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

  
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  Rooms To Go

  3520 Tamiami Trl N Naples, FL 34103-3703

  
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  Rooms To Go

  4315 E Independence Blvd Charlotte, NC 28205-7401

  
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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: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

• Initial Complaint

  Date:11/28/2024

  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.

  We purchased a leather reclining sofa and loveseat during their Labor Day sale, 2023. Within 3 months the recline mechanism broke on the loveseat. They ordered a part that never came. After several calls we were told to pick out new furniture. We have the extended warranty and the least expensive replacement would have cost us more money out of pocket. We called the 1800 number and someone finally found a replacement recliner. It broke in the same spot 2 months later. They gave us the ordering a new mechanism schpeal again and again nothing happened. So they finally say come in and pick out new furniture again. This time the out of pocket cost will be over $1000 to put us back into a similar set. They offered less expensive fabric set. I purchased LEATHER. We did not break these loveseats. It is just my husband and myself in the home. They discontinued them because they are faulty. No one in this business seems to care. There is no budging on their side. It's their way or too bad. I just want to be made right. I ordered a reclining loveseat and a reclining couch. I just want them to work properly. I just want this to be made RIGHT.

  

  Business Response

  Date: 12/02/2024

  Dear BBB,
  
  This is in regards to this complaint.
  
  All appropriate actions have been taken on the account under the guidelines of the purchase contract and our customers concerns addressed.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22616880
  
  I am rejecting this response because:

  We have been fighting this for a year now. We purchased a leather reclining sofa and loveseat on Labor Day 2023. The recliner loveseat in the set we bought broke in 3 months. They couldn't fix it and offered us to pick out new furniture as that set is discontinued. I sure know why now! *** wanted us to pay out of pocket as there was nothing cheaper in leather with a manual recline loveseat. Paying out of pocket for faulty furniture boggles my mind. My husband and I made calls and finally found someone interested enough to search for another loveseat. He said it was the last one on the planet. We were grateful.  Then that one broke in 2 months. Same side, same place. Same situation.  Now, the closest sofa and loveseat to what we purchased will cost us over $1000 out of pocket. HOW IS THIS OKAY? We purchased an extended warranty. What good is it? It is not our fault this furniture broke. Twice.  No one has offered any discount, coupon, waiving of fees or anything to help us offset that ridiculous amount of out of pocket money. We do not have an extra $1000+ laying around right before Christmas. And now our choices are to FINANCE that ridiculous fee or just live with broken furniture. Neither option is fair. We do not have this kind of money. I am legally disabled without disability benefits. My husband is a cop and a many time over war Veteran. We hadn't purchased new furniture in 34 years! This was so exciting for us and it has turned into nothing but a headache and much frustration.  Basically it is not our fault that the furniture broke and the excuse that "prices go up" is why we have an expected out of pocket fee is bunk. No one is willing to budge to do the right thing. Because getting us back to as close to where we were when we purchased furniture IS the right thing. I'm not shopping for anything more expensive or fancy. I just want this to be made right. $1000+ to get us as close to what we had is diabolical. This case is active.
  
  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 reached out to our customer in order to address their concerns and provide options in order to resolve the complaint.
  
  We trust this claim has been answered.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22616880
  
  I am rejecting this response because:

  Rooms To Go offered us the *******, their cheapest set in response to our filing with the BBB. This set was recommended to us before (TWICE!) and we firmly declined. It is cheap and horribly ugly. It only comes in red, white or blue. We are attempting to replace a set that is brown. 
  Again, we just want to be made right. I ordered a leather set in brown with a manual recline on both the couch and loveseat. It is not our fault that most sets only offer a stationary loveseat or electric. The way my livingroom is,  my husband and I sit in the loveseat to watch tv. The couch will not fit there. We need a reclining loveseat to replace the TWO that broke. Same side. Same place. And the ******* is absolutely  NOT IT. 
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:11/27/2024

  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.

  Bought a sectional on March ******. Was delivered damaged and told delivery driver and contacted rooms to go about issue. They sent tech out took a look claimed everything was good but back of sectional was bent and sagging and recliner mechanism was catching. They claimed they fixed but back still sagged. A week later the wedge backing being broke broke and they replaced. The mechanism on sectional was catching again not even a year later warranty sent tech out and took a look said mechanism needed replaced just as I stated the first time. Took almost a month to get a call saying the sectional was discontinued and we had to reselect. Went and found no sectionals even remotely close to what we purchased and had to buy a higher dollar sectional to get remotely close to what we bout a little over a year ago and came out of pocket over $2500. Here we are delivery day and the new sectional is damaged and looks like it was picked up on the way to my house from the corner and looks used. Absolutely at a loss for words as we feel like the quality is absolutely trash and they discontinue stuff less than a year later causing people to have to come out of pocket with a warranty to get something even comparable to what they have to get replaced. This is absolutely outrageous the way rooms to conducts business

  

  Business Response

  Date: 12/09/2024

  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 as of March 2024. Our customer purchased the ****** extended service contract powered by *********
  
  All appropriate actions have been taken on the customers account in order to address their concerns under the guidelines of said contract.
  
  We trust this claim is settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:11/27/2024

  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.

  went in and purchased a specific couch and was paid for it and it was delivered and was half the sectional and was told the salesperson made a mistake and it would cost 500 more dollars to get the couch we agreed to .. was delivered the day before thanksgiving and they said sorry about your family but we can pick it up and deliver the right one next week ... they also sold a fabric warranty and never told us and we had to get that removed as well the service after the sell and the way they just didn't care was nuts and said no refund of your money until the couch is picked up in 2 weeks and accounted for ... did not even try to resolve the issue other than charging me more money and time to resolve and the holiday is ruined and we have no furniture was a complete bait and switch and lie ..

  

  Business Response

  Date: 12/02/2024

  Dear BBB,
  
  This is in response to this claim.
  
  Our office has reviewed the account in its entirety. We show the issues outlined in this complaint have been addressed with the customer directly.
  
  We believe this claim is settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 12/02/2024

   
  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:11/27/2024

  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 recently purchased an adjustable queen bed base from Rooms to Go in ********, ********* on November 17, 2024. The base was delivered in its box and placed in my living room on November 19, 2024. My plans changed and we no longer needed the adjustable base. On Monday November 25, 2024, I called store to request procedures for returning the adjustable base and initially was told by customer care that they dont take adjustable bases back once they're delivered. I explained the adjustable base is not opened, was still in its box in the same place the delivery men placed it in my living room. I requested to talk to their supervisor, and when the person returned, he told me that for this one time, I could return the base but would have to go through the stores sales department. I asked if he could transfer me to this department and if he could stay on the line and repeat to the salesperson what he just told me. He said not to worry, as my purchase record would note this, and it shouldnt be a problem. When he tried to transfer me, the call was dropped. When I call the stores sales department, there was no note on my purchase record. I have since talked to the store managers (**** and ******), the regional manager, and even someone at the corporate office (******). When told of all my conversations, particularly, the one where they said that Rooms to Go would take back the base this one time, ****** said that all conversations were recorded, and she would review them and let me know what she found. I was told by ****, that ****** could not find the recorded conversation. When the return policy was addressed, Rooms to Go emphasized that the return was not initiated with 48 hours after delivery. Rooms to Go did say they would take the adjustable base back if I were to upgrade to a King base. This news upset and aggravated me to know they would take the adjustable base back in order to keep a sale. Obviously, Rooms to Go put sales ahead of customer satisfaction.

  

  Business Response

  Date: 12/04/2024

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

• Initial Complaint

  Date:11/27/2024

  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.

  We bought a couch from Rooms to go on 7/1/2022 with a 3 year extended warranty. We read the warranty thoroughly and made our claims. We ended up making 3 claims because they denied every one. They sent a technician out for the last one who said the couch was unrepairable and is stated in the official report. They still denied the claim after that and refuse to do anything. I have called and emailed customer service and get empty apologies. They no longer respond to me through email and have blocked me on ******** after calling them out. I am not happy that the couch we have is falling apart after only 2 years and is well within the warranty claim and am being told no after laying extra for this. They have been very professional in following the contract between the 2 of us. I have no answers after doing everything that was asked of me.

  

  Business Response

  Date: 12/02/2024

  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, we have been made aware that ******** has authorized another evaluation on the furniture. They will review the findings and follow up with the customer directly once a final determination has been made.

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

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22609255
  
  I am rejecting this response because: we have received the same response regarding the sofa. They are stating this is "normal wear and tear" and will not do anything to fix the issue/replace the couch that is also no longer made because it was discontinued (based on research it seems due to the fact it is a faulty couch that was manufactured). This is not normal, especially for 2 only owning for 2 years. A couch that cost $3000 should not break down like this that quickly. The company is doing nothing to address or fix this issue beyond offering empty apologies and no action.
  
  Sincerely,
  
  ******* Barter

  

  Business Response

  Date: 12/11/2024

  Dear BBB,
  
  This is in regards to the latest reply.
  
  All appropriate actions have been taken on the account and their concerns addressed. Given that the furniture is solely under ********* contract,the customer is welcome to discuss the claim denial with them directly.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:11/25/2024

  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 brought furniture at Rooms2Go, they delivered the furniture but due to unforeseen circumstances, they were not able to set this up. It has been very unpleasant experience dealing with rooms to go due them having to farm out the deliver and set up. I tried setting up the furniture, but the middle part is the wrong part, they are trying to make me pay additional amount to come back out when they sent the wrong part. I should not have to pay addition money because they did not send the correct part. I explained to Rooms to go several times if the correct part was delivered, I would not be calling them. They are showing no empathy for a senior that has lost everything. I cannot afford to repay them to come out. I tired to call the CEO and they told me I could not talk to anyone but customer service. Now I'm writing an letter to Gov ********

  

  Business Response

  Date: 11/26/2024

  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 Assistant
  

• Initial Complaint

  Date:11/25/2024

  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.

  Advertising:In showroom, the thickness of New Natures Bed Gel Foam Full Mattress is 5 inches. Rooms To Go Corporate customer service confirmed that the New Natures Bed Gel Foam Full Mattress should be 5 inches in thickness. Original purchase occurred on 10/14/24 for a total amount of $1,534.17, which included a loveseat with a a 5-inch thick New Natures Bed Gel Foam Full Mattress. A 4-inch thick New Natures Bed Gel Foam Full Mattress was delivered. A re-selection was made 11/13/24 and on 11/22/24, another 4-inch hick New Natures Bed Gel Foam Full Mattress was delivered instead of a 5-inch thick New Natures Bed Gel Foam Full Mattress. The only option given by ************************** was another re-selection and not a return of money for the mattress. The estimated amount for mattress is $150, which was included in the total price of $1,534.17. I believe that all New Natures Bed Gel Foam Full Mattresses at Rooms to Go are 4 inches in thickness and not 5 inches thick, as advertised. Thus, this is false advertising by a business.

  

  Business Response

  Date: 12/04/2024

  Dear BBB,
  
  We are in receipt of this complaint.
  
  On behalf of Rooms To Go, please express our apologies to our customer for any inconvenience they may have experienced.
  
  In regards to their situation, please allow us the opportunity to review and research their account in its entirety. We will follow up with the customer once matter is concluded.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:11/25/2024

  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.

  They delivered a new mattress to my house and decided to fold it in half and use a cargo strap to get it up the stair rather than carry it flat, which would fit. The folded mattress broke the stair ******** rail loose from the pressure and deformed it. The cargo hook was on the outside and tore into the wall the entire way up the stairs. Even when I told them to stop, they ignored and kept going like a bull in a china shop. Pictures that my mother gave me before she died fell off the walls and were kicked down the stairs, causing irreparable damage to a priceless Momento. When they unfolded the mattress, they cursed at their disdain for the job and they threw the heavy strap hook on my expensive English hardwood floor. Then had the nerve to ask for a five star review in exchange for pushing my claim through. The company claim department emailed me for information which I immediately provided in complete. I asked for confirmation due to a seven day submission window and never received it. I emailed several times and called several times but received no confirmation. Im filing this report because I feel theyre attempting to avoid my claim and need assistance holding them accountable for the extensive damage they caused to the home I spent my entire life working to buy.

  

  Business Response

  Date: 12/02/2024

  Dear BBB,
  
  We are in receipt of this complaint.
  
  In regards to our customers situation, we have reached out to the corresponding delivery company. They have reached out to the customer in order to address their concerns directly.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22600749
  
  I am rejecting this response because:

  The company offered me an insulting  $420 settlement for extensive damage done to my wall, family heirlooms and top-tier stair rail. Ive already received rejections from a few local professionals for that amount because painting walls on stairs takes much more time than a regular flat surfaced bedroom. Further, that amount doesnt even begin to remedy the damage done to my custom stair rail, which was deformed and pressed loose, defeating its safety purpose as we depend on it to assist as we climb the stairs. 
  

  Finally, I mentioned that the delivery men knocked irreplaceable photos off the walls, that my mother left me before she died. After they fell, the delivery men kicked them down the stairs. I cannot even begin to determine the value of those pictures or my heartbreak in watching them get kicked out of the way like garbage. 

  I am going to get actual estimates from legitimate contractors and will accept no offer less than what it takes to fully restore my home to the condition it was in before this company came in like a wrecking ball. And I expect some form of compensation for my family heirlooms and the pain this has caused me. 

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

  

  Business Response

  Date: 12/06/2024

  Dear BBB,
  
  We are in receipt of the latest reply.
  
  Our office has reached out to the delivery company for more information. We have been made aware that the customers claim is still under review. They have been in communication with the customer and are awaiting requested documentation. Once received and reviewed, they will follow up with the customer directly.
  
  Respectfully,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22600749
  
  I am rejecting this response because of bad business practices. They initially just offered me $450, which isnt enough to even cover half the job. When I complained and told them I was going to get some professional bids, they offered $650 and said well, if you want to go that route then added that their contractors are responsible for the damage repair costs. When I addressed their lack of concern for the damage done, especially to family heirlooms, they just said Ill have to contact Rooms To Go to file that kind of claim. I feel like they could care less about the damage they did and just want to avoid the true cost of restoring my home to the condition it was in before they destroyed it. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:11/24/2024

  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 leather sofa and a leather chair under the impression that it was leather. However in between the cushions its peeling which leads me to believe its not leather.

  

  Business Response

  Date: 11/25/2024

  Dear BBB,
  
  We are in receipt of this complaint.
  
  On behalf of Rooms To Go, please express our apologies to our customer for any inconvenience they may have experienced.
  
  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: 11/28/2024

  Hello,

   

  I purchased a sofa and a chair and was told by my salesperson that they were both leather, clearly they are not leather. 
  

  **** ******

  *******************

  *******, TX 77088

  ************

   

  Thank you 

  

  Business Response

  Date: 12/03/2024

  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