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

  1821 W Brandon Blvd Brandon, FL 33511-4811

  
• 

  Rooms To Go

  3520 Tamiami Trl N Naples, FL 34103-3703

  
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  Rooms To Go

  11301 Carolina Place Pkwy Pineville, NC 28134-6323

  
• 

  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:05/20/2025

  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.

  Placed an order online on Sunday, May 19, 2025. No order number was provided as of the morning of Tuesday, May 20th, 2025. The cancellation for full refund policy states that the cancellation must be made within 48 hours of the order placed. Without an order number, the cancellation is not able to be completed online and may be difficult if not impossible to complete over the ******** seems that failing to provide an order number within the first 48 hours deliberately occurs to prevent a full refund to the customer. Financing however, was approved.

  

  Business Response

  Date: 05/22/2025

  Dear BBB,
  
  This is in response to this claim.
  
  Our records reflect a purchase receipt was provided via email once the order was placed. The order # was reflected on this confirmation. We further show the order was canceled per our customers request for a refund back to the form of payment made at the point of sale.  
  
  We trust this claim is settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:05/19/2025

  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.

  Once again, another horrible delivery from Rooms to go, as you can see this is not my first complaint but will be my last as I am done with them. On May 11, 2025 we went to **************, ** location to order a king-sized bedframe, which we did find but the salesman was trying to be sneaky. He kept asking me about getting the mattress from them to which i said no I am looking at Mattress firm as they have ones in my budget at $600 so he goes oh I got one for you then showed me a pillow top one and I said this is $600 n he goes yup then goes to write us all up. When he was giving the final breakdown the mattress was $795!!!! I said *** I told you my price range and you said it was $600 and he's like nope its $795 so I cancelled that, very shady dealings. Fast Forward to the delivery everything went fine until the end, the drivers said they were not provided the screws for the bedframe and I had to call to order them for the bed to be finished. Mind you I took the morning off from work and yet they couldn't finish the putting the bed together. So after multiple calls a manager said they would overnight the screws, which they did but it was Saturday so I couldn't even call to have someone come out. I had to call twice Monday morning to get someone to come out Tuesday to finish the bed as I will be leaving for a couple weeks. This whole experience was exhausting, and I will not be doing business with rooms to go again. When I call to speak to a manager every time the customer services **** give me pushback so it's a 5-minute argument until I finally get to a manager. They act like this is my fault that the screws were not sent. One manager's solution was for me to go buy the screws, why should I have to do that? Just a poorly run company.

  

  Business Response

  Date: 05/20/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  The account has been reviewed in its entirety. Our records reflect a resolution has been provided to the customer and their concerns are in the process of being addressed.
  
  We trust this claim is settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23348593
  
  I am rejecting this response because:  this is not my first issue or BBB complaint against rooms to go and their delivery issues. I had to take half a day off on Friday for my bed to be delivered only to be told they didnt have all the parts. Then today 5/20/2025 I had to take another half day off to wait for the technician to come complete the bed. How is any of this acceptable? I had to use time off from work and your response is that since my situation has been resolved theres no issue? What if you had to take consecutive days off work for a delivery that only needed one day? You guys give a 4 hour window so Im fine with taking my half day Friday off, but for me to use a personal day on Monday so your company could fix what they screwed up on Friday is unacceptable. And look at my past disputes your delivery team last year had the same issue.  So I would like half off my order for the inconvenience and the personal time I had to take off from work due to your companies incompetence.
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 05/27/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Expeditious actions were taken in order to resolve our customers concerns, which were addressed. We offer many delivery days in their area Tuesdays- Saturday and service is offered Mondays-Saturdays. Therefore, a less time-constrained date may have been chosen by our customer if needed. In view of this, we would be unable to present any monetary accommodation due to the reasons explained herein.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23348593
  
  I am rejecting this response because: you are not addressing the situation or just ignoring the facts, the delivery date we picked which was Friday May 16th.  The delivery drivers arrived without the screws to put together, so we had to have the screws sent to us then I HAD TO TAKE ANOTHER HALF DAY OFF WORK ON TUESDAY MAY 20th FOR A TECH TO COME FINISHED THE **** If you think this is acceptable then you business needs better leadership, as it took me multiple calls on Friday to get this done and speaking to management. How about  you listen to the calls?

  I dont understand how you dont take any responsibility for the drivers arriving Friday to fix the bed without the correct parts, then I had to take another half day off for them to come fix it. How would you feel if this happened to you? Dont tell me about how you offer days for delivery when thats not that issue. 
  

  iYou dont even have the decency to call me or admit your mistake. Pathetic response, I work for a Fortune 500 company and the type of response you gave would get me fired. You are not even focusing on what my complaint is about. 

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

• Initial Complaint

  Date:05/18/2025

  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 have very bad response from rooms to go regarding our order shipped. When we order we include shipping and set up which we told our sells *** because its big order, but its came they say its only dropped off , so try to contact our sells *** but she is not there and some so call manager ****** is so rude regarding this issue and not let us to talk our sales ***resentative and he told on phone if I dont listen and pay money he is going to hang up my phone and he did. He told us my sales ***resentative is not coming for work and he doesnt know when she come back so you need to pay. This is very disappointing that we spent 15k on one order but manager doesnt care for customers

  

  Business Response

  Date: 05/29/2025

  Dear BBB,
  
  We are in receipt of this customers claim.
  
  In regards to their situation, the account is being reviewed with the corresponding showroom management team. A follow up will be made with the customer once matter(s) are concluded.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:05/16/2025

  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 couch from Rooms To Go in ************ ** in July 2024 along with a Fortregra 3 year warranty that the salesperson said it would cover everything since I was concerned about the white fabric. My couch is turning blue in various areas of the couch. I was told the warranty does not cover discoloring issues. It is obviously a manufacturer issue. The store will do nothing because it is passed 90 days which this issue did not show up till now.I am surprised they did not put in a complaint against the manufacturer which they told me was ****** in *****. No interest that this happened to us. My neighbors were shocked that I was not offered any solution and frankly so am I.

  

  Business Response

  Date: 05/20/2025

  Dear BBB,
  
  We are 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 in July 2024. They purchased the extended service contract powered by ********. Their guidelines of what is/ is not covered is outlined on the paperwork provided at the point of sale and on their website.
  At this time, service approval is solely under ********* purview. Unfortunately, the reported issue is not a vendor related defect nor accidental damage. It is considered consequential; therefore, Fortegra would not cover. Since date of delivery in 2023, we show no issues reported of this nature until now.We regret we would be unable to present any course of action.

  Thank you,
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23338761
  
  I am rejecting this response because:the whole couch is turning.  Someone I know who owns a furniture store is coming to look at the couch. She said a $3,000 couch should not change color in less than two years. It is a fabrication issue which would be a manufacturing issue. She said they should have done something. I have a couch here that is 20 years old that looks much better than this. I guess the public should know that Rooms to Go sells substandard furniture. I will let you know the findings. A friend of mine has a recording from a sales *** from that store stating that everything is covered for 3 years but I need to find out if that would be allowed by law to use.

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

  

  Business Response

  Date: 06/02/2025

  Dear BBB,
  
  We are in receipt of the latest inquiry.
  
  Please note the terms of the 1year warranty are clearly printed on the purchase contract our customer signed and agreed to at the point of sale.The terms of the extended service contract are also outlined and provided to our consumers at that time for their review at their convenience.
  Unfortunately, our position as previously stated remained unchanged.

  Respectfully,
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:05/16/2025

  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.

  Dear Rooms To Go Customer Service,I am reaching out regarding my recent mattress purchase and the replacement process due to a defect. While I appreciate the opportunity to exchange the defective mattress, I am extremely disappointed with the unexpected charges being applied to the replacement.When I originally purchased the mattress, the adjustable bed frame was included at no additional cost. However, I have now been informed that part of my payment for the original mattress is being redirected towards the replacement, and I am being charged separately for the adjustable bed framedespite it being part of the original promotion. This adjustment is completely unfair and does not align with the terms of my initial purchase.Additionally, I have been informed that I will need to pay $99 for pickup and delivery of the new mattress, as well as purchase another mattress protector. As a loyal customer who consistently shops at ********************** for ********************, I find these additional charges unreasonable. The full amount I originally paid for the mattress should be applied toward the replacement, and I should not be required to repurchase accessories or pay excessive fees for a defective product swap.I kindly ask that this matter be reviewed immediately and that the appropriate corrections be made to ensure fair treatment of a valued customer. I would appreciate a prompt resolution and an explanation of how this situation will be rectified.

  

  Business Response

  Date: 05/19/2025

  Dear BBB,
  
  This is in response to this claim.
  
  Our office has reached out to our customer and addressed their concerns.
  
  We trust this claim is settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant
  

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23338608
  
  I am rejecting this response because:
  

  I appreciate your response regarding my claim; however, I must address a critical issue in your explanation. The invoice provided does not reflect the promotional details you outlined, nor does it indicate that the adjustable base was a free upgrade. Based on the documented transaction, the full amount I paid should be applied entirely to the reselection of my new mattress. 
  

  
  Given these discrepancies, I find your practices misleading and request that the full amount be credited towards my reselection without additional charges. I expect transparency and fairness in this matter and trust that your company will honor the accurate record of my purchase. 
  
  Please confirm how you will proceed
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 05/22/2025

  Dear BBB,
  
  This is in regard to the latest reply.
  
  Our office has reached out to our customer and has provided information addressing their concerns. We are abiding by the guidelines outlined under the terms of sale located on the invoice they provided your office. Unfortunately,we are unable to comply with their request.
  
  Respectfully,
  
  
  ******** *.
  Presidential Assistant
  

• Initial Complaint

  Date:05/14/2025

  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.

  BUYING EXTENDED WARRANTY IS A WASTE OF $! SAVE YOURSELF!!!! In February of 2023, I purchased the French Market Dining Set. I also purchased the extended warranty and have close to a year and half left on it. The warranty ended up being worthless and was a total waste. Due to recent renovations, the table was moved out of the way from the renovation area. Once renovation was done, we went to move the table back into the dining area and discovered a rubber glove had been laid on top of the table (nobody claims the glove).When we removed the glove, we discovered it had literally melted the finish from the table (in a glove shape). I was sick. I called *** who then gave me another number to call to initiate a claim. An email was received after having spoken to aclaim person instruction in me to send photos of the damaged table. I quickly replied and attached photos. The next day I was told, via email, the claim has been denied and was not covered under accidental. I was furious and still dont understand how this can be. I now have a ruined table with no accountability and time left on a useless extended warranty. Im so disappointed and will never purchase anything from *** (merchandise quality issues) again let alone a worthless extended warranty.

  

  Business Response

  Date: 05/15/2025

  Dear BBB,
  
  We are 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 in June 2024. They purchased the extended service contract powered by Fortegra.Their guidelines of what is/is not covered is outlined on the paperwork provided at the point of sale and on their website.
  Regrettably, the damage that transpired was a consequence of action caused in the home. We regret this is outside of the terms of the contract. We would be unable to comply with their request. The customer will need to speak to ******** should they wish to discuss their claim denial.

  Thank you,
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:05/13/2025

  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.

  Complaint Against: Rooms To Go Order Number: ******** Customer Name: ******** ***** Phone: ************ Email: ******************* Complaint Summary:I have been a loyal Rooms To Go customer for over 10 years, but my most recent experience has been unacceptable and deeply disappointing. In November 2024, I purchased a sectional that was delivered damaged. After months of delays, I finally got an appointment in April 2025 for a representative to review the issue. I was told the item was discontinued and offered an exchange for equal or greater value.However, many of the available items were either out of stock or not purchasable, and I felt pressured to settle for something I did not want just to satisfy the value of the original purchase. Despite the inconvenience, no expedited shipping was offered, and customer service has been dismissive and unhelpful throughout this process.Rooms To Go has been fully paid for the product, yet I am still left without a satisfactory solution months later. I have been given the runaround and treated poorly, despite my long-standing relationship with the company.Desired Resolution:I am requesting:An exchange for a comparable or correct sectional that is currently available and fits the style and value of the original purchase.A partial refund to compensate for the ongoing inconvenience and months of delays.Expedited shipping at no additional cost, due to the time already wasted and the lack of service provided.I am extremely disappointed with how this situation has been handled and hope that filing this complaint through the BBB will result in a proper and prompt resolution.Sincerely,******** *****

  

  Business Response

  Date: 05/21/2025

  Dear BBB,
  
  This is in response to this claim.
  
  Our records reflect our company's management team has been in communication with our customer and has addressed their concerns. Furthermore, they are scheduled for replacement for the soonest possible for their area.

  
  We trust this claim is settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:05/12/2025

  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 wife and i purchased a table and chairs from rooms to go here in *************. We have not had this set a year before the problem started i called the warranty department. The sent a repair tech to fix the problem. He came with some touch up paint and lacquer. It worked for a few weeks and the paint peeled off the table again. Mind you there is only 2 people in my house my wife and I. We run a food truck, so we are gone majority of the time. No one uses this table. and i called the warranty department again. They sent the same tech out again. He agreed with with my wife and i and said that this should not be happening. Well, we got a call from the warranty department telling us there is nothing that they can do. I spent over $1000.00 dollars for c*** not happy> We will never purchase from rooms to go again

  

  Business Response

  Date: 05/13/2025

  Dear BBB,
  
  We are 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 has now expired as of February 2025.
  We have reviewed the account and documentation provided and those from each service  in its entirety.Our records reflect the issues previously reported were evaluated by a service agent; however, the issues were not deemed to be vendor related. Repair was done as a gesture of goodwill. We show the last service reported the same kind of damage. Regrettably, consequential damage is not covered under the warranty terms as outlined on the purchase invoice nor under the guidelines of the extended service contract powered by Guardian.

  Thank you,
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23320956
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

  The repair was done within the first year and it has been relayed to my wife and i from the repai tech that this has been an issue with these tables and you say the repair was done as a good no it was not and i paid all this money for crappy furniture i will bring this to the media.

  

  Business Response

  Date: 05/19/2025

  Dear BBB,
  
  We are in receipt of the latest reply.
  
  Our office understands the views expressed by our customer.Unfortunately, the position previously outlined remains unchanged.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:05/12/2025

  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 made a new sectional purchase in late March 2025. I spent $6,000. I was told one piece of my couch was delayed and would be here on June5th. ***** the sales associate assured me that more often he noticed items came before the shipping date. I went into roomstogo on Friday May 9th and told me that the shipment was due for July 2nd. I called customer service and and they told me they couldn't help me and that'll the original date was always July 2nd. The store confirmed. The predatory practices of lying for the sale. I would not have purchased if it was July because I am hosting my 40th birthday party on *********. I Won't have a proper couch for my birthday party. He also lied about connecting all the pieces. ***** is a predatory seller and deceitful. He should be fired.

  

  Business Response

  Date: 05/13/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  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 associated with their order for us to investigate this matter further and proceed with a prompt response.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:05/11/2025

  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.

  Purchased in ************, ** store from **** (April 2025)) a bed and night stand that was delivered on April 15 - this was the- 1st trip upon arrival team noticed the drawers at foot would not stay in place due to the wood board that supported drawers was not made for a queen bed and was told to call customer service to correct customer svc scheduled appt for April 22 to replace part- 2nd trip team again brought wrong part, called cust svc again and scheduled April 29 to replace part (3rd trip) and team again brought wrong part, contacted ******** and initially asked to cancel order but agreed to keep purchase only if they replaced the entire set which they agreed to do and scheduled May 6 (4th trip) to swap out. Unbelievably team arrived again with wrong replacement parting and stated they had no knowledge of swapping out bed, called customer service again (5th time) and got t connected to store manager ****** who asked that I come in store and pick out another set with no additional cost which I agreed to come in on Thursday 8 May he said he would be there until 6pm, however when we arrived at 5pm we were told he was at lunch for an hour and we did not see him. **** original salesman came over and advised we just get a full refund and call it a day & stated there would also be no compensation for wasting our time through this entire exhausting and ridiculous ordeal. This is unacceptable and I want the corporate office to be aware and make this right as we have had to waste a total of 5 days to try to resolve and the store has failed to even attempt to contact me again although I specifically told **** to have ****** or **** (also a manager) to contact me after he returns from lunch; sad to date - 3 days later since leaving the store very upset from having our time wasted so many times, and no one has contacted us and even attempted to correct this issue.

  

  Business Response

  Date: 05/13/2025

  Dear BBB,
  
  We are in receipt of our customers claim.
  
  In regards to their situation, please allow us the opportunity to review and research their account in its entirety. A follow up will be done with the customer once matter(s) are concluded.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 05/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and am working with **** at the store in hopes of getting this situation resolved.  I will update when a resolution is made.  The agreement for now is to return to the store and pick out another bed & nightstand with no additional cost to me.

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