Rooms To Go
Reviews and Complaints

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.).

Purchased 2 couches from Rooms TO Go not even a a few weeks not even a month the seems started to come undone - scheduled for rooms to go to come look at it for warranty - scheduled a month out on a Saturday gave a window 11-3 it is now 2:45pm I called and all they could tell me they were on their way - they couldn't even call me to let me know they were running late just a courtesy call so I could have still taken my daughter to a Girl Scout event - I would have been back by 2 if they would have just taken 1 minute and call me to let me know they wouldn't be within the window - called them and no help just hey are on their way. They did not make it in their window of time and didn't let me know it isn't good customer service. They just want their sales and don't really care for customer service I guess!

Hello,

order Data: 11/04/2017
Order# [protected]
I have placed an order for some furniture at the store level, right after receiving the merchandise I called to return one of the Items that did not fit my space, it took the store 5 day to pick the item, 12 day to process it and then another 10 days for the corporate to process and authorize the refund, it has been almost a month and I have NOT received my refund yet

the store charged me 20 % restocking fee, $90 for delivery and again over a month and I am still waiting on a refund

this is ridiculous

To whom it may concern,
In April 2017 we purchased a Sectional sofa set (Cindy Crawford collection) the purchase with the fabric protection plan for nearly $3000! The purchase went smooth the sales person was very friendly and helpful. Delivery went ok. I recently contacted the costumer service department in regards of the cushions Stiches being not lined up, the back pillows looking "inflated", the seat on the chase being overstuffed, fabric of the ottoman being rough etc! The first technician that came by took one look and said since it's a manufacturing mistake there is nothing he can do and that most likely we will get a new set send out. After reaching out to customer service I was told that there was nothing wrong with the set but customer perfrance?! I requested a second tech to come by. She told me that the some of the cushioned were not filled properly and others were overstuffed, the spring was broken and the ottoman fabric was rough... yes I know! Thanks... again, following up the customer service person on the phone told me it was customer perfrance, nothing that the warranty coverage. The ottoman will be replaced but because I did not call sooner the warranty will not cover anything else! I am not even going to mention her rude tone... terrible! I am shocked. When we made this $3000 purchase we were assured that The warranty would cover these types of issues!
We have been loyal customers with Rooms To Go and recommend several of our friends and family but unfortunately you have lost our business! The customer service person told me if only i had reached out sooner she would have helped me but because we had the set for nearly 9 mo there is nothing she could do! I don't understand this statement considering the warranty is for 12 month! Oh, she also told me that bad quality is not covered by the warranty! This is terrible, we seriously regret making this purchase due to the terrible quality/ lack of customer service and warranty stipulations that are clear as mud.
Both thumbs down Rooms To Go!

Rooms To Go delivered some furniture to my house the workers complained about how heavy the furniture was and that they didn't know they had to carry the furniture upstairs.They tore the wood molding off the side of my front door, damaged my walls going up the stairs pretty bad where the furniture scrubbed up against the walls.I called Rooms To Go customer service on that following Monday told them what happen .Its been over three weeks no one has called me back about the damage that was done to my house.

Orders # [protected] & [protected]...
When we noticed the insurance added to our order it was late at night so we could not call. So we waited the next day to call. The sales person was very nice - however - what she did to us was not very nice, as she added insurance to both of the orders without asking us. She spoke about the guarantee and how we didn't have to worry about the furniture getting damaged, but at any time did she say that we were buying this guarantee. We spoke to a manager at the doral location a few minutes ago, he's name was evelio. Evelio was very nasty with me, he didn't even let me talk, he would speak on top of my voice, and took sides with the employee instead of the customer by saying that we probably didn't hear when the sales person spoke about the charge which i found very offensive and insulting. He told me that it was better that i=we had the insurance anyway because it was to our benefit. By saying this not only is he missing the point, but he is also not cooperating to resolve the issue. When i told him that he should speak to the sales person about what she did to us, he didn't say anything, and when said that i was very upset and felt like cancelling - he's answer was - i can cancel this order right now. Just like that. I think a person like that should not hold a manager position - a manager should be courteous and be there to help the customer so they can come back again. Not to give a hard time to the customer. I had a very unpleasant time with this individual and as a result will never go to rooms to go to buy again. He did wave the insurance, however, i am still waiting for the corrected order, -
however, the main purpose of my call was to let them know that what they are doing is illegal and should not happen to customers. I think this issue should be addressed to the corporate office and even consumer affairs.

To whom it may concern;

We are a loyal customer of Rooms to Go. At Room to Go, we purchased a full set of Leather Sofa (3 pieces) in 2013, a set of dining table and a wine storage cabinet in 2015. The purchases were smoothly - sales people were nice and efficient, delivery was on time, customer service was friendly. However, we felt really disappointed about the quality of the products! We spent $3, 000.00 to purchase the sofa including the leather protection. In 4 years, the sofa leather skin started to RIP OFF, and the inside is showing. It is really hard to accept that a $3000 Sofa can't last for 4 years, especially the ripped area are not even the place we sit and touch very often! Please see attached pictures and vedio for details. We hope Rooms to Go can provide a solution to solve the issue!

The below is the information about the purchase

Purchase date Purchase order no. Amount
2/[protected] $2, 113.69
2/[protected] $619.57

Thank you for your help!
Jean