Rooms To Go’s earns a 3.9-star rating from 979 reviews, showing that the majority of furniture shoppers are satisfied with their purchases.
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Torini power reclining sofa loveseat and manual reclining chair
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.
Desired outcome: Need item to replaced or fixed
This complaint has been resolved automatically due to user's inactivity.
Delivery and back order status
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.
Desired outcome: The bed delivered sooner or financial conpensation for inconvenience and time
This complaint has been resolved automatically due to user's inactivity.
Eric Church Headliner Reclining Sofas
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.
Desired outcome: Refund or Re-select.
This complaint has been resolved automatically due to user's inactivity.
Leather sectional
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!
This complaint has been resolved automatically due to user's inactivity.
Bonded Leather Recliner
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.
Desired outcome: Replacement
This complaint has been resolved automatically due to user's inactivity.
FORTEGRA warranty
Worst warranty ever. I bought a couch set from rooms to go paid almost 3,000 for it and added the 3 year extended warranty. Well a year and half my reclining stopped working along with the wireless charging. I put a claim in and they sent a technician out who just took pictures and said someone will contact you in 10 days. Well haven’t heard from anyone so I went to track my claim status. Said DENIED. Called them they said it wasn’t a manufactured defect per technician. Warranty terms state ALL ELECTRICAL COMPONENTS COVERED. Well Apparently the components to make power recliner work doesn’t count as electrical components. That being said they don’t abide by terms and conditions and you waste your money on a warranty they won’t let you use.
Desired outcome: Need my couch fixed
This complaint has been resolved automatically due to user's inactivity.
Recliner sofa
I bought a recliner from Rooms to Go couple of years ago and purchased an extended warranty for any repairs. I had an issue with my recliner in November and called Rooms to Go customer service on 11/01/2022 to resolve it. Since the recliner was under extended warranty, engineer appointment was confirmed to look into it for Mid of November. The engineer confirmed that new parts have to be ordered to repair the recliner and that he had done the same. 3 weeks after that i received the parts. i called back Rooms to go customer service to book an appointment for repair, which was scheduled for end of January. The engineer, who came to repair stated that the wrong part hs been sent and he would again order the correct parts. I again received the new Cupholder switches, which were not the same model and didnt have USB port. I called back to Rooms to Go customer service, who them confirmed that she has requested to order right parts again. Today, i called back to Rooms to Go, spoke to Erika and she was very rude and unprofessional. She said that there is nothing she can do and she would have Service team call me back. It has been more than 3.5 months and issue has still not resolved. I have a small baby in the home and it is dangerous for him to crawl with defective recliner.
Desired outcome: Repair
This complaint has been resolved automatically due to user's inactivity.
2nd Purchase of king size mattress pillow top
SERIAL # [protected]
Date on mattress label: 7-6-20 Model 1304
I’ve tried to return the mattress, but I can’t travel all the way to Miami, I’ve already did that the first time I had the problem. your staff has measured and taken pictures and noted the mattress is defective. I need to return or exchange but i cannot travel to Miami i recently had back surgery and have had several deaths in the family, I was told to go to Miami and return it, this was quite some time ago.
I believe the case # is [protected]. I cannot tolerate this sunken mattress anymore. I have never had issues with your company only the mattress. I have purchased furniture for the entire house (2) homes.
please help me.
Nancy Flores [protected]
Desired outcome: FULL REFUND OR EXCHANGE AT THE SAAWGRASS STORE LOCATION - NOT HIALEAH CLEARANCE
This complaint has been resolved automatically due to user's inactivity.
claims
I filled two claims: one for a bench and another for my daughter's bedroom set. They sent someone to my house to see it on January 9th, 2023; that was it. I've called several times for an update, and they keep telling me Fortegra has not responded. I've called Fortegra for a solution I get bump back to rooms to go customer service.
As of March 20th, 2023, my daughter is still sleeping on the floor. I keep getting the run around and no answers. I don't want apologies; I want solutions.
This complaint has been resolved automatically due to user's inactivity.
Leather sofa and matching chair
Bought furniture on 04/20/2021 also bought guard it protection plan. Rtg said their one year had ran out. Filed complaint with their guard it protection plan which was denied. The furniture looks like brown color of leather is coming off furniture more in some places than others. I do not no where this leaves me as a consumer. I bought furniture 2303 pleasant hill road, duluth, ga. On 04/20/2021 store#1706. Delivered on 06/01/2021. Order #[protected]
Desired outcome: i like my furniture . i just want it repaired.
This complaint has been resolved automatically due to user's inactivity.
Warranty on sofa
Purchased a Sofa and other items with extended warrantees from Rooms to Go on 11/02/2020.
2 months ago my wife started having back pains. They got severe and still are. We switched seats. She went to my reclining chair and I went to the sofa. 3 days later I started to get some back pain.
I checked the sofa seat and found that the right side of the seat cushion was about ½ inch lower than the left side. (simply put: your right cheek is about ½ inch lower than your left cheek.) It shifts your spine.
Rooms To Go uses the Guardian Products warrantee service. We submitted a claim. Guardian considers this a foam resiliency issue – which is a part of furniture they do not cover. They denied the claim.
I then called Rooms to Go Customer Service and was told there was nothing they would do as this is the responsibility of Guardian Products.
As for the financial agreement (still owe $168 on the sofa), Rooms to Go Customer Service said we would have to discuss this with their bank (Rooms To Go/Synchrony Bank)?
Bottom line: we have a sofa, which is still under a financial agreement, which will not be fixed under warrantee, and which can’t be resold to anyone because of the defect (we wouldn’t want anyone else to suffer) and has to be trashed.
We will replace the sofa – But NOT from Rooms To Go! They lost a customer after we have been furnishing our house with them for over 15 years.
Desired outcome: Fix the sofa or don't charge us the final $168.
The reply I received was a repetition of the warranties I had on the sofa - and a sorry we can't help you.
So will still have to finish paying for the sofa - which I can't use or sell or give away, and find a sofa definitely from a different furniture vendor.
I have to ask why they responded in the first place on my complaint when I did explain what their customer service said in my complaint.
What I am finding out is that companies found out that if they hire a few people to "respond" to customer's complaints, they are considered to be "responsive" to their customers and they get high marks for this service. I know this is what the BBB (Better Business Bureau) does. As long as a company responds, it does not impact their rating.
This complaint has been resolved automatically due to user's inactivity.
Order number 28325440
Hello,
We first purchased a dining room table last year. the chairs on the table kept breaking. we had a technician come to our home he could not repair the chairs so they sent new replacements. however those chairs also broke. we called again about it. were told that table set had been discontinued and to come to the store to find a replacement. that we did, but there was a difference in price so we had a credit since it was not policy to offer a refund. so we added the 2 desks and 2 chairs to the order. We had some changes at home, and have not been able to use the desks or chairs. they are in the original sealed and strapped boxes, they have been in a dry storage since purchase. we went to our local store to see about returning the items, we were told to call customer service to get approval, since these are items still carried in store there should be no problem. customer service refered us back to the store for the decision.
the store manager did not want to authorize the return since we have had the items over 48 hrs. we are trying to return the items so that we can purchase a reclining loveseat.. I hope that you are able to assist us with this issue. we do want to remain Rooms to Go customers.
Thank You.
Milagros M. & Alan D.
Desired outcome: Allow return of Desks and Chairs. so that we can remain satisfied customers and purchase The recliner
Rooms to go marked as resolved, all they did was continue to Parrot what after a while sounded like a recording from all levels of their i guess you would call them customer service.. " as per our policy"
they just worry about making the money. they do not care about their customers. Would not recommend rooms to go to anyone. you have havertys and ashley right down the road. no longer a customer
This complaint has been resolved automatically due to user's inactivity.
Patio dining table
Poor quality. Bought a patio table a few months ago. One of the legs came out. The frustrated part here is that when you call them for the warranty (and I paid for the extended warranty), the technician can come in two weeks, because they're busy. So you can't use your furniture for two weeks, and if you'll try to fix it yourself, it'll void the warranty.
Desired outcome: A technician should come in a day or two max.
This complaint has been resolved automatically due to user's inactivity.
Delivery / store service horrible horrible
I bought 3 twin mattresses at online which were totally garbage. I called RTG and they send technician who only checked 2 twin mattresses but not the third. so, I had to call again for 3rd mattress. which is scheduled on 15th march. so, I can order all three mattresses for my 3 kids. While waiting I went to see the mattress at store and we liked a dinning set, I went ahead and bought it. Today March 8 was the delivery for the dinning set and delivery people came and they wanted to take the two-twin mattress without delivering the new mattress. and insisted that if I don't give them the mattress, they will not deliver the dinning set (which has nothing to do with the dinning set delivery since I paid for the delivery) they are 2 separate orders. if you take my kids mattress without delivering new mattress then where will the kids sleep (on the floor). also, I bought my king size split adjustable bet set from RTG and paid $2200 so I have spent $9000 but received HORRIBLE SERVICE. Just a NIGHTMARE
Desired outcome: call me [protected]
This complaint has been resolved automatically due to user's inactivity.
Cindy Crawford home sofabed
This Sofa has been my worst nightmare such a pain literaly in the Butt n Back. Iam senior citizen. This sofa its hard to rise up from this sofa and it hurts to sit the cushion are made of bricks..
When I have company they complain about the sofa hurting their Hips n Back.
I got this When Covid was around so I bougt online
Big Mikstake.. Huge Mistake
Desired outcome: I Would like aSoft seats CushionLike a memory foam⁰
This complaint has been resolved automatically due to user's inactivity.
Damaged on delivery replacement damaged new replacement did not arrive
Order # [protected] 60" console Merlot delivered on 2/23/2023 back panel had a big hole in it along with a side table that would not go together because the inserts were set incorrectly customer service said a replacement panel would be shipped NDA would receive an email when shipped new table base would arrive on 3/2/2023. On 3/23/2023 still did not receive an email or back panel new table base arrived and the delivery guy could not put it together and faulty manufacturing. Told customer service about the issue with the table base and that we never received the replacement panel or an email was advised no stock on the panel would have to replace the console NO ONE bothered to contact us to let us know we had to get a replacement. On 3/9/2023 they delivered a new table base which finally went together and the new replacement console again was damaged internal shelf was busted out from the side walls. Spoke with customer service and wanted the new piece delivered the next day since this was totally unacceptable they said impossible and had to wait till today 3/7/2023 between 10 & 2 checked my email this morning and followed the update's we were #9 eta was 12:40 to 1:10 at 1:00 eta disappeared no time and truck was at customer # 10 spoke to customer service at 1:10 and they were going to speak to dispatch it is now at this time 2:50 and no response and the truck is at #13 this is totally unacceptable I demand a quick response to this matter
Desired outcome: A new console delivered today 3/7/2023 as promised and an some compensation for having to sit home one day every week for that last 4 weeks
This complaint has been resolved automatically due to user's inactivity.
Living room couch switch for reclining broken
Living room couch reclining switch broken and they literally offered no help and wouldn’t even give us the option to hire someone to fix it because out of warranty timeframe. But honestly what can you do with a new broken couch?! They did zero to help! Fortunately my husband was able to get the parts for it and was able to fix it. All I am saying is at least try to help. I won’t buy or recommend you to anyone.
Desired outcome: Nothing
This complaint has been resolved automatically due to user's inactivity.
mattress purchase
My new mattress was delivered 12/28. By the end of January it had started to sag where we laid. The company was supposed to have a exchange program if you were unhappy after 30 days but they wouldn't honor that because something was wrong with the mattress so they turned it over to warranty. They didn't come out for another 3 weeks. The sag was 1 and a half inches in less than 2 months of ownership. We still have not heard from the warranty if they are going to replace the faulty mattress. My husband and I are in our 70's and this horrible mattress is crippling us. I hate to spend $2000 on a mattress and have to sleep on the floor cause Rooms To Go won't honor their warranty! To make me even madder, the people at the store said they would have exchanged it if I had not been honest and told them how bad it was sagging after just 30 days. So I am being penalized for being honest!
Desired outcome: I want credit for the mattress so I can get one that can be slept on!!
This complaint has been resolved automatically due to user's inactivity.
Price Drop for an Order which was not delivered Yet
We ordered a 7 piece king set, the dresser and the night stand were delivered damaged and the store offered me to do a reselection from the inventory they have. So we selected a different 7 piece king bed set with in a couple of days and it was not delivered yet and there is a price drop and when I spoke to the sales representative at the store over the phone, they were very rude and they said there is nothing that they can do. They answered to my question in a very rude and annoying manner. NEVER GOING BACK TO ROOMS TO GO AT ANY LOCATION.
This complaint has been resolved automatically due to user's inactivity.
Hilton head furniture set - mainly the plastic slides on the drawers
I have contacted Roomstogo at least 4 times. They state they never received the first complaint (July 2022) and now says that "the warranty period is over" and there is no "manufactures defect." I have sent them screen shots to prove my first complaint and asked them to come and see the poor quality of the drawers that cannot open and close properly due to the plastic slides they now have instead of the metal slides that work properly. I will continue to file complaints.
The following is my original complaint as well as a follow up complaint. They have stated that "resolved to customer's satisfaction" and "resolved due to customer's inactivity."
follow up: 3 times I have been requested to provide photographs, which I did. Rooms to Go has never followed up. I refuse to use the furniture, it is so disgusting. I looked up my complaint on this website and it shows that "this has been investigated and resolved to customer's satisfaction." THIS IS NOT TRUE!
This is the original post: On June 20, 2021 I ordered 2 bedroom suites. This email is specifically for the KING bed suite. I had previously ordered the Hilton Head King suite for our Florida residence and was so pleased with it, I ordered another set for our South Carolina residence. It took six months to be delivered. I understand the COVID-19 situation delayed delivery and did not have an issue with the wait. HOWEVER, when the furniture was delivered to South Carolina I was already back in Florida. Last night I returned to South Carolina and saw the furniture. This is the worst furniture I have ever purchased. It is NOTHING like the Hilton Head set I purchased in Florida. The quality is extremely poor, specifically the drawers, they do not slide nicely and do not even open all the way! Also the mint color is NOTHING like the picture. It is more of a green gray color than mint. I know it has been over 6 months since the furniture was received but this is the first change I have had to see it and complain about it. It has not been used and has been placed in an upstairs bonus room for storage. The tags are still on the furniture. I am requesting a return for credit towards a new set. I am not requesting a refund. Please respond.
Rooms To Go Reviews 0
About Rooms To Go
Rooms To Go operates over 200 stores across the United States and Puerto Rico, and has an extensive online presence through their website, roomstogo.com. On their website, customers can browse and purchase furniture, find local store locations, and access helpful tools like room planners and style guides.
The company is committed to providing quality products, offering a variety of furniture styles and materials, from traditional to contemporary designs. They also offer financing options and delivery services to make the purchasing process more convenient for their customers.
Rooms To Go has expanded its reach by launching additional brands, such as Rooms To Go Kids, which focuses on children's furniture and decor, and Rooms To Go Outlet, which offers discounted furniture and closeout items.
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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.
Overview of Rooms To Go complaint handling
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Rooms To Go Contacts
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Rooms To Go phone numbers+1 (888) 709-5380+1 (888) 709-5380Click up if you have successfully reached Rooms To Go by calling +1 (888) 709-5380 phone number 2 2 users reported that they have successfully reached Rooms To Go by calling +1 (888) 709-5380 phone number Click down if you have unsuccessfully reached Rooms To Go by calling +1 (888) 709-5380 phone number 0 0 users reported that they have UNsuccessfully reached Rooms To Go by calling +1 (888) 709-5380 phone number100%Confidence scoreInternet Sales+1 (800) 766-6786+1 (800) 766-6786Click up if you have successfully reached Rooms To Go by calling +1 (800) 766-6786 phone number 0 0 users reported that they have successfully reached Rooms To Go by calling +1 (800) 766-6786 phone number Click down if you have unsuccessfully reached Rooms To Go by calling +1 (800) 766-6786 phone number 0 0 users reported that they have UNsuccessfully reached Rooms To Go by calling +1 (800) 766-6786 phone numberOther Inquiries
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Rooms To Go emailstellus@roomstogo.com100%Confidence score: 100%Supportonlinesupport@roomstogo.com100%Confidence score: 100%Supportcustomerservice@roomstogo.com96%Confidence score: 96%Customer service
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Rooms To Go address11540 Highway 92 East, Seffner, Florida, 33584, United States
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Rooms To Go social media
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Checked and verified by Stan This contact information is personally checked and verified by the ComplaintsBoard representative. Learn moreOct 01, 2024
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