Complaints
This profile includes complaints for Rooms To Go's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,671 total complaints in the last 3 years.
- 426 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/29/2024
Type: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.
Im writing my concerns based on the fact of my refund that I was verbally promised by ***** at kids sales floor and *** ****** who is the store manager. I was sold on quality, integrity and customer satisfaction when purchasing from Rooms to go and Rooms to go has failed to acquire this after several attempts to resolve my matters. I was given the opportunity to resect, however, I feel I can reselect as much as possible and the quality and lack of care from the team would never make up for how beautiful they may seem to make a furniture look. Im requesting for management and upper executive officers to look over my file and concerns and promptly honor my request for a full refund. Quality is subpar and Im very unsatisfied with the team. I tried to be patient and allow for them to execute on their promises and Im still waiting for this to happen.
Business Response
Date: 11/04/2024
Dear BBB,
We are in receipt of this complaint.Our office has reviewed our customers account in its entirety. We have addressed the concerns outlined with them directly and have resolved their claim.
Thank you for bringing this matter to our attention.
******* *.
Initial Complaint
Date:10/29/2024
Type: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.
Bough 2 set of couches about a month ago, one set has issue with very loud squeaking noise when we sit on it, w you the set is only a month old. The second set has defective cushions barely sat on it and there are e dents. In both cases rooms to go has sent technicians who apparently always claim that there is nothing wrong. I pad a lot of money for a 1 month old set of couches and they refuse to acknowledge the defects or fix them. I need the couches fixed or replaces, not acceptable that brand new couches will have such issuesBusiness Response
Date: 10/29/2024
Dear BBB,
We are in receipt of this complaint.
Our office has reviewed our customers account in its entirety. We have addressed the concerns outlined with them directly and have resolved their claim.
Thank you for bringing this matter to our attention.
******* *.
Initial Complaint
Date:10/28/2024
Type: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.
In less than 9 months the color is coming off the loveseat as seen in photos. When I called customer service they told me it was normal wear and would not be covered. I find it hard to believe that any furniture store would have such a low esteem of the product there selling.Business Response
Date: 10/30/2024
Dear BBB,
We are in receipt of this complaint.Our office has reviewed our customers account in its entirety. We have addressed the concerns outlined with them directly and have resolved their claim.
Thank you for bringing this matter to our attention.
******* *.
Customer Answer
Date: 10/30/2024
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, they have choose to replace it. thank you for your assistance in this matter.Initial Complaint
Date:10/28/2024
Type: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 9/3/24 Rooms to go miss represented synchrony bank regarding fees they add each month Then walked away saying they have nothing to do with the fees. They use iPads to key in your information to this bank They tell me I am approved I went in to rooms to go to pay the account off and ******************** would not take the payment. I asked if they would just take the money like it never happen It seems really unfair I want the fee removed and I want to pay rooms to go in full the balance I had after my cash down. Im now being threatened that more fees will be added .I noticed this on the first statement Due 10/28/24 fee added was *****Business Response
Date: 10/28/2024
Dear BBB,
We are in receipt of this complaint.
Our office has reviewed our customers account in its entirety. We have addressed the concerns outlined with them directly by explaining they financed their purchase through a third-party vendor. Any concerns regarding fees and payments will need to be directed to them. Customer was provided contact information for the finance company.
We consider this claim closed.
Customer Answer
Date: 10/29/2024
Complaint: 22475874
I am rejecting this response because:
Who ever called me on behalf of rooms to Go did nothing, except separate RTG from ***************when you are in the store they totally represent synchrony and speak for them.
she have no idea what i experience, she wasnt there and she wouldnt even give me the courtesy to listen to me after I pleaded with her not to tell me what happen when she doesnt have a clue.
its really sad that a large company would fight and argue with a senior customer over ***** dollars.
I went back to the store to pay off and clear the account when what I read didnt match what was said to me.
They called management and they refused to make it right.
un fair , wrong what ever word you use its not right.
I would know nothing of synchrony bank had rooms to go not keyed my info in that iPad which I couldnt see
When they spoke of the approval you get nothing in writing until The end!
then you read what you are really up against
they represent the bank until they dont want to unfair
i paid the account in full , was told I had 60 months when I saw it wasnt like that I paid in full
I should not be paying a fee, who ever got the fee please return it to me.
You have right ways to make money, I bought furniture from you and came in with every intention to pay you and I have paid your third party in full
return the fee , please
Sincerely,
**** *****Business Response
Date: 10/31/2024
Dear BBB,
Our office understands our customers views. Unfortunately, our position as outlined previously remains unchanged.
Thank you for understanding.Initial Complaint
Date:10/23/2024
Type: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.
My husband ******* ****** purchased a ****** and ****** mattress for $2300 with an interest free payment plan. After four months a defect was found. He called customer service and someone came out and checked it. He was notified that he was to choose a new mattress of same price or higher. There are outstanding payments due as per agreement. Both my husband and I looked at several different brands and all were priced well below our purchase price even before they went on sale. The sales person said policy refused any adjustments on our future payments. Also they wouldnt even issue a store credit which is not what we need. We are in our 80s and dont need any furnishings. Wouldnt want ****** and ******. This seems to us as bad customer service. Some satisfaction would benefit both parties.Business Response
Date: 10/30/2024
Dear BBB,
We are in receipt of this complaint.
Our office has reviewed our customers account in its entirety. We have addressed the concerns outlined with them directly and have resolved their claim.
Thank you for bringing this matter to our attention.******* *.
Customer Answer
Date: 10/31/2024
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:10/23/2024
Type: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.
We purchased a glider chair for our nursery and after few months of use the item fabric is now stretch and after having a repair technician come to our house for repairs he informed us that this is a common issue with this chair and it's not reparable and now that we want a return since they don't have anything similar to what we had they said they won't do that since we agreed on the online purchase agreement for returna only to be done within ************************************************************************ production any longer for a reason they won't help us.Business Response
Date: 10/25/2024
Dear BBB,
We are in receipt of this complaint.
Our office has reviewed our customers account in its entirety. We have addressed the concerns outlined with them directly and have resolved their claim.
Thank you for bringing this matter to our attention.
Thank you,
******* *.
Customer Answer
Date: 10/26/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. ******* reached out to us after she reviewed everything and she is helping us with the return and I find that this resolution is satisfactory to me.
Sincerely,
***** ********Initial Complaint
Date:10/21/2024
Type: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 received my sofa and loveseat on April 23, 2024 and within a couple of months by mid July, I started noticing rips and tears on the sofa make, on several corners, the arm, and on the back, and fabric threads sticking out. I am not satisfied with the quality of the sofas, or maybe it's due to the material. I have several pictures of them on my phone but are saved as .heicBusiness Response
Date: 10/21/2024
Dear BBB,
We are in receipt of this complaint.
Our office has reviewed our customers account in its entirety. We have addressed the concerns outlined with them directly by explaining their account has no active warranty plan with Rooms To Go. We have instructed our customer to contact ******** to file a claim with their extended service contract with them.
We trust this claim is settled.
Customer Answer
Date: 10/22/2024
Complaint: 22451439
I am rejecting this response because:Here are some of the pictures I have taken of my Brisbane Beige Sofa and Love Seat that I bought and received on April 23. I started noticing this about 8 weeks ago but didn't find the time or way to report these. The last picture is how the back has given in. The back pillow goes in front of this.. I simply am not happy or satisfied with the quality of the sofas making and they do not represent the price I paid for them. Very unhappy. We are a family of 3 and we rarely use this sofa, my daughter is 19 and both her and my husband work night hours at the ****************, so they spend most of the day either sleeping or working. I work during the first part of the day 7:20 - 3:30 pm
Sincerely,
***** Anne ***********Business Response
Date: 10/22/2024
Dear BBB,
Our office believes our previous letter was an accurate response to our customers complaint.Unfortunately, there is nothing further Rooms To Go can do regarding the furniture as they are well beyond our service contract.
With respect to their situation, this customer purchased the optional service plan powered by Fortegra. Our records show, the extended warranty company has taken all appropriate actions on the account by replacing the ottoman and scheduling a service appointment for the sofa. Any further concerns will need to be directed to Fortegra.
We consider this claim closed.Thank you,
******* *.
Initial Complaint
Date:10/18/2024
Type: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 swivel chair on 09/07/2024 and the chair looks one sided. Manufacturer defect.Business Response
Date: 10/21/2024
Dear BBB,
We are in receipt of this complaint.
Our office has reviewed our customers account in its entirety. We have addressed the concerns outlined with them directly and have resolved their claim.
Thank you for bringing this matter to our attention.
Thank you,
******* *.
Initial Complaint
Date:10/18/2024
Type: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 furniture in 2021. In 2024, Rooms to Go continues to fill my mailbox with advertising using my personal info. The flyers/envelopes have my legal name, address, and are offering credit at *****% APR. I'm on the federal "do not mail" and no catalog list. Their employee's at headquarters and customer service have no way to "opt out". They are using my info without my permission. Are they selling it to 3rd parties? They need to stop and decease. Please warn others of *****% apr and *****% late fee for their credit card.Business Response
Date: 10/21/2024
Dear BBB,
We are in receipt of this complaint.
Complaint ******** is regarding flyers/ads this customer is receiving. ********************** does not send out advertisements, and they are referring to bulk mailers with ads & coupons from multiple retailers. Unfortunately,we cannot opt them out as it is not our product, we just participate in it. The consumer can opt out of receiving the entire saving packet by going to *************************************************. We also instruct them to contact Valassis consumer line at ************** or visit ********************************. Our customer contacted us via phone call 1/9/2023 at 12:46 PM and were provided with the details above.
We trust this claim is settled.
Initial Complaint
Date:10/17/2024
Type: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 09/28/24 I went into the Rooms to go Outlet (**************************************) and placed an order for a 3 piece living room set (supposed to been a love seat, sofa, & chair confirmed by salesperson ***** ********). Once I got home I thought about it my sister-in-laws address was closer I called the store and talked to ****** about changing the delivery she told me we would have to come back in the store, pay more money, and sign another contract in which my husband went that Monday and none of that took place. They told him it would take a while and that they'll just add the difference to the rooms to go card. I don't know what happened with the person that checked me out on 09/28/2024. I know she was having some issues but she ordered the incorrect chairs. On 10/17/2024 I was delivered 3 small chairs in which I had these taken back because it wasn't what I ordered. Shortly after then I received a call from ***** from the customer department in which he told me to call the store where I purchased them to get them to straighten the order out. I called and talked to ****** and she said she would have the manager *** to call me back. She did with a nasty attitude stating they told me what I was getting and that I saw it on the screen and signed for it. What I saw was three chairs I had no idea this was what it is and plus that wasn't what I had discussed with *****. As you can see this was the second trip we had made to ******** and this time my husband had to take off work because of the time that's allowed for delivery. So I explain to *** we live a good distance away and being that this was their mistake is there any way the set could be delivered directly to me or be discounted something and that's when she really got the attitude. So I told her I will just cancel the order then she told me I have you to know you will be charged 20% so moving forward how do you want to proceed in which this is just unprofessional especially to be a manager.Business Response
Date: 10/23/2024
Dear BBB,
We are in receipt of this complaint.We have taken all appropriate actions on the account and are waiting for our customer to contact us back.
Thank you for bringing this matter to our attention.
Thank you,
******* *.
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