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

  11301 Carolina Place Pkwy Pineville, NC 28134-6323

  
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  Rooms To Go

  5900 Glenwood Ave Raleigh, NC 27612-6221

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:01/23/2023

  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.

  Order # ******** was placed on 11/18/2021 under the name "***************************". We purchased a sofa set with the Guardian protection plan costing $190.17. The order is older than 12 months but the conflict started about 3-4 months ago, as detailed below.When we were in the store, the salesperson informed us that we would get an unlimited supply of leather conditioner delivered free of charge to our home as long as we have the sofa in our home if we purchase the protection plan along with other benefits like free repair or replacement in case of damages. However, we were not concerned about the damages or repair/replacement and purchased the protection plan solely for unlimited free home delivery of leather conditioner. They also gave us a few bottles of leather conditioner when placing the order.When we almost ran out of the leather conditioner in 11/2022, we called them for more supply; at which time, they initially told us that the Guardian protection company would provide them to us. We contacted Guardian, who informed us that this would be the store's responsibility and confirmed that in an email as well. We reached out to the store again and this time they told us they would give us the leather conditioner but we will have to pick them up from the store and they would not deliver them. Given that we are in *********, **, it is practically impossible to go the **********, ** just to obtain the leather conditioner which is available at any home improvement store for a nominal price.We called the store again and spoke to the manager who finally escalated the issue to the higher team and told us that we will get a call when the leather conditioner is approved for dispatch. It has been over a month since this last conversation and we still didn't get the leather conditioner, nor we are getting a good reply from the store.

  

  Business Response

  Date: 02/03/2023

  Dear BBB,

  We are in receipt of this claim.

  On behalf of Rooms To Go, please express our apologies for any problems with the store.

  The leather bottle cleaner is complimentary with the purchase of a leather set.  Unfortunately, when a customer moves from the original delivery site, the store has no access to send them one.

  As a good will gesture, we have sent our customer a bottle of the cleaner.  They will be receiving it within the next couple of days.  Should our customer need another one next year, before the Extended warranty expires, 

  they are welcome to contact our office.  This is not for the life of the sofa, it's until the warranty on the sofa ends.  Once again, the bottle is complimentary. 

  We thank our customer for their business and trust this has been answered.

  Sincerely,

   

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

  Presidential Assistant

   

   

• Initial Complaint

  Date:01/23/2023

  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.

   
  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,
  
  *************************y created a new order and they put the order into collections. When I explain to them on the phone that I never ordered the second ** stand, still have it, and can return it, they claim it has "been in the home too long" and they can not take it back, and that the only way to get out of collections and get them to service my broken couch is to pay them for the ** stand plus a collections fee, a total of nearly $300. I explained that that was unacceptable, and then they forwarded me to their customer service line. The first agent said that there was no evidence of a debt on my account, that we were still scheduled for service, and that he would "email collections and call me back." No call. I called again, and the agent said they would send an email and call me back. No call. I called them again 1/18/23, and again I am told that they need to send an email and that I would get called back. No call.

  

  Business Response

  Date: 02/01/2023

  Dear BBB,
  
  This is in response to our customers claim.
  
  With respect to their situation, we have reviewed the account in its entirety. Our customer purchased a TV stand that is shipped directly from the vendor. Unfortunately, the initial unit was not received and reported to the vendor. In view of this, the vendor was informed, and new unit was shipped out. This caused 2 units to be delivered to the home. The customer reported the issue; therefore, action was taken in order to process a return of the 2nd unit from the home. Our records reflect the customer was contacted a number of times via phone and email in November and December 2021 to no avail. Regrettably,this resulted in the customer being sent to collections as the unpaid 2nd unit was in their possession. As a result, the account was frozen, and services could not be granted for any other piece of furniture.
  
  Our office has reached out and spoken to the customer. In the interest of settling the complaint, we have cleared the owed balance on the 2nd unit as a gesture of good will. Given the length of time in the home, we are not asking for the unit back. Our accounting office is in the process of sending the paperwork to the collection agency so they may clear their files.
  
  Lastly, a service for the sofa is being honored. It has been scheduled with the customer for ******* to evaluate the piece.
  
  Thank you for your time.
  
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  Date:01/23/2023

  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.

   
  Complaint: 18873414
  
  I am rejecting this response because: RTG advised they were authorizing for me to return my mattress for a refund but I have heard from no one about getting this done. I spoke to the store but they claim they have heard nothing from corporate on this pick up.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 01/30/2023

  Dear BBB,
  
  We are in receipt of this claim.
  
  In regards to our customers situation, our office has reviewed their account in its entirety. We regret the bedding the customer selected has not worked out for them. in the interest of settling the customer complaint,we have rendered the following decision.
  
  We will have the store generate a return of their mattress for a refund. Once created, someone from the office will contact them to schedule said pick up.
  
  Please allow up to ***** business days to process from date of pick up and 1-2 billing cycles to show on their statement.
  
  We trust this claim is settled.
  
  Thank you,
  
  
  ********************
  Presidential Assistant

  

  Business Response

  Date: 02/13/2023

  Dear BBB,
  
  We are in receipt of the latest inquiry.
  
  Our records reflect a return order was generated by the store. It has since been canceled. We do know the reason it has not been schedule. Our office has reached out to the store in order to investigate and have them generate a new return of the product. Once created, it can be scheduled with the customer.
  
  Thank you,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 02/14/2023

   
  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:01/23/2023

  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 extended warranty when my a expensive couch. I was told at the time of purchase that everything would be covered from rip to tears and slippage. 2 years later and with normal use the leather is ripping away from the frame of couch. I filed a claim with Guardian under the coverage I purchased. Today they denied my claim saying that they didn't cover my issue. That is not what I was told when I bought this couch in 2020 and paid ******* for. When I spoke with Rooms to Go about it today the basically told me too bad. As a consumer this is outright fraud to sell a extended warranty and lie about what is and isn't covered in the warranty.

  

  Business Response

  Date: 02/03/2023

  Dear BBB,
  
  We are in receipt of this claim.
  
  Rooms To Go offers a 1-year warranty for manufacturers defects as stated on the terms located on their purchase receipt. Theirs expired as of 3.28.21. Our customer purchased the extended service plan powered by Guardian. The guidelines of what is and is not covered are clearly outlined under the website referenced under said invoice.
  
  With respect to their situation, we have reviewed their account in its entirety. Since the receipt of the furniture, we have no record of any verbal or written communication regarding any issues until 1.18.23. Any service approval or course of action would be under Guardians purview. Unfortunately,the issue with the furniture is not considered vendor related. For this reason,their service request was denied. We agree with their decision.
  
  Although we sympathize with their concerns, please understand we are abiding by the guidelines within the contract they signed and agreed to.
  
  On behalf of Rooms To Go, we apologize for being unable to provide any options due to the reasons explained above.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant 

• Initial Complaint

  Date:01/23/2023

  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.

   
  Complaint: 18881282
  
  I am rejecting this response because:

  yes I understand just like they said about any known conditions with the piece of furniture being defective and they wont do any thing to repair it. However this was an undisclosed condition and they should be held responsible and at the very least offer to fix it if not replace it!!!!!!
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 01/30/2023

  Dear BBB,
  
  We are in receipt of this complaint.
  
  In regards to our customers situation, our office has reviewed their account in its entirety. As is (final sale) orders do not carry any manufacturers warranties as clearly stated on the front and on the Terms and Conditions of Sale located on their purchase receipt. Records reflect the furniture was purchased through our Pearl *************** center on 10.23.22. Any known issues are disclosed at the point of sale. We show the customer took their ******************** home; however, do not show any reports of any problems with the furniture until 2 months later when a dispute was filed.
  
  Although we value their business and sympathize with their concerns, please understand we are abiding by the guidelines within our contract they signed and agreed to. We apologize for being unable to pursue any action due to the reasons explained above.
  
  Thank you for your time.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  

  Business Response

  Date: 02/08/2023

  Dear BBB,
  
  Our office understands our customers views. However, the current issue was not known nor was it reported within a timely manner after the customer brought the unit home. Unfortunately, our position as outlined previously remains unchanged.
  
  Thank you for your understanding.
  
  Respectfully,
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  Date:01/20/2023

  Type:Customer Service 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 paid $149.00 for an extended warranty when i purchased my furniture. The warranty expires ****. I have called Rooms to Go several times for repair under the warranty and each time I am transferred to another department which does not help me. The rooms to go associates are aware of my issue and have not taken ownership to help me even though my furniture was purchased from them. I have called every single week since Thanksgiving and each time I am told I only need an authorization code to process the repair. They can see my active warranty and have been advised Guardian is not responding to my requests but refuse to provide me any additional help. I am 76 years old and do not wish to continue spending hours on the phone on hold. Please give me back my money I paid to Rooms to Go for a warranty that they will not let me use.

  

  Business Response

  Date: 01/30/2023

  Dear BBB,
  
  We are in receipt of this claim.
  
  Rooms To Go prides itself in excellent customer service,henceforth; it is unfortunate to be made aware of the issues expressed the customers complaint.
  
  Our office has reviewed the account. Please note that Rooms To Go offers a 1year warranty against manufacturers defects as stated on their terms of sale located on their purchase receipt. Theirs expired as of 6.17.22. The customer purchased an extended service plan powered by Guardian. Any service approvals fall under said companys purview. Without authorization, Rooms To Go is unable to provide a course of action once the 1year expires.
  
  Currently, our records show Guardians liaison acquired said authorization and a service has been generated for the customer. It is scheduled for *******.
  
  We trust this claim has been settled.
  
  Thank you for your time.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  Date:01/20/2023

  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.

   
  Better Business Bureau:
  
  Assuming that these credits actually go through, 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 for your assistance.
  
  Sincerely,
  
  *************************nal pressure.We want what we paid for, and we want a discount for all of our trouble and missed time off work. We are not interested in a different item or store credit: we chose this item because we liked the features of it, and we do not intend to buy Rooms to Go ever again.

  

  Business Response

  Date: 01/31/2023

  Dear BBB,
  
  We are in receipt of this claim.
  
  Please express our apologies to our customer for any inconvenience they may have experienced.
  
  With respect to their situation, our office has reviewed the account in its entirety. We have been made aware the final exchange of the chest and bookshelf was completed for the customer on ******* with no further issues reported.
  
  Regrettably, we would be unable to compensate for loss of time. The corresponding delivery company offers a wide delivery calendar in the customers area. We deliver Tuesdays- Saturdays in order to provide options to choose from. However, our records show the store has been in communication with the customer. In regards to accommodation, an initial offer of $200 has been processed and the store manager offered an additional $100 once the exchange was finalized.
  
  We trust this claim was settled.
  
  Thank you,
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  Date:01/20/2023

  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 10/31/2022 I placed an order for a laf seat cushion part, received the specific description and part number from my local rooms to go. Submitted my order form with the correct information and a check only to have received the incorrect item. After waiting almost 2 months for the part and in the middle of the renovation I open the box to discover it is incorrect and contact rooms to go immediately. The part is now not in stock and could potentially be a total of 6 months that I am waiting for this product. Every time I call no one is helpful. I spoke with *********************************** supervisor at corporate who was extremely rude, spoke over me while repeating the same line and refused to transfer me to someone above her. No one can give any estimates and I do not find it fair that I have to wait 6 months for an item that they sent incorrectly but had no problem taking the money for. I need someone to contact me in regards to this.

  

  Business Response

  Date: 01/30/2023

  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To Go, please express our apologies to our customer for any inconvenience experienced.
  
  With respect to their situation, we have reviewed the account in its entirety. Records reflect the customer requested an additional cushion for their sectional; therefore, a paid part order request form was sent to them. The form was sent back with their payment and it was processed on our end. We show the customer was advised the timeline for vendor part orders. ************************* does not have the space to house parts for every piece of furniture we carry. In view of this, an order must be placed with the manufacturer and our customers are advised it may take up to 90 days for the part to arrive and be shipped to them. Unfortunately, this is an approximate time line given to us by the vendor.
  
  Regrettably, the incorrect cushion was shipped to the customer. Our records reflect our parts office reordered the correct piece for the customer; however, it would not be available for immediate shipping as it was not in stock. Please note that parts are sent as soon as they are available or manufactured. This is not within our control. We have been made aware that the new part has now been shipped via *** on 1.20.23.
  
  We trust this matter has been settled.
  
  Sincerely,
  
  ********************
  Presidential Assistant

• Initial Complaint

  Date:01/20/2023

  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 wasted 2 days with rooms 2 go with nothing to show for it. I would like to speak with someone in corporate office please. The whole thing bothers me and needs to be explained and spoken about.

  

  Business Response

  Date: 02/03/2023

  Dear BBB,

  We are in receipt of this claim.

  On behalf of Rooms To Go, please accept our apologies for any problems with their delivery.  We reviewed their file and only show the delivery scheduled for one day 1/19, not any other day.

  At times, there will be unforeseen circumstances in the driver's route where the original time frame will be affected and updated.  We regret this took place with our customer's delivery.

  In general, most of our sales staff are trained to let the customer know that delivery could be anywhere between 7am to 10pm.

  As a good will gesture, our customer was offered a refund of their delivery fee.  Consequently, the order was cancelled and no monies were charged.

  Our office spoke with ******************** this morning and apologized for the situation they experienced.   ******************** was asking for a $200 adjustment to reinstate their order.

  Rooms To Go would not be able to comply with that request.  Our office would be happy to honor the original offer and waive the delivery fee should our customer wish to reinstate.

  We thank ******************** for their feedback.

  Sincerely,

   

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

  Presidential Assistant

• Initial Complaint

  Date:01/20/2023

  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.

  On November 17, 2022 I purchased a credenza from Rooms to Go Online Order No. *********. On December 15, 2022 I was scheduled to receive said credenza via Your Metropolitan ********************* Upon arrival of the delivery service, it was discovered that the credenza was damaged. Obviously, they took the credenza back and I signed the delivery ticket that the item was not delivered. I expected to hear from Rooms to Go about sending me a new credenza, but I heard nothing. On January 3, 2023 I contacted their customer service via telephone at which time I was informed that they did not deal with online orders and I would have to communicate with them through email only. On January 6, 2023 I emailed them requesting resolution to my problem. As of today, I have not heard back from them.

  

  Business Response

  Date: 01/31/2023

  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To Go, please express our apologies to our customer for any inconvenience they may have experienced.
  
  In regards to their situation, our records reflect the customer purchased a piece that is considered special order as it is shipped directly from the vendor not Rooms To Go. We have reached out to the liaison in order to investigate the customers inquiry.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant