- Report: #1125036
Report - Rebuttal - Arbitrate
Complaint Review: Rooms to go
Rooms to go6041 L.B.J Freeway Dallas, Texas USA
Rooms to go Refuses to Honor 1 Year warranty or Lifetime leather warranty Dallas Texas
*Consumer Comment: same situation happening to me
*UPDATE Employee: Follow Up
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I ordered a sectional and matching ottoman May 2013 (about 9 months ago) , and one of the sections is already broken, and rooms to go has repeatedly refused to uphold their 1 year warranty, or their lifetime leather warranty (which I payed extra for). I have had their technicians out twice for a broken front support, which they claim is “Customer damage” when it clearly is not. I have also attempted to contact them on the peeling leather, which they simply do not respond to or acknowledge my email. I have paid ~$1650 ($1520 couch + $130 Leather warranty) on a couch that I can only use 3/4ths of due to a company not willing to honor their own warranty.
Shortly after receiving the couch the leather began showing wear and peeling despite following their monthly leather conditioning regimen provided under the lifetime leather warranty. [continued below]....
When the technician removed fabric from the broken support, He did not ask how it happened. He did not examine the wood for defects. Nothing. He simply asked to take a picture of the break, which I of course allowed, then was complete with his investigation. I told the technician to not put the couch back together since the section isn’t safe to sit in until repaired. A week later I received a call from their customer service with the results. Customer service found that the damage was caused by the customer. They offered no suggestion on any additional service outside of the warranty or any plan on remediation. They practically told me customer damage was the cause then hung up the phone.
A week later I look at the couch support to see if the support is fixable. That’s when I found the ripped leather on the wedge. When I examined the support I found multiple points where the wood was delaminated (See attached pictures), which would compromise the integrity of the wood, and be classified as a manufacturing defect, and would fall under their 1 year warranty. I scheduled another technician visit the following week via email. Once I had the visit scheduled I responded to rooms to go mentioning all the issues with the leather and included pictures. A week later when the technician arrived I had not gotten a response from their customer service, and the issue hadn’t been relayed to the tech.
I showed the tech the issues with the leather, and he said that it’d be under warranty, however he couldn’t relay the issues to the customer service department because his service request was only for the couch support. I showed the tech the delamination of the support, and told him how it broke when I sat down on it, and that we in no way have mistreated our couch. He said that the support did look to be defective, and that it shouldn’t break under the weight of a 200 lb man sitting on it. However his work order was only to provide the customer service department pictures of the support, and they would determine what the cause was. I of course allowed him to take a picture of the support. A week later I received a call from the customer service department saying once again customer damage was the cause.
That brings us to where we are now. Rooms to go customer service department refusing to “... guarantee our furniture for a full one year against manufacturer defects or we will repair or replace at our option.” (per rooms to go pamphlet) I am appalled that I have had to resort to writing this to get their customer service to hopefully service their customers. I have purchased my bedroom set, dining room set, and living room set, about $6000 total, from rooms to go thinking it was a reputable company. If I had known that their customer service was this abysmal I would have gone somewhere else.
(Order# 4336211, Order# 4336212, Store#2105)
This report was posted on Ripoff Report on 02/20/2014 07:55 AM and is a permanent record located here: http://www.ripoffreport.com/r/Rooms-to-go/Dallas-Texas-75240/Rooms-to-go-Refuses-to-Honor-1-Year-warranty-or-Lifetime-leather-warranty-Dallas-Texas-1125036. 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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