Complaints

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

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  Rooms To Go

  11540 E US Highway 92 Seffner, FL 33584-7346

  
• 

  Rooms To Go

  5170 S Tamiami Trl Sarasota, FL 34231-4258

  
• 

  Rooms To Go

  9500 Scenic Dr Port Richey, FL 34668-4653

  
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  Rooms To Go

  1400 44th Ave W Bradenton, FL 34207-1319

  
• 

  Rooms To Go

  25550 US Highway 19 N Clearwater, FL 33763-2166

  

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

• Initial Complaint

  Date: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.

  On 1/8/22, I purchased a loveseat, ********, and chaise, ********, combination from the ***************** store at ********************************************************. *****************************, our expert account manager for many years, advised that there was a sofa, ******** that would be available later on 3/29/22. so I decided to upgrade and paid the balance difference in full.The furniture was delivered and dropped in excellent condition where it still resides today. On or around July 4th, I noticed the couch back cushions starting to stretch out and lose their shape and support. On or about that same time, some deformities and abnormal compressing of fabrics/padding began to occur at which time I called Rooms To Go ************* Team and was advised that they would need to schedule a service technician the following week. On July 15th, a technician was sent out and he proceeded to remove the batting from the bottom of the couch and chaise and stuffed additional padding into the spring base area as well as re-stuffing several of the pillows. He advised to call back if happened again.On on around 8/9/22, i rescheduled another technician visit as the previous condition had not only returned but was quickly deteriorating beyond the first level of distortion. On 8/16/22, technician ***** visited and advised nothing he could do to correct the deforming condition other than what was done before. He advised the Service Manager would be contacting me in the next 5-7 business days with the resolution. On or around 8/23/22, was advised by Service Manager that there was no issue found that what I was experiencing was from normal wear and tear and there would be a goodwill replacement pillow sent out since there was some sign of excessive stretching since re-stuffed by the initial service technician? I work 50 hours a week so on a good week, I may spend 24 hours a week on the sofa/chaise and to call that normal wear and tear on $3000 dollars work of merchandise is unacceptable.

  

  Business Response

  Date: 10/03/2022

  Dear BBB,
  
  We are in receipt of our customers claim.
  
  With respect to our customers concerns regarding their living room furniture, we have reviewed their account in its entirety including the pictures they were kind enough to provide as well as the technicians findings.Unfortunately, the issues with the product are considered to be consequential and are not vendor related defects. Our office agrees with this assessment and would be unable to present an alternate course of action..
  
  Although we value their business and sympathize with their concerns, we are abiding by the guidelines within our contract.
  
  On behalf of Rooms To Go, we apologize for being unable to comply with their request due to the reasons explained above.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************                                                                   
  Presidential Assistant                                                                           

• Initial Complaint

  Date:09/20/2022

  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 have been a customer of ********************** for several years now and recently purchased a sofa in March/April 2021. On August 9,2022, one of the legs on the sofa separated from the base of the couch. I immediately placed a call to Rooms to Go to report the issue. I was initially scheduled to have someone come out on August 30,2022, however, the service was directed to my home in *******. I currently reside in ******** and I was informed that no one was available in my area and they will attempt to contact someone for a resolution. They reported they would contact me once they receive further information. As of September 19,2022 , there is no update or solution for my broken item. Today, I did attempt to contact Rooms To Go for an update with the representative that was handling my case. I did ask to speak with management and I was told they would not speak with me due to them not having an update. This has been extremely frustrating and an inconvenience of not being capable of sitting on a portion of my sofa to prevent further damage.

  

  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 sofa.

  Our office has researched with our service department.  At this time, their furniture is under the Fortegra contract.  Fortegra will be reaching out to schedule

  a service to visit the customer's home and repair or provide an evaluation.

  Once the service takes place, Fortegra will be following up with customer to provide the outcome.

  We trust this has answered.

  Sincerely,

   

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

  Presidential Assistant

• Initial Complaint

  Date:09/20/2022

  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.

  **************************************** Buyer Beware: No customer service, lack of quality control, charges for unrequested services, sofa missing a large cushion. Complaint #1: I placed an order for a sofa and cuddler chair on 9/5/2022. At checkout, the sales associate asked when I wanted to have the items delivered. He said, Thursday, Saturday or next week. I said, lets go with Thursday (9/8). A few days later, I noticed the outrageous shipping charge of $179.98 so I called customer Care. I was told that $49.99 of that amount was for express delivery because I picked the Thursday delivery. The sales associated did not mention an additional charge for Thursday delivery, and it was not itemized on the invoice given to me on the day of purchase. Had I known there was an additional charge, I would have selected a different day. As a side note, according to the *** website, delivery for two upholstered pieces should be $99.99 (https://www.roomstogo.com/delivery-charges-zone-a). Please refund the $49.99 for unrequested express delivery. Neither the store nor ************* could assist with a refund.Complaint #2: The sofa was missing a large 28x20x9 right-side back cushion. ************* gives the canned answer, If a tracking number isnt provided by the manufacturer in 3-5 business days, it could take up to 90 days to get the part. Thats it. No follow-up with the manufacturer to get a more accurate ETA. Its rather ironic that even if someone pays for express delivery, the company will not express deliver missing parts. The sofa is in stock at the store I purchased it from. I am requesting that a cushion be pulled from this in stock inventory and delivered to me; or that an entire sofa with ALL the cushions be sent to replace the defective one *** originally delivered.

  

  Business Response

  Date: 09/30/2022

  Dear BBB,

  We are in receipt of this claim.

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

  Our office has reviewed the file.  We are aware the cushion is being sent out today.  Please allow a few days to receive.

  As a gesture of good will, we are refunding $49.99.  Please allow at least ***** business days for processing and two billing cycles to post on their statement.

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

  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. I received the cushion and I absolutely LOVE my new ********** sofa from Rooms To Go.  It is sturdy and super comfortable. Because of this satisfactory response, RTG has retained me as a customer and I plan to purchase a dining room set from them in the near future. Thank you for the quick resolution!
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:09/20/2022

  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.

  Purchased a recliner for ~$660.00 on 5/29/22 to have it delivered on 6/8/22 from Store#****. I noticed that it was difficult to open it, I thought perhaps it was not "greased" so I look under and see the mechanism is not rolling correctly. I entered a repair ticket and got a reply that they'd have someone out to fix it (which took 3 weeks) The technician came, took pictures, and said he couldn't fix it but would order the part. I asked how long and he stated, "A few days". Come to find out a few days was to order the part (10 days actually). Got a call on 8/19 from their **************** saying I should be expecting the part but didn't elaborate as to when. I called 9/13 to see what the hold-up was and was told it takes 90 days for parts!! Why wasn't I told this? I could have just taken the chair back and gotten a refund! I emailed **************** and they offered to exchange the chair for equal value or more (I would have to pay the difference) which I agreed to. I advised them the day I would go in and initiate the exchange and they said OK. I go to store #**** and speak to the salesperson who connects me to the store Manager (on-duty). I provide her with the emails and was told to call **************** because they don't have any record of this. Again, I show her the emails where the offer was extended to me, and tells me to come back the next day after I speak to customer service. I explained that all I wanted to do is exchange the recliner for the same one and that she could call **************** to confirm the email communications herself but she refused. She then asked for me to sit while she got a hod of the general manager who did not offer anything better. Emailed customer service again and have not received any response.

  

  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 issues with their set.

  Our office has reviewed their file.  In the best interest to satisfy the claim, our customer was provided with an exchange.

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

  Sincerely,

   

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

  Presidential Assistant

   

   

• Initial Complaint

  Date:09/19/2022

  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.

  We purchased a 3 piece couch set. The love seat, and the individual recliner were perfect. The 3 seater couch had the middle cushion that sunk into the couch. It was so obvious that The technician who came out recommended replacement. 1st attempt the bottom of the couch mechanism was not screwed on and was hanging loose. 2nd attempt, the delivery people refused to remove shoes, nor wear booties that was offered to them. 3rd attempt the sewing/stitching on ouch was missing and ripped. 4th attempt, the leather was ripped. Besides from attempt #2, the delivery people from roomstogo for the other 3 attempts recommended that we Turn down the delivery because of the poor quality control. So this time around we called, to set up another exchange, again hoping that it is our last one. The supervising manager ******************************* gave us 2 options. 1) accept the couch as is, warranty now voided, and accept $270. Or option 2) exchange it with something of equal value or greater, but we cannot get our same couch. I had explained that we LOVE this couch set and our theatre room was customized to accommodate the couch set that was selected (see pictures below). Therefore, those would be not appropriate options.We dont have buyers remorse, but when buying furniture we buy it with intentions of keeping it and after feeling good about the quality of item. The 3 piece couch set costs $5100. We just either want the couch to be exchange so that we have quality items. ******** informed us that we have reached maximum exchange attempts, so choose $270 and void your warrant or choose a different set. Which I dont think is acceptable because we built our room around the couch set. He never bothered bringing up an option of having another technician come out to see if they can fix the couch again nor exchange was an option. (As a previous loyal customer to *********************** we felt very disappointed with the customer service and handling of our case. Order # ********

  

  Business Response

  Date: 09/27/2022

  Dear BBB,
  
  We are in receipt of the customers complaint.
  
  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. Regrettably, we have made numerous attempts to deliver and replace the customers living room pieces to no avail. Unfortunately, the issues seem to be cosmetic and not structural and would be unable to offer this option indefinitely. For this reason, our customer care staff offered alternative options to resolve the matter.
  
  The provided picture does not show exactly what is wrong with the furniture. They may send you clear and complete pictures of the set.We will need front, back and lateral views of the affected area not just close **** Our office would be happy to review the matter further.
  
  Thank you for your time.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant
  

• Initial Complaint

  Date:09/19/2022

  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.

  I ordered a bed for a double amputee. I told the assigned salesperson the height needed and firmness needed. He showed me both. But delivered something entirely different. I was told I had to fix height but can exchange the mattress. I told them mattress wanted and they not only charged me more but a delivery fee on top even though they had to come back to replace an item that cam broken. They took advantage of a double amputee that has special needs. I had to take it or sleep sitting in a wheel chair. My sales order is ********. They made me feel they were doing me a favor when they were selling what they profit most on instead of meeting my needs.

  

  Business Response

  Date: 09/27/2022

  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 they may have had regarding their purchase.
  
  Rooms To Go offers a 1-year warranty against manufacturers defects.The manufacturer offers a longer limited warranty for the same. Neither cover comfort or preference as also indicated on the vendors warranty card nor do we advertise as such.
  
  In regards to their situation, we have been made aware the store authorized the customer to reselect the mattress in the home to a different mattress equal in value. However, if greater, consumers are responsible for any difference in price. Our records reflect they made their selection and it was delivered to the home on 9.22.22 along with the exchange for the broken nightstand.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 10/02/2022

   
  Complaint: 18039444
  
  I am rejecting this response because: they delivered the wrong items to begin with and then they charged me a double delivery knowing I needed this item immediately and they had to come back because they delivered damaged goods on other furniture delivered. They took advantage of a double amputee and delivered furniture I couldn't use. The other salesman understood and told them the same.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/20/2022

  Dear BBB,
  
  Our office understands and sympathizes with our customers views. However, after considerable review of their account and with the showrooms management, we show no evidence to support the customers claim regarding their mattress. The account reflects the customer received the product they signed and paid for at the point of sale. There is no other skus on their invoice that supports they were to get a different mattress. Furthermore,delivery was made on 8.23.22 and records show the customer did not call until ******* to inform the mattress was softer than needed and wanted a firmer mattress not that it was incorrect.
  
  The store complied with our customers request and authorized the reselection to a different mattress. This is considered a preference issue.They were not charged a new delivery fee, but as per the terms of the contract (#1 under terms and conditions), they were charged a pickup fee for the initial mattress. The damaged nightstand was exchanged out at no cost to the customer.
  
  We apologize once again; however, we would be unable to pursue any action due to the reasons explained above.
  
  Respectfully,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 10/20/2022

   
  Complaint: 18039444
  
  I am rejecting this response because: I went to the store and met with the manager *********************** who with another salesman in the store both said that they sold a double amputee the wrong mattress. At that point he said pick out a different one and we will change it. When I went back, of course, he was not there, and had no choice but to accept what they gave me.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/31/2022

  Dear BBB,
  
  Our office understands our customers views. Unfortunately,our position as outlined previously remains unchanged. However, as a 1-time gesture of good will, we will authorize a refund of the transportation fee of $99.99 to settle this claim. Please allow up to ***** business days to process.
  
  We trust this has brought this claim to a close.
  
  Thank you,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 11/11/2022

   
  Complaint: 18039444
  
  I am rejecting this response because:

  I am accepting your offer to refund the $99.99 but would like to know how this refund will take place and when it will be received.

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

  

  Business Response

  Date: 11/15/2022

  Dear BBB,
  
  We are in receipt of the latest inquiry.
  
  Our office has submitted the refund paperwork to our accounting office in order to process the transportation cost refund as explained.Refunds take up to ***** business days to process to the card used at the point of sale and 1-2 billing cycles to show on said card statement
  
  Thank you,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 11/15/2022

   
  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:09/15/2022

  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.

  Sir/Ma'am,On or about March 2021 I purchased bed room furniture from Room-to-Go that totaled in upwards of $4,000. Upon the furnitures arrival we noticed that the drawers were difficult to open and close, we contacted the company and discovered a piece know as gliders were needed for proper function of the drawers. Since that time we have been in contact with Rooms-to-Go which told us the parts were ordered and we would be notified once they were received. As of September 2022 we have not been made whole with our purchase, Rooms-to-Go has had a nonchalant attitude and approach to customer service which is frustrating to say the least. Myself and my husband are truly disappoint by the way this matter has been handled and are seeking resolve. There is no reason for a customer having to wait this long to have an issue resolved however, I foresee the organization relying on the Covid 19 pandemic as an excuse like many organizations in todays climate of poor customer service. Any assistance in this matter is greatly appreciated as it is our wish to resolve this matter quickly and prevent another family from dealing with the hassle of malfunctioning furniture. Despite sounding like a simple problem, not being able to open and close the drawers easily are causing undue stress on the nobs which are falling off when pulled with force and is not covered in the warranty as we found by notifying Rooms-to-Go of subsequent issues surrounding the matter. Thank you again for your time and attention in this matter.V/r *******

  

  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 any issues with the furniture and service.

  Our office sent an e-mail to our customer.  At this time, we had not received a response.

  We have reviewed their file and do see parts had gone out recently.

  Once our customer receives them, please have them contact our *********** at ************** to schedule a technician to install the parts and also check out the

  drawers on their units.

  We trust this is being handled unless we are otherwise notified.

  We thank our customer for their business.

  Sincerely,

   

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

  Presidential Assistant

   

• Initial Complaint

  Date:09/14/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a *************************** leather living room set which was delivered on June 30, 2021. The price of this living room set was $4,092.73. I also purchased at that time a matching *************************** PWR recliner for and additional *******. Both of these purchases included their Fortegra 3 year Guard it furniture service contract. I called their **************** for minor damages that were incurred on my sofa and they did not want to cover a puncture/scratches that were advertised to be covered. My experience with their **************** contract was so bad that I cancelled that coverage on a new *************************** City Sleeper that I purchased in June of 2022. What happened was they cancelled the Fortegra on my previous purchase of the *************************** living room which I have paid for, I only asked for the Fortegra account be cancelled on my new purchase.I wanted to file a claim on my recliner sofa which was supposed to still have this horrible Fortegra 3 year Guard it furniture service contract since the recliner portion of the sofa is not functioning and that is when I found out that this was also cancelled even though I have paid for this coverage. I called the store and spoke to "*****" 3 times who stated she was emailing the customer service manager to call me, The customer service manager has not called me and it has been almost 2 weeks. Today I called the store Manager named "****" and have not had this resolved! I have spent a lot of money in this store and am appalled at the lack of concern they have shown! No one will give me last names so I only can refer to them with their first names, not a very professional crew there.

  

  Business Response

  Date: 09/22/2022

  Dear BBB,

  We are in receipt of this claim.

  On behalf of Rooms To Go, please express our apologies for any confusion regarding the Fortegra Extended plan.

  We reviewed our customer's file.  The Fortegra was only cancelled on the Sleeper.  The Fortegra is still in tact for the Sofa, Loveseat and Recliner.

  We are aware there is a pending service on 9/28 to evaluate and resolve the mechanism issues.

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

  Sincerely,

   

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

  Presidential Assistant

   

  Customer Answer

  Date: 09/29/2022

   
  Complaint: 18025627
  
  I am rejecting this response because: they have not yet had a technician come out to my home.  They cancelled yesterday's appointment because of the storm; (even though the weather was fine here) and now I have to wait an additional 2.5 weeks to get someone in here. The next scheduled appointment is October 12th, 2022
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 10/04/2022

  Dear BBB,

  We are in receipt of this latest response.

  For the protection of both our customers and RTG personnel, all services and deliveries for 9/28-9/29 were cancelled due to oncoming Hurricane *******

  Regretfully, we have no control over acts of nature or where they will land.  

  Our customer is currently scheduled for the next available service date of 10/12/22.

  Once the service takes place and the report is reviewed by Fortegra, our customer will be contacted.

  We thank our customer for their patience.

  Sincerely,

   

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

  Presidential Assistant

   

   

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18025627
  
  I am rejecting this response because: I will wait to see the outcome of this scheduled evaluation of my couch. At that time I will certainly respond regarding their Fortegra service.
  
  Sincerely,
  
  ***********************************

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 18025627
  
  I am rejecting this response because:

  Update on Rooms to Go issues.

  They sent a Technician on October 12, 2022.  The technician saw that the frame of the couch and the mechanisms on both sides of the couch were broken.  He stated that unfortunately this happens, he said that it would be a lot of work to replace those mechanisms and did not believe they would attempt that kind of repair in my home.  He stated that if they still had this couch in stock they would probably replace it.  2 weeks later I reached out again to find out what the outcome was. They told me in a very vague explanation that they would order all the parts for both sides of the couch and once it was received I should call them for a tech to come out.  They also said that if they were unable to get the parts then they would be replacing the couch.  Again another two-weeks have gone by, I still have a broken couch and it does not appear that anything is in the works to resolve this.  I want this couch repaired or replaced, and it is not in any condition to be used.  Please reopen my complaint as they have just kicked the can down the road. 

  Thank you

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

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

  

  Business Response

  Date: 11/09/2022

  Dear BBB,

  We have received the latest response.

  Our office revisited their file.  We have been made aware an exchange was generated to resolve their issue.

  Due to back order, it is currently scheduled to be delivered on December 7, 2022.

  We trust this issue has been resolved.

  Thank you,

   

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

  Presidential Assistant

  Customer Answer

  Date: 11/10/2022

   
  Complaint: 18025627
  
  I am rejecting this response because:

  I am waiting to see if they will replace the broken sofa with a new sofa with the same make, color and style that I have here, and if they will do that on the promised date of December 7th. I will be certain to follow up with the BBB as to the satisfactory resolution.

  Thank you BBB, without your assistance I do not believe this would be handled properly.
  
  Sincerely,
  ***********************************

  Customer Answer

  Date: 11/11/2022

   
  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 with the understanding 

  they will replace the broken sofa with a new sofa with the same make, color and style that I have here, and if they will do that on the promised date of December 7th. 

  If this is not the outcome I understand I can reopen my complaint with BBB.

  Thank you BBB, without your assistance I do not believe this would be handled properly.

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

  Customer Answer

  Date: 11/11/2022

   
  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 with the understanding 

  they will replace the broken sofa with a new sofa with the same make, color and style that I have here, and if they will do that on the promised date of December 7th. 

  If this is not the outcome I understand I can reopen my complaint with BBB.

  Thank you BBB, without your assistance I do not believe this would be handled properly.

  
  

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

• Initial Complaint

  Date:09/14/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought alot of furniture from them and ended up cancelling part of my order. I was first told that i would get ****** back in cash and ****** in a credit. Then a few weeks later i was told they would only give me an instore credit of 600 and would apply the 248 to my account. This was done supposedly on july 11. Here we are over 2 months later and i still do not have my money credited to my ******* credit account. I was forced to use an in store credit on furniture i did not want and it arrived damaged. Now i have to wait til november for a replacement and i still have not got my credit and being given the run around

  

  Business Response

  Date: 09/23/2022

  Dear BBB,

  We are in receipt of this claim.

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

  Our office forwarded the claim over to our Accounting department.  According to the Accounting Supervisor, all the monies have been refunded.

  Our customer has also disputed with their ***************.  Rooms To Go has provided documents to the *************** and 

  they have also confirmed that the account is correct.

  Should our customer require further clarification, they are welcome to contact the *************** or visit the originating showroom and they can go over the figures with them.

  There is no further action on the part of Rooms To Go.

  We consider the claim settled.

  Thank you,

   

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

  Presidential Assistant

• Initial Complaint

  Date:09/13/2022

  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.

  Originally Rooms To Go offered a " no interest/ no fee" lending option for the purchase of my mattress. I was very specific with the person I spoke with at Rooms To Go and the person they had me speak to on the telephone at their store prior to my purchase, " the only reason I was accepting the no cost loan was because there we no costs of any kind". Since that time they have attached fees to the loan. I have for months requested that they explain why they are charging me this cost. When speaking to representatives at least eight times, they all respond the same. They state" they do not understand my question" . They cannot help me unless they understand. What else can I do but speak slow and clear to the telephone helper each time. I should never have to call a company eight times to resolve the same compliant. I'm requesting to be reimbursed 100 percent from all charges.

  

  Business Response

  Date: 09/14/2022

  Tell us why here...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 they may have had regarding their finance account.
  
  Please understand that Rooms To Go is solely the retailer. The customer chose to finance their ******************** with Synchrony Finance. Once the customer fully executed the paperwork at the point of sale, Synchrony paid us when the customer received the ******************** on 9.29.21. Unfortunately, we do not have access to their financing account nor records. Therefore, the customer will have to direct this complaint to the finance institution as this is out of our jurisdiction.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant