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:11/02/2022

  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.

  Purchased sleeper sofa April 2021. 8 months in sleeper broke. Took forever to get them out to see it was indeed broke. Took another few months for them to replace sleeper. 4 months later its broke again in same place. Its a bad design. This is our 2nd home that we rent out when not there. Made another appointment for them to come out and no answer so they couldnt go in. Four days later they showed up without notifying me, of course no one was there. That was Oct 26 and they didnt follow up with me to let me know anything. I contacted them today to let them know Ill be there Nov ***** and of course they say they have no appointments available until December. Im just getting the runaround and I need this issue resolved.

  

  Business Response

  Date: 11/03/2022

  Dear BBB,

  We are in receipt of this claim.

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

  Per the Extended contract, a service technician will be visiting on 11/30 to take pictures and provide a thorough evaluation.

  Once the report is received and reviewed by ********, we will follow-up with your office.

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

  Sincerely,

   

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

  Presidential Assistant

   

   

  Customer Answer

  Date: 11/16/2022

   
  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:11/02/2022

  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.

  Date of Transaction 11/1/2022 Rooms To Go, I have attached the photos of the damages caused by Rooms To Go delivery service. Please see a list of frustration I had after spending almost $8,000 of hard-earned money to prevent this. 1.I was told my table and chairs would be assembled in my home by sales representative **** (********* ** Store). I was told they will not assemble by the delivery people. 2.The delivery personnel proceed to start bringing in furniture with dirty wet feet and bring trash into my newly cleaned apartment. There was no effort to clean the trash up. 3.When the delivery personnel began to bring the couch into the apartment, they damaged the wall with no regard to even clean up the dry wall that littered the floor. The only response they had was That just happens sometimes.4.After they set the couch on the floor the delivery person proceeded to carelessly slam the couch against the wall completely ripping up a piece of the vinyl wood floor. With the response of That just happens sometimes. 5.Now we move onto the bedroom where the delivery personnel begin to assemble the dresser. As he attached the mirror one of the screws stripped out from the board not being close enough to the threaded insert. His next course of action is even better. He proceeded to put the s**** in his pocket and pushed the dresser against the wall. You guessed it the same response with no need to even type it again. These are just the main 5 reasons I will never recommend or buy from rooms to go. I called the store to speak with a manager and you guessed it they were unavailable. I also received two installations from other companies during this day. They were nothing but respectful and pleasurable to work with and did not damage my property. I have never spent this much money and had such a terrible experience with no resolution in sight.

  

  Business Response

  Date: 11/04/2022

  Dear BBB,

  We are in receipt of this claim.

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

  Our office has reviewed their file.  We are aware a claim was filed of the alleged damage.  We have also sent an e-mail to the Delivery Claims manager so that 

  an associate will follow-up with our customer.  Please allow a few days.

  In the meantime, if our customer would be so kind to send at least 2-3 estimates for repair on company letterhead in PDF Format, we would be happy to forward to the Delivery claims for review.

  They may send to your office.

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

  Sincerely,

   

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

  Presidential Assistant

• Initial Complaint

  Date:11/01/2022

  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.

  On 3/21/22, I purchased (2) ************* Recliner Sofas, and (1) ************* Recliner from Rooms to Go, with the understanding that they were 100% leather where ever the body touch. Note: items were delivered on 5/5/22, purchase amount of $4,762.24.On 10/26/22, I called customer care (Avi) to report that one of the arms on the leather sofa was peeling. *** suggested that I contact customer care via email with pictures of the damage. As requested by customer care, I sent pictures of every angle on all pieces. On the same day, I visited the store located at **** W *******, where I spoke with ******, store manager. I explained to ****** that if this is in fact, not 100% leather that I would like a refund of the purchase because *******************************, sales associate, assured me that it was 100% leather. However, ****** implied that leather, too, cracks and peel and that they have never had any issues with this brand, and to email him the pictures, and he would personally oversee the complaint. I have not heard back from him or customer care. I have left two messages for ****** because each time I call, they screen his calls, in which I am forced to leave a message.I believe I am a victim of false advertisement, and would like to resolve this issue because I seek legal action.

  

  Business Response

  Date: 11/03/2022

  Dear BBB,

  We are in receipt of this claim.

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

  This particular sofa is leather where the body touches.  This is shown on the placard next to said furniture in the Rooms To Go showroom.

  In an effort to resolve, an exchange is being provided.  Unfortunately, due to back order, it has been dated for 12/10/22.

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

  Sincerely,

   

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

  Presidential Assistant

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 18342919
  
  I am rejecting this response because:

  I would like some type of assurance that all three pieces are covered by a warranty. It is very odd that the advertised 100% leather sofa has already started peeling within 6 months of purchase. Replacing the sofa that has started to peel does not guarantee that it will not reoccur in the near future.  
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 11/09/2022

  Dear BBB,

  We have received the latest response.

  Rooms To Go provides a 1-year warranty.  This is stated on the back of their sales order.

  We certainly understand our customer's concerns.  Unfortunately, we cannot foresee how any material will endure through the course of time.

  Should our customer have any more problems with same issue during the warranty period or shortly thereafter, please have them contact our office.

  Thank you,

   

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

  Presidential Assistant

   

  Customer Answer

  Date: 11/13/2022

   
  Complaint: 18342919
  
  I am rejecting this response because: they were vague in their response regarding how they will handle reoccurring problems with leather sofa, or any timeframe in said future.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/01/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 12, 2022 I placed an online order with rooms to go for the Barcelona Walnut 7 pc ******************* set. Initially I was told my furniture would be delivered on October 25, 2022, however, the delivery date was updated by rooms to go and changed to September 20th, 2022. During the delivery movers broke my brand-new headboard, created cracks on my stairs and punched a large hole in my wall with the broken headboard. Standing aside while the men brought the furniture in, they weren't even going to tell me that they cracked my stairs and punched a large hole in my wall until I questioned why there was a hole in my wall? The mover that seemed to be in charge responded that the headboard had hit the wall. He then proceeded to show me the broken headboard. When I asked his name, the mover continued to bring the furniture into my bedroom as if he didn't hear me. Repeating myself again he said he would contact the corporate office and notify them of the damage. Once they had placed all of the furniture in my bedroom including the broken headboard I noticed he never used his phone. It was at this time I contact rooms to go and informed them of the damage. The mover had never contacted the corporate office. I spoke with *** on that call who assured me the damage would be repaired by rooms to go. *** encouraged me to allow rooms to go to swap out the broken headboard with a new headboard, which they did but the cracks in my and the hole in my wall remains. I have emailed the pictures of the damages and the mover acknowledged the damages to the stairs and wall when I contacted corporate. To date, rooms to go has made several empty promises to me regarding repairs to my home. The company repeatedly gives me different people to call or email and they either do not respond or provide me with a date for repair but do not show up.

  

  Business Response

  Date: 11/02/2022

  Dear BBB,

  We are in receipt of this claim.

  On behalf of Rooms To Go, please express our apologies for any issues with the furniture and the alleged in-home damage.

  We have reviewed their file.  We are aware our customer was provided with an exchange on the headboard and this matter was resolved.

  Concerning the alleged damage, we are aware ******************** ( delivery claims agent) has reached out to our customer via e-mail and required needed information.

  We were made aware that ******************** has requested overall images and a statement.  Our customer is welcome to communicate directly with ******************** at ******************* so that there is no confusion

  as to what is needed to review.

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

  Sincerely,

   

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

  Presidential Assistant

   

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 18340151
  
  I am rejecting this response because: I emailed rooms to go yesterday with the overall picture of the area and started its location. I am currently still waiting for a response from Rooms to go about the pictures and when they will come to fix the hole. I have attached the pictures that were sent to rooms to go
  
  Sincerely,
  
  ************************************

  

  Business Response

  Date: 11/09/2022

  Dear BBB,

  We are in receipt of this latest response.

  This alleged claim is being handled by Delivery Claims specialist *********************  At this time, we were made aware it's under review by 

  delivery management.

  Please allow at least 7 business day for them to review.  Once the time has passed, please have our customer direct any further inquiries to ******************** at

  ******************.

  We thank our customer for their patience.

  Sincerely,

   

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

  Presidential Assistant

  Customer Answer

  Date: 11/10/2022

   
  Complaint: 18340151
  
  I am rejecting this response because:
  It seems as though they constantly request more time to review the damage that their moving team caused and as though they are putting it off for as long as they possibly can.
  Sincerely,
  
  ************************************

  

  Business Response

  Date: 11/21/2022

  Dear BBB,

  We are in receipt of the latest response.

  We have reviewed their file.  We are aware the Claims associate has reached out to our customer

  with an offer to settle the claim.

  Our customer would need to reach out to them should they have any additional inquiries.

  Thank you,

   

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

  Presidential Assistant

   

• Initial Complaint

  Date:11/01/2022

  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 asked that a mattress be replaced under warranty. There is an obvious defect around the edge of the mattress (something structural inside caves in considerably and easily which makes you fall off the bed) and they sent a tech who runs a string across the bed, and they use only that to determine defects. Despite the tech acknowledging my actual complaint as valid by pushing in that part of the mattress, customer service will only use the string method to determine defects. A string. An inanimate object that does not actually sleep on the bed determines if something is wrong with the mattress. Not only is this unscientific and stupid, it can easily be manipulated in a number of ways to simply deny a warranty claim, intentionally or accidentally. Were talking about replacing a mattress barely a year old in otherwise perfect condition. Im not asking to replace a beat up old mattress. Im simply looking to replace what is clearly a manufacturer defective mattress. It should be simple customer service.

  

  Business Response

  Date: 11/02/2022

  Dear BBB,

  We are in receipt of this claim.

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

  Our customer was offered a reselect towards another mattress of same value in return for their **************** being returned at same time.  This would be the same price that they paid on their sales order.

  Per our customer, they have moved the mattress into storage.  They would not be able to reselect until 6 months from now.

  We will honor the reselect offer until April 30, 2023.  This offer is contingent on the mattress being in the same condition as it was when ************** viewed it on 10/20/22.

  If it is damaged in any way from the storage unit, RTG may not be able to honor the reselect offer.

  We trust this has been answered.

  Thank you,

   

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

  Presidential Assistant

   

• Initial Complaint

  Date:11/01/2022

  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.

  I made a large internet purchase on September 28th 2022. Once the items were received, I realized 2 of the pieces weren't what I was expecting. They were missing pieces, felt cheap and the chairs had a hole/scuff in them. These were online purchases, direct from the vendor. I asked for returns to be processed shortly after receiving the items. R2G assured me that I would be getting contacted from their special operations department (they can only contact you, you can't contact them). Weeks passed and no one ever reached out. It has been over a month and I am concerned they will not refund me. I followed the rules and asked for a return within 48hrs of receiving the items (even faster).

  

  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 problems with the furniture.

  Our office has reached out to our Special Orders Team and they will be contacting the Vendor to authorize the return for both purchases for a refund.

  Our Special Orders Team will be contacting customer once the return orders are created.

  We trust his has been resolved.

  Thank you,

   

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

  Presidential Assistant

• Initial Complaint

  Date:11/01/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I pu4chased equipment for my new home in June. Price $1644. I paid ****** down to reduce my balance, which should be ******* Rooms to go financed me thru ******** Who is reporting that I need to pay **** and since I refused because the cost is wrong they've reported it to my credit report. It's fraud. I worked so hard on my credit and it was destroyed in 30 days. Rooms to go said they issued the ****** to ******** ******* sending me back to Rooms to go. NO one responding to my emails. Phone reps hanging up on me. And I'm the one paying the cost. It's overwhelming and it's upsetting.

  

  Business Response

  Date: 11/02/2022

  Dear BBB,

  We are in receipt of this claim.

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

  Please have our customer be so kind to send us their last 2 Finance statements Page 1 & Page 2 in PDF Format.

  Please also have them inform our office what they believe their balance should be taking into consideration the furniture they have in their home.

  We thank our customer for their business and will await the information requested.

  Sincerely,

   

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

  Presidential Assistant

• Initial Complaint

  Date:10/31/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchases this recliner less than two years ago, it broke and it took 9 months to get it taken care of. This was year one under manufactures warranty. Even then they told me my extended didn't kick in until after the Manufacturers warranty expired. Now this piece of junk is broken again and when I called they said I don't have an extended warranty and never did. I have the original receipt and I paid extra for extended warranties on both chairs. After speaking to a supervisor, she went in and said the extended warranty was cancelled last year. At the same time they replaced the chair under the manufacturers warranty. She says they can't tell why. I will contact the store we bought it at but as of now they are saying they can't put it back on and we have to pay to repair it. This is why I added the warranty. Even the first repairman said they are having trouble with these chairs. Please avoid this business which I now know has a terrible reputation for customers service and quality.

  

  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 confusion regarding the Extended contract.

  Our customer was kind enough to provide a copy of her sales order with the Extended contract.  However, her orders were split.  On the revised order, there was no Extended contract.

  The monies from the Extended contract had been refunded back to Synchrony on 3/5/21 in the amount of $217.77.  We have provided our customer a copy of that sales order showing the credit sent.

  At this time, our customer's ********************** warranty has expired and there is not Extended warranty.  

  As a courtesy, we have scheduled service for 12/2 to evaluate the issues with the recliner.

  Should our customer have additional inquiries regarding monies, we suggest they visit the office staff at the originating store.  Our office does not  handle that portion of the purchase.

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

  Sincerely,

   

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

  Presidential Assistant

   

   

   

  Customer Answer

  Date: 11/09/2022

   
  Complaint: 18337660
  
  
  
  Complaint: 18337660
  
  I am rejecting this response because: I was not and never have been provided a copy of the order or anything without the extended warranty or told anything about it.  My paper work has it listed. I have never received anything to this day that proves or states that the warranty was dropped or canceled. Since they left a pending purchase on my account for Months and said it would evenly drop off,  it was impossible to see what the correct balance was or anything that might have been refunded. I did call and complain about how confusing the math was with the pending charge. This was an almost 6k purchase with everything we bought, not just two recliners. 
  
  Now to the current situation. I was told yesterday when the orders were split into two deliveries, the extended warranty was accidentally dropped off, yet its on one of the two receipts I received after the sale was split. Yesterday, I was told the credit was one month later. If it was dropped off when the sale or order was split, why was it on my receipt?
  
  I was told R2g sent in a credit for 217 a  month later, but another customer sales person told me that I cancelled it a year ago and I didnt. This sale was almost two years ago. To say I was given a copy is not the truth, period. I was not notified of this and when the chair broke within a few months, they also told me I had the extended but this would fall under manufacturers warranty and the extended didn't kick in until that expired. I never cancelled anything, bought protection and to this day I have zero proof and only their word it was cancelled. The courtesy repairman Is coming is to tell us whats broke, not fix it. I was told this repair man is coming basically as a favor to tell us what wrong with it, no one has said anything about repairing it and I was told  by the first customer service person that I could pay for parts.
  
  I am in contact with another person that is trying to see if they can do anything, so we will see, but according to them the warranty is gone and cant be put back. Of course the *************** wouldnt now cover an almost 2 year old chair now.
  
  So R2Go admits it was on their mistake, they have not provide me any proof it was dropped despite what is being said. I was told something about some kind of confusion with a negative balance initially, I have no way of sorting out their mess or what that is about. Was that from the pending sale that wasnt removed?  I dont understand what happened. What I do know is they made a mess and its not my mess, but its my problem. They made a mistake it happens, but a reputable company would try to make it right. I could have tried to do something about the mistake had I been notified. 
  
  So now, I have a broken chair and a company that made a mistake and doesnt want to own it. So no, Im not accepting this resolution. Because going forward, I have two chairs one of which broke, was replaced under the ** and is now broken again, and isnt paid for. This is how Rooms to go treats their customers. I have been told several stories that dont match and They are not willing to stand behind their mistake. Please do not buy from this company, because they will not be there when they mess up or care about how a customer is treated. 
  

  I am in contact with the store and they are the ones that did a better job of explaining it, but This lady has her facts incorrect. They admit it was their mistake, but no one cares about it. You can say you understand my frustration, but that doesn't solve anything. Terrible experience, service and lack of responsibility. And no, I'm not just accepting it. I hope they do the right thing or we will take it from there. 
  
  Sincerely,
  ******
  
  
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 11/16/2022

  Dear BBB,

  Once again, we apologize for this situation.

  Unfortunately, there is no evidence to support that the revised sales order was not provided to our customer due to length of time involved.

  As stated previously, RTG is not able to reinstate the Extended contract.  The monies of $217.77 were refunded in March 3/5/21.  We are sending a copy to your office.

  Regardless of there being no warranty, Rooms To Go has scheduled a service technician to go out on 12/2/22.

  Once the technician visits and we review the report, we will follow-up with  your office.

  Thank you,

   

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

  Presidential Assistant

   

   

   

  Customer Answer

  Date: 11/17/2022

   
  Complaint: 18337660
  
  I am rejecting this response because: You indeed did not communicate or send any updated paperwork. You also left a double pending amount on my account for months, even though I asked you to clear it. That made it impossible to know an accurate balance and is why I didn't go back and purchase the dinning room set. It said I didn't have enough credit available and I did and wasn't willing to have my credit increased to purchase it. If there was a refund one month after purchase it was impossible to tell. Again, there was a credit for the mattress pads we had to buy for the that warranty and there was a store credit for that. But if the Extended Warranty was dropped off the order when the order was split, why did you refund it a month after purchase? Apparently You actually cancelled it at That time. If you can provide their office with proof of a refund, why haven't you supplied it to me? I still have no proof that I do not have a warranty. I get that according to you, you cancelled it and I get it was your mistake and going forward you will stick me with repairs. Which is why I will continue to tell people to never do business with you. This company makes mistakes and even when they admit it and the manager did, they are not willing to own it. He also said he would try to see what can be done and call the next day. He still hasn't contacted me back.

  Yes, I expect you to cover repairs for the 3 years of the extended, that means you eat any repairs, because thats what honest businesses do. That is not unreasonable. Sorry you don't see the value of your customers and reputation. 

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

• Initial Complaint

  Date:10/31/2022

  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 purchased a sofas for my livingroom, in room to.go. and roomstogo sold me a warranty for 3 years to cover everything (I have the contract) 6 monts ago I call to ******** it is the company dealing with the warranty, because the material sofas was damaged and it has some dirty, 2 months ago one person went to my house left me one part of one of the sofas that was broken, but anyway the other part of the other sofa y broken too, so it did not resolve the problem . I filed diferents complains # *******, *******, *******, they told me for each sofa i was needing to file a complain. The last call they told me to go to rooms to go, i went to the store *** they told me they can not do nothings. The sofas'material is very bad quality. I paid a Lot of money for the sofas, and I paid the warranty, and now they do not want to response. The warranty company is ******** ********************************************************************************************************. **************

  

  Business Response

  Date: 10/31/2022

  Dear BBB,

  We are in receipt of this claim.

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

  We have generated a service to have a technician visit their home and provide us with pictures and an evaluation.

  Our customer is welcome to schedule through our *********** at **************.

  We will send a follow-up response once we receive the technician's report.

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

  Sincerely,

   

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

  Presidential Assistant

   

  Customer Answer

  Date: 11/01/2022

   
  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:10/31/2022

  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.

  The matress is not the size that I ordered. My matress is a full and I ordered a queen. I called the day it was delivered for them to come pick it up and they said they could not because it was not rooms to go who can pick it up. I called the 15 of October. I spent a lot of money on this matress and I would like to have the size I paid for. I had a stead and ****** before which was defective. I never received any money for that mattess and now I am paying ***** for this matress that is not even the correct size. I would like a refund for everything.

  

  Business Response

  Date: 10/31/2022

  Dear BBB,

  We are in receipt of this claim.

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

  Our office has reviewed our customer's file.  Unfortunately, the issues with the mattress and/or base are a matter of preference.  A technician was sent out and they deemed both mattress and base to be up to

  industry standards.  They did not deem the mattress to be the incorrect size.

  In view of those factors, we would not be able to authorize a return on the product.

  Thank you,

   

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

  Presidential Assistant

  Customer Answer

  Date: 11/18/2022

   
  Complaint: 18335074

  THIS RESPONSE WAS TAKEN VERBALLY BY BBB:
  
  I am rejecting this response because:

  I originally bought a ******* and ****** bed for $2000 but it became defective after only 1 year. I went to the company and they would not replace with new one of the same but insisted I needed to go into the Temperpedic mattress. This one does not fit the bed properly. Should be 80 inches long & 60 inches wide but this one is only 70 some inches by 57 inches. In addition the entire bed moves as mattress is not correct for the bed. They are trying to charge me $2000 more dollars for this bed and it is NO GOOD!!! Went to the store and the manager told me to just keep it flat. This is ridiculous answer. I have letters from my doctors advising due to medical issues I need to sleep 8 hours a night but I am unable to do so with this mattress. I have been sleeping on the sofa since September and it is not right that RTG does not care about their elderly customers. I want them to come remove this from my home and release me from any debt.
  
  *********************** M De La Fuente

  

  Business Response

  Date: 11/29/2022

  Dear BBB,

  We are following up on this claim.

  Rooms To Go has authorized a return of the mattress and base for a full refund.

  The merchandise will be picked up on 12/8/22.  Please allow at least ***** business days for processing and two billing cycles to post on their Finance account.

  We trust the claim has been settled.

  Thank you,

   

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

  Presidential Assistant