Business Profile

Furniture Stores

Rooms To Go

Headquarters

Complaints

This profile includes complaints for Rooms To Go's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,673 total complaints in the last 3 years.
429 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:08/20/2024
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.
The purchase was made December 18 of year 2018. I am an elderly woman who has been in a nursing home and I had automatic payments coming out of my account Bank of America for the last six years for $55 and they will not give me my money back. my daughter noticed this on my bank statement and they are claiming that they don't owe me any money. I also contacted synchrony Bank and they are telling me that they don't owe any money either. I am very concerned the bed was paid off years ago, but yet they're keeping my money, I think this is elderly abuse. I just don't know what to do because I have spent hours and hours of my time talking to both synchrony Bank and rooms to go and they don't seem to be able to help me in any way.
Business Response
Date: 08/21/2024
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 had regarding their finance account.

Please understand that Rooms To Go is solely the retailer and only handle warranty issues with the furniture they purchased. Synchrony Finance paid us when the customer received the ********************. Unfortunately, we do not have access to their financing account nor have any information regarding their payment history. Therefore, the customer will have to direct this complaint to the finance institution as this is out of our jurisdiction.

Thank you for your understanding.

Sincerely,

******************,
Presidential Assistant
Business Response
Date: 09/25/2024
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 had regarding their finance account.

Please understand that Rooms To Go is solely the retailer and only handle warranty issues with the furniture they purchased. Synchrony Finance paid us when the customer received the ********************. Unfortunately, we do not have access to their financing account nor have any information regarding their payment history. Therefore, the customer will have to direct this complaint to the finance institution as this is out of our jurisdiction.

Thank you for your understanding.

Sincerely,

******** O,
Presidential Assistant
Customer Answer
Date: 09/27/2024

Complaint: 22170767

I am rejecting this response because:

Sincerely,

***** ******
Initial Complaint
Date:08/19/2024
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 this power recliner sofa and chair just under two years ago. We are seniors with no pets or children, so only normal wear to the furniture. There is an area of discoloration and peeling leather right in the front of the sofa. We did buy extended warranty insurance, but were told this concern was not covered by them, but would be covered by rooms to go. Since June, we have contacted customer service and sent pictures 4 times. Until this week, we had no response at all. This week we had a request to send pictures again. I have email receipts that I have sent them 4 times. Can you help us?
Business Response
Date: 08/20/2024
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 or delays experienced.

We will be reviewing with our customer care management team in order to investigate the allegations and address as deemed necessary.

Rooms To Go offers a 1-year warranty against manufacturers defects as stated on the terms of sale located on their purchase receipt. Theirs expired as of 7.14.23. The customer purchased the extended service plan powered by Fortegra. Their terms are outlined under the website referenced on said invoice. Please note that discoloration or their leather issues are not vendor related defects; therefore, not covered by the service plan. For this reason,their claim was denied. Nonetheless, the customer was asked to provide pictures to our aging claims office for further review. they will review leather issues on a case-by-case basis. We do not show they received pictures to the email address to date.

Our office has reviewed the account and the pictures provided to your office. as a good will gesture, our office will authorize the purchase price value of $2588.00 from the sofa and recliner to put towards the reselection of another sofa and recliner or living room set equal in value. If greater,they would be responsible for the difference in price plus new delivery charge and extended service plan should they want it on the new selection. The current plan will have been exhausted with its replacement. The customer will need to see the office staff at their originating store for assistance. The offer is contingent on the return of the current set in the home when the new product is delivered. This offer is valid until 9.20.24.

We trust this claim is settled.

Thank you for your time.

Sincerely,

********************
Presidential Assistant
Customer Answer
Date: 08/22/2024

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,

**** And ***********************
Initial Complaint
Date:08/18/2024
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.
Purchase a conversion baby crib right at a year ago. When converting it to a toddler bed noticed two end caps were missing for the toddler rail attachment. Ive been contacting the manufacturer and Rooms to Go for 3 months now. After being ignored and put off for months Rooms to Go wants to send a replacement crib in December. Months away. Over 2 missing pieces that Im not sure will be with the replacement. My son will be nearly two years old by then. This is not acceptable and Ive always been a loyal Rooms to Go customer.
Business Response
Date: 08/21/2024
Dear BBB,

This is in response to our customers complaint.

On behalf of **********************, please express our apologies to our customer for any inconvenience experienced.

Rooms To Go offers a 1-year warranty for manufacturers defects and workmanship as stated on the Terms and Conditions of Sale located on their purchase receipt. This has now expired as of 8.5.24. Since delivery,we have not had any written or verbal communication in reference to this matter until 7.09.24. We have no evidence to support that not all parts were delivered at that time. Our records reflect our customer care department requested pictures of the set for review. A request for parts was sent to our parts office. It takes up to 90 days for a vendor to fulfil an order if available.Unfortunately, our records indicate the parts are not available from the vendor to order separately; therefore, recommended exchanging the convertible crib with drawer sku as a courtesy. The exchange is scheduled for 12.19.24 due to backorder from the manufacturer and should include all needed pieces.

Please note the new piece will carry no warranty. The customer will need to call no later than ******* from date of receipt should there be any issues.

We value our customers business; however, would be unable to comply with their request of a billing adjustment due to the reasons explained above.

Thank you,

********************
Presidential Assistant
Customer Answer
Date: 08/21/2024

Complaint: 22161645

I am rejecting this response because:
The replacement crib may not have the attachment needed for the conversion crib and its months out. My child is ready for the toddler conversion now.

Sincerely,

******* Dancer
Business Response
Date: 08/22/2024
Dear BBB,

Our office understands our customers views. However, as explained in our previous response, we have no information reported the crib conversion was incomplete when delivered on 8.05.23. We would have been able to address this when they received the product had it been reported in a timely manner. The exchange is being done as a gesture of good will. Regrettably, there are no other options available if the product is on a firm backorder from the manufacturer. Unfortunately, our position as outlined previously remains unchanged.

Thank you for your understanding.

Respectfully,

********************
Presidential Assistant
Customer Answer
Date: 09/01/2024

Complaint: 22161645

I am rejecting this response because:
The timeframe to get a replacement will not be efficient as what is needed is needed now. The replacement product may not even have what is needed for the conversion. The product sold did not come with what was promised.

Sincerely,

******* Dancer
Initial Complaint
Date:08/18/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased a TV stand a week ago. It was on sale in the showroom it only had 1 issue the heater was loose on one side. We were told it would be fixed before we picked it up. Picked it up on Monday and brought it home which is a 2 hr drive from the ********* ***** location. Once we got it situated we noticed that the sharp points from the screws were poking out the front of the TV stand. We called Rooms to go and spoke with ****** she stated that her staff does not repair furniture and refused to help us any further since it was sold as is. She was very rude and condescending. The furniture was damaged after the sale and instead of admitting the error they deliberately hid it so that he wouldnt see it before leaving the store. The TV stand also came with a middle shelf but since they screwed the heater in we cant use the shelf. We can accept our mistake in the matter but they simply refuse to take ownership of the mistake that they made. I am requesting assistance in repairing the damage that was done to the TV stand.
Business Response
Date: 08/26/2024
Dear BBB,

This is in response to our customers claim.

Please express our apologies for any inconvenience or misunderstandings experienced.

With respect to their situation, we have reviewed the account in its entirety. Our online complaint office has been in contact with the customer directly to discuss and address their concerns. The issues have been resolved.

Thank you for your time and understanding.

Sincerely,

********************
Presidential Assistant
Initial Complaint
Date:08/16/2024
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 visited the Rooms to Go store on 8/7/24 at **************************************************************************** I sat on a couch and liked the comfort it so I ordered it. Once I got home, I noticed that Rooms to Go has a No Return Policy. This prompted me to search the Company and came across thousands of negative reviews regarding how horrible their customer service is and the quality of the furniture. The next day, 8/8/24, I called the store at ************ to cancel my item noting all of the negative reviews. The office manager eased my concerns by promising that if I do not like the furniture upon delivery, I can send it back at no charge. However, this was not possible on the day of delivery, 8/12/24, because the couch came in a box and the delivery men argued with me refusing to unbox it. Once they finally unboxed it, they hurriedly left which did not give me a chance to try out the furniture. Once I sat on it, I noticed that the motor/seating on the left-hand side was not behaving properly, making clicking noises, as well as the extreme discomfort of the couch. I called the store and talked to the office manager about what had happened, as well as making her aware of the faulty motor. She completely changed her tune from our conversation on 8/8/24 and told me that it was too late to return it. I spoke to the manager and he also stated NO Returns/Refunds and offered to deliver a new couch which is scheduled for 8/22/24. I accepted, because he told me that this was my only option. However, after further consideration, I decided this is not acceptable because they delivered me a couch with a faulty motor and one that is not the same as far as quality as what I ordered. I did not get what my hard-earned money paid for and I want a refund. This should be easy for them because they have to come pick up the couch anyways due to the faulty motor. I am not sure why they are insisting on delivering a new couch that I do not want. I am going to postpone this delivery until the matter is resolved.
Business Response
Date: 08/19/2024
Dear BBB,

We would like to express our sincere apologies, for any misunderstanding our customer may have had regarding their purchase.

As we are concerned by the allegations expressed regarding delivery, we will be sharing the matter with the corresponding delivery company in order to investigate and address as deemed necessary. Regrettably, we have reviewed the account and show the customer chose doorway delivery. They did not pay for full-service delivery that includes set up of furniture. For this reason, the product was delivered in factory packaging. The customer is responsible for unboxing and set up of their own furniture.

Our records reflect they received the furniture they paid and signed for. We regret the reclining function was having issues upon delivery; however, an exchange was arranged in order to remedy the issue. Unfortunately,we do not offer a comfort trial period for the furniture we carry. We will repair or replace as outlined in the terms of sale they agreed to upon purchase.

At this time, the store has authorized the customer a courtesy reselection to a different piece if they do not wish to stay with the current loveseat in the home. The store would be happy to go over the option with the customer in detail should they wish to accept the offer that is valid until 9.19.24.

Thank you for bringing this matter to our attention.

Sincerely,

********************
Presidential Assistant
Initial Complaint
Date:08/16/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased a sectional from them about a year ago and got the extended warranty that the salesman basically pushed on me. Made a claim because the entire frame broke on one of the seats of my modular sectional, with the extended warranty a month and a half after the manufacturer warranty expired. Took the extended warranty and rooms to go 2 and a half months to even tell me that they cant fix it or replace it because they no longer make this couch and theyll give me a credit to pick something else but the credit doesnt even cover what I paid for this sectional! They want to credit me 2500 but then I have to come out of pocket for taxes and delivery! I paid over 3k for this sectional. When I told them I just want a refund they told me I could call the store I got it from and either get a refund or the credit for the store but I dont even live in the state I bought from anymore due to active duty military orders! And the store is refusing to refund me! All I want is my hard earned money back and even more because I was told I could get one from the store I bought (***************) and theyre refusing. This company is a total scam and so is the extend warranty. Still have a broken couch. Still no refund.
Business Response
Date: 08/19/2024
Dear BBB,

We are in receipt of our customers claim.

Please understand that Rooms To Go offers a 1-year warranty for manufacturers defects and workmanship at the originating delivery location as stated on the Terms and Conditions of Sale located on their purchase receipt. This warranty expired as of 3.31.24. They purchased the optional extended service plan Powered by Guardian.

With respect to their situation, our records reflect the customer reported their issue with the living room set and Guardian approved service under their guidelines; however, the customer moved to an unserviceable area. The furniture was unable to be properly evaluated. Nonetheless, Guardian authorized a reselection of the living room set to satisfy the claim. Given the length of time the furniture has been in the home a straight return would not be offered.

A reselection is for equal value (price of set $2,449.26).If greater, the consumer is responsible for the difference in price plus new delivery charge and extended service plan should they wish to have it on the new selection. Under the terms of the plans agreement, once the product is replaced,the coverage is exhausted. They may refer to the terms of the extended service plan under Limit of Liability. These transactions are finalized with their originating store. due to their move, they may go to their nearest location or look online and contact the originating store to complete the transaction. The living room pieces will then be picked up when the new product is delivered. This offer is valid until 9.16.24.

Although we sympathize with their concerns, we are unable to comply with their request due to the reasons explained above.

Thank you for your understanding.

Sincerely,

********************
Presidential Assistant
Customer Answer
Date: 08/19/2024

Complaint: 22153794

I am rejecting this response because: for anyone that has bought a BRAND NEW COUCH that paid 3k for the item, delivery and tax, that item should last well over 4 years. This sectional lasted 1 year and 2 months. The fact that everyone in the customer service department has told me different things is ridiculous and to top it off this is not only how youre treating a customer but someone that is active duty military. And as a side note: we had to move to a new location because of active duty military orders, we did not have a choice. So I bust my a** all day to come home to a broken sectional. The extended warranty did send out a repair person after 2 months of it being broken, just for the repair person to look for not even 5 mins and say there is no way I can fix this the whole frame is broken. Then I waited an additional week and half to reach out again and have update and they only recently got back to me. I am asking that you provide me a refund of the sectional as a gesture of good will and I will bring you the broken sectional or we can schedule for a pick up.
Sincerely,

*************************
Business Response
Date: 08/26/2024
Dear BBB,

Our office understands and appreciates our customers service.

Please understand that since date of delivery 4.07.23, we show no records of any issues ever reported with the sectional until *******.The sectional was not delivered in this condition.

With respect to their situation, Rooms To Go does not have any determination on course of action after the 1-year warranty has expired. If the extended service company sent out their own technician, we would not be privy to that information considering the furniture has no warranty. We were unable to send one of our contracted technicians as the customers new area is not serviceable by us. The furniture is solely under the purview of Guardians terms. If covered, the options are to repair or replace. They decided to cover the issue and offered reselection. No other option is being considered. Unfortunately,the position as outlined previously remains unchanged.

Thank you for your understanding.

Sincerely,

********************
Presidential Assistant
Initial Complaint
Date:08/16/2024
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 bedroom set on 5/14/24. It was supposed to be delivered on 5/28/24 to my new home. 2 men showed up in a non marked truck, no uniforms and no badges. I asked them to identify themselves, and if they could wear shoe coverings. They became belligerent and extremely rude. They wouldnt tell me who they worked for or their dispatch center. The *** guy was there & heard everything , and he was willing to install the furniture. I contacted Rooms to Go and they said they didnt know who the driver or helper was. This was even more scarier as I was supposed to allow the gentleman in my home? I asked them to contact their boss and they refused and told me they dont have a boss. So i recorded them and the truck/license plate. Those guys left with my ********************. I had NO bed. I called **************** and she advised that they would try to redeliver that day! However that didnt happen. I called the next morning and was told they could come A WEEK later on 6/4. So disappointed as I had NO BED! They come 6/4 and still missing my mirror. Advised 7/27 NEXT delivery. Well that day comes and goes. I contacted them and I was advised that the item was no longer available and they could refund my money. I was appalled as I picked this set for a reason . I expressed my feelings to **** at ***********. He said, give him a couple of days to speak to a few people to see what he can do. I got a call back the next day that they had magically found the last mirror. It would be delivered the upcoming Wednesday. However, I am super disappointed with the lack of customer service from ********************, lack of communication, the lack of sympathy while leaving me on my floor for over one week without a bed or anything to sleep on! I am disabled ( i have Spine issues and I need surgery ). Also, sending people to my home in todays climate with no identification is inappropriate. I would like to be refunded for this entire transaction due to all the issues and inconvenience.
Business Response
Date: 08/19/2024
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 regarding their delivery.

Our office is concerned by the allegations expressed. We will be reviewing with the corresponding delivery company 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, please note that the delivery service is contracted by 3rd party companies. Most contractors are independent. That aside, they do report to their hiring company. We have been made aware that the delivery companys management team spoke to the customer while drivers were at the home. It was explained that due to safety concerns, drivers are not allowed to remove their shoes and it is at the drivers discretion to wear booties. It is certainly the customers choice to allow the drivers to continue or not. We regret the delivery was not completed as scheduled; however, show it was rescheduled and delivered on the next available date 6.04.24. As far as the mirror, our records reflect it was on backorder when the initial purchase was made. It was dated for delivery on 7.27.24. The piece was no longer available from the manufacturer. In view of this, the customer was contacted, and message left prior to delivery advising it was not available and alternate options offered. A piece was later located in a different region and transferred over in order to fill the order for the customer and was finalized on *******.

Although we value our customers business, we would be unable to comply with their request to do a straight return or accommodate due to the issues explained herein.

Thank you for bringing this matter to our attention.

Sincerely,

********************
Presidential Assistant
Customer Answer
Date: 08/19/2024

Complaint: 22152911

I am rejecting this response because: that is not accurate. I didnt speak with anyone about the driver except customer service as the driver told me they had no manager. The helper didnt have a shirt on initially and then he put it on inside out. However, it still didnt have a name, a logo or anything saying Rooms II Go, delivery, ********* delivery, Amazon, absolutely nothing!!!!
Also, they had no identification, so why would I allow TWO men, not in a uniform, unmarked truck and no paper, no work tools or anything in my home? Thats not safe! Would you allow anyone in your house without credentials? If I called 911 right now they would say dont let them in!!! Then you have them rude, belligerent, disrespectful and pompous!
YOU ALL CONTRACT them as 3rd party so you should be liable. This is discrimination and disgraceful.
Secondly, I had to sleep on a floor for over a week and I am disabled. I will be sure to contact the ************* of labor regarding the violation of Americans with Disabilities Act, and consumer protection affairs. You all had my money from 5/14 and made me sleep without a bed!
Third, thats not accurate about the mirror. I was NOT contacted until after 7/27 on August 1st. If the mirror was discontinued , why didnt they locate it before me pressing the issue with ****? You all should have just transferred it or whatever prior to all the calling, and I would have called sooner to follow up, but in the mist of this I had surgery and my mother transitioned.
Also, I was only offered a refund for the mirror, as it wasnt available, so I asked about the Studio Place mirror as was contacted back and told the NO THE placements/screws were different and they didnt recommend different sets be mixed and matched. So what options did I have?? I already had the bed and dresser a little over a month! You all lack integrity, sympathy, empathy, compassion and customer service

i need to be compensated something for all of these issues and inconveniences!

Sincerely,

Zanetria *******
Business Response
Date: 08/20/2024
Dear BBB,

We are in receipt of this rebuttal.

Once again, we apologize for any inconvenience our customer may have experienced.

However, our office believes we have already responded to our customers complaint. Please note the picture customer provided displays the delivery companys logo. Consumers are also provided with estimated timeframes as to when drivers are scheduled to be at the delivery location. Customers also receive tracking links and/ or texts alerting customers to drivers arrival. Such was the case here.

Regrettably, our position as outlined previously remains unchanged.

Respectfully,

********************
Presidential Assistant
Initial Complaint
Date:08/16/2024
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.
The couches are less than a year old and fabric flailing all over couches, loveseat and pillows. Couches are covered at all times. Rooms to go blame my dog. Even if it was my dog (which it isnt) it shouldnt be doing this. They are less than a year and they need to be thrown away.
Business Response
Date: 08/19/2024
Dear BBB,

This is in response to our customers complaint.

In regards to our customers situation, we have reviewed their account in its entirety. Our records reflect a technician went out on 3.23.24 to evaluate the living room set. It was deemed the issues were not vendor related. However, as a courtesy an exchange was authorized to satisfy the complaint.

Please understand we offer a 1-year warranty against manufacturers defects as stated on the Terms and Conditions of Sale located on their sales receipt. Since 4.20.24, we show no verbal or written communication regarding any issue until 7.06.24. Pilling is not a vendor related defect. It is considered consequential damage caused by wear and usage. Unfortunately, we are unable to get the full scope with the picture the customer provided. We will need to see overall views showing top to bottom, left to right as well as lateral and back views not just close *** for further review.

Thank you for your time.

Sincerely,

********************
Presidential Assistant
Customer Answer
Date: 08/21/2024

Complaint: 22152600

I am rejecting this response because: the replacement couch is doing the same thing. I dont care what your tech says. The furniture is falling apart.

Sincerely,

*******************************
Business Response
Date: 08/22/2024
Dear BBB,

Our office understands our customers views. However, our position as outlined previously remains unchanged.

Thank you for your time.

Sincerely,

********************
Presidential Assistant
Initial Complaint
Date:08/14/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased couch - within 2 weeks had issues with over stuffed cushion - asked for help - told they would send someone.No rep.Couch in storage for 6months (move) placed in home and used for 4 months (total of 6month use) - back cushions are falling apart, some cushions are sagging, and the original issue is still over stuffed and the fabric doesn't cover the seat.We have insurance on this - and were told - to bad, so sad - we only cover stains - for the cost of the insurance there should be more. This is a garbage couch and I'm very upset with non-reponse of room to go when we spent over $2,000 to be comfortable - this couch is miserable to sit on
Business Response
Date: 08/15/2024
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 at the originating delivery location as stated on the terms located on their purchase receipt. Theirs expired as of ******.Our customer purchased the extended service contract powered by Guardian. 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 in its entirety. Since date of delivery, we show no record of any verbal or written communication regarding any issues until this complaint. Unfortunately,we have no way of knowing what condition the product was in prior to the customer moving it and placing it in a storage facility for a length of time then later moving it to a different location. This action would not be covered under the 1-year warranty.

At this time, our records reflect the customer contacted Guardian and they generated a service to evaluate the sectional. The customer will need to contact our customer care department at ************** to schedule their appointment. Once service is completed, the findings will be sent to Guardian for review.

Thank you for your time.

Sincerely,

********************
Presidential Assistant
Initial Complaint
Date:08/13/2024
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 had a wonderful associate help me and we talked about the time frame I had to return the furniture. The sectional was delivered and it was so uncomfortable to sit on for any period of time. I started emailing the associate who never responded. I called the customer service number and they told me to call the store. I called the store and they said that they are sorry but comfort is not an excuse to return the couch. I wanted the couch for sleeping and I wake up with a back ache every time. HOW DISSAPOINTED I AM WITH THEIR CUSTOMER SERVICE.
Business Response
Date: 08/13/2024
Dear BBB,

We would like to express our apologies, for any misunderstanding our customer may have had regarding their purchase.

Our records reflect they received the furniture they paid and signed for on 7.20.24 with no reported issues. Regrettably, we do not offer a trial comfort period on the furniture we sell. We offer a 1-year warranty against manufacturers defects as stated on the terms of sale located on their purchase receipt.

With respect to their situation, preference is not a covered issue; therefore, a return would not be authorized for that. Currently, our records reflect a service is scheduled for 8.17.24 to evaluate the product.Please keep in mind that if the issues are not vendor related, no course of action would be possible.

Thank you for your understanding.

Sincerely,

********************
Presidential Assistant

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