Rooms To Go
Reviews and Complaints

On the day before thanks giving, my powered recliner caught fire while reclining. That was the good new, could have happened while leaving the house. Well the chair was stuck in the recline position, Thanksgiving was canceled at my house. The carpet was burned ( 3 years old). took forever for someone to call me or even coordinate with me about replacing the furniture or my carpet. Its now New Years eve as I write this. I was asked to get 2 estimates, did this and was told we can't except those, we will offer you $200. for your carpet. It's a great room, that's why they wont replace the carpet. Well sorry I am not replacing a square of carpet, they wouldn't do it, neither am I. So, I will be calling the local news channel, and see where that gets me. I will never buy from them again. And on top if it all, the delivery people, who are contracted, and don't get paid unless they deliver, are telling their customers we did this on purpose. I smell lawsuit.

Used leaves for dining room table for the first time Christmas day and they were mismatched by at least 1/2". Requested replacements from RTG and they refused to replace them. This should have been caught by delivery personel when they delivered and setup furniture.

Purchased Living Room Brown leather set from Kevin at the Bradenton Florida location. Kevin stated that any damage such as a pen puncture would be covered, tearing etc. He also stated that we were purchasing "leather". We actually were purchasing that bonded material that reassembles leather. We are long time customers of Rooms To Go and are very saddened by the quality of our couches that we purchased. They look to be 10 years old now with the "leather" cracking and seams tearing. We would like to be refunded and then purchase an actual leather set. That is if Rooms To Go sells REAL leather. We will also not deal with the gentleman Kevin if we purchase from Rooms To GO again. He misinformed us and gave us false information just to make a sale.

My husband and I went into the local store on Monday (11/9/15) and picked out a sofa, love seat, chase, and ottoman. After the sale was final he asked what day I wanted delivery. He said Wednesday (11/11/15) is an all day time for delivery but Thursday and Friday will have time frames so the day before (or 2 days can't remember which he said) they will call you with a 4 hour time frame for delivery. So its 2pm the day prior (11/12/15) and I know typically I would have the call or text by now so I call them at the customer service # [protected]. The woman said there's still no time slot selected which is unusual. She said call back at 8am Friday (11/13/15). I just called and they said I have an all day delivery scheduled so 8am until 10pm which is NOT what I wanted. I complained to the lady on the line and she said there was nothing they could do or anyone else I could talk too. I then called [protected] and the gentleman took my complaint but they honestly could care less about wasting my time. I NEVER complain about businesses but this is unacceptable. I will not be ordering another item again from them and if my husband approves I will not accept this delivery.

The set was purchased for our conference room. We only use it when clients come in, which might be once a year - no exaggeration. The chair has been sat in less than 5 times and the leg snapped off underneath me. There was not abuse or heavy use. It was poor construction I would really appreciate a new chair or some option of repair. Instead all I got was a snotty manager, who I hung up on.

I bought the leather coach from Rooms To Go. They gave me one year warranty, but I started to notice that the leather started to fade away. I called to their customer services and asked if they could something. When the rep asked about the warranty, I told the date when I bought the coach. He responded that the warranty has ended, and they could do nothing. They haven’t told me for what period they have given this warranty.

Was late on second payment because it was after 5p.. by phone. payment accrued a $25 late charge . Called to inquire next month statement.(April) Spoke with customer service in April regarding charge. April payment paid on time, late charge assessed, but reversed 2 days later. Customer service rep stated the 25 would be credited back to account. I assumed so. I don't always open my bills when I know my monthly payment.**MY FAULT** long story short, the $25 was never credited and a $35 late charge was assessed to this 25 dollars each month on the same date as my payments were made and the payments were all made on time before or on the date before 5 p.. except for the second payment in march. This has added up to $205. I made my minimum payment but this time looked at my bill. I called to get an understanding of why a late charge each month on the same day as my payments. After much debating, I finally got it. $35 each time because of the additions added to the first late charge that was to have been credited. Only fair to say they did reverse two charges of late fees that were made on the same day. When I finally said okay I get what you have done, I don't agree, I said okay, I made my regular payment for this month, not the additional, but I see you are not going to budge, and stating that would they think I would have let $25 accrue to 205. I'll pay the balance from the amount I paid earlier. They stated that another 35 would be added tomorrow, next day cause it is now after 5p.m. I ask I get what you have done. I want to bring the account current. Please waive this $35 dollars as I going to pay the balance of the amount now. The emphatically said not to that. However, if I paid the entire balance of $3459.65 they would credit my account for $35 the late fee. WOW! This is how they get they get the interest on 0% interest rate. PLEASE BE MORE ALERT IF YOU MISS A PAYMENT AND PAY THAT UP FRONT. MY FAULT FOR NOT FOLLOWING MORE CAREFULLY. THEY WERE NOT COMPRIMISABLE AT ALL!

This is a store to avoid I made a purchase amount paid in full several promised delivery dates unfulfilled multiple phone calls to the head office and to the store where purchase was made I received nothing but lies and promises from different agents some claiming to be managers to no avail I decided to check this company online I was shocked and appalled that this store is stil in business an can continue to do this to unsuspecting consumers. Final payment was made on Aug.28 first promised date of delivery Sept.1 nothing second promised date sept3 delivery time frame 1pm to 8pm. I am still wating on sept.6 no chair to sit on no table fo my family to sit and eat and no stove. What are my options?

Hi My name is Lucy Johnson, I have purchase a living room, @ Bay Area Store Houston TX. I am very upset that this living room is not what I have purchased, I have been calling, all over and over to get this matter solved, but everyone keep telling and giving me different phone numbers I end up leaving a message waiting for someone to help me. I call this # [protected] same thing. I have requested to talk to a Manager, on 08/21/15 this lady said that she was the Manager, she was very rude y hostile, I have asked to talk to someone else, her supervisor. she said they will contact me. I still waiting for a call.
I need this matter to get solve as soon is possible otherwise I will return this leaving room and stop making payments. that is not the way that you treat customers. Be responsible as I am with my payments.
Please I need this leaving room to be change or exchange for something else.
I hope this time someone be kind enough to call or do something.
this is a reap off.

Received a furniture delivery on July 25, 2015 at my home at 4317 Oak Drive, Alvarado, Texas 76009 when the delivery truck backed into my 6 ft automatic gate, damaging it and moving the gate post out of alignment. Contacted customer service and reported the damage and was told the following after several calls: 1. A DRF (Damaged Request Form) will be mailed to you. Have not received the form to date. 2. The form was mailed give it a few more days. 3. Called one of the Facilities Manager to contact you to resolve the complaint. 4. Did the Facilities manger call you? No, will call him again. 5. There is nothing customer service can do will email the facilities Manger again and he will call you. Only he can solve the complaint. Sorry, there is nothing we can do. To date have not heard from anyone in facilities or any other part of the company.

Dear Mr.Seaman,

My name is Eboni Johnson and I am contacting you regarding a terrible experience I had with your delivery staff at 6:30am today.

I am terribly disappointed at the service I received this morning. I have been trying to get in contact with a supervisor within your customer service department center since 8:00am and have repeatedly been told I would be called back shortly; it's almost noon.

I'll provide you with the details of this situation and I'm really hoping this individual is fired!

I purchased a $1300 king sized mattress that was supposed to be delivered between the hours of 7 and 11am EST today. I was called at 6:08am and was told they would arrive in 10 minutes. Early but no problem it will allow me to get to work on time.

They put 2 plastic box springs up against my wall and handed me my mattress protector and said have a nice day.

I asked "Where's my mattress?"

Response "We didn't know you ordered one; I'll be right back."

Two minutes later Juan (or maybe his name is Julio) returned to tell me "i don't see it; they must have forgotten it. I'll have someone call you, bye.)

Me: "No, you call someone right here and now. If you can’t reach anyone take everything and I'll just get a refund and shop elsewhere."

Juan: "Ok, i need to move my truck."

Five minutes later I'm look to see what;s taking so long; only to see that they truck is gone. I call him on his cell five times; i ask why he left because he knew I did not want half of my delivery and I requested he take it back.

Juan: I don;t do what the customers tell me; I have to finish my route.

There was 5 minutes of back and forth then i finally asked for his and the managers' name. He confidently gave me that information and said " That won;t do anything to me!"

His cell phone number is: [protected] for your identifications purposes.

Anyway, he appears at my door about an hour later with my mattress. Throws it in my room up against the wall where the plastic covered box springs are resting and proceeds to leave. I told him not to leave without removing the plastic and setting the mattresses up.

So, they put the box springs down still covered in plastic; removed the outer plastic on the king mattress (leaving one layer of plastic on) and placed it upside down on the box springs and left!

I am a single woman that CANNOT possibly remove the plastic from these items AND flip the king sized mattress right-side up.

The attitude of your staff is horrible and suggests that the culture at Rooms to Go is:

We don't; care about our customers
We don't care if you complain because there are no consequences for or actions

I am astonished and disgusted by the blatant disregard and lack of respect that was displayed in my home this morning by your staff. Not to mention, I have yet to receive a call back to from a supervisor regarding my concerns.

I expect to have someone come to my house and pick up this mattress and its entirety because I refuse to patronize a business that is so discourteous to people.

Regards,

Eboni Johnson

I bought a kitchen set last year from RoomsToGo. The leg keeps breaking on the chairs. The company did come out a few times. Now the warranty is up and I want to purchase a leg, but was told it is longer in stock (discontinued). I called three time and got three different answers. Now I have three chairs instead of four. I will not buy from RoomsToGo again. Poor quality of furniture and poor customer service. Order # 9572137, Dated: 02-17-14 Store: 1602, Sales # 033128, Side Chair Cherry Sku # [protected]. Paid $771.79 for four chairs, table, glass & protection on cloth on chairs. I see adds in the flyers advertising this set, so it is not discontinued. I would like a new chair or leg..

My email to jeffrey seaman, ceo of rooms to go:

Dear mr. Seaman,

I am contacting you as a last ditch effort to resolve a problem I am having with a recent purchase from room to go. Unfortunately for me, none of the supervisors in your customer service department are interested in providing me with actual customer service. They just apologize and say there is nothing they can do. Of course, there is always something you can do— if you are willing to think outside the box and do whatever possible to rectify a problem that was a direct result of an error by rooms to go.

On june 20, 2015, I purchased a tempurpedic king mattress with the up foundation (So that the head can be hydraulically raised to a sitting position) in the amount of $4565.40, along with other pieces of furniture totaling $7531.24. The purchase was made at your sunrise, florida store. The items were to remain in their boxes because I would be moving to colorado shortly thereafter and did not want the items to be damaged in the move. When the items were delivered, I specifically asked the head delivery guy to tell me what was in each box, and further asked him if the hydraulic up foundation for the bed was included— to which he replied yes, it was in the box with the frame.

On tuesday, july 21st we arrived in colorado and assembled the bed, only to find that the foundation box springs were not for the upright foundation—they did not bend at the head, nor were the hydraulic base or controls for the base included. However, if you look at the attached photos of the two sku stickers on the box, they clearly indicate that the up foundation should have been in the box. Rtg mislabeled the box which contained the flat box springs.

I called customer service on july 22nd and the agent spoke with a supervisor, who said there was nothing they could do because rtg does not ship to colorado. I said I was aware of that, and that was why I made the purchase before we left in order to take advantage of the financing offer; however, because the error was on the part of rtg, they should rectify the situation by any means necessary. I did not spend $4200 on a flat bed that I do not want. I said I wanted to speak with the supervisor and was told he would call me back. Later that afternoon, I received a call from edwin, a supervisor. He said he was "trying" to help but there was nothing he could do, that I would have to take the foundation sent in error to the nearest warehouse (700 miles away in texas!) and exchange it for the correct up foundation. I told him that was ludicrous. He said it would be impossible for rtg to make the exchange and I told him nothing is impossible unless you are just unwilling to make it possible. Seriously! Rtg screwed up and you want me to have to deal with the fallout? So I told edwin I wanted to speak with his supervisor and was advised that someone would call me the next day.

This morning, july 23rd, I received a call from mindy, edwin's supervisor (Tel: [protected]). She was rude and equally as unhelpful as edwin. She spewed the same story, that there was no way for rtg to bring me the correct foundation and pick up the wrong one. I told her there was a way— that rtg could contract a freight company in texas, have them pick up the right foundation at your warehouse, bring it to me in colorado, and take back the wrong item to the texas warehouse. I told her I knew that would cost rtg money but, again, that wasn't my problem. Rtg should correct the situation they caused by any means necessary to thank me for my business and, hopefully, any future business. But mindy is not one to think outside the box. She just said it wasn't possible and that I would have to make the exchange myself. Or, they could reduce the price I paid for the bed by $900+, which is the difference between the up foundation and the flat. This, to me, is not customer service. This is rtg taking the easy way out— crediting me for the difference while forcing me to keep a bed I don't want. This way, rtg washes their hands of any responsibility to the consumer. How can you dare to ask me to find a way to haul two box springs to texas— 700 miles away— and then bring back a 350 lb. Hydraulic base? Why should I have to spend my time, money and aggravation to rectify an error made by rtg? On what planet do you consider this any level of acceptable customer service? I am appalled by the mere suggestion. I have spent almost $8000 with rtg and this is how you thank me? What do you teach your managers and how in the world can you be proud to head a company with people such as these? I understand company policies; however, when the company makes a giant mistake, they need to bend that policy in order to make the situation right and the customer whole. That is the definition of great customer service.

So I write to you in the hopes that at least you, as the head of your company, will value my business and get someone in your company to fix this right away. Yes, it will cost you money to hire a freight company to deliver the right foundation and return the wrong one. But, you will earn my goodwill and future business, as I had planned to purchase the rest of the bedroom set in the future. However, if you choose to let this go and not be held accountable for rtg's mistake, then I will have to tell everyone I know my story and implore them to avoid rtg like the plague, file a complaint with the better business bureau and tell my story on every social media platform known to man. I am that angry.

I hope to hear from you and that you, as head of rtg, will take responsibility for the company's error and correct the situation I find myself in, through no fault of my own.