Below is my email exchange with the BBB.org about their deceptive rating of Rooms To Go Furniture. They refused to acknowledge that their rating is wrong or invalid for this company.
BEWARE!
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FINAL RESPONSE FROM BBB.org
XXXXX, again there are more than one factor in the ratings scale.It is a combination of things that make up the outcome. I do not personally make these decisions, it is handled as a whole with our Council.
If you would like to discuss this further, you can contact Todd Eikenberry at 727-535-5609 ext 3304.
Sincerely,
Rhonda Eakins
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IKEA is number 2 in the country - A+ rating. 30 complaints.
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Ms Eakins:
Currently Rooms To Go is the 3rd largest furniture store in the country. Ashley Furniture is number one. However, Ashley is an A- company with 351 complaints on BBB.org. Yet RTG is an A+ with over 2000?
Again, how can you justify that?
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Mr. G****, I received your comments regarding the rating for RTG and that you do no feel it is fair due to the volume of complaints they have. Please understand there are multiple factors that go into ratings for our accredited companies and one of them is with the size of the company. I understand RTG has a volume of complaints but compared to the volume of business it does not alter their rating.
Sincerely,
Rhonda Eakins, Mediation Specialist
Better Business Bureau Serving West Florida
2655 McCormick Dr
Clearwater, FL 33759
p: 727-535-5609 x3302
f: 727-539-6301
reakins@bbbwestflorida.org
bbb.org Start With Trust®
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Ms Eakins:
I understand that at some point you need to close this complaint. By reading the other many complaints against Rooms To Go, I figured that this would just be another one of those complaints that are closed with the disposition of "Close but customer still unsatisfied".
I value the work you do to mediate these issues.
However, I find it odd that Rooms to Go has - to date - 2300 + complaints, over 300 resolved without customer satisfaction, yet continues to maintain an A+ rating. How is this possible?
Again, I value your help. However, how can you continue to rate a company like this so highly when it is obvious there is a serious issue here. Why are there so many issues with this company, yet you as an organization continues to rank them so highly. Or are there other behind the scenes issues in your relationship with this company that causes you to rate a company with so many complaints so highly?
Doesn't this in effect, nullify your rating system?
I believe so.
I purchased my dining room instead at (((REDACTED))). They delivered the next day, and the product and service was fantastic.
I have over the years used you to research companies before making purchases.
Explain to me why I would continue to do so when your rating system compared to the number of complaints and unsatisfied customers does not make sense?
Sincerely,
------ Original Message ------
Sent: 10/22/2014 2:03:17 PM
Subject: BBB Complaint Case# 67294102 (Ref#1-11000837-67294102-21-8000)
Complaint ID#: 67294102
Business Name: Rooms To Go
As you are aware, BBB has been pursuing the mediation of your complaint. You have indicated that you are not satisfied with the business's response to your issues, and the dispute appears to be at an impasse.
Our goal is to successfully bring businesses and customers together to resolve their disputes. We rely on the voluntary self-regulatory power of businesses to achieve this. In many cases, a satisfactory resolution is achieved.
Unfortunately, we have been unable to resolve the dispute to your satisfaction, and BBB can no longer pursue the matter.
Your complaint has been closed and will be reported to the public reflective of your dissatisfaction with the business. A business's complaint record influences the BBB Business Review given to people looking for information about the business.
Thank you for giving your BBB the opportunity to serve you.
Sincerely,
Rhonda Eakins
Trade Practice Specialist