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.

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,

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

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 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 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 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

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 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

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 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

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 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

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 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

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 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

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

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,

The items were purchased in December 2009 along with a 5 year extended warranty witch cover certain thing I will include a copy of the warranty. The consumer has had services and the items have been repaired. The item will still be under warranty until December of 2014. The RoomStore has stood...

behind their warranty and will continue to do so. We have a service set up for the consumer on Saturday May 10th.

 

Thank You

The RoomStore