The Roomstore sells damaged furnture has horrible customer serivice will not fix problem, ripoff Scottsdale Arizona

I purchased a $6000 bedroom set(6 pcs) in November of 2003. They delivered the 4 poster bed. The footboard was cracked. Two weeks later they delivered the rest of the set and delivered the replacement footboard. About a week later the footboard was coming apart from the poster and about ready to fall to the floor. I called customer service and explained that this was the second footboard that was now defective.

I asked for the 3rd replacement. They said NO. We have to send someone out to fix it. I didn't spend 2000 on a piece of furniture that needed to be fixed the minute it was put in my room. Finally after several phone calls and 3 weeks later they sent out a repair person. He said he could not fix it and the entire footboard and headboard needed to be replaced. I contacted customer service again. No help. They said wait until we get the paperwork back from repair.

Now 3 weeks no phone call. Finally after I told them to pick up the whole set I didn't want it anymore they sent out the 3rd replacement. This replacement was defective as well and I refused delivery. I called the store where I purchased it. They said they couldn't do anything call customer satifisfaction. I called the customer service manager Nathan. He was worthless saying opps sorry you will have to pick out another bedroom set. We will not give you your money back. He said their customer guarantee does not apply because its been beyond 72 hours. I explained this has not been right from the start. He said sorry. I told him there is not another set in the store I want. I not going to randomly pick something else out when this is something I will have for a very long time. I asked to talk with his boss Tim. I have now left Tim 2 messages he will not call me back. I went down directly to the store in Scottsdale. Joe the manager said there is nothing he can do. I have never experienced such terrible customer serivice.

They are not providing any solution to the problem. I have now found out they don't carry Bassett Furniture anymore. My whole set is pulled out of the store. They are not even trying to come up with a solution other than keeping my $6000 dollars. Why would I even want to deal with these people anymore.

It is now over 2 months and I still have the defective bed. I don't want to take the chance of a 4th footboard if its even available. I want a complete set and will choose another bed. They can't provide the product that I bought they should return my money. Their 72 satification guarantee should apply but it has been beyond that time frame as they keep putting me off. At this point I still don't know who has the authority to ake any decision now. The best the manager could do for me at the Scottsdale store is to tell me to leave a message for the secretary!

Kristin
Cave Creek, Arizona
U.S.A.