Contact Rooms To Go Customer Service

We spent over $3,000 on a sofa set and paid for a furniture protection plan. Less than one year later, the furniture was already ruined.

Despite numerous calls, we received no results.

They refused to honor our contract agreement. Please do not be scammed by this unprofessional company and their poor customer service.

October 28, 2024
Room To Go
11540 Highway 92 East
Seffner, Fl 33584
To Whom It May Concern,
First off, I would like to say that the only thing I have found as a good experience with RTG has been the delivery personnel. They have been respectful, courteous, and knowledgeable.
Other than that, as a senior citizen (with a titanium piece in my back), dealing with RTG has been unpleasant, disappointing, and aggravating.

I wish to explain my unpleasant experience below.
May 3, 2024 - I purchased cream color recliner from RTG ($684.78) Several weeks later the seat cushion sunk down - no support in the back or seat. I contacted the service department, and a representative came out and reported his findings that indeed the seat fell in.
June 13, 2024 - creme color chair was picked up
Consumer upgraded to a triple power lift recliner with heat, brown in color , ($1,294.68) (obviously defective/faulty). Sales date 7/1/2024, sales number 3088****.
July 10, 2024 - 1st brown, triple power lift recliner delivered. Recliner began issues shortly after delivery,
back lumbar not stable, will not staying in position,
back of chair rocks in reclining position - this is not a rocking chair,
As you are pressing the reclining button, the recliner rocks back and forth when beginning the reclining position,
seat cushion sunk down - gap between where the back and the seat meet, only they don't.
I called the service phone number again, service came out to make and submit a report, agreeing the recliner is faulty.
August 14, 2024 - recliner replaced with duplicate recliner
August 22, 2024 - 2nd brown triple power lift recliner not working, recliner began issues shortly after delivery,
back lumbar not stable or staying in position,
seat cushion sunk down - gap appears between back or seat when reclining,
recliner rocks side to side from a sitting position when first reclining, 4) the back rocks back and forth like a rocking chair, which it is not, 5) headrest does not stay in position, constantly deflating.

Called the service department, service tech came out to make a report, took pictures and agreed. She felt a part needed to be ordered to solve the issues. She would submit the report, get the part ordered, it would take a week or two. The part would arrive at my home, I was then to call again, and someone would come out and install the part in the recliner.
August 29, 2024 - I called the service phone number to check on the delivery date of the part.

I was told I had to wait 45 days for the part. So, I waited 45 days for the part.
October 7, 2024 - phoned service department for a representative to come and look at the chair. I was told that they could not do that, I had to wait for the part. The service department said they could reorder the part, and that it's actually 90 days not 45 days for it to arrive.

I asked for a refund. The representative said they didn't refund and did not know who to call other than the sales person. Note: She did not offer me a replacement recliner.
October 7, 2024 - I called RTG/Destin to see if a manager was at the store, I intended to visually meet with them. A conversation began with the manager (Tim), I explained.

He then said that it was noted, in the computer, that the customer service person, that I just talked to, had submitted a report online and it said she offered me a replacement chair, which she did not, she only offered to order the part again. (Note: Representatives that have come to my house have said that that is not their place to offer a replacement, a refund or suggest another option. Only to file a report, submit it, a decision was up to a higher person.
October 7, 2024 - late afternoon - The manager called to say another 3rd replacement chair would be delivered Saturday, October 12. Again, saying RTG does not give refunds.

A review of the chair would be completed at the factory once they receive it. I requested the service rep to come to the house as well to document the issues with the chair before it was replaced. The manager said he could not do that but if I wanted to waste my time I could.
I waited 45 days for a part and suddenly I was offered another replacement recliner, within a week!!! Why could I not get the part in a week like I was told in the previous statement?

Why could this not be resolved back in July?
October 12, 2024 - 3rd brown triple power lift recliner delivered.
October 25, 2024 - I am reporting again, the problems are still the same, which are no different than the first one delivered July 10, 2024.
back lumbar not staying in position, deflates,
seat cushion sunk down - gap appears between back or seat,
recliner rocks side to side from a sitting position when first reclining, 4) back acts like a rocking chair, which it is not, 5) headrest does not stay in position, constantly deflating.
I have not heard from the RTG since October 7, 2024.
It is my opinion, if a consumer has had the same issues with a product this many times - you would think that RTG would investigate the product for faulty parts of their product. Arent businesses supposed to be responsible for resolving problems with their products that they sell to consumers?
It is my opinion that I have the right to alter my agreement with RTG, as you have not provided a working product, a solution or answer or follow up after all this time. This product is obviously faulty and defective, three times in a row.

I do not wish to schedule a follow up, get a replacement or have a conversation. The only alternative to this issue is to please schedule a pickup for this recliner, and refund my money.
Respectfully,
Betty Zingaretti
98 Shore Drive
Miramar Beach, Florida 32550
Cc:
BBB of Northwest Florida
Florida Attorney General (10/8/2024 and 10/31/2024)
Florida Attorney General Consumer Protection Division
Attorney Generals Senior vs Crime Prevention

My first call took several long tries Iwas sent to delivery dept. and got no response the second call they promised to send my complaint over.

The last time I called she said she was surprised that no one hadnt contacted on their plans to resolve the damage done to my property. Im still waiting.The thing is I didnt have a delivery scheduled from Rooms2Go