Three years ago we purchased a new bedroom set from Rooms to Go. About 15 months after the purchase we noticed the leg on one dresser had a major crack in it. My husband contacted RTG and they sent someone out to look at it. The gentleman took pictures and verified our complaint. He reported back to RTG and in time they contacted us basically saying too bad the warranty is up.
This was unacceptable to us, we are talking about a costly peice of furniture that should not spontaniously crack after less then two years. After many phone calls working our way up the chain of command to get some results they offered us a credit as the set we had was no longer available.
We were given specific details of using the credit, it had to be at the store of purchase, had to be used by a certain date and could be for any selection we chose. In the interum my husband had some health issues so RTG agreed to extend the time frame to redeem our credit.
We finally went to the store a few weeks ago to use our credit, mind you we would prefer to not get another peice of furniture from this store but were not going to just walk away. We made our selection the sales person had the office look up our credit, we paid the additional monies owed and scheduled the delivery.
My husband called yesterday to confirm the delivery, they told him they had two scheduled, one to pick up our bedroom furniture (SERIOUSLY?)and another to deliver the new wall unit.
We never agreed nor were we told that our credit was in exchange for our bedroom set, nor would we have agreed (we are not that stupid) as beleive me the credit given did not cover the entire set. Never was there an option to exchange the one piece the offer direct from corporate was a credit.
A credit is supposed to be exactly that, monies you can use toward another purchase. Now we are back to square one, a damaged peice of furniture and no retribution from RTG. I have already reported to the BBB and attempted to post on their Facebook page.
I am outraged at the lies and scams that have been put into play here. We have emails stating we have a credit to be used for anything we choose, apparently they do not understand how a credit works.
We have wasted more than a year on this issue and are left with our damaged dresser and painfully bad experience with a comapny that does not stand behind product they sell and has a horrible understanding of what true customer service is all about. I guess retaining customers is not on their agenda.