Complaints

This profile includes complaints for Rooms To Go's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Rooms To Go

  11540 E US Highway 92 Seffner, FL 33584-7346

  
• 

  Rooms To Go

  1821 W Brandon Blvd Brandon, FL 33511-4811

  
• 

  Rooms To Go

  3520 Tamiami Trl N Naples, FL 34103-3703

  
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  Rooms To Go

  6889 W Newberry Rd Gainesville, FL 32605-4314

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  Rooms To Go

  8620 Jw Clay Blvd Charlotte, NC 28262-8418

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/19/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Greetings. I purchased two paintings that were displayed on Rooms To Go showroom floor. I saw the pictures in passing because they were hung on their wall. I told the associate that I would like to purchase the two framed pieces of art. I made the purchase and when I picked them up from the pickup area, they were completely wrapped in bubble wrapping paper. When I got home and removed the bubble wrap, I saw a warning sign on the back of the paintings stating the items contain lead and lead components and other chemicals known to cause cancer in the state of **********. I immediately looked at my receipt/printout to check to see if anything notified me of such a warning. Surely something should be noted about the items containing Lead. There was nothing listed. While searching for the information, I saw the items were a final sale. Im a landlord and this important information must be revealed to tenants/potential tenants and they must sign a document stating they are aware. The *** requires proper notification for furniture as well. This information was completely hidden from me by the associates at Rooms To Go. There was no way for me to even see it until I got the items home. It was on their wall, revealing the front and the four sides, but the back was completely hidden. In addition, at pickup the warning was also completely hidden because the associates had already bubble wrapped both paintings entirely. I called corporate and they referred back to the store. I called the store and spoke to Sacillia. She kept quoting that all sales are final and was very rude and hung up abruptly while I was in mid sentence. I wasnt even arguing, I was explaining to her that the warning label was completely hidden and that as a consumer of any product containing lead, I was not properly notified. Theres no way I would have known. I have small children at home. I merely asked her for an exchange and she refused. This is completely mind boggling.Respectfully Dr. ******* ******

  

  Business Response

  Date: 03/20/2025

  Dear BBB,
  
  This is in response to this claim.
  
  Our office has reached out to the showroom management team in order to investigate the allegations further. In the interest of customer care,they will be in communication with our customer to discuss options that may be possible.
  
  We trust this claim this action will settle this claim.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 03/23/2025

   
  Better Business Bureau:
  
  I did receive a phone call from Rooms To Go and appreciate Abigel for her willingness to help me. She would be a huge reason I would continue to do business with Rooms To Go. The other two members of management that I encountered, **** and *******, were completely disappointing and rude for no apparent reason. I have never experienced such. They would not even listen to my complaints. They kept repeating the final sale policy as if they were robots or regular associates. In addition, after Abigels notated solution/resolution, **** still gave my husband and I a hard time while at the store exchanging the items. The management team should listen to customers and politely try to find a resolution if possible.  In conclusion, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Dr. ******* ******

• Initial Complaint

  Date:03/17/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 25, we purchased two bedroom dressers online: ******** Light ***** dressers and ******** Light ***** Chest. We were informed that they would ship out at the beginning of March by vender. However, we received no corresponding email and were not notified when they were shipped. We continuously monitored the order status, but there were no updates indicating that the shipment had occurred.Surprisingly, the order was shipped yesterday, and my son received the items.However, there is a significant issue. The dressers do not match the names we had originally selected. They were delivered with different names, which contradicts the names we had chosen for the items. Even the colors are wrong We contacted customer service, but they informed us that we needed to return to the store since the order was placed through a shopping cart that the store had sent us.. We attempted to contact the store, but they were unable to provide assistance. They requested that we compose an email to initiate a return process. Even though their website says we have 48 hours upon delivery to return the item.Despite our efforts, the store has been unhelpful. They refuse to take action to rectify the situation, even if we were to initiate a return. Consequently, we are now compelled to write an email to request a refund. However, there is no guarantee that they will accept the return or provide any compensation for the inconvenience caused.Furthermore, upon further investigation, we discovered that the names of the dressers that were sent to us correspond to items that are available at ********** for a significantly lower price. This situation is highly suspicious and resembles a scam. Therefore, we strongly advise against purchasing items from Rooms To Go and exercise caution when making online purchases.

  

  Business Response

  Date: 03/27/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  A resolution has been agreed upon with our customer and their concerns have been addressed.
  
  We trust this claim is settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 03/27/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:03/15/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a sofa for $50/month for 50 months. They are charging Me $119/month. Which I cannot Afford. It had to have been a glitch on their website. Priory to delivery I have been calling them and they refer me To synchrony bank and synchrony bank refers me back to Rooms To go.I Told them to come pick up the furniture and they wont. Ill go Get a lawn chair. Im 61 on a fixed income and I would never sign up for $119/mo. I thought it was going to be $50/month for 50 months and they refuse to change it.

  

  Business Response

  Date: 03/17/2025

  Dear BBB,
  
  This is in response to this claim.
  
  Our office has reached out to our customer and are in the process of addressing their concerns.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:03/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Formal Complaint to the Better Business Bureau (BBB) Against Rooms To Go Company Name: Rooms To GoStore Location: #***Salesperson: **** ******* (ID: ************ Number: #********Date of Purchase: 02/15/2025Total Purchase Amount: $5,683.78 Nature of Complaint: Fraud, Deceptive Conduct & Discriminatory Practices On February 15, 2025, my parents purchased furniture from Rooms To Go (location #***) totaling $5,683.78. Within 24 hours, they realized the nightstand would not fit and contacted the store for an exchange. They were told the salesperson was on vacation, promised callbacks that never happened, and later told returns were not accepted, despite their immediate request.They also purchased a Zenith Split Head King ******** but wanted to exchange it for a regular King ********. After a month-long wait, they were told they must bring the mattress to the store, which was impractical and *************** the store today:They were told the nightstand was non-returnable, despite trying within 24 hours.They were assured that the mattress prices were identical, contradicting the website listing.Unexplained charges appeared on their Rooms To Go credit card, with staff refusing to provide **************************************** Practices Rooms To Gos lack of transparency and misleading tactics target Spanish-speaking customers. My parents, who primarily speak Spanish, were given contradictory information, pressured into delays, and misled about returns and pricing. The stores refusal to assist them properly suggests predatory behavior against non-English speakers.Fraudulent & Deceptive Practices Failure to honor return requests within 24 hours.Providing false information about mattress exchange pricing.Unexplained charges on a new store card.Avoiding customer complaints and inquiries.

  

  Business Response

  Date: 03/17/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  With respect to this situation, we are investigating the reported issues with the showrooms management team. A follow up will be made with the customer once more information is received.

  Thank you,
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered on Jan 1, a couch, loveseat and rug from Rooms To Go. Waited almost two months for it to be delivered yesterday, March 11th.Called them today, March 12th, to have it returned. I was willing to pay additional cost for the return and then go to store to pick out another set, even at a lesser price or pay difference if higher value.I was thinking it was the law and anyone was automatically given a 14-day cooling-off period when you buy something you havent seen in person.I was informed today by store manager, ******, that at the very bottom of their website, in small print, under Resources, I would see they do not accept returns nor give refunds unless product was defective.I would like to return these items and exchange for a set that does look good and not so bulky.

  

  Business Response

  Date: 03/13/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Rooms To Go offers a 1year warranty against manufacturers defects. The terms of sale are referenced on the purchase invoice provided at the point of sale and on our website.
  
  With respect to our customers situation, we show that a resolution has been agreed upon with our customer and their concerns addressed.
  
  We trust this claim is settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23056866
  
  I am rejecting this response because:

  I AM STILL WAITING ON REPLY FROM STORE

  I certainly appreciate Rooms To Go prompt response and allowing me to go and pick out different furniture yesterday.
  The only issue now is I am waiting to get a response from the text message I sent several hours after the order, AROUND 1:30am. After arriving home and measuring the space I found that a loveseat can not fit as it is 3 to long, therefore must be changed to a chair instead.
  Hope the order has not been placed yet, if so, it should be easy enough to make the change within such a short time frame.
  I realize there is a price difference but that is fine with me and very willing to let the salesman have that money toward their commission. 
  I would like to avoid a return to store, if possible, as it is on the other side of town from where I live. I have to rely on someone to drive me since I get monthly shots in both eyes and do not drive. 
  Hopefully things are easily changed but still awaiting for a reply.
  Thank you for your understanding and for taking care of this 77 year old woman who was not more prepared.
  
  Below is the text message I sent to the *****, ** store:
  
  CHANGE TO ORDER
  Roomes To ***************************************************************************************************************************** hope you have not already placed my order from this evening as must make a change. (Order # ******** Revised Order #: 1)
  
  I measured the space for the loveseat and do not have enough room for it. Therefore I need you to change my order to a chair that goes with the ****** Blue Sofa.
  
  This message is giving you my permission to do so.
  
  The additional money you may keep as your commission for your additional time. I do not want a refund of the difference nor do I want to have to come back to the store to pick out anything else.
  
  If you have already placed the order and can not cancel the loveseat I guess my only recourse will be not to accept it upon delivery and order the chair online.
  
  Please let me know if you were able to stop the order in time to make the change.
  
  Thank you,
  ******* M. ******
  

  

  Business Response

  Date: 03/21/2025

  Dear BBB,
  
  This is in response to our customers latest reply.
  
  Our office has been made aware the showroom management team has been in communication with our customer and has addressed the new concerns brought forth.  
  
  We trust this claim is settled.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 03/26/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  RTG has contacted me and a replacement has been accepted.

  The company was great to work with me on this matter.

  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:03/10/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Four sofas delivered over a four month period.. One with broken leg. The other three had the wrong dimensions.

  

  Business Response

  Date: 03/20/2025

  Dear BBB,
  
  We are in receipt of our customers claim.
  
  We are reviewing the  account in its entirety as well as researching the issues outlined with the corresponding departments. AA follow up will be done directly with the customer once matters are concluded.
  
  Sincerely,
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23043966
  
  I am rejecting this response because: The woman never contacted me. How long do I have to wait for Rooms To Go to figure it all out? Its been weeks and I have not heard from anyone! Again, the **** was purchased in November and in a few days it will be April. Thats 5 months and they still cant find a sofa with the correct dimensions that are posted on their website. 
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 04/03/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Our office has reached out to our customer and have addressed their concerns. We have provided options to finalize this complaint.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant
  

• Initial Complaint

  Date:03/08/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order $2500 worth of furniture in February set to be delivered March 8. Was given a delivery date and time of March 8 between 11 AM and 3 PM. On the date of delivery, they said my expected time to receive furniture was between 11 and 12, Around 10 AM my time kept getting pushed back until it said that my furniture was set to arrive at 3:30. At 2:50 PM, they told me that my furniture was seven minutes away. At 3 oclock, they called requesting for me to open the gate to my apartment and doing so I opened it let them in and waited seven minutes for them to come in which they never arrived. I went outside looking for them. There was no delivery truck. I received a call from them telling me that no one was answering the door and that they were looking for me. Stated to the dispatch person that I was in the apartment and now I am standing outside, waiting for them and theres no truck seen. They repeatedly told me that they were there and that they were outside and to look for an unmarked vehicle or a rooms to go truck. They had me wait for them at the leasing office no one ever arrived, and then the phone hung up on me and sent me to an automated system in which they told me that they were no longer able to deliver my furniture and I would have to wait a week because I was not there to receive my furniture even though they were at the wrong location and kept telling me that I refuse to open the door. I could see the delivery truck driving past on the beltway, even though I told them that they were at the wrong apartment complex in the complex that they were describing were not mine. The driver refused to come back out and make a delivery and said that I would have to wait another week or until an available date came up since I was not there, even though I did everything they asked and waited outside for them. They then sent me a message asking how did my delivery go into rate their service since they delivered my furniture. I have no furniture delivered.

  

  Business Response

  Date: 03/12/2025

  Dear BBB,
  
  This is in response to this claim.
  
  Our office has been made aware the showroom management team has been in communication with our customer and complied with their request to cancel the order. We did not charge the finance company since delivery did not take place. The customer will need to direct any inquiries regarding financing to ************** as that is out of our jurisdiction.
  
  We trust this claim has been answered.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:03/08/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 2, we went to the Rooms To Go in ********* after doing research on line for accent chairs. After spending almost 2 hours at the store and talking to the sales associate regarding our concern over these chairs being the right color, size, shape and so forth. We finally made the decision to purchase *** set up deliver for Friday, March 7th. Got our receipt and left.Received our chairs on the 7th, unfortunately, as soon as we got the chairs delivered we knew right away they were not going to work in our home. To boot there was a broken piece on one of the chairs so we called in a service ticket for broken piece on the frame. We asked to return product and said there is no return ********* wife called the store and spoke to lady first name starts with J (not sure of name). She said there was a NO return Policy and we should just read the receipt. The Policy ios on your receipt which is after we purchased the chairs. She was abrasive and not empathetic or concerned with customers support. This lady would not share the maagers name on first conversation. In the second conversation she again said no one had to tell us about the No return policy and for us to just read a receipt. She gave Managers name as ****** and he is not their and is in training and will be back after lunch, Then we were told he was not available and to just read the receipt.We try to assist our local business and shop in store. We do not feel like this is appropriate and and not to the standards of good business conduct. Feels shady and that Rooms To Go just tries to trick/not tell customers al the information to make intelligible decision.

  

  Business Response

  Date: 03/13/2025

  Dear BBB,
  
  This is in response to this claim.
  
  Our company has reached out to our customer and addressed their concerns.
  
  We trust this claim is settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 03/17/2025

   
  Better Business Bureau:
  
   We are accepting their proposal on a fair exchange if we can act on the mutual solution first of April.  I just want this on record we have communicated to Rooms To Go on the 13th of March that we will be out of town and Country till first of April. (Roomstogo confirmed that will be fine, just reach back out on our return)
  
  We will contact RoomsTogo at that time for the transition.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:03/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased about $3000 worth of furniture and paid extra for delivery and set up, as it is a large sectional and queen bedroom suite. The company gave me a timeframe of 8a-12p on March 7, today. I immediately contacted them back and advised it needs to be after 9am as I am moving into an apartment and signing a lease and the office doesn't open until 9am. Even after doing this, they show up at 845am, and text me I have 15 minutes! I rushed the leasing agent and got up there to the unit. It was at this time they say now they cannot set up as its been too long. They proceed to drop off huge boxes of furniture in the apt and leave! Now, I have things I cannot use, plus huge packaging I cannot get rid of! When we called corporate at **************, they offered no help. Updated to add: was able to speak to a supv at corporate named ******. She arranged for the delivery team to come back at the end of their routes today sometime after 3pm. It's 430pm est and no calls, nothing. Corporate doesn't answer. Imagine that! Now, not only do they owe me set up, they owe me a refund of the delivery/set up fees plus taxes, and I would think some sort of settlement. This is ridiculous!

  

  Business Response

  Date: 03/11/2025

  Dear BBB,
  
  This is in response to this claim.
  
  Our records reflect our company has addressed the customers concerns and has discussed our delivery process. As a gesture of good will,accommodation has been offered.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant
  

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23035780
  
  I am rejecting this response because:

  
  It was very disheartening at the time of occurrence. My biggest issue on the matter was the difficulty of an effective time frame and how it was (passively) coming off as me being in the wrong or the enemy. I cannot help that adequate research was not done on ***'s side to work with operating hours of the apartment complex. I wanted it to work together and flow seamlessly. I respect timeframes and the value of it, but there's a difference between ******* due to time, and ******* due to wanting to move on. The furniture delivery also could've been handled way better and less "slammy." I know it was exceptionally heavy, but considering the state of the boxes, we were precarious at best at first.
  
  On that day, the stress of first-time home/lease owning was already weighing on me. Mix in work stress that same morning, and the gentlemen who brought everything up were spared my ire while I tried to figure out everything all at once. So many emotions flooding through me at once. First move-in can never be easy I guess.
  
  I'm not demanding much save for effective reimbursement for what is owed for what was not given ("premium" delivery, setup, mannerisms, etc.) Anything else that you feel is justified (compensation) I'll take as a cherry on the pie, but getting reimbursed for what I was not given is a good start. The furniture was put together at some cost to our well-being (my father was medically compromised but wanted to help me so I actually had a home and not bare floors.), so I'll let that stir the pot a little. My father nearly collapsed trying to assist me as my parents felt terrible witnessing what multiple stages of grief and depression I was going through all at once.
  
  I apologize if I rambled. Things are better now, but compensation is appreciated. Thank you for taking the time to work with my mother on the matter. This is not normally my fort, but this is a different occasion on this occurrence. A major step of my life hit with more roadblocks than anything else.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 03/24/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  We understand and appreciate our customers feedback. The account shows that the appropriate actions to process the accommodation offered have been taken to bring this matter to a close.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 03/26/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Thank you on both fronts for the assistance on this. This has been a bit of a journey but I'm glad we were able to reach a middle ground in time.

  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:03/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a white leather sectional from rooms to go in June 2024 after delivery we realized the recliner on the right side was defective. I reachedout to rooms to go. They eventually scheduled a technician to come out who said he needed to order a part to replace the defective part three went by and I didn't hear anything so I followed up and they said the part was on order three more months went by. I followedup. They said the part was still on order. I followed up today only to be told that this is no longeravailable. They've discontinued and they canceled my order. No one reached out to me to tell me this in lieu of repairing the furniture I received they offered me an exchange however they do not have any other white leather sectionals in stock.

  

  Business Response

  Date: 03/11/2025

  Dear BBB,
  
  This is in response to this claim.
  
  Our office has reached out to our customer and are in the process of addressing their concerns.
  
  We trust this claim is settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 03/22/2025

   
  Complaint: 23034499
  
  I am rejecting this response because:

  the Service technician came out this morning. He shared the parts did not align with the holes and so once he finished installing it, there is a significant 3 inch gap at the bottom if you look at the sectional from the side, there's a huge gap between the leg pad and the actual side so it's very misshaped and very obvious he left and I didn't realize it when I reached out to customer service. They said that he would not come back so I'm not saying that this can't be fixed, but I am saying that this is not a satisfactory repair. They are scheduling another technician in April, this is very frustrating. I've attempted to add photos but the file is too large. I am happy to share them directly. 

  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 03/28/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Our office has been in communication with the customer and have provided the option to further review their concerns. Once completed, they will follow up with the customer directly.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 04/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******