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:01/21/2025

  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.

  Purchased a $ 3000 couch from Room To Go and now it is broken and making noises. They sent a technician out who heard the noise and replicated them while on site. Tech stated he was unsure on how to open the couch to see what was broken or why it was making the noise. **** stated he would put in the notes could not be repaired. Week later they contacted stating they would send someone to pick up the couch to repair it. That never happened. Contacted again today and were told they could not find where the noise was coming from an nothing they could do. We bought the extended warranty at purchase and this is absolutely crazy that the couch new made no noise and now when you sit down it does and clearly something wrong. But they do not want to hold up to their end of the service agreement and fix a defective product. Rooms To Go should be that last place anyone should purchase furniture as they do not stand behind their products they sell in store or the warranty they sell.

  

  Business Response

  Date: 01/22/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Rooms To Go offers a 1-year warranty for manufacturers defects as stated on the terms located on the purchase receipt. This expired in 2024. Our customer purchased the ****** extended service contract powered by Fortegra.Unfortunately, the issues being reported are not covered under the guidelines of said contract. In view of this, their claim was denied.
  Although we value their business, we would be unable to present any course of action due to the reasons explained above. The customer is welcome to contact ******** directly if they wish to dispute the denial.

  Thank you,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:01/21/2025

  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.

  On January 4th, 2025, I visited the Rooms To Go store (#***), located at *********************************, to purchase a dining table and chairs set. During my visit, the store manager, **** *******, and a sales associate offered me the option of installment payments with zero interest (Order #***-60835).I specifically asked multiple times whether the financial product they were offering was a credit card. Both the manager and her supervisor assured me that it was not a credit card but a store card that could only be used for setting up installment payments at Rooms To Go. Based on their explanation, I agreed to proceed with the application.They collected my personal information, including my Social Security number and home address. However, later that day, I received an email from Credit Karma notifying me that a hard inquiry had been made on my credit report and that a new credit card had been issued under my name.This was entirely contrary to what I was told in-store. I did not want a credit card, nor did I knowingly consent to one being issued. This misinformation resulted in an unnecessary hard inquiry on my credit report, which negatively affected my credit score. I am frustrated and disappointed by the misinformation and lack of transparency provided by the store employees.Desired Settlement I am seeking the following actions from Rooms To Go:1.A formal explanation and written apology for the misinformation provided by the store manager and her supervisor.2.Immediate assistance in resolving the impact on my credit report, including removing the hard inquiry if possible.3.Compensation or financial incentives to address the inconvenience, credit impact, and potential financial consequences caused by this situation.Rooms To Go should take full responsibility for the actions of its employees and resolve this matter promptly and fairly.

  

  Business Response

  Date: 01/24/2025

  Dear BBB,
  
  We are in receipt of your letter to our office.
  
  On behalf of Rooms To Go, please express our apologies to our customer for any misunderstanding they may have experienced at the point of sale.
  
  In regards to their situation, we have attempted to reach our customer in order to acquire more information and address their concerns.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:01/18/2025

  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.

  On 11/20/24 we purchased the Allesio 5-piece sectional sofa with a delivery date of 11/30/24. We bought it sight unseen as we didn't get to see it in store as it was so new. The salesman said they could probably help us out if we weren't happy due to not being able to see it in person. 1/15/25 we realized that one of the seats would work better as a recliner so we called seeing if they could do anything for us. They let us know that it's only a 48-hour window to make changes, but we should have rejected it on delivery. A very different story to what the salesman had told us. I understand there is a window to return something, but for such a big purchase 48 hours is a little ridiculous. We are not asking for anything crazy or much, we are of course willing to pay the difference for the upgraded chair, and I am able to physically return and pick up the new chair. Both the store and "customer care" refused to help and simply repeated the policy. We are longtime customers of 10 years and most of our ******************** is from Rooms to Go. I would think they could make an exception as many other companies can and have for us.

  

  Business Response

  Date: 01/20/2025

  Dear BBB,
  
  This is in response to this claim.
  
  Our office has reached out to our customer and are in the process of addressing their concerns.
  
  Thank you,
  
  ******** *.
  Presidential Assistant
  

  Customer Answer

  Date: 01/22/2025

   
  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:01/16/2025

  Type:Sales and Advertising 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.

  Purchase a couch. Arrived damaged. Sent a replacement which arrived damaged. Sent a second replacement which arrived damaged. I had to take off work a total of 3 times. With the first being excused because it was for my original purchase. After the third damaged Couch arrived I requested a refund of money. They told me they can only send a spot cleaner, which would not work because they only do spots and the damage is much more than a spots, or let me exchange it and pay the difference if I pick something that is more expensive. I statement they I don't want anything else from there and if you can not supply what I paid for then I should be able to get my money ******** can you force someone to keep your damaged product? How do you force someone to purchase another item from your store. After you have inconvenienced me over and over, and I have lost money from continuing to have to take off to get a replacement that is also damaged. You didn't even have the decency to check what you were sending me after the second time. Now you tell me you will check it for a 4th attempt! I want my money back. No one purchasing for this place should have to go through this.

  

  Business Response

  Date: 01/17/2025

  Dear BBB,
  
  This is in response to this claim.
  
  Our office has reached out to our customer and currently in the process of addressing the concerns they have outlined.
  
  We trust this claim is answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22820027
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:01/15/2025

  Type:Delivery 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 November 24, 2024, I placed an order for a dining table with an 8-chair set and bedroom furniture. Since then, my experience has been plagued by repeated delivery failures, damaged items, poor communication, and a lack of accountability. Below are the specific details:First Delivery: The dining chairs, table, and dresser arrived damaged. I was assured that all damaged items would be replaced.Second Delivery: Despite the promise, the replacement chairs and dresser were also damaged. Despite this, we agreedwithout any compensation or discountsto keep the damaged dresser and some chairs to be repaired by a technician, while replacing two side chairs and one armchair.Third Delivery: Once again, the delivery included damaged itemsthis time, one side chair and one armchair were unusable. The delivery team themselves identified the severe damage before bringing the items into our home.Repeated Store Visits: Each time, I had to visit the store in person to address these issues because your customer service is completely ineffective. I was told to wait 30 business days for the damage report to be processed before replacements could be scheduled. This delay is unacceptable and demonstrates a blatant disregard for your customers time.Unfulfilled Compensation: As a token for the inconvenience caused, I was offered $265 credit, but this has yet to be applied to my account. I was told it would only be credited after the order is fully delivered, which, at this rate, seems like an empty promise.Hidden Financing Fees: I was also charged an unexpected 2% promo fee ($130) for financing beyond 18 months. This was never disclosed at the time of purchase. Despite raising this issue, the fee has not been waived. This lack of transparency and communication is highly unprofessional.I currently have deliveries scheduled for January 17 and February 25, 2025, but given the pattern of failures, I have no confidence in your ability to resolve this situation.

  

  Business Response

  Date: 01/24/2025

  Dear BBB,
  
  We are in receipt of your letter to our office.
  
  On behalf of Rooms To Go, please express our apologies to our customer for any inconvenience they may have experienced.
  
  In regards to their situation, we are currently reviewing their account in its entirety with corresponding departments in order to accurately address their concerns. A follow up will be made with the consumer directly once matters are concluded.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 22817130
  
  I am rejecting this response because:

   I had 2 more deliveries after this complaint, since they promised to resolve this issue and they are still bringing broken chair and not doing their inspection before delivering. This complaint is still pending, I have not received the replacement chair. 
  
  Sincerely,
  
  *********** Nattami

  

  Business Response

  Date: 03/24/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Our office is reviewing the customers inquiry with corresponding departments. Once, we have the requested information, a follow up will be made with the customer.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 22817130
  There was no satisfactory efforts made by Roomsto go to deliver the undamaged goods as promised. 
  I am rejecting this response because:

   

  
  Sincerely,
  
  *********** Nattami

  

  Business Response

  Date: 03/28/2025

  Dear BBB,
  
  This is in regards to our customers last reply.
  
  We have reached out to them directly have provided possible options..
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:01/15/2025

  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 bought a mattress from room to go, order#********, on 8/10/2024. The advertisement is Not true and sale-man told me the mattress will support back. However, it doesnt hold anything and bad quality. The mattress was defected and being exchange the same brand by room to go. But the exchange one has the same issue and defect after few days using causing the neck and back painful. ******** refused to upgrade or credit that bad quality mattress becuase the time frame. They should inspect the mattress before selling to customer and give a better customer service. Now my health effect because of the mattress

  

  Business Response

  Date: 01/17/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Our office has reached out to our customer in order to address their concerns and provided options to resolve said complaint.
  
  We trust this claim is settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant
  

  Customer Answer

  Date: 01/18/2025

   
  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:01/15/2025

  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 am always pitched to purchase the furniture insurance. They always tell me, everything will be covered, furniture replacement is covered etc. I have reviewed the contract and it does in fact state they will "replace the product in lieu of a repair" on page 1, section 2. I bought a sofa 1 year ago, on 12/30/24, I called to report the chaise had broken when my son sat on it to open Christmas gifts. As this was the within the first year, I filed a claim with the limited product warranty which "guarantees the merchandise will be free of defects in material and workmanship for a ONE YEAR PERIOD from the date of pick up or delivery" The item was delivered 1/6/24, therefore I was within this period. I called, I uploaded photos to the portal, they tried to get it approved for replacement, said a technician needed to come out, he came out on 1/7, told me it couldn't be repaired, he caused more damage to the chaise by tearing the fabric on the bottom to take pictures. I called on 1/9/24 and was told the product would be replaced and someone would call me in 3-5 days. I call back on 1/15 because I didn't receive a call. I'm then told they need to pick it up and repair it. The notes I was told the technician put in his report (that he could not fix it onsite) was a lie, he didn't do anything, the person who told me it would be replaced on 1/9 was a lie, and today 1/15 I asked to speak with a supervisor and was told they can ONLY email the warranty department. I had to call ******** to get the correct information. At which time I learned that it's the same company, Rooms to Go is still the company providing the repair service and it's just a matter of who pays for the replacement or repair. Them or Fortegra. My son could have been hurt, the product fell apart and needs to be replaced. I'm still waiting on a phone call to finalize this issue. Its been outstanding for 2 weeks. At this point I would say that Rooms To Go is scamming customers and providing horrible service.

  

  Business Response

  Date: 01/16/2025

  Dear BBB,
  
  This is in response to this claim.
  
  Our office has been made aware an agreement was already made with our customer in order to resolve the complaint thereby addressing their concerns.
  
  We trust this claim is settled.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant
  

• Initial Complaint

  Date:01/13/2025

  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.

  9/23/24 called Rooms To Go (RTG) about the discoloration and wearing of a 3 piece sectional we purchased from them on 7/9/23 for a new home we were building. We also bought a service contract to cover each sectional piece. 9/30/24 *** representative came to home and took multiple photos of the sectional that were starting to discolor and wear thorough. *** said someone would let us know if RTG would repair sectional piece or replace the piece entirely. 10/224 RTG called to say that they do not repair or replace furniture that fades from sun coming through window. Explained that it is impossible for this amount of fading to occur in 6 months and fading was in places that did not get sun. Its quite obvious the couch was made with inferior material. *** adamant about not fixing the couch. I questioned why the fabric was wearing away, I was told that I must have intentionally damaged the fabric. I was told there was nothing they could do. Called RTG again on 10/14/24. *** told us to contact ********, the company that we purchased furniture service contract from. ******** said that *** should replace or repair the couch since its been less than a year since we received delivery of the sectional. Told them ***, refused to do anything because their warranty does not cover fading and wearing of the fabric from sun. ******** said their policy does not cover fading and wearing from sun. ******** said there was nothing they could do. Our home has PGT impact windows and sliding doors impact windows have a UV Performance Coating that blocks 99% of harmful UV rays. 12/18/24 contacted ***. Explained that it was impossible for the fabric to fade and breakdown from the sun because the windows have a UV coating on the windows. *** agreed that the sun thru windows did not cause the fading and wearing of the furniture; it was caused by the lights in the room. This is impossible because the high hat lights in my 12 foot ceilings are never used. *** said there is nothing they could do.

  

  Business Response

  Date: 01/15/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Our office has reached out to our customer and we are in the process of addressing their concerns.
  
  We trust this claim is settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:01/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a teak dining set and sofa/chair set which was delivered in april, 2024. In July of 2024 we discovered that the teak wood had stained EVERY ONE of the 14 cushions. We had purchased the "stain warranty" on the cushions, and after a significant runaround, *** finally agreed to replace the cushions. At that point, we scheduled at least 4 documented dates to have replacement cushions delivered to our home. In every one of those delivery dates, no cushions were delivered. We arranged our personal schedules to be available for these deliveries and in each case no cushions were delivered, DESPITE the fact that ***'s own delivery app showed that the cushions were on the truck. Each time we were subsequently told that the cushions were on backorder. Only after the last scheduled delivery were we told that the ******* manufacturer had a fire and that they would no longer be producing the fabric that we chose. In essence, we were never going to get any replacement cushions in our original fabric and RTG never told us that information. *** did nothing more than offer us the currently available fabrics, even though we had purchased other items to coordinate with the original fabric. We asked for 2 options - give us cushions in a non coordinating fabric and compensate us for our loss of enjoyment and 9 months of involvement in this situation with 2 small end tables, or refund all of our money and pick up all of the furniture. They will not do either. They will not even give us, or allow us to purchase a new extended warranty on the replacement cushions. We have no choice but to escalate this matter to others.

  

  Business Response

  Date: 01/20/2025

  Dear BBB,
  
  This is in response to this claim.
  
  An agreement has been reached with our customer and their concerns are in the process of being addressed.
  
  We trust this claim is settled.
  
  Sincerely,
  
  
  ******** *.
  

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22801346
  
  I am rejecting this response because:

  RTG manager R ******** promised to refund approximately $130 in warranty fees that we paid.  As of 1/31/2025 we have NOT received a refund.  *** will not transfer the warranty to the new cushions or allow us to purchase a warranty on the new cushions.  RTG continues to avoid resolving this situation to our satisfaction, and has cornered us into a situation of "do what we want", or sue ********* As senior citizens living outside of *******, we are not in a position to fully pursue action against RTG.  So here we are.  You will notice that *** did not dispute any of the facts of this matter.  Clearly, RTG will not do anything to appease or compensate a customer for any situation or hardship that they create.  RTG is a callous and soulless organization.

  To the BBB, you contacted me regarding my willingness to involve the media in this situation.  Please know that we are fully willing to do so.  Please let us know how to proceed.

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

  

  Business Response

  Date: 02/11/2025

  Dear BBB,
  
  This is in response to the latest reply.
  
  We are currently reviewing with the management team over the stores as well as corresponding departments. A follow up will be made with the customer directly once matters are concluded.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22801346
  
  I am rejecting this response because:

  Per my conversation with R ******* at the store, I was told I was going to be refunded the costs of the "stain warranties".  He stated these amounts were $116.23 for order # ******** and $115.20 for order # ********.  This would be a total of $231.43.  Today in the mail I received a single check for $117.50.  This has no apparent correlation to anything I was told.  RTG still owes me $113.93.  The saga of RTG not delivering what they promised, continues.  I am at a total loss as to how this company operates or stays in business.

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

  

  Business Response

  Date: 02/19/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  We have reviewed the reported inquiry with the stores management team as well as our accounting office. Funds for the extended service contract paid at the point of sale have been refunded correctly. Said team has discussed and addressed the concerns with the customer directly.
  
  We trust this claim is settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:01/12/2025

  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 recently purchased the ***** ******** Home San ********* **** Bench to complement my 5-piece dining set. After delivery, I noticed that the bench rocked back and forth on the carpet, making it unsafe to sit on. I contacted the customer service team, and was advised that a technician would need to inspect the bench.On January 6th, a technician visited my home and, without any prompting from me, immediately identified the bench as unsafe. I agreed and expressed my desire to return the item, as it was not functional for my needs. We tested the bench on the hard floor of my kitchen, where the instability did not occur. The technician assured me that someone would contact me in a few days to discuss next steps.When I was contacted, I was informed that I could return the bench for an item of equal or greater value, but that a refund would not be issued. However, it is unlikely that two chairs would equal the total cost of the bench and I would be forced to purchase items that I do not want as a replacement. I was advised to speak with the manager at my local store, which I did on January 9th. During that conversation, I was again told that no refund or balance adjustment would be *********** is also worth noting that the advertisement for this bench did not specify that it was unsuitable for carpet, which is a key consideration for many customers. As such, I find it deeply troubling that I am being denied a return. This situation is not only frustrating, but it also feels like an act of theft. I have been a long-time customer of your store, and this treatment is baffling. Mistakes can happen, but a companys character is revealed in its willingness to resolve them. By not acknowledging that this item is defective, you are effectively stealing my money.Given these facts, I am requesting a full refund for the bench including its delivery fee and taxes. I would appreciate a prompt resolution to this matter.

  

  Business Response

  Date: 01/14/2025

  Dear BBB,
  
  This is in response to this claim.
  
  Our office has been made aware the showroom management team has been in communication with our customer and has provided options in order to resolve the complaint.
  
  We trust this claim has been settled.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22801089
  
  I am rejecting this response because:

  For the record, this was RTG's email to me on 1/14/25.

  Dear Ms. ******************* is in regards to the claim received from the Better Business Bureau.
  
  In regards to your situation, we have reviewed the account and the technicians findings as well as pictures taken at time of service. The issue with the bench was deemed to be free from any vendor related defects. Unfortunately, it was reported the thick carpet is what is causing the wobbling of the bench.
  
  In the interest of satisfying the complaint, you were authorized a courtesy reselection on the stated piece. This would be to something else equal in value. If more, the consumer is responsible for the difference in price plus fees. However, our records reflect the showrooms manager authorized the reselection for equal, greater or lesser value (refunding the difference on the new selection if less). This is typically not done but will be honored.
  
  Although we sympathize with your concerns, we would be unable to authorize a straight return due to the reasons stated above.
  
  Thank you for your understanding.

  My reply response to RTG on 1/14/25 is as follows:

  Hi ********,
  Thank you for your response. However, your explanation fails to address the central issue: the bench was not advertised as unsuitable for use on carpet, and the carpet in question is not "thick." The problem lies in the product's design and misleading advertising, not in how it was used or the flooring it was placed on.
  While I understand your policy, I reject the notion that this issue is unrelated to the product itself. Additionally, the offer of a courtesy reselection is forcing me to choose items I do not want, which does not appropriately resolve the matter. I am requesting a full return and refund due to the inaccurate representation of the product.
  If this issue is not resolved appropriately, I will proceed with filing a formal complaint with the North Carolina Secretary of State and other entities.
  Please advise on the next steps to process the return.
  Thank you,
  
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 01/20/2025

  Dear BBB,
  
  We are in receipt of the latest reply.
  
  Our office has been made aware the showroom management team reached an agreement with our customer in order to resolve the complaint.
  
  We trust this claim is settled.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 01/28/2025

   
  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. Howveer, I am STILL awaiting the full refund. 
  
  Sincerely,
  
  **** ******