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
- 1,790 total complaints in the last 3 years.
- 438 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:04/03/2025
Type: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 2/16/2025 we purchased a sectional sofa, end tables, lamps, a TV console, a rung and an ottoman all to match. Different delivery days were given for the items. Upon delivery of the TV console it was noticed to be damaged and photos were sent. An exchange was initiated and delivery date was given. Upon delivery and receipt of the ***lacement TV console, it was found to be damaged. We were told they would do an exchange and we were assured this time it would be inspected before delivered. A new delivery date was given. On 3/29 I waited at home all day for delivery of the console and when it arrived for the exchange it was unpacked and noted to be cracked, with glue under the gray stain and not acceptable. I was told by the delivery person not to take it. He initiated another exchange for us. Later that day I was called and we scheduled another exchange for 4/12. On 4/1 I was called ***eatedly by Rooms to Go **************** while at work, I explained it was a good time to talk. The *** told me I wasn't getting a new console and I needed to find time to go into the store and find a different TV console because I continued to find flaws in the workmanship. This is not acceptable, and I told him that. He got loud with me & wouldn't let me speak. All of our furniture was picked out together to match and fit in a specific area. I want the exact console that I picked out and paid for nearly 2 months ago. I don't want the damaged item "***aired" as I paid for a brand-new item that matches our furniture and came from your store. It is absolutely unacceptable to tell someone multiple times that the furniture will be inspected before it is delivered and then it comes damaged and you want to blame the customer for being too picky. What a poor way to do business. I want my console that I purchased delivered and not damaged. That's all I want, and nothing more. I shouldn't have to spend my time picking out a new one. Who does that benefit? YOU! Not me!
Business Response
Date: 04/04/2025
Dear BBB,
We are in receipt of this complaint.
Our records reflect that options have been presented to our customer in order to resolve this complaint. Their concerns are in the process of being addressed.
We trust this claim has been answered.
Sincerely,
******** *.
Presidential AssistantInitial Complaint
Date:04/02/2025
Type: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.
Originally purchased a couch August 13, 2024. Couch was delivered and I had the 3 year warranty purchased as I have a small dog and wanted to protect my first big furniture purchase. Within not even 60 days of receiving the couch, one of the support beams had snapped completely in half. Explaining this to their customer service, they noted this issue seemed like a defect and they'd send me a new couch. I received that couch and once again, the same exact support beam snapped in half and on the exact same side of the couch. When speaking to their customer service once again, I was told that I could either replace the same couch again or select a new couch. I asked if I could just return the couch for a full refund as this issue has caused me to be without quality furniture for over 3 months, I was told no. I then made the choice, based on being told I couldn't return it for a refund, that I'd select a new couch. I placed that order, as it was slightly more expensive than the first and I wasn't allowed to pick a cheaper option, January 11th, 2025. That couch was delivered but to no surprise, there was an issue. It was a two piece sectional, one piece was missing the bracket that allowed the pieces to stay together. i contacted customer service and they ordered the missing piece and told me to call back once I received the pieces so a technician could come install it. I called once received and the technician that came to install it installed it incorrectly so that one of the pieces when the brackets were connected was not level to the floor, meaning three of the legs were not touching the ground. I contacted customer service again, asking to speak to a lead or supervisor once again as this issue is just ongoing at this point. I was told the best they could offer me for the inconvenience was sending a completely new couch and refund me less than 5% of the original couch cost. A new couch came, yet again faulty. I've had 4 replacements since August. Ridiculous!Business Response
Date: 04/02/2025
Dear BBB,
This is in response to this claim.
Our office has reached out to our customer to address their concerns.
We trust this claim is answered.
Sincerely,
******** *.
Presidential AssistantCustomer Answer
Date: 04/08/2025
Complaint: 23149953
I am rejecting this response because they handled correspondences with me in an unprofessional manner, telling me one thing on the phone and disregarding it in writing. I reject this because they lied to me about a refund status, two different teams promised partial refunds: customer service told me the most they could do was 50$, the social team member I spoke with told me she could do $100 and she was working on refunding even more. I tried to return the product for a full refund and was told on multiple accounts I could not do so. To not allow me to return and refund my purchase is absolutely absurd and the loops and hurdles I've had to endure to get somewhere with this company is horrible. Their sketchiness to admit their fault in delivering a quality product is one thing, but to keep this stretched out and ongoing for more than a half a year is astounding.
Sincerely,
******* ******Business Response
Date: 04/10/2025
Dear BBB,
This is in regards to the latest reply.
Our office has reached out to our customer in order to discuss their concerns. We are awaiting their response.
We trust this claim has been answered.
Sincerely,
******** *.
Presidential AssistantInitial Complaint
Date:03/31/2025
Type: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 living room set yesterday along with some pieces I saw to match it in the showroom. I was to take delivery of the living room set this week, and the sales *** gave me 3 of the smaller pieces to take home. I looked at my receipt last night and noticed there is a furniture protection plan charge that I did not ask for, know about or even agree to so I called the store to cancel the entire order. They told me they would refund me all that I had paid, minus the charges for the small pieces I took home because once they leave the showroom floor they are non-refundale. I advised that I would not be returning them if it weren't for what I deem a deceptive practice. I purchased them because they are the color of the furniture and I cannot use them (they are still wrapped in the bubble wrap I was given them in) any longer. They again told me I could not return it no matter the circumstance. I called Corporate and was told the same thing. I have purchased several homes worth of furniture over the years with this company and will never again as I am being punished for something out of my control and the fault of the company. I could understand if it was buyers remorse but:A: I wasn't told once I take them I cannot return them B: I wasn't offered the option to have them delivered C: The reason I wanted to return them is because of the deceptive saleBusiness Response
Date: 04/01/2025
Dear BBB,
We are in receipt of this complaint.
Our office would be more than happy to research our customers situation; however, we are unable to locate an account under the information they provided your office.
Please have them provide you with their order number and primary account phone number in order for us to investigate this matter further and proceed with a prompt response.
Thank you,
******** *.
Presidential AssistantCustomer Answer
Date: 04/01/2025
***** *****Business Response
Date: 04/02/2025
Dear BBB,
This is in response to this claim.
Our office has reached out to our customer to address their concerns.
We trust this claim is answered.
Sincerely,
******** *.
Presidential AssistantCustomer Answer
Date: 04/03/2025
Complaint: 23139494
I am rejecting this response because:
I understand why the pieces are non refundable and had it been any other reason that I cancelled my entire order I would not have filed this complaint. The fact that a sale was made that included charges I did not authorize nor discuss with the sales person is deceptive. And to not refund my money in that circumstance is not acceptable.
Sincerely,
***** *****Business Response
Date: 04/07/2025
Dear BBB,
This is in regards to the latest reply.
Our office provided the customer with our companys position regarding the final sale items they purchased. The customer was refunded for the pending ******************** order they canceled.
We trust this claim has been answered.
Sincerely,
******** *.
Presidential AssistantInitial Complaint
Date:03/30/2025
Type: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.
Date of purchase 1/13/2025 The furniture was delivered on February and there was an issue with the chairs for which the store was contacted. They were replaced but the second set was also stained. I contacted **************** but they were not helpful, professional or considerate. The store and customer service have been contacted numerous times with no resolution. Because of this I have also requested for them to pick up the furniture be they haven't done that either.Business Response
Date: 04/03/2025
Dear BBB,
We are in receipt of this complaint.
Our records reflect a resolution has been agreed upon with our customer and we are in the process of addressing their concerns.
We trust this claim is settled.
Sincerely,
******** *.
Presidential AssistantInitial Complaint
Date:03/29/2025
Type: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 have taken off work 3 times for them to bring the wrong product and broken products. I cant afford to keep taking off work for them to do their responsibilities. **************** and corporate treated me horrible.Business Response
Date: 03/31/2025
Dear BBB,
We are in receipt of this complaint.
Our office would be more than happy to research our customers situation; however, we are unable to locate an account under the information they provided your office.
Please have them provide you with their order number and primary account phone number in order for us to investigate this matter further and proceed with a prompt response.
Thank you,
******** *.
Presidential AssistantInitial Complaint
Date:03/28/2025
Type: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 March 2nd my partner and I purchased a couch and a console with two cubes and bookshelves. The invoice upon payment described the book cases as cubes. We asked the lady, ***** ********* ********, multiple times - does this include the bookcases. We were assured that it does and it is just described like this as it comes as one unit. We paid ~$2,500 for the console w/ bookcases. Upon delivery, we realized that this was not the case as they crossed the threshold into my house, I then told them that this is not correct and I do not want them. They told me that they will not take it back. I refused to sign for the furniture. Once took the wrapping off of the furniture we quickly realized that the console and the cubes were a different form of gray. The console looked 10 years old and the cubes looked a week old. There are cracks between all the joints that should not be there, the cubes are 3/4mm higher than the console. It is the worst piece of furniture I've seen for $2500. I called customer care, they said as it has been delivered I cannot get a refund just exchange. I do not want an exchange - I did not want to take delivery. I have spent about $25,000 in rooms to go over the past year and it has come with nothing but problems. Chairs are damaged on delivery, sofas are different colors - there quality control is appalling and it is not cheap. Anyway, all I want is a refund of the console only. I do not want anymore of this badly made furniture. The customer care personnel are robots - its not company policy once you take delivery. I keep explaining, We did not sign for it and tried to refuse and they would not take it back. Not to mention how rude they are. I can choose something else but have to do so within 30 days or I lose my money - how is that even legal. They are refusing to pick up the furniture until I pick something else, but I do not want it.Business Response
Date: 04/02/2025
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 and has provided options in order to resolve the complaint.
We trust this claim has been settled.
Thank you,
******** *.
Presidential AssistantInitial Complaint
Date:03/27/2025
Type: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.
Purchased a couch from Rooms To Go in August 2023. Couch was delivered by Rooms To Go and placed in my home by their installers. The installers placed it on my carpet and did not indicate that the legs could ruin my carpet nor did they try to mitigate any possibility for damage. Upon moving in March 2025, it was discovered that the legs of the couch have ruined my carpet. I now have to pay to get the carpet replaced entirely. I called Rooms To Go to report the issue since their company caused the damage, but they told me we are out of warranty. They need to replace my carpet since their company ruined it in the first place.Business Response
Date: 03/28/2025
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 the purchase receipt. Theirs expired in 2024. The extended service contract powered by ******** purchased does not cover allegations brought forth. Since delivery, we show no record of any issues being reported regarding their furniture until now.
Regrettably, we would be unable to offer any course of action due to the reasons stated above.Thank you,
******** *.
Presidential AssistantCustomer Answer
Date: 04/01/2025
Complaint: 23126611
I am rejecting this response because:
it was impossible for this issue to be reported prior to one year because the issue existed under the couch. The damage was created by Rooms To Go installers when they installed the couch in our home without anything under the couch to mitigate the possibility of any damage. The damage was created by Rooms To Go employees and the couch itself. The only way to recognize the damage was when the couch was moved. As such, the damage made to the carpet was not recognized until the couch was moved out of the home when I moved. They did nothing to mitigate the damage prior to placing the couch in my home and now are trying to escape responsibility.
Sincerely,
***** *******Business Response
Date: 04/03/2025
Dear BBB,
Our office understands our customers views. However, our records reflect the product was delivered and accepted in good condition. It has been in the home over 1&1/2 years with no reported issues. We show no evidence to support the issues they are experiencing originated with the furniture delivered. Consumers would be responsible for any additional products or protection they wish to have on their furniture. Unfortunately, our position as outlined previously remains unchanged.
Thank you for your understanding.
Sincerely,
******** *.
Presidential AssistantInitial Complaint
Date:03/25/2025
Type: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 have a couch ***** ******** palm i believe its called sectional with lounger and oversized chair purchased in nov 23 delivered dec 24 in February/march 24 We called in because the couch was losing its structure cushions and feathers everywhere all the time like a goose was plucked in my living room they said sent pics and someone will contact no one did we waited we called same process then someone came out i believe oct/nov finally and was told they would be replaced. That never happened. Then in jan same tech came 1/18/25 and told us my couch structurally was okay , but they would replace all cushions. We got a shipment for love seat cushions and some random throw pillows and then a random 3 yellow pillows but set only comes with 1 and then told allow 90 days for the lounger chaise pillow back and seat and the oversized chair back and seat, its been about 90 days and now i am being told they are not replacing this and i also received a random piece of fabric. Rooms to go you dropped the ball, i spent over 40k that day in the store my whole house of furniture 4 bedrooms and separately purchased 2 additional bedroom sets and this is only issue i faced and promised calls back and wasteless time off work for tech appts and told they would be delivered and now you change your mind . I called several times and told i was waiting on shipment and was patient, you sent just a love seat and to be honest the oversized chair is the worst of it all This is not ok and your CS team ***** & lies and says they will follow up and don't. I want this issue resolved i should not have had this issue lasting this long. I am missing the long lounger chaise pillows back and seat, oversized chair seat and back pillow, back pillow is the worst, and throw pillows / of them for the lounger size. When i purchased i was told this was good quality and have purchased in past other things and didn't have issues i would like a call and this situation rectified asap 407 687-6710 407 280-5015Business Response
Date: 04/07/2025
Dear BBB,
We are in receipt of this complaint.
With respect to their situation, we have reached out to corresponding departments in order to investigate our customers inquires. A follow up will be made with the customer once details are received.Thank you,
******** *.
Presidential AssistantInitial Complaint
Date:03/24/2025
Type: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.
7/3/22 bought a couch and loveseat along with a 3 year extended warranty in ***** in the amount of $3959.76. Job transfer to MA 10/2/2023. Filed claim June 2024 due to mechanical issues. 7/11/24 repairman came out and ordered 2 parts. 11/2/2024 emailed company again. 12/30/24 technician came back out and determined that the two parts never came in. 1/3/25 received a call from RTG and the couches were discontinued and the parts were no longer available. Offered a return/replace option, which we chose and found a comparative replacement set for $3000. Was set up for delivery 2/14/25. Due to the weather conditions, the driver refused to make the delivery. Rescheduled delivery for 3/14/25. Confirmed window delivery time was 4-8. At 4:20p received a text that delivery would arrive in 1 hours. At 6:22p a white box truck drove slowly past our house and continued down the street. At 6:25p we received a text that our delivery was made. At 6:44p the same white box truck drove back in front of our house. By 7:30p still no furniture so we called customer care. They stated that it was still on the way. At 8:15p, we called the actual RTG store in The ************ and spoke with someone that it was on route. We finally gave up at 10pm and went to bed. 3/15/25 at 8:00a called RTG customer care and the response from an agent was that the delivery was attempted at 10:47 pm where they phoned and knocked on the door but no one answered. We have no record on missed calls on our cells, nor was there any attempt to contact us. House was described as a black A-frame which we do not have. Once again, we were told that $3000 worth of furniture was returned to a warehouse. Have spoken to several sales people, district manager in ***** and customer care agents trying to get this ******************** re-delivered ****. No one seems to be able to help us at this point. All we want is our furniture delivered to us.Business Response
Date: 03/25/2025
Dear BBB,
This is in response to this claim.
Our office has reached out to our customer and are in the process of addressing their concerns.
We trust this claim is settled.
Sincerely,
******** *.
Presidential AssistantInitial Complaint
Date:03/21/2025
Type: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.
Ordered a couch and loveseat. When delivered realized it was not like the one I picked out. Supposed to be leather. It is vinyl.Business Response
Date: 03/24/2025
Dear BBB,
This is in response to this claim.
Our office has reached out to our customer and are in the process of addressing their concerns.
We trust this claim is settled.
Sincerely,
******** *.
Presidential Assistant
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