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

  4315 E Independence Blvd Charlotte, NC 28205-7401

  
• 

  Rooms To Go, Inc.

  8315 Kingston Pike Knoxville, TN 37919-5450

  
• 

  Rooms To Go

  10790 Pines Blvd Pembroke Pines, FL 33026-3905

• 

  Rooms to Go

  460 S College Rd Wilmington, NC 28403-1604

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:03/08/2025

  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.

  Order $2500 worth of furniture in February set to be delivered March 8. Was given a delivery date and time of March 8 between 11 AM and 3 PM. On the date of delivery, they said my expected time to receive furniture was between 11 and 12, Around 10 AM my time kept getting pushed back until it said that my furniture was set to arrive at 3:30. At 2:50 PM, they told me that my furniture was seven minutes away. At 3 oclock, they called requesting for me to open the gate to my apartment and doing so I opened it let them in and waited seven minutes for them to come in which they never arrived. I went outside looking for them. There was no delivery truck. I received a call from them telling me that no one was answering the door and that they were looking for me. Stated to the dispatch person that I was in the apartment and now I am standing outside, waiting for them and theres no truck seen. They repeatedly told me that they were there and that they were outside and to look for an unmarked vehicle or a rooms to go truck. They had me wait for them at the leasing office no one ever arrived, and then the phone hung up on me and sent me to an automated system in which they told me that they were no longer able to deliver my furniture and I would have to wait a week because I was not there to receive my furniture even though they were at the wrong location and kept telling me that I refuse to open the door. I could see the delivery truck driving past on the beltway, even though I told them that they were at the wrong apartment complex in the complex that they were describing were not mine. The driver refused to come back out and make a delivery and said that I would have to wait another week or until an available date came up since I was not there, even though I did everything they asked and waited outside for them. They then sent me a message asking how did my delivery go into rate their service since they delivered my furniture. I have no furniture delivered.

  

  Business Response

  Date: 03/12/2025

  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 complied with their request to cancel the order. We did not charge the finance company since delivery did not take place. The customer will need to direct any inquiries regarding financing to ************** as that is out of our jurisdiction.
  
  We trust this claim has been answered.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:03/08/2025

  Type:Product 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.

  On March 2, we went to the Rooms To Go in ********* after doing research on line for accent chairs. After spending almost 2 hours at the store and talking to the sales associate regarding our concern over these chairs being the right color, size, shape and so forth. We finally made the decision to purchase *** set up deliver for Friday, March 7th. Got our receipt and left.Received our chairs on the 7th, unfortunately, as soon as we got the chairs delivered we knew right away they were not going to work in our home. To boot there was a broken piece on one of the chairs so we called in a service ticket for broken piece on the frame. We asked to return product and said there is no return ********* wife called the store and spoke to lady first name starts with J (not sure of name). She said there was a NO return Policy and we should just read the receipt. The Policy ios on your receipt which is after we purchased the chairs. She was abrasive and not empathetic or concerned with customers support. This lady would not share the maagers name on first conversation. In the second conversation she again said no one had to tell us about the No return policy and for us to just read a receipt. She gave Managers name as ****** and he is not their and is in training and will be back after lunch, Then we were told he was not available and to just read the receipt.We try to assist our local business and shop in store. We do not feel like this is appropriate and and not to the standards of good business conduct. Feels shady and that Rooms To Go just tries to trick/not tell customers al the information to make intelligible decision.

  

  Business Response

  Date: 03/13/2025

  Dear BBB,
  
  This is in response to this claim.
  
  Our company has reached out to our customer and addressed their concerns.
  
  We trust this claim is settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 03/17/2025

   
  Better Business Bureau:
  
   We are accepting their proposal on a fair exchange if we can act on the mutual solution first of April.  I just want this on record we have communicated to Rooms To Go on the 13th of March that we will be out of town and Country till first of April. (Roomstogo confirmed that will be fine, just reach back out on our return)
  
  We will contact RoomsTogo at that time for the transition.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:03/07/2025

  Type:Product 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.

  Purchased about $3000 worth of furniture and paid extra for delivery and set up, as it is a large sectional and queen bedroom suite. The company gave me a timeframe of 8a-12p on March 7, today. I immediately contacted them back and advised it needs to be after 9am as I am moving into an apartment and signing a lease and the office doesn't open until 9am. Even after doing this, they show up at 845am, and text me I have 15 minutes! I rushed the leasing agent and got up there to the unit. It was at this time they say now they cannot set up as its been too long. They proceed to drop off huge boxes of furniture in the apt and leave! Now, I have things I cannot use, plus huge packaging I cannot get rid of! When we called corporate at **************, they offered no help. Updated to add: was able to speak to a supv at corporate named ******. She arranged for the delivery team to come back at the end of their routes today sometime after 3pm. It's 430pm est and no calls, nothing. Corporate doesn't answer. Imagine that! Now, not only do they owe me set up, they owe me a refund of the delivery/set up fees plus taxes, and I would think some sort of settlement. This is ridiculous!

  

  Business Response

  Date: 03/11/2025

  Dear BBB,
  
  This is in response to this claim.
  
  Our records reflect our company has addressed the customers concerns and has discussed our delivery process. As a gesture of good will,accommodation has been offered.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant
  

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23035780
  
  I am rejecting this response because:

  
  It was very disheartening at the time of occurrence. My biggest issue on the matter was the difficulty of an effective time frame and how it was (passively) coming off as me being in the wrong or the enemy. I cannot help that adequate research was not done on ***'s side to work with operating hours of the apartment complex. I wanted it to work together and flow seamlessly. I respect timeframes and the value of it, but there's a difference between ******* due to time, and ******* due to wanting to move on. The furniture delivery also could've been handled way better and less "slammy." I know it was exceptionally heavy, but considering the state of the boxes, we were precarious at best at first.
  
  On that day, the stress of first-time home/lease owning was already weighing on me. Mix in work stress that same morning, and the gentlemen who brought everything up were spared my ire while I tried to figure out everything all at once. So many emotions flooding through me at once. First move-in can never be easy I guess.
  
  I'm not demanding much save for effective reimbursement for what is owed for what was not given ("premium" delivery, setup, mannerisms, etc.) Anything else that you feel is justified (compensation) I'll take as a cherry on the pie, but getting reimbursed for what I was not given is a good start. The furniture was put together at some cost to our well-being (my father was medically compromised but wanted to help me so I actually had a home and not bare floors.), so I'll let that stir the pot a little. My father nearly collapsed trying to assist me as my parents felt terrible witnessing what multiple stages of grief and depression I was going through all at once.
  
  I apologize if I rambled. Things are better now, but compensation is appreciated. Thank you for taking the time to work with my mother on the matter. This is not normally my fort, but this is a different occasion on this occurrence. A major step of my life hit with more roadblocks than anything else.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 03/24/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  We understand and appreciate our customers feedback. The account shows that the appropriate actions to process the accommodation offered have been taken to bring this matter to a close.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 03/26/2025

   
  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.

  Thank you on both fronts for the assistance on this. This has been a bit of a journey but I'm glad we were able to reach a middle ground in time.

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

• Initial Complaint

  Date:03/07/2025

  Type:Service or Repair 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.

  I purchased a white leather sectional from rooms to go in June 2024 after delivery we realized the recliner on the right side was defective. I reachedout to rooms to go. They eventually scheduled a technician to come out who said he needed to order a part to replace the defective part three went by and I didn't hear anything so I followed up and they said the part was on order three more months went by. I followedup. They said the part was still on order. I followed up today only to be told that this is no longeravailable. They've discontinued and they canceled my order. No one reached out to me to tell me this in lieu of repairing the furniture I received they offered me an exchange however they do not have any other white leather sectionals in stock.

  

  Business Response

  Date: 03/11/2025

  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

  Customer Answer

  Date: 03/22/2025

   
  Complaint: 23034499
  
  I am rejecting this response because:

  the Service technician came out this morning. He shared the parts did not align with the holes and so once he finished installing it, there is a significant 3 inch gap at the bottom if you look at the sectional from the side, there's a huge gap between the leg pad and the actual side so it's very misshaped and very obvious he left and I didn't realize it when I reached out to customer service. They said that he would not come back so I'm not saying that this can't be fixed, but I am saying that this is not a satisfactory repair. They are scheduling another technician in April, this is very frustrating. I've attempted to add photos but the file is too large. I am happy to share them directly. 

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

  

  Business Response

  Date: 03/28/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Our office has been in communication with the customer and have provided the option to further review their concerns. Once completed, they will follow up with the customer directly.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 04/04/2025

   
  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:03/06/2025

  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.

  Transaction Date: 06/09/2024 We purchased a couch based on the salespersons assurance that its fabric could withstand anything. During the process, she also recommended an extended protection plan through Guardian Protection (GP), stating it would cover accidental ********* February 2025, the couch sustained accidental damage, so we submitted a claim to GP. However, they denied it, categorizing the damage as "normal wear and tear." When we called to dispute the decision, they insisted nothing could be done.Seeking a resolution, we visited Rooms To Go and spoke with a manager who initially promised to advocate on our behalf. However, our claim was once again denied, this time on the grounds that it was not a manufacturing defect. When we followed up, the manager stated that the couch was not going to be fixed and that it was up to us to get a refund on the protection plan, if that is what we wanted to ***** has been less than a year, and our couch has sustained damage that is clearly beyond "normal wear and tear," yet we are unable to receive the coverage we were led to believe we had. We are incredibly disappointed and frustrated by this experience.

  

  Business Response

  Date: 03/11/2025

  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. They purchased the extended service plan powered by Guardian. Their guidelines of what is/is not covered is outlined under the website referenced on said invoice and on the paperwork they would have received at the point of sale. Since delivery June 2024, we show no record of any issues being reported until this February. Unfortunately,what the customer reported is not vendor related thereby directed to Guardian for further review. If they deemed the reported issue as being consequential damage or was not reported in a timely manner, the furniture would not qualify for service approval.
  Regrettably, we would be unable to offer any course of action due to the reasons explain. The customer will need to reach out to Guardian directly if they wish to dispute the denial.

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

• Initial Complaint

  Date:03/06/2025

  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 this couch June 2023. We went to the store had a sales rep ***** he had me go online to pay after he sold me the couch and the protection plan. Found out there was different options to the couch that were not offered and did not explain the service protection nor received a contract for the service protection. We were under the impression that the warranty was for 3 years we went to file a claim and it was denied saying that we didnt file in a "timely manner" how were we supposed to know that there was a time frame for filing without any contract or expectations. Again we knew we had the warranty for 3 years. I spoke to fortegra on 2/4 to open a service ticket and it was denied and recieved a call from rooms to go a day or 2 later that scheduled a service appt sending someone out on 2/12. The provider gets there pops the bottom of the couch off and told me and my husband that he cant fix whatever the issue was stapled the couch back and laid it down told us he would let servicing know. I called rooms to go as i havent heard anything back as of 3/6 and they told us that the provider "fixed" the issue so it was closed and to call ******** to have them open it again. Called fortegra and they told me they had no record of anyone going out bc the claim was denied/closed. Called rooms to go back spoke w a manager that offered a service contract (which is no help now) and told me that they can send someone out but more then likey it wont be covered. I feel scammed and lied to from the very beginning starting at the store. This couch was over $4k and the service protection was $800 just for us to get no information until now we go to use it everyone is willing to give us the contract.They claim everything is normal wear & tear paying this much for a couch for less then 2 years and the seams are coming undone , the springs are squeaking theres a slit in the seam on the top of the couch where no one can sit and they still claim its wear and tear .

  

  Business Response

  Date: 03/10/2025

  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 2024. Our customer purchased the ****** extended service contract powered by ********. Their guidelines of what is/is not covered are clearly outlined under ********* website.
  Our records reflect an agreement was reached regarding a 2nd evaluation. The customer will be contacted once the findings are reviewed and a decision rendered.

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

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23030294
  
  I am rejecting this response because: the sales *** as well as rooms to go has failed me as a consumer. If you would put as much effort into explaining the warranty and giving the appropriate materials needed to find the information as the sales people have when their following you around the showroom floor then service would be top notch but it wasnt. We werent given any information to contact fortegra at all we just knew that we had a 3 yr warranty and expected things to be covered within 3 years. Theres no way that IF we had all the information needed to file a claim and the information of the time frames that everything needed to be filed in we would've not done so. Why would someone that has the information and paid extra for the warranty not use it? The fact that there was a service provider that came in my home and lied in my face saying Ill let customer service know that this cant be fixed and they will contact you and then tell rooms to go that he fixed the issue is ridiculous! Everything is considered normal wear and tear to you guys so it doesnt have to be covered but theres no way that the seams are spreading apart, the springs are squeaking and the cushion material is already loose for quality furniture . 

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

  

  Business Response

  Date: 03/14/2025

  Dear BBB,
  
  Our office understands and appreciates our customers views.Unfortunately, the course of action they were presented with remains unchanged.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:03/04/2025

  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 ordered a table from Rooms to Go online website. The table arrived the evening of 2.20.25. I did not open the box until 2.24.25 Once I put the table together, I decided I wanted to return it as it was damaged on the top and bottom of one side of the table. I call the Rooms To Go local showroom to ask if I could bring the table to them. No, it must be dealt with their online customer service ***** I contacted them and they said I could not return the table as it's been longer than 48 hours since delivery. This is their window of time allocated to customers for recieving and deciding to keep the products ordered online. 48 hours! I emailed customer service online on ******* regarding damaged table. I asked that a different table be ordered for replacement. On 2.26.25 *********** ******* from Special *********** emailed me requesting pictures and a rundown of the events that took place so far. I responded on 2.26.25. I sent 3 pictures and a video of damaged table and requested that the replacement be a different table they had in stock. No response. I emailed him again on 3.3.25 asking for a followup. No response. I emailed him again on 3.4.25, no response but I received a package delivered to me door today instead. Rooms To Go shipped me another table (same model as original) and the package has a big hole punctured in box with tape on it. I have not unboxed table. I wanted a different replacement. I even offered to take the damaged table to the local Rooms to Go showroom for the exchange. NO response. I guess the response is, they ghosted me and sent me a replacement of the same table with a visibly damaged box. To get an amicable resolution to my complaint, I would like to return the damaged table, and the unopened table for a full refund.

  

  Business Response

  Date: 03/10/2025

  Dear BBB,
  
  This is in response to this claim.
  
  Our office has reviewed the customers account in its entirety. The order is a special order that is shipped directly from the manufacturer. We have reached out to the department liaison that handles the vendor direct orders and have been made aware they have contacted our customer leaving their direct contact information. They will address the concerns outlined in this complaint as soon as the customer reaches back out to them.
  
  We trust this claim has been answered.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:03/04/2025

  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.

  On 02-03-2025 I purchased a sofa at Rooms to Go that was not on the showroom floor, but there was a recliner with the same material (part of the same living room set), so I was told to sit on it, and that the sofa would feel the exact same, as it was the exact same material of the actual sofa. Once I received the sofa, it did not feel the same as the furniture I was told to sit on, and it is very cheaply made and uncomfortable. I was allowed to do an exchange, however, the sofa I chose will not be in stock until May 8, 2025. I was told that they will only pick up this sofa once the new one is in stock. Ive had this sofa for about a month, and the arm of the sofa (as well as the actual seat) has started to deflate for lack of a better word. Its very uncomfortable, and I have numerous disabilities (disabled veteran) and desperately need a comfortable sofa to sit on. I called customer care for the company (thats their process, you cant call the store you purchased the furniture at) and I tried to get this defective sofa picked up, and a refund for the sofa thats not going to be in stock until May 8, 2025, as I need a comfortable sofa as soon as possible, and didnt find anything else in the store that I liked, or is in my budget. I would like a refund, even if its slightly less than what I paid. The customer care agents were very disrespectful (I asked for a supervisor, and someone lied like they were in the corporate office, although it was almost 7pm when I called customer care) and they stated that I cant get a full or partial refund, and that Id just have to deal with this defective sofa until May 8, 2025. Id like for them to pick up this poorly crafted and defective sofa, refund me my money for a sofa thats not even in stock yet, so that I can move on with my life. If its not the full refund, Im willing to lose a fewbucks, because I need a new and comfortable sofa sooner than later. Thank you.

  

  Business Response

  Date: 03/06/2025

  Dear BBB,
  
  This is in response to this claim.
  
  Our office has been made aware the showroom management team has reached out to our customer and has provided options in order to resolve the complaint. The customer is to advise them of their decision.
  
  We trust this claim has been answered.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23017055
  
  I am rejecting this response because:
  
  A manager from the Rooms to Go in *********, ** called me the day after I filed the BBB complaint. He stated that he might be able to get the sofa that was originally set to be delivered in May 2025 delivered sooner, to replace the defective one that I currently have. He stated that he would call me the next day to let me know for sure, but he has not called at all since. Instead, I received a text stating that I had a delivery scheduled for 03-12-2025. So I called the store in *********, ** to confirm that the delivery would be for the back ordered sofa, and I was told that it would. So I used my personal Leave and took 3 hours off work today, and arrived home at the exact same time as the delivery drivers. However, the wrong sofa arrived, wrapped in a thin plastic wrap, that looked like Saran Wrap. I called the store back and informed them of the situation, and they stated that my back-ordered sofa was supposed to be delivered today, but the wrong sofa was put on the truck. I figured something was off, as all new furniture is delivered in a box, not Saran Wrap. A lady at the store said that she would call me back tomorrow with an update on when the redelivery would be. If its not redelivered within a week, I would like a refund and this defective sofa that I currently have to be picked up. 
  
  Sincerely,
  
  ******* ***

  

  Business Response

  Date: 03/18/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Our records reflect the delivery has been rescheduled with our customer for *******. The store has been asked to confirm this is the correct product the customer selected in order to finalize this matter for them.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23017055
  
  I am rejecting this response because:
  
  I work 9:30am-6pm, so I took 3 hours off work on 3-12-25 for my scheduled delivery, just for the wrong sofa to be delivered. I cant afford to keep using personal days off from my job for a mistake that I didnt make. So I asked if the correct sofa could be delivered first thing in the morning during the weekday, and they sent me a delivery text for Wednesday 3-19-25 between 11am-3pm, when Ill be working. No accommodation was made for me due to their error, so the soonest Saturday appointment was 3-29-25, although I wanted the correct sofa as soon as possible. I dont feel comfortable closing a case, when I still dont have my sofa, and there was no urgency on their part to correct their mistake sooner. 

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

• Initial Complaint

  Date:03/03/2025

  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 placed the order on 09/23/2024. I have spoken to numerous representatives and they always tell me that it can take 90 days for delivery. It is well past 90 days and I want my delivery.

  

  Business Response

  Date: 03/04/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  Our office has reviewed the customers account. Parts that are fulfilled by the vendors factory may take up to ****** days once manufactured. Please note this is an approximation. We have been informed by our parts office the vendors container has been received; therefore, orders are being shipped. The customer should receive their part this week.
  
  We trust this claim is settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:03/01/2025

  Type:Service or Repair 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.

  I purchased a sofa from Rooms to Go. The sofa was delivered and installed in my home by a third-party company. The sofa wedge seat would not connect to the loveseats. I went back to the store, and they replaced the wedge. Another third-party company came and installed the sofa however they informed me that the design of the sofa is a flaw and is defective. The hooks are angled in a manner that it unhooks the sofa. This is a design flaw in the sofa and replacing the sofa will not help. I went back to the store for a refund and the general manager of the store refused my refund request. They made me contact customer service and customer service will only replace the ********************. These attempts to repair the sofa have been made as soon as it was installed. I should be granted a refund request on the basis that the sofa had an inherent design flaw that is beyond my control and rather, I was sold a defective sofa thereby Rooms to Go selling me damaged goods. I have also refused arbitration by emailing Rooms to Go at *************************************** on the email, so I am preparing to go to court for a jury trial if the store refuses the BBB request.

  

  Business Response

  Date: 03/11/2025

  Dear BBB,
  
  This is in response to this claim.
  
  We have reviewed the customers account in its entirety. Our records reflect services were provided under the guidelines of the purchase contract in order to resolve the issues our customer outlined. An agreement has been reached and are in the process of addressing their concerns.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23007790
  
  I am rejecting this response because:
  although the sofa was exchanged. The original value was higher than the new sofa I had purchased and replaced. I demand to get a partial refund sent back to my original payment method on file. The new sofa I exchanged it for is lower than the original price of the sofa that I have paid.

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

  

  Business Response

  Date: 03/20/2025

  Dear BBB,
  
  This is in response to the latest inquiry.
  
  Our records reflect that the difference in price from their recent transaction is being processed back to their finance account. All funds take up to 21 business days to process and 1-2 billing cycles to show on their finance statement.
  
  We trust this claim is settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 03/22/2025

   
  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. Although it is a shame that the BBB had to step in before Rooms To Go would take action on their end. 
  
  Sincerely,
  
  ******* ****