I am writing to express my extreme displeasure with ROOMS TO GO products as well as service on handling our specific furniture issues.
We purchased an entertainment center with separate bookcase, sofa, loveseat, cocktail table, sofa table, and 2 end tables.
Upon receipt of our furniture, we recognized that the wood on the entertainment center was split inside a cabinet. We called in for a RTG expert to come to our house and inspect the product. Then we were able to order a new entertainment center.
During this time, we also realized that there was discoloration in our coffee table. Again we had this inspected and re-ordered. We received our re-ordered bookcase and coffee table; however, now our bookcase did not match the color of the new entertainment center. We had another expert come to our house and inspect this issue.
We placed another order, this time it was for a new bookcase to match the new entertainment center. We received the new bookcase. This time there was a minor split in the wood on the bottom of the bookcase. My wife and I decided this was too minor for us to take more time out of our day to meet an inspector at our house, then order another bookcase, and then be at the house again to receive the product.
Since the bookcase and entertainment center were never assembled, I made the time to try and fit them together after a couple of weeks. At that point, the minor split turned into a large crack in the bookcase. We expressed our problem to the RTG customer service. Another inspection expert came out to take a look at the bookcase. This representative informed me that he would place the order for the new bookcase and that I would be contacted for delivery. I never received a call from Rooms To Go, so I called and spoke with the customer service and disputes departments.
We were informed that this was considered customer damage, which means the representative who inspected the product deceived us during the inspection visit. We were also informed that it was too late because we only had 48 hours to inform them of a factory production issue.
I understand that the RTG representatives may be following their guidelines on how to handle customer complaints.
But I personally have an issue with this company treating customers in this manner after all of the grief that we have endured through their product quality problems. I would hope that this letter concerns their company and causes an evaluation of your aspirations and beliefs at Rooms To Go.
Especially since RTG company policy is complete satisfaction and you are dedicated to providing the best service possible.
We now have had to take off a total of 7 days of work to meet with RTG representatives for one reason or another (4 days for delivery and re-delivery, 3 days for product inspections). Yet we still have not received the quality product that was promised. I was informed that the delivery personnel were required to assemble my bookcase and entertainment center upon delivery to our house. Meanwhile, the delivery people told me that was not covered in the contract.
I did not think this was a big issue at the time until I attempted to assemble it myself. I never intended to spend so much time on the purchase of my living room furniture and still end up with unsatisfactory results.
This is a warning to everyone - BEWARE - when dealing with Rooms To Go.
Aaron
Flower Mound, Texas
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