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No customer service
Where do I begin...We purchased a leather living room set in Nov 2007. Upon delivery, one of our end tables was damaged on top. We contacted the Roomstore and there was a lot of loop holes...first the repair man came out and repaired it. Of course, we were not satisfied since we paid for a new table not a repaired table. He told us that we would have to wait for him to leave and contact the Roomstore again to let them know we were not satisfied. Contacted them again, they offered only a $25 discount off of a $200 table. We were not satisfied so they sent the repair out again. This time he came out and looked at it. We had to contact them again to let them know were not satisfied with it and finally they sent us a new one. Which when we received it, the lid did not work right. I decided to live with this. Four months later, the color started coming off of our leather couches...everywhere our skin touched...great quality. Again we contacted The Roomstore. Less loop holes, the guy came out and said it was a defect and that he would recommend a reselection. Went to the Roomstore, picked out new set (they were nice enough to take the tables too since they wouldn't match anything). Picked out the new set and they refunded us for the old set. They wanted to charge us for delivery of the new set and after arguing with them, they decided to give us a $99 credit toward the new delivery. Next, there were problems with billing. We had to contact them several times to have it fixed. They somehow excluded our deposit amount. Finally that was fixed. Now with both sets, we purchased a $186 warranty. This was not a general warranty for the product. This was a warranty to protect the leather from accidents such as a pen hole, fingernail polish, etc. We noticed that they did not refund us this money from the old set. After about 6 months of contacting the store and them giving us the run-around, they said we used this warranty when we 'returned' the first set. Hello, it was a defected couch. Not our fault! My husband and I have been so sick of dealing with them, we just decided to eat the $186. I didn't even mention how much of a headache it was for us to take off from work to meet the service men those many times and the 1 hr. trip to the store for the reselection (we live in the country). What a big mess! Not to mention, we noticed on our new tables, the week of delivery, cracks in the wood that had been 'fixed'. Warning, don't go there!
The complaint has been investigated and resolved to the customer’s satisfaction.
Fraud and cheating
We purchased a wallsaver recliner Nov 17, 2007. It was placed on order and did not come in until Dec 2007. 9 months later then seat was falling apart. A technician was sent out and ordered a new seat which was installed in Oct 2008. 1 month later that seat started falling apart.
Technician came out again and determined that this was a manufacture defect. Unfortunately, this chair has been discontinued so they cannot replace it.
RoomStore refuses to give us a refund even though we were well within the 1 year warranty. They said we can choose another chair but we have not been able to find one that we like and we have only 30 days to make a choice.
We purchased the Fabric Protection and 5 year extended warranty which they will not include in the cost of the new chair (even if we could find one).
I would not recommend purchasing from RoomStore. Furniture is sub-par, poorly made and they do not stand behind their warranty.
Letters are going out to the BBB, Chamber of Commerce, and VP of Operations.
The complaint has been investigated and resolved to the customer’s satisfaction.
Dont understand how 9 months later is Nov 17 2007 to Dec 2007? Am I missing something? Can you give more information as to what was the model and make or manufacturer of the seat? Sometmes it's a manufacturing problem not a retail problem. I would of taken it up with the manufacturer also if possible. Fabric protection is always worthless (read the fine print) If you cannot make up your mind for a replacemnt in 30 days then thats on you, it seems fair enough time to me. The BBB does little other than mediation but it's still a good idea if you feel unsatisfied with how this situation was handeled.
Lies, deception, poor service!
I am writing regarding a dispute I am having with store number 9550 at 524 S. College Road in Wilmington, NC 28403. I purchased a two-piece sectional sofa from this store on 7/16/2017. I had browsed the store a few times and had mentioned to one of the female salespersons, on this particular day, that I was moving soon and was in the market for some...
Read full review of The RoomStore and 19 commentsThe worst &customer service& department ever
This customer service department is INSANE! The store and sales staff were great. Then I had to deal with "customer service" in the corporate office within 1 week of delivery. They botched the pre-treatment and refused to take responsibility! I PAID for this service and their response to me was "If you clean the couch we will treat it" are you kidding if you did your job to begin with I wouldn't need to even have this conversation and then lets not forget the line that made me blow my lid from the director of customer service "You will listen to me first" This is the guy that runs the show?
Shopping at the Roomstore was a nightmare for me!
To make a long story short, and keep my pressure down, we now own a huge sofa that has pillow seating which is totally too small!
We sent the first furniture back because there were all kinds of defects (rips, huge gaps, dirt, etc.).
The second set contains less conspicuous faults that become more visible when you sit on the sofa.
I contacted the headquarters and was promised a call from a supervisor. That was seven months ago... Beware! The roomstore sells bloopers!
Don't become the next casualty - shop somewhere else!
The complaint has been investigated and resolved to the customer’s satisfaction.
I purchased a living room set from the ROOMSTORE in December of 2008. In March the massage unit on one side of the couch stopped working. Since March technicians have been to my house at least three times ordering more and more parts and the problem is still not fixed. This is now May 14th! Although we purchased under the 36 months NO PAYMENTS, We have made payments totalling nearly $1000.00 which equates to 5 months of payments. We have held up our end of the agreement made with the ROOMSTORE by making payments and feel that the same courtesy and service is owed to us. They did not provide me with a product that works as it is should have. We continue to get the run around.
To top it off, after calling today, I'm more pissed now than I was before I called! The customer service rep said that because we are under warranty, we have to give them the opportunity to fix the couch; and that them giving us a refund or exchanging the couch for another one is not an option. She gave me a web address to the room store customer service saying that I have to go to this site and put in what is wrong, and that someone would contact me. THIS IS UTTERLY RIDICULOUS!
I WILL NEVER PURCHASE ANOTHER PIECE OF FURNITURE FROM THIS COMPANY. NOR WILL I RECOMMEND ANYONE ELSE PURCHASE FROM THEM!
I recently spent over $2000 purchasing a sofa, chair, coffee table, and two end tables from Roomstore. While our sales person was helpful in the store, I now can't reach him and cannot get information from anyone who works there about where my furniture is- 5 weeks after I ordered it, and one month from the original estimated delivery date. Not only that, but in the meantime I rushed to clear out my old couches, dumping them instead of taking time to try to sell them or donate them because I thought I was getting my furniture within a few days of purchasing it.
I have called Roomstore 4 times asking where the heck my furniture is and they keep telling me that they are waiting on one piece- the sofa and that they won't deliver everything until all of it is together unless I want to pay for additional delivery. So I asked if someone could call the factory to see when they will be getting in the sofa and "they don't have a way to do that." WHAT?! When I insisted on having a date today when I called she said, "this says it will be in in mid August." I pointed out that that was NOW and tried to verify- "So it will be in in the next couple of days?"
"I guess so."
Beyond that I keep getting told that my salesperson will contact me which hasn't happened. Not to mention this is all on their credit card which seemed like a scam and a half in itself.
5 weeks later I'm getting tired of my roomy, un furnitured living room and I want my darn couch. Maybe this is why they give you a year to pay for the crap- it takes them that long to get it to you.
I have had similar problems with their customer service. It seems like they specifically receive training on how to scam people and take their money, rather than resolve problems...
Roomstore is trying to scam me out of $200 over a discount that they initially promised and then revoked. I called customer service and they said they don't handle discounts and that I would have to work directly with the store manager, which is the person whom with I have a dispute. No resolution. Will not buy from again...
I am not sure who Sherry spoke with because I am the Director of Customer Service.
The worst furniture store ever
Anyone interested in buying from the roomstore needs to beware, they are the worst furniture store ever. First when I had me bedroom set delivered they had the nerve enough to deliver the bed with no mattresses.
Then when I call the office he says oh yea I meant to call and tell you the mattresses were not in.
Now why they heck would you deliver a metal bed frame with no mattresses, they should have just waited till they had it all to have it delivered.
And I won't even get on household bank, which is the bank that finances their credit cards, cuz they're even worse.
The complaint has been investigated and resolved to the customer’s satisfaction.
We purchased from this place a leaving room set, Sofa, Love Seat and Recliner, this was done on Feb. 15 2009, today April 4 2009 we have receive the sofa and love seat 2 weeks ago and we spoke with the sales guy at the store about recliner that was not delivered and they said will take an other 2 months to be delivered. 2 Weeks ago when they delivered the sofa and love seat, the sales guy said the recliner was going to take 2 more weeks since was coming from the manufacture but the good thing is that it was already on their warehouse in Houston Tx. and i live 10 Hrs away from Houston and today they said is overseas and will take 2 more months like it or not and he hung up on me.
The order takes forever to come in
I ordered a living room set from the RoomStore in Richmond, VA in February. Because of the colour I wanted, it had to be "Special ordered". 8-10 weeks the salesman said. It's May (almost 12 weeks later) and I still don't have it, and they have no idea how much longer it will be until it comes in. It's one excuse after another. First it was the factory's fault, then it was the shipper's fault. The salesman is clueless, the ladies who answer the phone are liars, and I urge everyone to avoid purchasing special order items from the RoomStore at all costs!
The complaint has been investigated and resolved to the customer’s satisfaction.
So - what did The Room Store do wrong? Special orders with many furniture companies have to be place in store only - some do offer it online though. I did a lot of research before I made my purchase of a bedroom set and mattress from the Room store (I bought from the Room store in Tyler, Tx.) and had the best experience that I could have hoped for. They did explain to me the special order guidlines when I asked - because I had looked at their stuff online also. If you placed your order on-line, but wanted a different color that wasn't shown, why didn't you call FIRST before ordering? And if your received your full refund - how does that make someone else a crook?
I recently placed an order on roomstore.com...there were no options online to change color or addthe fabri protector. When I called the 800 number i was told after my credit card info was verified i would recieve a confirmation call and could at that time add the options i would like. So I called and it turns out the lady lied to me. So when I complained about being misinformed and asked about their calls being recorded(as most calls are these days) or my call being loogged conviently for them their sytems were down - how ironic!they were very rude, unhelpful, and would not help in anyway. Special orders can only be placed at the store was ALL the "manager" of online sales. I asked for her supervisor and she said she had none...quite funny seeing as how everyone has to answer to someone. I told them i would cancel my order if they would not accomodate it - they sait had to be done in store I ended up cancelling my order and told them i better recieve 100% of my money back or i will be disputing the charges. (this whole ordeal lasted Sunday morning until Monday afternoon. i placed the order late sat night). I will NEVER EVER order ANYTHING from them and will let everyone I kn0w to do the same, they are liars, crooks and could care less about their customers!
-FYI Conclusion: RoomStore & Furniture.com are the same company.
I was also told o0n this phone call that special oders dont recieve discounted pricing...
They are liars
They could care less about customer satisfaction
I also have had problems with Room Store's lack of interest to fulfill their customer service promise and delivery. The furniture I bought was not a special order and it has been a month and I still have no couch. They have one excuse after another and do not seem to care about the delivery or appeasing me as a customer because they already have their money. They tell me their hands are tied in this matter due to it is the manufactures fault, the freight company fault, the cost of gas causing delivery problems, and so forth.
I am writing the CO of Room Store Curtis Kimbrell and I am also contacting the local news stations. I have never been so disappointed in the service of a major coporation as I am in this company. I have told everyone I know about this and I will continue telling everyone I run into about my experience with them. I will post my complaint on every site I come across and I will never buy and/or purchase anything from Room Store again.
Overview of The RoomStore complaint handling
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The RoomStore contacts
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The RoomStore address3011 E Broadway Rd Ste 100, Phoenix, Arizona, 85040, United States
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I am so sorry for the service that you received!
My name is Steve Giordano and I am the COO of Roomstore.
Please contact me @sgiordano@roomstore.com and I will make sure that you get your money back!
Sincerely,
Stephen Giordano