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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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3:03 pm EDT

Rooms To Go they won't credit my $250.00 for non-delivery

I've moved into a new apartment and it was smaller than I expected, so I had too much furniture for the apartment. However, my delivery date for the furniture was on 07/23/2019 so on 07/19/2019 I went into the establish and cancel the furniture as well as the delivery. Management stated, I couldn't get my $250.00 delivery fee back, which is insane I cancel the delivery ahead of time, so I deserve my credit. I would like my refund back ASAP. My name is La'Marcus Collins I financed the furniture through your company, I was able to keep some of the furniture which I paid a 3rd party to deliver, but the reminding furniture would not fit into the apartment, so I need my money back. Here's phone# [protected] and my email [protected]@sbcglobal.net.

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1:03 pm EDT
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Rooms To Go return of product not as expected (as seen online only)

I was looking for a desk for my home & a round table/chairs for my dining area. I found what i thought were nice products so i went to the store & saw the dining set, but not the desk. I ordered both. As i was leaving the store, i also found a rug that i purchased.
When the desk & dining set were delivered on sat, 7/20/19, i found the desk would not work as it was way too shallow in depth. I called the store the same day & spoke with someone in cust serv who told me it would not be a problem. I am expecting delivery of the rug on 8/10/19, and was told the desk would be picked up that day of delivery. I couldn't reach my sales person, but he called me the following day & i told him what i needed. He then told me that i could not return the desk & would be issued store credit, which i do not want. We have been back & forth mon & today with him speaking with managers, etc., only to be told it cannot be returned.

Your online policy specifically states that if not satisfied the item can be returned, less delivery charge. Even though i didn't order online - as i wanted to see it & the dining set as well, there should be no difference - as i did not see what i was purchasing.

I am extremely disappointed with this situation and would like immediate assistance. I don't need anything else for my home & certainly cannot afford to loose this money. I am 77 yrs old, on social security & still working to pay bills.

Your assistance is greatly appreciated. You can reach me by phone or email. Patricia mayers, [protected], [protected]@gmail.Com

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5:52 am EDT
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Rooms To Go adjustable bed

Never buy from Rooms To Go. Serta adjustable bed arrived damaged. Delivery people said it was the control, but the whole thing did not work as soon as it was set up. I called customer service and was told I would receive a call. Never did...I called Sales person who sold me the bed and he said it was out of his hands. I have a $1, 000 bed that is useless POS! Terrible customer service, horrible product! How can this business have accreditations from the Better Business Bureau? 100% disgusted and dissapointed. Never ever buy from them.

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12:54 pm EDT
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Rooms To Go sofa and loveseat

This furniture was bought 5 or 6 years ago. It was sold to me as leather. The sofa, love seat, TV stand, end tables and coffee table were about 3000.00, maybe more. I also bought the warranty. This was supposed to cover any damage to the furniture. The sofa and loveseat is peeling and cracking. When I complained to the store in Mcdonough Ga, they said that was normal wear and tear and my warranty had expired anyway. The warranty was for 3 years. Since I don't believe leather will peel or crack like this, I think I am entitled to a credit or my money back. I haven't had this furniture so long as to have it be in this condition. As you can see, there are no tears anywhere. It just cracked miserably and peeled making this an unsightly piece of furniture.

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Update by Nancy Cable
Jul 19, 2019 1:03 pm EDT

This furniture was bought as a set. Paid for sofa, love seat end tables, coffee table and tv stand 3000 dollars, maybe more. I also took the warranty protection plan. The furniture was supposed to be leather and i was given a lotion to treat it, which I did. Now the furniture is peeling and cracking. I haven't had it long for it to look like this. There are no tears anywhere. I would like a credit for the sofa and Loveseat. I purchased it 2013.

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12:11 pm EDT

Rooms To Go delivery

I was to have a delivery of 6 chairs on July 18, 2019 delivery time 4-8pm around 7pm a very very rude woman called to tell me as always they running behind and will be at my home between 7-10 pm I said that I am not excepting those times for I need to leave for the airport to pick up family at 9:30 she hung up on me and guess what not a sole or truck showed up at all.. So the next morning at 9 am a Rooms to Go Truck came in and delivered my neighbors book case I asked if my chairs where with then they said no I told them what happen. So I have been on the phone since 8am this morning first lady tells me they where at your house at 7pm but no one was home I said excuse me I was in my front yard and cell phone in my pocket watering new grass until 9:30 when I left but left with my neighbor in charge in case they show up.. so then I asked her to put her supervisor on the phone he Justin changes up the story and says I cancelled the order and it was sent back to Katy Warehouse and it will take a 48 hours turn around and then they will reschedule my chairs I have asked them to have a long talk with the inconsiderate rude woman but after reading all the delivery complaints it looks like they do not care so the moral to this complaint is I have to wait on their terms as to when I will get my chairs and my suggestion to the consumer go some where else for these people do not give a flying hoot about you once they get your money! my number is [protected] order number 8696830 Donna Gott

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10:26 am EDT
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Rooms To Go delivery damage to my house

I got my sectional couch delivered to my house and when one of the movers tilted it up on its side it dented two spots on my ceiling over hang, ridiculous that I sent pics and called right away only to find out 4 weeks after badgering the so called claims department because they wouldn't answer me that they denied my claim.. No apology no nothing, just stuck me with my damaged roof.

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6:08 pm EDT
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Rooms To Go I am complaining about unethical behaviour

I had bought some living room set from Rooms to Go at above address . This is not where my complaint is about .Twice I had to request to return damaged merchandise. So I was given a number by the delivery men for me to call and submit the information about the damaged furniture and love seat console recliner and sofa recliner. When I call there the people seem rude as though they hate their jobs. Very disrespectful to on the way they answer the phone and the way they talk. It's like them talking down to you. This last call I made was today complaining about the furniture that was delivered today to replace the furniture I had delivered on July the 2nd. I was explaining to the lady that my son inspected the furniture and one of the end tables was damaged and the sofa recliner didn't recline all the way .This was the new set they had just delivered to replace the other ones that were also damaged. Well the lady I talked to wanted me to send a picture of the damaged end table which we did .We send it to 1906agent@roomstogo.com. She stated she would call me back to make a decision and let me know the next delivery date and so far she hasn't .She was very rude. I didn't spend money just to be getting damaged merchandise and return it back constantly. These operators need to be a little more respectable to the customers who spend their well earned money on furniture tat really shouldn't even be damaged .And if it's getting damaged during transportation to site. Then those people should be replaced with people who know how to handle other people furniture.
My name is Richard Guerrero

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11:25 am EDT
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Rooms To Go delivery

We ordered furniture from the Ft Myers RTG to be delivered to our second home in Jasper, GA. We chose the delivery date to be July 1. My daughter took off from work to be home for the delivery, and we arranged for 2 burly guys to come and move the furniture out that we were replacing (they came the day before delivery date) We were to be up there on vacation starting July 3rd. The morning of the delivery date, we received a text from RTG saying our delivery date was July 8th. This was NOT our delivery date! I called right away, and was told that the delivery date had been changed on June 12th, yet NO ONE bothered to let us know that the date had been changed UNTIL the date we were to receive it. My 90 year old mother in law was coming with us on vacation, and we all had nothing to sit on for a week. I was told I would be "compensated" for my inconvenience, but when I received my furniture and called the manager about what would be done, I got nothing. The salesperson called me back and asked about the furniture...I told him what had happened, and he said he would get the manager to call me back. It has now been over a week and still no phone call. I was going to be replacing the furniture in my home in Ft Myers and was planning on using RTG, but I will not be doing that. The lack of care or concern with my experience has left a very bitter taste in my mouth. RTG has forever lost my business. My order number was 24069614S.

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2:00 pm EDT
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Rooms To Go adjustable base

I ordered an adjustable base after being told the base would work with my bed. They delivered the adjustable base and then said it would not work. I asked to then return the adjustable base since they lied and said it would work. They said they do not take returns for the adjustable base. The base has never been used and not even touch my anyone but Rooms to Go employees. So I am stuck with a $700 adjustable base that I cannot use and cannot return. TERRIBLE IN-STORE AND PHONE CUSTOMER SERVICE!

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1:03 pm EDT
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Rooms To Go renzo dual reclining sofa and loveseat with console.

BUY BEWARE…..
During my purchase of the Renzo Dual Reclining Sofa and Loveseat, I received exceptional service provided by a Sales Representative named Jim. The problem began during delivery on June 21, 2019. I received by merchandise 30 minutes after the promised delivery timeframe of 4-8pm. The delivery guys unloaded the items and ask if we could verify the package items prior to assemble. After set-up we were asked to make sure everything was good. During this process I noticed the left armchair on the loveseat and the sofa were not securely attached/connected in place as the other pieces to the sofa and loveseat as though the track was bent during insertion not allowing it snapped into place, so of course I questioned this with the delivery guys. They responded with "I'm not sure", but we can write it up and request an exchange. I began to take pictures as proof of delivery for my records, and the delivery guy asked if I could forward the pics to him as well. The next day I made a call to Rooms to Go in Dunn, NC, and spoke to a Sales Representative in reference to the condition of the new merchandise I purchased. The Sales Representative informed me he would relay this message to the RIG (Customer Service Department) to contact me concerning this matter. I never received a return call for several days, so I contacted the Customer Service Department and explained the situation to the CSR, she informed me that she could send out repair in a confrontational manner. I responded with "no malm", I paid for new merchandise and that is what I expect to receive. She then said, "I could put in an order for a new left armchair for the dual loveseat and sofa for Saturday, July 2, 2019 between the hours of 4-8pm". After taking off work early to make myself available for delivery, the merchandise arrived approximately at 6:30pm. The delivery guy asked if I would verify the items ordered prior to set-up just as the previous delivery crew did during the first initial delivery attempt. I followed the delivery guy to the truck to view the items and noticed they were wrapped in a navy-blue dirty quilt and what appeared to be some thick clear tape, as though the items were picked up from a previous customers home due to an issue of some sort, then delivered to me. So, of course I declined delivery and questioned this with customer service. I was informed by customer service that some of Rooms to Go merchandise is removed from packaging to allow room on the truck for additional items to be delivered. I told the representative I do not want furniture placed in my home wrapped up in dirty quilts with no knowledge of where this furniture had been, nor do I know where the quilts have been. I paid full price for new package furniture and that is what I expect to receive, nothing less. The representative responded with "so you want new package furniture", I said yes. He informed me that the earliest delivery date will be July 13, 2019. I received my delivery today and once again DEFECTIVE MERCHANDISE! I drove to the Rooms to Go in Dunn, NC where I initially made the purchase to request a refund on this order that I have yet to enjoy in my home I was told they won't let you get a refund. This entire process has been frustrating and a complete disappointment! The first picture shown below of a missing piece is what was left in my home along with the other defective pieces by your delivery crew.

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3:12 pm EDT
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Rooms To Go delivery

I called Rooms To Go on July 2nd and waited for 20 minutes on hold and then hung up. I called July 2nd for 25 minutes and then hung up because I had family in town. I called back in July 3rd ( my delivery date) and after 20 minutes spoke to someone and asked that the driver please call 30 minutes before arrival and I will make sure I'm home. I received a call from Rooms to go while I was enroute to take my mom to the doctor and was told the driver was knocking on the door and no one was answering. I then called The 20 minute wait line again and was told not to call back until Friday eveningJuly 5th and hopefully they can get me my furniture within 2 weeks...WHAT! I told Customer Care that I had asked that morning for a 30 minute window because my original window was 2-6 which was perfect. Her answer was sometimes we can't get ahold of our drivers. Wow, seriously.

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12:35 pm EDT
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Rooms To Go fabric high back recliner

Have only had chair about three years and am still making payments on it. It was not a cheap chair. The right side arm has broken on the chair. When I called was told it was only warranted for one year. Ask if they could help me out in any way and was told no. Now I am stuck paying for a chair that is not even usable. I have spent a lot of money with rooms to go but the quality of the workmanship is very cheap. Sad when a chair doesn't last as long as the financing.

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2:59 pm EDT
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Rooms To Go furniture protection warranty

I have a material protection warranty on the chairs of kitchen table set. they have been cleaned several times. ON 6/25/19 a serviceman came ( service num 2900795) to supposedly clean my chairs. This time he just took pictures. We spoke to Emily and Mr Carlos her supervisor on 7/2/19. We were advised to get chairs cleaned professionally on our cost before chairs can be rebonded and reevaluated. They could not provide in writing this policy. we would like our chairs replaced as expected per the warranty. we are taking this route of this written complaint before contacting the BBB.

Endia Johnson PItts

email: [protected]@hotmail.com
ph [protected]

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10:32 am EDT
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Rooms To Go customer service

I have already brought a complaint to customer service. We bought a sofa from my daughter for her birthday it immediately started having problems. As I stated, that complaint was made to customer service with no results. PLEASE DO NOT purchase furniture at Rooms to GO. The furniture looks great in the store with their beautiful decor but when you get it home you quickly realize it is low quality. Then you think Customer Service will take care of it. Well THEY WON'T! We were told by customer service that is you so much as treat a stain on a cushion you have voided the warranty. They will do NOTHING!

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5:37 pm EDT

Rooms To Go delivery/customer service

To reschedule a delivery due to delayed move in date, customer service said I won't have my furniture set until early August. And there's nothing I or they can do about it. She just told me where to cancel my order with Rooms to Go. It's always something with them. Over 2k spent on furniture with them and they can't do anything for me? But I was going to have it in 2 days originally.

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8:32 pm EDT
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Rooms To Go bedroom set

My daughter paid $4000 for a bedroom set that was to be delivered today. We the driver said no one was home when he went to the door witch is a lie because he never knocked on the door because if he had the dogs would have barked mon stop. So she was told her order would be put at the end of the rout! Well she took the day off of work and waited for hours and at 8pm tiny was told on delivery! So she will be sleeping on the floor for the next few days till she can take off work to be home for hopefully a delivery. NEVER WILL WE BUY FROM THIS COMPANY AGAIN BECAUSE OF THE WAY WE HAVE BEEN TREATED!

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6:08 pm EDT
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Rooms To Go living room furniture

My sofa/love seat/chair when delivered was damaged on 6/13/2019. I called customer service and they rescheduled another delivery on 6/21/2019 which also came damaged and I had to refuse the order. Spoke to customer service rep on 6/21/2019 and she assured a manager will get back with me at earliest. Today is 6/24/2019 and still no response. Also sent an email on rooms to go website and no reply from there. Let's see if I get any response from here.

Thank you
A[censored]a Patel

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3:24 pm EDT
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Rooms To Go unethical behaviour from store manager named "jp"

I ordered a dresser and was to be delivered on June 19th, 2019 between the hours of 5:00 pm and 9:00 pm CST, after getting text and automated updates no delivery ever made. I then called the 800 number and was told expect delivery by 10:00 pm then at 10:23 pm i get a call from the delivery person letting me know it was going to be another hour before he could get there making it be 11:30 pm. I told him no i didn't want him there that late. This morning I called the 800 number and they had a re delivery for June 25th I told them i need this furniture sooner so it now schedule for June 22, 2019 with no time available. I called the Midland store to ask for a time frame and the manager JP said he could not provide me with one and if i was unhappy about it i could do two things, one being he could cancell my order and two give me a refund. I have already purchase matching furniture to go with this piece of furniture that did not get delivered. The Midland store manager needs to proper training for issues.

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Update by Julio Guerrero
Jun 20, 2019 3:25 pm EDT

nothing to update

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4:20 pm EDT
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Rooms To Go 2 couches, 2 love seats, 1 recliner, 1 dining table, 8 dining chairs, 4 end table and 2 coffee tables

The absolute WORST delivery service ever! We purchased 2 full sets of living room furniture plus a full dining set on 5/18/19. The salesman informed us that furniture was only delivered in our area on Fridays and that they would not haul away old furniture. He stated that all furniture except 1 recliner would arrive on 5/24/19 and the recliner would be delivered on 6/14/19. We hauled off all of our old furniture first thing on delivery day. I called RTG 3 times on 5/24/19 because the furniture didn't show up in the delivery window of 10-2. The first two times customer service told me that they had the wrong phone numbers in the system and that they would contact the driver and that my furniture would get here. The third call at 8 pm they told me that the driver couldn't find my house and they couldn't turn around because they were almost back to the store. After getting nowhere with customer service i asked to speak to a manager. I was transferred to Carlos. I explained everything to him and he said that there was nothing that he could do about it and I would have to wait until the NEXT Friday for delivery. He had a couldn't care less attitude. I then called the store that we bought the furniture from and the manager was actually apologetic and said he would work on it and call me the next day. He called the next day and said that he was able to prevent out furniture from being split up and sent to other customers but that we had to wait a week for the next delivery. After 7 days with No furniture in our house we started the whole cat and mouse game again with the delivery company. They said they couldn't get me on the phone and after MULTIPLE calls to RTG i ended up on the phone with someone who had the driver on the other line. I was finally able to communicate with the driver through a RTG employee and managed to chase the delivery truck down in my car. The delivery truck followed me to my house and I finally had furniture EXCEPT that one dang recliner. A few days later I get a voicemail stating that the recliner delivery date was changed to 6-7-19. We were out of town on vacation so I had to have someone stay at my house to receive the recliner. Of course the delivery never happened and later that day I received a voicemail stating that the driver had been injured that morning and the NEW delivery would happen on Sunday 6-9-19. We decided that since they were making the exception and delivering on Sunday instead of the next friday we would cut our vacation short and return home to receive the furniture...I am sure you can guess what happened next...absolutely nothing. Not even a call this time. It is now Wednesday June 12 th and I just called RTG. Customer service called the delivery company and told me that they would be able to deliver the recliner on Friday 6-21-19. They said they couldn't find a reason as to why our furniture was not delivered and no oopsie call was made. I just really can't afford to spend another day off work or missing vacation to be disappointed on a 4th delivery date! I requested that the recliner be cancelled and asked for our money back...I was informed that I needed to call the store that I ordered the furniture from. I called the store and was told that their system is down and they would call me back when the system comes back up. I am sure that I will spend countless hours trying to get my money back for the recliner that I never received..at this point I have learned to expect the worst case scenario with this company and it has really helped calm my anxiety about the whole situation. I will make sure that all of my friends and family hear about this furniture horror story and I personally will never have dealings with RTG again. Hopefully who ever reads this is smarter than I was and is looking at reviews before buying from RTG.

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12:48 pm EDT
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Rooms To Go sofa sleeper

In August I ordered a sofa sleeper on line for my daughters birthday. It was delivered on time however it was not setup or the mattress put in place. We did that and things seemed to be ok. In December while visiting I noticed that the cushions were losing their shape and going flat. I should have complained then but we were facing a crisis in the family. Later l my daughter informed that the sofa was getting worse. The frame had split and she had to put in a lag bolt to use the sofa.

At this point we registered a complaint. In early April a representative came out and reported excessive use. This could not be true as she lives alone. The frame had to be defective. The entire sofa is a falling apart. We have spoken with customer service about the situation with no results. The sofa is a total embarrassment

Customer Service is of no help at all. This will probably be the last purchase with RTG. Their looks good in the store but does not last. Poor quality or this was a lemon.

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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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