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

  5170 S Tamiami Trl Sarasota, FL 34231-4258

  
• 

  Rooms To Go

  9500 Scenic Dr Port Richey, FL 34668-4653

  
• 

  Rooms To Go

  1400 44th Ave W Bradenton, FL 34207-1319

  
• 

  Rooms To Go

  25550 US Highway 19 N Clearwater, FL 33763-2166

  

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:02/25/2025

  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.

  On 01/12/25, I was with a friend who was shopping for a new loveseat. On the way out, I asked the salesman if I could look at their mattresses because of some back pain I had been experiencing in the mornings. I thought maybe a new mattress might solve that issue. The salesman suggested a Tempur-Pedic mattress. After considering the purchase, the salesman, ***** ***** assured me that if the mattress didn't work out for me that I could either return the mattress for a different one OR I could use the purchase price as store credit for any purchase in the store. He further emphasized the point by stating that I could not get a cash refund but that I would have to spend the money "in-store", minus a $168 return fee. That was the deciding factor in my decision to make the purchase. After several weeks of trying out the mattress, on 12/11/25, I returned to the store to inquire as to what procedure I would need to do in order to return the mattress and make a different store purchase. I was planning on purchasing their Sound Tech "Shaq" love-seat or couch but was told by the same salesman that I could only return it for another mattress, nothing else. I asked to speak to his manager, ******* ****, who parroted what his salesman stated. He went on to make the excuse that if I were to return the mattress, he would be stuck with a mattress that he couldn't sell. How is that scenario any different, whether I return the mattress for another one or for another in-store purchase which is what I was initially assured I could do? Either way they will have a used mattress that can't be resold as new. I know there are several mattress companies that will give a full refund on a mattress return. I believe Tempur-Pedic direct sales has a full refund policy within 90 days. I emailed the CEO, ******* ****** twice with my complaint and never got a reply. I am not asking for or expecting a refund. I merely want the terms which were assured to me by the salesman to be honored. Period!

  

  Business Response

  Date: 02/27/2025

  Dear BBB,
  
  This is in response to this claim.
  
  Our office has attempted reaching out to our customer in order to discuss their concerns. We have left our contact information and are currently awaiting for them to reach back out.
  
  Thank you for your time.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22988148
  
  I am rejecting this response because it was basically "read the fine print" ...and ignore what our salesmen said! The respondent, ******** *****, from *** kept apologizing for the "misunderstanding". It wasn't a misunderstanding. I was lied to by their employee. I have a witness to what their salesman said that is available if you care to read out to her. Her name is ***** ******* and her email is *************************. 

  The issue is the fact that your Rooms To Go salesman lied to me verbally about the return terms, which prompted me to make the mattress purchase. An honorable company would go beyond their read the fine print response!  To reiterate  ...how is there any difference in your loss whether I return the mattress I purchase and exchange it for another mattress OR use store credit to spend the purchase money on living room furniture??? They would still end up with a mattress that they cant sell, either way! It appears they don't care much about customer satisfaction. I wasn't asking for my money back ...merely for them to honor what their salesman told me my options were. Nothing more! Nothing less! 
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 03/04/2025

  Dear BBB,
  
  Our office understands and appreciates our customers views.Unfortunately, our position as expressed to them remains unchanged.
  
  Respectfully,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:02/25/2025

  Type:Service or Repair 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.

  In August of 2024 I purchased, a bedroom, living room, kitchen, and kids bed set from RTG. The sales *** explained to me and my husband if we have kids or pets. And they mess up the furniture with stains, spills, tears, or electrical damage the furniture insurance would cover it. He also stated the fee was an extra $50.00 or so. Now I filed a claim to ***lace the cord to my couch through their insurance company EXTEND and they have denied my claim due to pet/animal damage. I read the policy as well. Even IF the cords were damaged due do regular wear and tear! It wouldnt be covered. There is literally no other reason this insurance would ***lace the cords for this couch unless. There was an actual manufacturer failure. Which is unreasonable and unrealistic to even minimize the policy to not cover a real life mishap. Not only that, to even sell this coverage to customers and not fully disclose these many disclaimers is 100% bad faith. Also, had I known there was a separate charge for EACH piece, even for the sectional. I would have NEVER purchased this policy! We were told we purchased the extra coverage for the couch. Not the tables, and dining chairs. As we didnt need it. We only wanted coverage for the couch as we knew this was an electrical item that would need a ***lacement one way or the other. However I see we paid over $450 for insurance for pieces that we didnt even need or want. Majority of the furniture we purchased can be wiped off and cleaned with out any issues. The couch, it is cloth, light colored, and electrical which is why we wanted coverage for this particular item. Now that we need ***lacement cords for the couch the claim was denied because it didnt meet the guidelines. The policy itself wouldnt cover ANYTHING that would actually happen! There isnt 1 reason I could have provided that the policy would even cover unless is was a mechanical failure due to the manufacture piece malfunctioning on its own. 100% BS and mis***resentation.

  

  Business Response

  Date: 03/07/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  In regards to our customers inquiries, please allow us the opportunity to review and research their account in its entirety. A follow up will be done with the customer once the matter is concluded.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:02/25/2025

  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 bedroom set on 2/16/25. I had my deliver this morning 2/25/25. The bed was delivered with missing pieces and could not be assembled. They left my mattress on the floor. The dresser was delivered with heavy damage and cannot be used, the drawers will not open or close. I called customer service and was met with hostility and was escalated to a supervisor. I spoke with **** ******* and he said he could get a replacement for tomorrow 2/26/25. I explained that they took my old bed and I would need something resolved today. He said that he would make a call to someone else and call me back. He then called me back and said that they wouldn't deliver until 03/05/25. Now I need to wait over a week without a bed. I paid over $4000 and have had nothing but troubles with my first order with this company. I am requesting a billing adjustment for our inconvenience for being without a bed or dresser for over a week.

  

  Business Response

  Date: 02/25/2025

  Dear BBB,
  
  We are in receipt of this claim.
  
  Our company has been in communication with the customer and have addressed their concerns. Options have been presented in order to resolve the situation.
  
  We trust this claim is settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22987473
  
  I am rejecting this response because: I am still sleeping on the floor. I do not have a bed to sleep on. I was told yesterday over the phone that I would get a replacement delivered today 02/26/2025 but they called me back yesterday afternoon and told me that they could not deliver the replacement bed until 03/05/2025. They basically put me at the end of the delivery schedule. I feel like I should have been made a priority because they put me in this predicament. If they would have told me that they didn't have all the parts before delivering the bed, then I would have had it all delivered at a later date and not been in this situation. So, until I get a bed delivered, this case is unresolved. Rooms to Go has not made the effort to resolve this issue in a timely manner.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 02/28/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Please express our apologies to our customer for any inconvenience experienced regarding their delivery.
  
  Our office understands our customers situation. Unfortunately,the size of the product made it impossible to add them onto already booked trucks for an earlier attempt at replacement. We try to avoid damaging or lessen the risk of damaging items in managing how much product can be safely allocated for each delivery date. Regrettably, no sooner option was able to be presented.
  
  We trust this claim has been answered.
  
  Respectfully,
  
  
  ******** *.
  Presidential Assistant
  

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 22987473
  
  I am rejecting this response because: The missing bed pieces were delivered yesterday, and the bed was assembled. The bed support was placed on top of an electrical cord going to the nightstand light. I had to move the bed to prevent damage to the wiring. When moving the bed, I noticed that the boards under the mattress were not placed evenly and there are large gaps. It looks like there should be 6 boards for support but only 5 are in place. I could not find instructions online to verify whether there should be 5 or 6 boards. I uploaded a picture of the bed frame to show this. I also want to report that the dresser was exchanged but the new dresser has large deep scratches on the front. I have uploaded 3 pictures of the dresser that show the scratches.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 03/11/2025

  Dear BBB,
  
  This is in response to this rebuttal.
  
  Our office has been made aware that a resolution has been agreed upon with our customer in order to address the matters brought forth.
  
  Thank you for your time.
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 22987473
  
  I am rejecting this response because: This issue is still not resolved. I am stuck waiting for another delivery. I believe that there have not been enough efforts towards customer satisfaction. I am still paying full price even though I have had all these issues. There have not been any reasonable attempts to reconcile through this BBB claim, only excuses. I was offered a refund on the delivery fee through a customer support phone call on 02/25/25, but I never got that refund. I believe that I am justified by asking for this refund plus some due to the number of issues that I have had and continue to have. Now I will need to miss more time at work.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:02/24/2025

  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.

  I bought a bedroom set from Rooms to Go on 11/29/24. It was delivered and assembled by their people a few weeks later. The first issue is that every handle on the dresser and night tables are missing screws. There's 14 total missing. The white glove delivery people were in a rush, so they only installed half of the screws for the handles. I notified *** about this and they said it would take four months for them to get the screws back in stock. I'm still waiting. One of the handles on the dresser is misaligned and there's a sharp piece of plastic sticking up from inside one of the drawers. I've attached pictures showing that problem. But my main issue is one of the night tables has a chip. I emailed *** about this and they never got back to me. All these issues are somewhat minor. I actually like the furniture. I just want these things corrected and if they can't correct them. I would like a billing adjustment/partial refund. I prefer a partial refund just so I don't have to deal with *** anymore.

  

  Business Response

  Date: 02/28/2025

  Dear BBB,
  
  This is in response to this claim.
  
  Our office has reached out to our customer and provided options in order to resolve the complaint. The customer is to advise us of their decision.
  
  We trust this claim has been answered.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22981434
  
  I am rejecting this response because:

  I'd like to keep this case open for at least another week as I'm still in the process of working it out with Rooms To Go. They are offering me a discount for the damage and other issues, but are saying if I accept it, it voids my warranty. So I'm not happy about that and still trying to decide on what to do next.
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 03/13/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Our office has reached out to our customer and provided further information.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant
  

• Initial Complaint

  Date:02/23/2025

  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.

  I was unaware that this item was provided by a vendor and was not stated by my salesperson, who also charged me for assembly. Had I known, I would not have placed the order through ***. The merchandise was returned via *** to vendor, *** (***) Home Collection, with my tracking information confirming receipt. However, continue to charge me for this item, which is considered fraudulent since my credit card was blocked. This item was returned on February 13, 2025, still charged me on February 18. Please credit or refund or my RTG credit to the account by ************** .

  

  Business Response

  Date: 02/24/2025

  Dear BBB,
  
  This is in response to this claim.
  
  The customers order has been reviewed in its entirety. The product, as advertised in the showroom and online, is a vendor direct order. No delivery fee was charged for this product as it is customer assembly required. Please note that the finance company the customer used to purchase their ******************** charged the product as the product was left in the home. We show the product was returned back to the vendor for a refund. All refunds take up to 21 business days to process and 1-2 billing cycles to show on the finance statement.
  
  We trust this claim has been answered.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:02/22/2025

  Type:Service or Repair 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 am writing in response to your recent correspondence regarding our warranty claim (Claim #*******) for the pool loungers purchased under the **************** Contract through 4Warranty Corporation. Your letter indicated that the damage to the cushions is classified as "normal wear and tear." However, I respectfully disagree and request a re-evaluation of our claim based on the terms outlined in the Service Contract.The pool loungers in question have never been usedno one has ever sat in themand have been consistently protected with covers since delivery. Despite these precautions, the cushions have deteriorated. According to the Service Contract:Coverage for Accidental Damage from Handling is effective upon the date of delivery and includes "accidental stains to fabric" and "accidental punctures, cuts or rips to wicker, fabric, leather or vinyl caused by a single incident" (Section 2: WHAT IS COVERED).The contract explicitly excludes "normal wear and tear" (Section 2: WHAT IS NOT COVERED, (a)), but since the loungers have not been subjected to any use, this exclusion cannot reasonably apply.Given these facts, the deterioration of the cushions cannot be attributed to normal wear and tear, as there has been no wear or tear from usage. Instead, the damage must fall under a covered category, such as accidental damage from handling or a manufacturer defect. For products designed for outdoor use, the contract specifies additional exclusions, such as damage from power washing, exposure to salt water, pollen, tree sap, lotions, or wicker fraying not caused by a single incident However, none of these conditions apply here, as the loungers have been protected and unused.I kindly request that you re-evaluate our claim in light of these points and honor the warranty coverage as outlined in the Service Contract. I value Rooms To Gos commitment to quality and customer service and hope we can resolve this matter amicably without further escalation.

  

  Business Response

  Date: 02/24/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Rooms To Go offers a 1-year warranty for manufacturers defects as stated on the terms located on the purchase receipt. This expired as of 2023. Our customer purchased the extended service contract powered by *********Since date of delivery, we show no record of any issues reported until this claim.
  Therefore, any service approval/consideration would be under the purview of the current service contract. The customer will need to contact ******** directly in order to discuss their claim denial.

  Thank you,

  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:02/21/2025

  Type:Service or Repair 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.

  We just have bought a sectional leather sofa for our living room. We inspected it without any unexpected scratching before we paid in full for this item. After this item is delivered to to us and We found out that there are some scratching on one part (section) of a sectional leather sofa. We have contacted store customer service and deliverer service but they were not tried to resolve our issue. So, please help us to resolve this issue as replacement or partial refund.Local Store: Rooms To Go Outlet Store # **** *********************************************

  

  Business Response

  Date: 02/24/2025

  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

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair 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.

  On November 29, 2024, I purchased three floor lamps from Rooms To Go Store #***, assisted by sales associate ***** ******, at the advertised price. I paid the full amount at the time of purchase.Two of the lamps were delivered correctly. However, the third lamp has never been fully delivereddespite two separate delivery attempts, it arrived incomplete on both *************, 2.5 months later, the store claims there was either an SKU error or that a sales associate entered incomplete information into the purchase order. As a result, they are demanding additional payment to complete the *********** receipt clearly reflects the agreed-upon price of $80 for the complete lamp, which I relied upon when making the purchase. The fact that it took over two months for the store to identify this alleged error indicates a failure in inventory management and quality control. This issue is not my responsibility, and I refuse to pay any additional ********* a repeat customer who has spent over $10,000 at this store, I am extremely disappointed by this experience. Despite my repeated requests for Rooms To Go to honor the original agreement, the store manager continues to insist on an additional payment, which I have declined.I am seeking the BBBs assistance in resolving this matter, as Rooms To Go has failed to take responsibility for their error and has not provided a fair resolution.

  

  Business Response

  Date: 02/24/2025

  Dear BBB,
  
  This is in response to this claim.
  
  Our office has been made aware the showroom management team had been in communication with our customer and has provided options in order to resolve the complaint. We have also reached out to the customer and are in the process of addressing their concerns.
  
  We trust this claim has been answered.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair 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 am a Senior Citizen and on a fixed income so I cannot purchase the items over and over agin within 15 - 18 months from purchase. On May 3, 2023, I purchased a Serta Queen ******* **** Mattress (Order # ********I )with a Warranty of 10 years but I need to replace the mattress 02/17/2025. It hasnt been 2 years and the mattress is worn and cannot sleep on it. Due to a back injury and surgical procedures, this mattress was required for a complete recovery. I have been able to sleep on this mattress for the past 9 - 10 months and have to be replaced. I spent over $1000.00. Then,08/25/2023 a sectional sofa with automatic recliners (PWR LAF RECLINER BEIGE BCHN LM-1050RTG-RPLA BEIGE ) was purchased and delivered 09/15/2023. 2 weeks ago one of the recliners on the sectional not working so I called and was told the warranty expired. There was nothing I could do about the recliners. I have come to the conclusion you get what you pay for. Room to go products do not last no longer than 2 years and thats being generous.

  

  Business Response

  Date: 02/20/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Rooms To Go offers a 1-year warranty against manufacturers defects as stated on the terms of sale. However, our office has reached out to the customer and are in the process of addressing their concerns.
  
  We trust this claim is settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22956815
  
  I am rejecting this response because:Room to go isnt trying to resolve. Theyre blaming customer for their products break down after the 1 year warranty. I had to request a replacement for parts of the sectional within weeks. This company difficult to deal with anytime theyre having replace anything. Cuts into their bottom line.

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

  

  Business Response

  Date: 02/21/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  A resolution has been agreed upon with our customer as we are currently addressing their concerns.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 22956815
  
  I am rejecting this response because:

  I spoke with Room to go Headquarters and someone was sent out to check the issues with part of sofa and the mattress. The Room to go says right away this manufacturer defective and he would let them. He say I would hear from someone in ***** hours so I waited until Friday which 4 days. Room to go should replace both items without anybody problem. Room to go feels since I am a Senior Citizen they can get away selling items that break downs after warranty.
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 03/12/2025

  Dear BBB,
  
  This is in response to the latest reply.
  
  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: 03/13/2025

   
  Complaint: 22956815
  
  I am rejecting this response because:Room to go told me if the manufacturer didnt have the switch in 90 days, there wasnt anything they could do. Thats not a resolution. As far as the mattress, they would credit the mattress only if I purchase the replacement with them. Also, it had to be $1055.00 and over. Ive had back and neck surgery so some of mattresses fits my need but cant get them. Theyre under $1055.00. Room to go is more concern about their bottom line instead standing behind their products they sell. I find it very concerning that their fall apart right at or after Warranty.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:02/17/2025

  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.

  On January 9th, 2025, my husband and myself when to Rooms to Go to purchase a mattress, we were helped by ******* the salesperson. He told us about the promotions on the mattresses, if you purchased a mattress, you would receive a cooling mattress cover also we have thirty (30) days to try the mattress and if do not like the mattress we could return same and select another mattress. The mattress we selected had a purchase cost of $2599 with tax and delivery $2855.82, I deposited $260, and $2595.82balance went on my card. The mattress was delivered 17th of January, and the mattress was NOT comfortable. We went into Room to Go a few days after to see if they would change it as curtesy. They did not. I went in on 2/17/2025 and spoke with ******* the lady in the office who said she remembered me, but she had to check with her manager before the exchange could be done. ******* the salesperson looked on few and I made decision on a mattress $1988, totaling $2202.05. The manager **** ******* now stated I need to deduct for the mattress cover cost which was $299 but they said $300. I should not pay for the cover, and I should be reimbursed $653.77 going back to my card. my resolution to this matter is that my card credited difference of $150.89 which was credited instead of $653.77, which is $502.88. I will be uploading all my paperwork from both transactions with my calculation all over the paper.

  

  Business Response

  Date: 02/18/2025

  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: 02/19/2025

   
  Complaint: 22953792
  
  I am rejecting this response because: it is a bait switch upon purchasing the first mattress stating that the mattress cover was FREE when same was added in the price stating it was a 'store credit ' WHEN IT WAS NOT. Upon changing the mattress because the first mattress was uncomfortable the TRUE scheme came to light, where the price of the cover was deducted from the original price I  price. My resolution is that the cost of the  'MATTRESS COVER' is reimburse back to my credit card, BECAUSE THE SALEPERSON DID SAY WHEN I PURCHSE THE MATTRESS THE COVER WOULD BE FREE' also speaking the Ms. ***** from corporate who said it was free, then she said she mistakenly said the mattress cover was free.

  My resolution is that they honor the salesperson word to myself and husband that if we purchase the mattress we would receive the mattress cover for FREE, which is value for $300.00 which was added to purchase price a the beginning of my contract.
  
  Sincerely,
  
  ******** *********

  

  Business Response

  Date: 02/25/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  We have been made aware an attempt to reach out to the customer has been made by the leadership over the stores in order to discuss their rebuttal. They are currently awaiting a call back from the customer.
  
  We trust this claim has been answered.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22953792

  I am rejecting Rooms to go response because.

  I returned the of ***** on 2/25/25 and she was not available  left message with Sahanon. ***** returned call, and no resolution was discussed with her, I  would like this matter escalate to their regional office because there is no resolution with Rooms to go at the ****** location, they are saying nothing for this matter to come to a resolution,  only circles and they do not want to own up to their deception 
  
  Sincerely,
  
  ******** *********