Rooms To Go
reviews and complaints

Good evening,
Order #[protected] - 2 pc sectional couch was scheduled to be delivered on Jan 2nd, 2018 between 2-6pm. The delivery driver called to inform us the delivery would be between 6-10pm due to scheduling conflicts. The driver called at 7:30 pm to inform us the delivery would be moved to Thursday, Jan 4th and that a manager would call in the morning to schedule a time frame. Called customer service to inform them that a Thursday delivery date would not be acceptable due to an upcoming trip and that the delivery date would need to be done no later than Wednesday, Jan, 3rd. The Customer Service rep stated that the shipping manager would call us in the morning and that there was nothing else that can be done. While the customer service has been pleasant thus far, this rescheduling of a paid delivery service is unacceptable. If a Wednesday, Jan 3rd delivery date cannot be accomplished, we would like to seek a refund.

I recently submitted a claim for a sofa bed we purchased 2 years ago. The bed part has a piece that is supposed to hold it up off the ground that has ripped, the frame has ripped a huge hole in the mattress, and it looks to be almost ripping out the side of the sofa. They said it isn't a manufacturer issue so they will not honor the warranty. We paid extra in case something happened to this furniture and it was clearly a waste of money. We just purchased a brand new bed and the headboard is damaged. They didn't want to replace that either! Just was delivered maybe 2 weeks ago! I've purchased every room through rooms to go but I doubt I will ever do so again! I will be warning others as well as putting in a claim with the better business bureau!

Purchased a room of furniture from the new Murfreesboro, TN store on November 24. Delivery scheduled for December 9th. The purchase was for a reclining sofa, standard love seat, and a rocking recliner chair. Sofa arrived and was damaged. Love seat was NOT delivered. In its place was a non-matching leather recliner. Our recliner was delivered. Customer service was unapologetic and rude. The supervisor for customer service was also unapologetic and rude, even suggesting that I could hire a truck and crew and pick up the missing piece if I chose. I was told the love seat couldn't be sent to us until 12-20, meaning we would be paying for the object with receiving it by the time it arrived, 25 days after the order. Not acceptable. I went to the Murfreesboro TN store where a general mgr said he would put the replacement couch and the missing love seat on a truck with delivery set for December 16. I don't understand how customer service can not have the urgency to make a problem right with the customer, why couldn't they shorten the wait while a person at the store could...this is not right. So now we will wait to see how RTG will botch this delivery. If this sounds synical, it is...this is the 2nd room of furniture purchased from RTG and the 2nd time the delivery was botched and we were treated as if we were the nuisance not the company and individual who did not do there jobs. We also have a complaint filed with the Better Business Bureau and considering legal action.
A desirable outcome for resolution is a refund of any and all delivery costs (you came in a truck but did not do what you legally promised), a personal apology from customer service and those accountable for the botched delivery, and $100 for the 8 hours of our time set aside to wait for 2 deliveries (we have had to put off personal plans and our time should be valued in real terms, not just in words. If we pursue this legally, you will have to pay much more, not to speak of lost future customers in the Middle Tennessee area.

Purchased room of furniture on 11/24/2017. Delivery 2 weeks later with love seat missing from order and sofa damaged. Customer service no empathy and no urgency to resolve. Told to wait another11 days for replacement, store promised to reduce that by 4 days but now must cancel plans to meet delivery, not right to tie us up like this and without showing remorse for mistake. What makes this so bad is that this our 2nd major purchase and the 2nd time this has happened. We demand that this be made right, someone be held accountable, and serious compensation for tying us up for 8 hours ( 2 delivery dates with 4 hour window.).

Purchased 2 couches from Rooms TO Go not even a a few weeks not even a month the seems started to come undone - scheduled for rooms to go to come look at it for warranty - scheduled a month out on a Saturday gave a window 11-3 it is now 2:45pm I called and all they could tell me they were on their way - they couldn't even call me to let me know they were running late just a courtesy call so I could have still taken my daughter to a Girl Scout event - I would have been back by 2 if they would have just taken 1 minute and call me to let me know they wouldn't be within the window - called them and no help just hey are on their way. They did not make it in their window of time and didn't let me know it isn't good customer service. They just want their sales and don't really care for customer service I guess!

Hello,

order Data: 11/04/2017
Order# [protected]
I have placed an order for some furniture at the store level, right after receiving the merchandise I called to return one of the Items that did not fit my space, it took the store 5 day to pick the item, 12 day to process it and then another 10 days for the corporate to process and authorize the refund, it has been almost a month and I have NOT received my refund yet

the store charged me 20 % restocking fee, $90 for delivery and again over a month and I am still waiting on a refund

this is ridiculous

To whom it may concern,
In April 2017 we purchased a Sectional sofa set (Cindy Crawford collection) the purchase with the fabric protection plan for nearly $3000! The purchase went smooth the sales person was very friendly and helpful. Delivery went ok. I recently contacted the costumer service department in regards of the cushions Stiches being not lined up, the back pillows looking "inflated", the seat on the chase being overstuffed, fabric of the ottoman being rough etc! The first technician that came by took one look and said since it's a manufacturing mistake there is nothing he can do and that most likely we will get a new set send out. After reaching out to customer service I was told that there was nothing wrong with the set but customer perfrance?! I requested a second tech to come by. She told me that the some of the cushioned were not filled properly and others were overstuffed, the spring was broken and the ottoman fabric was rough... yes I know! Thanks... again, following up the customer service person on the phone told me it was customer perfrance, nothing that the warranty coverage. The ottoman will be replaced but because I did not call sooner the warranty will not cover anything else! I am not even going to mention her rude tone... terrible! I am shocked. When we made this $3000 purchase we were assured that The warranty would cover these types of issues!
We have been loyal customers with Rooms To Go and recommend several of our friends and family but unfortunately you have lost our business! The customer service person told me if only i had reached out sooner she would have helped me but because we had the set for nearly 9 mo there is nothing she could do! I don't understand this statement considering the warranty is for 12 month! Oh, she also told me that bad quality is not covered by the warranty! This is terrible, we seriously regret making this purchase due to the terrible quality/ lack of customer service and warranty stipulations that are clear as mud.
Both thumbs down Rooms To Go!

Rooms To Go delivered some furniture to my house the workers complained about how heavy the furniture was and that they didn't know they had to carry the furniture upstairs.They tore the wood molding off the side of my front door, damaged my walls going up the stairs pretty bad where the furniture scrubbed up against the walls.I called Rooms To Go customer service on that following Monday told them what happen .Its been over three weeks no one has called me back about the damage that was done to my house.

Orders # [protected] & [protected]...
When we noticed the insurance added to our order it was late at night so we could not call. So we waited the next day to call. The sales person was very nice - however - what she did to us was not very nice, as she added insurance to both of the orders without asking us. She spoke about the guarantee and how we didn't have to worry about the furniture getting damaged, but at any time did she say that we were buying this guarantee. We spoke to a manager at the doral location a few minutes ago, he's name was evelio. Evelio was very nasty with me, he didn't even let me talk, he would speak on top of my voice, and took sides with the employee instead of the customer by saying that we probably didn't hear when the sales person spoke about the charge which i found very offensive and insulting. He told me that it was better that i=we had the insurance anyway because it was to our benefit. By saying this not only is he missing the point, but he is also not cooperating to resolve the issue. When i told him that he should speak to the sales person about what she did to us, he didn't say anything, and when said that i was very upset and felt like cancelling - he's answer was - i can cancel this order right now. Just like that. I think a person like that should not hold a manager position - a manager should be courteous and be there to help the customer so they can come back again. Not to give a hard time to the customer. I had a very unpleasant time with this individual and as a result will never go to rooms to go to buy again. He did wave the insurance, however, i am still waiting for the corrected order, -
however, the main purpose of my call was to let them know that what they are doing is illegal and should not happen to customers. I think this issue should be addressed to the corporate office and even consumer affairs.

To whom it may concern;

We are a loyal customer of Rooms to Go. At Room to Go, we purchased a full set of Leather Sofa (3 pieces) in 2013, a set of dining table and a wine storage cabinet in 2015. The purchases were smoothly - sales people were nice and efficient, delivery was on time, customer service was friendly. However, we felt really disappointed about the quality of the products! We spent $3, 000.00 to purchase the sofa including the leather protection. In 4 years, the sofa leather skin started to RIP OFF, and the inside is showing. It is really hard to accept that a $3000 Sofa can't last for 4 years, especially the ripped area are not even the place we sit and touch very often! Please see attached pictures and vedio for details. We hope Rooms to Go can provide a solution to solve the issue!

The below is the information about the purchase

Purchase date Purchase order no. Amount
2/[protected] $2, 113.69
2/[protected] $619.57

Thank you for your help!
Jean

Date of incident - 10/31/17
Client number - [protected]
Desirable resolution complaint - request a partial refund of delivery and assembly fee

My husband and I purchased a youth full-size bed and dresser from the skibo road store in fayetteville, nc. The sales person provided great service. Based on the service received from the first customer service rep., the delivery and assembly of the bed, this was the worst experience i've ever had with a furniture store. First of all, they provided me a 4-hour window for delivery... Between 11 am and 3 pm. My husband missed half of his work shift waiting on them. After speaking with the first customer service rep. She stated "things happen" after I complained that the deliver driver had not yet arrived and it was 3:50 pm. She contacted dispatch and stated they will arrive by 4 pm. I once again called customer service at 4:14 because they still had not yet arrived and was told they will arrive no later than 5 pm. They did not arrive until 5:30 pm. After checking the assembly of the bed, I noticed they did not connect all the slats for the bed. There are 20 holes for screws to assemble the slats and only 11 holes were screwed in. The vertical slats were not connected and they simply sat them across the other slats. After calling customer service again, she offered to provide me with another 4-hour window for a service technician to come fix the issue, no thanks! My husband will take care of the issue.

I have video footage, but unfortunately it wouldn't upload.

We purchased an entire living room set 7pcs, a recliner chair and dinette set on 10/7/2017 and delivery date of 10/20/17. The beveled 48" glass table top had a hairline scratch, the coffee table beveled glass had chip about the size of a dime w/scratches along the top of the wood part of table and one of the end tables had several scratches. We purchased all new so called the Memorial Mall location in Houston to complain and was informed that customer service will be emailed about the situation and I would get a return call no later than the next day. Well no call was received so call back to store by Sunday, 10/22/17 and spoke to Mgr, Antonio who assured well as he stated " I promise I will get this resolved by tomorrow and will call you with a resolution", well as of 10/28/17 I have not received a call. So dissatisfied with the service after my purchase that I made 5 calls to the Regional Office that service the Houston area and only got voice mails and messages were left starting Wednesday, 10/25/17 and no return call as of date. I spoke CSR-Sharon who did all she could within her power to assist and trying to get items reordered and redelivered. I called back to store and Mgr, Antonio informed an office staffer that they can refund me all my order and they will pick up the items. I called again to complain about the rudeness of Antonio, spoke to Mgr. Tim who also promised to get issue resolved and nevertheless he did not and hung up call. I am so frustrated with the unprofessionalism of the management team and along with the original salesperson, oh by the way who would only take a message from me and refused to help resolved, but he did not refuse to take my 2900.00 plus dollars for the purchase. If I would have known that the quality of service after purchase would be so "horrible" I would have never purchased. My 2nd delivery on today, 10/28/17 the same tables had damage per scratches and the oval beveled glass top for my coffee table did not fit, it was hanging over the wood portion of the table and the delivery driver had to call that in. So at this point I was furious, called customer service about a reselect and went online and did not see any tables that would be equal to the purchase and was informed when I called the store that I would have to pay the greater difference. So finally I asked can I just return the 5 pieces-the 3 tables and lamps and was informed to just purchase the sofa and loveseat would be more and actually the price was less for the 2 pieces and they are picking up the tables and lamps and refunding me 595.00, but no person should have to go through all of this. I hope that this email is read and I would be contacted.

October 27, 2017
Friday

Order number 8534823LOOVFW [protected].
I purchased a king size bedroom set and a blue sectional. The date it was delivered after being unwrapped by delivery employees. Damage was noted and very clear on the largest rear portion of the sectional. I contacted customer service the agent told me to take a picture and email it to her. That I would be soon contacted to exchange the damage portion of the sectional. As of today, nobody has contacted me by mail, phone or email. In fact, now customer service says no such information exists. I am extremely disappointed in how Room To Go has handled this matter. I have better things to do with my time then pretend and make up lies about a large money purchase made that I am asking to be corrected. After reading the reviews and complaints about Rooms To Go on the Internet well I can only blame myself for purchases from your company. Cell phone records don't lie and that is why I sent the email and called on the date of delivery from my cell phone !
Very Upset and dissatisfied customer!'
You have no problem taking my monthly payments but want to give me damage goods will broken promises and lies to correct the issue.
Sick and disgusted with Rooms To Go
Deborah Jirinzu
[protected]

I purchased a king size mattress and box springs along with a bedframe from Rooms To Go. After having the bed a few days I noticed that one of the box springs was hanging off the left center of the bed. I removed the mattress and repositioned the box spring. A couple of days later the same thing happened and I realized that the middle portion of the frame was too narrow to support both box springs comfortably. After calling RTG to see if I could exchange for a different type of bedframe they told me that was all they sold and that there is not a different type frame. They also said that the frame I have shows to fit a full through king size bed. I then scheduled for a service man to come out and see what I was talking about so maybe if anything give the frame back and credit my account. The scheduled appointment turned into two weeks and by then I just removed the frame and set the box springs and mattress down on the floor. After being tired of dealing with RTG I cancelled my apt. and bought a real king size bedframe from a real mattress company which fits perfectly. So now I'm stuck with a RTG bedframe that is sitting in my garage. Do not shop RTG for beds, go to a real mattress store that specializes in them.

The cindy crawford home van buren burgundy 8 pc leather sectional was purchased april 2015. The stain on the leather is rubbing off. This recliner has very light use. We bought 3 year warranty to avoid problems but now I am told it does cover this. Purchasing a high end product you expect more then 2.5 years of light use. We have other leather products with over 10 years of heavy use and no loss of color. I have pictures to show the damages. The quality of this leather is completely unacceptable.

I purchased a sectional from rooms to go and after 3 years the so called leather started peeling. I sent pictures to customer service and received a full store credit. Well the furniture that I picked out in place of the old sectional I've only had a year, I made a complaint that the couch and love seat was cheap after a year the cushions are horrible you might as well sit on the floor. A tech came out to my home and said it was normal wear and tear well I feel after a year its not. the sofa should have out lived 1 year. remind you I added an extra $200 + to purchase the sofa. I'm in the process of getting a new couch from another vendor I will never purchaser anything else from them. I've spoken to several people that has had the same problem. I've called twice and no one can help saying its normal wear and tear I'm pretty sure if it was them they would feel the same just after 1 year of having this mess.

laquitta Wilson
Houston tx

I purchased an entertainment center with a matching dining room table set and a couch from the rooms to go outlet in Gainesville, Florida. By far the worst experience I have ever had with a company. I am on my fourth delivery because I keep getting delivered furniture that is damaged. The technician does not fix any of the damage on the furniture and is a complete waist of time. I have missed several days of work because they are never able to deliver on the weekend. I have lost money because of all these deliveries and the customer service reps only tell me they can credit me $50! I'm paying over $5, 000 dollars for this furniture. $50 means nothing to me. I will strongly recommend to everyone to never buy anything from this company.

I bought the full bed for my daughter on 9/15/2017 to be delivered on 9/28/17 not only the bed was delivered to the wrong address but couldn't be delivered any earlier than 10/17/17 A month and 2 days after. Employees at the phone were rude and told me there was nothing they could do about it. I understand the demands after hurricane Harvey but what is unacceptable is their customer service. Just horrible! My order number is 7270672.

Dear Sir:
I purchased a Aberdeen sofa & Aberdeen Loveseat 2 PC in May 2016. I've had this sofa a total of one year and half, and my Sofa has problem with fiber of the cushions when we sitting down this fiber very disturbing and painful, it's bump up so clear & bad you can feel it touching your skin & it's painful and it has only been 6 months, i called rooms to go to check it out, they sent someone & reported that this set must changed, then your company replaced it with another one, after that, same problem happened again but worst you can feel it when you pass your hand over the cushions all the way badly, so we called again but this time i moved to Texas with my husband. I can't say that this issue are from to much usage of the Sofa because no one is at home but me & my husband.
Therefore, I called Rooms To Go in August 2017 about the poor quality of my Sofa and I was told that they would send a Technician out to take a look at my complaint and he came out and the Technician sat on the sofa and talk to me and I shared with him that while I was in the Rooms To Go Store in Atlanta, GA I ask the salesperson if the Sofa was good quality and said yes and that was a lie.
So, the Technician told me that he can wrap it to prevent that fiber from harming us when we sitting down, i told The Technician "sorry this is not the solution for this issue, my Sofa will looks so bad & cheap and wrap with black cheap roll"?!
Moreover, the Technician told me will report my willing of replacing it with another one or take it back to rooms to Go to fix it.
so, I received a call from Room To Go so and I was told that we can't replace it, this is the only way to help you by wrapping it.
i thought i can trust Room To go for purchasing from them, i'm in shock right now and one thing I know we would never purchase anything from Rooms To Go again. I felt like Rooms To Go did not care about my concerns of the poor quality of the product I received from them.

Omar
10/3/17
dr.[protected]@gmail.com

I want to make a complaint about the quality of my 6 dining table chairs. Purchased at room to go. We are rarely siting at the dining table as we are using our apt as a secondary residence and eating outside most of the time. We had a new AC installed so the humidity is not an issue.

I am expecting a exchange or an amount to have them redone . They were purchased 3 years ago