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

  4144 Chapel Hill Blvd Durham, NC 27707-2503

• 

  Rooms to Go

  460 S College Rd Wilmington, NC 28403-1604

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:01/07/2025

  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.

  On May 11, 2021, my husband, ****, and I purchased a Purple 4 Premier Hybrid mattress (Order Number: ********) from Rooms To Go (RTG), paying over $3,500 for what we believed to be a high-quality product backed by a 10-year warranty as advertised by both RTG and Purple. This was a significant investment in our comfort and well-being, made with trust in both the product and the companys assurance of warranty coverage.Recently, we needed to file a warranty claim due to a covered issue with the mattress. Per Purples policy, we were directed to *** for warranty service. However, navigating **** website to locate warranty claim information was a frustrating experience. After eventually filing case CS1100020, I also contacted RTGs text support at *****. The agent, ******** was rude and dismissive, incorrectly referring us back to Purple.When I called Purple, they confirmed that warranty claims for mattresses purchased through *** should be handled by ***. A ****** manager assured us they would escalate the case. Simultaneously, *** informed us that, effective January 1, 2025, they no longer process Purple mattress warranties. This change was not disclosed at the time of purchase and is not mentioned anywhere on **** website, leaving customers uninformed. Their manager stated they would email Purple to follow up on our issue but offered no further assistance. Additionally, **** email response to our case (from Morgane *****) reiterated their refusal to process the warranty claim and referred us back to Purple.This runaround is unacceptable. My husband and I made a substantial investment in this mattress and purchased it with the understanding that *** would honor the warranty, as confirmed by Purple. We request that *** fulfill their obligation and replace our defective mattress per the terms of the 10-year warranty.

  

  Business Response

  Date: 01/08/2025

  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. This expired in 2022. Bedding manufacturers offer a longer limited warranty our company will honor while the merchant agreement is still active. Unfortunately, our company no longer has a service agreement with Purple.
  With respect to their situation, we have reached out to the liaising contacts with Purple and they will be following up with the customer directly in order to address their concerns. The customer has been made aware.

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

  Customer Answer

  Date: 01/08/2025

  
  Thank you for responding to my complaint. However, your response does not address the core issue, and I remain dissatisfied with the resolution.
  
  
  Rooms To Go stated that their 1-year warranty expired in 2022 and that their service agreement with ****** is no longer active. While that may be accurate, it does not absolve Rooms To Go of their responsibility to honor the 10-year warranty that was advertised at the time of purchase. Both Rooms To Go and Purple clearly marketed the mattress with a 10-year warranty, which remains valid regardless of changes to Rooms To Gos service agreements with Purple.
  
  
  Further, this change in warranty handling was never disclosed to customers. Nowhere on *********************** website or in its stores is it indicated that, as of January 1, 2025, customers would need to contact Purple directly for warranty claims. Purples official warranty policy (***************************) explicitly states that claims for products purchased from retail partners must be processed through the retailer. Rooms To Gos refusal to process my claim and its redirection to Purple has left me in a frustrating cycle where neither company is willing to take responsibility.
  
  
  While Rooms To Go claims they have contacted Purple to resolve this matter, I have not received any direct communication from Purple or a timeline for resolution. As a customer who paid over $3,500 for this mattress, I feel misled and unsupported.
  
  
  I am simply requesting that Rooms To Go honor the 10-year warranty that was part of the purchase agreement. The warranty terms, as they were advertised at the time of sale, should be upheld. I kindly ask that BBB continue to assist in holding Rooms To Go accountable for resolving this matter promptly.
  
  
  Sincerely,
  **** *****
  

  

  Business Response

  Date: 01/15/2025

  Dear BBB,
  
  Our office understands our customers views. Unfortunately,our position as outlined previously remains unchanged.
  
  The customers contact information was provided to Purple so they may communicate with them directly.
  
  We appreciate our customers understanding and patience.
  
  Respectfully,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:01/06/2025

  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 on black Friday from Rooms to go furnitures totaling $6600+ on order no: TX12923136. We bought 2 sofas and 1 lover seat in red. Wanted to get the recliner also (SKU ********), but were not sure if it will fit our living room. The sales person Mr. *********** ******* told us that we could go home, measure and get back to him. As long as we do it before 2 weeks, he will add it to the same open order for the price on that day $199 plus tax. We called him few days later and also went to the store to make sure the recliner was added to the same order. Mr. ******* told us there was a system problem, he will add it later in the day and send us an email. After few days were followed up on text message. Mr. ******* said he was not well and he is going to take care of it in the next few days. We had to follow up few more times in text messages since Mr. ******* informed us was in and out of hospital. But he assured us that he is adding the recliner for the same price to our order as promised and told us not to worry. We have the written copy of this message. When we did not hear back from him, we went to the store 3rd time on 01/05. We were told Mr. ******* is sick and out again. We spoke to the manager, explained the situation, showed the written communication and requested him to honor the commitment made by his sales person. The manager refused and told us the best he can do is provide $100 store credit on future purchase.We bought 2 set of those Red sofas and a love seat set. The sale price for the recliner (SKU ********) on the day of our original purchase was $199 (along with sofa and love seat). We are asked to pay $649 separately on 01/05 since it is few weeks after our initial purchase. We explained we have been to the store within the first week to get this done. Waited only because his sales person asked us to wait and we have this in writing.

  

  Business Response

  Date: 01/09/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Please express our apologies to our customer for any inconvenience they may have experienced.
  With respect to their situation, we are inquiring with corresponding departments as well as the purchasing showroom for more information. A follow up will be made with the customer once details are received.

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

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22770668
  

  The business has just acknowledged my message stating they will investigate and get back to me.  I do not want this complaint closed until they investigate and get back.
  

  
  Sincerely,
  
  *********

  

  Business Response

  Date: 01/27/2025

  Dear BBB,
  
  We are in receipt of the latest reply.
  
  Our office has reached out to our customer and requested they provide further documentation for review. We will follow up with the customer directly once we have received the requested documentation.
  
  Thank you,
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:01/06/2025

  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.

  The stitching on the arm of my power recliner was repaired Feb 2023. I did not receive it until Dec 4. The repair has now come undone and I am being told it is out of warranty. The three year service policy company says this repair isnt covered and the customer service people at corporate tell me they cant help since its over a year old. It doesnt seem right that no one will help me fix a virtually new chair that had a shoddy repair job done on it while it was under warranty. Ive just had in my home one year and 5 days. This is a very sorry way to treat a customer

  

  Business Response

  Date: 01/08/2025

  Dear BBB,
  
  This is in response to this claim.
  
  Our office has been made aware the showroom management team has been in communication with our customer and have reached an agreement in order to resolve their complaint.
  
  We trust this claim has been settled.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:01/03/2025

  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 a sectional in 2023 had it delivered 10/23 and bought the extra warranty with it. Specifically asked the associate of the warranty covers the material and more specifically the bonding of the finish. The last one we bought from them flaked as well and I did not purchase the warranty. Was told yes it will cover that no problem. In dec of 24 I went to file a warranty claim and within one minute of describing the issue I was told claim is denied that is not covered. I explained what I was told and was still told claim denied. I then decided to look online and many other customers are complaining about being sold a warranty that really does not cover anything, it is next to impossible to get anything replace under warranty and others were lied to as well. In my opinion the employees are lying to get the coverage since they are receiving compensation for selling the plans and then washing hands once you walk out the door since it will be awhile before you try to file a claim. I would not have purchased the extended plan of it did not cover the finish. I really feel they know they are selling an extended warranty that is useless and they should not be offering it to customers and especially telling them they are covered when in fact they know that to not be true. I would have bought from a different company that had a better warranty in place.

  

  Business Response

  Date: 01/10/2025

  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. This expired in 2022. Our customer purchased the ****** extended service contract powered by Guardian.Unfortunately, the issues reported are not covered under the guidelines outlined under the executed contract.
  Our office has reached out to the customer and requested they provide more documentation. We will follow up with the customer directly once we have reviewed and rendered a final decision.

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

• Initial Complaint

  Date:01/03/2025

  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.

  Purchased the patio set 7/8/24 for over $3000.00. They bill you as each part is delivered. I opened a Rooms To Go credit card solely for this purchased. After Seven delivery they could not get it right, the chairs were, broken, or damaged so I constantly refused the delivery of the chairs. The table separated from the base. They gave me a lot of resistance but on 10/22/24 Rooms To Go came and picked up the Patio set; I never actually had the six chairs that went with the set due to constant damage & not accepting the delivery. Since the return Rooms To Go has given me the run around with getting my refund. I have had at least ten calls to the credit card company ************** and to Rooms to Go. They have refund all to the credit card except for the charge for $582.12 transaction date 9/19/24. Rooms To Go keep telling me they have taken care of it wait 5 weeks and so on. On 12/2/24 they only refunded $158.29 and they owe the credit card still a refund of $423.83. This must be paid up to Synchrony in order for me to receive a refund for the two payments I made to Synchrony for the sum of $109.00 on 8/15/24 and $109.00 on 10/10/24. I am due the total sum of $218.00. Thank You

  

  Business Response

  Date: 01/07/2025

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

• Initial Complaint

  Date:01/03/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a bed frame on December 15th, the last update I have is December 19th, saying it will be delivered December 21st.That is the very last update I have, and I have opened an "investigation" twice now, and it keeps getting "closed" for "insignificant details" on the product.I have provided them model numbers, SKU numbers, etc Now I'm out MONEY and a product.

  

  Business Response

  Date: 01/07/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Please express our apologies to our customer for any inconvenience they may have experienced.
  The product our customer purchased is a vendor direct order that is shipped directly from the manufacturer.
  With respect to their situation, we are inquiring with the team that overseas these orders for more information. Our company will follow up directly with the customer as soon as the details are acquired.

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

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22762326
  
  I am rejecting this response because:

  I ordered a bed frame from Rooms to Go December 15, 2024. December 19th, 2024 was the last update, saying it was in transit in *******, *******. Estimated delivery was December 21, 2024. It is now January 7, 2025. *** found my package in the lost & found and sent it back to Rooms to Go over a week ago. They even provide me with a tracking number. Rooms to Go doesn't have anyone I can talk to about this, I just have to keep emailing this one email..... Which I have sent 2 emails to already, and still nothing back.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 01/10/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  We have reviewed the account and show our company has been in communication with our customer. We have been made aware our special orders department received confirmation from the vendor that the product was received back from ***. The customer requested for the refund of the product as they requested to cancel the order.
  
  In view of this, all appropriate actions on the account have been taken in order to resolve their claim.
  
  We trust this claim has been settled.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:12/30/2024

  Type:Sales and Advertising 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 brought a couch from Rooms to Go in September 2024 after moving to ***************. I paid cash for the **** and got a warranty with the purchase. After a month of using the couch I noticed that only when I sat on the couch I was sneezing and coughing which I thought was allergies but I take daily allergy medicine and didnt have this issue anywhere else in the house. After dusting and vacuuming I still had the issue only when sitting on the couch. When I had visitors they experienced the same symptoms. I called *** customer service to see if maybe I could swap out my couch for another one or if they could provide any other assistance and they said no. I spoke to a nice gentleman named **** who explained there was nothing they could do. I have been a customer of *** for years and I am really frustrated that I cant get any assistance on this issue but I will seek legal assistance if I cant get any relief from this issue because this has become a health concern. I wish to speak to the manager or the CEO of the company about this serious concern. Thanks

  

  Business Response

  Date: 01/07/2025

  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. Unfortunately, preference matters are not covered under this warranty.
  
  However, our office has reached out to our customer and are in the process of addressing their concerns.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant
  

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22747791
  
  I am rejecting this response because: I am awaiting the inspection of this couch from RTG to see the outcome 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 01/10/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  We have notated the account accordingly.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 01/10/2025

  The inspection is scheduled for January 17, 2025

  

  Business Response

  Date: 01/22/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  A resolution has been agreed upon with our customer in order to resolve their complaint.
  
  We trust this claim is settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 01/29/2025

   
  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:12/30/2024

  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 called to receive a refund on a protection plan that was not used that I purchased when I bought the furniture, as the sales *** told me if it was not used I could receive a refund for the amount. **************** when I called was no help, and said that they do not do that and refused to elevate my concern based on what I was told.

  

  Business Response

  Date: 01/06/2025

  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. Our customer purchased the ****** extended service contract powered by ********. This coverage expired as of November 2023.  
  Regrettably, refunds were only possible while the plan was active. We show no record of any requests to cancel the service plan prior to the expiration date. In view of this, we would be unable to provide any course of action given the above stated.  

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

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22745681
  
  I am rejecting this response because:  It would have been nice to have been informed I must cancel before the expiration.  Otherwise I would have written the date on my card.  If a business truly valued their customers they would honor what I was told, and even better reach out to customers who have not used it and remind them but alas that does not happen.

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

  

  Business Response

  Date: 01/09/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  We abide by the guidelines outlined on the extended service contract.If the customer has a written exception provided from the point of sale that supports their claim, we would be happy to review further. Otherwise, our position as outlined previously remains unchanged.
  
  We trust this claim has been answered.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22745681
  
  I am rejecting this response because:

  They are clearly supporting the dishonest sales person instead of the customer which shows where the priority lies, vice actually honoring what I was told or even trying to come to a reasonable resolution as any business who values customers would. 

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

• Initial Complaint

  Date:12/28/2024

  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.

  Have been looking at a new couch ( sectional) and have decided which i want. Decided to wait for it to go on sale. Which, according to their ad..it has. But the price is the same as it was before the sale..and is the regular price. How is this a sale. This seems like deceptive sales practices to me and false advertising. The item in question is the ********* street 3-pc dual power reclining sectional. It was listed at $1988 as it's normal price a month ago. The sale price is now $1988.

  

  Business Response

  Date: 01/06/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  On behalf of Rooms To Go, we apologize for any misunderstanding or inconvenience our customer may have experienced.
  
  With respect to their situation,we have reached out to the customer directly asking for further documentation.Once these details are received and reviewed, we will follow up with the customer.
  
  Sincerely,
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:12/28/2024

  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 am writing to you regarding an ongoing problem I continue to have with Rooms-To-Go. I have spent a little over $4,000 with them in the last 6 months. My current issue with a chair I purchased from your *******, ** store. The product was a Absecon Beige Rocker Recliner, SKU: ********, Order Number ********. I paid for it on my ************** account for ******** chair frame is substandard and the feet are bent. The back of the chair is loose. According to the repairman that came out the rivets are loose and cannot be tightened. This chair is less than 2 months old, at the time of the filing of the complaint.All I have requested is for someone to pick up the chair, give me a store credit, and I will purchase a different chair from Room-To-Go. Instead, I have been told this chair came directly from the manufacturer and Rooms-To-Go has no recourse except for the manufacturer to make a decision. Even though you have sent out a repairman to look at the chair, the expectation seems to be for me to take videos and pictures and await a decision from the vendor. This is ridiculous!!!! I have been jacked (and actually blessed out by the local store for trying to articulate my problem). I have been told this is a special order item and Rooms-To-Go has NO CONTROL!Allow me to state my case.1.Rooms-To-Go received the payment for the chair, not your vendor.2.Rooms-To-Go is the one that is responsible to the customer if they sell products that do not meet the consumers expectations. 3.Your repairman came out to look at the chair and said the entire frame will have to be replaced. The rivets are coming out and the bottom of the frame is bent. The chair is less than two months old. Now I find out the repairman was not supposed to have been sent out. I am told this was a drop ship from the ROOMS TO GO VENDOR. 4.I do not expect to have to work out issues with Rooms-To-Go vendors.Order # ******** Ordered on Tuesday, October 22

  

  Business Response

  Date: 12/31/2024

  Dear BBB,
  
  This is in response to this claim.
  
  Our records reflect an agreement has been made with the customer directly to resolve their claim and their concerns have been addressed.
  
  We trust this claim is settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant