Business Profile

Furniture Stores

Rooms To Go

Headquarters

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

1,554 total complaints in the last 3 years.
426 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:11/02/2025
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.
SE40823908 Went thru several replacement on the bench chair. They all arrived with some damages. Gave up on replacement order and kept one with faded paint at corners. I was told I will be receiving a 50$ Gift Card with warranty void by ***** ****** ************************************* Two months after with multiple emails sent, and still not getting it. Please check your process. I would also ask for full refund of the bench chair if possible.
Business Response
Date: 11/05/2025
Dear BBB,

This is in response to this claim.

The account reflects a resolution was agreed upon with a merchandise credit to keep the bench as-is. We apologize for any misunderstanding; however,a physical certificate is not sent out for this. The credit is posted onto the account when the signed agreement is received back. It is ready for the customer to use at any of our ************************ or through our online store. No additional monies would be considered.

Thank you,

******** *.
Presidential Assistant
Customer Answer
Date: 11/06/2025

Complaint: 24096829

I am rejecting this response because:

Here is the last email I received from ***** ****** @ Oct 14:
I apologize for the delay. The certificate should be provessed within 7-10 business days.

If you have any further questions or concerns please reach out to ************* @**************

Upon this point, I still have not gotten anything in email regarding on discount or certification.

Sincerely,
Haocong Xue
Business Response
Date: 11/07/2025
Dear BBB,

We are in receipt of the latest reply.

Please review our previous response dated 11.05.25. We have advised the merchandise credit was processed and ready to use at any time customer wishes to do so. Also, please note, it is not a refund nor is it a physical certificate that is mailed out.

We trust this has clarified the response.

Thank you,

******** *.
Presidential Assistant
Customer Answer
Date: 11/11/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Haocong Xue
Initial Complaint
Date:10/31/2025
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.
There is a manufacturers defect on the top of a table I purchased for over $1000.00 I also bought the extended warranty and no help there. I also sent in pictures to show the damaged area and they stated discoloration was not covered.
Business Response
Date: 11/05/2025
Dear BBB,

We are in receipt of this claim.

Rooms To Go offers a 1-year warranty against manufacturersdefects as stated in the terms of sale located on the purchase receipt. This expired as of September 2025. An extended service plan powered by ******** was purchased for the items on their order. Please note the guidelines of what is/is not covered is clearly outlined on the paperwork provided at the point of sale and on the website referenced on the purchase invoice.
We have reviewed the account in its entirety. Since date of delivery, we show no record of any issues reported with their dining table until now. Furthermore, our records show the dining table was not delivered in this condition. ******** will only review applicable damages as listed on the terms of their contract reported within 30 days of occurrence. Unfortunately,consequential damage is not covered. We would be unable to offer any options given there is no active warranty on the furniture as stated above. The customer is welcome to discuss the denial with Guardian directly should they wish to dispute their decision.
Thank you,

******** *.
Presidential Assistant
Customer Answer
Date: 11/05/2025

Complaint: 24091617

I am rejecting this response because:
This is clearly a manufacturers defect because there are no other areas in table like this. I contacted *** to get a copy of warrant (to no avail) and I also contacted Guardian to appeal their decision and also requested a call back (to no avail). I paid over $1000 for this table and RTG should take care of the piece of junk they sold me. It was out of warranty by less than a month. Dont you have some sort of obligation to take care of your product? Obviously not. Rest assured I will never buy anything from *** again. You do not care about your loyal customers. Unacceptable!!!!
Sincerely,

****** **********
Business Response
Date: 11/12/2025
Dear BBB,

Our office understands our customers views. Please note that the terms and conditions of the sale can be located on their purchase contract provided at point of sale or on our website. The guidelines outlining Guardians contract can be located on their website. Unfortunately, our position as previously expressed remains unchanged.

Respectfully,

******** *.
Presidential Assistant
Initial Complaint
Date:10/30/2025
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 am writing to formally request a refund for my mattress purchase. The mattress has caused severe discomfort and pain, and the quality does not align with what was represented at the time of sale.I understand your store policy regarding the sleep trial, but I believe I was misled about the exchange process and size limitations. I was told this would be an exchange period, not a costly re-purchase with upcharges and redelivery fees. The product is unfit for use, and this situation has significantly impacted my health and daily life.I was on a budget to have to pay upwards of 1600 dollars when I paid 900 dollars. Thats including an exchange fee, redelivery fee, this is a multimillion dollar company the least they could offer is to pay the delivery fee and the exchange is free 200 dollars to switch it out. The bed has almost caused me to have a pinch nerves my back pain was created as a result of their defective item.I am requesting a full refund for the mattress and will no longer be continuing with Rooms To Go. Please confirm next steps for the refund and mattress pickup.
Business Response
Date: 11/03/2025
Dear BBB,

We are in receipt of this complaint.

Our company has been in communication with our customer. A resolution has been agreed upon and we are in the process of addressing their concerns.

We trust this claim is settled.

Sincerely,

******** *.
Presidential Assistant
Customer Answer
Date: 11/04/2025

Complaint: 24085869

I am rejecting this response because:
I am still being told that I would have to pay for a better matress which is now more money than I would have to spend. I have had horrible sleep and got sick as a result of this situation, I sshould be financially compensated past a delivery fee. I will have to decline this and will only accept a mattress that is a better quality with no upcharge fee. I will have to warn other consumers not to patronize a buisness that does not have any money back guarntee nor do they cover any back pain that I am suffering from as a result.
Sincerely,

******* ******
Business Response
Date: 11/06/2025
Dear BBB,

We are in receipt of the latest reply.

Rooms To Go offers a 1-year warranty against manufacturers defects. The manufacturer offers a longer limited warranty we will honor. Neither warranty covers preference or comfort issues; however, as stated under the terms of the contract the customer agreed to, we offer a ****** sleep trial program for mattresses. The guidelines for this program are referenced on their purchase invoice as well as outlined under our website.

With respect to their situation, the customer chose the current bedding in the home for their purchase. Because they were not satisfied with their mattress, a reselection was offered in accordance with the sleep trial terms to be completed within 30 days from when it was presented. As clearly stated, customers are responsible for the difference in price plus fees as outlined on said contract for the new selection. As a gesture of goodwill,the delivery charge was waived and our customer was advised that no other monetary considerations would be possible should they select a more expensive option.

Respectfully,

******** *.
Presidential Assistant
Customer Answer
Date: 11/06/2025

Complaint: 24085869

I am rejecting this response because:
I must clarify several important details about my situation.

When I initially contacted Rooms To Go about dissatisfaction with my mattress, I did so well within the 90-day trial period. At that time, I clearly stated that I wanted a refund. The representative I spoke with told me to wait because the 90 days were not up yet, and that I should continue trying the mattress for a while longer. In fact, they said I could only expresss dissatisfaction after the 90 days which tells me they are deceptive and do this as a way to keep customers money and trapped by their policy. I followed that advice in good faith, assuming it was part of the companys process.

Unfortunately, when I followed up later, I was informed that the 90-day period had expired and that my options were now limited. This placed me in an impossible situation I did everything correctly on my end and relied on information provided directly by a Rooms To Go employee.

I am now requesting that Rooms To Go honor the 90-day sleep trial policy based on the fact that I reached out during the valid timeframe and was told to wait by a company representative. I am also requesting a no-cost exchange or refund as a fair resolution.

This situation has caused me both physical discomfort and financial hardship, as I am now left with a mattress that I cannot comfortably use despite following all instructions. I respectfully ask that Rooms To Go take responsibility for the misinformation provided by their staff and make this right.

Thank you for your attention to this matter, and I look forward to your timely resolution.

Sincerely,

******* ******
Initial Complaint
Date:10/27/2025
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 have had numerous issues with the bedroom set that I purchased about 4 years ago.. night stands developed weird discoloration the lights stopped working and the bed frame was falling apart. Not to mention that i had to rebuild the bed frame so it wouldn't fall apart by putting extra supports! The draw handles broke a couple of times and good thing that I was still under warranty Warranty help took forever and ate up most of the time. Here it happens again tje pulls for one of the drawers just broke off..no way to put it back need a whole new set of handles!!. From my last experience they will not help timely but over months IF they do!
Business Response
Date: 10/28/2025
Dear BBB,

This is in response to this claim.

Our office has reached out to our customer addressing the concerns outlined in said complaint.
Thank you,
Melissa

Customer Answer
Date: 10/29/2025

Complaint: 24072186

I am rejecting this response because: they are not even making a slight effort in resolving the issue. They can at least offer other handles for the drawers or $ to buy them myself. But offered neither

Sincerely,

***** ******
Business Response
Date: 11/03/2025
Dear BBB,

This is in regards to the latest reply.

Although we sympathize with our customers situation, please note that the ***** warranty Rooms To Go offers for manufacturers defects in workmanship expired in 2022. We have fulfilled our contractual obligations. The extended service contract the customer purchased also expired as of 2024.
The manufacturer discontinued the set making parts not available.Our company has advised them of this as well as explaining we would be unable to offer any form of accommodation or replacement parts.

Thank you,

******** *.
Presidential Assistant
Initial Complaint
Date:10/27/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to formally express my dissatisfaction with the handling of my warranty claim for a 7-piece bedroom set purchased in 2022, covered under an extended warranty through *********Since 2024, I have reported recurring issues with the bed frame (loose components and excessive squeaking) and a broken drawer rail on the dresser. Despite multiple technician visits including the most recent on October 18, 2025 I have received no documentation or clear explanation of findings. I was also given conflicting information between Rooms To Go and ******** regarding the need for repeated evaluations and the status of my warranty coverage.Most recently, I was informed that my claim has been denied, again without any written justification. I am now caught in a cycle of deflection between both parties, with no resolution or accountability.I have requested a formal written explanation of the claim denial again this has not been forthcoming. Therefore, I am requesting a written explanation of the claim denial from the findings of the evaluations and a fair resolution ideally a replacement or reselection of the defective items in accordance with the warranty terms.
Business Response
Date: 10/30/2025
Dear BBB,

We are in receipt of this claim.

Rooms To Go offers a 1-year warranty against manufacturersdefects as stated on the terms of sale located on the purchase receipt. This expired as of 2023. An extended service plan powered by ******** was purchased for the items on their order. Please note the guidelines of what is/is not covered is clearly outlined on the paperwork provided at the point of sale and on the website referenced on the purchase invoice.
******** authorized service on the dresser and the bed in September. A drawer was approved for replacement and ordered for the customer. Following a 2nd evaluation, no other vendor related defects were found with the bed. Noise is not covered under Fortegras guidelines as stated on the terms of the contract. In view of this, they denied the claim for any other course of action.
Regrettably, we would be unable to offer any options given there is no active warranty on the furniture as stated above.
Thank you,

******** *.
Presidential Assistant
Initial Complaint
Date:10/24/2025
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.
After watching the Shaq commercial highlighting comfort and great features, I purchased a Shaq reclineralong with a second one at half price. While the ad claimed it was the most comfortable chair ever, my experience has been disappointing. When I sit down, I can feel the springs in the seat, which undermines the comfort promised.Additionally, the Bluetooth sound feature is problematic. It doesnt sync properly with my soundbar, resulting in audio playing from two different sources at once. This creates a distracting and unpleasant listening experience.Overall, I feel the commercial was misleading and exaggerated the products quality to drive sales.
Business Response
Date: 10/28/2025
Dear BBB,

This is in response to this claim.

Our office has reached out to our customer addressing the concerns outlined in said complaint.

Customer Answer
Date: 10/28/2025

Complaint: 24059494

I am rejecting this response because:i was told it was a preference more than defect. Room to go sold the Shaq with misleading advertising. I purchased the chair for use after a severe back surgery recovery. However, I am having difficulty sitting and/or sleeping in the recliner as advertised.

Sincerely,

****** *********
Business Response
Date: 11/07/2025
Dear BBB,

This is in regards to the latest reply.

Our office has reached out to our customer and has provided information addressing their concerns.

Thank you,

******** *.
Presidential Assistant
Customer Answer
Date: 11/07/2025

Complaint: 24059494

I am rejecting this response because: this company insist that feeling the spring in chair and not seen is a preference. Room to go is bottom line company without any conscious about the products they sale.

Sincerely,

****** *********
Initial Complaint
Date:10/20/2025
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 was given a contract to finance some furniture. So I thought. That is what they told me it was. But instead it was a leasing agreement. I also was told I could pay it off within 90 days. But they did not tell me that I had to pay an extra fee for paying it off early. And I was also charged every time I made a payment an extra fee. None of this was told to me. All of this should have been explained to the customer myself. I was misled.
Business Response
Date: 10/22/2025
Dear BBB,

We are in receipt of this claim.

At some Rooms To Go locations, Acima (RAC) offers a rent-to-own lease option as a finance alternative for customers. *** is a rent to own agency. They are a separate and independent company not affiliated with Rooms To Go. ***** enters into a rental agreement directly with the customer. Our customer decided to go with this option in order to acquire the furniture in their home. In order to complete this transaction, they fully executed all the paperwork detailing the terms of said transaction with RAC.

Rooms To Go is solely the retailer and has no access to finance accounts. Unfortunately,this is out of our jurisdiction. Therefore, any further inquiry should be directed to Acima.

Thank you,

******** *.
Presidential Assistant
Initial Complaint
Date:10/20/2025
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.
bought a ****** ***** Leather 6 piece sectional (5 piece set + 1 add-on piece) back in may and ever since then it has been a nightmare. my wife and i love the set itself that we saw in the store and pieces of what we have at our home but *** just cannot get the right pieces here in our home -- they are constantly sending defective/damaged pieces to our home. the delivery people that have come here on 5 separate occasions to swap out our defective products have also noted issues every single time they've been here that it's gotten to the point that they will check the product before even bringing it off the truck. i also noticed this product, after only 4-5 months is no longer in my ********* location and i am not surprised given this issue. i've been trying to get each piece swapped out per their procedure when you receive a delivery that you call within a day or so to report issues. each time it has been well documented what the issues were and they've sent replacement pieces to replace the defective/damaged pieces, many times just receiving equally damaged/defective than the last. i've recently called after the most recent swap and service call (swap for 2 pieces and service for 1) and i'm now being told i must accept 2 options (outlined in email from store representative ***** ********) which is select a whole different model or accept $325 to keep my mouth shut and they get to void the manufacturer's warranty. basically absconding themselves from any further liability or responsibility for ~5% of the agreed upon price. this is wrong and just an outright scam.honor your process and give me acceptable undamaged product. i have now had 8 instances of *** trying to fix this issue and they have still failed, each time taking up my Saturday. i asked what the option was to just return the whole thing and give me all of my money back and they also told me this is not an option.
Business Response
Date: 10/22/2025
Dear BBB,

We are in receipt of this complaint.

Our online complaint office has been in communication with our customer and a resolution has been agreed upon in order to address their concerns.

We trust this claim is settled.

Sincerely,

******** *.
Presidential Assistant
Customer Answer
Date: 11/04/2025

Complaint: 24039403

I am rejecting this response because:
I'm currently working with ***** (identified as regional manager for my area) and ******** (his delegate that's a manager of a store with my region). They've previously sent another exchange attempt but they erroneously sent the wrong item(s). I'm now only being given the option to 1) take another exchange attempt and if items deemed insufficient I'm going to lose my entire couch I bought and receive a full refund or 2) have to accept $325 (around 5% of purchase price) and lose the warranty on my product but keep the couch and will still owe the same amount of ~$4500.

This is actively open and actively in discussions with ***** and ********.

Sincerely,

**** *****
Business Response
Date: 11/06/2025
Dear BBB,

This is in response to the latest reply.

We are aware the regionals office as well as the stores management team has been actively addressing our customers concerns and have provided all appropriate options in order to resolve the complaint. The account has been documented accordingly.

Thank you,

******** *.
Presidential Assistant
Customer Answer
Date: 11/06/2025

Complaint: 24039403

I am rejecting this response because: as of now the business reached out to me to attempt another exchange for the left arm powered recliner, the armless powered recliner, she the console. The exchange was supposed to happen Nov 1 2025. They came out to exchange the above mentioned items and they erroneously sent one of the wrong items, due to their own error and not mine. I have been in discussion with ***** ****** and a subordinate of his who's a store manager for one store in ******* named ********. They've been attempting to communicate with me that the only 2 options I have are accept one more exchange attempt to make up for their s**** up and if that exchange attempt is deemed unsuccessful then they are wanting me to agree for the individuals present for the exchange to remove all pieces and for them to refund me my original purchase amount. The other option is to not pursue another exchange (despite their s**** up on the last) and to accept the couch as it stands and too accept $325 plus cancellation of the rooms to go 1 year manufacturer warranty. I told both ***** and ******** that these 2 options are unacceptable. I want to keep my couch I just want to receive items undamaged.i also want to keep my 1 year manufacturer warranty and do not accept $325 as a replacement for their responsibility and cancellation of my 1 year warranty. That's only 5 percent of my total purchase price and the warranty would be cancelled for the entire order not just the 3 affected pieces.
They already communicated that if I were up opt for the full refund I can repurchase a different model without worth of any "fees" -- unsure which "fees" would apply anyway considering the situation is due to them.
Also worth noting is that all throughout ***** and ******** have attempted to communicate that this problem is u problem and that I've been the cause even though myself, my wife, and all delivery/service personnel have agreed that issues seen are real issues, not perceived by me or being "nitpicky". I offered to send photos and that was ignored, even declined.
I am now waiting to hear back from ***** or ******** on this matter.

Sincerely,

**** *****
Customer Answer
Date: 11/06/2025

Complaint: 24039403

I am rejecting this response because:
I am rejecting this response because: as of now the business reached out to me to attempt another exchange for the left arm powered recliner, the armless powered recliner, she the console. The exchange was supposed to happen Nov 1 2025. They came out to exchange the above mentioned items and they erroneously sent one of the wrong items, due to their own error and not mine. I have been in discussion with ***** ****** and a subordinate of his who's a store manager for one store in ******* named ********. They've been attempting to communicate with me that the only 2 options I have are accept one more exchange attempt to make up for their s**** up and if that exchange attempt is deemed unsuccessful then they are wanting me to agree for the individuals present for the exchange to remove all pieces and for them to refund me my original purchase amount. The other option is to not pursue another exchange (despite their s**** up on the last) and to accept the couch as it stands and too accept $325 plus cancellation of the rooms to go 1 year manufacturer warranty. I told both ***** and ******** that these 2 options are unacceptable. I want to keep my couch I just want to receive items undamaged.i also want to keep my 1 year manufacturer warranty and do not accept $325 as a replacement for their responsibility and cancellation of my 1 year warranty. That's only 5 percent of my total purchase price and the warranty would be cancelled for the entire order not just the 3 affected pieces.

They already communicated that if I were up opt for the full refund I can repurchase a different model without worth of any "fees" -- unsure which "fees" would apply anyway considering the situation is due to them.

Also worth noting is that all throughout ***** and ******** have attempted to communicate that this problem is u problem and that I've been the cause even though myself, my wife, and all delivery/service personnel have agreed that issues seen are real issues, not perceived by me or being "nitpicky". I offered to send photos and that was ignored, even declined.

I am now waiting to hear back from ***** or ******** on this matter.

Sincerely,

**** *****
Business Response
Date: 11/10/2025
Dear BBB,

This is in regards to the latest reply.

The account has been appropriately notated.

Customer Answer
Date: 11/11/2025

Complaint: 24039403

I am rejecting this response because: I have since spoken to someone by the name of ******* from the seffner corporate office location. This individual is forcing me to take the option of either an exchange attempt or $375 for keep as-is and cancellation of my 1 year warranty. Neither are ideal as the issues experienced are due to the business but I am allowing an attempt on Nov 22. From there we will go from there. I have audio recordings to follow if needed.
Other options have since been retracted by the business such as swapping out for a different model set for no reason given. ******* was also quite rude and condescending throughout despite efforts on my wife and my part to resolve the issue at hand. She only seemed interested in forcing us into 1 of the 2 above mentioned scenarios.
Currently waiting to see what happens on Nov 22.

Sincerely,

**** *****
Initial Complaint
Date:10/20/2025
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.
Brought a leather sectional sofa just over a year ago. Two weeks ago, I notice a where the leather (or so what I thought was leather is pealing from the steam in between the seat where no one sits. Rooms to go sold me the extended warranty ($300.00) which when called said they did not cover. A week later rooms to go calls and wants to send out one of their techs. The tech comes out and inspects the sofa and says the vinyl is puling from the steam. The steam is still intact, but the vinyl is pulling off let's say the whatever they stick the vinyl to. So, I ask the tech isn't this a leather sofa, he states yes, the top part is but the sides and everything else is Vinyl! This was sold as a Leather sofa not Vinyl and Leather. So, the tech also tells me they will replace the one section of the soft, I would receive a call in 5-7 days. Fast forward 2 weeks later I have to call them. They proceed to tell me that they could not cover this. My first complaint is you sold this as a Leather sofa! At no time did you say Vinyl and Leather. Now the cheap Vinyl is peeling back. I have bought a lot of future from Rooms to Go but not anymore if this is how you treat a long-time customer
Business Response
Date: 10/21/2025
Dear BBB,

We are in receipt of this complaint.

Rooms To Go offers a 1-year warranty against manufacturersdefects as stated on the terms of sale located on the purchase invoice. This expired as of 2.29.25. The extended service plan purchased is powered by Guardian.Their guidelines of what is/is not covered is clearly outlined on the paperwork provided at the point of sale and under the website referenced on said invoice.

Please note the sectional our customer chose was advertised on our website and in our showroom locations as top grain leather where the body touches. The reported issues are not covered by ********* contract;therefore, service was denied. Our company authorized service to verify the decision.This is not a vendor-related defect; however, our records show a part order was placed as a gesture of goodwill and a member of leadership attempted to advise the customer of this.

Thank you,

******** *.
Presidential Assistant
Customer Answer
Date: 10/22/2025

Complaint: 24039322

I am rejecting this response because: The Tech told me they would replace it, but when I called rooms to go customer service, they said it was nothing they could do, they did not advise me that a replacement part order was placed as a gesture of goodwill, if they had I would never have submitted this complaint. Will some contact me for the replacement? Thank you

Sincerely,

****** ******
Business Response
Date: 10/23/2025
Dear BBB,

This is in regards to the latest reply.

Parts take 3-5 business days if in stock and up to 120 days if coming from the manufacturer.

Thank you,

******** *.
Presidential Assistant
Customer Answer
Date: 10/24/2025

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:10/17/2025
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.
we bought a love seat and couch, Mattress. The couch has been broken 90% of our time. Same issue every time. we call and make an appointment to get it checked. it takes over 3 months to get the part in. then it breaks again and same process. I am ashamed for people to see or hear the couch. It is electric and very few times it has worked correct in a year. The rooms to go cs mostly just gives us a runaround. WE purchased an extra insurance for repairs on it. One of the service guys said we could order the part on ****** and get it quick and repair it our self. we fill rooms to go has lied us about the service of what we thought we were buying.
Business Response
Date: 10/20/2025
Dear BBB,

We are in receipt of this complaint.

Our office would be more than happy to research our customers situation; however, we are unable to locate an account under the information they provided your office.

Please have them provide you with their order number and primary account phone number in order for us to investigate this matter further and proceed with a prompt response.

Thank you,

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

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Rooms To Go is BBB Accredited.