Complaints

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

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• 

  Rooms To Go

  11540 E US Highway 92 Seffner, FL 33584-7346

  
• 

  Rooms To Go

  5170 S Tamiami Trl Sarasota, FL 34231-4258

  
• 

  Rooms To Go

  9500 Scenic Dr Port Richey, FL 34668-4653

  
• 

  Rooms To Go

  1400 44th Ave W Bradenton, FL 34207-1319

  
• 

  Rooms To Go

  25550 US Highway 19 N Clearwater, FL 33763-2166

  

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

• Initial Complaint

  Date:04/27/2025

  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 12/16/2024, we purchased a mattress/base from rooms to go. We were not told that if we did same as cash for more than seventeen months, that there would be an addition bank service fee. The fee is $141.81. We complained and they changed it to seventeen months to avoid the service charge. However, our account have never been credited. They tell us that they will fix it and nothing gets done. We are still owed the $141.81 and we have been pursuing this issue with them since December and nobody helps us get it done. Can you please help us? Thanks--**** *******

  

  Business Response

  Date: 04/28/2025

  Dear BBB,
  
  We are in receipt of this claim.
  
  Our office has reviewed the account in its entirety. Please understand that Rooms To Go is solely the retailer. The customer opted to finance their purchase and executed the paperwork to do so with Synchrony Finance. We understand the customer requested to change their promotion and this was done. Unfortunately, we do not have access to their financing account.We are only able to advise that any change to said accounts take up to 1-2 billing cycles to reflect on their finance statement. The customer will have to direct any further inquiries to the finance institution.
  
  Thank you,
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23256348
  
  I am rejecting this response because: The salesperson, **** FAILED TO INFORM US that there would be any additional charges if the length of term of payment was longer than seventeen months and complained on the very first billing cycle and all they have done is mess up our account where they double charged our purchase and Synchrony will not help us and says it is their problem, not rooms to go. Rooms to go owes us the money and they need to pay out the $141.81. They used deceptive practices in their sales.
  
  Sincerely,
  
  ****/**** *******

  

  Business Response

  Date: 05/05/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  All appropriate actions on the account at the customer/s request. We have reached out to the showroom for further investigation. They will follow up with the customer directly as soon as matter is concluded.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23256348
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****/**** *******

• Initial Complaint

  Date:04/27/2025

  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.

  I purchased couch in April 2024 & the insurance. In December 2024 I filed a complaint because the cushions were not holding up & they replaced the 2 long ones. The square cushion still not holding so they sent one for it. The same problem exists with ****** asked them including the insurance to replace or replace the bad couch with another type or refund my money. Their response is cushion been replaced even though same issue.

  

  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. Theirs expired in November 2024. They purchased the extended service contract powered by Extend. Our records reflect their repair approvals have been through them since the furniture was already passed their warranty when the initial issue was reported.
  Unfortunately, we are unable to offer any course of action due to the reasons explained above. The customer would need to discuss the current situation directly with Extend.

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

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23255777
  
  I am rejecting this response because: I even purchased the extended warranty for about $500 plus with Extend to make sure I was covered. It seems Extend & RTG arent on same. I have been fighting this for about 8-9 months & it is the same issue. Yes they replaced the cushion but its same issue. The lower end will not support the cushion to stay up. You can see where I put the remote on couch to show how it sinks in before you sit & its worse when you sit on it. Thank you
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 05/13/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Our company has been in communication with the customer directly and their concerns have been addressed.
  
  We trust this claim has been settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:04/24/2025

  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 am writing to formally lodge a complaint against Rooms to Go regarding an unsatisfactory delivery and assembly service I recently experienced. I have been a loyal customer, having purchased multiple items from Rooms to Go in the past, however, my recent experience has been drastically disappointing and unacceptable.On April 23, 2025, I received a delivery of the ******* **** 4 Pc Sectional, for which I paid a premium delivery and assembly fee of $169.99. Unfortunately, the delivery team incorrectly assembled the couch, and it appeared as though we were not delivered the correct pieces. This was confirmed by the delivery drivers themselves. This situation was further exacerbated by the fact that my roommate had to take time off work to be present for the delivery, causing unnecessary disruption and inconvenience. When I contacted Rooms to Go to address this issue, I was informed that they would need to send another team out on a different day to rectify the assembly mistake. Due to our work commitments, we were unable to take additional time off for this.Consequently, I spent several hours disassembling and correctly reassembling the couch myself, referencing pictures from the Rooms to Go website to ensure accuracy. Despite my efforts, when I reached out to customer service again, I was told that I should have waited for the delivery team to return, which was not feasible given our inability to take more time off work.Rooms to Go's response was dismissive, stating that there was nothing they could do and refusing to issue any credits or reimbursements for the delivery and assembly service that was not provided to satisfaction. This is highly frustrating, as I essentially paid for a service I did not receive. This experience has tarnished my perception of Rooms to Go.I am requesting a full refund of the $169.99 delivery and assembly fee, as the service was inadequately executed and ultimately completed by myself without professional assistance.

  

  Business Response

  Date: 04/25/2025

  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 answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant
  

• Initial Complaint

  Date:04/22/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Nightstand, Server and Mirror, all items were damaged. This is my second time purchasing from Rooms to Go. My first order all items were damaged, and it was the worst possible customer service experience to get the items replaced. My complaint is as consumers why would these items be DAMAGED and the customer service experience when calling in is GHETTO, UNPROFESSIONAL and UNACCEPTABLE to consumers who are spending their hard-earned money. Nothing was offered for the inconsideration of my time. Even the delivery is HORRIBLE! I want all my items BRAND NEW AS I PURCHASED AND TO BE CREDITED FOR MY TIME. I would hope that they provide training the customer service and delivery department.

  

  Business Response

  Date: 04/23/2025

  Dear BBB,
  
  This is in response to this claim.
  
  Please express our apologies for any inconvenience our customer may have experienced. We will be investigating the allegations with the corresponding departments to address any issues internally as deemed necessary.
  
  With respect to the product reported with issues after acquiring their furniture, our records reflect their concerns have been addressed. A replacement delivery has been scheduled with them. Given we are abiding by the terms of the purchase contract we would be unable to comply with their request of a refund.
  
  We trust this claim is settled.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant
  

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23236266
  
  I am rejecting this response because: If this issue was RESOLVED it would be no need to have contacted BBB. THIS IS HORRIBLE SERVICE! The reviews for this company is horrible as well. My next step is filing a complaint with ***. Its a-shame that no refunds are given and they are aware of the high returns on their merchandise sold in bad conditions. Rooms to go NEED to be stopped.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 04/24/2025

  Dear BBB,
  
  Our office understands our customers views. However, our position as outlined previously remains unchanged.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant
  

• Initial Complaint

  Date:04/22/2025

  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.

  I purchased furniture to include a sofa with 2 pillows ( order #********)and needed them urgently, so I arranged for pickup. Only 1 pillow was sent I called the next day and was told the order will arrive by mail in 5 business days. Till date with numerous calls I have not received the pillow one customer service agent told me it may take 90days as it is not shown to have left warehouse. I also got a king bed (order #********) picked up also and the bed frame was missing all screws for set up. I had to borrow screws from one of the queen beds I purchased earlier and I called customer service and was told they will be mailed in 90 days ! I needed furniture urgently for a cancer patient coming to town from out of town for treatment at ******************* who needed a place to stay urgently. 90 days is unconscionable in this instant I have requested a refund and that they pickup bed immediately , as they refused my offer to go personally to the store to pick missing items. The said pillow is available as floor sample at ******** location (***** southwest ***, *********** *****) phone ********** and they sell the same bed regularly I know they have the missing screws at the warehouse. I am requestIng refund on the one pillow and pickup and refund of one bed. Our phone number on order is ********** ( GCM). If they can not deliver promptly within 24 hours missing items I need a refund and pick up of items

  

  Business Response

  Date: 04/29/2025

  Dear BBB,
  
  This is in response to this claim.
  
  Our office has been made aware the showroom management team has been in communication with our customer and has provided options in order to resolve the issue regarding the pillows. They are in the process of addressing these concerns. With respect to the hardware, parts have been shipped to the address listed via UPS.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23234626
  
  I am rejecting this response because: I have still recieved nothing as of date
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 05/01/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  We have taken all appropriate actions on the account and their concerns were addressed. An agreement to return the pillows was reached and the hardware was delivered to the address on the account. Our office had it shipped out via *** 1ZEA85680195479548. It shows delivered.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:04/21/2025

  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 had purchased a queen mattress in 2020 for the amount for ****** the mattress came with a ten year warranty it bulked up on the sides so called ********s service sent some one to look at the mattress and they approved us to get a replacement went to Rooms to go on March 26 to pick out the mattress had to come back another when we were getting ready to get mattress the second the salesman his name is **** informed us that the General ****** **** had said we had to pay full price the mattress that we couldn't get the sale price so called ******** service on April 14 spoke to Solio and explained what they had told me and she that's out right she would email the region manger and they would call me back but they didn't called back on 0421 spoke th 3 different people and they said that I would have to contact rooms and the would assist and they didn't called ******** services one more time I had asked them for the regional manger the refused to give it to me.I **** like they our giving us the run around and we have lost our money because they refuse to make it right They want us to pay full price for a mattress that's on sale it's not right We only have until the 25 of April to get our mattress also the first time we went **** never told us until the second time we went something not right even the first ******** representative Solio said that not right.The first time **** had calculated the difference that we were going have pay on his tablet.What changed something happene but what.

  

  Business Response

  Date: 04/23/2025

  Dear BBB,
  
  This is in response to this claim.
  
  We offer a 1year warranty against manufacturers defects as stated on the terms of sale. Theirs expired as of 12.26.21. ******* has a longer limited warranty offered by the manufacturer we will honor to repair or replace.
  
  In regards to their inquiry, our office has reached out to our customer and addressed their concerns. We regret a return would not be offered.
  
  Thank you,
  
  
  ******** *****
  Presidential Assistant

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23233607
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 04/27/2025

  The reason for our complaint is because they want us to pay for price for a mattress that's on sale for example the on sales was ******* full price was ******* I understand why they do not want to give a refund after the first the was not issue with the mattress being until **** the salesman went to back and spoke to ever he told us that the district Mgr said we would have to full price I know in the long run they will win and we stuck with the mattress may be I should take this to the media to let consumers be aware of this what's going. They gave us the run around constantly and when asked for the regional mangers no one would give it to me something is not right. 

  

  Business Response

  Date: 04/29/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  We have reached out to the showrooms management team to further review our customers concerns. A follow up will be done with the customer once concluded.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant
  

  Customer Answer

  Date: 05/07/2025

  Received a call from Rose on Wednesday she had said to come to Rooms to go and she would with the situation went on Sunday ant they still insisting that we have to pay full price for the mattress and we could not get it for the advertised price which is the salesman price it was once again a horrible experience.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 05/13/2025

  Dear BBB,
  
  We are in receipt of the latest reply.
  
  In regards to our customers rebuttal, we are looking into this issues outlined with corresponding departments and store management. We will follow up once we have received more information.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant
  

  Customer Answer

  Date: 05/18/2025

   
  Complaint: 23233607
  
  I am rejecting this response because they are saying that we have to pay full price for the mattress and that we can not get the matress for the  advertised price therefore we will be paying double for the matress I had asked if they could just give us credit on our credit card that we have with them so then we can get the mattress for the sale price or advertised price at the end they our not going to make right who knows how many customers has been effected by this.Buyers beware
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 05/27/2025

  Dear BBB,
  
  This is in response to this rebuttal.
  
  Our office has been made aware the showroom manager has attempted to reach out to the customer in order to inquire the details of the product they are interested in to no avail. This mattress replacement is based on the original value at the point of sale to original value of the new selection. The store manager is waiting for the customer to reach out to them.
  
  We trust this claim has been answered.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:04/21/2025

  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 am writing to formally demand a satisfactory resolution regarding the *************** sofa I purchased from your Corpus Christi location on October 31, 2023, for $3,400.The sofa has multiple defects, including:A broken internal wood frameFeathers falling from the pillows, causing discomfort and messCushions that sag and are unsupportive due to the broken structureI first notified your company of the issues on March 25, 2024. A technician inspected the sofa on April 8, 2024, and confirmed that the item either needed to be replaced or that I should be offered a reselection of better quality.Despite this, your only proposed solution was to remove the sofa from my home for over two weeks. That is unacceptable, especially considering that your salesperson assured me prior to purchase that if an on-site repair was not possible, a replacement would be provided.I am giving you 10 business days from the date of this letter to offer one of the following:1. A reselection of the sofa with a model of equal or greater quality delivered without extended removal of my existing sofa;2. A full refund of $3,400.

  

  Business Response

  Date: 04/22/2025

  Dear BBB,
  
  This is in response to this claim.
  
  Our office has reached out to our customer and provided options to address their concerns.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23231000
  
  I am rejecting this response because:

  You provided the same original option which was to pick up my sofa and take it for weeks for repairs. These repairs are unknown because I've repeatedly requested what will be done in writing. You claimed that foregra would pick up my sofa, roomstogo guys showed up and had never heard of fortegra, they also had no idea what was being repaired. This is a waste of my time and theirs. Even the presidential office said I should have been notified of expected repairs in writing. This is 100% unacceptable communication from a large company. You are not interested in making any of this right. 
  
  Sincerely,
  
  Sierra *******

  

  Business Response

  Date: 04/25/2025

  Dear BBB,
  
  This is in response to the customers rebuttal.
  
  Our office discussed their concerns with respect to the course of action they were authorized for. We explained that Rooms To Go offers a 1-year warranty for manufacturers defects as stated on the terms located on the purchase receipt. This expired as of 2024. Our customer purchased the extended service contract powered by ********. Since the date of delivery, we show no record of any issues reported until March 2025.
  The customer would need to inquire with ******** directly to obtain the details of their repair approval. As there is no active warranty, we have no jurisdiction given the length of time the furniture has been in the home.

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

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23231000
  
  I am rejecting this response because:

  Your salesperson assured me when I made the insurance purchase if it couldn't be repaired on-site then a reselection would be offered. I have this in text as well.
  
  Sincerely,
  
  Sierra *******

• Initial Complaint

  Date:04/21/2025

  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 went in the ********** store about a year ago and picked out a living room suite , 2 sofas and 1 recliner. Wehadpurchased an extended warranty and the total price was around ******* but I dont think the furniture quality is very good for cost. But we have been having issues and a mechanism was bent . The set a time to come out and when guy came he wrote everything and took pictures. So about 2 -3weeks later we received a couple packages and a week went by so we figured that was it so we called and scheduled for someone to come out so another guy came out this past Friday. When he had gotten here he didnt know what he was supposed to be doing and showed him. But I think about everything sent was the wrong parts or whatever. The mechanism that came when tech opened the box that part was bent he said. But he tried to use but was wrong parts. And recliner pc he said was stripped and had to take it back. And he also said that all the parts werent here. So he couldnt have finished if the parts he had were right. But we make our payments on furniture and they let you know if you are one day late and charge more fees on top of that so my wife makes sure its paidea month before the due day. But I wouldnt say as much but the finance company will add more to it if I day late. But we have been down without furniture a few weeks now. And we dont know when the correct parts are coming and if we are getting all or not. Dont get me wrong I think anyone should pay bills on time but I also think someone needs to step up and take care of customer as well. 6 weeks since it started and still furniture not useable either. ****************** needs to be a little more responsive and one more thing who ever comes should have paperwork to what needs to be done. It seems like after the sell of product the customer is on their on..shouldnt stop there.

  

  Business Response

  Date: 04/24/2025

  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 January 2025. Our customer purchased the ****** extended service contract powered by Guard It. Any course of action is determined by this company once the warranty has ended.
  With respect to the customers situation, Guard It has been provided with the latest technicians report. We are inquiring with their team for more information. A follow up will be made with the customer once details are received.

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

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23229307
  
  I am rejecting this response because:

  We have already reported 1 complaint to BBB about this. This has been going on for several months. We went to the rooms to goi in *******, Tn *****. And we purchased a living room suite that we gave over ******** we purchased extended warranty. Which was high but glad we did. We have had issues with it from the start. We finally had a recliner mechanism fail. But about 3 months back we setup appointment for someone to come out. That took a couple weeks. After technician came out he went around taking pictures and writing down. He said all the parts came from warehouse and he said some would come here and some they would bring. Well over the next couple weeks we received 2 ** boxes. And about a week later I called and told them 2 big boxes came. So they scheduled the appointment and a week or so someone else came out. We he seen boxes he ask if this was all. I said this was all that came to us. He opened boxes and then was saying he didnt think everything was here. Which we dont know what was coming or how many boxes. When he opened boxes, he said the mechanism was the right one and he pointed out that it was bent. He mentioned that they dont pack the stuff good. So he gets to doing what he can. And ended up that the recliner bolts stripped. My son was with him and making a long story short. He left and was supposed to to make sure everything was sent to us.. about 10 days later we received 1 box. And waiting and remembering he said 2 boxes werent enough. So that was a week and half ago. We have tried calling. And I think texting. We have now been without our furniture for over 2 months. The furniture is pushed in middle floor, arm rest up a Like some one came in went to lunch and never came back. To say the least, we are very upset and discussed with the whole thing. I am to the point of calling our attorney and letting them handle it. As much as this cost , it is cheaply made. Another words when our warranty runs out we are screwed. CHEAPLY MADE!
  
  Sincerely,
  
  Mark & ***** *******

  

  Business Response

  Date: 05/07/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Our office has taken appropriate actions in order to address their concerns. We have reached out to our customer and are awaiting their confirmation.  
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:04/18/2025

  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 chaise sofa from rooms to go ocals fl in november. noticed fading,lost shape and threadbare. sent pics to customer service and was told it was normal wear and tear.only offered to let me purchase new cushion and a discount. cost was ******

  

  Business Response

  Date: 04/22/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Rooms To Go offers a 1-year warranty for manufacturers defects as stated in the terms located on the purchase receipt. They also purchased an extended service contract powered by ********. The terms of what is and is not covered are clearly outlined on the invoice received at the point of sale and online. Unfortunately, issues caused consequentially is not covered.Our company has reviewed the account and documents previously requested from our customer in its entirety.   
  Regrettably, we would be unable to offer any different course of action than what they were presented with due to the reasons stated above.

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

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23223444
  
  I am rejecting this response because:
  a sofa that wears out to the extent ours did after 5 months is not normal wear and tear. as *** stated in addition to the normal warranty we purchased an extended warranty that is worthless
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 04/28/2025

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

• Initial Complaint

  Date:04/17/2025

  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.

  On 2/24/2025, ******** ****** and ***** ****** were shown a ****** rug made of 100% New Zealand wool at the Rooms To Go showroom in ***************, *******. Our salesperson was ***** ******. See picture uploaded of rug tag we were shown. A Rug was delivered on 2/28. The rug received was not 100% wool but rather 76% rayon and 24% wool. See the pictures uploaded of tags on rug received. Ms. ****** contacted our salesperson, ***** ******, on 3/1 to inform her that we did not receive the rug we ordered and again on 3/3 to inquire about a return and refund. Ms. ****** never responded. There is no way to initiate a return and refund on Rooms To Go website. The rug was purchased on the Rooms to Go credit card from Synchrony. On 3/8 Mr. ****** disputed the charge for the rug on the Synchrony website. See letter uploaded from ********* confirming the dispute. Mr. ****** **** ** of Rooms To Go contacted us about the dispute. Mr. **** confirmed the rug received was not 100% wool. I told Mr. **** I wanted a refund of the $1,594.24 ($1,489.99 plus sales tax $104.30) and Rooms To Go to pick up the rug. Nothing further was heard from Rooms To Go. On 4/6, Mr. ****** chatted by text with *****, a Synchrony customer service representative, who stated there was a letter sent to us regarding the dispute raised for the rug charge and it states, "Your dispute was denied. Based on the information provided, **** concluded that you are responsible for the disputed charge(s). A letter has been sent to you with additional details." Mr. ****** stated we have not received that letter and asked how to get it. ***** stated he would send the request to the dispute team to send the letter via email. The letter has never been received from Synchrony denying our dispute or the reasons for the denial. We still have the rug in its original packaging and it is ready for pick up by Rooms To Go. I request a refund of $1,594.24 ($1,489.99 rug cost plus sales tax $104.30). Thank you.

  

  Business Response

  Date: 04/22/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  With respect to our customers concerns, we are inquiring with the corresponding departments for more information. A follow-up will be made with the customer once details are received.

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

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23216564
  
  I am rejecting this response because: We have not been contacted by Rooms to Go since filing this complaint.  Prior to filing the complaint with BBB, we provided all information about our complaint more than once to Rooms to Go. 
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 05/05/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Our customer has been contacted and a resolution has been agreed upon.
  
  We trust this claim has been settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23216564
  
  I am rejecting this response because:  Rooms to Go stated on May 2 that we would receive our refund within 3-5 business days, which would be no later than May 9.  As of today we have not received the refund.
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 05/15/2025

  Dear BBB,
  
  We are in receipt of the latest inquiry.
  
  All refunds take up to 21 business days to process and 1-2 billing cycles to show on the corresponding finance/ credit card statement.This does not start until the merchandise is picked up from the home. The return was only generated on 5.02.25 and the item was not picked up from the home until 5.9.25. The customers refund is currently processing.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 05/23/2025

   
  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,
  
  ******** ******