Rooms To Go
reviews and complaints

I purchase some furniture from the outlet store with the understanding that the furniture was discontinued or slightly damage, but not taken from someone's home.

Once arriving home with the furniture, I noticed a bunch of dog hair underneath the couch, which means that the chair had once been on someone's home for an extensive amount of time.

I began to take the plastic off the mattress so that I could put the protective cover on it and noticed that the back of the mattress had dark dirty looking spots on it and felt wet.

I contacted the manager at the store about both the issues and he said that he would replace the mattress but their was much more damage to the only other chair that they have in the outlet like mines.

I asked to trade the chair for another chair that cost more since I never should have been sold the chair that has all of the door hair underneath and on the back side of it. The manager does not want to trade the chair out for the more costly chair even though he cam not replace the chair that I purchase with a like chair and there is no other chair that I like except for the more costly chair.

He will only trade the chair for one of the same cost or refund me for having the chair cleaned. I don't want that chair period because it could also have ticks and bedbugs since it's been in someone else's home.

I called the corporate office and they told me that outlet furniture is as is even though my with the furniture are safely and health issues. The mattress was new and shouldn't of had any issues and the chair nor any new furniture shouldn't of had dog hair on it and shouldn't of been more damaged when I picked it up. The supervisor in the corporate office told me that they only handle warranty issues and that there is no one in management at the corporate office who could assist me with an outlet store issue.

I would like for them to replace the chair with the more costly chair since the only other one like the chair has more damage and to replace the mattress.

I have medical conditions and needed the mattress and the recliner to limit issues cause while resting and or sleeping. The mattress also has a strong chemical odor.

The outlet store is a part of the Dunn NC Rooms To Go Store.

I purchased a living room set from Rooms To Go in 2020. In the last year the color has faded from one of the seat cushions on the couch. I called the company I purchased insurance from only to be the run around on how they only cover "accidental stains/rips/tears." They then transferred me to Rooms To Go customer service and told me it was their responsibility. After speaking with Rooms To Go customer service they told me the color fading was a "manufacturing" issue and not their problem. They transferred me back to Fortegra (the company we paid to have insurance through) and they again said this was not their problem. I asked to speak to a manager to get some form of clarification and was put on hold and then told there was no one there in upper management to speak to.

I’ve been expecting my furniture delivered to me for 4 days! It was scheduled today 06/22/2022 from 10 am – 2 pm. That’s a 4 hour window that I’m expected to wait around. So, I did what I was asked. I waited and waited until 2:10 pm. I had another call come up so, I missed the delivery drivers call by 30 SECONDS! I tried to call them back, but I couldn’t because Rooms To Go (RTG) uses a third party delivery service, so therefore when I tried to return the call, it was a non-working number. I then had to call RTG customer service in order to get in contact about my delivery, which I was then told that they would have to contact the delivery driver themselves and only was able to leave a note asking if they could come back, and that they would have to call me back later to confirm if the delivery driver would be even coming back… 2 hours past by and I have not heard anything. I call RTG Customer support back and then they advise that it is now later in the day and that I would have to call back the NEXT day at 4 P.M only so that I can RESCHEDULE for a later date!?!?!?!?!

This is awful business practice. I missed a call by 30 seconds and there was no way for me (the consumer) to contact the Delivery Driver that HAS MY PROPERTY that I PAID for! How is that possible? I would think that when you have a delivery such as furniture or anything major like furniture or appliances, you would have the ability for the customer to remain in contact with said delivery?! I never had any ability to contact my delivery so when I missed their call, how am I supposed to let them know I’ve been and was at home the whole time!? No one even bothered knocking on the door! It’s 2022, they could at least have the ability to TEXT. WTF?!

I took the day off from work to be here at my home just as you asked, and I missed the call by 30 seconds, and now I will have to wait for another week for my furniture to be delivered! It’s complete [censored]!

I just really can’t believe you don’t have a way for your customers to contact the delivery personnel that is literally in possession of the customers property. I missed a call by 30 seconds and had NO WAY of calling back the person that just had tried calling me, and now I’m [censored]ed another week and will have to go through the same process of waiting around for hours for my product to be delivered. I have reported the to the Better Business bureau (BBB).

I ordered bed room and mattress from rooms to go fort worth received my bed room order on 6/17/2022 but the delivery guy he said there is part missing from the order and he will go and back on Saturday 6/18/2022 to finish setting up the room and fishing the job but he didn't come back and he left the room messy without fishing I have no idea what is the part he was talking about but I said ok and I waited him all day on Saturday he didn't come back

My name is :Mariam Rizk

My phone number is: [protected]

Purchased a dining room set in March. Original delivery date was July. Received a voicemail message from Priscilla on June 16th stating that furniture delivery date has been moved up to June 25th. I called back on June 17th in the morning and spoke with someone who stated that the delivery could be done on either June 24th or 25th and that Priscilla would call me back to schedule. I did not receive a call back from Priscilla so I called again only to be told that I had to call before 6pm on June 16th to have my delivery date moved. Nowhere original message did it state that I had to call back before 6pm to have the delivery date of June 25th. The original voicemail stated "feel free to call back before 6pm" there was no mention that I must to call back before 6pm to receive the delivery date of June 25th. Even when speaking with the individual on the morning of June 17th it was not stated that I had to call back before 6pm on June 16th, she stated that it could be moved to June 24th or 25th. I am very disappointed in this service since I have purchased other furniture from Rooms to Go with no delivery issues and have been waiting patiently since March on my furniture.

To:Rooms -To –Go

Corporate Dept. Division

From: Ms. Ethel D. Palmer

4658 Read Blvd

New Orleans, La 70127

I can only hope this grievance letter reaches the right person, the intent of this letter is to inform upper management of one of the worst experiences I’ve ever encountered as a customer.

Briefly stated, but in no ways trivial, on February 21,2022 I ordered a 3 piece living room set , I waited 3 months for it and that was fine in its place, however after my the long wait, 2 of the 3 pieces arrived to my home damaged.

I immediately informed them that they would need to take all pieces back to the warehouse, I wasn’t interested in keeping the 3rd piece which was the love seat, and however the gentlemen left it in my possession. After speaking with the store representative, they informed me that the 2 damaged pieces would take up to 5 additional months to come in, needless to say I no longer wanted the set and ask them to please come and pick up the love seat and return my payment back to me.

I made my payment in full at one time and the funds were immediately deducted from my account.

I was told that I would have to wait 7 business days for the first half of my payment and because they failed to take the love seat when I asked them to they held on to the rest of my payment until they decided send someone to get the loveseat at their convenience meanwhile, my funds are being held up.

As none of this was any fault of my own as a customer, I implore someone to bring resolve to this matter on my behalf , from the damaged furniture, the additional extended wait, to holding and distributing my payment in part. The entire process was extremely frustrating and inconveniencing and should be unacceptable to your company’s core values. Thank you in advance for your help in this matter! I can be reached at [protected]/ alternate# [protected] or my email [protected]@bellsouth.net.

With regard, I remain

Ethel D. Palmer

I purchased a sectional on June 25, 2021. It was delivered on July 14, 2021. I paid for an additional 3 yr warranty on the product. On May 3, 2022 I called customer service about the cushions on my couch were splitting. A service person was sent on May 25,2022 to look at the damage and said, “Someone will call you in 3-5 days about your cushions.” It is June 15 and no one has called. So I called the customer service and was told my cushions would not be replaced due to pet damage. I told the service person the cushions are splitting at the seam and it it not due to pet damage. They are going to order the cushions, but I may have to wait 90-120 days for them to come in. In the mean time my cushions are ripping more and more.

This sectional is less than a year old and they do not want to honor their warranty

I purchased a living room set and some other furniture from Rooms To Go about 3 months ago, the one arm on the sofa has no padding in it. When you rest your arm on you hear the wood and it moves. I called them and was fully expecting them to send someone to either fix it or get me another one. What I got was told that I hated been Red Flagged! What is that, so I was told I have not paid on my account, well I had just made a payment of $150.00. Now this is what they have done to me, first they say I was only approved for so much credit with Synchrony Bank and I am over the limit so I owe them money as well. Why wasn’t I told this in the beginning and why did they let me purchase my furniture if that was the case. I had no idea about any of this. They also billed someone else for my furniture, I tried to pay Rooms to go and also Synchroncy Bank and was told I owed nothing! Now I have told them to come and get the furniture as I am not paying anymore money to them. This is my Nightmare, they have messed up from the start and I am being put in the middle as the bad guy. I spoke to about 4 different people and the last one told me to look at my invoice I got when I was in the store. Surprise Surprise, once again I never went into the store, I ordered all my furniture online from them. Nobody in the store or if you call to complain no’s anything, it is always my fault and problem. Thank You Darlene Neitzel.

I purchased the sofa back in September Labor Day weekend did not receive the furniture until after November 26, 2021

After receiving the item we did not use it until recently since we relocated from California

We have been using sofa for a little less than five months we purchased a house and furnished the house and we located from California on January 2022

It’s only been close to five months

The sofa has many signs of or the sectional I should say has many signs of imperfection including quality and manufactured imperfections that we did not notice until now that we’ve been at the house

The sectional sofa is already having signs of non-durability and imperfection not what we had expected

Its sinking in we purchase this sofa thinking that it will be a great for piece of furniture for our living room and for the family that would have longevity and last longer than anticipated when we purchased the sofa it was gonna cost the price little bit over $3,725.00 + that we paid cash for and due to the price we thought we were purchasing a great long lasting over the top item

However after almost 5 months of using it it’s already sinking in and does not seem to be a strong cushion that would last a long time instead of seems like it’s getting flat and not the quality that we were expecting or the quality that we were told in the longevity this would have

It’s only two people in our home my daughter six years old and myself and once in a while maybe every eight months to six months my husband who is in the service

I am not satisfied with this item as it’s lacking the support the longevity but above all the lifetime warranty we were told it would help I’m not happy at all with the price that we paid for it to be lacking what we were looking for please take a look at the pictures thank you look forward to a call back or an email reply as soon as possible

[protected]@gmail.com

[protected]

Purchased living room set along with extended protection warranty

1 year 3 months later start to have issues with arm rest filling slipping downward

Reach out to warranty, told 'is not covered'

Reach out to RTG customer service, told out of 1-year manufactured warranty not covered AND considered normal wear and tear

Bring to their attention the furniture is just over a year old; in a house with 2 adults who live there 7 months out of the year AND filling is SLIPPING NOT losing its thickness due to use

ONLY after placing a complaint on a site, I get an email requesting pictures and explanation of the issue

Reply to email with pictures and explanation, as well as detailed angles of the difference between unaffected armrests to affected armrests, which go unanswered for several weeks

I resend email several times, finally get a response stating, 'Board has evaluated your issue and sent you an email with their decision’ But no email or decision given

I continue to send emails and after several attempts get the same response

I then send an email stating I need to speak with someone as I have no decision; told RTG does not consider this to be their issue. But it is Their product that is poorly made if it cannot stand up to 7 months of light use. Emails still getting no response. Called and CSR told me 'You are [censored] out of luck, RTG is not responsible for ANYTHING after 1 year and doesn't care if you are unhappy, you can post your complaint ANYWHERE you want, they don't care.'

My name is Rachel Dowling McDaniel and I purchased a mattress from your company April/2022 for over $700.00 I purchased the product due to problems with back pain. It was recommended by my physician to get one. As of this date (June 8, 2022) I experience pain after lying down or sitting on it. I am a senior citizen on a low fixed income. Last but not least, a fowl odor (urine smell) is coming from it.

Went in looking for toddler beds Christopher was our sales guy bought beds delivery and clean up beds came they were broken! Then the delivery guys made the biggest mess in our yard house and room! Threw the pieces that were broken under the bed and they just freaking left! Didn’t say much didn’t care and just left! Mess was everywhere! Mattress left on wall and all the bed pieces just shoved under the trundle part! Then called our sales and guy and he was like what do I want! Couldn’t get ahold of manager took about two days and we had to call and call worst service ever! This company is the worst to buy from! I will never buy again and trust me I will make it known to others to choose BOB MILLS! Rooms to go could take some classes from these guys! They need to send their managers sales and everyone who works there! Rooms to go is for real the worst place with the worst customer service the worst managers!

Accidental damage due to pet stain. Our dog peed on the sofa side and sitting area accidentally. We purchased the protection incase this would happen. Our order number is 25938535I. It is a ridge water graphite sofa [protected]. This was ordered on November 24, 2020 at Lafayette location for Rooms to Go.

About 20 years ago, one of the items we purchased at Rooms To Go is a leather couch. Today it looks like it did the day we bought it. About 6 years and a few months ago, we purchased an additional leather sofa and love seat set branded "Cindy Crawford" for $2000. The paper thin leather of this newer set has been pealing away from a cloth backing in several places. Our phone call to customer "care" resulted in a courteous "you're out of luck". Is it too much to expect that in a household with only 2 retired adults the second purchase of furniture should last as well as the first purchase? $2000 spent and now the investment is an eye sore. We did a little research and found that Rooms To Go had a serious issue several years ago with this very problem on much of the leather furniture they sold in good faith. Our conclusion is that our furniture is part of a very large group of leather goods that is unquestionably defective. Whether the defects become apparent days after the purchase, or 6 years after the purchase does not alter the fact that this is a defect. The problem is not due to wear and tear or abuse. The fact that the defects in ours have not become apparent because of such little use should not change the fact that our defective merchandise should be dealt with.

Purchased a reclining loveseat at the end of 2021, we have had the service tech to our house twice to fix a problem of the right side of the loveseat cushion has no support, the first tech came out and put more foam in the seat, while doing this he broke the zipper on the cushion and has to stitch it to hold it together and said this would be better than the zipper, well he was wrong, we had to have a second tech come and try to fix it, when he arrived he sat on both sides of the loveseat and said the right side would need to be replaced. Now two weeks later Rooms to Go calls me and said that this is normal wear and tear, and it is not covered under the warranty even the extended warranty We only had the loveseat for less than six months, so this is not normal wear and tear as they say. Steven McLellan

I purchased 4000.00 of furniture. 2 sofas that are white. 2 recliners and a console. The sample of the console in the store is white. My paperwork says white. The console is TAN! I’m in Va. Beach. I went in the store to talk to the manager. She pulled up a picture on their website and said See it isn’t white

My salesman did NOT show me a picture online! Only the store sample which is white! Once again my paperwork says WHITE!

Store manager said she and corporate would follow up. Never did!

I called corporate. They will take it back but not refund my money. Have to purchase something in the store. They have no other consoles to match my WHITE sofas.

Purchased February 2022

Purchased 2 recliners and the salesman offered the extended warranty to us. I asked what it covered and was told everything - he even went as far s to tell us that even if the cat scratched the fabric, it was covered. I was cleaning one of them yesterday and noticed the stitiching coming apart on the headrest - now, we have had these just over a year and my husband died back in August so his has not been used much! I called Fortegra and got told that seam seperation is not covered? Seriously? The stitching is coming apart on an rarely used item but that is not covered under this warranty? I gues I need to find somewhere else to buy my furniture because these were pretty pricy items to be falling apart this quickly!

Purchased this beautiful TEAK outdoor patio set. I was sold teak since we have no covered patio and teak is specifically made to resist mold and mildew. Upon arrival everything looked great. We put the protectant sealer on the teak...24 hours into having the patio furniture, the plastic wicker was starting to unravel. 2 weeks after having the furniture, its completely covered in mildew. It looks like pure crap at this point. Nothing is removing the mildew and Rooms To Go says they will not do anything about it. I even purchased the insurance and they wont cover mildew. I have had service come out to look at the furniture, he literally told me it looks like crap and was shocked.