Again a copy of the warranty was given to the consumer which covers what is listed on the warranty and the leather cracking are not listedI did enclose a copy of the warranty which clearly shows what is covered
Thank You
This is my second response and as I explained in my first response the consumer signed for what she purchased new what she was getting and the RoomStore has done nothing wrong and it seems that they are just not happy with what they purchased. The RoomStore has not received any calls from the consumer to the corporate office trying to work with us. Again if there is any question please call our corporate office.
The RoomStore has filed chapter 11 bankruptcy and can not refund the money at this time all we can do is to repair the items that are defective until we have a ruling from the courts. I do apologize fore the inconvenience this has caused our customers. Also we do not know about the 5 year...
Service was sent out on March 29th 2014 the handle needs to be replaced we will take the part from stock to expedite the service. the consumer will be called to be rescheduled. This is per our warranty agreement.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The Room Store has failed as a company and taken advantage of many consumers (evidence by the amount of complaints filed against the company). The product is defective and was further damaged by the 1st technician the Room Store sent to my home. They have since sent out 3 more repair technicians and the same problem exists. They have failed to honor the warranty and to conduct business ethically. They have scheduled out another technician on May 6th, even after being told by their own employees that the product is not repairable. Each time a technician is sent out is cost me time away from work because I have to sit at home when they only give a 4-6 hour window as to when the repair person will be at the residence.
Regards,
[redacted]
These items were purchased in 2009 along with a 5 year warranty we will honor the warranty for the five year period this is why they bought the warranty. Also this is almost 5 years old and if it was and inferior product it would not have lasted normal wear and tear will come with usage. So a 25% usage fee is going above and beyond what we need to do and if you were to calculate what that would be for using the product almost 5 years you would see that this is more than far.
the consumer is getting an exchange on sofa left arm facing recliner and right arm facing recliner along with a bar stool our warranty states we must try and repair before replacing. This is why we pick up the items to repair and they live out of our normal delivery area this is why...
it took longer than normal. Thank You The Roomstore
I purchased furniture at this location, one year later a spring broke in one couch back and the seam has torn in another section, I called for a warranty repair, the repairman showed up an hour before the scheduled time then said they only gave him an hour to fix the problem and it would take longer than that and I need to call for another repairman, so I did, he was scheduled to be here between 7am and 9am, its now after 9 and he is a no show no call! I feel like I am being jerked around and will never do business with the roomstore again!!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The report provided by the technician is not accurate and this was brought to the local store manager's attention. The cushions are breaking up and the 2nd recliner works on and off. From the 3rd recliner, plastic pieces are falling off and not sure where they are coming from. Local store manager has been made aware of falling plastic pieces. We have been experiencing problems with this set from the beginning and do not want the technician to be at our residence every few weeks. We called the customer service last week and asked them to replace the set but they declined and wanted to send over a technician again. We told customer service we do not want the technician to be fixing this set and want a replacement set instead. They declined.
Therefore, we simply like the current set to be replaced with a new set or simply give us a refund and we will take our business somewhere else.
Regards,
[redacted]
The items that the consumer purchased was in factory wrap and were new from the manufacture. They were delivered on August 7th 2014 and the sofa was exchange on august 8th 2014 as the springs were making noise we have look at the sofa that has come back and there were no bed bug in the item. At this...
time I believe that the bed bugs did not come from the RoomStore.
There are no toxic on the items and two different technicians came back with the same report a faint smell. As of now we have not hear back from the consumer that the smell is still there. If they are still have issues please contact customer service.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I was never notified of the leather only being covered for three years at the time of purchase. Please explain why this is not disclosed in detail at purchase date. RoomStore did not notify me on the 3 year of part of the warranty until I called Custom Service back after a month of emails. I still have not received a call back from a manger even though a voicemail was left.
The three year part of the warranty expired February 2014- the excess peeling of the couch started within 2 month of the three warranties. I am asking for RoomStore to contact me on how the couch can be repaired since the excessive peeling occurred within the five year warranty I purchased.
Item were delivered may 21st 2014 and on June 8th we sent a service out and the technician report stats it had a new faint smell as all new furniture did. August 6th we sent another technician out who report came back the same. At this point there are no manufactures defects and the consumer wanted...
a refund. The consumer was past our five day return policy their for we could not give a refund the consumer got upset and hung up before any other option could be given. Thank You The RoomStore
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The sales rep stated that I was getting the couch, the bed, and the whole queen set for $6800.00's..It would appear on your store cameras that I was walking on the sale if i didn't get approved for the amount needed to cover the costs. Since my credit score is 744 I shouldn't have a problem getting approved as I told [redacted]. [redacted] came back and stated that he got me approved for $2,000.00 . I told him that wouldn't work, I was about to leave the store and [redacted] came back and said I got you approved for the entire amount. IF your salesman is lying to people as he did to me then I think perhaps he should have to cover the expense of getting me what I ordered since he's making commision on lying to me. at no point did anyone including [redacted] indicate or correct me as I requested the delivery date of my couch??? even after several phone calls where made.
Regards,
[redacted]
The consumer purchased items in December 2nd 2013 and called in March 25th 2014 stating she had nicks gouges and scratches which are not covered under the warranty, this is from normal usage. At this time we can not allow a reselection because of their being no manufactures defects.
I have been in contact with some from the Revdex.com who requested a copy of the sales order and I have sent this. I will be waiting for there response.Thank you The room tore
the information given I can not match the name with the account so at this time I would need more information as the phone number is also not in our system. this is just to protect our customers.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.This response is not acceptable. The bed sold to me advertised and called a platform bed. It was in the name of the product. For them to state it's not a platform bed now doesn't address why the sold it to me as a platform bed. The box spring I currently have was also recommended by the salesman. Had the Roomstore not advertised this bed as a platform bed and had no told me to buy the low profile box spring and been honest in the first place, I would never have purchased the bed. Now the want to seemingly sweep things under the rug by calling the bed a new name and acting like they didn't tell me to buy the low profile box spring. I want to make it very clear, I was in the store with a witness and I specifically asked the salesman if the low profile would work and he said yes. I told him I would not want the bed if it wouldn't work and we should look at other sets if the low profile wouldn't work. He assured me I had nothing to worry about. I came into the store shopping for a low bed and a higher box spring would make me current mattress go from being even with the end tables to towering above them. A higher box spring would mean I wouldn't be alb to watch my own television from bed. It would look awful and it's not really a solution, it's a cop out. I went in and was sold a bed the Roomstore called a platform bed in its name and in their response they admit it's not platform but don't address why they not only referred to it as one, but had platform bed in the name of the bed in both their ad and in the showroom. Furthermore, their response basically takes the position that because of their own mistakes, they want to offer something that helps in one way, but causes many additional problems. And not because I made any mistakes or just bought a bed I didn't like, no, because their company advertised it as a platform bed and their company recommended the box spring I have now and the salesman knew I was going to walk away from the purchase unless he could assure me the low profile would work. If he was honest and not trying to just sell me something and not care what happened next, then there would be no reason for the Roomstore to offer a higher box spring now. They are the ones who told me to get the low one BEFORE the purchase was ever made. As stated, had they been honest from the beginning and not waited until now, I wouldn't have purchased the bed. The salesman knew that and he lied to me to make a sale. A picture of the bed as advertised can be provided to show that they were even advertising the bed on a low profile box spring. Yet in their own reply they admit a low profile box spring wasn't the right choice. So they called it a platform when it wasn't, advertised it on a low profile mattress to the public, their salesman told me the
Low profile box spring was the correct choice and NOW, after the bed is in my home causing me to injure myself just to put on sheets, they want to offer something that they knew I wasn't interested in before the purchase and something the told me I didn't need before the purchase. So all the lying and misleading before I bought the bed is fixed, according to them, if I now accept something I told them again before the purchase that, if I needed it, would make me pass on the bed. So they just want to stick me with the bed in other words. And they offered up not one single person in management at the company to speak with me, to come out and look at the problem and to try and resolve it. This company sold me this box spring and told me it was right for the bed. I trusted the Roomstore and they lied to me and it's unacceptable as a solution to offer me something now that they told me I didn't need before I ever made the purchase. That's not right at all. Thank you.
Again a copy of the warranty was given to the consumer which covers what is listed on the warranty and the leather cracking are not listedI did enclose a copy of the warranty which clearly shows what is covered
Thank You
This is my second response and as I explained in my first response the consumer signed for what she purchased new what she was getting and the RoomStore has done nothing wrong and it seems that they are just not happy with what they purchased. The RoomStore has not received any calls from the consumer to the corporate office trying to work with us. Again if there is any question please call our corporate office.
Thank You
The RoomStore
The RoomStore has filed chapter 11 bankruptcy and can not refund the money at this time all we can do is to repair the items that are defective until we have a ruling from the courts. I do apologize fore the inconvenience this has caused our customers. Also we do not know about the 5 year...
extended warranty.
Thank you
The Roomstore
The Roomstore has filed bankruptcy please see our web site at http://arizonaroomstore.com/ for more information on warranties.
Thank You The RoomStore
Service was sent out on March 29th 2014 the handle needs to be replaced we will take the part from stock to expedite the service. the consumer will be called to be rescheduled. This is per our warranty agreement.
Thank you,
The RoomStore
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The Room Store has failed as a company and taken advantage of many consumers (evidence by the amount of complaints filed against the company). The product is defective and was further damaged by the 1st technician the Room Store sent to my home. They have since sent out 3 more repair technicians and the same problem exists. They have failed to honor the warranty and to conduct business ethically. They have scheduled out another technician on May 6th, even after being told by their own employees that the product is not repairable. Each time a technician is sent out is cost me time away from work because I have to sit at home when they only give a 4-6 hour window as to when the repair person will be at the residence.
Regards,
[redacted]
The Roomstore has filed bankruptcy please refer to our web site for any further information on warranty work. http://www.arizonaroomstore.com/
Thank You
The RoomStore
These items were purchased in 2009 along with a 5 year warranty we will honor the warranty for the five year period this is why they bought the warranty. Also this is almost 5 years old and if it was and inferior product it would not have lasted normal wear and tear will come with usage. So a 25% usage fee is going above and beyond what we need to do and if you were to calculate what that would be for using the product almost 5 years you would see that this is more than far.
Thank you
The RoomStore
the consumer is getting an exchange on sofa left arm facing recliner and right arm facing recliner along with a bar stool our warranty states we must try and repair before replacing. This is why we pick up the items to repair and they live out of our normal delivery area this is why...
it took longer than normal. Thank You The Roomstore
I purchased furniture at this location, one year later a spring broke in one couch back and the seam has torn in another section, I called for a warranty repair, the repairman showed up an hour before the scheduled time then said they only gave him an hour to fix the problem and it would take longer than that and I need to call for another repairman, so I did, he was scheduled to be here between 7am and 9am, its now after 9 and he is a no show no call! I feel like I am being jerked around and will never do business with the roomstore again!!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The report provided by the technician is not accurate and this was brought to the local store manager's attention. The cushions are breaking up and the 2nd recliner works on and off. From the 3rd recliner, plastic pieces are falling off and not sure where they are coming from. Local store manager has been made aware of falling plastic pieces. We have been experiencing problems with this set from the beginning and do not want the technician to be at our residence every few weeks. We called the customer service last week and asked them to replace the set but they declined and wanted to send over a technician again. We told customer service we do not want the technician to be fixing this set and want a replacement set instead. They declined.
Therefore, we simply like the current set to be replaced with a new set or simply give us a refund and we will take our business somewhere else.
Regards,
[redacted]
The items that the consumer purchased was in factory wrap and were new from the manufacture. They were delivered on August 7th 2014 and the sofa was exchange on august 8th 2014 as the springs were making noise we have look at the sofa that has come back and there were no bed bug in the item. At this...
time I believe that the bed bugs did not come from the RoomStore.
There are no toxic on the items and two different technicians came back with the same report a faint smell. As of now we have not hear back from the consumer that the smell is still there. If they are still have issues please contact customer service.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I was never notified of the leather only being covered for three years at the time of purchase. Please explain why this is not disclosed in detail at purchase date. RoomStore did not notify me on the 3 year of part of the warranty until I called Custom Service back after a month of emails. I still have not received a call back from a manger even though a voicemail was left.
The three year part of the warranty expired February 2014- the excess peeling of the couch started within 2 month of the three warranties. I am asking for RoomStore to contact me on how the couch can be repaired since the excessive peeling occurred within the five year warranty I purchased.
Regards,
[redacted]
Item were delivered may 21st 2014 and on June 8th we sent a service out and the technician report stats it had a new faint smell as all new furniture did. August 6th we sent another technician out who report came back the same. At this point there are no manufactures defects and the consumer wanted...
a refund. The consumer was past our five day return policy their for we could not give a refund the consumer got upset and hung up before any other option could be given. Thank You The RoomStore
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The sales rep stated that I was getting the couch, the bed, and the whole queen set for $6800.00's..It would appear on your store cameras that I was walking on the sale if i didn't get approved for the amount needed to cover the costs. Since my credit score is 744 I shouldn't have a problem getting approved as I told [redacted]. [redacted] came back and stated that he got me approved for $2,000.00 . I told him that wouldn't work, I was about to leave the store and [redacted] came back and said I got you approved for the entire amount. IF your salesman is lying to people as he did to me then I think perhaps he should have to cover the expense of getting me what I ordered since he's making commision on lying to me. at no point did anyone including [redacted] indicate or correct me as I requested the delivery date of my couch??? even after several phone calls where made.
Regards,
[redacted]
The consumer purchased items in December 2nd 2013 and called in March 25th 2014 stating she had nicks gouges and scratches which are not covered under the warranty, this is from normal usage. At this time we can not allow a reselection because of their being no manufactures defects.
...
Thank You
The RoomStore
I have been in contact with some from the Revdex.com who requested a copy of the sales order and I have sent this. I will be waiting for there response.Thank you The room tore
the information given I can not match the name with the account so at this time I would need more information as the phone number is also not in our system. this is just to protect our customers.
Thank You
The RoomStore
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.This response is not acceptable. The bed sold to me advertised and called a platform bed. It was in the name of the product. For them to state it's not a platform bed now doesn't address why the sold it to me as a platform bed. The box spring I currently have was also recommended by the salesman. Had the Roomstore not advertised this bed as a platform bed and had no told me to buy the low profile box spring and been honest in the first place, I would never have purchased the bed. Now the want to seemingly sweep things under the rug by calling the bed a new name and acting like they didn't tell me to buy the low profile box spring. I want to make it very clear, I was in the store with a witness and I specifically asked the salesman if the low profile would work and he said yes. I told him I would not want the bed if it wouldn't work and we should look at other sets if the low profile wouldn't work. He assured me I had nothing to worry about. I came into the store shopping for a low bed and a higher box spring would make me current mattress go from being even with the end tables to towering above them. A higher box spring would mean I wouldn't be alb to watch my own television from bed. It would look awful and it's not really a solution, it's a cop out. I went in and was sold a bed the Roomstore called a platform bed in its name and in their response they admit it's not platform but don't address why they not only referred to it as one, but had platform bed in the name of the bed in both their ad and in the showroom. Furthermore, their response basically takes the position that because of their own mistakes, they want to offer something that helps in one way, but causes many additional problems. And not because I made any mistakes or just bought a bed I didn't like, no, because their company advertised it as a platform bed and their company recommended the box spring I have now and the salesman knew I was going to walk away from the purchase unless he could assure me the low profile would work. If he was honest and not trying to just sell me something and not care what happened next, then there would be no reason for the Roomstore to offer a higher box spring now. They are the ones who told me to get the low one BEFORE the purchase was ever made. As stated, had they been honest from the beginning and not waited until now, I wouldn't have purchased the bed. The salesman knew that and he lied to me to make a sale. A picture of the bed as advertised can be provided to show that they were even advertising the bed on a low profile box spring. Yet in their own reply they admit a low profile box spring wasn't the right choice. So they called it a platform when it wasn't, advertised it on a low profile mattress to the public, their salesman told me the
Low profile box spring was the correct choice and NOW, after the bed is in my home causing me to injure myself just to put on sheets, they want to offer something that they knew I wasn't interested in before the purchase and something the told me I didn't need before the purchase. So all the lying and misleading before I bought the bed is fixed, according to them, if I now accept something I told them again before the purchase that, if I needed it, would make me pass on the bed. So they just want to stick me with the bed in other words. And they offered up not one single person in management at the company to speak with me, to come out and look at the problem and to try and resolve it. This company sold me this box spring and told me it was right for the bed. I trusted the Roomstore and they lied to me and it's unacceptable as a solution to offer me something now that they told me I didn't need before I ever made the purchase. That's not right at all. Thank you.
Regards,
[redacted]