I purchased and ordered a leather sofa and matching ottoman from The Roomstore September which was delivered just before Thanksgiving. After about a month I noticed white was showing through, and on 12/29/07 called the Roomstore and informed both the salesman and manager of the problem and that I would like to have the sofa picked up and be given a credit. I was told someone would call in a few days to set up an appointment to look at it. Not hearing by the fourth day, I called in the morning and was told someone would call back. No one called back, so I again called, and was given the phone number of the furniture repair company who would be the one to come out and look at the furniture and do a report. There was no answer there, but then later I did talk to a very nice lady at that company, and an appointment was set for January 21.
On January 21st the technician came, took a digital photo, made his report. Before leaving, he advised me to call The Roomstore in two weeks at precisely 10:00 AM. He explained it took that long to process, and a 10:00 AM call would more likely be responded to.
Two weeks later, on 2/4,10:00 AM sharp, I called to get the progress status on the report. As always, the person answering the phone would have to talk to someone and call back. I was surprised that someone did call back that afternoon when I was away, and left a voice mail that they had received the report about the dye coming off and that the tech would need to order parts for the center cushion - and for me to call.
On February 5th, I called Customer Service, and talked to the manager for sometime, concerned that recovering one center attached cushion may not match, plus the white showing through indicated a surface dyed product, which is an overall problem, that would reappear most likely in a short amount of time elsewhere.
My daughter got on the phone, and said we wouldn't turn down the repair, but that we wanted the Tech's Report, a copy of Roomstore and the manufacturer's procedural policies in these matters, and a guarantee that there would be a built in solution should the leather repair not match.
The manager said she could fax the report that same day, but she would have to talk to her manager as to what she was allowed to send as far as the manufacturer's policies, and something in 'black and white' that would assure adequate resolution if repair did not work. It was agreed that they would take the required steps and 'replace' the cushion. We asked her to call back after talking to her manager. She did not call back or fax the report. We intended on scheduling an appointment for the repair when she called back.
Today, February 14, ten days later, I called at 10:00 AM sharp to see why the manager hadn't got back with us. The person answering the phone, after being gone awhile, said the manager would review my file and call back in 30 minutes. As expected, she didn't, so I again called, this time she was away from her desk. I told that person I didn't expect a call back.
Meanwhile, I called local leather people to see if they have a remedy, an extra expense I shouldn't have on new furniture. It seems good Customer Service and quality furniture would be more profitable in the long run for The Roomstore. I have to say in all my many years I have never dealt with such poor Customer Service or low quality furniture.
The Customer Service manager did call back today, she acted as if we had never talked. I reminded her of her promises she never kept, and when I could see it was going to be the same-o same-o, I informed her I no longer wanted to deal with them and ended the phone call.
0 comments