Complaints

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

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  Rooms To Go

  11540 E US Highway 92 Seffner, FL 33584-7346

  
• 

  Rooms To Go

  5170 S Tamiami Trl Sarasota, FL 34231-4258

  
• 

  Rooms To Go

  9500 Scenic Dr Port Richey, FL 34668-4653

  
• 

  Rooms To Go

  1400 44th Ave W Bradenton, FL 34207-1319

  
• 

  Rooms To Go

  25550 US Highway 19 N Clearwater, FL 33763-2166

  

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

• Initial Complaint

  Date: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 six dining chairs and upon delivery there were five that were damaged in various ways. The color of the chair did not match what was in the store. They offered to exchange but I feel The workmanship is poor and I want a refund. I notified ************* of this immediately upon receiving the chairs.I have been told that the issue with the color is that the lighting in the store is different and I feel as a customer I should be able to see what the actual color is not to be surprised when it's received at home. I have been advised to pick out other items of equal or higher value and as of yet I cannot find anything to my liking. I do recall an ad when searching online that said free returns within 48 hours. I am very unhappy with these chairs and feel they should refund the cost. The order number is ********.

• Initial Complaint

  Date:09/01/2022

  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.

  In September of 2021 I ordered 8 plastic table pieces - they are the little pieces that go between a table frame and a glass table. Rooms To Go cashed my check on September 29th 2021 (screenshot attached and I can provide actual check copy if needed) and I never received my parts.I was patient as I know the supply chain was a nightmare then. I called back in April asking where my parts were. After multiple calls was told the order was placed and would be shipped to me. I received nothing.Fast forward to August 2021, I call again very frustrated that I am wasting so much time on this. I was told the order was never actually placed for my parts once Rooms to Go took my money and that the part would be overnighted. I received something two days later, however I ordered 8 pieces and I received 4. I also received 4 of the wrong part. When I called again I have a distinct feeling the rep was going to say that part has since been discontinued since I ordered it, but she stopped herself.During these past couple calls In August I also expressed how dissatisfied I was that nobody the customer care team seemed to care at all at how awful this situation is and how many times I've followed up with no resolution. I was supposed to be getting a refund for my $16 and I have yet to hear when I am getting it. I asked for it expedited after I received the wrong parts. I called again on 8/31 and was told I would receive a call back that day with some sort of update on this refund. I received no return phone call. I want my refund and I want the the cost of inflation applied. I should also be compensated for the time I have wasted on this situation and happy to provide paystubs to show my billable hour.

  

  Business Response

  Date: 09/09/2022

  Dear BBB,

  We are in receipt of this claim.

  On behalf of Rooms To Go, please express our apologies for the issues with the part order and lack of follow-up.

  We will be reviewing further with our ******************************* reached out to our customer.  At this time, we have sent them a refund of their $16 as well as reimbursement for the purchased parts.

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

  Sincerely,

   

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

  Presidential Assistant

   

• Initial Complaint

  Date:08/31/2022

  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 bought over $10,000 of furniture for our home from Rooms To Go On 5/18 of this year in ********** during the Memorial Day 0% interest for 60 months sale. We were told our monthly payment amount upon purchase. The first two months of payments of which began in July, BECAUSE THEY EXPLICITLY TOLD US WE WOULD HAVE NO PAYMENTS UNTIL WE RECEIVED OUR FURNITURE were much more than expected and after paying them for July and August, we found out they were charging us interest. On 8/12 we called and verified this was wrong, they said they would fix the mistake. Everything on the account was closed and they owed us $300 we had already paid extra in interest. Come today there is an extra charge on the account saying we missed a first payment back in June before we even received the order. This wasn't on the account until they "fixed" it, and we were told by two associates we wouldn't have a payment until after we received the furniture! They actually owe US money from the false interest they mistakingly charged us the first two months! Of which we have still not received. This whole experience has been a nightmare, most everything they have told us has been dishonest or altered whenever they see fit. ALSO, they told us when we purchased our beds they would take the old mattresses, two different employees assured us, but when the delivery men came they said they were not allowed to, so we ended up paying extra for trash pickup. Trash pickup in our area is not cheap and it was a real hassle. I cannot believe the amount of dishonesty from this business.

  

  Business Response

  Date: 09/15/2022

  Tell us why here...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 or misunderstanding they may have experienced regarding their financing.
  
  With respect to their situation, our office has reviewed the account with the store management team and accounting office in order to research the matter. Our records reflect the customer initially signed for a revolving purchase promo as indicated on their purchase invoice signed on 5.18.22. Our customer called on ******* to inquire about their billing and was discovered they had not signed for the 60-month promotion with Synchrony. The store manager made the authorization as the orders met the requirements and had our accounting office change to the 60-months promotion. The customer was explained to allow 1-2 billing cycles to reflect the changes on their finance account.
  
  We trust this claim has been settled.
  
  Thank you for your time.
  
  Sincerely,
  
  ********************
  Presidential Assistant

• Initial Complaint

  Date:08/31/2022

  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 multiple beds from Rooms To Go 1.5 years ago and the middle legs on 1 of the twin beds broke. I talked to them and was told to send a check and form to get replacement parts. I was told weeks later that they couldn't send parts because the bed came straight from the vendor and would be sent refund and to contact special orders department. Instead of refund I got replacement legs for the wrong bed. Contacted 4 more times and never got a response from special orders ***** I was then told because it had been over a year that I couldn't BUY replacement parts and to go to a hardware store. I asked for the vendor contact information so I could directly contact them and was told that they didn't have that and special orders had no phone number. I will NEVER buy anything from this company again! Above was my original review placed on 8/16/22 with BBB, the next week I randomly received a package from Rooms to Go with 4 side rails and 2 headboard legs for the bed i CAN'T get parts for but not the 2 middle legs I need, why do I keep getting sent parts I don't need?? I contacted them AGAIN which is probably like the 10th time and was told they show no record of these parts and can do nothing for me!

  

  Business Response

  Date: 09/15/2022

  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 had.
  
  With respect to their situation, we have researched the matter with our parts department in its entirety. We regret if incorrect parts the customer requested were sent out. In view of this, our parts department has issued a reimbursement for the paid parts of $66.00.
  
  Our office has reached out to our special orders office as the bed in question is a vendor direct order. We do not carry nor supply parts for these type products. Furthermore, the vendors do not accept calls from the public which is why contact information was unable to be provided. We have sent a request for the liaison to confirm if parts are available to send out for the customers bed.
  
  Thank you for bringing this matter to our attention.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 09/15/2022

   
  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:08/31/2022

  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 from Rooms to Go on (Order #********). The couch was delivered with major defect and busted frame. Upon calling Rooms to Go, they said a tech would have to inspect it. The tech came to inspect and stated that he could not repair the couch and that the couch was poorly constructed with obviously busted frame. I have spoken with customer service and RTG multiple times and they are refusing to provide a full refund for the couch that was delivered with a major defect. **************** stated that they would only replace the couch and return for store credit or even exchange. I am highly unsatisfied with the customer service and the product. I am asking that RTG picks up the defective couch and refund me for the entire purchase immediately. To try and force an unsatisfied customer to do an even exchange after a company defect is insane. Simply put, it is called stealing your customers money. I am asking for a full refund as I have loss trust in RTG products and do not want to make another purchase or even exchange.

  

  Business Response

  Date: 09/15/2022

  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 misunderstandings or inconvenience they may have experienced.
  
  With respect to their situation, our records reflect the sleeper was delivered on 5.18.22. We show no reports of any issues until 8.05.22;therefore, service was sent to the home in order to evaluate the piece for possible repair. Under the guidelines of the warranty, RTG will repair or replace at our option in accordance to said terms. The customer was offered an exchange to resolve the issue; however, the customer refused.
  
  Our records reflect the store management team spoke to the customer at length. In the interest of settling their complaint, a return was authorized. The pickup was completed on 9.08.22. All refunds take up to ***** business days to process from date of return and 1-2 billing cycles to show on their statements.
  
  We trust this claim is settled.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant
  

• Initial Complaint

  Date:08/31/2022

  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 am having an issue from Rooms-to-Go furniture in ********, ********. In July, I purchased two kids bedroom sets from Rooms-to-Go. When I received delivery notification I was excited. On that same day, I had other furniture scheduled to be delivered as well. No issues with the other furniture company delivering an adult size bedroom set earlier that morning. I had to depart for an appointment but left my 21 year-old son home to accept the delivery. When the delivery company arrived, they indicated that one side of the charcoal chest set was not able to fit through the stairwell opening unless they scratched the paint. Permission was given for them to scratch the paint since I needed to touch up the paint anyway. They refused and said, we need permission. They never called and request permission from a supervisor. When they departed they only delivered one part of bedroom set. It was a full-size mattress, headboard, footboard, boogie board and slats that were a part of the charcoal bed set but not the other light wood bed set. When I arrived about 20 minutes later, I immediately called the customer service number to inquire about the additional furniture. They could not provide me an answer because they had to wait until the delivery team returned back to the warehouse and the paperwork to be completed. I sent a photo of the property that I received to ************ at 5:40 pm on August 11th. I received no response from her or customer service team. On Monday, August 15th, I called customer service again to inquire about my furniture. I then request a delivery date of September 1st. The customer service agent indicated they would do all that they could to schedule another delivery. During that time, I continued to call the store and speak with the manager. On August 19th, I receive a call from the store assistant manager informing me that they are still working on my delivery. As of August 31st still no furniture but I got billed for the full delivery.

  

  Business Response

  Date: 09/09/2022

  Dear BBB,

  We are in receipt of this claim.

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

  Our office has forwarded a copy of this claim to our load-out manager and the delivery manager to investigate and review further.

  We are aware the delivery was rescheduled for Thursday, 9/15/22.

  Once the delivery takes place, bed set up and all is resolved, we will process $150 off their delivery fee.

  We thank our customer for their business and patience.

  Sincerely,

   

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

  Presidential Assistant

   

  Customer Answer

  Date: 09/15/2022

   
  Complaint: 17912994
  
  I am rejecting this response because: I would like more than just ****** delivery refund. In addition to the ****** refund to my original payment, I would like you to restart my delivery date for the no interest payments. 
  Thank you. 
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/16/2022

  Dear BBB,

  We have received the latest response.

  As a good faith gesture, we are refunding delivery fee in full in the amount of $259.98.  This will override and void our previous offer of $150.

  Please allow at least ***** business days for processing and two billing cycles for the credit to post on their statement.

  We would alter their Finance contract as that is out of our jurisdiction.  Rooms To Go is strictly the furniture retailer, not the Financing Institution.

  We trust this has been answered.

  Sincerely,

   

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

  Presidential Assistant

   

  Customer Answer

  Date: 09/16/2022

   
  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:08/30/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/5/21 I purchased furniture for the new house I was building. The house was finished in early August of 2022 and the furniture was delivered shortly after we moved in. Part of that order was a sectional couch that included three powered (motorized) recliners. One of the three motorized recliners didn't come with a power supply. The delivery driver had me call the service department to report the shortage and I was told one would be sent to us within 3-5 days. We waited two weeks and I called today to find out they are out of them, and that they are waiting for an order to arrive from *****. They have no idea or expectation on how long that will take. I was told it could *********** months or so. We found a compatibly unit for sale online (Amazon) and asked if RTG would either purchase one and send it to us, or allow for us to purchase it and then provide a credit/refund for the cost. (~ $15 - $20.) I was told today that RTG would give us a $15 credit/refund but that they would also void the one-year warranty on that piece of furniture. This makes no sense. Giving me a $15 credit for something that costs me $15 makes sense. Voiding the warranty is punitive against me. Why would I get punished because of their inability to complete my order and to deliver upon the expectation that they set? (3-5 days.). Knowing that furniture orders can take time, we placed this order 10 months prior to the actual delivery date. They had plenty of time to get this right. The order # was ********

  

  Business Response

  Date: 09/07/2022

  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.

  We have reviewed the file.  We show the part was sent on 9/1.  Due to ******** **** could be delayed but they should receive this week.

  As a good will gesture for the part they purchased, we are refunding $50.  Please allow at least ***** business days for processing.

  When our customer receives our part, we recommend our part is used and save the compatible part for after the year warranty.

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

  Sincerely,

   

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

  Presidential Assistant

   

  Customer Answer

  Date: 09/08/2022

   
  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:08/30/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Saturday, August 20, 2022 my husband and I went to bought a sofa, loveseat, and queen ******* suite. We expressed to the sales associate (***********************) that we were looking for a firm mattress. He took us to the Tempur Ergo 2.0 and had my husband and I lay on the mattress with the individual lift. After playing around with it, we really like it. ************ told us the one we were laying on was a king-sized mattress. We explained to him that we needed a queen-sized. He said okay. However, when our furniture came on Thursday, August 25, 2022 - after it was assembled, we realized it was a single-life. We immediately called the store of purchase (Rooms To Go, ********************************************** **) and inform the customer **** ******* that the wrong bedding was delivered. The ****** said he would pass the message to the sales associate, ***********************. ************ called and said he explained that only the king size came with individual lifts. HE DID NOT explain anything to us. If he would have said that the queen-size bedding comes in a single lift, we would have passed on the purchase. The sales associate said that we could not return the bedding which made no sense to us, because it was not the one we were expecting. My husband had to go back to work, so I went to the store and spoke to his manager, ******************** who explained that the queen-sized Tempur Ergo had been discontinued because customers complained about it being too narrow. I told him that if the sales associate, ************************ had said that to us, we would have passed on the purchase. He asked me to wait while he spoke to his manager (Regional Manager, *******************). When he returned, he said that ************** would call me back personally the following day (Friday, August 26, 2022). HE NEVER CALLED. Please help. This is not how Rooms To Go should treat veterans or anyone else.

• Initial Complaint

  Date:08/30/2022

  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 set of bedroom furniture, dining room and a set of 2 stool bars on 4/22/2022. I took delivery of bedroom furniture on 8/29/2021 Cost of the purchase is $2,884.83 Order # ******** Complaint is about damaged headboard, dresser and improper installation of the Furniture. No efforts made to resolve the dispute by the seller-I made more than a dozen phone calls, including text messages and a visit to the purchased location without resolution. They declined to fix the damages on 8/24/2022. Hence, I am filling complain.Bedroom furniture delivered, scattered all around the room, blocking the door way. After inspection I requested furniture to be placed at the designated spots as advised prior to set up. The delivery guy agreed and informed me he was going to get his partner from outside, but he never returned. I immediately contacted the customer service and was told they will send them back to make correction, no show and no follow up. I made multiple attempts to get them back to move the furniture away from the door and have them in the correct spot, I was told every time they will send somebody, not true. I visited the location where the furniture was purchased; spoke with the store manager; I was told I will be contacted to resolve the problem, no calls. I notified my credit card company. I was able to cancel the 3rd set of the order for dining set, but the damaged issues still exist. I called in April I finally got them to send a technician; he came and stated that parts needs to be ordered for the dresser and the chest. However, he informed me that the headboard can't be repaired and he will advise the company. The parts/hardware never came except for screws. I called on 3 weeks later was advised that the hardware was ordered and to call them back once received. I did not receive any hardware. I was informed now that dresser is out of warranty and the headboard is customer's damage. Please help.

  

  Business Response

  Date: 09/09/2022

  Dear BBB,

  We are in receipt of this claim.

  Our office has reviewed the file in its entirety.  

  We viewed the pictures taken by the drivers in our **************.  There were no damage issues showing on the headboard, dresser or chest.

  The dented, crushed issues were not mentioned until 4/26/22.

  Our service technician went out to evaluate the pieces.  The issues were not deemed to be vendor related.

  On behalf of Rooms To Go, we apologize for being unable to pursue any action for the reasons explained herein.

  Thank you,

   

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

  Presidential Assistant

   

   

   

   

  Customer Answer

  Date: 09/13/2022

   
  Complaint: 17910059
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

   

  Attached are the phone records of calls made to the Rooms **** customer service following on when the damages will be rectified including the scratched flooring at the entrance of the  bedroom. Please let them provide photos of the furniture as it was placed on the room. 

   

  Thank you for your assistance.

  

  Business Response

  Date: 09/13/2022

  Dear BCA,

  Our office has reviewed their file.

  We do not show any mention of any issues with furniture damage until April 2022.

  Per documentation from our customer, the drivers delivered the ******************** and left.   Per documentation, the furniture was moved afterwards but not by our drivers.

  There was no report of any alleged damage to flooring at time of delivery or within 3 days after.

  We sent a technician out on 5/12/22.  The issues with the dresser, headboard and chest were not deemed to be vendor related or transit damage from drivers.  We will also send pictures from **************.

  The parts requested by our technician were sent.

  We apologize for being unable to pursue any action on the alleged floor damage or the furniture pieces due to the reasons explained above.

  Thank you,

   

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

  Presidential Assistant

   

   

  Customer Answer

  Date: 09/15/2022

   
  Complaint: 17910059
  
  I am rejecting this response because:

  Rooms **** is not honest and truthful in their response concerning these issues. The incident was reported the minute the driver/technician did not come back to move the furniture for access to the room, hence the multiple calls. After one week of no response other than some will reach out, I contacted my credit card company ************* to file dispute. Note attached along with Cap One reverse of the payment. I also attached other communication with their customer service agents. I visited the local office at ********************************************************, November 2021 and met with the manager ***** and the salesman, *********************, I was told the corporate office will be contacted and they will reach out to me within fews day. That never happens. If Rooms ToGO claimed damages were not reported until 4/2022, The question is why all the CALLS? 

  Please note, the only time an agent (****) scheduled a technician visit was during the 4/25/2022 call with appointment for 5/12/2022.  

  
  

  
  

  Thank you for your assistance in this matter.  

  
  

  
  

  
  

  Sincerely, 

  
  Joke *******
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 09/23/2022

  Dear BBB,

  We have received the latest response.

  Our office has sent the dispatch track pictures from original delivery to ******.

  Please refer back to our previous response dated 9/13/22.

  We have reviewed the file once more and do not have documentation to support accepting the claim.

  We apologize for being unable to pursue any action for the reasons previously explained.

  Thank you,

   

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

  Presidential Assistant

  Customer Answer

  Date: 09/25/2022

   
  Complaint: 17910059
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

   

  Hello, 

  I have attached video to show up and close of the headboard. 

   

  Thank you

• Initial Complaint

  Date:08/30/2022

  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 coffee table on 8/22/2022 and saw a dining room table that we liked but needed measurements first. Table was advertised at $799.99. Returned on 8/26/2022 and they changed list price to $1099.99 as a "Labor Day Sale". When I brought this to the store manager's attention (*******************) he told me to bring in where I saw it advertised at $799.99. I returned to the store with the Ad on my cell phone and he refused to accept it and would only sell at $1099.99.

  

  Business Response

  Date: 09/08/2022

  Dear BBB,

  We are in receipt of this claim.

  On behalf of Rooms To Go, please express our apologies for any inconvenience.

  We reached out to our customer and they sent us a copy of the Ad.  The Ad is listed on a ****** site, not our Rooms To Go On-Line site.

  Unfortunately, we would not be able to honor that price as it is not our official Rooms To Go website.

  As a good will gesture, we have discussed with ************** store and we can offer a $100 discount on *********** dining table.

  Should our customer accept that offer, they are welcome to visit the office staff at the ************** store with this response.

  We trust this has been answered.

  Sincerely,

   

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

  Presidential Assistant

   

  Customer Answer

  Date: 09/10/2022

   
  Complaint: 17895202
  
  I am rejecting this response because:  My complaint referenced that the business advertised the table price in two different manners:

  1) in the ****** Ad, which continued to run for four days afterward, and

  2) the price was listed in the store, on the list price that was on the table (the front side advertised a dining room set, and the reverse side gave the individual prices-the table being at the $799 price.

  3) In addition, the business overlooks the fact that they claim it was the "Labor Day" saving price and in fact the price was increased.  This is the reason I will not purchase from them again.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/14/2022

  Dear BBB,

  We have received the latest response.

  Once again, we apologize but RTG cannot honor a price from another site.

  We also investigated at store level.  The placard states the table by itself is $1,099.

  If our customer is interested, we will honor the $100 discount towards the purchase of the Armhearst dining table.

  Thank you,

   

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

  Presidential Assistant

   

   

  Customer Answer

  Date: 09/17/2022

   
  Complaint: 17895202
  
  I am rejecting this response because: the company changed the placard with the list price of $799, which the saleslady confirmed and which I read also.  *********** is using false advertising and it should be held accountable.  

  Thank you for your assistance.  I want nothing further to do with this store, and have already spent in excess of $3,100 with a store that doesn't  use false advertising.
  
  Sincerely,I
  ***********************