Don't believe the Warranty hype!!! The Roomstore Cheats you out of your money!!!
We purchased the Savoy Collection from the Roomstore in Waldorf, Maryland on November 24. At that time we were told that the furniture would arrive in about 7 - 14 business days, which was fine we really wanted it before the Christmas holiday. During the first week of December I called because I had not received my order, I spoke with the Assistant Manager Cartess Jacobs. Her tone indicated clearly indicated that she did not want to be bothered with looking up anything, I actually heard her sigh.
When I started to explain to her what was going on, she responded like a disrespectful teen. "uhuh", "uhuh", then she told me that my lamps were in, but not the rest of the furniture, and it was on back order, and that she did not know when it would arrive.
I waited I called my salesman the following week, he tried to look it up, but was limited by the computer access to what information he could give me. He referred me back to Cartess, she again answered the phone like she did not want to be at work, and said "I don't know when the furniture will be in the warehouse" and offered no other words of concern or anything that would make a customer understand what could be the hold up. Needless to say this went on until the second week of January. But there is more, after Cartess told me that my lamps were the only items that were here, she then told me in January that all my other furniture was here except the lamps! How could that be. Cartess' explanation "I don't know".
We purchused fabric protection, and an extended warranty. At the end of August I noticed that the pillows started to unravel, we called customer service, they came out looked at the pillows and also noticed that there was a board broken in the loveseat. We never notice the board because it is located under the fabric of the chair. He said that by the location, and the type break it was, more than likely it was broken during delivery. The following week we received a call from customer service saying that they were going to send new pillows and a new loveseat, then on September 10 we receive another call saying the furniture was no longer offered by the RoomStore and that we would have to make a reselection.
Here is the big scam - You know the deal at the roomstore, if you purchase the group you get a discount. O.K. Our group purchase came to $2444.00
If we had purchased our sofa separately the cost would have been $899.00 for the sofa, and $869.00 for the loveseat a total of $1768.00, However, we purchased the group. I expected to be able to select a sofa and loveseat from a group that was $2400.00, since that is what I paid and the warranty states "Should RoomStore determine an item is unrepairable, due to unavalabilty of parts, The RoomStore will replace with any similar item from our store of an equivalent value". They (RoomStore) says that I can only reselect a sofa that is $621.47 and a loveseat that is $566.18, because they have to discount the individual pieces, the total they expect me to work with is $1187.65. A difference of $580.35 in value, and then they said I would have to purchase another warranty, and pay for delivery charges. This is not right. Plus, I went into the store, and there are no sofas or loveseat for that price that are equivalent to what I have. And, Cartess told me that I could only use $1187.00 and then turned her back and walked away from us with no other explanation. Total Rip Off. I have not heard from the corporate off yet, I believe that they are all connected to the customer number.
I was hoping for a postive resolution, but after reading other stories, I can see that is not likely. I wish I could just stand in front of the store and warn everyone not to buy from the Roomstore ever!!! I am moving into a new home and wanted to purchase all of my furniture from one place, well it will not be the RoomStore.
And as far as Cartess Jacobs is concerned, if the managers of the RoomStore allow someone as unprofessional, acting, talking, dressing to work as an assistant manager, then maybe customers should not expect the RoomStore to conduct any business with class.
Maria
Upper Marlboro, Maryland
U.S.A.
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