Rooms To Go
Reviews and Complaints

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).

I ordered bed room and mattress from rooms to go fort worth received my bed room order on 6/17/2022 but the delivery guy he said there is part missing from the order and he will go and back on Saturday 6/18/2022 to finish setting up the room and fishing the job but he didn't come back and he left the room messy without fishing I have no idea what is the part he was talking about but I said ok and I waited him all day on Saturday he didn't come back

My name is :Mariam Rizk

My phone number is: [protected]

Purchased a dining room set in March. Original delivery date was July. Received a voicemail message from Priscilla on June 16th stating that furniture delivery date has been moved up to June 25th. I called back on June 17th in the morning and spoke with someone who stated that the delivery could be done on either June 24th or 25th and that Priscilla would call me back to schedule. I did not receive a call back from Priscilla so I called again only to be told that I had to call before 6pm on June 16th to have my delivery date moved. Nowhere original message did it state that I had to call back before 6pm to have the delivery date of June 25th. The original voicemail stated "feel free to call back before 6pm" there was no mention that I must to call back before 6pm to receive the delivery date of June 25th. Even when speaking with the individual on the morning of June 17th it was not stated that I had to call back before 6pm on June 16th, she stated that it could be moved to June 24th or 25th. I am very disappointed in this service since I have purchased other furniture from Rooms to Go with no delivery issues and have been waiting patiently since March on my furniture.

To:Rooms -To –Go

Corporate Dept. Division

From: Ms. Ethel D. Palmer

4658 Read Blvd

New Orleans, La 70127

I can only hope this grievance letter reaches the right person, the intent of this letter is to inform upper management of one of the worst experiences I’ve ever encountered as a customer.

Briefly stated, but in no ways trivial, on February 21,2022 I ordered a 3 piece living room set , I waited 3 months for it and that was fine in its place, however after my the long wait, 2 of the 3 pieces arrived to my home damaged.

I immediately informed them that they would need to take all pieces back to the warehouse, I wasn’t interested in keeping the 3rd piece which was the love seat, and however the gentlemen left it in my possession. After speaking with the store representative, they informed me that the 2 damaged pieces would take up to 5 additional months to come in, needless to say I no longer wanted the set and ask them to please come and pick up the love seat and return my payment back to me.

I made my payment in full at one time and the funds were immediately deducted from my account.

I was told that I would have to wait 7 business days for the first half of my payment and because they failed to take the love seat when I asked them to they held on to the rest of my payment until they decided send someone to get the loveseat at their convenience meanwhile, my funds are being held up.

As none of this was any fault of my own as a customer, I implore someone to bring resolve to this matter on my behalf , from the damaged furniture, the additional extended wait, to holding and distributing my payment in part. The entire process was extremely frustrating and inconveniencing and should be unacceptable to your company’s core values. Thank you in advance for your help in this matter! I can be reached at [protected]/ alternate# [protected] or my email [protected]@bellsouth.net.

With regard, I remain

Ethel D. Palmer

I purchased a sectional on June 25, 2021. It was delivered on July 14, 2021. I paid for an additional 3 yr warranty on the product. On May 3, 2022 I called customer service about the cushions on my couch were splitting. A service person was sent on May 25,2022 to look at the damage and said, “Someone will call you in 3-5 days about your cushions.” It is June 15 and no one has called. So I called the customer service and was told my cushions would not be replaced due to pet damage. I told the service person the cushions are splitting at the seam and it it not due to pet damage. They are going to order the cushions, but I may have to wait 90-120 days for them to come in. In the mean time my cushions are ripping more and more.

This sectional is less than a year old and they do not want to honor their warranty

I purchased a living room set and some other furniture from Rooms To Go about 3 months ago, the one arm on the sofa has no padding in it. When you rest your arm on you hear the wood and it moves. I called them and was fully expecting them to send someone to either fix it or get me another one. What I got was told that I hated been Red Flagged! What is that, so I was told I have not paid on my account, well I had just made a payment of $150.00. Now this is what they have done to me, first they say I was only approved for so much credit with Synchrony Bank and I am over the limit so I owe them money as well. Why wasn’t I told this in the beginning and why did they let me purchase my furniture if that was the case. I had no idea about any of this. They also billed someone else for my furniture, I tried to pay Rooms to go and also Synchroncy Bank and was told I owed nothing! Now I have told them to come and get the furniture as I am not paying anymore money to them. This is my Nightmare, they have messed up from the start and I am being put in the middle as the bad guy. I spoke to about 4 different people and the last one told me to look at my invoice I got when I was in the store. Surprise Surprise, once again I never went into the store, I ordered all my furniture online from them. Nobody in the store or if you call to complain no’s anything, it is always my fault and problem. Thank You Darlene Neitzel.