Business Profile

Furniture Stores

Rooms To Go

Headquarters

Complaints

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

Customer Complaints Summary

1,744 total complaints in the last 3 years.
427 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:05/30/2025
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.
I purchased a 7 pieces bed room suite and mattress on May 18th to be delivered on May 30th. I am in the process of moving to a new town. I arrived in the new town at the beginning of the delivery window only to be called at the time they were supposed to be here to tell me that the driver of the truck that was coming to me had an emergency and couldnt come in so all deliveries for the driver was cancelled. And they are unable to deliver until Sunday June 1st. This is an incredible inconvenience to me as I drove out of time to meet the delivery driver and also, I now dont have a bed or any furniture to sleep on for 2 nights. I was not offered any type of resolutions or reconciliation for this MAJOR inconvenience. Everyone I have spoken to has been extremely rude and have not shown any empathy. Its appalling and unbelievable that such a huge and well established corporation would have to cancel all orders for the day based upon one worker not showing up to work. They keep saying unforeseen circumstances but you already told me that it was because the worker didnt come to work and that is unacceptable.
Business Response
Date: 06/03/2025
Dear BBB,

We are in receipt of this complaint.

Records reflect that our escalations office reached out and spoke to our customer and has addressed their concerns. We show a resolution has been agreed upon in order to settle their claim.

We trust this claim has been answered

Sincerely,

******** *.
Presidential Assistant
Customer Answer
Date: 06/04/2025

Complaint: 23397624

I am rejecting this response because: I havent received any call from any escalation department. My furniture has been delivered now but that doesnt address the terrible customer service I received and the fact that I had no bed to sleep in for 2 days.

Sincerely,

*** *******
Business Response
Date: 06/05/2025
Dear BBB,

Our office understands our customers views. However, our records reflect communication was made on 6.03.25 on or around 1:15pm and their concerns addressed. Accommodation was also provided in order to finalize their claim. We believe this claim has been answered.

Respectfully,

******** *.
Presidential Assistant
Customer Answer
Date: 06/05/2025

Complaint: 23397624

I am rejecting this response because: Rooms To Go claims that a member of their escalation team contacted me on Tuesday at 1:15 PM. However, I did not receive any phone call, voicemail, text, or email from them at that time or on that date. I am unsure who they may have spoken with, but it was not me, the customer who filed this complaint.

At this point, not only am I disappointed by the initial last-minute cancellation and poor customer service, but Im also deeply concerned about the companys decision to provide false or inaccurate updates to the BBB.

I would still like a genuine resolution, including an actual phone call from a member of their escalation team, an acknowledgment of the mishandling of my original delivery, and an appropriate apology for the lack of professionalism and empathy shown throughout this process.

Sincerely,

*** *******
Initial Complaint
Date:05/29/2025
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 purchase a brand new sofa when I bought my home. I was relocated thereafter so my home was close and my furniture remained unused. We returned eight month ago. Upon using the large sofa, it sags tremendously in the middle. I have purchase new supporting foams,do not work. I purchase a yoga mat for extra support ,it does not work. I purchase a wood support and still sags in the middle and creates noises. The sofa is well kept. It is insured and two evaluations have been done. However, upon the the evaluation visit the tech agree with me that is poor construction, spring problems and poor quality sofa sold to me. Yet, after I'm informed that it is normal wear, that the sofa is great condition and nothing will be done.An eight months old sofa should not need extra foam, yoga mat and play wood support to prevent and achieve an even look when it is not in use. When you use it, it sags, it looks terrible and disproportionate. It does not look good and why did I insure it , not to receive the services needed it. And further, last tech lied saying he provided extra sitting support when it is incorrect and not truthful. I purchase and have receipts of those supports currently in place. They do not work. I did not buy a sofa to make extra investment towards making comfortable and liveble. It is not acceptable. It is a substandard product, admitted by one of the tech himself and it should be replaced.
Business Response
Date: 05/30/2025
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 their purchase receipt. This expired in April 2024. They purchased the extended service contract powered by Fortegra.Their guidelines of what is/is not covered is clearly outlined on the paperwork provided at the point of sale as well as on the website referenced on their invoice.
We have reviewed the account and delivery records in its entirety. Since delivery, we show no records of any issues of this nature ever reported until after it has been in the home over 2-years. Unfortunately, two different services have been out to evaluate the product and deemed the issues are not vendor related. For this reason, ******** denied their claim. Rooms To Go would be unable to present a course of action given how long the product has been out of warranty. The customer is welcome to reach out to ******** should they wish to discuss the denial.
Thank you,

******** *.
Presidential Assistant
Customer Answer
Date: 05/30/2025

Complaint: 23392708

I am rejecting this response because:
Please kindly initiate the same complaint proceeding with Protegra as well. We did call Protegra and they were the ones that sent the two misguided techs. We were not in our home for two years I was relocated and our furniture say cover, protected and unused until eight months ago. We purchased insurance, it should to cover this manufacturer unacceptable poorly design flaws.

Sincerely,

Brentlie ******
Business Response
Date: 06/02/2025
Dear BBB,

Our office understands our customers views. However, we have already answered their claim. We regret our position previously outlined remains unchanged.

Thank you,

******** *.
Presidential Assistant
Customer Answer
Date: 06/03/2025

Complaint: 23392708

I am rejecting this response because:
I had two separate tech in my home to access the sofa. One agree there was unusual give of the spring in the middle and no support whatsoever in the middle. The other spoke of basically constructed front, woof being too low to support and the springs as well. Then, both go back and dismiss the case with lies.
I think the techs are telling the truth but are made to say something different so Fortegra does not cover claim. I paid for the insurance. I'm within coverage, My sofa should be replace. BBB if it is within your power lets take this to media, I'm ready. This unacceptable, I will not take no for an answer.

Sincerely,

Brentlie ******
Initial Complaint
Date:05/28/2025
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.
The salesman **** sold us a sectional that was inappropriately configured. When it was delivered on 5/2/25 the recliners would not open. We sent the wedge piece back same day and contacted store. The next day called manager ****, he said come to store to exchange the other pieces. We did this on 5/3/25 and **** told us we would be refunded for the wedge on 5/5/25 since we never had this piece in our home. After multiple calls to store we have still not been refunded for this item we never had due to salesman error when he sold it to us. ******* has told me multiple times on the phone she would create an invoice to refund us and call me back and never has. I have filed a claim with *********** and store has not responded to this either. I want my refund for an item I never have had!
Business Response
Date: 05/29/2025
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 to address their concerns. Refunds are not processed until products are checked back into the distribution center.We have been informed the rejected piece was checked in and our accounting office is processing the customers refund. all refunds take up to 21 business days to reflect on the card used at the point of sale.

We trust this claim has been settled.

Thank you,

******** *.
Presidential Assistant
Customer Answer
Date: 05/29/2025

Complaint: 23390424

I am rejecting this response because:

I have NOT been contacted as this business claims by anyone! I have been given the runaround every time I call this establishment. I have never been told what is claimed and every time it is a new story
Basically I want my refund. This item was never in my home, rejected delivery on May 2nd. Told in person on May 3rd I would have a refund processed in May 5th and after several calls still no refund.

Sincerely,

***** Board
Business Response
Date: 05/30/2025
Dear BBB,

This is in regards to the latest reply.

We have reviewed the inquiry with our accounting office. The funds were already taken through a chargeback dispute the customer filed with their bank. Therefore, they will need to contact their banking institution regarding their credit.

We trust this claim has been answered.

Sincerely,

******** *.
Presidential Assistant
Customer Answer
Date: 05/30/2025

Complaint: 23390424

I am rejecting this response because: rooms to go has not responded to my chargeback dispute with *********** so therefore is NOT resolved.

Respond to *********** and approve the charge back or refund my money! This is incredibly ridiculous to fight for 1 month to be refunded for an item I never received.

Rooms to go has NOT approved my dispute so no I do not have my money back...yet!!
Approve the charge back or refund and quit making excuses!!! This is absolutely ridiculous! Very unprofessional and not acceptable for a business to keepony!
Is not resolved!

Sincerely,

***** Board
Initial Complaint
Date:05/27/2025
Type:Order 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.
Hello,I have purchased a sectional from Rooms to go in *************, **. Since day one one of the reclining pieces catches/pops when in use. They have sent out 3 separate **********s and are still refusing the ***lace this piece. The first ********** who came out, determined the main frame was bent/damaged and ordered a whole new base system. The 2nd ********** who came out after the part was delivered. Refused to install the part, and claimed he can fix it. He put a ton of washers and a few other miscellaneous pieces of hardware and it did seem to fix it. Temporarily. They sent out a 3rd ********** who saw the prev techs ***airs and was confused why he didnt just ***lace the base as he had the part. He took some pictures of what was done and said he would send in his ***ort as he couldn't do anything. I assumed he was putting in for a ***lacement section or another part. I reached out to Rooms to go again, and the *** claims the last tech noted nothing wrong and they will not ***lace anything, but again, send oit a 4th **********. We paid good money for this sectional including their extended warranty. We're just getting jacked around and need some additional help resolving this before we turn to other options.
Business Response
Date: 05/29/2025
Dear BBB,

This is in response to this claim.

Our office has reached out to our customer and addressed their concerns.

We trust this claim is settled.

Sincerely,

******** *.
Presidential Assistant
Customer Answer
Date: 05/29/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* *******
Initial Complaint
Date:05/23/2025
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 a sofa and loveseat a year ago on March of 2024 I also put insurance for three years on every item I purchased in the store Rooms To Go that day This is the third time I called to get a repair tech come to the house to check out the sofa. The first time the stitching wasopening up in the back of the sofa. The second time we hearing a wood sound like cracking sound when you sit or stand up from sofa, this was in April of this year. The tech came in said you need new cushions. He only ordered one and it takes about three months to receive I still havent received it .replaced with same ones Thats what they said so I called up to go check **** schedule They came down Thursday. They looked at the sofa. He says this other cushion as hard as a rock I said yes, but you order one order all three I need new They called me today from the room to go cause they cant cover the sulfur because its been a year in residence And you have to deal with the insurance, but the insurance company doesnt cover the cushions so I got stuck with a sofa that I cant do anything with. dont even sit on the sofa because Im paralyzed confined to a wheelchair and only **** sits on the sofa is my wife holy weighs 130 pounds and she sits on it like 2 to 3 hours a day thats it so like I told the salesman I told manager in Rooms To Go I told the repair guy out of one out of 100. I got the damaged sofa please return it so I can get a new one Im stuck with a sofa that Im still paying off and paying off the insurance also on it and they will not change it. Thats ***** giving the complaint today.And before I forget this, the repair guy the tech when he came on April 8 when he removed the cushions he saw the brand andthe brand is ***** ******** and he said oh no we have problems with his brand He said the only problems we have when we go out to repair sofa is this brand not the other ones only this brand we got problems so why do they continue selling it ?
Business Response
Date: 05/27/2025
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 their purchase receipt. This expired in March 2025. They purchased the extended service contract powered by *********The guidelines of what is/ is not covered is outlined on the paperwork provided at the point of sale and on the website referenced on said invoice.
We have reviewed the account in its entirety. ******** approved service for evaluation. The issues reported were not vendor-related defects. Therefore, their claim was denied. As a gesture of good will we ordered a replacement cushion as a 1-time courtesy. Parts take up to ****** days to ship from the manufacturer as soon as it is available. Unfortunately, we would be unable to present any other course of action due to the reasons explained above.
The customer would need to reach out to Fortegra should they wish to discuss the claim denial.
Thank you,

******** *.
Presidential Assistant
Initial Complaint
Date:05/22/2025
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 a living room set in summer 2024 with an extended warranty. Within 6 months the cushion I usually sit on was showing significant discoloration, way beyond what is acceptable for a couch that new and minimally used. After I attempted to fix it or clean it to be sure it wasnt a stain, I filed a claim on the extended warranty. A man came to my house, took one look at the cushion and said that was not right and it shouldnt be doing that, tried to clean it and failed, and then told me hed put in to have the cushion cover replaced for me. Almost 2 months went by and I heard nothing so I contacted Rooms to Go in order to get a status update and to ask about buying extra covers for the other 7 cushions. I was told by *** customer service that the claim was denied as the defect was a discoloration and not a blatant stain. So not only was I not alerted to the denial, but I was denied for something that should be covered as the couch was less than a year old. I attempted to reason with customer service only to be told they wouldnt do anything about it. Not try to work with me, not reach out to the warranty company, nothing aside from quote me $44 each to order covers for the other cushions. It seems to me that is an easy thing to resolve for a dissatisfied customer and the fact that they wouldnt even escalate this issue internally and just say oh so sorry is ridiculous. I will never do business with *** again after this experience. I expect the damaged couch seat cushion cover to be replaced at no cost to me, in addition to the 8 covers I bought and paid for. For $44, thats a cheap concession for *** to make to satisfy this issue.
Business Response
Date: 05/22/2025
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 their purchase receipt. They purchased the extended service contract powered by ********. The guidelines of what is/ is not covered are outlined on the paperwork provided at the point of sale as well as the website referenced on said invoice.
We have reviewed the account and delivery records in its entirety. The issues the customer reported directly to ******** are not covered under the terms of the warranty we offer. They fell under the purview of the extended service contract for review, which is why they approved service to evaluate.Unfortunately, consequential damage is not considered a defect. This is why their claim was denied. We agree with this assessment; therefore, we would not be able to comply with their request of replacement. Our records show the customer has opted to purchase new casings and will be processed accordingly. Nonetheless,they are free to contact Fortegra if they wish to discuss the claim denial.
Thank you,

******** *.
Presidential Assistant
Customer Answer
Date: 05/23/2025

Complaint: 23364647

I am rejecting this response because it should not be on the customer to follow up with ********************* contracted business when they deny a claim in any way shape or form. Also, again, this is a $44 cover for a cushion that is less than a year old. It seems like a stupid thing for Rooms to Go to get this arrogant and resistant over.
I, also, did not elect to buy new covers to dismiss this issue. I elected to buy new covers IN ADDITION TO this issue because that is how little faith I have in this couch holding up over time.
I expect Rooms to Go to resolve this by providing the new cover I have requested, and I will not accept any resolution that does not end with Rooms to Go doing just that. It is ridiculous how they are trying to dodge this issue, but I guess they dont care about having customers that are not only satisfied with their product but satisfied with the service provided by the business.

Sincerely,

****** ******
Business Response
Date: 05/27/2025
Dear BBB,

Our office understands our customers views. However, our position as outlined previously remains unchanged.

Thank you for your understanding.

Sincerely,

******** *.
Presidential Assistant
Initial Complaint
Date:05/20/2025
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.
On February 22, 2025, I purchased a king mattress and base for $5,877.01 from the above location. The merchandise was delivered on March 4, 2025. From the first night of use, it was clear the delivered mattress did not match the comfort level of the one I tested in the showroomit was significantly firmer and caused back pain and discomfort.Shortly after delivery, I returned to the store and raised this issue. I was told I had to wait 30 days before any action could be taken. I was also advised to walk on the mattress daily to loosen the coils, an unusual and clearly ineffective recommendation. I followed this advice in good faith, expecting resolution based on their instruction.I made at least three attempts to resolve this issueincluding both in-person visits and phone callsbefore ultimately contacting the store again on May 2, 2025, at which time they offered a reselect. By this point, after being stalled and misled, I informed them I would initiate a chargeback through my credit card issuer.The merchant has since responded to my chargeback with false claims, stating that I only contacted them once, never reported any issue earlier, and refused help. These claims are categorically untrue. I tried to resolve the issue multiple times and followed all of their instructions.Rooms To Gos no return after delivery policy was not consistently appliedthey themselves made an exception by advising me to wait 30 days. Their failure to honor their own guidance and the discrepancy between the mattress I tried in-store and the one delivered point to misleading sales practices and false advertising. I am requesting the Better Business Bureau to:Investigate this matter Assist in pursuing a full refund or supporting my chargeback Ensure this business is held accountable for deceptive and inconsistent customer service practices
Business Response
Date: 05/21/2025
Dear BBB,

This is in response to this claim.

Our office has reached out to our customer and addressed the concerns outlined in their complaint.

Thank you,

******** *.
Presidential Assistant
Initial Complaint
Date:05/20/2025
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.
Placed an order online on Sunday, May 19, 2025. No order number was provided as of the morning of Tuesday, May 20th, 2025. The cancellation for full refund policy states that the cancellation must be made within 48 hours of the order placed. Without an order number, the cancellation is not able to be completed online and may be difficult if not impossible to complete over the ******** seems that failing to provide an order number within the first 48 hours deliberately occurs to prevent a full refund to the customer. Financing however, was approved.
Business Response
Date: 05/22/2025
Dear BBB,

This is in response to this claim.

Our records reflect a purchase receipt was provided via email once the order was placed. The order # was reflected on this confirmation. We further show the order was canceled per our customers request for a refund back to the form of payment made at the point of sale.

We trust this claim is settled.

Sincerely,

******** *.
Presidential Assistant
Initial Complaint
Date:05/19/2025
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.
Once again, another horrible delivery from Rooms to go, as you can see this is not my first complaint but will be my last as I am done with them. On May 11, 2025 we went to **************, ** location to order a king-sized bedframe, which we did find but the salesman was trying to be sneaky. He kept asking me about getting the mattress from them to which i said no I am looking at Mattress firm as they have ones in my budget at $600 so he goes oh I got one for you then showed me a pillow top one and I said this is $600 n he goes yup then goes to write us all up. When he was giving the final breakdown the mattress was $795!!!! I said *** I told you my price range and you said it was $600 and he's like nope its $795 so I cancelled that, very shady dealings. Fast Forward to the delivery everything went fine until the end, the drivers said they were not provided the screws for the bedframe and I had to call to order them for the bed to be finished. Mind you I took the morning off from work and yet they couldn't finish the putting the bed together. So after multiple calls a manager said they would overnight the screws, which they did but it was Saturday so I couldn't even call to have someone come out. I had to call twice Monday morning to get someone to come out Tuesday to finish the bed as I will be leaving for a couple weeks. This whole experience was exhausting, and I will not be doing business with rooms to go again. When I call to speak to a manager every time the customer services **** give me pushback so it's a 5-minute argument until I finally get to a manager. They act like this is my fault that the screws were not sent. One manager's solution was for me to go buy the screws, why should I have to do that? Just a poorly run company.
Business Response
Date: 05/20/2025
Dear BBB,

We are in receipt of this complaint.

The account has been reviewed in its entirety. Our records reflect a resolution has been provided to the customer and their concerns are in the process of being addressed.

We trust this claim is settled.

Sincerely,

******** *.
Presidential Assistant
Customer Answer
Date: 05/20/2025

Complaint: 23348593

I am rejecting this response because: this is not my first issue or BBB complaint against rooms to go and their delivery issues. I had to take half a day off on Friday for my bed to be delivered only to be told they didnt have all the parts. Then today 5/20/2025 I had to take another half day off to wait for the technician to come complete the bed. How is any of this acceptable? I had to use time off from work and your response is that since my situation has been resolved theres no issue? What if you had to take consecutive days off work for a delivery that only needed one day? You guys give a 4 hour window so Im fine with taking my half day Friday off, but for me to use a personal day on Monday so your company could fix what they screwed up on Friday is unacceptable. And look at my past disputes your delivery team last year had the same issue. So I would like half off my order for the inconvenience and the personal time I had to take off from work due to your companies incompetence.

Sincerely,

******* ****
Business Response
Date: 05/27/2025
Dear BBB,

This is in regards to the latest reply.

Expeditious actions were taken in order to resolve our customers concerns, which were addressed. We offer many delivery days in their area Tuesdays- Saturday and service is offered Mondays-Saturdays. Therefore, a less time-constrained date may have been chosen by our customer if needed. In view of this, we would be unable to present any monetary accommodation due to the reasons explained herein.

We trust this claim has been answered.

Sincerely,

******** *.
Presidential Assistant
Customer Answer
Date: 05/28/2025

Complaint: 23348593

I am rejecting this response because: you are not addressing the situation or just ignoring the facts, the delivery date we picked which was Friday May 16th. The delivery drivers arrived without the screws to put together, so we had to have the screws sent to us then I HAD TO TAKE ANOTHER HALF DAY OFF WORK ON TUESDAY MAY 20th FOR A TECH TO COME FINISHED THE **** If you think this is acceptable then you business needs better leadership, as it took me multiple calls on Friday to get this done and speaking to management. How about you listen to the calls?
I dont understand how you dont take any responsibility for the drivers arriving Friday to fix the bed without the correct parts, then I had to take another half day off for them to come fix it. How would you feel if this happened to you? Dont tell me about how you offer days for delivery when thats not that issue.
iYou dont even have the decency to call me or admit your mistake. Pathetic response, I work for a Fortune 500 company and the type of response you gave would get me fired. You are not even focusing on what my complaint is about.

Sincerely,

******* ****
Initial Complaint
Date:05/16/2025
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.
Dear Rooms To Go Customer Service,I am reaching out regarding my recent mattress purchase and the replacement process due to a defect. While I appreciate the opportunity to exchange the defective mattress, I am extremely disappointed with the unexpected charges being applied to the replacement.When I originally purchased the mattress, the adjustable bed frame was included at no additional cost. However, I have now been informed that part of my payment for the original mattress is being redirected towards the replacement, and I am being charged separately for the adjustable bed framedespite it being part of the original promotion. This adjustment is completely unfair and does not align with the terms of my initial purchase.Additionally, I have been informed that I will need to pay $99 for pickup and delivery of the new mattress, as well as purchase another mattress protector. As a loyal customer who consistently shops at ********************** for ********************, I find these additional charges unreasonable. The full amount I originally paid for the mattress should be applied toward the replacement, and I should not be required to repurchase accessories or pay excessive fees for a defective product swap.I kindly ask that this matter be reviewed immediately and that the appropriate corrections be made to ensure fair treatment of a valued customer. I would appreciate a prompt resolution and an explanation of how this situation will be rectified.
Business Response
Date: 05/19/2025
Dear BBB,

This is in response to this claim.

Our office has reached out to our customer and addressed their concerns.

We trust this claim is settled.

Sincerely,

******** *.
Presidential Assistant
Customer Answer
Date: 05/20/2025

Complaint: 23338608

I am rejecting this response because:
I appreciate your response regarding my claim; however, I must address a critical issue in your explanation. The invoice provided does not reflect the promotional details you outlined, nor does it indicate that the adjustable base was a free upgrade. Based on the documented transaction, the full amount I paid should be applied entirely to the reselection of my new mattress.

Given these discrepancies, I find your practices misleading and request that the full amount be credited towards my reselection without additional charges. I expect transparency and fairness in this matter and trust that your company will honor the accurate record of my purchase.

Please confirm how you will proceed
Sincerely,

***** ******
Business Response
Date: 05/22/2025
Dear BBB,

This is in regard to the latest reply.

Our office has reached out to our customer and has provided information addressing their concerns. We are abiding by the guidelines outlined under the terms of sale located on the invoice they provided your office. Unfortunately,we are unable to comply with their request.

Respectfully,

******** *.
Presidential Assistant

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