I have had a terrible experience with the room store! The store on Scottsdale Rd. in Scottsdale is where I purchased my furniture. I am having issues with a sofa - Rock hard and cushions do not stay in place. The love seat and corner piece I purchased are showing wear already! I purchased these items at the end of July so there is no way they should show any signs of wear.
Anyway, it is crap furniture and I get that but what I am pissed about is the way I have been treated. My wife sent a letter detailing that we were unhappy with the furniture from the room store. Our sales rep, Melissa, called me back and talked to my wife about the issues. From there it has been nothing but frustration!!! After Melissa said she would send a tech out to inspect I get a call TWO WEEKS LATER. Still the store, Pat, in the office wants to know what the problem is and after explaining it to her she said she would have the customer service department call me. Okay, what did Melissa do? Customer service calls 10 minutes later and at this point I was not upset and didn't really care what was done with the furniture - I told my wife it was up to her and I could live with it. Didn't like it but could 'deal' with it....... After my call with customer service I don't want anything to do with that store!!! Agent did not care at all - told me that normal wear and tear is not covered - AFTER TWO MONTHS?!! Also tells me to jump on the cushions to get them to soften up? It is normal for the cushions on the couch to pop up like you are on the end of a teeter totter and the couch is not made to lay on. What about sitting? Is that okay to do on the couch or does that void the warranty? Now I am pissed and want to know exactly why she called if she does not care. Her answer "I am only calling because the store told me to". Classic customer service there!! I also inquire to what IS covered under this warranty and she is not able to provide any detail. Blood boiling and all I keep hearing is that is not covered under warranty over and over again. I asked for a supervisor but was denied. What can you do for me customer service?? Do you have any solutions? Ah, yes, send a tech out if you really want. Sure, what the hell, I know what the answer is, that is not under warranty, but might as well play their game.
After the call I felt the local store should understand what I went through so I gave them a call. Pat took my call and said she would have Melissa call me in two days since she was off the next day. Wait a week and call Melissa to tell her what happened on the call. I can't get a call back and I should expect them to take care of the issue with the furniture? I told Melissa to just have the furniture picked up, it is crap and we don't want it. She can't make that call and will have the manager call me. Guess what....... no call back after three days. Call back again and ask for Melissa to find out why there was no call back but Pat says she is with a customer and will have her call me back. Nobody calls you back!!! THEY REALLY DO NOT CARE!!!
Inspection on Saturday 9/15 but we all know where that is going.................. "that is not covered by warranty" because NOTHING IS COVERED BY WARRANTY!! Tuesday 9/18/12 and as one would have guessed, it is not covered under warranty. I ask to speak to a supervisor about it and again, told no but they would send me to a voice mail. Called Melissa again, not that she can do anything but I have serious issues with how I was treated and the fact I never did receive a call back from the store manager as she indicated I would. Again, he is not there so I spoke with the Asst. Mgr. - he explained the only way something can be done is if it comes from the CEO.
Worth noting - wife went to Copenhagen Denmarket as we had a problem with some handles on a dresser. Walked in and talked to them about the issue. No hassle, walked out with a new handle. She sent me a text after that - "what a difference between Copenhagen and the Roomstore!" She said they did not even look up her purchase but found the handle she needed and that was it. No customer service to deal with, no manager to talk to and no waiting for a call back!
Here is what I have learned...... The Roomstore does NOT care or stand behind their products. As a result of this experience I will never purchase from the Roomstore again and I know I will be purchasing furniture in the near future. My family members will not be purchasing from Roomstore. In addition, I will let everyone I can know about how I was treated and share the stories of each store - Copenhagen vs Roomstore.
I was foolish to think someone would care.