Rooms To Go
Reviews and Complaints

We purchased our couch 11/14/20 and had it delivered 1/27/21. I love this sectional! My only complaint is that there isn't something that clips the three pieces of the sectional together to keep it from sliding apart, but we found a fix to that. We purchased the 3-year extended warranty on it because it would "cover anything, including accidental damage caused my humans or pets!"

In June of 2021 after having the couch for only 4.5 months, the seam of the LAF Cuddler seat cushion had a tear in it. My husband was deployed at the time so it wasn't a big priority for me to contact them right away about the tear and thought I would do it soon. A few months later I filed a repair request, attached all the photos, the copy of our purchase, etc. In 2 days I was told it was denied because the warranty does not cover tears on seams? That if it were an accidental tear, then it would be covered?

I'm so confused! The LAF Cuddler is where I sit and I was the only one sitting in the couch during this time since my husband was deployed. I don't understand how it would be determined that my extended warranty that would cover if my dog ripped a hole in it, but it won't fix this tear that happens to be on/at a seam?!

So, we paid $2688.18 for a couch and an extended warranty, to have a tear happen within 4.5 months and then to be told sorry, we won't fix that under the extended warranty you purchased?!

My sofa and loveseat was delivered on 09/21/22. I ordered the sofa because of the length. According to your measurement on your website the couch should have been 87.5 inches long. I get the sofa and it is 82 inches long. I am very upset and disappointed. I paid for 5 inches of leather that I do not have. Can you tell me how I can get my money back for this 5 inches I am missing? I have enclose a pic of my couch with the measuring tape and a picture that was displayed on your website. If I do not hear from you by Friday 9/30/22, I will send to my lawyer. I look forward to hearing from you.

On July 3, 2022 I purchased this chair (Torini Blue Leather Power Recliner

[protected]) with my sales person over the phone. We purchased this chair to go along with the matching sofa we purchased in the store. We were told the chair would be ready for delivery on 9/16/2022. During the purchase the extended warranty was included in the price and I didn't want this coverage. I called back to my sales person and asked to have it removed and she advised she will take care of it. I did see a credit back to my card for that charge.

On Sept 8, 2022 I contacted the store to check on the chair and see if I could get the chair early. The store advised the order had been cancelled. I didn't cancel it! I connected with sales person and she told me that the employee cancelled the entire order (not just the extended warranty piece). My sales person advised the chair would now not be available until December. She asked the store manager for any support for their mistake and he offered waiving the delivery charge. I spoke to the store manager myself and he told he couldn't offer anything else except the delivery. This was the store's mistake and I didn't know it had happened until I called.

With re-ordering I will not get the chair for over 6 months after I ordered it

This wasn't the customer's mistake- it was on the store and responsibility needs to be taken for the error. Just imagine my response if I waited all day on 9/16 to get a chair that was never coming. Not acceptable customer service

I purchased a purple California King set with covers. My wife and me purchased the item due to our bad backs from accident. They claim to have been at my door to deliver and we where not there. However, i was in the bathroom and only heard the phone ring twice, when got out called them right back. They said they where just there and left. I asked for them to have them come back, they refused. They where working in the area all day. When I called rooms to go they stated they could not give me another delivery date, told them I needed the bed and to send out, they still refused, so I cancelled the bed. Went to another bed place and purchased the bed, Sleep experts. Also saved $2,000.00. ON top of that I have a dog half boxer mix, she did not bark all day, when someone delivers a package and just drops on door step she goes crazy, she did not bark all day, but they claimed they nocked on the door. So now, they said I cancelled the same sweet sales Lady Savanna that served us turned all mean on me when I said I wanted to cancel, she said your out 20% for that you won't get it back for cancelling. So she said they will keep $1,200.00. Willl now tell facebook people and any one and will also be filing with Attorney General next.

On Feb, 26 2022 I ‘am a 64-year-old man David went to the room to go store in Orlando Florida shopping for a living room set since RTG had a promotion going on and I was looking for a particular style and I found it there. the sale women were very friendly and nice, we laugh and joke around and had a pleasant time. To make the final purchase she brought me over to the lady in charge of the finance and we sat down at the table and as she explains to me how it works, the two-piece Seconal was on sale as a set but then she broke it up and sold me each piece separately one sofa - whit/Ellington was $590.71 and the chaise- white Ellington was $697.29 which bring the total up to $1,288.00.

I was fine with that the finance lady pulled out her lap top computer and begin speed reading the terms and conditions and past me the tablet computer for me to sign with my initials and I did, she repeated the process for about 15 times. cool I was fine with that.

She then asked me how did I want to make the first payment that would be $230.00 I hand her my bank card and told her to make it for $300.00. she then told me that my payment will be $230 dollars a month for 90 days if not paid by then they would start charging an interest on the purchase once again I was fine with that, but I asked her if I can pay it off before then and she begin to explain how each payment was going to build my credit if I pay it within six months as long as I don't miss any payments. I was fine with that as well.

Now here’s the thing I paid $230 dollars every month from 2/26/22 till 8/3/22 which would bring my total payment to $1,688 including the $300 I paid for the down payment from the beginning. (Do the math)

Now I know that I was all paid up for the sofa set so I contact the store to get my balance and final bill of sale. I was shocked to hear the women over the phone told me that my balance was $1,240.00 “[censored]” I said how can that be and the women told me because after 90 days if I didn't pay in full that the was going to start charging interest.

I told her that I need to speak to someone else and I said I don't know how you can work for a company that is ripping poor people off any people for all that matters. I told her that she will not get into heaven like that. She told me I was being rude and that she is now hanging up on me. All I ask for is an itemized print out on what I paid and all other charges tax and fees. And I was told that they did have anything like that they can only give me a balance of what I owe I know that’s not true we are talking about a billion-dollar corporation the keep track of everything.

Oh, and I forget to add that I paid $260 for delivery and the movers scratch my sofa. can someone please help me understand how I owe $1,240 in interest? I think something shady is going on with your company ROOM TO GO

good afternoon, I bought a lot of furniture 1st quarter of 2021 for my sons room and master bedroom. I have requested a warranty on the king Cindy Crawford headboard. I have sent pictures to representative per our conversation. I no longer live in Texas as I moved to Arkansas. If my headboard that I paid for the warranty on all my furniture cannot be replaced or fixed, then I want a refund on all my warranties. I have not received a response and getting extremely frustrated especially with the amount of money I have spent over the years. I would like a response. Please contact me. Thanks, Stacy Cook

I bought dining and living room set. Need repairs. When items delivered there were marks in dining room items and chair from living room set wheels keep falling off. I call to set up a time for repairs and get no results. Totally dissatisfied with your company. Please help rectify this matter.

Angela Neal

[protected] mothers number

Mother name Marianne

Do not buy from them! Spent over 20,000 on furniture as I had bought a new home. When my furniture first arrived the dining table came damaged. They had to bring me 3 different table tops to get a "new" one. If it was my first time recieving the items, they should be brand new out the box. But no I had to go through the trouble and constantly call for a new one and wait. Now come to today my dining room chairs have holes in them. I called to make a claim and the first lady didn't even want to hear it and saying what I'm explaining is not covered without asking for proof. I called a couple days later and spoke to a man. He actually helped me and told me to send in pictures. 9 days later and still no response I decide to call them today. The lady on the phone is trying to explain to me that because the chairs that have holes in them also have some tears they will not be covered because it is "accumulated damage". I have a big family and we are almost 3 years with this furniture. It is a sad excuse to not go by theyre warranty. They want to take your money but not follow by their own rules. I do not recommend buying from them or buying their warranty. They're are thieves. Rooms to go should find a different warranty company to work with because Fortegra is definitely not a good one for the price that I paid.

In June 2022, we placed a large order for furniture (worth close to $20,000), with delivery scheduled for September 10th. One week before the scheduled delivery date, I noticed a new order had been placed under my profile with a November 17 delivery date when I checked the order status online.

When I got in touch with the roomstogo store where I made my real purchases, I learned that the new order was made by the customer service staff by dividing my primary order into two because the dining table set was out of stock.

If I hadn't looked up the order status online, I would not have known because it was never mentioned to me.

This happened on August 17th and if they had informed me sooner, I might have arranged an alternate route before moving into my new residence.

The demeanor of the "Newport News" store manager was the most disappointing aspect. He said, "They can't do anything about this and the only options I have are to either wait until November or cancel the order and order another set that is presently in stock." I don't know how customer service representatives could not even comprehend the agony of choosing all matching furniture for a brand-new home, only to then request that the customer choose something else that is currently available one week before to delivery.

I purchased the Colorado Sofa and Loveseat (SKU [protected] and [protected], color Natural) in September of 2014 (Order No. [protected]) from the Pensacola, Florida location. This furniture has very little traffic, no animals or children in the household, and the leather is cracking and flaking off in the areas between the cushions and on the top back of the sofa and loveseat. This deterioration began two years after the purchase, and it has continued to deteriorate. and flakes of the leather exterior continue to fall on the floor.

Yhe quality of the leather is very poor.

Would NEVER set foot in an RTG store again. Service & support are totally Non-existent. ZERO reply to 1/2 dozen emails sent to the contacts listed on their website. A dozen calls to the 800 number have NEVER been answered after holding for 15+ minutes. Calls to the "local" phone number for the store where the purchase was made roll over to the 800 number & are NEVER answered. Faxes to the fax number listed on the local sales person's business card generate ZERO reply. Without doubt the WORST retail experience we have EVER had. How this company remains in business in view of our experience is impossible to understand. There is NO WAY to contact this company regarding a billing error &/or delivery issue. NONE. Which must be by design?

Ordered this on 6/5/22 and was delivered mid to late July. So I have had it in my home no longer than six weeks. Just a few days after delivery, the power stopped working (it was fully reclined). Called for service and was 2-3 weeks. Service showed up and changed the power cord. Yesterday I called the store because the power is again no working and request a refund. Was told that a service person had to look at it and given an appointment for a month - 9/26. This is not acceptable for a new piece of furniture or for lengthy wait for service.

We purchased a large faux-leather sectional from RTG in 2020, and bought the Fortegra damage warranty because they assured us that "no matter WHAT! Damage and stains are covered!"

However, when our toddler got hold of an ink pen and drew extensively on the fabric before we caught her, Fortegra denied the claim due to "multitude of stains" and "misuse." The stains were all from the same pen at the same time, and of course it was misuse; why else would we need the accident coverage?

When we purchased our $1200 sectional in October 2019, we purchased the Fortegra 3YR warranty as we were told that it would cover any damage to the item. "If they can't fix it, they will replace it." The furniture has worn down near all the stitching in sections we sit the most. They denied my claim stating that they do not cover normal wear and tear. This not normal wear and tear in less than 3 years...see photos. I wish I could've researched Fortegra prior to purchasing this warranty.

I had my order #SE17423593 scheduled for delivery today 08/19/22 between the hours of 12-4pm. I confirmed this time and received 2 texts showing it was confirmed. One of which was received at 8:15am this morning. Here it is now 5pm and I haven't heard a word or anything from anyone. Not sure when my delivery will be here or if it's even coming. I took a day off work to be here for the scheduled time and now I'm here still waiting. I have other things scheduled for today and this has caused me to push those plans out. One of which cost me. I find this very very unacceptable and unprofessional.

The purchase of my bedroom set fully paid in store Kissimmee location was fine. I purchased 7 pieces Sofia Vergara diamond falls gray finish on May 28th, 2022. I finally receive my bedroom set on July 29th, 2022. On delivery day one of my nightstand was broken from the back & top, one of the dresser draws was broken. I called customer service; I sent the pictures of the products. I was informed the draw will be mailed & set appointment to exchange nightstand. In mail I received the wrong draw, after I sent pictures & circled the draw, so I called customer service again submitted another picture. I finally got the right draw. On delivery date august 12, I confirmed via email & text message stay home solely for that purchase, I got a text message saying 6 min away, just to not receive my nightstand. I called in the evening & customer service informed me how the driver or dispatch falsely lied & said the client mentioned wasn't going to be home to re-schedule. Now my wife is very furious & I'm heated of the poor service I'm getting from room to go. Now waited on August 12, 2022, for delivery & not sure what this outcome is going to be. I have always been a fan of room to go, but with this poor service, I'm highly thinking about taking my business elsewhere in the future.

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.