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:09/04/2024

  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

• 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.

  I purchased a four-piece platform patio set from Rooms To Go on June 22, 2024. After delivery, I noticed discolored spots on one piece of the furniture. Over the next two weeks, the discoloration worsened, revealing a clear mold issue caused by contaminated/defective wood.
  
  I contacted Rooms To Go customer service to report the problem and request a replacement. A technician was sent to inspect the furniture and while they verbally acknowledged the mold as a manufacturing defect, Rooms To Go denied the warranty claim, falsely attributing it to "lack of maintenance." Given the defect and the short time since delivery, this claim is unfounded. How can it possibly be a lack of maintenance on something that was delivered with the issue? The company's refusal to provide the technician's report is suspicious and suggests a tactic to mislead customers. Furthermore, the delivery photos the company referred to were too low-resolution to identify the initial discoloration.
  
  The defective wood is clearly distinguishable from the piece of wood directly next to it used to create one slat in the side table (see attached photo). The discolored piece on the left is where the issue started. Teak wood is known for its durability and resistance to harsh weather conditions. It is often used in outdoor furniture due to its ability to withstand elements like rain, sun, and humidity. However, the clear delineation of mold growth on the defective piece of wood within two weeks indicates a significant underlying issue, likely related to a manufacturing defect or the use of substandard materials. This rapid deterioration is inconsistent with the expected performance of high-quality teak wood.
  
  I have paid $4,451.68 for this furniture set, and I think it is reasonable to expect it to be free from defects.

  

  Business Response

  Date: 09/05/2024

  Dear BBB,
  
  We are in receipt of our customer’s complaint.
  
  In regards to their situation, we have reviewed their
  account in its entirety. Rooms To Go offers a 1-year warranty against
  manufacturer’s defects as stated on the Terms and Conditions of sale located on
  the purchase receipt provided at the point of sale.
  
  We regret that damage caused by outdoor elements such as
  mold or mildew is not covered by the terms of the warranty. Any damaging exposure
  to the elements, regardless if the product has been in the home a week or
  years, would not be covered. Just like for any retailer, please understand the
  consumer is responsible for the protecting the product as well as for the general
  maintenance of their furniture.  If the product
  is not maintained or protected, it voids the purpose of the warranty. We have
  reviewed the account as well as the delivery company’s records and show the outdoor
  patio set was not delivered in this condition.
  
  On behalf of Rooms To Go, we apologize for being unable to comply
  with their request due to the reasons explained above.
  
  Thank you for your time.
  
  Sincerely,
  
  
  Nannette O.
  Presidential Assistant
  

• Initial Complaint

  Date:09/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased furniture, mattress and an area rug. We have had a problem with the rug ever since we opened it. Shedding and threads sticking up everywhere. We called the store, they referred us to the special order department. We also sent pictures at that time per their request. They stated it was normal and to give it time to settle down, and not to use a beater bar on it, and to call back in August if we were still having a problem, we followed their instructions. I called on the 5th or 6th of August 2024 to let them know it was not any better it had been worse. Again they requested we send pictures again and we did.. (We feel the quality should be a whole lot better for the money). We have never received a called from them. I called the store 2 more times and she said she gave the complaint to the manager. She told me she had delivered my message to him and that there were 3 managers in that store, but she could not make them call, that was her boss. So my last call was August 17, 2024 to the number in *******, ******* the corporate headquarters he said they were not open and gave me a number which was the special order department would take care of it. Here we go again. Called the lady she took my complaint again and said she would turn it over to them. I have yet to get a call from anyone! How do we solve a problem if no one returns a call? My Order is #******** on 3/7/24 for $1035.75. I have never dealt with a company that won't deal with the situation honestly. I hope someone can fix this situation. The rug has been a nightmare. I not uploading anymore pictures they have plenty of them. Thank you for your time.

  

  Business Response

  Date: 09/10/2024

  Dear BBB,
  
  We are in receipt of our customers claim.
  
  In regards to our customers situation, we have reviewed their account in its entirety. The rug purchase is a vendor direct item. It is a special order that is shipped directly from the manufacturer. We have reached out to our special orders department in order to investigate their claim. In keeping with the protocol of this type of order, pictures of the rug issues were requested. Our customer provided them on ******* and they were sent to the vendor for review. It was deemed the rug was free form any manufacturer related defects. Shedding is a normal characteristic of rugs. It can last 8months or the life of the of the piece depending on use and maintenance. This information was emailed to the customer on *******. Records reflect this information was provided to the customer after that point of time as well.
  
  Unfortunately, this matter is a preference issue which is not covered under the terms of the warranty. For this reason, no course of action was provided. However, as a gesture of good will, our office will authorize a reselection of the rug in the home to a different rug equal in value. If greater, they would be responsible for the difference in price plus reselection fees. They will need to see the office staff at the originating store for assistance. The current rug will be picked up when the new product is delivered. This offer is valid until 10.10.24 should they wish to accept.
  
  Although we value their business, we regret we would be unable to comply with the request for a return due to the reasons stated above.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22221005
  
  I am rejecting this response because:

  Thank you for getting back to me on the matter of 8/30/24, ********** at Rooms To Go. Sorry I missed the email. I would like to accept their offer if they can explain to me first what the reselection fees are going to be? Also, do I need a letter  from them for the management of the store so there will not be any confusion once I reach the store to hopefully be able to fine a replacement for the rug that was purchased. I do appreciate everyone's effort on the matter.
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 09/26/2024

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Our office has reached out to our customer and provided the requested information.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 10/28/2024

  This response was taken verbally by BBB:
  

  Better Business Bureau:
  
  My issues have been resolved - received new rug today and am satisfied. Thank you BBB for your assistance. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:08/31/2024

  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 made a purchase of a bed for my son in the amount of $1,656.20 on 06/13/2024.The delivery date would be 07/26/24 but on 07/18/24 I received a call from the store informing me that they could not make the delivery because the bed were temporarily out of stock . So I went to the store to cancel the purchase and get my money back. The manager who did not identify herself treated me with disrespect, they wanted me to choose another bed or something else, I said no, my son liked that specific one, I felt humiliated, I am Latina, I have an accent but I am legally American and I demand to be treated with respect like any other human being. But at that moment I was embarrassed and I just wanted to leave the store, so I asked her to make the refund to the same card I had made the purchase. I told her that I no longer had the card, I had changed cards recently, but it didn't matter, she had the number and the money would return to the same way the payment was made. She refused, and said she would send me a check. When I got home I realized that the name that was on the paper for delivery was the abbreviation of my name, my name is difficult to pronounce (Clesia) and to facilitate the entry of the delivery men into my private neighborhood I used the abbreviation "**** "I asked her to correct my name because the bank would not accept the check with the abbreviated name, she said it was too late and that she could not change my name. I contacted the corporation several times and couldn't solve the problem, an attendant at the Arlington Tx store called me and said it was better for me to file a claim at my bank, so I did, the bank gave me back the money. But on 08/29/24 the bank returned the money to roms to go claiming that they also opened a claim, they said I received the check.I received the check with the wrong name and returned it to the store in ************ on 07/27/24 at 3:30 pmToday I called once again, the Arlington store

  

  Business Response

  Date: 09/05/2024

  Dear BBB,
  
  We are in receipt this complaint.
  
  On behalf of Rooms To Go, please express our apologies to our customer for any misunderstandings regarding their cancelled order.
  
  As we are concerned by the allegations expressed, we will be reviewing further with the corresponding store management team and will address any issues as deemed necessary.
  
  With respect to their situation, our records reflect the order in question was purchased using a debit card. The card was not processed as a credit purchase. Cash, check and debit purchases are refunded back by check. This is done by our accounting office. For security reasons, said check is printed with the name on the account as provided by the customer. In this case, the customer provided **** not Clesia.
  
  At this time, our office has reached out to our accounting office. The chargeback dispute the customer filed with their bank was reversed in our favor because a refund check had already been sent to the customer. Like all retailers, we would not refund the sale twice. We have been made aware that the issue with the name on the check was reported so a stop payment was done on the check making it null and void. The only option the customer has is to re-dispute the exact amount with their bank. As soon as their bank sends the dispute to our company, it will be accepted by our accounting office and customer refunded.
  
  we trust this claim has been answered.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22225217
  
  I am rejecting this response because:

  I cant open another dispute with the same issue, plus you told my bank I have already received a check, you basically told them I am trying to receive the money twice.a check that I returned at the exact moment I received it. And as you said the check was already cancelled. I opened the dispute after ROMS TO GO was aware of the wrong name on the check.
  The name on the card is ***************************, the delivery address is ***********************. Stop trying to make me look like a scammer.

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

  

  Business Response

  Date: 09/09/2024

  Dear BBB,
  
  We are in receipt of this rebuttal.
  
  Please accept our apologies once more. However, with all due respect, Rooms To Go is doing no such thing, The name on the furniture account was given by the customer. The fact that it is not the same name on the card or customer ID, is of no fault of the retailer. We have attempted to refund the customer in a timely manner to no avail.
  
  Our accounting office has advised the customer may have their bank provide a letter the customer can send you. This would need to be on the institutions letterhead signed by a bank official stating the dispute is closed for further review.
  
  Respectfully,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22225217
  
  I am rejecting this response because:

  I have a meeting in my bank this coming Tuesday. If I dont get my problem solved there would Rooms To Go  send me another check with the correct name ***************************? 
  The name on the card I made the purchase. 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22225217
  
  I am rejecting this response because:

  I have a meeting in my bank this coming Tuesday. If I dont get my problem solved there would Rooms To Go  send me another check with the correct name ***************************? 
  The name on the card I made the purchase. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/17/2024

  Dear BBB,
  
  We are in receipt of the customers latest reply.
  
  Our office will notate the account accordingly. However,with respect to the name on the check, we are unable to print a different name on the said check. As explained, refund checks are printed with the name on the customer account for security purposes.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22225217
  
  I am rejecting this response because:

  I went to the Bank today as I had said.
  Bank agent *************************** personally called Rooms To Go and explained everything and yet Room to go was reluctant. But the person who talked to *************************** said Roms To Go would  send me another check with the name ***********************. I'll accept the check with the name ***********************. I'm waiting. As soon as I receive the check, I close the complaint

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

• Initial Complaint

  Date:08/30/2024

  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.

  On July 26, 2023 I contacted Rooms to Go via chat to request replacement hardware for our Creekside Twin/Twin bunk bed. We had recently moved and our movers lost the original hardware. I was given a form and told to fill it out requesting sku number *******P and to mail it with a $33 check. (I can provide a screenshot of this instruction, but file was too large to upload here.)I mailed the form/check and my check was cashed. The package I received was not the correct hardware so I contacted customer service via chat and was asked to send a photo of the parts I received. Another shipment was sent, again with the incorrect parts. I contacted customer service and was again asked to send a picture of the hardware sent. After not receiving a reply I resent and here was the reply: "I would like to inform you that. After taking a look over the part order I do see that the part order is not correct. The *** provided to us to order off of is for a bookcase headboard and not a bunk bed set. You have received the assembly handwear for that piece. Unfortunately the assembly for an entire bunk bed set does cost a different value as well." Intermixed with the communication noted above were additional emails sent with no replies and repeated attempts for information through chat without success. My check has been cashed for over a year, I used the sku and paid the balance given me by a customer service representative and I've spent hours communicating with customer service to no avail. Yesterday's chat alone was over an hour long. That representative said she would contact parts again, but refused to give me contact information for a manager in customer care or parts. I am requesting that Rooms to Go send the replacement hardware for the Creekside twin/twin bunk bed so this issue can be resolved. My twin bunk has been unusable without the hardware that Rooms to Go promised me in July 2023. (Tracking number given below is for the second package sent by RTG.)

  

  Business Response

  Date: 08/30/2024

  Dear BBB, 

  
  We are in receipt of this claim.

  
  Our records reflect that our customer care department has addressed the customers concerns and have reordered the correct parts at no additional cost. 

   

  We trust this will settle their claim. 

   

  Sincerely,

   

  ******************

• Initial Complaint

  Date:08/29/2024

  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 a full living room set on 3/22/2022, along with a 3 year extended warranty that was recommended by the Rooms to Go salesperson. The salesperson stated the warranty would be a benefit to us as it covered any/all damage by the family dog or children. Fast forward to filing a claim on 7/18/2024 (within the time period required) and weve now spent an additional 6 weeks of frustrating back and forth with the 3rd party warranty company (Guardian) and Rooms to Go. Only to be told nothing can be done. Rooms to Go has stated they have no way of knowing if the salesperson actually said what weve claimed he did (the warranty would never have been purchased had he not), and that nothing can be done for the furniture. A refund was requested in writing to Rooms to Go on 8/22/2024 for the warranty fees paid, and Rooms to Go Staff requested all communication with Guardian so they could look into the issue and see if there was anything they could do. After a week of no response from Rooms to Go, despite calling them, and email was sent requesting an update. Only after that was a call received from Rooms to Go, stating there was nothing they could do. A refund was again requested for the warranty fees paid and Rooms to Go is only willing to issue a prorated warranty. A prorated warranty refund is absolutely ridiculous, when absolutely no services were received for the "warranty". This was clearly a bait and switch.

  

  Business Response

  Date: 08/30/2024

  Dear BBB, 
  
  We are in receipt of our customers claim. 

   

  On behalf of Rooms To Go, please express our apologies to our customer for any inconvenience experienced. 

  
  
  Rooms To Go offers a 1-year warranty for manufacture defects as stated on the terms located on the customers purchase receipt. Theirs expired *********. Our customer purchased the optional service plan powered by Guardian. Their guidelines are clearly outlined under the website referenced on said invoice.  

   

  Please keep in mind the consumer may cancel their extended service plan at any time. However, the refund is prorated based on remaining coverage for the merchandise. This customer purchased a limited ****** plan that expired on 4.01.2025. We have no records of a request to cancel said plan until 8.29.2024. Guardian will issue a refund based on these guidelines. 

   

   We trust this has responded to our customers concerns and will settle this claim.   

   

  Sincerely,

   

  ******************

   

   

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 22215127
  
  I am rejecting this response because: Please see attached for email communication. A refund was requested (in writing) on 8/22, and verbally, when I spoke with ******* that day at length. A refund, in full, is being requested as I was falsely sold this warranty. My salesman, *************************, sold it to me by telling me that the 3 year extended warranty covered accidental damage by my pets and children. Additionally, ******* reiterated this on the phone on 8/22 telling me that Guardian should not have denied my claim as the coverage included a one time accident. ******* directed me to send the communication with Guardian, stating he'd look into things further to see if anything else could be done because the damage should have been covered. A partial refund is simply not acceptable when the Rooms to Go Salesman blatantly lied to sell this warranty.  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/05/2024

  Dear BBB,
  
  Our office understands our customers views. However, every customer is given the terms of extended service contract at the point of sale. The guidelines of what is/ is not covered of said plan is also clearly outlined under the Guardians website to read thoroughly at the customer's convenience.
  
  As we explained, customers are free to cancel their extended service contract at any time after purchase. A full refund; however, is only possible up to 90 days from date of delivery. The refund amount would be prorated after that point in time. Please keep in mind the plan was active since date of delivery whether it was used or not before the 1st reported claim. Unfortunately, our position as outlined previously remains unchanged.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  Date:08/29/2024

  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 a bedroom suit back in early July. The first delivery..footboard and long dresser were damaged.Second delivery..***lacement of footboard..***lacement of long dresser were acceptable. A tall dresser that was on back order was delivered with damage.Third delivery to ***lace tall dresser which was crushed.4th delivery to ***lace tall dresser.also damaged. For this delivery I asked the *** to have the piece inspected prior to departing warehouse. Apparently wasnt done.Called customer service and told them basically this whole process was unacceptable. The offered another ***lacement or keep the damaged one that I currently have and they will discount it 10 percent which I did not accept. Then offered me 15 percent . I asked to speak to someone higher which I was transferred to *************************. He wasnt any help as he wouldnt offer anything outside the first ***. I did ask why I couldnt just get one off the showroom floor and he stated that they are built different and for showroom use. Thus far I have wasted roughly 18 hours of my time dealing with this mess. Apparently there is no QA process. I want a new dresser. I want to Be compensated for my time with the unit discounted. I also want an apology for the incompetence of this business who are in a hurry to sell these products yet resolving an issue has been ridiculous.

  

  Business Response

  Date: 08/30/2024

  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 our customer care department has addressed the customers concerns and have reached an agreement to refund the delivery charge. 

  
  We trust this claim was settled. 

  
  Thank you, 

  ******************

• Initial Complaint

  Date:08/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a loveseat and Rocking Chair on 2/1/2024 during a No Interest Rate Promotion! I put a $100 down payment to make my monthly payments between $35-$40 a month! They have NOT honored this and I receive a statement for $80 plus dollars a month! I went into the store to clear this up and they admitted it was their fault! A District or Regional Manager happened to be in there that day and said he would resolve this. Now they are charging me late fees when I pay the proper amount!!!! It has not been resolved!!! Please help me concerning this matter!

  

  Business Response

  Date: 08/30/2024

  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 experienced. 

  
  With respect to their situation, our customers have many payment options available to them. As our customer stated, they wanted to take advantage of the finance promotion running at that time of the Interest Free plan until 2027. During the application process customers are provided with all the necessary disclosures and must agree before the application can be submitted for processing. In addition, our customers are provided all the information at the point of sale and as consumers have the legal right to read and ask questions should it be deemed necessary. 

  
  Our customer will need to contact their finance company directly should they have any further inquiries regarding their account.  

  
  We trust this has responded to our customers concerns and will settle this claim.  

  
  
  Sincerely, 

   

  ******************

   

   

  Customer Answer

  Date: 08/31/2024

   
  Complaint: 22159814
  
  I am rejecting this response because: They are in the WRONG and their District/Regional Manager knows it!!!! He told me that he would resolve this problem and that it was their mistake and not mine! I worked in ***************** for 30 years before I retired! I ALWAYS made sure to make things right with my customers!!! Im going to go back into the store where I made my purchase and demand for this nightmare to end! I still want the BBB to put pressure on Rooms To Go to accept their error and make it Right!!!!!!!! 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 09/05/2024

  Dear BBB,
  
  Our office understands our customers views.
  
  We have reached out to our accounting office in order to investigate the inquiry. we have been made aware that both the customers sales are on the ******** equal pay/ no interest promotion. However, the customer missed 2 payments so the interest being billed was because of the late fee balance. if the customer has any questions regarding this, they will need to call **************.
  
  Respectfully,
  
  
  ********************
  Presidential Assistant
  

• Initial Complaint

  Date:08/29/2024

  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.

  Recently ordered a dining room table set from Rooms To Go. Invoice number SE19392212. We love the dining table set, however the delivery guys did not have a carpet down or anything during the move in process and they ended up scratching our hard wood floors. The scratch is very obvious and can be seen right next to the moving of the table. It was also not there before. I can send a picture. I am pretty disappointed because we paid about 149$ extra for the delivery, you'd think they would have had something to put down on wood vs wood movement. Now we'll have to do something about the floor and repair it so i'm asking for a refund for the delivery.

  

  Business Response

  Date: 09/03/2024

  Dear BBB,
  
  We are in receipt of this claim.
  
  With respect to the alleged floor claim, our office has reached out to the delivery companys claim administrator in order to investigate the matter further. They have advised they have requested documentation from the customer directly. Once received, they will review and follow up with the customer directly as soon as a decision has been rendered.The customer is welcome to follow up with the delivery company should they have any further inquiries.
  
  Thank you for your time.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 22213493
  
  I am rejecting this response because: I dont see any resolution yet 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 09/06/2024

  Dear BBB,
  
  Please review our previous response. The claim is under the purview of the delivery companys claim office. For any updates or questions,the customer will need to reach out to the contact they provided directly.
  
  Respectfully,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22213493
  
  I am rejecting this response because: I originally put 149$ refund for the damage but after researching, I would have to refinish the floors which can cost a few thousand dollars, I think I need to request more for the amount to cover repair costs for the damage. 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 09/12/2024

  Dear BBB,
  
  This is in response to our customers rebuttal.
  
  As explained in our previous response, this inquiry is solely handled by the corresponding delivery company. According to the liaison,the claim is not closed. They have been actively communicating with the customer directly. A settlement offer has been presented.
  
  Unfortunately, we are not involved in this process;therefore, believe this complaint be directed to ********************* ***************** should the customer have further inquiries.
  
  Respectfully,
  
  
  ******** *.
  Presidential Assistant