Complaints

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

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  Rooms To Go

  11540 E US Highway 92 Seffner, FL 33584-7346

  
• 

  Rooms To Go

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

  
• 

  Rooms To Go

  4800 S Cleveland Ave Fort Myers, FL 33907-1320

  
• 

  Rooms To Go

  6889 W Newberry Rd Gainesville, FL 32605-4314

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  Rooms To Go

  11301 Carolina Place Pkwy Pineville, NC 28134-6323

  

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:02/06/2025

  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.

  Bought a recliner have had issues since the day purchased its so bad I cannot sit in it. Have almost fell because of structure several times. Have called multiple times they come do nothing and act like not covered I have requested a refund since 3 months after purchase and company kept delaying. When asking to talk to supervisor they say someone will call back and they dont and they also say they wont do anything.

  

  Business Response

  Date: 02/17/2025

  Dear BBB,
  
  This is in response to this claim.
  
  Our office has reached out to our customer and addressed their concerns.
  
  We trust this claim is settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:02/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a mattress from Rooms to Go, The store gives you a 90 day exchange period for an equal value of another mattress. Went in 7 days to exchange the mattress for the same pro adapt series but the soft model. Was told that they have a 30 day trial period policy to break in the mattress. Okay, I go in 30days later to make the exchange but now Im told the mattress has gone up ****** dollars. I call management and he tells me yes, the ****** will have to be paid by me in order to exchange. After looking at my receipt, instead of listing the original mattress purchased individually, they combine it with the base that we purchased for a total of *******. The price of the mattress he is saying was sold to me at 3****** and now the price of the mattress base was ****** . dollars. That is not what was initially told to us as the original prices, the mattress was ******* and the base for the mattress was ****** dollars.

  

  Business Response

  Date: 02/07/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  In regards to our customers situation, we are reviewing and inquiring with the management team over the stores as well as the departments that handles pricing for more information. A follow up will be made with the customer once details are received.

  Thank you,
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 02/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I will wait to hear back from them. I thank them for their efforts but I dont consider this case closed yet. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:02/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i bought a leather power recliner online. I asked for leather. I was shown leather and bought it....i paid cash. I know it's only 2 years old maybe younger. The leather around his head is peeling, plus always had a towel there. Now another spot is peeling! My husband dosen't sit in the chair often....besides the fact that it is peeling or leather, it's only suppose last not even 2 years? I 've contacted them several times and did what they wanted me to do, and nothing I have pictures that I showed them too I hope you can help. Ive contacted some lawyers, but i guess there is'nt enough money in the case. This is so wrong!

  

  Business Response

  Date: 02/07/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Our office has reached out to our customer and we are in the process of addressing their concerns.
  
  We trust this claim is settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 02/09/2025

   
  Complaint: 22889587
  
  I am rejecting this response because:they
  never made contact
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 02/11/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Our office reached out to the customer via email last week. We have sent follow up communication and are awaiting their response.
  
  Thank you,
  

   

  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:02/02/2025

  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.

  January 29, 2025, room to go had to come to my house to pick up a bedroom set that I bought a year ago, and bring a new one from ********* the same day I received a call from a phone number in ***********, SC telling me that the driver did not want to come to my house because of a issues that happened when they took the previous bedroom set, I asked him what issues? and he told me that he didn't know, I insisted, and he told me that the driver told him that I asked him to cover his shoes, and now he refuses to go to my house. I told him that was never an issue before, he told me that he was going to call me back, then he calls me and tells me that he has no more drivers for that area. I called the store at ******************************************* *********** and the manager told me, that the driver refuses to go to my house because I put a claim that he scratched the wood floor, I told her that I did not put a claim against him that she needs to show me on papers she told me that she does not have that information. , Then she insists on taking the furniture another day and I tell her no, because I took the day off without pay from work and I can't take more days off, she didn't want to help me at all. My husband had to go to the store in ******** and they had to contact someone higher to fix the problem, while my husband was in the store, my husband calls me and asks me if the driver went, because someone put in the report that the driver went to my house, and I didn't let him in. Then ********** manager calls me again, and I told her what my husband told me, she confirmed to me that the Driver did not come to my house because he refuses to come to my house. If I'm fighting all day to have the furniture to be delivery that same day, it doesn't make sense that I wouldn't let him into my house, I lost a day of work

  

  Business Response

  Date: 02/11/2025

  Dear BBB,
  
  We are in receipt of this claim.
  
  In regards to their situation, we are researching the customers account in its entirety with corresponding departments and will follow up with the customer once matters are concluded.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22888768
  
  I am rejecting this response because:

  I missed a day of work without pay because of the driver's lies and my husband had to take the next day off without pay as well, the manager of 275 ******** BLVD, STE C, never helped me, she was on the driver's side believing all his lies

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

  

  Business Response

  Date: 02/21/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Our office has reached out to our customer directly and have addressed their concerns.
  
  We trust this claim has been settled.
  
  Respectfully,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 02/21/2025

   
  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:01/31/2025

  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.

  In February of 2022, we purchased a sectional and dinning set from rooms to go. We purchased the additional extended warranty with the products because the sales person advised that it would cover accidental damage caused by anything from kids to pets. In January of 2025 we filed a claim due to a heat stain on the dinning table, a puncture in one the dinning chairs, and staples popping out of the back of the couch that caused injury to my 2 year old ( scratched him down the center of his chest and left a scar) the third party warranty provider accepted the claims and sent a technician out to our home and inspected all of the damage I was reporting. After looking at our sectional, he told us that this was a MANUFACTURING ISSUE and is nothing that we did to cause the staples popping out. He informed us that they should replace the section of the couch. He then proceeded to inspect the couch further and said that there was actually more damage to couch that he believed were manufacturing issues as well (he stated the backing was very loose and starting to separate from the bottom of the couch). The technician further inspected the couch and realized that where the two pieces of the sectional connect the fabric was ripped, he asked if it was installed by rooms to go and when we said yes, he stated that they likely ripped it during installation. Finally he removed the exposed staples, leaving a large gap in the back of the couch. The claim was denied because seam separation is not covered under the warranty the only solution they can offer is to send a tech out Tuesday-Friday, as weekends are not an option for a follow up inspections. When I informed them I cannot take off work, as I dont have any available leave time. I was told that my only option is to choose a day since they are already accommodating me by reopening the claim. I also requested a copy of the tech report and was told that is not allowed.

  

  Business Response

  Date: 02/03/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Rooms To Go offers a 1-year warranty for manufacturers defects as stated on the terms located on the purchase receipt. This expired in 2023. Our customer purchased the ****** extended service contract powered by ********.
  An agreement has been reached with our customer. We are in the process of addressing their concerns.

  Thank you,
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 22885122
  
  I am rejecting this response because:

  I previously filed a complaint against rooms to go and ******** (the extended warranty company affiliated). I filed a claim with my extended warranty and a technician, ***** *****, came out to inspect the damage related to the claim. The damage was related to staples protruding out of the backside of the couch, because my 2 year old had already cut himself on the staple, he removed them causing further separation of the backing from the frame. The technician recommended that it be replaced. The claim was denied and I was very unhappy with this and the compromise offered by Fortegra was that a second evaluation would be completed. The technician, ***** ****, came out to evaluate and recommended that it be repaired. I contacted Fortegra this morning and was informed that the claim was, again, denied. I was directed back to rooms to go. I spoke with the customer service agent ***** and she informed me that there is nothing rooms to go will do for me because it is outside of the 1 year of warranty that they cover and the technicians reported that no repairs were made. Now I am left with additional damage to my furniture that they will not accept responsibility for. Additionally after my first BBB complaint filed on this issue, a woman from the rooms to go corporate office called me and stated she would follow up after the second evaluation and never did. The second evaluation was approximately 3 weeks ago.
  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 03/14/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Our office has reached out to our customer and presented an option to resolve this claim.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:01/30/2025

  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.

  Bought a set of living room set and a dining set from *************************** of Purchase was November of 2023.Estimated cost of all purchase was about $3800.Rooms to Go sold Extended warranty to us on the purely on Pet damage, rooms to go assure us the warranty will cover pet damage.try to get Furniture Warranty but was denied because it does not cover pet ********** damage was the only reason why we bought the warranty.Rooms to go does not want to be responsible for their service and are not willing to accept their shady business conduct.

  

  Business Response

  Date: 01/31/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Rooms To Go offers a 1-year warranty for manufacturers defects as stated on the terms located on the purchase receipt. This expired in October and November of 2024. Our customer purchased the ****** extended service contract powered by ********. Their guidelines of what is/ is not covered is clearly outlined on the paperwork provided at the point of sale and on their website. Unfortunately, consequential damage is not covered by said contract.
  Although we value their business, we would be unable to present any course of action due to the reasons explained above. The customer is welcome to contact ******** directly if they wish to dispute the denial.

  Thank you,
  
  
  ******** *.
  Presidential Assistant

  
  

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22877281
  
  I am rejecting this response because: while I understand that the furniture has no more warranty from factory, that is not the issue. 

  the issue is that we were sold an after market warranty that does bot cover for  exactly hat we wanted.  which is warranty against pet damage.  the Sales person, Mark  assure us 1000% it was cover by the after market warranty.

  This was very shady from sales person, why buy furniture from Rooms to Go for their sole saying they care for the customer , which it has not being true and ended up selling something over priced an something not true
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 02/07/2025

  Dear BBB,
  
  Our office understands our customers views. However, since date of purchase, we show no record the terms of the extended service contract would include what is being reported. If the customer has a contract that states otherwise, we would be happy to review further. Unfortunately, our position as outlined previously remains unchanged.
  
  Respectfully,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22877281
  
  I am rejecting this response because: As stayed before, the Sales person  sold us the extended warranty on only one factor, which he said that it would cover pet damages, which it clearly does not.  Sales person to quote him " it covers 1000% of pet damage"  there is no written contract as he sold us everything we need it and not need it
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:01/30/2025

  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 have a couch that Im still paying on and is less than a year old. I noticed scratch marks on the one arm rest and a piece of metal frame coming out of the back of the sofa. I believe but am not certain that the defects came when we had to move the furniture for a hurricane. Again I can only speculate this. When purchasing the warranty that is for 3 years I was told all scratches, mechanical issues, etc would be covered under my warranty. If for some reason, it could not be fixed by a technician that was sent out the parts would be replaced.The technician came out and said he would file a further claim due to him not being able to repair the sofa. I was told warranty would not be covered due to me, saying that I believed it happened during a hurricane and the furniture being moved again I am notcertain, but I couldve made up something so that this would be covered Not realizing they would deny the claim.I am now still paying for a piece of furniture that is now ruined and not covered under the warranty that was told to me bythe salesman in the store

  

  Business Response

  Date: 01/31/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Rooms To Go offers a 1-year warranty for manufacturers defects as stated on the terms located on the purchase receipt. Our customer purchased the ****** extended service contract powered by ********. Their guidelines of what is/is not covered is outlined on the paperwork provided at the point of sale as well as on their website.
  The reported issue is not vendor related; therefore, fell under the purview of ***************** guidelines for review. Unfortunately, ******** denied the claim due to the issues being deemed consequential. The customer is welcome to reach out to ******** to discuss the denial as we would be unable to offer any course of action for the reasons explained above.

  Thank you,
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22876944
  
  I am rejecting this response because:
  The furniture is less than a year old. The back piece is definitely a manufacturer defect, the metal coming out the back is not from any thing the consumer did. I would hope a company would help the consumer reach out to the extended warranty company if the consumer is dissatisfied. Putting it on the next person is not resolving an issue or a good look to a customer .
  Sincerely,
  
  ******* *********

  

  Business Response

  Date: 02/07/2025

  Dear BBB,
  
  We are in receipt of this rebuttal.
  
  Our office has reviewed the account along with the pictures the customer provided. Unfortunately, the damage on the furniture is not vendor related. Consequential damage is not covered by the ***** warranty nor the extended service companys contract; therefore, our position as outlined previously remains unchanged. Please note that since delivery in March 2024, we show no record of any issues being reported until ******** approved the customers service in December 2024.   
  Regrettably, we would be unable to offer any course of action due to the reasons stated herein.

  Thank you,
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:01/29/2025

  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 06/20/2022 I purchased a sectional sofa with chaise, swivel chair and 3year extended warranty. The extended warranty provided reassurance that any manufacturer defects, accidental damage would be covered. Within weeks of receiving the items the couch cracked and someone came to ***air. The swivel chair would spin but once we moved it we saw that it was scratching the floor but there were no obvious signs that a part was missing. The beginning of 2025 I was cleaning the sectional (the chaise that was fixed) and noticed a hole that had what looked like a missing s**** of foot to the couch.I called to file another claim on this and while discussing advised the *** that I wanted them to check the swivel chair because it appeared to never have worked correctly.A technician came to my home did some work on the chaise and took photos. He advised that a footing was missing from the chaise and the casters were missing from the swivel chair. He said the parts would be delivered to me and I would need to make another appointment.I then received a call from a service *** advising the part was ordered for the foot of the couch but the missing casters were not covered under the extended warranty. I explained the parts were never included in the chair I paid $800 for and this is a manufacturing defect and I would need a supervisor to review this as I have been a long customer to R2G. He advised she would not tell me different with a very cavalier attitude and advised she would call in 24 hours.Another *** then called and I explained the same situation to which she said they could do nothing about and that I could purchase the parts. I advised I already purchased these parts in 2022. When I asked if she had a manager she ***lied, "everyone has a manager" which made me more upset and she stated that she could not escalate to anyone else and that she would talk to me all day if needed about it. I advised I would be filing a complaint and disconnected the call.Still no parts.

  

  Business Response

  Date: 02/06/2025

  Dear BBB,
  
  This is in response to this claim.
  
  Our office has reached out to our customer and addressed their concerns.
  
  Thank you for your time.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22873592
  
  I am rejecting this response because:
  
  

  I never received the full product that I paid for initially.

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

  

  Business Response

  Date: 02/11/2025

  Dear BBB,
  
  We are in receipt of the latest reply.
  
  Rooms To Go offers a 1-year warranty for manufacturers defects as stated on the terms located on the purchase receipt. This expired in 2023. Our customer purchased the ****** extended service contract powered by ********. We regret neither cover missing or lost parts given the length of time the product has been in the home.
  With respect to their situation, we have reached out to our customer and provided an option that would address their concerns.

  Thank you,
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22873592
  
  I am rejecting this response because:

  I did not receive the product I paid for in its entirety. The casters were never installed. 

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

  

  Business Response

  Date: 02/19/2025

  Dear BBB,
  
  We are in receipt of the customers rebuttal.
  
  Our office reviewed the customers account as well as the delivery companys records once more. There is no evidence that supports the furniture was not delivered in showroom condition in 2022. Based on the extended period during which the furniture was in the home without reported issues, we are unable to offer any course of action. Unfortunately, our position remains unchanged.
  
  Respectfully,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:01/28/2025

  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.

  Bought a mattress set and within two years the fame of the box spring broke. This was not a cheap purchase and to call customer service to be rudely told I will have to buy another one or have it repaired myself is unacceptable!!! I might as well purchased this from a second hand store or off the street for a two year usage. It is no way the frame she be broken and its ridiculous that customer service was no help!!

  

  Business Response

  Date: 01/29/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Rooms To Go offers a 1year warranty against manufacturers defects as stated on the terms of the purchase contract. Theirs expired in 2023. Their foundation was purchased in a mattress package; therefore, falls under the manufacturers longer limited warranty we will honor.
  
  Our records reflect a service has been generated under these guidelines. Their concerns are in the process of being addressed.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22870510
  
  I am rejecting this response because: The service that was generated that the company has ordered was said to inspect the box spring in question. If they are honoring the longer warranty, then they should send the replacement out on or before the scheduled date  of the service inspection. When i have the replacement box spring delivered to me then this is settled
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 02/03/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Our office has reached out to our customer. We are in the process of addressing their concerns.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:01/28/2025

  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 12/27/24 bought a sideboard cabinet from rooms to go for $500. Delivery was scheduled on 1/14/25. When the cabinet arrived it was already damaged. The company set up for a new one to be delivered on 1/22/25. It also arrived damaged in the exact same spot. The drivers returned the cabinet. I was told I cannot get my money back until the first cabinet is returned but they cannot send a driver to get the cabinet un 2/8/24. I work out of town and cannot be at the home a third time for the pick up of the furniture so I was told my only other option is for me to return the cabinet to them myself. I have been accommodating twice and now it's more than an inconvenience it's a con. I am stuck with damaged furniture that I had to pay full price for or lose my job so I can be home for a 3rd time for them. All documents of the damaged item have been uploaded into there system and the account is under my phone number.

  

  Business Response

  Date: 01/28/2025

  Dear BBB,
  
  This is in response to this claim.
  
  Our office has been made aware the showroom management team has been in communication with our customer in an attempt to address their concerns and resolve the complaint to no avail. They are awaiting the customer to reach out to them in order to finalize the requested return.
  
  We trust this claim has been answered.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22868473
  
  I am rejecting this response because:
  They have not provided an accimidating option. My options are I can pay for movers to bring it back. Or quit my job so I can be there when they want to pick it up. They did not direct there movers to bring the item back I asked them to take it and they said they couldn't. I have had availability all this week but that was not sufficient for them. But if they will pay for movers I will have it delivered back to them ASAP. 
  Sincerely,
  
  *****************

  

  Business Response

  Date: 02/03/2025

  Dear BBB,
  
  We are in receipt of the latest reply.
  
  Our office will review further and follow up with the customer directly in order to address their concerns.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22868473
  
  I am rejecting this response because: follow up by rooms to go has not happened yet. 
  
  Sincerely,
  
  *****************