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Lawrence of Clearwater FL (07/18/08)
On June 19th 2008 We purchased a leather couch, loveseat and recliner. On the day of receiving it we found the couch voids in the leather and the loveseat leg was broken A week later service came out and fixed it.A few days later we noticed some black plastic below the recliner. The floor guide was broken.I turned the recliner over placed a floor pad on it, while doing this I noticed that the crooss frame board was broken. The dowl pins wwere not glued in the base board. To avoid waiting for ROOMS To Go service to come out and fix it I repaired it myself.
On July 18th 2008 my end tables and sofa table was finally delivered after waiting thirty days. After drivers left we discovered that they did not deliver the end table base, and sent us a cocktale table base which we did'nt order. Called customer service and they there could'nt be an exchange until the following week. We called the store and talked to the manager Mike he said the best he could do would be Aug 11th I told him this was not good we've been tring to put our house back in order after remodeling after the last two months, I told Mike that I would take the floor sample from the store So I could put my home back in order.At this point in time I don't think I will do business with Rooms To Go in the future.
Carol of Sarasota FL (07/08/08)
I just want to thank you all for reporting your experiences. I just purchased a 4400 sq ft home and will be shopping next week. I thought I'd go to RTG because the website looked like they had a good selection. I will not set foot in that store now. Too bad for them. I need a house full of stuff.
Pamela of North Plainfield NJ (07/07/08)
I call them to report that I had bed bugs in my mattress. I was told that all mattress with the exception of foam mattress have bed bugs in them. I dicovered this issue when I went to turn my mattress around because it was wearing down on one side.
Judith of Debary FL (07/02/08)
Purchased this furniture at Rooms to Go Outlet, Altamonte Springs, FL. Advertised as leather. It was damaged but easily fixable. Lo and behold, when I took damaged cushion to be repaired, I was informed that it was NOT leather but a polyester.
They ignored my correspondence period; among my request, repair of cushion since it was NOT leather.
Holly of Pearl River LA (06/27/08)
I purchased a whole house of furniture due to a house fire in 2007 and had the furniture delivered in febuary of 2008. I recieved my furniture and was shocked to see that several pieces was broken or missing. example: china cabinet missing shelves... night stand had a hole staight threw the draw....kitchen table chairs falling apart and thats not all. Customer service has resolved and replaced some of my items. today is 6-25-08 My Kitchen chairs has been replaced once and a service tech has came out several times to repair them by tighting the legs with screws at this moment I have 3 chairs that are broken if someone sat in them they could get hurt because the screws arn't holding and the legs are loose. I have stress tares in my leather living room furniture. On 6-21-08 I spoked to Mr Rick O'connor he was the rudiest man I have ever spoke to in my life. he asked me the item number for my chairs I explained I didn't know the item number he should have that information he said Mam Do you want me to help you are not? I couldn't believe I was being treated like this from a manager so I called customert serice and spoke to angela she promised me Mr Tat Janke would call in by end of the day. Of Course no one called.So on 6-24-08 I called customer service again and talked Pat she promises to have and nother superviser return my call she refused to give me her last name or his name. The service tech is schuduled to come out 7-13 for the forth time to put more screws in my chairs. I thought I was buying good quality furniture from good business people. At this point Iam forwarding this to EVERYONE I have spoken to or dealt with in regards to my furniture and also to a attorney. At this point I was like a new kitchen table and chairs and new living room furniture or my money back.
Cindy of Austin TX (06/23/08)
Purchased living room furniture from Rooms To G0 upon delivery the sofa, loveseat and end table were damaged beyond repair. Replacement order made new furniture was delivered; however, sofa and loveseat still damaged. Call placed to customer service to replace. I was informed that the style was discontinued and I had 30 days to return to the store to pick out something else. I had spent several weeks trying to find a living room set. I picked the set at RTG because it was the style I was looking for.....I found nothing else there I liked.
She advised me that I had no other options. Either I keep the broken furniture or pick something else out. According to the the contract (which gives you only 48 hrs to break and this includes weekend days, which they are closed) you are pretty much locked into it. I did not see anything else I liked and I will not settle on paying for something I don't like.
I think that if RTG's contract is look at closely there is room for a class action suit. # 1 they give you 48 hrs to break. # 2 they charge a delivery fee on EVERY SET you order, ie: bedroom set and dining room set. You will pay a $109 delivery fee for each set even if it is delivered on the same truck the same day! They charge you over $100 for some protection and don't give you the option. Every piece of furniture delivery to me was not in showroom condition. Customer Service would only keep reading the contract. I demanded that they come and pickup the furniture but they refused.
Shirley of Union City GA (06/08/08)
First of all I had received damaged furniture from Rooms To Go Morrow, GA. Then I ended up having on five seperate occassions five different dinning tables delivered to and left at my home, because each table was damaged or broken and I had to wait a good while before each table was redelivered. The last dinning table that was delivered was left at my home and no new undamaged table was ever redelivered. Rooms To Go did not want to make good on the dinning table. I am now making payments on a table that is broken and cost around $1,200.00 dollars.
Then I get a bill from Rooms To Go and that bill was nmot correct. The bill had furniture on it that I did not purchase or arthorize the purchase of. Originally I purchased one dinning table with six chairs, a entertainment center, and a queen bed from the Rooms To Go, Morrow, GA. And all that furniture was delivered to my home in Union City, GA. But the table was damaged and broken.
I had went to the Rooms To Go Forest Park, GA cleareance center to purchase one buffet server table to go with my new dinning table. This is the only item that I purchased at this Rooms To Go. And the customer service there was very bad that day. This buffet server table I picked up and carried with me it was not delivered. But when I got a bill from Rooms To Go and Citi Finincial I was being charged for furniture I did not purchase or authorize the purchase of. It took six months to straighten out the charges with both citi financial and Rooms To Go. Then while I was trying to straighten out this problem, I get charged with finance charges and there was supposed to had been no finance charges for at least three years. I really thougt the bill mix up and me being charged for furniture I did not purchase was a mistake.
But come to find out an employee at the Forest Park, GA Rooms To Go Clearance Center had forged my name on papers and put a fake address down and picked up furniture I never even seen let alone purchased. This employee was just prosecuted for this crime. But from what I understand this employee had a criminal history already when Rooms To Go hired this person to work with customers' personal information.
I was very upset when Rooms To Go delivered me expensive broken furniture and did not make good on it and to bring five different tables to my home and leave them there broken. I had to serve Holiday dinners, and birthday dinners on broken tables. And then when I tried to fix the problem with my bill it was like the customer service thought I was lying about not purchasing the extra furniture that I did not buy or never seen for that matter. It took at least a good six months to fix this problem and I do not have a lot of time to sit and call customer sevice to get furniture that's not broken and to get charges taken off my bill that I never authorized to begin with.
Then I had to deal with a court case on top of everything else to prosecute a Rooms To Go employee for fraud committed against me by this employee. I went through a mental anguish and stress of trying to fix this problem and the stress of having to deal with a court case and the time this took away from me to deal with this problem.
Marilyn of Madison TN (05/20/08)
I purchased a dining room set from Rhodes with a 5-year warranty. They have gone out of business at the Nashville, Tn location and I call RTG and they gave me a number to call 7 fax my copies, that has been over 5 month a go.
2legs feel off the, a repair persom from Memphis came and got the leg 2 years ago. So I have 2 broken down chair and the top part of the frame for the table is falling apart.
Marilyn of Hollywood FL (05/17/08)
originally purchased sofa, loveseat, chair, end tables, lamps and cocktail table. within a few months the sofa and loveseat cushions were flat. they came out and stuffed more (batting I call it) foam (their term). Had to come back and stuff it again. Finally sent 3 or 4 new cushions.
Same thing happened. Told them it was junk and wanted my money back. Said they couldn't and gave me a store credit. Went and picked out a different set and guess what?, the same thing.
That set was just as bad, sent pictures to their corp. office (as I did with the other 2 sets)they said the only one who could help me was the store manager. He claimed normal wear and tear. I'm 69 years old, weigh 128 lbs, my boyfriend weighs 160 lbs. So, who can help me, if customer service has no authority and the store manager has no authority either?
In short, I get sick looking at this junk, spent a lot of money to paint walls and purchase an area rug to go with the original set, had to buy a different area rug to go with the second set and now I have green walls and an area rug that does not go at all with taupe furniture. I'm seriously thinking of taking this furniture to the front of their store, sitting on it with a sign saying Rooms To Go sells JUNK.
I cannot get comfortable on this furniture, the cushions slip forward so I have to keep adjusting. Spent over $1000.00 to paint the walls to match the original set and another $800. for a new area rug to match the 2nd set. I can't afford to re-paint and buy another rug to go with this JUNK. I just want my money back.
Shirley of Port Orange FL (05/10/08)
purchased a bedroom set,with mattress.first mattress was hard like a brick,had replaced,new mattress is so lumpy,and sinks in in middle when laid upon.I have missed work,wake up all through night with back pain,put a board underneath to try to alleviate discomfort ,this all in a matter of 3 months of purchasing.Its not me,i now sleep in another bedroom,away from husband ,some purchase huh?
I suffer from constant back pain,whenever product is used,lose sleep everynight product is used.Im making payments on a product that is garbage.
Employee of Round TX (05/07/08)
We sell furniture and it is made of wood and glue.Things happen during delivery. We deliver faster and on time more than anyone in the business.We are not out to take advantage or decieve anyone but the public needs to be aware of the facts of buying furniture. Rooms to go made it easy to buy and get delivery within days not weeks or months as Rhodes and Haverty's and a lot of other stores still sell. We are a high volume company and our return rate is less than 3%. People that have a bad experience with us, I am sorry. I also know that there are people that just want ot complain about anything in life. This is the real world and life is not perfect and if it is I want to life in your world.
Ellen of The Villages FL (05/05/08)
Bought a leather couch 2 1/2 years ago. It has two recliner seats with a middle pull down for drinks and a vibrator button for each recliner. The seats in the recliners have become so flat and uncomfortable that you feel the metal frame when you sit. Is there any recourse to rectify this problem? We paid good money for this furniture. We also bought two other chairs for our family room that were fine, but the couch is the big problem.
Ming of Cumming GA (05/01/08)
I got my furniture delivered on 04/30/08 the dresser was defective i called cc and spoke to sunday she was rude and nasty did not allow me to speak,about this dangerous dresser because i have 2 babies. Rooms to go left the dresser with little and no screws standin up on top of my dresser. i told sunday that i want the furniture out of my house and she refuse to make arrangement to come and take it back she said that is a dellivery issue and not hers // do not shop at rooms to go. She went on to say i can do what ever i want to do
dresser dellivered with wrong size screws to hold mirror cindy crawford bed set
Jose of Greenacres FL (04/30/08)
In July of 2007 we bought a leather couch, loveseat and oversized chair. As time went on the cushions on the couch and the loveseat kept getting flatter and flatter. Then the right arm on the couch has sunk. We fixed the cushions ourselves by stuffing them with pillow filler, and still they are getting flat. The arm we cannot fix. We had two people from Rooms To Go out here and the first one said there was definitely something wrong with the two pcs. that he would send someone out from Quality Control. The person came out from quality control and showed me how to puff up the pillow so it wouldn't be flat. (this was before we stuffed them ourselves).
In January I spoke to Rochelle at Custome Service and she said neither person thought there was anything wrong with the couch (which obviously wasn't true) I then called Dan at the showroom on Okeechobee Blvd he told me to take a photo and bring it in. I tried to take a photo, but it is a black couch and the defects just didn't show up. My warranty is up in July and after that they won't do anything.
I tried to call repeatedly but line is always busy, so today I decided maybe I could reach [them] online. I am hoping [they] can help us because this set was over $1800 and it is not even a year old and when it was just 6 months old was in terrible shape. We don't have young children, our children don't live with us they are grown, it is just my husband and myself. I assure you we did nothing to damage the couch. Please help... Thank you,
We have couches we purchased for over $1800 where you cannot sit on one side of the couch comfortably because the arm in sinking into the couch.
Cindy of Prattville AL (04/28/08)
I bought a bedroom suit from Rooms To Go that was to be delivered on 11/14/06. When the truck arrived, I had a partial delivery because of damage to the furniture. When I got the dresser, it looked defected so I sent it back and kept the mirror.When the other dresser arrived, in the process of moving the mirror the mover damaged it. So they sent out a service repairman to patch it. In the process of patching the mirror, which was a poor job, he laid something on the dresser that leaked out and marred the dresser, tried to polish it out, with no success. He told me to call customer service to see about what could be done. I did, immediately. They would get back with me. Told them to call me on my cell. Never heard from them.
I have a hectic lifestyle with 3 sons...so after covering up the spot, forgot about it. Time went on and I was getting ready to pay them off and realized that we still had an unsolved issue so I called again about the same issue and they said they would call back that day or the next. Never heard from them. When I finally got the issue settled it turns out that there is nothing they can do because the warranty has expired. Still waiting to hear from someone in management. I have to pay them off before May 1st.
Dresser was marred by service repairman.
Heather of Naples FL (04/27/08)
I bought a couch & loveseat in Jan.2008, I sat on the loveseat and something snapped. I called customer service & they sent someone out to checkit out& he thought it was just a piece of foam until he turned it over and checked under it & found a broken piece of wood. He told me that he could not fix it & would report it.
I get a call the next day & they told me that they would not fix it or replace it because it was do to abuse. I live by myself with two small dogs, which are not allowed on it. I do not think this is right, they should stand by there product. I am not a happy customer. It was the first time that I have ever been there & it will be my last & I will let people know not to buy anything from them. My sales person is Sam Deangelis, at above address. I wonder if Cindy Crawford would like to hear how her employees treat her customers.
Loveseat is broken on right side & economics is that I can not afford to buy anything else as my husband passed away in Dec. of 2007 & I have my income & nothing else.
Melissa of Holbrook NY (04/22/08)
I bought a couch online for approx 1300 and th ecouch is defective and they will not fix it or replace it
it is very uncomfortable ... and i wasted a lot of money on a piece of furniture that should be fixed
Terri of Apopka FL (03/05/08)
My husband and I purchased a sofa, 2 chairs, ottoman, coffee table and 2 pictures in December 2005. We purchased the 4 year warranty after being told a wrecking ball can hit your furniture and you will be covered. This January, after only 2 years and 1 month, our sofa frame broke, our ottoman frame broke, our coffee table broke and the chair's seat springs have gone off-center creating a cushion that is wearing out faster on one side than the other. We pulled out our warranty and find that the coffee table is not even on the list of covered furniture. (Our fault for not noticing).
Rooms to Go has sent out 3 technicians with their tool boxes to try to band-aid furniture that needs surgery. We told them it was completely unacceptable and hoped that we would get some sort of positive response. The response we received was, we understand that you have refused our service. My husband told the so called customer service person that the only thing we have refused is substandard workmanship! They are now coming out to pick up our furniture and keep for over 2 weeks at which time we will have an empty living room, no seating and have to wonder what they are actually fixing or repairing. Our trust level with these people is down to nothing. This whole experience has been nothing short of a nightmare. Rooms to Go personnel, we are convinced, are trained to wear you down until one just wants to give up and suffer the loss. We will absolutely not recommend Rooms to Go and will most likely campaign the rest of our lives to sway people from entering their doors.
Each and every time that Rooms to Go sent these so called technicians out to our house, they were supposed to phone ahead so that we could meet them. (3 miles away) They did not even have the courtesy to do what they promised, which was to call. There was always an excuse. Valuable work time has been missed and much frustration could have been avoided with a simple phone call.
Amy of Reidsville NC (03/04/08)
Last year in February I purchased a Living Room suit with the cocktail ottoman from Rooms to Go. In March of last year, the ottoman was already coming apart at the seams. It took a month for Rooms to Go to replace it. In December of 2007 I noticed that this ottoman was coming apart at the seams as well. I contacted Rooms to Go, and they sent a technician to view the ottoman. This is crazy that two ottomans have done the same exact thing. Now they are ordering a new casing after I had to contact them again. The technician came out February 27, and now here it is March 4; and they have just ordered the part today. This is unacceptable. The technician told my husband that he would be in contact with us soon, but I am the one who had to initiate the contact.
This is wasting my time. Rooms to Go coming out to my house all the time is unacceptable.
Jim of Knoxville TN (02/25/08)
I purchased a dining table and 4 chairs. After 3 attempts of trying to deliver acceptable furniture, I demanded a complete refund. Store mgr. would not return my phone calls, regional mgr would not return calls, corporate would not return calls. Store mgr screwed up two more attempts to salvage a delivery. I have spent at least 35 man hours dealing with the,. I called BBB and I hope I resolve this soon.
Lost 35 hours of my valuable time dealing with Rooms To Go. Still have no resolve. Am taking full page ad out in Saturdays daily newspaper to worn people about companies like this.
Donna of Zephyrhills FL (02/14/08)
In September, I purchased the Phoenix leather sofa, chair, ottoman along with a coffee table, and two end tables. Before making this purchase, I had visited several other stores and took months to make my final decision on this particular set. Because I have children and a cat (front paws declawed), I expressed a concern about purchasing leather. I was told by the salesman that cats hate the leather and wouldn't even go on this furniture (WRONG) and the leather was very durable (REALLY WRONG). DO NOT BUY THIS FURNITURE. It scratches unbelievably easy and in just 5 months, has 3 visible holes, the leather is so soft and thin. Really, really poor quality. I paid almost $3,000 and it's not even paid for yet and I feel as though I completely wasted my money. I will NEVER shop for furniture at RTG again. The furniture is of such poor quality
The Phoenix leather set is for show, not for actually using, as it damages and scratches/tears very easily....
Morton of Coconut Creek FL (02/08/08)
We are two elderly people (my husband is 90 years old!) and purchased a loveseat and recliner from ROOMS TO GO 4 months ago. The recliner already has a sagging seat. I called the company and they sent out someone to look at it. He had a young fellow with him and when they turned the chair over the older guy said to the young man, "well, we could put some foam in there." I replied that this was almost a brand new chair and I didn't want foam put in there. I wanted to replace this with something else in the store. When the person called me from the store to report what the Technician had said, she stated that nothing was wrong with the seat. It was normal wear and tear. WHAT? NORMAL WEAR AND TEAR AFTER ONLY A FEW MONTHS? I insisted upon having a second opinion. The second guy came out and told us straight out that we may as well forget it - RTG would do nothing about it. I got a second call from the store rep and was told there was nothing wrong with the arms. Are they kidding? ARMS? Who said anything about arms? Where do they get these Techs who will lie for the Company? Well, I guess the only recourse we have is to bad mouth Rooms To Go to everyone we know!! We will never enter their doors again.
Autumn of Suwanee GA (01/31/08)
I bought leather furniture April 2006. Now the leather is turning back to the original color. When I called to see if someone would help me, she told me no. I asked her if my only option was to protest Rooms to Go and she said she didn't care.
Leather Furniture is losing the dye color. No one will help me.
Tracy of Gautier MS (01/25/08)
I bought a sofa in October 2006 after a divorce. Two months later (Feb.2007) the back of sofa popped open. The stapled wooden slats came loose and made the stapled fabric come loose also. I called the service center. 2 weeks later they sent a service man out to staple it back together. The service man said they never put enough staples in it to start with. I can't believe they didn't use screws on this. December 2007 it all popped open again. It is important to know that I live alone and am the only person that sits on the couch on occassion. I called service center and was told they are backed up with christmas sales and could not send anyone out until after the new year.
I called back today, 1/25/2008. I have not sat on my couch for 2 months. They told me the warranty is now expired. The rep was extremely rude when I told her that I was told to call back after the new year and they would take care of me. She said she didn't care what they said, my warranty expired. I explained it is an existing problem that they knew about and fixed once. She repeated the warranty expired. I asked for a supervisor. She put me on hold for a few minutes and came back to say they do not have a supervisor on duty. It is Friday at 1:45 central time. But she said she talked to the service department and they said the warranty is out and that is final! I told her I need the corporate office number or location. And I would be filing a complaint. She said good luck with your complaint. THEN SHE HUNG UP ON ME.
Shameka of Hill GA (12/31/07)
I purchased a sofa and loveseat from Rooms To Go in Oct, 2006. A few months later the springs started to come through the loveseat. They came out and offered to repair it, but I declined and wanted a new sofa. After numerous complaints and phone calls, the loveseat was replaced. A few months later I noticed the seam coming apart in the sofa. I called about that and they sent a technician out and he stated he could re-sew it and I expressed that I did not wish to have it sewed, I needed it replaced because I have not even had it for 1 year and it's coming apart, it's defective. He told me he would send in the ticket. Needless to say I got a phone call from corporate stating they would not replace it but repair it and my warranty is void because I moved and that caused the seam to unravel. How absurd is that? I am highly upset because I spent my hard earned money and no one at Rooms To Go seems to care. At first when you are a potential buyer they are really nice and act all concerned about you, then once a probem arrives they give you the runaround. I would like a full refund if they are not going to replace my furniture and I can take my business elsewhere!
Debora of Allen TX (12/30/07)
I purchased a Bistro Table with four chairs. It has a laminate wood look. I noticed that the finish was coming up on the table top. I was one month outside of the warranty. I called customer service and got a real runaround. They finally sent someone out and they filed a report that it was water damage caused by the customer (me). It is plainly a manufacturing defect. I have barely used the table. It is only the two of us (empty nest).
I then called customer service and demanded that I speak with a supervisor. After three people said they were superivors and were not, they said they would send out a supervisor. When the supervisor showed up he failed to have any ID that proved who he was. He then began to explain how delicate the laminate table top is and that any water left on the surface will cause damage. He then said that it was not water damage. He did file a report saying it was customer damage. My husband, who minored in Plastics at San Jose State University, politely listened to the customer service supervisor explain totally incorrect information regarding a laminate table top. When I asked this man why would a person purchase a laminate table top, he replied It is cheaper. This is also totally incorrect. I requested that he look around my home and see if I really needed to purchase something cheap. When I called Rooms To Go customer service to request a copy of the report, they refused to give me a copy. They said someone would call me, but no one did. I paid $1,000.00 for the set and it failed to hold up for more than one full year. Rooms To Go does not stand behind their products.
I now have paid $1,000.00 for a set that I must replace. With the exception of the finish coming off the table top, the set looks brand new. I owned another table set for 20 years with a laminate top. We turned it over to our 25 year son. The top is in perfect condition. I was told by two representatives that any water or mositure left on a laminate top will do permanante damage to the table top. This is ridiculous.
Peter of Lake Worth FL (12/23/07)
I ordered a bedroom set, and my 9 drawer chest came with a scratch. I called customer service, and someone came to my house and covered it with a pen like covering. The scratch was still visible, so I called again. Customer service was rude to me and told me to wait 3-5 business days for a report. I called 5 days later and had to wait another week for another tech to come to my house. All I wanted was a new drawer for the chest, and the customer service rep told me it was Rooms to Go's decision if they wanted to replace it.
When I received the rest of my bedroom set the dresser also came with a scratch; so,I requested a new one on the spot. I called customer service to see when I would receive my new dresser; the rep was also rude to me and asked me if I wanted to get it repaired. Of course I said NO. I purchased this furniture at full price--not at a discount price as if I were to purchase it at an outlet store--so I expected it in new condition. I also purchased a sectional sofa and part of the leather is already peeling, and it sounds like there is a broken spring.
I've been purchasing from Rooms to go since 1999, and this is the last purchase I will ever make from this company.
Katerin of Butler PA (12/22/07)
I purchased a love seat and a sofa from Rooms To Go in July 2007. Everything was good until a few weeks later I notice that every time we sat on them, the cushions were getting flat and out of shape. By the time the love seat and the sofa were about two months old, they looked like they were years old and had been through hell. I contacted Rooms To Go and they sent someone to check them out. They sent new cushions, but a few weeks later I started to have the same problem. I contacted them again; and again they sent someone to check them out only this time they told me that they were sorry but there is nothing they can do--that there was no problem with the furniture and was normal wear, the cushions were just soft, and it was a customer preference.
After I complained and argued that it could not be normal wear or preference because I only had the furniture for less than 6 months and I called them with the problem within 3 months--again she apologized and offered me to reselect a new set, but that I had to pay the $400 dollars for delivery for the new set. I though it was crazy because it was not my fault. We argued for awhile, and all she kept telling me was: I am sorry but that's all we can do for you. Well she did recommend to go a craft store or go to Walmart and buy some stuffing to try to fix the problem, and that would be less expensive. I gave up and just hanged up the phone because I was getting nowhere.
I made the purchase on July 2007 and it is only December 2007. Now I am stuck with a sofa and a love seat that will need to be replaced within a year. I made the purchase on credit with them, and by the time I finish paying for the furniture I am going to need to buy a new set.
Ramon of Austin TX (12/19/07)
I purchased $9000 in furniture from ROOMS TO GO. I had ordered a dining room set with 8 chairs and a china buffet. Upon delivery of the furniture, the drivers decided to return the china buffet because it was damaged. Five days later, I'm looking at the surface of the dining table and notice file marks on the top of the table. I went to the store and spoke with the salesman and explained what had happened. We then went and look at the table on the showroom floor and there also file marks on it. The salesperson was embarrased and went and spoke with the manager. After 10 minutes he returned and explained that the marks were distressed marks to make the furniture look older so that if a kid would nick it later that it would not be noticeable. I explained to him that I have no kids and had no of buying damaged furniture. He explained that all of their tables would have have the same file marks and could not issue a refund. I reminded him that when he sold me the furniture that I was an attorney. Looking forward to filing a Deceptive Trade Practices Act Claim against this company so that they won't pull this on anyone else.
Had to replace the dining room set at another store and have just sent a formal demand to their regional manager before filing a lawsuit. Purchased a new home before Christmas and had thought I was buying NEW furniture and was embarrased to not be able to entertain as I had to place the damaged table in storage.
Paul of Tampa FL (12/09/07)
First off we were given a quote on a bedroom set and they ran my credit for the 0% interest deal I was told that they needed more info to approve me so I was given the number to call myself and set up with tidewater credit service. I was approved over the phone and returned to store 3 days later to find out my quote expired and the price had gone up. A little anoyed I still went through with the deal, while finalizing paperwork I was told I only qualified for 90 days 0% intrest not the 18 months I applied for.
I already had my new place and made arangments to donate my old bedroom set so I felt trapped and followed through.delivery was set for between 8 and 11 am and they didnt show up untill 7pm, they delivered a dresser with a broken leg and put the bed together without the wood slats I payed for because the guy told me they were useless and they never use them. the new dresser came 2 weeks later. I paid $2500 for the bedroom set and the bed is a poorly built piece of junk that is very unstable. I will never consider doing business with them again.
Lazaro of new orleans LA (12/07/07)
This company seems to be the worst company in all USA history. The Costumer Service answers and says: Could you wait just a second...? When you realize they are not there anymore, you have to call again. The manager is a ghost. He hasn't been there anytime. NEVER. He has never called back. We are tired of calling for 3 months, and we still have the problem. We returned the furniture because it was damaged, and the credit card company is still asking for the money. We don't have the furniture, and Rooms To Go said that they canceled everything.
Be care full with Rooms To Go. If you have a problem with them the Costumer Service says that for Company's Politics they can't tell you the manager's name or pass your call to him. It is incredible that Rooms To Go on Veterans in New Orleans doesn't have a manager or the store doesn't have a manager in the region. We are having serious problems with that store. My credit history is affected because Rooms to Go doesn't do their job in the correct way. Thisis the first time I have had this kind of problem in a store. I only can say: The Worst!
Sheila of Stony Point NC (12/07/07)
I purchased a Sectional from Rooms to go in Dec. '04. The thread work is already coming apart. I thought this was due to normal wear and tear, but I was wrong. I then purchased a Cherry Sleigh Bedroom suite in Aug. '06, and from the very first day the drawers on the chest were very hard to open. I contacted Rooms to Go, and they said that I should rub wax on the inside of the drawers. I did this; it did not help the problem. I finally had to take the drawers completely out in order to use the chest. All of the hardware comes off anytime you pull on the knobs. The cherry finish will scratch and go straight to the bare wood with the slightest touch. I would not recommend for anyone to buy furniture from Rooms to Go, and I will never buy from them again!
I paid $1,500 for the sectional, and I will have to replace it soon because the foam inside the cushions is starting to come through were the threads are coming out. I will also have to just trash the bedroom suite; I don't see anyone wanting to purchase this piece of junk. I paid $3,500 for the complete Cherry Sleigh Bedroom Suite. So in total I am out around $5,000!
Kevin of Parrish, FL (12/04/07)
We purchased almost $10,000 worth of leather furniture from Rooms to Go in Feb, 2006. Approximately 16 months after purchase, we noticed that the seams on the cushions of the sofa and love seat are worn and the stuffing is coming through. Also, the chair has bottomed out and is very uncomfortable to sit in.
My wife called customer service and was told its out of warranty, and there was nothing they could do. She insisted on speaking to a supervisor and was told one would call her back. A week later no supervisor had called.
I went to the store and spoke to the sales rep who sold me the furniture. He agreed the furniture should last longer than 16 months and promised to have CS call me. I spoke to three more people and each time was told, "There's nothing we can do, it's out of warranty."
When I told the rep I would never buy furniture there again, she just smugly said, "That's your choice. Have a nice day".
Genevieve of Greensboro NC (10/17/07)
I bought a queen sleeper sofa and recliner at Rooms to Go in July, 2004 and the wood in the sofa arms is broken. I called customer service with the complaint and was told that the warranty has expired, and they cannot sent a technician to change or replace it. It was a no-interest for four years and monthly payments. The offer expires in January of 2008 and the sofa is useless to me now. I paid a total of $1,658 for this furniture and paid them off in early 2007.
Kim of Saint Petersburg FL (09/22/07)
In August 2007 I purchased a red microfiber sofa and chair from Rooms to Go. Within the first week my son left a little bit of drool on the sofa. I immediately cleaned the sofa with a white clean rag barely dampened with water only. I looked down to find the rag that was once white now the same color as the couch. I immediately called customer service who scheduled a rep to come out. The field rep that came to my house to investigate informed me that it was bleeding because I had used water. I was horrified that I could possibly be the culprit as i had waited 15 years to purchase a new couch. I immediately drove to the rooms to go store to pick up their special solvent based furniture cleaner which they offered to me for that purpose. The store rep I spoke with informed me that the field rep was absolutely wrong, that water was just fine to use for cleaning. I could also use the solvent based cleaner if I chose. I went home frustrated that 2 different reps had told me completely different stories. After proceeding to clean the couch with the solvent based cleaner it again turned my white rag crimson. The dye was bleeding from the couch regardless of the cleaner I used.
Shortly there after, I received a call from Rooms to Go that they were going to replace my couch. Then, a few days later, customer service calls me to inform me that all the red couches of that manufacturer in their warehouse bled and there was no sense in replacing mine with a new one as it would bleed dye as well. the customer service rep then went on to inform me that they had previously RECALLED that manufacturers couch for the same problems. The manufacturer informed RTG that they had solved the problem and RTG decided to carry the line again. Shortly after making that decision, the complaints again began to roll in.
The store salesman claims that the company informed him of none of these complaints.
To this day RTG continues to show and sell the crimson couch of this line.
Carol of Chalmette LA (04/10/07)
My problem is with a dual massaging and reclining sofa (the chair and table I purchased are fine). The store did not have an electrical outlet to where I could test the sofa's operation before I purchased it. My salesperson Kelvin Spencer told me when the furniture arrived at my home if it did not operate I could contact him for repair or return.
Of course now that it's purchased and in my home and not operational, Dennis LeBlanc is refuting what my salesperson Kelvin said and is adamant that this is a final sale with no repairs being available. I don't think it is unreasonable for RTG to send a repair person to my house and get this new sofa operational (I am also willing to return the sofa for a credit to my American Express). I obviously would not knowingly buy a broken sofa and since the store did not have an electrical outlet for me to test it on it was reasonable to me that Kelvin offered the return repair provision.
We are rebuilding after Katrina and I have a whole house of furniture to purchase which will be no small sum of money. I can be sure none of our money will be spent at RTG if this situation is not handled as promised by Kelvin. I am pursuing this matter with Better Business Bureau and American Express.
Rooms To Go has to go!
Margaret of Big Foot TX (03/30/07)
We purchased around $8,000.00 dollars worth of furniture. Right away our new table and chairs were not working. The chairs were coming apart. The screws would pop out at the strangest times and the bottoms of the legs of the chairs and table would come off and tear up my new floors. Then my daughter sat in one of the chairs and it broke and nearly fell with her baby in her arms. Then we had a board in one of the couches break.
We have been calling the customer service and have had 2 service techs out and they say they can't fix it .We bought the extended service and I wish we had not, it probably like the rest of the service, unacceptable.
Connie of Pleasant View, TN (02/24/07)
When the furniture came the two front legs of the sofa were broke off and one leg of the chair. They left them and said they would send someone out to make repairs. They said they did not come on weekends to repair, so I would have to take off work.
They did fix the legs but I noticed that the frame of the chair was busted. I give up - I will never shop there again.
John Galbraith of Sachse TX (02/19/07)
We bought 14 pieces of furniture....over $6000 worth. Six of these pieces were damaged on delivery and four were very poor quality. The leather chair was damaged and the armoire doors wouldn't shut.
I got a refund for some, but the replacement chairs were more damaged than original.
Delivery drivers were very rude and customer service was no help at all.
Karen of Tampa FL (01/23/07)
I purchased a leather sofa and loveseat from J.J. the sales person. She guaranteed me that the furniture was made by Natuzzi and was of superior quality. I asked that she print me out the information on the furniture I was purchasing and she said that they didn't have it on their system yet so she would print out something on a similar piece made by Natuzzi. I felt confident that I made a good choice.
I've had the furniture less than a month and I have already had the loveseat replaced once because the first piece had a rip in it. They were scheduled to bring out a new one this Friday. I just found this website and grew furious. I just called the store and threatened them with fraud and told them to come and get both of the pieces I purchased and give me a total refund. The sofa already looks bad. I can't imagine how it's going to look in a few more months. The manager did agree to pick it up and refund me. I think he knew by my tone that I would have gotten an attorney.
Rooms To go should not be in business misrepresenting things to make a sale. I wish a news station would do a sting on them and put them out of business.
Wanda of Mcdonough, GA (01/21/07)
I purchased a living room suite (reclining couch, reclining love set, coffe table, two end tables & an area rug) that was delivered on 4-11-06. Within two weeks the area rug still would not lay flat, even though I had purchased the backing. I called to report this and was told to "give it time". On 11/6 I noticed that my love seat was crooked. My husband made some adjustments and it looked better but called the CService anyway because I had bought the warrenty.
Around Thanksgiving, I noticed that the main couch had a dip in the middle. The frame appeared to be broken, was resting on the floor and you were unable to recline the set.
Robert of Largo FL (01/20/07)
We purchased a sofa and love seat from Rooms to go for $1200. After less then five months use my wife found it hurt her back sitting in the corners as they sag so much. We complained to Rooms to Go and after sending out two different inspectors who both stated our complaint was justified, the store called and told us it was just normal wear.
Lajeanne of Jacksonville FL (01/17/07)
I purchased a 6 chair and table dining room set from Rooms to Go in March 2005. I also purchased their stain guard program since my chairs has a light material cushion for $69. I paid a total of $1035 for the set and I paid for it in cash. I contacted RTG because two of my chairs had stains on them and also my arm chairs were damaged easily by pulling the chair under the table. The lacquer on the arms was scrapped back easily instead it being the same color throughout the wood. The arms look patchy.
They sent their representatives out to assess the damages and their rep agreed that the cushions and arms needed to be replaced. He placed the order for the items and they denied it. They told me this was customer damage and that is not covered. I argued with them that the furniture should be more durable than it is for the amount I paid for it and they need to live up to their stain guard guarantee that I paid for. They refused to do anything about it and I am very upset with their company. I purchased in March 2005 and by August 2005 my furniture looked terrible. I contacted them numerous times with no success. I have purchased almost my entire home furniture through them and this is how they treat their loyal customers. I will never buy from them again or refer anyone there.
I have a dining room set that I paid quite a bit for that is pure garbage. I work hard for my money and RTG has robbed me!!! Their customer service is rude and I still have a track record of everyone I spoke with. Sicilio C is out of Tampa who claims to be a supervisor but is rude as ever and should not be in customer service. I have never contacted a company before and had to argue with a rep like I did with him.
Steve of Gastonia, NC (01/05/07)
We bought two leather couches and an arm chair just two weeks ago. We spent almost $3,000 and also bought the additional warrenty.
After two weeks the cushions have collapsed. We can see clearly the furniture is not going to hold up. We called customer service and were treated rudley and told that we could not get our money back.
Wish we had found this site before we threw our money away. This is truley disposible furniture.
Amber of Summerville SC (12/06/06)
I bought a couch and loveseat along with in tables from Rooms to Go in 2004. About a year or so later I noticed that the seams in the couch were comming apart. I call customer service and they told me that it was only covered for 1 year. I spent 1800.00 on furniture that is worthless. I could have gone to Big Lots and bought better quality funiture of a fraction on the price. I did not want them to replace it, I justed wanted them to fix it. After only two years the seam coming apart should not have happened. It is clearly poor product.
Candace of Plano TX (11/14/06)
We purchased a leather sectional sofa from Rooms to Go July 2005. The sofa (made by Peoplounges) is peeling like skin after a sunburn in spite of my carefully following all care instructions. The company just doesn't care that it sold junk and did not respond to my concerns. I was basically told I was out of luck. I will not buy from them again, nor would I recommend them to others.
Krissy of Oviedo, FL (10/29/06)
When we were shopping for leather products all the leather companies said to buy Analine leather because it is dyed through completely. So, when we went into Rooms to Go, we told the sales rep that we wanted only Analine leather. The sales rep said that only their top-of-line leather furniture was Analine.
We purchased a leather couch, loveseat, chair & ottoman in November of 2003 for over $4,000 and we purchased a 3-year warranty on the furniture to cover any future problems and/or defects with the furniture. Not long after receiving the furniture, we noticed the color would literally come off if you wiped the furniture with a clean cloth and their specified cleaner/protectant. It's like the color was painted on with a cheap paint!
I called to complained and they fought me on it for about 6 months. Finally someone came out to see the chair and when he saw what was happening he said that it shouldn't, that something was wrong with the furniture. But, Rooms to Go did not want to take care of the problem even though the chair had a spot where all the tan color was gone.
After fighting with them, they replaced the chair but what is really upsetting is everyone that has seen our furniture said that there is NO way it is Analine leather. This furniture is new and it looks horrible.
Laura of San Antonio, TX (10/02/06)
I bought $10,000 worth of furniture. I had to take back a stool two times that broke with my daughter, who weighs under 40lbs, sitting on it. I finally got store credit.
Thirteen months later I decided to move my daughters room around, so a friend and I picked up her vanity and two of the legs fell off.
I asked RTG to fix them or replace it and was told my warranty was only good for one year.
Marilynn of Springhill, FL (09/05/06)
In March of 2006 I bought a leather sofa and loveseat from Rooms To Go. After a year and 3 months the couch has fallen apart.
They sent over a rep to inspect the couch, and he expressed the couch was unfixable, the wood came apart at the arm, and the bottom piece of the couch had fallen down. Rooms to Go said that there is nothing they can do.
I paid good money for this furniture. I think they make and sell inferior furniture and know they do not stand behind their furniture.
Tammy of Thomasville, NC (09/03/06)
We purchase a sofa, loveseat and chair for over $2000. We have had the set now for 3 years and it looks like we have had it for 20 years, no I take that back, my grandparents had the same living suit while I was growing up and when I was 20 their suit never looked as bad as ours now!
The main frame in the sofa broke in the middle. Rooms To Go came out and repaired it but they said it happened due to a knot. They reinforced the break with metal which is now sagging to the floor. The love seat has fallen apart, the seats fall or sink in, the side of the sofa is coming unstapled and the side arm is pulling away from the seat so there is a huge gap.
The chair is top heavy so if you sit towards the back you could tip over. The wooden supports that the sofas and chair sit on are turing outwards and not in place.
Rooms To Go would not repair new tears and broken pieces because we didn't purchase the extended warranty.
Julie of Orlando FL (09/02/06)
I purchased 3 rooms of furniture in 2002-2003 bedroom living room and dining room. Two years ago, the living room loveseat we purchased in 2003 started ripping badly. I took pictures of it and wrote a 4 page letter to the President of the company. I got a reply back from the head of customer service, basically saying I should have taken the extended warranty. I did. It only covered food and beverage spills. So, I deliberately poured red wine on the loveseat and and had them come out. They would not do anything about it because they said the rip voided the warranty. The coffee table has scratches all over it.
Oh, the delivery men delivered the wrong couch. They delivered the one with the bed in it instead of the dual recliner one. They told me to just keep it. I called the customer service line and they actually sent the correct one. My dining room table, the finish is completely gone from it, purchased in 2004 with a bakers rack, which I cannot open the drawers anymore because the knobs have come off. My couch, the middle cushion is gone. You go to sit down and hit your rear on a big piece of wood. Same with the armrests. You dont feel a cushion, you feel wood. Junk.
My bedroom furniture, my husbands chest of drawers, the top drawer, his underwear drawer, the staples are coming apart. We had a tech come out 3 times to replace one of the drawers because it wouldnt open or close. This furniture is junk and they do not care about their customers. I have wasted 5000.00 of my hard earned money on this disposable furniture. I remember growing up, we had the same couch for at least 15 years. I wish the quality was the same as back then. If I can say anything at all good about Rooms TO Go, they did replace my mattress 2 times before telling me that they wouldnt do it anymore and I would have to purchase a mattress cover.
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Michael of Flower Mound, TX (07/03/06)
I bought a sofa sectional for around $2000 in Feb of 2004. I am now searching for a new sofa, at another retailer, because of the extremely poor quality of the furniture that Rooms to Go sells. I have two sofas of which three of the arms have cracked and shattered wood frames. The frame bottoms on both sofas have cracked wood and the back on one is about to completely fall off.
I called twice in 2004 for repairs and they were never able to fix it or replace it. The customer service department told me to call a local furniture repair company and get it fixed because there is nothing that they can do to assist me.
Curtis of Pensacola, FL (06/25/06)
I purchased at Rooms To Go on 6/17/06 and spent $4321.40. The furniture was delivered on 6/24/06. The legs of the couches were noticiably scratched, one leg was on backwards. The decorative upholstery tacks were coming off {4 to be exact), the side of the chair was warped and bowing out.
I signed for delivery indicating on signature form that there were problems. I immediately called the store, even before the delivery drivers left my driveway and was told there was nothing I could do about this but to call the 1-800 number. I talked to a representative who stated they would replace my furniture the next Saturday.
I really do want to cancel this sale as it is not the quality that I thought it was and the service is shoddy.
Ela of Stuart, FL (06/12/06)
I bought a beige leather living room set in january of 2005 - a couch, loveseat, and a chair with an ottoman. Today is June 12th, 2006 and my whole living room set is turning white. I can't even wipe them down with a soft cloth without taking the color off!
I called customer service and they told me the three year warranty only covers food and beverage spills (stains). I was upset and asked what I should do with my furniture since it was of no use to me any more. That I might as well put them out on the curb for the garbage man to come and pick up. The customer service rep said yes, you probably should, and good luck to you.
I cannot believe that I spend almost $ 4000 on this garbage. I have never logged a complaint before, but this is just outrageous.
Jennifer of Apex NC (05/27/06)
Replacement of Bedroom set dresser were attempted at least 7-8 times. Each time was a dirrerent story. At one time , It was conveyed by the delivery representatives to RTG's customer representatives that the furniture was successfully delivered, absolutely not true. On the contrary, the furniture never left the delivery truck due to dresser drawers not opening and shutting properly, dents on top of the dresser, dresser doors were not level, holes found in the back of the dresser missing screws, etc.
Sum the issue up, eight technicians visted my home to repair damage, not successful. Eight attempts to exchange the dresser, all eight deliveries failed where the dresser was damaged initially before leaving the truck. Nothing seem to work, customer service not helpful. Could not afford to take any more days of work to wait on the delivery. In addition, Delivery men broke sliding glass blinds delivering the other pieces and tried to sneak out before I noticed the damage. Worst experience ever, worst service ever, besides the fact that the agents were rude.
Korry of Cary, NC (05/12/06)
I had two end tables delivered from Rooms To Go. One table had splits and the another was broken.
I called customer service and they told me it was their policy to first send a technician out to try to fix it. WHAT?!! Fix it? Glue it together?
Come on people! The tables are broken and I need the replacements. This is the last time I will buy anything from Rooms To Go.
Eva of Lake Park FL (04/11/06)
I purchased furniture a year ago March only to find the sofa has come apart. I purchached several thousand dollars of furniture and i am so disappointed with the way its holding up. I looked up and the brace that supports the sofa was sticking out from under the sofa. My husband turned it over and it was only held together by staples. I called the store and they gave me an 800 number. I called and was informed the warranty was only for a year.
Karen of Bradenton FL (03/22/06)
We purchased a whole Living room ensemble in April 2005. Delivery of goods June 2005. We told the salesperson we needed good, structural furniture since my husband had back surgery. He stated the unit we purchased was their best seller & this would be the furniture to get. The furniture looks so worn as if it was in our home or showroom for at least 5 years-the sofa is a recliner & the arm is crackedwhere it reclines & the pillow on the arm is not even stuffed completely.
The service tech that came out 4 weeks later after I called said he could not do anything but we will hear from corporate office within 5-7 days. We did not hear back after 2 weeks so we called & they stated they had not report. They sent out another tech almost 2 weeks ago & he stated that they have nothing but problems with this unit but it is a great seller. Corporate stated they could replace the couch but the warranty expires on the ACTUAL date of delivery not from the new unit replaced. This couch we found out is made of CARDBOARD not wood-we were told that this is a durable unit & was not told of the construction or if problems aroused that nothing actually could be done.
The manager was contacted at the store & she stated they could not do anything-it is not the salesperson "place" to give the construction, durability, problems, etc of furniture-they are there to sell. I am VERY dissatisfied with theitems-this is unacceptable-& I am refusing to pay for something that did not hold up before 1 year-We are not abusive or "heavy" set people. We are not even home during the day but in the evening when we return from our jobs. They should at least let us pick out somenting that is durable-not made of cardboard or credit the account & I will go elsewhere to purchase furniture that is worth the money.
Andromeda of Leander TX (12/17/05)
I purchased 3 rooms of furniture for my parents for X-mas. It included 2 living rooms sets and a dining room set with china/buffet. We loved the items that we had seen on the showroom floor. When the furniture was delivered, it was not anything like what we had seen in the showroom. We received used furniture when I paid the brand new price as listed with no discounts. When someone pays a brand new price for something that is what you expect to get. First, when the delivery people came to deliver the furniture, they did not have enough people because they damaged the front door to our residence and to keep them from damaging anything further my father helped them get the furniture inside and up the stairs.
This is not acceptable as my father does not work for Rooms to Go plus we paid $240 in delivery/setup fees. The accessory items that we purchased to include coffee tables, end tables and lamps, were not assembled as promised by the sales rep and manager of the store that we purchased the furniture from since we had such a "large" order. These items have not come out of the boxes to this day because they were suppose to be set up. We were very disappointed with the quality of the items that we received as they were severely damaged.
All of the items were damaged from the china cabinet glass being scratched to the paint being uneven or the paint missing in areas on the china cabinet and buffet. There are even signs of water damage where the company tried to paint over. We called customer service as we were instructed and they sent a service tech out to their home to view the damage and write a report. We were notified by Rooms to Go stating that they were not going to replace any of the items. This company has breached their portion of the contract as they are obligated to deliver the items in good condition plus I have a warranty on all items for one year. I feel that since they have breached their portion of the contract, the contract should be null and void since I have held my end of the bargain. Something needs to be done to this company as their are using deceptive practices to sell furniture.
They are showing you brand new furniture on the showroom floor and sending used furniture to your home and telling you they can touch it up or trying to force you to keep it. I will not stand for it as I paid almost $10,000 for my purchase. I will not stop until everyone knows how treacherous this company is and have them investigated.
Pam of Lithonia GA (12/12/05)
I purchased a $600 loveseat at the Atlanta Stonecrest store. I examined the loveseat once the delivery guy removed the plastic wrap that was covering it. Didn't see any visual flaws in the fabric or construction of the piece. I signed the sheet and they left. I closed the door and went to sit on my new loveseat. I heard a crunch which sounded like wood breaking but didn't feel any shifting in the seat or unstableness or weakness in the seat. I decided to let it go for 2 reasons one, I was in a hurry to get back to work and two, the unit didn't seem to sit any differently over the next couple of days and I felt around under the cushion and the springs and such seem to be in tact. So I chalked it up to my imagination.
I purchased the companion loveseat from the outlet center and it sat fine (except that the springs were noisy which I couldn't hear in the store). During the Thanksgiving holiday we had guests over and again as someone sat on the sofa we heard a BIG crunch. Loud enough for everyone in the room to take notice. That's when it dawned on me that it's not my imagination. These pieces have been in my house for only 2 months. I haven't even started paying for the loveseat yet and they are both broken.
My husband and I turned the sofa over ourselves and took the bottom covering off and discovered that it was a wooden support part on the side of the frame that was broken in half. There's nothing we can do about the sofa since it was purchased at the outlet center but I called customer service about the loveseat being suspect for the same problem. They scheduled a tech to come out within the week. He lifts up the cushions and feels around under them with his hands and says "I don't see anything wrong, call back if you hear the sound again"!
I had to insist that he turn the loveseat over and examine it in the area where I heard the sound. He turned it over, felt around again with his hands, with the bottom covering still on and again says he doesn't feel anything out of the ordinary. I insisted again that he remove the cover to be able to see into the underside of the sofa, he reluctantly did it and sure enough the same side support was broken in exactly the same way. This is well within the 1 year warranty period and I haven't even started paying for the $600 loveseat yet and I have 2 pieces of broken furniture in my den.
RTG is only offering to send out a new one. I think a track record of 2 different pieces, purchased from 2 different stores incurring the same damage in one customer's home is a track record that says this is not an isolated incident as the customer service person tried to tell me. I find it hard to believe that my 2 pieces are the only ones that have issues. Obviously this collection is a badly constructed design and will not hold up. This is workmenship and/or construction that should be covered under warranty for a REFUND not replacement. I want my money back!
Robert of McKinney TX (5/23/03):
We purchased leather sofa/loveseat, and fabric oversized chair and ottoman. The salesperson offered a 3-year extended warranty, which we purchased. We were told the fabric chair/ottoman would be scotchgarded prior to delivery. We were never told the 3 year extended warranty on the leather furniture was for spills only. The seams on the leather sofa have pulled.
After contacting the salesperson, we were told to contact Customer Service. After contacting Customer Service, we were told to call the Store Manager regarding selling extended warranties under false pretenses. The Store Manager took no responsibility. He said he would contact the Regional Customer Service Supervisor, but I could not be copied on the correspondence or receive a faxed copy of this correspondence. In other words, no accountability for Rooms to Go.
Randy of Canton GA (4/2/03):
The quality of the furniture they delivered was much less than what was displayed in the showroom. We bought a sleeper sofa and loveseat. We had to have the loveseat replaced during the warranty period. Plus, the fabric kept ripping, like it was rotten. The sofa sagged badly in the middle and did not retain its shape. After the warranty period is up, they won't fix or replace anything. We'll never do business with them again. I tell everyone to stay away from them.
Steven of Troy, NC, writes:
I called customer service to have my living room furniture checked out by a technican just before my furniture warranty ran out. The furniture is coming apart at the seams on the pillows and seams on the cushions. When he arrived the technican told me that if he couldn't repair the furniture there that he would go back and see if the fabric was still available. This was in July of 2000.
I still have not heard from anyone. The funiture was purchased in July of 1999. I paid for furniture protection. The furniture looks awful and I paid a higher amount than I would have if I would have just watched the sales papers from my local furniture stores. I will never step foot into any Rooms to Go sales floor or even recommend anyone to step into any Rooms to Go sales floor for as long as I live.
I've been taught a very expensive lesson, one I have learned very well.
Jackie of Sebastian, FL, writes:
I purchased a leather living room set including tables and lamps, 2 additional lamps and 3 additional tables from the Vero beach Rooms To Go on July 24, 2000. On August 2 the furniture was delivered. Upon inspection we discovered numerous tears and holes in the leather, ink marks, dirt, and staples through the back of the couch. The lamp shades were bent and the tables were damaged and glass tops were cracked. What we also found to be strange was the fact that there was no mention of leather on any of the tags that were literally stapled to the furniture. I thought these tags were supposed to be intact and only to be removed by the consumer.
We called the store and the manager Bob said that he would come to the house to see the furniture. Bob agreed that the furniture was in poor condition and that it may have indeed been used and that there was a mixup at the warehouse. He went on to say that we should not concern ourselves with what the tags say and that we should come to the store and look at another set because he knew that if we chose to have this same set delivered again 5 times we would still not be satisfied. So we went to the store the following day and he showed us another set that was supposedly better quality and we agreed to take this one in place of the other.
On September 29 the 2nd set was delivered. It was worse than the first! There is still no mention of leather on the tags, you cannot even smell leather in the house, there are holes in the couch and chair, there is ink on the ottoman and what seems to be glue on the chair and couch! Here we go again! The deliverey men told us that all the furniture they deliver is in poor condition! Now we are waiting for a service technician to come and inspect the furniture tomorrow. I have been unsuccessful in trying to reach anybody in charge by phone at Rooms To Go Corp. Headquarters or by Customer Service.
This has been very frustrating and I feel I have been a victim of fraud. I have documented everything on video tape from the initial delivery to the most recent delivery including the visit from the store manager.
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