Complaints

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

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  Rooms To Go

  11540 E US Highway 92 Seffner, FL 33584-7346

  
• 

  Rooms To Go

  5170 S Tamiami Trl Sarasota, FL 34231-4258

  
• 

  Rooms To Go

  9500 Scenic Dr Port Richey, FL 34668-4653

  
• 

  Rooms To Go

  1400 44th Ave W Bradenton, FL 34207-1319

  
• 

  Rooms To Go

  25550 US Highway 19 N Clearwater, FL 33763-2166

  

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

• Initial Complaint

  Date:11/30/2022

  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.

  I am using BBB, Consumer resource in the attempt to receive equitable resolution dealing with an adverse Rooms To Go experience. On 11/29/2022, I received my fourth (4th) re-delivery of a defective *************************** SectionalReference Account No. #***************** sectional. Prior deliveries were severely damaged/uneven.Corporate ******** Services offered me two (2) unacceptable options: A Reselection Option 1, to select another furniture item at the same price or lower within 30 days; or Keep As Is Option 2, to receive a discount of 5% to 20% with warranty termination based on Rooms To Go percentage determination within 48-hours ending 12/1/2022. Neither option will compensate me for all the inconvenience I have endured since purchasing the sectional on 5/31/2022Order No. ******** in the amount of $1,914.72. If I do not decide within 48-hours, I forfeit a sliding scale discount/warranty termination. I do not trust or have confidence in Rooms To Go furniture quality when my totality experience has been damaged furniture delivered. Therefore, the reselect another item within 30 days is not reasonable or acceptable. I selected Rooms To Go furniture store to purchase quality furniture at regular retail market prices. I expected to receive the quality furniture displayed within their retail store at the time of my purchase selection-not false advertisement. Overall, all of the items I purchased since 3/20/2022, except the dinette set, were received damaged with lengthy resolution replacement periods. Order Nos are: 17313439RT, ********, ********, ******** and Exchange Order Nos. 17396181EX and 17415838EX-see uploaded attachment. A fair resolution of dealing with this furniture nightmare ordeal for the past six (6) months would be either 1) pickup sectional and provide a full refund immediately or 2) an 50% discounted price for a Keep As Is wholesale furniture product with no warranty. I appreciate any assistance BBB can provide to obtain a fair resolution.

  

  Business Response

  Date: 12/06/2022

  Dear BBB,

  We are in receipt of this claim.

  On behalf of Rooms To Go, please express our apologies for the problems our customer has experienced.

  We have reviewed their file.  Unfortunately, RTG would not be able to comply with 50%.

  Rooms To Go can offer $445 total(discount and accommodation included) to keep furniture "as is" and thereby voiding the remainder of the 1-year warranty period.

  If this is not acceptable, as last recourse, we will authorize a return of both pieces for a full refund of their monies.  Once the sofas are picked up and order is invoiced, the refund monies will be credited back

  to their **** card.

  We thank our customer for their business.  Please let us know.

  Sincerely,

   

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

  Presidential Assistant

   

  Customer Answer

  Date: 12/08/2022

   
  Complaint: 18481441
  
  I am rejecting this response because:  After review of Rooms To Go response, I do not feel it is an equitable resolution.  They are wanting me to accept ****% ($445)discount and forfeit of my warranty.  I paid regular retail price of $1,914.72. The minimum compensation should be at least 35% ($669.90) with the warranty forfeit.  This would be a fair As Is resolution since there may be other unknown issues in the future. 
  
  If you need to discuss this response, I can be reached at **************.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 12/14/2022

  Dear BBB,

  We are in receipt of the latest response.

  We have reviewed their file.  Both ************ and chaise are functional.  The issues are a minimal variance in height.

  We believe the offer of $445 is fair and just given the nature of the issues.

  We would be unable to comply with a higher request.

  Again, if the offer is not acceptable, please let us know if our customer would like the sofa and chaise returned for a refund.

  We trust this has been answered.

  Sincerely,

   

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

  Presidential Assistant

   

  Customer Answer

  Date: 12/16/2022

   
  Complaint: 18481441
  
  I am rejecting this response because:  I disagree with their findings that my counteroffer of 35% discounted is unfair since I will  be vacating any warranty.   I am out of town until 1/23/2023.  Room To Go can make pickup arrangements upon my return and provide me with a full refund of $1,917.

  I can be reached at **************.  Thank you.  

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

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18481441
  
  I am rejecting this response because:

  Complaint: 18481441
  
  I am rejecting this response because:  I disagree with their findings that my counteroffer of 35% discounted is unfair since I will  be vacating any warranty.   I am out of town until 1/23/2023.  Room To Go can make pickup arrangements upon my return and provide me with a full refund of $1,917.

  I can be reached at **************.  Thank you.  

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

  

  Business Response

  Date: 12/20/2022

  Dear BBB,

  We have received the latest response.

  We have reached out to the store and authorized the return.  The full amount of the refund is $1,914.72, not $1,917.  Once the sofa is returned to our warehouse and checked off, our ********************* will 

  start processing the refund.  Please allow at least ***** business days for processing.

  Once our customer returns, they are welcome to contact our *********** at ************** so that they can call the store to generate the return.

  Since the customer will not be available for over 3 weeks, the return will be created as soon as customer contacts our ***********.

  We trust this has been answered.

  Sincerely,

   

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

  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.
  

  I plan to contact Rooms to Go ******************** on 1/23/23 to schedule the furniture/sectional pickup for a full refund as stated in their response.   I appreciate all of BBB. assistance with this matter.  
   
  Sincerely,
  
  ***************************
  **************

• Initial Complaint

  Date:11/30/2022

  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.

  Late last year (2021)we file a complaint agains rooms to godue a failure of delivery the item that we purchased from them in aceptable conditions, after multiple attempts of try to force Rooms to go to give us the furniture in the condicin we paid for we failed a complaint. Rooms to go replace the items with another items after they refused to delivery the same item, it was take that or they are not willing to do anything else and they dont offer any refund. We finally complete the process. We finally complete and exchange for new items and been force to accept their finally delivery , they corrido are all activities of removal of the first bunk bed and replace with another item that arrived only with 10% damages instead of the previous one where the damages are more extended. That was the end and they close the case , recently they send us some type of bill *** $ ****** when we question the reason after hours on the phone we are informed that we dont return a part on the original order and they are billing us for that. Rooms to go delivered , install, remove the item and swapped with another one installed and take all the items from our home all in one day, after hours on the phone they make notes in the account and tell me they going to fix the issue , Today we received the final notice before they send that amount to collection. We disputing any charges and demand rooms to go to correct and prevent any accounts to be send to collection since we paid for our order in full , no due any balance and the removal of any items from our house was a 100% done by Rooms to go employees. We will take legal action if they send any invalid balances to collections and affect our credit scores as result of any of their actions. We worked somewhere around 10 months with them patiently and they never resolve the issues 100% for us , they offer us 20% to keep the item as it is , offer that we never claim from them , they own us money but they sent us a bill to pay them???

  

  Business Response

  Date: 12/06/2022

  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 reviewed the file.  We show our customer was offered a reselect on the Children's bedroom set and it was delivered to resolve.

  However, a queen ******** was supposed to be returned and the monies would be used towards the new Children's set.  We do not show that a Queen ******** was returned.

  This is why our customer is being billed.  If our customer has signed proof that it was returned, they are welcome to send that to  you in PDF Format.

  For further detailed explanation, please have our customer contact the number on the letter they received or visit the office staff at their originating store.  Our office does not go over the figures.

  We trust this has been answered.

  Thank you,

   

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

  Presidential Assistant

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18480946
  
  I am rejecting this response because: Im not purchasing a mattress the order was only for the bunk bed te picture is from the final item you guys delivered on on the delivery date as it was noted is also damage but after several months of aggravation we not pursuit more complains the mattress that maybe you are mentioned it was maybe a purchased we did 5 years ago and we paid for in full. It fails during the warranty period so we opened a claim that you guys never replaced for us. We dont own anything from that transaccin and you guys never provided any replacement for the item. Back to the bunk bed issue we place the order back on May 2021 with ETA for June 2021 , between the final delivered day and march of 2022 you guys try to fix the original issue but always sent damaging items or incomplete parts , to the point you refused to repair de damages on the original set and we are forced to file the first BBB complaint . After that complaint you guys offered the swap f but with o different color unit and it was not executed until march of 2022. The last items was also damage and it was listed like that to the driver and delivery team. We never hear back from rooms to go until the month of November 2022 when you send the bill in dispute. We contacted your customer service and they provide a different version of why you guys try to collecting from us . They explains to us we never returned all the parts of the original set but we did and I was done by your own delivery team. ******** was never part of the original order and we dont even have one during the entire 10 months we dealing with the nightmare with the order. Your delivery team never complete the assembly due you missing critical safety parts so for the entire time you guys left the merchandise at our home it was non in any use by us . We finally purchased a mattress from on other furniture provider. Not from rooms to go so any claims due such item from you is just invalid. We dont have any desire of continue wasting more time with a company that refused to do the thing right for their customers. You guys offered 20% back from the order due all the inconveniences and we never curved anything back. We decided to no do any future business until you guys started with this madness again. We provide enough evidence  and you guys decided to continue with the aggravations. Rooms to go as a company left to much open to be discuss  we escalate everything to the highest levels and they just change the argument or the versin every single time , the offered to correct issue late November after we contact them back and. Is they have a different version  after we file this complaint. Once again please resolve your internal issues in the house. We handled  enough incompetence and  with extreme patience. Now that we recap and review that nothing is due from us to rooms to go we requesting from the company to make the adjustments required and top any attempts to collect balances not due from us. Thank you 

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

  

  Business Response

  Date: 12/14/2022

  Dear BBB,

  We are in receipt of this latest response.

  Our office has explained in our previous response the reason for the billing letter.

  Should our customer need further detailed explanation, they are welcome to contact the number on the letter or speak with our "Chat" On-Line Teams and request they go over the monies as the orders were placed On-LIne.

  We apologize for being unable to assist further due to the reasons explained.

  We trust this has been answered.

  Sincerely,

   

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

  Presidential Assistant

   

• Initial Complaint

  Date:11/30/2022

  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.

  Rooms to Go is not living up to it's terms and conditions language. Orders: Order # ******** and ******** Terms and conditions include an 80% refund after 48 hours. Does not stipulate 80% of purchase order amount. Last payments on orders was on 2 Oct 22. Total paid is $620. The weeks of effort and calls should give a full refund at this point.

  

  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 inconvenience.

  We reached out to the store.  They have reversed the certificate and the refund monies were sent to their **************** card on 12/6.  Please allow at least 5-7 business days 

  for processing.

  We trust this has been resolved.

  Thank you,

   

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

  Presidential Assistant

   

   

  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.

  Many individuals without knowledge of their recourses to resolve issues like this will undoubtedly lose their money.  Rooms to Go needs to find a better way to do business with customers that allows flexibility.  This will increase customer satisfaction and ensure the companies longevity.  

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

• Initial Complaint

  Date:11/28/2022

  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.

  Well, I bought a set of twin beds from Rooms To Go Furniture in ******, **. I bought this for my cousin who has 4 children. She has a set of twins, not even 1 years old yet, crawling around on the floor. She also has a 4 and 5 year old in kindergarten. I was told by Rooms To Go that they would assemble the furniture after delivering it to her house. I purchased these twin beds, because the salesman told me that the twin beds that I actually liked would not be here until July. I purchased the beds on 04/14/2022. The salesman told me that they had these 2 beds available and ready to deliver and that they would put them together on Thursday 04/21/2022. I received a texted notice from Rooms To Go stating that they are on their way from 9:00am to 1:00pm. My cousin, ***********************, was at home. When the guys arrived to deliver, they told her that the Hardware that goes with the beds was not shipped, therefore, they could not put the bed/assemble the beds. Her rooms in her house are very small, she has 2 twin babies crawling around on the floor, which is dangerous for them to leave the beds unassembled. They delivered the beds and took pictures of them and stated that there is nothing they could do until the Hardware is delivered. I told the Deliverers to take the furniture back to the store and that it was dangerous for it to be left in a small bedroom unassembled. They left. I called the store, very angry, and explained that I do not do business like this. They lied to me about what they were going to do. ********, the store manager, not a care in the world, explained that she would refund me my delivery charges back and told me that she would have the Hardware delivered the next day. By the way, this is very inconvenient. I don't know where her kids slept. Here it is Sunday and I have no Hardware for them to put the beds together. I told her, "What do you expect me to put the **** bed together?" I am still mad. I hope her kids do not get hurt.

  

  Business Response

  Date: 11/29/2022

  Dear BBB,

  We are in receipt of this claim.

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

  We have reviewed their file and we are aware the beds were set up on 4/28/22.  

  As a good will gesture, our customer was also provided with accommodation.

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

  Sincerely,

   

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

  Presidential Assistant

   

• Initial Complaint

  Date:11/28/2022

  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.

  Purchase date was 10/19/2020 They sold me discontinued furniture at full price not being able to maintain the warranty since the furniture was no longer in stock. Dress amount is $599. Dresser is damaged in multiple areas

  

  Business Response

  Date: 12/01/2022

  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 has reached out via e-mail but has received no response.

  Please have our customer provide your office with the order number the dresser is pertaining to, the primary telephone number and the name on the account.

  Once we receive that information, we will be able to research this further.

  Thank you,

   

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

  Presidential Assistant

• Initial Complaint

  Date:11/28/2022

  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.

  About October 26, 2022 I ordered a chair and ottoman from Rooms To Go, on line. Delivery was around Oct 31. Tracking information provided showed the delivery in transit, but never arrived. On November 3, I called them and cancelled the order. The man I spoke with checked information and agreed it had not been delivered and told me he had cancelled the order and I could expect a refund in **** days. On November 22, I again called and told them I had not received the refund and asked why. I was told "they are reaching out to the vendor and haven't heard back, but will check with them again." I was also told by this man that he was closing the business that evening and would call me back before he left for the day. I did not receive that call. I called again on November 23, this time speaking with ****** (sp?) who told me they were unable to get a response from the vendor but are again "reaching out" and I should have my refund in 3-5 days. I asked to speak with her supervisor. She refused to allow me to do that. Told me no supervisors were present, but later must have spoken with one because she came back on the phone and gave me an email address that I should write to to go up the chain with my concerns. I asked why if the vendor doesn't respond it falls on me to wait for my refund, to which I received no answer. Simply, they can't find the chair and until they do, I'm out the money. I wrote to the email address she provided and it bounced back. When on their website for a different email address and again that bounced back.

  

  Business Response

  Date: 12/06/2022

  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 they may have experienced.
  
  With respect to their situation, we have reviewed the account in its entirety. Our records reflect they purchased vendor direct recliner and ottoman set. These are special order items shipped directly from the vendor. In view of this, different procedures are followed. Because the customer did not receive the ********************, they requested a cancelation. This information was sent to the vendor for approval. We regret any delays as the product was never returned to the vendor in order to cancel said order.
  
  Our office has reached out to our special orders department in order to have them contact the vendor and have them authorize the cancelation for a refund. This has now been done. All refunds take up to 21 business days to process and 1-2 billing cycles to show on their credit card statement.
  
  We trust their claim is settled.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 12/06/2022

   
  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:11/28/2022

  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 two recliners on 11/12/22 after being advised of Room-To-Go's (RTG) 30 day Price Match guarantee for delivery to a property I own in ********* **. On 11/25/22, the same two recliners were available for over $250 less. RTG refused the price match claiming that I had purchased two of individual chairs as opposed to a set of two chairs (as you can see in the attachments, the SKUs are the same).

  

  Business Response

  Date: 12/05/2022

  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 reviewed their file.

  We are aware the store created a CM and sent a credit to their credit card on 11/26 in the amount of $294.24.  Please allow at least 5-7 business days to post.

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

  Sincerely,

   

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

  Presidential Assistant

  Customer Answer

  Date: 12/06/2022

   
  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:11/28/2022

  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 was initially sold the wrong bedset, was supposed to be a 7pc king and was charged for a 5pc king. I was told by the manager that its not his problem and he wont give me anything for free. So I came up with my own solution so I said ok take off the dresser and mirror and charge me for two night stands instead. The sales person AGAIN charged me wrong and informed me that I had money left over so I spent it on a tv stand. Now that they know they made this mistake they are making me pay for their employees mistake.

  

  Business Response

  Date: 12/05/2022

  
  Dear BBB,
  
  We would like to express our apologies, for any misunderstanding our customer may have had regarding their purchase.
  
  Our records reflect they have received the furniture they paid and signed for. We do not show they purchased a 7-piece bed set.Furthermore, product and pricing information is available on placards at our showroom locations for our customers convenience. Customers also receive a copy of their purchase invoice with an itemized breakdown of the items they have purchased and will receive. Therefore, customers may review said order is correct at the point of sale. Any discrepancies may be corrected at that time in order to avoid any complications.
  
  With respect to their situation, our records reflect the order was corrected prior to delivery and the furniture has been delivered to the home on 12.03.22.  
  Although we sympathize with their concerns, we would be unable to comply with their request due to the reasons explained herein.
  
  Sincerely,
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 12/05/2022

   
  Complaint: 18462132
  
  I am rejecting this response because:

  initially I was promised a 7 piece ***-set and they charged me for a 5 piece and the sales person never let me see the prices she held it the whole time, secondly they then told me that it was my fault not theirs for that mistake when the sales person and I in fact had a two hour conversation about the ***-set. 
  

  I did not receive my receipt to review and also they rushed me to another register to pay for patio furniture before they were closing. I did not receive a receipt for that as well. 
  

  The sales person does not go over what you are purchasing because all they have facing you in store in a credit card machine. 
  

  I called the store to get my delivery date and didnt have my order number due to not being given my receipts. They then told me when the first mistake was fixed that I was now getting a QUEEN *** vs a KING that was already ordered. So they messed up again and then was told I had to pay for their mistakes. So no I will not accept this. I want a refund for my 5000$ purchase back to my rooms to go card 
  

  Who signed for furniture at my house? No one, I would like a request of the truck and drivers who have my signature. 

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

  

  Business Response

  Date: 12/14/2022

  Dear BBB,
  
  Our office understands our customers views. Records reflect the customer signed for their purchase order at point of sale. In general, invoices are printed and handed to the customer as soon as the purchase order is completed. The customer would be able to acquire copies from their showroom location. Delivery manifests are internal property of the delivery company and is not sent out to the public. However, we have reviewed the delivery companys records that included photos of the furniture delivery in the home and completion of the delivery referenced in our prior response.
  
  Unfortunately, our position as outlined previously remains unchanged.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18462132
  
  I am rejecting this response because you are telling me I received this paperwork when I know for a fact I did not receive any of it. I will not hesitate to get a lawyer involved. I am so appalled by the way you as a business treat customers who had mistake on their orders by YOUR EMPLOYEES and you all will not take any ownership for the mistakes. This is horrible customer service. Again, I am requesting a full refund of my purchase and I will take my business elsewhere in the future. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/28/2022

  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 3 year service contract sold and offered through Rooms to Go. I filed a damage complaint with Rooms to Go. My claim was denied. I was informed damage needed to be due to manufacturer defect. This is contrary to what is stated within the service brochure which clearly states accidental damage is covered.We purchased a queen size sofa sleeper from Rooms to Go on 3-29-21 cost $949.99 , the sales person proudly touted a service plan that covered accidental damage to the couch. We also purchased at an additional charge of $96.00 the ******** 3-year Guard It furniture service. The sales invoice number is ******** and the ******** service contract number is ********. Attached is Guard It service protection program brochure. Note Whats covered is accidental Damage including Chips , Gouges, heat and burn marks, liquid marks or rings, rips punctures, burn marks, normal food and beverage stains marks, nail polish stains, pet biological stain. The actual 6-page service contract (attached) states the definition of accidental damage is while the piece is being delivered to the home. Once inside the home, accidental damage does not apply.Contrary to what the sales person explained what was covered and nowhere within the brochure is it explained accidental damage is only covered while the furniture is being delivered. The accidental damage detailed within the brochure would only likely occur within the home, not during delivery. The deceptive sales practice selling this service contract by Rooms to Go is also deceitful, dishonest, extremely unclear and manipulative language in the brochure. Ive never heard of furniture being delivered that already had burn marks, food or beverage stains, nail polish, or pet biological stains. These instances usually occur AFTER the furniture is within the customers home, not before.

  

  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 sleeper.

  Regarding the ******** Extended Contract, all that is covered and not covered is stated under the contract.

  If our customer desires to have the Contract cancelled and issued a refund, please let us know.

  We show the technician repaired the sleeper.

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

  Sincerely,

   

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

  Presidential Assistant

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18456462
  
  I am rejecting this response because: Although my sleeper sofa was repaired in my home by a service tech on the second inspection I requested, the ******** 3 year service agreement does not cover in home accidental damage contrary to what is detailed in the ******** Sales Brochure used by Rooms to Go salespeople to sell this contract.  Upon further examination of the extensive small print 4 page actual contract detailing what is covered, Accidental Damages are only covered if the damage occurs while the item is being delivered to the home and once inside the home, accidental damages do not apply.   As stated in Rooms to Go reply, I am asking for my money back paid for the service agreement I purchased on this and several other pieces of furniture we purchased from them.  Very ******* how their contract also exempts people from suing in a class action suit.  They have all the angles covered to help them to continue this deceptive sales practice. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/12/2022

  Dear BBB,

  Once again, we express our apologies.

  We thank our customer for their feedback and it has been forwarded to ********.

  We have reached out to our customer via e -mail as we only see two items that have the ******** service.  The items are a power console sofa and a sleeper.

  Once we receive a response from our customer, we will request ******** to cancel out the contract and issue refund.

  We trust this is being handled.

  Sincerely,

   

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

  Presidential Assistant

• Initial Complaint

  Date:11/28/2022

  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 the ********************* furniture set from Rooms to Go on 11/6/2022. This set was delivered to my home 11/16/2022. I have had an adverse physical reaction to the chemicals or materials used for this furniture, which seems to be getting worse with time. I am encountering frequent headaches, numbness and burning sensations on my skin when I am in close proximity to (or sitting on) the furniture. I emailed **************** on 11/20/2022 asking them to arrange a pickup and full refund. **************** refused to a do a refund and asked me to pick out a new furniture set with the store. I have done that; however, the store has not called back to arrange the pick up and replacement order. I am still suffering from an adverse reaction and now customer service is telling me there is nothing they can do and that I have to wait on sales to call me back. I want this furniture immediately removed from my home. I have no idea what chemicals I am being exposed to. The store advised me a few days ago that this is the only set of furniture on their floor that they do not manufacture at Rooms to Go, and it is relatively new, so I am assuming they do not know what chemicals were used on this furniture. At this point, I would like for them to arrange an immediate pickup and refund of my money. I do not know if my reaction is due to the manufacturing process or if it due to some exposure to chemicals while the furniture sat in their warehouse. Based on Rooms to Go lack of urgency in handling this matter, I will purchase furniture elsewhere.

  

  Business Response

  Date: 12/06/2022

  Dear BBB,

  We are in receipt of this claim.

  On behalf of Rooms To Go, please express our apologies for any inconvenience to our customer.

  Our office has not received any e-mails pertaining to issues with the ********************* at this time.

  In the best interest, our customer was offered a reselect to another set.  The new set was delivered on 12/3/22.

  We thank our customer for their business and trust the issues were resolved with the new set.

  Sincerely,

   

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

  Presidential Assistant