Posts
Brian Harsh
The RoomStore
Dear Mr. Harsh
You have really good people working in sales!!
I bought a sofa/Loveseat combo from your Scottsdale Store from Betty Harper on the first week of July 2008.
We first visited several furniture stores throughout the valley and wound up at the RoomStore due to its great pricing and diverse selection of furniture. My wife and I eventually selected items “201232294” and “204232297 sofa/loveseat combination as her choice. Since then we've reconsidered our purchase due to the premature collapse of the seat cushioning and the inherent flaw in the quality of the filling material in the cushions.
Back in the 1990’s in Chicago, I had worked my way through school as a furniture repairman doing contract work for 25 Chicago furniture retailers, and trust me when I say that I know furniture, and materials inside and out. You have a great product but the particular function of our purchase is not suited for our use.
I was told that the RoomStore is willing to send out a repair person to evaluate the “defective cushions.”
I explained to Barbara that the inherent design is the issue and not a particular defect, and to send someone out would only waste both the stores time, and money and it would be unfair to do so as there is nothing short of adding more filling or additional stuffing which over time would produce the same results of sagging and misalignment of the cushioning seats.
I requested an upgrade to possibly the leather Sofa/Loveseat combo and was advised that an additional 25% plus warranty charge would be incurred and it was “impossible” to return after the 3 day contract period.
All my life I've prided myself on being flexible enough to go the extra mile and make changes for the people I've dealt with.....building projects, repairing, owning and operating a franchise, and working with kids (20 years this year!).
Now, I'm told that the possibility to upgrade is set in concrete (even though we have only had the furniture for two weeks now and spend a total of 3 hours a day on it in our home.)
A company as big as The RoomStore surely has the resources to make things happen. (A former CEO once told me, "It's never money that determines whether we can or cannot do something. It's priorities and flexibility......if we decide we want to do something, we do it.")
I have lived by the same philosophy all my life. When I bought my 2nd furniture set this year, I went through many stores in the valley, and wound up at the RoomStore because of their quality and reputation. I was able to accomplish this in spite of so many choices
in furniture by taking the blinders off and being open to changes. I have never expected less from myself or the people I deal with.
It's been explained that an upgrade and exchange is next to impossible. I live by the adage that nothing is impossible. (I can't relate to "impossible"....I've had no experience with that kind of thinking). I am requesting that you consider being flexible enough to put in the change order necessary (with the owners if need be).
Please consider letting us exchange our brand new sofa/loveseat combo for a higher end piece such as leather or something comparable. I know it's not an impossibility.....it's just a matter of priorities, flexibility, and then deciding to go the extra mile and making it happen.
Thank you in advance for your consideration in this manner,
Raymond Michaels
P.S.
(I'm looking forward to living with your beautiful furniture in not only this home but my next!!)
The RoomStore
Dear Mr. Harsh
You have really good people working in sales!!
I bought a sofa/Loveseat combo from your Scottsdale Store from Betty Harper on the first week of July 2008.
We first visited several furniture stores throughout the valley and wound up at the RoomStore due to its great pricing and diverse selection of furniture. My wife and I eventually selected items “201232294” and “204232297 sofa/loveseat combination as her choice. Since then we've reconsidered our purchase due to the premature collapse of the seat cushioning and the inherent flaw in the quality of the filling material in the cushions.
Back in the 1990’s in Chicago, I had worked my way through school as a furniture repairman doing contract work for 25 Chicago furniture retailers, and trust me when I say that I know furniture, and materials inside and out. You have a great product but the particular function of our purchase is not suited for our use.
I was told that the RoomStore is willing to send out a repair person to evaluate the “defective cushions.”
I explained to Barbara that the inherent design is the issue and not a particular defect, and to send someone out would only waste both the stores time, and money and it would be unfair to do so as there is nothing short of adding more filling or additional stuffing which over time would produce the same results of sagging and misalignment of the cushioning seats.
I requested an upgrade to possibly the leather Sofa/Loveseat combo and was advised that an additional 25% plus warranty charge would be incurred and it was “impossible” to return after the 3 day contract period.
All my life I've prided myself on being flexible enough to go the extra mile and make changes for the people I've dealt with.....building projects, repairing, owning and operating a franchise, and working with kids (20 years this year!).
Now, I'm told that the possibility to upgrade is set in concrete (even though we have only had the furniture for two weeks now and spend a total of 3 hours a day on it in our home.)
A company as big as The RoomStore surely has the resources to make things happen. (A former CEO once told me, "It's never money that determines whether we can or cannot do something. It's priorities and flexibility......if we decide we want to do something, we do it.")
I have lived by the same philosophy all my life. When I bought my 2nd furniture set this year, I went through many stores in the valley, and wound up at the RoomStore because of their quality and reputation. I was able to accomplish this in spite of so many choices
in furniture by taking the blinders off and being open to changes. I have never expected less from myself or the people I deal with.
It's been explained that an upgrade and exchange is next to impossible. I live by the adage that nothing is impossible. (I can't relate to "impossible"....I've had no experience with that kind of thinking). I am requesting that you consider being flexible enough to put in the change order necessary (with the owners if need be).
Please consider letting us exchange our brand new sofa/loveseat combo for a higher end piece such as leather or something comparable. I know it's not an impossibility.....it's just a matter of priorities, flexibility, and then deciding to go the extra mile and making it happen.
Thank you in advance for your consideration in this manner,
P.S.
(I'm looking forward to living with your beautiful furniture in not only this home but my next!!)
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