- Report: #37686
Complaint Review: The Roomstore - Lewisville Texas
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The Roomstore
2424 S I Hwy 35 Lewisville, 75067 Texas, U.S.A.
Phone:
972-539-1838
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The Roomstore Warranty Rip Off the business Lewisville Texas
I purchased a Simmons Pillowtop bed in January 2001 from the Roomstore in Lewisville, Texas. The salesman stated that the mattress has a 10-year warranty against sagging.
On December 3, 2002 a representative came to my home to inspect the mattress. He measured the sags and took a picture.
On December 9th a lady from their corporate office located in Grand Prairie, Texas called and stated that the warranty is void because there was a small stain on the mattress.
I have cleaned the mattress and now the stain is gone. I do not see how a stain would void a warranty on a sagging new mattress.
I informed her I did not agree with the void of the warranty and she stated there was nothing they could do.
I have spent over $5000.00 dollars from them over the years and thought I was a valued customer.
I do not feel they care about there customers after the sale is made. The salesman never told me about stains voiding the warranty!
I will never shop The Roomstore again and I will tell all of may friends, family and co-workers about how the Roomstore does not honor warranties and has the "don't give a dam attitude" towards their customers after the sale is made.
Donna
Flower Mound, Texas
U.S.A.
On December 3, 2002 a representative came to my home to inspect the mattress. He measured the sags and took a picture.
On December 9th a lady from their corporate office located in Grand Prairie, Texas called and stated that the warranty is void because there was a small stain on the mattress.
I have cleaned the mattress and now the stain is gone. I do not see how a stain would void a warranty on a sagging new mattress.
I informed her I did not agree with the void of the warranty and she stated there was nothing they could do.
I have spent over $5000.00 dollars from them over the years and thought I was a valued customer.
I do not feel they care about there customers after the sale is made. The salesman never told me about stains voiding the warranty!
I will never shop The Roomstore again and I will tell all of may friends, family and co-workers about how the Roomstore does not honor warranties and has the "don't give a dam attitude" towards their customers after the sale is made.
Donna
Flower Mound, Texas
U.S.A.
2 Updates & Rebuttals
Josh
Dallas,Texas,
U.S.A.
Awwww....Tell the truth, Tom...
#2Consumer Comment
Fri, January 31, 2003
Tell them the real reason you won't replace your shoddy merchandise. Your operating in Chapter 11 bankruptcy. Your stores are all one big going out of business sale. If push came to shove on the issue, you'll just hide behind your bankruptcy status. Keep blaming your customers for your problems Tommy Boy, just like they trained you to. Hope HMY doesn't bounce YOUR check. It's funny that an issue from the Lewisville store is addressed by staff in the Grand Prairie regional office. Why can't the applicable store manager respond? Is it because you have personnel specifically dedicated to defending your deceptive trade practices down there at corporate HQ? Nahhhhh....couldn't be. Donna, I feel for you for having to deal with these people. They delivered a scratched headboard to my house, then sent out their "tech" to examine it. I met him at the door with my video camera running. Filmed his "inspection", and have proof pictures of the damage from the day they delivered it. Of course, I was familiar with their BS by that time, and was ready for them. They replaced it, of course, only because they had no other legal option. That's the ONLY way they'll ever do the right thing, is in the face of overwhelming legal evidence. Otherwise, they're apparently trained to spew out "It's not OUR fault!" answers like the one you got here. I will go on record as saying the Frisco staff were never anything but polite, respectful of their customers, and helpful to a fault when I dealt with them. They're clearly the exception, rather than the rule. Hell, they've probably been fired for providing such excellent customer service by now. If Tom wants to continue attacking what few customers they have left instead of trying to resolve his companies issues, then I think our next discussion should revolve around the "special" financing tactics they train their sales staff to employ. That one deserves an undercover camera investigation, in my opinion. As luck would have it, I just happen to have one here....
Tom
Grand Prairie,Texas,
U.S.A.
Stains are not manufacturer's defects
#3UPDATE Employee
Thu, January 30, 2003
After reviewing Donna's complaint, it appears that she is trying to over simpifly the matter and not provide all the information concerning her situation. First, the technician did not find any manufacturer defects with the mattress set. Second, the stain voided The RoomStores warranty and Simmons' warranty. Third, neither The RoomStore or Simmons Mattress company have comfort guarantee. Comfort is a preference that differs from person to person and is not used to determine if a item is defective. All mattress manufacturers state in their warranty that stains will void the mattress warranty. Stains are a result of improper maintainence/care and are not a result of design or product flaw. Due to the fact, the liquid or substance that stained the mattress cover, it must be remembered that the same substance will be absorbed by the foam and padding inside the mattress. While cleaning the surface may remove the stain, it will not clean the area inside the mattress, which may lead to the buildup of mold and/or bacteria. While The RoomStore regrets this situation, we will not receive the return of any item that has been rendered unsanitary. The RoomStore tries to resolve all matters amicably but will not submit to unreasonable expectations.
