Rooms To Go - Page 3

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1.2 out of 5, based on 49 ratings and
122 reviews & complaints.

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NO Return policy!!!!
Posted by on
Rating: 2/51
ARLINGTON, TEXAS -- Bought a mattress from Rooms to Go. Don't do it!! It's been a nightmare! Slept on it for 2 nights. Very uncomfortable my hips and back hurt! Called customer service wanting to exchange it. Very, Very rude customer service employee told me they have a "NO RETURN Policy" and I was "stuck with the $1300 purchase". She claimed it was all in the paperwork which I read and never found!! The store saleswoman claimed she was told not to tell the customer about this fact unless specifically asked! The store FINALLY did make good and replaced the mattress after making me keep it for 2 weeks and then incredibly delivering a wrong second mattress!Finally a month after purchase (and $152 more delivery fee) the right mattress was delivered and I'm sleeping well but I will not never again shop at Rooms to Go! Sad because I've been a very long term customer!
     
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At Your Service on 11/26/2012:
Not to take sides with this review, it is important to point out a very poor assumption that this consumer made -- that the customer is somehow ENTITLED to a refund. Unless documented within the process of the purchase, and thereby being able to show it became a condition of the sale, the purchaser does not have the right to undo the sale; anymore than the seller has the right to contact the customer and determine he/she wants the merchandise returned.
R U Kidding on 06/18/2013:
That's ridiculous. You should be able to return ANYTHING you buy, it's not "entitlement" - it's called good customer service. I have been in retail for over 25 years, it's how things are done. I am looking for bunk beds now and was set on getting a great full size set with a trundle and three mattresses, it will be nearly $2,000. There is no way I am buying from RTG after reading these reviews. OMG. Really? Not happening. Who operates like that???
kiki on 09/01/2013:
yes Rooms To Go have bad customer service. I will never go buy anything from RTG. hhhh wow no return
Stacey on 10/27/2013:
I just had a similar experience and I am absolutely shocked. No return policy?? This is ridiculous! I will never shop there again as well!
Jason on 11/21/2013:
To comment on the first writer's response, it is not as cut and dry and that writer is making it seem. If there is no return policy, but a return policy is a common practice within the industry, the customer may be relying on this and you could argue that RTG should tell clients of their deviation from industry norms. Also, if the bed hurts to sleep on it then it might not pass the implied warranty for merchantability, since it would not be suitable for its ordinary use (sleeping). Basically it is not as cut and dry as that person made it out to seem. If you feel that what they are doing you should fight for what you think is right.
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Don't buy furniture from Rooms To Go!!!
Posted by on
Rating: 1/51
COLUMBIA, SOUTH CAROLINA -- I bought a leather living room set from ROOMS TO GO about 2 years ago and now the leather is cracking. I also purchased a protection plan when I purchased the set so that if anything happens it would be taken care of. So, I called to get my leather set repaired, but they said that my protection plan was only for spills. I can't believe I wasted over $160 for a protection plan that could never be used. I also purchased a dining room set a couple of months after I purchased the leather living room set and now the chairs wood is wobbly. I barely use my dining room, so how can something that's barely being used break down this quickly?? Please DO NOT buy a thing from this company, because you are not getting your money's worth!!!!!!!!!!!! Room TO Go are crooks and they charge way over price for poor quality furniture!!!!!!!!!!!!
     
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CrazyRedHead on 11/12/2012:
I take it you didn't read the protection plan before you bought it to see what it did and didn't cover, so you know what you are getting into.
HOUSTON, TEXAS on 07/11/2013:
THE SAME EXACT THING HAPPENED TO ME! You are so right. I just spent 4 hours on the phone trying to get my leather sofa, love seat and recliner to be inspected for a repair. The leather is pealing and cracking. I paid for extended warranty and they agreed to send a technician to my house to check them but only the sofa and love seat are covered. They said the recliner was delivered on a different date
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Delivery 5 Weeks After Purchase
Posted on
Rating: 1/51
AUGUSTA, GEORGIA -- I purchased a new bedroom suit from Rooms To Go that was in their ad booklet and asked for a delivery for June the 5 which was 17 days after the purchase. The issues that I have is they are telling me that they couldn't deliver the bed until June the 21th which is more than 5 weeks after the day of purchase. How can you print a ad booklet stating that you have next day delivery with this bedroom suit in it saying that they have next day delivery. I gave them 17 days to deliver that bed! I have a big issue with Rooms To Go and will never purchase anything from this company ever again. I will make sure I tell anyone not to purchase from them also.
     
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Posted by on
Rating: 1/51
AUGUSTA, GEORGIA -- Our nightmare with RTG began Nov. 2010. We ordered a leather couch and love seat. About 4 months later we noticed faded streaks in both pieces. Of course you have to call the 1-800 call center, I call them 1-800 idiots, to have a tech come examine the furniture. The tech comes and says they have this fading occur on this furniture all the time. I wanted to choose a different furniture and RTG said no I could get same kind again. Well I did. Two months later the "new" set begins to fade. I called the 1-800 idiots and they sent the techs again and the techs said the same thing about the fading. Well I still don't want my furniture replaced. I only want them to pick up furniture and just let me be finished with RTG. They said I could replace it with another kind of furniture. Well we choose more sorry furniture. On this third set of furniture the frame was bent on the recliner and because the front legs on the love seat were to far back it would tip forward throwing you out of the seat. The 1-800 idiots said we were not sitting on it properly. Well I begged the local RTG people to please take furniture back. I just want to be finished with them. Its like they continue to punish you for making the mistake of buying their sorry furniture. I am now on my fourth set set of furniture. I hate the day I ever set foot in RTG. I want everyone to know how awful the furniture and service is. It's a shame you have a LEMON LAW on a vehicle but you don't have one on furniture.
     
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Alain on 03/24/2012:
Try contacting the Georgia consumer protection agency about this via http://www.georgia.gov/00/channel_title/0,2094,4802_5041,00.html
HOUSTON, TEXAS on 07/11/2013:
I agree with you. I have the same problem with my living room set. I'm not buying anything from Rooms To Go ever again. I also tell all the ppl I know to steer clear.
holley on 12/09/2013:
I agree! Bought a dining room set and coffee table that match. What a bunch of crap this stuff is! They delivered the sets damaged. Now 6 months later they still won't help us and tell us the items are no longer in stock. All they
could do was offer us $16. I'd rather burn this stuff. Never ever buy anything from this place!!!!
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Worst Customer Service & Delivery EVER!!!
Posted by on
TAMPA, FLORIDA -- I ordered a Tempurpedic mattress, bunkie board, and mattress protector to be delivered to my home. I was told they would arrive from 1-5 on a Friday. At 4PM I received a call asking how my delivery went. I had yet to have my items delivered. They told me they forgot to put the mattress on the delivery truck and that apparently I told the delivery driver when he showed up at my door that it was okay. I never told anyone this nor did anyone show up at my door. All lies. The store, North Dale Mabry and 275 location, said that they could not just go back to the warehouse and re-deliver on the same day. I had to take the afternoon off from work to wait around for nothing. Then they tried to redeliver on Saturday morning at 8AM, except they were trying to deliver to the wrong apartment. They said that I refused to answer the door. They never came to my door. When they finally arrived they did not bring the bunkie board for the bed to be put on (in place of the box spring) and wanted me to accept a mattress that I could not trust was the correct one without it being in place on the bed frame. They took the mattress back and told me they would not go back and get the missing parts and would not redeliver. I decided to cancel my order and wanted my money refund. They told me they could not do this while my mattress was still in delivery status but they refused to redeliver. I went to the store and the manager Marc refused to return the money to my card and I would have to wait until corporate to take care of it. Then the manager went on to blame me for the delivery problems. I will never shop at any rooms to go. The customer should never be blamed for the incompetence of its own company. They are shady, liars, and down right thieves. Beware of this company, you will become a victim too.
     
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Alain on 01/24/2012:
Don't wait too long before challenging the charge to your credit card. There are time limits after which a charge can't be disputed.
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Furniture Shopper Beware!!
Posted by on
PANAMA CITY, FLORIDA -- It would be a shame to rate this business anything less than horrible. They do not even deserve that. The customer service is over with as soon as they are done bending you across the counter. Any mistakes made with the order, or something isn't quite right, you are responsible for shipping,(at a super inflated rate) if they will even exchange it. The merchandise they sell looks good on the floor, but is of very poor quality. It is so bad that when asked the name of manufacturer It is answered "we have it custom built in Italy to our specifications" The warranty is over as quickly as the customer service. You call the store for customer support after the sale, you are given an 1800# in Swamiland.

Any problems they will send a "tech " to appraise the damage/defect. You will quickly receive a call claiming "It has been damaged during home use". The hitech leather preservative protector they sale you is the same stuff as Hein Gierke Leather Treatment mfg. in Ga. and available in any motorcycle shop for a few bucks a bottle. It will not do near what the salesmen claim. We spent over 5 grand with them, and it is deeply regretted. They will not stand behind even a $200.00 Tiffany knockoff lamp shade that was improperly soldered and fell apart.

Not even going to bother with the TV stand of "select hardwoods and veneers with hand rubbed lacquer" that the paint is just flaking off of. God forbid a year or so down the road other stuff falls apart, just have to duct tape it and patch it or kick it to the curb. Ask around, Google reviews through Yahoo and others before you shop there.

We found out the hard way afterwards and have found nothing positive about anyone's shopping experience there. Everyone we spoke with had negative to hostile comments. DON'T GET BURNED AS WE DID. Our money is hard earned, it takes a lot of saving and sacrifice for a purchase like this.

Spend your money at some other store, or better yet buy antique American made furniture. Much much better quality than this imported crap, and the warranty is just as good.
     
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Bar in Sleeper Sofa Causes Back Pain
Posted by on
PANAMA CITY, FLORIDA -- My wife and I bought $4,000 worth of furniture from Rooms to Go a year or so ago. A few weeks ago we went to their store in Panama City, Florida to purchase a Cindy Crawford Sleeper sofa for our condo. It was delivered and when we tried it out for a few minutes the bar caused my back to hurt for two days. We had tried the sofa on a showroom floor and it was comfortable. We also purchased a $150 mattress upgrade (posturepedic).
I contacted the customer service number and a tech (what a joke) was sent to our condo. He told us that he didn't know anything about sleeper sofas, but that he could feel the stiffness in the mattress. He told us that buying the upgraded mattress probably added to the problem. He also said if we ordered a hundred of these they would all be the same.
The next day Patty with Rooms to Go called to tell us that the technician found no problem with our sleeper sofa. As a matter of principal I will not let this go. The technician and the woman who called back the next day were poor representatives of this company. I know for a fact that there have been similar complaints concerning the uncomfortable bar under the mattress.
     
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Venice09 on 10/16/2011:
Sometimes techs tell the customer what they want to hear and then report something different from the company. I've had that happen to me. It's very frustrating, and there's not much you can do about it except perhaps ask them to send someone else.

Since you noticed the problem immediately, can the sofa be returned? Or maybe you can dispute the charge with your credit card company. That will get their attention and may be an incentive to help you.
trmn8r on 10/16/2011:
"V09" made a good suggestion - if this has been used only a few minutes I would try my best to get them to take it back.

A "Cindy Crawford Sleeper Sofa" sounds heavenly, but not as much so as 15 years ago. I bet her name wasn't on them back then - the tragedies of youth.

Did you try the same model in the store for a couple of minutes? It's too bad the issue wasn't noticed. Sleeper sofas aren't known for their comfort.
At Your Service on 10/16/2011:
Very good point trmn8r. Sleeper sofas are not known for their comfort.

I'd be surprised if disputing the charge, in this case and assuming the purchase was made on a credit card, would have any effect.
Skye on 10/16/2011:
We recently visited family, and my husband and I slept on their brand new sleeper sofa, and even with the top notch mattress that was on it, it was not the best sleep. It was a thick mattress and still felt that bar. Not pleasant.

How about contacting the manufacturer, to see if they will do anything for you.
Venice09 on 10/17/2011:
If I understand this correctly, the sofa they tried in the store did not have the upgraded mattress and was comfortable. Apparently the better mattress made it worse. Obviously, that was not something the OP anticipated. I think RTG should either switch the mattress, if that's possible, or let them exchange the sofa for one with the regular mattress.
Bama on 08/26/2012:
I just purchased a Cindy Crawford sleeper sofa. There was a giant sticker on mine that said to remove the reinforcement bar before use. Did you do this? Because if not, that might be the bar that is hurting your back so badly. And why the showroom one felt comfortable.
Logo20 on 04/29/2013:
We also have this uncomfortable sleeper sofa and we did see the remove reinforcement bar but can't figure out which one to remove. Can anyone tell us which is the bar to remove and how to remove it properly. I'd SO appreciate it.
chellybelly on 07/05/2013:
Please HELP, which bar do you remove!!
lyde on 01/10/2014:
they sell junk you are paying for there advertising not quality furniture
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Do NOT buy from Rooms To Go
Posted by on
SAN ANTONIO, TEXAS -- Hopefully others will read reviews and avoid RTG. They provide awful service and do not seem to care about it. We spent nearly $1800 on 1 mattress/cover/tax and have still not received the correct mattress after 3 failed deliveries. They delivered the wrong mattress twice, Carolina Embrace (about $1200) instead of the Carolina Caress ($1600) and the one time they delivered the correct mattress it was torn. To make matters worse they only deliver on Tuesdays in Beaumont TX (and absolutely refuse to deliver after work or on a weekend) so we either have to take off work or pay someone to be at the house every time. On top of their complete incompetence they have done absolutely nothing to try to make it right. We have spent hours on the phone with ... RTG. They provide awful service and do not seem to care about it. We spent nearly $1800 on 1 mattress/cover/tax and have still not received the correct mattress after 3 failed deliveries. They delivered the wrong mattress twice, Carolina Embrace (about $1200) instead of the Carolina Caress ($1600) and the one time they delivered the correct mattress it was torn. To make matters worse they only deliver on Tuesdays in Beaumont TX (and absolutely refuse to deliver after work or on a weekend) so we either have to take off work or pay someone to be at the house every time. On top of their complete incompetence they have done absolutely nothing to try to make it right. We have spent hours on the phone with customer service and no one seems to care enough to actually change the delivery or get us the correct mattress, much less offer any consolation for our troubles. It is amazing that this company continues to operate. I know in the future I will shop elsewhere, and for your own sake, I hope you do too.
     
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andbran on 08/24/2011:
I have used RTG
andbran on 08/24/2011:
never had any problems with them
Anonymous on 08/24/2011:
great review! very helpful! It's nice too see I"m not the only who's ever had trouble with this company.
FurnitureBill on 08/28/2011:
That is very hard to believe that they would send a mattress on a delivery truck torn. They go through a inspection process before they are even put on the truck.

"no one seems to care enough to actually change the delivery"
If you are referring to the customer service personnel, they do not have the authority to change the date it is delivered. I am sure it is only on one day most likely due to that they don't have many customers out that area.

Condemning a whole company over a few incompetent personnel does not seem very fair at all.
D_Johnson on 08/29/2011:
I’m surprised to read about the issues that you are having with your delivery of the mattress. If you can email us your order details, we would like to look further into your account to see if there is anything that we may be able to assist with.

To do so, please email us the order information to tellus@roomstogo.com.
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Took awhile, but in the end they stood behind their product
Posted by on
MARIETTA, GEORGIA -- Purchased a living room set which was delivered when scheduled. After about two weeks we noticed that there wasn't enough padding in the arms and we could actually feel the frame. Even guests who came over remarked about the sofa being uncomfortable. So, after having the set for only 3 weeks I went to the store where I purchased it (the salesmen did not remember me, shouldn't a good salesman remember your face at least?) and was told to call the service center.
Week 3,I called the service center and they sent out a technician the next week.
Week 4 technician came out and agreed with me and told me that he would report it and to wait 5-7 days and someone would call.
Week 5, well no one called after 7 days and I called them. I was then told that the technician wrote it up as "nothing wrong" ! I can't believe that the tech lied to my face! So, the CSR offered to send another tech to my house.
Week 6 the 2nd tech came to the house and could feel the frame through the material. He told me someone would call in 3-5 days.
Week 7, I called them after 5 business days and was told that the tech did write it up and I was authorized an exchange. Well I didn't want an exchange, I wanted to get a totally different set and I would pay any difference. CSR told me it was not possible. So, I told her I would call her back. Well, I called back about an hour later and got a different CSR. She told me the same thing. So I asked her, what would happen if the new set had the same defect, and she said that then I could reselect a different set. Then lo and behold, she says not to worry about it and that I had 30 days to pick a different set! I thanked her and went the next day to the RTG store and selected a different set. I am expecting delivery in 3 days. I did not have to pay for delivery and they applied the fabric protector that I purchased on the old set to the new set. I do feel that their "system" could be streamlined (each step takes a week) but in the end they did stand behind their product/warranty and I am a satisfied customer.
I have seen many negative comments about RTGs warranty service and I wanted to post a positive one so that people will know that there are people in the company willing to work with you.
     
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D_Johnson on 08/02/2011:
We appreciate your positive comments! We will be sure to review your concerns with the appropriate personnel so that concerns as such are better addressed in the future to provide a quicker resolution.

We thank you for you feedback, and look forward to better serving your future furniture needs.
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Dangerous Product from Rooms To Go
Posted by on
I purchased a recliner sofa set from Rooms To Go. Last week my wife was sitting on the sofa with the recliner extended and she got off the sofa from the side. She cut her leg when she got off. She had to get a tetanus shot for her cuts. The metal bars under the recliner are sharp and not filed down correctly. When I complained about it, the service technician they sent over said that it was her fault. She should have closed the recliner before getting up. Rooms To Go made no effort to rectify the situation. I'm not happy that they sell dangerous products and make no effort to correct the error. On top of it they blame the customer for "improper usage". Very unprofessional behavior especially after spending thousands of dollars on the product.
     
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olie on 01/22/2011:
I agree with Rooms To Go. Your wife got up and did not make sure that she was safe when she did so. Either by closing the recliner, as the technician suggested, or by moving farther away from the recliner.

What "correction" would you like from Rooms to Go?
tnchuck100 on 01/22/2011:
Another case of personal denial of responsibility.

This case appears to be customer negligence.

Blaming a customer for their own misfortune, even when true, is a site rule violation. This comment may not survive.
trmn8r on 01/22/2011:
Depending on the location of the bars in question, I would tend to agree with the technician. Generally speaking, bars beneath should not come in contact with legs in normal use, which would be to close the recliner prior to getting up.

You could find a friend with a metal file, and invite him or her over for drinks or a meal. Have them file off the offending edges. A little black paint might be in order as well.
Venice09 on 01/23/2011:
I don't know much about recliners, but I don't think there should be anything sharp enough to cut someone. I didn't know there were certain ways to get up from a recliner, so I'd probably get cut, too.
Anonymous on 01/23/2011:
I don't think it was appropriate for the sharp edges to be exposed either, Venice. What if you had a toddler and they grabbed onto it when someone was reclining?

People have come to expect so little for what they pay. I, myself, would have expected them to either replace the bars or just replace my sofa. As the op said, it's dangerous.
madconsumer on 01/23/2011:
I agree with Rooms To Go. the way the wife got off the sofa was inappropriate, and an at risk behaviour.
jktshff1 on 01/23/2011:
The op needs to contact the manufacturer of the sofa recliner and see if there are problems with that particular batch. Rooms to go does not manufacture anything, they are a retailer.
Venice09 on 01/23/2011:
Sing, I have always worried about children being around recliners, and this is a good example. If I owned a recliner, I would make a point of knowing how to use it, but if I were a guest at the OP's house, I'd probably make a fool of myself as I tried to get up. But I wouldn't expect it to cut me if I didn't do it correctly.
Anonymous on 01/23/2011:
Venice, I agree that recliners and small children don't mix, but you just know it happens. I can just see the guys babysitting while they're watching the football game.
Venice09 on 01/23/2011:
That could be a recipe for disaster, sing. I've never owned a recliner. Not only because of the kids, but for the same reason I never use a hammock. I'm a klutz!
Anonymous on 01/23/2011:
We don't have a recliner either, Venice. We had one on a couch once, but no one ever used it. If I'm that tired, I'll just go to bed, lol.

I do want a hammock for my backyard when I get home. There is nothing better than lying on one in the shade in the summer and reading a good book--or taking an afternoon nap! You just need to practice.
Venice09 on 01/23/2011:
We always had a hammock in the yard when I was a kid. I could never get the hang of it. I'm not even good with a chaise lounge. Some days I find a folding chair challenging!.. haha
Anonymous on 01/23/2011:
LOL.
Nohandle on 01/23/2011:
I don't have a reclining sofa in my home but do have a reclining chair. I just checked and there are no sharp edges anywhere on the chair. I can understand someone attempting to get out of a reclined chair for whatever reason he thought was a bright idea at the time but I'm still confused about the sharp edges. Does anyone else have one like that?
PepperElf on 01/23/2011:
I have a reclining chair as well. dunno where it came from cos mom & dad gave it to me when they upgraded their chairs to newer reclining chairs.

but I DO know that I've never tried getting out of it while it's still reclined.

why would I risk abusing such a nice gift? seriously I love that chair. so I treat it well :)
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