Rooms To Go
Reviews and Complaints

I ordered a sofa from Rooms to Go in August 2020 and did not receive it until around Thanksgiving. That was my first mistake; ordering furniture during Covid. Immediately when I received it if you sat on the cushions and stood back up the material would be all wadded up. The cushion insert was not big enough or something for the covering. I tried adding more padding to one of the cushions but it did not help. After the holidays I contacted several upholstery shops thinking that I would have to have them either put a new insert in them or fix the material so it would fit and they recommended that I call Rooms to Go and have them come back out and look at it. I called in April (because I travel a good bit and was gone a good bit the first of the year) and it has taken almost three months to finally get someone out to look at it. The representative and his district manager both said that the insert was not the standard and that it could have been due to Covid and they used what they could get their hands on. They recommended that Rooms to Go send me two new cushions with the correct insert. The service representative called me two days later and said that they were not covered due to wear and tear. The cushions were like that from the very beginning and was not from wear and tear. I sat on the one in the showroom and examined them there and they were not like that. Totally different quality. I am very disappointed in the service in not recognizing that the cushions were defective even after the representative that came out and looked at it said they were. I know that two cushion inserts could not possibly cost the company that much money in order to satisfy a customer. I am very frustrated and feel like the cushions should be replaced with a quality product. The attached photo was taken in December.
Thank you for your help. I have spoken with two representatives and they both say it is from wear and tear. If I truly felt that was the case, I would be the first to admit it but the cushions were not good quality from day one.

I hope to hear from you soon. Lynn Roberson

Hello,

On 6/16/2021, I was unable to receive my order (15955113I )due to a missed delivery. During the week prior, I received daily emails and text messages informing me that order #15955113I would be delivered on 6/16/2021 between the hours of 11am-3pm. At approximately 7:31 am, on the date of delivery, 6/16/2021, I received a text message stating that my new delivery time frame had been changed to 8am-12pm. The deliverer arrived at my home at 9:00 am. I was unable to meet the delivery driver at my home during this time; my order was not delivered. I contacted the driver around 11:00am to arrange to meet him to pick up my order. The driver informed me that he had gotten off of work and that my order was sent to the Rooms to Go warehouse in Swuanee, Ga. I then proceeded to speak with a Rooms to Go Care Specialist that informed me that I could reschedule my delivery or pick up my order after 4:00pm on 6/17/2021. On 6/17/2021, I called to schedule the order pickup and was informed that my order had been given to another Rooms to Go customer, and that I would have to wait until 7/17/2021, to receive my order.

We ordered a full bedroom set, along with a mattress and bunnies board in March 2021 with delivery coming in June. The morning of delivery we were told our delivery window was 9:00a-1:00p. I hopped in the shower at 7:30 and when I came out my doorbell camera says I missed the driver an hour and 20 min before our scheduled time. I called customer care immediately and was told they see record that he was early outside our window and they would call the delivery dispatch and have him come back. I waited an hour and called back- they said they were waiting on the delivery manager and they would call me back. This was at 10:30; at 2:30 and still no delivery I messaged them online- still said I had to wait for Delivery manager. At 4:00 my husband finally called them and they said "oh- too bad, you missed your delivery, driver is done for the day- your items will be delivered to someone else and you'll have to go into backlog? What? Why? You messed up, not me and your completely inability to be able to pick up a phone and call a driver or even the warehouse is absolutely absurd. "That's just how it is". No, it isn't. Not at any respectable business. You have processes right account for when your driver screws up that doesn't Involve punishing your customer. So we asked if we could just go to the warehouse and pick it up ourselves. They said no. We asked why not if it's back at the warehouse undelivered. They wouldn't answer. So my $3, 000 worth of furniture is not going to be given to someone else because YOU messed up my delivery. Unacceptable. Not to mention the $149.99 delivery fee I was billed. I want my furniture that I e waited 3 months for and paid $3k for, to be delivered tomorrow. My son now has no bed or furniture in his room at all because we got rid of all this old stuff to make room for the new. I'm so irate and can promise I won't so business with this company again. Totally unprofessional.

my name is Ms Iseah Im writing this complaint because I paid for delivery and setup and all I got was my furniture thrown in my living room the two guys could not speak english but alittle and would not answer any of my question they was very scary for me and my daughter. So now im sitting here with a sofa set that I paid for delivery and setup. Were is the money I paid for setup room I will never paid nothing from you guys again yall dont care what tpye of people you send to a person house My package number is F4014ssK3S adress 6565 Hollister apt 725 I was sham so I going to post on every social media and letting everybody know about the scare I had. I would like to know whos going to refund me my money

My daughter (Kia Courtney) landed her first job out of college during COVID. She quickly found a bedroom set, mattress and sleeping sofa with the matching love seat. Over $6, 000 worth of furniture.
On March 20th, the day she moved in, she was given a delivery window of 10 - 2:00pm. She received a text message saying the truck was close but never received a phone call to connect. She called customer service number only to be put on an eternal hold. She finally got through to customer service, the truck had returned to its base and would not be back.
To be clear, she never received any calls, any missed calls or any voicemail messages. She only received the initial text message. So whatever system sent the text message, sent it to the correct phone number. The "calls" from the driver, dispatch and the store had to have been made to another phone number not belonging to my daughter.
She was told that she couldn't receive her delivery again until April 7th. she was told that her sleeper couch would not be available for delivery until May 27th. When we initially asked if we could cancel the order, we were told that we would be charged 20%. Not wanting to lose $1, 200, we waited patiently for May 27th. After her couch was given away, we don't understand why we couldn't have just cancelled the order.

Sincerely Joanne Courtney
[protected]@gmail.com

I've not even had my couches a week (I waited over a month for them to be delivered to me and paid over 2k including the cost of insurance/warranty for them.

I found them in the showroom and was smitten. The info on the couches said all REAL leather everywhere the body touches (the website confirms this), and vinyl on the sides and back. Same goes for the recline I bought along with the sectional. Well, low and behold….the top of the arm rest is NOT all leather. I believe only the back half of the arm rest is leather, the front half where you upper arm would rest is vinyl (or something). I found this out as there is some damage I found today, again not even a week into owning these couches. I don't even know where the damage came from.

What makes things worse- I was told (as I was deciding on purchasing the warranty) that the warranty was a lifetime warranty. Come to find out after my purchase, it's only 3 years. I was also very specifically told by the salesmen that it covered tears, the stitching coming undone (the stitching is a very important feature on this couch)…turns out none of that is true.

I was told what I was needed to be told to make a sale and now I have a brand new damaged couch that doesn't even have full leather on the arm rest that has constant wear and tear.

Even if the literature meant "sides" as in the whole side of the couch including the whole arm rest…the salesmen lied to me on nearly everything. I need this spot fixed :/

This company should not be in business this furniture is not even 1 year and 8 months withs the 6 moths they tricked me into by telling they had to do a parts Oder and that will be 90 days that was back in December 2020 I first got the Sofa del aug 2018 as well as dining chair leather peeling the sofa started losing its color and peeling in the back my daughter bed the headboard snapped on one side after 5000 trust me stay away from this place go to bobs this place has a very low quality furniture and they lie to you how are gonna tell me in Jan they ordered part then yesterday tell me on no she made a mistake but it's not under warranty anymore so she was doing you a favor so another 6 months me and my family are sitting here on this crap waiting and then you tell me that here are some pictures I complained numerous times I don't know how this company stays in business selling this crap also another thing if you decide to go to raymour flanigan and it's you are looking at sofas or sectional if it's made by h and m Richards it's from rooms to go so it's garbage I can't fit any more pictures in here but this is there quality a joke

I was told by Melissa to contact y'all office because of the problem I had with your company via Facebook. I was told another person who had a unhappy situation with your company about how I placed an order for a red accent chair. When the chair arrived it was not the red I was looking for. So, I reached out to your 800 number for assistance. The Representative told me to contact the store and speak with the salesman. The first time I was left on hold and he never came to the phone. I called back again, then when I spoke with David he just said " yes, you order the red chair. Yes, "red". I said it doesn't match the red I was wanting. He basically didn't care or try to offer any solution.

I said I would tell everyone I knew not to shop this company because they offer no return policy once it's delivered.

I added pictures so you can see the pillows I already had purchased and chair are two different reds. I STILL have this chair sitting in the box. I have no purpose for it.

We purchased an love seat recliner in 2018, the manufactory warranty has expired and the extended warranty denied our claim. The springs on the right hand side of the recliner love seat have popped/broken and the cushion leans to the right. Now we have a piece of furniture that is not usable, I would have thought it would have lasted longer than 2 1/2 years. Customer service at rooms to go offer to sell me one of the two springs available and I would have to find a repair place and hope they had the other spring. Really, I do not this is backing your product

The wiring on my recliner burnt out and a piece of the prong broke of in the electrical outlet. When the furniture was purchased, we bought the warranty on it also. Now years later, we file a claim for the wiring. The technician came out and after seeing the damage, she told me that they will order a replacement wire, as that was the only thing causing the recliner not to work because the wire was burnt out. The technician advised that she will put in an order to have a replacement wire sent out and I should receive it in a couple of weeks. Now, months later, still no replacement on the wires. So I decided to call to find out about the status of my order only to be told by the rep that based on the technician report, the wire was not covered under the warranty. I was in shocked because the technician clearly stated that another wire would be ordered. If you are considering purchasing from rooms to go just beware of their warranties, because you may think that you are covered but you may not be covered when their is something faulty or if you have issues with your furniture. I will not be purchasing from rooms to go ever again!

Good Afternoon:
I purchased a leather sofa and love seat 4 years ago at Rooms to go in Jensen Beach fl. The color is peeling off on the corners, sides of pillows and now it can be seen more easily. I have read about the problem. I have taken very good care of it and used the correct cleaners that were given to me at the time of purchased. This furniture has barely been used. We have a complete patio and porch that we sit at most of the time. There is only 2 of us in the household since we purchased it. I am very disappointed. I have purchased many pieces from rooms to go. I am a Realtor and have told my customers to use your store as I have had good service. This furniture is defective as I now have read many problems with it. I don't believe it can be fixed accept giving me new leather covers. Then the ends of the furniture are also flaking away.
What can be done to help me? Do you want me to send photos?

Thank you
Colleen Sample
[protected]

I am a snow bird in Florida. I purchased a recliner 12/17/19 with an extended warranty. The fabric is worn far above normal expectations. When I filed a warranty request they said is normal wear and tear. How can this be if I only used it 8 months at the most. I hope Rooms to Go resolves this matter and has a satisfied customer. Unlike how I feel right now.

Attention Rooms to go Customer Service.

Your service has been flagged as horrible, re: order # [protected] for $2471.64 for two pieces. An SLA breach has occurred repeatedly. Delivery / Service / Reschedule day of? That's Horrific in retail if you want to continue with Tremendous Competition and online choices!

We waited until you could get the pieces, shortly after delivery noticed the flapping Day bed Storage bin. Super Poorly made. Stripped and not sturdy. Shameful.

Getting Service was horrible as you are as understaffed as your stores have no inventory.

I expect you to go out of business.

I'm just documenting this as I go up the chain of executive command as my team is researching emails and contacts and we will hop on social media shortly as we are disgusted with Waiting for a Tech today, No call yesterday.
And some lady calls to tell me, after I rushed home from a surgical doctors appointment to meet the technician at the agreed upon Window from 10 AM to 2PM?
I get a call after 10 AM.

No one can take a call to assist and correct from your customer service group.

Your call back service is backed up or a Failure.

Please advise as I am pushing this information out now as we speak.

I expect a telephone call and a technician here if the Bin doesn't need to be replaced all together.
561.289.6333

Shameful for a Furniture retail store that used to care about their quality or reputation.

The Salesman, Brian Sargo was stelar good at assisting us and very nice but of course he is unreachable.

I can go to the store after I get some traction with my publications until I reach the correct person.

Thank you.

Very Sincerely,

Mike

Michael A. Kessler
561.289.6333
[protected]@comcast.net

I had a sleeper sofa delivered and December of 2019 and as a result of the pandemic I called rooms to go with concerns that the mattress cover for my queen size sofa bed was actually a twin size mattress they gave me they told me because it had been over a year there was nothing they could do about it even though it was still in the package even though they delivered the wrong size they said there was nothing they can do shortly after that we used our queen size sofa bed which fell apart within 2 days I have been on the phone for 5 hours trying to reach rooms to go to get this resolved I have an authorization number since I purchased the insurance on it and still cannot get through either by virtual them calling me back or me calling them back so very disappointed ☹️

Your are the worst company I ever know
I have one month waiting for my kids bed to be delivery, your store keeps sending the bed incomplete this is frustrating I am still waiting for you to do your job right I am still missing pieces 😡 this is the fourth time that the delivery truck came to my house this is awful, I never going to buy anything at your store again and none of my friends will for sure.
I gave you a bad review for this, I am tire of you all.

Too long to explain. I would like a return call to talk about my poor and flat out avoidance to fix my problem. 7 weeks later still waiting for a corrected bill and total. To this day I do not have a invoiced bill. The store manager Brian Franklin has not helped our problem he makes it worse by not returning calls and then he told me he would resolve it by Friday and call me to correct it. 6 days later no call again. My first 4 calls to him went unreturned the 4th call I said in the message I will be calling corporate if I didn't get a call back today(surprise he did call then but did not follow through once again. NO call back !
Thank you,
John Conlan
[protected]