Complaints

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

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• 

  Rooms To Go

  11540 E US Highway 92 Seffner, FL 33584-7346

  
• 

  Rooms To Go

  3550 Ambassador Caffery PKWY Lafayette, LA 70503

• 

  Rooms To Go

  6889 W Newberry Rd Gainesville, FL 32605-4314

• 

  Rooms To Go

  4144 Chapel Hill Blvd Durham, NC 27707-2503

• 

  Rooms to Go

  601 Market CT Myrtle Beach, SC 29577-9643

  

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:04/30/2025

  Type:Customer Service 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.

  rooms to go recliner that has broken. * purchased the extended warranty and reported the claim in March 2025. The chair is still broke and will not work and they have yet to either repair or replace the chair per the warranty.i have called every department to include the warranty department. no one is willing to tell me when the chair will be repaired or replaced.

  

  Business Response

  Date: 05/01/2025

  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. This expired in 2023. Our customer purchased the extended service contract powered by ********.
  Our records show the service company approved the repair after the evaluation under the terms of their contract. The customer was made aware of the details back in March 2025. The furniture is solely under the terms of the service plan. They would need to reach out to ******** directly should they wish to dispute the resolution as we would be unable to provide any course of action given there is no active warranty on the furniture.

  Thank you,
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 05/01/2025

   
  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:04/22/2025

  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.

  I purchased a Nightstand, Server and Mirror, all items were damaged. This is my second time purchasing from Rooms to Go. My first order all items were damaged, and it was the worst possible customer service experience to get the items replaced. My complaint is as consumers why would these items be DAMAGED and the customer service experience when calling in is GHETTO, UNPROFESSIONAL and UNACCEPTABLE to consumers who are spending their hard-earned money. Nothing was offered for the inconsideration of my time. Even the delivery is HORRIBLE! I want all my items BRAND NEW AS I PURCHASED AND TO BE CREDITED FOR MY TIME. I would hope that they provide training the customer service and delivery department.

  

  Business Response

  Date: 04/23/2025

  Dear BBB,
  
  This is in response to this claim.
  
  Please express our apologies for any inconvenience our customer may have experienced. We will be investigating the allegations with the corresponding departments to address any issues internally as deemed necessary.
  
  With respect to the product reported with issues after acquiring their furniture, our records reflect their concerns have been addressed. A replacement delivery has been scheduled with them. Given we are abiding by the terms of the purchase contract we would be unable to comply with their request of a refund.
  
  We trust this claim is settled.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant
  

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23236266
  
  I am rejecting this response because: If this issue was RESOLVED it would be no need to have contacted BBB. THIS IS HORRIBLE SERVICE! The reviews for this company is horrible as well. My next step is filing a complaint with ***. Its a-shame that no refunds are given and they are aware of the high returns on their merchandise sold in bad conditions. Rooms to go NEED to be stopped.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 04/24/2025

  Dear BBB,
  
  Our office understands our customers views. However, our position as outlined previously remains unchanged.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant
  

• Initial Complaint

  Date:04/21/2025

  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 am writing to formally demand a satisfactory resolution regarding the *************** sofa I purchased from your Corpus Christi location on October 31, 2023, for $3,400.The sofa has multiple defects, including:A broken internal wood frameFeathers falling from the pillows, causing discomfort and messCushions that sag and are unsupportive due to the broken structureI first notified your company of the issues on March 25, 2024. A technician inspected the sofa on April 8, 2024, and confirmed that the item either needed to be replaced or that I should be offered a reselection of better quality.Despite this, your only proposed solution was to remove the sofa from my home for over two weeks. That is unacceptable, especially considering that your salesperson assured me prior to purchase that if an on-site repair was not possible, a replacement would be provided.I am giving you 10 business days from the date of this letter to offer one of the following:1. A reselection of the sofa with a model of equal or greater quality delivered without extended removal of my existing sofa;2. A full refund of $3,400.

  

  Business Response

  Date: 04/22/2025

  Dear BBB,
  
  This is in response to this claim.
  
  Our office has reached out to our customer and provided options to address their concerns.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23231000
  
  I am rejecting this response because:

  You provided the same original option which was to pick up my sofa and take it for weeks for repairs. These repairs are unknown because I've repeatedly requested what will be done in writing. You claimed that foregra would pick up my sofa, roomstogo guys showed up and had never heard of fortegra, they also had no idea what was being repaired. This is a waste of my time and theirs. Even the presidential office said I should have been notified of expected repairs in writing. This is 100% unacceptable communication from a large company. You are not interested in making any of this right. 
  
  Sincerely,
  
  Sierra *******

  

  Business Response

  Date: 04/25/2025

  Dear BBB,
  
  This is in response to the customers rebuttal.
  
  Our office discussed their concerns with respect to the course of action they were authorized for. We explained that Rooms To Go offers a 1-year warranty for manufacturers defects as stated on the terms located on the purchase receipt. This expired as of 2024. Our customer purchased the extended service contract powered by ********. Since the date of delivery, we show no record of any issues reported until March 2025.
  The customer would need to inquire with ******** directly to obtain the details of their repair approval. As there is no active warranty, we have no jurisdiction given the length of time the furniture has been in the home.

  Thank you,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23231000
  
  I am rejecting this response because:

  Your salesperson assured me when I made the insurance purchase if it couldn't be repaired on-site then a reselection would be offered. I have this in text as well.
  
  Sincerely,
  
  Sierra *******

• Initial Complaint

  Date:04/18/2025

  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.

  purchased chaise sofa from rooms to go ocals fl in november. noticed fading,lost shape and threadbare. sent pics to customer service and was told it was normal wear and tear.only offered to let me purchase new cushion and a discount. cost was ******

  

  Business Response

  Date: 04/22/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Rooms To Go offers a 1-year warranty for manufacturers defects as stated in the terms located on the purchase receipt. They also purchased an extended service contract powered by ********. The terms of what is and is not covered are clearly outlined on the invoice received at the point of sale and online. Unfortunately, issues caused consequentially is not covered.Our company has reviewed the account and documents previously requested from our customer in its entirety.   
  Regrettably, we would be unable to offer any different course of action than what they were presented with due to the reasons stated above.

  Thank you,
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23223444
  
  I am rejecting this response because:
  a sofa that wears out to the extent ours did after 5 months is not normal wear and tear. as *** stated in addition to the normal warranty we purchased an extended warranty that is worthless
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 04/28/2025

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

• Initial Complaint

  Date:04/11/2025

  Type:Order 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.

  We bought furniture worth over $15000 and the bedroom furniture was peeling paint couple days after delivery and they dont want to refund or do anything other than making it my fault, i would love some help please

  

  Business Response

  Date: 04/14/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Rooms To Go offers a 1-year warranty against manufacturers defects as stated on the terms of sale. With respect to their situation, we have reviewed the account in its entirety.
  Our records reflect an agreement has been agreed upon with our customer and we are in the process of addressing their concerns.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23193209
  
  I am rejecting this response because:

  i still didnt get any resolution from Rooms to go and i did not come to an agreement, they offered that they let their customer service guy called ***** to call me because he is the one who decides if i get my refund or if i even get store credit, he didnt call so me and my husband went to their location and they called him and then he called me and was rude to me making me sound like Im lying and pinning it on me as if its my fault , and when i hung up with *****  i  said i will find a solution if they dont refund it thats why i reached out to BBB because im trying to find a solution because they didnt give me my money back, therefore, i did not come to an agreement with them ,  i still have the defective item ,   i want full refund and they can come pick up their whole furniture from my bedroom , my husband spent over $15000 that day on furniture , i feel like we are not getting the quality for the money we paid , im not even using the bedroom furniture because if something else goes wrong then its really my fault in their opinion,  thanks . 
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 04/15/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Our company does not condone any unprofessional behavior by any of its employees or affiliates. We will investigate the allegations and address them internally as deemed necessary. With respect to the issues with the furniture reported, the occurrence transpired after the furniture was delivered to the home with no problems. In view of this, service has been generated in order to determine if the issues are vendor related in accordance with the terms of the purchase contract.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23193209
  
  I am rejecting this response because:
  It does not make sense that a couple days after i received such expensive furniture that the paint comes off if i put anything on my dresser, if it was you personally who has the furniture you wouldve returned it too , we work hard to make money , such a big company like rooms to go should have more professional employees, also at first they said a technician will come and take a look at it , i waited over a week and a day before my appointment they called me about having to reschedule and i have to wait another 18 days to have a technician come take a look at it , then i went to the store because the lady over the phone was basically telling me i have no choice but to wait another 18 days , which at this point i have already waited like 10 days , so almost a month for someone to come and take a look , i talked to ***** and he said the same thing , such a huge company you only have one technician???? And if he is not available then i have to wait such a long time ? I need to have a bedroom , you know? I have needs thats why i purchased it , im not gonna live my life for a whole month scared of touching my bedroom furniture because its cheaply made , i have to wait a whole month for a technician to come and determine if its my fault or if its faulty item ? And after that we will know if i deserve a refund or a store credit at least ??? Seriously?? Does that make sense ? You are such a huge company and i live paycheck to paycheck, i need to get myself another bedroom so i can rest after long days at work , i need my money back . Period .
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:04/10/2025

  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.

  Leather couch began to peel approx 9 months after purchase

  

  Business Response

  Date: 04/11/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Rooms To Go offers a 1-year warranty for manufacturersdefects as stated on the terms located on the purchase receipt. We have reviewed the account in its entirety including additional documentation the customer provided our company with. Unfortunately, the damage to their living room furniture is not vendor related. Consequential damage is not covered under the terms of the warranty; therefore, no course of action is possible. Our company has provided this information to the customer.
  Regrettably, we would be unable to comply with their request due to the reasons explained.

  Thank you,
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:04/10/2025

  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 Paid over $3000 for my daughters bedroom furniture. In the first 2 months I had it they had to come out and replace and repair it over 6 times. I asked for a return my money back as it is still not fixed. I was denied. I am paying monthly for furniture i cannot use just so that it doesnt mess up my credit.

  

  Business Response

  Date: 04/10/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Rooms To Go offers a 1-year warranty against manufacturers defects as stated on the terms of sale. All reported issues were addressed for the customer. Since August 2024, we show no records of any further reported issues to date.
  
  Our office has reached out to our customer and are in the process of addressing their concerns.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:04/10/2025

  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.

  Said mattress Beauty rest twin xl from Room to Go from ********** was delivered on December *******. On February 5th 2025 when My husband and I went to turn the said mattress it had split. The mattress was on a Tempur-Ergo 3.0 adjustable base that was purchased was Rooms to go in ********** on 08/15/2024. Not sure if it being on adjustable base caused it to weaken the mattress or a mattress defect. But salesman ****** ********* said the Beauty rest black would work with said adjustable base. Called Rooms to go immediately when happened talked to an upper body manager named ***** he said sounds like nothing they could do but would call back. I inquired.a day he couldnt give a day. Never called back. He did suggest. I call the manufacturer which I did. They were surprised and said Rooms to go in ********** should replace or refund. To see what they say. Never heard anything from them. I put a dispute in with the credit card company was denied. I feel I shouldnt. Have to pay for a top name mattress that was only 5 weeks old. Also it had a protected cover that was also brought from same rooms to go. Have no problem returning the mattress and getting a refund. Dont want another mattress due to being poorly made.

  

  Business Response

  Date: 04/10/2025

  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. ******* offers a longer limited warranty for defects offered by the manufacturer we will offer. Unfortunately, consequential damage is not covered by either warranty.
  Regrettably, we would be unable to offer any course of action due to the reasons stated herein. Our office has reached out to our customer and provided this information.

  Thank you,
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23186148
  
  I am rejecting this response because: I believe this is a manufacture defect only had the mattress five weeks regardless when it split and feel as a customer, we should be entitled to a refund as the mattress is no good at this point and hasnt been after the only five weeks that Ive had it. tried to get this resolved as soon as this happened back in February.2025 feel like Im getting the runaround. Very dissatisfied.. dont understand how they believe that it is not a manufacturer defect and want to pass the ball back on me the consumer. For a bad made mattress. I have tried every Avenue. I know how to get this resolved. Could they explain to me how they believe that this is not a manufacturer defect?
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 04/11/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Our office understands our customers view; however, the damage was caused from handling which is not considered a defect. As per the terms of both the 1year warranty and that of the vendor, consequential damage is not covered thereby not being able to comply with their request for a course of action. Unfortunately, our position as previously stated remains unchanged.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23186148
  
  I am rejecting this response because: I understand you are saying due to me the moving the Black beauty rest mattress. Which remember is on an adjustable base frame. Which was also purchase from Rooms to Go. I believe do to the mattress make and being so heavy weaken the mattress around the structure and stitching area. So yes I stand as a customer that it was do to a manufacture defect. Only after 5 weeks and that happened being on an adjustable base frame. Remember we are talking about a very thick heavy mattress thats going up and down on the frame which I believe weaken the structure, stitching and material. Not due to just me! 
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 04/17/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  We understand our customers views. However, upon investigation, we found no record of any reports of this product being damaged by the general use of a supporting structure. Regrettably, the reported damage was caused by actions taken in the home, which are not covered under the terms of the warranty guidelines agreed to at the time of purchase or within the vendor's limited warranty guidelines.
  
  The care instructions provided by the vendor state that the handles are intended to assist in positioning the product on the support or foundation, not for carrying or moving it.
  
  Unfortunately, we are unable to provide a course of action as previously outlined.
  
  
  Respectfully,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23186148
  
  I am rejecting this response because:
  The mattress was not carried or moved by the handle in a matter in which Rooms to Go is assuming. I stand by my statement in which I only had the mattress for 5 weeks on a adjustable base The mattress was never picked up off of the base or move by the handles in the matter in which rooms to go is stating. Obviously, there are handles on the mattress to use to reposition the mattress in which we did. Not sure if there was already a split in the beauty rest black series mattress all we know is that we noticed contacted rooms to go. They assumed that since where the split was that we were at fault said there was nothing they could do. Sent us to call the manufacturer. The manufacture said that rooms to go should be responsible. I have had the runaround ever since *** had this mattress. Its been a nightmare. Definitely wished I wouldve took my business somewhere else. Years ago, I bought a mattress from rooms to go was the best mattress I ever had. Thought I could do the same again, but I guess the quality and customer service isnt there anymore. Ive done everything. Ive know to do to resolve this.. I spoke to rooms to go, the manufacturer, put a dispute in with the credit card, which they denied rooms to go, now Im speaking with the Better Business Bureau. Rooms to Go still wants to leave us paying for a beauty rest black series mattress thats supposed to be top-of-the-line $3,126.00 twin xl that was poorly made. Come on rooms to go you can do better than this!! 
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:04/05/2025

  Type:Delivery 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.

  Set up delivery of furniture on Thursday April 3. Delivery person could not find my address even though I left notes it is a new subdivision and to call me and left my cell number. After waiting 9-5 for furniture and calling Rooms to Go customer care 5 times to check status, no one informed me until my last call that it would not be delivered. Rescheduled for Saturday April 5, continuing to call Rooms to Go customer care, delivery for *****, driver left my gate at 2:38 bc he said he couldnt access. With gate code (no one yet has had trouble with the code), yet Rooms to go continues to tell me the driver is on the way until I call back at 4:00 and then get informed he couldnt open the gate.

  

  Business Response

  Date: 04/10/2025

  Dear BBB,
  
  We are in receipt of this claim.
  
  In regards to our customers situation, we are reviewing the account with the corresponding delivery company. A follow up will be made with the customer once matter is concluded.
  
  Sincerely,
  
  ******** *.
  Presidential Assistant
  

  Customer Answer

  Date: 04/11/2025

   
  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:04/05/2025

  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 the insurance they offer when buying furniture. I paid $309 for the insurance. The couch seat springs are sinking in, the *** port stopped working and a leg has twisted. I placed a message on their site on 2/26/2025 and again on 3/7/2025. I went to their store in ************ where I bought the furniture and insurance. They told me I would get a call in a day or so. A week went by and I returned to the store and talked to the store manager again and was told the same thing. Nothing happened again. So now I have purchased the insurance they offered and received nothing for it. It seems to be a scam. They sell the insurance and do not honor it.

  

  Business Response

  Date: 04/10/2025

  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. This expired in 2023. Our customer purchased the ****** extended service contract powered by ********.
  With respect to their situation, service approval would solely fall under the purview of ***************** guidelines given the length of time past the 1year warranty. We are inquiring with their team for more information. A follow-up will be made with the customer once details are received.

  Thank you,
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23164858
  
  I am rejecting this response because: Rooms to go recieved the payment for $309. I wrote the check to them. If the company they are using is not doing the job they need to follow up and do it or replace the sofa as stated in the contract of the insurance they sold me. When I ran my business if I had a sub who did not do the job I was responcible to get it right. It is the same here. 
  
  Sincerely,
  
  ********* Vincent ********

  

  Business Response

  Date: 04/10/2025

  Dear BBB,
  
  Our office understands and appreciates our customers views.However, our position as outlined previously remains unchanged.
  
  Respectfully,
  
  
  ******** *.
  Presidential Assistant
  

  Customer Answer

  Date: 04/11/2025

  As I said in the last complaint the insurance they sell did not work at all for us. We wrote the check to Rooms to go adding the $309 for the insurance they offer. This is what we received in resopnce to our claim. I truly feel robbed. I was told they had us insured for the money paid to them. "Ticket #: Claim #******* - Sofa - Springs We have finished reviewing your claim and are now identifying a technician to complete inspection and diagnose or repair. Your account specialist will reach out to you once we have secured the appropriate servicer in the next few business days. For any inquiries, or to check the status of this claim, please visit us at *****************, select the *************** Request Status"" option, and utilize the claim number listed above. This advisement is subject to change upon further processing of your claim. DUAL PWR RECL SOFA Claim # ******* Mechanism & Claim #******* - Electronic Components "Guardian Protection Products has processed the claim for your furniture. The damage you have reported is not eligible for coverage under your **************** Contract. The **************** Contract you purchased from the retailer does cover your furniture for: The breaking or bending of mechanisms & Failure of electrical components However, your **************** Contract requires that all damage be reported within ************************************* damage occurrence. Unfortunately, based on the damage date reported, (shown below), your claim is ineligible for coverage. July 21, 2022