Complaints

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

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• 

  Rooms To Go

  11540 E US Highway 92 Seffner, FL 33584-7346

  
• 

  Rooms To Go

  5170 S Tamiami Trl Sarasota, FL 34231-4258

  
• 

  Rooms To Go

  9500 Scenic Dr Port Richey, FL 34668-4653

  
• 

  Rooms To Go

  1400 44th Ave W Bradenton, FL 34207-1319

  
• 

  Rooms To Go

  25550 US Highway 19 N Clearwater, FL 33763-2166

  

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

• Initial Complaint

  Date:01/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 06/20/2022 I purchased a sectional sofa with chaise, swivel chair and 3year extended warranty. The extended warranty provided reassurance that any manufacturer defects, accidental damage would be covered. Within weeks of receiving the items the couch cracked and someone came to ***air. The swivel chair would spin but once we moved it we saw that it was scratching the floor but there were no obvious signs that a part was missing. The beginning of 2025 I was cleaning the sectional (the chaise that was fixed) and noticed a hole that had what looked like a missing s**** of foot to the couch.I called to file another claim on this and while discussing advised the *** that I wanted them to check the swivel chair because it appeared to never have worked correctly.A technician came to my home did some work on the chaise and took photos. He advised that a footing was missing from the chaise and the casters were missing from the swivel chair. He said the parts would be delivered to me and I would need to make another appointment.I then received a call from a service *** advising the part was ordered for the foot of the couch but the missing casters were not covered under the extended warranty. I explained the parts were never included in the chair I paid $800 for and this is a manufacturing defect and I would need a supervisor to review this as I have been a long customer to R2G. He advised she would not tell me different with a very cavalier attitude and advised she would call in 24 hours.Another *** then called and I explained the same situation to which she said they could do nothing about and that I could purchase the parts. I advised I already purchased these parts in 2022. When I asked if she had a manager she ***lied, "everyone has a manager" which made me more upset and she stated that she could not escalate to anyone else and that she would talk to me all day if needed about it. I advised I would be filing a complaint and disconnected the call.Still no parts.

  

  Business Response

  Date: 02/06/2025

  Dear BBB,
  
  This is in response to this claim.
  
  Our office has reached out to our customer and addressed their concerns.
  
  Thank you for your time.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22873592
  
  I am rejecting this response because:
  
  

  I never received the full product that I paid for initially.

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

  

  Business Response

  Date: 02/11/2025

  Dear BBB,
  
  We are in receipt of the latest reply.
  
  Rooms To Go offers a 1-year warranty for manufacturers defects as stated on the terms located on the purchase receipt. This expired in 2023. Our customer purchased the ****** extended service contract powered by ********. We regret neither cover missing or lost parts given the length of time the product has been in the home.
  With respect to their situation, we have reached out to our customer and provided an option that would address their concerns.

  Thank you,
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22873592
  
  I am rejecting this response because:

  I did not receive the product I paid for in its entirety. The casters were never installed. 

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

  

  Business Response

  Date: 02/19/2025

  Dear BBB,
  
  We are in receipt of the customers rebuttal.
  
  Our office reviewed the customers account as well as the delivery companys records once more. There is no evidence that supports the furniture was not delivered in showroom condition in 2022. Based on the extended period during which the furniture was in the home without reported issues, we are unable to offer any course of action. Unfortunately, our position remains unchanged.
  
  Respectfully,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:01/28/2025

  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.

  Bought a mattress set and within two years the fame of the box spring broke. This was not a cheap purchase and to call customer service to be rudely told I will have to buy another one or have it repaired myself is unacceptable!!! I might as well purchased this from a second hand store or off the street for a two year usage. It is no way the frame she be broken and its ridiculous that customer service was no help!!

  

  Business Response

  Date: 01/29/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Rooms To Go offers a 1year warranty against manufacturers defects as stated on the terms of the purchase contract. Theirs expired in 2023. Their foundation was purchased in a mattress package; therefore, falls under the manufacturers longer limited warranty we will honor.
  
  Our records reflect a service has been generated under these guidelines. Their concerns are in the process of being addressed.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22870510
  
  I am rejecting this response because: The service that was generated that the company has ordered was said to inspect the box spring in question. If they are honoring the longer warranty, then they should send the replacement out on or before the scheduled date  of the service inspection. When i have the replacement box spring delivered to me then this is settled
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 02/03/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Our office has reached out to our customer. We are in the process of addressing their concerns.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:01/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/27/24 bought a sideboard cabinet from rooms to go for $500. Delivery was scheduled on 1/14/25. When the cabinet arrived it was already damaged. The company set up for a new one to be delivered on 1/22/25. It also arrived damaged in the exact same spot. The drivers returned the cabinet. I was told I cannot get my money back until the first cabinet is returned but they cannot send a driver to get the cabinet un 2/8/24. I work out of town and cannot be at the home a third time for the pick up of the furniture so I was told my only other option is for me to return the cabinet to them myself. I have been accommodating twice and now it's more than an inconvenience it's a con. I am stuck with damaged furniture that I had to pay full price for or lose my job so I can be home for a 3rd time for them. All documents of the damaged item have been uploaded into there system and the account is under my phone number.

  

  Business Response

  Date: 01/28/2025

  Dear BBB,
  
  This is in response to this claim.
  
  Our office has been made aware the showroom management team has been in communication with our customer in an attempt to address their concerns and resolve the complaint to no avail. They are awaiting the customer to reach out to them in order to finalize the requested return.
  
  We trust this claim has been answered.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22868473
  
  I am rejecting this response because:
  They have not provided an accimidating option. My options are I can pay for movers to bring it back. Or quit my job so I can be there when they want to pick it up. They did not direct there movers to bring the item back I asked them to take it and they said they couldn't. I have had availability all this week but that was not sufficient for them. But if they will pay for movers I will have it delivered back to them ASAP. 
  Sincerely,
  
  *****************

  

  Business Response

  Date: 02/03/2025

  Dear BBB,
  
  We are in receipt of the latest reply.
  
  Our office will review further and follow up with the customer directly in order to address their concerns.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22868473
  
  I am rejecting this response because: follow up by rooms to go has not happened yet. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:01/28/2025

  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.

  We bought a number of products for rooms to go in ******************. We have used them in the past and never had a problem.This time around they delivered our furniture and the electronic on one part of the sofa did not work. We had to wait weeks for themto come out when he came out. He said he didnt have the part so we had to wait several more weeks before they were able to back and put in the electronic part itself. We also purchased an Area throw rug and padding that one underneath it as per their recommendation and as the weeks go on when noticing this terrible odor coming from the carpet the pad or both. We called the store and they said theres nothing they can do to help us out. They said we can call a cleaner ourselves to try to have it cleaned, but as far as they were concerned, they wash their hands of it

  

  Business Response

  Date: 01/29/2025

  Dear BBB,
  
  This is in response to this claim.
  
  Our office has reached out to our customer and addressed their concerns.
  
  Thank you for your time.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:01/27/2025

  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 couch online from rooms to go . Couch was delivered on Nov 15 with stains . I filed a claim and *** send me another couch on Nov27 . The couch had the same stains on it and was unable to be exchanged . I was told by customer service that a new cushion from the factory would be mailed to be to replace the cushions with the stains. I called several times in between now and then trying to get a resolution and was advised by **** to wait that it was coming . Received an email today that the cushion cannot be mailed and that someone will be coming to clean the stain cushions on my sectional . It took them 73 days to figure it out I already took a day off work for the second delivery . Now I am required to take another day off work . I received 73 days of run around .No apologies and this is costing me time from work . I would like for *** to issue a partial refund on the couch . You cannot sell something damage and not do the right thing for the customer

  

  Business Response

  Date: 02/03/2025

  Dear BBB,
  
  This is in response to this claim.
  
  Our company has been in communication with our customer and has provided options in order to resolve the complaint. The customer is to advise them of their decision.
  
  We trust this claim has been answered.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22865474
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ********

   

  The *** has offered a ***lacement to be delivered on *****. However this is not acceptable. 

   

  It is taking RTG 90 days to get a delivery sent back to me after many calls and messages.   . It is only because I filed a claim with BBB that someone is now offering an exchange.  We suddenly went from getting the couch cleaned to a new delivery . Just found out that *** can deliver on Saturday which was previously not available. The *** offered $75 refund or 100 gift card .  After this nightmare of a transaction I will think twice before buying anything from ***.  So the cost of my inconvenience is basically .83 cents a day . Unacceptable . 

  

  Business Response

  Date: 02/12/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Please note that all actions taken and options presented to the customer abide by the guidelines of the purchase contract. At this time, an exchange of the product was generated and scheduled with them directly. Any accommodation offered is done in the interest of customer care.
  
  We trust this claim has been settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22865474
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ********

   

  I am scheduled to get a delivery tomorrow . Per *** this one was checked to make sure that the cushion is not stained as the previous two. 

  She offered me 75 dollars as inconvenience fee  which is 0.83 /day . That is not acceptable for the amount of 

  Run around I received 

  Lack of customer service 

  Lack of knowledge on all fronts 

  I don't give a **** attitude from RTG

   

   

  Customer Answer

  Date: 02/18/2025

   
  Complaint: ********
  
  I am rejecting this response because:

  I filed a complaint with BBB that was closed yesterday due to receiving delivery on ***** of new cushion for couch that has stains on it. BBB number ******** New cushion was delivered today and has worst stains than the one I have . I was advised that someone was going to check the cushion prior to loading it on the truck . I am not even surprised that this did not happen *** who delivered cushion verified that cushion was in worst condition than the one I have . This is the 3rd cushion and is definitely a manufacturer's defect . I would like the business to compensate me for the defect and also for the waste of time . Couch was originally purchased on Nov 15.
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 02/24/2025

  Dear BBB,
  
  We certainly understand our customers views. Various options have been presented to our customer in order to resolve their claim. Currently,an agreement to exchange the sofa has been agreed upon and is scheduled for a *********** far as accommodation, our position as outlined previously remains unchanged.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22865474
  
  I am rejecting this response because:

  This is the 3rd exchange for the same issue. 

  It was stated previously by *** that the sofa would be inspected prior to being shipped .  This did not happened and I received a dmg sofa 

  I requested for this delivery to be inspected prior to getting on the truck to be delivered . Delivery is scheduled for 03.22 

   The "several options "I was given 

  Buy another sofa from RTG . No thank you . This has been a headache since Nov 15 2024

  Accept $210 for the damage and void your 12 months warranty. No apologies and I have to make myself available for the delivery . Losing yet another day since I have to wait on yet another delivery. *** does not care about my time as stated numerous times. 

  Dispatch someone to get it clean. 

  Get another sofa delivered. What happens if this one is defective ?

  This is not a company that wants to work with you . They just want you to shut up and go away.  

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

   

• Initial Complaint

  Date:01/27/2025

  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.

  Im extremely frustrated with the service *** received after buying a sectional sofa on June 5, 2024, with a warranty. The first delivery on July 13, 2024, was damaged, and since then, the sectional has been ***laced twice but each time it arrived damaged, with the most recent delivery on December 13, 2024.Every time Ive tried to get help, Ive received terrible customer service. Ive been promised follow-up calls that never happen and Ive had to call back myself, re-explain everything again and hope to find that one customer service *** that'll ACTUALLY help me.Over the past month, Ive been told different things each time Ive called. The latest update is that I cant get a refund and I ALSO CAN'T GET THE SAME SECTIONAL I ORIGINALLY PURCHASED. Instead, Ive been told I can choose something else and that's simply unacceptable. I DON'T WANT TO PICK OUT SOMETHING ELSE. I just want the same sectional I paid for or I want a refund so I can buy it from another store.Its extremely frustrating having to waste time and energy and still being sent damaged furniture multiple times, and now being told I dont have any options. I shouldnt be the one getting the short end of the stick here. Im asking for either a refund or the same sectional I originally purchased.This has been a terrible experience, and honestly, it feels like a scam. They want to take your money and after they have it, they don't care what quality of product or anything you have to settle with because they already have your money and aren't going to give it back.

  

  Business Response

  Date: 01/31/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Our records reflect a resolution has been agreed upon with our customer and their concerns have been addressed.
  
  We trust this claim is settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 02/03/2025

   
  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:01/23/2025

  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 believe furniture sent was a display model that is rotting and filled with toxic materials I wrote the ceo who did not read my letter Someone called and said we had a warranty but we're denied a new living room set or a full refund I also sent photos of defective furniture Fortega the warranty people denied our claim

  

  Business Response

  Date: 01/23/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Our office would be more than happy to research our customers situation; however, we are unable to locate an account under the information they provided your office.
  
  Please have them provide you with their order number and primary account phone number in order for us to investigate this matter further and proceed with a prompt response.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 02/06/2025

  Please see attached response.

  

  Business Response

  Date: 02/10/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Rooms To Go offers a 1-year warranty for manufacturers defects as stated on the terms located on the purchase receipt. Theirs expired in 2023. The extended service contract powered by ******** was purchased. The guidelines of what is/ is not covered is outlined on the paperwork received at the point of sale and also on the website referenced on said invoice. Since their exchange in 2022, we show no record of any further issues being reported, over 2 years.  
  We have reached out to the customer and left a voicemail with our contact information.

  Thank you,
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 02/27/2025

  Please see attached.

  

  Business Response

  Date: 03/07/2025

  Dear BBB,
  
  We are in receipt of the latest reply.
  
  Our office is reviewing the customers case once more. A follow up will be made with customer once a decision is rendered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 03/14/2025

   
  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: 04/14/2025

   
  Complaint: 22846606
  
  I am rejecting this response because:

  
  This Has Been Very Stressful And Disheartening For Us Being Honestl Consumets Ever Since My Husband Nekson And I Filed A Complaint Regarging Rooms To Go in **********, *******..We Have Sent Photos.. Mailed Correspondence.And Have Spoken Via Phone To The BBB. As Per The BBB Rules Regulations And Requirements....According To The BBB.. Rooms To Go Agreed To Review And Make Their Final Decision..Several Weeks Have Now Elapsed and They Have Not Yet Rendered Their Decision As Promised. Thank You For Your Review Regarding This Matter..Dincerely,. ****** ********* -********* And ****** *********

  

  Business Response

  Date: 04/15/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Our office has attempted reaching out to our customer and provided our contact details once more.
  
  Respectfully,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 22846606
  
  I am rejecting this response because:

  I had missed the one call at first but then once found placed a call back to ******** on Friday and am waiting to hear from her in hopes we can get things resolved once and for all.
  
  Sincerely,
  
  ****** *********-*********

  

  Business Response

  Date: 04/24/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Our office has contacted the customer and discussed their concerns as well as explained our position previously outlined.
  
  Respectfully,
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 22846606
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *********-*********

  I do nor accept Rooms To Ho Response. which is again so Disheartening..Nanmette O.  President ******** Assistanti Never called Me or My Husband ******..We Wrote to them..CalledTthem and the *************** and all efforts by us were Rejected Very Nastily as We have Notified Ambasssadior of Trust  *************** Photos (Photos and Letter also sent to CEO ****** as Proof) Via Letters and Phone Calls. As Consumers We are asking for a Full Refund and the Horrible Furniture..The Horrible Ottoman and Horrible Pillows and Cushions can be picked up by Room To Go.. My Husband is still making payments in Good Faith We have also Promised via phone to Ms. ****** that My Husband ****** and I will Never Enter or Purchase from any Rtooms To Go Locations and Not Order on line. We want Uur Rooms To Go Account Closed..All We want is a Full Refund..Thank You.. ****** *********- Hernandez  and ****** *********

• Initial Complaint

  Date:01/22/2025

  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.

  We purchased a full bedroom set for our son Oct 2024. 4 pieces. Delivery driver arrived at 10:45pm on Dec 26th and stated it was late, they were tired and would take up to 2 hours to put together. Woke up young children and most importantly, dropped one of the items (Desk) coming out of the truck and damaged in (all but destroyed). That desk is now discontinued and we have 3/4 of a set. No one can find a replacement. Since delivery drivers damaged the desk after 11pm in the dark, I will not pay for delivery charge of $299 since they are the reason we now have incomplete set and are stuck. Worked with multiple people at Rooms to Go who kept trying to upsell me. Was told it was my responsibility to call all Rooms to Go stores one by one to see if any store had one on the floor. Now **************************** team no longer returns my voicemails. Multiple and continued emails on the topic go responded. I have attempted to resolve now for almost 30 days. Thank you to the BBB for having an open forum to issue complaints against companies.

  

  Business Response

  Date: 01/24/2025

  Dear BBB,
  
  This is in response to this claim.
  
  Our office has reached out to our customer and addressed their concerns.
  
  We believe this claim is settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22843507
  
  I am rejecting this response. I do not agree with the resolution and do not find it satisfactory. I am accepting the resolution to simply move on and not waste any more of my time. 
  
  Sincerely,
  
  **** **********

  

  Business Response

  Date: 01/30/2025

  Dear BBB,
  
  Our office understands our customers views and have notated their account accordingly.
  
  Respectfully,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:01/22/2025

  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 set of cocktail tables. The larger of the 3 tables had damage - it was scratched and chipped. I had to wait weeks for a replacement. When the replacement arrived it had discoloration and chips. Had to wait for their technician to come out and try and repair it. Their technician said it is not possible to repair as its water / humidity damage and a replacement needs to be sent. Had to wait a long time for that to be sorted. Now every time there is a delivery its a 3-4 hour window and i have to stay at home - re-arrange my day for this. The 3rd time they delivered this table today and it arrived even worse than the last one - chipped and scratches all over it!! I wanted a refund and was told i had to speak to a different **** and then was told i have to speak to the store and possible go in- i keep getting passed around with no resolution and have wasted so much time on this already. I am concerned that Rooms2go may be selling used furniture and packaging as new. Its unconceivable that 3 out of 3 deliveries would arrive damaged ie scratches and what looks like wear and tear from being used and how do you get water damage on a new product?. What do i get for my hours on hours of trying to deal with this and my wasted time? A scratched up table with no resolution?

  

  Business Response

  Date: 01/27/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  A resolution has been agreed upon with our customer and we are in the process of addressing their concerns.
  
  We trust this claim is settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:01/21/2025

  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 a modular sectional couch from Rooms To Go on 9/9/23.On 8/5/24 a service technician was sent to my home to review damages to my flooring from the sectional couch. He attempted to clean the stain, took photos of the stain to the flooring, & also was supposed to document a flaw with one of the armless chairs with a loud popping sound. There were several weeks where I called to follow-up on the status of my ********* was told it was being reviewed for quite some time. I never heard back and continued to follow-up until I was finally informed it had been handed off to the in home damage department. Fast forward several phone calls later (over the span of several weeks), ****** ******* got in touch with me to offer a one time settlement of $400. to cover the damages to my rug (placed after the staining to minimize the spread). I pleaded for more ************* requested estimates from two flooring companies for the repairs. Following those quotes, I was not even offered half of the cost it would take to repair my floors damaged by the sectional. Ever since, ****** has continued to have a rebuttal for everything I've already provided ample explanation. I would like to receive fair compensation for me to have my flooring section replaced or at the bare minimum, a FULL refund for the sectional. No more, no less. I was provided with new legs to try & those are creating the same stain. This issue is two fold. If I repair my flooring, I will need a new couch that will not stain so either way, I lose in this situation because I will incur either the cost of replacing my floor and/or replacing the couch otherwise it will continue to stain a newly repaired floor. I kindly ask that Rooms to Go to resolve this matter ASAP. I cannot continue to allocate time to numerous phone calls and emails to R2G. The last settlement I was offered was $1,500. That will only cover a fourth of the costs.

  

  Business Response

  Date: 01/24/2025

  Dear BBB,
  
  This is in response to this complaint.
  
  Our office has been made aware the customers claim is still under review. Steps are being taken in order to aide in this investigation. The department that reviews said claims will reach out to the customer directly as soon as a final decision is rendered.

  Thank you,
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22841212
  
  I am rejecting this response because:

  I was told that the $1,500 settlement is the only offer available which does not resolve the issue.

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

  

  Business Response

  Date: 01/29/2025

  Dear BBB,
  
  Our office understands our customers views. However, our position as outlined previously remains unchanged.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant