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:07/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2022 I paid over $2k for a mattress from Rooms To Go which ripped apart in 2 years. I contacted them on 6/4 and did not receive a service tech until 6/29. (due to an internal error, it took nearly a month to get a service tech out as they initially sent the tech to the wrong address.) After finally getting someone out to look at the mattress, my warranty was approved and I was notified I could "reselect" over the phone. The customer service representative told me I could go into the store to pick out a mattress and there would be a $99 delivery fee. This was the only communication I received about the process even after requesting more details in writing in chat. After moving to my new location, the following week I went to reselect and was told R2G needed to pick up/drop off the mattress at the same location for "reselection". This is not possible as I have moved as stated above. Due to this Rooms to Go no longer wants to honor the warranty. If this is the process, it is Rooms to Go's responsibility to provide these guidelines to the customer which they failed to do verbally, in writing, or by providing this information on the website.

  

  Business Response

  Date: 07/19/2024

  Dear BBB,
  
  This is in response to our customers complaint.
  
  On behalf of **********************, please express our apologies to our customer for any inconvenience or misunderstanding they may have experienced.
  
  With respect to our customer situation, our office has reached out to them in order to discuss this matter at length. Please note that Rooms To Go, like most retailers, requires the consumer to return the product in exchange for replacement merchandise or a refund at the same location. These are standard business practices and is outlined on the terms of sale located on the purchase contract provided to the consumer when they placed their purchase on 7.18.21. Our records reflect the terms were explained to them when the offer was made.
  
  The customer was advised to contact the bedding manufacturer to see if they may have options for them. Regrettably, we would be unable to comply with their request due to the reasons expressed herein.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  Date:07/16/2024

  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 bought this sofa set on 5/30/24 and received delivery on 6/7/24. Last couple of days, we noticed the sofa and loveseat leather is starting to rip on its own. This is a very low quality material and I can't believe Rooms To Go are selling this. I have bought lots of furniture from them over a decade with no issues. So I called and complained and requested full refund in order to purchase a new set of sofas with better quality. The lady named ************************* told me that once the furniture is delivered, its final. I explained this is a material defect and their website noted that there is one year warranty on the furniture. They are making up stories and still refusing. I cannot believe the customer service by this company.

  

  Business Response

  Date: 07/19/2024

  Dear BBB,
  
  This is in response to our customers complaint.
  
  With respect to our customers concerns regarding their sofa and loveseat, we have reviewed their account in its entirety including the pictures they were kind enough to send you. The furniture was delivered on 6.7.24 with no reported issues. Please understand the 1-year warranty only covers manufacturers defects and workmanship issues as stated on the terms of sale located on their purchase contract.
  
  Our records reflect the customer confirmed the current issues with the product was caused by unforeseen circumstances from natural events. Regrettably, that is not covered under the warranty. The customer has been provided with this information.
  
  Although we value their business and sympathize with their concerns, we apologize for being unable to present any course of action due to the reasons explained above.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 21999749
  
  I am rejecting this response because: it is a lie when they say a natural disaster was a cause of this. The customer service representative wrote this down on his own (you can listen to the recording). I explained the situation that we lost power due to Hurricane ***** and when the power came back on, we started to note this problem. I have other furniture from Rooms to Go in my home and nothing happened so why both these sofa and loveseats are coming apart. It is a manufacturer's defect for sure since the other furniture is perfectly alright. I demand a full refund and I am willing to purchase another sofa set from Rooms To Go.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 07/23/2024

  Dear BBB,
  
  Our office understands our customers views. However, as explained,we reviewed the pictures the customer provided you. The damage the ******************** has is not vendor related. It has clear indication that something caused the damage. Unfortunately, our position as outlined previously remains unchanged.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  Date:07/16/2024

  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 were doing a complete house furnishing in November 2023 around the 18th ,and so many household furniture was bought by ***************************** for this purpose . A white TV console was purchased and it got delivered with broken legs , i contacted Rooms to go ,who sent their technician to come evaluate the damage, and they promised to send a replacement console, a replacement console was sent twice , and it arrived damaged , which the sales delivery guys said it looked like a manufacturer / factory defect and advised i choose another model of consoles to avoid further issues , since the current one i wanted is faulty , so i contacted Rooms to go and they said that the particular console model i paid for , has been discontinued by the manufacturer and asked that i pick something else and pay for delivery fees , which doesn't sit well with me , why am i being asked to pay another delivery fees , when i already paid for delivery when my console order was first placed, and then the rooms to go customer services representative says that is the company policy , which sounds bizarre , we have been on this case since dec 2023,so at this point i want a full refund of my money , they can come and pick up their broken tv console because its of no use to me, and i find it sad after all the monies that was spent in rooms to go. they decide to rip their customer off . so i don't want to have to do business with them again

  

  Business Response

  Date: 07/19/2024

  Dear BBB,
  
  We are in receipt of the customers claim.
  
  On behalf of **********************, please express our apologies to our customer for any inconvenience they have experienced regarding their console.
  
  With respect to their situation, we have reviewed the customers account in its entirety. Our records reflect they were given the authorization to reselect on the stated piece. In the interest of satisfying this complaint, our office will revise the offer to reselect to something else equal in value. If greater,they are still responsible for the difference in price; however, we will not charge a new delivery fee on the consoles replacement. Please note, that if the customer chooses to include other items to the order, a delivery fee would be incurred on those items. The console in the home will be picked up when the new product is delivered. The customer will need to see the office staff at their originating store in order to finalize this transaction. This offer will be valid until 8.19.24.
  
  Although we value their business, we would be unable to comply with their request for a straight return.
  
  Thank you for bringing this matter to our attention.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 21999182
  
  I am rejecting this response because: i am no longer comfortable doing business with rooms to go, what happens if i don't find a console that i like or one that fits into my space ? is rooms to go asking me to forfeit my hard earned money due to failure to deliver on their part ? i am happy to browse through their catalog to see if i would find a replacement but peradventure i do not find a right replacement , can i please have my funds kindly refunded to me ?
  
  Sincerely,
  
  Obianujunwa *******************************

  

  Business Response

  Date: 07/23/2024

  Dear BBB,
  
  Our office understands our customers views. Unfortunately,our position as outlined previously remains unchanged with respect to a straight return. As also explained, the customer is welcomed to select to any other product equal in value within the guidelines expressed.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  Date:07/16/2024

  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.

  from the beginning it has been an odyssey. At first they brought a damaged one, they changed it, then they brought me this one, which had not been used for 6 months when I started calling for warranty because it was very sunken and the bed didn't come out right, a technician came and fixed the bed but the seat didn't work. . He said this required change or reinforcement. He also said that this product has caused many discontents and that as an employee he would not buy this from Rooms To go. I called again and they sent me another technician, he came in took photos and GO out again I don't know anything, do him take my complaint? I called again this time they told me they would exchange the sofa for the same one. I begged them to exchange it for another one, it didn't matter if it was cheaper, I just didn't want to continue having the same problem. Even though I have an extended warranty, this does not guarantee attention and I do not have the time or desire either They told me that the supervisor had approved the change by the same person who would keep the cushions that they would change my furniture This conversation was recorded on July 11 at 9:53 am and lasted 6 minutes The lady told me that I could throw away the furniture but not the cushions That they would send me the new sofa to the address that I provided them. today, July 16 at 11:26 and then at 01:06 I called to give the new address and they told me that they would not change the sofa, that it was only the cushions, which is illogical because my problem is with the material of the seats. **** doesn't work and they can't. They should not change what they promise to their paying customers. This is abuse and lack of respect. I live alone and spend most of my time out of town plus time in **** there is no reason for this couch to be so sagging. But it turns out that I'm not the only one who has problems with this article, I already looked at the page. I want help to get my money back or a good product

  

  Business Response

  Date: 07/19/2024

  Dear BBB,
  
  We are in receipt of our customers claim.
  
  On behalf of **********************, please express our apologies to our customer for any inconvenience or misunderstandings they may have experienced.
  
  In regards to their situation, we would like the opportunity to investigate this matter in order to respond with our companys position.
  
  Please have the customer advise if they currently have any of the pieces to the sectional in the home.
  
  Thank you for your time.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant
  

• Initial Complaint

  Date:07/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought an item that does not fit into the room I'm moving to and I was not informed that I could not return it. They are trying to deny the return despite the item not being used.

  

  Business Response

  Date: 07/18/2024

  Dear BBB,
  
  We would like to express our apologies, for any misunderstanding our customer may have had regarding their purchase.
  
  Our records reflect they received the adjustable base they selected and paid for. Please note the consumer signs stating they have read and understood the terms of sale which outlines our return/cancelation policy.A copy of said terms is provided to the customer at that time to review further at their convenience. Consumers are solely responsible for selecting the products that will meet their needs. This includes measuring the furniture and the space it is intended for.
  
  Please have the customer provide pictures of the stated base in the room they speak of. we would like to get a better understanding of their concerns.
  
  Thank you for your time.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  Date:07/16/2024

  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.

  July 5th (late Friday) box received damage with all corners damaged and taped in all corners. The box moved and parts falling out. July 8th RTG customer service called and I was told to email my photos and description of problems to the special orders department. This was done July 8, 9, 10, 11, 12, 13, 15 with no communication back to me. I called July 8, 9, 10, 11, and 12 receiving a different story each time - PLEASE READ THE ATTACHED FILE OF ALL COMMUNICATION WITH RTG CUSTOMER SERVICE. Today I called and was told there was nothing RTG could do until they heard from the product manufacturer. I want the item picked up and returned for my full refund. They do not want to uphold the items they sell on their website. They have not attempted to contact me or reach out to me to simply explain the process or where we stand. This is poor customer service!

  

  Business Response

  Date: 07/18/2024

  Dear BBB,
  
  The customers complaint has been received.
  
  On behalf of Rooms To Go, please express our sincere apologies to our customer for any lack of communication or professionalism they may have experienced.
  
  We will be reviewing further with the corresponding management team to investigate and address all issues as deemed necessary.
  
  In regards to the matter with the furniture, we have reviewed the account and show this was a vendor direct purchase. regrettably these type orders are not shipped by Rooms To Go nor do we carry stock in our inventory. In view of this, all transactions after the sale are handled via liaison and the vendor. Currently, we have been made aware the customer was informed in writing of the next steps to finalize this matter. A liaison has also spoken to our customer to advise.
  
  We trust this claim is settled.
  
  Thank you for bringing this matter to our attention.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21995065
  
  I am rejecting this response because:

  I was instructed there is a 10 day wait period per the email from ***************.  

  I will mark the issue as satisfied after my 10 day wait period as instructed by email from *************** and see there is a credit in my billing.  As I checked today there is no credit for this item and I have made **************** Services aware of this issue as well.  It would be wonderful if I could actually get a phone call from management as to how this issue will be handled.  

  I have attached my phone number to every email I have sent and have been available to discuss this issue.  I did go to The Colony store Tuesday July 16 and it was nice to have someone actually listen and attempt to get us answers although I was told they cannot do anything with online orders.  While I understand only after the problem that this is a special order - NEVER IS IT MADE AWARE ON THE WEBSITE TO THE CUSTOMER UNTIL AFTER THE PURCHASE - this would certainly have been a deciding factor in my purchase.  

  Please see my updated communication list attached.  I will continue this list until the matter is settled.  

  I finally received two (2) emails yesterday from *************** who provided "I only work part-time Wednesday, Thursday and Friday" as to the reason she did not get back in touch with me or follow up on our issue.  Today I did receive a phone call from *************** who began asking "Did you receive my communication?"  I responded to her email the previous day with a read receipt to each.  Is there a break down in your process?  Is there an issue with how you provide customer service?  I was again told how she is part time and only received my email this week.

  May I ask how this is my fault that RTG only has one (1) customer service personal who works three (3) days a week part-time?  Why was I told in previous phone calls that the special order department does not have a telephone?  It seems constant excuses from RTG for a huge customer service breakdown and dropping the ball.  

   

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

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

  

  Business Response

  Date: 07/23/2024

  Dear BBB,
  
  This is in response to the latest reply to our office.
  
  We appreciate our customers feedback and understand their concerns however, we believe our position was expressed on the previous response.Our customers rebuttal has been forwarded to our special orders office for review and follow up with our customer directly.
  
  Respectfully,
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  Date:07/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband, I went into rooms to go to purchase a microfiber couch. We were replacing a 10-year-old couch that had finally broken. The most important thing to us was that we had pets, it needed to be a pet friendly material. I have plenty of friends and relatives with microfiber couches that do not scratch rip or tear. We were pointed in the direction of several couches. I was very explicit that it needed to be a pet friendly material. I was told all microfiber is. Never were we told of a no refund policy. I never wouldve gone for that. Paid for an extended warranty even. Bought the couch. It was delivered at noon and by 230. Im seeing puncture marks from my eight week old kitten. Not from scratching on the couch just from walking on it . Hes 2.4 pounds of last week at the vet. I can verify that with records. He walked along the back of it and it left punctures. he walked on the arm rest, same thing happened. I called within 2 1/2 hours of receiving the couch and they just shut me down. No refunds/no exceptions. This is clearly not a good product. I told him what I wanted when I went in . We were misled. We were never told they had a no refund policy because no sane person would buy something for $3500 knowing there was no way to return it. I will not be paying for it one way or another. This particular couch is clearly not a good product. They need to standby what they sell Even if I didnt pay and hurt my credit scores, I dont want piece of c*** furniture in my house. I want nice things. I havent even let the dogs get on it. God only knows what will happen then if I walking 2 1/2 pound kitten, scratches it up.!!

  

  Business Response

  Date: 07/18/2024

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Please express our sincere apologies for any misunderstandings or inconvenience experienced regarding their purchase.
  
  With respect to this situation, we do not know what was asked or stated at the point of sale. However, we do not advertise the furniture we carry is pet damage resistant or proof. Consumers would be responsible for the general care and protection of the furniture they purchase.Please understand we offer a 1-year warranty against manufacturers defects and workmanship as stated on our Terms and Condition of Sale located on their sales receipt given at the point of sale. Our return/ cancelation policy is also outlined on said invoice for our customers to review at their convenience. It is extremely unfortunate the damage was caused right after delivery. Nonetheless, consequential damage is not covered by the stated warranty.
  
  Although we sympathize with their concerns, we apologize for being unable to comply with their request due to the reasons explained above.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant 

• Initial Complaint

  Date:07/15/2024

  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 bedroom and living room furniture with rooms to go. We had issues with the loveseat right after purchase and had to have the reclining mechanism replaced after much back and forth, multiple phone calls and arguments with the company. July 14th less than 30 days AFTER the extended warranty ran out the motor in the loveseat quit working the loveseat is in a permanent extended position and the company will not honor or stand by its product. We have had multiple issues with this particular piece of furniture since purchase and just want it repaired or replaced

  

  Business Response

  Date: 07/18/2024

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Rooms To Go offers a 1-year warranty against manufacturers defects and workmanship 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 6.18.22. Our customer purchased an extended service plan powered by Guardian. This expired as of 6.22.24.
  
  Our office has reviewed the account in its entirety. Records reflect the issues with their reclining console were addressed in 2021 with a mechanism part order placed with the manufacturer. Since their installation service on 3.08.22, we show no records of any verbal or written communication in reference to any further issues with the furniture until now. Like most retailers, we stand behind the products we sell under the terms of the purchase contract.
  
  We apologize; however, we would be unable to pursue any action due to the reasons explained above.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21990940
  
  I am rejecting this response because:

  The furniture is in a permanent reclined position and is less than 30 days outside of the extended warranty. We can't use the furniture in its current condition and given the price we paid for it, certainly expected it to last longer than three years.
  
  Sincerely,
  
  Christie Field

  

  Business Response

  Date: 07/22/2024

  Dear BBB,
  
  Our office understands our customers views. We apologize for the situation they are experiencing. Unfortunately, we would be unable to send any of our warranty contracted technicians out to the home as previously outlined. We may only advise checking in their local area for a repair company.
  
  Thank you for your understanding.
  
  Respectfully,
  
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 21990940
  
  I am rejecting this response. We paid cash for our living room and bedroom furniture  and expected it to last more than three years. As disappointed as we are that the exteneded warranty is about two and a half weeks outside of the coverage period we would have paid a tech to come out and fix the issue but that wasn't even offered by the store. As a result, we had to go out and buy a new loveseat this past weekend.  The new loveseat is not from Rooms To Go and we will never purchase furniture from the company again. We do not appreciate this kind of treatment and expect better from an ***************** We are extremely disappointed in the lack of customer service this company exhibited throughout this entire process.

  
  Sincerely,
  
  Christie Field

• Initial Complaint

  Date:07/15/2024

  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.

  My phone number to check the account - ********** I used my guardian protection for my sofa and I was asked to go to store and reselect since the same piece was no longer available. I went to store and selected the furniture and paid the price difference using RTG credit card.RTG people came in and picked up the damaged furniture and then after few days they delivered the new furniture that I picked. After 1 month of the delivery, I saw new charge of $1725 on my RTG credit card. This was not expected as I already returned the damaged furniture for which Guardian approved my claim. I do not understand why I am charged $1725 when I already returned the damaged furtnire back to RTG. The people from RTG came and picked up the damaged 3 piece sectional. I want to complaint and make sure that I am not charged this amount since I already returned the damaged 3 piece sectional.

  

  Business Response

  Date: 07/17/2024

  Dear BBB,
  
  We are in receipt of this complaint.
  
  In regards to our customers claim, we have reviewed the account in its entirety. Our records reflect they were given the authorization to reselect the 3piece sectional in the home to a different living room set equal in value paying the difference should it be greater. Furthermore, upon authorization, the customer only stated they did not have the cushions. Concession was made. However, the delivery company shows the customer did not return the entire wedge nor the right arm facing loveseat because they disposed of those pieces.
  
  Rooms To Go, like most all retailers, requires the consumer to return the product in exchange for replacement merchandise or a refund as is stipulated on their purchase contract. The monies from the old product transfers to the new product upon pickup. Please understand these are standard business practices industry wide.
  
  We show no record of anyone authorizing a different course of action in exchange for brand new furniture. However, if they have documentation stating they were advised differently, please provide it for further review.
  
  Otherwise, we apologize we would be unable to comply with their request as they would be responsible for the charges.
  
  Thank you for your understanding.
  
  Respectfully,
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  Date:07/13/2024

  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 ordered a king size mattress from this business in ******* and have that same mattress delivered in ******, *****. The mattress it was delivered was the wrong size I ordered a king and a queen was delivered. I had purchased this as a gift, surprise, for my son. when my son called me to inform me of the mistake, the delivery people had already left. I called immediately the furniture store and they told me that it was my mistake even though I kept telling him that I requested **** they wanted to charge an additional $150 to make the switch even though I kept telling them that I asked for a king, not a queen. Unfortunately, I was not there for the delivery and was not able to confirm the correct mattress.

  

  Business Response

  Date: 07/15/2024

  Dear BBB,
  
  Please express our apologies, for any misunderstanding our customer may have had regarding their purchase.
  
  Our records reflect they received the merchandise they paid and signed for as their purchase invoice indicates. We do not show a king ******** was ever selected and paid for. Furthermore, product and pricing information is available on placards in our showroom locations for our customers convenience.
  
  If they have a written price quote from the store or an invoice showing they selected and paid for a king ******** they can send you,our office will gladly review it. Otherwise, we would be unable to upgrade their queen ******** to a king size at no charge to the customer.
  
  We apologize for being unable to comply with their request as there is no evidence to support their allegations.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant