Rooms To Go

Moved to Florida in October 2019 - purchased all new furniture including a down filled sectional sofa from Cindy Crawford Homes. We received our furniture in November 2019 and purchased with an extended warranty. The sofa is a light colored ivory tone. In October 2020 we noted that after using the cleaning product that Rooms To Go provided us we were seeing dirt stains where we had previously cleaned the cushions and called the warranty department. It took 3+ weeks for them to send a representative (they came 11/16/2020) to look at the sofa and upon his review it was determined that the cushions would need to be replaced and he would return to the store and place the order. We were told by the customer service rep that the cushions would take 4-6 weeks so we waited. We did not hear from customer service after 6 weeks and called to determine when they would arrive and be delivered. Well, apparently no one ordered the cushions for replacement after we spoke to customer service on the 18th of November 2020. Again, we were told the order would be placed and now it would be 8-12 weeks for delivery with a new anticipated delivery date of approximately the 8th of March 2021. We waited and on February 27th we were notified that cushions were in and were scheduled for delivery to our home on the 2nd of March 2021. We were so excited and attached in the photos are the messages from RTG regarding delivery date and time confirmation. Well, needless to say, the delivery time came and went and when we called we were told a call would be returned once RTG was able to reach the driver to see why the delivery had not taken place. On 3/3/21 we were told the driver dropped off the cushions in Ocala and we would have to pick the up on Friday the 5th of March. Ocala is 45 minutes from our home and these cushions were supposed to be "installed" which we assume the covers only were ordered and not a full cushion. This has never been explained to us. Another call placed on 3/4/21 to ensure the delivery was in fact in the Ocala office. No go, they could not locate our delivery and to date the original order has not been located anywhere. RTG customer service manager/supervisor explained that they could not locate the product and would "reorder" another set of cushions for our sofa. OK, now we await another delivery set for the end of May to beginning of June. No date has been provided and no one can tell us what happened to the original "order" or if in fact the order was ever placed. Our sofa looks terrible and having company over is embarrassing as the stains are not able to be cleaned. We have called, emailed, written letters and spoke to customer service. No one will verify if they order was indeed placed, cannot offer an explanation for what happened or why a delivery driver texted us telling us they were 5 minutes away from our home. We waited here all day, no phone calls were placed, no truck showed up and all we get is the run around, we will call you tomorrow with information only to never receive a phone call. Every time we call we are passed off to someone else and nothing is getting done. Attached are photos of the text messages sent to us advising of the delivery schedule, the fact that the driver was 5 minutes away and that they were ready to assist us with our delivery. Please advise of findings, any assistance you can offer or if you need further information.
Don & Brenda Meyett
1577 Sarakinis Path
The Villages, Florida 32163
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