Rooms to Go Reviews

Now, moving forward to a week ago... I discovered/inherited a default. Immediately, I contacted the store seeking Mr. **. Upon connecting to Mr. ** and explaining the situation I was assured that I was in good hands. The manager(s) asked for picture/video of the defected area. Once it was sent/received I was told that RTG was going to take care of me. I was treated with such respect and care... I truly felt safe. I was given several choices: come to the store and/or go on line and pick out a different color for the same recliner or come pick another comparable to what I had. Well, I decided to go to the store and I picked out something different from what I originally had. Of course, Mr. ** stayed by my side assuring me one hundred percent. THANK YOU MARC ** AND RTG for ALL the kindness and respect that was given to me, Momma Dee.

To make a long story short I ended up putting my box frame on and putting the over size mattress on. I called customer service they were absolutely no help. I called the store and they put me thru to the manager. I was very upset. But Bo stayed calm and assured me it could be taken care of. He was going to check on what could done and he would call me by 2 the next day. He did and had a solution. Figure out that due to the way my bed was made and our mattress was 14:yrs old it wasn't a California or King. But a king mattress would work.

Bo took care of everything and we got it exchange out and he exempt the delivery fee. Emmitt had told me that if I had an issue to call the store. I went and saw Emmitt on Sunday. He only works weekend. He went over everything with me to make sure I was pleased with what Bo did. Bo made sure I was satisfied. Could not ask for better customer satisfaction. So if you go in on the weekends looks for Emmitt. Every salesperson is busy making sure everyone is taken care of

We spent at least 8 thousand dollars at their store. To top it off the set is still for sale and available today. You tell me what you think? They lied and lied and never looked into it, every time I called a customer service agent would tell me they would call back and they NEVER did until one person, because I demanded a manager. The stress of this after the stress of being homeless, helpless with my husband in the hospital after the flood and this is the way they treat people period, not even a customer. I hope you take this review for what it is worth and boycott this store on principle sake. They are heartless and greedy and make me sick.

Then I get a call that the base is no longer in stock and I have to pick a new dining table. I wanted to pick online, but nooo since we made the original purchase in store, I had to physically go back to pick a new one. Guess what!? I ended up ordering a table I saw online because they didn't have in the store. So I still ordered online, but had to do it in store. Hahaha. I am losing my marbles at that point. The new dining table is nicer and sturdier, but for the amount of money Rooms To Go charges, the quality doesn't match.

Now, the cocktail table started showing circles on the table top. Yes, I clean my house and I wipe down my tables. I used non harsh sprays and dusters. The circles got white and are spreading. A service tech came out and took pictures and saw acknowledged himself that he saw new circles forming and took pictures. I just got the service results call that they think the table was in home damage and now I have to deal with extended warranty people.

First of all, I am not stupid to damage something and then call to complain. This should not be o.k. I even spoke to supervisor Shaila and she requested that I specifically ask for her when I get the results and now she is also brushing me off. Beware, this place will give you a nervous breakdown and you will definitely not get the quality that you think you're paying for. They sell overpriced garbage. It is sad. I don't like posting bad reviews, but this is going waaay too far not to. All I am asking for is my money back and they can take this crappy table out of my house. Even if they finally decide that they can't do anything, I will throw it out, but I will never ever shop there again and will advise everyone I know against them.

By that time it was too late to dispute the purchase with my credit card. I wondered why these recliners got so many good reviews and realized RTG doesn't allow for reviews a couple of months after purchase because the email link to review the product on their website expires. If people were allowed to leave an honest review a few years after RTG furniture would have proven its value, RTG would be out of business! I believe the chairs’ anatomically incorrect positioning aggravated and exacerbated my underlying back condition, after years of sitting in them. How bad is it? Let’s just say I had to purchase another recliner for $330 from BJ’s. Compare that to the cost of over $1,000 for one of the RTG recliners. Although the BJ’s recliner wasn’t real leather, I couldn’t believe how more comfortable that cheap recliner was! Then finally I found a real purpose for the RTG recliners – have them collect dust in the corner.

The biggest lesson: don't assume a major furniture company will stand behind what it sells. Their policies can leave you stuck with defective furniture and fighting for years. DO YOUR RESEARCH BEFORE BUYING FROM ROOMS TO GO. Once you're stuck with the furniture, getting satisfaction may be another story entirely. Go to other sites like consumeraffairs.com where you will find an entirely different picture of the quality of RTG products. RTG will not refund your money and will only offer an exchange at best. If after a few months your furniture ends up degrading to a point of unusability then getting new furniture elsewhere will be your best option. Otherwise sit back, relax and enjoy watching the accumulation of bills from your chiropractor.

I called to see what the status of his findings was informed that my case was completed. Wait, nobody is helping me fix my couch cushion or offer me a swap to keep customer satisfaction abreast? No, "I'm sorry this happened. Can we offer you another cushion to switch out with? How can we make this better?" I guess they don't even want to know about this material being poor quality. Cindy Crawford SHOULD NOT be putting her name on this crap! She's too glamorous for RTG.

This should not be this difficult. When a customer has a problem with a product that is less than two months old, there should be a clear and simple process to get it inspected and repaired or replaced. Instead, I have been transferred from one number to another, wasting hours of my time, with no resolution and nobody taking responsibility.

My experience has been extremely frustrating and disappointing. I hope Rooms To Go seriously reviews its customer service and warranty process, because customers should not have to spend hours chasing down someone to address a problem with a nearly new product. Think twice before purchasing if you expect customer service to stand behind your purchase when something goes wrong.

After returning from vacation, I contacted Rooms To Go again. I was required to complete another claim form and was eventually told the chest could not be repaired. They scheduled a replacement for August 24. Then, just days before the scheduled delivery, Rooms To Go canceled the replacement and said a technician needed to inspect the chest first. The technician came to my home on August 26, inspected it, and also determined that it could not be repaired. I was once again told the chest would be replaced and that I would be contacted within a few days.

On August 31, Rooms To Go called me and completely reversed everything I had been told for more than a month. I was informed they would not repair or replace the chest and essentially told I would have to deal with it myself. I explained that the furniture is still under warranty AND that I purchased extended protection coverage. I repeatedly asked to speak with a manager, and the representative refused every single time. He told me that speaking with a manager would not change anything.

After more than five weeks of phone calls, photos, claim forms, a scheduled replacement that they canceled, and a technician visit confirming the chest was unrepairable, I was incredibly frustrated. I then contacted Fortegra, the company handling my extended protection coverage. They took my information, opened a claim, and provided me with a claim number and authorization number. Fortegra connected me directly with Rooms To Go, only for the call to be disconnected after Rooms To Go said they could not hear me.

What makes this experience so unacceptable is that I followed every step Rooms To Go asked me to follow. They determined the chest could not be repaired, scheduled a replacement, canceled that replacement, sent a technician who AGAIN confirmed it could not be repaired, told me AGAIN that it would be replaced, and then suddenly refused to do anything.

Why sell customers warranties and extended protection plans if they are going to be put through this when they actually need to use them? I am not asking for anything unreasonable. I simply want Rooms To Go to honor the coverage on the furniture and replace the damaged chest as I was repeatedly promised. Their handling of this claim and the customer service I received have completely destroyed my confidence in this company.

Based on what the salesman told me, I purchased the additional coverage. Later, I began having serious problems with the recliner itself. The seat cushion developed a problem, and the backrest was leaning severely to the right, which was causing me significant discomfort and back pain. I contacted Rooms To Go customer service, and they sent a service representative to inspect the recliner. He confirmed there was a problem with both the seat and the backrest. He offered to restuff it at my home, but when I asked whether that could leave the cushion lumpy, he acknowledged that it could. He also told me the recliner could be sent back to be properly redone. I chose that option.

Unfortunately, I never received the promised follow-up about taking the recliner back for repair. I contacted Rooms To Go again, and they sent out another representative. This representative told me Rooms To Go would not take the recliner back for the original problem, but because I had purchased the additional protection plan and there was pet damage, I could submit it through the protection plan and the recliner could be rebuilt as needed. I thought, great — I paid extra for the protection plan, so at least the recliner can finally be repaired properly. Then my claim was denied. When I asked why, I was told that while the plan covers pet damage, it apparently only covers certain types of pet-related damage, including biological damage. That is NOT what I was told when the protection plan was sold to me.

Had the salesman explained these limitations when I specifically asked whether all pet damage was covered, I would have known exactly what I was purchasing and could have made an informed decision. Instead, I relied on what I was told at the point of sale and paid additional money for coverage that did not provide the protection I believed I was buying. When I contacted Rooms To Go customer service about the denial, I was essentially told that the protection plan was handled by the insurance/protection company and not by Rooms To Go. That was extremely disappointing because Rooms To Go was the company whose salesman sold me the protection plan in the first place.

My experience has left me with a recliner that has significant problems, a protection plan that did not cover the damage the way it was represented to me, and no satisfactory resolution from Rooms To Go. I will not purchase furniture from Rooms To Go again. In my experience, the quality of the furniture has also been disappointing and certainly not what I expected for the money.

BUYER BEWARE: If you are considering purchasing one of their protection plans, do not rely solely on what a salesperson tells you is covered. Get it in writing and read every exclusion and limitation yourself before paying for it. I trusted what I was told by the salesperson. I paid extra based on those representations. When I actually needed the coverage, I found out that what I had been told and what the protection company says is covered were two very different things. That is not the kind of customer service I expect after spending this much money on a recliner.

I contacted the store and explained that was not what we had discussed! I was told that the store mgr would get with financing (Synchrony Bank) and get the payment adjusted to the original amount discussed. We were told they had received this information to correct on July 27,2026. We were told it could take TWO OR THREE billing cycles to correct….REALLY…. didn't take TWO OR THREE BILLING CYCLES TO START OUR PAYMENT‼️ How convenient on Synchrony’s part!! We were waiting to hear back on the payment adjustment. I knew there had to be some miscommunication.

I made the payment the following day (one day after the due date and was charged a $30 LATE FEE)‼️ We are both upset about this whole situation!! If this is the way Rooms To Go supports their customers, (leaving you hanging with no contact AFTER the initial purchase), I don’t think I could trust doing business with a company that thinks the initial purchase would not be worth having the customers repeat business‼️😡❓

This is completely unreasonable. Customers build their entire living room layout around a center sectional, and when the model is no longer available, forcing a full replacement is not a solution — it is a sales tactic. What is the point of purchasing an extended warranty if the showroom tells you to buy a new product instead of fixing a simple issue?

I contacted customer service multiple times and even visited the Katy showroom to speak with the store manager. Unfortunately, I received the same repetitive, unhelpful response every time. No one acknowledged the actual problem or attempted to resolve it. After weeks of delays and zero meaningful support, I was forced to repair the switch myself — something I should never have to do after paying for extended coverage.

This experience shows a clear pattern: avoid customer requests, push new sales, and ignore warranty obligations. Rooms To Go needs to seriously rethink how they treat customers who trust their warranty and invest in their products. I expect Rooms To Go’s customer service team to respond to this review and address the mishandling of my case. As of now, I will not be considering Rooms To Go for any future purchases, and I will be sharing my experience within my network so others are aware of the challenges I faced.

We went over to her apartment and turned the chair over and found bugs. I looked up the kind of bugs they were, and it was bed bugs. I called customer service and had pictures. They said they were not responsible. And left it at that. I’m very disappointed with RTG and believe they should pick up this chair before these bugs get into anything else in her home. We have an exterminator that has come today, Aug 25, and said the chair is infested. She needs a lift chair because she is disabled. Please let us know what the options are.

I have slept on the mattress now for 1 1/2 months and it's been ok. I can already tell the quality is not going to be there. You can just tell that over time, this mattress will NOT hold up. Sadly I don't have the extra cash to have them swap me out for another choice. Save your money until you are fully able to purchase what you think will last you, I'm worried about this over the long haul. Thanks to Bobby again, very helpful and professional. Even gave me his personal number in case I had any issues!! 5 stars for BOBBY **.

I have contacted Rooms To Go repeatedly and was told it could take up to 60 days to get my money back. Even more frustrating, I was told that I personally set up the $6,000 full payment, which is simply not true. A $6,000 unauthorized withdrawal is a serious issue. I expected clear disclosure about the financing terms and prompt assistance in correcting what happened. Instead, I’m now fighting to recover thousands of dollars from my own bank account.

Original review: I recently purchased two lamps and the lamps are leaning and they are not properly aligned. I purchased them online.

Things only got worse upon delivery:

~ Damaged and defective furniture: The original sleeper sofa arrived stained and torn. The replacement sofa they sent is defective as well—the cushions are ragged, misshapen, and terrible quality.

~ I am currently being forced to pay for a mirror I returned on delivery, stuck with defective furniture, and left with no support from either the sales associate or customer service. Save yourself the stress and shop elsewhere!

Original Review: MOLDY AND DAMAGED PIECES!!!! HORRIBLE ITEMS!!! This will be the first review of my Rooms 2 Go experience. I recently purchased a bunk bed set from Rooms 2 Go. Today was my delivery day and the experience was HORRIBLE!!!! Let me say that again….HORRIBLE!!!! We had one damaged piece, which I understand. Things happen. What was horrifying was, there were pieces with MOLD on them. Like come on!!!! This is a children’s bedroom set and you are delivering it with mold!!!! Does Rooms to Go understand what mold can do to your lungs or respiratory system. Simply disgusting!!!!

Now we are waiting for those pieces to get replaced. We spend all this money and Rooms 2 Go sends us moldy furniture. I never…never had this problem with Exclusive Furniture or Gallery Furniture. If I could give them negative stars I would. The only good thing out of this experience was Andy and his assistant that delivered the furniture. They did an amazing job ensuring the items were good to go. As far as the rest of the Rooms to Go cooperation, let’s see if they can get it right the second time. And to think, I took off a day from work to deal with this BS!!!! I should have gone to exclusive furniture. At this point, FACEBOOK Market Place or even OFFERUP would have been a better option. I’ve shopped at Exclusive Furniture before with zero….ZERO issues!!!!

The bed's lift is not operating properly. $1200 dollars later, on Friday August 7, 2026 (Jack) the store manager called indicating that he was going to send someone here on Tuesday considering my surgery is on August 14, 2026 because he wants me to be happy and comfortable, So once again he assured me that they were going to make sure everything was set up and working properly as it should be, needless to say no show no call. I've been getting nothing but the run around and dishonest promises from Room to Go company and the sales representative not one time reached out to me after spending numerous of hours with her before the sale, very disappointing!

They even have my account in the wrong name but the credit card in my name causing an issue for me to get in my own account and have not yet corrected that issue and still to this day have not not reached out with a solution. So FyI if you're planning to purchase any type of furniture in the future no matter how nice the sales representative, management may seem or how nice the furniture may look, prepare yourself to be on your own once you walk out that door and your furniture has been purchased and delivered. B-E-W-A-R-E!

Never will return

When I filed my claim, I clearly explained that acetone had accidentally spilled onto the console lid of my loveseat. During the initial claim call, the representative documented the incident as a nail polish stain rather than acetone damage. Based on that information, my claim was accepted, a technician was dispatched to inspect the furniture, and I was led to believe the damage was covered.

After the inspection, my claim was denied. To the company's credit, a Concierge Specialist later reviewed the original call recording and admitted that the error was made by their own representative—not by me. They apologized for the misunderstanding and confirmed that the agent would receive additional coaching to prevent similar mistakes in the future. I appreciate the honesty and professionalism.

However, the final outcome remained the same. The company determined that while the Service Agreement specifically covers accidental nail polish stains, it excludes damage caused by acetone or nail polish remover because it is considered an excluded substance under the contract. Although they acknowledged that the confusion originated with their own employee, they declined to make any exception or goodwill accommodation despite the unnecessary inspection, the time invested in the claims process, and the expectations created by their representative.

This experience taught me an important lesson: do not rely solely on how the protection plan is described at the time of purchase or what a representative tells you over the phone. Read the exclusions carefully. There is a significant difference between what many consumers would reasonably consider "accidental damage" and what the contract actually covers.

My purpose in sharing this review is not to criticize the employees who handled my claim professionally after the mistake was discovered. Rather, I want future customers to make an informed decision. Before purchasing this protection plan, ask for a detailed explanation of what is not covered, especially regarding common household products and accidental spills. If you ever need to file a claim, ask the representative to repeat back exactly how they are documenting the cause of loss before the claim is submitted.

A protection plan should provide confidence and peace of mind. In my case, despite an admitted processing error by the company, I was ultimately left with damaged furniture and no coverage. I hope sharing my experience helps other consumers understand the limitations of this plan and make an informed purchasing decision.

I chose Rooms To Go because I believed I was purchasing furniture that would last, but this experience has been incredibly disappointing. I hope someone from the company reviews this and reaches out to make the situation right. Until then, I cannot recommend purchasing patio furniture from Rooms To Go based on my experience. It was over 3000 dollars and it’s basically garbage after 1 month.

I was on the phone numerous times with customer care and heard a different response. Each time finally demanded to be connected to the store that I purchased it from and talk to the manager. She said her hands were tied and I even asked if they could just give me what was on the floor to hold me over that company coming in town and no place to sleep so they of course they offered a small amount to put them into a hotel which only covered one night and I had to pick up the other four nights. It’s unfortunate that I need to search for a coffee table that can be delivered much sooner.