Rooms To Go — Local services in Raleigh

I spent close to $4000 for a Cindy Crawford chaise sectional with ottoman and protection plan about 6 months ago. The sectional is deep and comfortable except for the chaise. With an adult sitting in it, the seat sits low with legs pushed very high up.

I called to have a service technician look at it. He stated it is a common complaint but not covered by the protection plan. Stated to put a towel or blanket under the cushion to help with the problem. I made a trip to the store 50 miles away and the store model had the same issue, but not as bad.

I decided to order a regular cushion and remove the chaise. I sent a check out 3 1/2 months ago and it cleared 3 months ago. Since the purchase I have made several trips to the store 50 miles away, called the store several times, and called the service department several times to get this $4000 purchase right. The service lady I talked to today stated the cushion wasn't ordered until last month. I asked for a refund. She wasn't able to give me a time frame of when I would receive it and wasn't able to send me an email(for documentation purposes) I thought I would call the store one last time to see if they could make things right before I wrote this review. After waiting on hold for a manager for over 10 minutes(a fraction of the time I have been on hold trying to get the cushion), I ended the call.

I am not expecting my refund. If it comes, I will consider it a bonus. The frustration with this store has led me to the point of being done with them. In the future they will not be getting any more of my hard earned money.

Update 12/8/22

The above review was written on 8/16/22. I would like to begin this update by saying the members of the store have been great throughout this process. Especially the manager Ron, and Vaneeta who helped me fill out my order paperwork on 5/2/22. The main issue has been with some of the service department reps and the parts department. As a side note I sent my check and order paperwork on 5/3/22.

On 12/5/22 I decided to attempt resolution once again since I am using my sectional more during the colder months. I rarely sit on the chaise as it is very uncomfortable. My money was indeed never refunded. My check posted on 5/16/22. I cancelled my order and asked for a refund on 8/16/22 when the service department could not give me an ETA on the replacement cushions.

I talked to Ron on 12/5/22. I have been in contact with Zoe for the past 4 days. Zoe responded to this review. I have asked that the cushions be reordered if I could receive them in a timely fashion and without the problems previously experienced. I am trying to convert my left arm facing sofa with chaise to a left arm facing sofa without chaise. In order to do that I need the loveseat cushion set. I have asked that if I can't receive the cushions in a timely fashion, then I would like to exchange my left arm facing sofa with chaise for a left arm facing sofa without chaise.

I have put blankets under the chaise as recommended by the service tech. It was more comfortable, but the chaise piece set several inches above the rest of the sectional. Besides being an eye sore, it was then uncomfortable to lay on the sectional.

Will post another update with the conclusion.

12/14/22 - Received a call from Ron(store manager) today. He stated he put in an order for the replacement cushions today through the service department. Ron asked that the order be expedited.

12/22/22

I received my replacement cushions today and I am very, very pleased. My LAF sofa with chaise has been successfully converted to a LAF sofa without chaise. Now my entire sectional is comfortable and functional. I will be putting my current ottoman where the chaise was and leave it there most of the time. I will be ordering another ottoman to go on the other side of the sectional.

Thank you Zoe, Kareda, and especially Ron from RTG Raleigh for helping me to get these cushions in a timely manner this time! Also thank you customer service and parts department for...

In an age where customer service is paramount and customer reviews are readily accessible via the Internet, it’s astounding how flippant Rooms To Go has been throughout this entire experience.

I purchased a leather ottoman from Rooms To Go on 29 April 2017 and scheduled a home delivery for 6 May 2017. Since then, I have received a total of three damaged ottomans over the course of the 33 days since my initial purchase, having to continually reschedule exchanges and deliveries of “new” damaged ottomans. As a note, Rooms To Go doesn’t carry stock of their product in their retail locations, but in a warehouse located roughly 2-2.5 hours away. Therefore, it’s fairly inconvenient to pick it up yourself, which made delivery a better option (I thought).

After tiring of continually rescheduling deliveries only to receive damaged furniture, I contacted customer service to appeal to them for some resolutions to the problem. The following solutions were provided:

1. Schedule to have another version of the same ottoman delivered. After three tries with this company, I wasn’t interested.

2. Schedule to have a replacement delivered after choosing a different ottoman through their “re-selection” process. The price paid for my current ottoman would be deducted in the purchase of whatever item I selected.

3. Accept the furniture “as is” at (roughly) a 17% discount. This voids the warranty.

I have no guarantee that Rooms To Go can successfully deliver furniture that is not damaged. After a 100% rate of failure in delivering one piece undamaged, even if I did select another ottoman, it would probably arrive defective as well. If I wanted discounted or “as is” furniture I would have shopped at a different store. Paying full price for anything and having a company more or less tell you that your options are to either take a discount, effectively voiding a warranty, or have endless deliveries at the expense of your own time aren’t solutions.

This leads me to the following conclusions:

1. Rooms To Go doesn’t care about monetary loss incurred, because maybe, their products are so cheaply made that the company doesn’t actually take a loss? If this is the case, the cost to create the product may only be somewhere in the ballpark of 10-15% of the retail cost? Rooms To Go possibly generates revenue by selling as much of their product as possible with no regard to the delivered quality. By still pocketing anywhere from 80-90% of the retail value charged (after customers accept an “as is” discount after tiring of endless deliveries of damaged products), they still make a nice profit.

2. Rooms To Go doesn’t care about their reputation or delivering any sort of satisfactory customer service.

The customer service representative (and delivery person) offered to ensure that the next ottoman delivered would be kept in its original packaging. Interestingly, the delivery person told my wife that she should have specified that she wanted the ottoman kept in the box until it was unpacked in our apartment. This standard should have been followed on the first delivery and for that matter on any delivery. The average effort shouldn’t be offered as a solution or going “above and beyond.” Each time the product was delivered inside our apartment, it was typically housed in cellophane with no box.

I) Rooms To Go ottoman delivered on 6 May 2017. Ottoman arrived with extensive water damage inside, brown/green discoloration of the hinge which suggested molding/rust, indicating long-term exposure to moisture.

II) Rooms To Go ottoman delivered on 23 May 2017. One slice mark close to the stitching; one slice mark on bottom left corner.

III) Rooms To Go ottoman delivered on 30 May 2017. Cut mark and small hole on upper side.

23 June Update (Replying to message from owner): All the information regarding my order is stored in Rooms to Go systems, please check there if you are truly concerned, then contact me. Over the course of multiple customer service phone calls with RTG staff, they documented my complaint to process my "As...

The first time I shopped here in 2021, I was aware of furniture being backordered due to the pandemic, so I asked the sales associate if he could guarantee my delivery date- he said yes. The day it was supposed to be delivered, I called to ask where it was and was told that it was pushed back 2 MONTHS. I canceled my order due to the lack of communication and sudden lengthy delay. Fast forward to this month, 2024! My boyfriend and I had a good experience shopping for a couch and decided to purchase one. During the process, I explained my past experience to the sales associate and asked if that would happen again for ANY reason- he said no, absolutely not, it would be delivered on the day we chose for delivery. We live in an apartment, so we needed to reserve the moving elevator and garage, and take work off to be home for delivery. We did so and were very excited. A week after purchasing, I get a call asking when we want it delivered…. They continue to tell me that the delivery date we requested during purchasing, was no longer available… Astonishing. I was so bewildered and explained my situation to both Olivia and Beau over the phone, who seemed optimistic that they could get our couch delivered the date we initially requested and took work off for, and waited to hear back from them. After 3 days, I called THEM again for an update and was told that we were out of luck, and would have to pick a new, later delivery date. Their explanation was that the sales associate was new and had never dated our delivery when we purchased it. Human error, sure, but apparently there was no way to fix it. They claimed that our couch was not in stock and wouldn’t be until weeks later, and that the delivery truck was apparently full and couldn’t deliver anything else that day regardless. It wasn’t until I called and spoke to Sandy with customer care, threatened to cancel, and requested help multiple times, that MAGICALLY our couch was pulled from somewhere (was not out of stock) and put on a delivery truck for our initial delivery date. Although our terrible experience ended well and the problem was resolved, it was completely unacceptable and EXHAUSTING. Why I had to speak to MULTIPLE people before someone could finally help me, is just baffling. The delivery was smooth, although they did show up 30 minutes after I received a text that they were 3 minutes away. Another hassle waiting around. They have some decent furniture and fair prices for lower budgets, so maybe my expectations were set too high, but it’s highly unlikely that we will ever return here or recommend this store to ANYONE going...