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

  
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  Rooms To Go

  1821 W Brandon Blvd Brandon, FL 33511-4811

  
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  Rooms To Go

  3520 Tamiami Trl N Naples, FL 34103-3703

  
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  Rooms To Go

  8620 Jw Clay Blvd Charlotte, NC 28262-8418

  
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  Rooms to Go

  601 Market CT Myrtle Beach, SC 29577-9643

  

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:08/03/2024

  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

• Initial Complaint

  Date:08/03/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was charged a pick up fee of $100.00 for a mattress that was only a year old bought from them so the new one could replace the old one. I bought a warranty cover for that mattress and it had a defect for no reason of my own. I really thought once the old mattress was return Rooms To Go would refund the $100.00 but it wasn't. I really don't think this is fair to the customer for them to charge a fee of this amount for something they had no chose in paying.

  

  Business Response

  Date: 08/05/2024

  Dear BBB,
  
  We are in receipt of this complaint.
  
  In regards to our customers situation, we have reviewed their account in its entirety.
  
  Please note that we offer a 1-year warranty against manufacturers defects and workmanship. This expired as of 11.08.23. Bedding has a longer warranty period offered by the vendor we honor. Our records reflect the customer did not report any issues with the initial mattress until 11.17.23. Service technician went to the home to evaluate the mattress and they were authorized the option to reselect. However, neither warranty covers transportation or removal costs of the product. As stated on the terms of sale, the customer was responsible for the reselection charge when they reselected to the new mattress on 12.2.23.Our records further show the new mattress was delivered on 12.08.23 with no issues reported to date.
  
  Although we value their business, we apologize for being unable to acknowledge their claim due to the reasons explained above.
  
  Thank you for your understanding.
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 08/05/2024

   
  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. I have closed my account with them and will never do business again with them. They should have given me the ****** refund and it took a year to figure out that I needed to get another mattress. I was told to buy a cover to keep the warranty on that mattress. They are misleading but I was told BBB would and could not do anything.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/02/2024

  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 mattress and frame on 6/27/2024 for$9,402. They were not able to give me a receipt nor invoice at the time because of computer problems. The mattress is not comfortable and my wife and I wake up with sore back and leg pain. We complained and we can switch the mattress out but the new mattress is approx. 1600 less than the old mattress which RTG refused to give a refund and we must take the loss which is unacceptable. The refund policy was on the receipt which I did not receive until the next week after having to call them to have it e-mailed to me. If I would have known this policy, I would not have purchased the mattress and base from them.

  

  Business Response

  Date: 08/05/2024

  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. In order to finalize the sale, consumers sign stating they have read and agreed to the guidelines of the condition of sale including the above-mentioned sleep trial program.
  
  With respect to their situation, they chose the current bedding in the home for their purchase. Please understand comfort is not vendor related it is considered a preference matter. Therefore, they were advised they may reselect after 30-days in accordance with the sleep trial terms. Like for most retailers, reselections are for equal value paid. If greater, customers are responsible for the difference in price plus associated fees.
  
  Although we value their business, we would be unable to comply with their request as notated on this claim.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22084785
  
  I am rejecting this response because:

  We are not satisfied with the response.  

  We would have been out approximately $1,700.  If we had known this policy, we would not have purchased the mattress from them since it was the priciest mattress in the store, per ****, an assistant manager.  The day I bought the mattress, they were having computer problems and could not print out a receipt which had those conditions.  I have attached a copy of the so-called agreement they claim I signed.  You will note that it is not signed.  The agreement I signed was for financing.  I was supposed to receive a copy after I left the store.  I did not receive the e-mail and had to call the store several days later to have them send it to me.  When I explained that to ****, he told me that I should have looked up the terms and conditions on their website before purchasing the mattress which is totally ridiculous.  

  
  

  They tell us that reselections if greater, customers are responsible for the difference in price plus associated fees, but we were not told by the salesperson or in writing before I paid for the mattress that there would be no refund if a lesser price mattress if found.

  
  

  Also, after sleeping on this mattress, my wife had to be brought to the emergency room at ******* in ****** because her knee has been swelling after sleeping on this mattress and was not able to walk. The ER doctor we spoke with asked how this happened, when we explained the new mattress was a Tempur-Pedic, we were told she was not the first that complained about pain after sleeping on this mattress brand.  She is now sleeping in another room on another mattress and hopefully the knee gets better.

  
  

  It would be a help to all concerned if Rooms To Go would honor our request for a new mattress and a refund of the monies we would lose under their conditions.

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

  

  Business Response

  Date: 08/19/2024

  Dear BBB,
  
  Our office understands our customers views. However,customers have to check **** and then sign where is states that they have read the terms of the sale. Even if the showroom was having printer issues, customers are able to read them right on the tablet or at the kiosk prior to completing the sale. Reselections are for equal value of the purchase price paid at the point of sale. We advise customers that they are responsible for the difference if they opt to choose greater priced items as we would not cover the difference. Unfortunately, our position as outlined previously remains unchanged.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  Date:08/02/2024

  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.

  The delivery drivers were fantastic! The ************** store was awful and rude and very belittling! I believe his name was ***** or ****. Completely rude and very belittling to . He was arguing with back and forth and said I didnt know what I was talking about. I have never been so disrespected in my life. I would like a call from a manager! Immediately! The way I was treated was horrible. I will never be shopping or recommending this store to anyone

  

  Business Response

  Date: 08/05/2024

  Dear BBB,
  
  We are in receipt of this complaint.
  
  On behalf of Rooms To Go, please express our apologies to our customer for any misunderstandings or lack of professionalism they may have experienced.
  
  As our office is concerned by the allegations expressed, we will be reviewing a copy with the stores management team to further investigate the allegations and address any issues should it be deemed necessary. A member of their management team will reach out to the customer directly.
  
  Thank you for bringing this matter to our attention.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  Date:08/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to the store to purchase 2 mattresses. The sales person told me that the delivery would be free unless I wanted to have the old mattress removed. I said yes please charge me the $89.98 for delivery so that I can have my mattress removed. Once they came they refused to take my mattress because it was soiled. The salesperson NEVER mentioned the mattress could not be soiled. When I called the store he apologized for not giving me the information, offered a $20 refund (not acceptable) and then handed me over to his manager who was not very helpful. Refused to speak to his salesperson and said this was a he said she said when the salesperson was right there and had admitted to me he made a mistake. Now I am stuck with a mattress and I need to pay to remove it. This is not acceptable, they are lying to their customers to make the sale and then don't follow through. All I am asking is what is fair. Refund my $89 so that I can use that to dispose of the mattress you told me you would take. This is a huge company you can't tell me that to keep a customer happy and returning they cannot refund something that they made a mistake on.

  

  Business Response

  Date: 08/02/2024

  Dear BBB,
  
  This is in response to this complaint.
  
  Please express our apologies, to our customer for misunderstanding or inconvenience they may have experienced.
  
  As we are concerned by the allegations expressed, we will be reviewing with the stores management team to investigate and address any issues internally as deemed necessary.
  
  Like most retailers, Rooms To Go offers an optional delivery service for a fee that includes set up if applicable. Regrettably, we do not have nor offer a hauling or moving service. If time permits, the delivery companys driver will move the customers old product to a different room on the same floor or to the curb as a courtesy. If requested they may take old bedding with them on the scheduled delivery date as long as it is in sanitary conditions. This too is done if there is room in their truck and as a gesture of good will.
  
  Our records shows no mention on the customers invoice possible bedding removal was requested. However, in the interest of settling this claim,our office will process a partial refund of $40 off their delivery charge as an accommodation in lieu of the offer the store presented. The merchandise they selected was delivered to the home as scheduled. Please allow up to 21 business days to process back to the credit card used at the point of sale and 1-2 billing cycles to show on their bank statement. We would not be able to refund the delivery charge in full due to the reasons explained above.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 08/05/2024

   
  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.
  

  They absolutely need to review the information that the sales team is giving the clients.  In addition, their manager was extremely rude and would not even attempt to ask his salesperson (*****************) what happened. He admitted his mistake to me and I asked him to please ask ****.  Thank you for intervening.  

  
  Sincerely,
  
  Rolendys Ravi

• Initial Complaint

  Date:08/02/2024

  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 full bedroom set from Rooms2Go Outlet in located at ******************************************* on 07/05/2024 - Expected delivery was supposed to be on 07/17/2024.- The Delivery was on time but the dresser came totally broken not even a single piece was good. bed headboard was an open box totally broken as well, Night stand drawer was broken, Chest drawer was broken.- The business tried to replace the damaged parts and every single time the items come again broken and I called several times to complain about it and that they need to check on the items before making a delivery but still 3 times they try to deliver it and it comes broken.- I've been putting all my clothes on the floor and sleeping me and my wife on the mattress on the floor as well because of this and this is totally not acceptable. I didn't pay money to have this nightmare.- Till now i don't have my full bedroom set and i keep taking excuses from work to be at home for the delivery which is also started to cause me some problems at work.-I need a full compensation for all what is happening.Regarding the pictures, rooms to go delivery people submitted all the broken pieces to rooms to go portal and they are aware of everything.

  

  Business Response

  Date: 08/08/2024

  Dear BBB,
  
  This is in response to our customers claim.
  
  Please express our apologies to our customer for any inconvenience experienced.
  
  Currently, we have been made aware that our online complaint office has been in communication with the customer directly to address their concerns. A new exchange has been arranged as well as a service for the bed for 8.14.24. They will follow up with the customer once delivery is completed.
  
  Thank you,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22082197
  
  I am rejecting this response because: This is what i keep getting back from Rooms to go and they keep sending damaged product like this drawer that i've just received 2 days ago. this is the third time i get it broken. I wont close this case till I get the bedroom set full without any broken piece and I want at least a $500 compensation for everything they have done so far.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 08/12/2024

  Dear BBB,
  
  Our office understands our customers views and feedback. Their account has been notated accordingly.
  
  Respectfully,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22082197
  
  I am rejecting this response because: I want a clear response of what action RTG are going to take for compensation.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 08/22/2024

  We have reviewed the account. Our records reflect they were offered a refund in the amount of $125 once their exchange was delivered with no further issues. The offer was accepted. We see an exchange was scheduled for 8.21.24. However, no funds can be moved until the chargeback dispute the customer filed is resolved. The refund will process as soon as the dispute is closed.

• Initial Complaint

  Date:08/01/2024

  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.

  A RECLINNING SOFA WAS BOUGHT FOR ME FOR MY BIRTHDAY BY MY MOTHER.SHE ALSO PURCHASED THE 3 YEAR WARRENTY PROTECTION . SINCE THEN THE SPRINGS HAVE BOKEN AND ARE STICKING UP THROUGH THE COACH.ALSO, THE WOOD HAS BROKEN. IT NEEDS TO BE REPLACED,HOWEVER, ROOMS TO GO IS TRYING TO LET THE WARRENTY RUN OUT.$3.000.00

  

  Business Response

  Date: 08/02/2024

  Dear BBB,
  
  Our office is in receipt of this complaint.
  
  Rooms To Go offers a 1-year warranty for manufacturers defects as stated on the terms located on their purchase receipt. This expired as of 8.25.22. The optional extended service plan powered by Fortegra was purchased by the customer and is set to expire on *******.
  
  With respect to their situation, we have reviewed their account in its entirety. Since delivery, there is no record of any verbal or written communication regarding any issues with the furniture until 7.08.24. The customer was directed to Fortegra for service approval. Fortegra approved service and it was scheduled for a technician visit on 8.01.24. We have been made aware our service department attempted communication multiple times to no avail; therefore, service did not transpire.
  
  The sofa will have to be evaluated in the home before Fortegra will render a decision under the terms of the contract. The customer is welcomed to contact our customer care department to reschedule their appointment at their earliest convenience. We apologize; however, no course of action will be determined until a technician has evaluated the piece.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22079285
  
  I am rejecting this response because:

  MY RECLINNING **** IS NOT SAFE FOR ME TO SIT ON. I HAVE BLOOD CLOTS AND PUNCTURE WOUNDS FROM TRYING TO SIT ON IT.AFTER TALKING AND TEXTING ROOMS TO GO ON THE PHONE, I DO NOT FEEL COMFORTABLE ABOUT THEM COMMING TO MY HOME. THEY JUST DO NOT WANT TO HONOR THE 3 YEAR WARRENTY PLAN . FURTHERMORE,THEY LIED ABOUT WHEN I TEXTED AND CALLED THEM. I HAVE THAT INFORMATION ON MY PHONE. I NEED TO HAVE MY REFUND SENT TO  ***********************. SINCE SHE IS THE ONE THAT PURCHASED THE RECLINNING **** FOR ME.THE PROOF IS ON HER CREDIT CARD THAT SHE PURCHASED THE 3 YEAR WARRENTY PLAN. THE AMOUNT OF THE **** WAS OVER $1000.00 PLUS THE EXTENDED WARRENTY PLAN. I HAVE SUFFERED BLOT CLOTS AND PUNCTURE WOUNDS AND SEVERE PAIN FRON THE **** CUTING OFF MY CIRCULATION. ************************ HAD BOUGHT THIS **** FOR ********************** ************. FURTHERMORE, I HAVE SUFFER BLOOD CLOTS FROM THE SPRINGS STICKING UP THROUGH THE ****. ********************** ************.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/09/2024

  Dear BBB,
  
  We are in receipt of the customers rebuttal.
  
  Our office apologizes once more for any frustration experienced. However, as explained there are no records of the customer reporting any issues until *******. The ******************** has been in the home for almost 3years.Rooms To Go offers a 1year warranty for vendor related defects. The extended service plan also covers manufacturer related defects for repair or replacement until it expires on 8.29.24. In order to determine if a course of action may be provided, service will need to go evaluate given how long the furniture has been in the home. In view of this, our position as outlined previously remains unchanged.
  
  With respect to their claim of injury, our claims office will need to investigate further. We attempted to reach out to the customer via phone to acquire the details for the needed report with no success. The #************ states it is a non-working # and ************ has a full mailbox.The customer will need to provide the following information: description of what took place, date injury occurred, injury details, medical treatment sought, treatment center information.
  
  Thank you for your time.
  
  Respectfully,
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  Date:07/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought what I was told were leather sofa and love seat and they are now peeling in multiple places. I contacted the company they told me they cant help me because the warranty expired. I paid $3000 for this to not be leather and now they wont do anything to help me. The couch and loveseat were purchased 5/25/2019. Thats a lot of $ for my couches to be peeling. Their response is unacceptable to me they need to make this right since I was mislead and told these couches were leather.

  

  Business Response

  Date: 08/01/2024

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Like most retailers, Rooms To Go offers a one-year warranty for manufacturers defects and workmanship at the originating delivery location as stated on the Terms and Conditions of Sale located on the purchase receipt provided at the point of sale. Unfortunately, the warranty for this order expired as of 5.25.20. They also purchased the extended service plan powered by Fortegra. This expired as of 5.29.22. Since delivery, we show no records of any verbal or written communication in reference to any issues with the furniture until now.
  
  Please note that the living room furniture our customer purchased is a fabric set. Product information is displayed on placards in our showrooms as well as online for customers to review at their convenience. This set was never advertised as being anything other than fabric.
  
  Although we value their business and sympathize with their concerns, we are abiding by the guidelines within our contract. We apologize for being unable to pursue any action due to the reasons explained above.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  Date:07/31/2024

  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 am writing to express my dissatisfaction with the service I have received regarding my recent order and its cancellation.In March, I purchased several products scheduled for delivery by May. During the financing process, I specifically inquired with the sales representative about the possibility of canceling the order before delivery. The representative assured me that cancellation was possible.In July, I received a notification that my products were ready for delivery. Subsequently, I contacted the store to cancel the order. Despite this, my Synchrony statement still reflected the balance for the undelivered products. Assuming this was a glitch, I visited the store to resolve the issue. However, to my surprise, I was informed that 20% of the product value would be retained due to the cancellation not being within 48 hours of the purchase.When I spoke to the store manager about this issue, he was extremely rude and directed me to the back of the sales receipt, citing a policy I was unaware of. The receipt stated that the 20% retention would be kept as store credit. Moreover, even the sales representative admitted to being unaware of this policy until a few days after starting their job.I am deeply disappointed with how this matter has been handled and feel misled about the cancellation policy. I request a full refund for the products as I was assured by the sales representative that cancellation was possible before delivery. Retaining 20% of the product value is unjust, given that this policy was not communicated clearly at the time of purchase.I expect a prompt resolution to this matter and a refund of the full amount charged to my Synchrony account.

  

  Business Response

  Date: 08/01/2024

  Dear BBB,
  
  This is in response to our customers claim.
  
  Please express our apologies to our customer for any misunderstandings experienced regarding their purchase.
  
  Our cancelation policy is clearly printed on the terms of sale located on the customers purchase receipt. At time of purchase, consumers fully execute the paperwork electronically stating they have read and agreed to the terms of the sale. A full refund is possible within 48hours from date of purchase. 80% would be refund after that timeframe before delivery.
  
  With respect to this complaint, we have reviewed the account in its entirety. The customer has not been billed for the pending order for the dresser and mirror as the finance company is not charged until delivery takes place. The only charge processed at the point of sale was the credit card payment they used. Furthermore, 20% of the order is over $200. The only amount placed as merchandise credit was the amount of $91.57 from the credit card upon canceling that order.
  
  At this time, we have been made aware that our online complaint office has been in contact with the customer to address their concerns. As a gesture of good will, they reviewed with the stores management team. The store has authorized reversing the credit and their credit card refund will be processed. They will need to allow up to 21 business days to do so and 1-2 billing cycles to show on their credit card statement.
  
  We trust this claim is settled.
  
  Thank you,
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  Date:07/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a bedroom set from Rooms To GO store in ******, ** back in November 2023. Their delivery crew broke the dresser while trying to lift it. He and I called the Service phone number to report it and they schedule a new delivery to replace it. 3 or 4 replacement which included a night table and headboard due to visible defects (these were replaced to my satisfaction after 2 poor and unsuccessful service calls), a Customer Resolution representative managed to have a crew inspect a new dresser before leaving the warehouse and I was okay with the replacements. About 2 months ago, two white marks appeared on one side of the dresser's top. I called Rooms to Go once again, and once again they sent the same service person who did a horrible job which does not blend at all and show as very dark marks. I do want to make clear the main issues are not with the salesperson or the store but the main ********************** with phone number ************. The stores sell and then hand over delivery and customer issues to them, so it is out of their hands. The Manager at the store did tell me they have inventory to replace the dresser. After countless calls, the department told me a few days ago that they will not do any more replacements when it was the quality of the furniture they delivered, and only offered a $96 credit on an almost $5,000 bedroom set.

  

  Business Response

  Date: 08/02/2024

  Dear BBB,
  
  We are in receipt of this claim.
  
  In regards to our customers situation, we have reviewed their account in its entirety. Our records reflect the last exchange was completed on 3.30.24 with no reported issues upon delivery nor shortly after.Accommodation was requested and put through to finalize. Since then, we show no further communication until 6.13.24. A service technician was sent to the home to evaluate the dresser. It was deemed the issues were not vendor related;however, as a courtesy, the technician attempted to touch it up.
  
  Please understand the 1-year warranty covers against manufacturers defects as stated on the Terms and Conditions of Sale located on their sales receipt. Our office has reviewed the pictures the customer provided our customer care department and agree with the rendered decision.
  
  Although we value their business, we apologize for being unable to comply with their request due to the reasons explained herein.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant