Rooms To Go
reviews and complaints

We purchased a large faux-leather sectional from RTG in 2020, and bought the Fortegra damage warranty because they assured us that "no matter WHAT! Damage and stains are covered!"

However, when our toddler got hold of an ink pen and drew extensively on the fabric before we caught her, Fortegra denied the claim due to "multitude of stains" and "misuse." The stains were all from the same pen at the same time, and of course it was misuse; why else would we need the accident coverage?

When we purchased our $1200 sectional in October 2019, we purchased the Fortegra 3YR warranty as we were told that it would cover any damage to the item. "If they can't fix it, they will replace it." The furniture has worn down near all the stitching in sections we sit the most. They denied my claim stating that they do not cover normal wear and tear. This not normal wear and tear in less than 3 years...see photos. I wish I could've researched Fortegra prior to purchasing this warranty.

I had my order #SE17423593 scheduled for delivery today 08/19/22 between the hours of 12-4pm. I confirmed this time and received 2 texts showing it was confirmed. One of which was received at 8:15am this morning. Here it is now 5pm and I haven't heard a word or anything from anyone. Not sure when my delivery will be here or if it's even coming. I took a day off work to be here for the scheduled time and now I'm here still waiting. I have other things scheduled for today and this has caused me to push those plans out. One of which cost me. I find this very very unacceptable and unprofessional.

The purchase of my bedroom set fully paid in store Kissimmee location was fine. I purchased 7 pieces Sofia Vergara diamond falls gray finish on May 28th, 2022. I finally receive my bedroom set on July 29th, 2022. On delivery day one of my nightstand was broken from the back & top, one of the dresser draws was broken. I called customer service; I sent the pictures of the products. I was informed the draw will be mailed & set appointment to exchange nightstand. In mail I received the wrong draw, after I sent pictures & circled the draw, so I called customer service again submitted another picture. I finally got the right draw. On delivery date august 12, I confirmed via email & text message stay home solely for that purchase, I got a text message saying 6 min away, just to not receive my nightstand. I called in the evening & customer service informed me how the driver or dispatch falsely lied & said the client mentioned wasn't going to be home to re-schedule. Now my wife is very furious & I'm heated of the poor service I'm getting from room to go. Now waited on August 12, 2022, for delivery & not sure what this outcome is going to be. I have always been a fan of room to go, but with this poor service, I'm highly thinking about taking my business elsewhere in the future.

On Aug 19, the Rooms to Go delivery team brought $7k of furniture I purchased, dropped it off in the room and refused to assemble the furniture. The informed their dispatching team that my wife stated they should drop it at the door and not make an attempt tp assemble, which was not said. After speaking to the customer care desk in Alliance, the customer rep and her supervisor Rebecca were extremely rude and disrespectful in their approach to not only listen but failed to make an attempt to come with a resolution. I've been a loyal customer to the company for a number of years and I can promise you that I will not buy here again. You can thank your ALLIANCE team for that!

Part of my furniture order was delivery today 08/19/2022 around 8:30 am. I requested delivery and setup for my sectional and rug. They sent Delivery people who can't speak English, delivery person showed me doorway setup on his paperwork. I showed him delivery/setup on my paperwork, but they can't read or speak English so I was unable to communicate with them. I refused the order due to no setup and they delivered/left the merchandise/product anyway. I called customer service several times to cancel and they keep transferring me to the same que. Finally someone told me to contact the store but no one answers the phone at the store. I need to cancel this order and have someone come pickup this merchandise that I refused due to no setup. This was a horrible experience and I'm still trying to get it resolved. My next move is the media

Been trying to deal with Fortegra on a claim for two pieces of furniture I ordered a year and a half ago. Material is coming apart at a glue seem, there is a small stain on the side (no animals) of one piece that just appeared out of no place, and a cushion is starting to deform with no use. The leg on the accent chair has also become loose and will not screw in tightly. None of these issues are normal wear and tear!

They refuse to cover any issue and come up with a reason to deny every possible claim.

I have purchased a lot of furniture in the past few years always with a warranty, but no more! I will start taking my business else where and will inform everyone that RTG can not be trusted with providing professional (True) information to its customers and it aligns itself with scam artist that seek to steal your hard earned money!

Store: 414

Sales Person: Stanton Kilpatrick

Ordered: 7/14/2022

The chair I "thought" I purchased and fit perfectly for my short legs is not what I received. This chair is not comfortable at all.

False product sold to me. The showroom obviously keeps things there forever.

Not what I thought would be.

It gave me false information about this recliner. Again, I look for a chair that is comfortable and this is not! My legs DANGLE at least 6 inches from the floor. I want my money back!

Did I mention that the left arm has two Knicks! Another is to come this Wednesday and I do not have faith it will have a smaller seat cushion and I don't want it. I JUST WANT MY MONEY BACK! Please understand and pick this chair up and credit the card charged.

Thanks.

We were having a ceiling fan installed and had to move our rooms to go couch back for the ladder. When the couch was moved it sheared off 2 plugs. I called the rooms to go 800 number only to be on hold for almost an hour. When I finally got them on the phone the girl was super nice and said I needed to call the warranty department for replacements. I told her I was happy to pay for them and she said they should be replaced free. That's where the pleasant customer service ends. I called the warranty department and was on hold for close to another hour. I explained the situation and the girl put me on hold for about 15 minutes and came back to tell me that since a 3rd party moved it they couldn't replacement them. I would need to call the 800 number back and get the form and send a cashiers check for replacement. I then told her, wait. my husband was in the room and helped push the couch. Her response was , well you already said "THEY" pushed the couch. In total disbelief, I asked to speak to a supervisor. After another 15 minute hold she came on to tell me the exact same things and said there was was absolutely nothing she could do. I begged to pay for the $22 stupid plugs to avoid a chashiers check and mailing it fed ex and waiting for them to verify part number and nope. She said she had no authority and I said "they pushed it". So they split hairs over 1 word for $44 worth of olugs. I called my local store and even they weren't able to get anywhere. I'm just disgusted. We had planned to but a $3,000 outdoor set from them but that's not happening now. I will likely never buy anything from then again..it's just too much hassle.

Order was processed with scheduled delivery dates a month ago. One week before delivery, a voicemail was received to call a number within 4 hours or the order will be placed on hold. The number provided was not functioning and there was no email sent per the voicemail. Called customer service 2days before delivery to confirm time window and advised the order was on hold and now no longer available for months. This is unacceptable customer service. 1) a 4 hr window to confirm? Why send the original confirmation email when the order was placed if there were additional verification needed. No notice that something may be pending. The only action indicated on the confirmation email was setting the delivery time 2 days before the scheduled delivery date. . 2) without any email notice, the furniture allocated to my order was sold to someone else. Now backordered with no recourse 3) customer service was not helpful nor tried to find any solution.

Purchased a full bedroom set, headboard, footboard side fails ,2 nightstands, dressed and bureau in Nov 2021. I knew it would Not be delivered until July 2022. The day of delivery we get a call from the delivery driver that he can't come down our road because it is a dirt road, mind you we just moved to this house And they were able to get down here no problem, and we just had the roof replaceable with no problems getting down here. The driver took my furniture back to the warehouse and put it back in they system, INCORRECTLY so some one else came in and took my footboard! Rooms to go will not have another footboard available for me until JAN 2023! All because the driver would not come down a dirt road that we travel daily. As it has taken so long to get the furniture and the mess up which will put me out another 6 months. I have requested a refund and was told they will refund the original card, well since we moved in this long time frame that account has been closed, and all they would tell me is that they refund the original card! That will not work as that account is closed. I have asked for a check to me mailed to my home and I was told again they refund the original way of was paid.

Hello! In 2021, I first contacted Rooms To Go about replacing a cushion cover. My warranty didn't cover the damage, so I purchased a new cushion cover for I believe $65. I have an email thread from December until just recently when I continued to try and follow-up with no response. I received the wrong part, and when I reached out, they told me they would send another part. This has been since December 2021. I'm aware if the part isn't in stock, it could take up to 90-120 days to receive. This is obviously more than past this date. At this point, I consider my money stolen, as I was never sent the original part I ordered.

purchased living room sofa, chaise and chair have owned them for 11 months. at 6 months of ownership bottom of sofa became broken. informed Rooms to Go waited 2 months for a service Tech to come by only to be told that He could not repair them would need to be referred to someone within the warranty department someone would contact me. waited 3 weeks no response. I initiated contact again requested what could be done. 3 more weeks to schedule another Tech same outcome someone from Customer Service would contact me within 3-5 days no answers. waited 2 more weeks sent pictures of broken furniture that is supposed to be covered under all of their warranty's. Told they would review and contact me within 24 hours guess what no response 6 emails 5 phone calls later was told Rooms to Go determine that this was due to regular wear. are you kidding me and there was nothing they could do. Awful service, substandard product. would never purchase anything else from them and would NEVER recommend friend, family or stranger to purchase anything from them ever!

7/21/2022 11AM. I was delivered the wrong item. I went to the store to order my sons bed set "Kids Colefax Avenue Gray 5pc Queen Bookcase Bedroom". They did not have any on display, so I SHOWED the sales associate the picture of it. He asked if I wanted the "trundle bed" I said NO. Never did I say I did not want the book shelf and never did he say that if I wanted the book shelf like on the picture I had to pay an upgrade. I am extremely aggravated that I cleared everything out of my sons room including the mattress because I bought a new one with the set for them to deliver the WRONG bed frame. I received one with NO bookshelf. I call the location I went to to address the issue and they want to FIGHT ME FOR $200. I find it RIDICULOUS that they want to fight for $200 on a $1,900 order. It is NOT my problem that the sales associate did NOT tell me the bed frame would not be the one in the picture unless I added the upgrade. I find it ridiculous that they want to tell me they can switch it out for the correct one for $200. I am EXTREMELY UPSET that now I am having to deal with a different process and wait for a bed AGAIN for a mistake that was done by one of rooms to go sales associate and I am STILL being charged...$200 petty dollars off of a $1900 order instead of rectifying the situation and providing a solution for my inconvenience they are simply thinking of a solution for THEM.

I went to Rooms To Go in Dunn, NC and the sales manger was very rude. First of all the people in the billing department lied and said my Genesis account was closed and it wasn't. When I call to complain to the manager about it he was very rude. He told me "it's not like my money is going to buy them furniture". I have shopped here for years and this was the first time I ever experienced this. I purchased a bedroom set for my daughter using my credit card because I thought my account was closed, but when I found out they were being deceitful, I cancelled the entire purchase. I will never shop at Rooms To Go again! If you don't want to be discriminated against don't go to the one in DUNN, NC.

My wife and I bought a blue sofa, loveseat, and recliner (the Cindy Crawford collection) from Rooms to Go about 2 1/2 years ago (January 2020). We also purchased the Fortegra 3-year Guard It warranty. I would strongly recommend not purchasing the furniture set or the Guard It warranty. After 2 1/2 years, these couches started to peel. We've been very careful to use the leather protectant and conditioner on a regular basis, and yet all 3 pieces (especially the sofa) are peeling.

When we called Fortegra for service, a very nice man came out to inspect them. He said something along the lines of, "Oh yeah. They're going to need to fix this or replace it. These couches are only 2 1/2 years old. They shouldn't be doing this." He said we'd hear back from Fortegra within a week. Well, a week passed and then two weeks. But no response. When we finally called and spoke to someone, they said that the warranty doesn't cover peeling. In fact, if you review the warranty closely, it doesn't cover a lot of things that it should be covered. My wife then said, "Then why are you selling furniture that peels within 2 1/2 years?" She asked to speak to a manager, but the representative said, "They'll just tell you the same thing." But my wife insisted, and the rep said she'd receive a call that day. Guest what? No call. And it's been over a week.

All that to say, we're very disappointed with Rooms to Go. That they're selling an inferior product (which cost us $4500). We certainly need our money back, a new furniture set, or someone to repair it.

We have purchased many items of furniture from Rooms t Go and always buy the warranty although we have never used then. We purchase the Lanzo automatic reclining living room set and since, the motor on the loveseat has stopped working and we are unable to put the leg lift down. It is stuck in the reclining position. I contacted Rooms To Go and was told that my warranty was expired and they are not able to recommend anyone to fix it. Also, they made a snide comment about how I am still responsible for payment. I have never missed a payment to them.

On June 20, 2021 I ordered 2 bedroom suites. This email is specifically for the KING bed suite. I had previously ordered the Hilton Head King suite for our Florida residence and was so pleased with it, I ordered another set for our South Carolina residence. It took six months to be delivered. I understand the COVID-19 situation delayed delivery and did not have an issue with the wait. HOWEVER, when the furniture was delivered to South Carolina I was already back in Florida. Last night I returned to South Carolina and saw the furniture. This is the worst furniture I have ever purchased. It is NOTHING like the Hilton Head set I purchased in Florida. The quality is extremely poor, specifically the drawers, they do not slide nicely and do not even open all the way! Also the mint color is NOTHING like the picture. It is more of a green gray color than mint. I know it has been over 6 months since the furniture was received but this is the first change I have had to see it and complain about it. It has not been used and has been placed in an upstairs bonus room for storage. The tags are still on the furniture. I am requesting a return for credit towards a new set. I am not requesting a refund. Please respond.

Melody Ondejko

[protected]

[protected]@msn.com

In 2014 I bought a three-piece bonded leather set and by four years it was peeling I thought that it was just peeling a little but it has continued to peel. No one Hardly ever sits In the loveseat and it looks just as bad as the other two pieces. I’ve read reviews from other customers and it seems they have had the same exact problem. I am tired of looking at something that’s falling apart like this yet it cost over $2000. We bought another couch around the same time we bought this set From another company that we have used every single day and it looks much better than this set.

Bought furniture. Part of delivery happened earlier in month. Today was the final piece to be delivered. A dresser. Was given window 2p-6p. Driver was done route at noon and because I could not meet him at noon (I'm 2 hours away). They went back to warehouse and told me tough luck. The store manager, Will, in the Baton Rouge store was polite but condescending and passive aggressive. Refused to help. Pointed to small print in delivery that we needed to be available all day. Who does that. They have a 3rd party delivery service that I guess that can't control. Hard to find good folk to work these days.

No one would help. Waiting to see what their corporate office says...