Complaints
This profile includes complaints for Rooms To Go's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,661 total complaints in the last 3 years.
- 423 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/16/2024
Type: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 AssistantInitial Complaint
Date:07/16/2024
Type: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 AssistantCustomer 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 AssistantInitial Complaint
Date:07/15/2024
Type: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 AssistantInitial Complaint
Date:07/15/2024
Type: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 replacedBusiness 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 AssistantCustomer 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 FieldBusiness 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 AssistantCustomer 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 FieldInitial Complaint
Date:07/15/2024
Type: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 AssistantInitial Complaint
Date:07/13/2024
Type: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 AssistantInitial Complaint
Date:07/12/2024
Type: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.
Please note that on June 19 my order was delivered to The ***** K **************** for shipment to the ****** Bahamas. My items was then ship during the next sailing date which was June 25 arriving ****** June 27. I then had the items cleared customs and paid the necessary fees on June 28 and received my items. As I open the boxes and then realized that a item (Coffee Table) was missing. See that it was a weekend I then followed up with the *************** (************) on Monday. As I was back and forward with the ************ to determined that no items was left behind and they had nothing for me. They then advise me to request a delivery receipt from Rooms to Go to determine you signed for the item. As I tried for a few days to finally to get someone to provide this receipt. I then forward back to the ************ say that Rooms to Go supposedly delivered everything. Because Rooms to Go is saying ***** signed say they did. However, the ************ insist that they shipped what was deliver. The ************ said the delivery guys off load the shipment themselves and load the pallets. The ************ then provided me with a 44 minutes video recording showing Rooms To Go delivery truck arriving, offloading, packing and wrapping the pallets. During this video recording, you can see the delivery guys realized that they was short an item, as the recounted and searched franticly. However, they obviously fail to report and adjust their paperwork to reflect the shortage and had the ***** signed for something they did not delivered. I contacted Rooms To Go about my findings and shared the video with them that I got from the ***** K for them to see the issue. However, they refuse to look at the recording and is sticking to their script the ************ is responsible for my table that was not delivered by Rooms to Go.Item Missing is SkU ******** ************ Contact Information *************************** ********************* ************Business Response
Date: 07/17/2024
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.
With respect to their situation, our records reflect each item on the customers export order was accounted and loaded for delivery and delivered to the customers shipping company on *******. The shipper signed off on each piece upon accepting the delivered furniture. In addition, we had the delivery companys manifest including the warehouse return logs reviewed and found no discrepancies.
Our office has reached out to our export liaison. In the interest of customer care, we have authorized a new cocktail table be sent out to settle this claim. Said office will reach out to the customer directly via email in order to finalize.
We trust this claim is finalized.
Thank you for your time.
Sincerely,
********************
Presidential AssistantCustomer Answer
Date: 07/17/2024
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:07/12/2024
Type: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 a living room set and we're persuaded to buy an extended warranty. We We told the warranty covered everything including fabric tears and even if our dog caused it. I recently filed a claim due to the fabric shredding and a seam inraveling My claim was deniedBusiness Response
Date: 07/15/2024
Dear BBB,
We are in receipt of our customers claim.
********************** offers a 1-year warranty for manufacturers defects as stated on the terms located on their purchase receipt. Theirs expired on 2.11.24. 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 in its entirety. Since date of delivery, we show no record of any verbal or written communication regarding any issues until 6.22.24. Fortegra approved service to evaluate the living room pieces reported. Unfortunately, pilling and stitching issues are not a vendor related defect. Consequential damage is not covered under the plan; therefore, ******** denied the claim. They did;however, approve a part order for a new USB port. The part is being shipped to the customer.
Although we value our customers business, please understand we are abiding by the guidelines within the contract. We apologize for being unable to comply with their request due to the reasons explained above.
Thank you for your understanding.
Sincerely,
********************
Presidential AssistantCustomer Answer
Date: 07/15/2024
Complaint: 21980798
I am rejecting this response because:
We were strongly persuaded to buy the extended warranty and were told it covers everything. We We not given a contract to read until after purchase. Now we are finding out that what we were told was not true. Therefore I would like Rooms to Go to honor what they told us.
Sincerely,
***********************Business Response
Date: 07/19/2024
Dear BBB,
Our office understands our customers views. However, we do not know what was told at the point of sale. We are only able to abide by the terms of the contract they agreed to. If they have any documentation provided at the point of sale that states any exceptions would be made, we would be happy to review. Otherwise, our position as outlined previously remains unchanged. The customer would need to discuss the matter further with ******** regarding their decision.
Thank you for your understanding.
Sincerely,
********************
Presidential AssistantInitial Complaint
Date:07/11/2024
Type: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 couch and matching loveseat from Rooms to Go. They talked us into purchasing the extended warranty, stating that everything was covered no matter what and if they could not fix it, it would be replaced with the same item or a new replacement of the original couch was not available. The seat cushion threading has come apart and when I contacted the warranty company they are saying it is not covered. This is the structure of the couch. I also contacted the store and they said they can do nothing. So basically they are lying to customers to get them to purchase an extended warranty. This is false information and advertising. I just want the couch repaired. They basically told me sorry nothing can be done. My question is if the material is not covered what is? Very annoyed and will never purchase from them again. I feel other people need to know so they dont get conned.Business Response
Date: 07/15/2024
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 as stated on the terms located on their purchase receipt. Theirs expired as of 5.21.23. 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. This information was provided to them at the point of sale to go over at their convenience.
With respect to their situation, we have reviewed their account in its entirety. Our records show that since date of delivery, we show no verbal or written communication regarding any issues until 5.1.24. They were redirected to Fortegra for service approval. Unfortunately, the issues with their living room furniture is not vendor related. According to the picture the customer provided your office, it appears to be consequential damage. If they can provide documentation from the point of sale supporting they were exempt from the terms of the contract, we would be happy to review. Otherwise, we can offer a prorated refund of the remaining portion of their service contract. Please let us know.
Although we value our customers business, we apologize for being unable to comply with their request due to the reasons explained above.
Thank you for your understanding.
Sincerely,
********************
Presidential AssistantInitial Complaint
Date:07/10/2024
Type: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.
07/10/2024. Charged ***** as a late fee for ****** payment. I was told by ****** stated he was the Manager" I paid my account to Early". No resolution skills as my statement shows I paid on June 26, I paid on June 4. My statement doesn't reflect such. I made a ***** payment of which I paid twice for June ***** plus a Late fee of ***** . I want this removed and I want my monies reimbursed This is unfair as consumer. Make me whole is what I'm seeking.Business Response
Date: 07/15/2024
Dear BBB,
We are in receipt of this claim.
On behalf of Rooms To Go, please express our apologies to our customer for any inconvenience they may have had regarding their finance account.
Please understand that Rooms To Go is solely the retailer.Synchrony Finance paid us when the customer received the **********************************, we do not have access to their records nor their billing/payment guidelines. Therefore, the customer will have to direct this complaint to the finance institution as this is out of our jurisdiction.
Thank you for your understanding.
Sincerely,
********************
Presidential Assistant
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