We purchased quite a few pieces of furniture from the Happy Valley Room Store. Included in the purchase was a leather sofa and loveseat (touted as their "best quality" and it was the most expensive). After delivery, we noticed in seven days that the leather where we sat was all stretched out (cushions and backs). We took a cushion back to the store to show them how it looked and they insisted on sending a "repair technician". The repair technician told us it was definitely defective (Obviously! What furniture looks like it's ten years old after one week?). The next step was the manager at the Happy Valley store agreed to replace it with the same style/manufacturer. Well, within FOUR days it looked terrible also. Once again they insisted on sending a technician. This technician, unlike the original, was a Room Store employee. He said he could fix it by adding more stuffing. Really? It needs repaired after four days? Clearly, this furniture is defective.
Nobody in upper management will return calls in Customer Service (I'm talking to you, Tim Walters, Director of Customer Relations). We were told today (6/11/14......two months since our purchase) that they WILL NOT let us return this furniture because their return policy is five days. Maybe so but I ask you, would they be happy if this happened to them on day 7? We all know that they could do right by us if they chose to. Instead, we are expected to keep adding stuffing on the cushions from people sitting on it. IF they honor the three year warranty (which I have my doubts based on other reports), after that we will be expected to keep repairing defective furniture at our cost. Let's step up to the plate and do the right thing Room Store!
The Room Store Reviews
We purchased quite a few pieces of furniture from the Happy Valley Room Store. Included in the purchase was a leather sofa and loveseat (touted as their "best quality" and it was the most expensive). After delivery, we noticed in seven days that the leather where we sat was all stretched out (cushions and backs). We took a cushion back to the store to show them how it looked and they insisted on sending a "repair technician". The repair technician told us it was definitely defective (Obviously! What furniture looks like it's ten years old after one week?). The next step was the manager at the Happy Valley store agreed to replace it with the same style/manufacturer. Well, within FOUR days it looked terrible also. Once again they insisted on sending a technician. This technician, unlike the original, was a Room Store employee. He said he could fix it by adding more stuffing. Really? It needs repaired after four days? Clearly, this furniture is defective.
Nobody in upper management will return calls in Customer Service (I'm talking to you, Tim Walters, Director of Customer Relations). We were told today (6/11/14......two months since our purchase) that they WILL NOT let us return this furniture because their return policy is five days. Maybe so but I ask you, would they be happy if this happened to them on day 7? We all know that they could do right by us if they chose to. Instead, we are expected to keep adding stuffing on the cushions from people sitting on it. IF they honor the three year warranty (which I have my doubts based on other reports), after that we will be expected to keep repairing defective furniture at our cost. Let's step up to the plate and do the right thing Room Store!