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3.9 967 Reviews

Rooms To Go Complaints Summary

700 Resolved
265 Unresolved
Our verdict: You can expect a very good level of service from Rooms To Go. To navigate their system effectively, thoroughly understand their service scope. Check online forums and review sites for others' experiences. When contacting customer service, clear and concise communication can help resolve your issues faster.
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Rooms To Go reviews & complaints 967

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2:30 pm EDT
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Rooms To Go - Incorrect order

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...

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12:35 pm EST
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Rooms To Go Other questions

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)

Claimed loss: 4200.00

Desired outcome: Exchange set for set I was told was discontinued, will pay any difference.

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Update by Brittney Braddock
Mar 04, 2024 3:16 pm EST

Morgan from Corporate called me and has authorized a reselection. I AM COMPLETELY SATISFIED, but cannot remove this comment. She called me within minutes of an email! Thank you R2G!

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Rooms To Go - Monroe heights bed

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...

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10:16 pm EST
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Rooms To Go - Customer service representative named Ashley

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...

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4:41 pm EST
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Rooms To Go Fortegra warranty

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.

Desired outcome: Replacement or refund

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10:42 pm EST
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Rooms To Go - Coach and coffee table

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 ha...

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2:16 pm EST
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Rooms To Go Furniture shopping!

I came in last week. I experienced some of the best customer service, I’d had in quite sometime. Teonna Gibbs helped my wife and I find precisely what we were looking for to furnish our living room! If you ever go to “Rooms to Go”, ask for young lady by the name of Teonna Gibbs, she will go above and beyond to bring you and yours satisfactory!

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9:34 pm EST
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Rooms To Go electric recinder

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

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10:37 am EST
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Rooms To Go Cocktail table

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.

Desired outcome: Allow replacement with a different cocktail table. I’m not seeking a refund or anything extra just an equivalent value different model.

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Update by Rick57
Feb 03, 2024 9:33 am EST

I have emailed all of this information and getting no response at all. Is the email address even active or just a way to keep dirty laundry from being put online?

Update by Rick57
Jan 31, 2024 10:42 am EST

Correction 1989892

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1:35 pm EST
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Rooms To Go Please do not trust rooms to go and definitely not their warranty, they are cheaters

Please do not trust rooms to go and buy your furniture there, they do not honor the claims!

We purchased furniture for our new home, we were promised to take care of any issues small or big if we pay and get warranty.

We opened claim with fortegra who is rooms to go's partner for working on claims.

The technician who visited us to carry out inspection did accept and confirmed repairs required on our sectional and coffee table but we have not received any call back from fortegra. After waiting for 15 days when we called them they told claim was closed without any notice. When I requested for new claim they started telling the claim was still open, basically they want to shut us!

Our claims fall in the category of their 'what is covered' list in their warranty document but the claims are being rejected. When we try and explain the call center agent they apologize and repeatedly tell that it's not covered and their warranty document doesn't state the same.

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6:47 pm EST
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Rooms To Go Cindy Crawford Palm Springs Sectional

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.

Desired outcome: Credit or replacement with same model

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Rooms To Go - My refund has not been issued

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 number...

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11:38 am EST
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Rooms To Go Fortega recl sofa blue SKU [protected]

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.

Desired outcome: Repair or replace

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Rooms To Go Cindy Crawford sectional couch

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.

Desired outcome: Replace cushions

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9:10 pm EST
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Rooms To Go Adjustable bed.

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]

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Rooms To Go - 6 attempts at getting this resolved!

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...

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10:31 am EST
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Rooms To Go Cindy Crawford Sofa

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.

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3:18 pm EST
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Rooms To Go Laney park 6 pc sectional

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.

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Update by Ram U
Jan 12, 2024 3:55 pm EST

Thank you Kareda! I have reached out to rooms to go but nothing happened. Everyone is highlighting the stains but ignoring the uneven springs trying to pop and the broken connections. I don't understand how you deny a claim solely based on one point and conveniently ignoring the rest.

Regards

Ram

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Rooms To Go Fortegra warranty

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.

Claimed loss: Over 1000$

Desired outcome: Repair

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Rooms To Go Warranty fortegra 3 years

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.

Desired outcome: Someone to service the sofa, removed the stains and fix the rip.

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Rooms To Go In-depth Review

Website Design and User Experience: The Rooms To Go website is well-designed and user-friendly. The layout is clean and intuitive, making it easy to navigate and find what you're looking for. The search function is efficient and the product categories are well-organized, allowing for a seamless browsing experience.

Product Selection and Variety: Rooms To Go offers a wide range of furniture and home decor items to suit various tastes and styles. Whether you're looking for modern, traditional, or contemporary pieces, you'll find plenty of options to choose from. The selection includes everything from sofas and beds to dining sets and accent pieces.

Pricing and Value for Money: Rooms To Go offers competitive prices for their products, providing good value for money. They often have sales and promotions, allowing customers to get quality furniture at affordable prices. Additionally, they offer financing options, making it easier for customers to purchase their desired items without breaking the bank.

Quality of Products: The quality of the products offered by Rooms To Go is generally good. They source their furniture from reputable manufacturers, ensuring durability and longevity. However, it's always recommended to read customer reviews and ratings for specific products before making a purchase.

Customer Service and Support: Rooms To Go has a helpful and responsive customer service team. They are available to assist customers with any inquiries or issues they may have. Whether it's through phone, email, or live chat, the customer service representatives are knowledgeable and strive to provide satisfactory solutions.

Delivery and Shipping: Rooms To Go offers reliable delivery and shipping services. They provide estimated delivery dates and keep customers informed throughout the process. The delivery team is professional and ensures that the furniture is delivered safely and in good condition.

Return and Exchange Policy: Rooms To Go has a fair return and exchange policy. If you're not satisfied with your purchase, you can return or exchange it within a specified timeframe. However, it's important to note that certain restrictions and fees may apply, so it's advisable to review the policy before making a return or exchange.

Overall Shopping Experience: The overall shopping experience at Rooms To Go is positive. The website is user-friendly, the product selection is extensive, and the prices are competitive. The customer service is helpful, and the delivery and return processes are efficient. It's a reliable and convenient option for purchasing furniture and home decor items.

Customer Reviews and Ratings: Rooms To Go has a section on their website where customers can leave reviews and ratings for products they have purchased. This can be helpful in making informed decisions and getting insights from other customers who have already experienced the products.

Additional Services and Features: In addition to their wide selection of furniture, Rooms To Go offers additional services and features. They provide design consultations to help customers create their ideal living spaces. They also offer financing options and protection plans for added convenience and peace of mind.

How to file a complaint about Rooms To Go?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account. If you do not have an account, please register by providing the necessary details to create one.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button, which is situated at the top right corner of the website, and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Rooms To Go. Make it specific and clear, such as "Defective Sofa Delivered by Rooms To Go" or "Unresolved Billing Issue at Rooms To Go".

4. Detailing the experience: In the complaint description, provide a detailed account of your experience with Rooms To Go. Mention key areas such as product quality, customer service, delivery, and after-sales support. Include specifics about any transactions, such as purchase dates, order numbers, and item descriptions. Clearly describe the nature of the issue, including any faults or discrepancies. If you attempted to resolve the issue, detail the steps you took and the responses received from Rooms To Go. Explain how this issue has personally affected you, whether it be inconvenience, financial loss, or other impacts.

5. Attaching supporting documents: Attach any relevant documents or images that support your complaint. This could include receipts, email correspondence, photos of the product, or any other evidence that substantiates your claim. Do not attach files containing sensitive personal information for your own security.

6. Filling optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred due to the issue. In the 'Desired Outcome' field, specify what resolution you are seeking from Rooms To Go, such as a refund, exchange, or repair services.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the details provided are correct and that your narrative is easy to understand.

8. Submission process: After reviewing, click the 'Submit' button to file your complaint. Make sure that you have filled in all the required fields and attached any necessary documents before submitting.

9. Post-Submission Actions: After submitting your complaint, regularly check your account on ComplaintsBoard.com for any responses or updates. You may receive feedback from Rooms To Go or from other users who have had similar experiences.

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