I purchased a living room set at the Room Store on 01/15/2010. I was pleased with the service I had up until after I had completed my purchase transaction. I paid in full for my items and was told that my items would be delivered and set up in my home no later than 2 weeks from my date of purchase with a guaranteed date of on or before 02/05/2010. I called on 01/22/2010 to check on the status and was told it would be in early and I would be called by the end of the week to set up a delivery date. I was not contacted and called back on 01/26/10 and was told the order had been pushed out a week (02/02/10.) I once again called at the end of the next week (02/02/10) and was then told it would be another 2 weeks (02/16/2010) but would probably be in much sooner.
After this call I was very frustrated and debated canceling my order since at this time the Room Store had the whole payment for my furniture and was being very unfaithful as to when the furniture would be in my possession. On 02/04/2010 I called and spoke with an assistant manager who told me that if I was unhappy I could simply cancel my order. He seemed to have no sympathy to the fact that I had been misinformed on numerous occasions. I told him I really liked the furniture and would be willing to work with The Room Store to get this issue resolved. At this point I was offered a refund on the delivery cost of $149.00. He refused to work with me anymore than this minimal sum and was not at all apologetic of the way I had been treated. He also informed me that he had no way of guaranteeing I would receive my furniture in the near future. Throughout the whole conversation he continued to put blame on the manufacturer and offered no form of apology. At that point I canceled my order due to the way I had been treated accompanied by the fact that my money had been in possession of The Room Store for over a month with no guarantee of when my furniture would be in my home. My refund was received on 02/12/10.
On 02/15/2010 I placed the same order at another Room Store location and chose the payment option of financing. I informed this location of my past experience and was guaranteed nothing of the sort would occur again. I was told my order would be delivered on or before a two week period, once again I was informed that my furniture would probably be in much sooner. On 03/02/10 I had not heard from The Room Store and called to check the status of my order. I was once again told the order had been pushed back and would be in before 03/21/2010. The assistant manager Steve guaranteed me this would be the latest and that he really doubted it would take this long. At this point he refunded my $149.00 delivery charge. On 03/10/2010 I still had not heard any news on my order and called and was informed my order was supposed to come in that day but had not so I should expect it to be in the store the next day. I was told to call back the next day and check on the status. I called 2 days later 03/12/2010 and was once again told the order was not there and had been pushed out.
I called once again that week and spoke with the store manager. I acquired as to when the last order had been received for this particular piece of furniture and was told that an order had not been received since 12/2009. I cannot understand why I was continually informed that the furniture would be in by a certain date (and most likely before) if this piece had not been received for months. I once again called The Room Store the following week and was told that my order had yet again been pushed out and the store had received an email stating the sectional would be in the following week (03/29/2010.) Again I called the store on 03/30/2010 and was told the order had been pushed out once again to 04/05/2010. I then called the store on 04/06/2010 and was told my order had been pushed out until 04/09/2010. Today is 04/09/2010 and I still have not heard anything.

Spent $2400.00 on a sectional sofa and in the 15 months we've had it we've had to call them out 3 times and was about to call out a 4th time. The toggles that you pull to recline the ends of the 2 sofas we bought keep snapping off. It's such a design flaw that the repair tech ordered "EXTRA" parts because he said they are having to repair these often. Now I have a $2400.00 sectional and extra parts. How many times is too many? Each toggle (there are 4) has broken off at least once. If this was a car I'd sue for my money back under the lemon law but now I'm stuck with cruddy furniture that keeps breaking or I can go "re-select" and get stuck with more cruddy furniture from them when the right thing to do would be to get my money refunded (since it's a design flaw) and take my business elsewhere. DO NOT spend your hard earned dollars at The Roomstore!

When it comes to stains, The RoomStore's 5-Year Furniture Protection and Extended Warranty Plan covers visual stains only. If you have a smell that goes along with that stain, be ready for a foul surprise and some stinky customer service.

Tim, a customer service manager, reported The RoomStore NEVER COVERS CLAIMS REGARDING ODORS...even if the odor is a result of an accident otherwise covered in the warranty. For example, Tim informed me pet urine may be cleaned under the warranty, but if a urine odor remains after the visual stain is removed it'll become your new "welcome home" smell as far as The RoomStore is concerned. Odor simply will not be remedied, no ifs, ands, or buts.

Accidental food and beverage smell? Now you can ruminate in last month's garlic marinara stench for many months to come! Human urine or stomach fluid smell? Cozy up to the aromatic plumes of wafting urea and vomit reminiscent of truck stop bathrooms and grade school hallways after a mystery meat Friday! Did your pet get sick or urinate on your new furniture? Now you can invite friends and family over to relax in the pungent notes of dog park! All this, courtesy of The RoomStore and its stinky warranty plan.

The RoomStore justifies this policy through its following warranty exclusion (of which there are 18 in total): "...anything not specifically mentioned in this Protection Plan." Because the letters o-d-o-r are not specifically strung together within the text of the plan, The RoomStore does not consider odor to be a coverable damage. As a result, you're likely to be left stain-free but very smelly after trying to make a claim with The RoomStore. When it comes to purchasing furniture (and its warranties), you'd be well served to turn your nose up at The RoomStore and make your way to one of its many competitors.

Where do I begin...We purchased a leather living room set in Nov 2007. Upon delivery, one of our end tables was damaged on top. We contacted the Roomstore and there was a lot of loop holes...first the repair man came out and repaired it. Of course, we were not satisfied since we paid for a new table not a repaired table. He told us that we would have to wait for him to leave and contact the Roomstore again to let them know we were not satisfied. Contacted them again, they offered only a $25 discount off of a $200 table. We were not satisfied so they sent the repair out again. This time he came out and looked at it. We had to contact them again to let them know were not satisfied with it and finally they sent us a new one. Which when we received it, the lid did not work right. I decided to live with this. Four months later, the color started coming off of our leather couches...everywhere our skin touched...great quality. Again we contacted The Roomstore. Less loop holes, the guy came out and said it was a defect and that he would recommend a reselection. Went to the Roomstore, picked out new set (they were nice enough to take the tables too since they wouldn't match anything). Picked out the new set and they refunded us for the old set. They wanted to charge us for delivery of the new set and after arguing with them, they decided to give us a $99 credit toward the new delivery. Next, there were problems with billing. We had to contact them several times to have it fixed. They somehow excluded our deposit amount. Finally that was fixed. Now with both sets, we purchased a $186 warranty. This was not a general warranty for the product. This was a warranty to protect the leather from accidents such as a pen hole, fingernail polish, etc. We noticed that they did not refund us this money from the old set. After about 6 months of contacting the store and them giving us the run-around, they said we used this warranty when we 'returned' the first set. Hello, it was a defected couch. Not our fault! My husband and I have been so sick of dealing with them, we just decided to eat the $186. I didn't even mention how much of a headache it was for us to take off from work to meet the service men those many times and the 1 hr. trip to the store for the reselection (we live in the country). What a big mess!!! Not to mention, we noticed on our new tables, the week of delivery, cracks in the wood that had been 'fixed'. Warning, don't go there!

I purchased a complete bedroom Set from the room store in 7/3/2008. I accepted delivery on 7/30/08. The first week in September my bed broke. I contacted the Room Store & set up an appoint for repair. I was told the 20th of September a repair man would come. When I called to verify on the 19th. I was told no date was made for a repairman to come. I then set up a date for the 27th of September. A repairman did show up & told me he could not repair my bed he needed supplies which he would order & the roomstore would contact me for another repair date. I was contacted the first week in October, and was told the earliest date for repair would be October 13th. I once again agreed. The repairmand did show up & I was told me bed could not be repaired because the foot board appeared to be defective. He told me it looked as if someone tried to fix it by adding brackets to the foot board. The repair guy order me an another foot board, so now I am still waiting for repair. I have been approximately six weeks without a bed. This is the absolute worst experience I have had with furniture. I will never again purchase anything else from this company. I paid for my merchandise in full, and if I purchased with my credit card I would stop payment. I feel as though they really don't care, because they are already paid. There has been no mention of compensation for the fact that I have had no bed for SIX WEEKS!!!