I purchased bedroom furniture in July 2011. By November the chest of drawers developed a two inch wide split that obviously formed around a knot hole.
After waiting two months for a "technician" to evaluate the split, the verdict was that he could not repair it and could not authorize a replacement or refund. He stressed that his job was to repair when possible and that he was the middle man, only. He stated that RTG policy was for him to report his assessment and that I would have to call back in 3-5 days to check on the status. When I contacted customer service they explained in detail why RTG policy was for me to wait (some more )and then after several days and call back.
She stated that she was just acting as the "middle man" and could not help me until the allotted 3-5 days had passed for the service order to close. So almost three months into my complaint about the split, I still have the damaged furniture and a thorough understanding of RTG strategy, i.e. policy, to delay or deny the warranty on the products which they sale.
I then contacted Russell Dominguez, the sales person at the Midland TX store and he also explained RTG's policy requiring that I wait for yet another person to take responsibility. He suggested Caesar the store manager might have the authority, stating "I'm just the middle man." Rooms to Go obviously coaches employees to "kick the can" down the road.
Product or Service Mentioned: Rooms To Go Warranty.
Monetary Loss: $2500.