Rooms To Go
reviews and complaints

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.

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]

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.

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.

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.

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

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

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

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.

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!

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.

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.

I purchased a sofa that broke within a few months and here we are a year later, and no one can help me get it reselected even though I have been approved for an exchange because the frame is broken and I've already picked out what I want to exchange it with. They can't just exchange it with the same one because the couch is discontinued. I have been given the run around because it was an employee sale made by my nephew. I was told to do paperwork and he did. Nothing happened. They told me to go in the store and pick my reselect, but then the store told me I had to submit paperwork. Such a mess.

2 year old leather sectional has cracking in material on back of armrest pad. We have only had this for 2 years and it is deteriorating. I would expect a $3000 piece of furniture to last more than 2 years. We purchased this sectional at the rivergate location in Tennessee. 2253 Gallatin Pike N Ste A, Madison, TN 37115. Store states cannot help because it has been more that 12 months since purcahse.

I paid just under three hundred Dollars for the warrantee and close to 3,000 for a sectional from the Wesley Chapel, Fl location not even a year ago. The recliner part got torn on one section and the leather is buckling up on another cushion. Rooms to go has come several times. The last technician, William, came February 22 and said they would cover it. When I called to find out when they are coming to get the recliner portion to fix the tear, I am now being told that they are denying it. This shows dishonesty and fraud.

Claim # 1583834

on 6/20/2022 i called regarding a stain on my sleeper couch. service came out to clean the sleeper on 6/28/2022 and stated that it could not be cleaned that they would have to change out the cushions. i didn't receive the cushions until September and when i received them i could not change them myself. i was told that they would come and pick up my sleeper take it to the warehouse and change it for me. I've called numerous times to schedule and they always tell that someone is going to call me back. it's February 18, 2023 and none of my phones have been returned and my sleeper is not fixed. Since no one is calling me back nor making an attempt to fix my sleeper even though i paid for Fortegra 3 Year Guard Service i want a full refund of $1532.74 because i'm not getting want i paid for and i'm tired of calling and being told that i will be called back and no one calls back.

I've had to change the date several times because the technicians say they cant find the apartment and I did not answer the phone and canceled of course they had no problem finding the apartment to bring the couch but to fix it they couldn't find it. I'm very frustrated to see so much incompetence it's very easy to say I don't answer the phone when sometimes I can't answer it and its not my problem they should find the apartment number and knock on the door. Once more I had to reschedule the appointment and when they call me I will not be able to answer the phone because I will be working and they don't allow me to answer the phone. Will they cancel the appointment again? I put the building number and I will not be home until after 2:00pm but, there are people in my apartment. I hope they can find my apartment and actually KNOCK if I don't answer their phone call.

At the time of the purchase of our sofa, chaise and ottoman I purchased extended warranty at Rooms To Go which was total waste of money.

After I submitted a claim for food stains to be removed (not wine or chemicals etc) they send a technician with tiny cloth and spray who didn’t even try to remove the stains.

Instead, he took pictures and said he will request new covers for us to arrive in two weeks.

After month and a half I called them few times and they were giving me a stories how my claim is denied and nothing they can do.

Funny thing is that they said technician can try to remove ONLY one stain day or two after it happens but if you get another stain after 2 days that’s considered a build up and they don’t cover that.

Stupidest excuse I’ve ever heard!

DO NOT ever buy extended warranty from Rooms To Go!

It’s total waste of money and they will find a way to fool you for money you paid to them!

Actually, consider not buying anything from them.

2/6/2023

To Rooms to Go Management –

I have some real concerns about your Rooms to Go Business. I purchased a bedroom set for my son. The dresser we got was damaged. I called customer service and they ordered a new dresser for my son. I took off work as a vacation day and waited for the delivery of the dresser. I got the dresser delivered and that one was also damaged. So, I had to call customer service again to schedule another delivery. Again, I had to use a vacation day to wait for the delivery of my son’s dresser. This time it was delivered and there were no issues. We also bought a couch from your business for our playroom. The couch sunk down, when my husband sat it in, so I called customer service to get it fixed. Your business sent out a person to look at the couch. I had to take off work again for this visit. The gentlemen looked at it took pictures and pulled the couch out where it was sinking. He left – said he would write his report and we should here from Rooms to go in a week. 8 days went buy and we have not heard form your business, so I called, and the customer service lady said that in the report on our couch – he said he fixed the issue. I was appalled, because he didn’t fix anything. So, they had to send out another person to look at the couch. Again, I had to take off work to be here for this person to look at the couch. The inspector looked at the couch and agreed the couch needed to be fixed. He said he would write up his report and Rooms to go would be in touch. 5 Days went bye and we still have not heard anything, so I called customer service and they said they would order a new couch and we set another time for them to deliver the new couch. When they delivered the new couch – they only replaced the part of the couch that was damaged. Problem was they new couch did not match the rest of the couch that was there. Again – appalled by them not bringing a whole new couch. So, I called Rooms to Go customer service, and they said to come to the store to pick out a new couch. I took my family to the Rooms to Go store in Denton Texas and we picked out a new couch – that hopefully would not sink like the one we had. So, I took off work again to wait for the delivery of the new couch and for them to take the mis matched couch back. When the drivers got here – they said they wanted us to look at the couch because they had to wrap it in plastic, and they wanted to make sure there were no issues before they took it n the house. I should have known something was wrong then. Well I looked at the couch on the street with the plastic on and it looked fine. There were two pieces to this couch – the chase part was wrapped by the drivers the long part was wrapped in thick plastic and had foam pieces like it came from the factory directly. Once the delivery drivers set up the couch – you could see that the chase part was used. The seat dipped down, and to top it off, I know that they delivered a used piece of couch because I had to drag my dog away from it. He could smell something that was on it. My dog did not do this to the long piece of couch only the chase part that was used. My dog has never done this to any furniture before. I am totally disgusted with your business. I just want all my money back that I have paid – I had to pay an extra $1000 for this used couch. Customer service said I could not get refunded and to be glad that I had the coverage on the furniture, to get replaced. I am still waiting to get the chase part of the couch replaced. I am disgusted to have a used piece of furniture in my house. I won’t let anyone sit on that part of the couch, and I must keep my dog from going upstairs because all he wants to do is sniff that part of the couch. Once I get this chase replaced, I will never set foot in one of your stores, and I will let everyone know on YELP, Social Media, etc. in the DFW area what kind of poor quality of products your company gives to its customers. I can’t believe how many times I have had to take off work – use my vacation time – and wait for damaged furniture to be replaced. You may want to investigate the terrible customer service that never calls a customer back, and terrible quality of products that your business offers. You have lost a good customer.

Regards - Wendy & Jonathan Rivera

The quality of their furniture has gone way done! Purchased furniture during covid and missed return window! Furniture looks lumpy, not at all high quality! The arms padding is just plain old poor! Needed a mattress and box spring and was absolutely furious at the poor quality of a $1900 unit! Didn't even allow them to bring in my house! Returned! The agent said it was their 2nd high support sale! Looked like it came off goodwill! Horrible! More than disappointed! Coach is Harley sat on!