Rooms To Go
Reviews and Complaints

I purchased a sofa, loveseat and 2 recliners on Monday, May 28 and May 29th. My husband, who is 79, fell later that week and was admitted to ER. Life changed as we may need assisted living arrangements now. Explained to

Customer service what happened and was told their "policy" is to only refund 80% of the purchase after 48 hours (2 days). It didn't matter we were only 3-4 days out and that delivery was well over 5 days out. Furniture was not even on the truck yet. Depending on the future, I may never need that 20% store credit. You are not told this "policy" at time of purchase. You eSign and initial on their tablet, so you don't see the fine print about this unless you stand there and read all 5 pages of fine print. This is a very poor practice for seniors who have a life event that was not planned.

We ordered a sofa sleeper on 5/6 which was delivered on 5/17. We paid $169.99 as a Delivery and Setup fee. When the sofa sleeper was delivered, it was not able to be set up because it was packaged without the sofa legs. It was left on the floor in our living room (and not in the proper place) and the mattress which was part of the sleeper was kept in a guest room. We were told by the delivery person that he put in a note in the account that the legs should be shipped so that another technician could be assigned finish the job, and that this would happen within a day or so. We made a phone call after a few days and was told that the legs would be shipped and once we receive the legs, that they would assign someone to finish the job. After a week, this still did not happen and we had to make a second phone call. Today marks 2 weeks of inconvenience without a usable sofa, in the wrong place and with the mattress as well in the wrong place. Since we paid for the Delivery/Setup, it should have been complete the day we received the sofa sleeper; instead it has been 2 weeks. If this had been resolved within a day or two with no additional inconvenience of having to follow up and wait, this would have been understandable.

We purchased a Lanzo off-white loveseat and sofa February, 2023. This is our third set, all of which had functional problems within the first two months of purchase. The first pieces were bent and the seats were tilted. We were told by the delivery man that they had been replacing the Lanzo pieces frequently because of manufacturing issues.

The units are assembled upon delivery so each side is a separate piece. On the second set, the right unit on the sofa was bent and on the loveseat the right unit was bent as well as leather scraped off on the console. Now the third set, the loveseat has mechanical issues that make a clunking sound while reclining and raising the right side and it is tilted to the outside. An elderly repairman (said he was tired) came out to look, sat in it, reclined it, returned it to regular position, got up and walked out. He said we would hear from Rooms to Go within three days. We called after five days and the representative (firm and somewhat rude) said the repairman reported there was nothing wrong with it. He did not look at the mechanisms underneath. Not to mention that we haven't even used the sofa so we aren't sure there isn't something wrong with it as well.

The representative at Customer Care said that we had thirty days to go into the store and choose something else or we are out of luck. The store doesn't have anything even close to these two beautiful white sofas so that isn't an option. There is a one year Limited Warranty for defective merchandise with three options, repair, replace or refund. They have replaced with more defective merchandise. They have not offered to repair and the person they sent to the house most likely isn't capable of repairing. And they refuse to refund.

I purchased a sofa recliner and dinning set. They came to deliver the the dinning set and the legs were both the same so they could not set it up. I was having company. for dinner that weekend. Well they could not get the new legs for another week. Everyone had to sit with their plates on their lap it was a little hard to cut up meat like that. After they came and set the table up I was cleaning the glass table and there was a scratch in the glass and a foot piece missing from one of the chairs. I called and asked them to come and get the set. The woman I spoke to the first time was very nice. She said she would get back to me. I did not hear from her for a week. I called again and received a different woman. This woman was very rude and told me it was to late to return the set as I only had 48 hours to call about a glass item. I told her I was not told that when I purchased the set She said there was signs in the store. I stated that I did not read any signs as I was there to shop. I was going to get another set that was not glass. Well they shiped me a foot piece that was missing and it ia the wrong piece. I was going to get a bedroom set next for when when my grand kids came over After that experience I will no longer shop at Rooms to go. signed Unhappy customer Lynn Brown

Chair stopped working. Guy came over to fix it said motor is shot. This was 3 weeks ago. Said motor would be sent to my house, no motor. I called last week spoke to a david and said supervisor would call me back, he did not. Called today may 18th was told by donna order was sent for motor may 17th. Are you kidding. This is the 2nd or 3rd awful chair I have had to get fixed or change to another. Stop selling crappy merchandise. Help us. We have a lounge chair that doesn't recline, we are older people.

After searching numerous furniture shops, my husband and I found this comfortable sectional in store. We waited several months for it to be delivered. Although I wasn’t happy with the color, almost looked like a dirty grey, we decided to work with it because we did not want be without a couch for another several months. It has been 2 years since we purchased the couch and it has been the most regretful purchase we have made. It only took about 5 months until we had to start alternating the cushions weekly as they all started to sink; this made very little difference. We have purchased pads and small pillows to put underneath the bottom cushions for minimal support. My husband and I purchased this deep set couch for comfort as we are both tall but instead we are having to lift ourselves up out of the holes that are now in every single cushion. The back cushion is no better as it has morphed into an odd shape and it is extremely uncomfortable to lean on. This couch has very little traffic as my husband and I both work full time. I wouldn’t recommend calling the store as they were little help with suggestions. You can’t reallly tell how poorly structured this couch is made by looking at it but once you sit down, good luck getting up.

Ordered dual power leather sofa and recliner after looking everywhere for a while.

We paid 3300.00 and also bought the useless 3 year warranty. It was delivered on April 5 2022. This happened on or about April 14, 2023.

Our dog peed on the arm of the chair and we patted it to remove all the urine. About a week later, the leather began to fade and weaken and now the leather is peeling and there are 2 small holes there.

We immediately moved the chair into the guest bedroom the day it happened to keep her from doing it again in the same spot.

Fortegra denied the claim and sent me a copy of the warranty! I sent pictures to show the chair is in perfect condition except for that arm. All I want is the chair repaired or a new chair. We absolutely love this set.

I purchased Cindy Crawford "leather" sofa and loveseat about 6 years ago. I noticed that the "leather" started peeling like a popcorn between the seats and on the back top, and definitely nobody is near or touching that part of either couches.

I purchased "leather" because I had purchased the Nattuzi leather 23 years prior to this set, but I wanted a new look, not because they were looking bad whatsoever. So I purchased the Cindy Crawford HOME Orange/ rust color set, but what I got it's not what I paid for.

I went 1 time and nobody seems to know or care if you not making a purchase.

When I purchased a living room set and kitchen table set in 2020, I was told if I purchased a warranty with my furniture and didn't make a claim, or didn't have to use my warranty, I would be refunded the warranty cost back after 3 years. I called 5.11.2023 knowing my 3 years would be up 5.29.2023 and was told by Iisha in customer service Florida center, that was not the case, and her nor her manager had EVER heard of them offering that deal. She then proceeded to tell me it is like car insurance and if you dont use it you pay for it anyway with no money back. Oddly, I was just transferred from online sales within rooms to go online sales to her in customer service. The internet ordering department, and he used the exact verbage for my purchasing a warranty from them I would get it back after or jist before the 3 years is up, and insisted he transfer me to their customer care service to get it taken care of for me.

I had called in to try and use the warranty and my claim was denied 9.15.21 per their records with guardian, however, rooms to go customer service care center told me if I was due any money back it would be through guardian not the rooms to go company. I shall file this with the let us know email @ [protected]@RoomsToGo.com.

The seats are very short which is alleviated somewhat if you use the recliner. Sitting is uncomfortable unless you use the recliner but comes in handy if you have visitors and you don't want them to stay very long. Also, and more importantly, the leather is very, very thin. The slightest scratch makes a white line. I think it is very important to note that Rooms to Go does not have reviews on its website. There is a reason for that. I have not been back to the Baton Rouge store since this purchase and I will not go back.

I filed a claim with Fortegra. My dog peed on the arm of the leather chair. I patted it and cleaned the excess the best I could and filed a claim. The leather is starting to peel and there are 2 small holes in the leather. I paid for the chair, paid for the warranty and can't use the chair because my claim is denied as it only covered STAINS!

I ordered both the sofa and chair on 2/14/2022.

It was delivered on April 5th 2022. A little over a year ago.

You can plainly see there is NO wear on the other arm and that by the do peeing on the arm, it did fade and then started peeling and has 2 small holes. I spent over 3300.00 for this furniture and 321.00 for the warranty.

I would like to be able to use this chair again and I would just like it repaired.

MARCH 20 2023 First contact Auth # [protected]

we are are into OUR 8TH WEEK OF NOT BEING ABLE TO USE THE RECLINER!. On Mar 20, 2023 we called said motor is not working. took 3weeks to send service out. But they don't carry any parts on trucks, 1 week to get service approve and order part. 2 more weeks because they had to order parts, Then another 2 weeks to reschedule service out-----Now May 3 service came out Rooms To Go sent wrong parts So still not fixed. Called Fortegra the third party vendor. they say they have to send email for RTG to reorder parts and send to us. NO WAY to expedite order process. then we will have to again ask service to come. So we are looking at another 3-5 weeks min! Ridiculous!

4/1/23 purchased dresser and nightstand. I had to wait 3 weeks for delivery to have the wrong dresser delivered and nightstand drawers don’t open properly. Customer service sent the correct dresser 4/29 only to be damaged. Now having to wait yet another week to correct the issue but at this rate it will probably be damaged again. 3 weeks my Saturdays have been ruined for their BS. Nobody inspects the furniture prior to delivery. I want some $ back this a joke.

I purchased a Rooms-to g - adjustable base that was defective. I paid $1375 for it. I called customer service and the product is still under warranty. Rooms to go sent a technician to fix it, but it could not be repaired. I called customer service again, and they agreed to replace it with another one. The only problem is, they no longer carry that product. So they asked me to choose another one that is equivalent to mine. When I went to the store they adjustable base that is equivalent is almost $300 more. They asked me to pay the difference. I refused and asked for a refund. They proceeded to say I could not get a refund when their warranty policy clearly states on their website. (If you provide notice within the warranty time period that (ii) would be refunded the purchase price in exchange for the return of the merchandise.

I spoke to a manager (a lady, short, with short blond bob cut, glasses) she stated that she could not help me. but call customer service) This was the start of a goose chase, so I opted to file a complaint and possible a legal complaint if it is not resolved. For this to be a brand new store in my community, they have terrible customer service and the choose to falsely state verbal claims.

I am not a person to write bad reviews, but in this case I will make an exception for Rooms to Go.  I have never had such bad customer service in all my life.  I ordered a king bedroom set from RTG in February 2023.  It was delivered on March 18, 2023.  First, the delivery guidelines says my delivery window was 11am - 3pm, well I get a call saying the delivery people are in front of my house and I have 15minutes to get there, well I work 6 minutes from my home, when I turn the corner they are leaving. I called customer service and they came back but the bed rails did not fit the bed.  So, they send out the correct rails on 3/21/23 but they didn't put the bed together and the adjustable bed that they sold me didn't fit or I don't know how to put it together, Long story short three times RTG delivery people arrived early not between the time they quoted and when I get to my home within the 15 minute window they are gone.  Called Customer Service and explained the situation and finally i was just come pick up your furniture.  I have had this bedroom since 3/18/2023 and have not been able to sleep in my master bedroom.  I left instructions for them to call me on work phone 30 minutes ahead of time, no call from anyone so I still have a bedroom set in my master bedroom that I can't use.  The customer service person was not concerned at all, all he said was we will give you a full refund.  My whole bedroom paint and floors was set around this bedroom set, so RTG if this is the way you treat your customer I will never order anything from RTG again.  This was an $8000+ bedroom set and your answer is to refund really.  RTG YOUR DELIVER PEOPLE AND CUSTOMER SERVICE PEOPLE SUCK!

April 18,2023 I was expecting delivery of sofa set at my parents condo, one of the delivery men said they couldn’t elevator too small, ok no problem how about stairs, he said that deliveries of such sofas could not be made from 3 F. of stairs and above? Since my parents live on a 4th floor. So, I offered extra $ for going one more floor and they said NO RTG WILL NOT ALLOWED. I am so disappointed. Took time off from work, 2wks my parents without a sofa set. Unreal, and every person from RTG I have spoken continues to say that store policy is delivering up to 3 floors? So I guess no one in my the fourth or above floors have privilege of owning a new furniture set from RTG. Unheard off. Read RTG POLICY and nowhere says such thing.