Rooms to Go Reviews

When they arrived with the living room, I was informed one of the couch feet had broken off and the glass from one of the end tables had shattered. The delivery guys blamed it on the loading guys but the delivery truck had come up our street like it was stolen, bouncing over every bump without a care in the world. We actually joked about that when we saw them drive up, until we learned our stuff was broken and then it wasn't funny anymore. They informed us it was on US to call the 1-800 number and request new pieces. This should have been their job since they broke the stuff. So, 2 weeks later, we had to be inconvenienced with another delivery to get the replacement items.

A couple of months later, I bought a small bedroom. Well of course, it couldn't go smoothly. When they delivered it, the guy who put the bed together disappeared back to the truck after dropping his drill on one of the side rails/boards, leaving a huge gouge like it was no big deal, obviously hoping we wouldn't find it in time even though it was totally obvious -- obvious enough that an honest delivery guy would have said, "I'm sorry but one of these pieces has a flaw/I damaged it..." or whatever but he just left it like that because he has no pride in his job or care about good customer service. He knows he did it or that it was there, so just be honest about it.

So I complained about it to the other guy who literally looked at me like I was the worst person alive for not just being cool with a quarter size gash in a brand new set of furniture that cost me $1200. So once again, I had to call the 1-800 number again and request a replacement piece be sent out and then we had to be inconvenienced again with another delivery. This time, the guy noted the slats supports were missing and ordered them for us, but when those were shipped to us, there were only the slats and not the supports, so still not the right thing. And since, I've had to put up with 3 irritating calls from corporate: I only finally answered because I assumed it would be a customer service follow-up but no, it was a sales pitch for their warranty. I absolutely hate receiving unsolicited calls and the salesgirl tried to argue with me when I told her I don't want their sales calls after the fact.

I've always shopped with Rooms to Go because they are inexpensive and have pretty good furniture and I love the outlets, but it's sad when the way-cheaper delivery for the outlets is better than the one for the full-price showroom. My advice would be to hold the delivery guys accountable for the items damaged: they are the biggest factor in avoidable expenses to your company and there's obviously no accountability because they don't care. How does every delivery I get have broken items? Make the delivery guys load their own stuff onto their truck each day and dock their pay if something gets broken and then there will be less new stuff winding up in the outlets with no consequence for the person who did it. Also, unless you're calling me to follow up on whether I was pleased, DO NOT CALL ME over and over about some BS or else I will never shop with you again.

I am so incredibly unhappy with this experience. I will never shop for a big purchase online again or at Rooms To Go. In addition when purchasing the mattress I noticed it was required I purchase a mattress protector or the warranty would not be honored. THIS WAS AN ADDITIONAL $69.00 for a flimsy cover I could purchase elsewhere for $15.00. If such a requirement is not fraud, I don't know what is. Very shady company. I called online sales immediately and cancelled the exchange, and am stuck with a $1,700 mattress we will be paying for 5 years that we can't even sleep on... How I wish I purchased from a mattress store with a good reputation, and a liberal exchange or return policy... Very expensive lesson learned!!!

We also purchased end tables and lamps. The end tables have been fine but the lamps are dangerous. One afternoon we turned off one of the lamps and the switch started smoking. My wife unplugged it to keeping it from catching fire. I went to Home Depot and purchased a new switch and installed on the one that nearly caught fire. My wife keeps the other lamp unplugged unless we are sitting next to it. I will change the switch when I get a chance. The leather is showing severe wear on both the recliner and loveseat after only two years. I think the lamps, sofa, and loveseat will need to be replaced later this year.

They have a statement "about satisfaction warranty" so I mention in my letter about my satisfaction with the product and the credit card from them says "we can't do nothing. Your problem is with the store not with the credit management." So neither credit R2Go or store can help. I have other credit cards and when the store don't want to help me the political gives me back my money but with them. How if the store is Rooms To Go and the credit is by them? Total ripoff! And now I still paying 700 with a sofa's looking old.

I am disappointed that the sofa could not even be offload or unpacked and it breaks. Very poor craftsmanship, low quality. I can tell this sofa will not last (I have a sofa that is going on 23 years and been moved dozens of times - and still strong). It is not built to sit on, only to look at. Will not be purchasing anything from Rooms to Go. Not only do you have to wait 1 month to get the furniture you paid for, but you also cannot use it as it is of low quality. They use cheap plywood and cardboard to make this sofa.

Someone called from R2G to get to the bottom of the issues and kept asking me what dresser "they" delivered. I said, "the wrong dresser." She actually wanted the name of it and I'm like how the hell would I know the name, it's wrong. Isn't that good enough? I had no idea which dresser they delivered as I do not study the cataloged names of the bedroom sets. All I know is it was the wrong dresser (wrong color, wrong bedroom, just flat-out wrong). She asked me 10 different ways which dresser was delivered and I cannot believe I actually apologized for not knowing, but I don't and I shouldn't.

This company should be ashamed of what they put us through. They get their money up front and exhaust you to the point of giving in. I left Ashley for similar reasons but in hindsight Ashley was better at this, even with 5 attempts at a delivery. I warn anyone who'll listen; unless you're up for a good fight to get what you paid for, don't bother. R2G is a terrible company that forgot about customer service a long time ago.

They sent a technician guy out doing that time to measure the mattress and made a report too. I guess the office said that the dent area was not qualified for replacement because there was only three-quarter of an inch and it has to be at least over one and a half inch so I started sleeping in my grandson's room on my daughter's room because on my daughter's mattress which is the same brand as mine is fine and it does not sink or anything even when you sit on it. The queen size mattress which is mine hat with the dent in it even when you sit on it it went all the way in. Very uncomfortable to sleep then I have now and arthritis in my left hip. Was just a help to sleep on.

There have been family members who have used the bed. Have complained about the same thing so now I'm calling Rooms to Go again to send out a technician which would come out April 26 so that they can see how deep this thing is. I'm writing this complaint to Affairs to let them know that it's very hard for me to sleep and I should be able to sleep on a mattress that my daughter older he'll purchase for me and now I'm slept on it for a while because I'm in so much pain the morning I wake up. You are fine.

Technician came on Apr. 14, the day before we leave to go back home. He did nothing but take a couple of pictures. He refused to put any foam in cushions or take any other action. Bottom line: we have a broken down set of new furniture. (Rooms to Go did offer for us to come in and pick out something else, but there was nothing that would suit my back.) No refunds, no discounts.

I first placed my order in December and never could get an answer regarding status. Finally I found out that the wrong color was ordered. This was cancelled and a new order submitted. Again, no status, no recognition of receipt. Multiple transferred calls because one department only changes addresses and one department only checks status and on and on.

Today I am writing this as I wait to find the status of my second reorder. Is the slipcover in stock, is it going to the right address, is it still even available. No one person can tell me this. I have been on the phone 45 minutes. Finally a rep tells me she can tell me the sofa I got back in December is not discontinued so "probably" the slipcovers are available. It hasn't shipped yet but she can't tell me when it will ship. "It may take at least 90 days if it isn't discontinued." Absolutely comical. The worst company I have ever dealt with. Please spare yourself the frustration and go anywhere else to buy furniture.

I gave it up and asked about leather couches. John was visibly annoyed at my continuing presence and asked "what type?" At this point, being completely offended, I shifted gears and said "forget that." "What I would really like is some enthusiasm when shopping in this store. Apparently that's a thing of the past. Don't bother yourself. I find my own way out." I don't know what's happened to your customer service but in my experience ATTITUDE TRAVELS DOWNHILL! And, just for the record, both salesmen I saw looked like unkempt slobs.

I called back and asked to speak to a supervisor and at first they were trying to have the supervisor call me back??! I told her, "No I'm trying to get this figured out since my furniture was damaged." She then put me on hold and the supervisor came on. The ONLY thing offered to me to rectify this issue was to wait another month for a new piece of furniture or to pick out a new set in which I would have to pay extra for if it was more!!! My mother already paid for the chair and ottoman. Of course they were not going to refund her money. So now we sit here waiting another month to get the couch!!! I am already so frustrated and upset I don't even know if I want it anymore! Best opinion I can give anyone - DO NOT EVER GO THERE!!! They are incompetent and do not help with anything! They don't rectify when they wrong and from the looks of other reviews on here they never will!

As I was leaving I seen another one I liked but me and my mom stopped to look at a sofa set that a older couple were purchasing and they were waiting on the salesman to come back and I guess he left his tablet on the table and as he was coming back he sort of slightly pushed us out the way with his hand trying to hurry to get back to the tablet. He said excuse me but it wasn't in a sincere way. As he did so the older couple just looked at us with a look like they were surprised and the older woman said politely "oh he didn't touch it". I guess the salesman thought my son touched the tablet which he didn't. I'm guessing they were in the middle of the sale. I don't know but I felt like I was just in the way which I really wasn't.

I was initially a curious, soon to be, first time buying from Rooms to Go customer but after that experience I was ready to go and will no longer be stepping foot inside. My mom even said after we got in the car that it was sort of rude how the salesman came back and pushed his way through. It wasn't the fact that he came back In a hurry it was just the fact that there is a way to say and do stuff especially to a potential buyer. It caught me off guard because before entering the store I just knew there was going to be someone there to help us and show me where the bed was I was looking for and they were going to be friendly but instead I got the opposite and my feelings were a little hurt.

Fast-forward 4 months: I think I'll try to order this ottoman again. Ordered it on Monday and got a delivery confirmation with all of my credit card, address, and phone information correct. Was notified that delivery would be on Saturday, the 2nd of April - tomorrow. Was mentioned in the notification that I would get a confirmation call 48 hours before delivery. Sitting here, tonight, I realized that I did not get the phone call. Called the "Customer Service" number which should be labeled "Seller's Ineptitude" number, instead. I'm told by the girl that answered that my order was "Cancelled," but she didn't know why it was cancelled. When I asked who cancelled it, she said, "I don't know, but it was cancelled in December."

When I asked her what this December order had to do with tomorrow's delivery, she couldn't answer me. When I gave her the order number for tomorrow's delivery, she said: "It's going to be delivered between 8 and 12 noon tomorrow. We don't have your phone number, so I'll have to send you to online customer support so they can put this number in the order so the delivery guys can call you if they have a problem finding your house." When I said that the phone number was listed on my confirmation, so it had to be listed on their end, as well, she said it wasn't. She transferred me to the customer support line. I listened to the BeeGees horrid "How Deep is Your Love" for 40 minutes before an automated voice message told me that this office had been closed since 5 PM (I was on the phone from 6:30-7:10 PM). I was livid!

I called back the Seller's Ineptitude hotline and got a guy who told me that my delivery must have been cancelled because I didn't have two phone numbers on the order confirmation, just one. I asked him what I should do since I only had one phone number and didn't have another one to put on the list. He said, "Well, unfortunately, there is nothing we can do about that. Let me connect you to customer support for help." "Well is my order being delivered tomorrow between 8 and 12 noon?" "No." "Why not?" "BECAUSE YOU DIDN'T CALL US A FEW DAYS BEFORE TO VERIFY YOUR INFORMATION!" WTF???

"Since when am I supposed to call the vendor to verify delivery info. Isn't that your job to do? I see nothing on this confirmation notice that mentions anything about me needing to call to get this order info verified. You guys jacked me around in December and now you've found new ways to do that in April. Way to go RTG!" "Let me transfer you to customer support and maybe they can help you." "They're closed." "No, I have another number for them."

Seller's ineptitude answered the phone this time, where a moron told me that someone put a "hold" on my delivery, but he didn't know who or why. When I asked how this could have happened and why, I was told: "You didn't give us a second phone number when you ordered." "I DON'T HAVE A SECOND PHONE NUMBER. WHAT DID YOU WANT ME TO DO? LIE ABOUT IT?!" "Well if there is not a second phone number on the order, they do not have to deliver the merchandise."

WHO TRAINS THESE IMBECILES??? I was so upset, I told him that once again they have my money and are jacking me around with the order. Unconscionable on every level! I told him to just cancel the order and he told me that he couldn't do that for at least 24 hours and I wouldn't have my card refund for another 10 days. NO APOLOGY. UNWILLING TO CUT ME A DEAL FOR MY TIME AND EFFORT AND THEIR POOR CUSTOMER SERVICE: "We can't offer any partial refunds or deals for online orders."

They never apologize because it is never their fault. I'm beyond angry. Don't shop there. I never will, again. Consummate ripoff artists and they are NEVER WRONG! And NEVER WRONG always happens when they can use your money to skate on their accounting books for a few weeks before you get it back. Do not go to Rooms to Go for anything! They're not worth the hassle.

I called the store to set up a delivery date and was told by customer service I would have to call the corporate office at 813-623-5400 to authorize a new delivery. I called the corporate office that same day and was told by customer service this sofa was discontinued and I could go back to same location I purchased from and pick out a new sofa of equal value and there would be no charge for sofa, fabric protection or delivery.

I went back to Lakeline location on March 25 and again spoke with Anna ** about the reselect. After looking at everything in store, the only thing in store with sectional, chaise and fabric was the "Highpoint". Anna told us the price was $1477. I told her I didn't feel we should have to pay more because we received damaged furniture that cannot be repaired and this was the closest to what we had that the store offered. She said we would need to speak to the corporate office to get that approval. I came home and called corporate and spoke with Savighn. He said he would talk to his manager and push for us to get the "Highpoint" at no additional charge and he would call back on March 28.

I received a text from Anna ** on March 26. When I spoke with her she said she received a message from corporate stating they would pay half of the difference. I asked her how much more we would owe and she said $150. I told her I would get back with her. I went back to Lakeline location on March 28 and paid the $150 to purchase "Highpoint". She said I was taken care of and she would email me a receipt. Once I received the receipt, it showed protection charges and delivery charges with a balance of $1526.15. I called corporate and again spoke with Savighn and he said he didn't know why those charges were there. I could go back up to the store and speak with Lea to get correct receipt. I called the store. Lea said she would have receipt ready once I arrived. I went back to the store and Lea told me that the salesperson made a mistake that I owed and additional $300 for the price difference.

I told her I didn't want to pay any more. She said if that is too much, Chris, her manager authorized her to accept half which would be $111. I told her I still didn't feel I should pay any more. She then got her manager, Chris and he said there was nothing he could do. He then said if I will not pay anymore he feels the best thing is to just pick up the furniture. I told him before anything else was done, I would need to speak to someone else and I left the store. I then called corporate office and spoke with Savighn and he said he didn't know where the $300 was from.

I then spoke with Norma. She said the $300 was tax on new furniture. She said she would speak to Anna and get back with me. She said my options at this time is to pay $111 or have the furniture picked up. At this point all I want is the have the furniture I picked out at the price I was promised. I feel like I have already been thru so much and have paid the price that was agreed upon. I appreciated you taking the time to read and look into this.

I was going on a cruise and hoping to have peace of mind about letting go and let God take control, I also thought about the others that also trust delivery companies like this. Well I did call about the problems with furniture and waited about my watch. Big mistake. Now Rooms to Go is giving the runaround about all. And I am at fault for waiting. They are delivering a mattress tomorrow and after thinking about all called them to cancel my next order. But they want keep 20 percent of my money. Very frustrated and heartbroken.

I have never ever had this bad of an experience buying furniture in my life. It is and was so bad I closed my account with Rooms To Go. They also have ignored my emails and don't return calls. I am complaining to the BBB. Take my advice. Go to another furniture company when you buy. The no interest for 2 years is not worth the hassle of having to have a bed replaced 5 times. The worst customer service ever... The worst buying experience of buying a bedroom set ever in my life.

I am living in Denver but was going to move to Atlanta. I went to Atlanta and visited RTG, and picked out furniture that I was interested in. He added other items to the list that I like but didn't request and explained that my downpayment was towards the items that I wanted, and had nothing to do with the items I was only interested in. My job made it worthwhile for me to stay in Denver, so I won't need RTG in Atlanta.

The store manager said I wasn't entitled to the 80% discount because my order was over $12,000 and I only placed $1100. The salesperson Sal and I both spoke in his presence that my money was toward three items, but the manager said that it was towards all the items on the order, even contradicting his very own staff. After Customer Service has contradicted him, he has promised to mail the check. The check has not arrived yet. My next strategy in getting that check is to have them void that check, mail another to Customer Service, and have them mail it to me. My fellow disappointed customers, these are grounds for a class action suit in the small claims court. With all the terrible reviews and info from BBB we will get what is rightfully and lawfully ours.

I called her on 3/24. After waiting on hold for 33 minutes, someone told me that Julie was waiting on an email and would call me. I explained that I needed speak to her about the delivery, as the only things delivered were the tables, lamps, and rug. I have been given the runaround and no help. I gave this company over $2000 and still have no answers to when I may receive the furniture I ordered. I was told the company would allow me to pick different furniture. If I wanted different furniture I would have selected it in the first place. I now wish to be contacted by someone in corp. This company's customer service is horrible, no offer to return my money, no offer of any solution. I have been told 3 different stories/excuses from blaming the US Govt. to blaming the warehouse.

After I just chose a new set it again came defective. So I contacted them AGAIN and then they gave me the same response of the item being discontinued. Do consider that it takes weeks to do this to come and check the item to see if it is or isn't defective. So I still have to choose a new set. And supposedly I can't break the deal due to use of couches. But they didn't provide the guarantee so somethings are still being worked out.

Another situation that occurred was me ordering a carpet. So I was ordering a carpet and a sales person told me she could get me a discount. I agreed but she did not aware me that she signed me up for a 3 year membership that cost 60 dollars. So what's the problem? I still saved right? The problem was that I cancelled the carpet order and the 60 dollars that I was not aware of was still charged on my account. So I was mad because that's more of a steal than me saving money. I then talked to the managers and they told me they could not refund me the money because they don't do membership refunds. This problem still is occurring and I am still disputing with Rooms to Go. Hopefully this problem will be fixed but I would not recommend buying from them. They just wash their hands after the deal.

They keep telling us there's no refunds and they want to still send a technician to refurbish the furniture which is not new then. And the time we spend waiting this 4-hour window of delivery and I lost count now but it's about 5 times they've tried to deliver new sets that are damaged and they say leather where the body touches but not the footrest on the recliner. I guess our feet and legs aren't part of our body.

Original Review: March 17, 2016

My 80+ yrs old parents purchased a reclining couch & love seat. It was delivered on October 31, 2015. They live in a condo & had to put up a $250 damage deposit that would be refunded if no issues. Well the RTG delivery people damaged the walkway by dragging the furniture boxes. There was a deep scratch down the walkway right up to their door. The walkway has an expensive waterproof non-slip paint on it. RTG did not want to take responsibility.

After a lengthy time and many phone calls they told my parents that they sent a $250 check to the Condo Association. However, the Condo Association never did receive anything. Now I'm not saying RTG lied, however it's been a few months and no check has arrived and my parents, who did nothing wrong and live on a fixed income are out the $250. They are in the process of moving and there is no way they will buy anything ever from RTG. Buyers beware. I've spoken to others that have had similar issues with RTG.

We had the new $3500 bed less than a month and the motor under my side of the bed exploded into pieces making the sound of a gunshot at 2AM in the morning. About a week after this happened they had someone come out to take pictures of the destroyed motor before they would make a decision as to whether or not to replace it! They did replace it, took about two weeks of not having a working bed. Then after the sale service is REALLY BAD and unless you call and repeatedly request service you don't get it. They sell it to you boasting a twenty year warranty. The first year, from the purchase date (not the installation) they will pay for all repairs. (If they deem warranted) the second year, they pay for the part and you pay for everything else. The remaining 18 years does not include the electronics, electrical components, drive motors or massage motors LOL, nothing that makes the bed work!

I have purchased many very good items from RTG and had been very pleased until we made this purchase. My husband and I have both had back injuries and this was something we purchased as our Christmas gift to each other with hopes of many hours of peaceful pain free sleep. Having your bed make a noise like a gunshot is not my idea of peaceful sleep!!! Be sure to closely examine your deliveries from RTG as the person making the delivery was totally oblivious to the condition of the things he was delivering.

PS... The sleep warranty is a joke. If you are unhappy with the mattress you purchase you have to pay a re-stock fee and delivery fee on top of the new mattress cost if different from the original purchase cost of the mattress you purchase. What we laid on in the store might be the same stock number but it is NOT the same quality mattress you get. It was suggested that the mattress in the store is a sample and many people lay on them that it was "broken in" and it was really comfortable while what we got was hard as a rock! So that whole lay down and see if it feels good is a crock!

OK, so now a little over a year later the "trust us its real leather" is once again peeling! Once again we are frustrated as no one will call us as we keep getting promised and on top of all of that the payment website is always down. I have gotten several late payment fees. I have tried to pay the bill several days in advance with no success. This month we got a call from a very nasty representative telling us that we were two months behind even though their own payment activity tracker shows a payment made last month. Tried to explain we have been trying to pay this months payment for several days but the website is not working and payment was due on Sunday when they are closed. So done with this company. I constantly email the company regarding the website and late payment fees but no one ever calls or contacts us. Very expensive furniture that is worthless.

I went to the truck and spoke face to face with the driver, said I understand he was in a hurry but he needed to drive around back to unload. His passenger was asleep with his feet propped up on the dashboard. He called me again 3 times saying he didn't know where to go so I said the leasing manager will direct you and I will be in the apartment waiting. Next I get a call from dispatch asking where I am, I explained "I just spoke to the driver, he's here about to deliver." She said "Ok." Next I get a call from my leasing manager stating I "flagged the guys down and they drove off right past me."

I call the driver and he said, "we waited for 40 mins", I said "Sir it was only been max 15 mins and you were confused about where to go." After speaking with the delivery dispatch manager, I was told "they are done for the day" around 11 am and I would have to reschedule delivery. The drivers were unprofessional and impatient. Seems as if I was their only and last delivery, and they did not care about the customer at all. Very disappointed.

Oh they'll cancel but it's going to cost you because the item was placed on the truck and that's their online policy which I never saw! So to add insult to injury I am out of $65 & no merchandise. Oh and it gets even better. To get it sent out again I would have had to pay another delivery fee! I wished I had checked the ratings before wasting my time and money, this is not how business is done, but I guess they do what they want when they have you over a barrel. BUYERS BEWARE!

UPDATE. I called customer service to see what the problem was. They tell me after waiting for 3 months that they don't have a powered recliner. I should go to the store. I go to the store and they tell me to call customer service. So why I ask would I be waiting for 3 months for a power recliner that doesn't exist. We sent it back 3 time, had it ordered 3 times so that they can tell me in February that we have been waiting on a recliner that they don't even have. I want my money back and this living room gone ASAP!!! Family and friend I hope you never shop in this furniture store. I will also make sure to go on every website that Rooms To Go has and give you the amazing review that you need.

Whitney asked me what state I was located in and then she asked me to please hold on. I held on the line for about 5 minutes and after the 5 minutes had passed, I called her by her name and told her that I did not want to be placed on hold as she muted her telephone to eat, snack, or what have you (she came back on the line after she heard me call her name). I explained to her that I was upset at the fact that the bunk bed was broken upon delivery to my home and that I needed it and wanted it to be delivered to my home today. I also explained to her that my kids and I had been excited about getting the furniture today after having to wait so long for it to be delivered. She proceeded to tell me that it would not/could not be delivered today and that it would have to be delivered on another day. Now mind you, I had already made arrangements for my neighbor to be at my home this morning for the delivery so that the furniture could be put together.

I then told Whitney that Rooms To Go needed to have a new bunk bed delivered to my home today or that I needed a refund today. I was so angry that I told Whitney that it was ok and that I was going to contact the store manager where I'd purchased the furniture. I contacted the manager named Eric who is working today and he stated that he understood my frustration being that I am the consumer and he agreed with me when I told him that the furniture should've been checked out prior to leaving their warehouse this morning. Eric then referred me back to customer service to request that a pick-up date be scheduled so that they can come and pick up what all the delivery driver left in my son's room (because I told him that I want a refund if the furniture can't be delivered and put together today as planned).

I contacted customer service again and spoke with a guy named Justin who told me that Eric misinformed me of how Rooms To Go handles requests such as mine. After I told Justin that his company should require their employees to check out the furniture prior to doing their deliveries, he stated that "things happen and that it's not their fault", which is pure bs after spending the kind of money that I'd spent with Rooms To Go. Long story short, I went to the store and spoke with Eric in person who stated that it takes 48 hours for them to enter the pick-up request into their system due to it being "locked" since the delivery was scheduled for today. He then tells me that it will take up to 10-14 business days for me to receive my refund, which is completely ludicrous being that it didn't take them 10-14 business days to take my payment.

This was my first time visiting a Rooms To Go and it was my last time because I refuse to pay good money for piss-poor service. I truly wish I would've researched this store's reviews prior to even going into the store to conduct business. I am not the type of person that does this type of stuff (i.e., writing reviews), but this experience took me totally by surprise. You have been warned by a very laidback type of person who believes in getting what you pay for with excellent customer service. I gave this review 1 star because there wasn't an option for 0.

We paid over 500.00 for extended warranty and was never told this. I called to try to speak with a manager but everyone in customer service kept telling me a manager was not available. I kept calling to try to cancel my warranty and talk with someone. Everyone I spoke with said they could not help me with the warranty. I was given a number for the warranty department that was just a recording. I called four times. I even called the local rooms to go store and they said I needed to call customer service! This was the worst experience we have had and we have been doing business with them for years. We will never shop with them again. They do not help their customers at all and we are still out the money for the couch and the 500.00 for the extended warranty that doesn't even work!!!

And, the seating has already given way. It sits like the sofa is 30 years old instead of 3 years old. You can hear springs and you sink down a ridiculous amount into the sofa. The love seat is used less often so it does not have the same problem. I am seriously disappointed. I am looking to replace this sofa before the last payment has been made on it and I am not abusing it in any way. My teenage daughters and I sit on the sofa. There is far less wear and tear on it than would be in a home with children or with pets. Not a good idea to buy from RTG if you'd like the furniture to stand up to normal or less than normal use.

Customer foolery would better describe our experience, because in no way have they serviced our needs and as a once very loyal customer I won't hesitate to share why we are choosing to take our business elsewhere. Quite frankly, I would advise anyone planning to shop with them to make sure to do their homework before giving their business to RTG. Saying I recommend a thorough inspection of the materials used in the furniture someone may be considering as a purchase would be an understatement. Especially, if it claims to be leather! Even if does not, I wouldn't recommend overlooking a single detail so customers don't end up in the situation we are!

We purchased a 7 piece leather sectional, only to discover it is not actual leather but a leather veneer. Nowhere in any of the paperwork, fine print or disclaimer does it even allude to the fact it is not genuine leather and is a veneer. The extra protection warranty we purchased to cover any defect in the materials expired in July and shortly after we noticed areas where the leather was rippling and beginning to peel. Now after months of trying to get this resolved, we are left with a rapidly peeling leather veneer sectional and disgust with this company! All that has been offered is giving us less than 1/3 of the purchase price for the set, in the form of an in store credit only.

This fraction of the cost can be used towards purchasing a new sofa, but only on the condition RTG takes possession of the defective furniture and we accept the offer, make a new selection covering the difference plus tax and bond, set up delivery and return of the defective sectional within less than three weeks or the offer is void and they reduce the amount for usage. So basically they get the original sectional back to repair, resale or whatever they choose and not only do we not even get enough to replace it with another product from their stores selection, fingers crossed that it isn't also a misrepresentation, but we have a ridiculous deadline.

A seven piece "leather" sectional with dual power recliners and sliding storage should exceed the valuation that was put on it. It certainly would if it has not been defective and was what it was represented to be. Especially when you factor in I have only used the leather conditioner supplied by RTG and cared for this furniture exactly as instructed. This shows me what little value they place on the very product they are selling to customers. When faced with having to reconcile the result of a defective product Rooms To Go does not meet even minimal expectations.

Not only has this been a very poor experience with customer service, but it's also revealed the odious misrepresentation of product and creates a lack of confidence in the customer/store relationship. After years of doing business with them and sending numerous family members, co-workers, employees and friends of ours to their stores, rest assured that they will not get a dime from us again unless they make a valiant effort to right this heinous wrong. I have always suggested keeping records just in case one should have such a situation occur, but that doesn't mean anything to Rooms To Go.

Despite having every piece of paperwork the focus has not been placed on the misrepresentation of the materials, but on finding loopholes to shirk responsibility and come out doing the absolute minimum possible. We have all of our original paperwork, photos the day it was delivered to our new home and current photos of the defect that continues to peel more and more each day! I wanted to share pictures of the peeling veneer on their social media sites, but the option to attach images is conveniently disabled so I will have to share this on as many sites as possible in hopes that someone higher up in this company will see it.

As of 2/24/16 their social media settings have changed so dissatisfied customers can no longer share their experiences and all of my personal comments have been removed. If they feel they are doing honest business why do they feel the need to remove customers experiences. Just something to think about. Maybe, just maybe a representative of Rooms To Go who will value us, not only as customers but as people who work hard and take pride in the things we have worked so hard to provide will see our experience and want to resolve this matter. Until then I will continue writing letters to businesses, home improvement networks, news stations, as well as posting to social media, blogs, live feeds and every connection I have that has a public platform.

So we went to the store in Punta Gorda to talk to our salesman, Barney. He told us to go to the office in back of the store and they would get on it right away and make things right. We talked to Jessica in the office and she scheduled to have a field tech to come out and look at the chair and take pictures. Kathy, the field tech came out about a week later, took pictures and said she would write up a report and told us we would hear something within a week. At first she said she thought it was mold and told us she swells up when she's around mold and is hard for her to breath. She was here for 45 minutes to an hour and she had no problem breathing. My wife is certified in mold, and has worked around it for 25 years. She told Kathy it wasn't mold and Kathy agreed by the time she left that indeed it wasn't mold.

We got a call a week later from I guess corporate in Tampa and they had determined it was mold and the warranty didn't cover that so they wouldn't do anything. I told him it wasn't mold and he kept insisting that it was. He said "somehow it must have gotten wet". Well nothing in the same room or the whole house has mold in or on it. Our house is spotless and clean. I ask if I could get a copy of the report, and he said "no we don't give out the reports to the customers". Sound fishy? I hope anyone who reads this will not shop at RTG. I'm telling all my friends and family to never shop there. I know I will never set foot in that store again, there are too many others stores we can shop in.

My husband convinced them to take the old set outside to his truck so he could take it to the dump. They put the box spring on the floor within the bed frame (didn't put the boards back that they moved taking out the old set) and the mattress on top and then left. At the house no more than 10 mins. I had to fix the boards and box spring/mattress (my husband could not help due to his arthritis). After 4 nights of sleeping on the new mattress, my husband said his back hurt even worse. I pulled the tags off the mattress and discovered that it was not the right mattress. As 800# customer service is closed on the weekends, I called the store. At first the office claimed I received the right mattress (you ordered the Wickford Bay, how is that wrong?). I immediately went into the store and proved that I ordered the Mizner Park and received the Wickford Bay. This was on 02/21.

The nice gentleman in the store put in the 'correction' and said it would be booted up to customer service and they would call me first thing Monday morning. I received a voice mail message at 4:55 pm on Monday (they close at 5:00 pm). I immediately called back. Delivery of the new mattress will not happen until March 2 2016 - 10 days after my complaint. I even stressed that we can't use the current mattress because of my husband's arthritis and we paid outright for it. I needed it right away. No sympathy, no offer of assistance, no offer of 'let me find a way to get it to you sooner', not even a question of 'what can I do to fix this for you?'. THEY screwed up and we are suffering because of it. I paid for delivery that was 1/2 'arse' and incorrect. And now I have to suffer until they can 'get it on the truck'.

Instead I was given random names and told that customer service (which closes at 4:30pm - it was after 5pm) would be able to assist me on Monday - today was a Saturday. After filing an incident report with my local PD I head into the store for a refund. There I was again given the run around and told that a check - yes check would have to issued for my refund. If you value your sanity you will STAY AWAY from this store. Oakland Park is much better. No one is perfect but at least they are honest and if a mistake is made they own up to it.

We called first thing Monday morning to voice a complaint about one piece of furniture and were still within our 48 hour window. It's now a over month later and we are still dealing with Rooms to Go. They finally picked up the chair after the store manager was rude and we reversed the charges on our AMEX. Funny how that works, right? Rooms to Go decided to get us back because we were dumb enough to make another Rooms to Go purchase for our home. Yes, we paid for another living room set and a dining room set with our AMEX. Delivery day came and no furniture. Rooms to Go decided to refuse to deliver our second paid in full purchase. We have been calling the store everyday and have not received a straight answer.

On top of all of this cluster we have visited the store in person in attempt to clear the issue. Now Rooms to Go wants to charge us $2000+ but promises they will refund $900 back to the card. Really? Fool me once, shame on you. Fool me twice, shame on me. Not going to happen again. I will reverse the charges again and take my business elsewhere. Thank you AMEX for protecting the consumer. One word description for this business would be "CHEATS"

Now it is February 18, 2016 and I still have not received my springs. About two weeks ago I called again and talk to a girl named Ashley. She put me on hold for about 10 minutes. When she came back she said she was not sure what happened but she would email the department that handled that and someone should get back with me that day or first thing in the morning.

Today 02/18/16 I called back and was transferred to the parts department again. They ask for all my information and I told to hold. About 8 minutes Ashley came back and told me she would email the department that handled that again. I told her that's something I was told last time and no one ever got back with me. What is it going to take to get my springs. She got snippy and short and somewhat rude with me and said they should get back with me by tomorrow. Again I said that is what I was told the last time and no one did.

So after hanging up I called the store in Lubbock and ask to talk to the manager. The operator said "I can transfer you to customer service." I told her "I did not ask for customer service. I ask for a manager." I was told "the manager is with customers can I take a number." I said "no I will call back." I call back in about an hour. Again I ask for the manager again I was told "he is busy with a customer." Then she ask could she help me. I told her about the runaround and she told me that she could transfer me to the same parts department. I told her they have not help me yet. She said "well at least they are trying."

After hanging up I called the Lubbock BBB and they gave me a number in Clearwater, FL and said "try them and if you get no satisfaction call us back." I call the number and explained to the operator the problems I was having and said I would like to speak to someone of authority. She ask me "have you talk to anyone in management here." I replied no and so she passed me to some guy that I had to explain myself once again. He puts me on hold for about 5 minutes and comes back on and said Ashley text the department about 20 minutes ago. He said "I need you to hold again and I will contact her and see if she has gotten an answer."

After holding for another 5 minutes I had enough and so I call the BBB back and I am turning in a copy of this to them. I feel I have been more than understanding and nice about the not caring, getting the runaround, rudeness and paying for something almost 10 months ago and never getting what I paid for.

We don't have little kids, or pets, or smokers, and we don't sleep on these couches. They just sat in our house and deteriorated. They were used for two adults to sit on to watch TV. We did not abuse the furniture in any way. Rooms to Go simply doesn't care about customer service. I contacted four re-upholstery shops and they all said, "We do not re-upholster that Rooms to Go furniture. It simply isn't worth it. Buy yourself some good furniture from a garage sale, Craigslist, or an estate sale, and we will re-upholster it for you."

Then fast forward I just called because our recliner back broke and us squeaky. They said there was nothing they can do. They don't offer a tech to come out and that is all they kept saying. The furniture is 1 1/2 yrs old only and should not be falling apart for the money we spent on it. The customer service rep kept saying I didn't get a rocker and the loveseat didn't rock back and forth that I bought when I told him it does, or should if it wasn't broken! He said "no it glides". I told "yes, that's back and forth"! From the beginning the experience has been horrible, their customer services sucks and they are not willing to work with you at all! Do not buy from them!

On the day my wife and I was packing up the truck, we noticed that no one contacted us about picking up the bed so we called them. When the person answered the phone, we inquired about our bed. She talked to someone in the warehouse and they told her that our bed was not put on the truck due to them not having any space on the truck. I asked, "Why wasn't I called about this?" and she had no answer for me. I then asked to speak with a supervisor (Tony from the Fayetteville store). When Tony came to the phone, I asked him, "Why wasn't I notified about my furniture I purchase not being delivered to the store?" Of course he had no answer for me either. I then explained to him the inconvenience I was being caused because of someone's decision. I also told him that from the decisions that was made, my children have to sleep on the floor/air mattress. He didn't seem to care.

While I was talking to him, my cousin said out loud that we needed to be accommodated for the inconvenience. The supervisor heard him and said that was asking too much in a smart tone so I told him that the person in the background didn't have anything to do with this transaction but if I did wanted to be accommodated then it would NOT be asking too much. He then told me that he can see if it could be delivered to D.C. on the special delivery and he would call me back.

I ended up calling him 2 days later. When I got in contact with him, he asked me if they got in contact with me as if I knew who he was talking about. When I asked what he was talking about, he told me that he talked to someone at the warehouse and they said that they could deliver it on the 13th of January 2016. I asked again, "Why wasn't I call?" and he again didn't have an answer. I confirmed the delivery date and everything was good to go... so I thought.

On January 8, 2016, I received a call from the store saying that the delivery date that was confirmed for the 18th was a mistake and the furniture would be delivered on the 20th or the 21st. I told the person that the dates would not work for me because my wife would not be able to get off to be there to receive the furniture. I asked if there was a date available on the weekend when she is off work. The person told me that those were the only dates that was available and asked why couldn't I be there to receive it in a very unprofessional nasty tone. So I explained to her the whole story and told her that I am in North Carolina and my family is in D.C..

She then told me that there was nothing else that could be done so I got fed up with the whole experience and asked her to cancel the order and the line of credit that I opened. I also asked her for the number to the corporate office. She told me that I was talking to the corporate office and I needed to go to the store to cancel everything in a very unprofessional manner. When she told me that she was at the corporate office, I found it very hard to believe because of the lack of customer service skills that she was displaying.

Later that day, I went to the store where my wife and I purchased the bed to cancel the order and account. Tony, the store supervisor that I mentioned earlier in my complaint was called to customer service to handle the matter. When he came back he was very nonchalant about the whole situation. I asked him if he is the supervisor. Why wouldn't he know when a piece of furniture don't make it on the truck? "Do they contact you to let you know that type of stuff?" He looked at me as if I'm not allowed to ask him anything and said in a very unprofessional tone, "No they don't contact me. I find out when the truck get here and get unloaded. Anything else you need to know?" Hearing that, I shook my head, waited for the nice lady behind the desk cancel my account and left.

Right now, I am in the process of getting Rooms to Go put on something in the army called the 'Blacklist'. It is a list that is put out post wide to keep army soldiers from doing business with places like this. I wouldn't recommend this establishment to my worst enemy.

Husband was injured falling down a mountain at work. Finally, while waiting for him to come out of shoulder surgery, I was able to communicate with Rooms To Go about the door damage. This was exactly one week of delivery date. I was told several different reasons, dates, overdue deadlines for letting them know there was damage. I have contacted them by email customer service, online chat service, and phone. Each time I'm told different things. However, all are sticking to the rule of either 48 hours or 72 hour deadline, according to what day and who I'm talking to. None are allowing my extenuating circumstances of our area being without power and in a state of emergency for five of the days and the next two taking my husband to the emergency room and getting emergency surgery. I would not recommend purchasing from this company until they understand the need to develop customer relations and loyalty.

The repairman came out on a day inconvenient to us (I should have been at work but just happened to have the flu), said he couldn't fix it, took a picture of the remote and said they would mail us a new one. That was about 2-1/2 weeks ago. Really?? So we bought this bed on January 2nd and as of 1/29 we are still waiting for a remote that actually works with it. There also was no paperwork, i.e., instruction booklet and warranty information delivered with the bed. I had bought my entire bedroom set about eight years ago from Rooms to Go in San Antonio and it was a wonderful experience which is why we went to the Corpus Christi store. I will never set foot in that store again unless I am able to return the bed and get my money back.

I thought that was not good customer service as she put me on hold for 8 minutes before her supervisor Ms. Amy answered. Of course she told me the same thing (no one can change the delivery time) I mentioned that I attend Bible Study at my church (New Covenant in McDonough, GA) on 1/27/16 and have to leave at 6:30 pm. My delivery times was set at 12-4 pm. I was concerned that if the delivery company delivered at 4 pm, with all the set up they had to do I might miss Bible Study. As it turned out I missed Bible Study because I was promised delivery and it never happened.

I received my first call around 11:23 am. The delivery truck was not working but it would be fixed and I will receive my furniture today. At 1:48 I called and customer service line went to voice mail. I left a voice message. At 2:27 pm I called the store and they checked and told me they are still working on fixing the truck, but assured me I would receive my furniture this evening. I called again, the store in McDonough at 4:15 and again at 6:00 pm and was assured I would received my furniture today/tonight as they deliver up to 10 pm.

Meanwhile my daughter was so excited about receiving her new teen bedroom furniture this evening. However she was so disappointed when we received the call that delivery would not be today!! I was told by the delivery company that they will call me tomorrow to let me know when they will deliver the furniture. They could not tell me when they were going to call me or when they would deliver the furniture.

Customer service was very rude as well as some of the salespeople at the store. After reading all of these complaint, I have decided to canceled my order and look elsewhere for furniture for my daughter. I don't have the trust in the company and I don't want to disappoint my daughter again. I feel that I have a choice as to where to spend my money and I want to spend it at a store that appreciate my business and my money.

The finance company states that it's a $250 charge Rooms To Go added to my account after we bought the couch, yet Rooms To Go cannot seem to figure out why in the world it has been added, and has the investigation department "looking into it". The website for online bill payment is always down. Meaning I either have to call or pay the late fee. Bottom line, I would never buy furniture from here again, and I would also pass on the message to my friends and family!!

Customer service sent out a technician who inspected the recliner and took pictures of it. He stated that it was, in fact, leaning to one side and that the frame was bent. He stated he would turn in his report and I would be notified by customer service. A few days later I received a call from customer service stating that the problems with my chair were from normal wear and tear.

Reading other complaints, it seems like there is a standard comment from the tech that there is a problem. And, a standard reply from customer service that it is normal wear and tear. Now the bolts are starting to fall out frame of the recliner! I cannot believe that a company as large as Rooms To Go has such poor customer service!!! I guess the mighty dollar $$$$ is all that matters. I requested a copy of the tech's report and the pictures and something to show what made them determine that this was normal wear and tear and to this date I am still waiting for the requested items.

I got the call from customer service in 2 days. They informed me the Technician wrote it was just normal wear. I don't know what the time frame is for normal wear on a $900 chair but I persuade it exceeds 9 months. I'm also very confused on his comment to me "that he see this all the time with this set" and supposedly reported it as normal wear. The only opinion I have from here is take my $$$ elsewhere and pass on my feelings of deception on to my friends and family and co-workers.

No one ever called and we were sitting on the floor waiting. Doorbell never rung and I kept looking out the window. I called customer care after 9 pm and they were closed. We waited until 10:30 pm and no one showed up or called us. I am cancelling my order and will never buy from Rooms to Go again. The worst delivery ever!!!

So far I've purchased a different bed for my 2-year-old son because he could no longer sleep on his floor mattress. This is sad! A company that big is into defrauding people. I did contact my bank as well, there's nothing they can do. But at this point, I need BBB to help me before I file a lawsuit against this company. It's been 6 months. At least give me a refund or store credit for the bed missing.

At this point I'm highly upset, I get customer service on the phone explaining that I still didn't receive the recliner that I ordered. Emily the customer service rep argues with me for about 10 minutes that the store has florentine lights and I didn't see the correct color, now I've been to several furniture stores and never seen or purchased a color that was different when I got it home. I then asked to speak to her supervisors because we weren't getting a solution to the problem. I'm now speaking to Emily's superior Elana, which I decided to record this conversation due to how I was talked by Emily. She proceeds to tell me there is no warehouse problem and my eyes saw the wrong color and customer service will not send out anything else, there was absolutely nothing that could be done. They will never get it right so I need to go back to the local store, talk with the sales rep, get refunded or select something else.

Now I'm waiting on a call to refund my money and schedule the pick up on the recliner I didn't order. This was the worst customer service I ever had to deal with, I'm definitely going anywhere else to purchase my recliner. Major disappointment and horrible customer service representatives. I would not recommend to my enemies to go through what I just experienced on this purchase.

9:15 I get a call from the folks driving the truck. They were within 200 feet of my house. They said the truck would not fit into the neighborhood. This is completely false. How do you think everyone here moved in? It wasn't on a wagon. Huge moving trucks come thru here. It is tight, but they make it. I also stated when I ordered the furniture that the neighborhood was tight. I don't feel they tried overly hard or were really concerned at all. I had to ask what I needed to do. The lady called and asked why I had canceled the delivery. I didn't cancel, the movers chose not to deliver. I was told I will hear back in two days.

So now I have a house with no furniture for goodness knows how long. I don't appreciate this in the least and I feel as if I was simply an inconvenience for the delivery people. I would like to let everyone know that I recommend the lady on the phone, however I do not recommend Rooms To Go. Customers should be valued and a little more effort goes a long way. This was at the Augusta, Ga Rooms To Go.

We're ready to accept that you can't change and your customer service will always be poor. We got what we paid for but for the next furniture purchase, will do more research to find the company that has happier customers. I've added one more star ONLY because after pressure the store manager worked out a compromise. If not for her, I would be seeing if this site edits their format for 1/2 of 1 star.

Original Review: Jan. 2, 2016

We purchased an adjustable bed for approximately $4,000 before Christmas. The delivery showed up on the scheduled date (Saturday, January 2). We were looking forward to the new bed and had our old bed donated to another family. Everything was going well until we noticed a strong ammonia smell. Upon a closer look there were BLACK MOLD SPOTS all over the outer edges of the mattresses. After tearing open the plastic, both mattresses were wet to the touch. We called the Store immediately who told us we needed to contact the delivery company. We spoke with the delivery company and the store and the best response we could get was next Thursday (January 7) to bring replacement mattresses.

They said they will call us back. I'm not holding my breath. We're done with Rooms to Go. STRONGLY RECOMMEND NOT TO BUY FROM THEM. We do not want an attorney to contact. A far more effective method is to carry 3' x 4' signs from the sidewalk (public property) in front of the business for a couple hours on a busy Saturday. We're going to picket 2-3 hours for every night we sleep on our couches. Since our business makes signs, we'll make sure our customer service is fast, efficient and accurate.

At the company, it seems like the departments don't talk together or work together. Sales clerks tell you one thing, customer service tells you another thing, technicians tells you something else and the delivery people tell something different also. I believe the company takes advantage of their customers. I wouldn't be able to sleep at night if I DID that. But, I guess they are ok with it. I would suggest that you buy from some other company. I will never go back.

We set up our delivery for a week later on 12/22/2015 and was given a time-frame from 2 pm-6 pm. I took the day off so I could be there when it was delivered. They showed up at 8 pm and told us that they did not feel comfortable driving the big truck down our driveway in the dark (maybe you should have come on time in the daylight). My husband and my son had to take our truck to the end of the driveway to load the furniture to take it to our house just so we could get our bed. They were very rude, did not apologize for being late and put the bed together in a rush.

On 12/25/2015 I noticed that the bed was leaning to the right, and after further inspection noticed the right side rail was split and the bed was leaning. I called Rooms to Go the following day 12/26/2015 to tell them what was going on. The representative was also less than helpful and she did not seem concerned that my bed (I just spent over $2000 on) was broken and we were sleeping on the floor to prevent more damage to our bed. She advised that they only come out to our area once a month and that someone would have to come out and evaluate the bed and that was all she could do. This is unacceptable. This is my first experience with RTG and at this rate will be my last. Still has not been resolved.

After hours discussing they agreed to send someone in 11 days to assemble the rest BUT I have to take everything out of the boxes and put in the right place where it has to be because their technicians cannot do it. I paid for it and they refuse to do as a sort of punishment because I complained. They kept repeating that the delivery was done and also the driver said I told him that I didn't want the furniture assembled - why I would pay for something I don't want??? It is stupid. I had to accept that condition or they wouldn't send their technicians. I wonder if their management knows they do it and if they care... ):

After hearing this, we decided to go the Glenwood Avenue store where we purchased the dining room set to see what could be done, since at that point we were very unhappy customers, and also to find out when we can get the replacement bench and server. We were referred to the manager, Cornelius **. I explained to Mr. ** exactly what happened and he said "I am listening" and then after I finished explaining the situation to him, his response was that there was nothing they could do. He was very nonchalant, regarding the broken items, with an I could care less attitude. I was furious at that point and walked away to the front entrance of the store while my husband continued to speak with him, with no recommendations from the manager. He did not make any attempt to find an alternative for us. I guess to appease us, he stated he would call my husband the next day around 11:00 AM to provide us with a delivery date.

However, we did not receive a call from him the next day. We figured we would need to find an alternative ourselves. Before we could come up with an alternative, I received a call from customer service asking how our delivery went. I provided her with exactly what happened and that we were very unhappy at this point. I explained to her that the manager, Cornelius **, at the Glenwood Avenue store in Raleigh, NC was of no help at all to him it seems as if customer satisfaction means absolutely nothing. She stated she was very sorry for our experience and that their customers are very important to them. She stated she would credit us back the delivery/set-up charge and that she would schedule the delivery of the bench and server.

She also stated we would not be able to receive our items until the following week, which was the week of Christmas and then she said she was sorry but they will not be able to deliver during the week of Christmas, but could deliver the week of December 28. That totally upset me since we purchased this dining room set on December 6, the first delivery didn't happen until December 17, and the replacement for the damaged items could not be delivered until the week of December 28; 22+ days later. This was unacceptable. She then mentioned that they have two warehouse locations, and I then asked if we could go and pick-up the items. She stated yes we could; they have a warehouse in Charlotte, NC (which is 2 hours from where we live) and Dunn, NC (which is about 40 minutes from where we lived). I stated we would like to go to the Dunn warehouse and pick them up. She scheduled us for Sunday, December 20 for pick-up.

Why couldn't Cornelius ** offer this alternative to us? On December 23, 2015 the Rooms To Go technician arrived within the delivery window and was not aware of what she was putting together. I explained what happened and she asked if anyone was here to help her remove the server parts from the box; my grandson helped her remove the server base out of the box, as my husband had not made it home from work at that time. It did take a little time to put the server together. She completed the assembly and was getting ready to leave our home, leaving all the cardboard on our living room floor; we asked her don't they normally remove the packaging and she stated she didn't know if she had room in her truck. She did take the cardboard remains to her van and my husband notice the recycling truck was coming around and he asked if they wouldn't mind taking the cardboard away, which they did.

I was not aware of when the technician left (she left our home without letting me know she was leaving), but I was told by our neighbor that the technician asked her not to park her car that close to her van. Mind you, the technician actually parked in my neighbors parking spot. So, we had to in turn, apologize to our neighbor for the technician's attitude. I must say, the dinette is very beautiful, but the customer service, I would rate as very poor thanks to the manager at the Glenwood Avenue location. On a scale of 1 to 5, with 5 being exceptional service, we would have to rate Rooms To Go a 2. We feel it was a customer service/satisfaction failure that could have been avoided if the manager had attempted to resolve this issue. We had to talk to customer service. We found out, through customer service that there was a warehouse in Dunn, NC.

We drove to Dunn and picked up the replacement items that was damaged during the delivery. We, along with Customer Service, scheduled the technician to come out to our home to assemble the server. This could not be scheduled until three days later, December 23. My husband noticed that there was a truck located at the Glenwood Avenue store; within 1 hours, that truck could have been driven to Dunn, picked up the items and returned to Raleigh, and they would have had a totally satisfied customer. We assume that was not a possibility and customer satisfaction is not a part of their Company Values.

Word of caution: DO NOT PURCHASE FROM ROOMS TO GO. Another thing the first delivery guys were great. They put my wall unit together but the second set of delivery guys actually told me "we deliver, we don't put the unit together." Are you kidding me. I kindly told them "no you will be putting this wall unit together or we are going to have a problem." But the wall unit was damaged. I will never buy from Rooms To Go again. Never had this problem with their competitors Kane Furniture. They delivered my bedroom set and it was perfect.

I received no such call and my wife called customer service to complain and we were told that everything had closed for the evening and that due to the following day being Thanksgiving that we would have to wait 4 days until after the weekend to speak with something regarding our missing items and sending someone else out to service our furniture. After multiple phone calls we then received the missing foot post for the couch in the mail the following week and I assembled the rest of our couch.

However, when our missing end-tables arrived on December 15th, the driver was very rude and dropped off two boxes and I explained that this was a missing item to my larger order and that we had paid for delivery and set up and asked him if he would be kind enough to assemble these two items for us. I was told that "it was not his job and it did not matter that my order had been screwed up or that I have been in circles regarding my order and that he does not personally assemble anything and that some drivers do as a courtesy on large orders, but that there was no way he would help us" and stormed out of our home.

I once again called customer service and explained the issue and they apologized for the driver and said they would send someone out to fix everything and I went ahead and put the end-tables together myself. Today was my last service call to fix the nightstand and dresser. The wood was broken on both drawers and new holes had to be drilled by the tech, which causes the drawers to catch and scrap when opening and are very hard to pull open as they are uneven. The drawer in the dresser also has a screw catching in the rail and is hard to open as well as very loud, like nails on a chalkboard. I will cancel payment on this order and will never use Rooms to Go again!

Rooms to go needs to spend some money investigating who they hire to take care of their customers instead of just marketing false advertising for decent customer service. I think these employees are choosing for themselves who gets good customer service. Because arriving at my house with a supposed brand new piece of furniture out of its packaging and fumbling it out of the truck (I should have filmed it, next time) scratching it all up. When I picked it up I had two strong guys help me get this in my house as gently and careful as possible, even though they swear it was the lightest thing they have had to lift all year.

Why can't I receive the merchandise I paid for in correct and brand new form? The one in the showroom at rooms to go looked better than this "brand new" armoire. They have all the money they asked for. Now they say February 16 2016 is when my granddaughter can have her present that is paid for in full. The claim they pitch in all the advertising about new furniture, "we want you satisfied" is false to me. Rooms to go should take some of their sales pitch money and invest it in knowing what kind of customer service is being given. Because it seems these employees are picking and choosing for themselves who gets treated right.

I had to call the store several times because pricing for another item wasn't known and they couldn't fix the problem. I asked to speak to a manager and for several days I was told he would call but never did. Finally I was told they would only refund 50-60 dollars for my shipping towards a replacement item or return the nightstand for refund. There was no solution for my inconvenience. By far this is the worst place I have ever dealt with in obtaining furniture and I will NEVER use their company or recommend it to anyone again.

After some arguing the store manager, Mario, calls me and informs me of the mix up. I said I would have gladly kept couch but I was never told to do so. He threatens to call cops (who does this?). I asked him if he would work with me since, again, no one told me about returning old couch (I had given it to a young man who is getting his life started). I gave in and told them to take their couch back. I'm going to get my money back and go to Ashley Furniture. Pathetic!!! So mad can't even think straight.

When I called the store I was told by the person on the phone that it was normal wear and tear and therefore the manager did not need to talk to me about it! I told the representative I wanted them to give me a credit for the dining room furniture as I would be buying something that cost a lot more than the original one, but the representative said they couldn't do that unless I just wanted to come in and buy something else and sell my other stuff! I will not be buying from Rooms To Go again!

Updated on 01/30/2016: RTG asked for more details on 12/15/15 and I sent the requested information on 12/16/15 and as of today, 1/29/16 no further response from them. Does this tell you more about their customer service???

Sincerely, Dissatisfied Customer.

I live by myself, paying for something good and is very bad. I want them to reimburse my money and get this trash out of my home or give me a good quality living room. I have paid a good deal of money for this bad living room. Thank you so much for your help, I know there's a lot a people with the same situation like mine. If you should have any questions please do not hesitate to contact me.

After being in the store for over an hour and no help, we were unable to find another full set that was suitable for a 13-year-old so we went to the Rooms to Go nearby and we found a queen set but they would not exchange the mattress set we had purchased with the kids set and we were not willing to purchase a new mattress set. We received a fourth delivery on November 14 and this was a somewhat acceptable set except for the mirror and some minor chips on the rails. The mirror looks like the paint dripped all over and it has paint chips. The bedroom set is gray so the chips are noticeable as they are white. Rooms to Go is now sending a tech to see if it can be fixed but can only come on Tuesdays so we are being forced to take a day off after we have had to rearrange our schedules several times. We requested a refund but we are told they never take furniture back.

Anyhow, they sell but the customer service reps call themselves 'supervisors' and our experience with Jesse.... very short, rude, sarcastic, and unprofessional! When I asked to please speak with who she answers to for her unprofessionalism, she was quite elusive and said no one was available and that she was a supervisor (THEY ALL HAVE THAT TITLE. LOL). I said I would hold and she laughed and said "you'll be holding a few days." WHAT? I am taking this higher due to her thinking she can now backtrack out of her sarcasm. I wish I'd read these reviews about BBB and not honoring manufacturer warranty, etc. Lesson learned, pay more for better service and go elsewhere. It seems to be happening with many others, so that's not good! In this day and age, a little customer service goes a long way.

I then called the store where I made the purchase. My salesperson is on vacation but another gentleman helped me and called the driver's manager. Apparently, the manager is going to try and have the driver come back yet today but they have no idea what time. SO, I get to keep wasting an entire day waiting on this delivery... so be cautious if you are in the market for furniture.

A couple of weeks later another visitor was here (we don't use the unit only us two at home and we have leather recliners) and the same noise came from the frame of the chaise, so I called customer service again, and they scheduled a tech out on Nov 19th. This tech came out, took pics, removed fabric cover from underneath and looked at framing. This was when I saw the OSB board construction with glue and staples, and made the comment of how this was made to tech, and he agreed, they just throw them together. This information not available when customers are shopping! He also took pics, and I pointed out how the chaise cushion was diving down toward the corner frame of the chaise and the cushions would not level with cushions of the loveseat, making this very noticeable to any guest and for us to look at this 24/7.

The tech advised us that we would hear from customer ser within 5 to 7 days. Today I called them since we had not heard from anyone, they told me they left a voicemail last week (NOT), we didn't get one. Anyway the customer ser rep told me that the manufacturer decided not to do anything with the chaise. I told her I didn't buy it from the manufacturer and expected Rooms to Go to stand behind their product. They only offered to send out another tech to look at it, but it's too near Xmas for us to deal with this right now. I even asked to speak with a dept mgr, or customer ser supervisor but was not offered to do so. We are 60 miles from the store we bought it from and I am just short of loading it up and making it a lawn fixture in their showroom parking lot. Very dissatisfied!! in Bogart, GA.

Judging from other comments here, this is more of a norm for them. My mistake was in not seeking this board prior to purchase. They now have "found a way" to deliver today, 11/25/15, but the window is 7am to 10pm. They cannot call to alert us for delivery, although they could on the first go around? Does anyone find this to defy all sense of customer service???

Two days prior to the delivery I got a call that the delivery would be between 3-7pm Wednesday. I called back and told them that I had said I needed a morning and I was assured I would get a morning, they said they saw in the computer that I had requested a morning but it was never a guarantee. I asked to speak to a supervisor who wasn't at all apologetic or showed any empathy and they placed me on hold for a long time probably hoping I would just hang up. I told him my issues and I told him that it would be impossible for my husband or I to take off another day, but I could be home by 5:30pm. He said that would be fine and he would write that in the computer.

Wednesday comes and at 3:30pm I get a call that the delivery is an hour away. I call back and let them know I won't be home till 5:30pm. They said they would have to reschedule the delivery then. I ask to speak to a supervisor but they say no one is available. I get told the only thing I can do is call them back when I get home. I rush home and call them back at 5pm. I get told they will speak to the driver and see if he is able to make the delivery. No-one calls me back. At 6pm I call back and I am told sorry they can't deliver my furniture. No apology or anything. I ask to speak to a supervisor but no one is available. They say they will have to reschedule the delivery.

I finally got my furniture but my husband had to take an additional day off but I was tempted to just cancel the delivery. The only compensation they could offer me was $50 credit. I find the customer service of Rooms to Go very poor, I would not shop there again. I tried to put a review on Facebook but they deleted it. To this day no one has genuinely seemed concerned with my experience. I guess it's true, they don't care about their customers.

The rocker has been used maybe a total of 20 hours in 10 months and still looks brand new except for the broken back on one side. I call for a warranty claim and they say that I damaged the chair in the home and denied my warranty claim. Then they called me to pay for an additional 2 year warranty. What a joke, the company has ripped me off. They have also denied warranty claims from my sister in Virginia on a broken couch arm and a warranty claim by my mother in Houston for her leather peeling off her couch. I will never purchased another item from RTG.

I asked if I can pick up at store. The reaction was as though I wanted to commit a crime. I assume they get trucks. How else do they get samples? I requested I drive to warehouse and pick up myself. Mind you I live 85 miles away 170 round trip. I was told that I could only do this at RTG convenience. I could do on Saturday (5 days out) or the following Tuesday. So let's see, I'm going out of my way to get product I payed for 2 weeks ago and I have to make an appointment to inconvenience myself. After phoning back to store needless to say, no manager, no assistance and no resolution. I have sent email to corporate, disputed credit card purchase and waiting for them to call for funds. I hope I am available, not have to put them on hold, and find the time to call them when confirmation of resolution is needed... Most frustrated that my future business is of no concern. Manager not even care.

I would NEVER recommend buying anything from Rooms To Go to anyone as had several friends buy couches from them that literally fell apart. Should have listened to their advice!!! My daughter had also bought two of the same memory foams the same week I did. BOTH of hers were worse than ours! The company only gave her the choice of an UPGRADE to more costly ones since this certain one had been discontinued. WONDER WHY?! Plus they are charging her an additional $50 for the delivery of the two upgrades. She is supposed to get them next week so do not know how they will work out. Personally would have even wanted to buy an upgrade. Horrible customers service and horrible company that never, to my knowledge, stands behind their cheap manufactured products!

As we were talking with the salesman he mentioned his mother was dying and was trying to schedule a flight back home, which of course made us feel for the guy. As we discussed what the "true" price should be, we were told the price included a 3 year leather protection warranty which turned out to only cover stains and, at that, gave no promise that stains would be removed. I said thanks but I didn't want to purchase the warranty. All of a sudden he said he was being paged and left. He returned and said his mother had died. We felt terrible and we just couldn't continue trying to finalize the sale and left for the day.

Went back two days later and was greeted by another salesman. We told him we were dealing with the salesman whose mother died and was told, no, she didn't die and was still alive??? We didn't know what to think but Flag 3 was now flying high. We went with this salesman to try once more to buy the sectional. When we once again said we didn't want the Stain Warranty, this salesman left and said he would be right back, similar to what the first salesman did. He came back and said everything in stock had already been treated for the warranty plan and if we really wanted to bypass the warranty we shouldn't expect delivery for approximately 3 months. We're pretty sure he was trying a tactic to get us to say, "In that case we'll take the warranty." That did it, we left.

We were later told by several competitors that some dealers will insist on this sort of "warranty" as it adds an additional 10% to the overall cost. I now have no choice but to question RTG's ethics and will never come close to any association with them. I just thank my lucky stars I didn't give in at some point and make that purchase.

I feel used and abused. I bought crap furniture thinking that it should be fine for light use, but it's not even worth that. He also said he couldn't do anything because this was a commercial account. Businesses BEWARE TOO! BTW - made in China. I should have guessed. They could have made a happy loyal customer for a very small investment instead I have nothing good to say about Rooms To Go or the staff. This could have been a very easy fix but their customer service people could not care less. Will NEVER buy from or say a good thing about ever again about Rooms to Go products or service.

When the repair person showed he said he would take pictures and report it to the company to see if anything could be done, but since I bought a laminated piece (mind you I thought I was purchasing a wood table) I should have had a table cloth on it. It's a dining table, you eat there also, it should not be that delicate. I did not buy a formal dining set, it's a pub style kitchenette. I have not heard back and it has been what's coming up to be two months since the repair visit. As far as the stool, he told me just tighten the bolts. The company and its warranty dept are not accommodating, blew me off and now I'm stuck with a scratched up table and will have to resurface and paint on my own. I will never purchase another thing from this place again. We spent 2 grand that day... Not a good store, don't waste your money.

These lying low-lifes are very convincing and will lie right to your face and say something is covered that they know is not just to get the added commission for selling a warranty under false pretenses. Then when you have an issue they will say read your contract nothing is covered. I will never purchase anything from this dishonest company again. Further I will speak to my attorney about file and see if it is worth it to hold them accountable. But can't wait until they get a class action lawsuit filed against them over this. Just look at all these complaints about shady business practices on consumer affairs!

The GM at Keller Adam ** was extremely condescending and generally irritating stating "He knows all his sales managers and none of them would sale a full coverage warranty." Well sir I hope you know all your managers. They work for you after all and you may want to let them know you don't have a full coverage warranty. Of course they know and you do too, just as you know without any reservations you will sale warranties and lie at all cost to sale them and then lie further to cover your rear. It's only a matter of time before it will all come crashing down on you and to be so desperate to make a few extra bucks that you must lie is beyond pathetic and sleazy. Nebraska Furniture Mart it is from here on out.

Next, he ran my credit, said "it went through" and we paid tax and delivery there. We got our furniture a month later and loved it. I kept receiving emails about signing up for online statements, you have "such and such amount available" on a RTG credit card, etc. I never received a statement. So, I called customer service to get an account number so I could sign up online, and they said they had the wrong address and would update their system. Luckily, I hadn't missed my due date (which was 3 days away!) They took my payment over the phone. The next issue was, the "it went through" line, was vague and misleading. The cost of the set with the TV was $3,600, however they claim I was only approved for a $1,500 credit card. Which means they charged the entire amount (that I didn't know I wasn't approved for) on my $1,500.00 credit card (what I was actually "approved" for), maxing me out at 250% of my limit!!

This dropped my credit score by over 50 points, 2 months before I am to begin shopping for my first home purchase. Had I known this was how they were going to have it "go through", I would never have accepted those terms! If I'm technically only approved for $1,500.00 line of credit, I would never charge $3,600.00 on it! I keep all credit cards at under 30%, no matter what, for this EXACT reason!!! The credit department could not help me. They told me they aren't responsible for what the stores do... and, due to my credit score dropping (after I had just got where I needed to be less than a month ago), they couldn't raise my limit to help with this MESS that RTG created!! Their unethical business practices to get you to leave with a furniture set without divulging the means, is completely disgusting and dishonest.

The bed was delivered with no feet, so we could not correctly assemble it. I called immediately to be told they would be delivered in about 3 days. This was unacceptable, so I said I wanted to return the bed as I didn't need it in 3 days - I needed it now so I would have to go out and buy one the same day. I then decided to have the table exchanged for one I actually wanted but was originally back ordered. For the record the legs were mailed regular mail to me about 3-4 days later although I had clearly told the agent I was returning it. So the company's money was wasted.

This pickup and delivery was scheduled, and I received not one but about four calls confirming the date of a Friday. Then I get a call on that Wed that the delivery guys are in route. I was at work with no way to get off, and I informed them "NO, my delivery was scheduled for Friday as all FOUR of my automated phone calls confirmed." So they cancelled the delivery and made me wait another week.

Now yesterday they FINALLY picked up the return items that have just been taking up space and delivered my new table. Yep, that is correct just a table. I was originally told the 2 barstools that come with the set were back ordered still, however the bench seat was in stock and could be delivered. No bench seat. I contacted customer service to be transferred to online ordering. Only to be told she would have to call me back as the order showed 3 barstools, no bench seat. Guess what? No call back over 24 hours later.

So I call AGAIN today to be told I needed to speak to customer service as internet sales couldn't help to then have customer service say I had to speak to internet sales and transferring me before I could say "been there done that." I asked for a supervisor, and Caitlyn informed me she had left 30 minutes ago. How convenient. I explained my issues for third time in a day to be told she could not make the change order, so she would have to have her supervisor do it and call me back. I am assuming the same supervisor that went home.

Over a week later I finally received a call from the company. I called back to still not have a resolution and be told they would try to get a bench delivered, but I would be charged a delivery fee. HUH? How does that work, that your company makes an error on the order and delivers me a table with nothing to sit on for over a week then expects me to pay shipping. I said "Absolutely not." She said she would work on a delivery date and call me back. Caitlyn calls me back although I had spoken to someone else, and tells me they magically found some bar stools and could deliver it all but not for over a week, however they could discount my delivery fee from $59 to $39. I am appalled they would have the audacity to charge me delivery when I paid delivery on the table with no chairs already, and the bar stools were back ordered (something that was not my fault).

After all this drama and poor customer service I told her to just schedule a pickup on the table - I was no longer interested in doing business with this company, because I was not paying delivery again. She said she would have to call me back. She did and scheduled that pickup. Unbelievable - a company would lose a purchase and a client over delivery. I will never do business with this company again, and I will share my experience with as many people as I can through social media to save them the headaches I have endured.

Finally new bed came, there were no support legs included. Had to use old ones, put together perfectly, no tears, all the screws attached. Within 3 days wood support cracked and those flimsy legs they screw on for support, all fell off. I asked over and over "is there a weight limit I should be aware of?" This is a teen set, my son was there to pick it out, 5'8 200 lbs. I've never heard of a bed not able to support a normal human being. The queen bed on display has a metal support beam, wouldn't it make sense to have metal on a full size bed? Apparently not! And they said they couldn't do that. So I had to go buy a metal frame for 85 dollars to set inside platform getting rid of the slats. RTG said that it was my choice so of course my expense. It's really a beautiful set. Just a shame the the bed is so poorly made. They did offer to sell me a metal frame, but I don't think I'll be giving them anymore of my money.

And also I don't recommend getting the mattress through them either, my son sinks into the middle. $344 I could've bought a better one through Amazon! I've bought several things from them, my sectional, which I love! A repair guy came to fix something simple ended up breaking it, but RTG replaced both pieces, no problem. Daughters set is fine too. Very disappointed with this outcome!

Today I phoned and asked them what is the point in having a "brand new sofa" that cannot do the job that I bought it for? To which I got the reply "We are trying to find the part but you can still sit on it." So in short, I've paid for a deluxe reclining sofa just to use it as a chair because this "brand new" sofa was faulty and nobody knows where this "mysterious" part is. Will not be using this company again and will make sure none of my friends/family use them in the future.

So then they open a warehouse in Katy TX (about 45 min from my house) so I decide to go back and buy a living room set, mistake #2. The drawers on the end tables wouldn't close. Super obvious they were built wrong. Their "protocol" is to send a technician (who doesn't know his hand from his **) to "look" at them. So I tell the customer service person that he needs to bring another end table with him. Of course he doesn't, so I need to take another day off of work for the crappy delivery people to bring me another messed up set. I finally get that resolved after almost 6 months.

3rd mistake, I decide to replace a seat cushion and seat back for a chair on June 10, 2015. Customer service tells me it'll take up to 90 days to receive them. After about 75 days I start calling to find out the status, order number, ETA, or any info, since I haven't received ANY kind of confirmation. They tell me again that it'll take UP TO 90 days. At 95 days I call again and they tell me I should receive them in a week. A week and a half later I call back because I haven't received anything. Again, they tell me I should get them in a week. Another week goes by and I call again but ask to speak to a manager. She (Pat was her name) apologizes and assures me a date that I'll receive them. Sure enough the day comes and nothing. I ended up getting only the seat back the next day, and the wrong size, about 6 inches too short. Immediately I call customer service and report this.

So now I have to take this back to the store and a whole new set has to be ordered. I never received the seat bottom. Somehow it "was never ordered" even though I had the purchase order for both at the time of delivery. So from the store I speak to another "manager" from customer service and she (her name is Tiesha) tells me the other lady (Pat) is not a manager. And she would "take care" of this issue herself. She gave me her direct phone number and we spoke a few times. Now I try to call her and it goes to her voicemail. I leave messages and ask her to call me back, but what do you know, she doesn't respond. I have yet to hear from her and yet to receive my furniture, going on 150 days.

While I was at the store returning the seat back, I got a call from someone at the rooms to go warehouse in Katy (a really nice lady) and after talking to her, she told me that about 8 out of 10 orders are wrong or messed up. Moral of the story, STAY AWAY FROM ROOMS TO GO. Don't be a fool like me. Don't let the good deals fool you. It's not worth the headache and stress.

A week went by with no call! So I went online and tried the online customer service, they said that I should have been contacted, but did not offer to have anyone follow up! So two weeks after the damage was done, I have repaired the damage out of my own pocket! I even emailed the customer complaint department without any response! ROOMS TO GO IS BIG ON LIP SERVICE, BUT LACK IN MORAL VALUES! I will be sure and let everyone I meet about their integrity!

I get a message a few days later stating my delivery time is between 4 and 8. NO I have to work. So I call customer service and was told that is my time and there is nothing they can do about it so I speak to a supervisor and she said, "Well can't you have a neighbor let them in?" Excuse me no I can't and you screwed up already so I need to be there. The supervisor then tells me she will look into it and guess what? Never heard back from her. Received my furniture at 4:30 had to miss work and now have to have my carpet cleaned because of the grease on my carpet from the delivery man's shoes. Thanks Room To Go for costing me even more money.

I will be contacting every agency I can think of to post a complaint. We were forced to go get credit somewhere else and purchase another sofa from a competitor. I have never in my life had so much aggravation... And Rooms To Go does not give a crap about any of it? No problem! I'll make sure you get a very negative review everywhere! Oh wait, I'll be on a list with thousands of others! WTG... Rooms To Go!

I did call and told them since I wasn't shopping there anymore I would like them to credit my cc card since I won't use store credit and they said they would but I won't believe it until it happens. And I'm most upset about buying a couch for 200 less and only getting 10.00 back. Math does not seem right. Also they didn't have pillows in stock when I ordered in August and now it's October 22nd and still no pillows. Called today and was told they were only showing I was owed only 1 pillow. I regret the day I ever set foot in this store.

I wrote to RTG customer service and they took the information of the injury and then never heard back from them. They just told me that I can have my couch replaced for half the prorated amount i.e for $748 plus taxes, bond fee and delivery which is non-negotiable. I did not take up this offer after all the experience with their bad service, cheap furniture and a serious injury sustained. I told them that my primary concern was the broken glass table which did not meet any safety standards, since it was not made of tempered glass and the injury. RTG did not respond to my emails. Please be a informed buyer, the physical pain, mental agony and cost of surgery is not worth the purchase at RTG.

On 10-15-15 the Delivery man comes with my lamp, I had to refuse the lamp because the marble Platform had a lot of marks on it, it was not even in a box. It was like it came off the showroom floor. By this time I'm DONE with Rooms to Go. So I call customer service again, and told them to come pick up all the Funiture. I explained my story to them, it was like I didn't MATTER to them. Aflower gave me her EMAIL address, so I sent her pictures of the legs. I haven't heard from her since. I tried calling but a supervisor will not return my calls.

At this point I'm pissed because I don't have another day off. The customer care rep tells me she is emailing deliveries to see what they can do about getting a driver to send my purchase today. She says give her an hour & she will call back. This was at 4 pm but their customer care line closes at 5 pm. I should've never made a purchase with this company. Waste of time to even get off early from work. If you must purchase from this company PLEASE do not get the delivery service. Just get a Uhaul & pick it up yourself.

Hung up and called the actual store and didn't get too much more help except for being told yes I could come pick up my mattress cover if I wanted to or they could UPS it to me but that's the only day they had available for the sofa and told me to just use the wrong one until then. Well sir they took the wrong one back with them so that is not an option for me. I am very dissatisfied... Looks like there would be some exceptions made when your company pulled the pieces incorrectly and didn't double check before they left with them (the sofa was nowhere near the set I ordered) instead of making me wait another week.

It's now 2015. I took proper care of all of my bedroom pieces. My cleaning regiments included lemon pledge and oil cleaning on all wood, cultured marble cleaning kit, and routine leather cleaning with Meguiar's cleaning products. In the beginning of the year, I noticed the portion of the sleigh bed near the foot had loosen some. Not just in one spot, but all across entire top. I checked to make sure there was nothing wrong with my leather cleaner. The customer support rep for Meguiar's asked if my bed was vinyl. I assured them it was leather, and from a Cindy Crawford bed sold by Rooms to Go. The rep told me I would need to contact Rooms to Go, but before we hung up, the rep educated me on the difference of real genuine leather and blended leather.

While real genuine leather furniture is exactly what the name implies, blended or reconstructed leather is real leather that is basically glued on. It is only as good as the glue that holds it in place. Once that gives out, the leather on top will simply peel off. At no point did anyone say the words, blended, bonded, or reconstructed leather to me during the sales process. I was told that this bed was, "... real genuine leather, not vinyl." I now was faced with contacting Rooms to Go. I made this purchase in 2007. It is now 2015. There was a one year warranty. I am well aware that is up now. However, my bed is crumbling apart and I need to have it fixed. I will admit I was disappointed that I did not get what I bargained for, but I still would like to repair my bed even at my own cost.

The first human I spoke to requested my phone number to check my information. While she was looking that up, I explained that the purchase was at least 7 years old. She transferred me to another person that had me repeat the same information. This lady stated my warranty was up. That was never in dispute. I stated that I just want to get it repaired. She transferred me to someone in their Service Department. That person again asked for my information, then immediately stated that warranty was up.

I thought that would be the end of the warranty talk. Unfortunately, she took it a step further by explaining how warranties work. I found it belittling that no matter what I said she would not stop mentioning the warranty as if that was the problem I had. I just wanted to have someone make the repairs to my apparently not real "Real Leather" bed, give me a bill for services rendered, and I pay for said services. Instead, I got a 12 minute conversation that ensures I will never step foot in another Rooms to Go store. I just hope my experience can help someone else not make the mistake I did.

As my husband was speaking to our sales person I call the store & ask for a manager. I spoke to the person in charge due to the managers had already left for the day. I tell this person what we have been told & he is not understanding why we are being told this & says he will leave a message for the manager to call us the next morning. It gets better. At 10:45 PM we get another call from the delivery service (note all of the calls we have gotten are coming from Brookshire, TX outside of Katy. We live 30 mins from the Arlington store & distribution center) telling us that they still have 5 deliveries ahead of us & want to know if they can still deliver. Now this would put them delivering well past midnight. WHO LETS PEOPLE THEY DON'T KNOW IN THEIR HOUSE AFTER MIDNIGHT??!

Told them not to bring the furniture. We would take this up with the store in the morning. Sunday morning we call at 10 am when the store opened to speak to the manager & was told she was not there & the other manager was in the morning meeting. Told them I would hold until I could speak to a manager or I would call until I got one on the phone. Was placed on hold for 5 min & then the manager that was not there all of a sudden was there. She says she has read the notes & wants to "help" us.

Her idea of helping was nothing. Her idea was we borrowed our neighbor's truck & made arrangements to go to the store & get a new receipt to pick up. When we asked for our $119.99 delivery fee we were told that they couldn't give it to us until Tuesday or later & they would refund our account, not the debit that we paid with. But the account we have with them & are at this point considering it part of our "down payment". NOT A HAPPY CUSTOMER & THIS IS NOT OVER!!

You get what you pay for. You have a third party contractor with no benefits, cheap wages and you send them out to deliver expensive furniture. Something’s not right with that. First impressions are everything and even though I like a lot of Rooms to Go furniture I will think long and hard before I order anything else from Rooms To Go. My first experience with them wasn't the greatest.

In mid July the delivery man came to my home to photograph the damage. We had a discussion about how my photo hadn't shown the damage but he could see where it was. I should have recorded the conversation. By mid August I had not heard anything back and I restarted my efforts- it took until mid-September for them to tell me that my "claim had been denied." I fought their response through the Better Business Bureau. I was able to get the scratches buffed out but spent over $400 shipping and insuring the piece for the repair.

In the end after providing receipts for the shipping and repair, Rooms to Go, they still denied my claim. This company does not care AT ALL about their customers. I had to beg to get them to even respond to me- then they called me a liar. Without the Better Business Bureau, I would not even have an explanation as to WHY they denied me. The woman who informed of the denial could not give me a reason. I have never been treated with such disrespect by someone I do business with. You feel completely helpless when no one will even take your calls. Even though the pricing is good and the product is decent, don't get involved with Rooms to Go. They will treat you like you do not matter- like garbage.

I decided to go to the store and spoke to the Manager, and he check just to find out they were 5 miles away from my house doing delivery and had 2 others. He tried to get them to come back just go get a big no from delivery manager. Well it was rescheduled and the dresser was damage, another dilemma. I called and they said will get back to me. Almost 2 weeks passed and I called since no one called me, just to give me another 2 weeks for dresser to be deliver. When it arrived it was damage again, so the delivery guys took them, told me to call. When I did they wanted to give me 2 weeks more and that's when I went back to the store and this time I spoke to Brandon, and I was told in little words he couldn't do anything.

Well when I said I was fed up with the situation things changed and was moved for the 22 which I ask for morning since I have a flight next day, guess what, I received a phone call saying they will deliver from 6pm to 10am. Explained many times why I could go with the time, customer service said will call me back. Called the store and didn't get a phone call back till the evening from the manager saying he wrote an email to see if time could of been change and nothing else. Today the 21st I get a call saying furniture will be deliver between 0700-200pm, so will wait and see how things will be tomorrow. I'LL NEVER DO BUSINESS WITH THIS PEOPLE AGAIN AND WHENEVER I'M ASKED WILL NOT RECOMMEND at all. Customers service are liars, some managers are too. Not a way of doing great business. And to think I was going to get all I lost in the move from this store because I like my sales lady and furniture, but not anymore.

Well, I called customer service and was given a 12 day away appointment with an unguaranteed time frame of "all day." To give them some credit, they stated they would call me within 48 hours to give me an estimated time frame. So we'll see on that. Our first experience with RTG was a decent one, but I guess thinking we'd bat 1.000 with them was kind of stretching it. The three men that brought our furniture were very nice and careful with everything in our house, but I guess the eagerness to give good service stopped with them. I will update this in 12 days when they do come service the cushions. As for now, my suggestion, don't get the "ForceField Protection" and save your money. There are other products out there that work just as good if not better. This is a mistake that I will not repeat with RTG.

And then, only 1 year later, my new mattress had completely wore out. Rooms to Go did replace that mattress; however, we had to pay an additional $100 fee to have the old mattress removed, as well as an additional $500 for the replacement mattress because they no longer sold any mattresses within the same price range as the original. And so now, less than 2 years after getting the replacement mattress, it has completely worn out again... Huge 3 inch ruts on both sides of the bed. Please keep in mind this is an $1,800.00 mattress.

I called Rooms to Go to schedule another technician to come out and was told by their manager that "The mattress vendor is no longer in business so we cannot warranty the product." Uh no, I really don't think so! It's no wonder the vendor went bankrupt. And Rooms to Go should be next! THEY DO NOT STAND BEHIND THEIR WARRANTIES AND DO NOT STAND BEHIND WHAT THEY TELL YOU. We will be settling this in small claims court as I refuse to accept "no" for an answer. Their vendor, their product, and YES, they will warranty as they said they would.

We asked him to show us where it said it was available in microfiber and we felt that was fair, then we'd be fine with keeping the furniture. Then he proceeded to make remarks that in essence called us stupid. We got his boss's name, but no number. We called customer service and were told that the district manager would call. We have yet to hear anything!! The worst customer service! My husband and I have many years of furniture buying opportunity ahead of us and we will never purchase from Rooms to Go again!!!

No one and I know was or is willing to right this wrong. This happen within the first 31 days and know I have been trying to get fixed so I can use it. This is now day 84. I called and called. "Sorry when buying off the floor it has no warranty" and "that is all we are able to say" over and over. Store manager who threw in a free rug because of the purchase of the last unit in his store - boy when I left I felt special. After doing just a little research via internet it was clear this is common - no big deal. The answer was the same "Sorry for your luck". This sofa/chaise is in Pristine condition - never used. Rooms To Go will never and mean never get another dime from me and if I tell more and more people of what they are really buying. I even try to contact the designer: Cindy Crawford. Money is hard to come by and useless piece of furniture makes me very unhappy and the way I was treated - super sad!!!

They did not stand by their warranty so I retracted from purchasing the TV Console which I had almost paid in Full. I canceled that order and will do so until I'm satisfied. I was hoping to purchase the other grey bedroom set by three months if they had stood by their warranty. Now I will not. I am so disappointed with their quality of the product and will never purchase from them ever again.

I called the customer service first thing the next morning at 8:10 am and spoke with Vanessa. After I gave her my litany of issues she advised me the earliest any of these could be corrected was 9/23. When I told her that was not acceptable she said she would see what she could do and call me back. When I asked when I could expect a phone call Vanessa said she could not tell me that…it could be 30 minutes, it could be 4 hours. We paid $169.98 for the furniture to be delivered and set up. I asked her about having my delivery fees refunded and she advised that Rooms to Go hires 3rd parties for furniture deliveries and the fee could not be refund. I asked to speak to a supervisor and was told that although the call center opens at 8 am there are no supervisors available until 9:30 am. She did not offer to have a supervisor call me.

After my conversation with Vanessa I sent an email message to the customer service center on 9/9/15 at 11:12 am. I finally received a response from my email on 9/15/15. They scheduled a second delivery for 9/15 to deliver the corrected furniture. As you can already imagine...the furniture delivered the second was also wrong. I am still awaiting a response from their customer service on how they plan to rectify. I would never recommend them to anyone.

I don't understand how they can take your money and make you wait over 2 months for the same product. I asked for a discount and they refused to give me one, I also asked for just a specific delivery time for the next order so I could actually go to work and they still refused to do this. If you don't mind waiting on your house to be complete or missing out on a few work days, rooms to go is your place. But I promise I will never order another thing from them. LAZY BOY HERE I COME!

My order was delivered today, only to find out that the package we saw in the store, which included a bed, dresser with mirror, and nightstand, did not come with the nightstand when purchased online, despite the price being the same. I called the internet sales line immediately only to be informed that since I hadn't noticed that the package priced the same as what we saw in the store didn't have the nightstand listed when we ordered online, there's nothing to do.

Shame on me for not noticing the same company selling the same product for the same price with less pieces when ordered online. I processed my return immediately today, since your company didn't wish to do anything to help rectify the situation. I'm losing out on the shipping charges I paid, but I learned a valuable lesson to never do business with Rooms to Go again, which is well worth it. I'd urge everyone to think twice before doing business with this company, but if you chose to make a purchase, double and triple check exactly what you're getting, since Rooms to Go is not interested in providing any customer service.

I called Monday to verify only to realize that they were never ordered. Now the parts will come Tuesday 9-15. (8 days after the original delivery date) I have written 2 emails to the corporate customer care email with NO response from anyone!! I will NEVER order from Rooms to Go again!!! I advise ALL of you NEVER to order either!! The absolute WORST customer care I have ever had with any business!! They DO NOT CARE!! They ONLY want your $$$. Angry customer.

I had to leave, so now I had to wait 2 days to reschedule the delivery. I just called and they told me it will now be 7 more days. I called the local store to go get it myself but they don't do that. So I demanded a refund. Now I have to drive back to have it credited to my card or I can wait for a check in the mail. My bill was over $2300.00 and Rooms 2 Go seems to think the customer still owes them something, and the customers should NOT inconvenience them.

I spent 3 hours of my time finally getting my bank to change my physical address to the new house although I still don't live there in order to complete the transaction which will be delivered 4 days late. I would not recommend Rooms to Go to anyone that I liked, I would not recommend them to any living human being I can imagine. They suck. I don't know how they stay in business. You would be wise too as I, and NEVER do any business with this disgusting company for the remainder of your lifetime. Just advice.

After some words we got to an agreement that on Thursday September 10 they were going to delivered the furniture. On Wednesday 9 we got an email saying that delivery date was going to be on Friday 11 when the manager RODOLFO put his word that he was going to put the delivery for Thursday instead of Friday. At this point we are really disappointed because we are not able to get the furniture tomorrow since again nobody is going to be at home. I want to cancel the order because management and the staff there doesn't know how to manage business. It has been over a week already for us to get what get paid for. I honestly don't recommend anyone shopping at ROOMS TO GO.

Original Review: Sept. 9, 2015

Purchased bed and the guys who delivered were good BUT the bed case had to be replaced which they did because it was torn. My problem with RTG is the bed I laid on in showroom isn't the same comfortable bed that was delivered. It's like sleeping on a hideaway bed and the replacement case makes a horrible noise. Service comes out, does an adjustment that lasted 2 days. I call and complain about both issues. The service dept. tells me they don't sell comfort and passes the buck back to sales. Sales says they can't do anything about the mattress because it's used, it was new when I got it. Here is the kicker, I was told to jump up and down on the bed to break it in. I didn't buy a trampoline I bought a bed.

I told him I had to hang up because I was driving and he kept screaming, "Fine, fine. You figure it out. You hang up on me. I dare you." By this point I was very overwhelmed and a little emotional (being 6 months pregnant). I got in my car and drove down to the gate he was most recently at and asked why he couldn't get on. Apparently they told him he has to go to a specific gate and gave him directions (not only because it's a commercial only gate but it's the only gate his 18 wheeler truck could fit through). When I called him back I told him what they told me. He started screaming at me and told me, "They never said that to me, I am gonna call my manager. This is taking too long and I have other deliveries. You aren't getting your stuff today." I told him that he can call his manager and I would like his manager to call me back. He got major attitude again and hung up.

I got a call a few minutes later from his "manager" asking if I know how he can get in the post. I gave him the directions to the correct gate and began telling of his driver’s attitude and screaming we had had. The manager wouldn't listen and then said, "I will give the driver the directions". At this point then I was nervous about being home alone with this delivery person once they got to my house. I had a male friend come over to be with me when he got here. About an hour later he showed up. But only one person was there to deliver a giant couch and love seat. My friend ended up having to help him move the furniture inside my house. While talking the driver told my friend that his partner wasn't allowed on post because he failed the background check. Which I believe you only fail when you have a felon charge. The items were delivered without incident. My husband later that night called customer service to complain about the driver’s behavior.

The woman he spoke with was shocked by our story and said she was filing a report and would have a supervisor call to discuss with us further after investigation. After a month without a response from a supervisor I called again to follow up. I was told that another note was put in and we should receive a follow up soon. That was almost 2 months ago. Apparently they have no intention of explaining the situation or apologizing to a customer about the unprofessional and inappropriate behavior of their delivery drivers. It's very concerning that they also hire felons to deliver expensive items INTO people's homes each day. Overall I am disappointed and will not be shopping at Rooms to Go ever again.

Needless to say, that the delivery guys did not show up until 8:25 pm. Really almost 12 hours later. So they rudely knock on my door to confirm my address. All of a sudden one of the Spanish drivers appears to tell me, after taking my bed out of the box, he notices a huge scratch. I asked what exactly was he trying to tell me because at this point and time I don't understand. I don't know whether or not the Hispanic man had a rough day because he walked out of my door and said "** it." I said excuse me, "No sir what is your name?" He replied "Daniel." I stated "Daniel, what is your last name?" He stated he didn't have to give me that as he ordered the guys in Spanish to close the door and they were driving off. Mind you, I didn't see any of my furniture because it never made it into my home. I didn't sign nor verbally state that I didn't want any of my furniture!!!!!

So I immediately go to the store because it is located in close proximity to me. Once in the store I was met with smirks, quirky responses and remarks and wanted me to leave the premises, so they called security on me. Needless to say I will never purchase anything from these ** ever again. I feel as if they have ripped me off and stolen from me. I paid in cash so I don't owe Rooms to Go a dime. They owe me!!!! I will make it my mission that everyone knows about my terrible experience!!! I will never patronize from them ever again!!!!

Original Review: Sept. 4, 2015

We purchased on the first days of August. They told us the furniture was not in stock, that they will order the living room to arrive the 31st so we proceed with the wait. It is Sep. 2nd and we said, "Well, let's call these guys as they have not tried to contact us to notify the furniture has arrived or has a delay or something." So we did and guess what? They told us that because we did picked up the sofas the 31st that they sold them to somebody else!!! Whaaaat? That we should wait another month to get the sofas. No way! What kind of CS they have? I will get my money back!

We were planning to purchase a new bedroom outfit for our master bedroom, but after the way you people took no responsibility and blew us off, we will take our business elsewhere. We will also NEVER refer ANYONE to ROOMS TO GO. My wife and I live alone. We are both almost 60 years old. We take very good care of our furniture. You would think that it would last us longer than three years. VERY DISAPPOINTED.

Either way, we didn't get a call and no one was home when they arrived. Between me speaking to customer service and dispatch, my boyfriend called me when he got to the house and the drivers were still there. Which was odd since one rep told us the drivers left for their next stop and would come back to us but she couldn't say when. Now, we never thought we would have to babysit the drivers as they did the setup. We waited downstairs (they assembled the bed upstairs), signed that we received the delivery and then they left. Then we checked the bed and they cut a huge slit in the cloth of the headboard and scratched the leather on the footboard. The headboard cut was about 6-8 inches across the top so we know they saw it.

We are very understanding people, we know mistakes happen. I would have preferred if they just came to us and said "hey, while we were cutting the wrapping, we accidentally cut the headboard" and then just tell us what steps to take next. And if that wasn't bad enough, I Sat on the bed and it sort of dipped in. We lifted the mattress and there were 2 or 3 screws loose and there were a couple of screws missing. I don't understand why they would do that. Someone could have been hurt if the bed fell in. So we moved into our new place that weekend and had to wait another week to get the bed. I complained to customer service by email and I am not sure why they even bothered to ask me about my experience only to have the same issues the second time around.

They gave no compensation for the first bad experience and didn't make sure that the second experience was better. Once again, I received no courtesy call. One rep said it was in the notes, another said it wasn't. Even if it wasn't in the notes, there should be some protocol that says if the time frame changes (ex. Driver will arrive earlier), that the customer will receive a courtesy call. I got a text confirmation of a 2-6 window and the driver called me at 1 pm to tell me he was 5 minutes away and that if I would not be home I would need to reschedule. After fighting with him for about 5 minutes, he said he could not accommodate me. If someone wasn't home when they got there (even though it was outside my scheduled window), I would have to reschedule. I called customer service and was placed on hold for 20 minutes waiting for dispatch.

While I was waiting, the driver called back and apparently had a change of heart. He went to his next stop then came back to me at 2. At least this time our furniture was not destroyed. Then, I got a call from an agent to see how everything went. After I explained to her what happened, she didn't seem to care. Her response was something like "But you got the furniture and you're satisfied with the replacement right?" I told her yes but once again, we had too many issues. She said she would make a note in the account about what happened. What good is a note after the fact?

I have had furniture delivered from many different companies and have never had as much stress as I have had with Rooms to Go. Then two weeks after sleeping on the bed, the middle started to sink again. The legs on the center beam would not stay straight. Because of the bad customer service we received up until that point, we didn't even bother to go through the return process. We went to Home Depot and built our own reinforcement boards for the bed. It's funny how customer service was so responsive up until we received the furniture. After I emailed them again about the problems with the second delivery, they never responded. Not even an apology. I guess they already had my money, I had my furniture and they no longer cared about customer service.

Even though he was off on that day and wouldn't get the credit for selling it, he did all the legwork to make sure I wouldn't have any issues when I picked it up. He gave me another salesman's name, Javier ** that would assist me when I came in. Both gentleman were excellent with customer service. Got the mirror and I still love it. My experience with this location was positive as well as the merchandise that I purchased. Would recommend.