ComplaintsforRooms To Go

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  To Whom It May Concern,I am writing to file a formal complaint against Rooms to Go regarding a severe issue with a furniture purchase and the unsatisfactory handling of the situation.I purchased a set of sofas from Rooms to Go. Within just a few months, the sofas began to show significant wear and tear, including noticeable tears. At the time of purchase, I was encouraged by the salesperson to buy an extended warranty for coverage against such issues.Despite numerous follow-ups with Rooms to Go and their warranty service since 2023, my issue remains unresolved. I have also reached out to my bank, and each time they take initiative, Rooms to Go assures the bank that the problem will be addressed. However, these assurances have proven to be false, as no meaningful action has been taken. It appears that Rooms to Go uses these assurances merely to close disputes without addressing the underlying problem.The continued lack of resolution and the disregard for honoring the warranty have caused significant inconvenience and frustration. I am requesting the following actions to be taken:1.A thorough investigation into the defective sofas and the handling of my warranty claim.2.A repair or replacement of the sofas as covered under the warranty or a Full refund. 3.Compensation for the prolonged inconvenience and failure to honor the warranty agreement or a Full refund. I hope the BBB can assist in resolving this matter promptly and ensure that Rooms to Go upholds their obligations to their customers.Thank you for your attention to this serious issue.Sincerely,*****************************

  

  Business response

  09/13/2024

  Dear BBB,
  
  This is in response to our customers claim.
  
  Please express our apologies to our customer for any misunderstandings regarding their purchase and warranty coverage.
  
  Rooms To Go offers a 1-year warranty against manufacturers defects. This expired as of 8.11.23. Our customer purchased an extended service plan powered by Fortegra. Their guidelines of what is/ is not covered is provided at the point of sale as well as available under the website referenced on said invoice.
  
  Currently, we have been made aware our aging claims department has been in communication with the customer in order to address their concerns directly. They will discuss any possible options for a course of action.
  
  Thank you for bringing this matter to our attention.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer response

  09/13/2024

   
  Complaint: 22270858
  
  I am rejecting this response because:

  I have received the request of replacement from one of the service advisors. I went and placed the order yesterday at the Rooms To Go location in ********, **. They have charged me with the difference amount of the new sofas and set the delivery date to Oct16th, 2024. I would like to keep this case open until they make the delivery of the new sofas. 
  
  Sincerely,
  
  *****************************

  

  Business response

  09/17/2024

  Dear BBB,
  
  Our office understands and appreciates our customers feedback.We have notated the account accordingly.
  
  Thank you,
  
  
  ********************
  Presidential Assistant
  

• Initial Complaint

  09/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchase date 08/30/2024, Sales: *************************, Order ********, Total $5,450.30 Purchased:King-size bed frame, Electric base (recommended by the salesperson) Misrepresentation of Product Information: Salesperson ************************* informed me that the king-size low-profile bed frame did not come with a wooden bunkie board. She advised that I needed to purchase either a low-profile box spring or an electric base for the bed frame. Despite asking her twice about the wooden bunkie board, she confirmed that it was not included. Based on this information, I purchased the electric base.Discovery of Incorrect Information: Upon delivery on 09/07/2024, I was surprised to find that the bed frame did, in fact, come with a wooden bunkie board. This suggests that I was misled into purchasing the electric base, resulting in an unnecessary expense.Product Issues and Discomfort: After using the new bed with the electric base, I experienced significant back pain. Despite the electric base being set to its lowest position, the mattress height was 29 inches, which makes it extremely difficult for me, as a short person, to sit comfortably on the bed. The mattress, recently purchased from ****** and in excellent condition, is not the issue. The discomfort is directly attributed to the electric base.Customer Service and Return Policy Issues: I was not informed that Rooms To Go has a no-return policy for items like the electric base. Despite multiple attempts to resolve this issue through phone calls to the store and customer service, and a visit to the showroom on 09/10/2024, where I sought to speak with the store manager (who was unavailable), I received no assistance. The office manager informed me that no return would be processed.Given the misleading information provided by Salesperson ************************* and the discomfort caused by the electric base, I request t a return and a full refund for the electric base.I am forced to sleep on my couch, which is not a comfortable solution.

  

  Business response

  09/12/2024

  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To Go, please express our apologies to our customer for any inconvenience or misunderstanding they may have experienced.
  
  As we are concerned by the allegations expressed, we will be reviewing with the stores management team to investigate and address any issues should it be deemed necessary.
  
  With respect to their purchase, consumers have the final say as to the products they choose to purchase. Adjustable bases and/or foundations do not determine the comfort level of bedding. It solely provides support for the mattress. Their mattress was not purchased through us as the customer mentioned.Therefore, any comfort related issues would need to be addressed with the mattress store of purchase or its manufacturer. If the base was not set up correctly at time of delivery, we would be happy to have a technician go out and evaluate it. If it is a vendor related issue with the base, this would be reviewed by the manufacturer directly.
  
  Unfortunately, cancelation of the base would have needed to be done prior to delivery. A return would not be authorized at this time due to the reasons explained above. Please let us know if service is needed to check the base set up.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer response

  09/12/2024

   
  Complaint: 22266736
  
  I am rejecting this response because:

  1. Misinformation from Salesperson
  The primary reason I was compelled to purchase the electric frame was due to inaccurate information provided by your salesperson, *****.***** assured me that the electric frame was fully compatible with my existing mattress and that it would enhance my comfort. Based on this incorrect information, I proceeded with the purchase.
  2. Issues with the Mattress and Electric Base
  The mattress in question was purchased from ****** three weeks prior to the acquisition of the electric base. It was in perfect condition and extremely comfortable until I began using the electric frame.Since starting to use the electric base, I have encountered significant discomfort. The only problem is the electric base.
  Given these circumstances, I request the following actions be taken to resolve this issue. I seek a full refund or exchange for the electric base, as it is not functioning as intended and has compromised the comfort of my mattress.
  
  Sincerely,
  
  Mariana Bay

  

  Business response

  09/13/2024

  Dear BBB,
  
  Once again, please express our apologies for any misunderstandings experienced with their purchase.
  
  Please note that wooden slats are available with certain 3-piece beds; however, it is not the same kind of product as a bunkie board. Slats generally will support a mattress and its foundation (boxspring, foundation or bunkie board) from falling through. Bunkie boards, if available for a particular bed set, is used in lieu of a boxspring or foundation. Mattresses cannot just be placed directly on slats for proper support.
  
  Unfortunately, our position as outlined previously remains unchanged. Service may be set up should they wish to have the set up evaluated.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer response

  09/13/2024

   
  Complaint: 22266736
  
  I am rejecting this response because:

  I strongly disagree with your statement. You can place a mattress directly on the wood slats. Please see the attached file with a screenshot from ****** confirming my point. I have used this setup in the past without any issues. I even informed the salesperson, *****, about this, but she falsely claimed that the frame did not come with wood slats. I asked her TWICE about the wood slots. This misrepresentation led me to purchase the electric frame, which seems to have been a sales tactic to encourage buying additional items. A friend of mine was with me at store during the purchase and she is my witness.
  ***** also suggested that the bed wouldn't be very high,but now it is 29 inches off the ground, making it difficult to sit on comfortably.
  To top it all off, my back pain continues. I spent a significant amount of money, buying many items, and purchased additional customer support services for all of them. I expected a good customer service. However,I was not informed about your "No Return Policy" at the time of purchase. Had I known, I would not have committed to such a large purchase.
  I kindly request that you understand my situation and address my concerns as a valued client. Thank you!
  
  Sincerely,
  
  ***********

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased several pieces of furniture from this Rooms to Go location, with extended warranties. We were told that our 3 year warranty would also cover issues with fabric. We have since noticed that our sectional has not only standard wear and tear...but looks horrible with fabric issues and sagging in the cushions. I have emailed customer service and am being told that the extended warranty never covered the issues we are having. We were lied to by an employee of this location and the corp. office will do absolutely nothing, other than allow us to spend MORE money to replace cushions.

  

  Business response

  09/06/2024

  Dear BBB,
  
  We are in receipt of our customers claim.
  
  Like for most retailers, Rooms To Go offers a 1-year warranty for manufacturers defects as stated on the terms located on their purchase receipt. Theirs expired as of 5.05.23. Our customer purchased the extended service contract powered by Guardian. Their guidelines of what is and is not covered are provided to our customers as well as clearly outlined under the website referenced on said invoice.
  
  With respect to their situation, we have reviewed their account in its entirety. Since date of delivery, we show no records of any verbal or written communication regarding any issues of this nature until 6.17.24. Unfortunately,the issues being reported are not vendor related and are considered consequential.Our records reflect our online complaint office has been in communication with our customer. A new claim has been reported; therefore, it was advised to reach out to Guardian for review and service approval.
  
  Although we value our customers business, please understand we are abiding by the guidelines within the contract. We apologize for being unable to comply with their request due to the reasons explained above.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer response

  09/06/2024

   
  Complaint: 22239895
  
  I am rejecting this response because:

  First of all, any website provided with information regarding the coverage was provided AFTER the purchase (per their own response). I was specific in asking ******************************* if the fabric began pilling, would we be covered. IF she had answered with valid information, we would have selected another sofa for our main living space. I am not asking for anything for free here. I am asking that someone at this location do something, anything to make this right. This constant response of 'not our problem' is beyond insulting. We trusted that ******* was being honest...and weren't provided anything before our purchase was finalized to make us believe anything else. We purchased extended warranty contracts for all of the items we purchased that day, all I would ask for now is new covers for our base cushions or store credit for the amount of the warranty items (for the full amount paid) that would allow us to come back and replace the item that has created this issue. I don't see how that is asking too much from anyone. As for why we waited until this year to request assistance - it is because we went to the guardian site to file a claim. At that time, we read that the issue we were having was not covered. We purchased a 3 year contract, leading us to believe that we were well within our coverage period to file a claim. The only thing that we are at fault of....is trusting that we weren't being lied to. My mistake, for sure. 
  

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

  

  Business response

  09/09/2024

  Dear BBB,
  
  Our office understands our customers views. However, we do not know what was discussed at the point of sale in 2022. Please note our consumers have access to the terms and conditions of the sale as well as the terms of the extended service contract prior to finalizing their sale. Customers must check **** and sign where it states they have read and agreed to the terms prior to completing the transaction. Links for both are provided for our customers to review at their convenience if they wish to do so. Unfortunately, our position as outlined previously remains unchanged.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  09/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  6.24.2024 Ordered furniture to furnish my new home. Advised by salesman that the furniture will be delivered in 3 deliveries. Advised the initial delivery was 6.28.24 next would be 7.8.24 and the final items would be delivered 8.20.24. 1st two deliveries were timely. The final delivery was expected for 8.20.24 awaited the delivery around 1pm I call RTG too check my items. To my surprise the delivery had been rescheduled due to the items not being available at the warehouse. I advised the agent no one attempted to contact me and the notes stated I did not have a voicemail set up so no message was left which was a lie I received other voicemails with no problem. Fast forward to 9.3.2024 the new scheduled delivery date. Master bedroom furniture missing parts to assemble the bed. Dispatch advised unable to complete. The Dispatch ****** call **************** for assistance. Contacted ***** transferred ****** my dilemma and expressed I have been waiting 2 1/2 months for furniture in which the order and assembly was incomplete. She advised me that the Warehouse manager would call back once items were in his possession. I have yet to receive a response. Also received a follow up call to confirm the service received advised the *** the service was not performed adequately. Requested a supervisor call back and received a call from ********************* which was rude and constantly saying the manufacturer made a mistake and not RTG. I advised him ***eatedly that I did business with RTG not the manufacturer. He said we ordered the parts so you just have to wait on it thats all. I advised him this is unacceptable and he needs additional training on resolving problems, approach, and tone is not good for a member of management. I wanted to speak with someone above him or receive a refund. He said Ill give you a refund but Ill take 20% for a restocking fee I advised him RTG dropped the ball not me. Unsatisfied with the service received bed still unable to be assembled.

  

  Business response

  09/04/2024

  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To Go, please express our apologies to our customer for any inconvenience experienced.
  As we are concerned by the allegations expressed, we will be reviewing issues with the corresponding departments in order to investigate and address any issues as deemed necessary.
  We have reviewed their account in its entirety. We show the initial supervisor that spoke to our customer after yesterdays delivery was already working with them to correct the situation. Our records show the customer was advised that the missing hardware would be ordered and shipped out overnight to the customer. Once received, it was advised to reach back out to the supervisor, and she would get with the delivery company to arrange assembly completion. The account shows the parts department shipped out the parts via UPS.
  As a gesture of good will, we will also process a refund in the amount of $100.00 once the issue has been finalized. Please allow up to 21 business days to process and 1-2 billing cycles to show on their finance statement.
  
  We trust this claim has been answered.
  
  thank you for your time.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  08/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 26, 2023 I contacted Rooms to Go via chat to request replacement hardware for our Creekside Twin/Twin bunk bed. We had recently moved and our movers lost the original hardware. I was given a form and told to fill it out requesting sku number *******P and to mail it with a $33 check. (I can provide a screenshot of this instruction, but file was too large to upload here.)I mailed the form/check and my check was cashed. The package I received was not the correct hardware so I contacted customer service via chat and was asked to send a photo of the parts I received. Another shipment was sent, again with the incorrect parts. I contacted customer service and was again asked to send a picture of the hardware sent. After not receiving a reply I resent and here was the reply: "I would like to inform you that. After taking a look over the part order I do see that the part order is not correct. The *** provided to us to order off of is for a bookcase headboard and not a bunk bed set. You have received the assembly handwear for that piece. Unfortunately the assembly for an entire bunk bed set does cost a different value as well." Intermixed with the communication noted above were additional emails sent with no replies and repeated attempts for information through chat without success. My check has been cashed for over a year, I used the sku and paid the balance given me by a customer service representative and I've spent hours communicating with customer service to no avail. Yesterday's chat alone was over an hour long. That representative said she would contact parts again, but refused to give me contact information for a manager in customer care or parts. I am requesting that Rooms to Go send the replacement hardware for the Creekside twin/twin bunk bed so this issue can be resolved. My twin bunk has been unusable without the hardware that Rooms to Go promised me in July 2023. (Tracking number given below is for the second package sent by RTG.)

  

  Business response

  08/30/2024

  Dear BBB, 

  
  We are in receipt of this claim.

  
  Our records reflect that our customer care department has addressed the customers concerns and have reordered the correct parts at no additional cost. 

   

  We trust this will settle their claim. 

   

  Sincerely,

   

  ******************

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a full living room set on 3/22/2022, along with a 3 year extended warranty that was recommended by the Rooms to Go salesperson. The salesperson stated the warranty would be a benefit to us as it covered any/all damage by the family dog or children. Fast forward to filing a claim on 7/18/2024 (within the time period required) and weve now spent an additional 6 weeks of frustrating back and forth with the 3rd party warranty company (Guardian) and Rooms to Go. Only to be told nothing can be done. Rooms to Go has stated they have no way of knowing if the salesperson actually said what weve claimed he did (the warranty would never have been purchased had he not), and that nothing can be done for the furniture. A refund was requested in writing to Rooms to Go on 8/22/2024 for the warranty fees paid, and Rooms to Go Staff requested all communication with Guardian so they could look into the issue and see if there was anything they could do. After a week of no response from Rooms to Go, despite calling them, and email was sent requesting an update. Only after that was a call received from Rooms to Go, stating there was nothing they could do. A refund was again requested for the warranty fees paid and Rooms to Go is only willing to issue a prorated warranty. A prorated warranty refund is absolutely ridiculous, when absolutely no services were received for the "warranty". This was clearly a bait and switch.

  

  Business response

  08/30/2024

  Dear BBB, 
  
  We are in receipt of our customers claim. 

   

  On behalf of Rooms To Go, please express our apologies to our customer for any inconvenience experienced. 

  
  
  Rooms To Go offers a 1-year warranty for manufacture defects as stated on the terms located on the customers purchase receipt. Theirs expired *********. Our customer purchased the optional service plan powered by Guardian. Their guidelines are clearly outlined under the website referenced on said invoice.  

   

  Please keep in mind the consumer may cancel their extended service plan at any time. However, the refund is prorated based on remaining coverage for the merchandise. This customer purchased a limited ****** plan that expired on 4.01.2025. We have no records of a request to cancel said plan until 8.29.2024. Guardian will issue a refund based on these guidelines. 

   

   We trust this has responded to our customers concerns and will settle this claim.   

   

  Sincerely,

   

  ******************

   

   

  Customer response

  09/03/2024

   
  Complaint: 22215127
  
  I am rejecting this response because: Please see attached for email communication. A refund was requested (in writing) on 8/22, and verbally, when I spoke with ******* that day at length. A refund, in full, is being requested as I was falsely sold this warranty. My salesman, *************************, sold it to me by telling me that the 3 year extended warranty covered accidental damage by my pets and children. Additionally, ******* reiterated this on the phone on 8/22 telling me that Guardian should not have denied my claim as the coverage included a one time accident. ******* directed me to send the communication with Guardian, stating he'd look into things further to see if anything else could be done because the damage should have been covered. A partial refund is simply not acceptable when the Rooms to Go Salesman blatantly lied to sell this warranty.  
  
  Sincerely,
  
  ***************************

  

  Business response

  09/05/2024

  Dear BBB,
  
  Our office understands our customers views. However, every customer is given the terms of extended service contract at the point of sale. The guidelines of what is/ is not covered of said plan is also clearly outlined under the Guardians website to read thoroughly at the customer's convenience.
  
  As we explained, customers are free to cancel their extended service contract at any time after purchase. A full refund; however, is only possible up to 90 days from date of delivery. The refund amount would be prorated after that point in time. Please keep in mind the plan was active since date of delivery whether it was used or not before the 1st reported claim. Unfortunately, our position as outlined previously remains unchanged.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  08/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a bedroom suit back in early July. The first delivery..footboard and long dresser were damaged.Second delivery..***lacement of footboard..***lacement of long dresser were acceptable. A tall dresser that was on back order was delivered with damage.Third delivery to ***lace tall dresser which was crushed.4th delivery to ***lace tall dresser.also damaged. For this delivery I asked the *** to have the piece inspected prior to departing warehouse. Apparently wasnt done.Called customer service and told them basically this whole process was unacceptable. The offered another ***lacement or keep the damaged one that I currently have and they will discount it 10 percent which I did not accept. Then offered me 15 percent . I asked to speak to someone higher which I was transferred to *************************. He wasnt any help as he wouldnt offer anything outside the first ***. I did ask why I couldnt just get one off the showroom floor and he stated that they are built different and for showroom use. Thus far I have wasted roughly 18 hours of my time dealing with this mess. Apparently there is no QA process. I want a new dresser. I want to Be compensated for my time with the unit discounted. I also want an apology for the incompetence of this business who are in a hurry to sell these products yet resolving an issue has been ridiculous.

  

  Business response

  08/30/2024

  Dear BBB, 

  
  We are in receipt of this complaint. 

  
  Please express our apologies to our customer for any inconvenience they may have experienced.

  
  With respect to their situation, our office has reviewed the account in its entirety. Our records reflect that our customer care department has addressed the customers concerns and have reached an agreement to refund the delivery charge. 

  
  We trust this claim was settled. 

  
  Thank you, 

  ******************

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a loveseat and Rocking Chair on 2/1/2024 during a No Interest Rate Promotion! I put a $100 down payment to make my monthly payments between $35-$40 a month! They have NOT honored this and I receive a statement for $80 plus dollars a month! I went into the store to clear this up and they admitted it was their fault! A District or Regional Manager happened to be in there that day and said he would resolve this. Now they are charging me late fees when I pay the proper amount!!!! It has not been resolved!!! Please help me concerning this matter!

  

  Business response

  08/30/2024

  Dear BBB, 

  
  We are in receipt of this complaint. 

  
  On behalf of Rooms To Go, please express our apologies to our customer for any inconvenience experienced. 

  
  With respect to their situation, our customers have many payment options available to them. As our customer stated, they wanted to take advantage of the finance promotion running at that time of the Interest Free plan until 2027. During the application process customers are provided with all the necessary disclosures and must agree before the application can be submitted for processing. In addition, our customers are provided all the information at the point of sale and as consumers have the legal right to read and ask questions should it be deemed necessary. 

  
  Our customer will need to contact their finance company directly should they have any further inquiries regarding their account.  

  
  We trust this has responded to our customers concerns and will settle this claim.  

  
  
  Sincerely, 

   

  ******************

   

   

  Customer response

  08/31/2024

   
  Complaint: 22159814
  
  I am rejecting this response because: They are in the WRONG and their District/Regional Manager knows it!!!! He told me that he would resolve this problem and that it was their mistake and not mine! I worked in ***************** for 30 years before I retired! I ALWAYS made sure to make things right with my customers!!! Im going to go back into the store where I made my purchase and demand for this nightmare to end! I still want the BBB to put pressure on Rooms To Go to accept their error and make it Right!!!!!!!! 
  
  Sincerely,
  
  *******************************

  

  Business response

  09/05/2024

  Dear BBB,
  
  Our office understands our customers views.
  
  We have reached out to our accounting office in order to investigate the inquiry. we have been made aware that both the customers sales are on the ******** equal pay/ no interest promotion. However, the customer missed 2 payments so the interest being billed was because of the late fee balance. if the customer has any questions regarding this, they will need to call **************.
  
  Respectfully,
  
  
  ********************
  Presidential Assistant
  

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought this section in January got it delivered in March. It's August we have peeling on 2 parts of this couch we bought the extended warranty and within our year of purchase. Paid 5k for this sectional plus the extended warranty. There is a tear on the back accidentally done not sure how and then the ******* said the pictures were not clear from technician but she can clearly see these are scratches not peeling. Makes no sense and intended on arguing with me not very professional at all but besides that neither party wants to uphold thier contracts that were sold to us!. These salesmans are selling us these extended warranty but they are not wanting to uphold thier contracts! Which plainly states accidental tears. Please help me we have not had this couch 5 months and it's already trouble not to mention the stitching is ******** on the wedge seat but said the tear voids that so they can't fix it.. seems like to me no one wants to up hold thier policies!!!

  

  Business response

  08/29/2024

  Dear BBB,
  
  We are in receipt of our customers claim.
  
  Like for most retailers, Rooms To Go offers a 1-year warranty for manufacturers defects as stated on the terms located on their purchase receipt. 5 out of their 7-piece sectional was delivered on 1.18.24 and the remaining on 3.07.24. Our customer purchased the extended service contract powered by Fortegra. Their guidelines of what is and is not covered are clearly outlined under the website referenced on said invoice.
  
  With respect to their situation, we have reviewed their account, the technicians findings and the pictures taken at time of service.Unfortunately, the issues with their furniture were not deemed to be vendor related. There is also no peeling on this furniture. The damage is considered to be consequential. For this reason, our service department denied the claim under the guidelines of the 1year warranty. Please note the furniture was not delivered in this condition. If the customer believes the issues are accidental, they will need to reach out to Fortegra for their review.
  
  Although we value our customers business, please understand we are abiding by the guidelines within the contract. We apologize for being unable to comply with their request due to the reasons explained above.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer response

  08/29/2024

   
  Complaint: 22209980
  
  I am rejecting this response because:
  This is within my first year warranty per fortega. I have contacted them and they have directed me back to rooms to go. No one is wanting to help! ******* stated the pictures were not clear from the technician with is on recording then turns around and tells me they are. She said she knows what peeling is and that is not peeling. How can this be seen when clearly she stated the pictures were not clear. And the back of the wedge piece is torn fortega turned me to rooms to go bc its within the one year warranty.
  Sincerely,
  
  *****************************

  

  Business response

  09/04/2024

  Dear BBB,
  
  This is in response to the customers rebuttal.
  
  We understand our customers views and concerns. Our office has reviewed the account fully. The position outlined in our initial response remains unchanged. We have; however, reached out to Fortegras liaison for more information.
  
  Thank you,
  
  
  ********************
  Presidential Assistant

• Initial Complaint

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  8/19/2024 - Purchased a rug from RoomsToGo online website. Rug was shipped and received directly from the vendor and does not match the online description nor the online image of the rug purchased. Order #********I - Shinwood III CREAM 6'7" x 9' rug, SKU ********. $239.99 Rug Received has a cream base with DARK GRAY designs. The description and the image do not match the rug sent. The only descriptor for color is CREAM. The image on the website shows a light-colored rug with light tan designs. The rug I received has DARK GRAY designs. They are not the same. I contacted RoomsToGo ************** and had it confirmed that the product shipped has a color descriptor of SLATE. Acknowledging the webite description error, I was asked to take pictures of the rug and send via email to their ************************** I complied and am now being told I received exactly what I ordered. This is incorrect. The rug sold does not match the rug received. I ordered a CREAM colored rug and received a SLATE colored rug. I called **************** and explained the situation, again. They apologized but will not pay for the $69 shipping costs to return the rug. I was given the option to take the rug to a local showroom which is 75 miles from my home, but will have to pay a restocking fee. I am now left with the option to keep the rug or return the rug at my expense. This company sold a product online that does not match the actual product and they are unwilling to correct their mistake. If I cannot get this resolved, I will take them to small claims court.

  

  Business response

  08/29/2024

  Dear BBB,
  
  We are in receipt of this claim.
  
  On behalf of Rooms To Go, please express our apologies to our customer for any inconvenience they may have experienced.
  
  In regards to their situation, we have reached out to our online store and our special orders liaison. We have been made aware the customer has been contacted in order to discuss the matter and a return has been generated for the rug. In the interest of satisfying the claim, it will be picked up from the home at no cost to the customer. The return was dated for *******. All refunds take up to 21 business days to process from date of return and 1-2 billing cycles to show on the finance statement.
  
  We trust this claim is settled.
  
  Sincerely,
  
  
  ********************
  Presidential Assistant

  Customer response

  08/29/2024

   
  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,
  
  *****************

*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. ↩