Complain about a product or service

Rooms to Go

Quality Problems

Rooms To Go
•Delivery problems
•Quality problems
•Customer service
•Warranty issues
•Boorish behavior
---
•Kids Rooms To Go

Arthur of Panama City Beach, FL August 10, 2009

I bought a 3 piece black leather sectional with dual recliners, sleeper sofa and wedge in Feb.07, for 4501.51. The dual leather recliners keep having the o ring handle that you pull to let the chair recline, they keep coming off! The recliner will not recline. The first year, the repairman came out and put the new handle back on the wire mechanasism,4 times. The repairman even apologized and by then, knew me by first name and knew my house very well as he had visited it so often. He couldn't figure out why the handle kept coming off the cable wire and said it must be defective. He replaced the whole mechanisim and it still came off again.

Well, it worked ok for another year then it happened again! I called the 800 number and you guessed it, they stated the warranty expired and were very rude and told me too bad, call a furniture repair shop! I told them it was defective and they had fixed it and replaced it 4 times! That the man needed to come fix it as they sold me a defective design recliner and they guarantee customer satisfaction. They were rude, evasive, would not give me the name or number of a supervisor or manager even. They put me on hold and never came back on the phone! I called back with the same results!

I've spent my last 10,000, I'll ever spend in this store as they do not back up their customer satisfaction claim and sell defective design items and refuse to fix it even though it would take their repairman less than 5 minutes as he has the tools. I'm retired and cannot lift a 100lb dual recliner to take it to a shop like they told me to do! I am surprised they are in business as I have told all of my family and friends not to ever go there. I am contacting my Congressman, the Better Business Bureau, Channel 13, AARP, and every other consumer agency to warn others that they sell junk and defective furniture and then do not fix it after 1 year! The stuff isn't cheap and any reputable firm that wanted to stay in business would fix it.They are rude at their 800 number and they won't even divulge the name of their supervisor or manager and will not call you back!

Susan of Dickson, TN August 9, 2009

I purchased a sofa from rooms to go and I had only had it for a few months when the material started getting lint and knots all over it so I called Rooms to Go and they send a Tech and he said the material was defintely messed up he would send his written report in and that I would hear something in 3 to 5 business days and I did and they told me that I could pick another sofa outfit out but guess what the one like I had was no longer availble. So I picked a recliner sofa, and loveseat. The sofa had recliners on each end. The loveseat is stationery. I knew the minute that the furniture was delivered it was of cheap value.

Well sure enough 3 months or so the middle of the sofa collapsed. I called for a tech to come and he said it was busted. That he couldnt fix it. We never sit in the middle and rarely recline the ends. The tech told us he would send a written report and that I would hear something in 3 to 5 business days. Well the tech sent his report in and blamed it on us. I still had almost 9 months left on my warranty. I also bought a 2 year extended warranty and Rooms to Go said they weren't fixing it. That it was not a manufacture problem and that they weren't doing anything. I said you can come and get it and the smart corporate said we are not coming to get it and you will pay for it. I said I will get a lawyer and that is what I am planning to do. You know it might take more money to get a lawyer than what it is worth.But Rooms to Go has to be stopped from cheating consumers out of their hard earned money.

Danielle of woodstock , GA July 22, 2009

I wish I had read this forum prior to buying at rooms to go. I purchased two livingroom sofa sets both of which are of poor quality. We received a sectional which looked really nice until the fabric started to come apart. We had a replacement of the one peice but the item was discontinued so when the other pieces started falling apart we had to return it but RTG will only offer an exchange which you have to purchase at equal or greater value in addition to the new delivery charge! The new sofa set is now having a simalar issue and I have service coming out on sat. but I really just want my money back to shop elsewhere. The other livingroom set looks so cheap I have put slipcovers on it as well! Please do not shop at rooms to go.

Amanda of Lilburn, GA July 19, 2009

Only after 2 years of having purchased a sectional sofa from Rooms to Go it is literally falling apart. The entire decorative/supporting wood frame is assembled with finger joints which were hard to detect under the dark stain. They are very visible now that they have come apart. Also the cushions are already worn out. There is a sunken spot in between two of the cushions and the back cushions are also defective. The sofa is suppose to a Stratto lounger which I understand is suppose to be a good brand. Well I am here to tell you that you do not pay for what you get. I seriously believe that the furniture that they have in the showroom is a much better quality than what is delivered and I really think they should be investigated. They charge way to much for the crap that is delivered.

Britt of Little Elm, TX July 16, 2009

My wife and I purchased a leather sofa/recliner with electronic reclining mechanisms and matching loveseat with manual recliners from Rooms To Go back in July of 2008. The furniture delivery was delayed until August. We began having troubles with the sofa in the later part of June of this year, and had contacted the store about exchanging the sofa for a model with manual reclining mechanisms. We were told that they would not do this, but would send out a service technician to look at the problem. The problem is when the recliner is reclining, there is a popping noise and the recliner will hang up. We have had the technicians out twice already, the last time being this past Tuesday the 14th. I was told by the last technician that the unit could not be adjusted and that it was hitting on the frame causing the noise. I informed him of my concerns regarding the longevity and durability of the piece in question, and that I was wanting an exchange of the piece. He said he agreed it should be replaced and that he would have to submit his written report to corporate concerning the matter and that I would be receiving a call from customer service within the next few days.

I received the call this afternoon, and was told by customer service that the technician had reported the problem as normal wear and tear, even though this is not what was said at the time of his visit, and that nothing else would be done on the part of Rooms To Go to solve the problem. This furniture has a 1 year warranty and that has not expired yet, and they will not honor their obligations. After hearing this, I did a web search about customer complaints against Rooms To Go, and I was shocked at the amount of complaints against this company. So many in fact that I'm surprised they are still in business.

Sarah of Flowery Branch, GA July 16, 2009

After I purchased our new living room set last August, the rocker began to squeak loudly. They sent out a service rep. and he odered a replacment...defective chair. New chair arrived, this once too began to have the same problem. They sent out a service rep. in May to "oil" it down..later that evening..still squeeked....sent another service rep. out once again on the 28th of May. "Needs a new rocker mechanism"....got a card in the mail 2 weeks later...stating they had to order the part...it would be about 4-6 weeks....ok...I'm a patient elementary school teacher...BUT...it is now July 16th....no part....called customer service....they told me the part would not be in until August 2nd!!...then...have to wait for them to install it....which again...I'd have to take time off work for the "four hour window" that they show up for!!! I've already done this 4 times!! I asked to speak to the supervisor, and "Wilson" told me there was nothing he could do...I said "replace my rocker"....that waiting 3 month for a part was ridiculous! He said sorry....nothing he could do..that their policy states that they will not replace something that could "possibly" be fixed?!! I understand...but 3 months for a part!! and they don't even know if this will fix the loud squeaking problem! I asked to speak to his supervisor...he said there was no one else to talk to...have a good day...and hung up!

Wendy of Atlanta, GA July 6, 2009

Do not buy from Rooms to Go Kids! At the beginning of May 2009, we purchased an "Ivy League Twin/Full Step Loft w/Desk" from Rooms to go Kids, value 1,200, not a trivial amount for Kids Furniture! Despite our paying cash upfront for the furniture, it had almost a month wait on it. The associate processing the order bungled the delivery so instead of it being delivered second to last week of May, it got delivered first week of June, and then the real fun began.

The quality of the furniture was appalling. The stain was uneven through all the pieces; there were serious imperfections in the wood with it being damaged in some places; shaved and not even in others (it looked like the piece of wood was bad so they took off the damaged area and left the "square" plank uneven; there were areas where there was no stain at all!; some parts of the wood had splintered where the bolts went it and was broken to pieces; the draws inside had huge splinters of wood about to break off into a child's fingers if they happened to run it along the top of the drawer (!); the screws were finished with rubbers in the store to protect the wood when bolted together but when I asked the delivery people where they were, I was told that they were not provided (?). I went back to the store to look at the floor sample and it looked NOTHING like what I had in my bedroom at home. Nothing like it!

After complaining to Customer Service about the poor delivery, I was told that they would send a technician out to inspect the furniture, who diligently came out a week later and all he did was touch up some of the areas of poor stain, not even all of them, and when I spoke to him, he told me that the quality of the furniture was to manufacturer's specifications and that kids furniture was not made the same as adult furniture? When then did I pay adult prices for the furniture

So after much complaining, RTGK said they would replace the imperfect items two weeks later after first inspecting it at the factory prior to delivery. The items came and were equally dissatisfactory as the original pieces. After more complaining, RTGK said they would send out another replacement for the furniture a week later, to the same deplorable quality and really not any sort of improvement to the terrible quality already in hand. When I send the third attempt back, Customer Service said they would not send any more replacements and that there was nothing wrong with the furniture because "the technician said so". If you are wonder why I didn't just get my money back, is because I had already purchased the rest of his furniture in his room to match that style and color, plus a twin and full mattress, so could not turn back at this point.

After 2 months of waiting, calls and time lost in trying to get mediocre quality replacements, RTGK Customer Service eventually offered a 10% settlement discount to keep the furniture as it is however, the caveat "BY ACCEPTING THE 10% DISCOUNT FOR THEIR SUB-STANDARD QUALITY FURNITURE, YOU AGREE TO VOID THE REMAINDER OF THE MANUFACTURERS WARRANTY PERIOD (1 year)." This is disgraceful Customer Service and really seems to be the store version of Bait-and-switch tactics. I am still waiting for the agreement that I have to sign before I can get my 10% refund on their second-rate furniture, and thereby accept their junk furniture as-is from this moment on.

PLEASE, take my ordeal as a warning so that you don’t go through the same thing. It is not worth the time or effort. Their furniture is not up to any type of decent specifications and because it is kids furniture they think that they can get away with even lower standards than that. PLEASE go buy your cherished child's furniture anywhere else by at Rooms to Go Kids.

Wendy of Atlanta, GA July 6, 2009

At the beginning of May 2009, we purchased an Ivy League Twin/Full Step Loft w/Desk from Rooms to go Kids value 1,200, not a trivial amount for Kids Furniture! Despite our paying cash upfront for the furniture, it had almost a month wait on it. The associate processing the order bungled the delivery so instead of it being delivered second to last week of May, it got delivered first week of June, and then the real fun began.

The quality of the furniture was appalling. The stain was uneven through all the pieces; there were serious imperfections in the wood with it being damaged in some places; shaved and not even in others (it looked like the piece of wood was bad so they took off the damaged area and left the square plank uneven; there were areas where there was no stain at all!; some parts of the wood had splintered where the bolts went it and was broken to pieces; the draws inside had huge splinters of wood about to break off into a child's fingers if they happened to run it along the top of the drawer; the screws were finished with rubbers in the store to protect the wood when bolted together but when I asked the delivery people where they were, I was told that they were not provided.

I went back to the store to look at the floor sample and it looked NOTHING like what I had in my bedroom at home. Nothing like it! After complaining to Customer Service about the poor delivery, I was told that they would send a technician out to inspect the furniture, who diligently came out a week later and all he did was touch up some of the areas of poor stain, not even all of them, and when I spoke to him, he told me that the quality of the furniture was to manufacturer's specifications and that kids furniture was not made the same as adult furniture? When then did I pay adult prices for the furniture?

So after much complaining, RTGK said they would replace the imperfect items two weeks later after first inspecting it at the factory prior to delivery. The items came and were equally dissatisfactory as the original pieces. After more complaining, RTGK said they would send out another replacement for the furniture a week later, to the same deplorable quality and really not any sort of improvement to the terrible quality already in hand.

When I send the third attempt back, Customer Service said they would not send any more replacements and that there was nothing wrong with the furniture because "the technician said so." If you are wonder why I didn't just get my money back, is because I had already purchased the rest of his furniture in his room to match that style and color, plus a twin and full mattress, so could not turn back at this point.

After 2 months of waiting, calls and time lost in trying to get mediocre quality replacements, RTGK Customer Service eventually offered a 10% settlement discount to keep the furniture as it however, the caveat BY ACCEPTING THE 10% DISCOUNT FOR THEIR SUB-STANDARD QUALITY FURNITURE, YOU AGREE TO VOID THE REMAINDER OF THE MANUFACTURERS WARRANTY PERIOD (1 year). This is disgraceful Customer Service and really seems to be the store version of Bait-and-switch tactics.

I am still waiting for the agreement that I have to sign before I can get my 10% refund on their second-rate furniture, and thereby accept their junk furniture as-is from this moment on.

PLEASE, take my ordeal as a warning so that you don't go through the same thing. It is not worth the time or effort. Their furniture is not up to any type of decent specifications and because it is kids furniture they think that they can get away with even lower standards than that. PLEASE go buy your cherished child's furniture anywhere else by at Rooms to Go Kids.

rosa of missouri city, TX July 2, 2009

I bought two beds one the baseball full bed and the princess bed, both of the bed are broken. They were not even a 1 year old. they were under warranty and I also bought an extra one because the sales ladies told me that this bed could break. I called Room to go to came in fix my bed and they sent a thenicial that look that he was in high school. they said that this beds were break by customer and they will not be able to fix it. I called room to go very upset and they told me that it is nothing they can do. the customer services was very bad, the supervisor even worth. I can not believe that they furtinure can brake so easy. we did not brake these beds. I bought a bed 5 years ago from another place and my bed still new , good material but the materila from room to go is very bad. Do not ever buy something from room to go you will loses your money the good cuastomer service is only when you pay, after you pay no custemer service.

Michael of Tampa, FL June 25, 2009

I purchased a sectional couch in August of 2008. Recently, I tried to move the sectional, which was on a tile floor and had wool pads on the feet. I put both hands on the arm area, with the intention of just slightly moving the couch to straighten it out. My right hand caved through the seem at the corner of the couch behind the cushion with very little effort. Behind the torn seem was a cavity, no stuffing, no brace of any sort. Clearly a very poor quality issue.

So I called the 800 number to find out if I could get someone over to fix it, since I paid 1,200+ for this piece of crap. The rude lady simply said it was damage from customer and not a defect issue. There was nothing they could do about it. Unbelievable!

I have very little recourse other than posting this information in the hopes that someone will google "Rooms to Go complaints" before considering purchasing anything from this company and find all these complaints.

Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.

Share		Follow us on Twitter.

Back to the top |

Terms of Use Your use of this site constitutes acceptance of the Terms of Use

Advertisements on this site are placed and controlled by outside advertising networks. ConsumerAffairs.com does not evaluate or endorse the products and services advertised. See the FAQ for more information.

Company Response Welcome If complaints about your company appear on our site, we welcome your response. Please see the Response Form for more information.

For more information, see the FAQ and privacy policy. The information on this Web site is general in nature and is not intended as a substitute for competent legal advice.  ConsumerAffairs.com Inc. makes no representation as to the accuracy of the information herein provided and assumes no liability for any damages or loss arising from the use thereof. 

Copyright © 2003-2009 ConsumerAffairs.com Inc.  All Rights Reserved.    The contents of this site may not be republished, reprinted, rewritten or recirculated without written permission.