Rooms To Go
Reviews and Complaints

In January of this year, I purchased a set of queen size bedrooms to be delivered on March 8th since my husband wouldn't be home all that time, when they delivered the bedroom set, the dresser was broken, then they brought me the wrong size. That same day they contacted me to make a reschedule to make delivery of the replacement of the dresser and bring me the correct size of bed.

I also told him that they have to adjust the price of the bedroom since they are charging me for a king bed and I asked for a queen. From Friday the 8th the manager on duty told me that she would call me back to tell me about the price adjustment and she never did, I waited on Monday and called and spoke to another manager on duty and he told me that he is going to send me the correction by email, I never received it, The next day I called back in the morning and they told me the same thing again and they never sent it, I called after lunch the same day and they keep saying they are going to send it and they haven't done anything

I was told the furniture I wanted was discontinued and no longer available. bought a living room set I settled on and hate because I was told is the only non-motorized reclining set they have. the set I want, asked for repeatedly is in stock and available online. called my store and they will not allow to me exchange it. called customer service, corporate twice, they told me it's up the store's discretion, but since I was misled, they should allow me to exchange it. The manager refused and also refused to tell me the name of the manager she asked. (website required I remove all capitalized letters to submit)

I wanted to share a very pathetic and frustrating experience I ever had with the furniture I bought. I am almost spending a month running behind to get what I need and solve my issue. 4-5 times call with Customer service teams spending more than 30 minutes each time, 7-8 times visit to the store and in the end the problem is not solved.

I kindly request you to take care of my situation. Below is the history of my purchase.

Order # [protected] - On Apr 27th - Got Sofa & Rug

- I had issues with Rug. Called Customer service, they came looked at and said since that is a manufacturer issue, they need to reselect. For reselect it looks like I need to purchase a higher or equal value item than the amount i spend for Rug.

Order # [protected] - On Dec 23rd - Upon searching for so long Ordered Monroe heights Bed and used the reselect amount from above for purchase and paid extra.

- In the set whatever the night stand they delivered had issue where the drawers were not fixing in the panel properly. So again called customer support, they came, checked and said that we need to look for a replacement. Again called customer support and asked for replacement. They said product got discontinued and need to reselect. Within 2 weeks of delivery product got discontinued.

In this case I just can't reselect the night stand, since it wont match with Bed room sets. I had to look for the entire set replacement. Whatever I looked should be equal or higher value for replacement. Whatever I liked was more price than what I got and i will not be able to afford that much money.

On Feb 16th, I made an order for the same bed, with a near matching night stand and added an accent cabinet to fill in the price since this time the same bed which I got price is almost lower by almost 400$. I finalized, paid the difference amount in the order, came back home and exactly 2 days before delivery, they called and said the order is killed because I cannot choose the same bed on reselect.

Again on Feb 25th, i went, I cancelled the bed but kept the night stand which is near matching and added accent cabinet. Store did do the price match. But today again they called and said the order is killed because they can't do price match on reselect items.

I wrote to CEO about this and someone from CEO office also called and said it's store's decision and they can't interfere. But store is telling, corporate is the one who is not approving. Both are doing blame game.

I am literally frustrated and very worst experience ever. Are the products issue is my fault? Since we don't have the option to get money back as well do we need to end up with what we don't like?

Store is fulfilling and sending us back, waiting for the furniture, Corporate is cancelling it! Why sell a product which gets discontinued in a week?

Kindly help me in getting my issues resolved.

I have not written a personal complaint on anyone in more than 15 years, with any company. So, for me to be at this point, is absolutely necessary. I feel so disrespected and was treated so poorly by a male named Ashley in customer service. I was in good spirits when I called and was simply making a call to follow up on defective pillows. There's no rush on my end but I wanted to ensure that they were going to be here or that they were mailed out. It was requested on Feb 13, 2024, So, it would common for anyone to follow up being that it's been 2 weeks now. I contacted the Leesburg Rooms to go office at [protected], however, i was routed to service instead of the store; which I didn't mind. This was at 6:42pm Eastern Time. I really hope that the calls are reported because I absolutely want this call to be listened to. This employee should never ever have the chance to hurt another customer. I'm a business owner and understand how important customer service is. I purchased over $10k with rooms to go in the last few months at the Leesburg store and Ocala store; there's no way I should ever feel unvalued and disrespected. Ashley, informed me that the pillows were mailed on 2/14/24 and that it usually takes 3-5 days for it be sent. I said well, we are at two weeks now. He said that it could take longer since it's coming from the manufacturer. I said, okay, no problem. How long should I wait before we get more answers on when it should arrive. He went on to say that it could take up to 90 days. I said well, that would be too long for pillows; is there anything you can do to look up the order to see where its at in the stage of being mailed? Well, he refused and kept repeating the same thing to me over an over; very aggressively I might add. I said, I'm not sure why you are speaking to me like this but I would like to speak to someone else at this point. His voice got louder and louder and he just started yelling and saying that he wasn't getting a manager and that one isn't available. He also asked why I needed a manager and then proceeded to call my retarded! He left me on hold for 5 minutes and no manager very came to the phone. When he called me retarded, I was extremely offended as I'm with Special children everyday. How dare any one speak to a customer this way. It was absolutely shameful. I eventually hung up and called back, I pressed 0 and it routed me to the leesburg store where I spoke to Tammy. Tammy heard my concerns and filed a report in her database. She also told me that I could call the next day and speak to Perry, the manager. I informed her that I would. I need someone to please listen to this call and make sure that no client would have to encounter this person.

I purchased my sofa from rooms to go in 2020. We continually had issues with the recounting part of the sofa constantly breaking. After about two years and several replacements of the parts, Rooms to go replaced our sofa. The sofas structural seam began to tear after about a year of having the sofa along with the leather cracking and peeling. We contacted rooms to go to have a technician look at it. They stated that Fortegra should cover the claim because of the seam that was damaged was not a regular seam but a structural one, the sofa also has begun peeling and cracking. We had multiple technicians come to our home for them to tell us the same thing but then the insurance would deny it. When I contacted customer service they practically told me they are unable to help me. For the cost of the leather sofa, I would expect the item to last several years and the insurance will not cover anything.

this came with manufacturer warranty and I bought extended 3 yr warranty 3 Year Furniture Protection Plan

I filed multiple tickets over and over see tickets... never has this been resolved... now part of the sectional is sinking /worn/discolored / never scotch carded as promised and the fabric is starting to fray! I have not even been home and or has anyone used the sofa for 2 of the years as I was sick and had to stay else where. this is very negligent and I always get the run around and transferred to no one who will help! this was all paid is full by me, I need some kind of replacement and or compensation for awful and unsafe furniture

Largo Drive Gray 2 Pc Sectional

1026154P

and

Charlaine Silver Cocktail Table

[protected]

this came with manufacturer warranty and I bought extended 3 yr warranty 3 Year Furniture Protection Plan

I filed multiple tickets over and over see tickets

Ticket #207037 march 30 2021

Ticket #207026 feb 19/2021

Ticket #205310 feb 12/ 2021

Ticket #196512 jan 11/2021

Purchase a recliner 2 years ago and the control cup hold is not working. I call in to have them send me replacement and the 1 they sent to me was wrong.one I then call again to open new order for the correct . See attachment. The silver one is the one that came with recliner the black is the they in the first order which is wrong. which I open on Jan 19. They keep saying they are waiting to hear back from the parts department. It should not 2 ½ weeks to see of they have the part or not. I also have already paid for correct one which I have not received

My cocktail table has fallen apart twice guardian protection has approved replacement of this table, which I am pleased with however, both guardian and Rooms To Go tell me I can only replace it with exactly the same table. This table has been a safety issue due to design and I will not have another in the house with the kids. My request is that they allow me to select a different table if there’s an additional up chart I’ll be happy to pay it but at this point I can’t even get anyone to return, my calls I have emailed all the information to the tell us email two days ago, but have not gotten any response.

Purchased the Cindy Crawford Palm Springs sectional just over 1 yr ago with warranty. Loud cracking, popping of springs and frame and corners sinking down. Cushions need constant fluffing and have lost so much of their feathers thru the fabric that we have had to purchase batting and foam to refill them. Tried to file claim ref springs sagging and was denied for cushion flattening not covered but inspector stated the creaking, popping and cracking sounds are common to this model? Very disappointed with this high dollar investment and handling of claims as we see these issues are not isolated to our sectional. Respectfully request a suitable resolution.

I have purchased thousands of dollars with your furniture store. I puchased a four rooms of furniture in November of 2023. They were delivered on December 21, 2023. When they delivered I had to return the couch because it was dirty and the dining room set because the chairs were not the chairs I picked out. The orders were under two different phone numbers, one [protected] and the other phone number was [protected]. I have gotten the run around from your store since December 21st about my refund and still have not received it. I contacted the customer service today again and was told that they were crediting my credit card for part of it and a check was mailed for the other part of it. Initially the store in Southaven, MS told me they could not credit my credit card because I purchased the furniture with Great American Home Store. I have been hung up on by the associate at the store. I have spoken to two different managers (Mike and Jeff) and I complained to Mike about the associate hanging up in my face and both have told me I would be receiving a check in the mail and so far no check. I need my refund ASAP otherwise I will have to take legal action against rooms to go. I have also purchased more furniture from your store that I still have not received and the delivery keeps getting pushed out for one reason or another but you have already been paid. I have also filed a complaint with the better business bureau. I need to get my refund ASAP. This is not good business and as you can see I have spent a lot of money in your store and took my daughter to your store in Cordova TN and she spent money in your store. I need someone to contact me ASAP to let me know when this will be resolved because next I will be forced to file a lawsuit against your company.

I purchased a dual leather recliner 10/22/23. It was delivered 11/24/23. Order # [protected]. The foot area slowly drops as we sit on the recliner. I have to put my leg under the foot area and keep pulling it up. Obviously, the repair person would not notice this with 5 seconds on the couch. I am very dissatisfied. My 15 yr old dual recliner I gave away never did this. I want my couch repaired or replaced.

Bought a couch from Rooms to Go in spring of 2019. Yes I’m aware it’s almost 5 years old yet after about 3 years of owning the couch the seams on the cushions started splitting. As time went on, more cushion seems started splitting. We own other couches that are 20 plus years old and there is not splitting of the seams. Cindy Crawford online marketing states “style, quality and value. The style is understood yet the quality is terrible.

Order number # [protected]

Oder date 12/01/23

Delivery date 12/9/23

Sales person Anthony Cade (058340)

When the bed was delivered it was put together by rooms Togo delivery drivers. I have never had an adjustable bed so I have no clue how or what is the correct way of it being put together. They put the bed together with the wooden rails going across. Then they put the metal frame on top of the wooden frame. I knew it was odd the way it was working because it was very unstable.

Well in the middle of the night the wooden rails gave out while I was sleeping in the bed. The frame is messed up on the sides as well. I noticed they kept the metal feet in the bags and never said anything about what they were for. One would think they would have known how to properly set up the furniture.

[protected]@yahoo.com

[protected]

In summary…

1. I was promised by the sales representative online if I didn’t like the table for any reason I could return it.

2. The table broke upon assembly (piece of crap), so I called and spoke with AFORTS** and she asked me to send pictures, which I did (though I’m not sure why, I no longer liked it and wanted to return so pictures seemed unnecessary).

3. I sent the pictures, never heard back so called again and spoke with JLARRAB** and sent him pictures. No response.

4. I sent the pictures to Jamal on the online chat help, he put me on hold for over 45 minutes when trying to connect me somewhere else.

5. I then re-sent my pictures to both emails above, with a delivery receipt request, and the emails were delivered. Again and with no surprise, no response.

6. I filled out the customer service form at RoomsToGo online, NO response.

7. This has been going on for TWO MONTHS.

DO NOT BUY from Rooms To Go! Definitely not online, horrible customer service, worst I’ve ever seen.

I purchased a Cindy Crawford convertible sofa from Rooms To Go RTG in 2021. The arm upholstery is coming apart at the seam. The 1 year warranty expired last year. I am a one person household so no abuse in this situation. It looked good in the showroom but the quality is poor. I did reach out to customer service via email three weeks ago but no reply.

We bought a laney park sectional in 2021 with a three year warranty from rooms to go. The warranty covers any kind of breaks and damages. The sales guy went even further and said "You burn it with a cigarette butt and we will cover it". My kid accidentally got hold of a nail polish and managed to put it on the sofa. The link are also broken with minimal usage. When I filed a claim, with all the stains (which rooms to go service team cannot clean) and all the broken parts and springs coming out of the cushion. I reached out to the team after 30 days only to learn that they were not able to open the attachments and they never bothered to give an update to me. his happened twice and after after sending the pictures directly, after 15 days they come back and say that those are not covered under warranty.

Rooms to go only needs your money and once they get it, there's zero care for customers.

These guys are a total scam they will somehow or the other find a way to not file a claim and if they do they will find a way to deny it.

I got couch warranty from them and they dont even cover scratches, even though there is accidental coverage in their clause.

Even if there is tear they will classify it as negligence and not cover it. Do not buy their services, its as good as not having them.

This is scam don't fall for this. When you go to the store, they advertise this warranty like the best solution, but it doesn't work like that. I contacted them because the sofa I bought needed repairs due accidental rips and stains, and they came back with the argument that "accumulation of stains and seam separation is not covered under their service contract" which was not even the reason why I submitted the claim. I won't buy this again, a total lie.

I Purchased a day bed with mattress and protective covers 8/14/2023. The item came incomplete without rails. After trying to get information from the store manager. Mr. Hernandez who stated at first that he was going to replace it with another day bed, because the one that I had purchased was out of stock @ Arlington Texas store, he wanted to charge me more and I already had paid the interest of the previous day bed. Long story short, after a couple of attempts I got so frustrated and called to have the incomplete day bed picked up. On 9/13/23 afternoon the rooms to go truck came to pick up the parts (everything) that I purchased. Mr. Hernandez nor any assistance has a proveched or call to return my deposited. I made a claim with my Bank for the 389.00. The store manager spoke with the bank and told the bank I did not return the merchandise, So I uploaded the photos and send it to my bank. That same day you could check everything that I purchased and paid cash, dresser, desk, pillow and a complete living room set. I spend a total of 5,800.

I have been getting bills for the furniture, I do not have. I need the $389 , and the $2900 to be at zero balance. At the same time, I have provided proof that the company came to pick up the furniture. I do no have the furniture it was picked up. I should not have to own anything to Rooms to go. Furthermore, your manager Mr. Hernandez lie to me and stated I was going to received my furniture in full , which is far from the truth.