Complaint Review: Rooms To Go

In may I purchased a living room set from our local Rooms To Go Strore.  Within a short period of time we noticed that some internal material whas poking out from the bottom of our leather Couch  as well as a staple poking out on the arm hence destroying our cushions. Once noticed we immediately called customer service and they sent a tech out a week later.

after 10 days we called RTG to check status of claim.  They told us that yes it was a manufactures defect and that an exchange will be issued (in store credit) because the furniture has since been discontinued.  Discontinued?  this was never said to us when we purchased the furniture set nor was it noted on the marketing materials and or invoice.

We went immediately to the store to see if there was anything there or online that would make us happy.  There was not.  As we all know furniture is a very specific item to purchase as it must meet your taste and home decor.  Once we noticed that there was nothing in the store or online.  We ask to speak to the manager.  Upon Speaking with the Manager he informed us that it was policy to only issue in store credit and not a refund even if it was covered under their one year warranty.  I asked him to produce such policy and since he could not I asked him to produce the warranty information provided to me that described that policy. 

All he could do was produce the barely visible invoice in which in water mark on the back side it broke the warranty in to 2 parts.

1. was a return in which you had 3 days to cancell and return product for a 20% loss.

2.  covered the defects where it stated clearly that we had two options.

      a. get a full refund for the purchase price of the item if it could not be repaired or replaced or

      b.  Replace the furniture.

i let him know that the furniture cannot be replaced because it has been discontinued, he agreed.  hence a full refund is in order.  he disagreed and stated that they do not give refunds because of corporate policy and that all he could do is give an in store credit in hopes that we find something we liked within 30 days.  if not used in 30 days then you run the risk of losing your money if an extension is not granted.

Well needles to say I am contacting the BBB, my states Department of Consumer affairs , and local media in order to get this resolved.

These guys cannot keep on doing this to us.  We paid for a product and because their product is defective and under warranty they want to keep our money.  I don't think so.

stay away from RTG and their fake warranties and poor quality furniture.