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

  7035 US Highway 19 N Pinellas Park, FL 33781-4609

  
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  Rooms To Go

  4800 S Cleveland Ave Fort Myers, FL 33907-1320

  
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  Rooms To Go

  11301 Carolina Place Pkwy Pineville, NC 28134-6323

  
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  Rooms To Go

  8620 Jw Clay Blvd Charlotte, NC 28262-8418

  

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:09/12/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two dressers from Rooms to Go online on 3/13/22 (Order # *********) and had to wait 5 months for the shipment. When the shipment arrived in August, it was damaged. I contacted Rooms to Go at the customer Care number and was told I would get a call back with a delivery date the following week with an exchange. I did not get that call back and when I contacted them again I was told I had to wait an additional month and a half to have the defective furniture exchanged. I have had enough. According to the warranty, I am entitled to a refund if the request is received within the warranty period. I do not wish to wait another month to be disappointed again. Please send the refund and I will purchase replacement items elsewhere.

  

  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 problems with their chest.

  Our office has reviewed their file.  We are aware an exchange was provided on 9/22/22 for both chests.

  Per drivers log, the exchange resolved the issues.

  We thank our customer for their business and consider the claim resolved.

  Sincerely,

   

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

  Presidential Assistant

   

• Initial Complaint

  Date:09/12/2022

  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 ordered a table from Rooms to go in **** ** back in March. One month before that I had purchased a bed. After I had purchased the bed the salesman told me I could get credit for the mattress that I had purchased 4 years earlier and that they would send someone out to look at it. The tech came out and said the mattress was damaged. My husband asked if they were going to pick it up he said no do whatever you want with it. Since the mattress was no good and we recently purchased a new one he took it to the dump. I decided to purchase a new table in March and use the credit of $490 they gave me for the previous mattress. They finally brought my table out on 9/9 after 8 months of waiting. When they got to my house they stated they had to pick up the mattress. A king size mattress that I had already disposed of or they could not leave the table. I asked them (So they go around picking up mattress with new furniture on the truck).?What if it had bed bugs or fleas. This cannot be legal. I did not have the mattress so they told me I could not keep the table and refused to even let me pay the full price of $1200. After 8 months I still dont have a table and rooms to go is picking up old mattress and the delivery man said they resold them. Something needs to be done about this. Thankyou

  

  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 misunderstanding regarding a reselect.

  Rooms To Go protocol is like all retailers.  If a product is faulty, it needs to be returned in order to receive a refund or an exchange on same product.

  in the best interest to resolve, as a one-time courtesy, we have handled the situation internally.  A CM has been created that customer can use towards the purchase

  of a dining room set.

  We have reached out to our customer and provided the information to them.

  We thank our customer for their business and consider the matter resolved.

  Sincerely,

   

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

  Presidential Assistant

• Initial Complaint

  Date:09/09/2022

  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 bedroom set from Rooms To Go in April 2022 and was told it would not be delivered until August 2022. Upon delivery of the set the dresser was damaged and I have went through four different deliveries and still have a damaged dresser. On every occasion with talking to Rooms To Go customer service I was told they would check the dresser in the warehouse before the delivery to make sure it wasnt damaged and on each scheduled date I still got another damaged dresser. I have talked to the manager in the store I purchased the bedroom set in ***** ******* and all he did was contact customer service who scheduled a fifth appointment for delivery. I have been refused a refund from the manager in the ***** ******* store and I have to keep taking off work to wait for these deliveries that have come damaged every time. **************** keeps telling me they will talk to management in the warehouse and delivery company on each occasion and I still keep getting damaged dresser. No one in management takes into consideration all of the days I have had to take off of work to wait for these deliveries for the item to be damaged and I am currently paying on this furniture that I cant use due to the damage.

  

  Business Response

  Date: 09/20/2022

  Dear BBB,

  We are in receipt of this claim.

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

  Our office will be investigating further with our warehouse Quality department.

  As a good will gesture, RTG has provided accommodation.

  We are also aware a reselect is being done on the dresser and mirror.  The new selection is scheduled to be delivered on 9/23/22.

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

  Sincerely,

   

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

  Presidential Assistant

   

  Customer Answer

  Date: 09/23/2022

   
  Complaint: 18003055
  
  I am rejecting this response because:

   

  I, ************************* reject the response to RTG because I received another damaged dresser today after five deliveries. Since RTG cannot provide a new dresser that I am currently paying for I request a refund. The dresser delivered today was a different dresser from what was originally purchased and it still was damaged. I also request compensation for the five times I have stayed home from work without pay to await damaged goods. This type of business transaction is unacceptable and should not be tolerated by such a lucrative company as RTG. I suggest management address this issue instead of keep requesting the customer await another delivery.  Attached are pictures of what the box looked like when it arrived at my house and the leg of the dresser was damaged. Thanks 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/12/2022

  Dear BBB,

  Our office communicated with our customer concerning the mirror and dresser.

  We have complied with our customer and the dresser and mirror are being picked up on 10/15/22 for a full refund.

  We trust this claim has been resolved.

  Thank you,

   

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

  Presidential Assistant

   

  Customer Answer

  Date: 10/14/2022

   
  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:09/09/2022

  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 a couch and loveseat from Rooms-to-Go in March 2021. The set was delivered April 2021. Rooms-to-Go also sold me a 3-year protection plan through Guardian. They convinced me to purchase this plan at $189 per piece of furniture because they indicated it would cover any repair or damage in. 3 year period. Im filing a complaint because this is fraudulent product and Rooms-To-Go is deliberately misleading customers in order to make a sale. Every time I call Guardian, they simply say sorry wear and tear is not covered.Im extremely disappointed in Guardian Protection Plan and I would like my money back since they state this is not covered. In addition, Rooms-To-Go charged me almost $5000 for product that is now pealing. If I pay that much for a couch and loveseat, I expect it to last longer than 1 year before pealing. I tried to resolve this issue directly with Rooms-to-Go on **** when I spoke with the Assistant Manager and shared the aforementioned information. He promised to call me back with a resolution by 9-1-22, but once again I received poor customer service and no call back. Shame on you Rooms-To-Go for lousy customer service to dedicated customers like me.

  

  Business Response

  Date: 09/16/2022

  Dear BBB,
  
  We are in receipt of our customers complaint.
  
  Rooms To Go offers a 1-year warranty for manufacturers defects as stated on the terms located on their purchase receipt. This expired as of 3.18.22. Our customer purchased the extended service plan powered by Guardian. Their guidelines of the coverage are clearly outlined under the website referenced on said invoice. Customers are also welcomed to review them at their convenience and ask any questions prior to purchase.
  
  Regrettably, wear and tear or consequential damage is not covered under the warranty nor the service plan.
  
  However, they may send your office clear and complete pictures of the sofa and loveseat. We will need to see overall front, back and lateral views not just close **** Our office would like to see what exactly the issue is before any decision is rendered.
  
  Thank you for your time.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant 

  Customer Answer

  Date: 09/16/2022

   
  Complaint: 17937096
  
  I am rejecting this response because:  I paid for a 3 year warranty for high ticket item which clearly has defects and rooms to go refuses to even call me to discuss.
  
  Sincerely,
  
  **********************************

  

  Business Response

  Date: 09/21/2022

  Dear BBB,
  
  Our office understands our customers views. Unfortunately,our position as outlined previously remains unchanged. The customer will be contacted once the requested documents are received and reviewed with the service manager and Guardians liaison.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 09/22/2022

   
  Complaint: 17937096
  
  I am rejecting this response and I expect a follow up call from Rooms to Go.
  
  Sincerely,
  
  **********************************

• Initial Complaint

  Date:09/08/2022

  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 bought my kids a bunk bed and received the bunk bed in March of 2020. While buying the bed my husband and I constantly made sure that this bunkbed would come apart and make 2 twin bed and we were told yes. I also asked if everything we needed to do that would be with the bed and was told yes. I am now ready to split the bed into two and can't because I'm missing the end panels. I went to rooms to go's website and did the online chat and was informed to contact the store where I bought the bed because the panels I need should have come with the bed. I've called the store was told a technician needed to come and then was contacted by the technician department and told it's been to long that they can't send anyone. Called the store got another story and my husband went into the store and was told that because we went through there finance (acceptance now) that we didnt buy the bed from them so they couldnt help, my husband then told him that didnt make sense, all our paper work said rooms to go that how they received the money didnt matter they still go paid ,the manager then changed his story to only a small discount that we would have to pay. I called the corporate phone number told to go through my extended warranty, called fortegra and was told they couldn't help me , got transferred back to rooms to go where they also said there was nothing they could do. They all made me feel like I'm in the wrong. All I want to do is split my kids bed apart. I can't do that with out the end panels, the one piece I have doesn't come apart and rooms to go just keeps passing me along to someone else. No one will replace the missing end panels that never came with the bed!

  

  Business Response

  Date: 09/16/2022

  Dear BBB,
  
  We would like to express our apologies, for any misunderstanding our customer may have had regarding their purchase.
  
  Our records reflect they received the furniture they paid and signed for on 3.24.20. We do not show they purchased 2 twin beds. They purchased and received all the pieces of the bunk bed package. The unit may be transformed to 2 twin beds at their option given they purchase all the pieces to do so. Product details and pricing information is available on placards at our showroom locations and on our website for our customers convenience. Had all the parts for said transformation been requested at the point of sale, the customer would have paid the purchase price at that time. Their invoice does not show they did so.
  
  With respect to their situation, we have reviewed the account and have reached out to the store manager regarding this matter. The end panel the customer is wanting does not come as a part. It is a skud item that is purchased. We have been made aware that it is currently available. As a gesture of good will, the store manager offered the customer free delivery of said product. However, they rejected the offer.
  
  Although we sympathize with their concerns, we would be unable to give the customer product they did not pay for due to the reasons explained herein.
  
  Thank you,
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  Date:09/08/2022

  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.

  Order Number: 17228262I Price: $4,168.78 Issue: ******* Metal 3 Pc Table Set was never received and you people are IMPOSSIBLE to get in contact with about this! My order was delivered in July and I had two men come in and bring a massive furniture set (*************************** Home Metro Way Sapphire Microfiber 3Pc Sectional). It was amazing and beautiful and I still love this furniture set. I was overwhelmed by how big the set was, they took a picture of it (for proof of delivery), and they left. Soon after they left I realized they never delivered my ******* Metal 3 Pc Table Set. This small table set is worth $895. So since July, I have been trying to call customer service at the number provided on my order detail email but also on their website (online purchase customer service number) but I literally wait minutes and hours on end for somebody to pick up the phone, regardless of if I call right in the morning or if I call at night. It's almost like they recognize my number and do not want to give me a refund for my tables. I know for a fact that because the gentleman took pictures of only the sectional there is PROOF my tables were not delivered. They have no evidence that the tables were delivered and those tables have made me broke, just like the couches. The only difference is, I don't have the tables, Rooms to Go has a DEAD customer service email address that I tried emailing in August even though it too is advertised, and nobody can answer the phone about a refund. It's funny because they gave me a refund on an order that couldn't be fulfilled before, so why is everyone ignoring me now that I need a refund on something that was NEVER given to me? The men who were delivering probably realized it was in their truck and never bothered to tell anyone. I have lost almost $900 and I am livid. I need the money back and I am not waiting any longer for the tables. Please address the situation. And please have legit customer service reps...

  

  Business Response

  Date: 09/15/2022

  Dear BBB,
  
  We are in receipt of this customers claim.
  
  On behalf of Rooms To Go, please express our apologies to our customer for any inconvenience they may have experienced.
  
  In regards to their situation, we are concerned by the allegations expressed. Our records reflect no communication received via phone,email, chat or with the online store since the order was delivered on 7.08.22 to date. In order to investigate and address the matter, please have the customer send you copies of their email correspondence.
  
  A follow up will be sent once we have reviewed the documentation requested.
  
  Thank you,
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  Date:09/08/2022

  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 have received a damaged couch x 4, rtg is refusing to refund my money, allow me to buy anything less than original purchase price of *******, if the amount is greater I am responsible to pay purchase price difference. this has been an inconvenience multiple times, they arent cooperating with the damaged items after 4th replacement. they will not even offer a discounted price.

  

  Business Response

  Date: 09/21/2022

  Dear BBB,

  We are in receipt of this claim.

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

  Our office has reviewed their file.  We are aware the store authorized a return of the living room for a full refund.

  The merchandise will be picked up on Friday, 9/23.

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

  Thank you,

   

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

  Presidential Assistant

• Initial Complaint

  Date:09/08/2022

  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.

  In June 2022, we placed a large order for furniture (worth close to $20,000), with delivery scheduled for September 10th. One week before the scheduled delivery date, I noticed a new order had been placed under my profile with a November 17 delivery date when I checked the order status online.When I got in touch with the roomstogo store where I made my real purchases, I learned that the new order was made by the customer service staff by dividing my primary order into two because the dining table set was out of stock.If I hadn't looked up the order status online, I would not have known because it was never mentioned to me.This happened on August 17th and if they had informed me sooner, I might have arranged an alternate route before moving into my new residence.The demeanor of the "************" store manager was the most disappointing aspect. He said, "They can't do anything about this and the ************ I have are to either wait until November or cancel the order and order another set that is presently in stock." I don't know how customer service representatives could not even comprehend the agony of choosing all matching furniture for a brand-new home, only to then request that the customer choose something else that is currently available one week before to delivery.

  

  Business Response

  Date: 09/14/2022

  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 experienced.
  
  With respect to their situation, we regret contact was not made when the backorder of the dining table was discovered. Our records confirm our warehouse team attempted to reach the customer at both primary and secondary #s on 8.17.21 to advise of the backorder with no success. The manufacturer provides us with a proposed shipment date and that is how their order was dated at the point of sale. Due to this global pandemic, shipments are still delayed.Please keep in mind all businesses including manufacturers affected either stopped or slowed production of product. This is industry wide not just with our company. In view of the issue, we show the store was also made aware and $100.00 was refunded back to the credit card for the wait.
  
  If customers do not wish to wait for the rescheduled delivery date, they are then offered an alternative option to reselect to another set of equal value or cancel.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant
  

• Initial Complaint

  Date:09/08/2022

  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.

  Date of transaction 07/04/2022 8 Chairs and Dining Room Table All furniture was damaged upon receipt. Contacted Rooms To Go customer care immediately as the driver of the delivery stated that they had to leave the furniture with us and could not take it with them. Rooms To Go has attempted now to replace the table 3 times and each time the item delivered was damaged. In addition to the tables being damaged, attached are also pictures of the chairs that were received damaged. After the first and then the 2nd attempt to deliver the tables that were damaged, Rooms To Go stated their policy was to send a technician out to our home to inspect the furniture and determine if it was a manufacturing issue or something else. This was not acceptable and we escalated the issue with a supervisor at customer service. The supervisor agreed to waive this policy and assured us they would send another table (3) this time and would inspect it first at the warehouse before delivery. The delivery date was 09/07. The delivery person came and the table was not inspected prior...once again the table was damaged. We did not accept delivery again. We contacted Rooms To Go again and they stated they have a NO REFUND policy and offer an exchange or repair. It's now been 2 months from the sale date, we have received 3 damaged tables and 7 damaged chairs. They are scheduled on 09/16 to deliver table number (4) and on 09/22 to deliver another 7 chairs. This entire experience and the rudeness of the supervisor (*****) were simply appalling. We tried on several occasions to reach anyone at the corporate office of Rooms To Go to get this situation escalated, without any success, other than being transferred from one department to another despite asking to speak to *************************** or his assistant. My wife and I were unaware of this no-refund policy and we never wanted to take possession of damaged goods. Sending damaged goods with expectations of "satisfactory" is simply not acceptable.

  

  Business Response

  Date: 09/19/2022

  Dear BBB,
  
  We are in receipt of our customers claim.
  
  On behalf of Rooms To Go, please express our apologies to our customer for any inconvenience they *** have experienced with their delivery.
  
  Rooms To Go prides itself in excellent customer service,henceforth; it is unfortunate to be made aware of the allegations expressed in our customers letter. Unfortunately, there *** be times damage *** occur in transit that is beyond our control. In view of this, we have the capability to take care of a situation via service or replacement as part of the customers warranty we offer.
  
  We have been made aware that a new dining table was delivered on 9.16.22 with no further reported issues. Chairs were scheduled with the customer.Delivery is set to be completed on 9.22.22 in order to finalize their situation.
  
  Thank you for your time.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 09/20/2022

   
  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, although I find this entire process exhausting. It should not take 4 deliveries to receive what was promised and almost 3 months elapsed with scheduled time off work to receive what was only a misrepresentation of goods. Let's hope the scheduled replacement of our chairs don't go down a similar path as our dining room table!
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:09/08/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I said on my last complaint that I wouldnt purchase anything else from RoomsToGo, but they resolved my last issue so I am here again after giving them another chance. Ordered living room furniture set on 8/30/2022. Set was delivered to my ******* address on 9/6/2022. Upon opening the box for my coffee table tiles, there shouldve been three tiles, but there was only one tile and it was broken. I called customer support and they asked for pictures, which I sent. The only option for me is to wait another eight days for a delivery of the tiles. I offered to go in-person to warehouse/store to pick up the tiles but was refused. While I appreciate the exchange, waiting another week is inconvenient for the amount of time and money already spent.

  

  Business Response

  Date: 09/20/2022

  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.

  Our office has reviewed their file.  We are aware an exchange on the table was done on 9/15/22.

  We thank our customer for their business and consider the matter resolved.

  Sincerely,

   

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

  Presidential Assistant