On April 29, 2010 I went into The Room Store located at 3539 W. Northern Ave, in Phoenix, AZ. I was approached by sales associate Michelle, I told her that I was just looking around, I was interested in a living room suite. She showed me around and I found a set that I was kind of interested in. I told her that I wanted to go home and talk to my husband. She told me that in order to get the sales price I had to leave a deposit. I again explained to her that I was just looking, she assured me that I was under no obligation to purchase, that the deposit would just hold the set at the sale price. I put 10% down. She then told me that I would want the warranty on the furniture. She told me that it was only $59.00 and that it covered everything, pet soil, kid soil, blood, kool aid…. She told me that it didn’t matter what stain if any was put on the furniture that it was covered. I gave her my debt card for the 10% down and told her that if she didn’t hear back from me that my husband said no, and that I wasn’t interested in the furniture, and I wanted the 10% put back on my card.

The next day, I received a phone call from the room store telling me that my furniture was ready to be picked up. I was confused because I never called back, my husband had said no we were not going to get the furniture. I went to the store, to see what was going on, I was told to go to the back for the guys to load my furniture. I asked to talk to a manager, and was told again that my furniture was in the back.

I drove around to the back, the guys loaded the furniture told me to sign a receipt, gave me two bottles of cleaner told me to use it on any stain that might get on the furniture, and went back inside.

I drove home angrier than ***, not only had I NOT called Michelle back, my debt card had been charged without my permission, I now had furniture that I didn’t want. I took it home and left it wrapped in the plastic for over two weeks. I didn’t know what I was going to do with the furniture, I had an unauthorized charge on my card, Michelle had went ahead with the sale without my permission. My husband was pissed because the furniture had been purchased when we had both agreed that we were not going to purchase it at this time.

Three weeks had passed, I decided to get rid of my old furniture, and put the new furniture in my formal living room. A couple of days later I received a phone call from The Room Store, I was asked if I had picked up the furniture, I told them that I had, I was then informed that I had not paid for the furniture, I explained to the representative that I was under the impression that Michelle had ran my card without my permission and that I had been called to pick up the furniture. I was told that I needed to pay for the furniture or that criminal charges were going to be filed against me. I was furious. I told her I would drive the 60 miles back to the store to see what was going on. She told me to hang on that she had to talk to the store manager. She came back and said that it was okay with him if I came into the store instead of giving her my card over the phone. How dare they? I had done nothing wrong and now they were accusing me of stealing?????

On the drive to the store, the more I thought about the entire situation the angrier I got. I went into the store just to look, gave them my debt card number for a deposit only, was called to pick up furniture that I didn’t want, then I was called and accused of stealing from the store. When I got to the store I demanded to talk to a manager. I told him what had taken place, he could not of cared less. I told him that I wanted to be reimbursed for gas for the drive to repay for the furniture. He only gave me $50.00 off of my purchase. I decided then that I would never shop at the room store again.

This furniture is sitting in my formal living room, it is not used, due to the furniture being off white, It will be used for entertaining only. Last week my female dog went in heat, she got into my living room, and jumped on the sofa’s getting blood on them, I immediately used the cleaning solution given to me on the stain, the blood came right out, but the area was now bleached from the chemical.

On Tuesday November 23rd, I called the room store and talked to Rose, in the warranty department, I told her what had happened. She wanted to know exactly where the stains were, how big they were, and on what cushions. I told her, I also told her over and over that I had used the cleaning solution given to me by the Room Store, and that the area was bleached whiter than the other areas. She told me that someone would call me within 24 hours.

Today is November 29, 2010, I finally received a call from the Room Store, Elizabeth had called and left a message on my phone, I called her back and left a message for her to return my call. She called back, and informed me that after reviewing my file my claim had been denied, I was stunned. She told me that my sofa’s only needed a cleaning. Really????? She can make that decision without seeing my furniture? She told me that the stains were not covered under the warranty. I told her that I wanted to talk to her manager, she transferred me to Cynthia’s voice mail. I left a message for her to call me back. Seven hours later, I received a voice mail on my phone, Cynthia had left a message that after reviewing my claim it had been denied. Again, my claim was being denied without explanation. I called back, again Elizabeth answered the phone. She was rude and hateful, she informed me that she had transferred my call to her supervisor this morning. I told her that I was calling her supervisor back, I asked why my claim had been denied, I told her again that the solution bleached my furniture, she called me a liar, she told me that she had my claim in front of her and it didn’t state anywhere about the cleaner bleaching my furniture. I told her to talk to Rose, better yet listen to the recorded call, she will hear for herself that I mentioned it to Rose over and over that I used the cleaning solution to clean the stain. Maria started yelling at me that I never mentioned anything about the solution this morning, that everything that I told her this morning was what was on the report. I tried to explain to her that I had no idea what Rose had put on the report because I hadn’t seen the report. I do have witness’s that know for a fact that I mentioned over and over to Rose that the cleaning solution had bleached my furniture. Maria hung up on me. I called back and a man answered the phone, I told him that I wanted to talk to Cynthia, he transferred me to her voice mail. I left a message that there had to be a communication problem, I wasn’t understanding how my claim could be denied and to please call me back asap. I left this message at 4:30pm.

I am furious at how I have been treated. How can anyone make a decision on warranty issue without sending someone out to look at the furniture in person, or sending someone out to take pictures? I looked up the room store online, its amazing the consumer complaints that are listed. Apparently I am not the only customer who has been scammed, or taken on this same issue. I am not willing to take not covered as an answer. I purchased a warranty for this furniture, the chemical that I was given by the room store bleached my couches. I want someone to come out to my house and look at the bleached areas, and I want the couches to be covered by the warranty that I unwillingly purchased when the furniture was charged to my account without my permission. I expect to hear back from the Room Store Corporate office regarding this matter. I have every right to have this furniture covered by the warranty.

After purchasing a sectional sofa with a pull-out bed, 2 recliners, and extended warranty, I found out that the Room Store does not stand behind their product - even with the extended warranty.

One of the recliners did not close properly (less than a year after purchase.) A serviceman came out, was not able to fix the problem, and said his manager would call by Tuesday. When I didnt hear from him after 2 weeks, I called to find out my service ticket had been closed as complete. This began months of trying to get service, no return calls, people being rude, trying to get "Corporate" to return my calls, and total and complete frustration and disgust with this company and the way it does business.

I would never, I repeat, never consider purchasing anything from the Room Store. I wish I had done some online research before buying a poorly made piece of furniture with a customer service attitude that the customer does not matter after the sale.

I had ordered full bedroom and living room set furniture from Rockville, MD Roomstore furniture on May 12, 2010. I was told 90% of the furniture is in stock for next week's delivery before I made the purchase. But after I had made the purchase, the rude manager told me that only about 50% is ready so they will deliever everything around 25th or 26th of May. For whatever reason, the manager at that store is very mean, I didn't even feel like arguing or talking with him for anything. Also, I could not get his name out to write it here either. To avoid that, I just went along with their words. Here comes May 25th going onwards all the way to first week of June, and no furniture came neither any calls to tell me what was going on.I called the store in between many times and I was told they that are very busy and will get back to me soon, but no one ever called me. Then one day, I called and told them I will stay on hold as long as needed because I need to know what is going on with my order. Then some lady who initially picks up the phone every time we call checked upon it, and told me my furniture will be ready by June 14th and delivered sometime after that. I was mad and I told her i am going to cancel my order, this is totally unacceptable. She calls me back within an hour stating everything will be delievered on June 10th. I had no choice to expedite it at that point. I had a get together organized for June 4th weekend, and I had no choice but to rent the furniture and pay $150 for that. Had I received my furniture in time, I would not have wasted $150 in renting. I took a dayoff on June 10th from work and stayed home as they told me the delivery time will be between 10:15-2:15 pm. May 10th comes, and it is 3:00 pm and I have not heard or seen anyone from Roomstore Delivery. There I am again calling the delievery number and upon checking they told me the driver is running late and will be there in another hour or hour and a half. Finally around 4:15 pm they show up and start delievring my furniture. Delievery guys kept on telling me to give them a big tip because I had lot of furnitre. Not only that, I got scratches on furniture which I ignored having no energy to deal with them again taking it back. This gets even worse, they did not fix the knobs for my dresser, side table, and chest, and told me where they were and how will I fix them. I asked them am I supposed to do it, and they confidently said yes you are supposed to fix it yourself. I was shocked!!! I have known friends who also recently bought furniture from cheaper stores and still the store representatives had patiently fixed up the entire furniture for them. It was a shock that roomstore had a big name only and very low customer service standards.

By the time they were done putting everything in my rooms, I noticed two side tables are missing. Delievery boys said they have no idea and that is all they are delievering. They left and I called the delievery number again. I was told side tables were ready last week and somehow the order was changed (Keep in mind I was not notified of this by anyone from my roomstore or their office in general until I figured out myself). The representative did tell me that I should be getting the delivery within next week as tables are ready and status will be updated tonight. Representative also told me my roomstore should be calling me within a day to let me know the new delievery date for the tables. 3 days passed after that and I did not hear from roomstore. I called them and after being put on hold for 15 minutes by one or other department, finally my representative came on line and told me my tables should be ready by June 24th. I was told this by them on June 14th. He also told me he will call me back the very next day and give me final confirmation of my furniture delievery, and IMPORTANT to note, today is June 21st (7 days since he promised to call back) and I have not heard back from anyone. At this time, there is no point of calling either the store or the customer service or anyone else. I am sick and tired, and repenting on my purchase made with them.

Here is why I am tired:

1. First, my initial delievery was delayed two weeks.

2. Second, no one notified me of so until I called and called and finally got hold of someone

3. Third, I took a dayoff for the same as they promised to come earlier part of the day to deliever full furniture. I could have saved my dayoff as I am home by 2:30 anyways. Neither they delievered the full furniture that means next time I plan to have another dayoff per their convenience nor they actually even fixed (knobs on dresser, chest, side table) what they delivered.

4. Fourth, they did not call me about missing pieces and every time I called was given false hope and information.

5. Fifth, every time I was promised to receive a call back, never did in real. I had no choice to call myself because I had paid a big chunk of money to them for my stuff that I almost feel like begging every time I call them to hear an update.

6. They are so inconsiderate to the date (June 21st) I have not heard back from delievery or my store about the missing pieces.

7. Because Roomstore did not keep up with their delivery date promise, 2 weeks after promised date I paid $150 to rent furniture for my planned get together. Who is going to cover for that cost...no one but myself maybe!

I mean does it take a month and a half to prepare two side tables, or do they have to plant a tree first to start making my furniture. Is someone out there from Roomstore who can do anything for me? Until my voice is heard, I will be posting my complaint site to site.

My wife and I purchased furniture in oct2009, couch, coffee table, dining room table and kitchen server. When items were being delivered we were very excited, only to find out that 3 of the 4 items were damaged.

The coffee table had a huge chip on the top corner and you could see that it was just lacquered back on, still clearly visible, not very pretty. The server set in side the cabinet was screwed in poorly so the support wall was splintered and a good size chunk had fallen off. On the dining room table a support brace that goes in between the base of the table was splintered down the center and just hanging.

The delivery guy did not leave the coffee table and said that a repairman would call next day and set up time to come repair the remaining furniture. A few days go by and we do not hear anything so I call the roomstore and inform them that I had received damaged goods and was expecting a call. They said they would call the repair people and I would receive a call back. A couple more days go by and I still didn't here anything, a technician did not come out until after Thanksgiving.

He came, he verified the damages, he took pictures, he informed us that they would be replaced. "Someone will call you tommorow to set up a time for delivery". Days go by and nothing, I feel I'm a patient person, and I would really like to work something out, but it seems the folks at the roomstore do not. I was basically forced to make a complaint to my credit card company, in early December, and have only got a call back just this week, Jan 13, 2010.

Purchased in Oct2009, only contacted in Jan2010 to resolve this issue, the choices given to me were, either deal with it, or send it back. I'm really disappointed and angry about the level of service received. I have wasted days waiting for delivery, for technicians to come and verify damages, time on the phone to ask where is the phone call where is the technician. Buyer beware, 25% success rate of receiving undamaged goods statistically is not very sound.