Complain about a product or service

Rooms to Go

Quality Problems

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

Kimberly of Richmond, TX June 25, 2009

We bought a bunk bed from Rooms to Go in May, 2008. It had a one year warranty. The salesman said if it was damaged, even from kids, they would replace or repair the beds. By May, 2009, the paint and wood was chipping and in bad repair.

I called before the 1 year warranty expired, and they sent two technicians out to look at the beds. I showed them all the spots around the bed. The ladder was the worst. The paint was all chipped off, and the wood was rotting. I told the men that my children hardly climb on the top bunk since both sleep together on the bottom bed. Besides the ladder, the side rails were also chipping with the wood showing through and dented in many places. The men agreed that the bed was in need of repair. The main guy said they could replace the ladder. He didn't know about the railings, but he said he would write his report and someone would call.

A couple of days later, someone called and told my husband there was nothing to be done. They said it was normal wear and tear. It seems like that is there standard line looking at all the other complaints. My husband argued with them to no avail. How can paint and wood chipping from all over the bed be normal wear and tear?!

NIKITA of GRAND PRAIRIE, TX June 22, 2009

I purchased a sofa on March 14,2009 from rooms to go in Arlington,Tx. I notice that the cushion and pillows had a wide space in between. I called the customer service dept who sent out there techs to evaluate the problem. The techs flip over the sofa cut the bottom, the spring was broken alone with the frame. The techs decide upon their selves that they could repair the sofa.

After they finish I notice that the pillow and cushions still had a wide space in between. The service techs wanted me to give it some time to settle. One week later the sofa caved in the spring tore the bottom and the wood broke apart. I called and spoke with a manager who gave me another appt date with the techs. There techs did a horrible job and knew from the start that the sofa could not be repaired.

Victoria of Coral Gables, FL June 18, 2009

I bought over 3500 worth of furniture and was sold a scratched, 4-panel Art Deco room divider with the paint chipped off in at least 6 different places without being told it was AS-IS and without being told it was a FLOOR SAMPLE.

Immediately the next day (less than 24 hours) from having possession of the divider I called the salesperson and told him "hey this is in terrible condition" to which I was told what do you want to do: return it or replace it. I liked it so I said "replace it." The salesperson Robert then said to me "I guess we should have looked at it." No kidding when I went to pick it up I got told by Robert that I didn't need to follow him to go and get it that I should wait outside by my car. As a result, I never saw this piece of shit screen. Robert tells me he would call the manufacturer on Monday and call you back.

I'm still waiting for the magical call so I call today and am told by the afternoon manager that wouldn't get on the phone with me that all sales are final and that I can't get a refund or an exchange. I call the 1-800 customer service line which is a joke. These agents are not into providing any kind of service they just said "we can't do anything for you."

To all DO NOT SHOP AT ROOMS TO GO AT DADELAND. The burden is on you because salespersons will mislead you for the sake of a sale. Will I shop there again...NO. Will I recommend them to anyone...NO. I never had problems when shopping at American Signature, Ashley Furniture or even IKEA.

jordan of loxahatchee, FL June 17, 2009

i bought a sectional a a dinning room table they delivered the sectional with a bg slice in it they exchanged the peice with the slice but the new one was about 5 shades different and said they dont carry that product any more so they couldnt return it and gave me a 10% discount (big Deal) Now the table is falling apart the cheep mica thats on it is pealing away on the sides of the chairs and on the top the mica is bubbling up from the sweat of a cup (WOW who would have thought that you cant put a cup on a dinning room set)after having one tech come out he said that it was customer wear so i complained and had anothe tech come out he said to my face that it was definetly not customer wear and he would scedual for a replacement about 2 weeks went by and n o phone call so i called them. They said that the 2 tech said it was customer wear also so i sent pictures to the main office and didnt get a call back again after about 10 days i called again same story. i am feed up and will never shop there again.I hope nobody ever does.

Doris of Miami, FL June 12, 2009

I purchased a Sectional Sofa from Rooms To Go Dadeland (Kendall)Store in Miami,Florida. I paid off my long awaited sofa with my hard earned money, when the sofa was delivered it turned out to be a different quality and very poor quality, the pillows stuffing kept coming out, when we sat on the sofa, my feet barely reached the floor, it was hard as a rock, DEFINITELY NOT the one I selected in the showroom.

I reported this to the store Manager (Jorge S) and he said he would schedule a Tech to come and inspect it, and he did 2 weeks later, by the way, the service we have received is poor and they are very rude AFTER they received over 1,000 from me! After many phone calls to the "corporate office" spoke to a Carmen, spoke to a Cinthya, they make it almost impossible to get anything resolved so that customers change their mind and just keep a lousy, poor quality and not what we paid furniture, NOT RIGHT!

I am so upset and furious with this sofa, and now after waiting for such a long time for this "Tech" to supposedly inspect it, he wrote a report indicating that he "fixed" and put back the stuffing of each pillow and he didn't feel it was too hard, WHAT A JOKE!! So he thinks customers will be satisfied with the "Tech report" ABSOLUTELY NOT! I refuse to keep such a piece of garbage, and another promise, I WILL NEVER PURCHASE ANOTHER PIECE OF FURNITURE FROM ROOMS TO GO!!

Karen of Austin, TX May 25, 2009

I brought a living room sofa, chair and ottoman, coffee table and 2 end tables. These are not the item which I seen on the showroom floor in Rooms to Go. The pillows sat perfectly on the sofa on the showroom floor and my feet could reach the floor. The furniture I received is of poor quality. The pillows for the back have never sat right since I purchased this furniture. The seat cushion goes down when you sit and you could feel the springs in the sofa. I called customer service and they sent a repairman to look at he furniture. The repairman only added a then foam and batting.

Now one of the cushions will not stay in the sofa I have to constantly lift the pillows and put it back in the sofa. The pillow back are so far back that I had to buy throw pillows to put in the soft so that my feet could reach the floor and for my back to rest comfortably in the sofa. The tables are not wood it more its must be veneer. When I have to lift the glass to clean underneath and replace the glass the veneer coating is scratching and removing the wood look. I'm currently still paying for poor quality furniture. I brought this furniture in 2007 and it has been the worst purchase of my life.

The salesperson told me that the delivery person would put together all the tables when they made the delivery that was a lie. Speaking to a manager at the store did help resolve this poor quality furniture purchase. The return policy stinks it has to be return within 48 hours who knew. I purchase living room furniture before and the furniture could be returned within 30 days of the purchase.

Jack of Sunrise, FL May 19, 2009

We purchase table set last May. It was delivered in late August. The surface of the table started peeling off and the table was wobbly. So we called for service. The Tech used a marker to paint in the peeled off texture. He tighten the bolts on the table. The surface start to bubble and peel even more and the table became wobbly again. The threads from the leather chair started to pull a part.

We called for service and the tech showed up and left fast saying he was recommending replacement of the set. Then we were called by the service department saying all the damage was normal wear. I had to send them photos of the damage. After many discussions that seemed one sided they agreed to replace the chair. The service department supervisors accept no reposiblity for the decisions that were made nor could they put me in touch with the person who could change the out come.

The table was so wobbly I had to try to tighten the bolts my self and that is when I saw the mess the service tech made. I looks like they had spare parts left when they did the install. They stripped the sockets the bolts screw in to. They use a bond or blue to hold it together which ran down the table leg. Then they ran a large screw into it to hold it together. They have not do a single thing right since this set was ordered.

Roslyn of Marathon, FL May 14, 2009

In August of 2009 I purchased a living room set, couch, loveseat, chair, ottoman, coffee table, 2-end tables, 1-tall couch table, 2 lamps. The quality is poor and the couch/loveseat cushions do not fit and the material is rippled, couch pillows filling is inadequate-does not fill the pillow cover, the tables finish was chipped, one drawer would not open since the slide and pull were disconnected, and drawer when pushed in drooped and could not be opened unless I put my hand under the table and held the drawer up, one of the joints on the ottoman does not match up. All in all the quality is not what I expected for a 5,000.00 purchase price. The salesgirl also told me it was "Wood"-well its press board--quality and construction is poor. The cushions do not fit properly on the couch or the loveseat and the set appears to be "years old" rather than months. When sitting on the couch it feels slanted as though one would slide out of the seat - very uncomfortable- I returned to the store shortly after purchase and told the manager of all the problems--I told him that the display couch was comfortable - this one I received was not--he said it was softer because so many people had sat on it! I said he should take it back-his only solution was that if he took it back he would have to sell it as used furniture--he told to pick something else--I did not want somethint else-then I called or wrote an e-mail and they finally had a rep. come in to look at the furniture-he came in with a brown marked and touched up the area of the tables that were chipping off-he put a staple in the drawerand looked at the cushions-he ran his hand over them and said it was normal but he would let them know the cushions did not fit either the couch or the loveseat--to date I have heard nothing from anyone. Can you help--I now am in debt for 5,000 and my furniture looks like its 50 years old!

Francisco of Houston, TX May 6, 2009

I have recently bought a bedroom set from the Bay Area Rooms To Go furniture store; I got it delivered on 05/01/09. This particular bedroom set looked so beautiful on the show room floor it's made of "Bi-cast leather", of course my wife and I didn't know it was not leather because it looked so good and if felt like real leather when touching it too and the salesman said it was top quality leather!!! Then I had an incident with the headboard 3 tiny drops of paint fell on it while touching up the crown molding in our master bedroom, when I noticed the paint was dry and I rubbed some olive oil with a kitchen sponge as I was told this would take the paint out of any leather surface to my surprise the finish came off, but not the paint.

we were upset and I told my wife we'll buy the headboard to replace it. I was looking it up in the Rooms to Go site and it described the material as "Bi-Cast Leather" I had never heard of this term before, so I researched on the internet and to our surprise we found out it's actually SYNTHETIC MATERIAL! with a layer of leather and of course sold as real leather. I immediately called the Rooms To Go costumer service line and they referred me to go to the store where I purchased the bedroom set and once there we talked to Tracy the Manager and he listened to our complaint and then told us he would have to make a call when he came back he said the area manager had told him that the bed is actually 100% LEATHER! and there was nothing he could do and he actually told us "have a nice day". How's that for excellent customer service? DO NOT BUY FURNITURE FROM THIS STORE! If I just knew then what I know now...

Carrie of Myrtle Beach, SC May 4, 2009

Be very careful when purchasing. We just purchased a microfiber living room set in a beautiful shade of burgandy from Rooms To Go. It was delivered within a week, sounds too good to be true, right? After receiving the set on a Saturday by Sunday (yes, the next day) our clothing had turned a nice shade of pink. We took our clothes to the store and spoke with management. They of course had never heard of anything like this happening before and couldn't do anything for us (why have management there then?) since it was Sunday and we would get better results if we called customer service Monday morning at 8. So, I called. They would send us out a new set as they have only heard of that happening one other time. So, delivery on Saturday again (yes, another Saturday held hostage by RTG).

This set was delivered with a huge scratch across one of the cushions (don't you think they would check something like that before delivery?) and come Sunday, we have pink clothes again. I called customer service again this morning to report our "pink" problem and there response was, well on that set you have to take damp clothes and wipe the furniture down until all of the dye stops bleeding out. This has to be done with this set (funny how when asked before, they had never heard of this happening before and now it's typical of this set). I asked how long will this take, their response...well until you don't see any pink anymore. My advice, be very careful before buying anything from them since they all have different stories.

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