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Rooms To Go

Warranty Questions

Rooms To Go
•Delivery problems
•Quality problems
•Customer service
•Warranty issues
•Boorish behavior
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•Kids Rooms To Go

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!

Michael of Salisbury, NC September 14, 2009

Purchased in cash (900.00) reclining sofa and matching recliner from Rooms to Go eight months ago with a one year warranty for normal wear. The cushions on the arms have so little padding that your elbows are on wood and the recliners on the side of the sofa throw you toward the center of the sofa and your butt is on wood as well. They said that they would pick our sofa up and replace the padding on the arms and they may possibly have our sofa for 8 days leaving us with nothing to sit on.

We asked them after the repair if they would extend the warranty to cover what they repair and they said they would not, that we would only have four months of coverage with no gaurantee this won't happen again. We will be out 900.00 if Rooms to Go does not correct the situation.

Jeremiah of Dallas, TX August 3, 2009

I purchased a table and chairs from Rooms to Go on 5/27/2007. It cost me 757.73. There is a 1 year warranty on the product. After 2 years of ownership, this product is starting to show signs of defect. The table top is bubbling up. Rooms to go refuses to replace the table or offer any other assistance because their 1 year manufacturer warranty has expired.

Fred of Boynton Beach, FL June 14, 2009

On September 13 2008 my husband and I purchased a sofa and recliner, each piece on sale for 299. At the showroom we tested and sat on the sample pieces in aid of making a decision. The two pieces were delivered as promised on September 15 2008. After using the sofa for a couple of months, the seat pillows collapsed and the back of the sofa became bowed, making it very uncomfortable for anyone to sit on. As Rooms To Go offers a one year warranty against defects, we went back to the showroom in March 2009 and the sample sofa was still there in fine shape. Our salesman was not there so we spoke to a manager who arranged for a complaint with the Customer Service Department.

After waiting about two weeks, I had to call and find out if we were going to get any action. I spoke to "Alejandra" who gave me an order number. She has a very heavy Spanish accent and I had difficulty understanding her at times. Also, she showed extreme annoyance during one conversation. A tech was sent to my house on the wrong day and he examined the sofa, took pictures, and agreed with me that it is very uncomfortable and in need of repair or replacement. Then he went back to the office and reported that there was nothing wrong with the sofa.

I complained again, then on May 13th was told that parts were ordered and it could be another 90 days from that time until they would arrange to pick up the sofa and repair it. It is costing them more to do all this than just replacing the unit would be. We have never received any phone calls or contact from them. Our only interaction is when we call them. We also told them we would be willing to accept a credit and put it towards a replacement for which we would be willing to pay the difference. Anyway, we still haven't a proper sofa to sit on.

Claudia of Montgomery, AL February 17, 2009

Claudia of Montgomery AL (02/17/09)
I purchased a Sectional Sofa with Chaise on 01/29/2009 from Room To Go. The sofa was delivered on 02/01/2009. I paid cash for the furniture with my debit card. The total amount was 1,380.44. The price included: LAF SECT 999.99; Protection 59.99; Protection Armless Loveseat 49.99; Protection RAF Chaise 44.99 and Delivery/Setup 99.99 and Sales Tax 125.49. There is a permanent weakness in the material on the Chaise after sitting on it several times (I am not overweight). There are lumps on the other two pieces. The material is grossly irregular. The same sectional was in the store and I sat on it for at least a half hour and it was firm with no break or irregularity on the piece of furniture. The price also included ForceField Exclusive Fabric Protection with a 3-Year Limited Warranty. There appears to be no such protection. It is embarrassing for anyone to see it and I've only had it for two weeks.

I am divorced and had to save the money for a year in order to purchase the furniture. I am very disappointed. I called Rooms To Go Customer Service and spoke to a representative (? Brittany) after which I felt that I had been questioned by the FBI. A Tech is suppose to come to see this furniture sometime on Friday, 2/20/09. The only thing that I feel should be done to the furniture is to destroy it. I have been advised that Rooms To Go do not give any money back, so I am just waiting nervously to see what happens.

Authorine of West Palm Beach, FL December 3, 2008

Authorine of West Palm Beach FL (12/03/08)
We purchased our living and dinner room sets from rooms to go about a year and a half ago, the sales man told us about this special product that they spray on the chairs to make them last long and easy to clean, and if we can not get the stains out they would sent a professional cleaner out to take out the stains. it cost us an additional 90 for the sofa, 60 for the loveseat and 10 each or the dinner chairs giving it a total of 60.

May 2008, I call rooms to go service center, to request the service that I was promise in the store, a service person came out to see the furnitures, to my surprise, this guy came with a bottle or captured, I guess it is the same as resolved, the guy wet up the dining chair with this liquid told me to let it dry and get a professional to clean it then rooms to go would come out again and spray the protector over it again. What a big joke. I call rooms to go again to explain the situation, the service rep told me i have to have them professional clean and rooms to go can help me until i do so.

Now i got a professional cleaning, who will come at look at the chairs for us and clean them for 180. Which i will not get back from rooms to go. I WILL NEVER SHOP AT ROOMS TO GO AGAIN, EVEN IF IT IS THE LAST FURNITURE PLACE IN THE WORLD.

Judy of Irmo, SC November 29, 2008

Judy of Irmo SC (11/29/08)
I had a cigarette accident on the arm of my recliner love seat, it made me sick, it is a very small spot, but just the same the set was only 3 months old, and I was willing to pay to have it repaired at my cost. The gentleman acted like he had just one the lottery, and was very pleased to tell me that the incident I described had just canceled my warranty on that piece. I asked if it was possible to have it repaired at my cost. He told me to go to the yellow pages and find some one. Rooms to Go could do nothing for me.

I found a reputable upholster, took pictures of the spot on the arm and she had said if the furniture was only a couple of months old, RTG ought to be able to sell me a yard of the material or even a new arm. I stopped at RTG showroom and asked if that was possible, observing they were still selling my exact same set. They said they would call customer service for me and get back to me.

After three days I called the store, they told me, I had to call customer service again. I did. After trying to explain to the customer service what I had wanted, she transferred me to her supervisor,(neither of them were very pleasant) she gave me the address to order the new arm, and the amout I would have to pay for the arm, which I expected it was my accident, also made sure that I understood RTG would not put this arm on, and that my warranty was canceled.

Seven months later I recived the arm, I opened the box unwraped the plastic to find the arm I had awaited for 7 months to find they sent me one with what I think is a used it has Black marks or stains on it. I am so discusted with rtg. This is a store that you can not talk to any one in authority, they just constantly bounce you back and forth, If I bought a car and dinged the door or a stone flew up and hit the windshield and had to have it repaired I wouldn't expect my warranty to cover it or be cancelled over it.

This was just a frustrating experience, If I can help some one decide not to buy or at least be aware of the service of the type of service this place provides. The love seat has many working recliner parts, springs and such, I still feel they should have covered that for the warranty period.

Tammy of Louisville, TN September 12, 2008

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