Rooms To Go
Reviews and Complaints

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

To whom it may concern, I bought a new furniture (chase, ottoman and sofa), in which we received on JUly 2nd, buy the 15th it was already broken, for sure the leather might had been toasted or something we got two spring outs from it. so I contact my extended insurance they said rooms to go should covered, rooms to go came home and for sure it was a complete misunderstanding I told them everything and now they are saying that it will not be covered under their manufacture warranty, because i mention to the person that went home that the dog eat the foam after it was open. he is a small... I even mention that you cant even see a dog bite on it he is not like that. This has been twisted to not have my chase replaced. I called the insurance back the lady approve it Marllory and I called back to rooms to go to provide the auth number. So everything was good! two weeks later today! they just went buy to take more picture pictures that they already had!... Waisting my time... then im in the middle I have a new chase that haven't even made the first payment! and Insurance is saying it shoud be covere by rooms to go and rooms to go is saying that I will nopt be covere and the im in the middle ! without using a couch been expose to even get hurt because of the rest of the springs! in which I have a 3 year old girl that could even get hurt!. I need for a MAnager or director to give me a call at [protected]

We purchased a dinning room set & 4 extra chairs, A Leather Sofa & Love Seat, Large Leather Ottoman, 2 glass/chrome & wood end tables, a King Size Bedroom suite with split king adjustable mattresses back in November 2018. We have had nothing but problems with everything from the quality of the furniture - the deliveryman being almost 2 house late & I had to be here in our new home that we haven't moved into yet... then the carelessness of the delivery, with the men actually damaging 2 of our extra leather dinner room chairs by cutting them with a box cutter & scratching the back of the Leather Love Seat... not placing the furniture where I asked it to be placed... I being a woman with a husband that travels for work... needed the furniture placed so I wouldn't have to move it by myself... There were 3-4 deliveryman that could have placed it where needed to g without any trouble to them... I can't begin to tell you how upset I was when I started to wipe down the furniture & clean the floors months after moving in, to find the damage to our new furniture... We were just getting ready to purchase 2 more bedroom suites & another dinning table & chairs for our breakfast area... We was going to order more of the same dinning chairs to match throughout our open floor plan. Well I report the damaged dinning chairs & scratched sofa & waited weeks for an appointment for someone to come out & look at the damaged furniture... Then I finally get a call & they tell me they don't carry the Dinning Room Suit & Chais anymore & we could come in & pick out a nother set or get credit for the 2 chars that was damaged... I was mortified because I had decorated my entire open floor plan concept to match the Dining Suite that we purchased! It was the 1st thing we picked out because of the modern style & our new house being a contemporary floorplan... Why in the world would I want to pick out a totally different set? We finally received delivery of our new Loveseat replacement & the leather is all wrinkled up & is not tight like our Sofa... I wanted to refuse the delivery of this wrinkled up Love Seat & told the deliveryman man as soon as I answered the door that I wanted to see it first & when I told him I didn't want it he told me I had to take delivery & Rooms to go would make it right... Well I called customer service & sent pi tires & she told me that they would not send me another one because being wrinkled wasn't under the factory warranty... I am furious & broken hearted for being treated the way I have been treated & the dishonesty & injustice that I have been through...
In the meantime the King split adjustable Mattresses are bowed out & deformed after just 8 months of using them & I have to now wait on a decision concerning what they intend to do about that. I haven't ever in my life received such aweful customer service & treated with such disrespect...
There excuse about the sorry deliverymen & sorry delivery services "Oh we apologize for that but we sublet out the delivery & can't do anything about it except to apologize... What? Excuse Me?
We have spent thousands of dollars with Room to go but I promise you one thing, we will not ever again & I will tell everyone on social media & anyone else I can tell about the sorry customer service & the unsatisfactory quality & service we have received.
I hope they try to change my mind, but somehow f
doubt they care enough about thier customers to try...

We ordered furniture for a home we were going to purchase a new home, but cannot unexpectedly so we do not need the furniture; we could not be more heartbroken. We selected some furniture for delivery almost 2 months out and nothing was ever delivered, just paperwork completed. Head store manager would not cancel our order, even though nothing had yet been done and wanted to keep 20% of our order as 'payment'. We cancelled our Rooms To Go store charge card account to insure we are not billed further and the address on the order is the address of where we cannot move! Furthermore, store manager decided on his own, which could be different for every customer, to not refund our Visa charge for the initial 'deposit' and told us we would get a 'store credit' for the 10% we put down, contradicts his own 'policy' and apparently, it is left up to the individual store manager at each store for how to handle. So not only did he not cancel the order, but he also violated his supposed company policy, but also kept our money which Rooms To Go should not do, putting his employer at risk for stealing money. Be very careful. No other furniture retailer did this to us, in fact, the other 2 understood and provided a full cancellation of order and refund of any deposits we had made immediately; feeling very bad for us, realizing that when it is time for us to move that we will be back. This Rooms To Go had no empathy and the manager of this store should be fired as he uses a different process for everyone, very discriminatory and they should have a section on their ordering that permits additional notes for exceptions which could unexpectly occur. Even though they have beautiful things, a great accessories club, we are warning everyone to make certain that you really want to order furniture or buy the item at Rooms To Go before you select anything at all. There are no posters anywhere stating 'no refunds' or the policy and the store manager does not sign the paperwork along with the buyer purposely. Would rather not reveal the location due to fear of retaliation by this arrogant store manager.

I am complaining about # 13923450,13923449,13929304

Hi,

I am disappointed because the products came with damaged condition. the delivery service was very delay, and we saw one recliner in the store and we were very impressed with the color and when we go it, it was completely different color even the sales guy agreed upon it. Below are the Damaged Information:

1. King bedroom sets Came with damaged
2. Dining 2 chairs Came with Broken Leg
3. Scratch on Recliner Center Table
4. Recliner color is completely different than what we saw in the store and what got delivered to us. The Sales Guy also shocked to see the color difference and will be talking to his manager on this.
5. delivery guy came very late and broke one of our Landscape light during Installation.
6. The worst part was when I called to Rooms to Go, One of your customer care executive is very rude, not ready to listen to any one of them, he was very very arrogant. we are buying so many furniture and spending a big amount and Rooms to Go is not responsible for anything, Just selling the stuff. They don't even care that furniture are delivered on time and with good condition. I want someone from Rooms to go should look into it and take proper action on their delivery quality and customer satisfaction.

Called on a Saturday morning, approximately 10am to check the status of my deliver and stayed on hold for 18 minutes. This is simply ridiculous and unacceptable. When I finally got someone on the phone she said she would reach Dispatch to find out when they would get to me. I was then placed on hold an additional 8 minutes. She told me they would be in my area around 4 pm but could not guarantee they would be at my house that time. I spoke to a "manager" who was also no help as she told me my window of delivery was between 4pm am and 8pm. I told her I was originally told the window was between 8 am and 2pm. She said that's not even one of the windows for delivery. Needless to say my entire Saturday is shot. I will NEVER shop R2G again. The so-called CS is poor and no one is on the same page. They lie and say they are with customers to keep you on the line. They waste your time waiting for them because they never show up on time. If you don't like your jobs people, please find something else to do. R2G, please understand that people return to buy merchandise if they have a good experience with people...unless you fix this major issue, you will be one of the retail giants who will be belly up really soon.

Order #23839958i

YOUR CUSTOMER SERVICE IS AWFUL! Your product is not even close to the color your website represents. I filed a complaint with your customer service department and I am not happy with the reponse. We bought your "Cortinella Creme" bedroom set and as you can see from the attached picture this is not a Creme color and then compare it to the picture shown on your website. Not even close. I have never dealt with a company that takes such little interest in customer service and satisfaction. This furniture was chosen for our second home in Key West and decorated accordingly for a waterfront beach home and this color does not match.

I was looking for a desk for my home & a round table/chairs for my dining area. I found what i thought were nice products so i went to the store & saw the dining set, but not the desk. I ordered both. As i was leaving the store, i also found a rug that i purchased.
When the desk & dining set were delivered on sat, 7/20/19, i found the desk would not work as it was way too shallow in depth. I called the store the same day & spoke with someone in cust serv who told me it would not be a problem. I am expecting delivery of the rug on 8/10/19, and was told the desk would be picked up that day of delivery. I couldn't reach my sales person, but he called me the following day & i told him what i needed. He then told me that i could not return the desk & would be issued store credit, which i do not want. We have been back & forth mon & today with him speaking with managers, etc., only to be told it cannot be returned.

Your online policy specifically states that if not satisfied the item can be returned, less delivery charge. Even though i didn't order online - as i wanted to see it & the dining set as well, there should be no difference - as i did not see what i was purchasing.

I am extremely disappointed with this situation and would like immediate assistance. I don't need anything else for my home & certainly cannot afford to loose this money. I am 77 yrs old, on social security & still working to pay bills.

Your assistance is greatly appreciated. You can reach me by phone or email. Patricia mayers, [protected], [protected]@gmail.Com

This furniture was bought 5 or 6 years ago. It was sold to me as leather. The sofa, love seat, TV stand, end tables and coffee table were about 3000.00, maybe more. I also bought the warranty. This was supposed to cover any damage to the furniture. The sofa and loveseat is peeling and cracking. When I complained to the store in Mcdonough Ga, they said that was normal wear and tear and my warranty had expired anyway. The warranty was for 3 years. Since I don't believe leather will peel or crack like this, I think I am entitled to a credit or my money back. I haven't had this furniture so long as to have it be in this condition. As you can see, there are no tears anywhere. It just cracked miserably and peeled making this an unsightly piece of furniture.

I was to have a delivery of 6 chairs on July 18, 2019 delivery time 4-8pm around 7pm a very very rude woman called to tell me as always they running behind and will be at my home between 7-10 pm I said that I am not excepting those times for I need to leave for the airport to pick up family at 9:30 she hung up on me and guess what not a sole or truck showed up at all.. So the next morning at 9 am a Rooms to Go Truck came in and delivered my neighbors book case I asked if my chairs where with then they said no I told them what happen. So I have been on the phone since 8am this morning first lady tells me they where at your house at 7pm but no one was home I said excuse me I was in my front yard and cell phone in my pocket watering new grass until 9:30 when I left but left with my neighbor in charge in case they show up.. so then I asked her to put her supervisor on the phone he Justin changes up the story and says I cancelled the order and it was sent back to Katy Warehouse and it will take a 48 hours turn around and then they will reschedule my chairs I have asked them to have a long talk with the inconsiderate rude woman but after reading all the delivery complaints it looks like they do not care so the moral to this complaint is I have to wait on their terms as to when I will get my chairs and my suggestion to the consumer go some where else for these people do not give a flying hoot about you once they get your money! my number is [protected] order number 8696830 Donna Gott

I got my sectional couch delivered to my house and when one of the movers tilted it up on its side it dented two spots on my ceiling over hang, ridiculous that I sent pics and called right away only to find out 4 weeks after badgering the so called claims department because they wouldn't answer me that they denied my claim.. No apology no nothing, just stuck me with my damaged roof.

We ordered furniture from the Ft Myers RTG to be delivered to our second home in Jasper, GA. We chose the delivery date to be July 1. My daughter took off from work to be home for the delivery, and we arranged for 2 burly guys to come and move the furniture out that we were replacing (they came the day before delivery date) We were to be up there on vacation starting July 3rd. The morning of the delivery date, we received a text from RTG saying our delivery date was July 8th. This was NOT our delivery date! I called right away, and was told that the delivery date had been changed on June 12th, yet NO ONE bothered to let us know that the date had been changed UNTIL the date we were to receive it. My 90 year old mother in law was coming with us on vacation, and we all had nothing to sit on for a week. I was told I would be "compensated" for my inconvenience, but when I received my furniture and called the manager about what would be done, I got nothing. The salesperson called me back and asked about the furniture...I told him what had happened, and he said he would get the manager to call me back. It has now been over a week and still no phone call. I was going to be replacing the furniture in my home in Ft Myers and was planning on using RTG, but I will not be doing that. The lack of care or concern with my experience has left a very bitter taste in my mouth. RTG has forever lost my business. My order number was 24069614S.

I ordered an adjustable base after being told the base would work with my bed. They delivered the adjustable base and then said it would not work. I asked to then return the adjustable base since they lied and said it would work. They said they do not take returns for the adjustable base. The base has never been used and not even touch my anyone but Rooms to Go employees. So I am stuck with a $700 adjustable base that I cannot use and cannot return. TERRIBLE IN-STORE AND PHONE CUSTOMER SERVICE!

BUY BEWARE…..
During my purchase of the Renzo Dual Reclining Sofa and Loveseat, I received exceptional service provided by a Sales Representative named Jim. The problem began during delivery on June 21, 2019. I received by merchandise 30 minutes after the promised delivery timeframe of 4-8pm. The delivery guys unloaded the items and ask if we could verify the package items prior to assemble. After set-up we were asked to make sure everything was good. During this process I noticed the left armchair on the loveseat and the sofa were not securely attached/connected in place as the other pieces to the sofa and loveseat as though the track was bent during insertion not allowing it snapped into place, so of course I questioned this with the delivery guys. They responded with "I'm not sure", but we can write it up and request an exchange. I began to take pictures as proof of delivery for my records, and the delivery guy asked if I could forward the pics to him as well. The next day I made a call to Rooms to Go in Dunn, NC, and spoke to a Sales Representative in reference to the condition of the new merchandise I purchased. The Sales Representative informed me he would relay this message to the RIG (Customer Service Department) to contact me concerning this matter. I never received a return call for several days, so I contacted the Customer Service Department and explained the situation to the CSR, she informed me that she could send out repair in a confrontational manner. I responded with "no malm", I paid for new merchandise and that is what I expect to receive. She then said, "I could put in an order for a new left armchair for the dual loveseat and sofa for Saturday, July 2, 2019 between the hours of 4-8pm". After taking off work early to make myself available for delivery, the merchandise arrived approximately at 6:30pm. The delivery guy asked if I would verify the items ordered prior to set-up just as the previous delivery crew did during the first initial delivery attempt. I followed the delivery guy to the truck to view the items and noticed they were wrapped in a navy-blue dirty quilt and what appeared to be some thick clear tape, as though the items were picked up from a previous customers home due to an issue of some sort, then delivered to me. So, of course I declined delivery and questioned this with customer service. I was informed by customer service that some of Rooms to Go merchandise is removed from packaging to allow room on the truck for additional items to be delivered. I told the representative I do not want furniture placed in my home wrapped up in dirty quilts with no knowledge of where this furniture had been, nor do I know where the quilts have been. I paid full price for new package furniture and that is what I expect to receive, nothing less. The representative responded with "so you want new package furniture", I said yes. He informed me that the earliest delivery date will be July 13, 2019. I received my delivery today and once again DEFECTIVE MERCHANDISE! I drove to the Rooms to Go in Dunn, NC where I initially made the purchase to request a refund on this order that I have yet to enjoy in my home I was told they won't let you get a refund. This entire process has been frustrating and a complete disappointment! The first picture shown below of a missing piece is what was left in my home along with the other defective pieces by your delivery crew.

I called Rooms To Go on July 2nd and waited for 20 minutes on hold and then hung up. I called July 2nd for 25 minutes and then hung up because I had family in town. I called back in July 3rd ( my delivery date) and after 20 minutes spoke to someone and asked that the driver please call 30 minutes before arrival and I will make sure I'm home. I received a call from Rooms to go while I was enroute to take my mom to the doctor and was told the driver was knocking on the door and no one was answering. I then called The 20 minute wait line again and was told not to call back until Friday eveningJuly 5th and hopefully they can get me my furniture within 2 weeks...WHAT! I told Customer Care that I had asked that morning for a 30 minute window because my original window was 2-6 which was perfect. Her answer was sometimes we can't get ahold of our drivers. Wow, seriously.