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    Big Lots

    4.0 (5 reviews)
    Open 9:00 am - 9:00 pm
    Updated 3 months ago

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    Rooms To Go

    Rooms To Go

    2.4(90 reviews)
    2.5 mi
    $$

    My mother purchased the Laredo Springs Dual Power Reclining Sofa and matching Console Loveseat…read more(Store #1610, Dunn, NC) The power motor on one of these pieces has stopped working, despite the set having seen less than 4 months of actual use. Shortly after pickup, my mother was diagnosed with cancer and passed away in December 2025. Between her illness and then settling her estate, this furniture sat entirely untouched. We only discovered the failure recently, while preparing her home for sale. I called customer care and spoke with Carlos, who identified himself as a Supervisor in Customer Service. He was fairly callous and told me there was nothing he could do and that it was out of his control since I didn't pay for the extended warranty. His one offer was that I could purchase a replacement motor myself for $88, and separately arrange and pay for someone to install it. I then contacted the Customer care team via their email, customerservice@roomstogo.com and received this fantastic response, "Thank you for reaching out. We are sincerely sorry for any frustration experienced. Please know, that we provide a one year warranty for any manufacturing defects. This warranty ended on 5/09/2026 so this order is outside of that warranty. We offer the opportunity to purchase an extended service contract prior to delivery; however, we see no extended warranty was purchased. While we are still willing to look into a paid part order for your piece, we do not offer any options outside of warranty. We have attached a copy of this warranty for your review. Please let us know if you'd like to look into the paid part order." For a sofa and loveseat that together cost nearly $3,000 and were barely used, I don't think that's a reasonable resolution, and I was honestly shocked that this is how a company treats someone who has been a customer for years. It has certainly succeeded in making me a former one.

    Tiana is a star She was unbelievably helpful, understanding…read moreand knowledgeable about the stores products and services Tiana has a great sense of design and was helpful in assisting us resolve our design issues for our living room she was very interested in all of our concerns and we were able to make modifications to our order without delay in delivery that was already scheduled An absolute pleasure to deal with and an asset to RTG ELLEN AND DENNIS GOLDENSOHN

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    Big Lots - deptstores - Updated August 2026

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