Rothman Furniture Stores Inc

We are very sorry that this consumer is upset. Rothman is truly trying its best to find a resolution for this consumer.When the customer called us, we paid a technician to go out to the customer's home. The technician told him that the slight noise he was hearing was
since he was getting in and out of the bed from a wheelchair. The adjustable base he purchased is wood, not metal, and some noise is to be expected when the bed is sat on. Wood does slightly swell or contract with changes in heat and humidity. The customer also has the adjustable base set up on a metal bedframe instead of the legs that it is supposed to have on it. The customer was not willing to accept that answer, so his Work Order was turned over to the manufacturer of the adjustable base so that they could send one of their own techs out for a second opinion. We think there was some delay in them getting back to him with a solution, not Rothman. The Manufacturer did not end up sending a technician. They spoke with the consumer earlier this morning and said that they feel it is the metal bed frame he is using making the noise, not their adjustable base. Rothman has followed up with the customer today as well. We are going to pay two men to go out and place his adjustable base on a floor and test it for squeaks. Separating the adjustable base, the mattress and the metal bed frame and evaluating them separately should help us truly determine the cause of this noise. The men are scheduled to go out to his home on 9/20/

Initial Business Response /* (1000, 5, 2015/11/12) */
We are very sorry for the delay this consumer has experienced in receiving a refund checkOur investigation into the matter shows that she reselected on her mattress set under Serta's Comfort GuaranteeThe Guarantee calls for Store Credit
Only, no cash back if selecting to a mattress of lesser valueAn exception was made to this rule for the consumer in order to keep them happyThe consumer financed 90% of her purchase through *** *** Finance and made a small cash down paymentInstead of refunding her the cash deposit, the credit was sent to the finance company to reduce her loan amountWe thought the refund was completeSince this consumer would like her cash deposit back, a check was mailed to her for this amount yesterday and her finance account adjusted accordingly

As stated on our Sales Contract with the Consumer, "All warranties are those granted by the Manufacturer", so this complaint should not be charged to Rothman Furniture. This was a Manufacturer's decision.We are concerned that this consumer is unhappy, therefore, we have negotiated with the
Manufacturer on this Consumer's behalfThe factory would be willing to take this mattress (not foundation) back if the consumer would be willing to upgrade to a different mattress, as they can expect the same wear if it was just exchanged for another of the same model.If the Consumer wishes to do so, they can go into any Rothman Store and let the salesperson know that they have come in to re-select on their mattress. All information regarding credit has been entered into our computer system.We hope this resolves the matter to the customers' satisfaction

The cushion issue this customer is experiencing is not covered under the extended warranty plan she purchased, however we are able to order a replacement seat cushion core for her under the manufacturer's warranty--we did offer to do this on 3/but she told us not to do anythingAt this time we
can order the cushion core that is needed, and we can void the extended warranty she purchased and issue a refund to her for the $purchase price. She is outside the one year manufacturer's labor warranty as well as our one year in home service period. Once the replacement seat cushion core arrives we will contact the customer for options on having this part replaced

I am very sorry to hear that Ms*** was not satisfied with her recent experience at one of our Rothman stores. I was able to get a copy of the signed sales receipt that Ms*** signed and I do not see anything crossed out and changed at all. I regret that there was any sort of
miscommunication between our sales rep and Ms*** but the amount being disputed is the tax on each mattress and that is not something that could've been waived. Unfortunately this would have had to have been cancelled at the time of the sale if she was unhappy with the taxes being added on. I have attached a copy of the receipt that Ms*** signed showing the dollar amounts being charged for each mattress, with no sign of anything alteredAgain, we strive to provide every single customer with excellent service and we regret that she is not happy with her experience on her most recent purchase, but we are not able to make any price adjustments on this ticket. Sincerely, *** Rothman Furniture

We are very sorry that this consumer is unhappy, but Rothman has tried working with the consumer, even offering options that would be at no charge to her. The Manufacturer's Warranty on the item has expired. The warranty on the product was one year. The manufacturer will
not send a Service Technician to correct items that are out of warranty. The problem the customer has is not clearly a manufacturing defect, and could also be caused from use in the home. This is not always easily discernible either way in in a case like this where a product is used and receives "wear and tear", but Rothman did previously service the product for the consumer at no charge when a similar problem arose in a different area of the sofa. When the repair was made, the technician did not find any other areas of concern, so we are not sure how there would now be a manufacturing defect that was not there during his visit in June.We have offered for the customer to take the item to the store location closest to her for repair at no charge. The store will have the item shipped to our shop at no charge, or, she may bring it directly to our shop for quicker turn-around time. We have also agreed to waive the Labor Fees and make the correction at no charge. We have also made the offer of contracting a delivery truck to come pick up her item and deliver it back to her, but she would have to pay for that convenience-service. That service was offered to her at half the rate, $for round trip rather than $for each trip. We have also offered her the name and phone # of a technician who could make the correction in her home, but again, she would have to contact that person for a repair estimate quote that convsince the factory warranty will not cover the visit.We are also sorry if the customer is unhappy with the Extended Warranty she purchased. We have many customers who are very happy and use the coverage. If this customer no longer wishes to carry the extended warranty coverage that they purchased, they may contact the provider for a pro-rated refund of the unused portion. The consumer may call the number listed on her warranty paperwork to receive the refund

Ms*** purchased an extended warranty and that is s a Montage protection plan it is given at the time of purchaseThis is not through Rothman at all. It does say all over brochure that the extended warranty covers any type of accidental type of damages such as cuts, rips, or burns, but
is also lists things that they do not cover which is wear and tearI show at the bottom of customer sales ticket, she agreed to the terms of this and to the year in home service warranty through Rothman and the manufacturer’s warranty through Montage

Complaint: ***
I am rejecting this response because: The sales person said the warranty covers everything
Sincerely,
*** ***

Initial Business Response /* (1000, 7, 2016/01/13) */
We are truly sorry for this customer's inconvenience, but we are at the mercy of the Manufacturer shipping the merchandise to usHer sales contract clearly states that there could be delays in the quoted arrival date
We feel that this
complaint should be closed as INVALIDShe received refund of her delivery charge on 1/for her inconvenience and a delivery date of today (1/13/15) was chosen by the customer on 1/11/15, both being prior to the Case Open Date on this complaintIt has already been resolved
Initial Consumer Rebuttal /* (3000, 9, 2016/01/13) */
I want to cancel this as it should be delieved tomorrow

Complaint: ***
I am rejecting this response because: there has been nothing done since Rothman responded to this complaint. The photos are not right. I want photos of the furniture just before delivery to my home. The man who was rep from Rothman when he came out to replace the footboard and dresser also inspected the damage on the lingere chest. He said that there was no way I could have made that damage and he relayed that information on a call that I heard to either a *** or *** at Rothman. He said that the damage happens alot with the contracted delivery company. I also am not aware of any recorded phone conversation that I admitted to anything. If there was such a phone call, I want Rothman to send to Revdex.com to listen. I am very upset with Rothman over this matter
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
The wear and tear cannot just be for a yearThis product is literally falling apartSprings are coming up through the seatRothman should stand by the product they sellIf the product doesn't last for longer than year it's not qualify furnitureWe called multiple times spoke to someone over the phoneThe person we spoke to is no longer thereI sent pictures of the furniture falling apartWe don't the furniture due to the qualityWe exchanged the previous furniture because that was falling apart as wellWe even thought to buy something a little more expensive in hopes it would last more than a yearWe want to return the furniture and get a refundI do not want to buy any sofas ,chairs or loveseats due to the horrendous quality they sell at RothmanRothman should stand by the product they sellIf the Revdex.com would like for me to resend the pictures I willThis isn't "wear and tear" this is bad furniture they are trying to pass as a good productadvertising is what this isIf someome sits in this chair and the back falls off they could get hurtI can't even sit in it anymore due to me having back surgery I don't even want to risk itBottom line it's falling apart and I bought it through rothman NOT the manufacturer
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThey came out and put a new frame down and it stopped the popping so far on the bed
Sincerely,
*** ***

I am so sorry to hear that Mrs*** is not happy with the resolution that was offered to her. Part of her refund was issued in the form of a check, and the remaining balance was issued in the form of a Rothman gift card. The reason for this is because in June of Mrs***
purchased a sectional from Rothman, and she began to experience some issues with it and after the manufacturer declined to exchange it for her due to it being outside of the one year manufacturers warranty, Rothman Furniture issued her a gift card in the amount of $in addition to allowing Mrs*** to keep the furniture. Mrs*** then used that gift card to purchase a new sofa and loveseat in May of 2016. She called in reporting some fabric issues and we worked with the manufacturer to allow her to have credit even though she was already outside of her one year manufacturer warranty on this set too. The total cost for this particular sofa and loveseat was $she used the $gift card and had the remaining $financed. She was refunded the same forms of payment that she used to purchase this furniture. Her financing was already paid for, so a check was issued out to her in the amount of $and the remainder of $2000 is refunded back on a new gift cardWe absolutely care for each and every one of our customers and we strive to provide excellent service to ensure a positive outcome when any issues arrive. I hope that Mrs*** is able to see that we have worked extremely hard to resolve this for her with her best interest in mind while following and complying with all Rothman Furniture warranty and return policies

We are sorry if this consumer is unhappy with their mattress or chose a model that they later found not to be to their liking. The consumer reported that they found it to be too soft, possibly the wrong mattress, after a couple of months of use.Rothmans paid a technician at our expense to
inspect this mattress for the consumer. The technician certified that the mattress received is the correct mattress and is the same make and model as displayed on our floor. The technician also examined the mattress for manufacturing defects, and found none. There is a measurement/test that technicians perform to see if the mattress has absoftening or settling. This test was performed and no abnormalities were found.The consumer did sign a sales contract (see attached) and, specifically initialed that she understood that bedding she was purchasing is not returnable. Should the consumer later find that there is a manufacturing defect covered by the Manufacturer's Limited Warranty, Rothman will be happy to assist her in filing a Warranty Claim. There is not a manufacturing defect at this time, so there unfortunately is no Service or Replacement option available.If the consumer wishes to sell this mattress via Craigslist or some other way and return to Rothman to purchase a different model, Rothman will be happy to see if any special pricing considerations can be made to help with this situation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

We are sorry that this consumer is unhappy, but, he only had a One Year Warranty on the fabric of this set. He has no warranty. However, Rothman was trying to keep the customer happy and is supplying fabric/parts and labor at no charge to the consumer. We are sorry if the customer
misunderstood when we agreed to try to assist him, but we no longer have technicians in the Hillsboro area, and so, would not have been able to offer to send a technician to his home. Our records indicate that we would indeed absorb the cost of parts and labor, but that the consumer would be responsible for the transport of the damaged items. If he would like to pay Rothman for transport of the items, we would be happy to make those arrangements for him. If he would like to transport the pieces himself, he can take it to the nearest Rothman location and drop them off. They will transport it to our Shop in O'Fallon, MO from the store free of charge

The merchandise in question was not advertised as 100% leather, it is a bicast leather. Bicast leather is made with a split leather backing covered with a layer of polyurethane that is applied and then embossedThe factory warranty on the cover was year, and this merchandise was delivered
5/2/2008. According to our records the customer contacted us after delivery reporting scratches on the sofa legs, which were replacedOn 6/6/the customer contacted us stating he was not aware that the merchandise was not "real" leather, at that time we urged him to contact the store manager but we do not show that contact was made. We did not hear from the customer again until August 2009, at which time he stated the ottoman top cushion was sinkingWe offered the customer the option of bringing that piece in for correction but that was not doneWe show no other record of contact from this customer. At this time the merchandise is will past the manufacturer's one year warranty and no additional warranty was purchased. The merchandise is over years old and we are not able to take the pieces back for either refund or replacement. Should you have any further questions or concerns please feel free to contact out customer care department at ***

Complaint: ***
I am rejecting this response because: I had already purchased the sofaWhy would I want to pay a higher price for itI was never told how much the sofa would cost with the optional discounted price, only that it would be much higher that what I had already paid To me that is not an offerBesides, I was told this when I went to the store to view the couch I purchased on-line No one reached out to me as I have repeatedly requestedI still have not received a phone call to discuss this matterI still want the couch at the price I paid forRothman company then decides to be deceitful and refund my money without my permission and without my knowledge of the transaction like nothing ever happened and that they were not in the wrongAgain, I want the couch at the price I originally paid for it
Sincerely,
*** ***

Since the last time I wrote in I found out that Rothman is closing it's stores and I no longer want a replacement due to if it falls apart again or have issues with it in any way I won't have any place to return it to or fix itRothman also sent us a $500 gift card for future purchases for the inconvenienceMy puchance price for this faulty furniture is almost $Our sales man/friend says there are many specials due to them closing all their storesTo come out and view a few things and he will see what he can do to give us a good dealRothman knows their product is sub par and still won't give us a full refundI would like for them to come get their faulty product, give us our money back so we can go somewhere else who does have quality furniture

We are sorry that the problem with a faulty drawer could not be corrected by the manufacturer. We were unable to procure a replacement drawer for her despite several attempts to do so. We thought that customer has been thoroughly satisfied when we agreed to not only give her a refund for
the item she is having a problem with, but, a full refund of the entire bedroom set that she has used for a year in her home. We did not pro-rate the refund/credit amount for the time she has used it.Rothman has offered to give the consumer a refund back to the original credit card on which it was purchased. She was to go into the store to have the card swiped directly after the merchandise was picked up, but then called us and told us she would prefer store credit rather than go through the refund process and changed the pidate. She then said the account number had changed and she did not want to wait for the bank to re-route the refund to her new account. We thought this matter was closed. We were just waiting for the store credit to be used.The sales contract was made out in a different person's name. We have no proof that the Complainant is the person who paid for the merchandise. We can issue a check refund, but we must issue that refund to the person whose name is on the sales contract as they are the legal owner. We can mail it to the address where we picked up the merchandise. The Owner can sign the check over to the Complainant if that is their agreement. The other option the customer has, if they no longer want the Store Credit, is to provide us with the information on the card used to make the original purchase. Her bank will route the refund to her new account if she is indeed the Purchaser.Please ask her to contact Customer Care at *** and let a Representative know which of these three options has been chosen: refund check to the Owner, refund back to her card (she needs to supply the card information, we can verify she is the Purchaser), or Store Credit