Complaint Review: ROOMSTORE--AZ

Thought I did my homework....Purchased a Viewpoint leather sofa, chair and ottoman that was delivered on March 1, 2001. Paid almost $4000 for it, and assumed I was getting quality furniture that would last for many years.

3 salesmen at various Roomstores told me that the leather was analyned dyed--(not sure of spelling). basically they told me that the leather was dyed all the way through. Was out of town because of death in family for over a month. When we returned, I noticed a big bare color spot on my chair cushion. I called the Roomstore,on July 18, and after a month,on August 13, Alder Designs, the leather repair company contracted by the Roomstore came out to look at chair. I asked the technician,"If this leather is dyed all the way through, how can it be doing this" color coming out...He said,"Mam it is not dyed all the way through". When I told him that the Roomstore told me it was and that was one of the reasons I chose this set. He asked "Would you like to refuse repair service?" I said "Yes", as the furniture is not what they told me it was, and I want a refund or replacement." He told me the ROomstore would contact me within a week, if they did not...contact them.. Well they DID NOT, so my husband and I went to the store and spoke to the manager stating our position calmly and maturely.

After battling with Customer Service, and many unreturned calls, by customer service manager and the owners assistant Kerry for over 3 weeks, the customer service manager Tim, left a MESSAGE (though he had my husbands pager and cell number) on our answering machine with the message that "They would only repair the chair if it was repairable, and that he was not there when the salesman represented the furniture, so basically thats all we will do. My position is that I should not have to have a $4000 set repaired after only 2 1/2 months of very light use, and that they should be responsible for what their salesMEN tell customers.

My husband and I have been picketing in front of the Chandler Roomstore for the past week in 100+ degree weather. Many other angry customers have stopped and shared their horror stories with the roomstore and their poor quality and poor customer service. Many perspective customers have turned and gone the other way. Roomstore has already been booted from the Better Business Bureau, and fined 105,000 by the AZ Attorney General, concerning the consumer fraud act. Not quite a golden reputation.

Roomstore refused to replace or refund our money. We hope to save others from the frustrations we have encountered...On Sunday Sept 16, they hired their warehousemen to come out and distribute a letter trying to discredit what we were doing... Bottom line is, if they sold quality furniture,and had decent customer service, we would not have to be out there. I hope others take heed....