Complaints

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

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• 

  Rooms To Go

  11540 E US Highway 92 Seffner, FL 33584-7346

  
• 

  Rooms To Go

  5170 S Tamiami Trl Sarasota, FL 34231-4258

  
• 

  Rooms To Go

  9500 Scenic Dr Port Richey, FL 34668-4653

  
• 

  Rooms To Go

  1400 44th Ave W Bradenton, FL 34207-1319

  
• 

  Rooms To Go

  25550 US Highway 19 N Clearwater, FL 33763-2166

  

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:10/17/2022

  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 a bedroom suit for my special needs daughter and was advised it is safe and of high quality. After the set arrived, an I-pad was placed in front of me and I was told to sign for receipt. After the delivery folks left, I went into my daughter's room to ensure everything was fine, so she would have her bedroom upon her return. We are in the middle of a divorce and my child has psychotic breaks from severe anxiety. So, I started climbing the stairs and almost fell. I immediately called customer service, who said it would be two weeks before anyone could come. Because of this extreme disappointment, my child had a major psychotic break. I was advised by RTG customer service everything would be fixed.Two weeks later the guy comes to fix the bunk bed and figures out there is a manufacturing issue, as well as a crack in the leg of the desk portion. After this, I simply asked for my money back and was told no money back only merchandise exchange. Why would I want to exchange something from this poor quality store. There is no way the 48hr return rule would have worked because I was told everything could be fixed and it was 2 weeks later.After going through 2-3 more weeks of back and forth with corporate, the decision is I can replace the set. My special needs daughter's safety is at risk. I told RTG to expect to hear from my attorneys.

  

  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 the bunk bed.

  Our office reviewed their file.  We have reached out to the store and authorized a return of the complete bedroom set for a full refund.

  The furniture will be picked up on November 2, 2022.  Once the merchandise is returned, our ********************* will handle the refund.

  Please allow 14- 21 business days to be processed back to their credit card.

  We trust this has been settled.

  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. Thank you to RTG for your compassion and assistance in this matter.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/17/2022

  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.

  Couch is less than 1 year old. ******* feels extremely thin and cheap, my daughters fingernails when going to sit on the couch scratch the leather (accidentally obviously). Leather is peeling in center piece. The one storage compartment completely detached itself with normal use. The interior recliner is extremely loud and has some difficulty opening and closing. The couch is less than a year old and it has held up terribly.We purchased this couch with an extended warranty as well because we had every intention of having this couch for several years. We feel we overpaid and the quality of the couch is terrible and concerning. We have used the cleaner & conditioner provided by rooms to go.We are very disappointed overall in the quality of this couch and would like to return it and select a different couch (hopefully one that is better quality than this one).Rooms to go customer service replied that despite the clear peeling / damage to the couch in the photos, that they are unable to assist or to credit us to select a different couch. Quality not as expected or advertised.

  

  Business Response

  Date: 10/24/2022

  Dear BBB,
  
  We are in receipt of this claim to our office.
  
  In regards to our customers situation, we have reviewed their account, the technicians findings and the pictures taken at time of service and ones the customer provided you in its entirety. It was deemed the issues with the sectional are not vendor related and free from any manufacturers defects. Our office agrees with this assessment
  
  Please understand the 1-year warranty Rooms To Go offers covers manufacturers defects as stated on the terms of sale located on their purchase receipt. They purchased an extended service plan powered by ********.Regrettably, either do not cover consequential damage.
  
  Although we value their business and sympathize with their concerns, we are abiding by the guidelines within our contract.
  
  On behalf of Rooms To Go, we apologize for being unable to pursue any action due to the reasons explained above.
  
  Thank you,
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  Date:10/17/2022

  Type:Product 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 visited the store on October 7th looking for a new sectional. The representative who assisted me was (********* came in with the exact measurements for my living room and knew exactly what I needed for a good fit. We selected a sectional and Kitchen table with a total amount of about $5,000. The furniture did NOT FIT! What we received was a left-handed chase, but we ordered a right-handed chase. We were not able to connect the furniture, or it would completely close off the living room, and unless you jump the coach could not sit. I contacted the store who informed me that there was NO REFUNDS, and I could only make an exchange although I didn't receive what I asked for. At that time the color I selected was not available until December 19th I visited the grapevine location to see if I could find a different sectional but since I was looking for an exchange and the reps wouldn't receive a commission on a new purchase nobody assisted me, and I ended up leaving without being attended too. Today I spoke with ***** and ask for my delivery fee to be refunded for the inconvenience, she had to speak with her manager who wanted to speak with (***) before promising a refund. Next thing I know *** the original rep called me to apologize and offer me a $100 store credit. Long story ******************'t make your purchase with ROOM TO GO!!! Nothing in their store cost $100 and again that is a decision in the best interest of the company for me to purchase again. I will NEVER again give my hard-earned money to a company that does not value its customers or attempts to do the RIGHT THING. And If I complained about a rep, do you really think I want him to call me back or place a new order? UGH I couldn't be more frustrated with this Company, and I recommend you look else at other companies for your new furniture. My customer experience so far has been horrible and I don't want anyone else to go through this. STAY AWAY

  

  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 for any issues with the sectional.

  We have reviewed their file.  We show 2 pieces were exchanged out so that the sectional would fit better for customer.  These were delivered on 10/19.

  Our customer stated everything went fine.  Our customer was also provided with the $100 accommodation.  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

  Customer Answer

  Date: 10/25/2022

   
  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:10/14/2022

  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.

  On December 29 2021, i purchased a reclining sofa and coffee table from Rooms to Go in **********, *****. The left ******************* was detached back in August and i called the store for a repair / new sofa since it is still under manufacturers warranty. It tooks 6 weeks to send an employee to fix my sofa. He arrived on 10-01-2022 and took a photo and said the sofa was not repairable. He also said Rooms to Go would contact me regarding replacing me with new sofa. I have called numerous times and was told that my sofa would be picked up and repaired in the warehouse.. I spoke AM JB on 10-13-2022. He said Rooms to GO does not repair sofas in the warehouse. He sent an email to Corporate offices in *******. I have called the ******* CorporTE OFFICES FOR THE LAST WEEK EVERYDAY AND THEY DO N OT ANSWER PHONE PHONE CALLS. This is the worst customer service for ******************** and will never purchase anything else from them again. If i do not hear back soon i will be filing a small claims court petition against ( President/CEO **************************** Thank you.

  

  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 for any issues with their sofa.

  Our office has reviewed the file.  We are aware the store has authorized a reselect towards another sofa of equal value.  If the price is greater,

  our customer would be responsible for any difference and any delivery fee.  This offer is contingent on the current sofa being returned at the same time as the new

  selection is delivered.  Please have our customer visit the office staff at their originating store and they will assist in finalizing.

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

  Sincerely,

   

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

  Presidential Assistant

• Initial Complaint

  Date:10/14/2022

  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.

  Discontinued product color only. They refuse to replace broken sectional that was fully insured. Because they discontinued the particular color of the sectional was a loop hole to not replace product. I told them I will settle for a different color they refused of course because they have raise the price by 400 hundred dollars. They are willing to give me in store credit the price I paid in 2020 which is 400 hundred dollars short of the different colored sectional. I paid for insurance and feel they could do more to help me. It took 2 calls to even get a supervisor. Their customer service team are very rude and disrespectful. Its very unfair and strategic to force the customer to spend more money for something that was already paid for and insured. Its not my fault they discontinued the color after 2 short years of my purchase. My insurance coverage covered me for 3 years. So Im stuck holding the ball please help me. Below is the wine version of the same product I purchase in grey.

  

  Business Response

  Date: 10/21/2022

  Dear BBB,
  
  We are in receipt of our customers claim.
  
  Rooms To Go offers a 1-year warranty for manufacturers defects and workmanship as stated on the Terms and Conditions of Sale located on their purchase receipt. This warranty expired as of 1.6.22. They purchased an extended service plan powered by Fortegra.
  
  We have reviewed the account in its entirety. The customer was authorized a reselection under the guidelines of the extended service plan. Reselection is for equal value paid at the point of sale. Our records reflect they were given 100% value towards the new order. Like most retailers, prices do go up from year to year due to many factors in manufacturing of product.
  
  Our records reflect the customer has reselected the ******************** they wish to have and has paid the difference in price. The swap is scheduled for 10.26.22.
  
  Although we understand their concerns, we apologize we would be unable to cover the difference in price of the new merchandise.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant
  

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18224476
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 10/24/2022

   
  Complaint: 18224476
  
  I am rejecting this response because:
  

  To add to the Rooms to go comment. I purchased a 3 year extended warranty and when it was time to redeem they discontinued the color of my furniture. They could of easily in good faith gave me the other color which they have in stock. I paid the difference because I needed an function sectional and will lose my insurance credit which was 400 dollars short of the price for the different color sectional. 
  
  They will say the insurance company is an outside entity however thats the one there company sales on there store. All I wanted was an even swap since they discontinued my color. This is an attempt to get the customer to pay more money after being guaranteed they will give me a new sectional free of charge. Its not my fault the color was discontinued also not my fault because they refuse to fix. As part of the insurance agreement I was forced to repurchase the insurance on the new section that I now ole money for because I had to put it on Rooms to go credit

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

  

  Business Response

  Date: 10/31/2022

  Dear BBB,
  
  Our office understands our customers views. However, we believe we have outlined our position in our previous response. We regret it remains unchanged.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 10/31/2022

   
  Complaint: 18224476
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/14/2022

  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 called corporate because I needed more slat boards for my queen *** I purchased a few years ago from rooms to go.Rep sent me an order form for the parts and said I would receive the product in a few days. I mailed in the check and parts form on 8/25/22 A week passed so I called and was told I can take up to 90 days to find out if the part is available or not and then it is sent. I called back a week later and was told I never should have been given that part order form since my *** was more than 3yrs old and they would issue a refund check (because they cashed my check right away WITHOUT EVEN KNOWING IF THEY COULD FULFILL THE ******* They said I would receive the check in the mail between **** biz days. It has been 26 biz days and every time to call the reps tell me they are looking into it and waiting to hear back from the parts department for an update on the refund. Unacceptable. I am so tired of dealing with rooms to go and I will never order another thing from this company.

  

  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 for any inconvenience or misinformation.

  We have reached out to our Accounting Manager and they receive another request for the part order refund.

  Our customer should be receiving their check sometime next week.

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

  Sincerely,

   

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

  Presidential Assistant

• Initial Complaint

  Date:10/14/2022

  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.

  I purchased a king size platform bed for moves ago eight days ago upon delivery a very important piece was missing I was told I will get the correct piece in 3 to 5 business days I have yet to receive it my bed is now starting to sink in the middle I also purchased a brand new mattress that is being destroyed I ask for compensation with a ************ for support to no avail as a reputable business I feel they have not gone above and beyond to Compensate us in this matter we are unable to enjoy our bed they have offered to refund the delivery which is $89 and because the mattress and the wooden planks are being destroyed I dont feel that is enough and that they can do more

  

  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 issues with their bed.

  Our office has reviewed their file.  We are aware a refund of their delivery fee was processed and turned into a merchandise certificate to use on their bunkie board.

  The missing center support has been sent.  The bunkie boards will be delivered on 10/25/22 to finalize the claim.

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

  Sincerely,

   

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

  Presidential Assistant

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18221035
  
  I am rejecting this response because:

   

  As per response to rooms to go they are correct in all they stated except that the beam they claim to have sent was in fact the slabs that we already had so in reality they shipped us the same exact piece NOT THE BEAM.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 10/25/2022

  Dear BBB,

  We have received the latest response.

  Our customer will be delivered the bunkie boards today.

  We trust this matter will be resolved.

  Thank you,

   

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

  Presidential Assistant

• Initial Complaint

  Date:10/14/2022

  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.

  I open my front door to damage goods and I emailed them immediately no response they need to make this right this is unacceptable come pick this up

  

  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 problems with their armoire.

  Our office has reviewed their file.

  We are aware the defective armoire was picked up yesterday for a refund.

  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:10/14/2022

  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 this living room set on 9/14/2022. It was delivered on 9/21/22. I went into the hospital to give birth on 9/25/22, came home 10/02/22. This sofa has dips in it. Some spots are lower then the other, others are harder than others. The quality on this sofa isn't good and isn't going to last long as I need it to. This sofa is so uncomfortable. I paid $1530.08 for something I'm not comfortable with. Very poor quality. I would like for rooms to go tocome pick this sofa up and give me a credit for that amount to purchase a better quality sofa, if not give me a refund to purchase elsewhere.

  

  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 for any dissatisfaction with the furniture.

  Our office reviewed their file.  As a one-time courtesy, we have authorized our customer for a reselect towards another set of equal value.

  If the price is greater, they would be responsible for any difference.  This offer is contingent on the being returned at the same time as the new selection is delivered.

  Please have them visit the office staff to assist them in finalizing this transaction.

  The reselect offer is valid until November 30, 2022.

  We trust this has been resolved.

  Thank you,

   

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

  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. I will be going into a showroom to select another living room set. Thanks 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/14/2022

  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 had a defective ********, they came out and said it was defective and would give me a credit. The ******** I had is no longer available. The credit to hey said would be 414 minus 99 to pick it up. I have contacted them and they say they will not give a credit. That I'm supposed to find a king ******** for ****** which is impossible. I spoke to a manager who also was rude and refused to help. I'm now out the ********************************************************************** my credit.

  

  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 issues with their King *********************** Rooms To Go "Terms and Conditions Contract" that our customer signed, the product (mattress) as in this case must be returned for an exchange towards another mattress or another selection of equal value.

  Unfortunately, it is also stated in our "Terms and Conditions Contract", mattresses and or foundations are subject to a pick up to cover return expenses.  These were explained to our customer when she spoke with our 

  Care Center.  They also advised that they could not dispose of the mattress as it was needed for the new selection.  The pick up fee for the mattress is $99.

  Our customer cannot be provided with a credit if they do not have the mattress.  If this is the case, the reselection would be voided.

  We trust this has been answered.

  Thank you,

   

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

  Presidential Assistant