ComplaintsforRooms To Go

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  i bought new furniture in oct-23 and in 8 month the cushions are getting flat. rooms-to-go send an inspector to my home to check. the inspector told he has to send me a part. now rooms-to-go is saying that sofa is not defective so it's not covered under manufacture warranty

  

  Business response

  06/27/2024

  Dear BBB,
  
  This is in regards to our customers claim.
  
  Please express our apologies to our customer for any misunderstandings regarding their warranty.
  
  In regards to our customers situation, we have reviewed their account, the technicians findings and the pictures taken at the service in its entirety. It was deemed the issues with the sofa cushions are consequential and not vendor related; therefore, not covered under warranty.
  
  Please understand we offer a 1-year warranty against manufacturers defects as stated on the Terms and Conditions of Sale located on their sales receipt. Their delivery was made on 10.31.23 with no reported issues until now. Foam density is caused by normal wear and not a manufacturers defect. For this reason, the claim was denied.
  
  However, as a gesture of good will, our office will offer to order the *** seat casing with core a 1-time courtesy. Should the customer accept, the order would be placed with the manufacturer. Parts may take at least ****** to acquire from the vendor.
  
  Please let us know if they wish to pursue the above stated offer.
  
  Thank you,
  
  
  ********************
  Presidential Assistant 

  Customer response

  06/27/2024

   
  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

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This happened on 6/18/2024 i ordered new furniture from rooms to go in ***********. When the furniture was delivered I first noticed that the kitchen table was not the correct color which I told the delivery guy about. He said thats fine they will just exchange it and continued to put together everything for the kitchen table. Now after talking to the sales reps they are stating that the color is different from lighting, I have provided pictures from the store model to the one I received. I am not sure how lighting can turn a black table light brown as we wanted the light brown table. Then they put together the couch which I told them was not the couch we agreed upon. After that I contacted a sales rep who said have them take the furniture out. I told them that I wasnt going to accept the furniture and please remove it. The tall driver started to get angry and raise his voice to me telling me he was not removing anything he has a couple more trips to make before his trip to *******. I told him thats not my problem I need this removed as its not correct and we will be getting something different. He started speaking a different language to the other driver than when I asked him what he said he got angry, cursed and walked out saying hes not taking anything. His manager called me seeming to stick up for his driver, which I guess customer service doesnt apply to delivery drivers. Ive talked to so many people from your company and still very unsatisfied. I should not have to pay a redelivery fee on products that are not correct. Being told by people within your organization that the table changes color with lighting is the craziest thing Ive heard and maybe should of been explained by the sales rep. I would like a refund for the delivery fee and also be able to pick out new furniture with no penalties after the way I was treat by the delivery driver and sales rep. ****** see the pictures and let me know how those tables are similar?

  

  Business response

  06/19/2024

  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To Go, please express our apologies to our customer for any inconvenience or misunderstandings they may have experienced.
  
  Rooms To Go prides itself in excellent customer service,henceforth; it is unfortunate to be made aware of the allegations expressed.Please rest assured, our office will be investigating further with the corresponding departments and address internally any issues as deemed necessary.
  
  With respect to their situation, we have reviewed the account and show the customer received the products chosen and paid for at the point of sale. According to our buyers, the dining table only comes in one colorway.Wood case goods may vary slightly depending on the batch manufactured by the vendor. That is uncontrollable. Lighting may also be a factor since consumers homes are not set up like spacious showrooms nor may have as much light/natural light they do. Regarding the living room furniture, we have been made aware the issue was that it did not fit in the home. These issues are considered customer preference not defects. Nonetheless, we show the customer was authorized a reselection of the product in the home to different living room grouping and dining set of equal value. The consumer is responsible for any difference in price should it be greater plus reselection fees as stated on the terms of sale located on their purchase receipt. Our records show the customer has already reselected the product. The current product will be picked up when the new is delivered.
  
  We trust this claim is settled.
  
  Thank you,
  
  
  ********************
  Presidential Assistant

  Customer response

  06/20/2024

   
  Complaint: 21868215
  
  I am rejecting this response because: 1) if the table is made from different wood all the time and the color can vary depending on what material is used, as a customer how is that fair when we pick the color from the store and receive something totally different? It should be explained and on the table in the store there should be a not that expresses the same. That is not our fault. 
  2) when we were sold the couch we were told it would be smaller as we gave the sales associate the measurements of our living room yet that was not the case. So you can say its customer preference but its being told one thing from the sales rep and receiving the whole couch to later on find out that it only comes in one size.

  3) before any furniture was completed being set up I called the store to express my dissatisfaction. The lady said to tell the drivers to stop unboxing and return the items, which I did, because if not we would get charged a new delivery fee. Again the one driver gave me attitude, was very rude and would not stop setting it up. He then called his supervisor who called me and his supervisor stated that there would be no re-delivery charge which happens to be a lie. The number of that supervisor is ************. So I had the sales lady telling me there was a charge and this guy saying there wouldnt be a charge so his men could leave. Im sorry but I dont see how this issue is resolved. The store gave us $100 off delivery but I want the rest of the delivery fee waived due to the manager giving me false information and the issue with the one delivery driver who didnt want to remove any furniture because it would interfere with his trip to ******* the next day. I did not deserve to be treated like that, if I was given correct information this would not be an issue but I wasnt. 

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

  

  Business response

  06/21/2024

  Dear BBB,
  
  Our office understands our customers views. Unfortunately,our position as outlined previously still stands.
  
  However, we have reached out to the originating showroom for further review. The stores management team has made the decision to refund the delivery charge off the new order as a 1 time gesture of good will.
  
  We trust this claim is settled.
  
  Thank you,
  
  
  ********************
  Presidential Assistant

  Customer response

  06/24/2024

   
  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.  Thank you for your assistance in this matter and taking ownership of your employees actions.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a sectional and it was delivered on 6/6. One of the peices of the sectional was missing legs and a pillow. The missing parts were ordered on that same day and I was told they would be overnighted. It is 6/17 and I have still not recieved the missing parts. I've called several times and have gotten the run around being told that I will take 4 business days, overnighted but weekends don't count, etc. At this point they don't have an ETA for the parts and the next available exchange date is 7/11 which is over a month after my inital delivery. I wish I could just get a refund but of course that is not an option. Worst part is that I got rid of my old sofa to make room for this new sectional so I don't even have a functioning sofa for my guests for this 4th of July weekend!

  

  Business response

  06/18/2024

  Dear BBB,
  
  We are in receipt of our customers claim.
  
  On behalf of **********************, please express our apologies to our customer for any inconvenience and misunderstandings experienced.
  
  We regret their living room furniture was missing parts and if there was no clarification regarding the presented information.
  
  Our records reflect a part request was made for the needed pillow and legs. A request to overnight them was made. However, any request is contingent on availability and would be done on the following business day.Parts take up to 90 days if needing to come from the manufacturer. We apologize if this information was not given. As far as the exchange offer, the chairs are on backorder from the manufacturer which is why the soonest date delivery could be made was 7.11.24.
  
  Currently, we have been made aware one of our customer care supervisors has spoken to the customer. Search was made though out our servicing regions and parts have been located and they are being sent to the customer via **** The customer has been made aware of this.
  
  We trust this claim has been settled.
  
  Thank you for your time.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer response

  06/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution (Rooms To Go shipped out missing parts and I have recieved them 6/20) is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Went in to look around...was approached by *****************************...We were then told about the special promotion..... 50 month no interest financing , payments around ***** a month...But when I got in touch with the credit company I was told the payments are ****** per month and have 6 months to pay off 4000 dollars...ie.. DECEMBER...We would never have agreed to that as we had just purchased a car,but when he mentioned the promotion we talked it over an said to each other 50 months is doable...When I contacted RTG all I get is the run around!!!!

  

  Business response

  06/17/2024

  Dear BBB,
  
  We are in receipt of our customers complaint.
  
  On behalf of **********************, please express our apologies for any inconvenience or misunderstandings they may have experienced regarding their financing.
  
  With respect to their situation, our customers have many payment options available to them. As our customer stated, they wanted to take advantage of the finance promotion running at that time of the extended period Interest Free plan;therefore, the credit application was submitted on the customers behalf. However,qualification is based on the consumers credit worthiness and determined by the finance institutions not Rooms To Go. Our records reflect their financing was approved by ******** The terms of their promotion are clearly printed on the purchase invoice the customer signed for. A copy was provided to them at the point of sale.
  
  Genesis requires monthly minimum payments. No interest is accrued if paid in full within 6 months as stipulated. Unfortunately, this is not in our jurisdiction.The customer will need to direct this claim to the finance institution.  
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer response

  06/17/2024

   
  Complaint: 21859016
  
  I am rejecting this response because:

  This should have been made clear...there was no mention that we weren't getting the deal..we would not have accepted it as we had just purchased a car...

  I'm not satisfied ...

  No matter what you say..this is a bait and switch tactic...

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

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought furniture from Rooms to Go and purchased an additional warranty (Guardian) to cover any damages. The product purchased turned out to be of suboptimal quality. Per their process, the complaint was raised and its been more than 4months that has not been addressed by the company. The staff keeps pushing the customers from one department to another and blames everything that a customer should have done to solve their problem. Very surprised as to how such a professional organization deals with customer experience, My claim details are as follows:Claim Number - ******* / ******* /******* Authorization # 130*******

  

  Business response

  06/14/2024

  Dear BBB,
  
  We are in receipt of this complaint.
  
  On behalf of Rooms To Go, please express our apologies to our customer for any inconvenience they may have experienced.
  
  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

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a childrens bed set from them last year and it was delivered in November. When the delivery arrived they were missing the mattress protector. I asked the delivery men if they were sure they did not have it one the truck and they assured me it was not there. They were given tips each and thanked. The store was notified and they said they would correct the issue. That evening the delivery people brought one to the guard gate and left it. A day or so later I received a call from the store asking if I had received it and I confirmed I had. Then another one showed up in the mail. It was a store error that they had sent 2 when I only wanted 1. Fast forward to June and I received a notice that I owe them $108 for a past due balance. It takes several days of calls. I speak to the manager of the childrens section that tells me I can return it by bringing it to the store unopened and then could have the charge reversed. If it is opened, it cannot be returned. He states for any disputes to call corporate. I call corporate and they tell me to return it or I am required to pay. I tell them they sent me unsolicited goods and Im not required to return or pay based on Florida law but was forced to pay or have outstanding balance/collections. When I logged in online, the payment was $96.29. I payed it. However, they sent something that I did not order and demanded payment or for me to bring it back to them which is not correct business practice. It is also unclear why paper bill and online bill do not reflect same amount due.

  

  Business response

  06/14/2024

  Dear BBB,
  
  This is in response to our customers claim.
  
  With respect to their situation, we have reviewed the account in its entirety. Our records reflect the customer reported they were missing a mattress protector from their delivery on 11.17.23. In order to correct, a new protector was ordered so it could be shipped to the customer. However, the delivery drivers later located the piece on their truck and returned to the customers home and left it for them. Our records do not show the customer reported they received both nor inquired if they needed to return the 2nd one or how to do so. The customer kept both protectors leaving a balance due for the 2nd one.  
  
  The price of the protector is $96.29; however, the customer was sent to Transworld for the unpaid balance. If they received a bill for a different amount, that *** be the service fees that company charges. The customer would need to speak to Transworld directly in order to settle.
  
  Although we sympathize with their concerns, we apologize for being unable to pursue any action due to the reasons explained above.
  
  Thank you,
  
  
  ********************
  Presidential Assistant

  Customer response

  06/14/2024

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

  Constitution,
  & Laws of *******
  The 2023 Florida Statutes (including Special Session C)
  
  Title XXXIII
  Chapter 501
  
  REGULATION OF TRADE, COMMERCE, INVESTMENTS,
  CONSUMER
  AND SOLICITATIONS
  PROTECTION
  
  
  501.0113 Unsolicited goods; no obligation on part of recipient.-When unsolicited goods are delivered to a person, the person may refuse delivery of the goods, or, are delivered, the person is not obligated to return the goods to the sender. If unsolicited goods are either addressed to or intended for the recipient, they shall be deemed a gift and the
  recipient may use or dispose of them in any manner without obligation to the sender.

   

  
  Sincerely,
  

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

  

  Business response

  06/18/2024

  Dear BBB,
  
  Our office understands our customers views. However, the customer placed the order initially for the mattress protector as their purchase invoice indicates. Sadly, it was not located when the drivers delivered the rest of the furniture on the order which is why the customer reported this and a new protector was shipped to the them. This was not unsolicited. The customer chose not to return the 2nd one that was shipped/delivered making them responsible for paying the balance due.
  
  Thank you for your understanding.
  
  Respectfully,
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  06/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of Transaction - 05/28/2024 Items Purchased - Sectional Couch, Chairs and Pillows.Amount Paid - $3783.82. It includes $269.98 in delivery/ setup charges.They delivered the couch; however, they did not place them where I requested them. This are heavy couches which requires a power to be ran to 3 of them for operating. Rooms to go is refusing to move the couch when we requested them to place. Please refund $269.98 that we paid.

  

  Business response

  06/14/2024

  Dear BBB,
  
  We are in receipt of this complaint.
  
  On behalf of Rooms To Go, please express our apologies to our customer for any misunderstanding they may have had regarding their delivery service.
  
  With respect to their situation, we have reviewed the reported issues with the corresponding delivery company. We regret if the customer was dissatisfied with the final placement of the furniture. Please understand, due to heavy volume, drivers will place merchandise where they have been instructed to as a 1-time placement in the location that has been cleared for delivery. We have been made aware the drivers spent over their allotted time in the home clearing the area at the customers request and changing the placement of the new furniture multiple times. Unfortunately, this is not the responsibility of the delivery service. The order was delivered as scheduled; therefore, we would be unable to refund the delivery charge for services provided in good faith.
  
  Although we value our customers business, we are unable to comply with their request due to the reasons explained above.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is my order number: 19227855I. I was shown a three piece image but only 2 delivery. After review I see that its only 2 items is written in the description. I want to return items because its misleading that they have three images photo, but you are selling two. Also the description said two items, but included something like it was a third piece very misleading. If the bbb doesnt do anything or rooms to go, Im going to synchrony bank.

  

  Business response

  06/12/2024

  Dear BBB,
  
  Please express our apologies to our customer for any misunderstanding they may have had regarding their purchase.
  
  Our records reflect they placed their order via our online store.We show they received the living room furniture they chose and paid for. Please note that like in our local showrooms, the online store displays collections for our customers convenience. The product, description and pricing information are clearly listed next to the product for their review prior to placing the order.The items are also itemized on the customers invoice.  
  
  We would not be able to offer a straight return; however,our customer is welcome to speak with our online store staff for any other possible options.
  
  Thank you,
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased some furniture from your store at the ********** location off I-10 in *****. The issue I am experiencing is with a mattress which was purchased back in January of 2024 for my new house in **** *****. I had placed and chosen an extra firm mattress at the store as I suffer from back pains and can only sleep on firm to extra firm mattresses but somehow the sales person placed and order for a medium to soft feel mattress as the there was some inventory issue that day in store, I didn't think too much of it and thought they had found one in stock.Now that my back pain is back I started investigating the mattress and called the store and customer service and was put through loops. Spoke to a sales lady at the store and she was extremely rude, asked to be transferred to the Manager and he was even more rude and said you bought at ****** center call them not me. I tried explaining the issue which he clearly didn't want to listen a word off and told me that I should have known what mattress I had bought and the first night of sleeping on it I should be able to tell, I tried explaining I recently started using it but he said I could be lying and nothing he can do as it is my fault and I should be literate enough to which series of mattress is what.To give more context, I was told by the sales person it takes 3months for a mattress to settle in and I moved into my new house in ******* in March and started using the mattress and was allowing it to mold or settle. There is no serial number on the mattress, no SKU, no description, how would I know what I bought? it doesn't even show on my order receipt and the manager expected me to know all that information.

  

  Business response

  06/11/2024

  Dear BBB,
  
  We are in receipt of this complaint.
  
  On behalf of Rooms To Go, please express our apologies to our customer for any inconvenience they may have experienced.
  
  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 response

  06/12/2024

  
  Complaint: ********
  
  I am rejecting this response because: I would like to provide more details on the order

   

  Order No: ********
  Cell: ************ Cell linked to order ************
  Name: ***************************
  
  Sincerely,
  
  ******* *

  

  Business response

  06/13/2024

  Dear BBB,
  
  We received the requested account information and were able to pull up the customers order.
  
  In regards to their complaint, we have reviewed their account in its entirety. Our customer purchased their bedding from our Katy ****** store on 1.11.24. This is a clearance store. In view of this, it is customary for consumers to review the items they are choosing to ensure their final selection meets their needs.
  
  We regret we have no way of knowing what was stated at the point of sale. Given the length of time the product has been in the customers possession, there is no evidence to support the allegations.
  
  Nonetheless, we have been made aware a service has been generated for the mattress. It is scheduled for 6.14.24 to evaluate it. Our online complaint office has been in communication with the customer directly and will be following up once service results are provided.
  
  Thank you,
  
  
  ********************
  Presidential Assistant 

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a sofa for $2493.08 (including the warranty) on 12/14/23 fro Rooms to Go-Dadeland. A few months later, I saw the sofa had some stains. I tried to clean them, but they did not come off. I contacted the warranty Rooms to Go sold me. The seller from RTG said it will cover any stains for the next three years. The warranty company denied my claim, saying they do not cover an accumulation of stains, and they will cover a specific stain. Now, I have a brand new sofa with some stains and Rooms to Go do not offer a solution for me. I am also questioning the quality of the sofa. They sold it to me as leather, but I doubt it. I have had leather before and it cleans easily. I am very disappointed at this company because I was lied about the product and service that I recieved.

  

  Business response

  06/12/2024

  Dear BBB,
  
  We are in receipt of this claim.
  
  Rooms To Go offers a 1-year warranty for manufacturers defects as stated on the terms located on their purchase receipt. Our customer purchased the extended service plan powered by Fortegra. Their guidelines of what is and is not covered are clearly outlined under the website referenced on said invoice.
  
  With respect to their situation, we have reviewed their account, the service findings and pictures the customer provided. Please note that stains are not a vendor related defect. They are caused in the home. Since it is under the plans purview under accidental instances, Fortegra approved service for evaluation and a technician was sent out.
  
  Unfortunately, the sofa was found to have multiple stains on different areas which is considered accumulation of stains not accidental. Per the terms the customer agreed to, the plan will only cover a single incident under the accidental portion of said agreement. Please understand the consumer is responsible for the general maintenance of their furniture. if the set is not maintained, it voids the purpose of the coverage.
  
  We apologize for being unable to comply with their request due to the reasons explained above. The customer would have to reach out to Fortegra should they wish to dispute their decision.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant 

  Customer response

  06/12/2024

   
  Complaint: 21828369
  
  I am rejecting this response because: the stains on my sofa were not done intentionally which makes them accidentally. I have been taking care of the maintenance of my sofa since I bout it, but due to the poor quality of the material ( supposedly leather) the stains remain on the sofa. Im very dissatisfied with the sofa quality, thus, all Im asking the business for is to allow me to exchange it for another sofa of equal value but better quality. 
  
  Sincerely,
  
  Daymet ********* Del ******

  

  Business response

  06/13/2024

  Dear BBB,
  
  Our office understands our customers views. However, no material (fabric or leather) is stain proof. Unfortunately, our position as outlined previously remains unchanged.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer response

  06/13/2024

   
  Complaint: 21828369
  
  I am rejecting this response because: As you mentioned, no material is stain proof, so my recommendation is to stop selling the warranty service by Fortegra saying that they will cover any stain on your furniture. I remember the seller even showed me a visual sample of different stains that the warranty would cover. Your business sold me a service with lies. I have been your customer for many years, either my husband or myself have bought numerous furnitures from your company throughout the years, but the fact that your business dont want to offer a solution to me, even when the sofa is practically brand new, will definitely change that. Im definitely very disappointed at your company, and the way the deal with these issues.
  Sincerely,
  
  Daymet ********* Del ******

*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. ↩