If you're thinking about buying from Rooms To Go, read this before you do--because my experience with their refund process was an exhausting, confusing, and unnecessarily drawn-out ordeal that turned a simple return into a multi-week headache.
I made a purchase on May 6th. At the time of sale, I specifically asked the associate who made the sale with me about what would happen if the furniture didn't work out. I was told that if I didn't want the items upon delivery, I should have the delivery team take everything back immediately, as that would be the only way that I'd be eligible for a refund, and then simply return to the store to receive my refund right away. That was the only process explained to me.
Fast forward to delivery day on May 12th. The furniture was delivered and set up, but after seeing it in my home, it unfortunately didn't work out as planned or meet my expectations the way I had hoped. I immediately requested that the delivery team take the merchandise back with them before leaving my residence. I then went back to the store expecting a straightforward refund.
Instead, I was told a completely different story--that my refund couldn't be issued until the returned merchandise reached their warehouse for "inventory processing." That directly contradicted what I had been told at the time of purchase.
From there, the situation only got worse.
I was told to come back the next day. I did. Same result--still no refund. I was then told refunds would automatically return to my debit card once issued, only to later find out that wasn't accurate either.
Over the next several days (May 12th-May 15th), I had to repeatedly return to the store or follow up just to get basic, consistent information. Each visit brought a new explanation or delay. At one point I was told their system wasn't working properly, which further stalled the refund process.
On May 15th, I was finally told my refund had been "issued." However, I later learned from corporate, upon calling, that it was not actually processed until May 19th--four days after I was told it had already been handled.
Now, as of May 26th, I'm still waiting on my money. I've been informed by Rooms To Go corporate, processing could take 5-1O additional business days from that date, meaning I may not see my refund until early June--nearly a month after the original purchase and over two weeks after returning the items.
What makes this so frustrating is not just the delay itself, but the lack of clear, consistent communication. I was given multiple explanations that didn't align with each other, and what I was initially told at the time of purchase turned out not to reflect the actual refund process at all.
This entire experience turned what should have been a simple return into repeated trips, conflicting information, and long waiting periods with no clear timeline.
If you're considering buying from Rooms To Go, be aware that the refund process may not be as immediate or straightforward as you're led to believe at the point of sale by their team. What was communicated to me and what actually happened were very different experiences, and the gap between those two is what caused the frustration.
In my experience, the staff came across as unprepared when it came to properly explaining the refund policy and timeline. It also felt like important details were not clearly communicated at the time of sale, which led to avoidable confusion and delays.
The staff is clearly incompetent as it pertains to their refund policy and procedure as well as the turnaround time to issue your refund and incredibly deceitful, intentionally withholding information so as not to jeopardize a sale and lose a potential commission. So I say this again:
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