• Report: #1014721
Complaint Review:

Rooms To Go Furniture

  • Submitted: Fri, February 15, 2013
  • Updated: Mon, February 18, 2013

  • Reported By: 1kelly687 — Concord North Carolina United States of America
Rooms To Go Furniture
8620 J.W. Clay Blvd. Charlotte, North Carolina United States of America

Rooms To Go Furniture Furniture falls apart and RTG refers you to a complaint line that is a never ending HOLD and then they say they will call you back and never do! Charlotte, North Carolina

*Author of original report: Response to RTG - David

*UPDATE Employee: Rooms To Go

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I purchased a Rocker Recliner, Sofa, Loveseat, chair and Ottoman from RTG 4/6/07. Within the first year the material on the couches and chairs started balling up as sweaters do when they are washed.

the Recliner back had no support to the back and all you felt was wood after about 6 months of use.

The middle section of the couch sunk in when sat on as if there were nothing to hold it up. We may as well have sat on the floor. The arm rests on all of the sunk inward and remained that way from ordinary use. The warranty was not up so I called RTG to have a rep come see the furniture.

The rep that came out determined the furniture was defective and explained that they would replace it all. I explained I didn't want the same furniture for fear it would happen again and the warranty would expire by that time. He explained they would give a new 1 yr warranty on the new furniture and if it did the same then they would let me replace it with a different type. This was their policy per the RTG rep. The recliner was not replaced as he removed the upholstery and inserted more stuffing. That worked several months until it fell out of the back of the chair! Needless to say warranty expired.

A short time later the new replacement furniture came and I asked if I needed to sign a new receipt for the new warranty and the delivery guys said no. Not to my surprise the same thing happened. At the time I called RTG every day and got no where! I had an infant at the time and two kids in school so an hour or two a day was all I could argue with theses people. Every time someone different and It was always told we will call you back! They never did and the store manager was of no help either! This set is defective without a doubt! My mothers neighbor in SC has the exact same one from RTG and its done the same thing!

The furniture is not even 5 yrs old and the bottom of the couch sinks in we have blankets under the cushion for support. The armrest (made of cardboard. ) is broken as the piece of wood that holds it up. The wood for support under the chair broke in half as well as the ottoman! And the recliner, it is not used.

As far as contacting the manufacture, RTG claims they don't have a number, but the buyer purchases this cheap junk from them???? RTG does not try to nor offer any resolution once you have issues with them. I don't know about everyone else out there but I don't have another $3,000 to sink into furniture! No pun intended!

This report was posted on Ripoff Report on 02/15/2013 08:46 AM and is a permanent record located here: http://www.ripoffreport.com/reports/rooms-to-go-furniture/charlotte-north-carolina-28262/rooms-to-go-furniture-furniture-falls-apart-and-rtg-refers-you-to-a-complaint-line-that-i-1014721. 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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Updates & Rebuttals

#1 Author of original report

Response to RTG - David

AUTHOR: 1kelly687 - (United States of America)

Well I'm in total shock that RTG actually responded to my online complaint so promptly! I guess my form of communication should have been addressed via the Internet versus telephone.

Regarding your response, my date of 2007 is right. That was for the FIRST set I received. the second was not until 2008. your warranties are useless anyway so there's really no point. Please refer to all of the other complaints regarding your company on this website. I stated to the RTG rep the first time I called that I didn't want the same furniture as a replacement and was told that wasn't possible. Had RTG honored your word on the second replacement I wouldn't have this issue now. You see I did call many, many times when the second set started falling apart and if I had enough time to sit on hold forever The response was almost verbatim to yours here.

Not once did anyone offer to come look at the furniture or try to even repair it!!! Not even the manager of the store! You see, RTG reps are like sharks when we the customer come in to look and shop. You follow us around, offer all kinds of extended warranties, upholstery scotch guard sprays, ANYTHING to make us feel as if RTG as a company is concerned with our needs. The fact of the matter is, once the sell is processed RTG is on to whatever victim buys from your company!

Who cares about a warranty? What happened to customer satisfaction and trying to uphold your name as a reputable company. As a buyer, I would be concerned with so many complaints regarding furniture that you, RTG purchase from a third party. That should be your first sign to question the quality of furniture that you are buying to put in your showroom to sell as a product do RTG!

I'm quite certain I will get no satisfaction from filing this complaint. Trust me, I tried for a very long time while it was "in warranty" and got no where! I know for certain that if this crap were in your living room you would complain as well! As I stated before, my mom's neighbor has the exact furniture set and the SAME problems. It's not a matter of warranty, it's a matter of RTG selling defective, cheap furniture and not attempting to repair or much less replace it! My neighbors who have been here since we bought the furniture cannot believe how it has come apart and have not shopped at RTG as a result.

The Internet is a very effective way to get the word out about various information, and in my case the way customers are treated by Rooms To Go! Kind of like a drive-thru, it's cheap and you may or may not be satisfied.

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#2 UPDATE Employee

Rooms To Go


Im sorry to hear about the problems you experienced with your living room group.  Rooms To Go
provides a one year warranty for all new purchases from the time of the original delivery.  If the date you provided of 4/06/07 is accurate and around the time of delivery, our options would be very limited due to the warranty period being expired.

But if there is anything that we can do or that you may want us to look into for you, please feel free to contact our offices at Tellus@Roomstogo.com with the order information and details. 
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