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:08/09/2022

  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.

  We purchased a teak table from RTG Patio in Pembroke Pines and after two months we noticed severe discoloration. We requested a RTG technician to visually inspect and he concluded the table is defective and recommend a warranty replacement. We immediately received a call from the warranty department denying our request. We immediately followed up with the RTG Patio manager in Pembroke Pines and laughed off the claim merely stating it can be easily removed with cleaning and sealing without ever stepping foot in my home to conduct his own inspection. I'm a reasonable person and would not claim warranty on outdoor furniture with a year or more of service life but this table only has two months and is completely weathered. We are not looking for monetary compensation and only requesting an exchange.

  

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/08/11) */
  Dear BBB,
  
  We are in receipt of our customer's complaint.
  
  In regards to their situation, we have reviewed their account in its entirety. Rooms To Go offers a 1-year warranty against manufacturer's defects as stated on the Terms and Conditions of sale located on the purchase receipt provided at the point of sale.
  
  We regret the issues reported are not covered under the terms of the warranty. Mold/mildew issues are not manufacturer's defects. It is considered consequential. Just like for any retailer, the consumer is responsible for the general maintenance of their furniture. If the product is not maintained or properly protected from the outdoor elements, it voids the purpose of the warranty. Care products and instructions are available at the point of sale. Our office was also made aware the information was provided to the customer.
  
  On behalf of Rooms To Go, we apologize for being unable to comply with their request due to the reasons explained above.
  
  Thank you for your time.
  
  Sincerely,
  
  
  Nannette O.
  Presidential Assistant
  
  
  Consumer Response /* (3000, 7, 2022/08/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was instructed by the sales rep Maria that I would not need to seal or treat the table for about a year from purchase. When we realized simple cleaning was it sufficient, we used the products provided to us and those did not work either. The wood is cracking a little now as well as we've used the products provided twice - the cleaner and sealant. If the product wasn't sealed at point of sale, I should have been made aware and I was not.
  
  
  Business Response /* (4000, 9, 2022/08/24) */
  Dear BBB,
  
  Our office understands our customer's views. Unfortunately, our position as outlined previously remains unchanged.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  Nannette O.
  Presidential Assistant

• Initial Complaint

  Date:08/08/2022

  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 88" tv console table for $ 1,155.58 on June 28, 2022. The item was delivered July 2nd with a dent on the side of the table. Rooms to Go attempted 2 more times to deliver the same tv console table to us, and each time the damage to the product was severe. I finally told them I would accept the original table delivered ( it was still in my house) , if they issued me a credit for the small dent. We agreed to a $ 150. credit. I signed the Release, as per their request, and I am still waiting for my credit card account to be credited the funds. On July 29, 2022, I emailed Emiliano B. ( Customer Care agent for Rooms to Go) who I had to send the release paperwork to. In her email dated July 29, 2022, it states the credit was refunded on July 25 and usually takes 3-5 days for the credit to process on the credit card. I was instructed to call the following Monday if the credit did not appear. I have called them twice and each time I am told someone will get back to me. No one has as of yet and my credit card account still does not reflect the $150 credit.

  

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/08/11) */
  Dear BBB,
  
  We are in receipt of this claim.
  
  Please express our apologies for any misunderstandings regarding the refund processing time.
  
  In regards to our customer's inquiry, please review the signed release agreement that was attached to their claim. We advise that refunds take up to 21 business days to process from date the paperwork is received back. For credit cards and finance accounts, we also advise it may take 1-2 billing cycles to show on the respective statements. RTG received said document back signed on 7.22.22. It was sent to our accounting department to process.
  
  Our office has reached out to our accounting department for any possible updates. The funds have transmitted to the customer's bank under reference #XXXXXXXXXXXXXXXXXXXXXXX. Therefore, any further inquiries will need to be directed to their credit card company.
  
  Thank you,
  
  
  Nannette O.
  Presidential Assistant
  
  
  Consumer Response /* (3000, 7, 2022/08/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  It has been 7 days since Rooms 2 Go response. To date, my credit card account still has not been credited the $ 150., as agreed. The company claims to have processed the credit to my credit card company and it does not take that long for the refund to appear in my account. When I first called customer service regarding my credit, I was told it was a store credit. When I referred to the email from Emiliano B., ( see attached email), it was made clear that my "refund was placed on July 25. For credit cards, please allow 3-5 business days for the refund to be processed. If you haven't received your refund by Monday, please contact us..." , I was told someone will get back to me. No one ever did. It appears that Rooms 2 Go has not been true to their word. I would appreciate this company act on their promise and credit my account the $ 150.
  
  
  Business Response /* (4000, 9, 2022/08/24) */
  Dear BBB,
  
  Our office believes our previous response answered the customer's complaint. We have provided the reference # given when the transmission was submitted to the credit card company. They may contact the # located on the back of their card and provide said reference #. Unfortunately, we have no control or jurisdiction once funds are sent from our end; therefore, they will need to direct any further inquiries to MasterCard.
  
  Thank you,
  
  
  Nannette O.
  Presidential Assistant

• Initial Complaint

  Date:08/08/2022

  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.

  My wife and I bought a number of items from Room To Go in early 2020. We got the extended warranty, as these were expensive purchases. The salesman who sold us the items informed us that the warranty would cover everything but pet damage. Within the first year, the cushions become unsupportive and saggy, and a grinding noise caused the couch to shake and become unstable when reclining. I got to the point to where my back would hurt after sitting it it for a few hours. We had a technician come to our home to inspect it per the wishes of the warranty company, and he reported that there was damage under the couch due to the grinding noise and that the repair people would have extra cushioning to fix the cushion issue. He said to expect parts to be delivered soon and to call rooms to go at that point to initiate a repair. I got a call from the warranty company, Fortegra, who stated that the claim would be denied, as they do not cover noise. There were provably larger issues than noise and the technician concurred with that. After the claim was denied, I went into the store and spoke to the manager, who stated that I should reach back out to Fortegra to address the cushion issue as there was no documentation about the damage from the grinding, even though the tech reported that there was. According to the warranty company at the last time that I have spoken to them, rooms to go refused to resend the technician out to assess the cushions or to re-examine the grinding, even though that is the only remaining recourse per rooms to go. One representative from rooms to go also said that they do not replace cushions at all, even though the last of support causes pain. Rooms to go also said that there is no way to have the couch repaired independent from Fortegra, even if I wanted to come out of pocket for it, despite the extended warranty. As it stands I have an expensive couch that is being damaged from grinding and hurts my back due to poor cushions.

  

  Business Response

  Date: 08/18/2022

  Dear BBB,
  
  We are in receipt of this claim.
  
  Our office has reviewed their file in its entirety.
  
  Rooms To Go provides a 1-year manufacturer's warranty to all its customers. This warranty has expired.
  
  Our customer has the Fortegra extended contract. However, the issues were denied by *********
  
  As a good will and courtesy gesture, we have ordered the mechanisms for our customer. Due to global supply and parts challenge, parts are taking at least 2-3 months to receive.
  
  We apologize for being unable to offer any other option.
  
  Thank you,
  
  
  *******,
  
  ******************
  Presidential Assistant

  Customer Answer

  Date: 08/22/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  I am very pleased that Rooms To Go is willing to address these issues! They have lived up to their end of the bargain and I would happily refer anyone to them, assuming that they make the repairs to the gear and cushions.

  

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/08/18) */
  Dear BBB,
  
  We are in receipt of this claim.
  
  Our office has reviewed their file in its entirety.
  
  Rooms To Go provides a 1-year manufacturer's warranty to all its customers. This warranty has expired.
  
  Our customer has the Fortegra extended contract. However, the issues were denied by Fortegra.
  
  As a good will and courtesy gesture, we have ordered the mechanisms for our customer. Due to global supply and parts challenge, parts are taking at least 2-3 months to receive.
  
  We apologize for being unable to offer any other option.
  
  Thank you,
  
  
  Lourdes,
  
  Lourdes C.
  Presidential Assistant
  
  
  Consumer Response /* (2000, 7, 2022/08/22) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I am very pleased that Rooms To Go is willing to address these issues! They have lived up to their end of the bargain and I would happily refer anyone to them, assuming that they make the repairs to the gear and cushions.

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 17912926
  
  I am rejecting this response because:

   I had an issue with rooms to go. They said that they would sent parts to repair our broken item, but they havent yet.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 11/01/2022

  Dear BBB,

  We are in receipt of this recent claim.

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

  Rooms To Go, like other furniture retailers, is still experiencing product and part challenges due to Pandemic factory closures.

  The parts were ordered for their sofa.  Unfortunately, per vendor, they would not be arriving until late December or early January.

  In the best interest, we can offer an exchange of both sofas to resolve the claim.  This would also exhaust the Fortegra contract as they would receive new pieces.

  We would not be able to exchange until after December 10th.  Please keep in mind, this all depends on merchandise availability.

  Please let us know if our customer would accept that option.

  Thank you,

   

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

  Presidential Assistant

   

  Customer Answer

  Date: 11/01/2022

   
  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. I will happily accept new sofas on dates that RTG outlined, or new parts, whichever occurs first. Either option will satisfy my claim, but I hope to resolve it as quickly as possible as the sofa causes physical discomfort. We do not need both sofas to be new, only the larger one, but that is up to RTG to make that decision. 
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 11/21/2022

   
  Complaint: 17912926
  
  I am rejecting this response because:

   RTG sent items to repair our sofa. However, the repairmen reported that they received the wrong items, and after taking the couch apart, they attempted to put it back together. As it stands, we have all of the same issues, and one of the footrests was not properly reinstalled and has begun falling off. I dont know if there is a way to update the BBB case, but the issue is not resolved at this time. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 12/02/2022

  Dear BBB,

  We are following up on this claim.

  In view of the problem with the sofa not being resolved, we have generated an exchange of this sofa.

  By providing an exchange, this will exhaust the ******** on that piece.

  Our customer is welcome to scheduled their exchange #********EX through our *********** at **************.

  We trust the claim is resolved.

  Thank you,

   

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

  Presidential Assistant

  Customer Answer

  Date: 12/02/2022

   
  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:08/08/2022

  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.

  Rooms to Go - Orlando Milenia location. Phil Store Manager. I purchased a day bed for my pool deck and was offered a free umbrella as part of a promotion. My day bed and umbrella were delivered in May and within 2 months the umbrella broke. Called customer service and they said they could not send me a new umbrella since they were discontinued. Customer service stated I was still under warranty so I had to call the store to resolve. Store manager Phil had us come in on Saturday to resolve the issue. Sat in the store for 45 minutes waiting for Phil that walked past us several times and did not acknowledge us. Never attended to us and no one resolved our issue. We left the store and Phil knew we were waiting for him. He never followed up when we left. I want my issue with the umbrella resolved.

  

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/08/12) */
  Dear BBB,
  
  We are in receipt of this claim.
  
  Please express our apologies to our customer, on behalf of our company, for any inconvenience they may have experienced.
  
  We are concerned by the allegations expressed and will review with the area regionals office in order to investigate and address any issues deemed necessary.
  
  With respect to their situation, we have reviewed the account in its entirety. Our records reflect the customer's purchase included an umbrella that was part of a "free with purchase" promotion that was running at the point of sale. This piece carries no warranty; therefore, any issues would have needed to be reported within 48hours from date of delivery. We have been informed the store offered a replacement as a courtesy.
  
  However, our online complaint office inquired with our warehouse and a little stock was still available. In the interest of customer care, an exchange was generated and scheduled with our customer for 8.17.22. The piece in the home will be picked up when the new is delivered.
  
  We trust this claim is settled.
  
  Thank you for your time.
  
  Sincerely,
  
  
  
  Nannette O.
  Presidential Assistant

• Initial Complaint

  Date:08/07/2022

  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.

  Good morning and thanks for looking at this email. Recently after interacting with online chat at roomstogo.com I decided to make a mattress purchase on 07/22/2022. I have contacted customer support and no compromise or resolution was acquired . So I am contacting you regarding some conflicting information that I received from online chat regarding when I spoke to online sales about a mattress purchase. There was 2 options to choose from 1) Premium delivery and set-up which included removal of old Mattress 2) Free Doorway Delivery. Since I was informed that my old mattress would be hauled away based on the price I was charged for delivery and setup I made my purchase. Unfortunately I was not informed that if the conditions of the old mattress was not in a certain condition (s) it would not be possible to have it removed per the charge that was applied for delivery and setup. The only time I was informed of this was when the driver upon his arrival and inspection he informed me of this conflicting information. If that was the case I would have chosen free curbside drop off only option to avoid the charge as outlined on there website. As previously mentioned I have contacted customer support however they decided that I am not entitled to any delivery fee refund . This is my first purchase from Rooms To Go and I hope that this is not how our relations would begin . Look forward to your response and assistance .

  

  Business Response

  Date: 08/18/2022

  Business Response /* (1000, 5, 2022/08/09) */
  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To Go, please express our apologies for any issues with delivery.
  
  Our customer did pay for delivery and the mattress was delivered.
  
  As far as retrieval of their old mattress, it is done as a good will gesture by the drivers. However, the drivers are not obligated to retrieve a mattress that is in unsanitary condition.
  
  As a good faith gesture, we can offer our customer a $50 store certificate they can use at the showroom. Please let us know and we will be happy to process that for therm.
  
  We thank our customer for their business and trust this has been answered.
  
  Sincerely,
  
  
  Lourdes C.
  Presidential Assistant
  
  
  Consumer Response /* (3000, 7, 2022/08/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I appreciate the response from the Business, however I would prefer an account credit since I do not need any additional items from this business.
  Secondly Quote "As far as retrieval of their old mattress, it is done as a good will gesture by the drivers. However, the drivers are not obligated to retrieve a mattress that is in unsanitary condition". This business should educate their associates that they should be more transparent with their message of what is exactly covered by the 2 delivery options that is stated on their website. Since the statement does not really reflect what I actually paid for . As stated I definitely would have chosen their curbside Free delivery thus avoiding the $69. Charge for setup. Education is key it should not be up to the driver after all an old mattress is an old mattress .
  
  
  Business Response /* (4000, 10, 2022/08/11) */
  Dear BBB,
  
  We apologize once more.
  
  We thank our customer for their thoughts and views.
  
  We are refunding $35 off their delivery fee versus the certificate. Please allow at least 21-30 business days for processing and two billing cycles to post on their statement.
  
  We trust this has been answered.
  
  Thank you,
  
  
  Lourdes C.
  Presidential Assistant
  
  
  Consumer Response /* (2000, 12, 2022/08/15) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thanks for everyone's attention into this matter. However if this is the best the company Rooms to Go can do I will accept the offer to avoid further unnecessary wasted time from the BBB and Myself. I would like to recommend and encourage Rooms to go to be truthful and upfront with their restrictions related to the purchase of mattress and Deliveries which can avoid customer issues like this.
  
  Once again Thanks again BBB for your dedication .

• Initial Complaint

  Date:08/06/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a living room set on 06/04/2021 order#XXXXXXXX in Rooms To Go Savannah GA . When the item was delivered, I called customer service because the mechanism of the love seat was not working properly. They send couple of technician and they couldn't fix it and they ordered a part to fix it. When the part was delivered, the last technician that came to my house say that the part was wrong and he took pictures and told me that he was going to make sure to order the right part. the part is in a big box in the middle of my living room and my uncle is in a wheel chair and we have to keep moving the box for him. We contacted RTG about it and they keep saying that I have to wait for the technician to pick up the part. The last technician said that is another department that work with that. Today I received another big box with the exact the same part, so now I have 2 big boxes in my living room. I called customer service and I told the lady (She was pofessional) that I need them to pick up the boxes and a refund because is been a year they been doing the same with the same result. I ask for a supervisor and she put me on hold for 30 minutes. When I finally talk to the supervisor James C., he was super unprofessional and started yelling at me and said that I was not getting a refund and that my warranty was expired 5 days ago so they were not obligated to fix my sofa and if they do, it was a courtesy and not an obligation. I told him that I bought 3 years extended Warranty so it was impossible that my warranty was expired. I really want to know how you sell a broken sofa and you keep sending the wrong part to fix it until the warranty expired and you are not responsible for the repair anymore? I went to the store and give up because they keep saying that I can only get to replace the sofa. I got the same sofa with less features because apparently the one I have was descontinued but they charge me the same amount. They promise to deliver next Friday (8/12/2022).

  

  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 issues they experienced with their previous sofa. We are aware the new sofa will be delivered on 8/12/22. There was a price adjustment done by the store on the new selection.
  
  As a gesture of good will, we would be happy to process a $100 in store certificate once they receive their new furniture.
  
  Please let us know.
  
  We thank our customer for their business and trust this has been answered.
  
  Sincerely,
  
  
  Lourdes C.
  Presidential Assistant

• Initial Complaint

  Date:08/06/2022

  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.

  On July 30th I purchased multiple items. On August 5, my order did not arrive because they attempted to deliver my furniture to a residential area with a 18 *******. I stay one house off a main street and suggested I can meet the driver and they declined and stated that my order would be delivered today. I received messages as I did yesterday that my order will be delivered only to be told after waiting, that my order was not on the truck. Im seeking a full refund of my entire order which is the items that was supposed to be delivered today and the items which is supposed to be delivered on 8/10

  

  Business Response

  Date: 08/10/2022

  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To Go, please express our apologies for any problems with their delivery.
  
  Our office has forwarded to the corresponding delivery company and our load-out manager to research further.
  
  We have reached out to the store and authorized the order to be canceled for a full refund. Please allow at least **** business days to receive their refund.
  
  We trust our customer will allow us another opportunity in the future and consider this resolved.
  
  Thank you,
  
  
  ******************
  Presidential Assistant

  Customer Answer

  Date: 08/25/2022

  I spoke to ****** @ 12:20pm at the location and they sent the payment to a non physical address. My address is ******************************. And they mailed it only to *************************.

  Customer Answer

  Date: 08/25/2022

  It has been over 2 weeks and I have not received my refund as promised from Rooms to go

  Customer Answer

  Date: 08/31/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was told that I was resent via mail on the 25th and they refused to ***************** or overnight. I will not be satisfied until my refund is received

  

  Business Response

  Date: 08/31/2022

  Dear BBB,
  
  We have received the latest response.
  
  We apologize as our ********************* is backlogged.
  
  We have researched further. Our customer's refund check was sent on 8/29/22.
  
  They should be receiving within the next couple of days.
  
  Please keep in mind it's going regular mail from *****, **. to ***********, La.
  
  We trust this has been answered.
  
  Sincerely,
  
  
  ******************
  Presidential Assistant

  Customer Answer

  Date: 09/08/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

   

  I received my check on Tuesday 9/6/22 and am satisfied.
  
  Sincerely,
  
  ****************************

• Initial Complaint

  Date:08/06/2022

  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 sofa in person at rooms to go on 8/2/22. It was to be delivered on 8/6/22 between 8am-12pm. I want my delivery fee refunded. I have a baby in the nicu and I've been waiting here since 8am for a 8a-12p delivery with no end in sight. I was supposed to be stop #2(see photo). I want my money back. After 12p I called the store manager John and he was also zero help. Instead of refunding me for the delivery he goes on to say that "it's an all day delivery". What?! I have had a delivery window of 8am-12pm for days and now it's an "all day delivery". The all day nonsense is also nowhere in writing.Customer service line is a scam and they can't help with anything. Rooms to go should be ashamed. I spent $1700 on a sofa and $150 on delivery and you didn't deliver on your end. I want the delivery fee refunded. It's 3:25p and I'm still waiting when I need to be in the hospital with my son.

  

  Business Response

  Date: 08/29/2022

  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 delay with the delivery company.
  
  All our customers are provided with a 4-hour time frame. Unfortunately, there maybe remote instances when the driver will be held up due to piece count, set up or traffic. Yet, the delivery will be done on the day scheduled.
  
  We show there were issues with the furniture.
  
  Once our customer receives the exchange and the furniture issues are resolved, we will refund $70 off 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 is being handled.
  
  Sincerely,
  
  
  Lourdes C.
  Presidential Assistant

• Initial Complaint

  Date:08/05/2022

  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.

  Rooms to go and my entire experience has been horrible first they delivered me a broken couch then they came with a broken table and they are refusing to service it no one helps no one calls back when you call corporate no one let you talk to anyone they have no chain of command they have no rhyme or reason for what they do I do when I ask them for their legal department because I'm a practicing attorney no one can give me any information.
  
  If you as a company sell a warranty to a consumer you are contractly obligated to fulfill that warranty if not customer can then litigate correct. All of the employees have been unhelpful unwilling to help the supervisor will not even get on the phone to talk. It's poor business practice to have subpar customer service like that

  

  Business Response

  Date: 08/26/2022

  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. We will be investigating the allegations presented further.
  
  Our office reviewed their file. We show they did speak with a manager and the sofa was discounted $200 to keep "as is".
  
  Regarding the table, we show there is an exchange pending to be delivered on 8/11/22.
  
  We thank our customer for their business and trust the issues are being resolved.
  
  Sincerely,
  
  
  Lourdes C.
  Presidential Assistant
  
  
  Consumer Response /* (3000, 7, 2022/08/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This does nothing. The table was exchange I explained to the delivery driver the chairs are loose he said call the store. Now we still cant use this table until next week. No one here takes accountability
  
  
  Business Response /* (4000, 9, 2022/08/16) */
  Dear BBB,
  
  We are pleased to know the table exchange was successful.
  
  Unfortunately, our drivers do not handle service issues as that is the technician's function.
  
  We are aware a technician will visit on 8/16 to resolve the issues with chairs.
  
  We trust this is being resolved.
  
  Thank you,
  
  
  Lourdes C.
  Presidential Assistant
  
  
  Consumer Response /* (3000, 11, 2022/08/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The chairs have stripped lug nut holes and are unsafe to sit in. We cant even eat at the table and we just were advised to wait its too much
  
  
  Business Response /* (4000, 13, 2022/08/18) */
  Dear BBB,
  
  We have received the latest response.
  
  We show the table and 2 chairs are scheduled to be exchanged on 8/20.
  
  We trust the issues are being handled.
  
  Thank you,
  
  
  Lourdes C.
  Presidential Assistant

• Initial Complaint

  Date:08/05/2022

  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 sofa from Rooms To Go on 7/27/2022. The sofa was delivered about 3:30 PM on 8/4/2022. Thirty minutes later I received a call from them asking if everything was satisfactory and I said I had to leave due to a prior engagement and had not had time to check. I was told that I had two days to let them know.
  
  Today, 8/5/2022 I inspected the sofa and found that it was very hard, like sitting on cardboard, and that the fiber I chose from a sample they showed me shows every slight piece of lint. The sofa on display at the store feels totally different. This one also appears of lesser quality.
  
  I returned to the store and spoke to the sales associate I purchased from, Lillian P., told her I was very dissatisfied and would like to return it. She said that was not store policy and if I insisted I should speak to the store office.
  
  I spoke with Melissa in the office and she told me the no return policy was with my sales receipt which I pointed out I would have received after the purchase. I looked over my receipt and couldn't find it. I handed it to her and asked if she would show me where it was and she said "Oh darn", it wasn't with my receipt. She proceeded to print out the missing page which I said was invalid at this point since I never received it when I made my purchase.
  
  I was then told I could have a store credit less delivery charges and one other charge I'm not sure of. I said there was nothing I wanted in the store and I wanted my money returned.
  
  I was not informed at the time I was in the store making this purchase and there is nothing in my paperwork stating I could not return the sofa if I was dissatisfied. My request was made in less than 24 hours of receiving the sofa.
  
  I would appreciate any help you can give me.
  
  ******* *********

  

  Business Response

  Date: 08/25/2022

  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 issues with their sofa.
  
  We have reviewed their file. A return has been authorized and the sofa will be picked up on 8/11/22.
  
  Our customer has also placed a full chargeback on their account.
  
  We trust this has been resolved.
  
  Thank you,
  
  
  Lourdes C.
  Presidential Assistant