Roberts Furniture-Jay Roberts Owner Oops Furniture Furniture Quality Poor-Owner Fully Aware Hampton Virginia

On June 1, 2015, I contacted Jay Roberts by sending a certified letter with signature required (since all other methods of contact were not accepted by him).  The reason I contacted the owner of this furniture store is stemming from a 2014 issue that he would not address that spilled over into 2015.  This were the conditions and the letter I sent to Mr.Roberts.  

Ref. Furniture-Sofa and Loveseat

Dear Mr. Roberts,  

In June 2011, I purchased a matching sofa and loveseat for $866.50 with a warranty costing $119.99 totaling $986.49. The warranty purchased and presented to me (the customer) verbally was also notated on the wall of your establishment. I am a very practical person and put thought into any purchase that I make and based upon the outlined occurrences that could happen viewed on your wall, I perceived this purchase to be legitimate and logical.  Beginning in December 2014, I constantly contacted your furniture company to obtain the warranty companies phone number to file a claim.  I was never given a copy of the warranty that I purchased in 2011 but in 2015 once the claim was filed, Montage Furniture Service (MFS) sent me a copy of the warranty for my review.   December 2014 until May 2015, it has been a nightmare dealing with what should have been a simple claim.  I am very bothered that the warranty that I was told I was purchasing (still viewable on your wall as of 5/2015) will not be honored.  Under normal circumstances, I would have discussed any business issues with the owner of that company but I was told that this was not an option as your employees repetitively told me that you were not interested in speaking with me.  With Roberts Furniture being a fairly large size and long standing company (family-business) servicing locals, I had come to expect much more from the quality of your furniture as well as the customer service.  I do not believe that I am asking for anything that is unreasonable.  All that I am asking in this case is to receive a replacement set (sofa & loveseat) or a furniture credit (valued at $800) to be used in your store for the purchase of another living room set.  I was referred to your company by a longtime customer of yours who is astonished and appalled at the treatment I have received.  While this is the first time for me when dealing with your company, I am definitely not happy about it and would like you to handle this complaint/issue swiftly. 

A conversation to provide a solution is the professional way to handle this problem.  It would be nice and appreciated if you would oblige and reach out to me so that this conversation can occur.  I have always been open to productive dialogue with you but have been shut out.  To confirm my diligence in resolving this issue, I do have documentation of my efforts with your office as well as Montage Furniture Service (MFS) among other documentation.  I would appreciate a quick resolution to this problem, so I can begin to inform my family and friends of how you ultimately were honorable and fixed a wrong by honoring a warranty sold to me. 

I do not feel that I am being unreasonable with my request.

Sincerely,

After receiving this letter, I received a very irrate phone call from Mr.Roberts as he was upset that I had been attempting to speak with him in regards to this issue. He noted that he was fully aware of the issue and did tell his staff not to speak with me. He also said he did not know why I was contacting him because even though he sells the warrantys at his business, he is not responsible for them not honoring the warranty that he sold on the quality of furniture that he is selling from his furniture locations. According to Mr.Roberts, his furniture is of best quality and customer service is not an issue either.  He spoke candidly that no matter what anyone says, whether furniture warranty company or customers, his furniture is the best ever and if customers have issues with his furniture it is due to their error and handling and not the company itself. He blatantly did not want to discuss the issue that the furniture warranty company addressed that the furniture quality was poor and they were not going to honor the warranty for those reasons. The representative at Montage warranty company said I should pursue a refund or should be given a new set from owners of Roberts/Oops Furniture. Mr. Roberts totally disagreed with this and said he was not willing to work with me at all. I was very disappointed as I know this company is constantly advertising about great quality furniture only to sell the cheapest quality of furniture out there.  

I now have learned my lesson but wanted to make other consumers aware so they would not be taken by Roberts Furniture the way I would. Also do not be fooled because OOPs Furniture is owned by this horrible owner.  Please pay attention consumers and do not waste your hard earned money on furniture from this company as I did. I just purchased new furniture again in less than 5 years and this time I used my old furniture company with whom my furniture lasted 10+ years (Value City Furniture).