Rotmans

Leather couch, loveseat, and reclining rocker-leather fading, peeling. Leather is waring off of the couch. Genuine leather does not ware in this way.I purchased my leather set on July 24, 2010. My order number is XXXXXXXXTXD. I paid $3,397 plus Massachusetts state sales tax along with delivery which was $99. Since 2012 my couch has begun to erode in an unusual manner. The leather on the seams and seat, as well as arms, has begun to deteriorate, almost as if there was a "leather finish" on the couch rather than a genuine all leather set as stated in the description when purchased. I called Rotman's in 2012, they would not even speak with me about the issue as the 1 year warranty had elapsed. I called again in 2014 because the couch continuously has gotten worse, Rotman's still would not speak with me about the issue. I called again on February 11, 2015 and demanded the manufacturer's name and contact information. I spoke on the phone and through email with a representative of the [redacted] furniture. She contacted Rotman's and she and Rotman's came to the decision that they would order me replacement parts for my furniture at no cost, but that I would have to call an upholstering company to install them, as my couch needs to be completely taken apart because it is a reclining couch set. I informed them that I absolutely was not paying anyone to completely disassemble my couch, as it was quoted to be $1200 by a local upholsterer. The upholsterer has also been working with furniture for over 25 years and he stated that genuine leather, as the product I had thought I purchased, would not peel or deteriorate in the way that my couch has, that the job is very timely and costly, and that the coloring in parts that I receive would not be even guaranteed to match my couch. Rotman's continues to argue that I am lucky they are even offering to replace any parts, as the couch set is almost 5 years old and the one year warranty has passed. My argument is that if a couch was true genuine leather as was stated in the product description at the time of purchase, my couch would have lasted 20 years without and defective damage to it as I have experienced, and that they must only back their products for one year because their products are not quality products as advertised. Rotman's has falsely advertised the product I purchased and has had poor customer serve in respectfully resolving this issue. It is absurd to ask a consumer who has paid almost $4,000 to pay an additional $1200 to have their furniture taken apart and put back together with the chance of mismatched leather color and the very high risk of this happening again.Desired SettlementI am asking for a refund of $3,397 plus MA sales tax and $99 delivery service, or a full credit for $3,397 plus MA sales tax and delivery. Or, my couch set completely replaced by the complany.Business Response The set is almost 5 years old and is beyond warranty. Our customer service manager contacted the manufacturer who authorized a return for refund. She spoke with the customer on Feb 13th and is waiting for the customer to call back to schedule pick up of the furniture. A full refund will be issued upon its return.

Replacement couch has same problems as original couch. Have complained and had same issues fixed multiple times and now they are not willing to fix.Back in February 2009 I bought an Ashley Harmony 5 piece sectional. I called within weeks/months with problems. Recliner pull cord snapped on both (many times came back to replace) and both recliner chair backs fell off. Also, I guess when it was delivered, the wedge chair piece was dropped before delivery in the warehouse and I didn't notice it until later (no one ever sits on the wedge in my house). After the many times I called and complained to have it fixed (same problems every time)they replaced the whole sectional back in October 2011. Once again, a couple months after I got the sectional delivered, both recliner pull cords snapped off (new sectional now). It happened multiple time after too. Months after that the 2 recliner backs fell off. [redacted]) They came and rebuilt the backs on both chairs but stated that after they fix these. They will no longer come back out to fix the furniture. Shortly after having the back of the chairs fixed the armed recliner chair broke again. My husband works 7 days a week and I am constantly running day and night because my kids have a busy schedule. [redacted] I am the type of person to take care of my things. I am considered a perfectionist. Plus I paid a lot of money to get this couch. If they don't want to have so many complaints then they should not make [redacted]. I know people that have old furniture, good quality furniture and it is still in good shape. [redacted]Desired Settlementreplacement or refund. [redacted] apart within a matter of weeks after receiving product. [redacted]Business Response We are sorry that the customer is unhappy with the set. We offered to take it back for a full refund.

Failure to guarantee their return policy.I recently purchased a bed from Rotmans and it was delivered Friday Sept.19,2014. After sleeping on their mattress for two nights I couldn't sleep on it anymore. the springs were digging into my back and the springs in the mattress went to the side causing holes in the mattress or a lumpy feeling. My arms would fall asleep. Their was something wrong with this bed. I went back to Rotmans two days later. When I got to the mattress floor the salesmen came over to me to try to sell me a mattress. I told them I already have one and there is a problem. They immediately turned away from me and said "We don't handle any problems. They refused to even listen never mind help. So I asked for the store supervisor. They said the bed manager is on the floor. That's all they said. I had to wait a while until she was ready. Her name is [redacted] I told her the problem and she said I had to keep the bed for 60 days. I said "Why?". Since the bed is hurting me I cannot sleep on it. I am sleeping on the floor and I am eldery. I have a lot of medical problems and I don't need other problems aggravating my health." She said that she will have someone come out and look at the mattress but it could take up to two weeks. Remember I am sleeping on the floor. I then showed her a printed copy from the internet of their policy. The policy says "If you purchase any in-stock furniture and you are unhappy for any reason, notify Rotmans within 7 days and Rotmans will Gladly replace or refund your money". I showed her and she read it and she said "Oh, that doesn't mean anything. It isn't true. We do not do that." I then said "This is your add on the internet." She said "That's to get customers." And she said no more. So I said "That's False Advertising." It has only been two days with that mattress and it failed. The salesman gave false information to me to buy that mattress. I am sleeping on the floor right now. I would like for them to take the mattress back since it has only been two days.I have 7 days according to their "Satisfaction Guarantee Return Policy". I would like a Full Refund of my money. I do not want to purchase anything from them again. The salesman should have been honest and not pressure just to make a sale on something that was not for me. And the company should stand behind their policies. I just want them to take their defective bed back and I want a full refund of my money for that mattress and box spring. Also they brought a torn boxspring and I told the delivery men and they called Rotmans while they were at my home. They are supposed to replace that, but the Bed Manager called them to stop the delivery. Her name is [redacted] So much for them standing behind their products and policies. I just want my money back. My full refund. Thank You. The purchase date is 9/11/14, the salesman, [redacted] The purchase price is $845.81 which I paid in cash.Desired SettlementI am asking for a complete refund in the amount of $ 845.81. Which I paid in cash.Business Response Our Satisfaction Guarantee Return Policy clearly states that mattresses cannot be returned before 30 nights to allow for a break in period:If you purchase any in-stock furniture and you are unhappy for any reason, notify Rotmans within 7 days and Rotmans will gladly replace it or refund your money less any delivery or pick up charges. Accessories have a 3 day return policy. Non-returnables include: (a) Special order merchandise (b) items which had been sold as "Final Sale," "Clearance," "As Is," or from the Attic Outlets (c) items which had been permanently affixed to another structure such as furniture built into a wall (d) carpet or vinyl cemented onto a floor (e) special labor costs required to disassemble or remove merchandise from the home such as the rip-up of installed carpet (f) custom window treatments (g) mattress protector and pillows (h) mattresses before 30 nights or after 60 nights (i) foundations/box springs. See Sleep Satisfaction Guarantee below for details. Special order merchandise requires a non-refundable 25% deposit. Special order window treatments require a 50% deposit. In the event of cancellation this deposit is not refundable. When any merchandise becomes available for delivery or pick-up, under certain circumstances Rotmans will hold it for up to 45 days. Beyond 45 days the order may be cancelled, deposits forfeited, and merchandise released to other customers. Attic merchandise and floor samples can be held for up to 3 days only.Although our return policy was clearly explained at the time of purchase, and there are no defects in the mattress, it is being returned for full refund.

I bought a bed from Rotmans with a 90 day trial and they will not honor their policy. The bed is too hard for me and I was told to buy foam and deal I called Rotmans and talked to [redacted] and told him that the bed I purchased was too hard and I am unable to sleep on it, and I am going to a chiro for treatment. I told him I wanted to exchange the bed and he said to give it a while. I told him I was too sore and I am sleeping on my sofa. He said he had to talk to [redacted] and to call the next week. I called and [redacted] was not there as usual and I talked to [redacted]. He told me to come down the next day and he would take good care of me.I went down there and he told me he would give me $300.00 off any bed that was more comfortable to me and to take my time. He seemed very nice about it, then he said he wasn't going to honor the return of the bed because I was a week and a half over the 90 day period. I said that was because everytime I called about the bed I was told that there was no manager there and to call the following week. It added up which is not my fault.I found a bed that I would be very comfortable with and [redacted] told me I would have to pay $1048.00 again for a bed. I told him what he had told me on the phone that I could pick any bed in exchange. He said he changed his mind and wasn't going to take the other bed back that I paid $1100 for and couldn't sleep on it for the past two months or so because it was too hard and caused me medical problems that sent me to a chiropractor that I am paying for. I am disabled and unable to come up with that amount of money again. He was quite nasty about it and told me to GO OUT AND BUY A PIECE OF FOAM AND DEAL WITH IT! I should not have been treated that way. I was not at all nasty to him. All I wanted to do was exchange the mattress. Now I think I want a complete refund. No one should be treated this way. I spent a lot of money on a bed I am unable to sleep on,I have been sleeping on my sofa,THEN TOLD TO BUY A PIECE OF FOAM AND DEAL WITH IT! I am not young nor a senior, but I am ** years old and sleeping on a sofa is not a good thing for me since I have a lot of serious medical problems. I need a comfortable bed where I can get a good nights rest with no problems. I saw Rotmans sales add and that's how it began. Like I said I found a comfortable bed that [redacted] would not honor taking my bed as an exchange which that was on sale also. But I am not able to pay that amount again being disabled and on a fixed income. I was within the trial period. They just kept making me call back which put me a week and a couple of days over. [redacted] told me that would be of no problem but then he changed his mind. So, I think I would like a full refund on the bed I cannot sleep on. Thank you for any help you can give me. The dates I have been calling were in March, April and May. I talked to [redacted] again on May 21,24 and was told to call back the following week and talk to [redacted]. I talked to [redacted] on May 26 and was told to come in on May 28, 2013. Problem not resolved. Desired SettlementI tried for the exchange already and they refused to help me in any way. I would like a full refund of the mattress I already purchased which is $1100.00.Business' Initial Response We are contacting the customer to make arrangements to return her mattress for a full refund as requested. Our records indicate that we were notified of the issue for the first time this week. Although it is beyond our comfort guaranty period, the mattress may be returned for refund as requested.

We purchased carpet from Rotmans and we are having quality issues and they are not honoring the 20 year warranty we paid for.Ealier this year my wife and I purchased carpet for our home from Rotmans. The brand of carpet we chose was expensive (over 4,000) but we felt the price was worth the cost because of the durability of the carpet (dogs/small child) and the 20yr warranty it provided. Several weeks after the install our dog chewed my wife's mascara and it left quite a mess. We called Rotmans after we tried to clean with no success. We spoke with our [redacted] and he said no problem-you've got a 20year warranty. However [redacted] at Rotmans) said we have to do through several steps first?? She sent us a package in regards to their procedures for this type of thing. We followed their steps but the carpet would still not come clean. I contacted [redacted] again about the stains. I also let her know that we were having other issues as well (the carpet would fray in spots, seams were coming apart and everytime we would vacuum, the canister would fill up with carpet fibers. Im aware that for several weeks carpet fibers will be visible when vacuuming but it's been almost 4 months and fibers are still coming up) I emailed pictures to [redacted] to show her the issues were we having. She said she would forward the info to the manufacturer. After almost 3 weeks we were able to get an inspector to our house (July 5th to be exact). After another 3 weeks I contacted [redacted] because I hadnt heard anything. After back and forth on the telephone she informed me that our claim was denied. Supposedly the inspector said he was able to clean the mascara spots?!? The only thing he did was make the spots worse...they are still there! He also claimed that our vacuum (Dyson) is an aggressive vacuum brand and thats what is causing our problems. This is just a lame excuse to ignore the problem(s)The [redacted] who sold us the carpet said "The Dyson will work perfectly because the style of carpet you we buying has really dense fibers." Long story short, Rotmans is deflecting the blame to the manufacturer and they want us to deal with them (manufacturer) rather than fixing the problem. [redacted] told me on Friday July 26th that she would contact the manufacturer again about the issues and call me on Monday the 29th. It's now August 1st and I have not heard a single word from her. This has been the ongoing issue since the beginning of our carpet problems. We are constantly chasing Rotmans to fix the issue(s) and until we demand a manager, we are always told we'll get a call back and or sent to voicemail.Desired SettlementCurently we have a 2,000+ balance on the carpet that we are paying monthly. We wish to have this zeroed out by Rotmans. This 20 year carept may last 5 if we are lucky.Business' Initial Response Good Morning [redacted]: I am following up on this case involving Mr. and Mrs. [redacted]'s carpeting. We have been in contact with the customer and inspected the carpeting again on Tuesday. I am waiting for the report and will post an online response as soon as I receive it. In the meantime if you have any questions please don't hesitate to contact me directly. Sincerely, [redacted]Business' Final Response Hi [redacted], I posted a response online today. The carpeting was inspected twice, once by an independent inspector and again by Rotmans. There are no manufacturing defects and the mascara stain (which is not covered under warranty) is barely noticeable. We offered to have the seams sealed but Mr. [redacted] refused. We spoke with him yesterday and offered to remove all of the carpeting and issue a full refund. He refused the offer and wishes to have his finance account credited for the balance of approximately $2000. Attached is a copy of the letter we sent to the customer along with a copy of the inspector's report. We will be happy to have the seams sealed or remove the carpeting for a full refund. Please let me know if there is anything else we should do. Thank you, [redacted]

Item is not what I thought I purchased.I did much research on buying a new mattress. I then went to Rotmans for their sale and tried out many mattresses. I found one that was perfect. They had it in the warehouse so I went and picked it up as they could not deliver for a few days. I got my new box spring and mattress and placed on my bed. The mattress was not the same as I had tried in the store. The mattress was a hard as a board. I called the next day to complain, and then the next day with not help. I waited the 3rd day when my salesman was back to work and went to the store directly to complain. His response was that I had chosen a sample and the mattress I tried had been there for a while and was broken in. I replied with that is false advertising. He said I could wait the 30 days to see if the mattress would soften up and then trade it in for another [redacted]. This is just not right. I wanted the mattress I tried out and did not get it. They should not have sold me the mattress fully knowing that the sample had been tried by so many and had been worn in. This is not fair. I sleep alone, so how am I supposed to break in a new mattress by myself in 30 days?Desired SettlementI would like them to come to my house and pick up the mattress and deliver to me a softer one by the same maker at no extra charge. They falsely sold me something.Business Response The customer received the same make and model mattress that she tried in the showroom. She chose a firm mattress that is brand new and has never been laid on. It takes up to a month for a mattress to conform to body impressions, which was explained at the time of purchase and again after she received it. She is unwilling to break in the mattress and is returning it for a refund.

Failure to guarantee their return policy.I recently purchased a bed from Rotmans and it was delivered Friday Sept.19,2014. After sleeping on their mattress for two nights I couldn't sleep on it anymore. the springs were digging into my back and the springs in the mattress went to the side causing holes in the mattress or a lumpy feeling. My arms would fall asleep. Their was something wrong with this bed. I went back to Rotmans two days later. When I got to the mattress floor the salesmen came over to me to try to sell me a mattress. I told them I already have one and there is a problem. They immediately turned away from me and said "We don't handle any problems. They refused to even listen never mind help. So I asked for the store supervisor. They said the bed manager is on the floor. That's all they said. I had to wait a while until she was ready. Her name is [redacted] I told her the problem and she said I had to keep the bed for 60 days. I said "Why?". Since the bed is hurting me I cannot sleep on it. I am sleeping on the floor and I am eldery. I have a lot of medical problems and I don't need other problems aggravating my health." She said that she will have someone come out and look at the mattress but it could take up to two weeks. Remember I am sleeping on the floor. I then showed her a printed copy from the internet of their policy. The policy says "If you purchase any in-stock furniture and you are unhappy for any reason, notify Rotmans within 7 days and Rotmans will Gladly replace or refund your money". I showed her and she read it and she said "Oh, that doesn't mean anything. It isn't true. We do not do that." I then said "This is your add on the internet." She said "That's to get customers." And she said no more. So I said "That's False Advertising." It has only been two days with that mattress and it failed. The salesman gave false information to me to buy that mattress. I am sleeping on the floor right now. I would like for them to take the mattress back since it has only been two days.I have 7 days according to their "Satisfaction Guarantee Return Policy". I would like a Full Refund of my money. I do not want to purchase anything from them again. The salesman should have been honest and not pressure just to make a sale on something that was not for me. And the company should stand behind their policies. I just want them to take their defective bed back and I want a full refund of my money for that mattress and box spring. Also they brought a torn boxspring and I told the delivery men and they called Rotmans while they were at my home. They are supposed to replace that, but the Bed Manager called them to stop the delivery. Her name is [redacted] So much for them standing behind their products and policies. I just want my money back. My full refund. Thank You. The purchase date is 9/11/14, the salesman, [redacted] The purchase price is $845.81 which I paid in cash.Desired SettlementI am asking for a complete refund in the amount of $ 845.81. Which I paid in cash.Business Response Our Satisfaction Guarantee Return Policy clearly states that mattresses cannot be returned before 30 nights to allow for a break in period:If you purchase any in-stock furniture and you are unhappy for any reason, notify Rotmans within 7 days and Rotmans will gladly replace it or refund your money less any delivery or pick up charges. Accessories have a 3 day return policy. Non-returnables include: (a) Special order merchandise (b) items which had been sold as "Final Sale," "Clearance," "As Is," or from the Attic Outlets (c) items which had been permanently affixed to another structure such as furniture built into a wall (d) carpet or vinyl cemented onto a floor (e) special labor costs required to disassemble or remove merchandise from the home such as the rip-up of installed carpet (f) custom window treatments (g) mattress protector and pillows (h) mattresses before 30 nights or after 60 nights (i) foundations/box springs. See Sleep Satisfaction Guarantee below for details. Special order merchandise requires a non-refundable 25% deposit. Special order window treatments require a 50% deposit. In the event of cancellation this deposit is not refundable. When any merchandise becomes available for delivery or pick-up, under certain circumstances Rotmans will hold it for up to 45 days. Beyond 45 days the order may be cancelled, deposits forfeited, and merchandise released to other customers. Attic merchandise and floor samples can be held for up to 3 days only.Although our return policy was clearly explained at the time of purchase, and there are no defects in the mattress, it is being returned for full refund.

PURCHASED A KITCHEN SET & 2 MONTHS AFTER I BOUGHT IT THE CHAIRS STARTED TO FALL APART THEY HAD BEEN OUT 6 TIMES TO REPAIR AND STILL ARE FALLING APART.I purchased a bedroom set, kitchen set and living room set. 2 Months after I purchased them the chairs started falling apart legs were falling off. Rotmans came out over 5 different time to repair multiple chairs each time and sometimes took them back to the shop. Each time they started falling apart again and was told the last time I called they were no longer under warranty and they would not fix them anymore. The set is now 3 years and had to have someone else repair the chairs. I asked for a new set, was told not, I asked for a discount off my bill, I was told no. I would like a new set or a hefty amount taken off my bill.Desired SettlementA refund due to the kitchen table being complete [redacted], I dont want another one from them.Business Response We have no record of any issues with the table. Our [redacted] left 2 messages with Ms. [redacted] that she may return the chairs for a refund even though they are well beyond the warranty period. We are awaiting Ms. [redacted]'s response.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I have already had the chairs repaired as stated in my complaint,I needed chairs to sit in at my table. So no I do not want them to take the chairs back.Final Business Response We are sorry that Ms. [redacted] is not willing to accept our generous offer to return the chairs for a full refund.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The chairs have been fixed by someone else already, due to me needing chairs for the kitchen table since they are high chairs to fit that kitchen table specifically, that type of chair is not easily to come by.

We purchased carpet from Rotmans and we are having quality issues and they are not honoring the 20 year warranty we paid for.Ealier this year my wife and I purchased carpet for our home from Rotmans. The brand of carpet we chose was expensive (over 4,000) but we felt the price was worth the cost because of the durability of the carpet (dogs/small child) and the 20yr warranty it provided. Several weeks after the install our dog chewed my wife's mascara and it left quite a mess. We called Rotmans after we tried to clean with no success. We spoke with our [redacted] and he said no problem-you've got a 20year warranty. However [redacted] at Rotmans) said we have to do through several steps first?? She sent us a package in regards to their procedures for this type of thing. We followed their steps but the carpet would still not come clean. I contacted [redacted] again about the stains. I also let her know that we were having other issues as well (the carpet would fray in spots, seams were coming apart and everytime we would vacuum, the canister would fill up with carpet fibers. Im aware that for several weeks carpet fibers will be visible when vacuuming but it's been almost 4 months and fibers are still coming up) I emailed pictures to [redacted] to show her the issues were we having. She said she would forward the info to the manufacturer. After almost 3 weeks we were able to get an inspector to our house (July 5th to be exact). After another 3 weeks I contacted [redacted] because I hadnt heard anything. After back and forth on the telephone she informed me that our claim was denied. Supposedly the inspector said he was able to clean the mascara spots?!? The only thing he did was make the spots worse...they are still there! He also claimed that our vacuum (Dyson) is an aggressive vacuum brand and thats what is causing our problems. This is just a lame excuse to ignore the problem(s)The [redacted] who sold us the carpet said "The Dyson will work perfectly because the style of carpet you we buying has really dense fibers." Long story short, Rotmans is deflecting the blame to the manufacturer and they want us to deal with them (manufacturer) rather than fixing the problem. [redacted] told me on Friday July 26th that she would contact the manufacturer again about the issues and call me on Monday the 29th. It's now August 1st and I have not heard a single word from her. This has been the ongoing issue since the beginning of our carpet problems. We are constantly chasing Rotmans to fix the issue(s) and until we demand a manager, we are always told we'll get a call back and or sent to voicemail.Desired SettlementCurently we have a 2,000+ balance on the carpet that we are paying monthly. We wish to have this zeroed out by Rotmans. This 20 year carept may last 5 if we are lucky.Business' Initial Response Good Morning [redacted]: I am following up on this case involving Mr. and Mrs. [redacted]'s carpeting. We have been in contact with the customer and inspected the carpeting again on Tuesday. I am waiting for the report and will post an online response as soon as I receive it. In the meantime if you have any questions please don't hesitate to contact me directly. Sincerely, [redacted]Business' Final Response Hi [redacted], I posted a response online today. The carpeting was inspected twice, once by an independent inspector and again by Rotmans. There are no manufacturing defects and the mascara stain (which is not covered under warranty) is barely noticeable. We offered to have the seams sealed but Mr. [redacted] refused. We spoke with him yesterday and offered to remove all of the carpeting and issue a full refund. He refused the offer and wishes to have his finance account credited for the balance of approximately $2000. Attached is a copy of the letter we sent to the customer along with a copy of the inspector's report. We will be happy to have the seams sealed or remove the carpeting for a full refund. Please let me know if there is anything else we should do. Thank you, [redacted]

I am submitting this for my [redacted]. I pre-shopped for a chair for my parents. I informed the [redacted] of their exact weights while shopping. She recommended that their Flexsteel brand would be her recommendation. I took them in to the store, and they purchased 2 coordinating chairs with a sale price above $3,000. Within 2 months of purchase, my [redacted]'s chair was unusable as the cushion was totally compressed, and sitting on it feels as if you are sitting on a commode. My [redacted] called, and they sent their representative who told my [redacted] that the chair was fine, and that he was too fat. [redacted] He later came with a platform that looks like a cat scratching post. My [redacted] was unable to get in or out of the chair at all consequently. My[redacted] & I removed the "feet" of this platform making it lower, but it is still an awkward eyesore. My [redacted] called again as he is unable to use it at all, and both he & my [redacted] arm rests showed dye/color loss on the leather. They sent another representative who took pictures. The [redacted] called my elderly [redacted]. (my [redacted] was in the other room literally dying at the time.)[redacted]. My [redacted] wants to purchase a usable chair. I spoke with an upholsterer about repairing the chair, but where it's not even a year old he didn't feel that it would be conscientious on his part to charge to repair a chair that was still under warrantee, and had been unusable since it was 2 months old. My [redacted] has been declining since my [redacted] death, and I want him to be able to relax in a recliner in his last days, as he has for all of his retirement years. They had previously purchased inexpensive chairs that were very durable. I am so sorry that I encouraged them to purchase "good" chairs, and I am more sorry that I encouraged them to deal with Rotmans co.Desired SettlementI would be most satisfied if Rotman's would take the chairs back and refund my [redacted] so that he could purchase a usable set of chairs elsewhere. If not, then I believe that they should replace the inner cushions & springs, and re-upholster with a better grade leather. [redacted] If that is the route, then they should also provide him with chairs to use while the work is being done. Business Response We are sorry that the customer is unhappy with the chairs purchased over a year ago. There are no manufacturer defects on either chair. We have made arrangements to return them for a refund.

I am submitting this for my [redacted]. I pre-shopped for a chair for my parents. I informed the [redacted] of their exact weights while shopping. She recommended that their Flexsteel brand would be her recommendation. I took them in to the store, and they purchased 2 coordinating chairs with a sale price above $3,000. Within 2 months of purchase, my [redacted]'s chair was unusable as the cushion was totally compressed, and sitting on it feels as if you are sitting on a commode. My [redacted] called, and they sent their representative who told my [redacted] that the chair was fine, and that he was too fat. [redacted] He later came with a platform that looks like a cat scratching post. My [redacted] was unable to get in or out of the chair at all consequently. My[redacted] & I removed the "feet" of this platform making it lower, but it is still an awkward eyesore. My [redacted] called again as he is unable to use it at all, and both he & my [redacted] arm rests showed dye/color loss on the leather. They sent another representative who took pictures. The [redacted] called my elderly [redacted]. (my [redacted] was in the other room literally dying at the time.)[redacted]. My [redacted] wants to purchase a usable chair. I spoke with an upholsterer about repairing the chair, but where it's not even a year old he didn't feel that it would be conscientious on his part to charge to repair a chair that was still under warrantee, and had been unusable since it was 2 months old. My [redacted] has been declining since my [redacted] death, and I want him to be able to relax in a recliner in his last days, as he has for all of his retirement years. They had previously purchased inexpensive chairs that were very durable. I am so sorry that I encouraged them to purchase "good" chairs, and I am more sorry that I encouraged them to deal with Rotmans co.Desired SettlementI would be most satisfied if Rotman's would take the chairs back and refund my [redacted] so that he could purchase a usable set of chairs elsewhere. If not, then I believe that they should replace the inner cushions & springs, and re-upholster with a better grade leather. [redacted] If that is the route, then they should also provide him with chairs to use while the work is being done. Business Response We are sorry that the customer is unhappy with the chairs purchased over a year ago. There are no manufacturer defects on either chair. We have made arrangements to return them for a refund.

Replacement couch has same problems as original couch. Have complained and had same issues fixed multiple times and now they are not willing to fix.Back in February 2009 I bought an Ashley Harmony 5 piece sectional. I called within weeks/months with problems. Recliner pull cord snapped on both (many times came back to replace) and both recliner chair backs fell off. Also, I guess when it was delivered, the wedge chair piece was dropped before delivery in the warehouse and I didn't notice it until later (no one ever sits on the wedge in my house). After the many times I called and complained to have it fixed (same problems every time)they replaced the whole sectional back in October 2011. Once again, a couple months after I got the sectional delivered, both recliner pull cords snapped off (new sectional now). It happened multiple time after too. Months after that the 2 recliner backs fell off. [redacted]) They came and rebuilt the backs on both chairs but stated that after they fix these. They will no longer come back out to fix the furniture. Shortly after having the back of the chairs fixed the armed recliner chair broke again. My husband works 7 days a week and I am constantly running day and night because my kids have a busy schedule. [redacted] I am the type of person to take care of my things. I am considered a perfectionist. Plus I paid a lot of money to get this couch. If they don't want to have so many complaints then they should not make [redacted]. I know people that have old furniture, good quality furniture and it is still in good shape. [redacted]Desired Settlementreplacement or refund. [redacted] apart within a matter of weeks after receiving product. [redacted]Business Response We are sorry that the customer is unhappy with the set. We offered to take it back for a full refund.

PURCHASED A KITCHEN SET & 2 MONTHS AFTER I BOUGHT IT THE CHAIRS STARTED TO FALL APART THEY HAD BEEN OUT 6 TIMES TO REPAIR AND STILL ARE FALLING APART.I purchased a bedroom set, kitchen set and living room set. 2 Months after I purchased them the chairs started falling apart legs were falling off. Rotmans came out over 5 different time to repair multiple chairs each time and sometimes took them back to the shop. Each time they started falling apart again and was told the last time I called they were no longer under warranty and they would not fix them anymore. The set is now 3 years and had to have someone else repair the chairs. I asked for a new set, was told not, I asked for a discount off my bill, I was told no. I would like a new set or a hefty amount taken off my bill.Desired SettlementA refund due to the kitchen table being complete [redacted], I dont want another one from them.Business Response We have no record of any issues with the table. Our [redacted] left 2 messages with Ms. [redacted] that she may return the chairs for a refund even though they are well beyond the warranty period. We are awaiting Ms. [redacted]'s response.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I have already had the chairs repaired as stated in my complaint,I needed chairs to sit in at my table. So no I do not want them to take the chairs back.Final Business Response We are sorry that Ms. [redacted] is not willing to accept our generous offer to return the chairs for a full refund.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The chairs have been fixed by someone else already, due to me needing chairs for the kitchen table since they are high chairs to fit that kitchen table specifically, that type of chair is not easily to come by.