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

  
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  Rooms To Go

  1821 W Brandon Blvd Brandon, FL 33511-4811

  
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  Rooms To Go

  3520 Tamiami Trl N Naples, FL 34103-3703

  
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  Rooms To Go

  8620 Jw Clay Blvd Charlotte, NC 28262-8418

  
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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:10/17/2024

  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 went to rooms to go looking at some furniture and i spoke to ***** he was the one that help me.He told me my down payment and I put down 2000 toward the *********************** after I had left the store I decided I didn't want it and I found out my parents was buying my *********************** I call back to the store to talk to someone about getting a refund on the down payment that I had just made on the furniture.And I spoken to the manger at the store over the phone on Oct 4 2024 that day I put the deposit down on the *********************** he told me i would have come back to the store to swap my debit card again to get my refund.i only use one card for the down payment,When I went back to store that evening they swap my card three time like they didn't know what they was ******** the manger was like it takes couple of days to get your money back all of ***** in couple of days I only received part of my money back not all of it like i pay with my debit card which was 2000 dollars, and in those couple of days I only received ****** back on my card.I have been calling ever day talking to manger whos on duty and all of them keep saying i don't know way you having received your refund and keep saying it on the corporation its not they fault. I put my deposit down on that furniture in that store with one debit card I should have gotten all my money back just like they took it off my card,Now they giving me the run around almost three weeks later.I need rest of my money back.This is a terrible company to do business with. and they keep saying I had two cards that I use.I only use one debit card I need rest of my money.If nothing is done threw bbb.I am going seek someone else help about this.I am tired of run around

  

  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.

   

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

• Initial Complaint

  Date:10/15/2024

  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.

  On November 1, 2023 my wife and I purchased a Teak outdoor table and 6 chairs from ****** *********. Our salesperson, ****** who also sold us teak conditioner. Moreover, we purchased the extended warranty. However, as of 14 days ago, nothing has been confirmed through several communication channels that we submitted. Again, revisiting, the warranty department and forwarding another email address inquiry to report a warranty claim update. To begin, this claim is based upon wood checking/ splitting. We contacted *** warranty service today and spoke to a representative that informed us the warranty was submitted, but, there is no claim number. How is this to be resolved? She denied our claim after 15 minutes on hold. I asked how can a claim be denied when there is no reference of this warranty claim. Moreover, the only proof is this conversation because again there is no ticket number. Her explanation was based upon mold and dirt. Mold and dirt is not covered under their warranty. I explained to her, this was not submitted describing dirt nor mold. Its unreasonable for a claim to be denied after 15 min on the phone. Especially since its under a year old, in a covered area, and with extended warranty. I stated, send a service tech to put eyes on it. After she explained there was nothing she could do, I asked for her supervisor. ********, picked up the phone, said he was the supervisor and deciding factor. Again, I explained my position. We went round, I asked for his supervisor. He said this is as far as this concern goes. I told him I want his boss or the owners email or have them call me. He stated he is as far as it goes. There is no other person and he would hang up the phone if that answer wasnt good enough for me. This is unacceptable, unreasonable, and pray considering these circumstances this issue can be resolved in a timely matter. The table is under a year old, extended warranty and covered area, teak wood should no be in this condition period.

  

  Business Response

  Date: 10/22/2024

  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,

  ******* *.

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22427659
  
  I am rejecting this response because:
  There is not a solution to the problem. Contacted ***** T today and was informed extended warranty claim was denied by an outsourced company. The set is 10 months old and has a one year manufacturer warranty through rooms to go. I was told that is not the case and they have no decision making in that form. It was out of their hands per ***** T

  Inwoupd Like to add that we have several pieces from rooms to go that are reek, that were purchased the same day. Chairs, sofas outdoor sectional, ext. by the was are in direct sunlight 24-7. It is unreasonably for a 10 month old table, with a one year manufacturer warranty, in addition to an extended warranty Im being denied because of special training in outdoor furniture per ***** T 
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 10/24/2024

  Dear BBB,

  Our office understands our customers views.

  Unfortunately, our position as previously discussed with them remains unchanged. Rooms To Go offers a 1-year warranty for manufactures defects as stated on the terms located on the customers purchase receipt. 

  The issues on this outdoor dining set are dirt, mold and checking which are not defects in the product and are caused by lack of care/maintenance. Although we value our customers business and sympathize with their concerns, please understand we are abiding by the guidelines within the service contract.

  On behalf of Rooms To Go, we apologize that we are unable to accommodate their request due to the reasons explained above. 

  Thank you,

  ******* *.

  Customer Answer

  Date: 10/27/2024

   
  Complaint: 22427659
  
  I am rejecting this response because:
  They keep referring to dirt mold. This is not the issue at hand. The table may be dirty, however, there has never and is to date no mold present. I do not understand why they insist on referring to mold and dirt. It is obvious that this company does not stand behind their product. Again, as stated, the table is 10 months old as originally stated one month ago to the company. The pictures attached are picture of the legs and apron. This one example that I am proving to you your statement(s) can not support your reasoning. You are defending your policy but your statements of dirt and mold are untrue. If your statement that you believe is true of dirt and mold is the issue. *** doesnt my extended warranty cover it? You simply ignore the issue rather than navigating a solution. This table is less than a year old and I purchased an extended warranty!
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:10/14/2024

  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 purchased a couple of sectionals and coffee tables from rooms to go. In addition, we paid for a 3-year warranty that was pushed by the sales team. We have had three issues in a year so far. One couch makes noises when we sit; the other is developing tears in the cushions, and the coffee table has developed some water stains from one of the kids leaving a cup on the table. All these issues are supposed to be covered in this warranty; however, the warranty has tried to find every loophole possible not to cover it, and we have been bounced back and forth from warranty to room to go customer service, pointing fingers at each other. We have been left with nobody caring about the customer and their purchase protection promises.

  

  Business Response

  Date: 10/17/2024

  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 with Rooms To Go. Our customer was contacted by ******** as they purchased an optional service plan, and they are currently working together to reach a resolution.
  
  We consider this claim closed.  

  Thank you,

  ******* *.

• Initial Complaint

  Date:10/08/2024

  Type:Sales and Advertising 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 would like the amount I paid for protection refunded. I have a cut which is covered by the advertisement that *** uses on its website and store that the protection covers and when I call they denied my coverage. I want the money back for the coverage since *** is falsely advertising the claim protection. This is false advertising and is illegal. They do not put any type of specifics behind their ad which shows what is covered. I've attached my receipt so you see how much I paid for the coverage as well as their advertisement which is on their public website. I will never purchase anything at *** again and will never give them any support. They have deceptive marketing practices and are blatantly lying about the coverage.

  

  Business Response

  Date: 10/15/2024

  Dear BBB,

  We are in receipt of this complaint.

  Our office has reviewed our customer’s account in its entirety. We have addressed the concerns outlined with them directly by explaining their account has no active Rooms To Go warranty.

  Our customer purchased the optional service plan powered by Fortegra, and their guidelines are clearly outlined under their website. The reported issues are not covered under the listed terms and conditions backed by this vendor.

  We trust this claim is settled.

  Customer Answer

  Date: 10/15/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22396074, they are not going to do anything to correct the situation. So I give up. 
  
  
  
  Sincerely,
  
  
  
  Ana Ferreira Martinez

• Initial Complaint

  Date:10/07/2024

  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 gaming chair plus warranty. Was inspected and concidered not repairable. I can pick a new chair for replacement of chair in the same amount. Now we went to the store to get replacement was told will not exchange for a vendor purchase that rooms to go is advertising. Manager hung up on **** would like to resolve this issue

  

  Business Response

  Date: 10/17/2024

  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:10/07/2024

  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 sofa on Sep 23, 2023, with a protection plan. Called in a request to repair the phone charging feature on the left side of the sofa on Oct 27, 2023. ********* came out and stated a part need to be replaced. Never heard from Rooms to Go again. Health issues has caused me to readdress this issue today. Called Room to Go and received the ultimate runaround trying to get to **************************** to get this matter resolved. I got connected to numbers that were not in service. When given Guardian's direct number, I was connected to Room to Go again. When they try to connect me again, the number was not in service. To say I am frustrated, puts it mildly. Lastly, In Sep 2023, I went into the store to get the spelling of my name corrected. They told me I had to call customer service to get it done. I talked to customer service, today, about changing the spelling of my name and they told me I had to go into the store! I would like a replacement as this feature has NEVER worked.

  

  Business Response

  Date: 10/15/2024

  Dear BBB,
  
  We are in receipt of this complaint.
  
  A resolution has been agreed upon with our customer and their concerns were addressed.
  
  We trust this claim is settled.
  
  Thank you,

  ******* *.

• Initial Complaint

  Date:10/05/2024

  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.

  I filed a warranty claim in August 2024 due to stains on various parts of the sofa and the poor workmanship for the ottoman purchased. I followed the warranty guidelines provided at the time of purchase, including contacting Rooms To Go customer service immediately after noticing the issue. Despite numerous phone calls, and attempts to resolve the matter, I have not received any adequate resolution. Specifically:1. I was promised a follow-up from Rooms To Go on September 20, 2024 but received no response or update. 2. The customer service representatives have been inconsistent and deceptive in explaining the warranty terms and conditions, leading to confusion about what is covered under my warranty. 3. On September 6, 2024 a technician was sent to inspect the item, and informed me that he would submit an order for a replacement of the ottoman and new coverings and I would be contacted with 3-5 business days regarding the shipping for the requested items. However, I was later informed that the claim was denied and later that the denied claim was disputed since then further action been taken to address the issue. 4. I have asked for either a repair, replacement, or refund as per the warranty terms, but Rooms To Go has failed to honor this request.This failure to resolve my warranty claim has caused significant inconvenience and frustration. As a customer, I expect my concerns to be addressed promptly, and for Rooms To Go to fulfill its obligations under the warranty agreement.Because of their deceptive selling practice by their sales associate as it pertains to the warranty coverage and the horrible customer service. I am requesting the following actions to be taken by Rooms To Go:- Immediate reselection for item of equal or greater value. I kindly ask that this matter be escalated and resolved as soon as possible.Thank you for your attention to this matter. I look forward to a prompt resolution.Sincerely, ****** ******

  

  Business Response

  Date: 10/15/2024

  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:10/03/2024

  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 family and I purchased a nursery set for newborn daughters nursery on 20Apr24. Ord#******** We paid extra for ****** the pooh artwork on the furniture. The order was delivered on 11may24.Because we are still dealing with contractors from Hurricane *** we left the crib set in the boxes to prevent the crib or anything from being damaged by the ************** wife and I finally decided to set up my daughters nursery at the end of August and discovered that a couple of things were damaged and not made right. Which wasn't a big issue because we were able to call customer service to have stuff fixed/replaced. The problem began on 11Sep24 when they came put to fix the drawers and head board on the crib. The delivery driver that came out took the artwork that was in the headboard of the crib instead of pulling it out. We did not pull it out because I was at work and my father who was home at the time did not know they were going to take the headboard until they already loaded it and by the time he realized what had happened they were already gone. We have since made several phone calls to customer service and sent emails to get this rectified. The replacement was supposed to be delivered today 3Oct24 but the delivery driver stated that he can not leave the artwork because there was no other art work for him to pick up. The level of ineptitude that is going on at rooms to go should be criminal. It was very explicitly explained on numerous occasions that the artwork was originally taken when it was not supposed to be and we were told this was supposed to be a delivery. However some moron who doesn't know how to listen put in that it was damaged and needed to be exchanged. This has put a lot of stress on me and my family as we want to finish my daughters nursery but also want what we paid for.

  

  Business Response

  Date: 10/14/2024

  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.
  
  A follow up will be sent once matter(s) are concluded.

• Initial Complaint

  Date:10/02/2024

  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 filed a claim under my extended warranty. A technician came out and determined that the chair would be replaced and that Id get a call within a week to set up the replacement chair and delivery. No one called. Over the next 3.5 week I called often and was repeatedly told that theyd look into it and call me back. No one ever called back. Today I called and was told the claim was denied because my warranty had expired. I asked why the claim was denied and the agent agreed that the warranty was still active on the day the technician was at my house, but has since expired so the claim was denied. I reported the issue with the chair within 24 hours of noticing it (both at the ********* store as well as on the phone) and well within the terms of my warranty and its duration. I think they didnt call back so they could string this along then deny the claim.

  

  Business Response

  Date: 10/04/2024

  Dear BBB,
  
  This is in response to this claim.
  
  Our online complaint office has reached out to our customer and is in the process of addressing their concerns.
  
  We trust this claim has been answered.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 10/07/2024

   
  Complaint: 22373268
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:10/02/2024

  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 recently purchased a dining table and it was starting to scuff and the paint came off in some spots. I had someone come out to repair the holes on the table. He painted it over and it still does not look great. He said I could call customer service to get a replacement table. I call them they tell me to wait 3-5 days for someone to call me back about the next step. It's been 5 days now and I call customer service back they tell me I have to wait another week. I'd like someone to help start this sooner then later, I am in the warranty and do qualify for a replacement.

  

  Business Response

  Date: 10/04/2024

  Dear BBB,
  
  We are in receipt of this complaint.
  
  On behalf of Rooms To Go, we apologize for any 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

  Customer Answer

  Date: 10/07/2024

   
  Complaint: 22371713
  
  I am rejecting this response because: No resolution has been reached. So I am rejecting the response for now to keep the case open til we reach a resolution. 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 10/14/2024

  Dear BBB,
  
  We are in receipt of this complaint.
  
  A resolution has been agreed upon with our customer and their concerns were addressed.
  
  We trust this claim is settled.
  
  Thank you,

  Customer Answer

  Date: 10/18/2024

   
  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,
  
  ******* *******