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In December, 2013, We purchased a leather power sofa and two power recliners from Rooms to Go at the Alliance store in Fort Worth, Texas. At the time we looked at the collection, we had a concern about the electronics and the ability to replace the motor/parts should they malfunction in the future.

This was important since our purchase was $3,000 plus dollars and we knew the electronics might go out long before the furniture itself would need to be replaced. We were told by our sales associate, Jacqui, that replacing the motors on the units was not a problem. She explained that the motors were a part that could be ordered for around $50, and their technicians could replace them for us without a problem should we ever need that service. Last week the motor on the right side of the sofa stopped working with the footrest in the "halfway" position.

I contacted the store and they told me that I would need to contact customer service to arrange the repair. I called customer service and was told that they can order the part, but they could not schedule a repair since our furniture was out of warranty. I explained that I did not expect RTG to cover the cost of the repair, but hoped that they could provide some assistance in getting the repair done. They said we would need to find someone local to do the repair.

I asked if they could refer me to someone who does that kind of work in our area and they said they didn't know anyone in Texas since they are in Florida. HUH?????? They have STORES in Texas, don't they? They suggested I call the store where we made the purchase on Rain Lily Trail in Fort Worth, to see if they might have a local service provider.

I called the store and explained my situation. The person on the phone said it was no problem since our furniture was still under warranty. (Later I was told again by Customer Service in Florida that it isn't-- who really knows for sure???). At any rate, I was transferred to Gene who was said to be a store manager.

Gene said that he really wanted to help me out and would get back with me later (4/4/16). I didn't hear back from Gene in the timeframe promised, so I checked back with him. He told me that he wanted to help but had to get permission from Customer Service. He told me to call customer service again and ask for a supervisor, and explain the situation to the supervisor so he could get authorization to provide assistance.

So (how many calls is this now?) I called customer service again. The representative refused to let me speak with a supervisor. I remained persistent and finally (because I just wasn't going to get off the phone until I spoke with her superior) she transferred me. The supervisor was rude and obnoxious.

He made the statement that I hadn't EVEN purchased an extended warranty. I explained AGAIN that I wasn't looking for a free service. I JUST WANT MY 2-YEAR OLD SOFA TO WORK!!!! (No editorial from me about the quality issue given the relatively short length of time we have owned this furniture.

By the way no kids. This furniture is gently used). This supervisor told me that the store manager, Gene, didn't need permission from them to provide service to assure customer satisfaction. He said Gene was just trying to cover his liability if something went wrong!!!

Really, can you IMAGINE having this battle with me, the customer who has 2 year old, furniture that cost over $3,000 in the middle of a war between the customer service department and the store? All the while, IM NOT LOOKING FOR A GIFT, JUST SOME HELP!!!! He said he was going to call Gene and explain how things are, and Gene will call me back in 20 minutes. Gene didn't call.

I called Gene a few hours later. Gene said that he need to elevate my concern to someone higher and I should call back today after 1:00. I called back as directed. Gene says he cannot help and I will have to find a local repair shop to make the repair.

What the......?????????? I have called everyone I can find in the area. Do you REALLY think I would go trough all of this if I could have found someone to do it???????? This is CRAZY.

Rooms to Go has lost my business and I intend to spread the word!!!!

Not ONE promise or statement had been right from the time this furniture was sold to us until now. We would have had better service from COSTCO at a better price and likely better product....and THEY stand behind their merchandise!

Reason of review: Poor customer service.

Location: North Richland Hills, Texas

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Guest

UPDATE: I went directly to the sales woman who sold us the furniture--Jacqui. She was WONDERFUL!

Jacqui cared enough about her personal integrity and about her customer to help in assisting us to find someone to make the repair. ROOMS TO GO CORPORATE--TAKE A LESSON FROM YOUR EMPLOYEE!!!! Once again--we were not looking for a gift, just someone who could help us get the repair done. Turns out it wasn't the motor, just a short in the switch.

The repair person ordered the switch, replaced it, and our lovely furniture is functional again. Thank you, Jacqui. I would go anywhere YOU are to buy furniture.

Rooms to Go needs to treat YOU well....but that corporate group certainly doesn't deserve you. THEY need to learn a lesson from YOU.

TellUsRTG

This sounds like a nightmare. Unfortunately we are unable to recommend specific companies for our customers to use and can only suggest contacting a repair company of your choice. We apologize for the hassle that this has caused.

Guest
reply icon Replying to comment of TellUsRTG

You still don't get it, do you! Your sales people will tell the customer anything they want to hear to make the sale!

We were TOLD that RTG could replace the motor if it ever went out at a reasonable cost. Now that we have made the purchase, RTG refuses help or offer any assistance. WHAT'S WRONG WITH THIS COMPANY???

You must be doing really well, because you certainly are not concerned about customer loyalty, satisfaction, or repeat business. Shame on your executive management team for tolerating and/or creating policies that would cause your customers to feel this way.