Complaints
This profile includes complaints for Rooms To Go's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,689 total complaints in the last 3 years.
- 423 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/19/2022
Type: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 have bough furniture from Rooms To Go in Naples FL in November 2021. The furniture wasn't cheap and it was delivered very late and damaged. After months of waiting for replacement they keep telling me that the don't have it and they will get it but every moth i just keeps pushing back. They are unable to deliver my order. they offered me $150 to keep it after i spend almost $9000. Every time i call they are not heling and having me wait and wait and i had to GLUE my original order and use Brackets from home depot to make it stay together. I am not getting anywhere at all. I would like to return damaged items and get money back for them. They said that once its delivered it cant be returned. You cant deliver garbage and charge that much money and tell people ill give you $150 back...
Business Response
Date: 08/04/2022
Business Response /* (1000, 5, 2022/07/22) */
Dear BBB,
We are in receipt of this claim.
On behalf of Rooms To Go, please express our apologies for any issues with their furniture.
Our customer purchased in Naples, Florida where the product was available. However, the furniture was delivered in North Carolina. Unfortunately, the furniture selected is discontinued and not available in North Carolina to take care of any problems with said furniture.
We are aware our customer has been offered a full reselect towards another bedroom set of same value in the North Carolina region.
We can also offer the following two options if our customer will consider.
#1) A $240 discount to keep the bed, chest and 1 dresser "as is" and thereby voiding the remainder of the warranty period.
or
#2) A $565 discount to keep bed, chest, 2 dressers and 3 night stands "as is" and thereby voiding the remainder of the warranty period.
Please let us know.
We thank our customer for their business and trust this is being handled.
Sincerely,
Lourdes C.
Presidential Assistant
Consumer Response /* (3000, 7, 2022/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am trying to be reasonable, but unfortunately the fact that I have spend almost $9000 with Rooms to Go and now Im getting offer or less than 10% that's just insulting! I have waited Months and months and all i got is damaged good that are glued together because they would stand other wise. Its just insane to have to be in this situation... how can you deliver something like that? how can you do business like that? I would consider repick but there is nothing in the showrooms that would work with our decor. I will talk this over with my wife and get back to you but this is just unreal. No money or furniture will make up for this most horrific experience ! I work in sales/customer service and I would nevr allow for something like this to happen. If its companies fault it is what it is and good business and customer service takes care of customers. Policy that honors NOTHING and declines everything after deliver is just hmmmm lack of words truly!
Thank you BBB for help and i will get back to you Asap...
Thank you
Business Response /* (4000, 9, 2022/07/27) */
Dear BBB,
We have received the latest response.
Once again, we regret this situation. The discount is being taken off the bedroom set only, not any other furniture our customer may have purchased.
Please keep in mind, our customer was also offered reselect to a set of equal value to resolve the issues.
We will await their decision.
Thank you,
Lourdes C.
Presidential AssistantInitial Complaint
Date:07/19/2022
Type: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.
Our purchase date was 02/15/2021 , however the delivery date was much later. We purchased
a dual power sofa, loveseat, and recliner along with the Guardian Protection Plan. In total we spent over $5000. For months we have tried to file and resolve 2 claims. We have chosen the call back option many times, stayed on hold 1 hour and 24 min(I have pics),and completed the online claim. After all of the back and forth today we received notice of denied claims. The loveseat's claim was denied even though I spoke with a Rooms To Go representative and stated the seat was not sitting properly, perhaps the frame isn't right. I am not a furniture repair person so I do not know exactly what the problem is but what I do know is the protection plan clearly states FRAME COMPONENTS- breakage,warping,cracking. The loveseat needs to be repaired. Guardian looks for an out in order to not fulfill the claim.Business Response
Date: 08/29/2022
Business Response /* (1000, 5, 2022/07/25) */
Dear BBB,
We are in receipt of this claim.
On behalf of Rooms To Go, please express our apologies for any issues with their loveseat.
Our office has reached out to our customer via their e-mail to acquire their order number and the primary telephone number in order to review this further.
We thank our customer for their business and prompt response.
Sincerely,
Lourdes C.
Presidential Assistant
Business Response /* (1000, 8, 2022/07/29) */
Dear BBB,
We are following up on this customer.
We are aware they have acquired an authorization from the Extended Warranty.
Our customer is waiting for the service company to contact them to schedule the service.
Once this takes place, we will be able to provide the outcome with the furniture.
Thank you for your patience.
Sincerely,
Lourdes C.
Presidential Assistant
Business Response /* (1000, 11, 2022/08/11) */
Dear BBB,
We have reviewed the account further.
Per Guardian, there is no technician for this area. This is an unserviceable area.
Our customer will be refunded their Guardian monies in full.
We apologize for being unable to assist further.
Thank you,
Lourdes C.
Presidential Assistant
Consumer Response /* (3000, 13, 2022/08/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As of today,August 23, we have Not received the refund for the warranty. Please don't cancel the case until until resolved.
Business Response /* (4000, 15, 2022/08/25) */
Dear BBB,
Our customer should see the credit on their Synchrony account within the next couple of days.
If it has not posted by 8/31/22, please let us know.
We trust this has been answered.
Thank you,
Lourdes C.
Presidential AssistantInitial Complaint
Date:07/18/2022
Type: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 bought a Matrress QN LX-CLASS MD TT BLACK SKU No XXXXXXP $ 2.799.00 and adjustable base 07/02/2022. 5.54 PM Order#XXXXXXXX Sale person name Robert P.(XXXXXX) and Recliner Light gray Fortegra which was part of living room set and for some reason it was apart of the provable of incomplete set and he sold it to us for $1.349.99 SKU No XXXXXXXX. Total Sale was $4,730.45. Beside the Delivery was done by a Company that is not working for Room to go they are independent and did the delivery at 11 Pm and we waiting all day to arrive this is Ridicules, absurd. Plus when we called the Sale person it was upset because we called him and we have to give the delivery guys $190 dollars. And eventhoug no follow up from the sales person now Thea Adjustable Base is no well setup. It is very sad and angry you spending all that money and you are no happy and sleeping well I hope you can help us as soon is possible thanksBusiness Response
Date: 07/28/2022
Business Response /* (1000, 5, 2022/07/26) */
Dear BBB,
We are in receipt of this claim.
On behalf of Rooms To Go, please express our apologies for any problems with their bed.
We reached out to the corresponding store. We are aware they have communicated with our customer and the base is being returned and they will be sending a foundation to use in its place. The store will be contacting our customer to schedule.
We thank our customer for their business and trust this has been resolved.
Sincerely,
Lourdes C.
Presidential Assistant
Consumer Response /* (2000, 7, 2022/07/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Eventhough The Representative from wesley chapel Store called us and she stated tha will call us and make appt to do the change. Hopefully they comply to resolve this matter asap I will appreciate thanksInitial Complaint
Date:07/18/2022
Type: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 the 2nd of June; I purchased a breakfast room table with chairs for my home. I was informed that the Table would be delivered in the 19th of June and the chairs would be delivered on the 19th of June.
1: on the 19th of June; a dining room table was delivered to our home. not the breakfast table that we requested.
2: on the 19th of June I contacted Rooms to Go to Please pick up the wrong table, so I would not be responsible for charges or damage to the table rooms to Go agreed to pick the table up.
3: On 22June @ 0740 AM. the wrong table was picked up by Rooms To GO.
4: Today on the 18th of July I received a bill from syncronicity, finance company $550.36 requesting payment for the WRONG TABLE delivered to my home.
5: Sincronicity finance, indicated that payment on products received were due within 30 days of delivery of product;
6: WE explained to syncronicity, that the 1st table was returned to Rooms to go on the 22nd of June, never the less the finance company indicated payments were due and late fees would be charged for any delays in payment regardless of having received any product, and complaints should be addressed to Room To Go.
7: Rooms To Go customer service, said the even if the wrong products were received and returned. payments due would start on that date OF INCORRECT PRODUCT DELIVERY; and payments received would be applied to the correct product, even if the customer has not received or had the use of; a rooms to go product.
8: payments due with late fees and additional charges were not dependent on having received any product or services from Rooms to Go.Business Response
Date: 08/05/2022
Business Response /* (1000, 5, 2022/07/20) */
Dear BBB,
We are in receipt of this claim to our office.
On behalf of Rooms To Go, please express our apologies for any inconvenience.
Before providing a decision, please have our customer provide their last statement showing Page 1 & Page 2 of their statement. Please have them send in PDF Format.
Once we receive this, we will have our Finance department research this further.
We thank our customer for their business and assistance.
Sincerely,
Lourdes C.
Presidential AssistantInitial Complaint
Date:07/18/2022
Type: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 3024.21 dollars worth of new furniture from rooms to go. Very poor quality! The accent chair started coming apart at the seems, the couch cushions weren't even and did not fit correctly, and the couch literally came apart at the wood inside! I called rooms to go days after to tell them I wanted a refund and they refused. They said they would send someone to look at it. When they did someone came and wanted to use a staple gun to fix it! This is ridiculous! This is brand new never even sat on furniture. We are a middle aged couple no kids and this furniture is falling apart from being sat on days after receiving it. We have been loyal rooms to go buyers in the past with no issues, and this was shocking and unacceptable. We want a full refund and this furniture taken back.Business Response
Date: 08/03/2022
Business Response /* (1000, 5, 2022/07/20) */
Dear BBB,
We are in receipt of this claim.
On behalf of Rooms To Go, please express our apologies for any dissatisfaction with the furniture.
Our customer was offered another option, but it was rejected.
In the best interest, a return was authorized for a full refund. The furniture will be picked up on 7/29/22. Our customer is aware of the return date.
We trust our customer will visit us again in the future and consider this matter resolved.
Thank you,
******* C.
Presidential AssistantInitial Complaint
Date:07/18/2022
Type: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 still having an issue with a purchase I made in 2020. It has been delivered 4 times now and there has been something wrong with the furniture and/or delivery experience every time. The furniture was first delivered in 2020 but the delivery guys dropped and damaged the headboard. There was something wrong with the furniture again and again. Rooms to Go said they would have to wait for another vendor who makes the furniture to be available. Then it was, that was this last furniture set. It took a really long time to be delivered; confusion and delays on both of our ends. Honestly, I was really hesitant to have them come in our home again because every time they have, the delivery guys have damaged my home and/or the furniture. I had the furniture finally delivered yesterday. The 3 delivery guys were so rude. They were ****** that they had to remove furniture as they thought it was just a delivery. They questioned me multiple times as to why I was exchanging the furniture. I told them why. I said Rooms to Go said this furniture should be better; the doors should remain closed and better than the last couple sets. He said it won't, they just tell you whatever. They scraped walls, damaged my front door, left black marks on the furniture and the bedroom door. They tried to drag the furniture on my hardwood floors until I told them absolutely not. They dragged the old furniture down my carpet staircase instead of carrying it. The guys didn't even put on of the slats on the bed in right; upside down and only one screw. They didn't put the bookcase door on right so it fell out and I had to switch them since they were flipped. There is also a chunk of the dresser missing. It has been an absolute nightmare. I hate the idea of them coming in my home again because I cannot babysit them every second that they are in and out the house and I don't want them to damage my home or the furniture. I also don't want to receive more crappy furniture that is already messed up.Business Response
Date: 08/03/2022
Business Response /* (1000, 5, 2022/07/20) */
Dear BBB,
We are in receipt of this claim.
On behalf of Rooms To Go, please express our apologies for any issues with their bedroom set.
Our office has reviewed their file. We have provided our customer with various exchanges. Regretfully, the issues have not been resolved. Our customer has also been awarded accommodation.
We have discussed this matter further with the store.
Our customer is currently scheduled for one more exchange on 7/26/22. Should the exchange not provide a resolution for whatever reason, as last recourse, we will authorize a return of the complete bedroom set for a refund.
We would be unable to contemplate any further exchanges.
We thank our customer for their business and trust this has been answered.
Sincerely,
Lourdes C.
Presidential Assistant
WeInitial Complaint
Date:07/18/2022
Type: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 4/23/22 I placed and order with both Rooms to go and Rooms to go kids. At the time of order, we made it very clear, we wanted all of the furniture delivered on the same day, as we would like to have one invoice. Due to back orders, we were scheduled for a delivery of all of our furniture from both orders, on 7/9. 7/8 we noticed the delivery text only contained the RTG Kids items-upon calling I was informed that the RTG order was pushed back to 8/16 with no notice given to us, at this point, I asked all items be moved to 8/16, as we wanted one invoice. After speaking together, we decided we would deal with 2 invoices, I called back and let the representative know and was informed that the 7/9 delivery slot had been given to another client and we would be scheduled for 7/15. Hours later, we received a notification of our delivery on 7/12. When I called again to confirm the delivery date, since I was told 7/15 and the text said 7/12, I was told we were in fact back on the schedule for 7/9 however, 1 nightstand from the order would be delayed until 7/15. I explained the entire situation and was assured multiple times, my RTG kids order would be 7/9. The morning of 7/9, I gave away my childrens bedroom sets, as we were expecting their new sets. The delivery spot passed and when I called again, I was informed we were not on the schedule for 7/9 but instead it was now in the system but the employee was unable to verify if it would be 7/12 or 7/13 and I would need to call back on 7/11 to ask. Dispatch confirmed the order was on the truck and they refused to add our stop back on. When I called 7/11, I was informed that the RTG kids order was not on the schedule at all, as it was not released from the previous date of 7/9. At this point, I have no idea when my order is coming, my children do not have bedroom furniture and I have requested a call from a manager on 3 separate occasions and I have yet to hear from any manager or supervisor.Business Response
Date: 08/09/2022
Business Response /* (1000, 5, 2022/07/21) */
Dear BBB,
We are in receipt of this claim.
On behalf of Rooms To Go, please express our apologies for the issues with delivery and extended back orders.
Our office reached out to our customer as we had received a small shipment. We were able to schedule both the remaining orders for Saturday, 7/30/22.
Once our customer receives all the furniture and they are satisfied, we will offer an accommodation. If any has been offered, our office will override any previous offers.
We thank our customer for their business and trust this is being handled.
Sincerely,
Lourdes C.
Presidential Assistant
Consumer Response /* (3000, 7, 2022/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Due to the fact that they will not speak about removing delivery fees until after the furniture is delivered on 7/30/22. If they choose not to remove the delivery fees, I would not consider the situation resolved.
Business Response /* (4000, 9, 2022/07/27) */
Dear BBB,
We have received the latest response.
Once everything is delivered and set up, we will refund the highest delivery fee.
We would not refund both as furniture is being delivered.
Thank you,
Lourdes C.
Presidential Assistant
Consumer Response /* (3000, 11, 2022/08/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The furniture has been delivered and we are satisfied with the product. However, I do not find refunding only one delivery fee to be acceptable. Among all of the misinformation I was provided, unacceptable customer service, and wasted time - I would like to again point out that due to your employee very clearly stating we would indeed receive our children's furniture on 7/9, I got rid of their furniture in order to have room for the delivery. My children have quite literally been on pallets or the couch with NO BED since 7/9, for 3 WEEKS, due to the continuous lack of accurate communication from Rooms To Go.
Business Response /* (4000, 13, 2022/08/03) */
Dear BBB,
We have received the latest response.
Any accommodation provided is done as a good will gesture.
We have refunded the delivery fee that pertained to the bedroom set which was the larger delivery fee.
Please allow at least 21-30 business days for processing and at least two months to post on their Synchrony statement.
We apologize for being unable to comply with additional gratification.
Thank you for your understanding.
Sincerely,
Lourdes C.
Presidential AssistantInitial Complaint
Date:07/16/2022
Type: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 the Laney Park light grey sectional less than two years ago (August 2020) from the Wesley Chapel location. Shortly after said purchase, my Daughter and I noticed that the connector underneath the sectional was broken so it kept separating (safety hazard). We also saw a lot of pilling which would be common if it was being used a lot and it's not. I contacted customer service and I was told that Fortegra can send a technician out to repair the broken connector but they do not cover pilling as a part of their warranty. Someone came out in December of 2021 to repair the sectional and the tech also noticed the large amount of pilling and told me that it is in fact not covered.
The connector broke again in April of this year and they sent another technician out who advised me that he has noticed this issue with other customers who have the Laney Park sectional and he would submit pictures and someone would be reaching out to me with next steps. A customer service rep contacted me and told me that the only option they had for me was to send someone else out to fix the connector and that they would mail the part to me. It was repaired for the second time in May 2022.
I contacted customer service on July 10th to explain how disappointed I am with the company because this was not my first purchase from them and the way they handled this has been ridiculous. Someone responded to my email and told me that since it's been more than a year since I purchased the sectional, the only thing they can do is to order me some more parts! Today, I noticed that the connector is broken again on another section of the sectional so now I have to call again to report the same issue just to receive the same response. This sectional should be pulled off of the floor or it should have a disclaimer.
I should have done my research prior to purchasing this piece of furniture because now I see that others have
complained about the pilling with minor usage and how it breaks.Business Response
Date: 08/18/2022
Business Response /* (1000, 5, 2022/07/19) */
Dear BBB,
We are in receipt of this claim.
We apologize for any problems with their sectional.
Please have our customer send us clear pictures of the complete frontal (top to bottoms) of each of the 4 pieces. The view must show the complete unit from top to bottom. Please have them send in PDF Format.
Once we receive and review, we will follow-up with your office.
Thank you,
Lourdes C.
Presidential Assistant
Consumer Response /* (3000, 7, 2022/07/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unable to answer this question until the pictures are reviewed for the case. The last technician that came out took pictures as well.
Business Response /* (4000, 9, 2022/08/01) */
Dear BBB,
We have received our customer's pictures and reviewed with the extended warranty department.
Unfortunately, the issues are not being covered under the contract.
In the interest to provide an option, we can cancel the extended contract and provide a prorated refund.
We apologize for being not pursuing action on the furniture due to the reason explained.
Thank you,
Lourdes C.
Presidential Assistant
Consumer Response /* (3000, 11, 2022/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This solution is terrible. If I cancel the extended contract, I will have to find someone to fix the brackets every time they break. I will keep what I paid for and deal with it.
Customers should be made aware of the bracket issue and that the extended warranty doesn't cover the pilling which is a major with this sectional.Initial Complaint
Date:07/15/2022
Type: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 a living room set for $2,991.51 Jan 21. The love seat rocker recliner stopped rocking soon after we got it. We called rooms to go for warranty service. They came out and said it was a common problem and they would order the part and ship to us, then come back and install. He also said to be patient with the length of time it might take to receive parts. We waited patiently and called July 22. We were informed by rooms to go that our furniture was no longer under warranty and we would have to purchase the parts if we didn't have an extended warranty. I explained what the service man said when he came out but they did not believe me. They said the service man put on the paperwork that he repair the sofa and left. I wanted to speak to the manager to file a complaint, the manager said she would on my behalf but she would not send me a form to complain or give me a copy of her complaint she would file on my behalf. I asked what would happen if I didn't have the extended warranty and the service mam lied on the paperwork, what would rooms to go do to fix my sofa and satisfy me as a customer. She said they would do nothing but offer me a chance to purchase the parts out of pocket. I asked to speak with her manager and she refused. She said that my call and situation would not be escalated any further than her. So I will call my extended warranty company and deal with them, but Rooms To Go should not be allowed to falsify warranty documentation and not have to honor their end of the transaction. Rooms to Go should not be allowed to get away with this behavior and not allow me to escalate it further.Business Response
Date: 08/01/2022
Business Response /* (1000, 5, 2022/07/20) */
Dear BBB,
We are in receipt of this claim.
On behalf of Rooms To Go, please express our apologies for any problems with the furniture.
Our office has reached out to our customer via e-mail so that we can schedule a service to evaluate or repair the unit.
Please have our customer call in to our Care Center at X-XXX-XXX-XXXX and schedule the service.
We trust this is being handled.
Sincerely,
Lourdes C.
Presidential Assistant
Business Response /* (4000, 8, 2022/07/26) */
Dear BBB,
We are aware a part has been sent to the customer today so that the unit can be repaired.
Once our customer receives the part, please have them call in and schedule service to install at 1-************.
Thank you,
Lourdes C.
Presidential Assistant
Consumer Response /* (2000, 10, 2022/07/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The parts have been shipped to my house today 7/28. I will call them tomorrow and setup a service appointment so that they can complete the job. The job is on going currently and I hope it will be completed soon and the love seat will be functional.Initial Complaint
Date:07/15/2022
Type: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 sofa chair & ottoman with an extended protection warranty.
Furniture is in a home with only 2 adults who live in the home 7 months out of the year.
Noticed stuffing/padding/cushioning on the inside/vertical section of the armrest of both the sofa & chair were slipping/falling downward. Contacted warranty and they do not cover stuffing/padding 'flattening'; Tried to explain it is not a 'wear use flattening' issue; it is a slipping/falling/maybe detached issue - to which they indicated once you said 'stuffing/padding we automatically deny your coverage' It took 3 months of calling and trying to explain the issue and I got no where. Then contacted Rooms To Go; was told 'too late, 1 year has passed, we cover nothing' Tried to explain it is a defect type of issue, not a simple 'the furniture is older and used' issuestill nothing. After complaint put on RTG site, received email requesting to send photos for management review team to look over. Sent photos and email went unanswered/unacknowledged for weeks. Kept resending photos with no response from RTG. Then months later get an email stating: "management review team sent you their response." Kept emailing to let them know No email from management review team had been received. Put another complaint on RTG site; received basic response stating RTG did not feel it was their responsibility to correct the issue due to it being passed * year. I informed RTG it was passed the 1 year mark due to all the back and fourth and ignored emails/phone calls, etc. between myself and warranty as well as myself and RTG-which again went ignored for weeks; then I was sent the exact same email claiming RTG did not feel responsible. I basically did not get any resolution and the issue is Not wear & tear; it is clearly a defect. 1 RTG employee stated "you are SOL, (RTG) doesn't care if you are unhappy, already got your money, you can post your complaint ANYWHERE you want, they don't care and you are wasting your time."Business Response
Date: 08/11/2022
Business Response /* (1000, 5, 2022/07/26) */
Dear BBB,
We are in receipt of this claim.
Rooms To Go provides a 1-year manufacturer's warranty on all its products.
Our office has reviewed our customer's file. The 1-year warranty expired in 12/21. Rooms To Go would not be pursuing any action this claim.
Our customer has Fortegra but they are not accepting the claim as the issues are not covered under their contract.
On behalf of Rooms To Go, we apologize for being unable to accept the claim.
Thank you,
Lourdes C.
Presidential Assistant
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