Rooms To Go
Reviews and Complaints

I have received merchandise that did not fit the order we made in the store but I am getting no satisfaction from the local store, Gulfport, MS #684. Order number is [protected], Phone [protected].

My wife and I went to the store, #684, on January 14th, 2017 to see if we could find a bed for a room in our home. We found a bed that met our needs and worked with the salesman, Justin Barnes (038300), to order the bed. We asked for a full size bed with a full size mattress. Justin put in the order on the computer and my wife noticed that he put in a twin size by mistake. She asked him to correct it and he said he would as he completed the order. Then he started pitching us other items we needed like a mattress cover and Bunkie board, which we accepted. He then put that info in the computer and quoted us a price, $1053.91, which we accepted. I then signed a second terminal, not seeing the order just a signature line. We left the store at that point.

On January 24th the delivery truck showed up. I showed them where I wanted the bed and went back to my home office to work as they put things together. The delivery person came to me and explained we had a twin bed frame with a full mattress and accessories. I called Justin at his office and explained that we had a problem since we had ordered a full size bed. Justin told me on that call that the error was his fault and he would correct it. He stated that I would receive the full size bed frame at no more cost to me. He told me he would call me back later that day. He didn’t call.

A few days later I called to get the updated order number ([protected]) and a delivery date. Justin told me the full sized frame would be delivered on February 8th. I asked if there was any extra charge and he told me that he had taken care of that since it was his fault we had the wrong bed.

We received a call a few days later that went on our voice mail that we had to pay an extra $133.74 to get the full sized bed. I called Justin on January 31st to ask what was going on. He told me he would talk to his manager and get it straightened out and then call me back. He never called.

On February 3rd I called and was told Justin was busy. I left a message for him to call me back. He never did. I called again on February 6th and Justin was not in the office. I talked to another salesman (don’t remember his name) and was told that I needed to pay the extra money to get our bed. I told him I was not going to do that. I told him to come get the stuff delivered out of my house and give me a refund. He told that the company did not allow that. He said he would talk to the store manager and have him give me a call back. No one called.

I called on February 7th and left a message for the manager. He never called. I called on February 9th and talked to Justin at length about the issue. Now he was telling me I had to pay the extra money to get my correct bed. He told me he would talk to the manager and call me back. He never called.

I called your Customer Service Number and spoke to a person there. I was told that I had to work out the issue with the store because he had no power to fix the issue. I told him I was trying to work it out but was not getting anywhere. So, your customer service was no help at all.

I called the store again on February 10th at 1:21PM and left a message for the manager. I never got a call back and I waited 2 hours for a call. So my wife and I went back to the store to talk to the manager. (this is a distance of 20 miles one way which is why I was trying to solve this via phone) After I explained the situation and all of the phone calls and all the times he was supposed to call us he told us that no one had told him anything about this issue. He actually was angry at me for even mentioning that his people had not told him. Frankly, I did not believe he heard nothing about this issue beforehand. Then he went in his office to find a solution. He returned about 10 minutes later to say that he could give us a $100 store credit. I told him that was unacceptable since the problem was not my fault that the order was screwed up. I told him I wanted him to send someone out to the house to pick it all up and give me a full refund. He refused. I told him I needed that done or I would have to go to talk to a lawyer. He pushed the order paper into my hands and walked away saying he was done talking to us.

At this point I am at my wit’s end. I need this resolved. I acted in good faith working with the salesman to correct this problem HE created and got promises that were not fulfilled. I have tried your customer service number and got a run around as well that they were not able to help me. How is that possible?

So, I am writing to you expecting a resolution. As it stands I will never set foot in that store again. The way we have been treated by your company on this issue is abominable. I am appalled at the lack of customer service skills or appreciation.

So, at this point I expect one of two things to happen:

1. Someone comes out here and picks up this merchandise and give us full refund in the manner of my purchase ($500 cash and $553.91 to my credit card). I have attached a JPG of the merchandise which is still sitting as the delivery people left it, untouched and unwrapped.

2. Someone comes out here with the correct full size bed frame and completes my original order.

Those are the only 2 choices. If I do not receive one of these two in response to this email I will contact my attorney.

I've sent 2 emails with no response. Your customer service reps are rude, disrespectful and should be unemployed. To hang up on customers multiple times, call you a liar and give no assistance what's so ever. They are not problem solvers and should be out of busIness if you cannot take care of your customers. It's pathetic. I will never buy a piece of furniture from Rooms to go again and would never recommend this company to anyone.

On 08/08/15 we buy the dining room set. After the year we buy the set the table start pelling off on the top. I call customer service and since we buy the extend warranty they said the will send a technician to check the table so i file the report on 11/10/15 they check the table on 11/23. The technician said he can't fixed so he will talk to costumer service took pictures and left. A week later customer service call me to tell me the extended warranty denied the claim. So i call the warranty and they said it was customer service in rooms to go. They make another appointment for 12/23/16 and another technician came and the same took pictures and left. Rooms to go call me and they said my claim was denied cause it was not manufactured defect. And when i buy the dining room the salesman told us that the extended warranty will cover anything.

Claymore Park black panel bedroom
purchased in September 2015.

Corner of chest is splitting cracking. First repair done in March 2016. Noticed yesterday that it is splitting again! Same exact spot. Soon the corner will fall off of the chest. Customer service could not help. Out of warranty. Even though a previous repair was done.

Side boards on the king bed split (cracked). Like dry wood splitting apart. Even though these boards are decorative and only hold the head board and foot board together. Replaced in October.

Bottom of night stand wood split and cracked. Replaced in October.

So there is a history with this furniture to have problems and issues with splitting and cracking. I am still making payments on this furniture and it is known to be defective. My previous bedroom set purchased from another furniture company lasted 25 years. No issues, no cracking/splitting. Nothing defective. It is sad, frustrating and horrible that after a year and a half to have this many issues with this bedroom set. What is going to happen 5 years down the road?

I

we purchesed a couch from rooms to go less than a year ago and not even four months after it started peeling at the seems and then all over the sitting area .this is couch that is hardly ever used do to the fact we work all week and the only time we use it is on the weekends . we would like this issue resolved soon as posible .
i would like to exchange for something different.
date: feb. 09, 2016
agreement #mnf0140
item # [protected]
model# sfa500

It started off when my leather color was coming off. I asked someone about it and they said it wasn't right. That's not supposed to happen. They told me to call customer service that it is on warranty. So I called, They told me its not. But they said for me to take pictures and email them. So i did. They called me back and said it would be under a factory warranty. They told me to go to the store and pick out another furniture. They were giving me a credit of the furniture. So I did. The guy was nice. He set it up, and I paid extra for the leather protection originally. Well he came back and said I owed almost $500 extra. They were charging me for delivery, Which why? I already paid it once. Its not my fault this was a manufacture defect. And of course they were charging me for the leather protection. I voiced my opinion. They took care of it. I then owed $12. Really? Why? Now this is where I'm a little mad, okay, really mad. I waited two weeks for the delivery. They gave me a window of between 10 am and 2 pm. So I set my schedule on that. I had a unexpected funeral to attend, waiting for a phone call, I sat in the back. They called me to tell me its going to be later in the early evening. I told the dispatch this was unacceptable. I have dinner plans after there delivery. I also told her to tell the drivers to step it up. She then hung up on me. So I called the customer service and they said the same thing. I asked for a window, they said they cant give me a window. I'll get a call 30 minutes before. Not only I'm going to waste my day I'll miss my dinner plans also. Well not only I never received a phone call from the delivery drivers. My delivery came after 6 pm. I'm not blaming the delivery guys. They worked really hard. But they did tell me that the company added 4 more deliveries that what they can handle. Of course it put me last. Thank you for screwing up my whole day. I will be reporting this to the BBB and any other site I can find. This Is very unprofessional. They get there money and then It's a fight to receive your furniture. It shows on many many complaints you read here or bad stories you've heard from people that have dealt with rooms to go.

We purchased a sofa and chair set from Rooms to Go in 2009 from a Rooms to Go in Clearwater FL. We live here 3 months a year. In 2014, both pieces started to fray and shred (see attached photos). They continue to peel away. We visited the store, spoke to the manager and showed him the problem. He suggested we call corporate. We called and were told that the sofa and were chair were too old. We explained that even though that was true in years, it was not true in actual wear. We were told they would review the case but never got an answer. We have returned to our condo this week. The chair and sofa have gotten worse. We are planning to throw them out.
Our experience with the sofa and chair and the service at Rooms to Go was awful. We will not be shopping there again and have shared our discontent with friends. Very sad
Paul Folkemer

I'm not the kind of person that gives complains, but my experience was really bad, i bought a bedroom set and a sofa, after 2 months waiting on my delivery, the dresser was broke, i had to return it, my bed was incomplete, i still have part of the furniture in my house, and still waiting for you guys to come and help me out, i contacted customer service and a very rough lady treated me like a piece of garbage, telling me that I have to wait for your availability, after i had moved all the stuff from my room, honestly very disappointed, is my first time buying from u guys and it will be the last one, and i will make sure that I tell every single person that I know, my experience with you, thanks

I purchased a new living room set from Rooms To Go in 2015. I noticed some dried looking debris attached to the outside of the furniture but really didn't think anything of it. Within a year, I started breaking out and feeling like something was biting me but I couldn't figure out what was going on. I have my home exterminated every 3 months, never saw anything. After several months of torment, I began wondering if it was bed bugs so I Googled bed bugs to see what they look like. Then 1 day, I finally saw something that resembled a pic so I threw my mattresses, the beding, pillows, mattress covers, EVERYTHING away, I thought all of it had somehow got infested. After sleeping in another room for several months, I finally purchased new mattresses, bed bug covers for them as well as bed bug covers for the pillows. I purchased new bedding and sheets as well. I was so excited to move back into my brand new beautiful room. Five days after getting my new bed, I saw a bed bug in the middle of my brand new comforter! I was devastated! I wanted to just grab my purse and move! Instead, I contacted my exterminator who came out and treated my bedroom, he confirmed I definitely had a bed bug problem just before I got rid of my old bed so when I saw this new bed bug on my new bed, I just lost it! I contacted my exterminator again who came out and exterminated my bedroom and whole house and yard again. While waiting on him, I began frantically looking at all my furniture. I decided to check under the sofa pillows only to discover the whole sofa set was infested! I literally saw them embedded in the Micofiber! They were hiding in the seams, some was alive, some was already dried up like what I had seen on the outside of the sofa! They were very hard to see because of the chocolate color of the sofa. As it turns out, while lounging on my sofa and then moving to my bed, I was transferring the bed bugs from the sofa to my bed which means there was nothing wrong with my mattresses at all, it was the soda all the time! So me and my grandson had been tortured for a while, being eaten alive!
In 2013, I purchased a bedroom set with mattresses/box spring for my grandson also. My daughter advised me they had bed bugs in their brand new home. The exterminator told her they seem to confined just in my grandson's room. They were in the furniture I purchased for him from Rooms To Go. She was forced to throw away a practically new bedroom set, including the mattresses and all the bedding, pillows, etc, all of his books and some clothing. After my ordeal, I realized that both sets of furniture came from the Rooms To Go warehouse in Brookshire Texas! I will never purchase ANYTHING from Rooms To Go ever again! The warehouse where they store their furniture has to be infested with bed bugs, that's where both sets of furniture came from! The public needs to be warned because this is a serious problem! Of course I threw the sofa set away and everything else in my living room. This was 3 1/2 years of torture and lots of wasted money spent!

On December 31 my family and I went shopping at this store at around 3pm in the afternoon and were met by the rudest sales rep. I have ever met. We were looking at the headboard to purchased and we politely asked the sales rep. about the price. The price were double what we saw at the other RtoGo so I asked the rep. (Keith) why was the price so expensive at this store compare to the other one. He then rudely cut me off stating "You can't compare the price here with other stores such as Ashley Furniture etcs." You can't compare pears with apples" I was like no really, you think I am stupid. Each time that I tried to explained to him what I was saying he would rudely cut me off so I just walked out the door. On the way out I passed three other RtoGo reps. just lounge around on some leather sofa as if they were on a New Year Eve party. I vowed not to return to this store and purchase anything from RtoGo ever and will tell everyone about this rude treatment by RtoGo.

University Place Showroom
8620 Jw Clay Blvd
Charlotte, NC 28262

My name is Mildred Garcia-Vargas, about one and a half year ago my husband and I bought a red living room set at the RTG store in New Port Ritchey Florida. We have always purchased our furniture from your company which is why I am so surprised and disappointed. The material has been deteriorating and falling off the furniture, we sit and the plastic material falls off, it's ridiculous because furniture is not suppose to peel off this way, now our money is down the drain.

This system is not allowing me to add my photos, please provide me with an email address to do so. I believe a reply to what can be done will be appropriate. My contact information is below, I will be more than happy to provide you with additional information in an effort compensate a long time loyal customer.

Thank you,
Mildred Garcia-Vargas

10467 Keystone Street
Spring Hill, FL 34608
[protected]
[protected]@gmail.com

The end of July I ordered my furniture along with an entertainment center. I received my things different dates piece by piece. When they delivered my sofa, it had a crack on the frame. So again I had to wait more time for them to replace it. About four months later the frame to my loveseat broke. They sent a tech to check on it and said it would be replaced. So today they delivered a sofa instead of a love seat. And told me I would have to contact customer service and have them document to bring me a loveseat. I'm one angry customer. And this is pathetic for the mount of money and bull crap we have to deal with. I would not recommend rooms to go to anyone. A waste of time and money. So now I wonder what rooms to go is going to do for me?

On Nov 19th of 2016, I purchased a kids bed frame at Rooms To Go in Brookshire, TX. I was asked to sign twice on an electronic pad. First was for "credit card payment". Then I was asked to sign again. The sales person, Emmanuel Gonzalez, said "this is for you to pick up, not for us to deliver"

I was supposed to pick up the bed frame on Nov 23rd. I took my daughter there, and she did not like the bed frame, so I decided NOT to pick up the bed frame, and to return it instead. However, the store manager (Vanessa Navarrete) told me that I have to pay 20% re-stocking fee. I have not even picked up the bed frame, how come the re-stocking fee? Where is the re-stocking? The store manager then said I had signed a "terms and conditions of sales contract" that specified re-stocking fee. Apparently, while they told me that my signature was for "picking up", they actually put my name on the "sales contract", which was never mentioned until now. Although they fraudulently put my signature onto a document what was never even mentioned, they insisted that the "sales contract" was valid, and I have to pay the re-stocking fee.

My name is Roberta Garcia. I was sent the wrong cushion color, I called and asked for the correct color. I was told they would be here 10/31/16. I called several times and have been getting the run around. I am told RTG is waiting on the distributor. I was given a 2 wk time frame, then a 30 day and a 45 day. Now I am told it could take up to 90 days. Please help!

You are waisting your money and time there! I purchased $4000 worth of furniture with 600$ delivery cost! and after three weeks still haven't got my bed frame! Their customer service is terrible! they call you 7:30 am to deliver! and if you don't answer you have to wait 48 hrs to reschedule! Or they don't understand you are supposed to work! I call the to reschedule my delivery, they said the manager is going to call me! and he calls after four days in the middle of the day when I am working! They have costumer care center which should be called costumer we don't care! If you want to have your furniture delivered, this is not a place to go! And don't listen to their sales person! you won't have your furniture delivered!

Will never purchase rtg ever again!We have spent hours dealing with costumer service and getting passed around...

Worthless! We bought our 3 piece leather set with power 3 years ago while in puerto rico on military orders. We made it back stateside (2 yrs of ownership) and our couches looked like a cat attacked them we do not own a cat! Stateside rtg refuses to help us and pr rtg offered us $250 that they will "allow" us to use in states which barely covers shipping!

Understandable if one falls apart but all 3! We paid $2275 for these pieces of *** quality furniture they carry. Again bye rtg you do not back your furniture and your not worth the money!

Will keep spreading the word until rtg corrects this issue... Btw I work for a huge hotel chain and will do my best to make sure they do not purchase from your company ever again!

I bought several things from Rooms to Go less than a year ago. Within 6 months, the mattress (a Sealy) started to cave in the center. I dealt with it for a few months, thinking that it might just be me, but after months of backaches, migraines, and sciatica, I called customer service. They sent out someone to evaluate the mattress. It had fallen 3 inches in the center without any external pressure. I cannot begin to imagine the depth with pressure. In any case, the woman who called me told me the replacement had been approved and I should go to the nearest Rooms to Go, pick out a replacement and the salesperson would help me order it and arrange for delivery. I drove 45 minutes to the nearest store. The mattresses there were quite horrid in the price range I was afforded, so I chose to spend an additional $800 on a much better mattress. I ordered, was told it would be delivered that next Saturday, paid, and left a happy(er) customer anticipating a decent night sleep at last.
Then I arrived home and received a call from Kaitlyn at RTG saying that they had canceled the order and refunded my payment because I was not supposed to order or pay in the store. I informed them that I had followed their directions and if they had to cancel the order, why didn't they just re-enter it and then call me? Were they entering the new order now? No, they were just calling to confirm what I wanted. Of course I wanted it, I already paid for it! No, they would call me when the order was complete and then I could pay...again. Would I still get it Saturday? Yes, I would probably get it then.
TWO days later, Kaitlyn called finally, to tell me the order was complete? No, to tell me my order was about to be put in. No, I couldn't pay for it yet. What about Saturday? No, I could not get it then. No, she never told me that I could. No, there was no supervisor that I could speak to. No, calling Corporate would not help, they wouldn't do anything anyway. Also they couldnt help because the order wasn't in yet. She was rude and abrasive.
Being extremely frustrated, I called Corporate anyway. Guess what? Online is an entity unto itself, corporate will do NOTHING to assist. They don't care. However, it turned out the order was right there and had been input the day before it was just waiting for payment.
They transferred me to Brent who wanted my card information. I gave it to him and he said he would try to help but since I ordered incorrectly, they had to follow their procedures. As though I had gone out and ignored, rather than follow, their instructions. Well, he knew that no one in HIS department would have given me those instructions so it wasn't his problem to fix. Giving up on finding any accountability or sense of responsibility at RTG Online, I gave my card information and was promised that he would call me back with a delivery date.
Instead, when I arrived home a message was waiting saying that he could not use the same card that I used in the store and that I needed to go online, purchase a gift card for the amount and call them back with the confirmation number. I have never been jerked around so badly by any company. What kind of internet department cannot take a credit card? That the customer has to buy a GIFT CARD to buy their product? That is what internet scammers do. I would rather lose the money I spent on that worthless mattress than give them another dime. I will be happy to tell every person that walks into my restaurant to NEVER shop at RTG ever again.

Delivery today for sofa set, however they delivered but (wrong color). Rooms to go need to take consideration, I took off work for my delivery. Now I need to take off again, for an error on Rooms To Go behalf . Rooms to go will not compensate for my loss of wages or apologize which is ignorant of me to continue shopping here. Contact the store manager (DAN). Speaking with him was such a waste of time. Apparently he could are less, from his tone. Attempt to call the regional manager, left message. Please do not shop at this location, sales person do not know his colors and the customer has to suffer for it. Management do not care at all.

Ms.Walker

I purchased products 10/08/2011. In Aug 2016 the sofa starts peeling and discoloring. Contacted RTG, sent pictures and they advised the set is out of warranty and they could give me an in store credit of 412.00 and was told by Rep if I purchased anything I will be responsible for delivery charges and to return damaged products to them. Will never shop at RTG again. I am upset and frustrated more was not done for me.