Complaint Review: The Room Store

I rented a group of furniture from the Room Store that included a bed frame, mattresses, a dining set, and a TV stand.  Given the retail amount of the items I was taking, I qualified for a free 24" television.  I was given the option to upgrade to a 42" for an additional $200.  Sold.  I made my down payment, made delivery arrangements and went home.  The furniture and television were delivered on time on 1/14/2013. They put together everyhing but the TV. I had to install the base myself. No problem.  I did not receive any kind of receipt or warranty information for the television.  I still dont have anythng.

On Monday, February 25, I tried to turn on my television and nothing happened.  The little red light blinked a few times and eventually the tv shut itself off. It had been working fine up to that point.  I had a friend come over, we power cycled the television and still nothing. I called the Room Store but had to leave a voice mail as it was time to go to work.  I called again on Tuesday and Wednesday. I never received a return call. I called again on Sunday and got a live person.  He said "we are not responsible for the TV after delivery". Ok so why is the TV listed on the contract then?

The item is under contract, you have a legal obligation and duty to fix it.  He gave me a number and told me to call customer service. I called and spoke to Tasha. She was less than pleasant.  She gave me the number and told me I had to call Best Buy.  She didnt give me their hours or any other information I might need such as the confirmation number.  I called Best Buy for Business and of course they are closed.  I call back on Monday 3/4 and they want the confirmation number. I hang up and call back to get the confirmation number.  I share with this representative how unhappy i am at this point. She is less than friendly. 

I call Best Buy back and they tell me they cant do anything.  They give me some info. They set up a case but I advised me that I may not hear back for a few days.  Then i call customer service back. I ask for a manager and she tells me "I think i talked to you the other day and I told you..." What? I never got to speak to a manager. She gave me a different number for Best Buy.  i called and again was promised that I would receive a call back. Nothing. It is now Tuesday.  I call the store and the guy tells me again we are not responsible.  I advise him on contract law, he is too stupid to comprehend. I tell him that I am ready to involve a lawyer all of a sudden he wants to help.

He calls me back (shock) and tells me the distric manager says ok to pick up the tv and service it themselves. He will call me back to make arrangments.  He never did.  It is now Wednesday. I call the store again i explain my story to the Finance guy he tells me Im sorry were not responsible. I give him the same speech about contracts and he tells me my contract is with Best Buy. No. It is not. His contract is with best buy. my contract is with Room Store. Why is this so hard? He tells me to call customer service. She puts me on hold but then tells me that Best Buy will be calling me. Shannon from Best Buy calls me. She is great but tells me to contact the manufacturer. Doesnt give me a PIN or Date of purchase. I call Insignia. They go through a few questions and then tell me they need this PIN.

I call Best Buy back because it is logical they purchased the TV from the manufacturer and would be the one with the pin and the original receipt.  Jennifer at Best Buy gives me the Date of purchase and some code that looks more like a phone number in Texas than a pin number.  I call Insignia back. They confirm my suspicions about the so-called Pin. We go through a whole process. He has to escalate the case because i dont have this pin. I can call best buy back but now I have been on the phone for 2 hours and my iphone is dead. nice. I give up for the day.  Joseph at Insignia tells me not only is there no record of my previous call but that this case will take a minimum of 5 days. Why am I being punished because other people cant or wont do the right thing? Please help me get my tv fixed or replaced asap. thank you.