Rooms To Go

Visited Rooms To Go at The Colony Store, in The Colony, TX; loved the entire

bedroom set with dresser, nightstand and chesser drawer to be advised all items were being discontinued. Both the sales rep and assistant store manager they would follow-up with discontinued pricing. Over the course of a week, I called for updates; no response. Finally spoke with sales rep on return to work that the pieces were NOT being discontinued and delivery for the furnishings were not available until mid-November with the exception of the queen bed.

I was disappointment and confused how items were listed as discontinued and then a few days later available again. Nonetheless, I purchased the queen bed on Tues. 9.26, delivery scheduled for Sat. 9.30.23. Awesome communication and timeliness of the delivery team, however the bed was missing legs to the footboard. After speaking with dispatch, Customer Service three different times (all with conflicting stories on replacement of missing item delivery), I was unable to sleep in my newly purchased bed for three nights.

I was contacted Monday for replacement part install on Tuesday. Advised that delivery charge is being processed for reimbursement.

My husband and I bought patio furniture, along with the warranty. We had to file a claim, for one of our grand dogs went pee on the cushions. We sent pictures on 8/5/2023 to show the pee stain. On 8/8/2023 I received an email stating, “We have sent a part order request to order a new seat casing for the Loveseat. Rooms To Go should reach out to you within the next 3-5 business days for next steps.” Several weeks past and we went into the store to request an update. The manager looked into the claim and saw that it had sat stagnant since the last email. He sent an email asking them to resolve this and reach out to us. On the following week I received a phone call, stating that our claim had been approved and within 5 days, I would receive an email with the shipping instructions. It is now 9/29/2023, still no email or cushion covers. DON’T PURCHASE ROOMS TO GO WARRANTY.

I ordered a king bunkie boards on 09/16/2023 and then decided to cancel the order on 09/17/2023 a day after ordering it. I called and cancelled or so thought i cancelled, I waited 7 days for my refund as of 09/25/2023 i still had not received my refund so i called [protected] the person i talked to informed me that it was never cancelled but just removed from my order. This person then transferred me to online sales to cancel my order. The person on the other end said they have cancelled my order and it will 7 - 10 days longer for my refund. This is not an acceptable way to solve and issue that was the lack of an employee from Rooms to go with not following through with the cancellation of my order. Disappointed with this resolution. my phone number is [protected]

My name is Gladys Lord. During I month of September I brought from your store 2 queen beds, 2 night stands, 2 dressers. Everything arrived on time except the white dresser Order #[protected]. After waiting so long, finally I was advised that I will receive the dresser today. When the deliver guy came to my office and open the box, there was something completely different than the dresser. I sold the dresser I had previously and I have all the clothes on my bed for almost a month. I call your office and they told me that I have to wait for the next delivery date. This is unacceptable. If this is the case, I prefer to return all the other furnishes that I received. I have a good credit and I can get furnishers in any other store. I will accept a credit or something else due all the stress I am going through. If I am not satisfy with your answer then my next step will be to return the other furnitures.

Purchased sofa and loveseat less than a year ago. Material on the sofa is coming apart and into little balls. The tech came out and look. Agreed the material is coming apart and will be sending me new covers. It has been over a month since he came out and I have heard nothing. Called room to go service to find out the status. They said they decided it was normal wear and tear and would not do anything. They also said they called and left a message.

No call back or voice mail received. They said they called and left a message but can't tell me when. First BS. Tech stated he see this a lot out of this material and Rooms to go is aware of the issue. He will be sending out replacement. Now when I called Rooms to go states the claim was denied and it is normal. Places on the sofa we don't even sit on much are coming apart. If this was normal no one would buy this furniture.

When i bought my sectional, the salesperson sold me on Guardian, by stating that no matter what happens to this couch in the next 3 years, it is covered, including sawing it in half, which i found weird, which is why it stuck in my head. Well, i did find a small 1 inch tear and contacted Guardian and they said since it is on a seam, they will not cover it. I called RTG customer care and spoke to Steven Longbook, who stated that he didnt care about my issue and that I should have not believed the salesperson and read all the small print for myself. I am just upset that i was lied to so badly and that this tactic is being used daily to swindle people into buying this coverage. Your ocmpany has gotten so big taht it seems as though you dont care about your customers anymore. This was purchased at the RTG in Dunn, NC.

On August 18, 2023, I visited the Lebanon, Tennessee Outlet store to look at bedroom furniture. I saw the set I liked, which was the Queen sleigh bed in black, a nightstand, and a dresser with mirror. I returned to the store the next day, August 19, 2023, to complete the purchase and added a queen size mattress with a bunkie board. One problem was the upholstered headboard was on backorder and would not be available until September 13, 2023.

I asked if I could pick up everything minus the headboard and was informed that was alright, so I picked everything at the customer pickup warehouse minus the headboard on August 20, 2023.

Today, September 12, 2023, I called RoomsToGo to ask about picking up the headboard on September 13, 2023. I was told that RoomsToGo called my phone number on September 10, a Sunday, at 5:15 PM to verify that I had the headboard. The problem is, I got no such call and do not have the headboard that I paid for and was told the invoice is complete/closed. Now, I will have to wait until the store is open on Thursday, September 14, 2023 to get a resolution.

I bought king size bed on 04/17/2021 order # [protected]. Bed delivered damager and again and again. Rooms to go gave me option to only exchange the bed so i ended up paying extra to but another bed Order#[protected] on 09/27/2022 Same thing happened they delivered damaged and now i have issues with the storage drawers they never delivered right drawers and they want me to take $150 while bed look bad with the storage drawers not flushed in the food board. They switched footboard and drawers but still same condition. I am beed waiting for call from rooms to go customer service so they can again send the another drawer to try if that works but they said supplier don’t have drawers right now. Basically they never deliver me quality product (bed) and then they pushing me to get different bed while i bought all matching bedroom furniture. I am dealing with this over 2 years now cannot tell how many time they send delivery ang technicians. For god sake help me to resolve this. Thank you

I called to see what can be done about my leather sofa that was purchased June of 2022. There is a spot where the leather is rubbing off. I was told that the 1 year warranty would not cover it. I purchased the extended 3 year warranty and again was told that this would not cover the issue. It was suggested that I send photos to [protected]@roomstogo which I have done on the following dates:

6/27/2023

7/13/2023

7/18/2023

8/11/2023

8/30/2023

Customer Service said there is a 7 year or 10 year policy on leather that may cover the damage. I have had no response to any of the emails I have sent. I have asked for confirmation that my email has been received with no return communication. Where do I go from here?

I purchased the 3-yrs warranty when I bought my sofa from the rooms to go, and I have issue on my sofa leather at this time, and claim it with my warranty. However, rooms-to-go said that 1yr manufacturer warranty over and that 3 yrs warranty cannot cover the defect on my sofa. When I purchased it, I checked with sales person that 3yrs warranty covering the leather issue, and if they cannot fix it, they are going to replace with new one. However, they said that is not covering anything after 2yrs. They just sold unusable 3yrs warranty to me and not support anything. You must do not buy anything from rooms to go, their customer service is very awful, and also, the 3yrs warranty is not covering from rooms to go, that is going to contract 3rd party. Do not buy it even sales person give any beneficial comment to you!

I purchase a kids bedroom set at the end of March 2023. The bedroom set was beautiful had lights and an upholstered headboard. I started noticing bites on my kids skin and just thought they were mosquito bites. In about two months in my husband took a nap on the bed and a few days later he broke out with like an allergic reaction to something. The next month I noticed my daughter’s arm was full of bites, and that alarmed me. I called Terminix out. They looked in the mattress, couldn’t find anything, but when he flashed his light in the headboard, the bugs were hiding under this seams of the headboard. I called Rooms2go and they told me there was nothing they can do; something about it being an environmental issue.

I after learning what bedbug bites look like, we did find two areas on my husband body where he was a bitten too. They need to exterminate their warehouses!

I’m April of 2022 we purchased a sectional sofa and less than 7 months later we had a technician come out to fix seam rips on the top of the sectional. Fast forward to now, the issues are happening again. I contacted the extended warranty company and much to my surprise this issue is not covered. How is it that a product that less than 2 years old, and hardly used is falling apart? This sectional is used in a guest area, not a living room so it is not utilized very often. It is completely upsetting that Rooms To Go sells such poorly built furniture with a “warranty” that doesn’t cover their products’ shortcomings. I have learned my lesson and will not be purchasing anymore furniture from them.

I purchased a Cindy Crawford sofa , love seat and recliner at the Ft Myers location on Nov 28,2021.

It is just me and my husband (so the set is gently used). I noticed the back of all the seats are getting a sticky feeling. I tried using the leather cleaner that I received when purchased and it did not help. I have been buying leather my entire life. I have owned at least five sets. Some are 20 years old and none have ever had this issue. I asked the sales associate if these were genuine leather and she assured me they were not the cheap mixed leather or faux leather. I called the customer care (not very caring) and explained the problem and asked what I could do about it. She explained that the one year warranty was over and nothing could be done about it. I then asked for the manufacturer info and that I would take it up with them. She said she did not have that information to give me. That’s ridiculous. I am very upset because I have been buying furniture from RTG for 20 years and never expected to be brushed off like this. I know RTG claims this is genuine leather but from what I

researched, only leather mixed with plastics will do this sort of thing. I was told this was genuine leather and apparently it is not. False advertisement. This is not right. The year warranty is useless because it takes longer for the plastics to start breaking down. So, now I am stuck with a gorgeous, almost brand new set that is sticky and degrading? I paid over $4000. I won’t be taking my business to them anymore unless this is resolved.

DO NOT purchase the extended warranty! I bought my 2,200$ couch less than a year ago and was told if anything was to happen to my couch (scratches, damages, etc) the extended warranty would “fix it or replace it”.

I was moving a glass coffee table into my apt and didn’t notice an edge was broken, which dragged across my couch, causing scratches, exposing the padding in the couch.

I filed a claim was told because of how the accident occurred it’s not covered.

Useless cons trying to take more money from you.

My Husband and I bought a Mattress and Box spring. I asked the Salesperson if it came in Extra Firm and was assured it did so that is what I ordered. Extra Firm. After delivery, my husband and I slept on the bed and it wasn't Firm at all. Both of us sank into the center of the mattress and had to keep pulling ourselves apart. The mattress was not Extra Firm nor Firm. I called Rooms to Go and the told me that I'd have to find a way to get the unit back to them and Salesperson also noted that they did have one same brand in a Former model. I was annoyed because this is what I thought I ordered in the first place. I bought a mattress topper that was Firm nothing is helping. I have considered putting a board under the mattress to keep us from sinking to center. I am horribly annoyed and disappointed with Rooms to Go. Seemed like all they cared about was...GET THE SALE". My husband complains about this bed and we are yet to get a good night rest.