Menu
Rooms To Go Customer Service Phone, Email, Contacts

Rooms To Go
reviews & complaints

www.roomstogo.com

Learn how the rating is calculated

3.9 964 Reviews

Rooms To Go Complaints Summary

696 Resolved
266 Unresolved
Our verdict: You can expect a very good level of service from Rooms To Go. To navigate their system effectively, thoroughly understand their service scope. Check online forums and review sites for others' experiences. When contacting customer service, clear and concise communication can help resolve your issues faster.
Claimed
Rooms To Go has claimed their business profile
Click here to get notifications about new complaints of Rooms To Go. We promise not to send you any unrelated messages
Share
Write a review
File a complaint

Rooms To Go reviews & complaints 964

Filter reviews by rating
5
1 review
4
0 review
3
0 review
2
0 review
1
1 review
Sort by:

Newest Rooms To Go reviews & complaints

ComplaintsBoard
F
9:50 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Rooms To Go Delivery/customer service

I bought a new mattress at the beginning of September and took half a day off of work to wait around for that 4 hour "window of opportunity" for my delivery. Ten minutes until the deadline and still no sign of them. I called customer service and they contacted the drivers who said they would be about another hour! They were supposed to deliver by 6:00 and didn't show up until just before 8:00. No phone call to let me know they were running late or anything. I even requested notification of delivery time when I bought the mattress set.

So I took time off from work and they couldn't even give me the courtesy of a phone call letting me know that they would not be making it during that 4 hours! You can't tell me that the delivery guys did not know earlier in the day that they were running late.

I filed a complaint with the West Florida Better Business Bureau and sent certified letters to them, the headquarters, and the store I purchased from.

The delivery was on 9/10/09 and as of today, 12/2/09 I still have not recieved the "compensation" they said they would give. I simply wanted a credit to my account but they refuse to do that. Absolutely refuse. So they offered a gift certificate sort of credit thing on my account (and why couldn't they just credit my account?) which I still have not received. My rebuttal to this offer is that I did not want to experience the same thing I was complaining about again! Makes sense right? Why would I want to make another purchase that will have to be delivered?! Just credit my account for the inconvenience and I'd be happy. But apparently even their Customer Service doesn't value the customer and even in this economy they have no concern for customer satisfaction.

I will not recommend Rooms To Go to anyone in the future.

Read full review of Rooms To Go and 3 comments
Hide full review
3 comments
Add a comment
N
N
NoLink
, US
Jun 17, 2010 10:43 pm EDT

So let me get this straight, ...rooms to go, ... i dunno, ...maybe, ...sucks is what they do ! !

Especially Frisco Tx. location, ...run ! ! !

M
M
mad one 09
Milton, US
Dec 30, 2009 4:31 pm EST

i like the quality of rooms to go furniture, but delivery sucks. my furniture delivered about a month after ordering. they called three times to confirmed the delievery on that date and time. so it is wed. from 7am-10am. at 7:10 they called and rescheduled for 1-5pm same day delivery. i say okay. i wasted my time sitting around the house waitiing... finally, at 5pm they called and have to rescheduled. isn't it ridiculous for stupid reasons. i had to call customer service to complain and have to redeliever 2 or 3 weeks lateer. the warehouse is not in my area pensacola, florida whereas i could just bought it and put it in my truck. so later that night, i took my old bed out and furniture and was ready for the new stuff.later i found out no delievery and have to sleep in the couch. it seems that rooms to go seems like a big coporation with high class designed in the stores, but why haven't they do nothing about delievery service. no apology or nothing, poor customer service all the way . i would never buy here again. ever... in my life... waste my money damn

M
M
Maria Vallejo
Basswood, US
Dec 02, 2009 4:18 pm EST

I feel the same that you.

ComplaintsBoard
A
7:16 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Rooms To Go Refurbished mattresses

Since October 2008, I have replaced 3 sets of mattresses and working on replacing a 4th set.

My first purchase was a King size Sealy. This set I was able to use until around February 2009. The second set was a Simmons. I like it; however, it was also lumped and bumped on me after about a month. The next set I tried a Serta. This only lasted 3 weeks.

I asked to replace with a Simmons, becasue of all three, I liked the simmons the best, because of the individual springs. I am now (today November 27, 2009) have set up an appointmet for a tech to come out again to check the lumps and bumps. In additon, this particular set does not have a Simmons label on it. The only thing on this set that shows simmons is the plastic guards at the corners of the box springs.

I went to a Mattress store today just to look at the simmons mattresses, and the salesperson told me that simmons mattresses are all labled simmons, because simmons wants to make sure their name is noticeable. I relayed my problem to him and he said it is not a simmons even though he did not see the set.

Read full review of Rooms To Go
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
T
9:21 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Rooms To Go Shotty furniture

I am so angry, we paid $1200.00 for a table then on top of that the $70.00 non negotiable delivery fee for the table to be delivered with screws missing and the glass top table wobbly from not being put together properly. I called and tried to get them to rectify the situation and come out the next day but it didnt fit on there schedule. I almost opted to return the table and chairs and then was informed of there 20% restocking fee even though theyre the ones at fault for the whole issue to begin with. Do not waste your money, they put you at the end of there list after they get there money!

Read full review of Rooms To Go and 2 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
2 comments
Add a comment
P
P
proudmominNaples
Naples, US
Apr 22, 2012 10:08 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I too have had a similar experience with Rooms To Go, except that they would not replace my furniture. Basically I am now stuck with a couch, love seat and chair and half because the service technician they sent out to 'check' on the problem of the compressing cushions and dimpling fabric was considered a 'sitting issue'. I was shocked when I heard their reasoning. A SITTING issue?! When one buys furniture isn't it meant to be sat on and stand up to 'sitting'? And how am I supposed to fix this? Well, when the technician was at my home and told me that the 'sagging' was a 'sitting issue' she literally said that we had to take the cushions off the various pieces of furniture at least every day or two and remold them so they didn't compress in the same spot all the time. EVERY day or TWO? Really? The furniture is so cheap that the customer has to remold it several times a week so it keeps it's shape?! Wow! When I explained to her that this had never happened to the furniture that we had bought 7 years ago at Havertys she said "Well, they've lowered their standards and the complaints about that company are coming in too". I was courteous to the technician and allowed her to do her inspection. Several days later I then received a call from the Customer Service Department (1800 number) telling me that our problems of sagging cushions and 'feeling as if we were sitting in a hole" was a 'customer seating preference issue' and that they would not be doing anything further to fix the situation. When I explained to her that we had only owned this furniture for a few months and it didn't make sense that the cushions were compressing and making us feel we were sitting in holes she told me that was their final decision based upon the technician that had come into my home. She was not going to send someone else out since the decision had been made by that technician. I explained to the customer service representative that we were extremely unhappy about this and that my husband was not going to like their decision given that this was over a $3000.00 purchase only months earlier. She said very rudely, "Well there isn't anything your husband can do about that". I will never buy another piece of furniture from Rooms To Go again as they do not stand behind their customer satisfaction guarantee stated right on the back of the receipt! Since I am stuck with this bill and I don't want our credit to be tarnished due to Rooms To Go and their policies I WILL honor paying for it as we are people of our word however Rooms To Go will not see me again as their customer.

K
K
Kathy Ghiselli
Tomball, US
Feb 11, 2012 3:12 pm EST
Verified customer This comment was posted by a verified customer. Learn more

Please do not purchase from Rooms to Go. They have very poor quality and zero customer service. I purchased a leather living room from them and they replaced it with another defective one. When they agreed to replace this one I had to reselect as this was discontinued. They sent a Cindy Crawford set to my home yesterday. It was lop sided, the back flap hung way below where it was suppose to attached to the sofa and the rear of the sofa looked maroon while the front side was dark brown. Why would Cindy Crawford allow her name to be used on such poor quality products. I refused the sofa and requested they bring the old sofa back in which was damaged by the delivery people. The delivery crew could not speak English had no respect for my home and damaged my wood floors by sliding the furniture across it. I will not accept any more furniture from them. I am going to an attorney and file a small claims case against them. Please do not put yourself through the nightmare of doing business with Rooms to GO

ComplaintsBoard
D
9:12 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Rooms To Go Warranty run out before even making payments

Bought a living from RTG about a year ago, Sofa had to be serviced twice within months of delivery. After a year I have the same problem, a piece of wood from the frame of the sofa is loose. Called them but they said that warranty ran out back in March. It doesn't make sense that even before making any payments the warranty expired. This is like buying a car an the moment you leave the dealership you don't have warranty.

Is there's anything that can be done?

Thanks in Advance,

Daniel from Florida

Read full review of Rooms To Go
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
P
4:12 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Rooms To Go Powder post beetles

We bought a living room set from Rooms to go 2 years ago and it was never right from day one. For the first 1 1/2 years we didn't use one of the recliners (positioned wrong to see TV) When we moved the set we saw some "dust" under the piece but didn't think much of it. We then started using this recliner and within a month the footrest just fell. We contacted rooms to go and they said it was out of warranty, so we had their guy come out and look at it. When we turned it over there was so much "dust" I had to vacuum it up before he could look at the piece. He said it would be very expensive to fix. Two days later my "bug guy" came out and said the dust was from POWDER POST BEETLES and that rooms to go has had a problem in their warehouse. Now my furniture has to be thrown out and the house has to be tented, as these bugs "sleep" for several years before coming out to breed. Rooms to go says they are not going to do anything. Has anyone else had a problem with this beetle?

Sectional disaster

Read full review of Rooms To Go and 3 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
3 comments
Add a comment
D
D
Dori Gimenez
, US
Jun 24, 2020 10:56 am EDT

I purchased a bedroom set for my son and have been seeing the small beetles often. They look like drugstore beetles but I’m certain they come from the new furniture. They were also bought from Rooms to Go. Very cheaply made, hence the price. Buyer beware.

J
J
Johnny Melancon
New Orleans, US
Dec 03, 2012 8:08 am EST

Have exact same issue with furniture purchased from Rooms to Go. Powder post beetles eating up the new bed, dresser and mirror from the inside out. Powder post dust everywhere. See attached photos taken 2-Dec-2012. Buyers beware!

W
W
WILL NOT STAND FOR IT
Port Allen, US
Oct 24, 2009 3:07 pm EDT

I have just discovered powder post beetles in my brand new custom built 18x80 Oak Creek Mobile Home. We have been in the house less than 4 months. The exterminator says that they came in the wood used to construct the home. The home will have to be bagged and poison gassed to 'get rid of them'. Of course, like termites, I will probably have the expense of having to have the home inspected for them as long as I live. I have already contacted my attorney and will pursue a case of rehabitation against the dealer and manufacturer. You may want to contact a GOOD attorney and seek damages against them. If the beetles have penetrated areas of your home, then you probably have lost value in your home due to their selling you the product. Good Luck and let me know what happens.

ComplaintsBoard
M
7:28 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Rooms To Go has left an official reply on this complaint.
Featured review
This review was chosen algorithmically as the most valued customer feedback.

Rooms To Go - Living room furniture falling apart

We purchased the Cindy Crawford living room from ROOMS TO GO in Raleigh North Carolina in July of 2008 and it is falling apart. The foam in the cushions is flat and the fabric is worn. We took the pillow casings off to dry clean and the stuffing was a mess. We paid almost $4, 000. for this set and am very dissatisfied. It is only my husband and I...we are...

Read full review of Rooms To Go and 23 comments
ComplaintsBoard
I
12:07 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Rooms To Go All that glitters isn't gold

Gerry Rayman is the VP of Houston. He was the VP of Texas bu it was taken from him. He is a piece of work, very arrogant. He runs Houston and will run the newer stores that will open in Western Texas. He is located at the Willowbrook Location. I am pretty certain that he will run the company in the ground. RTG customer service does suck you will do better by going to Gallery Furniture or Star. Manager in Gerry Rayman's region hate him because he is so intimidating to them. So they are just yes men and women. The manager at Willowbrook is a peice of work as well. He curses at his salespeople in public doesn't care if the customer is standing right there or not. RTG's biggest thing is to sale Fabric, Leather Protection and Mattress Protectors. They are all rip off's. If you have next day delivery how are they going to spray your sofa or anything else and you no smell anything when it gets to your house? It is a rip off I know this for sure. The biggest profit margins are in those products. You can search the web for your self and look at all the complaints they have had about honorng those warranties that come with those products.
RTG also stresses that there salespeople must sale mattress with every bedroom set that te sell. They could care less about the bedroom your buying they want you to buy the mattress. Mattress markup margins are 70% so the company makes big money on this. In Texas if you do not want a mattress the managers will come over and try to get you to buy it. That is called a (TO) or turn over. Salespeople are graded each month on bed to bedroom %.. That is why they are so aggresive. In some cases they would rather let ou walk rather than selling you that bedroom without a mattress.
People please educate yourself about furniture before you make a purchase. I will not go far in saying that everything there is garbage but there is alot of garbage in there surrounded by some good peices. Do not get caught up in the lights.
You might pay a little more but do yourself a favor and shop around. Just because the price might be a little better doen't mean that it wll be the best long term value for you and your family.

Read full review of Rooms To Go
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
D
3:23 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Rooms To Go Rip off

After living with two other families for 2 years in a 4 bedroom home as a result of Hurricane Katrina, I was estatic to finally get my own apartment and move on my own again. I purchased a dining room set with a table and four chairs and a living room set which included a sofa, love seat, chair and two end tables and a cocktail table. I spent over $2500.00 for these items. I had to do several returns because I was delivered "wet" furniture (as it had been raining severely each time the furniture was delivered)that wrinkled the fabric on two occasions. Three times, I had to return cocktail tables that had either scratches or knicks in the wood. I had to have technician come out to set up my dining room table because the first one didn't have tools to set it up.
I finally (after 3 returns of the wet, wrinkled, damaged living room furniture) was allowed to chose a new set. This set appears to be fine. However the dining room furniture and the end and cocktail tables are all by the same maker. The screws continually losen. I constantly have to tighten them. It is only myself and my young son, so only two chairs are used most times, however they all losen up after a few weeks. The end tables and cocktail tables only hold lamps and magazines and they rock and wobble terribly. THIS IS A JOKE! I have NEVER had furniture (even cheap furniture) made this poorly. One of my dining room chair's leg broke because of the lose screws. I called Rooms to Go because I have a 1 year warranty. They had a technician come out who agreed that even he could not properly tighten the dining room or end tables and that they were defective. This is what he told me he was putting in his report and that a customer service rep would call me to allow me to pick out new items.

When I finally got a call from them, I was told that they would only replace the broken chair. I have tried to escalate this to a manager and I have never been able to speak with one. I missed a phone call or two from the same CSR and when I returned the calls, no one has ever called me back again. THIS IS A RIP-OFF. I have deferred payment and have not even made a payment yet on furniture that is completely falling apart. PLEASE HELP. The management will not return my calls and I feel stuck and helpless. I don't even want the furniture anymore. I want a full refund. This furniture can't even make the year warranty and I know that after the year is up, that it will just disentegrate. Please help me to get a refund. The store has records of my numerous complaints and exchanges that have occurred as a result of pooorly made furniture and false warranty claims!

Read full review of Rooms To Go and 3 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
3 comments
Add a comment
Valerie
Valerie
, US
Sep 22, 2008 7:11 am EDT

We purchased the beachside denim couch and two chairs... we were giving the fabric protection story(that we fell for) and a year later we're still paying for this mistake. i've had 2 or 3 techs at my house that seemed to know less then i did about the product. six different times they have sent me the wrong replacement products(cushions and covers) and to this day i still haven't had anything replaced... the slipcovers wont come clean and the cushions are so flat that we're sitting on the frame which is very uncomfortable and not to mention when we have guests... please don't buy anything from this company! I think i may go drop this s**t on their doorstep... cindy crawford should be punched in the face for putting her name on this s**t! I think I'll send that bi**h the bill...

Valerie
Valerie
, US
Oct 09, 2008 11:58 am EDT

I purchased a dining table set paying cash $1, 244.85 from rooms to go show room, frico, tx on 07/04/2008. The furniture was delivered after 20 days with broken chairs. I contacted the delivery office, who till today (oct 7, 2008) keep sending me broken chair/s as replacement. I contacted the show room manager of the frisco show room who was rude and failed to understand the inconvenience i have been subjected to for the fault of purchasing the furniture by paying in cash. He passed the buck on the customer service staff.

M
M
Melissa L
?, US
Sep 28, 2009 7:25 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Rooms To Go Corporate offices number in Tampa.

This number is [protected]

Good luck!

ComplaintsBoard
M
1:59 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Rooms To Go Poor furniture and horrible cs

I bought a leather chair 9/08 from R2G and less than a yr later it was tore. the thread that i previously saw came out cause the arms to rip. i called them to fix it 8/09 and the first guy said cust damage even though it was tore right across the seam and u can see the thresd still hanging.not to mention it was on the inside of the chair. when i called CS to complain they sent out a 2nd guy who took pic and determined it wasa defect. i was given the option to pick something of equal or grater value because they no longer carreid this item.when i went to the store for reselect they had nothing that i wanted except for a sliding cabinet which was a red tag store item the sales guy rudley told me i NEED to pick a new item to make it easier for them to exchange he refused to exchange my order with the sliding cabinet and table and lamp set. I got very upset being they sent me way to grapevine, tx and i was the one having only 30 days to pick new furniture. I have to wait until they crdit my acct before i can pick up my new item by the way is going to be something i dont want or even contrast with my home just so i dont lose $700.the CS in mesquite is much worse they dont believe that cust or right when i bought a couch set she was all in my face because i refused the extended warranty. after feeling forced to get it they bring my furniture w a stain on it and told me to use the "cleaner" to remove the stain..what was the warranty for...back to the chair im very unhappy with this company and will never shop there again thier quality sucks and has to be the worst out there.RUN RUN FAR AWAY

Read full review of Rooms To Go and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
P
P
Peopleperson109
Austin, US
Sep 04, 2009 1:10 pm EDT

The reason you could not pick up your furniture right away is because Rooms to Go had to make sure that the old furniture was picked up which if you think about it any company would do. They had to make sure that they got back the used furniture before they gave you the "new furniture." You cant really expect them to just give you the furniture that day and then trust you to give them back the old furniture? You might be a trust worthy person but there are so many other people who would have kept both peices if that was the way rooms to go ran. So that isn't really a valid complain though I am in agreance, the first tech should have noticed it was not "customer damage." Also if you truly want Rooms to Go to go out there and clean your furniture, which is what the protection is for then call customer service again and say that you need your furniture cleaned. Easy as that. Oh and dont insult any customer service agents. They try their hardest most of the time. They can only work within the set guidelines the company gives them, they cant give you something unless policy says that they can. You were more then likely getting irrate and trying to get something which cant be done. Why dont you try opening your ers and listening to the people who try to help you next time?

ComplaintsBoard
G
11:40 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Rooms To Go Saturday payment considered late payment

My due date fell on a Saturday. Their online payment service doesnt allow you to pick a date in advance for payment to post. So I usually pay either the day before or on the due date. When I logged into my account to make my payment GE had already tacked on a 39.99 late charge. According to their statements and the payment FAQs as long as payment is received by 5:00 it will be posted that day. I called GE and was told they dont accept online payments on Saturday or Sunday. I've got past payments that have posted on Sunday. They went ahead and removed the late charge. However when I got my statement this month I owed the minimum plus the late fee. Finally got thru to a supervisor and was told that they cant correct it. That they dont accept payments on Saturdays. But they do on Sundays? Go figure. She told me to pay the minimum + the late fee . Am filing a complaint with the company and the FTC. So buyers beware make sure you pay GE online services Monday thru Friday.

Read full review of Rooms To Go and 6 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
6 comments
Add a comment
S
S
sue sider
Metairie, US
Apr 13, 2016 3:29 pm EDT

Rooms to go put a charge of 899.00 on my account in 12/2015' This was not purchased by me and have notified accounting via email & phone several times since 1/04/2016to no avail ! Keep hearing that it's been turned over to fraud dept...has not been resolved nor deleted from my account. I make my scheduled payment of 104.00 for purchases that I made...they have increased my payment amount and added late fees. I am beyond frustrated and need assistance. Account is under Susan Sider.

D
D
duke6021
Diamondhead, US
Jun 17, 2013 1:53 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I had an account with a $5, 000 limit for the past 7 yrs. I paid off the account 2 yrs ago. Never had a problem with them. I recently moved & charged $1600 on my account. During the moving process I never received a statement. When I called to make another purchase I was told my credit had been withdrawn because I didn't pay my last payment of $51. I explained to them that I didn't receive a statement & would pay the $51 now over the phone. Was then informed that I could make the payment but it would take 6 months of on time payments before my credit limit would be restored. TOTALLY RIDICULIOUS! Told them to cancel my account & will now take my business somewhere else!

G
G
GEbad
Houston, US
May 31, 2013 1:15 pm EDT

They are crazy and my fiance is Indian from India, she came here at 13 and speaks perfect English, she sounds like a california girl. She was totally annoyed with customer service on the phone. She said they spoke poorly in both Hindi and English. It was a nightmere and now we offered to pay the full balance this month 2400, in return we asked they remove the one late payment they put on her credit report because it is holding us back a whole 40 points! The guy tells us oh well in 30 days we will let you know. Crazy!

F
F
F**GEMoneyonline
, US
Oct 24, 2009 3:49 am EDT

This place sucks like everyone else says! It seems that they can take your payments online, and they send you a fast email saying "SUCCESS" but when the payment is not accepted after they fact check it (or whatever) and it's denied, they NEVER send a "you payment failed" which is easy for them... then they tack on all these charges! The reps on the phone are ok, but when you see the ### on paper, it all goes out the window! You still get charged! Schemers... they a friggin automated machine calls you every day to get instant payment now "it's free" but does that clear up your credit? Hell no...they frigging charge you another arm and leg for more late pays... NEVER deal with Lenscrafters again, I'd rather buy those cheap glasses that cost 10 bucks! Aholes!

S
S
Smnelles
McKinney, US
Oct 03, 2009 10:01 am EDT

They suck.

I bought furniture through Rooms To Go, and now I want to pay my balance. Rooms To Go says they can't help me, and GE's website or phone system will not work unless you have your credit card...well, I haven't been sent a statement yet or a card, so I do not have the ###ing number. So I just wasted an hour ###ing around with the website and phone system. These guys suck ###! And I probably won't buy from Rooms To Go again.

D
D
donttrustrooms2go
Moncks Corner, US
Sep 25, 2009 8:32 am EDT

I had a similar situation last month when I paid my payment at 9:00 pm Eastern time via their website. When I received my bill for September I was charged a late fee of $39.99; even though my confirmation stated my payment was received and applied on the same day. When I called Customer Service, I was told that because my payment was made after 5:00 pm it was not credited the same day. I explained to him that my confirmation stated my payment was applied the same day and the website did not indicate a certain time frame to make a payment to be credited the same. I told him I wanted the late charge removed and if he could not do it I needed to speak to someone who could. Needless to say it was removed...so Grumpy 123 try again!

ComplaintsBoard
M
8:08 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Rooms To Go Awful, awful, awful

I had moved to a new house and had not yet furnished it completely. First I thought that I should get some carpenter and do it but then decided to order readymade furniture either online or from a local store so one day I was surfing the net for furniture and I found Roomstogo.com very impressive and I really liked some of the pieces. So I ordered and paid through my credit card. I received a confirmation and I was told that it would take around 3 to 4 weeks for the furniture to be delivered. I waited for that long but received nothing. I waited for some more time and I got the furniture. As I was checking my new furniture I saw that the side table and shoe rack that had ordered wasn't there. I was very angry. I called them and they said that they sent it. I told them I did not receive it and I wanted a refund of the amount I paid for the two. They said they were sorry that they could not do that. Then after 2 weeks I got my side table and shoe rack but they were not in the color or shade I had ordered for. I learnt my lesson here that buying stuff online is the stupidest thing to do.

Read full review of Rooms To Go and 43 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
43 comments
Add a comment
P
P
Phillip and Lora Benton
Whiteville, US
Oct 03, 2014 9:41 am EDT

We purchased six different pieces from Rooms To Go back in July of 2017. I just called to ask if I could get someone to come out and fix our couch. There are two places in the back that are just before popping through the material in the back. I understand that the one year warranty is up but I even asked if I could pay for someone through Rooms To Go to come out and fix it. Their response was sorry, try the yellow pages! I am so upset with the customer service that I have been given from such a well known furniture store!

Valerie
Valerie
, US
Oct 28, 2008 12:07 pm EDT

Incident:

I purchased a pair of couches. After about a while I felt something move back. I realized a piece of wood from the frame was coming loose, so I ripped off the back of the couch fabric to fix, and I saw what a horrible mess the construction was. None of the wood was put on right. It completely fell apart on one side and was hanging on by a thread on the other. These couches have been used by a single female. Nothing crazy, no kids. There has been minimum wear and usage.

Damage Resulting:

I am going to have to completely throw out the couch. It can't be fixed because even if I wanted to put real screws in instead of the cheap bended metal they used, I cant because the gnarled metal is covering the wood and a screw can't go through it. I am out $1300. These couches are only a couple years old at this point. I just paid them off and now I have to throw them out.

D
D
Dolik
, US
Feb 17, 2011 4:32 pm EST

I called the morning after we purchased the furniture and told them I did not want the protrctive spray( the salesman never mentioned the price)also had thenwrong contract set up for me. He rushed us out of the store. He daid he would take care of it. I waited and waited and no response. I called back and spoke to the store manager and he said he would take care of the problem. No response again, I called again and spoke to another store manager and the same lie. They never did anything about the issue.

I am stuck with a $65.00 payment that I did not want at this time. I told all the employees at my office and 50 salesman so they do not get ripped off like I did.

I will never buy from them again.

Valerie
Valerie
, US
Jul 08, 2008 3:48 am EDT

I purchased a Cindy Crawford dining room set and two additional bar stools WITH an extended warranty. My daughter knocked over a bar stool and it literally shattered into pieces.

Shortly after that, I bumped one of the arms on one of the captain chairs and off it went, I went to move the chair when it happened and THE OTHER ARM FELL OFF! Seeing how it was fastened together makes me wonder how it ever stayed together. The extended warranty people say that this is not covered!

Will be going to see the manager in the morning...

Valerie
Valerie
, US
Oct 09, 2008 1:29 pm EDT

Customer service should be renamed as Delivery Scheduler, it's appropriate that's all they can do for us, that's all they did to us. For other requests the answer was "talk or call the driver" or "the driver will call you" or "call your local store, maybe they can help you" and my favorite alibi from them "we're located in Florida so we don't have any control of what the driver schedules will be that day of delivery since we're not in your state" (translation:we don't have time for you, hang up your phone Now!)

L
L
LSUFan23
, US
Mar 02, 2010 1:26 pm EST

In April 2017 I purchased a kitchen set (table and 8 chairs) and a kids bedroom set. I should have known when the sales rep lied to me about some special pricing that I should shop elsewhere. But instead I bought online. When it was finally delivered, the table only had 3 legs! This was a few days before Easter and I had company from out of state coming. Even though it was their fault, it took a week to get the leg delivered. We were the LAST person on their route, totally messed up the weekend. The bedroom set had a cracked knob, which I did not discover til after all this. Then the chair to the table broke - the beam between 2 of the legs just snapped. I DID have my foot on it, but not standing on it or anything. Just resting it while I leaned down to help my daughter with her homework. I did not even realize my foot was on there - I guess it is just habit. I am sure this is fairly normal wear and tear. I can understand if there was signicant weight applied but there was not. I scheduled a repair, which 2 weeks to get a Saturday appt. On the morning of, we got a call that the repairman was sick and I needed to call back Monday to reschedule. Then it was ANOTHER 2 weeks to get a Saturday again. They sent a guy who, not to be mean, was just plain scary and dirty. BUT he did work for a long time on it. He glued the leg together and of course within a month it broke again. I tried the online support, which they just told me to call in. Then they said it was owner abuse and they would nt fix it. My OLD table and chairs, which was dirt cheap and lasted 13 years, was much better quality! Plus my kids were younger and harder on furniture then. WOW. I will NEVER purchase anything from this company again. Buyer beware!

B
B
Belles mom
, US
Feb 14, 2011 4:39 pm EST

Unfortunately there are several people that just want something for free or just want to complain, but there are many people that just want what we pay for. My husband and I purchased a sectional in Sept. I noticed that the couch wasn't looking as firm and full as the couch on the showroom floor, plus some of the stitching has popped in half and come unthread. I called and they sent a service tech to come look at the couch and possibly repair it and stuff sections of it. He didn't sit on the couch, feel the couch...he simply stood in our living room for a total of five minutes. He informed us he couldn't repair it so he would send his notes to customer service. I received a phone call from customer service informing me that per the service tech's notes the couch is at "standard" with just "normal wear and tear", and that the stitching being popped was "customer error" due to being rubbed along something. I was very displeased with both statements. When I purchase a couch, I would like for the couch to look like it's only five months old, not fifteen. Plus, don't tell me it was "customer error" when he didn't even take pictures of it. If it was dragged along something, wouldn't there be damage next to the stitching? Of course the service tech failed to mention that. I don't even have to have the couch replaced, but at least replace any bad foam or add some stuffing and fix the stitching. I don't feel this is too much to ask. This is the last purchase I will make with Rooms To Go after four years of furniture buying unless they make it right. Some friends purchased a couch from Haverty's with the same issues, and the service tech from Haverty's took pictures, and they admitted to it having bad foam and are replacing it. It seems to me that is how customer service should be.

Valerie
Valerie
, US
Oct 07, 2008 8:26 am EDT

I purchased a dining room set in Aug.08. The china cabinet has been delivered damaged 3 times. The delivery men scratched my wood floors, knocked into walls and other furniture in my home. The last delivery was so bad and the men were so rude that I had to ask them to leave my home. I was then called by Customer service and told that I had to store the damaged furniture in my home until they could replace it. My next delivery is this week, I am not very optimistic.

I will not shop at Rooms 2 Go again.

O
O
Oliver
, US
May 13, 2010 3:29 pm EDT

I have spent up to $10, 000 in the last 1 1/2 years. Although I have been dissatisfied with them, (movers scratched walls) I was charged $200 for starch guard protection that I did not ask for. The last straw was: I bought a $45 lamp, cash and asked I was asked for, ID. I did not think ID was necessary when using cash.I was told unless I give ID no purchase can be made. The sales person put the info into the computer, then I had to go to another part of the store to pay the Cashier, I then had to drive around to the Customer Pick-Up, met by a Security Officer also wanted to see my ID, then allowed to go into CPU again asked for ID, then told to drive to loading dock 106. I sat there 15 minutes, security said I was at the wrong dock, go to dock 109, then waited 10 minutes I returned to CPU they were rude, went back to dock 109 and again asked for ID. It took 45 min. to get a lamp. I complaine to Store manager Corine she only said sorry. I have a $1, 7000 to be picked up she said this would take 2 to 3 hours for pick-up No thanks. I cancelled my purchas0e the manager should have said "what can I do to make you a happy" but no, she did say she was off duty and had to go.

V
V
VLRD
Manvel, US
May 04, 2011 2:25 am EDT

I recieved a new dining set from "Rooms to Go" furniture company today. After a 10 day wait for it to finally be delivered, I noticed that one of the chairs was damaged right out of the box! Unfortunenately, I noticed the crack in the chair about 2 minutes after the delivery men left. I called the store and let them know that the chair was damaged. They gave me a 800 number to call b/c they obviously "don't handle that from the store". I called the number they gave me and they said that they could get me a new chair in 8 days! I told them that that wasn't acceptable and they responded "call the store that you purchased it from!" Well, I called the store back and they said "there isn't a manager here now and he would have to call me back. 4 hours later, I decided to call them back when I hadn't recieved a call from the manager. They put me on hold and then I spoke with a lady (who wasn't the manger) and she informed me that she would have to call me back. Well, 5 hours later she calls me and says "NO RETURNS!" This company is a digrace to all furniture companies. I spent my entire day waiting to hear from Room To Go only to hear "Sorry, can't help you"! Well, I hope in the future that anyone who may want to buy furniture will not consider this company. Rooms to go doesn't care about anything but the sale and once you got it..it's yours whether you like it or not! I hope the person who is came up with this policy encounters this same treatment every where they may go!

ComplaintsBoard
C
5:22 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Rooms To Go has left an official reply on this complaint.
Featured review
This review was chosen algorithmically as the most valued customer feedback.

Rooms To Go - Poor customer service

My wife and I purchased a living room set last October upon moving into our new home. After a few short months the cushions in the sofa we purchased began to go flat as the stuffing was pushed to one side. When you sat on them you had to sit at an angle (totally unusable). So at this point I decide to call customer support and see about getting the issue...

Read full review of Rooms To Go and 13 comments
ComplaintsBoard
E
5:56 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Rooms To Go Awful experience

We purchased a mattress at Rooms To Go in Frisco, Texas and were told that we had 30 days try the mattress out and see if we liked it. We chose one specifically because it was soft, but when it was delivered, it felt completely different than the one on the showroom floor. It was as hard as a rock. We went back to the store and talked to the manager about exchanging for a softer mattress. The manager just told us to go home and "walk around on it." We explained to him that we were not happy with it and wanted to find out what our options were. Unfortunately, he continually cut us off and basically told us that we didn't understand how mattresses work. He would not listen to anything we had to say, and kept giving the same speech about how he would lose money if he took the mattress back. He was very condescending, and most of the time would not even look up from the papers he had in his hand. He treated us like we were stupid. When we tried to explain that we were told that we had 30 days, he didn't believe us at all, and said that he was sure that even if the salesman told us that, he would have also told us that it is up to the manager's discretion and would have brought the manager to see us. The part he was "sure was said" never was. We are extremely upset and disappointed with Rooms To Go, especially its complete lack of customer service. We will never shop at their store again, and caution others about doing so. If you do, be ready to accept whatever problems you end up having, because they are not willing to help resolve them.

Read full review of Rooms To Go and 5 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
5 comments
Add a comment
Valerie
Valerie
, US
Oct 02, 2008 10:22 am EDT

I wish I read all the comments prior to ordering my daughter's first "big girl" furniture. This was an exciting time for all of us until now, 8 weeks later, and still only have half my order! The warehouse will only deliver to my zip code on Wed, and my husband and I are normal people who have to work during the day! Luckily I have wonderful neighbors who let them in with the first part of my order which was left in the doorway of her room in very heavy boxes! Now, they tried delivering the bed and left because I didn't answer my cell phone-which by the way has NO voice mails or missed calls-and will not return until NEXT Wed! I will never do business with this company again and hope everyone else will read these comments before ordering! I'm contacting the store to either cancel my order or try to get another delivery date sooner than another week but have been on hold for 15 minutes and now have to wait on a manager to call me back! Good Luck to all of you with the same issues!

C
C
Clyde
, US
Jul 20, 2009 7:14 pm EDT

We purchased a mattress at Rooms To Go in Frisco, Texas and were told that we had 30 days try the mattress out and see if we liked it. We chose one specifically because it was soft, but when it was delivered, it felt completely different than the one on the showroom floor. It was as hard as a rock. We went back to the store and talked to the manager about exchanging for a softer mattress. The manager just told us to go home and "walk around on it." We explained to him that we were not happy with it and wanted to find out what our options were. Unfortunately, he continually cut us off and basically told us that we didn't understand how mattresses work. He would not listen to anything we had to say, and kept giving the same speech about how he would lose money if he took the mattress back. He was very condesending, and most of the time would not even look up from the papers he had in his hand. He treated us like we were stupid. When we tried to explain that we were told that we had 30 days, he didn't believe us at all, and said that he was sure that even if the salesman told us that, he would have also told us that it is up to the manager's discretion and would have brought the manager to see us. The part he was "sure was said" never was. We are extremely upset and disappointed with Rooms To Go, especially its complete lack of customer service. We will never shop at their store again, and caution others about doing so. If you do, be ready to accept whatever problems you end up having, because they are not willing to help resolve them.

N
N
NoLink
, US
Jun 17, 2010 10:19 pm EDT

The rooms to go Frisco store is awful, , we were told manager was working on delivery truck and unavailable ! The salesman lied and then manager was never available for us to talk with.

Customer sevice says ' thats a store issue ' we can`t help you .

Run do not walk from Rooms to go Frisco Tx. ! ! ! ! They suck ! !

W
W
WC Fulton
, US
May 14, 2010 1:43 pm EDT

I wish i had did some research first before purchasing furniture from Rooms To Go. After they make the sale, customer service is the worst I have ever encountered. They are rude, unprofessional and can not give you answers to anything. We put a down payment on some furniture and when we returned to the store we wanted to make an additional purchase of a dinette set. Even though they had to make 2 deliveries because the coffee table was not in stock, they said we had to pay another delivery charge for the dinette set which was rediculous. We told them we would pick up the dinette set. Then no one knew the address of the place to pick up the dinette set. They finally made the first delivey after a month of the purchase. We are still waiting for the delivery of the coffee table. They said it would be the second week in June. I will never, ever set foot in a rooms to go store, Ever.

J
J
Jake Watson
Decatur, US
Jul 25, 2009 11:14 pm EDT

I totally agree! We bought a new bed and mattress. The mattress had this brown mold and the new bed was damaged twice. The would not accept the bed back as a return only an exchange. Rooms to Go sells bad furniture and mattresses.

ComplaintsBoard
W
1:36 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Rooms To Go Appalling quality & customer service

Do not buy from Rooms to Go Kids!

At the beginning of May 2009, we purchased an “Ivy League Twin/Full Step Loft w/Desk” from Rooms to go Kids – value $1, 200, not a trivial amount for Kids Furniture! Link to items: http://www.roomstogokids.com/index.cfm?fuseaction=ktg.showItem&ipac_id=19179

Despite our paying cash upfront for the furniture, it had almost a month wait on it. The associate processing the order bungled the delivery so instead of it being delivered second to last week of May, it got delivered first week of June, and then the real fun began.

The quality of the furniture was appalling. The stain was uneven through all the pieces; there were serious imperfections in the wood with it being damaged in some places; shaved and not even in others (it looked like the piece of wood was bad so they took off the damaged area and left the ‘square’ plank uneven; there were areas where there was no stain at all!; some parts of the wood had splintered where the bolts went it and was broken to pieces; the draws inside had huge splinters of wood about to break off into a child’s fingers if they happened to run it along the top of the drawer (!); the screws were finished with rubbers in the store to protect the wood when bolted together but when I asked the delivery people where they were, I was told that they were not provided (?). I went back to the store to look at the floor sample and it looked NOTHING like what I had in my bedroom at home. Nothing like it!

After complaining to Customer Service about the poor delivery, I was told that they would send a technician out to inspect the furniture, who diligently came out a week later and all he did was touch up some of the areas of poor stain, not even all of them, and when I spoke to him, he told me that the quality of the furniture was to manufacturer’s specifications and that kids furniture was not made the same as adult furniture? When then did I pay adult prices for the furniture…

So after much complaining, RTGK said they would replace the imperfect items two weeks later after first inspecting it at the factory prior to delivery. The items came and were equally dissatisfactory as the original pieces. After more complaining, RTGK said they would send out another replacement for the furniture a week later, to the same deplorable quality and really not any sort of improvement to the terrible quality already in hand. When I send the third attempt back, Customer Service said they would not send any more replacements and that there was nothing wrong with the furniture because “the technician said so”. If you are wonder why I didn’t just get my money back, is because I had already purchased the rest of his furniture in his room to match that style and color, plus a twin and full mattress, so could not turn back at this point.

After 2 months of waiting, calls and time lost in trying to get mediocre quality replacements, RTGK Customer Service eventually offered a 10% settlement discount to keep the furniture as it – however, the caveat… “BY ACCEPTING THE 10% DISCOUNT FOR THEIR SUB-STANDARD QUALITY FURNITURE, YOU AGREE TO VOID THE REMAINDER OF THE MANUFACTURERS WARRANTY PERIOD (1 year). This is disgraceful Customer Service and really seems to be the store version of Bait-and-switch tactics.

I am still waiting for the agreement that I have to sign before I can get my 10% refund on their second-rate furniture, and thereby accept their junk furniture as-is from this moment on.

PLEASE, take my ordeal as a warning so that you don’t go through the same thing. It is not worth the time or effort. Their furniture is not up to any type of decent specifications and because it is kids furniture they think that they can get away with even lower standards than that. PLEASE go buy your cherished child’s furniture anywhere else by at Rooms to Go Kids.

Read full review of Rooms To Go
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
C
6:05 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Rooms To Go Financing charge 24%

i purchased furniture from rooms to go i have been slapped with a whopping 23.99% monthly finance charge
i would imagine somewhere it was inthe contract but for the life of me it must have been small
this astounds me that they get away with it

beware of that buy now interest free contract, you will be hit with this incredible finance charge and nobody to talk to

you are treated very badly and talked down to...never again

Read full review of Rooms To Go and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
S
S
SirMichael
Piedmont, US
Mar 08, 2010 5:23 am EST

You have got to be kidding me...you are complaining about something you agreed to pay. If you think that anything in this world is free then you are stupid. I bet you believe everything the car dealers say on their comercials too. Wow stupidity in the United States !

ComplaintsBoard
B
7:07 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Rooms To Go Con on extended warranty-poor quality

Furniture not delivered when promised, months late, as I see everyone else has had the same problem.

I purchased $8, 000.00 worth of furniture which included the extended warranty which the salesman, "dave bridgewater #025369" @ grapevine, tx store, told us the warranty was for the lifetime of the furniture if anything went wrong. No warranty documentation was given to us.

Come to find out, this is a total lie, after calling to get service on the cheap furniture which has not lasted two (2) years. Customer service said they would email a copy of the warranty which I still have not received.

Read full review of Rooms To Go
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
H
11:07 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Rooms To Go has left an official reply on this complaint.

Rooms To Go Bad customer service

Oh my God! I have never been treated the way I was treated yesterday! I just got married last month and bought a new home, and i went to buy some furniture. Well the lady that was our cashier treated me like crap she was very rude asked me if I work and make money? Ummmm duh! no i come to a store with no money you ###! I wanted to put my furniture on a roomstogo credit card, and she said "You know we do credit checks" thats fine is what i said. I have a credit score of 820 i worked my butt off to get good credit and for that woman to assume that i dont have good credit REALLLY REALLLYYY upset me! So do not shop there I will never go to that store again! Oh and not only that, the guys in the back wouldnt help with putting the furniture in the truck and would wrap up our furniture either but its cool because they will NEVER get business from me, My family or Friends!

The Cashiers name is: Leslie Carter at rooms to go outlet northrichland hills!

Read full review of Rooms To Go and 25 comments
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
25 comments
Add a comment
R
R
R binns
Stoke-on-Trent, GB
Aug 02, 2016 4:20 am EDT

I ordered a bed over six weeks ago, and still have no idea when it could arrive. If ever. I have made numerous phone calls to a messaging service, which was a waste of time as it got me nowhere. These people took my number and e.mail and nobody got back to me, I will be taking legal action if my money is not refunded. The worst company I have ever come across and I would suggest that you avoid this company like THE PLAGUE. HORIFFIC.

P
P
Pissed Consumer Fort Worth
Fort Worth, US
Aug 02, 2016 4:20 am EDT

I ordered the NFL bed set from Rooms to Go, Dec 2010 and was told the Logo had to come separate and would be shipped to me via UPS in a few days. The bed in the store has the logo on the footboard and the headboard. Well, when I received the Logo, it was only the headboard one, so I called the store. They 'ordered' the footboard logo, but because it was Christmas time it would not arrive until January. Ok, now on January 27th, I still havenot received the Logo, now Rooms to Go says my order was cancelled. They keep telling me they will call me back in hopes I will forget my order was never fulfilled. I don't see the logo everytime I go into my son's room. I am totally pissed with Rooms to Go, and NEVER want to do business again with them. BAD CUSTOMER SERVICE AND DOESNOT FULFILL YOUR ORDERS!

Valerie
Valerie
, US
Aug 02, 2016 4:20 am EDT

Bought sectional sofa. Delivery guys unwrapped it then carried it up 4 flights of stairs. Both sections were damaged. Got 1 replaced, when technician was out he noticed the second one had a hole in it. They replaced 2nd one with a display model - filthy cushions and mis-colored. Delivery guys threatened to damage it before delivering as they should only deliver to 3rd floor and did 4th floor to be nice. Then when called to complain they said they could give a minimal discount but that would void warranty. Offered a re-selection but that is no good as the delivery guys will not deliver to us as we are on 4th floor.

R
R
ROSEBUD068
Honea Path, US
Aug 02, 2016 4:19 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Went to rooms to go to buy a recliner. . . I decided on and indoor chaise that was priced $348. . . The salesman (Who had no personality or time for chit chat) writes it up and tells me over $500. . . He added on stain protection, warranty and delivery of $65. . Without even asking. ! He practically doubled the price of the chair. . .

I told him. . I don't want stain protection, I don't do warranties (They sound good but when it comes to place a claim on it. . . Lots of luck. . They find every excuse not to pay out or fix or replace) and nor will I pay for delivery when I have both a van and a truck. . He was angry takes everything off and said I have to be here Tuesday 9am as they have no room to store it, I said ok then found out he meant the following Tuesday which was 12 days away. I told him forget it and went to a thrift store and bought a chair for $30. . . Over zealous salesman was an idiot. . . His actions cost him a sale! I will look for the chair I want on Amazon or wayfair rather than ever go to rooms to go again. . .

J
J
January Jones
Tampa, US
Jun 17, 2016 5:12 am EDT

I bought a leather couch, loveseat and recliner from Rooms to Go a couple of years ago. We started noticing tearing on the headrest of the couch. Unfortunately, the warranty only covers food stains. It doesn't cover them making a poor quality product. For the amount we spent on the set, you would expect it last more than a couple of years. Not impressed.

Valerie
Valerie
, US
Jun 07, 2016 4:38 am EDT

Because they are loading a truck with 15 to 20 Stops and 60 to 90 Pieces to delivery and assemble, so they are not delivering pizzas this is not mail service, this is furniture, and heavy furniture to second and third floors. plus they are not in the same zip code, they do this to save money on Deliveries, instead of having two trucks with decent stops (10-12) and pieces (40 to 60) they load a full truck and sometimes overload it, so drivers need to go back to warehouse and then come late to a customer house sometimes 11:00PM.

S
S
Steve
, US
Feb 11, 2009 11:05 am EST

Cory Graves at Rooms to GO was helping me with a living room selection and Jamal another salesman came up to him and announced he had a guest in the showroom and he just walked away to help someone else and did not even say excuse me or nothing just left me setting their with no help, and to me that is rude and bad business. I will never go into Rooms to GO again. Cory Graves and Jamal need to have more class when helping a customer. I felt embarrassed and humiliated. This was February 9, 2009 and I hope no one ever has to be treated like that.

P
P
Pick
, US
Jun 07, 2010 2:40 pm EDT

I ordered 10, 000 worth of furniture from Rooms to go and had one chair that they could not deliver without gashes, tears etc after four times of an attempted delivery. I accepted the other pieces furniture with issues because I figured it wasn't worth the fight. The chair was unacceptable. This would not have been as bad (i.e. I waited at home four weekends in a row at the mercy of their timeframes for a chair to arrive) but they lied to me multiple times about the chair. The worst lie was that both the manager (L) (name hidden) and director of corporate customer (KZ)(name hidden) service had talked to the delivery and warehouse manager and that they would ensure my timeframe was 7-11 am so that I could receive the chair in the early morning for the fourth weekend (since it was such an inconveience) undammaged only to find out when I called that morning to find out where they were that they HAD NEVER TALKED WITH THE DELIVERY COMPANY AT ALL. They never changed my timeframe of delivery, and hoped I would not notice. Completely unacceptable. I also called the corporate office to complain on numerous occasions and simply asked for a call back to address. My call was returned one time from a woman who ultimately was the last person over my last issue and was the person who lied to me. She gave me her number (so if I had any problems to call). Please note she isn't in and not avaialble on Saturdays (the last day of the attempted delivery). I will not only never buy another piece of furniture from rooms to go AND will tell everyone I know not to ever do it either. If they had simply been honest with me, I would have worked with them. Instead they chose to lie and treat me with the highest level of disrespect. They tried to hide behind a lie and got caught. I verified this with an associate LW (name hidden) on the phone from customer service. At least she was honest (what a simple thought-honesty). They also did not offer to do anything for me as their customer. Let me reiterate that I never asked for a discount, money back etc. All I wanted was my chair undammaged. Its sad to see companies do this to the customers, but believe me they will lose business over it. Rooms to go is the most awful company in the history of all retail I have ever dealt with!

M
M
miley34
San Antonio, US
Sep 25, 2010 12:32 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Do not buy from Rooms To Go. Purchased girls bedroom set in March and first delivery date in June did not have the dresser and mirror and nightstand was cracked. Second delivery in august had the dresser but no mirror and did not bring replacement nightstand. Third delivery today September 24th brought the nightstand but mirror was cracked. Now they are telling us late October delivery date for the mirror. If we had known that this set was on back order and they were having probelms with delivery of complete set, we would not have purchased it. So, 7 months later and we still do not have complete bedroom set.

A
A
Alen
, US
Feb 17, 2010 4:18 am EST

After waiting over 12 hours, being hung up on twice, lied to multiple times and being told I am an unreasonable customer approximately 1/2 of my furniture was delivered to my business rather than my home. Only RTG knows when or if the other 1/2 will ever arrive. I could and will never recommend this company to anybody. You get what you pay for. There's is no wonder why they can only sell on low prices. Customer service or satisfaction is of no concern to these people. Calls and or emails to their support systems go completely ignored. Don't waste time shopping there!

ComplaintsBoard
K
2:12 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Rooms To Go Bad customer service

I purchased a bed and dining room set February 15, 2009. I was told that both would be delivered on February 18th. They showed up a day early to deliver the bed and dining room set. At this time I was told that they would be unable to assemble the table because it was broken. The delivery driver told me that the table would come the following day with the other 2 chairs. They should up the next day to deliver the 2 chairs, but no table. They told me someone would call me to reschedule the delivery. Two days passed and I finally called Customer Service to find out when the table would be delivered. I was told that they did not schedule anything because I did not call to request another table! They told me that the table would be delivered the following Friday (Feb 27th).

So, today is February 27th. Rooms To Go has just left my house and I still DO NOT have a table. Again, the table was broken and they were unable to assemble it. But this time, they left a piece to the table. So right now, I have 6 chairs and the base to my table sitting in the dining room!

I once again called customer service (since it is my responsiblity to request the table top). The rep told me that it would be another week before they are able to deliver the table top. I told her that I will NEVER deal with Rooms To Go again. I doubt she cared!

Read full review of Rooms To Go and 2 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
2 comments
Add a comment
S
S
Scoutswi
, US
Nov 04, 2010 3:33 pm EDT

I recently bought two bedroom sets for my daughters and am disgusted with the overall experience I had spending almost $3, 000 with Rooms to go. The delivery/set up was not done right and pieces have been falling apart. Miserable experience dealing with customer service who remained "indifferent" to my issues. Basically told me they were sorry i was not satisfied and hoped they could help me in the future. How are they in business? I have heard muktiple stories about their bad customer service. Stay away from their Disney bed sets...rose handles break off at the slightest touch...forget about pulling your trundle bed out. The quality is sooooooo terrible.

T
T
TiBrown
Antioch, US
Jun 23, 2010 9:08 am EDT

So was this resolved? I am VERY curious because I am goig through the same thing.

ComplaintsBoard
S
3:50 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Rooms To Go Stole from tx contractors

Rooms to go destroying local contractors. They came to houston with the direct notion to not pay. Rooms to go has destroyed several local hardworking companies; they have refused to pay for services that were rendered and have made bad on their own contract. They misrepresented themselves and have been profiting on the loss of the local construction companies. Rooms to go is now refusing to pay for the buildiings that were built in the tx area in the amount of hundresds of thousands. Rooms to go has been profiting greatly by the buildings that they have open for buisness. Buyer beware; they are affecting your local community in a very bad way.

Read full review of Rooms To Go
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
D
1:54 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Rooms To Go Return refusal/bad service

When you buy from rtg, everything goes smoothly in the store. But buyer beware!
In light gray small print on the back of the receipt are the store/company policies. You better hope nothing goes wrong, because you as the consumer are completely out of luck. You only have 48 hours to cancel an order, or they keep 20% of the sales price. Then if you have trouble with delivery, which you will, it is a nightmare to correct.

I feel completely scammed by this company. I haven't even taken possession of the stuff I bought and they refuse to cancel the order. I have gone all the way up the management ladder with no success. I have now put in a dispute with my credit card company, but it looks like I am out hundreds for this mistake of buying at rtg. Please don't make the same mistake as us.

Read full review of Rooms To Go
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review

Rooms To Go In-depth Review

Website Design and User Experience: The Rooms To Go website is well-designed and user-friendly. The layout is clean and intuitive, making it easy to navigate and find what you're looking for. The search function is efficient and the product categories are well-organized, allowing for a seamless browsing experience.

Product Selection and Variety: Rooms To Go offers a wide range of furniture and home decor items to suit various tastes and styles. Whether you're looking for modern, traditional, or contemporary pieces, you'll find plenty of options to choose from. The selection includes everything from sofas and beds to dining sets and accent pieces.

Pricing and Value for Money: Rooms To Go offers competitive prices for their products, providing good value for money. They often have sales and promotions, allowing customers to get quality furniture at affordable prices. Additionally, they offer financing options, making it easier for customers to purchase their desired items without breaking the bank.

Quality of Products: The quality of the products offered by Rooms To Go is generally good. They source their furniture from reputable manufacturers, ensuring durability and longevity. However, it's always recommended to read customer reviews and ratings for specific products before making a purchase.

Customer Service and Support: Rooms To Go has a helpful and responsive customer service team. They are available to assist customers with any inquiries or issues they may have. Whether it's through phone, email, or live chat, the customer service representatives are knowledgeable and strive to provide satisfactory solutions.

Delivery and Shipping: Rooms To Go offers reliable delivery and shipping services. They provide estimated delivery dates and keep customers informed throughout the process. The delivery team is professional and ensures that the furniture is delivered safely and in good condition.

Return and Exchange Policy: Rooms To Go has a fair return and exchange policy. If you're not satisfied with your purchase, you can return or exchange it within a specified timeframe. However, it's important to note that certain restrictions and fees may apply, so it's advisable to review the policy before making a return or exchange.

Overall Shopping Experience: The overall shopping experience at Rooms To Go is positive. The website is user-friendly, the product selection is extensive, and the prices are competitive. The customer service is helpful, and the delivery and return processes are efficient. It's a reliable and convenient option for purchasing furniture and home decor items.

Customer Reviews and Ratings: Rooms To Go has a section on their website where customers can leave reviews and ratings for products they have purchased. This can be helpful in making informed decisions and getting insights from other customers who have already experienced the products.

Additional Services and Features: In addition to their wide selection of furniture, Rooms To Go offers additional services and features. They provide design consultations to help customers create their ideal living spaces. They also offer financing options and protection plans for added convenience and peace of mind.

How to file a complaint about Rooms To Go?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account. If you do not have an account, please register by providing the necessary details to create one.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button, which is situated at the top right corner of the website, and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Rooms To Go. Make it specific and clear, such as "Defective Sofa Delivered by Rooms To Go" or "Unresolved Billing Issue at Rooms To Go".

4. Detailing the experience: In the complaint description, provide a detailed account of your experience with Rooms To Go. Mention key areas such as product quality, customer service, delivery, and after-sales support. Include specifics about any transactions, such as purchase dates, order numbers, and item descriptions. Clearly describe the nature of the issue, including any faults or discrepancies. If you attempted to resolve the issue, detail the steps you took and the responses received from Rooms To Go. Explain how this issue has personally affected you, whether it be inconvenience, financial loss, or other impacts.

5. Attaching supporting documents: Attach any relevant documents or images that support your complaint. This could include receipts, email correspondence, photos of the product, or any other evidence that substantiates your claim. Do not attach files containing sensitive personal information for your own security.

6. Filling optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred due to the issue. In the 'Desired Outcome' field, specify what resolution you are seeking from Rooms To Go, such as a refund, exchange, or repair services.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the details provided are correct and that your narrative is easy to understand.

8. Submission process: After reviewing, click the 'Submit' button to file your complaint. Make sure that you have filled in all the required fields and attached any necessary documents before submitting.

9. Post-Submission Actions: After submitting your complaint, regularly check your account on ComplaintsBoard.com for any responses or updates. You may receive feedback from Rooms To Go or from other users who have had similar experiences.

Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service

Rooms To Go contacts

Website

www.roomstogo.com

Your Voice Matters: Our Commitment to Genuine Reviews

Empowering Real Experiences

At ComplaintsBoard, we believe in the power of true customer stories. Our platform is a space for authentic voices, where experiences, both good and bad, are shared openly and honestly.

Dedicated to Authenticity

ComplaintsBoard is vigilant in our fight against false reviews. Our team employs robust verification methods to ensure every review reflects a real customer experience, upholding the integrity of our platform.

Encouraging Detailed Feedback

ComplaintsBoard values reviews that come with real evidence. Whether it's a photo, a detailed account, or additional documentation, such substantiation adds credibility to your story, helping others make better-informed decisions.

Balanced and Constructive Conversations

We're more than just a complaints board; we're a community for balanced dialogue. ComplaintsBoard encourages reviews that not only highlight issues but also acknowledge positive aspects, fostering a fair and comprehensive understanding.

Free and Fair Platform

ComplaintsBoard's commitment to maintaining a free and unbiased platform is unwavering. Every review is treated equally, ensuring that your voice is heard and respected, regardless of the nature of your experience.

Is ComplaintsBoard.com associated with Rooms To Go?

ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with Rooms To Go Customer Service. Initial Rooms To Go complaints should be directed to their team directly. You can find contact details for Rooms To Go above.

ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about Rooms To Go. Discuss the issues you have had with Rooms To Go and work with their customer service team to find a resolution.