Thank you for your response, but it is disheartening to watch The RoomStore's TV commercials about the "massive liquidation selloff' knowing that in good faith I made an agreement to buy that bed at full price and that The RoomStore doesn't have to uphold the "reselect" part of their agreement, instead selling off beds and other merchandise that I would like to choose from. Per the "reselect" option, I would not get a refund and can only receive store credit towards another bed and/or other items in the store. Please allow me to do this or, due to The RoomStores new circumstances, please allow me to return the bed completely and to cancel the agreement altogether for a full refund of the $433.29 (10%) down I paid already for the bed. Thank you.
The consumer in their reply show that they do have a copy of the 5 year warranty and under the heading plan covers upholstered fabric and leather furniture and it list what is covered. The fading and peeling of the leather is not listed there for it would not be covered.
The consumer did not purchase a platform bed nor is it listed as a platform bed. But yes he did choose the low profile box spring at his choice and yes it dose work. There was no misleading to the consumer and the sales person was just trying to accommodate the consumer to fit his needs. And once again this is a panel bed and is listed as a panel bed.At this time we will still allow the consumer to switch the box spring. Thank YouThe RoomStore
The roomstore is the most unprofessional company I have dealt with. They took my money knowing they were in the process of filing bankruptcy. They promised to fill my order then promised a refund. I have not received a refund or my furniture. Everytime I called them I was told another lie. The store would tell me one thing then tell me to call corporate. Corporate would tell me something completely different and then tell me to call the store. My phone calls to the general manager went unanswered. The local manager was no help at all. They are complete frauds. If they do end up reopening stay away from this company.
The RoomStore would like to apologize for any inconvenience the store might have caused you and we will look into the store action and why this matter was handled the way it was. The RoomStore has a one time reselection policy and it is listed in our important customer information booklet under the...
heading no hassle money back satisfaction guarantee, I have enclosed a copy of the section. If the consumer has any other question please call customer service at ###-###-####. Thank YouThe RoomStore
The consumer purchased the items back in April of 2008 the manufacture carried a 5 year warranty (see attached document) and the RoomStore had a limited life time warranty (5 years). As you can see the warranty is no longer valid. At this time The RoomStore can...
provide a company who could service the items, also the manufacture is out of business.
Thank You
The RoomStore
The consumer made a payment of 586.74 on February 21 2016, The item was not in stock so therefore was not delivered at this time we will be refunding the 586.74 and any other refunds will have to be field with the bankruptcy court.
Thank You
The RoomStore replaced the handle but the consumer still thinks the arm needs support we will pick up the item and reinforce the arm for the consumer. If any other manufactures defects occur we will be more the happy to repair per our warranty.
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.
My receipt says right on it that we purchased a 5-year warranty for leather protection. We never received a copy of the warranty until May 2014. Room Store's response is not accurate. The last time I spoke with [redacted], Store Manager, he told me that the company was changing the wording on their warranty to say "3 years" rather than 5 years. This is not fair to us!
Regards,
[redacted]
Purchased a table on the evening of August 1st and cancelled the order on the morning of August 2nd over the phone. Asked for an email verifying and acknowledging that I cancelled the order in the appropriate time. Didn't receive an email. Called back 2 more times over the course of a week asking for someone to email me. I was not asking for an expedited refund. Simply an acknowledgement. On my third phone call to them (8 days after my cancellation), I stayed on hold for 25 minutes waiting for a manager to assist me. I will see if he eventually sends it to me or not. It was a simple request. I am very disappointed in the service. Considering all the negative comments I had already heard and decided to ignore, I can't believe I found out they were right. For the one good review I heard, I heard at least 4 other bad reviews. I will follow the majority next time. Needless to say, I purchased a table from another company.
We purchased a full bedroom set and a dining room set from The Room Store in February of this year. Due to defects, we've had to return four of the pieces. The server we purchased was a particular nightmare. We had them send new furniture 4 times and rejected each piece. I then escalated internally within the company and asked for a refund. I was told they would not grant a refund, but would take the piece of furniture back and give us a store credit. If I was that dissatisfied, why would I go back for something else? We ultimately exchanged for another piece with less flaws. I would have thought spending $1K on a server would have meant it was a nice piece. Apparently you don't get what you pay for with them. I will never go back to them again and am disappointed in the overall customer service and quality of the pieces.
The consumer purchased items in may of 2013 a service was sent out to the consumers house for cushions sinking this was august of 2013. The out come was to replace seat core customer did not want repairs but wanted something different. So we offered two options replace cushion as they are under...
warranty or customer could reselect with a usage fee as we would have to send these to our clearance center because they can be repaired. The consumer chooses the resection. On the new items we going to service on May 6Th 2014 if the repairs can not be made we will exchange the item that is under warranty.
The consumer purchased items in October of 2009 along with and extended warranty for upholstery and leather. In July of 2014 the...
consumer called in with a complaint a service technician was sent out and a report was return to the RoomStore. Upon review of the report the seat cores and back cushion stuffing are cover under the 5 year warranty. How ever the vinyls on the arms are not covered under the 5 year extended warranty. I have enclosed a copy of the warranty and you can clearly see what is covered. This was explained to the consumer that what is listed under the heading *plan covers upholstered fabric and leather furniture* is what is covered. The core will be ordered and when they are received we will contact the customer and install.
Again the warranty only covers what was listed on the warranty and the consumer did call in after the 3 years period to report their issue. In our important customer information booklet that’s were it states the RoomStore warrants’ all merchandise that we sell to be free from manufactures defects for a 3 year period from delivery date to the original purchaser. I have also sent copies of this in my 1st response.
The RoomStore would first like to apologize for the delay in the item you purchased. The manufacture is cheers (csus) which is from over seas and is ship to us in containers. The containers were being held up in California due to the strike. They are now coming to and agreement and we hope they will...
be releasing our containers soon. The RoomStore has received a few containers but not all of them however one of the consumer’s items were on these particular container and we will be calling to see if they want delivery. Again we apologize for the inconvenience and are working to get our containers. Thank YouThe RoomStore
Roomstore Alma School Rd not only avoids honoring their warrantee, but their customer service Manager ([redacted]?) avoids returning calls.
If you insist on making a purchase at the Alma School location demand that any and all warrantee information be specifically spelled out. Take the time to read, ask questions and don't assume. The Roomstore service pledge states that upholstered goods are warranted lifetime for defects in cushions, frames and springs.
Evidently it must be the lifetime of a flea.
Now they claim that the cushions in question are not the cushions that they refer to in their warranty( figure that one out),
Repeat business and referrals are based off of trust, respect and honesty which the Roomstore and [redacted]? could use some coaching in.
Buyer Beware!
Update;
Today 8/20 Wednesday,
I heard back from their customer service manager [redacted], he stated that the only cushions under warranty are the seats and after several minutes of splitting hairs I realized talking to [redacted] was a waste of time just as many other unsatisfied consumers have stated. [redacted]- Roomstore were not willing to budge.
Oh Well, lesson learned.
Simple solution;
Sell set at a consignment shop.
Then GO Directly to a [redacted] showroom and replace the inferior product with a quality set from someone who will honor a warranty if needed and probably spend less than the $3500 that I paid at 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 couch leather is flaking off in multiple areas, the cushions have lost their resiliency and there is frame damage, I am unable to find any thing in the warranty specifying 3 years of leather coverage. The technician they sent to inspect the couch said that they would repair the damaged panels and fix the broken frame and restore the couch like new. He claimed it would require six hours of repair and that they would restore the couch fully. When we called the Roomstore back to see when they would do the repairs that the technician promised, the first Rep claimed that the repair was already done, after a second call back the rep she said they would fix the frame and the cushions and springs but not the leather. A third conversation another Rep said that they would fix the frame and springs and not the cushions. I asked to speak to a manager he claimed that it was normal wear and tear. I want to know why their technician made a promise to fix everything and then another Representative recants on the promise that was made to restore the couch fully. The representatives from this company don't seem to be able to get their story correct and when I asked to see where the warranty states that leather is only covered for 3 years they attached a copy of the warranty I already have. I have been a repeat customer of the Roomstore and when I purchased a warranty I believed they were a company that would stand by their products, but one Rep doesn't seem to know what the other is promising. I want the couch restored to fully not partially.
Regards,
[redacted]
The consumer had purchased leather items and was complaining about the leather stretching the items were exchanged. The second set they complained about the same thing a technician was sent out and it was normal for this set. However this consumer was not happy and left [redacted] and [redacted] a message brain...
had called the customer and offered a reselection and the customer accepted, there was no need for [redacted] to call. Thank YouThe RoomStore
The consumer purchased the [redacted] reclining sofa in May of 2013 and called in I February of 2014 were a technician was sent out and had determined that the pull handle was bad. The RoomStore ordered the part and it was replaced march 6th 2014. The consumer...
has a warranty and the item was covered under that warranty there for the item was repaired. We would not replace the item as per the warranty. The [redacted] recliner has only had one service at this time. If there are any further issue the consumer may call ###-###-####.
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 handle for this sofa has been replace twice by the Room Store and a service call has been scheduled for Saturday, March 29 to repair/replace the same handle for the 3rd time.
How many times do I have to have this same handle replace before it is consider defective by store. The sofa is less than a year old and has had 4 service calls and been taken into the Room Store repair shop once. The next service call will be the 5th service call in less than a year without fixing the problems with this sofa.
Regards,
[redacted]
Thank you for your response, but it is disheartening to watch The RoomStore's TV commercials about the "massive liquidation selloff' knowing that in good faith I made an agreement to buy that bed at full price and that The RoomStore doesn't have to uphold the "reselect" part of their agreement, instead selling off beds and other merchandise that I would like to choose from. Per the "reselect" option, I would not get a refund and can only receive store credit towards another bed and/or other items in the store. Please allow me to do this or, due to The RoomStores new circumstances, please allow me to return the bed completely and to cancel the agreement altogether for a full refund of the $433.29 (10%) down I paid already for the bed. Thank you.
The consumer in their reply show that they do have a copy of the 5 year warranty and under the heading plan covers upholstered fabric and leather furniture and it list what is covered. The fading and peeling of the leather is not listed there for it would not be covered.
Thank You
The RoomStore
The consumer did not purchase a platform bed nor is it listed as a platform bed. But yes he did choose the low profile box spring at his choice and yes it dose work. There was no misleading to the consumer and the sales person was just trying to accommodate the consumer to fit his needs. And once again this is a panel bed and is listed as a panel bed.At this time we will still allow the consumer to switch the box spring. Thank YouThe RoomStore
The roomstore is the most unprofessional company I have dealt with. They took my money knowing they were in the process of filing bankruptcy. They promised to fill my order then promised a refund. I have not received a refund or my furniture. Everytime I called them I was told another lie. The store would tell me one thing then tell me to call corporate. Corporate would tell me something completely different and then tell me to call the store. My phone calls to the general manager went unanswered. The local manager was no help at all. They are complete frauds. If they do end up reopening stay away from this company.
The RoomStore would like to apologize for any inconvenience the store might have caused you and we will look into the store action and why this matter was handled the way it was. The RoomStore has a one time reselection policy and it is listed in our important customer information booklet under the...
heading no hassle money back satisfaction guarantee, I have enclosed a copy of the section. If the consumer has any other question please call customer service at ###-###-####. Thank YouThe RoomStore
The consumer purchased the items back in April of 2008 the manufacture carried a 5 year warranty (see attached document) and the RoomStore had a limited life time warranty (5 years). As you can see the warranty is no longer valid. At this time The RoomStore can...
provide a company who could service the items, also the manufacture is out of business.
Thank You
The RoomStore
The consumer made a payment of 586.74 on February 21 2016, The item was not in stock so therefore was not delivered at this time we will be refunding the 586.74 and any other refunds will have to be field with the bankruptcy court.
Thank You
The RoomStore
The RoomStore replaced the handle but the consumer still thinks the arm needs support we will pick up the item and reinforce the arm for the consumer. If any other manufactures defects occur we will be more the happy to repair per our warranty.
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.
My receipt says right on it that we purchased a 5-year warranty for leather protection. We never received a copy of the warranty until May 2014. Room Store's response is not accurate. The last time I spoke with [redacted], Store Manager, he told me that the company was changing the wording on their warranty to say "3 years" rather than 5 years. This is not fair to us!
Regards,
[redacted]
Purchased a table on the evening of August 1st and cancelled the order on the morning of August 2nd over the phone. Asked for an email verifying and acknowledging that I cancelled the order in the appropriate time. Didn't receive an email. Called back 2 more times over the course of a week asking for someone to email me. I was not asking for an expedited refund. Simply an acknowledgement. On my third phone call to them (8 days after my cancellation), I stayed on hold for 25 minutes waiting for a manager to assist me. I will see if he eventually sends it to me or not. It was a simple request. I am very disappointed in the service. Considering all the negative comments I had already heard and decided to ignore, I can't believe I found out they were right. For the one good review I heard, I heard at least 4 other bad reviews. I will follow the majority next time. Needless to say, I purchased a table from another company.
We purchased a full bedroom set and a dining room set from The Room Store in February of this year. Due to defects, we've had to return four of the pieces. The server we purchased was a particular nightmare. We had them send new furniture 4 times and rejected each piece. I then escalated internally within the company and asked for a refund. I was told they would not grant a refund, but would take the piece of furniture back and give us a store credit. If I was that dissatisfied, why would I go back for something else? We ultimately exchanged for another piece with less flaws. I would have thought spending $1K on a server would have meant it was a nice piece. Apparently you don't get what you pay for with them. I will never go back to them again and am disappointed in the overall customer service and quality of the pieces.
The consumer purchased items in may of 2013 a service was sent out to the consumers house for cushions sinking this was august of 2013. The out come was to replace seat core customer did not want repairs but wanted something different. So we offered two options replace cushion as they are under...
warranty or customer could reselect with a usage fee as we would have to send these to our clearance center because they can be repaired. The consumer chooses the resection. On the new items we going to service on May 6Th 2014 if the repairs can not be made we will exchange the item that is under warranty.
Thank You
The RoomStore
The consumer purchased items in October of 2009 along with and extended warranty for upholstery and leather. In July of 2014 the...
consumer called in with a complaint a service technician was sent out and a report was return to the RoomStore. Upon review of the report the seat cores and back cushion stuffing are cover under the 5 year warranty. How ever the vinyls on the arms are not covered under the 5 year extended warranty. I have enclosed a copy of the warranty and you can clearly see what is covered. This was explained to the consumer that what is listed under the heading *plan covers upholstered fabric and leather furniture* is what is covered. The core will be ordered and when they are received we will contact the customer and install.
Thank You
The RoomStore
Again the warranty only covers what was listed on the warranty and the consumer did call in after the 3 years period to report their issue. In our important customer information booklet that’s were it states the RoomStore warrants’ all merchandise that we sell to be free from manufactures defects for a 3 year period from delivery date to the original purchaser. I have also sent copies of this in my 1st response.
Thank You
The RoomStore
The RoomStore would first like to apologize for the delay in the item you purchased. The manufacture is cheers (csus) which is from over seas and is ship to us in containers. The containers were being held up in California due to the strike. They are now coming to and agreement and we hope they will...
be releasing our containers soon. The RoomStore has received a few containers but not all of them however one of the consumer’s items were on these particular container and we will be calling to see if they want delivery. Again we apologize for the inconvenience and are working to get our containers. Thank YouThe RoomStore
Roomstore Alma School Rd not only avoids honoring their warrantee, but their customer service Manager ([redacted]?) avoids returning calls.
If you insist on making a purchase at the Alma School location demand that any and all warrantee information be specifically spelled out. Take the time to read, ask questions and don't assume. The Roomstore service pledge states that upholstered goods are warranted lifetime for defects in cushions, frames and springs.
Evidently it must be the lifetime of a flea.
Now they claim that the cushions in question are not the cushions that they refer to in their warranty( figure that one out),
Repeat business and referrals are based off of trust, respect and honesty which the Roomstore and [redacted]? could use some coaching in.
Buyer Beware!
Update;
Today 8/20 Wednesday,
I heard back from their customer service manager [redacted], he stated that the only cushions under warranty are the seats and after several minutes of splitting hairs I realized talking to [redacted] was a waste of time just as many other unsatisfied consumers have stated. [redacted]- Roomstore were not willing to budge.
Oh Well, lesson learned.
Simple solution;
Sell set at a consignment shop.
Then GO Directly to a [redacted] showroom and replace the inferior product with a quality set from someone who will honor a warranty if needed and probably spend less than the $3500 that I paid at 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 couch leather is flaking off in multiple areas, the cushions have lost their resiliency and there is frame damage, I am unable to find any thing in the warranty specifying 3 years of leather coverage. The technician they sent to inspect the couch said that they would repair the damaged panels and fix the broken frame and restore the couch like new. He claimed it would require six hours of repair and that they would restore the couch fully. When we called the Roomstore back to see when they would do the repairs that the technician promised, the first Rep claimed that the repair was already done, after a second call back the rep she said they would fix the frame and the cushions and springs but not the leather. A third conversation another Rep said that they would fix the frame and springs and not the cushions. I asked to speak to a manager he claimed that it was normal wear and tear. I want to know why their technician made a promise to fix everything and then another Representative recants on the promise that was made to restore the couch fully. The representatives from this company don't seem to be able to get their story correct and when I asked to see where the warranty states that leather is only covered for 3 years they attached a copy of the warranty I already have. I have been a repeat customer of the Roomstore and when I purchased a warranty I believed they were a company that would stand by their products, but one Rep doesn't seem to know what the other is promising. I want the couch restored to fully not partially.
Regards,
[redacted]
The consumer had purchased leather items and was complaining about the leather stretching the items were exchanged. The second set they complained about the same thing a technician was sent out and it was normal for this set. However this consumer was not happy and left [redacted] and [redacted] a message brain...
had called the customer and offered a reselection and the customer accepted, there was no need for [redacted] to call. Thank YouThe RoomStore
The consumer purchased the [redacted] reclining sofa in May of 2013 and called in I February of 2014 were a technician was sent out and had determined that the pull handle was bad. The RoomStore ordered the part and it was replaced march 6th 2014. The consumer...
has a warranty and the item was covered under that warranty there for the item was repaired. We would not replace the item as per the warranty. The [redacted] recliner has only had one service at this time. If there are any further issue the consumer may call ###-###-####.
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 handle for this sofa has been replace twice by the Room Store and a service call has been scheduled for Saturday, March 29 to repair/replace the same handle for the 3rd time.
How many times do I have to have this same handle replace before it is consider defective by store. The sofa is less than a year old and has had 4 service calls and been taken into the Room Store repair shop once. The next service call will be the 5th service call in less than a year without fixing the problems with this sofa.
Regards,
[redacted]