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.

close

Find a Location

Rooms To Go has 153 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:08/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought this section in January got it delivered in March. It's August we have peeling on 2 parts of this couch we bought the extended warranty and within our year of purchase. Paid 5k for this sectional plus the extended warranty. There is a tear on the back accidentally done not sure how and then the ******* said the pictures were not clear from technician but she can clearly see these are scratches not peeling. Makes no sense and intended on arguing with me not very professional at all but besides that neither party wants to uphold thier contracts that were sold to us!. These salesmans are selling us these extended warranty but they are not wanting to uphold thier contracts! Which plainly states accidental tears. Please help me we have not had this couch 5 months and it's already trouble not to mention the stitching is ******** on the wedge seat but said the tear voids that so they can't fix it.. seems like to me no one wants to up hold thier policies!!!

  

  Business Response

  Date: 08/29/2024

  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. 5 out of their 7-piece sectional was delivered on 1.18.24 and the remaining on 3.07.24. Our customer purchased the extended service contract powered by Fortegra. Their guidelines of what is and is not covered are clearly outlined under the website referenced on said invoice.
  
  With respect to their situation, we have reviewed their account, the technicians findings and the pictures taken at time of service.Unfortunately, the issues with their furniture were not deemed to be vendor related. There is also no peeling on this furniture. The damage is considered to be consequential. For this reason, our service department denied the claim under the guidelines of the 1year warranty. Please note the furniture was not delivered in this condition. If the customer believes the issues are accidental, they will need to reach out to Fortegra for their review.
  
  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: 08/29/2024

   
  Complaint: 22209980
  
  I am rejecting this response because:
  This is within my first year warranty per fortega. I have contacted them and they have directed me back to rooms to go. No one is wanting to help! ******* stated the pictures were not clear from the technician with is on recording then turns around and tells me they are. She said she knows what peeling is and that is not peeling. How can this be seen when clearly she stated the pictures were not clear. And the back of the wedge piece is torn fortega turned me to rooms to go bc its within the one year warranty.
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 09/04/2024

  Dear BBB,
  
  This is in response to the customers rebuttal.
  
  We understand our customers views and concerns. Our office has reviewed the account fully. The position outlined in our initial response remains unchanged. We have; however, reached out to Fortegras liaison for more information.
  
  Thank you,
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  Date:08/27/2024

  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.

  8/19/2024 - Purchased a rug from RoomsToGo online website. Rug was shipped and received directly from the vendor and does not match the online description nor the online image of the rug purchased. Order #********I - Shinwood III CREAM 6'7" x 9' rug, SKU ********. $239.99 Rug Received has a cream base with DARK GRAY designs. The description and the image do not match the rug sent. The only descriptor for color is CREAM. The image on the website shows a light-colored rug with light tan designs. The rug I received has DARK GRAY designs. They are not the same. I contacted RoomsToGo ************** and had it confirmed that the product shipped has a color descriptor of SLATE. Acknowledging the webite description error, I was asked to take pictures of the rug and send via email to their ************************** I complied and am now being told I received exactly what I ordered. This is incorrect. The rug sold does not match the rug received. I ordered a CREAM colored rug and received a SLATE colored rug. I called **************** and explained the situation, again. They apologized but will not pay for the $69 shipping costs to return the rug. I was given the option to take the rug to a local showroom which is 75 miles from my home, but will have to pay a restocking fee. I am now left with the option to keep the rug or return the rug at my expense. This company sold a product online that does not match the actual product and they are unwilling to correct their mistake. If I cannot get this resolved, I will take them to small claims court.

  

  Business Response

  Date: 08/29/2024

  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.
  
  In regards to their situation, we have reached out to our online store and our special orders liaison. We have been made aware the customer has been contacted in order to discuss the matter and a return has been generated for the rug. In the interest of satisfying the claim, it will be picked up from the home at no cost to the customer. The return was dated for *******. All refunds take up to 21 business days to process from date of return and 1-2 billing cycles to show on the finance statement.
  
  We trust this claim is settled.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 08/29/2024

   
  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:08/27/2024

  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.

  I purchased a mattress from RoomsToGo on 8/17/24 picked it up on 8/19/24 because they claimed they dont deliver mattresss from this location, on 8/24/24 the actual bed was delivered after lying on the mattress I noticed this wasnt the same mattress I laid on in the store and the mattress started to sink down and never came back up so on 8/26/24 I rented another truck took the mattress back to the store they gave me a $100 credit towards an upgraded mattress so I had to pay another $100 out of my pocket for the upgraded mattress,and got the upgraded mattress home and laid on it and the same thing happened the mattress I laid on in the store was not the same mattress they gave me and this mattress is sinking on both sides with a hump and a hill in the middle of the bed. I have back pain due to a injury and I really need my money back so that I can purchase another mattress.

  

  Business Response

  Date: 08/30/2024

  Dear BBB,

   

  We are in receipt of this claim.

  
  
  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 service team addressed the reported issues in the home today, 8.30.24. 

  
  
  We trust this claim was settled. 
  

  
  Thank you, 
  

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

  Customer Answer

  Date: 08/31/2024

   
  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:08/26/2024

  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.

  Purchased my living room set in November 2023. I elected to install and assemble everything myself because Im competent enough to build a sofa aka s**** in legs. Unfortunately my Sofa (SKU:10181725) was delivered without its legs. Contacted Rooms To Go and they said the parts will be delivered ASAP. 5 months later!! We received the legs WITHOUT screws! They sent a technician out to supposedly fix it with the parts but he shows up with nothing. Now in August 2024 and I still cant assemble my sofa! So embarrassing when I have people over. Unsatisfied 100%. Spoke with Supervisor ****************, for all my troubles and discomfort the best they could do is remove the delivery fee. Requested full refund on the product they didnt fully deliver and only would give back 10%

  

  Business Response

  Date: 08/30/2024

  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. 

  
  With respect to their situation, we have 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 exchange the sofa on 9.4.24.

   

  We trust this will settle their claim. 

  
  Sincerely, 

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

• Initial Complaint

  Date:08/26/2024

  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 2 Lazy Boy Recliners in April 2024, by June the seats had broken down, we called Rooms to Go, and they sent a man out that agreed they had broken down. He offered to restuff them, but they were only 3 months old, so we said no. We later learned all they would do is send us new seats and when we got them to call the store, and they would send someone out to install them. That was in June, still waiting and now they are telling us it will be sometime in September. In the meantime, we are sitting in broken down chairs. We even bought some fancy warranty that was supposed to cover everything wrong with them. I guess our only option is to sit in uncomfortable chairs, that have the arms too high since we are now settling lower from the broken cushions. We only weigh 145 and 164 do the chairs should last for years. With that fancy warranty we bought we should have had a resolution by now. We would have been happy with a suitable repair, but now we think a refund would be better.

  

  Business Response

  Date: 08/27/2024

  Dear BBB,
  
  This is in response to our customers claim.
  
  On behalf of **********************, please express our apologies to our customer for any inconvenience they may have experienced.
  
  Rooms To Go offers a 1-year warranty for manufacturers defects and workmanship as stated on the terms of sale located on their purchase receipt. The extended service plan they purchased, is powered by Fortegra.Their guidelines of what is and is not covered is outlined under the website referenced on said invoice. Coverage is for manufacturers defects but does not start until the 1-year warranty expires unless it is an accidental issue.
  
  We have reviewed the account in its entirety. Our records reflect a technician went and evaluated both recliners. However, the issues with the seats are not vendor related issues. Nonetheless, the technician offered to fill the seats. This offer was rejected. Our service department authorized ordering 2 new seats as a courtesy. Parts take up to 90 days to manufacture and/or fulfill. In view of the above stated, we would not be able to offer a straight return.
  
  Please have them send you clear and complete pictures of the 2 recliners for review. We will need front, back and lateral views not just close *** in PDF format.
  
  Sincerely,
  
  ********************
  Presidential Assistant

• Initial Complaint

  Date:08/26/2024

  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.

  I canceled an internet Rooms To Go order on August 22. I lost my debit card on August 23. Rooms To Go called me on August 24 saying that I need to go to the bank to get my refund because my debit card was closed. Now, August 26, Rooms To Go is telling me that I have a hold on my account and need to dispute it with the bank. I dont understand why they want me to lie to the bank because the refund has already been made. This exact situation has happened before with Rooms To Go and I didnt have this issue.

  

  Business Response

  Date: 08/28/2024

  Dear BBB,
  
  We are in receipt of our customers claim.
  
  The payment processor we use for our ecommerce customers is standard to protect businesses and consumers from any fraudulent activities and to better serve them.
  
  With respect to our customers situation, our company attempted to credit the customers **** card used at the point of sale when they requested to cancel the order. Unfortunately, the credit was declined on 8.24.24. In view of this, our online support team, including their management staff,reached out to the customer to inform them of the situation and attempted to explain how the customer could resolve this by going through their bank. Our records show the customer did not wish to hear nor accept the recommendation.
  
  We have no control if a credit is not accepted or rejected. In order to assist the customer, they were being advised to contact their banking institution and file a dispute for the transaction amount as credit not received.As soon as the bank contacts us with the dispute, our company will accept it which allows the funds to be returned to the bank.
  
  We trust this claim has been answered.
  
  Thank you for your time.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  Date:08/26/2024

  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.

  I requested back in July to receive a refund foe the insurance policy we were secretly and unfaithfully made to purchase by our sales person when we bought our couches. Rooms to go said they wod refund us. It's now almost September and we have not received any refund.

  

  Business Response

  Date: 08/28/2024

  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.
  
  With respect to this inquiry, we reached out to Guardians liaison in order to investigate the delay. Generally, it takes up to 21 business days to process as stated under the complaint case #********. Unfortunately, they have been back logged and are processing as quickly as possible. We have been made aware the cancelation is done and the monies are transmitting back to the MasterCard used at the point of sale. Please allow up to 7-21 business days to post on the account and 1-2 billing cycles to show on their billing statement.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ***************************
  Presidential Assistant

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22195495
  
  I am rejecting this response because: Hi I am only rejecting because I'd like to know which card it will be placed back on. I believe we used a combination of 2 cards in the sale - Can you just provide the last 4 digits of which one the refund will be sent to so I can check on this?
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/30/2024

  Dear BBB,

   

  We are in receipt of this response. 

   

  The refund will be returned to the MasterCard ending in 5286.

   

  We trust this claim is settled.

   

  Sincerely,

   

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

• Initial Complaint

  Date:08/23/2024

  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.

  I bought an outdoor sectional from Rooms to Go that stated the dimensions were ****** x 158. Being generous, it is about 100 x 120, although I over measured. Rooms to go wants me to pay another $1770 for the couch to be the size I ordered it as. They should include the pieces needed to make the couch the size I ordered.

  

  Business Response

  Date: 08/26/2024

  Dear BBB,
  
  This is in response to our customers claim.
  
  On behalf of **********************, please express our apologies to our customer for any misunderstanding or inconvenience they may have experienced.
  
  In regards to their situation, our records reflect the furniture delivered is exactly the product our customer selected and paid for. We would like to review and research the inquiry in its entirety. In order to do so,please have the customer provide a detailed description on how the outdoor sectional is being measured. If they can provide pictures for our review as well.
  
  Thank you for your time.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 22188028
  
  I am rejecting this response because: the measurements on your website are incorrect on both options for the *********** sectional. In the photos, I am measuring from the back of the corner piece. My photos show how long the sectional should be according to your website. When I talked to an employee online, they said I was correct that the measurements online are incorrect. I purchased this product based on the size your website displayed and I did not receive that size. The online measurements are still on your website misleading consumers.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/29/2024

  Dear BBB,
  
  We are in receipt of the latest reply and the pictures our customer provided.
  
  Our office will review them and the issue further with our buyers and warehouse teams to further investigate the concerns. We will follow up once we have more information and a decision has been rendered on a course of action.
  
  Thank you for your time.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 09/06/2024

   
  Complaint: 22188028
  
  I am rejecting this response because: replying so my time doesnt run out. I see that you have changed the dimensions in one spot on your website, but still have not updated the photo measurements. Your new measurements are 93x117. Far off from the measurements I  purchased at ****** x 158. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/13/2024

  Dear BBB,
  
  This is in response to the customers latest reply.
  
  Our buyers have been addressing the reported issues with the manufacturer and are working on correcting the specifications we were provided.
  
  With respect to our customers situation, we have reviewed the matter fully and understand the frustrations this may have caused. In view of this, we have rendered the following decision.
  
  Regrettably, we would not be able to offer additional items at no cost; however, if the customer would like to add pieces to their existing outdoor sectional, we will offer a discount off the additional items. Should they wish to consider reselecting to a different set all together that will better serve their needs, it would be for equal value paid with no new delivery charges. As last recourse, we will authorize a return for a full refund of their patio set if they do not wish to accept either of the above stated options.
  
  Please let us know their decision.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 09/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. ******************** can pick up the sectional any time and issue a full refund back to my card in the amount of $4,809.35. They can contact me directly with my info on file with them if they need to schedule anything. They still have not fixed the false advertising on their website unless you are really looking for it or even notice. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/22/2024

  Type:Sales and Advertising 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.

  On June 3, 2024 I purchased a *********************** bedroom set and received delivery of it on June 13, 2024 except the headboard and foot board and rails were on back order. I was sold loaner rails and was to be reimbursed when my actual bedrails were delivered. On the delivery day I gave the delivery driver the loaner rails and when I contacted customer service to find out how I would be reimbursed the person had no clue what I was talking about and could not find it on my account that I even had loaner rails, at first. So he transferred me to the ************, Ga store where I purchased the items. The person I spoke with there pretty much seemed to scold me as if I did something wrong for giving the delivery driver the loaner rails back. She treated me very impatiently and acted as if I was suppose to know how their procedures go. Then she finally said that she would try to locate what truck the rails were on and once she takes care of that she would process my reimbursement. As I am the customer I should not have been treated that way. The same day as I began to put the bed together I realized I was sent two left legs for the headboard instead of a right and a left. When I called customer service back and explained I was told to send pictures to a link that was emailed to me. The link went to a site that would not work properly. I called back and was advised by another person to email the pictures instead of. The person informed me that the right leg I was missing would be delivered on August 22, 2024. On this day I was sent the wrong items AGAIN after all the trouble I had already went through. I feel that this is very unprofessional and unfair to me as the customer. On top of the lack of training and improper communication and attitudes I had to deal with through customer service this has been super inconvenient to my wife and I. So now we are still without our bed that we have paid for and have waited on for almost 3 months.

  

  Business Response

  Date: 08/23/2024

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Please express our sincere apologies to our customer for any inconvenience they may have experienced.
  
  As we are concerned by the allegations expressed, we will be reviewing with the corresponding management teams to further investigate and address internally any issues as deemed necessary.
  
  With respect to their furniture, our office has reviewed the account in its entirety. The loaner frame monies were processed back to the finance account once the frames were checked back into the warehouse. We regret the bed was not complete upon the initial delivery as well as for any misunderstanding about the part that needed replacement. Currently, our records reflect a part order was placed for the missing leg on the headboard and it has been shipped via *** to the address listed.
  
  In the interest of customer satisfaction, our office will process a refund of their delivery charges in the amount of $79.00 as an accommodation.All refunds take up to 21 business days to process and 1-2 billing cycles to show on the finance statement.
  
  We trust this claim has been answered.
  
  Thank you,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 08/23/2024

   
  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. Of course, if the resolution of compensation via refund of the delivery charge is not reflected on my account then the matter will have to be readdressed.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/22/2024

  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.

  I purchased furniture. The furniture was damaged and the table came with no screws. I immediately contacted rooms to go and open cases for the damaged items. When new items was delivered still no screws attached to table. I called the customer service department which has been a horrible experience. The management team is rude and disrespectful. I have called and called over and over to not receive a resolution. When I asked for a refund due to the furniture is cheap. I advised I wanted a refund because I received brand new furniture out the box damaged. They are overpriced furniture thats cheap and damaged. The supervisor advised rooms to go do not do refunds . **************** to supervisors was very unprofessional.

  

  Business Response

  Date: 08/22/2024

  Dear BBB,
  
  We are in receipt of this complaint.
  
  On behalf of Rooms To Go, please express our apologies to our customer for any lack of professionalism they may have experienced.
  
  As we are concerned by the allegations expressed, we will be reviewing with the corresponding departments 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 but will be used to ensure a similar situation does not transpire in the future.
  
  With respect to their situation, we have reviewed the account in its entirety, Our records reflect steps were taken in order to remedy the reported issues on the furniture the customer selected with replacement and/or parts as quickly as possible. Currently, we show hardware was shipped to the home and a service technician scheduled for the 1st available date (that would work for the customer), was there on ******* to complete the table assembly. As far as accommodation, we see they were offered a $100 refund as a gesture of good will. This amount was accepted and submitted for processing. Please allow up to 21 business days to process and 1-2 billing cycles to show on their finance statement.
  
  Thank you for bringing this matter to our attention.
  
  Respectfully,
  
  
  ********************
  Presidential Assistant