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Purchased the warranty plan. Had a service tech come out and check my couch b/c I could not get a stain off. He stated they will replace the cushions under my warranty. 2 wks later a customer service rep called and said they will not replace. After complaining they sent the same tech out, same result, same call for c.s.rep. I had to email the CEO and COO of RTG to get someone to reopen my case with them. They still will not replace my cushions under the warranty. They claim it was not food related stain even though it was. That company has horrible customer cervice. Do not buy from them!
The complaint has been investigated and resolved to the customer's satisfaction.
We purchased a couch, dining table with 6 chairs. After about 4 or 5 months, the whole frame of the couch fell apart so it feels like we are sitting in a pit. A leg on one of the chairs continually falls off because the brace it is screwed into is broken. We forgot about the warranty and went to look at a new couch at the same RTG. We told the salesperson the reason for wanting a new couch and after telling us "That's what you get for buying that couch" he asked if we had called CS. We left and called CS to have someone come look to see about repairing/replacing the broken furniture. The tech came out, took pictures and said a cs rep would contact us to let us know about repair/replacement. When the CS rep called they told my husband they could do nothing as it was determined the damage was caused by abuse. I called back and emailed asking how normal use of furniture would cause such damage. We don't jump on or slam it around, we sit on couch, lay on couch and sit in chairs and I don't think our 1 year old would have the strength to break the furniture. I never received a response to my message or email and we are still left with a broken couch and chair we cannot use. The so called warranty is a scam; when something actually happens they try to weasel their way out of taking care of anything, then they just start ignoring your calls. I would never buy furniture from RTG and have advised many friends and all family against it.
As a former employee, I can tell you that this is the most misleading company that I have ever worked for. Sales people are actually written up if they do not sell over 90% of all fabric and leather protection opportunities. This also goes for selling mattresses with bedroom suites, floor lamps, ottomans, rugs and sofa tables. The pressure is relentless and their employee turnover is unbelievable. Their own manufacturer has a training film that states that microfiber is “naturally” impervious to stain. It needs nothing done to it. Anyway, they don’t spray it. The warranty that they charge you for is ONLY for food and beverage stains. It provides that a technician must come to your house to check it. The technician is given a bonus if he rejects your claim. I have seen the emails that come to the store to tell them how much bonus the tech was paid each month. This caused an uproar with sales people in my store and Corporate turned around and made emails “unavailable” to anyone except the store manager. If you want furniture, spend your money with honest retailers. Don’t go there!
I would like to talk to this person as I am trying to initiate a lawsuit against rooms to go for breech of warranty- ftoroam@gmail.com is my email
Rooms to Go owns their own lawfirm. Suing them will be a waste of your money.Just make it a personal project to spread the word. Tell friends, relatives aand total strangers about your experiences.
MaddHatter, Most of the stores just give you the cleaning fluid if you walk in and ask for it. They don't even check to see if you bought anything from them. But once you have purchased the so-called warranty, you are entitled to get the cleaning fluid free from now on. You will note that they have responded on this thread leading others to believe that they will actually take care of your problem. Can you believe that they actually have people monitoring these websites and their own employees facebooks. They warn employees to never make a derogatory remark about them. Reminiscent of the Gestapo.
I'm having the same problem Do Not Purchase There Warranty. The sales associate will tell you what ever you want to hear get it in writing and make sure its detailed. I wrote a letter to corporate two months ago and called no one returned my call. I have spent thousands of dollars here and I will never purchase anything at rooms to again. When you purchase there furniture there so nice, after the sale is complete you get no help after. Went to rooms to go kids located at 2330 Pleasant Hill RD Duluth Ga 30096 beware get it in writing the warranty is a money making scam.
So we bought a new home and ordered all new furniture. I must admit I do like it. But the warranty is a joke I purchased to help for 3 years.
I have a Seaside Chair and it has runs in two spots and they came out and said they do not cover it, what? The chair was purchased a year ago!
Hello, this is deeply concerning to hear. Please email the details and your order info to TellUs@RoomsToGo.com so we can look into the situation further.