Rooms To Go — Attraction in Wilmington

My wife and I recently purchased a new sectional sofa at Rooms To Go. We spent just under $2,900 for the furniture, which included a $180 delivery charge. The furniture was delivered this past Saturday morning as promised. However, when we went to move the furniture later in the day to adjust an area carpet under the sectional, we realized the right arm facing section had a basketball-sized hole in the dust cover underneath the cushion. So much for "white glove" service. The delivery crew clearly knew this was damaged and decided instead to sneak it in under our noses thinking we'd never look underneath the furniture (at least not for a while anyways) instead of doing the right thing and calling this out. They also didn't attach the joining clips right on the various sections leaving a fairly wide gap between each piece. I ended up fixing the joining clips myself. We immediately took pictures and called Rooms To Go Customer Care. I called them to follow up this morning and point blank told the customer service rep I wanted my deliver charge refunded after experiencing such horrendous service. Instead, I was offered $30 for my trouble and a promise that a repair technician will come out to the house next week to fix the dust cover. Ridiculous. We like the furniture so far but we will definitely think twice before we purchase other furniture from Rooms To Go. The delivery service is atrocious -- not to mention the service after the sale. The Customer Care team needs to learn what the phrase "recovery strategy" means instead of worrying about your blessed profit margin!

UPDATE: A repair person from Rooms To Go came out today to repair the hole in the bottom of our new sectional sofa. The workmanship was poor to say the least. The new dust cover was attached in a disheveled, wonky fashion and one of the legs was put back on crooked. We definitely will not be buying furniture from Rooms...

First let me start off my saying I have furnished two homes with Rooms to go furniture. My issue initially began shortly after purchasing a Indigo sectional in 2018. Everything was great until the cushions began to separate at the seams. The insurance/warranty I purchased through RTG apparently doesn’t cover manufacture defects. I PURCHASED 3 replacement cushions before they decided to “discontinue” this particular couch and let me come in and select a replacement.(I was very satisfied with how they handled it) At that point I selected a similar sectional from the same line. Once again the same issues began to arise. I reported the issue in hope they would make good and take care of the problem. (They did not) I regretfully decided to pay for 2 more replacements in MAY 2021. FINALLY, In September they came to deliver the replacements & to my surprise BOTH were the wrong cushions, one was a completely different color and the other came as two(supposed to be one long cushion). HOW IS THIS OKAY AFTER PATIENTLY WAITING 5 MONTHS FOR CUSHIONS I SHOULD NOT BE PAYING FOR ANYWAY?!? I final became fed up when my OTTOMAN began to have the EXACT SAME ISSUE. I went to the store to report that this was unacceptable. The two reps were very understanding and tried to help with the situation. I received a follow up call today stating a decision has been made and there is nothing I can do but continue to wait for the two CORRECT cushions and apparently now I’ll still have to come out of pocket and pay for a new ottoman. I don’t understand why ROOMS TO GO is selling a “warranty” that doesn’t cover a defective couch that they can clearly see has been an issue since day 1. This should not be happening to a couch that’s only 2 years old. They have lost a loyal customer for how they have handled...

I have never shopped at RTG ever. I needed a new couch so I decided to shop online since my busy life doesn't allow me much time to go shop in person. I checked out a lot of places online and wasn't really impressed with the inventory I saw. I came across RTG and it caught my attention. Not only was there a wide selection to choose from but the furniture was beautiful. On top that, the prices were very affordable. Brand new furniture for the same price as you'd pay at a thrift shop.

As a concierge service, you can also live chat with an associate while online to help you find the things you want. The associate that I chatted with was SO helpful and I DID NOT feel pressured to buy anything. I'm very big on that part. I don't like pushy salespeople. That's definitely a turn-off for me. I found the perfect blue couch I needed. I even chose to buy two beautifil area rugs. One to match the couch and a new one for another room in the home.

In a time where the norm is usually expecting nearly everything to be overpriced and where quality customer service is almost nonexistent, I was PLEASANTLY SURPRISED with my entire online shopping experience at RTG. I do believe this is my new choice for all future furniture needs. Keep up the...