RoomsXpress

Mr [redacted] **, RoomsXpress store manager was face with this same right verses right dilemma when we purchased a piece “leather sectional” from RoomsXpress and we complained about the quality of leather cracking and the color deterioration in less than six months of taking possession of the furnitureThe simple right thing to do would have been to share with us that what we were experiencing was characteristic of leather match, not top grade leatherBoth the sales associate James (last name unknown), and Mr [redacted] , assured us we were purchasing top grade leather, in November There was never any verbal disclosure nor did the sales tag on the sectional read “leather match material”, rather it explicitly stated “leather sectional” along with it's price tagConsequently we purchase what we thought and lead to believe was 100% genuine leatherWe also purchase a second sectional from RoomsXpress which was made from corduroy material and has nothing to do with our complaint The time line Mr [redacted] so diligently annotated in his rebuttal is also not being disputed, nor relevant to the cracking, discoloration, and the unraveling at the seams of the “leather sectional”We were willing and prepared to take the sectional if holding the furniture in their warehouse was an issueHowever they graciously agreed to hold the sectional until we settled escrowWe specifically asked would there be an issue returning our money if the purchase of our home fell through for any reasonThe answer to that question was a simple “Oh no that would be no problem!” Mr **'s animation with his response made us both laughWe are not denying any accommodations that were made for us by RoomsXpress with storing the furnitureWe were actually quite please and impressed with their customer service during our home purchase processIt's also true that we were concerned with their space requirements and periodically checked in with the store to ensure we were not putting them at a disadvantage by holding the furniture until we moved into our new place Mr [redacted] is also correct in stating that we would come into the store on a monthly basis making $1000+ payments towards the balance owedThe floor model sectional has a “leather sectional tag” displayed on it, not a tag stating “leather match” as MrVo claims in his rebuttalHad it stated leather match we would have asked what does that meanGiven the information about the composition of the leather match material we definitely would not have purchase a set made of 51% vinyl materialHowever, the tag on the furniture, the sale associate and Mr [redacted] all stated we were purchasing a top grade leather set It wasn't until we worked in good faith with RoomsXpress on multiple occasions to address the quality issues Mr [redacted] is repeatedly minimizing in his rebuttal, that we were made aware the material was a leather match materialThe initial service call was for the material not laying properly, on the back of the motion pieceThe bottom back inside access panel cover that Mr [redacted] speaks about was not the primary issue we called aboutRather it was he that discovered a small piece of material coming undone and showing white in colorUpon further examination of the set several other areas of discoloration was brought to Mr **'s attention The one motion piece cover was replaced and Mr **'s service team touched up the other discolorations that were pointed out with what appeared to be a sharpie marker The touch ups from the markers did not last longIt did not last long at all! Yes there was a one year manufacturer warranty however we purchased an extended warrantyYes we are unsatisfied with both being misled regarding the quality of the leather sectional and with the store comments pertaining to if we wanted satisfaction to replace the damaged pieces and sell the furniture on CraigslistWe are not in the furniture selling business nor do we appreciate being duped or misled into believing we were purchasing one material and actually being sold anotherThe offer to replace four of the seven pieces with the same material is not an acceptable solution and does address the root cause of the problemWe have been disenchanted with both the leather sectional and the storeA store we initially believed to be a business that sought to exceed customer expectations The extended warranty offer by Guardian was purchased at RoomsXpress and not directly through GuardianWe were informed that all transactions with Guardian are through RoomsXpress as part of the customer serviceWe are highly disappointed with the way this situation has been handledWhat part of “extended warranty” is extended when you send the customer a document to sign stating this will be the last and final service you will receive The remedy we are seeking as the final transaction with RoomsXpress is a refund on both the purchase price of the sectional as well as the purchase price of the extended warranty they have chosen not to honor

I am rejecting this response because:
The two sales associates were well aware of my need for eight chairs as I said it multiple timesI made it very clearIt was so clear in fact, it was written on my receipt that the purchase included eight chairs and a tableI am not responsible for you "mistakenly approving" the saleIf you approve the contract, you should honor it.
I will never do business with them again as I cannot trust that any sale made will go throughThe owner may call at any time to say he made a "mistake," wants more money for the products, and will no longer honor the contract

You're absolutely right, there are two sides to a story.  Before we go forward with our response, we would like further clarification in her settlement amount.  Thanks.

I visited Rooms Xpress Furniture this past weekend and was surprised at the large variety of furniture in the store. The owner, Jose, was very pleasant and did not hover over us while were shopping but was readily available to answer any questions we had. There were so many options to choose from when selecting the material for a new couch and chair. Another plus is that it is only $60 for delivery and set up. Other stores I've dealt with want up to $300.

Mr. [redacted], RoomsXpress store manager was face with this same right verses right dilemma when we purchased a 7 piece “leather sectional” from RoomsXpress and we complained about the quality of leather cracking and the color deterioration in less than six months of taking possession of the furniture. The simple right thing to do would have been to share with us that what we were experiencing was characteristic of leather match, not top grade leather. Both the sales associate James (last name unknown), and Mr. [redacted] , assured us we were purchasing top grade leather, in November 2012. There was never any verbal disclosure nor did the sales tag on the sectional read “leather match material”, rather it explicitly stated “leather sectional” along with it's price tag. Consequently we purchase what we thought and lead to believe was 100% genuine leather. We also purchase a second sectional from RoomsXpress which was made from corduroy material and has nothing to do with our complaint.
 The time line Mr. ** so diligently annotated in his rebuttal is also not being disputed, nor relevant to the cracking, discoloration, and the unraveling at the seams of the “leather sectional”. We were willing and prepared to take the sectional if holding the furniture in their warehouse was an issue. However they graciously agreed to hold the sectional until we settled escrow. We specifically asked would there be an issue returning our money if the purchase of our home fell through for any reason. The answer to that question was a simple “Oh no that would be no problem!” Mr **'s animation with his response made us both laugh. We are not denying any accommodations that were made for us by RoomsXpress with storing the furniture. We were actually quite please and impressed with their customer service during our home purchase process. It's also true that we were concerned with their space requirements and periodically checked in with the store to ensure we were not putting them at a disadvantage by holding the furniture until we moved into our new place. 
Mr. ** is also correct in stating that we would come into the store on a monthly basis making $1000+ payments towards the balance owed. The floor model sectional has a “leather sectional tag” displayed on it, not a tag stating “leather match” as Mr. Vo claims in his rebuttal. Had it stated leather match  we would have asked what does that mean. Given the information about the composition of  the leather match material we definitely would not have purchase a set made of 51% vinyl material. However, the tag on the furniture, the sale associate and Mr ** all stated we were purchasing a top grade leather set. 
 It wasn't until we worked in good faith with RoomsXpress on multiple occasions to address the quality issues Mr ** is repeatedly minimizing in his rebuttal, that we were made aware the material was a leather match material.. The initial service call was for the material not laying properly, on the back of  the motion piece. The bottom back inside access panel cover that Mr ** speaks about was not the primary issue we called about. Rather it was he that discovered a small piece of material coming undone and showing white in color. Upon further examination of the set several other areas of discoloration was brought to Mr **'s attention The one motion piece cover was replaced and Mr **'s service team touched up the other discolorations that were pointed out with what appeared to be a sharpie marker.  The touch ups from the markers did not last long. It did not last long at all! 
 Yes there was a one year manufacturer warranty however we purchased an extended warranty. Yes we are unsatisfied with both being misled regarding the quality of the leather sectional and with the store comments pertaining to if we wanted satisfaction to replace the damaged pieces and sell the furniture on Craigslist. We are not in the furniture selling business nor do we appreciate being duped or misled into believing we were purchasing one material and actually being sold another. The offer to replace four of the seven pieces with the same material is not an acceptable solution and does address the root cause of the problem. We have been disenchanted with both the leather sectional and the store. A store we initially believed to be a  business that sought to exceed customer expectations. 
The extended warranty offer by Guardian was purchased at RoomsXpress and not directly through Guardian. We were informed that all transactions with Guardian are through RoomsXpress as part of the customer service. We are highly disappointed with the way this situation has been handled. What part of “extended warranty” is extended when you send the customer a document to sign stating this will be the last and final service you will receive.
 The remedy we are seeking as the final transaction with RoomsXpress is a refund on both the purchase price of the sectional as well as the purchase price of the extended warranty they have chosen not to honor.

We thank [redacted] for her thoughts and will use her experience to better our business practices.  We would also like to apologize for the inconvenience her experience with our business has caused her.
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[redacted] walked into our store on May 10th, 2014; upon arriving, she showed a photo of a dining set on her cell phone to our sales associate.  Our sales associate identified the dining set as one of our displays in our showroom and immediately took [redacted] to the set.  The price on our table and six chairs was originally $2999, with a sale of $400 off.  For $2866.67, [redacted] would have received a table, six chairs, including delivery and taxes.  [redacted] inquired about price matching with the photo on her cell phone.  After further discussion, we agreed to selling [redacted] a table with six chairs at a price match of $2400 out-the-door.  Our store was experiencing a busy day that day and instead of having one sales associate, two of our sales associates helped [redacted].  Between [redacted] and the two sales associate, the deal was mistakenly misunderstood – [redacted] wanted a table with 8 chairs and not six.  After paying and leaving the store, I reviewed her invoice and saw that I mistakenly approved a sale of $2400 for a table and 8 chairs.  It was a miscommunication between our staff members and I immediately called [redacted] to rectify our mistake.  To accommodate [redacted]’s needs, I offered the two chairs to her at a substantially discounted price of $100 each (instead of $299 each).  [redacted] was upset and said she would think about my offer and call me back.  Later on that day, [redacted] called and said she did not want my offer and wanted her refund.  After apologizing to [redacted], we refunded the full amount back to her credit card.
Although [redacted] has received her full refund by now, we encourage her to shop around and hope that we can eventually gain her trust and business.  We are a local, family-owned business and would like local business to stay in the local community, but giving away our merchandise at a minimal price would not be enough to sustain us.  Once again, I truly apologize for the inconvenience and we thank her for her understanding with this matter.
 
 
[redacted]Store Manager

Mr. and Mrs. [redacted] came to our store on November 1, 2012; they purchased the following: a custom fabric sectional, one recliner and an Ashley 7 piece leather sectional.  The [redacted]s just bought a home and were in the process of escrow.  The total purchase price was $7463.58, after a significant savings, they paid $5970 which included taxes, delivery and an extended warranty.  The custom fabric made sectional took 6-8 weeks to produce.  To cater to the [redacted]'s timeline with their home, we delayed the arrival to all merchandise which arrived to our store on December 30, 2012.  In the first week of January, I contacted Mrs. [redacted] to schedule her furniture delivery.  I was informed that there was a delay in closing escrow, so we relocated  their merchandise from our showroom to our off-site warehouse for safe keeping.  They asked us how long we would keep their furniture and to accommodate their needs, we agreed to hold on to their furniture for as long as they needed.  It took six months for the [redacted] family to successfully acquire their home.  We ultimately delivered their entire order on May 4, 2013 and they were happy with their purchase.  Our team vividly remembers the [redacted]'s furniture delivery because of the challenge it was to set up the custom sectional on their second floor loft where there was precarious, tight fit moving the sectional into.
In regards to leather products we sell at RoomsXpress, there are only two leather options:  One is bonded leather which is a mixed 20% leather with other components; and it usually covers 100% of the furniture piece - this is very common in the marketplace; the second leather option is 100% genuine leather match.  The 100% leather covers all common touching areas; other areas of each piece like the sides and back are covered by vinyl.    We do not carry 100% leather that covers the entire piece of furniture.  The [redacted] family selected the Ashley leather match sectional that was on display in our showroom.  Furthermore, between the purchase (which was made on November 1, 2012 and the delivery date of May 4, 2013), the [redacted] family came to our store on 4 different occasions to mainly make payment on their purchase, update us on the status of their home and inspect the purchased items.  At the time of purchase, the item description were clearly disclosed and there were no questions or concerns during those visits. 
The first service call came in four months after the delivery date.  The main issue was on one of the motion pieces – in the bottom back, in the inside panel access cover, there was a small (about a quarter of a dime) piece of the material that came undone and showed a white color.  Please keep in mind, this was a very small reserved material and did not stand out against the chocolate colored sectional.  The [redacted]s were concerned the spot would spread and get bigger; they reiterated the fact that they spent a lot of money on the sectional and wanted their furniture to be perfect and we agreed.  We then contacted the manufacturer, Ashley to send us the part for the entire back assembly piece.  When the piece arrived, I contacted Mrs. [redacted]; she came to our store to inspect the part.  After her approval, we proceeded with the service delivery.  We delivered the repaired piece and while our service team was in her home, they did minor touch ups to that piece to make the sectional more appealing.  Mrs. [redacted] was satisfied and signed off on the paperwork. 
In April 2014, Mrs. [redacted] came to our store and expressed concerns about her sectional with pictures of defected spots on her phone.  We could not see the pictures clearly, so I made an appointment to see the sectional at her home.  On our visit to her home, we took multiple pictures of concerned areas to bring to the (Ashley) manufacturer.  At the time, I did express my worry with the limited warranty time line. 
After extensive phone calls to Ashley, we learned that Ashley offered only a one year warranty on the cover and the warranty period began the day the merchandise left the facility on December 30, 2012 and expired December 30, 2013.  This incident report came in April 2014, therefore was no longer eligible for the manufacturer warranty. 
I reported to Mrs. [redacted] about the Ashley policy and she was unhappy.  The next following conversations with Mrs. [redacted] became unpleasant.  She felt we misled her on the products that she purchased.  During one of our difficult conversations, she asked a common question asked by many of our other customers: “what do I do with my unwanted furniture?”  My suggestion to her, which we learned from many of our customers, was to give it to a family member, donate it to a church or sell it on craigslist.  These were mere suggestions, it is not our place to tell our customers what to do with their property. 
We were bothered by Mrs. [redacted]’s situation so, we offered to completely replace 4 of 7 pieces of her sectional.  We would deliver them to her home, brand new and at our own expense.  With the replacement, we did inform Mrs. [redacted] that we would not be able to service her sectional after replacing the 4 pieces due to the expired warranty.  To move forward, all we needed was her approval for brand new pieces for her sectional and we would resolve her issues.  Instead, Mrs. [redacted] went to the Revdex.com.  Frankly, we are disappointed by her choice after all of our accommodations to her.  We would like to formally withdraw our offer to replace her 4 pieces, free of charge.  We recommend Mrs. [redacted] contact Ashley directly and/or the company that she purchased the extended warranty (Guardian) – 5 years term) to resolve her problems.  We simply cannot undo the decision she made on November 1, 2012. 
[redacted]
RoomsXpress Store Manager

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Hello [redacted],
The 7 piece sectional was sold to us for $3499. We also paid $299 for an extended warranty Guardian Plan. The total $3798 was taxed at 8.25% bringing the total to $4111.33. There was a 20% discounted applied to the total ($822.26). Consequently we paid $3289 for the vinyl/polyurethane/leather sectional.
We reported quality issues with this alleged leather sectional within the 1st six months with the material peeling, bursting at the seam, and the fabric not laying properly. Rooms Xpress came out and replaced 1 damaged piece and used a marker to fill in some obvious discolorations and fading on several of the other pieces. We've tried to work with Rooms Xpress regarding the quality issues we are experiencing but to no avail.
We were sent a settlement agreement to sign accepting replacing 4 pieces of the set with an understanding that this would be the last and final service we would receive for this piece of furniture. The manager also advised us to get the pieces replaced and sell the set on Craig's List. I in turn informed him that we are not in the furniture selling business.
For these reasons and more we are seeking a settlement amount of $3000. Roughly the amount we paid with the original manufactures warranty.

Review: I went to the store and found a dining table that I liked. I had seen it online for cheaper. I asked them if they would price match. They talked it over and eventually agreed. I made the purchase and went on my way. The receipt clearly states that my purchase was for 6 side chairs, 2 arm chairs, and the table. About 30 min later, the manager/owner calls me and goes back on the deal stating that the reason was because they thought it was only for four side chairs, not six. However, we had already signed, paid, and shook on it.Desired Settlement: I would like for him to honor the deal that was originally made.

Business

Response:

We thank [redacted] for her thoughts and will use her experience to better our business practices. We would also like to apologize for the inconvenience her experience with our business has caused her.

[redacted] walked into our store on May 10th, 2014; upon arriving, she showed a photo of a dining set on her cell phone to our sales associate. Our sales associate identified the dining set as one of our displays in our showroom and immediately took [redacted] to the set. The price on our table and six chairs was originally $2999, with a sale of $400 off. For $2866.67, [redacted] would have received a table, six chairs, including delivery and taxes. [redacted] inquired about price matching with the photo on her cell phone. After further discussion, we agreed to selling [redacted] a table with six chairs at a price match of $2400 out-the-door. Our store was experiencing a busy day that day and instead of having one sales associate, two of our sales associates helped [redacted]. Between [redacted] and the two sales associate, the deal was mistakenly misunderstood – [redacted] wanted a table with 8 chairs and not six. After paying and leaving the store, I reviewed her invoice and saw that I mistakenly approved a sale of $2400 for a table and 8 chairs. It was a miscommunication between our staff members and I immediately called [redacted] to rectify our mistake. To accommodate [redacted]’s needs, I offered the two chairs to her at a substantially discounted price of $100 each (instead of $299 each). [redacted] was upset and said she would think about my offer and call me back. Later on that day, [redacted] called and said she did not want my offer and wanted her refund. After apologizing to [redacted], we refunded the full amount back to her credit card.

Although [redacted] has received her full refund by now, we encourage her to shop around and hope that we can eventually gain her trust and business. We are a local, family-owned business and would like local business to stay in the local community, but giving away our merchandise at a minimal price would not be enough to sustain us. Once again, I truly apologize for the inconvenience and we thank her for her understanding with this matter.

[redacted]Store Manager

Consumer

Response:

I am rejecting this response because: