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3-Year Old So-Called Leather Sectional Fell Apart
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

GEORGIA -- Rooms to Go is short for "ROOMS TO GO STRAIGHT TO THE TRASH"? This place has the customer service quality of a brothel. You walk in, they're all over you... friendly, helpful and knowledgeable. However, as you go back to let them know their furniture is falling a part, they want NOTHING to do with you..

We bought an off-white LEATHER sectional 3.5 years ago for about $2000. The salesperson told us that it was made out of patches of leather as opposed to one big piece. 3 years later, the leather on 3 sections started to crack and peel gradually. I called RTG to see if they could replace the sections. Nope, no go on that one as they discontinued selling and dealing with the manufacturer in Shanghai, China. They asked me to send pictures. I did.

Three months later when I didn't hear back from them, I called and they told me they'd be giving me the depreciated value in the form of a voucher that could only be used in their RTG showrooms (not discounted pieces.. not that I was tempted to set foot there anyway). The value was a whopping $230.73 AND they would also be coming to take the sectional too otherwise, we do not get our big voucher.

We went to the store to see the manager because surely, they would understand our dilemma. The manager was reading my email on the computer and commenting on it, thinking I was one of his salespeople not the customer that just got royally shafted. He was smacking his gum and going, "WTH else does she want after 4 years?" I coughed to get him to realize that his foot was just inserted in his gum-smacking hole. He was fine with that.

He told me there was NOTHING he could do, that it was the way I was using the couch that led it to disintegrate and that there was nothing else he could do. Crappy company, crappy work ethic and for sure WE WILL NEVER EVER SET FOOT IN THAT PLACE!!! I'd get better quality and service at Goodwill than this scam of a business.

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Japanese Maple Destroyed
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ATLANTA -- My three year old Japanese Maple was destroyed during the delivery of my daughter's bedroom furniture. I followed all the steps to report the complaint submitting a statement accompanied by pictures of the damages. I received a call today and was informed that my claim would not be justified because the delivery men claim that they did not destroy the tree. Clearly, this is false! The tree was standing when they got there and was broken in half when they left. The boxes were unpacked within one foot of where the tree had stood. So the customer v. the delivery men results in the delivery men being assumed in the right and the customer in the wrong. Why would I report such a thing if it were not true. This LONG time Rooms To Go customer will never shop there again! P.S. It was advised that I should have been videoing the men at the time of delivery. So, heads up. Have your video camera out and recording during your next delivery!

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Sends me broken/damaged items, gives insulting offer
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

COVINGTON, LOUISIANA -- I bought a sectional and dining room table from Rooms-To-Go two years ago. Five of the chairs were correct, one was a different color and style. They exchanged it but it took three weeks. It was kind of a red flag that they don't expedite after they make a mistake, but I was ok with it.

About 6 weeks ago, I bought a bedroom set from them. They were supposed to get here from 3-6 PM. They call at 1:37 with “We'll be there in 11 minutes.” I said I'm not home, I'm at work, you're supposed to be here after 3. “Well do you want to reschedule?” No I don't want to reschedule! I want it today……after 3. I'm not cancelling my delivery, they are missing the window. They had to call me back but eventually agreed to bring it today, AS SCHEDULED, like they're doing me a favor. Whatever. Still all good.

One of the nightstands was broken. I call to let them know, and they reschedule……for two weeks later. I'm really annoyed at this point, they just don't care when they make a mistake, and they'll just bring it whenever it's convenient for them. I make arrangements to be here for the delivery today. …….wrong color. We don't accept it. We still have the broken one.

I call again. They reschedule for 8 days from now and ask if there's anything else they can help with. I say, well, this is the 3rd day we have to be home, we bought this in February and are getting it in April, that's assuming it's right next time; I think I should get some kind of credit. I get put on hold. They come back with their offer, they say they don't normally give comps (again like they're doing me a huge favor for them screwing up), and offer me $25. ……this is a $4500 order from a repeat customer who spent over $10k within the past two years.

I said that's not good enough. It's kind of insulting. She transferred me to the local store for some reason. I explain what happened, and am told they have nothing to do with that and I need to call customer service again. I said I figured that, and don't know why they sent me here.

I call the hotline back, explain everything again, and get put on hold. Again with the “you're lucky we're doing this” attitude, they double the offer to $50. I ask if having to wait this long for my furniture and losing an extra two days of my life is only worth $50, I was told “yeah.” She tells me they are not responsible for lost wages. I didn't ask for my wages, I'm just asking for a couple hundred bucks for all of the inconvenience.

So their offer, and what I was requesting, was a $150 difference. I hope that was worth losing a customer for life. I hope whoever reads this thinks twice about using this company. Do yourself a favor (instead of letting them act like they're doing one for you) and shop at any other furniture store.

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Rooms To Go does not care about your happiness!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

FORT WORTH, TEXAS -- Worst experience I've had with any business in memory. The delivered furniture is lower quality than what's in store, and they truly don't care what happens to you after they make the sale.

*THEY HAVE NO RETURN POLICY* This is perhaps common in furniture stores, but if you buy furniture at Costco, Ikea, Amazon, or even like Walmart or Target you can return it. Keep in mind that once you give this 1-star business your money, you're stuck dealing with their shady, disrespectful, non-responsive service until things are done right (if ever) cause you're not getting a refund.

We came in looking for furniture and got attacked by the swarm of salesmen who hang by the front door. They fought over who got to have our sale. We ended up buying right near close, so our salesman Jim was rushing us. He wanted to get to Hooters after work.

On delivery day some annoyed person called us confirming that we wanted the furniture delivered "in box". No, we paid for delivery and setup. The delivery guys get here late and they seem unhappy and can't speak English. They're bringing stuff in and I ask if they can put the rug down before setting the couch and all out and they're like "Yes". They didn't do it. So I asked again as they were unloading and they said yes, but didn't do it. At the end, they're walkin' out and the rug is still wrapped in plastic next to all the finished furniture. I asked "what about the rug?" They started cursing and ripping the rug open, leaving plastic on the floor. They start angrily shoving the furniture around to lay out the rug and I just told them to stop and leave cause I don't need furious strangers that I can't communicate with me in my house.

These guys left the front door hanging wide open the entire time. It's Texas and it's over 100 degrees outside, so the air in the house is getting screwed over.

Turns out one piece they delivered was completely incorrect. We got one piece of a sectional sofa instead of our swivel chair. The delivery guys had to call their dispatcher and were very unhappy, all speaking in Spanish. They were on hold for a long time in my kitchen, and one guy kept picking at our string art wall decor (get off, this isn't your house). Eventually he held the phone to me and the person on the other end told me in English I could either return the chair or keep it at my house and exchange it. She said the exchange was faster so we did that.

A week later we have the correct chair, but it's not right. The chair's stuffing is not the same as the one at the store, and its swivel mechanism is weak. The chair leans to one side and if you sit in it it almost falls over forward. One of our couches also broke after two nights of sitting on it. You can't close the recliner piece.

Went back to the store and our salesman Jim was one at the front. We told the guy who approached us we were looking to do a return and Jim tore off avoiding looking at us. It's funny because Jim sent a hand written thank you post card that said "if you need any help with your order please don't hesitate to contact me." LOL Ok, Jim. I also called in the day of delivery about the wrong item and you were supposed to call me back that day but never did. Ironically, that was the same day I received your BS post card in the mail.

We spoke to the manager Sheryl who didn't care about our experience with RoomsToGo because none of it was her fault and said the best we'll do is send a tech out to try to fix the broken furniture. She said they'd set that up, but she didn't so I called customer service and did it myself.

I feel like I ignored the warning signs, signed a contract with the devil, and now I have no way out.

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HORRENDOUS!!!!!!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SAN ANTONIO, TEXAS -- My family and I visited the 707 NW Loop 410 (78216) location this past
Saturday and sadly our experience was AWFUL. As someone who works in the customer service industry I was just appalled by the level of unprofessional behavior and the way me and my family were treated. First the associate that helped us on the kids side was named Dwayne was VERY pushy and very rude. An example for you was when he asked us if we'd be purchasing mattresses for the bunks and daybed we purchased for our children, my husband AND myself politely told the man we had already purchased mattresses and we only needed to find a futon mattress but that we'd prefer to look elsewhere to find one within a specific price range his exact response to us was "Well I can tell you right now your not going to find one"..Are you kidding me right now? Your telling me Rooms To Go is the only carrier of futon mattresses in all of San Antonio?? I moved past that annoyance and continued with our sale and near the end we were asked if we wanted to purchase warranties for the furniture that covered repairs and whatnot to which my reply to this salesman was "no thank you my aunt reupholsters furniture and will gladly take care of us if/when we need those services at that point I left my husband to go over to the regular Rooms To Go showroom side and purchase a bedroom set for my husband and I and once my husband completed the transaction he handed me our paperwork and as soon as I saw it I noted they in fact did charge us for the warranty a little over and extra $100. And so I let the sales associate helping me with our bedroom set know what happened and he said he'd get management to speak with us. A few moments later a man who I can only assume was the store manager since he never introduced himself as such or even said a word at all to us, walked up to where we were, looked at us, then turned around into an office area in the back. A few seconds after one of the women in the back area called us over to assist us with our refund and asked me if I would like store credit or a check mailed to me within 7-10 business days!!! I was thrown! Here we just spend over $2500 cash, not debit, and I couldn't get $100 of it back to me the same day! All because the associate didn't listen correctly or did not care to? Because I am 100% sure there was no miscommunication on my part I was VERY clear on what I wanted and did not want. I'm not sure if this is how business is regularly handled at Rooms To Go but I am sadly disappointed.UPDATE 03/14/2018: I have already previously emailed with associates regarding the initial issue my family had while in the actual store. Since then unfortunately it has not gotten any better...We got the first part of our order yesterday (which a time frame was NEVER ONCE given to me I had to find that out on my own) and everything was great except the fact we were missing our canopy we purchased. I called the delivery part of customer care and was told they in fact did not have our canopy in stock in Texas therefore my order for that item was cancelled and remade coming out of Florida and I would be getting it through UPS. This made me upset because we were assured we'd get certain items on a certain day and nobody even checked if it was in stock until the day before our scheduled delivery?? I don't appreciate being lied to in order to get me to spend money if it wasn't in stock here in Texas I could have found one elsewhere. Work schedules needed to arranged in order to accommodate the delivery schedule and now they need to be changed yet again.So after I was told about the order being changed I asked to speak with management because I felt after the initial issue in the store on top of this issue with delivery I should not have to pay for the canopy. After being placed on hold the lady came back on and offered me a $50 store credit, I reluctantly accepted since it was at least something to try and right all the wrongs I'd been having from the start. I was not able to apply the $50 credit myself online so I called customer care again and explained what was going on and the man I spoke to told me when I was ready to purchase call the online sales customer service and they can help apply that credit. So I found the item I wanted and called online sales and the lady there tells me I have to purchase the item with my own money then call them and they'd apply the credit/get me refunded.This completely defeats the purpose of a credit!! I asked to speak to management because at this point I am more than upset. I get a man who, I apologize did not get his name but I am sure it should be noted somewhere who I spoke with, and he was just about as rude and unhelpful as the sales associate in the store was and he tell me "you don't even have a store credit it hasn't been approved yet"...this was not once even told to me when they told me they were giving me the store credit! Then he tells me to call back Friday and see if it's been approved and if it isn't THEN only at that time will they put a "rush" on it....I'm sorry but call me crazy but I would have put a "rush" on it from the beginning and his reply to me is "well your not our only customer"...you know what sir your right but I can promise after all this trouble I will not be returning even to use my $50 credit. UPDATE 03/15/2018 I have been told flat out no that they will not refund me the money for the canopy even though I was supposed to have had it by now and "customer service" says it hasn't even shipped yet but online it says the delivery date was yesterday..

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Terrible service, broken products and lies
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MURFREESBORO, TENNESSEE -- Below is the letter I wrote to the CEO.
Dear Jeffrey Seaman:
I am writing to tell you about the horrible experience we had with your company. My goal is to not simply complain in the hopes that something may come out of it for us, because quite frankly, you company has lost our trust. It is my hope that by writing this letter, you will make the necessary changes within your company to prevent someone else from having the same experience we did.
We initially had a good experience with Rooms To Go when we bought a kitchen table, chairs, end tables and a coffee table from your location at 2846 Medical Center Parkway in Murfreesboro Tennessee. My wife and I recently moved in from out of state and bought our first new home. We were pleased with the service we received so we decided to take our business to your company again when we decided to buy a curio cabinet.
We purchased the cabinet on July 28th, 2017 with an expected delivery date of August 9th, 2017. When our new cabinet arrived it looked terrible. The wood was dirty, the glass was filthy and had dried water droplets inside. The base of the cabinet had a piece missing exposing raw wood, two of the legs looked as though they had been sanded down, the area above the doors had several dents and the doors did not line up when shut. We pointed these issues out to the delivery driver who told us to call the 800 number and request a technician because there was nothing he could do about it. We called the 800 number as instructed and were told that it could not be fixed because of the exposed wood and that a replacement would have to be sent out. We arranged to have the replacement cabinet delivered on August 18th, 2017 between 10am -2pm.

I received a text message from Rooms To Go on August 16th, 2017 stating that our cabinet would be delivered between the hours of 4pm – 8pm. We then had to rearrange our plans in order to accommodate the new time all the while trying to be understanding and as patient as possible. On August 18th, 2017, the day our cabinet was supposed to be delivered, I received a phone call from your dispatch center around 5pm who told me that the delivery driver had hit some traffic and that they had to adjust our delivery time to between 6pm – 10pm. We then had to cancel the plans that we had delayed earlier in the day. As 8:30 pm rolled around, I grew concerned that our delivery may not arrive. I called the store and spoke to the sales associate, Matthew Irons, who sold us the cabinet and he told me that he did not have access to the delivery system. Matthew also told me that he had spoken to the manager, John Evans and asked that I call back the following day after 9am if there were any problems with the delivery. So, we waited another hour and a half, after waiting all day and canceling our plans and NO ONE SHOWED.
The next morning, I called the Rooms To Go location where we purchased the cabinet to speak to Mr. Evans and was told that he did not come into work until 12pm. Shortly after 12pm on August 19th, 2017, I drove to the Rooms To Go location where we bought the cabinet and asked for Mr. Evans. After waiting several minutes, we spoke briefly and he told me that Matthew had brought him up to speed and about the difficulties we had up to that point. Mr. Evans asked me to wait while he got to the bottom of what had happened. I sat in the showroom for an hour and a half (I actually timed it) before Mr. Evans returned and apologized for the wait. He explained to me that he had been in contact with the head of the delivery department and that our replacement cabinet would arrive on August 22nd, 2017 between 10 am – 2pm. Mr. Evans also said that he wanted to hear from me when the cabinet was delivered an offered to refund our delivery charge (he was the first to do this). Mr. Evans also said that I had his word that our replacement cabinet would be delivered this time.
On August 22nd, 2017, we again waited for the replacement cabinet to be delivered and once again our time was wasted. No phone call, no text message, no delivery. I then called the Rooms To Go location and asked to speak to Mr. Evans but was told that he was not working that day, which was to say the least surprising as he wanted me to call him when our replacement cabinet was delivered. This in fact, was the second time I was told to call Mr. Evans during a particular time just to find out that he was not at work.

After speaking to an employee at the store about the difficulties we were having, I was transferred to another manager John Ware. I expressed my extreme dissatisfaction with the broken cabinet we had received as well as terrible customer service experience we had received. I also explained to Mr. Ware that Mr. Evans had assured me that our replacement cabinet would be delivered. Mr. Ware apologized for the terrible experience we had had and recognized that Rooms To Go had violated the trust. Mr. Ware offered to credit our credit card for a portion of what we had spent on the previous furniture items that we had bought. I explained to Mr. Ware that while I appreciated that, we were not looking for a discount, what we wanted was the cabinet that we paid for in good condition. Mr. Ware told me that he would contact the delivery department and get to the bottom of the issue and that he would call me back. A short time later, Mr. Ware did call and said that he thought the cabinet might be delivered on August 28th, 2017 but did not have a timeframe. Mr. Ware said he would call me the following day after 12pm to confirm.
On August 23rd, 2017 after waiting for four hours to hear from Mr. Ware, I called the Rooms To Go location and asked to speak to him. I was told that Mr. Ware was not working that day but that I could speak to Mr. Evans. Once again, I was told to call and ask for someone who wasn't working that day.
Mr. Evans explained to me that when I visited the store on August 19th, 2017, he had an email exchange with someone in delivery and that he thought that his email had been sent to other staff members but apparently it had not. Mr. Evans told me that he had “dropped the ball” and that he was very sorry. I asked Mr. Evans about the delivery date for our replacement cabinet and he told me that it should be delivered on August 28th, 2017 but that he did not have a timeframe. Once again it looked like we would spend the day waiting for Rooms To Go to fulfill their promise.
On August 25th, 2017, I received a text message from Rooms To Go confirming our delivery for August 28th, 2017 but no timeframe was provided. On August 27th, 2017, I called the automated delivery line and found out that our delivery was scheduled between the hours of 10am – 2pm.
On August 28th, 2017 at 1:45pm, the delivery truck arrived and two men promptly removed the broken, filthy cabinet that had been sitting in our home unusable for the last 20 days. As they unboxed our replacement cabinet, they noticed that the wood on the bottom was split. Obviously, we refused the new broken cabinet as an exchange for our existing broken cabinet and told the driver to take both back. The driver REFUSED stating that he had orders to pick only one cabinet. While the driver and I debated back and forth, the other delivery employee used a pen to color the exposed chunk of wood. He then told me that the cabinet looked fine and that we should just keep that one. No attempt was made to address the dents in the wood, the sanded down legs or the doors. I then explained to both of the delivery employees that we would not accept another piece of broken furniture and the driver responded by saying that his truck was full and that he would not have room to take both cabinets with him. I told the driver that I had been told by both Mr. Evans as well as Mr. Ware that if the replacement cabinet was not to our liking, to refuse the delivery. He responded by saying, “I don't know what to tell you, but we're not taking both with us”. I told him, “Fine but if you leave it here, I'm going to load it in my truck, drive this thing to the store and tell them to unload it and give me my money back”. After some apparent pondering, the driver said that they would load both cabinets and return them (I guess he had room after all).
After this terrible experience, I called the Rooms To Go location and again spoke to Mr. Ware who apologized for our experience and added that he would make sure that our credit card was credited for the return. I explained to Mr. Ware that my wife and I are both active on various forms of social media and that we would be warning everyone we could about the way that your company does business.
In conclusion, we moved from out of state and found a company we thought we could trust and we were wrong. We trusted that you would deliver furniture that was “showroom quality” per the purchase agreement and you failed. We fought through the quagmire of a so called customer service system where no one is accountable and you let us down. We were told to call during certain times just to find that the person we were supposed to talk to was not there or that a delivery truck was full when it wasn't but found that you lied. As I wrote in the beginning of this letter, I don't want anything from you, you have lost our business for life. It is my hope that you address these issues so other customers don't have to endure the terrible products, lack of customer service and lies that we did.

Replies
Horrible
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CHATTANOOGA, GEORGIA -- I will never shop at Rooms To Go again. I have seen more people's furniture tear up within 2 years. My mom saw our exact set in someone's yard to go to the dump. Thousands of dollars down the drain. We have had our set for like 3 years and take care of it, even used their conditioning that we purchased to prevent cracking. Their offer to me was for me to spend even more money with them and then give us 550.00 credit if we buy the set which would be thousands. Wow. #roomstogo. #roomstogostinks. #wrcbTV needs to let others be aware. #furniture. Rooms To Go Furniture Store - Chattanooga.

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No Refund or Property Damage Reimbursement
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

RALEIGH, NORTH CAROLINA -- Bought $8100 in furniture. Paid cash - BIG MISTAKE. Delivered wrong items on 6/11/16 and on re-schedule visit 6/25/16 damaged ceiling and wall of my NEW home. Filed a complaint and no response after calling them repeatedly for a month. Also due to exchanging items was supposed to get a refund. Got one check in mail and the other was to be a debit card credit back to me. As of today 7/21/16 NOTHING. Won't call me back. Won't resolve my issue. I have reported to Better Business Bureau and 5 On Your Side. I will never go there or recommend them. I have spread the word and will continue to do so until I get my refund and money for damage.

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Garbage
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

MIAMI, FLORIDA -- I purchased it January 2, 2014, and one year and seven months later the love seat has come apart at the seams. Customer service told Lori (who was a snob) that it was out of warranty and there is nothing they can do. I sent a pic anyways with the tear to www.showus@roomstogo.com to see if maybe they can do something. I will keep you updated.

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Poor Quality
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MELBOURNE, FLORIDA -- Our reclining "leather mix" sectional fell apart within a year of purchase. I am shocked at the poor quality of both the material and the reclining mechanism.

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Rooms To Go Rating:
Star Half star Empty star Empty star Empty star
1.3 out of 5, based on 145 ratings and
218 reviews & complaints.
Contact Information:
Rooms To Go
11540 Hwy. 92 East
Seffner, FL 33584
813-623-5400 (ph)
813-620-1717 (fax)
www.roomstogo.com
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