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

  
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  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:10/13/2022

  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.

  We purchased the *** Sofa and 48' Desk w/chair on Sep 27th, with a delivery date of October 6th(Thursday),The furniture and desk arrived, when the installer opened the big box to assemble the desk, he show me that the desk is damaged and that it will need to be replaced. But they have to leave the damaged desk and chair. Before leaving they tell me that a Rooms to go advisor calls all customers after each delivery and I will be able to discuss when the replacement will be delivered. I get a call from an Advisor to who I explained that the desk is damaged, and when can I expect a replacement desk. She stated, the earliest will be December 6th, I declined, and ask that in that case please just pick this up and update my account, because I'm not waiting that long. She states, that someone from the local Store will call me, and discuss my options. After 3 different managers, **, and the head manager had someone else call me, she quit taking my calls. We agreed on a new desk and chair in a gray color and it will be delivered Oct 11th(Tues). Tues, Oct 11th, at 7 am, the 2 Deliver guys meet me downstairs and show me the desk in the box was broken. It was worst than the one I have upstairs. So the delivery guy says, he can take it up to my apartment, and someone will call me for a replacement. I stated, no he's not I have one now that's sitting in the middle of my floor, that I would like removed. And I asked him to take the one I have upstairs with them, but they declined, stating they were only authorized to drop it off. Before leaving he said that a Rooms to go advisor will give me a call when they leave. 7 am, now it's 4 pm, and no call from Rooms to go, so I call and the Advisor says she see that I did not get a callback, but will assist me. Rooms to go is less than 5 miles from my apartment. The Sales person stated that it will take 48 hours before they can give me a callback to discuss a window IF they will pick this box and chair up. Imagine a huge box and chair..

  

  Business Response

  Date: 10/18/2022

  Dear BBB,

  We are in receipt of this claim.

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

  Our office will be investigating further with our Quality Manager.

  At this time, our customer was authorized for a return of the desk for a full refund.  The desk set will be picked up today.

  We thank our customer for their business and consider this resolved.

  Sincerely,

   

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

  Presidential Assistant

• Initial Complaint

  Date:10/12/2022

  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 purchased a 47 Credenza at the amount of $107.99 on 08/19/22 I arranged to pick the furniture up with my sales person ********************* on 08/22/22 when I arrived to Rooms to go pick up area outside, I checked in by giving the pick up clerk my ID to scan along with my receipt, I was then instructed to wait for my name to be called and my furniture would be out shortly. After waiting and not hearing my name called I walked back to the clerk's window to inquire about my furniture. She then told me they were having trouble locating my furniture and theirs a possibility it might have been loaded into the wrong costumer's car or resold. After hearing this I asked to speak to the store manager. *********************** bye store manager offered a refund because my furniture was missing, but I have yet to receive it I called back they told me they were having issues processing my refund. I paid with my **** Debit card there shouldn't be any issues processing my refund.Please assist.I also reached out to my bank they said theirs no trace of a refund attempt from the Rooms To Go outlet.- Location ***************************************************************

  

  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.

  Our office has reviewed our customer's file.  ********************** has accepted a chargeback our customer placed.

  Therefore, they will be receiving a credit from their Credit Card company.

  We trust this has been resolved.

  Thank you,

   

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

  Presidential Assistant

  Customer Answer

  Date: 10/21/2022

   
  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:10/12/2022

  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 the ***** Sandstone Loveseat and matching ottoman on August 23, 2022, with delivery on August 31, 2022. The loveseat arrived as two inches shorter than the measurements provided and viewed at the ****** location. I contacted customer service in September, who offered to send a technician on Oct 4, 2022. He measured the loveseat and took pictures, agreeing it was two inches shorter, the fixed pillows were not completely filled, and the moveable pillows are still dented by the furniture tie-downs. And I will mention the smell of the delivery team's sweat remains on the loveseat. While I didn't hear from anyone, I called customer service today, only to be told, I could have a repurchase but only for the loveseat, not the ottoman. The ottoman was purchased because of the loveseat; now that the loveseat is defective, I am stuck with the ottoman. You have to understand I am skeptical since I was told it was discontinued when I checked on this product in early September. The reps told me RTG changed vendors, so the ***** Sandstone loveseat is back for sale; however, now it is called ******************* Loveseat. To add to my skepticism, the bottom of the ottoman reads Ottoman Tide Mocha; why are there so many different names for one piece of furniture?

  

  Business Response

  Date: 10/17/2022

  Dear BBB,

  We are in receipt of this claim.

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

  We have reviewed their file.  We are aware the store authorized a reselect on the loveseat towards equal value.  We have reached out to the store to also include the ottoman.

  Please have them visit the office staff to move forward with the reselection offer as they would handle the sale and any monies involved.  If the price were greater, they would be responsible for the difference.

  The reselect offer is valid until November 17, 2022 and is also contingent on both their current loveseat and ottoman being returned at the same time RTG delivers the new selection.

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

  Sincerely,

   

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

  Presidential Assistant

   

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 18200417
  
  I am rejecting this response because: I am rejecting in part. My question regarding the billing promotion was not answered. Am I still eligible for the same promotion: 24 months with no interest if equal payments are made. I'ts important since I've made to payments as agreed, most recent was on Monday Oct 17.  Please advise if I am eligle for the same promotion which I beleive was 24 months with no interest if equal payments were made. 
  

  Addiontinally which store has the details? Is it ****** **?

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

  

  Business Response

  Date: 10/28/2022

  Dear BBB,

  We are in receipt of this latest response.

  Rooms To Go would not alter a promotion if it's not being provided at the time.

  However, at this time, the 24 month Promotion is still running.  Therefore, our customer would be able to take advantage of that.

  Should they have any additional questions, they are welcome to contact our On-Line Team as this was an On-Line purchase and they would need to write the order and return.

  We trust this has been answered.

  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 prior to actually delivery and acceptace of furniture. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/12/2022

  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.

  purchased a couch from rooms to go and when it was delivered it came with stains on it and it looked distorted in the cushioning. I showed in all to the driver and told him it needed to be replaced. I received a call after he had left and also told the individual it had to be replaced. Was told it would be scheduled. Well after about 6 weeks not hearing anything from anyone I called to see when the replacement was coming. I spoke with a women on the phone and asked her where the replacement was. She told me that it could no longer be replaced. She also told me that a replacement was attempted on July 30, 2022. NO ONE HAD CALLED ME AT ANYTIME TO REPLACE couch. Well I went back and looked at the order and low and behold the July 30,2022 date was the original delivery date and NOT the replacement attempt. she outright lied. back in August i wrote a letter to ***************************, President and Chief Operating Officer advising of the same thing and did not receive any response. as you can see by the picture the close corner dips bad there is a stain below and the far side of the couch is high.

  

  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 issues with the furniture and lack of follow-up.

  Our office will be researching and addressing further to prevent similar incident.

  We have generated an exchange on both pieces and have reached out to our customer to schedule them.

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

  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 satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/12/2022

  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 purchased a recliner that they said was leather the chair started to peel 6 months later contacted the store to make arrangements for a reselect after the chair was picked up, the problem is they do not have any chair that is not this man-made leather that I refuse to buy but, they do have another recliner on their website but the store will not let me use the store credit on the line, so that gives me no other option because I refuse to add more money for an inferior product with room to go. They need to refund my money or order the recliner.

  

  Business Response

  Date: 10/18/2022

  Dear BBB,

  We are in receipt of this claim.

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

  In general, after a reselect has been offered and merchandise has been picked up, the monies are held as merchandise certificate until the customer reselects.

  In view of our customer refusing to reselect, we have reached out to the store to refund their monies back to their Master Card.  This was done today.

  We consider the claim resolved.

  Thank you,

   

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

  Presidential Assistant

   

• Initial Complaint

  Date:10/11/2022

  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.

  We purchase a table and server from Rooms To go in ******** **, in September 2021. we received it October 2022. the Server had defects and they try to replace it a few times and the replacement was worse than what we had before. so we kept it. Around March or April we notice a crack in our table that no one sits at, I call RTG they sent a guy out and he explained the texture of the table and that we need a replacement said they would call us. They came out to deliver table the 2nd table, around about Aug. I was working, we stop to look the table over and at that time we(my husband ******) realized the guys couldn't speak no ENGLISH. they gave their phone and we had to translate English to Spanish, the man said he would have another table sent out due to the cracks the Big indention in the table, he said no worries they would handle it. Well I never got a call and about 3 days, I called and they said ma'am driver said all was good and we can't do anything for you. I demanded to speak with a manager then a *** ************************************ guy got on the phone and said send me pics, I did, NEVER heard from him. They sent another HISPANIC man to look the table over. The man said someone will contact you in 2 days or so!!! that was a lie! no one NEVER called us. I had to call about 2-3 times and the this *************************************** said the MAN CAME OUT AND SAID TABLE WAS FINE AND HE DID TOUCH UP PAINT. I said y'all are all LYING! the table is a distressed table, why would anyone want to touch up paint to it. I sent this lady pics and till this day I haven't heard from her. She made a comment about its been almost a year, HECK we had to wait on table due to this COVID in All. RTG IS NOT RIGHT!! THEY SEND PEOPLE CAN'T SPEAK ENGLISH, NO ONE CALL TO CHECK TO SEE WHERE WE SATISIFIED OR ANYTHING. THEY FEEL THIS IS NORMAL AND ITS NOT. OUR PLATESMAT SNAG AND WE HAVE CUTS IN THE ****** WE NEED OUR TABLE TO BE REPLACED.

  

  Business Response

  Date: 10/18/2022

  Dear BBB,

  We are in receipt of this claim.

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

  Rooms To Go is a multicultural company and employs personnel from all ethnic backgrounds.  The technician's job function is to try to repair and/or provide an evaluation.  They are not authorized to render decisions on the furniture.

  We will be investigating the allegations presented on the technician.

  Please have our customer send clear, complete surface pictures of the dining table.  Please have them send in PDF Format so that they can be viewed.  Please make sure pictures not taken too close as the image will be distorted.

  They may send the pictures to your office.

  We thank our customer for their business and their time.

  Sincerely,

   

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

  Presidential Assistant

   

  Customer Answer

  Date: 11/04/2022

   
  Complaint: 18195908
  
  I am rejecting this response because:

  Attached you will find pics of the table that need to be replaced.  Im not an expert photographer, but RTG should try to make it right with their customers. There is cuts thru out the table in the middle of the table there is a big round indentation in the wood of the table.  My finger nails go in the cracks and the cuts in the wood.
  
  Sincerely,
  
  **********************************

  

  Business Response

  Date: 11/10/2022

  Dear BBB,

  We have received the latest response.

  We reviewed our customer's pictures.  We have generated an exchange on the table to resolve the situation.

  We are sending out (2) in original factory packaging so that she can pick the best 1.  We have reached out to our customer to make them aware.

  We trust this is being handled.

  Thank you,

   

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

  Presidential Assistant

   

   

  Customer Answer

  Date: 11/10/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **********************************

• Initial Complaint

  Date:10/10/2022

  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 bought a sofa from Rooms to Go and it was delivered to me today. After delivery, I inspected the sofa and immediately noticed a hole in the upholstery of the sofa. The hole is roughly the diameter of a pen. I called rooms to go customer service as well as the direct store and both denied to refund me my money. I was only given the option to exchange the product or get in store credit towards another item. Rooms 2 Go had an opportunity to deliver me a quality piece of furniture and they did not. It should be up to me as to whether or not I continue to do business with them. Seeing as Ive chosen not to, I dont want to be forced to buy/keep another product from them.

  

  Business Response

  Date: 10/17/2022

  Dear BBB,

  We are in receipt of this claim.

  On behalf of Rooms To Go, please express our apologies for any dissatisfaction with our product.

  Our office has reviewed the file.  We are aware the sofa was picked up on 10/14 for a refund.

  We trust our customer will use us again in the future and consider claim resolved.

  Thank you,

   

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

  Presidential Assistant

  Customer Answer

  Date: 10/18/2022

   
  Complaint: 18187546
  
  I am rejecting this response because:

  No Refund has been received as of this response. Once a full refund in the amount of $925.21 is received, I will consider this claim resolved. The $925.21 is the full amount that I paid to Rooms To Go. Please note, I WILL NOT be held liable for any restocking fee given the circumstances.

   

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

  

  Business Response

  Date: 10/31/2022

  Dear BBB,

  We are in receipt of the latest response.

  The remainder of the $185.04 is being refunded back to their **** card.

  Please allow at least ***** business days for processing.

  Thank you,

   

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

  Presidential Assistant

   

• Initial Complaint

  Date:10/10/2022

  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 new table and chairs on August 18, 2022. The first table base was defective and was sent back. So was the second table and the third. I told the people at Rooms to Go that if another table was delivered that was defective, I would file complaint with BBB. I purchased NEW and want a table without scratches, dents and worn paint spots. I asked that Rooms To Go inspect the table base before it came to me. Apparently they did not. It has been almost 2 months.

  

  Business Response

  Date: 10/17/2022

  Dear BBB,

  We are in receipt of this claim.

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

  Our office has reviewed their file.  We are aware a service technician is scheduled to visit on 10/27 to attempt to repair the dining table.

  Once we receive their report and review, we will follow-up with your office.

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

  Sincerely,

   

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

  Presidential Assistant

   

• Initial Complaint

  Date:10/07/2022

  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.

  Hello, In April of 2022 I purchased a living room set at Rooms to go. To begin the sets were delivered multiple times damaged and had to be sent back and redelivered. We finally got that taken care of and then although online the description stated the leather was top grain leather. After just three months the couch and loveseat started to peel. I had to return the set to pay a higher amount for another one because I was knew if I opted for the same one I would end ** in the same predicament. Their practice is deceptive, it is very obvious the set was not top grain leather as this does not peel within 3 months. I was inconvenienced, ending up having to pay more for another set because they would not give me the money back, and I was on a promotion where I wouldn't pay interest for 5 years and that was not honored on the second set I had to buy. Ultimately, I am paying the price for them selling bad quality items that are clearly not of the material they are stating on their website. I have called their customer service and asked for a manager to contact me, I have mailed a letter to their corporate office and I have yet to receive a response. After this happened to me I have seen many complaints from other consumers with the same issue, yet they are still in business and still getting away with their deceptive practices.

  

  Business Response

  Date: 10/17/2022

  Dear BBB,

  We are in receipt of this claim.

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

  The leather set that was just returned did not have a 5 year plan, it had a 36 month Finance plan.  The new set will also have a 36 month Finance plan.  The order with the 5 year plan was from 2020.

  Unfortunately, we cannot foresee how a leather set will perform or what issues it will have.  The new set is higher priced.  The set they had was leather where the body touches as it's advertised as the one they have now.

  As a good will gesture, we would be happy to refund our customer $100 as a price adjustment.  Please allow at least ***** business days for processing and two billing cycles to post

  on their finance account.

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

  Sincerely,

   

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

  Presidential Assistant

   

   

  Customer Answer

  Date: 10/18/2022

   
  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,
  
  *******************************

  Customer Answer

  Date: 02/06/2023

   
  Complaint: ********
  
  I am rejecting this response because: Hello, I filed a complaint with your offices months ago. It was complaint #********. The outcome was that Rooms to Go was going to credit my account $100. I was asked to allow 1-2 billing cycles but we are well beyond that and I have yet to see the credit. I can no longer access my original complaint. Can you please assist with having Rooms to Go follow through on their promise. Thank you!
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 02/08/2023

  Dear BBB,

  We are in receipt of this claim.

  We apologize for the oversight.  We are having our ********************* put a rush on the refund.

  it will be sent to their Finance Company.  Please allow **** business days to post on their account.

  Thank you,

   

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

  Presidential Assistant

  Customer Answer

  Date: 02/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 18182162
  
  I am rejecting this response because:

  Rooms to Go advised they would expedite the payment and it should be posted to the account within 10 business days on their last message which I accepted. It has now been 15 business days and still no payment. This is the second time I have to to reach out because they have not delivered on their promise. Is it possible to reach out to them again please and make them aware this is the second time I have to reach out. This should have been resolved months ago. Thank you for your time.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 03/03/2023

  Dear BBB,

  We have received the latest response.

  We apologize but our ********************* has been backed up even with placing a rush on the credit.

  It should post within the next 3-5 business days.

  We thank our customer for their patience.

  Sincerely,

   

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

  Presidential Assistant

   

   

  Customer Answer

  Date: 03/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/06/2022

  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.

  Original Order Number: ******** It's unbelievable that this is the second replacement and all the delivered furniture is damaged. I paid almost $9,000 for two sets. The quality is very bad, and in addition the deliveries are done carelessly, causing greater damages. With this second replacement, even the delivery guy found at least three damages that he personally called to report, and in addition I found another piece damaged. So, in everything is damaged, and nobody cares. They sent a replacement and don't do quality control or change the way things are delivered. I can't imagine another delivery and more things damaged. Every time there is a delivery, I need to take the day off. Today, my husband had to disarm the pieces to return in order to facilitate the delivery of the new ones. This is a total disrespect. I have sent several pictures to customer support.

  

  Business Response

  Date: 10/14/2022

  Dear BBB,

  We are in receipt of this claim.

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

  Our office will be investigating further with our Quality Manager.

  We have reviewed their *************** customer is currently scheduled for one more exchange on both sets on 10/19/22.

  Should this exchange not resolve, we can offer a reselect towards another set of equal value.  If the price were greater, they would be responsible for

  any difference.  As a good will gesture, we will also offer free delivery on the new selection.

  If they are unable to find something else of their liking, as last recourse, we will authorize a return for a full refund.

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

  Sincerely,

   

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

  Presidential Assistant

   

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 18174592
  
  I am rejecting this response because: (1) they have not taken any steps in order to make sure this delivery is done with care and that the furniture is in good condition, (2) and they have not showed any consideration for the days I've had to miss work in addition to the new delivery day. This have caused our family great emotional distress. I have needed the help of my husband and kids every time there is a delivery just for them to check the delivery guys don't damage again the walls of our home or the furniture and even help them. This should not happen again. We never before had to deal with so irresponsible and inconsiderate company.
  

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

  

  Business Response

  Date: 10/19/2022

  Dear BBB,

  We have received the latest response.

  Regarding steps taken to protect furniture, our office requested the Quality Manager to send the furniture as "DO NOT STRIP".  This signifies the furniture would be delivered to customer it its original 

  factory packaging to prevent any transit damages.  We show some pieces were successful, but not all.

  We were made aware service has been scheduled as well as another exchange.  If this next one does not resolve, as a last recourse, we can authorize a return of the furniture for a refund.

  As a good will gesture, we are refunding their delivery fee in full.

  We trust this next exchange will resolve.  We have forwarded alert to our Quality Manager.

  Thank you,

   

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

  Presidential Assistant

   

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18174592
  
  I am rejecting this response because: Not all items were replaced. I asked for an inspector to come and try to fix the gray sofa that had a small damaged on the side. He tried to repair it but it is still visible (you can check his pictures), so I contact RTG to replace this piece, and I was told that they cannot replace it anymore. Take into account that the recliner that is part of the set was replaced, and I was offered to replace the sofa as well, but I preferred to see if this issue could be fixed before having to deal with an another exchange. Since the damaged was not corrected, I contacted RTG to proceed with the replacement of just this piece and it was denied. Also, I don't see the delivery fee refund reflected in my credit account. 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 11/01/2022

   
  Complaint: 18174592
  
  I am rejecting this response because:

  I am rejecting this response because: Not all items were replaced. I asked for an inspector to come and try to fix the gray sofa that had a small damaged on the side. He tried to repair it but it is still visible (you can check his pictures), so I contact RTG to replace this piece, and I was told that they cannot replace it anymore. Take into account that the recliner that is part of the set was replaced, and I was offered to replace the sofa as well, but I preferred to see if this issue could be fixed before having to deal with an another exchange. Since the damaged was not corrected, I contacted RTG to proceed with the replacement of just this piece and it was denied. Also, I don't see the delivery fee refund reflected in my credit account. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/02/2022

  Dear BBB,

  We have received the latest response.

  In view of our customer not being satisfied with the repair, we will provide one last exchange on the sofa.  We will send (2) not stripped so that our customer can pick the best one.

  Our customer is welcome to schedule their exchange through our *********** at ************** or Rooms To Go On-Line website.

  Regarding the delivery fee, it has been approved and requested.  Please allow at least ***** business days for processing as our ********************* is still backlogged.

  We trust this has been answered.

  Thank you,

   

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

  Presidential Assistant