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: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.

  I went to the ************ ** store to place orders for new furniture for my upcoming move to ********* *******. I placed orders for multiple pieces giving the store lots of business. Sales Associate seemed quite distracted by his phone and pretty disinterested being there. At any rate, six weeks later just before my move I went to RTG in the ********* store to get a few more pieces for the house I was closing on the following week. The sales associate in ********* alerted me that the orders I placed prior had several pieces now out of stock and the ************ store had allowed my ship dates lapse. In other words, I no longer had furniture scheduled to arrive and what would eventually arrive would only be PARTIAL room sets. Frustrated I called ************ to immediately cancel my order. I placed new orders in *********. Several days past and my credit card had not been refunded. I called my credit card company and they suggested at this point to file a dispute. I did. Dispute couldn't ever end because ************ neglected to cancel ALL the order. Fast forward a couple of months. My dining room table arrived from ********* store and arrived damaged. I can't exchange the table though because of the dispute that Rooms to Go never bothered to resolve in ************. What I ordered in ********* doesn't have anything to do with what I ordered in ************??? These were all their issues. I'm stuck with uncredited orders on my credit card and a damaged dining table. I will never ever buy anything from ANY Rooms to Go going forward.

  

  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 order and their table.

  In general, whenever a chargeback is placed by a customer, RTG does not move forward with any action until the matter is resolved.

  We were able to research further.  The chargeback is not on the dining set order.  Therefore, we have generated an exchange on the dining table.

  Due to the Holiday, the earliest delivery date would be Saturday, 9/17.

  Should customer need to reschedule, they are welcome to contact our *********** at **************.

  Once the chargeback is closed, our customer will be refunded their monies.

  We trust this has been answered.

  Thank you,

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

  Presidential Assistant

  Customer Answer

  Date: 09/09/2022

   
  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:08/29/2022

  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 2 separate orders from ROOMS TO GO OUTLET in ********** ** 8/28.I worked with a sales person by the name of **********************She stated that If I wanted to add on more purchases the next day (Monday 8/29 -a couch) that she would combine the delivery as the other 2 orders were being delivered 9/8/22 as well.Everything WAS in stock ready to go.Today I came in to purchase the couch.$1499 parchment.. the one advertised for sale .The counter person ***.. tried to charge me $129 delivery fee.I stated that ****** Explain to me that I would not have to pay the delivery fee as I'm adding onto the other two orders that are also coming the same day.He says he's gonna go talk to his manager , I believe his name was *****( has long hair )He comes back and tells me that he can charge me $99 instead...I stayed it again that doesn't make any sense.I was told by ******, That I could add the couch and there would be no delivery fee.He basically threw his hands ** in the air and said well that's what we're charging you.I said never mind I'm going to cancel this order.. I don't want the couch anymore.I'll call the main office or customer service.I called customer care. ************. I spoke to a *******.She basically told me that she can't help me.She also stated that there would be an extra charge because it's by the room.So now 3 people are stating different prices and different policies.I asked for the regional manager's phone number.. Or a way to get in contact and she stated to call the store.I called the store and they stated there was no regional manager.I called the Rooms To Go in ********** off of Hwy 19 and spoke to ******.****** stated she did not know the regional managers number or name.This is absolutely ridiculous.I spent almost $5000 in one day here.Poor customer service! It sounds like nobody at these locations have any knowledge of the policies and making stuff up as they go along.

  

  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 problems at store level.

  Our office reached out to our customer to see if they would consider reinstating and we would provide free delivery.  They have decided not to repurchase.

  We will be investigating this matter further with the store.

  We thank our customer for their business and their feedback.

  Sincerely,

   

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

  Presidential Assistant

   

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 17904131
  
  I am rejecting this response because offering me to spend more of my money at their place of business, after such treatment is ridiculous. I spent close to $5000 & they treated me horribly. 
  Inviting me back to spend more $$ and waiving the delivery fee , when I already purchased a couch at another business is not going to work! 
  What they could have done was discount my order that was purchased to make the experience better! 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/29/2022

  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 purchased a house full of furniture from Rooms to go located in ********, **. The furniture was delivered in spaced out batches due to Covid 19 pandemic. Upon receiving our bedroom suite, we discovered that the furniture was damaged, and Rooms to go took the furniture back. We were outraged that they tried to give us used furniture. One of the delivery guys stated that, the pieces came from Rooms to go's used furniture warehouse. Rooms to go placed a rush order on having another bedroom suite delivered and upon delivery of the replacement bedroom suite, they claimed to not have the authorization to pick up the previously delivered furniture. At this point, we felt like we were being taunted. Also, there was a sideboard piece that was to be delivered, that was on the delivery truck both times that wasn't delivered for some unknown reason twice. At this point, I really feel like we're being treated unfairly. I feel discriminated against to be honest.

  

  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 their furniture.

  Our office has reached out to our customer via e-mail yet has received no response.  Today, we called and left a message on their answering machine.

  Please, if you would be so kind, have our customer provide their order number and the primary telephone number on the account so that we can investigate and try to assist.

  We thank our customer for their business.

  Sincerely,

   

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

  Presidential Assistant

  Customer Answer

  Date: 09/13/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint (ID ********* Here's the order number requested by Rooms to go. I have also called Rooms to go twice and left one message for their regional manager ******** and have yet to get a response.

  SE16994094(Bedroom/ side board)
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 09/13/2022

   
  Complaint: 17907754
  
  I am rejecting this response because:
  

  I have reviewed the response made by the business in reference to complaint (ID ********* Here's the order number requested by Rooms to go. I have also called Rooms to go twice and left one message for their regional manager ******** and have yet to get a response.

  SE16994094(Bedroom/ side board)

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

  

  Business Response

  Date: 09/21/2022

  Dear BBB,

  We are in receipt of this response.

  Our office has reached out to our customer to assist in finalizing the ******************** issues 

  and additional inquiries our customer had from conversations with store manager.

  We trust this is being handled.

  Thank you,

   

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

  Presidential Assistant

• Initial Complaint

  Date:08/29/2022

  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.

  Transaction was on 7/23 for 8/26 delivery; The total transaction is $3646.42; I ordered and paid for delivery of a sectional sofa that included a POP Up Sleeper. The POP Up Sleeper was the "selling point" which made me commit to the purchase. The POP Up Sleeper was not included in the delivery. I was told it was deleted in error when talking to the office. The store and customer care have both admitted to the error without a resolution to arrange delivery and fix their error. I have called 3x on 8/26 and 3x on 8/27 after no one called me back to fix the error. The 4th times I called on 8/27 I informed the store I wanted a refund and requested a pickup date. A manager ("****') than was put on the phone and told me he would remove $250 delivery fee (which I was not aware I paid for during my transaction) but he would definitely call me back to confirm. After ***************** up, I was called back by the sales person that sold me the furniture (*******). ******* was not aware of ****** involvement so I told him what **** was doing and he was calling me back. **** never called back. Today 8/29/22, I called RTG *********************** and they contacted the ******* RTG office and told the store, **** needs to call me back. We were told **** was in conference call. I never received a call back again. RTG ************* told me to ask for the District Manager contact info from the ******* store. I called the ******* store and they refused to give me the District Manager contact information and said I had to speak to "***" who was the "real" manager and **** was only an assistant manager and out to lunch (it was 4PM EST) RTG is refusing to cooperate and call me back to process a refund. I do NOT have the furniture I paid for and nobody is calling me back or providing any cooperation on a resolution. The customer experience has been absolutely horrible and I am being ignored after paying $3600+ for furniture.

  

  Business Response

  Date: 09/09/2022

  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.
  
  As our office is concerned by the allegations expressed, we will be reviewing with the area regionals office to further investigate and address any issues should it be deemed necessary.
  
  With respect to their situation, our records reflect a return was authorized and generated for the furniture delivered to the home. It was returned on 9.06.22 for a refund. Refunds take up to ***** business days from date of return and 1-2 billing cycles to show on the respective statements.
  
  Thank you for bringing this matter to our attention.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  Date:08/29/2022

  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 sofa set from rooms to go and within a month and a half there is defective damage. The fabric is peeling and when you sit on it, you can feel the springs and the frame of the couch. I called and a tech came out. At the time I was told if a defect was found I could get a replacement or exchange for another set. I was told a defect was found but when I came into the store they're trying to charge me delivery again. I called support and they're not telling me that they can exchange the item for the same one and charge me a restocking fee (isn't it illegal to sell used furniture?) or a "reselection" and I'd have to pay delivery again. I don't believe I should have to pay delivery for a sofa replacement for something defective. Further- they're now telling me that what is clearly a defect is "normal wear and tear" even though I have only had the set for a month and a half. Each step of the process, I've been told different information, and each step of the process I have been inconvenienced more. I can't believe that they would charge me to remove a defective sofa and RESTOCK it after I have used it. Again, I'm sure this is against some business law. And I shouldn't have to pay a delivery fee, which is now more than the original amount I paid, to replace a defective item. I would like this fee to be waived or a refund of the delivery fee.

  

  Business Response

  Date: 09/07/2022

  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 experienced.
  
  With respect to their situation, we have reviewed the account in its entirety. Our records reflect the furniture was delivered on 6.07.22. We do not sell nor delivery used furniture from our showroom stores. The customer reported issues with 2 sofas; therefore, a technician was sent in order to evaluate them. We have been made aware the customer requested to reselect the product to different furniture prior to the service department finalized its report. They were authorized this course of action as a courtesy as the recommendation was to repair the pieces with ordering new parts. For this reason, new delivery fees were charged given that the product is still available for exchange or repair could be done. Our office has been made aware that one of our customer care supervisors has spoken to the customer and offered to waive partial delivery fee. The customer agreed to this offer.
  
  As a gesture of good will, our office will refund the remaining $99.99 once the furniture has been delivered with no issues. Please allow up to ***** business days to process and 1-2 billing cycles to show on their credit card statement.
  
  We trust this has settled their claim.
  
  Thank you for your time.
  
  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:08/26/2022

  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 am filing a complaint for a delivery of furniture that was given to another customer and customer service is rude and the headquarter hang up on me everytime i call and now i have to wait another 2 months for furniture that i paid cash for. they called me the first time the day of and told me the furniture wasnt available and then the tracker on the second delivery said 3:15-3:55 and they came at 1:48 and left before 15 min window cause my dad got to the house. the customer service agent was rude and told me i should have not been at work. u have to work to pay for this stuff. the delivery manager told me i would get my stuff on Saturday and to be home and wait for a call today which is August 26th to only find out that the dining set was sent out to another customer. i want my ******************** before october not only am i going to the news im taking them to court. no one called to say they were on there way or nothing i only got a call from customer to say they were at my door and i told her i was 10 mins away and she said that is fine they will be there waiting and they were not. this is poor customer experience and my last time ever buying from rooms to go.

  

  Business Response

  Date: 09/01/2022

  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To Go, please express our apologies for any back order and issues with delivery.
  
  Our office will be investigating further with the delivery manager.
  
  We have reviewed the file. Our customer will be delivered the rug today. They are scheduled for delivery of the complete dining set for 9/14/22.
  
  Once everything is delivered, we will offer an accommodation.
  
  We thank our customer for their business and trust this is being handled.
  
  Sincerely,
  
  
  ******************
  Presidential Assistant

  Customer Answer

  Date: 09/01/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  when i spoke with customer care this week i will not be getting my complete dining set so the response from the businesa is inaccurate. im only getting tables and chairs and the bench will not be delivered til now NOVEMBER 1st!!. *********************** is the delivery manager i spoke with last week about getting my table on Saturday and was lied too and now will not pick up the phone. went and called the store and no one cam help me besides October so i happen to call customer care expressing to her that the news is waiting to air a complaint and she mysteriously was able to get me a partial delivery scheduled for September 14th. this has been a nightmare and of all the years i have ordered furniture from rooms to go this has never happen and is the worst customer seevice experience

  

  Business Response

  Date: 09/12/2022

  Dear BBB,

  We have received this latest response.

  We apologize for any confusion.  We have reviewed their file.

  We show their dining table, 3 chairs and bench will be delivered on 9/14 between the hours of 12-4.

  Our customer is welcome to verify with our ********************** On-Line website.

  Please make sure someone over 21 is there for delivery.

  We trust this has been answered.

  Thank you,

   

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

  Presidential Assistant

   

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 17912980
  
  I am rejecting this response because: we received delivery today and 2 chairs are damaged and the bench is not new it was a used bench. 
  
  Sincerely,
  
  ****************************************

  

  Business Response

  Date: 09/16/2022

  Dear BBB,

  Once again, we apologize for this situation.

  We have reviewed their file.  An exchange is being provided on the bench and 2 chairs to resolve the issue.

  it is currently scheduled to be delivered on 9/21/22.

  Once all matters are resolved, we will refund their delivery fee.

  We trust this has been answered.

  Sincerely,

   

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

  Presidential Assistant

  Customer Answer

  Date: 09/16/2022

   
  Complaint: 17912980
  
  I am rejecting this response because:

  i also have damages to my new construction home that this 3rd party company damaged that rooms to go damaged coming in my door with the furniture. i have did a pending claim with rooms to go and have not heard anything back as the email received is a no reply email box

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

• Initial Complaint

  Date:08/25/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a sectional that I miss the delivery time due to traffic. The number given to reschedule time or date was completely wrong. Now I am told my order has been sold to someone else. And I now have to wait 2 months for a back order. I will either have to wait 2 months or pay a 20% restocking fee.
  
  Nowhere in my signed contract says my item will be sold to someone else and I will have to wait for another order. Now I either loose $600 or wait 2 months store or corporate will not help and claim it's our fault.

  

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/08/25) */
  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To go, please express our apologies for the issues with delivery. Unfortunately, our drivers can only wait for about 15 minutes as they have numerous stops to finalize.
  
  Our furniture is first serve, first delivered. If for some reason a customer misses their delivery, it would go to the next paid customer. We don't hold furniture as we keep a fresh stock.
  
  We spoke with Ms. ****** this afternoon and we were made aware that she was rescheduled for 9/1.
  
  Should our customer have any further issues, we have provided her with our direct line.
  
  We thank our customer for their business.
  
  Sincerely,
  
  
  Lourdes C.
  Presidential Assistant

• Initial Complaint

  Date:08/25/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered online a sectional from RTG (Rooms To Go) on July 28, 2022. It was delivered August 4, 2022, to out new home that my mother-in-law had just closed on. We did not set it up until 4/5/2022. We noticed that the corner cushion allowed you to sink to the springs. It is very difficult to get up because you sink so low.
  
  A female came out to our home and examined the sectional corner and ordered a new cushion. Have not yet received it nor has anyone contacted us further. This week we noticed that all of the cushions are sagging and allowing us to sink to the springs. RTG 2 day return policy is not enough time to recognize a problem and we were not aware of the 2 day policy.
  
  We want our money back. I will spend more money if needed to have a sectional that has actual cushions for support. These cushions sag and cause pain to all of our backs and knees. It is difficult getting up from the sectional because of the lack of support from the cushions. We bought this sectional to replace my 20 year old sectional which had sagging cushions- should not ha a brand new one with such poor quality and craftsmanship.
  
  We either want a refund or full credit toward a product with actual still cushions.

  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/30) */
  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To Go, please express our apologies for any issues with their sectional.
  
  In order to review this further, please have our customer provide us with their order number and the primary telephone number on the account.
  
  We thank our customer for their business and their response.
  
  Sincerely,
  
  
  Lourdes C.
  Presidential Assistant
  
  
  Consumer Response /* (2000, 7, 2022/08/31) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Rooms to Go has since accepted the sectional back and we were able to purchase a different sectional of higher quality.

• Initial Complaint

  Date:08/25/2022

  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 extended warranty insurance for my couch at their Grapevine, Texas location a year and a half ago. I was assured that it would cover any damages to my couch within the warranty period. I looked at my contract, and it covers accidental damages. My couch was damaged in the past two months when guests stayed at my place, and we moved the couch out of the way to make room for air beds. The corner of my couch got a snag on it and part of the material is missing. The wood is showing through. Fortegra is refusing to cover the cost and says it doesn't cover fraying. This isn't fraying. It is accidental damage. It is also damage that shouldn't have happened with a couch less than two years old. Why is the material that sensitive? This shows that it is cheap material, and Rooms To Go should be responsible for this. You sell me insurance that I can't use and the company doesn't back up their own word. I want Rooms to Go to other reimburse me for the extra money I spent on insurance that is not usable or I want Rooms To Go to personally replace my couch, or call Fortegra themselves and get this worked out. I don't want to hear that I need to contact Fortegra myself. You guys are the ones who work with them and partner with them on insurance. Do something about it.

  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/26) */
  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To Go, please express our apologies for any issues with the sofa.
  
  Our office has reached out to our customer to acquire pictures of the sofa in order to review further with Fortegra.
  
  We thank our customer for their business and trust this is being handled.
  
  Sincerely,
  
  
  Lourdes C.
  Presidential Assistant

• Initial Complaint

  Date:08/24/2022

  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 a wingback chair last year in 2021 as well as the insurance that came through Fortegra. The left arm rest at this chair is broken internally. I reached out to rooms to go who sent out a technician for an evaluation. The technician determined that it was not repairable on site. The report was sent to ******** who promptly denied it based on "normal wear and tear". I was then bounced back and forth between Fortegra and rooms to go customer service and I requested to challenge this decision. ******** has now told me that it is completely up to rooms to go and that they will not honor this insurance. The chair has had normal use for the last 15 months and the defect is clearly related to the quality of the chair. I would like for rooms to go to reach out to me officially and explain why I cannot purchase a product for just under $400 that will not hold up to normal use in an office setting for more than *************************************************************************************************************************************************** honoring warranties. I ultimately hold rooms to go responsible for the quality of the chair that they sell their customers and expect some resolution concerning this matter.

  

  Business Response

  Date: 08/30/2022

  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To Go, please express our apologies for the issues with wing chair and Fortegra.
  
  Unfortunately, ******** has denied the claim.
  
  In the best interest, we have reached out to our customer and RTG is exchanging the wing chair. By providing the exchange, this will exhaust the contract on that chair. Our customer has been explained this factor. The chair will be exchanged out on 9/7/22.
  
  We thank our customer for their business and trust this claim has been resolved.
  
  Thank you,
  
  
  ******************
  Presidential Assistant