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

  
• 

  Rooms To Go

  4315 E Independence Blvd Charlotte, NC 28205-7401

  
• 

  Rooms to Go

  460 S College Rd Wilmington, NC 28403-1604

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:02/16/2025

  Type:Sales and Advertising 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.

  Price on sign in store was denied to me because they said it was incorrect. I stated that's not my issue I would like to purchase this product at the price advertised on the sign on the item. The salesperson said he would have to sell it to me at that price and the manager said I can't do that. This is false advertising.

  

  Business Response

  Date: 02/17/2025

  Dear BBB,
  
  This is in response to this claim.
  
  Our office has attempted to reach out to our customer. We are in need of more information in order to address their concerns.  We are awaiting communication.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22948648
  
  I am rejecting this response because:The company does not have my information to contact ***** the fact they said they tried is a lie. Please have them call me at ************. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 02/24/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  The phone # the claimant provided is the same we contacted on 2.19.25. We have reached back out to them and are in the process of addressing the issues outlined in their claim.
  
  We trust this claim has been answered.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:02/16/2025

  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 bought a sectional in and had it delivered in April. A few months after we started noticing sone defects. We purchased the warranty, filed a complaint with them but they said they didnt cover the issues we had. Filed a case to the one year warranty, had a technician come out and told us it was a defect. However he wrote it was pet damage. We do have pets but this is not from pet damage. I will be happy to provide images. We are still paying on a couch that is not even a year old and has issues all over the couch. I called the local store and they said they would send it to corporate. I wanted to file this as well to try and help us reach a solution. It makes no sense that either the 1 year warranty or the extended warranty we paid for will help us. The crazy oart is on the extended warranty if our pets would urine all over the couch it would be covered. There are multiple areas of loose strings and in only one color. One cushion is almost flat. A zipper broke on a cushion. Again this is not even a year old.

  

  Business Response

  Date: 02/17/2025

  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. Our customer purchased the extended service contract powered by ********. Their guidelines of what is/ is not covered is clearly outlined on the paperwork provided at the point of sale and on their website and does not go into effect for manufacturers defects until the 1-year warranty expires. Unfortunately, consequential damage is not a vendor related defect and not covered by either the warranty or Guardians contract.
  In view of this, no course of action would be presented.

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

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22948287
  
  I am rejecting this response because:
  This furniture was per the service technician a defect. It has not been a year therefore it should be covered by rooms to go 1 year warranty. We just would like either a credit or an exchange for a different set. We have purchased from rooms to go several times and it has always been great quality. This sectional is not holding to their standard. Look at the pictures.,,, why is it only the white strings on the couch coming out. It makes no sense. The wearing of the end of one cushion that nobody even sits on. This is a ridiculous response that you are not even willing to try and make this right. We are trying to reach an agreement to meet in the middle. How would you feel paying on something that you are embarrassed of how it looks due to a defect in your furtniture. 
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 02/19/2025

  Dear BBB,
  
  Our office understands our customers views. However, we are abiding by the term *** the purchase contract. Unfortunately, our position as outlined previously remains unchanged.
  
  Respectfully,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:02/15/2025

  Type:Sales and Advertising 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.

  The couch was purchased back in May 2024, upon delivery I noticed that the couch cushions were not as firm as the one in the showroom. Within two/three months the cushions on the couch became extremely flat even with rotating the cushions regularly. I called customer service because I was under the assumption with the additional warranty that was purchased that servicing the cushions would be an option; told no. Within a couple of weeks of the cushions becoming flat the couch started making a loud creaking noise. I called customer service and let them know, I had to wait for a couple of weeks for repair **********s to come out and service the couch for them to glance over it and add a small piece of foam in the back to help. When the service ********** tested the couch before he left it continued to creak and he left with no solution on how to fix it. I went to a friends house who had the same exact couch just a different color and who purchased back in March of 2024 and hers felt/sounded completely different from mine. It was firm and had no noises when sitting on the couch. This prompted my next call to customer service to have them come back out to look at the couch. I called customer service a week after the initial appointment to schedule another appointment since nothing was fixed for the representative to never input the proposed date for service. I then had to call back for a new date weeks later. After the first ********** glanced over the couch; his partner found the couch frame was separating. I was then told by customer service to reselect a couch. I asked for a full refund and am Not being granted since Im the only one with the issue. I am hesitant to purchase from them again since I have found multiple reviews of customers having the same issue as me and claiming that the updated products are just as cheap. The store manager claims there is nothing that can be done and that I must rebuy with them after all the issues I have had with their company.

  

  Business Response

  Date: 02/17/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  The customers account has been reviewed in its entirety. A resolution was offered to our customer in order to resolve their complaint under the terms of the ***** warranty they agreed to. We regret no other options are being considered.
  
  We believe their concerns have been addressed.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22947071
  
  I am rejecting this response because: I purchased a couch from their company, and the frame has begun to separate a couple of months after purchase, which is a clear indication of a defective product. Despite my attempts to resolve this issue, I no longer have trust in the company due to their inability to provide a quality solution.
  Given the poor quality of the couch and the lack of resolution, I am requesting a full refund for this purchase. I believe this is a fair and necessary course of action, as the defective product is not only unusable but also undermines the trust I initially had in the companys products.
  I appreciate your consideration and hope for a swift resolution to this matter  

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

  

  Business Response

  Date: 02/28/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  We have reviewed the account and show the ******************** was delivered with no issues in May 2024. We show no record of any reported issues until November 2024 for which a service was sent to the home for evaluation. As per the terms of the purchase contract, we will repair or replace under the warranty guidelines. Unfortunately, the offer to reselect the sofa is the only option being considered.
  
  In view of this, our position remains unchanged.
  
  We trust this claim has been answered.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:02/14/2025

  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.

  Complaint Against:Rooms To Go *******, ** Corporate Office: *************************************************** Complaint Details:I purchased a sleeper sofa from Rooms To Go on January 28, 2024. The sales consultant showed me a different model in the showroom and claimed mine would have the same fold system, which was false. The sofa was delivered on January 31, 2024, and I immediately noticed it was not the same design.When I unfolded it, I found that the sleeper mechanism was defective, creating a sharp angle that made it impossible to sleep on. Additionally, the left-side frame was broken, causing the seat to sink and move, making it unusable for sitting. This was not a minor defectit made the sofa completely unusable.I contacted Rooms To Go customer service on February 1, 2024, requesting a full refund, but they refused, citing their policy. I visited the ******* store on February 2, 2024, where Store Manager ***** ******* said only corporate could approve returns. I emailed photos of the defects to him but got no response.On February 5, 2024, after multiple calls, ******* ********* from corporate finally agreed to a full refund but refused to provide written confirmation. When I followed up the next day, they backtracked, offering only an 80% refund and falsely claiming they dont communicate via email, despite previously sending me a delivery confirmation email.The defective sofa was picked up on February 6, 2024, but I never received written proof of my refund. Since they failed to honor their agreement, I filed a chargeback with my bank.Desired Resolution:? A full 100% refund, including all deducted costs.? Written confirmation of my refund.Rooms To Go engaged in misrepresentation, poor customer service, and deceptive refund practices. I want BBB to intervene to ensure they honor their commitment. Consumers deserve honesty, accountability, and fair treatment, not misleading sales tactics and refusal to resolve legitimate complaints.

  

  Business Response

  Date: 02/24/2025

  Dear BBB,
  
  We are in receipt of the customers claim.
  
  In regards to their situation, we are reviewing the account with the corresponding departments in its entirety. We will follow up with the customer directly once matters are concluded.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22943017
  
  I am rejecting this response because:I appreciate the response from Rooms To Go. My bank issued a full refund through a chargeback on February 12, 2025. However, I understand that the merchant may dispute the chargeback within the allowed timeframe.
  To protect my consumer rights, I would like to keep this complaint open until the chargeback process is fully finalized. Thank you for your assistance!
  
  Sincerely,
  
  ***** Aleinikova

  

  Business Response

  Date: 03/06/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Our office has reached out to our customer directly responding to their inquiry.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 22943017
  
  I am writing in response to the stores statement regarding my claim. While I acknowledge that the store processed a refund for the product, I strongly disagree with their refusal to refund the delivery charge.
  The reason for my dispute is that the sleeper sofa I purchased was defective and broke within three days of use. This was not a matter of personal preference or a simple returnI received a faulty product that was not fit for use. Given that the return was due to a manufacturer defect, I believe I should not be responsible for any costs associated with the purchase, including delivery.
  When I bought the sofa, I reasonably expected to receive a functioning product. The fact that the store failed to provide a quality item means the entire transaction should be reversed, including the delivery fee. The service provided (delivering the item) became irrelevant because the product was defective from the start.
  I respectfully request that the BBB review this matter and assist in securing a full refund, including the delivery charge.
  Thank you for your time and assistance.
  
  Sincerely,
  
  ***** Aleinikova

• Initial Complaint

  Date:02/13/2025

  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.

  On 2/1/25 I purchased a new white couch from Rooms to Go on ********************************. Not a floor sample or clearance item. Order #******** for $906.40. On 2/6 it was delivered. When the delivery person removed the wrapper, we discovered the sofa was very dirty. He told me to call customer service and they would clean it or send a new one. He asked me to sign his mobile device that had no text indicating any acceptance. I assumed it was to acknowledge the fact they left the couch at my house. I called customer service who said they would send a new couch out and collect the one that was originally delivered.Yesterday, on 2/12, the replacement couch arrived and it was also dirty. The drivers left the original dirty couch in my home and took dirty couch number 2 with them. I told them I no longer wanted this model couch due to the dirt issue and they told me to call customer service to arrange for a new couch to be purchased (I had one in mind). When I called, customer service and the local store manager ****** both informed me that I can select another couch, which I did, but the price difference would only be issued to me as a merchandise credit. The new couch was $200 cheaper than the original purchase. I have been informed there is a no refund policy even if the product is delivered damaged and acknowledged as damaged by their team UPON delivery. I was told there is no way to escalate this as this is their policy that they will not waive even though they knowingly delivered defective goods. The new (hopefully clean) couch #3 will be delivered on 2/18, but I expect a refund for the difference in cost/taxes (about $212), not a store credit. Is there anything I can do? Can a store under Florida law have a blanket no refund policy even when they have not delivered what I purchased (a clean white couch)?

  

  Business Response

  Date: 02/14/2025

  Dear BBB,
  
  This is in response to this claim.
  
  Our company 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: 03/18/2025

   
  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:02/11/2025

  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 purchased a **** set from Rooms to Go Store #: 2204 in 2024. The sofa arrived damaged with marks on it. I refuse delivery. I was informed that I would be contacted for a replacement sofa. After 2 weeks I still had not heard back from ***. I reached out to them to see what happened, but they were not tracking that the sofa was not accepted for delivery. Had I not contacted them I would not have heard back from them. They sent a replacement it was damaged too. I waited another two weeks for a replacement, but nothing again. I went to the store to talk to the manager, and I was assured they would send a new sofa out and they would inspect it before delivery. Well another sofa was damaged. They asked me to keep the parts that were good and they would replace the other parts I said ok because we were without a sofa. Well the replacement parts were damaged as well and I asked for a refund being 4 months later. They told me because I accepted deliver I cannot receive a refund. Scam. I told they would send another replacement out, but it never came. I had my daughter's wedding to travel to, and I was requested to fill a vital role at my command for the next 7 months that required long days. I never received an undamaged sofa, and I have never used the sofa. They would not offer a discount for the damage or my inconvenience. They said if they offered anything (minor) it would void the warranty. I would like to be able to return the sofa for a refund.

  

  Business Response

  Date: 02/12/2025

  Dear BBB,
  
  We are in receipt of the latest reply.
  
  Our office has reached out to our customer and requested they provide further documentation for review. We will follow up with the customer directly once we have received the requested documentation.
  
  Thank you,
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22930009
  
  I am rejecting this response because: Rooms to go sent me an email stating that they will not refund the sofa because the issues are not structural. My purchase was not based on where the sofa has structural damage. I thought when I purchased a sofa for $4,000 there was an expectation of the sofa to be unused and damaged free. They never fulfilled their obligation to provide me a damage free sofa. They have documentation from the delivery company that it was damaged and that I did not accept the last sofa they sent me and were supposed to try again for the sixth time. They never contacted me to deliver the replacement again. I responded to ***'s email February 12, ******************************************************************************** back, and that I have back issues and cannot move the sofa to provide them additional full range photos that I do not understand the reason for.  It is February 18, 2025 and I still have yet to hear back from ***'s representative about my email. The big issue here is the poor customer service by *** and their unwillingness to resolve issues which is an ongoing theme with them. None of the managers offered any real help or solutions other than empty promises that they will make sure the furniture is inspected before delivery. This never happened any of the times. I watched them open the furniture in front if me and they were already damaged/used. Seems as they just rewrapped used furniture and play the wear you down game.
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 02/21/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  We have provided our customer with an option in order to conclude the review of their complaint.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22930009
  
  I am rejecting this response because:
  

  It took Ms ***** over a week to respond to my response to her email, and she only responded after I did not accept their response to BBB. I do not understand why Ms ***** is taking upon herself to dictate my schedule. She scheduled an appointment for a repair person to come to my house without asking if I was available (which I wasn't). This is a prime example of the horrible customer service I have been receiving from Rooms to go. They rescheduled a delivery after I had already stayed home waiting for their arrival once before. I have already wasted 4 weekends over a month and a half trying to get resolution for a sofa that kept arriving damaged. I am not waiting for someone to come and inspect the sofa that they documented was damaged when it arrived, and said they were going to replace it, but never contacted me back. 
  

  There has not been any remorse or compassion from Rooms to Go in regards to them failing to honor our agreement. I feel like Ms ***** is trying to bully me. She stated she needs to send a Senior technician to my house. Then she scheduled an appointment without confirming my availability. Then I get texts and phone calls confirming my appointment, but none of their communication provided opportunities to cancel the appointment.
  

  The major issue I have with Rooms to Go and Ms ***** is that, my complaint was I paid $4,000 for a brand new sofa. I have yet to receive a new or undamaged sofa. How do they now get to tell me that they will repair the sofa? I did not give them faulty payment. Why couldnt they provide me a sofa without issues? This whole situation has been about their lack of acceptable customer service, and they continue to show poor customer service. I will state this again, I am not waiting at home another weekend unless they are coming to pick up their sofa and refund me my money.

  Consistent problems:
  *******************************************
  *******************************************
  *******************************************
  *******************************************
  *******************************************
  ******************************************
  *******************************************
  *******************************************
  ******************************************
  

  Sincerely,

  
  ******* ********

• Initial Complaint

  Date:02/11/2025

  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 took delivery of a sofa on 5/18/2024. The sofa is accompanied by a one-year warranty, to include defect in materials. I contacted ************* on 2/9/25 after speaking with an in-store associate (******* ********) when I was in the store shopping for a piece for another room. I told her that the fabric on my sofa, which was still on display in the store, had already worn almost completely through, and asked her if that was a normal complaint for this piece. She stated that it was the first she had heard of any issue with this particular item. She said if the fabric had worn out in such a short time, this would absolutely be covered by the manufacturer warranty, as it sounds like defective fabric. I sent photos as requested to the ************* department, and their response was that they were denying a claim, as the photos showed "normal wear" which is completely absurd. This sofa is in the home of a single person - no children, no pets, and there is no way the fabric should disintegrate so quickly. The fabric has worn so thin that there are areas where you can see through it! (Calling particular attention to photo # ****). The agent further went on to say that though there is a ONE YEAR warranty on the part, my claim was denied as "we ask" to be contacted within 3 months of purchase!!! (Internet Support ticket #********) I asked for the matter to be escalated to a leader/manager, and have had no additional response. I would like for the warranty to be honored and the set replaced. At a minimum, I would like the three rear cushions/cushion covers replaced.

  

  Business Response

  Date: 02/13/2025

  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 the signed and agreed to. Since delivery on 5.18.24, we show no record of any verbal or written communication regarding any issues being reported until 2.10.25. We have reviewed the account as well as the photos shared with your office in its entirety. The issue with the furniture is considered consequential damage and not vendor related.
  Regrettably, we would be unable to offer any course of action due to the reasons stated above.

  Thank you,

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

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22929315
  
  I am rejecting this response because: The condition of the fabric is in no manner "normal wear and tear" for such a short period of time. After speaking with ******* from your support team, her response was "The fabric looks that way because you used it". Is mind blowing. Are your sofas not intended to be used? After reading additional online reviews of your pieces, this seems to be standard practice, and your response is always the same "It's normal." Perhaps you should tell your customers that your ******************** is intended to be disposable, and is only for show, not for use in daily life. There is a difference between "fabric pilling" and the complete disintegration of fabric allowing you to see through it, as shown in my photos. I fully intend to collect the similar online reviews for the same, repeated issues with your fabrics, and escalate this matter with the *** and the Florida Attorney General, as you have been repeatedly placed on notice for fabrics failing to hold up, and have taken no action to correct.
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 02/21/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  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: 02/26/2025

   
  Complaint: 22929315
  
  I am rejecting this response because: The business did reach out to me, and they are sending a technician to my home to view the condition of the furniture in person, but this is by no means settled. They stated they are sending someone out "as a courtesy" but they still feel there is nothing wrong, and I fully expect that they will not correct the problem. The technician is scheduled to visit my home on March 8th, 2026. 
  
  Sincerely,
  
  **** ******

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 22929315
  
  I am rejecting this response because:

  The technician did visit on 3/8/25, and agreed that the damage was egregious, and NOT normal wear and tear.  He stated that the **************** would contact me on 3/10/25 with an update on next steps.  I was not contacted.  I followed up on 3/11/25 with ******** O, the person that responded to the BBB case.  As expected, I have received no response. 
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 03/18/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  The customers account reflects the service results were not finalized until 3.15.25. Our office has just been provided said report.However, we have been made aware our service office reached out to our customer as soon as this occurred and provided the course of action authorized to resolve their claim.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 03/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The business has agreed to replace the defective pieces of the sofa, and has stated that the parts are on order. Provided they are received as promised, I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:02/11/2025

  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.

  A Rooms to Go delivery truck hit the power line in my yard and ripped it out of my house on camera 2/7/25 just after 7am. I captured the driver who had his window all the way down inspecting what he had done, the reaction on his face, and he still left the scene immediately. The power line ripped out of my house, damaging expensive electronics and appliances inside my home. The live power line was hanging in my yard and could have KILLED someone. The electric company *********** had to send an emergency team out to get the line out of the yard. It is now almost the end of the day on 2/11/25 and I have spent hours on the phone, being transferred many many many times over again to the same response of people having no idea who to contact or how to help. Usually the call ends up placing the blame on someone else (delivery team) who I have spoken with multiple times and that always results in them saying they will reach back out to me but then they ignore my calls. Knowingly fleeing the scene after damaging property (on video) that easily could have resulted in someones death is most certainly criminal. The company as a whole has failed due to it's internal processes of dealing with conflicts and still up to now leaving me with absolutely no resolution at all. I thought it would be easy to handle this given the entire event was captured on multiple cameras with multiple eye-witnesses, but apparently not.

  

  Business Response

  Date: 02/13/2025

  Dear BBB,
  
  This is in response to this claim.
  
  Our office has been made aware the corresponding delivery companys management team as well as their claims office has been in communication with the complainant. They have explained how their investigation process works and will be addressing the complainants concerns with them directly.
  
  We trust this claim has been settled.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22927737
  
  I am rejecting this response because:

  I immediately provided a clear video showing the delivery driver ripping the power line from my house, looking at what he had done, and fleeing. It has been exactly 7 days, absolutely ZERO solutions so far. There has been nothing besides an email saying they will "look into the allegations and reply within 10 business days". Absolutely unacceptable when there is nothing to investigate, the entire thing is clearly captured on video. Taking 5 days just to send an automated email saying you'll reply (not even resolve the issue) in 10 more business days? Nobody on this planet would classify that as reasonable or handled.

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

  

  Business Response

  Date: 02/14/2025

  Dear BBB,
  
  This is in response to the latest reply.
  
  Unfortunately, we do not have any information regarding the claims process as this is handled through the contracted delivery company. The delivery company has informed us they have spoken to the complainant as well as emailed them with the protocol they abide by. Please understand that we are solely the retailer. Since there is no furniture purchase associated with this alleged incident, this is out of our jurisdiction.
  
  Therefore, any questions or updates about this process will need to be directed to ****************************************
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:02/08/2025

  Type:Sales and Advertising 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.

  Good morning, I am filing this because I purchased a mattress and have been constantly met with deceiving pricing practices by RoomsToGo. The mattress changed pricing in my cart from $795 to $895. After discussing with a customer care agent for a while, they refused to budge on the pricing, but offered price protection back to my card for 90 days. I reluctantly purchased the mattress and now three days later it has dropped $300. I am being told I was miscommunicated with, and I will not be eligible for a refund back to my card. This has all been misleading and intentionally deceiving tactics by this company. It is horrible to work with especially after being a customer for so many years and having furnished my house with them. I wish this to be refunded amicably as a first result if not I will have to dispute this with the ***********. Thank you,

  

  Business Response

  Date: 02/11/2025

  Dear BBB,
  
  This is in response to this claim.
  
  Our office has been made aware our online support team has been in communication with our customer. Appropriate actions have been taken on the account in order to resolve the complaint and their concerns addressed.
  
  We trust this claim has been settled.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22916182
  
  I am rejecting this response because:

  I have not received any communication from the company whatsoever nor any resolution.

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

  

  Business Response

  Date: 02/19/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Our records reflect our customer spoke with our online support team on 2.08.25 with respect to their concerns.
  
  We trust this claim has been answered.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22916182
  
  I am rejecting this response because:

  I was told I would be getting a response back on this. I have not been reached out to. This has been the worst customer service experience ever from a company that I have bought everything from. 
  

  If this continues, I will have to pursue a chargeback. 

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

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22916182
  
  Good afternoon, I am filing this complaint because I have yet to receive a refund back to my card of over $300 as promised on this order due to a price difference guarantee. When I went to buy this mattress, the price changed from $795 to $895 while in my cart which was extremely deceptive. I spoke to a sales agent to convinced me to buy it either way and told me if the price changed again I would be refunded back to my card within 90 days. The price changed to $595 and Rooms To Go refuses to speak to me nor address this. On top of this, the mattress is having severe issues caving in and sinking. If this is not corrected, I will have no choice but to go through my bank. I am respectfully requesting a call back from the back office at the very least to discuss this. Thank you.
  
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 03/05/2025

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

• Initial Complaint

  Date:02/08/2025

  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.

  Buyer Name: ******* ****** Address: ****************************************** BUYER BEWARE I purchased a rooms to go sectional and bedroom set last month and both came heavily damaged!!!The sectional I got came torn in multiple pieces and the fabric was loose all over. When I called customer service they did offer a reselection however there is nothing else at the store that my wife and I like and they REFUSE a refund even though it came damaged!As for my bedroom set I had to have my dresser swapped out 3 times because the drawers were too tight to open. Now I am on my 4th dresser and one of the drawers wont even open!! Now theyre telling me they cant even get a tech out here to come check it out for another 3 weeks! One of my drawers literally wont come out and this is supposed to be brand new. I dont understand how I can buy something brand new and it doesnt even work and rooms to go wont do anything about it. When I spoke to a customer service agent he said he would get me a refund but the next day when I called in a customer service supervisor named ******** said you are not getting a refund I dont care what the agent told you he doesnt own the company. I was flabbergasted at their poor customer service and their reluctance to do anything about my damaged bedroom set even though I hadnt had it for a month yet Buyer beware buyer beware please do not buy anything from here. I will be leaving them reviews all over the place this place is a scam and they have very bad customer service

  

  Business Response

  Date: 02/10/2025

  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 has provided options in order to resolve the complaint.
  
  We trust this claim has been answered.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant