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:12/28/2024

  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 a king bed with adjustable base .. base does not work . Filed a complaint and it took more than a month to get in contact to have a new motor shipped to my home . A tech came and replaced the motor . The bed does not work .. it does not function .

  

  Business Response

  Date: 12/30/2024

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Please express our apologies to our customer for any inconvenience they may be experiencing regarding their product. Unfortunately,we do not service this piece directly. The manufacturer provides the service for the consumer directly. If they have already provided parts in order to resolve the issue for our customer, they will need to investigate the new inquiry.
  The customer may reach out to the last contact they made or reach out to them at **************.

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

• Initial Complaint

  Date:12/27/2024

  Type:Billing 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 formally express my concern and dissatisfaction regarding my financing agreement for furniture purchased in August 2019 from Rooms To Go. The total financed amount was $6,300 with a 5-year no-interest payment plan, requiring monthly payments of $105.Since the purchase, I have been consistently making the agreed-upon payments. However, upon reviewing my account and speaking with your representatives, I recently discovered that a portion of my payments has been allocated to a credit insurance policy that I neither requested nor authorized.I firmly believe this additional charge is in error, as I did not sign up for or approve any credit insurance at the time of purchase. The inclusion of this policy has extended my payment period unnecessarily and caused me financial inconvenience.I kindly request the following actions to resolve this matter:1.Immediate cancellation of the unauthorized credit insurance policy.2.Full reimbursement of all payments made toward this policy since August ******.An updated breakdown of my account reflecting the corrected payment allocations.I trust you will address this matter promptly. Please acknowledge receipt of this complaint and provide a timeline for resolution. I am prepared to escalate this issue to the appropriate consumer protection agencies or pursue further action if necessary.Thank you

  

  Business Response

  Date: 12/30/2024

  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To Go, please express our apologies to our customer for any inconvenience they may have had regarding their finance account.
  
  Please understand that Rooms To Go is solely the furniture retailer. We do not offer finance insurance. ***************** paid us when the customer received the **********************************, we do not have access to their financing accounts nor have knowledge/dealings with any services they provide to the consumer directly. Therefore,the customer will have to direct this complaint to the finance institution as this is out of our jurisdiction.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant
  

• Initial Complaint

  Date:12/26/2024

  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.

  The *************** was delivered today but the chair's back is too low to support the head and neck. Since I have had neck surgery and have a cage in my neck, it is extremely necessary to have said support. I contacted Rooms to Go and spoke with manager, **** ****, who informed me that the store does not do exchanges or returns according to store policy! I have found another chair that meets my requirements and is more expensive than the original one I purchased, but Room to Go will not exchange at my request! I have not used the furniture that was delivered today and am seeking a resolution to my problem ASAP!

  

  Business Response

  Date: 12/31/2024

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

• Initial Complaint

  Date:12/26/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Buy One Get One Free Gift Certificate last year, which was applied to a love seat. I had to wait to pay off the $2000 love seat due to car repairs, so I requested a refund. I was given cash for the money applied except for the $400 in the **** gift cards. I was given $400 in gift cards and told that they do not expire and I can use them in the future for any purchase. I went in to the Rooms to Go location at *************************** on December 23, 2024 to purchase a leather recliner as a Christmas gift for my husband and was told that my two gift cards had expired on December 13, 2024 - 10 days prior and that I had lost the $200. If the manager had told me they would expire, I would certainly have come in before December 13th to make my purchase. If the manager had not told me they would not expire I would have been able to use them to purchase my husband's Christmas gift. This was miscommunication on the part of the location's management, no fault of mine, and I am very disappointed. I would like to purchase the chair from them, but unless they honor my two gift certificates, this is not possible.

  

  Business Response

  Date: 01/06/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Please express our apologies to our customer for any inconvenience or misunderstandings experienced regarding their purchase.
  
  In regards to their situation, we have reached out to the corresponding showrooms management team for details of the issues being reported in this claim. The customer will be contacted directly once matters are concluded.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:12/26/2024

  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 set up delivery for 12/26/2024 and was told it would be delivered any time after 2pm. I left my house at 6:30am to go to work and received a phone call at 7:17am saying they was there to deliver. I told them that no one contacted me about changing the time to 7am but i would go back home and meet them. I told them i was 45mins away, they then told me they would only wait 15mins, for me to get there. I told the guy that i would try and find someone to go meet them. After i called several people to go meet them, i finally found someone when, i tried to call them back just to find out they blocked my number. All i want is for my furniture to be delivered, and to not have to wait another week for it.

  

  Business Response

  Date: 12/27/2024

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

  Customer Answer

  Date: 12/28/2024

   
  Complaint: 22731067
  
  I am rejecting this response because: They did not take accountability for their actions. They claim they have contacted us about the delivery but they did not. They contacted the wrong phone number after i asked them to make sure it was changed to the correct phone number on the day of purchase. The worker said she updated the number. They sent an email with an updated time but it went to my junk email and it was also sent on Christmas day. I was not checking my email on Christmas. They should have called the phone number I gave them on the date of purchase and I would have known that the time had changed to one day before the original agreed upon delivery date. The store did reach out to me today, 12/28/24 to confirm that the next available delivery isn't until 1/9/2025 and that since it is the new year i would have to pay an additional $9 in sale tax since the delivery is not in 2024. I told the lady that it isn't our fault that the delivery isn't until 2025 and that we are not going to pay the $9, all she said is that well if you don't pay it we wont deliver it. She refused to give us the manager, **** ******** phone number for us to contact him to try and resolve the issue. This is the most terrible customer service, buying process, and delivery process I have ever been apart of. 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 12/31/2024

  Dear BBB,
  
  This is in regards to the latest reply.
  
  As your office is aware, we have reached out to our customer directly. Actions are being taken in order to address their concerns.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22731067
  
  I am rejecting this response because:

  Rooms To Go has not reached out to me, I have not heard from them

  
  

• Initial Complaint

  Date:12/24/2024

  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.

  On April 7, 2023, I purchased a sofa sleeper as well as other furniture. I also bought a furniture protection plan. Within 1 1/2 yea of normal wear (or less than normal wear since the sleeper is in a guest room), the sleeper became unstable and the frame broke. My thought is that the sleeper was of low quality.On December 5, 2024, I filed an online insurance claim. There was a note that it could take up to 10 days for a response. On December 9, I received an email notifying me that within 5 business days, they would let me know if my claim was eligible. On December 10, I received an email saying they they are identifying a technician to complete the inspection, diagnose or repair the sleeper sofa. On December 17, I received an email saying that the claim has been approved and authorized for service and that a technician was being identified and the person will reach out in the next few business days. On December 21, I received an email with the time for the service technician to come. There was only one date and time choice (December 23--9 am-1:00 PM window) so I accepted it. The technician arrived on December 23 (Monday) as planned. After looking at the sofa, he said that he would file a report that the sofa needs to be repaired. I should expect a call from Rooms to Go either Wednesday or Thursday (Note: this is Christmas Eve and Christmas). He said if they did not call me by Thursday, I should call ******* complaint is that Rooms to Go was quick to sell the insurance policy and slow to respond. It has been nearly three weeks and the sofa is still broken--awaiting whatever the next step is from Rooms to Go. This whole process is inefficient and not customer friendly.

  Customer Answer

  Date: 12/26/2024

  Please I would like a call from Rooms to Go staff with a specific date that the sofa will be repaired or replaced.  Thank you.

  

  Business Response

  Date: 12/27/2024

  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 April. Our customer purchased the ****** extended service contract powered by ********.
  We apologize if the technician misspoke; however, please note that due to heavy volume during the holidays, the extended service company may be delayed in responding. Guardian will review the technicians findings and follow up with the customer once a decision is rendered.

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

• Initial Complaint

  Date:12/23/2024

  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 purchased a complete bedroom set back in June, the dresser isnt even 7 months old and the finish is coming off, they sent a tech and hes stating its a stain, when its clearly the finish coming off, I want this repaired or replaced, the warranty company says they cover customer caused accidents and this isnt covered, so now Im stuck with damaged furniture, please refund me and pickup the entire bedroom set because I wont continue to pay a dollar on garbage furniture, Im truly disgusted with this company and wont ever shop here and I will let everyone I know about my experience, zero compassion

  

  Business Response

  Date: 12/27/2024

  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 ********. The terms of coverage are outlined within the contract provided at the point of sale and on their website.
  Unfortunately, the damages being reported were deemed to be consequential damage and not vendor related. Please note the product was not delivered in this condition in July 2024. Therefore, we would be unable to offer any course of action.

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

  Customer Answer

  Date: 12/27/2024

   
  Complaint: 22724535
  
  I am rejecting this response because:
  The finish is coming off and that shouldnt happen on new furniture 
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 12/30/2024

  Dear BBB,
  
  Our office understands our customers views. Unfortunately,our position as outlined previously remains unchanged. Our customer is welcome to reach out to Guardian to see if the piece is eligible under their accidental guidelines.
  
  Thank you for your understanding.
  
  Respectfully,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:12/23/2024

  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.

  Last October 2023 I made a purchase of a dinning table and chairs and living room furniture, I was happy since we moved to our new home and they fit perfectly. Sadly I started noticing by this year that the coach started to sink and ended with a hole, I called Rooms To Go to file the complaint more than once, they sent a technician to review it and he said it was a common complaint for these coaches, he took pictures and the bending on the sofa its very noticeable from underneath as well! 5 days later I received a call from Rooms To Go stating the sofa was in good condition so no warranty or insurance applies. Anyone who can come and see without not even siting that the coach has a hole, even if its cause by use, you dont pay $2000+ for a sofa that will be damaged a year later. I dont want to pay for something that is not fulfilling its propuse and Rooms To Go has denied changing the sofa or giving me my money back ending my credit (since Im still paying for it)

  

  Business Response

  Date: 12/26/2024

  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 November 2024. Our customer purchased the ****** extended service contract powered by ********. We regret consequential damage or preference issues are not covered under either the warranty or service plan. In view of this, we would be unable to present any course of action.
  This information has been provided to the customer.

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

  Customer Answer

  Date: 12/27/2024

   
  Complaint: 22723153
  
  I am rejecting this response because:
  

  I called Rooms To Go on the same month of the warranty expiring, I was going to call before but my mum has cancer and was hospitalized from August 24th to October 3rd and after that she started chemotherapy, its been hard days and they stated it is past the warranty and I called within the same month and with a couple of days of difference. I dont accept either, they say it is due to wear and tear, its been a year and we hardly use the coach, now Im still paying for something that is damaged because of the weak structure, the price doesnt match at all the quality so no, I dont accept their response and I want my money back.

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

  

  Business Response

  Date: 12/30/2024

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Our office has been made aware the extended service company has addressed the customers concerns directly with them.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22723153
  
  I am rejecting this response because:
  

  Rooms To Go resolution is to send again a technician to review the sofa, which already did and mentioned the issue was due to wear and tear. I want my money back and the cancellation of the debt with them regarding the sofa (I keep paying the dinning table set), I cant continue paying for a sofa that its damaged within a year, again the price didnt match the quality of it. 

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

• Initial Complaint

  Date:12/23/2024

  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.

  The delivery guys rushed through my delivery. They messed up my floor and my is a roll out floor so you replace one piece of it. It is a more expensive roll out floor and I would have to replace the hall way kitchen and living room to fix the spot they messed up. One of drivers was tossing my couch spend in the street by his self. They were so rude and terrible handing my furniture. I showed the guy what he did and he didnt even care. I dont have the exact amount I paid but I am listing the approximate amount

  

  Business Response

  Date: 12/27/2024

  Dear BBB,
  
  We are in receipt of this complaint.
  
  With respect to our customers situation, we have reviewed the account in its entirety. The reported issue falls under the purview of the delivery companys claim office. Our records reflect the customers alleged property claim is still open and they have requested documents from the customer for further review. They will follow up with the customer once the customer has provided the information and rendered a final decision.

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

  Customer Answer

  Date: 12/27/2024

   
  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:12/21/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I visited the Rooms To Go outlet on December 19th. I entered with the goal of finding some furnishings and also decided to buy a mattress. I looked at the Tempur-Pedic mattress, which I found rather pleasant at that moment. I talked about my back pain. The mattress was rather expensive, and I felt unsure about going through with the purchase. The salesperson told me that I could buy the bed, test it out, and if it didn't satisfy me, I could return it for a refund. I did exactly that. The bed has arrived. On December 20th. I returned to the store on the 21st. I communicated to the salesperson my dissatisfaction with the bed and expressed my intention to consider other options. He went to get a supervisor, who informed me that returning the product was not an option. She stated that the purchase was final and that I was unable to return it. I let her know that I had received confirmation allowing me to test the mattress and return it for a full refund if it didn't meet my expectations. She provided the policy found on the back of my receipt. I informed her that I had never been made aware of this. This policy was not provided for my review before I signed and made a payment. Rooms to Go engages in misleading practices by initially telling customers they can return items, only to subsequently deny returns after the purchase.I will not be going back to that store. I invested around 5000 with them, and I am troubled by their business practices, which seem to mislead customers into thinking they can trial a product, only to later inform them that returning an item is not an option. I spend a significant portion of the year deployed, and I was looking to buy something nice for myself that can also assist with my back pain. I found this experience to be quite disappointing. And I hope that the next person who goes to Rooms To Go does not have to experience dishonesty.Please note. I purchased 11 pieces of furniture from them between those two days totalling $5000.00

  

  Business Response

  Date: 12/28/2024

  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,

  ******* *.

  Customer Answer

  Date: 01/03/2025

   
  Better Business Bureau:
  

  While Rooms to Go permitted me to return the mattress, my main concern was being compelled to use the $482 credit on items that I genuinely did not require. Initially, I chose sheets because I was informed that I couldn't take the credit and purchase additional furniture. I needed to utilize it for bedding.Then I found myself restricted to buying pillows, which I truly didn't require since I had already bought some before. Aside from that, I appreciate having a more comfortable bed.

  The third-party delivery service arrived 01/3 and picked up the mattress, and returned it to the store. They returned the same day with a new mattress. I am still waiting for a final zero-dollar receipt. 

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