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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!

David of Plano TX (06/06/08)
I purchase a Love seat, a Chaise, and four set of dining chair from Rooms To Go, in Sept 06. From the point of contact and the end of the sale, the salesman demonstrated the benefits of getting the 3 year fabric protection plan. He even took his pen out and wrote on the sofa, same fabric as the sofa I own. To my surprise it was remove with the cleaner liquid that was provided to me when I made the purchase. I can't not remember his name, but he explained to me that with this fabric protection plan, if there is any food or drink stains that wouldn't be remove, that either Room To Go will fix it or replace it.

Call customer service they sent a Technician out, he remove some of the stain but not all of it, told me to get it professionally clean. Which I did and cost me 140.00. Then another Technician came out and told me to keep the reciept so that I can be reimburse from Rooms To Go. Got a call back from customer service telling me that they can't do anything for me.

After going through will all the process that the customer service told me to do. I get nothing in return, they got my business and they won't keep there word on the fabrics protection plan. They offer a 3 year protection plan and yet they do not even follow through with it. Just giving me the turn around. The salesman even use my little as a selling tools to demonstrate it will be best if you use it because kid will be kid.

To offer a product and don't follow through with it. Not explaining the protection plan to it entity. Giving customer the turn around. I am a very patience person and do not waste time on this nonsense, but to spend almost 2,000.00 on their product and in return getting the door.

My furniture need to be fix or replace. Has small stain, but to their description it was soil. Just another way of giving me the door.

Renee of Inverness, FL April 15, 2008

Renee of Inverness FL (04/15/08)
They will not honor their refund policy agreement. It states you can get a refund of only 80% but in actuality you can only exchange for another piece of poor quality, shoddy piece of *crap. When they delivered my furniture they dropped while in the drive way to my house. Scratched and dented the dining room table. The chair legs are wobbly, some legs are shorter than others. The fabric on my living room furniture upon delivery has miscolored fabric. How can this company get away with ripping poor elderly and disabled blue collar workers. Why isnt there a Class Action suit against them? I pray to God they go out of businness and stop ripping the people out of their hard earned monies.

I've also written to the BBB and researched the internet. There is a Class Action suit in NC but I can find no help in Florida. I am physically ill from the stress and the aggravation this company has put me through and feel I have recourse.

Clarissa of West Palm Beach, FL March 9, 2008

Clarissa of West Palm Beach FL (03/09/08)
Purchased furniture and a warranty, and have been unable to obtain service

I purchased 4,000 worth of bedroom and living room furniture in 11-2006 from Rooms to Go. I purchased the additional 3 year warranty as well. I had a problem with the quality of the cushions on the couch and called the warranty department to schedule a repair person to come and evaluate the cushions. The warranty department said that they had no record of me having a warranty. They advised me to call the store where the purchase was made. I called the store and was told that they did not handle that, and advised me to call the warranty department. They kept tossing me back and forth.

Finally, I became so frustrated that I wrote a letter to the customer service manager at the rooms to go where I purchased the furniture and another letter to the warranty department at rooms to go. I received to response from the rooms to go store where I made the purchase. Several weeks later I received a call from schekema, who is a supervisor with the warranty department at rooms to go. She asked me not to cancel my warranty contract, to take her name and extension number down in case I needed assistance. I still have issues and when I call the warranty department, they direct me to customer service, and when I call customer service, they tell me to call the warranty dept. since I have had the furniture for more that 1 year. I tried Schkema's number and extension and have left 4 messages over the past month, and none of my calls have been returned. I will never buy furniture from this company again.

Georgia of Knoxville, TN February 11, 2008

Georgia of Knoxville TN (02/11/08)
I purchased an adjustable bed and mattress protectors. I was told the mattress had a 20 year warranty, the base a one year warranty, and the mattress covers a 10 year warranty. When I asked for copies they told me I would receive them with the delivery of the bed (total cost: 3,796.41) I have made numerous calls with no results. They said on the phone that the warranty wasn't for what they said in the store. I have nothing to prove I have any warranty on anything.

So far, I haven't, but what will I do if I need the protection promised? For a retired teacher, this is an expensive item. And with the control mechanism, there probably will be a possibility that I will need the warranty in the future.

Diane of Clayton, NC April 25, 2007

Diane of Clayton NC (04/25/07)
We purchased both a dining set and leather couch, loveseat and recliner. The ticket was split by the sales person into two different orders. We put 800 down and saw the order on the screen. When we got home we noticed that the sales person added protection to the leather furniture for an additional 210 and also added protection to the dining room set for 120.

The next morning I called to cancel the orders since we were not willing to pay for something that was put on our order that we didn't want. We felt that it was very unethical. I reached Allen at Rooms to Go who said he was office staff, would not give me any other title. He said that he would cancel the order and I could get a refund in 10 business days. I asked if I could just pick up our check since it was Sunday and the banks weren't open, but he said it had been put in the night deposit. He assured me the order would be cancelled.

Today (Wednesday) we received a call from the delivery department scheduling the delivery. We told them the order had been cancelled already. They told us to call the store. I called the store and spoke to Stephanie who said the order was not cancelled. Stephanie siad she would make sure it was cancelled.

At this point we are out over 800 in deposits and are SUPPOSED to get this money back in 10 business days.

Erika of Lehigh Acres, FL April 6, 2007

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