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: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.

  Date of transactions June 2022 Price ******* After exchanging the couches I originally purchased due to low quality issues, rooms to go gave me the chance to exchange the couches for a different set whichI did and Basically ended up having to pay over $3,000 for couches I didnt really like or want, and the couches I exchanged the previous set for are not comfortable, aesthetically pleasing and are low quality. They have already broken and sunk in, in a matter of months!!

  

  Business Response

  Date: 10/31/2022

  Dear BBB,

  We are in receipt of this claim.

  We regret our customer is experiencing issues with the new sofa.

  We appreciate our customer sending a picture.  Unfortunately, we would still need a technician to visit to provide an official report.

  Please have our customer call into our *********** and schedule a service for both the sofa and loveseat at **************.  Once the technician visits and provides their report,

  our office will send a follow-up response a few days later with the out come.

  Thank you,

   

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

  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.

  We ordered our living room furniture on 10/9/2022 our scheduled delivery was confirmed via email and text for 10/28/2022 between ****pm. Tracking available said we were delivery stop 10. We were tracking early on and noticed our delivery would arrive well over 2pm. We received a call from R2Go at 1pm stating we would be receiving our furniture at 2:20pm. We waited & nothing, come 2:44 I received a text stating they were 17min away. My husband (military service member) and I took the day off for this delivery that NEVER arrived. We called **************** when it had been nearly 1hr after said ETA from text. The girl who answered had zero unrest and said they were in transit so to simply wait. We asked if getting on base was a problem in which she stated no that it was something that had happened before. We offered that If a problem arose at the gate they call so my husband could ****** them in. Shortly after our call our deliver time slot moved 2pm-6pm with ETA of 6:20-6:50pm in which we noticed our stop went from 10 to now stop 14 of which they were on 12 which tells me they skipped us over, which is tolerable if their estimated time was correct the second time. At 5pm our time window for delivery moved from 6pm-11:45pm. At 5pm it also showed they were on stop 13 and our ETA was 7:05pm. At 6pm it moved to an ETA of 7:30-8pm. I called customer service at ****** to voice my concern nicely and the female employee was bothered stating and I quote, Your service agreement says that it can be delivered within the entire day of the scheduled date, up until 10pm. Please read it. No help. At 6:47pm ETA change to 8:50pm. At 7:45pm a text that our delivery would reach us in 34min. At 8:15pm we received a text stating, Your delivery has arrived and we are ready to start. My husband opens the door for the 5th time and sees no one. I called customer service, apparently that ends at 8pm. Needless to say we stayed up waiting for 11:45pm and zero delivery w/no call or update.

  

  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 problems with the delivery.

  Our office will be investigating further with the corresponding delivery company.  Unfortunately, all orders that go out are locked for 48 hours past the delivery to ensure all product

  is accounted for.

  Once the order is unlocked, our customer is welcome to reschedule through our *********** at **************.

  When the order is delivered, RTG will refund their delivery fee.

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

  Sincerely,

   

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

  Presidential Assistant

  Customer Answer

  Date: 11/01/2022

   
  Complaint: 18331374
  
  I am rejecting this response because:

  We have now spoken to your customer care representatives today, who informed us that NOW our furniture is on back order until the end of the month. This is not okay when it was to be delivered days ago and after speaking to customer care on the day (10/29) after you failed to deliver our furniture we learned that RTG left notes that the driver was not able to get through the base gate at 5:45pm which is odd that at 7:45pm they sent a text saying they were here to deliver and ready to set us up. They never showed and strung us along with a new time of 9-11:45pm. I stayed up til 11:45 waiting and nothing. We never received a call from the drivers stating they could not come into the gate or that the delivery would not happen that day. My husband and I called several times throughout the day to ensure that if they had problems we could ****** or do our part, mind you we both took the entire day off from work (costing us money) to ensure we didnt miss this delivery. Now they tell us that the delivery fee will be refunded, thats great, but we cannot cancel our order instead only receive a refund of 80/20 when this was failure on your end and the delivery will be too late as we are PCSing soon and needed it here when said delivery date was scheduled. All I want now is a full refund so that I can take my business elsewhere. Screenshots of delivery updates I received with no intention of it being fulfilled. 
  
  Sincerely,
  
  *************************

  

  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 problems with their delivery.

  Our office will be investigating the issues brought forth further with the corresponding delivery manager.

  Our office was able to schedule the delivery sooner.  The merchandise was delivered on 11/5/22.

  As a good will gesture, we are refunding their delivery fee.  Please allow at least ***** business days for processing and two billing cycles to post on their finance statement.

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

  Sincerely,

   

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

  Presidential Assistant

   

• Initial Complaint

  Date:10/31/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was promised my items will be delivered on or before 10/27/22. Part day f the delivery was a birthday gift. **************** has been beyond unhelpful. I have made arrangements and some of these arrangements cost me money for a delivery that did not happen. Rooms to Go need to make arrangements to deliver my order today and I want all fees waived. The driver was beyond rude and customer service did little to nothing to assist. I also feel the driver do not need to workings with the general public as he made some very awful threats. My order was rescheduled without making me aware then a week out at that. I feel like Im being retaliated against because of the driver unethical behavior. Just **** poor service! I thinks its best I cancel my entire order. To start with this type foolishness is a red flag of whats ahead.

  

  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 problems with delivery.

  Our office will be investigating the matter further with the corresponding delivery company.

  We are aware our customer is currently scheduled to be delivered the table on 11/3/22.  We have reached out to the customer to inquire as to whether

  they would like both orders delivered on 11/28/22.

  Once everything is delivered and our customer is satisfied, we will offer an accommodation.

  We thank our customer for their business.

  Sincerely,

   

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

  Presidential Assistant

  Customer Answer

  Date: 11/14/2022

   
  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.

   

  This issue to complaint #******** has not been resolved
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/27/2022

  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 7/23/2022 from store number 302. My order number was ********. The total price was $3364.59. During the purchase I expressed my concern of stains as the furniture was light in color and I have three kids. The sales man at Rooms To Go assured me many times that the ******* service contract would cover any stains for up to 3 years. After attempting to file a claim for two stains, ******* requested pictures which I promptly provided. I was told they would review the pictures and call back within 3 days. I never received a call back nor did they reach out to clarify where the stain were from. After 2 weeks I called ******* back and was informed that neither of the stains would be covered since they appear to be from highlighter and dirt, which is not covered in the contract. I explained I did not know what kind of writing utensil the stain was from and that the "dirt" stain was actually vomit. My concerns for this issue are as follows:1. Salesman assuring costumers all stains will be covered when its clearly stated in the contract what is and isn't covered. This is false advertisement.2. ******* never calling back to inform me the stains would not be covered. This delayed me hiring another professional to come clean the stains. It has now been over 2 weeks and the stains have further set in resulting in permanent damage.3. ******* assumed from pictures that they could identify where the stains came from. The "support team" with ******* was beyond confident the vomit stain appeared to be dirt and the ink stain appeared to be highlighter. Unless they are here in person to take a sample of the stain how can they prove what it is from?On top of all of this, when the couch was delivered the delivery men damaged the ceiling of my front porch and the wall directly outside the front door when trying to fit the couch into the house. This left streak marks and scrapes, I have yet to be able to clean or repair the damage.

  

  Business Response

  Date: 11/09/2022

  Dear BBB,

  We are in receipt of this claim.

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

  We have received pictures from our customer.  Unfortunately, we still were not able to view the complete view of each of the pieces.

  We have e-mailed our customer in order to send a technician to see what stains and if they can be removed as well as take additional pictures.

  Regarding the alleged in-home damage, we have forwarded the information to our ************************** for further review.  After they research, they will be following up with our customer regarding

  a decision.

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

  Sincerely,

   

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

  Presidential Assistant

   

  Customer Answer

  Date: 11/09/2022

   
  Complaint: 18323382
  
  I am rejecting this response because: I have responded to the email requesting more pictures today as requested. I attached the picture to this response as well. I would not consider the case resolved as I have not yet heard back for scheduling the cleaning or the delivery claims departement.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 11/15/2022

  Dear BBB,

  We did receive pictures from our customer.  Unfortunately, there were still areas of uncertainty.

  We did reach out to our customer and schedule a service technician for 11/19.

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

  Please allow a few days for review.

  Thank you,

   

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

  Presidential Assistant

   

• Initial Complaint

  Date:10/27/2022

  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.

  5/26/22 purchased ******** from rooms to go, *******. it was delivered, we tried it, it was not right for us. we set up a return and picked out a different ******** and set it up for delivery 6/4/22. (delivery of 6/15/22 ) used it for 1 night, then realized it was painful to sleep on, and also realized they sent us the wrong ********. Called the store, inquired about the ******** being the wrong one, they told us they did not have the one we wanted in stock, so they sent a different one. They would not be able to get us want we wanted for a month or so. we set up a complete return to the stop and purchased a ******** else where. they never cancelled the order with synchrony bank their preferred lender. called and spoke to ***** and ****** several times about this. ****** stated she was charging us for a queen ******** protector which was ******. i informed her several times it was returned with her delivery crew and we upgraded at ******** firm to a king **** talked to **** at ********* bank on 7/1/22 t 3:20pm. he was no help, said he needed to hear from RTO (rooms to go) refund ***** called Kenrya 7/26/22 about the issue. told her i got a bill from synchrony bank for ******, why ???? she said they made a mistake, she credited my **** for ****** which i could not confirm on my statement. and that she would take care of the issue. Also on 7/26/22 i called corporate RTG and spoke with ******* about this issue and was told she would get to the bottom of it. I received another bill from synchrony bank for ****** with a payment due date of 9/13/22 for ***** payment. Called again and spoke with ********************(8/26/22) and went through the whole story, emailed him pictures of the ******** and ******** protector both packaged up in my garage before the crew put them on the truck and made a payment to synchrony bank on 9/12/22 for ***** so it would not affect my credit till this got resolved(ck#****) this is still going on to this date. spoke with 2 others from corporate.

  

  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 inconvenience.

  Our office researched this further with our Finance department.  We were made aware a credit of $117.69 was posted on 10/27 and another for $105.93 posted on 11/1.

  Regarding the $39 charges, we were advised by Synchrony that they would be reversing those charges.  Please allow at least two billing cycles to post on their statement.

  We trust the issues are resolved.

  Thank you,

   

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

  Presidential Assistant

   

   

• Initial Complaint

  Date:10/27/2022

  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 ,love seat and a recliner from rooms to go and they had to replace a recliner 3 times. Now on the 3rd recliner the so called "leather" is peeling on the arm. The warrnty was only 12 months but I thought they had better furniture than that. I have an account with them but will be closing it. It was a night mare getting them to replace the other 2 that broke within a few months. They have 60 months no finance charge but their furniture doesn't last long enough tp get it paid for, At least mine hasn't and we are easy on the furniture.

  

  Business Response

  Date: 10/28/2022

  Dear BBB,

  We are in receipt of this claim.

  Our office has reviewed their file.  Since the delivery date in October 2020, there are no issues documented with the recliner.  The 1-year warranty on the recliner has expired.

  In the best interest, please have our customer send us clear pictures of the complete frontal and rear view of the recliner (from top to bottom) in PDF Format.  They did send 1 picture.  Unfortunately,

  we are unable to discern from the one view.

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

  Thank you,

   

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

  Presidential Assistant

  Customer Answer

  Date: 10/31/2022

   
  Complaint: 18318504
  
  I am rejecting this response because: I have tried to send the photos requested and the system keeps saying file size to large . I downsized to 4 pics and it still will not let me send it. Thanks

  I just wanted to find out why the ********************* line of chairs have a peeling arm when they are supposed to be 100% leather every where the body touches the chair per the Rooms To Go decsription when i bought it.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 11/02/2022

  Dear BBB,

  We have received the latest response.

  The recliner is leather where the body touches.  Unfortunately, RTG cannot foresee or foretell how any material or leather product will endure through any environment or time.

  In view of our customer not being able to send picture, we have generated a service so that a technician can take the pictures and provide an evaluation.

  Please have our customer call into our *********** at ************** and schedule the service.

  Once the service takes place, our office will follow-up with a response.  Please allow a few days after the service.

  Thank you,

   

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

  Presidential Assistant

   

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18318504
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Hi I do appreciate RTG,s willingness to help with this but when I called the service number they told me that the recliner had been schelduled for return and she could not make a service call on it . She transferred me to sales and they never responded.  I would still send more photos if RTG would give me another option on how where to send them however the one I sent is the only place on the chair tha is peeling and it is on the left arm.  I would love a differenr recliner but not leather as I would be afraid it would do it again. maybe You could do credit toward another recliner. I do want to thank RTG for responding and I definitly reflect that in my BBB response. I tried calling back but was on hold so long I gave up. I do know they are short staffed and busy as that went on alot when I was going throug the initial problems but RTG always worked it out. Thanks They can call me directly ************.

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 18318504
  
  I am rejecting this response because:

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

  Hi I do appreciate RTG,s willingness to help with this but when I called the service number they told me that the recliner had been scheduled for return and she could not make a service call on it . She transferred me to sales and they never responded.  I would still send more photos if RTG would give me another option on how where to send them however the one I sent is the only place on the chair that is peeling and it is on the left arm.  I would love a different recliner but not leather as I would be afraid it would do it again. maybe You could do credit toward another recliner. I do want to thank RTG for responding and I definitely reflect that in my BBB response. I tried calling back but was on hold so long I gave up. I do know they are short staffed and busy as that went on a lot when I was going through the initial problems but RTG always worked it out. Thanks They can call me directly ************.

  Also see attached pics that have now been uploaded by BBB.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 11/07/2022

  Dear BBB,

  We have received the latest response.

  Our office has reviewed the file.  We don't show an ********************* recliner for the amount of $1,200.

  However, we do show an ********************* recliner for the amount of $775.80 plus tax =$851.44.  We are sending your office a copy of that sales order to show the reflected amount.

  Regarding the delivery fee, as a one-time courtesy, the store has waived the delivery fee on the new selection.

  The reselect offer is contingent on our customer returning the recliner at the same time as the new selection is delivered.  If the price is greater, our customer would be responsible 

  for any difference.

  The reselect offer is valid until November 30, 2022.

  Should our customer have any further inquiries concerning monies on the selection, they would need to be directed to the office staff as they handle all new sales.

  We trust his has been answered.

  Thank you,

   

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

  Presidential Assistant

   

  Customer Answer

  Date: 11/07/2022

   
  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:10/27/2022

  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.

  10/1/2022 ***** ******** WILL NOT RETRUN COMPLETE REFOND .ORDER ON #******** AND *********** *********

  

  Business Response

  Date: 10/28/2022

  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 this further with the store.  Our customer will be refunded the amount of $3,368.36 as that was the amount of the original order.

  Once the merchandise is returned to our warehouse, our ********************* will start the process to refund the monies accordingly.  Please allow at least ***** business days for processing

  and two billing cycles to post on their Finance statement.

  We trust this has been settled.

  Thank you,

   

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

  Presidential Assistant

   

• Initial Complaint

  Date:10/27/2022

  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 date; January 11, 2022 - Delivery Date: February 22,2022 -Cost including Warranty : $4,738.27 Tracking#******** -Store# **** Dispute: Leather peeling of my single recliner and my loveseat notice it Sept, 2022. Due to back surgery I haven't sit in these chairs I'm sitting in a old recliner. Their Resolution: They are not going to fix it . Per Room To Go Representative it is not repairable. They are trying to blame me. My Resolution: I want new chair or $2,500.00 back and refund of all my warranties. I have only had this furniture for 71/2 months. due to CORVID19 I have not has any guest over, I living by myself and no one has sit on this furniture. The ROOMS TO GO STORE is located **************************************************************************************. CORPORATE OFFICE IS IN *****, ** ************** Spoke with Manager *********************************, he was no help.

  

  Business Response

  Date: 10/28/2022

  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 reviewed their file.  The issues were addressed by our *********** and our customer was provided with an exchange or a reselect on the furniture to same value.

  Our customer chose to have an exchange.  Both the recliner and loveseat will be exchanged out on 11/4/22.  Our customer will need to return the defective ones.

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

  Sincerely,

   

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

  Presidential Assistant

  Customer Answer

  Date: 10/31/2022

   
  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. ROOMS TO GO stated several times that they were not going to help me.   Until I contacted BBB and the company that finance the furniture, then Rooms To Go decided to help me.  ROOMS TO GO have a problem honoring their extend warranties and manufacture warranty.  I believe they should have a **** on their company to allow other customers on how they do business.  I only has my furniture for 7 months and then problems.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/26/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went into Rooms to Go located at *************************************************************** on Friday 10-7-22 and spoke to Salesman ***********************. We purchased a ********** Reclining Sofa, a ********** Reclining Console Loveseat and the 3 year extended warranty. We Financed most of it but we were required by the salesman to put down $487.62 (Delivery and Taxes) on a separate credit card. The salesman asked what delivery date we wanted. I told him Monday Oct. 17, 2022. When he gave me my receipt he circled the date 10-17-22. I even had him double check his computer the date he entered was 10-17-22 for our delivery date. I then received a text on Monday 10-10-22 at 12:01pm stating that my RTG Delivery was scheduled for 10-17-22 and to click the link to confirm which I did. I checked the order status on the Rooms to Go website throughout the week and it consistently showed Delivery date of Monday October 17, 2022. On Friday 10-14-22 I received an email stating that your Delivery is almost here. I checked the Rooms to Go website and it showed Scheduled Delivery Date Monday October 17, 2022 with the estimated Delivery Notes and time 11a - 3p. I had all of my old furniture removed on Sunday October 16th in preparation for Monday's Delivery. On Monday 10-17-22 My furniture was not delivered. I called the store and spoke **** (manager). He was no help at all and by 10-18-22 I had not heard anything so I called back and spoke to ******* (another manager). ******* said my delivery was supposed to be Friday 10-21-22. I explained we both had meetings and would not be available at all on Friday. I wanted a refund by this point! I have no furniture!! He promised he would call me on Wed 10-19-22 and more than likely I could get a Saturday Delivery. ******* never called me Wed.. I called him about Wed4:57pm and he said it did not work out. I told him to refund my money. He said he would email me the refund info. as of 10-26-22 I have received no email, no refund, and no furniture. Please Help. Thanks

  

  Business Response

  Date: 10/26/2022

  Dear BBB,

  We are in receipt of this claim.

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

  Our office will be investigating further with the store.

  At this time, we are aware the refund credit was sent back to their card on 10/24/22.   Please allow at least 5-7 business days to post to their bank.  An e-mail was sent to our customer today to let them know.

  We thank our customer for their feedback and consider the matter resolved.

  Sincerely,

   

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

  Presidential Assistant

  Customer Answer

  Date: 10/30/2022

   
  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:10/26/2022

  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 purchased an item online from Rooms to Go on October 7th. I then had to cancel the order as I no longer had enough room in the home for the chair and no longer needed it. I attempted to cancel the item using their email on 10/10, but the email address provided on their website doesn't work. I then called their customer service number on 10/10/2022 and 10/11/2022 to cancel the order. The first person I talked to on 10/10 stated that the order was canceled. When I received a shipping confirmation on 10/11, I called back again to let them know I need the item canceled as I no longer needed it. They let me know the order was canceled and that they would send a confirmation number to confirm the cancelation; they never did. I then called on 10/12 to let them know that they needed to intercept *** and I would not be home to refuse the delivery. On 10/16, I found the item on my front door, and when I spoke to the representative on 10/16, they told me that I could take it in store to return the item. When I attempted to return the item in store on 10/25, they stated that they don't accept online returns. When I called to return the item online, they stated that the return window had already passed. I attempted to cancel and return the item and the store is refusing, even though they created a shipping label for the item after I'd already called to cancel.

  

  Business Response

  Date: 10/27/2022

  Dear BBB,

  We are in receipt of this claim.

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

  In the best interest to resolve, a return has been authorized for a full refund.  Our customer will be contacted about the return.

  Once the merchandise is picked up, the refund will be sent back to their **** card.

  We  consider the matter resolved.

  Thank you,

   

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

  Presidential Assistant

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18312849
  
  I am rejecting this response because:

  The merchandise was delivered to the business, but I have yet to receive a refund.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/17/2022

  Dear BBB,

  We have received the latest response.

  Our customer's merchandise was returned to the warehouse.

  Unfortunately, our customer placed a chargeback on their **** card for the full amount of $234.90.

  Rooms To Go is unable to credit their refund due to chargeback.  We would not be able to release the funds until 105 days have passed.

  Thank you,

   

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

  Presidential Assistant

   

   

  Customer Answer

  Date: 11/26/2022

   
  Complaint: 18312849
  
  I am rejecting this response because:

  Rooms to Go did not offer to accept the request until I made a complaint to my bank as well as the BBB. We will now have to wait to see how my bank processes the chargeback and refund. 
  
  Sincerely,
  
  ***********************