All Buyers be aware!
I have enjoyed the friendly sales staff at both the Chandler and Mesa locations. Due to their helpful personalities and the cost of furniture, I have made multiple purchases from The Roomstore in the past several years.
Typically, when I call with questions, I receive prompt, friendly service. This past year, I have experienced something TOTALLY different.
June 30, 2000, I purchased a black leather sleeper sofa along with the five year extended (the protection plan was at an additional charge, of course). The couch was delivered within a week thereafter. I gently used and maintained the sofa and sleeper for approximately two and a half years. Within that time, I also purchased a matching black leather ottoman and again the five year protection plan.
On December 04, 2002, I noticed a few small tears on the side of all three seat cushions (which the warranty covered!!). That same day I made a claim to the warranty hotline given in the Roomstore pamphlet. On the 23rd, a gentleman by the name of Lauren came to my home and filled out a report and took several Polaroid pictures of the seat cushions. At that time, he told me that the main portion of the seat covers are leather and the siding of the cushions are actually vinyl. He went on to explain that over time the vinyl hardens and will begin to crack with absolutely no way to soften the old vinyl.
One month after Lauren came to evalute the damage, I called the Roomstore Warranty Center for a follow up. While speaking with the representative she explained to me that the seat cushions had been delivered to the Roomstore and signed for by a Roomstore Salesperson. That same day I placed another call to The Roomstore Service Center and spoke to the warranty liaison. Upon ending our conversation he told me I would receive a new set of seat covers and he verified my address.
Over the course of the next several months the small cracks had begun to develop into larger tears. I had numerous phone conversations with the warranty liaison about my replacement covers and the delivery address. By the middle of April 2003 I was leaving messages on a daily basis with no response.
Finally on July 02, 2003, I received a UPS package. Unfortunately the wrong covers were inside the box. (Remember I have a black leather couch and I received two flowered pattern fabric replacements, 7 months after the first call.) Again, I began to call the liaison and left messages nearly everyday in July. I also called the corporate offices about my situation. I explained that I had received the wrong covers and was not satisfied with the service the liason was providing me. I ended the conversation with a positive attitude concluding with verifying the correct covers were in stock and would be sent to my home.
I then received a call from the corporate offices on July 11, 2003 confirming the new seat covers were available to send, she verified my address once again and told me to expect them within one week. I waited one week and no cushion covers. I waited two weeks and still no covers.
The middle of July, I again called the corporate office. They were unsure at that time why my cushions had not arrived. I then explained that I was having a business party the second week in August (nearly one month away) and absolutely needed the cushions by then. Later that week they confirmed that my cushions were still available and would be mailed to me in time for my event.
My original seat covers were now torn so badly they could not be used in a comfortable manner. I made the choice to solely use the foam padding without the leather protective cover. I placed a sheet I had in my home over the top of the foam to prevent any damage to the foam. I was now getting worried about the appearance of my furniture and the possibility that I may not have the new covers on time, due to my experience since December.
So on July 30th (now almost 8 months later), I asked to speak with Tim Walters, director of customer relation, and was informed he was on vacation and would return that next Tuesday (August 5th). I decided it would be best to leave a message on his voicemail that same day to insure he would return my call once back in the office.
That same day I called and spoke with a store manager of a sales location. I explained that I had been waiting for more than eight months for a set of three replacement covers, had received a set of fabric covers that did not even fit my existing seats, and needed the new set by a fast approaching date. The manager suggested that I speak with Carey Monaco, assistant to the owner. Of course, that same day I called and left a voicemail for Ms. Monaco, with no response. As a follow up I left two more messages on different days for Ms. Monaco with no response again.
August 5th came and went with no phone call from Tim Walters. On August 7th, I again called the corporate offices and asked for Tim or Carey who were both unavailable. I then made two back-to-back calls to the corporate office leaving messages for both Tim and Carey.
On August 13th, I made my final call the corporate office concerning my new seat covers. I asked for both Tim and Carey once again and neither were available to speak. At that time I spoke with the customer service representative and asked if I could drive to the Broadway warehouse and pick up my replacement covers in person. She returned my call several hours later and stated that no matching covers were in stock.
More than 8 months after making my initial call. No response from Carey or Tim and no replacement covers in stock. I was forced to make a decision!
I could cover my now destroyed seats with an awkward, undelightful sheet or I could purchase a new full couch cover from a local department store. Although, the sheet may have made an interesting conversation piece, I did not feel it was appropriate for this professional event. Since I would only be using it until my old covers were replaced, I wanted to find the best deal to suit The Roomstore and myself. After calling an abundant number of stores, I purchased a couch cover for $59.99 plus tax. It did not match the dcor of my home but it was comfortable and it was the cheapest full cover I could buy for the dimensions of my couch.
On August 15th 2003, I called Carey Monaco to inform her that legal action would now be taken not only to receive my replacement covers but to also be reimbursed for the full couch cover I had purchased. Within an hour my phone call was returned by Ms. Monaco to discuss the situation (Hum, now that it was a legal situation she was suddenly available to talk, how interesting!). Again, I was given the run-a-round, stating that The Roomstore had the wrong address on file and that my new covers were indeed in stock. We verified my address. Then, I questioned her on what needed to be done for a reimbursement. She informed me that since I did not have authorization from her to purchase the full couch cover that she was unwilling to reimburse me. (Reminder: numerous phone messages with no response) Her comment angered me for several reasons; one, I have waited more than eight and a half months for my replacements; two, I have made countless calls to the corporate office with no response; three, I was given the run-a-round about their system having the wrong address although Lauren and the wrong items were delivered to the correct address!
Today, February 6, 2004, I still posses the UPS package from July with the wrong covers and have never received the correct replacements. Hundreds of phone calls with no response. And an out-of-pocket replacement, even though I bought an expensive five year warranty that has almost ended.
This experience has somewhat baffled me because my previous experiences had been wonderful. Unfortunately, the behavior of the staff has infuriated me over the past YEAR!
Be aware, more than one year has passed, a complaint has been filed with the BBB and still nothing has been done!
I have purchased several rooms of furniture from the Roomstore, but will NEVER again spend my money with a company that Allen Levitz owns.
What seems to be a simple delivery has become an outrageous task!
I trust that buyers appreciate my dissatisfaction.
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