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.

close

Find a Location

Rooms To Go has 153 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:08/19/2022

  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 decide to purchase an item on 12/2021 after being informed that I would lose credit because I haven't purchased anything in some time. I was given a delivery when I made the purchase and then a second delivery date after I purchase the product. The last delivery date I was given was 8 to 9 months after the purchase date and long after the delivery date that I was told before I paid for the product. I also didn't pay for the assembly fee because I wanted to just have the item delivered to the door because of my occupation and anything could happen where I would be out of town unexpectedly and the delivery date was just too far to tell. An internet sales representative told me that I would still have to be present for the door delivery. So I paid for the assembly fee. I waited patiently for the product. I never once complained about the length of time it was taking to receive the product. Fast forward to August 15, 2022, I took it upon myself that morning to check the delivery time frame for that day ( the company states that you cannot know the delivery time frame until 48 hours prior to the delivery date). The delivery time frame would be **** pm. I had to take my child to an unexpected doctor's *********** that afternoon. I called the internet sales on 8/15/22, and told them my predicament and said that I would be available that morning and afternoon but would not be available between 12:30-3 pm. They asked if I had anyone of 15 years of age who could be there to receive the item. Keep in mind they originally told me that someone 18 years or older had to be present. I told them I didn't have anyone. They said ok and that I could call to have them reschedule the delivery. When I called the next morning they told me that the item had been discontinued and they would have to contact the warehouse because my item could be given to someone else. I never received any options to pick up the item or told this information before when I told them my delivery predicament.

  

  Business Response

  Date: 08/23/2022

  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To Go, please express our apologies for any issues with their purchase and store. We have forwarded a copy of this claim to the originating store for further review.
  
  We are aware our customer did speak with one of the floor Supervisors.
  
  Regarding closing their Rooms To Go account, they would have to direct to Synchrony as we would not be able to close it.
  
  We trust our customer will allow us another opportunity in the future.
  
  Thank you,
  
  
  ******************
  Presidential Assistant

• Initial Complaint

  Date:08/19/2022

  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 purchased furniture from Rooms to Go with a 3 Year extended warranty.
  
  The furniture is terrible. Damaged and not like what they have in the show room. I am in my 3 set in 3 weeks.
  
  Their legal ease says after yo take delivery it cannot be returned. Just exchanged. But I am at my wits end a month now for 2 sofas and 3 recliners to the tune of 4500 bucks with the extended warranty all plus delivery fees.
  
  Which is another story. I have videos of them unloading and throwing off the back of the truck to the tune of a 4 to 5 ft drop.
  
  Please advise and help.
  
  I would like a refund and to return the stuff. Of course they will charge me a fee if it gets that far.

  

  Business Response

  Date: 08/30/2022

  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 issues with their furniture.
  
  Our customer receive an exchange on the sleeper and 3 recliners on 8/17/22.
  
  If there are continuing issues with those pieces, please have our customer be so kind and provide clear pictures of the complete view of each of the recliners, sleeper and loveseat showing the full frontal view of each piece from top to bottom and what the issues are with them. Please send pictures in PDF Format.
  
  We thank our customer for their business and their response on the pictures.
  
  Sincerely,
  
  
  Lourdes C.
  Presidential Assistant

• Initial Complaint

  Date:08/19/2022

  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 purchase a sectional sofa from R2G 2 years ago with a 3 year warranty on the product.May of 2022 I had a mechanical issue and submitted a claim to repair it under the purchased warranty through Guardian, a vendor of R2G. Its now Aug 2022 and the issue is still not resolved. I have spent over 40 hours on the phone with Guardian and R2G to get this issue fixed. **** told lie after lie and cannot believe a word out from either company. Disgusting level of customer service from both companies. Constantly told one thing, then another then another again. No resolution, no faith anything will be done at this point. Ask for repair, refund or resolution with no reply and constant run around.

  

  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 Guardian and our ******************************** reached out to ************** to apologize for this situation. We will be investigating the allegations brought forth further.
  
  We were able to review their file. A service is scheduled for 9/6 to install the parts for the affected pieces. We will be following up personally the day after to see if everything was resolved for our customer.
  
  We thank our customer for their business and trust this is being handled.
  
  Sincerely,
  
  
  ******************
  Presidential Assistant

• Initial Complaint

  Date:08/19/2022

  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.

  Order #*******, 5/7/22 I purchased a bedroom set, mattress and adjustable base. It was delivered 7/30 all pieces had damage except 1 nightstand. I did not want to accept the items but the delivery people said I have to keep the items and reschedule for an exchange. I called the salesperson ********************************* about the issue and he said I will get an exchange for the items. I told him that if the next delivery has damage I do not want any of it and want my money back because I am not going to keep being inconvenienced. On 8/13 the replacement items were delivered and there was damage to almost all items in the set again the adjustable base was ripped. I told the delivery people once again take everything back I do not want it once again they told me I have to keep it and reschedule for replacements again! I called the store and talked to Manager *** and told him I no longer want the items the stuff is bad quality I no longer want to be inconvenienced and I want everything returned and all my money back. He told me he would refund my money once the items were returned however I have to be inconvenienced again to have the items picked up. I had to use one of my vacation days to take off work to have the items picked-up, which is today 8/19 The delivery people came to pick-up the items and took everything except the mattress and the base. I told them I told the manager *** I did not want anything and the base is damaged also! The delivery person told me I have to call the store and make arrangements once again to have the base and mattress picked-up. At this point I call the store and talk to a manger named ****** she told me that that manager *** did not put the base on the list and the mattress can't be returned. I told her once again I do not want any of the items and I want "all" my money back. She told me all she could do is replace the base and give me $180 credit and I will be credited for the bedroom set items in a few days. See full letter attached below!

  

  Business Response

  Date: 08/23/2022

  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To Go, please express our apologies for any issues with their bedroom set. We are aware the bedroom set has been picked up and we will be exchanging out the base for them on 8/27.
  
  Our customer has also been provided with accommodation.
  
  We thank our customer for their business and trust the issues have been addressed.
  
  Sincerely,
  
  
  ******************
  Presidential Assistant
  

  Customer Answer

  Date: 08/24/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  When the business comes on 8/27 they should take the torn adjustable base and this horrible mattress that is not getting any softer as promised by the sales person. It is killing my back! This is not the feeling it had in the store and I complained to sales person on 7/30 when all the furniture came damaged except a nightstand. He said the mattress should get softer in 30 days? I never had a mattress that you have to wait to feel comfortable. The first mattress came with a came with a lump in it and they exchanged that, with the one I have now so they can take it back if they want they are just being difficult. Also I have not been accommodated. There have been no refunds to my account for the rest of the returned furniture and I can't get back the time I have been inconvenienced by this situation. Once again I am asking them to please take the adjustable base and the mattress and refund all my money.

  Customer Answer

  Date: 08/27/2022

  ***Document Attached***
  Update, I had to cancel the delivery exchange today 8/27 for the base due to another abnormal lump being discovered on the side of the mattress. I called customer service since the store was not open and talked to a ****. He scheduled a technician to come out to examine the mattress for 9/10. The base exchange is on hold until the mattress can be examined. As I told you, I want "all" items returned and all my money refunded because the products are not good quality. This mattress cost $2,896.00 there should be no lumps anywhere prior to using the mattress or after and it should be comfortable right away I should not have to wait 30 days. I have attached pictures of the lump. Once again, I am asking that you please take the mattress and base and refund all my money.
  See Attachment/File: Mattress Lump 8-27-22 Picture 1

  

  Business Response

  Date: 09/14/2022

  Dear BBB,

  In order to satisfy the claim, a return was authorized for the base and mattress for a full refund.

  Both pieces were picked up on 9/10/22.  

  Due to order being financed, please allow at least ***** business days for processing and at least two billing cycles to post on their finance statement.

  We trust this has been closed.

  Thank you,

   

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

  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:08/18/2022

  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.

  A sofa was bought on 30th May 2022 and was delivered to home in second week July. Within 20 days, we noticed that the sofa started to sag from some places, causing grave discomfort to back. We contacted Rooms To Go regarding a refund, since a sofa is meant to last for years, if not decades. They outright refused that it is a defect and claimed it is "as per design". When confronted with photos of sagging portions, they agreed that its a problem. However, they still refused a refund saying "the amount of time the piece has been at home is more than 48 hours". They finally ordered a replacement for us. This was after a LONG discussion spanning over days.The replacement was delivered yesterday and well, it has the same issue! This time, we reported it to RTG within 24 hours and the customer care executive started with the same thing: "amount of time the piece has been at home"... When reminded that this is a replacement and has not spent even 24 hours at home, they changed tact to say: "we mean time from delivery and not time at home"! Such deceit! Well, its not ***** change that we paid for the sofa, its $2000. We expected quality. Its not there. And now we request a refund for the sofa and the 3 year ****************** we bought with it.We bought stuff worth $4300 on that day, and we are fine with the other things we bought. If an item is "bad", RTG must accept its mistake.

  

  Business Response

  Date: 08/23/2022

  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To Go, please express our apologies for any problems with their couch.
  
  We have authorized the store to return their red power sofa for a full refund. The store was able to schedule return #********RT for the next available date of 8/31/22. Should this date not work for our customer, they are welcome to reschedule through our *********** at **************.
  
  We trust this has been resolved.
  
  Thank you,
  
  
  ******************
  Presidential Assistant

• Initial Complaint

  Date:08/18/2022

  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 had a delivery scheduled for yesterday Wednesday 8/17/2022 for a couch and the driver never showed up as he went home. I took a day off of work and even had people come over to help get the furniture set up. I was contacted by Rooms To Go letting me know that I would be receiving my couch Friday at the latest as this was their mistake and that an area manager would be contacting me in the morning. That would have been fine as I NEED this couch by Friday. However, the area manager never contacted me. I contacted Rooms to Go and spoke with a supervisor who told me the earliest they could get this to me is by the 25th or I can pick it up at the warehouse an hour away plus I would have to spend money on a truck and gas and take another day off of work. This is unacceptable behavior. I still want my furniture delivered but I want the delivery fee credited as trust has been broken multiple times.

  

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/08/23) */
  Dear BBB,
  
  We are in receipt of this claim.
  
  Please express our apologies to our customer for any inconveniences he may have experienced.
  
  Our office is concerned by the allegations expressed in their letter, as we do not condone any lack of professionalism by any of our associates and/or affiliates.
  
  We will be reviewing a copy of the letter with the delivery company's management team to further investigate and address any issues should it be deemed necessary.
  
  Our records reflect a redelivery for their order was scheduled for the earliest availability. Unfortunately, sooner was not possible given the heavy volume we deal with. We show the customer inquired about customer pickup. One of our customer care supervisors explained we would refund the entire delivery charge for this option and would need to be done at our Dunn customer pickup location. Currently, we show the customer opted to have the furniture delivered on 8.25.22. Half of the delivery charge was offered as an accommodation once the delivery was finalized. However, our office will authorize a refund of their delivery charge on this order of $169.99 once the delivery is finalized. Please allow up to 21-30 business days to process and 1-2 billing cycles to show on their finance statement.
  
  We trust this claim is settled.
  
  Thank you for your time.
  
  Sincerely,
  
  
  Nannette O.
  Presidential Assistant
  
  
  Consumer Response /* (2000, 7, 2022/08/24) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  This is satisfactory compensation. Thank you

• Initial Complaint

  Date:08/17/2022

  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 too am entire day off of work for a delivery. The failed to deliver the first scheduled delivery so this is actually the second attempt. I have been waiting at my house since 9am and no delivery. I wasted an entire day off of work and could not leave my house in anticipation of a delivery that is now 6 hours outside of the window.
  

  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 6, 2022/08/24) */
  Dear BBB,
  
  We are in receipt of this claim.
  
  In view of this just being delivered from Shop Repair, we will need to send a technician to evaluate and take pictures of the chaise.
  
  We can schedule our customer for the next available service date of 9/13. Please let us know if that will work.
  
  We trust this is being handled.
  
  Sincerely,
  
  
  Lourdes C.
  Presidential Assistant

• Initial Complaint

  Date:08/17/2022

  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.

  on07/03/52020 i purchase a sofa,loveseat, and chair from roomstogothe theamount of $4937.40.thsofawas dark brown. itshas disco(orations spots thaarenow light/i purchasea wanrranty and it was sold as geniune leather . i wuld lika another sofa or for themto remove alldiscoloration spots.

  

  Business Response

  Date: 08/30/2022

  Dear BBB,
  
  We are in receipt of this claim.
  
  Our office has reached out to our customer via e-mail to acquire clear pictures of the complete view of the pieces in her set. We have not received a response.
  
  Please have our customer be so kind to provide clear pictures of the complete view of each of the leather pieces (showing top to bottom) frontal view in PDF Format.
  
  Once we receive and review, we will follow-up with your office.
  
  Thank you,
  
  
  ******************
  Presidential Assistant

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 17912946
  
  I am rejecting this response because:

  I explain to RTG that I do not have another camera to take pictures. I only have my cell phone which is seven years old . THE PICTURES WOULD BE THE SAME. RTG needs to send someone out to me to take the pictures they need.

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

  

  Business Response

  Date: 10/13/2022

  Dear BBB,

  We are in receipt of this latest response.

  We were able to schedule our customer for the next available Saturday, 10/29.

  If this date does not work for them, they are welcome to reschedule through our *********** at **************.

  Once the technician visits and takes pictures, please allow a few days to review and follow-up with your office.

  We trust this is being handled.

  Thank you,

   

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

  Presidential Assistant

  Customer Answer

  Date: 10/13/2022

   
  Complaint: 17912946
  
  I am rejecting this response because:i would like to wait until pitctures are taken and refund issued.
  , 
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/08/2022

  RTG is authorizing our customer a 100% value reselect towards another 3 piece sofa set of same value.  If the price is greater, they would be

  responsible for any difference.  This offer is contingent on our customer returning their current 3 piece sofa at the same time the new selection

  is delivered.  Please have them visit the office staff at their originating store.  The store will explain what monies they can use and print up their sales order.

   

  The reselect offer is valid until December 8, 2022.

   

  We trust the claim to be resolved.

   

  Thank you,

   

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

• Initial Complaint

  Date:08/17/2022

  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 Capital City Leather sofa set (I was told it was leather) from Rooms to Go in December 2014. This new purchase was the result of a previous set I also purchased from Rooms to Go that turned out to be bonded leather, that began to peel only after a short time. Nevertheless, I took a chance with them again. I took my time looking for a replacement set, and I distinctly asked if the new purchase was Genuine leather and was assured that it was. I have had this set for 7 years and it too is peeling. While the top of the set is leather with no obvious signs of peeling, the sides and the backs are not leather. My issue is this, I trust that the person representing or working for a company will be fair and honest. (and not simply try to secure a sale by any means necessary). At that time, if I had been told that the backs and sides of this set was bonded leather, I never would have purchased it. Instead, I would have added additional money to the $3400 plus dollars I paid and got something that was Genuine leather. (My brother purchased a sofa set from ****** furniture in the 90' s and while it has aged, it has not peeled at all)I cleaned the set with the provided cleaning product from Rooms to Go, so they cannot say that it is my fault. When I bought the set, I also paid extra for protection they use thinking that I would add to its longevity. I am a cancer survivor and am now back at work from my second subsequent surgical revision and cannot afford to just toss this furniture and buy more. After researching, I found that this is not an isolated incident. Rooms to Go has been taken to court and sued for the issue with their bonded leather and not so honest practices. I also found that most consumers did not get positive responses from customer care nor the corporate office, so I decided to file a formal complaint. I do not want any money back...

  

  Business Response

  Date: 08/22/2022

  Dear BBB,
  
  We are in receipt of this claim.
  
  Rooms To Go provides a 1-year warranty to all its customers.
  
  We have reviewed their file. Since the initial delivery in 1/2015, there is no documentation of any ongoing issues with the set during the 1-year warranty period or even shortly thereafter. The 1-year warranty has long expired.
  
  Unfortunately, the set is now 7 1/2 years old. We would not be able to consider any action of a product with this type of maturity.
  
  On behalf of Rooms To Go, we apologize for being unable to accept this claim for the reasons explained.
  
  Sincerely,
  
  
  ******************
  Presidential Assistant

• Initial Complaint

  Date:08/16/2022

  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.

  I placed an order for furniture through internet sales at this store, after being lied to several times about delivery time frames etc. we canceled the order. We were told by the store it had canceled the order and were sorry about the mix up. sale is still pending on my credit card and credit card co. states store has not canceled the sale appropriately by releasing the pre authorization. I have called 6 times and have been denied to speak with the manager. I want the pre auth removed and this transaction canceled correctly.
  

  

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 5, 2022/08/17) */
  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To Go, please express our apologies for any inconvenience or oversight.
  
  Our office reached out to our Finance Supervisor and they removed the pending charge and the order was canceled.
  
  We trust this has been resolved.
  
  Thank you,
  
  
  Lourdes C.
  Presidential Assistant
  
  
  Consumer Response /* (2000, 7, 2022/08/17) */
  (The consumer indicated he/she ACCEPTED the response from the business.)