Room & Board

I am rejecting this response because:

To Whom it May Concern: The following response is in response to complaint *** This customer purchased a Klein Sofa from Room & Board on April 4, and it was later delivered on April 11, 2012. The Company does not currently have record of the customer contacting us
on their concerns related to the inner frame of the sofa. Our return and exchange policy is located on our website and clearly states, “If an item is unsatisfactory we will work with you to resolve the issue to your satisfaction with expert product repair, parts replacement or an exchange.” The sofa has been in the customer’s home for nearly years, so a full exchange may not be possible, but we would welcome the opportunity to speak with the customer directly to come to a satisfactory solution Please feel free to contact Stephanie ***, our National Retail Market Manager, at ###-###-#### or at s@roomandboard.com Thank you and we hope to hear from you soon

Review: sleeper sofa losing air. was supposed to get a replacementDesired Settlement: I have had problems with my mattress. . there has been a slow leak. room and board stated they were going to exchange entire couch today. I waited all day. they arrived at 330. I live on [redacted] floor but due to layout of my apt, you have to get couch in by window. the driver and helper refused to do it. I had my super and son in law to do it. all the had to do was bring couch to side of apt. they refused. they argued. spent 30 min in truck speaking to [redacted]. they left and stated they won't deliver. I at least wanted the mattress I was entitled to. Customer Service was not helpful. they can't tell me when they will redeliver. I can't sleep on mattress it loses air. I need a new mattress or a new entire couch but I can't control layout of apt. the couch won't get in the bedroom door. my son in law and super will bring thru window but I need my sleepover sofa fixed.

Room&Board

[redacted]

###-###-####

Exchange Confirmation for [redacted]

For more information on our flat-rate delivery process, visit

[redacted]

See care information for all furniture [redacted] _____________________________________________________________________

Sold-To Cr: [redacted] Primary Phone: ###-###-####

Secondary Phone: ###-###-####

Email: [redacted]

Ship To: [redacted] Order Number [redacted]

Date: 12/**/2014

Design Associate: [redacted]

I'm so sorry you've been having so many issues with your sofa sleeper.

Your exchange is scheduled for Saturday 1/*/15. Please be sure to clean

the sofa prior to pick up. Let me know if you have any questions.

-[redacted] | ###-###-#### | [redacted]

.

12.**.14 customer has tried 2 valves and 1 new mattress bladder. she's

Item Qty Item Extended

Description Price Price

________________________________________________________________________

[redacted]

Metro 88" Two-Cushion Guest Select Quee 1 1,899.00 1,899.00-

Return pick up scheduled 01/**/2015

[redacted]

Metro 88" Two-Cushion Guest Select Quee 1 1,899.00 1,899.00

Scheduled for delivery 01/**/2015 from our

New Jersey Delivery Center

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Total Amount $ 0.00

Additional

Transactions

Sales Order [redacted] $ 2,159.47

Total $ 2,159.47

Deposits

05/**/2012 Check $ 1,000.00

05/**/2012 MC [redacted] $ 1,159.47

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Balance Due $ 0.00

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OUR GUARANTEE