Rooms To Go
reviews and complaints

I purchased a mattress, box spring, and bed frame at Rooms To Go on or around June 5, 2021. At that time, they told us that delivery would be around July 6. On July 6, RTG called me to say that the bed items would be delivered instead on July 11. The bed items were never delivered. I called RTG at least on 4 different occasions, and was told some variation of "we have to email this distributor to find your items, and we'll get back to you". No one at RTG ever followed up. I called again, and they said they would initiate a reorder, but I will have to wait until mid August for the bed items.

This situation is unacceptable. I never received a call when my items never showed up, RTG was incapable of even contacting the people delivering the bed items, and (as icing on the cake) I paid up front and for the shipping cost. So, at this point, RTG has taken my money, not delivered the items, and is basically saying "trust me it'll be different this time" when they haven't ever followed up. I couldn't even get a call back regarding my items.

Hey,

I ordered a recliner chair and when I received the chair, I was not satisfied with the item. I called online sales and I explained to gentlemen that I didn't like the chair. He said, if I go to the store and select another chair before Tuesday, I wouldn't get charged a delivery fee for returning the chair. I went into the store on that Monday and select any chair for delivery and I called online sale and gave them my order number. Now, I received my RTG card statement and I'm being charged a delivery fee of $69 delivery fee. Please have a supervisor or manager to contact me at [protected].

Terrible construction. They sent two reps out told me puckering of a very large seam would go away with wear! Padding bunched up on arms and a side seam open. Techs took pics. Said corporate office would call in two days. No one ever called. Resolve this issue! This is totally unacceptable and I am sharing my nightmare with everyone I speak to. This will be the last piece of furniture I ever buy at rooms to go and prepared to take legal action if necessary. R Vandevander

I have contacted and emailed customer service, including a manager at rooms2go, and yet I still haven't heard back from anyone. When I last spoke to a rep, she stated she will file a report and someone will contact me. It's been 2 weeks. No one has. BEWARE people. I purchased my bedroom set in March received it in late June but the dresser was damaged, refused it. Called them, let them know I needed a replacement ASAP. They said 2 weeks - fine. When the 2nd dresser arrived, while taking up stairs they chipped my ceiling. Immediately my husband asked me to take pictures and the driver started getting loud saying it was a mistake. Not to mention the dresses was chipped now. I emailed the manager regarding the matter, she hasn't replied and after many emails. I called R2G and the rep informed me and my husband that the driver stated the ceiling was already damaged, even though I have 2 eye witnesses. She states she will file a report and called it a day. Now I'm left with damages and one to respond for them!

I purchased the Disney Princess Silver Jr, Tent Loft Bed with Slide and Tower. Item no 3611236P The slide weld snapped which created a serious safety issue as sharp edges are now on the bed. I contacted Rooms to Go who sent someone to view. Rooms to Go have agreed to give a credit note for the cost of the bed, but we wanted a replacement, but as the item is now discontinued then i would like a refund in order that i can purchase a bed from another store.

The refund has been declined and i am now left with a dangerous bed which is a safety risk. Even if i had have selected another bed, delivery would not be until August. Therefore a refund is needed along with Rooms to Go collecting the defective and unsafe product.

Rooms to Go do not care and have been very poor with customer service.

I ordered a sofa from Rooms to Go in August 2020 and did not receive it until around Thanksgiving. That was my first mistake; ordering furniture during Covid. Immediately when I received it if you sat on the cushions and stood back up the material would be all wadded up. The cushion insert was not big enough or something for the covering. I tried adding more padding to one of the cushions but it did not help. After the holidays I contacted several upholstery shops thinking that I would have to have them either put a new insert in them or fix the material so it would fit and they recommended that I call Rooms to Go and have them come back out and look at it. I called in April (because I travel a good bit and was gone a good bit the first of the year) and it has taken almost three months to finally get someone out to look at it. The representative and his district manager both said that the insert was not the standard and that it could have been due to Covid and they used what they could get their hands on. They recommended that Rooms to Go send me two new cushions with the correct insert. The service representative called me two days later and said that they were not covered due to wear and tear. The cushions were like that from the very beginning and was not from wear and tear. I sat on the one in the showroom and examined them there and they were not like that. Totally different quality. I am very disappointed in the service in not recognizing that the cushions were defective even after the representative that came out and looked at it said they were. I know that two cushion inserts could not possibly cost the company that much money in order to satisfy a customer. I am very frustrated and feel like the cushions should be replaced with a quality product. The attached photo was taken in December.
Thank you for your help. I have spoken with two representatives and they both say it is from wear and tear. If I truly felt that was the case, I would be the first to admit it but the cushions were not good quality from day one.

I hope to hear from you soon. Lynn Roberson

Hello,

On 6/16/2021, I was unable to receive my order (15955113I )due to a missed delivery. During the week prior, I received daily emails and text messages informing me that order #15955113I would be delivered on 6/16/2021 between the hours of 11am-3pm. At approximately 7:31 am, on the date of delivery, 6/16/2021, I received a text message stating that my new delivery time frame had been changed to 8am-12pm. The deliverer arrived at my home at 9:00 am. I was unable to meet the delivery driver at my home during this time; my order was not delivered. I contacted the driver around 11:00am to arrange to meet him to pick up my order. The driver informed me that he had gotten off of work and that my order was sent to the Rooms to Go warehouse in Swuanee, Ga. I then proceeded to speak with a Rooms to Go Care Specialist that informed me that I could reschedule my delivery or pick up my order after 4:00pm on 6/17/2021. On 6/17/2021, I called to schedule the order pickup and was informed that my order had been given to another Rooms to Go customer, and that I would have to wait until 7/17/2021, to receive my order.

We ordered a full bedroom set, along with a mattress and bunnies board in March 2021 with delivery coming in June. The morning of delivery we were told our delivery window was 9:00a-1:00p. I hopped in the shower at 7:30 and when I came out my doorbell camera says I missed the driver an hour and 20 min before our scheduled time. I called customer care immediately and was told they see record that he was early outside our window and they would call the delivery dispatch and have him come back. I waited an hour and called back- they said they were waiting on the delivery manager and they would call me back. This was at 10:30; at 2:30 and still no delivery I messaged them online- still said I had to wait for Delivery manager. At 4:00 my husband finally called them and they said "oh- too bad, you missed your delivery, driver is done for the day- your items will be delivered to someone else and you'll have to go into backlog? What? Why? You messed up, not me and your completely inability to be able to pick up a phone and call a driver or even the warehouse is absolutely absurd. "That's just how it is". No, it isn't. Not at any respectable business. You have processes right account for when your driver screws up that doesn't Involve punishing your customer. So we asked if we could just go to the warehouse and pick it up ourselves. They said no. We asked why not if it's back at the warehouse undelivered. They wouldn't answer. So my $3, 000 worth of furniture is not going to be given to someone else because YOU messed up my delivery. Unacceptable. Not to mention the $149.99 delivery fee I was billed. I want my furniture that I e waited 3 months for and paid $3k for, to be delivered tomorrow. My son now has no bed or furniture in his room at all because we got rid of all this old stuff to make room for the new. I'm so irate and can promise I won't so business with this company again. Totally unprofessional.

my name is Ms Iseah Im writing this complaint because I paid for delivery and setup and all I got was my furniture thrown in my living room the two guys could not speak english but alittle and would not answer any of my question they was very scary for me and my daughter. So now im sitting here with a sofa set that I paid for delivery and setup. Were is the money I paid for setup room I will never paid nothing from you guys again yall dont care what tpye of people you send to a person house My package number is F4014ssK3S adress 6565 Hollister apt 725 I was sham so I going to post on every social media and letting everybody know about the scare I had. I would like to know whos going to refund me my money

My daughter (Kia Courtney) landed her first job out of college during COVID. She quickly found a bedroom set, mattress and sleeping sofa with the matching love seat. Over $6, 000 worth of furniture.
On March 20th, the day she moved in, she was given a delivery window of 10 - 2:00pm. She received a text message saying the truck was close but never received a phone call to connect. She called customer service number only to be put on an eternal hold. She finally got through to customer service, the truck had returned to its base and would not be back.
To be clear, she never received any calls, any missed calls or any voicemail messages. She only received the initial text message. So whatever system sent the text message, sent it to the correct phone number. The "calls" from the driver, dispatch and the store had to have been made to another phone number not belonging to my daughter.
She was told that she couldn't receive her delivery again until April 7th. she was told that her sleeper couch would not be available for delivery until May 27th. When we initially asked if we could cancel the order, we were told that we would be charged 20%. Not wanting to lose $1, 200, we waited patiently for May 27th. After her couch was given away, we don't understand why we couldn't have just cancelled the order.

Sincerely Joanne Courtney
[protected]@gmail.com

I've not even had my couches a week (I waited over a month for them to be delivered to me and paid over 2k including the cost of insurance/warranty for them.

I found them in the showroom and was smitten. The info on the couches said all REAL leather everywhere the body touches (the website confirms this), and vinyl on the sides and back. Same goes for the recline I bought along with the sectional. Well, low and behold….the top of the arm rest is NOT all leather. I believe only the back half of the arm rest is leather, the front half where you upper arm would rest is vinyl (or something). I found this out as there is some damage I found today, again not even a week into owning these couches. I don't even know where the damage came from.

What makes things worse- I was told (as I was deciding on purchasing the warranty) that the warranty was a lifetime warranty. Come to find out after my purchase, it's only 3 years. I was also very specifically told by the salesmen that it covered tears, the stitching coming undone (the stitching is a very important feature on this couch)…turns out none of that is true.

I was told what I was needed to be told to make a sale and now I have a brand new damaged couch that doesn't even have full leather on the arm rest that has constant wear and tear.

Even if the literature meant "sides" as in the whole side of the couch including the whole arm rest…the salesmen lied to me on nearly everything. I need this spot fixed :/

This company should not be in business this furniture is not even 1 year and 8 months withs the 6 moths they tricked me into by telling they had to do a parts Oder and that will be 90 days that was back in December 2020 I first got the Sofa del aug 2018 as well as dining chair leather peeling the sofa started losing its color and peeling in the back my daughter bed the headboard snapped on one side after 5000 trust me stay away from this place go to bobs this place has a very low quality furniture and they lie to you how are gonna tell me in Jan they ordered part then yesterday tell me on no she made a mistake but it's not under warranty anymore so she was doing you a favor so another 6 months me and my family are sitting here on this crap waiting and then you tell me that here are some pictures I complained numerous times I don't know how this company stays in business selling this crap also another thing if you decide to go to raymour flanigan and it's you are looking at sofas or sectional if it's made by h and m Richards it's from rooms to go so it's garbage I can't fit any more pictures in here but this is there quality a joke