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:09/20/2024

  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.

  1 st mattress was 4/9/24 delivered after less than 3 months the springs were popping through. I returned it and received a second mattress and after 2 months the springs were popping up. They insist I come back and pick out something I paid ******** dollars. I dont want to return to the after being treated not so nicely. I would like to return mattress and get my money back as I am finished with the store. The name of the manager was ***** .

  

  Business Response

  Date: 09/23/2024

  Dear BBB,
  
  We are in receipt of this complaint.
  
  On behalf of Rooms To Go, please express our apologies to
  our customer for any inconvenience they may have experienced.
  
  A resolution has been agree upon and our customer’s concerns
  addressed.
  
  We trust this claim has been settled.
  
  Thank you for time.
  
  Sincerely,
  
  
  Nannette O.
  Presidential Assistant

  Customer Answer

  Date: 10/16/2024

   
  
  Complaint: 22311034

  This response was taken verbally by bbb:
  
  
  
  I am rejecting this response because:

  I have not settled with RTG as they called me and only offered me $481.68 which I declined as how is this fair when I paid them $1,000.00 dollars. I have had to now move to NJ due to the passing of my son and can no longer live in FL without him. All of this has been very stressful and I am just trying to get what I paid for refunded. I am unsure how they came up with the dollar amount they are offering.
  
  
  
  Sincerely,
  
  
  
  Ethal J Homes

  

  Business Response

  Date: 10/16/2024

  This is in
  regards to the latest reply.

  Our office
  has reviewed our customer’s account in its entirety. We have addressed the
  concerns outlined with them directly by explaining all refunds are issued in
  the same manner in which they were purchased. Our records show the customer received
  a full refund on all monies paid.

  We consider this claim closed.  

  
  

  Customer Answer

  Date: 11/05/2024

   
  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 as I received the check today in the mail.
  
  Sincerely,
  
  ***** J Homes

  Customer Answer

  Date: 01/17/2025

  Please see attached response.

  

  Business Response

  Date: 01/20/2025

  Dear BBB,
  
  This is in response to the latest inquiry.
  
  Our office has reached out to our accounting office for more information. They reviewed the statement and also reached out to Synchrony. The finance company has confirmed that the customers account with ********************** was cleared and the customer does not owe anything to them. it simple reflects the credit. ********* advises the customer to contact them directly should they have further questions.
  
  We trust this claim is settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 04/17/2025

   
  Better Business Bureau:
  
  I have received my full refund and am very satisfied that this is all now resolved. Thank you BBB for your assistance and thanks to the girl in WPB of RTG who helped me. 
  
  Sincerely,
  
  ***** J Homes

• Initial Complaint

  Date:09/19/2024

  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 placed an order with this company on 7/25/24, and I have not received all my items as of today 9/19/24. This is the fifth delivery, and my order isn't complete. I've requested a time frame from noon or later, but they give you the time they want even if you explain to them the time given won't work. I live an hour away from the office where my items where to be delivered. I explained this when I placed the order and I was assured that it was fine, but that was 4 attempts to deliver later. They don't or won't do anything to rectify the situation. I requested all my items be in boxes because I have to move them, and I don't want moving parts moving around while driving. Even with this information they still sent items out of boxes, so I didn't take the items when I did get my first delivery, I sent them back and was later told by a manager that everything would be right on the delivery for today (9/19/24, but they sent the items back out for delivery out of boxes once more. So, I called today and spoke with another manager and was told that she will put in a request to have the items in boxes upon delivery which will be scheduled for 9/25/24. If the items don't come in boxes, I told them I would like a refund. I even asked them can I pick the items up from the warehouse in *******, I was told I could when I placed the order only to be told something different later after they got my money.

  

  Business Response

  Date: 09/24/2024

  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 and have
  resolved their claim.
  Thank
  you for bringing this matter to our attention.
  
  Sincerely,
  
  Nannette
  O.
  Presidential
  Assistant

• Initial Complaint

  Date:09/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased an outdoor patio furniture set from Rooms to Go in July 2023. Please see below for what occurred in August 2024.I would give the customer service for this company 0 stars if I could! We purchased 4 outdoor swivel chairs and a coffee table for our patio last July. 13 months later (this August) we called for service because the base of one of the swivel chairs was malfunctioning. A tech came out and said he would order a new base. Just over a week later, we received a call stating they no longer make the set and could not repair it. We were told to go to the store to choose another set. At the store, we were told we had to spend the $5,319, which was our total before sales tax, delivery, and the warranty which we purchased for the first set. We found a new set and we're told we needed to pay sales tax again, for a new warranty again, AND delivery!! The store wasn't helpful but told us to call customer service to have the delivery deducted. After speaking with several people at customer service, we reached the manager. She was the absolute rudest individual we could have spoken with!! We explained that the delivery drivers had to pick the damaged furniture up and should not have to pay another delivery charge. We shouldn't have had to pay sales tax again. She was rude, sarcastic, and didn't give a ****. WE WILL NEVER PURCHASE FEOM ROOMS TO GO AGAIN AND WILL DETER OUR FRIENDS FROM DOING THE SAME!!

  

  Business Response

  Date: 09/20/2024

  Dear BBB,
  
  We are in receipt of this complaint.
  
  With respect to our customers situation, our office has reviewed the account in its entirety. Our records reflect ******** has addressed the customers concerns with the fulfilment of the extended service plan.
  
  We trust this claim is settled.
  
  Thank you,
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:09/18/2024

  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.

  09/18/2024 I contacted Rooms to Go to inform them of the charging ports and light on one of my consoles on my sectional sofa purchased in 2022 and that its not working. I explained that when I purchased the suite I was advised to purchase the life time warranty with the set so that it would be covered in any circumstance. Two of their employees stated that if anything was to happen to the sectional suite it would be replaced. However, I cant get anyone to service the charging ports and light that is no longer working. I would like a full refund of the lifetime warranty that I purchased extra since I was told as of today that theres no such thing exists.

  

  Business Response

  Date: 09/27/2024

  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,
  
  
  Nannette O.
  Presidential Assistant

• Initial Complaint

  Date:09/18/2024

  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 set of furniture on 9/2/23. Had it less than a year with minimal use, a hole appeared in the seat cushion LSAF. I was asked to send in photos on 7/1, which I did, then had to take a day off work for their technician to come in and also take the same photos. The technician advised a new sofa as the manufacturing was faulty. Rooms to go refused to do anything but replace the cushion "if" they could get the product since it was discontinued. While waiting for the replacement cushion, two more holes have appeared. We are not using the sofa nor our living room because of the sofa as we did not want to make it worse. Without being used, two more holes! They refuse to fix it. They state that it is outside of their warranty. This occurred on 9/4. They had me reach out to my extended warranty. They do not cover manufacturing issues. I asked to return it and would take a loss on the money I had already paid. They told me to contact the store that I bought it from. The store contacted rooms to go and they refused them. They told me to contact the store knowing that they had the power to approve the return, not the store. They told me to contact the extended warranty, knowing they do not cover manufacturer issues. I am now paying for furniture I cannot use, have a room in my home I cannot use, and have taken time off work for them to do nothing. I have tried to explain that this is a manufacturing issue, not just an issue with a cushion like they assumed at the beginning and they refuse to help.

  

  Business Response

  Date: 09/23/2024

  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.
  
  In regards 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: 10/02/2024

   
  Complaint: 22302705
  
  I am rejecting this response because:

  Photos were sent a week ago and no one has reached out since then to rectify the situation.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 10/14/2024

  Dear BBB,

  This is in regards to the latest reply.

  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:09/17/2024

  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 am writing to file a formal complaint against Rooms to Go concerning a defective couch I purchased and their misleading extended warranty coverage.I bought a couch from Rooms to Go in January 2024 for $2,434, and I had it delivered to my home. Despite being less than a year old, the seams on the couch are ripping, including areas where no one sits. I also purchased an extended warranty for an additional $209, with the assurance that such damages would be covered.However, Rooms to Go has claimed that I "moved" and, therefore, they cannot fix the issues. I contacted Guardian Support, who informed me that they do not cover these types of damages, which contradicts what I was told when I purchased the *********** a single travel nurse who is not home often, I am extremely disappointed with the product's quality and the false promises made regarding the warranty. Rooms to Go's customer service has been unhelpful, and it seems that they are not taking responsibility for their defective product or honoring their warranty.I request the BBBs assistance in resolving this matter, as I believe I have been misled and treated unfairly by Rooms to Go.Thank you for your attention to this issue.

  

  Business Response

  Date: 09/18/2024

  Dear BBB,
  
  We are in receipt of our customers claim.
  
  ********************** offers a 1-year warranty for manufacturers defects valid at the original delivery location as stated on the terms located on their purchase receipt. Our customer purchased the extended service contract powered by ********. Their guidelines of what is and is not covered are provided at the point of sale and are also outlined under the website referenced on said invoice.
  
  With respect to their situation, we have reviewed their account in its entirety. A service should not have been sent to the home. The move of the furniture aside, the fabric issues the customer is having are not considered defects; therefore, not covered as it is considered consequential damage. Since date of delivery on 1.06.24, we show no records of any verbal or written communication regarding any issues until 8.19.24.
  
  Although we sympathize with their concerns, please understand we are abiding by the guidelines within the contract. We apologize for being unable to comply with their request due to the reasons explained above.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22299292
  

  Thank you for your response, but I respectfully disagree with the assessment provided. While I understand that Rooms To Go is following the guidelines of the warranty and extended service contract, I believe there are factors that should be reconsidered:
  
  1.Timing of the Issue: Although there was a delay in reporting the issue, this does not negate the fact that the defect occurred within the warranty period. The fabric damage became apparent during normal use of the furniture, and I believe it should be considered more carefully under the coverage terms.
  2.Clarification on Fabric Issues: It is unclear why the fabric issues are considered consequential damage rather than defects. The damage occurred through no fault of mine and should be addressed as a product flaw, not wear and tear or an external cause.
  3.Service Sent to Home: If the service was dispatched in error, this suggests some confusion on the companys part regarding whether the issue was covered or not. Given this, I would ask for reconsideration based on the initial decision to send a service technician.
  4.Irrelevance of Moving: My relocation has nothing to do with the issues Im experiencing with the couch. Bringing up the move is simply a way for Rooms To Go to avoid taking responsibility for repairing the couch, and I find it to be an excuse that does not address the core problem.
  5.Misleading Information About the Extended Warranty: I was specifically told by the salesperson that the extended warranty would cover damages, which is why I purchased it. Regardless of what the paperwork says, I was led to believe that I would be fully protected from issues like this. I feel misled, and this should be taken into account in resolving the situation.
  
  If this matter is not resolved satisfactorily, I will be left with no other option but to pursue legal action regarding this situation.
  
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 09/25/2024

  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,
  

  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:09/13/2024

  Type:Delivery 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 am writing to formally express my dissatisfaction with the service I have received regarding my recent purchase and delivery from Rooms to Go.Details of the Issues:Delivery Charges and Service:Original Delivery Charge: Approximately $400.Issues: The delivery was significantly delayed, and the delivery team did not bring enough labor to complete the job. Furthermore, the team arrived at 7:00 AM despite my request to avoid early morning delivery as my children were still asleep.Miscommunication:Wrong Contact Number: The follow-up call regarding items on backorder was made to an incorrect number which resulted in no prior notice to their arrival. Order Issues:Trundle Return: I was informed that there is no return policy for the unopened trundle, which is unacceptable.Damaged Item: A replacement for the damaged item was delivered, but it was supposed to coincide with the delivery of my other items on backordera nightstand and a mirrorwhich I still have not received.Lack of Communication: I have not received any updates or correspondence regarding the delivery status of the nightstand and mirror.Desired Resolution:I would appreciate immediate action to resolve the following:Clear communication regarding the expected delivery date for the nightstand and mirror. This experience has been highly disappointing. I hope that this matter can be addressed promptly to restore my confidence in the company.Thank you for your attention to this matter. I look forward to your swift response.Sincerely, ****** ****

  

  Business Response

  Date: 09/16/2024

  Dear BBB,
  
  We are in receipt of this complaint.
  
  On behalf of Rooms To Go, please express our apologies to our customer for any inconvenience they may have experienced.
  
  Our office would be more than happy to research our customers situation; however, we are unable to locate an account under the information they provided your office.
  
  Please have them provide you with their order number and primary account phone number in order for us to investigate this matter further and proceed with a prompt response.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22270862
  
  Order numbers:

   

  19396547

  19396585

   

  phone number for order: ************

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

  

  Business Response

  Date: 09/24/2024

  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,
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22270862
  
  I am rejecting this response because: the furniture has still not been delivered. They have not contacted Mrs ******* to get approval to correspond with me (the recipient). The furniture was schedule to be delivered tomorrow. Until we have completed the order. The complaint is not satisfied.  
  
  Sincerely,
  
  ****** ****

  Customer Answer

  Date: 09/25/2024

  rooms to go.  Attempted delivery at 7am for the 3rd time. I have repeatedly told them doing business at 7am although convenient for them is not courteous to customers. It is rude. It is unprofessional to continue doing so when we have said we do not want delivers at that hour. 

  

  Business Response

  Date: 09/30/2024

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

  Customer Answer

  Date: 09/30/2024

   
  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:09/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased RTG items Sep 6, 2024. Delivery was promised Sep 11, 2024. Called Sep 11 in the evening after no delivery. Was told Sep 12. Again, nothing. **************** says they came by and called. No missed calls or no trucks in driveway on security video. They do not call or text times they will deliver. They keep saying they can reschedule then won't offer any future times. So I'm through. I won't return to *** in the future and will advise the military base personnel to also not use ***.

  

  Business Response

  Date: 09/16/2024

  Dear BBB,
  
  We are in receipt of this claim to our office.
  
  On behalf of our company, we apologize to our customer for any inconvenience they may have experienced regarding delivery.
  
  With respect to this situation, we have reviewed the account and the delivery companys records. The delivery company has record showing the drivers were at the customers home and attempted delivery with no success. According to the photos, the drivers were at the house # shown on the account and took pictures of knocking on the door. Due to heavy volume, drivers are released after waiting an acceptable period of time. Unfortunately, they could not return on the same date. Currently, the account shows a redelivery was generated for the bunkie boards. It is scheduled for delivery on 9.19.24.
  
  Consumers receive their estimated timeframes 2 days prior to delivery and they are also provided with a live tracker they may check for updates on date of delivery.
  
  Thank you for your time.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22282945
  
  I am rejecting this response because: The items are still not delivered as of the morning 9/19. Now, they may arrive sometime today, but I have no information as to what time. I did not receive any communication (email, text, phone call). I've had to call multiple times to get information. The company still hasn't responded to a damaged piece of furniture I submitted photos for a week ago. They also did not inform me of any back orders. I had to call to find out why only the order was only partially delivered. A customer should never have to do that. Furthermore, I was told it would be delivered 9/19 and I would receive a phone call 2 business days prior. I have not received any phone call and do not have any email or voicemail.
  
  Sincerely,
  
  *********** *******

  

  Business Response

  Date: 09/24/2024

  Dear BBB,
  
  This is in regards to the latest reply.
  
  We have taken appropriate actions on the account and are waiting for our customer to contact us back. A follow up will be sent once matters are concluded.
  Sincerely,
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 09/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I have received the items I ordered. While I am satisfied with the items and no longer require assistance, the communication scaling and business policies of this entity should be updated to ensure timely and accurate customer updates. Calling/texting/emailing the customer in ***************** B2C activities.
  
  Sincerely,
  
  *********** *******

• Initial Complaint

  Date:09/12/2024

  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 furniture was damaged a while ago and I repeatedly contacted rooms to go customer care to report the issue. *** continued to send out the incorrect piece needed to fix my bedroom suit. Despite speaking with numerous people no one could seem to send me the correct item. Fast forward to now, I went into the store and just so happened to report my issue once again and was presented with a reselection of only one item in my bedroom when I mentioned that it was more than one damaged item. I immediately declined and asked for everything to be replaced since the bedroom suite was discontinued. The store manager unprofessionally belittled my situation, tried to convince me that was all she could do, and denied my requests. Once again I had to reach out to customer service. After speaking with customer care supervisor they were able to accommodate me with a reselection of my entire bedroom which should have been given in the beginning. After going to the store to reselect my items I was informed by the store manager that 1. I would not have the same finance terms as my original order and 2. I had to be over a certain amount to be financed again. Now i have found that to all be misinformation. I was forced to buy other items that I did not need because of the lack of info given to me by a store manager who lacks basic knowledge of *** policies. This entire experience I have gone through with *** in ************ has been a complete nightmare. To this day I have not received the credit from my return/reselection. Additionally the reselection is under one finance term and the items that I did not need are being financed under a different finance term. I do not understand why I was FORCED to spend a certain amount of money when I did not need to. *** should invest in training their staff to provide accurate information to their customers. My account is still wrong and nobody can seem to figure it out.. This was my last time dealing with *** and their unhelpful store staff.

  

  Business Response

  Date: 09/16/2024

  Dear BBB,
  
  We are in receipt of the presented claim.
  
  On behalf of Rooms To Go, please express our sincere apologies to our customer for any misunderstanding or inconvenience they may have experienced.
  
  We are concerned by the allegations expressed in this complaint. Therefore, will be reviewing this with the area regional manager to further investigate the allegations and address any issues should it be deemed necessary. Unfortunately, any information acquired is privileged and confidential and would not be released to the public.
  
  Rooms To Go offers a 1year warranty against manufacturers defects at the originating delivery location as stated on the terms of sale. Theirs expired as of 7.10.22. The issues with the bed were not vendor related. Regrettably, the paid parts acquired from the manufacturer did not work for the existing bed. As a gesture of good will, the customer was authorized a replacement for the bed. The whole order/room would not be authorized for replacement just the items in question.Our records show the authorization was revised and the bedroom case goods were also reselected as a courtesy given there was no active warranty. A reselection is offered for another piece or set equal in value originally paid. The new product needs to be equal this amount to qualify. If greater in price, the consumer pays the difference. The new bedroom set chosen was higher in price;therefore, there is no refund due back to the customer.
  
  As far as financing,the original promo was the long-term financing available at the point of sale in 2021. The same exact promotion was not running when the reselection was done. However, we have been made aware the products on their order from 7.03.24 qualified for the long-term financing ************** was offering.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22277387
  
  I am rejecting this response because: My account is still inaccurate and based off the information provided to me at the store I am in fact due a credit from the picked up items. I suggest that you all review the charges on my account, what was intially purchased, the taxes and fees, and my reselection as they do not align with my current balance. I will not disclose my purchase amounts here as someone should reach out to me verbally to resolve this issue considering the context of my request. I would appreciate if I could receive an actual solution and understanding on the charges rather than an apology for "allegations". 

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

  

  Business Response

  Date: 09/20/2024

  Dear BBB,
  
  We are in receipt of this rebuttal response.
  
  Our records reflect that the office manager for showroom location has addressed the customers concerns regarding charges on the account.
  
  We trust this will settle their claim.
  
  Thank you,
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22277387
  
  I am rejecting this response because: my concerns are not fully resolved just yet. 
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:09/11/2024

  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.

  To Whom It May Concern,I am writing to file a formal complaint against Rooms to Go regarding a severe issue with a furniture purchase and the unsatisfactory handling of the situation.I purchased a set of sofas from Rooms to Go. Within just a few months, the sofas began to show significant wear and tear, including noticeable tears. At the time of purchase, I was encouraged by the salesperson to buy an extended warranty for coverage against such issues.Despite numerous follow-ups with Rooms to Go and their warranty service since 2023, my issue remains unresolved. I have also reached out to my bank, and each time they take initiative, Rooms to Go assures the bank that the problem will be addressed. However, these assurances have proven to be false, as no meaningful action has been taken. It appears that Rooms to Go uses these assurances merely to close disputes without addressing the underlying problem.The continued lack of resolution and the disregard for honoring the warranty have caused significant inconvenience and frustration. I am requesting the following actions to be taken:1.A thorough investigation into the defective sofas and the handling of my warranty claim.2.A repair or replacement of the sofas as covered under the warranty or a Full refund. 3.Compensation for the prolonged inconvenience and failure to honor the warranty agreement or a Full refund. I hope the BBB can assist in resolving this matter promptly and ensure that Rooms to Go upholds their obligations to their customers.Thank you for your attention to this serious issue.Sincerely,*****************************

  

  Business Response

  Date: 09/13/2024

  Dear BBB,
  
  This is in response to our customers claim.
  
  Please express our apologies to our customer for any misunderstandings regarding their purchase and warranty coverage.
  
  Rooms To Go offers a 1-year warranty against manufacturers defects. This expired as of 8.11.23. Our customer purchased an extended service plan powered by Fortegra. Their guidelines of what is/ is not covered is provided at the point of sale as well as available under the website referenced on said invoice.
  
  Currently, we have been made aware our aging claims department has been in communication with the customer in order to address their concerns directly. They will discuss any possible options for a course of action.
  
  Thank you for bringing this matter to our attention.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22270858
  
  I am rejecting this response because:

  I have received the request of replacement from one of the service advisors. I went and placed the order yesterday at the Rooms To Go location in ********, **. They have charged me with the difference amount of the new sofas and set the delivery date to Oct16th, 2024. I would like to keep this case open until they make the delivery of the new sofas. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 09/17/2024

  Dear BBB,
  
  Our office understands and appreciates our customers feedback.We have notated the account accordingly.
  
  Thank you,
  
  
  ********************
  Presidential Assistant