Complaints

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

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• 

  Rooms To Go

  11540 E US Highway 92 Seffner, FL 33584-7346

  
• 

  Rooms To Go

  5170 S Tamiami Trl Sarasota, FL 34231-4258

  
• 

  Rooms To Go

  9500 Scenic Dr Port Richey, FL 34668-4653

  
• 

  Rooms To Go

  1400 44th Ave W Bradenton, FL 34207-1319

  
• 

  Rooms To Go

  25550 US Highway 19 N Clearwater, FL 33763-2166

  

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

• Initial Complaint

  Date:07/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a 3k couch from rooms to go 2 years ago. Rooms to go had a warranty program that was to replace our couch if the materials began having any defects or issues over the course of 3 years.Towards the end of the three years we had issues with the materials of the couch. A warranty service person came out assessed and agreed that we needed a new couch We were told that our replacement couch would be delivered and our old couch would be taken The new couch was delivered but was missing the ottoman. So we called while teh installers were here and were told we could keep our old ottoman because they were not discontinuing this couch and there were no more ottomans in stock. We did not like this solution because the ottoman was not quite the same shade as new couch and new couch was matte instead of a glossy finish like our old couch and ottoman. We agree to keep but felt it was an insult to us a customer to have to go through this. A few days later we were told by rooms to go that we could no longer keep the old ottoman. It had to be returned with the old couch. We had two choices we were told. Keep the old ottoman and pay as if it was brand new 300 dollars or return it. I couldn't even believe what I was hearing. Not only do you no have a new ottoman and tell us to keep the old one as compensation but now you require that we have to pay for this as if it was brand new. We were told, yes. And if we did not pay we would be put into collections if we decided to keep the old ottoman. Is it our fault you warrantied our furniture and we are forced to have a replacement but have to return our old ottoman with the old furniture you are replacing when you do not have a new ottoman? Is it our fault you discontinued making the new ottoman? IF keeping our old ottoman why do we have to pay for a used damaged furniture when you do not have a replacement new ottoman? Why would we put in collections?

  

  Business Response

  Date: 07/24/2024

  Dear BBB,
  
  This is in response to our customers complaint.
  
  In regards to their situation, we have reviewed the account in its entirety. Our records reflect they were given the authorization to reselect the 6piece sectional in the home to a different sectional or living room set equal in value paying the difference should it be greater. Unfortunately,the set they purchased was discontinued. The manufacturer currently makes a similar 5piece model with slight differences. We show this is what the customer reselected as their invoice shows.
  
  Rooms To Go, like most all retailers, requires the consumer to return the product in exchange for replacement merchandise or a refund. The monies from the old product transfers to the new product upon pickup. These are standard business practices. At this time, we show the value of the ottoman was not transferred to the new order leaving a balance due since they chose to keep it. Customers are welcome to do so; however, they will be billed for the unpaid balance.
  
  We show no record of anyone authorizing a different course of action in exchange for brand new furniture. If they have evidence that supports they were to keep the old ottoman at no cost to them, please provide it for further review.
  Otherwise, we apologize for being unable to comply with their request due to the reasons stated above.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  Date:07/23/2024

  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.

  I bought a sectional sofa from Rooms to Go, Frisco store.While selling, it was discussed with the salesman that any addition or change can be done after buying the product.Just after delivery of the sofa, I have *** trying to reach customer service and store manager to return a portion of the sofa and buy a updated portion with chase.Customer service directed to talk to store manager.Store manager is continuously not available after repeated attempt to contact.Same folks who behave so nicely, how can they behave like branded idiots if there is a customer complaint? For any product, there is a minimum period of 15 days allowed in *** for customer complaints/replace/repair as appropriate. Why Rooms to Go is different?Why this idiot store manager should be on the job?

  

  Business Response

  Date: 07/24/2024

  Dear BBB,
  
  We are in receipt of our customers claim.
  
  As we are concerned by the allegations expressed in this claim, we will be sharing it with the stores management team to investigate and address any issues should it be deemed necessary.
  
  Rooms To Go offers a 1year warranty against manufacturers defects as stated on the terms of sale located on the purchase receipt given at time of purchase. As the terms specify, customers have ******* from date of purchase to cancel or make any changes to their order. We are not understanding the reference regarding an allotment of at least 15days the customer mentions.
  
  In regards to our customers situation, we have reviewed their account in its entirety. After delivery, the customer called our customer care department expressing their desire to change the product they chose and paid for. We have been made aware the customer was advised on ******* by the store they would allow the customer to change the order as a preference reselection with restocking/reselection fees. This is being offered as a courtesy.In order to proceed and finalize this transaction, the customer will need to go see the office staff at their originating store in order to pay (if applies) and sign for the new order. They will at that time, make arrangements for the product in the home to be picked up when the new is delivered. This offer is valid until 8.19.24.
  
  We trust this claim is settled.
  
  Thank you for your time.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  Date:07/23/2024

  Type:Order 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 sofa order number **************************** ALBI 928 2PC LAF ********** CHS SECTIONAL PACKAGE for 1288$ and before I made the purchase I was promised by the seller ******* and her manager **** (in ********* ************************************************************************ Phone:**************) That I will be able to pickup the product from the warehouse. So I cancelled my trip to *******, I rented a truck and I was on my way to the warehouse to get a call from **** and ******* saying I wont be able to pickup the sofa anymore because of verification issues? I spent over 400$ to rent a truck and cancel my Florida trip so I could pickup as promised on the 23rd afternoon. It was very frustrating dealing with this manager as he offered zero help and zero solution on the phone, was very arrogant and instead of helping he was in a rush to hang up, this is not what rooms to go is like. I am very disappoint with this experience and the people I dealt with at rooms to go. I demand at least the money I spent and the hassle that I had to go through is just unacceptable not to be treated fairly

  

  Business Response

  Date: 07/24/2024

  Dear BBB,
  
  We are in receipt of this complaint.
  
  With respect to our customers situation, our office has reviewed the account in its entirety. Our records reflect the customer placed their order on *******. The credit card payment was taken in order to schedule the customer picking up the order; however, it was pending verification.
  
  Like most retailers, the verifications system we use for credit card purchases is standard to protect businesses and consumers from any fraudulent activities and to better serve them. We regret the verification process flagged the payment the same evening due to the information the customer provided did not match 100%. In view of this, the order was placed on hold and the customer contacted.
  
  We have been made aware the customer was provided with instructions on how to finalize the purchase and would need to do so in store with same credit card and showing identification or using a different form of payment.
  
  On behalf of Rooms To Go, we apologize for any inconvenience experienced. However, we would be unable to comply with their request due to the reasons explained above.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 22034013
  
  I am rejecting this response because:
  

  The sales lady told me I can pickup my product and I had to spend over 500$, canceled my flight to ******* , rented a U-Haul and to stay in the area. This is not acceptable and I demand at least store credit for the amount I have spent 

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

  

  Business Response

  Date: 08/06/2024

  Dear BBB,
  
  Our office understands our customers views. However, ********************** is not responsible for the customers payment not going through nor for any additional expenses they chose to incur in order to acquire the merchandise they purchased. Unfortunately, our position as outlined previously remains unchanged.
  
  Thank you for your understanding.
  
  Respectfully,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22034013
  
  I am rejecting this response because:
  
  Worst business out there. 
  

  Never ever buying from rooms to go again 

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

• Initial Complaint

  Date:07/22/2024

  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 was shopping online and found the perfect king *** set. Before placing my order, I needed clarification about the platform options, so I decided to visit the Rooms to Go store on Vineland instead. Upon arrival, I was greeted courteously by *****, who assisted me with my inquiry. After showing him the product I was interested in, he guided me to the in-store display. ***** provided excellent advice on the platform options and recommended a superior mattress protector that suited our needs. The purchasing process was straightforward, and since I had already decided on the product, I was able to complete my visit efficiently.However, when the delivery arrived, my husband oversaw the receipt of the items and sent me a picture. I immediately noticed that the color of the delivered product was entirely different from what I had ordered. The online listing and the in-store display both showed only one color option, which was not what I received. I contacted customer service to resolve the issue and was instructed to reach out to the sales representative. Despite leaving a message and sending a text, I was informed that the only way to correct the mistake would be to pay an additional $340.I then requested to speak with a manager and was assured that I would receive a call back. Here I am, 24 hours later, still waiting for that call. As a loyal customer who has never encountered issues with Rooms to Go before, I find this situation unacceptable. The king set was a significant purchase at $4,000, and I expect to receive the correct product without incurring additional costs due to an error in the system or a discrepancy in the product delivered.

  

  Business Response

  Date: 07/23/2024

  Dear BBB,
  
  This is in response to our customers claim.
  
  Please express our apologies for any inconvenience or misunderstanding our customer may have experienced.
  
  With respect to their situation, we have reviewed the account as well as the delivery companys records fully. We show the customer received the exact product they paid and signed for as shown on their purchase invoice provided on 7.08.24. Any preference issues, after delivery has taken place, may be corrected; however, it is subject to reselection fees as stated on said purchase contract.
  
  Currently, we have been made aware that our online complaint office has attempted contact with the customer regarding their concerns. As a ****** courtesy, the restocking charges have been waived should they wish to reselect the set. They will be responsible for the difference in price should it be greater as well as a delivery charge on the new selection. The customer will need to see the office staff at their originating store for assistance and they will arrange for the pickup of the current set for when the new is delivered.This is offer is valid until 8.23.24.
  
  We trust this claim is settled.
  
  Thank you for your time.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 22015395
  
  I am rejecting this response: 

  I would like to inquire about the additional expenses before proceeding with acceptance. While I am willing to cover the difference in price for the product, I have already paid a delivery fee. Therefore, I do not believe it is fair to incur this charge twice.

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

  

  Business Response

  Date: 07/26/2024

  Dear BBB,
  
  Our office understands our customers views. However, we delivered the original order they selected to the home. It was not picked up by the customer. The reselection will be delivered and the current product taken from the home; therefore, we are unable to waive the delivery charge on the new order.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant
  

  Customer Answer

  Date: 07/27/2024

   
  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 connected with Rooms to Go and was able to get more answers. They have resolved my case. Thank you to everyone who assisted me. 

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

• Initial Complaint

  Date:07/22/2024

  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.

  Purchased furniture from Rooms To Go only had the less than 90 days due to poor quality the company was contacted.I spoke to a customer service representative and also the supervisor. I was told I couldnt receive a refund but I could return to the By August 11 and purchase more furniture and that I was responsible for paying another delivery fee .I questioned why was I responsible for the fee I was nots at fault per supervisor drivers need to be paid.

  

  Business Response

  Date: 07/24/2024

  Dear BBB,
  
  We are in receipt of our customers claim.
  
  ********************** offers a 1year warranty against manufacturers defects as stated on the terms of sale located on their purchase receipt. We have reviewed their account, the technicians findings along with the pictures taken at time of service. It was deemed the issues with the sofa cushions are not vendor related. We concur with this determination. As a gesture of good will, a throw pillow was ordered to replace the one with the broken zipper.
  
  However, our records reflect the customer disputed the decision. In the interest to settle the complaint, our service department canceled the part order and authorized a 1time courtesy reselection of the sofa and loveseat to a different living set equal in value. If greater, they would be responsible for the difference in price plus new delivery charge given this is a preference issue. They will need to see the office staff at the originating store for their assistance. The stated pieces will be picked up when the new product is delivered. The customer was advised this offer is valid until 8.11.24.
  
  Although we value their business and sympathize with their concerns, we apologize for being unable to present any other course of action due to the reasons stated above.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a couch online at RTG in April 2024 and didnt like it so I went into the local RTG store and asked to exchanged for another couch. I got permission to select another couch that costs more and only the pay the difference with the exchange of the first couch. RTG started billing for the cost of the first couch, I wrote to them and let them know that the 1st couch had been picked up/returned when the 2nd couch was delivered and provided proof. I never heard back from RTG Corp. I received another letter from them and contacted my rep at RTG showroom for help. He called to tell me that RTG Corp had refunded the 1st couch back to my CC. I did not know this, they never told me and didn't say anything in the billing letters from RTG Corp. I was advised to go back into my RTG account and pay the money back, when I tired the system would not take my payment. I contacted RTG corp and was told my acct was already sent to a collection agency. I have contacted my RTG CC issuer (synchrony bank) and also asked for their help to dispute the refund RTG put back on my card without my knowledge or permission. RTG made this mistake and should have accepted my payment online when I tried to correct their mistake. Im concerned my credit will go down because of this. I'm hoping my CC issurer can put the money back to RTG but I'm not sure how this will work.

  

  Business Response

  Date: 07/25/2024

  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To Go, please express our apologies to our customer for any misunderstanding or inconvenience they may have experienced.
  
  In regards to their situation, we have shared the details with the corresponding store of purchase in order to investigate further. We have been made aware they will be reaching out to the customer in order to address their concerns directly..
  
  Thank you for bringing this matter to our attention.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 07/25/2024

   
  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:07/21/2024

  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 bunk beds from rooms to go and everytime my daughter is on the top bunk bed or the stairs it creaks so loudly. I filed a maintenance request but the guy came out, said it was just because the bed was rubbing on the wall and stated wed have to move the bed and left. He didnt fix or do anything. My husband and I pulled the bed away from the wall and it is still so loud and creaks. I want this fixed or rooms to go can return the bunk bed and refund me.

  

  Business Response

  Date: 07/23/2024

  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 experienced.
  
  With respect to their situation, our records show a technician was sent to their home on 3.23.24. Since date of service, we show no reports of any further issues with their bunk bed until now. We have generated a service to re-evaluate the bunk bed. It is scheduled for 7.27.24.
  
  They may contact our customer care department at ************** should they wish to reschedule the service appointment.
  
  Thank you,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 22020393
  
  I am rejecting this response because this issue should have been resolved when the tech came. He was here for 5 minutes and did absolutely nothing! He didnt even offer to help move the bed away from the wall, which I feel is not the issue since we have moved it since he came and its still having the issue. Its taken me this long to report it because I have a job and work during normal business hours.  I have not had the time to contact rooms to go and my daughter hardly sleeps in her bed because of the noise it makes, it wakes the whole house up anytime she moves. She is only 6 years old so she is not by any means over the weight limit. Im just so disgusted with rooms to go service that I have had it with that bed and finally just filed the case. 
  

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

  

  Business Response

  Date: 07/26/2024

  Dear BBB,
  
  Our office understands our customers views. However, we would have been happy to re-evaluate the situation after the initial service had anything been reported sooner. As previously explained, a service has been scheduled for 7.27.24. Should this date not work for our customer, they are welcome to reschedule the appointment with our customer care department.
  
  Thank you,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 22020393
  
  I am rejecting this response because: the technician came out, said he would look at the store model and then let us know his findings. I got the call back today that was very vague about the findings, and that our bed is up to standards. Im not sure if that means the bed in store makes the squeaky/creaking noise, but this is not something we, as consumers, could test out because the store does not allow you to step onto the stairs to test this out for safety reasons. But, the bed should not be making this much noise when everyone is sleeping. I have another technician coming out but this is time consuming, wasting my time during the week when I have to work. Please call me to discuss further options as this is frustrating dealing with over email. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 08/05/2024

  Dear BBB,
  
  This is in regards to the customers rebuttal.
  
  With respect to customers situation, we have reviewed the findings from all technicians services. The last service deemed the step bunk panel was causing the noise the customer reported. The piece at the store was evaluated and deemed to also make noise. This is not considered a vendor related defect.
  
  In the interest of settling this claim, our office has generated an exchange for the step bunk unit. It is scheduled for 8.13.24. The unit in the home will be picked up when the new is delivered. Our customer may contact our customer care department at ************** should they need to reschedule said appointment.
  
  We trust this claim is settled.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 22020393
  
  I am rejecting this response because: this bed received seems to have been a damaged bed per the last findings of the last technician that came out. He spotted a touch up spot. Id like a store credit. We no longer want this bunk bed set. So Id be happy to exchange it for just a regular bed set. I just want this bunk bed picked up and we will take store credit for the bed we purchased and we will purchase non bunk beds for our children. I dont want to deal with this hassle anymore and I am very disappointed that we received a bed that had been previously returned, probably for the same issue. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 08/08/2024

  Dear ****************,
  
  As stated in our previous response, the issue with the bunk bed is not considered a vendor related defect; however, our office authorized an exchange as a courtesy.
  
  The current product was never a returned set. The piece in the home has never been exchanged; therefore, they do not know that the exchange will not resolve their issue.
  
  At this time we are only authorizing for the exchange, as stated, we will only consider a reselection should the items not be satisfactory once delivered. Once again, they may contact our customer service department at ************** if they wish to reschedule their delivery.
  
  Respectfully,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22020393
  
  I am rejecting this response because:
  The last technician that was out stated that the bed that was delivered was already defective and was a possible return from a previous customer due to the damage shown on the bed and the little amount of time we had the items. I do not want to get another bunk bed and deal with the issues. I understand it may not be the same issue, but nonetheless I do not want to waste anymore time dealing with this issue. Kindly pick up the bunk beds and provide with store credit so I can purchase my children a different set. The technician that your company sent out is stating the bed is defective and shows signs that it was a used bed. 
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:07/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a sofa set from rooms to go 2 years ago. I also purchased the extended warranty on the set. After just two years of normal daily use the entire sofa is sunken in, creaks horrendously and has a broken frame. This is not what I expect from an established furniture store like this. I made an extended warranty claim which after 3 visits to my home by technicians, each one telling me something different, the sofa was approved for a repair. I do not want this sofa repaired, it is abundantly clear that this sofa set is of poor quality and will likely break in another year or two. I requested a replacement sofa to which I was informed I could get a one time replacement of the same sofa however it would no longer be covered under warranty. Again I do not want to replace this sofa with the same poor quality sofa. I am willing to pay the difference of my original purchase price for a different, better quality sofa, however I am told this is not an option. This is poor customer service in my mind. The technicians that came each said this is a common problem with *************************** sofas and they are not built well. Rooms to go should be ashamed to sell such an inferior product and not stand behind it.

  

  Business Response

  Date: 07/22/2024

  Dear BBB,
  
  We are in receipt of our customers claim.
  
  Like for most retailers, Rooms To Go offers a 1-year warranty for manufacturers defects at the originating delivery location as stated on the terms located on their purchase receipt. Theirs expired as of 3.28.23.Our customer purchased the extended service contract 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, technicians findings and Fortegras determinations of a course of action. Our records reflect the issues with the living room set were deemed to be free from vendor related defects; however, the customer was offered the option of an exchange. This option was rejected. We have been made aware our customer has been authorized a ****** reselection of the living room set in the home to a different set equal in value as a gesture of good will. If greater, they are responsible for the difference in price plus new delivery charge and extended service plan should they wish to have it on the new selection. The current plan will be exhausted with the replacement. They are to see the office staff at their originating store for assistance. This offer is contingent on the return of the current sectional when the new product is delivered and will be valid until 8.22.24.
  
  We trust this claim has been settled.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 07/22/2024

   
  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:07/18/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We set up a delivery-They came after the window-left without any explanation 10 min later-no furniture- No redelivery date. Company doesn't value consumer. Schedule for 3 items to be delivered,(Living room, dining room and a server.) 11am-3pm. After 3 the delivery van arrives. My husband left because delivery window was over and no word from company. I call him to turn around. I walk to talk to the employee about bringing using our large French doors. The driver says no items are heavy and will use front door. I request him to wait for my husband to assess because he preferred to use the larger door. I immediately call customer ******* to let them know I have requested them to wait for my husband to arrive (which he did before the 15 minutes arrival window.) **************** rep says she will call manager & let him know and call back.****** calls his manager,begins to put back the 1 box out. ***** ******* calls back and I inform her that they look like they will leave.They drive off without saying anything 8 min after they exited the truck initially. I ran the truck down to ask why they are leaving and not delivering the furniture. They told me they were behind schedule, rolled up the window and drove off. After waiting 4+ HRS they were at my home less than 10 mins. Response from ***** a supervisor- They go based off notes. Driver arrives between 3:24-3:25. 3:26 my customer ******* call. The supervisor released him of the job at 3:36 because my husband was not here and I requested another door. ***** acknowledged they did not follow policy which was to give ***************************************************************** the opportunity to bring items in the front door but it is driver choice.I ask to still receive delivery and speak to delivery supervisor.DENIED. Next day.DENIED. Told I am not allowed to have any information regarding notes in my file nor am I allowed to have the delivery managers name to escalate my experience. Left in *****.

  

  Business Response

  Date: 07/22/2024

  Dear BBB,
  
  We are in receipt of our customers complaint.
  
  On behalf of **********************, please express our apologies to our customer for any lack of professionalism they may have experienced regarding their delivery.
  
  Our office is concerned by the allegations expressed. We will be reviewing with the corresponding delivery company to further investigate and address any issues internally should it be deemed necessary. Unfortunately, any information acquired is privileged and confidential and would not be released to the public.
  
  Given the heavy volume we deal with, deliveries are an all-day appointment with an estimated 4hour window provided when applicable. Please understand that the 15minute wait time the drivers may do is not the delivery companys policy. It is a courtesy they provide if and/or when a customer is not in the home at time they arrive for delivery. This wait time does not apply if someone is home to accept their order. We understand the circumstances the customer requested of a different point of entry; however, please note the safety of the consumer, property and of course the delivery team must be taken into consideration.
  
  Currently, our records reflect our customer care department arranged for a redelivery and had an addon granted for 7.22.24 to finalize.
  
  Thank you for your time and understanding.
  
  Sincerely,
  
  
  ********************

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 22011535
  
  I am rejecting this response because:

  I was there and there was no reason why the delivery was not made that day. I asked could the driver if he could wait to allow my husband to turn around to assess his desire to use the smaller door to access my home (after he had just left thinking they were not coming.)Keep in mind my husband waited with me from 11-3pm (our 4 hour window) with no updates as to when the driver would arrive or if they were even coming at all.  Th driver ******* told me that he couldnt wait and proceeded to begin to take my items out of the truck because I had NOT requested to cancel the delivery.  At this point I had only asked a question as to if our French doors that access the room the furniture would be delivered to could be used and if they could let my husband assess so we could make a decision as to what was best for us the consumer.   I never was given a response about my husband. Instead he chose to cancel the appointment himself (8 minutes after he stepped foot out of the truck) and drive away past my husband. Had he stayed to take the items out of the truck or even begin to bring my items forward in the truck,I wouldve had furniture on the day I set it to be delivered.

  After being mistreated, there was no sense or urgency to correct the mistake.  This is  the driver the company sought fit to hire to represent their delivery service and they 100% stood by the driver although they expressed policy was not followed. Instead I was told I can get my furniture redelivered 4 days later.  The supervisor stood by the drivers decision and stated he wrote I was argumentative in his notes.  All lies as proven by the recorded videos I provided to the company.  However, I should not be judged guilty and have to show evidence otherwise to have my word later accepted.  It was clear that the driver had a busy morning arriving after the 4 hour window we had been given.  He chose to skip our delivery because it was a rather large deliver and clearly he didnt want to deliver it for whatever reason. 
  

  Sincerely,

  ***************************

  

  Business Response

  Date: 07/25/2024

  Dear BBB,
  
  We are in receipt of the customers rebuttal.
  
  Once again, we apologize for any inconvenience experienced. Our office understands the customers views and appreciate the situation being brought to our attention.
  
  However, we believe this claim has already been answered as outlined in our previous response. Currently, our records reflect the delivery has been finalized for the customer. There were a couple of items that were refused upon delivery as they did not fit in the home. The showroom has been made aware so they may follow up with the customer for next steps.
  
  Thank you for your time.
  
  Respectfully,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 22011535
  
  I am rejecting this response because your company employee did not follow your processes (as explained by your supervisor when escalating the claim) and that resulted in my time not being respected.  I took every appropriate measure intent in fulfilling my responsibility, as requested by Rooms to Go, to have my space clear and be available for a 4 hour window.  I had to reschedule for myself, my husband, and my two children and my time was not valued. I feel that is worth more than an apology and a statement suggesting I  should be satisfied with a delivery I received 4 days later.  (In which I had to rearrange all our schedules again to be available.). 
  

  I would like to acknowledge the staff members that delivered the furniture. I had a much better experience that was professional.  They should be acknowledged.  

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

• Initial Complaint

  Date:07/18/2024

  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.

  Order 2 bedroom sets in May. After extremely long delivery times for the full set (Month and a half for one of the beds, 2 months for the other). The first bedframe arrived damaged. Was told we had to wait 2-3 more weeks for a replacement. A day before delivery they called to advise the replacement was also damaged, another 2 weeks + for the replacement (Should arrive this saturday). Now our other bed finally arrived and it is ALSO damaged. 2 months for a replacement. No empathy or flexibility from Rooms to go. We've asked them for some kind of discount or credit as this is ridiculous. They continue to simply quote the 20th at the earliest. At this point we are just about ready for Rooms to go to come and pick up all of the furniture and give us a full refund. It's unacceptable for such a large company to have such issues, and then offer no compensation to customers when they continually provide bad service and products.

  

  Business Response

  Date: 07/22/2024

  Dear BBB,
  
  We are in receipt of this complaint.
  
  On behalf of Rooms To Go, please express our apologies to our customer for any inconvenience they may have experienced.
  
  Rooms To Go prides itself in excellent customer service.Therefore, we find it unfortunate to be made aware of the chain of events stated in our customers claim. We will investigate and address any issues as deemed necessary.
  
  With respect to their situation, the bedroom grouping is one of our popular sets. We are unable to keep it in stock thereby having longer backorder timeframes from the manufacturer. Currently, our records reflect an exchange was generated for the footboard and rail pieces to be swapped for replacement. It is scheduled for 7.24.24.
  
  Regrettably, we would be unable to discount the furniture as we are addressing the issues with the product. Because we value their business,we would be happy to put through a refund of $100 from their delivery charges as an accommodation once reported issues are completed.
  
  Thank you for bringing this matter to our attention.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant
  

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 22009557
  
  I am rejecting this response because:

  We made 2 large orders within a single day through you guys.. The store rep for whatever reason placed one order under my name, and one under my wife's name (Although both were paid by my wife's rooms to go credit card). I do understand that you can't control your shipping stock. However, I would expect when paying over $4,000 for new furniture for it to arrive undamaged. Perhaps one piece having an issue, but one of them having issues MULTIPLE times. It's unacceptable. 

  Order #******** - This order is now on it's 4th delivery to rectify issues with the product. Originally ordered on April 19th, over 3 months later. 

  Order # ******** - This order was placed on 4/20. Delivery was 7/18. When delivery was made the we identified damage in this item. After already experiencing this multiple times with the other furniture order. Now we are told it's 2 months before we can get that item replaced. 

  In all my communications regarding this we've encountered rude responses, lack of any empathy towards the situation and the simple by the book responses. The customer care manager sent an email to send us the same generic (The 20th of September is all we can do) response. I state again, having a single issue with one of your orders would be understandable especially once resolved. Having 4 issues after having to wait months to begin with, and then to be told we have to wait months again, is simply bad business. You're a large company so any lack of business on our part in the future won't matter but it's a shame that after such an awful experience you don't stand behind your products or partner's products and try to make things right. I'm not asking for free furniture her but only refunding the shipping cost seems like a slap in the face considering we are stuck with the furniture, monthly payments, and the experience. 

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

  

  Business Response

  Date: 07/26/2024

  Dear BBB,
  
  We are in receipt of the customers rebuttal.
  
  Once again, we express our sincere apologies for any inconvenience as well for any lack of professionalism experienced. As previously explained,we are investigating with the corresponding departments in order to address any issues as deemed fit.
  
  With respect to their furniture, we regret there have been two exchange deliveries for the childrens ***. However, our records do not show each damage was reported at the same time. The headboard was reported upon the initial delivery 5.31.24 and its replacement exchange was made on 7.20.24 as the 7.02.24 delivery could not be completed. They were notified the day prior. The footboard and rails were reported on 7.20.24 and exchanged on 7.24.24 with no further reported issues on this ***.
  
  Sadly, our office was unaware of the 2nd account until this communication. Records reflect the King *** was on backorder from date of purchase and was delivered on 7.18.24. Regrettably, the footboard was damaged upon delivery so an exchange was generated for it. The set is backordered from the manufacturer. For this reason, it is scheduled for 9.20.24 since that is the soonest available date based on the proposed shipment from the manufacturer. If they do not wish to wait, we will gladly offer a reselection to a different ***room set equal in value currently available for delivery. Please let us know their decision. As far as accommodation, it is offered as a gesture of good will on a case-by-case basis. We will not be able to discount the furniture but will be happy to review once more once the furniture deliveries are finalized no further issues.
  
  Thank you for your understanding.
  
  Respectfully,
  
  
  ********************
  Presidential Assistant
  

  Customer Answer

  Date: 07/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  Sadly you don't see the problem with the overall situation. For anyone, receiving multiple damaged products would not give anyone faith that going back and selecting anything else would yield any different results. Regardless if you did not manufacture the products yourselves, as the business selilng the products you're responsible for them. You've most certainly lost a customer, not that it matters in the grand scheme of things but my experience will be shared. If all we can get is a 100 dollar credit for the shipping costs then sure we'll take it, not because we think it's right or reasonable, but because as you're demonstrating, it's better to get something than nothing. If we're able to choose how this credit gets applied, then a simple credit to the account towards the balance would suffice. 
  
  Sincerely,
  
  ***********************