The complaint has been investigated and
resolved to the customer's satisfactionResolved Rooms To Go — poor customer service
resolved to the customer's satisfaction
My wife and I purchased a living room set last October upon moving into our new home. After a few short months the cushions in the sofa we purchased began to go flat as the stuffing was pushed to one side. When you sat on them you had to sit at an angle (totally unusable). So at this point I decide to call customer support and see about getting the issue fixed under their warranty program, all seemed well. Rooms To Go sent out a technician who verified the sofa was defective. To my delight he said the company would either repair or replace the sofa. Then started the waiting, a month went by, I called their support line again to be told that yes the sofa would be repaired when the parts came in. I was skeptical, how long does it take for cushions to ship? Nevertheless I waited, another month went by. This time I emailed them asking what was going on here is their response.
" Dear Christopher Reding,
Thank you for contacting Rooms To Go. In reviewing the order information, it shows that replacement parts have been placed in order to resolve the issue that you have reported. Once the parts are received from the manufacturer, you will be contacted by our service office to arrange for the parts to be installed. We apologize for this delay and any inconvenience that this may have caused.
Seems nice enough, they "apologized" didn't they. Well my question is at what point does an apology fix my issue? I feel like I'm being given the run around and these people aren't going to do anything to help.
Lately we are seeing similar issues with the rest of the furniture we purchased from RTG. Safe to say I will never purchase anything from this establishment again. However in the meantime, I am now stuck with a sofa that I can't use but still have to pay for.
If anyone out ther knows the executive email addresses of the company I would be greatly appreciate you sharing in th comments. I'd like to send them a letter letting them know how their customer service, or lack there of, is failing to meet the needs of their customers needs.
The complaint has been investigated and resolved to the customer's satisfaction.