RICHMOND, VIRGINIA -- We purchased 2 sofa sets from Rooms To Go on 12/26/2015. These sets were delivered in January 2016. We also paid for their ForceField protection for both sofa + a delivery charge of $300. Both sets have hardly been used. We sat on the Umber/Jamestown sofa just a couple of times when we noticed that one cushion of the sofa tended to cave in whenever we sat. In fact, this problem had gotten so bad that when sitting down you could feel your tailbone hit the frame. We have avoided using the sofa and have been using just the loveseat (it is still firm and plush).
We have been complaining and talking to customer service representatives for the past 3 months requesting that they replace the sofa! First they sent a service tech who told us that the cushions are not removable so he would label it as a manufacturing defect and recommend that the sofa be replaced (he took pictures of the sofa too). We waited for a week but then called in only to be told that they had not heard back from the service tech. After repeated calls to RTG we were told that this was considered "normal wear and tear" and that they could not do anything about it.
We tried talking to them again. This time another representative asked us to send an e-mail with additional pictures. As expected we did not hear back from them. We called again and this time a different representative asked us to send her another e-mail describing the problem with pictures and that another service tech would come in and give a second opinion on either the 2nd or 5th of September. We called back on September 1st only to be told that they had not heard back from the service department.
We called again on September 7th and were told the service tech would come by on the 10th. The same service tech guy showed up on the 10th and was surprised that they had asked him to come out to the same place again in spite of his asking them to replace the sofa. He took more pictures of the sofa before leaving. We called Rooms To Go again on September 21st only to be told that they had not heard back from him.
We received a call from RTG on September 22nd saying that this was "normal wear and tear" and that she could not do anything about it. We asked to speak to a manager or a supervisor and were refused. 3 months of talking to representatives and we got nowhere! We regret having purchased furniture from RTG. The experience has been bad and the customer care representatives are the worst. RTG should honor their warranty and replace the sofa! The company doesn't care for its customers and their customer representatives are a real nightmare to deal with. Plus poor quality furniture. Will never buy anything from them ever again.
FORT MYERS, FLORIDA -- In April of 2015 we purchased two queen mattresses for a rental property. We explained that it was a rental property to the salesman who then told us that the mattresses we purchased would be good. Fast forward to the beginning of 2017. The mattresses were sagging and the renter said the mattresses were so bad that he had to sleep on the floor. I understand that mattresses don't last forever and a landlord needs to buy a substantial one for a rental property. The problem is that we were told that these mattress were good ones. However, these mattresses did not even last two years.
We tried calling Rooms To Go when we received a call from our tenant who told us that he would be moving out without paying because of the uncomfortable bed. Rooms To Go told us that it could take a while for someone to even come look at the mattresses and then maybe even a month before they determine if they will allow us to replace with same/similar mattresses. Everything about that solution was idiotic. Not only would we lose all the money we spent on poor mattresses but we would lose the payment from our tenant, and we would be replacing poor mattresses with poor mattresses.
I wrote them a letter to tell Rooms To Go about this dilemma. A representative did call me to discuss, but that was to no avail. I am writing this review simply because I don't want anyone else to be misled by Rooms To Go. There are many more reliable stores in the Fort Myers area that sell mattresses and also furniture. We found one. This more reputable store directed us to appropriate mattresses for a rental property and delivered the mattresses in a timely fashion.
Our story ended well simply because we chose to cut our losses and deal with a store other than Rooms To Go. Unfortunately, though, Rooms To Go's unprofessional sales manner in 2015 caused us an expense of several thousand more dollars after less than two years. An expense we never thought would come so soon. Rooms To Go will never be a choice for us when buying furniture, mattresses or anything else they sell.
RICHMOND, VIRGINIA -- Day 1: Paid for my order in full. Apparently the chair to my dining room table, you know the ones on display, have been discontinued. The salesman places an order without my knowledge for different chairs. Day 2: Realized that the order was wrong. I contacted the store. The manager said that I had to come across town to the store. He could not correct the mistakes over the phone. When I arrive at the store I realize, not only are the chairs wrong, the sofa is wrong as well. The manager then proceeds to blame me for not knowing the skew numbers (as the receipt only is a description, not a photo).
He is also rude, and tells me I must pay another $150 for the "discontinued chairs". In frustration, I pull out my credit card to pay, and I am then told I have to pay from home because he cannot take my payment for 30-45 more minutes. He said he would call me within the hour and let me know when to make my payment. 3 hours pass...no call. I call the store..."Andy is at lunch" so I speak with another manager...Beth. She is very rude and not helpful. An hour later Andy calls me, and I make my additional payment.
Day 4: My order arrives. I have my niece there to accept. I assume everything is okay by the pictures she has sent me. Within minutes of the delivery truck driver leaving my house, I receive a phone call from customer service. They want to know how my delivery went. I explain that I am not there. The woman on the phone says..."Well who is? I need to talk them." When I tell her I am not giving her my niece's number, she said "You need to contact us in the next 24 hours" then hangs up. THIS WAS THE WORST CUSTOMER SERVICE EXPERIENCE I HAVE EVER HAD! I spent almost $3,000 and was treated horribly. I will never purchase anything from this store again!
GREENSBORO, NORTH CAROLINA -- I bought a beautiful charcoal colored couch and chaise to set in my living room, a room I don't sit in. I've had this furniture for almost a year now and had to have a tech come out and spray a strong peppermint deodorizer on it because it smells like mildew. It took a while to figure out the smell was coming from the couch because I don't sit on.
Now the first thing the tech asked was did I spill something on it, I said no it's just staged with pillows on it. He sprayed the chair and said if the smell come back to call the customer service line again, it took a while to come back but it's here and it's strong. Today I was told there is nothing they can do for me because it took months for me to complain. No I have two warranties on this chair, 1 for the fabric and 1 for the frame, now if this chair stinks it's coming from the fabric that should be covered.
I didn't even harp on the fact that while smelling around this chair I found a dip in the cushion that has never been sat on by me. Lesson learned never buy from Rooms To Go and thanks to the NICE LADY FROM THE CORP OFFICE WHO SAID, that's not their problem and they will not be doing anything about it... Thanks Mrs. **.
RALEIGH, NORTH CAROLINA -- Well, we purchased a lot of furniture from Rooms To Go and must admit they are the worse furniture ever. We bought a lot of furniture from Atlantic Furnishing couch, dining room set, bedroom set in 2011. Must admit they are still in good shape after so many years and 2 kids. Rooms To Go on the other hand the coffee table is made out of cheap wood is already chipping off within a year. Coffee table is warped. They may give you 5 years 0% interest but watch out your furniture will be long gone within a year and you will still be paying the installments.
Just go to Ikea instead. Their quality of furniture for the price is far more durable than Rooms To Go. The sales person talked us into rubbish decorator discount which was $60. You will never step into their store ever again so don't bother getting those additional crappy deals. ROOMS TO GO is absolutely not worth save your money and buy a better quality furniture or go to thrift store and get some amazing deals.
FLORIDA -- Approximately two years ago, 9/14, I purchased a baby car bed for my baby son and also at that time purchased an extended warranty. Unfortunately, the hood of my baby's bed came off recently 12/16 leaving sharp edges. On December 22, 2016, a service tech came to my house. He was very offensive, and told me that my baby had broken the bed and that the company would not cover the broken hood.
I expressed to the service representative, customer service representatives, my concerns that the bed was now dangerous, it's not safe for my son to sleep, and would like it to be repaired under the extended warranty. There seems to be a culture of hostility, lack of courtesy, disregard, with my recent phone conversations with Rooms to Go. I have been left in limbo, with a broken baby bed.
ARLINGTON, TEXAS -- The living room furniture was to be delivered between noon-4 pm today. It is already past 5 pm, no call from Rooms To Go and no delivery yet. Called them twice, was told that they cannot get hold of the driver. The 3rd time was told there is a note that says they tried to call and there was no answer. That is a lie, the phone was always with us, we were at home, the phone shows no missed calls and no voice mail.
Called the store and talked to the sales person, was told that she has no control over delivery and should be here sometime today. So when they say deliver is between noon-4 pm they don't really mean it. Now after reading the other reviews, I am not sure about the condition or the quality of this furniture either. And they charge for delivery.
MYRTLE BEACH, SOUTH CAROLINA -- Initially never received the charger for the chair, rendering the rocker useless for three weeks till we received it. Once plugged in, it had to remain plugged in for the chair to operate, which, according to the directions, creates a fire hazard. Either plugged in all the time or useless rocker. They refused to exchange or refund, and after wife and I complained, they asked us to leave the store or the police will be called.
The chair remains plugged in and we sweat out a fire hazard. We are retired seniors and did not deserve to be treated in that manner, after spending almost $10,000 dollars. The furniture received is substandard and could not be returned. Do yourself a real favor... "Pass this store up," you won't regret it.
CORPUS CHRISTI, TEXAS -- The person who sold us the furniture out of Rooms To Go was horrible. Poor bedside manners. From there we scheduled a pick up two days after purchase. Picked up furniture, one of the pieces was damaged. Called customer service, they did an exchange for the following week. Two guys came to deliver one child's armoire and upon bringing it in (with a dolly) they still managed to scratch it up and leave some kind of oil stains on it.
Now why wouldn't they leave it in packaging brand new, bring it into the house then unpackage it? Listen, two guys, a dolly and one mid size 900.00 dollar piece of furniture, a birthday present for a ten-yr-old, and the job couldn't get done. Sad or pathetic. I feel both for my situation involving the business. This company spends so much money advertising to make profit off of us customers. I believe Rooms To Go should spend more time and money investigating the sorry people they hire to deliver professional dependable reliable service. Because right now they are picking and choosing who gets quality service. Pissed off in Texas.
Sorry to hear about your experience. Would you be able to send us the details along with your order info to Tellus@Roomstogo.com?
WATAUGA, TEXAS -- Had the blended leather living room furniture and it started cracking. The company did not replace completely so I had to spend more money. Then after having the new furniture for only 2 months the sofa collapsed onto the front foot (they did repairs on that area on day of delivery). Customer service says it is not a manufacturing defect. Really? You can see the horrible workmanship from day 1. They just sell bad quality and refuse to admit it.