Kerry of Charlotte, NC (10/9/05)
I have purchased many pieces of furniture from Rooms To Go. With my last purchase I was sold a warranty that they made sound like they would replace or repair the furniture no matter what happened to it.
The furniture has not held up well and the last of three "furniture technicians" they sent out ruled it as "normal wear and tear", which means they will not replace or repair it. I paid $450.00 for the chair and $250.00 for the ottoman.
I feel like I have lost $700.00 because now the chair will have to be replaced and I haven't even finished paying for it yet!
Gerald of Gainesville GA (06/24/08)
I purchased a mattress that was used on one of the bed s in the show room. Rooms to Go sold me a mattress cover which Guarantees from stain and waterproof. They demostarte the pouring of warter on the matress cover to show water will not penatrate. Well my grand son wet the bed and when I picked up the matress cover it was just as wet on top as well as underneath.
I called Rooms to Go and they said they would send out a new mattress cover but they could not do anything for the mattress since it was a floor display and that would make no warranty on the mattress. I said that the issuse of the guarantee of the cover failed and caused a stain on the mattress what does that have to do with no warranty of the mattress. I just want them to get the stain out and put in writting that removing the stain they will not further damage the mattress plus give me a new cover. Why did they sell me the mattress cover if they were not liable for the stains that may come on the mattress.
Stained mattress.
Dr. of Brooksville FL (06/19/08)
We bought a Sealy Memory foal mattress with a ten year warranty.It fell apart after only two years and Rooms to Go would not honor the warranty.
David of Plano TX (06/06/08)
I purchase a Love seat, a Chaise, and four set of dining chair from Rooms To Go, in Sept 06. From the point of contact and the end of the sale, the salesman demonstrated the benefits of getting the 3 year fabric protection plan. He even took his pen out and wrote on the sofa, same fabric as the sofa I own. To my surprise it was remove with the cleaner liquid that was provided to me when I made the purchase. I can't not remember his name, but he explained to me that with this fabric protection plan, if there is any food or drink stains that wouldn't be remove, that either Room To Go will fix it or replace it.
Call customer service they sent a Technician out, he remove some of the stain but not all of it, told me to get it professionally clean. Which I did and cost me $140.00. Then another Technician came out and told me to keep the reciept so that I can be reimburse from Rooms To Go. Got a call back from customer service telling me that they can't do anything for me.
After going through will all the process that the customer service told me to do. I get nothing in return, they got my business and they won't keep there word on the fabrics protection plan. They offer a 3 year protection plan and yet they do not even follow through with it. Just giving me the turn around. The salesman even use my little as a selling tools to demonstrate it will be best if you use it because kid will be kid.
To offer a product and don't follow through with it. Not explaining the protection plan to it entity. Giving customer the turn around. I am a very patience person and do not waste time on this nonsense, but to spend almost $2,000.00 on their product and in return getting the door.
My furniture need to be fix or replace. Has small stain, but to their description it was soil. Just another way of giving me the door.
Renee of Inverness FL (04/15/08)
They will not honor their refund policy agreement. It states you can get a refund of only 80% but in actuality you can only exchange for another piece of poor quality, shoddy piece of *crap. When they delivered my furniture they dropped while in the drive way to my house. Scratched and dented the dining room table. The chair legs are wobbly, some legs are shorter than others. The fabric on my living room furniture upon delivery has miscolored fabric. How can this company get away with ripping poor elderly and disabled blue collar workers. Why isnt there a Class Action suit against them? I pray to God they go out of businness and stop ripping the people out of their hard earned monies.
I've also written to the BBB and researched the internet. There is a Class Action suit in NC but I can find no help in Florida. I am physically ill from the stress and the aggravation this company has put me through and feel I have recourse.
Clarissa of West Palm Beach FL (03/09/08)
Purchased furniture and a warranty, and have been unable to obtain service
I purchased $4,000 worth of bedroom and living room furniture in 11-2006 from Rooms to Go. I purchased the additional 3 year warranty as well. I had a problem with the quality of the cushions on the couch and called the warranty department to schedule a repair person to come and evaluate the cushions. The warranty department said that they had no record of me having a warranty. They advised me to call the store where the purchase was made. I called the store and was told that they did not handle that, and advised me to call the warranty department. They kept tossing me back and forth.
Finally, I became so frustrated that I wrote a letter to the customer service manager at the rooms to go where I purchased the furniture and another letter to the warranty department at rooms to go. I received to response from the rooms to go store where I made the purchase. Several weeks later I received a call from schekema, who is a supervisor with the warranty department at rooms to go. She asked me not to cancel my warranty contract, to take her name and extension number down in case I needed assistance. I still have issues and when I call the warranty department, they direct me to customer service, and when I call customer service, they tell me to call the warranty dept. since I have had the furniture for more that 1 year. I tried Schkema's number and extension and have left 4 messages over the past month, and none of my calls have been returned. I will never buy furniture from this company again.
Georgia of Knoxville TN (02/11/08)
I purchased an adjustable bed and mattress protectors. I was told the mattress had a 20 year warranty, the base a one year warranty, and the mattress covers a 10 year warranty. When I asked for copies they told me I would receive them with the delivery of the bed (total cost: $3,796.41) I have made numerous calls with no results. They said on the phone that the warranty wasn't for what they said in the store. I have nothing to prove I have any warranty on anything.
So far, I haven't, but what will I do if I need the protection promised? For a retired teacher, this is an expensive item. And with the control mechanism, there probably will be a possibility that I will need the warranty in the future.
Diane of Clayton NC (04/25/07)
We purchased both a dining set and leather couch, loveseat and recliner. The ticket was split by the sales person into two different orders. We put $800 down and saw the order on the screen. When we got home we noticed that the sales person added protection to the leather furniture for an additional $210 and also added protection to the dining room set for $120.
The next morning I called to cancel the orders since we were not willing to pay for something that was put on our order that we didn't want. We felt that it was very unethical.
I reached Allen at Rooms to Go who said he was office staff, would not give me any other title. He said that he would cancel the order and I could get a refund in 10 business days. I asked if I could just pick up our check since it was Sunday and the banks weren't open, but he said it had been put in the night deposit. He assured me the order would be cancelled.
Today (Wednesday) we received a call from the delivery department scheduling the delivery. We told them the order had been cancelled already. They told us to call the store. I called the store and spoke to Stephanie who said the order was not cancelled. Stephanie siad she would make sure it was cancelled.
At this point we are out over $800 in deposits and are SUPPOSED to get this money back in 10 business days.
Erika of Lehigh Acres FL (04/06/07)
i purchased a sofa from Roomstogo a couple of months ago and like everyone else I got the the fabric protection plan. I called for a tech to come out who of course stated that I need to get someone to clean it first because it was badly soiled and they are only to clean spots. I advsied the tech and customer service that the problem was from the solution that is provided from rooms to go but they dont want to hear that and dont want to come see that the problem is from the solution
Amleht of Miami FL (01/22/07)
Rooms to go sold me furniture. I bought a living room set and dining room set, spent nearly 3k with them. Within a week of the purchase they called me and sold me an extended warranty and they made it seem as though that with the purchase of this warranty RTG would replace my furniture if something the furniture would break from everyday use.
My living room chair is broken and one of my dining room chair broke as well from normal use. They sent a furniture technician who came in and verbally guaranteed me that the damage would be covered (I asked him about 4 times and all times he said YES, they will cover it) The only thing he told me was that RTG would have me have the furniture steamed clean first before taking it in to service. About a week later i get a call back from the warranty dept where they advised me that the technician reported customer damage and that they will not cover it.
I asked for a supervisor and a JACKIE called me back, she was not very helpful and I could not understand her because of a thick accent. I kindly requested a supervisor above her , she refused and hung up on me. I have been trying to email them and I keep getting the run around. They claim they cannot find my account information. In addition I called the technician (his number was still on my caller id) i left him a message regarding the situation and he has not called me back.
Michelle of Jacksonville FL (08/23/06)
I bought a couch and loveseat. The saleslady told me to have them Scotchguarded and for 3 years so Rooms To Go will clean any spill, spot imaginable, even newspaper stains, and since I bought a yellowish gold set, I would definitely need them Scotchguarded. Spent around $110 extra for Scotchguard.
It has been 9 months now and cushions are very dingy looking probably from the newspaper. Called customer service to have them come out and treat the cushions per the agreement, but Phyllis said they only will treat a spot on the cushion and not the whole cushion, like I was told by the saleslady. Her words were, "I don't know how I would word that on the service ticket, they really only treat spots."
Ryan of Sarasota, FL (08/11/06)
I purchased a sofa and love seat about 10 months ago with what sounded like a worthwhile warranty. The salesman made it sound like anything my son did to the couches was under warranty. In reality it only covered food or drink. My 2-year old has snack time on the couches and the stains wouldn't come out.
Rooms To Go sent out a service tech who said the stained area was too large and they would replace the material on the couches, he even showed me how they would be doing it! After a few weeks I called and they said they would be out on Friday to do the repairs. On Friday the same service tech came out and did the same exact evaluation again!
I called customer service and spoke with Dominique who let me know that she couldn't answer my questions, there was no one else for me to talk to and Rooms To Go could evaluate as many times as they needed too. She then told me she was disconnecting the call!
Leann of Ferris TX (01/20/06)
Last February 05 My husband and I after going ot every furniture store looking for a recliner -- finally found one we both liked at Rooms to go. We paid cash for the chair and purchased the warranty due to the fact we have 2 small children and wanted to make sure that what we bought would last for a while due to stains and the fact that recliners are so easy to break.
Well a few days ago I noticeeed that the left arm of my chair is now touching the floor but the right side isn't and also while cleaning this weekend I noticed a couple of stains on it so I got out the cleaner that they tell you to use but could not remove a few of the stains. Today I called and sat on hold for 55 minutes and 15 seconds for customer service to answer the phone. When she answered I was told that they would be able to come out and see about the stains but would be unable to help on the broken arm due to the fact that in the past few monthe I have moved 5 minutes down the road from where I prevoiusly lived.
When we moved we voided our warranty. I told her how can that be fair when we declined delivery when we purchased the chair and that was 1 hr away from where we lived and now i only moved it 5 minutes down the road. I was never told this when i purchased the chair but i sure was told that the warranty was for the life that I owned that chair. I was told today that it is only for 3 days. Sales people will tell you anything to get you to purchase from them.
Shehla of Kissimmee FL (01/11/06)
Hi, I bought a new Second house in Jan. 2004 and brand new furniture from "Rooms To Go" worth over $2000 in April 2004. We only used the furniture for two months and our furniture starting going out of shape. Whenever I sit on it I feel as if I'm sinking into the sofa. I was very disappointed with my purchase. We had a warranty for one year, but I couldn't call because I had to go out of state for few months due to some family problems.
Sadly when I called them and asked for a replacement they said, 'It's not possible because your warranty has just expired only the day before and if you had called the day before we could have done something." I was very upset to hear this. We had purchased furniture for our first house in New York about fifteen years ago and it's still in perfect condition. But the furniture from "Rooms To Go" was terrible. It started breaking apart like it was made out of paper. It was a complete nightmare and my money has also been wasted.
Emalix of Deltona FL writes (4/14/03):
I purchased a fabulous dining room table for $999.99. It's beautiful! However, the day that it was delivered to our home the table top had a small scratch with slight discoloration to it. That afternoon we did not notice it & after the table was delivered we had to leave for a special church service. The following afternoon (Sunday to be exact) my husband started to feel the surface of the table saying how nice it was until he noticed the scratch.
I called Monday morning & a rep. said that a call was made to make sure that everything with the delivery went fine. At first she made it seem like since the call was made any day after that if a damage is spotted it would me our fault. I explained to her that we did not speak with anyone since we left not too long after the delivery was made. After that I spoke with 3 more representatives asking for the table top to be replaced.
Twice Rooms to Go came out so that it could be replaced & twice the table tops they had were also damaged within the truck. A third time they came out, & I thought this would be the winner, & the young gentleman apologized politely & said they had the wrong table in his truck to replace our table top. I called and was very upset because of this & the young representative said that they would not come out anymore to replace our table top & that we would either have to keep it the way it is or we could get a discount & lose our warranty.
I tried to be patient with the representative & simply stated to her that this was not our fault and that we paid for this table top brand new & therefore, I felt that I should have brand new & not looking like I bought it that Rooms to Go outlet. There was nothing she could she said.
I'm looking at paperwork today and I realized that my tabletop is actually under warranty up to a year from the purchase date & I would so much be happy to replace it once & for all & still be happy to continue being a customer with Rooms to Go if I could get this resolved. I had no problem with the leather furniture I purchased 2 years prior to my dining room table & I honestly would love no more than to get this resolved. I really don't think it's fair for the customer to have to settle for less when the purchase was indeed purchased new & not from their outlet.
The physical damage was a scratch (maybe about an inch) on the table top. You have to look real closely in order to see it, but it's there.
If Emalix wants to press the matter, she should go to Small Claims Court to enforce the warranty.
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