On May 2nd 2007 I put in a warranty claim for a couch that I have. I did buy RoomStores, "5-year furniture protection and Extended Warranty Plan". The recliner handle broke, and the padding on the recliner got minimized to a mere centimeter or so. No worries, I have the warranty right?
The warranty states that an inhome service will be scheduled. On May 2nd when the repair man came to inspect the couch. He stated that this will be an easy fix. 30 minutes max, I can come home on my lunch and he will do it. I was excited.
I was told by their customer service rep that the parts will be ordered and they will come out to my house and fix it within 2 wks. Every week I sent an email to their claims department, no answers? They told me no need to call, email was the best way since it was documented.
Finally I got frustrated and called in July, two months later, and about 2 dozens emails later. I was told that they did not order the parts??? It got overlooked. I almost lost my mind. So I asked what is the solution? They told me they have to re-order the parts (never ordered in the first place) and that it may take several months? Or they gave me an option of having it picked up and taken to thier warehouse about 30 minutes away. I asked do they have the parts in stock. Ofcourse the answer was yes. So I helped the little gal out and put 2 and 2 together for her. I said, "Have the repair guy go the warehouse and pick up the parts and come to the house and fix it!" She put me on hold and said, yup that will be no problem. She scheduled me for an appointment, July 11th —
July 11th roles around. I get a phone call at 10am. Hey were sorry, but we cannot come do the repairs? Why not? Our technician said that its a five hour job? This is the same tech that said it will take 30 minutes and I can come home on my lunch.
—I took all day off just to be told that the couch has to go to the warehouse because the repairs will take over 5 hours? Wow 30 minutes to five hours??? I think someone didnt want to drive all the way out here. They guy even took pictures for God sake. Give me the parts and I will repair it.
Anyways the conclusion is, hopefully they will come out and pick up the couch. I will be left couchless?
I was told that the repairs would be done 2 weeks after May 2nd. Its July 11th and its still broken. I get the run around. One CSR tells you one thing, the other says another.
I do have to admit that Mary (a customer service rep) was very kind and apologetic, but I still didnt get anywhere. I was transferred to Tim (I will withhold his last name) the general manager, it rang 3 times, someone picked up and then slammed the phone down? Thats just not right.
Do some research before you shop at the RoomStore. They glorify their warranty, all it is, is a major run around. Quality is not as good as they state. Buyers beware. I was shocked to find that they have already been fined 105,000 from the better business beauru, and they have several complaints on this site. Go to some ma and pa shop, I'm sure they will respect your business.
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