Complaints

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

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  Rooms To Go

  11540 E US Highway 92 Seffner, FL 33584-7346

  
• 

  Rooms To Go

  5170 S Tamiami Trl Sarasota, FL 34231-4258

  
• 

  Rooms To Go

  9500 Scenic Dr Port Richey, FL 34668-4653

  
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  Rooms To Go

  1400 44th Ave W Bradenton, FL 34207-1319

  
• 

  Rooms To Go

  25550 US Highway 19 N Clearwater, FL 33763-2166

  

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

• Initial Complaint

  Date:12/05/2022

  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.

  I purchased a bedroom set at Rooms To Go upon returning to the ** after living in Asia serving active duty service members. Upon returning to the ** the cost of housing was very high, I wanted to keep money in the bank in case I needed to put money down on a home. I decided to apply for *** credit and was told I was only eligible for in-store credit. Said in-store credit had zero interest if paid off in 90 days and would be positively reported to my credit report. A win win, right? Wrong.....It is important to note I put more than half of the full cost down, as I did not want to really incur debt, but needed a bedroom set etc. The delivery happens while I am not home, but my son is home. Immediately I notice the back of dresser drawers is bulging, buckled and not fully attached to the dresser. I immediately notify the *** salesman and the store, this was not even 30 minutes after the items are delivered. Now the run around begins. I ended up going into another store because of the ridiculous lack of accountability responses I received from the Pinellas Store via phone. Did I say almost a week went by and no one had come to pick up the dresser, nor had any resolution been given by the phone. I'd just moved to *******, literally just come back to the **. I began to play back the sales encounter in my head. I recall feeling like a fish out of water and remembering not seeing many if any other people of color. Thus, I thought, hmmm maybe this store is not BIPOC friendly, so I went to *** in *****. I explained the situation and was told "furniture cannot be returned", the customer "can exchange ********************" but not return. There was no exception even for damaged furniture. Silly me, I "exchanged" purchased a sofa for the "broken" dresser. This act took way more energy than I had, so I decided to pay the balance in full. Recently, I learn I still have a balance because of the Acceptance Now fraudulence. Why must one buy more because *** sold broken furniture?

  

  Business Response

  Date: 12/12/2022

  Dear BBB,

  We are in receipt of this claim.

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

  Our office has reviewed their file.  We show a return was done on the dresser and mirror on 6/9/22 for a full refund.  Our customer is financed through

  Acceptance Now so the monies were sent back to them.

  Regarding any issues with Acceptance Now and their finance balance, this claim would need to be directed to RAC/Acceptance Now.

  Rooms To Go is strictly the furniture retailer and we have no jurisdiction over Acceptance Now as they are a separate entity.

  Thank you for your understanding.

  Sincerely,

   

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

  Presidential Assistant

• Initial Complaint

  Date:12/05/2022

  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.

  Do not buy from them ! I got a $2240 new sofa that was delivered on November 14th and it came totally defective and with a huge whole on it. The driver that delivered it with his son said to give it a time that because it was in a box it would get right with time . After a couple days a called rooms to go that said they would send a technician to fix it before replacing. They came on November 23th and nothing was done. Rooms to go refuse to replace for a new piece once a bought a new sofa and not used one . It came totally defective and now I am spending money with attorney at small claims at court.

  

  Business Response

  Date: 12/12/2022

  Dear BBB,

  We are in receipt of this claim.

  On behalf of Rooms to Go, please express our apologies for any issues with their chaise.

  Our office reviewed the file.  We became aware the service department was going to order a part.  We have cancelled the part order and have generated an exchange on the chaise.

  We were able to schedule for 12/22 on order#********EX.  This offer is contingent on our customer returning their current chaise at the same time the new one is delivered.

  We trust the claim has been resolved.

  Thank you,

   

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

  Presidential Assistant

  Customer Answer

  Date: 12/18/2022

   
  Complaint: 18522237
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 12/19/2022

  No email, phone call or text messages had been sent to arrange any replacement . And I demand a new chaise not only the part cause I purchases a NEW sofa, and not one defective with a huge hole on it! 

  Even your delivery driver with his 16 years old son saw the hole when they brought the sofa. 

  You can surely take the defective part or even better the whole sofa, I want to receive what I am paying for. Your customer service when I called over 10 times only hang up on us and is not able to be professional or polite enough to respond to the case.

  

  Business Response

  Date: 01/05/2023

  Dear BBB,

  We show a new chaise was delivered on 12/22/22.

  If there are any other issues, please let us know.

  Thank you,

   

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

  Presidential Assistant

   

   

   

  Customer Answer

  Date: 01/06/2023

   
  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:12/05/2022

  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 new couch in June 2021 with a friend warranty. The salesman at the store told us that the warranty covers everything and anything, which was a lie. Within a month our couch started to pill very badly so I reached out to customer service and they sent someone to our house to evaluate the couch. He told me that the couch was defective and they would be sending me new cushions. I had to follow up with them several times before they emailed me back and stated that they would not be replacing the cushions. At this point Ive been lied to by two of their employees. Ive purchased tons of furniture from them over the years and would like to see this rectified.

  

  Business Response

  Date: 12/12/2022

  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 reached out to our customer to acquire additional pictures so that we can view the complete overall view of each of the couch sections.

  Once we receive and review, we will follow-up with your office.

  We thank our customer for their business and their assistance.

  Sincerely,

   

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

  Presidential Assistant

• Initial Complaint

  Date:12/05/2022

  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 4/23/22, I purchased a dining room set from RTG. The furniture was delivered on 6/25/22 with damaged chairs and a table. The business sent a furniture touch-up specialist to my house who determined that the entire set needed to be swapped out. On 7/4/22, I purchased 2 additional chairs that were supposed to be delivered when the replacement set arrived. Today 12/3/22, the delivery people arrived at my home and unwrapped the chairs in the street in front of my home and informed me of damage to all 6 chairs, and recommended that I refused the purchase which I did. I asked if would they remove the damaged set from my home and they advised me to contact ***************** **************** advised me that the only option I had was to visit the store and choose a different set and they would do a "swap". In other words, forcing another sale and reverse theft by deception. RTG **************** refused a pick up of the damaged set while ************** is sending me a bill for the damaged goods. This company is forcing me to engage in business after the delivery of 2 badly damaged dining room tables and chairs constructed in ***** per the contract delivery men and seen on the box. Refusing to remove the damage set from my home and harming my creditworthiness. The damage was so obvious to the naked eye and was brought to my attention by the delivery men who took pictures and reported the findings to **************** who contacted me. I want this damaged purchase removed from my home. When I heard their refusal for pick up, I offered to rent a Uhaul for return and the rude customer service rep told me that I would have to deliver it to ***** and they would refuse it there as well. The damaged set has not been used at all. I am a retired disabled registered nurse on a fixed income who worked 41 years and I have no money to pay for a defective product. Please assist.

  

  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 problems with their chairs.

  In the best interest to resolve, the dining set is being picked up on 12/22 for a full refund.

  We consider the claim resolved.

  Thank you,

   

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

  Presidential Assistant

  Customer Answer

  Date: 12/27/2022

   
  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.

  The items were picked up on 12/22/22 and per ************** on 12/27/22 at 5:15pm, a full refund has not been issued and I am still indebted to ************** Acct# **************** $1800 plus dollars.

  The matter will be closed upon ussue of a full refund as stated by the merchant.

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

• Initial Complaint

  Date:12/05/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the ************************* 7 Pc **** Sleigh Bedroom with Storage for $2492.48 on July 5, 2022.I was given a delivery date of Saturday, October 1, 2022, which was a disappointment to have to wait 3 months for furniture, but I understand there may be supply chain issues.On September 15, 2022, I received a message about my order; I would need to be reschedule the delivery date due to a manufacturing delay. On September 26, 2022, I spoke with a representative of Rooms To Go, and was told that the next delivery date would be December 27th! This did not seem like a delay, but they were having me reorder the furniture, as it was going to be ANOTHER 3 months! That is not a rescheduling of a delivery but a reorder. The representative was short and told me that I can either accept that date or choose something different.I accepted the date because I wanted what I ordered. It is absolutely unacceptable to get furniture 6 months after order. The same set has been advertised even up to the date of this complaint. I believe my order was given away and I was made to reorder, unless Rooms To Go can show documentation otherwise.I believe Rooms To Go owes me more of a documented explanation as to why I had to reorder and not get a redelivery date. Otherwise I expect someone to make this right.

  

  Business Response

  Date: 12/09/2022

  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 or misunderstanding regarding their purchase.
  
  With respect to their situation, our records reflect they were aware the bedroom furniture was on backorder when the purchase was made.The manufacturer provides us with a proposed shipment date and that is how their order was dated at the point of sale. Like many retailers, our company is still dealing with supply chain issues, vendor labor shortages, and Customs shipping delays due to the global pandemic. Please keep in mind all businesses including manufacturers affected either stopped or slowed production of product. Regrettably,this is out of our control.
  
  Our records do not reflect the customer reordered their ******************** nor that the initial order was canceled and new order written. The delivery date was pulled due to the manufacturers delay. The customer was given the option to reselect to product that *** be available sooner. If they do not wish to wait or reselect, our office will have the store cancel the order for a full refund. This offer is valid until 1.09.23.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  Date:12/05/2022

  Type:Delivery 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.

  My husband and I ordered and purchased a sectional on November 5th, 2022. We purchased through the rooms to go financing for 24 months. We were told that we would have our furniture delivered on December 2nd and received a text asking us to confirm. We confirmed the delivery date, and when we contracted Rooms to Go on December 2nd for a delivery time frame we were told we would not be getting our furniture due to non payment. When we contacted the store we were told that a glitch in the system had not processed our payment with the rooms to go credit card. We were not made aware of this glitch that affected our payment. No emails, phone calls, or mail was received. We corrected this error quickly by making sure payment was made in full. Now rooms to go is saying we have to wait another 2 weeks for our furniture to be delivered. This is unacceptable as this is a company error and not buyer error. It is unacceptable that rooms to go would also not expedite our furniture delivery to correct such an error on their part. Had wed been notified of the payment issue we would have corrected it weeks before delivery to prevent this from happening. I expect my furniture to be delivered within the next 3-5 days as this error was completely on the company and their lack of communication. Our sales associate, who has been nothing short of amazing, has tried to help us as much as she can. This is falling completely on management and their lack of professionalism.Please see photos attached of our purchase receipt, confirmation of our rooms to go account having been created, and text message confirming our delivery date of 12/02/2022

  

  Business Response

  Date: 12/09/2022

  Dear BBB,
  
  We are in receipt of our customers claim.
  
  On behalf of Rooms To Go, please express our apologies to our customer for any misunderstanding or inconvenience experienced.
  
  Rooms To Go prides itself in excellent customer service,henceforth; it is unfortunate to be made aware of the negative events that were expressed in our customers letter.
  
  With respect to their situation, our office has reviewed the account in its entirety. Records reflect we reached out to the customer on ******** in order to advise of the incomplete payment. Since an order cannot be routed when it reflects unpaid, the date was pulled. The account shows the matter was corrected on 12.02.22; however, the delivery date was no longer available. Due to heavy volume, deliveries are scheduled through the delivery companys calendar in order to service all customers.
  
  At this time, our records show the order was rescheduled as a pickup. This was completed on 12.2.22.
  
  We trust this claim has been answered.
  
  Thank you for bringing this matter to our attention.
  
  Sincerely,
  
  ********************
  Presidential Assistant
  

  Customer Answer

  Date: 12/12/2022

   
  Better Business Bureau:
  
  We did not receive any notification on 11.28.22 about our order not being paid or else we would have corrected it.  I had to go get my furniture myself and put it together myself due to the unprofessionalism of Rooms to Go. We should have been notified immediately of the payment issue which we were not. I may accept their resolution but will most likely not do business with RTG in the future.
  

  I have reviewed the response made by the business in reference to complaint ID ********. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/02/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a leather living room set from Rooms to Go. I was told that I could get insurance on my furniture that would cover everything. I did not have enough money for the insurance but decided to borrow the money too get the insurance. I went back the next day and got the insurance. When I filed a claim, my claim was denial. I inquired why and was told that it has to be a tear. They said that the leather was peeling. I told them the leather is not peeling and told them that it was a tear. I was told at the store that any and everything was covered. I was mislead and I would have never taken out a policy that did not cover the leather. This is false advertisement and I want my chair replace. I understand that when buying from Rooms to Go customers are often told things that are not true to make a sale, but when talking about the insurance they should be able to tell you exactly what is covered and what is not. I should not be told the insurance covers everything. I am very unhappy and feel that my money was taken just to be taken. I need help!

  

  Business Response

  Date: 12/06/2022

  Dear BBB,

  We are in receipt of this claim.

  Rooms To Go 1-year warranty has expired.  Unfortunately, the Extended warranty does not cover this issue.

  Our office has reached out to our customer to acquire clear pictures of the complete, overall frontal view of each of the 3 pieces.  Please send in PDF Format.

  Once we receive and review, we will follow-up with our customer.

  We trust this has been answered.

  Sincerely,

   

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

  Presidential Assistant

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18514192
  
  I am rejecting this response because: While you are saying that the 1 year warranty has expired, I was told by your sales persons that I needed to get the extended warranty to cover my furniture. I was told that it covered everything on my furniture. I believed your sales persons and now this furniture is falling apart. I think that you bait people in and you work hand in hand with Guardian to rip people off. I have been ripped off because now I am stuck with poor quality furniture that you will not honor what was told to the customer. I want you to realize that your sale persons are misleading the customer and I am not happy. It's easy for you to say you do not cover something instead of looking at what is being told to the customer. You are overlooking what has made your company famous. Your customers.!!!! What ever happen to satisficing your customer. Get your sale person to relay the correct warranty coverage information. I know what I was told. You should not be able to get away with this. You did everything to get my money, now you don't need me and it shows. 

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

  

  Business Response

  Date: 12/20/2022

  Dear BBB,

  We have received additional pictures from our customer.

  We have forwarded to Guardian to review further and provide us with their decision.

  Once we receive their findings, we will follow-up with your office.

  Thank you,

   

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

  Presidential Assistant

   

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18514192
  
  I am rejecting this response because: Guardian has made it clear to me that they feel that Rooms to Go should so something. I have been getting the run around and no one will make a decision. If we wait then Guardian will just  reject the claim again. I need for someone to help get this taken care of. As I mentioned before, I have not had the furniture three years and it is a disaster. Please help!  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/20/2022

  Guardian let us know that after reviewing the pictures customer sent in.  They are still not covering the issue under their contract.

   

  Rooms To Go will not pursue any action.

   

  As only option, we can refund them a pro-rated amount of the extended contract.

   

  Please let us know.

   

  Thank you,

   

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

  Presidential Assistant

  Customer Answer

  Date: 12/30/2022

   
  Complaint: 18514192
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 01/04/2023

  If the company want to offer a prorated amount please indicate that amount and I will consider the offer. If there is not offer then I would not be happy with this. I would then decline because my chair is still messed up. I feel that it is a factory issue and Rooms to Go should consider replacing that one chair. Again Room to Go is not honoring customer satisfaction.  I am not satisficed with their produce.  

  

  Business Response

  Date: 01/13/2023

  Dear BBB,

  We have consulted with Guardian regarding the refund.

  The prorated refund amount on the recliner would be approximately around $12.30.

  If our customer would also like to cancel the Guardian on sofa and loveseat as well, the prorated refund total on those would be $40.09.

  Please let us know.

  Thank you,

   

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

  Presidential Assistant

   

  Customer Answer

  Date: 01/13/2023

   
  Complaint: 18514192
  
  I am rejecting this response because: You can tell that RTG is not paying attention to what they should be reviewing. It is not the recliner that is damage, it is ************. This is what I am talking about. Just putting anything and not making sure they are doing a good job. I spent over ******* and this is what I get for believing your sales person/ manager?  I do not accept this and will get the the local news and let them know that RTG is selling poor quality furniture. And just what am I going to do with this small amount? I need to purchase me a new loveseat because if ************ is left as is it will continue to rip. This is a manufacture defect. I understand that BBB cannot continue to go back and forth with this so I am not sure what can happen now. Poor ************ from RTG. Disappointed   
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/19/2023

  Dear BBB,

  We have received the latest response.

  We apologize for any confusion as to which piece.  In your original complaint to our office, it was stated that our customer wanted the chair replaced.

  We did not see any chair except for the recliner.

  Our office has reviewed their file once more.  Please understand, the extended warranty does not cover this issue.  It is not a manufacturer's defect.

  In the best interest to resolve, we will authorize a reselect towards another set of same value.  However, ************ will only carry 90% value towards the new selection due to the

  tear.  The other two pieces will bring 100% value into the new selection.  This offer is contingent on our customer returning all 3 pieces at the same time the new selection is delivered.

  This would be the only option Rooms To Go would consider due to the reasons explained in previous responses.

  Please let us know..

  Thank you,

   

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

  Presidential Assistant

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18514192
  
  I am rejecting this response because:

  Before I accept this offer. I do have some questions: will it be the same set, same color, same style? 

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

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18514192
  
  I am rejecting this response because:

  Before I accept this offer. I do have some questions: will it be the same set, same color, same style? 

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

  

  Business Response

  Date: 01/24/2023

  Dear BBB,

  We have received the latest response.

  We do not show our customer's current set available.  This is the reason a reselect was offered towards another set of same value.

  If the new set is greater in price, they would be responsible for any difference.  Once again, the issue was not deemed as a manufacturer's defect.  The option has been provided as a courtesy.

  Again, the value of the pieces stated in our previous response will stand.

  Thank you,

   

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

  Presidential Assistant

   

  Customer Answer

  Date: 01/25/2023

   
  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:12/02/2022

  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.

  We purchased furniture August 2020, but it wasn't delivered until the end of November 2020. That was because of covid, which is understood. The problem occurred when the Livingroom furniture was delivered. The delivery guys came in and placed the furniture down, I immediately said the arms of this chair doesn't look right. He stated "No, that's not right." But instead of you returning the Livingroom furniture just call and let them know. So, of course I called and complained and stated the problem. The hold time was ridiculous, and the customer services crew just passes you along. After getting no help after several phone calls I go to the store and talk with several store rep. **** were not surprised at all about me complaining about the poor quality of the furniture and one stated you're not the 1st one today to say the same thing. So, everyone is not telling the same lie. I was told to contact Guardian and Guardian told me it was a store issue. So, after about 40 phone calls to Rooms to go and Guardian I have NO RESULT!!! I asked if they could at least replace, fix or give me my money back. We spend over $11,000 at Rooms TO Go and can't get any help from them. The quality has completely changed since covid 19.

  

  Business Response

  Date: 12/08/2022

  Dear BBB,

  We are in receipt of this claim.

  On behalf of Rooms To Go, please express our apologies for any issues experienced with Extended warranty.

  Our office reached out to our customer and they have provided us with pictures.  Unfortunately, this set is discontinued.

  In the best interest to resolve, we are authorizing a reselect on their current 4 pieces to another set of same value.  If the price is greater they would be responsible for the price difference.

  This offer is contingent on our customer returning the 4 pieces at the same time we deliver the new selection.

  Please have them visit the office staff at their originating store to finalize this transaction.

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

  Sincerely,

   

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

  Presidential Asisstant

  Customer Answer

  Date: 12/09/2022

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/01/2022

  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 October 31 2022 I went in to room to go location in ******* *******. We just bought a house and needed it fully furnished. Form the minute they found out what I need the attention came no my self and my husband immediately. We spent $17703. 90 after all was said and done. My biggest investment was the mattress because I have scoliosis and arthritis of the spine. Well after 3 attempts for them to fix all the issues as far as broken furniture that got delivered that way and I still have a huge glass table unstable that can actually cut someone's finger or hand off. I have tried to get resolutions based on their own exchange policies but they are not even trying to honor that, I have been trying to have them exchange this mattress I spent $10,100 on that has caused me severe issues worse than the ones I already have, they keep saying "you have to give it 30 day" so you can break it in, and it feelslike an eternity.This is not a pear of shoes.They have become so negligent that their delivery people won't even put on shoe covers to protect the customers rugs and when asked I got cursed at in Spanish and the delivery was taken away. Something has to be done ****************************** should know what is going on and I want a resolution out of court but I will take it to if I have to. I don't appreciate that they don't have core values with their customers and they all make up their own rules. This will be the last time I ever take my business to Rooms to Go, I originally knew they where like this because of other complaints I've heard but I gave the benefit of the doubt and they failed miserably.

  

  Business Response

  Date: 12/08/2022

  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 also be investigating the allegations brought forth concerning the personnel.

  We have reviewed the file.  We are aware the store is handling the mattress/base issues.  A new exchange has also been generated for the furniture pieces that need to be rectified.

  This is all scheduled for December 13, 2022.  

  Once all the issues are resolved, we will offer a $200 refund.

  We thank our customer for their business and trust this is being resolved.

  Sincerely,

   

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

  Presidential Assistant

  Customer Answer

  Date: 12/11/2022

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/30/2022

  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 placed an order online on November 24, 2022 for a loveseat and a dining table set, picked up the order on that following Sunday. I noticed that one of the dining table chair had a defect, it was ripped on the bottom of the chair with cotton sticking out. I told the warehouse employee to exchange it for another one and he told me that he did not have any in stock at the time but to just take it home and I have 1 year to think about it and can return it if I don't want it. I called customer service care and internet sales on November 30, 2022, gets transferred 5 times for each person to tell me a different story each time. In the end I get them to tell me that the he was wrong in telling you that and that I've missed the ****************************************************************************** value.That is ridiculous...if I had known that it was 48 hours timeframe for returns I would have not accepted my order and just leave it there. The fact that I have to be stuck with a dining table set that is defected or I have to pay more out of pocket for an item or I basically lose my money or I'm stuck with something I am not happy about. This is miscommunication from an employee.

  

  Business Response

  Date: 12/09/2022

  Dear BBB,

  We are in receipt of this claim.

  On behalf of Rooms To Go, please express our apologies for any problems with their dining set.

  Our office reviewed the file.  We have offered our customer a reselect towards another dining room group of same value.

  Our customer has selected another grouping.

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

  Sincerely,

   

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

  Presidential Assistant

   

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18483484
  
  I am rejecting this response because I am still waiting for a response from the presidential assistant. I was approved for a refund on the difference I had to pay for the reselection but have not heard back since Wednesday, 12/7

  

  Business Response

  Date: 12/14/2022

  Dear BBB,

  We have received the latest response.

  We apologize but we were out of the office.

  We have sent our customer the information she was requesting.

  We trust this has been answered.

  Thank you,

   

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

  Presidential Assistant