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

  
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  Rooms To Go

  3520 Tamiami Trl N Naples, FL 34103-3703

  
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  Rooms To Go

  4315 E Independence Blvd Charlotte, NC 28205-7401

  
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  Rooms To Go

  5900 Glenwood Ave Raleigh, NC 27612-6221

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/26/2022

  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.

  We purchased 3 pieces of patio furniture from Rooms To Go: a sectional, and 2 egg patio chairs. We have purchased many pieces of patio furniture in the past and never had issues like we have had with the sectional. When it rains, the cushions retain a LARGE amount of water that doesn't drain - all other patio furniture we have had and the 2 egg chairs purchased at the same time, all drain in a reasonable length of time expected of patio furniture and therefore do not cause any mold or rot of the underlying structure. However, this sectional retains so much water that it is causing rot and mildew on the base structure. The cushions are so wet that one cannot use the furniture and within 1 week all of the wood started to fade from the sun (I understand some fading can occur, but it shouldn't be so bad as to happen in the first week). We called the service technician and they came out and agreed that this was BEYOND what one would normally expect and filed a report. I have been in touch with RTG and they acted like they were in the process of a refund, but have now said we can only get a refund from the store. The store manager says, we just have to live with it in it's wet, moldy condition. This is a $4000 piece of furniture and I contacted them within weeks of purchase and they refuse to do anything for me.

  

  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 inconvenience.

  Rooms To Go does not sell furniture that has protection against moisture, condensation, or nature's elements.  Rooms To Go warranty covers manufacturer defects, it does not cover mold.

  The extended warranty also does not cover mold.

  If it is believed this was misrepresented, as only option, Rooms To Go can void the extended warranty and refund their monies in full for the warranty.  

  Rooms To Go would be unable to pursue any action on the furniture for the reasons explained herein.

  Please let us know if our customer wants the extended warranty cancelled.

  Thank you,

   

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

  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.

  Original order date: 5/20/22 1) They delivered two different matters; we could not sleep on them because the matters kept opening in the middle, and we would slip between the matters. I was told they would bring the correct one out, but they did not have the correct matters in stock. How is that possible? Did they sell my matters to someone else? I was told it would take a month before they could get the correct matters out to use. We slept on the couch. 2) They had to come out and take pictures before sending out the correct matters. I received the matters, but we still could not sleep on the bed because of the same issue. The matters would spread apart, and we would fall into the crack. Still having to sleep on the couch. 3) I ordered a king size matters and asked that when they come out to replace the matters, sync the two-bed frames so theking matters would rise and fall as one. Even though Rooms To Go said their people would sync the two frames, they did not. I then had to request someone not to come back to get it done. We have slept on the bed for about a week before the bed frames stopped working. 4) The bed frames are now stuck, with one having the bottom (feet) straight ** in the air and the other frame still working (back on the couch.) 5) They now want me to pay an additional $126.99 to replace bed frames that do not work and are no longer available. (EOL)The *********** told me that it was not their problem and to call the manufacturer. I want Rooms To Go stand behind the products they sell. I want them to pick up the bed frames and replace them with ones that work. I have been paying monthly for a bed we have not slept in more than a week since we got it. Please Help!

  

  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 bases.

  Our office has reviewed their file.  We are aware a reselect was provided to another set of bases.  They were delivered on 10/3.

  We thank our customer for their business and trust the issues have been resolved.

  Sincerely,

   

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

  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.

  We purchased a sectional about a year ago under my husbands name. The recliner on one of the sections stopped working about 8 months ago. Warranty came out and said it was covered & it would be fixed within a month or 2. MONTHS of waiting and no part has been delivered and no one here to fix the recliner & no contact from warranty team. No one can figure out why its taking so long. **************** reps have emailed warranty reps and nothing. Poor customer service on the warranties end. Will never be buying from rooms to go again. We shouldnt have to call every other week to get the status/job done and no one knowing whats going on.

  

  Business Response

  Date: 10/03/2022

  Dear BBB,

  We are in receipt of this claim.

  Our office has reviewed their file.  Unfortunately, their sectional was discontinued and RTG is unable to acquire parts.

  In the best interest to resolve, our customer was authorized to reselect towards another sectional of same value.  If the price is greater, they would be

  responsible for any difference.  This offer is contingent on their current 6 piece sectional being returned at the same time the new selection is delivered.

  Please have them visit the office staff at their originating store to finalize this transaction.

  The reselect offer is valid until November 3, 2022.

  We trust this claim has been resolved.

  Thank you,

   

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

  Presidential Assistant

   

  Customer Answer

  Date: 10/04/2022

   
  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: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 couch at the end of July for $2,500. Upon its delivery in August, it did not have all of the legs. The delivery guy called corporate while at my home and requested legs be sent. After two weeks of not receiving legs, I contacted customer service and was informed there was a delay due to covid-19. A week later, I called again and was told there are no legs for my couch, but they would do a full replacement. On the day of the "replacement", I called the delivery guy hours after he failed to come by my house. He stated he did not have room to put the old couch in his truck. I stated there would be room since they would be delivering the same couch. At this point, the driver informed me it was solely a pickup, and they were not doing a replacement. I asked him not to come then because I wasn't going to continue to go without a couch. I reached back out to customer service and was told I would not be receiving legs or a replacement couch because the furniture had been discontinued. I've spoken with multiple customer service representatives, and they've all said different things. I even spoke with the manager at the Macon showroom location, and he degraded me on the phone. I was told at one point that I would be is***d a full refund, and in reliance on this statement, I have already purchased more furniture from another vendor. I reached out again to customer service requesting an address to have my lawyer send paperwork to, and the customer service representative responded rudely and sarcastically by telling me my lawyer would know where to send it if I had one. I refuse to purchase more from Rooms To Go, and I expect a full refund. At this point, I've spent over $4,000 on furniture. I would hate to have to *** for cover as well due to the boilerplate language used in Rooms To Go's contract of adhesion. The order number is ********.

  

  Business Response

  Date: 10/12/2022

  Dear BBB,
  
  We are in receipt of our customers claim.
  
  In regards to our customers situation, our office has reviewed their account in its entirety. Our records reflect our office authorized a return in August. It was generated for the customer by the store. We then show the customer canceled the return until replacement could be acquired. No further communication from the customer was documented until a reselection was authorized on 9.2.22.
  
  We have tried to satisfy their claim to no avail. In view of this, the return will be reinstated in order to settle this complaint.
  
  We will have the store generate a return once more for their SHLI sectional. Once created, someone from the office will contact them to schedule the pick-up. Please allow up to 21 business days to process from date of pick up and 1-2 billing cycles to show on their credit card statement.
  
  Thank you,
  
  
  ********************
  Presidential Assistant
  

  Customer Answer

  Date: 10/15/2022

   
  Complaint: 18127872
  
  I am rejecting this response because:

  The statements made in the response are false. I never canceled the original return - I waited hours for them to show up. When they didnt show up 3 hours after calling to tell me they were on the way, I called them. They informed me they did not have room on the truck to retrieve my couch and that they would not be coming.  
  I will not allow someone to come into my home and remove the only furniture I have in my living room unless I have received the monetary refund. 
  Based on my experience thus far with Rooms To Go, it is likely they would take the couch back, never issue a refund, and continue to gaslight me. 
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 10/24/2022

  Dear BBB,
  
  Our office understands our customers views. However, our position as outlined previously remains unchanged.
  Regrettably, like most retailers, refunds are not issued prior to receiving the product in return. Funds are processed from our accounting office once they have received confirmation the merchandise has been checked in.We advise to allow up to 21 business days to process and 1-2 billing cycles for it to show on their credit card statement. This is the same process for every customer.
  
  Respectfully,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 10/24/2022

   
  Complaint: 18127872
  
  I am rejecting this response because:

  It does not provide an acceptable solution.

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

• Initial Complaint

  Date:09/22/2022

  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.

  In May of 2022 I purchased a Montinello Brown 2 Pc Sectional (SKU: 1030804P)/warranty from Rooms to Go that was delivered on 7/16. We were not fully moved into our new home at this time so for approximately three weeks the sectional sat unused. In August, upon sitting on the couch a few different times I noticed that the legs on the sofa were not quite touching the ground and you could not sit on the couch without it wobbling and feeling like it might collapse. I called customer service on 8/27 and a technician was sent out on 8/31. Upon his arrival the technician assessed both the sofa and chaise and came to conclusion that the sectional was installed incorrectly and was also missing parts. The tech assured us that he would place an order for parts after submitting his paperwork. I followed up on 9/2 and was told that the order for parts had been placed and should be received within 3-5 business days. Within that timeframe I only received one part for the chaise. So every week there after I have been calling customer service for a status update with the most recent being today 9/22 at 10:45am. I have been getting the runaround and now I am at my wit's end with this couch, the establishment, and their "customer service" team. It is frustrating that I have not been able to fully enjoy my new home because I received a defective couch that is conveniently discontinued now and no one is providing any answers or remedies.

  

  Business Response

  Date: 10/11/2022

  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To Go, please express our apologies to our customer for any inconvenience or misunderstanding.
  
  With respect to their situation, our office has reviewed the account in its entirety. We have been made aware the order for the 2nd leg was placed with the manufacturer. Please understand that we are unable to house parts for all furniture we carry due to lack of space. Customers are advised it may take up to 90 days for the vendor to manufacture and/or fill the order.
  
  In the interest to remedy the matter, our office had our parts department search all of our regions for the needed leg. It was not an available part; therefore, we had our warehouse manager take the part from in stock merchandise in order to fill the request. The part was shipped to the customer via **** Once received, the customer may schedule to have a service technician install said parts if needed.
  
  Our office will offer $75.00 refund off their delivery charge as an accommodation back to the finance account once the matter is finalized.
  
  Thank you for your time.
  
  Sincerely,
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18061615
  
  I am rejecting this response because: the technician came to our house this morning as scheduled and was unable to fix the problem with the couch and deemed it officially broken. We have had this couch in our home and have not been able to use it and unable to fully enjoy our home because of it. We would like more than a $75.00 remedy considering the amount we paid for the couch we would like a reselection.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/31/2022

  Dear BBB,
  
  With respect to their situation, our office has reached out to our service department in order to review the technicians findings. We have been made aware part of the sectional was repaired with the legs shipped to the home. The sofa section was unable to be repaired in the home. Shop repair was recommended.   
  
  However, an exchange was authorized in order to satisfy the complaint. We regret the set is no longer available from the manufacturer;therefore, the customer has been authorized to reselect the sectional to another sectional or living room set of equal value. If greater, they would be responsible for the difference in price. They will have to see the office staff at their originating store for their assistance. This offer is valid until 11.30.22.
  
  We trust this claim is settled.
  
  Thank you,
  
  
  ********************
  Presidential Assistant
  

  Customer Answer

  Date: 10/31/2022

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

• Initial Complaint

  Date:09/22/2022

  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.

  We purchased a sectional sofa on Aug 31, 2022, only to find out that the sofa was too big for the room. We returned to Rooms to Go on Sept 1, 2022 and cancelled the order. To date, with numerous calls and visits to the Rooms to Go local local and corporate, we have not received the refund nor a good explanation as to why.

  

  Business Response

  Date: 09/23/2022

  Dear BBB,
  
  We are in receipt of our customers complaint.
  
  Our office has reviewed the account in its entirety. We show the customer purchased their order via personal check. Our check acceptance policy is standard to protect businesses and consumers from any fraudulent activities and to better serve them. Unfortunately, personal or business checks are subject to a 21-day hold and are run through Certegy for approval regardless if the order is accepted or canceled.
  
  The customer canceled the order on *******; therefore, it was still within the 21-day hold time. We have been made aware the customer has been advised this week their refund check will be released and cut on 9.23.22. It will be sent out to the address listed on the next business day 9.26.22.
  
  We trust this has clarified this inquiry.
  
  Thank you for your understanding.

  Sincerely,

   

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

  Presidential Assistant

• Initial Complaint

  Date:09/22/2022

  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.

  We are supposed to get our delivery today between eight and 12. We received a call saying we were the next house. Two hours later still nothing. We did an hour past our window time still nothing. I then had to call customer service to find out where our ******************** was. First person we talk to couldnt get a hold of dispatch so they couldnt help us. Called back again and then they said that dispatch told her that we are now in the bracket for the 1 to 5 delivery time. No one thought to call us to let us now. We now had to take off work the entire day. Had to switch our schedules to pick up our kids from school. All because the driver changed routes and no one thought to call us and let us now. We now have wasted an entire day waiting for our furniture that we paid to be delivered in a timely manner. No one cared about our time or our feelings to keep us updated on where are furniture was and why times changed. This is unacceptable and Im very upset. We use rooms to go for all of our furniture and we are treated with no respect.

  

  Business Response

  Date: 10/03/2022

  Dear BBB,

  We are in receipt of this claim.

  On behalf of Rooms To Go, please express our apologies for delivery running late.  We have forwarded to the corresponding delivery company so that they can review

  with their dispatch team further.

  We have reviewed the file and the furniture was delivered and set up on the scheduled date.  We would not be able to refund the delivery fee.

  As a gesture of good will, we will process a $75 merchandise (in store) certificate.  Please allow at least ***** business days for processing.

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

  Sincerely,

   

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

  Presidential Assistant

  Customer Answer

  Date: 10/04/2022

   
  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:09/21/2022

  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.

  On Wednesday Sept ***************************************** the store. As soon as I opened the box for the two bean bag chairs I immediately called the customer support for a return. The delivered bean bags were half the size of the store model and made of a different material. After receiving a follow up phone call on Sept 16. I was told the store would contact me. However by Sept 20 I followed up and was called back by the store. The store associate stated the item was ordered from outside the Roomstogo so it was to the sole discretion of the manager if they wanted allow a return. The manager never looked at the items or wanted to see photos of the items. The item delivered to me is not what I ordered! This should never happen to anyone.

  

  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 to our customer for any misunderstandings or inconvenience they may have experienced.
  
  With respect to their situation, our records reflect the product purchased with Rooms To Go is a vendor direct order. These items are shipped directly from the vendor. Any issues are reviewed by our special orders office as they are the liaison between the customer and the vendor. Our office reached out to said office and they have been in communication with the customer directly requesting photos of the product in order to investigate the claim. Once received, they are sent to the vendor for next steps.
  
  Thank you for your time.
  
  Sincerely,
  
  ********************
  Presidential Assistant

• Initial Complaint

  Date:09/21/2022

  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.

  On July 2nd, 2022, we purchased a three piece Livingroom set Sofa, Loveseat, and a Rocker Recliner. The sofa and recliner were delivered on 07.26.2022. A week later (August 3rd), we called customer service and explained to ******* that we had a problem with the recliner right armrest leaning to the side whenever you sit on the recliner. She advised she would set an appointment for a Tech to come to the house and see what the problem was. On 08.25.22, the Tech came, he suggested that the frame was out of line and the padding was making the recliner look bulky, and that was nothing for him to do because this is an imperfection of the recliner.I called customer services on ******** and spoke with ******, she could not help me because the services report was not in, and it will take 5 to 7 Business Days, and I needed to call back then. On 09.02.22, I called customer services and spoke with *****. She told me that per the services report, the recliner was now fixed, so I explained that that was not the case and I was still having issues with the recliner. She suggested that a second Tech needs to come to the house to evalue the recliner for a second opinion. On 9.14.22, the second Tech came and advised that the frame was out of line and that replacement of the recliner would be required. Still, it was going to be a customer's decision for that to happen and to wait for 5 to 7 Business Days to call customer services to see what would be the next step. I called today and spoke with *******, and he is telling me that they ordered the recliner's mechanism, which may fix the problem. As I mentioned, the problem is not the mechanism; the problem is the wood frame that is out of line.All I'm asking is for Rooms to Go to replace the recliner with a new one that works.

  

  Business Response

  Date: 10/03/2022

  Dear BBB,
  
  We are in receipt of this claim.
  
  Please express our apologies to our customer for any inconvenience they may have experienced.
  
  With respect to their situation, we have reviewed the account in its entirety. Our records reflect two different evaluations were conducted on the recliner. The last visit deemed the piece could be repaired with parts as the current piece has a bent mechanism causing the issue the customer is experiencing. In the interest of settling this matter; however, our office has authorized an exchange of the recliner. It has been scheduled for delivery on 10.15.22. The piece in the home will be picked up at that time. Should the date not be suitable, they may contact our customer care department at ************** to reschedule.
  
  We trust this claim is settled.
  
  Thank you for bringing this matter to our attention.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant
  

  Customer Answer

  Date: 10/03/2022

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

• Initial Complaint

  Date:09/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the extended warranty for a sectional, and it was not honored. Fortegra did not even contact me to tell me it was not honored. I had to contact rooms to go to get any communication at all. The defect was clearly covered based on the service contract (manufacturer defects- broken frame), but rooms to pretended it was a different issue (cushion) to get out of honoring the warranty. I did not continue try to pursue communication with fortegra because corporate offered to make an exception in the interest of customer care, credit me the amount, and let me choose a different piece of furniture. (They say its an exception and later say they do this all the time) Within time period this took place, I bought a new couch from a different store and selected a patio set from roomstogo (something that was less likely to break). I also donated the sectional to a family in need that was willing to try to repair it. When I contacted rooms to go because they got the delivery date wrong for the patio set, it was the first time I was made aware that they wanted me to return the broken sectional that they did not want to try to repair and that they no longer sell, in order to receive the credit. At this point, I have already donated the sectional) When I called to talk to them about it, they were very dismissive, said I should have known, it was implied, and suggested I try to get the sofa back from the family it was donated to.

  

  Business Response

  Date: 10/03/2022

  Dear BBB,

  We are in receipt of this claim.

  Our office has reviewed the file.

  Per the service, a technician was sent to view the cushions.  There is no documentation of any frame being broken or even reported.  Fortegra does not cover the resiliency on cushions.

  As a good will gesture, Rooms To Go authorized our customer for a reselect towards another sofa of equal value.  As per RTG contract, in order to receive a new selection, the set in customer's home must be returned.

  RTG uses the same guidelines as most US retailers.

  Rooms To Go was not aware our customer did not have the set in their home.  Unfortunately, the reselect option would become void without furniture being returned.

  On behalf of Rooms To Go, we apologize for being unable to pursue any other action due to reasons explained above.

  Thank you,

   

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

  Presidential Assistant