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

  7035 US Highway 19 N Pinellas Park, FL 33781-4609

  
• 

  Rooms To Go

  4800 S Cleveland Ave Fort Myers, FL 33907-1320

  
• 

  Rooms To Go, Inc.

  8315 Kingston Pike Knoxville, TN 37919-5450

  
• 

  Rooms to Go

  601 Market CT Myrtle Beach, SC 29577-9643

  

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:12/04/2024

  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.

  On November 8th, a service tech came out and said he had to replace the electronics on the couch, and it should be a couple of weeks before the replacement parts were delivered. On December 4th, I called, and they informed me it would be 90 days for the replacement parts. This was not due to any damage. It was due to product failure.

  

  Business Response

  Date: 12/04/2024

  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 for repair or replacement at our option.
  
  Our records reflect the appropriate actions have been taken on their account in order to repair the furniture under the guidelines of the warranty.
  
  We believe this claim has been answered.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:12/04/2024

  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.

  Weve been loyal customers for years, having spent over $10,000 on living room and bedroom furniture. However, our recent dealings regarding the replacement of a faulty couch have left us frustrated.Less than a year after purchasing a living room set, the couch began to fall apart. After contacting the store, the store manager was helpful and replaced the couch within a week, which I appreciated. However, less than two years later, the couch broke down again. A repair technician visited our home and determined that a part was needed, but I was subsequently informed that the item couldnt be fixed, and I would need to return to the store for a replacement.While I used the extended warranty to recover most of the cost of the replacement, I still had to contribute additional funds to purchase a set that was similar to the original, as the original couch model had been discontinued. I understand that product lines change, but the new set was not an identical replacement, and we are satisfied with the new set.The problem is I was charged an additional $129.99 for delivery. I spoke to a manager about this charge, explaining that this was a replacement for a faulty item, and I didnt believe it was reasonable to be penalized further. Despite my concerns and our history as loyal customers, the manager refused to waive the delivery fee. I felt that the situation was not handled in a way that reflected my long-standing patronage.This situation has left a sour taste in my mouth, especially since I had to spend an additional $1,500 to replace a faulty couch, only to be hit with an additional delivery charge. Had you still carried the original series or been able to offer a replacement part, this situation would not have escalated. Instead, I feel like we were taken advantage of in a scenario where we had already made every effort to resolve an issue with a product you had to offer.

  

  Business Response

  Date: 12/05/2024

  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

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22637780
  
  I am rejecting this response because:
  Here is the order where the new charge is on. 
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 12/09/2024

  Dear BBB,
  
  This is in response to this claim.
  
  All appropriate actions have been taken on the customers account. We have addressed the customers concerns.
  
  We believe this claim has been answered.
  
  Respectfully,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22637780
  
  I am rejecting this response because Room to Go continues to stand on it being someone elses problem. They could not repair the furniture so we had to buy new, so they received a second payment over $3000 but that was not enough, they saw an opportunity to add another delivery charge and took it. $129.00, I just thought they would value their customers more than tat but they showed what they really value.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:12/04/2024

  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.

  I waited for the delivery all day and i take a day off from work on main time a keeped eyes on tracking delivery showing i am the next stop time for delivery between 10 to 12 pm after that is 1 till 3:30 after that suddenly when i look it out the tracking showes contact customer service, i called then they told me we are sorry the truck is back to the warehouse!!!!! and now i dont have any furniture and the next delivery day is december 12. plus i lost one whole day of work. I would like to have them reimburse me my lost wages and free delivery as soon as possible. I need the furniture which was scheduled for Dec 3rd. They assured me that they are alaways punctual. I waited 20 days for dlivery then took off wor to wait for them. I need furiture delivered asap and a precise date and time because I can't lose more wages.

  

  Business Response

  Date: 12/11/2024

  Dear BBB,
  
  We are in receipt of this complaint.
  
  In regards to this situation, our company has reached out to our customer in order to discuss the issues and have left messages for a return call. We will be happy to address their concerns as soon as we have heard back from the customer.

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

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22637316
  
  I am rejecting this response because:

  its not true no body called me and you can check my voicemail too !!! Nothing and the second day of the delivery we went to the main store and the manager told me he sold my living room !!!! Its  crazy no he didnt even say sorry and I tried to explain for them that i dont have living room anymore!!!!!! And his response was we can send another one but not before 
  February. Its been so rude and unprofessional and  dis-respectful.

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

  

  Business Response

  Date: 12/23/2024

  Dear BBB,
  
  This is in regards to the latest reply.
  
  We have reached out to our customer and addressed their concerns.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:12/02/2024

  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 ************** SAGE SOFA FROM ROOMS TO GO FOR $755 ALONG WITH THE EXTENDED WARRANTY IN MARCH 03, 2022..AS OF FEBRUARY 2024, THE ***** HAS TOTALLY STRETCH & WHEN SITTING ON THE ****** THE CUSHION SINKS TO THE POINT WHERE YOU CAN FEEL THE WOOD. NOVEMBER 25TH, MONDAY A SECOND INSPECTION WAS DONE WHICH CONFIRMED THE ***** HAD STRETCHED & YOU CAN FEEL WOOD WHEN SITTING DOWN. THIS IS A MANUFACTORY ***************** THE FIRST ********** DID NOT TAKE ANY PICTURES, HOWEVER STATED TO ME THE CUSHION HAD SUNK IN AND SHE FELT THE ********, AFTER SEVERAL PHONE CALLS & IN PERSON VISITS TO STORE ROOMS TO GO IS REFUSING TO REPLACE MY SOFA. i SPOKE WITH REPRESENTATIVE FROM, ******* WHICH IS THE COMPANY THAT MANAGES THE EXTENDED WARRANTY. I RECEIVED NO RESOLUTION FROM FORTEGA.I HAVE SPENT OVER $3,500 WITH ROOMS TO GO AND HAVE BEEN A CUSTOMER FOR MORE THAN TEN YEARS IN MAKING LARGE ************ THIS POINT ALL I WANT IS MY SOFA REPLACED FOR A NEW ONE.. TWO DIFFERENT TECHS HAVE MADE THE SAME DIAGNOSIS OF MY DEFECTIVE SOFA WHICH CAN NOT BE REPAIRED.

  

  Business Response

  Date: 12/03/2024

  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 2023. Our customer purchased the ****** extended service contract powered by ********.
  With respect to their situation, two services were approved by ********. The issues with their furniture was deemed repairable. All appropriate actions within the service contract are being taken to resolve and address their concerns. The customer would need to contact ******** should they wish to dispute the decision.
  

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

• Initial Complaint

  Date:12/02/2024

  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.

  I purchased a split king bed and 2 twin xl mattresses with adjustable base. One base broke the 1st month now both mattresses are tearing apart. I was told they would replace mattress for equal or lesser value I picked out mattresses of lesser value and want to use the left over monies I've ALREADY PAID THEM to upgrade to a different base and I'm getting nowhere. The salesman says 1 thing customer service another and it's a complete runaround. This furniture is CHEAPLY made and RTG doesn't seem to have an issue with selling it but a big issue with standing behind it.

  Customer Answer

  Date: 12/03/2024

   
  Better Business Bureau:
  
  

  Rooms to Go corporate office called me this morning and has taken care of what I've asked them to do.

   

  You can cancel the complaint thank you so much

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

• Initial Complaint

  Date:12/02/2024

  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.

  I order this furniture from store Rooms To Go and got beat twice. They deliver the wrong furniture. I went to he store on ********************************* ************* and the rep. ******** ***** GOT MY ORDER WRONG ANF NOW TO GET MY ORDER RIGHT THEY WANT ME TO PAY MORE FOE THE ORDER THEY MESS. I ALSO TALKE TO ***** ******* AND HE WAS NOT PROVIDEING GOOD SERVICE AND HE HOLLOW AT. I BELIEVE THE CUSTOMER IS ALWAYS RIGHT. I WANT TO TALK THE PRESIDENT or VICE PRESIDENT TO GET THIS STRAIGHT OUT.

  

  Business Response

  Date: 12/05/2024

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

• Initial Complaint

  Date:12/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an invoice for an item I did not consent to the purchase of. Invoice order # ******** Date 11/10/2024 Desc decorator club SKU # ******** Amount ***** We purchased furniture and those items are on a separate invoice, but there was also this invoice. We were not made aware of the charge or consented to it.I reached out twice via the email on the business card, but have not gotten a response since then.

  

  Business Response

  Date: 12/09/2024

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Our company has reached out to our customer and are in the process of addressing their concerns.
  
  Thank you for your time.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:12/01/2024

  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.

  We purchased a ************ Recliner - Stone on 11-17-2024 we were told by salesperson ***** ***** that it was in stock. Our delivery date was to be 11-30-2024 between 11am-3pm. When the driver arrived he had our other purchase in the truck but said the recliner was out of stock??My husband is disabled and needs the recliner asap, they told us it may be in stock 12-18-2024, we were mislead and everything has been paid for.

  

  Business Response

  Date: 12/06/2024

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

• Initial Complaint

  Date:11/29/2024

  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 went into Rooms To Go to purchase a mattress and an adjustable base. I told the sales person ***** I knew exactly what I wanted, and he told me he did not have that particular one, but he had one better with the same features. I tried the mattress I asked him if it was a hybrid, which was an important feature for me because of my back issues. He said it was. On 11/23/24 I purchased the mattress and adjustable base. When I got home I went on their website. In the description it said all-foam mattress. After several phone calls, some point, I was told by ***** that the order was cancelled and I could come in and look for something else. On 11/26/24, I called ***** that morning and told him that I would be returning to the store. He told me that he was off, but he would come in to help me. I called him once I got there. He told me he could not make it in. I live about 50 miles away and I am handicap. I asked for a manager to help me. The manager (****), told me he would call and see what he could do. After waiting about an half hour before he said that the mattress had to be returned to the warehouse before he could refund or exchange. At this time, I am pretty upset. After driving **************************************************************************** for everything I had gone through with this purchase. He assured me once the merchandise had been returned, he would and walked me to the door. I returned on 11/29/24 and was met by another sales person and she compared price with a mattress but was higher. I asked to speak to **** reminded him of our previous conversation. He denied it. At this time I asked for another manager ****** ****. This man was so rude was loud talking over me and went as far as to threaten me.

  

  Business Response

  Date: 12/03/2024

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

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22619974
  
  I am rejecting this response because:

  ******** from Rooms to Go called me on 12/2/24 and asked how could they compensate me for what happened to me at the Lafayette store.  She asked would I be willing to go back into the store on Wednesday, and meet with the original salesperson ****, when ****** **** would not be there and pick the mattress I wanted, then tell **** to call her. At this time I did not get her name. So the following day I called the number she called me from and spoke to someone name *******. ******* told me that the lady that called name was ******** was working on my compliant and that one of them would call me back. I did not get a call back from either one of them. The following day which was the Wednesday, I called back and spoke to *******. She denied what ******* had previously said to me. She said I could go back to the Lafayette Store and buy the mattress I wanted but there would not be an type of compensation. I told her why would I do that after the way I was treated by ****** **** the first time? They called me to resolve the problem by compensating me then recanted it. I told her my compliant would remain with the Better Business Bureau. Nothing was resolved. I called the Better Business Bureau in ********* that Friday and left a message to return my call regarding my complaint with Rooms To Go. I was going through my emails and that's when I saw that my case had been closed at which time, I called the number in ******* from the email. This whole ordeal has been very frustrating for me. I went to this store to purchase a mattress and adjustable base and I was treated so badly for their mistake.
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 12/23/2024

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Please express our apologies for any misunderstanding they may have experienced.
  
  With all due respect, our office has never spoken to the customer.The regionals office over the ************************ spoke to the customer directly.However, we have been made aware that no accommodation was offered to our customer.An agreement to go pick out a mattress was made. Furthermore, the customers orders were canceled for full refund. In view of this, we would not be able to offer any accommodation.
  
  We consider this claim closed on our end.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:11/29/2024

  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.

  On 11/12/2024, I visited the ******** showroom and tested mattresses. I liked the Sealy Posturepedic Plus Coliford and a $595 Serta Luxe Adria Coast mattress. The sales associate discouraged me from buying the Serta, claiming it was poor quality and wouldnt last due to mass production for the Veterans Day sale. I didnt have time to place an order in-store, so I ordered the Sealy online for warehouse pickup. When I arrived at the warehouse, they tried to give me the wrong mattressa **************** Estate Plush, not the Sealy I ordered. After insisting they check, they admitted it had been mislabeled. They asked me to leave and return another day, but I explained that wasnt feasible as I lived 50 minutes away, and my husband took off work. After an hour, they found the correct mattress. At home, the mattress had a strong chemical smell, which made me cough up stuff and feel sick. It was also uncomfortably firm, not the ultra-plush model I tested. My husband, a 100% disabled veteran, couldnt sleep on it either. I contacted the store several times and was told to wait 30 days. When I finally reached out for a manager on day 7, I was directed to online sales. The associate was dismissive, claimed floor models feel different due to wear, and said Id only get one exchange. Im being told I cant get a refund and risk being stuck with another defective or misrepresented mattress. This policy is unfair, and I simply want a refund for this unusable mattress. Your policy are misleading and your sales tactics contain false advertising with floor models and should be grounds for legal action.

  

  Business Response

  Date: 12/04/2024

  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 has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant
  

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22618229
  
  This is not different at all of the policy already offered to me and that applies to every customer who has no issue. This does not address any of the issues I stated in my complaint. They are not offering anything above normal policy to fix the companies countless mistakes. I do not want this same mattress. I do not want another mattress causing me to get sick. The policies are false advertising with the floor models and there is no possible way for me to select one and it be what I tried out, comfort wise. Its also horrible that I wanted the $595 mattress and now I cant get that one because they will keep my money. Id prefer they fix this horrible situation that had countless issues with their employees so I do not have to sue for false advertising. By doing the right thing and returning the mattress and refunding me. What is the point in filing a BBB complaint if they arent going to handle it. Ive wasted many many hours of my life on this issue at this point. 

  Sincerely,
  
  ***** ***

  

  Business Response

  Date: 12/10/2024

  Dear BBB,
  
  This is in regards to the latest reply.
  
  We have presented appropriate course of action to resolve our customers complaint. Unfortunately, no other options are being considered.
  
  Thank you for your understanding.
  
  Respectfully,
  
  
  ******** *.
  Presidential Assistant