ComplaintsforRooms To Go

• Initial Complaint

  08/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought 2 sets of beds in July for my kids. I picked up the product and was never able to get to build them until yesterday. I open the box and hardware is missing and MDf is broken at least in 3 places. I called customer service and had a supervisor *********************************** "help me." Her attitude towards me was horrible and I asked to speak to a manager to get my issue resolved since she wasnt authorized. She sent me with another supervisor *************************. First thing I asked was if she was Catherines Manager and she said Im her supervisor. Which later I found out she was same position as ********* so she lied to me. I explained my situation about missing hardware and broken pieces and that I was asking for them to build the beds as a compensation. She said she would exchange and have both beds built by the delivery guy. She gave me attitude and was rude to me as well. I asked a question and she got upset that she ended yelling and hanging up on me. At 5pm ****** calls again stating she cant have the beds built and just 100 dollars compensation for the situation. I come home to build the beds and 2nd box I open the footboard is scratched, not painted well, and no manual instructions. At this point it, I called the manager at the store. ******* told me to send pictures and pretty much guaranteed me he would be able to have the delivery guy build the beds. Well, once again I was lied to and nothing can be done. Im not asking for much, just want them to build the beds because everytime I open a box something is wrong. I want them to take responsibility and take action of their horrible product and make it right to the customer. They make it seem that 100 dollars is enough to make the customer happy. 100 dollars from a 2 thousand dollar purchase? I know there are rules and procedures but theres always exceptions to the rules. I need someone to make it right.

  

  Business response

  08/06/2024

  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To Go, please express our apologies to our customer for any lack of professionalism they may have experienced.
  
  As we are concerned by the allegations expressed in this complaint, we will be reviewing with the corresponding customer care management team to further investigate and address any issues internally should it be deemed necessary.
  
  With respect to their situation, we have reviewed the account in its entirety. Our records reflect the customer decided to pick-up their ******************** order on 7.21.24 and opted out of the optional delivery service that includes set up/assembly. An exchange was authorized in order to replace the trundle unit that was reported damaged versus sending a technician as is protocol. This was finalized on 8.03.24. Our records further show the customer later reported scratches on 2 panel footboards and an exchange was generated for 8.13.24.
  
  Please note that Rooms To Go is not responsible for the setup of the product the customer chose to pick up themselves given the heavy volume we deal with. The $100 offer was made as an accommodation in order to satisfy the matter: however, we regret we would be unable to comply with their request due to the reasons explained herein.
  
  Thank you for bringing this matter to our attention.
  
  Respectfully,
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  08/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Was charged a pick up fee of $100.00 for a mattress that was only a year old bought from them so the new one could replace the old one. I bought a warranty cover for that mattress and it had a defect for no reason of my own. I really thought once the old mattress was return Rooms To Go would refund the $100.00 but it wasn't. I really don't think this is fair to the customer for them to charge a fee of this amount for something they had no chose in paying.

  

  Business response

  08/05/2024

  Dear BBB,
  
  We are in receipt of this complaint.
  
  In regards to our customers situation, we have reviewed their account in its entirety.
  
  Please note that we offer a 1-year warranty against manufacturers defects and workmanship. This expired as of 11.08.23. Bedding has a longer warranty period offered by the vendor we honor. Our records reflect the customer did not report any issues with the initial mattress until 11.17.23. Service technician went to the home to evaluate the mattress and they were authorized the option to reselect. However, neither warranty covers transportation or removal costs of the product. As stated on the terms of sale, the customer was responsible for the reselection charge when they reselected to the new mattress on 12.2.23.Our records further show the new mattress was delivered on 12.08.23 with no issues reported to date.
  
  Although we value their business, we apologize for being unable to acknowledge their claim due to the reasons explained above.
  
  Thank you for your understanding.
  
  
  ********************
  Presidential Assistant

  Customer response

  08/05/2024

   
  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. I have closed my account with them and will never do business again with them. They should have given me the ****** refund and it took a year to figure out that I needed to get another mattress. I was told to buy a cover to keep the warranty on that mattress. They are misleading but I was told BBB would and could not do anything.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The delivery drivers were fantastic! The ************** store was awful and rude and very belittling! I believe his name was ***** or ****. Completely rude and very belittling to . He was arguing with back and forth and said I didnt know what I was talking about. I have never been so disrespected in my life. I would like a call from a manager! Immediately! The way I was treated was horrible. I will never be shopping or recommending this store to anyone

  

  Business response

  08/05/2024

  Dear BBB,
  
  We are in receipt of this complaint.
  
  On behalf of Rooms To Go, please express our apologies to our customer for any misunderstandings or lack of professionalism they may have experienced.
  
  As our office is concerned by the allegations expressed, we will be reviewing a copy with the stores management team to further investigate the allegations and address any issues should it be deemed necessary. A member of their management team will reach out to the customer directly.
  
  Thank you for bringing this matter to our attention.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to the store to purchase 2 mattresses. The sales person told me that the delivery would be free unless I wanted to have the old mattress removed. I said yes please charge me the $89.98 for delivery so that I can have my mattress removed. Once they came they refused to take my mattress because it was soiled. The salesperson NEVER mentioned the mattress could not be soiled. When I called the store he apologized for not giving me the information, offered a $20 refund (not acceptable) and then handed me over to his manager who was not very helpful. Refused to speak to his salesperson and said this was a he said she said when the salesperson was right there and had admitted to me he made a mistake. Now I am stuck with a mattress and I need to pay to remove it. This is not acceptable, they are lying to their customers to make the sale and then don't follow through. All I am asking is what is fair. Refund my $89 so that I can use that to dispose of the mattress you told me you would take. This is a huge company you can't tell me that to keep a customer happy and returning they cannot refund something that they made a mistake on.

  

  Business response

  08/02/2024

  Dear BBB,
  
  This is in response to this complaint.
  
  Please express our apologies, to our customer for misunderstanding or inconvenience they may have experienced.
  
  As we are concerned by the allegations expressed, we will be reviewing with the stores management team to investigate and address any issues internally as deemed necessary.
  
  Like most retailers, Rooms To Go offers an optional delivery service for a fee that includes set up if applicable. Regrettably, we do not have nor offer a hauling or moving service. If time permits, the delivery companys driver will move the customers old product to a different room on the same floor or to the curb as a courtesy. If requested they may take old bedding with them on the scheduled delivery date as long as it is in sanitary conditions. This too is done if there is room in their truck and as a gesture of good will.
  
  Our records shows no mention on the customers invoice possible bedding removal was requested. However, in the interest of settling this claim,our office will process a partial refund of $40 off their delivery charge as an accommodation in lieu of the offer the store presented. The merchandise they selected was delivered to the home as scheduled. Please allow up to 21 business days to process back to the credit card used at the point of sale and 1-2 billing cycles to show on their bank statement. We would not be able to refund the delivery charge in full due to the reasons explained above.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer response

  08/05/2024

   
  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.
  

  They absolutely need to review the information that the sales team is giving the clients.  In addition, their manager was extremely rude and would not even attempt to ask his salesperson (*****************) what happened. He admitted his mistake to me and I asked him to please ask ****.  Thank you for intervening.  

  
  Sincerely,
  
  Rolendys Ravi

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A RECLINNING SOFA WAS BOUGHT FOR ME FOR MY BIRTHDAY BY MY MOTHER.SHE ALSO PURCHASED THE 3 YEAR WARRENTY PROTECTION . SINCE THEN THE SPRINGS HAVE BOKEN AND ARE STICKING UP THROUGH THE COACH.ALSO, THE WOOD HAS BROKEN. IT NEEDS TO BE REPLACED,HOWEVER, ROOMS TO GO IS TRYING TO LET THE WARRENTY RUN OUT.$3.000.00

  

  Business response

  08/02/2024

  Dear BBB,
  
  Our office is 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 as of 8.25.22. The optional extended service plan powered by Fortegra was purchased by the customer and is set to expire on *******.
  
  With respect to their situation, we have reviewed their account in its entirety. Since delivery, there is no record of any verbal or written communication regarding any issues with the furniture until 7.08.24. The customer was directed to Fortegra for service approval. Fortegra approved service and it was scheduled for a technician visit on 8.01.24. We have been made aware our service department attempted communication multiple times to no avail; therefore, service did not transpire.
  
  The sofa will have to be evaluated in the home before Fortegra will render a decision under the terms of the contract. The customer is welcomed to contact our customer care department to reschedule their appointment at their earliest convenience. We apologize; however, no course of action will be determined until a technician has evaluated the piece.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer response

  08/07/2024

   
  Complaint: 22079285
  
  I am rejecting this response because:

  MY RECLINNING **** IS NOT SAFE FOR ME TO SIT ON. I HAVE BLOOD CLOTS AND PUNCTURE WOUNDS FROM TRYING TO SIT ON IT.AFTER TALKING AND TEXTING ROOMS TO GO ON THE PHONE, I DO NOT FEEL COMFORTABLE ABOUT THEM COMMING TO MY HOME. THEY JUST DO NOT WANT TO HONOR THE 3 YEAR WARRENTY PLAN . FURTHERMORE,THEY LIED ABOUT WHEN I TEXTED AND CALLED THEM. I HAVE THAT INFORMATION ON MY PHONE. I NEED TO HAVE MY REFUND SENT TO  ***********************. SINCE SHE IS THE ONE THAT PURCHASED THE RECLINNING **** FOR ME.THE PROOF IS ON HER CREDIT CARD THAT SHE PURCHASED THE 3 YEAR WARRENTY PLAN. THE AMOUNT OF THE **** WAS OVER $1000.00 PLUS THE EXTENDED WARRENTY PLAN. I HAVE SUFFERED BLOT CLOTS AND PUNCTURE WOUNDS AND SEVERE PAIN FRON THE **** CUTING OFF MY CIRCULATION. ************************ HAD BOUGHT THIS **** FOR ********************** ************. FURTHERMORE, I HAVE SUFFER BLOOD CLOTS FROM THE SPRINGS STICKING UP THROUGH THE ****. ********************** ************.
  
  Sincerely,
  
  *******************

  

  Business response

  08/09/2024

  Dear BBB,
  
  We are in receipt of the customers rebuttal.
  
  Our office apologizes once more for any frustration experienced. However, as explained there are no records of the customer reporting any issues until *******. The ******************** has been in the home for almost 3years.Rooms To Go offers a 1year warranty for vendor related defects. The extended service plan also covers manufacturer related defects for repair or replacement until it expires on 8.29.24. In order to determine if a course of action may be provided, service will need to go evaluate given how long the furniture has been in the home. In view of this, our position as outlined previously remains unchanged.
  
  With respect to their claim of injury, our claims office will need to investigate further. We attempted to reach out to the customer via phone to acquire the details for the needed report with no success. The #************ states it is a non-working # and ************ has a full mailbox.The customer will need to provide the following information: description of what took place, date injury occurred, injury details, medical treatment sought, treatment center information.
  
  Thank you for your time.
  
  Respectfully,
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought what I was told were leather sofa and love seat and they are now peeling in multiple places. I contacted the company they told me they cant help me because the warranty expired. I paid $3000 for this to not be leather and now they wont do anything to help me. The couch and loveseat were purchased 5/25/2019. Thats a lot of $ for my couches to be peeling. Their response is unacceptable to me they need to make this right since I was mislead and told these couches were leather.

  

  Business response

  08/01/2024

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Like most retailers, Rooms To Go offers a one-year warranty for manufacturers defects and workmanship at the originating delivery location as stated on the Terms and Conditions of Sale located on the purchase receipt provided at the point of sale. Unfortunately, the warranty for this order expired as of 5.25.20. They also purchased the extended service plan powered by Fortegra. This expired as of 5.29.22. Since delivery, we show no records of any verbal or written communication in reference to any issues with the furniture until now.
  
  Please note that the living room furniture our customer purchased is a fabric set. Product information is displayed on placards in our showrooms as well as online for customers to review at their convenience. This set was never advertised as being anything other than fabric.
  
  Although we value their business and sympathize with their concerns, we are abiding by the guidelines within our contract. We apologize for being unable to pursue any action due to the reasons explained above.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  07/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to express my dissatisfaction with the service I have received regarding my recent order and its cancellation.In March, I purchased several products scheduled for delivery by May. During the financing process, I specifically inquired with the sales representative about the possibility of canceling the order before delivery. The representative assured me that cancellation was possible.In July, I received a notification that my products were ready for delivery. Subsequently, I contacted the store to cancel the order. Despite this, my Synchrony statement still reflected the balance for the undelivered products. Assuming this was a glitch, I visited the store to resolve the issue. However, to my surprise, I was informed that 20% of the product value would be retained due to the cancellation not being within 48 hours of the purchase.When I spoke to the store manager about this issue, he was extremely rude and directed me to the back of the sales receipt, citing a policy I was unaware of. The receipt stated that the 20% retention would be kept as store credit. Moreover, even the sales representative admitted to being unaware of this policy until a few days after starting their job.I am deeply disappointed with how this matter has been handled and feel misled about the cancellation policy. I request a full refund for the products as I was assured by the sales representative that cancellation was possible before delivery. Retaining 20% of the product value is unjust, given that this policy was not communicated clearly at the time of purchase.I expect a prompt resolution to this matter and a refund of the full amount charged to my Synchrony account.

  

  Business response

  08/01/2024

  Dear BBB,
  
  This is in response to our customers claim.
  
  Please express our apologies to our customer for any misunderstandings experienced regarding their purchase.
  
  Our cancelation policy is clearly printed on the terms of sale located on the customers purchase receipt. At time of purchase, consumers fully execute the paperwork electronically stating they have read and agreed to the terms of the sale. A full refund is possible within 48hours from date of purchase. 80% would be refund after that timeframe before delivery.
  
  With respect to this complaint, we have reviewed the account in its entirety. The customer has not been billed for the pending order for the dresser and mirror as the finance company is not charged until delivery takes place. The only charge processed at the point of sale was the credit card payment they used. Furthermore, 20% of the order is over $200. The only amount placed as merchandise credit was the amount of $91.57 from the credit card upon canceling that order.
  
  At this time, we have been made aware that our online complaint office has been in contact with the customer to address their concerns. As a gesture of good will, they reviewed with the stores management team. The store has authorized reversing the credit and their credit card refund will be processed. They will need to allow up to 21 business days to do so and 1-2 billing cycles to show on their credit card statement.
  
  We trust this claim is settled.
  
  Thank you,
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a bedroom set from Rooms To GO store in ******, ** back in November 2023. Their delivery crew broke the dresser while trying to lift it. He and I called the Service phone number to report it and they schedule a new delivery to replace it. 3 or 4 replacement which included a night table and headboard due to visible defects (these were replaced to my satisfaction after 2 poor and unsuccessful service calls), a Customer Resolution representative managed to have a crew inspect a new dresser before leaving the warehouse and I was okay with the replacements. About 2 months ago, two white marks appeared on one side of the dresser's top. I called Rooms to Go once again, and once again they sent the same service person who did a horrible job which does not blend at all and show as very dark marks. I do want to make clear the main issues are not with the salesperson or the store but the main ********************** with phone number ************. The stores sell and then hand over delivery and customer issues to them, so it is out of their hands. The Manager at the store did tell me they have inventory to replace the dresser. After countless calls, the department told me a few days ago that they will not do any more replacements when it was the quality of the furniture they delivered, and only offered a $96 credit on an almost $5,000 bedroom set.

  

  Business response

  08/02/2024

  Dear BBB,
  
  We are in receipt of this claim.
  
  In regards to our customers situation, we have reviewed their account in its entirety. Our records reflect the last exchange was completed on 3.30.24 with no reported issues upon delivery nor shortly after.Accommodation was requested and put through to finalize. Since then, we show no further communication until 6.13.24. A service technician was sent to the home to evaluate the dresser. It was deemed the issues were not vendor related;however, as a courtesy, the technician attempted to touch it up.
  
  Please understand the 1-year warranty covers against manufacturers defects as stated on the Terms and Conditions of Sale located on their sales receipt. Our office has reviewed the pictures the customer provided our customer care department and agree with the rendered decision.
  
  Although we value their business, we apologize for being unable to comply with their request due to the reasons explained herein.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant 

• Initial Complaint

  07/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered some couch online on July 2nd. The couch was delivered on July 10th. and it was defective. Because we never had a chance to use it yet. We were moving house during that week. We couldn't live there when the couch was delivered. there was no food or bed. Also, We left town to visit family on the 13th and returned home on the 25th. On Friday, the 26th, my daughter and I were playing a game on the floor and that's when I discovered the defects of the couch. So after the weekend I contacted customer care and asked if I could return the couch. and she told me there's a 48-hour window. On the website, it says " You may receive a total refund of any monies for furniture only if you cancel the sale within 48 hours of the date of purchase. " It took a week for them to deliver the couch. How could I possibly know that it's defective 8 days before they even delivered the couch? I even purchased a 3 yr protection plan for the couch. I had no intention of canceling it if it's not because it's damaged. The website also says "No refunds will be made nor will the order may be canceled after the merchandise has been delivered in good condition," But the couch was NOT delivered in good condition. It's unreasonable to only give me 48 hrs of the purchase date when you don't deliver until 10 days later. and refuse a refund on a defective product you sold online. The damaged part is on the bottom of the couch, 2 feet aren't touching the floor. the bar is bent/arched. so the seat is leaning outwards from the middle seat. The drivers should have checked to see if it's in damaged before they left. Which they didn't. They didn't even put all the screws in the bed that were delivered on the same day.

  

  Business response

  07/31/2024

  Dear BBB,
  
  This is in response to this complaint.
  
  Our companys cancelation/ return policy is available on the purchase contract the customer receives upon completion of a purchase. The terms are also available on our website which reflects both showroom and online store purchases. This was an online purchase. It clearly states that online sales may be cancelled only up until merchandise is loaded on the truck. After delivery has occurred, a return of items are permitted within 48 hours from date of delivery if merchandise is not as expected.
  
  With respect to our customers situation, we have reviewed the account in its entirety. Our records reflect the living room pieces were delivered to the home on 7.10.24; however, did not report any issues until 7.29.24. Nonetheless, the account shows they reported issues they had with the bedroom set on 7.15.24. A service technician was sent to the home to evaluate and address the issues on 7.20.24. Please note that consumers are still responsible to look over the products acquired to ensure there no issues that stem from delivery. Otherwise, the furniture is only subject to the terms of the 1-year warranty for manufacturer related issues.
  
  At this time, we have been made aware that our online store has been in communication with the customer and has authorized them a ***** reselection of the current 2 pieces in the home. Although we value their business, we apologize for being unable to comply with their request of a straight return due to the reasons explained above.
  
  If the customer wishes to cancel the extended service plan they purchased for the products, we can honor that request. Please have them advise for which exact pieces/orders.
  
  Thank you for your understanding.
  
  Respectfully,
  
  
  ********************
  Presidential Assistant

  Customer response

  08/01/2024

   
  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.

  I understand that I should have checked everything at the time of delivery. We were in the middle of moving house, boxes everywhere, I didn't lay down on the floor to check if the bottom of the couch is bent. I don't know if most people would. 

  The bedroom set you mentioned, my friend went over to get ready for the box springs delivery and saw the metal frame could easily move. She even went to ****** to look for the same screws. Later when the service guy came, he didn't want to go to the van to get the missing screws until she showed him that the other bed had the screws. The vertical metal bar could slide all the way from the left to the right side of the bed without the screws. but he said it was probably okay at first. 

  Thanks for issuing the refund for the protection plan. 

  We will pick out something else on the website to replace the couch. The customer care team rep said as long as the order total is equal or more than $1495 by Saturday. If we get a sofa and a bed, will we get the same professional delivery service like we had when we ordered the couch? 

  Thank you for your quick response. I appreciate your time and help. I apologize for the trouble.

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

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a table and a sectional from Rooms to Go in *******, *******, and had them delivered to ******, *****. The delivery crew arrived very late, past 9 PM, and rushed through the setup. I noticed a few scratches on my chair, which I reported a few months later. Now, as I prepare to move, I found that the screws on my table are stripped. I had only one day to vacate my apartment and had to maneuver the table out as best as I could because of the stripped screws.When I complained to Rooms to Go, they only offered to provide new hardware for the table. I argued that they should fix the table or replace it since it's under warranty. However, they claimed the warranty was voided because I moved the table and didn't notify them about the stripped screws within 48 hours of the setup. I repeatedly explained to the customer service representative that I wouldn't have known the screws were stripped until I had to move the table.I spent $1200 on this table, and due to the poor job by their technician, I now have a table stuck on my patio because I can't get it into my new apartment. The screws are stripped, and Rooms to Go only offered to send new hardware, which doesn't resolve the issue.

  

  Business response

  08/05/2024

  Dear BBB,
  
  We are in receipt of our customers complaint.
  
  Like many retailers, Rooms To Go offers a 1-year warranty against manufacturers defects at the originating delivery location as stated on their terms of sale located on their purchase receipt. Since delivery on 1.17.24, we show no record of any verbal or written communication regarding any issues stemming from date of delivery until 7.22.24.
  
  In regards to their situation, we have reviewed the account,the technicians findings and the pictures taken at time of service in its entirety. It was deemed the table was free from any manufacturers related defects.Please note, this service was done as a courtesy as the customer reported they moved the product to a different address and was unable to remove the hardware themselves. There is no evidence to support their claim of this issue being cause at time of delivery considering there are no reports prior to their move and given the length of time the furniture had been in the home. Furthermore,there are many scratches and nicks on the table that were caused in the home.
  
  As a gesture of good will, new hardware was ordered for the customer.However, they will have to acquire service in their local area for installation. We apologize but would be unable to present any other course of action due to the reasons explained above.
  
  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. ↩