Rooms To Go has really disappointed me greatly. I used them back in 2006 and had no problems however I recently in the past couple of months order a bedroom set and office desk which were to be delivered and installed on September 14,2024. I got a phone call the week before my delivery from Eric, who was my so-called salesman to ask if I wanted the bedroom set delivered early, and the desk would be delivered on the 14th without any additional delivery fees. I said no, I would keep my date to have everything delivered on the 14th. I noticed that when I received my delivery confirmation the desk was not listed. I called and was then told by Eric that the desk was on backorder until January. I was upset because I was just told the week before that the desk would be available for delivery on the 14th with the bedroom set. Was promised by Eric that he would help find me another desk similar to the one I had and would email me the options, after too many phones' calls by me and no follow-up I found my own replacement online, and I had to end up going into the store to talk to a manager. Don't let me forget to say that when the bedroom set was delivered on the 14th, they could not do the set-up because the warehouse sent 2 left headboard legs. That was reported and the surpassingly correct parts were shipped out overnight that Monday and since my new desk was being delivered on the 20th, they would take care of setting up the bed. I was told by the installer on the 20th they could not set up the bed because the part that was shipped was the wrong size and color and again 2 left legs for the headboard, They then decided to ship out a replacement headboard with the legs attached but failed to tell me that this meant a technician would come out with the part to set it up. It was scheduled for a day I was to work the office, so I had to reschedule the delivery. Needless to say, the bed is still not set up. They could not reschedule the delivery and set up until October 1st. You talk about a lot of frustration and time making phone calls, sitting on hold and no one following up with me. Whenever I reach out to Eric, he made excuse after excuse about their really bad customer service and would make comments like "There is nothing I can do" or "I told my manager "Or "A manager has to approve" but never any compassion or intervention to help make sure that his manager followed up. No concern after the sale. Rooms To Go you should check your practices and get yourself together. No one should ever have to go through what I did. A total disappointment so I had to write this review to let others know the poor CS I received and hopefully if you chose to do business with them this will not happen to you!

Great service when selling you the product but absolutely horrible in resolving problems with the furniture after the fact. I am going to post an email that we we were instructed to write to *******@roomstogo.com as well as *******@roomstogo.com. The lack of resolution has gotten so bad that we have had to engage the better business bureau. I will tell you do not buy their TEAK Furniture as they do not treat it and it will develop significant mold even if it is not directly exposed to the elements. Please see the email chain below and posted photos.

To whom it may concern:

I have to make a formal complaint regarding the above referenced order number….

I purchased the furniture on 5/29/2023. I took delivery of the furniture sometime in July or August.

The furniture was delivered inside my house, and we were unable to put it outside until our outdoor construction was complete. We ended up finishing the construction around the first week of December and move the furniture outside under a covered structure in the second week of December.

Within a month of being outside (with zero direct exposure to rain or sunlight) the furniture started to develop mold across the teak. We have other teak furniture under the same structure and the only furniture that developed mold was the furniture I purchased from Rooms to Go.

We reached out to Rooms To Go Customer Care, and they sent a gentleman to my house to "treat" the furniture. This gentleman told my wife that the furniture "should not" be developing mold like this and he was unable to clean it off. Since his visit (less than a week ago) the mold has gotten much worse.

I reached out to Rooms To Go again today to see what the "status" was, and they told me that the mold was "normal", and I should consistently treat the furniture with a mixture of bleach and water. I cannot imagine how the mold development on the Rooms To Go furniture is normal when the other teak furniture outside has not developed any signs of mold. I also cannot imagine how the development of mold is normal when the Rooms To Go Repair Man told my wife that this should not be happening to our furniture. I am also blown away that the "normal development of mold" was not communicated to me by the salesperson or store at the time of purchase (or we never would have purchased the furniture).

We bought the most expensive patio set in the store and within a month of it being in its "designed" location it is developing mold. My wife who suffers from a few health issues will not sit on or use the furniture for fear of how it can affect her and when I call "customer service" the response I get is "that is normal, clean it consistently with 50% water and 50% bleach". This is new furniture, and this should not be happening.

I am so incredibly disappointed with the lack of concern and the immediate dismissal of my issues. My wife and I originally choose furniture from Crate and Barrel and choose to go with Rooms To Go because of the warranty and look at where it got me.

This is not the level of service I would expect from Rooms To Go.

We continue to go back and forth and I have filed a claim with the Better Business Bureau

This review is written specifically for Colleen Hagen, and the 3-person delivery team, who may have brought us back as a RTG customer, something both my husband and I swore we would not purchase any more furniture ever from RTG. The last two purchases were horrendous. Any manager worth their salt would have fixed things correctly after the first three mistakes. The furniture was late, we waited and waited long past the 4 hour delivery window, the correct items were not delivered, and the delivery crew put two pieces together backwards.
We ended up after three separate tries to get the mismatched mattress for our split king adjustable bed, putting a piece of a 2'X4' at the bed end to make up the difference in mattress sizes. This summer, July 4th weekend my side of the adjustable bed stopped adjusting. We called the warranty company Guardia to file a claim--they were so rude and curt. I called the RTG customer service to get the number for the manufacturer. She was helpful. The manufacturer's tech talked us thru getting my head end of the bed down, told me the part I needed and asked if I wanted to order it to arrive on 3 days. I said no, because it was an extended warranty claim. I gave them all the information I had been given so they could order the part. Mid-September, I was emailed that a tech was being sent. They asked if I ordered the part. I said no, but I had provided them with the part number, costs, shipping costs, and delivery time. The repair person arrive with no part and left. The part was ordered by Guardian finally. We got the part delivered to our house. The same repair man came again mid-October. Couldn't figure out how to synch the old remote to the new controller box. He left my husband and I waiting for the manufacturers tech to tell us how to fix it as the repair guy was getting constant calls from his wife about him needing to pick-up his kids. He left. I called Guardian, and once again they spoke to me rudely. The female CSR called told me, she would call me back after she talked to her Supervisor and RTG. I asked how long that might take. Later that day or the next. I never heard from her again. We fixed our remite/controller synching, by patiently pairing the "learn" button on the controller, and the hesd and leg buttons on the remote. On November 9,2023 I got a call from a CSR saying the decision was made to come pick up n our old adjustable bed, and give us store credit toward purchase of a new one, if the one we wanted was more expensive or if it was less expensive, the residual would have to be used for another store purchase. We had until December 9 to complete our exchange. We were both dreading having to deal with RTG again. We still had mismatched mattresses that were never made right. Our expensive leather sofa had the backing peel off the leather, but it could not be covered by the additional warranty because it wasn't an accident. If I had punctured it with a knife--covered, but a defect in the fabric on a seat back on the end of the couch where no one sat, was not covered. This same sofa, the Djustable foot rest broke, hanging off. Didn't even bother with Guardian. Bought a new dual reclining sofa elsewhere.
Last Tuesday, we reluctantly went to RTG to do what we were sure was going to be another colossal set of errors. We went to the Abercorn Road RTG, the same store we had all of our earlier problems due to laziness, who cares, we already have your money attitude. We were armed for bear.
Then, we met Colleen Hagen, who took it upon herself to work hard to get us a replacement. She was extraordinary in that she actually cared that we not have the same experience again. Promising that if a part of our order somehow due to a computer issue, was not there, she gave us her personal cell phone, and said she and her husband would bring it to us themselves. I believed her.
Colleen, I wanted to let you know how smoothly and well things went with our delivery yesterday. The delivery people, two guys and a young woman were in our driveway at 6:50 a.m. They had all the correct items, including the rug, rug pad, and two matching mattresses. They were skilled in getting the new pieces in and set up, and took their time, getting our rug and pad that was to go under the bed, exactly right. They were quick and efficient, and everything was left picked up and spotless. I've got to say it was by far the and smoothest RTG delivery we've experienced in all our years shopping at the Abercorn Store, in Savannah, Ga. We both appreciate the time and care you took to ensure that things went well from purchase through delivery. It is very seldom that anyone cares about the customer or their experience after the sale. You did exactly what you said you were going to, and you executed it all with thoroughness and care. That made our experience of a RTG delivery done right, and a happy one. Thank you for your assistance in working thru the many levels and details for us. Our new bed slept great last night. In this Era of close is good enough, it is restorative to find a sales person who keeps their word and wants the customer to be satisfied...which usually translated into looking around corners and fixing what could go wrong, before it does. I still think RTG has a long way to go to repair it's reputation. I would encourage the local store manager to unload the deadwood sales staff who were lounging on showroom furniture, on their phones. That behavior was indicative of our previous sales person. He only cared about the commission and not about the customer. Hire more people like Colleen, and help them do their jobs because they are great employees. Have that three person delivery team who were aces at delivery and set up, train the rest of the delivery personnel, so that rather than people preforming to the lowest bar possible, people are shown what excellence in your job looks like. Mediocre soesn't make it any more. RTG has many local and on-line competitors--if you want your doors to stay open, try saying what you'll do, and performing it as promised. Kudos to Colleen Hagen and the three person delivery crew. Way to go.

Virginia and Larry Lamb

I gave two stars because the salesperson was decent.
I bought a sofa chaise at a sale price and just used door delivery because the only assembly required would be attaching the legs to the sofa and the ottoman. Based on past sofa purchases, that should have been just a matter of screwing the legs on to where there is a pre-drilled hole.
The delivery went well, and the delivery guys were great. But when I saw the legs, which were plastic, after removing the packing materials, I was very surprised because I have only ever had wood legs. First to see plastic legs, and then to see they were to be attached with regular screws not an attached bolt was disconcerting.
The biggest issue was that there were no assembly instructions supplied, nor were there markings on the bottom of the furniture pieces indicating where the legs should be placed.
I called customer service asking for assistance in how to place the legs but that was no help, as it was stated that I did not pay for setup, and there were no assembly instructions for customers who chose to assemble themselves. I was also told to ask the store where I made the purchase for help.
I was very angry and wanted to return the sofa, so I returned to the store and was told there were no returns after delivery was made, I unfortunately had not seen this when making the purchase, so I sucked it up and asked if the store had assembly instructions, the answer was no. How do you sell a sofa and offer the option for customers to setup themselves but don't offer instructions? The manager then said they could offer setup at no cost after seeing how upset I was. I agreed and was told I would get a call from Rooms-To-Go to set up the appointment in a few days, so I agreed. I was called a couple of days before the scheduled day, so was unable to take the call. When I returned the call to arrange the setup appointment, I was informed that no such thing had been noted on my order and once again was told I did not pay for setup upon delivery, therefore they could not help me. I was informed that I should wait for the appointed day of the call and maybe they would have setup something that the customer agent I spoke to was unaware of. Surprise, surprise (are you surprised, I'm not), I never received another call. I then proceeded to try to figure out how to attach the sofa legs myself because I determined Rooms-to-go customer service is an oxymoron and trying to contact them again would only frustrate me more and make me angrier that I already was. Happily, I'm handy, and with some trial and error, I got those legs attached.
What I determined is they do not want to help you after the purchase, what they really want is for you to pay the setup and installation fee, so you won't have to ask for assembly instructions.
After this experience I will never buy anything ever again from Rooms-to-Go because of the horrible customer service experience. Hopefully I won't have to use the warranty, which I purchased because I've seen crappy reviews regarding that. I wish I have checked reviews before making the purchase.

I accept the blame for this one. I did not investigate R2G before my purchase. After investigation, I found that 72% of online reviews are 1 star. Many of the reviews report massive delays, broken furniture, receiving refurbished (rather than new) products, a lack of response from the company, and poor interactions with the Customer Service Department. I had my own experience yesterday. After an extended wait for delivery, the day finally arrived. The delivery time given was 6 pm to 10 pm. I thought it was odd, but we wanted our furniture. When the time frame changed to 11:30 pm to 12 am, I tried to call Customer Service. After waiting on hold for over an hour, the first-line representative offered nothing. When I spoke with the "supervisor" (Carlos C.) I wrong concerning the delivery time (even though it was from the R2G tracking information). He stopped short of calling me a liar, but the insinuation was clear. He offered no help (no additional tracking information, no solutions, not "I'm sorry," no "midnight is an unacceptable delivery time," nothing). He refused to allow me to speak with his supervisor, first telling me he had no supervisor. After I pressed (so, you are the CEO?), he informed me his supervisor would not talk with customers. I hung up with no solution, only wasted time and energy. Finally, the delivery truck driver called, stating the delivery would arrive the next morning. The next day, when our delivery window was passed, I called Customer Service. I waited for over 30 minutes to be told our delivery had been canceled because the furniture was not on the truck. It was backordered (even though we decided to purchase based on the fact the website indicated the item was in stock) and would not be available for another 5 weeks. Note, I had to make the call to learn this information. I was transferred to another department to cancel the order and obtain a refund (another 30 minute hold time). I explained the entire saga and asked for the order to be canceled and for a refund. I was told I was wrong; the sofa was on the truck for delivery. After arguing for an extended period, the representative checked the files and found I was correct. Then she told me I could not obtain a refund because "the computer was locked because it thought my furniture was on the truck." I explained that computers do not think. They do what people program them to do and whoever needed to fix the situation needed to do it immediately. She protested for several minutes and then placed me on hold. The refund was granted (even though they "can't."). I called again today (40-minute wait) to confirm because I do not believe anything a representative tells me. Please save yourself the trouble and do not purchase furniture from R2G. They offer no solutions to issues, the company consistently over promises and under delivers, their communication and customer service is basically nonexistent, and it is apparent that customer satisfaction is of no concern.

UPDATE: We talked to the store manager (which he also said he isn't the store manager when we talked to him over the phone) and challenged him on that claim when we visited him at the store that same day and he slammed his business card in front of my wife and I. I told him he is incompetent for just knowing about the problem -first he said within this week - then he changed it to "really just today". This has been an ongoing problem for more than a month and his excuse for not knowing was because he was on vacation last week. I told him he was incompetent for not knowing which he replied that his staff is incompetent, his company is incompetent, BUT he most certainly is not incompetent. I have it all recorded on video which will be made public soon. We asked him to call his regional manager because we cannot trust his words - we have been promised both verbally and in writing with manager's initials on paper - but he refuses to do that. We told him that because we have to wait on a 4-hour window for our things to be delivered, we have to take a day off to meet the delivery driver at the house but both times they delivered the wrong items.

It's been over 2 months and I still don't have my complete set. Can someone please get this right? I ordered the Belmar bunk bed with full storage steps. I have the bunk bed but still don't have the steps. Twice they've delivered incomplete items. The customer service department told me that the store location keeps on putting incomplete SKU. Twice I've taken the day off of work because of the 4 hour window of delivery and twice they come with missing items. Please get this right! And I'm sure they will get it wrong the third time because the manager could not understand me or the delivery driver trying to explain to her what i need over the phone. Here is what I need: I need the bottom half of the storage steps AND the flat side of where the steps will go. When facing the bunk bed, I need the flat side on the right, the right side. I have in my garage the top portion of the steps. I've been told before that they will just replace the whole thing and get it corrected that way but still hasn't happened. Please read all the Reviews of Rooms To Go to include the corporate reviews and the Better Business Bureau before purchasing at RTG. Our biggest mistake was NOT researching first before purchasing. The manager told us yesterday as well that we didn't have to buy at their store. Again, all of these interaction were recorded on video and audio. His name is John Lanier -the store manager but not really according to him
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