Complaint / Review
The RoomStore
Roomstore - RIPOFF REFUSES to cover ODOR left by urine accident after cleaning under their warranty does not fix the problem!

I purchased a dark brown leather sofa and loveseat from the Roomstore in March. I also bought the 5 year purchase protection plan.

In November, my baby niece was very ill with a kidney infection and had an accident on the sofa (urinated). It soaked into both cushions as well as the bottom of the sofa.

I called the customer service dept and they arranged for their contracted cleaning company to come out 2 weeks later to clean the counch as per the warranty.
After the cleaning solution dried, the urine odor was still very strong - filling the living room. I contacted the Roomstore again so that the couch could be either cleaned again, or to have the foam core cushions replaced as they were STILL stained and full of the odor!
They refused, telling me that the warranty "covers stains but not odor!"... I rebuttaled, saying that the foam IS in fact stained with urine. They told me that since the stain is not "visible" that it is not covered. I was appalled!

My house smells like urine, and nowhere in the warranty did I find that ODOR is not covered.

I called Tim Walters who immediately raised his voice to me, spoke to me in a very condescending tone, and was very rude, despite the fact that I was calm and only tried to get the issue resolved. When I asked for president Danny Selznik's phone number, he refused to give it to me, saying that he "speaks for him". I got the address to write to him instead.
I faxed the warranty to a lawyer today for review, and as per his advice, he agreed with me that he could find nowhere in the contract that the Roomstore would not be liable for the repair/replacement of the sofa. The contract states that it covers human urine stains... It does not specify whether they have to be "visible" or not! (hence they should replace the stained foam core).
My lawyer is writing a letter to the president of the company to attempt to resolve this issue without dragging the BBB or Attorney General's Office into this.
I just want my couch to be odor free!!!
I will return here and update as needed.