Complaints

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

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  Rooms To Go

  11540 E US Highway 92 Seffner, FL 33584-7346

  
• 

  Rooms To Go

  5170 S Tamiami Trl Sarasota, FL 34231-4258

  
• 

  Rooms To Go

  9500 Scenic Dr Port Richey, FL 34668-4653

  
• 

  Rooms To Go

  1400 44th Ave W Bradenton, FL 34207-1319

  
• 

  Rooms To Go

  25550 US Highway 19 N Clearwater, FL 33763-2166

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date: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

• 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.

  Bought a table from Rooms to Go in July 2023. It was delivered and was defective. It was then replaced 3 times after calling them with complaints that the table was falling apart. At 2 of the deliveries, the delivery men saw that the replacements were defective and brought it back. Then they finally got it fixed temporarily, because it fell apart again. I went to the store and complained to one of the salesperson who showed me the same table in the showroom. I told them to get rid of it because it's defective and they are still selling it to customers. Of course nothing was done because I went there this past Sunday and it was still in the showroom. I am left with a broken table and I need my money back or another table to replace it. After all that hassle to end up with a broken piece of furniture is unethical. I deserve a refund.

  

  Business Response

  Date: 08/07/2024

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Please note Rooms To Go offers a 1-year warranty for manufacturers defects and workmanship as stated on the Terms and Conditions of Sale located on the purchase receipt provided to finalize a sale.Unfortunately, the warranty for this order expired as of 7.20.24. Since the table was replaced on 9.6.23, we show no records of any verbal or written communication in reference to any further issues with the piece until now.
  
  Although we understand their situation, 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: 08/12/2024

   
  Complaint: 22099825
  
  I am rejecting this response because: The information was provided to a Store Sales person who said that he would lodge my complaint.  I was frustrated that I did not receive a response.  Thats the reason why I decided to send An email to the BBB.  I would like to have my money back or an exchange done. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 08/14/2024

  Dear BBB,
  
  We are in receipt of the customers rebuttal.
  
  In order to render a final decision, please have them send clear pictures of the cocktail table. We will need to see all angles and overall view showing top to bottom, left to right not just close up images in PDF format. Unfortunately, we will not be able to guarantee any outcome.
  
  Thank you,
  
  
  ********************
  Presidential Assistant
  

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 22099825
  
  I am rejecting this response because:

  Attached are the pics you requested.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 08/29/2024

  Dear BBB,
  
  Our office has reviewed the account once more. Unfortunately,our position as outlined initially remains unchanged.
  
  However, as a 1time gesture of good will, we are willing to offer a reselection of the cocktail table in the home to a different cocktail table or living room piece of furniture equal in value. If greater, the customer is responsible for the difference in price plus new delivery fee. The office staff at their originating store will be able to assist with this transaction.The current piece will be picked up when the new one is delivered. This offer will be valid until 9.29.24.
  
  Although we sympathize with their concerns, we apologize for being unable to comply with your request for a straight return due to the reasons stated above. Please let us know if they wish to accept said offer.
  
  Respectfully,
  
  
  ********************
  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.

  Date - 11/28/2022 Amount: $3,399.00 Committed Guarantee for no sagging in mattress, covers ***** years of warrenty Mattress started sagging inside thus uncomfortable to sleep despite being so expensive wheras it was ensured by store.Not Resolved

  

  Business Response

  Date: 08/07/2024

  Dear BBB,
  
  This is in response to this claim.
  
  On behalf of Rooms To Go, please express our apologies to our customer for any inconvenience they may have experienced.
  
  With respect to their situation, we have reviewed their account in its entirety. Our records reflect the mattress was delivered to the home on 1.13.23. Since date of delivery, we show no verbal or written communication regarding any issues until this complaint. Please note that Rooms To Go offers a 1-year warranty against manufacturers defects as stated on the terms of sale located on their purchase receipt. Bedding manufacturers offer a longer limited warranty we will honor.
  
  We will need to evaluate the mattress in the home before any course of action may be rendered. Our office has generated a service for a technician to go and do so. The customer may contact our customer care department at ************** in order to schedule the appointment at their earlies convenience.
  
  Thank you for your time.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  Date:08/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern,Concerning events that occurred about Friday August 2nd, about 10:40 am.I tried to leave Friday morning and found a Rooms To Go truck blocking my egress. I told the gentle*** that there is not Parking. Parking is in marked spots only. He retorted by saying that he didn't see a no parking sign and I could still get out. Parking outside of marked spots is against the rules. He would not move the truck and allow me to leave. Nonetheless, there seemed to be enough room and I tried to back out my car. There was not. I pulled back in to the spot and got out of the car. I started taking pictures when the second *** came back. He inquired to the first *** why I was taking pictures. I also called the front office. It was not until I started taking pictures and making phone calls that they moved the truck. I shouldn't have had to resort to that.Denying the ability to leave is not right nor is disregarding the rules. I ask for corrective action. Change policy to not block driveways. Respect the rules in the place where you are guests.

  

  Business Response

  Date: 08/07/2024

  Dear BBB,
  
  We are in receipt of this complaint.
  
  On behalf of Rooms To Go, please express our sincere apologies for any lack of professionalism they may have experienced.
  
  Our office is concerned by the allegations expressed in this claim. We will be reviewing with the corresponding delivery company to further investigate this incident 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.
  
  Thank you for bringing this matter to our attention.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  Date:08/05/2024

  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 the ****** Heights 2 piece left XL sectional in 8/17/2023 and have requested a replacement couch via Phone and email due to squeaking and poor construction. I have not received a response or replacement to date. Any time you move on the couch it squeaks. I ordered 2 ottomans and one of them is sagging in the middle, not even a year old. We have been long time customers of ********************** and have always received good customer service however have not had any response with this situation. The first request and notification to Rooms to Go was made in Dec 2023, I called a few times since then.

  

  Business Response

  Date: 08/07/2024

  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 they may have experienced.
  
  Our office would be more than happy to research our customers situation; however, we are unable to locate an account under the information they provided your office.
  
  Please have them provide you with their order number and primary account phone number in order for us to investigate this matter further and proceed with a prompt response.
  
  Thank you,
  
  
  ********************
  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. My phone number is **********, I do not have an order number available. I have received calls at this number from RTG and they have used this number to locate my account as well. 

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

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22094132
  
  I am rejecting this response because:  My phone number is **********, I do not have an order number available. I have received calls at this number from RTG and they have used this number to locate my account as well. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/08/2024

  Dear BBB,
  
  We are in receipt of the customers response.
  
  Our office requested the confirmation to ensure we had the correct account. Please express our apologies once more; however, the order in question shows no verbal or written communication regarding any issues with the sectional ever reported since date of delivery 8.15.23 to our customer care department.
  
  Please note that we only offer a 1-year warranty for manufacturers defects as stated on the terms of sale located on their purchase invoice. With respect to their situation, noise is not a vendor related issue; however,the sectional and ottoman will need to be evaluated considering the length of time it has been in the home before a repair or replacement course of action may be rendered. We have generated a service for the 3 pieces. Our customer may contact our customer care department at ************** to schedule their appointment.
  
  Thank you for your time.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  Date:08/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought 2 sets of beds in July for my kids. I picked up the product and was never able to get to build them until yesterday. I open the box and hardware is missing and MDf is broken at least in 3 places. I called customer service and had a supervisor *********************************** "help me." Her attitude towards me was horrible and I asked to speak to a manager to get my issue resolved since she wasnt authorized. She sent me with another supervisor *************************. First thing I asked was if she was Catherines Manager and she said Im her supervisor. Which later I found out she was same position as ********* so she lied to me. I explained my situation about missing hardware and broken pieces and that I was asking for them to build the beds as a compensation. She said she would exchange and have both beds built by the delivery guy. She gave me attitude and was rude to me as well. I asked a question and she got upset that she ended yelling and hanging up on me. At 5pm ****** calls again stating she cant have the beds built and just 100 dollars compensation for the situation. I come home to build the beds and 2nd box I open the footboard is scratched, not painted well, and no manual instructions. At this point it, I called the manager at the store. ******* told me to send pictures and pretty much guaranteed me he would be able to have the delivery guy build the beds. Well, once again I was lied to and nothing can be done. Im not asking for much, just want them to build the beds because everytime I open a box something is wrong. I want them to take responsibility and take action of their horrible product and make it right to the customer. They make it seem that 100 dollars is enough to make the customer happy. 100 dollars from a 2 thousand dollar purchase? I know there are rules and procedures but theres always exceptions to the rules. I need someone to make it right.

  

  Business Response

  Date: 08/06/2024

  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To Go, please express our apologies to our customer for any lack of professionalism they may have experienced.
  
  As we are concerned by the allegations expressed in this complaint, we will be reviewing with the corresponding customer care management team to further investigate and address any issues internally should it be deemed necessary.
  
  With respect to their situation, we have reviewed the account in its entirety. Our records reflect the customer decided to pick-up their ******************** order on 7.21.24 and opted out of the optional delivery service that includes set up/assembly. An exchange was authorized in order to replace the trundle unit that was reported damaged versus sending a technician as is protocol. This was finalized on 8.03.24. Our records further show the customer later reported scratches on 2 panel footboards and an exchange was generated for 8.13.24.
  
  Please note that Rooms To Go is not responsible for the setup of the product the customer chose to pick up themselves given the heavy volume we deal with. The $100 offer was made as an accommodation in order to satisfy the matter: however, we regret we would be unable to comply with their request due to the reasons explained herein.
  
  Thank you for bringing this matter to our attention.
  
  Respectfully,
  
  
  ********************
  Presidential Assistant