In February 2008 we went to the showroom of The Room Store on the recommendation of a family member to purchase some furniture. We met the salesman Steve Noe and explained our situation on needing furniture, we looked through the sales floor and the salesman helped us find the furniture we purchased. 2 reclining sofa's and a King Size bed and frame. We were very pleased with the purchase until a couple of months went buy and we started have problems with the reclining mechanisms.
In July we called for customer service and it took awhile but the service man came out and tried to fix the problem. He said at that time that the sofa's were not put together properly. He fixed them and said that the cushions were wearing because we were BIG people. A short time later October 26, 2008 the couches were not right again we called for customer service again. They sent another service person out and he was great I think he was with Alder Furniture. He took pictures and told us that he was ordering new cushions and when they came in he would fix them. He also did some tightening of the frame and fix some of the wood area that was coming apart the wood areas were just stapled not screwed in anywhere.
We waited and waited, I called on January 7th, 2009 and asked if our parts were in to fix the couch and customer service said that the parts were not in yet and when they came in they would call to schedule a service call that the parts should be here on January 14th, 2009. No phone call, another week went by and the left side of one of the sofa's made a loud noise and the arm was on the floor, on February 4th, 2009. I called and my husband called to try and get someone out right away. Once again someone came and adjusted the sofa on February 7th. 2009. He did not have all the parts to fix the couch, he was rude and demanding to my husband and continued to say that the couches were having problems because we are Big People. Also after adjusting the couch we found screws on the floor and we called customer service about the repair person and complained. We requested the customer service manager call. We waited and no return phone call. Called again on 2/09/09 left another message with the customer service manager.
My husband finally spoke with Tim Walters the customer service manager and was informed by him they were not going to do anything about the furniture because it was fixed per manufacture's specs and they we are having problems with the furniture because we are Big People. Now this is the 2nd time this term was used to us. We were BIG PEOPLE when they sold us the couch and we specifically asked about the warranty and the service. We were guaranteed by our salesman Steve Noe that the Room Store would stand behind the furniture they sell. He did not say don't by this because you are BIG People it will not last. We feel we have been patient and verbally assaulted enough.
We would like The Room Store to stand behind the product they sell and either give us our money back or give us new furniture. I am calling today 3/25/09 for service on the 2nd couch the reclining is in working and is stuck in the out position. This needs to be repaired also.
On 3/31/08 a service tech came to the house, he did not fix the couch he only took photo's. On 4/4/09 the 2nd couch one side is stuck in the outward position now. I called over the weekend to schedule service on that couch. On Monday 4/6/09 I called The Room Store customer service again about the couches and was informed by the receptionist, that they were not going to fix our couches that they were not because it was not a MFG defect. I asked to speak with a MGR and she said Elizabeth would be calling me back. Today is 4/08/09 and no one has called me back.
I have written, emailed and faxed this information to the MFG Klaussner Home Furnishings, AZ The Room Store, The AZ BBB, Channel 3 News. I have 2 reclining sofa's I paid $2000 for that I can not use, they are 1 yr & 1 month old. I need help on what to do next.
Vickie Glendale, AZ