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Delivery Services
Posted by Bigdog1ran on 09/20/2007
GRAPEVINE -- We recently bought over $4,000.00 dollars worth of furniture at "Rooms To Go" in Grapeview Texas. The salesman was very nice and the furniture was just what we wanted. We paid cash for all the furniture. Once we paid, that is when the customer service STOPPED! The Ad says "next day delivery" however it was going to be a week before the store could deliver. Even though the most of the items we bought were in stock at the local warehouse. On top of that, they charge you for every pieced delivered. Dinning room table and 4 chairs is one price but if you buy more chairs...they charge you $10.00 a chair more to deliver. We bought a bed, a sectional, a dinning room table and 6 chairs for over $4,000,all going to the same address. Delivery charges were over $300.00 more!!! The dinning table ended up being out of stock and had to be ordered but you MUST PAY the entire amount at time of sale even though I would not get the furniture for almost a month. Most places do not charge your card until product ships but not Rooms To Go. When the table came in, we tried to have it delivered in 2 days....NOPE it would be a week before deliver could be made again. Even though they advertise next day delivery. Even when you do book delivery, YOU DO NOT GET THE CHOICE of morning, afternoon, or evening delivery. They call you 2 days before the delivery date and TELL YOU when you have to take off work and be there for them! Now, they have this express delivery that says they will deliver the next day but they WILL NOT tell you when, you just have to sit and wait until they show up. You can ONLY get this service if you buy the furniture , by 5pm, THE DAY BEFORE the day you want the delivery.

When our dinning table came in and they could not deliver it for a week, I asked for the express delivery but was told I could not get it because I had bought the table a month ago even though it was not in stock. Had I bought the table by 5PM that day, I could have sit home all day waiting for the surprise delivery. This is HORRIBLE customer service after the sale!!!! They have had my money all this time but once the table came in, I could not have it delivered as fast as someone walking in THAT DAY and buying the table. I can understand a reasonable delivery charge to cover the gas but once a sale exceeds $1000.00 they should not charge you to deliver every piece to the same house. The reason their prices seems so reasonable on the furniture is because they tack on fabric protection charges and OUTRAGEOUS DELIVERY CHARGES.

They DO NOT try and work with the customer once the sale is made. They TELL YOU when you must take off work to meet them and PAY THEM to deliver the furniture you BOUGHT from THEM. I will NEVER BUY FROM "ROOMS TO GO" AGAIN and I recommend that you don't either unless you own a delivery truck.
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Posted by Dallas Texas on 2013-09-25:
I thought I was the only one who experienced that ... I agree my sales person was great but once it came down to delivery it is horrible!!!! You have to sit and wait for them to come when they can easily give you a courtesy call a few minutes before they get there to let you know they are on there way!!! Most companies do that to provide great customer service... But customer service is not Rooms to Go's priority
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Delivery 5 Weeks After Purchase
Posted by Thecountry2009 on 05/20/2012
AUGUSTA, GEORGIA -- I purchased a new bedroom suit from Rooms To Go that was in their ad booklet and asked for a delivery for June the 5 which was 17 days after the purchase. The issues that I have is they are telling me that they couldn't deliver the bed until June the 21th which is more than 5 weeks after the day of purchase. How can you print a ad booklet stating that you have next day delivery with this bedroom suit in it saying that they have next day delivery. I gave them 17 days to deliver that bed! I have a big issue with Rooms To Go and will never purchase anything from this company ever again. I will make sure I tell anyone not to purchase from them also.
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Posted by Judyrowland on 03/23/2012
AUGUSTA, GEORGIA -- Our nightmare with RTG began Nov. 2010. We ordered a leather couch and love seat. About 4 months later we noticed faded streaks in both pieces. Of course you have to call the 1-800 call center, I call them 1-800 idiots, to have a tech come examine the furniture. The tech comes and says they have this fading occur on this furniture all the time. I wanted to choose a different furniture and RTG said no I could get same kind again. Well I did. Two months later the "new" set begins to fade. I called the 1-800 idiots and they sent the techs again and the techs said the same thing about the fading. Well I still don't want my furniture replaced. I only want them to pick up furniture and just let me be finished with RTG. They said I could replace it with another kind of furniture. Well we choose more sorry furniture. On this third set of furniture the frame was bent on the recliner and because the front legs on the love seat were to far back it would tip forward throwing you out of the seat. The 1-800 idiots said we were not sitting on it properly. Well I begged the local RTG people to please take furniture back. I just want to be finished with them. Its like they continue to punish you for making the mistake of buying their sorry furniture. I am now on my fourth set set of furniture. I hate the day I ever set foot in RTG. I want everyone to know how awful the furniture and service is. It's a shame you have a LEMON LAW on a vehicle but you don't have one on furniture.
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Posted by Alain on 2012-03-24:
Try contacting the Georgia consumer protection agency about this via http://www.georgia.gov/00/channel_title/0,2094,4802_5041,00.html
Posted by HOUSTON, TEXAS on 2013-07-11:
I agree with you. I have the same problem with my living room set. Im not buying anything from rooms to go ever again. I also tell all the ppl I know to steer clear.
Posted by holley on 2013-12-09:
I agree! Bought a dining room set and coffee table that match. What a bunch of crap this stuff is! They delivered the sets damaged. Now 6 months later they still won't help us and tell us the items are no longer in stock. All they
could do was offer us $16. I'd rather burn this stuff. Never ever buy anything from this place!!!!
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Dangerous Product from Rooms To Go
Posted by Jakeanderson on 01/22/2011
I purchased a recliner sofa set from Rooms To Go. Last week my wife was sitting on the sofa with the recliner extended and she got off the sofa from the side. She cut her leg when she got off. She had to get a tetanus shot for her cuts. The metal bars under the recliner are sharp and not filed down correctly. When I complained about it, the service technician they sent over said that it was her fault. She should have closed the recliner before getting up. Rooms To Go made no effort to rectify the situation. I'm not happy that they sell dangerous products and make no effort to correct the error. On top of it they blame the customer for "improper usage". Very unprofessional behavior especially after spending thousands of dollars on the product.
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Posted by olie on 2011-01-22:
I agree with Rooms To Go. Your wife got up and did not make sure that she was safe when she did so. Either by closing the recliner, as the technician suggested, or by moving farther away from the recliner.

What "correction" would you like from Rooms to Go?
Posted by tnchuck100 on 2011-01-22:
Another case of personal denial of responsibility.

This case appears to be customer negligence.

Blaming a customer for their own misfortune, even when true, is a site rule violation. This comment may not survive.
Posted by trmn8r on 2011-01-22:
Depending on the location of the bars in question, I would tend to agree with the technician. Generally speaking, bars beneath should not come in contact with legs in normal use, which would be to close the recliner prior to getting up.

You could find a friend with a metal file, and invite him or her over for drinks or a meal. Have them file off the offending edges. A little black paint might be in order as well.
Posted by Venice09 on 2011-01-23:
I don't know much about recliners, but I don't think there should be anything sharp enough to cut someone. I didn't know there were certain ways to get up from a recliner, so I'd probably get cut, too.
Posted by Anonymous on 2011-01-23:
I don't think it was appropriate for the sharp edges to be exposed either, Venice. What if you had a toddler and they grabbed onto it when someone was reclining?

People have come to expect so little for what they pay. I, myself, would have expected them to either replace the bars or just replace my sofa. As the op said, it's dangerous.
Posted by madconsumer on 2011-01-23:
i agree with rooms to go. the way the wife got off the sofa was inappropriate, and an at risk behaviour.
Posted by jktshff1 on 2011-01-23:
The op needs to contact the manufacturer of the sofa recliner and see if there are problems with that particular batch. Rooms to go does not manufacture anything, they are a retailer.
Posted by Venice09 on 2011-01-23:
Sing, I have always worried about children being around recliners, and this is a good example. If I owned a recliner, I would make a point of knowing how to use it, but if I were a guest at the OP's house, I'd probably make a fool of myself as I tried to get up. But I wouldn't expect it to cut me if I didn't do it correctly.
Posted by Anonymous on 2011-01-23:
Venice, I agree that recliners and small children don't mix, but you just know it happens. I can just see the guys babysitting while they're watching the football game.
Posted by Venice09 on 2011-01-23:
That could be a recipe for disaster, sing. I've never owned a recliner. Not only because of the kids, but for the same reason I never use a hammock. I'm a klutz!
Posted by Anonymous on 2011-01-23:
We don't have a recliner either, Venice. We had one on a couch once, but no one ever used it. If I'm that tired, I'll just go to bed, lol.

I do want a hammock for my backyard when I get home. There is nothing better than lying on one in the shade in the summer and reading a good book--or taking an afternoon nap! You just need to practice.
Posted by Venice09 on 2011-01-23:
We always had a hammock in the yard when I was a kid. I could never get the hang of it. I'm not even good with a chaise lounge. Some days I find a folding chair challenging!.. haha
Posted by Anonymous on 2011-01-23:
Posted by Nohandle on 2011-01-23:
I don't have a reclining sofa in my home but do have a reclining chair. I just checked and there are no sharp edges anywhere on the chair. I can understand someone attempting to get out of a reclined chair for whatever reason he thought was a bright idea at the time but I'm still confused about the sharp edges. Does anyone else have one like that?
Posted by PepperElf on 2011-01-23:
i have a reclining chair as well. dunno where it came from cos mom & dad gave it to me when they upgraded their chairs to newer reclining chairs.

but i DO know that i've never tried getting out of it while it's still reclined.

why would i risk abusing such a nice gift? seriously i love that chair. so i treat it well :)
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Need exercise? Rooms to go kids will give you the run around
Posted by Serviceplease22 on 05/26/2010
I recently ordered the taffy twin/full step bunk with trundle. I ordered online which was easy enough. The actual problems began when I had to interact with the actual company. Initially, they called to give you a four hour time window. This time when extends continually throughout the day and you spend an entire day waiting on a delivery. When the product finally arrives, parts to the full bed are missing. The delivery driver assures me that someone will contact me shortly and even gives me a number to call. Of course, he knew that the offices were closed and I would not be able to contact anyone. I immediately sent them an email. No one contacted me for 2 days. Finally, I contacted their customer service which should be renamed to customer screwers. They informed me that they were really busy and it may take a week before they could deliver. I had already waited a week. After repeatedly refusing their offer of a week, I was told that maybe they could fit me in within 48 hours. They would call me back within 30 minutes to confirm. Of course no one called back. The next day I get a call saying the delivery would be the following day between 11 - 3. On the day of the anticipated 2nd delivery I call to confirm and the customer screwers inform me that they have no record of this and I must be mistaken. I inform them that I have the conversation saved on my phone (which I do). They still proceed to say that I must be mistaken because they have no record of me calling. I asked to speak to a higher level of management and I am told "that won't be happening". After this, I call their corporate office in Florida. The service here is not any better. In fact, I am informed that they would be more understanding if they were in my shoes because things do happen. So I do understand that things do happen and after reading a lot of reviews on Rooms to go they tend to happen more at Rooms to go. Therefore, I will spend my money with companies that actually value their customers. If you want exercise, shop at rooms to go because they will give you the ultimate run around experience. However, if you value great customer service, quality for your money, and a pleasurable shopping experience shop somewhere else.
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Posted by serviceplease22 on 2010-05-26:
I forgot to mention that I paid $2000 cash at time of purchase (including 2 twin mattress only no base board) I had the full mattress.
Posted by TellUsRTG on 2010-05-28:
I am very sorry to hear about your troubles and dissatisfaction with your purchase from Rooms To Go. We would like to review what occurred and assist you in anyway we can. Would you please email us at tellus@roomstogo.com with your purchase information or home telephone number so we can see where we failed?
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Buggy Beds
Posted by NC Grandma on 07/29/2009
GREENSBORO, NORTH CAROLINA -- Creekside Taffy Twin/Twin Student Loft Bed w/Desk & Chest

For Christmas of '07 I purchased a set of bunk beds for my Gradsons from Rooms to Go Kids. The beds were delivered sometime in January and the kids just loved them.
Everything went well until about October when the youngest started to get red bumps on his arms. We thought he was allergic to the soap he was using so his mon changed brands. Still more bumps. Next thing to change was the detergent she was using for the laundry. Still more bumps. Along about December the oldest one developed the same red bumps on his arms as well. This started us thinking, maybe there was something biting the kids while they slept. At first we thought of fleas, as the dogs and cat slept with the kids, but after checking the animals thoroughly and finding no fleas, we turned to the internet to try to figure out what the deal was.
The bumps looked a lot like bites from bed bugs so we started to investigate the furniture. To our horror we found the nasty critters living in the crevices of the bed. My daughter called an exterminator and had the furniture sprayed with a commercial insecticide. Unfortunately this did not get rid of all the bugs. Next she tried steam, as this is also a way to kill them. This too did not work. As a last resort she took the furniture outside and sprayed it with a power washer. Her husband took the back off the desk to make sure he could get at all the surfaces and that's where he found hundreds of the bed bugs along with their feces.
This was so disgusting my daughter said she was not putting the furniture back in her house, and who could blame her. The beds ended up in the land fill and the kids are now sleeping on bunk beds made from metal.
I did not contact Rooms to Go as I did not have the receipt and didn't think they would own up to something that took ten months to show up. We did some research and found that these bugs can live as long as eighteen months without feeding. We know the bugs came from the furniture because they are nowhere else in the house. And believe me they have checked!
I will never buy anything else from Rooms To Go!!!
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Posted by Anonymous on 2009-07-29:
Sick! Why did you wait until now to beef about this or did I miss something!
Perhaps a guest brought the critters to the home or the mattress got invaded from a used mattress on the truck.
Posted by Anonymous on 2009-07-29:
You had the beds for nine months. Do I need to point out that is long enough to develop a baby problem, much less a bug problem. It doesn't seem likely that if the beds came infested, that it took that long to develop. Isn't it equally possible that a playmate brought one in on their clothing?
Posted by Anonymous on 2009-07-29:
I seriously doubt they got bedbugs from brand new furniture. Perhaps one of the grandkids picked them up by sleeping over a friend's house?
Posted by Anonymous on 2009-07-29:
That's how it usually happens. A guest or host gives you that gift that keeps on giving.
Posted by Eloise on 2009-07-29:
It so easy for them to infest your bedding and nearly impossible to get.
Ken, best answer
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No service after the sale for Rooms To Go - You are not worth five minutes of their time
Posted by Good Customer/ Bad Service on 01/02/2008
ATLANTA, GEORGIA -- For Christmas I purchased a complete bed room suit for my pregnant wife to make her more comfortable as she goes through the next 9 months. I went to my local Rooms To Go and purchased a Bed, dresser w/ mirror, 2 tables, mattress and box springs, and an armoire. We scheduled a date for the delivery on December 20th 2007. I stayed home to set the furniture up and surprise my wife.

Upon delivery, 3 of the 5 pieces of furniture were damaged. I was shocked at how furniture that seemed so well packed, could be in such bad shape. These problems were documented on the delivery guys' computer and someone called soon after to schedule repairs for two pieces and delivery for one entirely new piece. Now I have to take more time off to fix their problem. Oh' well I knew it had to be done.

Problem solved right? Wrong. No one told me that there would be two separate deliveries; one for the new piece and one for the repairs. I take another morning off of work to wait on the reps to take their own sweet time to get to my house. The first truck gets to my house at 9:45 am and informs me that they are only prepared for 1/2 of the work and that I'll have to wait for someone else to fix the brand new furniture that I spent $4000 on.

I decided to run a quick errand 3 miles away that I had to complete as I was not expecting to take the whole day off to wait on Rooms To Go. Shortly after leaving I received a phone call that the Service Agent was at my house and was wondering where I was. I stated that I was just around the corner, apologized for the inconvenience and that I would be there in "two seconds". Seven minutes later as I am pulling in my neighborhood I receive a call from the "Service Supervisor", Elaina telling me that she has instructed the Service Agent to leave. I apologized for the delay, informed her that I was now at home, explained that I was unaware that two separate trips were being made to fix there error, and asked to have him turn around and come back to my house. She immediately caught attitude with me and said that he would still be at my house if it had only been "two seconds".

Obviously this figure of speech meant nothing to her, and her attitude grew and grew the longer we stayed on the phone. She explained how it was my fault for not being home for my service. I kept trying to explain that if she just call him that I was home. He couldn't even be a mile from my house now. The only option that she give me was to reschedule - more time off of work. I asked to speak to her supervisor... big mistake as she quickly informed me that she was the supervisor. I asked to speak to her boss, and she told me he/she "wasn't taking calls today". She gave me the general customer service number and told me that if I had any complaints to send them their way.

Upon calling customer service with my complaint and just wanting to get what I paid for, I was told a supervisor would call me back within two hours. Four hours later I received a call from a lady who claimed she was a supervisor, but still did not want to help. The would reschedule someone else to come out in two and a half weeks. This was her answer, the only way that Rooms To Go would fix their error and she was sticking to it. I asked to speak to her supervisor and all she would give me was an address to write to.

So now I have been setting here for the past two weeks with scratch and dent furniture that I paid almost $4000 for. No one at Rooms To Go seems to care and every "supervisor" that I have spoken with has been incredibly rude and extremely unhelpful. It will be another 2 weeks until I get what I paid for, nice new furniture. No one at Rooms To Go will make any arrangements to fix their mistakes.

This was not my first experience buying from them, but it will be my last. I tried to have them take it all back, but they have a "No Return" policy. Apparently they also have a "The Customer is Always Wrong" policy.

This company wasn't willing to wait 10 minutes on me, but I am expected to wait hours on them.

Please, for your own sanity, DO NOT BUY ANYTHING from Rooms To Go!!!

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Posted by Principissa on 2008-01-02:
Not trying to be rude, but why couldn't your wife be home for the furniture people? I was pregnant twice and it never stopped me from doing things on a daily basis.
Posted by Principissa on 2008-01-02:
Not trying to be rude, but why couldn't your wife be home for the furniture people? I was pregnant twice and it never stopped me from doing things on a daily basis. I also don't understand why you left if you knew someone was coming over to your house. They have other customers besides yourself and they cannot sit there and wait for you and have other people complain that they guy never showed up.
Posted by judyneric on 2008-01-02:
Good customer, you are right. It is a company's responsibility to ensure a timely delivery, and if there are problems, to make amends quickly. If this company really cared about your business, instead of leaving while you were on your way home, they could have called you back and said, "It's been 5 minutes, and he is about to leave. When will you be arriving?" But nope, customer service is a thing of the past. It is rare in this day and age for a business to bite the bullet and make sure a customer is satisfied, unfortunately.
Posted by Nohandle on 2008-01-02:
Princi, I believe the OP stated this bedroom set was to have been a surprise for his wife so obviously she wouldn't have been there for the delivery. GS/BS did the delivery people give you any indication as to when the repair man was coming that day? I, personally, would have told them I had a quick errand to run and could they check to see if that was a problem. I expect this fiasco takes a bit out of the fun of a Christmas gift for your wife. Congratulations on the baby, BTW.
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Don't buy furniture from Rooms To Go!!!
Posted by Dabzosha on 11/11/2012
COLUMBIA, SOUTH CAROLINA -- I bought a leather living room set from ROOMS TO GO about 2 years ago and now the leather is cracking. I also purchased a protection plan when I purchased the set so that if anything happens it would be taken care of. So, I called to get my leather set repaired, but they said that my protection plan was only for spills. I can't believe I wasted over $160 for a protection plan that could never be used. I also purchased a dining room set a couple of months after I purchased the leather living room set and now the chairs wood is wobbly. I barely use my dining room, so how can something that's barely being used break down this quickly?? Please DO NOT buy a thing from this company, because you are not getting your money's worth!!!!!!!!!!!! Room TO Go are crooks and they charge way over price for poor quality furniture!!!!!!!!!!!!
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Posted by CrazyRedHead on 2012-11-12:
I take it you didn't read the protection plan before you bought it to see what it did and didn't cover, so you know what you are getting into.
Posted by HOUSTON, TEXAS on 2013-07-11:
THE SAME EXACT THING HAPPENED TO ME! You are so right. I just spent 4 hours on the phone trying to get my leather sofa, love seat and recliner to be inspected for a repair. The leather is pealing and cracking. I paid for extended warranty and they agreed to send a technician to my house to check them but only the sofa and love seat are covered. They said the recliner was delivered on a different date
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Try Tempurpedic for 30 days and return if not happy!!!
Posted by Not-again on 08/11/2010
WEBSTER, TEXAS -- We were told by 2 different sales associates at time of purchase we could try ANY tempurpedic mattress and if not happy, we could return it!!! BUT when we tried to return it the store manager stated that Rooms To Go does not have a return policy - quote "No item has ever been returned"! When told about what the 2 sales people stated he said he was NOT responsible for what they said.

I will not spent another cent at rooms to go AND will make a special point of telling everyone about this problem.

I'm sure Rooms To Go will go under like other companies that tread customers as one sale only.
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Posted by Anonymous on 2010-08-11:
Thats rooms 2 go for you! Im suprised those crooks are even still in business!
Posted by D_Johnson on 2010-08-12:
I'm really sorry to hear about your experience and would like to look further in your concerns! If possible, please email us the order information at tellus@roomstogo.com.
Posted by ok4now on 2010-08-12:
Did you put this on your credit card? If so dispute the charge and force them to take it back. That's what they get for lying to you.
Posted by Helpful on 2010-08-12:
This all comes down to not what was said, or what you think was said, but what was put in writing. Unless the terms of the return of merchandise is placed within writing, a purchase can't be undone even minutes after the transaction has taken place.
Posted by melphil on 2010-12-07:
D Johnson has to respond to so many complaints, he just cuts and pastes!

I had the same experience. I was told by a customer service rep one thing and found out it wasn't true. What happened to verbal contracts? Or, better yet, what happened to good old customer service?

You are right. They'll go out of business!
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Don't buy at Rooms To Go and Certainly Don't Buy the "Stain Protection"
Posted by Mishylane on 10/07/2009
POMPANO BEACH, FLORIDA -- I purchased the Mirage 3-piece sectional for about $1700 from Rooms to Go in Pompano Beach in March 2009 with the "stain protection" warranty for all the pieces (extra cost $150.00). The salesperson, told me that the sofa was well made, "not particle board" and that I should buy the stain protection so that the couch would be protected and if I got any stains on it, all I had to do was call and they would come clean it.
In late September, my husband and I were sitting in our sofa and he leaned over to me and we heard a "crack"! The front of the couch had broken to the floor. I called RTG "customer service" and they told me they would send out a technician. The technician came and left about 25 Staples on the floor and "fixed" the couch. A day later, it broke again. I called them again and also asked them to come and clean some food stains that were on the couch. A week later, on a Saturday, the technician arrived about 45 minutes after the "window" and said that they didn't cover that kind of food stain and that its more like a "whole coke" being spilled on the couch. He also said the couch was made of particle board and that the particle board was cracked. He would try repairing it, but there were not guarantees.

Well, of course it broke a day later. I called Rooms to Go customer service on Monday morning and they said they didn't have the report from the technician yet and when I complained of the "stain protection" warranty, they said I need to take it up with the store. I called the store manager and I keep being told "he was busy and that he would call me back." I called RTG customer service on Wednesday and they told me that they still don't have the report back and that I may have to wait two to three weeks for a response.

As I was telling my friend about it, she stood there amazed. She had just bought the same couch and was having problems with it as well!!

I have already contacted the Florida State Attorney's office.
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Posted by MSCANTBEWRONG on 2009-10-07:
There are tons of complaints about Rooms To Go on this website. It's one of the main reasons I didn't even look in their store when I was furniture shopping.
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