BUYER BEWARE -- VERY DISAPPOINTED WITH ROOMS TO GO AND THEIR FURNITURE PROTECTION PLAN…read more
I purchased one of the higher-end recliners from Rooms To Go. When I went to pay for it at the store, the salesman encouraged me to purchase an additional protection/insurance plan.
Before agreeing to purchase it, I specifically asked him whether pet damage was covered. He told me YES. I then made it even clearer and asked whether that meant all types of pet damage, and again I was told YES.
Based on what the salesman told me, I purchased the additional coverage.
Later, I began having serious problems with the recliner itself. The seat cushion developed a problem, and the backrest was leaning severely to the right, which was causing me significant discomfort and back pain.
I contacted Rooms To Go customer service, and they sent a service representative to inspect the recliner. He confirmed there was a problem with both the seat and the backrest. He offered to restuff it at my home, but when I asked whether that could leave the cushion lumpy, he acknowledged that it could. He also told me the recliner could be sent back to be properly redone. I chose that option.
Unfortunately, I never received the promised follow-up about taking the recliner back for repair.
I contacted Rooms To Go again, and they sent out another representative. This representative told me Rooms To Go would not take the recliner back for the original problem, but because I had purchased the additional protection plan and there was pet damage, I could submit it through the protection plan and the recliner could be rebuilt as needed.
I thought, great -- I paid extra for the protection plan, so at least the recliner can finally be repaired properly.
Then my claim was denied.
When I asked why, I was told that while the plan covers pet damage, it apparently only covers certain types of pet-related damage, including biological damage.
That is NOT what I was told when the protection plan was sold to me.
Had the salesman explained these limitations when I specifically asked whether all pet damage was covered, I would have known exactly what I was purchasing and could have made an informed decision. Instead, I relied on what I was told at the point of sale and paid additional money for coverage that did not provide the protection I believed I was buying.
When I contacted Rooms To Go customer service about the denial, I was essentially told that the protection plan was handled by the insurance/protection company and not by Rooms To Go. That was extremely disappointing because Rooms To Go was the company whose salesman sold me the protection plan in the first place.
My experience has left me with a recliner that has significant problems, a protection plan that did not cover the damage the way it was represented to me, and no satisfactory resolution from Rooms To Go.
I will not purchase furniture from Rooms To Go again. In my experience, the quality of the furniture has also been disappointing and certainly not what I expected for the money.
BUYER BEWARE: If you are considering purchasing one of their protection plans, do not rely solely on what a salesperson tells you is covered. Get it in writing and read every exclusion and limitation yourself before paying for it.
I trusted what I was told by the salesperson. I paid extra based on those representations. When I actually needed the coverage, I found out that what I had been told and what the protection company says is covered were two very different things.
That is not the kind of customer service I expect after spending this much money on a recliner.
