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:05/14/2025

  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.

  BUYING EXTENDED WARRANTY IS A WASTE OF $! SAVE YOURSELF!!!! In February of 2023, I purchased the French Market Dining Set. I also purchased the extended warranty and have close to a year and half left on it. The warranty ended up being worthless and was a total waste. Due to recent renovations, the table was moved out of the way from the renovation area. Once renovation was done, we went to move the table back into the dining area and discovered a rubber glove had been laid on top of the table (nobody claims the glove).When we removed the glove, we discovered it had literally melted the finish from the table (in a glove shape). I was sick. I called *** who then gave me another number to call to initiate a claim. An email was received after having spoken to aclaim person instruction in me to send photos of the damaged table. I quickly replied and attached photos. The next day I was told, via email, the claim has been denied and was not covered under accidental. I was furious and still dont understand how this can be. I now have a ruined table with no accountability and time left on a useless extended warranty. Im so disappointed and will never purchase anything from *** (merchandise quality issues) again let alone a worthless extended warranty.

  

  Business Response

  Date: 05/15/2025

  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 their purchase receipt. This expired in June 2024. They purchased the extended service contract powered by Fortegra.Their guidelines of what is/is not covered is outlined on the paperwork provided at the point of sale and on their website.
  Regrettably, the damage that transpired was a consequence of action caused in the home. We regret this is outside of the terms of the contract. We would be unable to comply with their request. The customer will need to speak to ******** should they wish to discuss their claim denial.

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

• Initial Complaint

  Date:05/13/2025

  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.

  Complaint Against: Rooms To Go Order Number: ******** Customer Name: ******** ***** Phone: ************ Email: ******************* Complaint Summary:I have been a loyal Rooms To Go customer for over 10 years, but my most recent experience has been unacceptable and deeply disappointing. In November 2024, I purchased a sectional that was delivered damaged. After months of delays, I finally got an appointment in April 2025 for a representative to review the issue. I was told the item was discontinued and offered an exchange for equal or greater value.However, many of the available items were either out of stock or not purchasable, and I felt pressured to settle for something I did not want just to satisfy the value of the original purchase. Despite the inconvenience, no expedited shipping was offered, and customer service has been dismissive and unhelpful throughout this process.Rooms To Go has been fully paid for the product, yet I am still left without a satisfactory solution months later. I have been given the runaround and treated poorly, despite my long-standing relationship with the company.Desired Resolution:I am requesting:An exchange for a comparable or correct sectional that is currently available and fits the style and value of the original purchase.A partial refund to compensate for the ongoing inconvenience and months of delays.Expedited shipping at no additional cost, due to the time already wasted and the lack of service provided.I am extremely disappointed with how this situation has been handled and hope that filing this complaint through the BBB will result in a proper and prompt resolution.Sincerely,******** *****

  

  Business Response

  Date: 05/21/2025

  Dear BBB,
  
  This is in response to this claim.
  
  Our records reflect our company's management team has been in communication with our customer and has addressed their concerns. Furthermore, they are scheduled for replacement for the soonest possible for their area.

  
  We trust this claim is settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:05/12/2025

  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 wife and i purchased a table and chairs from rooms to go here in *************. We have not had this set a year before the problem started i called the warranty department. The sent a repair tech to fix the problem. He came with some touch up paint and lacquer. It worked for a few weeks and the paint peeled off the table again. Mind you there is only 2 people in my house my wife and I. We run a food truck, so we are gone majority of the time. No one uses this table. and i called the warranty department again. They sent the same tech out again. He agreed with with my wife and i and said that this should not be happening. Well, we got a call from the warranty department telling us there is nothing that they can do. I spent over $1000.00 dollars for c*** not happy> We will never purchase from rooms to go again

  

  Business Response

  Date: 05/13/2025

  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 their purchase receipt. This has now expired as of February 2025.
  We have reviewed the account and documentation provided and those from each service  in its entirety.Our records reflect the issues previously reported were evaluated by a service agent; however, the issues were not deemed to be vendor related. Repair was done as a gesture of goodwill. We show the last service reported the same kind of damage. Regrettably, consequential damage is not covered under the warranty terms as outlined on the purchase invoice nor under the guidelines of the extended service contract powered by Guardian.

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

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23320956
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

  The repair was done within the first year and it has been relayed to my wife and i from the repai tech that this has been an issue with these tables and you say the repair was done as a good no it was not and i paid all this money for crappy furniture i will bring this to the media.

  

  Business Response

  Date: 05/19/2025

  Dear BBB,
  
  We are in receipt of the latest reply.
  
  Our office understands the views expressed by our customer.Unfortunately, the position previously outlined remains unchanged.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:05/12/2025

  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 a new sectional purchase in late March 2025. I spent $6,000. I was told one piece of my couch was delayed and would be here on June5th. ***** the sales associate assured me that more often he noticed items came before the shipping date. I went into roomstogo on Friday May 9th and told me that the shipment was due for July 2nd. I called customer service and and they told me they couldn't help me and that'll the original date was always July 2nd. The store confirmed. The predatory practices of lying for the sale. I would not have purchased if it was July because I am hosting my 40th birthday party on *********. I Won't have a proper couch for my birthday party. He also lied about connecting all the pieces. ***** is a predatory seller and deceitful. He should be fired.

  

  Business Response

  Date: 05/13/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  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 associated with their order for us to investigate this matter further and proceed with a prompt response.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:05/11/2025

  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 in ************, ** store from **** (April 2025)) a bed and night stand that was delivered on April 15 - this was the- 1st trip upon arrival team noticed the drawers at foot would not stay in place due to the wood board that supported drawers was not made for a queen bed and was told to call customer service to correct customer svc scheduled appt for April 22 to replace part- 2nd trip team again brought wrong part, called cust svc again and scheduled April 29 to replace part (3rd trip) and team again brought wrong part, contacted ******** and initially asked to cancel order but agreed to keep purchase only if they replaced the entire set which they agreed to do and scheduled May 6 (4th trip) to swap out. Unbelievably team arrived again with wrong replacement parting and stated they had no knowledge of swapping out bed, called customer service again (5th time) and got t connected to store manager ****** who asked that I come in store and pick out another set with no additional cost which I agreed to come in on Thursday 8 May he said he would be there until 6pm, however when we arrived at 5pm we were told he was at lunch for an hour and we did not see him. **** original salesman came over and advised we just get a full refund and call it a day & stated there would also be no compensation for wasting our time through this entire exhausting and ridiculous ordeal. This is unacceptable and I want the corporate office to be aware and make this right as we have had to waste a total of 5 days to try to resolve and the store has failed to even attempt to contact me again although I specifically told **** to have ****** or **** (also a manager) to contact me after he returns from lunch; sad to date - 3 days later since leaving the store very upset from having our time wasted so many times, and no one has contacted us and even attempted to correct this issue.

  

  Business Response

  Date: 05/13/2025

  Dear BBB,
  
  We are in receipt of our customers claim.
  
  In regards to their situation, please allow us the opportunity to review and research their account in its entirety. A follow up will be done with the customer once matter(s) are concluded.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 05/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and am working with **** at the store in hopes of getting this situation resolved.  I will update when a resolution is made.  The agreement for now is to return to the store and pick out another bed & nightstand with no additional cost to me.

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

• Initial Complaint

  Date:05/09/2025

  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 2 recliner leather sofa at 06/19/2024 from Rooms to Go . Sofas are beige color. A few months later their colors are started changing specifically from hand rest areas . I reached out to the customer service and explained the situation with pictures they asked , and they will come up with these colors changes are not under factory warranty and need to buy a warranty packet are for color change. They not even come to my house and checked. *** stop find a solution. Please help me Thanks Sevgi

  

  Business Response

  Date: 05/12/2025

  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 their purchase receipt. This expires in June 2025. Since date of delivery, we show no records of any reports regarding any issues with their furniture until now.
  We have reviewed the documentation our customer provided our customer care department. Unfortunately, the issues that are happening to the arm of the sofa is considered consequential damage.
  Regrettably, we would be unable to offer a course of action for this.

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

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23311196
  
  I am rejecting this response because:

   

  im expecting from company to send someone to check to customer complaint on site instead of trying to figure out from the pictures, same color change issue happening in the other parts of the couch as well. Also, we have another same model couch easy to compare. Attached a picture from sitting area 

  
  
  Sincerely,
  
  Sevgi Kara

  

  Business Response

  Date: 05/19/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  We regret a service would not be sent out for issues not covered under the terms of the 1year warranty. Please note that the furniture in question was not delivered in 2024 in this condition. Unfortunately, our position as outlined in our previous response remains unchanged.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:05/09/2025

  Type:Sales and Advertising 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 in June of 2024 with a credit that we received from the company because of a warranty. We purchased a couch and a few other items and the total was more than the credit which we elected to put on our rooms to go credit card. We have a credit card with rooms to go that is in good standing with plenty of credit on it (this is information that you will need later). In November 2024, my husband started to get calls from the bank servicing rooms to go credit card saying that I was delinquent (the company has never reached out to me specifically nor is my husband an authorized user on my account). I went to check my rooms to go card and it was current so we thought it was a scam. This continued to happen through the holidays. Again never to me who is the card holder but to my husband. In January, a random rooms to go account finally shows up on my dashboard for the bank servicing the rooms to go card. An account that I had closed back in 2020 and that I had never used since 2020. I got a new account in 2023. We finally got to the bottom of what was going on. Rooms to go fraudulently opened my closed account instead of charging the correct account that we had given them when we purchased the couch and also charged a much higher amount to the card then what we had originally purchased basically they charged the full amount instead of applying the credits that we had. We put a fraud check on it because the card was opened fraudulently and the amount was wrong. Mean while the couch we had purchased had completely fallen apart so we called and asked about the warranty we purchased. Rooms to go said they couldn't or wouldn't help us unless the fraud claim was removed from the account (that they opened without permission). So if we wanted a replacement we would have to remove it. So we did - then they said it would take 60 days to remove it. Its been 5 months - the fraud alert is still there on the unauthorized card. The store has been no help and so rude.

  

  Business Response

  Date: 05/13/2025

  Dear BBB,
  
  We are in receipt of this claim.
  
  In regards to this inquiry, we are investigating further with our accounting office. We will follow up with our customer as soon as information is acquired.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:05/09/2025

  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 the extended warranty on the sofa and chair that we purchased approximately 1 1/2 - 2. years ago, unsure of the exact date. Our order number is 285-46123. I filed a claim on the sofa cushions which are sagging and not firm any longer. I received a call from *** saying, sorry but cushions are not covered under the warranty,. Then I called them today in reference to a new claim because the sofa material is (they called) fading and again was told sorry but that's not covered. The warranty that *** offers is just a money maker for them, the don't cover a **** thing, sorry, why do we pay good money for the product and then more for the warranty and they cover nothing. Guess I should have had my dog damage it an maybe it would have been ***aired but probably not. We like everyone else works hard for their money and get ripped off and little to no service. I try hard not to take it out on the ** *** because I have been in that business my entire life and I realize it's not their fault. I will NEVER Recommend and/or refer anyone to RTG EVER!!

  

  Business Response

  Date: 05/12/2025

  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 their purchase receipt. This expired in September 2023. They purchased the extended service contract powered by Fortegra.Their guidelines of what is/ is not covered is clearly outlined under their website and the paperwork provided at the point of sale.
  We have reviewed the account in its entirety. ******** approved a service claim for their living room pieces. Unfortunately, the issues with the furniture was deemed to be consequential damage not vender related defects; therefore, not covered under the terms of the contract. Given the length of time passed the 1year warranty, we would be unable to provide any course of action. They will need to reach out to ******** to discuss the denial of their claim.

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

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23309623
  
  I am rejecting this response because:
  
  

  I never received the response that you sent from RTG, My apologies in not responding in due time but it was not received.. I  am very unhappy with what is covered in the additional insurance that we take out. It is just a waste of hard earned money. I appreciate your efforts to resolve/ I will never recommend for deal with RTG again!.

   

  Thanks,

  ****** and ***** *******

  

  Business Response

  Date: 05/30/2025

  Dear BBB,
  
  Our office understands and appreciates their feedback.Unfortunately, our position as outlined previously remains unchanged.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:05/08/2025

  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 Oct. last year I bought a wooden bunk bed set with stairs for drawers, for my 7yr. grandson from ***. I also purchased their extended warranty, Guardian. In March this year, my grandson tripped up those stairs. He reached for the safety rail, and it gave way. He later went up those stairs again, and tripped at the top of the stairs. As there was no safety rail to hold onto, he fell onto the bed, rolled across the bed, and the safety rail gave way. He fell off the bed, and he has not slept in that bed since. I filed claims with ***, and Guardian. *** sent out a technician. Their technician said the safety rails were not repairable. *** and ******** both refuse to honor their warranty. The entire bunk bed set needs to be replaced. I feel this wooden bunk bed set is unsafe, and I would like the metal frame bunk bed set instead. Thank you.

  

  Business Response

  Date: 05/09/2025

  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 their purchase receipt.
  Actions have been taken in order to evaluate the issues the customer reported. Unfortunately, consequential damage is not covered under the terms of the warranty nor under the terms of the extended service contract our customer purchased.Our office has spoken to the customer and have addressed their concerns. Although we would be unable to comply with their request, we presented a course of action as a gesture of good will. The customer refused our offer.
  Regrettably, we would be unable to consider or pursue any other action due to the reasons explained above.

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

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23304432
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:05/08/2025

  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 living room set and they have been out 4 times to correct issues. 1st time the wrong set was delivered. 2nd time a defective ***lacement was delivered. 3rd time a service *** came out and could not fix the issue. 4th time a defective ***lacement was delivered again with missing pillows. Now they are trying to redeliver again and Ive already lost 4 days of work, this will be 5 and I make 90$ an hr so Ive lost a large amount of money already. At this point they should have me speaking with management discussing some type of compensation.

  

  Business Response

  Date: 05/09/2025

  Dear BBB,
  
  We are in receipt of this claim.
  
  In regards to our customers situation, please allow us the opportunity to review and research their account in its entirety. A follow up will done with the customer once matter(s) are concluded.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant