RICHMOND, VIRGINIA -- We purchased 2 sofa sets from Rooms To Go on 12/26/2015. These sets were delivered in January 2016. We also paid for their ForceField protection for both sofa + a delivery charge of $300. Both sets have hardly been used. We sat on the Umber/Jamestown sofa just a couple of times when we noticed that one cushion of the sofa tended to cave in whenever we sat. In fact, this problem had gotten so bad that when sitting down you could feel your tailbone hit the frame. We have avoided using the sofa and have been using just the loveseat (it is still firm and plush).
We have been complaining and talking to customer service representatives for the past 3 months requesting that they replace the sofa! First they sent a service tech who told us that the cushions are not removable so he would label it as a manufacturing defect and recommend that the sofa be replaced (he took pictures of the sofa too). We waited for a week but then called in only to be told that they had not heard back from the service tech. After repeated calls to RTG we were told that this was considered "normal wear and tear" and that they could not do anything about it.
We tried talking to them again. This time another representative asked us to send an e-mail with additional pictures. As expected we did not hear back from them. We called again and this time a different representative asked us to send her another e-mail describing the problem with pictures and that another service tech would come in and give a second opinion on either the 2nd or 5th of September. We called back on September 1st only to be told that they had not heard back from the service department.
We called again on September 7th and were told the service tech would come by on the 10th. The same service tech guy showed up on the 10th and was surprised that they had asked him to come out to the same place again in spite of his asking them to replace the sofa. He took more pictures of the sofa before leaving. We called Rooms To Go again on September 21st only to be told that they had not heard back from him.
We received a call from RTG on September 22nd saying that this was "normal wear and tear" and that she could not do anything about it. We asked to speak to a manager or a supervisor and were refused. 3 months of talking to representatives and we got nowhere! We regret having purchased furniture from RTG. The experience has been bad and the customer care representatives are the worst. RTG should honor their warranty and replace the sofa! The company doesn't care for its customers and their customer representatives are a real nightmare to deal with. Plus poor quality furniture. Will never buy anything from them ever again.
CHATTANOOGA, GEORGIA -- I will never shop at Rooms To Go again. I have seen more people's furniture tear up within 2 years. My mom saw our exact set in someone's yard to go to the dump. Thousands of dollars down the drain. We have had our set for like 3 years and take care of it, even used their conditioning that we purchased to prevent cracking. Their offer to me was for me to spend even more money with them and then give us 550.00 credit if we buy the set which would be thousands. Wow. #roomstogo. #roomstogostinks. #wrcbTV needs to let others be aware. #furniture. Rooms To Go Furniture Store - Chattanooga.
RALEIGH, NORTH CAROLINA -- Bought $8100 in furniture. Paid cash - BIG MISTAKE. Delivered wrong items on 6/11/16 and on re-schedule visit 6/25/16 damaged ceiling and wall of my NEW home. Filed a complaint and no response after calling them repeatedly for a month. Also due to exchanging items was supposed to get a refund. Got one check in mail and the other was to be a debit card credit back to me. As of today 7/21/16 NOTHING. Won't call me back. Won't resolve my issue. I have reported to Better Business Bureau and 5 On Your Side. I will never go there or recommend them. I have spread the word and will continue to do so until I get my refund and money for damage.
JACKSONVILLE, FLORIDA -- I purchased a faux leather sectional almost 3 years ago. I purchased several other pieces that day totaling about $5000. I did purchase the warranty as well. After a year and a half the sofa started getting big cracks in it in a couple of the seat cushions. I immediately called and I did speak to a nice young man. He gave me the details of what I needed to do, which is... send an e mail to this address with some photos. He then informed me I would not hear back for at least a week.
To my surprise, he called back an hour later and told me, they did not have that sofa anymore but they would give me a 600 dollar credit and pick this one up after I picked out another and had it delivered. I was disappointed because I really liked the sofa I had and truly thought it was just one of those things and had a defect. So I went about finding another and it was on sale for 900 dollars. Now I know this isn't by far their most expensive sofa but it IS fake leather, which in my mind was more durable and less likely to fade or crease as I have seen real leather do.
The saleswoman informed me it was some kind of state of the art leather blend because I was really curious about it and she assured me it was a great product. So I selected the NEW sofa which apparently was also this same leather blend but another style and I thought manufacturer. After the credit, with tax and delivery and what have you I still ended up paying 500 dollars. So I get the sofa delivered, they pick up the old one and I am very happy as the new one looks even better than on the website. So now a year has passed and guess what? It starts with one crack and then another and then suddenly the whole sofa is peeling like a bad sunburn!!!
Now about me. I'm a little on the heavy side but the cushions are not broken down or the arms. the sofa sectional has a chaise lounge on the end. None of it is peeling. The ottoman gets the most wear and tear with bare feet and being sat on by me or my teenage son, who is very thin, and it doesn't have any issues. I don't smoke or eat on it or have ANY pets. We are very clean. Seems to me if the whole sectional were made of the same material as the ottoman and the chaise, there would be no problem.
So I have submitted the e mail on this one as well as the photos but this time I was told it would be three weeks to hear as they only had ONE person that works this department. Well it has been over three weeks and I have sent a follow up e mail and have had NO response. I googled "peeling sofas from RTG" and was SHOCKED at the number, so I KNOW the problem is not specific to me but it's their manufacturer. As far s I am concerned they can take my sofa part and cover it with the same material as the ottoman and bring it back to me and make me happy.
RICHMOND, VIRGINIA -- Day 1: Paid for my order in full. Apparently the chair to my dining room table, you know the ones on display, have been discontinued. The salesman places an order without my knowledge for different chairs. Day 2: Realized that the order was wrong. I contacted the store. The manager said that I had to come across town to the store. He could not correct the mistakes over the phone. When I arrive at the store I realize, not only are the chairs wrong, the sofa is wrong as well. The manager then proceeds to blame me for not knowing the skew numbers (as the receipt only is a description, not a photo).
He is also rude, and tells me I must pay another $150 for the "discontinued chairs". In frustration, I pull out my credit card to pay, and I am then told I have to pay from home because he cannot take my payment for 30-45 more minutes. He said he would call me within the hour and let me know when to make my payment. 3 hours pass...no call. I call the store..."Andy is at lunch" so I speak with another manager...Beth. She is very rude and not helpful. An hour later Andy calls me, and I make my additional payment.
Day 4: My order arrives. I have my niece there to accept. I assume everything is okay by the pictures she has sent me. Within minutes of the delivery truck driver leaving my house, I receive a phone call from customer service. They want to know how my delivery went. I explain that I am not there. The woman on the phone says..."Well who is? I need to talk them." When I tell her I am not giving her my niece's number, she said "You need to contact us in the next 24 hours" then hangs up. THIS WAS THE WORST CUSTOMER SERVICE EXPERIENCE I HAVE EVER HAD! I spent almost $3,000 and was treated horribly. I will never purchase anything from this store again!
HALLANDALE BEACH, FLORIDA -- Bought 6k worth of furniture from them with the stain warranty. Salesman at the showroom assured me that any stains would be covered and if they could not remove them, they would replace the furniture. After three years there was a bit of dirt staining the arms from people resting their arms there on a couple of the pieces, and 2 spots on the back which might be spaghetti stains I'm not sure. I called them, they sent out a technician who took pictures and said I would be called back.
No call after a week, I call back to follow up and the customer service said that the couch was "dirty all over" which is simply not true and that they would not be able to remove the stain. How do they know if they did not even try, and they don't even know what type of stain it is? What gets me the most is that they did not even try to remove it with their basic product. They just "assume" they can't remove it. When I mentioned that over the phone they say that "I would not be happy with the result unless the whole furniture was cleaned the same way".
Who are they to tell me what I would be happy with? That is the worst excuse for denying someone service that I have ever heard. Looking at their website it's clear that they are able to reject your claim based on solely their discretion and that almost any type of stain except a basic food or drink stain is not covered. Without a way to test what made the stain, they can deny your warranty almost every time. So basically, it's a huge scam. No wonder Rooms To Go is being sued in Florida for 5 millions dollars over their protection plan.
This sounds like a nightmare. Are you able to send us the details as well as your order info to Tellus@Roomstogo.com?
RALEIGH, NORTH CAROLINA -- Customer service is terrible. My fault was I was unaware of the 48 hours "buyer remorse" return policy. This is not buyer's remorse. I would still purchase the ottoman if it was an accurate color. I purchased a furniture set a year and a half ago, unable to afford the ottoman. I believed they had stopped selling the set so I was thrilled when I saw it online, not aware of the slight color variation. I received the ottoman on a Thursday and I work weekends. When did I have time to sort out the discrepancy?
Now I'm stuck with an ottoman that doesn't match and customer service who didn't even try to fix the situation. All I got was lousy sorry with no attempt to resolve the issue. An exchange maybe for the right color? Nope. Will definitely not recommend Rooms To Go to anyone. Especially online purchases.
Thank you for sharing your feedback. We were able to see your other posts and have responded.
FLORIDA -- Approximately two years ago, 9/14, I purchased a baby car bed for my baby son and also at that time purchased an extended warranty. Unfortunately, the hood of my baby's bed came off recently 12/16 leaving sharp edges. On December 22, 2016, a service tech came to my house. He was very offensive, and told me that my baby had broken the bed and that the company would not cover the broken hood.
I expressed to the service representative, customer service representatives, my concerns that the bed was now dangerous, it's not safe for my son to sleep, and would like it to be repaired under the extended warranty. There seems to be a culture of hostility, lack of courtesy, disregard, with my recent phone conversations with Rooms to Go. I have been left in limbo, with a broken baby bed.
ARLINGTON, TEXAS -- The living room furniture was to be delivered between noon-4 pm today. It is already past 5 pm, no call from Rooms To Go and no delivery yet. Called them twice, was told that they cannot get hold of the driver. The 3rd time was told there is a note that says they tried to call and there was no answer. That is a lie, the phone was always with us, we were at home, the phone shows no missed calls and no voice mail.
Called the store and talked to the sales person, was told that she has no control over delivery and should be here sometime today. So when they say deliver is between noon-4 pm they don't really mean it. Now after reading the other reviews, I am not sure about the condition or the quality of this furniture either. And they charge for delivery.
MYRTLE BEACH, SOUTH CAROLINA -- Initially never received the charger for the chair, rendering the rocker useless for three weeks till we received it. Once plugged in, it had to remain plugged in for the chair to operate, which, according to the directions, creates a fire hazard. Either plugged in all the time or useless rocker. They refused to exchange or refund, and after wife and I complained, they asked us to leave the store or the police will be called.
The chair remains plugged in and we sweat out a fire hazard. We are retired seniors and did not deserve to be treated in that manner, after spending almost $10,000 dollars. The furniture received is substandard and could not be returned. Do yourself a real favor... "Pass this store up," you won't regret it.