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.
428 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:08/12/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
**********They broke my brand-new house wall while deliver master bed set, now denied as existing issue. ******* I purchased +$13000 furniture from Rooms to Go in **********, *****, three months ago. The order number is ********, ********, ******** etc. After the delivery, I discovered a hole in the wall, behind the bed they assembled. When I contacted them, they created a claim (24069680-1) and requested photos. I provided the photos of the damage, but they denied the claim, stating it was due to a pre-existing issue. I suspect they broke wall on first delivery (back metal bedframe and mattress). My question for Rooms to Go is: How could my brand-new house have an existing hole in the wall next to a newly assembled bed? Could someone please review this and provide a proper explanation? Ive been unable to get any responsible party when I call them, and it seems like they simply dont care.
Business Response
Date: 08/13/2024
Dear BBB,

We are in receipt of our customers claim.

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

With respect to the alleged wall claim, our records reflect our customer care department forwarded the customers report to the corresponding delivery company for review. Our office has reached out to the delivery companys claim administrator in order to investigate the matter further. We have asked them to follow up with the customer directly in order to advise their rendered decision.

Thank you for your time.

Sincerely,

********************
Presidential Assistant
Customer Answer
Date: 08/14/2024

Complaint: 22130373

I am rejecting this response because:
they have been telling that 3 month now. Delivery company already decline for repair and they are not responsible on this case. Rooms-to-go should take this responsibility. I pay them.

Sincerely,

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

This is in response to the customers rebuttal.

Please note that property claims are reviewed and addressed by the corresponding delivery company not by Rooms To Go.

We have no information that the delivery company denied the customers claim. For this reason, we have reached out to the delivery company management team and they have advised they are investigating this with their claims office. They will follow up with the customer once said investigation has concluded.

Respectfully,

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

Complaint: 22130373

I am rejecting this response because:
i have attached evidence/email from them that they (delivery company) already denied my claim.

Sincerely,

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

The delivery companys management team has investigated the reported allegations with their claims office.

They compared pictures they were sent to the pictures provided from the delivery team on their walkthrough prior to bringing in the product. It was found that the alleged damages were pre-existing as they matched damages already present. We have been made aware that is the reason their claim was denied. Regrettably, the drivers cannot be held liable for damages that were in home before the furniture was delivered.

After considerable review of their file, our office also believes there is no sufficient evidence to support our customers allegations.

On behalf of Rooms To Go, we apologize for being unable to pursue any further action due to the reasons explained above.

Sincerely,

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

Complaint: 22130373

I am rejecting this response because:

Hi Rooms To Go team.
you had 2 deliveries on my house. ***** was May11, 2024 Order TX12556046. Incident happened on that day meaning your first delivery driver broke my house wall.
and your second delivery happened on May28, 2024 Order TX12556080 your second delivery driver took that picture. And you claimed as existing issue.

***** delivery created issue. Are you not responsible with that?

Sincerely,

*****************************
Customer Answer
Date: 08/26/2024

Complaint: 22130373

I am rejecting this response because:
Hi Rooms To Go team. *Repoening case because you unethically declined my claim. Here is what happened. I purchased furniture from you for my brand new home (build 2024 purchased April2024) you had multiple deliveries on my house. ***** was May11, 2024 Order no TX12556046. Your first delivery driver broke my master bed room house wall. and your second delivery happened on May28, 2024 Order no TX12556080 your second delivery driver took that picture. And you guys use that picture as evidence for existing issue. Why? ***** delivery created issue. Are you not responsible with that? You must liable to fix this concern.

Sincerely,

*****************************
Business Response
Date: 08/29/2024
Dear BBB,

In view of the latest rebuttal, we have shared the inquiry with our internal claims office for further review. They will contact the customer directly once they have done so.

Thank you,

********************
Presidential Assistant
Customer Answer
Date: 08/29/2024

Complaint: 22130373

I am rejecting this response because:
they will come back as decline again.

Sincerely,

*****************************
Initial Complaint
Date:08/10/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 5, 2024 I purchased a queen purple ******* Premium Firm mattress. It was delivered on July 19, 2024. The mattress I received is not the same firmness as the one in the store in ***************, *******. I went back to the store to request to exchange the mattress for either a king size or a different mattress. I was told that I can only exchange the mattress for one of same value or higher. I was also advised that the store has severed the relationship with Purple, and they do not have a king ******* Premium Firm mattress in stock. I checked their stock and showed one in stock. I was advised that a service call could be placed to have the mattress checked to see if it's the same as the one in the store, which I have not done yet. My husband picked out another mattress that he liked and was advised that due to it being half of what I paid for the purple mattress, the exchange could not be done. I offered to purchase the other mattress and other furniture to make up the cost but was advised that I can only exchange mattress for mattress. I called the corporate office and the person I spoke with did not seem to care about customer satisfaction, and not willing to make any effort to assist me. I have purchased furniture from RTG for the past 20 years and will not purchase anything else from them if a resolution cannot be made.
Business Response
Date: 08/12/2024
Dear BBB,

We are in receipt of our customers claim.

On behalf of **********************, please express our apologies to our customer for any inconvenience or misunderstanding they may have had regarding their purchase.

Rooms To Go offers a 1-year warranty against manufacturers defects. The manufacturer offers a longer limited warranty we will honor. As stated under the terms of the contract the customer agreed to, the mattress is subject to the 90-day sleep trial. The guidelines for both are referenced on said invoice.

With respect to their situation, they chose the current bedding in the home for their purchase. It was delivered to the home on 7.19.24 with no reported issues. Our customer later advised they were not happy with the mattress. Records reflect they were authorized a courtesy reselection for preference issues prior to the sleep-trial requirements. Reselections are only for equal value and if greater, consumers are responsible for the difference in price plus reselection fees as outlined on said contract for the reselection option. They were given 30days in which to finalize the transaction if they wished to accept the offer. Furthermore, the mattress on the order is discontinued by the vendor but the brand is still available for purchase.

The customer may keep their current selection or reselect under the guidelines specified.

Thank you for your understanding.

Sincerely,

********************
Presidential Assistant
Customer Answer
Date: 08/14/2024

Complaint: 22122592

I am rejecting this response because: I did go back to the store on July 27, 2024, to advise the salesperson that the mattress I received is not the same firmness as the one on the showroom floor in the store. My husband went to the store on July 24th to check the firmness of the mattress on display and it is not the same firmness. When you sit on the one in the stores, you do not sink down in the mattress; but the one I have, when you sit on it, you sink down about 4 to 5 inches. I was again offered to exchange the mattress but was advised that RTG is no longer partnered with Purple, and they do not have a mattress from Purple that I want. My husband found a mattress he likes and want to exchange it for the one he found, but the price is half of what I paid for the Purple mattress. I can't believe that none of the other RTG stores in ******* has a king size Restore Premier Firm mattress that can be exchanged. I also have a person coming to my house on August 23, 2024, to review the mattress I received.

Sincerely,

*******************************
Business Response
Date: 08/16/2024
Dear BBB,

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

Thank you for your understanding.

Sincerely,

********************
Presidential Assistant
Initial Complaint
Date:08/09/2024
Type:Customer Service 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.
date of purchase 1/21/24 and delivered 1/25/24 The leather peeled, phone chargers don't work, the motors are gone in the recliners. I've filed a claim 4 going on 5 months. Rooms 2 go have sent out 4 techs who just ordered parts. The wrong parts have been sent out 4 times. We purchased a 3 yr. protection plan. This was my 2nd sofa because I had issues with the 1st sofa, and they replaced it and I ended up spending a $1000 more. I am tired of going back and forth with Rooms 2 Go and Guardian. I just spoke with Guardian this am and once again I am waiting on a response from Rooms 2 Go about a replacement.
Business Response
Date: 08/12/2024
Dear BBB,

Our office is in receipt of our customers complaint.

********************** offers a 1-year warranty for manufacturers defects at the originating delivery location as stated on the terms located on their purchase receipt. This expired as of 1.25.24. Our customer purchased the extended service plan powered by Guardian. Their guidelines are clearly outlined under their website also referenced on the stated invoice.

With respect to their situation, we have reviewed their account in its entirety. The furniture is under the purview of ***************** contract which offers repair or replacement. The technicians findings have been reviewed by said party. Because the issues are repairable, that is the decision that Guardian has rendered. In regards to their leather claim, we regret it is not a vender related defect and is not covered by the 1-year warranty nor by ***************** contract. Nonetheless, our records show the customer was given instructions on ******* on how to have the matter reviewed by our aging claims office. That office shows no record of communication to date.

At this time, we will need pictures of the sofa for further review. Please have them send you clear images in PDF format of the overall view of the piece that shows top to bottom and left to right not just close up views.

Thank you for your time.

Sincerely,

********************
Presidential Assistant
Initial Complaint
Date:08/08/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 08/03/2024, we paid $86.59 for a product from ROOMS TO GO - AUSTIN ****** #****, ********************************************, **************), after the salesperson, ***************************************** (******), misled us to believe it was a hardwood sheet; however, upon delivery on 08/08/2024, it turned out to be a soft board with multiple sections, which was not what we expected, and the store does not allow returns; despite contacting them regarding this misleading information, the business has not attempted to resolve the problem.
Business Response
Date: 08/09/2024
Dear BBB,

This is in response to our customers claim.

On behalf of **********************, please express our apologies to our customer for any inconvenience or misunderstanding they may have had.

Bunkie board descriptions are generally available in our showrooms as well as store associates are happy to answer any specific questions our customers may have. Customers are also able to pull up bunkie board information online.

Our return/ cancelation policy is printed on the terms of sale located on the purchase invoice. Customers have up to ******* from date of purchase to cancel the order with no penalty. The product the customer chose was delivered to the home in good condition. Preference is not covered under the terms of sale which is why their request to return was denied. However, as a gesture of good will, we will have the store generate a return for the bunkie board for a refund back to the forms of payment used ***** and merchandise credit). Once created, someone from the office will call them to schedule said pick up.

Please allow up to 21 business days to process from date of pick up and 1-2 billing cycles to show on their statement for the **** portion.

We trust this complaint has been settled.

Thank you,

********************
Presidential Assistant
Customer Answer
Date: 08/09/2024

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:08/07/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a sofa in Rooms to go in Grapevine last November and to be on the safe side I purchased it with extended guarantee. After 8 months of use, the material of the sofa is fluffy and looks ugly. Rooms to go customer care says the guarantee does not cover it. I paid more than $4000 and now have a sofa which looks horrible because of the poor quality carpet.
Business Response
Date: 08/08/2024
Dear BBB,

We are in receipt of our customers claim.

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

Rooms To Go offers a 1-year warranty for manufacturers defects and workmanship. They purchased an extended service plan powered by Fortegra. Said plan does not go into effect until after the 1-year warranty expires.

With respect to their situation, service would not be approved if the issues are not vender related. Our records reflect the customer reported the living room ******************** is pilling. This is considered consequential damage and not vendor related. For this reason, service was denied. However, they may send you clear and complete pictures of the living room set. We will need overall front, back and lateral views showing top to bottom left to right not just close *** all in PDF format. Our office would be happy to review the matter further.

Although we value our customers business and sympathize with their concerns, please understand we are abiding by the guidelines within our contract and would not be able to comply with their request to refund.

Sincerely,

********************
Presidential Assistant
Initial Complaint
Date:08/07/2024
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.
On August 4, 2024, I placed online order to ROOMSTOGO. I instantly received a message that the order was not processed and it needed to be verified. I immediately called the store and spoke with my **** ******* who informed me that everything was okay. On Aug 5, 2024 I received a call from ******* informing me that the order in fact needed to be verified so I went into the store and was told that since their verify department was closed, they could not assist me. I called the verification number on 8/6/2024 and was told that my order was released without in fact verifying my identity, With all of this being said, I no longer trusted the company being I was to verify the purchase but the approved without the final verification. I called to cancel the order THAT HAS NOT been delivered and the store *** told me that I would be charged a 20% fee for cancelling in which my sales *** did not mention. I do NOT agree with such fee as they failed to verify who I was and the order has not been delivered. Please assist. My order number is ********
Business Response
Date: 08/08/2024
Dear BBB,

We are in receipt of this claim.

On behalf of our company, please express our apologies for any inconvenience our customer may have experienced.

With respect to their situation, our records reflect they placed their order through our ecommerce platform. Like most retailers, Riskified is the verification system we use in order to protect our consumers and our business from any fraudulent activities. Verification shows it was pending when customer was notified and went to the store. Riskified then cleared the payment to process the order. In the interim, the customer called stating they wished to cancel the order. Our cancelation policy is printed on the terms of sale located on their purchase contract. Since it was past 48-hours from date of purchase, customer would be refunded 80% of the amount paid.

However, we have been made aware the store has spoken to the customer and authorized a full refund in the interest of customer care. This is being processed.

We trust this claim is settled.

Sincerely,

********************
Presidential Assistant
Initial Complaint
Date:08/07/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Bought a mattress from rooms to go to be delivered to new address. Sale was made on the guarantee of delivery being for Tuesday, July 23rd between 11-3. Delivery was delayed, customer service was extremely rude when asking for clarification as well as informing them the sale was contingent on the delivery window. Was told, *****, thats just not how it works though!!Item arrived two hours late and was damaged. Damage was not discovered until after delivery. Rooms to go was contacted and issued an exchange to over a month from now. I told them that was not going to be acceptable, and also told them that a weekend delivery would be required due to my work schedule, as I would be unable to accept a weekday delivery. I was told they only deliver on Tuesdays, and they would not be budging from that window. Im now stuck with a damaged mattress that is damaged in a way that voids the warranty and I dont know what to do.
Business Response
Date: 08/07/2024
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.

Due to heavy volume, all deliveries and in home services are routed by zip codes in order to reach all scheduled customers. Because this is done automatically via electronic routing, we have no control over the timeframe. Delivery or service is an all-day appointment from 7am-10pm. An estimated four-hour window is provided to customers when applicable; however,customers are given a live tracker link in order to check for status and delivery updates.

Unfortunately, due to unforeseen circumstances out of their control, there may be times the driver may not arrive within the given four-hour timeframe. We regret this is what transpired with their delivery. Their delivery was completed on the scheduled date. Our records reflect an exchange was generated as soon as the customer called in regarding the marks on their mattress. The customer was offered delivery on ******* as the soonest delivery but the customer declined needing a Saturday schedule. The original order was delivered on 7.23.24 due to our delivery service only going out on Tuesdays. In view of this, the customer selected ******* as their exchange date.

We trust this claim has been answered.

Sincerely,

********************
Presidential Assistant
Initial Complaint
Date:08/07/2024
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 this couch on July 5th, 2024 from the *******, ** location. It was in stock and ready to be delivered when I purchased it. I requested it be delivered August 8th. The couch was reserved and set to be delivered on that date. On August 6th I received a text that my delivery had been cancelled due to weather by rooms to go. I called to reschedule the delivery as requested in the message and I am told that since the delivery was cancelled my couch was released to another customer and now the couch was back ordered until end of September. This is unacceptable, especially considering Im not the one who initiated a delivery cancellation. I called to reschedule the delivery within 10 minutes of receiving the message and my couch was given away. The only resolution I will accept is a delivered couch by next Thursday August 15th and a refund of my delivery charges.
Business Response
Date: 08/07/2024
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 regarding their purchase.

Due to circumstances out of our control, deliveries in or around our customers area were stopped for rescheduling because of the hurricane.Customers were advised to call back and do so.

With respect to their situation, the living room set is on backorder from the manufacturer. Please understand like most retailers, product is subject to availability. Furniture is not held for each order given the heavy volume and lack of warehouse space. As stated in the purchase contract,we hold title of all furniture until it is delivered. Our records currently show the product was released and our customers order was rescheduled for delivery on 8.15.24.

Unless the customer would like to opt out of the optional delivery service and pick up the furniture themselves, we would not be able to refund their delivery charges.

Thank you for your time.

Sincerely,

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

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,

****** Green
Initial Complaint
Date:08/06/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My son has been trying for the past year+ to get someone to exchange the sofa bed he purchased last year to no avail. I was out of town when the delivery arrived. When I got home three months later, I told my son that because of the metal brace fusing my lower back, this sofa bed is too hard to sit or sleep on. My son has asked several salesmen in various stores of how we can exchange the sofa bed. They have all stated that it is impossible. Since the sofa bed has been in our living room for the past year without being used, I decided to take a shot and appeal to the "inspired confidence, trust and loyalty with our customers" that ********************** states in their website. I know a lot of time has lapsed since the purchase of the sofa, but I really would appreciate it if we could exchange the it.Thank you for your time.
Business Response
Date: 08/07/2024
Dear BBB,

This is in response to this complaint.

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

Please understand, we do not offer a trial comfort on any of the furniture we carry. Customers have ******** from date of purchase to change or cancel their order. Once the product is delivered to the home, the product is subject to the 1-year warranty as stated on the terms of sale located on their purchase receipt. Said warranty only covers manufacturer related defects at the originating delivery location. Theirs expired as of 5.9.24.Regrettably, we show no records of any communication regarding any issues until now.

Although we value their business and sympathize with their concerns, please understand we are abiding by the guidelines within our contract. In view of the above stated, we would be unable to comply with their request.

Thank you for your understanding.

Sincerely,

********************
Presidential Assistant
Initial Complaint
Date:08/06/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In May of 2021, I spent over $10,000 at Rooms To Go, including a couch, loveseat, kitchen table/chairs, and two bedroom sets. When we were at the store to buy the furniture, the salesperson blatantly lied to us about what would be covered if we purchased the extended warranty, including damage caused by pets. We asked her very specific questions regarding types of damage, and were told that all of it would be covered. I dont recall the exact amount, but we ended up spending over $500 for the three-year warranties on multiple pieces of furniture. Over time, several pieces of furniture were damaged or had mechanical issues. In April of 2024, I called to place multiple claims, and I was told that much of it was not covered by the warranty, even though I was directly and specifically told otherwise at the time of purchase. I ended up going to the store where I bought everything, and I spoke to the store manager. He discounted everything that I had to say, and basically told me that I was a liar, and that it was not even possible that the sales person couldve said anything like that. I could not have imagined the level of disrespect that I received. For the claims that the company said should be covered, they sent a technician out to inspect. After looking at all the items, he made one superficial repair to the table regarding the discoloration. He said he was going to order parts for the other repairs that were covered, and the parts would be sent to my home. More lies. Only one part arrived and I was told that all the other claims had been denied, even though the technician said to my face that they would be covered. *** spent so much time and energy on this, and feel I was ripped off and should be refunded the cost of the purchased warranties. My girlfriend had a similar experience about deceptive practices regarding the warranty at a different store location, so this is a common practice by them- though they ended refunding some of her money. Please help me.
Business Response
Date: 08/07/2024
Dear BBB,

We are in receipt of our customers claim.

Please express our apologies to our customer for any lack of professionalism they may have experienced. As we are concerned by the allegations mentioned, we will be reviewing further with the stores management team in order to investigate and address any issues as deemed necessary.

Rooms To Go offers a 1-year warranty for manufacturers defects as stated on the terms located on their purchase receipt. Theirs expired as of 2022. Our customer purchased the extended service contract powered by Fortegra. Their guidelines of what is and is not covered are clearly outlined on the paperwork provided at the point of sale as well as under the website referenced on said invoice.

With respect to their situation, we have reviewed their account, technicians findings and pictures taken at time of service. Please note our technicians are there solely to evaluate and repair if possible. However,decisions on any course of action are determined by our service office or by the extended service company (such in this case). Unfortunately, the issues with the majority of the furniture were not vendor related. For this reason,******** denied the claim. The issue with the loveseat motor was covered and Fortegra authorized the part order and installation. We show service is set for 8.09.24 to install.

Regrettably, we would be unable to offer any other course of action. The customer is welcome to contact ******** directly should they wish to discuss the denial.

Thank you for your understanding.

Sincerely,

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

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Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

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