Rooms To Go — Local services in Austin

Response from Rooms To Go is below, my thoughts, the response is indigenous. The “service for a warranty claim” was employee of the store. And though he stated the mattress was in did sagging in the middle, it was normal. At this point the sofa is only 6 months old. The short of it, this is not a company that stands behind its products that they sell, as a result there is no true discourse for the customer for defective or poorly built products. Lastly, do not buy the extra warranty. Those products are designed to add profit and rarely benefits the customer purchasing them.

Dear Richard, Thanks for reaching out to Rooms To Go with your concerns. We're so sorry to hear this. We're showing that a service was done under the 1 year Rooms To Go manufacturer defect warranty on 06/08/2023, and that no defect in the manufacturing was found, and that the setup and framing was up to standards. Please note that said warranty expired 12/13/2024. You will need to file a claim with Fortegra to report single incident with the frame, as no issues were reported after your service since 06/08/2023. They will be happy to look into this for you and provide you with a service if you qualify. You can contact them at 888-835-8740. 19 May, 12:03 You

This a follow up review, of the sofa set I purchased in November of 2022, and delivered in December of 2022. Almost immediately upon receiving my sofa, loveseat, chair and ottoman, I noticed that the center seating area had lost support, and could not hold my wife of 115lbs up without sinking in. Went to the store and spoke with the manager, who seemed rather disinterested in my concerns. nevertheless he did direct to person to set up a warranty inspection. I explained to the gentleman that came out to inspect the sofa that there is an issue with the sofa's support in the center cushion/seating area. Upon inspection, the gentleman explained that is normal for that sofa. The sofa is now unusable for any person to seat in the middle, even my 5-year-old (35-40lbs) sinks through. I will be purchasing another Sofa this weekend, I advise customers shopping over the Memorial holiday to look elsewhere for Sofas/Couches. Or at the very least make sure your salesperson is knowledgeable on the construction of the product you are looking at can explain why you should one product over another due the quality of the build. The sofa in question was a part of the...

Went to the store looking for a power reclining couch and was met by Emmaleigh. She was very patient with the completely different ideas my husband and I had. She spent a few hours walking us through the store and providing a wealth of information on every product (even patio furniture that isn't offered at that location!). I was highly impressed by Emmaleigh's knowledge, professionalism, and patience. I like to think of myself as a "good person" but I would have definitely asked my husband and I to kindly "go jump in a lake" after all we put her through! The store had some good selection as well and we ended up buying a power reclining sectional. HOWEVER... once the couch was delivered it came as only manual reclining. I called the store but Emmaleigh was on lunch break and while I waited for a call back I checked out all the horror stories online about RTG and had a bad sinking feeling in the pit of my stomach. I called the store again in Karen mode and spoke to the manager who was not very nice at all and the receptionist who was very polite but couldn't give me details on the status of my order. I was fuming! The more I looked online the more I realized I would never get my couches and I had fallen for a good 'ol fashioned bait and switch scam. :(

Finally, Emmaleigh called me back and contrary to all of the stories online she made it right and I received my power recliners yesterday without a hitch. They work exactly as expected and are a perfect fit in my living room. I love how wide the chairs are, my 6 year old and I can cuddle on one recliner, while the older kids stare at their phones from their own chairs and my husband can snore from his own recliner, while the family dog has claimed the corner piece as his own. They are so comfortable and a good quality for a big family couch.

Also, we are following Emmaleigh's advise on how to keep the cats from scratching up the new furniture and so far (8 days in) it's working.

It was a bit of a bumpy road to get here but I would 100% recommend RTG if you have Emmaleigh as your representative. I wholeheartedly believe that if it wasn't for Emmaleigh my "issue" could have easily gone a different way. All in all, it...

I must say my in store experience was exceptional. The sales representative (I believe his name was Keith) was very kind and personable. One star is provided however for the events following my in store experience. Though frustrating, the fact that I would have to wait two month before delivery was almost ok. My experience took a nose dive when dealing with the service team. I received a notice that my delivery would arrive between 9a and 1p. I literally changed my plans and notified the office that I would be in late because of this delivery. I received confirmation of my delivery time twice (even received a voicemail). The day of arrival at 10am I receive a call that my delivery window was no longer 9a-1p but was changed to 12p-4p. I understand that things happen but, understandably, my day was now completely ruined. The rep informed me that the delivery guys can only wait 15mins at which point I said well I'm going to try and go into the office so I don't miss a day of work, can we maybe have a smaller delivery window or maybe see if they can wait a few more minutes if I am running late. The rep said there was nothing that could be done. I informed the rep that a very cliche apology for the inconvenience would be a good start. The rep informed me that it was not her fault and there was nothing she could do, I asked if she could at least try, I received a firm NO. I then asked if there was someone she reported to that I could speak with, she said yes and I was transferred to the automated message. Following a 20min hold I hung up and decided to write this review. Rooms To Go Management...service is vital in most industry's as it is often the tipping point when deciding if a company deserves my business in the future. I do not believe your delivery/logistics team plans properly as there was almost two months to prepare, secondly, your service should be taught to know the power of a sincere apology. I am now missing a day of work and I literally don't even have an, "I'm sorry" to show for my lost revenue. There are many furniture options just like there are customers, sadly I think both our options got reduced by one....