Rooms To Go
reviews and complaints

I bought a couch a little over a year ago and it is fading very badly. The technician came to look at it and took some pictures. Today i called the service center back and they said they aren't going to do anything for me because my warranty ran out! They are claiming it's from usage in the home. Who uses a couch for a year and it fades to the extreme that this couch has faded? I am extremely upset and will be complaining to the Better Business Bureau. I didn't pay my hard earned money to have to replace a couch in one years time! This is ridiculous!

I put a canopy bed set on layaway and when it was time to get it off I was informed that the bed set had been discontinued so I got another canopy bed of course more money I was informed that the bed wouldn't be in for another two weeks when it was close for the two weeks I was then told that the mattresses had been discontinued so I had to go back and pick out another mattress set so when the furniture was delivered they could not put the bed together because they did not bring the foot piece oh and the mattress set I got for my sons room did not have the bottom piece when I purchased it I was not informed that it was just the mattress and not the bunny board so I had to go back again to purchase a hunky board they then wanted to schedule me a week out well ma'am I am now out of two beds because I had already thrown my sons mattress out that day because they were delivering so a week is not acceptable so they schedule me for the next day but I have to sit at home all day until they show up for the second time so they come the next day at 8 pm no phone call like I requested twice they put everything together but guess what they have to come back because they don't have the pieces to connect the canopy so now they have to come back a third time and I will have to sit st home until they decide to show up this is really a inconvenience

Order #22980851EX I must begin by stating when i first received my furmiture, the couch arm was crushed and broken and the loveseat had scratches. Now, rooms to go redelivered both a new couch and loveseat, and everthing went fine for about a month or so, Then, I noticed the leather rubbed off of the couch arm and the loveseat arm areea. I called and the sent a technician out. The tech sprayed it with some sort of dying chemical. Now, when it dried it did not match the couch or the loveset. Pictures were sent to to customer service and they exchanged my furniture due to the damage that was caused by the technician. The technician sprayed way more than the area that the leather had rudded off. Room to go exchanged both pieces. The couch was fine, but the loveseat recliner wouldn't close due to way it way put together. The piece of board under the foot rest was to long. I sent pictures to them and they exchanged the loveseat. Now, this loveseat came in broke. The bar underneath was bentand the arm of the chair was bent. Now, a technician came out to look at it and stated the arm of the loveseat was broken inside and that the bar was bent. He stated in his notes it would have to be exchanged. Now, that brings us to today they brought out another loveseat. Now, this time it was completly put together. They bought it in unwrapped it and it had scratches on the back of it and in the front of it ripped the trim back on the very bottom. I contacted customer service and I was told to reselect furniture or buy it AS IS. As a comsumer I have never been told because our company can't deliver your furniture without damaging it you need to pick something different in our showroom or take it AS IS. When I purchased this furniture NEVER was i told if the furniture is delivered damaged more than 3 times you will need to reselect furniture or buy AS IS. And if you buy AS IS it voids the warranty on the both pieces because they were bought as a package. All I want it is a loveset that isnt ripped or broken. I spent alot of money for this furniture $4100.00 with the couch, loveseat, coffee table, and one end table. A technician is coming out next week to see if he can fix it. The unfortunate part if the technician can't fix it I'm to reselect furniture or buy it AS IS. As a customer of Room to Go I'm beyond angry at this whole situation. ALL I WANTED WAS A LOVESEAT THAT WASN'T RIPPED OR BROKEN, but instead had to spend my free time waiting on a delivery multiple times to get a broken or rippen piece of furniture, and spent my day on the phone with customer service angry with customer services solution to my loveseat... As to whom ever read this, reverse the situation and tell me how you woulf feel as a customer?

We bought a 2nd home in Florida, and unfortunately, my wife wanted to go purchase furniture for it at Rooms To Go. She ended up buying two full bedroom suites (King Headboard/rails, nightstands, and dressers) x 2 plus a sofa. Fortunately, we bought the rest of the furniture from other places. She bought all of this stuff the last week of June of this year (2018), and the delivery was scheduled for July 2nd, but only for part of it, as they didn't have everything. The 2nd delivery (the beds) was scheduled for 7/13/18, and we had told them that it had to be before 4p, because our son, who is living in the house had work. So, of course they were late, and he had to leave, so they were unable to deliver. My wife called and arranged to have the delivery for the first week in August, while I will be there. They called her today and said that when one of the bedroom's bed went back to the warehouse, it was delivered to someone else, and now that bed will not be available for at least 1 month. I would like them to come pick up their crap, and I'm going to go buy it from one of their competitors, who by the way have delivered all of the furniture we bought from them, within 1 week of purchase. Clearly Rooms To Go doesn't have their [censored] together, and I will NEVER EVER buy from them again.

I ordered furniture to be delivered on 07/21/2018. My husband took off of work to stay home and wait for the delivery. The time frame was to be between 10-2. The very rude rep called my husband at 1:15 pm and said the time frame for the delivery would be changed to 2-6 because the delivery driver got behind. My husband told her that he had been waiting there all day for them to come and to get a call 45 prior to them calling that they would be later is not cool. The rep told him to call customer service to make a complaint and hung up before she stated the driver will call you when he is on the way. My husband could have went to work instead home with 4 children ages 2-13. This is not fair to my family in no way. They are not able to enjoy their day and by the time someone comes it will be nighttime. My husband and I work a lot and we value the moments we get to spend with our children. How do you explain to kids that they are forced to sit in the house all day because their new beds and mattresses still have not arrived.

I have had the worse customer service with roomstogo in Webster, TX. The back office literally did not want to help me and hung up on me. Your office needs to provide training to your staff on customer appreciation. Do not come to work with a nasty attitude like you hate being there. Customers are who pays your bills and paychecks. Even if your products are market and doing well than others, with poor customer service, your customers will go elsewhere.

Go my new furniture delivered 2 weeks ago from RTG. I noticed the cup holder in the center console was scratched and informed the customer service rep who called to right after the delivery. I was advised a replacement unit will be sent immediately. It's now 2 weeks later and I have not heard a thing from them nor have I received my replacement unit.
I'M NOT HAPPY WITH THIS.

I am a cash paying customer, who order a bedroom set (without mattress) in may 2018. I had to have several bedroom set delivered due to the items was delivered broken or missing parts. Once I finally got everything completed with delivery, shortly after (3 weeks at the most) my daughter start waking up with bite marks. We are now in july and just found out the the furniture is infested with bed bugs! I called the store and they are willing to replace the bedroom set again. (after I was told this is unbelievable.) now I am about to be out of over $475 for exterminator bill that is not my fault. My house was fine until I purchased the furniture from rooms to go! I am very upset and will be call corporate

I purchased a leather sectional received it damaged and called in they replace the wade notice that the whole thing needed replacing coming loose in the stitching and contact customer service they said will have someone come out he comes and I received a call today saying replacing two pieces and the lady was rude and I asked for a supervisor none called back and after all this back and forth they should do something for the inconvenience and missed communication they have been out to my home three times and its still not resolved and I've very displeased with this transaction

We bought a sofa/bed last Wednesday. Got the delivery scheduled for yesterday, July 10th.
At the approximate time of delivery, I looked out the window and saw a truck driving up to the building. I started waiting for the driver to use the intercom so I could buzz him in. After waiting for 15 min. I went downstairs but the truck was already gone.
My husband later received a call, that delivery was not possible due to nobody available at the location. I received the same message too.
We started calling the customer service number and were on for almost 3 hours combined. We have the phone use records to prove it. After spending the impossible amount of time on hold, I left my number with callback system. I waited for 1 hour, nobody bothered to call me back. I dialed customer service number again, waited again for an ample time, left another phone number for callback service hoping I would get a call back on any of those numbers.
After being good 2 hours on hold my husband finally got someone live on the phone and they told him, that the driver did not even attempt to walk to the intercom and press the button. Instead they were calling my husband phone. Since he was tied up at work and could not answer the phone, they decided nobody was at the address and left. They had a perfectly valid address to make a delivery, they were already there but had not even tried to deliver much needed item.
My husband was told that he needs to call back sometime on Friday and schedule another delivery, which we find absolutely outrageous. When my husband requested to speak with a manager and after an endless wait, he was told that the manager was unavailable (of course), but was offered a new delivery day-next Wednesday.
The purchase was made by my parents. My dad is recovering from recent stroke and the sofa bed is a very much needed for myself and other family member if we need to spend the night there. Yesterday was a really challenging day for my parents as they were hoping to get the very much needed piece of furniture.
It that was already stone throw from their apartment, but with your very unfriendly customer service and the delivery method itself, they will be inconvenienced for another week.
The experience is highly unsatisfactory to us. But the worst part is - after giving 3 different numbers to callback service, we are still waiting to get a call back on either one. It is very inconsiderate of your customers to say the least.
I know I will make sure to use some other furniture sellers in the future.
I am going to file a formal complaint with BBB because a simple purchase of a sofa should not become such a nerve wracking and time consuming ordeal.
Hope to hear from you with a quick resolution.

Irina Shnayder
[protected]

I bought a big order including sofa, bed frame mattress, dining table, chairs, etc, I was told to pay before being able to get a print of my order, when I finally got a copy it was missing the dining table among other things, from the price I was given and that would increase the value in more then 1000, 00. I said I want to cancel then and they told me I had to come in the next day. I left work earlier to go in the next day, after make me wait more then one hour they told me they try to process but my card was not accepting, I call my bank and they confirmed nothing was wrong with the credit and they did not see any attempt of returning the money, they told me they could not do anything and I had to return again next day before 5pm so they could get technical support. I explain I would have hard time to come back next day and they told me the only alternative would be to send me a check, but that could not be done in less then 15 business days. I am very frustrated with the bad treatment, when I asked to talk with the manager they made me wait another hour and the manager just told me he could not do anything.

We purchased a living room set and with in the year the love seat was broken. They came out and told us that they would order the part. It was 90 days and they still did not have the part or come out and fix it. So finally when we complained to the upper management they said they would give us a new love seat. That took another month to receive. We just received the love seat less then a month ago and it is broken again. I do not have little children. When I called customer service they told me that there is no warranty because it was on the original purchase when I only received the love seat less than a month ago. Will never shop there again.

I am a service member overseas at the moment, but my family and I are moving to the states fairly soon and would like to look at furniture so we can have an idea or what we may want to purchase or how much certain items may cost. All of your sites block us because we are overseas. Just because we are overseas doesn't mean we want to purchase and have delivered to us, but it would be nice to at least look at products. If you don't want your product delivered overseas then put that in the check out section of the page or something.

Purchased an entire bedroom set, which was delivered with incorrect bed slats. It's been three days and the correct size slats have not been delivered, making the bed unusable. Have called customer service multiple times and have been told incorrect information each time. Today I was assured that the slats were being delivered via ups. When they didn't arrive I called customer service - who told me they'd look into tracking my delivery down. They never called back. I called customer service again and this time was told that the correct slats were never shipped at all. So I've wasted a day waiting on a delivery and it's clear that customer service has no intention of making this error right. Awful customer service! Disrespectful of a customer that spent a lot of money at your store. Totally unacceptable. You've lost a customer

On June 30th, I was not able to accept my bedroom set because my new place was not ready. I advised the delivery team of this and was told to allow 48 hours to pass before calling to reschedule. I called the customer service department on July 3rd to reschedule and was told that I would have to wait until August 15th to receive my bedroom set because the set was on back order. I immediately began to question, why I had to late until August when they just attempted a delivery on June 30th and was told that they decided that after I could not accept my delivery, they in return delivered my bedroom set to someone else! I don't understand how this could happen since I was told that I had to wait 48 hours to reschedule (which I did) and was then told that they no longer had my product (which means they delivered my set during my 48 hour waiting period). I would like for someone to contact me at [protected] to discuss my options because I cannot wait until August for my bedroom set.

My husband and I went to the Rooms to Go in Webster, Tx yesterday (June 30, 2018) and purchased a new bedroom set-7 pieces and a new temper-pedic mattress with adjustable base, and office desk. All about 6 thousand dollars worth. We were charged shipping as well and the delivery date was July 10 for only part of our order. That was fine. We had to go home and measure our dining room and come back on Sunday 7-1-18 to order the dining room table, chairs, and hutch. When we got there, our table we picked out was all of a sudden discontinued. We decided on the newer replacement that took its place. This time we were ordering the table and 6 chairs. We did not like the matching China cabinet that came with this one. Still close to a 2 thousand dollar purchase. We were offered the 3 year insurance plan which was 170.00 I believe. We agreed to get the insurance plan if they would knock off the 80 shopping charge they wanted to charge us again, which didn't make since because our first order from the previous day was to be delivered on July 10th as well. Same day. The manager came over who was a female, not sure of her name, lied to my husband and I two times while sitting with us and was not willing to take the 80 dollars shipping charge off the second order, even though it was coming the same day as the first order. My husband cancelled our second order and walked out. Obviously the manager was willing to lose a 2 thousand dollar sale over 80 dollars. I could tell the sales associate was upset at her actions probably costing him his commission on the sale. We will not be doing business with Rooms to Go again unless this issue can be resolved by the corporate office.

I have been a customer of Rooms to Go for many years and have spent a lot of money there. But they have lost a customer today. I bought new living room furniture the first part of the year. When it was delivered, the coffee table was broken. They said the only tables they had in stock were already spoken for and I would have to wait until June before it could be replaced. Since then, I have had this broken table which has to be propped up against the couch to keep it from collapsing (very inconvenient). The new table was supposed to be delivered today and I was given the time frame of 9 to 1. I arranged my schedule so I could be sure to be home during that frame time. I got a call this morning and was told the truck was broke down and I would get another call when the truck was up and running. I got the second call and Lydia from Customer Service said the truck was now running but my time frame was now from 12 to 4. I told her that I could not stay home all day waiting for a delivery. I work during the week and only have the weekends to get my errands done. I had already arranged my time to accommodate the first time frame. Lydia had a very nasty attitude and kept trying to talk all over me when I told her this. I was pretty much told to "suck up and deal with it". She told me that they only gave time frames as an estimate and that their deliveries can occur anywhere between 7 am to 10 pm. I had to schedule for July 28th - time frame yet to be determined at the discretion of RTG. I called the store in Durham where we originally purchased the furniture and talked with a manager, Latoya - hoping she could step in and help us get our furniture delivered timely especially since we have had to deal with broken furniture for months. She was just as useless as Lydia so now it will be a waiting game until I can get this table replaced. I would gladly go pick up the new table but RTG will not let you pick up furniture so they can charge you a delivery fee. Truthfully, management should offer to make arrangements to replace this table as a special delivery since they delivered damaged goods to begin with. I should not have to keep rearranging my schedule to accommodate RTG. Latoya said there was nothing she could do but I am sure there is something management can do to provide better customer service when it comes to deliveries. But I guess they rather lose customers. . .

I took a screen shot on my phone a while back of a bedroom set that I wanted but I was waiting for it to go on sale. Now you are having a "hottest deals of the summer" sale. You have the bed set marked on "sale"... But the price is literally $11 cheaper for the exact same set and the matching items for the room aren't even on sale. Is this the norm for your company? Because that "sale" wouldn't even cover the gas to get to and from the brick and mortar store. I'm not impressed. I hope nobody falls for this horrible sales tactic.

I purchased an adjustable bedframe from rooms to go and it was delivered on May18th. Within a couple weeks we started noticing red bites on our arms and face and legs. Then one night about 3am I found 2 bugs and I caught them and looked them up. Turned out to be bedbugs. I immediately called rooms to go in which we were told it wasnt there problem.

I submitted an order on June 6th, through the Internet, for Rooms to Go, for a desk, book case, and tv stand. When submitting the order it said 7-10 business days. I contacted customer service for a delivery date, which I was told I could not get any tracking information, since these items were coming from a different outside vendor. One order was finally delivered damaged, but the desk and bookcase did not arrive since it was on a different order. After 15 business days and numerous calls and email, Rooms to Go could not give me any information related to the order. I have a home office and recently purchased a home and needed these items in place to start working. Needless to say, I cancelled the order this morning and purchased the office furniture from another vendor. Rooms to Go internet sales has been the worse vendor I have ever dealt with. Because of this experience I will never shop Rooms to Go store or online!