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:11/14/2024

  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,
  
  **** *********

• Initial Complaint

  Date:11/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2 piece sectional some 2 years ago.Before the 1st year was up they had to replace all the cushions due to excessive sagging.Several weeks ago I contacted the Extended warranty co.because of the same problem.They sent someone out to inspect and decided it all needed replacing.Rooms to go sent me half only.I called them and they said it was all that was ordered.Ok.mistake made.I understand.I called Warranty co.which is,Guardian,and tried to place new claim om other half.They sent me back to rooms to go who sent me back to Guardian.Guardian said nothing doing because it is past 30 days of original claim.I called rooms to go and asked for someone to look at it and was told no.I said ok just send me the new half and they told me it was discontinued and would call me back.Never did.I called them back and asked them if they didn't stand behind what they sold .Nothing they would ******** I had a new half delivered.I guess it's no longer discontinued. I now have 1 half of a sectional sofa that sits 2 inches taller than the other half that is worn out.I told them if they would give me credit for this junk I would come in and buy another sofa in a different style.This style is no good They said no.I now have to buy a new sofa but not from them.Ever.

  

  Business Response

  Date: 11/14/2024

  Tell us why here.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: 11/25/2024

   
  Complaint: 22553616
  
  I am rejecting this response because:

  The account is under **** ******. Phone ************ or ************.The order no. when we purchased it is 17522313.Thank You
  
  Sincerely,
  
  **** ******

  

  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 Guardian.Any course of action would be under Guardians purview.
  With respect to their situation, we have reached out to ********* liaison for more information. The issues reported with the other part of their furniture was denied as it did not meet the requirements under their service guidelines. The customer would need to reach out to Guardian directly should they wish to dispute the denial.

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

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22553616
  
  I am rejecting this response because:

  I've already reached out to guardian several times and I can't even get them to look at it. Sorry for bothering you so much and appreciate all your help. I will just buy a new one and be done with this mess.
  
  Sincerely,
  
  **** ******

  Customer Answer

  Date: 12/05/2024

   
  Better Business Bureau:
  
  I got a call last night from the manager from rooms to go, *****,and he said he would take care of everything. I just went in and picked out a new sofa. He and our sales rep ********* were fantastic and I couldn't be happier. Problem resolved.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:11/13/2024

  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 King size bed frame and head and footboard at Rooms To Go less than a year ago, it's still under the 1 year manufacture warranty and we moved the wooden bed to paint the wall and then moved it back after we were done and the whole slats and sideboard broke off. It's a wooden bed and it shouldn't have broken like that. They are claiming AFTER the ******** came and inspected it saying they would replace it, corporate is saying they won't as it's user error and not their issue. How incredibly Frustrating when it's still under warranty. 2nd major issue we have had with them and we will NEVER order from them again

  

  Business Response

  Date: 11/15/2024

  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 printed on the contract terms.
  Therefore, we would be unable to offer any course of action due to the reasons explained above.
  

  We trust this claim has been answered.

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

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22553120
  
  I am rejecting this response because: this bed should never had broken from moving it back and forth to paint a wall...clearly the sturcture was not built well. Even a partial refund would be acceptable as i had to go and purchase a new bed but i will never shop at *** again.
  
  Sincerely,
  
  ****** **************

  

  Business Response

  Date: 11/22/2024

  Dear BBB,
  
  Our office understands our customers views. Unfortunately,our position as outlined
  previously remains unchanged. We would not be able to comply with their request.
  
  We consider this claim closed.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:11/13/2024

  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.

  Last august 2023 I purchased 2 recliners from Rooms to Go. I also purchased the extended warranty through ********. Last month, a little over a year after I purchased the recliners the switch went out in one of the chairs. I bought the chairs because I am 78 years old and have a bad arthritic back. I filed my claim through ********. It took about a week for them to get back to me and they requested a copy of my receipt and a photo of the hair. I sent them the requested items and after a few days I got a message they couldnt read the invoice so I sent them a closer up copy. After a few days I heard from them that my claim had been approved. After another few days I got an appointment with a Rooms to Go repair technician. He came out last Friday and said the switch was bad. He didnt have any of the switches in his van and said he would need to order one. And, if I was lucky, they would have one in one of their warehouses. If not, it would need to be ordered from ***** and thenwho knows when I would get it!! So today I called Rooms to Go customer service and was told they could not even order the part until they had the go ahead from Guardian. I dont call this service, much less good service. I am due to have a procedure (not surgery) on my back soon and I need my chair repaired sooner rather than later. Any help you can give me will be greatly appreciated. Thank you

  

  Business Response

  Date: 11/18/2024

  Dear BBB,
  
  This is in response to this claim.
  
  Our office has reviewed the account in its entirety. A resolution has been provided to our customer and their concerns have been addressed.
  
  We believe this claim is settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant
  

• Initial Complaint

  Date:11/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently purchased a modular sectional from the ********, ** location with **** ******* on 10/27/24. She was nice in store and I thought she was knowledgeable about the store policy and products but, I was so wrong. I was indecisive about one chair and if it would fit in my space. **** said that was no problem because if the chair did not work out I could exchange it. Fast forward to the delivery, I had a few concerns about the sectional that I communicated to driver and he told be to contact customer service within 3 days about the issues. I contacted customer service and they were willing to resolve all issues except for the exchange. I was told to contact the sales person. I first talked to the manager, **** because **** was not available and he gives me a completely different policy. I would now have to pay a restocking and another delivery fee for an exchange. I was taken back by this response because it was the first time I heard this. I declined and was told to speak with ****. Finally, **** calls be back and now repeats the same policy as manager, not the policy she told me at purchase. I caution everyone to think twice before shopping at this location or any rooms to go. I am seeking a refund for the chaise chair for $649.50.

  

  Business Response

  Date: 11/11/2024

  Dear BBB,
  
  This is in response to this claim.
  
  Our records reflect our service office has spoken to the customer and have addressed their concerns.
  
  We trust this claim is settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22532677
  
  I am rejecting this response because:  thr issue has not been resolved. 
  Sincerely,
  
  ******* Else

  

  Business Response

  Date: 11/15/2024

  Dear BBB,
  
  This is in regards to the latest reply.
  
  We have taken all appropriate actions on the account and their concerns were addressed.
  
  We trust this claim has been settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant
  

  Customer Answer

  Date: 11/15/2024

   
  Complaint: 22532677
  
  I am rejecting this response because: the company has not resolved the issue and they do not seem interested in resolving the issue.  I will not buy anything from this company.
  Sincerely,
  
  ******* Else

• Initial Complaint

  Date:11/05/2024

  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 April, I purchased a Purple mattress from Rooms2Go, along with a warranty to cover potential issues. Soon after delivery, I noticed it was much firmer than expected. When I first called, a representative assured me it just needed time to air out. I waited as advised, but nothing changed.Upon following up, I was told there was no record of my initial call and that I had missed the 90-day return window. Corporate then sent a technician who confirmed the mattress was too firm and defective. However, customer care would only allow an exchange for a model of equal or lesser value, insisting the same mattress was discontinued. I pointed out that its still available on Purples site, but they wouldnt accommodate me.Ive spoken with multiple representatives, including a team lead and the store manager, ******, who confirmed Rooms2Go no longer carries Purple and that neither a replacement of my original mattress nor a refund was an option. I spent $3,299 on a specific product that is now deemed defective, and yet I am being told theres no assistance they can provide.I am seeking a resolution as I feel that a product of this value and with an extended warranty should not be dismissed in this way.Seeking further assistance, I visited the store and spoke to the store manager, ******. She confirmed that Rooms2Go no longer works with Purple as a vendor and that they couldnt help me replace the mattress or offer a refund. I expressed my disappointment with the experience, as I believed the extended warranty should cover this type of issue. I suggested they could at least attempt to reach out to Purple on my behalf to address the defective product.Ultimately, I feel that I followed the proper channels to report and document the defect, only to be informed that nothing can be done. I would appreciate any assistance in resolving this matter, as its concerning that a product covered by warranty could be dismissed this way.

  

  Business Response

  Date: 11/13/2024

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Our office has spoken to our customer and provided a resolution and their concerns addressed.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:11/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I wrote the following letter about the Warranty that rooms to go promised to honor under the 5 year Extended Warranty Plan. Extentented letter is attached to this complaint.Subject: Regarding Contractual request For Furniture Warranty To Rooms To Go Warranty Department:11/4/2024 I am writing this letter to dispute the charge of $1,166.28 on order #******** and request that the warranty be honored ************** law, a retailer cannot require you to return your old furniture to receive a warranty on a new piece, under the ********-**** Warranty Act as this would be considered an unfair practice under consumer protection laws; ******* is one of the states that recognizes an "implied warranty of merchantability," which means that a product sold in the state is legally guaranteed to function as intended for its ordinary purpose, without the need to return an old item, unless otherwise excluded by the seller.According to the law, the furniture bought from a store does not exclude the seller. So therefore, the old furniture does not need to be returned as a replacement to the manufacturer to grant the Warranty. I spoke to rooms to go and could not get a direct email to send this letter to.I kindly ask for help to help resolve this matter.

  Customer Answer

  Date: 11/05/2024

  This response was taken verbally by BBB
  

   

  Better Business Bureau:
  
  RTG contacted me and resolved my issues last night. Please close out my complaint. 
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:11/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought an outdoor patio set from your business a few years ago. I also purchased the two year protection plan on them. I never used the protection plan and now I am outside the protection plan which I totally understand. However, I need to replace the cushions on the Rialto outdoor sectional set that I purchased from you and you do not offer replacement cushions for purchase. This is unscrupulous business practice to not disclose that. You should have company policy that informs the customer that they will never be able to replace their cushions. I bought this set from an actual furniture store that I thought was reputable because I thought that if I ever needed to replace cushions I would be able to. It is my understanding that there are sets that do offer cushions sold as replacements. I would like to exchange my set for one of them please.

  

  Business Response

  Date: 11/06/2024

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Our office reviewed our customers account in its entirety.we have addressed the concerns outlined with them directly by explaining their account has no active warranty/ service plans, and the requested parts are not available from the manufacturer.
  On behalf of Rooms To Go, we apologize that we are unable to accommodate our customers request due to the reason explained above and there is no other course of action we would be able to present.
  We consider this claim closed.
  Thank you,
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:11/01/2024

  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.

  Rooms2go sells me an insurance warranty on my couch for damage.When they are selling you the policy in the store they tell you,"IT Covers Everything".Then when I needed the repair done on my couch I was told it was not covered.This is a bait and switch and they are cheating customers

  

  Business Response

  Date: 11/01/2024

  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 send you 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: 11/10/2024

   
  Complaint: 22500519
  
  I am rejecting this response because:

  The phone number associated with this order is ************

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

  

  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 ********. We regret neither warranty/service plan covers consequential damage as printed on the contract terms.
  Therefore, we would be unable to offer any course of action due to the reasons explained above.
  

  We trust this claim has been answered.
  

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