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

  
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  Rooms To Go

  7035 US Highway 19 N Pinellas Park, FL 33781-4609

  
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  Rooms To Go

  4800 S Cleveland Ave Fort Myers, FL 33907-1320

  
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  Rooms To Go

  11301 Carolina Place Pkwy Pineville, NC 28134-6323

  
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  Rooms To Go

  4144 Chapel Hill Blvd Durham, NC 27707-2503

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:11/16/2022

  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.

  6 months ago I felt very bad neck & back pain and noticed that my mattress was sagging (I only weigh 130lbs). Since under warranty I called RTG. They sent an employee who agreed (large amount of sagging). I was advised that mattress was no longer available, and deemed deflective. RTG directed me to the store to select an upgrade (I paid small fee). I have had 3 different mattresses (same model) delivered. Each one has been delivered with defects (last delivery was on 11/12/22). I called RTG on 11/15/22 to explain that the mattress delivered on 11/12/22 is defected (sagging) and wanted a different model (I am willing to pay a small amount to upgrade again) but they said no. They will only provide me with the same model mattress (4th one). I don't want to continue using this model due to the sagging, pain, loss of sleep and time lost waiting for delivery etc. for a deflective mattress.

  

  Business Response

  Date: 11/23/2022

  Dear BBB,

  We are in receipt of this claim.

  On behalf of Rooms To Go, please express our apologies for any inconvenience caused by their mattress.

  Our office has reviewed their file.  We are aware our customer has been offered a reselect towards another mattress of same value.  If the price is greater, they would be

  responsible for any difference.  This offer is contingent on their **************** being returned at the same time the new mattress is delivered.

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

  Sincerely,

   

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

  Presidential Assistant

   

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 18411940
  
  I am rejecting this response because:

  April 29, 2022 I purchased a mattress with Rooms To Go (my family and I have always purchased all of our Furniture from this Company for more than 30 years). However, due to the mattress being defective (sinking and causing severe back pain), an exchange was made. This process continued through 5 different deliveries/exchanges with each new mattress being defective! Two different model mattresses were tried as well. Upon the 4th mattress exchange, I purchased a more expensive model in an effort to avoid the same "defective" issue from recurring. This did not work and is also defective. The most recent purchase or exchange (5th exchange) was delivered February 18, 2023 when I also made a more expensive purchase after purchasing a new Box Spring, even after previous Rooms To Go Technicians inspected and deemed the older Box Spring to be in good condition/not the cause of the defects. But the same issue has recurred (currently waiting for a Rooms To Go Technician to evaluate this 5th mattress June 3, 2023). I weigh less than 130 lbs. A previous complaint was submitted last year with Rooms To Go offering the solution of another exchange but the same problems have occurred (attaching a copy of the complaint). It is EXTREMELY upsetting and EXTREMELY unsatisfactory to have to spend ONE FULL YEAR purchasing, exchanging and sleeping in uncomfortable defective mattresses and box springs due to faulty mattresses being delivered. MOST UPSETTING. NO customer should have to pay for defective products, especially if they have been patient and have given of their time and money for ONE YEAR of defective products. Thank you for your review.

  I am requesting a Full Refund ($1,155.34, see attached). Will try to sell this mattress, box spring and going to another store to make a purchase.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 05/10/2023

  Dear BBB,

  We are following up on this claim.

  We have reached out to our customer and have scheduled a technician to evaluate the mattress and provide our office with their report.

  The service will take place on June 3, 2023.  Once the technician visits, please allow a few days for review and our final decision.

  Thank you for your patience.

  Sincerely,

   

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

  Presidential Assistant

   

  Customer Answer

  Date: 05/13/2023

   
  Complaint: 18411940
  
  I am rejecting this response because: this is the same resolution Rooms To Go has previously provided in multiple instances yet with the same issue recurring.
  

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

• Initial Complaint

  Date:11/16/2022

  Type:Customer Service 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 purchase a dining set from Rooms To Go December 2021 and purchased the extended warranty for 3 years will cover the fabric upholstery any rips , punctures , burns ,marks , stains any normal food and beverages stains stains also breakage and cracking on the furniture . I made a claim on early October this year because my chairs are sunk all the way dow when you sit and table is higher its very uncomfortable to eat now the fabric stain easily and two of the chairs has loose legs already . They send a person to check the furniture and the guy told me that theres no way he can clean the furniture and he notice the problem on the chairs everything will replace and someone will called me , no one call me my wife has to called several times in order to have a resolution . Fotegra which is the company that Rooms to go use for extended warranty is not going to do anything about this neither Rooms To Go . The Extended WARRANTY they offer and what we where charge is a totally a SCAM . After several back an Foward calls I want ******** refund my money and this will be the last time I will buy at this Furniture store they dont stand back the products they sell . Rooms to Go was a total disappointment after being one of your best clients Now I have to finish paying this furniture that its falling apart in less than one year . I purchase in the past living room set , bedroom set mattress. But we had our ****** learn extended warranty totally a scam . I want my money back and hopefully Rooms to go can do something about this . By the way customer service was very rude

  

  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 the ******** Extended contract.

  Our office has reviewed the technician's report along with the pictures taken.  We concur with ******** in their decision.  There are multi-stains on the chairs.

  In the best interest to resolve, we can have ******** cancel the contract and issue full refund of their warranty monies.  No action will be pursued on the furniture.

  Please let us know so that we can finalize for our customer.

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

• Initial Complaint

  Date:11/16/2022

  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.

  In mid-September we purchased two loft beds for our children. The pieces were expensive ($6000+) and we expected a quality product. We were told our delivery would happen the following week (9/24).On delivery day the non-English speaking crew arrived with pieces that were miscolored and broken. We were advised by the store manager to accept the pieces as-is and they would replace them with priority. The initial crew also scratched the wood floors in our entryway.We have had crews come four additional times and they pieces have arrived either unfinished, miscolored, or broken, the most recent time was October 18th. Following the last visit, we called customer service and asked them to offer us a partial refund to simply accept the furniture in its current state. They offered $600 discount on a transaction that was more than $6,000. We feel this is inadequate and would like your help resolving the issue.

  

  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 to our customer for any problems with the ******************** and delivery.

  We have reached out to the delivery company regarding the alleged damage to make sure they follow-up with our customer.

  Regarding the ********************, our customer has been offered $600 to keep the complete bedroom sets "as is" as well as a full refund of their delivery fee in the amount of $269.97.

  If our customer accepts, we will be sending a release for them to sign.

  If it is not acceptable, as last recourse, we will authorize a return of the bedroom sets for a full refund.

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

  Sincerely,

   

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

  Presidential Assistant

   

   

  Customer Answer

  Date: 01/26/2023

   
  Better Business Bureau:
  
  

  I apologize for the delay.  When the offer to settle came in we were consulting an attorney and the case automatically closed during that time.  We tried reaching your office via email a few different times in December, but never received a reply.

  
  

  We would like to accept Rooms to Gos previous offer to settle, and had hoped not to burden your office and reached out to *********************** *************) multiple times, and those messages never received a reply.  

  
  

  If you could please help us to settle this issue once-and-for-all, wed really appreciate it.

  
  

  Thanks so much,

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

   
  
  

• Initial Complaint

  Date:11/16/2022

  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 went into Rooms to Go located at ************************************************************ on Friday 8/26/22 and purchased the Everleigh sofa and side chair and the 3-year warranty for $1864.60. Order # ********. I financed the majority of the purchase but paid the delivery fee and taxes that day. The furniture was delivered on 9/16/22. I was out of town on business from 9/18/22 to 9/24/22. On 9/29/22 I noticed that the chair had a large dent in the arm cushion and the springs and cushion of the chair had sunken so much that when sitting in the chair my hips were lower than my knees, I am in recovery from hip issues and sitting in that position causes me great pain and is medically not advised.On 9/30/22 I went back to the store and spoke to my salesman who told me to contact customer car. On 10/31/22 when the customer care technician came and inspected the chair, he told me that the chair had some factory defects and that he would have to file a report. On 11/7/22 I received a call from the customer care department conforming that the chair was indeed defective from the factory. I asked to return the pieces for a refund. I was told to speak to the store manager. On 11/9/22 I went back to the store and spoke with the assistant manager. He told me he thought Id need to contact customer care, he made a phone call and then inform me that I could exchange or reselect another couch and chair.I have looked throughout the store and have found nothing that was both comfortable for my hip and similar in style and color.At this point, I feel utterly cheated and afraid that I am being pushed closer to a hip replacement. For the last two months, Ive been paying for a sofa and chair that are too painful for me to sit on. It seems that Rooms to Go does not care about customer satisfaction. Their only solution is to exchange the factory defective furniture for the same likely defective pieces or force me to reselect some other uncomfortable furniture in a style that I dont like.

  

  Business Response

  Date: 11/23/2022

  Dear BBB,

  We are in receipt of this claim.

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

  Our office has reviewed their file.

  We are aware a return was authorized for ****************** for a refund.

  We consider this claim resolved.

  Thank you,

   

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

  Presidential Assistant

  Customer Answer

  Date: 12/01/2022

   
  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:11/15/2022

  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 Fireplace Console from Rooms To Go in *******, ** on 10/09/2022. The store ordered the Fireplace for me and it had to be shipped to me. The store did not charge me a delivery fee due to previous problems with another order. I paid $597.04 on my debit card for the Fireplace. The Fireplace was shipped to me and I was shipped the wrong Fireplace. I have called customer service countless times to get this resolved. **************** tells me that they have to email Special Orders to see what we can do. No one ever calls me back and Special Orders has not answered my email nor customers services email. This has been going on for over a week. I just want someone to come pick up the wrong item and refund my card. I am done with fulling around with this. I have even offered to take the item back to the store and get a refund even though I don't know how I would carry it there because I am a woman that is on my own and the Fireplace box is heavy and big. **************** tells me that I can't take it back to the store because it was a special order and they do not give refunds at the store. All I want is someone to take this Fireplace that is sitting in my living room and give me my money back. i would think that a company this large would know exactly what to do to help me and be able to call me back with a resolution.

  

  Business Response

  Date: 11/22/2022

  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 show our customer was authorized a return of the fireplace for a full refund.

  The fireplace was picked up on 11/19/22.  Our customer will be receiving their refund within the next **** business days.

  We trust this has been resolved.

  Thank you,

   

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

  Presidential Assistant

   

• Initial Complaint

  Date:11/15/2022

  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.

  We have purchased 2 left and right love seats, 1 wedge corner and 1 armless chair in 2018 with 3 years extended Warrenty from ********.Started having issues as Frame spring got bad on both left and right love seats . cheaper Fabric , Birds feathers was coming out from all sofa sets. No one mentioned it the time of purchase.We made a complaint in 2018 and rooms to go technician came and put some foam sheets inside the sofas. We told him it will be bad again if spring cant hold it then foam sheets will be bad soon.We made same complain again in 2019 and cocoas 19 started no one came and we called them to check on it they send the Technician again in 2020 and technician took pictures and never heard from them.We made 3 rd complaints about the same issues in 2021 and they said Rooms to go do nothing we have to contact extended warranty ******** and they order shop repairs for our 2 Left and right love seats and schedule to pick up on 11-15-2022 and bring back in 11-26-2022. We called again to Rooms to go that what are we going to do in the mean time because its Holidays time and we have guests coming every other day and associates told us that its not shop repairs its replacement of both sofa .Today 11-15-2022 we were expecting them to replace our sofas and technician came and told us that they are picking up sofas for shop repairs .We told them its replacement not shop repairs they said call customer service *************.We called ******************** customers services and they said its shop repairs not the replacement. and our extended warranty is over .We told them that we had this issues 2 years ago and they are the one who delayed it.We had embarrassed in front of our guests many times when they set on those sofas.We are vey unsatisfied about their services and bounced us in between Rooms to go customers services and Extended warranty ********.Please advise if someone can resolve our issues or suggestions.

  

  Business Response

  Date: 11/22/2022

  Dear BBB,

  We are in receipt of this claim.

  Our office has reviewed their file.  The furniture was delivered in December 2018.

  Rooms To Go  provides a 1-year manufacturer's warranty.  This warranty has expired.  Our customer also purchased the ******** extended warranty.

  ******** has agreed to shop repair both sofas.  An exchange is not being offered.

  The sofas will be picked up after Thanksgiving on 11/29/22.  They will be returned on 12/10/22.

  Should our customer have any additional questions, they are welcome to contact our *********** at **************.

  We trust this has been answered.

  Thank you,

   

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

  Presidential Assistant

• Initial Complaint

  Date:11/15/2022

  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 ****** in furniture from rooms to go and from the beginning they were delivering damaged stuff. I paid for a protection plan to just cover my living room set, not including my 3 bedroom sets, dining room table and then horrible inn tables I purchased. I called them to access the horrible quality of the leather! It was ripping and warping after a year!! I paid for a protection plan but yet they failed to repair my furniture. I have a 21 year old who works and never come, 19 year old who is never home, 18 year who is away at college and a 9 year old. So we never sit on the furniture but the leather has been shedding like a shaggy dog and never was repaired when I paid for the protection plan

  

  Business Response

  Date: 11/22/2022

  Dear BBB,

  We are in receipt of this claim.

  We certainly appreciate our customer's business.

  ***************************** warranty has expired on their sofa and loveseat.  The Guardian extended contract also expired in August 2022.

  In the best interest to review, please have our customer submit clear pictures of the complete/overall view of the sofa (top to bottom) and of the loveseat (top to bottom).  Please make sure they are in PDF Format.

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

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

  Sincerely,

   

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

  Presidential Assistant

• Initial Complaint

  Date:11/15/2022

  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 new sofa for my son and daughter-in-law. We opted for the warranty. We have reached out to Rooms to Go for the past 3 months. We have not received any communication from them and we need to sofa fixed.

  

  Business Response

  Date: 12/02/2022

  Dear BBB,

  We are in receipt of this claim.

  Our office has reviewed their file.  We are aware our customer had a technician go out.

  Per our service manager, RTG will be providing Shop Repair on the product to resolve the issues.  Our service department has already contacted our customer.

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

  Sincerely,

   

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

  Presidential Assistant

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18403132
  
  I am rejecting this response because:
  

  I have not received a resolution on this issue.  They have not fixed nor replaced the sofa.

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

  

  Business Response

  Date: 12/19/2022

  Dear BBB,

  We have received the latest response.

  We have reviewed our customer's file.  They were scheduled to be picked up for Shop Repair on 12/9.  However, Mr. or *************** stopped the pick up.

  We have sent an e-mail to that department.  They will be one of their associates contact the Esteps to reschedule the Shop Repair.  Please keep in mind, they will

  be without a sofa for about 2 weeks.

  We trust this has been answered.

  Sincerely,

   

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

  Presidential Assistant

  Customer Answer

  Date: 12/19/2022

   
  Complaint: 18403132
  
  I am rejecting this response because: Your facts are not the same as my facts.  The work order said they would exchange the sofa out.  Then I got conflicting information from RTG that they were going to repair the sofa.  My son, Rutland Price (he is married to ***********************) called, and they said they were exchanging the sofa as late as December 14th or 15th.  The repair people showed up and said they would take the sofa in for repairs.  However, my son and daughter in law had company coming over on Friday, December 16th and they could not have the sofa gone while they had guests.  

  As you can see, the communication and replacement has been conflicting. RTG's communication clearly stated that my son and daughter in law would receive a replacement.  Please let us know if you plan to replace it or repair it.  From my standpoint, you may repair the sofa in January, but they have out of town company 3 of the 4 weekends in February. 

  We need this to be fixed and fixed quickly.

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

• Initial Complaint

  Date:11/15/2022

  Type:Customer Service 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 purchase 2 products costing me over $4,000. The company has been giving me the run around. A safety hazard occurred that could have hurt my 2 year old son. No reassurance or assistance was provided to my family. As of today. I am being told that a manager wont allow the return of our funds and will not assist us in an exchange. In fact they are trying to get more money out of us. My son couldve been severely hurt and no one from the company seemed to care to help except one woman who tried to get the exchanges in line which did not take place because rooms to go is trying to now charge me more money instead of exchange the product or give me my money back.

  

  Business Response

  Date: 11/22/2022

  Dear BBB,

  We are in receipt of this claim.

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

  We have reviewed their file.

  In the best interest to resolve, our customer was authorized to reselect towards another sofa set of same value.

  We show there is a reselection in the system currently scheduled to be delivered on 12/14/22.

  We don't see any more money being charged.  For any additional money inquiries, our customer is welcome to visit the office staff at the originating store.

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

  Sincerely,

   

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

  Presidential Assistant

  Customer Answer

  Date: 11/23/2022

   
  Complaint: 18401709
  
  I am rejecting this response because: Yes, I reselected a new set of sofa that was less of the quality and price of the original sofa that I chose because rooms to go discontinued the couch that I originally purchased. I selected a couch and was told after I made a 4 hour commute that I cannot have that couch because a representative made an error in telling me the correct prices, rooms to go ********** ******* made this out to be my fault and told me that I had to make the 4 hours commute again to re select AGAIN, on behalf of a mistake they made. No one would admit to the error though. I was stuck with having to choose something over the internet that I have not seen in person nor have I felt the comfort of this sofa. I have no clue what Im accepting because I was put in a predicament that forced me to choose this way. I took time out of my work and my flight schedule to travel down there and its difficult to get time off in the army to begin with. I am currently active duty army and cannot just make another 4 hour commute after *** already taken time off of work to do so. Gas is expensive now as well. I find it shocking that rooms to go was telling me to make the commute again after their representative made an error in telling me the price to a couch I re selected, thinking I was good to go. Conclusively, I ended up choosing two sets of sofa instead of a sectional which is what we had originally and wanted, because I was called by a manager telling me that the one I reselected originally was over the price of my original one. I was then told by him that if I didnt pay the extra, over price, they would have to cancel my delivery date.  This error would not have been made if the representative wasnt just worried about commission and left me hanging for an hour waiting in the store with my toddler with no response until I chased down a manager for some answers. I selected two sofas under the price of what I paid for and there was a $269.00 remaining credit that I asked to use towards any other living room product. I was told I couldnt use it until this current sofa was in their warehouse and accounted for. I was treated so poorly this entire process, no one worked with us given our situation especially seeing that I have records of this sofa falling apart since I purchased it in emails to rooms to go. It took rooms to go months on end to finally approve a re selection and when the reselection was finally approved, the entire process of that alone was disheartening. I would also like the add that the console that we were given originally was broken Upon delivery. In which the delivery men noticed and notated it, a few weeks later they sent a replacement. The replacement also broke in the same area, almost harming my 2 year old son. In which I also called rooms to go and informed them that the glass fell as my son was opening the door, it fell directly towards him and couldve shattered all over his little body. Luckily, my sister and I were very close to respond quickly and pull him back before the glass fell. When I told rooms to go this, there was no sense of urgency to fix the matter or to replace the console.  They approved yet again a 3rd replacement for the same console and we hope that the same issue wont happen again. It is so disheartening how lightly rooms to go is taking this matter. As of now, rooms to go had a credit of 200+ dollars that I cannot even use to simply get a rug or anything else of that nature within the living room department since we couldnt find a sofa that amounted to the exact amount of our original sofa. At this point, we dont even know if we will actually get that credit back or ever be able to use it seeing as we cant trust anything we have been told left and right this entire process. My family has been so disheartened by how this was all handled. therefore the matter wasnt handled at all in our favor, we had to work around the reins that rooms to go put up for us. *********** was the representative that helped me with the re selection! I stated to her multiple times that I did not want to spend anything more than the value of what we have. I was just there to finally get this couch that has been falling apart since we purchased it, replaced. She rushed to get us to pick something, she said that it was within value of what we purchased and then a manager waved the delivery fee due to it being Veterans Day and because of how long it took to finally get to this resolution. We left and it just went even farther down hill that since that day. 

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

  

  Business Response

  Date: 12/02/2022

  Dear BBB,

  We have received the latest response.

  If our customer is displeased with the selection, as last recourse, we can have the store cancel the new order and we would just pick up the sofa set for a full refund.

  Concerning the console, we apologize and understand our customer's concerns.  We can pick up the console at the same time we pick up their current sofa set for a full refund if that is what customer desires.

  Please let us know.

  Thank you,

   

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

  Presidential Assistant

   

   

   

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18401709
  
  I am rejecting this response because:

   

  I am writing in regards to a complaint that I filed on 14 November 22. I am
  hoping to get some clarity, if even within your jurisdiction. I am willing
  to accept the offer from RTG on a full refund on both products that theyre
  offering. However, I am running into an issue again. This is why I filed the
  complaint to begin with, theres a disconnect between corporate and the
  local store I purchased my furniture from. I was offered a full refund
  through the communication I have with BBB and RTG. Unfortunately, I am right
  back at square one, having to do the leg work in communication between their
  corporate and the local office. Corporate offered a full refund through BBB,
  but the local store says its not on the table and it is not approved. I was
  told by the local store to call corporate back and find the next course of
  action. I emailed and called the corporate office since yesterday morning
  for some clarification and I havent heard back yet. I know I have a 10
  business day threshold before BBB assumes that the matter has been
  rectified. I dont want to miss my window and have BBB close out my case
  before I get some clarification from RTG. I will say, this is a part of why
  I finally decided to reach out to BBB for some help. RTG has been giving me
  a run around while their corporate online offices and their local offices
  arent on the same page, leaving me to be the middle man sending messages
  back and forth between them 2. I am getting two different answers from two
  different managers and I am unsure what to do from here. I will be leaving
  my state for holiday block leave as I am in the military and have a certain
  time Im allowed to be gone and to return. I am hoping to get this matter
  rectified prior to HBL. I dont want to miss any more time with my family
  due to the communication disconnect with RTG. I apologize for the email, I
  just was unsure if I could accept the offer on BBB without a set in stone
  answer from RTG. Thank you so much for your time and thank you for your
  assistance in this matter. I hope to hear from you soon. Have a lovely day!
  
  Sincerely,
  
  ***********************************

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18401709
  
  I am rejecting this response because:

  
  I am writing in regards to a complaint that I filed on 14 November 22. I am
  hoping to get some clarity, if even within your jurisdiction. I am willing
  to accept the offer from RTG on a full refund on both products that theyre
  offering. However, I am running into an issue again. This is why I filed the
  complaint to begin with, theres a disconnect between corporate and the
  local store I purchased my furniture from. I was offered a full refund
  through the communication I have with BBB and RTG. Unfortunately, I am right
  back at square one, having to do the leg work in communication between their
  corporate and the local office. Corporate offered a full refund through BBB,
  but the local store says its not on the table and it is not approved. I was
  told by the local store to call corporate back and find the next course of
  action. I emailed and called the corporate office since yesterday morning
  for some clarification and I havent heard back yet. I know I have a 10
  business day threshold before BBB assumes that the matter has been
  rectified. I dont want to miss my window and have BBB close out my case
  before I get some clarification from RTG. I will say, this is a part of why
  I finally decided to reach out to BBB for some help. RTG has been giving me
  a run around while their corporate online offices and their local offices
  arent on the same page, leaving me to be the middle man sending messages
  back and forth between them 2. I am getting two different answers from two
  different managers and I am unsure what to do from here. I will be leaving
  my state for holiday block leave as I am in the military and have a certain
  time Im allowed to be gone and to return. I am hoping to get this matter
  rectified prior to HBL. I dont want to miss any more time with my family
  due to the communication disconnect with RTG. I apologize for the email, I
  just was unsure if I could accept the offer on BBB without a set in stone
  answer from RTG. Thank you so much for your time and thank you for your
  assistance in this matter. I hope to hear from you soon. Have a lovely day!
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 12/09/2022

  Dear BBB,

  We are in receipt of this latest response.

  Our office has reviewed their file.  They are currently scheduled for a return of the 2 sofas and console for a full refund including the Guardian on 12/14/22 minus the delivery fee.

  Once the merchandise is returned to our warehouse, our ********************* will invoice the return and send the refund monies to Acceptance Now.  Our customer is financed through Acceptance Now;therefore,

  any refund after RTG sends it will come from Acceptance Now.  

  Rooms To Go has no jurisdiction over Acceptance Now's timeline.  

  Thank you,

   

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

  Presidential Assistant

• Initial Complaint

  Date:11/15/2022

  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.

  On October 9, 2021, my daughter, ***************************, placed an order (#********) at Rooms-to-GO at ***************** in ********, **: Dresser (1), Queen ****** headboard (1), Queen ******* footboard (1) , Queen ******* drawer (1), Queen side rail frame (1), Nightstands (2), ************ (1) and a Landing mirror (1) . She was told it would be 10 months (August 3, 2022) before the furniture would arrive. This was understood due to issues related to the pandemic. On August 3, 2022, the delivery did not come. We checked online to discover that it had been rescheduled to August 10, 2022. I contacted customer service to see what was going on and was informed the truck broke down. On August 10th, all of the items were delivered except: the bunkie board and queen ******* footboard; however, the contractor stated there was damage to the bed. The bed was left sitting on the floor, unassembled. Once the footboard box was opened, there was not anything in there. We called ************* and the store about the missing items and the damage and have been back and forth with no resolution since August 10th. A letter was written to the Manager with no response. We went up to the store and another order was placed, and this time on November 7th, a delivery was made and the dresser mirror was broken. We sent everything back including the broken furniture that had been left there previously. While there, the delivery persons damaged my walls and carpet and made a note of it and took pictures. The store has been informed about the damage, but as of today, November 14, no one has contacted her about making repairs and she still do not have any furniture and I've found out that she was "required" to begin in October making her $98.00 payment on the portion financed. Thanks in advance for any assistance with this very frustrating matter. The fact that a Store Manager hasn't reached out and assisted with seeing this process through after receiving our letter is very disappointing.

  

  Business Response

  Date: 11/23/2022

  Dear BBB,

  We are in receipt of this claim.

  On behalf of Rooms To Go, please express our apologies for the issues experienced with the furniture.  A copy of our customer's complaint has been forwarded to the delivery manager

  and the store's Area Regional manager for further investigation and review.

  Our office has reviewed their file.  We are aware they reselected to another bedroom set.  Currently, they are waiting on an exchange of a night stand and footboard for 11/30.

  Regarding the alleged in-home damage, on November 11th a delivery claim specialist communicated with our customer via e-mail to acquire pictures and their statement.

  At this moment, the alleged damage is under review by Delivery management.  ****************** will be following up with our customer once she receives the decision from management.

  Once the furniture issues are resolved, as a good will gesture, we will process some sort of accommodation.

  We thank our customer for their business and their patience.

  Sincerely,

   

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

  Presidential Assistant

   

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18401187
  
  I am rejecting this response because: While it was communicated about an offer for the damages to the house and we accepted the amount, the fact that it will take 60 days before the payment is received is so unacceptable.  I have to proceed with getting repairs done out-of-pocket....and yet again, no call from a Manager to even express an apology.   

  We still have not heard from the Area Regional Manager nor the Store Manager regarding compensation for the extremely prolonged time that it took to get this resolved, unnecessary back and forth with contractors coming in and out of the house only to have damaged or missing furniture, lack of communication from anyone from Rooms To Go and the inconvenience this has caused over the past year and a few months. 
  

  We started making payments on furniture before any of this was resolved.  Not only were payments made before getting the final product, a down payment was put down not only in the beginning which is normal, but due to the lack of quality furniture being delivered, we had to upgrade and put down yet another down payment on the new furniture when we were not even the cause for this having to happen.

  The furniture situation has finally been resolved; however, I am still waiting for them to contact me regarding "some sort of accommodation" as they stated in their response. I am requesting for the Area Regional Manager to contact me personally at ************ to discuss this. 
  

  
  Sincerely,
  
  ****** & ***************************

  

  Business Response

  Date: 12/14/2022

  Dear BBB,

  We have received the latest response.

  Once a claim is filed through the ***************** we are the ones that offer any accommodation.  ******************** is over the stores.  

  As a good will gesture, we have requested a $250 refund as an accommodation.  This would be all that can be offered.  Please allow at least ***** business days for processing.

  Since major part of the monies are financed, the refund will be sent as a credit to the Finance Company.  Please allow at least two billing cycles to appear on their statement.

  Regarding the alleged damage, this was settled with the delivery company.  RTG is a separate entity from the delivery company.  We have no control over their timeline.

  Once again, we apologize on behalf of our personnel.  As stated previously, the information was forwarded to the store to investigate the matter further.  Any actions taken are handle internally.

  Thank you,

   

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

  Presidential Assistant

   

   

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18401187
  
  We are rejecting this response because: this is like a slap in our face. After everything we have gone through by not having furniture for over a year, to not being able to get the furniture that we wanted and had originally ordered because after several deliveries of damaged furniture, the set was "out of stock", to being told that because of what we had been through to go and select another set for which we thought was going to be worked out to be the same price of the original set to then being told that we had to pay yet another down payment of $1,000.00 because the set was higher was not only confusing, frustrating and an inconvenience that was not caused by us, but this "accommodation" is a downright insult.  Rooms to Go needs to come with a better accommodation than that! 
  
  Sincerely,
  
  ***************************