I purchased a love seat and sofa last year.

In a little over a month of purchase both the sofa and the love-seat started sagging in middle.

I called the customer satisfaction department at the RoomStore to ask them about their warranty repair. The woman I spoke with said this happens occasionally but that it is quite rare for it to happen to two pieces. She proceeded to say they will call to arrange an appointment for an inspector to come out and take a look and get measurements.

They did call within the week to schedule the inspection and within less than a month the inspector came in to check the pieces. He said that this definitely needs to be fixed and proceeded to take his measurements and pictures.

A couple of weeks later the RoomStore called and setup a time for a service technician to come out and repair the sofa and love seat. The service technician was quick to start working, and without even paying attention he opened up the bottom of the sofa from the wrong end and had to put it back together before opening the right side. When he took the bottom off it was immediately clear that the core foam was sagging and defective.

I asked if the core foam should be replaced, but he did not agree proceeded to attempt to fix it by putting a thin piece of foam to even out the sag, while giving me an explanation about "simple physics" as if I was an idiot. He did this on both pieces. While the love seat seemed to be fixed, the sofa still had issues. He only reinforced the middle cushion, which now was extra firm, but the two remaining sides still leaned in towards the middle.

I called again, and explained the current situation and told them they need to resolve the issue with the sofa. They agreed and said they would send the service technician back out to make the necessary repairs and that no inspection would be required. The appointment was made right away for the next upcoming week.

He showed up late for the appointment, and proceeded to say he had to take measurements and photos to get approved before he could do the work and without explaining anything more he left.

A week went by without us hearing a word from the RoomStore, so my husband called to find out. They proceeded to tell him that the inspector's report came back that the sofa was fine and the repairs are fine. He proceeded to tell them that they need to send someone else out to inspect it then, because there is clearly a defect. They immediately agreed to send out an inspector from their company instead of the normal contractors they use, which was scheduled for a few days later.

Two RoomStore inspectors came in and before even getting near the sofa confirmed that it indeed look like it was repaired poorly. They did their full inspection and report and confirmed that the core foam needs replacing and that they will submit their report to get it done.
A couple of days later (10/14/2010), the RoomStore called to confirm what the inspectors said and that they have put in the order for a new core foam for the sofa.


Three months later we are still waiting for the part to arrive. I called 4-5 times to check on the status and keep getting the same response that they will call when we get the piece.