Rooms to Go Reviews

After the sale it all fell apart. My delivery was scheduled for 7 AM – 11 AM and that means the truck is loaded and on the road BEFORE 7 AM. At 9:45 the call came in: my delivery was not going to occur because the driver called-out. I’m sorry, what? Rooms To Go has a single point of failure that impacts tens of thousands of dollars of merchandise with no back-up or risk management plan in place? No agency to call upon that provides a pool of per diem workers as many other businesses let alone furniture stores have in-place? And it took Rooms To Go at least 4 hours to let me know?

Then the lying started. The Rooms To Go dispatcher told me my order was first on the truck for the next day. That means 7:00 AM, right? Right. Liar. The Rooms To Go receptionist who answered the phone at the store told me my order was first on the truck for the next day. That means 7:00 AM, right? In fact, she told me her mother who lived in the same town as me received her delivery at 6:45 AM. Liar. The Rooms To Go MANAGER at the store told me my order was first on the truck for the next day. That means 7:00 AM, right? Liar.

At 8:01 AM I cancelled the order and the customer care center representative, when hearing why, had no concern or remorse in her voice, in fact, she made it sound like this was incredibly routine for them! No escalation, no apology, just another dissatisfied customer, oh well. Could you imagine if I was calling Rooms To Go for a warranty or other post-sale need? Do not buy at Rooms To Go if you want respect and honesty. #RoomsToGo

Well the service tech come and he's professional and all but when my wife saw him with just a BIC shaver and going over the lent balls on the pillows and armrests she was vivid... I'm surprised she didn't put him out!!! She let him try to fix it. She just called and went to complain to customer service and spoke to a Nichol and was told she had to wait for someone to call her... from the office that took care of her case. Oh wow she was even more vivid...

Rooms to Go you guys should be ashamed of mere fact that your employees are not that important enough to even be given a battery operated lint balls cutter... but a mere 99 cent box shaver. That will eventually shave them down too, where if I have to call in a service order every 6 months or so eventually you guys will be shaving the cushions 'cause that is thinning out the armrests and seating... and if that peels away then what are you guys going to do. I would never buy from them again... not even an outlet. Save your money and time go to one of those Value City type of places!!!

It interferes with my work schedule and everything else. Then the bed was not put together properly. After the workers left we had to move the bed over and found that there was a defect in the headboard among other things. We called and they were pleasant about replacing it but it will take a week for it to get here. It should have never been put together in the first place with the defect. I don't believe I will ever use RTG again.

We had to rely on our apartment complex to let them in. Instead of going to the front office and getting them to let him in, he left and said that the exchange was complete. We had to reschedule the delivery for a third time. Customer service was not helpful - the only thing they could tell me is that they would just need to keep rescheduling. If your delivery schedule was not reliable the last two times, what makes you think I would trust it for the third time? ** service all around at best. I’m really tempted to just tell them to take it all back and give me back my money. Learned my lesson. I won’t purchase from them again.

The footboard delivery arrives today only for it to be Damaged, dented and scratched!!! I’m livid! So now I have to wait until next week to receive another Headboard and Footboard and the ONLY compensation for the damaged furniture and my inconvenience is they’re going to waive my $59.99 delivery fee! I will Never do business with them again!! I shouldn’t have to go 2 weeks without a bed!! When they have a warehouse right here in Houston Tx! I asked if they could get it to me sooner? No, I asked if I could possibly get a discount on either the footboard that I initially never received or the Headboard that their repair guy messed up on the Headboard, No... Well I could keep the damaged Headboard and get a discount but I would lose the warranty... How does that help me!?

They got all of my money when I purchased this bed however I didn’t get all of my merchandise and I’ve had to miss work to be home only to get damaged furniture from Rooms To Go!! But they don't care about that. I’m not trying to get an for free but geesh the 2 weeks to a bed!? Never Ever Again!!! I’m so disappointed! This is my first major purchase after losing everything in Harvey and now I’m still sleeping on the couch for another week!

Due to the nature of the defect, I insisted that wouldn't work but I was reassured that it would and that I had to allow for 4 weeks at max to receive the part. I was patient and waited. Shortly after the 4 week mark (early September), I had not received anything and still had a broken coffee table sitting wrapped up in my living room. I called and was told that I had not received my "part" because the order was cancelled and that they were sorry that no one informed me. I was told the order was cancelled because a "part" wouldn't fix my issue (something I said in the first place).

I was THEN told that someone would be sent out to bring me an entirely new coffee table and take the old one way, however it would take over a month being that I was in an area with no RTG now and that they only deliver on Mondays. I chose to be patient, took the day that was given to me and TOOK OFF OF WORK for the delivery.

By October's delivery date, I was called an informed that my delivery window was now on a Wednesday, not Monday. Having already took off work for the day I was quoted, I called. I received yet another apology for the lack of communication and that the phone clerk misspoke when telling me it would be delivered on this specific Monday, rather than it was leaving the warehouse on Monday. Even still, I adjusted. I was able to get my ONE new friend (completely new city and state for me) to wait for the new Wednesday delivery while I went to work only to find that they BROUGHT THE WRONG FURNITURE.

So I called again, was given more apologizes, was told that someone had keyed my information in incorrectly, and that I would be given a new delivery date... again for a month out. November. At this point, I had just planned to call out of work for whatever day they gave me (which I shouldn't have to do in the first place). There WAS however, certain days that I would not be available to receive a delivery because I would be out of town for a work trip. I received a call today that I have a new scheduled delivery... ON THE DAY I SAID I COULD NOT DO. I called yet again and was told my delivery could be moved to next week but it would not be guaranteed that I would be given a date before the next day I said I couldn't do (my Thanksgiving trip). I even went as far as to ask if I could pick up my furniture from a store in the state I'm taking my business trip to since a warehouse is there. I was told that this wasn't an option.

I purchased furniture in July. It is November and I STILL do not have what I paid for. Rooms to Go doesn't seem to be in any hurry to fix this problem or address how their negligence has affect a customer. I had fully intended on making another purchase for my new house through RTG but at this rate, I don't believe they will service me properly or care about the money they are costing me to take off of work repeatedly. I write this complaint because clearly calling does nothing and my patience is about up. After 4 months, I feel I reserve that right and I would love to speak with someone from corporate about their standard operating procedures for manners such as this.

When the day came for delivery, but keep in mind almost 1-2 months later. First delivery was master bedroom. The two delivery guys damaged almost every single piece of the bedroom set, as well as damages to the inside of my home. The way they handled my items through the front door, through my bedroom door, reclining pieces against my walls and windows. I immediately called Rooms to Go after inspecting every single piece. I noticed some damages were not from the delivery guys, it seemed like manufacturer defects or while packaging & assembly from warehouse. Little to say some pieces seemed like they had been retouched trying to cover previous damages. It seemed Refurbished?

I called customer service made complaints about everything and requested for the whole bedroom set to be exchanged including the mattress, because when they removed plastic and grabbed it with their dirty hands they left dirty fingerprints all over the white top mattress. The second delivery almost everything was better, except I noticed they had not completely exchanged the bed. It was same foot & head posts, headboard, canopy, and mattress. I called again to customer service to report.

Third delivery attempt was to complete my master bedroom exchange and deliver the 2 full size bedroom sets. Before they even started I had to explain to the delivery guys all the issues and huge dissatisfaction I have been dealing with Rooms to Go. They assured me that before opening every single box they would allow me to inspect. They were very careful in handling and opening everything. All was going well until one of the full size headboard had a damage to it. They had not even removed it from the packaging box. Everything else from the 2 full size bedrooms was fine. Then came exchanging the pieces for master bedroom. Again they were allowing me to inspect every time they opened a box.

Well was very disappointed when the pieces were already damaged and in worse conditions than what I currently had. Remember that everything comes in packaging boxes, so how can it be that furniture is already damaged if it should supposedly be new. They were only able to exchange some of the pieces and Tempur-Pedic mattress. These guys even had to finish assembling my bed because apparently the first & second delivery guys had not. My headboard, footboard, bedrails, and canopy had loose screws, missing screws, or not assembled correctly. Even the frame legs for Tempur-Pedic mattress were loose.

I was very please with the delivery guys' well done job. Except now I have to call customer service once again to request headboard, one headboard post and one footboard post to be replaced. Didn't have the canopy assembled yet until these posts are exchanged. I also have to request an exchange of headboard for Disney Princess Silver full size sleigh bed. How can it be that items are already damaged before you remove from a packaged box? This is company with about 226 stores in 11 states and revenue of billions. How can they be selling & delivering this quality of furniture? After this experience, which I'm currently still technically even finished dealing with them. I will never ever purchase furniture from them again or recommend them to family, friends, or anyone else.

When the mattress and adjustable base arrived, the base had a clicking sound. The delivery rep would not return the mattress and base. I was told to call customer service to have the base repaired. When I called Rooms-To-Go customer service, I was routed to Sealy, the manufacturer of the mattress and base. When I informed the Sealy Rep that I could not crawl under the bed to get the box that controlled the base, I was instructed to call them back when I had someone available to crawl under the bed. The rep insisted that the box needed resetting and a service rep is not called to reset the box.

When I called local Rooms-To-Go customer service and informed the manager of the response from Sealy, I was told that a local repairman was not available to fix the problem. When I threatened to request a return and refund, I was told that the 5-year warranted stated by the sales rep was not true. On the back of the sales receipt, is a statement written in small print that upon delivery there was a no refund policy. The manager stated that if I requested a new base, I would be charged even if the original base was broken.

I called the 800 Customer Delivery Service, and the rep contacted the local office to get a repairman to service the base. Again I went through the unmanageable scheduling process to get a repairman to come to service the base. Two weeks later, when the serviceman arrived he determines that the box is broken and needs replacing. It was not a simple reset issue as insisted by the Sealy Rep. I must go through another unmanageable scheduling process to get a base replacement. I got the base yesterday, Oct. 18, 2018. I ordered the bed on August 26, 2018. It took almost 2 months to get a properly working base for my mattress.

Original Review: After the third delivery because the first two couches were tattered like rats chewed on them. I finally received a couch set worth inviting company over. The problem!!! The delivery guys totally busted the frame around my glass door. When RTG called to ask about the delivery. I told them what happened. She seemed to totally not care. My door is still broken. No one called to follow up with a repair suggestion. Next time ignore the call. They don’t really care about your experience.

Then after waiting 6 weeks for the sectional I was so excited about. Today Oct 13, 2018 I get the sectional and of course wrong again. The configuration is not the one I picked in store, just like the one on the sales floor. Not to mention the Salesman, didn't write anything up. Right now I have to wait even longer, 2 to 3 weeks to get the configuration I wanted. They fixed the table issue with no compensation. And now I have to wait weeks before I can get the sectional I wanted. I want to be compensated for my time of waiting extra weeks for not what I paid for. This needs to be seen and I have had the worst first time experience at Rooms to Go. I will never refer anyone I know to buy from them.

As a matter of fact I will let everyone know of all the problems I had and like I said NO COMPENSATION. No understanding, no discount, nothing at all. They think they can send it out weeks later and all is fine. Well it's not and I hope all of you reading this but from somewhere else so you don't have the headache I had to go thru for over 6 weeks now. Willowbrook Houston location, Sherman is the associate just looking to make a sale and not checking what he wrote up is correct, nor did he go over it. You trust they write up the right sales info and they don't. I will never buy from this Rooms to Go and I am very disappointed in how they handle the customer service claims when it's clearly their fault.

They created an aggressive sales package offer to seal the deal that day. They created a special SKU and package modification that technically doesn’t normally exist anywhere and is non official I was told. SKU#1070549P with 2 Milano STONE... not BEIGE PowerPlus Reclining Loveseats with Center Console. This new package modification they created specially right then which was supposed to be for Quantity 2 of: Milano Stone Power Plus Reclining Console Loveseats - and they further lowered the sales price in this way to seal the deal. I decided to purchase the item and of the color I was sitting on as I loved it. In less than 30 days on September 28th, I paid the full remaining balance and delivery fee.

A problem since that time… somehow what I wanted magically vanishes from the sales floor and I was it was quote “DISCO'd” meaning discontinued. However, I had an open order and reservation for 2 of them. I was never at any time notified that this happened and both they and customer service are still fully unable to explain or account for how this happened. I upon paying in completion... eagerly called the 800 number for Rooms to Go to schedule my delivery and found this out and was told I had to call the store. They tracked down... the Manager supposedly located 2 “floating” around in inventory and scheduled a delivery. I was told that oftentimes there are still some in the system for specific issues. This was definitely one of them.

I argued that it said Beige and I wanted Stone. They insisted numerous times over and over that they were one and the same. Nope! THEY ARE NOT. - There is a SKU/multiple description and color naming problem that has wreaked havoc and caused a pure hell and completely abysmal and awful and pathetic in every way possible experience in this order. It has been of the worst kind and deserves total rebuke and condemning. On the day of delivery - 3 delivery guys showed up with a truck and 1 Loveseat in a blanket and 1 in a box. I immediately said these are not the color I selected. They ignored me.

I said I ordered Milano Stone. He pointed out the color and says Beige which is a tan form of brown and a completely and totally different color set of furniture than what I intend to purchase. STONE a light color. The delivery people were rude, in a hurry, apparently running behind, they damaged my front screen door and didn’t even stay long enough to test the furniture or let me do a walk around and sit in and test it. They did not fully test it, they are supposed to. They left packing materials behind and orange strips emerging from the backs of the loveseats and didn't close/seal the Velcro on the rear backs. They were out of here! They quickly said, "You have 3 days to call if there is a problem" as they were quickly walking out my door as fast as possible.

I asked where the cupholder inserts where… He said, "They are right there sir." I asked, "Where? I’m sorry. I don’t see them." He said, "Right here" as he abruptly opened and closed the center console. Very rude, condescending, intolerant, impatient and unprofessional. I was disgusted with the service I received that I paid $99 for as a delivery fee. Some competitor companies do not charge this fee to Customers. You do. This was my home and I paid for this, not be disrespected and condescended in my Home. Nobody would find that acceptable.

I could not believe they would not stay to help me fix my screen door as they forcefully jammed it open and it refused to close again. They didn’t stay. No time, have to leave... sorry!! I had a handyman come and look at it. That was rude and unprofessional to say the very minimal and least. Pathetic Customer Service. I told the Supervisor on the phone that I used to work for Apple and that Apple would never allow this kind of crappy and disgusting Customer Service and total lack of quality control and derogatory treatment to a Customer. He said, "This is not Apple," I quipped back... "You got that right!!"

I observed the boxed loveseat be abruptly cut out out of the box. They turned the furniture face down causing the front facing leather in console section to have 3-4 small black puncture holes, by small dark debris they brought in on their shoes. I noticed they were not Stains or marks, they were indeed 3-4 small puncture holes through the leather. I would not accept that. I quickly tested the other loveseat only to find that the headrest motor on the left side did not function at all. This was unacceptable in every way. I called the store I bought from immediately and they said the color was right and that perhaps I was my seeing it differently due to lighting. I insisted that beige is not stone.

Kelsey from the store said it’s the only color. I said it does not what I sat on that was now magically gone and discontinued in that less than 30 day time period. I challenged them to look online at the SKU and the color of Milano stone to see that beige was not even remotely close to being the same color. They are vastly different. She said, "I don’t know what to tell you, the SKU shows Beige and Stone are the same." THEY ARE NOT THE SAME BY ANY MEANS AND THIS VINDICATES AND PROVES IT. They made me feel as though I was stupid not understanding the colors correctly.

I have since been told by a store Office Rep that I was wasting her time, that there is no more solutions and they recommend I refund and shop elsewhere. That is just to release of all and make me go away. Makes me feel like an unwanted and nuisance Customer. This is not my fault. I stood firm and said, "No. This does not match what is shown online and what I sat upon." They said, "Sometimes there are minor and minute shade variations," however, this was even remotely true. What I received was NOT stone. It was beige and they are INDEED 2 vastly different colors. The SKU was wrong and she said it is called both. You cannot call 2 different colors the same. That is impossible and it cannot be true. 2 different things and 2 different shades of color cannot be the same.

Even if the store would have called me when these items when quote "DISCO’d" all of this could have been circumvented and prevented before it was too late. So with the headrest motor defunct on one loveseat and punctures caused by the delivery people on the other I called Customer Service… They also could not explain what happened. However a very nice lady was kind and took ownership and said she would order 2 BRAND NEW ONES and due to this damage and neglect of my furniture she will leave direct and very strict specific orders that they are not to under any circumstances remove the items from the box until in my presence.

They were promised to me and confirmed to be 2 brand new items unremoved and PROHIBITED FROM BEING REMOVED FROM THEIR BOXES TO PREVENT THIS. She kiddingly said she found the last 2 for me. I now know that was no joke. She said I would receive a $50.00 courtesy refund credit back to the original credit card and it would occur after delivery of the BRAND NEW UNBOXED items arrive. Understood. Made sense. Today they arrive. I stayed home yet another day for Rooms to Go Because of their errors, neglect and damages. The truck arrived with 2 extremely tightly and compressed heat shrink wrapped loveseats. They took one out of the truck. I said NO... These were under strict orders to NOT BE TAKEN OUT THE BOXES.

He was a kind man but he said sometimes the orders are not followed or they are ignored by the loading warehouse people because they can squeeze more items into a truck when setting items upright on their sides and shrink-wrap (compressing the leather furniture) and surrounding in a blanket rather than in bulky boxes. I told him there was a very specific and strictly to be enforced reason why they were ordered to be not be unboxed until in my presence. They were pretty much the last of their kind in the United States I was told. I have since been told that is pretty much true.

HUGE PROBLEM, the first one I allowed to brought in was IMMEDIATELY CLEARLY WITHOUT ANY MISTAKE OR LIGHTING DIFFERENCE AS It was dismissively downplayed and said from the store to be a VASTLY DIFFERENT COLOR THAN the 2 currently in my residence BUT the same model style... Milano. SURPRISE!!! These were actually true Milano Stone color that match what I sat on in the store and what SKU# 15406449 is clearly marketed and displayed everywhere. Its line is shown on the Rooms to Go Website. They even at the store said perhaps the colors are different on the website. I said, "No, they are not"… There is a Milano stone and now proof that totally different Milano Beige model exists.

It was clear as day and both of the same color as a matching set so it wasn’t a lighting issue or color variance due to leather pieces. This was specifically the true and exact Milano Stone that I sat on in the store that they no longer have and that a now current sample fabric doesn’t match, what I intended to purchase and actually fully wanted and was told didn’t exist. TOTAL VINDICATION. The 2 sets side by side and on the truck show vastly and unmistakably without any question or doubt a Stone and Beige color difference. The drivers said there was no question and you can see in the pictures THESE ARE ABSOLUTELY 2 DIFFERENT SETS COLORS OF THE SAME STYLE MILANO FURNITURE.

I was not crazy and confused like the store said. There is a clear problem with Rooms to Go and the SKU Color Labeling of this product. Problem: Since they were unboxed against what I was promised and against the assurances I was given from Customer service that the quote last 2 would be ORDERED to BE IN THEIR BOXES AND NOT TO REMOVE UNTIL MY PRESENCE and BRAND NEW… well the guy called me on my phone and said, "Mr... I need you to come look at something before we bring this loveseat up." I came down and looked. He quickly showed me that the upper corner of the blanket around the upper corner of the loveseat had a massive gash piercing through the blanket, through the loveseat and into the furniture corner.

The armrest had a large scratch. It was ruined. Orders were not obeyed, quality control failed. I said, "Absolutely not, take it back. I reject this damaged and flawed product." Unacceptable in every way. It should have never been out of the box first of all as I was promised and assured and as it is documented on my account that it was strictly prohibited from having been done so, secondly, why on earth was it ever on the truck or loaded onto the truck in that very clearly damaged condition? Quality control neglect failure and dereliction of job performance duties. He apologized and put it on the truck.

Who in their right mind would think is acceptable and okay to deliver, let put on a truck for delivery? Absolutely Not! Total failure by the warehouse, quality control failure, driver's failure to not detect it until they were unloading it. These 2 people were the nicest people though. Profusely apologized. The 1 loveseat they had already brought in, I was not happy with… The heated tight shrinked wrap compression and squeezing of the shrink-wrap and blankets rather than being safely resting NEW in a box didn’t feel and look right... The leather was wrinkled, squished and out of shape as though it was worn over time.

Unacceptable compared to the appearance of the WRONG colored items I had in my residence that were in both delivery instances Rooms to Go Employee damaged but looked NEW and smooth and vastly superior in comparison. They took the 2 bad items and left what they thought was the best of the 2 different color sets bunch so I something to sit on. I called Customer Service, they said there was nothing they could do. I said, "Can you explain this… Why all of a sudden the Milano STONE set that I actually wanted and was repeatedly told that I was misunderstanding the color existence of and basically crazy showed up and it was unboxed and damaged? Had those 2 items been boxed and protocol orders followed... They would have not have been flawed or damaged and I am told that both of these 2 sets are irreplaceable now…"

The Beige and Stone which they still refuse to admit that both exist… This has exposed an issue with SKU and color descriptions… (Since my complaining, I noticed that online the references to Beige is almost completely gone and now consistently referenced displayed and called Milano STONE. Coincidence??? There are at least 4 manufactured and should be each uniquely SKU'd colors of the Milano sets... not the 3. There is: STONE, BEIGE, BLUE, BROWN. This was solidified and visually proven today...

The Supervisor on the phone said the item I received which finally being exactly what I wanted and intend to purchase all along and would have delightfully and cheerfully kept if they had not been unboxed and damaged. Customer service received emails... confirmed they are 2 distinctively different colored items and that I was not wrong but said they could do nothing. "Limited choices. Your money back…" and I sit on the floor… after I am put through hell by Rooms to Go. Nope, not off the hook that easy!! 2 days I gave to remain home to this company for delivery, 2 days they failed in every single possible way and don’t seem to give a rats toosh!!! They destroyed and ruined all chances of getting what I paid and waited/gave up continued time waiting around for.

I must now allow a 3rd day to taken to hopefully either fix or remedy Rooms to Go fully at fault and being fully in error for the 3rd consecutive time. Please tell me how this as an acceptable standard or customer service standard to be measured as decent or appropriately acceptable in any way, shape or form? It’s the worst of its kind. You have a serious problem to fix. Was told that what I received is not a Milano set, that they originally came out of boxes with the wrong SKUs and were a “mispick” by the warehouse who cut open the boxes that had the same SKU but a product made in a color that he can’t identify or confirm. Yes you can… look at the freaking website… Hello??? Warehouse, Shipping/Delivery went against orders and damaged and loaded them on the truck.

The Supervisor could not identify what I had. I said it’s pretty simple… It’s Milano Stone Power Plus Console Reclining Loveseat… THE REAL MILANO STONE… He said it wasn’t Milano. It was some other model but it cannot be identified… YES IT IS! IT IS EXACTLY MILANO STONE. AND I HAVE A MILANO BEIGE, which now they are all existence and mention of. Coincidence??? Something has changed in colors or SKU and their people do not know their right hand from the left hand in this and ruined everything in every way that it could be. Call the blasted manufacturer or distributor and get to the bottom of it. Identify and account for these discrepancies in model colors and SKUs. Why hasn’t that been done? No explanations provided to me.

They don't care. You’ve got some serious issues going on. It’s as clear as day and night. You have at least 4 colors of that model now proven to exist or have existed… You’ve got major SKU and inventory description issues. It’s been made clearly evident, by this hideous botched mishap and demonstrated negligence. Now I am told the 2 indeed confirmed different and unexplainable colors one of which they don’t acknowledge even exists or says it’s the same as the other. LOOK AGAIN AT THE PHOTOS… DEBUNKED... I now have a derelict mismatching furniture set, one of which is truly the color I want and wanted.

THIS IS ALL COMPLETELY Rooms to Go PROBLEM FROM BEGINNING TO START, THEY GIVE NO OR INCONSISTENT EXPLANATIONS AND CRAPPY SOLUTIONS AT BEST. They make you feel bad for being upset and voicing complaint. He said if I wanted another set online or something of like quality and price range they would match it. HOWEVER, here is yet another example of disgusting and repulsive Customer Service… I was told they would match only against that custom made and further lowered sales price and not even the full price of what that furniture is. I said that is unfair.

In this case the value as an its rewritten should be honored. I said these were bought on sale and then the price was made lower by creating a package deal SKU that doesn’t officially even exist by Rooms to Go but you will only allow the recognition of the unofficial SKU against all official SKUs? This is a major Customer Service issue that the Company needs to take ownership of and to resolve this. It should not be a limitation… so cheating me out of hundreds of dollars of original value and current sales floor worth of that furniture in possibly choosing quality furniture is a rip-off.

There is no possible or fair way to compare Apples to Oranges when you are taking a hugely discounted and custom modified and non-existent package and trying to match it up against an already existent on the floor official and real package. REPREHENSIBLE CUSTOMER SERVICE. IT SHOULD BE REPORTED TO THE BETTER BUSINESS BUREAU AND STATE ATTORNEY GENERAL. No Customer should experience this. No, Rooms to Go needs to take full ownership and responsibility for all of this crap they have caused and put me through and now expect me to give another day for them to do a 3rd attempt to fix it and the derelict set I have now from me.

I might be willing to consider the Blue if there no other solution your company can achieve to fix this unbelievable and repeatedly demonstrated negligence. I am expected to now offer and give up a 3rd and possibly 4th day of my time to fix their problems yet again. This is not acceptable. They have gone out of their way to make me feel bad by saying... "Well what want from us? We can't fix it... Just take a refund." Not the correct way to handle the issue. If I choose a blue set I demand and expect this company to do more than $50.00… That was try#1. We're on try #3 or Possibly #4 days to get their act together. If you continue to send me crap, I will continue to send and reject the crap back.

I would prefer if this item that is indeed stone which you now have visual proof of existence that matches your website. What is not shown on your website are these BEIGE color models. Show me where this model with this specific color is displayed or shown in its true color accuracy on your website and not mislabeled as Stone which I have proven it is NOT. This shuts down the unknowledgeable comments of it not existing and that it could not be identified as they have been unable and totally unwilling to do and see if it can be found NEW. Apparently I have the unlucky pleasure of having 2 mismatched sets that do not exist anymore in the United States of America. How lovely!

I have every right to be upset at this point. If there is no choice left I might choose the blue, but there is a PowerPlus Recliner chair made in the blue still available. I would expect the $50.00 refund already in the beginning promised and significantly more discount to be applied to it or include the chair or a massive discount off it. Rooms to Go needs to own this even if there is cost involved. The company needs to do far more to make this utter mess they created right. This is Rooms to Go problem and fault and I am holding to full accountability their feet to the fire of accountability (An expression).

If this is not resolved then as a rightful consumer and what any right minded customer would and should do is report to The Better Business Bureau and the State Attorney General's Office for business ethics investigation. I mentioned it to an office Rep on the phone. They didn't and more or less said, "That's your prerogative to do so." How's that for a Company to demonstrate Customer Service? I was just now update informed that the Supervisor told me on the phone is incorrect info. I can’t switch to the blue… It’s apparently vanishing as well.

All that they can do now is said refund me and I sit on the floor after having no furniture because I ordered and paid for new furniture from you and parted with the old, this has failed in every conceivably possible way, telling me I can choose another set which there is nothing in that price range and style that’s truly equal due to only honoring a diminished value price match from the non exist package it was price based upon. I can drive all over the State as all showrooms are different or accept a dark brown Milano “poop” color set of Milano that apparently still exists in the PowerPlus loveseat and still the PowerPlus Recliner. I can see why it’s available. It’s a grotesque color.

If all these records were to be asked for by an Attorney... just stating as an example… it would firmly and indisputably show Rooms to Go failing in every single way on multiple days, multiple Managers, Supervisors, Warehouse, Drivers, Call Center and Showroom Stores leadership. This information if it were a check box list would-be negatively failed all across the board from your company with very minute room for exception. I expect an answer quickly from your executive offices. I expect a direct phone call to me.

I want this corrected and new date quickly and possibly if it’s the only solution switch to the blue Milano and want a very aggressive effort on the PowerPlus recliner that matches. This is the least they can do to fully resolve this and demonstrate true Customer Service and fulfill the values they claim to stand for but have failed in every way to show. At this point, I do not feel that is at all unreasonable or doubt that someone in upper executive authority can override and make it happen after seeing what’s happened and been done to me. This is expected to be placed on the highest desk possible with powers of resolution.

Please contact me immediately. A Ticket Urgently opened with Customer Care has received NO response. Thank you in advance for demonstrating prompt Leadership in your Company and Intervention to prove that you do truly care about your Customers, Stand behind your products sold, and stand for Customer Service and show honor and integrity as a Company to make grave things such as this right for Customers especially given all of the extraordinary circumstances and factors involved. Full exceptions are warranted and just. Thank you! I await response and Executive intervention action.

Interestingly their claims did call whilst on hold; however, the person was either incapable or lacked the authority to process the claim and actually tried to claim that the ineptness of the driver/assembler was somehow an accident. On the subsequent day a claims representative called at 08:30 while I was driving in commute to work, I advised they could call back at 10:00 a.m. when I could realistically take their call. They called at 09:15. I'll rate them a "2" and claim the title of being the only person ever having given a rating greater than "1". I couldn't in good conscious recommend this firm to anyone.

I told them I would be on the way and had they called an hour ahead as promised, I would have already been there. They REFUSED to wait on me to get home. AGAIN customer service did not seem to care. I was on the phone through several different customer service reps before I was once again promised my furniture would be delivered between 4 and 8 pm. 8:00 came and went. No furniture... At 10:30 pm. my doorbell rings and my furniture is here. Along with waking up my 10 year old daughter. After tearing my bed back apart and disrupting my night, they were gone.

The delivery guys were nice and polite. They are put in a bad situation because of Rooms to Go’s poor scheduling, loading of merchandise and mostly because a VERY POOR customer service department. I would not recommend anyone to purchase even a pillow for their dog’s house from Rooms to Go. And the ONLY reason I gave them one star was because there was no lower choice.

So your company not only wasted my time, but my money coming all the way out to the warehouse for nothing. Horrible customer service. I talk to the store manager get a delivery for the following week 9/28/18. Guess what, the delivery driver never knocks on my door to deliver my furniture. My adult son was at home all day waiting on the delivery. Apparently the delivery driver calls to delivery your furniture and if you don’t answer the call, they don’t knock on your door. Did they really even come to my house? (I don’t think they did.) What if your phone was dead, lost or any number of reasons why one may miss a call. How can a company deliver furniture and not knock on the door. I can’t believe this, it ruined our entire weekend twice now and I will never forget this.

Furniture For Less. All I can say is NEVER AGAIN, and I find it unacceptable to have to wait anytime getting my money back.

As I'm heading home, they're driving down the street leaving. Mind you my school is only ten minutes away. I call customer care back, they tell me the drivers said they aren't coming back. Oh so now you guys drivers run the company and call the shots on what they will and won't do. I ask for a refund and was told I would have to wait 24-48 hours until the furniture is back in the warehouse. Then I'd have to wait 3-5 days just to get my money back in my account. What type of crap is that? This company did nothing to help the situation, I was transferred about five times, ridiculous. I will never purchase from this half as company again, I don't see how y'all have a freaking commercial.

I requested that someone come by and look at the sofa and arrange for an exchange or repair. The first inspector stated that it was a manufacturer error and could not be fixed. He stated that he would put so in writing. He did not. At the end, he is an employee of Rooms to Go and must protect its interest above mine. I requested another adjuster to come and look at the sofa. He just left. He told me that it is common for recliners not to close completely. That there is nothing that can be done. I was appalled at his statement.

I find it insulting that anyone would think that a sofa that does not perform to the standards to which it was made is acceptable. I am a working person who works very hard for her money. For me to invest $1300.00 on a sofa that I know is defective is hard to swallow. I was even stuck with a useless extended warranty that will not apply until two years after the purchase of the sofa. As I was told, the sofa is currently under the warranty of Rooms to Go. That is laughable. Rooms to Go got is selling substandard merchandise. That is shameful.

The decent thing for Rooms to Go to do is to authorize an even exchange with another sofa of equal value and transfer the extended warranty. I am asking that you authorize this. The manager of the store (Manny) has been very professional and pleasant but as he was told, “my hands are tied”. I also requested a call back from a regional manager twice, still waiting on that one.

If I got the open configuration without the arm on one side I see in that picture I get 4. The lady who just called to make sure the delivery today was ok and I explained this. She called the store and spoke with the Manager Kim and she said it only gets 4 pillows. Do they not know what they are selling or are the pictures on your site misrepresented. This is becoming a mission for me to have someone take the time to really research this. This has turned my buying experience from good to very disappointing. Can someone take ownership please.

I received 3 responses but none ever clearly explained what made my identical sectional to the one in their ad not qualify. Totally dissatisfied with Rooms to go and after spending $6800 I wonder if I made a mistake that they'd fight so adamantly over 2 pillows even though their advertising shows it. I'm not even complaining that I still haven't received most of it and some won't be delivered till after a month when I purchased it.

I don't understand why can't they deliver twice next week since they cancelled this week's delivery if customer satisfaction is their goal. I asked if I can get it myself because I badly needed the couch which was billed already on my card - but they said online purchases don't have pick-up options, plus I am not within the 60 mile radius of whatever they were talking about. This isn't the first time it happened to me, I should have learned my lesson. Now we have to wait until October 3 so we can finally have something to sit on. Hopefully, it does arrive this time!

After 2 weeks, I called only to be told that the issues were still in service. It's been almost a month now and I've not received a call back to address this issue. I guess I will chalk this one up to lesson learned, but I will never buy from RTG again! This furniture looks like what I would expect to find at an outlet center for a discounted price.

After few hours they left my property sent me an email saying that based on their review the property damages reported were not made by Rooms to Go delivery team, I was shocked after reading that email response, I just wanted to share my worst experience with stupid Rooms to Go company and their claims administrator (Lissette **) and delivery team and wish I had not bought anything from them, and I'm sure I'll never again visit their store, I'll not recommend.

Amy promised to return call after checking on the truck and delivery of the couch. No return call. Called the Raleigh store on Glenwood Avenue Store Manager Sean. Was told he was in a meeting and he would call me back in 45 minutes at 10 am. Still no return call. Called Sean back at 230 pm. The receptionist that answered the phone when I asked when Sean would call me back hung up on me. This is the absolute WORST customer service I have ever experienced and I nor my family will ever purchase from Rooms to Go again and I will go out of my way to tell everyone that I come into contact with this story. I am a medical professional and I come into contact with many professionals. This was paid in full and is going to an elderly woman who has been sitting in a lawn chair since Friday.

Another date was scheduled for delivery (2pm-6pm) and again I waited. At 5:50pm they show up and they cannot deliver it because the drivers showed us a damaged product...really? After a complaint to customer service and a call to the retail store (I spoke with the manager who actually chucked at me on the phone because he knew that I would be held hostage again. He frankly could care less). Now, I am scheduled for a 3rd delivery. This time it better be on time and in perfect condition. What a waste of time and money. I will never purchase from this place ever again.

1 PM rolls around and I suddenly receive a voicemail saying the delivery person arrived at my apartment and no one was there, so I would have to reschedule. Of course, this is untrue, there wasn’t a single knock at our door nor was the doorbell rung. I even had family members arriving home at the time so it’s not as if we wouldn’t have seen him. We have a guard shack at the front of our apartment complex, where everyone who enters has to sign in. Turns out the delivery driver comes into the complex, and immediately turns around without attempting to come to our door.

I call customer service and the woman calls the dispatcher, who says the delivery driver was “too far away” now as if delivery hours weren’t scheduled to 5 PM. Unless the bed I purchased is located in a warehouse in another state, there’s no way he couldn’t have come back. So the end result was I had to schedule my delivery another week later than I was supposed to receive my bed with no compensation whatsoever. I sincerely hope that things go smoothly next week, otherwise I’m simply not shopping here anymore. I can’t believe something as important as delivery of expensive furniture isn’t more refined.

Keep in mind that a couch according to RTG has a one year warranty, and it arrived damaged to begin with, you would think this created a negative record. I contacted RTG and they told me pretty much that I should expect this couch or commodity to break down after a year, not at 900.00 it shouldn't. Now, this couch is falling apart, in the middle of the arms down the center where no one even touches this part. It's pulling away, at the seams, you can see cardboard and glue so that tells you how well it is not put together. I have contacted the BBB, and RTG is not accepting that this product is faulty, and does not think 1900 negative reviews is a bad thing since thousands more are not, I have emails from Cindy at RTG customer support, who is very patronizing and telling me, “Sorry I cannot or we cannot help you.”

I told them I am opening a case with BBB and Consumer Affairs. They told me to take this couch to a furniture to have it fixed, and did not even offer a tech. from their location who knows this product to do it. Why is that? If out of the warranty period by a 3 months, and track record of negative products, including mine, at least send a tech for a fee who knows your product, not offered... I would not pay them anyway. I am moving out of state and do not want to haul a $900.00 couch, that is literally composed of cardboard. My husband and I have not had a new couch in 20 years, I take care of my things and used my savings on this, so I did not have to buy a second hand couch. I would have been better off to do so. I am seeking that this couch is picked up from my current residence and refunded completely to my husband and I. We are both in agreement that this is a "defective commodity".

My correspondence with RTG and now there is a BBB case. I have included the email trail for detail and want resolve to this matter. RTG do what is right you are making so much money and selling defective product, greed, should not feed you, but customers who would highly recommend you and sending others to purchase from you is the way to have more sales and productivity. If customers are telling you a product is faulty take them at their word and get manufacturing to fix the problem, and really care about what you sell. This is a sign of a true blue American company who would live by the golden rule.

So I called Rooms to Go back and had an associate from another department notate my acct about my complaints and notate that I had at least tried to call twice on the day the incident happened. Monday came and I hadn't heard anything, Again, I called back and spoke to someone to follow up. I was told "someone will reach out to you soon". A representative from the customer service finally called and said to email pictures and my statement to her. I did. As of 5 days later, I hadn't heard anything, so I called. Again, I was told that someone would reach out to me. 4 hours later I receive an email stating "after talking to the delivery team and the managers, we have denied and closed your claim". There was no explanation or anything. They just dismissed me! They didn't come out and check the damage in person. They didn't have a manager reach out to me personally. They don't care!

A lamp was broken in transit to my house too and I haven't heard a word on when it's being replaced either. To buy a new home and have it damaged 3 days after signing papers is very upsetting. But the lack of concern from a huge, popular company is infuriating. I spent thousands of dollars on furniture from this company and they can't be bothered with a few hundred dollars (if that) worth of repairs. They don't care about their customers. I will never buy from them again, nor will I recommend them. I highly recommend that everybody go elsewhere. If not, keep very close eye on your delivery team.

I am still paying on this purchase and very upset that a defect of this magnitude could possibly be disregarded. I found this email address online and hope that someone will ensure me that this matter will be situated. I asked for an email confirmation and the rep stated that she could not provide that for me. I have not had this set an entire year and with a purchase that was well over $900.00, you would think customer security and satisfaction would extend beyond the purchase. There was no flexibility offered with the dates of the tech visit and the Chat Rep was very rude and used that all time phrase that makes a consumer feel cheated, "This is ALL we can do!" In a world where customers can choose any company to purchase furniture, you would think someone could have provided me more security with this situation. A 18:31-minute wait and the only appointment that was the soonest available was August 21, 2018.

On 8/28, I received a reply from Lourdes Campos (President Assistant) of Rooms to Go. Ms. Campos stated that the technician's findings concluded that the damages were not under warranty. I then called Rooms to Go and a CSR stated that my claim still shows "pending" and there was no decision made. I also have a transcript of a conversation I had with CSR from Rooms To Go and she stated that items under warranty are either "repaired" or replaced" and that a technician report does not make the determination the CSR Care Team does... Not to mention that the actual technician stated his job duties and he also stated that the table could not be repaired, but should be replaced. We were forewarned that our BBB complaint would come back to haunt us...sure enough it did.

5 days later we call and they say it’ll take ANOTHER 5 days to have someone out to our house! I wish I was lying about how little they cared about the HUGE inconvenience they have put us through. I begged my fiancé to have it returned because these people do not deserve a single dime of anyone’s hard earned money!

I call the driver who had called me when they arrived, he did not answer... EVEN THOUGH he was literally in the truck and saw that I was trying to contact him. They eventually motioned to me "just a minute" and that they were turning around, so I text the guy's phone to let him know I was going to meet them in the loading DOCK. I wait for 10-15 minutes. No show. I call him, he doesn't answer. So I call dispatch, and they told me that someone had released them. L O ** L. So my blood is boiling pretty ** hard right now. I NEVER write reviews, but this has been the most inconvenient and time waster of my life. They said a window from 9-1... they didn't even show up until 12 40 ** 5... and then had the AUDACITY to leave without giving me my couch. UNACCEPTABLE. Maybe make sure that your drivers know how to drive before hiring them on as delivery. HUGE waste of my day off... and who knows how long I have to wait to get my damn couch.

$1300 dollars it cost me to fix my car. The delivery people dropped my 1st couch. I told them I didn't want the couch if it was damaged. They left so quick and I realized when I went outside why... They damaged my car and they broke the couch. I had to wait a few weeks to get the replacement sleeper sofa. I moved it to clean behind the sleeper and the leg was broken. Plastic hollow leg holding a heavy sleeper sofa. Ridiculous. I paid for stain resistant. I got nothing. Poor quality poor service. I have a stain and it won't come out.

This place has the absolute worst customer service of any company I have ever dealt with. They will not do anything to fix their own mistakes. Needless to say I am canceling this order and I will never ever buy from Rooms to Go again. I must have talked to 5 managers to try and make this right before submitting this review. All of them refused. Very sad!!!

I got so frustrated the next day I called RTG to cancel my order. Then the lady said that it would take 7 to 10 working day for me to get my refund. Then after 7 business days they tell me that it takes 21 days for the cashier's check to clear before I can get my refund back because I paid with a cashier's check. This is crazy. The cashier's check is money and the funds are there. So I am stuck waiting for almost a month to get my refund. Never again will I ever I mean ever do any business with Rooms to Go. I should have looked at the reviews. RTG and Badcock have a very bad ratings. I am taking my business to La-Z-Boy furniture. You may Pay a little more but it's worth it.

Noticed my eyes and nose felt burning and skin itching even with the mattress cover and sheets on the bed. I then decided to inspect the mattress with a light and magnifying glass and found actual small brown bug crawling right below top surface near top cording seam of mattress around same area that I initially saw the dark staining and specks. My immediate reaction was that this mattress may be full of small bugs and that could be reason for smell. I was upset and afraid the mattress was full of bed bugs and now my house is infected.

The next morning I called Rooms To Go customer care department and explained what happened and was told that mattress could not be picked up for another day and was also told that if my house needed treatment for bugs that they would not be responsible for paying for this. I spoke to the manager of the store concerning all this and he kept saying that I was making claims of seeing a bug and the store could only pick up the mattress but it would have to wait another day for pick up. I told them that this was not acceptable and there must be some way that he could have this mattress out of my house asap, but all my attempts requesting this failed.

I am 67 year old and could not get this mattress out of my house myself so I was at the mercy of Rooms To Go. I called a pest control company to inspect my house and they summed it up as I will have to monitor my home now and keep checking to make sure that I don't get an infestation, as he could not see any sign of where eggs were laid or actual living bug at the time of his inspection. He did say that during the day bed bugs stay in any crevice in wood or seams of fabric and feed on a human during the night.

This is all nauseating to type as well as all I have experienced in the last two days and I just want to tell folks to not purchase a mattress from Rooms To Go. The quality of their furniture is also poor and not substantial and I will not set foot in another one of their stores. I did not get a complete credit from this purchase and I feel for the hardship this put me through I should have gotten a full refund. I never write reviews, this is my first and I feel that others should be made aware of my hardship so this doesn't happen to anyone else.

The pest control company that inspected my home actually told me that they have had other customers who bought mattresses from Rooms To Go and had same issue of bugs in mattress. Also, I called the actual Serta customer care corporate office and got nowhere with this person either. She passed the buck back to the store. This has certainly changed my views on Serta and their responsibility for quality control when they are providing retailers with their products.

I took a lot of photos and was told that they were not sufficient, I am a professional photographer? BTW in order for a tech, to come over to my house it took forever to take place. They could not fix it, so they gave me another one, was it new? I know in retail you can use that clever gun to put tags on an item. Now, this couch is coming apart in a seam area by the nail heads and I do not want anyone fixing this. No contact to this part of the couch is taking place, so what gives, the seams... I am moving out of state and cannot have RTG come to Idaho to keep fixing a $900.00 couch. I want a refund of my money and no more technicians to fix something that is going to keep falling apart.

This couch was a luxury item to my husband and I, we had not purchased a new couch since 2004. I am not going to upload photos as that is very inconvenient and I should not have to be going through this. I feel "ripped" off, a pun intended. RTG, please refund my money, you cannot fix it 5 states away. This was something my husband and I felt we could make our home beautiful and now we have a waste on our hands. So poorly constructed... I need this refunded ASAP as we are moving soon, why should I pay to move this couch and not have a product that can last us a long while.

Now I'm pissed, so I called customer service and they said they would bring a new one next week. Wait what, I need to wait another week before they fix their **. I feel like they took advantage of my wife's kindness while she was home alone. DO YOURSELF A FAVOR AND BUY ELSEWHERE IF YOU NEED DELIVERY! We will see how long this takes to solve.

Attempted to contact Rooms To Go corporate, 20 min hold with customer service to simply take a message and hope for a callback. No timeframe given for corporate management to return call. Contacted store manager never returned call. Called again today. Spoke with a different manager. Offered me $100 for my issues for the last 2 months and new replacement of furniture delivered today which took 2 months to deliver. When asked to have corporate contact to complaint, she transfer me to that lovely customer service line. Sat on hold again 20 min for that representative to simply take my number. Worst experience ever.

I was told that it could take 3 - 5 business days for the report to be received. They would only repair the items and not replace the furniture which is unacceptable for the amount that we paid. This set was over $3800.00 and not to mention that I am a repeat customer. RTG's customer service department is seriously lacking in customer service. It is now July 20th and we still do not have a resolution for the repair or replacement for our furniture.

I personally feel that because of the amount that we paid the furniture should be replaced instead of repaired. I called to get the date for which the furniture will be repaired since they can't accommodate us with replacing the pieces only to get the response that someone will be calling me by the end of today. I will post an update on whether or not I receive the call today. Please don't do business with this company. Their customer service department is not local and you have to rely on their customer service representatives to actually do their jobs. In this case, has not happened as of today. Very disappointed with their service.

Updated on 07/24/2018: After numerous calls to the customer service department. I am told something different every time I call. The technician has the parts, the technician is waiting on the parts, he has called several times but I didn't answer, Nia will call me back before the end of the day, the items can't be replaced only repaired. None of which is true. The customer service department stated that they do not honor any type of returns.

I decided to contact Customer Service before closing out this review, here is what I was told this time 07/24/2018 1215. Spoke to Jessica and she said she would call me back but it is now 6:42 pm and I have not received a call from anyone. I will try again tomorrow.

After leaving the Dr and reading on bed bugs I called an exterminator! 1st exterminator could not find any bed bugs. My daughter still getting bit and now scared to sleep in her room. Called another exterminator and she examined the entire house to my surprise BED BUGS were hiding in the headboard and frame that was delivered!! ONLY IN MY DAUGHTER ROOM! I called RTG spoke to Katherine the manager! She said she apologize and will have another set delivered on 7/28/18. I never received a call from RTG C.S. about a time. I called back to speak with Katherine and Grace told me Katherine was unavailable to speak with me. I then called C.S. line and spoke with Heather!!! VERY RUDE!! She told me It was not RTG problem. RTG spray down all furniture before delivered. This set was last checked 12/2017 and has been sitting in a warehouse since then. I disconnected the call with Heather.

Call again on 7/17 and spoke with Lisa ** again RUDE! Per Lisa she spoke with Katherine and was told she has no notes of me calling or of Katherine telling me the set would be exchanged. After doctor bills, exterminator and bug sprays. I have decided to take further action!! My daughter skin look so bad she is afraid to wear shorts and short sleeve shirts due to the bit marks on her body. I am very upset with the way I was treated! My household did not have any problems prior to getting a bedroom set from rooms to go. I will attach pictures.

Additionally, employees on the customer service line refused to provide their employee identification information or names. Upon further inquiry the description of the location the driver alleged to have gone does not match the delivery location. When I asked how this mistake was going to be corrected I was told there was nothing that could be done and that the earliest the delivery could be made would be in two weeks because they had to be sure the furniture was in stock. I am confused as to how you can have furniture on the delivery truck but not be sure if it’s in stock.

We then called the store where we purchased the furniture. The store manager told us that the earliest they could deliver would be this coming Monday. However, it would be an add on delivery with another 15 hour delivery window and no call ahead. This is not a solution. On top of spending $2700 with Rooms to Go you are asking for 30 hours of my time to correct the mistake made by the delivery driver and a company that fails to hold its employees accountable. I am highly dissatisfied and would appreciate immediate outreach from someone who can correct this mistake.

I called in the customer service representative and when I asked - she did confirm that I have the Forcefield and mentioned to me, that it covers only stains. Why? I strongly believe that when I take this warranty matter what - I should get a fix or replacement, irrespective of the type of damage else why do I need this BS Forcefield. This is total rip off and I feel I lost my monies in this. She is asking me to google and find out if someone will fix it for a price. My question is: Why in the freaking world should I search OR find, when I have invested in Rooms to Go product. I am totally pissed at this customer service response. Extremely bad!!! I can share images if needed??

I called the call center and the store where I purchased my items and now they tell me that the delivery window would now be 10pm and that the driver would be calling me when he were 30 minutes away. Well the only call I received was an voicemail saying that the delivery driver came out and no one was home. I was at home the entire time, the guy never showed up and no one tried to help me get this matter straight!! I lost 8 hours of work time at 18 dollars an hour! I am just appalled that no one at Rooms to Go cares enough to help me resolve this matter in an respectful manner. I am upset and angered by this because I donated all of my bedroom furniture to Habitat for Humanity and I’m now sleeping on the couch because of Rooms to Go negligence.

So then I contacted them live online and receive the same attitude. They informed me that my one-year warranty was up by a couple months and when I asked them to give me some direction on who they would recommend to even come look at it to repair they gave me the same attitude. Not helpful response. I understand it was a one year warranty but they could’ve been a little more helpful trying to keep me as a customer. Guess what. They didn’t. I will never go back there. Well if I do it maybe with the recliner through the front door. Cindy Crawford ought to be ashamed to be associated with Rooms to Go.

I was mostly disturbed by the unprofessional and lack of caring attitude of all the staff that I spoke to at least six along the path of the loop de loop they put me through. The final person identified as a supervisor told me to end the conversation if I was done talking or discussing my issue with her and we could just hang up and she would cancel the order. Wow what professionalism. Never again will I buy from the store. I was not surprised by the low reviews I found on this website. At least I’m not the only one. Buyer beware. Looks good but it’s not!!! Terrible business practices! Absolutely no care or concern for the customer or the customer experience.

After many calls to ensure that this would happen, and ensured every time that the manager would call us with further information, we received no call/info. Our last call revealed that the delivery people had completed their deliveries 2 hours previous, and of course with no call. We were then informed that we had to wait 48 hours for our order to be unlocked in order to even schedule another delivery. Nobody at the call center or store knew any further information, and despite all of the many calls, EVERY single manager stated there was absolutely nothing that could be done outside of waiting the 48 hours.

Assured Monday morning, we could reschedule, Monday morning rolls around... Account is not unlocked. Monday night comes around, order is FINALLY unlocked however the next available delivery time is THE FOLLOWING THURSDAY. An entire two weeks after our original delivery date. All with the response of nothing further could be done. So here we are without a couch, dining room table or rug for two weeks with absolutely nothing they can do (out of their hands supposedly) and no accommodations for an earlier delivery time.

The workers including the managers are EXTREMELY rude and even the workers even at points refused to transfer me to another worker or manager. Nobody whether at the store or call center give two craps about your issues, and no nothing about their own policies. I find this entire 48 hour lockout period, and the fact that not even a manager could override it to even allow a new delivery date ABSURD. The only way they claim to be able to communicate with delivery drivers is through email. RIDICULOUS!! OVERALL: I have absolutely hated this experience, and after this delivery I will NEVER order another ROOMS TO GO product again. Let's at least hope the order is correct when it arrives! I'd give this place ZERO stars if possible.

I left work early and rushed home, as well as having my boyfriend leave work and rush to my house, but the delivery men left before we arrived. After speaking with multiple customer service people and finally returning to the store, a third delivery was scheduled for Saturday 6/23. I had plans to go to North Carolina on Friday, which I canceled to wait for my delivery. I waited for my delivery until I got a call from the store that I was going to be one of the last deliveries because my furniture was all the way in the back on the truck. The store manager offered to reschedule the delivery (for the fourth time) to the following Saturday 6/30. So I had changed my out of town plans for nothing.

As I was driving to North Carolina, I got a call around 11 am to tell me that my furniture would not be available until 7/15. I asked how that was possible if my furniture was on a truck today to be delivered to me today. She said that I could not have that furniture because it had to be checked back in to be delivered to the next customer. I asked if I wouldn’t be the next customer since I ordered mine on 5/28. Then I asked to cancel my order. She said I couldn’t do that. I asked to speak to her supervisor. She said I couldn’t speak to her supervisor and that the supervisor wouldn’t tell me anything different anyway. She did put me on hold and came back to tell me that I would have my furniture 6/30, but she did not have a time frame.

At no time was I ever offered any compensation. The store manager agreed to refund my delivery fee after I came into the store to speak to her (she was not available to speak to me on the phone even though I was waiting on hold for over 20 minutes) and I demanded it. After asking for additional compensation yesterday, I was offered $50 store credit. The couches cost me over $2000. I will never buy anything for Rooms To Go again, I have been telling everyone I know this story so that they will never buy anything from this company, and I am going to post this story as many places as I can so it reaches as many people as possible.

One order was finally delivered damaged, but the desk and bookcase did not arrive since it was on a different order. After 15 business days and more than 10 calls, numerous emails, dealing with rude associates, and responses from associates that did not care, Rooms to Go could not give me any information related to the order. Multiple times I was told someone would contact me, still no call. I have a home office and recently purchased a home and needed these items in place to start working.

Needless to say, I cancelled the order this morning and purchased the office furniture from another vendor. I had to start the entire process again, but refused to give Rooms to Go another dime. Rooms to Go internet sales has been the worst vendor I have ever dealt with. Because of this experience I will never shop Rooms to Go store or online sales again, which is unfortunate, since I have purchased so many things there in the past. Do not make the mistake I did ordering from internet sales.

Dining table and chairs were delivered on April 9, 2018. Chairs had to be repaired again from the store's repair team. This again required several calls to the customer care and the store. Wrong sofa set was delivered on 9 April 2018 and it was replaced with the correct one on 29 April, 2018. Coffee table and the second side table were delivered already damaged on 28 April, 2018 and we returned those right away. This was frustrating experience to go to a different store for replacement and we could not find anything we liked.

Customer care has confirmed us that they can deliver the selected pieces on June 19, 2018 (after 2 months). We have one side table in this set currently in our living room and the store canceled the outstanding deliveries on June 19, 2018, without notice. Store people are extremely rude and incapable of explanation. Customer care is unhelpful and we are stuck with partial order for living room. All the store managers we dealt with, George and Mark, have been transferred and it is impossible task to explain our problem to anyone. We are running around circles between customer care and the store to figure out what's happening and this is our last resort.

I immediately called Customer Service and the lady asked why he didn't just leave it and I told her he wouldn't. She agreed to make an "Exchange" appt. Geez, here we are again... I am so disgusted that I want to just cancel and get my $ back. I am sitting here looking at my sofa with the feet in the upwards position (It doesn't work). Could this start a fire? I just called the Greenville SC store where I purchased and spoke with Assistant Manager to see if they can just pick up the furniture. Waiting on a return call. Will update...

Original Review: I purchased a Sofia Vergara Monaco Court Charcoal Sofa and soon after I received it, I noticed something would itch. I started seeing a bunch of the stuffing coming out of the material of the couch. I am still paying for it, unfortunately, but for as much as I purchased it for I would have expected better quality.

Original Review: June 16, 2018

The store manager Mick ** of Mobile Al store, was very rude to me and my wife. He treated us like we were both idiots and said he didn't care if ever shopped there again. It was unfortunate that we had paid cash for our recent purchases. If he is an example of RTG management, STAY AWAY!! If the request I was trying to complete had been explained to us correctly, I would not have had to deal with this not customer person. I still have other furniture needs and I will not be using RTG thanks to Mick.

Customer service said the next delivery would be mid June! I contacted the store manager in Myrtle Beach Bob ** regarding the poor customer service, who basically stated there was nothing he could do. I asked he make arrangements for an earlier delivery date as they had received my money weeks earlier and I was still without the bedroom furniture I ordered and that the furniture be inspected PRIOR to the third delivery to ensure it was not broken or damaged. Mr. ** did just as I asked and the next delivery was June 5th. On the third attempt, the undamaged furniture was finally delivered.

I contacted customer service for compensation as suggested by a RTG representative named "Jamilla" on 05/15/18. I asked to speak with someone who had the authority to resolve this situation by providing compensation for the lost work time wasted waiting for the delivery of broken furniture and the inconvenience of having to be available for the same delivery for three separate days in the amount of $285.00 and was told by another customer service rep they would only give $25 refund or $50 store credit. I spoke with supervisor "Savon" who stated they would only refund delivery charge of $89.98 and nothing else. I asked to speak with someone who had the authority to resolve this situation with proper compensation being I was being told different things by different employees, and he said he had the authority, but would not consider what I was asking.

I asked for his manager, Karen **. In speaking with her, she also refused to give proper compensation for the 19 hours over three separate delivery days wasted. After informing her I would NEVER EVER shop with RTG again, she became very condescending on the phone and didn't care RTG lost another customer! I asked for her boss' name and number, which she refused to provide beyond the "presidential department" and the RTG website. With little to no help from customer service, I have since written numerous emails to the CEO/president Jeffrey Seaman and other executives for RTG & continue to use social media to forewarn other potential victims [aka customers]. The lack of professionalism and treatment I received from RTG customer care center is just beyond words. Save yourself the frustration and do business with a company that actually cares about its customers!

I called them again earlier this month 5/2018 when the marble tab top to my kitchen table almost fell off and hit my son's foot. Not only was the table top wobbly and shaky, all my kitchen chairs had to be re-screwed, one screw in the middle of a chair was completely missing and two of the chairs don’t even touch the floor. They are uneven. I called and spoke to the manager, who said there was nothing they could do. I should have gotten the extended warranty and for me to call the customer service line.

I noticed that when we looked at the bottom of the furniture it said inspected June 2015, but it hasn’t even been a full 3 years and my furniture is already falling apart. I paid good money for this furniture, and paid it off early, so for them to sell me garage and not want to correct the mistake, really frustrates me. I left a message for the customer service department to call me back, because they had a large volume of calls, and I emailed them as well. To date I haven’t heard from them. I don’t know what else to do outside of filing this complaint, or if I need to speak to a legal representative to see what else needs to be done, but their level of nastiness and lack of concern is frustrating.

I spoke to CS, and the guy told me that he would have to submit a request for the pieces, and if available, would take 3-5 days to receive. If not available, up to 90 days! But for me to know, I would need to follow up with them to check the status. NOT MY RESPONSIBILITY! And they had no way of contacting the distributor to check the status of part availability. Luckily, UPS sent me an email saying that parts were being sent... not RTG. This is not good customer service.

My daybed was scheduled for delivery for a certain date when I purchased it at the showroom. I never received an AUTOMATED phone call to “confirm” the delivery time window, so with my busy work schedule, I assumed there was a delay. I missed a call at work that the delivery man was at my house and no one there. Of course not, if I did not receive a confirmation of time. I call CS to get it resolved. She needed to contact the dispatch office, who would need to EMAIL the manager, who would get in contact with the driver to see if it would be possible for him to come back, but could only do so if someone was present at the residence now. I’m not going to have someone go to my house, sit there to “hopefully” have them come if they can.

The CS lady told me they could only reach out to the driver if someone was there. Seems a bit backwards of a process. 3 hours of waiting later, I call back to check on the status, and the driver is unable to return to my residence this day. If I would have had someone go to my house and wait, for me to find out this news, I would have really been even more upset. The CS woman then tells me I must call back after 48 hours to reschedule my delivery. I was livid. They are doing nothing to help me at all. I ask to speak to a manager, who was conveniently unavailable, but managed to “remove” the 48-hour window to reschedule.

My daybed arrives a week later, and it is damaged! A huge tear on the side of the bed. And there are pieces/bolts/screws missing, and in the picture below, there are brackets on the front... for what reason I do not know. I, again, call CS to resolve. No help, other than to reschedule another delivery of the part damaged. I ask to speak to a manager again to compensate me for all the troubles. The manager tells me that they have already taken $100 off the delivery fee, and that’s all they can do. I was not aware of the delivery fee being reduced, but that is still not enough. He then says he can offer a $75 in store credit... I will not be taking as I will never shop here again. I explain to him my troubles and that I am very dissatisfied. All he can do is say “I understand your problems but unfortunately this is policy”. Well you will not have a returning customer out of me again! I am still waiting for the delivery of the replacement parts.

I look online today, and my daybed is on sale $300 cheaper than what I paid for it. I want a price adjustment for my 4 week ordeal and lack of customer service. The showroom people are great, but the call center and customer service is HORRIBLE. They are not rude, but the companies policies and customer retention is ridiculous! Do not ever shop at Rooms To Go!

Scenario: My theory... in Synchrony Bank/Rooms To Go credit department someone has come up with the idea that if a person has the means to pay for their purchase then their credit application process gets flagged and the process becomes purposely difficult so that the purchaser (me) throws up his/her hands and says "oh well I will pay cash". Sale complete! And they have all their money up front. Neat and tidy.

In the meantime, in my opinion, another customer who has "OK" credit and DOES qualify gets instant credit. Here lies the plan... That person (with just average means) may have a hiccup later on down the road and miss a payment, then Synchrony Bank is poised to slap on the interest to that account with a missed payment and probably collects high interest for the duration of the debt which will most likely be the 5 years advertised on the interest free financing plan. Who wins here??? Synchrony Bank! In my heart of hearts, I truly believe this to be the case.

In the meantime, there are no beds in our house... 7 days out and no plastic card in sight. We will cancel the order and move on to another vendor. No one at the Synchrony Bank credit card customer service could help us. We have an approved credit card with Synchrony Bank for the Rooms to Go order but were refused help to move the process along and so that we could get the beds. They have the account, the number and all the means to contact Rooms to Go and say, "Ok we can approve this order, but hey no I must have the "plastic" card." And from reading the Rooms to Go product horror stories, maybe someone is watching over us.

I also called the Webster Texas location and they told me they would also send an inquiry to customer service and I should hear something within 72 hours. After a week without calls I called the Webster store and customer service. The store offered a paltry 50% refund of delivery after hearing my complaint. The customer service offered a 50% refund on their end also and said they would “try” to get a replacement to me within a week and also said repairs could not be conducted in the home. I asked for a manager and the manager offered me a 10% discount to keep the furniture!!! I’m like what part of the sleeper sofa will not pull out and work do you not understand? I wouldn’t accept this sofa for free. She was as worthless as the Webster store manager Tony was. DO NOT ever buy from these clowns!!! I still don’t have the replacements delivered yet.

Updated on 06/09/2018: Rooms to go is the worst store ever! I posted before but I thought I’ll keep the incident in the minds of the viewers. After the damaged furniture, they finally two weeks later showed up and the delivery people showed up with the wrong couch. It was laughable but consistent with the incompetence observed throughout the process. I had to call the delivery service for them to translate to the delivery people to check the truck to verify my couch was not inside. After 20 minutes of talking to dispatch the driver finally checked the truck again and located the correct furniture. But of course still damaged my door and walls while bringing the love seat and sofa into house. Again...don’t buy furniture from this place.

Original Review: May 19, 2018

After waiting four weeks for our furniture, the promised delivery date arrived. We were given a four hour delivery window in the middle of the day. We told them that we work during the day, but we were promised a "heads up" call one hour prior to arrival to allow us time to get home to meet them. I received a call around 1 o'clock, stating that they were at my house, no advance warning call had been made. My MIL lives only 1 minute away so I told the caller I would have her come to my house to meet the truck. She went immediately but they had already left. My husband spent the next three hours calling the customer service line and being told that the drivers were still in our area and that the dispatch manager would call him back but no one ever would call back.

Finally around five o'clock we were told that the drivers had already headed back to the warehouse (in Georgia, we live in SC) and we would have to schedule a new delivery date. This was on a Thursday and we had family coming in on Friday to stay for the weekend. We had gotten all of our living room furniture cleared out in preparation for the new pieces so there was no place for anyone to sit. After talking to a couple of friends about our situation and the terrible customer service, we found that this was apparently a common issue for RTG. We decided to just cancel the order and go Friday to a local furniture shop where we had seen a LR set weeks ago, before we ordered from RTG (The only reason we went with RTG was their payment plan). We were able to pick up the set on Friday and move it ourselves, in order to have it in time for our visitors.

When I called to tell RTG we were cancelling the order, I was told they would not refund the $99 delivery fee because the men had come to the house. Even when I explained that we had expected a call prior to their arrival, I was told that they would not refund the $99 and that those "heads up" calls were not guaranteed. Apparently you are expected to take a day off of work to wait around for delivery. The "customer care" rep was not exactly rude, but he just kept repeating that company policy was not to refund that fee. I do not feel it is right, given that we were told by a representative of their company to expect a call so that we could have someone at the house and that did not happen. This is terrible customer service, and I would think their reputation would be worth more to them than $99. I will NEVER shop there and will recommend to anyone else to beware as well.

I called Customer Service at 8:00 AM the next morning and was told "Our guys tried to deliver the item at 10:38 PM and no one was home". I ask about the phone call they were supposed to make when they arrived to deliver. They had two different numbers to call. Then I was told again that they tried to deliver at 10:38 PM and no one was home. (At 10:38 PM - no one was home???) I told the RTG person that I could screenshot the text I got from my daughter-in-law at 10:54 PM when she was sitting out on her porch waiting for delivery so they wouldn't ring the bell and wake up the children.

I was then told that the item would have to go back to the warehouse and I could pick it up in 3-5 days or I could reschedule a new delivery date - approximately 2 weeks from today. The lady I spoke with at Customer Service was nice but the lady at the store began to get rude when I assured her that someone was absolutely home and sitting outside waiting for the delivery. So, I cancelled the order. I can get the same item delivered Amazon Prime in 3 days, at a decent hour with guaranteed delivered, plus it's cheaper and much better customer service. No more Rooms to Go for me or mine. I'm one very disappointed Grandma.

We finally got a call saying that the furniture would not be delivered the delivery date, but might be the next day, and that we needed to be home all day. We made arrangements to be home all day the following day, and after several more calls, we were told that the furniture would be delivered the following day. We removed the existing furniture, expecting the new furniture, so we have no furniture in our living room currently and have spent two days at home waiting on delivery. What company would expect people to be able to do this?

Lo and behold, I get a call today that it is not covered under the 1-year manufacturer's warranty as it is not a manufacturer defect. To say that I am disappointed in the service and lack of empathy/care is putting it lightly. The "white dots" or marks are, in fact, because of how the piece was made and not because of our handling. There is literally one light on the nightstand which is not even by the marks. Again, do yourself a favor and not order any items from this company. Their "1-year" warranty is obviously a waste and their service is deplorable. Take your business elsewhere. That is what my husband and I will be doing moving forward.

I called customer service and they tell me there's nothing they can do because it's beyond the 48 hour cancellation policy. So Rooms to Go entrapped me to purchase a more expensive mattress, charged me a $99 reselect fee to get a new mattress, when the original one they sold me was defective and covered under the warranty. Then they tell me there's nothing that can be done about this besides coming and reselecting another mattress of equal or greater value and pay the $99 reselect fee again, potentially have to pay for a more expensive mattress again, and get told that they are going to go out of their way to allow me to reselection something else.

The customer service is horrible, the quality of their products are horrible compared to Furniture Row. The store is not willing to help us out even though they sold me a ** mattress. Denver mattress at furniture row guarantees comfort for 365 days and doesn't charge you a reselect fee for choosing something else. I recommend nobody shop here, because you will only regret it in the near future. Not to mention, we spent about $7500 at this place and half the stuff came broken or damaged the first time they delivered, then we had to go out of our way to schedule another delivery only to receive more damaged items. After 4 deliveries, we finally got our goods undamaged. Now only a year and a half later we are dealing with this crap, told they are going out of our way to take more money from us to make it right. This is the worst furniture store I've ever bought from and will never purchase another thing from them.

So the 25th came and here we go again, the delivery driver came and did not have the piece that went to the bunk bed that CSR verified the night before that was guaranteed to be on the truck, but the replacement dining room table was scratched and it never left the truck, because the delivery driver opened it and immediately it had a scratch about 6 inches long across the table. Then they went to put the bunk bed together with the pieces that were already here, not what they were supposed to bring that wasn't on the truck I might add, and ended up cracking the frame on the bunk bed. That was the whole purpose of the piece needed to be delivered because it did not fit.

So the delivery person said, "you can use this until they bring the right part." I said, "you were supposed to have the right part on your truck." So needless to say another day of absolutely nothing being delivered or replaced. Ok so the next delivery was scheduled for now May 1st. In between that time we went to visit the store and spoke to the manager whom at this time stated, "oh I will send the liaison person that is under the big boss an email of everything and she will contact you." That was April 26th. It is now May 1st and NOTHING! We are simply being treated as if we owe them something. YOU GOT ALL OF OUR MONEY AND WE YET TO GET ALL OF OUR FURNITURE!!!

So back to the May 1st delivery. The scheduled time was between 2 pm and 6 pm. Here it is 7:30 pm and two people from customer service call us and advise that the delivery person is running behind at other deliveries and should get to you no later than 8pm! Once again we are waiting for what I hope is corrected items because if not, they can get all their items today and take it back and we can go shopping somewhere else.

This experience has been the WORST ever. We are new home homeowners to a brand new area and even that was not as stressful as this mess. We were first offered half of our delivery which was 219. I believe he said $125.00 and then he came back after placing us on hold and said, "We'll refund you all of your delivery charges." Really it's not about the money. It's the principle. The big guys are allowing the smaller guys to relay what I feel as a poor message of apologies. We've wasted time waiting, received horrible service, horrible experience, and in return NOTHING; not even a lamp. We Will NEVER purchase not even a lamp shade from this place again!!

Beforehand they should know what my furniture fabric type was, what can or what is the best thing to use for certain stain. So if you go to the store and you buy any kind of furniture they give you those cleaners for free without any warnings. But my point is why they are giving out those cleaners at the store like they are giving out the candies to the kids? It is the store responsibility to make sure they are recommending right products to their customers. And as a customer I have no reason to doubt that their recommended product would make my situation bad. Rooms To Go team are so irresponsible and uncooperative, I am never ever going back to that store. They just like to wash their hands off the situation and don’t even seem to care at all. Now all I am left with the big stain on my expensive headboard which I paid over $2500 for the set.

I’ve had a piece of ugly damaged furniture sitting in my living room for weeks and after multiple deliveries they still cannot seem to deliver an undamaged item. After several contacts with what they consider customer service, it is very clear that they know they sell poor quality and could not care less about an unhappy customer. These policies should be illegal and this company will go out of business. Shop Amazon, skip this store.

Finally, after about 3 weeks of misery and uncomfortableness on not one but three sofas, we went back to the showroom and looked. Ours did not look like the same legs OR frame. We were able to purchase new legs and put them on by doing a special order at Lowe's. Now, the sofa is okay as far as that issue goes. BUT, the fabric has stretched out dramatically in 3 months and it looks sloppy and cheap. Finally, we paid for the fabric protection plan. A spill showed clearly that the fabric had not been treated. I WILL SAY THIS on a positive note. The cleaner they give you (should be one bottle for each sofa and we only got 2) is incredible. The stain came out but now I am purchasing Scotchguard and spraying it myself.

I should have known not to waste money on the fabric protection as in the reviews people said they didn't feel it worked or might not have been done. I wish we hadn't bought these Cindy Crawford Sofas. The pillow look hysterical. They have one corner on each pillow that is at an angle instead of a point like the other 3 corners and everyone laughs when they look at them. I stuck them in a box and will either send them to Goodwill or use the stuffing to make new ones. I got some properly made ones at Z Gallery and Homegoods to switch around according to my mood. Bad purchase.

When we inquired about a discount on the furniture for our inconvenience or at least a refund of the delivery cost, we were told by the first customer care agent that he was only authorized to refund one half of the fee and that we would have to speak to his supervisor to receive a further refund. Upon being transferred to the supervisor (Ethan), we were told that Rooms to Go never refunds more than one half of the delivery cost and that we were transferred just to get us off the phone with the initial representative.

Ethan then offered to cancel the delivery, but indicated that Rooms To Go's policy was to hold our money for 7 to 10 days regardless of delivery or not. We requested to speak to his supervisor, but he indicated there were no other supervisors. When we asked who he reported to, he indicated "Andy", but sarcastically pointed out that Andy was a manager not a supervisor and that Andy did not ever take phone calls. Our phone call was then terminated. Two and a half hours into the second delivery window, we are still waiting for our furniture having lost four hours of work and having had to arrange for a neighbor to pick our child up from school. Certainly not customer care to be proud of.

We drove back to the showroom store (40 minute drive one way). We spoke with manager Casey who did not even have the consideration to stop eating his sandwich, get up and come to the window to speak with us. He explained that due to liability issues the delivery people cannot remove the protective covering off the sofa till after it's in the home. We explained to him that there was no other way to get it in the house except to remove the covering. He said he would contact the sub-contracted delivery company and have them reach out to us within 24 hours to schedule a new delivery date.

Three days later, still no call from the delivery company. We contacted RTG customer service, their CSR did not see any notes entered by manager Casey regarding the sofa. The CSR scheduled a new delivery date and relayed to us that the sofa would be taken into the home, the server would be put together and we would receive a new chair to replace the damaged one. I contacted the store and spoke with manager Casey explaining that we never heard from the delivery company. He replied that he emailed them and they were supposed to contact us to inform they would be coming out the following week. TERRIBLE, TERRIBLE service, lack of communication. Will never go back there!!!

If I would have purchased the bed without the canopy it would have been roughly $1100. To add the canopy I paid over $1800. Now you do the math on how $60 would cover the cost of the canopy. I'll guarantee you Rooms to Go would not have settled for me getting the bed, them expecting their money and me telling them, "Sorry guys I don't have it. I should get some money to you by July but in the meantime here's $60 for your trouble." I will never shop here again and would recommend no one else does either. BUYER BEWARE!!

I paid $250 to Rooms To Go for delivery, to have my chairs dumped, with 1.5 hours warning at my house. I had to pay someone $100 to wait for this last minute, unscheduled delivery. I had to buy a box cutter, cut up 4 oversized boxes, and bring them to the dump because they left the packing containers. ALL THEY WANT TO DO IS TO MAKE THE SALE! The salesman should not have sold me the chairs if they couldn't guarantee the delivery on a Friday or Saturday, as inquired during purchase. They should have given me warning for delivery so I could have prepared for it. They should have taken the debride.

I called the shipper to complain. No help. I called Headquarters to seek remedy. They offered me $25.00 in store credit. I called the Plantation Store where I made the purchase and I was told there was nothing to discuss. Great chairs. BAD CUSTOMER SERVICE. NEVER AGAIN! They ripped me off for delivery, made me scurry around to fix their bad moves, made me spend more money to secure the unscheduled delivery, and gave me a 1.5 hours chore which they should have completed as part of the $250 charge.

A few days later I tried to return the cover at another store in Boca Raton and they would not accept the return saying I had to take it to the store I purchased it from. When I called the Miami store where I purchased it they too would not accept it because 48 hours had passed from the time of delivery. Mind you we never used it and put it back into the original packaging. I thought this was a national chain with a solid return policy. Turns out they are just another scam store. I'm keeping my fingers crossed that the Serta Mattress with position adjustment doesn't fail because it does, I'm in trouble. Take your business somewhere else and save yourself the grief!

Original Review: March 24, 2018

We waited a month for the furniture to be delivered. The queen bed, two nightstands, dresser, media chest and two chests all came off the truck in boxes. They brought in the boxes and unpacked all the pieces. They could not construct the bed due to missing hardware so they left saying that someone else would be sent to complete the bed and we could look the furniture over and report any defects to Customer Service when we talk to them about the bed. Both chests had damaged backs so we asked for the chests to be replaced. Rooms To Go agreed to replacing the damaged chests.

Three days later Rooms To Go mailed the four missing bolts to us and we let Customer Service know the parts had arrived and three days later a tech arrived to complete the bed installation. Eight days later the two new replacement chests arrived off the truck wrapped in blankets and clear wrap plastic. These two new chests were damaged worst than the first two. They obviously were not new. We let Customer Service know about the damaged chests and they have scheduled two new chests (third set) to be delivered next week.

I wish I had read all the similar dissatisfied reviews on this website before our purchase. A month of failing to deliver un-damaged new furniture and not coming forward with some compensation to make amends for such poor management is bad business. We did not finance so we are out our money and still no furniture or amends.

I am EXTREMELY upset about what happened after I explained what I wanted. I purchased over $3200 in furniture and add-ons. I also planned to purchase a new dining set and couch in the next few weeks. As I recently moved here from Chicago IL. ** asked me how I wanted to pay, I said well I think cash. She explained the great financing options and I said why not 0%. So after she ran my credit ** tells me the NEXT DAY the bed rails are on back order for over a month. I can’t get my bed until April 30th. That is unacceptable. How can she warn me after she ran my credit application and had me hooked. I have PERFECT credit and running my credit takes a hit.

I would have never agreed to wait that long let alone have you run my credit for something you can’t deliver for 30+ days. She went on the phone with the manager ** several time. I was there till 6:30-6: 45 PM while they went back and forth trying to find a “skew” number for the bed. Apparently you’re changing the bed. I was standing right next to ** when she called ** to confirm the rails will be available March 27th. We even went with a different option so that we can get it March 27th. When I left I was assured delivery on this product will be March 27th.

As of now I am left with no furniture, a hit on my credit for a product I am not getting and ** with a poor apology. She didn’t offer anything to me until I asked how is this going to be compensated to the customer. A resolution to deliver a junk frame until my bed arrives. I told her I wanted to cancel my entire order. She then said, "Well let me check and see if they can get the other rail in for you on time." She called back 2 hours later and said, "No sorry we can’t get it until the April 30th." AGAIN another letdown! She offered to give me my shipping costs back but I can get that until again April 30th. I put $500 down on the purchase so I now I have to go back to this terrible store and get a refund as I will not do business with this company ever again. I planned on spending 10K in furniture as you see I am serious with a $3200 bed. YOU HAVE LOST ALL MY BUSINESS.

So then I log into "Synchrony Bank" "Rooms to Go" to check on my account, clicked on Promotional Purchases to make sure the promo balance $618.36 would show zero, leaving the other one promo balance showing $2,152.20. But it did not, that Agent "Marie" made a mistake, MISAPPLIED PAYMENT. SHE SCREWED UP. I immediately called Synchrony Bank about the payment mistake, I spoke to a Manager. The managers "Joshlyn" & "Zack" apologized for her mistake and they both told me they would fix the payment and allocate it to the correct person balance, but it would take 14 days as of Wed. Feb 28, 2018 to see that promo balance $618.36 at Zero Balance. Leaving just that One Promo balance at $ 2,152.20.

I was so upset, mad... disappointed that it takes 14 days to correct a misapplied payment. I let it be known, their billing paying off a specific promo balance is not user friendly, it is too much trouble, their majors mistake, I will never purchase anything from Rooms To Go because of the horrible Synchrony Bank billing/payments. They screwed up. I will be checking my online Synchrony Bank on Wed. Feb 28, 2018 to make sure as they promise to me on the phone, the payment will be corrected. I expect to see my promo balance of $618.36 at zero balance, if not I will file a lawsuit!!!

First bed was delivered June 2017. Poor quality and comfort/didn't meet quality of floor model, etc. Rooms to Go graciously made an exception on return policy and exchanged the bed. Delivery of new bed taken end of July 2017. Although this bed did meet our expectations of comfort initially, within a few short months, we began noticing abnormal wear and sinking. Technician scheduled to come out on Dec. 16, 2017. I scheduled this date and then did not hear about a delivery time frame for the day, so I assumed they weren't going to show. The service technician just showed up and I had to send him away, as I was leaving the house. He was nice and helped me reschedule a new date for another technician to come out. I rescheduled technician visit for Saturday, January 6. I DID get a delivery time-frame notification and technician arrived during that time and was very pleasant.

Rooms to Go technician determined the bed was in fact faulty in some way and sinking in the middle. Delivery for replacement bed scheduled for Saturday, Jan. 27, 2018. I did receive a delivery time frame of 8-12; however, on the day of Saturday, Jan 12, we waited all morning. By 12:30, I called customer service and was told the delivery truck was 1-2 stops out. I was not called or notified that they would be running past delivery time. I had to reschedule delivery for another day, as I had rescheduled my day to be there during the delivery time frame, and I could not wait for delivery any longer.

I found the customer service person who took my call to be harsh and got the impression that she had ZERO consideration for my frustration. I asked if I could get a more specific delivery time-frame for today's delivery, and she told me that everybody gets four hours no matter what. So I scheduled delivery for today, Saturday, February 10, 2018. As of now, I have no idea when the delivery truck will arrive. I am frustrated and disappointed in Rooms to Go.

At approx. 7pm the driver called and said he would be there in about 45 minutes (almost 8pm at night delivering furniture?)... I informed him that would not work and that I had to leave for work. I was then called by dispatch, driver, and salesman in which all never apologized for the inconvenience but seemed to blame me for the non delivery. I was also told I couldn't reschedule for several days until they returned the furniture to NC. Absolutely horrible customer service! Thank you Rooms to Go for wasting 9+ hours of my life that I will never get back.

I did not hear back from them for several weeks, and I decided to give the warranty department a call, only for me to be told that the claim has been denied. I was completely mad with the unfruitfulness of these folks, and I requested to have a second technician come out and take a look. RTG sent a second technician, and he also made the second assessment, and stated that it is a manufacturer's defect. He wrote a lengthy report, which he showed me, and I saw that he admitted that it is a defect. He told me that I should hear back from RTG in the next couple of days.

Unfortunately, I never hear from RTG or the warranty company. After 2 weeks, I decided to call them again on the status of my claim. I was given same bad news that the second technician said that it is not a defect. This is outrageous, and very unfortunate that a company like RTG will be so cruel like this. I regret having to make purchase from them, or even buying extended warranty. I should have read people's review of them. I agree with every comment and they are indeed a BIG FRAUD!