The consumers items were pick up on march 3rd 2015 as stated by the consumer and her refund was done on April...
1st 2015 this is with in our refund policy of 10 to 14 banking days as stated in out important customer information booklet. (See attach) if there are any other question please have the consumer call the corporate office.
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.
Revdex.com:
I have been waiting 5 months for my fabric, and I should have been informed the dye lot has changed back when I put the claim in 5 months ago! I told customer service I don't care of its same type of fabric...I would even take microfiber at this point. I have the matching pillows to go with the fabric I have now. When I just got informed the dye lot has changed they wouldnt even answer how much darker it is or anything. I can't even sit on my couch bc the fabric is so rough. The customer service rep made it sound like they are just now ordering the new dye lot and will take another 4-6 weeks for me to get. Its very sad I had to make a Revdex.com complaint to get anything started on order after 5 months of calling and getting the run around. Funny thing is I was JUST in Roomstore and other stores that carried my same couch and the fabric was the exact same..down to the same pillows! Unless the dye lot is very very minor, it still matched the pillows that came with the couch, which is same fabric and comes stock with couch. Getting my replacement shouldn't have been this difficult and handled.by customer.service in a precise manner. I would get attitude from reps and told there were no managers go talk to every time I called. They would sometimes.forward me to a managers voice mail and I would NEVER get a return call back.
Regards,
[redacted]
Here is the technician report as you can see the seat cores were address at the time of the service. The consumer was notified and customer service has not heard back from the consumer. If there...
are further defect we will be happy to take care of them. 08/13/2014: ** FOUND POOR FACTORY REPAIR MADE ON ARMLESS RECLINER TOUCH WIRES.THE UNIT WOULD STOP WORKING.** REPAIRED WIRES SO THEUNIT NOW OPENS CORRECTLY.LEATHER IS WRINKLED AND THE SEAT CORES ARE SOFT, NORMAL FOR THIS STYLE SECTIONAL.
The roomstore has filed chapter 11 bankruptcy and will be reorganizing and hope to have your last item soon. At this time I can not tell you if or when it will come in we do apologize for the inconvenience.
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.
A couch/love-seat combination costing $2,500.00 +/- should not have 4 of the 5 cushions break down in only months with little to almost no use. Since this complaint the back of the middle cushion has now broke down and the repair person has scheduled it to be repairs at the same time as the 4 cushion are repaired. Also the backs of 2 out have the 5 section have come lose and were repaired. Again this is all with little to no use. And I "WAS" told that the repair could take up to 15 weeks with us being without our living room furniture for up to 2 week.)
I stand by my assertion that this set is defective unless The Room Store would like to argue that it is normal for their furniture of this price to break down to the point of being uncomfortable/unusable after just a few months.
The consumer had the items delivered in March of 2013 and called in for a service in January of 2014 and the RoomStore sent out a service technician. The out come of the service was to order the chaise core and that the ottoman was not a manufactures defect. I have...
enclosed pictures as you can see this was not properly maintained. When the chaise core arrives we will call the consumer to install.
Thank you,
We were talked into spending extra for an extended warranty to cover all defects, natural, animal, etc. We purchased this warranty in good faith. Now, approx. 3 years later file a claim because the red "leather" on our furniture is flaking off like dandruff. We were told today that the warranty does not cover this....only stains and the like. What stains leather?! I can understand pets, but the leather literally is iscoming off?! Last year I contacted them because the frame was bent, but was told because we moved the warrany was void. Well, we moved but our furniture remained at the original address in Arizona as we own both homes, but they still would not fix the defect. DO NOT purchase the extended warranty at The Room Store. It is a Fraud!
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.
Regards,
[redacted]
Yes, the RoomStore replaced the handle but in the process the arm of the sofa broke. The service guy indicated that the sofa arm was already damaged. Unknown when this may have happen but these guys have turned this sofa over several times and moved it to their shop once. This last time the service guy flipped the sofa over the support for the arm broke, it can be seen and felt through the fabric.
The service guy left no paperwork, he took pictures of the now broken sofa arm and said someone will call me from the store. That was Saturday, so far no one has called.
I haven't moved this sofa since it was purchased. No one has sat on the arms of the sofa because there are end tables next to each side of the sofa. This just gets worse as the sofa falls apart.
The consumer purchased over a year ago she has had service repairs have been made they have spoke with store managers and customer services managers emails were received this is why the consumer was allowed to...
reselect to a different piece. As for the delivery there would be a fee if that was the only items going to [redacted] hover we will call the consumer and if they are willing to wait for other deliveries we will deliver for free. The consumer has been contacted and was offered that option.
I do not know how the consumer saw the same item on the floor as we no longer carry the item and the parts are on order with the manufacture and again the consumer did not want any other option so at this point we are waiting for the manufacture to send the parts.
we will respond with the same answer
The consumer purchased the items and they were delivered in August of 2013 and called in for service in March of 2014. A service technician was sent out to the home and determined the seat cores needed to be ordered. At this time it is covered under the warranty and the customer was informed that we could order the parts which will take 6 to 8 week not 5 month or we could pick up the items cut the foam at our warehouse and replace them. The consumer said he was going out of town and would call us when he got back. At this time we are honoring our warranty.
The consumer did refuse service and we will still send out a technician however if the stain has been removed the RoomStore has honored their part of the warranty. Please call customer service if you would like to set up an inspection. Also a copy of the warranty and the address to the committee of owner was provided to e-mail address [redacted] as directed by the consumer. If the consumer did not receive this information we have no way of knowing unless contacted by the customer, I will send the address again. Thank you, The RoomStore
The RoomStore would like to apologize if there was any communication problems in there transaction but we do show on their original sales order ([redacted]) that no sofa was on the...
ticket. The consumer did sign the sales order and I will be enclosing a copy of this document. If there is any further question please call the store and ask to speak with the store manager.
Thanks The RoomStore
The consumer purchased items in March of 2013 along with an extended warranty. (See attached copy). The consumer called in with a claim in February of 2014, stating there was human urine on the seat cushion and foot rest. The RoomStore sent out a cleaning company and...
they removed the stains as per the warranty. The consumer complaint is that it’s not done to her satisfaction. The RoomStore has honored the warranty and has lived up to the warranty contract. The RoomStore did offer to send some out to inspect the items if she is not happy with the cleaning customer refused and hung up.Thank YouThe 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.
I tried to get the Roomstore to replace or refund for the whole set because they sold be an inferior product. According to their service pledge in writing it states after 72 hrs. they will repair the merchandise bringing it up to manufacturers specifications, replace it or allow in store credit if the item is unavailable from the manufacturer. If replacement is necessary we will deliver to you if the original merchandise was delivered. On 10/13/12 I addressed an email to [redacted] and [redacted] at corporate office because I wanted out of this faulty sofa. I asked for a full refund of all furniture or exchange for full purchase price. I was told I had two options to get it repaired or pay 25% for usage towards new furniture and pay for delivery. Thats not what is stated in there service pledge to all customers. They are not honoring there store warranty because they are not bringing it up to manufacturers specifications because if they we're they would not have to keep coming out to repair on a consistent basis which is every month or two months or so. When my 5 year warranty ends I am going to be stuck and they know it and they don't care. On the important customer information pamphlet I received from the Roomstore after my purchase it states. At the Roomstore our number one principle is "We care about our customer." I am a true testimony of the inadequacy of that statement.
Regards,
[redacted]
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.
First of all, while there is a listing of what is covered on the 5-year warranty, there is nowhere on any of our paperwork that states that the warranty on the leather ends in three years. It is NOT STATED. Just another loophole to catch someone who thinks they have a valid 5-year warranty for which they paid $229. Judging by the other complaints read on Revdex.com's site, Roomstore has a hard time covering any of their warranties. Now the 5-year warranty which we purchased included a UV3 kit which states right on the bottle "When used regularly, it will keep leather soft, supple and prevent drying or cracking." it also states it s a highly effective and easy-to-use formula that conditions without clogging the pores of leather. Since none of the other pieces (Couch, rocker-recliner, and the other half of the contested loveseat) are showing any wear and tear, it is obvious that this piece has defective material. Defective period. Not misused or abused. RoomStore should back that up, especially since it does not say coverage ends at the three year mark. We discovered the splits just before the 3-year mark but thought we had a 5-year warranty. This case will be taken to Small Claims court if this is not taken care of satisfactorily.
Regards,
[redacted]`
The consumer called in may 31 2014 to complain about there leather cracking on the recliner. They were just past there 3 year warranty which would have covered this. They did purchases an extended warranty (a copy was given to the consumer) which covers what is listed on the warranty and the leather...
cracking are not listed. I will enclose a copy of the warranty which clearly shows what is covered. The consumer was notified about the outcome of the report and if the consumer would like to purchase the parts we can order for them.
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. again the items are out of warranty.
Thank You
The RoomStore
The RoomStore is currently working with the consumer and the finance company to rectify the situation. We are sure we can come to and agreement to satisfy the...
consumer, with either the correct finance or pickup of the furniture. We do apologize for the inconvenience. Thank you The RoomStore
The Roomstore is following the warranty and we do not show that the [redacted] recline handle has been replaced that many times. and we will still stand be hind our warranty.
Thank You
The RoomStore
The consumers items were pick up on march 3rd 2015 as stated by the consumer and her refund was done on April...
1st 2015 this is with in our refund policy of 10 to 14 banking days as stated in out important customer information booklet. (See attach) if there are any other question please have the consumer call the corporate office.
Thank you
The RoomStore
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.
Revdex.com:
I have been waiting 5 months for my fabric, and I should have been informed the dye lot has changed back when I put the claim in 5 months ago! I told customer service I don't care of its same type of fabric...I would even take microfiber at this point. I have the matching pillows to go with the fabric I have now. When I just got informed the dye lot has changed they wouldnt even answer how much darker it is or anything. I can't even sit on my couch bc the fabric is so rough. The customer service rep made it sound like they are just now ordering the new dye lot and will take another 4-6 weeks for me to get. Its very sad I had to make a Revdex.com complaint to get anything started on order after 5 months of calling and getting the run around. Funny thing is I was JUST in Roomstore and other stores that carried my same couch and the fabric was the exact same..down to the same pillows! Unless the dye lot is very very minor, it still matched the pillows that came with the couch, which is same fabric and comes stock with couch. Getting my replacement shouldn't have been this difficult and handled.by customer.service in a precise manner. I would get attitude from reps and told there were no managers go talk to every time I called. They would sometimes.forward me to a managers voice mail and I would NEVER get a return call back.
Regards,
[redacted]
Here is the technician report as you can see the seat cores were address at the time of the service. The consumer was notified and customer service has not heard back from the consumer. If there...
are further defect we will be happy to take care of them. 08/13/2014: ** FOUND POOR FACTORY REPAIR MADE ON ARMLESS RECLINER TOUCH WIRES.THE UNIT WOULD STOP WORKING.** REPAIRED WIRES SO THEUNIT NOW OPENS CORRECTLY.LEATHER IS WRINKLED AND THE SEAT CORES ARE SOFT, NORMAL FOR THIS STYLE SECTIONAL.
The roomstore has filed chapter 11 bankruptcy and will be reorganizing and hope to have your last item soon. At this time I can not tell you if or when it will come in we do apologize for the inconvenience.
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.
A couch/love-seat combination costing $2,500.00 +/- should not have 4 of the 5 cushions break down in only months with little to almost no use. Since this complaint the back of the middle cushion has now broke down and the repair person has scheduled it to be repairs at the same time as the 4 cushion are repaired. Also the backs of 2 out have the 5 section have come lose and were repaired. Again this is all with little to no use. And I "WAS" told that the repair could take up to 15 weeks with us being without our living room furniture for up to 2 week.)
I stand by my assertion that this set is defective unless The Room Store would like to argue that it is normal for their furniture of this price to break down to the point of being uncomfortable/unusable after just a few months.
Regards,
[redacted]
The consumer had the items delivered in March of 2013 and called in for a service in January of 2014 and the RoomStore sent out a service technician. The out come of the service was to order the chaise core and that the ottoman was not a manufactures defect. I have...
enclosed pictures as you can see this was not properly maintained. When the chaise core arrives we will call the consumer to install.
Thank you,
The RoomStore
We were talked into spending extra for an extended warranty to cover all defects, natural, animal, etc. We purchased this warranty in good faith. Now, approx. 3 years later file a claim because the red "leather" on our furniture is flaking off like dandruff. We were told today that the warranty does not cover this....only stains and the like. What stains leather?! I can understand pets, but the leather literally is iscoming off?! Last year I contacted them because the frame was bent, but was told because we moved the warrany was void. Well, we moved but our furniture remained at the original address in Arizona as we own both homes, but they still would not fix the defect. DO NOT purchase the extended warranty at The Room Store. It is a Fraud!
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.
Regards,
[redacted]
Yes, the RoomStore replaced the handle but in the process the arm of the sofa broke. The service guy indicated that the sofa arm was already damaged. Unknown when this may have happen but these guys have turned this sofa over several times and moved it to their shop once. This last time the service guy flipped the sofa over the support for the arm broke, it can be seen and felt through the fabric.
The service guy left no paperwork, he took pictures of the now broken sofa arm and said someone will call me from the store. That was Saturday, so far no one has called.
I haven't moved this sofa since it was purchased. No one has sat on the arms of the sofa because there are end tables next to each side of the sofa. This just gets worse as the sofa falls apart.
The consumer purchased over a year ago she has had service repairs have been made they have spoke with store managers and customer services managers emails were received this is why the consumer was allowed to...
reselect to a different piece. As for the delivery there would be a fee if that was the only items going to [redacted] hover we will call the consumer and if they are willing to wait for other deliveries we will deliver for free. The consumer has been contacted and was offered that option.
Thank you
The Roomstore
I do not know how the consumer saw the same item on the floor as we no longer carry the item and the parts are on order with the manufacture and again the consumer did not want any other option so at this point we are waiting for the manufacture to send the parts.
Thank You
The RoomStore
we will respond with the same answer
The consumer purchased the items and they were delivered in August of 2013 and called in for service in March of 2014. A service technician was sent out to the home and determined the seat cores needed to be ordered. At this time it is covered under the warranty and the customer was informed that we could order the parts which will take 6 to 8 week not 5 month or we could pick up the items cut the foam at our warehouse and replace them. The consumer said he was going out of town and would call us when he got back. At this time we are honoring our warranty.
The consumer did refuse service and we will still send out a technician however if the stain has been removed the RoomStore has honored their part of the warranty. Please call customer service if you would like to set up an inspection. Also a copy of the warranty and the address to the committee of owner was provided to e-mail address [redacted] as directed by the consumer. If the consumer did not receive this information we have no way of knowing unless contacted by the customer, I will send the address again. Thank you, The RoomStore
The RoomStore would like to apologize if there was any communication problems in there transaction but we do show on their original sales order ([redacted]) that no sofa was on the...
ticket. The consumer did sign the sales order and I will be enclosing a copy of this document. If there is any further question please call the store and ask to speak with the store manager.
Thanks The RoomStore
The consumer purchased items in March of 2013 along with an extended warranty. (See attached copy). The consumer called in with a claim in February of 2014, stating there was human urine on the seat cushion and foot rest. The RoomStore sent out a cleaning company and...
they removed the stains as per the warranty. The consumer complaint is that it’s not done to her satisfaction. The RoomStore has honored the warranty and has lived up to the warranty contract. The RoomStore did offer to send some out to inspect the items if she is not happy with the cleaning customer refused and hung up.Thank YouThe 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.
I tried to get the Roomstore to replace or refund for the whole set because they sold be an inferior product. According to their service pledge in writing it states after 72 hrs. they will repair the merchandise bringing it up to manufacturers specifications, replace it or allow in store credit if the item is unavailable from the manufacturer. If replacement is necessary we will deliver to you if the original merchandise was delivered. On 10/13/12 I addressed an email to [redacted] and [redacted] at corporate office because I wanted out of this faulty sofa. I asked for a full refund of all furniture or exchange for full purchase price. I was told I had two options to get it repaired or pay 25% for usage towards new furniture and pay for delivery. Thats not what is stated in there service pledge to all customers. They are not honoring there store warranty because they are not bringing it up to manufacturers specifications because if they we're they would not have to keep coming out to repair on a consistent basis which is every month or two months or so. When my 5 year warranty ends I am going to be stuck and they know it and they don't care. On the important customer information pamphlet I received from the Roomstore after my purchase it states. At the Roomstore our number one principle is "We care about our customer." I am a true testimony of the inadequacy of that statement.
Regards,
[redacted]
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.
First of all, while there is a listing of what is covered on the 5-year warranty, there is nowhere on any of our paperwork that states that the warranty on the leather ends in three years. It is NOT STATED. Just another loophole to catch someone who thinks they have a valid 5-year warranty for which they paid $229. Judging by the other complaints read on Revdex.com's site, Roomstore has a hard time covering any of their warranties. Now the 5-year warranty which we purchased included a UV3 kit which states right on the bottle "When used regularly, it will keep leather soft, supple and prevent drying or cracking." it also states it s a highly effective and easy-to-use formula that conditions without clogging the pores of leather. Since none of the other pieces (Couch, rocker-recliner, and the other half of the contested loveseat) are showing any wear and tear, it is obvious that this piece has defective material. Defective period. Not misused or abused. RoomStore should back that up, especially since it does not say coverage ends at the three year mark. We discovered the splits just before the 3-year mark but thought we had a 5-year warranty. This case will be taken to Small Claims court if this is not taken care of satisfactorily.
Regards,
[redacted]`
The consumer called in may 31 2014 to complain about there leather cracking on the recliner. They were just past there 3 year warranty which would have covered this. They did purchases an extended warranty (a copy was given to the consumer) which covers what is listed on the warranty and the leather...
cracking are not listed. I will enclose a copy of the warranty which clearly shows what is covered. The consumer was notified about the outcome of the report and if the consumer would like to purchase the parts we can order for them.
Thank You
The 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. again the items are out of warranty.
Thank You
The RoomStore
The RoomStore is currently working with the consumer and the finance company to rectify the situation. We are sure we can come to and agreement to satisfy the...
consumer, with either the correct finance or pickup of the furniture. We do apologize for the inconvenience. Thank you The RoomStore
The Roomstore is following the warranty and we do not show that the [redacted] recline handle has been replaced that many times. and we will still stand be hind our warranty.
Thank You
The RoomStore