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

  
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  Rooms To Go

  11301 Carolina Place Pkwy Pineville, NC 28134-6323

  
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  Rooms To Go

  5900 Glenwood Ave Raleigh, NC 27612-6221

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:05/27/2025

  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 some furniture and added warranty. When I filed a claim they gave me credit, and then said I have to pay taxes and delivery fees all over again. Then they gave me different amounts for credit and said they can only fulfill a claim if it is the exact amount or higher. They gave me different amounts each time, I had to ask for an extension because choosing was not easy and I couldnt afford the fees they were asking for. I dont think it is right that I have to repay taxes and delivery. Especially when I spent so much money purchasing a living room set and a dining room set.

  

  Business Response

  Date: 05/29/2025

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

• Initial Complaint

  Date:05/27/2025

  Type:Order 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.

  Hello,I have purchased a sectional from Rooms to go in *************, **. Since day one one of the reclining pieces catches/pops when in use. They have sent out 3 separate **********s and are still refusing the ***lace this piece. The first ********** who came out, determined the main frame was bent/damaged and ordered a whole new base system. The 2nd ********** who came out after the part was delivered. Refused to install the part, and claimed he can fix it. He put a ton of washers and a few other miscellaneous pieces of hardware and it did seem to fix it. Temporarily. They sent out a 3rd ********** who saw the prev techs ***airs and was confused why he didnt just ***lace the base as he had the part. He took some pictures of what was done and said he would send in his ***ort as he couldn't do anything. I assumed he was putting in for a ***lacement section or another part. I reached out to Rooms to go again, and the *** claims the last tech noted nothing wrong and they will not ***lace anything, but again, send oit a 4th **********. We paid good money for this sectional including their extended warranty. We're just getting jacked around and need some additional help resolving this before we turn to other options.

  

  Business Response

  Date: 05/29/2025

  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: 05/29/2025

   
  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:05/23/2025

  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 bought a sofa and loveseat a year ago on March of 2024 I also put insurance for three years on every item I purchased in the store Rooms To Go that day This is the third time I called to get a repair tech come to the house to check out the sofa. The first time the stitching wasopening up in the back of the sofa. The second time we hearing a wood sound like cracking sound when you sit or stand up from sofa, this was in April of this year. The tech came in said you need new cushions. He only ordered one and it takes about three months to receive I still havent received it .replaced with same ones Thats what they said so I called up to go check **** schedule They came down Thursday. They looked at the sofa. He says this other cushion as hard as a rock I said yes, but you order one order all three I need new They called me today from the room to go cause they cant cover the sulfur because its been a year in residence And you have to deal with the insurance, but the insurance company doesnt cover the cushions so I got stuck with a sofa that I cant do anything with. dont even sit on the sofa because Im paralyzed confined to a wheelchair and only **** sits on the sofa is my wife holy weighs 130 pounds and she sits on it like 2 to 3 hours a day thats it so like I told the salesman I told manager in Rooms To Go I told the repair guy out of one out of 100. I got the damaged sofa please return it so I can get a new one Im stuck with a sofa that Im still paying off and paying off the insurance also on it and they will not change it. Thats ***** giving the complaint today.And before I forget this, the repair guy the tech when he came on April 8 when he removed the cushions he saw the brand andthe brand is ***** ******** and he said oh no we have problems with his brand He said the only problems we have when we go out to repair sofa is this brand not the other ones only this brand we got problems so why do they continue selling it ?

  

  Business Response

  Date: 05/27/2025

  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 their purchase receipt. This expired in March 2025. They purchased the extended service contract powered by *********The guidelines of what is/ is not covered is outlined on the paperwork provided at the point of sale and on the website referenced on said invoice.
  

  We have reviewed the account in its entirety. ******** approved service for evaluation. The issues reported were not vendor-related defects. Therefore, their claim was denied. As a gesture of good will we ordered a replacement cushion as a 1-time courtesy. Parts take up to ****** days to ship from the manufacturer as soon as it is available. Unfortunately, we would be unable to present any other course of action due to the reasons explained above.
  

  The customer would need to reach out to Fortegra should they wish to discuss the claim denial.
  

  Thank you,

  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:05/22/2025

  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 bought a living room set in summer 2024 with an extended warranty. Within 6 months the cushion I usually sit on was showing significant discoloration, way beyond what is acceptable for a couch that new and minimally used. After I attempted to fix it or clean it to be sure it wasnt a stain, I filed a claim on the extended warranty. A man came to my house, took one look at the cushion and said that was not right and it shouldnt be doing that, tried to clean it and failed, and then told me hed put in to have the cushion cover replaced for me. Almost 2 months went by and I heard nothing so I contacted Rooms to Go in order to get a status update and to ask about buying extra covers for the other 7 cushions. I was told by *** customer service that the claim was denied as the defect was a discoloration and not a blatant stain. So not only was I not alerted to the denial, but I was denied for something that should be covered as the couch was less than a year old. I attempted to reason with customer service only to be told they wouldnt do anything about it. Not try to work with me, not reach out to the warranty company, nothing aside from quote me $44 each to order covers for the other cushions. It seems to me that is an easy thing to resolve for a dissatisfied customer and the fact that they wouldnt even escalate this issue internally and just say oh so sorry is ridiculous. I will never do business with *** again after this experience. I expect the damaged couch seat cushion cover to be replaced at no cost to me, in addition to the 8 covers I bought and paid for. For $44, thats a cheap concession for *** to make to satisfy this issue.

  

  Business Response

  Date: 05/22/2025

  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 their purchase receipt. They purchased the extended service contract powered by ********. The guidelines of what is/ is not covered are outlined on the paperwork provided at the point of sale as well as the website referenced on said invoice.
  We have reviewed the account and delivery records in its entirety. The issues the customer reported directly to ******** are not covered under the terms of the warranty we offer. They fell under the purview of the extended service contract for review, which is why they approved service to evaluate.Unfortunately, consequential damage is not considered a defect. This is why their claim was denied. We agree with this assessment; therefore, we would not be able to comply with their request of replacement. Our records show the customer has opted to purchase new casings and will be processed accordingly. Nonetheless,they are free to contact Fortegra if they wish to discuss the claim denial.

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

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23364647
  
  I am rejecting this response because it should not be on the customer to follow up with ********************* contracted business when they deny a claim in any way shape or form.  Also, again, this is a $44 cover for a cushion that is less than a year old.  It seems like a stupid thing for Rooms to Go to get this arrogant and resistant over.  
  

  I, also, did not elect to buy new covers to dismiss this issue.  I elected to buy new covers IN ADDITION TO this issue because that is how little faith I have in this couch holding up over time.

  I expect Rooms to Go to resolve this by providing the new cover I have requested, and I will not accept any resolution that does not end with Rooms to Go doing just that.  It is ridiculous how they are trying to dodge this issue, but I guess they dont care about having customers that are not only satisfied with their product but satisfied with the service provided by the business.

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

  

  Business Response

  Date: 05/27/2025

  Dear BBB,
  
  Our office understands our customers views. However, our position as outlined previously remains unchanged.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:05/20/2025

  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.

  On February 22, 2025, I purchased a king mattress and base for $5,877.01 from the above location. The merchandise was delivered on March 4, 2025. From the first night of use, it was clear the delivered mattress did not match the comfort level of the one I tested in the showroomit was significantly firmer and caused back pain and discomfort.Shortly after delivery, I returned to the store and raised this issue. I was told I had to wait 30 days before any action could be taken. I was also advised to walk on the mattress daily to loosen the coils, an unusual and clearly ineffective recommendation. I followed this advice in good faith, expecting resolution based on their instruction.I made at least three attempts to resolve this issueincluding both in-person visits and phone callsbefore ultimately contacting the store again on May 2, 2025, at which time they offered a reselect. By this point, after being stalled and misled, I informed them I would initiate a chargeback through my credit card issuer.The merchant has since responded to my chargeback with false claims, stating that I only contacted them once, never reported any issue earlier, and refused help. These claims are categorically untrue. I tried to resolve the issue multiple times and followed all of their instructions.Rooms To Gos no return after delivery policy was not consistently appliedthey themselves made an exception by advising me to wait 30 days. Their failure to honor their own guidance and the discrepancy between the mattress I tried in-store and the one delivered point to misleading sales practices and false advertising. I am requesting the Better Business Bureau to:Investigate this matter Assist in pursuing a full refund or supporting my chargeback Ensure this business is held accountable for deceptive and inconsistent customer service practices

  

  Business Response

  Date: 05/21/2025

  Dear BBB,
  
  This is in response to this claim.
  
  Our office has reached out to our customer and addressed the concerns outlined in their complaint.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:05/20/2025

  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.

  Placed an order online on Sunday, May 19, 2025. No order number was provided as of the morning of Tuesday, May 20th, 2025. The cancellation for full refund policy states that the cancellation must be made within 48 hours of the order placed. Without an order number, the cancellation is not able to be completed online and may be difficult if not impossible to complete over the ******** seems that failing to provide an order number within the first 48 hours deliberately occurs to prevent a full refund to the customer. Financing however, was approved.

  

  Business Response

  Date: 05/22/2025

  Dear BBB,
  
  This is in response to this claim.
  
  Our records reflect a purchase receipt was provided via email once the order was placed. The order # was reflected on this confirmation. We further show the order was canceled per our customers request for a refund back to the form of payment made at the point of sale.  
  
  We trust this claim is settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:05/19/2025

  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.

  Once again, another horrible delivery from Rooms to go, as you can see this is not my first complaint but will be my last as I am done with them. On May 11, 2025 we went to **************, ** location to order a king-sized bedframe, which we did find but the salesman was trying to be sneaky. He kept asking me about getting the mattress from them to which i said no I am looking at Mattress firm as they have ones in my budget at $600 so he goes oh I got one for you then showed me a pillow top one and I said this is $600 n he goes yup then goes to write us all up. When he was giving the final breakdown the mattress was $795!!!! I said *** I told you my price range and you said it was $600 and he's like nope its $795 so I cancelled that, very shady dealings. Fast Forward to the delivery everything went fine until the end, the drivers said they were not provided the screws for the bedframe and I had to call to order them for the bed to be finished. Mind you I took the morning off from work and yet they couldn't finish the putting the bed together. So after multiple calls a manager said they would overnight the screws, which they did but it was Saturday so I couldn't even call to have someone come out. I had to call twice Monday morning to get someone to come out Tuesday to finish the bed as I will be leaving for a couple weeks. This whole experience was exhausting, and I will not be doing business with rooms to go again. When I call to speak to a manager every time the customer services **** give me pushback so it's a 5-minute argument until I finally get to a manager. They act like this is my fault that the screws were not sent. One manager's solution was for me to go buy the screws, why should I have to do that? Just a poorly run company.

  

  Business Response

  Date: 05/20/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  The account has been reviewed in its entirety. Our records reflect a resolution has been provided to the customer and their concerns are in the process of being addressed.
  
  We trust this claim is settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23348593
  
  I am rejecting this response because:  this is not my first issue or BBB complaint against rooms to go and their delivery issues. I had to take half a day off on Friday for my bed to be delivered only to be told they didnt have all the parts. Then today 5/20/2025 I had to take another half day off to wait for the technician to come complete the bed. How is any of this acceptable? I had to use time off from work and your response is that since my situation has been resolved theres no issue? What if you had to take consecutive days off work for a delivery that only needed one day? You guys give a 4 hour window so Im fine with taking my half day Friday off, but for me to use a personal day on Monday so your company could fix what they screwed up on Friday is unacceptable. And look at my past disputes your delivery team last year had the same issue.  So I would like half off my order for the inconvenience and the personal time I had to take off from work due to your companies incompetence.
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 05/27/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Expeditious actions were taken in order to resolve our customers concerns, which were addressed. We offer many delivery days in their area Tuesdays- Saturday and service is offered Mondays-Saturdays. Therefore, a less time-constrained date may have been chosen by our customer if needed. In view of this, we would be unable to present any monetary accommodation due to the reasons explained herein.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23348593
  
  I am rejecting this response because: you are not addressing the situation or just ignoring the facts, the delivery date we picked which was Friday May 16th.  The delivery drivers arrived without the screws to put together, so we had to have the screws sent to us then I HAD TO TAKE ANOTHER HALF DAY OFF WORK ON TUESDAY MAY 20th FOR A TECH TO COME FINISHED THE **** If you think this is acceptable then you business needs better leadership, as it took me multiple calls on Friday to get this done and speaking to management. How about  you listen to the calls?

  I dont understand how you dont take any responsibility for the drivers arriving Friday to fix the bed without the correct parts, then I had to take another half day off for them to come fix it. How would you feel if this happened to you? Dont tell me about how you offer days for delivery when thats not that issue. 
  

  iYou dont even have the decency to call me or admit your mistake. Pathetic response, I work for a Fortune 500 company and the type of response you gave would get me fired. You are not even focusing on what my complaint is about. 

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

• Initial Complaint

  Date:05/18/2025

  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 have very bad response from rooms to go regarding our order shipped. When we order we include shipping and set up which we told our sells *** because its big order, but its came they say its only dropped off , so try to contact our sells *** but she is not there and some so call manager ****** is so rude regarding this issue and not let us to talk our sales ***resentative and he told on phone if I dont listen and pay money he is going to hang up my phone and he did. He told us my sales ***resentative is not coming for work and he doesnt know when she come back so you need to pay. This is very disappointing that we spent 15k on one order but manager doesnt care for customers

  

  Business Response

  Date: 05/29/2025

  Dear BBB,
  
  We are in receipt of this customers claim.
  
  In regards to their situation, the account is being reviewed with the corresponding showroom management team. A follow up will be made with the customer once matter(s) are concluded.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:05/16/2025

  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 from Rooms To Go in ************ ** in July 2024 along with a Fortregra 3 year warranty that the salesperson said it would cover everything since I was concerned about the white fabric. My couch is turning blue in various areas of the couch. I was told the warranty does not cover discoloring issues. It is obviously a manufacturer issue. The store will do nothing because it is passed 90 days which this issue did not show up till now.I am surprised they did not put in a complaint against the manufacturer which they told me was ****** in *****. No interest that this happened to us. My neighbors were shocked that I was not offered any solution and frankly so am I.

  

  Business Response

  Date: 05/20/2025

  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 their purchase receipt. This expired in July 2024. They purchased the extended service contract powered by ********. Their guidelines of what is/ is not covered is outlined on the paperwork provided at the point of sale and on their website.
  At this time, service approval is solely under ********* purview. Unfortunately, the reported issue is not a vendor related defect nor accidental damage. It is considered consequential; therefore, Fortegra would not cover. Since date of delivery in 2023, we show no issues reported of this nature until now.We regret we would be unable to present any course of action.

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

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23338761
  
  I am rejecting this response because:the whole couch is turning.  Someone I know who owns a furniture store is coming to look at the couch. She said a $3,000 couch should not change color in less than two years. It is a fabrication issue which would be a manufacturing issue. She said they should have done something. I have a couch here that is 20 years old that looks much better than this. I guess the public should know that Rooms to Go sells substandard furniture. I will let you know the findings. A friend of mine has a recording from a sales *** from that store stating that everything is covered for 3 years but I need to find out if that would be allowed by law to use.

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

  

  Business Response

  Date: 06/02/2025

  Dear BBB,
  
  We are in receipt of the latest inquiry.
  
  Please note the terms of the 1year warranty are clearly printed on the purchase contract our customer signed and agreed to at the point of sale.The terms of the extended service contract are also outlined and provided to our consumers at that time for their review at their convenience.
  Unfortunately, our position as previously stated remained unchanged.

  Respectfully,
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:05/16/2025

  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.

  Dear Rooms To Go Customer Service,I am reaching out regarding my recent mattress purchase and the replacement process due to a defect. While I appreciate the opportunity to exchange the defective mattress, I am extremely disappointed with the unexpected charges being applied to the replacement.When I originally purchased the mattress, the adjustable bed frame was included at no additional cost. However, I have now been informed that part of my payment for the original mattress is being redirected towards the replacement, and I am being charged separately for the adjustable bed framedespite it being part of the original promotion. This adjustment is completely unfair and does not align with the terms of my initial purchase.Additionally, I have been informed that I will need to pay $99 for pickup and delivery of the new mattress, as well as purchase another mattress protector. As a loyal customer who consistently shops at ********************** for ********************, I find these additional charges unreasonable. The full amount I originally paid for the mattress should be applied toward the replacement, and I should not be required to repurchase accessories or pay excessive fees for a defective product swap.I kindly ask that this matter be reviewed immediately and that the appropriate corrections be made to ensure fair treatment of a valued customer. I would appreciate a prompt resolution and an explanation of how this situation will be rectified.

  

  Business Response

  Date: 05/19/2025

  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: 05/20/2025

   
  Complaint: 23338608
  
  I am rejecting this response because:
  

  I appreciate your response regarding my claim; however, I must address a critical issue in your explanation. The invoice provided does not reflect the promotional details you outlined, nor does it indicate that the adjustable base was a free upgrade. Based on the documented transaction, the full amount I paid should be applied entirely to the reselection of my new mattress. 
  

  
  Given these discrepancies, I find your practices misleading and request that the full amount be credited towards my reselection without additional charges. I expect transparency and fairness in this matter and trust that your company will honor the accurate record of my purchase. 
  
  Please confirm how you will proceed
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 05/22/2025

  Dear BBB,
  
  This is in regard to the latest reply.
  
  Our office has reached out to our customer and has provided information addressing their concerns. We are abiding by the guidelines outlined under the terms of sale located on the invoice they provided your office. Unfortunately,we are unable to comply with their request.
  
  Respectfully,
  
  
  ******** *.
  Presidential Assistant