Rothman Furniture Stores

We are sorry to hear that Ms [redacted] is unhappy with her box springs, we did send out certified technician out to inspect it for any manufacturer defects and his report came back to us that he did not find any defects He did state that there was a raised wire that he was able to correct, but not any manufacturers defect Ultimately her mattress and box springs are warrantied through the manufacturer ***As we told her before we would be happy to give her ***'s warranty contact information so that she may reach out to them in regards to any other issues that she feels are defectiveAgain, we strive to provide the best customer experience within out abilities, and Ms [redacted] can absolutely contact the Customer Care department at Rothmans and we will provide her with the warranty department information for the manufacturer Thank you, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/10/29) */ We are sorry that this consumer hears squeaking in three different items sent to her Our technician found a very faint noise in the first sectional and corrected it, but reported that he felt her flooring was making some type of sound when heavy weight was placed in that areaBut the consumer claimed this was not true and continued to hear something in the sectional piece, so we promptly exchanged itI have spoken personally with this consumer a couple of times, the last being when she decided to re-select to a sofa and loveseat instead of a sectionalI have not received any messages to call this consumer or that she was continuing to hear problems in a third, completely different setI apologize if she thinks I will not call her back, but I have not received any messages or calls from her The third set is completely different make, model, etc., and so it does not stand to reason that she would be continuing to hear squeaking If the consumer would like to return the sofa and loveseat for a full refund, we will be happy to do so within the next daysShe can call our Customer Service Manager, [redacted] or myself or any of our Customer Service Representatives to set up an appointment to pick the items up and arrange full refund Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) No its not my floor making the noiseAnd yes I have left messages with the employees there for her to call meI would like to have a phone call about thisYou don't go out and spend money on furniture it have it squeak this is worse than a squeak by all means send somebody out but don't rip the sofa apart like he did the last timeI have to live with this and if [redacted] would like to call me over this please doI have spoken to [redacted] in the past and told her to come out and check it out it is making a horrible soundI would like for somebody to come out and look at it but not rip open my loveseat and do something about it that is all I'm askingYou just don't spend money on something and expect this

We are sorry for the misunderstanding, but it was explained to her that when goods are returned they are uploaded and checked in at our warehouse the next day The warehouse processes the items into our computer system and notifies the accounting department to process the refund on Day From there it is up to her bank how long it will take to actually show the credit back to her account This usually takes 3-business days.This refund was processed on our end yesterday as promised Proof of the credit has been both emailed and mailed to the consumer yesterday as well

We are more than happy to inspect and send to the manufacturer, unfortunately you are in an area that is outside of our serviceable zones You did sign the sales ticket acknowledging that you were made aware that this is an out of the area sale and there is NO in home warranty If you bring it in to the closest Rothman store to your home we can have it transferred into our warehouse on a transfer truck

I am very aware of the issues Ms [redacted] has experienced as I have been involved in trying to get her "Special Order" here as quickly as we can, unfortunately we are at the liberty of waiting for the Manufacturer to have it shipped to us as we do not have anymore deliveries coming in from them This has been explained to Ms [redacted] several times as well as offering her a full refund if she was not comfortable with continuing to wait for it to arrive As she stated in her complaint we have tried to accommodate by offering to cancel her order and give her a full refund to allow her to make her purchase somewhere else so that she may be able to get the furniture she needed sooner Again, this is a special order and the customer did sign off on a special work order sheet stating that the she was aware that the product could take longer then quoted In addition we did offer Ms [redacted] $off for her inconvenience We do value each and every one of our loyal customers and regret when things happen beyond our control, but unfortunately we are not able to offer this furniture for free The customer has had an opportunity to cancel with a full refund three times as she stated, and she has chosen to wait We will continue to work diligently on trying to get her furniture delivered and assembled just as soon as we have it from the manufacturerSincerely, [redacted] Director of Customer Care

Complaint: [redacted] I am rejecting this response because: This is not good customer service as this is thousands of dollars I spent in you store and received bad productI have no way to get the sectional to your store Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: After calling and leaving messages for the people in charge at the O’Fallon locationI never received a call backThe customer service is horribleI still have yet to hear back from any of the people I talked to or the owner whom I asked to speak with multiple timesThis is unacceptableThere was nothing scratched off because we were not shown anything until after we paidI was told to sign BEFORE she filled out all the information and after when we paid we did ask about the cost and the lady did not knowWe were in a rush and leftI would have rejected the order but was waiting for a call to know what needed to be doneI tried getting this matter sorted out before they were delivered but for some reason no one ever got back to mHow is it that the managers of the store never received the message to contact me when I had talked to the people at the store multiple times asking to contact the managerWhen I finally talked to him I was told josh would call me back never got that callback eitherIf nothing wrong was done, why did no one call me back before the beds were delivered or since then? I am VERY dissatisfied with the way the company responded to this issue as well as going behind my back to write down a different priceIs this the type of business y’all always practice? Trick your customers and then when they try to get it figured out delay delay delay and never return phone calls so that the order can not be fixedHow was I to know what needed to be done or what could be done when I was never contacted back? Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:The sofas did not have "some fabric" issuesThe one recliner had to be repaired, the other a spring was broke and the fabric was falling apart The broken recliner was prior to a year and photos prove it was never repaired properlyThe Director of Customer Service reviewed all photos and stated a check in the amount of a FULL REFUND was "in the mail" on 6/28/We had the furniture picked up on 7/6/(their first availability) and we NEVER received the checkAfter multiple attempts to reach Rothman in regards to never receiving the check, I finally heard from themThat is when they changed their commitment and stated that partial had to be refunded on a gift card How is that possible after they stated the check in the full amount was already in the mail approximately two weeks prior? My family of five have been sitting on a floor for days now Rothman needs to stand behind their commitment which stated I would receive a full refund in the form of a check that was supposedly already put in the mail on July 6, this is the second living room set that has fallen apart with in a year I have no desire to purchase any other items ever from Rothman furniture Their director of customer service acknowledged she understood my frustration and that is why she promised a full check refund to my attention Sincerely, [redacted]

We are unsure as to why this complaint has been sent to us again as we have already responded? A technician has inspected the mattress and there is no defect The customer simply does not like the model that they purchased They signed a sales contract which states that the bedding is not returnable for any reason.Rothman is willing to make the customer a great deal if they would like to purchase a different model, but the factory will not take the mattress back, issue a refund or a replacement when there is not a defect

I spoke with Ms [redacted] today and apologized for any inconvenience she may have experienced I did explain our Lay-a-way policy and assured her that her refund was already processed and sent out in the mail to her on 4/6/ I also offered her a discount on a future purchase Notes were put into her account to assure that this happens [redacted] Director of Customer Care [redacted] ***

I received the above mentioned complaint and am providing this written response and attaching the necessary documents to validate my responseMr& Mrs [redacted] made their original purchase and were delivered on 09/24/14, they did have some manufacturer defects and issues with that set and therefore were given credit to reselect A credit memo in the amount of $was issued on 4/12/15, which allowed the customer to come in to any Rothman Furniture store and reselect new furniture using this credit to pay for it The customers did indeed come in to our O'Fallon, Mo store and pick out new furniture totaling $and it was delivered to their home on 04/22/ Mr [redacted] called in for the first time with an issue on this new set of furniture on 03/04/stating that the back of the loveseat was flopping to the side, and our customer care rep scheduled a certified technician to come out to correct the issue on 03/18/ The customer called in and cancelled the appointment with our technician stating that he had a friend that was a salesman that fixed the issue so he didn't need the tech to come anymore We did not hear anything else from this customer until 07/20/when he called into our customer care department, stating that the back is falling apart he was advised that this set is outside of the MFG year warranty as it was delivered on 04/22/but that we would try sending it over to the manufacturer anyway to see if they would cover the cost of corrections on 07/22/the MFG did respond denying all claims as it was outside of their warranty We value every customer that comes into our store and we have tried to help Mr& Mrs [redacted] in every way possible, but they are outside of their warranty through both the Manufacturer year warranty and the Rothman Furniture year In-Home warranty It is unfortunate that the furniture that they have in their home is not meeting their standards but if they have any issues with quality or defects, their issues are indeed with the Manufacturer, and not with Rothman FurnitureIn addition, I have attached copies of all receipts, including the credit given as well as a copy of the work order that was cancelled by the customer and a copy of the additional year protection plan the customer purchased that covers accidental issues and not MFG defects or any wear and tear

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

Complaint: [redacted] I am rejecting this response because: their salesperson misrepresented the terms of the extended warranty Myself nor my husband have cause the small staples sticking out of the sofa into the wood to come apart and for them to suggest something we have done caused this is an insult I was offered to take the furniture to them for 7-days for repairs and I have no means of doing so I was offered the name of a service technician to pay for myself, but I was not offered for them to arrange a round trip pick up of my items for $ Regardless, I will not pay Rothman to repair the furniture They should fix it because it is poorly made and this should not be happening I will never do business with them again and I will be sure that everyone I know is aware of the cheap quality of the furniture they sale I have submitted a request for a refund of the useless warranty May be great for people with children who rip, cut tear and stain furniture, but that is not my household We sit on our sofa and love seat occasionally and nothing more The audacity! I have included a photo Sincerely, [redacted] ***

We are not sure if this consumer has filed a complaint regarding the correct company The only record we can find of this customer after searching by name, address or either phone number is a Price Hold ticket (not a firm sales contract) that was voided and cancelled back n at Rothman The merchandise was never paid for, not was it delivered Is it possible that she made the purchase at another furniture retailer? The Rothman Ticket/Order # was [redacted] , which was created and cancelled at our O'Fallon, MO location.Please request that the customer provide her sales receipt so that we can try to further assist

We are very sorry for this consumer's frustration in getting an item repaired He is correct that this should be a very easy process We did receive an email from this consumer on 8/2/and we returned the email giving him the phone number to our Customer Care Department, asking him to call We needed to speak to him in order to set up a ser***e technician appointment We have never heard back from him We did have a Chat come into our computer system before hours at 8:am on Sunday, 8/from a consumer Our ser***e department and stores do not open until noon, so when he chatted in, there was no one here to get his chat message He only identified himself as "***He gave no address, phone, receipt number or customer codeThe purchase is under a woman's name, so when we came in and found the Chat hours later, he of course was no longer at his computer for us to communicate with With no identifying information in his message, we had no idea who this customer was or how to contact them to find out why they were so frustrated We hoped he would either try again after we opened or, call us.We promise you, we WANT to take care of this consumer's concerns, but, we need him to call us so that we can get more detailed information so that we can come up with a resolution.Please ask the consumer to call us at [redacted] and choose Option from the voice menu to reach our Customer Care Team We will be more than happy to assist if they would only call us! We are open from am until pm, Monday - Saturday and Noon until pm on Sundays

We have left a message for this consumer to contact us to discuss their concerns. We are awaiting his return call.

We would love to be able to assist this customer with the issues she is having with her furniture, and we have made attempts to resolve this issue with her The problem that we have is that she lives out of our service area, so we aren't able to send a technician out to her home This customer was made aware that she was buying this furniture with an "Out Of The Area, No In Home Service" policy as she is OUT of our service area, and she was also offered the extra protection plan for her furniture, in which she declined at the time of purchase I have attached the copies of her sales ticket which clearly state that this is an "out of the area, NO in home service" sale, as well as stating that the customer did decline the protection plan If the customer is able to bring the furniture into the closest Rothman's store we would have a transfer truck bring it in to the service center to be assessed by a technician

Complaint: [redacted] I am rejecting this response because:As of 6/14/I still have not received the check they are claiming they sent Sincerely, [redacted]

We are so very sorry for this consumer's disappointment, but there was a typographical error on our website.During the check-out process, the customer did electronically sign and agree to Rothman's Terms and Conditions while placing her order A picture of the Terms and Conditions she signed are attached These Terms and Conditions specifically state: "Pricing: Rothmans works to keep the price of all our products online current and up-to-date However, we reserve the right to cancel any order if we feel an error has been made."The Terms go on to discuss that the consumer's card will be charged, but if an error is found, an immediate refund will be made back to the card.Please see attached.One of our Store Managers did try to give this consumer a discounted price on the item they wanted to try to make up for their disappointment

We are very sorry to hear that Mrs [redacted] is unhappy with the $gift card that was offered and accepted by her husband for any inconvenience Again, their furniture was delivered to their home on 04/22/and as it clearly states on the bottom of the sales ticket it came with a year manufacturer warranty and a year Rothman in home service warranty Mr [redacted] initialed and signed at the bottom of his sales ticket that he was made aware of this policy The $gift card was just something that we offered to show our loyalty to our customers, that even though they were more than a year outside of their warranty we wanted to offer something to them The issue that they are experiencing with their furniture is an issue between themselves and the manufacturer, not Rothman FurnitureWe have honored every single thing that we were required to honorAgain, we regret the fact that Mrs [redacted] isn't happy with the quality or durability of her furniture but I did provide her with all of the manufacturer contact information so that she may reach out to them directly