Complaints

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

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  Rooms To Go

  11540 E US Highway 92 Seffner, FL 33584-7346

  
• 

  Rooms To Go

  5170 S Tamiami Trl Sarasota, FL 34231-4258

  
• 

  Rooms To Go

  9500 Scenic Dr Port Richey, FL 34668-4653

  
• 

  Rooms To Go

  1400 44th Ave W Bradenton, FL 34207-1319

  
• 

  Rooms To Go

  25550 US Highway 19 N Clearwater, FL 33763-2166

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/18/2024

  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 purchased a mattress for $3,099 and an adjustable base on 9/1/2024. During the purchase I was informed that *** has a 90 day sleep trial where you are able to exchange the mattress with another mattress of equal or greater value (if the mattress is of greater value then you have to pay the difference). After about 60 days we decided that the mattress was not working for us so we contacted *** to exercise the mattress reselection based on their 90 day sleep trial policy that they provided. They are now retroactively stating that the value of the mattress that I purchased for $3,099 is actually $2,799. The reason they give is because I was given a $300 credit from the purchase of the mattress towards my purchase of the base. The only reason I bought the base was because of the credit. Now they are trying to take back the value of that credit by lowering the value of the mattress retroactively by $300. The sleep trial policy makes no mention of this. In addition, they do not sell the mattress that I purchased for $2,799 at all. The advertised price of the mattress is $3,099 whether you got the credit towards the base or not. Therefore the intrinsic value of the mattress is $3,099. The resolution I am seeking is to credit the full $3,099 towards the mattress reselection (based on their 90 day sleep trial policy) because that is what I paid for the mattress.If I were able to return the base which had an original price of $949 and was lowered by $300 from the credit to $649, I would only receive $649 because the amount I paid was $649 after the credit was applied in this transaction. If I was also able to return the mattress at the same time and then they tried to only refund me $2,799, then I am not actually receiving the full amount back that I paid. They can only take the value of the credit off one thing, if they were to take it off of the base (where it was actually applied) and the mattress (where it wasnt), then they would be double dipping.

  

  Business Response

  Date: 11/21/2024

  Dear BBB,
  
  This is in regards to the latest reply.
  
  An agreement has been reached directly with the customer and their concerns have been addressed.
  
  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. They have agreed to lower the price of the new mattress to account for the value of the old mattress being lower.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:11/17/2024

  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 am writing to file a formal complaint against Rooms To Go due to an unresolved issue regarding delayed delivery and a request for a refund of delivery fees.On 11/11/2024, I purchased furniture from Rooms To Go and was assured that my order would be delivered on November 15, 2024. I made arrangements based on this commitment. However, I was recently informed by Rooms To Go that the delivery date has been moved to November 22, 2024, without any acceptable explanation. This change has caused significant inconvenience and disrupted my plans.Given that Rooms To Go failed to honor the promised delivery date, I requested a refund of the delivery fee as compensation for this delay. However, I have yet to receive a satisfactory response regarding my refund request.This lack of accountability in honoring delivery commitments and compensating for service failures is concerning. I am seeking the BBBs assistance to resolve this matter with Rooms To Go, and I respectfully request that the company be held accountable for their commitment to timely delivery.Thank you for your time and attention to this complaint. I look forward to any assistance you can provide in reaching a fair resolution.Sincerely,****** ******

  

  Business Response

  Date: 11/25/2024

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

  Customer Answer

  Date: 12/06/2024

   
  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,
  
  ****** ******

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22567833
  
  I am rejecting this response because:

  I am writing to formally address issues with my recent purchase at Rooms To Go, located at ************************************. On November 11, 2024, I purchased furniture totaling $8,260.34, including a king-size bed. I specifically requested a bed that included the frame, base, headboard, and a soft mattress. The sales agent, Crisxian ***** ******, assured me that the selected model matched the showroom display and quoted a price of $4,048 for the complete set. Before finalizing the purchase, I reviewed the invoice and asked ******** to confirm the listed items. Despite the vague product codes with no descriptions or images, he assured me all agreed components were included. After paying the deposit and applying for credit, I was promised delivery on November 15, 2024. Later, I was informed the delivery was rescheduled for November 22, 2024. Problems Encountered When the items were delivered on November 22, the king-size bed was incomplete: The frame and headboard were missing. The mattress delivered was medium firmness, not the soft model I ordered. I returned to the store with my wife to resolve the issue. Crisxian admitted that the frame and headboard had been omitted from the invoice and promised the missing parts would be delivered without additional costs. However, he argued that the mattress delivered was correct, which is not true. My wife and children were present during the original purchase and can confirm this was not the mattress we ordered. Request for Resolution This experience has been extremely unprofessional and stressful. I am requesting: Delivery of the missing parts (frame and headboard) as initially promised. Replacement of the mattress with the soft model I originally ordered, without additional costs, or a full return and reimbursement for the purchase. It is unacceptable for a reputable company to mislead customers with vague invoices and fail to honor promises.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 12/13/2024

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Our showrooms management team has attempted reaching out to our customer in order to discuss the issues outlined in their claim regarding their purchase. As soon as the customer reaches back out, they will be able to address said concerns.
  
  Thank you for your time.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 12/14/2024

   
  Complaint: 22567833
  
  I am rejecting this response because:

  I was never contacted for my second complaint and also I do not have a phone number where to call. When I call to customer service they always said they cannot solve it.

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

  

  Business Response

  Date: 12/18/2024

  Dear BBB,
  
  This is in regards to the latest reply.
  
  We have been made aware the stores general manager spoke with our customer directly. A resolution has been agreed upon. At this time,the store is awaiting a call back from the customer in order to schedule final arrangements.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 12/24/2024

   
  Complaint: 22567833
  
  I am rejecting this response because:

  I am writing again regarding the unresolved issue with my recent purchase. Unfortunately, I feel like we are going in circles without finding a real solution. At this point, it seems as though Rooms To Go is intentionally trying to mislead me.
  What was meant to be a joyful experience for my family and me has turned into a frustrating situation during the holiday season. Instead of enjoying Christmas with the bed I selected and paid for, I am left sleeping on an incomplete bed frame and a mattress I did not choose.
  I was assured that I would receive the bed frame, but when I called to clarify the return of the mattress, I was informed that the bed frame would not be provided because it was only offered as a courtesy with the mattress purchase. This is unacceptable.
  After spending nearly $12,000 at Rooms To Go, I expected much better service. What I initially assumed was an error now feels like it might reflect a deeper issue within the companys practices. This situation has caused me considerable stress and frustration, and I am committed to resolving it.
  Request for Resolution
  I am requesting the following:
  The immediate delivery of the missing parts (bed frame and headboard) as originally promised.
  Replacement of the mattress with the soft model I initially ordered at no additional cost. Specifically, I am referring to the KX-CLASS PS TT King ******* model (I believe this is the correct code, although the store has made the process unnecessarily unclear).
  
  I hope you value your customers and take swift action to address this matter. I look forward to your prompt response.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 12/31/2024

  Dear BBB,
  
  We are in receipt of the latest reply.
  
  Our office is reviewing further with the corresponding individuals.We will follow up once said investigation has concluded.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22567833
  
  I am rejecting this response because:

  I cannot accept this response as it fails to provide a solution to the issue. I am still without a bed and mattress, and it appears Rooms To Go is delaying action on resolving the problem they caused. It is unacceptable for them to show such disregard for their customers and treat them with indifference.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 01/15/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Our office has reached out to our customer in order to address their concerns directly.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22567833
  
  I am rejecting this response because:

  
  I received a call from Rooms To Go, but unfortunately, the issue remains unresolved. While I ultimately had to return the adjustable base due to missing parts, this was never the solution I initially sought. Instead of taking accountability, they continue to justify their actions, but I strongly disagree and feel I was misled.
  This experience has been deeply frustrating for my family and me, especially since it left us without the furniture we paid for during the holiday season. What should have been a straightforward resolution turned into a stressful and time-consuming ordeal.
  In all my dealings with businesses, I have never encountered such poor service. After researching reviews on ****** and other platforms, I realized that many others have faced similar issues. The return process was unnecessarily complicated, and the customer service was extremely disappointing. Every interaction with them felt like an uphill battle over a problem they created.
  I will escalate my complaint to a higher levelnot just for my own resolution, but to raise awareness and alert the relevant authorities about Rooms To Gos unfair sales practices.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 01/29/2025

  Dear BBB,
  
  We are in receipt of the latest rebuttal.
  
  We apologize our customer feels this way. Our office believes we have already responded to our customers complaint. We have spoken to them at length explaining the available options to no avail. The course of action was rejected; therefore, we have no choice but to close their file.
  
  Respectfully,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:11/16/2024

  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.

  Newnan, GA showroom ***** ******** 2 lift chairs, no other colors or sizes Ive never had a recliner, much less a lift chair recliner before and was concerned that my heels didnt touch the ground sitting on it, and that I had to push myself back for my back to hit the back of the chair. She assured me that this was normal and put it in the position of standing up; she said I just would use that to lean back and then once its down, I just have to push myself back and it didnt matter if my feet hit the ground or not because you use it in the reclined position the majority of the time. I wasnt sure if I would be able to push myself back without using my core (for upcoming surgery). I asked what their return policy was. ***** said three days from the time that its delivered I could initiate a return for any reason for a full refund. After that point I would need to use the warranty that I purchased separately. Knowing what the return policy was, I went forward with purchase -documents on the computer in very small type which I couldnt read. She summarized it as manufacturer and warranty info. Upon receipt of the chair, there was damage on the fabric and to the remote control as well as lower back pain from feet dangling and seat too deep. Tried pillow, footstool. ** said noContacted them within 48 hours, Spent day researching to exchange for shorter and less deep one. Their dimensions are for the full chair, so we had to find similar ones to figure out what the dimensions would be. Numerous calls to **, said have to speak to store. Sales person wasnt returning calls. TT her sat am said do as a return. She said full refund but let her see if she can find a smaller one and would call by 3. No call. I called she said use pillow the. she said store credit. I asked for mgr, 3:45pm all at lunch. call CS again they said store has to initiate refund. They got Supv *******@store he said no refund, didnt care lied to refused to check call recordings

  

  Business Response

  Date: 11/20/2024

  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 is settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22566411
  
  I am rejecting this response because: 

  The business called me said they would do a full refund and picked up the recliner last Friday 11/29/24. No refund received as of 10pm 12/4/24.
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 12/05/2024

  Dear BBB,
  
  We are in receipt of this claim.
  
  We can confirm the furniture was picked up from the customers home. Please note that all refunds take up to 21 business days to process from date of pickup and 1-2 billing cycles to show on the credit card statement.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:11/16/2024

  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 couch, a recliner and dining room table and chairs from Rooms To Go on November 9th, 2001 (************, **). Yesterday, (November 15th) the mechanism in the recliner (chair went out). I called and was told it went out of warranty one WEEK ago and to find a furniture repair person. I asked to speak to a manager and was told any one I talked to would tell me the same thing! No trying to remedy the situation, basically we are out of luck. I have purchased thousands of dollars of furniture from *** over the years and this is the customer service I receive???

  

  Business Response

  Date: 11/18/2024

  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 2022. Our customer purchased the ****** extended service contract powered by Guardian.We show no communication of any reported issues until now. Unfortunately,********* service contract expired as of 11.09.24.
  Although we value their business, we would be unable to present any course of action given there is no active warranty on the furniture.
  Thank you,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22565460
  
  I am rejecting this response because: It is unacceptable.  Poor customer service 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:11/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a sectional from Rooms To Go on 12/11/2023. It cost $1799. Besides having a year manufacturer's warranty, I also paid for a 3 year Protection Plan, which I was told would cover everything the manufacturer's warranty would not. Fast forward some MONTHS, I couldn't seat on the sofa any longer because the cushions seem to be completely worn out (or maybe it's a frame defect, I don't know). The point is you sink when you seat on it. I don't have dogs, it's just me, my husband and our 5 year old at home. I called their customer care and asked them for a replacement because the cushions are not removable, they're attached to the sofa. They sent a technician. While he was here, he said he completely agreed with me, he could clearly feel the problem when he seated and he would include it on his report. Didn't hear from Rooms To Go so I called them again today to advance the process and they told me the report stated there were no defects with the sofa. I'm appalled at the level of dishonesty. I said I would like to report the technician (I wrote his name down), but I was not given the chance, so I just asked for another one to come. I have an **** sofa for over 4 years that was half the price of this one and it still provides the same support it did on his first day. I've had this soda for less than a year! This is just RIDICULOUS.If they're selling a protection plan and not recognizing defects to avoid costs, that's just fraud. I hope that's not the case.

  

  Business Response

  Date: 11/18/2024

  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 guidelines for what is and is not covered is outlined on their terms were provided at point of sale and are also located on their website.
  With respect to their situation, we show their concerns are in the process of being addressed.

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

• Initial Complaint

  Date:11/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Husband and I purchased a Couch and Love Seat from Rooms to Go. Our Sales Man was *****, we were told that if we purchased the extended insurance, Guardian, that it would cover EVERYTHING. We trusted him, which was a mistake on our part. Less than two years in an a seam has come undone nothing horrible but we dont want it to get worse. And our Toddler wrote on it with a pin so we figure may as well see if we can have someone come out and clean it and get the seam fixed. As you can see per the email response from Guardian Seams are not covered. I find this to be so distasteful to lie to a customer on what is covered and not covered. I also find it personally ridiculous that you think so little of your own product and its Quality that you dont guarantee the seams hold up for more than a year!

  

  Business Response

  Date: 11/18/2024

  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: 11/18/2024

   
  Complaint: 22561564
  
  I am rejecting this response because:
  

   I have spoken to the Company in an effort to resolve this issue to no avail. Attached is the email response from, Room to Go showing my attempt at finding a resolution. Also the phone number linked to the account, is in the receipt that is attached as well.

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

  

  Business Response

  Date: 11/20/2024

  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 August 2024. Our customer purchased the ****** extended service contract powered by *******. We regret neither warranty/service plan covers consequential damage as printed 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 Guardian if they wish to dispute their decision.

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

• Initial Complaint

  Date:11/14/2024

  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 made an online order August 21 for a dining table and 6 chairs. When they made the delivery, 3 of the chairs were damaged, one severely. We had to contact customer service to get a replacement. The replacement finally arrived today, November 14. It also was damaged and we were directed to contact customer service to arrange for yet another replacement. We were told it would take until December 2. We were not satisfied with this so we asked to speak with a supervisor. While waiting for the supervisor, we were told that the replacement chair would not be available until mid January. Again we stated that this is unacceptable, particularly because they have such a hard time delivering a chair without damage. We asked to be allowed to swap the chair for one in a nearby store but our request was refused. We then asked to speak with the next person up the chain but were refused that as well. We have no indication that a suitable replacement chair will be delivered, based on their past history. We will have gone over 5 months after payment in full without having the goods we paid for. We asked for a refund and that was refused as well. Their only solutions were to either accept some credit towards a different set of furniture that we do not want, or to wait for them to finally deliver an undamaged chair, regardless of the number of failed deliveries that they take. Accepting a furniture design that we do not want is not a satisfactory solution. Waiting throughout a series of failed deliveries is not acceptable either. What would be acceptable is to be allowed to swap out this second damaged chair for one at a nearby store.

  

  Business Response

  Date: 11/20/2024

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Our office has attempted communication with the customer in order to discuss and address their concerns. We have taken all appropriate actions on the account.
  
  We trust this claim is settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:11/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is I have bought several items from rooms to go in *****************. The first problem was our sofa. We measured it in the store. The seats were 30 inches wide the sofa they bought us. The seats were only 12 inches wide so we had to return that, and had to pay more money I bought a bed queen size. It was not a queen size and it was defective. It was only 9 inches high and it sunk in the middle three days of having the bed they had it inspected and the inspector said it was 100% defective. I went back to the store they Told me I had to choose another bed for the same price or higher. I chose another bed which was a little less expensive they made me buy a $250 mattress cover and $130 pillow and still had to put $37 out of my pocket , I received the bed. It was supposed to be a queen size bed memory foam with the 14 inch pocket. The bed was only 75 inches. It was supposed to have a 14 inch bucket and only had a 11 1/2 inch pocket also it was not a Memory foam bed that was right from the mouth of their technician the bed did not fit on frame it was to small for the frame it would slide off it was a adjustable. It did not fit the frame because it was a queen size frame , they will not give me my money back. They sent me three defective items I feel they are doing a bait and switch on their furniture. If it was one item that would be a fluke, but two beds and a sofa that didnt match their specifications or what I bought , they refuse to work with me. They only want me to spend more money every time I went into the store and laid on the bed came home and I had bug bites on my body and I have pictures of them. I want my money back and I do not ever want to deal with them again. They are very rude and unprofessional and disrespectful , the only way this could be resolved is by them giving me my money back for the mattress the frame, the pillow, the cover and delivery fees that they made me pay twice. I really would appreciate your help in this matter.

  

  Business Response

  Date: 11/18/2024

  Dear BBB,
  
  This is in response to this claim.
  
  Our records reflect an agreement has been made with the customer and their concerns addressed.
  
  We trust this claim is settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant
  

• Initial Complaint

  Date:11/14/2024

  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 5 tables and 40 chairs for our clubhouse 2/20/20. I filed a complaint on 3/28/22 regarding a broken chair leg. My only option was to pick out a new table and chairs, which wouldnt have matched the rest; I had to hire someone to repair the chair. Now the tables are cracking and peeling and those were maybe used at the most 50 times. Usually once a month for 7 months. It is peeling and cracking underneath the glass where no one can even touch it. There was a 3 year warranty and Rooms To Go will do nothing. The order number is ******** dated 02/20/2020. This is extremely disappointing.

  

  Business Response

  Date: 11/14/2024

  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 2021. Our customer purchased the ****** extended service contract powered by ********. All reported concerns were addressed as of April 2022 with no further communication until now. ********* service contract expired as of March 2023.
  Although we value their business, we would be unable to present any course of action given there is no active warranty on the furniture.
  Thank you,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22555702
  
  I am rejecting this response because:  I noticed that Rooms To Go has a 1.8 rating.  I can see why, because your quality is terrible and you dont stand behind it.   This furniture was used less than 50 times and the table have hair line cracks and peeling.  You dont even try to fix the problem.  We spent $8,610.64 on these items.  That is not a small purchase.  I bought our furniture there too and I will never buy from you again.  I will be sure to share this experience with everyone.  I was a **************** Manager for a large utility company.  Your customer service is terrible.  
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 11/15/2024

  Dear BBB,
  
  Our office understands our customers views. Unfortunately,our position as outlined previously remains unchanged.
  
  We consider this claim closed.
  
  Respectfully,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:11/14/2024

  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.

  Purchased a 500$ faux fur rug. After 2 months of having it in my home, following proper care instructions, it has matted in areas. Manufactors care instructions are vaccuming without a roller bar and spot treating with water and mild detergent. I called Rooms to Go about it, customer service care first and they said they do not help with rugs and to talk to the location I purchased. I called them and talked to them, they had no idea how to fix it or any other care tips. They opened a case for me with customer service care which then had someone come out to review the rug. They took photos and checked it out. Now they are saying it is normal wear and tear. Which is odd as the one in the showroom has been there for months and had people walking with shoes and has no matting on it yet after two months mine is basically ruined in spots. I understand that they do not cover wear and tear but I feel like this is a manufactors issue yet they seem to not want to do anything. I honeslty would even talk some sort of discount for this rug if they offered money back. I just cant see how after following the correct care it still gets ruined, and it being 500$ in price still. I could maybe see how after a year it would be like this but not 2 months all the while the showroom faux fur rug looks completely fine just dingy from people walking on it. Either there is more care that they can tell me to help or they just don't want to replace it, but either way I do not think it should've done this this soon. And customer service care just keeps claiming that it looks like a rug when the fibers are two clearly differnt ways. I also do not understand how they sent out a tech, and told me that it takes 2-3 days to write up a report yet only after 1 day they are saying its wear and tear. I honestly just think they do not want to admit fault on this product.

  

  Business Response

  Date: 11/14/2024

  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 a resolution has been agreed upon with our customer and their concerns addressed.
  
  We trust this claim is settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 11/14/2024

   
  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,
  
  **** *********