I am very pleased to visit room to go today. Very nice team, friendly and professional, make you feel comfortable. Very good experience

# ★☆☆☆☆ Save Yourself the Headache My experience with Rooms To Go has been one of the worst retail experiences I've had. I spent over $10k on what was supposed to be a premium Tempur-Pedic mattress, only to have it arrive with an overwhelming chemical odor that filled my bedroom and made it unpleasant to sleep in. This was not a minor "new mattress smell"—it was strong enough that I had to air out the room, and the odor persisted. Recognizing that something wasn't right, I contacted Rooms To Go **on the second day after delivery** to report the issue and ask for help. I acted immediately because I genuinely wanted a solution. Because of the strong odor, I requested a **full refund**. Rooms To Go declined my request. While they were willing to exchange the mattress, they would not provide a refund. After spending thousands of dollars on what was supposed to be a premium product, I was disappointed that I wasn't given the option to receive my money back despite reporting the issue almost immediately after delivery. To be fair, I made every effort to work with Rooms To Go. My salesperson provided me with a list of alternative mattresses to try. I visited my local Rooms To Go store to test the recommended mattresses, and when a recommended model wasn't available there, I went to other mattress retailers just to try it before making a decision. I invested my own time and effort because I genuinely wanted to find a solution that worked for both of us. During that process, I also visited **Mattress Firm** and learned that they offer a sleep trial with a **full refund, minus the delivery fee**, if the mattress isn't the right fit. Seeing another major mattress retailer stand behind its products with a more customer-friendly return policy made my experience with Rooms To Go even more disappointing. What made the situation even more frustrating was my experience with the return policy. During the sales process, I was repeatedly told by the salesperson that I could return the mattress within **30 to 90 days** if I wasn't satisfied. Based on those conversations, I believed I had a reasonable opportunity to evaluate such a major purchase. However, when I contacted customer service just two days after delivery because of the strong odor, my experience did not match what I believed had been explained to me. From my perspective, the return policy was misleading based on the information I received during the sales process. I didn't stop after my initial call. I emailed the managers at the store where I made my purchase, contacted Rooms To Go Customer Service, and requested that my case be escalated to higher management. Despite making every reasonable effort to resolve this issue professionally, I still have not received what I believe is a fair resolution. When you spend thousands of dollars on a premium mattress, you expect a premium product, honest communication, and customer service that stands behind what it sells. Unfortunately, that was not my experience. If you're considering buying a mattress from Rooms To Go, I strongly encourage you to get the return policy in writing, ask detailed questions about any exclusions, and make sure you fully understand your options before completing your purchase. Based on my experience, I cannot recommend Rooms To Go. I reported the issue almost immediately after delivery, requested a full refund, considered the exchange options, followed every recommendation, explored alternative mattresses, contacted multiple levels of management, and exhausted every reasonable avenue to resolve the matter. Instead of standing behind a premium product, Rooms To Go refused to issue a refund and limited my options to exchanging the mattress. That experience has permanently affected my confidence in the company, and I will be taking my business elsewhere.