In Sept. I spent over $2100 on a couch and chair for my family room at Rose Furniture in High Point, NC.in the words of my sales rep, "I was the easiest customer all week." I spent little time finding the set I wanted and decided to take the floor model (which didn't have toss pillows on it but I was assured they were in storage). I could have ordered the exact couch and received a 5% discount, but decided not to wait and was told that the warranty would protect me. Yes, you heard me right I spent 5% MORE to get the floor model.
The set was delivered while I was traveling on business. When I got home my jaw dropped. ALL of the cushions were sagging and the 6 throw pillows were coming completely apart. The ottoman cushion had actually collapsed on one side. I immediately called customer service and my salesperson. The couch looked used, so I wanted to send it back and simply order a new one. Vicki Smith, the customer service rep (that's a joke), said she couldn't do that. After at least a dozen calls and e-mails, including pictures, between the two of us, she finally agreed to have the ottoman and TWO cushions and throw pillows picked up for REPAIR. Desperate b/c the holidays were approaching, I agreed. She actually stated in a saved e-mail that Rose would replace my throw pillows.
I never received responses or follow ups from Rose. I was constantly calling to find out the status of things. They picked up my furniture and kept it through both Thanksgiving and Christmas! I still don't have it. Remember, this is my FAMILY room, not a formal living room. We weren't able to sit next to our tree or on furniture to watch TV. During this period, I also left 5 messages with my salesperson and 4 with her manager. To date, I have NEVER received a call. Right before Christmas, I called the front office in tears (literally) b/c Vicki overtly lied about what we had discussed and after I sent her copies of the e-mails she refused to take my calls or assist me.
I begged to speak to a manager and was again connected to customer service, who responded to my insistence of speaking to a manager by hanging up on me. No, I never cursed or made any sort of threat. I simply said, angrily, I'd been working with cust. Service for several months and I wanted a manager. After another call, I was connected to the part owner (owner's son). He did follow up with me on ONE day, but again made no offer to get the furniture and let me order a new set. They were also refusing to replace the toss pillows, even though their bad condition was documented and pictured within days of delivery. Plus, it was in writing that they said they'd replace them. Of course, I sent the owner copies of all e-mails, dated pictures, and history of calls. I have not heard a word from him.
At this point, we just want our furniture, used condition or not. However, I want everyone to know what they're dealing with when it comes to Rose. They get great marks as long as everything goes well, but things really fall apart if there are any problems. Plus, what kind of company charges these kind of prices for used quality furniture. I've learned a lesson.
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