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.

 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,

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.

As I had explained in my first response delivery and thewarranty are not refundable. The document I sent in my last response show that this is our policy and the consumer understood this. We do apologize for any inconvenience this my have caused our customer. 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 consumer had items delivered March 25th 2012 they also purchased and extended warranty with the items....

 The 5 year extended warranty covers only what is listed on the plan I will enclose a copy of the warranty. Peeling and fading are not listed on the warranty there for would not be covered. The RoomStore warranties all items for 3 years against manufactures defects and the consumer called in to report this after the 3 years. AS for the chair-a- medic I can not see how they could determine any out come from just pictures. AT this time The RoomStore has stood behind ether warranties and policies if there are any further questions please call our customer service at ###-###-####.  
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 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

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

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 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,

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

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. ( I have enclosed a copy of the warranty)

 

Thank you

The RoomStore

The consumer claims the sale person misinformed her on her warranty however she was given a copy which explained what was covered and what was not. The consumer said its not her responsibility to read the warranty. At this time we have not done anything wrong but will refund the warranty...

money. Thank You The 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

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

The consumer had an invoice written up on 1-16-2015 for a sofa chair and ottoman along with a 3 year warranty. The consumer then had that change on 1-24-2015 to a loveseat chair and a...

5 year warranty. The price of the total was less than the original but when she went form the 3 year warranty to the five year warranty that was a difference in price as well. We do not see the over billing or know why she went with out the sofa but the invoices were signed by the consumer for the changes. If the are any further information please contact the RoomStore. Thank You The RoomStore

The RoomStore would like to apologize for the delays with your product and with the lack of information that was given to you and for the sales person who should have been following up...

with you. Some of our manufactures give us an estimate on the arrival time however this may change. I do know that your item should be here by the end of next week.  
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

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.

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,

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,