The following is the letter submitted to The Room Store.
I am one very unhappy customer. Over the past 10 years, I have spent a considerable amount of money at the Room Store, chiefly in Phoenix and Avondale Arizona. Just after moving into my home in Goodyear in 2003, I purchased a fairly expensive and ornate, Tuscany-style bedroom suite (bed, dresser/mirror, chest of drawers, 2 night stands and buffet side cabinet). The salesman expressed his pride in this particular product and explained the use of hardwoods, etc. We'll, there may be some - but it's seems to be in the form of the sawdust used to make this stuff. The veneer is so thin that it won't even take oil to protect the furniture. What is underneath the veneer, seems to be highly evolved particle wood or even a resin compound, indicating that with all the curves and "carvings" in the furniture, may in fact have been poured into a mold.
I have furniture that my wife and purchased 40 years ago that has held up better than this expensive JUNK, which was sold to me by your firm. The top of my wife's dresser is peeling away, and the more I attempt to work with it and repair it - the more it just flakes off.
Also in 2003, I purchased some fairly expensive leather recliner chairs form your firm. After repeated service calls from your firm, I finally sold the chairs at a loss, because they were not adequately "stuffed" and provided no body support.
In 2006, I purchased a new dining room set for the Room Store, and guess what - same problem - it's beginning to peel away - and neither the bedroom set, nor the dining set are carried in your stock any longer, although I detect remnants of the same manufacturer throughout the store.
I am so fed up that I want to dump the stuff and replace all, which I have purchased from your firm, with furniture that is first and foremost - American made (not Chinese JUNK) and secondly, made of oak or even pine.
I would expect that if you wish to keep a customer, my satisfaction should be your first concern - warranty be damned. I expect to hear from a representative of the Room Store no later than, Tuesday, December 16, 2008 with a plan of action, or I will be forced to publish a copy of this letter on my Internationally read web-site and share it with my radio audience, which once again is vast.
I look forward to your favorable reply.
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