Dealing with furniture issues is never pleasant, but the experience one customer had with Rooms To Go Customer Service escalated into a months-long ordeal. This detailed account reveals a series of disappointments and unresolved problems, highlighting significant concerns with product quality and customer support at Rooms To Go. From defective recliners to unfulfilled promises, this story serves as a cautionary tale for anyone considering purchasing furniture from this retailer.
Initial Purchase and First Problems
The saga began on May 3, 2024, with the purchase of a cream-colored recliner priced at $684.78. Initially, things seemed normal, but within weeks, a significant defect emerged. The seat cushion began to sink, offering no support for the back or seat. This prompted the customer to contact Rooms To Go’s service department. A service representative inspected the recliner and confirmed the issue – the seat had indeed collapsed. On June 13, 2024, the defective cream recliner was picked up, setting the stage for what was hoped to be a resolution.
Triple Power Lift Recliner – Double Trouble
Seeking a more robust and functional option, the customer upgraded to a triple power lift recliner with heat, choosing a brown color. This new recliner, priced at $1,294.68, was purchased on July 1, 2024 (sales number 3088****). However, the relief was short-lived. The first brown triple power lift recliner was delivered on July 10, 2024, and problems arose almost immediately. The back lumbar support was unstable and wouldn’t stay in position. More worryingly, the back of the chair rocked in the reclining position – a feature certainly not intended for a recliner, not a rocking chair. Adding to the woes, the seat cushion sunk again, creating a noticeable gap where the back and seat should meet seamlessly. Another call to customer service, another service visit, and another report confirming the recliner was faulty. On August 14, 2024, a replacement recliner, supposedly identical, was delivered.
But, astonishingly, history repeated itself. By August 22, 2024, the second brown triple power lift recliner exhibited the same alarming issues shortly after delivery. The back lumbar support remained unstable, the seat cushion sank, creating a gap, and the recliner rocked side to side when reclining from a sitting position. The back continued to rock like a rocking chair, and the headrest wouldn’t stay inflated. A third service call, another technician visit, pictures taken, and agreement that the recliner was defective. This time, the technician suggested a part needed to be ordered, estimating a week or two for arrival. The customer was told the part would be shipped home, and another service appointment would be needed for installation.
Waiting Game and Broken Promises
On August 29, 2024, the customer called to check on the part’s delivery. The response was far from reassuring: a 45-day wait for the part. Patiently, the customer waited. October 7, 2024, arrived, and with no part in sight, another call to customer service was made, requesting a service representative to inspect the chair again. This request was denied, with the service department insisting on waiting for the part. Adding insult to injury, the wait time for the part was now quoted as 90 days, not 45. Finally, the customer requested a refund. The service representative stated that refunds were not possible and directed the customer to contact the salesperson – offering no other solutions or alternatives, not even a replacement.
Frustrated, on October 7, 2024, the customer contacted the Rooms To Go store in Destin, hoping to speak with a manager in person. A conversation with a manager named Tim ensued over the phone. The manager claimed that the online system indicated the customer service representative had offered a replacement chair, which the customer explicitly stated was untrue. The representative had only offered to reorder the part. The customer noted that previous service representatives had consistently stated they lacked the authority to offer replacements or refunds, their role limited to filing reports for higher-ups to decide.
Later that same day, October 7, 2024, the manager called back, offering a third replacement chair, to be delivered on Saturday, October 12. Again, the manager reiterated Rooms To Go’s no-refund policy. He mentioned the returned chair would be reviewed at the factory. When the customer requested a service rep to document the issues before the replacement, the manager refused, suggesting it would be a waste of time. The sudden offer of a third replacement, after a 45-day wait for a part, and previous refusals of replacement offers, raised serious questions about the consistency and logic of Rooms To Go customer service protocols. Why the sudden shift? Why couldn’t this have been resolved back in July?
Third Recliner, Same Issues
True to their word, the third brown triple power lift recliner was delivered on October 12, 2024. Hope remained that this time, the issues would be resolved. However, by October 25, 2024, the customer was reporting the same problems – identical to those experienced with the first recliner delivered back in July: unstable lumbar support, sinking seat cushion, rocking motion when reclining, and a deflating headrest.
As of October 28, 2024, the customer had not heard back from Rooms To Go since October 7. This repeated experience leads to a critical question: shouldn’t a business investigate product quality after multiple instances of the same defect? Shouldn’t businesses be responsible for resolving issues with the products they sell? In this case, the customer feels justified in seeking to alter the purchase agreement, as Rooms To Go has failed to provide a working product, a solution, or even consistent follow-up. After three defective recliners, the product is clearly faulty. Therefore, the customer is requesting a simple and reasonable resolution: schedule a pickup of the defective recliner and issue a full refund.
This detailed account underscores significant shortcomings in Rooms To Go customer service and quality control. The repeated delivery of defective products and the inconsistent, often unhelpful, customer service interactions paint a concerning picture for consumers. For anyone considering purchasing furniture from Rooms To Go, this experience serves as a stark reminder to thoroughly research not only the products but also the company’s customer service reputation and policies.
