Rooms To Go
Reviews and Complaints

Dear Sir/Madam:

I recently moved back to PR and went to ROOMS TO GO in Manati, PR because I heard such wonderful things from my neighbors. I went there on 7/19/2023 and ordered a queen-sized bedroom and children's bunk bed with trundle. The order was to be given to me in 2 parts. The bunk beds and all its pieces were to be delivered first on August 8th and the queen-sized bed and its parts were to be delivered a few days later. That what was agreed upon and I had no problem. The same day when I went home, I realized that we would probably need to get what is called monkey boards to be put under the mattresses of the bunk bed and I called the store. The gentleman stated that it would be about $150 and would order them. I spoke to my husband, and he said we did not need them. So, I called back the same day and the person said she would cancel the monkey boards. I followed up with her the next day in the store and she said that it would have cost me about $498.00. I repeated to the person that I did not want the boards, so she took them off. I trusted that she did the right thing. When the second part of my order came in the headboard for the queen-sized bed was not with the rest of the order. I then called the store, and they stated that the girl made a mistake and cancelled the headboard instead and said don't worry, it would be delivered in 2-3 days.

The store called me back and said I had to go talk there and speak to a manager. It took me several days to get to the store because I live in Vega Alta and don't have a car and had to wait for a friend to drive me to Manati. When I went to the store on Aug 8 it was stated they would have to put the headboard back onto my account. They wanted to charge me for a new delivery and set up as well. We went back and forth and finally they said would not charge me. It took another week for them to deliver the headboard, which was supposed to be today August 16 from 12-3 pm and never showed up. I called the store about 4 pm and they stated the delivery men were running late but would come. The store called me back about 5 again & and said the delivery person would not be coming and would take another few days to come. I was quite angry because they weren't able to help me out. It was their error. I was willing to go along when they first made the error but enough is enough. It shouldn't take almost 3-4 weeks to get my order in a timely manner. Also, lo and behold they did charge my account for delivery and set up on August 8th. LIAR! LIAR! LIAR! This kind of service would have never happened in NY.

What kind of service does your company provide? I am thoroughly disgusted. Me and my husband are bother elderly and should not have to put up with this kind of nonsense. I sincerely hope that you don't ignore this complaint and call me ASAP! [protected]/[protected]. My address is 35 Calle Ceiba,

Vega Alta, PR 00692.

Also, I have copied and pasted this complaint to my email:

[protected]@gmail.com

The first thing that happened s when you walk in to a Rooms To Go is several salesman waiting at the door waiting like hawks and one cokes forward you can tell they take turns on who has who next because the others are just sitting down with a frown on their face knowing well I'm not making that sale, they wait while another customer walks in l. Friendly as can be I noticed more than the furniture they want to sell the Fortegra warranty I told them no its fine im ok im content with the 1 year rooms to go warrant as it was additional $500 to $600 extra I kept saying no until they wouldn't stop pressing " but ma'am we have switched warranty companies this one is amazing I promise u spill something they cover it u have a cigarette go thru we gonna get u new one u have your kids make a hole we gonna replace its the best of the best " they were selling their souls literally i was humiliated for them and getting uncomfortable and agreed. I made a claim 2 years later for discoloration turning a red hue and there was broken frame i had no idea about when tech came out 2 months later he cleaned with some leather guard and then got his market sets to fix it he said he couldn't and going to submit the whole claim over and to hear from them and by the way a frame on one of the pieces was brokem several weeks later they denied it because the broken frame was they believe done on its own and the discoloration if its not from a spill or food beverage or cigarettes its not covered well I don't watch my couches 24/7 to see whats causing the color to be gone. My point is its a scam they aren't coming out to fix it I have another friend who had purchased and she plain send they never even heard back from the claim ppl and they let it go. So when you call fortegra their main goal when They answer immediately from the tone of their voice you can tell is how to not get your claim approved they will try anything to deter this even when you call they don't like it because they start giving you a bunch of claim numbers and then authorization numbers for each individual piece even if it's just a tiny wedge they all have a separate piece and then you have to call back another number to give these numbers to, o have like 16 claim and authorization number for a recliner I purchased iso many hoops just to put in a claim so they are trying every effort for you to not get this approved either by the customern getting overhwhelmed and just giving up or just telling you that it's denied it will always be denied do not buy this it's a scam and if a salesman trys to sell it just tell them we know you are in on it. The least that can happen out of this is the outcome these sales people instore are put so much pressure on to make a commission to feed their famous that needs to stop

Same story as countless others. RTG sells the warranty, but their Fortegra front company finds every excuse to deny the claim.

Staining on newer white sofa. Tech came out and stated he couldn’t clean it. We were told someone would call to arrange pickup for reupholstering. No call received. Called them after two weeks to be told the claim was denied because it does not cover cracking and peeling. I contested the findings and sent them addition evidence to prove it was stained, not cracking and peeling.

Fortegra then asked the source of the stain. I told them it might be plant based, they quickly denied it again, stating they don’t cover those stains. Of-course they don’t. Big shock. Do NOT ever buy from RTG.

just 2months since we bought roomstogo Sofa, and feathers are coming out of cushions like anything, customer service say it's NORMAL.. Paid around 600$ for coverage. Now option i got is, to reselect but have to pay delivery/charges again. Horrible!

I have paid around $600 for coverage and $270 for delivery charges, and in response to that roomstogo has delivered me a defective piece of sofa and cushions, fully filled with poultry feathers.

And now when I am asking to fix it OR replace it, they are asking to pay for delivery/service charges again. Horrible !

Every time I sit on this sofa, I feel like I am sitting in a poultry farm. Please, I want my money back and I want roomstogo to take their garbage back. Otherwise I will file a legal complaint against roomstogo. Thanks !

Around the end of March 2023 I bought my girls a bedroom set and mattress from Rooms to Go. It was the one that has a gray fabric headboard with lights around it. I thought it was so pretty. Within a few weeks my girls were waking up with bite marks and I thought it was mosquitoe bites. I started getting more concerned when it started get more aggressive. I kept telling my husband something is biting my girls.

My daughter started thorough cleaning her room and found an adult bed bug. I couldn’t believe it. I called terminex the next day to have a look and at first he didn’t see anything but when he flashed his light in the headboard they were hiding underneath the creases. I almost died.

I called customer service and was talked to rudely and told there’s nothing they can do about it.

My husband and I went shopping for a recliner MLK weekend this year. We didnt have a huge budget and live frugally. We had a sales woman help us and we were sold on one and even talked into additional cost for warranty and if anything happened it would be cleaned or fixed. With a few weeks, the fabric looked terrible and we discovered the arms are not permanently attached. We called in on our warranty and were told "pilling" isnt covered. This chair that costs us roughly $400 isnt presentable in our den. I will NEVER shop at RTG again!

In ordered a bedroom set that was delivered and put together incorrectly. It is a parallelogram instead of a steady rectangle. There is a huge gap on the bottom of my bed which is not safe. I called immediately when I noticed it after the rude person who put it together left. I have little children who could get hurt. Now that I reschedule to have this fixed( which I had to wait a week for) doesn’t show up and says he “called” and no answer. I have been by my phone the entire time. I am called room to go customer service and now they are giving me run around. Super disappointed and I will be filing a complaint.

When I purchased the fortegra warranty package on my couch/recliner, I was so excited to have a fall back in case something happened to my new couch. It wasnt that expensive, so for me it was a no brainer with a dog! I received a small brochure on this and it listed what was covered. One of those items was "Pet biological stains" which is what happened to my couch unfortunately. It took 3 months for any update on my 1st claim. After calling back multiple times for updates and a status on this, I finally got a new couch. Now let me note, I kept asking just to replace the cushions (this would have helped as I could have used the pee cushions for my dog and used the nice ones for myself/guests), but after 3 months of having a pee stained couch, I finally agreed to take the new couch. Well, unfortunately my dog peed on the new couch not long after I got the replacement. So I submitted a claim again with fortegra. They sent someone out with a dish rag and a spray bottle to "clean" the spot. By the time someone came out, the pee had seeped into the couch cushions and wasnt "visible". Since there was not VISIBLE stain, they did not cover it. They also told me that once you have a claim submitted for an item, that contract is now void and I would have had to REPURCHASE the warranty package on my new couch. NO ONE told me this. NO ONE told me also that for pet stains, it has to be a VISIBLE STAIN TO THE HUMAN EYE. Im sorry... so I just get to SMALL PISS because the pee didnt leave a stain because my couch was dark colored?! There are so many complains I have that I could go on and on. This was a readers digest version sadly. I am so unhappy with Rooms to Go for not explaining this warranty service, for not replacing the cushions, for not telling me I need to repurchase after a claim is filled out. I am also unhappy with fortegra who could have also done the same, but also the worst customer service. I have received emails that said "per our call" but there was NO CALL! They also would never call back. Left a message with someone and never got a returned call.

DO NOT PURCHASE THE WARRANTY, IT IS A WASTE OF MONEY!

This is the second recliner we've purchased for my mother at this store. The first one, the motor went out and they couldn't get the part so they offered reselection. We did that and it cost us a couple hundred dollars more plus I purchased the protection plan. The second recliner has not been in the home for a year and the padding on the right arm has shifted along with a gap on that side. The tech came out and told my mother this sometimes happens and he couldn't fix it and rooms to go would replace it. I got a call telling me its not considered a manufacturing defect and the tech did not put in about the gap. They told me there was nothing they could do since its not considered a defect even tho I questioned why the padding would be shifting. The rep told me my mother should not be sitting on the arm. I told her my mother does not do that. My husband and I have spent quite a bit of money there and I'm appalled and this treatment. I will never purchase another item from this company. Lousy customer service!

In 2018 we purchased 2 King Kingdown Geralyn Mattresses (buy one get one). The mattresses have a 10 year warranty. One of the mattresses side collapsed so we called customer service who sent out an inspector. The inspector confirmed that the mattress was defective and was under warranty. The customer care representative called and advised us that the mattress we purchased was discontinued and we would need to "reselect" a mattress. I went to the store in Naples, FL and I asked the manager to replace the mattress with a comparable mattress . Since the Kingsdown is not longer available they advised the warranty was not for a replacement and advised that he was only authorized to apply 1/2 the cost of the mattress we purchased. All I am asking is to replace the mattress with a comparable mattress. Order#29770729RT

We purchased this sofa on 6/20/2014 order number 9781998. I have tried calling about this issue prior to now and research that they have a major failure with blended leather. I have spoke to several store reps and they all stated it was a recalled issue. I have researched and seen so many complaints about this issue. There seem to be a Class Action lawsuit, and no one sent me information about it. Rooms to Go is false advertising that the product is leather and now don’t want to stand behind fixing this major concern. I have purchase several products from Rooms to Go. I called July 18, 2023 when the problem started getting worse and spoke with Rep Jessica about this issue and she stated I’m out of warranty..I have attached photos of this issue, I asked to speak with a supervisor and phone call was dropped. Spoke to another Rep who states that they are not recalled of a recall and they stating its out of warranty. Sales Reps tells customer they are purchasing Leather, which leather does not crack nor peel.. No one sits on this sofa its well kept and now it’s cracking and peeling. This sofa looks brand new on one side.. It seems to be an ongoing concerns with several customers and before I pursue legal actions, I believe Rooms to go should take responsibility of this and replace sofa or store credit. Rooms to Go Do Right By Your Customers we trusted to give you business and our hard earning money.

Order [protected] purchase from Concord Mills, NC

One (1) Deck Dove Chair advertised as Leather

This chair was purchased on 6/19/23 and delivered on the following Thursday. We had the delivery persons unload in the garage to allow the odor to dissipate. We moved the chair into the house after approx. one week. We left the chair in the open position to try and further the odor reduction. We did not apply anything to the fabric but did sit vinegar, etc under the chair to try and help remove the odor. We eventually had to move the chair back to the garage. Overnight when you walk into the garage in the morning you can smell the odor. My wife cannot handle the odor. We were told that this chair is primarly true leather. I do not believe this. It appears to be the same fabric texture all over. I believe it is a faux leather that is made from polyurethane.

It is my bad for not reading the back of the bill but I saw no sign in the store nor did the sales person who helped us advise of Room To Go's return policy.

We would like to return the chair and get our money.

Please review this complaint and claim and advise.

Derek Eason

[protected]

I purchased the extended warranty which is supposed to cover rips to the fabric. All four pieces of the sectional are ripped all along the seems. Less than six months old and it’s literally falling apart in multiple places. They cover rips but not the rips that take place at the seams! why would a six month old couch be tearing apart at every seam and why would i pay for coverage that doesn’t cover anything.

It’s the cheapest and worst fabric ever. everything stains it. even water to clean a stain will further stain it. Impossible to live with. the large stain on the arm and seat are just a regular spill cleaned with damn cloth. it set in immediately

We aren’t hard on furniture we had another leather couch for 7 years without major incidence. we sold it “like new” when we moved .

7/14/2023 5:21pm

Ordered $10k or so worth of furniture from you guys and every order we received had damaged furniture on it which we have sent back and waited on again. We sent a couch back and was told we could not return it and had to replace that with items that totaled the amount of the couch. When we purchased the couch it was not available in the store and we could not gage the size. When we received it, it was too large for our space. We wanted to return it but were told we couldn't. So we ordered items to replace it and it's not RTG furniture. We just found that out yesterday. It's from another vendor and is shipped directly from that vendor which we didn't know when we were told to order more items. On top of that, we have to put it together. I don't order stuff to put together. I can go to Walmart or Amazon for that. The console table was delivered UPS today and wouldn't you know it, it's missing the legs for it. Every single thing we have ordered has had a problem. I called customer service to get this issue resolved and could not. I was told I had to email special orders and wait on them to respond to handle the issue. On top of me having to put this thing together I now have to do more leg work and handle this problem that is not my fault. This is unreal. It has literally been the worst experience. And we are repeat customers. We had Cindy Crawford furniture that we loved and was actually good quality. After this, I will never shop RTG again and I will make sure I tell everyone about my experience.