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

  
• 

  Rooms To Go

  11301 Carolina Place Pkwy Pineville, NC 28134-6323

  
• 

  Rooms to Go

  601 Market CT Myrtle Beach, SC 29577-9643

  

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:07/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order in the Augusta, GA Rooms to Go Showroom on 07/17/2022. I spent approximately $4700, $290 of that on shipping. I specifically picked furniture that the sales person told me would be delivered today, 07/26/2022. I only purchased the furniture because of that delivery date. The delivery was rescheduled to Thursday, 07/28/2022. I wished to cancel this order, especially after I was told that if it doesn't arrive Thursday, "I will have to just reschedule again". This business has almost $5000 of my money AND the items I purchased, with no guarantee of delivery, and are not allowing me to cancel the order. They directed me to call the showroom directly, which just routes your call to Rooms to Go customer service...the same people who told me to call the showroom.

  

  Business Response

  Date: 08/15/2022

  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 the issues with the delivery. Our office will be investigating further with the delivery manager.
  
  We are aware our customer received their delivery yesterday.
  
  As a good faith gesture, we are refunding $100 off their delivery fee. Please allow at least 21-30 business days for processing and two months 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:07/26/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 15th I scheduled for a technician to come and see how my sofa was separating at the seam and there was also a small round tear nearby. I was told these might be two separate claims, one under warranty and one under the insurance I had purchased. The technician came out, took pictures and said that he would submit a report to have the sofa fixed or replaced. I called to check the status on 7/25 and after many useless phone calls gave up. On 7/26 I spoke with a customer service representative at the corporate office. She checked the claim and said parts had been ordered and I should be receiving a call to schedule the repair. Later the same day I received a call from, Lizza in claims, she said my claim had been denied. I was very upset and told her that was absolutely unsatisfactory. She said she would check with her supervisor. She then left a message for me to call for results. She was not available when I called for results but was told by another representative m6 claim was denied. I can now try to make a claim through the insurance I purchased, I was told.

  

  Business Response

  Date: 08/12/2022

  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 researched further with our service department. Fortegra is covering the issues with the sleeper and parts have been ordered for repair of the sleeper.
  
  Once the parts arrive, our customer will be contacted to schedule the Shop Repair.
  
  We thank our customer for their business and trust this is being handled.
  
  Sincerely,
  
  
  Lourdes C.
  Presidential Assistant
  
  
  Consumer Response /* (2000, 7, 2022/08/09) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept the response from Rooms to Go and ask that they please let me know in what timeframe II will hear from the repair shop? Also, please let me know who And at what number can i reach out to find out the status of the order for the part, in case I do not hear from them in the allotted timeframe. Lastly, that I be given contact information for who I will reach out to in order to schedule the repair once I have been notified the part has arrived? Thank you.

• Initial Complaint

  Date:07/26/2022

  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.

  My granddaughter bought me a dining set as a gift, she opened an account and than paid it in full we have the receipt in hand than they billed her she called and they said they over charged her and sent her a $16.00 refund check. Now I am getting billed for a table that's already paid for that has went to collection. I need this taken care of as soon as possible.
  

  

  Business Response

  Date: 08/18/2022

  Business Response /* (1000, 5, 2022/07/29) */
  Dear BBB,
  
  We are in receipt of this complaint.
  
  With respect to our customer's situation, we have reviewed the account with our accounting office in its entirety. Our records reflect the dining set purchased on 9.06.21 was delivered to the customer's home on 1.25.22. Our company received a dispute of charges from Synchrony finance. A chargeback amount of $296.73 was taken by the finance company in the customer's favor. For this reason, the customer was sent to billing as the furniture in the home has not been paid for.
  
  Although we understand their concerns, we apologize our company would be unable to comply with their request due to the reasons explained above.
  
  Sincerely,
  
  
  Nannette O.
  Presidential Assistant

• Initial Complaint

  Date:07/26/2022

  Type:Customer Service 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 3 year Fortegra extended warranty from Rooms to go with the understanding that the furniture would be covered for broken parts, rips, etc. After a claim was denied for bogus reasons I reached out to RTG for assistance and a refund of the warranty, I have had no help. They canceled my warranty WITHOUT my request and still will not help me with my ripped couch cover. We have only had these couches for two years. Having a tear in the cover from regular use already is ridiculous. The warranty company is a complete rip off, there are many complaints on this site regarding my exact experience. I need a new coushion cover and will not pay for it considering my warranty should have done so.

  

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/07/28) */
  Dear BBB,
  
  We are in receipt of this complaint.
  
  Rooms To Go offers a 1-year warranty for manufacturer's defects as stated on the terms located on the back of their purchase receipt. It expired as of 7.01.21. Our customer purchased the extended service plan powered by Fortegra. Their guidelines are clearly outlined under the website referenced on said invoice.
  
  With respect to their situation, we have reviewed their account in its entirety. We have been made aware Fortegra denied the customer's claim as the issues are not covered under the terms of their contract. Given the length of time the furniture has been out of warranty without any record of any verbal or written communication regarding any issues, RTG would be unable to present any course of action. In view of this, our records reflect the customer was not satisfied with this decision and requested a refund of their plan monies. This option was considered and granted. Therefore, the remainder of the plan was canceled and the monies refunded back to their finance account. This cannot be reinstated.
  
  Although we sympathize with their concerns, we apologize for being unable to comply with their request due to the reasons explained above.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  Nannette O.
  Presidential Assistant

• Initial Complaint

  Date:07/25/2022

  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 furniture and an extended warranty through Rooms To Go 14 months ago. When purchasing the warranty, the sales associate explained that it covered just about everything including nicks, scratches and scuffed paint. In the last month, there was a large scratch on a media cabinet, so we made a claim with the warranty company (Fortegra) as instructed by Rooms To Go. A technician came to our home to see the scratch and told me that it would be covered and I would be sent a new cabinet and someone would be in touch to schedule delivery. 2 weeks went by with no update so I contacted Fortegra for an update. Fortegra informed me that our warranty does not cover scratches and we were misinformed by Rooms to Go and the technician. Upon calling back Rooms to Go and explaining the situation, they informed us that the technician should not have told us it would be fixed and someone should have called us. We were very misled by Rooms To Go, having been told that purchases this extra extended warranty would give us extended repair for manmade error, when in fact it only covers manufacturer errors. We were misled as customers, and the associate I spoke to from Fortegra said that they have misinformed Rooms to Go customers daily, as Rooms to Go sells this warranty with false information.

  

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/08/01) */
  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms to Go, please express our apologies for any issues with the furniture.
  
  Our office reached out to our customer via e-mail on 7/28. We have not received a response. We also tried to reach her via telephone this morning but the voice mail box was full.
  
  In order to investigate the issues further, please have our customer provide us their order number and the primary telephone number on the account. They may send this information to our e-mail at *******@roomstogo.com. If our customer would also be so kind, please provide us clear pictures of the complete view of the media cabinet showing frontal view top to bottom and both sides. Please have them send pictures in PDF Format.
  
  Once we receive all the information and review, we will follow-up with your office.
  
  Thank you,
  
  
  Lourdes C.
  Presidential Assistant
  
  
  Business Response /* (1000, 8, 2022/08/15) */
  Dear BBB,a
  
  We are following up on this claim.
  
  Our office has received a picture of our customer's console.
  
  Unfortunately, there are multiple scratches and dents on the unit. Fortegra will only cover a single incident. They are not accepting the claim because of this factor.
  
  In the best interest, Rooms To Go can request Fortegra to cancel the contract and issue full refund.
  
  Please let us know.
  
  We apologize for being unable to offer or pursue any other option.
  
  Sincerely,
  
  
  Lourdes C.
  Presidential Assistant

• Initial Complaint

  Date:07/25/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is part of the response from Fortegra. They answered my email the day before your customer service.
  Please direct your concerns for part orders with ROOMS-TO-GO service department. We can not replace anything unless the corporate office advises us that the parts are not available. Please follow up with them and if they need to send us something saying it needs to be replaced, we will proceed. XXX-XXX-XXXX.
  
  This claim was initiated the end of MARCH. It will be 4 months this week.
  The policy states 1." PARTS AND LABOR COVERAGE" 2."IF IT CAN'T BEREPAIRED, WE'LL REPLACE IT" 3".EASY IN-HOME SERVICE FOR MOST REPAIRS"...(QUICK AND EASY REPAIR.)
  
  I have contacted rooms to go Destin twice and was told the part was ordered. I believe they cannot get the part. I which case the entire sofa should be replaced as this insurance policy states.
  
  story keeps changing (1st story After further review of the account, we can confirm that the parts department has stated that the part is being shipped to you directly from the vendor. Once it has left the vendor, a tracking number will be placed on the account.) I was told this back in April when I called the Destin store to check. and again today this was the new story.
  
  ( 2nd story, After reviewing the account, we can confirm that a part order was put in, and once part is received from vendors, you will be receiving a call to scheduled a date for us to come pick your sofa up and do an shop repair.)
  
  My correspondence with them is as follows.;
  I have been told " the part has been ordered" since March. 4 months. It does not matter if the part is on order, if they cannot get the part. This could go on forever. I paid extra for the insurance which guaranteed
  " if it can't be repaired , we'll replace it."
  If the part is not available is not my problem. You have failed to honor this contract. I paid for insurance to take care of any defect or other failure.

  

  Business Response

  Date: 07/29/2022

  Business Response /* (1000, 5, 2022/07/28) */
  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To Go, please express our apologies for any issues with the furniture and delayed part order.
  
  Our office has reviewed their file. In the best interest to resolve, our customer has been authorized for a reselect towards another sofa of same value. If the price is greater, they would be responsible for any difference. This is contingent on our customer returning their current sofa at the same time the new selection is delivered. Please have them visit the office staff at their originating store to finalize.
  
  We thank our customer for their business and trust this has been resolved.
  
  Sincerely,
  
  
  Lourdes C.
  Presidential Assistant
  
  
  Consumer Response /* (2000, 7, 2022/07/29) */
  This response was taken verbally by BBB:
  
  I received the reselect offer from RTG and will be accepting. At this time I am satisfied with the offer.

• Initial Complaint

  Date:07/25/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased furniture from the Rooms to Go store in Webster,Texas. We waited several months for several pieces. We have had the couch replaced 3 times during this year due to imperfections and mechanical issues.
  We also have issues with the dining room chairs falling apart which we had them out already to fix. Recently the piping around the bottom cushion of the dining chair seems frayed and seems to be not sewn correctly or properly. We called two weeks prior and they never returned our call. We called again and now they said our warranty expired 4 days ago! I told the person we had called to file a claim 2 weeks prior but they said sorry hope you have a better day. Click....
  I would be happy to have them try to fix the chair or replace it with one that doesn't have an imperfection. Mind you it's only my husband and myself that live in this home so we hardly put any wear or tear on anything.

  

  Business Response

  Date: 07/27/2022

  Business Response /* (1000, 5, 2022/07/27) */
  Dear BBB,
  
  We are in receipt of this 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, we have reviewed the account in its entirety. Our records reflect the sofa was last replaced as a courtesy on 4.13.22 with no further issues reported to date. In regards to the dining table chairs, we do not show any other issues reported since service went out on 12.11.21.
  
  Rooms To Go offers a 1-year warranty against manufacturers defects as stated on the terms of sale located on their purchase receipt. The warranty for both orders have expired. This information has been provided to the customer. Nevertheless, our office will generate a service for the dining chair in order to evaluate the piece as a gesture of good will. The customer may call our customer care department at X-XXX-XXX-XXXX to schedule their appointment at their earliest convenience. This offer is valid until 8.15.22
  
  Thank you for your time.
  
  Sincerely,
  
  
  Nannette O.
  Presidential Assistant
  
  
  Consumer Response /* (3000, 7, 2022/08/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Well we called the service number and they will send a service technician to come out to
  look at the chair as a courtesy on 08/17/2022. In the meantime we were sent a bag of screws in the mail from rooms to go. Not quite sure what that means? We don't know if they are willing to repair the frayed chair or replace it. So until we find out the outcome on August 17th we won't close the case.
  
  
  Business Response /* (4000, 9, 2022/08/03) */
  Dear BBB,
  
  We are in receipt of the latest reply.
  
  Our office will notate the account accordingly regarding the scheduled service. As far as parts, our records do not show anything has been recently mailed to the customer from our parts office since November 2021. They may show it to the technician when they meet on August 18, 2022.
  
  Thank you,
  
  
  Nannette O.
  Presidential Assistant
  
  Consumer Response /* (3000, 16, 2022/08/26) */
  ***Document Attached***
  It says respond by 8/15 2022. We called the customer service number immediately and they said they would send a technician out to inspect it on 8/17 /2022. The technician called before the appointment and said he was an hour away and for us to send pictures of the chair instead , he said if it looks badly they will just replace the chair. We haven't heard any response since. So the tech never showed up, requested photos that were sent and so far nothing.
  
  
  Business Response /* (4000, 18, 2022/08/29) */
  Dear BBB,
  
  Our office has reviewed the account. We have been made aware the service department reviewed the documentation and authorized an exchange of the chair. It was scheduled with the customer for the swap to be done on 10.15.22.
  
  We trust this claim is settled.
  
  Thank you,
  
  
  Nannette O.
  Presidential Assistant
  
  
  Consumer Response /* (2000, 20, 2022/08/29) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:07/24/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased furniture from this store 2 weeks ago. Yet to to receive my furniture. Asked for a refund they've refused to refund me money. Numerous attempts to call no resolution.

  

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/07/27) */
  Dear BBB,
  
  We are in receipt of this claim to our office.
  
  Please express our apologies to our customer, on behalf of our company, for any inconvenience they may have experienced.
  
  With respect to their situation, we have reviewed the account in its entirety. Our records reflect the delivery of the sofa and loveseat was made; however, a leg on each piece was damaged. The loveseat was taken care of but the sofa was refused. Unfortunately, the customer requested the order be canceled due to the backorder of the pending piece. The return request was honored by our store and customer care department.
  
  Currently, our records show the customer has opted to keep the furniture and have the sofa delivered. It is scheduled for delivery on 7.30.22. A refund of their delivery charges was offered as an accommodation. It will be processed once the delivery has been completed.
  
  We trust this claim is settled.
  
  Thank you for your time.
  
  Sincerely,
  
  
  
  ******** O.
  Presidential Assistant

• Initial Complaint

  Date:07/23/2022

  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 make online payments on the 11th of every month. I made a pymt on June XX XXXX and Synchrony Bank a finance company for Rooms to go states the payment was made on Jun 12 at 4:54pm and assessed a $30.00 late fee. I did not receive any notice that a payment was received late as I would have contacted the ASAP. When I logged into my account to make my July 11 payment on July 11 I saw my CAD was for 140- when normally my payments are 109-. In good faith I paid 130- on 7/11 in order to file a dispute. Today I received a text stating I now owe 170 on Aug 11 . They rolled over the disputed late fee and in addition have now charged me an additional $40 late feewhich is due on my August bill. I called to get it resolved and requested them to waive these fees bc it was not my error and the Supervisor refused. There is nothing on the website nor did I receive any written notice, that my account was late nor of the late fee rolling and increasing. I have closed my account and plan on addressing the Military Family Service Center and MWR in my next counsel meeting. I will be advising of the unwillingness and the excessive nondisclosed rates being charged. I plan on lobby for restrictions for use of the financial instituion as we did with Title Loans to service members. I want the fee's reduced as my payment was made on time in July and I was filing a dispute. I took a screenshot of my payment and the supervisore refused to review it she said I had to get a statement from my bank. My bank shows the date Rooms to Go processed the payment not the date I made the payment.

  

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 10, 2022/07/28) */
  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To Go, please express our apologies for any inconvenience.
  
  Rooms To Go is a furniture retailer and Synchrony is a Finance Institution. We are two separate entities.
  Rooms To Go has no jurisdiction over Synchrony payments or fees.
  
  However, if our customer would like for us to investigate further, please have them send the last two finance statements Page 1 & Page 2 in PDF format. Once we receive, we will forward to our Finance Manager to investigate further.
  
  We are aware most Finance institutions state to make payments at least 3-4 days in advance in order for the payment to clear the bank.
  
  We thank our customer for their business and trust this is being handled.
  
  Sincerely,
  
  
  Lourdes C.
  Presidential Assistant

• Initial Complaint

  Date:07/23/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rooms to go came to replace furniture that was damaged on 7/23/2022. One deliverer was very rude to me throughout the duration of the appt. I rejected several pieces of furniture because they were damaged, and he indicated this in his report and took photos. I also have photos. Throughout the appointment he would call me an idiot in spanish. The one other guy went upstairs and I told them I did not want him up there without me because I have an eldery cat that is not friendly. The rude one said he will go upstairs to do the work and told him to go upstairs. I said no he is not going upstairs without me. He would say he is and tell him to go upstairs and I said no you cannot tell me what to do in my house. While the other one was upstairs he started to disassemble my bed and I told him to stop. I said if you will not wait for me dont disassemble my bed. He puts my bed back. When they finished and left my house, I went upstairs and noticed my bed was loose. They were still outside so I went to ask that they fix my bed. The rude one was on the phone (speaker was on) and he was talking to his manager who was telling him to change the report which I signed. He had a report of all the things that were damaged indicating they were damaged and the photos he took. His manager was telling him to change the report that the items were not damaged and it is because I did not like them. When I heard this, I said that is not true. The items are damaged and that is what i signed. I did not sign that i rejected them because I did not like them. You cannot change a form after I signed it and that is fraud. He called his boss back and his boss informed did not want to talk to me. I asked the rude deliverer to submit the form in front of me and he did. He called me puta in spanish. I have video evidence (cannot upload because too large). There is more to this to this story but running out of space to type.

  

  Business Response

  Date: 08/10/2022

  Business Response /* (1000, 5, 2022/07/28) */
  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 and delivery.
  
  Our office will be investigating the allegations brought forth against the drivers with the delivery manager and steps will be taken if necessary.
  
  We are aware our customer has had an exchange. They are also currently scheduled for service on 7/30 to view and resolve the other issues with the furniture.
  
  We thank our customer for their business and trust this is being handled.
  
  Sincerely,
  
  
  Lourdes C.
  Presidential Assistant
  
  
  Consumer Response /* (3000, 7, 2022/08/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  A complete exchange was not made. As I mentioned many of the items were damaged which the driver agreed, documented and took photos of in his report. A service appt did take place on 7/30 and the tech named Samuel H. was very professional, courteous, kind and helpful. He was able to assist with many items however the dining room buffet is severely damaged and will need to be replaced. Please ensure the same driver + helpers from this incident are not the same people who will replace this buffet + the other buffet from the other set which is set to be replaced on Sept 29th. They are not welcomed in my home after emotionally abusing me and embarrassing me in front of my neighbors. I would really appreciate if other staff were sent because I am truly upset of being treated how I was by them. Lastly, I would like for another service appt to be set up with Mr. Samuel H.. He missed repairing my kitchen chairs and kitchen table. It is not his fault as I should have been specific, and I left him alone to do his work. He was by far the best R2G staff I have encountered, and I hope you will acknowledge this review of him.
  
  
  Business Response /* (4000, 9, 2022/08/03) */
  Dear BBB,
  
  We have received this latest response.
  
  We have reached out to our customer. We will be doing a second service and have also set up an exchange on buffet and credenza for our customer. We will also reach out to delivery manager about a different set of drivers.
  
  We trust this is being handled.
  
  Thank you,
  
  
  Lourdes C.
  Presidential Assistant