Rooms To Go — Attraction in Nashville-Davidson

Disappointing Experience with RTG If there were an option for 0 stars, I would have chosen that. This was the worst sales experience I’ve ever had. The salesperson was rude, made unnecessary comments, and the overall service from RTG was terrible. They display furniture that has already been discontinued, and their delivery times exceed a month. My Experience in Detail Purchase & Deceptive Sales Practices On May 4, 2025, I purchased an L-sectional sofa and a King bed (Order No - 19140368, 19140488) from RTG. Initially, the salesperson assisting me was professional, but when her shift ended, another salesperson took over. This second salesperson misled me into paying for bed installation, claiming that the furniture was delicate and required special care for setup. However, when the bed was delivered, the installation turned out to be extremely simple—one of the easiest I had ever seen. Product Quality Issues & Failed Replacement Within six months of use, the bed started making noises, and the sofa’s seats and cushions became deformed. I contacted RTG customer care in November 2024, and they sent a technician to inspect the issue. The technician checked the furniture and promised a replacement. However, after two months passed with no follow-up—no email, no call—I reached out again. To my shock, customer service informed me that my replacement request had been canceled without any notification. Second Attempt to Resolve the Issue (January 2025) In January 2025, I visited the store again, initially to browse for a dining table. Though I didn’t buy one, I brought up my ongoing issue with the sofa. The store representative assured me that they would send out a technician. The technician inspected the furniture and once again confirmed that a replacement would be ordered. However, after another three weeks of no communication, I followed up with customer service, only to be told that the furniture had been discontinued and could not be replaced. Instead, I was instructed to go to the store for reselection. The same L-sectional sofa was available online and in stock for delivery at my location—yet they refused to provide a direct replacement. Reselection Process & Unfair Charges When I went to the store to reselect a sofa, I was assigned the same rude salesperson from my previous experience. The store had limited options, but since RTG does not offer refunds—only store credit, I was forced to compromise and choose a different sofa. When finalizing the purchase, I was unexpectedly told that I needed to purchase a new protection plan because my original two-year protection plan had already been “used”. This made no sense for several reasons: • I never requested a reselection—RTG failed to replace the cushions despite their structural defects. • The issue was a manufacturer defect, which should have been covered under the standard manufacturer’s warranty. • Even if a reselection was necessary, my original protection plan from April 2024 should have remained valid. • If I had to repurchase protection, I should have only been charged the difference in coverage, not the full cost of protection on a $1,600 reselection. Incorrect Delivery & Additional Frustrations After waiting a month for delivery, RTG delivered the wrong love seat instead of the recliner I had ordered. At first, I didn’t notice, and the delivery person was about to leave. However, when I checked my invoice and pointed out the mistake, he agreed that the wrong product had been delivered. He told me to contact customer care for a reswap. When I called customer care, they informed me that the product had been discontinued from manufacturing. However, they still had two units in stock and could make the correct delivery. The biggest issue? I had reselected this sofa only two weeks prior, yet nobody informed me that it was discontinued or about to be discontinued. Now, I am waiting for confirmation from customer care about when the correct delivery will be made.

I would not recommend RTG to anyone looking for reliable furniture or...

Do not buy from this company! We have gotten the runaround and have had two separate different couches that we were told were good quality when in fact, they were not. Do not do the credit line with them and do not get the warranty. It’s garbage they will not honor it! The products are faulty and they will completely screw. The 3rd couch they have sent us bc the other two have broken in just a few months. Is again having problems. They Structurally not sound for just normal everyday use to sit and watch tv with the family of only tree ppl mind you! No one has even come close to helping us since we are now out of the return window when it’s only been a year we’ve been dealing with this many issues and where told we would have everything start over since things where being replaced. NOPE. They sell terrible products and are very secretive and tell lies on how they operate.

Update: I have emailed them…below is the email. we’ll see how they will fix this issue! I will post and continue to post their actions from here on out till they do right by us!

EMAIL: This is Krysta Jones. My husband and I purchased a couch from your company in the hopes to finally have a nice sectional for our family to enjoy. WE ALSO SPEND MORE ON PURCHASING THE EXTENDED WARRANTY. Let me start by saying this has not been a pleasant situation. The first couch we got had structural issues in the pull out sleeper. Rooms to go replaced it. Then again the structural issue continued. We then had to deal with a full exchange of the couch to get one of more or equal value as the original. We chose the couch we now have (another sectional). When we spoke to the representative that helped us with the exchange. I asked will everything just be transferred over to this couch. Not just our information but I asked in detail the money we have already paid towards the loan of the other couch and the extended warranty we purchased as well. I was told YES!!

Everything seemed great, we finally could settle down and be done with these issues. Welp again the wooden structure of the back of the couch started to squeak, and the cushions started to sink so much so it was hard to get out of the couch. We reached out to rooms to go again!! They had the same man come out to inspect the situation and he agreed. So they replaced the chaise and the whole middle piece. Since then the same things are appending and now the other part of the couch is sitting on the floor like there is no leg in that corner.

We called AGAIN! They didn’t even want to help us and sent us straight to the warranty claims department. We filled out all the stuff online like they asked us to and took all the photos for everything that is wrong with this couch. We have been waiting and waiting and waiting for a response from them and all we got back was. Sorry this couch is not under that warranty the other couch is. Ummm! So we’ve been paying for that to cover something we don’t even have!!!! We were lied to. Pushed off like nothing from customer support because we are no longer in the manufacturing warranty. We are now being pushed to the side from the extended warranty company as well. I’ve never done business with such a shady untrustworthy company before and it’s very sad when I have sent quite a few of my friends and family to this company thinking the highest until now.

This situation needs...

I typically don't ever have any issues with Rooms to Go since we started with them in Texas! However since moving this is the worst experience by far!

I recently purchased a full bedroom set and a additional dresser online. Upon delivery it was just 1 guy which I thought ok maybe it's not that bad to set up. The guy then tells me that his partner is outside waiting at the gate because he has no ID to get it. I felt so bad and offered to help bring the items upstairs / set up. He told me it was ok and that he got it. However, both dressers were damaged and I had to place a call with customer service to resolve! Mind you we never purchase any furniture online, we normally go into to store to make sure it's what we want. Note to self definitely stick to what you typically do! My fault of course for choosing to online shop, it wasn't what was pictured online. Anyway, customer service was great, they helped me and was able to switch out the set I had for an entire different one! I was told leave everything as is and when the new furniture comes they will assemble the new bedroom set / disassemble the old one and take back with them, Awesome! (delivery + set up was all paid for prior). I was set to have my daughter's bedroom set delivered to me on 10/3/2023. Unfortunately that was not the case! I received a call from the driver stating that he's not able to get on post and he wasn't sure why his manager sent him down to Ft.Campbell to deliver knowing he was not able to get on post! He then stated his manager was asking if I can bring a truck outside to come pick up the dresser + the full bed frame and I would have to set up all on my own. I was shocked at what I was asked to do and I replied with a NO! I said first off it was annotated prior that I have a full bedroom set that needs to disassembled before setting up the new one + you need to take that with you back to Nashville. The guy said wait it's not disassembled? I said No! He then proceeded to tell me oh yea we aren't going to touch that, you will need to disassemble on your own or we schedule for an entire tech team to come out and handle that! I said excuse me! Tell me if you were able to get on post how are you going to set the up the new bedroom set with that still in there. He was like: I'm not sure, ummm let me call my manager back and figure this out. You will need to be rescheduled for another day. My manager will call you! I WAS LITERALLY IN DISBELIEF!! I waited an hour to see if the manager was going to call...STILL NOTHING! I ended up messaging my sales rep. Mrs Stephanie (SHE IS AMAZING) she gave me the number to the managers office and I called. A lady answered Ms. Kimberly I believe (could barely hear her / not sure if I got the name right either) I began to explain the situation. She pulled up my information and said oh yea it states here that the driver doesn't have a green card and I'm not sure why they would send him down there. She placed me on hold for 15 secs, came back on and said the manager is on the line handling a different issue. He will call you back once he figures it out and hung up! I waited 2 hours before calling customer service again to see if the manager will call and still...