Complaints

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

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• 

  Rooms To Go

  11540 E US Highway 92 Seffner, FL 33584-7346

  
• 

  Rooms To Go

  5170 S Tamiami Trl Sarasota, FL 34231-4258

  
• 

  Rooms To Go

  9500 Scenic Dr Port Richey, FL 34668-4653

  
• 

  Rooms To Go

  1400 44th Ave W Bradenton, FL 34207-1319

  
• 

  Rooms To Go

  25550 US Highway 19 N Clearwater, FL 33763-2166

  

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

• Initial Complaint

  Date:01/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a mattress at Rooms to Go in 2019. I was told it had a 10-year warrant I called to file a claim, they sent someone out to look at the mattress. The tech that came out to the house stood in the doorway to the room and said it is bulging on the sides. He then put his chalk line across the bed and used his tape measure. He told me that they would be in touch with me within 7 days. I received a call 7 days later and was told that the mattress was damaged but it only measured 3/8's of a dip. Nothing about it bulging on the sides. If it dips 3/8's of an inch with no one on it I am sure it is much more when 2 people are sleeping. They said it had to measure 1 1/2 inches before they would warranty it out. We have bought a lot of furniture from Rooms to go and have never had an issue. This is ridiculous and very poor customer service.

  

  Business Response

  Date: 01/14/2025

  
  This is in response to this claim.
  
  Our office has reached out to our customer and are in the process of addressing their concerns.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22800161
  
  I am rejecting this response because: I do not feel like they will do the right thing. If they want to come out on a Friday again or a on any other day after 5 pm. They will need to do it soon as we will have to make a decision on what we are going to do about getting a new mattress. Do I take my business someplace else or return to rooms to go. Like I said we have spend ***** thousand dollars at rooms to go within the past 8 years and will be in the market to purchase more furniture soon. We would normally just return to Rooms To Go but this is making us think. We want to go some place that is going to do us right and have good customer service. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 01/16/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Our office reached out to the customer and provided the parameters for a second evaluation via email. We have not heard back from them as of yet. We are unable to consider any course of action until the results of that service are reviewed.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22800161
  
  I am rejecting this response because:

  I did respond and never heard back from rooms to go.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 01/30/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Our office has reached out to our customer and provided the requested information.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22800161
  
  I am rejecting this response because:

   I have responded to everything. I have not heard back from Rooms to go since they came to my house last week. I was suppose to hear from them within 5-7 days. Friday will be a 8 days.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 02/19/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Our office was informed the customer was provided the determination of their service as soon as the results were made available. We have also reached out to our customer asking for confirmation.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22800161
  
  I am rejecting this response because: I am not satisfied with what they have offered. They are not offering what I paid. They want offer $600.00 for a $1,000 mattress. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:01/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December ******* my husband and I went to Rooms to go to purchase a genuine leather furniture set. Our sales lady was ******** *******. We explained to her that we were looking to purchase a genuine leather or top grade leather set only. I found a ***** ******** set which was leather ,but I was not able to find a matching recliner. After searching for a while for a matching three piece ******** ******* showed us a black set which did look like leather. ******** looked the set up on her tablet and said it was genuine leather. I asked her was she sure because the set didn't have no label stating who the manufacturer was and what the **** set was made of. It was a beautiful set so we purchased it and was giving a bottle of leather cleaner. I was out of town due to work when the furniture was delivered on January 8, 2025. My husband sent me a picture of the set. I asked him was he giving a instructions booklet how to work the feature on the set, he replied no. I told him to call Rooms to go about the booklet and to find out who the furniture was made by, since he stated to me that no name from on the box when the delivery people set the furniture up. He called me the next day to said the furniture was made by Kingvale and Rooms to go did not have a instruction book on hand. I immediately when on Rooms to go website to look up Kingvale furniture which I notice none of their furniture that looked like leather was leather it was upholster in 85.5%polyester and 17.5% polyurethane. I called the next morning to complain and was told I need to talk to ********, whom was off that day. I call today and spoke with ******** ******* today with my concerns again , which she stated again that the furniture was leather and she said remember at the time of sale I gave you the leather cleaner. I called the Ocala. Florida Rooms to go and ask them did ******** brand have a leather sofa set which the sales man stated that Kingvale sets are of cloth not leather.

  

  Business Response

  Date: 01/14/2025

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

• Initial Complaint

  Date:01/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After a couple of days of the delivery (*****) of my chair, I realized that something was wrong with it. I almost fell backwards 3 diff times I could've really been hurt. I realized the 3rd time that it was prob a defect in the chair, or it wasn't put together correctly? At this time, just an FYI I started to have issues with my right side of my back around my shoulder area went to the Chiropractor (it's still bothering me). 1st call I explained the situation; and thought they would get someone to fix/replace immediately. That did not happen. It wasn't until ***** 1st available Sat; I was told that *** delivery person would have a replacement in the truck, in case they cannot fix it. That didn't happen, guy came almost fell back himself and said, you need a replacement and someone would call me. No one called, I had to call back I explained my situation again 1-8, I also didn't understand the bill to I call to get an explanation. I wanted to talk to ** who was my salesman, but they couldn't locate him. I again was told that someone would call me back, once again that did not happen. I called back again today 1-10 spoke to **** I believe, she assisted me with the billing issue. Then I asked for compensation to just credit the delivery fee for receiving a defective chair and bad customer service, I was told they would give me $50 credit. I asked them to credit the delivery fee $120, she said manager said $50. I asked to be transferred to the Manager ****** I think, after going back and forth he said he abruptly stated they will credit $80 nothing more. Really RTG, cannot compensate $120 for this issue that was too much for them like they cannot afford it? He did said he would give me the full credit in the store I told him I didn't want that, why can you give me that but not $120 credit to my account. Because that's what I can give you nothing more. Needless to say, i am still waiting for my chair to be delivered on 1-18. Thats the soonest Sat they had.

  

  Business Response

  Date: 01/15/2025

  Dear BBB,
  
  This is in response to this complaint.
  
  Our office has reached out to our customer and have addressed the concerns outlined in their claim.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:01/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rooms to go delivered a defective and damaged patio set to me. The only option offered was 150 and which that voided the warranty. I am requesting 25% off the purchase price at a minimum.

  

  Business Response

  Date: 01/13/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Our office has reached out to our customer. We have asked them to provide additional information in order to review the situation further. We will follow up with the customer directly once we have reviewed the requested documentation..
  
  We trust this claim is answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22795348
  
  I am rejecting this response because: they have not responded back to me to provide any solution. 
  
  Sincerely,
  
  ****** Gears

  

  Business Response

  Date: 01/20/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Our office has reached out to our customer and provided the requested information.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:01/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased two items from RoomsToGo from this location with 3 years protection and it's falling a part with material due to puppy. Filed a claim but without inspecting they don't want to cover this. This is material defect and poor quality. We hardly use this sofa and love seat and now it's peeling. Also, this is not normal wear and tear or, it would have occurred at the entire seating area.

  

  Business Response

  Date: 01/13/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Rooms To Go offers a 1-year warranty for manufacturers defects as stated on the terms located on the purchase receipt. Theirs expired in May 2024. They purchased the extended service plan powered by Fortegra;however, consequential damage caused by pets is not covered by the extended service contract which is why the claim was denied.  
  Regrettably, we would be unable to offer any course of action due to the reasons stated herein.

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

• Initial Complaint

  Date:01/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a mattress from rooms to go six or seven years ago and it has a 10 year warranty I exchanged it before at no additional charge now they sent a technician and he said yes the matrix needs to be exchanged again when I went to the store they said Id have to pay about $800 difference, including taxes and delivery fees, knowing that I have never paid delivery fees for an exchange before the reason theyre saying I have to pay is the matrix is discontinued and theyre supposedly giving me a better one, but I see its the same matrix and also I called the manufacturer and the manufacturer said they still have the mattress so I wanted to have rooms to go exchange the mattress for me at no additional charge and still keep the 10 years warranty in case this one also needed to be exchanged

  

  Business Response

  Date: 01/09/2025

  Dear BBB,
  
  This is in response to this claim.
  
  Our office has reached out to our customer and addressed their concerns.
  
  We trust this claim is settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 01/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:01/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a **** bed and paid additional for extended warranty. R to G came out 11/6/2023 and said a new frame had to be ordered. the frame would be shipped directly to me and when I notified they would come out and make the exchange.Despite talking with the store manager, ******** *****, the warranty company and calling every two weeks for the past nine weeks, I do not have any more information regarding this repair. No one from R to G or warranty company has ever called me back regarding this problem.I don't know what else to do.

  

  Business Response

  Date: 01/16/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  A resolution has been agreed upon with our customer and their concerns have been addressed.
  
  We trust this claim is settled.
  
  Sincerely,
  
  
  ******** *.

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22784932
  
  I am rejecting this response because:

  We are still negotiating with Rooms to Go. The warranty company authorized a refund in the way of store credit. Finding it difficult to find suitable replacements at Rooms to Go. Waiting to hear from Corporate. Local store said they couldnt authorize anything but store credit.
  
  The sofa was leather which is what we wanted but what Rooms to Go sells is too large for our downsized home.
  
  We are just waiting 
  
  The situation started 11/9/2023
  
  They have been slow to respond.
  
  Thank you for your help.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 01/31/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Our office has reached out to our customer and have addressed their concerns.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22784932
  
  I am rejecting this response because:

  Thank you for contacting Rooms to Go.

  I did place an order but merchandise will NOT be delivered until sometime in May 3 months from now. I wasnt told this until order was placed.

  I had to get approval from warranty company and then work within the very narrow options of Room to Go.

  Every issue I was told they ( local store in *****) couldnt make that decision that I would need to contact Corporate.

   I was told if I didnt make a choice it would become void.

  This cost us approximately $1,500 to make the exchange work within our home. There were only 2 sofas/ chair combinations that either size or color would work in our home.

  Very difficult process. This issue started 11/9/2024 and will not completely be resolved until delivery. 

  They told us for 2 months the part to repair was ordered finally said no part and we have discontinued that sofa. I decorated around that sofa and chair. 

  They had us over a barrel regarding lack of merchandise that we could use, the timing and CORPORATE rules.

  I would NOT RECOMMEND doing business with Rooms to Go and will personally not ever purchase from them. Buyers need to be very cautious or better yet select another  furniture store to make a purchase.

  Thank you for your 

  help. They wouldnt even call me back until I contacted BBB.

  Dont trust this company.

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

• Initial Complaint

  Date:01/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction 10/23/2023 Paid $3,339.35 We bought a very expensive piece of furniture from RTG. We had some wear and tear on our leather sofa recliner. We called *** and said there's nothing they can do. Then we waited until the extended warranty kicked in to put in a claim and they said they wouldn't cover it. I am frustrated and RTG not taking care of this and the warranty that we paid for won't is absolutely ridiculous. I will never buy another piece of furniture from *** again. ******** is the warranty company that we paid the extended warranty to. I am attaching this company to the complaint.

  

  Business Response

  Date: 01/09/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Rooms To Go offers a 1-year warranty against manufacturers defects as stated on the terms of sale. Our customer purchased the ****** extended service contract powered by ********. Please note that accidental coverage under the ******** contract starts from date of delivery for any covered issue reported within a 30-day period. Unfortunately, consequential damage is not covered under either the warranty or service contract as outlined under the guidelines provided on their purchase date as well as on both websites.
  
  Although we value their business, we are unable to present any course of action due to the reasons explained above.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ******** *****
  Presidential Assistant

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22784129
  
  I am rejecting this response because:

  we had initially contacted *** when there warranty was still valid. They then said that we should wait until the other warranty (Frontegra) kicks in to file the claim because their warranty doesnt cover our type of damage. We did that and Frontegra told us that they wont cover the damage on couch even though we paid for the extended warranty and falls into the criteria of the advertised covered damage (see attached photos). *** along with Frontegra are committing fraud by advertising these covered damages and not supporting them. Our salesperson encouraged us to buy this warranty. If you look at the files I attached, RTG literally advertises that the extended warranty covers rips, punctures, cuts are all covered under the Frontegra warranty and when confronted with this they directed us back to ***. Then *** directs us to go to *********. Very frustrating. If you look at the previous pictures I sent you of the couch there is clear peeling  and they will not cover it. I already filed a separate complaint against *********. Rooms to go is deliberately misleading customers into a false sense of security with an extended warranty. If you look at the files, I just attached that proves it and something really needs to be done about it. The files that prove my point are too large and wont send. Please give me an alternate way to submit these photos. The warranty says 

  Cracking or
  Peeling of
  Finish
  ??Chips 

  Rips,
  Punctures, or
  Cuts
  

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

  

  Business Response

  Date: 01/14/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Our office has reached out to our customer and provided the requested information.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22784129
  
  I am rejecting this response because:

    I have no interest in having further communication with Fortegra or RTG I have made more than reasonable attempts to rectify with them. They refused. They emailed me and asked me for the information I had since I couldnt send it all to you because the file was so big. I am utilizing the BBB as an alternative to resolve the issue before I file a legal complaint against Fortegra and ***. *** and ******** cannot continue to deceive its customers with a extended service agreement that holds no value to the customer while having salespeople and the website state false info about its products and agreements.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:01/08/2025

  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 bought this couch over a year ago and I have had the recliners replaced twice already since Ive had the couch. Now all three are broken again and I owe a little over 3000 on my couch still. I was told this couch was the top of the line. Obviously it is not! The mechanisms on these recliners keep breaking and preventing the couch from reclining. Rooms to go is declining any type of help regarding this couch and the problems I have been having with it since I bought it. The first time it broke it wasnt even a couple months before they had to come out and fix it. I think I need to be exchanged couches or reimbursed! This couch is not good for anyone to have especially since it was a lot of money, I get no help and just told my warranty was up in June 2024.

  

  Business Response

  Date: 01/09/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Rooms To Go offers a 1-year warranty for manufacturers defects as stated on the terms located on the purchase receipt. Theirs expired in June 2024. Since their exchange in 2023, we show no record of any further issues being reported, over a year.  
  Regrettably, we would be unable to offer any course of action due to the reasons stated herein.

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

• Initial Complaint

  Date:01/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a couch over a year ago, had problems with it called Rooms to go service.. ************ said the couch was broken and Would recommend to replace it. The second couch came out and it was damaged as well, was advised to go and find another couch that would fit to my comfort level and look for something that I would like. Found a couch and it was the most uncomfortable thing I ever sat on called within the month and rooms to go advised to look for another couch, I would have to pay $200 for shipping and must have insurance . Purchase a leather couch that was supposed to be leather With two recliners paid extra money for it and its very uncomfortable. Sent an email on it. Didnt hear anything from rooms to go. I couldnt take it anymore so I contacted the service department again. Service Tech came back out and said did they deliver this couch like this as the mechanisms are broken plus the leather is separating From the seams and I advise this couch was very uncomfortable. Service Tech came out, stated that both sides of the couch were damaged during delivery because theres no possible way one person Could damage his couch as the recliners do not work appropriately. Called rooms to go the refusing to take care of the tears and ordered replacement mechanisms for the recliners which could take up to six months to correct. The Service Tech was here advised that since *** had so many issues tell them you are not going to wait for repairs and you want a new couch. advise that this is unfair. This has been going on for two years. Why can Rooms to go not deliver furniture That is 100% built correctly, comfortably and will last more than 4 to 6 months and Standby there merchandise. And to make sure its not damaged. I spoke with two people last night from service department both who argued with me and I kept asking for upper management not from a store and *******, who is a supervisor with rooms to go service department argued with me the whole time I had

  

  Business Response

  Date: 01/16/2025

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

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22782448
  
  I am rejecting this response because:

  
  I received a voicemail from Rooms To Go 1/16/25 after reporting my issue to BBB. I have since called and left several messages with no response. If someone did call back no one left a voicemail. I have also reached out to several managers through ********, Sent emails and reported to all government agencies and still no help whatsoever. Please see attached proof of communication.
  
  I did receive new parts from rooms to go in the mail to fix said recliner couch that was delivered broken. When I first reported to customer service a service tech was sent out and stated that it was delivered damaged. If Rooms To Go is going to send out damaged material then it should be replaced with a brand new item as I spent a lot of money on a leather recliner couch with heat and massage. After everything I have been through I would just like a refund and I will go somewhere else..
  
  Sincerely,
  
  *** *****

  

  Business Response

  Date: 02/05/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Our office has reached out to our customer twice this week in order to discuss and address their concerns. We are awaiting to hear back from them.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22782448
  
  I am rejecting this response because:

  I am reaching out again and I have copied the Better Business Bureau on this email again! As I still have not heard anything from rooms to go regarding my couch, this is going on 5-6 months now Without any contact after 4 PM or through email. I am at my wits end. I want this couch picked up and a refund issued! I would also like this to happen within the next two weeks Or I will go To the courts and file  with small claims unless I can find an attorney that will help me move forward. I dont understand why this is such an issue or an issue with contacting me to get this corrected.

  
  Sincerely,
  
  *** *****

  

  Business Response

  Date: 02/12/2025

  The showroom management team has attempted speaking with this customer on multiple occasions with no success. Customer requested the return of the product and the store complied; however, customer is not willing to schedule the return for any of the available dates offered in her area Tuesday-Saturday. They were given an alternative option to schedule a date to drop off the piece at the corresponding distribution center herself. Unfortunately, we would not be able to reimburse them for that action.

  Thank you,

   

  ******** *.

  Presidential Assistant

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22782448
  
  I am rejecting this response because:

  I just received this email message and I would like to say that the following statement is a complete lie..

  I have made several attempts to contact rooms to go and NO ONE HAS CALLED ME.. except for ********

  3 times that I have sent screen shots and the email she responded too.

  I have pulled my cell phone records and have attached to this email so ******* can show proof where i 

  was contacted..

  
  
  Sincerely,
  
  *** *****

  

  Business Response

  Date: 03/04/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Our office has reached out to our customer via email and provided information.  
  
  Respectfully,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 22782448
  
  I am rejecting this response because:

  Good morning, Ms ******************* was a waste of time and nothing was accomplished.
  Per your email *********************** team considered a field supervisor vs a technician in order to get a more detailed account for further review."
  ******** the tech in training that came out was not a manager or supervisor and did not understand what was happening.
  I explained the whole situation and he had stated that what the right side recliner was damaged, nothing wrong with the left side recliner which is exactly 
  like the right side and that he needed to replace the middle part as well.
  I told him over the phone that the couch has been damaged since I received it and instead of fixing bits and pieces send me a new couch,
  I paid for a new couch not a damaged one that needs to be repaired and partial replaced.
  
  I am not very happy as I was told by you that a Manger/supervisor 
  field tech had to come out for another opinion.
  
  Here are pictures of the couch. All the pink lines is where the issue are.
  The backs of the recliners go back to far and the leg area are up to high. You cannot get comfortable in this kind of situation and there is not a happy medium.
  Also now the massager comes on when it wants to.. Came home from work the other day to it running and the remote was not lit up..
  The arm rest is broken where its dented in. 
  The tech turned over the couch looked at it and had my daughter sit on the couch and took pictures.
  
  Please just refund the couch or send a new one out.. This is really getting old!
  I am tired of being uncomfortable..
  
  Sincerely,
  
  *** *****

  

  Business Response

  Date: 03/20/2025

  Dear BBB,
  
  Our office has contacted out to our customer with respect to their latest inquiry. We are awaiting their response.
  
  Respectfully,
  
  
  ******** *.
  Presidential Assistant