Complaint Review: Rooms To Go

In November 2011 I purchased multiple rooms of furniture at Rooms to Go in Kissimmee, spending about $8000 in total. When asked about fabric protection for the couches, I declined and stated that I would ScotchGuard them. I was then told by the sales person that I really should opt for the coverage, as it would cover any stain no matter what the cause. There were no separate disclosures made available or provided. Despite saying no again, I was, in fact, charged for the stain coverage. I was then told that no matter what happened, all I had to do was call and a tech would be sent out.

On Friday, 13 January 2012 a technician came to, allegedly, clean the couch. After a less than 10 second visual appraisal, he left stating I will need to send a report, no additional information was provided. On 14 January, I received a call from a highly aggressive, loud and rude person stating to be the Rooms To Go Supervisor for Customer Care in Florida, and that Rooms To Go would take no further action, when questioned, the individual screamed at me that he was the Customer Care Supervisor and would not take any lip from me. 

I then headed directly to the store and met with the Manager , Alfredo Sanchez. Alfredo listened to me, took notes, and indicated that he would send someone out, as I had asked for either a refund of the amount of the coverage or for a technician who would actually attempt to clean the couch. I left with a positive feeling and improved expectations, which crashed downward on Monday the 16th of January. Rooms To Go Customer Service called to read me the first report and tell me they were done. When I asked about Mr. Sanchez's commitment, I was asked what did I not understand about them being done. I did attempt to call Mr. Sanchez to share this with him, however; my call was not returned. Amazingly, I spent less than 5 minutes and the couch is now perfectly clean, and I will most likely ScotchGuard it myself.

I can say, without a doubt, that The Rooms to Go stain warranty is worthless and nothing more than a scam to capture additional revenue for the firm, they have no intent of honoring it, I have a reasonable expectation that the couches were never treated.