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

  
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  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:12/15/2024

  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.

  My wife and I went to the ************ location on ************** on the evening of Black Friday. We found a couch and barstools on display that we liked. We told the gentleman who was assisting us that those were what we wanted. Mentioned how the sleeper function on the couch was the only reason we wanted it. We bought them then and there. No problem. Delivery day they get the couch put together and the bar stools inside and realize the barstools are not the right size and the middle section of the couch was not correct. The sleeper pullout function was not on the couch. They told me to get with them and they would fix it. I then called customer service, as instructed, and she said that she saw the wrong couch was delivered and said she saw the sleeper was in their system and what was supposed to be delivered. She said that the correct size barstools were delivered as per their system, and that it must have been a mistake when the salesman typed it in.. she then directed me back to the store. From there, I spoke to several different people all saying something different. then yesterday I spoke with someone and she said that the chairs were set to be delivered on the 19th. I told her about the couch situation and she told me to hold on and that she would take care of it and told me that the couch section would also be delivered on the 19th as well and apologized for the confusion. Then I get a call today from the head manager woman who then tells me that they are not delivering the couch and that I now have to pay an additional charge. She said it was normally $300 additionally to get the sleeper. And that they would meet me halfway and I would only have to pay an additional $150. The whole experience has just been super unprofessional and people have been rude when Ive expressed my displeasure. I do not feel right about paying more money for something that we had already agreed on in the store. If they made a mistake on typing it in that is not my fault.

  

  Business Response

  Date: 12/16/2024

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

• Initial Complaint

  Date:12/13/2024

  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.

  Extremely Disappointed with Rooms to Gos Return Policy On November 30, 2024, we purchased a sofa and a console table, and the delivery was made on December 11, 2024. While the sofa fits perfectly in our home, the console table turned out to be far too large for the space we had planned for it. It blocks the garage door, making it unusable. Unfortunately, the delivery team left so quickly that we didnt have enough time to realize the issue and request they take the console table back with them.We contacted the store immediately to explain the situation, but we were told that returns are not allowed after delivery and placement of the furniture. Instead, we were offered an exchange. We carefully searched both in-store and online, but we couldnt find any product that would fit our needs or taste. At $900, this is a significant purchase, and we feel it is unfair to be forced to keep an item that doesnt work for our home.After speaking with Rooms to Gos corporate office, we learned that exceptions to the return policy can be made at the store managers discretion. However, when we reached out to our local store, our request was denied without much consideration. We feel deeply frustrated by this lack of flexibility and the unwillingness to find a solution that prioritizes customer ********************************* has always been known for quality products and customer service, but this experience has been extremely disappointing. We are asking for an exception to the return policy in this case, as the console table is completely unusable in our home. Allowing us to return the item, even with a restocking fee, would demonstrate that Rooms to Go values its customers and is willing to act fairly in unique situations like this.We hope you will reconsider and work with us to find a resolution that is fair for both parties.

  

  Business Response

  Date: 12/16/2024

  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

  Customer Answer

  Date: 12/21/2024

   
  Complaint: 22686114
  
  I am rejecting this response because:

  On the 16th, we submitted the photos they requested as proof. On the 17th, after confirming they had received the proof, they asked for 1-2 business days to provide an answer. Today is the 21st, and we still havent received a response.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 12/23/2024

  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 an agreement has been reached.
  
  We trust this claim is settled.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:12/13/2024

  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 had visited the store multiple times looking for furniture however I knew with having pets that I shouldn't spend the amount of money on furniture with the potential of it getting damaged. We met a sales specialist (female, Latino, long hair and nails) I unfortunately cannot remember who her. She and showed us the couch that we really liked but when I mentioned to her that I have pets and shouldn't spend that much she said "Oh well that is why you get the warranty." I stated- "Yeah but that isn't going to cover pets." and she responded "Yes it does that is why it is so great and worth the money." I then stated- "So if my dogs scratch or chew it will be covered?" She then stated "Yes" and then told a story about some other client who had the same issue. I was completely shocked and surprised that a company would have a warranty like that and felt obligated to really consider this. My husband and I went home, talked it out and then decided to spend the money. Fast forward...guess what. No it does not cover the furniture with the pets and no the warranty company will not do anything about it. I was told that a manager would call me back in 24 to 48 hours. If it takes that long for a call, how many other complaints must you be handling for fabricated sales tactics of employees trying to get commission? The warranty company said she apologized and that if I no longer wanted to work with Rooms To Go that was my decision and she respects that. What she has wrong is that my decision is influence by how they handle this situation. I want my items replaced and then going forward, would understand that the warrant does not cover the above items. I expect honest individuals who work hard for their earnings, not falsifying information to get your purchase. As someone who works in sales, I also understand that this can be fixed. It is whether the company wants to do it or not and how they care for their customers. I was lied to about the warranty and spent extra money.

  

  Business Response

  Date: 12/17/2024

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

• Initial Complaint

  Date:12/12/2024

  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.

  Purchased a very expensive couch on the online sales on Nov 30th 2024. The couch was delivered the 4th or 5th of December. Upon receiving the order the wrong piece was sent to us. We were told we have to wait a week to get the "wedge" item. Delivery day for the wedge December 12th. The piece we received accidentally we ended up buying because we liked it! Well when they delivered the wedge they took that piece if furniture I PAID for! Called customer care, sales **** the store not a single person tried to help! I spent $800 for that piece of furniture only for them to remove it right out of my home with a PURCHASE RECEIPT i had! This is unacceptable now the delivery drivers refused to bring it back after being contacted. Now i have to wait an additional week for the couch piece i had in my living room and paid for! Absolutely ridiculous worse customer service and so much money spent! Can someone actually contact me that can resolve an issue!!!!

  

  Business Response

  Date: 12/13/2024

  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.
  
  We trust this claim is answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:12/12/2024

  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.

  In mid October we ordered a couch and a chaise from a ******** location , they use ** **** to deliver, during delivery they damaged our property and now giving us the run around not trying to give us any resolution

  

  Business Response

  Date: 12/13/2024

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Our office would be more than happy to research our customers situation; however, we are unable to locate an account under the information they provided your office.
  
  Please have them provide you with their order number and primary account phone number in order for us to investigate this matter further and proceed with a prompt response.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:12/12/2024

  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.

  Made a purchase on 11/29/24, Rooms to Go has failed to complete the order. First attempt was 12-7-24, dress was damaged and the trundle bed was wrong color. Second attempt today 12-12-24. Dresser replaced NO TRUNDLE BED, I refuse to take off anymore time for work to accommodate the deliveries. I want to discount across my entire order for the failed delivery attempts. I am I 100 percent disabled veteran, I paid in full and Rooms to Go has STOLEN FROM ME and my FAMILY. Still to these days I don't believe I will get the trundle bed. This was my daughter first new bed and has been the worst experience in my life shopping. NEVER AGAIN. NEVER will I shop here. So unprofessional, and corporation of thieves and deception.

  

  Business Response

  Date: 12/13/2024

  Dear BBB,
  
  This is in response to this claim.
  
  Our company has spoken to the customer directly. Appropriate actions have been taken in order to resolve the furniture issues and address their concerns.
  
  Thank you,
  ******** *.

• Initial Complaint

  Date:12/12/2024

  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.

  Me and my wife ****** ********* visited the store on 11/23/24. Our salesman was very nice and knowledgeable. We decided to make a purchase of a king mattress, adjustable base, 2 pillows (we were under the impression they were buy 1 get 1 free). mattress protector, delivery and warranty. We were told that it would be delivered and our old mattress hauled away before thanksgiving. The delivery guys showed up as planned on 11/27. They said they do not remove old mattress, it is another team that does that. They never even looked at them. They rushed out the door and were gone. We immediately called and spoke with corporate office within 5 minutes of them leaving. Then we notice the new mattress has stains on it. While on the phone with corporate they advised the cost of pillows were different than the store quoted and that the delivery team should have taken mattress. So with all our family doing thanksgiving at our house we had a box spring and mattress in the kitchen because we had no place to put it. They said they couldn't do anything and the store had to handle it. We were told a replacement mattress would be brought 11/30. It never showed. After we spent appx 3 hours on the phone between the store manager **** and corporate the issue has not been fixed. Probably the worst customer experience i have had in a long time. We have requested everything be picked up multiple times and we will do business somewhere else.

  

  Business Response

  Date: 12/20/2024

  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 has provided options in order to resolve the complaint. An agreement has been reached with the customer and their concerns addressed.
  
  We trust this claim has been settled.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:12/11/2024

  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.

  I ordered 6 dining room chairs and 4 barstools on 11/11/2024. Upon delivery I opened all the boxes and all but 2 of the 10 items were damaged. I called rooms to go and they had a representative email me from the special orders team. I emailed pictures of all the damage on 11/20 and no response. I have followed up via 8 emails and they will or respond. I have made at least 6 calls to customer service with nothing but the run around. I called today 11/10 and the team that said they would help me sent me back to the original special orders team and same representative that hasnt responded in 4 weeks. This is unacceptable I am living in a house with a family of 5 with 10 boxes in the way with no indication of any help from rooms to go whatsoever. Please help!

  

  Business Response

  Date: 12/12/2024

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

• Initial Complaint

  Date:12/10/2024

  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.

  Purchased a bed frame that came special order to my house. Delivery driver clearly noted damage to one of the boxes. One of the main side frames was damaged. Called rooms-to-go and they sent out a repair man who then puttied the crack which was near the s**** holes that hold the bed up. After he left the frame cracked again where he puttied it. Rooms to go is refusing a refund or a replacement side frame.

  

  Business Response

  Date: 12/12/2024

  Dear BBB,
  
  This is in response to this claim.
  
  Our records reflect our customers concerns have been addressed and matter with their furniture resolved.
  
  We trust this claim is settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:12/10/2024

  Type:Delivery 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 ordered ****** Trace white dining chairs on 11/20/24 from their website.The description o their website clearly says white.The chairs were delivered on 11/30/24 and they were sliver gray.They rescheduled the white color for delivery on 12/10/24.On 12/10/24 they delivered silver gray chairs again and the delivery people wouldnt take the silver gray chairs delivered on 11/30/24 back.Their customer care **** said that the website was incorrect and the chairs didnt come in white as their website states I told them that I couldnt use the silver gray ones and they need to pick them up asap because I wasnt going to take off a third time.

  

  Business Response

  Date: 12/11/2024

  Dear BBB,
  
  This is in response to this claim.
  
  Our records reflect the issues have been resolved directly with our customer and their concerns addressed.
  
  We trust this claim is settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22667496
  
  I am rejecting this response because: Rooms to Go has not emailed or called me at all with how they are going to refund my money back. They need to contact me because they have picked up both of the incorrect merchandise deliveries. 
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 12/16/2024

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

  Customer Answer

  Date: 12/17/2024

   
  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,
  
  ******** *******