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

  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:11/09/2022

  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.

  Purchased warranty for my furniture still in effect until 05/2023. Filed claim on 10/13/22 for right armrest and broken connectors for sectional. (order #********i * 10/19 Technician completed inspection at my home on 10/19. During inspection, he saw armrest was loose, can be lifted from sofa even though attached and that connectors for sofa had come off. The fabric was intact. *Technician took pictures of the damage for report. When he took pictures of the broken connectors, he ripped the fabric and chipped off the wood to get better pictures. When I questioned him, he said the furniture would be replaced anyways because this was a factory defect. *10/31 I contacted rooms to go because I never received notification from Rooms to Go or ******** (warranty company) on status of claim. Representative stated technician requested a factory repair, claim still "pending" factory approval. I questioned this because I will not be left without furniture. He said it was a same day repair. 11/08 Still no notification on claim status. Spoke to rep. ********* to rep and supervisor, claim was denied on 10/25, associate I spoke with filed dispute on 10/31, claim denied as well. No notice. I requested another dispute because technician damaged my furniture further to take better pictures by ripping fabric. I filed a complaint requesting a refund for value of furniture as promised when warranty was purchased. They need to be responsible for damages on claim and further damages caused by their technician.

  

  Business Response

  Date: 11/17/2022

  Dear BBB,

  We are in receipt of this claim.

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

  We are aware ******** is not accepting the claim.

  In the best interest, we are authorizing an exchange on the sofas.  This will exhaust the ******** contract as we are providing new furniture.

  We have been able to schedule for 11/25/22.  Should our customer need to reschedule, they are welcome to contact our *********** at ************** and reschedule

  with them.

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

  Sincerely,

   

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

  Presidential Assistant

• Initial Complaint

  Date:11/08/2022

  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.

  To whom it may concern,We purchased a table and chair set from Rooms To Go on 11/01/21. When we purchased it, we knew that this would be a table our family ate at daily so we also got a warranty to cover any scratches, dings, etc.Well almost a year later, we noticed that the coating on the table was starting to peel and that it had a lot of fine line scratches from where we put cups and plates on the table (which it shouldnt) so we contacted Rooms To Go.They told us it should be covered under the manufactures warranty.They sent someone out 10/20/22 and the guy who came out told us that the coating on the table (which was suppose to be wood) should not be peeling. He took pictures and told us the table was not repairable and that he would report that information to Rooms To Go.Well 2 weeks later we spoke to Rooms To Go and they told us that the guy who came out told R2G that the table had water stains on it, which it did not and that the peeling would not be covered because we did it and it was not a defect.We were told to contact the warranty company and they should cover it.Mind you they never gave us a copy of the warranty they told us to contact them (Rooms To Go) if we had any issues and they would handle it. We contacted the warranty company and was told that it WOULD NOT be covered because scratches were not covered.Why were we lied to when we purchased the set? Why did they tell us scratches, dings, or other surface abrasions are not covered?They lied to us so we would buy the table because we would not have purchased it without some type of coverage.So here we are a year later with a table that has surface scratches all over it that cant be repaired because of the texture and that Rooms To Go OR the warranty that we purchased to handle this exact issue will not cover!We are ****** off that Rooms To Go LIED to us and that we are now stuck with a table that we will soon have to replace.

  

  Business Response

  Date: 11/17/2022

  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 misunderstandings or inconvenience they may have experienced.
  
  Rooms To Go offers a 1-year warranty against manufacturers defects as printed on the terms of sale located on their purchase receipt. The customer also purchased the extended service plan powered by Guardian. Their terms are clearly stated under the website referenced on said invoice for customers to review at their convenience. Regrettably, scratches, dings and such are caused issues not vendor related.
  
  With respect to their situation, our records currently reflect our service department reviewed the 2nd evaluation report and has authorized an exchange for the table. It is scheduled to be swapped out on 11.26.22. The piece in the home will be picked up when the new is delivered.
  
  We trust this claim is settled.
  
  Thank you for your time.
  
  Sincerely,
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 11/18/2022

   
  Complaint: 18375896
  
  I am rejecting this response because: The issue I have with replacing the table is THE TABLE!
  
  
  The table is poorly made and scratches easily. My main concern is that I bout this table for my house for long term not to just have for one year.
  
  
  Perhaps you have some other tables in your store that are not as cheaply made and that would hold up better that we can exchange it for but I would have NEVER purchased this table had I know that the warranty that I purchased to cover these issues AND was told by your sales people that it would, would actual not do much more than the original warranty.
  
  
  I feel stuck a year later with a table that we cant use for concern of damaging it!
  
  
  I put a plate on the table and ate dinner and it snatched the surface! The table is for a kitchen! What type of table scratches any time you put something on it!
  
  
  And let not even talk about the finish peeling in several places!
  
  
  This table has been used maybe once every other day and it looks like Ive had it for YEARS and have several small children playing on it DAILY!
  
  
  I THOUGHT I purchased a table that would not only look good but that would also last my family for years.
  
  
  This table now does NEITHER after only one year!
  
  
  I either want my table replaced with a decent table that wont scratch every time you put something on it OR just issue me a refund!
  
  
  I bought the table because I was lied to and told that if anything happened the warranty would cover it and now Im being told that its not.
  
  
  Thats deceptive practice.
  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/29/2022

  Dear BBB,

  We are following up on this claim.

  Our office reviewed their file.

  We are aware our customer has been offered a reselection to another dining set of same value.  If the price is greater, they would be responsible for any difference.

  This offer is contingent on customer returning their present dining set at the same time as the new selection is delivered.  Please have them visit the office staff at their originating store to

  finalize this transaction.

  The reselect offer is valid until December 31, 2022.

  We trust the claim has been settled.

  Thank you,

   

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

  Presidential Assistant

   

• Initial Complaint

  Date:11/07/2022

  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 ordered furniture from Rooms to Go, and it was delivered on Saturday 10/08/2022. Rooms To Go hired a third-party company and had them to deliver my furniture, once they left, I went into my room to look at my furniture and noticed that the delivery guys had damaged my wall. I immediately went outside and told them they damaged my wall, and the guy I spoke with goes on say he thought it was already there, and I explained to him that my home was a new construction and there was no damage before they arrived. I asked for the number to call to report this, and he gave me the number to a contractor for Rooms to Go (************************* ************). I contacted him to let him know what happened and he told me to send him the pictures and that he would contact me in two days, and I haven't heard him since the 8th of October. I then contacted Rooms to Go on October 8th as well to let them know and to file a claim with them, they took my complaint and said that someone would contact me about this in a few days and I called back on the 11th of October, and they informed me it would be 7 to 14 business days. I called back again but nothing, I haven't heard back from Rooms to Go since then. My home is a new construction home and was completed at the end of July, this was the first-time furniture had been put into my room.

  

  Business Response

  Date: 11/15/2022

  Dear BBB,

  We are in receipt of this claim.

  On behalf of Rooms To Go, please express our apologies for any inconvenience.

  The report was submitted to the delivery company.  We regret there has been no communication.

  In order to assist further, please have our customer send clear pictures of the alleged wall damage area.  Please send pictures in PDF Format.

  Please also provide at least 2 estimates on Company letterhead to repair the area.  Please also send those in PDF Format.

  Once we receive this information, we will forward to the corresponding delivery company.

  We thank our customer for their business and also their cooperation.

  Sincerely,

   

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

  Presidential Assistant

• Initial Complaint

  Date:11/07/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  While ******* to put my bed together the movers dropped my headboard, cause rips to the wood on my lower wall. Secondly, they slammed one of the side rails into my wall, leaving slashes and scrapes. Lastly, the cart they used left scrapes on my living room hard wood floors.

  

  Business Response

  Date: 11/11/2022

  Dear BBB,

  We are in receipt of this claim.

  On behalf of Rooms To Go, please express our apologies for this unfortunate experience with the alleged in-home damage.

  Our office has forwarded the pictures provided to the Delivery Claims Specialist.  We are aware they have reached out to our customer to acquire

  additional information in order to review and render a decision.

  For further inquiries regarding the claim, our customer is welcome to e-mail Ms. ****** at **************** as she is handling the claim.

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

  Sincerely,

   

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

  Presidential Assistant

• Initial Complaint

  Date:11/07/2022

  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 BED, mattress and Adjustable base from rooms to go in **********/******** ** on 9/7/2022. The bed was delivered about 2 weeks later, as of Today November 5th 2022 NONE OF THE ASSEMBLERS have been able to properly install the bed! I have since had about 5sets of 2 Assemblers come out and the bed that I spent $4,500 on, I CANNOT sleep on. The first delivery attempt the footboard arrived broken, and they could not assemble the adjustable base. Once the new foot board was delivered another 2 weeks late (making it 1 month since I purchased the bed) the next 3 sets of assemblers DID NOT KNOW how to assemble the bed. TOTAL NIGHTMARE SINCE 9/7/2022. FINALLY, the last 2 assemblers that came out knew what they were doing! However, when the bed was initially delivered by the other set of UNTRAINED assemblers, they took the piece that is intended to hold the adjustable base in place so it does not shift (per the last assembler) he warned me that the bed would shift when I adjust the bed which it did, the adjustable base shifted and when I tried to raise the head, it cracked the slates because it is too close to the head board and unable to raise. Since 9/7, I have been back to the store at least 3-4 times, spoke to ****** who tells me that I need to tell the assemblers how the bed should be assemebled, spoke to ******** services 100x and was told by rep ********* she is the highest level I can escalate a complaint to. No one seems to know who the store, regional, or district manager is. Called for *****, the other manager, always off. This week they sent out a technician who also DID NOT KNOW WHAT TO DO, so now the bed is just sitting in my master suite, Unable to adjust and the adjustable base moves and make LOUD noises everytime I attempt to lay on the bed and you can hear the SLATES Cracking. My fiancee and I attempted relations and the bed was making extremely loud cracks. THIS IS A $4,500 BED. Sales rep **** is horrible. Never called to check status. HELP

  

  Business Response

  Date: 11/21/2022

  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 forwarded a copy to the delivery manager to investigate and address the issues further.

  We have reached out to our customer and tentatively scheduled one last exchange with the complete bed for 11/26.

  Once the exchange takes place and all is resolved, we will process a good will accommodation.

  If the exchange does not resolve, as last recourse, we will authorize a return of the complete bedroom set for a refund.

  We thank our customer for their business and their patience while trying to resolve.

  Sincerely,

   

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

  Presidential Assistant

• Initial Complaint

  Date:11/07/2022

  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.

  My husband and I bought some furniture from rooms to go for ******* and now the are charging us an additional ******. We did not buy any other furniture and did not authorize this purchase. Now they will not help refund this amount and are blaming synchrony bank and will not allow me to talk to anyone that could help and will not give me anyones names so that I could call and file with there corporate office.

  

  Business Response

  Date: 11/15/2022

  Dear BBB,

  We are in receipt of this claim.

  On behalf of Rooms To Go, please express our apologies for any cause for confusion on the charge.

  Our customer purchased sofa, chair, accent chair, lamps rug and pad as well as 3 tables.  Due to back order, the order was split into two.

  The main furniture was delivered first on 10/6/22.  The tables were delivered on 10/17/22.  When an order is financed, Rooms To Go does not send the charge to the *************** until the furniture

  is delivered.  The second charge of $625 was for the tables that were delivered on 10/17/22.  This is not a fraudulent charge.

  However, if customer believes it is incorrect, please have them send their last two finance statements Page 1 & Page 2 in PDF format.  Once your office receives them, please forward to us and we will have our Finance department

  research further.

  Thank you,

   

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

  Presidential Assistant

• Initial Complaint

  Date:11/04/2022

  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.

  We originally contacted Rooms To Go on 9/27/2022 about issues with our sofa set. This set was delivered on 12/30/2021 and was well within the original one year manufacturer warranty. The chaise lounge piece of the furniture has a large area where the upholstery is peeling off the furniture. There is stitching falling out in multiple areas and there are areas of both arm rests where the upholstery is peeling. There is another area where the furniture appears to be near peeling as well. On top of this, one of the arm rests is caving in towards the center of the armrest and it basically can't be used. The original call to rooms to go resulted in them sending a service tech out to inspect the issues. That visit occurred on 10/14/2022. A week later, on 10/21/2022, we received a phone call from Rooms to go. They stated that the issues with our furniture were due to normal wear and tear. On what planet is it normal wear and tear for furniture to have peeling upholstery and a caving armrest at only nine months old?!?!?! We asked to speak with someone else, but the company rep was rude and stated there was no one else we could speak to. At that point we reached out to the extended warranty company to try to get repairs. We were told to say that the very small rip in the couch was accidental damage for a claim (even though this is all manufacturing defect). They scheduled a visit for 11/03/2022 to inspect the tiny rip and to re-inspect the other issues. On 11/02/2022 we were given a service window of Noon to 4pm. After 6pm, we called to tell rooms to go that no one showed up. They were unable to reach the company and stated they couldn't schedule another visit until 11/17. This is insanely ridiculous. This furniture was less than 9 months old when it started falling apart. No amount of normal wear and tear (even if this was a college frat house) would cause these issues). We would like a replacement with another furniture set b/c we doubt a new one of the same would be better

  

  Business Response

  Date: 11/08/2022

  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.

  A second service evaluation is being sent on 11/11.  In the meantime, our customer has also sent us pictures of the pieces.

  We have forwarded them over to ******** to review further as well.

  We thank our customer for their business and their patience.

  Sincerely,

   

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

  Presidential Assistant

   

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18358612
  
  I am rejecting this response because:

  We have not been contacted by Rooms to Go to schedule a visit on 11/11. Additionally, all issues with the furniture have occurred at less than a year since purchase which would indicate a manufacturer warranty issue, not a ******* (extended warranty) issue. 

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

  

  Business Response

  Date: 11/15/2022

  Dear BBB,

  We have received the latest response.

  Our customer had service on 11/11.  Our service managers don't work on the weekends.

  The service is still under review.

  We will follow-up once we receive their decision.

  Thank you,

   

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

  Presidential Assistant

   

   

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18358612
  
  I am rejecting this response because:

  There was NO service on 11/11 and we have NOT been contacted by Rooms to Go at all. They have not contacted us to schedule service and have not performed any service. The only contact from them has been via the BBB formal complaint system. Posting that they have performed any sort of service or made aby contact at all is a blatant lie.

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

  

  Business Response

  Date: 01/06/2023

  We have communicated with ******************

   

  After lengthy review, we have authorized our customer for a reselect towards another sectional of same value. 

  If the price is greater, our customer understands they would be responsible for any difference including optional warranty.

   

  As a one-time gesture, we are providing them with free delivery on the new selection.

   

  The reselect offer is valid until February 6, 2023.

   

  We trust the claim has been resolved.

   

  Thank you,

   

   

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

  Presidential Assistant

  Customer Answer

  Date: 01/08/2023

   
  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:11/04/2022

  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.

  Regarding orders TX11457801 and TX11457801. I visited the *****, ** Showroom on 10/9 with the intention of buying my first couch. I was helped by ************************* ******. The warnings *** provided regarding the 3rd party delivery service should have been my first indication to take my money elsewhere. He warned us that the delivery guys would do anything to get out of delivering the items to my apartment and that if we did not make contact with them within minutes of arriving at the location, they would move on to the next stop. I was in love with the Metropolis Way Sectional so I decided to give them the benefit of the doubt and hope that *** was underpromising to over-deliver. That was not the case and now, due to the failure of delivery and poor customer service, I am requesting a refund of the store credit offered to me. The first half of the delivery was supposed to happen on Friday, 10/14. I had warned *** that I would be on a cruise that day, but pushing for the sale we worked out a situation to have my father accept the delivery for me (my father was at the store). *** asked for my phone number after I tried to give him my father's number. *** had apparently listed it as a secondary number and stated he would indicate my father would need to be contacted. On 10/4, no one contacted my father. No phone calls were made to my phone or my father's. One text message served as the indication they had arrived at our stop and it was sent to me. They went on to the next stop and when my father called to try to rectify the situation, **************** and the store said they would call him back and no one ever did. I set up redelivery for 10/28. I received a delivery window of 10:00-14:00. I slept in not expecting anything earlier than 10. The morning of I received a text at 7:00 that my window changed to 8:00-12:00. At 9:20 I received a text stating they were 7 minutes away. When I awoke at 9:30, I panicked that I had missed the delivery again. Cont. in attachment.

  

  Business Response

  Date: 11/07/2022

  Dear BBB,

  We are in receipt of this claim.

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

  We have reached out to the store and they have reversed the certificates.  Please allow at least 5-7 business days for the credit to post to their **** Card.

  We consider the claim resolved.

  Thank you,

   

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

  Presidential Assistant

   

   

   

  Customer Answer

  Date: 11/08/2022

   
  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:11/03/2022

  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 bought a sofa and a love seat on 10/11/22. We noticed that the sofa feet rest of both recliners when they get to the same level they make a horrendous noice and is getting worse over time. ************* has one side higher than the other. They want to fix it but Im concerned that the same thing happens later on. I made the mistake of paying in full for it. A mechanic technician came to see it and said that he is going to order a part for the sofa. Still havent heard anything from them.

  

  Business Response

  Date: 11/10/2022

  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 and loveseat.

  Our office has reached out to our Parts Manager.  Unfortunately, like other retailers, Rooms To Go is still facing product and part challenges due to factory closures because of the World Wide Pandemic.

  We would not be able to exchange the product until sometime in January 2023.

  In the best interest, we can offer a reselect towards another sofa and loveseat of equal value.  If the price is greater, they would  be responsible for any difference.  Please have them visit the office staff at their originating

  store and they will assist them in finalizing this transaction.

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

  Sincerely,

   

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

  Presidential Assistant

  Customer Answer

  Date: 11/10/2022

   
  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:11/03/2022

  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 sectional from rooms to go on May 16, 2021. I also purchased the extended warrantee. The company had a 1 year manufacture warrantee. In March of 2022 our recliner would not close so on March 28, 2022 I called rooms to go and was told it was not covered that I would need to go through the extended warrantee. So I called them they came out and said it should still be covered under the manufacture warrantee. I never could get any help from either I finally paid for the part which they said would fix it and it did not. I have all the documentation from everyone I spoke with every ticket I submitted every service tech that came out. The furniture is still not fixed and no one with rooms to go nor the warrantee will help.

  

  Business Response

  Date: 11/10/2022

  Dear BBB,

  We are in receipt of this claim.

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

  Our office has reviewed their file and researched with our Parts Manager.  Unfortunately, like other retailers, Rooms To Go is still facing product challenges.

  As a result, the incorrect parts were sent.  Also their current sectional has been discontinued.

  In the best interest, we are authorize a reselect towards another sectional of the same value.  If the price is greater, they would be responsible for any difference.

  This offer is contingent on our customer returning their (5) piece sectional at the same time the new selection is delivered.  Since this was an On-line purchase, please have them reach out to our Chat On-Line at the

  Rooms To Go website and they will handle the reselection.

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

  Sincerely,

   

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

  Presidential Assistant