Rooms To Go

The bedroom set was delivered in sealed, undamaged boxes. Due to a pre-planned family vacation and a demanding work schedule, we were unable to open the items immediately.

When we returned and opened two of the six boxes, we discovered significant damage. The damage was not minorone of the pieces appeared to have been dragged across a floor, with deep scratches and scuffs that made it unacceptable for use. Out of concern, we chose not to open the remaining boxes.

I contacted Customer Care immediately upon discovering the damage, but the office was closed for the weekend. I then visited the nearest Rooms To Go location for assistance and was advised to call during the week.

I called on Tuesday, as I work 12-hour shifts and was unavailable Monday.

During my call, I was told the damaged items could be replaced but not refunded, as more than 48 hours had passed since delivery. I explained that I did not want to schedule another appointment for assembly due to my work commitments and that we were extremely disappointedwe just wanted to return the entire set for a full refund.

The first representative I spoke with was helpful and kind. However, the third representative I spoke with was dismissive and rude, essentially telling me to "deal with it."

This experience has been extremely frustrating and disappointing.

The level of damage was unacceptable, and the lack of flexibility in resolving the issue was disheartening. As a result, we will no longer do business with Rooms To Go, and I will be sharing this experience with others.

I had ordered a sofa from Rooms to Go and it was delivered on 6/19/2025. On 7/7/2025, I moved the sofa away from the wall so I could install a picture above the sofa.

When I moved the sofa out, something underneath scraped my hardwood floors. When I went to check underneath, I saw that one of the plastic legs was missing, but the screw that holds the leg on was in place and it was hitting the floor. I contacted Rooms to Go on 7/7/2025 and was told to submit pictures of the damage to the floor. I uploaded the pictures as requested.

I also ordered new legs for the sofa that they sent to me under the warranty, and they will have a technician come out to install the new missing legs. As you can see, this is a factory defect of a missing part. Then on 7/9/2025, I contacted Rooms to Go through their chat once I logged into their website. I was told by Vincent: 'We certainly understand your frustrations.

All orders are given 72 hours starting on the day of delivery to fully inspect their delivery and report any issues from the delivery to include missing parts or damages caused to the home. As no reports of issues were made within those 72 hours, we cannot address the damage caused to the floor as we cannot associate it with the delivery. We do apologize for any disappointment that this has caused.' I told Vincent that the damage wasn't done by your delivery people; it was done because there was a missing leg and when we moved the sofa out, the screw that actually holds the leg on was touching the floor and scraped the floor up. I also told Vincent that we could not see that there was a leg missing under the sofa unless we lifted the sofa up.

I am over 70 years old; was I supposed to pick the sofa up and check underneath? Once again, Vincent told me there was nothing they could do.

October 28, 2024

Room To Go

11540 Highway 92 East

Seffner, Fl 33584

To Whom It May Concern,

First off, I would like to say that the only thing I have found as a good experience with RTG has been the delivery personnel. They have been respectful, courteous, and knowledgeable.

Other than that, as a senior citizen (with a titanium piece in my back), dealing with RTG has been unpleasant, disappointing, and aggravating.

I wish to explain my unpleasant experience below.

May 3, 2024 - I purchased cream color recliner from RTG ($684.78) Several weeks later the seat cushion sunk down - no support in the back or seat. I contacted the service department, and a representative came out and reported his findings that indeed the seat fell in.

June 13, 2024 - creme color chair was picked up

Consumer upgraded to a triple power lift recliner with heat, brown in color , ($1,294.68) (obviously defective/faulty). Sales date 7/1/2024, sales number 3088****.

July 10, 2024 - 1st brown, triple power lift recliner delivered. Recliner began issues shortly after delivery,

back lumbar not stable, will not staying in position,

back of chair rocks in reclining position - this is not a rocking chair,

As you are pressing the reclining button, the recliner rocks back and forth when beginning the reclining position,

seat cushion sunk down - gap between where the back and the seat meet, only they don't.

I called the service phone number again, service came out to make and submit a report, agreeing the recliner is faulty.

August 14, 2024 - recliner replaced with duplicate recliner

August 22, 2024 - 2nd brown triple power lift recliner not working, recliner began issues shortly after delivery,

back lumbar not stable or staying in position,

seat cushion sunk down - gap appears between back or seat when reclining,

recliner rocks side to side from a sitting position when first reclining, 4) the back rocks back and forth like a rocking chair, which it is not, 5) headrest does not stay in position, constantly deflating.

Called the service department, service tech came out to make a report, took pictures and agreed. She felt a part needed to be ordered to solve the issues. She would submit the report, get the part ordered, it would take a week or two. The part would arrive at my home, I was then to call again, and someone would come out and install the part in the recliner.

August 29, 2024 - I called the service phone number to check on the delivery date of the part.

I was told I had to wait 45 days for the part. So, I waited 45 days for the part.

October 7, 2024 - phoned service department for a representative to come and look at the chair. I was told that they could not do that, I had to wait for the part. The service department said they could reorder the part, and that it's actually 90 days not 45 days for it to arrive.

I asked for a refund. The representative said they didn't refund and did not know who to call other than the sales person. Note: She did not offer me a replacement recliner.

October 7, 2024 - I called RTG/Destin to see if a manager was at the store, I intended to visually meet with them. A conversation began with the manager (Tim), I explained.

He then said that it was noted, in the computer, that the customer service person, that I just talked to, had submitted a report online and it said she offered me a replacement chair, which she did not, she only offered to order the part again. (Note: Representatives that have come to my house have said that that is not their place to offer a replacement, a refund or suggest another option. Only to file a report, submit it, a decision was up to a higher person.

October 7, 2024 - late afternoon - The manager called to say another 3rd replacement chair would be delivered Saturday, October 12. Again, saying RTG does not give refunds.

A review of the chair would be completed at the factory once they receive it. I requested the service rep to come to the house as well to document the issues with the chair before it was replaced. The manager said he could not do that but if I wanted to waste my time I could.

I waited 45 days for a part and suddenly I was offered another replacement recliner, within a week!!! Why could I not get the part in a week like I was told in the previous statement?

Why could this not be resolved back in July?

October 12, 2024 - 3rd brown triple power lift recliner delivered.

October 25, 2024 - I am reporting again, the problems are still the same, which are no different than the first one delivered July 10, 2024.

back lumbar not staying in position, deflates,

seat cushion sunk down - gap appears between back or seat,

recliner rocks side to side from a sitting position when first reclining, 4) back acts like a rocking chair, which it is not, 5) headrest does not stay in position, constantly deflating.

I have not heard from the RTG since October 7, 2024.

It is my opinion, if a consumer has had the same issues with a product this many times - you would think that RTG would investigate the product for faulty parts of their product. Arent businesses supposed to be responsible for resolving problems with their products that they sell to consumers?

It is my opinion that I have the right to alter my agreement with RTG, as you have not provided a working product, a solution or answer or follow up after all this time. This product is obviously faulty and defective, three times in a row.

I do not wish to schedule a follow up, get a replacement or have a conversation. The only alternative to this issue is to please schedule a pickup for this recliner, and refund my money.

Respectfully,

Betty Zingaretti

98 Shore Drive

Miramar Beach, Florida 32550

Cc:

BBB of Northwest Florida

Florida Attorney General (10/8/2024 and 10/31/2024)

Florida Attorney General Consumer Protection Division

Attorney Generals Senior vs Crime Prevention

Shoddy workmanship to say the least.

This was the first and last time I will shop at rooms to go. I did not buy a cheap coach.

It was almost 1200.00 total plus a warranty cost. I take off work to wait for the couch in a 4 hour window, The coach is delivered and the delivery guys see that it is broken. A month later I take off another day of work to do something that is not my fault and not only inconvenience me but financially cost me.. I get the replacement and it appears to be OK.

The delivery guy asked how it was broken and I said I do not know. I asked him to look and he said he didnt have the time.

Before this I had said that I took off 2 days work which cost me 250.00 Other places were give you a discount but the lady in a condescending was said they offer a replacement only.

Lets see how word of mouth and facebook work...

And this is your response everytime. Instead of you doing the work you want us to do the work, Wow! This is awful to hear!

We would love to look further into this! Please send us an email with your order # and the details to TellUs@***.com!-Kareda

I have the had the most horrific nightmare with this company!!! I received 2 defective couches nobody will help me, no help from anyone or customer service and they want to charge me a 20% restocking fee for their damaged couches!!!

I also received the wrong lamps 4 times!!! and nobody will help me with that either!!! I was in the store yesterday hysterically crying from being mistreated and not one person cared about anything!!! I have even contacted the vendors to help me and they didnt help either.

I am completely mortified, and distraught over all of this!

I have spent hours and hours trying to rectify this situation and all i ever did was go and purchase furniture and have had nothing but the worst experience from any company!!! Someone please help me!!!

We purchased a patio set from the Rooms to Go at the Millenia location in Orlando on January 21, 2024. Our order # is 3037****.

The items we purchased were a Pleasant Bay loveseat, club chair and wedge frame along with the cushions to go with them. Additionally, we purchased a 3 year Fortegra service contract to cover damage to all the cushions. Our total purchase was almost $7000.

The RTG crew brough out our furniture about a week later and set it up. They did a great job getting everything in place.

At no time in this process were we given instructions about the care and/or proper use of the teak furniture.

Around the 1st of March, we discovered that the undersides of the cushions that were in contact with the teak had been stained. Almost, if not all, of the cushions were affected. Its very apparent that the oils from the teak had stained the cushions.

I contacted Fortegra immediately to file a claim under our service contract. Our claim number with Fortegra was #207****.

We email back and forth, they requested pictures of the damage, which I provided. On March 12, Fortegra denied our claim stating;

Thank you for submitting your pictures. We have further reviewed your claim, unfortunately, dye transfer or other stains are not covered under your service contract. This policy only covers specific stains.

If you have further questions, please review your contract for more details, specifically the "What is Not Covered" section. Based on the contract, we are unable to approve this claim. We apologize for the inconvenience.

I then contacted Rooms to Go at their email address tellus@***.com and opened a service ticket with them. (Ticket #366382) I detailed with them the issue with the cushions.

They sent a service representative to my house on the 22nd of March. He examined the cushions, took pictures, and agreed with our estimation that the teak had stained the cushions. He indicated that he would submit a recommendation that the cushions be replaced.

After about a week, I contacted RTG at their email and asked for an update to our claim. After several emails back and forth, they have denied the claim, referring us back to Fortegra.

Their response as follows;

Thank you for your response. As we understand your concerns, we are unable to set an exchange on the cushions as we stated previously this is not covered under our one-year Rooms To Go service contract. We can only suggest contacting Fortegra to dispute the decision of your claim results or we may place the paid part order for the cushions. We are truly sorry for any frustrations this may have caused.

Please do not hesitate to contact us back should you have any further questions.

This furniture is less than 90 days old. The damage to the cushions was not caused by mishandling or misuse. This is a manufacturer defect.

We are not asking for anything unreasonable, just to make it right. I should not be required to pay for a resolution to this problem.

Please contact ASAP with a response.