Complaint Review: Rooms to Go

We bought $2800 dollar couch in 2010 as a wedding gift to ourselves. Earlier this year both my wife and I began to notice that a section in the headrest area in one of the parts of the couch started to delaminate. It was not normal wear and tear. It began to get really bad. In preparation for Tropical Storm Isaac I pulled the couch away from the wall. This is when I noticed that a large spring that was noticeably rusty had punctured through the couch. It was now protruding out the back. I notified Rooms to Go on their customer service website. At first they couldn't find my order. She finally did find it and told me that the warranty of 1 year had expired, however I was covered under their stain protection plan??? (Really?) I took photos of the couch and submitted them to the customer service rep. She must have sent them up to her boss because they were going to send someone out to look at the couch.

This past Friday at 830 AM I was woken up by a phone call from a man that worked for rooms to go and told me that he was on his way to come and look at the couch. He came in and looked at the couch and I could tell that he was taken aback by the looks of the couch. Please bear in mind that we do NOT own any pets and have only one child an eleven year old boy that almost never sits in that spot. I am usually the only one that sits in that spot!! The man from Rooms to go took photos of the couch and kindly left. Before he left I asked him what the next course of action was going to be? He said he would submit the photos and then in a few days customer service would determine what to do about the issue. This was a Blatant lie.

Today I emailed Customer Service and the lady told me that the technicians findings were that it was NOT a manufacturer's defect. I couldn't believe what I had just read in the email. They also said that this was done as a courtesy and that my warranty had expired. If the company never planned on doing anything in the first place why did they waste my time? This company is a total joke and I would not recommend them to my worst enemy. They sell junk that won't last for more than a year. Surely, the warranty is only a year for a reason. Ridiculous