In May 2000, we purchased two living area suites of furniture at the Rooms To GO store in Grapevine, Tx. After a short period of time, we discovered several serious defects in both materials and workmanship in all but one of the six pieces purchased. The "formal" set had a rip in the material between the back cushions and the back of the couch. The ottoman of this set has an attached cushion which sits to the side (off center). This set had never been used at our house. The loveseat of the second set and the easy chair had defective cushions, also, AND had nails and staples protruding from seams in the armrest facings causing injuries to a guest at our home (fortunately the injuries were not serious and no legal actions were taken against us).
In February 2001, we returned to the store to seek relief for this situation only to discover the saleswoman did not work for the store any longer, so we were assisted by a young woman from in the "office". She listened to our complaints and proceeded to look up our purchase in the computer and informed us that none of the pieces were current stock. We asked what could be done to remedy the problem, only to be told we should find other items in the store (not necessarily living area pieces) that equaled the price of our original purchase plus the fabric treatment. We exp;ained we did not want other furniture as that which we had purchased was what we wanted for a particular purpose and did not need other types of furniture. She informed us the store policy was no refunds only merchandise exchange. Reluctantly, we proceeded to browse the existing samples and failed to locate anything we liked or needed at that time. The young lady said we should check back every few weeks as their inventory changed periodically. Feeling we had no choice, we agreed to do so.
We looked from that point until November 2001 finding nothing anything we liked or wanted or needed. We attempted to find the customer service lady we had dealt with to find another avenue for satisfaction only to discover she did not work for the store, either. We were directed to the store manager, who proceeded to tell us that the warranty period was over and there was nothing he could or would do. We exp;ained the previous lady we contacted had printed a report of our purchases and what she had instructed us to do. The manager said he could find no record of us being in the store at that time and no record of a complaint or any other record aside from the original purchases. He did say he would allow us to exchange for equal value. Again, we explained that they had "nothing" we wanted. He indicated that was too bad and could do nothing further.
I contacted HRS USA to file a complaint and see if they could get the store to do something to rectify the situation. They required a letter of grievances before they could take action. We submitted a letter and a month later they said we were out of the warranty period, nothing could be done by them.
We now have this furniture sitting in our house, not being used, and have purchased replacement pieces from Lazy Boy in the same fabric (which was no longer available at RTG) and are satisfied with its performance. I begrudgingly pay on the %#*! from RTG to HRS USA, while hoping for a class action suit, government investigations or bankruptcy to befall Rooms To GO and HRS USA/Household Finance Corporation.
Do not just read these complaints or write new ones. Be pro-active and contact your Better Business Bureaus, Consumer Fraud Agencies, State Attorneys General, Federal Fair Trade Commission (FTC), local radio, television and print outlets as well as any person who mentions purchasing furniture.
North Richland Hills, Texas