Rooms To Go Corporate Office and Headquarters address

Unbelievable! I set a delivery window when I purchased items. I explained that I worked and the window was 9am to 1pm. It was confirmed a week before by email and a phone call. The day before it was emailed again 9-1. Great! The day of delivery it allows you to track the delivery. At 8:30 am I tracked and it said 3-7 pm! I called and asked for a supervisor. The long and short of it was “ our contract says we can deliver between 9am and 10pm.” You can reschedule or return it. WTH kind of service is that? They didn’t call or email to indicate any change. Terrible customer service!

One of the worst companies I have done business with. Nothing against anybody that works in the store. Two different furniture orders delivered damaged. Waited months to get and then sent damaged. To make matters worse, a bench we received the first time was damaged. We just received the replacement bench, and it was damaged. They knowingly put a replacement damaged product on the delivery truck and tried to deliver. Terrible customer service. Will never buy anything again from Rooms to Go.

We ordered a cushioned accent chair for our home in late August and it was delivered on Sept. 27th. The person delivering the chair, left it in our family room still wrapped in plastic and unattached legs (we were told we had delivery and set up). We put these on immediately after he left and I went to sit in it. Boy was I surprised, it was so hard that the cushion didn’t even move. It was like sitting on a board covered in fabric and my feet didn’t even touch the floor. I was so disappointed because we spent a lot of time picking this chair out. I first saw it online and loved the look of it, but didn’t want to buy a chair without sitting in it and making sure the color was what we wanted which cannot be done online. We also ordered the matching rug (which was delivered in a few days and we love it). After sitting in the chair and finding it so hard, I immediately called the Wilmington store and they told me I had to call the central Customer Care. I called them a couple of times before getting someone to listen to us and said they would send someone to inspect it on Thursday Sept. 30. When he got here and asked the problem, without telling him the problem, I asked him to sit in it. He was very surprised and said something is wrong for sure. He unzipped the cushion and said the filling in it was not what was normally used, because he had inspected a couple of chairs like this in the last week, and this was definitely different and he didn’t think sitting in it over time would make any difference it was so hard. He said he would go back and write up his report and we should hear from someone possibly on Friday, 1 Oct but probably not to Monday, 4 Oct. We waited until Tuesday to call them since we hadn’t heard anything and left our number to their automated return our call. We tried again on Wednesday since we didn’t hear anything and they told us that they were still checking the account and would call the next day. We still didn’t hear and talked again to someone in Wilmington store and said sometimes it takes a couple of days for them to decide what to do and we told them it had been a week and they assured us that we’d hear someone that day or the next. The representative called us yesterday 12 Oct. and she said that there was nothing they could do. That they only did refund or replacements on broken parts and something wrong with fabric. That our problem was a “comfort” problem and that wasn’t covered since everyone’s comfort was different. I tried many times to explain this wasn’t just “my comfort” and told her what the inspector had said and she said his report wasn’t the same as what I was telling her and she read it to me. The only thing I found different, was that he didn’t say he had seen other chairs like this and the difference in filling. So she said there was nothing that RTG could do about this. I then asked why there was a difference in the return policy for online orders and in store orders and she said that online is different because you cannot see or sit on furniture and might not suit you once you got it and it exchanges or refunds had to be done within 48 hours and not this long. I reminded her I started this inquiry the day it was delivered and if the delivery person had put it together and I sat on it I would not have accepted it. She then went over their return policy again and I said nothing like this was even mentioned and she reminded me that I signed the paperwork, which I did, but normally if something is as different as this is, they go over it verbally and if I remember correctly this was just shown on an ipad and told where to sign. I sure learned my lesson. So she told me as a courtesy to me they would send out a new cushion and that was all they would do about this chair. So I’m stuck with a beautiful chair that no one wants to sit in. Out of courtesy to them, this chair has been covered in original plastic covering since the day it was put in my house. I did not want anything to happen with it. I’m afraid when and if I get the new cushion it will be the same because the whole chair is stiff, but cushion is what you sit on. Right now I am afraid to get anything from you and really just want a refund. I’m not a picky person, and I just want to sit in my new chair comfortably and have my feet on the floor. I so wish it was as comfortable as the one I was sitting in on the showroom. (we visited your store as well as the one in Myrtle Beach and sat in the same chair in both and loved it.). As I said it’s a beautiful chair matches the matching rug perfectly and blends in with our room. But who wants to pay for a chair that is so hard that you don’t want to sit in it.

We still want a refund and to get this chair out of our house. Can you please help us? I like the service I’ve gotten from the Wilmington store in the items we’ve bought for our new house and move this summer. It’s the big cooperate company I am upset with. They sure do not stand behind their products or their customers.

Dennis Pattison
Order Number. 16268320
703-376-7270

Worst place ever! I would never ever nor recommend rooms to go to ANYONE EVER!! I received my furniture chipped and scratched up. Not only did it take 3 months to set a delivery date but when the day came the driver knocked once on my door as I seen him outside on my house cameras getting ready to leave so I rushed quickly to the door with my toddler in my hand. By the time I got there the driver was gone. I called corporate and spoke with a Theodore and it was even worse! I got absolutely no where just “im sorry you experienced that but nothing we can do”. I asked him if he can contact the delivery manager and he stated he said the same! So I asked Theodore for his managers name because this was so unfair to me and very unprofessional and at this point an apology is not what I deserved to hear. These people will not go above and beyond and will laugh in your face! It’s a joke!

I can’t get anyone to tell me the truth on my delivery. They tell me they will deliver 2pm to 4pm. Never came. Then they call saying they are behind they will deliver 5pm to 9pm. Never came. Now I have to wait til next week after I have waited over 2 months for the first delivery 🚚.

Bad, horrible, incompetent. Purchased a sofa and end table, waited a month for delivery. 3rd party delivery drivers came could not get sofa through door (barely tried) and stated they would come back with a 'bigger guy' who could probably get the sofa through the door. Waited for hours, no call, nobody came back. Yes, they took the sofa with them and we kept the end table. Called Rooms to Go, lady who answered stated, do not believe those guys, I have been hearing this all day, come in and pick something smaller or get a refund. Let her know we would be in on Saturday. Went back to the store on Saturday and spoke to our salesperson who told us to go home and measure our door and then come back and find something that will fit through the door. We looked around RTG (Rooms To Go) and anything we liked was just as big as what we had purchased so informed salesperson and asked for a refund. Salesperson took us to back and spoke to a person who I thought was a person authorized to make a refund. This lady stated she needed my email to send the paperwork as person who does this was not in. They told me to wait 2 days and if I did not get an email to call them. Waited 2 days, no email. Called the store, person talked to said oh, I just did that let me email you the receipt. The receipt just showed the price for the end table and a delivery charge of $99.00, no refund for the sofa and extended warranty. Called the store again asked to speak to a manager. A person who said his name was Rick and that he was the store manager picked up the call and I described the series of events. He stated, Oh, I see your refund right here on your file so I asked him to send this information to me. Then I asked why I was charged the $99 for delivery and setup for a coffee table that did not need assembly. At this point, he stated that he usually would charge $30 for this so he would try to get the price reduced but since he was just 'covering' for the manager, who would be in tomorrow, he would get back to me. I have not received an email with my refund amount as of this writing (next day). I am just reading the 'fine print' on their receipt and realizing that my purchasing anything from RTG and using a debit card was a bad idea, as they do not like to give refunds, and their policies are very bad ones, the customer has little to no recourse. I have never seen anything so ridiculous and I am very angry that I am having to fight so hard to get my money back due to their Greed! Do not trust this store, go somewhere else and of course, read the reviews!

I purchased a bedroom set, June 6, 2021 with NO delivery until OCTOBER due to COVID. Sales person Jorge Tellechea, after asking him cancellation policy several times (due to time delay), repeatedly responded that a FULL refund, credited to my debit card, no questions asked, would be issued. A week late, I called to cancel, spoke to sales person”Jorge Tellechea” and he said he couldn’t help me. I then spoke to “David”, customer service rep., who claims a penalty would be assessed; when I explained he basically said “ I’m sorry and hung up on me”. My daughter called back to speak to “David” and he ended up hanging up on her as well. I proceeded to excalate this to store manager, Manny Herrera, and while I didn't appreciate his sarcasm, he said he could give me a store credit. Since I WILL NEVER, EVER, SET FOOT IN A ROOMS TO GO STORE, what makes him think this is acceptable? What good would the store credit do? I am referring to a $589.97 deposit as the order did not require full payment (obviously) until the furniture is actually delivered. Their lack of customer service, manners, and principles are nonexistent. What happened to “the customer is always right”? What makes this even worse is how the sales person totally denied everything. To top things off, I discovered yesterday that a 3 year maintenance program was added as part of my future bill (apparently my signature was populated unto other documents). I was NEVER informed, and/or nothing was disclosed to me about this being done. I feel cheated, and very surprised to hear that RoomsToGo is offering such bad service and is defrauding/fooling the public. What waiver/policy changes were implemented during COVID, and long delays in deliveries such as these?

We ordered a ton of furniture from Rooms To Go and 2 days before our scheduled delivery, we received a text saying that the furniture would be delivered on the scheduled date and the window was from 12:00 p.m. to 4:00 p.m. We were going to be out of town that day but I decided to drive in town to accept the delivery and had planned to be there a little before 12:00 p.m, which was the window they gave us. So first thing that morning, they texted us and said they were 10 minutes out and that was at 9:30 a.m. Well I was on the road from out of town to be there to accept the furniture at noon. So I told them I was not there and asked if they could come back during their scheduled time and they said no and hung up. So I was on the road and had to pull over to call Rooms To Go to get it straightened out and held for Customer Care for 45 minutes and they never answered their phones. Finally Dispatch called me saying that they were told I wanted to reschedule my delivery. Ummm no! I want our furniture to be delivered during the window that they gave me. So they said they would see what they could do. After holding for another 30 minutes or so, they said the delivery crew would come back to us. So I got to our place and waited until after 4 p.m but they never showed up. So I called the Dispatch number and they said for me to wait another hour and see if they would come back by. They finally showed up 2 hours later - almost 7 p.m. and the delivery drivers were the rudest guys I've ever encountered. I will never do business with Rooms To go ever again.

Do not buy the warranty!!! Waste of money!!!! As you can see everyone’s main complaint is the Customer service ! Sure they’re all nice and are helpful when you go and shop around but once you leave the store they will not care to help you if something is wrong with your furniture! This store is nothing but a scam !! they won’t answer your calls and they will not call you back. My husband even call to this store and they told him that he can send a text message to a number and they will call him back they never did!!!! Just like this other ppl have said they will not call you back nothing but lies !! They just want your money. But we will be heading up to the store let’s see what else excuse they use . Thinking of just getting a refund back to be honest!!! But I’m sure even trying to get my refund back will be a big problem just like how this other ppl have also complained that they will not try to give you your money back ! Take your business to lazy boy !

Rooms to Go has proven to be yet another big company with very inferior products! Their delivery people are unprofessional. They broke items in my home without apologizing nor acknowledging. Customer service was a total waste when I called to complain. The dining room set they delivered was also damaged. The second set was delivered today, ALSO DAMAGED!