Rooms to Go Reviews

Technician cheats by not putting complete notes for the issue, writes the notes so tricky that it would not create issue to the company, and never writes the notes in anyway agreeing to the issue even after looking at the issue firsthand and even after taking pictures. Customer service goes ONLY by what is in the notes. They delay and drag the issue so much until you run out of warranty and then they show warranty to get out of their mess. Dining tables (wood) cannot withstand the heat even with place mats, will surely smudge the top, so I believe all the wood used is pretty cheap. You can read other reviews too to know what I am saying is right. Bar stools lost their spring action in few months and was serviced twice, but back to old condition. Also noticed that they are expensive compared to what we get on Amazon, please check out, almost half the price on Amazon.

All of these within one year only, so I wonder what is the real life of their products. The store and the customer service work together in cheating you, very bad ethics and very dishonest service. What was promised orally over the phone will be denied just because it is missing (because the rep forgot to put full notes) in the damn notes. Beware, because imagine furniture with issues lying in your home, working nothing close to your satisfaction.

When sent, they offered me $675 towards a new sofa and love seat, if we returned both sofa and love seat, necessitating a large expenditure, occasioned by the failure of their goods in an inordinately short space of time. I considered this totally unacceptable and replied that $675 would be acceptable against a love seat only. That was rejected out of hand. I have therefore terminated the correspondence but may resort to mail complaints on my return to England as I am certain any reputable English company would deal with this far better. I can only advise people not to buy from this firm!

Pics were submitted of all of the chairs and I got a call stating that the service ticket was closed and that they found that this was caused in the home and they saw no issues in the pics. I was livid. They did send a second tech after I insisted on a supervisor and I told them that there was NOOO way these problems could have shown up in the photos... or I would not be getting this call to close this work order. The 2nd tech told me that none of these issues with the chairs showed up in pics and that he would submit new ones. He also told me that you get what you pay for, this was not Ethan Allen!!!

Several days later, same call, same evaluation. So I am stuck with almost 2,600$ worth of chairs that are literally falling apart. I pitched a tantrum telling the cust. serv. rep on the phone that these problems were not properly being related to service, there was no way RTG would ignore these problems. So she scheduled a third service call. The day before the appt. I received a call from Cust. Serv. saying that RTG had sent two techs and there (NOT) be any others, they were not coming back again and they had reviewed the claim and that no one would be coming out anymore. So I have 3 pieces of defective furniture I am stuck with. I held up my contract with RTG to purchase. There is no explanation for this, with the exception that there has to be a bonus paid to service for closing tickets. There is no way this defects were visually seen by two techs, reported to service and ignored.

The delivery was good. The sales experience was good, but RTG honoring their commitment to warranty their products 1 year last month and was dismissed. I have never been so disgusted with any furniture company and I have purchased a lot of furniture in my time. NO ONE should purchase furniture from this company.

We were threatened and had to call the police while they decided to take the furniture that was in my house back out after me telling them to leave my furniture that it was paid for!!! ALMOST 9,000 dollars’ worth of furniture!! And please keep on my children were watching all of this, so we end up back at the store that evening and was told there was nothing that could be done and we would be contacted the next day. We had to sleep on the floor the first night because all of our old furniture was gone and the next few nights a hotel, so when the customer service and General manager call me the next day he tried to compensate us with 400 dollars and 2 weeks later our furniture and of course I was furious and refused.

Long story short we ended up keeping my marble tables ONLY because I could not find any like that in Fayetteville and 2 lamps that came in 2 and a half weeks later broken only to be told it would be another week for delivery. So today I receive a call from their customer service to confirm my lamp delivery and was told I was only receiving only 1 lamp and that they had noted I had one in my home. I DONT have a lamp in my home and the driver and the manager of the store I made my purchase is aware of this BUT the lady on the phone in some warehouse says I have the lamp and they are only delivering 1 lamp to me this Thursday so once again I have to call to the store I purchased in and speak with the manager I have been dealing with and explain again that something else has went wrong.

I am so exhausted with dealing with these people and all of this and I am so tempted to call AGAIN and request my money back AGAIN!!! Listen to me please when I tell you stop and dont go into these stores and give them your money, they have awesome salespeople but terrible everything else! I purchased almost $9,000 worth of furniture and received the biggest hassle along with it and it’s just not worth it.

I had to call my new employer - miss the mandatory meeting, miss enough salary to negate the sales promotion on the furniture purchase (or I could have waited another 2-3 months with no furniture in my house and repeated the missed pay gamble all over again). 2nd problem: It would not be until January that I totally unwrapped the plastic off the chairs for the small dining room set (it was in a kitchen area). I live alone and had been using a stool at a counter for myself. I had company visiting and the first time someone sat in one of the chairs, a leg broke off. RTG was called immediately (it was a Sunday: on-line sales responded, but I was assured customer service would handle it on Monday).

When I called on Monday, though I had a one year warranty, the chair was new and was just unwrapped, they would not replace it. They wanted a technician to come look at the chair. I was told I would receive a call. At two weeks, I had not received a call, and I called again- "Oh, I need to resubmit that request" was what the representative stated when looking at my account notes. A few weeks later, after no call and my thinking about it, I called again -- they were going to have to resubmit the request again. At that point, I expressed I did not feel a technician looking at the chair was fair or reasonable. I wanted the chair replaced or I wanted them to come get the entire dinette and refund my money. The representative got off the line for a time, returned and said she would return my call at the end of the business day.

After a week I had received no return call. At this point, I contacted the Credit Card company I had used to purchased the furniture and informed them what was occurring and filed a dispute and had the charge for the dining set removed from my card. Approximately 6 weeks later, I received a letter from the credit card company dismissing the dispute, because the Customer Service department had made statement they had "left multiple messages attempting to schedule a repair" and I had not responded. I have voicemail on both a home phone and mobile phone and had never received any such message. I then contacted RTG customer service and requested to speak to the person who had signed the letter with the false claim, but only the representative who answered the phone would speak with me.

What I could discover was that the rep who was to have called me back on the same business day over a month earlier, had entered into my account notes that she had returned my call, and that she had spoken to me. She also entered into the notes she referred my case to Reliable Furniture Repair. I asked that representative to enter into those notes that neither of those events occurred. I had never spoken to her again after she said she would call me and Reliable Furniture had never called. That rep gave me the direct number to Reliable. I contacted the bank and notified them they canceled the dispute on false information, but they stated they would not reopen the dispute, that it was a "he said-she said" situation. That their job was not that of investigator to determine if RTG was lying or unscrupulous.

I did contact Reliable Furniture Repair and they had never heard of me. Meaning RTG had never opened an account to repair my furniture. This began a whole new nightmare (and deserves its own review). Reliable never did repair or inspect the chair. They repeatedly called and offered appointments within the time parameters I originally stated I was not available. When I finally paid someone to repair the chair and left them a message to please stop calling me and leaving messages during the times I said I was unavailable, they finally called during the very time I had originally stated I could take calls and be available to be disrespectful and rude. It has been an overall horrible experience. (And RTG is indeed unscrupulous).

So after my review on multiple sites mainly BBB for RoomsToGo I received an email stating a 100% in store credit for my furniture from the Presidential Assistant. No catches just needed to return the old furniture when the new items were delivered. Once again beyond excellent shopping experience at the store (NW Loop location) and big thanks to Jason ** who was extremely helpful even before finding out why I was there. Unfortunately, thats where the great experience stops unlike the original time when I hard furniture delivered this time was actually bad. To begin I was told due to it being an express delivery I could not get an exact time for delivery but that wasn't the problem. The problem was I never received a call 2 days prior which I suppose I should have received according to the representative to get my delivery window. The first call I got the day of was from the driver at 5pm saying if I needed to go do something they still weren't coming for a couple of hours. I seriously waited from 7am till finally around 8:40pm, at 5pm there was no time left to go do anything I needed to do. Maybe I am completely wrong on this but I refuse to believe that there was no way I couldn't receive a call in the beginning of the day to tell me what time they for sure wouldn't be able to get to me. I would've had no problem getting a call at 8am saying we won't be there till after 5pm. Like I mentioned earlier eventually they did show up and due to the late hour and we had just put the little one down to sleep we thought it would be smart to have the old furniture staged and ready to go to make things move a bit faster and be helpful. Unfortunately, when the guys arrived the first guy that came up was super rude like I almost told him to just leave, he bangs on the door and when I opened it he seemed upset that we had the furniture ready to go and then without introducing himself or anything walked right in and just started placing the new furniture in the apartment. The lifesaver was the second gentleman who introduced himself and apologized for the late hour and for the whole part of the night was trying to be as quiet as he could. However, the other guy was continuing to just be a problem dropping things (which is a problem b/c I stay on the 3rd floor aka I have neighbors), tearing boxes and tossing them and finally drilling, to be honest his attitude only slightly changed when he was offered water. Like I said the second guy was a lifesaver almost made up for the first guys attitude problem. Last but not least is once they left the only thing missing was some seat cushions for the dinning table. I was informed to call the store first thing in the morning which I did, upon calling the representative I spoke with had a bad attitude borderline disgusting behavior and definitely not what RoomsToGo is about. I would definitely recommend some remedial training for her, makes no sense to have an attitude with a customer especially over something your organization failed to do, the audacity. Overall thought, the store front has excellent customer service, it's behind the scenes that seem to ruin the whole buyer experience. With some strong disclaimers I would possibly recommend RoomsToGo to family and friends.

Original Review: April 14, 2017

Warranty conveniently not upheld followed by lies. I know my title may be a bit harsh but as you'll read it’s fully justified. To begin let me put out two disclaimers. The first even though I am in the military in no way shape or form am I the spokesperson for any service. This is strictly my personal experience with this company. In fact the only reason for the info that I am in the military is just to help my fellow brothers and sisters in the profession of arms to avoid establishments that unfortunately take advantage of military personnel.

The second disclaimer is just like some of the other complaints and reviews the initial purchasing part was absolutely phenomenal. From someone who hates shopping in general the sales associate that helped me (Drew **) actually made me enjoy the furniture shopping experience, which is also why even though I put this particular store down the store isn't who I have the complaint against. More or less it’s mainly the actual Rooms to Go company.

Now to the details. On April 4, 2016 I purchased my furniture and like previously mention a great overall experience, especially since there was a no interest for five years promotion. It was delivered on the 20th and the movers were also just as great and friendly so again another plus for the store here in San Antonio. However, in less than a year of ownership I started having problems with some items. Specifically, the swivel chair (Sku#12503480) ($599.99) which according to the repair person they sent out on April 7, 2017 was a manufacturing issue due to the frame was bent and he couldn't fix it and the sofa (Sku#1280348P)($888.00) which again he said was a manufacturing issue as the bottom spring/base was coming thru the bottom tearing not only thru the base but destroying the cushion as well.

I do think it’s worth mentioning that getting someone out to look at the items was hassle free and the repair person was friendly and did state multiple times that my furniture didn't really show signs of use, said he couldn't fix any of my items as again all of the things that was wrong was a manufacturing issue. The repair guy did take pictures and told me hopefully I will get the items either replaced or refunded and should hear back in 3 days. Thus here I am, received my call from assuming the warranty department saying unfortunately due to "wear and tear" which conveniently is something they don't cover and just as ironic one year after delivery is all that they cover. So on the 20th my warranty runs out and they can't do anything for me and even more disturbing they said that they gathered all this from the repairman who obviously told me a completely different story.

Honestly at this point either the repairman was just being friendly and didn't want to upset me which would mean he wasn't doing his job and I didn't get any type of sense that he was doing that. He seem if anything very professional so leaves me to think that the company in order to save money is lying and due to my warranty is about to expire anyway. Why uphold it. In any case, this is one of the unfortunate avenues I am using to try to get some kind of justice if nothing else let others know to avoid this company, if they will do this to someone who is defending their freedom everyday I hate to think what some else would go thru. Truly, sadly, and distastefully shameful.

Your Desired Resolution: As mentioned in my compliant and according to the repair person who came to inspect, it was identified that either a replacement or refund would be the proper actions to take, just hope this company upholds their end and don't diminished the overall experience that I have had with rooms to go.

awesome.

I call my husband and get him to bring a truck home-leaving work at 1 (4 hours early) so he can meet this guy and we can figure out how to get a bed, mattress, boxspring, chest of drawers and a full-size recliner in the truck. (I figured two trips and I'll make the guys ride up to the house in the truck with him and they can install - like I paid for). So, hubby is home by 230. I called and asked how long til they came back. Was told they would call me back. At 4 I called them again, they put me on hold and then informed me no one would be coming back - they were 68 miles away and no way... just a little peeved by then so after numerous calls, chats online etc with RTG I'm told only tractor trailers in my area for delivery and I would need to schedule another delivery date and have a truck here to meet them. I even offered to pay a higher delivery fee if they could just get the right truck.

They were really nice but didn't give a flying flip about any of it. I have requested a full refund and so far it's looking like that will happen. Just disgusted that in this day and age they would rather give a customer a full refund than even give them the option of paying extra to get their product... Smdh... Never again. They used to be great and we still enjoy the other furniture we purchased several years ago - back when you could get your stuff delivered in a normal delivery truck. Oh and I will add that I am one of those people that make sure I have tip money for delivery drivers, both deliveries I went to an ATM to make sure I had money to give the guys. Just still can't believe it.

Once again I called CS and had to make an appointment for someone to come out again. The repairman came out the next month and only took pictures of the areas that needed repair. I asked the repairman if he was going to repair my sofa and he stated that there was no sense in repairing some of the items and not all. That he would send the pictures to CS and I would be receiving a call. Once CS called they told me that they would send out the delivery down to pick up my sofa and that I would be getting a new sofa in 2 weeks (RTG only delivers once a month). Two weeks later I called CS and was inquiring about my sofa at which time they made a appointment for the delivery (delivery date was 2 weeks out) of my new sofa.

Once my sofa was delivered I got to looking at it and noticed that it was the same sofa that I had purchased, I did not get a new sofa, plus all of the repairs had not been completed. I immediately called CS and was told that a repairman would have to come back out and look at it. I am so mad at this point I almost go off!!!! I made another appointment for the repairman. This time the repairman came out and took pictures again. This time when CS called me the pictures that the repairman took did not come out. So I had to take pictures myself on my cell phone and email them to CS. I waited 12 days with no call. I called CS back and was told that my email was not received, so I sent the pictures again. This time the pictures were received and the representative called me back and I was told that there was nothing that could be done.

I explained the CS representative that when I purchased the extended warranty that it would cover everything. Well guess what? It doesn't. So I am stuck with a sofa that is tearing up and still making payments on it. I will NEVER buy anything from RTG again. I am done with RTG... They are liars and take money from the hard working Americans when their products SUCK...

The Customer Service lady said she would order the parts, have them delivered as soon as possible. That was 30 days go. The only thing I have received are emails from anonymous service desk employees who provided template responses of sincerity and "valued customer" concern when in reality they could not care less one way or the other. All they need to do is take the hardware and parts from a showroom floor model - or from a table they have in their warehouse, and send that to me. Had I known that such incompetence and lack of caring was so prevalent at ROOMS TO GO, I would have gone elsewhere and from now on, I will.

I called the reschedule number that was left on my voicemail at 2:30 and explained the situation and was told that a manager would be giving me a call back. I waited and No one never called me back! So at 5:00 I called the Rooms to Go store here in Louisiana where I purchased the table and explained the situation. They put a manager on the phone who immediately told my fiance and I that we were lying, and he said, "so if I look at my driver's GPS I won't see a picture of your house"! Mind you the driver himself told dispatch that he didn't go to our house himself!!

We never got another delivery time and just for the driver saying that he would put our $1200 table outside. How professional is that. Plus how rude the manager was to us at the store as if my fiance and I have to lie to them! We asked for a complete refund! Sorry. You will never receive any business from us. There was a better way they could've handled the situation! They never try to help, the delivery guy was unprofessional and so was the person we spoke to at the store. DO NOT SPEND YOUR MONEY WITH THESE PEOPLE.

Actually, this was my first time purchasing from Rooms to Go and purchasing an extended warranty, and unfortunately I learned a costly lesson - NEVER buy from Rooms to Go or the warranty. Now, after having the couch for only two years I have to go and invest in another couch. Funny, all I was asking for was for the cushion to be replaced but instead they tried to put the blame on me. I did try to get a refund for the extended warranty, but that was a bust as well. Please, whatever you do, look into better quality furniture companies and DO NOT buy the extended warranty!

I'm extremely pissed off and I feel that my privacy has been violated. My purse, keys, mail and other valuable and private information was in there which is why the doors were closed. I'm sure the reason why the toilet had not been flushed is because I would have known that someone had gone in my room. Had I been asked if he could use my bathroom I might have said "yes", but someone took it upon themselves to do what the hell they wanted to do in my home and I very very unhappy.

Customer service was extremely rude and said that's normal wear. Normal wear for them is a couch that looks worn out before a customer is even finished paying for it. The very rude and unprofessional customer service rep said "that's not our problem", but I'm sure Rooms To Go wouldn't have honored any warranty even though it was 100% their responsibility. Rooms to Go must have a company wide policy for their employees to lie to and cheat all their customers.

We sent the pics to the show us address and got their canned response and they are offering us $849.99 towards a "reselection" and trying to charge us a new delivery fee to bring new selection and haul off the old. Take a look at the pics and you will see that the furniture looks showroom new other than the picking off. What kind of company sells crap like this?? I can tell you... Rooms to Go. Well, they will get no future business from me and I will try my best to make sure I get the word out to my friends and family to save them the same troubles.

My mom and dad bought a "leather" sectional from them about a year after we got ours so I have warned her that hers is probably next to go. They should be ashamed to sell such products. RUN, RUN, RUN out of the showroom and whatever you do, don't fall for the "leather" description they have shown as false advertising. So now I have to spend more money to replace what I need. I am out a lot of money!

To my surprise I was scheduled for an entirely different date that I am sure I did not say! All I was told by customer service was that there was nothing they could do and that I would have to wait another 2 WEEKS to have the furniture delivered. Each time I have called the reps have been unapologetic and really do not seem to care. I will definitely not be shopping with this company ever again! They do not care about their customers! Customer satisfaction is far from their goals.

Now I get a phone call as the bank that does their financing is outsourced to a country where the accent is so thick you cannot understand--they are asking for payment- I'm like I haven't received a bill yet. Apparently rooms to go put my cell number and the wrong address on my hubby's account. I offered to give them our address. They wouldn't take it as it's my hubby's account. So I told them to call the store to get it corrected as my hubby's at work. They wouldn't. So apparently the salesman put down wrong info, hello and now it's up to us to fix it??? The whole experience was frustrating, the people on the phone are rude and there's very little customer service once you've received your furniture. I won't buy there again. If companies continue to send customer service jobs to foreign countries, they will lose business.

My husband and I received a call few hours upon delivery but we told them that no one will be home at that time that they were giving us (between 10am-2pm). We asked them to deliver a little later than 2pm and we were told "No", and if they couldn't deliver between that time that they give us then we will be charge a redelivery fee. Furthermore they demanded that we leave our house key somewhere or get a neighbor to come over and wait on them. I ended up taking the day off because I couldn't afford paying them $300 for redelivery. I am so disappointed with rooms to go that I will make sure no one ever purchases any items from Rooms to Go again.

I contacted customer "care" (care is a strong word for what they do) and was told Rooms to Go doesn't offer any sort of compensation or reimbursement for mistakes and inconveniences because they do not "pay off their customers". That is the statement I had an issue with - as customer service includes paying someone back if you don't hold up your end of the deal. I took off from work to sit at home for someone to come here and tell me "whoops we messed up" so I have to take another day off from work and hope their competence grows exponentially in the meantime. I will literally never consider Rooms to Go for anything in the future.

The product is well-made and elegant. The service at the store was top-notch. We figured that by spending a little extra, our furniture would be delivered right to our room. In my opinion (and this is what I will post in the reviews section) is for the customer to handle the transportation and assembly themselves. The people who do it for RTG don't care enough to be trusted with a $2000 purchase. Unfortunately, the entire experience was tainted because the end result was not delivered as promised. What good is exceptional service and a nice product if it cannot be delivered appropriately? Unsatisfied customer.

I called customer service who gave me another number to call. The number they gave me goes to some entity I don't know and they did not identify themselves. I thought it was another part of RTG but I was wrong. I was told that since the furniture was over a year old (15 months to be exact) that they only cover cracking and that's it. Talked to store and got the same thing. I guess you're ok for 12 months then you're SOL. I have friends and family that have purchased from just about every furniture store and in every price range and there always is some sort of problem. From very high end to the all the furniture you can carry for $100.00. I have about 6 grand in this furniture and no idea of what or where to go. I will need to find a local restorer.

I called the dispatch center. A rude lady answer the phone stated, "Someone will call you back if the driver decided to come back." I waited for about 1 hour, I never received a call from the dispatch center. I found the driver number. I called him. I said, "To whom the delivery was scheduled from 8 am to 12 noon. Why did you show up before the scheduled time?" The driver replied, "We don't go by the scheduled." He went on to say, "I am in this area. I will call an hour ahead." I said, "Okay."

I waited for about 5 hours. I never received a call from the driver. I called him around 1:45 pm. He said to me, "I am on my way to your house now and I will be there in 5mins." I replied, "You are on your way. Why didn't you call me just like you said you told me you'll do?" He said, "I don't have to call you." I said, "You have to give 15 minutes to get there." He said "Okay."

I left my old place went to the new place. The driver was nowhere to be found. I called the driver cell phone. He silent his phone. I called the dispatch center. This rude lady answer the phone tell me the driver was at the house and left because I was not there. She went on to say, "Here the number customer service, call them."

I called customer service. I spoke with Josh who told me a bunch of lie such as what they said, he said that he called me an hour ahead of which I prove that he didn't call my number because I have missed from him. Now Josh told me I have to wait 48hrs for all the furniture to get offload and check out and that's when he'll be able to call me to give a new delivery date.

This is one of my worst experience, if I had done my research I would have known that Rooms to Go is one the worst company when to customer service and delivery. Now I realized why they only have one star with over 1500 consumer complaints with the same type of problem, I will never do business with Rooms to Go or referred them to families or friends.

All was well & 9 months later - they started "peeling" & cracking! Bare spots. I called and was told this was NOT a warranty issue... WHAT! Fast forward months of calling & falling on deaf ears. I went into store and demanded satisfaction. My original salesperson was no longer there but manager said "we are offering discount on new set via store credit based on wear /age".

Fast forward: Now 1 year has passed trying to resolve this issue. (At that time they were less than 3 years old) - and they are "embarrassing" to have these defective pieces in my home BUT why should I absorb a $1500 LOSS when they sold Defective merchandise (and they knew it. My salesperson even gave me bottles of leather cleaner to keep them clean. Hmmm wouldn't you as a consumer think they were leather! ).

Contacting the CS dept. is a nightmare - 4 months pass RTG sends me email they will offer me $400/store credit towards another purchase (from RTG) BUT The offer was only good for 60 days! No other offer would be given after this - one time offer. I read not only RTG but Kane's, Ashley, etc. all sold these pieces as leather & were made whole by manufacturer! What about the consumer??? Right now they are almost "thread bare". it makes me sick BUT I'm feeling why did I buy extended warranty, and WHY should I be out $1500+ and I don't want to ever get another piece of furniture from them! Who would trust it! If anyone knows of a class action suit please post. If not I'm filing a civil action against them, it's just NOT right... it's downright "consumer ripoff".

One of the beds also squeaks loudly when getting in and out of it. This is caused by a faulty support arm which we are now having to repair. There is a 1 yr full warranty, and partial warranty from then on. Needless to say we have had to pay for the last 2 repairs and the upcoming repair to the support arm. The workmanship is very shoddy and from what I have gathered there are a lot of complaints with broken housing and support arms that cause the bed to squeak loudly. Neither Rooms to Go or Leggett and Platt are concerned with our issues. They will not do anything outside of the warranty to correct the situation even though they are aware that the issues are very common. I would recommend that you purchase your adjustable bed from another retailer and manufacturer. BUYER BEWARE!!

I refused. I waited a couple of days and called the claims rep again, reiterating my displeasure with their offer. That was passed along to someone in the "presidential office" who said the $50 was fair. I filed a complaint with the BBB, and then the offer was made for $100. I responded that, due I time spent on this matter, and that I was requesting an amount to pay for the new box, post, and labor the amount I am requesting is $200. I had tried to be reasonable, but they have fought me all the way. I was not planning on replacing my mailbox, but now it has been damaged and requires it. They should pay for the damage they caused.

So my delivery was not fulfill at all. I have chairs to a table that is still in the box on the floors. I have a love seat which only seats two people for a family of six. This Rooms to Go company needs to be investigated at their practices, against customers who trust their contract to deliver what was purchased and that set is as they promised. Beware of this company and their lack of commitment to the customers they sell to. Bait and switch is a lie and this company will never get my business again, or recommendation. When I called customer service which is per customer care person, I could not speak to anyone that could give me any help. I have no idea when my items will be delivered to this date 1/29/2017.

We called customer service, and they said that it would be taken care of, so my husband used another vacation day the very next day. He called the next morning as soon as customer service hours opened. The bed WAS NOT put on the truck to be delivered that day they said. They could not schedule another delivery date for another week we were told. My husband was furious! After calling and complaining all morning to a rude customer service rep, the manager from the shipping department called us (very nice man named Aaron), he begged one of the RTG drivers to deliver the bed to us that day. The driver did! That driver told us that the two delivery guys from the night before probably just didn't feel like setting everything up since it was after 7 p.m. when they showed up. Frustrating to say the least.

Well it gets better! The mattress we got was not compatible with the base. It was hard, way too stiff and rigid to conform to the base to adjust properly. (Nothing at all like in showroom). We called customer service, they said that a service tech would have to come out, only that would not be for another 2 wks. Called sales person, and he said that the mattress must have a defect. We were able to get a service tech out in 1 week instead. Customer service called a few days later to say that we could go pick out another mattress at equal or lesser value from the same store, so here we were back to square one again picking out a mattress. We went to the store to look for another one that very evening, only to learn that the mattresses were no longer on sale, so that meant that we had to spend more money, so we left from the store that night upset to say the least.

I called and spoke to the store manager, asked if they would just take back the base also, since we bought a package deal, and he told me that there's not a big enough profit margin on the base, only on the mattress. WHAT? Not my fault! Also, when I asked why were we sold a Therapedic mattress with a cheap Serta base, (because we were misled by the salesman on that), the store manager said to me... "It's like when you buy a car you get different brand tires". Okay I said, "Well no one is sold a car with tires that are not compatible and then told that they have to buy a more expensive car to go with the tires!" Crazy talk! Dealing with the store manager was worst than dealing with a used car salesman! For lack of better words, he was very rude and arrogant! He even raised his voice to me!

We demanded our money back, but were told NO REFUNDS! (Meanwhile I have been sleeping on the sofa for the past week or so). RTG does not even show you what you're signing at the time of your purchase. I was told to sign electronically (on a computer) for the delivery, the salesman said! Long story short, They took back the base too, only after we threatened to get an attorney. My husband went back to the store again the next morning, my nerves couldn't take it, so he went alone. He ended up having to pay more money . Now we have spent $4,000 for a reg mattress and box spring.

Oh, by the way customer service said that they were giving us a $100 credit for our inconvenience with the delivery, and for having to take 2 vacation days from work, and that we would not have to pay the $49.99 delivery fee again. Well they lied! My husband was told that they couldn't give him the credit in the store when he went back, that a check to us was already in the mail from customer service, and they charged him another delivery fee too! It's now over one month later, and we haven't seen that check as of yet. When I call, they tell me it's in the mail, and that the delivery fee will be credited to my husband's card that he paid with. Yeah right! We'll probably never see that $100 check or the credit for the second delivery charge!

Bottom line, RTG has a HORRIBLE BUSINESS PRACTICE, and DOES NOT care at all about their customers! Only about their profits! The whole situation was crazy madness! Lessons learned... We will NEVER again make a purchase from Rooms To Go, nor will our family and friends!

10:30pm I got a call stating my delivery was on its way. I told him no. I have children sleeping. His reply - in the bed that we have to work on. I stated No I have children asleep period. Wow would think someone would allow you to deliver at 10:30-11pm at night. So I took off from my work and wasted my day for nothing. When I called to complain they just said "I'm sorry when would you like to reschedule." More time off work. 6 days later is the appointment. Don't know how it will turn out. They gave me a $50 off my next purchase. What in the world makes you think I'm going to purchase from you again. Never never again.

Now I have a couch with a middle section that tips over if you sit on it, which not very safe. Obviously they are not concerned about the safety of the consumers. The leather is also discolored in some spots, which makes me wonder if it is real leather. I have learned my lesson and I will not be purchasing any more furniture from RTG and I will not recommend them either. If you don't mind RTG's shady practices of doing business, being charged high prices for poor quality, and lack of concern for consumer safety then this would be the ideal place to go. Otherwise, I would stay away from shopping at RTG.

The driver/delivery man put together the console and left out the shelves, the glass and some wooden part that I had no idea where it goes. When I asked him about it, he said that he is not getting paid overtime, to put the TV console together and he had to leave. I immediately contacted the customer care office again and talked a lady who stated that if the TV console was one that could be adjusted then driver/delivery guy was correct. I then asked to speak to a manager, and she stated that he is just going to tell me the same thing. I then told the lady that I did not ask for any lip service and to please get me to a manager.

A man by the name of Josh ** came on the line and advised that he was the supervisor. I then asked him if he was aware of why I was asking for a manager and he responds yes. He then proceeded to tell me that the driver/delivery man was only supposed to assemble a portion of the TV console. I then asked for someone higher, and he said NO! He suggested that I contact customer care to speak with another manager, but he was not going to transfer me any further.

I then called the actual "Rooms to Go" Store (Baybrook area) and spoke with Judy/Manager who offered to have someone come back out on Friday to assemble the furniture. I let her know that I stayed home from work to get this taken care of today and not Friday. She said someone would be calling me back to discuss the matter further to get this resolved. Unbeknown to me, when my husband arrived home, he stated that there was trash all over the yard and called the local store to complain.

Next delivery date was suppose to be for today. I picked the ONLY day my niece was off and they scheduled the time frame. She went an hour early just in case to a house they aren't even back into fully living yet because they are still rebuilding the home and the inside isn't quite finished. A few hours later they call her and lie again with some BS excuse on why they can't make it in the time frame they FORCED her to take and stated they could deliver it 6-7 hours later. She was NOT nor no one else would sit in a house with nothing lights for well over 10 hours waiting late at night for some random delivery drivers when she was by herself!

I personally called and spoke to a manager Yvette who was suppose to call me back after she spoke to the "Delivery Manager". 4 1/2 hours later I had to call her and she still NEVERTHELESS spoke to them. She claimed she emailed and left them a message but never spoke to them. I asked what's a number so I can call them and she refused to give it out. She said, "I can see the delivery people are in..." and she stated the town I live in so great! Get them on the phone and I own a big truck I will go get the couch I purchased myself. She stated, "Call the number back they called you from because I can't give any extensions out."

I so tried doing that and guess what? It's the main line to Rooms To Go and "conveniently" she gets off at 7pm my time CST her time at 8pm EST and it was 5 minutes left until that time. All she did was piss me off and get me off her phone so she can leave for the night! I am beyond LIVID and want the public to know how Rooms TO GO and delivery people TREAT customers and especially how they treat someone who lost their home and every single belonging they owned during the flood. I will take my time and write a review on every site I know to bash their incompetency because they are the absolute WORST!

A couple of weeks later I got a call that a person would be by to look at the sofa. Well he came by alright and he had his dye kit that he opened up and proceeded to brush this on the places where the color was coming off. I asked him if this would work and he assured me it would. The sofa and chair were brown and the places where the color was coming orange. The color continued to come off and now I have a sofa and chair that has orange places all over it. On the arms, footrests, the back and seat. Oh yes, this American made sofa has a tag on it that says "Made IN China". Rooms to Go refuses to do anything about this. If I could give them no stars I would. I will never buy anything else from them and would advise others to do likewise.

When contacting their customer service NUMBERS (the right side of the body does not know what the left side of the body does) I was told the only way was to go to the store, talk with the salesman who messed up the order in the first place (again) to make the correction on the bill, which was less than the bad rug but still more than what we originally ordered. Sheesh! I am now convinced that he did this for earning more commission on our account. I do not trust them to do anything right anymore and propose a class-action lawsuit.

So I've been waiting since 2 pm, did not receive a call to let me know that the driver would not arrive during the originally proposed time, and there was no estimate on when they would arrive. I waiting for another 1.5 hours, and the drivers finally came. With them, they had all the pieces I ordered; however, more than half of them were damaged (nightstand, footboard, both sofa pieces). The drivers ensured me that someone would call me the next day to schedule a time for these items to be exchanged, and, understandably, did not fully install the bed because it was just going to have to be taken apart again. The next day came, no one called. I called at 5 pm to try an schedule my delivery the following Monday (3 days after the initial delivery) and no one answered. The office was closed (something I was not informed of).

Finally, on Tuesday, I was able to talk to a nice woman who was able to schedule an exchange of several pieces and said she'd mail a piece for one of them. My scheduled delivery date is January 14th - a total of 3 weeks after the initial delivery, and this does not include the additional trip that will have to be made by a technician who will install the mailed part. That hasn't even been scheduled yet. I'll likely have to take off another day of work to deal with that. On top of all of this, I called customer service several times and chatted with people online, and no one seemed to be able to help me or care that I was being pushed from one place to the next. It was like damaged goods were expected, and me spending an entire day waiting for furniture without any sort of communication regarding an ETA or even that there would be a delay in delivering outside of the originally proposed timeframe was acceptable.

In fact, the customer service representative and the dispatch woman seemed to be upset with me for questioning why I wasn't informed of these delays and requesting an ETA on delivery. So now - I still do not know when I will have all of my purchase in the new condition I ordered. I have to call customer service yet again because the fabric protection was not added to the order as I requested when I first ordered the couch and the price has dropped from 1399 to 1377 so there now requires a price adjustment because the sales associate in the store before we purchased online said that we have a price guarantee 30 days after the purchase date (if it even happens).

Speaking of the sales associates in store, we chose to order online because the sales associate in the store was so pushy saying they work on 100% commission and this purchase was her livelihood. Each associate we talked to gave us different information so who knows what is correct. This is the worst experience buying furniture, and I will never be using Rooms To Go again for furnishing my home.

Your Desired Resolution: I want the Fabric Protection/warrantee added to my couch because I indicated I wanted it and it is not on there. I want the price adjustment like I was promised, and I want all the furniture I ordered in new condition, delivered within a guaranteed 4hr window, and installed in my house at the same time so I don't have to keep taking time off work and waiting all day.

Finally, after it came apart a third time in less than six months I called Rooms To Go again to get warranty service. Again it took them a few weeks to come, and the inspector made the recommendation that it be replaced under their warranty. However a call from customer service informed me that because I had "altered" the sofa they would not honor the warranty. I was directed towards the fine print in the warranty. I did not "alter" it in anyway other than reinforce the staples with some screws. I explained that I had to mend it myself because they would not come and service it in a timely fashion, but they did not care. So in short they sell junk and use their fine print to not stand behind their products, while making you wait weeks for a service call. Don't waste your money here.

On the second delivery 3 days later the two (2) delivery personnel came into my home with the second part of my order. It was so obvious that they were in a hurry that I asked them if they were in a hurry? To my surprise he responded "YES!" and followed with "we have a lot of deliveries still". I could truly tell these guys were in serious rush mode. At this point I am pleased with the items I purchased, but the delivery process will give me pause the next time I am in the market for furniture. AGAIN... not because of product... but rather, delivery personnel.

The seller refused to release it until then. And that was it, no sorry, or "we should have called and told you, let me give you a discount for the inconvenience" or anything. Just if I don't want it now I can cancel it. It's too late to go find another one in time for Xmas and this was going to be a big Santa present for my daughter Christmas morning. Makes me want to cry it's so disappointing. I have no choice but to just tell her that the big present I got here won't be here until 2 days after Christmas. I'm sure she'll understand but it's disappointing for a child to not get their present until December 27th! Thanks a lot Rooms to Go. You suck.

I called customer service 8am which is when they opened the following day to advise them that the time frame wasn’t good and if it was possible to have the driver notified of this and possibly reschedule for a later time that day. I was told to call customer service back once I had the key to my new place and that my delivery would be placed in rotation, which I did. As the day reach closer to night I called customer service back and questioned how late did RTG make delivers and was told until the drivers truck was empty, the representative advised me that my order would be delivered that night some time.

When I attempted to make a follow-up call I was realized that customer service was now closed and my only other option was to contact the showroom where I had purchased my items. I was told that my items were heading back to the warehouse and that I would have to call back within the next three days to have it scheduled for re-delivery, which was unacceptable, considering I’m 6 months pregnant and which I conveyed this information to the representative. Her response ("well I don’t know what to tell you").

This prompted me to head over to the store the next business day to speak directly to a manager, who basically told me the same thing every other representative told me from the notes that they read from the system that was a complete crock of **, that when the delivery was attempted I wasn’t home. I’ve now been contacted and advised that my delivery will arrive December 22nd and again they can’t tell me the time frame and would only suggest that I stay home the entire day awaiting the delivery. I wouldn’t recommend RTG to anyone. They are just horrible.

I asked what do we do from here, he advised he would be turning in pictures and a report, customer care would contact us. Received a call from customer care, telling us this was normal wear and tear and not covered under the warranty. That's it, no other resolution. I've attached pictures of all the pieces where the color is coming off and wear and tear is not the problem, clearly the color is literally just coming off. The areas are all the corners and along the trim on the armrest. These areas are rarely touched or rubbed against by anyone, it's quite clear the paint and sealing process was not performed well.

When I purchased the living room set, of course they sold me on putting a sealant on the pieces to minimize damage or staining. Now they're not honoring again, the services they sell; oh... but they certainly took my money. I am not through with this company. Will be making signs and picketing in front of their establishment this weekend. Telling all unsuspecting consumers what a cheap - unethical company this is. Customer service is a joke, they place you on hold forever and even disconnect you, in the end tell you there is nothing they can do.

Forget the warranty, extra money spent to "seal" the furniture; these are all nothing but fraudulent sales tactics to enrich RTG from the unsuspecting consumer. I financed this furniture and still have an outstanding balance, ready to call a moving company and return the entire set back to RTG. Formal complaints will be filed with the AG's office, BBB and every Consumer Protection Agency available, which includes the credit financing of this poor quality furniture.

This is probably the most important thing that Rooms To Go sells from a management perspective. Salespeople have to sell it on roughly 95% of every piece of fabric or leather they sell or they get fired. Management won't admit to this but they literally won't sell you the furniture if you don't buy the "bond" as they call it. Their yearly bonuses depend largely on this one thing. So they walk hundreds of thousands of dollars every year for this one add on. Salespeople will let you "walk" if you don't buy it. They are willing to lose their commission to keep their percentage in the near perfect category so they won't be punished by having to go to "school" early on a Saturday that they have to work 12 to 13 hours or ultimately lose their jobs. I have heard management tell salespeople to get rid of the customer if they are not willing to buy it.

Is it worth the extra $200 bucks? Depends... I have seen the "bond" applied to the furniture in the warehouse. "Bond" is a very strong word for what they do. An employee uses a wand to lightly mist the furniture, most of it probably evaporates before ever touching a sofa. Yet I have heard salespeople say that this is like having a Teflon coating on your furniture against stains. If you are wanting this to protect against stains it's worthless in my opinion.

However... If you ever have any problems with your furniture, even if it is covered by the standard one year warranty. Don't bother calling the store if you did not buy the protection. Because when the salesperson goes to the manager to see about fixing whatever problem you have product, delivery, or otherwise. The first question the manager asks the salesperson is not what has to be done to rectify the situation, it's "did they buy the juice?" If not, call the 800 number and deal with customer service, which the manager knows is not at all customer service (but that is for another post).

So if you want to buy this insurance policy so you won't be shoveled along the bureaucracy which is Rooms to Go customer service. Go ahead. As for the leather protection, everything applies except they do nothing to "bond" the leather, all you are buying is a lifetime supply of leather conditioner. Which I can almost guarantee unless you condition your sofa set every day you will not spend $200 on leather conditioner in your lifetime. Almost all of the furniture sold by RTG is low grade, foreign woods and stains. The stains will eventually "bleed out" and furniture appears discolored. This is due to the "imported woods" they like to advertise, which is cheap wood from China-Vietnam-Malaysia (Timber Industries, Green River, Kaiser Furniture Wood Furniture, Holland House, Great Veca (primary supplier to RTG)).

She said the Manager Mark would contact me later because he was on the floor assisting customers. On December 12 I attempted to contact the store and spoke with Manager Jeff at the Lithonia RTG. He advised me to come into the store to get my refund when I arrive later. That evening I was told that my ticket needed to be released in system in order to be refunded and that it would be available on 12/13/ 2016 in which I contacted customer service and was told that it would take another 48-72 hrs before the system cleared. This is the worst customer service and delivery experience I have ever had. Then people at the corporate office would not let me speak to anyone but the call center representatives.

To make things short, I was never told the delivery date had changed to Jan 31st of 2017!!! Before cancelling the date delivery I would presume that any smart person geared towards customer service will confer with their customers whether or not we should push through with the delivery which is almost 2 months later before cancelling an earlier delivery. The customer representative I was speaking with today was as incompetent as the previous one I had spoken with. I have never dealt with a company that will ignore their customers and do whatever they want without informing their customers. Whoever is in charge of customer service needs to overhaul their front lines.

When they were tearing down the last item we had noticed that something was not correct. They had two right pillar shelves instead of a right and left pillar shelves. I was really annoyed that this had happened but I knew they only deliver the items, they don't load the truck. The one guy said that customer care would be calling me in a few minutes to confirm everything. I kind of rushed that phone call and called them myself to have this issue resolved ASAP. The lady I spoke with was very kind and understanding of my issue at customer care and she was professional in every way. She gave me options to have the mistake corrected. Since the options were not acceptable, times and dates, due to my family's tight schedule I told her I didn't find those options acceptable. I wanted the issue to be resolved that day right now. Why should I have to wait till next week to have a warehouse person's mistake corrected when I was not at fault?

So I requested to talk to a supervisor. She put me on hold and would check back with me every few mins to let me know that she was waiting for the supervisor to become available to speak with me. The last time she came back online she stated the supervisor requested that I leave my number and the supervisor (Tiffany) would call me back when she was off a call. Tiffany called me back at 6:47pm to discuss my issue. She was very professional and kind and understanding (great customer care team). Since it was approaching 7pm I knew my option to have it resolved that day was not going to happen. The only other options at that time was to have the problem corrected Saturday since that is when I am home again and I could take delivery again.

Also that since the delivery was late and I had to stay at home for additional two hours (lost wages where I work) and the order was not correct, that I am requesting a credit on my account for $300.00. She responded with that they could not compensate my lost wages nor could she credit my account $300.00. She did offer to have it delivery done on Saturday and she would refund half of the $89.00 delivery charge. I asked her why you couldn't do the whole delivery charge due to the inconvenience that the warehouse has now caused me. She replied to the effect of, due to we have to come back out again to correct the mistake.

At this time I have accepted her option to half of the shipping charge refunded. So I can at least get the ball rolling on getting this resolved. This isn't my fault that this happened. I was not the one who didn't pull the correct items from the warehouse shelved from the state-of-the-art Rooms To Go distribution center. Someone didn't do their job to a 100% and now you have a returning customer on the edge of just returning the product and shopping elsewhere. Since I don't have a complete entertainment set up assembled in my house I have the top piece is wrappings and sitting on my floor in the way of walking. I have three kids. With it not assembled there is a risk of them pushing over the pillars and also climbing all over the overhead piece. I don't have anywhere else to put it at the moment to get it out the way.

I am requesting to have the piece delivered ASAP before 11am before tomorrow (12-7-2016). Also I want a credit of $300.00 on my account for the inconvenience you (the company) have caused me and the having my wife yell at me to have this fixed. I have contacted the store to help resolve this issue. Jamar I spoke with last night at 7:41pm. He was going to try to get with someone named Amanda to try to help resolve this issue. He said he would call me back last night or today (12-6-2016) to let me know of the progress.

I don't know what kind of check and balances you have at your warehouse but it has failed. I am sure you are a company that tries to achieve 100% accuracy when delivering. I work in customer service and we go out of our way to make sure everyone is taken care of. Whether it was the small guy that spent $1 to the big customer that spent $100,000 with us. I would expect more from a company that claims to be Americas #1 independent furniture company.

Needless to say, Rooms to Go is a disaster! We requested on several occasions to speak with a manager and each time they say "we don't have a manager here at this time." If that's the case, then who is "managing" this awful company? It's no wonder why they have a 1 star review. I just wish I would have done some research before even stepping foot into a Rooms to Go. So here we are with a severely broken dresser still sitting in our bedroom and no replacement delivered yet. After reading all these reviews, I can't figure out why Rooms to Go is still in business.. I will NEVER step foot into another Rooms to Go again. We have every intention on seeking legal counsel as well as filing a claim for the damage to the walls.

Called Customer Service and spoke with someone who told me that I would be receiving a replacement on December 16th. Now keep in mind that today is December 2!!! Therefore, am I suppose to seat my family and guests on the floor? I called the store where I purchased this DEFECTIVE piece of junk and spoke to an absolutely the most rude customer service representative. When I asked if I could have an earlier delivery date or anything to seat my family and guests, she suddenly got very angry and acted like she couldn't "understand" me. This is unacceptable representation for this company. This very hostile woman works in the North Charleston, SC office. She refused to transfer me to a manager who was not so hostile yet she acted like she couldn't understand me. Did she suddenly forget the English language? Anyway, at all costs, avoid this company like the plaque. Like I said my love seat literally fell apart at the seams!!

When 8pm came around, I decided to call, knowing that Rooms To Go stated that their delivery truck had until 10pm the day of delivery to deliver. I made a call around 8pm asking if the order had been close, as I have to drive back to my new address for work. To my surprise the rep stated that it had been cancelled!!! I asked her why and she stated that I had to verify who I was, which was why it was cancelled. I explained to her that I had done that the day before and was told that my item would be delivered on Mon. She then assured me that she would forward the message so that someone would reach out to me the following day.

On Tues 11/22/16 as soon as I was on my way to work, I didn't want to waste another moment just in case there was a chance of me getting my furniture soon, so I called. Still no verification and I kept getting transferred to different people. It was told to me that my furniture wouldn't be delivered. I am beyond pissed at the moment because I have family coming over for Thanksgiving and I have no place for them to sit.

My uncle is coming and he just had heart surgery!!! I am literally crying right now because hadn't seen him in a long time. I have no place for him to sit. Sitting on the floor is too much of a strain and for someone to basically inform me that its my fault because your rooms to go replied to me isn't fair to me! In any other scenario, I would be fine, but what the heck am I supposed to do. My funds are tied up so I can't even try and to make an attempt to purchase furniture from somewhere else. It may not be that much money to you, but I opened up a line of credit with your company. How could you take money out of my account, send the credit card in the mail and not deliver the furniture. I must have some type of trust in your company because I opened up a line of credit with you guys. I honestly, like your furniture.

My next question is what are you going to do about this because this is an inconvenience for me??? This was very unprofessional. The rep I spoke to the first and the second time should've just told me that I would have to speak to the verification department before assuring me that I would get my order. What am I supposed to do with my family??? I don't know if I will ever do business with this company again. The last rep stated that there was nothing that she could do because the date has already been gone!!! What kind of person says that to a customer that has been mislead?

I think if a company screws up they should try to help the customer out and accommodate them, except they think we should accommodate them. So after several calls and rude absolutely no help from the representatives we had to wait until the following Friday to have another delivery. Keep in mind my daughter could not sleep in her bed because it could not be put together. My husband had to take off another Friday from work to get the rest of the bed and one of the dressers because the Chester drawer was in back order. So they made another delivery and we asked to be first to deliver to so he could go back to work. They were gone by 10 which was great and we got the bed together and the one dresser. Because the Chester drawer was in back order we had to take yet another day off work to accommodate them, not the other way around.

So here we are the 3rd day off work to get the last piece of furniture. I told them I would need to be delivered to first, which I thought they noted the file but I guess not. They were suppose to come between 9-1. Well at 10 am I knew they did not have me first because all the other times they had come and gone by that time. So I called and sure enough they had two stops before me. I wasn't happy. I had a dry spot later that afternoon and we all know if they say by 1 it is never by that time. I called at 12 and the representative tried to tell me that I had two stops in front of me and this was what they told me at 10. So 1 comes around and not there. I luckily was able to get my father-in-law to check me to the house and sit and wait because I had to leave.

Well it is 2 pm now and still nobody. This company had the most horrible customer service and they say they do business. This account is under my father-in-law's name because they wanted to buy their granddaughter a bedroom suite. They have had 30 purchases prior to this and each delivery was either something missing or broken, same as mine. This is not acceptable to have it done every time they come and they expect us to accommodate them. Again horrible customer service. Excuse typo. Typing from a phone.

I want everyone to know that the level of customer services you receive from them is much different after your warranty is up. I'm not blaming them for my mistake of not doing my due diligence of making sure it was leather. WHAT I AM COMPLAINING ABOUT IS THE LACK OF CUSTOMER SERVICE. I have never written a review before but I am so shocked at the lack of customer service that I experienced.

I went into the store and couldn't really find anything equivalent to what I had purchased initially, so I opted to go with the Bonita Springs couch and loveseat in beige, and the ottoman from the Provincetown collection. That cost me $450 for the couch, $430 for the loveseat, and $350 for the ottoman. Because I still had credit because my initial couch was over $2k, I was basically forced to purchase more furniture. I ended up purchasing a dining room table and 4 chairs with 2 bar stools as additional seating, even though I really didn't need it. Then I was charged an ADDITIONAL delivery fee because you are charged a delivery fee for each "room" that you have furniture delivered for. Dining room table, different room. So I ended up paying an additional $125-$150 over my initial $2500 for the second delivery charge.

The delivery was fine, I had no issues. But here we get to my problem; I have had this couch a little over a year and the cushions have lost their shape and the frame of both the couch and loveseat are falling apart! Pieces of the frame have started falling off. We flipped the couch and tried to brace the frame a little better, but it really hasn't helped much. When we opened the bottom the first time, a huge bolt fell out of it and we can't figure out where it should go. Also, when inspecting the inside of the couch, I saw that the arms of the couch were nothing more than corrugated cardboard! I'm sorry, but for a couch that cost me almost $500 and a loveseat that was almost as much, the frame should not be falling apart just a year after purchasing it.

I will now have to purchase new furniture again this year. My last furniture lasted almost 10 years, by the way, so it's obvious that the furniture at Rooms To Go was poorly made. I will never again purchase a piece of furniture from Rooms To Go. Their poorly made, way overpriced, not at all comfortable furniture and horrible customer service just isn't worth it.

We purchased the sofa, love seat and chair with ottoman. In order to receive any compensation, we would have to turn in our entire set back over to them, repurchase new furniture, spend more money because what they offered won't be enough to even buy the chair alone, and repay for delivery. When you ask them to just repair what is going wrong, they say they won't do that. I will never recommend nor buy another item from Rooms to Go.

We called customer service to explain. Well, the next delivery we notice the headboard was cracked again on a different bed. There were several things that went WRONG with this delivery. We had to cancel half of the order... Rooms to Go lost thousands of dollars due to this situation. We are currently waiting on a table to go with the four dining room chairs that was delivered early... we will not get the dining room table Dec 2, due to back order which was told to us one day before delivery of the chairs. This is "POOR" customer service.

This piece was not abused. It was cared for with the spray as recommended. As this problem never has occurred on the rest of the sofa, I believe there is some type of defect with that piece. I could not recommend anyone else purchase anything from your store. If I had known that you did not stand behind your products with obvious defects, I would never have purchased from your store again when we had purchased a King set of Tempur-pedic mattresses with adjustable frame. We sent pictures to your Customer Service department to no avail. This was not our first purchase, but it will be the last.

What happens is the furniture goes back to the warehouse and the next person on the list who ordered the same furniture gets it--not me. I have to wait another two weeks. Is there a refund--80% because "I am canceling my order" NOT that Rooms to Go made a mistake in delivery instructions. I am really upset about their customer service and I would never purchase anything from them ever again. I just hope everyone reads this and takes it into consideration. You have to cancel your order within 48 hours of purchase to get a full refund, notwithstanding you haven't even seen the stuff you purchased, except the floor model. Very bad business.

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!

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.

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.

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.

Original Review: Oct. 12, 2016

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?

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.

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!

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!

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...

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.

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.

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!

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!

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.

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'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!!

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.

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 don't think it is fair for the consumer to get stock of something that you don't want or change your mind. When you go to store and look around; this sales people will tell you every sweet talk they have for you to get fooled to buy there their product. I didn't even see our feel the product when we went to the store because they don't have it in display. I will never again buy anything with Rooms To Go and I commend you people to not to buy anything from them or get fooled by them... I hope this will goes up to the higher power and take care what needed to be taking care of.

A week goes by and no response. I have my wife call and they tell her that the need to "re-assess" the measurements, that it's not bad enough yet. Then they tell us that it will be another month before a tech can come out, and when that day landed while we will be gone, then it became two months out. How frustrating! Look at the pictures and tell me that this is OK. Rooms-To-Throw is crap. Stay away from them, they sell junk and won't stand behind their product. I hope the whole thing burns to the ground. Now I'm out $2000 for a junk mattress and going tomorrow to get a real one and NOT from Rooms to Go!

Customer Service was a joke. I was told that they delivered the furniture even if it was not where I wanted it. I had to hire local help to get furniture moved into house. I will never buy anything from Rooms To Go again. All my friends and co-workers have said they would never buy from them also. My mother was planning on re-doing her whole house, but after what she witnessed, she said she will be going somewhere else as well.

UPDATED ON 08/20/2016: I submitted a complaint last week. Trying to communicate with the Rooms to Go customer service department is worse than communicating with the delivery department. They responded to my complaint asking for information about the order, which I quickly sent to the email they provided. After two days I called and they said they had not received it. Then they emailed back to say I did not provided enough information although I copied the order number and dates and store, etc.. So today I scanned the receipt and emailed it. I am not optimistic that a response will be received.

I strongly believe that this underhanded tactic was used to just make the sale and nothing more. This is the second time I've had an unpleasant experience working with RTG and refuse to spend any more of my money with this company. I'll be closing my account as soon as I'm done. I STRONGLY recommend that ** be given a refresher course on how to relay CORRECT information to potential customers. I'm more than certain this complaint will fall on deaf ears, as this is a corporate business, and could care less about the 1% and they have already made the sale.

As you can guess, no one got back to me so I called customer service to find out that there had still been no resolution and she would have to call me back. Later she called back to inform me that "my warranty was up and there was nothing they would do". She also went on to tell me that "they sent out a technician as a courtesy to me since it was outside the warranty period." It was also brought to my attention that the technician told her "the couch was broken by the customer from overuse." Interesting because the conversation that took place in person was completely contrary to those words.

After being transferred to three different individuals, the last gentleman I spoke with continued to inform me that they were not going to do anything and that he was corporate so there was no one higher I could speak with. I not only will never purchase anything from Rooms to Go again, but their lack of customer service is disgraceful. For a $1.75 billion dollar company, the least they could do is stand behind the products they produce and or sell daily.

Our problems extended from delivers/assemblers not having the proper hardware, brackets and/or screws to assemble furniture items purchased when delivered. Which ultimately resulted in the movers/assemblers having to leave large heavy boxes in the middle of our floors for over a month and a half. It took quite some time for Rooms to Go to figure out what hardware was needed. After a few called corporate had the much needed parts shipped overnight. The overnight shipment parts made it to the residence almost a week later. When the assemblers arrived to put the bulk item together, they discovered that the wrong brackets and screws were sent. Another attempt had to be made to obtain the proper parts, which during that shipment, the items ultimately became lost in shipment. Eventually the shipment arrived and they were able to complete the jobs.

My wife convinced me to make another purchase a few months later with Rooms To Go, because she wanted some items to match. The fiasco continued, from our furniture/merchandise items repeatedly arriving at our residence damaged and destroyed, to dealing with the Rooms to Go Cooperation team and local store managers and sales reps. With this organization our experience was Everyone Seems to Blame Everyone Else! Or “Sorry we apologize, we can’t help you, let us get you to someone who can” scenario. If I contacted the local store we purchased the items from, they would tell us, “It is out of our hands” and “Please contact Corporation for a resolution.”

After contacting corporate, they would let us know they will have to contract the store. The reason being, because that was where we bought the items originally. The movers would often blame the Rooms To Go warehouse loader employees. It was mentioned to us by a few of the employees that the Rooms to Go distribution center and local store would often use untrained day labors. These workers would often load the trucks and items are more often than not would be delivered chipped, scratched, broken and severely damaged. Our final time dealing with Rooms To Go was when we purchased an entire bedroom set at the local store. It consisted of a three piece bed set, dresser with mirror and two night stands. It took Rooms To Go and the contracted mover company Five (5) attempts to deliver the items.

With every delivery there was something either cracked, broken, chipped, kicked in and/or totally destroyed. When contacting Customer service, in the beginning they would say that they could not give a refund, so give them another chance to fix the wrong. We gave them one final chance to rectify the calamity. As expected the item was cracked and broken. That was the Straw that broke the camel’s back. We were done with Rooms To Go.

Overall my wife and I have spent thousands of dollars with Rooms To Go but never again. At first Rooms To Go corporate did not want to give us a total refund for the bedroom suit. Corporate insisted they would take back the dresser because that was the only item after five delivery attempt that was always continually damaged. We pressed the issue for a full reimbursement, because we purchased the entire bedroom suit as a bundle. If one item goes back, it will all have to go back. At a few debates, in the end we were able to obtain our total refund.

I swear there must be a policy at Rooms To Go. If the representatives can help it, try never to give a refunds by any means. Lastly, we have been thoroughly disappointed with Rooms To Go over-all. We have been dissatisfied with the customer service, the furniture quality and the misrepresentation. In my opinion, I would suggest going elsewhere with your hard earned dollar to make your home furnishing purchases.

Rooms to Go has officially lost all of my future business. I spent almost $5,000 on this order and their customer service treats you like garbage. The rep made it sound like he was doing me a favor with a $25 refund. After I spoke to store manager he gave me $50 with no questions asked. I told him it was stupid that I had to call the store directly to get a reasonable refund on my failed delivery. He was professional and courteous, but basically said that customer service has a script and refund parameters and the squeaky wheel gets the oil. So basically I have to be a nuisance to get the refund I deserve.

Received a call from customer service stating that warranty would not cover any of the issues that were reported. When I advised them of what the tech said to me they called him and his response see was "I never said that" and "she never showed me where the staples were coming out" (which of course I did). I repeatedly asked how this could not be a defect and she would not give me an answer. I then called the actual store I made the purchase from and he was kind enough to read the entire report to me. In it, the tech said the damaged was caused by pets!!! I have a cat who has no claws!!! How is this pet damage?! I have the extended warranty as well as the 1 year manufacturer warranty and neither will cover the clear defects in this furniture. Do NOT PURCHASE FROM this COMPANY, they will NOT STAND behind their products.

He says, "Well, I said I was sorry ma'am, but it won't be delivered tomorrow. We can set you up with express delivery for Monday or if you want to wait for regular delivery, it would be Thursday, August 11th." I canceled my order with that R2G store because I didn't want him to get commission on my sale since he was unhelpful. The next day, I went to another R2G, got help from another salesperson who actually got my order correct and set up express delivery for Monday.

The bedroom set was delivered around 3:30, however, the bed was defective. The slit where the bed railing should fit into the headboard had not been cut out on the right leg of the headboard. They would have to deliver another headboard. The new headboard could not be delivered until Wednesday though since it was now after 2 pm. And since it was another express delivery someone would have to be home between 7 am and 10 pm. Also during this time, I inspect the rest of the furniture and notice that three of the dresser knobs are cracked in half. I call and arrange for them to send me new knobs. You would think that was it, wouldn't you? Well, you're wrong...

Here comes Wednesday, Aug 10. My sister sits at my home all day waiting for the Rooms To Go truck. Around 5:30, they call to tell her that the headboard would not be delivered today because it was placed on the wrong truck and was sent in the opposite direction from where I was. I would have to call back in 2 business days to set up a new delivery time. Not, that the bed would be delivered in two business days... No, I can't even call to set up delivery for two more days.

Well, I called anyway and told them how unacceptable this was. I asked to speak to a superior because I really hate to unleash all of my frustrations on a hapless customer service person. Well, instead of forwarding me to a superior, he comes back and says he can go ahead and set up my deliver date... "How does Thursday, August 18th sound?" "It sounds like you need to get one of your superiors on the phone like I asked you to. I am not waiting another week for furniture that was supposed to be expressed delivered. That was not delivered because of your company's ineptitude!" So, he comes back again and says, "I can set you up for this Friday or Saturday." So, I choose Friday. Once he has it set up, he says, "I will keep an eye on your order and call you on tomorrow to let you know if they can deliver it on Friday or not." I swear I feel like I am being punked!

The technician proceeded to tell me that the broken part was my fault but that the company would decide what to do and give me a call within 5 days. 2 weeks later I had not heard back so I called customer service. I spoke with a supervisor who told me the broken mechanism was "customers fault" and they wouldn't be doing anything to fix it. I requested to speak to a manager and was told I would get a call back. One week later I get a call from customer service to let me know that they have reviewed the technicians report on my love seat and determined they will replace the mechanism under warranty. I was very confused but pleased that it was being fixed.

Now, not even two months after having the reclining mechanism fixed, the entire arm of the chair is flopping off and the recliner is very hard to click back into the couch. Overall I am extremely unhappy with Rooms To Go. The quality of the furniture is crap, for lack of a better term. When I spent $1600 on couches only 14 months ago I thought that I was getting something that would last me at least 5-7 years.

I am now in the process of looking for new couches because these are falling apart. Rest assured I will NEVER buy from Rooms To Go again. Not only was speaking with customer service painful because of how clearly uneducated the representatives were but the quality of the furniture is terrible. After speaking with multiple friends and family members I was informed of many other negative experiences with this company. I wish I would have done more research before buying from them.

Months past I'm getting really close to finish paying my bed set. Set day for pay off was for August 4 but by the end of July I noticed again my nightstand was also damaged. So once again I'm calling CS to send out the technician again to observe damage. But this time I had asked for him to observe all the furniture being this is NOW the second time I call to complain. Set appointment was set 2 weeks later. Being my pay off date was coming soon. Tech comes sees damaged on night stand but wow. There were more damages than what I thought. My headboard was split in two places. My front panel also had a split. My dresser had scratches and I also had a bubble on the dresser. Wow!

At this point I was upset but put my faith in the tech to get everything replaced BRAND NEW. My dresser, front panel, headboard, and nightstand were all being replaced. That's a relief, right. Lol well hell no it was not. Yes they replaced everything as asked. But just to bring everything back to having a far more worse of damages. At this point I'm pissed upset and I'm also fighting for my refund as I am no longer a satisfied customer even if they replaced the furniture again for the 3rd time! I would not recommend Rooms to Go for anyone! At all this place is a joke and should be shut down! End of story!

I then had to reapply for credit with them, and I was approved for less than my original account despite never having made a late payment. This time, I asked an associate to show me only REAL leather couches that would not peel. I was also told they came with a good warranty against that after explaining the previous situation. Once again though, the leather is peeling in places that are rarely even sat on despite the fact that I bought a much more expensive couch and treat it with leather conditioner.

I called customer service and they said there isn't anything they can do. I just bought my dining room set from them and I still have a few payments left on the couch which already needs to be replaced now. I was about to purchase my children's beds from here next month but obviously THEIR CUSTOMER SERVICE QUALITY IS AS CRAPPY AS THEIR FURNITURE. I will not be doing business with them anymore.

RTG has taken responsibility and quickly resolved my issue. I'm very happy with the resolution. Thank you RTG for doing the right thing and for the wonderful customer service I received from Milli. RTG has become a staple in the home furnishing community and once again thank you.

Original Review: Aug. 3, 2016

When I purchased my Rooms to Go furniture, I was excited about my purchase and I loved the salesperson. About a year after the purchase the arm to my furniture fell apart. Then three years later the furniture is cracking up, they even told me to put this leather cream on the furniture and it even made it worse. They want to offer me 500.00 for my furniture, that I paid over three thousand for. What a crock. We need to find an attorney and file a class action against Rooms to Go in trash. I'm disappointed in the quality of furniture and misrepresentation.

Now if Rooms to Go hires these type of people. Always triple check your sales order because once it's in your home/business they are not taking it back. So I say this to all: Check the furniture while it's in the truck because once it comes off the truck it's no going back. Make sure they have what you order, or in my case, expected to get. Check what they have for you in the truck. And if anything is broken, tell them to take it all back when everything is in tack. Rooms to Go at 19250 Gulf Fwy, Friendswood, TX 77546, Phone: (281) 990-8168, are liars and clueless

So basically, when your warranty expires after one year and something goes terribly wrong with your furniture you have to pay for someone on your own to repair it or figure it out yourself. This is so unfair. I was even willing to pay for the part but I was told that they couldn't help me figure out which part I needed! In comparison, I've had a printer/ scanner for many years and every time I call brother customer service they help me with my problem over the phone: But Rooms to Go is a rip off because their furniture is not built to last and is cheap and I think they charge way too much for the low quality that you get. I live in VA and there is only one store in the whole state which I didn't know. There is only one repair person for the whole state.

I placed my order online and when I spoke to the manager in the Richmond store, I was told that if I came into the store I could have purchased a three year warranty which was not offered to me online! I was told it was for the kid items only and I don't think it's fair that I wasn't made aware of this because I would have purchased it. What I'm most upset about is that the dresser drawers are made to NOT come off, so if something falls behind inside the drawer you cannot get it out! I tried to find a way to pull the drawers out by wiggling them and looking with a flashlight Underneath and there is nothing there that allows me to pull the drawers out! This is absurd!

So now my husband has to try to take off the entire back panel and take the heavy mirror attached to the back of it to see what the problem with the drawer is. I'm so disappointed and frustrated with the fact that I'm getting no help from customer service--I feel like I've been kicked to the curb after spending a good amount of money on such a low quality product. I would like to warn others about this business's practices so they don't waste their money and time.

I left work a half hour early so I could be home by 4 PM in hopes that they would be on the early side of the window. By 5 PM. they were still a no show. I received a phone call advising me that the truck was running behind and the new window was now 8-10 PM, and the driver will call me with an update on the time frame!! I have to be up to work at 6 AM so needless to say I am less than enamored at the fact that I will be getting a delivery at 10 PM!! It is now 8 PM and not only are they not here yet, but I have not received a phone call either.

Then the fastened cushions on the back started tearing loose at the seams, the upholstery on the cushions started wearing, the foam in the arms and the cushions started breaking down, and the springs started popping when you sit down, plus all the stains all over. A technician came out again, spent 5, that's correct, 5 minutes in her home, took pictures, said he couldn't fix them and would have to have someone from Rooms To Go call her within 3 to 5 days. She had to call them back and they said the technician wrote in his report that he had fixed everything, including replacing the broken springs, sewing up the rips, and removing the stains. ALL IN 5 MINUTES!!!

She told them nothing had been done so they sent a technician and a supervisor out. They also were there for a few minutes, took pictures, said they couldn't hear the springs popping so I sat on it and had the technician listen to the popping, they said they couldn't fix the things wrong and rooms to go would call back in 3 to 5 days. Again she had to call and they said the technician said he didn't hear the springs popping and all the damage was due to the customer. The cushions were ripped because of pets jumping on the back. NO PETS! Oh, and the stains aren't covered under the expensive extended warranty because they were caused by the customer.

Apparently the coverage you pay for at the time of purchase is different from the coverage you have to purchase by phone? The customer service manager said that she can only go by the technicians reports, so in other words, they can lie their way out of any warranty they have. In my opinion Rooms To Go should be renamed Rooms To Flee!!!

I understand that refund request without legitimate reasons is not acceptable in the outlet. BUT! It was not ME, and the product came is no longer the same product I ordered. It is totally absurd as I didn't even use the product and the product came with damaged. I think that I have a right to be protected and they are doing completely wrong. I hope that no one has the same experience and wish this resolve in a right way.

Second issue, Been waiting on furniture to be delivered for six weeks. Got two emails from rooms to go stating that we had a 4 hour window from 12-4. After no show, I called the customer service number and the store. Customer service said that driver was behind and that we would get a call when they were on their way. I called store and Diane at the Cooper Street, Arlington Texas Store said that it was an all day window and that the 4 hour window was a curiously window.

I said that they really should tell the customer before they purchase the furniture. She said it was on the receipt. Again they should tell the customer before they buy the furniture, wait 6 weeks for deliver, and pay $130.00 for delivery. Had I known this I would had gotten a Uhaul and picked it up myself. The 4 hour window isn't a courtesy if they can't deliver during that time. I would think that Rooms To Go would deliver furniture to the customer that has been waiting 6 weeks before the customer that has been waiting less time. It is now 5:00 pm on July 16th and no call, and no furniture!

Well here we are, my daughter spilled a little bit of her medicine over the dresser and when she went to wipe it up, it faded a little of the finish away. About a quarter size area, not much damage. No worries, I have the extended warranty I said! So I called them up and told them my story and asked to make a warranty claim. They practically laughed at me stating first, Rooms to Go is not the warranty company - it's a 3rd party; two - kid accidents are NOT covered anyway they said. What a ** JOKE!

Now, after calling back and forth between Rooms to Go and this clown tech wannabe warranty company, I'm pretty much giving up. What a waste of money. What a waste of time dealing with these clowns. What a freaking joke. I will now swear off Rooms To go, advise all friends and family to stay away from this crappy, lying, no good for nothing place.

The associate stated that they re-stocked all the items when we missed our pick up day and other customers received our items. She stated that the sales associate should of explained at time of purchase in which he did not state nor is it written on the agreement on the back of the sales receipt. Therefore, since RTG was silent, I requested if they could either give us a discount for the inconvenience so we can use that money towards renting a trailer to haul the remaining pieces when ready or cancel & refund the entire purchase.

The associate spoke to her manager and he/she would not agree to the discount and stated that we would only be refunded 80% as it was not cancelled within 48 hours of sale which is written on the back of the agreement. The manager stated there is a 20% re-stock fee. However, there is nothing written about a re-stock fee of 20% on the agreement. The manager should have honored the silent agreement and simply given me a discount for the inconvenience to keep me as a satisfied customer as it does not reflect that items will be re-stocked if not picked up nor does it reflect a re-stock fee or in reality held onto the all of the items. Click "send".

Today I get a call, they are now not available at all. The lady said, "I was doing you a favor" and that's is normal wear and tear. Well I feel screwed. We even had already posted them on craigslist and Picked out a new set from them. In the process we looked at all the couches that were just like mine with different upholstery and they all had the same issue. In their show room that's normal wear and tear, not for a family of three, two adults and a young adult and we are hardly home. She then said basically, "Oh well have a nice day, its normal wear and tear". Hate to have her job telling consumers to go screw themselves in a nice way.

By the way this is after buying a expensive kitchen set at $1727.41, $3700.00 master bedroom set, and a full size bedroom set at $1605.00. Plus I bought a wall unit at $699.00, then the couch love seat tables and lamps and went back for a $370.00 mirror that looks great with that couch and table set. Also I'm sure they don't even care that all the furniture we replaced was purchased through them as well. Very disappointed consumer.

Upon their arrival they made it clear that they were dissatisfied with having to take the furniture upstairs to our game room. We were able to get them to take the 2 smaller pieces of the sectional, 2 end tables and 2 lamps. However, they flat out refused to take the larger piece up the stairs. They said they would not be able to take it up the stairs, it was too big.

My husband offered to wait for them to call and get an additional person to come and help them take it upstairs. They said they couldn't deliver it upstairs without damaging our wall. If we wanted to sign a waiver relinquishing them from the damage they would do to the wall then they will take it upstairs. This was not an acceptable solution for us. There only other solution was to load it back on their truck or put it somewhere else. He also stated me that they were not required to deliver items upstairs, and that the sales guy was telling me that just so he could make a sale. He also informed me at the time that if he took it upstairs and did damage to our wall he couldn't be able to work for 5 days and he just really didn't think he could do the delivery without doing damage.

We asked for their names and to speak to one of their supervisors. They would not give us the phone number, nor would they give us their names. He just kept saying we're with Rooms To Go. We specifically asked for their names and he kept replying we're Rooms To Go. After almost an hour of trying to come up with an amicable solution we had them store the larger sectional piece in our garage. When they were taking off the plastic wrap and the blue moving blanket I noticed there was a black mark on the top seam of the sectional piece. I wanted to indicate the mark on the delivery paper and also to make note on the paper that one of the pieces was delivered and put in the garage upon refusal of the delivery team to take it upstairs to the game room. He said I did not have to sign the delivery paperwork.

As they were preparing to leave I asked 3 more times for a supervisor's phone number. Instead his partner got on the phone to talk to the dispatch department. I don't know what was being said, I don't speak Spanish. They got off the phone and he said that I didn't need to sign the delivery paperwork. I told him again that I wanted to sign the paperwork and I also wanted to express the dissatisfaction on the paper and indicate that we view it as an incomplete delivery. I also asked that he write his supervisor's phone number down. He refused to hand the paperwork to me and told me his supervisor would give us a call. She called within a few minutes of them hanging up with them.

When we got the call from his supervisor, she would not talk to us about the delivery. She was only calling to get a verbal verification that the delivery was complete, which we refused to do. She finally told us if we had problems with the delivery we needed to contact Customer Service. During the time of the call the delivery people got in the truck and left, leaving my husband and I to pick up the pieces of plastic bags and styrofoam trash off of our yard and out of the street in front of our house. While we were picking up the trash, we heard, then watched them drive the delivery truck into the top branches of one of our neighbor's trees.

When we purchased the sectional we made it clear that our game room was upstairs. Our salesman indicated that was not going to be a problem. He asked us if our house was a newer build and we told him that our house was just built and that we have very tall ceilings. Our movers had no trouble moving 1 full bedroom suite and 2 queen sized bedroom suites upstairs. I measured from the top step of the staircase to the ceiling and it was more than 120 inches.

We have purchased furniture from Rooms To Go in the past and we were very satisfied with the furniture and the delivery. I am very shocked and disappointed by the way we were treated by your delivery people and the dispatch customer service supervisor that called. I would like to understand from Rooms To Go what changed from the time we purchased the furniture to the delivery date. Do your salespeople tell people what they want to hear even if it is untrue just to make a sale or are your delivery people not equipped to do their job? If you could also outline the steps I would need to take if I choose to return the furniture.

As we furnish other rooms in our house we will choose NOT to do business with Rooms To Go. I am sure you could understand my reasoning when we pay in full for our furniture and when it is delivered we are treated rudely and end up having one of the main parts of the purchase sit in our garage not in our game room. Instead of enjoying our purchase, it sits where my husband's car should be parked and now I am left sending an email to you and wondering what in the world I am going to do now.

I would like for you to consider using my experience as a learning opportunity for your employees so this won't happen again to another unsuspecting family. Also, as a SAFETY issue please consider requiring your employees to give their names when asked by any customer that is receiving a delivery. Especially when they do not wear name tags and their names are not located on any paperwork or text notification given to customers in reference to the delivery. This is a huge safety issue to me since we are letting strangers into our home where we also have two children. Thank you for your time and I look forward to hearing from you.

They sent someone out, he took some pictures and from those pictures they determined it wasn't a manufacturer defect!! My husband has been painting for 29 years...it is absolutely a defect on the stain. I called and asked that a supervisor come out to see for himself. He tried to say we must have used fishing lures with petroleum on the table! What?? "No, we only eat at the table". He then said that he couldn't say definitively what caused it to happen, and when I asked him what that meant he said he couldn't explain it. So, I verified that it could be a defect, he said he just didn't know. Again, more pictures, and from these they decided it would not be covered. I am beyond livid. I love the Rooms to Go idea, but am never going to buy from them again. Rooms to Go should really try to improve their lousy reputation, but unfortunately because they are only in it to make money I don't think they will.....

First, our couch literally fell apart within the first month. When we sit we hit a board, I was cleaning under the cushions and a staple literally snagged me and cut my hand open (thank God it was my hand and not my son's). None of the cushion linings match up and the cushions/pillows are constantly "falling off" the frame of the couch, not to mention the couch literally just fell apart, we can see the inside of it!

I went back to the Rooms To Go sales room 2x complaining about the couch but no one wanted to help me (sales people). They gave me the wrong warranty number both times and when I finally got the correct number via Rooms To Go Chat the customer service rep said they WOULD NOT fix my couch because we moved (mind you, 2 miles away from our old house) --- yes, when they said they would honor the warranty all over the US.

The stain remover DOES NOT WORK, customer service said "I ruined the couch" that I should have called them sooner and that I was a liar (because the sales person said the company would honor our couch anyone in the US). I am in awe this company is still in business. DO NOT EVER PURCHASE ANYTHING FROM ROOMS TO GO! My other couch I purchased 4 years ago from another furniture store in CA is gorgeous, around the same price and this other couch is embarrassing; we will likely put it on the curb after just 10 months of owning it.

TED ** General manager told me there was nothing he would do to correct the problem. I spoke to the salesman later that day, he said it was obvious the 2 boys that wrapped it tore the mattress and he would talk to them and call me back, that the store "was very good" to correct these problems. Have not heard from him. The sectional sofa I bought is to be delivered in 1 to two weeks. After reading all the complaints for Rooms to Go I can't wait to what problems are in the future. Don't buy anything from this company. I certainly will not.

The two drivers have provided very bad service treatment. When the truck stopped by it sounds very loud and parked by wrong home almost three ahead. One of the drivers came out and laughed very sarcastically. My Mother who is a senior and asked to park by home - they did not pay attention to her. Everything was recorded on camera. They brought piece legs on the ground. My Mother told them not to throw since we paid for that. They did continue laughing sarcastically.

They started to carry a box from two homes away to my home. We told them "Please take the old piece away." One of the drivers instead of carrying, pulled the piece on the ground very hard, and damaged the carpet. There is a photo. Another one, who had a long beard, my Mother asked to exchange the pieces, and suddenly they said that the new piece is damaged again and did not carry in. As an educated person, who has reference letter from United States Senate. After that I started to talk to driver on the phone, since my Mother was at home. He hang up on me, and his was angry looking at her.

My Mother is 62 a senior. When my Mother asked to open up a box, he teared up the box, and said it is damaged again. It was recorded on my home camera. The piece had a back wall unscrewed, which was very unusual. My Mother was worrying, and started to cry. She was very sad, that in our nation, there are such... After that one of the drivers took the furniture cover from the floor and shake it almost at the face of my Mother which was captured on the camera as well. Then the drivers left, the second damaged piece stayed at living room with a damaged carpet. This why this company will bankrupt, because of such services. The drivers, and their manager must be fired. We don't think that all the pieces are damaged for such bad service.