Back in December, my fiance and I purchased a brand-new sofa from the Room Store, our first new piece of furniture ever.
In March, we noticed that the seam on one of the cushions was coming undone, leaving a three inch hole in the cushion. We called customer service, who sent a warranty techition to our house. The warranty tech said "yup, that's a hole", and ordered us a new cushion. He said it would take 6-8 weeks for it to arrive. This was on March 22.
May rolls around— still no cushion. The customer support people called us, and said that it would be shipped on May 24, and should be arriving at our house no later than May 31.
June 1st comes and goes. Still no cushion. I call the store, who says that it has been shipped and should be in any day now.
June 12 arrives. STILL no cushion. I'm getting ticked off. I call the store, who does some checking and says that they'll call us back the next day with an update. The next day comes and goes without a phone call. The day after that, I call the store back. Customer service lady is off for the day, and no, nobody else can help me out. I call again the next day, where the customer service lady says that there's been a mix-up with the manufacturer, and that the part will be shipped out no later than June 24.
Today is July 6th. I still don't have my replacement cushion. I called for the umpteenth time today to see what the hell is going on. The customer service lady tells me that I need to be patient and understand that they can't control what the manufacturer does.
I told the lady that I'd be glad to take a cushion off of their floor model until mine comes in. "Ohhhhh no, we can't do THAT! How would we sell the sofa?"
I tell them that I expect my replacement cushion by Friday, and that I suggested that she get in touch with the manufacturer and have them overnight the part to my house, otherwise I'll be contacting an attorney and filing a suit in small claims court to get my money back on the couch. I've already filed a complaint with the BBB.
I'm thinking that next week may be the time to take the cushion up to the store, and stand out front showing it to potential customers as they walk in the door.
Oh, and no, The Room Store does not take returns
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