Rooms To Go
Reviews and Complaints

We have never had an issue with Rooms to Go before.. we always pick up our items from the Brookshire location. This trip, we confirmed to pick up 1 item, a dresser at 10 am. We received a call the day before advising our item was now in stock if we wanted to pick it up tomorrow and set the pick up time fore 10 am. When we arrived ant 945, we waited with others for the doors to open. There were approximately 5 customers before us. Most of them did recieve their items quickly. We waited 30 minutes before I went back inside to check the status since many other customers that came after us were getting their items leaving while we were still waiting. After an hour wait, I spoke with a lady who appeared to be running the pick up department. She appologized, said she will have it oulled from the back, and would expedite the order. She did, however it still took another 45 minutes before someone brought it to our station. Once the forklift driver unloaded, she came and apologized again, and then apologized because the loaders did not load load it for us. She got a dolly, and brought it closer to the trailer, and my husband then completed the loading. This experience will definitely impact our decision and prevent us from any future business /referrals to Rooms to Go. It really is not good customer service to have confirmation of pick up times and have 1 hour and 48 minutes wait time... to receive 1 item. Sadly, there was 1 customer who was there before us and still there in their same dock when we left.

I purchased a couch and loveseat that was delivered in February. We rarely sit on it because we are very rarely home and the cushions on the couch (specifically the worst one is one that is NEVER sat on) and loveseat are pilling and look awful. We have a brand new custom built home and it is very embarrassing when people come to see it and see this mess. We have the insurance on it, but now after purchasing a second couch in April that is in our basement that is NEVER used except when our sons visit from out of town. This is unacceptable and I would like to have someone help me resolve this. We paid too much money for these for them to be this horrible looking so soon after purchasing them.

We ordered a loveseat and rug from Rooms to Go. While in the showroom, we asked the salesman if we could in fact switch out the pillows. We preferred the other color bc it matched better. We were told yes. All is said and done, once we receive our delivery I have to call back bc the pillows arent correct only to be told this wasnt an option. Manager was super helpful and gave us the paperwork to send in to parts dept to purchase 4 throw pillows of the other color. Roughly 2 weeks after purchasing we notice that the check we had sent in had already been cashed but every time I call to see what the status is no one sees our order, cant find our order. Honestly sounded like it was lost and no one cared really. I have been in contact with customer service over 10 times to get the order in, revive all our information and make sure what they have is correct. Finally, the lady I speak with tells me they see my order and it was just placed the day prior, around 6 weeks after after the check was cashed. Several attempts later they tell me my order is on the way, only to find out they shipped the wrong thing. We received 1 back pillow(wrong color anyhow) instead of 4 throw pillows. I honestly don't understand how an order this simple is causing so much trouble for the parts Department. Now, I am currently waiting, again, for a call from customer service to find out when my correct order will be shipped. I'm not trying to get free pillows, I just want the pillows in ordered and not the run around that I keep getting. We have purchased several items from Rooms to Go, but after this disaster I will be taking my business elsewhere.

The only company I have ever done business with worse than Rooms to Go is Dish network. The delivery process was horrible: my first delivery date was delayed, then the 2nd time they delivered, everything was damaged. They "couldn't" take the merchandise back so I had a roomful of damaged furniture in my house for another two weeks. The third delivery date (a full month and a half after I was supposed to get it) wasn't in a time frame I could be home. I talked to everyone I could about a time frame for a week and all I heard was "we can't do anything. It's scheduled only 2 days before delivery". Even though RtG had made COPIOUS errors and had me at home 1/2 a day on two other occasions, they still wouldn't work around my schedule to make the situation right... the situation that was a result of THEIR doing. They're only concerned with the moving company's schedule and customer service just read a script saying " I'm sorry" and "we're trying to help you". The supervisor was condescending and no one actually helped do anything. No one seemed to take notes on damaged merchandise and I even had to email pictures two days before delivery because no one documented it. The third-party delivery people (on the 2nd delivery date) were only concerned about dropping off and leaving as soon as possible and were awful. They literally left without a goodbye, without me signing anything, and without me knowing they were leaving. I will never waste my time shopping with them again.

I purchased a leather couch and love seat from Rooms to Go in 2014 and was told it was all leather. It has rarely been used the last four years but when we do sit on it, we can see it is peeling and cracking in the areas between the couch cushions. How could a real leather couch peel and crack like this? We feel swindled and duped. The rest of the couch is beautiful and we were told these couches would last for many years. Five years doesn't seem long for leather couches. What can be done?

My payment is scheduled for the 16th of each month . Why the hell was this lady calling me on the 16th asking for my payment. I cursed her out and told her it was harassment. I threaten her with a law suit if it happened again . Well she called a day after the payment was due . Now the worst part of this is she moved my payment to the 30th of each month . Well today is 8/31/2019 I'm in Orlando Florida under a hurricane possibly hitting . This manager called me this morning asking for the payment that was due yesterday. I said to her me and my family are trying to get prepared for this hurricane and she said ok what about your payment no kind of consideration for the hurricane. I was very angry and told her shame on you and hung up . I'm fed up with this lady and acceptance now rudeness from rooms to go . I will never do business with this company again. I will be calling corporate this is unacceptable and no one should be harassed about a payment that's a day late

They are great in the store while you are buying things but don't expect them to delivery your furniture on time nor give you a call before they get to your home. By the way, when you get the call or text letting you know they are outside, you better be ready to run and open the door because they will leave, even though they are supposed to wait for 15 min. Also, don't bother calling the driver because you will have no answer nor a call back. Disrespectful. If you are thinking of calling customer service, plan to sit on the phone for 30 min listening to pop music. Once they answer, if they promise to call you back after they find out what happened with your delivery, plan to sit another 30 min on a later time for you to call again because they wont. At they end, THEY will decide when they rescheduke to deliver YOUR furniture even though it's a service you PAID for. Yes, ridiculous!

I was told my delivery of bedroom furniture would arrive between 2 - 6 PM CT. Got a call around 1:50pm saying that the delivery was still on track. 5 minutes to 6pm no one was there. I started calling cause my wife was expecting the furniture there before she got home. I first called customer service and waited on hold for over 8 minutes before I just decided to call the store. I got a store representative and asked them what they were going to do to compensate me for my time since the delivery was late and according to them 6 deliveries to go before getting to me. They stated there was nothing anyone in the store could do but maybe customer service could help. I was transferred to customer service and reached a young man who I told my issue to and he stated since the delivery had not arrived there was nothing they could do to compensate me. By this time he told me there were 2 deliveries now ahead of mine. I asked for a supervisor and got Alana. Repeated my story to Alana and stated that I was getting pissed that I have had to wait at home beyond their "courtesy delivery time". She said that on the receipt I signed when I bought the furniture that they can delivery anytime between 7am and 10pm. So why give me a delivery span of time if I am supposed to be available for delivery from 7am to 10pm. If that was the case don't set the delivery time and I will make myself available at their convenience. She also stated that someone called me at 3:50 pm to say they were going to be late, which never happened. So Alana decided she would offer me $25 dollars or a $50 dollar in store credit. I asked her so my time is only worth $25 dollars, since I felt a bit insulted by the offer and who in their right mind would want the $50 in store credit since there is nothing in Rooms to Go for $50. (Don't bother to correct me on this if there is since I am sure it wouldn't be anything I wanted. ) After fussing with her for a bit I asked her to check the status of my delivery and I didn't accept the "generous" offer. She came back after 10 minutes and said the truck was still 2 deliveries away but they were in my zip code. Her tone was a bit condescending and I asked if there was another supervisor I could speak to. She said there was no other supervisor there and I told her to have one call me tomorrow. It is now 2:16pm next day and I have not gotten a call back from them. To end the story, the furniture showed up and hour and a half later and when I asked the delivery guy why he was late he said his fully loaded truck broke down and it took him 2 hours to load unload and load another truck. After that my heart melted because if they had told me in the beginning there was truck trouble I would never have gotten so angry. To see the guys struggle getting my furniture up the stairs to my bedroom was sad. I am not angry with the delivery guys but I sure am disappointed with Rooms to Go and the delivery company on their lack of communication while things were going wrong. Funny they sure knew my number when they needed address one of my requests associated with guys walking on my carpet without booties and if I had any issues with my furniture. Unfortunately I have another piece of furniture that won't be delivered until November from them since it wasn't in stock. Hopefully I won't have the same experience. If I didn't actually need that piece to finish our bedroom suit I would probably cancel the order. Rooms to Go, just know I will be blogging in some other forums like BBB about my experience. Worst delivery experience I have had to date and Customer Service was a waste of time. Should actually be called Customer Disservice.

I spent $3000. for furniture and I requested a delivery date which was open The date was open so I bought the furniture but the problem is that they made it for the following week. I told the sales lady 3 mothering$%#@ times that I needed it for this weekend. I called the store and got customer no-service listen to the call message it directed me to change it on line so I went to the web site, the web site had a message that it was able to do this. I called back customer to no-service again and have been on hold for 1 hr. on one phone and on the other I did the call back option. WHAT A F&%$# A JOKE! I did eventually get someone on the phone, What the hell kind of people does this company have working for them.. I thought you should treat the customer with some kind of respect. I thought I called the wrong number.. So let me get this straight, Rooms-To-Go-To-HELL is more then MOTHERING#$#@ happy to take your money but after that they don't give a [censored]! My advise to you if you want to buy furniture from this company you are better off buying some wood and making it yourself. If I ever treated my customers like this I would be on the side of the road begging for money.

We ended up getting a phone call from the delivery office in NC last night (Jamel R.) at about 9:45 p.m. He asked if we wouldn't mind having the delivery workers come this morning because he was still currently at an install and would be at least another hour! To my disbelief with the whole situation, I agreed because it is not appropriate to deliver anything that late to a customer.

When the two workers arrived this morning at 7:30 with the replacement beds he opened each box of items and we went over them together. I cannot believe that they were in worse condition than the set we already have! (Although you stated to me that the second delivered set is in better condition than the first set usually, which was a very puzzling statement to me) I have attached pictures of some of the damage on these pieces. He advised me to decline delivery because of the poor condition of the furniture and contact you all again.

It is so unfortunate that this whole situation has transpired like it has. I am requesting Rooms to Go to discount the original flawed purchase and I will not be accepting another faulty delivery from your company and going through all of this nonsense. I will take this to a higher level also as it has been all so unacceptable from the original purchase being defective, to Lisa in customer care telling me i couldn't speak to a manager and no one could do anything for me and then hanging the phone up in my face, to the non-communication about the re-delivery times and a completely wasted day (taking off work) and that when contact was finally made about the re-delivery it was at an unacceptable hour of the night, to now this morning the second set being defective!

This is an urgent matter and I expect resolution immediately. Rooms to Go should be embarrased at the quality of their furniture and at the quality of their customer care associates (Lisa).

I am looking forward to your and upper managements contact.

RoomsToGo delivered a sofa & ottoman that was dark turquoise instead of the light silvery blue shown on their website. Of course many customers declined it when seeing color so it had dirt marks & chips along bottom wood trim & was not wrapped in any plastic or protection. It was insulting. The delivery guys lied saying RTG would call within 24 hrs & send a Cleaning rep for stains. Neither happened! And RTG wants to charge me again for another delivery as if it's my fault the color doesn't match their website. They don't value repeat customers & there's nowhere to turn for any support or repercussions so no more RTG for us with future furnishings. And we constantly furnish several houses as we buy & remodel to rent fully furnished vacation homes. Their loss.

Yesterday was the date of my delivery (8/7) which was scheduled 8-12. However I did not receive it at 12. I was called and told that they would reschedule my delivery 12-4, at 4:01, I received a call that they were "still coming" I was the second delivery but they could not give me an estimated time. At 6:37, I received a call from a driver saying "Where are you?" Startled I ask, "Who is this" he announces hes with rooms to go at my house to deliver my furniture. I say, "I'm on the way." He hangs up in my face. The dispatch calls immediately after and announces that they are there to deliver my things. I say "I'm aware, you have to give me a few minutes." She says "How long" I tell her I am 4 miles away. When I get home there is not a truck in sight. I call the drivers and get no answer. Call dispatch and they put me on hold for 27 minutes before I get told that they will not be returning. When I ask to speak to the manager, he brushes me off by saying that someone else will call me. No one ever called. I call the store and ask to speak to the store manager. His name is Jay Hart. (Not sure if I am spelling it correctly) But he was the worst one. He told me to give him an hour and he would call me with a different outcome. He never called. I called him and he said the earliest he could get the delivery done is Saturday (8/10) but he did not know the time. I told him that if it were a table or couch that would be ok but this is a bed that I need to sleep on. I found that to be unacceptable. He said I had the option to cancel as I continued to ask questions, he raised his voice, I asked him on 3 separate occasions to lower his tone and to not speak to me in such a way. I even asked if there was someone who could speak to me better, he said no and did I want to call him back when I figured out what I wanted to do because he was very busy. This is unacceptable to have a corporation so big and have such poor customer service. Who can I talk to that can properly assist me?

I ordered a mattress from Rooms to Go to be delivered to my vacation home the day I was going to arrive to the St. Augustine area. We were having guests stay at our home so the mattress was much needed. They told me that the delivery time was going to be between 12 and 4 pm. Unfortunately, my flight was delayed and I wasn't able to get to the home until 1 pm. The delivery man called at 12 to confirm that he would be delivering at noon. I told him my situation and the man was extremely rude, telling me he was neither going to wait nor make other deliveries and come back. I was told to call customer service to reschedule, who was equally unhelpful. I told them my situation and after being unaccommodating, I requested to cancel my sale. They told me I would not be able to cancel my sale until it arrived back at the warehouse, 48 hours later! So I have no mattress and I'm 500 dollars poorer until it's convenient for them to cancel my order. This company does not care about customer service and sales and I would steer clear of this company. Never have I dealt with any company who were incredibly unaccommodating to a customer who has made large purchases at their store.

Sofa recliner, and love seat, purchased 11/11/17. Recliner, on right side, has had motor & switch burn out. Did not purchase warranty, however, it is really ODD that a piece of furniture that is only two years old, out of warehouse, has a dysfunctional motor and switch. I am ordering part, and having a technician, not associated with Rooms To Go replace, with funds out of my own pocket. Spoke with Manager, Sarah at store location of purchase, gave me strong arm, song and dance about not purchasing the warranty, and when I mentioned that the piece of furniture was only two years old, was told "well, sometimes that happens!" Needless to say, I will not be purchasing any more furniture from Rooms To Go, since workmaship is so lackluster and Rooms To Go failed miserably to "stand behind" their product they sold! V. Gonzales