Update by user Aug 21, 2012
Its been about 3 months since I originally posted this. since then Rooms to Go has made an attempt to rectify the situation. Shortly after this post and after sending an email to email@example.com I receive a response and they sent techs to my home to take pictures of the leather sofa set. After a few weeks Rooms to Go customer service authorized a re-selection of furniture for me.
We were able to reselect new furniture and they picked up the peeling leather furniture. Even though it was a tough process I am thankful Rooms To Go did the right thing in this scenario by rectifying the situation. There was a Sales person at the Stafford Houston location that was especially nice and very helpful; Jose(kids furniture section); he is worth mentioning and made my re-selection process bearable.
I went with something that had no leather this time...
Original review posted by user May 27, 2012
II purchased a sofa, love seat, bench and a recliner from rooms to go about 2 years ago. Everything except the recliner was supposed to be leather. Late last year I began to notice flaking in certain sections of the sofa, love seat and bench. I called customer service and was told that my warranty only covered stains. Not sure why I was sold an extended warranty on all my items if it only covered stains; considering that 3 of the 4 items were leather. Seriously rooms to go? Is this even ethical? I called customer service at least 3 times and the third time I was able to speak to a supervisor who said to me; my leather furniture was flaking because I failed to follow the moisturizing regimen required to keep "rooms to go" leather healthy.
I drove back in to the store where I made the purchase 2 years ago( stafford store in Houston TX) and spoke to the store manager at the time Tim, who said there was nothing he could do. He asked me to call customer service. He also said he would have someone call me from customer service but no one ever called. I finally went back in last week to the same store, this time another store manager Judy( Tim was no longer the store manager) agreed to take a look at my pictures and also walked over to my car with me to see the bench. I brought it by so someone could explain how leather could be flaking and ripping apart within 2 years of light to moderate use. She was very nice but told me the same story of moisturizing leather etc. I accepted her explanation and walked away regretting I ever set foot in Rooms to Go.
I think Rooms To Go, either needs to bump up the quality of its leather or get out of the business of selling leather all together. I have essentially bought disposable furniture and wasted about $3000 by trusting their sales team 2 years ago. The quality of their leather products is deplorable.Â
Reading similar complaints about Rooms to go on this site revealed I was not alone in my plight. There are several people like me all over the US who have purchased lemons by spending their hard earned dollars at Rooms to Go. I cannot even sell the furniture in good conscience to anyone for any amount. It is such a shame... I had so much confidence in this brand but I know better now.
I guess I have to count my losses and move on. But for all it's worth I want the world to know they failed me as a customer by selling poor quality products while marketing them as good quality. Also, thier sales people should not be selling warranty that are not applicable to products purchased without full disclosure. I felt like a pariah when I reached out for help; because I was not at the store to spend money but to lodge a complaint no one could help me....
I am one person and may not count for much but if I can save another person $3000 or more by sharing my experience thus preventing them from doing business with Rooms to Go, I will be satisfied. But I am sure this will carry on beyond one person....
I will stop now... This is such a shame. Run, run, run... Do business else where. Never seen leather act this way.
Product or Service Mentioned: Rooms To Go Warranty.