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

  1821 W Brandon Blvd Brandon, FL 33511-4811

  
• 

  Rooms To Go

  3520 Tamiami Trl N Naples, FL 34103-3703

  
• 

  Rooms To Go

  4315 E Independence Blvd Charlotte, NC 28205-7401

  
• 

  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:10/03/2022

  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.

  Weve purchased a very expensive bed from rooms to go ********* and the adjustable frame are broken We have called them to replace or repair the frame and ************* we got in return is bad attitude They asked for Description we gave them theyve asked for pictures weve sent them it has been 3 weeks now that Im sleeping on the floor its painful especially for an old man like my husband Please help us

  

  Business Response

  Date: 10/06/2022

  Dear BBB,

  We are in receipt of this claim.

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

  Unfortunately, Rooms To Go would not be able to service.  Our customer would need to call ******* & ***** at ************** and they would send one of their

  technicians to repair as they are still under 1 year warranty.

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

  Sincerely,

   

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

  Presidential Assistant

   

• Initial Complaint

  Date:10/03/2022

  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.

  Purchased a standing desk as I work from home. Delivery was set for Sept 24th with expected assembly. When drivers arrived they were unsure of how to assemble the desk. They stripped the bolts and were unable to unscrew a certain s**** They also caused scratches all over the desk. They informed me that they could not complete the assembly and would need to contact customer service. When I spoke with customer service, they informed me that they would send out a tech on Oct 11th! And if that tech cannot fix the problem they will then determine if a new desk will need to be delivered. I work from home and this is quite the inconvenience. I asked if there was any way to expedite this and they said no. They were not helpful at all. At this point, I would like to just have a new desk delivered since there are obvious scratches not created by me. Customer service has not been helpful at all.

  

  Business Response

  Date: 10/07/2022

  Dear BBB,

  We are in receipt of this claim.

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

  We have reached out to our customer.  In the best interest, we have generated an exchange on the desk and cancelled the service.

  The exchange is scheduled for next Thursday, 10/13.

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

  Sincerely,

   

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

  Presidential Assistant

   

  Customer Answer

  Date: 10/13/2022

   
  Complaint: 18131672
  
  I am rejecting this response because:

  Purchased desk first delivery was made Sept 26, assembly technician damaged desk, stripped ***** informed us to contact customer service to see if tech can fix issue or would have to schedule new desk delivery (oct 11) . Contacted BBB, complaint sent to RTG headquarters they rescheduled a new delivery of new desk for Oct 13th, the desk was delivered damaged! The technician again told us to contact RTG customer service. I need a NEW undamaged desk and a discounted refund for the inconvenience. Desk was originally purchased on 8/13!
  
  Sincerely,
  
  Mwaba Chisela

  

  Business Response

  Date: 10/19/2022

  Dear BBB,

  We are in receipt of this latest response.

  Once again, we regret this situation.  We have reviewed their file and another exchange was scheduled to be done today, 10/19.

  If this last exchange is not successful, as last recourse, we will authorize a return for a full refund unless our customer would like to reselect to something else of same value.

  Thank you,

   

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

  Presidential Assistant

   

   

• Initial Complaint

  Date:10/03/2022

  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.

  COMPLAINT WITH ROOMS TO GO ****************************************************************************** WE PURCHASED THE 81" CONSOLE WITH THE FIREPLACE AND TWO BOOKCASES ON EACH END ...JUST LIKE THE ONE PICTURED EXCEPT IT WAS A LIGHT GRAY COLORED ONE....PICS OF THE LIGHT GRAY IS THE OTHER 3 PICS ATTACHED. THE SALESLADY REALLY SOLD IT TO US WHEN SHE SHOWED US THE ELECTRIC FIREPLACE . BUT WHEN IT WAS DELIVERED, AND UNBOXED BY THEIR DRIVER, IT DID NOT HAVE THE FIREPLACE AND I ASKED THE DRIVER, "WAIT, I WAS SUPPOSED TO HAVE A FIREPLACE" HE STATED...IT MAY BE ON BACKORDER AND COULD COME WITH YOUR BED SET AT A LATER DATE....WELL, *******, MY SALES LADY NEVER TOLD US THAT SO I FIGURE I BETTER CALL AND MAKE SURE SINCE I WAS AWARE OF ALL THE OTHER ITEMS ON BACKORDER . SO I SPOKE TO ******, AT 2:30, TOLD HER THE PROBLEM AND SAID SHE WOULD HAVE ******* GIVE ME A CALL.. AFTER NO CALL, I CALLED BACK AND ASKED FOR A MANAGER AT 5:10...SPOKE TO ****. SAID HE WOULD CALL ME BACK AND HE DID AROUND 7PM...SAID IT WAS MY WORD AGAINST HERS..SHE DID NOT RECALL TELLING US ABOUT THE FIREPLACE AND THAT IT WOULD HAVE TO BE SOLD SEPERATE. INTERESTING ENOUGH, I ACTUALLY HAD TOOK A PICTURE OF THE FIREPLACE SET WHEN SHE WAS SELLING IT TO US AFTER SHE TURNED IT ON, (IN THE ***** OF THE *** YOU SEE ******** STANDING THERE IN THE YELLOW SHIRT) TOLD HIM IF HE GOES ON LINE, HE COULD SEE THE EXACT BRAND,STYLE, EVERYTHING FOR THE SAME PRICE WE WERE CHARGED AT ******* TOLD HIM THERE NO WAY I AM PAYING MORE...THE PICTURE CLEARLY SHOWS IT IS ****. AFTER ALMOST AN HOUR OF DEBATING, HE SAID HE WOULD HAVE TO CALL ME IN 48 HOURS AFTER HE SPOKE WITH I GUESS HIS SUPERVISOR BUT IT WOULD BE LATER SINCE HEADQUARTERS WAS IN THE **** OF THE ******* HURRICANE **** NO PROBLEM,...WELL HE JUST CALLED ME BACK AND STATED HE COULD WAVE $200FROM THE $329 FIREPLACE AND IF MORE WAS NEEDED, HE WOULD NEED MORE TIME BEFORE CALLING ME BACK.. I STATED THAT I WAS NOT PAYING MORE AND THEY COULD COME PICK UP THE WRONG MATERIAL SINCE THIS IS THE SET I DID NOT ORDER AND HE SAYS, THEY HAVE A NO RETURN POLICY..."EVEN IF YOU ARE DELIVERED THE WRONG MATERIAL I STATED, HE FOLLOWS WITH , WELL SIR, YOU DID SIGN FOR THE MATERIAL, YES I DID BUT YOUR DRIVER TOLD ME THAT THE FIREPLACE WAS ON BACKORDER...MY RESOLVE" EITHER BRING ME THE FIREPLACE,NO MORE MONEY OUT OF POCKET, I&#**;LL EVEN GO PICK IT UP MYSELF AND INSTALL IT MYSELF OR COME PICK UP ALL 3 PCS AND I&#**;LL TAKE MY BUSINESS ELSEWHERE .

  

  Business Response

  Date: 10/18/2022

  Dear BBB,
  
  We are in receipt of this complaint.
  
  On behalf of Rooms To Go, please express our apologies to our customer for any misunderstanding they may have experienced.
  
  Rooms To Go prides itself in excellent customer service,henceforth; it is unfortunate to be made aware of the allegations that were expressed. Please rest assured, our office will be investigating further with the area regionals office.
  
  With respect to their situation, our records reflect the customer initially received the purchase they made at the showroom store location as listed on their sales invoice. They did not purchase the firebox unit. The customer would have paid more had it been included on their invoice. Our office investigated further with our buyer and was made aware the online pricing was for online purchases and was not active for the showrooms region.
  
  However, in the interest of satisfying the matter, the store manager authorized the exchange and honored the online price as a 1-time courtesy to finalize their complaint.
  
  We trust this claim has been settled.
  
  Thank you for your time.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant
  

  Customer Answer

  Date: 10/19/2022

   
  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:09/26/2022

  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.

  I went into the store and order a table with chairs and bench. I waited 2 1/2 months for the items. The delivery boys came in and the store or whomever forgot to send screws to assemble the table. One of the chairs was wrong and they sent a damaged bench. That would be unsafe for my grandkids. The guys who delivered left everything here and placed it on the floor. Also, if my grandkids were her the bench is a hazard item for kids, so if they were to sit on it it would fall apart

  

  Business Response

  Date: 10/05/2022

  Dear BBB,

  We are in receipt of this claim.

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

  We are aware the bench has been exchanged out and the chair will be redelivered on 10/8.

  Concerning the hardware for dining table, this has also been sent to customer.

  Please have our customer contact our *********** at ************** once they receive the hardware so that a technician can be sent to assemble

  for them.

  We thank our customer for their business and trust the issues are being handled.

  Sincerely,

   

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

  Presidential Assistant

   

• Initial Complaint

  Date:09/26/2022

  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 made two purchases on 5/29/22 at the ********* store on ***************. Order # ********. DUAL PWR RECL SOFA DUAL PWR RECL LOVESEAT DUAL PWR RECLINER - OCEAN I have been waiting for parts to arrive since date of delivery. Its been 3 months and they still cant repair my new set of furniture. I was unable to speak with any member of management and just keep getting the round around.

  

  Business Response

  Date: 10/05/2022

  Dear BBB,

  We are in receipt of this claim.

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

  Our office has reviewed the situation further.  Unfortunately, due to Global product challenges, the parts are on extended delay from the factory.

  In the best interest, we have generated an exchange on the sofa and the loveseat.  We have reached out to our customer to schedule the exchange.

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

  Sincerely,

   

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

  Presidential Assistant

• Initial Complaint

  Date:09/26/2022

  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.

  I called Rooms to go online sales **** to purchase a sectional on 8/09/22 because we really liked the functionality of the sectional and the way it looked. I even went to the store while visiting *****,** to see it in person prior to purchasing. When I called the online sales, I was transferred to a person in one if the stores named ***** who helped me complete the purchase. My final price for the sectional was $2,655.36 which includes the extra $279.99 for delivery and set up. Online it shows the earliest delivery date as 9/26/22 and the rep told me this date as well. ***** explained the extra fee was because we lived outside of their local service area and will be a "i95" delivery. She said the drivers would call me 2-3 days prior to the delivery date and she would let me know if anything changes. Today is 9/26 and I realized I had not received a call about my delivery. I called ***** and asked if the sectional was still being delivered. I explained this sectional is for my aunt and she had to take off work to make sure she was home when they got there. She explained the delivery date is actually 10/10/22. I asked why no one told us the new delivery date. First, it was someone in the office called, no one called, so I asked what day they called. Then she said because of the type of delivery, they don't know the exact delivery date because the drivers deliver to our area on a weekly basis. I explained to her I don't understand if they have a delivery date why not tell us the date to expect the order. She said they don't know either. I asked to speak to a manager because we should have been contacted prior to today about when it would be delivered. She refused to have the manager call me and continued to try to explain a process she did not properly explain to me in the first place. I've order from other furniture stores and delivery schedules have never been a problem. There's more to this but that is all I can fit here for now. Miscommunication to sum it up.

  

  Business Response

  Date: 10/05/2022

  Dear BBB,

  We are in receipt of this claim.

  On behalf of Rooms To Go, please express our apologies for any lack of information at the point of sale.

  We reached out to our customer to explain the matter further.  Rooms To Go does not promote Transregional orders due to merchandise availability.  We may have stock in one region but not necessarily in 

  another.  In this case, this was a Transregional order purchased in our Southeast region to be delivered in *******.  Our customer decided to cancel their order.

  Our office will be reviewing and addressing further with the originating store in order to prevent a similar incident.  Our customer is also welcome to purchase On-Line.

  We thank our customer for their feedback and trust they will allow another opportunity in the future.

  Sincerely,

   

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

  Presidential Assistant

• Initial Complaint

  Date:09/26/2022

  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.

  Did not get a copy of warranty poor quality of table warranty did not cover excessive use ****s. My husband and I eat at table anytime you put anything on table it ****s up. We thought ****s were covered apparently it was only 1 **** that is. Finish coming off on area we sit at 1.5 years old

  

  Business Response

  Date: 10/12/2022

  Dear BBB,

  We are in receipt of this claim.

  On behalf of Rooms To Go, please express our apologies for any misunderstanding concerning the Fortegra contract.

  We have reviewed the file and the pictures.  Unfortunately, this is not a single incident issue.  There are multiple scratches on the dining table.

  Fortegra does not cover that on their contract.

  We have reached out to our customer and offered to cancel out the Fortegra contract in full.  Our customer has accepted that as the only option.

  We have sent an e-mail to Fortegra to cancel the contract and issue full refund.  Please allow at least ***** business days for processing and at least two billing

  cycles to post on their credit card.

  We trust this claim has been resolved.

  Thank you,

   

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

  Presidential Assistant

• Initial Complaint

  Date:09/26/2022

  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 filed a review on 9/22 as advised on website but I need to get the issue resolved. I hope this is the correct way of processing my issue.

  

  Business Response

  Date: 10/05/2022

  Dear BBB,

  We are in receipt of this claim.

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

  We have reviewed their file.  The barstools were an On-Line purchase.  Therefore, we have reached out to our *************** Team to contact customer regarding a reselect on their 

  barstools towards another selection of equal value.  If the price is greater, they would be responsible for any difference.  This offer is contingent on the current 3 barstools being returned at the same

  time the new selection is delivered.

  The reselect offer is valid until November 5, 2022.

  We trust this has been resolved.

  Thank you,

   

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

  Presidential Assistant

  Customer Answer

  Date: 10/05/2022

   
  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:09/26/2022

  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 bought a whole house worth of furniture about a year ago and its very poor quality. The couch has had to be replaced twice because it was falling apart (Im on my third couch and now it doesnt match the loveseat because the couch I had was discontinued). The box spring for one of the mattresses has had to be replaced (bought at Mattress Firm because Rooms to Go couldnt send anyone out in a reasonable time frame). The couch is already sagging and creaking and feels like it is going to fall apart again. All of the mattresses are awful and need to be replaced. I still owe $2,000 on my bill and all of the furniture needs to be replaced. I would like my remaining balance forgiven so that I can at least buy 2 new mattresses or a new couch. Or come and pick up all of the furniture and refund my entire purchase price. I have called Rooms to Go several times before regarding issues and they are always rude and unwilling to offer any assistance. They third time I had to get a new couch, they only gave me a $25 credit (and that was after much argument and speaking to a manager). Thanks!

  

  Business Response

  Date: 10/12/2022

  Dear BBB,

  We are in receipt of this claim.

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

  We have reached out to our customer and offered service.  Unfortunately, they are not in the state and won't be back until January.

  We have also offered a discount to keep the sleeper "as is".  We will await our customer's response.

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

  Sincerely,

   

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

  Presidential Assistant

   

  Customer Answer

  Date: 10/12/2022

  I will respond to rooms to go, but I am rejecting their response because:

  1. They didnt offer any compensation for the couch that had to be replaced and only lasted 12 months. 
  

  2. They only offered 20% discount on the couch that had to be replaced a couple days after receiving it and which feels like it is ready to break again. They also said that accepting this discount would void the warranty.
  

  3. They didnt offer any compensation for the bed frame that broke and had to be replaced.  
  

   4. They didnt offer any compensation for all of the mattresses that are terrible and need to be replaced. 

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

  

  Business Response

  Date: 10/17/2022

  Dear BBB,

  We are in receipt of this latest response.

  Our office has reviewed their file.  We found the King ********* mattress had a tear upon delivery back in 5/18/21.  Our customer was offered an exchange or a reselect towards another selection of equal value.  We find no documentation regarding issues with the Albi Queen sleeper delivered same date.

  On a separate order that has 2 Full mattresses, 1 Twin mattress and a Twin/ Full frame, there is no documentation or any issues or problems with those mattresses or frame.  On the ****************** delivered on 6/4/22, the wood was broken and this was reported and we show an exchange was provided on 6/17/22.

  We show no documentation on any of the orders reporting a broken foundation.

  In the best interest, when our customer returns, we can schedule a technician to view the issues our customer is mentioning.  No other options will be presented until the furniture is viewed.

  Thank you,

   

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

  Presidential Assistant

   

   

   

   

   

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 18126366
  
  I am rejecting this response because:

  The response is inaccurate. I was never offered an exchange or a reselect towards another king ***************
  

  The Albi Queen sleeper delivered on the same date as the other furniture broke within 12 months and the store was contacted. I was told it was out of warranty and was forced to purchase another sleeper sofa. They would not offer me any other options. This cost me $750 plus tax for the original and $1,088 plus tax for the replacement.  The replacement broke within 2 days of receipt (see below).  

  I additionally purchased 2 full ********es, 2 twin ********es, a queen ********* a king ******** and box springs for all except the twin ********es.  Issues were reported via the chat feature and they couldnt send anyone out to view/replace it within a reasonable time frame. Someone cannot be expected to be without a bed for weeks or months while they send someone out to view it/replace it  
  

  The Fusf Queen ******* was delivered on 6/4/22, the wood was broken within days and this was reported and a replacement was delivered on 6/17/22.  I was told that they likely dropped it off the delivery truck. This sofa is now wobbly, squeaking and creaking and feels unstable. 
  
  They said they show no documentation on any of the orders reporting a broken foundation.  Pictures of the broken box print were attached and, again, this was reported via the chat feature. 

  When you purchase something, it should be good quality and the company should stand behind their products and work to help the customer.  This hasnt happened. I shouldnt have to keep calling, showing pictures, scheduling someone to view furniture/decide if they are going to do something about it, have to be present for replacement of furniture, etc.  They are so uncompromising and make it so difficult to obtain a satisfactory result, that they hope you just give up. I paid almost $8,000 for furniture that has had nothing but issues and continues to have issues. 
  

  If the company doesnt want to offer a substantial refund to make this right, then I will investigate what legal remedies I may have available to me as all of these communications do not seem to be heading toward a satisfactory resolution (or any resolution at all). 
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 18126366
  
  I am rejecting this response because:

  The response is inaccurate. I was never offered an exchange or a reselect towards another king ******************************** style="color: rgb(33, 37, 41); margin-top: 0px; margin-bottom: 1rem; font-size: 11px; font-family: "Proxima Nova", sans-serif;">The Albi Queen sleeper delivered on the same date as the other furniture broke within 12 months and the store was contacted. I was told it was out of warranty and was forced to purchase another sleeper sofa. They would not offer me any other options. This cost me $750 plus tax for the original and $1,088 plus tax for the replacement.  The replacement broke within 2 days of receipt (see below).  

  I additionally purchased 2 full ********es, 2 twin ********es, a queen ********* a king ******** and box springs for all except the twin ********es.  Issues were reported via the chat feature and they couldnt send anyone out to view/replace it within a reasonable time frame. Someone cannot be expected to be without a bed for weeks or months while they send someone out to view it/replace it  
  

  The Fusf Queen ******* was delivered on 6/4/22, the wood was broken within days and this was reported and a replacement was delivered on 6/17/22.  I was told that they likely dropped it off the delivery truck. This sofa is now wobbly, squeaking and creaking and feels unstable. 
  
  They said they show no documentation on any of the orders reporting a broken foundation.  Pictures of the broken box print were attached and, again, this was reported via the chat feature. 

  When you purchase something, it should be good quality and the company should stand behind their products and work to help the customer.  This hasnt happened. I shouldnt have to keep calling, showing pictures, scheduling someone to view furniture/decide if they are going to do something about it, have to be present for replacement of furniture, etc.  They are so uncompromising and make it so difficult to obtain a satisfactory result, that they hope you just give up. I paid almost $8,000 for furniture that has had nothing but issues and continues to have issues. 
  

  If the company doesnt want to offer a substantial refund to make this right, then I will investigate what legal remedies I may have available to me as all of these communications do not seem to be heading toward a satisfactory resolution (or any resolution at all). 
  
  Sincerely,
  
  *********************

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

  

  Business Response

  Date: 10/21/2022

  Dear BBB,

  We have received the latest response.

  Please refer back to our response dated 10/17/22.

  We are unable to offer any other options at this time for the reasons previously explained.

  Thank you,

   

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

  Presidential Assistant

   

   

• Initial Complaint

  Date:09/26/2022

  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.

  This issue is with the warehouse in Suwannee, GA and not the store in Columbia. I deselected a living room set due to my current set peeling. I was delivered a set that was worse that my set and it was a display set with the plastic tag on the side that proves it was a display. The loveseat power reclining was not working and the plug was not the same as the one I had and the style was outdated from the one I had. The sofa and loveseat were both worn and scratched up and the frame underneath was worn. The furniture can wrapped in a blanket and Saran Wrap because "the team supposing inspects the furniture first and that is why it is wrapped like that. Surely, that is a lie and this raggedy furniture has no reason being in the warehouse and should be sold as liquidated furniture. I spent a lot of money for this set and this company is delivering garbage!!!! This is unacceptable and I WANT MY NEXT SET DELIVERED IN BOXES THAT WILL BE OPENED, AND ASSEMBLED AT MY RESIDENCE!!!! I WILL NOT ACCEPT ANOTHER SET WRAPPED IN A BLANKET AND SARAN WRAP! I PAID FOR A BRAND NEW SET AND THAT IS WHAT I WANT!!!! If I wanted thrift store furniture, then I would have purchased thrift store furniture!! PLEASE DO BETTER AND DELIVER MY NEXT SET IN BOXES (Unopened)!!

  

  Business Response

  Date: 10/04/2022

  Dear BBB,

  We are in receipt of this claim.

  On behalf of Rooms To Go, please express our apologies for any problems with their couches.  Our office has forwarded a copy of this claim to our ***************** Manager to investigate

  the matter further.

  We were made aware not all the sofas come in boxes.  In the best interest, we have requested both sofas are left unstripped.  They will be delivered in original factory packaging to our customer.

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

  Sincerely,

   

  ******************
  Presidential Assistant

   

  Customer Answer

  Date: 10/12/2022

   
  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 received the sofas in the original boxes. The delivery team assembled them onsite and there are no issues at this time. Thank you for addressing my concerns.
  
  Sincerely,
  
  *****************************