I puchased a sofa and chair set, we decided to pick up the furniture ourselves and did so when they arrived at the store. The person that loaded my furniture was not cautious when placing them into my trailer and as a result he damaged two of the chairs. The store promised a re-order with free delivery, however we would have to wait two weeks more. I called the regional manager the following day and explained my disapproval and how unfair this was to us the customer. I must say I was very collected. He told me that he would come up with a solution and called me later that day with an offer to deliver the chairs on thursday (today 1/27/2011). we agreed. The same day the office manager called us and explained we would receive a call on wendsday with details about the time of delivery. I made arrangements to be here by taking the day off from work. Wednesday night I had yet to receive a phone call, I called the store. The regional manager was off, so one of the Store Managers spoke to me and all he offered was to call me on Friday(of course while I am at work). I was very upset and no longer felt collected! So far I have been transferred from person to person at the store as well as the corporate offices. A manager at the sister store tried to help me the best he could but explained that his hands were tied since the furniture itself wasn't even in El paso, a call which could have changed everything. I am at a loss, Lies and deception are a definate part of the stores practices and in my opinion my family is being held hostage by this unethical system!

I purchased a headboard for my 7-year-old daughter n June 2010. As I disassembled the pieces, I realized that a leg to the headboard was missing. I immediately contact customer service who mentioned that it would be shipped and ready in a month which would have been July. Patiently, I waited but after a month and no contact from the company, I contacted them again. This time the customer service reps insisted on calling me back as they attempted to contact the vendor for the piece. After three reps not returning my call, I called back to speak to a member of management. The woman also suggested that she would give me a call back as she attempted to contact the vender. I relayed to her my reluctance due to the history of their reps to not return phone calls. She insisted that she would return my call by the close of the business day. Unsurprisingly, she did not return my call as I called her numerous times after this day to inquire about the status of the needed piece. After the third day, I finally spoke with her and she stated that the furniture would not be available until September 2010. Of course, frustrated, I asked her about any compensation, return fees, or even getting the missing piece from the showroom floor being that my daughter needed the component for her bed. The manager was aggressive in tone and rude as she blatantly said "there is nothing I can do, you will just have to wait." My question to her was, "did I wait to give you my money for the furniture?". She kept repeating the same thing and then making up different reasons on why I couldn't get my money back. The service was terrible and the claim that prices are cut and not corners are beyond false and in fact this claim should be illegal.

Pl ease do not purchase anything from this company. I purchased a living room set in March, 2009 and I keep getting the run-around from them. My sofa, chair and loveseat started to rip at the seams within three months of the original purchase date. I called customer service, they sent out a service technician. The service technician advised me that it was defective material and he would order the arms and legs for my furniture. After four weeks of not hearing anything from them, I called customer service and they told me the legs and arms were ordered. I waited another two weeks and called them back. At that time, customer service advised me that the furniture was discontinued and I would have to do a re-select. It clearly states on their pamphlet that if they can not repair or replace the furniture, they would refund my money. I have made two trips to their store to do a re-select and both times when I arrived, I have been told that their customer service department has not sent over the paperwork they need to do the transaction. I have complained to the Better Business Bureau and The Attorney General's office in MD. I can't get any help from anyone. Also, do not purchase the "NO USE NO LOOSE" fabric protection. They will not apply the money you spent for the fabric protection towards the new purchase. You also will not get a warranty on the re-selection. I have been told from the RoomStore that the warranty covers the original furniture not the re-selection. Plus, if you do a re-select you have to pay for another delivery charge. So if I do a re-select from that store, I have furniture without a warranty, pay another delivery charge and can not have the fabric protection that I already paid for. If I wanted furniture without a warranty, I would buy used furniture. I will not buy a table lamp from this store. I am a leasing consultant for a large apartment complex and everyone who signs a lease with me, I ask them if they are purchasing new furniture for their apartment, when they tell me they are, I show them my paperwork I have from the BBB and Attorney Generals office and tell them to go elsewhere. Since this has happened, I have convinced 9 tenants to purchase furniture from another company. My goal is to make everyone I know and come in contact with not to purchased from RoomStore, which I am suceeding.

We bought a bed in Nov 08 (15 months) with storage drawers on each side.
This month the slats broke which in turn made the drawers get off line.
I went into the Roomstore to inquire about the bed and found out the bed was discontinued in Jun 09. I was given the customer service number, call them and was told a manager would call me back on 2/23. No called so I called on 2/24 and left another message for a manager. Melissa did call me back and told me there was nothing they could do because it was pass the 12 month warranty. She told me to go to Home Depot or Loews and purchase some some wood to fix it. Wow! I paid $750 for broken cheap wood. Amazing - their slogan is customer loyalty! Go figure...NO more Roomstore for me or anyone I talk to!

I bought furniture from The RoomStore. It was damaged when it was delivered. Two months later, they still have our money and the furniture.

PLEASE READ ALL THE WAY TO THE END AND YOU WILL FIND THE BEST WAY TO HANDLE YOUR COMPLAINT.

Have you seen their disclaimer “The warranty is void if they consider that damage was caused by abuse, negligence, or accident etc.?” In this case the damage was caused by abuse, negligence or accident by The Room Store before it was delivered. They fraudulently use they their warranty.

They don’t care!!!

We have tried calling them and they don’t return our calls. Just like everyone else. Now we don’t want to talk to them.

I’m a patient person. I will contact our credit card company. I also think there are more significant issues after reading this list, fraud comes to mind so I will contact The Office of the Attorney General. And then we will see what happens…

And, I happen to have great media contacts nationally which may be more of a problem for them. A few articles and then maybe take out a full page ad beside theirs indicating that they are not reputable.

They hire incompetent customer service reps and they lie. This company is worse than used car dealers. My lawyer is as sharp as a tack. I have more confidence in him to obtain a resolution than I do talking with any of the incompetent employees at The RoomStore.

I’m sure they do get complaints, but to generalize and infer that those of us that have legitimate complaints are liars, and they pocket millions for not following through is a disgrace. The warranty that they use generates hundreds of thousands of dollars for The RoomStore annually and is not worth the paper it is written on.

DO NOT, I REPEAT DO NOT BUY FROM THE ROOMSTORE.

DO NOT, I REPEAT DO NOT APPLY FOR CREDIT FROM THIS COMPANY

This business is preying on you in a bad economy. Some of us can still afford to buy but we don’t want junk and damaged goods for our hard earned dollars.

If you do buy or have bought and have a problem contact your Attorney General. (Google Attorney Generals Office and your state—there are consumer laws with regards to delivery of damaged furniture, credit issues, warranties and just because they say they say they will not refund your money does not mean they are telling the truth and does not mean that it is legal) If they do not follow the law they will be prosecuted and the companies will be fined. There is a recent case in Texas charging National Furniture Liquidators with deceptive trade practices. They will do the work for you and in this case, they are seeking $20, 000 (that will go to the State) for “EACH” violation and they are seeking refunds for all the victims. The Texas AG’s office encourages you to call if you have a complaint 800-252-8011or file a complaint at www.texasattorneygeneral.gov. Also contact all of your State Senators and your United State Senators. The AG’s office and the Senator’s office will let you know specifically what the law is and how to lodge a complaint, Free. The AG will do it for you if the company violates laws and if they have a series of complaints, so send them your complaints. Then you can contact a lawyer if you want. This is the only way to deal with a company that repeatedly uses bad business practices. I’m sure it will be a long time before we see our money but The RoomStore will have a fight. I don’t have the energy to do it so I will put it in the hands of other’s that know how to deal with unscrupulous people with unscrupulous business practices. I actually might enjoy watching the time and money The RoomStore will have to waste, just as I wasted my money buying at The RoomStore and my time trying to resolve this.