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

  5170 S Tamiami Trl Sarasota, FL 34231-4258

  
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  Rooms To Go

  9500 Scenic Dr Port Richey, FL 34668-4653

  
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  Rooms To Go

  1400 44th Ave W Bradenton, FL 34207-1319

  
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  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:07/31/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered some couch online on July 2nd. The couch was delivered on July 10th. and it was defective. Because we never had a chance to use it yet. We were moving house during that week. We couldn't live there when the couch was delivered. there was no food or bed. Also, We left town to visit family on the 13th and returned home on the 25th. On Friday, the 26th, my daughter and I were playing a game on the floor and that's when I discovered the defects of the couch. So after the weekend I contacted customer care and asked if I could return the couch. and she told me there's a 48-hour window. On the website, it says " You may receive a total refund of any monies for furniture only if you cancel the sale within 48 hours of the date of purchase. " It took a week for them to deliver the couch. How could I possibly know that it's defective 8 days before they even delivered the couch? I even purchased a 3 yr protection plan for the couch. I had no intention of canceling it if it's not because it's damaged. The website also says "No refunds will be made nor will the order may be canceled after the merchandise has been delivered in good condition," But the couch was NOT delivered in good condition. It's unreasonable to only give me 48 hrs of the purchase date when you don't deliver until 10 days later. and refuse a refund on a defective product you sold online. The damaged part is on the bottom of the couch, 2 feet aren't touching the floor. the bar is bent/arched. so the seat is leaning outwards from the middle seat. The drivers should have checked to see if it's in damaged before they left. Which they didn't. They didn't even put all the screws in the bed that were delivered on the same day.

  

  Business Response

  Date: 07/31/2024

  Dear BBB,
  
  This is in response to this complaint.
  
  Our companys cancelation/ return policy is available on the purchase contract the customer receives upon completion of a purchase. The terms are also available on our website which reflects both showroom and online store purchases. This was an online purchase. It clearly states that online sales may be cancelled only up until merchandise is loaded on the truck. After delivery has occurred, a return of items are permitted within 48 hours from date of delivery if merchandise is not as expected.
  
  With respect to our customers situation, we have reviewed the account in its entirety. Our records reflect the living room pieces were delivered to the home on 7.10.24; however, did not report any issues until 7.29.24. Nonetheless, the account shows they reported issues they had with the bedroom set on 7.15.24. A service technician was sent to the home to evaluate and address the issues on 7.20.24. Please note that consumers are still responsible to look over the products acquired to ensure there no issues that stem from delivery. Otherwise, the furniture is only subject to the terms of the 1-year warranty for manufacturer related issues.
  
  At this time, we have been made aware that our online store has been in communication with the customer and has authorized them a ***** reselection of the current 2 pieces in the home. Although we value their business, we apologize for being unable to comply with their request of a straight return due to the reasons explained above.
  
  If the customer wishes to cancel the extended service plan they purchased for the products, we can honor that request. Please have them advise for which exact pieces/orders.
  
  Thank you for your understanding.
  
  Respectfully,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 08/01/2024

   
  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 understand that I should have checked everything at the time of delivery. We were in the middle of moving house, boxes everywhere, I didn't lay down on the floor to check if the bottom of the couch is bent. I don't know if most people would. 

  The bedroom set you mentioned, my friend went over to get ready for the box springs delivery and saw the metal frame could easily move. She even went to ****** to look for the same screws. Later when the service guy came, he didn't want to go to the van to get the missing screws until she showed him that the other bed had the screws. The vertical metal bar could slide all the way from the left to the right side of the bed without the screws. but he said it was probably okay at first. 

  Thanks for issuing the refund for the protection plan. 

  We will pick out something else on the website to replace the couch. The customer care team rep said as long as the order total is equal or more than $1495 by Saturday. If we get a sofa and a bed, will we get the same professional delivery service like we had when we ordered the couch? 

  Thank you for your quick response. I appreciate your time and help. I apologize for the trouble.

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

• Initial Complaint

  Date:07/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a table and a sectional from Rooms to Go in *******, *******, and had them delivered to ******, *****. The delivery crew arrived very late, past 9 PM, and rushed through the setup. I noticed a few scratches on my chair, which I reported a few months later. Now, as I prepare to move, I found that the screws on my table are stripped. I had only one day to vacate my apartment and had to maneuver the table out as best as I could because of the stripped screws.When I complained to Rooms to Go, they only offered to provide new hardware for the table. I argued that they should fix the table or replace it since it's under warranty. However, they claimed the warranty was voided because I moved the table and didn't notify them about the stripped screws within 48 hours of the setup. I repeatedly explained to the customer service representative that I wouldn't have known the screws were stripped until I had to move the table.I spent $1200 on this table, and due to the poor job by their technician, I now have a table stuck on my patio because I can't get it into my new apartment. The screws are stripped, and Rooms to Go only offered to send new hardware, which doesn't resolve the issue.

  

  Business Response

  Date: 08/05/2024

  Dear BBB,
  
  We are in receipt of our customers complaint.
  
  Like many retailers, Rooms To Go offers a 1-year warranty against manufacturers defects at the originating delivery location as stated on their terms of sale located on their purchase receipt. Since delivery on 1.17.24, we show no record of any verbal or written communication regarding any issues stemming from date of delivery until 7.22.24.
  
  In regards to their situation, we have reviewed the account,the technicians findings and the pictures taken at time of service in its entirety. It was deemed the table was free from any manufacturers related defects.Please note, this service was done as a courtesy as the customer reported they moved the product to a different address and was unable to remove the hardware themselves. There is no evidence to support their claim of this issue being cause at time of delivery considering there are no reports prior to their move and given the length of time the furniture had been in the home. Furthermore,there are many scratches and nicks on the table that were caused in the home.
  
  As a gesture of good will, new hardware was ordered for the customer.However, they will have to acquire service in their local area for installation. We apologize but would be unable to present any other course of action due to the reasons explained above.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  Date:07/30/2024

  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.

  Rooms To Go Furniture Store - **************** only cares about making money & not about their customers.We purchased a King set online and wanted to go check out the display in store. I explained my husband is a medically retired firefighter, had a house fall on him etc. I also let her know we have been through several different styles of ******************* these last few years trying to find the perfect one. Seeing as we tried everything but an adjustable frame she showed us one on display & told us if we didnt end up liking it we can return within 30 days for a refund. THAT WAS A LIE!!!! I said I guess since we need a frame and can return it if we dont like it we can give it a try!!!! We had it for only a week when we decided it wasnt going to work for us & tried to start the return process. Not their problem. Told me that the manager was not willing to take the return even tho I was given false info from the sales rep & to take it up with cooperate. How can you go from not accepting a return because you cant resell a used item to taking the item back for a trade to resell the used item?I explained we already spent $3k on the bedroom set and asked if they could use as the trade. Nope. I would have to make another purchase (for more money) I even offered to pay a restocking fee for them to come get the frame as we were sold this on lies and broken promises.The GM called again a few days later acting like he cared about what happened. He belittled me like I had no idea what I was talking about. Asked what he could do to make things right. He told me to give him till Saturday to resolve the situation. He ghosted me. Funny tho, I was told that it is up to the store manager what it returned & that if he wanted to do the right thing he could he just didnt want to. Nobody could provide written rule adjustable frames specifically can not be returned for a refund. All I can find on website is online purchases and the frame was purchased in store.

  

  Business Response

  Date: 07/30/2024

  Dear BBB,
  
  We are in receipt of this claim to our office.
  
  On behalf of Rooms To Go, please express our apologies to our customer for any misunderstanding they may have had regarding their purchase.
  
  Our office has reviewed the customers account in its entirety. The adjustable base was purchased in the showroom on 6.08.24 and delivered to the customers home on ******* with no reported problems. Unfortunately,we do not know what may have been stated at the point of sale; however, the terms regarding cancelations and refunds are clearly printed on the purchase contract provided to consumers when the sale is completed.
  
  We regret we do not have a trial comfort period on adjustable bases. We offer a 1year warranty against manufacturer related defects to repair or replace at our option as stated on the terms of sale it does not cover preference issues. As a gesture of good faith, we show the customer was offered the option to reselect the adjustable base with something else equal in value that would fit their needs. If greater, they are responsible for the difference in price. Our online complaint office has also spoken to the customer at length and has addressed the customers concerns. The customer rejected the above stated offer.
  
  If the customer has any documentation given at the point of sale stating the terms of sale did not apply to their purchase, we would be happy to review. Otherwise, we apologize for being unable to comply with their request of a straight return due to the reasons explained above.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 22064525
  
  I am rejecting this response because i have been told many different responses in an efforts to get my simple request of honoring what I was told by the representative that lied to me to make the sale. I have in writing that it is up to the store manager as to what is accepted as a return I have text messages to the sales rep (whom gave me her personal cell phone number) letting her know we were unhappy & requested help from her with the return process as she is the one that told us to get is to purchase, if we were unhappy we can return it. I would have never spent the money if I could not return it. Seeing as she is guilty, upon reaching out to to the store to let them know my issue, she was told not to communicate with me & block me. That says guilty if you ask me. 
  I also wanted to note that upon paying for the frame in the store I was not given anything in writing that stated the frame could not be returned. I also didnt sign anything stating that it couldnt be returned as I would not have moved forward if I was aware. She handed me a pad to sign for the purchase & that was it. It was a white screen with a dotted line on it for my signature. She was having computer issues and was only able to print off the online order which I already had. Upon leaving a bad review online I was reached out to their social media team representative. I spoke to her on the phone twice today. The second time I heard from her, she explained that I should have been given an option to do a reflection for anything that had not already been delivered to me. At this time when I started this process the bedroom set that is close to the same amount of the frame would have qualified as it was on the same payment source and had not been yet to delivered to me. So RTG DENIED that even after I told them I was willing to pay restocking just to make it right. They instead want me to spend more money ..  It was not me who made the false promise, it was their sales rep. I can even rent a U-Haul and bring the frame to you! Its brand new, has been sitting in a spare room & I know for a fact can be sold as a in store model, they just dont want to do so. 
  

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

  

  Business Response

  Date: 08/01/2024

  Dear BBB,
  
  Once again, we apologize for any misunderstandings.
  
  Our office understands our customers views. Like for most retailers; however, purchases are not contingent on returns. All consumers execute the purchase contract at the point of sale where it states they have read and agreed to the terms made available on the tablet in the showroom or online.A copy may be provided at any time.
  
  We have reviewed the documentation the customer provided as well as the entire transcript from the customers communication with our chat team. Regrettably, there is no evidence that supports their claim authorizing a straight return of their bases. Unfortunately, our position as outlined previously remains unchanged.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  Date:07/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a 6 piece sectional couch purchased a 3 year extended warranty. After just 11 months the couch started looking old we kept using then after 13 months we saw how bad it was looking so decided to call rooms to go and set up an appointment for a technician to come to our house. He took pictures of each section made a comment that they looked bad and didnt think it would be worth re doing the whole couch. After waiting for them to contact me i called them and they said it was for one piece. I have a copy of the order and i reported all sections along with the parts number. Also one motor worked on and off. After 30 minutes on the phone they told me its not covered. Over 2k couch and it wears out in one year with mostly just my wife and i using seems its not very good quality. Read other reviews with similarly problems. The seller made it sound no matter what the couch is covered for 4 years. Technician from fortega didnt mention it was not covered at the house visit. Seems rooms to go is misleading on the warranty and selling high dollar cheap furniture

  

  Business Response

  Date: 07/29/2024

  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. Theirs expired as of 4.12.24. Our customer purchased the extended service plan powered by Fortegra. 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. Our records reflect the furniture issues were reported to Fortegra and they approved service to go to the home on 7.24.24. The findings were sent to Fortegra for review. Any course of action is determined by them not the technician or Rooms To Go after the 1-year period has ended.
  
  The customer will be contacted as soon as a decision is rendered but they are welcomed to reach out to Fortegra directly.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  Date:07/27/2024

  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.

  A service appointment was made on June 15th2024 for my sectional delivered on May 22nd, 2024. The technician determined the sectional was delivered with a missing female connector bracket. The brackets were delivered and I placed a call as instructed to set up a service appointment for installation. The soonest appointment was July 27th, 2024. 4 weeks away. I knew the incorrect brackets were delivered however I was told to wait for the service technician to state that. As suspected, all male connectors were delivered an no females. I called customer service to give them a chance to make things right with no resolve. I am asking that a new armless sleeper be expedited as I have had a patiently waited for functional sectional for 2 months. I have been more than pleasant and this is unfair to the customer to continue waiting and potentially have them deliver the incorrect part again

  

  Business Response

  Date: 07/29/2024

  Dear BBB,
  
  We are in receipt of this claim to our office.
  
  Please express our apologies to our customer, on behalf of our company, for any inconvenience they may have experienced.
  
  Our office has reviewed the customers account and technicians findings in its entirety. We regret the sectional was unable to be connected with the parts sent to the home. In order to resolve this matter, we have generated an exchange for the sleeper unit to replace the piece in the home. It is scheduled for 8.09.24. The current sleeper will be picked up when the new piece is delivered. Should this date not work for them, the customer may contact our customer care department to reschedule said appointment.
  
  We trust this will settled this claim.
  
  Thank you for bringing this matter to our attention.
  
  Sincerely,
  
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 07/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  One of the items (loveseat) was damaged when delivered. The delivery folks said to report the issue to customer service and they would swap it out. The symptom is the recliner mechanism is rubbing against the frame of the love seat. However, the cause is that the frame is bent. . A tech has been dispatched and I thought that was all that would be needed to get the replacement swap scheduled, but apparently not. It has been a few weeks since the tech was visited to see the damaged loveseat and I had no follow-up email or calls from customer service . I contacted customer service today and they are insisting on trying to repair the item rather than replace it. Since the item arrived damaged, I want it replaced with a new undamaged item, simple as that!

  

  Business Response

  Date: 07/29/2024

  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To Go, please express our apologies to our customer for any inconvenience they may have experienced.
  
  With respect to their situation, we understand a technician was sent to evaluate the console loveseat for our customer. Our records reflect it was deemed a new mechanism would remedy the issue reported. At this time, we have been made aware the customer received the part but refused to allow the repair. Please note the terms of the contract is to repair or replace at our option.
  
  In the interest of satisfying this claim, our office has generated an exchange for the loveseat. It is currently on backorder from the manufacturer; therefore, it is scheduled for delivery on 9.04.24. The piece in the home will be picked up when the new product is delivered. should this date not work for the customer, they may contact our customer care department at ************** to rescheduled.
  
  We trust this claim is settled.
  
  Thank you,
  

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

• Initial Complaint

  Date:07/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 18, 2024, Rooms To Go deliver **************************************************** to my home, and picked up the returned Serta Perfect Sleeper *********************** mattress. I am still paying on original mattress that's been returned to Rooms To Go. Balance on mattress was $981.09. I was told by three supervisors at **************, Rooms To Go needs to send credit for returned on mattress to ************** to apply to balance. The return of original mattress still relecting balance with **************. I advised only reselected mattress should be on account. This cause my balance with ************** to be extremely high. May 5, 2021, I purchased a Serta Perfect Sleeper ***********************. Nov 21, 2021, I contacted Rooms To Go manager about mattress being too firm; uncomfortable. Not the same feel as in the store. Manager ***** stated, I could reselect another mattress. Had to pay $100.00 to reselect the ************* White. Price $1699.00. April 26, 2024, I contacted the manager ****** at Rooms To Go. Explain ************* white mattress that's in the warehouse waiting for delivery, which I reselected for the Serta Perfect Sleeper ***********************; am not going to be able to get that mattress. Couldn't find the right mattress encasement that would fit king size 16.5 inch. I was looking for a such type of material. ****** stated, Rooms To Go discontinued the Bradford ** mattress. I have to reselect something else anyway. I reselected the **************************** Pillowtop. Price $1697.00. I was told it would be like a even exchange almost. Rooms To Go transfer money paid from original sale to new purchase. Balance $853.83 May 24, 2024, I spoke with Rooms To Go ******************************* I was told by ******* company sent paperwork to show credit to **************. I have spoken with ************** Corporate Office, no paperwork was received. July 8, 2024, ************** opened a dispute against Rooms To Go on my behalf. Dispute amount $1000.00. Need a resolution.

  

  Business Response

  Date: 07/29/2024

  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 experienced regarding their financing.
  
  With respect to our customers situation, we have reviewed the account and show they reselected their mattress. In this transaction,monies from the originating order transfers to the new order upon receipt. These transactions do take up to 1-2 billing cycles to reflect on the customers finance statement. This is standard business practice.
  
  Unfortunately, we do not have access to the finance companys records. In order to gather more information, please have them provide you with their last 3 finance statements showing full page front and back in PDF format so we may research the issue at hand with our accounting department.
  
  Once received, a follow up letter will be sent once matters are concluded.
  
  Thank you for your time.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 22050480
  
  I am rejecting this response because: I have received two billing statements since the reselect and return was done on the mattresses, and still no credit has been apply to my account balance. I will receive my third billing cycle for the month of August. I agree with *************** if any credit was given to ************** after the reselect and return on the merchandise, it would've already been posted to the account. The **************** at Rooms To Go said it was an exchange. If that was truly the case, then nothing should've been placed on the account. It should show a return of credit. I need this bill to be adjusted ASAP. As a customer, I should not have to go thru this. I will never ever give my business to this company again.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/02/2024

  Dear BBB,
  
  We are in receipt of the customers rebuttal.
  
  Our office understands the current billing period has not been sent to the consumer yet. They would have received statements prior to the reselection order. Please have them send the statement prior to the 2 statements they have provided.
  
  Thank you for your time.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 22050480
  
  I am rejecting this response because:

  Per our conversation on today, August 2, 2024, I have attached a copy of my Rooms To Go/Synchrony Bank August statement. This is the third billing cycle after the purchase and return was done. I previously sent the June and July statements but sending all again to include August.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 22050480
  
  I am rejecting this response because:

  Per our conversation on today, August 2, 2024, I have attached a copy of my Rooms To Go/Synchrony Bank August statement. This is the third billing cycle after the purchase and return was done. I previously sent the June and July statements but sending all again to include August.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/06/2024

  Dear BBB,
  
  Our office received the customers finance statements the customer provided and forwarded them to our accounting office for review. The inquiry was thoroughly investigated. Our customer is being billed correctly for the furniture they currently have in their home.
  
  The customer reselected the mattress from order #******** to a more expensive mattress on order #********. This was not a straight return;therefore, no monies would have been sent to the finance company when the new mattress was higher in price. The monies from the old mattress transferred to the new order. We show the balance on the new order was financed through *************** If the customer would like a more detailed and itemized breakdown of their charges, they are welcome to visit the showroom. The office manager would be happy to print off their orders and go over their figures.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22050480I am rejecting this response because:  May 18, 2024, When Room To Go picked up the original order #********, the returned, a returned credit should have been made on my account. Yes, order #******** was more expensive, but that should not cause my balance to be $2,535.79 as of Aug 6, 2024. The month of May 22, 2024, my statement balance with ************** was $1918.16. This balance includes the original sale that was done on 5/2/21, order #********. I was still making payment on that order. My billing cycle ends between the 26th or 28th of each month. Therefore, when the reselect order #******** was done on April 26, 2024, that order was not included in the May 2024 balance because of when my billing cycle ends. When I received my statement for the month of June 22, 2024, the balance was $2703.99. The reason why my balance increased extremely was due to the fact that the original sale, order#******** is still included in my account balance with **************. Along with the reselect that was made on April 26, 2024. The May 2024 statement balance was $1918.16. This includes original order #********. Then added to the account was the reselect order #******** $853.83. This makes my June 2024 statements balance $2703.99. Even with the monies that were transferred from the original sale to the reselected. Again, credit/return needs to be done to adjust my bill. There is no way I should still be paying for a return item that is still reflecting on the account. FYI, ********************** manager has already given me an itemized breakdown copy of all the charges that were done. This is the reason why I filed a complaint with ************** and the BBB. I am appalled and disappointed with the lack of transparency from Rooms To Go and the **** ***************************. Bad business practice by a company. I should have never given this company my business. Sent from my ******** 5G Device Sincerely,*************************

• Initial Complaint

  Date:07/25/2024

  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 insurance and was told by 5 different people that the insurance lasts for 4 years. When I tried to use the insurance they told me it only lasts 3 years and it had expired. I asked to show me documentation where its only three years because we I came in March to the store I was told again I had until next year when my furniture was bought in 2021.

  

  Business Response

  Date: 07/29/2024

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Like most retailers, Rooms To Go offers a 1-year warranty for manufacturers defects and workmanship at the originating delivery location as stated on the Terms and Conditions of Sale located on the purchase receipt provided at the point of sale. Unfortunately, the warranty for this order expired as of 4.27.22. Our customer did purchase the extended service contract powered by Guardian. However, this plan was for a total of 3-years as printed on the front of their purchase receipt provided at the point of sale. This expired as of 5.01.24. We regret we have never had nor offer a 4-year service plan.
  The customer would have needed to contact Guardian prior to said deadline. We have reached out to Guardian and they show no record of any communication to date.
  
  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

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 22043586
  
  I am rejecting this response because:

   I spoke to rooms to go and they told me they had the ledger from when I called before and I spoke to ***** but now it cant be found. They also told me they would send my original receipt with my signature (I have included in this email). I have also attached my license to show thats not how I sign my signature. I have provided my original receipt which does not have 3 years on it like the fraudulent document they sent me.
  
  Sincerely,
  
  **********************

  

  Business Response

  Date: 08/06/2024

  Dear BBB,
  
  Our office understands our customers views. However, the purchase the customer made was completed via Acceptance Now which is the rent to own leasing agency the customer chose to go with in order to acquire the furniture in their home. We do not know why their invoice copy does not itemize the information for the extended service plan. Nonetheless, said plan has only ever been for a total of 3-years. The customer is welcome to speak to Guardian or review the terms on their website for said information.
  
  If the customer has documentation from the point of sale stating they paid for a 4-year plan, we would be happy to review. Otherwise, our position as outlined in our previous response remains unchanged.
  
  Thank you for your understanding.
  
  Respectfully,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22043586
  
  I am rejecting this response because:
  There was never a 3 year contract until I said I wanted my services fixed now all of a sudden its 3 years. This situation has put me in emotional distress and caused me to be hospitalized twice. At this point maybe legal action should be taken because of the stress placed on my body from these couches and the service Ive received.
  Sincerely,
  
  **********************

• Initial Complaint

  Date:07/25/2024

  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 7/24/2024 my husband and I purchased a recliner from Rooms To Go in *********, **. While looking at the manual recliner we went in to purchase the salesman (****) told us the electric version was on sale. My husband tried it out and liked it. We bought the electric recliner which was marked $1388 and a 3 year warranty for $138.80 and delivery was $99.99 plus $109.81 tax for a total of $1736.60. The salesman commented more than one time on how good of a sale price the recliner was for being electric. I paid in full on a credit card and arranged for delivery on 8/01/2024. The next morning the salesman calls us and informs us that the wrong price was on the recliner and we had to pay $400 more to get the one we ordered. They did offer to pay $100 of this. I felt like we were being taken advantage of and called the manager. She (*******) was no help. I asked for a refund on my card. She said it would take 7 to 10 days. Called the corporate headquarters and they also were no help. Is it legal for a business to do this?

  

  Business Response

  Date: 07/29/2024

  Dear BBB,
  
  We would like to express our sincere apologies, for any misunderstanding our customer may have had regarding their purchase.
  
  Our office has reviewed the account with the stores management team in order to investigate the issue further. The store has the banner for the manual and the power models displayed. However, the recliner had tags of both the power and manual on the same unit. The customers order was written for the rocker recliner not the power model. Our records reflect this is the furniture they paid and signed for. They did not pay for the power piece. The salesperson contacted the customer as soon as this issue was discovered. Due to inconvenience, the showroom offered to rewrite the order for the power recliner and $100 towards the difference in price for the upgraded piece.
  
  Regrettably, the customer declined the option and requested the order be canceled. The showroom honored the request and processed the refund for them.
  
  Although we sympathize with their concerns, we would not be able to comply with their request.
  
  Thank you for your understanding.
  
  Respectfully,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 22043530
  
  I am rejecting this response because:
  This statement is not true. The manual recliner was marked $999. Therefore the price tickets were NOT switched. The salesman clearly said on more than one occasion that the electric recliner was on sale for the price of the manual recliner. We did not see any price banner. We were taking the word of the salesman. Yes. They did offer to pay $100 of the $400 but that is not the point. They made an error and they should honor that price. Yes, I asked for a refund. I was not paying extra for their error. 
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 08/02/2024

  Dear BBB,
  
  We are in receipt of this rebuttal.
  
  Once again we apologize for any misunderstandings. However, if the customer can provide a written price quote given at time of sale showing what they claim, we would be happy to review further. Otherwise, our position as outlined previously remains unchanged.
  
  Thank you for your understanding.
  
  Respectfully,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 22043530
  
  I am rejecting this response because: I have an invoice that was given to me at the time of sale. More importantly I had the word of your salesman which apparently does not mean much to your business
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/24/2024

  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.

  Beware when purchasing furniture from Rooms to go! They lie about what the extended warranty covers and when you have an issue the warranty tells you to contact Rooms to Go for them to resolve the issue. I have spoken to a manager and claimed there is nothing they can do. These people will falsify things!!! I called within the year that rooms to go warranty so each time I called they never wanted to give the extended warrant number! The moment I call outside of the warranty now their excuse is that I am no longer covered with rooms to go and they will not refund! By the way there is nothing in my extended warranty contract that says they will not clean multiple stains! Contract says they will come out at spot clean STAINS! and if they are not able to get the stains out they would send out a whole new couch! LIES LIES LIES !

  

  Business Response

  Date: 07/25/2024

  Dear BBB,
  
  We are in receipt of this claim.
  
  Rooms To Go offers a 1-year warranty for manufacturers defects at their originating delivery location as stated on the terms located on their purchase receipt. Theirs expired as of 5.20.23. Our customer purchased the extended service plan powered by Fortegra. Their guidelines of what is and is not covered are clearly outlined under the website referenced on said invoice.
  
  With respect to their situation, we have reviewed their account in its entirety. Since delivery, we show no record of any verbal or written communication regarding any issue until 7.24.24 regarding stains. Stains are not vendor related; therefore, we show the customer was provided Fortegras information and was also transferred to them. Any service approval after the 1-year warranty (for vendor related defects) or stain claims would only be authorized by Fortegra. The extended service contract states that it is for a stain caused by a single incident. Please note that service approval is for spot cleaning as we are not a cleaning company. Consumers are still responsible for the general maintenance of their furniture. If the set is not maintained, it voids the purpose of the coverage.
  
  At this time, we have been made aware the customer requested to cancel the plan. Our liaison for that office has done so and a prorated refund is processing back to their finance account used at the point of sale. All refunds take up to 21 business days to process and 1-2 billing cycles to reflect on their finance statement.
  
  We trust this claim has been answered.
  
  Thank you,
  
  
  ********************
  Presidential Assistant