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| - OMG, I really don't know where to start. We purchased two red leather reclining couches a year ago. They stopped reclining and started falling apart, so we called customer service. They agreed to send someone out, but we had to wait almost 30 days for an appt. The repair person came out just to agree that we did indeed need our couches repaired and he would be back once the parts were in. They called several weeks later to tell me the parts wouldn't be in for 2-3 months. My couches were not even acceptable to sit on at this point. I asked customer service for another option, i.e., loaner couches, etc. She said they were honoring the warranty and there was nothing else they could do. I called the store where we had purchased them from and talked to the store manager (Mark) and he offered a credit for the couches (deducting 25% for wear/tear) so I immediately agreed. We went in the next day and found two replacement couches. Once we paid the difference, we were told one couch could be delivered the next day, but the other couch was about two weeks out. We were also told since this was a "special deal" both of the defective couches had to be returned when the first couch was delivered, leaving me and my family of four with only one small couch. We agreed, but weren't happy about. The delivery man came out and we asked him to call customer service again, and this time they agree to let us hold onto the defective couch until the other one was delivered. The other couch was promised to us before Easter, during the week of 4/13. It did not arrive for delivery until the following week. The night before, they called to confirm a delivery time. We agreed to the time. They showed up earlier without a phone call, we weren't here so they left. I did receive a call from the corporate office later stating the delivery people missed us. I pleaded with her to reschedule for the next day and that it was imperative that we get a call one hour before. No phone call came. But the couches were delivered. The original red leather reclining couches were expensive, but we loved the color. I don't think that the Room Store is selling quality items. If they did, both couches would not have fell apart to the point of not being able to operate them after only one short year. I took the replacement couches because it was less expensive than buying two brand new couches. However, when it's time to replace them, which I'm sure will be soon, I will not be returning to the Room Store ever again for my furniture needs.
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