Rooms To Go
Reviews and Complaints

Purchased a leather sofa, three months later noted a defect in the leather. called rtg, would not replace the chair and ottoman but would send out a repair person. the repair was completed. repair was done on ll/23/03. i called rtg, to get service on the repair that opened up and was told it was out of warranty. at the time of purchase i paid extra for a leather bond and was told this will give me 3 years warranty. they now refuse to repair the chair. i spent over l0, 000 at rtg and was given a complete customer satisfaction as there sales pitch and in a pamphlete they gove me.

First, the 'sale' that was ending in two hours magically reappears every month. The staff called my 3k+ balance due in person, which required me to leave work early to resolve, to find they completely ignored the 3 yr 0% financing paperwork. Half the order didn't arrive for two months later, and part of the original delivery wasn't what I ordered. I like the products, but the service is terrible. I still have a 'store credit' I can't seem to access and the employees are easily the most incompetent people I have ever met in business transaction.

We purchased a bedroom set for my daughter on May 15. The delivery was scheduled in two parts because one of the four items was on back order.

We wanted the furniture delivered asap so the first delivery was an "add on" - this meant we had to wait at home from 7a -10p for delivery.My husband stayed home from work and waited. The delivery arrived mid-afternoon, they began setting up before my husband realized that the bed was not the color we ordered. They attempted to set up the trundle bed, but they did not have the wheels/hardware with them. Then they tried to set up the nightstand for which they were one screw short - so they decided to try putting it together without the last screw, resulting in a broken leg and wobbly nightstand.

The company scheduled another delivery of the right bed for two days later -again because it was an "add on" we needed to be home from 7a-10p. When I called RTG about the nightstand, they said that replacing it would be an "exchange" which would require a separate "exchange" delivery -I explained that the delivery people assembled it wrong and broke it, but they would not agree to combine deliveries. I asked about the hardware for the trundle - they said it would arrive in the mail.

The next delivery date arrived, they replaced the bed (not without chipping the paint first). Then the next delivery date arrived for the chest of drawers that was backordered - that went smoothly. Since the hardware for the trundle had arrived in the mail, I asked them if they could assemble the trundle. They told me no - that I would need to request and technical/assembler call and they would assemble it. Really?!

The next day the same delivery folks arrived with the nightstand "exchange". They attempted to assemble the nightstand only this time there was NO hardware. I kept the hardware from the broken nightstand and they requested the additional screw to be sent in the mail - we would need to request an assembler to come out later! By now the delivery people took pity on me and agreed to assemble the trundle, but it turns out that the hardware that RTG sent in the mail had only 4 wheels - we needed 6 and all the screws were too long...so long they would poke through to the mattress! So we needed to order hardware again!

Over the course of the four deliveries there was never any acknowledgement of the time or inconvenience - no attempt made to quickly solve the problem. When I spoke with a customer service manager he indicated that the processes I have described are their protocols period. Why they couldn't combine deliveries or dispatch quickly someone who had the parts and the ability to assemble the furniture was infuriating.

I would never buy from RTG again - partly because of this experience, and and partly because based on the construction of the furniture (my husband ended up assembling the furniture himself - and it just doesn't seem that durable/worth the money we spent).

This sofa is only 6 months old. We have had problems from the begining. What a piece of cheap furniture? We bought a sofa in November 2009 from Rooms to Go. Within a week, a repairman was out fixing the thing. He put an additional leg on the sofa and refilled the cushions. We told him that it made noices when someone sat. He told us that It happens and It should stop in time.

Thanksgiving, Christmas, New Year's, illness, travel, then, we were able to call, again. We told them that it continues to squeak, the cushions are flat, the stuffing on the arm is so thin that the board is coming through and a leg came off.

The repairman just left. The leg was installed in another spot on the frame because the particle board had a hole from the screw and it was too big to reinstall it in the same location. He also told us that he couldn't fix the rest because it would take two to three hours that he did not have. He would have to take the entire back and arm off to see the problem. The repairman would contact Customer Service and explain the situation. We'll see what happens.

What a mess? We'll never buy from Rooms to Go, again.

Run, do not stop at rooms to go, frisco texas,... Manager is unavailable,... Working on delivery truck !

Yes, this store manager is a mechanic who is often 'busy' worki ng on delivery truck.

Customer service says most problems are a 'store' issue,... Call the store ! ! Rooms to go is definately problems to come. And run from salesman ' nick',... He will lie thru teeth, or phone lines.

This store is terrible, go to ashleys across the parking lot...

I have had my livingroom set now for little over a month and the cushions are already "flat". This is so unbelievable for furniture that is so expensive. I honestly wish I had kept my 7 yr. old couch I practically gave away because the cushions on it weren't nearly as worn in those 7 yrs. as these are in a month. It's just unreal! I agree to the question as to whether Cindy Crawford knows of all the complaints because I would like to get my money back and I still have to pay for this crap! If there is a way to blog on this will someone please start it because that may be our only way to get word to Cindy to get her name off this stuff. She's gotten her money already. I just wish I could take this junk and block their doors with it everyday when they have to go to work. Of course that would be harrassment on my part, but they can get away with collecting money for furniture my 6 and 8 yr. old grandaughters could have made. I have already made a promise to myself that I will never buy anything from Rooms to Go again and will spread word to as many people as possible to stay clear of their cheaply made furniture they don't guarantee. WHAT A RIPOFF!

Horrible experience from Rooms To Go in Montgomery Alabama. I purchased the top of the line leather den furniture at this store in Jan. 2010. Since the first day of delivery, I received broken end tables and a damaged recliner. RTG has been out to my home 8 times to continue to bring out more damaged furniture. Finally on the 8th time of delivery and two months later I was able to get RTG to come out and pick up their over priced and damaged goods. I would never ever step foot in another store such as this. Poor management on all levels. No customer appreciation what so ever.

I purchased a set of furniture for my daughter - a bed, drawers, bedside table and tv package. The salesman got all of the furniture entered in and totaled up and then told me that the bed was on backorder and it might take 'a little longer' to deliver. I said OK he rang up the total. I paid in full. Then he scheduled the delivery - more than a MONTH later. My daughter was very disappointed - the bed was her favorite part of the set. But it was already rung up so we scheduled it.
I must've put in the wrong time frame in my calendar because when Rooms To Go called to confirm they had evening and I had put morning into my calendar.
I called to change the delivery time. First she acted annoyed that I was changing it and then she tried to pressure me into changing my plans to take the delivery ! Rude. Then she informed me that she could 'stop' the delivery but I would have to call BACK after 48 HOURS to reschedule. I asked her why and she mumbled something about 'open inventory' policy and how they had already loaded the truck (this was 2 days before the delivery mind you..so i'm sure that's a bunch of crap) and how they would have to unload it and i couldn't reschedule until all that happened. She also added that because this is a popular bed it might be another TWO MONTHS before they will be able to deliver again.
I let her know that she already had my money for the bed and I couldn't even get the TV until after the bed was delivered and told her that I was very unhappy. She acted annoyed again and said she was sorry in a tone that was anything but. I'm stuck now. I can't take delivery Saturday so I'm screwed. Rooms to Go Kids has TERRIBLE customer service and RIDICULOUS delivery policies and I will NEVER buy furniture from them again.
I'm sure that if I told them they would have to wait 3 months for the money they wouldn't think that was reasonable. How can they think that me waiting 3 months for the furniture I've already paid for is reasonable?

I went in last Sunday and purchased over 3000 dollars of furniture at the brookshire tx location I wasn't told by salesman the criteria of the express delivery so today when I completed my order I was told by office manager I was not going to have my furniture delivered for another week I asked they make an exception because of not being told correct information and michelle said she couldn't help me I asked for her manager and then spoke to a cliff he asked me if I wanted my refund but they couldn't change the delivery date for me ...both cliff and michelle were very rude and did not apply to their customer satisfaction policy I spend money with rooms to go often and have never had this problem I will take care of this issue with the upper management with no doubt!

Rooms To Go at Baybrook Mall has replaced my living room set three times because of defective fabric. I explained in detail to them that because of the small size of my person, most couches are too deep and my feet do not touch the floor. When I finally found this set I was delighted with it's comfort, and it also fits well in the limited size of my room. I had shopped all stores in the Houston/Galveston area because of my requirements regarding this furniture. Rooms To Go only guarantees a refund if you request one within 48 hours. They say that I can exchange this room for another of equal value, however; they do not have one that meets my needs. The fabric begins to show "splotches" after a few weeks, not within the 48 Hour window. I have been dealing with this issue and exchange policy for over 6 months now and cannot resolve this problem even after speaking with the store representative yesterday. I do not want to keep furniture in my home that is an embarrassment to me in that the fabric looks as though there are stains on it, with new "stains" appearing every week. I paid their charges to have their faabric protection applied; however, these spots are not due to spills of any kind. It is simply defective fabric tht they should not be selling to unsuspecting consumers.

My husband and I bought a dinning room set at the Rooms to Go store in Cedar Park on 1/9/10 ($2, 554.67). We were very excited to have found a set that would fit our decor and the price we thought was reasonable at the time. On 1/11/10 my husband stayed home for our delivery. The men pulled up in the truck and dropped the top to our table, denting the corner. Then they brought in 2 broken chairs, and a Buffet with a hutch that had marks on them. Along with 4 other chairs we thought were OK. So 5 out of the 9 pieces were damaged. They told my husband that they would replace the chairs and table top in two weeks and send and repairman for the marks on the buffet and hutch. After closer inspection we found that the hutch had a drawer that would not close unless you lifted it up before sliding it in and on of the hutch doors did not close properly. I called customer service and a woman with extremely poor English fluency told me she would have them replace the hutch and buffet. In the afternoon on Saturday the 16th I told my husband that I would feel better if we looked and all the furniture again very carefully. So we did. We turned the four chairs that we had thought we OK and found that two of them we also broken. On had a stripped bolt that was stuck half way out and the other chair had a metal brace added to it already (clearly a repaired chair). I called customer service again. They were closed so I called the store. The salesman said he had nothing to do with customer service and all he could do was add notes to the file. I told him that was fine. He advised me that they would probably be closed on Monday as it was a holiday and advised me to call CS on Tuesday. On Tuesday at approximately 4pm I called them. (As I work during the day this was the first chance I had) The CS rep told me that she would send a repair person to assess the damage. I responded that this was unacceptable the furniture was bought new and delivered broken. We did not want repaired furniture. Approx. 10 minutes later she stated that they would replace the items and told me I should be happy with her resolution to the situation. Maybe I should but I can't stop thinking that we shouldn't have gotten seven out of nine pieces of furniture broken in the first place. I also don't feel that I should have had to practically beg to get the furniture replaced. We just bought a new house and have to buy allot more furniture. It will not be purchased at Rooms to Go!

I was just contacted by rooms to go service department and they cancelled my appointment! I have already waited 2 weeks for a service tech to come out and look at my sofa. The sofa is less than a year old and already it is breaking down. The corner of the cussions are collapsing and the first technician claims this problem is wear and tear. We have 2 older children who do not jump on the couches or abuse them in any way. If the couches I purchased cannot handle this kind of use, the quality and consturction is substandard. I only had the couches for 6 months when the problem appeared. I spoke with the customer service rep. And all she could do was appologize for the glitch. Well, maybe she should apologize to me and my employer for not following through on a appointment that was scheduled 2 weeks ago. Additionally, the nice lady (Ha!) stated that I should schedule my appointments on days that I don't work so I can be at home without disturbing my work schedule. I don't know about you, but I have a monday-friday job 7-5. You would think customer service would want to cater to the customer! I cannot say that I will not buy from rooms to go again. My future relationship with this company will be determined by customer services ability to fix the couch problem.

On Friday January 1, 2010 I went to the rooms to go outlet on Blanding Blvd. in Orange Park, FL. Finally finding the set I wanted. One sofa with two accent chairs. Each of these accent chairs had the matching pillows on them and there were two more pillows on the sofa. These pillows did not have prices on them and I was reassured by the manager, Chuck Smith that I would get the pillows with the deal we made. We were to take the furniture ourselves in our van that night. While my husband was paying, the sales representative Elisa Mound handed me a bag and came with me to collect the pillows. She then began to tell me that I was not supposed to take the pillows. I explained to her that was not true and that her own manager had already said I could. I took the 4 pillows out to my van. When I returned inside the sales lady told me she was holding my husband hostage because of me taking the pillows. In the presence of her own manager Chuck Smith I was asked how many pillows I took. I told them 4. Then the manager said to me that they wouldn't have normally come with the set, but since he told me they were included in our deal that he was going to pretend he didn't see it. My husband then drives the van to the pick up area. Then out comes Chuck Smith goes into my van and takes back 2 of the 4 pillows. Then accuses me of stealing them. Now he claims they were not included. Of course I was outraged and completely offended by such an accusation. Yet we even offered to pay for them right there and then. Chuck Smith just walked away with them anyway. So I then told them to take all the furniture back! In the last couple years I have spent over $8, 000.00 on Rooms to Go furniture. I certainly did not need to steal a pillow. It only took them a few seconds to take my money from my account when I paid for them with my debit card, but now I have to wait up to 21 days to get it back.

I bought a bedroom set on Sept/09. The salesperson said that the set will be delivery on Oct 28. They delivery the set without the bed. The employee explained us that the bed will be with us by Dec 2. Today is Dec 2 and again we don't have our bed. Now, the costumer service repeat that they are sorry, but the bed will be at home on Dec 23th. They are takin g the complete money and we don't have the complete bedroom set. They are not honest and they are not accomplish a contract. Don't buy in Rooms To Go!

I bought a new mattress at the beginning of September and took half a day off of work to wait around for that 4 hour "window of opportunity" for my delivery. Ten minutes until the deadline and still no sign of them. I called customer service and they contacted the drivers who said they would be about another hour! They were supposed to deliver by 6:00 and didn't show up until just before 8:00. No phone call to let me know they were running late or anything. I even requested notification of delivery time when I bought the mattress set.

So I took time off from work and they couldn't even give me the courtesy of a phone call letting me know that they would not be making it during that 4 hours! You can't tell me that the delivery guys did not know earlier in the day that they were running late.

I filed a complaint with the West Florida Better Business Bureau and sent certified letters to them, the headquarters, and the store I purchased from.

The delivery was on 9/10/09 and as of today, 12/2/09 I still have not recieved the "compensation" they said they would give. I simply wanted a credit to my account but they refuse to do that. Absolutely refuse. So they offered a gift certificate sort of credit thing on my account (and why couldn't they just credit my account?) which I still have not received. My rebuttal to this offer is that I did not want to experience the same thing I was complaining about again! Makes sense right? Why would I want to make another purchase that will have to be delivered?! Just credit my account for the inconvenience and I'd be happy. But apparently even their Customer Service doesn't value the customer and even in this economy they have no concern for customer satisfaction.

I will not recommend Rooms To Go to anyone in the future.

Since October 2008, I have replaced 3 sets of mattresses and working on replacing a 4th set.

My first purchase was a King size Sealy. This set I was able to use until around February 2009. The second set was a Simmons. I like it; however, it was also lumped and bumped on me after about a month. The next set I tried a Serta. This only lasted 3 weeks.

I asked to replace with a Simmons, becasue of all three, I liked the simmons the best, because of the individual springs. I am now (today November 27, 2009) have set up an appointmet for a tech to come out again to check the lumps and bumps. In additon, this particular set does not have a Simmons label on it. The only thing on this set that shows simmons is the plastic guards at the corners of the box springs.

I went to a Mattress store today just to look at the simmons mattresses, and the salesperson told me that simmons mattresses are all labled simmons, because simmons wants to make sure their name is noticeable. I relayed my problem to him and he said it is not a simmons even though he did not see the set.

I am so angry, we paid $1200.00 for a table then on top of that the $70.00 non negotiable delivery fee for the table to be delivered with screws missing and the glass top table wobbly from not being put together properly. I called and tried to get them to rectify the situation and come out the next day but it didnt fit on there schedule. I almost opted to return the table and chairs and then was informed of there 20% restocking fee even though theyre the ones at fault for the whole issue to begin with. Do not waste your money, they put you at the end of there list after they get there money!

Bought a living from RTG about a year ago, Sofa had to be serviced twice within months of delivery. After a year I have the same problem, a piece of wood from the frame of the sofa is loose. Called them but they said that warranty ran out back in March. It doesn't make sense that even before making any payments the warranty expired. This is like buying a car an the moment you leave the dealership you don't have warranty.

Is there's anything that can be done?

Thanks in Advance,

Daniel from Florida

We bought a living room set from Rooms to go 2 years ago and it was never right from day one. For the first 1 1/2 years we didn't use one of the recliners (positioned wrong to see TV) When we moved the set we saw some "dust" under the piece but didn't think much of it. We then started using this recliner and within a month the footrest just fell. We contacted rooms to go and they said it was out of warranty, so we had their guy come out and look at it. When we turned it over there was so much "dust" I had to vacuum it up before he could look at the piece. He said it would be very expensive to fix. Two days later my "bug guy" came out and said the dust was from POWDER POST BEETLES and that rooms to go has had a problem in their warehouse. Now my furniture has to be thrown out and the house has to be tented, as these bugs "sleep" for several years before coming out to breed. Rooms to go says they are not going to do anything. Has anyone else had a problem with this beetle?

Sectional disaster