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3.9 968 Reviews

Rooms To Go Complaints Summary

701 Resolved
264 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 968

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12:08 pm EST

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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3:53 am EST
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Rooms To Go Serta adjustable king size bed

Both twin size mattresses were replaced because my husband side started to dip almost 3 years later. I didn't have a problem on my side. So they have me credit of 2200.00 to pick again. They no longer carry the same mattress, so supposedly they gave me a step up from what I had. Not True. Mine was so much better, and the ones that felt the same cost thousands more. I had to pay 711.00 more to get it. They did deliver and it was really hard. It started to hurt my back the 1st night. They had back Surgery and that's why we bought that bed.
I told them I had to return it because it hurts my back. They said I had to keep it at least 30 days to give time to get use to it. I didn't want to wait that long because a week after getting it my back started to hurt really bad. I bought a topper for it, and it helps, but not enough. I had to go and see my doctor and now have to start Therapy. What took almost 2 years to recover from took Rooms to Go one night to screw up! I cry every day because of my pain! I am calling tomorrow because I CAN NOT SLEEP ON THAT BED ANYMORE! Who can I speak to that doesn't give me the round about returning it and getting something just like the one I had. The employees can only refer me to mgr. And management there is worthless. SO NOW WHAT?

Desired outcome: I want to get a mattress just like the one I had with out paying 6000.00 - 2200.00 Credit you gave me. Or just give me the money instead of credit so I can put it down on one like the one I had somewhere else.

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Update by Hector/Juanita Santos
Dec 07, 2023 8:21 pm EST

I want someone from rooms to go in stafford texas to call me in this matter. Email me, text me, send a smoke signal...Something! but don't call me to just pass the bucket! jesus!

Resolved

THIS WAS NOT RESOLVED!!! NO ONE HAS CALLED ME BACK And WHEN I CALL THEY GIVE ME THE ROUND ABOUT. SO HOW IN THE HELL DID THEY RESOLVE THIS!!! SO SINCE YOU SAY IT WAS RESOLVED...YOU PROVE TO ME WHAT WAS DONE TO RESOLVE THIS???? WHEN AND WHO CALLED ME AND WHAT WAS DONE TO COMPLETE THIS MATTER. I THINK YOU ALL ARE BEING PAID TO JUST CLOSE ACCOUNTS AS RESOLVED!!! I WILL BE WAITING TO SEE WHAT YOU COME UP WITH NEXT!!!

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10:48 am EST
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Rooms To Go - Charges from returned merchandise?

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...

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6:42 pm EST
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Rooms To Go Damage to my yard and aerobic system

When the furniture was delivered, a truck pulled into my front yard and made 6" deep tracks, broke 2 of my aerobic sprinkler heads, and damaged the line. Called as soon as they left and said they would file a claim and send me an email to send in pictures of the damage, which I did. I checked about 5-6 days later and they said I did not meet the 48-hour damaged report time. Finally, they agreed to file a claim. About a week or so later they called me and said there was nothing they could do because I did not meet the 48-hour file time. These people are crooks. Too bad because I was going to purchase a whole house of furniture since we just finished building our new home. I will never buy from these crooks again, Bye-bye.

Claimed loss: $2000

Desired outcome: For them to go to hell

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Update by Greg Hoffman
Jan 04, 2024 10:46 am EST

You people are a joke and a disgrace.

Update by Greg Hoffman
Dec 12, 2023 8:52 pm EST

I have a quote for repairs. How do I send that?

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1:21 pm EST
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Rooms To Go - Loveseat and sleeper

At this moment I am not pleased on how RTG is handling my concern as a customer. I have complained about the same issue about 4x times this year. As soon as I got the furniture, I knew something was not right and requested a service visit. Once RTG schedule the technician to come out they refuse to put my compliant inside the computer, then customer service...

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9:16 am EST
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Rooms To Go Customer service unresponsive within return window

We received delivery of a sectional sofa on November 14 and were disappointed in the quality of the upholstery, legs and pillows. We called customer service on November 16, and after a lengthy wait left a request for a callback. It never came. We called again November 17th, same thing. Still no callback. We want to initiate a return - it seems particularly strange that customer service was unreachable during the 48 hour return window. We will update this post if there are any changes.

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Update by FamilyOIB
Nov 21, 2023 11:37 am EST

I finally spoke to a live person in sales, David, who was extremely professional in resolving my concern and retaining customer good will. Thank you!

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7:44 pm EST
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Rooms To Go - Cindy Crawford sectional/guardian warranty

Apparently R2G’s salesmen are given the okay to blatantly lie to customers in order to make a sale! We purchased the Cindy Crawford sectional from Rooms to Go in September, along with the extended warranty, on the selling point of them replacing the furniture if they cannot remove the stain (specifically cat urine). We asked the salesman more than once to...

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3:10 pm EST
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Rooms To Go Your warranties on furniture protection all a scam!

I purchased a new sofa back in August 2022 and I also purchased an extended warranty, a few days ago my dog decided to pee on the cushion and I consider that being ruined I don't care how many times you clean or scrub you can't get urine out of a cushion I proceeded to make a claim through Guardian before I purchase the sofa the guy told me at your store if your dog even pee's on the the sofa we will replace it after filing a claim it was approved to be cleaned I don't want a sofa that has dog urine in it I want a new one...you and guardian must be working together to scam people out of money.

Claimed loss: my dog urinated on my sofa cushion

Desired outcome: New sofa!

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5:10 pm EST
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Rooms To Go Cardenas Leather 7Pc Sectional is supposed to be top grain leather where the body touches, but it isn't

I purchased this sectional at the end of September, it was delivered at the beginning of October and in less than a month is flaking and peeling. I contacted [protected]@roomstogo.com and [protected]@roomstogo.com and they said the issues with my sectional were caused inside of my home and the warranty doesn't cover issues caused due to usage. I purchased a "Top Grain Leather" sectional so I wouldn't have these issues. Clearly this is a bonded or fake leather sectional and not top grain leather as advertised. I paid over $6,600 for this sectional and it started falling apart after a couple weeks.

Claimed loss: $6,617.31

Desired outcome: I want a full refund and a discount on an actual leather sectional.

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Update by EE23
Nov 07, 2023 5:39 pm EST

Rooms to Go ticket

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Update by EE23
Nov 07, 2023 5:16 pm EST

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Nov 07, 2023 5:11 pm EST

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12:00 am EST
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Rooms To Go Fortegra Warranty on my Sofa

I don’t recommend anyone to waste money on extended warranty offered by ROOMS TO GO. I’ve bought a lot of furniture from ROOMS TO GO, 3 living room sets and 1 bed rooms furniture, and bought the warranties with each and every one of them. Recently had an issue with one of my furniture where my kids dropped the paint on part of the sofa, as I knew I bought the accidental warranty from ROOM TO GO which is offered by Fortegra, I called the company, now they’re making up all lies, for not to take care of any of the warranty. Now I have this furniture which I probably change with the time and feel so foolish where I wasted my money on extended warranties…

Claimed loss: Fully Sofa

Desired outcome: I want my furniture to be taken care as I’ve been promised at the time of purchase, all accidents are covered and team will come out to resolve the issue.

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3:57 pm EST
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Rooms To Go Sectional purchase

On October 30,2023 I purchase a sectional. It was delivered on November 1, 2023. Upon completion of setting it up the chase was a left chase. Speaking with the delivery person, I told them that I needed a Right chase, he said call back they will change it. I did call back and spoke with the sale associate that sold the sectional Tejuana Wilson she then tells me that it only came with a left chase and I may not be able to return it, so I asked to speak with the manager. The Manager was STEVEN who was nasty with my husband telling him that's the only way it came with a left chase but the sales associate said nothing about that and we want to return it. He stated, you can't return it. I have never heard of you can't return something if you are satisfied with it. Keep in mind it was deliver on Friday and we called the same day. I them I had known you can't return I would never have brought anything from. Bad business. I will never recommend them.

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8:45 am EDT
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Rooms To Go Cindy Crawford Avezzano Sofa and Recliner RETURN

I just bought the Avezzano sofa and recliner from Rooms-to-Go in Myrtle Beach, SC. It was delivered yesterday morning on 11/2/2023. It is just not comfortable at all. I was told in the showroom that if I didn't like it for any reason it could be returned within 24 hours. I called them back yesterday afternoon, approximately 8 hours after delivery and said that I wanted to return it. They told me that they have a no return policy! After telling me and some friends that were also looking that same day, that we had 24 hours.

Desired outcome: I would like to return the furniture and be refunded the over $3,000 spent.

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10:07 pm EDT
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Rooms To Go Metropolis Way Steel Microfiber 3 Pc Sectional

When I purchased this couch it had buttons on to match the ones on the seating, slowly they all have fallen off and I am so disappointed in the quality and integrity of of this couch. We paid over $2,400. The Buttons have completely come off of the back part of couch, where you sit, I’ve been so upset about this situation. I can not find the warranty or receipt, and I worry the company won’t honor the warranty of the couch.

Desired outcome: Replace or repair the buttons

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9:09 pm EDT
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Rooms To Go - Leather fading away only 6 months old sofa and chase.

Rooms to go furniture is trash. Customer service is not better. We moved in our new house 6 months ago. Went to Rooms to ho and bought all ne furniture. White sofa and chase, dinning room table with 4 chairs, entertainment center with wall panel and fireplace box, coffee table. Firebox was delivered with a manufacture defect. Had to get it replaced. Back...

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9:28 pm EDT
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Rooms To Go Couch falling apart

I purchased my couch and chair set at rooms to go and bought an extended warranty. I have contacted R2G and the warranty place several times and neither one will do anything about the couch. The cushions are horrible, the middle leg is broken and there are a few stains that they refuse to come clean. At this point our only option is to put the couch out to the dump and stop paying our R2G bill and fight payment. I have never worked with a company that cares less for their customers. I wish I would have never bought from them. If you are thinking about buying from them, change your mind.

Desired outcome: I want a refund or replacement.

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Update by Krista Jeffries
Oct 26, 2023 1:46 pm EDT

Issue has not been resolved and rooms to go said they will not do anything to resolve it.

The warranty they sell refuses to do anything also. It’s all a scam and a waste of time and money. Do not waste your money on purchasing anything from them. I will file a complaint with the BBB for rooms to go and guardian (the “warranty” company)

Update by Krista Jeffries
Oct 26, 2023 9:24 am EDT

This has not been resolved. I am STILL waiting for ROOMS2GO to reply.

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2:51 pm EDT
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Rooms To Go Warranty from Fortegra

Do not buy warranty from them. It's a waste of money because they won't cover anything. Bought sectuonal furniture from R2G and the sales person sold us on the warranty because he states that they cover stains and defects. Because of this, we bought it because we were expecting our first child and as everyone knows with kids accidents happen when had a birthday party for him. Put a claim in, and technician came out and said he couldn't clean it. It took them over a month and did not notify anyone the result of the claim to tell us that they don't cover accumulative stains. A stain is a stain. An accumulative stain is just multiple stain that added on.

Desired outcome: Clean or replace item

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Update by Bao_tran0418
Oct 28, 2023 4:19 pm EDT

All R2G did was apologize and didn't resolve anything.

Update by Bao_tran0418
Oct 24, 2023 2:35 am EDT

By the way this was never resolved.

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3:33 pm EDT
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Rooms To Go Insurance company is a fraud

Hello my name is Jody Rosenthal you can pull up my orders between last year and this I have spent over $12,000 with 2 bedroom sets and a a leather sectional. I took insurance out on all because I was told even if you sit on your couch we will replace the item or part. I called the insurance company and had some one come out I have a tear on the right arm of my couch. The came out and said no worries and left. I called to check on the part and they said sorry your claim is denied. Wow this is so wrong it is not even funny, I have asked for all my money back that I paid the insurance and supposedly it is happening but I don't believe it. I don't want to go any other route unless you make me do so. I want all my insurance money back in full!

At this point I want my money back!

Order - 29709678I - 29712090I -[protected] -[protected]

I will give 1 weeks until I move in a different direction.

[protected] - Cell

Thank you

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4:42 pm EDT
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Rooms To Go ModularOne sectional sofa

I just ordered modularOne sectional sofa from RTG Stafford, Tx. I visited the showroom before ordering thru phone call but the color of the said product is not as close to what I saw in the showroom so when it was delivered I contacted them right away to make an exchange of color. NO RETURN POLICY! The only option given to me was to pay additional 20% which is $408 which is very disappointing.

Desired outcome: I ordered the beige and I hope they change the color to gray. I’d appreciate a response

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7:50 am EDT
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Rooms To Go Warranty response

We purchased several pieces of furniture from RTG. We also purchased the extended warranty. We have had several service calls on our chair dealing with sitting support. The seat cushion has been replaced three times and three calls about the springs. A rep came out Thursday and told me he would recommend letting us exchange it for a different chair. Then someone showed up Friday and said there wasn’t any problem and it was us. Their customer service is nonexistent and the service reps that came out can’t get their stories straight. We just want to exchange the bad chair for one that works. No returns, no loss of sales, just basic customer service. At this point there is no way I could recommend RTG or their warranty company to anyone. In fact I’m going to go the extra mile to post everywhere I can just how poor they really are and tell customers to buy from anybody but them.

Desired outcome: I would like to exchange my defective chair for a different one. I’m willing to pay any difference in price, we just want to have a good chair to sit on.

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7:26 pm EDT
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Rooms To Go - bed with bookcase headboard, footboard and bottom drawers

On 9/02, purchased item as described above. First delivery the 8th, headboard was broken, missing piece and all. Reported by delivery personnel. On September 15th delivery arrived again with the wrong headboard. Called customer service and reported the mistake and they scheduled a new delivery for September 20th. When the new delivery arrived, they noticed...

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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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