Complaints
This profile includes complaints for Rooms To Go's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,675 total complaints in the last 3 years.
- 424 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/09/2024
Type: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.
Went to the showroom store to purchase a sofa and a matching rug. Was told the color of the sofa that I preferred was not going to be in stock for another two months so I was persuaded to go with another color. Was not told explicitly the terms of the payment agreement or the cost of the items that I was purchasing. After getting home and looking over the final cost, I ended up canceling the rug and other promotional items that were described to me as discounts. A few days after the couch was delivered, I went to the outlet to purchase a dresser, which I found and purchased but also ended up finding the couch that I actually wanted in the color that I originally wanted. I explicitly stated to the salesman that I had already had the original couch delivered, but he told me I could work around that and could do a reselect option. I was told I could have the original couch picked up and have the new couch that delivered. So contingent on what the salesman told me I made the purchase. Upon returning to the main showroom to schedule pick up of the original couch, I was told by management I could not do what the other salesman told me. The manager told me that he would check into the matter and get back to me within two days, knowing their policy Is a 48 hour window of 100% refundable items. After being convinced, there was nothing I could do to get the lesser costing couch, which was the one I wanted, I ended up canceling that couch from the outlet and focused on the delivery of the dresser. When I called to set up the delivery of the dresser, I was then met with the miscommunication of having to come to the store to authorize the delivery. They refused to allow me to authorize the delivery over the phone, even though I told him I live almost an hour away. The sales staff from the showroom and the outlet store have been very misleading, Communication has been extremely poor, and unaccommodating to say the least.
Business Response
Date: 12/12/2024
Dear BBB,
This is in response to this complaint.
We have been made aware that a resolution has been agreed upon with our customer and their concerns are being addressed.
We believe this claim is settled.
Thank you,
******** *.
Presidential AssistantCustomer Answer
Date: 12/13/2024
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:12/09/2024
Type: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.
Furniture defective 2nd replacement Guardian and Rooms(auth# ********** / **********) to go refuse to approved replacement via reselection for furniture that is poorly made and will continue to fail We have had power furniture for 7 plus years and still working just like the day is was deliveredBusiness Response
Date: 12/11/2024
Dear BBB,
This is in response to this claim.
Our records reflect the customers concerns have been addressed and issues resolved.
We trust this claim is settled.
Sincerely,
******** *.
Presidential AssistantInitial Complaint
Date:12/09/2024
Type: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.
This complaint is in reference to order # *********. I am very disappointed with the condition of the dresser. It looks like the dresser has been used before. The materials are not clean. Its smelly. One side of delivery box was unsealed indicating this item has been opened/used already. Wrapped in plastic is another indication this item was unsealed more than once. I emailed this complaint to *** on 12/6/2024 @ approximately 3:00 pm EST; and requested a return/refund. I sprained my left wrist attempting to move the dirty box from the home to garage area. I am not able to return this item to nearest store. The refund email request was sent to all of their email accounts including special_orders and customer service. Over 48 hours & no one has responded. Picture attachments were included.This purchase caused me to miss out on a legitimate dresser at a competitors store. This item weighs over 70lbs. Do you know what it took to drag this bogus piece of dresser inside of home from porch; and later to garage?Business Response
Date: 12/10/2024
Dear BBB,
This is in response to this claim.
Our company has reached out to our customer and have addressed their concerns directly.
We trust this claim is settled.
Sincerely,
******** *.
Presidential AssistantInitial Complaint
Date:12/07/2024
Type: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 two couches, a coffee table and end tables in May 2024. I received delivery of all items in September, however, the coffee table was damaged, and the legs were broken off. Rooms to Go sent another coffee table a couple of weeks later, and it arrived damaged. The third coffee table that was delivered also had damage, and I was told that they would send someone to fix it. They did. Upon arrival a few weeks later, he stated that the veneer was breaking off, and when he went to touch it to see if he could repair it another piece of the "wood" fell off. I was told they would ship me a new coffee table. A few weeks later the fourth coffee table arrived damaged, and the delivery staff took pictures and took the coffee table back. I received a call from *** and was told they would not be replacing another coffee table and I could come in to pick something out of equal value. Upon arriving at the store, and looking at the floor sample that I had chosen from, I stated to the sales person this does not look like the table I am receiving. They determined that the table I am receiving is not the same quality or made by the same manufacturer, and has a different SQU. I asked for my money back as they did not have any other tables that were in the same size/design. I was told I could only get a store credit. I explained that if I can't get the same table I picked and paid for, I wanted a refund and the store has refused. I dont need an instore credit, I need a coffee table! I feel I have been baited and switched, and they are still selling the same coffee table I chose, but delivering a different quality and type of wood table. I am being advised the table is now being made from refurbished wood, which is not what the in store sample is.Business Response
Date: 12/12/2024
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. The customer is to advise them of their decision.
We trust this claim has been answered.
Thank you,
******** *.
Presidential AssistantInitial Complaint
Date:12/06/2024
Type: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 mother purchased a leather recliner on November 19th.. On December 5th, the electronic recliner activated on its own and resulted in my elderly mother landing on the hard tile floor. She had to be transported to the hospital. When Rooms to Go was contacted, i was informed they have a 'no return' policy and she is welcome to choose another recliner from their showroom after they send out a tech in a week to see if the recliner is actually defective. The chair landed her on the floor again this morning. She's supposed to use this chair for an entire week and chance another accident. She is 76 and I'm worried she might break a bone from falling out of this chair. I've contacted the customer care call center and could not get an earlier tech appointment or any other resolution. Her name as the purchaser is **** ******* and lives in *****************, **.Business Response
Date: 12/12/2024
Dear BBB,
We are in receipt of this complaint.
Our office has spoken to our customer and are in the process of addressing their concerns.
We trust this claim is settled.
Sincerely,
******** *.
Presidential AssistantInitial Complaint
Date:12/06/2024
Type: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 sectional sofa, within 12 months the sofa started to break. I called for RTG to replace the damaged sections. It was approved, but a few months later I was told the **** was discontinued and i would need to pick a new sofa. I did not realize at that I had only 30 days to choose a new sofa. When i called in about details i was told i had 30 days, but no worries they would extend. I tried to make it into the store to reselect, but we were outside of the country. I figured i would just call in when we returned to reselect being that the furniture has a 3 year warranty. No where on the paperwork i received stated i only had 30 days. We are in town for the winter and i went in to pick a new sofa. I was told i needed to go to the extended warranty company. I called them, and they said since *** approved, it was pre-exiting and i needed to go to them. I called *** and they said too bad since i did not reselect in 30 days. If i would have known the 30 day window was a 1x option i would have made it a point to figure something out. I picked a new sofa that is costing $2k more, but now i do not want to purchase anything from ***. I am asking that *** honor their initial request and apply credit from my old sofa to the new sofa so that i can replace the damaged section.Business Response
Date: 12/10/2024
Dear BBB,
We are in receipt of this complaint.
A resolution has been agreed upon with our customer and we are in the process of addressing their concerns.
We trust this claim is settled.
Sincerely,
******** *.
Presidential AssistantInitial Complaint
Date:12/05/2024
Type: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 are long time customers of ********************. We love the quality of the furniture. Our Noah ***** has held up so well along with bedroom furniture, etc. We even recently purchased a full living room suite (I believe the ******** leather reclining suite-complete with *****s, lamps and rug) for my mom who lives in ********. She came down and was in a showroom and couldnt stop talking about it. We had to have it delivered to our home in ** and then we drove it to ********. Most recently we purchased a sofa set for our college kiddos. Received a delivery window the day before of 10am-2pm. We are extremely busy and its hard to pin down busy college kids for several hours during the day especially so close to finals. I pushed aside some things with work in order to be home during the timeframe. Unfortunately the customer service fell way short this time. No one called to inform us that they were extremely behind. In fact, the link to track delivery wasnt working correctly and we didnt receive a call until 5 min before arrival. By this time it was over an hour late and I had to meet with a client that Id pushed back. Since no one else could be home, our property management team is good about accepting deliveries for residents. They accompany the drivers to the unit and wait while they make the delivery and then lock up. So, I informed the driver of this. He said ok and asked if I could let them know that he was 5 min away. I had also texted him the info. Shortly after that, I got a call from another guy at the warehouse who said that our property management team wasnt sufficient. I informed him that Id been home waiting during the block and no one informed me that they were behind. He made another call and told me that he could come back another day and he offered tomorrow. I asked when I would receive the window and he told me once the guys returned. Its almost 9pm and Ive not heard from anyone. This is so disappointing especially since I lost 4 hours of time.Business Response
Date: 12/11/2024
Dear BBB,
We are in receipt of our customers claim.
Please express our apologies for any misunderstandings or inconvenience experienced.
Delivery is a service we offer for our customers convenience. Please note that delivery is all-day with an estimated 4-hour window.Due to unforeseen circumstances drivers may run earlier or later.
We have reached out to the delivery company for more information and was advised the customers 3rd party was not going to be able to accommodate the furniture set up time. In view of this, appropriate actions were taken thereby finalizing delivery the next day.
We believe this claim is settled.
Thank you,
******** *.
Presidential AssistantCustomer Answer
Date: 12/11/2024
Complaint: 22647666
I am rejecting this response because: the matter was handled very unprofessionally. After not providing correct delivery information on the original day and arriving later, after the window when I had to return to work, the driver told me to have my property management *** to meet them at the unit. After doing so, the delivery manager called to say that they could not accept deliver on my behalf. He then informed me he could redeliver. When I asked when we would know what day that would be, he told me that he would have to wait until later after the team returned back to figure that out. I never heard from him again. The next day, I called his direct number several times with no response. I finally received email notification that delivery would be that day. It was too late for me to make work arrangements and again I had a worker be there. That delivery team had no issue with meeting the worker! So this was a waste of time when they couldve did the same thing the day before. Unfortunately, it seems *** no longer cares about customer service or loyal customers for that matter. Noted and will keep this in mind for future needs.
Sincerely,
***** *****-******Business Response
Date: 12/12/2024
Dear BBB,
Our office understands our customers views. Unfortunately,our position as outlined previously remains unchanged.
Respectfully,
******** *.
Presidential AssistantInitial Complaint
Date:12/05/2024
Type: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.
Purchase Date: 02/18/2024 Item Purchased: Sectional Sofa with Guardian Protection. Sales Person: ****** ****** When purchasing the couch, I told the salesperson that I have 2 dogs and 2 cats. He stated that I should get the guardian protection to cover pet damage. With the protection plan theyd repair the damages. Well I found out today when I submitted a claim that pet damage is not covered under that. This is not my first incident with them and will never purchase any products from them again. Their customer service is horrible. I can say their corporate office rectified my first issue but that was after I did a BBB complaint. Their salespersons need to be more educated on their products and what is offered, instead of getting the sales commission.Business Response
Date: 12/06/2024
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 are not vendor related; therefore, we would be unable to offer any course of action.Thank you,
******** *.
Presidential AssistantCustomer Answer
Date: 12/06/2024
Complaint: 22646540
I am rejecting this response because:
The salesperson specifically told me that purchasing the guard protection would benefit me because I have pets. I would not have purchased the plan if it didnt. There was no point of having it. I was trusting what your salesperson told me as being correct and it wasnt.Your establishment is the only business *** had these many issues with. From reading previous complaints, Im not the only one. Very surprising that youve stayed in business this long with such horrible customer service.
Sincerely,
******* ******Business Response
Date: 12/12/2024
Dear BBB,
This is in regards to the latest reply.
Our office has reached out to our customer and have addressed their concerns.
We trust this claim has been answered.
Sincerely,
******** *.
Presidential AssistantCustomer Answer
Date: 12/12/2024
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 by canceling my guard protection.
Sincerely,
******* ******Initial Complaint
Date:12/05/2024
Type: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 guardian extended warranty with ***. The loveseat recliner is defective internally, mechanism rattles, and protrudes through leather causing discomfort, unable to sit in seat due to mechanical failure. The loveseat is a triple power reclining sofa. Began claim in Sept. 2024 through ********, (their warranty issuer). *** require techs to come out 1st. Unfortunately technician x2 was only able to put WD-4 lubricant on recliner to quiet the squeaking noise from inside. This did not fix the problem, Since Sept. 2024 no resolution has been offered. I want this recliner replaced since I paid for extended warranty on manufacturer defectiveness.Business Response
Date: 12/06/2024
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 as of February 2024. Our customer purchased the ****** extended service contract powered by ********. Our records reflect two different services were completed under the guidelines of the service contract.
We would be unable to offer any course of action given the furniture is solely under the purview of ********* guidelines. The customer is would need to reach out to Guardian directly if they wish to dispute the denial.Thank you,
******** *.
Presidential AssistantCustomer Answer
Date: 12/07/2024
Complaint: 22646512
I am rejecting this response because:The 2 services that you provided were not the necessary services. The technician applied WD-40 lubricant to leather furniture, and informed me that the broken manufacturer's defect was out of his scope to fix, RTG did this non-service move and listed it as a service that corrected the error when that wasn't trueful. Guardian informed me on yesterday, DEC 5, 2024, that *** makes the final call on whether or not to replace defective merchandise. Their resolution department said that *** is able to exchange/replace this defective furniture, not Guardian. I purchased the extended warranty to address these issues. Please honor that warranty.
Sincerely,
***** *******Business Response
Date: 12/13/2024
Dear BBB,
Our office understands our customers views. However, ********************** would only be able to provide a course of action within the 1year warranty period. The extended service company denied the claim as there are no vendor related issues with the furniture. Actions taken by service representatives were done as a gesture to satisfy the customers complaint. Unfortunately,our position as outlined previously remains unchanged.
Thank you for your understanding.
Sincerely,
******** *.
Presidential AssistantCustomer Answer
Date: 12/13/2024
Complaint: 22646512
I am rejecting this response because:The recliner has mechanical DEFECTS. The motor which controls the air pressure, inflating the ******** to apply pressure and then deflating them to release it, IS BROKEN.
RTG will not admit to that. The defective love seat failed after that 1 year warranty. I am a disabled veteran with disabilities one of which is chronic back pain. My need for this recliner was not to have it be defective after one year and that is why I purchased a 3-year warranty, I was mislead by *** and will take this to media and other corporate resources. I didn't need a gesture of pouring WD-40 onto an over $2,000 leather loveseat recliner how disrespectful that it is even mentioned.
I shall continue to pursue this injustice. RTG mislead, lied and has caused me severe mental and physical trauma, but they were very happy to take my money! I hope the rest of the furniture doesn't fall apart as this defective recliner has done.
Extremely disappointed!
Sincerely,
***** *******Initial Complaint
Date:12/04/2024
Type: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 couch from Rooms To Go (along with several other pieces of furniture) as a wedding gift from my family. We received it in August of 2022. We have recently moved into a new home and have started to use the couch more frequently, and within only a few months of sitting on it, the entire couch has started to slant inwards and the frame of the couch is bending on one side. When purchasing the couch, I also spent $155 on a 3 year warranty. I filed a claim on the couch through Guardian furniture, and Rooms to Go sent a technician to my home to look at the couch. Within five minutes of looking at the couch, the Rooms to Go technician stated that the frame of the couch is damaged and that the whole couch will need to be replaced. We were told Rooms To Go would be reaching out within 5 business days to arrange our replacement. Instead, Rooms To Go let us know that they would need to pick up our couch, work on it for 14 days, and return it after repair. This is after being told that the frame damage is unable to be repaired. After speaking with 3 different Rooms to Go representatives as well as 3 different representatives of the Guardian furniture protection company (the warranty we purchased through Rooms To Go), we have been told there is simply nothing they can do besides to attempt the repair and that a replacement is not possible without first attempting to repair. I have a 4 month old baby at home, no other furniture in my living room, and will have an empty living area around the holidays for over two weeks with nowhere to sit. I ordered about ***** dollars worth of furniture from Rooms to Go when I got married and my family has always been loyal to Rooms To Go, so I am beyond disappointed in the lack of customer service and not fulfilling their promises to us.Business Response
Date: 12/05/2024
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. This expired in 2023. The furniture is under the terms of the extended service contract they purchased.
Our office has reached out to our customer and are in the process of addressing their concerns.
Thank you,
******** *.
Presidential Assistant
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