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:05/05/2025

  Type:Billing 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 SENT ***** ORDERED (SHIPPED DIRECTLY FROM THE VENDOR) THE PACKAGES ARRIVED DAMAMGED. ROOMS TO GO WAS CONTACTED AND I WAS TOLD THAT I WOULD RECEIVE A CREDIT TO MY ACCOUNT. THE ***** HAVE NOT BEEN RETURNED BY SHIPPER AND THE CREDIT CARD ISSUER ************** IS PETIONING TO COLLECT MONEY THAT IS NOT OWED TO THEM.

  

  Business Response

  Date: 05/05/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Our office would be more than happy to research our customers situation; however, we are unable to locate an account under the information they provided your office.
  
  Please have them provide you with their order number and primary account phone number associated with the account in order for us to investigate this matter further and proceed with a prompt response.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23287396
  
  I am rejecting this response because:  I have received information indicating that Rooms to Go and ************** have alleged receipt of items that were returned.  I have called Rooms to Go several times and was told that this issue would be handled and my account credited. Now this has created many problems for me and my family along with defamation. 
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 05/09/2025

  Dear BBB,
  
  This is in reference to the latest reply.
  
  As previously outlined, we are in need of information in order to locate this customers account and investigate the allegations expressed. Please have them provide the requested details to proceed with a prompt response.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:05/04/2025

  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.

  Called Rooms To Go on 5/4/25 at 11:50am to update my phone number. I was able to speak to an agent who stated that my card has been cancelled on 4/29/25 due to fraudulent charges reported. I remembered I made the purchase that was reported for fraudulent and had called rooms to go to tell them it was a legitimate charge. I asked when the charges had been reported, and the agent stated January 2025. I told the agent I had called back and said that the charge was legitimate and for the dispute to be cancelled. I asked the agent why it took 5 months to cancel my card, the agent had no answer. I asked the agent to update my phone number but she refused to update my phone number. I am wanting a resolution and for the agent to give my an apology. I was depending on making this purchase because i really needed the item.

  

  Business Response

  Date: 05/05/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Our office would be more than happy to research our customers situation; however, we are unable to locate an account under the information they provided your office.
  
  Please have them provide you with their order number and primary account phone number shown on their invoice in order for us to investigate this matter further and proceed with a prompt response.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:05/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a brand new couch on 2/13. Couches was delivered broken on 3/3. Filed a complaint with rooms to go and was told a part would need to be ordered. Part has yet to be ordered and there is no ETA as to when the part will be available. I want a brand new couch delivered or my money refunded. Paying almost $3000 for a brand new broken couch and no solution is ridiculous

  

  Business Response

  Date: 05/06/2025

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

  Customer Answer

  Date: 05/14/2025

   
  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:05/01/2025

  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 purchases a ***** ******** sectional in May 2023. I filed a claim early April 2025 due to a piece of wood has come undone on the back of the sleeper sofa and as you sit you can hear it going back and forth. Also when you sit on the chaise it sinks in and the springs squeak as well as the wood on the edge of the chaise. The *** from *** came out on 4/9/2025 and stated he would put in the ***ort. I heard nothing back so I called on 4/30/2025 to see what they came up with. I was told ******* denied the claim and to call them if I want to dispute/appeal their decision. I called ******* and they advised me the claim was denied due to the *** *** stated the structure damage is not a manufacturer defect. How so? The damaged wood and *********** are on the inside of the sofa/chaise and the wood is loose due to poor workmanship. There are no damages to the sectional, no rips/tears, holes nothing! So how can that not be from poor workmanship and bad springs/wood placed on the inside of the sofa/chaise. I have purchased my entire home from *** and this is baffling to me that they are NOT STANDING behind a product that they sell. The R2G staff and mgr ********* pretty much seemed like "oh well" it's not covered but no one can explain how I, the consumer, is responsible for workmanship and springs when the unit is in good condition. Nothing wrong with the front of the back of the chair just the back. It should be something that can be done these companies take our money and we pay for service agmts/***air services yet they cover NOTHING although it is not at the fault of the consumer. I will never do business with R2G again! I have uploaded photos to show there is NO exterior damage to the unit. The photo where my finger is shows where the wood is leaning against the back. Unfortunately I can't upload a photo of the spring issue with the chaise.

  

  Business Response

  Date: 05/05/2025

  Dear BBB,
  
  This is in response to this claim.
  
  We have reviewed the account in its entirety. Rooms To Go offers a 1year warranty against manufacturers defects. Theirs expired as of April 2024. The reported issues fell under the purview of the extended service contract powered by Fortegra. The account shows an agreement has been reached and their concerns are in the process of being addressed.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23274811
  
  I am rejecting this response because:

  The issue has not been resolved and there has not been an agreement reached.
  The company R2G speaks of has advised me the R2G *** stated there is no damage however there is wood/cardboard unattached from the frame if my furniture on the backside of one piece and on the other it sinks in when you sit and squeals. The *** *** stated its no manufacture defect but theres wood loose and no damage on the outside of the furniture. Its a $2000+ sofa and the service agmt is being based off what *** sent their 3rd party company who works under them. I wish I could upload the video of the sound of the broken wood. Theyre also refusing to supply me a copy of the actual R2G determination notes sent to their 3rd party company ******** so that I can submit all documents to the Consumer protection division, AG and other relevant agencies. 
  
  Sincerely,
  
  ******* *****

  Customer Answer

  Date: 05/20/2025

   
  Complaint: ********
  
  I am rejecting this response because:

  I submitted a complaint (********) and it was closed; ******* *. Pres. ****. stated I was in agreement with them which is NOT TRUE... I purchases a ***** ******** sectional in May 2023. I filed a claim early April 2025 due to a piece of wood has come undone on the back of the sleeper sofa and as you sit you can hear it going back and forth. Also when you sit on the chaise it sinks in and the springs squeak as well as the wood on the edge of the chaise. The *** from *** came out on 4/9/2025 and stated he would put in the ***ort. I heard nothing back so I called on 4/30/2025 to see what they came up with. I was told ******* denied the claim and to call them if I want to dispute/appeal their decision. I called ******* and they advised me the claim was denied due to the *** *** stated the structure damage is not a manufacturer defect. How so? The damaged wood and *********** are on the inside of the sofa/chaise and the wood is loose due to poor workmanship. There are no damages to the sectional, no rips/tears, holes nothing! So how can that not be from poor workmanship and bad springs/wood placed on the inside of the sofa/chaise. I have purchased my entire home from *** and this is baffling to me that they are NOT STANDING behind a product that they sell. The R2G staff and mgr ********* pretty much seemed like "oh well" it's not covered but no one can explain how I, the consumer, is responsible for workmanship and springs when the unit is in good condition. Nothing wrong with the front of the back of the chair just the back. It should be something that can be done these companies take our money and we pay for service agmts/***air services yet they cover NOTHING although it is not at the fault of the consumer. I will never do business with R2G again! I have uploaded photos to show there is NO exterior damage to the unit. The photo where my finger is shows where the wood is leaning against the back. Unfortunately I can't upload a photo of the spring issue with the chaise.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 05/27/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  ******** agreed to send a 2nd evaluation to the customers home. That is the agreement that was made as the customer disputed the prior determination made by the extended service company. As previously mentioned,the furniture warranty expired in 2024. Therefore, any outcome is solely determined by Fortega.
  
  Unfortunately, Rooms To Go is unable to present any course of action due to the reasons explained.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant
  

• Initial Complaint

  Date:05/01/2025

  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.

  A couch was purchase with extended warranty from this Rooms to Go location a little over a year ago. The couch started breaking in the middle of the support beams, so we called RtG since it was covered by the warranty. The repairman/inspector determined that the couch was beyond repair and sent in the claim to the store with the promise of getting store credit. We then went into the store to see how much the credit was for and if there were any restrictions. We were told we had $700 plus tax to spend since that was the cost of the couch and the couch was discontinued and we were told we had a month to use the credit. We were not told that this was contingent on anything or that the old couch was required to earn the credit. This NEVER came up, even in passing. This was on April 4th. After visiting the store multiple times we decided we would change up the space since there wasn't a similar couch, so we went ahead and donated the couch to make room for the dresser we wanted. Upon returning to the store today to make the furniture selections, we were discussing wanting to pick up the new furniture rather than getting it delivered. It is only then, that the manager mentions that we need to bring in the old couch to get the credit. He was extremely unhelpful and did not own up to not telling us this or making it clear at any of the 3 times we had been in the store prior. We no longer have the couch because it was broken, so we donated it to goodwill. We had also attempted to fix it before donating it, but apparently that would have also nulled the store credit, which we also were not told. The store needs to take responsibility for not communicating this on the multiple opportunities they had, and count the couch as a total loss since it is no longer in our possession. It is on them to communicate the terms.

  

  Business Response

  Date: 05/02/2025

  Dear BBB
  
  We are in receipt of our customers claim.
  
  ********************** offers a 1-year warranty for manufacturers defects in workmanship. This expired as of December 2024. Our records reflect our customer filed a claim through the extended service contract provider powered by ********. A replacement was authorized under the guidelines of the contract.This was not a store credit offer.
  
  Rooms To Go, like most retailers, requires the consumer to return the product in exchange for replacement merchandise or a refund as is clearly stated on the signed purchase agreement. Please understand these are standard business practices.
  
  Unfortunately, there are no alternative options that may be presented if the sofa in question is not available for return in the same condition it was in when inspected.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23273857
  
  I am rejecting this response because: The sofa in question was no longer made or carried by RoomstoGo. For this reason, store credit was offered. Again, at no point had anyone mentioned the need to bring the sofa in nor in the unrepaired condition. Had this been mentioned, it would have been honored and we would have acted accordingly. 
  

  

  Business Response

  Date: 05/09/2025

  Dear BBB,
  
  Our office understands and appreciates our customers views.Unfortunately, our position as outlined previously remains unchanged.
  
  Respectfully,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:05/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a warranty for my couch from ***. I was advised everything is covered under the warranty. Initially the right arm chaise had to be replaced due to a defect. Now the armless pop up sleeper is coming apart at the seams. I filed a claim to have this repaired/replaced and was denied due to normal wear and tear. This couch is less than 2 years old. We barely use the couch. I reached out to *** who is unwilling to help me.

  

  Business Response

  Date: 05/02/2025

  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 the purchase receipt. Theirs expired in 2024. They purchased the extended service contract powered by Fortegra.Their guidelines on what is/ is not covered are clearly outlined on the paperwork provided at the point of sale and on their website. Since 2023, we show no record of any further issues being reported with the living room set until now. Given the furniture is passed the 1-year warranty, the customer must reach out to ******** for service approval. Please note that consequential damage is not covered by either our warranty or by the service contract terms.
  Regrettably, we would be unable to offer any course of action due to the reasons stated above.

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

• Initial Complaint

  Date:05/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Description: "I purchased a sofa and a TV console from Rooms To Go on May 11, 2024, for approximately $22,979.90. Both items developed defects within the warranty period. The sofa is now more expensive to replace, and the TV console is no longer available. Despite repeated attempts to resolve the matter, Rooms To Go has not offered an acceptable solution. They offered to replace the items, but the replacement sofa is significantly more expensive, and the TV console is discontinued. I am requesting either a full refund or replacement items of equal or superior value."Resolution Requested: "I seek a full refund or replacement of the defective items, at no additional cost."

  

  Business Response

  Date: 05/05/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Rooms To Go offers a 1-year warranty against manufacturers defects as stated on the terms of sale provided at the point of sale. Since delivery in May 2024, we show no records of any issue with the console or sectional until March 2025. Our records reflect we are abiding by the guidelines under said warranty. Neither product is available for exchange; therefore, a reselection to a different sectional or living room set and console unit equal in cost was authorized.If greater, the customer is responsible for the difference in price. Like most retailers, we would not be able to offer more money than what was paid initially.
  
  Regrettably, we would be unable to comply with their request of a refund due to the reasons explained above.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23272574
  
  I am rejecting this response because:

  Subject: Rebuttal to Rooms To Go Response

  Dear BBB,
  

  Thank you for forwarding Rooms To Gos response.

  I must respectfully but firmly reject their position, as their proposed solution is both inadequate and inconsistent with basic consumer protection principles under Florida and federal law.

  Key points of rebuttal:
  

  Timely **********************start="585" data-end="588"> Rooms To Go claims no record of issues until March 2025. This is irrelevant. The critical fact is that the defects arose within the one-year warranty period, and I promptly notified the company upon discovering the defects. Florida law does not require that defects be reported immediately after purchase, only that they arise within the warranty period. Moreover I also paid extra for extending to 3 years full warranty on these products.
  

  Unavailability of Same or *****************************start="999" data-end="1002"> *********** admits that neither product is available for exchange. This is precisely why a reselection or store credit tied to the original price is inadequate and inequitable. Offering me only a product of the same original pricewhen prices have since increasedor forcing me to pay more out of pocket, shifts the financial burden of their manufacturing defects onto me, the consumer. This is fundamentally unfair and violates the Florida Deceptive and Unfair Trade Practices Act (FDUTPA).

  Right to *********************start="1529" data-end="1532"> Under both Florida and federal law, when a warranted product cannot be repaired or replaced with an equivalent, the consumer is entitled to a full refund. The ********-**** Warranty Act specifically protects consumers from being stuck with inferior remedies when a warranty cannot be fulfilled as promised.
  
  Demand for Resolution:
  

  I respectfully demand:
  A full refund for the defective sofa and TV console,
  

  OR
  

  Immediate replacement with products of comparable or superior value, at no additional cost to me.
  

  If Rooms To Go continues to refuse, I am prepared to pursue further formal complaints with the ******************************** and to initiate Small Claims Court action for the full amount, including legal costs, filing fees, and any applicable damages.
  

  I urge Rooms To Go to reconsider its position and resolve this matter promptly, in good faith, to avoid escalation.
  

  Thank you for your attention.
  

  Sincerely, 
  

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

  

  Business Response

  Date: 05/09/2025

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

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23272574
  
  I am rejecting this response because: We were never able to connect with this people. 
  
  Sincerely,
  
  ****** ******** *********

  

  Business Response

  Date: 05/27/2025

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

  Customer Answer

  Date: 05/29/2025

  Better Business Bureau

  
  I have reviewed the response provided by the business regarding Complaint ID ******** and consider the proposed resolution satisfactory.

  
  It is important to note that only after seeking assistance from ************************, various government agencies, and the ******************************** did Rooms To Go recognize the unacceptable way we were being treated as loyal customers.
  

  Sincerely,
  

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

  
  

• Initial Complaint

  Date:04/30/2025

  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.

  4/30/20025 First let me make clear this is regarding Rooms to go delivery, not the sales room.This is the second time in about a year we have been sent a confirmation (making something valid by formally ratifying or confirming it)confirmation of the appointment for a window to be ******* which I took a screen shot of said confirmation time that Rooms to Go requested from me. This morning I get an email with a completely different time so I call customer care and the lady explains to me that they load items 24 hours prior and they loaded my items in a manner that puts me at a different time. I explained that items would be loaded according to their own time schedule and can I speak with a supervisor as this is the second time in around a year. I so happen to get the supervisor "****" he tells me that the window is a courtesy. I explain that there is nothing courteous about "Confirming" an appointment with me only to email me they changed it the next day. He tells me it is not courteous it is courtesy! Are you kidding me???? But also you sent me a Confirmation, which I have proof of. He tells me I can reschedule or cancel?? So a sales person worked for that sale and that is your solution? I have brought this to the stores attention before and yet this happens again with the same supervisor. **** should not be supervising ANYTHING in my opinion if you cannot even provide basic level customer service. He also said there is no one above him to speak with. This reflects so poorly on Rooms to go yet they keep him in delivery and do not even attempt to speak with him about the way he treats paying customers. Second time this has happened. Why is your time more important than my time, I'm the one that confirmed YOUR requested time?

  

  Business Response

  Date: 05/02/2025

  Dear BBB,
  
  This is in response to this claim.
  
  Our office has reached out to our customer in order to address their concerns. We have provided our contact details and are awaiting communication.
  
  Thank you,
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 05/11/2025

   
  Complaint: 23269203
  
  I am rejecting this response because:  I tried to call the number that was left to me back as they asked and I just received a general mailbox, there is no company name or persons name on this Voice mail box. (813) *******). It only says the party that I am trying to reach is unavailable.  They provided no direct number but I did leave a voicemail on the number provided.  
  
  Sincerely,
  
  **** & ******* ******

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

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

  

  Business Response

  Date: 05/19/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Our office has spoken to our customer and have addressed the concerns.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23269203
  
  I am rejecting this response because:  There was nothing addressed.  I did speak with the lady in ******* even though we are in **************.  She asked what happened.  I explained.  I have to assume she did not have the complaint on her.  She said she was sorry if that was my experience.  I asked when I would receive any notification of the outcome and she said I would not.  I would not even be receiving a call from that department.  That it would be handled internally and that I would be provided NO further details whether the situation had even been handled or resolved under the vague umbrella statement of "its internal only".

  Well, I am sorry but that is not a resolution and of course I do not expect personal details to be given to me what so ever but to tell me I will not even be notified or even get a call back that they investigated this matter is ridiculous to call that a resolution.

  I don't believe anything is going to be done and it is further more confusing when I stated that I left a message but there was no company name or persons name on the voicemail, only "The party you are trying to reach is not available".  When I asked about this she said they are not going to send you directly to the president.   I stated "I wouldn't think so but definitely a secretary or a vm that stated I was leaving a voicemail for Rooms to go".  She stated, no because that was a dedicated line essentially for BBB complaints or complaints.  The faux line that no one picks up, does not have a company message and when someone calls you back, they tell you that their will be no further calls and that simply calling you to ask what the issue was should tide you over and end this with no resolve in sight.  Interesting as that tactic is it is not solution driven or oriented and nothing was resolved.

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

  

  Business Response

  Date: 06/02/2025

  Dear BBB,
  
  This is in response to the latest reply.
  
  With respect to this situation, our office spoke to the customer at length regarding the issues outlined in their complaint. We apologized for the experience and regret if there is any dissatisfaction in the outcome;however, it was explained the issues would be addressed and investigated as deemed necessary with the individuals internally. No outcome is released to the public.  
  
  We believe this claim has been answered.
  
  Respectfully,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:04/30/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  rooms to go recliner that has broken. * purchased the extended warranty and reported the claim in March 2025. The chair is still broke and will not work and they have yet to either repair or replace the chair per the warranty.i have called every department to include the warranty department. no one is willing to tell me when the chair will be repaired or replaced.

  

  Business Response

  Date: 05/01/2025

  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 the purchase receipt. This expired in 2023. Our customer purchased the extended service contract powered by ********.
  Our records show the service company approved the repair after the evaluation under the terms of their contract. The customer was made aware of the details back in March 2025. The furniture is solely under the terms of the service plan. They would need to reach out to ******** directly should they wish to dispute the resolution as we would be unable to provide any course of action given there is no active warranty on the furniture.

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

  Customer Answer

  Date: 05/01/2025

   
  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:04/30/2025

  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.

  On 4/29/25, I purchased couches from Rooms To Go and scheduled delivery for 5/6. Hours later, the store manager called to cancel my order, stating my account had been flagged. The reason: I previously used my extended Fortegra warranty (purchased through Rooms To Go) to replace defective couches. I followed all procedures, including submitting photos, technician inspection, and claim approval. Per policy, I selected new couches and paid the difference using gift cards purchased from Rooms To Go during their Black Friday promotion ($100 buy/get $100).The manager stated that because Ive used this process a few times in recent years and paid with gift cards, the order was canceled. He also made it clear that I would not be allowed to purchase the couches I had selected at all. He told me to take my business elsewhere, suggesting Im no longer welcome as a customer.I feel I am being unfairly penalized for using warranties and promotions I legally purchased. Everything was done per Rooms To Go and Fortegra policy. The store has documentation of past claims, including this most recent approved inspection. I did nothing improper or ************ requesting that Rooms To Go:1.Reinstate and honor my order;2.Remove any flag from my account;********* written clarification and apology;4.Confirm I can continue to shop there without discrimination.This treatment is unacceptable and wastes my time, despite my good-faith effort to follow policy.

  

  Business Response

  Date: 05/02/2025

  Dear BBB,
  
  We are in receipt of this claim.
  
  In regards to the customers situation, please allow us the opportunity to review and research their account in its entirety. A follow up will be done once concluded.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant