Rooms To Go
Reviews and Complaints

We purchased a sleeper sofa and have been trying to get ahold of service for months. The bed does not lay flat! No one ever responds whether on the phone, email, chat or otherwise. We also purchased the service contract which covers mechanical and manufacturer defects. I called their number ad it just goes to the rooms to go line which, again, never responds. It's fixed so you can't possibly talk to anyone EVER! I'm considering getting our attorney involved for principle sake but I'm so exasperated at this point the only thing I can think of is to recommend that you NEVER PURCHASE ANYTHING FROM ROOMS TO GO unless you have inspected it before receipt (which, of course, is impossible!)

They have to have the MOST HORRIFIC customer service in the UNIVERSE!

I have purchased an electric sofa recliner. The item is covered under warranty.
I have tried to call customer care center with no luck speaking to someone.
I have emailed share@roomstogo.com indicating the problem with the sofa. I have supplied the order # and photos of the damage. I got no response from the customer care center. I also emailed customerservice@roomstogo.com with the same details. Getting no help from anyone.
Item purchased at Rooms To Go in Ocala FL. Order # 23625371 Phone # 609-502-0624

Contact information
Philip Halscheid
3242 Orangedale Ter.
The Villages, FL 32163
Cell # [protected]
Cell # 609-502-0624
Email Address [protected]@cmcast.net

Do you know what passing the buck means. Well these entities are the best. Or should I say the worst. My next step is an attorney. First off I was not told a thing about a warranty purchase. They just stuck it in my 6100 dollar payment. Ok so since I paid for it I tried using it when both my manual recliner love seat broke and my manual recliner sofa broke within 6 months of purchase. What a damned joke. The only resolution I will except is a complete replacement of both the couch and the love seat with electric

Purchased leather furniture from rooms to go from Vero beach store knowing that the areas you don't touch are not leather 4 years ago, we are here only 3 months a year .
The leather part of the couch is in perfect condition but the areas that are not leather are peeling and falling off in flakes. We called rooms to go and got a phone number for the online complaint . I called it and was put on hold for hours no one answered. I tried three times with the same results. Rooms to go seems to be avoiding this issue.

Order# FL26527723I
Megan Young
Phone number:[protected]

Ordered a server hutch for delivery with a 10-3 delivery window.. I had an
ETA of right before 10am and kept watching the live status updates tracker.. I receive a text that my delivery is 21 minutes out.. I had already left from work because I only live 10 minutes from work. But, right when I get this 21 minute text I also get a call from the driver stating that he is already there.. so I let them know I am 10 minutes out and will let them know when I'm there.. I also then get a call from another number asking if I am home.. I again state that I am 10 minutes out and will be there soon because I did not expect them that early and the response both times is ‘Okay'!.. well I get there and try to call them to let them know I am home and even walk to the front gate to see if they are there..
nothing.. the numbers that I was called from all go to an automated service that puts me on hold for an hour to talk to anyone... never did I receive a call from the delivery driver stating they were leaving and when they would return(or if they would return).. I understand if they couldn't wait but they could have let me know they were leaving and when I might expect them back(or if I would expect them back) I wait for 3 hours because my delivery time frame is 10-3..
Stupid me thinking they might just move me down the list.. once I finally reach customer service they let me know I am no longer on the list and that the driver will contact me to let me know IF he can deliver to me.. this customer service has been the absolute worst experience I have ever experienced..

Today April 2, 2021 our couch and queen size bed and mattress was supposed to be delivered between the hours of 7am -11am. The driver never showed up. He said he was at my house but no one was home which was a lie. He actually went to the wrong house he went to Bay Meadows instead of BaySprings. My car was in the driveway never left. The customer service, dispatch team and the internet sales have been very rude and no help at all. The driver never even contacted my husband or I. We live on a military installation which majority of the houses all look alike. They asked me if I had a black door with a white screened door the door is a storm door. They asked if I had a black bucket and a Hi sign on my door which I do not. The driver never came back and dispatch said they don't have to make him. They tried getting ahold of his manager and they would call back and they never did. I am not without furniture and a bed. We waited around all day until 5:30pm and NOTHING! Absolutely horrible horrible service. Never again. I have canceled my
Order which the girl hung up on me twice. Her name was kierra. Rooms to go needs to do better with their customers. This is NOT ok especially when I'm spending over $3, 000.00 on furniture!

We purchased our living room set on 11/07/2030. The sectional, chair and a half, side tables, rug and ottoman were delivered on the correct day. The legs on the furniture are plastic. During the building process which takes place in your living room, the ottoman was broken. They said they would get us a new one out asap. A couple of months and a ton of phone calls later, we get a new ottoman. We knew the coffee table was back ordered. Today, I take my third day off to get this furniture and these guys are slapping this table together on the back of the truck. They bring it in, put it on the floor, snap a picture and leave. I sit down and examine the table and surprise, the bottom piece is ruined, they messed it up putting it together and the laminate is ruined. I've had enough. I want something done about this and not just a new coffee table. We paid 3280 for furniture that should be picked up off the side of the road for free and we've lost money staying home for two extra deliveries, now it will be three. I will be going to our local store in Greenville where we bought this mess and see the manager and I will be posting on the BBB site. I have never experienced this level of incompetence. These are delivery guys, they are obviously not trained to assemble furniture. And if I had wanted do it yourself furniture I would have ordered from IKEA. And, yes Rooms To Go I have contacted customer service and of course as usual I am awaiting a call back.

I ordered several pieces of furniture, most won't be delivered until May. One piece which was in stock I needed ASAP. a LIFT recliner. My husband is in the hospital with a staph infection, they had to remove his knee and replace it with a plastic spacer. He's should be coming home Mon. 3/29. Will be on an antibiotic drip for 6-8 week. Not sure when he'll get his knee put back in. Meanwhile he'll have this plastic thing and have to keep his leg straight. The chair was to be delivered 3/20/21. They delivered the wrong chair. Ord # [protected]. Next delivery date was 3/27/21 Ord # 26467742EX, it was so damaged they didn't even take it off the truck. I called my sales rep. who said that was another dept.. I spoke with Becky Nead at cust. svc. [protected] and Wed., 3/31 was the earliest she could give me. When I asked about the ware house putting a damaged piece of item on the truck in the first place her reply was, that wasn't her dept. I told both of them, they better make it there department. Someone needs to take some OWNERSHIP AND RESPONSIBILITY. Maybe I should have the hospital keep my husband in the hospital and bill Rooms to Go for the additional days because I do not have the equipment here he needs. He's at UF Health Leesburg Hospital [protected] if you'd like to make payment arrangements. After 2 screw up, I think you owe me some kind of compensation for the frustration you've put me through.
Siri Rossman
[protected]
[protected]@gmail.com

I bought this set. 2 two piece love seats and 1 three piece. one of the love seats was damaged upon opening the box. The driver said he would report it. I spoke with cstomer service and arranged for a replacement.

Well today the replacement arrived and it was more damaged than the original. What struck me as odd was when the delivery guys showed up today the recliner was already assembled wrapped in plastic and then blankets.
Unlike the first delivery the guys opened the boxes, unwrapped the seperate pieces and assembled them in the house. I instantly thought this looks to be refurbished. And sure enough after inspecting before they leave we discovered the defect.

Customer service tells me that the recliner is on back order and would'nt be delivered until May 29th. But I could feel free to use the broken one until the new one comes. Which lends credence to my point that there are no new ones so you sent me a refurbished one. I am really insulted by this considering how much money I spend with Rooms To Go.

I took off from work twice to be here for the deliveries. When I don't work, I don't get paid. Now I will have to take off for a third day for a delivery.

I have atched pphotos. Photo A shows the good recliner, and photo B shows the defective one.

3 failed deliveries due to damaged products. This is unacceptable & I WANT MY MONEY BACK! Come pick up this substandard rooms to go furniture.

We have travelled from Tennessee THREE TIMES to receive this furniture. Every time it is damaged. UNACCEPTABLE!

Claim no. [protected] was denied due to "not a vendor caused issue". The frame of my couch cracked and the leg to a chair cracked. When the technician came to my house he made it very clear that there was an issue with the quality of the furniture. I have bought overt $20, 000 in furniture from rooms to go and have always bought an extended warranty. This is the first claim i've ever made and your organization has made it unbelievably clear that you are in the business of getting warranty money and denying claims with no resource to the consumer. I will never purchase your extended warranty again and will make sure to file complaints everywhere possible so that other consumers do not make the same mistake of purchasing your extended warranty.

I had a technician come to my home on 3/11 where he determined that our mattress qualifies for a warranty replacement. He told me that customer service would contact me in 4 to 5 days to take care of the replacement...that has not happened as of day 11. I called customer service and chose option (2) to leave my phone number twice and never received a call back. I am now just waiting on hold and am at 26 minutes. Rooms To Go clearly does not care about their customers. Why spend money on advertising and nice stores if that will not help you keep customers.

Rick Hedges
25906 Sundrop Meadows Ln.
Katy, TX 77494
[protected]

It is impossible to sleep on the Cindy Crawford sleeper sofa because of the bar across it in the middle of your back. It is extremely uncomfortable. You cant sleep at all. How is this being resolved? There have been numerous complaints about this crossbar issue online. RTG is aware of this problem, please advise.

The delivery drivers came on time today, but apparently there was a new worker who did not have the strength to get the dresser up the stairs. They told me they would send another delivery team to come by to move the dresser upstairs and they will leave it in the living room. I talked to a customer service representative who just so happened to call right after the delivery for an survey. I told her the situation and she assured me the manager was aware and was sending another delivery team today. I asked her a time frame because I got a link with a time frame before. she told me she had no idea about any link and that they would call me. It's later in the day and there is no update or reassurance about when a team is coming back. It took 3 weeks to get the dresser, bed and ottoman delivered, so I am not waiting another 3 weeks for someone to move the dresser out of the living room. I need an update when the delivery team will come back. I can not just sit around all day. If I have to get someone else to move the dresser upstairs I am requesting a partial delivery charge refund.

Waited 7 weeks for sleeper sofa. On day of delivery I get a text @ 4 AM (yes 4 AM) that my window for delivery is 2 PM to 4 PM with a link to the delivery schedule site.

When I click that link it says the estimated delivery time is 8:05 AM to 8:35 AM with a "delivery window" of 2 PM to 4 PM. What that means I have no idea. So I stay home all day waiting for delivery.

At roughly 5:30 PM I call the store and am told that the driver is picking up a second truck around 6 PM and I'm customer #8 on that delivery route meaning my sofa won't be delivered until approximately 11 PM to midnight. Who delivers furniture (or anything other than food) at that time of night?

I live in a condominium complex and I advise the store representative that I can't have furniture delivery trucks on the property making noise at 11 PM at night. I get chastised by the store representative for not advising them at the time of purchase that I have condominium restrictions that prohibit midnight deliveries! No one at RTG told me that they deliver in the middle of the night at the time of purchase, yet they berate me for not telling them about the condo delivery restrictions!

I request the delivery be rescheduled, but they advise me that the furniture is on the truck and that I have 2 choices - accept the midnight delivery or cancel - no rescheduling permitted! So I have no choice but to cancel. During this call I get another one from the "dispatcher" at RTG who advises me that she has nothing to do with deliveries - she's the truck dispatcher! So the RTG delivery dispatcher tells me she has nothing to do with deliveries - some real talent they have working there. The dispatcher (who has nothing to do with deliveries) confirms the approximately 11 PM delivery.

I have not received confirmation of the cancellation (even though we like the sofa and anticipated a reasonable delivery) and the credit to my AMEX card. I have now been forced - since RTG won't reschedule the delivery of my paid for sofa - to file a formal complaint with AMEX to resolve the financial end of this lunacy because RTG's policy is accept midnight delivery or cancel - no rescheduling allowed.

I have spent over $10k in the last few months at RTG only to be treated like a nuisance to their little bizzarro world.

I want proof of my cancellation or the delivery rescheduled along with a formal explanation of the "accept midnight delivery or cancel - no rescheduling permitted" policy. I have read my receipt and cannot find this policy and would welcome anyone from RTG to point it out to me.

Rooms to go CEO,

Need a credit and spoke to your customer service people Kevin on Thursday, March 11th. Everything was delivered except the throw pillow, which were on back order for 3 separate times. I did not order a package, I ordered a couch, 2 chairs and a small side table. and it was ordered as such. I was told on Wed the 10th by Marcia that the pillows would not be coming due to the fabric. So I went ahead and ordered my own. Three days later the pillows arrived. I spoke to CSR Kevin and he immediately told me he would credit my account the $250.02 for the pillows and that I could return them to the store. Your sales associate Daniella, told be they are not refundable.
If your not going to give me the credit for this Purchase number just the pillows, you can come and get the couch, chairs and side table and I will return the entire order totaling $4, 920.24.
While I was very impressed with the follow-up after my delivery from your CSR's and that Kevin was able to give me an credit for the pillow that were not going to be delivered, I'm not happy with Daniella Depew response telling me that I'm not eligible for the credit.
Please let me know when you can have a truck here to pick up the entire order. I will be taking my business elsewhere.
I appreciate Kevin and his abilities to do what was right and just.
Thank you,
Tammy Renner
19924 Markward Crossing
Estero, FL 33928

Bought less than a year ago, I paid over $3000 for a set warranty and the matching rug was told in the store was best they had on the floor. I work 10 and 12 hours shifts as a registered nurse live alone hardly ever used have had service people(had an appt scheduled in February no call no show after i took the day off to wait on them so when i called in i was told no one was in my area and i had to wait another month for an appt. when my appt 3/11/2021 came around no call to set up a time so i called customer service yet again and was told they didn't have to call to give you a time) out 2x and they bring a 1980s sweater shaver to half way get naps off couch when I call customer service was told that's normal maintenance to shave your couch i personally have never had a couch I had to shave sectional doesn't stay together cushions don't hold shape and looks like a 20yr old couch. When I told the salesman and customer service about this was told that was the appeal of the sectional to be comfortable. beware rooms to go don't stand behind what they sell. I have bought 2 living room suites there and 2 bedroom sets in the past never had this much trouble or poor quality. I can promise it didn't look like this in the showroom and I won't buy anything else there.