Complaints

This profile includes complaints for Rooms To Go's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Rooms To Go

  11540 E US Highway 92 Seffner, FL 33584-7346

  
• 

  Rooms To Go

  1821 W Brandon Blvd Brandon, FL 33511-4811

  
• 

  Rooms To Go

  3520 Tamiami Trl N Naples, FL 34103-3703

  
• 

  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:11/25/2024

  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

• Initial Complaint

  Date:11/22/2024

  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.

  Around April I purchased a dining room table and sectional from Rooms to Go and applied for financing through one of Rooms to Go representatives. I was told I was approved for financing and set delivery date. Furniture was delivered and after delivery I kept checking my mail for payment information and received nothing. I reached out to Synchrony, and they had no knowledge of account. I reached out to Rooms to Go two or three times, and they finally found issue was a clerical issue with my finance application, and I was told I would have to reapply. I reapplied and at that time was not approved for credit. Rooms to go gave me a few other options such as affirm and Klarna and neither approved the $4000 financing. At this point Rooms to Go gave me the option to turn the furniture that had been in my home for a couple months back into the store or pay the whole balance which was over $4000. I have signed documents with Rooms to Go ultimately agreeing on a monthly payment and I understand it is with Synchrony a third party, but I signed documents and made an agreement with Rooms to Go. Their clerical issue has caused a lot of problems for my credit worthiness, and it has greatly impacted my finances.

  

  Business Response

  Date: 11/26/2024

  Dear BBB,
  
  We are in receipt of this claim.
  
  In regards to our customers situation, we have reached out to the corresponding office in order to research the issues presented in this complaint. We will follow up once information is received.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant
  

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22593157
  
  I am rejecting this response because:

  
  Rooms to Go stated they sent the complaint to the corresponding office and I still haven't heard anything from them. Still awaiting follow up to this matter, and hope to have resolved quickly.
  

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

  

  Business Response

  Date: 12/16/2024

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

• Initial Complaint

  Date:11/21/2024

  Type:Product 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 have purchased numerous furnitures and I have experienced several years of ongoing problems with the mattresses. I purchased , Temerpedic, Seally, Serta and Beauty rest twice.All the mattress sink on both my husband and my side. I have to call a tech, they inspected and I get to reselect, I get charged pickup and delivery fee.The last mattress was delivered August 30, 2024. Today, I traveled 40 minutes to ***************************** to ho store., I was told my a salesman, well your in the $1000.00 range you need to spend more . Im tired and fed up. I want a full refund and I will purchase elsewhere.

  

  Business Response

  Date: 11/22/2024

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

  Customer Answer

  Date: 11/22/2024

   
  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:11/21/2024

  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.

  In December 2023, I purchased a dining room set with an extended warranty. In early November 2024, a Twizzler candy was accidentally left on the dining table top, which caused damage to the tables finish. This table is in our formal dining room and is rarely used; as a result, the candy remained unnoticed for approximately a week.During the second week of November 2024, I contacted the company's customer service. They promptly dispatched a technician who demonstrated exceptional professionalism, clearly explaining each step he took to attempt to repair the table's finish. After assessing the damage, he informed me that he would document the issue and include my request for a possible table exchange since the repair was unsuccessful.A week passed without any follow-up, so I contacted customer service again. ******************** informed me that they could not assist because the damage did not qualify as a manufacturing defect, and I was advised to reach out to ******** instead. I called Fortegra the same day (today), only to be told that the damage was not covered under their warranty because it did not result from a ring caused by food or beverage, despite the fact that the damage was clearly caused by food.This situation highlights the misleading nature of the warranty and is deeply disappointing.

  

  Business Response

  Date: 11/21/2024

  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 ********. We regret neither warranty/service plan covers consequential damage as outlined on the contract terms.
  We would be unable to offer any course of action due to the reasons explained above. However, the customer is free to reach out to ******** if they wish to dispute the denial.

  
  Thank you for your understanding.
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:11/19/2024

  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 ****** **** Snow mattress from Rooms To Go on November 2nd, 2024.Salesperson, ******** *****, insisted on a specific mattress cover to maintain warranty and cooling effect. Cover cost $300 and was essential for the mattress to function as advertised and maintain warranty. They didn't carry the mattress cover matched to this mattress.After receiving the mattress, we found it way too firm and uncomfortable.Upon further investigation, we discovered the issue was entirely with the mattress cover stiffness.The Casper brand cover significantly improved the mattress's feel, exactly as we experienced in the showroom.Attempts to return the mattress cover and get a refund were unsuccessful due to store policy.We know we were misled and overcharged due to a salesperson's recommendations whom they trusted.The manager of the store empathized with me but made it clear that even though it was clearly the wrong mattress cover for the mattress and they sold it to us and shouldn't have, it was now my problem, not his.

  

  Business Response

  Date: 11/25/2024

  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

• Initial Complaint

  Date:11/19/2024

  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 our ***** Beige 6 piece sectional from the *** in ********** and had it delivered on 2/20/24. We paid over $3000 for it. It started fraying about 2-3 months ago 6-7 months after purchase. I called and they sent out a technician on 11/8 who promptly upon arriving took a knife out and put a hole in the cushion but assured me the cushion would be replaced easily and the part would be sent directly to me in 3-5 days. SURPRISE there was no part sent and I needed this completed before Thanksgiving as the couch now has a hole in it. I called in and they said they had left me a voicemail on 11/12. There is a vm on 11/12 but it's 6 seconds of a automatic dialer that gives no info who the caller is, what they are calling in regards to, and no number to call back. Just "hours of 9am-5pm for service results". Like any sane person I assumed this was a spam caller. No one reached out again. I called in today to see where the part was and was told my technician was incorrect, the part couldn't be replaced. The entire item part of the sectional would need to be replaced but that it would not be prior to Thanksgiving. Now I'm 10 days from the holiday with no hope of having a suitable couch for my guests to sit on and the couch I purchased isn't even a year old. This customer service is horrendous and no one seems to be able to answer if this is the norm for every claim that falls under a warranty or not. If I could return this couch I would. But I'll never purchase again from this company.

  

  Business Response

  Date: 11/20/2024

  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. Unfortunately, consequential damage is not covered under this warranty.
  
  However, our records reflect actions have been taken for the soonest availability in order to resolve the issues reported with their furniture.
  
  We trust this claim is settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:11/19/2024

  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 11 in queen size mattress. I needed support for my spine and joints.The next day I received my new mattress. To my surprise, the mattress came vacuum packed in plastic and in a small box. It expanded approximately 4 inches while delivery guys still there. I was told ******** should have explained it could take up to 4 days to fully expand. DANGEROUS FOR ME BECAUSE I CANNOT SAFELY GET IN OUR OUT of the mattress.??I called to depute with them asking for a return. I was told on the 31st day I can put order for replacement. I have fallen 1x already. I have pictures and email to them. I cannot live like this.Just had knee surgery, lumbar issues and I'm in physical therapy. PLEASE HELP ME

  

  Business Response

  Date: 11/22/2024

  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