Complaints
This profile includes complaints for Rooms To Go's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,513 total complaints in the last 3 years.
- 293 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:05/12/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: 23320956
I am rejecting this response because:
Sincerely,
****** *****The repair was done within the first year and it has been relayed to my wife and i from the repai tech that this has been an issue with these tables and you say the repair was done as a good no it was not and i paid all this money for crappy furniture i will bring this to the media.
Business Response
Date: 05/13/2025
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 their purchase receipt. This has now expired as of February 2025.
We have reviewed the account and documentation provided and those from each service in its entirety.Our records reflect the issues previously reported were evaluated by a service agent; however, the issues were not deemed to be vendor related. Repair was done as a gesture of goodwill. We show the last service reported the same kind of damage. Regrettably, consequential damage is not covered under the warranty terms as outlined on the purchase invoice nor under the guidelines of the extended service contract powered by Guardian.Thank you,
******** *.
Presidential AssistantBusiness Response
Date: 05/19/2025
Dear BBB,
We are in receipt of the latest reply.
Our office understands the views expressed by our customer.Unfortunately, the position previously outlined remains unchanged.
Sincerely,
******** *.
Presidential AssistantInitial Complaint
Date:05/11/2025
Type: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.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and am working with **** at the store in hopes of getting this situation resolved. I will update when a resolution is made. The agreement for now is to return to the store and pick out another bed & nightstand with no additional cost to me.
cost which I agreed to come in on Thursday 8 May he said he would be there until 6pm, however when we arrived at 5pm we were told he was at lunch for an hour and we did not see him. **** original salesman came over and advised we just get a full refund and call it a day & stated there would also be no compensation for wasting our time through this entire exhausting and ridiculous ordeal. This is unacceptable and I want the corporate office to be aware and make this right as we have had to waste a total of 5 days to try to resolve and the store has failed to even attempt to contact me again although I specifically told **** to have ****** or **** (also a manager) to contact me after he returns from lunch; sad to date - 3 days later since leaving the store very upset from having our time wasted so many times, and no one has contacted us and even attempted to correct this issue.
Sincerely,
******** ******Business Response
Date: 05/13/2025
Dear BBB,
We are in receipt of our customers claim.
In regards to their situation, please allow us the opportunity to review and research their account in its entirety. A follow up will be done with the customer once matter(s) are concluded.
Sincerely,
******** *.
Presidential AssistantInitial Complaint
Date:05/08/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: 23304432
I am rejecting this response because:
Sincerely,
****** *****Business Response
Date: 05/09/2025
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 their purchase receipt.
Actions have been taken in order to evaluate the issues the customer reported. Unfortunately, consequential damage is not covered under the terms of the warranty nor under the terms of the extended service contract our customer purchased.Our office has spoken to the customer and have addressed their concerns. Although we would be unable to comply with their request, we presented a course of action as a gesture of good will. The customer refused our offer.
Regrettably, we would be unable to consider or pursue any other action due to the reasons explained above.Thank you,
******** *.
Presidential AssistantInitial Complaint
Date:05/08/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased a living room set and they have been out 4 times to correct issues. 1st time the wrong set was delivered. 2nd time a defective ***lacement was delivered. 3rd time a service *** came out and could not fix the issue. 4th time a defective ***lacement was delivered again with missing pillows. Now they are trying to redeliver again and Ive already lost 4 days of work, this will be 5 and I make 90$ an hr so Ive lost a large amount of money already. At this point they should have me speaking with management discussing some type of compensation.Business Response
Date: 05/09/2025
Dear BBB,
We are in receipt of this claim.
In regards to our customers situation, please allow us the opportunity to review and research their account in its entirety. A follow up will done with the customer once matter(s) are concluded.
Sincerely,
******** *.
Presidential AssistantInitial Complaint
Date:05/07/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: 23299637
I am rejecting this response because:I do not feel it adequately addresses the inconvenience and poor service I have experienced. I was promised a Friday delivery, which has now been delayed to Saturday. This is unacceptable, especially considering that the original delivery on May 7 involved a defective item that could not be assembled. Or an untrained driver that did not posses the product knowledge in order to assemble the table.
To accommodate Rooms To Gos repeated delays, I have had to change my flight twicesomething that has caused me unnecessary stress and financial impact. At this point, I believe I am entitled to a full refund of the delivery fee, not just a partial one.
This situation has gone on far too long and has disrupted my schedule significantly. I expect this to be resolved fairly and promptly.
Sincerely,
Emerald *****Business Response
Date: 05/08/2025
Dear BBB,
This is in response to this claim.
Our records reflect all appropriate actions have been taken on the customers account and that their concerns are in the process of being addressed to include a replacement delivery set for this week. We have also been made aware our online store has made the price adjustment according to company guidelines. As far as accommodation, the customer was advised it would be submitted once the pending delivery is finalized.
We trust this claim has been answered.
Thank you,
******** *.
Presidential AssistantBusiness Response
Date: 05/13/2025
Dear BBB,
This is in regards to the latest reply.
Although we understand our customers views, redelivery was rescheduled outside of the normal calendar route in order to accommodate the soonest delivery for our customer. Please note that multiple delivery days are made available in their area; therefore, we would have been happy to reschedule the delivery after the customers return to the home and/or to a date with less of a time constraint for the customer.
Regrettably, we would be unable to present any further monetary accommodations than what has already been presented.
Respectfully,
******** *.
Presidential AssistantInitial Complaint
Date:05/06/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: 23296269
I am rejecting this response because: I have not received any response from them.
Sincerely,
******* *****o not owe $1,169 for a missing furniture piece. And now they are threatening to send me to collections. I will happily take this to court and fight this. This is an error on rooms to gos delivery team and unwillingly to exchange back my pieces if they really believe I owe $1,169.Business Response
Date: 05/08/2025
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 their purchase receipt. This expired in June 2023. They purchased the extended service contract powered by ********;however, opted to only keep it on the sofa and loveseat and canceled the coverage on the wedge in 2023.
We have reviewed the account and delivery records in its entirety. In 2024, ******** approved a service claim for stains on their sofa. A resolution for replacement was agreed upon with our customer for the ******* sectional. Regrettably, we show no evidence that supports their wedge piece was surrendered to Rooms To Go. Since, the customer received credit for that piece at time of pickup, the customer is being charged correctly for the balance still due.Thank you,
******** *.
Presidential AssistantBusiness Response
Date: 05/15/2025
Dear BBB,
This is in regards to the latest reply.
We believe this claim was already answered. Please see our reply from 5.08.25.
Thank you,
******** *.
Presidential AssistantInitial Complaint
Date:05/06/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: 23292630
I am rejecting this response because: (1) No options were listed in your response to me. and (2) RTG basically wants me to fix something that does not appear to me to be fixable.I have 2 end tables. One end table allows the bottom shelf or slate to come out and be replaced. The other end table will not allow me to remove the slate (bottom shelf) of the table. My guess is that it's jammed or will not come out due to the fact it's broken. As I explained previously, the delivery driver showed me the problem and stated he had tried to remove the slate (bottom shelf of the table ) and he could not do so.
Also: While it should not be necessary, I purchased the protection plan and if YOU WILL NOT REPAIR THE BRAND NEW TABLE, then fix it under the protection plan. THIS IS UNBELIEVABLE!!!
Sincerely,
******* ******Business Response
Date: 05/06/2025
Dear BBB,
This is in response to this claim.
We have reviewed the account in its entirety. Our records reflect the concerns brought forth were addressed and different options to resolve were presented to the customer. Unfortunately, the options were rejected.We are unable to present any other course of action.
Thank you,
******** *.
Presidential AssistantBusiness Response
Date: 05/12/2025
Dear BBB,
This is in regards to the latest reply.
Our office has reached out to our customer and provided the offers they were previously presented with.
We trust this claim has been answered.
Sincerely,
******** *.
Presidential AssistantCustomer Answer
Date: 05/12/2025
Complaint: 23292630
I am rejecting this response because:
No Mam, that is not what occurred. Sounds good though, too bad the *** and the Manager never bothered to get that far.
Yes, the first ****** that I spoke with suggested that the slate or panel that is broken could be replaced.....but as I explained to her, that panel is not loose, it is broken and jammed into the lower part of the table and it cannot be removed. (Now if someone breaks it further, I am sure that it will come out based on the material I am looking at, but I do not believe the new panel will be able to slip into place ...THE LOWER PART OF THE ***** IS DAMAGED.)
What the woman said to me, is that there were no other tables available and that I did not need a new table anyway! Then she said: Well, I GUESS we can place an order for a new panel (piece of slate) and then when we get it we can ship it to you, and you can put it in! THAT IS WHAT SHE OFFERED! I said: No, that will not be acceptable because the current panel is jammed into the lower space and it will not come out. ( I also stated that the head of my delivery team told me the minute he put the table in place, that the shelf was damaged and that he could not remove it. He also stated that while the company should call me on the damage, I can call in as well. THE COMPANY NEVER BOTHERED TO CALL ME.)
The woman insisted that was all she could do, so I asked her why one of the end tables (still in the showroom) could not be substituted for my damaged table. She said: No, we don't do that. She never bothered to say the company was sorry that the table was shipped to me, damaged ----which is the first thing a *** should say.
I asked to speak to her manager and she said ok: and when she came back on the line to transfer me she said: Ok, now I will transfer you to my manager and he will tell you the same thing. REALLY???? Unbelievably rude! And she was right...... he never said: I am sorry about the damaged table either, and he simply repeated what the woman said.
AND: THIS NEXT OFFER NEVER HAPPENED:
"Therefore, you were offered the option to reselect to a different set equal in value or keep what you have for a discount. These too were rejected." NO!!!! They never offered to do that!
If the just above offer had been made I would have said : Fine I will accept a discount for the damaged table! Not only are these **************** people in need updated training on how to handle a damage issue, they were lying to you when they said they made the last offer to me.
I will await your offer on the damaged furniture..............Unfortunately, I am a previous **************** Training and Quality Executive..............This is the second time I have received POOR customer service from your *** team. Bear that in mind when you make the offer regarding the discount for the table.
Sincerely,
******* ******Business Response
Date: 05/16/2025
Dear BBB,
This is in regards to the latest reply.
Our office has reached out to our customer and provided the requested information.
We trust this claim has been answered.
Sincerely,
******** *.
Presidential AssistantInitial Complaint
Date:05/06/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Transaction Information: Order Number: ********I Date of Purchase: 12/03/2024. Item Name: ***** Beige 5 ************* Reclining Sectional The rightmost sectional piece of the sofa (when facing it) has developed a structural defect, causing the rightmost side to sit lower than the left. This uneven sloping makes the couch unstable and uncomfortable to use. Additionally, the frame emits loud creaking noises when bearing weight, suggesting internal damage. These issues arose within approximately two months of delivery. Multiple attempts to resolve the issue through Rooms To Go **************** (RTG CS) under the limited product warranty were unsuccessful. I had repair technician appointment with ***** ****** scheduled for 04/11/25, however, the technician failed to appear on the agreed-upon date without providing prior notice. The appointment was rescheduled, and on 04/25/2025 ***** arrived to inspect the couch. The technician was unable to fix the issue, and claimed that he would escalate it to RTG CS for possible replacement and advised that I should expect a call from RTG CS by 05/02/2025. After ****** failed to reach out to me by the said date, I entered a chat with Jaqs from *** online CS to inquire about the status of the claim, and the online agent told me that the service report was falsely marked as repaired. Rooms To Go has violated the terms of its limited product warranty by failing to honor the repair or replacement of a structurally defective sectional sofa within a reasonable timeframe. The relief I am seeking is the replacement of the defective rightmost sectional piece of the sofa, as the damage falls within the scope of Rooms To Gos limited product warranty and has not been resolved through prior service attempts. Since the defect significantly affects the stability, usability, and structural integrity of the furniture a replacement of the faulty section is the appropriate and fair remedy.Business Response
Date: 05/06/2025
Dear BBB,
We are in receipt of this complaint.
A resolution has been agreed upon with our customer and have addressed their concerns.
We trust this claim is settled.
Sincerely,
******** *.
Presidential Assistant
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