Extremely Poor Quality, Inefficient, Deceptive
Written: Feb 08 '07 (Updated Mar 07 '07)
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My experience with rooms to go began with the purchase of an upholstered chair and a leather sofa. The "Thorne Accent Chair" and the Bandera Sand Leather Match Motion Sofa.
I found their website very easy to navigate, and the photos were clear and quick to load. I enjoyed the "zoom" factor so I could closely examine the patterns on the fabric. The variety of merchandise is also very good. I also enjoyed the right-hand bar which shows you other items that match or go with the item you are viewing. I found that to be very handy!
One complaint about the suggested items is that not all suggested items can be found later. For example, I found a rug I liked while I was browsing a chair. Later I went to the rug section and the rug I liked was not listed. I couldn't find it anywhere on their website. I was forced to make a phone call and describe the rug I liked. I was given the product number and by searching on that I was able to locate the rug. I found the ordering process to be easy, intuitive and efficient. I paid by credit card so I can't comment on the ease of financing. My only complaint is that I had to enter all of my information including billing before being shown my final total including delivery fees. This would be better presented up front.
The chair and sofa were delivered as scheduled and there were no problems with the delivery people or timing.
One week after the delivery we noticed the threads on the chair were coming apart, as if scratched by a cat (which we don't have). I called customer service and they said they only have a 30 day return policy and it was over 30 days. I reminded them I may have purchased 30 days ago, but it was not delivered until one week ago. "Ummm, okay" said the customer service rep. They sent out a "technician", which took two weeks. The technician said "Yeah, you need a new cushion." I had to point out that the arms and sides were also showing the same problem but not to the same extent. Two weeks later they delivered a new chair and took the old one.
Guess what! Within one week this chair began to show the same problem. It is multi-colored chenille type material. All threads seem fine except the white ones. These are the only ones that are falling apart. I called customer service again and explained that the same thing was happening. They argued that we must be mis-using the chair. Mis-using? I explained the problem is only with the white threads, the rest are holding up fine. The thread is clearly defective.
After a lot of argument and escalation to several "supervisors" I was told I could choose something besides the chair.
I chose coffee & end tables and a new rug (ended up spending even more with them). Within two weeks, I had delivery of the coffee and end tables. They came in boxes and I had to put them together! I didn't pay for that and wasn't told I would have to put them together. But okay, got it done. They looked good. The rug wasn't on the truck and I received a phone call from customer service that "the manufacturer had a delay and they had no estimate of when I might receive the rug." This was a three weeks ago now and I still haven't received the rug.
Then my husband pointed out his favorite sitting spot on the sofa, which was showing clear signs of wear. The leather was losing it's color. He only sits there for a couple of hours in the evening! We've had the sofa a little over two months now! I haven't reported this to rooms to go yet, I'm dreading the entire experience.
In summary, the quality of their merchandise is the absolute bottom. Their delivery times are inaccurate and inefficient. Their sales practices are deceptive, especially "your satisfaction guaranteed." That statement means it's guaranteed until they have your money in their hands.
Update February 28, 2007: Yeah! After months of waiting, I finally received the rug that had been delayed by "the manufacturer". The rug looks just as pictured and I am pleased with it so far.
Update March 1, 2007: I called rooms-to-go customer service line a week ago. They scheduled a technician to come out today. The tech showed up within the 4 hour time frame and looked over the couch, which is turning from brown to white. He told us that there are many other people experiencing the same problem and he would recommend that we fight for new cushions. We asked him if the new cushions would be of higher quality and more resistant to losing their color after a couple months of use. He told us "No, they'll be the same, but at least they'll be new." So, I'm back on the phone to customer service again. I'll update you if anything gets resolved, one way or the other.
Update March 8, 2007Rooms To Go customer service called on March 3rd, and wanted to know why I wasn't happy with the idea of cushion replacements. #1 the cushions are sewn into the couch, not removable. #2 the durability of the cushions are so poor that two months of light use has the color rubbing off. They said the only thing they could do was replace the entire couch. They scheduled the replacement for today (Mar 8th) between 1-5 p.m. The delivery guys showed up at 4:30 and brought us a new couch (exact same brand) we don't expect any better quality from this one. They took the old one. In the process of moving the old one out, they broke the top board on our new picket fence. "Ooops, sorry." I'll let you know the results of the broken fence and the new couch. (sigh) This means I have to call customer service... AGAIN. I'd rather have a root canal.
Recommended:
No
What product did you purchase or try to purchase? Chair, Sofa, Tables, Rug
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About the Author
Member: Beve
Location: Suncoast, FL, USA
Reviews written: 18
Trusted by: 2 members
About Me: Be not simply good, be good for something. ~ Henry David Thoreau
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