Rooms To Go
reviews and complaints

I bought a mattress almost a month ago, but the mattress is very hard and it hurts my lower back. I hate it!
The manager and the customer service department are not willing to help me. They are sending a technician to check it when there is nothing wrong with the mattress, it is just a hard mattress, and I don't have another $1, 000 to go and buy another one.
Terrible customer service!

Don't buy a mattress from Rooms to go.

Rooms To Go is the sorriest furniture company I have ever dealt with. I ordered two beds one on back order for a month and a half but I said it's ok I like the bed I'm willing to wait. My sons bed gets delivered the delivery guys smack my sons TV when putting the bed together. I go to the local store to make the complaint same day, I get a call from some agent the next day who sounds annoyed to even be making the call. She then proceedes to ask me am I sure my son didn't break it. I get an email address where I'm told to send my statement and pics I do as such. Three weeks no email no response I have to call them for a follow up only to be told someone will get in touch with you. Days later an agent calls and says " yes it's been decided we're not responsible for the damages any other concerns call customer service" Rooms To Go I'm done with you and will be in my local store to ensure my order is canceled and plans are made to come pick this bed back up.

Purchased bed set that was delivered and installed incorrectly. Cannot sleep on the bed and am forced to sleep on my couch.
I purchased a bed set from rooms to go on July 8th at the Norcross location. The set was delivered on July 11th to my residence in Tucker, GA. I was informed that the delivery fee of approx. $140 included installation. With that, the representatives that delivered the bed set also put together and installed the set. I was not allowed the opportunity to test the bed before they rushed of my apartment.

I later received a text message from one of the gentleman that very poorly installed my bed set asking if I was single, which was very inappropriate. That night when I was getting ready for bed, I noticed a very loud squeaking noise as a result of my every move. This was very frustrating that night. The next day i removed the mattress and noticed impurities in the parts that were screwed together. The wood was hanging off of the frame of the bed and was not secure in any way.

The screws appeared to be stripped and not in the correct place. I then reached out to the gentleman that originally contacted me to explain the issues I was having with the bed set to which I received no response, likely because I did not respond to his original text message asking if I was single. I then felt as if there was nothing that I can do so I tried to sleep on the bed for a few weeks to see if the noise would go away.

I more recently felt as if set was not secure enough to sleep on so I have been sleeping on my couch. I can no longer sleep on my couch and I would like to see if you all can help resolve my issue with Rooms to Go.

On Friday, August 31, 2018, I had a recliner (which is not a part of this complaint) and a twin size bunk bed with stairs and dresser delivered. The delivery people were absolutely horrible. When they brought the recliner upstairs, I asked was the bed put together. I was told yes. I went upstairs to look at the bed, and to my surprise the railing to the bed was loose. I immediately told the delivery person, who said he would let the other guy know. I waited from them to come upstairs and finally went downstairs to see what had happened, and I was shocked to see they had left. I signed nothing and immediately, contacted Rooms to Go in Kennesaw, Georgia. I informed the store about the railing not being attached as well as holes in the bed and a door found under the bed. I was connected to customer service and directed to take pictures and email them to [protected]@roomstogo.com. For some reason, the pictures did not go through. I contacted the Kennesaw store again and was asked how I got an agent in Perimeter Mall when I purchased the furniture from Kennesaw. I was given [protected]@roomstogo email address and attempted to send the pictures again, but this failed too. I contacted the store on Saturday and spoke with Dave who instructed me to send the pictures to [protected]@roomstogo.com. Again the pictures did not go through. Today, I went to the Kennesaw store and spoke with Dave to show him the pictures that continually seem to fail in the email process. I was disgusted with him as well. He first informs me that Customer Services is closed to today and he would have to wait until he spoke with them. He also stated to me that I had the furniture delivered on Labor Day weekend. I informed him that I did not. That was the date the store had given me. He went on to say well it is Labor Day weekend and there was nothing more he could do for me. He told me that I would have to wait to be contacted at my home number. I told him that would be impossible because I am a teacher and do not get home before 6 pm. He told me to call then, because they don't close until 8.

I am very disgusted with the service that RoomsToGo has provided me. It is not my fault it is a holiday weekend and that your delivery people were rude and unable to do the job you hired them to do. Furthermore, to be treated the way Dave talked to me in the store was inappropriate and definitely not good customer relations.

At this point, I am looking for a refund. I like the bedroom set (which is why I purchased it for my grandchildren). But the bed is unsafe, parts are missing and I am not clear as to when, if ever, this things will be corrected.

To state the problems again:
Rail to stairs loose
Door to storage area found underneath the bed
Panel but in backwards at top of bed
Holes in railing and side panels
Holes in dresser with no parts to cover

Please email me as to how we are going to resolve these issues. [protected]@msn.com
Or contact me on my cellphone [protected].

Pat Gibson

I bought a queen mattress. Was given a ridiculous time frame for delivery 7am-12pm. Doing deliveries at 7am is absolutely ridiculous. Kids are in school, people are still sleeping. Early mornings don't work for everyone. You can't choose a time frame that works for you & if you change the time given to you, you have to wait at least 2 days from original delivery date to be able to schedule a new delivery for at least an additional 2 days out with no clue if that time frame will be better or the same! So let me wait over a week to try to reschedule the nonsense time I was given to not even know if it'll be a better time. So I had to take a day off from work to empty my room & move all the furniture out before & put it back after. After multiple complaints of a 7am delivery, luckily they didn't show up until almost 9am & I still wasn't completely ready. Not to mention spending $1K on a mattress and still being charged $100 for delivery!
They put the bed frame together so sloppily & rushed, it collapsed twice & had to be rebuilt. I was then asked when my headboard & footboard were being delivered. When I told them I wasn't getting a bed delivered he said that doesn't make sense. The bed frame I was given is only a temporary frame that Rooms to Go gives to customers for FREE until their full bed (headboard, footboard, rails) is delivered. The full bed comes with a "real bed frame." Problem with this is that Rooms to Go did NOT give me this temporary bed frame. I actually paid an extra $60 for what I was told was a regular bed frame, not a temporary never meant to be a permanent frame to hold my bed longterm!
Now to make matters worse, they put the bed frame in backwards. The super sharp dangerous metal plate on the ends of the bed frame intended to be screwed into a headboard is at the foot of the bed, fully exposed! My 3 year old has already bashed his legs and face multiple times & now cut his leg open! So I had to put pillow filler in a piece of fabric and use a rubber band to cover it which looks ridiculous, cheap & trashy. I've looked for rubber guards to put over it but realized they only sell covers for the other end. In searching for covers I saw video after video, picture after picture showing my bed frame is backwards. The end that should be safely up against a wall is the part exposed to everyone walking by! My mom & I tried to pull the mattress & box spring off so we can attempt to spin the frame around but...there's a reason we had these items delivered to begin with. Our back problems & other medical conditions make this an almost impossible task on top of having a toddler running thru trying to 'help.' I paid $100 to have these items delivered, assembled CORRECTLY & set up, the right way. Not to have to try to do it all again myself.
I tried to call customer service because someone needs to come out here immediately to either spin the frame around or take everything apart & reassemble it. But, of course, they're closed at 3pm on a Sunday when they do Sunday deliveries?! So, instead, I'm coming here to maybe get their attention. I will be calling tomorrow although it's Labor Day & they'll probably be closed again. I will call again on Tuesday & every day if needed until they come fix this & make it right. I expect them to come out free of charge, to credit me back for the $100 delivery fee I already paid considering I had to miss an entire day of work for it & they did it all wrong. And I also expect to be refunded for the 'temporary' frame I was given that others are given for free.
I've purchased from Rooms to Go in the past & was always very happy with the experience. This time, disappointed is such a complete understatement. All I know is, I need them to rectify this situation right away. It's dangerous how this sharp metal plate is exposed! Hopefully they do the right thing & get it fixed.

First, I am highly upset that I waited around for my 1-5pm appointment to get a call at 4:30pm to tell me that the delivery window changed to 4-7pm. When the delivery guys arrived, it was more upsetting that they was not able to assemble my son's new bed because of missing hardware. The driver was rude and disrespectful in my house, which I did not appreciate. Now my wife and I have to have my son's room cluttered with furniture not put together and find an alternative way for our son to have a bed to sleep in. This is the worst customer service experience that we have received and a major inconvenience to our day.

My experience in store with rooms to go was excellent. The employee was very helpful and answered each one of our questions. The delivery service, whatever it is, seems to have poor regulations and whoever something goes wrong, customer service doesn't know what to do. I had a delivery for a bunk bed for August 29th 1PM-5PM. Mind you I've been waiting all week for it so I had my whole room prepare and even called the day off of work.

1PM rolls around and I suddenly receive a voicemail saying the delivery person when to my came and no one was there, so I would have to reschedule. Of course, this is untrue, there wasn't a single knock at our door nor was the doorbell rung. I even had family members arriving home at the time so it's not as if we wouldn't have seen him. We have a guard shack at the front of our apartment complex, where everyone who enters has to sign in. Turns out the delivery driver comes into the complex, and immediately turns around without attempting to come to our door.
I call customer service and the woman calls the dispatcher, who says the delivery driver was "too far away" now as if delivery hours weren't scheduled to 5PM. Unless the bed I purchased is located in a warehouse in another state, there's no way he couldn't have come back. So he end result is I have to schedule my delivery another week later than I was supposed to receive my bed with no compensation whatsoever. I sincerely hope that things go smoothly next week, otherwise I'm simply not shopping here anymore.

I purchase furniture and a bed bunk room for a total of $6k+ Rooms to Go determine the date for us because it was the earliest they can come and deliver (07/14/2018). The delivery window provided at the point of purchase was between 7am and 5pm and everything was ok until they started having problems setting two tables that we purchased with the furniture (Delivery guys did not know how to set the tables!) my wife told them to take them back since she noticed they were just having a lot of difficulties setting them and she also noticed they were taking too much space so they stop, then when they started setting up the bed bunk room they noticed they had incomplete parts and of course the job was incomplete, what I complain about is the inexperience handling things and not being prepare, then they lie to us in our face because they told us not to worried that they will request for the missing parts so we can get them via mail in 2 days and for us to call back so they can come the next day and complete the Job a situation that never happened. The parts took a week and a half and then when we call to set the appointment it took another week and not only that………When they came the second time to complete the job they noticed they ordered the wrong parts! Unbelievable; this time we were already irritated so we make sure they confirm to us the parts will be here in 2 days since they started with the same talk they give us before and he took the time to call and guess what, again, they lie to us in front of our face, the missing parts took another week and if it wasn't for us calling customer service and requesting for a supervisor and following up every day this will be in a worst situation!
Now this is not the only thing we are irritated for.
When we call the customer service department they took 46 min to answer, it took me another 23min to get a supervisor and once I got her what they offer us was a reimbursement of half of the delivery charge and a store credit for $120 but because I fight for it for the inconvenience, she told me she will follow up with my case until is accomplished and we believed her, a week passed and nothing so I call back and by this time it is already 08/17/18 when we purchased everything in 07/14/18……so I called customer service to try another supervisor, this representative placed me in multiple hold with a total of 48min just to get a supervisor, I had a weeding the next day so I was busy so I asked if she can call ma back once she had one supervisor available or resolution and she told me that it was not an option that she can't do that and in top of that with a tone she told me that she already told me that rooms to go will not give me more store credit that they already game me one. ( I purchased a living room and a bed bunk room with a total of $6k+) can you believe it! I hung up the line and told her I will call back for her to notate everything since she told me the last supervisor did not specify my situation.
Another thing before I forget! The delivery guys returned the 2 tables we purchased for the furniture and told the office that we did not wanted and with no reason provided when we told then it's because after 2 hrs. they were unable to set them up and we were already dissatisfied with the product all scratch and oiled but anyhow, I will continue elaborating specifics in order for this to stop.

I decided to send an Email and I even added Jeff Seaman ; Steve Buckley ; [protected]@dcthorpe.com; [protected]@jcpenney.com; [protected]@malibu-designs.com so they really take in consideration my case and I told them that if they do not take ownership I will go viral and send multiple complains and take action via social media, television, etc. and they send my case to the same supervisor that was helping me before Cynthia Chisum, after 2 days she decided to reply, I send another email requesting another credit and a 25% discount on just the bed bunk and rooms to go came back telling me they will not and that they will only reimbursed the full delivery charge and that if I don't like it that I can return all the it will be fine! Can you believe it!

I am tired and my wife feels even worst, my was sleeping with us all this time, family visited home and some sleep in the furniture, we lost days of PTO 3 times time that we will not recuperate, spend time calling and sending Emails so they can be accountable and in top of our case and it just a nightmare!

We waited for them to complete the job just today after a month in a half, of course we are highly dissatisfied for all the inconvenience, our mistake was not reviewing the complaint section along not comparing other companies before taking Rooms to go in consideration an purchasing almost $7k with this company. We really would appreciate if the assistant president Nannette O or Lourdes C or even if the CEO Jeff Seasons really take my case in consideration to make the difference and change their delivery strategy instead of ignoring that the delivery department along their customer service line, will cause then a financial and reputational damage!

I purchased a reclining leather sofa and love seat from Rooms to Go in Columbia SC in January 2016.
I stopped by the store and showed the sales person Jasmine the pictures that showed the leather where you put your head in pink (completely faded)
He gave me the number to call and I did so, since I had purchased the 3 year extended warranty, but the person on the phone said it only covered spills. So I would have to buy another but it is discontinued.

Needles to say I will never buy anything else from them since I paid 2112.15 for and they don't even honor their entended warranty

Trying to get a status on the delivery of our mattress. The mattress was suppose to be delivered on Saturday (Aug 18). The apartment complex wouldn't provide the apartment keys until noon. Called Roomstogo and they said they would contact dispatch. In the mean time, Roomstogo did not deliver the mattress and they have my account locked for 48 hours. 72 hours later my account is still locked and I still can't get a status on my account. Please someone unlock my account and provide a status. TIRED OF SLEEPING ON THE FLOOR!

Terrible customer service. I was told by salesperson i would be receiving a call letting me know a time frame of when the furniture i purchased would be delivered. Delivery driver showed up without any notice no one was home they refused to wait or deliver later in the day. Contacted store and customer service they refused to help. I was told by manager Judy i should of called to get a time frame and that they only do that as a courtesy. Even though sales person Nick told me and my husband we would get a call. I will never purchase from Rooms to Go again and i cancelled my order and purchased from another furniture place with much better customer service.

Went in store and picked out a beautiful sectional couch. The problem came with delivery. I was scheduled for Friday the 17th the 2 to 6pm time window. I received a call saying the delivery driver was running behind and my time was pushed back to the 6 to 10 time. Nobody ever called back or showed up with my furniture. The next morning, I called customer service who put me through to delivery dispatch. The guy reassured me my time window would be from 7 to 11 am Monday, and I'd be the first stop. Fast forward to Monday morning, nobody showed, again. I called customer care and somebody moved my time window from 7 to 11 am to a 6 to 10 pm window without notifying me. Mind you I do work. What made me livid was I was only offered a refund of $45.00 and a customer care team that doesn't care if I receive my order or not. I will definitely advise people to not do business with Rooms to Go. I definitely recommend IKEA, Wayfair, or any other furniture store to save people the stress I've had to go through.

Called in 2 moths after the warranty was out, The chairs been had an issue just didnt have time to call, so when I did they sent out one Tech he did not complete the job. Stated it was completed, They sent out another Tech and stated he completed the job. Called in spoke with a supervisor she tells me it was a Comp Tech and he only tries to repair it. Well I be why did the customer service agent tell me the issue was resolved. The customer service is horrible. This is not the First time I Have purchased something from Rooms to Go and it has not lasted more that a year. I tried to give them another try and they have once failed me again. My money can be spent anywhere and it will be spent with people who respect me.

I was scheduled to receive a delivery on Thursday August 16, 2018. I did have to request the day off for this delivery. I received a voice mail on Thursday that morning saying that the delivery men made an attempt to deliver and no one answered my door.

I did call back with in minutes after the phone message and did speak to customer service letting them know I had stepped in to the shower when the message was left.
I did explain that I know that delivery men did not make an attempt because Maintenance was outside on my breeze way the entire morning and they said no one ever approached my door. Also when someone comes to my door my dogs barks and I also have cameras facing my door.

This has been very inconvenient for me, since I missed a day of work for this delivery.
I am a single mom that is slowly getting back on my feet after a long battle of illness. I managed to go back to work this month and now Im having to miss work for a delivery that was never attempted.

I am a loyal customer to rooms to go and would like to continue being a satisfied and loyal customer, but when delivery staff makes it inconvenient for a customer it makes it hard to refer and want to continue being a customer.

Please let me know how this issue can be resolved. Thank You.

One of your trucks was coming down 1413 and turn real fast on 490 I thought the truck was going to turn over he made that turned very very fast. It was truck #3 on it. He was making a delivering on 4903 there a speed limit sign on 490 30 mph even after he made that turn he was driving way to fast. I just thought you all should know. My name is Margaret Allmand 74 CR 490 Dayton Texas [protected]. Call me if what too.

We purchased kids furniture from Rooms To Go & after an almost 3K purchase we left the store happy & very surprised until we received a message regarding the delivery. I advised the sales rep that we would need delivery done in the afternoon since no one is available in the morning to accept the furniture. RTG went through great lengths to make the sale but had total disregard for the customer afterwards. I made several calls to customer service to try to schedule something later & was advised that there was nothing they could do & would need to reschedule delivery if the time given did not work. This will be the last time I make a purchase @ RTG & will make sure to spread the word. RTG is bad for customer service & integrity

My husband and I purchased a love seat, sofa and ottoman on July 28, 2018 . When we made the purchase we explained that we would need the furniture ASAP. We were ensured that we would have it on August 1st, after not hearing anything I called and found out that our date had been canceled and not rescheduled. After several calls and very rude management, we we told it would be here on August 3rd. I called today ( August 3rd ) and was told it would be delivered on August 6.
We will be canceling our order. I really expected better service from Rooms to Go.

I had my sectional couch delivered yesterday.. it is a sectional that has 7 pieces and hooks up underneath.. The delivery guys put the pieces together but were unwilling to hook them up. I asked them if they could please hook them and he answered very rudely .. I told him I did not like him talking to me like that.. They said they hooked the pieces but as I pull them they would come apart easily, so I had to recheck the pieces, one of them would not hook underneath to the next one and he did not want to help me. He said that happens, some pieces are like that and to call a technician to come check it without even trying to do anything! Bad attitude ...
On top of that, it was raining and they didnt use any liners for the floor to bring in furniture, walked with their wet shoes all over my carpet..
They asked me to sign something and I asked what I was signing because the screen just showed the space to sign but no information, he said "Just sign", and I said What am I signing? It doesnt say anything on the screen!, he replied Just sign in the space,
There were no letters on the screen! One has the right to ask what is it that one is signing!
Overall the delivery experience was not pleasant, one of the pieces does not hook well and now I have to call a technician, set up an appt, etc etc etc...
I dont think I m buying anything else here ever so that I dont have to deal with rude people delivering.

Purchased a couch 2 years ago, barely sat on and pull out bed only used about 5 times and the whole couch is slanting towards the floor. The cushions are like new, there is something defective in the bed and the company will not do anything for us. For 600.00 this couch should have lasted more than 2 years, the least they could do is come look at it and try to fix it!

My husband and I spent almost $3, 000 on bedroom and living room furniture nearly 2 months ago. We were married on May 11th of 2018 and we purchased the furniture maybe two weeks after our wedding date. As my husband and I are newlyweds, we quickly discovered that his apartment would not be enough space for us. We quickly put in our notice and decided to move out by the end of July 2018. While moving, we discovered mold on bottom of our mattress. We purchased The Cool Bed Memory Foam Mattresses with the new gel technology. Once we discovered this, we quickly contacted rooms to go. We were then told that there was nothing Rooms to Go could do because the mattress was not delivered with mold. We have another set of mattresses in our spare room that my husband has had for years now, and that mattress is fine. Rooms to Go refuses to refund us money or exchange the mattress. This is heartbreaking as my husband and I financed the furniture, we cannot return any of the furniture, and we cannot refuse to pay the credit card bill because we are in the process of trying to purchase a home. I suffer with a rare blood disorder called TTP which can be deadly, and there is not enough research to explain to TTP patients what can trigger a relapse. I do not know what to do.