Josh A.

Great service when selling you the product but absolutely horrible in resolving problems with the furniture after the fact. I am going to post an email that we we were instructed to write to *******@roomstogo.com as well as *******@roomstogo.com. The lack of resolution has gotten so bad that we have had to engage the better business bureau. I will tell you do not buy their TEAK Furniture as they do not treat it and it will develop significant mold even if it is not directly exposed to the elements. Please see the email chain below and posted photos.

To whom it may concern:

I have to make a formal complaint regarding the above referenced order number….

I purchased the furniture on 5/29/2023. I took delivery of the furniture sometime in July or August.

The furniture was delivered inside my house, and we were unable to put it outside until our outdoor construction was complete. We ended up finishing the construction around the first week of December and move the furniture outside under a covered structure in the second week of December.

Within a month of being outside (with zero direct exposure to rain or sunlight) the furniture started to develop mold across the teak. We have other teak furniture under the same structure and the only furniture that developed mold was the furniture I purchased from Rooms to Go.

We reached out to Rooms To Go Customer Care, and they sent a gentleman to my house to "treat" the furniture. This gentleman told my wife that the furniture "should not" be developing mold like this and he was unable to clean it off. Since his visit (less than a week ago) the mold has gotten much worse.

I reached out to Rooms To Go again today to see what the "status" was, and they told me that the mold was "normal", and I should consistently treat the furniture with a mixture of bleach and water. I cannot imagine how the mold development on the Rooms To Go furniture is normal when the other teak furniture outside has not developed any signs of mold. I also cannot imagine how the development of mold is normal when the Rooms To Go Repair Man told my wife that this should not be happening to our furniture. I am also blown away that the "normal development of mold" was not communicated to me by the salesperson or store at the time of purchase (or we never would have purchased the furniture).

We bought the most expensive patio set in the store and within a month of it being in its "designed" location it is developing mold. My wife who suffers from a few health issues will not sit on or use the furniture for fear of how it can affect her and when I call "customer service" the response I get is "that is normal, clean it consistently with 50% water and 50% bleach". This is new furniture, and this should not be happening.

I am so incredibly disappointed with the lack of concern and the immediate dismissal of my issues. My wife and I originally choose furniture from Crate and Barrel and choose to go with Rooms To Go because of the warranty and look at where it got me.

This is not the level of service I would expect from Rooms To Go.

We continue to go back and forth and I have filed a claim with the Better Business Bureau