Rooms To Go
Is This Your Business?2.0
3.1
Overall Score
LAST UPDATED: August 4th, 2024
Rooms to Go was founded in 1990, and is currently the third largest furniture retailer in the United States. The company features a number of celebrity collections, including from the likes of Cindy Crawford, JuIianne Hough, Sofia Vergara, and Eric Church. In 2020, Rooms To Go was named the top furniture retailer in overall customer service rating.
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The Good
- Furniture Catalog
- Extended Warranty
- Rooms To Go Coupon App
- Card Member Promotions
Furniture Catalog
Rooms To Go sports a robust furniture inventory covering the following areas of the house:
- Living Room Furniture — living rooms sets, bonded leather sets, couch/sofa and sectional sets, ottomans, recliners, loveseat sets, home entertainment, tables and chairs, coffee table sets, etc.
- Bedroom Furniture — bedroom set, daybeds, bunk bed, dressers, mirrors, nightstands, chests, bedding, headboards, etc.
- Dining Room — dining room sets, table and chair sets, barstools, china cabinets, bar carts, etc.
- Home Decor — accent pillows, rugs, lighting, book cases, home office furniture, desk chair sets, etc.
- Kids and Teens — girls' room, boys' room, nursery, teens room, playroom furniture, etc.
- Mattresses — bed frame sets, Beautyrest, Serta, Purple, Casper, Beds To Go, and more
Extended Warranty
Rooms To Go offers customer its Guard It Residential Furniture Protection Plan, good for three years. This protection plan covers qualifying purchases against a number of breakdowns, stains, and other damages:
- Cracking/peeling of finish
- Warping of frame and frame components
- Breaking/bending of mechanisms, springs, and coils
- Failure of electrical components
- Stains from food, beverages, nail polish, or pen ink
- Punctures, cuts, or rips
- Chipping/gouging to wood and other hard services
- Glass/mirror breakage (does not include light bulbs)
- Minor burn marks
- Liquid marks or rings
- Heat and burn marks on solid wood
- One-time breakage of umbrella or umbrella mechanism
Some caveats to this service contract include the long list of exceptions (a.k.a "What's Not Covered") as well as the obligation on the customer's part to file a claim within 30 days of the incident. If customers have any specific questions about the the extended service agreement, they're encouraged to consult the contract directly.
Rooms To Go Coupon App
The Rooms To Go Coupon App (available for download for both Apple and Android devices) allows customers to shop directly from their phones, find coupons to maximize their savings, and locate a store near them. Coupons apply to all Rooms To Go, Rooms To Go Kids, and Rooms To Go Outlet Stores.
Card Member Promotions
For Rooms To Go credit card holders, the company offers a number of promotional programs. These include, but are not limited to no-interest financing for up to 50 months, and free shipping on select items.
The Bad
- Limited Service Area
- 48-Hour Return Policy
- No Kitchen or Bathroom Sets
- High APR for Rooms To Go Credit Card
Limited Service Area
Rooms To Go employs more than 7,500 specialists across 11 states and territories:
- Alabama
- Florida
- Georgia
- Texas
- Louisiana
- Mississippi
- North Carolina
- South Carolina
- Virginia
- Tennessee
- Puerto Rico
Rooms To Go also fulfills deliveries to Kentucky, Oklahoma, Massachusetts, New York, New Jersey, Pennsylvania, Maryland, Delaware, Connecticut, Rhode Island, and Washington, D.C., along with some international locations.
While the company boasts scores of showrooms across the southern United States, it may find itself at a disadvantage to furniture stores that have successfully achieved a national (or in some cases, international) presence. Promoting verified Rooms To Go reviews may help the company showcase its exemplary customer service and stand out in the crowd.
48-Hour Return Policy
Rooms To Go has a fairly stringent return policy, that prevents the return of a furniture item more than 48 hours following its delivery. Furthermore, while customers who successfully return their items within that window will be refunded for the retail purchase price, they will not be refunded the delivery charge. Additionally, the return of some items may incur a hefty restocking fee of up to $199. In short, unless the product arrives with a defect or damage covered by the extended warranty, customers only have two days to decide if they want to keep it; otherwise, they are stuck with their purchase.
No Kitchen or Bathroom Sets
Rooms To Go only features furniture sets for the living room, dining room, and bedroom. Customers interested in finding pieces specifically for their kitchen or bathroom may want to look elsewhere.
High APR for Rooms To Go Credit Card
While Rooms To Go card members may enjoy a number of perks and incentives with their membership, new applicants should be cautious of the high APR rate that comes with the card itself: 29.99 percent. While retail credit cards tend to carry high interest rates as a whole (with several reaching up to 25.99 APR), the Rooms To Go store card exhibits one of the highest rates in the industry. Even with an on-time credit card payment history, customers may find themselves paying considerable amounts of interest.
The Bottom Line
Rooms To Go offers a solid line of living room, bedroom, and dining room furniture fit for any home and any layout. It's extended service agreement supplies three years of protection for qualifying claims, and loyalty card members are entitled to a number of in-store perks. That said, card members should also be aware of the incredibly high interest associated with the store card. Customers should also be aware of the store's limited and costly return policy when buying from Rooms to Go.
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Loren Stabile Warwick, RI
I had an outstanding experience working with Mary as my sales representative. She went above and beyond for my husband and me as we purchased a bedroom set over the phone. Mary worked with us over an hour and a half to be sure we ordered the right pieces of furniture, Mary also went through hoops to schedule a mattress delivery within 2 day to our new condo. She was extremely accomadating, very personable and delightful to work with. I look forward to working with Mary to purchase additional furniture for our condo. She is a true professional with a dynamite personality and outstanding customer service skills. Loren and Stephen Stabile
2 years ago
Linda Boynton Beach, FL
I have been doing business with Rooms To Go for many years and have found my best experiences have been doing business on line. It could have to do with being on the East Coast I really can't say but for example I ordered on line a Cindy Crawford over stuffed leather recliner sofa. After the delivery I called the on line support as I could not find the handles to recline (talk about feeling like an idiot) the gal that answered went out of her way to find out on the dual recliner sofa that is not a powered dual powered sofa but manual sofa where they (the handles where located) and after a few minutes told me they where hidden between the cushion and the arm so to achieve the out of sight feature. She stayed with me on the phone until both handles where located and in working order. I am very pleased and happy with my $1250 purchase. Again I repeat the on line ordering has always been good for me and the only time I had any sort of negative experience was in the West Palm showroom years ago.
5 years ago
Vernon & Darlene Smith Hillsborough, NC
05/14/2018
Rooms To Go 4144 Durham Chapel Hill Blvd Durham NC 27707
To Whom it may concern,
My Husband and I went to Rooms To Go on 4/14/2018, we asked for Sale Associations LaDwaun S. LaDwaun had a smile, very friendly and very knowledgable with the furniture at Rooms To Go. LaDwaun showed us furniture by Cindy Crawford, living room sofa and two swivel chairs with tables. LaDwaun was very patience with me and we walked over the entire store. The manager Latoya M, came by and my husband asked what kind of deal can you give me on this living room furniture. Latoya worked her magic. After she reviewed our account from before, she saw we had came in the store looking to buy a mattress three years ago. Latoya and LaDwaun took us over to look and a mattress. We look at a king size bed trying to match it with our bedroom furniture we already have. LaDwaun advised us to bring in a drawer from the dresser to match with the furniture we have in our bedroom. LaDwaun and Latoya worked their magic again. They stayed in the store with us after closing not one time did they say the store is close and you need to come back tomorrow they stayed until my husband stated we will come back on 4/15/2018. We came back in on 4/15/2018, asked for the Sale Associations LaDwaun she came right over with her smile and took one look at the dresser drawer and stated I know the right headboard to match with your dresser drawer. We brought Cindy Crawford sofa, two swivel chairs, three tables, 8 by 10 rug, king size mattress with bed and dresser that matches my other bedroom furniture and a mattress cover. LaDwaun and Latoya are two outstanding employee’s at Rooms To Go. With their knowledge of the different types quality of furniture and being honest with their customers, and caring to go beyond and above to help me and my husband this meant a lot to us. This was outstanding customer service experience. We will recommend these two employee’s to anyone we know who are looking to buy furniture. Thanks LaDwaun and Latoya for your outstanding customer service.
Thank you,
Vernon & Darlene Smith
6 years ago Edited September 14, 2021
Saryn Friedman
I have the had the most horrific nightmare with this company!!!! I received 2 defective couches nobody will help me, no help from anyone or customer service and they want to charge me a 20% restocking fee for their damaged couches!!! I also received the wrong lamps 4 times!!!! and nobody will help me with that either!!! I was in the store yesterday hysterically crying from being mistreated and not one person cared about anything!!! I have even contacted the vendors to help me and they didn’t help either. I am completely mortified, and distraught over all of this! I have spent hours and hours trying to rectify this situation and all i ever did was go and purchase furniture and have had nothing but the worst experience from any company!!! Someone please help me!!!!
4 months ago
Review Source
Maureen Marks Fernandina Beach, FL
This is the second review for the St. Johns Town Center Rooms to Go store which seems to have some outstanding sales staff. Our latest outstanding salesperson is Bill C in the Patio department. Not only is he easy to deal with but has a great personality and willing to work with. He reserved our item over the phone and had it really for pickup when we arrived at the store. If you need patio furniture he is your man.
2 years ago
Cynthia Redmond Norcross, GA
The in store rep Dre S was awesome. He was very informative,knowledgeable,helpful and very caring in my decision to purchase the sofa and love seat. I would also give him a 5 star rating. As far as for the delivery process it was a nightmare the delivery men were great and made the process bearable your customer service reps need more training and the dispatcher I spoke with on Sat 2/1 was rude no empathy at all for the situation
4 years ago
Susan Dupre Magnolia, TX
I purchased two sofas from The Cindy Crawford Collection. Delivery was 10/22/2018. I noticed that there was an area where the construction wasn’t done correctly in the factory. I called 10/23/2018 since I didn’t see it until after the delivery guys had left. Customer Service was great. They ordered a new one, not even asking for a photo even though I took one. I just received my replacement today 10/23/2018. I am extremely happy with them. I’ll be honest. I don’t expect for my sofas to last a long time. You get what you pay for. However, these will get me by for now. 😊
6 years ago
Robbi
My sales representive , David K., was able to find exactly what I wanted and at an incredible price. He was very informative regarding materials, brands, cleaning instructions. He offered input without trying to influence my final decision. I purchased a Cindy Crawford sectionsl, Sofia Vigara queen bed, night stand, dresser and Beaty Rest mattress. I couldn’t have found better prices at a consignment store and this is new, high quality furniture. I am thrilled. I am moving 45 miles away but will return to this outlet.
6 years ago
Jeff M. Dothan, AL
I ordered a complete bedroom suit with mattress from Rooms To Go. I was given a 4-hour delivery window 2 days before scheduled delivery date on their website. i also received a phone call that same day giving me the delivery window. The delivery men arrived well within that time frame and were very courteous, professional, and did a great job assembling the bedroom suit and cleaning up. Maybe I got lucky, but that was my experience with them. I am very pleased with my purchase.
7 years ago
Joannie Morrison Gardendale, AL
I hate reading all the negative reviews when my experience was top-notch. We purchased an entertainment center from the Birmingham, AL RTG store. Our salesman – Jim - was helpful and pleasant (no pushy interaction). Our wall unit was delivered on time and with great care by the delivery team. Once we got our TV set-up and got ready to place items on the piece, we noticed a slightly warped shelf. Rooms-to-Go customer service was very responsive and set-up a return/replace for us within 10 days of the first delivery. The second delivery team was as nice as the first - careful with the furniture and respectful of our home when they delivered the replacement. I have nothing but good things to say about our experience and just wish everyone could have a similar interaction with RTG.
8 years ago
bob cramer
Reason for their poor ratings. Deceptive sales practices. No customer service take your money and leave customers to fend for themselves. Daytona beach store the worst. Manager Jason Dillon would not take the time to speak to me
3 months ago
Review Source
Susan New Braunfels, TX
We recently moved and bought all leather den furniture from Rooms to Go. We only had it for 6 months when the seams in the couch started coming apart. I called the warranty company for RTG. They denied coverage but then I called the actual store where we got the furniture. They had us come in to pick out new set ( not just replace the couch), and gave us the purchase price off of what we picked out. I thought their warranty was an outstanding value since we were able to replace all of the furniture at minimal cost. Also before it could be delivered the set went on sale. I called and talked to a sales associate who got with the manager who then refunded the amount we paid over the sales price. I really feel like they stand behind what they sale and will always recommend this company to anyone looking to buy furniture.
1 year ago
Josh Aberman Pompano Beach, FL
Great service when selling you the product but absolutely horrible in resolving problems with the furniture after the fact. i am going to post an email that we we were instructed to write to customerservice@roomstogo.com as well as tellus@roomstogo.com. The lack of resolution has gotten so bad that we have had to engage the better business bureau. i will tell you do not buy their TEAK Furniture as they do not treat it and it will develop significant mold even if it is not directly exposed to the elements. Please see the email chain below and posted photos.
To whom it may concern:
I have to make a formal complaint regarding the above referenced order number…..
I purchased the furniture on 5/29/2023. I took delivery of the furniture sometime in July or August.
The furniture was delivered inside my house, and we were unable to put it outside until our outdoor construction was complete. We ended up finishing the construction around the first week of December and move the furniture outside under a covered structure in the second week of December.
Within a month of being outside (with zero direct exposure to rain or sunlight) the furniture started to develop mold across the teak. We have other teak furniture under the same structure and the only furniture that developed mold was the furniture I purchased from Rooms to Go.
We reached out to Rooms To Go Customer Care, and they sent a gentleman to my house to “treat” the furniture. This gentleman told my wife that the furniture “should not” be developing mold like this and he was unable to clean it off. Since his visit (less than a week ago) the mold has gotten much worse.
I reached out to Rooms To Go again today to see what the “status” was, and they told me that the mold was “normal”, and I should consistently treat the furniture with a mixture of bleach and water. I cannot imagine how the mold development on the Rooms To Go furniture is normal when the other teak furniture outside has not developed any signs of mold. I also cannot imagine how the development of mold is normal when the Rooms To Go Repair Man told my wife that this should not be happening to our furniture. I am also blown away that the “normal development of mold” was not communicated to me by the salesperson or store at the time of purchase (or we never would have purchased the furniture).
We bought the most expensive patio set in the store and within a month of it being in its “designed” location it is developing mold. My wife who suffers from a few health issues will not sit on or use the furniture for fear of how it can affect her and when I call “customer service” the response I get is “that is normal, clean it consistently with 50% water and 50% bleach”. This is new furniture, and this should not be happening.
I am so incredibly disappointed with the lack of concern and the immediate dismissal of my issues. My wife and I originally choose furniture from Crate and Barrel and choose to go with Rooms To Go because of the warranty and look at where it got me.
This is not the level of service I would expect from Rooms To Go.
We have since filed a claim with the better business bureau
8 months ago
Sarah Stambaugh Port Richey, FL
WORST CUSTOMER SERVICE NO RETURN POLICY. I did an online purchase. I requested to return 3 days later, they said their policy is that a service technician has to come out and inspect it which took over a week. They said it would take 3 days for the report. When I called 3 days later, they said it would take a week. I call today, was on hold 40 minutes with customer care saying they cant do the return but online sales would. I call online sales, another 40 minute hold, and they cant authorize returns I have to call customer care. After an hour on hold I was told I can reselect something equal or GREATER value. Customer service supervisor told me I wasn't getting what I want but she would let me pick something else. I told her it was unacceptable I do not want the product and she said I chose to shop here, but she's helping me by letting me select something else. She then stated they do not have a return policy and I should have looked on the website. That's the worst customer service I've ever experienced and will NEVER shop there again nor will I ever buy a mattress online!
UPDATE: So after the company saw my review they reached out and came to pick up the mattress and box spring and gave me a full refund. They also confirmed they would address the unprofessional behavior by the customer service representative. They made it right. I would have given more stars for the review but with the hassle I went through...mind you I love the furniture set I purchased from them!
3 years ago Edited September 16, 2021
Douglas Creed Sarasota, FL
I had Michael M. as a salesman and he did an excellent job at helping me replace my broken recliner. He was courteous and went beyond to get me the recliner I wanted. He also got me the best price for the recliner. I would recommend him to anyone always.
DC
3 years ago
N. Neal LaFayette, GA
Our experience in the syore with our salesman Paul (Chattanooga) was great. We chose a set that was shown on the sales floor as a sectional but we purchased as 1 sofa and 2 loveseats. I valled the customer service number and spoke with Melissa (I have that conversation recorded) and she said that the sofa and loveseat came with all the throw pillows that the sectional had on it. So we made our purchase and scheduled delivery which was scheduled for Wednesday March 6 and the time frame we were given in the store was between 1 and 5 pm for delivery and set. We received a call at 3:05 on March 6 that said the delivery was running behind and it would be between 3 and 7 pm so I requested that the delivery guys give me a call when headed to my house so I could meet them there (I even called the customer service number to make sure this request got added to my delivery) I had already took the majority of the day off and had an an appointment at 6 so I would need to meet them there. The delivery truck showed up at my house at 330 left the furniture with no phone call or nothing ahead of time like I requested and they said they would do. The furniture was drug across my hardwood floors ruining a section of my floor. When the furniture was delivered it was placed in my livingroom completely wrapped up the legs were not installed and the packaging was still in tact (highly dissapointed when we paid 170.00 for delivery and set up). When I contacted customer service the only thing the lady would say is "I'm sorry I cannot help you" they can't send the pillows that are suppose to go with the set and make my $3000.00 cash purchase right. I was also told that the store manager (Chattanooga store) would be in contact with me and here we are 1 week and 1 day post delivery and still no phone call. Very poor customer service highly dissapointed and we will never shop at Rooms to Go again.
5 years ago
Akila
I bought furniture and had a great experience. I got a bedroom set and a dining room set. Both were in excellent condition, set up quickly by the delivery men and I was a happy camper. It seems like the negative reviews are from people being angry at things that just happen sometimes.
5 years ago
Vicky Stewart Mulberry, FL
Our delivery went great! Came at scheduled timeframe. Took out old furniture. Brought in new and assembled. No damages to new furniture. Well pleased. Makes me wonder about all the negative reviews out there after my excellant experience.
5 years ago
Terry Gist Hampton, GA
My sales person Kimberly @ rooms to go in Forest park on frontage road kim was amazing.
I was looking for a bedroom set and a kicthen sets.
I told her about my budget and she's was willing
And able to bring the price down so I can get the things I came for she made it happened.
Thank you Kimberly.
6 years ago
Sendi Galvan Houston, TX
I had a great experience with Room to go specially with Latosha M. She is excellent with customer service, She was very helpful and nice. Latosha it was very sincere and helpful with taste. Lotosha is excellent, love her. Thank you for all of your hard work and dedication. It is very much appreciated. Thank you! Sendi Galvan
6 years ago
Review Source
Kelsey T.L. Lansing, MI
Rooms-To-Go has been a furniture haven for me. I've furnished much of my home with their selections, and each piece has exceeded my expectations. The affordability, wide range of choices, and outstanding customer service have made every visit a pleasure. From my living room to my bedroom, Rooms-To-Go has truly transformed my living space. A heartfelt five-star rating from a delighted customer!
1 year ago
Review Source
Jeremy Webb Dallas, TX
Rooms To Go has a very large amount of options to choose from for your furniture needs. Full displays of what your bedroom or living room could look like makes choosing furniture easy. Employees can be a little annoying when they follow you and hover you to ask questions but other than that they are ok. Prices are reasonable and the quality of the furniture has lasted in my house for quite a while.
4 years ago
Jessica Hayesville, NC
It’s all good when they are selling to you then after you pay your forgotten about. Bought two identical mattresses one for my room and room one for guest room. They sent one we ordered for the guest but then sent the wrong one for my bed. I noticed right away as soon as I laid on it because it was hard as a rock so I called and they agreed to switch it out but now I have to wait even longer for the delivery then I did the first time and I have already got rid of my old mattress and sleeping on this new one that I didn’t order is killing my back. I just wish they would have rushed the exchange a bit instead of just saying sleep on that until your new one comes in 10 days. Oh and if any of you are wondering why I don’t just sleep in the guest room until my mattress comes it’s because my husband and I can’t sleep in a tiny bed at the same time or we would.
4 years ago
A Norian Boca Raton, FL
The sales team in the store was fine and I was able to pick a bedroom set and check out quickly. The delivery has been nothing but frustrating. Delivery time 7am - 11am with my stop scheduled as #1. Text received at 7:45am that driver is on the way expected delivery between 8-8:30. It is now after 10am and no show. I called the driver who was rude. So apparently the customer has to be up and ready by 7am but the drivers don’t start working until 8. The drivers can change the route as they would like regardless of when they tell you they will be there. Terrible customer service. I then asked to cancel the order and then hung up on me.
4 years ago
Paul DeBarbieri Bradenton, FL
I purchase a motion bed from RTG but when it was delivered I was told that I needed a special attachment to attach my headboard. I called the store, and told and advised them that no one informed me of the special attachment requirement. When I inquired as to the cost I was told it was not expensive, but they could not tell me the price. I informed them that I wished to return the bed and was told I could refuse the bed. I told them if they provided the part at no cost, I would accept the bed. No one could accept that proposition. I asked again as to the cost and was told that the manager was no longer available and no one could tell be the cost of the part. In the mean time the manager had called the delivery person and informed him not to accept the return of the bed. He was to leave the bed and disregard my request to return.
5 years ago
Johnathan Tulloch Fort Lauderdale, FL
It was calm I didn't feel like I was being attacked with unecessary info about deals and buy this and buy that like most stores. They just let you coast and pick what yoh want with no hassle which is always a plus for me.
5 years ago
JoAnn Bailey Lawrenceville, GA
I visited the Rooms to Go outlet in Norcross. JC was our sales rep and he was OUTSTANDING!! He took great care of us. He was very knowledgeable of everything we had questions on. I appreciate such great service
6 years ago
George Mc Daniel League City, TX
We purchased a dining room table and chairs from them a little over a year ago. A brace on one of the chairs just broke and I called them to inquire about how to get it repaired. It seems since it is out of warranty, they will not send a tech to repair it even though I am willing to pay. Also, they have no place where I can take the chair for repairs! So I will just have to purchase a new chair. This is very poor customer service. Customers are just left hung out to dry!
6 years ago
Jerry Deckler Austin, TX
I bought a leather couch and matching love couch. Less than 3 yrs ago it was falling apart. Rooms to Go honored my warranty and let me pick out another set. 6 months after the second set was delivered with 4 motorized recliners, two motors went out and one toggle switch according to the tech they seen out. That was 3 weeks ago. I received by USPS two switches but no motors today 10/25/17. After calling customer service, seems the motors probably were not ordered. Now I’m told to call back in 7 to 10 Days for status update . I’m not happy with the poor quality of these couches and poor service. I shouldnt be going through this with 6 month old furniture and the run around I feel I’ve gotten. I’m still paying for these couches. Last time I buy anything from Rooms to Go.
7 years ago
Syl North Port, FL
I bought my king bedroom suite and mattress from Room to Go. The salesperson was excellent and very professional. The furniture arrived as schedule; not one piece was scratched, broken, and nothing wrong with them. Totally satisfied!
4 years ago
davina nixon Melbourne, FL
Rooms To Go Rooms To Go Furniture Store - Melbourne
I got a bed with rooms to go in June. From the first week I told them the bed was not functioning properly. The base and the mattress are incompatible. I have been forced to keep this merchandise in my home impeding me from finishing my room because they refuse to pick it up. They have made me jump through hoops missing work or arranging for people to be home and even after their inspector agreed the 2 are incompatible and reported to them weeks ago they refuse to return it. They don’t answer the phone to me and have told me they have no return policy. I signed up for assurance now which is a financing thing where you pay month to month and on the contract it says that it is essentially renting the merchandise on a monthly basis and if you don’t pay they will pick it up. They are refusing to be compliant with the contract and just keep moving my due date out so that I don’t have a payment due. BUT also refuse to pick it up.. reporting to me it’s not fair that they have to pay for it either (when they are going to sell it to rent a center and they will sell the pieces for them) I want the furniture removed from my home and I will NEVER buy from rooms to go again after this nightmare.. can anyone offer advise? They called me today after I called and complained that they hadn’t called since the inspection and customer service reports they were calling to set up a exchange of merchandise.. why? What part of I don’t want it is not understood.. someone please help. I am also sending this complaint to the better business bureau as well. This is ridiculous how can someone force you too keep something you don’t want because they sold you the wrong thing and literally just bluntly refuse to remove it from your home?
1 year ago
kIMBERLEY Dials
Totally Disgusted...again
I have talked to several customer service employees, who assured me that would escalate my bed situation. Well another week and still no bed. At this point, I am totally disgusted and all I want is for RTG to send someone out to fix my adjustable base to fit my bed correctly. I just don't understand why this is so hard to get done. The delivery people who came out when I was not home said the room was not ready that is totally not true if that was the case why did they set up the bed frame but did not put the base on? I need RTG to get a tech out to fix my bed and I want compensation more then the delivery fee refunded. This had been nothing but aggravation and stress unnecessarily. I could get a refund but I went through the trouble of picking this particular set for my paint and floors I picked so returning is not an options for me. Any advise from lawyers, negotiators, or mediators, I am open for suggestions at this point? Again RTG what are you going to do to make this right?
1 year ago
Monique D Douglasville, GA
I am extremely upset and disappointed in Rooms To Go customer service. I purchased a desk for $1738 with tax. The delivery crew delivered it and it was damaged. They said np will replace the top of the desk. They sent another crew for the 2nd time time to replace the top and they couldn't get the top off and said I will need to replace the entire desk. The 3rd time the crew sent out replaced the entire desk but guess what it was damaged AGAIN. They called and said we will get another replacement to you. This time #4 they came and the replacement was one I would live with, it had a minor scratch in the middle but much better than all the ones we had but guess what this crew could not disassemble the desk like crew #2 to do the replacement. OMG I am so frustrated at this point so thry couldn't do the exchange. Then they called to tell me the item is out of stock and there's nothing they can do but return it.
AFTER 2 MONTHS OF FRUSTRATION WITH THIS COMPANY AND SPENDING ALMOST $20,000 IN FURNITURE I WILL NEVER PURCHASE FTOM THEM AGAIN. FIND ANOTHER FURNITURE STORE. ROOMS TO GO IS AWFUL.
1 year ago
J.D. Sutton Spring City, TN
Went to rooms to go and purchased a couch that was to be delivered to my home. Got a call from the "Dont Care Center" a couple of days ahead of time that notified me that my couch was to arrive between 3:00 p.m. and 7:00 p.m. after waiting till about 7:30 and no one showed up we called the 1-800 number to inquire where our furniture was and the representative told us that the driver had made a note that he couldn't find our house and that he had no cell service to call us, (that part was an outright lie, it doesn't matter what carrier you have, you have cell service at our house) so I asked if the couch would be delivered the next day and was told no because they only come to our area every so often and I would have to wait another 2 weeks to get my delivery. Since I got no satisfaction from the Don't Care Center I called and talked to management at the store in Knoxville where I bought it and got the same runaround. I'll know to shop local next time and not do business with these clowns.
2 years ago
Review Source
Laurie Heinauer Bradenton, FL
WE CAN SHOP AT OUR LEISURE AND NOT BE HOVERED OVER. STAFF IS COURTEOUS AND KNOWLEDGABLE.MIKE WAS AWSOME, PERSONABLE, AND HE REALLY KNOWS THE PRODUCTS AND SERVICES AVAILABLE.
3 years ago
marilyn Harlan Richmond, VA
We have two sofas we purchased 11 months ago at Rooms to go in Richmond Va. Due to the pandemic it seemed they had the fastest delivery time. They are falling apart after moderate use by two 60 year old adults. No one sleeps on them, jumps on them, we simply watch the news and some night time television on them. The fabric on the Cindy Crawford sofas is now scratchy and pilling badly. The cushions have lost shape. The frame is sagging on one of them. Feathers fly everywhere. (we specified we wanted fiber filled no feathers) I can not warn you strongly enough; do not buy sofas from this chain. The quality is subpar to say the least.
3 years ago
Kristy Wiland Universal City, TX
The sales people are fine. Their delivery service could not be worse! Initially I bought a dresser, nightstand, and lamp. My delivery date was 3 months later. They arrived 6 hours late. They were supposed to arrive between 9:00 AM and 1:00 PM. Instead, they show up at 8:00 PM. They had my dresser. They had my nightstand. But no lamp! The guy assured me they would have someone bring it the next day. With my dresser and nightstand, the handle were drilled into the inside. They were supposed to remove them, and install the handles on the outside...where normal handles are. This guy didn't do that. He also left my dresser 4 inches from the wall. That was easy enough to push back. But I can't install handles on my own! When I call the call center, they said they'd have someone out there that day. No one showed up. I called. They said they'd have someone with the lamp and to fix the handles the next day. No one came, and I called to confirm ETA. The woman I spoke with said no one spoke with me yesterday, which is false. The best she could do is have someone deliver the lamp in 9 days. 9 days! So, today someone did deliver the lamp. All he did was drop it off. He didn't unpack or install it. I had no chance to check and make sure the lamp actually worked. And guess what! It doesn't! The knob to turn it off is missing. I can only turn it off by unplugging it. And, of course, the service center is closed. I called the sales store. A kind woman said that she will look into getting a new lamp delivered. I have to wait 2 more weeks to actually get someone to fix the handles! When I pointed out that I bought this stuff in March, and it's now July, the call center woman said they had other orders to process. So, if you like waiting about 4 months for your stuff, use them! If you like making multiple calls to a non-helpful service center, use them! If you like having delivery people in your home because you're lonely, use them! If you except your stuff to be delivered at one time, promptly, and in working order: run!
3 years ago
Patrick L Sugrue Ooltewah, TN
We were sold an extended warrantee for sofa / love seat then reviewed the company that's supposed to provide the service and almost every review was a 1 star, 100's of one star reviews that said the warrantee was worthless. We ordered some tables that were to be delivered 10 days ago so was held hostage late afternoon till 10pm and finally get a call says they will have to reschedule the delivery. 7 days later today I'm supposed to be the 1st delivery 7am-11am. I get a call at 6:40am and told they're having truck problems but we'll be the 1st delivery. I stay home all day it is now 2PM
I start calling customer-no service at 12:00 when they are already 1 hour late on hold for 30 minutes so I use their automated call back system 2 hours later no call back.
I call the local store where I bought the furniture and talk to a sales person, because any customer service goes to a distant call center so I talk to a sales rep. She tells me yes there is a truck problem and we have to reschedule again. WTF RTG no one calls me so I've been sitting here since 7am had to miss my grandsons games and to find out they never planned on delivering the furniture and no one bothered to call and tell me. I'm very disappointed with RTG and will not buy from them again.
3 years ago
Raeleen Clark West Palm Beach, FL
Purchased supposedly a leather sectional reclining sofa for over $4,000 and the head rest is pealing after 8 months of use. They will not replace.
We purchased a leather sectional reclining sofa and spent $4,000. Upon delivery, head rest had seam coming out so they replaced it. The same head rest after 8 months of use is pealing/discolored. The repairman said it should not happen and said we'd receive a new one. After no communication, we reached out to find that they denied the manufacturer warranty and said it was normal wear and tear. How can an 8 month old "leather" sofa have pealing/discoloration? The extended warranty does not cover this due to it being less than a year old. My husband spoke to the manager of the store and the manager stated that it could be hair products that caused this. Really? First of all, this is my husband's chair and he does not use products in his hair. We are finding that no one wants to assist. A leather sofa should not have these issues after 8 months of use. Customer service is not satisfactory.
3 years ago
Ed Bice Abingdon, VA
I accept the blame for this one. I did not investigate R2G before my purchase. After investigation, I found that 72% of online reviews are 1 star. Many of the reviews report massive delays, broken furniture, receiving refurbished (rather than new) products, a lack of response from the company, and poor interactions with the Customer Service Department. I had my own experience yesterday. After an extended wait for delivery, the day finally arrived. The delivery time given was 6 pm to 10 pm. I thought it was odd, but we wanted our furniture. When the time frame changed to 11:30 pm to 12 am, I tried to call Customer Service. After waiting on hold for over an hour, the first-line representative offered nothing. When I spoke with the "supervisor" (Carlos C.) I wrong concerning the delivery time (even though it was from the R2G tracking information). He stopped short of calling me a liar, but the insinuation was clear. He offered no help (no additional tracking information, no solutions, not "I'm sorry," no "midnight is an unacceptable delivery time," nothing). He refused to allow me to speak with his supervisor, first telling me he had no supervisor. After I pressed (so, you are the CEO?), he informed me his supervisor would not talk with customers. I hung up with no solution, only wasted time and energy. Finally, the delivery truck driver called, stating the delivery would arrive the next morning. The next day, when our delivery window was passed, I called Customer Service. I waited for over 30 minutes to be told our delivery had been canceled because the furniture was not on the truck. It was backordered (even though we decided to purchase based on the fact the website indicated the item was in stock) and would not be available for another 5 weeks. Note, I had to make the call to learn this information. I was transferred to another department to cancel the order and obtain a refund (another 30 minute hold time). I explained the entire saga and asked for the order to be canceled and for a refund. I was told I was wrong; the sofa was on the truck for delivery. After arguing for an extended period, the representative checked the files and found I was correct. Then she told me I could not obtain a refund because "the computer was locked because it thought my furniture was on the truck." I explained that computers do not think. They do what people program them to do and whoever needed to fix the situation needed to do it immediately. She protested for several minutes and then placed me on hold. The refund was granted (even though they "can't."). I called again today (40-minute wait) to confirm because I do not believe anything a representative tells me. Please save yourself the trouble and do not purchase furniture from R2G. They offer no solutions to issues, the company consistently over promises and under delivers, their communication and customer service is basically nonexistent, and it is apparent that customer satisfaction is of no concern.
4 years ago
Niloofar Hubrich ,
I would give them 10 negative stars if that was available. THE ABSOLUTE WORST purchase experience we have ever had. Don’t take my word for it, just go and read reviews across the internet about them. I won’t make this long. They never called me to give me a delivery window ahead of time OR give me information on how I could get that on my own.. They show up the day of at 8:00am and since we had not moved to the house yet, no one was there. When they called me I begged them to leave the two stools on the porch and that I was 10 minutes away; she said the driver will not leave it. I spend two days, 6 calls trying to go and get them myself. The first 5 people told me that as soon as it’s back in the warehouse, they will be able to reschedule delivery or make arrangements to pick it up. The 6th call I was told the stools had been given to another person that was waiting on them and mine would be available in 3 months because it’s on back order. She told me this in fact is their policy and that they do not hold merchandise for people. No matter what I did to make her understand the situation, she didn’t want to hear it. I spoke to the “manager” at the store (I don’t believe he was actually the manager. I think she just put someone on just to get rid of me). He could not explain why the first 5 people I talked to, did not tell me about this strange and bizarre policy. Just told me I either wait or I can have my money back. SO I did a little looking and strangely, other people have had a very similar situation which makes me think they are running some kind of scam or just something is fishy. How can someone miss their delivery and you don’t give them a window to come and get the item before you just give it away. DO YOUR RESEARCH BEFORE MAKING A PURCHASE FROM THIS COMPANY. BUY AT YOUR OWN RISK.
4 years ago
Silvia Miami, FL
We bought a set of two couches online on June 21th. They didn’t arrive until July 28th. The loveseat came with a broken console. We were not going to accept the couches because that one was broken but the delivery man told us that the problem that the couch had could be fixed by a technician in a few days easily. So we decided to stay with the couches and call Rooms to go to let them know that we needed a technician. The technician came a moth later, on august 28th, he told us that he couldn’t fix it because he needed to order a new piece. On September 15th we called Rooms to Go again because the piece had not arrived. They told us that they had ordered it from the manufacturer and it would take 3 months to arrive or they could send us another couch. So we scheduled for the couch to be replaced. On September 22nd they brought us a couch that was not new in a box. We did not accept the replacement because it is not okay to be sent a couch out of the box, it could be used or damaged, especially during a pandemic, it is very unsanitary. We called Rooms to Go that same day, asking them for a new couch on a box. They told us that the set was discontinued. Then we asked to order the piece, even if it took 3 months. Turns that they could not get the piece at all. Apparently we were lied to before, the piece wouldn’t have arrived at all. We asked to return the set. We were told no. Our only options were to get the credit of money we spent and get another set or to stay with the broken set and loose the warranty. Getting another set now would be more expensive and we would need to pay the difference and we don’t even like them.
In conclusion, the service is HORRIBLE. It’s a very long wait to get the product, the technician, the representative on the phone. The employees lie to you. Rooms to Go does not care about its customers. This company should be ashamed of the poor service it provides.
4 years ago
Melvin N Rodriguez Port Saint Lucie, FL
I called the local store to see what they could offer due to the unforseen 3 month wait on the furniture we ordered and they told me that they cancelled the order. We never requested the order to be cancelled. We are very unhappy with them at this point. Why would anyone cancel our order without us requesting that??? The rep at the store was very unprofessional. Her name is Collen and she was constantly talking over me and kept stating how my husband did cancel the order. I am very much aware he didn't call and he stated himself he never called so she states that couldn't be true. She basically called my husband a lier. I even checked the oh be records to see if my husband call and there was no outgoing or incoming call to or from them except for a msg they left a week prior. Colleen stated that she had just spoken to my husband this past Wednesday but it isn't true. I can't believe these are the type of people you have working for the company.
4 years ago
Clark Garrett Pass Christian, MS
I purchased a leather sofa that was quite comfy in the showroom. The sofa delivered is so hard, I cant sit on it without getting sore. I knew immediately this would was a problem. Right away I called customer serve but it was Friday evening and they were closed for the weekend.
Monday, customer service assured me that I could go to the showroom and choose an exchange,if they didn't have what I liked, they could check with various manufactures. When I went to the show room, the sales reps did not check with manufactures about anything. I asked for a refund and was told to check with customer service. Customer service told me it was up to the store manager. This went on for two weeks - the manager wasn't in, he would call back, etc. Today I finally talked to him and and it is too late for a refund, but I can come and chose anything I like. He give me 30 days to do that. There is absolutely nothing else I would like to exchange it for. Everything is either the wrong color, wrong style, etc.
I was told the sofa needs some weight on it and it will take some time to break in. I am a small elderly person and cant live long enough to break this in. This is my forth leather sofa so purchase and Ive never had this problem.
4 years ago
Larry Farrell Durham, NC
We ordered 3 sets of bookcase shelves that were on sale for $200. Upon delivery we discovered that what we thought were shelves that we could assemble into a functional bookcase were just shelves - flat pieces of wood with no frame to assemble them on to. The sales person in the Raleigh, NC store did not tell us that the frame would cost an additional $100 and obviously did not order the frames. The store manager admitted their mistake but would nothing to rectify the matter except allow us to order the frames for an additional $300 and wait 4 months until they were available. This is a stupid sales approach, as who would buy shelves separately from a frame to mount them on? If we knew from the start that the shelves would cost $300 each and not $200, we would not have wasted our time at Rooms to Go.
4 years ago
Edward Freeman Rowesville, SC
My wife and I recently had a very pleasant shopping experience at the Harbison, Columbia SC store. Tonya Z was very helpful, not pushy, and she knew her product.
4 years ago
Catherine Mobile, AL
I'm from Mobile, Alabama. Purchased my mattress from RTG in Mobile, Al from the manager Nick who was very misleading. Nick/ Rooms To Go DOES NOT stand behind their word. I purchased Tempurpedic mattress and was very unhappy with the mattress ($2,400 mattress) and the service but I was told if this was not the mattress for me I could easily exchange it. Nick(Manager) was very rude and refuse to help me with my problem. I am still paying for a mattress that I do not get a good night sleep on!!! I have been trying since October 2019 to get RTG to help me in some way and they refuse. They sent technician out twice he could barely get up and down hasseling for breath, he did nothing to solve my problem. I will never shop there again and I want people to know that what you are dealing with. They DO NOT CARE ABOUT THEIR CUSTOMERS!!!!!!
4 years ago
William Scalzo Killeen, TX
DO NOT DO BUSINESS WITH THIS OPERATION! They screw you over royal with poor delivery! I spent over $5K for mattress/base units, they send text showing delivery 7AM to 11AM 06/12. Then get a call from a computer saying exact same thing. Then, 10:30AM 06/12 a rude unfriendly male calls telling me delivery is now 12PM to 4PM...no reason why change. Then get a text at 2PM saying delivery is between 11AM and 3PM with a tracking link. Hit track link it shows delivery vehicle in a city 2 hours away with delivery between 6:20 and 6:50 PM. This is complete incompetence! Try calling customer disservice and they keep you on hold, never answering knowing you will get pissed and hang up. STAY AWAY FROM THIS CHEATING OUTFIT!!!
Just a little more follow up on this company...if you are concerned about Covid and possible transmission you may not want to get any delivery from them. Just had 2 individuals deliver product, NO MASKS, no protective foot covers. Showed zero concern that anything out of ordinary was afoot. As a senior in the supposed risk category I would think this company would show some concern. They sure do in their stores, but hey, those are high profile so it looks good there. Apparently not so much with delivery folks. Be warned...
4 years ago
Mary Nicolini Sarasota, FL
Where do I start. First I ordered a table only to find out just shy of a year old that it was a piece of junk. Basically balsa wood. I ordered another table. When they were unwrapping it, it was falling apart as they took off the blankets. Told them to take it back along with the other table. They came and got the table after waiting all day. I would get a call two days before that said delivery was 8-12. About a half hour later, I would get a text changing the time. An hour later changing the time. Every time I would call up customer service and wait on hold anywhere from 20 minutes to one hour. I had to call probably 5 times, until my blood pressure was so high I decided it wasn’t worth it. Got written up at work because it sounds like a lie when you keep calling the boss saying that oh it’s going to be later. The point came that I had to take the day, only to find out the 2nd table was garbage too. Now I have another table coming. I guess I’m a glutton for Rooms to Go punishment. I got my call and text that says 10-2. Called customer service and spend 34 minutes on hold, just ot be told, “we can’t control the delivery times” Oh well, can you call the delivery people and tell them this is important and what happened. Nope can’t call them. So I call the home office. I speak to the operator and tell her part of the story which she was not interested in hearing but I wanted to talk to the CEO’s secretary to explain my problem and let them know this is a systemic problem. She put me on hold making me think that I would be switched to the CEO’s offfice. I figured out after a few minutes that she switched me to customer service. I called back. Same lady answered. I asked why she just put me back to customer service.. She said to me that she only has the option to switch to customer service, however she is the operator for the home office. I guess if a company calls and wants to buy bulk furniture they get switched to customer service. I guess if the CEO’s person he’s been waiting to call him back, gets switched to customer service. I have furnished about 4 houses with Rooms to Go furniture. I’ve noticed that it has gone downhill significantly. The quality of furniture has become so poorly made and downright cheap, I compare it to discount stores such as Target or Walmart. You know you’re getting cheap furniture there. But when you give thousands of dollars to get junk, that’s a different story. I now have a delivery time on Friday from 10-2. They are picking up the bottom half of the Balsa wood table they forgot and delivering the new table. Mind you this is the third table. Let’s see what happens with this one. I told them I cannot wait all day and do this again with them. I don’t have the luxury. People are not doing well financially to take off all day for other people that are getting paid and pushing your time back without any consideration for your time and income.
I do need to give kudos to Brian the manager at the Sarasota Fl store. He made the exchange very well and was very nice about it. It’s not his fault.
Buyer beware. Rooms to Go has gotten cheap furniture now that is poorly made and overpriced. I think I saw my table in Big Lots but can’t be sure. After this purchase I will be cutting up Rooms to Go credit card and taking one with American Signature Furniture which I know is solid. I’ve had their furniture since 2012 and it’s still solid as a rock.
It’s a shame that buying a piece of furniture has to be so stressful. It is not a good experience to go through the delivery part of the purchase. I have found lies after lies. It gets to the point, after holding half a day, that you start just about yelling at them on customer service line. You have to be careful and mind your P’s and Q’s because they have the power and just hang up on you. You have to call back and hold for another hour. Revel in power and control.
4 years ago
Marquis Lewis Montgomery, AL
Worst purchase ever. Purchased furniture from Rooms to Go in Montgomery, AL. Purchased furniture during a promotional offer which I was told it was 0% interest for 6 months by the sales representative & management, when actually it was 0% Interest “deferred” for 6 months. Which I found out after trying to pay the amount in full that is listed on my account online that they charge the interest up front if you don’t pay it off in the 6 months time frame. They switched the statements after sending me an initial statement stating the terms the Representative who sold me the furniture stated. I recommend please read the fine fine very small print. They hit me for over $600 in interest and I was only one month off from paying the full amount. I called the customer service line and with the supervisor on 3 way from the store so they could here the deceptive tactics they used to swindle me out of my money. I wouldn’t have agreed to the contract knowing the interest was 34.99% after the “0 for 6 months no interest “ as I was told in the first place. This company takes advantage of those who have fair credit and in need of furniture. This company not only did that, but in the mist of the epidemic that has hit our country unexpectedly doesn’t care about still putting hard earnest working consumers in further debt. Debt that is more than half of the original amount financed. I recommend reading the fine print! They are non-negotiable and greedy! I asked the representative what the company was doing for those in the mist of the epidemic and she told me that they were only deferring the payments for this month putting it on the back end and still charging compound interest on top of the deferred interest which was the 6 months interest plus monthly still outside of the promotion offer. It wasn’t a deal it was a scam! I was so disgusted with the tactics used being a sales representative myself. I believe in giving people the information and allowing them to choose so there want be any remorse. I feel sorry for those who currently are still financing with this company or even planning on purchasing from Rooms to Go in the future. They discriminate with interest rates and trap you into compound interest contracts. There is no deal or empathy for the consumer. I wish I would’ve researched the finance company ahead of time. I would never ever recommend this finance company or rooms to go to anyone. STAY AWAY FROM ROOMS TO GO & ESPECIALLY TIDEWATER FINANCE!
4 years ago
