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.
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?
MCALLEN, TEXAS -- Bought "bonded" leather chair Feb. 2012. Only use 3 months a year in a winter home in south Texas. In 2015 the chair started to peel in the seems. In January 2016 it is peeling so bad that it comes off on your clothes. It looks 30 years old. We have leather and fake leather that it over 20 years that looks new. Went to local store of Rooms To Go and complained. They called customer service and were asked to send them photos. Sent on 1/8/2016. Customer service called on 1/10/2016 and said they would call back in 2 business days. No call for a week.
1/15/2016 - Went back to local store and got 4 managers' names. They would call customer service and demand to call me. They called me on 1/18/2016 and said couldn't find photos but would call back soon. "We are very busy and can't tell you when we can take care of you." Rude and obnoxious. Now I am convinced Rooms To Go have done this to thousands of other customers. Looked online and read hundreds of the same complaints. Can't believe there is no CLASS ACTION FILED YET.
RALEIGH, NORTH CAROLINA -- I wish I could give a 0 or even a negative stars for my experience with their delivery service. First of all, let me make it clear that my experience at the store was not bad at all. The sales representative informed me well on all available options and was professional in interaction. It's their delivery service that was BEYOND AWFUL.
Short story: All in all, a horrible experience with the delivery and customer care service. There is a big communication gap between sales and delivery. Store manager tells me that delivery is done through an independent contracting company. The customer care service doesn't care about your problems. They just want to avoid the responsibility. Save yourself some time, money and headache and buy furniture somewhere else.
Long story: I ordered a reclining sofa from them for a specific reason. I was going to get a shoulder surgery done and needed to sleep in reclining position for several days after surgery. While placing my order on a Tuesday, one week before the surgery, I made sure that the sales representative was aware about this requirement. I was promised that if I ordered on the same day, I WILL get it over the weekend or on Monday. I was also told that I will get a call the next day with a confirmed delivery date.
I did not receive any call until Friday. I called the store and they had estimated delivery on my order 10 days after I placed it. I had to talk to a couple of people before getting that corrected and the delivery was scheduled to be on Monday. Had I not called them, I would not have received the sofa in time that was promised.
Monday morning I had to stop by work and I missed the delivery guy by 5 minutes. I had also left a note on the door with my phone number. I received a call on my phone when the driver was already waiting at my place. Why would you not call people 10 minutes before you are on the way to their place? I called the number back and it turns out to be their corporate office number in FL. I asked for delivery assistance and call gets transferred to customer care service. I had to do this 3 times. 15-20 minutes of wait each time and I finally get hold of a real person.
After explaining the situation, the lady puts me on hold to talk to 'dispatch manager'. On return, she explains to me that the driver is gone now and it has been 1 hour since he left my place. Of course it has been 1 hour, I have been on the phone trying to get hold of someone this whole time.
Delivery service is extremely inflexible. To deliver items in Raleigh, they need to get it from their warehouse in Charlotte, which is understandable. But if you miss the delivery, your order is locked and you will not be able to re-schedule the delivery until 2-3 business days. Then it will take 5-7 more days to get it delivered. So if you miss your driver by 5 minutes, you lose 10 days in delivery.
Apparently, if delivery is missed in Raleigh, items GO BACK to Charlotte... WTF?? Who came up with this system? Raleigh (and Triangle area in general) has so many customers. I don't see why they cannot have a local storage in such situations and re-deliver it the next day.
I called store to cancel my order as any delivery after Monday was not acceptable. Store manager wanted to try the dispatch manager again to see if it can be re-scheduled today again. This was at 11 AM. I was asked to wait for a call. I finally received a call after 3:30 PM only to tell me that they cannot deliver it today. If the decision was made not to redeliver it today, why was I not notified earlier. I could use that time to make alternate arrangements.
At the end of all the drama, I ended up canceling the order and losing shipping and force field protection money (together about $120). I bet they can sell that sofa to someone else and charge them $60 again for the same protection treatment. From what I read in several other reviews, the "Force Field" protection is another big scam and warranties/treatments under this protection are at "RTG's discretion". Most of the steps in their delivery process don't make logical sense and nobody seems to care about it.
JACKSONVILLE, FLORIDA -- I purchased a faux leather sectional almost 3 years ago. I purchased several other pieces that day totaling about $5000. I did purchase the warranty as well. After a year and a half the sofa started getting big cracks in it in a couple of the seat cushions. I immediately called and I did speak to a nice young man. He gave me the details of what I needed to do, which is... send an e mail to this address with some photos. He then informed me I would not hear back for at least a week.
To my surprise, he called back an hour later and told me, they did not have that sofa anymore but they would give me a 600 dollar credit and pick this one up after I picked out another and had it delivered. I was disappointed because I really liked the sofa I had and truly thought it was just one of those things and had a defect. So I went about finding another and it was on sale for 900 dollars. Now I know this isn't by far their most expensive sofa but it IS fake leather, which in my mind was more durable and less likely to fade or crease as I have seen real leather do.
The saleswoman informed me it was some kind of state of the art leather blend because I was really curious about it and she assured me it was a great product. So I selected the NEW sofa which apparently was also this same leather blend but another style and I thought manufacturer. After the credit, with tax and delivery and what have you I still ended up paying 500 dollars. So I get the sofa delivered, they pick up the old one and I am very happy as the new one looks even better than on the website. So now a year has passed and guess what? It starts with one crack and then another and then suddenly the whole sofa is peeling like a bad sunburn!!!
Now about me. I'm a little on the heavy side but the cushions are not broken down or the arms. the sofa sectional has a chaise lounge on the end. None of it is peeling. The ottoman gets the most wear and tear with bare feet and being sat on by me or my teenage son, who is very thin, and it doesn't have any issues. I don't smoke or eat on it or have ANY pets. We are very clean. Seems to me if the whole sectional were made of the same material as the ottoman and the chaise, there would be no problem.
So I have submitted the e mail on this one as well as the photos but this time I was told it would be three weeks to hear as they only had ONE person that works this department. Well it has been over three weeks and I have sent a follow up e mail and have had NO response. I googled "peeling sofas from RTG" and was SHOCKED at the number, so I KNOW the problem is not specific to me but it's their manufacturer. As far s I am concerned they can take my sofa part and cover it with the same material as the ottoman and bring it back to me and make me happy.
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.
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.
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 firstname.lastname@example.org to see if maybe they can do something. I will keep you updated.
DULUTH, GEORGIA -- Rooms To Go collects customer's money and then does not deliver accurate furniture or furniture in good repair. Order value was approximately $8,000. No refund or cancellation possible according to customer service. Order placed June 24th with delivery scheduled for July 12. July 12th order was “bumped” or re-scheduled to July 22 (10 days later). July 22nd order was delivered with a broken bedroom cabinet ($699 value) and two incorrect night stands ($599). Both the broken and incorrect furniture were left on property as the delivery drivers informed my spouse they could not take it back. I cannot park my vehicle in garage due to broken furniture.
July 28th I called customer service and asked to speak with a manager and explained problems. I was informed that no delivery service refund would be made or could I cancel the order because the furniture had been delivered. I object to this corporate response because in fact the furniture was either broken or incorrect and I did not accept the items. However, because the items were left on property according to Rooms To Go I had accepted the items and delivery was complete. No offer of immediate repair or replacement was made and replacement was scheduled for nine days out. No offer of reimbursement for delivery charges was made.
July 30th - Expected re-delivery of bedroom cabinet and two night stands. Interaction with customer service: I was informed that I am not entitled to any return, cancellation or reimbursement for damaged or incorrect furniture and that I had to wait for repair or replacement. Further I was informed that the company really did not care whether I choose to do business again with Rooms To Go or not because that was my decision. If furniture is delivered on the 30th it will be five weeks from date of order. I feel this is unacceptable and had we known we would have NOT placed the order. Rooms To Go takes your money and delivers (maybe) when it's convenient for them - not you.
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.