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

  1821 W Brandon Blvd Brandon, FL 33511-4811

  
• 

  Rooms To Go

  3520 Tamiami Trl N Naples, FL 34103-3703

  
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  Rooms To Go

  6889 W Newberry Rd Gainesville, FL 32605-4314

• 

  Rooms To Go

  8620 Jw Clay Blvd Charlotte, NC 28262-8418

  

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: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

• 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.

  I bought my furniture from Rooms Togo in Miami, Fl (in N. Kendall Dr.).
  I bought a extended warranty for the furniture from 4Repairs (4repairs.net), a Fortegra Company.
  The contract covers stains of any kind, cuts, rips and even animal stains.
  
  My 5 Year Nephew blue marker blew in his hands and he stain the sofa and the warranty copy now says it was intentional and won't cover the stain, because my 5 year Nephew did it intentional but a dog going on the sofa is not.
  
  Nether Rooms Togo or 4repairs are going to do anything about it, so I pay warranty for nothing!!!

  

  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 misunderstanding concerning their Fortegra contract. If there are multiple stains, the issue would not be covered.
  
  However, if customer would like to share pictures of the ink stains, please have them send pictures of complete view of the sofa showing the stains. Please have them send in PDF format.
  
  We can certainly review. If they are not covered, please read below.
  
  In the best interest, we can cancel the Extended warranty on both sofa and loveseat in full and refund $91.20 or we can include the tables as well and it would be $134.01.
  
  Please let us know.
  
  We trust this has been answered.
  
  Sincerely,
  
  
  Lourdes C.
  Presidential Assistant

• Initial Complaint

  Date:07/28/2022

  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.

  I ordered children's furniture (a bed, 2 nightstands, and a chest) online from Rooms to Go on 3/12/2022 and chose the earliest selected pickup date (6/18/2022). My credit card was immediately charged $1,722.68 for the purchase. I picked up the furniture from the warehouse in Dunn, NC on 6/24/2022. When I unboxed the furniture the following day (6/25/2022) every piece was damaged. (The chest backing was off exposing sharp nails and staples, and the drawers didn't open and close properly. One nightstand had a busted corner and the other had damage to the back. The footboard was obviously damaged; pieces were not properly nailed together/had come apart.) I immediately called Rooms To Go and after being transferred multiple times and disconnected twice, I was told the most RTG could do was send a service technician to evaluate the damage. This was obviously an inconvenience for me. I had to take off work to meet the service technician because RTG provided damaged goods and couldn't rectify the situation over the phone. The service technician arrived at our house on 6/29/2022 to evaluate the damage and shared that all pieces were damaged beyond repair and that he would contact RTG to coordinate an exchange. He said that the wood was warped. On 7/27/2022 I took leave from work again to meet the team delivering the new furniture. The team was able to exchange both nightstands, but the chest and footboard they brought for replacement were both damaged. The wood of both pieces was cracked. The delivery team shared that RTG would contact me to set up a separate exchange. When I spoke to the sales representative handling the exchange, I was told the earliest delivery date for these two pieces is 11/2/2022. I asked for a partial refund as compensation for my time and inconvenience and was offered $50. $50 is less than 3% of the price I paid and at best, it will be 8 months before I receive an acceptable product.
  

  

  Business Response

  Date: 08/12/2022

  Business Response /* (1000, 5, 2022/07/29) */
  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To Go, please express our apologies for any problems with their furniture.
  
  Rooms To Go, like other furniture retailers, is still experiencing global supply challenges with extended delays on the furniture.
  
  As a good faith gesture, we will override the $50 and instead process a $100 refund for waiting. 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:07/28/2022

  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 a month ago. It was delivered to my house and I set it up. One side is significantly heavier and sturdier than the other side. They sent out a Tech and he said that he would file the complaint, however when I called back Rooms to Go they said that the Tech reported that everything was fine. I asked for another appointment for a service Tech to come to my house so they gave me an appointment for July 27th however no one came out.
  

  

  Business Response

  Date: 08/12/2022

  Business Response /* (1000, 5, 2022/07/29) */
  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To Go, please express our apologies for any problems with their sofa and throw pillow.
  
  We are aware a throw pillow was sent our to our customer and we will be exchanging the sofa on 8/4/22.
  
  We thank our customer for their business and trust this has been resolved.
  
  Sincerely,
  
  
  Lourdes C.
  Presidential Assistant

• Initial Complaint

  Date:07/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a sofa and one of my armless recliners won't recline properly. I called the store and had a tech come out to check it. The first time he adjusted it but the issue came back a few days later. A tech was sent out again. This time he said he had to order a replacement part on April 14th and it would take up to 90 days for the part to come in. July 14th has passed and it is now July 27th with no status update on receiving the replacement part. I've called several times to the local store in myrtle beach SC, only to be told there was no new update. During my last call the service representative asked if I would like them to email the vendor for an update and that she would call me back with the response. 11 days have passed with no follow-up call. I'm being completely ignored with no new information on the status of my replacement part since the order was supposedly put in over 3 months ago. I purchased the extended warranty plan on this item and paid for both delivery and assembly. Why is it impossible to get any type of information about the status of my replacement part?

  

  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 problems with their recliner.
  
  Our office researched further with our Parts Manager. Unfortunately, this manufacturer has a 3-4 month delay before we receive any parts.
  
  In the best interest, we are exchanging the armless recliner. We have scheduled with our customer for 8/11.
  
  We thank our customer for their business and trust this is being handled.
  
  Sincerely,
  
  
  Lourdes C.
  Presidential Assistant

• Initial Complaint

  Date:07/28/2022

  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 need my refund for the dinning room table and two extra chairs that was canceled due to your employee Edgar and Deborah's attitudes. Debroah decided my purchase wasn't enough to "qualify" as a purchase and that she wasn't going to help me "im not even your customer." It has been now been over three weeks and it hasn't been refunded. At this time I am seeking a full refund and you can come pick up the Patio and RTG furniture. The total amount I am now requesting is the full amount of $24,000 from the RTG and Patio furniture. Unfortunately this business has been taken over by thugs and dishonest folks. I don't want to drag your company to court, let's take care of the refund and getting your horrible furniture back to you. I don't want to talk with any manager at either store since this is clearly something that can't be handled properly. I'm giving you 7 business days to start this process of refunding and picking up your furniture, at that time I will be contacting a consumer attorney and we will start the process in court. I will be asking for not only the $24000 I paid in cash, but also seeking damages and attirney fees
  I want a refund at the time of pickup since you clearly can't give refunds in a timely manner.

  

  Business Response

  Date: 08/18/2022

  Business Response /* (1000, 5, 2022/08/02) */
  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To Go, please express our apologies for any issues encountered with their purchase. Our office has forwarded a copy of this claim to the corresponding Store Manager to investigate the matter further.
  
  We have reviewed the file and we are aware the refund check for the dining set was sent out yesterday 8/1. Our customer had also spoken with one of our Care Center Supervisors who confirmed this with her and also offered assistance should they have any other issues.
  
  A return would not be authorized for any allegations presented over personnel.
  
  Should our customer have any additional issues, they are welcome to contact Ms. K or our Care Center at X-XXX-XXX-XXXX.
  
  We thank our customer for their business and trust the issues have been addressed.
  
  Sincerely,
  
  
  Lourdes C.
  Presidential Assistant

• Initial Complaint

  Date:07/28/2022

  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 leather sofa from Rooms To Go and within a few months the leather became brittle, wrinkled and it shrunk in one area. Even though the warranty is in effect, they claim it's not covered by the manufacturer. I totally disagree and want Rooms to Go to abide by their warranty.
  

  

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 5, 2022/08/03) */
  Dear BBB,
  
  We are in receipt of this claim.
  
  Our office has reviewed the claim and pictures sent with our Service manager.
  
  We do not support that this is a vendor related issue. This would void the warranty on the sofa as its been altered.
  
  On behalf of Rooms To Go, we apologize for being unable to pursue any action on this claim for the reason explained.
  
  We trust this has been answered.
  
  Sincerely,
  
  
  Lourdes C.
  Presidential Assistant

• Initial Complaint

  Date:07/27/2022

  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 couch from Rooms to Go (RTG) on 01/2022 I already filed numerous complaints with rooms to go and the bbb about damages occurred by my dogs which I was told "real leather" was perfect for animals. Warranty didn't cover it because they don't cover any pet damages. I got nowhere with that claim and I am very upset because I spent over $3000.00 on furniture that is tearing up already. Now all the recliners have stopped working. They sent a tech out on 6/28/22 and he needed to order the parts. Well here it is now almost August and still nothing. So not only am I dealing with a damaged couch by false advertisement but I am dealing with a non working couch. I still have to pay monthly payments on my rooms to go card for furniture that can't even be used now and have to wait months for a part to get ordered and then received and once it's received I have to wait even longer for a tech to come out and fix the couch? Let's be a little fair here which I don't even want a refund anymore but I would at least like 50% taken off of what I paid for or a different set which is not a recliner or so called leather. This set has been giving me nothing but issues since I got it and it's only been 6 months.

  

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 7, 2022/08/10) */
  Dear BBB,
  
  Our office believes we have addressed the majority of the customer's complaint under case # XXXXXXXX. The position as outlined previously, remains unchanged. Also, please note the furniture was not delivered in this condition. The damages were caused in the home thereby voiding the validity of the warranties.
  
  With respect to the parts the technician recommended on the service dated 6.28.22, they were ordered from the manufacturer in order to finalize the courtesy repair. Parts in general take 90-120 days to fill from the vendor. However, our parts manager has advised due to supply chain delays, parts will not be available until November. They are checking other avenues so we may provide a definite response.
  
  Thank you,
  
  
  Nannette O.
  Presidential Assistant
  
  
  Consumer Response /* (3000, 10, 2022/08/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  So you expect for me to keep paying my rooms to go card payment every month when the couch is broke and parts will not get here until maybe November and it has been broke since the beginning of June? I just got it in January and all of this is happening and then you guys don't want to give the customer service that your customers deserve but yet you want your money right away!? I want to speak to the CEO because this isn't getting anywhere with you guys in corporate customer service. You also have way more bad reviews than good so that should tell you something about the company as a whole!!
  
  
  Business Response /* (4000, 12, 2022/08/24) */
  Dear BBB,
  
  Our office understands our customer's views. However, this is the Presidential office, and the Executive Board has reviewed our customer's case in its entirety. The decisions rendered have been expressed to your office. There is no other contact for the consumer.
  
  In regards to this matter, our company has abided by the terms outlined under the guidelines within the purchase contract the customer agreed to at the point of sale. We have been made aware the customer received the parts and a service was set up with them. As a 1-time gesture of good will, our office has authorized and generated an exchange for the LAF & RAF recliners for delivery on 8.31.22. The customer may choose the option they wish to go with and contact our customer care department if they wish to cancel the service or the exchange.
  
  Thank you,
  
  
  ******** O.
  Presidential Assistant

• Initial Complaint

  Date:07/27/2022

  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 purchased two manual leather recliners on October 3, 2021. By June of 2022 the back of one of the recliners broke and when reclined it goes to the floor. The other recliner is losing parts from underneath and I am finding them on the floor. I called customer service and had a technician come to inspect the chairs and he said the chairs couldn't be fixed. Customer service never contacted me, so I had to call customer service three times before anyone would give me a status on my service call and refund. I requested a full refund for the chairs and insurance I purchased. Customer service said they couldn't authorize that and I would have to see the manager at the store where I purchased the chairs. Manager said he would look into that and call me. However, I had to call him back to get a status. He said they would only let me swap out the chairs for other furniture for the amount I spent. I do not want any other furniture they have as it has proven to be cheaply made. I can almost understand one chair breaking, but both is just unacceptable. I am requesting a full refund of $1571.87.

  

  Business Response

  Date: 07/29/2022

  Business Response /* (1000, 5, 2022/07/29) */
  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To Go, please express our apologies for any problems with their recliners.
  
  We are aware our customer was offered a reselect towards other recliners of same value. Unfortunately, our customer has rejected the offer.
  
  In the best interest, we have authorized the store to generate a return on both recliners for a refund. The store will be contacting our customer to schedule the return.
  
  We trust they will allow us another opportunity in the future and consider the claim resolved.
  
  Thank you,
  
  
  Lourdes C.
  Presidential Assistant
  
  
  Consumer Response /* (2000, 7, 2022/07/29) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They offered to refund the chairs and insurance, but said I would have to pay the delivery charge. I did voice my displeasure about paying for the delivery charge. However, when I call Rooms to Go back to confirm the agreement, the customer service person stated that she was advised that the delivery charge would be refunded as well. I do appreciate the assistance of the BBB and Rooms to Go's quick response to the BBB.

• Initial Complaint

  Date:07/27/2022

  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.

  Hello! In early 2021, I first contacted Rooms To Go about replacing a cushion cover. My warranty didn't cover the damage, so I purchased a new cushion cover. I received the wrong part in December 2021 and I requested the right one be sent. I have been in contact with a customer service agent until just recently when I continued to try and follow-up with no response. This has been since December 2021. I'm aware if the part isn't in stock, it could take up to 90-120 days to receive. This is obviously more than past this date. At this point, I consider my money stolen, as I was never sent the original part I ordered.
  

  

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/08/05) */
  Dear BBB,
  
  This is in response to our customer's inquiry.
  
  On behalf of Rooms To Go, please express our apologies to our customer for any inconvenience experienced.
  
  Parts in general take up to 90-120 days when it is ordered from the manufacturer. Due to the global pandemic, please keep in mind all businesses including manufacturers affected either stopped or slowed production of product making this timeline much longer for most of our vendors. This is industry wide, not just with Rooms To Go.
  
  With respect to our customer's situation, we have researched the matter with our parts department in its entirety. They have been informed by the manufacturer they have not been able to get the supplies in a timely manner in order to manufacture the parts. Regrettably, we are not going to be able to get the parts anytime soon. In view of this, Rooms To Go is refunding the $55.00 paid for the part. Our accounting department has cut a check and sent it to the address listed here.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  Nannette O.
  Presidential Assistant