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

  
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  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:11/23/2022

  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.

  THESE ARE THE NASTIEST, MOST UNPROFESSIONAL, INCOMPETENT PEOPLE THAT I'VE EVER DEALT WITH IN MY ENTIRE 60 YEARS ON EARTH. THEY TALK TO YOU LIKE DOGS, THEY HANG UP ON YOU, THEY LIE, THEY PUT YOU THROUGH PURE H*** AND OFFER NO COMPENSATION FOR IT AFTER STRESSING YOU OUT. DO NOT BUY FROM THIS GARBAGE DUMP. ******** (GHETTO FABULOUS) HUNG UP THE ***** AFTER ASKING HER A QUESTION THAT SHE'D REFUSED TO ANSWER. ONCE SHE DID..... SHE WAS CONDESCENDING AND DIFFICULT. I WILL NEVER BUY FROM THIS STORE AGAIN.

  

  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 issues they have experienced.

  Our office is concerned over the allegations brought forth.  We will be investigating and reviewing further with our Floor Supervisors.

  Rooms To Go monitors all calls to enable us to address any unprofessional conduct displayed.

  We have reached out to our customer in order to research their file to see how we can further assist.

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

  Sincerely,

   

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

  Presidential Assistant

  Customer Answer

  Date: 12/08/2022

   
  Complaint: 18452856
  
  I am rejecting this response because:
  

  1. No one has reached out to me, so that's a lie. 

  2. I've spoken to several supervisors or the superiors of those people, and they've done nothing. 

  3. Never in all of my 60 years on earth, have I experienced such unprofessional ignorance and pure nastiness towards someone who essentially pays the salary of these people. 

  Then when you ask for a supervisor.... they'll literally hound you as to why. When you insist that it's your right as a customer, they'll actually hang up on you. IT'S UNBELIEVABLE! 

  If I can't go to the corporate office for help....who else can I go to? They've caused me unnecessary stress and I'm a veteran who already suffers from PTSD from combat, and I have to deal with this type of treatment when I'm spending my money. 

  And the sad part is that they don't even care. The woman ******** (ghetto fabulous), isn't the only one but, I've now found out that she's ************** How sad. 

  And the woman who was my first sales person, lied to me like a rug and instead of apologizing after I'd called her out....she went on about her business. Whew! She got an ***** sale from me, and I didn't deserve better? Really?! 

  THIS IS MY FIRST AND LAST PURCHASE. 

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

  

  Business Response

  Date: 12/14/2022

  Dear BBB,

  We have received the latest response.

  For your convenience, our office has sent a copy of the e-mail sent to our customer trying to acquire information as to what we need to assist them with.

  Please have our customer make you aware of any ******************** issues they may need resolved and what is wrong with the piece.

  If it's concerning monies, please have them tell you what they feel is incorrect and we will have an office manager reach out to them from the store.

  Thank you for your assistance.

  Sincerely,

   

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

  Presidential Assistant

• Initial Complaint

  Date:11/23/2022

  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 room table/chairs from Rooms 2 Go, along w/ a warranty. The claim process has been arduous and has yet to be resolved. At this point, I feel that R2G has stolen my warranty money without intent to provide the service I requested.3/22: filed claim. They gave me 2 claim numbers and like 4 authorization codes, which is a pain. 7/19/22: Received email from the warranty company ********* stating we would get a new chair. R2G was to contact us to set up delivery. they never did. 8/3: Warranty guy came out, took pictures of the furniture. We ****ed every scratch, ***** and heat **** on the table for him to look at. 9/7: spoke to a woman (didn't write down her name) who said our pictures had just been uploaded to the system and hadn't been reviewed yet. She looked at them and said she could see gouging-which should be covered-as well as heat ****s. 9/20: emailed their customer service. No response. 9/28: spoke to ******. Nothing came of this conversation. 10/26: called R2G. They told me that the table scratches were denied, but that heat damage and gouges were covered. I had to call ********* to discuss the rest. Spoke to ******, he couldn't help so gave me to his supervisor ***. She said heat damage wasn't on initial claim (it was!) so I had to file a new claim. I didn't at that time because I had to get back to work. Each call to ********* takes at least 30 minutes. 11/22: Called 4 warranty. Spoke to ******. He was rather rude. He told me the heat damage claim was denied, which doesn't match what I was told previously (I was told that heat damage wasn't part of the claim, and later told I needed to file a new claim, how could the heat damage now be denied?) I told him I want to dispute. He told me they'd call me back-which I've been told several times and they never do call back. After speaking about tabletop, I asked him about my chair that I'm supposed to get replaced. He put me on hold for over 20 minutes so I had to hang up.

  

  Business Response

  Date: 12/05/2022

  Dear BBB,
  
  We are in receipt of this complaint.
  
  On behalf of Rooms To Go, please express our apologies to our customer for any inconvenience they may have experienced.
  
  Our office would be more than happy to research our customers situation; however, we are unable to locate an account under the information they provided your office.
  
  Please have them provide you with their order number and primary account phone number in order for us to investigate this matter further and proceed with a prompt response.
  
  Thank you,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18452094
  
  I am rejecting this response because:

  Vendor cannot locate my account. I do not have my account #, but I do have the following information: 

  Primary applicant: ************ ***************** Vantage Pointe Cr *********** ** 77573

  Claim #s *******; 1601709

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

  

  Business Response

  Date: 12/13/2022

  Dear BBB,
  
  We are in receipt of the information the customer provided.
  
  ********************** offers a 1-year warranty against manufacturers defects as stated under the terms of sale located on their purchase receipt. Theirs expired as of 6.11.21 & on 8.25.21 for the chairs. The customer purchased the extended service plan powered by ********. The terms are clearly outlined under the website referenced on said invoice.
  
  Our customer 1st reached out to our customer care department on *******; however, they were transferred to Fortegras customer care as they were past *********************** warranty. We show no other communication until 7.13.22. They were transferred to ******** once more for service approval. The customer called back on ******* with said approval and an evaluation appointment was arranged for 9.1.22. The report was sent to ********. They only gave approval for the dining base to be exchanged as the issues with the other pieces of the dining set were not covered under the plans guidelines.
  
  With respect to their situation, we have reviewed their account, technicians findings and the pictures taken at time of service. Unfortunately,there are numerous scratches, heat marks and gouges on the dining set. Our records do not show the furniture was delivered in this condition. Those issues are caused and are not vendor related nor considered accidental damage. A single incident is what would be covered under accidental damage. ********************** agrees with their decision to deny the claim. The base was the only piece authorized for exchange.
  
  Although we value their business and sympathize with their concerns, we are abiding by the guidelines within the contract agreed to at the point of sale.
  
  On behalf of Rooms To Go, we apologize for being unable to comply with their request due to the reasons explained above.
  
  Sincerely,
  
  ********************
  Presidential Assistant 

• Initial Complaint

  Date:11/23/2022

  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 bought a sofa on 04/24/21 and a love seat on 07/20/21 from two different sales associates and were told the same thing by both; that this protection plan that I would pay extra for would "cover EVERYTHING from dog stains to rips". We noticed that the sofa and loveseat both started ripping at the seams on the back of the couch and the on the cushion and it is getting worse over time. I made the mistake of paying in full for it and paying extra for the ******** 3 year furniture protection plan from Rooms To Go. I called ******** to file a claim as I was told that rips at the seams were not covered in this plan agreement they have with Rooms To Go. I then called Rooms to Go ******************** and was told that I was given an old pamphlet and the information was wrong and out of date and there is nothing that can be done to resolve my issue. I find this absolutely unacceptable that I did my part in protecting my product and Rooms To Go has failed at protecting the customer. I don't see why at this time this should be my fault since this is a manufacturer defect. I took ownership of the first sofa on July 20th delivered to my home which makes this sofa a year and 4 months old, it is very well taken care of and I was under the impression that my sofa would be covered for a full 3 years under the plan, in which I paid an extra $190 for. The second sofa was delivered to my home on September 15th, 2021, which is also a year and two months old and as I was told by the sales associate, would be covered for three years under the same plan. Both associates raved about ******** as the best policy to cover my product. I am not only disappointed in the way Rooms To Go has handled this over the phone, but I also was scammed by the sales associates in purchasing coverage that did not meet the protection plan that I purchased. I find the customer service at ********************** completely unacceptable and something needs to done to satisfy me as a customer.

  

  Business Response

  Date: 12/02/2022

  Dear BBB,
  
  We are in receipt of this claim.
  
  Rooms To Go offers a 1-year warranty against manufacturers defects as stated on the terms located on the customers purchase receipt. The 1st order expired as of 7.20.22 and the 2nd order as of 9.15.22. Our customer purchased the extended service plan powered by ********. Their guidelines are clearly outlined under the website referenced on said invoice of what is covered or not covered by the plan. Once the 1-year warranty expires,any service approvals are handled by ******** not Rooms To Go.  
  
  With respect to their situation, we have reviewed their account and currently show the customer requested a refund of their ******** monies as the issues were not covered. Our office has been made aware the request was approved for a prorated refund back to the form of payment used at the point of sale. Refunds take up to 21 business days to process and 1-2 billing cycles to show on the respective statement.
  
  Although we sympathize with their concerns, we apologize for being unable to comply with their request due to the reasons explained above.
  
  Thank you for your time.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  Date:11/23/2022

  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.

  Date of the transaction: 31 January 2022;Amount paid: $1,875.97;Order #: 16829042;The business committed to provide me with a beige sofa and loveseat (to include delivery and setup), with terms and conditions of sale, limited product warranty, dispute resolution/arbitration agreement, and a Guardian 3-Year guard it residential furniture protection plan;The nature of the dispute: over the course of use of the loveseat, it was found the cushions became wrinkled and deformed and there was an unsightly wear pattern. Use was of a "normal" nature, nothing unusual nor abusive. This concern naturally extended to the sofa, despite it was not used. Facing an upcoming move to another state, it was decided we did not want to keep or move these furnishings, rather exercise options as outlined in the "Terms and Conditions of Sale..." to either have Rooms-to-Go replace the nonconforming merchandise in exchange for its return, or refund the purchase price in exchange for return of the merchandise;Whether or not Rooms-to-Go has tried to resolve the problem: on 11 November I called Rose in ***** *************) who set an appointment for a service tech to come on 17 November. The technician observed the furniture, took photographs and suggested we should correct the problem by flipping the cushions. This was not satisfactory. On 21 November I spoke with ****** at R-t-G ************* Ctr. (*****, **) who characterized the situation as a "customer preference issue." She consulted with her manager to approve a reselection of merchandise. However, I would be charged for pick-up of the nonconforming merchandise and for shipment of the exchange merchandise to a Rooms-to-Go in the town closest to where we were re-locating. This was not acceptable. Given no option of reselecting merchandise of higher quality at a R-to-G in our destination area, refund of the purchase price in exchange for return of the merchandise is now the only course acceptable.

  

  Business Response

  Date: 12/05/2022

  Dear BBB,
  
  We are in receipt of this claim.
  
  Rooms To Go offers a 1-year warranty against manufacturers defects at their originating delivery location as stated on the purchase receipt provided at the point of sale. The customer purchased the extended service plan powered by Guardian. Their terms are clearly stated under the website referenced on said invoice.
  
  In regards to our customers situation, we have reviewed their account, the technicians findings and the pictures taken at time of service. Our records deem the living room set to be free from any workmanship or manufacturers defects. However, as a gesture of good will, the customer was offered a reselection to different sofa and loveseat or living room set equal in value. If greater, they are responsible for the difference in price plus new delivery fee and extended service plan should they wish to have it on the new product. The pieces in the home would be picked up when the new product is delivered. This is valid for 30 days from date presented.
  
  Please note the customer accepted the ******************** without any problems. Since the receipt of the order on 2.15.22, we show no record of any written or verbal communication regarding this matter until 11.10.22. We regret we would be unable to present any other option should they not wish to reselect the 2 pieces.
  
  Although we value their business, we are abiding by the guidelines within our contract and apologize for being unable to comply with their request due to the reasons explained above.
  
  Thank you,
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  Date:11/22/2022

  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.

  Purchased dinette set in March. 1st delivery table had damage & chairs. They replaced the table top. The chairs had damage as well. They made 2nd attempt & they were also damaged. 3rd attempt damaged again. Technician they sent out painted them with the incorrect paint along with paint on my kitchen floor. 4th attempt 2 of the chairs damaged with chipped off wood on the leg of one. The other chair had indentation on the back rest that they tried to cover up by painting over it. As being a customer it should be in show room condition. I expect it to be without imperfections. I have lost money by staying home several times for them to correct the ************** still not correct. Please take care of the issue that the company has caused. It's not the proper way to give 100 percent satisfaction. I am very discouraged with this company. I want the two chairs they damaged replaced.

  

  Business Response

  Date: 11/28/2022

  Dear BBB,

  We are in receipt of this claim.

  On behalf of Rooms To Go, we apologize for any problems with their chairs.

  Rooms To Go will attempt one last exchange, we will send out 4 chairs so that they can pick the best 2.  We were able to schedule for Friday, December 9th.

  If the date does not work, our customer is welcome to contact our *********** at ************** to reschedule.

  If the exchange is not successful, as last recourse, we will authorize a return of the dining set.

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

  Sincerely,

   

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

  Presidential Assistant

   

  Customer Answer

  Date: 11/30/2022

   
  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:11/22/2022

  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.

  We purchased a sectional on 10/22/22 after going through their entire store of sectionals and selecting the softest, most comfortable one with lovely soft cushions. The one we selected was not on the floor, however, the larger model was and we loved it except it was too big for our space to fit, so our salesperson ***************************** assured us that the exact same sectional was available to order in the smaller version and a slightly lighter color. 3 days later she reached out because something was not keyed right in the order and had to be redone. When the sectional arrived, I told the representative on the phone who called 5 minutes after delivery that I did not remember ordering this with pillows, but it was all wrapped up still in its original packaging so I would have to wait until my husband got home to open it and set it up. Sure enough the sectional has 10 pillows and no cushion back as we had thought that we ordered. I immediately called the store twice to speak with a manager in which they said the salesperson has to handle it and they left her a message. I called back and was told she was still with a customer and they assured me that they printed out my order for w/the problem. She never called back. I called again the next day and when we spoke, she did not remember us, or the order, but offered to have it returned and select a different couch. All I wanted to do was to switch out the 10 pillows we never ordered for the cushion back we did offer. She now told us that model did not have the cushion back. I then asked if they could order the cushion backs from the bigger model, she stated the color would not match. I then asked for some type of discount then due to their ordering error and telling us it was the exact same couch and was not...She had to speak with her manager. When she called back she told us he offered only a $50 credit due to it being an inexpensive couch. I did not know that $1400 was inexpensive! $50 is not even the cost of one pillow..

  

  Business Response

  Date: 11/30/2022

  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 set.

  Unfortunately, we cannot send back cushions to one sofa to resolve for a different one.  The furniture would not be covered under manufacturer's warranty as it would be altered.

  We reached out to our customer and let them know our office is open to them reselecting to another set of same value that has back cushions.  We directed our customer to view our On-Line inventory.

  Once they have viewed and see whether it fits their budget and living area, they will follow-up with our office.

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

  Sincerely,

   

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

  Presidential Assistant

• Initial Complaint

  Date:11/22/2022

  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.

  On August 6th, 2022 my husband and I went to Rooms to Go to purchase a sofa and loveseat specifically with recliners in them. The sofa/loveseat was put of stock, and the salesperson said we could piecemeal them from the sectional. This is likely where trouble started? Not sure. We paid in full at the time of purchase $3463.93. I have my receipts stating zero balance. The next day the salesman called and told my husband he made a mistake, and that we owed more money by ordering the way we did. My husband was a little perturbed and said fine, cancel everything then. Salesperson called back and said my manager is giving me permission to do it for $50 more, is this acceptable? It was, so I went down and paid $50 more. Every piece of the sofa/loveseat were coming at different times. The next problem came up when they delivered the recliners. The salesman had ordered 3 right arm recliners and 1 left arm recliners. This would be impossible to make a sofa and loveseat when we needed 2 righ and 2 left. The delivery people didn't speak English at all and didn't see the problem. We contacted his manager and they said to return one right arm and they'd make sure another left arm would be delivered or we could wait until the correct recliners came and switch then. I opted to send back with the delivery people as I didn't want anything spilled on the chairs and couldn't return.this was Problem #2. The chair that was returned went missing at their warehouse and it was a huge problem getting the replacement and very confusing for everyone. The 2nd delivery ended with my husband and the delivery driver yelling at each other. We finally got all the pieces and it seemed like it was going to be okay until I started getting a bill from Rooms to Go corporate saying we owed $701. For what exactly? I paid exactly what I was told. My husband and I pay for everything up front. We don't finance things. If we weren't paid up, why did they deliver everything and not have payment plans in place

  

  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 and monies.

  Our office has reached out to our customer.  They will be sending us information in order for their account to be investigated further

  by our Accounting manager.

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

  We thank our customer for their business.

  Sincerely,

   

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

  Presidential Assistant

   

• Initial Complaint

  Date:11/22/2022

  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 purchased a living room set and the set went on sale two days later for a difference of ****** or so. The policy is to refund the difference. They say they mailed a check. I never received it but was told I had to wait 4 to 7 weeks before they would issue another. I kept getting told different dates it was mailed. Some said the 14th of October others said the 17th. I waited. Finally called to inform them I had not received the check. They said they would put a stop payment and I have to wait 7 to ************************************************* then they will issue another check. I cannot see what the stop payment has to do with issuing another check why would I have to wait another 7 to 14 business days, then wait for the mail. This is unreasonable. Seems like a scam. Not sure. I will have waited twii months for difference in sale price for furniture I paid cash for. I will never shop them again. I want my refund.

  

  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 backlog with our ********************* in reference to their price adjustment refund.

  We have reviewed the file and we are aware a new check was cut.  This check is being sent to the store.  The originating store should have it before Friday of this week.

  The store will be calling customer. However, they are welcome to check with them as well.

  We trust this has been answered.

  Thank you,

   

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

  Presidential Assistant

  Customer Answer

  Date: 11/30/2022

   
  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:11/22/2022

  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.

  3/19 purchased sofa and extended warranty online total $1591.61 - invoice attached. 3/25 sofa delivered, sofa was in horrible condition, damage, dirty and look used. ******** suggested to not accept delivery and return - pictures attached. 4/8 replacement was delivered. Leather was stained and discolored. 2nd replacement delivered 4/15. 9/8 contact service due to center seating area was caving and springs can occasionally felt shifting when you sat. Service tech came 9/30 (I believe) and took approximately 5 mins said he could see where the frame bent in the center. Tried taking pics from a tiny opening underneath the sofa. Received a call from ************ a few days later indicating issue was due to usage. I said that was impossible since the sofa was only a few months old and barely used (which the service tech mentioned that it looked brand new) especially since my mom had been in the hospital for over a month and consequently passed away and I was never home to even use the couch. A second service tech came out 10/21, he did the same exact thing as the other, took a pick with phone via a small opening underneath sofa - picture attached. ************ called a few days later and said issue was not covered. I asked to speak to a manager and rep said she was the decision maker, I insisted to speak to a higher level decision maker, she put me on hold and said someone would be contacting me within the next few days and to this date 11/21 I have not been contact again. I am so disappointed in the quality of the sofa and the lack of customer service, especially since the first 2 sofas received were damaged. I paid a lot of this sofa and would expected it to be of quality.

  

  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 issues with their sofa.

  Our office has reviewed their file.  We also reached out to our customer regarding the sofa.

  In the best interest, we have authorized our customer for a reselect towards another sofa of same value.  If the price is greater, they would be responsible for any difference.

  The reselect offer is contingent on our customer returning the present sofa at the same time we deliver the new selection.  Please have them visit the office staff at the originating store.

  We trust this has been resolved.

  Thank you,

   

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

  Presidential Assistant

   

  Customer Answer

  Date: 12/02/2022

   
  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. As I originally purchased the couch online, can Rooms-to-Go please provide instructions on how to go about the exchange?  Should I still go to a local showroom? 
  
  Kind regards, 
  
  *********************************

• Initial Complaint

  Date:11/21/2022

  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.

  Hello, I was sold an insurance for my couches and was promised if any of the couches had any issue they would fix them or replace them. Well all three of my couches have been defective and rooms to go ha failed to fix or replace my couches.

  

  Business Response

  Date: 11/29/2022

  Dear BBB,

  We are in receipt of this claim.

  Our office has reached out to our customer to acquire their order number in order to investigate their claim.

  We have also requested our customer send us clear pictures of the complete view of each of the couches in PDF Format.

  Unfortunately, Rooms To Go warranty has expired and also the Extended contract they purchased expired in July 2021.

  We are reviewing this with our Executive Board.

  Thank you for your patience.

  Sincerely,

   

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

  Presidential Assistant