Rooms To Go — Local services in Sugar Hill

Editing the review with the hope of a good outcome.

** Update - After posting my review publicly, the local manager from the Buford Rooms To Go reached out to me directly. He listened, understood the situation, and offered a solution.

I really appreciate him taking the time to work through this with us and make it right.

While the process to get here was frustrating and I had to unfortunately go public to be heard, I’m grateful the store leadership ultimately wants to resolved the issue fairly. Thank you to the manager for stepping in and ensuring a positive outcome.

I find it extremely concerning that a company handling thousands of dollars of customers’ money places that responsibility in the hands of sales staff who lack adequate product knowledge.

I’m deeply disappointed with my experience at Rooms To Go Buford and how corporate has handled it. I purchased a Sealy Posturepedic Albany Firm mattress on July 27, 2025, after testing a floor model in the showroom that felt soft-to-medium. I was told the mattress I’d receive would feel just like that model.

When it was delivered on August 1st, I immediately realized it was extremely hard — nothing like what I tested. I called the store within 15 minutes of delivery to report the issue. The salesperson told me I had to keep it for 30 days, even though I explained it was not the same feel as what was shown on the floor.

I called multiple times asking to speak with a manager and was denied every time, only redirected back to the salesperson. I also contacted corporate, who told me they couldn’t override the store’s decision — leaving me stuck with a mattress I never would have agreed to purchase had I known the truth.

I even offered to pay the price difference to upgrade to the Sealy Posturepedic Hybrid Medium — a mattress I had tested elsewhere and knew to be a true medium feel. I wasn’t asking for a free replacement, just for a fair resolution.

To be clear: this is not a comfort issue. This is misrepresentation. The floor model I tested was softened from long-term use, including countless customers reclining and adjusting it with an adjustable base. The new mattress was nowhere near that feel, and it never will be — even after 30 days. I even called another Rooms To Go and they said that mattress should not have been sold to me based off everything we told the saleslady we wanted. I will now have to wait three more weeks to exchange the mattress and that is three weeks of very little sleep.

I’ve since filed a formal complaint with the Georgia Consumer Protection Division, and I’m considering a credit card dispute.

This was preventable and could have been resolved easily. Instead, I was ignored and dismissed. I would not recommend Rooms To Go based on...

Hi future RTG customer! From the start the customer experience that I have had from Rooms To Go has been the single worst one compared to any other furniture store. From pushy sales tactics in stores, to horrible online options for order management. I don't have a single good thing to say about them. If you have any respect for your personal finances and enjoy having visibility and the ability to manage them DO NOT finance anything here.

Our sales representative stated that we should add more on to our order during their sale even though we expressed we were shopping around. The sales rep states we can ALWAYS edit our order prior to delivery and made it seem like a simple thing we can do. Unfortunately, when you buy from them in store they control everything, and you cant edit or manage the order what so ever. I have had to go in store three times now just to get items removed we no longer wanted to purchase. We even got an upset phone call from the rep bombarding us why we wanted to cancel an item. They are allowing the commission get to their heads rather than actually trying to maintain our business. We shared why we want to cancel and he scoffed in frustration, said "okay" and hung up.

I canceled my tempurpedic mattress and now I have a random $300 charge on my order. I went in person to see what this was, as it was listed as a charge for a tempurpedic mattress meaning they are charging me for something I didn't even purchase. After expressing this to their unhelpful "customer service" they said they would credit my credit card the $300 plus $18 tax for this random charge. Suddenly a new order appeared on my app for $318.00. Then I looked at my credit card statement and it reflects a charge for $318.00 and then a credit for $318.00 meanwhile my original order still has a $300 charge!!! I called to express concerns, but of course no one was able to help and they have to call me back later to possibly correct it.

I regret stepping foot in to this store. All they care about is sales and none of the reps are trained for customer care or have any idea how to address issues. They wait for people to walk in the door and stare you down like you're prey.

If you find something you truly LOVE just go online and buy it yourself!! You will be more happy and honestly you will get the best PRICE.

Also btw - they always have sales so don't get pressured to buy because the deal is ending! They will say anything to SELL an item.

I'm still waiting to receive my order, with my experience so far I am sure that there will be more issues to come....

If you want to buy any type of furniture for your home, Rooms to go is the worst decision you can make, speaking from the salespeople, to the delivery people, the delivery service, customer service, they have no professional ethics and if you think that calling or going to the store can solve it, you are wrong. They are the biggest liars I have ever met.

First of all, at the time of purchase, they gave me false information and then they did not have a sincere and clear answer, they always went off on tangents and told lie after lie, making me believe they were helping.

I spoke with three different people and no one could resolve anything, the first was Sandra from customer service, I trusted her and after that she never showed up again, then I spoke with Julie and more of the same, but the biggest liar of all is Elliot the salesman who, to earn a commission, gave false information and never showed up, always making excuses saying he was sick.

I was told I could go to another Rooms to Go and pick out another piece of furniture, but at the new location, they told me there was nothing they could do and that everything had to be done at the same location as the original purchase.

The delivery guy even lied, saying he had his manager on the phone and that he would deliver the rest of the pieces for my bed frame on Friday of that same week—another lie. If that weren't enough, the delivery guys were completely careless during the delivery, even though they were told the walls were freshly painted, leaving dirt stains all over the white wall.

They also made a hole in the wall with their boots. I'm still waiting for a call from customer service to resolve this last issue. I sincerely doubt anything will be resolved, and since I can't do more, I'll at least explain my situation here so they can take precautions and avoid the same thing from happening to others.

If you are thinking about purchasing furniture for your home, please save your money and please go to Georgia’s Furniture mart, Havertys or even IKEA any of these locations are more helpful and have a signifyingly better customer support. If i could I would give them Zero stars. Thank you...