Complaints

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

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• 

  Rooms To Go

  11540 E US Highway 92 Seffner, FL 33584-7346

  
• 

  Rooms To Go

  1821 W Brandon Blvd Brandon, FL 33511-4811

  
• 

  Rooms To Go

  3520 Tamiami Trl N Naples, FL 34103-3703

  
• 

  Rooms To Go

  6889 W Newberry Rd Gainesville, FL 32605-4314

• 

  Rooms To Go

  8620 Jw Clay Blvd Charlotte, NC 28262-8418

  

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

• Initial Complaint

  Date:05/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought 2 recliner leather sofa at 06/19/2024 from Rooms to Go . Sofas are beige color. A few months later their colors are started changing specifically from hand rest areas . I reached out to the customer service and explained the situation with pictures they asked , and they will come up with these colors changes are not under factory warranty and need to buy a warranty packet are for color change. They not even come to my house and checked. *** stop find a solution. Please help me Thanks Sevgi

  

  Business Response

  Date: 05/12/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Rooms To Go offers a 1-year warranty for manufacturers defects as stated on the terms located on their purchase receipt. This expires in June 2025. Since date of delivery, we show no records of any reports regarding any issues with their furniture until now.
  We have reviewed the documentation our customer provided our customer care department. Unfortunately, the issues that are happening to the arm of the sofa is considered consequential damage.
  Regrettably, we would be unable to offer a course of action for this.

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

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23311196
  
  I am rejecting this response because:

   

  im expecting from company to send someone to check to customer complaint on site instead of trying to figure out from the pictures, same color change issue happening in the other parts of the couch as well. Also, we have another same model couch easy to compare. Attached a picture from sitting area 

  
  
  Sincerely,
  
  Sevgi Kara

  

  Business Response

  Date: 05/19/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  We regret a service would not be sent out for issues not covered under the terms of the 1year warranty. Please note that the furniture in question was not delivered in 2024 in this condition. Unfortunately, our position as outlined in our previous response remains unchanged.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:05/09/2025

  Type:Sales and Advertising 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 couch in June of 2024 with a credit that we received from the company because of a warranty. We purchased a couch and a few other items and the total was more than the credit which we elected to put on our rooms to go credit card. We have a credit card with rooms to go that is in good standing with plenty of credit on it (this is information that you will need later). In November 2024, my husband started to get calls from the bank servicing rooms to go credit card saying that I was delinquent (the company has never reached out to me specifically nor is my husband an authorized user on my account). I went to check my rooms to go card and it was current so we thought it was a scam. This continued to happen through the holidays. Again never to me who is the card holder but to my husband. In January, a random rooms to go account finally shows up on my dashboard for the bank servicing the rooms to go card. An account that I had closed back in 2020 and that I had never used since 2020. I got a new account in 2023. We finally got to the bottom of what was going on. Rooms to go fraudulently opened my closed account instead of charging the correct account that we had given them when we purchased the couch and also charged a much higher amount to the card then what we had originally purchased basically they charged the full amount instead of applying the credits that we had. We put a fraud check on it because the card was opened fraudulently and the amount was wrong. Mean while the couch we had purchased had completely fallen apart so we called and asked about the warranty we purchased. Rooms to go said they couldn't or wouldn't help us unless the fraud claim was removed from the account (that they opened without permission). So if we wanted a replacement we would have to remove it. So we did - then they said it would take 60 days to remove it. Its been 5 months - the fraud alert is still there on the unauthorized card. The store has been no help and so rude.

  

  Business Response

  Date: 05/13/2025

  Dear BBB,
  
  We are in receipt of this claim.
  
  In regards to this inquiry, we are investigating further with our accounting office. We will follow up with our customer as soon as information is acquired.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:05/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased the extended warranty on the sofa and chair that we purchased approximately 1 1/2 - 2. years ago, unsure of the exact date. Our order number is 285-46123. I filed a claim on the sofa cushions which are sagging and not firm any longer. I received a call from *** saying, sorry but cushions are not covered under the warranty,. Then I called them today in reference to a new claim because the sofa material is (they called) fading and again was told sorry but that's not covered. The warranty that *** offers is just a money maker for them, the don't cover a **** thing, sorry, why do we pay good money for the product and then more for the warranty and they cover nothing. Guess I should have had my dog damage it an maybe it would have been ***aired but probably not. We like everyone else works hard for their money and get ripped off and little to no service. I try hard not to take it out on the ** *** because I have been in that business my entire life and I realize it's not their fault. I will NEVER Recommend and/or refer anyone to RTG EVER!!

  

  Business Response

  Date: 05/12/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Rooms To Go offers a 1-year warranty for manufacturers defects as stated on the terms located on their purchase receipt. This expired in September 2023. They purchased the extended service contract powered by Fortegra.Their guidelines of what is/ is not covered is clearly outlined under their website and the paperwork provided at the point of sale.
  We have reviewed the account in its entirety. ******** approved a service claim for their living room pieces. Unfortunately, the issues with the furniture was deemed to be consequential damage not vender related defects; therefore, not covered under the terms of the contract. Given the length of time passed the 1year warranty, we would be unable to provide any course of action. They will need to reach out to ******** to discuss the denial of their claim.

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

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23309623
  
  I am rejecting this response because:
  
  

  I never received the response that you sent from RTG, My apologies in not responding in due time but it was not received.. I  am very unhappy with what is covered in the additional insurance that we take out. It is just a waste of hard earned money. I appreciate your efforts to resolve/ I will never recommend for deal with RTG again!.

   

  Thanks,

  ****** and ***** *******

  

  Business Response

  Date: 05/30/2025

  Dear BBB,
  
  Our office understands and appreciates their feedback.Unfortunately, our position as outlined previously remains unchanged.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:05/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In Oct. last year I bought a wooden bunk bed set with stairs for drawers, for my 7yr. grandson from ***. I also purchased their extended warranty, Guardian. In March this year, my grandson tripped up those stairs. He reached for the safety rail, and it gave way. He later went up those stairs again, and tripped at the top of the stairs. As there was no safety rail to hold onto, he fell onto the bed, rolled across the bed, and the safety rail gave way. He fell off the bed, and he has not slept in that bed since. I filed claims with ***, and Guardian. *** sent out a technician. Their technician said the safety rails were not repairable. *** and ******** both refuse to honor their warranty. The entire bunk bed set needs to be replaced. I feel this wooden bunk bed set is unsafe, and I would like the metal frame bunk bed set instead. Thank you.

  

  Business Response

  Date: 05/09/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Rooms To Go offers a 1-year warranty for manufacturers defects as stated on the terms located on their purchase receipt.
  Actions have been taken in order to evaluate the issues the customer reported. Unfortunately, consequential damage is not covered under the terms of the warranty nor under the terms of the extended service contract our customer purchased.Our office has spoken to the customer and have addressed their concerns. Although we would be unable to comply with their request, we presented a course of action as a gesture of good will. The customer refused our offer.
  Regrettably, we would be unable to consider or pursue any other action due to the reasons explained above.

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

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23304432
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:05/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a living room set and they have been out 4 times to correct issues. 1st time the wrong set was delivered. 2nd time a defective ***lacement was delivered. 3rd time a service *** came out and could not fix the issue. 4th time a defective ***lacement was delivered again with missing pillows. Now they are trying to redeliver again and Ive already lost 4 days of work, this will be 5 and I make 90$ an hr so Ive lost a large amount of money already. At this point they should have me speaking with management discussing some type of compensation.

  

  Business Response

  Date: 05/09/2025

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

• Initial Complaint

  Date:05/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rooms To Go delivered a defective dining table that could not be assembled. I experienced unprofessional customer service while attempting to resolve the issue, was promised a partial refund that has not been honored, and the table is now priced $77 less than what I paid just days ago.

  

  Business Response

  Date: 05/08/2025

  Dear BBB,
  
  This is in response to this claim.
  
  Our records reflect all appropriate actions have been taken on the customers account and that their concerns are in the process of being addressed to include a replacement delivery set for this week. We have also been made aware our online store has made the price adjustment according to company guidelines. As far as accommodation, the customer was advised it would be submitted once the pending delivery is finalized.
  
  We trust this claim has been answered.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23299637
  
  I am rejecting this response because:I do not feel it adequately addresses the inconvenience and poor service I have experienced. I was promised a Friday delivery, which has now been delayed to Saturday. This is unacceptable, especially considering that the original delivery on May 7 involved a defective item that could not be assembled. Or an untrained driver that did not posses the product knowledge in order to assemble the table. 
  
  
  To accommodate Rooms To Gos repeated delays, I have had to change my flight twicesomething that has caused me unnecessary stress and financial impact. At this point, I believe I am entitled to a full refund of the delivery fee, not just a partial one.
  
  
  This situation has gone on far too long and has disrupted my schedule significantly. I expect this to be resolved fairly and promptly.
  
  
  
  Sincerely,
  
  Emerald *****

  

  Business Response

  Date: 05/13/2025

  
  Dear BBB,
  
  This is in regards to the latest reply.
  
  Although we understand our customers views, redelivery was rescheduled outside of the normal calendar route in order to accommodate the soonest delivery for our customer. Please note that multiple delivery days are made available in their area; therefore, we would have been happy to reschedule the delivery after the customers return to the home and/or to a date with less of a time constraint for the customer.
  
  Regrettably, we would be unable to present any further monetary accommodations than what has already been presented.
  
  Respectfully,
  
  ******** *.
  Presidential Assistant
  

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a couch on 1/18/2025 online and had issues non stop between delivery, incomplete set up, and now broken part on the couch MONTHS later. **************** is not helpful and it appears that all they want to do is give me the run around. Im not getting anything resolved and this is such a poor experience. Ive spoken to various customer service agents through chat where Ive screenshotted conflicting information where Im being misinformed left and right. I would only find it acceptable if the company remedies this issue after all the trouble and lies from the business associates by 1) refund as I didnt get the quality coach I paid for 2) replacement part ACTUALLY be delivered so the couch can be put together. I have sustained injuries from the couch as it was delivered. I need resolution ASAP

  

  Business Response

  Date: 05/09/2025

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

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23296782
  
  I am rejecting this response because: we are awaiting a response to the issue. Not a response that you will look into the issue. 
  
  Sincerely,
  
  ***** **********

  

  Business Response

  Date: 05/19/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Our office has reached out to our customer and have left our contact details for a return call.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23296782
  
  I am rejecting this response because: Ive return call no response. No resolution. 
  
  Sincerely,
  
  ***** **********

  

  Business Response

  Date: 05/21/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Our office has spoken to our customer and have reached an agreement.
  
  We trust this claim has been settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23296782
  
  I am rejecting this response because: the work is not complete. Until the new replacement couch is received in new condition, theres no true resolution. 
  
  Sincerely,
  
  ***** **********

  

  Business Response

  Date: 05/28/2025

  I spoke to the account holder, Mr. ****** on 5.21.25 and arranged the exchange directly with him. It is scheduled for 5.31.25.

• Initial Complaint

  Date:05/06/2025

  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 purchased a sofa set on 11/03/2022 for $5,717. I also purchased the fortega protection plan. In November of 2024, I filed a claim for a defect in the sofa and rooms to go determined this was no fixable and since they did not make this sofa anymore, I will be given credit to purchase a new set. I accepted this solution. I decided to use my credit on a new set and this set was delivered in December 2024. They took away my old defective furniture and installed my new piece. I started getting mail in April 2025 that I owe $1,169 for a missing furniture piece. From a prior claim, rooms to go picked up the piece in question, however, the driver never updated my account showing this piece was returned. I have called rooms to go and they keep saying I did not return this, which is not true. The delivery drivers must have made a mistake and not updated my account. I also said if they believe this is missing then give back my old furniture and take the new one, however rooms to go refused. I do not owe $1,169 for a missing furniture piece. And now they are threatening to send me to collections. I will happily take this to court and fight this. This is an error on rooms to gos delivery team and unwillingly to exchange back my pieces if they really believe I owe $1,169.

  

  Business Response

  Date: 05/08/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Rooms To Go offers a 1-year warranty for manufacturers defects as stated on the terms located on their purchase receipt. This expired in June 2023. They purchased the extended service contract powered by ********;however, opted to only keep it on the sofa and loveseat and canceled the coverage on the wedge in 2023.
  We have reviewed the account and delivery records in its entirety. In 2024, ******** approved a service claim for stains on their sofa. A resolution for replacement was agreed upon with our customer for the ******* sectional. Regrettably, we show no evidence that supports their wedge piece was surrendered to Rooms To Go. Since, the customer received credit for that piece at time of pickup, the customer is being charged correctly for the balance still due.

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

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23296269
  
  I am rejecting this response because: I have not received any response from them. 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 05/15/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  We believe this claim was already answered. Please see our reply from 5.08.25.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 3 tables: one coffee table, and two end tables. Great Salesman, great delivery, but as usual my issue is with *** customer service. I should know by now they will make their problem (a broken table) my problem, but it appears that I am stuck with the broken table I received.The customer service people do not listen and they do not ever try to fix what they delivered when it arrives broken

  

  Business Response

  Date: 05/06/2025

  Dear BBB,
  
  This is in response to this claim.
  
  We have reviewed the account in its entirety. Our records reflect the concerns brought forth were addressed and different options to resolve were presented to the customer. Unfortunately, the options were rejected.We are unable to present any other course of action.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23292630
  
  I am rejecting this response because:  (1)  No options were listed in your response to me.  and (2) RTG basically wants me to fix something that does not appear to me to be fixable.

  I have 2 end tables.  One end table allows the bottom shelf or slate to come out and be replaced.  The other end table will not allow me to remove the slate (bottom shelf) of the table.  My guess is that it's jammed or will not come out due to the fact it's broken.  As I explained previously, the delivery driver showed me the problem and stated he had tried to remove the slate (bottom shelf of the table ) and he could not do so.  

  Also: While it should not be necessary, I purchased the protection plan and if YOU WILL NOT REPAIR THE BRAND NEW TABLE, then fix it under the protection plan.  THIS IS UNBELIEVABLE!!!

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

  

  Business Response

  Date: 05/12/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Our office has reached out to our customer and provided the offers they were previously presented with.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23292630
  
  I am rejecting this response because:

   
  
  No Mam, that is not what occurred.  Sounds good though, too bad the *** and the Manager never bothered to get that far.
  
   
  
  Yes, the first ****** that I spoke with suggested that the slate or panel that is broken could be replaced.....but as I explained to her, that panel is not loose, it is broken and jammed into the lower part of the table and it cannot be removed.  (Now if someone breaks it further, I am sure that it will come out based on the material I am looking at, but I do not believe the new panel will be able to slip into place ...THE LOWER PART OF THE ***** IS DAMAGED.)
  
   
  
  What the woman said to me, is that there were no other tables available and that I did not need a new table anyway!  Then she said:  Well, I GUESS we can place an order for a new panel (piece of slate) and then when we get it we can ship it to you, and you can put it in!  THAT  IS WHAT SHE OFFERED!  I said:  No, that will not be acceptable because the current panel is jammed into the lower space and it will not come out. ( I also stated that the head of my delivery team told me the minute he put the table in place, that the shelf was damaged and that he could not remove it.  He also stated that while the company should call me on the damage, I can call in as well.  THE COMPANY NEVER BOTHERED TO CALL ME.)
  
   
  
  The woman insisted that was all she could do, so I asked her why one of the end tables (still in the showroom) could not be substituted for my damaged table.  She said:  No, we don't do that.  She never bothered to say the company was sorry that the table was shipped to me, damaged ----which is the first thing a *** should say.  
  
   
  
  I asked to speak to her manager and she said ok:  and when she came back on the line to transfer me she said:  Ok, now I will transfer you to my manager and he will tell you the same thing.  REALLY????  Unbelievably rude!   And she was right...... he never said:  I am sorry about the damaged table either, and he simply repeated what the woman said.  
  
   
  
  AND:  THIS NEXT OFFER NEVER HAPPENED:  
  
   
  
  "Therefore, you were offered the option to reselect to a different set equal in value or keep what you have for a discount. These too were rejected."  NO!!!! They never offered to do that!
  
   
  
  If the just above offer had been made I would have said : Fine I will accept a discount for the damaged table!  Not only are these **************** people in  need  updated training on how to handle a damage issue, they were lying to you when they said they made the last offer to me.
  
   
  
  I will await your offer on the damaged furniture..............Unfortunately, I am a previous **************** Training and Quality Executive..............This is the second time I have received POOR customer service from your *** team.   Bear that in mind when you make the offer regarding the discount for the table.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 05/16/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Our office has reached out to our customer and provided the requested information.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant
  

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction Information: Order Number: ********I Date of Purchase: 12/03/2024. Item Name: ***** Beige 5 ************* Reclining Sectional The rightmost sectional piece of the sofa (when facing it) has developed a structural defect, causing the rightmost side to sit lower than the left. This uneven sloping makes the couch unstable and uncomfortable to use. Additionally, the frame emits loud creaking noises when bearing weight, suggesting internal damage. These issues arose within approximately two months of delivery. Multiple attempts to resolve the issue through Rooms To Go **************** (RTG CS) under the limited product warranty were unsuccessful. I had repair technician appointment with ***** ****** scheduled for 04/11/25, however, the technician failed to appear on the agreed-upon date without providing prior notice. The appointment was rescheduled, and on 04/25/2025 ***** arrived to inspect the couch. The technician was unable to fix the issue, and claimed that he would escalate it to RTG CS for possible replacement and advised that I should expect a call from RTG CS by 05/02/2025. After ****** failed to reach out to me by the said date, I entered a chat with Jaqs from *** online CS to inquire about the status of the claim, and the online agent told me that the service report was falsely marked as repaired. Rooms To Go has violated the terms of its limited product warranty by failing to honor the repair or replacement of a structurally defective sectional sofa within a reasonable timeframe. The relief I am seeking is the replacement of the defective rightmost sectional piece of the sofa, as the damage falls within the scope of Rooms To Gos limited product warranty and has not been resolved through prior service attempts. Since the defect significantly affects the stability, usability, and structural integrity of the furniture a replacement of the faulty section is the appropriate and fair remedy.

  

  Business Response

  Date: 05/06/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  A resolution has been agreed upon with our customer and have addressed their concerns.
  
  We trust this claim is settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant