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 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,

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.This warranty that they keep referring to was supposed to be thrown into the sale for "free" according to the salesman. The furniture is so poor quality it already looks like it is 5 years old and I am a single person.This just confirms the bad reviews on yelp-I am not the only consumer that has been ripped off by this business.
Terrible customer service!
Regards,

The amount...

of the paid claim for the furniture to include the dresser was $2918.56. The amount for the dresser ando mirror combo was $1497.88. I did take delivery of the mirror but believe the value of the dresser along that was not delivered as promised was $999.99

I need a solution to my problem. What...

are other options? who else can help me with this fix? etc.

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.As I explained in my email, [redacted] had PROMISED me he would refund me for these items!  This is the only reason why I am making a fuss about this!!  I explained to him in great length he cannot change $80 for a extremely cheap, paper thin mattress cover when a quality mattress cover only costs $20-30 in a store.  This is a rip off!!  We spoke about 20 minutes on the phone and he said he WOULD NOT CHARGE ME.  I explained to him the mattress cover was such garbage I threw it away and was unable to return it. I called Roomstore multiple times with NO CALL BACK!  His secretary even told me he would not call me back.  This is more the principle than the money and I will NOT stop until I get the refund.TERRIBLE BUSINESS!!!!Regards,[redacted]

The RoomStore will refund full if all items are returned within five days. (See attached document) The consumer did not return items with in that five days but they choose to return the mattress within their sleep guarantee there for they do not get to return the...

other items. The consumer also would not get their delivery fee back as well as this is stated in our no hassle money back satisfaction guarantee. (See attached document). Each one of our consumers does get a copy of our important customer information booklet.   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.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,

At this time it is in the hands of the courts and the RoomStore has no say at this point however as the courts let us know what we can do we will be contacting our customers.
 
Thank You
 
The RoomStore

I reject The Roomstore's response, because it is apparent that the commitment to repair the sectional to the standard seen on the showroom floor is false. 
Half the couch was taken away for a second round of 3 day repairs this week, and returned this morning. The 4 pieces returned in exactly the same condition they left. The end armrest still has different material than the original. The broken wood inside one of the consoles is still broken. The middle recliner still sits at a different angle than the other pieces. These pieces still do not line up with the original 3! I was reassured the previous 3 day repairs were unacceptable and they would be double checked by a manager this time. Other than being plastic wrapped on return, there is no evidence they even made it off the delivery truck to be examined, let alone repaired. This entire process is unproductive, and a waste of everyone's time. 
The Roomstore would not have accepted that it was inconvenient for me to pay the full purchase price; I find it unacceptable that The Roomstore can deliver sub-par product. This sectional was an expensive purchase. As such, I expect a sectional that closely resembles the standard I saw on the showroom floor, and repairs or replacements to actually be done as promised to achieve this. If The Roomstore is unable to follow through on that, and I believe they have demonstrated that, they should return my money and take the sectional away.

The Roomstore has filed bankruptcy please refer to our web site for any further information on warranty work.  
 
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.

We have read the response sent to you by The RoomStore and are trying to figure out who wrote this response, as it is sofull of errors and contains false information, as well. We would like the Revdex.com to request a copy of the report submittedto The RoomStore by Anthony, the leather repair person who they sent to our house.  Better yet, to have Anthony, a representative from the Committee of Owners, the Revdex.com and ourselves present to recount exactly what happened.The fact is that Anthony said that the leather was DEFECTIVE and COULD NOT BE REPAIRED.  We did NOT refuse atouch up and would NOT have refused a touch up THEN and would NOT refuse a touch up NOW if that kind of repair were possible.  The leather is peeling, (like a bad sunburn, it can be pulled off, as Anthony demonstrated), which was why he said that there was no way that it could be repaired, and in his words, "Both couch and loveseat need to be replaced...they cannotbe repaired".  NO OFFER TO TOUCH UP OR REPAIR THE LEATHER WAS EVER SUGGESTED.Beyond that, here are some minor discrepancies in the response from The RoomStore:1) I, ([redacted]), did not Call them with a complaint...I VISITED the store, told them the problem and they gave me    the address of the Committee of Owners so that I could write to them...which I did.*2) Our problem was that the leather was "peeling", there was no mention of fading...we can detect no fading and we have no    idea why that was stated in their response to my complaint.3) Our initial concern was with the couch ONLY, (not "THE ITEMS", as their response stated.  (We had no idea that the     loveseat was peeling, that discovery was made by Anthony while he was in our home.) So, you can see why we wonder who put together the response that was sent to you.  Again, we think this could all be clearedup by speaking to Anthony, but we would not want his job to be on the line.  We would be very willing to have this set looked at by a third party...a leather repairman not employed by The RoomStore...to see if he came to the same conclusion, i.e., that the leather is defective and cannot be repaired.  And we are not opposed to having it repaired, if that is deemed possible.Our only stipulation would be that if the leather continued to peel, that The RoomStore would concede that the leather is defective and replace the set or refund our purchase price. We stand firm in the belief that IF the leather is defective, the set should be replaced under The RoomStore's "QUALITYGUARANTEED" policy.  What other interpretation could there be to the term "Quality Guaranteed"?Sincerely, [redacted]I have copies of all three of the letters that I sent to The RoomStore and will send them to you upon request.

Regards,

The Roomstore...

has filed bankruptcy please refer to our web site for any further information on warranty work.   
Thank You
The RoomStore

Here is the receipt of the sale paid in full. I want full amount of table set I paid for. Not the 182.62 they refunded me. They subtracted the second delivery from the 237.88. Delivery of product they knew was not what I ordered. Product they sent anyway without my knowledge. As you can see I also paid for a warranty on these products. I wasnt asking for that because of the no refund policy. To me isnt right either if you didnt receive the product. But that was stated about the warranty. I am being honest here, more than I can say for the store. I am asking for the full amount paid for the set which is 237.88 and the amount they deducted for the second delivery 55.26 of product that was not mine. As you can see there is no sale price here either as they claimed. The receipt shows what I paid and this is the amount I want back.

As I had explained in my first response delivery and the warranty 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. this will be our stand for this complaint. the consumer can call our corporate office and they can explain. Thank You The RoomStore

The warranty states that if the items are repairable than this is what needs to be done. If the item cant be repaired further action would be taken,  the roomstore will honor the warranty to repair the defective items.

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

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 listed. I did enclose a copy of the warranty which clearly shows what is covered.

Thank You

I Have sent copies of the warranty and the 5 year covers only what is listed on the warranty. It is pretty clear on what is covered and what is not. the documents speak for them self at this time we are following the warranty and guide line and  policy's. 

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.

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,