We purchased a sleeper sofa and have been trying to get ahold of service for months. The bed does not lay flat!! No one ever responds whether on the phone, email, chat or otherwise. We also purchased the service contract which covers mechanical and manufacturer defects. I called their number ad it just goes to the rooms to go line which, again, never responds. It's fixed so you can't possibly talk to anyone EVER! I'm considering getting our attorney involved for principle sake but I'm so exasperated at this point the only thing I can think of is to recommend that you NEVER PURCHASE ANYTHING FROM ROOMS TO GO unless you have inspected it before receipt (which, of course, is impossible!) They have to have the MOST HORRIFIC customer service in the UNIVERSE!