Carmen Soto

Review of The Roomstore

Horrible do not shop here! As far as the customers...

Horrible do not shop here! As far as the customers service at the store I have never had an issue. My issue comes with the way they handled the warranty. I bought a sleeper sofa with a gel mattress last year and the extended warranty that covered any possible damage. So a couple months ago the sleeper started to sag. We called the warranty people to come check it out. He said they missed a screw when they assembled it and thus it broke. He told my husband that they would most likely have to take it to the "shop" to repair the manufacturer defect. I got a phone call a couple days later from the customers service department stating that the damage was caused by us and so they would not repair the damage. I explained what their tech told my husband and the lady put me on hold them came back and said ok we'll fix it but we'll have to bring it into the "shop". Ok...no big deal right? WRONG! They came and picked up the sleeper part of the sofa with the mattress on 8/10. On 8/22 they bring a completely different couch to our home. My husband tells them that's not my couch I don't want that. The guy says we'll that's all we have. My husband again tells him that is not my couch. So we call customers service the lady says so why didn't you take delivery? Because it wasn't my couch....where is my couch. Her response....we'll have to find it. On 8/24 they come back with our couch BUT it is now torn from not properly wrapping it AND it's missing the mattress! I immediately call customers service while the driver is still here and explain what's going on. The delivery guy says you don't want it? I said no. I asked for his name. Ceasar he says and throws the couch back into the truck and takes off while I'm still on the phone. I get 3 different phone calls asking why I didn't take the couch and they ask me several times so you sure you don't have the couch in your home. This occurs over the next week or so. Then nothing for a while. On 9/12...over a month later. My husband calls customers service again. He asks when we should expect delivery. The lady says I'll have to look into it. She calls back and says well sir we've lost your couch in the warehouse. You'll have to pick out a new couch. What?! How do you lose a couch?! On top of that a sleeper?! So then another lady calls and says you'll need to call and make an appointment for when you're going to pick out your new couch oh and you only have 30 days to do so. So I did as I was instructed. Then I get there of course our couch is no longer available but they have one very similar. And it's the same price on the tag. But corporate has only approved us for half a couch. So we'll have to buy the other half.......at this point I ask for a manager. He says we'll let me see what I can do. So he gets most of it squared away. So I say ok let's get that one. Well.....I still had to pay $195 for a couch that I've already paid $1,595 for. They say the prices are different and corporate didn't cover the full amount. Don't shop there! I'll be glad if this couch last another year but I will not shop there again! Here's to hoping they deliver it on time too!