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

  
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  Rooms To Go

  1821 W Brandon Blvd Brandon, FL 33511-4811

  
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  Rooms To Go

  3520 Tamiami Trl N Naples, FL 34103-3703

  
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  Rooms To Go

  4315 E Independence Blvd Charlotte, NC 28205-7401

  
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  Rooms to Go

  460 S College Rd Wilmington, NC 28403-1604

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:09/07/2022

  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.

  After spending $1367.45 for a NEW couch, Rooms-to-Go sent me a couch with a tear on the back left side of the couch. Other than the tear, the couch appeared to be in NEW condition. After reporting the issue, the offered to send me out a replacement which I accepted. Upon receiving the NEW replacement couch, I noticed that there was clearly wear on the arms (Wrinkles) of the couch like it had been sitting in storage and/or switched with another return that someone had sent back. Specifically, you can see a clear difference between the arms in the images of the first couch and the NEW couch they sent. On the original order, the first couchs arms were clearly new and unused. However, on the replacement couch there was very noticeable wear on the arms, with stains on the right side of the couch, and also wear on the middle cushions. When they called me on Saturday, I explained to them the situation. The customer service rep acknowledged that many clients have noticed this before - when they get a replacement, the item is different in some major respect (i.e. stitching, filling of couch, and overall quality). That being said, she said that since my couch was already replaced, that they couldnt send another replacement. Instead, offered to get a couch equal or greater value. Which I declined. I want the couch that I paid $1367.45. Instead of offering to ensure I got an actual NEW version of what I ordered, they acknowledged basically they couldnt do that. If you cant give customers a NEW product, you shouldnt advertise that as such. If I wanted a used couch, I would have gone on *********** They then offered to send a tech out to check the couch and if warranted to get another replacement. I NEVER HEARD BACK after they promised to set up the date. I honestly either just want my money back for the new couch I never got, or actually receive the NEW couch I ordered. Not a replacement couch from some other customer they also swindled into buying a NEW item.

  

  Business Response

  Date: 09/19/2022

  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 they may have experienced.
  
  Please note that the furniture sent out to the customers home is new furniture. We do not send out used merchandise out for delivery. In regards to their concerns, our office will be investigating the matter with our warehouse manager. Steps will be taken should it be deemed necessary.
  
  With respect to their situation, we have been made aware that a service is scheduled to evaluate the current furniture in the home regarding the customers concerns. It was scheduled on 9.03.22 for service on 9.22.22 for further review.
  
  Thank you for bringing this matter to our attention.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 09/19/2022

   
  Complaint: 17926899
  
  I am rejecting this response because: *********** is lying. First of all, they never gave me a set date for a technician to come out like they are indicating and like they promised. Total radio silence. They are also lying about not sending out used furniture that has been previously rejected by other customers. In fact, on the recorded line that agent assisting me claimed there was "no short work flow" which usually to them internally indicates this practice goes on at Rooms to Go. I either want a 1) refund for the couch or 2) I want an actually NEW couch delivered and the packaging opened in front of me. The table they sent me was opened up out of the package and the empty packaging was taken back with the deliverymen. The couch was not delivered in any sort of packaging and had clear signs of wear, use, and stains. This is completely false and fraudulent to suggest otherwise. The couch arms should noticeable wear (see image) vs the first couch (other image on original BBB complaint) I was sent that had the tear. I want either a full refund including the delivery fees and all applicable restocking fees waived - or - I want a NEW couch (like I paid $1,367 for CASH) delivered / exchanged and opened in front of me. If they can't do this it just shows this is a fraudulent bait and switch practice going on and I will take this as far as it needs to go to prove it. Let me know what you want to do. Thanks
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 09/27/2022

  Dear BBB,
  
  This is in response to the customers rebuttal.
  
  We regret the replacement product was damaged upon exchange;however, we do not redistribute used furniture. In general, exchange items are taken out of packaging for inspection prior to loading which is why it did not have any plastic wrapping or packaging of any kind.
  
  Our online complaint office has advised they have been in communication with the customer. The service was missed. In view of this they have authorized an exchange in the interest of settling this complaint. It is scheduled for the swap on 10.08.22. The customer has been provided the details of this transaction.
  
  Thank you,
  
  
  ********************
  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. However, if the exchange they provide on October 8, 2022 is also damaged, it will not be resolved and will be requesting a full-refund at that point. I request that the BBB's involvement continues until after the 8th and the exchange of the defective exchanged product to ensure that it is actually resolved. Thank you
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 10/11/2022

   
  Complaint: 17926899
  
  I am rejecting this response because:

   I just wanted to let you know Rooms to Go delivered a defective item (again). The box it arrived in showed up damaged with clear signs of wear and was even marked 1/26/22. If they want to resolve this, I requested a new item from the manufacturer, not a couch that has been sitting around on its side in a warehouse since January. This is unacceptable. They recently indicated Available Now for having the item in stock on there website after it wasnt listed in stock until I made my allegations of them outsourcing their furniture and selling the furniture as new. Either way, they have actual new items in stock and they still thought they could get away with sending me an item thats been sitting in their warehouse for months (that someone else also probably rejected). Now one of the arms was slightly improved, but the other arm was not and had the same issue as this couch. The driver even showed me a seam on the arm they can cut into to make alterations as needed and suggested that this couch was sitting on its side for an extended period of time. I am quickly exhausting all of my options with them and will start looking at other federal regulatory options and disputing the charge all together with ***** Fargo. At this point, I either want a brand new couch (that is actually new and not sitting around a warehouse) that I paid $1,367 cash for or I want a refund. This is beyond absurd and I dont think a reasonable person would think of this behavior as any less of harassment (and fraudulent). Please let me know via email the options. I want this documented and will not be available to speak on the phone given my schedule and LSAT test this week. They are not resolving this in good faith. Thank you.
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/18/2022

  Dear BBB,
  
  Our office has reviewed the delivery companys manifest and show no issues with the furniture delivered on 10.08.22. Please have the customer provide pictures of the issues they refer to in their rebuttal including that of the date they claim was on the packaging as well as the box itself for further review.
  
  Thank you,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 17926899
  
  I am rejecting this response because: the box itself said "January 18, 2022". The arms were still damaged on there left side from sitting around since January. I'll provide the pictures and then ill dispute it with ********** and leave a public review since Rooms to Go isn't proceeding in good faith. I want a new product you thieving commies. That or refund my money and come pick up this used piece of s***

  Either send me a new product like the first one - where the arms aren't damaged or I'm escalating this to the *** as well. Rooms to Go can and will be investigated to the fullest extent of the law for your documented trade practices. Other customers online show a similar experience and will give the evidence needed to bring a suit. If anything, look at what they advertise online and compare that to the arms on the past two couches.

  Do the arms look like the picture here? https://www.roomstogo.com/furniture/product/***************************-leather-reclining-sofa/15151854

  The first one did BUT IT WAS DAMAGED AND HAD A TEAR. I offered to keep it if you guys deducted money for the scratch - you refused so now make it right or don't - I don't give a s*** If not - no problem give me my money back then. But if not, you people will give me a NEW couch in good condition. 

  If my $1,367 couch doesn't look like a NEW couch and has damage on the arms - why would I accept it? Are you people that dumb (probably or you'd be doing something else with your life) to think I will accept anything less? Fix it or refund my money and come get this s*** box. Thanks

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

• Initial Complaint

  Date:09/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a section from rooms to go and after it being broken and not fixed 3 times I was given a furniture swap for equal or lesser value in December 2021. I chose a set that I was told was better quality and could withstand 350lbs of force. All furniture was delivered by January 2022. Upon delivery, the ottoman was damaged and they sent a replacement. The dustcover was damaged on that one so they came by and stapled it. This month, the couch that was supposedly better quality collapsed because the legs and center piece gave out. When I inspected it myself, the bottom board that connects to the where the feet are located are held on with what looks to be long staples. RTG sent out a tech who only fixed the legs because the center slat apparently wasnt mentioned when I filed a work order (it also has a leg on it). Contacted rooms to go and the lady said she would send someone out to fix it. The living room furniture is of horrible quality for the price I paid. The cushions slide around and are constantly lopsided. I am very unhappy with the service Ive received. I should be able to enjoy my furniture for the cost.

  

  Business Response

  Date: 09/21/2022

  Dear BBB,
  
  We are in receipt of your letter to our office.
  
  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, it is being reviewed with the corresponding departments.
  
  A follow up will be sent once matter(s) are concluded.
  
  Sincerely,
  
  ********************
  Presidential Assistant

  

  Business Response

  Date: 10/11/2022

  Dear BBB,

   

  This is a follow up to our previous response.

   

  In regards to our customers situation, we have reviewed their account and technicians findings in its entirety. Our records reflect a qualified technician went to their home and deemed the current sofa was free of any vendor related issues.

   

  However, we have been made aware the customer was authorized to reselect the **** living room pieces in the home to a different living room seating or grouping of equal value as a courtesy. Our records reflect the new product is scheduled to be delivered on 10.19.22 and the current pieces will be picked up at that time as well.

   

  We trust this claim is settled.

   

  Thank you for your time.

   

  Sincerely,

   

   

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

  Presidential Assistant

• Initial Complaint

  Date:09/07/2022

  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.

  My Wife and I bought an adjustable base and mattresses from Rooms To Go and was assured by the salesperson that our old mattress and box spring would be picked up and discarded by the delivery company. The delivery people informed us that they would not be taking our old mattress and box spring because it was not in good condition. This was not explained to us verbally, nor in writing. Needless to say, we are not happy and insist that Rooms To Go do as they promised. Nothing less will be acceptable.

  

  Business Response

  Date: 09/16/2022

  Dear BBB,
  
  We are in receipt of this complaint.
  
  On behalf of Rooms To Go, please express our apologies to our customer for any inconvenience they may have experienced.
  
  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: 09/17/2022

  I do not have the order number with me, I have just started my weeks vacation in *******. The primary phone number is ************. That is my Wife ***********************. If you need the order #, I will need more time to provide it when I get back home from vacation.

  Best Regards,

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

  

  Business Response

  Date: 09/19/2022

  Dear BBB,
  
  We are in receipt of our customers complaint.
  
  Please express our apologies, from our company for any misunderstanding or inconvenience.
  
  With respect to their situation, we understand that a request to take old bedding was made by the store. Please note this is a solely a request and not a guarantee as the delivery company is not a hauling company.The delivery company will, in most cases, allow the drivers move the customers old product to a different room on the same floor or to the curb. If requested,they will take old bedding with them on the scheduled delivery date as long as it is in sanitary conditions. We have been informed the old bedding was not in sanitary conditions.
  
  The above stated information is not available on the customers purchasing contract as delivery an optional service we provide our customers that do not pick up their own furniture from a designated location. They pay a fee for delivery and set up if applicable.
  
  Although we sympathize with this matter, we would be unable to comply with their request due to the reasons explained herein.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  Date:09/07/2022

  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.

  Ordered $8,500 worth of furniture. Original bedroom furniture delivery scheduled 8/16 & changed to 8/19. Delivery had wrong headboard and bed could not be assembled. Rescheduled for 9/2 with correct headboard, causing another 2 week delay. Delivery occurred but found that footboard hardware was missing from the previous delivery. Told by supervisor they would "overnight" hardware and to call when it arrived and they would schedule an assembly the next day.Hardware didn't arrive overnight and 4 days later still no hardware. Now waiting to speak to another supervisor.******** was having ******************** delivered to an Assisted Living facility and was delayed moving in because he had no bed to sleep in and has been staying in a hotel. This is horrible customer service!!! ******************** shouldn't promise things they can't deliver. Still waiting on hardware 4 days later!!!! I am disgusted and will never use Rooms to Go again. Now they are offering to just exchange the footboard and have new one delivered with hardware on 9/16. That means there was a delay of one month for delivery. This is not satisfactory and terrible customer service!!!

  

  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 any inconvenience caused.

  Our office will be investigating the issues further with the corresponding delivery manager.

  We have reviewed their file.  We are aware the footboard is scheduled to be delivered this Friday, 9/23.  We have also reached out to our Parts Manager to make

  sure hardware is being sent to assure complete set up of the bed.

  As a good will gesture, one of the Floor Managers has provided accommodation for the issues.

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

  Sincerely,

   

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

  Presidential Assistant

• Initial Complaint

  Date:09/07/2022

  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 was misled. I worked with **** the sales guy. I tried every mattress even ones outside my budget. He advised Tempur Pedic was the top brand, I decided on Beautyrest with **** recommendation. I asked if they had a 90 trial like other stores, he said yes, you have to wait atleast 30 days to give the mattress a chance to break in. He advised when I first get the mattress it will not feel like the store sample, After reading the reviews on that Beautyrest. The next day, I went back to upgrade to a Tempur Pedic Adapt medium, which was $1100 more than the Beautyrest. After 30 days the mattress was still firmer than I like, I called customer service, I advise I would like the softer version of the brand I have, she advised the store can assist me with any concerns. I decided to wait another 2 wks in hopes the mattress would break. After the 2 wks, I called the Colony store, spoke with ****, told him I wanted a softer version, he advised the Adapt doesn't come in the softer version, the next level in soft is $1000 more. I told him I can't afford another $1000. He advised if I can't find an exchange I like, I can get a refund that they would not stick me with a mattress I can't use. I told him that I tried all of your mattress which is why I upgraded to the top brand of Tempur Pedic. He said he was going to speak to the sales guy and manager and call me back. Several days went by no return call, I called back, told ********** found and purchased a softer Tempur Pedic in my price range elsewhere and need to schedule a return and refund , he stated he didn't advise I could get a refund, his boss ***** was very rude, he said they were not going to take a loss for me picking the wrong mattress that they will only do a return, I asked about the 90 day trial, he said RTG do not offer that. I asked for the District manager's name, he refused to give it to me. He said he finds it hard to believe his employees lied to me, I told him to listen to the call with ****, he refused.

  

  Business Response

  Date: 09/16/2022

  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 misunderstanding they may have had regarding their warranty.
  
  We have no trial comfort on any of our bedding. There is also no sales placard next to this particular bedding stating trial comfort.Their warranty only covers manufacturer related defects.
  
  In regards to their situation, they chose the current bedding in the home. Please understand that all bedding must be broken in to reach the desired comfort level, as it is brand new from the manufacturer. In general,may take 30 or so days to do so. Nonetheless, they were offered the option to reselect to a different mattress. We believe this to be a fair offer.
  
  Although we value their business and sympathize with their concerns, please understand we are abiding by the guidelines within our contract.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 09/20/2022

   
  Complaint: 17925544
  
  I am rejecting this response because:
  
  Complaint: 17925544
  
  I am rejecting this response because:
  
  Rooms To Go is providing false advertising in their sales pitch to lure customers to purchase a mattress. This person said I picked the mattress, DUH, if I purchased something that means I liked what I saw or felt in the store, that comment made no sense. NEVER was I told by the sales *************** that I could ONLY exchange if the product was defective. I asked questions about the 90 days trial period and was told *** offered it! HAD HE SAID ANYTHING OF THIS NATURE I WOULD HAVE WALKED OUT AND PURCHASED ELSEWHERE. He knew I had been shopping around for a mattress, so I guess he decided to LIE to get the commission. I was NEVER offered a full exchange at no additional cost for a softer version of the Tempur Pedic. They attempted to up sell for $1000 more. I advised I couldnt afford that. **** advised I would get a refund, that *** would never stick me with a mattress I couldnt use. He would speak to his manager and called me back. Within those several days of waiting for a call back to schedule the return pick up, I searched for a softer version of the Tempur Pedic that was in my price range of around $3000 which was the price I paid at *** and I was successful in doing so with another company. It wasnt until then that the obnoxious, rude and disrespectful manager ***** wanted to offer a price match, that should have been offered to me when I originally called instead of trying to up sell for $1000 more. I guess at that point all he was concerned about was taking a lose as he stated instead of honoring and doing right by his customer. Why attempt to take advantage of your customers hard earned money during the middle of a recession or even at all. I never would have searched for a softer version of the Tempur Pedic if *** would have offered a price match, again that makes no sense. This is a FRAUDULENT company and Ive told everyone Ive come in contact with NOT to purchase from ***. *** been advised to go to the media with my experience. INTEGRITY is everything, doing right by others is the only thing that will make a person or company successful! LYING, CHEATING AND STEALING IS NOT THE ANSWER *** and it will catch up to you, at some point! I pray no one else experience what I have. DO NOT BUY OR SHOP AT ROOMS TO GO, ESPECIALLY FOR A MATTRESS, GO TO A COMPANY WHO TRULY HONORS A TRIAL PERIOD, NOT ONES WHO WILL LIE, YOU HAVE BEEN WARNED!! I dont have $3000 plus to just throw away. The *** Tempur Pedic mattress is not on my bed, its in my closet collecting dust because Im STUCK with a firm mattress I didnt sign up for, what I thought I was purchasing in the store I never got that level of medium, so basically to sums up my experience with ***, they LIED and STOLE my money with FALSE ADVERTISING! *** SINCE YOU WANT TO HONOR FALSE ADVERTISEMENT, HONOR THE REFUND LIE YOUR EMPLOYEE **** TOLD ME AND SCHEDULE A PICK UP OF YOUR MATTRESS AND MY REFUND MY MONEY!! 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/26/2022

  Dear BBB,
  
  Our office understands our customers views. Unfortunately,our position as outlined previously remains unchanged.
  
  However, as a gesture of good will, we reviewed the issues once more and reached out to the stores management team on 9.23.22. A return has been authorized for the bedding as a courtesy. The manager reached out to the customer in order to schedule the pickup. They left messages for a call back. The customer is welcome to date the return with our customer care department as well.
  
  We trust this claim is settled.

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

  Customer Answer

  Date: 10/05/2022

   
  Complaint: 17925544
  
  I am rejecting this response because:

  I accepted the request to pick up my return order for a full refund. The order was picked up yesterday Oct 4. I was given my order number yesterday by customer service to attempt to track my pick timeframe because the delivery driver kept changing my timeframe. I was first scheduled for 6am to 10am, it went from 1 pm to 5pm. I was told they would arrive at 3:30 pm, then 4:30 pm, the driver arrived after 6 pm. When I checked the return info, I noticed that my refund amount was totally different from what I was charged. Please advise why I was charged on July 10th, $4517.66 but the refund shows $4117.15. That's a difference of $400.51. When I spoke to *** on 9/26, she advised me that I would get a full refund. I have attached what I paid with my **************** card totaling $654.21 and what was financed totaling $3862.45. Ive also made 2 monthly payments totaling $400. As you can see on the attachment it shows $0 on the return delivery, so I should not be charged for them picking it up. Please advise why there is a $400.51 difference. 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 10/11/2022

   
  Complaint: 17925544
  
  I am rejecting this response because:

  I accepted the request to pick up my return order for a full refund. The order was picked up yesterday Oct 4. I was given my order number yesterday by customer service to attempt to track my pick timeframe because the delivery driver kept changing my timeframe. I was first scheduled for 6am to 10am, it went from 1 pm to 5pm. I was told they would arrive at 3:30 pm, then 4:30 pm, the driver arrived after 6 pm. When I checked the return info, I noticed that my refund amount was totally different from what I was charged. Please advise why I was charged on July 10th, $4517.66 but the refund shows $4117.15. That's a difference of $400.51. When I spoke to *** on 9/26, she advised me that I would get a full refund. I have attached what I paid with my **************** card totaling $654.21 and what was financed totaling $3862.45. Ive also made 2 monthly payments totaling $400. As you can see on the attachment it shows $0 on the return delivery, so I should not be charged for them picking it up. Please advise why there is a $400.51 difference. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/20/2022

  Dear BBB,
  
  Our office is in receipt of this rebuttal.
  
  With respect to the pickup, all delivery appointments are routed by zip codes in order to reach all scheduled customers as they are aware. because this is done automatically via electronic routing, we have no control over the timeframe. This service is an all-day appointment from 7am-10pm as printed on their invoice. An estimated 4-hour window may be provided when applicable. Unfortunately, due to unforeseen circumstances out of their control, they may arrive earlier or later. Our records reflect the furniture was picked up on their scheduled date.
  
  As far as the refund, the customer purchased a mattress promotional package that included a $300 store credit. Those monies if not used,go back to being store credit. It is not refunded. We show the delivery charge was not refunded as that was an optional service rendered and charged upon the initial delivery. Our office will have the store refund the delivery fee to finalize.Should the customer wish to review in detail, the stores management staff would be happy to go over the monies with the customer directly. They are welcome to contact the store at their earliest convenience.
  
  Thank you,
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  Date:09/06/2022

  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.

  July 2020 I purchased a console at my local rooms to go a few months later I began noticing issues with the chair getting stuck after multiple calls and visits they replaced the damaged part . A month after being repaired once again the same issue . I reached out at this point furious for support and came to agreement to have the entire chair swapped out. 3 months later once again I began having the same issue. At this point I am so furious of calling , explaining . This product is not worth the $2,035 I paid with taxes and delivery. It is unfair as a consumer to be waiting half a year for a resolution and every time I call the customer service number they transfer to fortegra the warranty company only to be told it is must go through rooms to go as this is a follow up on to an original issue. I have tried to tweet, mail letters and reach out to whomever is in charge of customer relations and no luck. At this point all I am begging for is to receive the $2,035 as a credit for a different console, I do not want a refund just want a working product. I am tired of them fixing or replacing the chairs only to end with the same issue. Please help as this is bringing me large deals of stress that my health cannot afford.

  

  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 any problems with their sectional.

  Our office has reviewed the technician's report.  It was recommended that a part be ordered.

  In the best interest to satisfy the claim, we have authorized our customer for a reselect towards another sectional of same value.

  If the price is greater, they would be responsible for any difference.  Please have them visit the office staff at the originating store.

  This offer is contingent on our customer returning their current sectional at the same time the new selection is delivered.

  The reselect offer is valid until October 31, 2022.

  We trust this is resolved.

  Thank you,

   

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

  Presidential Assistant

• Initial Complaint

  Date:09/06/2022

  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.

  Rooms To Go didn't refund the $3,150.04 after it couldn't deliver the queen *** set. Only $2,644.48 was refunded on August 30th. There is $505.56 short, pay it back.On August 17, BBB Complaint Case# ********, Rooms To Go was to refund $3,150.04 and has failed to comply. 1st, Rooms To Go decided to send the delivery to a different address, and refused to correct the mistake. 2nd, they brought the *** set with missing parts, and couldn't deliver the *** set. Then, after cancelation, it took them 8 days to collect the parts. Finally, they decided to keep $505.56 of the refund. Is there anything you know how to do besides stealing from private citizens?I am a Technologist and a Process Engineer by trade, I can teach you how to run your business from the backend software to the operations. Or, you can benchmark your competitor, The Dump, Luxe Furniture Outlet, whom I ended up buying the *** set from. Their customer service asked to talk to me from the delivery cellphone after completion. They breathe and think about their customers.I will *** you very fast if you fail to refund the money. Video footage of the pick-up will be exhibited in court. ********

  

  Business Response

  Date: 09/12/2022

  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.

  We have reviewed their file.  Our customer's bedroom set was returned on 8/24//22.

  Unfortunately, our customer placed a full charge back in the amount of $3,150.04 the total for the furniture.

  Until this is resolved, no monies can be refunded.

  For a further detailed explanation, our customer is welcome to visit the office staff at their originating store.

  We apologize for being unable to assist further at this time for the reasons explained herein.

  We trust this has been answered.

  Thank you,

   

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

  Presidential Assistant

   

   

  Customer Answer

  Date: 09/13/2022

   
  Complaint: 17922739
  
  I am rejecting this response because:

  Enough talking. See you in Court.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/06/2022

  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.

  My husband and I bought a furniture protection plan for our sofa and ottoman purchased within the last three years. We have called numerous times with no answer. We went to the rooms to go store on Glenwood Avenue and they said they were going to email directly to try to get us through to the protection plan service. After not receiving the promised call, we called back and they submitted another request to the protect plan services. We were told to keep trying the number that is always busy or no one answers. We are wondering if they are selling these plans to make money and not deliver on their promise.

  

  Business Response

  Date: 09/13/2022

  Dear BBB,

  We are in receipt of this claim.

  On behalf of Rooms To Go, please express our apologies for any issues experienced with Guardian Ext. warranty.

  Our office will be investigating further.

  We have reached out to our customer to acquire clear pictures of the complete frontal view of the entire sofa and ottoman (showing view from top cushions, seating area to bottom).

  Please have them send the pictures in PDF format.

  Once we receive and review with Guardian, we will follow-up with your office.

  Thank you,

   

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

  Presidential Assistant

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 17899779
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 09/16/2022

  I am having trouble loading the pics. Tried last time and was unsuccessful. I have sent them via email to Rooms To Go.

  

  Business Response

  Date: 09/19/2022

  Dear BBB,

  Our customer was able to forward the pictures requested.

  We have reviewed with our *************** as Guardian would not be accepting the claim.

  Unfortunately, there are various issues that Rooms To Go is not considering to be vendor related. Because of this, Rooms To Go would not be pursuing action on the claim.

  In the best interest, as only offer, we can void the Guardian contract and issue a prorated refund of their monies.

  Please let us know.

  Thank you,

   

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

  Presidential Assistant

   

   

  Customer Answer

  Date: 09/21/2022

   
  Complaint: 17899779
  
  I am rejecting this response because:
  The response stated-"Unfortunately, there are various issues that Rooms To Go is not considering to be vendor related." What are the vendor related items being considered? Why can this not be disclosed to me? Show me in the contract what items are being considered.

  In addition, I want my furniture cleaned or a full refund. Not a prorated amount. We have tried many times as noted in the original complaint. How will a prorated amount be determined?
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/23/2022

  Dear BBB,

  We have received the latest response.

  Rooms To Go provides a 1-year warranty to all its customers on workmanship and construction of the furniture.

  The 1-year warranty has expired and does not cover the issues brought forth.

  Guardian, the Extended contract, only covers a single-incident not multiple issues.

  Therefore, they have denied the claim.  Guardian would not be cleaning the furniture.  

  In the best interest, the Guardian contract can be cancelled and a full refund of the contract monies would be processed.

  Please let us know and we will notify Guardian.

  Thank you,

   

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

  Presidential Assistant

  Customer Answer

  Date: 10/06/2022

   
  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. We have been able to make contact with the company and are satisfied.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/06/2022

  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 a bed and mattress for $2428.97 from rooms2go, the bed came 3 months later. I noticed bedbugs on the bed frame 2 months after I purchased the bed. I called rooms2go about it immediately. Some guys were sent out to come to look at it, of which they agreed it came with the bed. They told me it was some other type of insects and not bedbugs and they will come back to take the bed but I never heard from them again. The insects were so tiny then, but they are very big now, especially on the bed frame and it is bedbugs. Now, the bedbugs are a lot and no one can sleep in the room anymore (my daughter of 3 years had a lot of bug bites on her body). I have called them severely about it and they keep telling me that it is not their problem. How is selling a bedbug-infected bed to me not their problem? Please note the bed came with a warranty. We have four rooms in this house, only mine is infected with bedbugs and we are scared that it will affect the other part of the house soon. so I called them to come to take the bed away since I was finding it hard to dismantle it by myself, but they also refused, saying it is not their problem. Please find attached the receipt for the bed and the pics of when I initially noticed the bugs on the bed. I also have a video I would love to send (the video shows how the bugs are coming out from within the bed)

  

  Business Response

  Date: 09/12/2022

  Tell us why here...Dear BBB,
  
  We are in receipt of our customers complaint.
  
  In regards to their situation, our office has reviewed their account in its entirety. Our records reflect they received the bedroom furniture on 2.19.22. We show no verbal or written communication in reference to their allegations, were reported 4.15.22. According to reference articles,they can inhabit flooring, clothing and travel through walls. They also do not limit themselves to wood or fabric. Therefore, we believe the bugs did not originate with the product we delivered.
  
  Based on above information, there is no evidence to support the bugs have come from our products.
  
  On behalf of Rooms To Go, we apologize, for being unable to pursue any action.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 09/13/2022

   
  Complaint: 17916767
  
  I am rejecting this response because: There was/is no bug anywhere else in the house, except on the bed. Bedbugs where noticed only after the arrival of the bed and the people they sent to investigate agreed it came with the bed. 
  
  Sincerely,
  
  Blessing Igbadumhe

  

  Business Response

  Date: 09/14/2022

  Tell us why here...Dear BBB,
  
  Our office is in receipt of the last response.
  
  We have reviewed our records and technicians findings entirely. The customer did not report any issue until after 2 months of having the furniture in the home. Unfortunately, our position as outlined previously remains unchanged.
  
  Thank you for your understanding.
  
  Respectfully,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 17916767
  
  I am rejecting this response because: it is true I reported the issue two months after I got the furniture which was when I noticed the bugs (as you can see from the video, the bugs are very small), you have to look inside the bed very well to see them. I also called bedbugs exterminators to my house two days ago and I was told the bugs are only on the bed, not on the mattress but they live on and inside the bed. They have charged me $1200 to treat the bugs. So unfortunately, I will not be accepting what you are saying for any reason.
  

  The mattress was delivered to me 2 months before the bed came, so why did I never see any bugs. Not till the bed was delivered. The bugs came with the bed and you know it  

  you sold to me a bedbug infected bed. I am not the first person you have done this to.  
  
  Sincerely,
  
  Blessing Igbadumhe

• Initial Complaint

  Date:09/01/2022

  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 my entire house from RTG and waited months to move in after closing because the delay in my delivery. Finally the date for my delivery and my whole house went to the wrong address which was 60 miles away from my new address. I took off of work and waited and entire day for no delivery to be made! A week later a get the delivery and most of it has some type of damage! I contact rooms to go and was promised follow up. Nothing after over 10 calls and false promises to have upper management to call me back! The delivery company damaged my brand new house and there has been NO follow up regarding my damaged property after the initial call from their insurance company requesting photos of the damage. I spent thousands of dollars to be ignored and treated this way! It is unacceptable and the worst customer service I have ever had.

  

  Business Response

  Date: 09/13/2022

  Dear BBB,

  We are in receipt of this claim.

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

  Our office has reviewed their file.  We are aware the delivery issues was handled and resolved.

  Regarding the furniture pieces, two were exchanged out and two are pending an exchange due to back order.

  Once our customer receives the exchange on the remaining piece, as a good will gesture, we will refund one of their delivery fees.

  We thank our customer for their business and their patience.

  Sincerely,

   

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

  Presidential Assistant

  Customer Answer

  Date: 09/13/2022

   
  Complaint: 17910075
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 09/13/2022

  There is more damage to more pieces of my order in addition to what they are exchanging in December. They HAVE NOT responded to the additional pieces that is also damaged and need to be replaced nor have my property damage been addressed by their driver or them! I have contacted corporate several times and promised follow up which hasnt been received FROM ANYONE AT RTG to date!! All of my damaged merchandise has yet to be addressed or exchanged as mentioned in their false response.

   

  thank you,

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

  

  Business Response

  Date: 09/19/2022

  Dear BBB,

  We have received the latest response.

  Our office reached out to our customer to verify which pieces needed to be exchanged out.

  We will be exchanging them out for them.

  We trust this is being handled.

  Thank you,

   

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

  Presidential Assistant

  Customer Answer

  Date: 09/19/2022

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