delivery I waited 4 hours. My sofa had a 10" cut on back and edge of back cushion had rubbed spot on it. The loveseat was dropped twice and ripped bottom corner. Of course both pieces had to be reordered, so I have another 2 week wait and on day if delivery another 4 hour window. They had my glass storm door opened with spring catch locked. They left door open as they set up furniture and wind caught it pulled it back which bent bracket hinge and broke screws off. When door blew back it hit pot which broke top off base and piece that inserted in base broke and the whole side was cracked. I was told I would be contacted regarding my personal property within 2 days and haven't heard nothing. I also requested for inconvenience a designated time for delivery so u don't have to waste a half day waiting and was told no exceptions could be made but could call an hour before. No one had contacted me to apologize for the problems or try to compensate me or make this right and very upset and disappointed with lack of customer service.

I bought three pieces furniture and also a Force field protection plan that was supposed to prevent stains and provide clean service if a stain occur for three years. Now I was told that Im not covered because of the date of purchase and because it has to be a food stain. I always buy in Rooms to Go because of the quality of the furniture and the excellent customer service but today I was very disappointed because I spend $2, 419.49 on these furniture with protection to prevent this situation that was not supposed to happened especially with micro fiber fabrics. It never happened before I hope you can help me because in PR I got nothing! I already send pictures and documentation. Att. Wanda Villafane
[protected]

I had a scheduled delivery (Order # 12680414I )from 8am-12pm today (March 2nd, 2018). After not receiving a call, and it being past 12pm I contacted customer service to check on the order of my delivery. They said there was a "driver emergency" and that I would be contacted by dispatch at some point later in the day to be given an update on when I may receive my delivery, if at all. They also refused to give out the dispatch phone number, which forced me to use them as a middle man to check on the status of the driver. Since I had to be by my phone now non stop, it forced me to stay home and not enjoy my day after the already planned 4 hour delivery window I had sat at home through.

I Purchased my sofa 8/9 of 2016 I Purchased the stain warranty and I understand it does not cover stitching that is coming apart in the cushions this sofa not even a year and a half old I live by myself no kids in the sofa has not held up I call for service and was told that there is one year warranty and there is not much they could do for me this is a Cindy Crawford leather sofa and I expect the last longer than This I can provide photos

Dear Sir or Madam,

On February 2nd my wife and I visited your Rooms To Go in Raleigh, NC looking for a couch and loveseat that were electric. My wife got spoiled at her parents house and wanted to make sure we had that feature.
The Salesperson that waited on us was Kathryn Boone. We didn't find anything that matched exactly what we wanted, but we had a floor model that was close (but no warranty - issue there) and a new one that was a bit too rustic for our Family Room.
During the sales discussion we mentioned about the beds and we checked out a Stearns and Foster adjustable bed that was very nice. However, we let her know that we were not ready to buy a bed just yet. My wife wanted to purchase one after we had done our research.
Kathryn was supposed to call us back on Monday or at the latest Tuesday, the 20th. Today, we called the store and we were going to let her know that we decided to wait on the sofa and loveseat until we found exactly what we wanted. The receptionist, Britney, was kind enough to page Kathryn, but said she could not come to the phone since she was with a customer. We explained to Britney that we just wanted to cancel the $100 dollar's that Kathryn requested we put down to hold the sale prices. She added in the bed, at her own request, and said just in case you change your mind.
Britney explained that she would refund our $100 and the $6593.93 on the Synchrony charge card. We told her we were not aware of any charges and we had not authorized anything. Kathryn had only asked us to put a $100 deposit down in case we did want it and this would ensure we got the sale price. After we discussed this with Britney, Sean got on the phone and he said that he would take care of this and refund our money. He said that the money wasn't really on the Synchrony account, since he could not bill us until the furniture arrive. Pardon me, but this is double speak and I'm not really that stupid. The charge was made on a Synchrony account under my name, even though he had not billed us yet.
I have purchased a family room set, a dining room set and a bedroom set (with miscellaneous extra furnishings), but upon this recent consideration and the economy today, I'm not sure that I feel comfortable doing business this way.
In my estimation a young soon to be single Mom, Kathryn is going thru a divorce from what she tells us and money is tight, took advantage of a couple shopping around for the perfect furniture. To top it off the phone is handed off from Britney to Sean who tries to intimate that it is okay, since the charge hasn't been billed yet. It is still my name and credit that has $6593.93 on it.
I'm not happy with how we were swindled or how the Management took it upon themselves not to take responsibility, but to gloss over the fact by using a clever play on words. That is not good business sense.
With today's social media it is imperative that a business be honest, trustworthy and willing to back up it's customer's. I am in the HOA of a good sized community (500+ houses), and Facebook, etc. a lot of people listen to my opinion since I am known to be an honest person and won't give information without validating it first.
I fully intend to share my experience with Rooms To Go with the people I know and depending on how this is handled will depend whether it is a good account of a bad situation or a detailed analysis of a bad situation that only got worse.
Thank you for your time and patience reading my complaint.
I have enjoyed doing business with you in the past and my dining room/living room set was the first "sets" that I bought in furniture during my adult life.

Sincerely,
Darren Shepherd
EMail: [protected]@nc.rr.com
PH: [protected]

I recently purchased a headboard from the showroom in Baton Rouge:
1) I approached a salesman who was talking to another staff member. He looked at my daughter with her IPad and said, " You could purchase what you need more quickly with that than through me." He clearly did not want to help us.
2) I had to change the order prior to delivery. I was instructed to speak to my salesman who was quite rude and perfunctory. He told me I had to come into the salesroom to make a change. I spoke to his supervisor who handled the issue readily on phone.
3) I was trying to purchase a smaller sized headboard. My rude salesman said they did not have it in the size I wanted. My daughter readily found it and ordered it on the internet.
4) The day of delivery we were not called prior to delivery.
5) The delivery person did not identify himself and just stood at the door while my daughter tried to determine who he was.
6) The delivery person never told my daughter he would not take down her bed, but watched while this 110 pound young woman tried to move the bed herself. He offered no help or explanation.
7) He set up the frame of the bed, but did not ask her what level she wanted the frame set.
8) He did not help her put the mattress or boxspring on the bed. My 65 year old sitter ended up helping my daughter after he left.
9) He left without telling her he was leaving. We had given her money for a tip, which he did not deserve, but she could not have given it to him even if she wanted to do so.

I will NEVER buy from Rooms-to-Go again. Customer service is non-existent. Avoid this place like the plague.

I purchased this sectional less than 5 years ago. During the past year this sectional has began to flake and peel. It is so bad now, that there's pieces of the so called leather/pleather material all over the house and carpet.

I have never seen any furniture to do this. This furniture was defective and now we have to go buy another living room set.

You can best believe we will never make another purchase from rooms to go; moreover, we will not recommend any one purchase your defective furniture, because it is a waste of money.

Purchased bunk bed/mattresses from your Huntsville, AL location in JAN 18 with delivery on 13 FEB 18. I received a call 6 FEB 18 to verify delivery information which was incorrect. I did my part with updating information (which I don't understand why the correct information wasn't in the system since I had to give the delivery information when purchased) I was prepared for delivery on 13 FEB 18. Requested time off from job receive delivery. I get a call at 7:33 a.m. on 13 FEB 18 to tell me the furniture was placed on the wrong truck since the address was changed and can't be delivered until the next day. I followed up a week prior to delivery and on the day of I get a call. That is not professional planning and puts me at a disadvantage since I have no recourse of taking the time off from work and trying to figure what to do for the delivery on tomorrow.

I purchased a dining room set a d a living room set. When I received a call to put the warranty on my living room and dining room set and was told they were both covered. Now upon using the table extender for the dining room table for the first time for the holidays we realize that the inserts are misaligned and it is a factory defect. We call to have a tech realign the screws correctly or replace the extender. After being transferred 7 times they tell us we only have the warranty on the living room set not the dining room set. Now they refuse to fix the issue and tell us there is nothing they can do. We were just about to purchase two bedroom sets there too. We are just so disappointed they were unwilling to help us out in any way.

I am disappointed that I've purchased a sofa set along with a protection plan and when I finally need to use it, I am told that I don't have the plan that I thought I'd purchased. I purchase a black leather sofa set and they're telling me that I purchase the food and beverage plan. If I was buying a white cloth sofa, yes, I probably would have. I know I asked for the protection plan for incase something happened to the set. I was told that maybe there was a misunderstanding with the sales person. So what then. It was a total waste of my money. I'm very displeased that with all the money spent, and referrals I've sent, that this wasn't made right.

Recently I received $825.54 Rooms to Go credit. I learned I am financially responsible for the delivery fee and bond protection.

As a customer that has a history of spending money in your store, I deem this to be unfair, wrong and bad. You admitted this is a manufacturer issue so why is this not covered 100%? Why was I not notified upon you learning of this sectional having issues? Why am I having to cover the delivery fee once again? I had not intentions of purchasing more furniture from your store anytime soon but had no choice due to this issue. This has caused unexpected expenses and this is in no way my fault. I am sure 100% that if this goes to litigation I would be fully refunded the other half of what I originally paid for the sectional. Your store will be taking possession of the sectional which means I will no longer has possession of that property. I feel like your policy needs to be reviewed and change for the better of the customer.
This is for documentation purposes to start a communication trail with Rooms to Go . I am respectfully requesting a refund on the delivery fee that I paid to have the new couch delivered which is scheduled for Feb 1, 2018 and I am respectfully requesting a refund of the other half of the price of the original sectional that I paid. I provided the account number for the original sectional in the subject area.

Good evening,
Order #[protected] - 2 pc sectional couch was scheduled to be delivered on Jan 2nd, 2018 between 2-6pm. The delivery driver called to inform us the delivery would be between 6-10pm due to scheduling conflicts. The driver called at 7:30 pm to inform us the delivery would be moved to Thursday, Jan 4th and that a manager would call in the morning to schedule a time frame. Called customer service to inform them that a Thursday delivery date would not be acceptable due to an upcoming trip and that the delivery date would need to be done no later than Wednesday, Jan, 3rd. The Customer Service rep stated that the shipping manager would call us in the morning and that there was nothing else that can be done. While the customer service has been pleasant thus far, this rescheduling of a paid delivery service is unacceptable. If a Wednesday, Jan 3rd delivery date cannot be accomplished, we would like to seek a refund.

I recently submitted a claim for a sofa bed we purchased 2 years ago. The bed part has a piece that is supposed to hold it up off the ground that has ripped, the frame has ripped a huge hole in the mattress, and it looks to be almost ripping out the side of the sofa. They said it isn't a manufacturer issue so they will not honor the warranty. We paid extra in case something happened to this furniture and it was clearly a waste of money. We just purchased a brand new bed and the headboard is damaged. They didn't want to replace that either! Just was delivered maybe 2 weeks ago! I've purchased every room through rooms to go but I doubt I will ever do so again! I will be warning others as well as putting in a claim with the better business bureau!

Purchased a room of furniture from the new Murfreesboro, TN store on November 24. Delivery scheduled for December 9th. The purchase was for a reclining sofa, standard love seat, and a rocking recliner chair. Sofa arrived and was damaged. Love seat was NOT delivered. In its place was a non-matching leather recliner. Our recliner was delivered. Customer service was unapologetic and rude. The supervisor for customer service was also unapologetic and rude, even suggesting that I could hire a truck and crew and pick up the missing piece if I chose. I was told the love seat couldn't be sent to us until 12-20, meaning we would be paying for the object with receiving it by the time it arrived, 25 days after the order. Not acceptable. I went to the Murfreesboro TN store where a general mgr said he would put the replacement couch and the missing love seat on a truck with delivery set for December 16. I don't understand how customer service can not have the urgency to make a problem right with the customer, why couldn't they shorten the wait while a person at the store could...this is not right. So now we will wait to see how RTG will botch this delivery. If this sounds synical, it is...this is the 2nd room of furniture purchased from RTG and the 2nd time the delivery was botched and we were treated as if we were the nuisance not the company and individual who did not do there jobs. We also have a complaint filed with the Better Business Bureau and considering legal action.
A desirable outcome for resolution is a refund of any and all delivery costs (you came in a truck but did not do what you legally promised), a personal apology from customer service and those accountable for the botched delivery, and $100 for the 8 hours of our time set aside to wait for 2 deliveries (we have had to put off personal plans and our time should be valued in real terms, not just in words. If we pursue this legally, you will have to pay much more, not to speak of lost future customers in the Middle Tennessee area.

Purchased room of furniture on 11/24/2017. Delivery 2 weeks later with love seat missing from order and sofa damaged. Customer service no empathy and no urgency to resolve. Told to wait another11 days for replacement, store promised to reduce that by 4 days but now must cancel plans to meet delivery, not right to tie us up like this and without showing remorse for mistake. What makes this so bad is that this our 2nd major purchase and the 2nd time this has happened. We demand that this be made right, someone be held accountable, and serious compensation for tying us up for 8 hours ( 2 delivery dates with 4 hour window.).