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:02/26/2025

  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 purchased a mattress from Room to Go on 02/17/2025. I asked the salesperson if they would pick up the old mattress and he assured me that they would on that day. When the/ mattress was delivered I was told that they couldn't take the old mattress because it had a stain on it, I was not informed of this when I purchased the mattress if so, I wouldn't have purchased the mattress from them and if I would have new about this before the delivery person set up the new mattress, I would have refused the order. I think I should be credited to my bill for having to pay someone to come pick up the mattresses

  

  Business Response

  Date: 02/27/2025

  Dear BBB,
  
  This is in response to this claim.
  
  Our office has been made aware the leadership over the stores has been in communication with our customer and has addressed their concerns.
  
  We trust this claim has been answered.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:02/26/2025

  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 pur*****d a couch set with extended warranty. It's been a year, I'm barely home as I work out of state and notice the cushion is literally sinking and material of bottom of ***** is all wrinkled which is a factory defect because there is no way of anyone touching that part of couch. Warranty **** is telling me that this is not covered while the store where I pur***** the couch is telling me it is. The pamphlet I was provided says cushion foam, filling or stuffing is covered. Warranty **** is saying is now saying there's limitations and although I have a 3 year warranty, they will not cover it. This is misleading. I need resolution to this problem.

  

  Business Response

  Date: 02/27/2025

  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. Our customers expired in November 2023. They purchased the extended service plan powered by Fortegra. The terms of what is/is not covered are clearly outlined on the paperwork provided at the point of sale and also on their website. Unfortunately,the reported issues were not covered by said plan which is why their claim was denied.  
  Regrettably, we would be unable to offer any course of action due to the reasons stated herein. The customer is welcome to reach out to ******** should they wish to dispute the denial.

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

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22994022
  
  I am rejecting this response because:
  I called the store and was told that it was covered under the extended warranty. The store emailed me the pamphlet to show me where it says cushion fillable. There's no way that a couch barely used would have all these problems or is it that your furniture is very poorly made. I've never had problems like this with any other company. The pamphlet clearly says it's covered or it's very misleading to get people to buy the insurance.
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 03/04/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  We understand our customers views; however, please refer to the terms of the extended service contract under what is not covered (i) as well as (b) under the second section of that is not covered.
  
  As explained in our previous response, the 1year warranty we offer expired. The customer will need to discuss their claim denial with Fortegra.
  
  We trust this claim has been answered.
  
  Respectfully,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22994022
  
  I am rejecting this response because:  I will never buy from Rooms to Go again, it's obviously cheap furniture, this should had never happened in such a short period.  The pamphlet is misleading to upsell the warranty.  Like I said, I even called and was told it was absolutely covered. 
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:02/25/2025

  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 a dining set and a living room set at this location on nov, 29 2024 and told us it was going to be on back order until January 16, 2025. We look at the dining set because we liked, we didnt like the chairs but the sale *** show us other options, he show us chairs with more clothes ( upholstery) and we chose the ones that supposed to be white and I ask the sale *** if that was white because the lighting at the store can trick you on the real colors, and he assured us it was white, so we were hoping that everything will be all right and we waited until yesterday February 24 2025 for the delivery of the dining set and to our surprise the color was light beige, nothing to do with the color we saw at the store, we told the driver the table was damage and the color was different and the driver said he can not do anything about that and immediately we call the store and told us there was only one color and gave us the option of send a technician to fix the table, ***lace the table or return the set,at this point we thought it was a mistake and told her we will resolve it at the store, BIG MISTAKE. We went to the store the next day and the sale *** was not available so we ask to talk to the manager but who showed up was the assistant manager ******. We told her what had happened with the color of the chairs and she seemed to be in a bad mood but that was only my thought, she showed me the set at the store and told me if that was the set I saw and I told her no. She said in a very rude tone of voice that there was no other color on that set and that they didnt make a mistake, I told her the color was light beige and the invoice says color white but I couldnt convince her that I was tricked with the color because they assured me it was white. She said no returns and walked away I ask her name and we went to the office, she handed me a card and said have a nice day and she slammed the door on my face. SHE WAS VERY RUDE AND HAD NO MANNERS TO BE A MANAGER

  

  Business Response

  Date: 02/26/2025

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

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22991212
  
  I am rejecting this response because: 
  Company said they reached out to me by phone but that is a lie, there is not a miss call or a message on my phone, they sent me an email and I call them back and left a message but they never call me back. They are trying to make feel they care but I think they are just trying to look good,  I call one of the customer service girl and told her about the colors of the upholstery and she agreed with me about the color and she said on the invoice says there are 4 chairs brown  and 2 white, so the assistant manager lied to me saying it was only one color. If the invoice says white and brown then there is two colors and they are falsifying the advertisement.   I want my money back or I want all the chairs white.  I want what I paid for   a white upholstery dinner set .  About the assistant manager I know they are not going to do anything, she is just following orders and dont care if they hurt someones feelings .    I tried to upload invoice but I was not allowed, in the invoice says there are two colors.   
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 03/13/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Our office has reached out to our customer via email and have provided information and options in order to resolve this complaint. We are awaiting their response.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 22991212
  
  I am rejecting this response because:   There hasnt been any agreement between rooms to go and me they said they gave me information and options but that is not true, they are not willing to take the dining set back and they are not accepting that white means white like the invoice says.  I WANT MY MONEY BACK.  Also they havent mentioned nothing about the rudeness of the assistant manager, I feel this is a discrimination because I am not white but that is just my opinion and I really want to be wrong and hope rooms to go proves me wrong.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 03/18/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Our office has called and spoken to our customer in order to address their concerns. We offered to reselect the current dining table set if they did not wish to keep the current selection in the home. The customer has been provided with the guidelines of this offer. They advised they are considering the options.
  
  Respectfully,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 22991212
  
  I am rejecting this response because:

  We couldnt get an agreement on the complaint I want my money back.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 04/03/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Our office is looking into the request they made to us directly. We will follow up with them as soon as we have received the information.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 04/13/2025

   
  Complaint: 22991212
  
  I am rejecting this response because:   We havent had any agreements because I went to the store to see if we like another dining set to exchange it for another one as we agreed, but at the store told us we could only exchange the chairs not the whole dining set and that we needed to pay for delivery, so company manager is playing with us, she says one thing and store says another thing,  I think myself they are just playing with me and dont want to admit they errors, they are just using excuses to let time pass.      We try to negotiate something but they just give me excuses and we dont come to an agreement.  I WANT MY MONEY BACK
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 04/16/2025

  Dear BBB,
  
  This is in regards to the last reply.
  
  Our office spoke to our customer and provided the full details of the replacement offer back in March as well as provided this in write. Their account was full documented accordingly. Furthermore, the showroom was made aware of what our customer was advised. At this time, we have attempted to reach out to the customer and are awaiting a call back at their earliest convenience.  
  
  Respectfully,
  
  ******** *.
  Presidential Assistant
  

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 22991212
  
  I am rejecting this response because:once again I talked to ******* ***** manager of rooms to go and we couldnt get to an agreement, she said one thing and they told me store said another thing, she said everything is in writing but if that is the case then the store shouldve known too.   I told her I want my money back and she said if I want my money back I will loose the delivery service and the pick up fee which comes to a total of 460 dollars.     I dont think that is fair,  just because I wanted a white upholstery dining set like the contract says and they gave me a beige upholstery dining set.     Im going to be without dining set and loose 460 dollars??????      Im retired and my income is not much and they want me to loose my money??    I want my full refund
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:02/25/2025

  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.

  On 2/4/2025, I was at the physical location of Rooms To Go in ************, **************. After a very short interaction with the salesperson, ***** ********, I selected a sleeper loveseat along with an optional/upgraded mattress (memory foam instead of spring). I paid for the purchase in full using a credit card. The delivery date was set for February 19, 2025. At some point later Rooms To Go contacted my wife to let her know delivery was going to be delayed until 2/24/2025 which was fine with us.We had guests staying at our condo and they took delivery of the sleeper loveseat on 2/24/2025 as expected as well as the mattress which was in a plastic bag outside of the loveseat. At some point shortly after delivery, our guest noticed the mattress was water-logged. The guest called my wife to let her know and my wife immediately contacted Rooms To Go customer care. Through a chat conversation, my wife explained the situation and the representative told her the only thing they could do is wait until 3/6/2025 to pick up the water-logged mattress and deliver a new one, which we felt was an unacceptable resolution - keeping a water-logged mattress in a high rise condo with no exterior place to store it for a week and a half. Within about an hour of my wife's contact with Rooms To Go customer care, I called the salesperson, ***** ********, and explained the situation. ***** was going to speak to his manager and now we are 28 hours from the time I made that phone call and have heard nothing.The water-logged mattress is still sitting in my condo where I have guests staying as I type this complaint.Screenshots of the chat conversation between my wife and Rooms To Go customer care are attached.I would like this water-logged mattress to be removed from my condo immediately and replaced with one that is in new and dry condition.

  

  Business Response

  Date: 03/04/2025

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

  Customer Answer

  Date: 03/08/2025

   
  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:02/25/2025

  Type:Product 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 01/12/25, I was with a friend who was shopping for a new loveseat. On the way out, I asked the salesman if I could look at their mattresses because of some back pain I had been experiencing in the mornings. I thought maybe a new mattress might solve that issue. The salesman suggested a Tempur-Pedic mattress. After considering the purchase, the salesman, ***** ***** assured me that if the mattress didn't work out for me that I could either return the mattress for a different one OR I could use the purchase price as store credit for any purchase in the store. He further emphasized the point by stating that I could not get a cash refund but that I would have to spend the money "in-store", minus a $168 return fee. That was the deciding factor in my decision to make the purchase. After several weeks of trying out the mattress, on 12/11/25, I returned to the store to inquire as to what procedure I would need to do in order to return the mattress and make a different store purchase. I was planning on purchasing their Sound Tech "Shaq" love-seat or couch but was told by the same salesman that I could only return it for another mattress, nothing else. I asked to speak to his manager, ******* ****, who parroted what his salesman stated. He went on to make the excuse that if I were to return the mattress, he would be stuck with a mattress that he couldn't sell. How is that scenario any different, whether I return the mattress for another one or for another in-store purchase which is what I was initially assured I could do? Either way they will have a used mattress that can't be resold as new. I know there are several mattress companies that will give a full refund on a mattress return. I believe Tempur-Pedic direct sales has a full refund policy within 90 days. I emailed the CEO, ******* ****** twice with my complaint and never got a reply. I am not asking for or expecting a refund. I merely want the terms which were assured to me by the salesman to be honored. Period!

  

  Business Response

  Date: 02/27/2025

  Dear BBB,
  
  This is in response to this claim.
  
  Our office has attempted reaching out to our customer in order to discuss their concerns. We have left our contact information and are currently awaiting for them to reach back out.
  
  Thank you for your time.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22988148
  
  I am rejecting this response because it was basically "read the fine print" ...and ignore what our salesmen said! The respondent, ******** *****, from *** kept apologizing for the "misunderstanding". It wasn't a misunderstanding. I was lied to by their employee. I have a witness to what their salesman said that is available if you care to read out to her. Her name is ***** ******* and her email is *************************. 

  The issue is the fact that your Rooms To Go salesman lied to me verbally about the return terms, which prompted me to make the mattress purchase. An honorable company would go beyond their read the fine print response!  To reiterate  ...how is there any difference in your loss whether I return the mattress I purchase and exchange it for another mattress OR use store credit to spend the purchase money on living room furniture??? They would still end up with a mattress that they cant sell, either way! It appears they don't care much about customer satisfaction. I wasn't asking for my money back ...merely for them to honor what their salesman told me my options were. Nothing more! Nothing less! 
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 03/04/2025

  Dear BBB,
  
  Our office understands and appreciates our customers views.Unfortunately, our position as expressed to them remains unchanged.
  
  Respectfully,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:02/25/2025

  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.

  In August of 2024 I purchased, a bedroom, living room, kitchen, and kids bed set from RTG. The sales *** explained to me and my husband if we have kids or pets. And they mess up the furniture with stains, spills, tears, or electrical damage the furniture insurance would cover it. He also stated the fee was an extra $50.00 or so. Now I filed a claim to ***lace the cord to my couch through their insurance company EXTEND and they have denied my claim due to pet/animal damage. I read the policy as well. Even IF the cords were damaged due do regular wear and tear! It wouldnt be covered. There is literally no other reason this insurance would ***lace the cords for this couch unless. There was an actual manufacturer failure. Which is unreasonable and unrealistic to even minimize the policy to not cover a real life mishap. Not only that, to even sell this coverage to customers and not fully disclose these many disclaimers is 100% bad faith. Also, had I known there was a separate charge for EACH piece, even for the sectional. I would have NEVER purchased this policy! We were told we purchased the extra coverage for the couch. Not the tables, and dining chairs. As we didnt need it. We only wanted coverage for the couch as we knew this was an electrical item that would need a ***lacement one way or the other. However I see we paid over $450 for insurance for pieces that we didnt even need or want. Majority of the furniture we purchased can be wiped off and cleaned with out any issues. The couch, it is cloth, light colored, and electrical which is why we wanted coverage for this particular item. Now that we need ***lacement cords for the couch the claim was denied because it didnt meet the guidelines. The policy itself wouldnt cover ANYTHING that would actually happen! There isnt 1 reason I could have provided that the policy would even cover unless is was a mechanical failure due to the manufacture piece malfunctioning on its own. 100% BS and mis***resentation.

  

  Business Response

  Date: 03/07/2025

  Dear BBB,
  
  We are in receipt of this complaint.
  
  In regards to our customers inquiries, please allow us the opportunity to review and research their account in its entirety. A follow up will be done with the customer once the matter is concluded.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:02/25/2025

  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 bedroom set on 2/16/25. I had my deliver this morning 2/25/25. The bed was delivered with missing pieces and could not be assembled. They left my mattress on the floor. The dresser was delivered with heavy damage and cannot be used, the drawers will not open or close. I called customer service and was met with hostility and was escalated to a supervisor. I spoke with **** ******* and he said he could get a replacement for tomorrow 2/26/25. I explained that they took my old bed and I would need something resolved today. He said that he would make a call to someone else and call me back. He then called me back and said that they wouldn't deliver until 03/05/25. Now I need to wait over a week without a bed. I paid over $4000 and have had nothing but troubles with my first order with this company. I am requesting a billing adjustment for our inconvenience for being without a bed or dresser for over a week.

  

  Business Response

  Date: 02/25/2025

  Dear BBB,
  
  We are in receipt of this claim.
  
  Our company has been in communication with the customer and have addressed their concerns. Options have been presented in order to resolve the situation.
  
  We trust this claim is settled.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22987473
  
  I am rejecting this response because: I am still sleeping on the floor. I do not have a bed to sleep on. I was told yesterday over the phone that I would get a replacement delivered today 02/26/2025 but they called me back yesterday afternoon and told me that they could not deliver the replacement bed until 03/05/2025. They basically put me at the end of the delivery schedule. I feel like I should have been made a priority because they put me in this predicament. If they would have told me that they didn't have all the parts before delivering the bed, then I would have had it all delivered at a later date and not been in this situation. So, until I get a bed delivered, this case is unresolved. Rooms to Go has not made the effort to resolve this issue in a timely manner.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 02/28/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Please express our apologies to our customer for any inconvenience experienced regarding their delivery.
  
  Our office understands our customers situation. Unfortunately,the size of the product made it impossible to add them onto already booked trucks for an earlier attempt at replacement. We try to avoid damaging or lessen the risk of damaging items in managing how much product can be safely allocated for each delivery date. Regrettably, no sooner option was able to be presented.
  
  We trust this claim has been answered.
  
  Respectfully,
  
  
  ******** *.
  Presidential Assistant
  

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 22987473
  
  I am rejecting this response because: The missing bed pieces were delivered yesterday, and the bed was assembled. The bed support was placed on top of an electrical cord going to the nightstand light. I had to move the bed to prevent damage to the wiring. When moving the bed, I noticed that the boards under the mattress were not placed evenly and there are large gaps. It looks like there should be 6 boards for support but only 5 are in place. I could not find instructions online to verify whether there should be 5 or 6 boards. I uploaded a picture of the bed frame to show this. I also want to report that the dresser was exchanged but the new dresser has large deep scratches on the front. I have uploaded 3 pictures of the dresser that show the scratches.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 03/11/2025

  Dear BBB,
  
  This is in response to this rebuttal.
  
  Our office has been made aware that a resolution has been agreed upon with our customer in order to address the matters brought forth.
  
  Thank you for your time.
  
  
  ******** *.
  Presidential Assistant

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 22987473
  
  I am rejecting this response because: This issue is still not resolved. I am stuck waiting for another delivery. I believe that there have not been enough efforts towards customer satisfaction. I am still paying full price even though I have had all these issues. There have not been any reasonable attempts to reconcile through this BBB claim, only excuses. I was offered a refund on the delivery fee through a customer support phone call on 02/25/25, but I never got that refund. I believe that I am justified by asking for this refund plus some due to the number of issues that I have had and continue to have. Now I will need to miss more time at work.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:02/24/2025

  Type:Product 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 a bedroom set from Rooms to Go on 11/29/24. It was delivered and assembled by their people a few weeks later. The first issue is that every handle on the dresser and night tables are missing screws. There's 14 total missing. The white glove delivery people were in a rush, so they only installed half of the screws for the handles. I notified *** about this and they said it would take four months for them to get the screws back in stock. I'm still waiting. One of the handles on the dresser is misaligned and there's a sharp piece of plastic sticking up from inside one of the drawers. I've attached pictures showing that problem. But my main issue is one of the night tables has a chip. I emailed *** about this and they never got back to me. All these issues are somewhat minor. I actually like the furniture. I just want these things corrected and if they can't correct them. I would like a billing adjustment/partial refund. I prefer a partial refund just so I don't have to deal with *** anymore.

  

  Business Response

  Date: 02/28/2025

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

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22981434
  
  I am rejecting this response because:

  I'd like to keep this case open for at least another week as I'm still in the process of working it out with Rooms To Go. They are offering me a discount for the damage and other issues, but are saying if I accept it, it voids my warranty. So I'm not happy about that and still trying to decide on what to do next.
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 03/13/2025

  Dear BBB,
  
  This is in regards to the latest reply.
  
  Our office has reached out to our customer and provided further information.
  
  We trust this claim has been answered.
  
  Sincerely,
  
  
  ******** *.
  Presidential Assistant
  

• Initial Complaint

  Date:02/23/2025

  Type:Product 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 was unaware that this item was provided by a vendor and was not stated by my salesperson, who also charged me for assembly. Had I known, I would not have placed the order through ***. The merchandise was returned via *** to vendor, *** (***) Home Collection, with my tracking information confirming receipt. However, continue to charge me for this item, which is considered fraudulent since my credit card was blocked. This item was returned on February 13, 2025, still charged me on February 18. Please credit or refund or my RTG credit to the account by ************** .

  

  Business Response

  Date: 02/24/2025

  Dear BBB,
  
  This is in response to this claim.
  
  The customers order has been reviewed in its entirety. The product, as advertised in the showroom and online, is a vendor direct order. No delivery fee was charged for this product as it is customer assembly required. Please note that the finance company the customer used to purchase their ******************** charged the product as the product was left in the home. We show the product was returned back to the vendor for a refund. All refunds take up to 21 business days to process and 1-2 billing cycles to show on the finance statement.
  
  We trust this claim has been answered.
  
  Thank you,
  
  
  ******** *.
  Presidential Assistant

• Initial Complaint

  Date:02/22/2025

  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 in response to your recent correspondence regarding our warranty claim (Claim #*******) for the pool loungers purchased under the **************** Contract through 4Warranty Corporation. Your letter indicated that the damage to the cushions is classified as "normal wear and tear." However, I respectfully disagree and request a re-evaluation of our claim based on the terms outlined in the Service Contract.The pool loungers in question have never been usedno one has ever sat in themand have been consistently protected with covers since delivery. Despite these precautions, the cushions have deteriorated. According to the Service Contract:Coverage for Accidental Damage from Handling is effective upon the date of delivery and includes "accidental stains to fabric" and "accidental punctures, cuts or rips to wicker, fabric, leather or vinyl caused by a single incident" (Section 2: WHAT IS COVERED).The contract explicitly excludes "normal wear and tear" (Section 2: WHAT IS NOT COVERED, (a)), but since the loungers have not been subjected to any use, this exclusion cannot reasonably apply.Given these facts, the deterioration of the cushions cannot be attributed to normal wear and tear, as there has been no wear or tear from usage. Instead, the damage must fall under a covered category, such as accidental damage from handling or a manufacturer defect. For products designed for outdoor use, the contract specifies additional exclusions, such as damage from power washing, exposure to salt water, pollen, tree sap, lotions, or wicker fraying not caused by a single incident However, none of these conditions apply here, as the loungers have been protected and unused.I kindly request that you re-evaluate our claim in light of these points and honor the warranty coverage as outlined in the Service Contract. I value Rooms To Gos commitment to quality and customer service and hope we can resolve this matter amicably without further escalation.

  

  Business Response

  Date: 02/24/2025

  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 as of 2023. Our customer purchased the extended service contract powered by *********Since date of delivery, we show no record of any issues reported until this claim.
  Therefore, any service approval/consideration would be under the purview of the current service contract. The customer will need to contact ******** directly in order to discuss their claim denial.

  Thank you,

  
  ******** *.
  Presidential Assistant