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

  1821 W Brandon Blvd Brandon, FL 33511-4811

  
• 

  Rooms To Go

  3520 Tamiami Trl N Naples, FL 34103-3703

  
• 

  Rooms To Go

  8620 Jw Clay Blvd Charlotte, NC 28262-8418

  
• 

  Rooms To Go

  4144 Chapel Hill Blvd Durham, NC 27707-2503

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:09/10/2024

  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.

  In June furniture was delivered to my house by rooms to go. A tablet was shoved in my hands and told to sign without reading. The men delivering furniture were wearing flip flops and socks. They slipped and the couch ripped a railing off the wall of my home resulting in holes in the drywall, paint removal and a damaged door. Rooms to go denied responsibility and had been extremely rude and horrific.

  

  Business Response

  Date: 09/17/2024

  Dear BBB,
  
  This is in response to our customers complaint.
  
  With respect to the issues expressed, our office has reviewed the account with the delivery companys management team as well as our companys claims liaison. We have been made aware that delivery companys claims administrator denied the alleged property claim. In view of this, the case was sent to our companys claims liaison for further investigation. Upon the customers request to complete the current order delivery (after prior incomplete deliveries),it was explained a release of liability would need to be signed. Whether they read it or not, it was clearly printed on the drivers tablet and the customer signed it.
  
  Our liaison reviewed the delivery companys records and findings including what the customer provided for consideration. Unfortunately, they too deemed there was insufficient evidence that supported the allegations. A denial letter was sent to the customer directly.
  
  Although we sympathize with their concerns, we would be unable to acknowledge the customers claims due to the reasons explained above.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22267893
  
  I am rejecting this response because:

   
  Complaint: 22267893
  
  I am rejecting this response because:
  Their response fails to adequately address the serious issues I have raised regarding the company's delivery practices and the damage caused to my property. Specifically, I maintain that Rooms To Go should be held liable for the following:
  
  Customer safety: The delivery personnel arrived at my home wearing flip-flops and socks, which poses a significant safety hazard.
  Customer experience: The company's aggressive tactics, such as demanding a signature before assessing the home or opening the delivery truck, create a negative and intimidating customer experience.
  Property damage: The delivery process resulted in damage to my home, including a ripped railing and scratched paint.
  
  Furthermore, Rooms To Go's claim that "everything went great" is false and demonstrates a disregard for my concerns. The delivery personnel lied about the condition of my home before I had a chance to inspect it. They rushed out of the door without allowing me to go upstairs and assess the damage. Please see attached photos of damage to home and furniture. The sofa was also delivered stained and dirty. When I called customer service about this they offered to have the SAME company come and pick it up. I was understandably uncomfortable with this given the unsafe experience I had. 
  I am requesting that Rooms To Go take immediate action to rectify the situation. This includes:
  
  -Safe removal of the furniture by reputable personnel
  -A full refund for the purchase price
  -Investigation and disciplinary action against the delivery personnel involved 
  
  If these demands are not met, I will be forced to pursue legal action.
  
  Sincerely,
  
  ***** *****
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 09/18/2024

  Ms. ******, 

  I am unable to add photos in the system. I have tried different browsers and devices but it does nothing upon clicking proceed. I was told by a phone *** today to email the photos to ************************************* and they would be added to the case to be included in my response. I emailed the photos over. Please let me know if you need anything else. 

  Many Thanks,

  ***** *****

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22267893
  
  I am rejecting this response because:
  

  Attached are the pics showing the condition of the furniture upon delivery along with the damage to my home.

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

  

  Business Response

  Date: 09/25/2024

  Dear BBB,
  
  This is in regards to the latest response.
  
  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: 09/26/2024

   
  Complaint: 22267893
  
  I am rejecting this response because:
  The business offered $360 and I do not find that to be an acceptable amount for the damage that was done. They still fail to take responsibility for the damage to my home or the company they subcontract for deliveries. The circumstances regarding the signing of a liability waiver were suspect given the unprofessional people they sent to my home. If they cannot offer an appropriate compensation I will be reaching out to small claims court. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:09/10/2024

  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.

  Purchase date 08/30/2024, Sales: *************************, Order ********, Total $5,450.30 Purchased:King-size bed frame, Electric base (recommended by the salesperson) Misrepresentation of Product Information: Salesperson ************************* informed me that the king-size low-profile bed frame did not come with a wooden bunkie board. She advised that I needed to purchase either a low-profile box spring or an electric base for the bed frame. Despite asking her twice about the wooden bunkie board, she confirmed that it was not included. Based on this information, I purchased the electric base.Discovery of Incorrect Information: Upon delivery on 09/07/2024, I was surprised to find that the bed frame did, in fact, come with a wooden bunkie board. This suggests that I was misled into purchasing the electric base, resulting in an unnecessary expense.Product Issues and Discomfort: After using the new bed with the electric base, I experienced significant back pain. Despite the electric base being set to its lowest position, the mattress height was 29 inches, which makes it extremely difficult for me, as a short person, to sit comfortably on the bed. The mattress, recently purchased from ****** and in excellent condition, is not the issue. The discomfort is directly attributed to the electric base.Customer Service and Return Policy Issues: I was not informed that Rooms To Go has a no-return policy for items like the electric base. Despite multiple attempts to resolve this issue through phone calls to the store and customer service, and a visit to the showroom on 09/10/2024, where I sought to speak with the store manager (who was unavailable), I received no assistance. The office manager informed me that no return would be processed.Given the misleading information provided by Salesperson ************************* and the discomfort caused by the electric base, I request t a return and a full refund for the electric base.I am forced to sleep on my couch, which is not a comfortable solution.

  

  Business Response

  Date: 09/12/2024

  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To Go, please express our apologies to our customer for any inconvenience or misunderstanding they may have experienced.
  
  As we are concerned by the allegations expressed, we will be reviewing with the stores management team to investigate and address any issues should it be deemed necessary.
  
  With respect to their purchase, consumers have the final say as to the products they choose to purchase. Adjustable bases and/or foundations do not determine the comfort level of bedding. It solely provides support for the mattress. Their mattress was not purchased through us as the customer mentioned.Therefore, any comfort related issues would need to be addressed with the mattress store of purchase or its manufacturer. If the base was not set up correctly at time of delivery, we would be happy to have a technician go out and evaluate it. If it is a vendor related issue with the base, this would be reviewed by the manufacturer directly.
  
  Unfortunately, cancelation of the base would have needed to be done prior to delivery. A return would not be authorized at this time due to the reasons explained above. Please let us know if service is needed to check the base set up.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22266736
  
  I am rejecting this response because:

  1. Misinformation from Salesperson
  The primary reason I was compelled to purchase the electric frame was due to inaccurate information provided by your salesperson, *****.***** assured me that the electric frame was fully compatible with my existing mattress and that it would enhance my comfort. Based on this incorrect information, I proceeded with the purchase.
  2. Issues with the Mattress and Electric Base
  The mattress in question was purchased from ****** three weeks prior to the acquisition of the electric base. It was in perfect condition and extremely comfortable until I began using the electric frame.Since starting to use the electric base, I have encountered significant discomfort. The only problem is the electric base.
  Given these circumstances, I request the following actions be taken to resolve this issue. I seek a full refund or exchange for the electric base, as it is not functioning as intended and has compromised the comfort of my mattress.
  
  Sincerely,
  
  Mariana Bay

  

  Business Response

  Date: 09/13/2024

  Dear BBB,
  
  Once again, please express our apologies for any misunderstandings experienced with their purchase.
  
  Please note that wooden slats are available with certain 3-piece beds; however, it is not the same kind of product as a bunkie board. Slats generally will support a mattress and its foundation (boxspring, foundation or bunkie board) from falling through. Bunkie boards, if available for a particular bed set, is used in lieu of a boxspring or foundation. Mattresses cannot just be placed directly on slats for proper support.
  
  Unfortunately, our position as outlined previously remains unchanged. Service may be set up should they wish to have the set up evaluated.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22266736
  
  I am rejecting this response because:

  I strongly disagree with your statement. You can place a mattress directly on the wood slats. Please see the attached file with a screenshot from ****** confirming my point. I have used this setup in the past without any issues. I even informed the salesperson, *****, about this, but she falsely claimed that the frame did not come with wood slats. I asked her TWICE about the wood slots. This misrepresentation led me to purchase the electric frame, which seems to have been a sales tactic to encourage buying additional items. A friend of mine was with me at store during the purchase and she is my witness.
  ***** also suggested that the bed wouldn't be very high,but now it is 29 inches off the ground, making it difficult to sit on comfortably.
  To top it all off, my back pain continues. I spent a significant amount of money, buying many items, and purchased additional customer support services for all of them. I expected a good customer service. However,I was not informed about your "No Return Policy" at the time of purchase. Had I known, I would not have committed to such a large purchase.
  I kindly request that you understand my situation and address my concerns as a valued client. Thank you!
  
  Sincerely,
  
  ***********

• Initial Complaint

  Date:09/10/2024

  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.

  To Whom It May Concern:I am writing to file a complaint against Rooms To Go regarding a white sectional I purchased on December 8, 2023 (order number ********) for $5,073.83.Within just a few months of ownership, this sectional has exhibited numerous quality and functionality issues:- Discoloration of the fabric - Non-functioning USB ports - Fraying at the top of the couch in unused areas - Mechanism failure in one of the recliners - Loose stitching throughout the entire sectional I have made multiple attempts to resolve this through Rooms To Go's **************************** Several technicians have been sent to inspect the sectional, and they have concluded that it needs to be replaced entirely due to these defects.However, given the poor quality that does not reflect the high price I paid, I am no longer interested in a replacement. I am requesting a full refund of $5,073.83 for this defective product.Despite my repeated efforts to resolve this issue directly with the company, they have been unwilling to provide a refund. I believe this refusal is unreasonable given the extensive problems with a nearly new, expensive piece of furniture.I would appreciate the BBB's assistance in helping to mediate this dispute and obtain a fair resolution. Please let me know if you need any additional information or documentation regarding this complaint.Thank you for your time and consideration in this matter.Sincerely,****** *********

  

  Business Response

  Date: 09/13/2024

  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To Go, please express our apologies to our customer for any inconvenience they may have experienced.
  
  With respect to their situation, we have reviewed their account in its entirety. Rooms To Go offers a 1-year warranty against manufacturers defects as stated on the terms of sale. Since 12.21.23, we show no verbal or written communication regarding any issues with their sectional until 8.9.24. The customer reported the recliners USB port wasnt working and piece was making noise. Parts were recommended for repair; however, our service office authorized an exchange on the stated piece. We show the customer rejected this offer.
  
  Please note that fraying, stitching nor discoloration was reported until 9.10.24. Therefore, a service was generated for all the pieces of the sectional for evaluation. it is scheduled for 9.17.24. A decision will be rendered as soon as the service is finalized.
  
  Thank you for your time.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:09/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 20, 2024 we purchased the recliner sectional ****** from Rooms to go. On January 25 it was delivered and right after delivery I have noticed that the electric part of the recliner is ripped from the place. Rooms to go was informed and replaced the item. Right after this I have noticed that screws are falling from the recliner every time when it opened or closed. And again rooms to go was informed and replaced the piece of the recliner. In March one of the recliners started to make a notice every time when you open or close it, the technician came and said that it is a manufacturing defect. And that piece of the sectional was replaced again. In August I have noticed that the leather on the on hand rest is peeling and there are lines on the another part of the sectional. We informed rooms to go and the technician came and confirmed the issue. So rooms to go told us that they are not going to chance it anymore but we just select another item. The item that you fit into our living rooms was cheaper. But rooms to go is telling me that I either need to pick another item that is more expensive or even if the respected item is cheaper I will still have to pay the original balance which $900 more than a reselected item. I have requested them to issue a fool refund but they are telling me that I need to pay 20% restocking fee. This is not my fault that the items we received has such a bad quality and we have a history of continuous exchanges and I dont agree that I should pay anything. I did my part I was doing all payments in a timely manner. And it is not my fault that rooms to go is selling low quality items.

  

  Business Response

  Date: 09/09/2024

  Dear BBB,
  
  We are in receipt of this claim.
  
  With respect to our customers situation, we have reviewed the account and past service findings in its entirety.
  
  Our records reflect the last replacement was made in March in order to address the issues reported since date of delivery. Since that time, we show no further issues with the sectional until 8.19.24. In view of the issues with the current set, the customer was authorized the option to reselect to a different sectional or living room set equal in value. It was advised if the amount were greater, the consumer is responsible for the difference in price.The customer is welcome to add pieces to add up to the equal amount paid. We show the authorization was with no reselection fees. They were also advised the option is valid until 9.24.24. The current furniture is picked up when the new product is delivered.
  
  Like most retailers, we are unable to provide more credit than what was paid initially. Although we value their business, we would be unable to comply with their request due to the reasons explained above.
  
  Thank you for your time.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:09/06/2024

  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.

  Aug 16th Rooms To Go of ************ ** made their 1st delivery to our home to bring a new complete bedroom suite. The chest and dresser was all busted up. They came out a week later with more busted furniture. They came back for the third time and we accepted delivery of the dresser but yet again the chest was busted. They came again today with another busted chest. We have a date set for Sept 20 for the 5th delivery. We have called and went to the location to find some sort of resolution but they don't seem to care. They did put a red flag ticket with our order to be checked in the **** NC warehouse before it's put on a truck but that doesn't seem to phase them in the least because they didn't do that the last 3 times. I have taken time off 3 times and my wife once for this and it's still going on. All we want is our product that's costed a lot of money and to take off the delivery charge since we have missed almost a week of work.

  

  Business Response

  Date: 09/09/2024

  Dear BBB,
  
  We are in receipt of this claim.
  
  Please express our apologies to our customer, on behalf of our company, for any inconvenience they may have experienced.
  
  The customers account in its entirety. Our records reflect an exchange is currently scheduled on the chest for delivery on 9.20.24. We regret there has been issues with the transit of their case goods but show the remaining piece pending is their chest. In view of this, our office has reached out to the warehouse management team and the delivery company. They are aware of the situation and will be making sure the product is thoroughly inspected and will do their best in taking precautions to help safe guard the product while in transit.
  
  Thank you for bringing this matter to our attention.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22252077
  
  I am holding this response of satisfactory/ unsatisfactory because: We will wait until the 20th for the 5th delivery attempt, to submit if the BBB response is satisfactory. I highly recommend that your company mandate in-depth training for your company's warehouse staff of proper storage/transportation of products that your company is named after. Also staff involved should be trained extensively and made accountable. 4 separate deverlies of broken furniture that your showrooms displays to sell to the consumer that are delivered from the same warehouse over the span of 45 days is unacceptable. 

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

  

  Business Response

  Date: 09/11/2024

  Dear BBB,
  
  Our office understands our customers views and appreciates their feedback. The account has been notated and all corresponding departments have been informed.
  
  Thank you for time and understanding.
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:09/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two mattresses recently, a nectar and a sealy brand. I was not told that the nectar mattress contains fiberglass. (I bought the mattress less than a month ago.) After finding out that ****** uses fiberglass I went to check and rubbed my hand on the side and looking at it with a flash light and I already see fiberglass on my hands. I called rooms to go to ask for an exchange as this is a health issue and my son has SEVERE asthma and pre mature lung disease but they told me the fiber glass would not escape but Im already seeing shards on my hands. I told them Im not asking for a refund I just want to exchange the nectar for another sealy mattress. They then told me I have to pay $99 for an exchange and $69 for another delivery fee. If I had known it had fiberglass I would not have purchased this and would have just ordered 2 sealy mattresses. I dont mind paying for another delivery fee but theyre demanding I pay for an exchange fee even though they sold me a health hazard and did not disclose this to me at all which is what I do not agree to. Its one thing if my son didnt like the mattress then yes the exchange fee is reasonable however this is a HEALTH HAZARD which is out of my control.

  

  Business Response

  Date: 09/10/2024

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Please express our apologies to our customer for any inconvenience they may have experienced.
  
  With respect to their situation, our office has reviewed the account in its entirety. Our records reflect that the customer was authorized a reselection of the nectar mattress. The new piece and the pickup of the current piece is scheduled for 9.13.24.
  
  In the interest of settling this complaint, our office has waived the reselection fees for both the return and new orders as a gesture of good will.
  
  We trust this claim was settled.
  
  Thank you for your time.
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22250556
  
  I am rejecting this response because:
  
  I have not received any refund from rooms to go. Its been over 5 business days since weve been notified but no refund. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 09/20/2024

  Dear BBB,
  
  This is in regards to the latest reply.
  
  A resolution has been agreed upon with our customer and the refund in question is in process.
  
  Thank you for your time.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:09/04/2024

  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.

  Room To Go and Fortegra is a blatant deception.When I made my purchase, Room To Go store staff assured me that if I bought the extra insurance from Fortegra, it would cover me in case of being scratched by a ballpoint pen or nail polish or burned by a cigarette. Since I have small children at home, I bought the extended insurance package for 3 years. But now the insurance won't cover my case. This is a blatant deception. I am writing to express my dissatisfaction with the recent handling of my insurance claim. My name is *********************, and I am a customer who purchased insurance for my ******************** through Room to Go. Recently, an unfortunate incident occurred in which my child accidentally drew on our sofa with a ballpoint pen. According to the insurance policy that I purchased, coverage is supposed to include accidental damage caused by ink from a ballpoint pen. However, when I filed a claim to address the damage, it was unexpectedly denied. I was quite surprised and disappointed by this decision, as it contradicts the terms outlined in the policy. I kindly request a review of my case and an explanation for the denial of my claim. It is important to me that the terms of the insurance I purchased are honored, and that accidental damage, such as this one, is covered as stated.

  

  Business Response

  Date: 09/06/2024

  Dear BBB,
  
  We are in receipt of our customers claim.
  
  ********************** offers a 1-year warranty for manufacturers defects as stated on the terms located on the back of their purchase receipt. This expired as of 10.22.23. Our customer purchased an extended service plan powered by Fortegra. Their guidelines of what is/ is not covered are clearly outlined on their contract as well as on the website reference on said invoice.
  
  Please note that stains or caused issues considered accidental are only reviewed by ********. Accidental damage is only considered if it is a single incident, i.e. an ink **** from a ball point pen. According to the customers statement and pictures they provided, their children drew on the furniture.This appears on multiple areas. This is not accidental or a single incident but consequential damage. For this reason, ******** denied their claim.
  
  Nonetheless, we have been made aware Fortegra has revised their decision and has authorized the customer a ****** reselection of the **** set in the home to a different living room set equal in value as a courtesy. If greater, the customer is responsible for any difference in price plus new delivery fee and new extended service plan should they want it on the new product. This is contingent on the return of the current **** set when the new product is delivered. They will need to see the office staff at their originating store for assistance. This offer is valid until 10.06.24.
  
  We trust this claim is settled.
  
  Thank you,
  
  
  ********************
  Presidential Assistant                                                                       

• Initial Complaint

  Date:09/04/2024

  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 several pieces of furniture from this Rooms to Go location, with extended warranties. We were told that our 3 year warranty would also cover issues with fabric. We have since noticed that our sectional has not only standard wear and tear...but looks horrible with fabric issues and sagging in the cushions. I have emailed customer service and am being told that the extended warranty never covered the issues we are having. We were lied to by an employee of this location and the corp. office will do absolutely nothing, other than allow us to spend MORE money to replace cushions.

  

  Business Response

  Date: 09/06/2024

  Dear BBB,
  
  We are in receipt of our customers claim.
  
  Like for most retailers, Rooms To Go offers a 1-year warranty for manufacturers defects as stated on the terms located on their purchase receipt. Theirs expired as of 5.05.23. Our customer purchased the extended service contract powered by Guardian. Their guidelines of what is and is not covered are provided to our customers as well as clearly outlined under the website referenced on said invoice.
  
  With respect to their situation, we have reviewed their account in its entirety. Since date of delivery, we show no records of any verbal or written communication regarding any issues of this nature until 6.17.24. Unfortunately,the issues being reported are not vendor related and are considered consequential.Our records reflect our online complaint office has been in communication with our customer. A new claim has been reported; therefore, it was advised to reach out to Guardian for review and service approval.
  
  Although we value our customers business, 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: 09/06/2024

   
  Complaint: 22239895
  
  I am rejecting this response because:

  First of all, any website provided with information regarding the coverage was provided AFTER the purchase (per their own response). I was specific in asking ******************************* if the fabric began pilling, would we be covered. IF she had answered with valid information, we would have selected another sofa for our main living space. I am not asking for anything for free here. I am asking that someone at this location do something, anything to make this right. This constant response of 'not our problem' is beyond insulting. We trusted that ******* was being honest...and weren't provided anything before our purchase was finalized to make us believe anything else. We purchased extended warranty contracts for all of the items we purchased that day, all I would ask for now is new covers for our base cushions or store credit for the amount of the warranty items (for the full amount paid) that would allow us to come back and replace the item that has created this issue. I don't see how that is asking too much from anyone. As for why we waited until this year to request assistance - it is because we went to the guardian site to file a claim. At that time, we read that the issue we were having was not covered. We purchased a 3 year contract, leading us to believe that we were well within our coverage period to file a claim. The only thing that we are at fault of....is trusting that we weren't being lied to. My mistake, for sure. 
  

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

  

  Business Response

  Date: 09/09/2024

  Dear BBB,
  
  Our office understands our customers views. However, we do not know what was discussed at the point of sale in 2022. Please note our consumers have access to the terms and conditions of the sale as well as the terms of the extended service contract prior to finalizing their sale. Customers must check **** and sign where it states they have read and agreed to the terms prior to completing the transaction. Links for both are provided for our customers to review at their convenience if they wish to do so. Unfortunately, our position as outlined previously remains unchanged.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  Date:09/04/2024

  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.

  6.24.2024 Ordered furniture to furnish my new home. Advised by salesman that the furniture will be delivered in 3 deliveries. Advised the initial delivery was 6.28.24 next would be 7.8.24 and the final items would be delivered 8.20.24. 1st two deliveries were timely. The final delivery was expected for 8.20.24 awaited the delivery around 1pm I call RTG too check my items. To my surprise the delivery had been rescheduled due to the items not being available at the warehouse. I advised the agent no one attempted to contact me and the notes stated I did not have a voicemail set up so no message was left which was a lie I received other voicemails with no problem. Fast forward to 9.3.2024 the new scheduled delivery date. Master bedroom furniture missing parts to assemble the bed. Dispatch advised unable to complete. The Dispatch ****** call **************** for assistance. Contacted ***** transferred ****** my dilemma and expressed I have been waiting 2 1/2 months for furniture in which the order and assembly was incomplete. She advised me that the Warehouse manager would call back once items were in his possession. I have yet to receive a response. Also received a follow up call to confirm the service received advised the *** the service was not performed adequately. Requested a supervisor call back and received a call from ********************* which was rude and constantly saying the manufacturer made a mistake and not RTG. I advised him ***eatedly that I did business with RTG not the manufacturer. He said we ordered the parts so you just have to wait on it thats all. I advised him this is unacceptable and he needs additional training on resolving problems, approach, and tone is not good for a member of management. I wanted to speak with someone above him or receive a refund. He said Ill give you a refund but Ill take 20% for a restocking fee I advised him RTG dropped the ball not me. Unsatisfied with the service received bed still unable to be assembled.

  

  Business Response

  Date: 09/04/2024

  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To Go, please express our apologies to our customer for any inconvenience experienced.
  As we are concerned by the allegations expressed, we will be reviewing issues with the corresponding departments in order to investigate and address any issues as deemed necessary.
  We have reviewed their account in its entirety. We show the initial supervisor that spoke to our customer after yesterdays delivery was already working with them to correct the situation. Our records show the customer was advised that the missing hardware would be ordered and shipped out overnight to the customer. Once received, it was advised to reach back out to the supervisor, and she would get with the delivery company to arrange assembly completion. The account shows the parts department shipped out the parts via UPS.
  As a gesture of good will, we will also process a refund in the amount of $100.00 once the issue has been finalized. Please allow up to 21 business days to process and 1-2 billing cycles to show on their finance statement.
  
  We trust this claim has been answered.
  
  thank you for your time.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  Date:09/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased Two couches about 4 years ago .We took the extended warranty as we felt is was a good option . At first they were great and took care of two calls . The furniture held up AWFUL , but with warranty it was good . About 8 months ago they had to order new cushions to put on as the ones in there wore awful with holes . We received the ******* no one came to install them . Finally 6 months later I called as they were not reaching out . The service tech came out and and fussed he could not do the job it will take to long he needed help . They scheduled an appointment a month later and another day off at my PTO expense . They called and stated as it is now out of warranty and they can not secure another tech we will have to pay to get it fixed . I called and they decided to send someone to pick up the cushions and the coach to take it the warehouse to fix . Took another day off for them to send one person again to say he could not fix it and left !!! They have Not made good on a service I bought from them .

  

  Business Response

  Date: 09/04/2024

  Dear BBB,
  
  This is in response to our customers claim.
  
  With respect to their situation, we have reviewed the account in its entirety. Rooms To Go offers a 1year warranty for manufacturers defects as stated on the terms of sale located on their purchase receipt. Theirs expired as of 12.21.21. The extended service contract they purchased is powered by Guardian and expired as of 12.26.23.
  
  Our records reflect new parts were ordered and shipped to the customer back on ******* via **** Parts are sent directly to the customer.Once received, they are to inform us so service may be arranged. Unfortunately,we show no further communication made to Rooms To Go regarding any issue until 7.15.24. The service was done as a courtesy given the length of time that passed.
  
  Currently, we have been made aware that our online complaint office has been in contact with the customer directly to discuss and address their concerns. A service was arranged for a technician to go out to the home and pick up the parts. Because the repair is time extensive, it was deemed the part installation will need to be completed by way of shop repair. The customer will be contacted in order to schedule the pickup of the sofa as well as its return.
  
  Although we sympathize with their concerns, we apologize for being unable to comply with their request due to the reasons explained above
  
  Thank you for your time and understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant