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:04/11/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought furniture worth over $15000 and the bedroom furniture was peeling paint couple days after delivery and they dont want to refund or do anything other than making it my fault, i would love some help please

  

  Business Response

  Date: 04/14/2025

  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. With respect to their situation, we have reviewed the account in its entirety.
  Our records reflect an agreement has been agreed upon with our customer and we are in the process of addressing their concerns.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23193209
  
  I am rejecting this response because:

  i still didnt get any resolution from Rooms to go and i did not come to an agreement, they offered that they let their customer service guy called ***** to call me because he is the one who decides if i get my refund or if i even get store credit, he didnt call so me and my husband went to their location and they called him and then he called me and was rude to me making me sound like Im lying and pinning it on me as if its my fault , and when i hung up with *****  i  said i will find a solution if they dont refund it thats why i reached out to BBB because im trying to find a solution because they didnt give me my money back, therefore, i did not come to an agreement with them ,  i still have the defective item ,   i want full refund and they can come pick up their whole furniture from my bedroom , my husband spent over $15000 that day on furniture , i feel like we are not getting the quality for the money we paid , im not even using the bedroom furniture because if something else goes wrong then its really my fault in their opinion,  thanks . 
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 04/15/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Our company does not condone any unprofessional behavior by any of its employees or affiliates. We will investigate the allegations and address them internally as deemed necessary. With respect to the issues with the furniture reported, the occurrence transpired after the furniture was delivered to the home with no problems. In view of this, service has been generated in order to determine if the issues are vendor related in accordance with the terms of the purchase contract.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23193209
  
  I am rejecting this response because:
  It does not make sense that a couple days after i received such expensive furniture that the paint comes off if i put anything on my dresser, if it was you personally who has the furniture you wouldve returned it too , we work hard to make money , such a big company like rooms to go should have more professional employees, also at first they said a technician will come and take a look at it , i waited over a week and a day before my appointment they called me about having to reschedule and i have to wait another 18 days to have a technician come take a look at it , then i went to the store because the lady over the phone was basically telling me i have no choice but to wait another 18 days , which at this point i have already waited like 10 days , so almost a month for someone to come and take a look , i talked to ***** and he said the same thing , such a huge company you only have one technician???? And if he is not available then i have to wait such a long time ? I need to have a bedroom , you know? I have needs thats why i purchased it , im not gonna live my life for a whole month scared of touching my bedroom furniture because its cheaply made , i have to wait a whole month for a technician to come and determine if its my fault or if its faulty item ? And after that we will know if i deserve a refund or a store credit at least ??? Seriously?? Does that make sense ? You are such a huge company and i live paycheck to paycheck, i need to get myself another bedroom so i can rest after long days at work , i need my money back . Period .
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:04/10/2025

  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.

  Leather couch began to peel approx 9 months after purchase

  

  Business Response

  Date: 04/11/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Rooms To Go offers a 1-year warranty for manufacturersdefects as stated on the terms located on the purchase receipt. We have reviewed the account in its entirety including additional documentation the customer provided our company with. Unfortunately, the damage to their living room furniture is not vendor related. Consequential damage is not covered under the terms of the warranty; therefore, no course of action is possible. Our company has provided this information to the customer.
  Regrettably, we would be unable to comply with their request due to the reasons explained.

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

• Initial Complaint

  Date:04/10/2025

  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 Paid over $3000 for my daughters bedroom furniture. In the first 2 months I had it they had to come out and replace and repair it over 6 times. I asked for a return my money back as it is still not fixed. I was denied. I am paying monthly for furniture i cannot use just so that it doesnt mess up my credit.

  

  Business Response

  Date: 04/10/2025

  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. All reported issues were addressed for the customer. Since August 2024, we show no records of any further reported issues to date.
  
  Our office has reached out to our customer and are in the process of addressing their concerns.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:04/10/2025

  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.

  Said mattress Beauty rest twin xl from Room to Go from ********** was delivered on December *******. On February 5th 2025 when My husband and I went to turn the said mattress it had split. The mattress was on a Tempur-Ergo 3.0 adjustable base that was purchased was Rooms to go in ********** on 08/15/2024. Not sure if it being on adjustable base caused it to weaken the mattress or a mattress defect. But salesman ****** ********* said the Beauty rest black would work with said adjustable base. Called Rooms to go immediately when happened talked to an upper body manager named ***** he said sounds like nothing they could do but would call back. I inquired.a day he couldnt give a day. Never called back. He did suggest. I call the manufacturer which I did. They were surprised and said Rooms to go in ********** should replace or refund. To see what they say. Never heard anything from them. I put a dispute in with the credit card company was denied. I feel I shouldnt. Have to pay for a top name mattress that was only 5 weeks old. Also it had a protected cover that was also brought from same rooms to go. Have no problem returning the mattress and getting a refund. Dont want another mattress due to being poorly made.

  

  Business Response

  Date: 04/10/2025

  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. ******* offers a longer limited warranty for defects offered by the manufacturer we will offer. Unfortunately, consequential damage is not covered by either warranty.
  Regrettably, we would be unable to offer any course of action due to the reasons stated herein. Our office has reached out to our customer and provided this information.

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

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23186148
  
  I am rejecting this response because: I believe this is a manufacture defect only had the mattress five weeks regardless when it split and feel as a customer, we should be entitled to a refund as the mattress is no good at this point and hasnt been after the only five weeks that Ive had it. tried to get this resolved as soon as this happened back in February.2025 feel like Im getting the runaround. Very dissatisfied.. dont understand how they believe that it is not a manufacturer defect and want to pass the ball back on me the consumer. For a bad made mattress. I have tried every Avenue. I know how to get this resolved. Could they explain to me how they believe that this is not a manufacturer defect?
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 04/11/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Our office understands our customers view; however, the damage was caused from handling which is not considered a defect. As per the terms of both the 1year warranty and that of the vendor, consequential damage is not covered thereby not being able to comply with their request for a course of action. Unfortunately, our position as previously stated remains unchanged.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23186148
  
  I am rejecting this response because: I understand you are saying due to me the moving the Black beauty rest mattress. Which remember is on an adjustable base frame. Which was also purchase from Rooms to Go. I believe do to the mattress make and being so heavy weaken the mattress around the structure and stitching area. So yes I stand as a customer that it was do to a manufacture defect. Only after 5 weeks and that happened being on an adjustable base frame. Remember we are talking about a very thick heavy mattress thats going up and down on the frame which I believe weaken the structure, stitching and material. Not due to just me! 
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 04/17/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  We understand our customers views. However, upon investigation, we found no record of any reports of this product being damaged by the general use of a supporting structure. Regrettably, the reported damage was caused by actions taken in the home, which are not covered under the terms of the warranty guidelines agreed to at the time of purchase or within the vendor's limited warranty guidelines.
  
  The care instructions provided by the vendor state that the handles are intended to assist in positioning the product on the support or foundation, not for carrying or moving it.
  
  Unfortunately, we are unable to provide a course of action as previously outlined.
  
  
  Respectfully,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23186148
  
  I am rejecting this response because:
  The mattress was not carried or moved by the handle in a matter in which Rooms to Go is assuming. I stand by my statement in which I only had the mattress for 5 weeks on a adjustable base The mattress was never picked up off of the base or move by the handles in the matter in which rooms to go is stating. Obviously, there are handles on the mattress to use to reposition the mattress in which we did. Not sure if there was already a split in the beauty rest black series mattress all we know is that we noticed contacted rooms to go. They assumed that since where the split was that we were at fault said there was nothing they could do. Sent us to call the manufacturer. The manufacture said that rooms to go should be responsible. I have had the runaround ever since *** had this mattress. Its been a nightmare. Definitely wished I wouldve took my business somewhere else. Years ago, I bought a mattress from rooms to go was the best mattress I ever had. Thought I could do the same again, but I guess the quality and customer service isnt there anymore. Ive done everything. Ive know to do to resolve this.. I spoke to rooms to go, the manufacturer, put a dispute in with the credit card, which they denied rooms to go, now Im speaking with the Better Business Bureau. Rooms to Go still wants to leave us paying for a beauty rest black series mattress thats supposed to be top-of-the-line $3,126.00 twin xl that was poorly made. Come on rooms to go you can do better than this!! 
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:04/05/2025

  Type:Delivery 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.

  Set up delivery of furniture on Thursday April 3. Delivery person could not find my address even though I left notes it is a new subdivision and to call me and left my cell number. After waiting 9-5 for furniture and calling Rooms to Go customer care 5 times to check status, no one informed me until my last call that it would not be delivered. Rescheduled for Saturday April 5, continuing to call Rooms to Go customer care, delivery for *****, driver left my gate at 2:38 bc he said he couldnt access. With gate code (no one yet has had trouble with the code), yet Rooms to go continues to tell me the driver is on the way until I call back at 4:00 and then get informed he couldnt open the gate.

  

  Business Response

  Date: 04/10/2025

  Dear BBB,
  
  We are in receipt of this claim.
  
  In regards to our customers situation, we are reviewing the account with the corresponding delivery company. A follow up will be made with the customer once matter is concluded.
  
  Sincerely,
  
  ******** *.
  Presidential Assistant
  

  Customer Answer

  Date: 04/11/2025

   
  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:04/05/2025

  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 the insurance they offer when buying furniture. I paid $309 for the insurance. The couch seat springs are sinking in, the *** port stopped working and a leg has twisted. I placed a message on their site on 2/26/2025 and again on 3/7/2025. I went to their store in ************ where I bought the furniture and insurance. They told me I would get a call in a day or so. A week went by and I returned to the store and talked to the store manager again and was told the same thing. Nothing happened again. So now I have purchased the insurance they offered and received nothing for it. It seems to be a scam. They sell the insurance and do not honor it.

  

  Business Response

  Date: 04/10/2025

  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 ********.
  With respect to their situation, service approval would solely fall under the purview of ***************** guidelines given the length of time past the 1year warranty. 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: 04/10/2025

   
  Complaint: 23164858
  
  I am rejecting this response because: Rooms to go recieved the payment for $309. I wrote the check to them. If the company they are using is not doing the job they need to follow up and do it or replace the sofa as stated in the contract of the insurance they sold me. When I ran my business if I had a sub who did not do the job I was responcible to get it right. It is the same here. 
  
  Sincerely,
  
  ********* Vincent ********

  

  Business Response

  Date: 04/10/2025

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

  Customer Answer

  Date: 04/11/2025

  As I said in the last complaint the insurance they sell did not work at all for us. We wrote the check to Rooms to go adding the $309 for the insurance they offer. This is what we received in resopnce to our claim. I truly feel robbed. I was told they had us insured for the money paid to them. "Ticket #: Claim #******* - Sofa - Springs We have finished reviewing your claim and are now identifying a technician to complete inspection and diagnose or repair. Your account specialist will reach out to you once we have secured the appropriate servicer in the next few business days. For any inquiries, or to check the status of this claim, please visit us at *****************, select the *************** Request Status"" option, and utilize the claim number listed above. This advisement is subject to change upon further processing of your claim. DUAL PWR RECL SOFA Claim # ******* Mechanism & Claim #******* - Electronic Components "Guardian Protection Products has processed the claim for your furniture. The damage you have reported is not eligible for coverage under your **************** Contract. The **************** Contract you purchased from the retailer does cover your furniture for: The breaking or bending of mechanisms & Failure of electrical components However, your **************** Contract requires that all damage be reported within ************************************* damage occurrence. Unfortunately, based on the damage date reported, (shown below), your claim is ineligible for coverage. July 21, 2022

• Initial Complaint

  Date:04/03/2025

  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.

  On 2/16/2025 we purchased a sectional sofa, end tables, lamps, a TV console, a rung and an ottoman all to match. Different delivery days were given for the items. Upon delivery of the TV console it was noticed to be damaged and photos were sent. An exchange was initiated and delivery date was given. Upon delivery and receipt of the ***lacement TV console, it was found to be damaged. We were told they would do an exchange and we were assured this time it would be inspected before delivered. A new delivery date was given. On 3/29 I waited at home all day for delivery of the console and when it arrived for the exchange it was unpacked and noted to be cracked, with glue under the gray stain and not acceptable. I was told by the delivery person not to take it. He initiated another exchange for us. Later that day I was called and we scheduled another exchange for 4/12. On 4/1 I was called ***eatedly by Rooms to Go **************** while at work, I explained it was a good time to talk. The *** told me I wasn't getting a new console and I needed to find time to go into the store and find a different TV console because I continued to find flaws in the workmanship. This is not acceptable, and I told him that. He got loud with me & wouldn't let me speak. All of our furniture was picked out together to match and fit in a specific area. I want the exact console that I picked out and paid for nearly 2 months ago. I don't want the damaged item "***aired" as I paid for a brand-new item that matches our furniture and came from your store. It is absolutely unacceptable to tell someone multiple times that the furniture will be inspected before it is delivered and then it comes damaged and you want to blame the customer for being too picky. What a poor way to do business. I want my console that I purchased delivered and not damaged. That's all I want, and nothing more. I shouldn't have to spend my time picking out a new one. Who does that benefit? YOU! Not me!

  

  Business Response

  Date: 04/04/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Our records reflect that options have been presented to our customer in order to resolve this complaint. Their concerns are in the process of being addressed.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:04/02/2025

  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.

  Originally purchased a couch August 13, 2024. Couch was delivered and I had the 3 year warranty purchased as I have a small dog and wanted to protect my first big furniture purchase. Within not even 60 days of receiving the couch, one of the support beams had snapped completely in half. Explaining this to their customer service, they noted this issue seemed like a defect and they'd send me a new couch. I received that couch and once again, the same exact support beam snapped in half and on the exact same side of the couch. When speaking to their customer service once again, I was told that I could either replace the same couch again or select a new couch. I asked if I could just return the couch for a full refund as this issue has caused me to be without quality furniture for over 3 months, I was told no. I then made the choice, based on being told I couldn't return it for a refund, that I'd select a new couch. I placed that order, as it was slightly more expensive than the first and I wasn't allowed to pick a cheaper option, January 11th, 2025. That couch was delivered but to no surprise, there was an issue. It was a two piece sectional, one piece was missing the bracket that allowed the pieces to stay together. i contacted customer service and they ordered the missing piece and told me to call back once I received the pieces so a technician could come install it. I called once received and the technician that came to install it installed it incorrectly so that one of the pieces when the brackets were connected was not level to the floor, meaning three of the legs were not touching the ground. I contacted customer service again, asking to speak to a lead or supervisor once again as this issue is just ongoing at this point. I was told the best they could offer me for the inconvenience was sending a completely new couch and refund me less than 5% of the original couch cost. A new couch came, yet again faulty. I've had 4 replacements since August. Ridiculous!

  

  Business Response

  Date: 04/02/2025

  Dear BBB,
  
  This is in response to this claim.
  
  Our office has reached out to our customer to address their concerns.
  
  We trust this claim is answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23149953
  
  I am rejecting this response because they handled correspondences with me in an unprofessional manner, telling me one thing on the phone and disregarding it in writing. I reject this because they lied to me about a refund status, two different teams promised partial refunds: customer service told me the most they could do was 50$, the social team member I spoke with told me she could do $100 and she was working on refunding even more. I tried to return the product for a full refund and was told on multiple accounts I could not do so. To not allow me to return and refund my purchase is absolutely absurd and the loops and hurdles I've had to endure to get somewhere with this company is horrible. Their sketchiness to admit their fault in delivering a quality product is one thing, but to keep this stretched out and ongoing for more than a half a year is astounding.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 04/10/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Our office has reached out to our customer in order to discuss their concerns. We are awaiting their response.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:03/31/2025

  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 a living room set yesterday along with some pieces I saw to match it in the showroom. I was to take delivery of the living room set this week, and the sales *** gave me 3 of the smaller pieces to take home. I looked at my receipt last night and noticed there is a furniture protection plan charge that I did not ask for, know about or even agree to so I called the store to cancel the entire order. They told me they would refund me all that I had paid, minus the charges for the small pieces I took home because once they leave the showroom floor they are non-refundale. I advised that I would not be returning them if it weren't for what I deem a deceptive practice. I purchased them because they are the color of the furniture and I cannot use them (they are still wrapped in the bubble wrap I was given them in) any longer. They again told me I could not return it no matter the circumstance. I called Corporate and was told the same thing. I have purchased several homes worth of furniture over the years with this company and will never again as I am being punished for something out of my control and the fault of the company. I could understand if it was buyers remorse but:A: I wasn't told once I take them I cannot return them B: I wasn't offered the option to have them delivered C: The reason I wanted to return them is because of the deceptive sale

  

  Business Response

  Date: 04/01/2025

  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 in order for us to investigate this matter further and proceed with a prompt response.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 04/01/2025

  ***** *****

  

  Business Response

  Date: 04/02/2025

  Dear BBB,
  
  This is in response to this claim.
  
  Our office has reached out to our customer to address their concerns.
  
  We trust this claim is answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant
  

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23139494
  
  I am rejecting this response because:
  
  I understand why the pieces are non refundable  and had it been any other reason that I cancelled my entire order I would not have filed this complaint.  The fact that a sale was made that included charges I did not authorize nor discuss with the sales person is deceptive.  And to not refund my money in that circumstance is not acceptable.  

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

  

  Business Response

  Date: 04/07/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Our office provided the customer with our companys position regarding the final sale items they purchased. The customer was refunded for the pending ******************** order they canceled.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:03/30/2025

  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.

  Date of purchase 1/13/2025 The furniture was delivered on February and there was an issue with the chairs for which the store was contacted. They were replaced but the second set was also stained. I contacted **************** but they were not helpful, professional or considerate. The store and customer service have been contacted numerous times with no resolution. Because of this I have also requested for them to pick up the furniture be they haven't done that either.

  

  Business Response

  Date: 04/03/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Our records reflect a resolution has been agreed upon with our customer and we are in the process of addressing their concerns.
  
  We trust this claim is settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant