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

  1821 W Brandon Blvd Brandon, FL 33511-4811

  
• 

  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

  
• 

  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:08/23/2022

  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 buy a dinner table and a couch and I also pay for the insure that supposedly cover any accidental damage or any scratches or broken wood and many more and my couch its broken and the table needs repairs and they say it doesn't cover any of the problems my product has u have a few months calling and no body want a do anything to help

  

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/08/26) */
  Dear BBB,
  
  We are in receipt of this claim.
  
  Our office has reviewed their file.
  
  We became aware the store manager has communicated with our customer.
  
  As a one-time courtesy, they have authorized a reselect on both the living room and the dining room set. Please have our customer visit the office staff at the originating store and they will explain the guidelines and finalize the transaction. This offer is contingent on both sets being returned at same time as the new selection is delivered. If the price is greater, they would be responsible for any difference.
  
  The reselect offer would be valid until September 15, 2022.
  
  We trust this is resolved.
  
  Thank you,
  
  
  Lourdes C.
  Presidential Assistant

• Initial Complaint

  Date:08/23/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been calling in regards to my sectional couch having a manufacturing defect.
  
  I have only had this couch for 5 months (timing it from when I called to file complaint) and it is not used everyday as we travel a lot for work. However when it is in use it sinks more then it should causing it to be really uncomfortable and not enjoyable to sit on.
  
  We viewed this couch in person at the store before we made the purchase and I know it is not supposed to feel that way.
  
  I want an exchange however I was told a tech would have to come out first and I agreed and took time off from work to be present for this appointment. He saw the couch, asked what's wrong and said that would be hard for me to Inspect as it happens after sitting on it and only you would know how it feels so I'll definitely put that in my notes. But I'm going to be honest with you customer service isn't very great with the warranty so I do want to prepare you for that and then I saw him randomly wiping spots of the couch within like 10 seconds which I thought was very odd as there was absolutely nothing on it. I go about my day and wait to receive a call back and then I am given the news that there's nothing wrong with my couch according to the techs notes and that he cleaned my couch. I'm so confused as to what happened because that's not at all the conversation we had and there was no stains on it. I do see what he meant that I would have issues with this but I wish this doesn't continue to be the case and I get this resolved asap.
  

  

  Business Response

  Date: 08/26/2022

  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To Go, please express our apologies for any inconvenience.
  
  Per technician's report, the set is not showing any manufacturer defects.
  
  In the best interest, please have our customer send us clear pictures of the complete view of each of the pieces showing (top to bottom) frontal view. Please have them send in PDF format.
  
  Once we receive and review, we will follow-up with your office.
  
  Thank you,
  
  
  ******************
  Presidential Assistant

  

  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 inconvenience.
  
  Per technician's report, the set is not showing any manufacturer defects.
  
  In the best interest, please have our customer send us clear pictures of the complete view of each of the pieces showing (top to bottom) frontal view. Please have them send in PDF format.
  
  Once we receive and review, we will follow-up with your office.
  
  Thank you,
  
  
  Lourdes C.
  Presidential Assistant

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 17910036
  
  I am rejecting this response because:

   

  To whom this may concern, It is clear my complaint was not read or understood. My whole problem is due to the fact or this becoming a he/she said. What the tech wrote is what they are told to do in their job as that is what he told me would most likely happen. There was no stains whatsoever. He even acknowledged this is a case where only the consumer would know the problem because he cant sit on it long enough as we do to determine the couch sinks down and is uncomfortable. The response I received is very disappointing given the fact of how much I spent on something that is clearly defective and should not feel the way it does when sitting on it. It is also not something that will show on a photo as k have tried to explain that multiple times. But Ill provide photo anyways to prove the couch is in perfect condition and what the tech wrote is not accurate. I am asking for an exchange as soon as possible.

  
  
  Sincerely,
  
  Paloma *****

  

  Business Response

  Date: 10/19/2022

  Dear BBB,

  We have received the latest response.

  Rooms To Go relies on its technicians to provide us with an accurate report of the furniture.

  In view of customer's dispute with their report, we are requiring pictures of the set.

  Please have our customer send clear pictures of the frontal of the 3 pieces to her sectional.  Please make sure they are taken from top to bottom of each piece...showing all back cushions and seat cushion.

  Please have them send in PDF Format.

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

  Thank you,

   

  ******************
  Presidential Assistant

   

  Customer Answer

  Date: 11/28/2022

   
  Complaint: ********
  
  I am rejecting this response because:

   

  I need to re open case ******** to provide the photos so this can be resolved once and for all. I hadnt seen the response. This is about to be a year Ive been dealing with this and Ive wasted more time than I should have. As I have stated multiple times the couch is in like new condition when it comes to wear and tear and the technician lied about it having stains. This is about the defective couch sinking more then it should when sitting on it causing it to be extremely uncomfortable and not desirable to use. I would know exactly how my couch feels because I live with it and use it. Not some technician who didnt even spend enough time to acknowledge the issue. So let me know when the refund or exchange will be processed.
  
  Sincerely,
  
  Paloma *****

  

  Business Response

  Date: 11/28/2022

  Dear BBB,

  We have received the pictures and had the opportunity to review.  

  Rooms To Go would not be pursuing action as we do not view this as a vendor related matter.  ************** was out to view the pieces in May 2022.

  They did not find any frame or spring issues.

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

  Thank you,

   

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

  Presidential Assistant

   

  Customer Answer

  Date: 12/14/2022

   
  Complaint: ********
  
  I am rejecting this response because:

  This is in regards to complaint # ********. I have been out of the country and was unable to respond and I am so disappointed in how Rooms To Go has chosen to go about this. I have provided photos and I dont know how else to explain that I would know better then anyone how my couch feels because it is in my home. It is not okay that couch is sinking right after purchase and being so uncomfortable. I also purchased the protection plan and I am seeing it is just a scam. I dont understand how they claim they will replace something that is a mistake on our end if we were to spill something or a stain doesnt come off but they cant take accountability when a customer tells them something is wrong with the couch they made. This whole experience is not making me want to ever purchase from them again and I got ripped off paying over $2,000 for a couch that sinks and is painful to sit on. I dont see whats so hard to understand given the fact of how many other customers have had the same issue as me in these complaints on BBB. Do whats right that is all I am asking. I paid in full and I want to have what I paid for.
  
  Sincerely,
  
  Paloma *****

  

  Business Response

  Date: 12/14/2022

  Dear BBB,

  We are in receipt of the latest response.

  We have reviewed the file once more along with the pictures our customer sent.

  We do not see any issue that can be deemed as vendor related.

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

  Thank you,

   

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

  Presidential Assistant

• Initial Complaint

  Date:08/23/2022

  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.

  Ordered a sofa in store. On my delivery date the drivers damaged it in several spots. I was told to keep and they would start a ticket for replacement. Store knew nothing about it. Got second delivery and the drivers refused to deliver it since they had already been docked on first delivery and told me to go to the store and pick a different item. Went to store. Was told it would be delivered and I would be contacted. Didn't happen. I called back, everyone was clueless. I asked for store manager. Store manager read off email from delivery manager and again told me to come pick a different item. I wanted the item I ordered. That's why I purchased it and paid for delivery. He didn't apologize, didn't issue any customer service. Could have cared less. I then just said refund my money. First and only time ever ordering from rooms to go. He said he would start refund process. I've emailed. I've called the service line and the store. No one seems to know why I haven't been issued a refund or can tell me when I will be issued a refund. No estimated time. No paperwork. No communication. Horrible customer service.
  

  

  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 the various issues. We will be investigating further with the delivery company.
  
  A return of the sofa for a full refund was authorized. The sofa was picked up on 8/23 and our customer will be mailed their refund check on 8/29.
  
  We trust they will allow us another opportunity in the future and consider this resolved.
  
  Thank you,
  
  
  Lourdes C.
  Presidential Assistant

• Initial Complaint

  Date:08/23/2022

  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.

  Last year we bought both our kids bedroom sets from rooms to go and purchased the extended warranty so if anything broke etc it'd be covered. Fast fwd a few week ago the note light in our daughters bed went out. We contacted them right away, they sent a tech out who stated the headboard would need to be replaced bc the ELECTRICAL was bad in it. It's been a few weeks and haven't heard anything so reached out for them to tell us they would NOT be replacing it and instead "fix" hers. The problem? 1. I was told I'd get a new one 2. You want to take my elementary child's bed!!! Where will she sleep for the month+ it takes you to fix it?? Yeah that's not there problem. The extended warranty your selling is a SCAM and theft of monies paid for that exact reason. They claimed they can't back up what the tech said. We've spent about 15k with them in the last few years and this is the service we get? Never doing business with this company again. So now I'm stuck with a bed that doesn't even work properly and is BRAND NEW!

  

  Business Response

  Date: 08/29/2022

  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 headboard.
  
  Fortegra is abiding by the terms of their contract in ordering parts and trying to resolve through repair. Unfortunately, we are facing part delays in some product of over 3 months.
  
  In view of that factor, we have generated an exchange of the headboard/footboard combination. By exchanging the piece, this will exhaust the Fortegra contract. The next available date would be 9/2. If this date does not work for our customer, they are welcome to reschedule order#********** through our Care Center at **************.
  
  We thank our customer for their business and trust this has been resolved.
  
  Sincerely,
  
  
  Lourdes C.
  Presidential Assistant
  
  
  Consumer Response /* (2000, 7, 2022/08/26) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Yes we will accept this. Looking forward to the new headboard on 9/2

• Initial Complaint

  Date:08/23/2022

  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 put a queen ******** an adjustable bed on layaway for my started out in my name and was then transferred to his up on delivery. But with they delivered was a full size my (****) not a queen size ********.

  

  Business Response

  Date: 08/29/2022

  Dear BBB,
  
  We are in receipt of this claim.
  
  Our office has reviewed their file.
  
  Since the initial delivery in June 2019, there are no issues documented either verbal or written about the mattress or its size being incorrect.
  
  As a good will gesture, we have reached out to ******************** and have scheduled a technician to evaluate and acquire measurements on 9/13.
  
  Once we receive and review their report, we will follow-up with your office.
  
  Thank you,
  
  
  ******************
  Presidential Assistant

  Customer Answer

  Date: 08/30/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I not received a definite response yet. There just sending a tech out for measurements.

  

  Business Response

  Date: 09/09/2022

  Dear BBB,

  We have received the latest response.

  Please refer back to our previous response on 8/29 on Case#********.

  We would not be able to review this situation until the technician takes measurements and provides an official report.

  Our customer's service is scheduled for 9/13/22.

  Thank you,

   

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

  Presidential Assistant

   

   

   

  Customer Answer

  Date: 09/20/2022

   
  Complaint: 17912558
  
  I am rejecting this response because:

  I haven't heard back from Rooms to Go after the technician was here on Tuesday 13th.  Waiting on there reply after his report. I agreed to this on the grounds they would get back with a me.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/26/2022

  Dear BBB,

  We are following up on this claim.

  The store authorized a reselect on the mattress towards another mattress of same value.

  We  consider the claim resolved.

  Thank you,

   

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

  Presidential Assistant

• Initial Complaint

  Date:08/23/2022

  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've been a loyal customer and have spent thousands of dollars with RTG for years. I have never been this outraged before I recently went to the *******, ** location to purchase 08/14/2022 a bed set with a nightstand that wasn't available on the floor for me to see, I was informed by the sales associate if the purchase was made I can get a exchange or they'll charge a 20% restocking fee if I didn't like it. I got my delivery 08/19/2022 where the delivery guys dropped the boxes like they didn't care, the boxes were damaged and very poorly delivered. I called the store back the next day to speak with the same associate who had helped me select the furniture she mentioned to me that there was going to be a 20% restocking fee for the return and was going to call me back she was busy, I never got the call back I called the *************************************************************************************** that I had to go back to the store to get my Refund they couldn't help me. I went to the store 08/22/2022 spoke to Supervisor ****** who I had spoke to showed proof of how poorly my merchandise was delivered and I wanted a refund. I was refused to get a refund after being told by the sales associate and the customer care specialist, said she couldn't and her excuse was well the people over the phone are different from us who actually work at the stores. I feel like I have been bamboozled by RTG after spending so much money over the years and being loyal to them I wouldn't recommend anyone to ever purchase from RTG.

  

  Business Response

  Date: 08/26/2022

  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To Go, please express our apologies for any problems with delivery.
  
  We have sent a copy of this claim over to the delivery manager to investigate and review further.
  
  At this time, we are aware the store has spoken with our customer and offered a reselect. However, since its past the 48 hours, there will be a 20% restocking fee as per our contract.
  
  We trust this has been answered.
  
  Sincerely,
  
  
  ******************
  Presidential Assistant

  

  Business Response

  Date: 08/30/2022

  Dear BBB,
  
  We are following up on additional information.
  
  Our customer placed a full chargeback on their order.
  
  In the best interest to finalize, a return has been authorized and the bedroom set will be picked up on 9/7/22.
  
  We trust this has been resolved.
  
  Thank you,
  
  
  ******************
  Presidential Assistant

• Initial Complaint

  Date:08/22/2022

  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 had furniture delivered 6/29. I told the guy when they delivered it the issues and he said they would be fixed. I had to call within 15 mins of it being delivered about the love seat. I informed them of the issues. On 7/14 i had the first guy come out to "fix" it.. He told me that the issue was that they didnt remove the back like the were supposed to and they put it up on its end that is why it was broke. He asked me if they had taken pics i said no they didnt and they havent called me to come fix it..He said call back in which i did. I also submitted pics of the damage on my floor and door frame where it wasnt removed properly. I never got an email so i reached back out AFTER the 2nd guy came out. I was informed that it was denied bc it wasnt in 72 hrs. I then respeonded with i did tell the guy i dontknow if he understand but he said ok and it would be fixed. they said they would take a second look and denied it.. I then said i would be hiring an attorney and i was told they wouldnt send anything to my attorney it was policy and they wouldnt share info.. So now i have a damaged door frame and scratches only onthe floor from where they were sliding the loveseat.

  

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/08/22) */
  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To Go, please express our apologies for any issues with the furniture and for any inconvenience.
  
  Regarding the loveseat, we show this was exchanged out for our customer.
  
  Concerning the alleged damage to floor and door frame, this was reviewed by the corresponding delivery company as well as our In-House Claims.
  
  Unfortunately, the alleged damage was reported 13 days past the delivery. This was not reported within a reasonable time frame.
  
  We apologize for being unable to accept or pursue any action on the alleged damage for the reasons explained above.
  
  Thank you,
  
  
  Lourdes C.
  Presidential Assistant
  
  
  Consumer Response /* (3000, 7, 2022/08/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  It was reported for the 2nd time that day. I told the delivery driver whom said it would be taken care of. I said that originally. Yea I got a new loveseat bc it was messed up from delivery but I didn't get my door frame or floor fixed

• Initial Complaint

  Date:08/22/2022

  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 had scheduled our furniture delivery for 8/20/22 and our scheduled window was from 11 am - 3 pm at the last minute they called and changed it to 3-6 pm because they were running late. I stepped out to the pharmacy and get a call at 3 pm that they are there and that the most they can wait are 15 mins after I'd waited for hours. I make my way back in less than 15 mins and there is no truck, they waited not even 10 mins and then left. I have them recorded on my video camera leaving right away. I then follow their route from the website they provided and the truck is 3 mins away on the next development dropping something off so I ask the driver if he is coming back and he said: "No I am done for the day, you need to call the store to schedule another time". I asked why didn't they wait and the driver said he needed to use the bathroom so he left. I then called dispatch and the store and no one wants to take responsibility.
  
  Now I have to wait who knows how long for the furniture I've been waiting for months. Whoever is in charge of logistics needs to get a better grip on their employees. The fact that we get a window so large is insane, the fact that the driver says calls it done for the day where if I were to be home 5mins before means that he would have been unloading and putting my furniture for hours is insane. $15K plus in furniture and they don't get to be flexible however, we the paying customer, have to be flexible. Having to wait 2 days for the order to get "unlocked" so THEN I can schedule another time is illogical.
  
  I am beyond disappointed with this process. I really hope Rooms To Go would own their mistakes and do right by their costumers.

  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/24) */
  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To Go, please express our apologies for any issues with their delivery. Unfortunately, there will be times when the drivers will be delayed due to room set-up or traffic conditions.
  
  We train our personnel to advise all customers if they have to leave to make sure someone stays at home to accept the furniture. If we are low in stock, when this happens, the product will go to next customer.
  
  At this time, we are aware our customer was rescheduled for 9/3 on most of their orders. There are two orders with product not available. They are ********* (mirror) and ********* ( occasional tables). These orders are dated for 9/20.
  
  We thank our customer for their business and their patience and trust this has been answered.
  
  Sincerely,
  
  
  Lourdes C.
  Presidential Assistant

• Initial Complaint

  Date:08/21/2022

  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.

  On 6/7/22 I order a bedroom set on roomstogo.com order # XXXXXXXXI It was scheduled to be delivered on 6/18/22 and I paid full cost for delivery & set up. On 6/18 they called at 10:30 and said the driver had any emergency and the order would have to be rescheduled for Monday 6/20/22. The entire set was delivered on 6/20 After the delivery guys left I noticed the bed had some damage on the side and some of the dresser drawers would not open because of damage. I called customer service and they said the would send out a technician to see if the furniture could be fixed. On Monday 6/27 a tech came out he said part of the bed needed to be replaced and the dresser drawers weren't fixable. He said to call customer service. I spoke with customer service and they ordered a replacement dresser and part of the bed then scheduled a new delivery for 7/16 on that day they didn't have the correct part to replace on the bed but, they did replace the dresser. So they set up another delivery to bring the replacement part for the bed on 7/16/22 unfortunately after looking at the dresser and trying to open and close the draws there was damage on the top of the dresser and on one side and two drawers would not open and close completely. Instead of calling I sent an email with pictures and they responded and said they were adding a dresser to my 7/16 delivery. On 7/16 they came and replaced to part on the bed and it looked great. However they could not even take the new dresser out of the box because it was damaged. They told me I had to keep my current dresser and call customer service to get a 4th dresser sent out. When the 4th dresser came they took the 3rd damaged dresser and put it on the truck when they opened the 4th dresser it was also damaged and could not be exchanged they left with both dresser's because I wouldn't let them bring the 3rd damaged dresser back in. He said his boss would be calling me. No one called. Customer service said all they could do is offer a re select

  

  Business Response

  Date: 08/31/2022

  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 any problems with their bedroom set.
  
  In the best interest, we have authorized a return of the bedroom set for a refund.
  
  Our customer was scheduled for the next available pick up date of 9/7 under order #XXXXXXXXRT. Should this date not work for our customer, they are welcome to reschedule On-Line or through our Care Center at X-XXXX-XXX-XXXX.
  
  We hope our customer will consider us again in the future and trust the matter has been resolved.
  
  Thank you,
  
  
  Lourdes C.
  Presidential Assistant

• Initial Complaint

  Date:08/20/2022

  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.

  Purchased dinette set on 2/19/2022 from Rooms to Go. Order # XXXXXXXX. It was delivered on 3/2/2022. The table top & chairs were damaged. They did replace the table top and exchanged the chairs which arrived again damaged. I requested a technician to correct the damage. He did not correct it. He made it worse by painting it with spray paint that ruined the chairs. They feel like sandpaper. It is gloss paint originally. They sent another technician to correct it. The technician said it cannot be fixed that l need new chairs. Rooms to go manager Fergus said they will not come back out that l need to order another set again and that since they increased the price l have to pay the new price plus delivery. I should not have to pay more for the exact same set due to their mistakes. I already paid them for delivery the first time. The technician also got spray pain on my kitchen tile. This is not customer satisfaction. I want the dinette set replaced at the price that l paid in 2/19/2022..

  

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/08/23) */
  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To Go, please express our apologies for any problems with their dining set.
  
  Unfortunately, we have a back order on the dining set at this time until after 9/20/22. Therefore, we cannot exchange at the present time.
  
  In view of that, our customer has also been offered a reselect towards another dining set of same value. If the price is greater, they would be responsible for any difference. This offer would be contingent on customer returning present dining set at same time as the new selection is delivered.
  
  At last recourse, we will authorize a straight return for a refund.
  
  The reselect offer would be valid until September 30, 2022.
  
  We thank our customer for their business and trust this has been answered.
  
  Sincerely,
  
  
  Lourdes C.
  Presidential Assistant
  
  
  Consumer Response /* (2000, 7, 2022/08/26) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Offered a replacement for the four damaged chairs.Will receive them October 22.