Room Store: Tech Lied About "repair" Technician was supposed to replace a part; he ripped it and blamed me in his report. Raleigh North Carolina

We purchased a loveseat, chair and ottoman (along with a dining room set, which we've had no problem with) from Room Store in late December 2007. The furniture was delivered in early January.

We purchased a five-year warranty, which covers accidental spills and pet messes. About a month after we purchased the furniture, our three year old spilled juice on the chair, and Room Store repaired it with no problem, so we felt like we'd made a good purchase.

However, two spills later, a technician was dispatched to put a new piece of upholstery on the arm of our loveseat. He put the new arm cover on, but could not properly put the skirt back on. He told me that he needed a new skirt, that the old one wouldn't go back on properly with this kind of repair, that Room Store should've known that, and he'd order a new one when he filed his report.

He left the loveseat stapled together, with holes where the stitching was, loose thread all around, and big gaps that show the wood under the fabric.

I took pictures after he left and phoned the Room Store the next day. I was told the technician hadn't filed his report yet, and that they'd resolve everything when the report was filed.

Fast forward two months later--I called because I haven't received the new skirt yet (Room Store ships the pieces to you, you call them, then they send out a technician). After talking with a very unhelpful CSR (she told me at first she couldn't find anything under my phone number, but then, oh yes, she could. And there was not record of any service visits in May, but after pressing from me, oh, yes, I can see them now!), she determined that the technician had reported that I ripped the fabric. Room Store determined that since the customer caused the problem, it was not covered.

I finally got to speak with a supervisor, who agreed to send out a second technician to look at the loveseat. She didn't want to see my pictures. The tech is supposed to come August 2nd, and he SHOULD side with me, because there are NO RIPS in the fabric--just the poorly repaired job the first technician did.

The supervisor told me that if the second technician sides with the first one, there's nothing Room Store will do. So the tech lies about the "repair" and I have to take the hit?

I'll update when (if) this is all resolved.

Nicole
Cary, North Carolina
U.S.A.