We just completed out order with Victoria in the Covington store. She was absolutely wonderful. She was professional and knowledgeable. She didn't have to take the time to go ask other salesmens any questions. SHe made me aware of prices - high or low and always was honest bouot which product is just as good but less expensive. She was tolerant and patient and made requested changes easily. SHe has a very warm and pleasant personality and was easy to work with, SHe also followed up each day, I have not received our purchases yet bc we requested a later arrival. I wll letyou know how that goes! read more

Dan in the Kids section is a huge sweetheart, so hard working he did everything in his power to get me the best price and all the discounts he could find!!!!! I can't wait till my daughter's furniture arrives !!!! so professional and friendly :) if you need kids/Teens Go See Dan!!! read more

I have shopped at this store multiple times. I had not been back in years due to a poor sales and delivery experience awhile back. This time I was pleasantly surprised to meet Jerry, he was friendly, answered my questions and listened to what I wanted to do. I knew exactly what I was looking for when I came in today and had it down to two different dining room sets. We went home to double check measurements and came back, Jerry already had everything ready to go upon our return less than an hour later. I will give the salesperson a 5 and the store options and delivery times a 3, they did not have as many items in stock or on display as pre-covid and the delivery times are months out which I hope is inaccurate and will change, so I think a 4 is a reasonable rating. If you do go to the Covington location Jerry was very easy to work with and we were in and out in no time. I would shop there again and go to the same sales rep again as well. read more

It seems like every day I either see an advertisement, or receive one in the mail from Rooms to Go. The ads make it seem like this is the be all, end all of furniture stores. In reality, it isn't so awesome. I was looking for a reasonably priced mattress and couch. The salesperson was trying to convince me to spend far more money that I wanted to spend. I bailed and they lost the opportunity for a sale. read more

I've purchased from them before and didn't have a problem with the product I received. This time has been a complete nightmare. I purchased a leather set that cost me over 3300 dollars. Beautiful set, and completely excited about the furniture coming into the home. The first delivery was damaged by the delivery people, along with the stucco on the side of my home from the delivery people dropping the sofa on it. Oh...but Rooms to Go did give me 50 bucks as a compensation for it. Anyone that knows stucco, knows this does nothing to help the damage. I then had to schedule for the damage sofa, chair, and ottoman to be replaced. Two seperate redeliveries. One for the chair, which came through looking like a pre-owned piece of furniture (It was). Of course they tell me it was inspected which is why it did not come in packed as new. This was a straight lie considering that the leg was spinning loose, and the chair had scratches and damage on it. I refused the chair and am now waiting another replacement. Sofa and ottoman replacement came today, and same thing. Spinning legs, stripped screws, and ottoman came damaged, Sofa looks used and is obviously refurbished. You can see where they replaced the leather top of one seat and the rest of the sofa looks wrinkled and used. It's not much to ask for NEW furniture for the furniture that I have yet to recieve NEW. After this third attempt of delivery, and now with worse furniture than when I started, I'm done. At this point I'm hoping that I can just get my money back and go somewhere else. I hate the fact that I won't get the set I've had my heart set on (I loved the look in our living room), and that we'll be sitting on the floor until we get a new set. Called Customer Care and asked for a manager since this was an ongoing issue. I'm not one to get angry at people that are handling the failure of other people in the process, so I'm careful to not allow my frustration to creep into the conversation with customer care. I do calmly explain my case and frustration with the situation. As I'm going over the notes on my account and what has happened so far, the lady must have felt that she did not want to deal with the situation. She simply hung up the phone call, and I'm once again on hold for someone. She hasn't attempted a call back and it's been 15 minutes since I've been on hold. Pics down below show todays new furniture that was delivered. Hole in the bottom material of ottoman, stipped screws and spinning legs not pictured, tear in the button of sofa, threads hanging out of sofa, nail about to come through the leather at the bottom part of sofa, and a shot of the sofa from the top. You decide. Look at the dimpling in the sofa that shows the wrinkles. The wrinkles are made from use, and come with little time of continued sitting. You can see that all of the sofa came in with wrinkles around the dimples, except for the right seat cushion. There is no way this is new. All of the replacement furniture has been like this. Got off the phone with customer service and they are sending all three pieces in the new wrapping. They apologize and insist that their policy is not to replace with used furniture. I told them that someone locally is doing this then. Not sure if this is a call being done by the local manager. Someone is sending used or refurbished furniture. I'll send an update when the replacements come. Can't load pics. Please look at the google review for pics. read more

We were sold by the look of the furniture and purchased a $3k room set. The quality of the coffee table is poor. If you want a coffee table for a year, buy this one. If you want it to last longer, don't buy this one and certainly don't buy any from Rooms To Go. One week after delivery, one of the handles on the trunk/storage style coffee table broke. We should have called it in to Customer Service, but did not b/c we just figured we didn't need it anyway. It was annoying that it happened, but life goes on. Now, 30 some odd days after our warranty expired, one of the doors came off its hinges. They sent a tech to interrogate my wife about how it happened. She's too polite to tell him that the table is garbage, but I don't suffer from politeness. And today, we get the phone call "Sorry, out of warranty. This isn't a manufacturer defect". Customer Service is by phone only. I called store. The office manager stated, "I really don't handle stuff like that at the store". Waiting for supervisor from Customer Service to call me back. I'm hoping they can work with us on this since we just passed warranty. And maybe this isn't a manufacturer defect. If it isn't, then the manufacturer intended for this to last just past one year. Well played, Rooms To Go. If they make it right, then I'll update this review if I can. If not, then well, no repeat business from this guy. read more

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I recently purchased a sofa & love seat combination from these guys - and I have a few comments. I'll start with the good: 1. Overall, the prices were reasonable 2. Delivery was professional and well within the given four-hour window. 3. I'm pleased with the furniture. And now the bad: 1. Very aggressive salespeople. Yes, it's their job to "always be closing" but give me a few minutes to check out the merchandise. 2. This is the biggie- during the sales pitch I vaguely remember the sales associate mentioning something about stain proofing and an extended warranty. However, when it came time to pay the invoice the total was about $100 more than it should have been. I questioned the amount and was told that it included the stain proofing and extended warranty. I pointed out that I had never been told the price of the warranty much less agreed to purchase it. To make a long story short, after a discussion with the store manager I decided to keep the warranty. But it does make me wonder how many people may have purchased an extended warranty they really didn't want or need. This, in my opinion, is borderline fraud. Bottom line: Not a bad place to buy reasonably priced furniture but make damn sure you review your invoice before you pay. read more

Extremely unprofessional . Bought furniture 2 weeks ago. Got delivery in 2 days but bed legs broken . We returned it and was promised to get new ones . Didn't hear for 4 days so called the the customer service who have no idea about the recall. Got another delivery date a week later . Guys showed up but realized that don't have equipment to put together the bed . So now waiting for another appointment which God knows when that would be . Sleeping on the floor for 2 weeks . Will never buy from them again read more

We bought 2-sofas in May, couldn't be deliver until July! July they tell us they will be here between 1 an 4...... at 4 they cal and say they will here at 6 ...... at 6 they called to cancel our delivery! My wife threw a fit, they said ok, it will be there before 10pm....... meanwhile she was not able to leave our house the whole day.... they have a I don't give a s@&t attitude..... Never again will we buy from Rooms to go.... if you do, good luck! When they screw you on your delivery, Remember I warned you. read more

Love seat was damaged when delivered took several months to get service out there to tell me that they are not responsible for the damage caused by their employee...refusing to replace the love seat...beyond angry with them...I paid over 3500 for the sectional that is damaged plus paid extra for a warranty that they refuse to honor...will NEVER go their again.... read more

And here is the next chapter: After one month of waiting for our refund after they picked up the wrong product that they delivered I got fed up and called the store . They said nothing happened because our paperwork was misplaced. Then when I reminded her of our unfortunate experience she remembered and said she would refund us all our money minus $150. For delivery fee. We reminded her that it was a pick up fee after they gave us the wrong couch. She was sorry but that was policy. I reminded her that the manager apologized profusely, the clerk apologized for her mistake and now it seems they still wanted to make some money off of their mistake. After 30 minutes of reminding her of the facts she said it was all a mistake and those were taxes that she would remove. She then said she would process the refund which would be complete in two weeks. So, now we are week number 5 and we are still waiting.... this store management should apologize and be ashamed at their arrogance and frankly their stupidity. Never again read more

WARNING: DO NOT SHOP AT ROOMS TO GO!!! I am having THE WORST experience with their customer service!!! I have been on the phone today TWICE WITH CUSTOMER SERVICE and TWICE WITH THE STORE and am getting the run-a-round on both sides!!! THIS IS NOT THE FIRST ISSUE WE HAVE HAD WITH ROOMS TO GO....THEIR SERVICE IS PERPETUALLY HORRIBLE!!! I guess the problem is with me because I honestly keep wanting to give them a chance...only to be disappointed time and time again. We recently purchased a new sofa and when it was delivered I had a tear in the back of it, the stitching was off and the entire back of the frame was warped. Furthermore, when the delivery men left they failed to put the legs on the sofa so it was LITERALLY sitting flat on the floor! WE REQUESTED A COMPLETE REFUND FOR THE SOFA...INCLUDING ALL DELIVERY CHARGES AND UNNECESSARY UPCHARGES!!! However; only one hour after delivery the store had the nerve to say that we could not be refunded the full price of the sofa and that they will "only trade it out for the exact piece" (of junk)...MINUS THE UPCHARGE AND DELIVERY!!!???? So, with our hands tied we pick out another sofa because now we are stuck buying another piece of junk from this store since we cannot get our rightful refund!!! We did pick out a new sofa and less than ONE MONTH later the cushions are frayed...the material is cheap and the overall quality of the sofa is poor! THIS IS RIDICULOUS!!!! We are told that this was an "EXPERIMENTAL FABRIC" that RTG was "TESTING" as the manager of the store (WILL) literally hid in the back from us. We could see him back there avoiding us because he did not want to take responsibility or accountability for the horrendous customer service his store was offering. So, we contacted corporate again and they told us there was nothing they could do about this. I WANT TO BE DONE WITH THIS STORE...AND ONLY WANT MY ACCURATE FULL REFUND!!!! DOES ANYONE OUT THERE KNOW WHAT MY LEGAL RECOURSE IS IN THIS SITUATION??? MY NEXT STEP IN THE PROCESS IS TO GET THE BETTER BUSINESS BUREAU INVOLVED BECAUSE THIS IS BEYOND RIDICULOUS!!!! read more

Do Not Buy here!!! I have never written a bad review ever. Not usually in my nature, but we ordered mattresses from a super nice and helpful salesman, and was promised 3 times and in writing they would take the old ones away. Now I cannot get in touch with anyone. They said they would send the truck to come back for them (not yet), customer service is completely unhelpful, and one lady then told me they don't haul away old mattresses (we have it in writing that they said they would). Worst experience ever. read more

Purchased two leather sectionals. Expensive but what we wanted. Told the salesman (who we liked), to make sure the delivery was NOT in a big truck because they would not be able to get to our home. Well, you guessed it, when they called from the truck on delivery day they were in an 18 wheeler. We had already prepared our den and were sitting on "temporary" furniture. Instead of taking care of us right away, they chose to take another two days for delivery. We were promised a refund of the delivery charge due to the inconvenience. That was two weeks ago and we're still waiting! Funny how they want full payment at the time of the sale but take forever (and several phone calls) to refund charges. I am amazed how some companies stay in business. New post: well, it is now several weeks later and STILL no refund. Got an incredible "run around" from the store manager, customer service rep, and service supervisor. They stated that it's because of an "old" order, and then a "new" order. Blah, blah, blah. Needless to say, it is highly unlikely that I will ever go into a Rooms To Go for anything. Oh, the frosting on the cake is that one of the sofas needs a repair already. Aargh! I would give RTG zero stars if I could. Even newer post: Glad to say we finally got our refund. It's a shame management takes so long to resolve these matters. Obviously they do not comprehend that this lack of service causes customers to go elsewhere in the future. One final note, one motorized recliner has to be replaced. Oh joy! read more

The salesman Nick was awesome. He worked extremely hard to earn my business! However very disappointed in the way the management handled customer service practices, super poorly and actually have and take it or leave it ATTITUDE ! They should take a class on how to treat customers . Super bad on making any concessions to the customer! Very disapponting ! BEAUTIFUL showroom! Ugly management Attitude! read more

So far I am totally unimpressed. We went in on a Saturday and were helped by Ronnie. My husband and I are relocating and my dad wanted to gift us with some furniture as a housewarming / congratulation gift. We went through what we wanted etc and Ronnie showed us where to sign. He told us that the order would be flipped over to the Texas store and they would contact me regarding delivery. We left feeling great. An awesome set at a great price and it was soo easy. I waited patiently until the following Thursday for a call but nothing happened. I called the Covington office and was told that the order had been flipped and that she couldn't help me any further. She then went on to tell me that my dad had signed in the wrong places and that he needed to come back. I explained that he signed where ronnie had told him to and that seeing as my dad lived 40 minutes away that was pretty inconvenient, especially as it's due to their incompetence. The assistant manager came on the line and was extremely rude and unhelpful. Pretty much telling me that it was our fault and our problem. He wouldn't even tell me his name when I said they we were going to be coming there reluctantly. He didn't even apologize. He said thats what they called me about but I called them!! Would they have called me? I don't think so as communication doesn't seem to be their strength. About 15 minutes after this call a nice lady from accounting called and told me that the following day we could go to the outlet center near out home and sign the paperwork instead. Still no apology though. To top it off I found out today that they lied to me about flipping over the order!! Completely incompetent, unprofessional and rude. Zero points for customer service. read more

Totally feel ripped off! After shopping all day, we made 1 last stop at Rooms To Go. Liked a leather sofa with electric recline. Salesman assured us that the mechanisms and stain protection were warranted for 3 years with purchase of extended warranty. Delivery came and got a damaged unit...leather torn. Waited 1 1/2 weeks for replacement. Then I get a phone call offering me mechanism warranty for a fee. I say I already purchased and am corrected. Only stain protection. Store verifies and says "sorry" and I feel very angry. We asked and asked about the warranty and was down right lied to about what it covers! Of course the sofas are not holding up and haven't made payment #1 on it. Stay away from Rooms To Go!! read more

I loved their selection. They had a variety of pieces that we liked. The prices were lil high but not too extreme. The salesman was polite and patient and knew his product. We did have some problems. A Tv stand that a prior salesman told us would always be there wasn't. We ordered some white bar stools but they delivered brown ones. The additional fees were outrageous. We paid 4000 for furniture and another 1300 in other charges. They charged us 400 just for delivery and setup. read more

I read the bad reviews. My experience was quite the opposite. Salesperson was Lisa. Extremely helpful and nothing is too much trouble for her. Did not feel any pressure to buy. Her job was to help us during our time searching for the sofas we were looking for. She was excellent. Had sofas delivered and used them for a couple of weeks. Proved to be inadequate and very uncomfortable. At this point you have to deal with customer service. They sent out new sofas against our advice. They finally agreed to allow us to choose a new style of sofa. Went back to the store and dealt with Lisa again. Very nice and very helpful. Took as much time with us as we needed. Nothing monetarily for her to gain by dealing with us as the sale had been made already and this was just a swap out. Also had to deal with the store manager, Carl. Fantastic guy. Every problem we had was dealt with in a professional, friendly manner by extremely nice people. I couldn't have been treated any better if my family owned the store. read more

This business needs to rethink it's policies. I decided to purchase a discontinued mattress because I loved it. The only one left was a floor model. Actually had my credit card out till I was told there was NO DELIVERY, NO REMOVAL of Old mattress or WARRANTY on floor models. All of which I HAD to have. So I found another floor model at Mattress Plus that offered all of those things. Rooms to Go you lost out on a sale! read more

Never buy from this place. Everything is cheap for a reason. I have had about 7 handles break off of my bedroom furniture set in 3 years and now I go to order 2 more and conveniently they can no longer get them from the vendor and I was told by the customer service representative that I am going to have to go to a hardware store and find something that will be similar. But they had no problem telling me on the phone "oh yea just send a check and we will send them out to you". Now I find out they can't get them anymore AND they cashed my check knowing they didn't have them. So now I'm told I have to wait a month to get my refund...if THAT even happens. So now I have to watch my bank account to see if they actually do refund my money. DO NOT DEAL WITH THIS PLACE!!! read more

Dirty stains on white furniture on two deliveries and I get the run around on any refund of delivery fee or any hint of customer service! Will see what third time delivers...after reading other posts I'm not hopeful that anyone at this organization will even care about making it right. I'm done with this company! read more

Not happy! This place is hard to do business with. They look for every opportunity to up sell. I know what I want, I told you what I want. Please listen to me. On to the billing. Set up direct payment from my checking to them, My mistake I put in one wrong number, it did not go threw. Twenty five dollar return check fee, upped my monthly payment. Buyer beware, if it's too good to be true no interest for 2 years, they will find a way to take that away. They all so wanted a down payment of $600.00, when I was ready to walk the took it down to $300.00. read more

Worst experience ever. The sales lady was terrible, never showed me what I was interested in. Then she showed me a chair that was completely different than what I bought. The chair was so uncomfortable no one could sit in it. I went back the next day to complain and to return it and.......listen to this........ the manager said that the 100% guarantee did not apply once the item left the store!!!! What kind of store policy is that. The chair cost $600.00 and I see them now for $299. It is one of those electric chairs and it is terrible. I went back three times and no satisfaction. Plus the furniture is so cheaply made. This was not the only bad experience I had with them. Will NEVER, NEVER buy from them again. read more

Don't purchase any furniture from this place. You can NEVER get someone on the phone( I am not talking about the 1800 customer service number, it's the number to the actual store in Covington). if they don't want to answer your call, it means they only want you to come in and buy stuff but don't want to take care of you after the purchase. Not only their service is awful, the furnitures are not good quality. The drawers are so cheaply made, you can hardly put anything in them. And don't let them talk you into buying anything other than what you want. read more

Terrible store, service and products. Weeks to deliver product. We bought a sectional set of leather recliners and, conveniently just after the 12 month warranty ended, one of them broke and no longer works under power. Our credit card company will cover the repair, but the store and phone number help line refuse to even tell us an authorized repair company for the garbage they sold. Yet another business with absolutely no customer service or help at all. $1500 worth of furniture should not be breaking in 14 months. read more

Run! Their furniture is nice. However, they take months to deliver and will send you a bill to pay while you wait months for them to get the furniture which is on back order . They set up a delivery time, then call to say that they can deliver when they know you are at work, then when you call to reschedule a delivery they say that it went back to the warehouse where they gave your order to someone else. So basically, you are going to pay for furniture you don t get for months. I m still waiting rooms to go. Going to report them to the better business bureau. I got only part of my order still waiting on some night stands. Only got the bed and one dresser. I will be waiting months + while getting charged for the night stands, canopy, posts, and dresser. Run, Run, Run! Other companies can do better. read more

I bought a sofa set and bedroom set there told me that bedroom set will be in in two weeks call a day before delivery said they didn't know why they told me that it will be in in two weeks said it will be two half months till it come in. Sofa set had problems since I had it they came out three times already to fix problem now it falling apart again ask to replace it with new one said they can't help me never will by from rooms to go ever read more

On 4/20/13 I purchased a sectional from rooms to go order # 17295098 from Lisa. In the amount of 1,277.00 for the couch and was explained and demonstrated on the benefits of Force field fabric protection which included a 36 month warranty. From food and beverage stains, which the amount for this product was $120.00 which I purchased with the couch for the warranty and added benefit it was suppose to have offered the couch for protection from stains. On 10/9/13 I called customer service to report a stain after trying to remove stain with cleaner provide with the sectional and warranty. I was unsuccessful in removing the stain and rooms to go advised me a certified rooms to go technician would come out and attempt to remove the stains that I was unsuccessful at doing. After the technician showed up and tried his luck and was unsuccessful. He recommended a professional steam clean service that I would be responsible to pay for! As per rooms to go warranty states if I and the technician are unsuccessful at removing the stains it's to be replaced or the owner may select a new piece of furniture equal in value and quality to the original. After waiting 3 to 5 days for a customer service rep to give me a call back about the issue she informed me my food and beverage stains were not covered under the warranty and I was on my own as far as replacement or cleaning. This is after spending hours on the phones and arguing for something I had paid to protect. Nothing was ever resolved with this issue. 2 years later I spilled coffee on the arm of the sectional and again applied my cleaner and called rooms to go once again told them what had happened. And once again had to wait for a technician to show up only to tell me theirs nothing he can do other than recommend a steam cleaning. I ask to speak with his supervisor and he implied that same response. The technician took pictures and left, I called customer service once again and ask about the warranty details on thier website. After asking to speak to her manager she transferred me to Savon Jackson telephone number 1-813-627-3527 and email address Sjackson@roomstogo.com and sending him pictures of the couch he again confirmed, that my stains was not food and beverage but soil, dirt, and even accused me of a blood stain which is fruit punch from my 3 kids. Mr. Jackson was not helpful and continued to say the food and beverage stains was not on the couch and it was soil and that's not covered under the warranty! I then asked to be transferred to his manager which her name was Mindy Cody telephone number 1-813-635-3109. She had also stated the same exact response, refused to transfer to a different manager and was insulting! I finally after 1 hour 45 minutes got Greg Johnson Customer service manager telephone number 1-813-635-3059. After speaking to Greg for the better part of a hour. He agreed with all the reps before him, I questioned the training the technician had to determine stain types and how they personally determined a stain over pictures he had no answers, nor if the technician was a expect in knowing the difference, between all stains it seems as I did a little home work online this was a common issue and response they give to customers NOT to honor the warranty. The technician Timothy clearly stated to me it was food and beverage stains, and wrote on my consent form for the pictures "still spots from last spot cleaning from technician which happened to be him 2 year prior. Which he happened to be the original technician sent the first time GO figure! Greg offered to look into the issue and give me a call the following day! Which I had to call him back, he offered to refund the warranty money and steam clean the couch at no charge. Per rooms to go warranty it's either to be replaced or owner may select a new piece of furniture equal in value and quality to the original. I followed every step with the warranty and I am being cheated out of what I paid for from rooms to go! They practice deceptive sales practices and follow it up with worse customer service, Over the years I have refurnished my home with your company and this is by far the worse experience I have EVER received from customer service in the retail market. BBB complaint # 67336842 I will reach out to all social media outlets and share my horrible experience! And will take legal action if need be! read more

I went furniture shopping for my living room today at rooms to go, and was told that it would cost $129 per ROOM for delivery. After I picked out the style that i like, I chose a 5 piece living room package for $1999 instead of the whole room package which include an additional TV table and free TV for $3299. The reason that I chose the 5-piece is because I really didn't like the TV table and I already have TV at home. So I went and pick out another TV table that I like. When checking out, this sales lady told me that I have to pay additional $69 delivery fee for the TV table. I explained that all the furniture are just for one room, and I shouldn't be charged more. Well, she said that I could avoid the extra charge by purchasing the whole room package and if i don't like the TV table i can upgrade it to the one that I like. Of course, I have to pay the upgrade fee. This is just ridiculous! The TV table that I picked out is only $450, and they insist on charging $69 delivery fee! It's not like they have to make two trips. Worst of all, this sales lady didn't seem to want to make a sale, because she was talking to me while she sitting in a sofa and reading a newspaper! I went elsewhere and purchased my living room furniture and ONLY paid $89 for delivery. read more

I will NEVER shop at Rooms To Go again! I can't even talk to their corporate offices which goes to show they are not helpful to their customers at all. This company loves to rip off customers for every cent. It is such bullsh*t. I've called multiple times and keep getting the same lady telling me there's not refund, she interrupted me multiple times and they took advantage of the fact I'm a young person who has never bought furniture before.. I am absolutely appalled and wish I could rip this damn company a new one. read more

Overall the furniture was nice and not at a bad cost. Its is the delivery that earns them my never come back again status. I was told at the time of purchase I would get a call the day prior with a 4 hour delivery window. The day prior it didn't come, I called the service desk and was told that whoever placed the order put "all day delivery" in the comments. Which means they come at any time between 7am and 10pm!!!! what kind of window is that? totally wasted day thanks to them. read more

I will never buy from rooms to go again. I spent over $2,000. I was told my head board and foot board will be delivered August 12,2014 and now they call me 3 days before saying it won't come in until October 29,2014. I took off work so I could be home all day and wait for the bed. I tried to see if they could go down on shipping since it was $155 and they said no. I sold my recent bed set thinking it will come in on time but no, I'm on an air mattress and can't wait till October. Not to mention I'm pregnant and expecting any day now. I also bought a couch and the sales paper said the price is $988.00 but when I got there they changed it to $999.99. So be careful with the price. The customer service is horrible and I will be contacting the business bureau. They told me they didn't see where the shipping was coming in on tue and I told them it's on my paper work I have and someone called me saying it wouldn't come in till OCt. And they said oh yes I do see it. read more