"This place needs to go out of business. do NOT purchase from them. I attempted an online purchase. During purchase I applied for in store credit but forgot that I keep my credit frozen, so long story short, I had to go into store to complete the purchase. The sales rep said that if I was not satisfied that RTG would simple pick up furniture and give full refund...blatant lie. Furniture was delivered and it was damaged so they scheduled a swap out. So okay, next day I decided to cancel order altogether and have RTG come and pick up the cheaply made piece but they said they don’t do refunds for in store purchases after delivery. What??! That is not what I was told at all. Also, one of my attempted online orders where I was using PayPal got cancelled but I was still charged on my credit card and RTG washed their hands of it saying they cancelled out the attempted order on their end and that I needed to figure it out with my bank. These guys are nothing but sleepy salesman and complete rip-off con artists. I will never do business with them again and I hope you won’t either. They seriously need to go out of business because of their overwhelmingly shady business practices."

"Ordered a new couch and loveseat in January. Expected arrival date was in June so when we got the call the first week in May that it was going to be delivered we were excited. The delivery semi shows up in the mountains in western north Carolina and surprise, the truck cant make it up our driveway. We contact the Asheville store and Elizabeth answers the phone in which she tells us its not their problem and we have to call the corp. help phone number. She tells us there are no smaller trucks for delivery and if we want our furniture we will have to make the 4 hour trip to Atlanta to pick it up ourselves. Does this sound reasonable to anyone reading this? After holding for an hour on this help line we hung up the phone. Drove down to the store to speak with a manager. Upon entering the store we are greeted by John. We ask to speak to a manger to which he replies what's the problem. We explain the problem and he refuses to let us speak to a manager and tells us they are just a showroom and we need to call the corp. help phone number. After arriving back home we called the number again and after 30 minutes are connected with customer service. This woman was extremely nice and helpful. She informs us that both Elizabeth and John are incorrect in their statements. Basically they both lied to us to get us off the phone or out of the store. They have smaller trucks and because it was a Saturday, 1 our account is locked for editing because the furniture still shows out for delivery, 2, She will get right on this on Monday and will get our furniture delivered. Monday comes around and this store has sold our couch to someone else. Its no longer in the system and we have waited five months for nothing. The local store accepts zero responsibility. They offered zero help and by far the worst customer service in history. Thank you Rooms To Go for wasting so much of my time. If I could leave a zero star rating I would"

"Franklin was our sales associate and he went over and beyond "

"Tragically, my (hardly ever used) Rooms To Go chair collapsed under my son during dinner Sunday. I brought it to the store hoping they would replace the obviously defective chair that makes up the 4th of a set. Unfortunately they a) can’t b) wouldn’t make it right c) don’t make that chair anymore. So I’m now paying over $100 for a chair to only sort of match the set.
Color me disappointed. "

"TLDR: Emails went unanswered, phone representative (probably) lied to me, hours were spent on this issue. Good news is, I DID eventually receive my refund.

The Price Guarantee states that if something goes on sale after purchase, a customer has 30 days to contact R2G and receive a refund to their card for the difference in price. After the order is delivered, you can only receive store credit.

I purchased a couch online on 2/4. 5 days after purchase (2/9), the couch I purchased went on sale. The same day, I sent an email to Customer Service, notifying them of the sale and asking for assistance on the refund. When that received no response from R2G, I sent another email on 3/4, and then another on 3/9 (also receiving no response to either). The couch was delivered 3/17.

When I called to try and get this taken care of via phone, I was bounced around to a total of 5 different people. Some were genuinely kind and helpful (but were physically unable to help, not their fault), and some were much less so. They told me repeatedly that they can only offer the store credit, because the item had been delivered. I told them that there must be more we can do, as three contact attempts had been made PRIOR to delivery, all within the terms of the Guarantee - can Rooms To Go just ignore customers until it's too late for them to receive a refund?

I was eventually told that yes, they could give me the refund back to my card; but it was a "one time, courtesy refund." They had to remind me of this fact four times. Their reason, being that Price Guarantee refunds need to be processed via phone, and not emails.

1. Why does the FAQ on the website regarding the Guarantee not state this?
2. Why is there no where else on the website that states this?
3. Why were THREE of my emails never responded to?
4. Why couldn't someone, via email response, simply correct me on the right method of contact?

While I don't really know if I was maliciously ignored during the refund window, I *do* believe this last statement from the representative is a lie. I am grateful we were able to process the refund, but it was very unfortunate that it was as difficult as it was, and that I had to be spoken to in such an uncalled for, condescending manner by the representative who processed the refund.

So buyer; I love our couch, but if you need help from Customer Service, I wish you the best of luck! I am grateful for the representatives that tried very hard (mostly from the Customer Service side of “contact us”), and wish others’ didn’t just point to “policy” and ignore that there’s a problem (Internet Sales side). "

"We purchased a queen bedroom set and mattresses from Rooms to Go in November as my daughter's Christmas present. (She had been sleeping in her convertible crib!) We made full payment at the time of purchase. We were told the mattresses, bed, and nightstand would be delivered about two weeks later and that the dresser and mirror would be delivered in early March. At that point, I was very hesitant to order something that would take five months to deliver, but my daughter really wanted the set. The bed, nightstand, and the box springs were delivered on time. The "in stock" mattresses were not in stock when the delivery was made and came a few weeks later. The bedframe had a slight defect, so the store indicated that it would be replaced when we received the dresser and mirror. A week or so ago I got a call from the Rooms to Go warehouse that our dresser and mirror would not be delivered until June 4th. We are supposed to be returning on vacation on that day, so I need to call and reschedule. Who knows if the headboard will be replaced. I called and spoke to our salesperson. She said we could return what we have and select something else, but nothing similar is in stock. So, we paid $3k for furniture that hasn't been received, and customer service that is almost impossible to reach. At this point, I want to demand a refund and start over, but my thirteen year old daughter loves the miserable bedroom set. We would go look for another set at the store, but we are expecting a historic ice storm in Houston. What I want is a refund for what I haven't received until we actually receive the furniture. It is completely unacceptable to pay for something that will not be delivered as promised. We paid in November. We are going to receive this furniture EIGHT MONTHS LATER at best! I have noticed that the company's ads have started saying that delivery may be 2-4 months out. Buyer beware. Delivery is probably going to take much, much longer than that."

"HORRIBLE the treatment after you buy any product, HORRIBLE on delivery, HORRIBLE customer service, I waited almost 2 months for the dinner table to arrive and when they called me I said it was coming in 10 min and it can't wait and my dinner table returned to Houston, because people didn't wait just 10 min, I couldn't talk about customer service and when I did they said they couldn't do anything, I mentioned canceling and they charge 20% of the value of my dinner table ($ 500) , now they will only deliver to me in January 10. I bought it at the beginning of November 2020 to deliver myself to December 29, now I will only have my dinner table on January 10 so I won't lose or be robbed by them another $ 500. SAVE YOUR MONEY, I went to the store to talk to the manager and he was RUDE to me and said he wants to cancel the purchase we canceled for you but you will have to pay 20%, they are not on the customer side, this manager had to know what it happened for that not to happen again but he is there just receiving his money and that's it. if I had how to leave -1 star I would leave it for deserve."

"After receiving my couch I was promised one week later to have delivered pillows that I purchased with my couch. I waited one whole month to contact customer care because I never received my pillows. After trying to contact them by phone and after waiting one hour and 30 minutes I never got in contact with anyone by phone. I tried contacting them by chat for the second time and finally got through to someone who gave me the worst attitude. Customer care my ****! "

"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. "

"I’ve ordered a bedroom set at the end of June to be delivered on the 22nd of August after 11AM. Was on the phone during this waiting period 3-4 times with customer service to make sure they understand that I’ll fly in from a different state and my plane will land at 10am, won’t be at the house till 10.30 the earliest. Plane landed and got an email that they tried to deliver at 9am unsuccessfully. On that day I was calling them 5-6 times, each time 30 minute on hold and 10 minute conversation to resolve the issue and while the driver is in the area, just head my way. By 5PM and 5th customer service representative I’ve been told that the driver is not in the area anymore (what a surprise) and they can reschedule deliver for the 9th of November!!!!! because it’s on back order. I paid for it in June, it was on the truck (according to them) how is it on back order? Waited 2 months to be on the phone for 5 hours and the best part of it that cancelling the order and get a refund still not resolved 3 days and 3 hours of being on the phone with them. My advice to everyone, stay away from this company, they are horrible!"

"WORSE CUSTOMER SERVICE AND CHEAPEST FURNITURE CHEAP AS IN QUALITY KIERA NEEDS CUSTOMER SERVICE TRAINING "

"Buyer beware. I purchased two beds from RTG a month ago. Keep in mind; we paid for delivery and assembly.
The delivery guys came, assembled one bed, but could not assemble the second bed because RTG sent two left legs, instead of one right and one left leg. So I had to call RTG and be placed on hold for 30+ minutes, finally talked to someone who said they'll send out the right leg. She also said when the product arrives, call back to schedule the assembly. A few days later, the box came, the call was made, on hold for 30+ minutes. Delivery guys came three days later, opened the box, two more left legs... no right legs. I called back, went through the same ordeal. On hold 30+ minutes, ordered the correct right legs, waited a few days, called back to schedule assembly, 3 days later, the guys come, opened the box... yep, 2 more left legs. I now have 6 left legs, no right legs. The guy says (for the 3rd time), "you'll have to call RTG customer service to have the right leg ordered, then call back to schedule an assembly on June 24.” This would have been 2.5 weeks later. Meanwhile, my 7-year old daughter has been sleeping on a mattress on the floor. I became furious and visibly angry and told them this is the worst experience ever. I told them to take the bed and refund my money asap. All of a sudden, the guy says "we have a warehouse 15 minutes from here, let me call my supervisor to see if I can pick up the part for you." Finally, he goes to pick up the right leg and assembled the bed. It took me making about 4 calls, being on hold for 30+ each call, waiting for 3 shipments, having 3 different guys in my home, and me raising my voice for them to finally make the situation better.
I will NEVER order from RTG again and I caution you to consider your options BEFORE you purchase from them.
"

"Ottoman i bought had a support fall out on one side. Called to get it repaired but theyll only send a tech out, granted this is during covid19 so i decline and tell them ill drop it off. They tell me they dont have room or tools to do it in store but my tiny 1br apartment should b plenty. I declined as i didnt want anyone in my apartment during the "pandemic". They told me this is last month for warranty so if i dont get it fixed now it wont get fixed. I asked why the truck containing tools to fix this couldnt drive to their store after i drop it off and fix it there. They didnt give an explanation just kept saying they dont do that, so i informed her that they work for me as long as i got a warranty, im dropping it off tough ****. After placing it in the showroom one of the employees placed it in front of the building. After calling corporate they informed me i could take pics and send it to them to determine if its under warranty, and also my warranty has 2years 2months remaining. DONT EVER BUY FROM I45n oakridge north texas, very unprofessional child like humans"

"Saleswoman Jody Kalla was a smooth talking sales person who sold us $4000 leather sofa love seat and recliner. When asked if I bought the warranty and my couch sinks who takes care of it . She said that Rooms to go would take care of it . The product technician came yesterday and took pictures. He was so rude not taking his shoes off and walking on carpet that I bought from Rooms to go also . No manners, no hello or good morning. Took a couple pictures and today I get a phone call from some woman . She tells me that this not their problem as it is written in warranty. I will never ever go to Rooms to go .They are big time fraudsters and liars. Don’t ever go to a Rooms to go Store . This was in Plano @2600N Central Expressway. Sweet liars terrible customer service and rotten service "

"We ordered 3 bar stools from them. They arrived 8 hours later than the earliest time slot they gave us- at 8 pm. They dropped the chairs, and then we looked at them. Joints not tight- to the extent that you could see bare wood. Shoddily put together. Also, loose stitching. My wife called to return them, but she got a run around. So I got on the call, and was also getting a run around, and they gave me the customer service number. I called it, and they said to call back to the store. I told them I wasn't going to do a run around. "We have a no return policy, we can only exchange it" they said. I said, I'm sorry, I don't want more junk. I have a no junk policy. I told them if they wouldn't refund my money, I would call the card company and cancel the charge, and leave an unfavorable review. The lady asked me to wait a minute before I did that. She came back and thanked me for holding, and told me to go ahead and do it, and they would then come pick up the chairs when it was cancelled. So there you go. I had planned to buy the living room suite there we saw while buying the chairs, but these people are impossible to deal with. I'll shop elsewhere after this. "