Rooms To Go
reviews and complaints

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.

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.

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.

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!

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.

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.

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

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

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.

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.

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.