Rooms To Go
reviews and complaints

When I purchased a living room set and kitchen table set in 2020, I was told if I purchased a warranty with my furniture and didn't make a claim, or didn't have to use my warranty, I would be refunded the warranty cost back after 3 years. I called 5.11.2023 knowing my 3 years would be up 5.29.2023 and was told by Iisha in customer service Florida center, that was not the case, and her nor her manager had EVER heard of them offering that deal. She then proceeded to tell me it is like car insurance and if you dont use it you pay for it anyway with no money back. Oddly, I was just transferred from online sales within rooms to go online sales to her in customer service. The internet ordering department, and he used the exact verbage for my purchasing a warranty from them I would get it back after or jist before the 3 years is up, and insisted he transfer me to their customer care service to get it taken care of for me.

I had called in to try and use the warranty and my claim was denied 9.15.21 per their records with guardian, however, rooms to go customer service care center told me if I was due any money back it would be through guardian not the rooms to go company. I shall file this with the let us know email @ [protected]@RoomsToGo.com.

Two years ago I purchased a $2,000 sofa from Rooms To Go in Destin, Fl. This was not my first purchase at this location. When butting the sofa, the salesperson said if I have “a pet or children” that I would greatly benefit from the insurance coverage because they will cover “any accident” that occurs. I am quoting because this is exactly what the salesperson told us, my wife was there as a witness. “If your child or pet tears up the sofa then Fortegra will come out, if they can’t fix the problem then they will replace the entire sofa. They are great about it.” So two years later I have a rip in both sides of the sofa due to my pet along with broken zippers on the cushions due to cheap materials. Called Fortegra and they said none of this is covered and refused my claim. Said the only coverage by pets is if they soil on the sofa? This is not what the sales people are telling the customers in the store. Also, the Fortegra rep said they have “tons” of complaints just like mine that they are having to address with RTG. This is deceptive sales! You cannot lie to the customer in order to sell a product. After speaking with Fortegra, they are extremely specific on what they don’t cover. They are not saying this in the store. I was deceived into buying a product!

The seats are very short which is alleviated somewhat if you use the recliner. Sitting is uncomfortable unless you use the recliner but comes in handy if you have visitors and you don't want them to stay very long. Also, and more importantly, the leather is very, very thin. The slightest scratch makes a white line. I think it is very important to note that Rooms to Go does not have reviews on its website. There is a reason for that. I have not been back to the Baton Rouge store since this purchase and I will not go back.

I filed a claim with Fortegra. My dog peed on the arm of the leather chair. I patted it and cleaned the excess the best I could and filed a claim. The leather is starting to peel and there are 2 small holes in the leather. I paid for the chair, paid for the warranty and can't use the chair because my claim is denied as it only covered STAINS!

I ordered both the sofa and chair on 2/14/2022.

It was delivered on April 5th 2022. A little over a year ago.

You can plainly see there is NO wear on the other arm and that by the do peeing on the arm, it did fade and then started peeling and has 2 small holes. I spent over 3300.00 for this furniture and 321.00 for the warranty.

I would like to be able to use this chair again and I would just like it repaired.

MARCH 20 2023 First contact Auth # [protected]

we are are into OUR 8TH WEEK OF NOT BEING ABLE TO USE THE RECLINER!. On Mar 20, 2023 we called said motor is not working. took 3weeks to send service out. But they don't carry any parts on trucks, 1 week to get service approve and order part. 2 more weeks because they had to order parts, Then another 2 weeks to reschedule service out-----Now May 3 service came out Rooms To Go sent wrong parts So still not fixed. Called Fortegra the third party vendor. they say they have to send email for RTG to reorder parts and send to us. NO WAY to expedite order process. then we will have to again ask service to come. So we are looking at another 3-5 weeks min! Ridiculous!

Hello, my name is Nancy and we purchase a leather sectional back in december 2022. Making payments, the sectional cost nearly 5 thousand dollars. After 3 months , we star notice the material getting really wrinkle and old looking, call store, they send a man to take a look at it and took pictures, The man told me the only thing he could do be to add more patting on the recliner we used most but the wrinkles won't go away, also he replay that the rest of sectional would eventually would do the same. Meaning the quality is not good. " 5K product"

went to store to speak to manager, the lady on the counter say he was very busy, so I told her our problem. She say that our only option was to take another sectional the same product. I told her I do not want this bad product the I am paying high dollar for it to de really old in less than a year. That would be crazy ! After that a guy setting next to her just listening, stand up and say that he is the manager. " No busy at all as she was saying" The manager told me that we can replace for different sectional of the same value. He was very rode just like the lady. I told the manager that we do not want this product, is really bad and need to be pick it up out of our home, And we do not like the service of the store at all. Super rude. I file a complain with credit card , is under investigation. Is been now about 5 months. They refuse to pick up the sectional. We stock with this horrible super expensive sectional in our living-room . I stop making payments of course .

You would never expect to pay 5K for a piece a furniture that looks like this in 3 months. Thanks

4/1/23 purchased dresser and nightstand. I had to wait 3 weeks for delivery to have the wrong dresser delivered and nightstand drawers don’t open properly. Customer service sent the correct dresser 4/29 only to be damaged. Now having to wait yet another week to correct the issue but at this rate it will probably be damaged again. 3 weeks my Saturdays have been ruined for their BS. Nobody inspects the furniture prior to delivery. I want some $ back this a joke.

I purchased a Rooms-to g - adjustable base that was defective. I paid $1375 for it. I called customer service and the product is still under warranty. Rooms to go sent a technician to fix it, but it could not be repaired. I called customer service again, and they agreed to replace it with another one. The only problem is, they no longer carry that product. So they asked me to choose another one that is equivalent to mine. When I went to the store they adjustable base that is equivalent is almost $300 more. They asked me to pay the difference. I refused and asked for a refund. They proceeded to say I could not get a refund when their warranty policy clearly states on their website. (If you provide notice within the warranty time period that (ii) would be refunded the purchase price in exchange for the return of the merchandise.

I spoke to a manager (a lady, short, with short blond bob cut, glasses) she stated that she could not help me. but call customer service) This was the start of a goose chase, so I opted to file a complaint and possible a legal complaint if it is not resolved. For this to be a brand new store in my community, they have terrible customer service and the choose to falsely state verbal claims.

I am a Store Manager for Rent-A-Center. My current work assignment has me located inside of a Rooms-to-Go in Columbus GA. On 01/20/23 I was physically attacked by a customer displeased with the amount of money he'd paid for merchandise. While being attacked I said no less than 3 times "call the police" the Assistant Manager for Rooms to Go did not. When she completed her phone call she walked over to (in her words) see what all the commotion was. After which she did eventually call the police and the customer was arrested. There was no security measures in place, and none were implemented following the attack. A few weeks later 2 Rooms to Go employees were terminated after one attacked the other on the sales floor. The same Assistant Manager continued to check a customer out at the counter before she went over to assist in the situation. (Both employees were terminated and police were not called). More recently a customer came into the store attempting to finance merchandise I felt a little unsettled with the customer and decided against a contract with her. The following week the same customer was in the store causing a scene demanding her money back (the customer had written a check to Rooms to Go for merchandise the day I declined her financing). After the customer left the Assistant Manager came over to me and informed me not to ever finance for this customer stating that in the past this particular customer had been extremely unruly, and had gone behind the counter on at least one occasion threatening cause harm to employees. I was able to verify that this customer had previously been a problem by pulling her up in my own system and reviewing notes left on her past account. Last week I suffered an emotional break after going to the Rooms to Go Store Manager for the third time expressing that I felt unsafe and harassed by members of her team including the aforementioned Assistant Manager. This morning while seated at my desk another incident occurred in the presence of the Store Manager who's response was to call my DM and ask to have me removed from the premises. Having spoken to the Store Manager previously and her being victim herself to the individual from this mornings drama Rooms to Go should have foreseen the risk and potential for an incident, and should have implemented necessary measures to ensure safety of their stores occupants, but didn't. To date there has still not been any security measures taken.

I am not a person to write bad reviews, but in this case I will make an exception for Rooms to Go.  I have never had such bad customer service in all my life.  I ordered a king bedroom set from RTG in February 2023.  It was delivered on March 18, 2023.  First, the delivery guidelines says my delivery window was 11am - 3pm, well I get a call saying the delivery people are in front of my house and I have 15minutes to get there, well I work 6 minutes from my home, when I turn the corner they are leaving. I called customer service and they came back but the bed rails did not fit the bed.  So, they send out the correct rails on 3/21/23 but they didn't put the bed together and the adjustable bed that they sold me didn't fit or I don't know how to put it together, Long story short three times RTG delivery people arrived early not between the time they quoted and when I get to my home within the 15 minute window they are gone.  Called Customer Service and explained the situation and finally i was just come pick up your furniture.  I have had this bedroom since 3/18/2023 and have not been able to sleep in my master bedroom.  I left instructions for them to call me on work phone 30 minutes ahead of time, no call from anyone so I still have a bedroom set in my master bedroom that I can't use.  The customer service person was not concerned at all, all he said was we will give you a full refund.  My whole bedroom paint and floors was set around this bedroom set, so RTG if this is the way you treat your customer I will never order anything from RTG again.  This was an $8000+ bedroom set and your answer is to refund really.  RTG YOUR DELIVER PEOPLE AND CUSTOMER SERVICE PEOPLE SUCK!

April 18,2023 I was expecting delivery of sofa set at my parents condo, one of the delivery men said they couldn’t elevator too small, ok no problem how about stairs, he said that deliveries of such sofas could not be made from 3 F. of stairs and above? Since my parents live on a 4th floor. So, I offered extra $ for going one more floor and they said NO RTG WILL NOT ALLOWED. I am so disappointed. Took time off from work, 2wks my parents without a sofa set. Unreal, and every person from RTG I have spoken continues to say that store policy is delivering up to 3 floors? So I guess no one in my the fourth or above floors have privilege of owning a new furniture set from RTG. Unheard off. Read RTG POLICY and nowhere says such thing.

The table and hutch have started to split. I did not buy a warranty for it because I believed that your company sold quality furniture. I called after about 13 months of having bought the furniture. The operator said nothing could be done other than to purchase another table and hutch. Are you serious! The is the most stupid suggestion I have ever heard in my life. I then asked to speak to upper management (Catherine). She also suggested to buy another set. We have always bought our furniture from rtg. Guess what? No more! I truly hope mr. Ceo contacts me. Like I told the operators rtg sucks! I will let everyone know my experience on every platform I can find. Mr. Ceo is this how you train your people. Wow!

I am extremely upset and disappointed in Rooms To Go customer service. I purchased a desk for $1738 with tax. The delivery crew delivered it and it was damaged. They said np will replace the top of the desk. They sent another crew for the 2nd time time to replace the top and they couldn't get the top off and said I will need to replace the entire desk. The 3rd time the crew sent out replaced the entire desk but guess what it was damaged AGAIN. They called and said we will get another replacement to you. This time #4 they came and the replacement was one I would live with, it had a minor scratch in the middle but much better than all the ones we had but guess what this crew could not disassemble the desk like crew #2 to do the replacement. OMG I am so frustrated at this point so thry couldn't do the exchange. Then they called to tell me the item is out of stock and there's nothing they can do but return it.

AFTER 2 MONTHS OF FRUSTRATION WITH THIS COMPANY AND SPENDING ALMOST $20,000 IN FURNITURE I WILL NEVER PURCHASE FTOM THEM AGAIN. FIND ANOTHER FURNITURE STORE. ROOMS TO GO IS TERRIBLE!

We ordered a bedroom set on the first day of the sale that started March 6, 2023. We found the offer online but soon were connected with a sales person who was to help us. He had indicated we needed to make a payment at that time to secure the stock which we did. Later that day he indicated we needed to pay in full to secure the stock which we did. He said he would talk with his manager right away who would make it happen. That never happened and the product delivered April 11.

Other than being delayed with the delivery, the biggest problem is that we informed the sales person that the bed the frame would be going with would be a platform ghost bed and he assured us the frame would work with the platform but we should pay the extra for setup so the people who deliver could do what was necessary to set it up with the platform. When they arrived they said it did not work with a platform bed.

We immediately reached out to the sale person and he said to call Customer Service which we did and they said to call the store and sales person which we did who again said call customer service. No one would assist us but rather moved us to the other.

This is not at all how we would have thought Rooms to Go would handle tis matter.

We have a bed frame that does not work with the platform bed and mattress we have.

We would like this matter resolved. Has anyone else had problems with Rooms to Go like this?

My wife and I purchased a large sectional sofa from rooms to go just over a year ago, 1 year and 6 months to be exact.

We also bought the 3 year extended plan through Fortegra.

Well, there's several things wrong with the sofa now. The fabric is pilling badly, the cushions wore out very quickly and now there are seams separating on several of the seats. They won't cover it because they consider that wear and tear. 2 grand down the tube. Very poor quality.

Purchased a Light blue Torini couch in loveseat and chair in 2020. Its supposed to be Upholstered in top grain leather where the body touches. The couch leather under the right hand rest is tearing like its bonded leather. Also the leather on the recliner part is tearing.

I had a leather couch & loveseat from roomstogo which I bought in 2003 and had it till 2020. It lasted so long and was of good quality thats why I chose to buy from roomstogo again.

We ordered furniture from rooms togo about a month ago. We were told the soonest delivery could be April 5th. We scheduled delivery for that day. The furniture is for my 13 year old son and consisted of a bed with storage and a mattress. Delivery day came and the team showed up when expected, unloaded everything from the truck and realized the headboard was not put on the truck. They would have to set up another delivery date to get the headboard delivered. I asked them to take the unassembled furniture with them and the driver stated that if he did that, it would take longer to get it delivered. Customer service called and we set up a delivery date for Thursday the 13th. Today I received a voicemail stating the head board was on back order and the earliest they could get it to us would be April 20th. I am not happy ith this information. I don't understand how something that was supposed to be delivered yesterday is now on backorder. I called customer service and they were very nice but cpuld only apologize and stated they could not do anything, they were at the coporate office in FL and they do not know what happened. I requested to speak to a supervisor who also apologized and did offer a statement credit but this does not help the inconvenience all of this has caused. I am not a happy rooms to go customer at this point and unfortunately nothing can be done short of choosing another bed that could take just as long or longer to get to us. I now have large furniture boxes just sitting in my house that we have to manuever around for 2 weeks. I will have to move furniture at least 2 more times so my chold has a place to sleep for the next 2 weeks. At least I still have his old bed. I am not satisfied with how the supervisor at customer sevice knew nothing of how this coildnhave possibly happened and when i asked to speak to someone else he told me there was no one else to contact. Its sad that there is no onle local that could have a better solution. Next time I will shop at a smaller retailer instead of a big box store.

Poor quality and warranty is SCAM! I purchased 2 "top grain leather" eric church sofas in mid July of 2021 for $3,100 and with minimal use of an hour or less per day they are already falling apart. The leather is cracked and discolored in the main seating area's, the once beautiful stitch work is coming undone in multiple areas and the manual recliners regularly get jammed. The salesman at this place push the Fortegra 3 year extended warranty at time of purchase by telling the customer's it will cover everything under the sun from cracking and peeling etc however when I called to file a claim they tell me to read the fine print because the leather defects and stitchwork are not covered and only the reclining issue would be serviceable under warranty. I have had furniture with considerably more use last MUCH longer and not have these issues. Rooms to go does not stand by the products they offer and the warranty they push on you is an outright scam.

I purchased a leather section November of 2022 brand new when I record it parts was missing. Rooms to go customer service is a joke. Long story short due to the missing parts for my sectional I requested to have the whole set replace for a new one. When I received the new set; lo and behold missing the legs to one part of the sectional. I call to order it they send only one leg. I call back to order they order diff legs. The tech came down stated he would call and report and order new ones which he did not. Rooms to go need to get their stuff together. Do y’all not communicate. If I do not get the right legs this time I need y’all to come get the sectional and refund me my money! This is unacceptable!

I purchased a set of black recliners, and it was sold to me as real leather. The peel on it is ridiculous, and it is obviously not leather. For as much money as customers spend on the product, they should receive quality. I’m amazed that I’m not the only one and that there was even a class action. I also made a call when the peel started and was told that there weren’t any other issues with other customers—especially not a class action. RTG should reach out to customers and advise. This is absolutely bad service for customers who pay good money for your furniture.