Rooms To Go
reviews and complaints

On October 31, we ordered a sectional online after visiting one of the Rooms To Go stores. The in-store customer service was fantastic! I went home and read awful reviews about the quality and service, however, we still decided that maybe those are isolated complaints that every company has. Fast forward to delivery day, November 11, and thus we enter the circus that is Rooms To Go customer service. My delivery window was 8-12. I had made arrangements to leave work early (therefore, losing more money) as well as have someone at my house just in case. This third party delivery company literally showed up in an Enterprise rented truck at 7:20am. Not only was that long before my delivery window, but they damaged my walls and my door frame trying to shove the furniture into the house when they were told it would be easier to just move it in through the glass sliding doors that come off. The best part is I am currently battling with the third party delivery company who has a claim open which could take over a week to receive a response back. When I call Rooms To Go customer service about anything, they take zero accountability and were even clueless to the fact that a third party company delivered the furniture. The supervisor, Shayla, in corporate tried to tell me it was delivered by Rooms To Go until I pulled up my surveillance cameras. Also, they won’t refund my delivery fee I paid of $130 and she stated whatever compensation I get would be from the delivery company. They have zero regard of the time I wasted and the money I lost to make arrangements to leave work early to be home for the delivery which ended up being pointless because they arrived too early. The best part is I do have several cameras and they all recorded the delivery guys scratching my interior wall and my front door frame. Furthermore, I have a video of the delivery driver acknowledging that he sees the damage, yet offers no resolution at all. I’m not sure what route I need to take to show the public that Rooms To Go is irresponsible and takes zero accountability for anything. I think they forget that we’re paying good money for furniture and additional money on premium delivery, not to have your house damaged in the process. Customer service needs a complete overhaul. They’re rude and lack empathy. I expected more from Rooms To Go, but for the experience I’m having I could’ve placed a furniture order through Big Lots and came out better.

I would recommend not buying furniture from RTG and if you don't even bother with the Fortegra Service Contract. In my experience I purchased a sleeper sofa and a love seat. A year later both became damaged from normal use. I called RTG on Aug 25, they only came out to our house 6 weeks later to assess the state of the furniture. It took them 4 to 5 more weeks to give me an answer. Btw, I had to follow up several times to get an answer. They approved the fix of the sleeper but not the loveseat. Together they both cost us $2662. To fix the sleeper I have to now call RTG and coordinate with them to pick up the sleeper, take it for a week or 2 and then bring it back. Never again am I buying from RTG and never again will I take a service contract from Fortegra. It's a scam in my opinion.

I've never regretted a purchase so much in my life. I purchased this sectional thinking I was in for a treat. It looked so beautiful and elegant online. Once I received it, I was so excited because it looked just as beautiful in person as it did online. It felt so comfortable when I first sat on it. However, now, it looks and feels terrible. I received my furniture on Oct 26, 2022 and it hasn't even been a full month and my furniture looks like I've had it for 2 or 3 years. It's just me and my twin 4 month old babies. No one else is sitting on my sofas and the cushions have already flattened. I spent a lot of money on this expensive furniture for it to look like this already. I am extremely disappointed in my purchase. I've purchased a sectional from a discounted furniture store that lasted me 5 years. This sectional probably won't even make it a year. I've tried fluffing the seat cushions but it's still flattening. It sinks in when you sit on it. Worst purchase ever and I really wanted to love this sectional.

Kenneth Hanan [protected] Order Number 28150614I

Order delivered August 2022 with two damaged parts. Talked to customer service and they said parts would be replaced in October 2022. No parts came in October. Contacted customer service and was told it was canceled. Got the claim for damage reinstated and new delivery for 2 November was set up. No delivery 2 November. Contacted customer service and was told one piece was pulled off delivery by Quality Control so delivery not made. New delivery set up for 9 November. Again no delivery. Was told there was no stock available. Customer service told me they would check on availability and let me know when it would come. No call back. Again contacted customer care and was told there would be no stock until January 2023 but no delivery date was established. I am extremely disappointed in Rooms To Go. Fix my problem and get my replacement furniture delivered.

I purchase 2 bedroom sets for my kids room. The bedroom sets were not put together correctly causing the furniture to break without much activity. I purchase a warrranty on the furniture but when I used the warranty to replace the headboard that was broken they provided me with the wrong head board. A manager advised me that I could replace the bedroom set because they did not have the headboard in stock because the bedroom set was discontinued. I was told that I could get a replacement for the price that I paid for the bedroom set but they did not have anything for the price so I would end up payment the amount of a whole bedroom set. I spoke with customer service and they kept telling me I would get a call and then I was told my warranty expired while I was waiting for the call. The customer service was horrible and the warranty was not honored. I still have a $4000 balance on this furniture and the furniture is not what expected and warranty was not honored. The sales person pitched this warranty and the warranty was not good or honored.

Me and My Wife moved into our new house last year in December and we wanted to add some great furniture and we did buy a dining table and a couch from Rooms To Go. When we were making the purchase your sales rep assured us that the couch will remain firm for many years to come and he also said that if in any case that firmness is not present the extended warranty which we bought will take care of this issue. One other important thing I have to tell you is this , We have the couch delivered on Jan 18th and we went to out of country for about 5 months starting in march and in this 5 months no one used the couch it was sitting in the house. When we started using this couch from like August 25th in one month the firmness was all gone and I had severe back pain just from sitting on this couch and I have a very hard time getting back up once I sit on this couch. 

I went into the store to purchase a mattress. Salesperson talked me into the adjustable platform. I have a platform sled bed and the adjustable can not be used on it. The adjustable is wide and I will cut my head off on the ceiling fan if I use it. UUGH!

I was told, RTG would pick up my adjustable base when they delievered my new purchase AND IF i went higher on my purchase, I would have to pay the diffence, I was never told I would not get my money back and her lies the problem. I just want to go back to where I started, purchase a new mattress and be able to sleep in my bed.

Called the sales person on Sunday, to purchase the Bunkie board and set up the delievery time. I am now being told I have to accept a credit instead of a refund! No! I do not want a credit, I do not want to purchase anything else. I want a refund!

I purchased a couch and loveseat in 2017, as I realize this was awhe ago, I am shocked by the poor quality and the literal disintegrating of the leather, especially since one of the pieces has never been sat on.

I had specifically purchased a leather couch, rather than fabric, as I was intending on having the couch for a long time. I chose to purchase my new couches at Rooms to Go. The couches were described as not bonded leather but top grain, however after what is a short time for furniture, the leather has literally disintegrated. Clearly it is defective and certainly NOT top grain.

I live alone and this furniture has been essentially just show, with none or minimal use. I think I had sat on one of these couches maybe 5 times in the 5 years I have owned them. I have always taken care of my leather furniture, having my last set for over 30 years, and with virtually no wear after heavy use for those 30 years. My parents have also owned leather couches that they purchased in 1972 and still look great.

I am shocked the leather on these pieces literally is cracking and flaking in large and small sections off the back of both of the couches. As I said, this furniture has been unused and shows no wear from use. The “leather” literally falls off the back of the couch just by touching it. The furniture has been in a temperature-controlled home the entire time and away from any light. I am frankly sickened that I spent $2000 for 2 pieces that have not even used and they are literally disintegrating. I have to constantly vacuum since the couch is shedding clumps all over my floors. I would expect this from pleather or something from Big Lots, that cost a fraction of the price. This is so embarrassing and certainly I cant have anyone over.

I realize that this is not a top of the line furniture, but for a couch that received no use, was well cared for with the intention of lasting more than this short period of time is unacceptable. I bought a leather couch thinking it would last longer than a fabric couch, paying the extra cost. I would like to receive some compensation for this as this is unacceptable and clearly defective.

The Newport News, va office took $376 from my credit card and has not reported it to the finance company Genesis to reduce the amount owed on my acct. I bought furniture in June and it's Nov. Genesis has reported my acct to the credit bureaus with an incorrect amount and it's drastically affected my credit that I have worked hard to increase. I have been sent back and forth between companies with neither knowing how to resolve the issue or find my money or give it back to me. It just disappeared or someone got a nice bonus, Worst customer service, disrespectful staff, and unresolved issues that no one cares about after they make a sale.

On September 12, 2022 I placed an online order with rooms to go for the Barcelona Walnut 7 pc Queen Panel Bedroom set. Initially I was told my furniture would be delivered on October 25, 2022, however, the delivery date was updated by rooms to go and changed to September 20th, 2022. During the delivery movers broke my brand-new headboard, created cracks on my stairs and punched a large hole in my wall with the broken headboard. Standing aside while the men brought the furniture in, they weren't even going to tell me that they cracked my stairs and punched a large hole in my wall until I questioned why there was a hole in my wall? The mover that seemed to be in charge responded that the headboard had hit the wall. He then proceeded to show me the broken headboard. When I asked his name, the mover continued to bring the furniture into my bedroom as if he didn't hear me. Repeating myself again he said he could contact the corporate office and notify them of the damage. Once they had placed all of the furniture in my bedroom including the broken headboard I noticed he never used his phone. It was at this time I contact rooms to go and informed them of the damage. The mover had never contacted the corporate office. I spoke with Liz on that call who assured me the damage would be repaired by rooms to go. Liz encouraged me to allow rooms to go to swap out the broken headboard with a new headboard, which they did but the cracks in my and the hole in my wall remains. I have emailed the pictures of the damages and the mover acknowledged the damages to the stairs and wall when I contacted corporate. To date, rooms to go has made several empty promises to me regarding repairs to my home. The company repeatedly gives me different people to call or email and they either do not respond or provide me with a date for repair but do not show up.

After swapping out my previous mattress and replaced with another mattress it turned out to be another problem. The replaced mattress is a Serta Perfect Sleeper that doesn't support my 400 lb body weight causing pains through out my body. The mattress is so soft that my body sinks into it making it hard to get out of it . I am a disabled man of 66 years of age that had back surgery twice and this mattress is not what I need. The salesman told me there wasn't any other mattress that he could provide me with that was of equal value . I told him i wasn't satisfied with the trade and he said he did all he could do . If I could afford to give this mattress away and purchase a better one I would but living on a fixed income makes it impossible . Is there someone that could help me without costing me money I don't have to get the mattress I need ?

I purchased a sectional from Rooms To Go on 7/23/2022 from store number 302. My order number was [protected]. The total price was $3364.59. During the purchase I expressed my concern of stains as the furniture was light in color and I have three kids. The sales man at Rooms To Go assured me many times that the Fortega service contract would cover any stains for up to 3 years. After attempting to file a claim for two stains, Fortega requested pictures which I promptly provided. I was told they would review the pictures and call back within 3 days. I never received a call back nor did they reach out to clarify where the stain were from. After 2 weeks I called Fortega back and was informed that neither of the stains would be covered since they appear to be from highlighter and dirt, which is not covered in the contract. I explained I did not know what kind of writing utensil the stain was from and that the "dirt" stain was actually vomit. My concerns for this issue are as follows: 1. Salesman assuring costumers all stains will be covered when its clearly stated in the contract what is and isn't covered. This is false advertisement. 2. Fortega never calling back to inform me the stains would not be covered. This delayed me hiring another professional to come clean the stains. It has now been over 2 weeks and the stains have further set in resulting in permanent damage. 3. Fortega assumed from pictures that they could identify where the stains came from. The "support team" with Fortega was beyond confident the vomit stain appeared to be dirt and the ink stain appeared to be highlighter. Unless they are here in person to take a sample of the stain how can they prove what it is from? On top of all of this, when the couch was delivered the delivery men damaged the ceiling of my front porch and the wall directly outside the front door when trying to fit the couch into the house. This left streak marks and scrapes, I have yet to be able to clean or repair the damage.

This is my third rooms to go delivery from my the same order from March of 2022

1st delivery they brushed against the handrails going up stairway and got paint on love seat and single reclining chair would not recline

2nd delivery they shoveled the loveseat in my elevator breaking it and nicked loveseat with box cutter

4th delivery today they made my fleur de lis clock fall off the wall and scratched up my door bringing loveseat in. They did not Velcro the back of loveseat and left the red strapping under loveseat where it could be seen. I called customer service and requested someone from RTG to call me, she said they handle things via email 😡poor customer service

This is the second "leather" sofa set we have purchased from RTG. We purchased the first leather set somewhere around 1998 and it held up beautifully. It was Natuzzi brand from RTG. When we were ready for something new, we trusted we'd get the same quality from RTG again. In July of 2015, we purchased a leather sofa, loveseat and chair from the Lusso Leather collection at RTG (receipt calls it KUKA). Because our first leather sofa held up so well, we didn't pay attention to the description on our new set "top grain leather wherever the body touches" and what that meant. Now, 7 years later (2022) we are learning all about exactly what that description means, as the back of the back cushions on our sofa and chair have completely peeled off. I called RTG customer service in an effort to determine what material the backs and sides of this leather furniture is made of so that we are sure not to purchase one with the same material again. Unfortunately, all they could tell me is that it is "leather match," which they explained, means it could be vinyl, poly or bonded leather. NOT HELPFUL! I really want leather again, but certainly not if it's just going to do the same thing. It's extremely frustrating to have to replace furniture, that is in otherwise good condition, after only 7 years. Our landfills are going to be full of this stuff! Also frustrating that RTG can't provide me with more information on the material that was used and how it compares to their newer pieces. If it's the same junk, I'm not going to waste my money.

I bought a leather power reclining loveseat, and it was delivered Sept 9, 2021. In July of 2022 I called for a repair because the seat was making a loud noise when reclined and returned. They sent somebody out and he lubricated the leather. Three days later it was making the same noise. I called RTG and they said they are going to replace the loveseat. August 12, 2022, they replaced the loveseat with I believe was a used loveseat. It lasted 3 months before it started making the same noise. I called RTG again and they said it was out of the one-year period and I must go to Fortega for the extended warranty that I purchased. Fortega told me the problem was not covered.

My contention is the problem first occurred within the one-year period. They replaced the loveseat and two months after the one year, the problem started again.

I bought a sectional sofa from rooms to go a few months ago, the seller offered us the extended warranty for any damage or problem, we accepted.

September 11 I made a claim for liquid on my left chase, they sent a technician to my house one year after to check on the chase. The guy came here he saw the piece and he told me they were going to order a new one and send to my house.

After four weeks waiting I called them three days ago. I spoke with a person explain what happened. She told me they never received the report from the technician after 10 minutes she say that she found out the report and was saying that they condition cleaned a piece and everything was good. I explain to her that information was false. He didn’t claim at all and what he told me was I can put in the trash and they were going to send me a new one, this first call was 45 minutes and then I called back yesterday spent another hour wasting my time we’re putting the same history after transferring I spoke with like 10 people yesterday because they were transferming to another person time to time. The last one told me that she resolve the problem that she approved my piece and rooms to go was going to give me a call to schedule the delivery.

They did not call!

I called 5 PM to talk to them and they say they don’t have anything. The manager was going to give me a call the next day and I ask her again about the fees and like I explain the same problem to at least 15 people in the All this calls and they just don’t resolve the problem. In the first place the technician did a false report. This is so frustrating and I’m so disappointed with both companies.

I purchased my children this bed and my 13 year old autistic son is 185 lbs. layed on the bed when it cracked. This happen 3 months after purchase but we tried to fix it. The bed was purchased in June and it’s only October. I go in my Childrens room this morning and the middle of the bed has sunk in and they are leaning towards the floor. This bed needs to be replaced. My family is on the strictest budgets. So when a purchase of this nature is made it puts my family in a strain financially for months. Please help!

Store was advised when we purchased my sofa set from the Mobile store that the sofa would need to be carried to second floor of our condo. We were advised that it would be no problem but there would be an $89 fee to do so and set it up. We agreed to pay for the service.

The delivery men came to condo on September 9, 2022. Once in the door they immediately said they could not get the sofa up the stairs without even trying. After I told them to lift sofa over the rail and make the turn, they did so. When they go to the 2nd floor landing they claimed they could not get the sofa on the landing to the second floor. I told them I had two 92 inch sofas come up and down the stairs and most recently the day before a 92 inch sofa went down the same stairs. This sofa is 89 inches long. They refused to deliver and took it back to the warehouse.

I called the saleman Chris Helms the same day at 12:15 pm. He said the store manager would get back to me. I had to call back at 1:12 and was given Phillip the store manager. I told him the problem and that if we could bring two different 92 inch sofas up to second floor (of course different years) their delivery staff should be able to get the 89 inch couch up. He agreed to redeliver and on the following Friday 9/16, different delivery staff came and also said they could not get if up the stairs. They took pictures before they tried carrying it up. They ended leaving the sofa in my carport.

That same day, my daughter and granddaugther came to visit from Michigan and they carried the sofa up to 2nd floor living room and set it up in the living room.

I called and advised Phillip what happened and he didn't seem to care and felt he had no problem with the delivery staff not doing their job. He said he would refund my $89 delivery fee on September 23rd and I still do not have the refund on my charge card.

Main office customer service today10/6/22 talked to manager who didn't process it and will do so. I should see it on my charge card within 5-7 business days. If not call back to customer service.

Purchased sectional on 02/02/21. I had nothing but issues with this sofa. They replaced seat cushions a several times even though I said it might be a problem with springs because when you sit on left side of the sectional you sink into the middle of the two cushions. Then I recently got in touch and found out that they forgot to install the clamps that keep the 3 pieces of furniture together, the cushions are longer than the base Of the sofa so will go together. They also promised to replace the cushions covers because they are damaged in way that can’t be replaced. Now they are saying they can’t do that. I’m at my wits end here and hoping you can help me with this problem. I have pictures if you need them, this sofa looks like it’s 10 years.

A few months ago, one of the seats (right) on the loveseat purchased in May, 2022, began failing. The support on the right side of the seat has failed. It took some time to get a service person to come out. The diagnosis was "nothing broken, so nothing to repair." However, it's obvious to everyone that it is not functioning. He tried to mess with the stuffing, but left saying I should call back and escalate since there was nothing he could do; he couldn't even submit the next level.

We had to wait a few days for his report to show up to continue. The issue was described - that the last person said that he couldn't do anything.

The next scheduled visit was maybe 2 weeks later. I was suprised to see RoomsToGo sent the same person out to waste my time. Although he said he ordered a part (that wasn't going to fix it because it's not broken). It's been weeks with no work on the status of the part that won't work.

We requested a manager or field supervisor with authority to replace the loveseat. No word on the part or the manager.

I contacted customer service today. Customer service only wants to say what they can't do. It's impossible to escalate to someone who might.

The part hasn't shipped yet. I was told it could be 90 days.

What I see is that the part ordered, that won't work, will take 2 more months.

Over the years, I go directly to Room to Go for furniture because I've never had an issue.

It seemed like someone was attempting to try to get my Sofa/Loveseat set replaced (csr discussed with "Catoria") but my model was discontinued. Back to "the only thing we can do is escalate the part."

Time for escalating the part is over. I'm completely disappointed at how thtis company has handled my issue.

I've been told the call logs, service logs, and photo's are in my account.