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

  1821 W Brandon Blvd Brandon, FL 33511-4811

  
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  Rooms To Go

  3520 Tamiami Trl N Naples, FL 34103-3703

  
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  Rooms To Go

  4315 E Independence Blvd Charlotte, NC 28205-7401

  
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  Rooms To Go

  5900 Glenwood Ave Raleigh, NC 27612-6221

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:11/14/2022

  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.

  In July 2022 we bought a dresser and 2 nightstands from the new Rooms To Go store location at **************************************** (order # ********), which were delivered on October 8, 2022. They dropped the packaged furniture in our garage per the delivery agreement we paid for and then left. Upon unpacking the dresser we noticed two of its six drawers having the plastic sliding system bent/broken, which completely came apart when we took the drawers out to carry them upstairs to our bedroom. We tried to fix them but were not successful and called Rooms to go to request a replacement. 3 days later when the replacement dresser arrived, we noticed it was not packaged and one of the drawers was also broken! They have sent us a defective one as a replacement!!! It was clearly not a new dresser, since it was not even packaged, probably someone else's reject! I have been on the phone with Rooms to go many times since and I talked to the store manager directly as well, but to this day nothing was done, we are stuck with a defective dresser that we paid for as good and new! I have also requested to just have the two defective drawers replaced, and although they said it's possible, nobody can give me a clear answer regarding if and when we could get the two drawers. I find it outrageous that this company can do business like this with no consequences, they took my money and sold me trash, and now they drag this endlessly with no resolution in sight! This is abusive business practice that should be sanctioned immediately! They should also be investigated about other abusive practices such as sending phony "experts" to evaluate the defects customers complain about after the furniture was delivered at their homes, "experts" who then go back and write fabricated "reports" saying the furniture is perfectly fine, when it is clearly not! Not only that their customer service is non-existent, but they taunt and despise their customers! This business should be illegal!!!

  

  Business Response

  Date: 11/28/2022

  Dear BBB,

  We are in receipt of this claim.

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

  We have reviewed their file.  We are aware drawers were sent to customer to resolve the matter.

  We thank our customer for their business and consider the claim resolved unless we are advised otherwise.

  Sincerely,

   

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

  Presidential Assistant

  Customer Answer

  Date: 11/29/2022

   
  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:11/14/2022

  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.

  I am officially done with rooms to go...first I ordered furniture for my daughter, they advise me on the day it will be delivered, after a couple weeks I was advised it would take another month from the day I was told to deliver the furniture, 2nd I finally received the furniture and it had scratches on the dresser so I scheduled to have another delivered, 3rd my furniture was suppose to be delivered on Saturday December 12, waited 4 hrs, called customer service found out that the call another person instead of me,and was told the address changed so I didn't receive my dresser, this is the worst experience ever and I am absolutely furious with this company.

  

  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 their furniture.

  Our office has reached out to our customer.  We are aware they are currently scheduled for an exchange on 12/3.

  We will be sending out (2) dressers in factory packaging to ensure any transit damage.  Our customer will be able to pick 1 from the 2 being sent.

  Once all is resolved, we will offer accommodation.

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

  Sincerely,

   

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

  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:11/14/2022

  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 purchaed a couch for my daughter for Christmas, two years ago. It was back ordered for almost a year. After delivery we noticed that the couch was not built correctly and is missing a back panel on th4e sofa / sleeper. In addition it is not buuilt correctlya dn squeaks very loudly so youa re unable to actually sleep on it. We have had 2 inspectors come out and said the 3 pieces of the couch need to be replaced. Rooms to Go is not fullfilling the order. If they only replace one peice the colors do not match up. I am so upset and disappointed. I want my couch replaced. I paid for additional warrently with ******* dn I keep gettign the run a round!

  

  Business Response

  Date: 11/18/2022

  Dear BBB,
  
  We are in receipt of this claim to our office.
  
  Please express our apologies to our customer, on behalf of our company, for any inconvenience they may have experienced.
  
  Rooms To Go offers a 1-year warranty for manufacturers defects as stated on the terms of sale located on their purchase receipt. Theirs expired as of 9.24.22. They purchased an extended service plan powered by ********. Guidelines for this plan is clearly outlined under the website referenced on said invoice.
  
  Our records reflect ******** reviewed the technicians findings and authorized an exchange for the pop-up sleeper piece. No other piece was authorized due to never reporting any issues with either the sofa or chaise part of the sectional. With respect to this complaint, our office has considerably reviewed the account further. An exchange was already generated for the sleeper. As a 1-time gesture of good will, our office has added ******* sofa with return and the *** storage chaise to said exchange. It is scheduled for 1.06.23 due to the backorder from the vendor. The 3-pcs sectional will be picked up when the new pieces are delivered. Should the date not be suitable,they may contact our customer care department to reschedule the delivery.
  
  Please keep in mind under the terms of the plans agreement,coverage is exhausted once the product is replaced.
  
  We trust this claim is settled.
  
  Thank you for your time.
  
  Sincerely,
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 11/22/2022

   
  Complaint: 18395525
  
  I am rejecting this response because: I didnt notice that the back was broken because the original placement of the couch was against a wall. In addition, my first attempt was within a yeAr but both ******* and Rooms to Go have proceeded in a timely manner. I have had 2 inspectors come out saying that they would replace the couch because it was not up to RTG standards. I have literally waited month ( no aggregation ) for a delivery to come and not only do they come with only 1 piece but not even the color that I have ordered. I apologize for not fully inspecting a couch when it was delivered but I NEVER expected a $5000 couch to be damaged and the drivers not tell me. I am heartbroken that both RTG and ******* have been giving me the run a round!!!! I want all three pieces replaced by RTG. 

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

  

  Business Response

  Date: 11/28/2022

  Dear BBB,

  We have received the latest response.

  Our customer is being provided with an exchange on all 3 pieces of her sectional.

  ************** scheduled their exchange for 1//6/2023.  By exchanging the 3 pieces, the ******** contract is exhausted.

  We consider the claim resolved.

  Thank you,

   

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

  Presidential Assistant

   

   

• Initial Complaint

  Date:11/14/2022

  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.

  Spent over $11k at this store and they cant seem to get furniture delivered. All kinds of problems and lies. We are given delivery time windows which have never been correct. Damaged furniture. Rude delivery personnel. ***** (Deliv ppl)they said we answered the door with a pistolif that were true, why would they spend 20 min here and start unloading?!?!?? They show up whenever its convenient for them regardless of time windows or estimates. **************** EXTREMELY UNPROFESSIONAL AND RUDE!!!

  

  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 forwarded a copy of this claim to the delivery manager in order to investigate the allegations and issues being brought forth.

  We have reviewed our customer's file.  We were made aware the store is having the furniture brought in and will follow-up with customer about the delivery arrangements.

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

  Sincerely,

   

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

  Presidential Assistant

• Initial Complaint

  Date:11/14/2022

  Type:Sales and Advertising 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 bought approximately $6000.00 worth of furniture. Our sales rep. ** ********************. I told her and them to make sure the furniture was treated with at least scotchgard which is was not. We were sold a warranty for stain protection, breakage, etc..with a company called fortegra which is the biggest scam going. We have 2 chairs, and an ottoman that are filthy. When I asked that they be cleaned I was told by fortegra as well as ROOMS TO GO that over time stains will not be covered. ******** as well as the store manager (*****-wouldnt give me her last name) on duty on 11/10/2022 were incredibly rude. What we were told, and the actuality of said warranty arent even close. The first chair in question. The quality is absolute JUNK. We were sold a bill of goods, and both ROOMS TO GO, as well as ******** know it. As it was explained to me by both is that if there is a stain occurrence you must call immediately. I asked. we have people over to watch a game, there are mistakes made, in essence some spills. I asked so, what your telling me is that if theres a stain on a Saturday, I must call IMMEDIATELY, was told YES, and or MONDAY for it to be covered. Again, scotchguard or something similar would have taken care of the issues. They lied about that. There is ZERO treatment on this JUNK furniture I told them to refund in full the fortegra warranty payments-which is a lot of money, especially for NOTHING BUT ON SCAM-***** proceeded to tell me she couldnt do that and passed me off to who knows, where I was told to wait for some kind of email. I have gotten nothing from anyone.STAY AWAY FROM ROOMS TO GO, and their FOTEGRA WARRANTY its not worth the paper it is written on. If they choose to not clean this JUNK, at some point well have to pursue further action. It is the principle, PLUS, we paid a lot of money for this furniture and WARRANTY these individuals are like used car salesman. Say anything to make the sale is my opinion.

  

  Business Response

  Date: 11/21/2022

  Dear BBB,
  
  We are in receipt of this claim.
  
  Rooms To Go offers a 1-year warranty for manufacturers defects as stated on the terms located on their purchase receipt. Our customer purchased the extended service plan powered by ********. Their guidelines are clearly outlined under the website referenced on said invoice for our customers convenience to review.
  
  Stains are not vendor related defects thereby not covered under the warranty. They are caused in the home and is reviewed under accidental solely by ********. Please understand the consumer is responsible for the general maintenance of their furniture. If the set is not maintained it voids the purpose of the warranty and/or plan. The customer will need to *************** approval with ******** directly.
  
  Although we value our customers business and sympathize with their concerns,
  we apologize for being unable to comply with their request due to the reasons explained above.
  
  Thank you for your understanding.
  
  Sincerely,
  
  ********************
  Presidential Assistant 

  Customer Answer

  Date: 11/22/2022

   
  Complaint: 18393595
  
  I am rejecting this response because:

  Ive tried dealing with ********, they are impossible. AGAIN, when I spoke with the store manager(*****) on duty I requested a refund of the ******** warranty because it is a complete scam. She passed the buck to someone else to handle, I I HAVE NOT gotten my refund for a warranty that doesnt actually do anything, and Im not sure it exists. At this point the balance moving forward WILL NOT BE PAID. Send it to collections, do whatever you want Rooms to scam. BBB please post this entire process Ive endured. We are two 58 year old retirees, and Rooms to Scam intimates we dont take care of our things. At one *********** Betencurt gave us upholstery cleaner. It made everything worse because its soap. Anyone who knows anything about carpet, upholstery, fabric, furniture knows soap collects more dirt. I didnt know it was soap when I tried it. But, yep, its simply soap. I have a $15,000.00 credit line with rooms to scam, and theyll jeopardize additional purchases because their furniture, upholstery cleaner and dirt wont be cleaned when we were conned into a warranty by Ms. ********* Good business Ms. ********** assistant 
  
  Not sincerely,
  
  *******************************

  

  Business Response

  Date: 11/30/2022

  Dear BBB,
  
  Our office appreciates our customers views and feedback. However,our position as outlined previously remains unchanged.
  
  Nonetheless, we have reached out to our liaison for information regarding their inquiry. We have been advised the cancelation of the plan was honored for orders ********, ******** & ********. The paperwork for a prorated refund was submitted for amounts totaling $445.59 with tax. Please allow up to 21 business days to process and 1-2 billing cycles to show on their finance statement.
  
  We believe this matter is settled.
  
  Thank you,
  
  ********************
  Presidential Assistant
  

  Customer Answer

  Date: 12/01/2022

   
  Complaint: 18393595
  
  I am rejecting this response because: Im not taking a pro rated amount when from day one there was NOT A VALID WARRANTY. You people charged us a lot of money for a completely misrepresented warranty there were zero claims, until I tried to have ******** honor the bill of goods we were sold. FULL AMOUNT, and not 2-3 billing cycles. HD, **************** Lowes issue a customers money the very same day. 
  *******************************
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 01/13/2023

   
  Complaint: 18393595
  
  I am rejecting this response because:
  

  I was told in December, by the office of the President of rooms to go that I was going to get a pro-rated refund for a misrepresented warranty that does not exist in my opinion (NOT THE FULL AMOUNT), which is what I deserve. They have not lived up to what theyre saying we would do, and I want my money. At this point instead of approximately $455.00, synchrony has only received $137.27, December 21st. despite what rooms to go is saying. I WANT MY MONEY IN FULL.

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

  

  Business Response

  Date: 01/23/2023

  Dear BBB,
  
  This is in response to the latest rebuttal.
  
  In regards to the customers inquiry, we have reached out to our accounting department in order to further investigate. We have been made aware that three different credits totaling $445.59 posted to Synchrony in December 2022.
  All refunds take up to 21 business days to process and 1-2 billing cycles to show on their finance statement.
  
  Unfortunately, we have no jurisdiction once we have sent it back to their finance institution; therefore, the customer will need to inquire with Synchrony directly.
  
  Thank you,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18393595
  
  I am rejecting this response because: ************** shows NO record of any credits as of 2 weeks ago.
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 18393595
  
  I am rejecting this response because: This is my second or third attempt to collect the $385.00 promised to us by rooms to Gos assistant to the president for a warranty that is not worth its weight in salt. They screwed us by offering only a pro rated amount. We were then told 2 billing cycles. Were over that. I registered a complaint with synchrony bank, and theyve gotten nowhere. Investigating!! Rooms to go wont even respond. I WANT MY MONEY. We were told wed have it, and at this point rooms to go probably will never give us our money.DO NOT WORK WITH THIS COMPANY. IF YOU DO DO NOT LET THEM SELL YOU A WORTHLESS warranty .again-pro rated-NOT THE FULL AMOUNT. IN MY OPINION THEY ARE FULLY AWARE OF THIS SCAM.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 02/20/2023

  Dear BBB,
  
  This is in response to the latest inquiry.
  
  Our office has reviewed further with our accounting management team.
  
  One of the credits was credited back to Mr. ********** finance account for $137.27. However, the other two credits totaling $308.32 went back to the finance account used in paying for those two original orders. That finance account ending in xxxx2389 was credited back on 12.21.22 as well. It is the same address; however, different name.
  
  The funds have never been rejected by the finance institution; therefore, the customer may verify with the account holder and Synchrony directly as we have no jurisdiction once the funds have been sent and accepted.
  
  We believe this complaint has been answered and brought to a close.
  
  Thank you,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 02/20/2023

   
  Complaint: 18393595
  
  I am rejecting this response because: I was told to expect another $385.00. Look at the previous communication. YOU PEOPLE OWE ME $365.00
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:11/11/2022

  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.

  At rooms to go on green lawn in ****** ** on 10/12/20 I purchased six pieces of furniture to make a sectional couch with a 3 year service contract on EACH piece of the sectional. On 10/21/21 we filed a claim with the warranty company and they finally got us a replacement almost six months later on 10/26/2022. The reason for the delay, they said was that rooms to go didnt have the product in stock. Shortly after finally receiving the new piece, we noticed that the cushion was sunken in. We discovered that the frame was broken as a manufacturer defect. We contacted the warranty company and they say it is not covered because they already replaced the piece and it should be covered under the manufacturer warranty. We contacted rooms to go and they refuse to do anything to help. They claim that even though the piece of furniture was replaced with a brand new piece, it is not under the warranty. Thats absurd, it is a new piece of furniture that I could buy outright today and receive a warranty. This is typical poor customer service from both ******** and ********************. I simply want the defective product to be replaced. Further, we tried to make a claim on a different piece of the sectional and ******** said it is not covered because they already did one claim. I bought and paid for six separate pieces of furniture with six separate charges for a 3 year plan. Again, its absurd! I simply want my defective recliner piece replaced and I want the claim honored on my other separate and distinct piece. One is the left side, the other the right. An appropriate resolution would be for rooms to go to replace my defective piece and hold ******** responsible for replacing my other piece. Im tired of the constant run around. I was sold a three year protection plan that they claimed covered everything, including comprehensive accidental damage, manufacturer defects and repairs. Please get this resolved.

  

  Business Response

  Date: 11/21/2022

  Dear BBB,
  
  We are in receipt of our customers claim.
  
  Please understand that Rooms To Go offers a one-year warranty for manufacturers defects and workmanship as stated on the Terms and Conditions of Sale located on their purchase receipt. This warranty expired as of 10.17.21. They purchased an extended service plan powered by ********. The terms of coverage are outlined under the website referenced on said invoice.
  
  The exchange authorized by their extended service plan, was completed on 3.26.22. Under the terms of the plans agreement, once the product is exchanged, the coverage is exhausted. They may refer to the terms of the extended service plan under Limit of Liability. Since the receipt of their exchange in February we show no records of any issues with this piece until 5months later. Please note the reported issue is consequential not considered a defect. Therefore, had it been reported when the replacement was received, a course of action may have been possible.
  
  Any different issues concerning other pieces would need to be approved for service by ********.
  
  Although we sympathize with their concerns, we are unable to comply with their request due to the reasons explained above.
  
  Thank you for your time.
  
  Sincerely,
  
  ********************
  Presidential Assistant 

• Initial Complaint

  Date:11/11/2022

  Type:Sales and Advertising 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.

  This is the second complaint of misinformation for a loveseat sold by Rooms to Go in less than 90 days. Dimensions for SKU ********, ********** Blue loveseat, are advertised as 76wx38dx39h, a repurchased option from a previous false advertised dimension of 69w for the ***** sand loveseat actual measurement was 67w and confirmed by tech onsite. Delivered today at 11:30 am. When measured, it is 72w at best. I was told my original purchase, the ***** Sand loveseat, was a one-off, and the measurements are typically never off. Here I am again, with the same issue. To confirm my beliefs, I visited the ******, ** store with a heavy-duty tape measurer in hand. I asked store manager ************************* to assist me with measuring the showroom model SKU********. He concluded the advertised dimensions were not consistent when you put a tape measure to it. ****** (store manager) wanted someone else to confirm our findings and was told RTG at this location is aware of the incorrect dimensions. ****** and I checked other loveseats and found those dimensions to be off as well. This is bigger than a one-off, which I was told to resolve my first issue. This is a deceptive business practice; once RTG found this to be an issue, advertising material should have been updated to include the correct dimensions.

  

  Business Response

  Date: 11/28/2022

  Dear BBB,

  We are in receipt of this claim.

  On behalf of Rooms To Go, please express our apologies for any inconvenience with the new selection.

  Our office has sent a copy of our customer's concerns to our buyer to research further with the factory.

  if our customer would like to keep their present loveseat, as a good will gesture, we can offer a $75 refund discount.

  If that is not acceptable, we can authorize a return of both pieces for a full refund.

  Please let us know.

  Thank you,

   

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

  Presidential Assistant

   

  Customer Answer

  Date: 11/30/2022

   
  Complaint: 18386001
  
  I am rejecting this response because: Rooms to Go is falsely advertising furniture dimensions. This is an unacceptable business practice in general, but it happened to me twice, and the company is aware, according to the management team at the ****** location.
  RTG-Our office has sent a copy of our customer's concerns to our buyer to research further with the factory. DS- This does not benefit me; in my first complaint, you did not offer to do the same (for the previous different vendor), and RTG needs to change its business practices to remove or include the correct dimensions for all items sold going forward to avoid more consumers being affected.  

  The offer to return the item for a full refund creates a major inconvenience, especially during the holiday season.

  A refund for $75 is an insult to a consumer who has been inconvenienced twice by the experience over the last three months.

  Lets avoid my reporting this to Georgia's Fair Business Practices for misrepresentation of product dimensions by settling on a good faith refund of $300 or 30% of the balance due to my Synchrony account.
  

  Finally, Id like an explanation as to why there was an additional $657 CHARGE on my RTG account on the same day of the new purchase November 14, 2022. I have reported this to *************** resulting in my account being locked and a new card being issued a new card. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/01/2022

  Dear BBB,

  We have received the latest response.

  As stated previously, the information was forwarded to our buyers to research and addressed further with Advertising and the factory.

  Regarding the discount amount, we can offer $175 to keep both loveseat and ottoman "as is" and thereby voiding the remainder of the 1-year warranty period.

  or 

  We can do the $75 refund and they can keep their warranty.

  If this is not acceptable, as last recourse, a return of both pieces would be authorized for a full refund.

  Concerning the $657 charge, please have our customer send your office their last two statements Page 1 & Page 2 in PDF Format.

  Once we receive, we will have our ****************** research it further.

  Thank you,

   

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

  Presidential Assistant

  Customer Answer

  Date: 12/05/2022

   
  Complaint: 18386001
  
  I am rejecting this response because: Concerning the $657 charge,please have our customer send your office their last two statements Page 1 & Page 2 in PDF Format. DAS Response-RTG has impacted my credit rating with this charge I did not authorize. My score has dropped, as of Dec 3 because Experiance thinks I am at 53% of my credit limit, with RTG because your are reporting I added $800 in charges when I only added, at best $156. See the attached receipt for the purchase on Nov 14, 2022.
  THIS WAS THE QUESTION RTG DANCED AROUND WHEN I INQUIRED ABOUT IT IN MY ORIGINAL COMPLAINT. NOW SYNCHRONY BANK EXPECTS A NON-BUDGETED $72 PAYMENT ON NOVEMBER 18 INSTEAD OF THE $36.
  This has been a nightmare purchase;my first time and last time as a customer. I am still requesting $300 due to the fraudulent advertising of the furniture dimenison and now the impact my credit rating. 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18386001
  
  I am rejecting this response because:

  Complaint: 18386001
  
  I am rejecting this response because: Concerning the $657 charge, please have our customer send your office their last two statements Page 1 & Page 2 in PDF Format. DAS Response-RTG has impacted my credit rating with this charge I did not authorize. My score has dropped, as of Dec 3 because Experiance thinks I am at 53% of my credit limit, with RTG because your are reporting I added $800 in charges when I only added, at best $156. See the attached receipt for the purchase on Nov 14, 2022.
  THIS WAS THE QUESTION RTG DANCED AROUND WHEN I INQUIRED ABOUT IT IN MY ORIGINAL COMPLAINT. NOW SYNCHRONY BANK EXPECTS A NON-BUDGETED $72 PAYMENT ON NOVEMBER 18 INSTEAD OF THE $36.
  This has been a nightmare purchase; my first time and last time as a customer. I am still requesting $300 due to the fraudulent advertising of the furniture dimenison and now the impact my credit rating. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/12/2022

  Dear BBB,

  We have received the latest response.

  Our office would not be able to comply with our customer's monetary request.

  This is our customer's second set of ********************.  Unfortunately, our customer is dissatisfied with their purchase and other issues.

  We have reached out to our On-LIne sales manager.  In the best interest, the only option we would offer would be a return of the furniture for a full refund.  

  We thank our customer for allowing us the opportunity to resolve.

  We will have our On-Line Team contact customer to schedule the return.

  Thank you,

   

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

  Presidential Assistant

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18386001
  
  I am rejecting this response because:

  Based on the response from Rooms to Go on Friday, Dec 12 @ 11:53 am, they were supposed to have someone reach out to me, most importantly, correct my billing error. At the time of this email, I have not heard from anyone nor do I have missed calls or voicemails.  

  Rooms to Go charged me for an item instead of what should have been the credit for the return. My agreed-upon credit payment is due on December 18, but double the monthly payment amount of my purchase price. I provided proof of the overcharged amount in my complaint. 

  
  

  I prefer not to have my credit impacted due to this error. How long am I supposed to wait to hear from Rooms to Go? 

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

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18386001
  
  I am rejecting this response because:

  Based on the response from Rooms to Go on Friday, Dec 12 @ 11:53 am, they were supposed to have someone reach out to me, most importantly, correct my billing error. At the time of this email, I have not heard from anyone nor do I have missed calls or voicemails.  

  Rooms to Go charged me for an item instead of what should have been the credit for the return. My agreed-upon credit payment is due on December 18, but double the monthly payment amount of my purchase price. I provided proof of the overcharged amount in my complaint. 

  
  

  I prefer not to have my credit impacted due to this error. How long am I supposed to wait to hear from Rooms to Go? 

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

  

  Business Response

  Date: 12/14/2022

  Dear BBB,

  We have received the latest response.

  Please have our customer send their last two Finance statements Page 1 & Page 2 in PDF Format.

  We are not able to research further without those documents.  This would need to be researched by our ****************** and we would have someone call her once it's researched.

  Regarding monies, all we can offer is the $175 to keep both loveseat and ottoman "as is" voiding warranty.  The other option would be to return both loveseat and ottoman for a refund.

  Thank you,

   

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

  Presidential Assistant

   

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18386001
  
  I am rejecting this response because:

  I submitted the receipt; ************** issued a new account because I reported the charge as not approved by me.  The only option they offer is to mail the statements, which can take up to 10 business days. This is a nightmare.  I don't understand why Rooms to Go cannot see I didn't make any charges outside of this purchase.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 12/19/2022

   
  Complaint: 18386001
  
  I am rejecting this response because:

  I spoke with Synchrony Bank's fraud department, and they sent the statement via a secure message. You will find the three statements attached, which are all I have with RTG.  

  
  

  I would like to accept the offer of a full refund, I have still not heard from RTG to complete the refund

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

  

  Business Response

  Date: 12/19/2022

  Dear BBB,

  We have received the latest response.

  In the best interest to resolve, we have sent an e-mail to our On-Line Team to generate a return of the two pieces for a full refund.

  They will contact our customer to schedule the return.

  We trust this has been finalized.

  Thank you,

   

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

  Presidential Assistant

• Initial Complaint

  Date:11/10/2022

  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.

  Delivery of a bed to my home . From the moment *********************** entered my property he had a negative energy. He made a mess while building my bed . I asked to please let me vacuum inside the bed before he drilled in the slats . He responded with "I DONT HAVE TIME FOR THAT " . He damaged/ cjipped my brand new fan with the center bar of the bed. When I said he was being rude he picked up his tools and charged out the door . Did not complete the bed assembly. THEN on his way out hit into the old bedframe and scratched my walls and broke a candle sconce . Never any Apologies . He was rude and destroyed my property . I am beyond upset after making a COMPLAINT to RTG . I was told it would take up to 3 days to hear back from someone. I've never in my life had Furniture delivered or someone to treat me the way that this person did. I even went out to the truck to ask him to please come in to finish his job and he ignored me and drove off. If this is the type of people that Rooms To Go hires then people need to know before having this kind of person in their home. I work in a service industry I see 10 to 12 clients a day and they all want to know what's going on in my life I have the mind to tell them exactly what I experienced by this rude and disrespectful person. He should lose his job

  

  Business Response

  Date: 11/17/2022

  Dear BBB,
  
  We are in receipt of our customers claim.
  
  On behalf of Rooms To Go, please express our apologies to our customer for any lack of professionalism they may have experienced regarding their delivery.
  
  Our office is concerned by the allegations expressed in said complaint. We will be reviewing a copy with the corresponding delivery company to further investigate and address any issues should it be deemed necessary. Unfortunately, any information acquired is privileged and confidential and would not be released to the public but will be used to ensure a similar situation does not transpire in the future.
  
  With respect to the bed, if the set up has not been completed, our office will authorize a technician be sent out to do so. The customer may contact our customer care department to schedule the appointment.
  
  In regards to their property claim, we have been made aware the allegations have been reported to the delivery company. Their claims office is reviewing and will reach out to the customer directly once concluded.
  
  Thank you for your time.
  
  Sincerely,
  
  ********************
  Presidential Assistant

• Initial Complaint

  Date:11/10/2022

  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 9/18/22 my wife and I purchased a sofa and loveseat for $750 from RTG outlet center in *******, **. The sales representative was nice and he automatically/voluntarily discounted the furniture before we were even able to tell him that we wanted to purchase it (it was almost as if he knew that there were major issues with the furniture from the beginning). After taking the furniture home, we noticed that the right side of the sofa felt completely different from the left side. We eventually removed the cushions and found that the backing on the right side of the sofa (behind the cushions) was damaged and the left side is fine. It is nearly impossible to use the right side of the sofa without falling backwards. We would never have purchased this furniture if we knew about this hidden damage. I have attached images of the damage as well as the left side for comparison. Since we have only owned this sofa for less than two months, we would like to return the sofas for a full refund or we could meet in the middle and keep the furniture while receiving a significant discount of no less than 50% of the price we paid for the sofa set ($325) since half the couch is useless. Again, this is a considerable amount of damage causing half of our sofa to be completely useless. Our order # is ********. Thank you.

  

  Business Response

  Date: 11/17/2022

  Dear BBB,
  
  We are in receipt of this claim.
  
  In regards to our customers complaint, we have reviewed their account in its entirety. Our customer purchased their sofa and loveseat from one of our outlet centers on 9.18.22. This is a scratch and dent clearance store. The furniture carries no warranty. We show no record of any verbal or written communication after they took the product home of any issues with this product until now. Given the type of purchase, customers have the opportunity to evaluate any piece they choose to purchase fully at said store location before taking the merchandise with them. Regrettably, we would be unable to provide any course of action 2-months after it has been in the home.
  
  Although we value their business, please understand we are abiding by the guidelines within our contract.
  
  On behalf of Rooms To Go, we apologize for being unable to pursue any action due to the reasons explained above.
  
  Thank you,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 11/18/2022

   
  Complaint: 18380906
  
  I am rejecting this response because: It is unreasonable to expect a customer to take apart a couch in store to find hidden damage.  Despite the place of purchase being a "scratch and dent" store, RTG should do something as a gesture of goodwill and as good customer service.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 11/18/2022

   
  Complaint: 18380906
  
  I am rejecting this response because: It is unreasonable to expect a customer to take apart a couch in store to find hidden damage.  Despite the place of purchase being a "scratch and dent" store, RTG should do something as a gesture of goodwill and as good customer service.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/30/2022

  Dear BBB,
  
  Our office understands our customers views. Please note we show no evidence the final sale product had any damage of this nature prior to the purchase, from the date the customer took the product home or within the last 2-months in the home. Unfortunately, our position as outlined previously remains unchanged.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 11/30/2022

   
  Complaint: 18380906
  
  I am rejecting this response because: Even if the damage was reported two months after purchase, no normal couch should be falling apart that soon with fairly light use (even though I believe that the couch was sold that way with the damage hidden).  This is common sense.. should couches last only two months?  Could you please address that?
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/10/2022

  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 10/31 I purchased a sectional from rooms to go that I had initially went and looked at in the store. However I purchased it online. Nonetheless, everything has been fine except for the process of delivery and I dont even have the couch yet. They have my delivery timeframe as ****. Even though fridays are my early days, I still get off at 10 after working overnights. I called customer service and explained this and I was told by customer service if I miss this delivery, the next delivery date would be 11/25!!! I asked if they could possibly change the time and I got some useless excuse that I shouldve looked at the terms and conditions when I made my purchase. Im sorry, but I paid $1700 for the couch on top the premium delivery/setup and I cant even choose what time works best for?!?! Im not sure where or if they send their workers to any type of customer service classes, but that didnt cut it for me. The reps are useless and give off the attitude of its your problem, not ours. Last time I checked I was the customer but yet I have to accommodate the needs of the business. So not only did I pay $130 for the delivery but now Im going to have to rearrange my work schedule and leave early this missing out on my own pay to accommodate the needs of the business I made a $1700 purchase from.

  

  Business Response

  Date: 11/21/2022

  Dear BBB,
  
  We are in receipt of the customers claim.
  
  On behalf of Rooms To Go, please express our apologies to our customer for any inconvenience they may have experienced.
  
  Due to heavy volume, all deliveries are routed by zip codes in order for the contracted 3rd party delivery company to reach all scheduled customers. Because this is done automatically via electronic routing,we regret have no control over the timeframe and therefore inform customers that delivery is an all-day appointment from 7am- 10pm. An estimated four-hour window is provided prior to delivery when applicable.
  
  Unfortunately, this is the reason timeframes are unable to be changed or chosen. Should a customer not be able to meet a driver at the estimated window, they are then given the option to stop the current schedule and reschedule for a different suitable date on the delivery calendar. Please note that due to the holidays, dates fill up quicker.
  
  Thank you for your understanding.
  
  Sincerely,
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 11/22/2022

   
  Complaint: 18380618
  
  I am rejecting this response 
  Complaint: 18380618
  
  I am rejecting this response from the company. Upon my delivery date, the delivery drivers came well before my designated timeframe of 8am-12pm. In fact they showed up at 7:20am and I can back this up from my security cameras. Also, my security cameras show that the drivers damaged my doorframe and my interior walls while moving the furniture inside. Furthermore, I have more video per my security camera on my front door showing the delivery driver acknowledging the damage and offering no resolution at all. I will attempt to attach photos as well as the videos. Im trying to resolve my issue with the company ******** without outing the company through more public measures, but I am losing my patience as the company takes zero accountability for anything. 
  
  Sincerely,
  
  ***********************
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/30/2022

  Dear BBB,
  
  We are in receipt of the latest response.
  
  Once again, we apologize for any inconvenience experienced. As previously explained, timeframes are estimated due to being all-day deliveries from 7am-10pm. Due to unforeseen circumstances out of their control, drivers may arrive earlier or later.
  
  Our office has been made aware the delivery companys claims office has been in communication with the customer with respect to their property claim. They are currently working with the customer in order to bring the matter to a close.
  
  Thank you for your understanding.
  
  Sincerely,
  
  ********************
  Presidential Assistant
  

  Customer Answer

  Date: 12/02/2022

   
  Complaint: 18380618
  
  I am rejecting this response because I have reached out to the third party regarding the damages and they have yet to reply to my email for any type of settlement. Both companies only use email as a way to communicate so I have to wait days for a reply about anything when it can be easily resolved through a phone call. As of writing I am still waiting on your third party company to reply to my email. 
  
  Sincerely,
  
  ***********************