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3.9 968 Reviews

Rooms To Go Complaints Summary

701 Resolved
264 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.
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1:33 pm EST
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Rooms To Go Dual power raf recliner

I purchased this recliner a year ago. The seat pad was defective from the factory. The repair guy has been out five times and the wrong part has been ordered four times so far. It takes months to get the part, then a month to get the repair guy out, just to find that it is the wrong part, again. It has been a year so far and no end in sight, for a simple seat pad. The tech is always pleasant, but there is nothing he can do. Last time he actually took a sample of the material and said that he would get the part sent overnight, that was in june and it is now december and not a single word from the company. Now they tell me that this recliner is obsolete and no longer manufactured. This is insane.

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Update by Dwayne_k
Dec 14, 2020 3:59 pm EST

I finally received a return phone call from Rooms To Go last week. They told me that since it has been a year, the sofa is no longer under warranty, even though the issue was never solved from day one. They sincerely hope that I had opted for the extended warranty and that I would have to take it up with them. Lovely, they ignore a problem until it is out of warranty even with an open repair order, and then walk away.

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4:08 pm EST
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Rooms To Go Horrible customer service of delivery - tv console - broken door

We purchased 10k worth of furniture for our daughters new home from RTG Frisco office. We paid for delivery charges.

Most furniture delivered were scratched, chipped or broken.

One such item was a console. The door of the console was broken so we asked for replacement. They had no replacement as item was discontinued. So we had no other choice but pick another item. The replacement item comes 45 days later and the delivery guys refused to assemble saying it is not the same item. So we refused the delivery and still have the console with broken door.

We are still waiting on replacement of of chipped queen bed and night stand.

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Update by Sheila Konnully
Dec 01, 2020 4:10 pm EST

Sheila Konnully - [protected]

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3:57 pm EST
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Rooms To Go Furniture

We bought the furniture 2 years ago with 3year warranty. Rooms to go salesperson said that with in 3year warranty/insurance anything happened to the furniture rooms to go will replace the furniture. Recently we requested for service they could not able to fix it and no solution from them its a very bad service and making false promises to the costumers.

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8:44 pm EST

Rooms To Go Cindy Crawford home couch

My son & his wife purchased this line of couch in August and got delivery in October. Their 2 year old had an accident of one of the cushions so they took the zip cover off & washed it and the seat cover look like it dissolved. Went back to the store and they would not make good on it. This does not say a lot for this couch manufacturer or the company selling it. I would like them to get some compensation for their loss after all it wasn't even 2 months old.

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11:17 am EST
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Rooms To Go Order # se152798521

11/20/2020
At about 7:15 a delivery team came to our home without calling first. They refused to wear a mask. They were rude from the moment they arrived. When bringing the dresser in they slammed the door on a gun case and when told to be careful became very rude. They then said they would not "do this" and said they were leaving. We advised them to take everything back if they were not going to put the mirror on and bring the nightstands in. They left two nightstands and the mirror outside.
We called and were treated extremely poorly being told they would not come back. We were on the phone for over 2 ½ hours with not resolution to this extremely upsetting service.

Return today, install the mirror and bring the two night stands that are outside in the home. Have the workers were mask since the men that were here this morning refused to do so.

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2:19 pm EST
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Rooms To Go Delivery of merchandise - order #14992255i

Good Afternoon,

I ordered a sectional set and a recliner in August 2020 and it was just delivered yesterday November 18, 2020, which was fine because that's when it was scheduled. However, when it was delivered two of the pieces of the sectional were missing. I paid almost 3000.00 for this set (including 200+ dollars for delivery and setup) and I have waited 3 months to receive it. Not to mention the fact that I have no living room seating because the pieces I did receive can't safely connect and my son hurt himself on the pegs sticking out on the side.

I have attempted to contact customer service numerous ways; telephone, chat, facebook, facebook messenger, email, and text to no avail. I called the Rooms To Go store closest to us and the manager there basically told me "tough luck", it'll be mid-December because we can't rearrange our deliveries. My husband spoke on the phone with someone who said that they could bring the items out in another month. The person that he spoke with said that they requested that it be brought out as an add-on on November 24th and that they would call back to confirm. No call back was ever received. Another CSR said that the two pieces would not be out until January! THIS IS COMPLETELY UNACCEPTABLE and it is not the way you treat customers.

All I am requesting is that the furniture pieces that I ordered, be delivered promptly (NOT next month) as leaving off part of my order was a mistake on the part of Rooms To Go and it needs to be rectified. A month later is not going to be okay. I paid for my purchased items to be delivered and setup and they were neither. It is a travesty that the customer service that Rooms To Go offers seems to basically be non-existent. It is a pity, because I was very happy with the furniture, but the customer service I have received, or not received rather, will keep me from doing business with them in the future.

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2:30 pm EST
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Rooms To Go Customer service

We purchased a coffee table with a a matching end table, on September 1st, 2020, We were told it would be delivered 11/17/20.
I told the salesman that I need it delivered by 4pm. Our condo doesn't allow deliveries after that time. He made a note of that.
I receive a text several days prior alerting me that delivery time would be between 1pm. -5pm I immediately call the service number, was on hold for 45 minutes then disconnected. I called back waited another 40 mins, only to be reassured that they had the time noted by the salesman and not to worry. The morning of the delivery I called again to make sure it would be delivered as promised. Was told YES! At 3pm I receive a text notifying me that my delivery would happen between 5:05-5:15 pm. Again I call and was on hold till 3;45 at which they said would I like to reschedule the date. I was truly disappointed decided to cancel the order and request my payment back.
I phoned the salesman and he claimed that they are short handed and is sorry.
At 6pm I get a phone call from the delivery dispatcher telling me my delivery would happen at 6:30, I told her I had cancelled it and it was promised before 4pm She read the past notes and claimed no one ever informed the driver! REALLY I will be posting this on social media if they do not get in touch with me. I left them a return call back 3 hours ago!

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Update by gmH!
Dec 14, 2020 11:31 pm EST

My order info is longer with me, I discarded it after no reply from Rooms to go. Im sure that you can contact the store on West international Speedway in Daytona Beach, Fla., they can find all my info. My phone number is [protected] if you need to speak to me.

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1:07 pm EDT
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Rooms To Go Kitchen set

I purchased a counter height kitchen set in november of 2019, 2 swivel chairs, 2 stools a bench and large table... I was told by my sales person it was a great deal and she has sold alot of them, she convinced me to purchase the insurance... She said everything was covered and how amazing it was to watch the guy repair a table that had been damaged one way or another etc etc... She really played it up real good, of course, thats her job after all, to sell useless insurance to their customers right? This set is by far the worst piece of crap I have ever purchased, I had a deep scratch in the table and they sent a repairman out to fix it, he showed up w a stain stick and covered the scratch so it wasn't as noticeable, are you kidding me, I could have done that... A few of the padded pleather seats had like pin holes in them, not sure how or why, but, the claim was denied... They said i'd have to purchase new seats, but, the sales lady said everything imaginable was covered, she said they're really good about replacing and fixing... Yea, none of that happened. This will be the last time I will purchase anything from rooms to go... So disappointed!

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5:28 pm EDT
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Rooms To Go Martino top grain leather sectional

We purchased the Martino Top Grain Leather & the 3 year extended warranty. This sectional was advertised as "Top Grain" leather several times in the ad. It is NOT close to Top Grain the quality of this sectional is extremely poor as it has rubbed & flaked off. I spoke with Alex from customer service on Oct. 13, 2020, who along with his supervisor confirmed our extended warranty was still in effect & would cover the damages.
I was asked to email [protected]@roomstogo & attach pics. I did so on Saturday Oct. 17, 2020. I received an email back (please see pic) stating the one year warranty expired which, we were already aware of & they'd let us return the sectional & give us a $1, 199 credit to put towards another purchase & stated I'd have to pay delivery charges on the new sofa. They failed to mention the extended warranty we were told by the sales man was so good that they repair or replace the sectional if a screw driver went through it. This was apparently just another purposeful way to rip off consumers just as their advertisement clearly stating that where your body touches is Top Grain Leather. We purchased this sectional based upon false advertisement as the quality of the leather is paper-thin & extremely low grain. There was zero honesty from this business about their merchandise and/or their costly extended warranty that was a deceitful & misleading sales pitch. Rooms to go purposely & knowingly mislead me as a consumer & their idea of resolution is completely unacceptable.
The cost of the Martino section was $2, 199.99 we also purchase & paid for an addition console at the cost of $200.00.
This totals $2, 400.00 without tax, the extra cost of the extended warranty that we were deliberately scammed into purchasing & delivery fee's. Rooms to Go falsely advertised their merchandise as Top Grain as top grain leather by definition does not flake, peel, wear off in color or scratch in the short period of time we've had the sectional.
According to the second email I received from [protected]@roomstogo we were told the extended warranty fabric protection purchased covered us for 3yrs against any food and beverage stains from the date of delivery (4/12/2017), nothing to do with cracking and or peeling. I am so livid over this situation I am preparing to speak with WSOC TV for consumer protection.
The warranty (see pic) clearly states leather in it.

Rooms to go has deliberately misrepresented the quality of their merchandise in their ad & also knowingly & purposely mislead us as consumers into purchasing their costly but, useless extended warranty.
This company should be ashamed for stating this leather is "Top Grain" quality.
What person in their right mind would look at our sectional or our pics & want to purchase anything from Rooms To Go?
Word of mouth recommendations are the best form of advertisement for any business.
I can assure you that any potential customer that sees our sectional or pics wouldn't even want to walk into a showroom knowing this company does not stand behind, not only their warranty or their merchandise but, more importantly their consumers who paid for a quality product & received merchandise that was falsely advertised leaving them extremely unhappy, embarrassed of the furniture they were sold & feeling ripped off.
Leather.

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2:55 pm EDT
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Rooms To Go Cindy crawford power recliner — general "customer care"

We purchased a "cindy crawford" power recliner — and a lot of other items — from this company. After the first-delivered unit was found defective and replaced, the chair worked fine.

Recently the motor stopped working. A few minutes examinating proved that the problem is in the battery that is hard wired into the chair. (the first, defective, replaced chair had a recharge cord similar to what is provided with laptops.) the motor works only when the chrging cord is plugged in. Obviously the battery does not work.

I have tried for many hours on multiple days to contact the room-to-go "customer care" department. I called its dedicated local and national numbers multiple times. I called its headquarters numbers. I called the local store. Every time I was routed (by computer and salesperson) to the "i'll connect you to the next available customer care agent" or - randomly to a computer's "call back" program. Never was I able to talk to a real person.

Rooms-to-go apparently has no customer relations staff or concern about customers.

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Cukita
34746, US
Nov 21, 2020 1:25 pm EST

was terrible experience with rooms to go kissimmee store items come many times defective carpet chairs and table we still deal with rooms to go but they dont resolve the issues yet we really disappointed

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1:45 pm EDT
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Rooms To Go Cancellation

09/01/2020
Order number 1504306i
I've called their internet sales number everyday in order to cancel my order prior to the delivery date as stated in their return/cancellation policy. I've left a call back number. I even went as far as sending a text to phone number on their page [protected]. Unfortunately, I have been unable to make contact with the customer service department whatsoever.

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12:16 pm EDT
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Rooms To Go Silver thread headboard / footboard / rails

August 27th my merchandise arrived except the silver thread headboard/footboard/rails did not have all the parts. The young man stated someone will reach out to me and setup the bed. That was Thursday. No calls. Monday, August 31st I decided to call customer service and after the young lady asked for my number the call was disconnected which meant I had to call again and wait another 20-30 minutes. I decided to call the location where I purchased the merchandise and the young lady stated she would email customer service and someone will reach out to me in 3 days. That never happened. I even sent an email to customer service with a reply stating they received, that was a week ago. No responses still. This has been an ordeal. I reached out to corporate 2 days ago, Sept 9 requesting to file a complaint. I was transferred to customer care. I immediately hung up and called back stating I do not wish to speak with customer care. I was than transferred to presidential where I left a message. A young man called stating he will overnight the items and provide his contact info if there any concerns and someone will setup the bed the day the items arrive. Well I never received his contact info and I have no clue if someone is coming to setup my bed.

I left another message with presidential today, Sept 11th about 10:49 am. A woman returned the call 11:09 am kept stating McClain and when I stated McCrae she immediately stated oh wrong number and hung up.

My bed is still disassembled with my mattress on the floor. This is appalling to have to go to such extremes especially when the issue was created by Rooms To Go!

Disgruntled customer,

Kecia McCrae

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5:04 pm EDT
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Rooms To Go Defective product

Reference Order #94984031 old address 1357 Chardonnay Dr., Hou. Tx 77077.
I anxiously waited for 2 Barstools to receive since July 17 and once received I was disappointed in how they were poorly painted, discoloration and few scratches noted in the attached photos for the amount I paid for these chairs. One of the chairs did not swivel freely due to a small gap. I am impressed with the quality of the wood itself, but there is no excuse for the other defects. It has been a challenge trying to contact Rooms to go. On 2 occasions I waited 22 minutes trying to discuss my issues. In the past I have been pleased with my purchases from Rooms toGo, but this time I am dissatisfied and disappointed. The hold time is ridiculous to resolve such small issues. My resolution is to provide a credit on my purchase because it took me to long to get the product and the cost and time take it apart and returning it.
Thank you
Ualterlease Herod
[protected]
New address 4814 RedWing Brook Trl, Katy Tx 77449

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Rooms To Go - Cindy crawford sectional

I purchased a Cindy Crawford sectional in January of 2019. I also purchased the extended warranty with the furniture. I had to have them out 6/months after I purchased the furniture to repair one of the buttons in the furniture, no problem. About 6 months ago the couch started pulling apart at one seam and then another. I was not overly concerned because I...

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Rooms To Go Stonehill beige 7pc living room

We ordered our living room set on July 1, 2020 and at the time were very excited. That excitement quickly faded. First with our salesperson we were told the lamps in the set would arrive separately, ok that's fine. They'll arrive September 22, 2020 and the loveseat, couch, coffee table and two end tables will arrive August 11, 2020. We were fine with this. So at this point the main set arrives a little over a month after first order and the lamps over 2 months. They said due to COVID everything is delayed. Ok, we understand that. Then we receive a call towards the end of July that the coffee table and end tables were now delayed and were arrive separately. The new date October 6, 2020 and while it was frustrating we tried to stay positive about it. Well at least we'd have the couches, we could wait on the lamps, end tables and coffee table. We receive another call the beginning of August that our couch is now delayed and the new date is September 8, 2020 and so naturally at this point our frustration is high. The customer service representative says it was something with the manufacturer but she looks more into it. She was able to have it delivered August 18, 2020 and confirmed with the manufacturer, we appreciated this very much! She confirmed our other dates again noting our order was spread over several months. She confirmed the loveseat would arrive August 11, 2020 and confirmed the dates of the other items. We also have a room set on order that we're now freaking out about because we order that on July 21, 2020 and it's supposed to arrive September 29, 2020 again 2 months out from the order date. Anyhow, we confirmed these dates on August 10, 2020 and received an email confirmation August 11, 2020 and then a text message confirmation with "real time" tracking. The loveseat was to be delivered between 12-4pm and we'd be contacted as they got closer.
So the day is going on and we get closer to 4pm and my husband checks the tracking..."cannot be found" so we have no choice but to call and wait on the horrendous long wait times. Finally speak to a customer service representative and she informs us our new delivery date for the loveseat is now October 13, 20202! So you're telling me on the delivery day that the delivery has been changed! We don't have our other furniture because we were confirmed for delivery and now it changes! This is the worst I've ever seen, waiting over 2 months for delivery and then changing the date on the day and then spreading an order out over several months. This is not reliable at all, I'm so upset with the service and I cannot believe this. I'm not excited at all for our bedroom set because I'm almost certain it's going to be a nightmare like this. Shame on you Rooms to Go. Using COVID as an excuse for the same day change is ridiculous. I can understand furniture needing to be quarantined as y'all are saying but not taking 2 months or more! Someone is not checking inventory and telling lies. While I do really love the set we picked out I think it's time to take our business elsewhere. We did our business with Rooms to Go in Frisco, TX.

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Jeri Todd
, US
Nov 01, 2022 11:13 am EDT

I have had this Stone Hill set for a month it is awful such a cheaply made set and very very uncomfortable.I have a severe back problems this furniture is almost impossible to sit on.I have included photos this is horrible furniture . Your delivery people delivered an ottoman about three months ago they,somehow crushed it and put it in a bag they threw it in our floor and knocked a hole in it.I am sending photos reguarding the hole.We called 5 times were told they’d call right back…no one ever called

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Ateam75071
, US
Oct 25, 2021 12:57 pm EDT

Thanks for your review. This is the same set I was contemplating and from the SAME location! I don't know what to do at this point since I need something quick and doesn't look like you can trust their "confirmations" at all.

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Rooms To Go Leather couch

I purchased the Cindy Crawford edition leather couch, reclining with matching chair. One of the reasons I bought from you thinking I would not be cheated. Okay I waited till now and my couch is 5 years old but why all of a sudden I'd the leather pealing off in the sides. Not to mention, when you sit in it it's a whole that you sink in. Really disappointed, I just purchased a bed and wonder if it was the smart thing to do, will I be sinking in the bed within a year. Thank you for listening.

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Rooms To Go Bed bugs!!

About 2 months ago I purchased a bed frame from rooms to go. When I installed the bed frame my wife started complaining of bites and constantly being itchy the next day, and i kept telling her its probably mosquitoes bites, when we will be outside. I always hire a pest professional before the summer and come back every other month to treat my lawn and house. But she was constantly complaining for these past two months mind you we have not gone anywhere due to covid 19, and if we did it was to the grocery store and back always took our shoes off before entering the house and placed are clothes in bags before putting them to wash. Yesterday it was where I found the problem bed bugs! in the back board of the frame I purchased from rooms to go. I searched everywhere else like my dresser furniture and night stand no signs of bed bugs, but just on the backboard. I called customer service and they say its not there problem its environmental issue in which they don't cover. I kept explaining to them. How when I treat my house all the time and covid 19 still around I have not gone anywhere but being home, and taking precautionary measures in the safety of my family. I never had an issue with bed bugs in my house till now.

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Rooms To Go Sofa

A big disgrace and a big shame dealing with customer service at Rooms To Go. I have ordered from them several times for kids furniture.. Will admit the quality of furniture is absolutely a disgrace. Unfortunately, at certain times when you have limited money to spend this is the go to place.

I recently ordered a sofa during the whole COVID-19 crisis. Customer service never answered the phone, customer service never responded to call back requests, and customer service is now charging me restocking fees for merchandise that was turned away because I had called to cancel weeks in advance.

I requested a refund of the restocking fees several times and I've gotten the same, ridiculous answers over and over. They obviously do not care about customer service nor do they care about keeping customers happy. I will never order from them again.

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hpaleno
, US
Jul 28, 2020 6:39 pm EDT
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Tiffany, you are the same customer service person I've dealt with already. You did not help and simply told me there was nothing you could do. Why would I go through the same hassle over and over again when all I want, and deserve, is a full refund of the order I tried to cancel several times.

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Rooms To Go Product quality and poor service

I bought a sofa, less than a year ago and also brought one insurance that they offered me to extend the protection on it.
The sofa is now loosing the color and the seams lines as losing.
They sold me a insurance that does not cover anything and now they don't answer my emails and calls.

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Rooms To Go Leather sofa set - 2nd replacement peeling

I purchased a leather set back in February 2016 and it started peeling. I called customer care on 11/12/16 and [protected]@roomstogo.com responded on Nov. 17, 2016 and the entire set was replaced with my current furniture. Now, the exchanged set has started peeling. Today, I contacted customer care and patiently waited for 25 minutes. The care rep was very helpfuI and I'm thankful for that :). She explained my current set is out warranty, however, she provided me an email address (similar to last time so I was familiar with the process). I sent an email to [protected]@roomstogo.com and I'm patiently waiting on a response. The furniture is used every day and is in great shape. It's peeling and tearing in spots on the sides that are visible when reclined.
My desired resolution would be to allow me to exchange my entire set for something of equal value and I will pay the remainder of the difference in cost just as I did the first time I had the issue. The store has excellent customer service and I don't mind shopping there. I'm a little hesitant to buy another piece of leather unless it is the Cindy Crawford selection. I also currently have a Cindy Crawford sofa (5 yrs w/o any issues). My [protected]@roomstogo.com ref# is [protected] and my ticket# is 151240.

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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.

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