Rooms to Go Reviews

Long story short, I believe we got some furniture, another client rejected. They called us stating, they would replace the Sofa and the loveseat. Well, on 04/24/26, the delivery people came out, just a new cocktail table on the truck. No new Sofa, or Loveseat. Well, after a few phone calls, because everyone is not on the same page of music at RTG. We were told the Loveseat would not be in until the 1st of May. The couch would be on May 1 as well. I was told we could pick out something else, if I wanted a lemon, I would have bought a lemon. I am ready at this point to tell them to come and get this stuff and go to NFM.

I was here 13 minutes after they let me know they arrived and they took off speeding with my furniture. Now I’m getting an email asking how my delivery went. This is absolutely unbelievable. So this tells me that the driver indicated to the system that my furniture was delivered and they took off with it. I am going to report my items stolen. I emailed Rooms To Go with a screenshot that shows the call and text log with the time stamps.

Also, I the 1-800-766-6786 at 11:41 a.m. if they knew a more accurate time frame other than just 12-4. She put me on hold for several minutes and came back to say that I was stop number 15 and that they were at stop number 13. She said they would be there between 1:00 and 1:30. After we hung up, I got a call 7 minutes later from the driver saying they were 25 minutes away. This was totally wrong information than what the person I spoke to at Rooms To Go said. I made it back during the window when the delivery team was supposed to wait and they STILL took off speeding through my neighborhood!

This situation is both confusing and frustrating. I have complied with all verification requests, and there has been no clear explanation for why legitimate purchases are being denied. In today’s environment, online purchasing is standard, and restricting access without proper justification is unreasonable. I would appreciate a clear explanation of why my address has been blocked and what steps are required to resolve this issue so I can complete my purchase. Thank you for your time and assistance.

Turns out my fears were warranted. The new console looked like someone had poured bleach down the lower right side of it, which they called “distressed.” It was distressed alright! Neither unit looked like the room displayed in their showrooms and in moving the unit, another scratch was incurred. I asked the first delivery person if it was supposed to come with some sort of cleaning kit, like most expensive/warranted furniture items. He said it should and suggested that I contact the sales rep., WF. However, I attempted to contact her numerous times by phone and she never answered or returned my calls and the only email response I received from her was a copy of the invoice.

I spoke with customer service numerous times. They said they would send a cleaning kit, but they never did. They also said someone would come to repair my wall, but over a month later, that still has not happened. The customer service rep, said she was going to attempt to at least waive the delivery charge for all of my troubles and that never happened either. Now customer service has refused to do so. Wow!

They did send a repair person to try and repair the console. He arrived with some magic markers and agreed that the damage areas were actual nicks and not the wood grain. He then stated there was nothing he could do to repair it. He took photos from a distance and then lied on his report and said there was no damage whatsoever! Photos are included, decide for yourself. They did offer to send a third unit, but I have to ask myself, when is this ever going to end? At this point, I have no confidence they will make this right.

As I explained to them, we have a grandchild in NICU and can’t keep clearing my schedule in hopes that there will be some sort of quality control happening on their end, I like the unit, but not the lack of customer satisfaction or customer care. And I absolutely expect my wall to be repaired! This has been and continues to be, a REALLY BAD experience from the get go. It was a second major purchase from Rooms To Go this year and will most likely, be our last. *I tried to leave a review for my item on Rooms To Go and was advised by their chat bot, that I had to be "invited" to leave a review. That sounds subjective. Not.

I sent an email of complaint to internet sales at 8:37 am. No one has called me back nor have I had a reply to my email. At 6:54 pm called internet sales at (888) 709-5380 spoke with Sebastian. Want to send technician out? No way I said. I need chairs replaced Saturday. I completed the survey today 8:30 am. No one called me all day. Per Sebastian “there is a red flag from our AR department on your account” so he cannot do anything to replace my chairs. He has to email the department and wait for them to respond. They close at 8 pm so he will have to call me back tomorrow.

I was pleased and placed the order. After returning home and reviewing my order, I noticed that I was charged $899.99 which on the website was listed as $798 on promotion. I am visually impaired and did not notice or questioned the price difference at the time of purchase. I notified Eric of my concern. He spoke to the manager, and was told that it was due to the promotion being for another market. I asked for a customer service number.

After explaining my situation to the first customer service representative, I was then transferred to the Internet customer service department. The customer service skills of the representative was very disappointing. He refused to listen to my concern, so I asked to be transferred to his supervisor. Instead, he transferred me to the store. I then spoke with the manager on duty and again he was unwilling to do the price adjustment. I requested a direct number the regional supervisor of the store. I spoke to her, and after some research, she said that it was a sale that ended the day before. She refused to honor it. I also noticed that when you visit the rooms to go website, the Copenhagen Sofa was listed as retail price $888 but was charged $899.99 when I mentioned it, the regional supervisor informed me that that was correct. That the store charges a higher rate and only price matches it consumers request the online pricing.

Later, I went back to the rooms to go website and noticed that there have been a change locally in the price structure, which would indicate to me that it was an Internet error with the pricing, later, I returned to the rooms to go website and noticed that there had been a change locally in the price structure, which would indicate to me that it was an Internet error with the pricing. It’s disappointing that the regional supervisor when I ask her point blank do you value me as a customer and my order and do what is right as a public company to do a price adjustment. She stated that she declined. This is a very disappointing customer service interaction. As an advocate for seniors and persons with disabilities, I advise anyone purchasing from rooms to go beware.!

I was offered a replacement, but this was the only sectional in the store that fit my space and had the clean, modern look I wanted. I was then told the stitching misalignment was due to a mix of reclining and non-reclining pieces. Trying to resolve the issue myself, I went back to the store and purchased an additional reclining piece to try to get the seams to line up like they do on the showroom floor.

In doing so, I ended up paying $300.17 out of pocket to swap the armless chair for a recliner — including an $89.99 delivery fee — even though I only made this change because Rooms To Go could not provide correctly stitched pieces. That alone felt unreasonable. While the stitching appeared perfect in-store, once the piece was delivered, it still didn’t fully match the quality shown on the floor. To make matters worse, I later found out that the 5-year extended warranty I purchased was not applied to the new piece, creating even more frustration.

At this point, it’s clear there are both quality control issues and serious gaps in customer service. A product at this price point should not have consistent manufacturing defects, and customers should not have to pay out of pocket to fix known issues. Based on this experience, Rooms To Go may be fine for more budget-conscious or short-term furnishing needs, but for customers expecting consistent quality, durability, and a true match to showroom standards, this was a major miss. I would not recommend this sectional, and based on this experience, I would be very hesitant to purchase from Rooms To Go again.

Let me be clear: This was normal use, not misuse. The damage is directly linked to the sofa’s materials/feet. The issue appeared exactly where the sofa was positioned. For a company of this size, this level of customer support is unacceptable. Selling furniture that damages flooring—and then refusing to address it—is simply not okay.

👉 Document everything.

Because if something goes wrong, don’t expect them to help you. Very disappointing experience.

My first issue was with the dining room wooden table, it was damaged and I called within the 48 hours. The delivery man had damaged a wall in one of the bedrooms with other items delivered and didn't say anything, so I had to report that also. It's a remodel from a house fire we had, so I was not happy as we haven't even moved in yet. A replacement table came the next week approx and that table was damaged also. But this time the 2 delivery drivers were thoughtful enough to check the table outside before and showed me. This way they didn't have to trouble me by taking out the first damaged table, now a third table was needed. Then the King sized bed frame came with 2 box spring bases and the mattress I picked. The boxed springs I guess are a standard size so I wasn't shown them and the King size bed frame was only seen on the web page.

I asked a few times, "So this mattress will fit the frame" before placing the order. I was told yes. When the bed came the boxed spring base and the mattress are too small by a lot. I can get a refund for the frame but not the box spring or the mattress even thought I was told they would fit... I have to keep them and get a different frame. I do not like the other bed frames they have. The store manager and the customer care team would not refund me for the box and mattress as I had seen them in the store I can only do an exchange but there is nothing I like. The store manager told me he could give me a refund only if customer care said it was OK. Customer care told me the store manager could give me a refund for the whole bed set, frame, mattress and box spring. Great, so I go back to the store manager and he tells me, no it's only customer care that can give the store manager the OK to refund me the unused mattress and box spring.

Round and around I go with no care for me as I customer who has spend a fair amount of money. And the 3rd dining room table that came today is damaged. And I still am waiting on a sofa set and 2 side table. When I said I might cancel sofa set order now because of the upset they did not care. There is more to this issues with rooms to go. DO NOT BUY FROM THEM.

Two weeks later I called the manufacturer which then notified me that since I had the first tech visit which is included in the 1 year warranty, the repair would be a courtesy visit. At that time I requested a new base stating a bed frame should not need repair within 6 months. Manufacturer refers me to RTG. RTG refers me back to the manufacturer. DO NOT BUY FROM RTG. THE COMPANY SELLS DEFECTIVE PRODUCTS.

To their credit, the company did reimburse me $60 for the assistance I paid for. However, they are now attempting to charge an additional $129 just to place the dresser inside my home during redelivery — even though this is a correction of their failed delivery, not a new service. I am still waiting for a proper resolution. I attempted to resolve this directly before posting. At this point, I would caution others to be aware of delivery practices, lack of communication, and additional charges that may arise even after service failures.

I paid extra for protection that turned out to be ineffective. From what I’ve seen, many customers face similar issues, with claims often denied under reasons like “normal wear and tear,” even when the damage appears to be covered. While the purchasing process itself was smooth, the post-sale support was extremely disappointing. Based on my experience, I would not recommend buying their extended warranty, and I would think twice before purchasing from Rooms To Go again. 😡

I then contacted RTG Corporate Customer Disservice. That turned out to be a kick in the head as they lamely hid behind the as is nature of the sale thereby advising that could not assist in any way. As is doesn't mean that you can keep the parts required to make the item function. Incompetent sales staff, brutally useless corporate support, and zero accountability. If you want to be treated like a nuisance after spending your hard-earned cash, shop here. Otherwise, avoid this sham operation.

I explained that customer service issued this return and he kept harassing me. I had spoke to dispatcher Mercer the manager and he knows that a representative was already out here and that Customer service approved this. When I greeted the driver when he arrived he would not tell me his name. I felt like attitude was Antisemitic Problem with me being ** and a ** American. Funny when greeting him, bringing him in, having the room floor and furniture cleaned and respondig politely that he is welcome to take the pictures he needed. He would not comprehend that the arms on the sofa are tighten down internally and the spring reinforced seat was pushing out and the chair is here. "Do what you want and need to please. I'm not feeing well. I'm on medication for high blood pressure and injections for Diabetes. I could not take this inquisition anymore."

I was seated feeling weak dizzy and Disillusioned. Why he would not tell me his name today and kept on inside the house. I asked him to, "Please stop. I'm not feeling well." Because of this bitter treatment Florida customer service told me not to get involved. Be polite. I showed him what he came to exchange but he just chose to be hateful. "Please leave," I said. May I state that I felt by now that I would pass out. I have tried to reach Dispatcher Mr. Mercer. No luck. The Rooms to go customer service rescheduled me and told me just what I did was fine and repeat your self next tuesday the 22nd. He said he would file a grievance. I don't recommend Rooms to go. I've called my church and Temple was asked to speak to the members so they all my use Ashley furniture or Woodstock Furniture and be careful and have a a member present to witness this and help you. Thank you. Mr. Howard **. 3-17-2026

Inconsistent Policies: I was initially told that because it was a BOGO deal, both mattresses had to be returned together. However, after the first inspection, the manager rudely claimed they would only refund the King.

The "BOGO" Scam: Customer service is now refusing a full refund for the Queen mattress because it was the "free" item, offering only half of my original payment instead of honoring the trial and warranty for the set. Rooms To Go clearly does not care about customers once the sale is final. I am currently stuck sleeping on "garbage" mattresses while they dodge accountability. Avoid this store—this feels like a total scam.