My name is Heather and I purchased a couch and a matching chair on March 25. About six months after I purchased the items from the Room Store I noticed that one of the cushions started to rip at the seams where it was connected to the back of the couch. I didn't pay too much attention at first; I then noticed that the other two cushions had ripped in the same place. So now I had three ripped cushions on a couch that was not even a year old.
On February 28th I called the customer care center and explained to them what had happened. The person who I spoke with said that it would take two weeks to get someone out to my home to be able to look at the couch. On March 10, a man did come to my house and took a few pictures of the couch. He told my Mom who was there at the time, that the Room Store would have the new cushions shipped priority to my home and that they would be replaced at my home and it should only take about 2 hours. About 3 to 4 weeks later I received a phone call telling me the cushions had arrived at the warehouse and I needed to set up a time to have the couch picked up as it would take three days to be repaired. This was not a problem for me; the earliest time they could come to pick them up was on April 26. The couch was returned to my home on April 28 and as soon as it was dropped off I saw that the cushions were a completely different color then the couch.
I immediately called the customer care center and they said there was nothing at this point that they could do, they would have to send someone back out to look at it again and take pictures again! After this happened my Mom called and asked if she could speak to the highest person in charge and they transferred her to a man named Nathan who was supposed to be the manager. He was very rude to my Mom and told her an address where we could send the legal papers.By this point my Mom was very upset. She hung up and called back and asked another lady if there was someone above Nathan, she was transferred to Tim Walters voicemail. Both me and my mother have left several voicemails and have never received a call back. This was very upsetting to me that the couch was even delivered back to me with different colored cushions.
Finally on May 25 someone came to my house and took the pictures. I was told that the new cushions were marked to be on a rush and would be there in two weeks. I called on June 6 to find out what the status was on the cushions and I was now told that they were supposed to be in by June 22. As of the June date this whole process will have taken 4 months just for me to get cushions replaced that I strongly feel should not have ripped in the first place considering the age of the couch.
My mother and I have been treated very poorly and have had nothing but disrespect. I am very dissatisfied with the customer service I have received, and I am very angry with this situation. The couch I have is not the couch I purchased, the cushions are the wrong color and do not match. I do not think I was being unreasonable by wanting my couch repaired and also repaired correctly. It seems as though The Room Store does not care about customer service once the sale has been made. My mother has also been a long time customer of the Room Store and is shocked in the way this has been handled. I don't think this was handled professionally, and I do not believe the workmanship or quality of this couch warrants the cost I paid for it.in fact I am not confident that this couch will not rip again and I do not have the time or energy to go through this again. A company of your size should stand behind your products and service that you provide to the public. I would really appreciate a reply and the situation to be rectified as soon as possible.
Heather
Phoenix, Arizona
U.S.A.
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