Business Profile

Furniture Stores

Rooms To Go

Headquarters

Complaints

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

Customer Complaints Summary

1,660 total complaints in the last 3 years.
419 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:12/13/2022
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.
My husband and I purchased a Mattress from your store that was deliver this Saturday 12/10/2022 by a third party vendor you contracted. They showed up in a budget branded truck and the delivery men were extremely unprofessional they were literally running inside of my home , almost stepped on my cat, and when they were bringing up my new mattress that I paid over $5000 for they banged into my walls all the painting on my wall and they damaged my ********. I have purchased from rooms to go before and did not have a problem.
Business Response
Date: 12/20/2022
Dear BBB,
We are in receipt of this claim.
On behalf of Rooms To Go, please express our apologies for any inconvenience.
Our office has forwarded a copy of the claim to the corresponding delivery claims manager.
They will be reaching out to our customer to acquire additional information. Our customer is welcome to send pictures of the affected area and at least 2 repair estimates on company letterhead specifying work to be done in PDF Format. We will forward to the delivery company once received.
We thank our customer for their business and trust this has been answered./
Sincerely,

******************
Presidential Assistant
Customer Answer
Date: 12/25/2022

Complaint: 18565346

I am rejecting this response because: The business had ******************** reach out and I responded to her on December 21 at this email ********************************* this person has not acknowledged my email with video proof about my ********. Is there a reason for this? what is the phone number to your claims department? this is not proper or timely communication from your team. Your customer service team refused to give me a phone umber to your claims department.

Sincerely,

*************************
Customer Answer
Date: 12/29/2022
Hi
I have attached a video of the ******** that they damaged. I need more time to get quotes as getting some one to come to my home during these holidays has been a bit difficult. Please let me know if you need anything else.
Business Response
Date: 01/06/2023
Dear BBB,
We have received this latest response.
We reached out to the claims associate. We are aware ******* has reached out to our customer and the delivery company is waiting on 2 repair estimates on company letterhead in
order to review for a final decision.
We trust this is being handled by the delivery company.
Thank you for your patience.
Sincerely,

******************
Presidential Assistant
Customer Answer
Date: 01/08/2023

Complaint: 18565346

I am rejecting this response because: I have sent in my two quotes and the issues has not been resolved with the company yet. I have also attached the quotes here.
If you do not see the attachments please let me know.

Sincerely,

*************************
Business Response
Date: 01/11/2023
Dear BBB,
We are in receipt of this latest response.
Our office has reached out to Arkitha and they have received our customer's quotes. We also made them aware of the circumstance with the contractor.
The claim is under review at this time.
Should our customer have additional inquiries, they are welcome to e-mail Arkitha.
Thank you for your patience.
Sincerely,

******************
Presidential Assistant
Customer Answer
Date: 01/17/2023

Complaint: 18565346

I am rejecting this response because: because I still have not received resolution or any money for my ********.

Sincerely,

*************************
Customer Answer
Date: 01/20/2023

Complaint: 18565346

I am rejecting this response because:
On 1/19/23 Arkitha made me a settlement offer of $525 which is well below the quotes of $800 for my ********. She did not conduct a proper investigation. Only asking the contractors one question. When I spoke to her supervisor I asked her how did ******* come up with this number and why is it so much lower than the quote her response was I dont know but sometimes the age of the ******** does come into play. I asked her how would ******* know the age of my ******** when she never asked me. The supervisor was very dismissive and did not want to look into how this settlement came up. I emailed ******* and asked why I should have to pay the rest of the money to fix my ******** when I was not the one who broke it and how is this fair and sufficient as she called it. I have not received a response. I need to understand how she came up with the number $525 that she thinks its fair and sufficient when she did not conduct a proper investigation and they gave my contact information to the third party contractor who broke my ******** to begin with. The outcome I want is my ******** to be paid for in full.

Sincerely,

*************************
Business Response
Date: 01/24/2023
Dear BBB,

We are working with the delivery company in order to finalize this claim.

Once agreed, our customer will be sent a release to execute and send back to our office.

Upon receipt, please allow at least ***** business days for processing the settlement.

Thank you,

***************************
Customer Answer
Date: 01/25/2023

Complaint: 18565346

I am rejecting this response because: I have not received communication from rooms to go as of yet regarding my ******** that was damaged on 12/10/22. When will my ******** be repaired? ***** days is a long time at this point my ******** will be damaged for over a 2 months. Who will be contacting me to update? When I call your claims department they refuse to let me speak to the claims specialist that is assigned to this case.

Sincerely,

*************************
Initial Complaint
Date:12/13/2022
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.
Purchased a leather power sectional from rooms to go in April informed them several times that the sofa is defective the seat leans to the left when seated and reclined making it very uncomfortable they told me that was my preference that I wanted it straight and that they couldn't do anything paid almost 5000$ with insurance the thing is or should be under warranty. I want them to replace it.
Business Response
Date: 12/19/2022
Dear BBB,
We are in receipt of this claim.
On behalf of Rooms To Go, please express our apologies for any issues with their sofa.
Our office has reviewed their file. We have reached out to our customer. In the best interest to resolve, we will provide a courtesy exchange.
Unfortunately, we have no stock of this time. We will be receiving a shipment after 1/15/23. Once the product is in our warehouse, we will reach out to our customer
to schedule the exchange. Our customer has been made aware.
We thank our customer for their business and trust this is being handled.
Sincerely,

******************
Presidential Assistant
Initial Complaint
Date:12/12/2022
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.
Bought an electric fireplace. They delivered the wooden part of it which is like a console table, and I waited 6 weeks for the firebox part to come on. Delivery was scheduled for 12/9/22. Delivery came on time, 2 guys rushed in, threw it in the center of the console and rushed out. I had to stop them yelling wait wait wait, can you at least show us how to use it? The one guy went quickly through the colors the fire could display on the remote and then joined the second guy in the truck. As they were driving down the road I called them on the mobile number they had called me on and asked them to please return that the firebox wasnt installed correctly. The guy who answered said whats wrong with it? I told him it was making a terrible rattling noise whenever you put the actual heater part on and it went to blow out hot air. His response was all the fireplaces do that. I promptly told him no they did not because we have one inside our house thats identical it does not make the horrible sound. Then he said they would turn around and come back. After waiting 15 minutes my husband got in our side-by-side and drove up the street where they were parked in the grass and ask them what they were doing and if they were coming back like they said. The driver told my husband no were not coming back. We will have someone call you. So apparently they did not care. They just wanted to rush out to their next delivery. Although they were sitting on the side of the road, still on our street. After they told my husband, they were not coming back. I called customer service and did not get anywhere. Its a shame that they dont care.
Business Response
Date: 12/15/2022
Dear BBB,
We are in receipt of this claim.
On behalf of Rooms To Go, please express our apologies for any issues on delivery. Our office has forwarded a copy of this complaint to the corresponding delivery manager in order
to investigate further with their drivers.
We have reviewed the file and we are aware a service was scheduled for today to finalize the set up and evaluate the fireplace.
Once the service takes place and we receive the technician's report, we will follow-up with your office.
We thank our customer for their business.
Sincerely,

******************
Presidential Assistant
Initial Complaint
Date:12/12/2022
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.
12/1/22 ,12/6/22.12/10/22 Company has sold me several mattresses that sagged after very little use. Service person came out and said the current mattress had sunk in the middle as well. Service person made report and suggested I take another of the same mattress that I have now that is sagging. When returned the call to **************** on 12/6/22, the agent told me that since I refused to take the same mattress that I needed to go elsewhere for a mattress, and I would receive a refund from the store. I called the store I purchased from on 12/10/22 and ******* informed me that Refunds could not be done at the local store level which is probably correct. The **************** rep also did not enter in her notes that she advised me to obtain a refund. This agent has been deceptive and because the store has sold me so many substandard products, I agreed with the agent as she told me that Rooms to Go could not help me and I should look elsewhere for a mattress. I am asking your assistance in this matter since less than 60 days prior, I purchased an upgraded mattress due to another defective mattress, only to find it was defective as well. This store owes me a refund and their **************** department should stop deceiving Customers.
Business Response
Date: 12/15/2022
Dear BBB,
We are in receipt of this claim.
On behalf of Rooms To Go, please express our apologies for any problems our customer has experienced with their mattresses.
Our office has reviewed their file. We appreciate our customer's business. At this time, we believe it would be best to authorize a return for a full refund.
The store has contacted our customer and the return for the mattress has been scheduled. Once the mattress is picked up and checked off in our warehouse, our Accounting department
will be processing the refund back to the creditors.
We thank our customer for their business and trust this has been resolved.
Sincerely,

******************
Presidential Assistant
Customer Answer
Date: 12/16/2022

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. Awaiting refund and mattress pickup

Sincerely,

***************************
Initial Complaint
Date:12/12/2022
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 ordered a leather reclining sofa, loveseat and chair around Nov 5th. Over time I noticed I didnt have an email that I could refer back to for status if my order or delivery. I understood that my order wouldnt arrive till Dec 17, but still thought I should have received an email. When I logged into the rooms to go account I could see the $2,700 balance on the rooms to go card so I kind of know that yes the order is placed. I called customer service early December just to confirm the order and delivery date, which they did. They had the nerve to call me a few days later (over a month after the initial order) and left me a voicemail at 12:17 pm CST that I have to call them back by noon (which already passed, especially in the time zone the headquarters is located) and confirm my order or it will be cancelled. I just dont understand how you can charge my card and give me a delivery date but tell me my order isnt confirmed? What are you talking about ?!? When I spoke to the representative she was very matter of factly and rude. No apology. No explanation. No kindness or empathy. I will never order from them again. My last order from them was a bad experience also. I guess as a whole, the company has just gone downhill. My last order was a dining room table set. I tried to call and have them replace the damaged items(due to lack of delivery care) but the hold time was an hour and half , which I understood at the time due to Covid and a lot of down staffing at call centers etc. but I attempted several times via phone and email and never got a call back nor reply. To this day I still have the damaged chairs and glass table. Just irks me I spent over $700 on the items that I was never allowed to dispute and get replaced in new condition as they should have come to begin with. Chairs all have damage to wooden backs, legs, one had stain to the cloth seat and the glass tabletop had long scratches across that will cut you when you rub your hand down it.
Business Response
Date: 12/14/2022
Dear BBB,
We are in receipt of this claim.
On behalf of Rooms To Go, please express our apologies for any lack of professionalism and explanation regarding her order.
Rooms To Go does not charge a customer's card without their consent on-line. Regarding the customary confirmation call, those are done at least a few days prior to their delivery.
Concerning their dining set, our office has found the order and reviewed their file. Since the initial delivery in July 13, 2021, there is no verbal or written documentation showing on their account regarding
any problems with their dining set. Their delivery was a doorway delivery. We have pictures of the table and the 4 chairs. Rooms To Go has a 1-year warranty and this has already expired.
We certainly understand about Covid. However, by that time, there were still other avenues such as Better Business Bureau, our ************************ our Rooms To Go On-Line Chat, our stores that were available to
forward the information to our ************* Center.
Unfortunately, there has been too much time lapse with furniture in the home.
We apologize for being unable to pursue any action on the dining set for the reasons explained herein.
Thank you,

******************
Presidential Assistant
Initial Complaint
Date:12/08/2022
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.
Sectional is/was under warranty at the time and we went through the necessary protocols to get out couch fixed which was ultimately through Rooms To Go. Service man came and could not put one piece of sectional chair back together and proceeded to retrieve a bolt or s**** from his truck as a replacement. The original reason service request was to replace the handle wire. This lead the service man to take the chair apart to replace the handle wire and put the chair back together. He could not and either lost a s**** or piece. The chair does not sit properly and does not extend properly without force. We have called Rooms to go several times about this issue and they directed us to the warranty company which then said Rooms to go needs to approve the service. We have called multiple times over several months with no response. They claim we are out of warranty which we are now. However, the original service for the handle wire was during our warranty and the service man was the one who caused more damage to the chair because he was not able to put the chair back together properly. Weve had a broken chair for many months now and need this fixed. We have also requested 1 chair peg for the sectional which has never arrived.
Business Response
Date: 12/15/2022
Dear BBB,
We are in receipt of this claim.
Our office has reviewed their file. The Rooms To Go warranty has expired and ******************** contract expired on 8/22.
Our customer is welcome to send us overall/complete view of the armless in question. Please have them send in PDF Format.
Once we receive, we will review and follow-up with your office.
Thank you,

******************
Presidential Assistant
Customer Answer
Date: 01/03/2023

Complaint: 18543680

I am rejecting this response because:
Hello, attached please find photos of the couch. Thank you for the prompt response.

The first technician made it even worse. Second technician confirmed that the first technician broke some parts and it was missing a leg.

Second technician claimed he will order parts. And next thing we know nobody wants to fix it anymore. So not only it doesnt recline anymore, it is tilted.

We paid in full, we paid the warranty. The technician broke it yet we are being blamed.

Sincerely,

Fatini ****
Business Response
Date: 01/13/2023
Dear BBB,
We have received the latest response.
We have reached out to our customer to verify which piece it is. They have an armless chair and an armless recliner.
Please have our customer communicate with our office at **********************************.
Thank you,

******************
Presidential Assistant
Initial Complaint
Date:12/07/2022
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 arrived in town on October 28.. when asked where I should get furniture from I was told rooms to go. I went and found a lovely set.. I was happy even though it was more than I expected to pay... On Oct 8 when it arrived Ottoman had black stains, couch had a hole and upon futher inspection love seat had hole.. .Exchanged Couch and ottoman but was told tech had to look at loveseat.. ottoman came damaged ... stayed home for third delivery a week later and again ottoman was damaged with ****, loveseat still waiting to be replaced.. now a 4th delivery.. No way.. asked for a reduction because this was becoming crazy.. and im taking off from work.. I was offered 200 cost.. on a **** set plus void warranty.. huh? No unacceptable.. now they are saying I can return but i have to wait for a refund.. thisnis ludicris. I have been patient.. I have not yelled.. *** stayed home from a new job 3 times and this is the satisfaction that is offered.. I was willing to settle for a cost reduction. But Rooms to Go.. doesnt satisfy the customer.. at all.. Im highly upset
Business Response
Date: 12/15/2022
Dear BBB,
We are in receipt of this claim.
On behalf of Rooms To Go, please express our apologies for any problems with their furniture.
Our office will be sending a copy of the complaint to our warehouse manager to investigate further.
We are aware our customer was offered an exchange or an "as is" settlement. At this time, there is an exchange scheduled for 12/20.
We thank our customer for their business and trust this is being handled.
Sincerely,

******************
Presidential Assistant
Initial Complaint
Date:12/06/2022
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 June 2022 I went to rooms to go in **********, *******, I was looking for a new sofa set I have two large dogs which I told the sales person. I wasnt sure if I should do fabric or leather he said the warranty would cover dog scratches. And at that time he even called one of the managers out to confirm that dog scratches would be covered on leather I now have dog scratches on the arm of my sofa, called the warranty company and of course its not covered. I called Wellington store and spoke with ***** the manager did call me back. Let me a message telling me hes very sorry he spoke to the sales person. He did admit that he did tell me that the scratches were covered from dogs and that he told him not to tell customers that anymore and they would be happy to give me back my warranty money which doesnt help me now that I have scratches on my new leather sofa. I want the sofa exchanged for a new one. because if I wasnt lied to, by telling me the leather scratches from my dog would be covered. I wouldve bought fabric instead and most concerning as a manager of a store your employee admits to telling me that and leaves me a recording saying that hes sorry and the sales person wouldnt be telling customers that anymore and hes aware that its not covered now
Business Response
Date: 12/14/2022
Dear BBB,

We are in receipt of this claim.

Rooms To Go offers a 1-year warranty against manufacturers defects and workmanship as stated on our Terms and Condition of Sale located on their sales receipt given at the point of sale. Terms are outlined under said contract. They also purchased an extended service plan that is powered by ********. Their guidelines are clearly summarized under the website referenced on said invoice. Unfortunately, pet damage is not covered under the warranty. However,it may be considered accidental damage if it is a single incident. According to the customers picture, there are many scratches. This may be the reason ******** denied the claim as it is consequential damage not accidental.

Although we value their business and sympathize with their concerns, we are abiding by the guidelines within our contract.

On behalf of Rooms To Go, we apologize for being unable to pursue any action due to the reasons explained above.

Thank you for your understanding.

Sincerely,

********************
Presidential Assistant
Customer Answer
Date: 12/14/2022

Complaint: 18530232

I am rejecting this response because:
The manufactures warranty has nothing to do with the scratches on the sofa. Its about the warranty that I purchased, because my sales person told me that dog scratches are covered on leather. If he did not tell me that the dog scratches would be covered on leather I wouldve bought fabric and not bought leather. Second thing the sales person admitted to ***** the manager that he did tell me that the leather would be covered from dog scratches the manager ***** left me a message on my phone telling me that the sales person admitted it its not appropriate for a sales person to tell the customer something is covered and then when theres damages, its not covered. I feel like Im just going round and round and they dont want to except the blame and exchange the sofa for a new one. Has nothing to do with manufacture
It has to do with a sales person telling a me something is covered under the extended warranty plan and that was a lie. I dont want my sofa and loveseat picked up. I just want the same sofa exchanged for a new one. I spent $10,000 when I purchased this leather set. And rooms to go knows the sales person admits to telling me that, so how could they not take care of a customer when a sales person was being honest and said that he made a mistake
Sincerely,

****************************
Business Response
Date: 12/21/2022
Dear BBB,

Our office understands our customers views. Unfortunately,our position as outlined previously remains unchanged.

Please note the issue being expressed is one that ******** may have considered if the scratch was a single incident. There are many scratches which are not considered accidental in accordance with terms of the contract;therefore, no course of action is being provided. They are welcome to dispute the denial of Fortegras decision with them directly.

Otherwise, the only option our office may present is a prorated refund of their extended service plan. Please advise if they wish to accept that option.

Thank you,

********************
Presidential Assistant
Initial Complaint
Date:12/06/2022
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 May 28, 2022, I went into a Rooms to Go store to purchase a mattress. I decided on a mattress and opened a Synchrony Rooms to Go credit card to take advantage of the 0%; however, I made an initial payment with my Discover credit card in the amount of $395. The next day I changed my mind and called Rooms to Go to cancel the transaction, this was made within the time frame to cancel the Order. *****, the supervisor of the store initially told me I could not cancel the order and if I decline delivery, they would initiate the refund. Here is the problem, they canceled the order and my Rooms to Go card was never charged, however, they refused to refund the $395 to my Discover. They told me it would be there as store credit. They refused to provide documentation for the store credit, they just said to come in and provide my account to redeem. I decided to make a purchase yesterday, called and they informed me they refunded the $395 to my Rooms to Go card. I told them the refund should be made to the Discover and should not be made to the Rooms to Go card (Synchrony). I called Synchrony to confirm if the refund was there and the representative told me since I canceled the order, there was no transactions made to the account, no charges or refund. The balance has been at $0 ever since I opened the card. The personnel at the Willowbrook Rooms to Go kept insisting a refund was sent to my RTG card. IT WAS NOT! The managers and supervisors refuse to call me back and refuse to email me any documents showing the transaction. I am asking assistance to get my money back. I will NEVER be a Rooms to Go customer again. The sales people are liars and the managers are crooks. If you are reading this, take heed and never shop at Rooms to Go, especially if you change your mind... they will refuse to issue a refund. And if they did, they will claim it was issued and will never be.
Business Response
Date: 12/13/2022
Dear BBB,
We are in receipt of this claim.
On behalf of Rooms To Go, please express our apologies for any inconvenience.
Our office will be investigating further with the store manager.
We are aware our customer was sent a full credit back to their Discover Card on 12/7/22. Please allow at least 5-7 business days to post on their bank.
We trust this has been resolved.
Thank you,

******************
Presidential Assistant
Initial Complaint
Date:12/06/2022
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 dining set with 3 chairs and a bench, a chair was torn on delivery, I was told that the chair would be replaced, I've called several times since the purchase. I also bought the extended warranty at the time of purchase, the store won't return my phone calls, and the warranty says they do not cover tears at all that it is the store responsibility because it was torn on delivery.
Business Response
Date: 12/13/2022
Dear BBB,
We are in receipt of this claim.
On behalf of Rooms To Go, please express our apologies for any issues with their furniture.
Our office has reviewed their file. The dining chairs were delivered in June 1, 2021.
Although it's true our customer called in several times, there is no documentation about any issues with the dining chair. It's been about the buffet.
We would be happy to review this further. Please have our customer send us clear, overall/complete frontal and rear view of this dining chair with the tear. We need it to show the complete view from Top to Bottom on both
the front and the back of the chair. Please send in PDF Format.
Once we receive and review, we will follow-up with your office.
We thank our customer for their business and assistance.
Sincerely,

******************
Presidential Assistant

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