Rooms To Go
reviews and complaints

I purchased this sectional with added seat and stain protection for over $3000 February 2018. After 4 months I started noticing that the cushions were really going flat and that I was really not finding the couch comfortable anymore. Not even 10 months of owning it the cushions are sagging so badly and have started bunching up causing huge uncomfortable lumps, feathers constantly poke out and stick me and my young children, the back pillows are completely bunched up and flimsy and this has become a very uncomfortable couch not to mention its not very nice to look at due to the cushions flattening on the sides. Two of my cushions basically form a V sitting side by side from how they have warped and when you sit on the cushion you basically lean to the side even if you don't want too. I filed a complaint and some guy came out and told me the couch shouldn't be doing this and that I should definitely fight for replacement. When the company called me with the decision I was told the same man who appeared to be on my side submitted that my couch was fine and all was just normal wear and tear. I told the lady that was unacceptable. She offered to send me new covers for the pillows as a curiosity to help with the feathers poking out but that the couch "isnt designed to last long" and that the couch "will continue to have these issues ". So i am basically out $3000 and left with a couch that is less than a year old but looks and feels like a 10 year old couch. I take good care of it also . Its just me at 150lbs and my two children ages 9 and 4 so there is no way that these cushions should be so warped and flattened like they are. I cant even attempt to sell it either bc it looks very well used so I would be lucky to get even a small fraction of my money back. Rooms to go just doesnt care. When I purchased it I grilled the guy over and over about how it holds up and he promised me that it doesn't lose its shape and that it wasnt filled with feathers. He totally lied. They are all uncaring liars that know their furniture is going to fall apart and that the warranty doesnt cover anything at all. I will NEVER give rooms to go my business again and I will make sure to tell everyone I know to avoid that place. Its hard to tell from the picture but the couch has definitely not held up like it should for only being 10 months old

We purchased a leather double recliner with electric power last year from Rooms to Go. Within two months one side completely stopped working it would not recline and would not do anything. We called Rioms to Go and they sent a person out to look at it. He ordered a part The part came in and it wasn't the right part. So then we had to wait for them to order it again. And when he finally came back it was a month later and he fixed it. Now a little less than a year after that we have both sides that are not working, The one that they fixed originally and now the other. So we have a very nice looking double recliner that does absolutely nothing and is useless to us because we can't even get it to close on one side. Rooms to Gobsays it's out of warranty therefore they will not send a technician out to even look at it. What am I supposed to do with this $1200 piece of furniture?

I purchase this leather furniture in 2011 . 2013 this funiture started pealing and I'm so disappointed that it didn't last three years. We have no children not a lot of sitting on it. I can't return it because of course warranty had expired. Doing my research on this found RTG had so many complaints because this is bonded leather. So upset ! I was not expecting to purchase new furniture for a while.

I purchased a sectional online the sectional was to big I have a son that paraplegic son his wheelchair could not get to living room because it was blocking off the entrance to get in or out, I immediately called in which I was told I had to wait 48 hours to make appointment to come pick up furniture. So delivery came to pick up myself and my husband had to take day off work. I received a call from the delivery driver that they were at my house but I wasn't answering I told them I was here they were at the wrong address so the guy I was talking to I was giving him directions another guy got on the phone to inform me they would be to my home in 20 minutes as I was talking to them corporate called my phone I didn't answer they left voicemail explaining the drivers were at my home and I wasn't answering she gave me the description of where they were I then informed her they were at the wrong house, I told her the driver said they would be at my home in 20 minutes she said okay I waited 45mins and called back and the response was there not coming she contacted the warehouse manager in swaunee I was floored at that moment I couldn't comprehend why they would not come back and I had to wait another 48 hours to make another appointment to get rescheduled for rooms to go to come back to pick up furniture it's already been a week now I had to wait 2wks for them to get this furniture out my house, I was so furious someone needs to be held accountable for there lies and actions! I had to take furniture apart in order for my son to access the only door to my condo which put my son at risk had there been an emergency he couldn't get in or out ems would also not be able to access to him! Now 96 hours of waiting to get appointment two weeks to finally pick up furniture there charging me for a restock fee of 146$ two days missed two days of work including my husband and not one apology acknowledgment of yours company's poor ethics of what you call a business I called corporate and alls I got was customer services to take my complaint... I would not recommend family friends or co workers to do business with your company! Not in my lifetime

We purchased the Cindy Crawford Home micro suede living room set and a beautiful light finish dining room set in 2016. All of it is horribly made furniture. The finish on the dining room set peeled off just months after owning it. The chair arm handles are wobbly. We had r2g replace one chair already. A support beam in the couch broke in 2018. But the warranty had expired. I thought furniture was suppose to last longer than just two years. We are really disappointed.

We recently purchased Build-a-Bunk Gray 4 Pc Full/Futon Loft Bed Sku: 3832118P and had it delivered today. It did not come with the desk attachment in the photo which was a really big selling point for us (came with blue accessories instead of the orange that we saw on the site). After delivery today there was no desk attachment. I reached out online chat support to see if this was missing and I was informed that it was not included and was a $99 add on. At no point was this made clear that it was not included or that it was an add on VERY MISLEADING. Our only clear understanding was that the laundry basket was not included. I would like to give you the opportunity to make this right and deliver on the desk attachment as advertised on the site when we searched loft bed with desk.

Attached you will find photos of what we saw on your site from November and what currently is on your site now.

The sofa I purchased in May 2018 is already falling apart sear a d back cushions flat, cardboard inside left arm loose so makes noise. Put a complaint in with Rooms To Go they sent out a representative just got a call and was told they would not fix it, should have listened to my friends when they try to talk me out of buying anything from Rooms To Go

DO NOT BUY FURNITURE HERE - GO ANY OTHER PLACE BUT HERE...Spent a lot of time in the store picking out furniture and then getting excited about it and deciding to order. After he has our credit card put in the computer, he tells us about delivery dates. We purchased on 10/3/18; a couch, matching coffee table, sofa table and square side table, two lamps and pillows. The earliest the couch would arrive was 10/16. The coffee table and square table were to be delivered 10/23 and the sofa table wasn't available until 11/29! Our order was already in the system, and we had been looking for weeks so said okay. When the coffee table arrived, they couldn't put it together because metal was actually poured into the holes, so they left it in our garage and said we'd have to schedule a service person to come and fix it. The earliest they could come was November 13. We stayed home that day and he gets there and says, "Well, I can't fix this. There's metal poured in the holes." Really? That's what we told them back on 10/23. He says, "You'll have to call and order a new table." We call that day and they tell us since we are ordering a new table because we opted to try and fix the other one instead of replace it (that's only because we were being nice to save them the trouble of having to replace it if it could be fixed!), that now we won't get the table until December 8. From 10/23 to December 8! So the sofa table arrives on 11/29 and the guys are in and out of our place so fast. I turn around to wipe off the table and it's cracked in half. I run out to the truck before they leave and have them come back inside to take a picture. Believe me, they were highly reluctant to re-enter and said they were on a schedule. I said, "I could care less about your schedule. You just delivered me a cracked table." The guy comes back inside and says to me, "Well, what did you do? It wasn't like this when we left it." I said, "30 seconds ago? Are you kidding me? Yes, sir. You just brought it in cracked in half and I've had the table 30 seconds." He said you'll have to call customer service. Good grief. I reschedule a replacement of the sofa table and they tell me December 19! On December 8, which is a Saturday that we planned ahead weeks in advance to be home from 2-6 pm, they call and say their truck broke down and no deliveries were being made but they will deliver on Monday, December 10 at the same time, 2-6pm. Monday is a work day, so we make arrangements to be home between 2-6pm and they freakin come at 10:45 a.m. and say they are 15 minutes away! We say we can't get there for 30 minutes and they said, "Well, you'll have to reschedule. I wasn't available so they spoke to my husband who approved them coming the morning of December 11." I called back to find out what time they were going to deliver on the 11th and they said they weren't planning to deliver on the 11th because we weren't home when they came and so it was a reschedule! Are you kidding me? What kind of Three Stooges operation is this? This company is a joke! We now call them Rooms-Too-Slow! So, after I lose my cool with the girl on the phone, they put me on hold 40 minutes! I insist on talking to a manager and I'm on hold for 20 mintues more. I didn't care! I wasn't getting off that phone. I talk to the manager who tells me, "Just because they give me a timeframe doesn't guarantee they will come at that time (Wait, What?) and we have to be available the whole day! Wow, like everyone can just take a day off to sit around and wait for furniture to be delivered. Don't they realize that's a vacation day for most people? Not a sick day, but a vacation day! The manager tells me because we rescheduled - I stopped him and said "WE DIDN'T RESCHEDULE! YOU GUYS CAME AT 10:45 A.M. WHEN YOU TOLD US TO BE HOME FROM 2-6! IT'S YOUR SCREWUP!" At first they tried to tell me December 19 was the first available date, and I said "Unacceptable." We even offered to drive to the warehouse and pick it up ourselves, but it's three hours away. Then suddenly, they could make it Thursday, December 13 with both tables, like they are going out of their way to do me a favor by delivering both instead of waiting until Dec 19 for the sofa table! Woohoo! So, from walking into the store on 10/3/18, we finally have furniture on 12/13/18 - and oh, by the way, one of the tables was screwed on a little crooked. Do you think I'm going to call about that? I'm just going to live with it and be annoyed forever! IF YOU WORK AS A SALESPERSON AT THIS PLACE, GET IN YOUR CAR, TURN THE IGNITION ON AND DRIVE AWAY AND LOOK FOR ANOTHER JOB ANYWHERE BUT HERE OR COME AND WORK WITH ME FOR GOODNESS SAKE - JUST DO NOT WORK HERE! We will NEVER buy one more thing from this store. And anyone I see going into the store, I'm happy to share my experience with before they purchase! They tried to appease me with a $50 credit. Yup, that takes care of all my frustration. Just remember, no refunds! So, they have you over the coals - and RTG - or as you are now called Rooms-Too-Slow, please do not post your pathetic little - "Oh, I'm so sorry this happened" fake apology and "please get in touch with your order number and we will be happy to talk to you about it." What are you going to do now? It's done. And so are we. Everyone who works here should walk out on the same day! I went back to use the $50 credit to just get it over with and 12, count them, 12 people were sitting on couches with nothing to do, looking at their phones. One girl got up to help me make the vase purchase for $50. That ought to tell you something! Big shiny showrooms - absolutely the worst - we can't even call it customer service. It's more like customer aggravation! Please just rename your customer connection to what it is. Read the reviews. So many people have had so many issues! DO NOT BUY FROM THIS STORE!

I purchased a 3 piece sectional in 2017. They replaced the whole set in July 2018. The loveseat material is starting to split again like it did the first time. I have only had the loveseat since July this year. They will not do anything because its been past a year since I bought the original set. That set was set to have had defective material. It was replaced in July 2018 and one piece is cracked and splitting again. They warranty back to the original set only. It makes you think the replacement set is probably seconds since they won't give it the same year guarantee as when you purchase from the store.

A temperpedic mattress was purchased in september on a rooms to go credit card, that started to sag, only after 3 months and let me add it was not a cheap mattress. Had a big ordeal trying to get a tech out to look at it, tried to get time frame that was acceptable cause of my job 3 times and was told they would call me 30 minutes prior to arrival but they didnt. I finally got the tech out there and im now waiting on results. I am so frustrated with rooms to go that I will not recommend them to anyone. I am not happy at all!

I bought this beautiful set in October and I received partial furniture in November 24, 2018 the dresser was broken.
They tried again December 1, 2018 to delivery guys broke the dresser by scratching and ripping my kitchen floor and leaving scratch marks through my house.
What kind of delivery people do they hire? Again they tried delivering for the 3rd time December 7, 2018 but what happens they break it outside the house because the delivery people are on the phone or not paying attention to what they are doing. I have had enough.
I want my money back and floor fixed as soon as possible. I have been patient long enough.

I purchased a leather living room set in July, 2018. I purchased from the showroom the salesperson was excellent in helping me out. I picked out what I thought I wanted. It was Aug before I got it because of back order or out of stock. Once I received only had it a few weeks when I started noticing that it didn't look like what I saw in the store. I contacted the salesperson and she told me to contact customer service and I did. They were really nice about helping me. I went in an exchanged it for anther one this one was also leather, what a bad mistake I've only had this one about 2 months and it looks like I've had it for years. I noticed a lot of wrinkles and creases. contacted customer service about the back cushion on the recliner and they sent a tect. to my home to try to get the wrinkle out bad choice She only made it worse. I stress about this every single day. My whole living room looks bad due to this. I don't really know what to do. I really thought rooms to go was a good place to go shop for home furniture. I even recomended to a couple of friends. I really wish I had chose maybe I should have went with upholstery. I read other people complaints and some were similar to mine. I just hope I didn't waste my money in these hard time, I first went to Schewels and Furniture Mart here in Roxboro but instead I drove to Durham. Thanks hope to hear back.

In November 2010 we purchased a living room and dining room set from Rooms to Go. Six years later, the backs of the sofa cushions and sofa started to disintegrate. We are snowbirds and only use the furniture for 5 months of the year . Last year I tried sewing on fabric to cover the crumbling material, but this should not have happened. We should be compensated for the inferior materials RTG used and the work and materials required to cover the falling apart cushions.

Visited Rooms to Go in April 2018 and decided to purchase a sectional for my new place that I would be moving into in June. Set up delivery date several days after moving in. During delivery and not seen until 2 hours after they left, I noticed a tear. Called customer service immediately and they rescheduled a delivery for 2 weeks later. However, I started paying for my item in May. Made 3 payments totaling $527.28 plus their charge fee $50+. Attempted to call to pay off within my 90 days and could not get through to their office. A few days later the phone calls started. And then they started calling a friend. Interesting how I could not get through to make my payoff in time. So now, Latrice with Acceptance Now is telling me I owe $2, 000 for an $800 sectional. I asked what gave her the right to violate my confidential information that she gave to my friend in regards to my debt. The Fair Debt Collection Practices Act protects me as the consumer in giving that information out. The only purpose that she could call my friend was to get contact information. So I filed a complaint with Acceptance Now - corporate office - ticket # 0962262. I was to receive a phone call from a district manager - Hamilton within 48 hours. He called and we discussed the conversation I had with Latrice regarding giving out my protected information as well as her behavior in threatening me - to come to my work place and her obnoxious statement that she repeated 10 times - YOU VIOLATED YOUR CONTRACT and then hung up on me. All went quiet until 11/07/18 when my friend said he was receiving daily calls from Latrice. And that he had spoke to the district manager. Now I owed $1, 500 and they would settle for $450. Unbeknownst to me my friend agreed and set up a time to meet at the local store and pay $450. He went at the agreed upon time where Latrice was not there. My friend paid the $450 to a white heavy set woman who told him that my account was not settled and a receipt would be sent to me. Meanwhile while all this was happening, and I was made aware I had called the corporate office and a new ticket was filed - 0999614 I spoke with several different people and then to an Elaine - employee id 188573 who was part of the escalation team. She informed me that a regional manager by the name of Robbie would call in 48 hours - that did not happen. On November 13 the phone calls started again, I received a phone call from Hamilton the district manager. He acted as if we never spoke before. I said to him... why are you calling? He stated I am calling to resolve payment. I said to him stop playing games, that my friend had been in to the store last week and paid the settlement. I told him I had nothing further to discuss with him and that I demanded to speak with his supervisor. I called the corporate office again... spoke with Keisha - employee ID # 233587. She informed me that Elaine never escalated the issue however it would be now. So now I am waiting... waiting on the phone call from Robbie.

Resolution: $450 was paid on 11/7/18 - post it and my account is settled in full. Restitution for violating Fair Debt Collection Practices Act - not only to me but to my friend as well. Latrice and Hamilton should be reprimanded, if not fired, for their deceptive and deceitful practices.

Bought couch and loveseat set from rooms to go. Worst product ever. Cheaply made. Had to replace the couch after a few months, and yet a little over a year later, the couch is back to looking like it was from a dorm room, same with the matching loveseat. The Bonita Springs couches are cheap. DO NOT BUY THEM. The stuffing is cheap and does not hold up. The arm rests HURT and are sharp. The wood frame protrudes and is just plain uncomfortable. The cushions do not maintain firmness and within a year you will be sitting on the frame wondering - "why did I buy this crappy couch" The back cushions filling sloughs to the bottom and is misshapen all the time. You will hate the look of these couches in any room within a month... and good luck for Rooms to Go to help you out! You can go round and round with a technician to "repair it" but when it comes to stuffing not holding up and just overall cheaply built furniture. There is no saving it. I want these couches refunded in full.

My wife and I purchased a red bonded-leather sectional from rooms-to-go on SR-56 in Wesley Chapel, FL about 3 1/2 yrs ago. The sectional was very nice, but from the 4th month, the sofa started cracking and peeling its "skin" from the material. Since then it has been degrading to an embarrassing point that we no longer invited friends over because of the sofa's condition. This product was obviously defective, because this sectional is no longer available at the store or online. Attached are pictures of the sectional.
We would buy a replacement from your company, but it would have to be deeply discounted for dispensation from this defective product.

I purchased the sofa during the Labor Day Sale. I received the sofa a month later. One of the pieces was ripped on the bottom. The delivery men said they would have a new one delivered in one to two weeks. Three weeks later I called to inquire about the delay and was told that they would deliver it on November 7th. The window of time for delivery was 9-1:00, which requires time off from work and then they arrived close to 2:00 with a replacement for the wrong piece of furniture. When I called to discuss my frustration I was told that they were sorry and the correct piece should arrive on November 16th, two and a half months after I ordered it...Not at all please with the customer service.

I purchased a sectional sofa set 7/2017 asked if we wanted to add extended warranty that covered if the sofas broke or got damaged in any way, I said yes ... I was charged and under the impression that I had this warranty.. now a little over a year I'm told I only purchased a warranty for stains? NO the sales person explained what was covered and now I'm told I didn't purchase it! SUCKS because here I have a year old sofa set that I need to have fixed or replaced! I did have them come out last year and they did nothing about them.. smh FALSE ADVERTISMENT ILL NEVER PURCHASE FROM THEM AGAIN!

Date of Incident: Friday October 19, 2018
Client Number: unknown

I was given a 4-8pm delivery window. I had my mom get off work early and wait at home for the delivery. She gets a call that the delivery won't take place until 6-10pm because they were running behind. So the driver and crew didn't make the delivery until 10pm. As a consumer I felt it was disrespectful and unsafe for my mother to allow three men deliver furniture at that time of the night when I couldn't be there. My mother did make an attempt to cancel the order and got a huge amount of pushback from customer service. However, a rep advised that I can request a refund on the delivery due to the inconvenience and window not as agreed upon. My mom called the local store and talked to a Patti/Paula or whoever was taking calls around 7pm on 11/2/2018 and they didn't ask for any of my information, just asked what time they came and said if they came at that window then there is no refund. As a last recourse instead of contacting BBB and filing a complaint I decided to reach out directly to the company via this complaint site. All I want is the delivery charge to be refunded. I would also like to recommend or provide feedback that the delivery guys should have something to cover their shoes when entering a customer's home. This is the 2nd time they have stepped in mud or debris and tracked it inside my home. I look forward to hearing back from you with a favorable resolution. Thanks for your time.

On August, 26th, 2018, my wife and I ordered a king size bedroom set along with 2 of the Bed-Gear pillows from the Rooms-To-Go located on 9901 W. Broad St, Glen Allen, VA 23060 for our new home. The set came with 7 pieces but we ordered an additional piece which was a matching chest. Prior to placing the order, the sales rep that handled the account told us that we would receive the chest a few days later than the rest of the set and we were fine with that.

When the 7 piece set arrived, we noticed that there were gouges in the headboard leading to the headboard being replaced along with cracks in the rails and found defects within two of the six drawers that came with the dresser. When customer service called, we informed them of the issues and they assured us that someone would come out to our home to either replace or repair the damaged parts. When I asked about the status of our chest, we were told that the delivery date for it was scheduled nearly an entire month out.

I informed the customer service rep of what we were told by the sales agent and she apologized for the mishap and suggested that we contact the sales associate that handled the account...and that's exactly what we did. After speaking with him, he told us that it was a mishap and that the chest would arrive within another 2 weeks as opposed to a month. We weren't necessarily happy with that time frame since we were told it would be delivered a lot sooner but being that the chest was needed, we went along with it.

When the chest arrived, the bottom left side was broken and 2 of the 5 drawers were sticking to the point where one of the delivery guys had to literally yank it open. Pictures were taken. The delivery guys said that they would report the damage to their superiors as well as customer service so that they could replace the chest. Meanwhile, they suggested leaving the broken chest with us just in case we chose to use it for storage. I explained to them that the chest is mainly for my wife and that I seriously doubt she would use it but they insisted.

Later that day, I received a phone call from the Rooms-To-Go customer service department and I explained the situation to them. The rep explained to me that the soonest they could deliver another chest was two weeks. Keep in mind, this news was very upsetting especially since we had already been billed for all of the furniture. This news was especially upsetting to my wife because the chest is to be used for her clothes.

Two additional weeks later, the new chest arrived and unfortunately, it was also in awful condition. For starters, the back of the chest looks like it was dragged across concrete. Secondly, the backing of the chest is warped on both sides. One of the drawers has a chip in it and to top things off, there's a huge scratch on the top of it which leads me to believe that no one is inspecting the furniture before it is packaged and delivered which is absolutely ridiculous. I have taken several pictures of the damage and so have the delivery people. I actually watched both chests being taken out of the box so the fact that both chests managed to leave the factory in that condition is mind boggling.

What is even more ridiculous is that I received a phone call that day (10/23/18) from customer service. I explained to the customer service rep that I was in the process of leaving the house to pick up my kids from school and asked if she could call back after giving her a quick description of the damage. She told me that she would give me a call either within an hour or the following day. Well today is October 29th, 2018, and I have yet to hear from her or anyone from that department.

Keep in mind that I have lost quite a bit of time from work because of this and also keep in mind that this is a piece of furniture that we were supposed to have received back in the middle of September. We are now heading into November and my wife and I have yet to receive the chest that we have already begun paying for. With that being said...this is absolutely unacceptable. This is our first time doing business with Rooms-To-Go and we already have a laundry list of issues we've encountered.

-Misleading salesman
-Factory defect w/headboard
-Cracked side rails
-Factory defect w/drawers for dresser
-Chest delivered w/crushed base and sticking drawers
-Second chest delivered w/scarred top, scuffed back and warped backing
-Customer Services failure to follow up
-Nearly a two month wait for a single piece of furniture

The sad part is, we even considered buying a dining room set from you as well but after this, how could we?

The reason I am writing to you today is because I'm hoping that someone on the other end has a heart and is willing to make this right because this is simply bad business. Being perfectly honest here...the chest should be on the house especially after missing as much work as I have had to due to meeting with repairmen multiple times along with additional delivery dates that ended up being a total waste of time...not to mention the amount of time that my wife has waited just to be able to store the rest of her clothes. We just closed on our new home this past August and this is certainly not how we had planned to spend our time.

In short, we would like to continue to do business with Rooms-To-Go but something has got to give. Below are some of pictures of the damage. Once again, I hope that we can find a resolution so that we can move forward and continue to do business with your company, but at this point, a mere refund just wouldn't do. You will find my address and contact information below.

Sincerely,

Alex Ayala III (Home Owner)

8443 Newbys Mill Drive
Chesterfield, VA 23832
Tel: [protected]
Email: [protected]@gmail.com