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Business Profile

Furniture Stores

The Roomplace

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Furniture Stores.

Complaints

This profile includes complaints for The Roomplace's headquarters and its corporate-owned locations. To view all corporate locations, see

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The Roomplace has 5 locations, listed below.

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    Customer Complaints Summary

    • 16 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/12/2025

      Type:Order Issues
      Status:
      Unpursuable
      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.
      Super upset we bought brand new recliners instead of the floor models. We borrowed a truck to pick them up about 35 miles away. They came brand new in boxes got home and it doesnt work after spending time setting them up and plugging them it. After about a week service team came out said they think its the control module that is bad so they are going to send one to the house and then fix that but they didnt know for sure. I got no answers on when this would be delivered or fixed. These are brand spanking new!! I didnt pay for damaged goods. I want a refund!

    • Initial Complaint

      Date:06/14/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 bunk bed for my child in March 2024. The scheduled delivery date was in April 2024. We made sure we took time out of our busy schedules for delivery folks to come to our home and set up the bed. In April, the delivery folks came and within 5 minutes told us that the furniture was damaged. As expected, we requested a new bed. Since then, Roomplace has made no efforts to tell us when they can get our bed. In fact, initially they told us the bed will be available for delivery in early June. Now, I am getting transferred to a warehouse representative who is saying that the bed will arrive in late July when I am out of town. In the meantime, my child is still sleeping in his old bed and waiting for the new one to arrive. When I reach out to Roomplace to see if they can provide some sort of credit due to the delays on their end I am told I need to reach someone in the store I purchased the item from. However, no one ever picks up. If Roomplace was transparent with their shipping issues and offered me the opportunity to select an alternate bunk bed at the same price, I would have taken the offer. But, it seems like they are taking their customers for granted and never connecting to update me or even offer me any reprieve from the unexpectedly long wait times. If I was aware of their poor service I would have taken my business to other furniture stores.

      Business Response

      Date: 06/18/2024

      The RoomPlace was saddened by the delay, this is certainly not the norm and is working feverishly to get the order fulfilled. We extend our sincere apology to our valued Customer and will be reaching out soon with an update. With much respect, Customer Care  

    • Initial Complaint

      Date:05/30/2024

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered new furniture from The RoomPlace in December before they announced they were closing all of the Indiana stores. It originally was supposed to be delivered in March because it was a special order. That got pushed back to May 31st and now I was notified its going to be delayed another month. Mind you Im paying a monthly payment because I used my room place credit card. At this point Im need what Ive paid refunded and the order canceled because this is RIDICULOUS! Im not going to keep making payments on furniture that I dont have and dont know when its coming.

      Business Response

      Date: 05/31/2024

      The customer's initial purchase included the Clio II sofa, which was delivered on 12/30/23.

      The customer returned to the store on 12/31/23 to reselect the sofa, she purchased a special order sectional from ******* 

      The PO has been delayed multiple times, the *** date is currently 07/04/24. The customer is requesting a refund. She still has the original sofa delivered in Dec.

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

      Showroom Service Claims Manager 

      Customer Answer

      Date: 06/10/2024

      Im just now seeing the messages. They have picked up the sofa and Im waiting on them to refund the money to my credit card. 

      Customer Answer

      Date: 06/20/2024

      The issue has been resolved and I received a refund. Thank you for your help 

    • Initial Complaint

      Date:05/09/2024

      Type:Delivery Issues
      Status:
      Answered
      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 loveseat on 1/12/24 with a promised delivery date of 3/16. The date was moved until May with no notice; had to call to get that information. Called again and now saying the delivery is September with 0 reasons why.

      Business Response

      Date: 05/10/2024

      The RoomPlace was saddened to learn of this concern and extend our sincere apology for the delay in fulling the order. This is certainly not the norm nor up to our standards. A member of our management team will be following up with the Customer direct if they have not already connected.With much respect, Customer Care

       

    • Initial Complaint

      Date:04/23/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 was unable to pick up my rugs and it was around my wedding 8/5/2022. I was called and they informed me that they can just put them back and there would be a credit under my name and order#. I have been trying to get my credit for over a year and I am finally getting a response stating that the gift card was through Guardian and that there is nothing they can do.I was told that they did not do gift cards anymore and that there would not be any problem just go into any Roomplace and give the ************* # they still sell the rugs and I think that I should be given the rugs that I ordered if they are not going to honor the credit that they initally told me would be on my account.

      Business Response

      Date: 04/26/2024

      The RoomPlace was saddened to learn of this concern and extend our sincere apology for not meeting the Customers expectation despite most genuine of intentions. The original sale was delivered on 03/17/2017. The extended protection plan was valid for 5 years with a third-party provider, Guarding. Attached is the email that was sent to the Customer explaining the process and the expiration date of the Guardian Gift Card program. Regretfully, we are unable to issue a Gift Card unless approved by Guardian and within the terms of their plan. Respectfully, **************

    • Initial Complaint

      Date:02/29/2024

      Type:Delivery Issues
      Status:
      Answered
      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 have been having issues actually receiving my purchases. I was supposed to receive a delivery feb14 they pushes it back till march2 now they're telling me March 20th. on top of that there charging me289 DELIVERY FEES TO DELIVERY MY SECTIONA!. My daughter bedroom suit should be delivering march 12th but the tell me part is gonna be ,march 12th then more April then the rest in July! I NEVER RECEIVED ANY NOTICES AT ALL! I WILL NEVER DO BUSINESS THERE AGAIN! They are an awful business.

      Business Response

      Date: 03/01/2024

      The RoomPlace extends our sincere apology for the delay in fulfilling the order. 
      Our records indicate the Customer was notified via text on 2/23/24 of the delay and as soon as we received word from the manufacturer. Both orders are currently scheduled in accordance with the updated date provided of 3/28/24. In the event there are any changes, we will communicate with the Customer promptly. Our apology once again. Thank you for your business.  With much respect,Customer Care

    • Initial Complaint

      Date:01/11/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 the 14th of December 2023 I purchased a couch and two recliners from ************** located at ********************************************************************************* . The furniture was delivered on December 21st. On the 1st of January (a week after furniture was delivered) the couch and chairs started making humming sounds, I phoned the company and they sent someone out to look at the furniture on January 6th. I was told that they would contact me with their decision to see if they could repair. I also purchased an additional warranty. I feel that with the furniture having problems with motor after a short time that it should be replaced and not repaired.

      Business Response

      Date: 01/12/2024

      Our sincere apologies, the items are under limited warranty for up to one year from date of delivery. The extended protection plan is a 5-year program with structural beginning after the one year has been satisfied by the manufacturer. The certified technician dispatched to inspect has ordered a part to replace in the chair and found the sofa to be working properly. A member of our team will reconnect with our customer direct. With much respect, *************

    • Initial Complaint

      Date:10/28/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      After 2 days of having my new furniture, one of the chairs broke. It took 4 1/2 months to get it fixed. After about a month the same chair broke, then the couch and the other chair. Won't recline, handle broke, and many other problems. Followed procedures for warranty. They called while i was working, and couldn't talk said i would call back. When I call, recording says they are closed or I'm on hold and no one ever picks up. I will never buy from them again. Now that$3000 dollars is waisted, I'm stuck with brand new broken furniture.

      Business Response

      Date: 11/03/2023

      The RoomPlace was saddened to learn of the concern. Our records indicate a service call was successfully completed on 9/6/23 and no other reported concerns until the receipt of this complaint. A member of our team will reach out to the Customer for further clarity and in hopes of providing a prompt resolution. Our sincere apologies for any inconvenience. Respectfully,Customer Care

    • Initial Complaint

      Date:04/13/2023

      Type:Product Issues
      Status:
      Answered
      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 a dining room set and at February 25 and April 6 I realised that there is a small hole on the chair that no one could see it not visible I called the The room place said there is a small hole on a chair that is not visible she answered that you had 3days after delivery to report the damage but we couldnt see it its not visible to see and I asked the same person I want a manager but the same person keep calling pretending that he is the manager

      Business Response

      Date: 04/15/2023

      The RoomPlace was saddened to learn of this issue. Our records indicate a replacement is scheduled for 4/19 as a onetime voluntary accommodation in the genuine interest of Customer service.Respectfully, Customer Care 

    • Initial Complaint

      Date:01/20/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Order# ********** Date of purchase: 11/11/20 Delivery date 11/21/20 I purchased the ******* sofa set includes sofa, loveseat, chair.The loveseat back which is facing a wall has started to crack and peel oddly, also only one of the arm rests on the loveseat. I had contacted them prior to this with no luck they stated because I did not purchase extended warranty (was never offered the warranty) they cannot do anything for me. Mind you we have not used the loveseat hardly, no pets and no major wear/tear is noted. This is a faulty bonded leather material but they will not honor my request to have them checked out.It has been just about two years and 2 months since we had them delivered. Pretty unfortunate that we spend $1668 with no luck! This is an odd peeling due to not being used, the material was always slightly softer on the loveseat arm rest. They will not consider anything at this point.

      Business Response

      Date: 01/28/2023

      The RoomPlace was saddened to learn of this concern. We do not show any contact noted from date of delivery until the receipt of this complaint. The 1-year limited manufacturer's warranty expired 11/21/21. We are having a difficult time opening the photos and will connect with our Customer directly for further clarity. Given that the merchandise is outside of the warranty period, we will see what option we may have to assist in the genuine interest of ***************** With much respect, Customer Care

      Customer Answer

      Date: 01/30/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

      I contacted the Room Place last year and received a call back replying that there is nothing they could do for the peeling, even though I expressed that this must be due to faulty material. I did receive a recent email reply after many times of trying to connect with them, I receive the same reply stating that it is past the one year warranty and even with extended warranty peeling would not be covered. It is unfortunate that they cannot stand by their products. The previous time I called my concern was that the material was cracking/discoloring in that area.

       

      I am requesting that they come out and check the furniture to see the damage and work from there.


      Regards,

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


    The Roomplace is NOT a BBB Accredited Business.

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