Complaints
This profile includes complaints for Rooms To Go's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,670 total complaints in the last 3 years.
- 426 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/20/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought furniture for my new house for over $15,000 from Rooms To Go order # ********. At time of purchase, the sales rep advised us to accept any items that were delivered damaged or unsatisfactory and call ************* afterwards to replace. Upon initial delivery, 90% of the order was damaged. Over the last year, we had 4 attempts to replace all damaged items and 2 service technicians attempting to salvage my damaged furniture. Every attempt was worse than the one before. The last attempt, we were told that a warehouse manager will inspect before shipping which didnt happen. Even service tech said that he could spend 2 days working on our bedroom set and it still wouldnt be fixed. I still have a full bedroom set and dining room set that are damaged.Today I once again called RTG to reach a solution, customer care rep had advised that I am approaching my 1-year **** for my replacement warranty even though I have bought a 3-year extended warranty for my furniture, and Ive been trying to get replacements since the initial delivery.RTG has failed to deliver my furniture and any replacements in acceptable condition time and time again. They have caused me time off work to meet their failed delivery and service attempts, besides the great headache and stress trying to compromise on a solution. The last offer I got is to keep my current furniture as is and receive $550 back. $550 is unacceptable. It doesnt even start to cover the inconvenience they have cost over the last year and compensation for the damaged furniture that I am stuck to live with.Pictures of damage on current furniture and the damaged replacement attempts are available upon request.
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 the problems with the furniture.
Our office has reviewed their file. We became aware that our customer spoke with one of the Floor Supervisors and they came to an agreement
on a discount settlement to keep the furniture "AS IS". Our customer will also be refunded their delivery fee.
We thank our customer for their business and consider this claim resolved unless otherwise stated.
Sincerely,
******************
Presidential Assistant
Initial Complaint
Date:10/19/2022
Type: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.
Order date: 09/16/2021 Sales total: $1540.01 Im looking for some information on the bed that I purchased about a year ago and suddenly I checked the receipt and noticed that I was charged for 2 lamps $299.98 that I didnt not purchase.But then I called customer service they couldnt help me because its been too long no matter how long it was cant they check inventory they were saying that I picked up the lamp when I know I didnt even buy one until I just saw the receipt in my email. I need them to find a way any way to help me get my money back no matter how long it has been.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 to our customer for any misunderstanding experienced.
With respect to their situation, we have reviewed the account in its entirety. Our records reflect the customer purchased a bedroom set including 2 lamps from the showroom store as a final sale as-is purchase shown on their purchase invoice on 9.16.21. We show the furniture was taken from the store by a 3rd party delivery service the customer contracted.
Unfortunately, given that it has been past 1-year since the furniture was acquired, we have no evidence to support the allegations being brought forth; however, the store advised they reached out to the customer directly and has resolved the issue with the customer.
Thank you,
********************
Presidential AssistantCustomer 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.
The store manager did get in touch with me and find a solution for me I really appreciate his help.
Sincerely,
***************************Initial Complaint
Date:10/19/2022
Type: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 a recliner on 9/21 today i noticed that the item dropped prices the price I paid was $1599 per item (2 peices ) today the item is $1388, I called the store they mentioned I would get a refund on my card how long will this take ?Order ********Business Response
Date: 10/20/2022
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 the file. We are aware the store has created the request for the price difference.
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 answered.
Sincerely,
******************
Presidential Assistant
Initial Complaint
Date:10/19/2022
Type: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 had a delivery scheduled for October 18, 2022 for a sectional sofa. The first time frame they gave was 8am to 12pm. Then they changed that to 12pm to 4pm. During that time window they pushed back our time over and over, last time was 3 to 3:30pm. Then finally they called around 1:30 saying the truck broke down. They were on stop number 6 and we were stop 12 so its obvious they werent going to make it to us. They use independent contractors for deliverys and just werent gonna make it so they made up a story about the truck breaking down. They then rescheduled us for Saturday October 22, 2022. Today is Tuesday and I am too old be sitting on the floor yet here I am as Im writing thissitting on the floor as I will be doing for the next almost four days. I called the corporate office and spoke with a supervisor named ******* who said they only thing I could do was to drive over 80 miles and to another state to pick up the couch myself. I paid ****** and delivery and set up for October 18th. ******* also hung up on me when I asked over 3 times to be transferred to her manager.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 problems with their delivery and personnel.
Our office will be investigating and reviewing further with the immediate Supervisors.
We have communicated with our customer and the ******************** delivery was finalized.
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 statement.
We thank our customer for their business and trust this has been resolved.
Sincerely,
******************
Presidential Assistant
Customer Answer
Date: 10/27/2022
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:10/19/2022
Type: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 made the online order for the sofa bed with Rooms to Go in November 2021, they only had availability for delivery in February. It got delivered and everything looked good, but I never used the bed system to sleep in, when my parents came to visit in July they were going to sleep in the sofa bed, the support for the head of the sofa bed completely gave in, it won't keep the support straight, making impossible to use it, I looked for a part that have fallen or was broken, but didn't find anything. I called in, Rooms to Go scheduled a technician to visit, who came in, check and said that a lot of products were having the same is***. Order a new piece to be replaced in the sofa bed. It took over three months for the replacement to be delivered. When it got delivered, they just left a 2x3ft moving box in the middle of my living room, because there are two different teams, technicians and delivery. Of course this is not the fault of the delivery team but rooms to go service, it's absurd that they require me to hold the piece for them while they can't bring a technicians. When the technician came, he couldn't fix the sofa bed because the piece was incorrect and wouldn't fit correctly with my model. I complained with rooms to go that said they would bring a new one and replace the old one. They got here and the sofa they brought to exchange was broken, of course I didn't accept the exchange. It's been 4 months since the first support and almost a year since I ordered the sofa. I'm exhausted trying to let Rooms to Go fix my is***, called in today saying that I want a refund and the sofa out my apartment. They told me that they can not help me since it was an online order. Now I have a broken sofa for over months in my living room and I can't receive any visits because of it. It's absurd the lack of professionalism of the company and I'll never shop anything with them again. Now the ************ that I have is hope that they will fix (doubt it) it and *** them.Business Response
Date: 10/25/2022
Dear BBB,
We are in receipt of this claim.
On behalf of Rooms To Go, please express our apologies for any problems with their sleeper.
Our office has reviewed their file.
In an effort to resolve, we will offer the following option.
Our customer is authorized to reselect to another sleeper or another sofa of equal value or a mattress set with frame of equal value. If the price is greater, our customer would be responsible for any difference.
This offer is contingent on customer returning the present sleeper and pillow at the same time the new selection is delivered. Please make sure they do not dispose of the furniture.
We thank our customer for their business and trust this has been answered.
Sincerely,
******************
Presidential Assistant
Customer Answer
Date: 11/02/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is kind of satisfactory to me.I checked their website and there no other sleeper that I like or would consider changing it to.
I expect to receive a new one fully functioning at delivery or if they do not deliver a fully functional one of the same type I expect them to collect the sleeper that I current have in my apartment and for them to return my money fully.
If that does not happen then I would be forced to the next contact that will be made it will be from my lawyer.
Sincerely,
*************************Customer Answer
Date: 11/02/2022
Complaint: 18241692
I am rejecting this response because:I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is kind of satisfactory to me.
I checked their website and there no other sleeper that I like or would consider changing it to.
I expect to receive a new one fully functioning at delivery or if they do not deliver a fully functional one of the same type I expect them to collect the sleeper that I current have in my apartment and for them to return my money fully.
If that does not happen then I would be forced to the next contact that will be made it will be from my lawyer.
Sincerely,
*************************Business Response
Date: 11/03/2022
Dear BBB,
We have received the latest response.
In an effort to resolve, we will provide one more exchange on the chaise. We were able to schedule for next available Saturday, 11/12.
If the date does not work for our customer, they are welcome to reschedule through our *********** at ************** or Rooms To Go On-Line website.
If the exchange is not successful, as last recourse, we will authorize the store to generate a return for a full refund.
Thank you,
******************
Presidential Assistant
Customer Answer
Date: 11/03/2022
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:10/19/2022
Type: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.
transaction was made on October 1 2022 for a *************************** XL ***** sectional. I had it delivered on October 3, 2022 and noticed immediately that the sofa portion was sinking in and note as firm as the chase. The chase sectional had some hard round ball under the fabric on the cushion you would sit on, what it was I'm not sure.I called them on October 4, 2022 to open an exchange for their defective product and they said they would need to have a tech come out and look at it first. The tech arrived a week later and determined the sectional was not manufactured properly. I've now waited a week and have received no information on if my sectional will be replaced or when. I talked to the manager at the North ******** store in ** when I purchased the sectional and was told they will fix it when they fix it and there was nothing he could do. I repeatedly told them to either send me a new sectional or give me my money back. I was flat out told they wouldn't give me my money and an exchange is only possible but no answer on when I would have it replaced. I would like an immediate replacement so I'm done doing business with them or a refund so I can take my business elsewhere.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 issues with their sofa.
It is Rooms To Go protocol to send out service first before any other type of action.
We have reviewed our customer's file. We find the service evaluation determined an exchange was needed.
The sofa will be exchanged out on 11/1.
We thank our customer for their business and trust this is being resolved.
Sincerely,
******************
Presidential Assistant
Initial Complaint
Date:10/18/2022
Type: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 King ******* set in July. Yesterday, the railing on the bed completely broke off from the headboard. Upon further inspection, the other 3 corners of the bed had cracks in the wood. Two of the three slats that hold the bunkie boards also cracked in half and broke in half. I went ahead and filed a claim for replacement parts since the furniture is only 3 months old and still under warranty. However, I'm a bit concerned that the material appears to be incredibly weak and terrible quality. I am a single woman who sleeps alone, how could a wood bed completely fall apart like this in such a short amount of time? I'm not so sure I want a replacement for this reason.Business Response
Date: 10/21/2022
Dear BBB,
We are in receipt of this claim.
On behalf of Rooms To Go, please express our apologies to our customer for any inconvenience they may have experienced.
With respect to their situation, we have been made aware that a service is scheduled to evaluate the bed set in the home regarding the customers concerns. Given the length of time the furniture has been in the home, our office will need to see the furniture in the home before any course of action may be rendered. It is scheduled for 10.28.22.
Thank you for your time.
Sincerely,
********************
Presidential AssistantInitial Complaint
Date:10/18/2022
Type: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 sectional from RTG paid in full with extended warranty in June of 2021 since then I've now had 3 calls for repair on the unit before the 1 yr **** and now a 4th after 15 months. After the 3rd time I was offered what they call a swap but at the time there was nothing comparable to my sectional. Now that the 4th issue has come about they will no longer offer me a swap. I now need to wait another 2 weeks for their tech to come out and try to fix the issue when I called them from the store earlier today and was told I had to go through more headache to get my unit swapped. This is definitely bad customer service as they can clearly see there is a history on this unit and are just pushing me to the warranty company to resolve an issue that will continue to happen due to their horrible inventory. Also due to inflation if I do go for a unit comparable to mine I'll have to shell out about $1000 extra, so I can keep the crappy unit or shell out extra money to get the piece of mind I should have gotten in the first place.Business Response
Date: 10/25/2022
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. Unfortunately, some of the pieces in the sectional are discontinued.
In view of this factor, we reached out to our customer to discuss the option of reselect towards another sectional of same value. If the price is greater, they would be responsible
for any difference. This offer is contingent on customer returning their present sectional at the same time RTG delivers the new selection. We have sent our customer an e-mail confirming this
as well. Our customer would need to visit the office staff to finalize this new selection.
We thank our customer for their business and trust this is resolved.
Sincerely,
******************
Presidential Assistant
Customer Answer
Date: 10/26/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to me.
Sincerely,
*******************************Initial Complaint
Date:10/17/2022
Type: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 April 2022, I ordered furniture. Rooms to go delivered broken furniture. They attempted a replacement, but they brought me old dirty dingy furniture. ********************************************************************* has refused service and now I'm stuck with the original broken furniture almost a year later.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 problems with their furniture.
Our office has reached out to our customer.
In the best interest to resolve, we have authorized a reselect on their living room set towards another of same value.
If the price is greater, they would be responsible for any difference. This offer is contingent on customer returning their current set at the same time
RTG delivers the new selection.
The reselect offer is valid until November 30, 2022.
We thank our customer for their business and trust this has been resolved.
Sincerely,
******************
Presidential Assisstant
Initial Complaint
Date:10/17/2022
Type: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 7/12/2022, i purchased two chairs with ottomans for a total of $395.98, with tax it was 425.68.order number was 28401845I (don't know if the last character is lower case L, or capital I).The two chairs arrived, and I assembled them. After assembly, one chair's chair back was extremely slanted to one side. The other chair wobbled when you sat in it. I called customer service and they sent a guy to repair the slanted chair. He said he could not fix it, and that customer service would call me. He did seem to fix the wobbling on the second chair. I called customer service since they never contacted me after the service call.I asked for a refund, they said online orders were not refundable, but they would replace the chair.Ok I said and waited for the replacement. The replacement chair arrived with two techs and was already assembled and looked fine. The problem now with both chairs is this: you CANNOT sit in either one of them more than twice without having to tighten each and every single bolt. This is ridiculous. It is a safety hazard. I should not have to maintain these chairs by tightening all the bolts after usage. This is a product defect inherent in the manufacture. I would like to return these two chairs for a full refund. I am a long time Rooms To Go customer and am extremely displeased with the quality of these products.Business Response
Date: 10/24/2022
Dear BBB,
We are in receipt of this claim.
On behalf of Rooms To Go, please express our apologies to our customer for any inconvenience they may have experienced.
With respect to their situation, we have reviewed the account in its entirety. Records reflect the exchange for the chair was completed on 9.01.22. We regret we show no further reports of any further issues with either chair set in the home since that time period.
Please have them send you clear and complete pictures of the chairs. We will need front, back and lateral views not just close *** as well as photos of the hardware issue they are referring to. Our office would be happy to review the matter further.
Thank you for your time.
Sincerely,
********************
Presidential Assistant
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