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: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.

  My couch was purchased Jan 15th 2021 for $859.31 from rooms to go with 3 year warranty from ********. I submitted a warranty claim August 5th 2022 which was approved/covered under warranty. claim number ******* authorization per Fortegra was sent to rooms to go 8/18/2023. That already is a year from the time I submitted my claim to the time the authorization was sent that no one has contacted me and i havent and still havent received my replacement for my couch. My couch is also under financing, which I have been making payments on but also submitted a claim with them for them to investigate why i havent received my replacement. it wasnt until August 2024 i was made aware that my couch is no longer in stock. im a consumer who purchased a couch and utilized my warranty, rooms to go and ******** has failed to provide a solution they are pointing fingers at each other. im requesting a full refund of the purchase amount and fees associated with

  

  Business Response

  Date: 10/14/2024

  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 plans. As a gesture of goodwill, we proposed a resolution. Our customer has declined this offer; therefore, we consider this claim closed.   

• Initial Complaint

  Date:10/01/2024

  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.

  I have ordered a bedroom set the first mirror was scratched and chipped the second on the mirror was shattered and now there telling me its on back order and cant be replaced right now and only offered a 25 dollar credit

  

  Business Response

  Date: 10/03/2024

  Dear BBB,
  
  We are in receipt of this complaint.
  
  A resolution has been agreed upon with our customer and we are in the process of addressing their concerns.
  
  We trust this claim is settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:10/01/2024

  Type:Customer Service 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 received my couch in July. Its a sectional and the middle part squeaks (no one sits on that part). I have had the repair person out from *** multiple times to fix it - same complaint. Its not fixed because Im sitting on it and it is still squeaking. I think its the frame. I just called *** to have them out again. She said there is nothing to they can do about it because my warranty is out. I told her its the same complaint and they havent fixed it. She said I dont have the extended warranty. I told her I wasnt offered one. She said there is nothing they can do. I asked to talk to someone above her and she said there is no one.I am writing for a resolution because it is the same complaint Ive had over the past year. I also wasnt offered an extended warranty. I will never buy RTG furniture again if this is how they treat customers. They should fix it or exchange the middle portion out.

  

  Business Response

  Date: 10/02/2024

  Dear
  BBB,
  
  We
  are in receipt of this complaint.
  
  Rooms To Go offers a 1-year warranty for manufacturer’s
  defects as stated on the terms located on the purchase receipt. This expired in
  July 2024. All reported concerns were addressed as of January 2024 with no
  further communication until now.
  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,
  
  Nannette
  O.
  Presidential
  Assistant

  Customer Answer

  Date: 10/04/2024

   
  
  Complaint: 22363054
  
  
  
  I am rejecting this response because:

  1. The squeaking is the same complaint I filed with RTG during the warranty. 
  

  2. Because it is still squeaking, RTG never addressed/fixed the problem. 
  

  3. I was never offered an extended warranty.

  4. I made multiple complaints, and this is another one, that RTG sold me a broken product. A couch should not sound like this if it is a little over a year old.

  5. I get the impression RTG does not care about losing me as a customer from that response.

  
  Sincerely,
  
  
  
  Samantha Miller

  

  Business Response

  Date: 10/04/2024

  Dear BBB,
  
  This is in regards to the latest reply.
  
  We apologize once more for any disappointment caused. Unfortunately,
  the position as outlined in our previous response remains unchanged.
  
  Respectfully,
  
  
  Nannette O.
  Presidential Assistant

• Initial Complaint

  Date:09/30/2024

  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 wife and I purchased furniture from *************************************************-to-Go on 01/09/2020. We originally purchase a POWER reclining sofa and love seat with end tables. Rooms to Go delivered MANUAL reclining sofa and love seat. We went back to the store and they said they misunderstood what we wanted and agreed pay half the difference in price between the manual and power furniture. We agreed and had the Power sofa and love seat delivered. About two years later, we noticed that the frame on the love seat was bent. It was within the extended warrantee period and they had a repair person come out and agree that the frame was bent. He ordered a new frame for the love seat. 5 months later the part finally arrived only to find it was the wrong part. Rooms to Go then agreed to replace the love seat, however, the product had been discontinued so they said we had to go to the store and pick out something of equal or greater value than the love seat and sofa combined. We did that and ordered another love seat along with two recliners. We had to pay the difference in price, plus the delivery fee. We agreed and paid on 09/05/2023. After using the furniture for a couple of days, we noticed that the seat cushion on one side was faulty and there was a defect in the leather. Rooms to Go agreed and delivered a replacement. Less than a year later, the same bent frame issue occurred. The repair man agreed and put in a claim for a replacement sofa. We were informed again, that we had to go to the store and pick something out of equal or greater value. This time we did not agree on a replacement and requested a refund. Rooms to Go said they do not give refunds and we had to go to the store and pick something out at the depreciated value or greater of the furniture we purchased. We do not want another product from Rooms to Go and want our money back. We want all of our money back, not their depreciated value.

  

  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:09/30/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased furniture from Rooms to Go. The mover knocked a brand new light fixture off the wall and broke it. he put it back on the wall and did not tell me he broke the light. Second, they brought the wrong colored bed railings. I questioned him about the items and he stated that he had called his manager and his manager advised him that someone would be out in 2-3 days to exchange them for the correct ones. He advised his manager would call me within the hour for the exchange. Last and most importantly, I received a delivery receipt with my name forged on the signature line. I was never presented with the receipt. I called the company to bring this to their attention as well as filing a claim for my light fixture ($39.99 plus tax). I was advised to take pictures and someone would contact me in 3-5 business days. I mentioned the rails and asked what day to expect the delivery for the rails (2 blue side rails) to be told they wouldn't be delivered until December 27th. I called two days later for assistance and was assured I would get a call the next day; nothing. Fast forward to today. I contact a supervisor who argues me up and down that it's common place for the drivers to sign the delivery receipts. I've always signed my delivery receipts because I'm acknowledging I am satisfied with the merchandise. He told me no, it means I am only acknowledging I purchased the merchandise. The delivery drivers are allowed to sign my name. Absolutely not! I asked to speak to his boss and I was advised that there was no one higher than him and it is not his job to take calls. I do not see my issue getting resolved with that type of attitude. I want to be compensated for my light fixture and the drivers reprimanded for committing an act of fraud for signing my name to a document, and agreeing to receive a product that was delivered with the faulty items.

  

  Business Response

  Date: 10/02/2024

  Dear BBB,
  
  We are in receipt of this complaint.
  
  A resolution has been agreed upon with our customer and their
  concerns are in the process of being addressed.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  Nannette O.
  Presidential Assistant

• Initial Complaint

  Date:09/30/2024

  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.

  When I purchased the ***** ******** couch and ottoman, I was sold an insurance coverage plan for 3 yrs. The salesman directly said to me: "Anything, cuts, stains, spills, water damage, we will exchange the couch for you no hassle." With hurricane ****** passing through, my furniture was completely destroyed. I called customer service to exchange the couch and they said they do not cover flood damage. So the insurance coverage was a blatant lie to my face. I will never purchase anything from RoomsToGo again, and I will forever recommend potential customers to go elsewhere. I am extremely unhappy I was charged roughly $200 for an insurance policy that essentially doesn't cover anything.

  

  Business Response

  Date: 10/02/2024

  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. Our customer purchased the ****** extended service contract powered by ********. We regret neither warranty/service plan covers damage caused by natural disasters as printed on the contract terms.
  With respect to their situation, the reported situation would fall under the purview of the consumers homeowner/renter insurance. 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

• Initial Complaint

  Date:09/29/2024

  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 ordered a couch in March. I was told it would arrive in a month. I was told the deposit was refundable for up to 90 days as highlighted in the picture and was shown at time of sale. I called to check on delivery and was told it would be in August so I canceled in May which is less than 60 days. I needed a place to sit in my house. Rooms to Go would not refund my deposit. I canceled because I was told it was delayed. I would like my deposit refunded on my card. Kind regards ****** **********

  

  Business Response

  Date: 10/01/2024

  Dear BBB,
  
  This is in response to this claim.
  
  Our office has reached out to our customer and addressed
  their concerns.
  
  We trust this claim is settled.
  
  Sincerely,
  
  
  Nannette O.
  Presidential Assistant
  

  Customer Answer

  Date: 10/16/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22355372, and find that this resolution is satisfactory to me as RTG has satisfied my concerns.
  
  
  
  Sincerely,
  
  
  
  George Van Syckel

• Initial Complaint

  Date:09/28/2024

  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.

  September 7th 2019 I purchased a mattress from Rooms to Go. I was told by the sales person they were running a special and that if I purchase a certain mattress the base was free. Around September 2024 I noticed a dip in the mattress and called customer care and was told it was under warranty. Someone came out 9/19 to inspect the mattress and after a week I was told by customer care the mattress was defective and they offered to replace it at cost and fees. When I went into the location today I was told my warranty value was $610 which was not what I paid. The told me I only paid $710 for the mattress and around $500 for the base. Even though I was told it was free and I dont have a receipt with a cost break down. They said the offer was only for the base upgrade and I needed to read the fine print. The $100 difference was that I had to pay a $99 restocking fee. They also offered me a replacement that was less quality than what I had and that I had to pay $500 for similar quality. I spoke with the manager Bo and told me he couldnt do anything and I needed to contact customer care. He was not helpful and didnt even want to look at my receipt. I had to email it to customer care just for them to see the discrepancy. ************* offered $710 and waived the restocking fee and the shipping fee. To get a similar quality mattress the salesperson ***** stated I had to pay $247.51 difference which is not fair. I should be able to receive a mattress up to what I originally paid since I was told the base was free and my receipt does not reflect the cost of the base. Additionally they chose to include the cost of the mattress pad but intentionally left off the base price. Basically I was lied to and the store does not want to make it right. This is very deceptive.

  

  Business Response

  Date: 09/30/2024

  Dear BBB,
  
  This is in response to this claim.
  
  Our office has reached out to our customer and addressed their concerns.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22354183
  
  I am rejecting this response because: I was basically told that there shouldve been a placard explaining that the cost was an upgrade and not free as I was told. There wasnt.  She also said there is nothing more they can do. Once again their pricing is very deceptive and their sales people are very dishonest. Im a disappointed the corporate office seems to promote an encourage these behaviors. I should be reimbursed my cost for the replacement. 
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 10/03/2024

  Dear BBB,
  
  Our office understands and appreciates our customers views.However, we expressed our companys position to the customer directly. Regrettably,it remains unchanged.
  
  Respectfully,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:09/26/2024

  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.

  I purchased a bed for my 13 year old son June 2023. I have had to call rooms to go on 3 different occasions because the bed was faulty. They came out several times to replace parts. In April they replaced a part of the bed because it was still very squeaky. The bed continues to do the same thing as of today. I called Rooms to go and they said the year warranty is up and there isnt anything they can do. I would understand if I didnt have to call them to replaces faulty parts in one years time but it's been nonstop issues since i purchased the bed. I asked them to replace it with a bed that will not make noise or refund me and they will not help at all. No where on any disclosure on their website for this bed states that the bed will make these noises. Had I known I wouldve never purchased the bed.

  

  Business Response

  Date: 10/01/2024

  Dear BBB,
  
  We are in receipt of this complaint.
  
  A resolution has been agreed upon with our customer and we are in the process of addressing their concerns.
  
  We trust this claim is settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 22344304
  
  I am rejecting this response because:
  They are sending another tech out to my house to review the bed even though this will be the 4th time. I do not want them to a change anymore parts since its happened several times already and we are still having the same issue. I need a functional safe bed for my child. All I asked was to switch it out for a bed that is safe for my child. They are coming out on Tuesday the 8th. I know they can claim the bed as faulty with their company insurance. I dont understand what it will take for them to make it right. Then they will let me know what they are going to do. Hopefully they do the right thing. 

  Sincerely,
  
  ***** ********-*****

  

  Business Response

  Date: 10/03/2024

  Dear BBB,
  
  We are in receipt of the latest reply.
  
  Our office understands our customers concerns. We have notated the account accordingly.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 10/16/2024

   
  Complaint: 22344304
  
  I am rejecting this response because:

  I just took this video a couple of minutes ago. 

  2 Rooms to go technicians came to my

  House and pretty much said there is no defect with the bed. **** said that I need to add 2x4 pieces of wood to the back of the bed so it will minimize the noise. For the amount I paid for the bed I should have to rig it. All I asked was to return it for a bed that doesnt squeak. They are not willing to do anything for me. My son has a learning disability and he needs his sleep. The bed might not cause any physical harm but mentally it does. 

  Ill never purchase for them again.

  
  
  Sincerely,
  
  ***** ********-*****

  

  Business Response

  Date: 10/16/2024

  Dear BBB,

  This is in regards to the latest reply.
  

  Our office has reviewed our customers account in its entirety. We previously addressed the concerns outlined with them directly by explaining their account has no active warranty plans. As a gesture of goodwill, we sent a technician to evaluate the bunk bed. Our customer was aware and in agreeance of the guidelines regarding our offer of the service call. The bunk bed was found to be up to the manufactures specifications and our customer was educated on this product during the in-home appointment. No defects were found.

  We consider this claim closed.  

• Initial Complaint

  Date:09/23/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good afternoon. This is ***** de los Angeles ****** ******* A few days ago I made an online complaint to the H363137**3238313831H regarding a purchase I made at H3***383437333437**33H on September 2nd.The bedroom set, which consists of: bed, 2 nightstands and a dresser, was due to arrive on September 5. I paid ******** usd for these items, including delivery and installation.On the agreed day they delivered and carried out the installation, but the dresser arrived broken and a table was damaged.Due to this situation I had to wait 1 more week to have the replacement because the earliest date they had available was September 12. I didn&#**;t complain and waited.During this replacement I realized that the mirror was damaged (I had not seen it before because the people from the 1st delivery left the mirror behind the damaged dresser) and I suppose that at that moment when they had to move the bed, it was damaged ****** order to receive the replacement, my husband took off work that day, money that he didnt earn because of the H3***383437333437**33H service; which once again arrived ********** this situation: I called the H3***383437333437**33H customer service to request that the items be delivered to me no later than September 14 or 15, since I paid for an expensive service because I need that H**313***3636353035H by that date and they were already late in its delivery, to which they said it could not be; Already upset by this whole matter, I requested a full refund of my money because I no longer want their items or their service and they told me that there was no refund of the money.On September 14, my day off, I went to the store to talk to the manager and raise this whole problem. He told me the same thing, that they did not have a return policy and as compensation what they could offer me was a 100 usd discount (a ridiculous compensation because not only did it affect not being able to have the H**313***3636353035H that I paid for so dearly when I needed it but it also affected my finances by stopping working due to poor work on their part).Anyway, they gave me no other option and against my **** I ** still waiting for a replacement because neither my husband nor I can once again stop working due to their ************. So I have to wait for my next day off, the 21st of this month to see if this time the items are not damaged once ******** complaint lies in this: when H3***383437333437**33H provides bad service, they should prioritize the affected customers more and if they repeat the bad service they should have a clause that favors the customer for their bad service: how to be able to return the items in case that one no longer wants them or if they are going to compensate the affected client, do not give a ridiculous sum of money that does not compensate in any way for all the time lost and not receiving money for their errors.I attached photos of the damaged items.Buenos d&#***;as. Le env&#***;o los datos solicitados. Nombre: ***** de los Angeles ****** ******* Direcci&#***;n: **************************** Tel&#***;fono: ************ No entiendo a qu&#***; se refiere con lo de la resoluci&#***;n espec&#***;fica que busco con H3***383437333437**33H. Supongo la pregunta sea, a qu&#***; deseo hacer con el juego de cuarto. Lo que quiero es devoluci&#***;n completa de mi dinero, ya no quiero el servicio de ***************************: ***** de los Angeles ****** ******* Address: **************************** Telephone: ************ I don&#**;t understand what you mean about the specific resolution I&#**;m looking for with H3***383437333437**33H. I guess the question is, what do I want to do with the room set? What I want is a full refund of my money, I no longer want the H3***383437333437**33H service.

  

  Business Response

  Date: 10/02/2024

  Dear BBB,
  
  We are in receipt of this complaint.
  
  A resolution has been agreed upon with our customer and we are in the process of addressing their concerns.
  
  We trust this claim is settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant