Complaints

This profile includes complaints for Rooms To Go's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Rooms To Go

  11540 E US Highway 92 Seffner, FL 33584-7346

  
• 

  Rooms To Go

  5170 S Tamiami Trl Sarasota, FL 34231-4258

  
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  Rooms To Go

  9500 Scenic Dr Port Richey, FL 34668-4653

  
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  Rooms To Go

  1400 44th Ave W Bradenton, FL 34207-1319

  
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  Rooms To Go

  25550 US Highway 19 N Clearwater, FL 33763-2166

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/11/2022

  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've been trying for 3 MONTHS now to get repairs done on a couch that was bought BRAND NEW back in 12/21. A few months in, 3/22, the couch already broke. I called in asking them what can they do about this factory defect. Their solution was to send a "repair technician" out to look at the couch but not make any repairs. When the couch was examined by Mitch the "repair tech" he stated, THERE ARE INDEED FACTORY DEFECTS IN THE COUCH. He also stated and I quote, "I see alot of issues with these Rooms To Go couches. But with these cheap couches you just get what you pay for". I didn't realize that spending $1000 on something was considered cheap. This DOES NOT excuse the fact that the couch started having issues after only 3 months. The "repair tech" said a part will need to be ordered and will come back. Two weeks go by after he left and I never hear anything. Since then, I have been caught in an infinite back and forth with their customer service team about getting this part ordered. They said a part was ordered and it was scheduled for delivery. I waited all day at home for the delivery driver to show up yet they never arrived. I called in to see why he didn't show and no answers, just that the part that was supposedly NOT ORDERED has now been canceled, and they can't give me any answers as to why. It is now 7/22. Every time I talk to a customer service rep they give me the same run around scheme about repairs and say they will follow up yet I never hear anything.
  
  This company is inhumane to their customers by making them deal with this endless run around and lack of customer care. THEY DON'T HONOR THEIR WARRANTY!
  
  I'm seeking a full refund on the couch since the company is not honoring their warranty repairs.
  

  

  Business Response

  Date: 08/18/2022

  Business Response /* (1000, 7, 2022/08/01) */
  Dear BBB,
  
  This is in response to our customer's claim.
  
  Please express our apologies to our customer for any inconvenience or misunderstandings experienced.
  
  Our records reflect our online complaint office has been in communication with the customer directly to discuss and address their concerns. As part of the terms of the 1-year warranty RTG offers, we repair or replace at our option under the guidelines outlined on our contract. Because the parts were taking longer to fulfill from the manufacturer, an exchange was generated to swap out the one in the home. It was scheduled with he customer for delivery to be completed on 8.02.22.
  
  Thank you for your time.
  
  Sincerely,
  
  
  Nannette O.
  Presidential Assistant

• Initial Complaint

  Date:07/11/2022

  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 Mountain bluff ii TV stand from this showroom.
  Everything started with false and lies. I selected this TV stand from rooms to go website and called Lakeland showroom if it is available. Donna from Sales picked my phone and lied (first lie) it is available in showroom for display. I immediately visited showroom but found out same model is available in 64 inch not actual piece of 88 inch. Then again Donna showed me similar piece of furniture which has got some worn out features however it was conveyed the Tv stand i am interested in purchasing doesn't have that much worn out (second lie). i then basis assurances purchased it and got delivery. After opening the box, it was just a a junkyard quality garbage TV stand which has the worst possible wear and tear, thousands of holes in wood, wood is not consistent in opposite corners etc. I have attached the pictures of 1200 USD junk. Some guest visited my house and were asking me i should not purchased this piece even if it is priced at 100 dollars. they were asking me i should return it to seller from whom i purchased this second hand. when i told them, this is new from rooms to go showroom, the reaction was how can you be so dumb to buy this garbage. I hope rooms to go customer service should reach out to me and provide refund or at least partial refund.

  

  Business Response

  Date: 07/29/2022

  Business Response /* (1000, 5, 2022/07/13) */
  Dear BBB,
  
  We are in receipt of our customer's claim.
  
  Please express our apologies, for any misunderstanding our customer may have had regarding their purchase.
  
  Regrettably, we do not know what the customer was told about the showroom display inventory. Like most retailers, we are unable to display every size or model we carry at each store location due to limited space.
  
  The customer received the furniture they paid and signed for. Please note our website provides a detailed description of the console unit. The product information is also available on placards at our showroom locations for our customers to review at their convenience. This piece is advertised as having antique white finish hand applied and distressed. This is the nature of this piece. Not every unit is going to look exactly alike.
  
  Our records reflect the store of purchase has been in communication with the customer. The customer explained that they have repainted the unit. As part of terms of the 1-year warranty, this action has made the terms null and void as the product cannot be altered in any way for the warranty to be valid.
  
  Although we value their business, we would not be able to comply with their request due to the reasons explained above.
  
  Thank you for your time.
  
  Sincerely,
  
  Nannette O.
  Presidential Assistant
  
  
  Consumer Response /* (3000, 7, 2022/07/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Dear BBB
  
  I am doing rooms to go a favour by keeping this defective TV stand because in retail market, it will not even sell for 100 $.
  
  Please see the store's showroom sales cancellations/refund/return policy specifically written on their website. It's enough to mislead anyone thinking post delivery of furniture from showroom sales, they do not have option for refund/return:
  
  ONLINE SALES
  1. CANCELLATION POLICY: Online sales may be cancelled only up until Merchandise is loaded on the truck for delivery, generally three days prior to the delivery date. Express/Next Day Delivery orders are not eligible for cancellation. Once merchandise is loaded, the order cannot be cancelled and will be treated as a return. Refunds may take up to 10 business days to process.
  2. RETURN POLICY: Returns of items purchased online are permitted within 48 hours of delivery if the merchandise was not as expected. Refunds will be made for the purchase price of the merchandise plus tax, but not the delivery charge. In addition, returns may incur a fee equal to the original delivery charge. You may incur a pickup, redelivery, restocking or other fee for certain returns and exchanges including Doorway Delivery, mattresses and box springs. To initiate a return, please contact Internet Sales Support at X-XXX-XXX-XXXX, and they will provide instructions for returning your merchandise. Please include your original sales order number when contacting Internet Sales Support. You are responsible for returning the merchandise in the condition in which it was delivered. Items delivered via UPS must be returned via UPS at the customer's expense. Once the merchandise has been returned to us, refunds may take up to 10 business days to process. If you purchase items using BitPay, any permissible refund will be made by Rooms To Go by check payable in U.S. dollars in the amount set forth in the sales order, subject to the delivery charges noted in this section.
  
  SHOWROOM SALES
  For purchases made in a Rooms To Go showroom, no refunds are available and sales cannot be cancelled after merchandise has been delivered. Express/Next Day Delivery orders are not eligible for refund or cancellation. A total refund is available only if there has been no delivery and you cancel the sale within 48 hours of the date of purchase. If you do not cancel the sale within 48 hours, but cancel prior to delivery, only 80% of the purchase price will be refunded.
  
  
  I thought since I purchased in rooms to go showroom, so no refund option is available for me, that's why I took decision to repair and repaint the cabinet since few of my guest were visiting that day. Also for returning items, you have to take the pain/expense of redelivery and restocking charges which is mentioned in their policy.
  
  Also as per rooms to go response, pls ask the definition of distressed or worn out piece. It is supposed to have worn out hand painted color, not wood misalignment, holes everywhere, wood chipped off etc. if that is true in whole world, then every junk will be sold at premium in showrooms. Does that meant that they can sell junk in the name of distressed/ worn out piece. I have attached few pictures of inside part of TV stand which I didn't repaired. Pls see here holes, crevices, distorted paint etc. Can they say that this is also part of their distressed/worn out design.
  
  The piece which was shown to me in showroom was very different (in terms of distressed/worn out style) and I was given assurance by their sales that my piece will have very less worn out color than that showroom piece.
  
  This is not fair business done by big organizations like rooms to go and it is not true customer service. I have purchased furniture from many places in past and have issues and sorted it out, but the amount of issues in the delivered furniture piece from rooms to go was beyond my limit. In the haste of making sales in showroom, the sales pitch was misrepresented and distorted from facts which has caused me to file complaint.
  
  Pls note the showroom is offering me $ 85 as discount which is not making sense to me considering even repair and repaint costed me $ 125. My request is for a larger refund ( more than 50%) to compensate for additional expense, losses and supplying with me defective/broken piece.
  
  
  Business Response /* (4000, 9, 2022/07/20) */
  Dear BBB,
  
  Our office understands our customer's views. Unfortunately, our position as outlined previously remains unchanged.
  
  With respect to their inquiry, distressing is different for each manufacturer. It could be color finish, marks, strategic gouges, combination of all the above, etc. Regardless, the only thing ever mentioned to the store after delivery was the color. We show no record of any damage ever reported at point of delivery or shortly after. As previously explained, the customer altered the piece which voided the warranty/ ability to present any options.
  
  We have been made aware that the customer has also been in communication with our online complaint office. As a gesture of good will, they offered the customer $85 off the unit solely in the interest of customer service. This offer was more than fair and just given the information stated herein.
  
  Should they refuse the offer, it will be rescinded and no others will be considered. We regret we will have no choice but to close their file.
  
  Respectfully,
  
  
  Nannette O.
  Presidential Assistant

• Initial Complaint

  Date:07/11/2022

  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.

  We bought some patio furniture in Feb/21 at Rooms to go, 2 loungers and 2 stools. We've also purchased a 3-year warranty for the loungers. By the end of 2021, the loungers were fully covered in mildew that wouldn't come off by washing them as directed. I called customer service and, after 1 month, a representative came to my house and said that this was a maintenance problem, not covered by the warranty or the store. Despite being very disappointed, after all, each lounger had cost me $800, I didn't do anything apart from trying to remove the stains by myself. Last weekend though, one of my guests sat on one of the stools and it started cracking. I decided to call customer service again and was told that the product's warranty had expired. This is furniture! It is supposed to last more than one year and a half. They argue it's outdoor furniture, affected by humidity and other weather situations, but isn't it what patio furniture is about? Customer care is extremely disappointing.

  

  Business Response

  Date: 07/28/2022

  Business Response /* (1000, 5, 2022/07/13) */
  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To Go, please express our apologies for any misunderstanding with the extended warranty.
  
  Regarding the chairs, unfortunately, mildew is not covered under any warranty.
  
  Concerning the stools, they were purchased at the store "sold as is" with no warranty. They were both discounted $70 off their regular price. There is no warranty on "Take" items from the store.
  
  On the sales image it states "FINAL SALE-AS IS-".
  
  We apologize for being unable to pursue any action due to reasons explained herein.
  
  Thank you,
  
  
  Lourdes C.
  Presidential Assistant

• Initial Complaint

  Date:07/11/2022

  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.

  Purchased living room furniture on 6/18/21 for $5000. One of the cushions on couch collapsed. Tech came out to repair while under warranty but the repairs did not hold up. Notified vendor and was informed I am out of warranty. I explained while under warranty an attempt was made for repairs that did not work. They refuse to acknowledge this and honor the warranty. I would like the couch replaced.

  

  Business Response

  Date: 08/08/2022

  Business Response /* (1000, 5, 2022/07/13) */
  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.
  
  In order to review further, please have our customer send us clear pictures of the full view of the sofa (showing top to bottom of the sofa). Please have them send them in PDF Format.
  
  Once we receive and review, we will follow-up with your office.
  
  We thank our customer for their business and trust this is being handled.
  
  Sincerely,
  
  
  Lourdes C.
  Presidential Assistant
  
  
  Consumer Response /* (3000, 7, 2022/07/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The difference from the center cushion to the right cushion is obvious. When you sit on the right you sink into the couch, no support.
  
  
  Business Response /* (4000, 9, 2022/07/20) */
  Dear BBB,
  
  We have received the latest response.
  
  In the best interest to resolve, we have generated a one-time courtesy exchange on the sofa.
  
  Please understand, there is no warranty on the set at this time.
  
  Our customer is welcome to schedule #XXXXXXXXEX through our Care Center at X-XXX-XXX-XXXX.
  
  We trust this has been resolved.
  
  Thank you,
  
  
  Lourdes C.
  Presidential Assistant
  
  
  Consumer Response /* (3000, 12, 2022/07/29) */
  Rooms To Go agreed to replace the sofa and was suppose to be delivered yesterday. They did not follow the delivery instructions I gave them. I live on a Navy base and informed them when I set up the delivery that the must arrive nlt 3:30PM. They arrived at 5PM and were not allowed access, gate closes at 4:30PM.
  
  This remains open as they are now giving me a hard time: "one time delivery only" I am waiting to hear back from customer service.
  
  
  Business Response /* (4000, 14, 2022/08/01) */
  Dear BBB,
  
  We have received the latest response.
  
  We show our customer was rescheduled to be exchanged on 8/5/22.
  
  We have reached out to the corresponding delivery manager to alert them that this delivery has a time frame restriction due to being on a Naval Base.
  
  We trust this will be resolved on this next exchange.
  
  We thank our customer for their patience.
  
  Sincerely,
  
  
  Lourdes C.
  Presidential Assistant