Update by user Oct 25, 2011
Like I mentioned in an earlier reply I did receive the new mattress set. It was wrapped in plastic so I don\'t understand why it had a soiled spot on it.
I didn\'t see the spot until the delivery guys left. I immediately called RTG and they set up delivery for a new one a week later! I didn\'t really want to sleep on a dirty mattress for a week especially not knowing what the stain was but luckily it was at the foot and I have a mattress protector. I got the new one and although it is valued at $700 less it sleeps ok and I\'m not having the pain like before.
It is still irritating that I got one so much lower in value but I did everything I could do! Since posting I have went and read the other RTG complaints. I didn\'t mention other problems I had with RTG so I am mentioning them now for anyone who might find this information useful. I have been a RTG customer for about ten years and when I first shopped there I bought a living room set which included a coffee table.
My coffee table started peeling and chipping in one spot. A guy, who was very rude, came to \"repair\" it and it looked okay for a little while but started doing the same thing again. I bought a $500 leather recliner a little over a year ago. It started making a noise about two weeks after receiving it.
I called RTG, they inspected it and said that something might need tigtening but that it was pretty much normal. That was the end of that! I also bought a bedroom set less than a year ago and noticed last week that the side of the headboard is busted. My nightstand is really close so I never noticed this after delivery.
I haven\'t decided yet if I want to even bother pursuing it. Like I said before RTG has lost my business for life!
Original review posted by user Sep 22, 2011
Bought a mattress set worth $1700 at RTG. It caused back, neck and shoulder pain.
They came out and determined the mattress set was defective. Their warranty policy is a joke and very unfair. I am now getting a set worth only $1000. This really does *** me off because this is something I sleep on every night and a difference of $700 surely will sleep differently!
The material and look of the new set is much lower in quality. Tried contacting customer service through email and phone, both offered no help. Disputed this through the Better Business Bureau, again did nothing to get me another mattress of equal value. Hopefully, if enough people complain they will change their policy to be fair to the consumer.
I've spent over $5000 with RTG and this is how I am treated! The guy at the store even told me that I could complain to corporate but they wouldn't care or do anything! Never will shop there again!!
I couldn't believe they were willing to lose my business over this! I realize this company is popular but I'm hoping word of mouth slowly makes them lose business because with customer service like this they do not need to be in business.
Product or Service Mentioned: Rooms To Go Customer Care.