Rooms To Go

2/6/2023

To Rooms to Go Management –

I have some real concerns about your Rooms to Go Business. I purchased a bedroom set for my son. The dresser we got was damaged. I called customer service and they ordered a new dresser for my son. I took off work as a vacation day and waited for the delivery of the dresser. I got the dresser delivered and that one was also damaged. So, I had to call customer service again to schedule another delivery. Again, I had to use a vacation day to wait for the delivery of my son’s dresser. This time it was delivered and there were no issues. We also bought a couch from your business for our playroom. The couch sunk down, when my husband sat it in, so I called customer service to get it fixed. Your business sent out a person to look at the couch. I had to take off work again for this visit. The gentlemen looked at it took pictures and pulled the couch out where it was sinking. He left – said he would write his report and we should here from Rooms to go in a week. 8 days went buy and we have not heard form your business, so I called, and the customer service lady said that in the report on our couch – he said he fixed the issue. I was appalled, because he didn’t fix anything. So, they had to send out another person to look at the couch. Again, I had to take off work to be here for this person to look at the couch. The inspector looked at the couch and agreed the couch needed to be fixed. He said he would write up his report and Rooms to go would be in touch. 5 Days went bye and we still have not heard anything, so I called customer service and they said they would order a new couch and we set another time for them to deliver the new couch. When they delivered the new couch – they only replaced the part of the couch that was damaged. Problem was they new couch did not match the rest of the couch that was there. Again – appalled by them not bringing a whole new couch. So, I called Rooms to Go customer service, and they said to come to the store to pick out a new couch. I took my family to the Rooms to Go store in Denton Texas and we picked out a new couch – that hopefully would not sink like the one we had. So, I took off work again to wait for the delivery of the new couch and for them to take the mis matched couch back. When the drivers got here – they said they wanted us to look at the couch because they had to wrap it in plastic, and they wanted to make sure there were no issues before they took it n the house. I should have known something was wrong then. Well I looked at the couch on the street with the plastic on and it looked fine. There were two pieces to this couch – the chase part was wrapped by the drivers the long part was wrapped in thick plastic and had foam pieces like it came from the factory directly. Once the delivery drivers set up the couch – you could see that the chase part was used. The seat dipped down, and to top it off, I know that they delivered a used piece of couch because I had to drag my dog away from it. He could smell something that was on it. My dog did not do this to the long piece of couch only the chase part that was used. My dog has never done this to any furniture before. I am totally disgusted with your business. I just want all my money back that I have paid – I had to pay an extra $1000 for this used couch. Customer service said I could not get refunded and to be glad that I had the coverage on the furniture, to get replaced. I am still waiting to get the chase part of the couch replaced. I am disgusted to have a used piece of furniture in my house. I won’t let anyone sit on that part of the couch, and I must keep my dog from going upstairs because all he wants to do is sniff that part of the couch. Once I get this chase replaced, I will never set foot in one of your stores, and I will let everyone know on YELP, Social Media, etc. in the DFW area what kind of poor quality of products your company gives to its customers. I can’t believe how many times I have had to take off work – use my vacation time – and wait for damaged furniture to be replaced. You may want to investigate the terrible customer service that never calls a customer back, and terrible quality of products that your business offers. You have lost a good customer.

Regards - Wendy & Jonathan Rivera

The quality of their furniture has gone way done! Purchased furniture during covid and missed return window! Furniture looks lumpy, not at all high quality! The arms padding is just plain old poor! Needed a mattress and box spring and was absolutely furious at the poor quality of a $1900 unit! Didn't even allow them to bring in my house! Returned! The agent said it was their 2nd high support sale! Looked like it came off goodwill! Horrible! More than disappointed! Coach is Harley sat on!

Very disappointed in this sectional! Worst purchase I’ve ever made! I recently purchased a new home, and wanted new sofa/sectional for both upstairs and downstairs. I have had the same couch for the past 10 years that I purchased from Conn’s that are in great shape and look brand new to this day, except they didn’t match my new home theme. So I convinced my husband to buy me a new sectional for upstairs and down stairs and he could keep our Conn’s ones for his man cave.. Thinking Rooms to go had better quality I purchased this sectional and boy was I wrong! It only been about a month with this sectional and it looks and feel as if it was a year old! You can’t fluffy this up, you sink down into it! The pillow are already all flat and it’s just a terrible look. When you inquire about a return or how to make things right they hit you with a pick up fee and restock fee. For their terrible product! I wish I would have looked more into reviews as this sectional was close to 3,000 and not even 40 days old to look the way it does. Rooms to go needs to do better for there customers and really consider moving this product off the floor and online it’s terrible quality.

We purchased an ottoman here and were told if we weren’t satisfied we could exchange for store credit. Once it was delivered, we did not like the color in our home. I went back to the store and was told they do not have an exchange policy and should have been told about the lighting in the showroom. They did make an exception and could allow a one time exchange but I would have to pay a delivery fee. Wasn’t aware of that either. I told them I wasn’t informed of any of this and they were very rude in return. No care for their customer, awful customer service. Their no return policy is such a scam, they only care to get your money and once they have it, there is no appreciation or care for the customer and their hard earned money spent there to keep the store and jobs open. Too many other options in this day and age that actually have great customer service and even return policy. Will never shop there again!

follow up: 3 times I have been requested to provide photographs, which I did. Rooms to Go has never followed up. I refuse to use the furniture, it is so disgusting. I looked up my complaint on this website and it shows that "this has been investigated and resolved to customer's satisfaction." THIS IS NOT TRUE!

This is the original post: On June 20, 2021 I ordered 2 bedroom suites. This email is specifically for the KING bed suite. I had previously ordered the Hilton Head King suite for our Florida residence and was so pleased with it, I ordered another set for our South Carolina residence. It took six months to be delivered. I understand the COVID-19 situation delayed delivery and did not have an issue with the wait. HOWEVER, when the furniture was delivered to South Carolina I was already back in Florida. Last night I returned to South Carolina and saw the furniture. This is the worst furniture I have ever purchased. It is NOTHING like the Hilton Head set I purchased in Florida. The quality is extremely poor, specifically the drawers, they do not slide nicely and do not even open all the way! Also the mint color is NOTHING like the picture. It is more of a green gray color than mint. I know it has been over 6 months since the furniture was received but this is the first change I have had to see it and complain about it. It has not been used and has been placed in an upstairs bonus room for storage. The tags are still on the furniture. I am requesting a return for credit towards a new set. I am not requesting a refund. Please respond.

Have had problems with sofa and chair for months and the insurance company and rooms to go keeps having me go in circles.

The repair was only partially completed on the chair and we were told the sofa it’s not repairable. Now another month goes by and still no news so I call and then they want to do a pick up and a ship repair. Nope ! Enough is enough for over 4 months we’ve been dealing with broke furniture. Why buy insurance if it’s no good ?

We have specifically said this furniture is junk and want a replacement.

We bought a bedroom set and a dining room in the month of December, which was delivered on the 22nd, the mattress is of poor quality, nothing like the photograph and with a hole at one end, the bed has a split leg and the headboard with the Damaged upholstery, customer service was contacted and on January 9 an inspector came who made a report for the company. Today, January 21, according to customer service, they still do not have that report and we are still unable to use the bedroom.

I had new Funiture delivered today, January 13th, 2023. First off, we purchased this furniture back in early October and had to wait until now to receive it. When the delivery team arrived, they did not speak English and I do not speak Spanish. Once they brought the new furniture in and set it up, I asked them to please let me test everything out because the furniture has many moving parts including massage, heat, reclining, wireless charging, and overhead lights. They did not wait for me to test it, and instead, got in their truck and left without getting a signature from me signing off on the delivery. I never accepted the delivery or approved that it was in ok condition for them to leave it. Once I actually started testing the furniture, I realized that the sofa's wireless charger and lights do not work. I reached out to customer service and explained the situation. They said they can send a repair tech out in a week. I asked for a partial refund of at least $100 on the furniture since it was delivered damaged, and has to be repaired. They said they could only give me $50 and repair it or exchange it and give me no money back and I would have to wait until March to receive it. I asked to speak to a manager, and she informed me that there is not a manager available and that she is chatting with a manger in text and that is all they can do. So I called the store and asked to speak to a manger. The store said that all they could do was to give me a store credit and no manager was available. If I want any kind of refund, I would have to call customer service. So, I called customer service back and asked again to speak to a manager and again was denied and told that the rep is chatting with a manger and that $50 and a repair is all they can offer me. I do not find this acceptable at all on a $2000 couch that I just bought and did not accept delivery on and is broken. And I really do not find it acceptable that I cannot talk to a manger or a supervisor at all.

I reported that my sofa and hotel soft make a noise and sink down in center of both of them when you sit down and get up. I have a purchased warranty so I didn't think I would get the run around which wore me out. These guy come out hear the problem and see the problem then they both complained about how cheaply made the furniture is and never give you an update return call. The second repair guy even took the bottom of and adjusted the straps to see if the noise would stop and if the center would stop sinking. The second repair guy said he was going to request that they replace the cushions to see if that would work. When I called for the follow up I was told that both my reports said the same thing my cushions were bad and not covered by the warranty. I asked for a copy of both reports to to mailed to me but that never happened. There is no customer service after the sale. You are stuck..with or without an extended warranty. So 😔

I purchased a bedroom set for my daughter on its arrival we found out that the headboard was defective. I called and informed the company and they put an order in for a new bed set. 2 weeks later they were set to deliver and I received a phone call 45 minutes before my delivery was scheduled to arrive telling me that they didn't have my furniture on the truck but the store was stating otherwise. When they finally realized it was not on the truck they scheduled delivery for another day. This time they had my furniture but when the delivery drivers put it together they spilled some oil concoction on my brand-new carpet. I called and they told me they would get back to me via email within 3-5 business days... it is now day 7 I haven't heard anything about my claim. I've called numerous times since and they continue to tell me they don't have my email but proceed to recite it every time I inform them that they do have it. The customer service is poor at best.

My spouse and I went into the Richmond VA store and ordered a sofa, ottoman and warranty. The salesman initially asked if we were prior customers. I said that I was. He asked my last name, I said Bowers. He pulled me up in the system and asked are you still on Monument Ave. I said yes but in a different condo. He then said you must not like what is going on on Monument Ave. My spouse said I am not sure what you mean. He said with all of the monuments being removed. I said that they needed to come down. He said they are part of history. I said they were erected for the wrong reason. My spouse then said... brother if you want to make this sale you need to change the subject. We proceeded to make our purchase. Neither my spouse nor I looked at the receipt as the salesman placed it in a packet and handed it to us. When the order was delivered there was no ottoman. He never ordered it. I also noticed that my name was not correct on the invoice. I called and spoke with a store manager who apologized for the entire situation and connected me with a very nice salesman that ordered the ottoman and assured me that my last name would be corrected. I received a call a few days ago from an out of state number. It went to voicemail. When I listened to the message it said that I would have to go into the store with my ID in order to have my name changed. I am now furious. I have never had an "account" with RTG. I paid with my charge card so there is no reason to show ID to get the correct name put on my order. I want my name to be correct when I receive the ottoman or I am refusing delivery and returning the sofa.

Store #: 1301

ROOMS TO GO - RICHMOND

9901 W BROAD ST, GLEN ALLEN, VA [protected]

Order # [protected]

Order Date: 01/05/2023

Sales Person Name: RASHAWN JENKINS (036211)

Revise Order #: 1

01/05/2023 11:59 AM svc_pos

Store #: 1301

ROOMS TO GO - RICHMOND

9901 W BROAD ST, GLEN ALLEN, VA [protected]

Order # 17837133Order Date: 12/30/2022

Sales Person Name: LINWOOD WINFREE JR (035438)

Revise Order #: 112/30/2022 04:31 PM svc_pos

Sold To: CAROLINE BOWERS-BROWN | 2616 MONUMENT AVE, UNIT 2., RICHMOND, VA 23220 | Home Tel. No.: [protected]

Bought the table set in June as u c first table the brought was damaged fine they replaced it the second table all of a sudden gets two bubbles on it then they bursted called rooms to go gentlemen came out took pics so it did have a warranty at that time nd I got the extra insurance on the table. They said they called but didn’t no messages said someone was gonna get intouch with me now I’m saying it shouldn’t take that long to get back now I’m calling o someone is going to call you waiting no call so I started calling to c what’s going on been going down to the store someone is going to get white you finally someone called after what prob over a year saying they couldn’t help because of the time frame give me a break I have been reaching out in out in out and when they called they said they was calling my daughter number told them plenty of times evertime I call don’t call her number she works nights call my number which is on the order form. They finally called bout sumwhere in Nov or Dec of 2022 saying that the bubbles was a cig burn and I said and it it a lie those are not cig burns and u have the nerve to just now tell me this I even told them to let sumone come n look anybody would tell u those are not cig burns on top of the table and there not close together.All I wan is another table or give me my money back hope my next step isn’t to get a lawyer cause I will for distress and the lie the gentleman said.My server called the next day or same day told them the door is uneven the gentleman told me to take a pic and send it to him email that hasn’t been replaced or fix I have bought bedroom sets furniture and this is what it come out to b.This is the second time u ask me to go to [protected]@rooms to go.com this will b my last my next step will b lawyer! U GUYS HAVE THE PIC

Purchased a sectional over the weekend and it was delivered today. The chaise is on the wrong side, when we ordered we specified what side we needed the chaise on due to the way our living room is set up. After putting it together, it’s not the way we ordered it. The color is off as well, we saw the beige in the showroom and our sales associate said they had a “blue” option but that it wasn’t blue, it was more of the grayish color we were looking for. Of course it ends up being blue, blue. I am so disappointed. We were never informed of no refund or exchange policy. Now we are stuck with something that does not work for us and is an eye sore. Super frustrating and disappointed as we were really looking forward to our new sofa.

I brought a tv stand/ wall entertainment set in December 2022 & when they brought out my purchase it was damaged. They put in an order to bring out a new one & when they brought that one it was worse than the last one so they had to take it back. I got the 3rd one & it wasn’t any good either. Now we are trying to decide what to do this time. It’s ridiculous. Rooms to go furniture is no good & i see why i stopped buying from them years ago. If my furniture comes out for the 4th time damaged they can just take it back & keep it. I’m fed up & the customer service is horrible. Do better rooms to go! And these guys mess up my floors i just got done in December. I’m just piss!

We purchased an adjustable base and mattress from them in the store that day then I went home and added in a bed frame I liked from their web site. They scheduled my delivery for 1/4/2023. I took the day off work and had everything prepared for the professional delivery and set up. The delivery drivers arrived and while assembling the bed frame they discovered the head board was broken and they would need a new one. They talked to me about it and the plan was for them to take the bed frame with them and bring back a new one. I called customer service while they were here and they called in as well to report the issue. They were told NOT to take the whole frame, to just take the head board by Rooms To Go. The warehouse they had gotten this bed frame was 5 miles from my house and the warehouse had plenty more in stock but Rooms To Go refused to allow them to get another one saying there was a "process" they must do that would take days. I drove 5 miles to the store and tried to get the manager there who sold us the bed to help and he blew me off and said he did not work for the same company as the Rooms To Go Customer Care or the Rooms To Go Warehouse and I should call them. I was passed around for literally TWO hours on the phone as my phone log will show. All of them claiming to be disconnected and not one big company. They could not get me a head board for days in spite of having them. I told them I could not afford another day off work. They said they could not help me then. So I asked for a refund. They stated they could refund me after they picked up the bed pieces they left at my house but could not pick them up till next week. I AGAIN explained I COULD NOT Take another day off and the driver was supposed to take the whole bed but THEY told him to leave part of it there. I told them they would need to pick it back up today while I was off. They refused. So basically they wont give me the head board and they won't give me a refund. I paid my money up front under a promise that they would deliver this item to me on a day they chose and they have failed to deliver as promised. $5000 rip off to be treated like [censored] by this train wreck of a company

It is not the first time that I buy in Rooms to Go, this time I made a purchase of almost $6000, the furniture that I bought sags at the corners, and it is really too uncomfortable, and the Inspector decided that the change did not proceed. I had the intention of making a purchase for a better quality piece of furniture than the one I had bought but now I am sure that I will not buy from Rooms to Go again, there is no respect for the money that the client pays for a service. I am paying a guarantee that is useless for hardly anything, I consider that it is a robbery to the client.

Payment History

Other Payments

$229.19 (see details)

RTG Finance

$2618.75 (see details) from NC start with D

When they delivered the bed it felt like springs sticking out. They replaced it[ went to rooms to go in Harbison SC to replace bed only. I had everything else. It looked like he charged me again for headboard that been paid for. Sales people are only interested in getting a sale. I am paying over 4,,000 just for the bed. I am very dis satisfied how i was taking advantage of. I could of gotten a whole bed room set for this price. Not just a bed. Order number

Order # [protected] Tonia Jernigan

This was the single worst furniture purchase in my 60 years. I will never again purchase from rooms to go. Customers flat out don't matter.

Quality doesn't matter.

Two sectionals in a row delivered with used and torn components. No attempts to apologize or make ammends.

Had to cancel and move patients multiple times to meet an every changing delivery time frame.

Was told as a doctor if I cared that much about my patients I should hire somewhere to receive my furniture.

Worst experience ever.