Rooms To Go

Rooms To Go, Charleston, S.C.

My wife and I purchased a sofa/ottoman from the above. Prior to the purchase, we specifically voiced concerns about quality/durability. Kevin (salesman) emphatically stated that only the highest quality materials were used and there would be no issues.

Within 5 months, the fabric showed excessive wear, several springs were worn completely out, the frame on the ottoman was broken, and the frame on the couch was broken. (My wife and I have no kids, no pets, and we take care of our things, by the way)

We got the old-fashioned run around. No one in the store would allow us to speak to the store manager. The folks in the store directed us to Customer 'Service' who EVENTUALLY sent out a technician. The tech ordered foam core and said nothing else was needed. He said the decision was in the hands of Customer 'Service'.He did not inspect the furniture at all. He didn't sit on the furniture. He did not touch the furniture. We were refused a copy of his report.

We complained and were told to file a dispute to discuss the problem with Customer 'Service' who said they'd stand bye the Tech's findings. The tech said it was not his decision, Customer 'Service' said it was, no one would allow me to speak with management. After we retained a lawyer, and contacted the US Attorney's office, 'Service' sent out a 2nd tech who recommended and 'in store credit'. This is all we asked for in the first place.

Why, in the world, a company would not take care of an issue BEFORE making a good customer mad is a mystery. I can only surmise that Rooms To Go is so large, they don't value any single customer. Buyer Beware!!