ComplaintsforRooms To Go

• Initial Complaint

  07/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Please note that on June 19 my order was delivered to The ***** K **************** for shipment to the ****** Bahamas. My items was then ship during the next sailing date which was June 25 arriving ****** June 27. I then had the items cleared customs and paid the necessary fees on June 28 and received my items. As I open the boxes and then realized that a item (Coffee Table) was missing. See that it was a weekend I then followed up with the *************** (************) on Monday. As I was back and forward with the ************ to determined that no items was left behind and they had nothing for me. They then advise me to request a delivery receipt from Rooms to Go to determine you signed for the item. As I tried for a few days to finally to get someone to provide this receipt. I then forward back to the ************ say that Rooms to Go supposedly delivered everything. Because Rooms to Go is saying ***** signed say they did. However, the ************ insist that they shipped what was deliver. The ************ said the delivery guys off load the shipment themselves and load the pallets. The ************ then provided me with a 44 minutes video recording showing Rooms To Go delivery truck arriving, offloading, packing and wrapping the pallets. During this video recording, you can see the delivery guys realized that they was short an item, as the recounted and searched franticly. However, they obviously fail to report and adjust their paperwork to reflect the shortage and had the ***** signed for something they did not delivered. I contacted Rooms To Go about my findings and shared the video with them that I got from the ***** K for them to see the issue. However, they refuse to look at the recording and is sticking to their script the ************ is responsible for my table that was not delivered by Rooms to Go.Item Missing is SkU ******** ************ Contact Information *************************** ********************* ************

  

  Business response

  07/17/2024

  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.
  
  With respect to their situation, our records reflect each item on the customers export order was accounted and loaded for delivery and delivered to the customers shipping company on *******. The shipper signed off on each piece upon accepting the delivered furniture. In addition, we had the delivery companys manifest including the warehouse return logs reviewed and found no discrepancies.
  
  Our office has reached out to our export liaison. In the interest of customer care, we have authorized a new cocktail table be sent out to settle this claim. Said office will reach out to the customer directly via email in order to finalize.
  
  We trust this claim is finalized.
  
  Thank you for your time.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer response

  07/17/2024

   
  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

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We bought a mattress from room to go and purchased an extra warranty. the mattress started sagging and getting lumpy. We contacted rooms to Go and they (after 6 months of complaining) had the mattress inspected and deemed it to be deficient. They offered us a replacement by going back to the original store and having us pick out a new mattress. The ticket number is ******. We went to the store in ****** two different times within the 30-day deadline. Each time the employee we talked to did not want or did not know how to deal with a replacement. Both times the employee went to get a manager, and both times no manager came out to talk to us. The last time we waited over 30 minutes and no one came out to talk to us, neither the employee or manager. You can have your mattress back and refund our money so we dont have to deal the constant disrespect from the Dentons store employees and management.

  

  Business response

  07/15/2024

  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 they may have experienced.
  
  As we are concerned by the allegations expressed, we will be sharing this matter with the area regionals office in order to investigate and address any issues as deemed necessary.
  
  With respect to their situation, like most retailers, we offer a 1-year warranty against manufacturers defects as stated on the terms of sale provided at the point of sale and on our website. Bedding has a longer limited warranty we will honor. There is no additional warranty that was purchased on any of their mattresses.
  
  Our records reflect the customer was authorized a reselection of the mattress in questions in September 2023. They were given 30 days to finalize this transaction but did not. an extension was granted but also for 30 days. In view of this, we show our online complaint office has been working with the customer and a service was generated in order to evaluate the current standing given the length of time that has passed. The customer will be notified once a final decision has been rendered.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer response

  07/15/2024

   
  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

  07/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  on 6/20/24 The Tempur-Ergo bed was delivered and set up. We found the bed was not set up correctly based on the salesteam sold us on. I contacted the mfg and was told to contact store since only 3 days old. I was told by store manager Rom, on 6/22 via phone after several calls a new base would be delivered on 6/29. When the replace table was delivered no base. I went to the store and was told the delivery of exchange was cancelled and will be completed on 7/5 and he would come to the house to go over all features. Via text were were confirming the time on the 5th and then again no delivery and Rom never contacted me at all. I reached out via tex twice and no response. I contacted the corporate office and the agent I spoke to state a new based would be delivered yet again on 7/13. However after looking we have found missing parts and not included with the set up. So we can not use the functions we were told at time of sale and also we were told everything would be gone over in stail when set up and that did not happen. During this entire time, I also spoke with **** after several unretruned calls from *** and was assured it was being handled. Even when I met with *** and ********** was told this will be resolved and in fact Rom was going to have a the rep who trains everyone contact me and that never happened. My wife and I both feel that we have been lied to and decieved by this company.

  

  Business response

  07/15/2024

  Dear BBB,
  
  We are in receipt of this claim.
  
  With respect to our customers situation, our office has been in communication with the customer directly in order to investigate and address their concerns.
  
  At this time, we have set up service to see if we are able to finalize the set up of their adjustable base.
  
  Thank you for your understanding and time.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer response

  07/16/2024

   
  Better Business Bureau:
  
  The company and I have been communicating and service has been set up for the adjustable base.  Thank you  
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 20, 2024, I contacted Rooms to Go about an extended warranty claim. The claim number is *******. The items are a coach, loveseat and coffee table with accidental damage. The Rooms to Go technician came out and verbally said, The items should be replaced. Rooms to Go agreed to replace the cheapest item (the coffee table), but said they would only offer a shop repair which would require the items to be taken to a shop for two to three weeks. I am a single dad with four kids, and this time frame is not reasonable, and when I called and spoke to **************** on July 1 and July 5, I asked how they would color match a repair, and was told there is no guarantee it would match. I paid over $700 for the coverage and would simply like all three items replaced, not the one single cheap item.

  

  Business response

  07/09/2024

  Dear BBB,
  
  Our office is in receipt of our customers complaint.
  
  ********************** offers a 1-year warranty for manufacturers defects as stated on the terms located on their purchase receipt. This expired as of 9.22.22. Our customer purchased the extended service plan powered by Fortegra. Their guidelines are clearly outlined under their website also referenced on the stated invoice.
  
  With respect to their situation, we have reviewed their account in its entirety. Since the receipt of the furniture, there is no record of any verbal or written communication regarding any issues with the furniture until 6.20.24. The issues reported to Fortegra regarding the sofa and loveseat were not vendor related issues. They are being considered under the accidental portion of the plan. According to the technicians findings, these issues are repairable with new parts in our shop. Fortegra authorized said repairs. The cocktail table was found to have defects which is why Fortegra authorized replacement.The exchange is scheduled for 7.13.24.
  
  In regards to our customers concerns, it is not required that both the sofa and loveseat be picked up at the same time. They can be done one after the other; therefore, should take care of the customer being left without any seating all at one time.
  
  We apologize; however, we would be unable to offer any other option given there is no warranty on the furniture. They are solely under ***************** contract. The customer is welcomed to discuss the rendered decision with ******** directly.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer response

  07/09/2024

   
  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

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a white leather sofa and loveseat in November of 2023 from rooms to go. In April of 2024 we noticed the side of the sofa was turning pink. When the discoloration started affecting the inseams of the seat I went into rooms to go and complained. The customer service associate told us that they were aware of this issue and had previous complaints about this product. Around June 11th 2024 the company sent someone to our home who said they would contact us about their resolution. No one contacted us therefore we called on July 2nd and were told the case was labeled NO FURTHER ACTION TO BE TAKEN. We were seeking a replacement, but the product is defective and a replacement may have the same results. At this point we are seeking a total refund of the cost of the sofa and loveseat.

  

  Business response

  07/03/2024

  Dear BBB,
  
  We are in receipt of our customers claim.
  
  In regards to our customers situation, we have reviewed their account, the technicians findings and the pictures taken at time of service. It was deemed the issues with the sofa were not vendor related. For this reason, their claim was closed, and further action was denied. Please note the furniture was delivered on 11.28.23 with no reported issues until 6.06.24.discoloration is not covered under the terms of the 1-year warranty. Therefore,we agree with this decision.
  
  However, in the interest of customer care, our office will authorize the customer to reselect the sofa and loveseat in the home to a different sofa and loveseat or living room set equal in value as a 1-time courtesy. If greater, they would be responsible for the difference in price.They will need to see the office staff at the originating store for assistance.The current 2 pieces will be picked up when the new product is delivered. This offer is valid until 8.03.24.
  
  Although we value their business and sympathize with their concerns, we apologize for being unable to comply with your request for a straight return due to the reasons stated above.
  
  We trust this claim has been settled.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer response

  07/03/2024

   
  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

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/27 I purchased a dining set in ******* Tn that costed $1435.51. I made it clear to the salesman that I would not purchase unless I could receive all pieces of my order on the delivery date. I was assured that it wouldnt be an issue. Fast forward to the delivery date and I received the table only. RTG refunded the barstools and bench and came back to pick up the table. Now, Im getting the run around on the refund for the table that I am not in possession of. Corporate says they cant process the refund and the store says they cant. The store manager claims they cant find my original invoice. The manager at the store and the supervisor at corporate have both hung up on me, not returned my calls, and claim that their system is down or they are unavailable to speak with me everytime I call to inquire on the status of my refund. When I asked if they were accredited with the BBB the corporate office told me no. I had to ****** it to see that they were. I have disputed the charges with my credit card company and will never do business with this establishment again!

  

  Business response

  07/02/2024

  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 misunderstanding regarding their purchase.
  
  With respect to their situation, we have been made aware a return was authorized for the product that was already delivered and a cancelation done on the stools and bench for a full refund of the purchase price plus tax. What was not refunded was the delivery charge. However, one of our customer care supervisors has been speaking with the customer directly in order to address their concerns. We show a refund for the delivery charge is being processed to settle the matter.
  
  All refunds take up to 21 business days to process and 1-2 billing cycles to show on the corresponding statement.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a sofa pop up sleeper back in 2021 and purchased extended warranty which was purchased through rooms to go and was told if any damage occurred to my sofa the whole item would be replaced well 2 months ago I filed a claim and received one part of the sofa but not the other part of it the other part is a different color from the replaced I was told due to discoloration so I asked could I purchased the other part they told me call extended warranty which is fortegera because they didn't sell that piece separately due to the fact it's sold as one unit and that fortegera should have replaced the whole item I called fortegera they told me call back rooms to go so I did and rooms to go then told me I could repurchase the chaise for 900 dollars I think this is crazy since the first time I was told it couldn't be purchased separately. I provided the claim number for the tech to come out and look at the chaise which they are telling me more then likely would not be replaced. I feel the right thing to do is replaced because customer are being lied too which is not right. I have 2 cousins that work for rooms to go and she told me they are trained to tell people if item is damaged after purchasing extended warranty the item will be fully replaced. And in my understanding if the unit I purchased was not a separately purchased item then the while unit should have been fully replaced.

  

  Business response

  06/28/2024

  Dear BBB,
  
  We are in receipt of this claim.
  
  Like for most retailers, Rooms To Go offers a 1-year warranty for manufacturers defects as stated on the terms located on their purchase receipt. Theirs expired as of 2.14.23. Our customer purchased the extended service contract 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 in its entirety. Since delivery, we show no record of any issues reported until 4.02.24. It was regarding stains on the sleeper portion of their sectional. Stains are not covered under Rooms To Gos guidelines even if under warranty.Fortegra authorized service. It was deemed the issues were rust stains which is considered consequential and not covered. For this reason, ******** denied the customers claim. However, as a ****** courtesy, they authorized the exchange of the sleeper. The customers invoice clearly shows the sectional is composed of 2 pieces; therefore, only the sleeper was authorized for exchange by Fortegra. Given the furniture was in the home for over 2years, the new item was not going to match the chaise due to wear and tear of the piece in the home. An exchange would not be considered for that reason.
  
  At this time, we show Fortegra authorized service on the chaise at the customers request. Any course of action would be at their discretion. 
  
  Thank you,
  
  
  ********************
  Presidential Assistant

  Customer response

  06/28/2024

   
  Complaint: 21914381
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  08/10/2024 I went to Rooms To Go to purchase a queen ******** a adjustable base. I chose the items I wanted and they were delivered.I slept on the bed until 10/12/2023 the ******** was hard and couldn't get a good night rest, so I went back to the store and they exchanged it for me and the same thing with this ******** it's like l am sleeping on slab of concrete. I have talked to the salesman, store manager and nothing has been done,I talked to the *********** and they told me to back to the store and pick out the ********, but I don't want a 3rd ********,I just want a credit and you can come and pick up the ********.Poor customer service

  

  Business response

  06/27/2024

  Dear BBB,
  
  We are in receipt of our customers claim.
  
  On behalf of **********************, please express our apologies to our customer for any inconvenience or misunderstanding they may have had regarding their purchase.
  
  Rooms To Go offers a 1-year warranty against manufacturers defects. The manufacturer offers a longer limited warranty we will honor. As stated under the terms of the contract the customer agreed to, the mattress is subject to the 90-day sleep trial. The guidelines for both are referenced on said invoice.
  
  With respect to their situation, they chose the original mattress for their purchase. The customer reported they were not happy with it 2 months later; therefore, the store authorized a reselection under the stated sleep trial. This was a preference issue not a vendor related defect. The 1-time reselection under those guidelines was completed on 10.12.23. The customer reported issues with the current mattress on 6.18.24 and service went out to evaluate.The findings show the mattress is free from any manufacturers defects.Nonetheless, the customer was authorized to reselect or exchange the mattress as a courtesy. A straight return is not being authorized. Our office has reviewed and agree with this decision.
  
  Although we value their business, we would be unable to comply with their request as explained herein.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer response

  07/09/2024

   
  Complaint: 21908150
  
  I am rejecting this response because:I do not want another bed from Rooms to Go. It will be the same thing, so I will not accept this and I will not go back into Rooms to Go. 
  
  Sincerely,
  
  *********************************

• 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

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Sofa and Loveseat from Rooms to go on March 15, 2023. I had them come out last July because the fabric was fraying and they just clipped the loose ends. I have attempted to contact them this June and basically they say the furniture should wear out in fifteen months so we are not going to back our products after the 12 month manufacturers warranty runs out at **************************************************************************************** back to their front line customer service representative.I do not believe that furniture should be showing wear after 3 months and be worn out after ****************************************************************************************************************************************** that Rooms to Go does not sell faulty furniture and takes no responsibility for that issue.*******************

  

  Business response

  06/26/2024

  Dear BBB,
  
  We are in receipt of our customers claim.
  
  Like for most retailers, Rooms To Go offers a 1-year warranty for manufacturers defects as stated on the terms located on their purchase receipt. Theirs expired as of 3.15.24.
  
  With respect to their situation, we have reviewed their account, technicians findings and pictures taken at time of service in its entirety. Our records reflect a technician was sent to the home to evaluate the sofa on 7.20.23. Unfortunately, it was deemed the piece was pilling. This is caused by normal wear and tear and not considered a vendor related defect. Since then, we show no verbal or written communication regarding any further issues until now.
  
  Although we value our customers business, please understand we are abiding by the guidelines within the contract. We apologize for being unable to comply with their request due to the reasons explained above.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer response

  06/26/2024

   
  Complaint: 21899978
  
  I am rejecting this response because: I do not think that furniture should only last 15 months.
  
  Sincerely,
  
  *************************

  

  Business response

  07/01/2024

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

*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. ↩