This is the letter that I sent to the corporate office of The Roomstore: To Whom it May Concern:
I purchased $5,000 worth of furniture from your Westminster Maryland store a couple of months ago. I purchased the stain guard for my sofa, love seat and chair.
On November 11 my daughter spilled juice on the cushion. I tried to get it up with a wet rag without success so I used Bissell upholstery cleaner which I understands voids my warranty. I was not told at the time of purchase that you are not to use anything on the stain except water which I did and it did not work.
I was told by the store manager, Darby, that what they would have done was send me a cleaner in the mail to clean the stain with. I would like to know why they do not give you that cleaner at the time of purchase so you can use it as soon as the stain is put on the furniture, is it so you can keep people's money and void their warranty.
We have had nothing but trouble with this furniture since day one. The furniture had grease all over it when we got it and they brought the wrong love seat. I sent that back and got new. A drawer and knob was broke on my bedroom set so I had to get a new drawer. I did ask for my money back for the stain guard and Darby refused. I have never used that warranty so I think that I at lease deserve to get my money back for the stain guard since I now have to live with a stained sofa for the coming years. This sofa is in my living room where everyone sits and it is very noticeable. I told Darby and I will tell you that over the last few years I have spent thousands of dollars on furniture from your store and I still need some additional but I will never shop at the Roomstore again if this is the kind of customer service you give.
Dawn
Litltestown, Pennsylvania
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