Rooms To Go

Sofa with bar that hits mid back-

On 1.26.19 we bought a cindy crawford sofa with a upgraded mattress (salesman insisted on this) in addition to two rocker recliners. The salesman, (AB 042402) talked us into the upgrade as well as the "guard it" extended service contract. On 4.22.2020, we filed two claims with Fortegra (extended policy) and the claims were approved. On May 23rd, 2020 a service rep came out and stated the sofa was a manufactures defect and the one of the recliners would be repaired and he would order parts. Months went by with no word. We would make calls and were told due to the pandemic, no one could come out. Continued calls to RTG went nowhere. Passing the buck to others, supposedly dropped calls and another 6 months went by with no resolution. No phone or written contact was made by RTG ever. Finally, on 11.23.21, we made contact with RTG and again, another dropped call and then made a call to Fortegra. The 1st person spoken to was a lady whom I have the name and all names written down, advised me that on 7.7.20 the recliner was authorized for a reselection and on 10.25.21, the sofa was approved due to manufactures defect. I then finally got someone at RTG call center and was advised that the reselect was only good for 30 days from 7.7.20 and it was now no good. No one ever let us know about this reselection. This same person advised the sofa was not defected and nothing could be done. The last time RTG made contact with us was the service call on 5.23.20. We were waiting on parts. I then asked to speak with supervisor. That one day, I spoke to 8 people from RTG and Fortegra and not one person had the same story. We have never been able to use the sofa bed, not one time due to this defect and want both replaced or refunded. This has been ongoing for almost two years and the extended service contract is still in effect at this time. However just a few short months and it will not be. I will also be filing a complaint with NC state attorney's office. Thank you, Mary Decker 11.24.21

Josh,

I bought a two piece leather set and three piece table set. The only reason I purchased these items because I was told if we purchased them with the additional warranty that if anything should happen to the furniture it would be covered. I was even told to get the additional coverage because I was told if something happened to one piece, both pieces would be replaced. But that is not the case. The tables rusted within 6 months of purchased. When Called I was told it wasn't covered because it was normal wear and tear. Really! Very poor quality. The only reason I bought the dual recliners because of the warranty. I knew that eventually that something would happen. They came out and said they would replace the electric units, only to find out that it's not covered. The lady who sold us the set said that if the furniture was scratched or damaged by pen marks. Any damage would be covered. That was why I purchased the furniture and the warranty. How many people are you guys tricking into buying a bogus warranty? The date of purchase was 1/20/19 and the order number is [protected]. They came out on 4/28/21 for the work done on the extended warranty but no work was ever done. I even contacted Integra but they couldn't do anything because of what you guys consider defective vs wear and tear. The recliner on the left is stuck in a position where you can't even sit comfortably. The wire is frayed, I was unable to add the picture. Today the electrical box got hot and the right side recliner would not work. I unplugged it for two hours and plugged it in and it worked. The cord is a fire hazard. I don't have invoices or any emails. Every thing has been done over the phone.

WORST experience of my life. We ordered a bunk bed that arrived today.. Damaged. I asked the driver if he knew the number to customer service and he told me he didn't know because he didn't work for Rooms to go that they were contracted out. When I finally got the number to see what I needed to do, I looked out the window and they were gone. The Supervisor Cynthia was very rood and would not let me get a sentence in, so I asked her if she could be quiet for a second so I could finish telling her my concern. She then told me she was going to disconnect the call because I have now disrespected her?!?! . When I asked to speak to the person over her she refused to connect me. I am still not sure if they are even going to deliver a new bed or not. I WILL NEVER SHOP AT ROOMS TO GO AGAIN! Horrible customer service!