Rooms To Go Compliment - Took a while, but in the end they stood behind their product
MARIETTA, GEORGIA -- Purchased a living room set which was delivered when scheduled. After about two weeks we noticed that there wasn't enough padding in the arms and we could actually feel the frame. Even guests who came over remarked about the sofa being uncomfortable. So, after having the set for only 3 weeks I went to the store where I purchased it (the salesmen did not remember me, shouldn't a good salesman remember your face at least?) and was told to call the service center.
Week 3,I called the service center and they sent out a technician the next week.
Week 4 technician came out and agreed with me and told me that he would report it and to wait 5-7 days and someone would call.
Week 5, well no one called after 7 days and I called them. I was then told that the technician wrote it up as "nothing wrong" ! I can't believe that the tech lied to my face! So, the CSR offered to send another tech to my house.
Week 6 the 2nd tech came to the house and could feel the frame through the material. He told me someone would call in 3-5 days.
Week 7, I called them after 5 business days and was told that the tech did write it up and I was authorized an exchange. Well I didn't want an exchange, I wanted to get a totally different set and I would pay any difference. CSR told me it was not possible. So, I told her I would call her back. Well, I called back about an hour later and got a different CSR. She told me the same thing. So I asked her, what would happen if the new set had the same defect, and she said that then I could reselect a different set. Then lo and behold, she says not to worry about it and that I had 30 days to pick a different set! I thanked her and went the next day to the RTG store and selected a different set. I am expecting delivery in 3 days. I did not have to pay for delivery and they applied the fabric protector that I purchased on the old set to the new set. I do feel that their "system" could be streamlined (each step takes a week) but in the end they did stand behind their product/warranty and I am a satisfied customer.
I have seen many negative comments about RTGs warranty service and I wanted to post a positive one so that people will know that there are people in the company willing to work with you.