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

  
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  Rooms To Go

  1400 44th Ave W Bradenton, FL 34207-1319

  
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  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:08/04/2022

  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 bought furniture from Rooms To Go in February after we closed on our new home which had not been lived in since the floors were redone. Sales associates told us we "needed" to buy the protection plan on our furniture in order to make sure any stains were covered and would be removed. We were told at this time to NOT clean any stains on the furniture and to call right away and have it cleaned. We ordered at this time a chair, a sectional and a dining room table set.
  
  When it arrived at the end of February, they did not deliver the correct couch parts and the dining set was scratched. We attempted to refuse the dining set but they said we'd need to contact customer service to have someone come collect it. We contacted customer service and they refused to do anything because we needed to have refused the dining set at delivery, which we did. In addition, the delivery team requested we download a cash app and tip them more money and scratched our floors in multiple rooms.
  
  When we contacted the store manager, we were told by him we could return the table and that he would have the second delivery team who was giving us correct couch parts take it. When they came, they also refused to take the table. No resolution given for our floors though we sent pictures as requested.
  
  Finally, the table was taken but no resolution to the scratched floors. Fast forward to July, our middle son shook a milkshake and stained our couch. We contacted the team right away to have it fixed, and they said no. They said it was accumulation of stain and refused. They continue to refuse. We asked to have our plan refunded. They said they would prorate it if we have our couch professionally cleaned, which voids the plan anyway, so they can come take a look at the pilling issue.
  
  Customer service has continued to refuse to help us. There are 2 class action suits against them before for similar issues.
  
  We have many photos and can provide documentation but it is too large to upload.

  

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 11, 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 furniture.
  
  Unfortunately, Rooms To Go does not cover stains. Our customer has an extended contract. However, this only covers a single stain, not multiple stains.
  
  The sofa is now stained which would void the warranty unless a professional cleaner is able to remove said stains. If the stains are removed, we can send a technician to evaluate the situation.
  
  Regarding the dining table, we have generated an exchange. Our customer is welcome to date #XXXXXXXXEX through our Care Center at X-XXX-XXX-XXXX.
  
  Concerning the alleged in-home damage, we have sent an e-mail to the delivery company to follow-up with our customer.
  
  We thank our customer for their business and trust this has been answered.
  
  Sincerely,
  
  
  Lourdes C.
  Presidential Assistant
  
  
  Consumer Response /* (3000, 13, 2022/08/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The couch is stained because we had an incident with a milkshake that caused the stain. We contacted the extended warranty team immediately at their request and did not try to clean it again at the request of the sales team as we were told it would void the warranty.
  
  Without any photos of the stain, we were told that it would not be covered. We requested to send in photos because there is no way to determine whether there are other concers without photos and they allowed us to send them. They then continued to deny the claim.
  
  We were told that this plan would cover any stain incident as long as we contacted the team immediately, which we did. Now we are told that this is not true. We were lied to by multiple sales reps and by the executive management team. This is billing fraud. The couch is also pilling and they will not address this until we clean the couch professionally. So we've paid for this plan to have it not be taken seriously and now it will be voided if we even want them to address the pilling.
  
  We sent all photos requested and then the team requested we send far away photos from the floor scratches which is ridiculous as the scratches cannot be seen from far away.
  
  At this point, we have to repair our floors and have multiple issues with a couch that was bought less than one year ago that we need to replace already and are getting zero help from the team.
  
  There are 214 other families with issues like mine. You have 2 previous class action lawsuits against your company, one of which paid out millions. We've asked for a refund on the couch and you continue to not help us with anything, including the scratches on the floor and the aggression from your delivery teams.
  
  
  Business Response /* (4000, 15, 2022/08/16) */
  Dear BBB,
  
  We have received the latest response.
  
  As stated previously, Fortegra is not accepting the claim on the stains due to multiple stains. Rooms To Go would not be accepting as well.
  
  Per customer's request through our Care Center, they wanted the Fortegra contract cancelled and full monies refunded. The request has been sent to Fortegra to follow-through.
  
  Our customer is welcome to schedule the exchange on their dining table on #XXXXXXXXEX through our Care Center at X-XXX-XXX-XXXX.
  
  Concerning the alleged in-home damage, the delivery claims specialist will be following up with our customer.
  
  Once again, we apologize for being unable to pursue action on the living room or a refund of their couch for the reasons explained herein.
  
  Thank you,
  
  Lourdes C.
  Presidential Assistant
  
  
  More information from business:
  Dear BBB,
  This is additional information. Should customer have inquiries regarding the alleged damage, they are welcome to contact ******@seids.com.
  Thank you,
  Lourdes C.
  Presidential Assistant

• Initial Complaint

  Date:08/04/2022

  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 ordered furniture from this establishment. I had a set date for my furniture to be delivered. The day of delivery the company arrived and stated that do not have my furniture on their truck and I needed to call customer care or wait for a call. I never received a call. I reached out to the company and was told they would push my delivery date out a week. That is unacceptable when I am paying for a service and promised a date. I had to call the company multiple times. I had to request for a supervisor to call me. This was not an issue of mine and I feel this was very unprofessional for the company to not reach out until I had to request a call. Because of this companies delay I now have to take time off of work to be home for the new delivery date the company now cannot provide me with a time frame for the new delivery. I made a request that I be the first stop on the new delivery day and was denied my request. I would like my furniture to be delivered but I am seeking a full reimbursement for my delivery fee because of this companies unprofessionalism and delay.
  

  

  Business Response

  Date: 08/09/2022

  Business Response /* (1000, 5, 2022/08/05) */
  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To Go, please express our apologies for any problems on delivery. Our office will be investigating further with the corresponding delivery company.
  
  We are aware our customer has been scheduled for the soonest available date being 8/10/22.
  
  As a good will gesture, we are refunding half of their delivery fee once the furniture is delivered.
  
  We thank our customer for their business and trust this has been resolved.
  
  Sincerely,
  
  
  Lourdes C.
  Presidential Assistant
  
  
  Consumer Response /* (2000, 7, 2022/08/08) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/03/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a five piece teak outdoor furniture set, along with the teak maintenance set. I treated the furniture with the Rooms to Go teak care protectant as directed. Within a month's time, the furniture is covered in an unbelievable amount of mildew. So disgusting it's unusable. Not only was that the situation within a month, but this furniture is specifically for outdoors, and teak is known for its mildew resistance. Nothing takes this mildew off. A chair leg has already broken, as well as the wicker snapped. I called customer service. The rep came to look, but would not go out in the rain for pictures. We brought the broken chair leg inside so she could get pictures of that. The follow up call from customer service stated they would replace the broken chair leg only. I requested to speak with someone in product management, as outdoor furniture should not be covered in mildew and broken in 5 weeks. Especially at the price we paid. She would not share any contacts with me. I was able to send her pictures via email, but no response. She scheduled a full replacement when the product comes in stock in October, but I insisted on a credit or refund as the furniture quality fails the most basic of standard. It was refused. I would like a full refund as this product continues to get worse (only 2 months in) and RoomsToGo has a responsibility to stand behind their product. I ordered in March, it arrived May 31. We paid basically $2300, order number XXXXXXXXI. Hagen Teak Chat set.

  

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 5, 2022/08/05) */
  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To Go, please express our apologies for any issues with their patio set.
  
  We have reviewed their file and were made aware an exchange was set up on the set. Unfortunately, we have a back order on the product until mid October.
  
  In the best interest, we can offer a reselect towards another patio set of same value. If the price is greater, they would be responsible for any difference. This offer would be contingent on the complete patio set being returned at the same time the new selection is delivered. Please have them visit the office staff at their originating store to finalize.
  
  The reselect offer would be valid until September 5, 2022.
  
  We thank our customer for their business and trust this has been resolved.
  
  Sincerely,
  
  
  Lourdes C.
  Presidential Assistant
  
  
  Consumer Response /* (3000, 7, 2022/08/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  A replacement of the same product will not work as I have no confidence it would fair any better. It was basically in shambles within 5 weeks! I have searched for a different set to replace, per the offer. Unfortunately nothing matches our needs in terms of style or budget. We also do not want any outdoor cushions. This set was chosen for very specific reasons in which there is no other sets that match said reasons. Not to mention, we lack confidence in Rooms to Go products after such **** performance. I bought online, so have no store to contact. A refund is the only way for RoomsToGo to stand behind their brand/product.
  
  
  Business Response /* (4000, 9, 2022/08/11) */
  Dear BBB,
  
  We regret our customer was not able to find something
  of their liking.
  
  We have authorized a straight return of the patio set for a full refund. We have reached out to our On-Line Team to follow through in generating the return and contacting customer to schedule.
  
  We trust our customer will allow another opportunity in the future.
  
  Thank you,
  
  
  Lourdes C.
  Presidential Assistant
  
  
  Consumer Response /* (2000, 11, 2022/08/15) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The company has agreed to a full refund, and scheduled to pick up the furniture this week. Though I have not received a call or any info on how the refund will be processed, I am confident that Rooms to Go will refund as stated above. I appreciate the company making this right.

• Initial Complaint

  Date:08/03/2022

  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 bedroom set in January of 2022. At that time, I was told that the bedroom set would not be delivered until sometime in May, which was okay with me.
  The bedroom set was delivered on 5/21/2022. At that time I saw that some of the furniture had scratches.
  I called Rooms to Go and was told that the furniture in question would be replaced on 6/20/2022. The furniture that needed to be replaced was the nightstand, dresser, and chest.
  On 6/20/2022, two guys took out the 1st pieces and brought the 2nd pieces in my house in BOXES. They did not use a dolly and just dragged the boxes in and down the hallway to the bedroom. There they proceeded to take out the furniture and left a mess on the floor from the foam or whatever the packing was made of.
  After they left, I noticed scratches on the doors, baseboards, carpet, wood floors, and even the New furniture that was brought in that day.
  I immediately called Rooms to Go and was instructed to call JB H.transportation which turned out to be the contractor for delivery.
  I sent pictures to a David Q. who did not respond at all until I continued to make phone calls.
  After a couple of weeks and I had not heard from Mr. Q., I was finally able to reach him by phone. He told me to get a couple of estimates in which I did get one. When I called Mr. Q., he flat out just said that the pictures sent from a cellphone showed that these were old scratches and damage, and they were not paying for any property damage.
  Since then, I have reached out to Room to Go because they did hire them for delivery. I spoke with someone named Kaly on 7/22, and a Lee on 7/29/2022. At both times I was told that an e-mail had been sent to someone, not sure if it was their manager or JB H..
  Bottom line, no one is taking responsibility for the damage that was done to my property.
  I spent $4,800.00 for that bedroom set after finally departing from the bedroom set that I had had for over 30 years.

  

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 5, 2022/08/05) */
  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To Go, please express our apologies for any problems with delivery.
  
  Our office has forwarded a copy of this claim to the Delivery Claims Specialist to investigate and follow-up with customer regarding the alleged damage.
  
  We thank our customer for their business and trust this is being handled.
  
  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.)
  Someone by the name of Martha left me a voicemail on my home phone on 8/4/2022 asking me to contact the company to update my e-mail address and that she would be reaching out to me.
  So far, I have not heard anything else from her.
  
  
  Business Response /* (4000, 9, 2022/08/11) */
  Dear BBB,
  
  We have received the latest response.
  
  We have forwarded the information over to our IHD Specialist. They will be reaching out to customer within the next couple of days. This is under review.
  
  We thank our customer for their patience.
  
  Sincerely,
  
  
  Lourdes C.
  Presidential Assistant

• Initial Complaint

  Date:08/02/2022

  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 media console unit, consisting of 2 towers and one console. The middle unit came damaged. They are sending out a team to fix the console. I wanted a credit for one of the towers that hasn't even been opened yet and they refuse to return it. Even though the team that is coming out to fix the console is the same company. I don't understand why they cannot just take one of the towers back and offer at least a credit. If I am not happy with the fix that they are going to do on the console unit, I'm supposed to pay them full retail price and live with the 2k that I owe to them. Just doesn't seem fair. Please look into this as I am exhausted and have a full time job and am a single mother that just relocated to Texas and this isn't the way we wanted to make a fresh start in a new state. Please help.

  

  Business Response

  Date: 08/30/2022

  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 issues with their furniture.
  
  Our customer was authorized for the return of 1 pier for a refund. They are also scheduled for service on the console today.
  
  We thank our customer for their business and trust this is being handled.
  
  Sincerely,
  
  
  Lourdes C.
  Presidential Assistant
  
  
  Consumer Response /* (3000, 7, 2022/08/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The credit has still not been issued for the returned pier and the delivered furniture has yet to be resolved. The tech they sent out stated that he cannot repair it so either I want a replacement or the entire unit returned for full credit. Please help me recoup the 1.1K if Rooms to Go doesnt honor their committment on the credit and resolution on delivering a brand new piece that isnt damaged.
  
  
  Business Response /* (4000, 9, 2022/08/18) */
  Dear BBB,
  
  We are in receipt of the latest response.
  
  Concerning the refund on the pier unit, please allow at least 21-30 business days for processing and two billing cycles to post on the statement.
  
  Regarding the console, we have very little and showing date after.
  
  Please let us now if our customer would like to reselect to another unit of same value.
  
  Thank you,
  
  Lourdes C.
  Presidential Assistant
  
  
  Consumer Response /* (3000, 11, 2022/08/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I called a spoke to 2 different associates via telephone and email requesting to just return the entire unit. I don't want to switch out the console, I just want to return the remaining tower and console as they are a set and get my credit back on the credit card. They can contact me to arrange pick up but I cant keep taking off work to be available for all of these appointments for delivery and repairs. Please communicate to the store that I would like to arrange a pick up on the weekend and be done with them. Just keeping the grey couch at this point and even that was shoddy plastic leg material but lesson learned, I don't want to deal with Rooms to go after this. And also don't understand why it takes two billing cycles for the credit to appear. And I still haven't received documentation showing that I will be receiving a credit, the dollar value isn't showing on the documentation that they sent to me.
  
  
  Business Response /* (4000, 13, 2022/08/23) */
  Dear BBB,
  
  We have received the latest response.
  
  Our office has authorized the store to return the two remaining pieces on the wall unit. The store will be contacting our customer to schedule.
  
  Please allow at least 21-30 business days for processing and two billing cycles to post on their Synchrony account. The two billing cycle time-line concerns Synchrony or any Finance company. It is not our time-line. The reason being sometimes the credit may be done past 1 billing cycle and it will appear on the 2nd billing cycles.
  
  We trust this has been answered.
  
  Thank you,
  
  
  Lourdes C.
  Presidential Assistant
  
  
  Consumer Response /* (3000, 16, 2022/08/23) */
  Just received a phone call to be available on Tuesday, 8/30 so they can arrange for pickup after the caller mentioned that there are Saturday appointments available for returns. Again, as stated before I refuse to take anymore time off from work to make it convenient for the store to pick up. I am willing to be available on the next Saturday appointment they have available to arrange for the store to pickup a damaged piece of furniture that they couldn't repair. Customer is always right is a concept that this chain needs to learn. I'm not on their schedule, my time is valuable too.
  
  
  Business Response /* (4000, 18, 2022/08/24) */
  Dear BBB,
  
  We show the store scheduled our customer for the next available Saturday, that would be September 10th.
  
  We have no earlier Saturdays.
  
  Should the date not work for our customer, they are welcome to reschedule through our Care Center at X-XXX-XXX-XXXX.
  
  We trust this has been answered.
  
  Thank you,
  
  
  Lourdes C.
  Presidential Assistant

• Initial Complaint

  Date:08/02/2022

  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 sectional sofa on 11/21/2020 it was delivered on 12/4/2020. On 11/11/2021 I called for a replacement due to excessive pilling on the fabric and rip on the seam of a cushion. The replacement was delivered on 12/7/2021. After a short period of the pilling started again. It completely covers the entire bottom cushions of the sofa. I noticed on 7/302022 a spot where the seam is starting to rip again. This is located in a low traffic area of the sofa. I called rooms to go they said they could not help and to contact the extended warranty company. I called them and this type of issue is not covered and should be the responsibility of rooms to go. I called rooms to go back at 1:08 pm est and spoke with a rep (Erin) and a supervisor (Theodore) at the corporate customer care office. They both advised that even though this sofa is less than a year old it's my loss and no one will cover the replacement. I would like a replacement with a different sofa as the one I purchased is obviously defective and does not last more than a few months.

  

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/08/04) */
  Dear BBB,
  
  We are in receipt of this claim.
  
  Our office reviewed our customer's file.
  
  The Rooms To Go warranty has expired on this set.
  
  Our customer has Fortegra contract. Unfortunately, the issues are not covered under said contract.
  
  In the best interest, as only recourse, we can offer to cancel the Fortegra contract and refund their monies on the contract.
  
  On behalf of Rooms To Go, we apologize for being unable to pursue any other action.
  
  Thank you,
  
  
  Lourdes C.
  Presidential Assistant
  
  
  Consumer Response /* (3000, 7, 2022/08/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Refunding the cost of the extended warranty will still leave me without a quality sofa. I purchased a sofa from rooms to go with the expectation that it was of good quality. Clearly it was not. I am requesting a replacement with a different sofa of equal or lesser value. If it exceeds the value I would of course pay the difference. I don't want something for nothing. I just want a quality sofa for which I already paid.
  
  
  Business Response /* (4000, 9, 2022/08/11) */
  Dear BBB,
  
  We have received the latest response.
  
  Once again, we apologize as the issues are not covered by Fortegra or Rooms To Go.
  
  In the best interest, due to time and depreciation, we can only offer 75% value towards a reselect on the two sofas towards something else. If the price were greater, they would be responsible for any difference. This would be contingent on customer returning both sofas at same time as we deliver the new selection. Please have them visit the office staff to finalize this transaction.
  
  This would be the only option we would be able to consider.
  
  The reselect offer would be valid until September 11, 2022.
  
  We trust this has been answered.
  
  Sincerely,
  
  
  Lourdes C.
  Presidential Assistant
  
  
  Consumer Response /* (2000, 11, 2022/08/11) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Yes this is satisfactory. It is a fair compromise.
  
  
  Consumer Response /* (3000, 17, 2022/08/16) */
  Rooms to go is now saying at $300 is 75% of the $1199.99 that I spent. $899.99 should be the credit as that is 75% of the cost. When speaking with the showroom they were very rude when I asked how they got that number they could not give an explanation and said I had to go back to BBB to get a resolution
  
  
  Business Response /* (4000, 19, 2022/08/18) */
  Dear BBB,
  
  We apologize for any inconvenience or confusion with the monies.
  
  Our office will be investigating the allegations further.
  
  Our customer will have a value total of $963 they can use towards the new selection. This value is contingent on the two pieces they currently have be returned at same time as the new selection is delivered.
  
  Our customer needs to visit the store to choose something else of same value.
  
  We trust this has been corrected.
  
  Thank you,
  
  
  Lourdes C.
  Presidential Assistant

• Initial Complaint

  Date:08/01/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb 27, 2022 I purchased a bedroom suite from Rooms To Go for $3,736.78 that was to be delivered on July 23rd, 2022.
  First issue - No communication between delivery and customer. I was informed that the delivery would be between 10 and 2 but they did not arrive till 3:30 pm. No call - No explanation.
  Second issue - They delivered my dresser to the wrong address and I was told that customer service would call and arrange to have a new one delivered. They called and stated that the new dresser would be delivered August 13th. That was not acceptable.
  Third Issue - They failed to set up the furniture properly. Tags and labels were still attached. Knobs were not tightened.
  Fourth issue - They left trash / packing materials in my yard that I had to pick up.
  Fifth issue - There are scratches on the footboard . Paying all this money I would expect it to be scratch free.
  Sixth Issue - They were supposed to pick up the bed rails and return them for credit but refused.
  Seventh Issue - I bought the mattress from them and I had it leaning on the wall so they could build the new bed. They refused to put the mattress on the bed.
  I have been in contact with Rooms To Go Customer service several time and all I get is false promises. So far the dresser was supposed to be delivered 3 times last week only to be told that they couldn't get it released from the vendor. I have purchased a complete living room and a complete guest bedroom over the past few months - each time with issues - but this is the worst I have been treated. They give the delivery contract to the lowest bidder and that's the service that they get. They have had my $3,736.78 for 6 months - I paid cash - and I expect to have them meet their obligations.
  Order Number XXXXXXXX
  Phone number XXX XXX XXXX
  Name - ******* * ******

  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/03) */
  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To Go, please express our apologies for any problems with the drivers and the furniture.
  
  Our office has filed a report with the delivery manager to investigate and address the issues brought forth.
  
  We have reached out to our customer. We received a small shipment in of dressers and were able to schedule sooner for customer.
  
  Once all the furniture problems are resolved, we will offer an accommodation.
  
  We thank our customer for their business and trust this is being handled.
  
  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.)
  August 11th - Rooms To Go did arrive with 2 dressers still in the box. They also did have the replacement footboard still in the box. The install of the dresser and footboard went very well. They unpackaged the items in the master bedroom and left little trash behind which is expected. So far everything was going perfectly UNTIL when they were leaving and I noticed that there were GREASE spots on my new carpet! I was livid! They had noticed that they did it and had taken pictures and started a claim but FAILED to inform me. I found out when I called customer service. Now I have to wait and see how long it will take to get them to clean my new carpet.
  
  
  Business Response /* (4000, 9, 2022/08/16) */
  Dear BBB,
  
  We have received the latest response.
  
  We have been communicating with our customer since the alleged incident. We forwarded all the information to the corresponding delivery claims specialist to follow-up with customer.
  
  They are currently working with our customer. We requested our customer send copy of the cleaning receipt as well as pictures taken after the cleaning to Ms. Carissa as she is handling this claim.
  
  As a good will gesture, we have refunded their delivery fee in full. Please allow at least 21-30 business days for processing and two billing cycles to post on their statement.
  
  We trust this is being handled.
  
  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.)
  First - the delivery of the dresser was NOT sooner than was originally stated by the customer service dept.
  I still have not seen a refund on my account for the rails that were picked up. I have not seen the refund for the Gentlemen's chest that I cancelled because of this ordeal.
  Why must I wait at least 30 business days and 2 business cycles for reimbursement for a service that they should have paid for upfront?
  The invoice clearly states that the grease stains would not come out and now I also want to have my carpet replaced. This is a brand new house with brand new carpet.
  
  
  Business Response /* (4000, 13, 2022/08/25) */
  Dear BBB,
  
  We have received the latest response.
  
  Our office researched the refunds with our Accounting department.
  
  On the cancelled chest order#XXXXXXXX, the monies were refunded to their Master Card. The reference number is #XXXXXXXXXXXXXXXXXXXXXXX. On the return of the rails #XXXXXXXXRT, the monies were refunded back to the Visa Card the reference number is #XXXXXXXXXXXXXXXXXXXXXXX. Our customer is welcome to call the corresponding bank of each of these cards and provide them with the reference number. The refunds were accepted by the creditors.
  
  Concerning the alleged in-home damage, the claim is under review. Our customer is welcome to contact Ms. Carissa as she is handling the claim at *********@seids.com.
  
  We trust this has been answered.
  
  Sincerely,
  
  
  Lourdes C.
  Presidential Assistant
  
  
  Consumer Response /* (3000, 15, 2022/08/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have verified that the monies have been refunded for the rails and chest. I am still waiting for the refund of the expense for the carpet cleaning. I am still waiting for the outcome of the damage done to my new carpet that will need to be replaced. I am also waiting for the additional compensation that Rooms To Go stated that they would provide me for this terrible experience.
  
  
  Business Response /* (4000, 17, 2022/08/26) */
  Dear BBB,
  
  We have received the latest response.
  
  Our customer would need to reach out to the delivery claims associate.
  
  Please have them e-mail ********@seids.com as they are handling their claim.
  
  Thank you,
  
  
  Lourdes C.
  Presidential Assistant
  
  
  Consumer Response /* (3000, 19, 2022/08/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  In one of the responses from Rooms-To-Go, they stated there would be additional compensation regarding the original complaint. So far, they have failed to honor that statement. And now that there is an addition claim because of the extremely poor delivery service, they appear to be putting that obligation on the service claims people instead of honoring their statement.
  
  
  Business Response /* (4000, 21, 2022/08/30) */
  Dear BBB,
  
  We did offer customer accommodation once the furniture issues were resolved.
  
  Please view our response from 8/16/22. The full delivery fee is being refunded to their American Express. Any accommodation provided is done as a good will gesture. The credit was sent yesterday.
  Please allow at least a few days to post on their card.
  
  The delivery company will be following up regarding the alleged damage to carpet as well as the cleaning receipt.
  
  Once again, our customer is welcome to e-mail the claims associate Ms. Cummings at *********@seids.com.
  
  We trust this has been answered.
  
  Thank you,
  
  
  Lourdes C.
  Presidential Assistant
  
  
  Consumer Response /* (3000, 23, 2022/08/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The delivery fee was refunded because during one of the deliveries, only 1 delivery person showed up and I had to assist unloading and delivering my own furniture.
  I am now dealing with the claim regarding the damaged carpet and I am having to take time off of work 1) to arrange and be available for the carpet cleaners and 2) to take more time off of work to get 2 quotes on replacing the carpet and to be available when the carpet is replaced plus my inconvenience. After spending THOUSANDS of dollars at Rooms-To-Go one would think that they would take care of their customers.

• Initial Complaint

  Date:07/30/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 12, 2022 I made an internet purchase with Rooms to Go Furniture store. I bought an accent cabinet. When I opened the box to the cabinet I noticed it had several damages to the cabinet and the quality was low and it did not appear as pictured online. I immediately called Rooms to Go to report the damages and lack of how the picture matched the item in person. I was informed to send pictures of the damages and a written description which I did. I called within a week and the same request was asked of me. I emailed pictures again. I called back and was informed they were waiting to hear from vendor. I waited for a month no return call or email. I called again and was able to speak to a supervisor in late June, informed me to destroy cabinet since I did not want another one and was requesting refund I should receive in 7-10 days. It is now end of July and beginning of August. Still no refund. I keep getting excuse only a particular department can handle refund. I have been dealing with this issue for over 3 months. Please help to return my full refund of 520.94
  

  

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 5, 2022/08/04) */
  Dear BBB,
  
  We are in receipt of our customer's claim.
  
  On behalf of Rooms To Go, please express our apologies to our customer for any inconvenience they may have experienced.
  
  With respect to their situation, the piece the customer purchased was a vendor direct item. Issues are process through our special orders department as a liaison for the customer and the vendor. Unfortunately, due to labor shortages, there have been delays in response times. We regret this transpired in our customer's case.
  
  Our records reflect the customer was advised to dispose of the unit as the vendor was not going to take it back. A full refund was authorized and is being processed back to the form of payment used at the point of sale. All refunds take up to 21 business days to process and 1-2 billing cycles to show on their statement.
  
  We trust this claim is settled.
  
  Thank you for your time.
  
  
  Nannette O.
  Presidential Assistant

• Initial Complaint

  Date:07/29/2022

  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.

  In March/June 2022 with the help of BBB Fortegra agreed to issue a full refund to me. On June 2, 2022 they informed me that they requested RTG to issue said refund. Since that time I have been contacting RTG for my refund to no avail. During every call, RTG's representatives say that the refund has been processed to Synchrony who will issue the refund. However, Synchrony informed me that they will not be able to issue a refund because they have received no request from RTG. I am seeking assistance in obtaining my refund for the warranty. Thank you.
  

  

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/08/11) */
  Dear BBB,
  
  We are in receipt of this claim.
  
  Please express our apologies to our customer for any inconvenience or misunderstandings regarding their refund.
  
  In regards to their inquiry, we have reached out to our accounting department in order to investigate their claim. We have been made aware that Fortegra advised our liaison they authorized the cancellation of the extended service plan for a refund. The request was filed on 7.15.22. All refunds take up to 21 business days to process and 1-2 billing cycles to show on their finance statement. $189.95 posted to Synchrony as of 8.04.22.
  
  Unfortunately, we have no jurisdiction once we have sent it back to their finance institution; therefore, the customer will need to inquire with Synchrony directly.
  
  Thank you,
  
  
  Nannette O.
  Presidential Assistant

• Initial Complaint

  Date:07/29/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 2nd we went to store 409, purchased a living room set for the amount of $2,428.87 order # XXXXXXXX. They were delivered on July 8th, July 9th while putting in a light bulb into one of the lamps, a socket came apart. I called customer service on Monday to request a part replacement, and they sent the wrong part. I called customer service again to request the correct part, and again the wrong part was sent. I called again on July 22nd, and still have not received or heard about the delivery of the part. The dust ruffle under the loveseat needs to be repaired, and rooms 2 go will not come out to fix it until the replacement part for the lamp is received so they can fix both at the same time.

  

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 5, 2022/08/03) */
  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To Go, please express our apologies for any inconvenience.
  
  Our office reached out to our customer. We scheduled an exchange on the lamp and have service going out for the dust cover on the loveseat. Both are set for 8/11 and our customer is aware.
  
  We thank our customer for their business and trust this is being handled.
  
  Sincerely,
  
  
  Lourdes C.
  Presidential Assistant