GREENSBORO -- I ordered a sofa, loveseat and two reclining chairs from Room To Go. After 2 years, the interior stuffing fibers poke through the substandard upholstery making it unbearable to sit on. It feels like little needles poking you. My kids won't sit on it unless we put a blanket over it. The furniture has had little wear and looks brand new - just horrible manufacturing. I complained to Rooms To Go and was told that their warranty is only for one year, and they refused any responsibility for faulty fabric. Be warned: Rooms To Go does not stand behind their product. I fear many families will experience the same as the fabric is a basic one that they sell on many of their products.
CEDAR PARK, TEXAS -- First & last purchase with Rooms To Go. Ordered 2 chase loungers for our new home. They delivered 1. We received a text a few hrs after the delivery guy left to let us know we could expect the other chase lounger in 2 weeks. I called the customer service department who told me there was not a truck in our delivery area until then (they are in Houston, we are in Austin). I highly doubt that... but, anyway, Rooms To Go sucks.
Please find what you want on-line and don't mess with these people. They have no desire to make the customer happy and an apology don't fix sitting on the floor! I was basically told I could wait for delivery which meant taking another day off work or drive 3 hrs to Houston to pick it up.
RALEIGH, NORTH CAROLINA -- They talked us into getting the bonded leather instead of the microfiber upholstery, saying the bonded leather would "last a lifetime". We spent $1500 on a couch and a love seat. Within 3 years, it flaked and peeled and came off. There are a zillion pictures of this on the internet, so it's clearly not our fault. The furniture was completely ruined. When we asked for a pro-rated refund, all they would say is "Rooms to Go had no obligation to deliver furniture that would last longer than the one year warranty period." That sounds a lot different from "will last a lifetime."
We don't have little kids, or pets, or smokers, and we don't sleep on these couches. They just sat in our house and deteriorated. They were used for two adults to sit on to watch TV. We did not abuse the furniture in any way. Rooms to Go simply doesn't care about customer service. I contacted four re-upholstery shops and they all said "We do not re-upholster that Rooms to Go furniture -- it simply isn't worth it. Buy yourself some good furniture from a garage sale, Craigslist, or an estate sale, and we will re-upholster it for you."
LITHONIA, GEORGIA -- When our living room set was delivered there were two pieces that were damaged. We caught one, the coffee table but they got away with the damaged console as we did not see the problem until after we signed off and the delivery guys left. It took over a month for us to get the new coffee table. The support on the loveseat broke within a week. They repaired it by laminating, instead of replacing the broken beam. Of course that repair did not last.
Within 6 months the batting was poking through the fabric. In less than a year the cushions started flattening out and the set started looking old. It was comprised of a couch, loveseat, chair and a half with an ottoman, a coffee table, end table and lamp. The frames started being felt through the arms and the coffee table started to lean. A call to customer service got no results as the warranty had expired.
It was when we decided to repair the coffee table ourselves that we learned that their furniture was constructed with new pine and nails, nails not screws. The loveseat has continued to fall apart. When we replace the set it won't be with RTG furniture. We tell everyone we know not to shop there. It looks great in the showroom then shows that it is not quality and not for a family in a very short time.
MYRTLE BEACH, SOUTH CAROLINA -- Store set up the base of our bed (slats) incorrectly and caused problems with our mattress. Store unconcerned about it. Misled about a product guarantee. Salesperson led us to believe that both items we bought were guaranteed for 10 years. Later we found out that one item was only guaranteed for one year. The store promises to make things right but don't come through on their promises.
Need to make many calls before being able to get in touch with a store manager. They will never call you back. At the company, it seems like the departments don't talk together or work together. Sales clerks tell you one thing, customer service tells you another thing, technicians tells you something else and the delivery people tell something different also. I believe the company takes advantage of their customers. I wouldn't be able to sleep at night if I did that. But, I guess they are ok with it. I would suggest that you buy from some other company. I will never go back.
GREENVILLE, SOUTH CAROLINA -- I recently purchased a sofa and love seat. In the showroom I was showed that there will be 4 pillows and when the order came it never was delivered. I called up customer care to just know that the pillows are never included in that order. They just wanted me to talk to the salesperson from the store but I never get calls from them. I did follow up with customer care but no resolution.
The issue here is when I was sold the product I was told few things which never got delivered and customer care is of no use. There is no point going to a brand then I could have gone to any local store and got similar product in much less price.
DALLAS, TEXAS -- At the time of my purchase the sales associate convince me to get a white sofa and he has a two-year-old and his sofa is the same. If anything happen I have three years warranty and if anything happen they come clean. If it doesn't clean they deliver a new. I call them. They said not cover. I feel cheated. I bought my whole house from them but not even respect. They hung up on me.
SAN ANTONIO, TEXAS -- We bought a bedroom set for a sick uncle who was in a nursing home and the delivery people dropped everything off and expect him to build it himself when he can barely move!!! I've never bought furniture from a company who did not either assist or offer help to someone who can't do for themselves. I will never buy a thing from this company again. Due to the fact they can't help a handicap person and the poor quality of the furniture along with the worse customer service I've ever experienced.
FRIENDSWOOD, TEXAS -- We waited 2 months for a bed and it arrived broken. We had to wait another week for the part. We called customer service and they told us "It is what it is". We purchased several items with them and were regular customers. Horrible customer service too.