Rooms To Go — Local services in Pensacola

We purchased a bedroom set & insurance for our guest room in September 2024; we had Rooms To Go deliver and install to avoid the hassle, now I wish we would have done it ourselvs. The guest room has not been touched since install but we have my mother coming to stay soon and the furniture was set up leaving not enough room for her walker; so my husband and I decided it would be best to move the furniture. When we pulled the dresser drawers out before we moved it we noticed the dresser was broken; remember this furniture has NEVER been used or moved since install. We took pictures, moved the dresser and started on the bed. Removed the mattress and box spring only to find one of the slats feet is laying on the floor my husband attepts to screw it in to the slat only to realize the screw doesn't even fit in the washer/bolt; again we took pictures then moved the bed. We filed a claim with the warranty we purchaced and they denied it stating we are still under the Rooms To Go contract for the first year; so we filed a claim with Rooms To Go. Rooms To Go then denied our claim, they told us that we were LYING and probably broke the bed and dresser ourselfs when moving it! They said there was no way to prove through pictures that it happened at install. Then I asked for a manager and they were refusing to let me speak to one; when I finally lost my S**t the representative transfered me but the manager (TDisanto) acted like I was an inconvenience and didn't want to hear me out; his response to me was there is nothing he can do to help me, he said we probably broke it while moving it and plus you purchased it in September so thats to long ago. So, I asked where in the paper work does it states we only have 6 months to report an issue? He said you have 1year and I replied it will be 1 year in September; so, whats the problem?! I received silence. Most of our conversation was about the dresser when I brought up the bed to the manager all of a sudden he couldn't see the pictures and said he knew nothing about that but it was clearly all submitted on the claim and we were discussing it with the representative before the manager, soooo...... you have all the info. He then said email me the pictures and I will call you back, HE NEVER CALLED BACK! still we have yet to hear from Rooms To Go to resolve this issue! We had planned on purchaseing the new Shaq recliners for our movie room but now we will be taking our buisness else where! This has been the worst experience! How dare you accuse your customers of lying and treating us the way you have! (see...

Never buy furniture from this store! Our sales woman, Laurie Barnes, reassured me several times that this sofa and loveseat cushions would look great, not mushed down or wrinkled in a couple of years. She wasn't lying, it took less than a month! It was delivered on Nov. 23rd and looked 10 yrs old by Dec 14th. I sent her a text, she told me to get a hold of customer service at the 800# I called them Dec 14th, they sent a tech to my house Dec 20th. He said it shouldn't look like that, pulled the cushion out of the loveseat, unzipped it, stuck his arm way in it and messed with it until it was smooth then he unzipped the back cushion, did the same thing to that by pushing his arm up to his shoulder and messing with it. THEN he took the pics for the company. Nobody should have to go through all of that to have their new furniture look decent after 3 weeks. The customer service says it's not a defect, it's a preference! I said so you're telling me since I don't want wrinkled up furniture, that's just a preference??? Yes ma'am, it's not a defect. I am more than furious and I'm going to warn everyone I know not to buy furniture there, especially from her. If she had told me, yeah, this is oversized, sink in the cushion furniture, I would NOT have bought it but she said that wouldn't happen. I explained I had back issues, plus had several surgeries for breast cancer and I didn't want a sofa I would sink into and that is EXACTLY what I got! I only sit on it for a hour or so then get on the floor. My 11 yr. old Lazy Boy sofa looked better than this furniture does! Customer service and satisfaction means nothing to this company!! Never again, do not go there!!! I would've been better off at Ashley furniture!! From now on, back to Lazy Boy!! I will spend my 5 hr. holiday drive posting about this company and their lack of customer service.

This is 5 months after purchase and this is how bad this furniture looks. No amount of fluffing up helps. I am having severe back pain due to this furniture, I had told Laurie Barnes the saleswoman that I have had several back surgeries and other surgeries due to cancer and I didnt want furniture that broke down, I HAD to have support for my back. She lied to my face. I have since filed a complaint with the BBB and ROOMS TO GO says this is not a vendor issue. If it's not their issue, who's is it? Mine? DO NOT SPEND YOUR MONEY AT THIS...

Aside from long wait times for the furniture, the quality doesn’t always go in pair with price. We ordered a 3 piece reclining sofa and received great customer service at the location (a little pushy at times, but they probably work on commission) 2 pieces were delivered within 2 weeks, while the third one took more time. One of the 2 pieces was scratched and had a cut in the leather about the size of a penny. This part was replaced within a little over a week. We finally received the third part and we liked the whole couch, so we ordered a matching recliner chair. After over a week of waiting, we received the chair, but a big piece of the reclining mechanism was missing. The technician arrived a week and a half later to announce that he needed to order parts and we should be able to get it fixed no sooner than in 2 weeks. 2 out of 2 pieces of furniture we had ordered arrived broken. That’s a pretty poor statistics. At least the customer service is good. For the amount of hassle and time it takes to get functional items I would not recommend rooms to go. (Oct 2023) Edit Oct 2025 I made a mistake of ordering more furniture from rooms to go: 2 white night stands. They arrived on time within the 4 h delivery window. One stand had a red mark on it across the one drawer. The first replacement arrived in the wrong color. Then they sent a technician who was supposed to “fix it”. Of course he couldn’t fix it, so he took the cream colored drawer. They sent 2(!) more drawers. Both in the wrong color. I came to speak to a manager who promised to “handle it” and maybe even have it delivered to the warehouse so I don’t have to take an hour drive and wait through the 4 h delivery window at our condo to receive the new stand. Ghosted me after that. They ended up delivering the entire new stand (yup, waiting through the 4 h delivery window) - wrong color and scratched. Now I have 2 night stands of...