- Report: #6599
Complaint Review: ROOMSTORE--AZ - Chandler Arizona
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ROOMSTORE--AZ
1988 N. Alma School Rd Chandler, Arizona, U.S.A.
Phone:
480-732-7800
Web:
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Roomstore ..AZ Ripoff Consumer Fraud ..Many other angry customers *UPDATE
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....
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....
2 Updates & Rebuttals
Mary
Peoria,Arizona,
U.S.A.
Also a victim
#2Consumer Comment
Thu, December 19, 2002
I also bought a couch from Roomstore and bought the extended warranty from Stainsafe. When I first called them in March 2002, they lost that claim. They almost didn't let me refile because it was past the 3 day notice to let them know about the problem. Finally after months of fighting with them, Alder Designs came and looked at my couch on July 22!!!! Then he said the parts would be ordered in about 2 weeks. Well, December 16, I called. Everytime I called customer service, I got a different reason WHY my furniture replacements weren't here. Finally after a week of calling EVERYONE, a person at the Room Store customer service hotline resolved this issue. I was issued a full replacement for my couch. I am happy with that decision, but it took almost a year with 2 holes in my couch to resove this issue. I do not know if I would buy from them again. It is too much of a hassle to deal with them.
ROOMSTORE AZ..... RESOLUTION
#30
Sun, January 27, 2002
Just wanted to let consumers know that The Roomstore and I came to a mutual and satisfactory resolution to the problem we had with them. I appreciate their decision to take care of the situation.
