Rooms To Go — Local services in Huntsville

Ordered Bedford sectional in November. It was delivered carelessly as my walls were damaged. Because I have no entertainment in my living room and no company, the sectional was rarely used. I thought I had a great couch until I slept on it and found my skin itching and a peculiar smell. I ignored it and let time go by until I set on it again, and discovered the smell was coming from the couch. I thought the pillows had plastic due to them being stiff and noisy. After some time I started to explore this smell as I only smelled it while close to the sectional. Lying my face on the sitting pillows and the decorative pillows is where the smell was potent. I discovered a zipper, and soon as I unzipped I noticed feathers were inside and the feathers carried this offensive scent.

I called to discuss with customer care to see what my options were for cleaning. I pay for protection (extended warranty) which covers cleaning. I was told because months had passed, there's no way of telling where the smell came from. I don't have animals and the sofa has rarely been sat on considering I've had it over 2 months. I tried calling Acima customer service a handful but it would always say the reps are busy with other calls, and automatically hang up as if it was only meant to do that. I let time go by before attempting to resolve this matter. Only until an issue with payment (that's another story) surfaced, did I hear from RTG.

A tech came and confirmed a "musty" smells, but told me he couldn't clean it as he only spot cleans. So I took the exchange option. The delivery drivers arrived and asked if I wanted to check before unwrapping to see if the smell was the same, so I did. It did not surprise me that the couch smells the exact same and made my nose itch. Customer care called shortly after they left and she told me I have 30 days to choose something different.

In the meantime, I called around to see if I could get it cleaned/sanitized elsewhere. Stanley Steemer came same day and confirmed the smell, but couldn't clean since the issue isn't just surface and it's throughout the pillows. I've tried spraying it with hydrogen peroxide and alcohol as i think there's a culture on the surface coming from the dirty duck feathers - it didn't work.

I called 3.19.25 and had an extensive conversation about my options should I not find anything to my liking and without duck feathers. I was told if I wanted to give up the sectional I'd still be charged. I feel forced to keep merchandise I can't enjoy and can't have company with the risk of someone having a skin reaction to feather or bacteria it may have and find the scent offensive. I'm now seeking for an environmental testing lab. One testing lab mentioned it may have bug infestation in the warehouse before they packaged and delivered.

Please use consumer awareness when making purchases or you may be stuck with the...

Edited a month later:

Our furniture was picked up for return on Saturday April 29th. We were told we would receive our refund via check within 7 business days. We called to verify everything was good this last week on May 2nd and we were told there was a glitch in the system and it was showing we OWED the full amount. We purchased out furniture outright! After the “glitch” was fixed, we were told a payment would be processed the same day and this time, we would receive a check within 7-21 business days! Today, after nothing in the mail , we called again and NO REFUND HAS BEEN SENT!!!! Customer Service contacted the store again and supposedly, our refund will be sent back to our debit card within 14 days for the largest portion and check (for the part we payed additional with one of the upgrades in cash), via check. We are going to be filing charges if we do not receive the refund within 14 days. We are no longer going to be understanding.

IF YOU’RE LOOKING FOR NEW FURNITURE, AVOID ROOMS-TO-GO

I am unsure of anyone else’s experience with Rooms to Go, but I whole-heartedly do not recommend them! We just had the 3rd Livingroom set delivered around noon, and yet again, it’s broken!!!! This has been over the last year and this is the 2nd set delivered broken where as the other one only lasted 3 months before we had to have it serviced. When the service tech took apart this past set, you can clearly see it was made of the cheapest materials and poorly put together. We requested a refund this past time but they refused. This stuff is not cheap and nice as the furniture looks and based on what is in the store, which seems sturdy, one can almost assume as though they’re taking sent back furniture, refurbishing it and sending it as “new” to a new customer. Again, this is our experience but it’s hard to believe we’re the only ones. I would suggest they start using more...

Shopping for a new mattress with a specific brand in mind. We were greeted by Erika who immediately became our guide through the mattress jungle. She was so helpful that the experience of buying the mattress became educational. After lying on several types of mattress we were able to make the decision to get a mattress thanks to Erikas’ expert guidance *Now, since purchasing the mattress, Thursday April 15 we received our new mattress & foundation from the delivery department personnel, who seemed to be in a hurry Upon removing the protective plastic from one of the foundations we found that the protective cambric cloth was torn away from the foundation. The delivery man said he reported the issue but to also call customer service. I have been trying to contact customer support since Thursday April 15 the day it was delivered. Multiple phone calls, hours on hold , emailed customer support with a canned computer response and used the auto callback feature with no call backs.We need to have this damaged product either repaired or replaced. Update; finally got through to Customer service after 5 days of persistent phone calls. I was pleased with the representative and the way she helped with my problem. She has set up a delivery to replace the damaged foundation. I certainly appreciate her taking care of this matter for me. Thank you. *Apr. 28 I got the replacement foundation delivered today. Delivery was on time and the team was efficient and congenial. I am now satisfied with they’re customer service. It was a rough start but a smooth finish. I don’ t know what the original problem with contacting customer support was I just hope they can resolve the issue. Thanks again. By the way , we love...