Consumer Complaints and Reviews
One thing that people may not know is that Rooms to Go does not employ a single delivery driver. All drivers are sub contractors employed by various shady groups who will do anything to stretch the money given to them by Rooms to Go. Sure supposedly they are legal and have background checks but that's basically the subcontractors word that they are doing that. And you can tell. I didn't mean to buy a whole living room suit but I did. Found something I really liked and got a couch, entertainment center, rug, end table, coffee table, and lamps. Was scheduled for delivery the following Saturday.
When the drivers got there they started unloading. One spoke decent English, the other not a word. They came in and started dropping stuff. I asked them to put the couch in one place and they said ok. I have a dog and these numb skulls started piling pillows on top of the kennel. Everything was going ok until they slammed the couch into the door frame, cracking the molding. I was ok with this. Stuff happens. They continued to bring stuff in. Put the rug in and I realized it was the wrong one. Way the wrong one. Sent it back. They kept trying to bring it back in.
Started checking out the furniture and realized one of the legs was bent badly. Asked him to flip it over. He grumbled but did. Turns out the leg was badly bent and these guys didn't even screw the other legs all the way in. I said I couldn't take broken furniture back. They told me NO!!! That I could call customer service and they would sort it out. At this point I was getting steamed. I do some woodworking as a hobby and let me tell you once you flipped this furniture over it was super cheap. Like American Signature Furniture cheap. And it wasn't a cheap couch. Sectional for 2200 dollars.
They started to pack up and go and I asked about the coffee tables. They didn't have them and had no idea about them. At this point I just wanted them to leave. Go out the the porch and saw all the trash, wrap and foam they left in my grass. Asked them to clean it up. This is when they started to complain about me in Spanish, not knowing I spoke Spanish. When I turned around I noticed they had put the furniture through my screen door. When I asked them wth, they tried to say it was like that. I put my dog out there everyday. Pretty sure he would have run away. I tried again to get them to take the furniture back, they refused. I told them to leave. They started giving me a sob story about how Rooms to Go overcharges them for any damage to a property and they had kids to feed.
Really high pressure. They wanted to go to Home Depot and get the stuff to fix the door. I said ok to get them to leave and they promptly remove the door supports, cracking it and tore the screen off. Soon as they were gone I called customer service and told them what happened. They were apologetic and said they would get in touch with the driver and tell them not to come back. Imagine my surprise when they came back. Turns out Rooms to Go has no idea how to get in touch with their drivers. They call dispatch (sub contractor). Told the guys to leave again. They sat blocking driveway in the street for 20 minutes. Finally left.
Be nice if it ended here. Called customer service to get the furniture picked up. They scheduled for following Friday because they had no SAT/SUN for like three weeks. So I took a day off from work. Were supposed to call and give me a window. They didn't do that for the delivery and guess what? I had to call them again only to find out that since it was an "add-on" whatever that means they could not give me a window at all. Fine. I took the whole day off. So here I am sitting at 5:30 pm writing this review. Finally got in touch with them and they have one more house to do then they would be here. Hopefully they don't break anything on the way out. Don't buy Rooms to Go. Whatever you do!
Purchased a King size mattress in 2015. Within three months it had very deep indentations in it that made it very uncomfortable to sleep on. (FYI - My wife and I both weigh under 200 lbs so it's not like it should have been severely stressed). We called about the warranty and they sent out a rep, who measured and said that only one side had an indentation deep enough to return, however the other did not. So basically - the product was only half failing? Regardless he would not tell us yes or no but we waited a few weeks and finally we called to ask what the status was and only then did they say we could not return the product.
Another year goes by and we went into store to evaluate another piece of furniture. Speaking with the associate Doris, who was wonderful and the only ray of light in this experience, we conveyed our reservations about shopping there due to our experience with the mattress and the way it was handled. She encouraged us to try with the warranty again saying it should be good for 10 years. We called and set up an appointment which was going to take 2 weeks. They could not give us a time right away. The day before they gave us a 4 hour window of 10-2 and I asked for an hour call ahead. The rep called at 8 and said he was close and would be visiting in about an hour. My wife stayed behind making her late to work only to find out that actually he was coming at 10. According to him, he can come within any time period that was given as, and I quote "The four hour window is for [his] convenience, not [mine]."
When I complained to customer service they said they would move it later in the day, but the rep refused stating that customer service does not control his schedule. To add insult to injury, after I had already stated we couldn't be there at the time specified since he called again to say he was going to my house. Then when I told him we could not be there at that time he said the appointment was cancelled and could not return at a later time. Then he complained that was the problem with customers, they always wanted a call ahead and to know an exact time. - IMHO - if a customer is already dealing with a product failure then yes, shouldn't the company be willing to go a little extra above and beyond to at least make it appear like it matters to them and those they employ to address it?
We called to schedule another appointment only to find out, it will be another 2 weeks before they can come out again. When my wife spoke to customer service they said the return would be difficult anyways and that we should have tried to "push it through" the year we bought it. I'm pretty sure that's what we tried to do the first time we called literally 3 months after we bought the mattress.
I honestly have no contention with the show-rooms themselves, however this experience has basically taught me that they must have so many failures to have such a long wait time between service visits. Secondly, the warranty is worthless as they can basically decline to honor it, even when literally half of that product is admittedly defective. I am opting not to continue with my warranty claim, as they will just be sending the same obnoxious representative who will very likely have the same conclusion - it's only half broken. However neither I nor any of my family will be shopping at a RTG again.
I bought a nice bed for my 9 years old son in June. In September I found out that the headboard has 3 cracks on it. Though it is not acceptable for such an expensive piece of furniture, I realize that this may happen. I chatted with one of Rooms to Go CS reps. He definitely was not the most polite gentleman. It definitely felt like it was a bother for him to deal with me. He asked me to describe the cracks. I offered to e-mail the pictures instead (as you know, a picture is worth a 1000 words!). He said that he needed a verbal description from me, not just the pictures. After going back and forth, he scheduled a service appointment for Saturday 10/15 (4 weeks from my chat). I was advised that I would receive a phone call on Friday with a 4 hour window. I never got that call.
So, Saturday 10/15 comes, and I am calling CS myself to get that window. I have 2 kids and a very busy schedule (like all of us), so I can't just spend an entire Saturday waiting for the service person tho come. Upon my call I find out that the appointment was never set up. Lisa, the CS rep I spoke with said they could squeeze me in, but without a "time frame" since it's "the same day appointment" I feel that it's a "4 weeks appointment" rather than a "same day". Anyway. What can we do? We are just customers.
The service person came. He looked at the cracks and said "Yeah, the delivery crew mentioned that they had some difficulties installing this." This comment made me mad. So, they KNEW that something wasn't right, yet they didn't say anything and left??? For me to find the cracks 3 months later? Not 3 years, 3 months!!! The service guy took pictures and left, saying RTG would contact me. Here, please help me understand: 4 weeks prior to that I offered pictures, but was rudely told that nobody needed them. And the appointment consisted of taking pictures and lasted less than 10 minutes. Why did I have to wait for 4 weeks again???
3 days later I am being contacted by RTG only to be told that it's not a manufacturer's defect, and I would have to pay for replacement. To say I am mad is to say nothing. The bed was over $1000, was 3 months old and had cracks from a 9 year old boy sleeping on it. You are telling me to pay for a replacement??? Even after your service guy surely accidentally confirmed that the delivery and installation didn't go as smooth as expected?
I expressed my dissatisfaction, and was told that they would cover the cost as a one time courtesy. It sounded like it's still your fault, but ok. I felt spoken down to and definitely non-appreciated as a customer. I no longer wish to deal with RTG. For 10 years I was loyal, but this is my time to go. There are too many companies on the market that I am sure will value me as a customer more. After I have my bed replaced (which hopefully will happen soon) I am looking for another partner for my furniture needs.
I've been a customer of Rooms To Go for 10 years, buying several pieces and sets from them. I bought a living room set from them and was we bought the fabric protection because of the color of the set. We were told by the sales representative, if we spilled a glass of red wine, we tried to clean it and it doesn't come out, Rooms to Go would come out try to clean it and if they cannot, they would replace the set. Well, a glass of juice spilled on it, we followed the procedure and we're told by customer service that we had to pay a professional service and then maybe they would replace it. NOT WHAT WAS SOLD BY THE SALES REPRESENTATIVE. When I pointed this out I was told to read the fine print, which by the way is given after the purchase. After attempting to resolve this nicely, I'm done. Please be careful when buying from Rooms to Go at the Florida Mall. We will take our business elsewhere.
I came to Rooms to Go to purchase 2 end tables and a coffee table. After shopping around the store, my wife and I decided to purchase a sofa table and power recliner as well. Our sales rep was Serg I believe. Everything was fine and it was a pleasant experience. I ask about delivery and explained to Serg that I want everything delivered because I hated carrying stuff up the steps of our home and putting it together. He assured me that it would all be taken care of. We received our order and everything was set up and we were happy. One item was missing (sofa table) and we were told that it was on backorder and that it would be delivered to us as soon as it came in. We were fine with that.
The item came in and we scheduled the second delivery for Wednesday October 19th from 9am - 11am. Still everything ok. I receive a phone call at 6:58 am on the 19th. Yes that is correct 6:58 am with the delivery driver stating that he had numerous cancellations and he was at our front door. I told him that we were still in bed but we would get dressed and be right down. My wife went to the door and he gave her a large box. The table was not put together! I called the driver and he told me that it wasn't his job to put it together. I explained to him that my sales associate told me that it would, he said they'll tell you anything to get their commission. In his defense, he did offer to stop by later and put it together for me. I told him that it would not be necessary, but I was upset about him calling at 6:58 am. He said that it was company policy to call the next customer in line. I said, "I understand but you called me from my front door."
I called the store to let them know about the situation, the lady I spoke to made it seem like it was no big deal. I hung up and called customer support for Rooms to Go the lady on the phone, after I explained everything to her she said that they couldn't do anything for me. I told her that I wasn't looking for anything and that I would think that a company would like to know about such things in order to improve. She said that she would note it. Not once during the entire process did anyone apologize.
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Very few companies respond to reviews; however, RTG did so in a very timely manner. This denotes a company that cares! I will patronize RTG as my destination for further purchases. Thank you!
Needing a new bed for one of my children, I visited the Rooms-To-Go on Harbison Blvd. in Columbia SC. A salesman greeted me in the bedding section. He was trying to sell me a canopy bed, which I did not want. And, he tried to sell me two mattress protectors. Upon asking why two, he said I would need two so the bed could be protected while I washed the other one. Huh?
I must say I am very unsatisfied with the service I have been provided from Rooms to Go. From the initial purchase to the delivery, it has been a headache. I would first like to start off by saying your policy on delivery is a huge disappointment. I did not want to purchase an entire bedroom set from you guys, rather a few pieces from the same room and the delivery dates were scattered. My bed, two end tables, and lamps were delivered in September, but my tv stand could not be delivered until November. However, if I purchased the tv stand in the packaged deal then it could all be delivered in September. This is not a good business practice and will not assure returning customers.
Although I was greeted by many employees, it took over two hours for my order to be completed. No one could find the original gentleman who was helping me. Once he was found, he told me to wait for another 5 minutes as he had to deal with another customer; let it be known I did not wait 5 minutes, I waited 35. Once I finally got my order in, I reviewed my receipt, and what did I find, the gentleman had forgotten one of the end tables on my order. He was not technically inclined on how to use the system so he had to ask for help from someone else. The delivery man sounded like he was on narcotics, and was not even sure what furniture I had ordered. He wanted my brother to sign for furniture before all the furniture was taken out of the truck.
Lastly, my box spring was damaged. Your customer service representative was nice enough to send another one out for replacement and was very courteous over the phone. However, with the 2nd delivery, my expected time frame went 2 hours past the time frame that was given to me. I only gave this a 1 star because the is the required minimum. I will not be shopping here again. With furniture costing over $3,000, I expected better service.
I bought 2 lamps off the floor. When I put a light bulb in them (both) one time it worked another it didn't. I called the store they said talk to customer service. Customer service said, "We can't do anything. Talk to store." This happened 4 times. Then everyone says they can't do anything about them. Bad customer service. Will not be shopping there anymore. Too many other furniture stores!!!
I will NEVER purchase anything else from Rooms to Go! Very unprofessional staff. I purchased a dining room table and chairs online and 2 days prior to delivery (after waiting 2 weeks), I received a text stating my 4 hr delivery window time. I contacted customer service to request a call from the driver prior to delivering to ensure that someone would be in the home to receive the furniture. After being transferred to 2 separate departments and speaking to 3 different reps, I was informed that they could change the delivery date, which would be 2 more weeks from today otherwise, "we can't guarantee a call. If no one is at the residence at the time of delivery, the driver will be instructed to wait 15 mins and after that he will leave".
WHAT'S SO DIFFICULT ABOUT A PHONE CALL! Is this an absurd request?? I can assure Rooms to Go that this is the very last time I will be subjected to such unprofessional behavior as I will not be ordering anything else again!
In the last week, Spent over ten thousand dollars, bed frame missing brackets, they sent me the wrong hardware twice... my console is cracked, a dresser that is chipped to the wood, my split adjustable base was never even delivered. A week later that my bed base is delivered they can't sync it and tell me he will not get home in time if he stays any longer and tells me to contact the manufacturer to figure out how to sync it. I paid for delivery and set up!!!
The third time two weeks later they come out to exchange the damaged furniture the replacements... two separate pieces of furniture are both damaged worse than the ones I have and the delivery driver refused to put my daughters bed together!! Are you kidding me!! I waited weeks for this to be corrected!! My daughters on the floor!! They tell me they thought I was going to put it together!! So I paid for set up and they want me to set it up! Unreal. I am still waiting for my bed to be fixed my child bed to be installed and replacement furniture. My daughter complains every night about her back due to her bed on the floor. What a rip off! They advertise delivery in a week, took me a month and still waiting!
Stay away from this company guys. They will try to catch you with their finance plan with 60 months no interest strategy but won't provide the service they commit or care to... I bought $2500 worth of living room furniture from them on labor day. They couldn't deliver to me until 2 weeks later which I understand cause of busy time. When they finally arrived to my house. They just dropped off the wrong furniture which I didn't ordered. They told me they can't refund my money but instead won't able to deliver the correct one for another month. WTF is wrong with that?
A damn month for something I paid so much money. Folk I'm telling you. They will try to flash you with the long term finance plan, but you really need to care about your investment in the long term. It will frustrate you. That is a guarantee. No refund or return... You better off buy somewhere out. I can 100% tell you that... Rooms To Go is not the first time got so many complaints. LET THIS COMPANY DISSOLVED OR WIPE OUT...
Infuriated with the customer service, or lack thereof, I have received from both my local Rooms to Go store in Chattanooga, TN as well as the 800 number customer service department. I purchased a sectional sofa back in June. On delivery, both the sofa as well as my home received damage due to the fact the delivery guys refused to take the legs off the sofa, dropped it twice outside, shoved it through my door, then the foyer into the living room where while they were attempting to turn it around the right way, dropped it again, where it scratched and dug into the floor and then scooted it across the floor where the support legs additionally scratched our hardwood. We have damage to our glass storm door, door facing, latch, walls, etc.
I have been to our local store and spoken with manager, Cindy, 4 times. She is actually the one who just went ahead and put in an order for a whole new side of the sofa after I explained to her that the leg was sitting at a complete diagonal and gouging into our floor. When I initially reported the damage to the sofa, I was told I would be sent replacement legs within 2 weeks, when I received them I was to call to schedule for someone to come out and do the repairs, but that until they were repaired, we should NOT SIT ON THE SOFA. Are you kidding me??? I was not pleased with this resolution but was told nothing further could be done. That was when I went to the Chattanooga store and spoke with Cindy who, in turn, ordered the replacement. I also advised her of the damage to the house and she said I should expect to hear from them within 30 days.
Since the first visit, I have returned 3 more times. She assured me that everything was fine, that property damage claims sometimes take longer, that there was nothing she could do, and I should just keep calling. She additionally told me that according to notes, they had tried multiple times to call me and left multiple messages for me on both numbers I had provided, which is not true. Number 1 -- I don't have voicemail on my cell phone, it was never set up and I did not have any missed calls either. Number 2 -- My work number is MY WORK NUMBER. It is not a generic line. It rings straight to my desk and has my own personal voicemail set up on it. I never had a message from anyone. It is important to note that at one point I had two (2) direct lines, both set up with personal voicemail.
When this changed, I immediately let you all know to update that my ONLY WORK CONTACT number was the one ending in ** and I was assured this was taken care of. On subsequent visits to Cindy as well as phone calls to customer service I had to keep 'updating' it because it 'still isn't showing the updated number'. Yesterday I was told that the old number was still the one on file and the man I spoke with said it had never been updated, only indicated multiple times in the notes, which was why they continued to call the incorrect number. He also informed me that my case had been closed because I was not responding to emails, which I never got, or messages, which were never left. Then he tried to tell me they had left multiple messages for me on the number you have on file that ends with **, which, again, is not possible because there is no voicemail set up on that number, there never has been.
I asked that he check with whatever department and relay all of our conversation to them and he said he would and told me he would call me back. Well, that phone call never came either. No call, no message. So today, I did the 'LIVE CHAT' on your website and ended up with a lady named Natalia/Natalie, depending on which portion of the transcript you look at, who found my order and again confirmed it had been closed. I told her the exact same things I have relayed here and she said she would 'forward to the claims department as they are different'. I confirmed my phone number with her and she ended the conversation. I would not IGNORE phone messages or emails or phone calls when I have damage to my home.
I have been in contact with both customer service as well as my local store on numerous occasions, was the one who reported the claim initially, and have taken the pictures as I was advised to do by Cindy as I waited on correspondence from the claims department. This has been an awful experience. I need the damage done to my home repaired, I have been more than patient and am absolutely sick of being lied to and given the run around. This needs to be handled immediately.
I purchased a leather living room set, when it was delivered the sofa had a cut of about 24 inches, both edges were scrapped and bottom corner was chipped. The love sear the edges were scrapped. The delivery man was forcing me to keep the furniture I rejected and forced them to put it back in their truck. I called Customer Service and this lady was treating me like if I was the one that damaged the furniture asking a bunch of irrelevant questions.
Finally she finally understood that the delivery was refused. A replacement order was set up 2 1/2 weeks later. The day the furniture arrived I watched the delivery crew unload the furniture very poorly dragging on the pavement I brought it to his attention and he said was wrapped, when they brought it in an unwrapped the furniture both pieces were damaged, edges were scrapped and bottom were crushed.
Called the salesman and he still has not returned my phone call. Replacement delivery was again set up and I was assured that this wouldn't happen again. Three days before the date and time was confirmed, I took off from work to receive the furniture and in the morning I received a call the truck broke down, delivery would not arrive till noon.
An hour later I received another call to let me know that the truck was loaded backwards and the delivery was due between 3:00 and 7:00 pm. When the truck arrived when the guys were unloading the furniture was handled. Very poorly dragged on the pavement did not even use a dollie. When they unwrapped the furniture it seemed that the two same pieces from the last delivery were brought back. Called Customer Service and I was told that I would be able to receive this furniture until mid December that is three months from now that is a total of 4 months? I asked to speak to a supervisor who rudely told to take it or leave it or go the store and choose something else and pay the difference since the "sale event" was no longer available. This is a very frustrating purchase, handled very poorly by your customer service through the delivery crew.
This company has no ethic. When I bought a set of power recliner sofa, I was pushing for a 3 years leather warranty for $180 (3 pieces) and was informed that the manufacturer warranty is 90 days only. After I received the sofa set 2 months later (bought on 3 July and received on 6 Sep'16), I received a call from Rooms to Go to sell me another warranty, which is provided by manufacturer for additional 2 years covering everything (electrical parts, frames, leathers) for $375. They do have 1-year manufacturer warranty! And the leather coverage is duplicated to the warranty I bought in store.
As a customer, I should be well informed for the warranty options, so I can make rational decision for warranty purchase. In my case, it is obviously that Rooms to Go had misled me by giving wrong information or hiding information, in order to sell me both warranties. Its staff said it is its policy to do so. I think that it's a technique to cheat! No more support for such unethical company!
After picking up my furniture, when open the next day, realized it is damage/broken. Call the next day (three days after receiving the furniture), they say they can fix it. I said "I paid for NEW furniture." When calling the store they said I had to speak to customer service over the phone and offered no help. I said "I did not buy the furniture on the phone or even online. It was person to person, so I want a person to help me." They finally offer to replace it. I agree to wait a month to get it, and on the day before delivery they tell me I have to miss work in order to receive my furniture or wait another month.
Again call the store and no help at all. After all, I am so sick of it that I want to just return the furniture and never hear about it, but turns out they will not return your money. At the end, if you buy from Rooms to Go, you better triple check the furniture. Because, although it is supposed to be new, it is likely that it will be damage or broken and you are stuck with it forever!
I bought a power recliner from Rooms to Go. When delivered it did not work. Their policy is to leave it in your home and pick it up later. What!!! It's been in my living for a week. They're coming tomorrow. Will not credit my charge til the return a is final. Why am I storing their broken product in my house for them for a whole week? Sorry, this policy is absurd. I don't need to do business with a company that makes the customer pay for their poor product testing and ridiculous policy. Went to City Furniture - all is well.
This is the second weekend wasted because my replacement mattress which is under warranty was not delivered. Last Saturday the mattress wasn't checked before leaving the warehouse and I was delivered a king. My bed is a queen. Called the following Monday to fuss and was set up for today, the 18th of September between 4 pm and 8 pm. Needless to say, didn't receive a courtesy call or anything letting me know the deal. In the end nobody showed up so now I'LL have to go into week three of waiting for the replacement. I DO NOT RECOMMEND DOING BUSINESS WITH ROOMS TO GO OF WHOSE NAME SHOULD BE "** OUR BUSINESS". I recommend going to denver mattress, the roomstore, or anybody else out there.
My wife and I spent a lot of time going from store to store looking for the right sectional. When we finally decided to buy the Cindy Crawford sectional (09/06/16) and were told by the salesman that if we were unhappy with the sectional we had 14 days to return it. After the sectional was delivered it just looked different in the house than on the storeroom floor. We called about returning it and we're told by customer service that they have a no return policy once delivered. Do not trust the salesmen at RTG. They lie to get you to buy!
Salesperson was very courteous. I wanted to buy Sofa and Chaise, but he convinced me to buy the Ottoman. After the sale before the delivery I was never able to reach him to check on the order. After the delivery I found the Ottoman was too big and made it impossible to walk around the living room. I called to return it or exchange it for a smaller Ottoman or center table. They refused either and the lady that answered was very arrogant. I am stuck with a big ** size Ottoman that I cannot use or exchange, worst of it is I don't even have a place to put it my house. The lady told me they don't have return or exchange once delivered. I am through with Rooms to Go. Be careful. Don't fall for the trick of their sales (con) associates. If you have no plan or measurement of furniture don't buy it on the spot, you will live to regret it.
I set out to buy a leather sofa and loveseat for my living room. I use this furniture on a daily basis, which is what I believe it should be use for not just something pretty to look at. I bought this set in October 2012 and not long after having it the zippers started coming unzipped from the back. So I called and they came out and said I was sitting wrong on the sofa. LOL. So now I am dealing with the leather fading, the seat cushions looking droopy and turning sideways. I called Rooms to Go and found out there is no warranty on anything except the leather peeling and cracking for the next two years. So I did a little research to see where this sofa was manufactured.
This is what I found: Superb Creation Furniture (Shenzhen) Co., Ltd, Lei Gong Shan Industrial Zone, Kwai Chong town, Kui Chong Sub-District, Shenzhen, GuangDong, China (Postal Code: 518119). So beware, if you buy from Rooms to Go be sure and check on the item you are purchasing, BEFORE YOU BUY, to see where it is made and the reviews on that item. This item is the worst product I have ever purchased. Does not hold up even a year and it was not cheap.
On July 4, 2014 my husband and I purchased a sofa, armless loveseat, and chaise lounge from Rooms to Go. By November of 2014, we had to have the cushions restuffed because they were so broken down. In December, we continued to have problems and emailed to no response. We have been in contact numerous times and just never hear back.
Today, I talked to a "Customer Service Representative" - Ebony, who said that although we bought the extended warranty, our sofa cushions being impossible to sit on because they are so broken down, is no longer the RTG responsibility, although the issue started in less than 4 months from purchase. We are merely asking for another refill of the cushions, Ebony said we would have to pay $55-$65 per cushion for restuffing. Why? It is a manufacturer's defect? We don't want new furniture. We merely want our furniture refilled so we can sit on it. I have asked for a call from the company since December 18, 2014. Almost 2 years have passed, and no one will call or address my concerns. We really thought that RTG was a reputable company, and are disappointed at not only the quality (or lack of quality) of the furniture, but also at the way we have been treated and ignored.
I have always loved Rooms TO Go furniture, but I am quite unhappy with the business. I ordered quite a large amount of furniture to be delivered 2 weeks ago and a piece was severely damaged, there was a yellow stain on my white dresser, and the sectional would not piece together. I was told the parts would be replaced and a technician would come to fix the sectional. I called today to check on the dates and was told they would not have done any of that unless I called them. I clarified that I had to call when my thousands of dollars of furniture was damaged to report it to have it replaced. What a terrible policy! I may never order again.
Never again will I purchase anything from them. My sales person was the BEST. Even the person that sold me a rug the next (as she was off) was good. Man after that it all went to HELL. I called the store with some concerns and was told I could not talk to the manager. Her was in a meeting. Ok BUT I called about 6 more times and never got to talk to him or them. Sad. Was looking at doing my bedroom BUT not from the chain. Too many other companies here in Dallas/ Ft. Worth area to tell with this. NEVER AGAIN.
I purchased the additional extended warranty after purchasing my living room set. I tried to use it for my "leather" coming off on one side. Their rep came out and took pictures and left. Come to find out, our claim was denied! Why? Because of cat scratches on the OPPOSITE side of the couch. My cats didn't scratch off the leather. It came off due to the material's poor quality! I even asked the sales rep if it was real leather and apparently, she lied straight to my face. Now, I've tried to cancel my warranty because I was told the cat scratches voided the warranty! So, yeah I want a refund for the rest of the time I can't use it since it's VOIDED?!
I've been calling for over a month to try and get this done, and I actually had a woman tell me that she would look into it simply because the claim SHOULD have been covered. Have I heard back from her? No. She said she'd call back in a week. I gave her two, and NOTHING. Never again will I waste my time and money at Rooms to Go again. I hope everyone reads this and chooses to do the same. It's a massive headache once you have a problem!!
We currently bought a bedroom set from Rooms To Go by a salesperson named Sonia. This person was liar! We currently had stopped purchasing from Rooms To Go due to an issue from a current purchase. This person promised and assured that we would be very happy with our purchase. We trusted her... (BIG MISTAKE). We received our furniture today 09/07/16 and to our surprise we did not receive what we were promised. As per protocol we called customer service (Big Mistake) and then called store manager in McAllen and talked to Jason or Jerry whatever his name is, and was very incompetent and unprofessional. Stated that we would have to purchase extra for the items that we purchased and made by HIS salesperson.
I then told him that it was not our fault that his staff was not appropriately trained and we should not have to pay extra because as he quoted "It was a clerical or typo mistake" which I find his title as a manager to be a BIG MISTAKE. I told him that I would be returning the item and I expected my $500 down payment to be returned immediately and he could take back his cheap ass bedroom set back. Well... he stated that a check would be mailed. Not only did I find this man STUPID AND INCOMPETENT of his job description. As an advice to who reads this there is a true saying that when you buy something cheap at the end it comes back and bite you in the ass, and in my opinion Rooms To Go is fraud and untruthful. Do not purchase from them!!! And if you do make sure it's not the one in McAllen Texas expressway 83.
RTG do not have a lot of option to choose from at the Harker Heights store, still the price range at RTG furniture do not take into account the locality median range base salary, and not only that the delivery process is a mess. I ordered (Order # **) a dining room set along with a china/Buffet, and they delivered to my house a used floor model and the buffet glasses are broken, and when I contacted Rooms to Go customer service on the phone to have a new set sent back to me, the representative stated that they cannot refund me the money but they will give me 30 days to choose a new set throughout the store, and if I cannot find something else, I will be stuck with the broken one. Ain't that something? Where are all the watch dogs when you need one? Anyway, I am right in process of talking with a lawyer to look into this matter for me, because that is not fair to me.
I purchased a Cindy Crawford Sectional from Rooms to Go in Harker Heights, Texas in May 2014. I paid over $1800 for it and the frame is already sagging and screeching. From the moment it was delivered, I never found a decent spot to sit on it. Each cushion would sag or lean forward so that I would have to brace myself. I am the only person using it and I don't weigh that much so I know it was poorly made. I feel completely ripped off. Rooms to Go should be held liable to give a refund of some sort. Who can afford to buy furniture every two years? I wonder if Cindy Crawford really know what she is putting her name on.
We're extremely unhappy with the poor craftsmanship of our just over 1-year-old set, as well as the customer service we've encountered this morning. The attached cushions on the couch are ripping away from the back and the throw pillows are unraveling at the seams. Customer service rep told us that we could find someone locally to hire to fix our sectional and that we're pretty much just out $2,000 and then hung up on me. They have failed to deliver the customer service and quality of product that was promised at the time of purchase. For such a recent purchase and the light use of this product, the amount of wear on this piece of furniture is ridiculous.
I read with concern all the negative reviews about RtoG, so I was skeptical about making any purchase from them. I could not resist the price and look of a kitchen set they had, so I bought only that, knowing that if they did a good job, I would buy other pieces for my new (empty) condo. Well, Rooms to Go was FANTASTIC -- the salesperson was excellent and followed up; my order and price were processed accurately; the furniture arrived as scheduled; the delivery guys were great (even wore the booties to keep my floors clean); and I was delighted by the quality and look of my kitchen set.
I was so impressed that I placed a second order for two couches and a chair. Again, I had a great experience. Everything was perfect. I plan to use Rooms to Go again and will recommend them to friends. I am still baffled by all the negative reviews, maybe it's because people who are happy (like me) forget to jump online and provide a review to others. Just human nature, I guess.
I received a preferred customer letter advising of a substantial discount with their labor day sale. Upon going to the store, today, we discovered this was not honored. How do these businesses continue to get away with advertising without follow-through?
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