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:08/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In April of 2020 I purchased a living room set from rooms to go and a table with 3 chairs I paid cash foe the table and 500 in cash for the living room set that cost me about 3200 dls I also Insured the living room set maybe 4 months into having the living room set there was a tear under a cushion that the insurance was supposed to cover I called rooms to go to let them know and turns out they couldn't find my transaction in the system I have also went to their store to see why they can't find me in the system they asked me all my info and all they could pull up is the bedroom set that I purchased from them but the transaction from the living room set is on my credit card from rooms to go I have been back and forth with them for the past year to get the issue resolved and again they say they cant fix the issue so where is all the money I paid? Why is it not in their system? I just purchased another living room set from them for almost 5,000 I hope they don't do the same thing again and I also insured my purchase please replace my other living room set or please refund the money I paid that you guys say you cannot find
  

  

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/08/18) */
  Dear BBB,
  
  We are in receipt of this claim.
  
  Please accept our apologies for any inconvenience experienced.
  
  With respect to our customer's situation, our office has reviewed the issue with corresponding departments. We have located the order the customer is referring to; however, it is under a different name altogether. The purchase was made under Anna Carranza on 2.15.20. The order in question was never under ****** ******** which is why it could not be located.
  
  Rooms To Go offers a 1-year warranty for manufacturer's defects and workmanship at the originating delivery location as stated on the Terms and Conditions of Sale located on the purchase receipt provided at the point of sale. This expired as of 3.16.21. The customer purchased an extended service plan powered by Guardian. Ms. Carranza may contact Guardian for service approval.
  
  We trust this will settle this claim.
  
  Thank you for your time.
  
  Sincerely,
  
  
  Nannette O.
  Presidential Assistant
  
  
  Consumer Response /* (3000, 7, 2022/08/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Ok I went in and gave both names and why was it under Ana when I gave you guys my info also you guys looked for Ana under her aver address we gave you guys all the info for both of us also I went in 3 months after I made that purchase for the issue we had with the living room set and called several times after that and we kept going up until this year when we decided to make the list other purchase so now I have 2 living room sets I'm my house because you guys decided to put something under someone else without consent every piece of furniture that I have in my house is a purchase from you guys I have spent thousands of dollars and I will never shop with you guys again!! All you guys had to do was replace a couch part that has a hole on one of the parts we sit because that couch was so cheaply made that it basically was falling apart 3 months into having it home. Replace it or give me my money back!! Another thing how was it under Ana's name but I was paying it with my rooms to go credit card and she's not on my card or an authorized user?
  
  
  Business Response /* (4000, 9, 2022/08/24) */
  Dear BBB,
  
  Our office is uncertain as to what is being stated in the customer's rebuttal. Unfortunately, as previously explained, our data base does not reflect a living room set purchased with a table set in 2020 under ****** ******** or under the phone # listed.. The order in question was located under the name provided at the point of sale. If they would like to provide you with a copy of their purchase invoice showing something different, we would be happy to review.
  
  Nevertheless, the order is out of RTG's 1-year warranty. If they have the extended service plan, they must contact Guardian for any service approval
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  Nannette O.
  Presidential Assistant

• Initial Complaint

  Date:08/15/2022

  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.

  We purchased a couch from Rooms to Go on 11/29/2021 (Order #XXXXXXXX). After it was delivered on 3/1/2021, we used the couch for a few months before we heard a loud pop from one person sitting down normally on it. It was clear some type of internal support had broken and now the couch was sunken and unable to be fully utilized. Upon calling Rooms to Go, they said a tech would have to inspect it. When the tech came at a later date, he immediately noticed broken springs and said he couldn't fix it because the springs had already failed. He photographed and documented the damage and stated that it would be "no problem" for RTG to process a return/refund based on this type of defect.
  
  When RTG called us, they acknowledged the damage, but refused a removal and refund of purchase, which is part of the one-year warranty. They said 'because you have received the sofa in the home,' they would only replace the couch or let us return it for store credit. We did not want a replacement as we felt the product was subpar and would break again. When asked to elevate to leadership, the representative stated that was the final offer and noted 'there would be no additional considerations.'
  
  We were leaving for an extended vacation so we asked the representative to understand we would need this reconsidered. Again, they insisted that store credit was the only option. Upon returning, RTG was slow to respond and when calling the store directly, it was noted by the rep that 'you missed your 30-day window' and the 'store credit offer was now void and that you will have to call Customer Service and try to restart the 30-day window for credit.'
  
  All of this is simply unacceptable as there is currently a one-year warranty on the product. The cost of the couch and Fortegra Guard It Furniture Service plus delivery fee and tax was $2,252.49.
  
  We are asking that RTG picks up the defective couch and refunds our entire purchase immediately.

  

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 10, 2022/08/18) */
  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.
  
  In the best interest to resolve, as per our Rooms To Go contract, we have offered our customer a reselect towards another couch set of same value. If the price were greater, they would be responsible for any difference. This offer is contingent on the armless and sleeper being returned at the same time the new selection is delivered. Please have them visit the office staff to finalize this transaction.
  
  The reselect offer is valid until 9/18/22.
  
  We trust this has been answered.
  
  Sincerely,
  
  
  Lourdes C.
  Presidential Assistant
  
  
  Consumer Response /* (3000, 12, 2022/08/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We do not accept this response from the company. As we clearly stated in our original complaint, we are not looking to purchase another piece of furniture from them. We are asking that they honor the one year warranty on this defective product by providing a full refund and also picking up the faulty furniture. This whole ordeal has not inspired any confidence in the company or their customer service. The amount of time alone that we've spent on trying to get this resolved - taking off work to wait for a technician, endless phone calls, visits to the store, and now by contacting the BBB - is unacceptable. We do not want replacement furniture. We do not want store credit for other furniture. We want a full refund and the couch picked up by RTG so that this can finally be resolved.
  
  
  Business Response /* (4000, 14, 2022/08/25) */
  Dear BBB,
  
  We have received the latest response.
  
  In the best interest to resolve, a return of the sofas has been authorized for a refund.
  
  The sofas will be picked up on 8/31/22. Once the furniture is picked up and return invoiced, the monies will be sent back to their credit card. Please allow at least 7-10 business days to post on their card.
  
  We trust this has been finalized.
  
  Thank you,
  
  
  Lourdes C.
  Presidential Assistant

• Initial Complaint

  Date:08/14/2022

  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.

  Ordered and paid for 4 swivel patio chairs on 2-9 2022 for$ *******. Items we supposed to be delivered 5-9-22. Early in May we were told that they were going to be delayed until early August. On August 8 we received a voicemail that they are further delayed. I called Internet Sales at Rooms to Go and was transferred around to different departments for 45 minutes. On my last conversation with customer support I asked to speak to a manager and was told none were available. I asked for a manager to call me back and a week has gone by with no call back. **************** said they had no idea when I could expect delivery. They have had our money over 6 mos and we have no product and no idea when to e xpect our merchandise. I want to be compensated for this outrageous delay and I want to know exactly when I will receive my merchandise.

  

  Business Response

  Date: 08/18/2022

  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To Go, please express our apologies for the date after on the furniture.
  
  Rooms To Go, like other furniture retailers, is still experiencing extended back orders due to global supply challenges because of factory closures.
  
  We researched with our warehouse manager and a small shipment had come in.
  
  We scheduled customer for the next available date of 8/25/22 to try and deliver their furniture.
  
  We thank our customer for their business and their patience.
  
  Sincerely,
  
  
  ******************
  Presidential Assistant

• Initial Complaint

  Date:08/14/2022

  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 been looking for a bed set for my daughter with room to go since February...Everything has been on back order and if I purchase anything I won't get it until November October.Now I go back July I finally found something and was told August 11 for delivery.I said okay cool just in time for my daughter birthday, I want to fix up her room for her birthday(August 29th).Now here come August 11th I had a remainder balance of $600 to go to the store and pay thinking I'm getting a bedroom set and was told it changed to September 23rd because it wasn't paid in full.If the sales rep would've told me from the beginning that I had to pay in full in order to get the set delivered to by August 11th I would've went somewhere else.Asked can I get my money back because I'm trying to fix my daughter room up for her birthday they told me I will only get half.Which I feel is very unfair for one it shouldn't take that long to get a bedroom set then two if they sales rep. Would've took the time and explained everything to me instead of just trying to make a sale,I won't be going through this problem.Now do to me not wanting to lose any money I had to settle for anything cause I want to fix my daughter room up for her birthday and I'm still not getting all the piece I have to wait until September 13th to get a night stand and a chest
  

  

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 5, 2022/08/16) */
  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To Go, please express our apologies for any the delay of their furniture. Unfortunately, orders cannot be dated unless they are fully paid.
  
  Rooms To Go, like other furniture retailers, is still experiencing global supply challenges from factory closures.
  
  We had received a small shipment from manufacturer. We reached out to our customer today and were able to schedule them for this Saturday, 8/20/22.
  
  We thank our customer for their business and trust this will be resolved on Saturday.
  
  Sincerely,
  
  
  Lourdes C.
  Presidential Assistant

• Initial Complaint

  Date:08/13/2022

  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 have requested a refund due to poor product quality. Product is also not as it appeared in the store. I spoke to customer care on 8/13 who approved a refund. After speaking to manager Karen on 8/14 I was denied a refund. I want the merchandise picked up and I wanted full refund.

  

  Business Response

  Date: 08/30/2022

  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 that our customer was dissatisfied with the product.
  
  In the best interest, we have authorized a return of the bureau for a refund. The bureau will be picked up on 8/26/22.
  
  We trust this has been resolved.
  
  Thank you,
  
  
  Lourdes C.
  Presidential Assistant

• Initial Complaint

  Date:08/13/2022

  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.

  Friday, August 5th, a queen size bed to be delivered on the 10th was ordered, from Rooms-To-Go. On August 8th Rooms-To-Go changed the delivered address, and refused to correct the mistake on the ground that it couldn't be done. I had to take time off from work to drive to the store, and the manager Jay F. convinced me not to cancel the order, he will correct the mistake, and talk to the employee.
  The bed was delivered on the 10th, but couldn't be mounted because of missing Bolts. The delivery crew assured me that Rooms-To-Go will send someone the next day with the missing parts to complete the delivery. Rooms-To-Go's Brandon W. couldn't verify the claim made by the delivery crew, he was unprofessional, rude and impolite, talking over me. Instead, Brandon wanted to mail the parts, and have me make an appointment to complete the delivery. I told him to cancel the order all together, pick up the parts, and refund the $ 3,150.04 back to my bank card. It's been 5 days, the parts are in the bedroom, and I have been sleeping in the living room couch ever since because the unfinish delivery is occupying the room. Marie N., from corporate, said she will schedule the pick up, and it's been 5 days.
  Rooms-To-Go is a case study for any business school or Lean Six Sigma culture. Highly disorganized and beyond repair. Lack of common sense, rude talk as if they were rendering you a service. A small claim will be filed by the 17th if they fail to refund the $ 3,150.04, and representatives from my state will contact them as well.

  

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/08/16) */
  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To Go, please express our apologies for the problems with delivery and their furniture. Our office has forwarded a copy of this claim to the delivery manager to investigate and address the matter further.
  
  We are aware a return has been authorized of the bedroom set for a full refund. Our customer is welcome to schedule the return order #XXXXXXXXRT through our Care Center at X-XXX-XXX-XXXX or through Rooms To Go On-Line Website.
  
  We trust our customer will allow another opportunity in the future and we consider this resolved.
  
  Thank you,
  
  
  Lourdes C.
  Presidential Assistant
  
  
  Consumer Response /* (3000, 7, 2022/08/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Rooms To Go wants to pick up the bed set on August 24th, and that's the earliest time available. As a result, this will be a total of 2 weeks I can't sleep in my bedroom because of the parts. Pick up the bed set any day this week, and this must be done as with a sense of emergency. You are causing an inconvenience to get a bed set to be delivered by a different store, and by the same token preventing me from using my bedroom. What can you do to mitigate these inconveniences? What incentive can you offer?
  
  
  Business Response /* (4000, 9, 2022/08/24) */
  Dear BBB,
  
  We have received the latest response.
  
  Our customer was provided with $100 refund as a good will gesture for the situation. They were also offered to send the hardware overnight and then have drivers go back to set up.
  
  Our customer refused these options and only wanted to return the bedroom set. In the best interest, a return was authorized for a full refund.
  
  The bedroom set was picked up today. Please allow at least 7-10 business days for the refund to post on their card.
  
  Once again, we apologize for the matter.
  
  We trust this has been answered.
  
  Sincerely,
  
  
  ******* C.
  Presidential Assistant
  
  
  Consumer Response /* (3000, 11, 2022/08/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is a misrepresentation of the facts.
  1/ Brandon W., your service center couldn't corroborate the overnight option made by the delivery crew. Brandon knew nothing about such option, and asked the reason of my call.
  2/ The same Brandon, offered to send the missing parts by mail, and have me call to schedule someone to come and complete the delivery for at least one week.
  3/ The unprofessionalism in handling the call combined with the delay to complete the delivery compelled me to cancel all together. You can't insult me and have my business because you feel entitled.
  4/ Marie N., Brandon's Manager, whom I seeked to talk to, offered the overnight mailing, and have me call to schedule someone to come complete the delivery. I counteroffered, suggesting that this matter be resolved with a sense of urgency. Send someone the next day with the missing parts to complete the delivery instead of mailing and having me to call to schedule, which would amount to a week. Marie refused the suggestion, and cancelation was the best option.
  5/ The $100 you are bragging about is misconstruing the intention of the store manager Jay F. about the change of address and the refusal to correct the mistake under the condition that the bed set was delivered. Delivery not made.
  The Dump Furniture store delivered a bed set today with professionalism, and with no non sense. They probably reviewed the order making sure that the parts were ready and available. Very basic common sense. It should not take you another 2 weeks to refund the money. do it now.

• Initial Complaint

  Date:08/13/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *******************************
  
  
  I am extremely disappointed with order #************. I had the worse delivery experience. Once delivered, the delivery men were not able to get the sofa in the elevator stating it didn't fit. They also said it was too large for the stairs. This is a huge disappointment as I still had to pay the delivery fee . It is not my fault they were not able to get the sofa inside my home. I kept the chairs and then realized the leg was broken on the chair. I was not told the leg was broken, which is another disappointment.
  
  I should receive a reimbursement for delivery, not be charged a fee if I choose another sofa or receive a credit for chairs. I will be posting a review of this bad experience. This is the worse experience I have ever had with a furniture company. I will not recommend Rooms To Go to anyone.
  
  Regards ******************

  

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/08/16) */
  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To Go, please express our apologies for any inconvenience.
  
  Unfortunately, we would not be able to hold drivers accountable for the elevator being smaller than furniture being delivered. Our drivers would not be able to foresee this situation. Rooms To Go did deliver the furniture on the day promised.
  
  As a good will gesture for the issues presented, we are refunding $60 of their delivery fee. Please allow at least 21-30 business days for processing and two billing cycles to post on their statement.
  
  We thank our customer for their business and trust this has been answered.
  
  Sincerely,
  
  
  Lourdes C.
  Presidential Assistant
  
  
  Consumer Response /* (3000, 7, 2022/08/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  In my complaint I described two issues I had with Rooms To Go.
  I was disappointed they could not deliver my sofa; several people in my complex on my floor have large sofas in their apartment and they were able to put it in the elevator. I do not understand why the delivery people could not put the sofas in the elevator.
  
  My second complaint is I purchase two reclining chairs the delivery guys delivered the chairs set it up in my home and I signed the receipt; then the guys left. I noticed one of the chairs leg was broken. I called for assistance and the agent says she can send me a replace leg. I asked her did I purchase a used chair she said no I said why would you deliver a broken chair to my home. She asked what would I like to do I said replace the chair because I purchased a new chair.
  
  I paid $169 for delivery fee and you offer me $60 back. I want to purchase another sofa, I have to pay $169 deliver fee. I don't think it's fair. I am requesting a full refund of the delivery fee
  
  
  I do not accept your offer what is it
  
  
  Business Response /* (4000, 9, 2022/08/24) */
  Dear BBB,
  
  We are following up on this claim.
  
  We show an exchange of the chair with the leg problem was delivered on 8/12/22.
  
  Unfortunately, the $60 was a good will gesture as the delivery was made originally.
  
  We would be happy to waive the delivery fee on the new sofa should customer decide to purchase.
  
  We trust this has been answered.
  
  Sincerely,
  
  
  Lourdes C.
  Presidential Assistant
  
  
  Consumer Response /* (2000, 11, 2022/08/24) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you! I will accept the free delivery on my next purchase
  Please explain how I can receive the free delivery. You can send the details via email
  *******************@gmail.com

• Initial Complaint

  Date:08/10/2022

  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 ordered a living-room set and received it in April. The love seat came damaged on the right side of fabric which is very visible. I called but advised to send an email since I have a guarantee that I purchased. I sent 15 photos, after I had to send it multiple times over and over again. This was in May. They scheduled a RTH tech to schedule a visit to see if he can fix it. He arrived and said this couch looks defective, and they will replace the couch. In July after several emails they said they shipped the parts. The parts arrived and looks like they shipped 1 cushion for the coach. I than sent another email, requesting a full refund on the love seat and cancellation on my guarantee for everything else I purchased from them. They responded very quickly asking for more photos!! Were in August now. My lawyer recommended for me to post here, and we will submit claims if we needed to. Horrible experience.

  

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/08/11) */
  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To Go, please express our apologies for any problems with the furniture.
  
  We are aware our customer is being provided with an exchange on the loveseat on 8/30/22 due to a back order.
  
  We thank our customer for their business and trust this is being resolved.
  
  Sincerely,
  
  
  Lourdes C.
  Presidential Assistant

• Initial Complaint

  Date:08/09/2022

  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.

  Southeast delivered furniture that I purchased from Room To Go. During the delivery, they damaged my driveway. Southeast claim service had me take pictures and video of the damage, refusing to visit my property themselves. After not hearing from Southeast past their 10 business day waiting period they denied the claim without any explanation. They have since stopped communicating. This repair will be costly, which is the reason for the denial.
  

  

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 5, 2022/08/10) */
  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To Go, please express our apologies for any inconvenience.
  
  Our office has reviewed their file. We became aware that the delivery company and our in-house claims have both had the opportunity to review the alleged claim.
  
  Neither the delivery company nor RTG in-house claims department are accepting this claim. They have sent our customer a denial letter.
  
  We apologize for being unable to assist further on this matter.
  
  Sincerely,
  
  
  Lourdes C.
  Presidential Assistant

• Initial Complaint

  Date:08/09/2022

  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.

  We purchased an outdoor patio set on 7/24/21 at RTG PATIO IN STUART, **************************************** paying $5,737.22. The umbrella cost $899.99. It was delivered. On 9/26/21 the Sunbrella fell over and smashed into my window screen; base broke as well. The wind that day was north east 12 mph and it was partly cloudy. I called salesman Avery who sent a crew of 2 guys to set up the umbrella w new base and sand. Thereafter every time we opened it'd sway and rock until we eventually shut it.
  On Memorial Day this year I invited a couple over to our house we were sitting underneath the umbrella on the couch outside and again it was swaying and rocking insulting and my friend were scared to sit under it and moved away from it as did I and eventually we shut the umbrella and closed it.
  I called rooms to go the very next day and I spoke with someone in the store who transferred me to customer service. They eventually decided to send someone out to check the umbrella and send a technician named Craig on July 2, 2022 he came with the little iPad and he took down Anecdotal's of what's been happening at this with this umbrella he said he understood and he didn't even want us to open the umbrella because he said it was too windy that day when he came out and he says don't bother I understand what's wrong with it he said you will get a phone call within 3 to 5 business days he said you tell them that you want credit for a different umbrella or your money back! These were his words precisely. I waited and never received a phone call I called on July 8 and I spoke to Michelle and customer service she told me she did have his nose she does know that he came and she says that he has no notes only that nothing was wrong when he visited our home. then they sent me another tech Kurt F on 7/21/22. Never heard a decision. I called customer service on 8/3/22 and they said they're not offering us anything. Now stuck w a dangerous hazard of an umbrella

  

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 5, 2022/08/12) */
  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To Go, please express our apologies for any problems with their umbrella
  
  Our office is authorizing our customer for a reselect towards another umbrella package or any other package of similar value. If the price is greater, they would be responsible for any difference. This offer is contingent on customer returning the umbrella set at the same time the new selection is delivered. Please have them visit the office staff at the originating store.
  
  The reselect is valid until September 12, 2022.
  
  We trust this has been resolved.
  
  Thank you,
  
  
  Lourdes C.
  Presidential Assistant
  
  
  Consumer Response /* (2000, 7, 2022/08/16) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I understand from your email that this deal is "contingent based on us returning the umbrella" however the umbrella is huge, extremely heavy, and the base has four quadrants that are loaded with sand that 2 techs from Rooms to Go came to set up. How am I supposed to do this at my age? I think after i choose another umbrella and they deliver, Rooms to Go should dismantle it and take it back. They sent 2 young men to put the sand in and I can attest to the fact that they had much difficulty. Then after they did that the umbrella fell over, hit my window and Rooms to Go had to send 2 new techs to set up the replacement umbrella. It is a hazard and I'd need 2 people to help me take this umbrella apart, load it into my sedan as I don't have an SUV. How can I do this? This umbrella cost us over $700. If I choose a new one, am I getting reimbursed or credited for the remaining amount? I'd like a response to these 2 questions.