Customer ReviewsforRooms To Go

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 didnt 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!!!!

Hi *****! Were sorry to learn of your experience. We show the corporate escalations office attempted to reach you via phone and email on 6.28.24 in order to address your concerns but has not heard back to date.Should you need further assistance, please reach out to the contact information you were provided or to **********************************

I bought a leather couch and chair in Dec 2016 and purchased a warranty at that time. The chair started peeling in the area that is not leather, leaving a white fabric underneath the green color. This set is now discontinued, perhaps because of this defect. I did call RTG about this right after it was out of warranty and they said nothing they could do. I just called again, same story. This damage was nothing to do with how I did or didn't care for it. It was a defective product. I promised myself I would never buy anything leather from them again! I wish they would stand by a defective product!

Hi ******! We are sorry to learn of your disappointment with your chairs. Rooms To Go only offers a 1-year warranty against manufacturers defects.Yours expired as of 12.10.17. We do not show a 3-year extended service plan was ever purchased for the set. Given that the living room pieces have been in the home almost 8years no course of action would be possible. Should you have further questions or concerns, please email us at ********************************* and include your BBB review number.

I did purchase a 3-year additional warranty.

Omgoodness! I wish I would have read this before going to RTG! It has been nothing but a nightmare. We had to furnish an entire home after hurricane Ian and NOTHING has been right. There is no such thing as customer service with this company. I’m literally flabbergasted by this place. They keep bringing the wrong furniture and charging extra money to reselect! BUYER BEWARE!!!

Hi ****! Thank you for sharing your feedback. We are truly sorry to learn of your disappointment with your furniture purchase. We’d be happy to look into this situation. Please send an email with your order details and concerns to [email protected] and make sure to include your BBB review number.

On 5/18/2024 my husband and I went to the store to buy a bed. We were wanting a king size adjustable bed, we ended up picking a split king adjustable bed and my husband asked the sells lady if we weren't happy could we return the bed and she told us for $168.00 we could and we could pick another bed and be charged the same amount that we had charged. But on 5/23/2024 the same day they delivered the bed i contacted the store and let them know we didn't like the bed and they told us they have a 30 day policy and we couldn't return the bed or exchange the bed until our 30 days is up. I then I told the sells lady and the manager we weren't happy with the bed that my husband couldn't sleep in it and it didn't make sense to keep the bed for 30 days. After our 30days on June 22 we returned to the store to make an exchange and pick.another July 4th sales are on and we saw we could get the first bed we looked at for the same price as the bed we were returning. They said we could have the king adjustable frame that went with the bed and we would have to pay another $584 the sales lady lied to us and so did the manager he said would have to keep the bed we told him we weren't keeping it or paying for a bed that my husband couldn't sleep in. I canceled the $3,271.38 but rooms to go are investigating and that can take 3 months I don't feel we should have to wait 3 months I'd like it canceled. They puck up this bed and we go and get another bed from a different rooms to go. Csn you help please?

Hi Rebecca! We are sorry to learn of your dissatisfaction with the mattress purchased and issues with the showroom. We’d be happy to look into this situation for you. Please email your order details and description of the issues you are having with the bedding to ******@RoomsToGo.com. Be sure to include your BBB review number.

Thank you, BBB didn't give me a review number they told me to email.@********************************* I already filed a claim with rooms to go they said it can take 3 months I don't want to wait 3 months! I want to cancel the order have them puck up this bed and order another bee at a different location. Both the manager and sells person lied to use I dont wish to do business with the store in ******** any longer! July 4th sales are on I don't want to mis the discount! Please cancel the order I'm tired of waiting!!

Thank you, BBB didn't give me a review number they told me to email.@*************. I already filed a claim with rooms to go they said it can take 3 months I don't want to wait 3 months! I want to cancel the order have them puck up this bed and order another bee at a different location. Both the manager and sells person lied to use I dont wish to do business with the store in Mesquite any longer! July 4th sales are on I don't want to mis the discount! Please cancel the order I'm tired of waiting!!

If I could I would leave no stars. I made the biggest mistake by making a purchase at Rooms To Go. I made a purchase and a faulty product was delivered but because the service team took time to respond they considered it a return and only allowed me to get a replacement or to reselect. I gave it a second chance and reselected an item, 6 months later it broke and the technician said that a faulty piece of wood was used. I waited a week and no one called me with any update. Though the “Limited Warrenty” says that if there is an issue with a year from purchase, one option is they can issue a refund, I am told by customer service that for the specific store I bought it from, “Refund” is not an option and I should contact the store. Funny how the store says that Customer Service makes decisions and the Customer Service team tell us it’s the Stores decision. A horrible experience and I would “Never” recommend buying from anything from Rooms To Go. Horrible after sale service and faulty products. The sales persons at both stores I went to were awesome, but that’s if no good if the product I received was faulty and service was bad.

Hi *******! We are sorry to learn of your dissatisfaction with the quality of the furniture and trouble with service. We would love to try and help. Please email your order details to ********************************* and be sure to include your BBB review number.

Good morning,I am replying to the response you posted to my review.I made a purchase of a 6 piece modular couch at the Frisco/Colony RTG, Im sorry Im not sure which one it was. The day it was delivered after the guy dropped it off, we told him that the pieces were not fixed and were moving and he said we had to call customer service. I did that and spoke to someone and I waited and did not hear back. I called back after a few days and they took my complaint again and sent someone to check and the attachments for the modular were faulty. But it was treated as a return which is incorrect. I was very unhappy and wanted my money returned and they refused. **************** said it was the store that had the power to decide that. And when I called the store, the sales person who helped me with the purchase told me to speak to a supervisor and he said there was nothing he could do and only **************** had the power. I went back and forth with the store and customer service for a while and then gave up and had to accept either the option to replace or to reselect. I went to the store to reselect and had to pay the extra delivery charges.Again I incurred charges when I shouldnt have. You delivered a faulty product and I called the same day it was delivered, as instructed as per your process. Even when the technician came out, it was clearly a faulty product within a less than a month of delivery and yet I was charged extra and no one was willing to take responsibility for an error on your part and I had to pay the extra .Now the second couch I reselected is broken. The back of one part of the 3 seater couch is broken and the technician says its a faulty piece of wood used and the arm of the sleeper is broken and he said the way it was built was wrong.As per your limited warranty document it says that one of the options if I purchase a product and it breaks within the first year, I can get a cash refund. **************** refused, and the store said they would charge me the extra fees if I did a reselect. So my only option is to get a replacement.After sale service has been terrible and its like Im locked in and its a vicious cycle of me reselect if I dont trust the existing product I have which is faulty, and I incur the extra charges. Really, you make mistakes, give me faulty products and I have to pay extra.Im currently waiting for a replacement for the couch I have, which is broken. I did not trust that product but I dont want to pay extra again.Your website does not give me a copy of my receipts. When I did the first return I did not even get the amount I paid, I can see this online. How is that fair? I am beyond mad and upset that your organization can get away with stuff like this. If I did not put that review online, no one cared to listen to what I have to say.ORDER INFO: 6/21/24 order #********EX - Delivery Scheduled for Wednesday June 26.September 30, 2023 - order #******** - complete November 13, 2023 - order #*******ORT - in progress Kind regards,***************************

RTG sold us a couch configuration that DOESN'T EXIST. We were told by a corporate manager, a store manager, and a sales associate that we will receive our refund in whole (and we have the receipt). Rule UCC *****. The seller said they would cure, but they did not. They have been notified of the non-conformity and the revocation must occur within a reasonable time. The couch has been returned over a week ago, the refund was issued last Friday, my partner received his half at the beginning of the week however I am still waiting on mine. This is UNACCEPTABLE that RTG is not issuing my refund and my bank confirmed that there is no hold on my account so there is no issue on the bank side.From the get go, we have been met with run around, disorganization, and given a lot of misinformation. No one has been consistent in providing us information, always something different than what another person said. Our sales associate promised us a couch configuration that would fit in our home however the company does not sell this configuration. After the initial delivery, we were under the impression that there was a mistake with the shipment and the new piece would be delivered at another time. It took our sales associate almost 2 weeks to uncover her error (sold us a configuration that doesn't exist). It took another 2 weeks with a lot of run around to get the couch picked up. Now it's taking over a week from when the couch was returned to the store to get my refund when my partner received his. The company did not hold up to their promise of having a couch they sold us and now they are not providing return of payment back in a reasonable amount of time. I will never shop at another RTG store. This has been a nightmare!

Hi ******! We're sorry to hear you didn't receive the service you deserve! Wed be happy to look into this situation for you. Would you email your order details and concerns to ********************************** Please make sure to include your BBB review number.

My delivery had the wrong items and I was without a bed for several days. I wrote to customer service that gave me an option of a $75 credit or $100 gift certificate to the store. I wanted to wait to another my delivery before I accepted. The gave me a another deliver date. I call the date before my delivery and spoke to a very rude rep by the name of AZI who said I did not have a delivery until next week. I email Customer service again and they got back with me t he day of the delivery to give me my 4 hour window. I reached back out to customer service and express that I still did not think the $75 was enough but I will accept the offer however this was done on 06/04 and I still have not heard back from customer service. I have sent several follow up emails and no replies

Hi **! We are sorry to learn of your disappointment with your furniture and issues experienced. We'd be happy to look into the situation further. Please email your concerns and order details to ********************************* and make sure to include your BBB review number.

I was ripped off by a Rooms to Go driver. I was in contact with them about it and they did nothing. I gave them pictures, names and even addresses of the driver! They did nothing!

Hi *****! We are sorry to learn of your experience regarding the delivery companys driver. Should you need further assistance, please send your order details to ********************************* and be sure to include your BBB review number.

Rooms to go has all the info and did nothing

They scheduled my delivery from 7 to 11 am No one called me to explain anything My sales associate who is very helpful ****** told me no they were late because the truck is Broke. They want to wait all day for an update I regard doing business with them

Hi ****! Thank you for your feedback. We are truly sorry for any dissatisfaction you have experienced regarding delivery. Please note that all deliveries are routed by zip code in order to reach all scheduled customers.Because we have no control over the timeframes, deliveries are all-day appointments from 7am-10pm. A 4-hour window is provided 1-2 days prior via automated dialer when applicable. We show your bedroom furniture was delivered on your scheduled date. Should you have any questions or concerns, dont hesitate to email us at **********************************

Went into the showroom looking for an L shaped sectional. I asked if certain pcs could be taken out to accomplish my vision and the salesperson advised that it couldnt, but suggested a completely different layout. The couch was delivered and completely different from what was recommended. A straight sofa.no L shape. When I went back into the showroom the manager greeted us and told us that we could have in fact customized the pcs of the sectional to our liking. We were told that that we would have to pay an almost $400 restocking fee, another delivery fee, the difference of the sofa, and taxes. So almost another $1k for being misinformed by the salesperson who didnt even take the time to check if what we were asking for could be done. As a first time purchaser of RTG I will make sure that no one else I know buys from here!

Hi Antone! We are sorry to learn of the dissatisfaction experienced regarding your recent purchase. We’d be happy to look into this situation further for you. Would you please email your details to ******@RoomsToGo.com and include your BBB review #?