ComplaintsforRooms To Go

• Initial Complaint

  08/31/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Rooms To Go selling extended guaranties that are not covering what they sale. Claim Number with4 Warranty Corporation XXXXXXX: On 7/12/21 my kid spell nail polish on the furniture that was covered under the extended warranty that I purchased from 4 Warranty Corporation at Rooms To Go. I submitted pictures of the damages to 4 Warranty, I spoke to 5 representatives on different dates, and today July 20th of 2021 they denied my claim by saying there was "accumulation of damage cause by the nail polish". I asked the supervisor's name Sheina for them to send a Technician to my house to see firsthand the damages, I offered to send a video of my security camera showing the moment of the accident for them to see the furniture was completely fine before the accident, to which they denied on both options. 4 Warranty Corporation is legally violating the terms of their own agreement and are stilling the money I paid for the coverage they offered to me at the time of buying the insurance and the e

  

  Business response

  09/24/2021

  Business Response /* (1000, 5, 2021/09/08) */ Dear BBB, We are in receipt of this claim. Our office has reviewed the file in its entirety. Our customer has the Fortegra contract which covers a single incident stain, not multiple or accumulation. This was deemed as accumulation. Consequently, there would be no action pursued. In the best interest, as only option, we could void the Fortegra contract and issue our customer a refund of the service. Please let us know. We apologize for being unable to pursue any other action. Sincerely, Lourdes C. Presidential Assistant

• Initial Complaint

  08/31/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 7/4/21, we purchased a dual-reclining loveseat, a regular loveseat, a coffee table and two end tables from Rooms-to-Go, Orders #XXXXXXXX & XXXXXXXX from the store in Friendswood, TX, for $3,214.10. The reclining loveseat, coffee table and end tables were delivered on 7/16. The day after, the right side of the reclining loveseat started making grinding noises and had loose nuts inside the back lining. Since then, we have had three technicians come to check that and other issues, to no avail. A replacement loveseat had the same issues plus one leg was 1/2" shorter than the others. A visit to the store and several phone calls have been fruitless. All we have received is furniture with many problems, failure to fix them, lack of follow-up, and personnel refusing to get others with more authority involved. Asked for a refund today after the second loveseat was delivered with problems and was told they don't do that.

  

  Business response

  09/10/2021

  Consumer Response /* (3000, 6, 2021/09/01) */ ***Document Attached*** On 4 Jul 2021, we purchased a dual-reclining loveseat, a regular loveseat, a coffee table and two end tables from Rooms-to-Go, Orders #XXXXXXXX and XXXXXXXX, for a total of $3,214.10 which has already been charged to our credit card, from the RTG store located in Friendswood, Texas. The dual-reclining loveseat, coffee table and end tables were delivered on 16 Jul 2021. The remaining pieces are not scheduled for delivery until the end of September. The day following the delivery, the right side of the dual-reclining loveseat (when facing it) started to make grinding noises and when we moved the loveseat away from the wall, we could feel four loose nuts inside the back lining on the that side. Since this happened on a Saturday, it was Monday before my wife, Bonnie, was able to talk to a Customer Care Representative. They scheduled a technician to come to our house the following day. He removed the back of the recliner and replaced the loose nuts. A couple of days later, we noticed that the back of the reclining seat was loose and found a bolt on the floor. Again, there were a couple of loose nuts in the lining in the back of the reclining seat. We also discovered a large crack running down the front and across the top of the wood at one end of the coffee table and had to have it replaced. We went to the store and asked for the store manager (Klarrisse Munford) who came to talk to us about ten minutes later. After we explained what was going on, she handed us her business card and told us that we had to call the Customer Care number listed because it was out of her hands once the furniture was ordered. The number she provided was the same number we had called previously, and you have to hold for hours or leave a call back number. There was more than once that no one bothered to call back and my wife, Bonnie, had to follow up again a couple of days later. RTG scheduled another technician to come out the following week, but on the scheduled day, someone called to reschedule due to a shortage of technicians. Someone finally came to the house on 10 Aug 2021. When he flipped the loveseat on its back, my wife noticed several tears in the lining underneath the loveseat which we were not previously aware of. He said he was not able to fix the noise and had no way to replace the loose nuts. He put the bolt and nuts in his pocket, took pictures, then left. That same afternoon, my wife called Customer Care asked for a replacement loveseat. She was told that it could take several days for them to review the technician's report, and someone would call her. We waited three days then, since no one had bother to call, she contacted someone through the website and was informed that a replacement would be delivered on 31 Aug 2021. The replacement was delivered on that day (delivery person was Jose), and one leg was shorter than the other three by about 1/2-inch! The delivery person had to remove a leg from the damaged piece to replace the one from the new piece. This dual-recliner has the same problem as the first one except that now it is the left side of the dual-reclining loveseat (when facing it) making a skipping, grinding noise. The delivery person said it sounded like a bad motor and it needed to be replaced! Bonnie called RTG, talked to a Customer Service representative, and asked for a manager. She told her that they were all in a meeting, but she would have a manager call her as soon as they were available. The call she received from (XXX) XXX-XXXX about five minutes later was from a survey member named Emi, not a manager. Both of us were in the call with Emi. He said they would have to order a new motor which would take 3-5 business and that I would have to call to schedule a (yet another!) technician to install it once we received the part. I told him that it was not an acceptable solution, given the history with this purchase, and asked for a complete refund. He told me that RTG doesn't give refunds and offered to let us choose something else. When I asked to talk to someone with more authority, Emi refused (on many occasions!). After going back and forth for 34 minutes, he offered a $80 delivery refund which is not acceptable. Then told me that if Rooms to Go would refund the purchase they would require a 20% restocking fee. We were not only dissatisfied with this possible solution but expressed amazement that they would restock such piece of furniture and probably pass ** the problems to another customer! Totally unacceptable! At this point, the only satisfactory solution is a refund of the entire amount we paid ($3,214.10). That amount includes tax, delivery charge, and warranty. For our hard-earned money, all we have received is lack of follow-up failure to properly fix the problems, and personnel refusal to get others with more authority involved. We are asking for RTG to pick up their furniture and issue a complete refund. A customer should not have to go through all the things we have experienced while purchasing their products. ********* and ****** *********, (XXX) XXX-XXXX Business Response /* (4000, 8, 2021/09/08) */ Dear BBB, We are in receipt of this claim. On behalf of Rooms To Go, please express our apologies for any problems with their furniture. Our office reached out to our customer to see if they would consider a reselect. Our customer did not accept the proposal. In the best interest, we have authorized a return of the merchandise and to cancel the pending order in order to resolve for a refund. The store will be contacting our customer once the return is generated to schedule with them. We trust this has been settled. Thank you, Lourdes C. Presidential Assistant Consumer Response /* (2000, 10, 2021/09/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) We accept the response by Rooms to Go provided the full refund of the purchase price, including tax, delivery, and insurance is made. Once the delivered items are picked up and the original amount of $3,214.10 is received by us, we will consider the case closed. Thanks for all you did in, and what appears to be, a resolution in our case.

• Initial Complaint

  08/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  see attached In June 2021, I attempted to order furniture online. Because of the amount of the purchase I had to confirm the amount with my bank. I approved the amount with my bank and the funds were released via my bank yet Rooms to Go refused to process my order. After coming to the store with my card and identification, I was finally able to finalize my purchase. I have ordered 3 rooms of furniture from Rooms to Go (2 locations). Of the 3 orders 2 orders have come damaged and I have yet to receive my living room furniture. I was delivered a broken dresser and mirror. On the 2nd attempt to deliver the dresser was broken again. On August 28, my daughter's bunk bed was broken. I have purchased over $7,000 worth of furniture and none of the furniture has been satisfactory. I have attempted to call the store several times and no one in customer care is able to resolve my concerns in a satisfactory manner. I would like to pursue a full refund for the furniture I ordered.

  

  Business response

  09/16/2021

  Business Response /* (1000, 5, 2021/09/07) */ Dear BBB, We are in receipt of this claim. On behalf of Rooms To Go, please express our apologies for any problems with the bedroom set. Our office has reviewed the file and we were made aware other orders as well as exchange are scheduled for 9/18/21. We are sending out (2) dresser and mirrors so that customer can pick the best one. Their living room set and Kid's order is also going out on that date. We would like our customer to allow this opportunity on 9/18 for us to resolve this for them. Once completed and delivered, if customer is satisfied, we will move forward with courtesy accommodation. If the exchange and deliveries are not successful, as last recourse, we will have the store generate a return or cancel the order. We thank our customer for their business and their patience. Sincerely, Lourdes C. Presidential Assistant Consumer Response /* (3000, 7, 2021/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) To Whom It May Concern, I am unclear about what is meant by if the customer is satisfied, " we will move forward with courtesy accommodation m". I am concerned about how the furniture is packaged in the truck. The furniture is pre assembled and clearly it is not handled with care. I will determine satisfaction after the delivery of ALL items. Please see the attached damages that were accrued upon my last delivery attempt. Best, ******** Business Response /* (4000, 9, 2021/09/10) */ Dear BBB, We have received the latest response. We are sending the exchange pieces as "not stripped" so they will arrive in their original packaging to ensure no transit damage. When our office is made aware that customer is content with her bedroom pieces and all is resolved, we will review courtesy accommodation. Once again, we apologize and thank our customer for their patience. Thank you, Lourdes C. Presidential Assistant

• Initial Complaint

  08/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought furniture from Room to go on Loan and bought extended warranty for it and paid extra money for it. Rooms to go told us if there is any damage to furniture or if you want to polish as many times you want within 3 years of warranty you can do it free of cost through fortegra. Now after a year we moved to another location and one of the night stand is damaged and needs other furniture to be polished. After opening claim XXXXXXX with fortegra they rejected it and told me they are not going to cover any damage or even to polish rest of furniture. While at the time of sale rooms to go told us we can ask for polish as many times we want and i paid for it as well. I think i am mislead by rooms to go sales team and now i am told i cant have even get polished my furniture. I visited the store and again they told me to contact fortegra and fortegra keep telling me to talk to rooms to go. Fortegra claim number XXXXXXX. None of them talking responsibility. Regards ****** ****

  

  Business response

  09/08/2021

  Business Response /* (1000, 5, 2021/09/08) */ Dear BBB, We are in receipt of this claim. On behalf of Rooms To Go, please express our apologies for any misunderstanding concerning their Fortegra contract. Rooms To Go provides a 1-year warranty to furniture that has remained at the original delivery site. Our customer's furniture was moved and acquired transit damage in the move. Unfortunately, RTG cannot cover that and neither is Fortegra. As a courtesy, we have ordered 2 drawer glides for customer and they should receive within the next couple of days. We have also reached out to them and we are voiding the Fortegra contract and refunding all their monies in full. Please allow at least 21-30 business days for processing and at least two months to post on their credit card. We thank our customer for their business and trust this has been handled. Sincerely, Lourdes C. Presidential Assistant We trust this Consumer Response /* (3000, 7, 2021/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hi, This is not misunderstanding. I agree one of night stand was a bit damaged during move. but what about the other pieces that are in good shape and their color is fading and needs polished? We were not buying this furniture at first place but sales person keep insisting you buy fortegra warranty and you can have it polished as many time you want in duration of 3 years. We did need to do the polish until now. And when we contacted Fortegra they said they wont do it and you have to contact Rooms to go. And Rooms to go sales person as of now tell me to contact fortegra. Even as of this date if i go and talk to sales person that i am looking for new furniture. They will immediately ask me to pay extra for 3 years of warranty and tell me that it will cover polish as well. They are simply deceiving everyone. Rooms to go has to either polish the furniture or they have to refund me agreeable amount of furniture in addition of that fortegra extended warranty amount. Regards ****** **** Business Response /* (4000, 9, 2021/09/13) */ Dear BBB, Once again, we apologize for any misconception of the Fortegra contract. The furniture has been moved from the original delivery address and the issues not covered under Fortegra. Therefore, Rooms To Go warranty is now void. There will be no action pursue on the furniture itself. In the best interest to resolve, we can void the Fortegra service and refund that in full in the amount of $263.51. Please let us know so that we can move forward with that. Thank you, Lourdes C. Presidential Assistant Consumer Response /* (3000, 11, 2021/09/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hi, There is no such restriction to not to move place. Polishing the furniture has nothing to do with moving to another apt. I would expect fortegra contract amount refunded + polish of the items as promised by the over confident sales person. I went to showroom near my apt and the agent still tell me if you buy with us your furniture will be covered for polish with fortegra warranty and handed me information voucher. They are still deceiving customers. ****** Consumer Response /* (3000, 18, 2021/09/17) */ They have to refund me extended warranty as they mis informed me about polish and its useless if they dont cover polish. Business Response /* (4000, 20, 2021/09/17) */ Dear BBB, We have received the latest response. Once again, we apologize for any misunderstanding. We are cancelling the Fortegra contract and refunding our customer the full amount of the Fortegra service. Please allow at least 21-30 business days for processing and two billing cycles to post on their Synchrony statement. We trust this has been settled. Thank you, Lourdes C. Presidential Assistant Consumer Response /* (2000, 22, 2021/09/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) Hi, I will accept Fortegra refund as it was useless at first place when they assured it will cover polish when it was not true. I will reach out to management for polish issue to be resolved. Regards ****** **** Consumer Response /* (3000, 18, 2021/09/17) */ They have to refund me extended warranty as they mis informed me about polish and its useless if they dont cover polish. Business Response /* (4000, 20, 2021/09/17) */ Dear BBB, We have received the latest response. Once again, we apologize for any misunderstanding. We are cancelling the Fortegra contract and refunding our customer the full amount of the Fortegra service. Please allow at least 21-30 business days for processing and two billing cycles to post on their Synchrony statement. We trust this has been settled. Thank you, Lourdes C. Presidential Assistant Consumer Response /* (2000, 22, 2021/09/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) Hi, I will accept Fortegra refund as it was useless at first place when they assured it will cover polish when it was not true. I will reach out to management for polish issue to be resolved. Regards ****** **** Consumer Response /* (3000, 27, 2021/10/06) */ Can you please ask them to refund my amount through check? they put the money in Rooms To Go credit card and I don't owe them anything. that card cant be used any other place and it doesn't have expiry date as well. I have already asked them not to do it that way. Business Response /* (4000, 29, 2021/10/11) */ Dear BBB, We have received our customer's request. Unfortunately, we did not receive a letter from the customer on Synchrony letterhead that the account was paid off. Therefore, on a Financed account, Rooms To Go is liable to refund any monies back to Finance company first. The amount of $280.64 was refunded to Synchrony and it was sent on 9/23/21. Our customer would need to reach out to Synchrony so that they will cut him a check. We apologize for being unable to assist further. Thank you, Lourdes C. Presidential Assistant

• Initial Complaint

  08/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ordered a living room set from RTG, paid little over $3200.00. Gave us a delivery date of 8/27/21 from 1-5pm. I confirm the time & take off of work to be here. Receive an email the morning of saying time is now 6-10pm. Time goes up to almost 12am. Get a call well after business hours telling the driver canceled the rest of his route would be to us Sunday 8/29 8am-12pm. I take off work again, wait all day... no email updates or anything, find a voicemail from Saturday night at 9pm from the delivery manager stating that now my delivery date has been moved to 9/3 (following Friday). I try to call back twice, no return call & all offices are closed. I call (Monday 8/30) to be told there is nothing they can do & that there is no manager available to me to talk with. After demanding a manager (aggravated she had to speak to me) tells me she cant do anything other than return our delivery charge of $110. This does not even cover the now 3 days of missed work or all inconveniences.

  

  Business response

  09/16/2021

  Business Response /* (1000, 5, 2021/09/07) */ Dear BBB, We are in receipt of this claim. On behalf of Rooms To Go, please express our apologies for any problems with their delivery. We have forwarded a copy of the claim to the delivery manager to investigate further. Although we understand and appreciate our customer's time, we are unable to reimburse all the inconvenience. As a good will gesture, we can offer a $200 merchandise certificate or a $200 refund. This offer will override the refund of their delivery fee. Please let us know. We thank our customer for their business. Sincerely, Lourdes C. Presidential Assistant Consumer Response /* (3000, 7, 2021/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will not accept that offer. The business should fully comp the delivery fee AND bare minimum $200, as I had to pay a baby sitter $100 dollars the first day AND take the day off of work, THEN had to do the same on Sunday when they didn't show, and AGAIN on the following Friday ! ON TOP of my couch missing a cushion when it was finally delivered ! Business Response /* (4000, 9, 2021/09/10) */ Dear BBB, We are in receipt of the latest response. Once again, we apologize for the issues. We regret our customer is unable to accept the offer presented. The amount presented is what we can offer in either certificate or refund. Our customer should be receiving the cushion within the next couple of days. Thank you, Lourdes C. Presidential Assistant

• Initial Complaint

  08/30/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We bought a sectional last year and it was delivered in September 2020. Over the course of several months the couch was showing extraordinarily signs of wear even though the couch was lightly used by only two people. The fabric is coming apart and on the seat and back cushions and the ottoman. RTG offered an exchange and the new couch was delivered in June 2021. In less than 2 months, the couch fabric is doing the same thing as the original. RTG sent out a tech to look at the couch and he said he had never seen this before and it was an issue. After going back and forth with the store and the customer service, the only solution they have was a re-selection or exchange. They have us down for another (third exchange).This has not been a great experience as we have been to the store countless times and talked to customer service multiple times. Re selection is not an option due to room color and size requirements. Pictures do not do the couch any Justice-needs to be seen in person.

  

  Business response

  09/14/2021

  Business Response /* (1000, 5, 2021/09/08) */ Dear BBB, We are in receipt of this claim. On behalf of Rooms To Go, please express our apologies for any problems with their sofas. We reached out to our customer to offer another option. The option would not work for our customer. In the best interest to resolve, we authorized a return of the living room set for a full refund. We trust the claim has been resolved. Thank you, Lourdes C. Presidential Assistant Consumer Response /* (2000, 7, 2021/09/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) We accept this response and look forward to getting out refund check.

• Initial Complaint

  08/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a sofa from Rooms To Go on May 17 2021. I received the first damaged sofa on June 23 2021. The first sofa arrived damaged and covered in grime. I contacted Rooms To Go to get an exchange processed, they sent a replacement sofa on August 24 2021 and the delivery staff notified me that the replacement sofa was damaged. I went to the truck and noticed that the sofa was not adequately protected and was simply strapped to to the side of the tuck and again, covered in grime. I contact Rooms To Go for the third time about getting a replacement and the third replacement was sent on Aug 28th 2021. This too was not protected and arrived covered in dirt. It is now August and I still do not have a new condition sofa.

  

  Business response

  09/24/2021

  Business Response /* (1000, 5, 2021/09/07) */ Dear BBB, We are in receipt of this claim. On behalf of Rooms To Go, please express our apologies for the problems with their sofa. Our office has forwarded a copy of this claim to our load-out manager in order for them to review further and take steps to correct this situation. We have authorized the store to generate a return and contact customer to schedule. Our customer has also placed a dispute with their credit card. We trust this is being handled. Thank you, Lourdes C. Presidential Assistant

• Initial Complaint

  08/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a bedroom set online a month ago, finally got it delivered 8/26/2021. I have been in air mattress awaiting this bedroom, as we open the boxes to complete the set up, pieces of wood fall out of the boxes as furniture was completed damaged. Opened 2and box with dresser and the back piece was broken off . Extremely disappointed as I paid so much and waited so long for damaged furniture. The worst part is that I ordered a living room set last year and had the same issue. I can't get any customer service on the phone, keep getting a call back at a later time all reps are busy. I need this furniture picked up and a refund, not taking another chance with rooms to go.

  

  Business response

  09/27/2021

  Business Response /* (1000, 5, 2021/09/07) */ Dear BBB, We are in receipt of this claim to our office. 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 the furniture was delivered on 8.26.21. The customer contacted our customer care department on 8.28.21 to report the issue with the furniture. We show service and an exchange was offered; however, the customer rejected said options to resolve the problem with the furniture. At this time, a return was generated for the product delivered. It was picked up on 9.03.21. Refunds take up to 21 business days to process from date of return and 1-2 billing cycles to show on their finance statement. We trust their claim is settled. Sincerely, Nannette O. Presidential Assistant

• Initial Complaint

  08/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 7/6/20 I purchased & paid for furniture/rugs from Rooms To Go (RTG). Delivery was delayed, of course, due to COVID. Upon delivery & inspection, 1 piece (an ottoman) was in damaged condition. RTG told me to keep the damaged piece, use it & they would replace it with a new one. Since then, they have made about 9 delivery attempts. Each time, it came damaged except once it was the wrong color & another time it was a "used or previously returned" item. RTG has continually given me the run around, nor offered a satisfactory resolution to this matter other than I can "return item for refund" (unacceptable as it is part of the entire living room set I purchased & coordinated with many other fixtures, accessories, etc.) OR they can repair it (unacceptable as I paid for a NEW ITEM). Today, I'm told they will only try "1 more time" to deliver undamaged item & if that is damaged, they will "only offer full refund for entire living room set." They are incapable or unwilling to resolve.

  

  Business response

  09/08/2021

  Business Response /* (1000, 10, 2021/09/08) */ Dear BBB, We are in receipt of this claim. On behalf of Rooms To Go, please express our apologies for any problems with their ottoman. RTG, as other retailers, is still experiencing long furniture delays due to factory closures. We will attempt one last exchange on 10/2. We will be sending (2) ottomans unstripped to ensure no transit damage and our customer can pick the best one. Once this takes place, we will offer a courtesy accommodation. We thank our customer for their business and their patience. Sincerely, Lourdes C. Presidential Assistant Consumer Response /* (2000, 12, 2021/09/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) I only accept RTG's response to this complaint with the following clarification. I paid for a NEW ottoman on 7/6/20 & to date, RTG has only provided me with either damaged or the wrong color ottoman on NINE (9) different occasions. I do not agree that they will "attempt one last exchange on 10/2." What happens if their "last exchange" arrives with damage(s)? Does that insinuate that I have to accept damaged furniture? I cannot fathom how a company this large is unable to deliver an undamaged or correct piece of furniture to a customer who paid for it almost 15 months earlier. They should be quite embarrassed at the very least! RTG's egregious handling of this entire situation is truly appalling. Several of their company representatives (in the Virginia Beach store and in their corporate office which I later found out was also called "Customer Care" dept) have been insulting, rude, condescending, provided incorrect information and showed no empathy. Simply stated, I want what I paid for which is an undamaged ottoman. If on 10/2, Rooms to Go is still unable to provide that to me, I would like to be given a full refund for the damaged ottoman and I would expect to keep the one in my home. Anytime a RTG CEO or someone in their organization would like to speak to me personally to obtain specific information (names &/or titles of their rude & unprofessional representatives, dates/times of conversations &/or deliveries, photos of the damaged ottomans, etc.), I would be more than willing to speak with them. Consumer Response /* (3000, 18, 2021/10/04) */ The promised delivery of 2 unstripped ottomans was made on 10/2/21, making this the 10th attempt from RTG to deliver 1 undamaged ottoman which was paid for by me in July 2020. Each of the 2 males who brought them into my hone, unwrapped them and I inspected them. Immediately I saw damage in multiple places on each ottoman. I then took photos and video. The 2 males said they would get their supervisor to come in from the truck and view them. Their supervisor came in and he too saw the damages and proceeded to take photos. He assured me that he was going to report it immediately and that someone would definitely be calling me about it. Furthermore, he advised me to keep both ottomans as the delivery for another ottoman would be faster if I kept them in my home. He stated "I promise you, you'll get another one much quicker and someone will definitely be contacting you very soon." To date, I have yet to hear from anyone about this latest delivery attempt. RTG's Corporate Office has known about this situation for some time now. They've replied to my BBB Complaint & promised delivery on 10/2. After 9 previous failed attempts by RTG to deliver an undamaged piece of furniture, one would think that they would have reached out to me or their contracted delivery company ASAP to ensure that this 10th delivery went smoothly. It is now abundantly clear to me that RTG could care less about their customers and that they refuse to stand by their product. Simply put AGAIN, I want what I paid for back in July 2020. I paid for a NEW, undamaged ottoman and that is what I expect. Since RTG is clearly unable to provide that to me, I feel they should now give me a full refund and allow me to keep the least damaged ottoman. This entire situation has been unbelievably upsetting, extremely time consuming and utterly unprofessional! Due to no fault of my own, RTG has had 10 different delivery attempts (causing me &/or my family's prior appointments, engagements and other business &/or personal events to be cancelled, postponed or rescheduled to accommodate said deliveries). My family & I have been majorly inconvenienced and have lost hours upon hours not only waiting for these deliveries but going to the local store for assistance on multiple occasions and spending hours on hold when calling their Customer Care Dept. Ultimately, I would have expected someone from RTG Corporate office to have had this 10th delivery on their radar and have had the foresight to follow through with me or their delivery company to ensure that this delivery had had a positive outcome. Once again, RTG has exhibited poor business sense and has shown they could care less about customer satisfaction. As offered in the past, I would be more than willing to discuss, show photos &/or videos of damages, share dates/times/names of the rude, unprofessional RTG agents that I have dealt with about this situation. Just when I think it cannot get any worse, it does!! Business Response /* (4000, 22, 2021/10/18) */ Dear BBB, We have received the latest response. Once again, we apologize for the issues with the ottoman. We have forwarded our customer's information to our warehouse manager to investigate and address issues further. We would not be contemplating anymore exchanges as they have not been successful. As a courtesy, we are refunding their $190.00 delivery fee in full. As a discount on the ottoman, we can offer $175 to keep "as is" which is over 50%. If this offer is not acceptable along with the refund of the delivery fee, as last recourse, we will authorize a return on the ottoman. Please let us know so that we can move forward. Thank you, Lourdes C. Presidential Assistant Consumer Response /* (2000, 24, 2021/10/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am appreciative that RTG has finally offered a reasonable resolution to this case.

• Initial Complaint

  08/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid for a package deal and which included a Television from Bestbuy we are being told that one company is responsible and we called rooms to go we are told that Bestbuy is responsible. So neither rooms to go nor Bestbuy is taking responsibility for us retaining or reimbursement for a tv that's was purchased with our furniture package.

  

  Business response

  09/24/2021

  Business Response /* (1000, 5, 2021/09/08) */ Dear BBB, We are in receipt of this claim. On behalf of Rooms To Go, please express our apologies for any inconvenience. Our office reached out to our TV liaison. According to Simple Marketplace, our customer redeemed their TV coupon on 8/31/21. At this time, they are waiting for the TV to be delivered. We thank our customer for their business and trust this has been handled. Sincerely, Lourdes C. Presidential Assistant

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