Complaints
This profile includes complaints for Rooms To Go's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,671 total complaints in the last 3 years.
- 429 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/21/2022
Type: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 placed an order for replacement cushions and Rooms to Go cashed mh $198 check # **** on 7/22/2022. To date, I have not received my refund for the cancelled replacement cushions. Ive called back once a week and each time, Im transferred around and they say theyre emailing the parts department. I receive no follow up and each time they say its noted in the system that Im supposed to receive a refund. Order # *** 405 42I
Business Response
Date: 11/25/2022
Dear BBB,
We are in receipt of this claim.
On behalf of Rooms To Go, please express our apologies for any delay.
We have reviewed their file. We are aware they advised RTG that they had received their refund check on 11/22/22.
We consider this claim settled.
Thank you,
******************
Presidential Assistant
Customer Answer
Date: 11/28/2022
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 finally received the refund check.
Sincerely,
*********************************Initial Complaint
Date:11/21/2022
Type: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 returned a dinning table that was picked up on July it is now November 19th and I have yet received my refundBusiness Response
Date: 11/25/2022
Dear BBB,
We are in receipt of this claim.
On behalf of Rooms To Go, please express our apologies for any inconvenience.
Our office reached out to our Accounting department. The credits should have posted on their statement back in August 2022. Our customer was provided with a reference number on Wednesday, 11/23.
If our customer is still unable to view the credits, please have them provide Synchrony and **************** statements from August and September 2022 showing Page 1 & Page 2 in PDF Format.
Thank you,
******************
Presidential Assistant
Initial Complaint
Date:11/21/2022
Type: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 leather sectional from RTG in April 2022. We were not happy with the quality. ******** care sent someone to our home to inspect the sectional. He said we would hear something within a week. After receiving no response we contacted ******** Care again and were told he found no issue with the quality. The ******** Care person asked us to send photos. They agreed the seems were very uneven and crooked from piece to piece. A replacement sectional was delivered to our home. To our disappointment, it was worse than the first. We contacted ******** care again and they said they would allow us to choose something different. We found something different and placed the order. Our furniture was scheduled to be delivered on 11/10/22 but unfortunately due do a tropical storm it was delayed and rescheduled for 11/14/22. Our delivery window was from 1pm-5pm which meant I had to take a half day off of work. They didn't arrive until 7:10 and mismatched pieces were delivered. In addition, on the seat of the sofa section there was a number written in marker and a dirty hand print on *************. The delivery driver documented this. We were left with out the chaise piece of our sofa. On 11/15 I called customer care to make them aware of the issue. I was offered $75 for all of the inconveniences we had encountered and told new furniture would be delivered prior to Friday, 11/18 when we had company arriving. I was not happy with what I felt was a total lack of customer service. I asked to speak to a Supervisor and was told I would get a call within 24 hours. That never happened and I never received delivery confirmation. I called ******** Care on 11/17 only to get the run around from a "Supervisor". I was told the soonest delivery would be 11/21 in the AM. I told her we worked and that wasn't good for us plus we were told it would by Friday 11/18. She said she would call me back and I am still waiting. We are done dealing with that department!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 inconvenience caused.
Our office has reviewed their file. We are aware there were no delivery fees charged with the new selection.
Our customer is currently scheduled for an exchange on 12/3. Once the exchange takes place, we will revisit any compensation.
We thank our customer for their business and their patience.
Sincerely,
******************
Presidential Assistant
Customer Answer
Date: 12/02/2022
Complaint: 18438101
I am rejecting this response because:
At this point I am not sure what the delivery on 12/3 has to do with all of the prior issues. Also, mentioning we werent charged for delivery as if they did us a favor when the quality of the furniture was the problem initially and incorrect/ damaged pieces were the issue after our reselection. This will be the 5th delivery attempt to correct the issues we have had. Additionally, ************* dropped the ball after we were left with half of a sofa because the wrong facing chaise was delivered and we had company coming in town for the holiday.
Its been extremely frustrating and inconvenient.
Sincerely,
*******************************Business Response
Date: 12/05/2022
Dear BBB,
We have received the latest response.
Once again, we apologize for the issues brought forth. We have forwarded to the corresponding departments in order to investigate and address further.
We are aware our customer had their delivery and the issues were resolved.
As a good will gesture, we are processing a $200. This would override the previous $75. Please allow at least ***** business days for processing.
Thank you,
***************************
Presidential Assistant
Initial Complaint
Date:11/21/2022
Type: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 and chairs from Rooms to Go somewhere around the end of 2019 to the beginning of 2020. The saleswoman asked me to purchase the extended warranty and told us that the warranty was a no questions asked blanket policy and if we ever needed service they would repair or replace the item. I purchased the warranty. When the table was delivered the screws they installed were too long and caused the bottom beam to crack. I tried calling Rooms to Go numerous times to report the damage and spent hours on hold for no one to ever pick up. Since we were at the beginning of the pandemic and assuming Rooms to Go was a reputable company that would stand behind their work, I decided to afford them the courtesy of waiting until the pandemic was over to follow up about the damage. I called today 11/18/22 and spoke to Rooms to Go, they stated it was not their problem and I needed to call the warranty company. Called the warranty company and they said sorry its been over 30 days since the damage occurred so we will not cover it. Made a call to Rooms to Go corporate who told me to just lie and tell the warranty company that it just happened after I have already reported it. That a very irresponsible suggestion to come from the corporate office and I'm sure could also be construed as insurance fraud.Business Response
Date: 11/25/2022
Dear BBB,
We are in receipt of this claim.
Our office has reviewed their *************** customer was delivered in November 3, 2020. We understand the situation with Covid.
However, Rooms To Go never closed down. Since the initial delivery, there is no documentation during the 1-year Rooms To Go warranty period or shortly thereafter.
The first documentation was November of this year.
As a courtesy, we have generated a service in order for ************** to take pictures and evaluate the issue.
Once the service takes place, please allow a few days and we will follow-up with your office.
Thank you,
******************
Presidential Assistant
Customer Answer
Date: 11/29/2022
Complaint: 18437657
I am rejecting this response because:
Rooms to Go has not provided me with any information on how to schedule this service. I called them today and the customer service agent stated she saw no notes about a service call for a technician to come out.
Sincerely,
***********************Business Response
Date: 12/05/2022
Dear BBB,
We have received the latest response.
The file has been reviewed. Our office had generated a service. Our customer is scheduled for service on 12/17.
Once the technician visits, please allow a few days for review and we will follow-up with your office.
Thank you,
******************
Presidential Assistant
Initial Complaint
Date:11/21/2022
Type: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.
Ordered a ********************* on 7/1, this was done online. The price was $1,192.97 & I had to pay for delivery. Even though items were in stock I had to wait till 8/15 for delivery. Delivery everytime has been another story. Received the items & within 5 weeks there were lumps on one side of the mattress. Called end of Sept Tech came out & said it was bad. Again had to wait till 11/7 for a new mattress. Again mess up with delivery & never got replacement mattress till 11/7. Three days later the same thing started to happen. called right away & again I asked if I could just get my money back & you could come & get the items, was told NO. Tech came out today 11/18 & again said it was no good. now I will have to wait to call them & get another mattress. Now this is going to be the 3rd one & I think it is time to give me my money back & take their stuff back. This place is the worst company I have ever done business with. How long is this going to keep up.. Maybe they get seconds but it does not say that on line. Something should be done but I don't know what.Business Response
Date: 11/25/2022
Dear BBB,
We are in receipt of this claim.
On behalf of Rooms To Go, please express our apologies for any issues with their mattress.
Our office has reviewed their file. We were made aware by our ********************* that our customer has placed a full chargeback on their credit card.
We have notified On-Line support to generate a return for the mattress and foundation for a refund. They will be contacting our customer to schedule the return.
Unfortunately, due to the chargeback our customer has placed, RTG will have to wait to see if the ******************* will be refunding their monies.
We trust this is being handled.
Thank you,
******************
Presidential Assistant
Customer Answer
Date: 12/20/2022
Complaint: 18437501
I am rejecting this response because:I already have a ID #************** with Rooms to Go. You got in touch with them & they stated they would give us a full refund which was great as we already had 2 defective mattress from them. They called & gave us a pick up date of 12/19. Today on 12/16 I get a call stating they changed the pick up date to Jan2. Called them & I we hung up on 3 times, different departments quite a few times to be told they can't change that date. Now I already went out & purchased a new mattress & foundation to be delivered on 12/19, told them this but again we can't change this date even though they gave me the date of 12/19 to me. Now during the holiday I have to have a mattress & foundation in my house that I have no room for. Three days before 12/19 they should not be able to just change the date. No telling if they will keep that date as it is I think a holiday. This mess can't be resolved till they pick up the items & we are stuck now having the pick up when they decide. What is going on!!!!!! Thank you ***********************
Sincerely,
***********************Business Response
Date: 12/20/2022
Dear BBB,
We have received this latest response.
We will investigate the issues brought forth further as to why the date was changed.
At this time, our routing manager was able to acquire a sooner date that being 12/30. This would be the earliest date we have.
Please make sure our customer has the mattress and foundation in their possession to return.
Thank you,
******************
Presidential Assistant
Business Response
Date: 12/21/2022
Dear BBB,
This is further update to the claim above.
We received information after sending our response to BBB that we were able to schedule the return for 12/30.
Unfortunately, the return is not scheduled for 12/30 as the Calendar for December had already closed. This was a computer glitch.
We have sent an e-email to our customer to make them aware the return of the mattress set is still scheduled for 1/02/23.
Please make sure our customer does not dispose of the mattress set as there would be no refund if that happens.
We apologize for any inconvenience this has caused.
Thank you for your understanding.
Sincerely,
******************
Presidential Assistant
Customer Answer
Date: 12/21/2022
Complaint: 18437501
I am rejecting this response because: They not me gave me a date of Dec 19 & then 3 days before changed it to 1/2/23. this has been going on since I received the set on 8/15. I now have a mattress set sitting in my hallway through the holiday. Just hope this time it will be picked up but I am sure something will come up again & they will change the date. I have never been so upset with a store in all my life. Is this how they do things at RTG.
Sincerely,
***********************Business Response
Date: 12/30/2022
Dear BBB,
Our office understands our customers views. However, we believe **************** responded to these details in her previous response. The pickup is scheduled for 1.02.23.
Thank you for your time.
Sincerely,
********************
Presidential AssistantCustomer Answer
Date: 01/03/2023
Complaint: 18437501
I am rejecting this response because: The mattress & foundation was picked up on 1/2/2023. Before I say this matter is settled I want to see a refund from RTG to go to our credit card company. The credit card has given us a conditional refund but until RTG returns the money to our credit card this matter is still opened. This has been going on for 6 months now so I hope it will be settled very soon.
Sincerely,
***********************Initial Complaint
Date:11/21/2022
Type: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 ordered a bedroom suite based on an advertised picture of a five piece set. When it arrived, the nightstand was missing. When I called about it, they said the nightstand wasnt included in my purchase. My receipt shows the bed, the dresser, the two bookshelves and the nightstand- a five piece set. They would not allow me to speak to a manager. I spoke to 6-7 different people who all refused to allow me to speak to a manager and hung up on me twice. The picture was absolutely misleading. I was never asked if I wanted to order a nightstand in addition to the other 4 pieces. I was asked if I wanted to order a trundle and mattress. Which I did. If the bedside table wasnt included, like it was in the picture, it should have asked me if I wanted to order it, like it did with the trundle so it would be clear what your getting. Further, when I tried to get it resolved, nobody was willing to allow me to speak to a manager. I asked at least 15 times to speak to a manager. When I tried to order the nightstand (which I feel I already paid for- the delivery fee (which I feel like I already paid for) is more than the furniture itself! I will never order from this company again. Theyre internet sales are misleading and the customers service is atrocious.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 inconvenience.
We will be investigating the allegations over our personnel further.
Our office checked with our On-Line Team and they sent us a picture of the Ad. Our customer also sent us a picture of the AD. It is for the 5-piece Expresso ******* set. As it shows On-Line, it includes Full Bookcase Bed (Headboard, Footboard, Rails)(3) pieces and then a dresser and a hutch (2) pieces.
The Ad also shows a trundle, a nights stand, a lantern, a rug, and an ottoman. This is called Creative Advertising. All Furniture retailers use this method to display what compliments the package should they choose to purchase it as well.
However, the Ad clearly states 5 pieces and it also states which pieces they are.
For our customer's convenience, we provide "Chat" during On-Line purchase. Our customer has the right and the ability to present inquiries to the "Chat" personnel at the point of sale and before the sale is finalized so that they can
make any changes to their order.
If our customer still wishes to purchase a night stand, we would be happy to offer them $50 discount towards it and free delivery.
We trust this has been explained.
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:11/18/2022
Type: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 this daybed for around $2600 a year ago. In the description it says "canvas, are resistant to fading, mildew and mold" however the canopy top is covered with mold.I called the store and asked if I can buy a replacement cover and they refused.Business Response
Date: 11/18/2022
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 this claim, we believe their furniture was purchased in ***********. Regrettably, Rooms To Go state side has no access to accounts or jurisdiction with purchases made on the island. In view of this, the customer will need to direct their inquiry to a consumer agency in *********** for further assistance.
Thank you for your time and understanding.
Sincerely,
********************
Presidential AssistantCustomer Answer
Date: 11/21/2022
Complaint: 18436196
I am rejecting this response because:Rooms To Go owns the *********** branded stores. They can contact their own store managers if they choose.
Sincerely,
*******************Business Response
Date: 11/30/2022
Dear BBB,
Our office understands our customers views. However, *********** Rooms To Go is a separate entity. We have no access nor jurisdiction regarding their stores, purchases nor customer communication. We regret our ************************ submitted response remains unchanged.
Thank you for your understanding.
Sincerely,
********************
Presidential AssistantInitial Complaint
Date:11/18/2022
Type: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 12/13/2021, on order #******** I purchased a dining room set for $863.99, from RTG on **************************. I paid $463.99 cash and $400.00 in gift cards (had to do two separate transactions since only can use 3 gift cards per transaction).On May 7, 2022 I was informed that the dining room set had been discontinued and I was offered a refund. I was informed that I would receive a check for the cash that I was owed, but was informed that I could only receive store credit for the $400 worth of gift cards. I asked many times why I couldn't be provided with in store gift cards and was repeatedly rudely told that "it doesn't work like that." I was told to provide my phone number or ID and my store credit would populate. I did receive two checks totaling $463.99, BUT Rooms to Go is telling me that I don't have any store credit showing in their system. The employees and managers agree that it appears that they owe me $400, but they haven't resolved the situation and keep giving me the runaround. I've spent over $17,000 at this location, but I won't be going back again. Not good business for a company to steal $400 from an everyday citizen. That's a whole week of workBusiness 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 inconvenience.
Our office has reviewed the file. We became aware customer spoke with ************** on 11/23 and they have come to an agreement. However, our customer needs to finalize within 30 days from 11/23.
Should our customer have any additional inquiries, they are welcome to visit the office staff at their originating store and ask for *********************** as that is who they spoke to.
We 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, BUT........ Obviously, I should not have had to go through this to get a my refund.
Sincerely,
*****************Initial Complaint
Date:11/18/2022
Type: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.
"Buyer Be Aware" I purchased over five thousand dollars worth of merchandise 10/22 from Rooms To Go, my thirty-five hundred dollar sectional was delivered partially broken on 11/12/2022, I requested to have the broken part replaced and delivery set up on 11/17/2022 to which the delivery times change twice. On 11/17/2022 the day of my delivery, the wrong piece was brought to my home, after several unsuccessful attempts to speak with upper management for the delivery department and numerous amounts of empty apologize. My issue has not been resolved nor will I receive my replacement before the holidays. From the disrespectful Supervisor, to the untruthful customer service associate. I'm very disappointed with the this entire process. This company is extra kind and polite until your money is paid, and once they have it, you're treated like trash. I will NEVER do business with Rooms To Go ever again!Business Response
Date: 11/25/2022
Dear BBB,
We are in receipt of this claim.
On behalf of Rooms To Go, please express our apologies for any furniture issues.
Unfortunately, due to Holiday peak season, the delivery slots fill up quickly. We are aware the exchange is scheduled for 11/26.
Once the exchange takes place and the issue is resolved, we will process a $100 refund. Please allow at least ***** business days for processing.
We thank our customer for their business and trust this is being handled.
Sincerely,
******************
Presidential Assistant
Customer Answer
Date: 12/06/2022
Complaint: 18431611
I am rejecting this response because: I was informed by *********************** that I would receive my delivery fee of 189 dollars back for my inconvenience, however I have had other issues with my purchase since this report. I and requesting a partial reimbursement or a full reimbursement and I turn over all **** dollars worth of furniture due to the poor quality and poor customer service.
Sincerely,
*********************Business Response
Date: 12/09/2022
Dear BBB,
We have received the latest response.
The previous offer was done prior to speaking with our customer. We were made aware of the other issues and a technician was sent to resolve. Our office also offered an exchange on the dining table which was rejected.
Unfortunately, we do not offer accommodation each time we send service which is free as part of the warranty. Any compensation is done as a good will gesture.
The delivery fee was $169.99. We are overriding any previous offers and have submitted a $229 refund as the most we can provide.
Please allow at least ***** business days for processing.
Should our customer have any additional further issues, they are welcome to contact our *********** at **************.
We trust this has been answered.
Thank you,
******************
Presidential Assistant
Initial Complaint
Date:11/17/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased: Dec 23,2021 Amount $ ******* ********* Breeze Bedroom Set (Wood)Delivered: August 11, 2022, Order Number ******** All 8 Pieces delivered damaged. In addition, to extensive heavy staining, cracks, misalignments & poor man handling assemble on every piece, Informed set was water damaged in distribution. Mold potential. Incident report taken, per Room to **************** request. In good faith made extensive attempt to try to work with Rooms to Go to resolution through timely and numerous emails, photo attachments, phone calls, visits to store and ************* working up ladder of staff, with no follow or incomplete follow up by any staff/supervisor member. Extensive errors in process. No clarification on request of distributor concerns or attention given to potential personal harm. Replacement pieces not available, No compatible substitution available. Informed staff of timeline of relocation. No incident report follow-up. Set remains at vacant delivery address for pickup. No potential resolution. Need picked up promptly. Full refund requested. Including delivery and assemble (negligence). Complete timeline, emails, text, voicemail message, receipts and photos attached (54 attachments) Messages were left for Rooms to Go ****************** as directed. No response to date.Look forward for the completion of this matter. Thank you.Business Response
Date: 11/25/2022
Dear BBB,
We are in receipt of this claim.
On behalf of Rooms To Go, we apologize for the issues with the furniture and miscommunication.
Our office has authorized the store to generate a return of the furniture for a full refund.
Our customer is welcome to schedule through our *********** at ************** or through Rooms To Go On-Line Website. The return is #********RT.
Please make sure our customer verifies with our *********** the address of where the furniture is located at the point they date with them and also that there is someone there
to wait for the drivers.
We trust this is being resolved.
Thank you,
******************
Presidential Assistant
Customer Answer
Date: 12/08/2022
Better Business Bureau:
I have reviewed the response made by the Room to Go in reference to complaint ID ********, and find that this resolution is satisfactory only if they follow through. As of today Dec 8, I am still awaiting pick up now of furniture over a week or two weeks since presidential **** response to BBB. ,Because of the history of followup I am concerned as ******************* didnt contact me direct. The store staff of sale is handling & are unsure when I will receive my ***** refund. Nor were able to confirm refund payment through check, as explained to inform refund **** original charge account has been closed since last year. I am hopeful that the written response to me through Rooms to Go is sincere and shortly forthcoming. Thank you BBB and Rooms to Go, presidential for giving me hope to resolving this matter for refund issuance promptly.
Sincerely,
***********************Customer Answer
Date: 12/08/2022
Complaint: 18416823
I am rejecting this response because:I have reviewed the response made by the Room to Go in reference to complaint ID ********, and find that this resolution is satisfactory only if they follow through. As of today Dec 8, I am still awaiting pick up now of furniture over a week or two weeks since presidential **** response to BBB. ,Because of the history of followup I am concerned as ******************* didnt contact me direct. The store staff of sale is handling & are unsure when I will receive my ***** refund. Nor were able to confirm refund payment through check, as explained to inform refund **** original charge account has been closed since last year. I am hopeful that the written response to me through Rooms to Go is sincere and shortly forthcoming. Thank you BBB and Rooms to Go, presidential for giving me hope to resolving this matter for refund issuance promptly.
Sincerely,
***********************Customer Answer
Date: 12/13/2022
Complaint: 18416823
I am rejecting this response because:This is an update to Dec 8 comment in BBB site. Furniture was not picked up until Dec 9. As Rooms to Go claimed they didnt have sooner . Called today customer care today and I was informed I need to wait 21 days for a refund check. This is not acceptable. I am sleeping on mattress on floor awaiting refund for new set.
Bad enough the ********** store had told me, last week when they spoke with me, two weeks from pickup date. I have never heard from presidential to date.
I will expect a check no later then end of next week. Anything beyond is not exceptable. I ask not to be left no option but to move forward with small claims court.
Sincerely,
***********************Business Response
Date: 12/14/2022
Dear BBB,
We are in receipt of this latest response.
In general, that is our estimated timeline. It doesn't mean it will take that long.
We have reviewed the file. Our customer's refund check went out this morning. They should be receiving within the next couple of days.
We trust this has been answered.
Sincerely,
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Presidential Assistant
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