• Report: #357492

Complaint Review: Rooms To Go

  • Submitted: Wed, July 30, 2008
  • Updated: Thu, July 31, 2008

  • Reported By:Pearland Texas
Rooms To Go
19250 Gulf Freeway Friendswood, Texas U.S.A.

Rooms To Go Will not refund delivery charge for item that was damaged in the first place Friendswoord Texas

*UPDATE Employee: Delivery Charge refund

*UPDATE Employee: Delivery Charge refund

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My sister and I bought a sofa for our mom who is disabled. Prior to the purchase, we had the store confirm that the sofa would stand up to long hours of use daily. Within the first week of purchase, the item started sagging. After a few phone calls and complaints, the store sent a representative to check and it was decided that the item was damaged. They picked it up and issued a refund after another few calls and two trips to the store to prove to them that they had no sofa that can withstand lots of use, no sofa with high density foam can avoid sagging if the construction of springs is not adequate.

The problem is that they refuse to refund the shipping charge. I made numerous calls to petition this. The representative at the actual location of purchase finally agreed with me that if a store sells a damaged item, the refund should include shipping charges but she was told by her managers that only the national corporate office could settle this. I was told my complaint had been forwarded to the office so I waited and waited but heard nothing back. I tried calling them myself but I always hit a dead end and received no call backs. I am really unhappy that I not only wasted over 60 hours on this issue but I loss $100 on shipping/delivery charges for an item that was damaged to begin with.

Denise
Pearland, Texas
U.S.A.

This report was posted on Ripoff Report on 07/30/2008 03:14 PM and is a permanent record located here: http://www.ripoffreport.com/r/Rooms-To-Go/Friendswood-Texas-77546/Rooms-To-Go-Will-not-refund-delivery-charge-for-item-that-was-damaged-in-the-first-place-F-357492. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 2Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

Delivery Charge refund

AUTHOR: Udaman - (U.S.A.)

Denise, If you want to get results, go to roomstogo.com. At the bottom of the main page there is a blue HELP icon. Under that, it lists customer service first. Click on that. On the next page, click on ONLINE SUPPORT. Type a letter and address it to PRESIDENTIAL. I guarantee that will get you more help than calling the store or customer service.

As for the sofa not holding up to hours of use daily, I'm not quite sure what you mean. No sofa is meant to be LIVED on. For the most part, any of the coil and foam systems used in Rooms To Go (and most other furnitrue brands) are going to be able to withstand aproximately 300lbs per seating area. They use either an S shaped coil system, Perelli webbing or hand/machine tied individual coils. The foam is usually 1.8 density or higher. That's pretty standard in the industry.

If your mother is bed-ridden, you may want to consider an adjustable bed. If your salesperson had been listening to your concerns, he would have suggested either that or a sofa bed. The sofa bed has a sturdier seating area and stronger support besides the fact it doubles as a bed.

Anyway, sorry to hear about your delima. I hope you get it resolved. I will say this though, Rooms To Go is a very successful family owned business and as such they do everything they can to protect their reputation so you should get some results if you follow the above directions.
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#2 UPDATE Employee

Delivery Charge refund

AUTHOR: Udaman - (U.S.A.)

Denise, If you want to get results, go to roomstogo.com. At the bottom of the main page there is a blue HELP icon. Under that, it lists customer service first. Click on that. On the next page, click on ONLINE SUPPORT. Type a letter and address it to PRESIDENTIAL. I guarantee that will get you more help than calling the store or customer service.

As for the sofa not holding up to hours of use daily, I'm not quite sure what you mean. No sofa is meant to be LIVED on. For the most part, any of the coil and foam systems used in Rooms To Go (and most other furnitrue brands) are going to be able to withstand aproximately 300lbs per seating area. They use either an S shaped coil system, Perelli webbing or hand/machine tied individual coils. The foam is usually 1.8 density or higher. That's pretty standard in the industry.

If your mother is bed-ridden, you may want to consider an adjustable bed. If your salesperson had been listening to your concerns, he would have suggested either that or a sofa bed. The sofa bed has a sturdier seating area and stronger support besides the fact it doubles as a bed.

Anyway, sorry to hear about your delima. I hope you get it resolved. I will say this though, Rooms To Go is a very successful family owned business and as such they do everything they can to protect their reputation so you should get some results if you follow the above directions.
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