Rooms To Go
Reviews and Complaints

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.

I purchased the sofa back in September Labor Day weekend did not receive the furniture until after November 26, 2021

After receiving the item we did not use it until recently since we relocated from California

We have been using sofa for a little less than five months we purchased a house and furnished the house and we located from California on January 2022

It’s only been close to five months

The sofa has many signs of or the sectional I should say has many signs of imperfection including quality and manufactured imperfections that we did not notice until now that we’ve been at the house

The sectional sofa is already having signs of non-durability and imperfection not what we had expected

Its sinking in we purchase this sofa thinking that it will be a great for piece of furniture for our living room and for the family that would have longevity and last longer than anticipated when we purchased the sofa it was gonna cost the price little bit over $3,725.00 + that we paid cash for and due to the price we thought we were purchasing a great long lasting over the top item

However after almost 5 months of using it it’s already sinking in and does not seem to be a strong cushion that would last a long time instead of seems like it’s getting flat and not the quality that we were expecting or the quality that we were told in the longevity this would have

It’s only two people in our home my daughter six years old and myself and once in a while maybe every eight months to six months my husband who is in the service

I am not satisfied with this item as it’s lacking the support the longevity but above all the lifetime warranty we were told it would help I’m not happy at all with the price that we paid for it to be lacking what we were looking for please take a look at the pictures thank you look forward to a call back or an email reply as soon as possible

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Purchased living room set along with extended protection warranty

1 year 3 months later start to have issues with arm rest filling slipping downward

Reach out to warranty, told 'is not covered'

Reach out to RTG customer service, told out of 1-year manufactured warranty not covered AND considered normal wear and tear

Bring to their attention the furniture is just over a year old; in a house with 2 adults who live there 7 months out of the year AND filling is SLIPPING NOT losing its thickness due to use

ONLY after placing a complaint on a site, I get an email requesting pictures and explanation of the issue

Reply to email with pictures and explanation, as well as detailed angles of the difference between unaffected armrests to affected armrests, which go unanswered for several weeks

I resend email several times, finally get a response stating, 'Board has evaluated your issue and sent you an email with their decision’ But no email or decision given

I continue to send emails and after several attempts get the same response

I then send an email stating I need to speak with someone as I have no decision; told RTG does not consider this to be their issue. But it is Their product that is poorly made if it cannot stand up to 7 months of light use. Emails still getting no response. Called and CSR told me 'You are [censored] out of luck, RTG is not responsible for ANYTHING after 1 year and doesn't care if you are unhappy, you can post your complaint ANYWHERE you want, they don't care.'

My name is Rachel Dowling McDaniel and I purchased a mattress from your company April/2022 for over $700.00 I purchased the product due to problems with back pain. It was recommended by my physician to get one. As of this date (June 8, 2022) I experience pain after lying down or sitting on it. I am a senior citizen on a low fixed income. Last but not least, a fowl odor (urine smell) is coming from it.

Went in looking for toddler beds Christopher was our sales guy bought beds delivery and clean up beds came they were broken! Then the delivery guys made the biggest mess in our yard house and room! Threw the pieces that were broken under the bed and they just freaking left! Didn’t say much didn’t care and just left! Mess was everywhere! Mattress left on wall and all the bed pieces just shoved under the trundle part! Then called our sales and guy and he was like what do I want! Couldn’t get ahold of manager took about two days and we had to call and call worst service ever! This company is the worst to buy from! I will never buy again and trust me I will make it known to others to choose BOB MILLS! Rooms to go could take some classes from these guys! They need to send their managers sales and everyone who works there! Rooms to go is for real the worst place with the worst customer service the worst managers!

Accidental damage due to pet stain. Our dog peed on the sofa side and sitting area accidentally. We purchased the protection incase this would happen. Our order number is 25938535I. It is a ridge water graphite sofa [protected]. This was ordered on November 24, 2020 at Lafayette location for Rooms to Go.

About 20 years ago, one of the items we purchased at Rooms To Go is a leather couch. Today it looks like it did the day we bought it. About 6 years and a few months ago, we purchased an additional leather sofa and love seat set branded "Cindy Crawford" for $2000. The paper thin leather of this newer set has been pealing away from a cloth backing in several places. Our phone call to customer "care" resulted in a courteous "you're out of luck". Is it too much to expect that in a household with only 2 retired adults the second purchase of furniture should last as well as the first purchase? $2000 spent and now the investment is an eye sore. We did a little research and found that Rooms To Go had a serious issue several years ago with this very problem on much of the leather furniture they sold in good faith. Our conclusion is that our furniture is part of a very large group of leather goods that is unquestionably defective. Whether the defects become apparent days after the purchase, or 6 years after the purchase does not alter the fact that this is a defect. The problem is not due to wear and tear or abuse. The fact that the defects in ours have not become apparent because of such little use should not change the fact that our defective merchandise should be dealt with.

Purchased a reclining loveseat at the end of 2021, we have had the service tech to our house twice to fix a problem of the right side of the loveseat cushion has no support, the first tech came out and put more foam in the seat, while doing this he broke the zipper on the cushion and has to stitch it to hold it together and said this would be better than the zipper, well he was wrong, we had to have a second tech come and try to fix it, when he arrived he sat on both sides of the loveseat and said the right side would need to be replaced. Now two weeks later Rooms to Go calls me and said that this is normal wear and tear, and it is not covered under the warranty even the extended warranty We only had the loveseat for less than six months, so this is not normal wear and tear as they say. Steven McLellan

I purchased 4000.00 of furniture. 2 sofas that are white. 2 recliners and a console. The sample of the console in the store is white. My paperwork says white. The console is TAN! I’m in Va. Beach. I went in the store to talk to the manager. She pulled up a picture on their website and said See it isn’t white

My salesman did NOT show me a picture online! Only the store sample which is white! Once again my paperwork says WHITE!

Store manager said she and corporate would follow up. Never did!

I called corporate. They will take it back but not refund my money. Have to purchase something in the store. They have no other consoles to match my WHITE sofas.

Purchased February 2022

Purchased 2 recliners and the salesman offered the extended warranty to us. I asked what it covered and was told everything - he even went as far s to tell us that even if the cat scratched the fabric, it was covered. I was cleaning one of them yesterday and noticed the stitiching coming apart on the headrest - now, we have had these just over a year and my husband died back in August so his has not been used much! I called Fortegra and got told that seam seperation is not covered? Seriously? The stitching is coming apart on an rarely used item but that is not covered under this warranty? I gues I need to find somewhere else to buy my furniture because these were pretty pricy items to be falling apart this quickly!

Purchased this beautiful TEAK outdoor patio set. I was sold teak since we have no covered patio and teak is specifically made to resist mold and mildew. Upon arrival everything looked great. We put the protectant sealer on the teak...24 hours into having the patio furniture, the plastic wicker was starting to unravel. 2 weeks after having the furniture, its completely covered in mildew. It looks like pure crap at this point. Nothing is removing the mildew and Rooms To Go says they will not do anything about it. I even purchased the insurance and they wont cover mildew. I have had service come out to look at the furniture, he literally told me it looks like crap and was shocked.

Ordered and received the left side facing front leg but they failed to include a screw to attach it to the furniture. I called your customer service and the girl said that I would need to order that separately! I asked for the SKU number and price for the screw and asked her to send me the parts order form so I could order it like I did the leg, only to be told that she can't do that as she doesnt know that information, REALLY? I received the original parts order form and SKU by calling the same customer service number in early May/22 so I informed her of this and asked why she was unable to provide the information. Ended up hanging up as it was a pure exercise in frustration and you can guarantee that I will never be buying from this Company again.

Problem with the leather and the chair

Purchased this sofa after seeing it in the showroom. Sofa looked great even though three kids were jumping on it. We waited approx 6 weeks to receive this sofa. We’ve had it for approximately two weeks and the reclining back are uneven. The one on the right side slopes to the right. The one on the left side slopes to the left. It looks terrible. The back cushions are wrinkling. Looks like an old couch. Looks USED. It’s just me and hubby, each approx 150 pounds. No kids in-house. No pets. Cannot get anyone to come out for 6 weeks. Went to store and manager would not even come and talk to us. Got customer service phone number. Went home and called and spent hours on the phone dealing with this. Was told someone would come out on JUNE 29th. Asked for earlier date and lady was supposed to check and call back. She never did. Never received confirmation that someone is really coming to inspect couch. Completely unacceptable. The floor model the kids were jumping on looks 100 % better than this one. I bought the warranty and everything. And this is the response? And I have to wait 6 weeks for someone to maybe come out to see what I see. This cannot be fixed! Look at photos below. I want an exchange. Now. Or a refund. immediately. This is my first, and last time ever doing business with rooms to go. poor customer service, extensive wait times, rude people on the phone., lack of caring, Lack of responsiveness, poor satisfaction and a DEFECTIVE product! NEVER AGAIN!

I purchased a very expensive leather recliner set and delivery was delayed yet was told it was available since it was a new set to the store. Original purchase was Presidents’ Day sale in February. It took 2-3 weeks or so for delivery. When delivered it didn’t fit so I went to store which took 2 1/2 hours to make change and was charged additional $200+ More since supposedly the two pieces being returned cost less than the one piece I exchanged for. I waited few weeks to have the piece delivered and the delivery was mixed up and was left with wrong piece which was not usable, it was a wedge and they took piece of furniture I was suppose to have. I spoke with sales person and she referred me to manager who took few days to contact me after my leaving messages. Delivery was arranged to bring back the piece but the second piece I was suppose to get was now out of stock and have to now wait till September. I paid way too much money to not have complete furniture set and charged additional money. When I mentioned I was frustrated and wanted refund it was refused as reportedly nor refund after 48 hours. I was not told this by my sales person. My furniture is incomplete and still laying fir the entire set. I wanted a refund furniture is incomplete and looks horrible in my living room. Also was never told that I was going to pay warranty costs for each piece separately costing several hundred dollars. I want refund back. The service has been horrible and experience has been frustrating as well as disappointing . I will not buy from rooms to go again nor recommend it to anyone.

we are having issue with leather furniture,the areas upholstered with bonded leather material. after a fairly short period of time the seat cushions sides and bottom began to split and patches of the bonded upholstery began to peel off. eventually the back seat cushions and upholstered sides also began to split and peel off. the furniture was purchased at Rooms to Go 27630 Hwy 19 N Clearwater,Florida 33761 unfortunately I am unable to find the receipt of the the purchase made approx February 2015

Rooms To Go - Order Number: 27861883I

I ordered this sofa on Feb 21st. 3 months ago. I got pulled out for work yesterday during the delivery time. I called first thing this morning and apparently the sofa I paid for was sold to someone else? How is that possible? How can anyone think this is an appropriate business practice? And now i have to wait an additional month and a half? Reporting this to the BBB.

Ordered a sofa online, waited 2 months for delivery. Upon arrival I called immediately to set up a return as it was not as expected. Website states to call within 48 hours for a return. Waited on hold until option for a call back was given. No call back. I Called again at 10 am the very next morning and was told it couldn’t be returned cause it wasn’t an online order. But it was, I went to a local showroom and was approached by an associate who said I could simply go online and place my order when I make my decision. She gave me a card, wrote them item numbers and was very kind about it. The sofa we saw in the show room is not what I ordered. I was able to customize the layout online. So how does that not qualify as an online order? Because the order number doesn’t have an (I) in it, I’m told! Also, getting a manager to speak to has been impossible. The receptionist takes my questions puts me on hold and ask someone, this goes on and on. They hide behind the customer service and eventually I was hung up on/ I called back and was put on hold until it disconnected me. I would like to return my sofa for a refund or store credit if necessary. That’s what the policy states I’m able to do.