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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!

Erika of Lehigh Acres FL (04/06/07)
i purchased a sofa from Roomstogo a couple of months ago and like everyone else I got the the fabric protection plan. I called for a tech to come out who of course stated that I need to get someone to clean it first because it was badly soiled and they are only to clean spots. I advsied the tech and customer service that the problem was from the solution that is provided from rooms to go but they dont want to hear that and dont want to come see that the problem is from the solution

Amleht of Miami, FL January 22, 2007

Amleht of Miami FL (01/22/07)
Rooms to go sold me furniture. I bought a living room set and dining room set, spent nearly 3k with them. Within a week of the purchase they called me and sold me an extended warranty and they made it seem as though that with the purchase of this warranty RTG would replace my furniture if something the furniture would break from everyday use.

My living room chair is broken and one of my dining room chair broke as well from normal use. They sent a furniture technician who came in and verbally guaranteed me that the damage would be covered (I asked him about 4 times and all times he said YES, they will cover it) The only thing he told me was that RTG would have me have the furniture steamed clean first before taking it in to service. About a week later i get a call back from the warranty dept where they advised me that the technician reported customer damage and that they will not cover it.

I asked for a supervisor and a JACKIE called me back, she was not very helpful and I could not understand her because of a thick accent. I kindly requested a supervisor above her , she refused and hung up on me. I have been trying to email them and I keep getting the run around. They claim they cannot find my account information. In addition I called the technician (his number was still on my caller id) i left him a message regarding the situation and he has not called me back.

Michelle of Jacksonville, FL August 23, 2006

Michelle of Jacksonville FL (08/23/06)
I bought a couch and loveseat. The saleslady told me to have them Scotchguarded and for 3 years so Rooms To Go will clean any spill, spot imaginable, even newspaper stains, and since I bought a yellowish gold set, I would definitely need them Scotchguarded. Spent around 110 extra for Scotchguard.

It has been 9 months now and cushions are very dingy looking probably from the newspaper. Called customer service to have them come out and treat the cushions per the agreement, but Phyllis said they only will treat a spot on the cushion and not the whole cushion, like I was told by the saleslady. Her words were, "I don't know how I would word that on the service ticket, they really only treat spots."

Ryan of Sarasota, FL August 11, 2006

Ryan of Sarasota, FL (08/11/06)
I purchased a sofa and love seat about 10 months ago with what sounded like a worthwhile warranty.  The salesman made it sound like anything my son did to the couches was under warranty. In reality it only covered food or drink.  My 2-year old has snack time on the couches and the stains wouldn't come out.

Rooms To Go sent out a service tech who said the stained area was too large and they would replace the material on the couches, he even showed me how they would be doing it!  After a few weeks I called and they said they would be out on Friday to do the repairs. On Friday the same service tech came out and did the same exact evaluation again!

I called customer service and spoke with Dominique who let me know that she couldn't answer my questions, there was no one else for me to talk to and Rooms To Go could evaluate as many times as they needed too. She then told me she was disconnecting the call!

Shehla of Kissimmee, FL January 11, 2006

Shehla of Kissimmee FL (01/11/06)
Hi, I bought a new Second house in Jan. 2004 and brand new furniture from "Rooms To Go" worth over 2000 in April 2004. We only used the furniture for two months and our furniture starting going out of shape. Whenever I sit on it I feel as if I'm sinking into the sofa. I was very disappointed with my purchase. We had a warranty for one year, but I couldn't call because I had to go out of state for few months due to some family problems.

Sadly when I called them and asked for a replacement they said, 'It's not possible because your warranty has just expired only the day before and if you had called the day before we could have done something." I was very upset to hear this. We had purchased furniture for our first house in New York about fifteen years ago and it's still in perfect condition. But the furniture from "Rooms To Go" was terrible. It started breaking apart like it was made out of paper. It was a complete nightmare and my money has also been wasted.

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