Rooms To Go
Reviews and Complaints

Called on a Saturday morning, approximately 10am to check the status of my deliver and stayed on hold for 18 minutes. This is simply ridiculous and unacceptable. When I finally got someone on the phone she said she would reach Dispatch to find out when they would get to me. I was then placed on hold an additional 8 minutes. She told me they would be in my area around 4 pm but could not guarantee they would be at my house that time. I spoke to a "manager" who was also no help as she told me my window of delivery was between 4pm am and 8pm. I told her I was originally told the window was between 8 am and 2pm. She said that's not even one of the windows for delivery. Needless to say my entire Saturday is shot. I will NEVER shop R2G again. The so-called CS is poor and no one is on the same page. They lie and say they are with customers to keep you on the line. They waste your time waiting for them because they never show up on time. If you don't like your jobs people, please find something else to do. R2G, please understand that people return to buy merchandise if they have a good experience with people...unless you fix this major issue, you will be one of the retail giants who will be belly up really soon.

Order #23839958i

YOUR CUSTOMER SERVICE IS AWFUL! Your product is not even close to the color your website represents. I filed a complaint with your customer service department and I am not happy with the reponse. We bought your "Cortinella Creme" bedroom set and as you can see from the attached picture this is not a Creme color and then compare it to the picture shown on your website. Not even close. I have never dealt with a company that takes such little interest in customer service and satisfaction. This furniture was chosen for our second home in Key West and decorated accordingly for a waterfront beach home and this color does not match.

I was looking for a desk for my home & a round table/chairs for my dining area. I found what i thought were nice products so i went to the store & saw the dining set, but not the desk. I ordered both. As i was leaving the store, i also found a rug that i purchased.
When the desk & dining set were delivered on sat, 7/20/19, i found the desk would not work as it was way too shallow in depth. I called the store the same day & spoke with someone in cust serv who told me it would not be a problem. I am expecting delivery of the rug on 8/10/19, and was told the desk would be picked up that day of delivery. I couldn't reach my sales person, but he called me the following day & i told him what i needed. He then told me that i could not return the desk & would be issued store credit, which i do not want. We have been back & forth mon & today with him speaking with managers, etc., only to be told it cannot be returned.

Your online policy specifically states that if not satisfied the item can be returned, less delivery charge. Even though i didn't order online - as i wanted to see it & the dining set as well, there should be no difference - as i did not see what i was purchasing.

I am extremely disappointed with this situation and would like immediate assistance. I don't need anything else for my home & certainly cannot afford to loose this money. I am 77 yrs old, on social security & still working to pay bills.

Your assistance is greatly appreciated. You can reach me by phone or email. Patricia mayers, [protected], [protected]@gmail.Com

This furniture was bought 5 or 6 years ago. It was sold to me as leather. The sofa, love seat, TV stand, end tables and coffee table were about 3000.00, maybe more. I also bought the warranty. This was supposed to cover any damage to the furniture. The sofa and loveseat is peeling and cracking. When I complained to the store in Mcdonough Ga, they said that was normal wear and tear and my warranty had expired anyway. The warranty was for 3 years. Since I don't believe leather will peel or crack like this, I think I am entitled to a credit or my money back. I haven't had this furniture so long as to have it be in this condition. As you can see, there are no tears anywhere. It just cracked miserably and peeled making this an unsightly piece of furniture.

I was to have a delivery of 6 chairs on July 18, 2019 delivery time 4-8pm around 7pm a very very rude woman called to tell me as always they running behind and will be at my home between 7-10 pm I said that I am not excepting those times for I need to leave for the airport to pick up family at 9:30 she hung up on me and guess what not a sole or truck showed up at all.. So the next morning at 9 am a Rooms to Go Truck came in and delivered my neighbors book case I asked if my chairs where with then they said no I told them what happen. So I have been on the phone since 8am this morning first lady tells me they where at your house at 7pm but no one was home I said excuse me I was in my front yard and cell phone in my pocket watering new grass until 9:30 when I left but left with my neighbor in charge in case they show up.. so then I asked her to put her supervisor on the phone he Justin changes up the story and says I cancelled the order and it was sent back to Katy Warehouse and it will take a 48 hours turn around and then they will reschedule my chairs I have asked them to have a long talk with the inconsiderate rude woman but after reading all the delivery complaints it looks like they do not care so the moral to this complaint is I have to wait on their terms as to when I will get my chairs and my suggestion to the consumer go some where else for these people do not give a flying hoot about you once they get your money! my number is [protected] order number 8696830 Donna Gott

I got my sectional couch delivered to my house and when one of the movers tilted it up on its side it dented two spots on my ceiling over hang, ridiculous that I sent pics and called right away only to find out 4 weeks after badgering the so called claims department because they wouldn't answer me that they denied my claim.. No apology no nothing, just stuck me with my damaged roof.

We ordered furniture from the Ft Myers RTG to be delivered to our second home in Jasper, GA. We chose the delivery date to be July 1. My daughter took off from work to be home for the delivery, and we arranged for 2 burly guys to come and move the furniture out that we were replacing (they came the day before delivery date) We were to be up there on vacation starting July 3rd. The morning of the delivery date, we received a text from RTG saying our delivery date was July 8th. This was NOT our delivery date! I called right away, and was told that the delivery date had been changed on June 12th, yet NO ONE bothered to let us know that the date had been changed UNTIL the date we were to receive it. My 90 year old mother in law was coming with us on vacation, and we all had nothing to sit on for a week. I was told I would be "compensated" for my inconvenience, but when I received my furniture and called the manager about what would be done, I got nothing. The salesperson called me back and asked about the furniture...I told him what had happened, and he said he would get the manager to call me back. It has now been over a week and still no phone call. I was going to be replacing the furniture in my home in Ft Myers and was planning on using RTG, but I will not be doing that. The lack of care or concern with my experience has left a very bitter taste in my mouth. RTG has forever lost my business. My order number was 24069614S.

I ordered an adjustable base after being told the base would work with my bed. They delivered the adjustable base and then said it would not work. I asked to then return the adjustable base since they lied and said it would work. They said they do not take returns for the adjustable base. The base has never been used and not even touch my anyone but Rooms to Go employees. So I am stuck with a $700 adjustable base that I cannot use and cannot return. TERRIBLE IN-STORE AND PHONE CUSTOMER SERVICE!

BUY BEWARE…..
During my purchase of the Renzo Dual Reclining Sofa and Loveseat, I received exceptional service provided by a Sales Representative named Jim. The problem began during delivery on June 21, 2019. I received by merchandise 30 minutes after the promised delivery timeframe of 4-8pm. The delivery guys unloaded the items and ask if we could verify the package items prior to assemble. After set-up we were asked to make sure everything was good. During this process I noticed the left armchair on the loveseat and the sofa were not securely attached/connected in place as the other pieces to the sofa and loveseat as though the track was bent during insertion not allowing it snapped into place, so of course I questioned this with the delivery guys. They responded with "I'm not sure", but we can write it up and request an exchange. I began to take pictures as proof of delivery for my records, and the delivery guy asked if I could forward the pics to him as well. The next day I made a call to Rooms to Go in Dunn, NC, and spoke to a Sales Representative in reference to the condition of the new merchandise I purchased. The Sales Representative informed me he would relay this message to the RIG (Customer Service Department) to contact me concerning this matter. I never received a return call for several days, so I contacted the Customer Service Department and explained the situation to the CSR, she informed me that she could send out repair in a confrontational manner. I responded with "no malm", I paid for new merchandise and that is what I expect to receive. She then said, "I could put in an order for a new left armchair for the dual loveseat and sofa for Saturday, July 2, 2019 between the hours of 4-8pm". After taking off work early to make myself available for delivery, the merchandise arrived approximately at 6:30pm. The delivery guy asked if I would verify the items ordered prior to set-up just as the previous delivery crew did during the first initial delivery attempt. I followed the delivery guy to the truck to view the items and noticed they were wrapped in a navy-blue dirty quilt and what appeared to be some thick clear tape, as though the items were picked up from a previous customers home due to an issue of some sort, then delivered to me. So, of course I declined delivery and questioned this with customer service. I was informed by customer service that some of Rooms to Go merchandise is removed from packaging to allow room on the truck for additional items to be delivered. I told the representative I do not want furniture placed in my home wrapped up in dirty quilts with no knowledge of where this furniture had been, nor do I know where the quilts have been. I paid full price for new package furniture and that is what I expect to receive, nothing less. The representative responded with "so you want new package furniture", I said yes. He informed me that the earliest delivery date will be July 13, 2019. I received my delivery today and once again DEFECTIVE MERCHANDISE! I drove to the Rooms to Go in Dunn, NC where I initially made the purchase to request a refund on this order that I have yet to enjoy in my home I was told they won't let you get a refund. This entire process has been frustrating and a complete disappointment! The first picture shown below of a missing piece is what was left in my home along with the other defective pieces by your delivery crew.

I called Rooms To Go on July 2nd and waited for 20 minutes on hold and then hung up. I called July 2nd for 25 minutes and then hung up because I had family in town. I called back in July 3rd ( my delivery date) and after 20 minutes spoke to someone and asked that the driver please call 30 minutes before arrival and I will make sure I'm home. I received a call from Rooms to go while I was enroute to take my mom to the doctor and was told the driver was knocking on the door and no one was answering. I then called The 20 minute wait line again and was told not to call back until Friday eveningJuly 5th and hopefully they can get me my furniture within 2 weeks...WHAT! I told Customer Care that I had asked that morning for a 30 minute window because my original window was 2-6 which was perfect. Her answer was sometimes we can't get ahold of our drivers. Wow, seriously.

Have only had chair about three years and am still making payments on it. It was not a cheap chair. The right side arm has broken on the chair. When I called was told it was only warranted for one year. Ask if they could help me out in any way and was told no. Now I am stuck paying for a chair that is not even usable. I have spent a lot of money with rooms to go but the quality of the workmanship is very cheap. Sad when a chair doesn't last as long as the financing.

I have a material protection warranty on the chairs of kitchen table set. they have been cleaned several times. ON 6/25/19 a serviceman came ( service num 2900795) to supposedly clean my chairs. This time he just took pictures. We spoke to Emily and Mr Carlos her supervisor on 7/2/19. We were advised to get chairs cleaned professionally on our cost before chairs can be rebonded and reevaluated. They could not provide in writing this policy. we would like our chairs replaced as expected per the warranty. we are taking this route of this written complaint before contacting the BBB.

Endia Johnson PItts

email: [protected]@hotmail.com
ph [protected]

I have already brought a complaint to customer service. We bought a sofa from my daughter for her birthday it immediately started having problems. As I stated, that complaint was made to customer service with no results. PLEASE DO NOT purchase furniture at Rooms to GO. The furniture looks great in the store with their beautiful decor but when you get it home you quickly realize it is low quality. Then you think Customer Service will take care of it. Well THEY WON'T! We were told by customer service that is you so much as treat a stain on a cushion you have voided the warranty. They will do NOTHING!

To reschedule a delivery due to delayed move in date, customer service said I won't have my furniture set until early August. And there's nothing I or they can do about it. She just told me where to cancel my order with Rooms to Go. It's always something with them. Over 2k spent on furniture with them and they can't do anything for me? But I was going to have it in 2 days originally.

My daughter paid $4000 for a bedroom set that was to be delivered today. We the driver said no one was home when he went to the door witch is a lie because he never knocked on the door because if he had the dogs would have barked mon stop. So she was told her order would be put at the end of the rout! Well she took the day off of work and waited for hours and at 8pm tiny was told on delivery! So she will be sleeping on the floor for the next few days till she can take off work to be home for hopefully a delivery. NEVER WILL WE BUY FROM THIS COMPANY AGAIN BECAUSE OF THE WAY WE HAVE BEEN TREATED!

My sofa/love seat/chair when delivered was damaged on 6/13/2019. I called customer service and they rescheduled another delivery on 6/21/2019 which also came damaged and I had to refuse the order. Spoke to customer service rep on 6/21/2019 and she assured a manager will get back with me at earliest. Today is 6/24/2019 and still no response. Also sent an email on rooms to go website and no reply from there. Let's see if I get any response from here.

Thank you
A[censored]a Patel