Rothman Furniture Stores Inc

Initial Business Response /* (1000, 5, 2015/06/12) */
We have been in contact with this consumer and believe the matter is resolved to the consumer's satisfaction

We are attaching a copy of our internal records which show the refund check was issued (note the "R" for Refund on June 7th). We mailed the check to the address the Complainant verified with our Customer Care Manager, *** Drive, on June 8th. We had offered to have this check delivered to the store nearest her for her to pick up on June 8th, but she chose to have it mailed by US Mail. We are sorry if the mail is for some reason delayed. She may want to check with her local post office. If the customer would like us to, we can Stop Payment on the original check and re-issue another. Please ask her to call us to let us know if this time she would like to pick the check up at one of our store locations or if she would like us to use the Post Office again

Earlier this week we had already made arrangements with this consumer to rectify the majority of her concerns. Tomorrow we are exchanging the customer's dresser as she has refused service for a sticking drawer. We are also exchanging the footboard, or the entire bed (whatever
it takes to get the best match), as the customer does not like to color of the footboard she previously received. The delivery service (an outside contractor) is sending someone out tomorrow as well to investigate the alleged damage to her entertainment cart. We had initially agreed to exchange the lingerie chest for a regular size chest for the customer, but when the drivers arrived to make the exchange, the customer had severely damaged the top by placing/removing a television set or other heavy object on the top of it. It was not delivered in that condition The customer has since admitted to doing so in a recorded phone conversation with our Regional Sales Manager. The upcharge for the larger piece that the customer had paid has been refunded, so that matter should be closed.We look forward to resolving the other issues the customer has tomorrow

I am very sorry to hear that Ms*** is unhappy with the mattress that she purchased, and while we do value each and everyone of our customers and always try to put their needs first we are not able to make exceptions when it comes to returns mattresses or bedding at all. I did double
check to make sure that the correct mattress that Ms*** ordered was delivered, and we did deliver the mattress that she ordered in the store. I have attached the signed copy of the delivery report showing that she accepted it at the time of delivery. We did explain to Ms*** when she called in that we do understand that the new mattress may be more firm then the one she tried out on the showroom floor as it is a floor model and is laid on daily, and that sometimes they take time to get softer. But the mattress that she ordered and received was a Firm mattress. I hope that Ms*** is able to understand that while we would love to accommodate her we are unable to in this case due to Health and Safety reasons. Once a mattress is in a customers home they are non-returnable. This is something that is gone over in detail at the time of purchase as she stated in her claim

Initial Business Response /* (1000, 5, 2016/03/05) */
We are certainly sorry and understand the customer would be upset if there is a spot on their sofa seat, but it has been in the home for a yearA technician with over years experience inspected the spot and found that this is damage caused
in the home and not a manufacturing defectIt appears something was spilled on the seatIt was not delivered to the home with this spot on it
We will be happy to contact the factory to get pricing on a replacement seat cover for the consumer and see if we can get this repaired for them as inexpensively as possibleWe will provide them with a quote
It will take us a few days to get this information from the factory
Initial Consumer Rebuttal /* (3000, 7, 2016/03/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I notified Rothman before the one year and this is the 2nd sofa they delivered so the date on the original purchase is really about weeks differentWe didn't spill anything on the sofa and was very careful when sitting on it for it was more expensive than other couches that we boughtRothman should stand behind their products and not blame their customers to get out of paying for poor manufacturingThe first sofas was falling apart after only a couple of weeks so in hindsight that was a warning to the BAD quality they sell! I will NOT recommend Rothman to anyone for the products and after care is terrible!

Initial Business Response /* (1000, 6, 2015/09/02) */
We feel this claim is invalid
The customer notified the store of his problems with the furniture as statedHis complaint even states that "they said they would take some where and fix it"Rothman Customer Care called the customer 8/
with a status report on the parts we are waiting for and again told him that we would pick the items up and bring them into our shop for repair
We readily agreed to this consumer's special request, so we are not sure why this complaint was ever filed?
Please reassure this consumer that we plan on standing behind our prior agreement
We respectfully request that this complaint be closed as INVALID

As the customer has documented, each time the consumer has had a problem, Rothman has responded by doing whatever it took to make the matter right. The customer did accept replacement box springs that were delivered today and we are unsure why they would do so if they only wanted to return the
items for refund? The ones sent were a much higher upgrade, provided at Rothman's expense with no upcharge to the customer. The current upholstery they have in their home now is a set that Rothman provided to them as a replacement since the manufacturer was not able to send correct color replacement parts. The set they have now has never had a problem or service, but the consumer has sent us a picture showing that there is a snag in the fabric that was not there at the time of delivery.Rothman will call this consumer to see if we can bring the customer's current concerns to a satisfactory close

I am very sorry to hear that Ms. [redacted] is unhappy with the two chairs that she purchased from our store on 02/05/2017.  It does appear that she purchased two chairs that were floor sample chairs and per our policy our floor samples are "As Is" sales and they come with no in home or manufacturer...

warranty.  We do provide that information to our customers at the time of purchase and we strongly advise that they inspect every inch of the furniture they are taking home with them as it is a floor sample that has been used on our sales floor.  These items are sold at a discounted rate and it the "As Is" No Warranty policy is also printed on the sales ticket and receipt that the customer takes home with them.  In addition, I do not have any sort of documentation that would prove that a sales representative informed Ms. [redacted] what type of material is included with these chairs.  We do have tags that hang off of all of our furniture stating the manufacturer name, the fabric, and material the items are made of as well as cleaning and care instructions for the consumers review at the time of purchase. I have attached re-prints of Ms. [redacted]s receipts for her two chairs showing that they were sold as "AS IS NO SERVICE/FLOOR SAMPLE" chairs. We absolutely care for each and every one of our customers and we strive to provide excellent service to ensure a positive outcome when any issues arrive.  I hope that Ms. [redacted] is able to see that we do try to resolve every individual situation with our customers best interest in mind while following and complying with all Rothman Furniture warranty and return policies.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

We recently filed a complaint on Rothman on here and I told you within the seven allotted days that Rothman had contacted me about my desired resolution. They offered me a full refund but I told you guys I hadnt received my money yet. They now have decided to hold my refund and I don't know why. I was told that I would within two days receive my money but still have not and they have not done done anything with this case.I want my full refund that they are supposed to give me.

When our service technician was out in January of 2016 to inspect these pieces in the customer's home he did discover some problems that required ordering parts to correct.  At that time the loveseat was useable, but the RSF mechanism was hard to close and the LSF mechanism did not stay...

locked closed all of the time.  In addition the filler/padding was coming out of the backs on the loveseat and there was a tear across the back of one of the sofa seat cushions.  When the parts came in and the service technician went back out in March to replace the parts that had been ordered the loveseat was showing extensive damage and it could no longer be serviced in the home.  At this time we are willing to do a one time replacement on the complete loveseat for the customer, and we will send the service technician back out to replace the sofa seat cushion.  Please have the customer contact us at [redacted], option 3 to make arrangements for this.

Complaint: [redacted]
I am rejecting this response because:The sofas did not have "some fabric" issues. The one recliner had to be repaired, the other a spring was broke and the fabric was falling apart. 
The broken recliner was prior to a year and photos prove it was never repaired properly. The Director of Customer Service reviewed all photos and stated a check in the amount of a FULL REFUND was "in the mail" on 6/28/17. We had the furniture picked up on 7/6/17 (their first availability) and we NEVER received the check. After multiple attempts to reach Rothman in regards to never receiving the check, I finally heard from them. That is when they  changed their commitment and stated that partial had to be refunded on a gift card.  How is that possible after they stated the check in the full amount was already in the mail approximately two weeks prior?   My family of five have been sitting on a floor for 20 days now.  Rothman needs to stand behind their commitment which stated I would receive a full refund in the form of a check that was supposedly already put in the mail on July 6, 2017   this is the second living room set that has fallen apart with in a year I have no desire to purchase any other items ever from Rothman furniture   Their director of customer service acknowledged she understood my frustration and that is why she promised a full check refund to my attention 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

I am very aware of the issues Ms. [redacted] has experienced as I have been involved in trying to get her "Special Order" here as quickly as we can, unfortunately we are at the liberty of waiting for the Manufacturer to have it shipped to us as we do not have anymore deliveries coming in from them. ...

This has been explained to Ms. [redacted] several times as well as offering her a full refund if she was not comfortable with continuing to wait for it to arrive.  As she stated in her complaint we have tried to accommodate by offering to cancel her order and give her a full refund to allow her to make her purchase somewhere else so that she may be able to get the furniture she needed sooner.  Again, this is a special order and the customer did sign off on a special work order sheet stating that the she was aware that the product could take longer then quoted.  In addition we did offer Ms. [redacted] $200 off for her inconvenience.  We do value each and every one of our loyal customers and regret when things happen beyond our control, but unfortunately we are not able to offer this furniture for free.  The customer has had an opportunity to cancel with a full refund three times as she stated, and she has chosen to wait.  We will continue to work diligently on trying to get her furniture delivered and assembled just as soon as we have it from the manufacturer. Sincerely,[redacted]Director of Customer Care

We are sorry to hear that Ms. [redacted] is unhappy with her box springs, we did send out certified technician out to inspect it for any manufacturer defects and his report came back to us that he did not find any defects.  He did state that there was a raised wire that he was able to correct, but...

not any manufacturers defect.  Ultimately her mattress and box springs are warrantied through the manufacturer [redacted]. As we told her before we would be happy to give her [redacted]'s warranty contact information so that she may reach out to them in regards to any other issues that she feels are defective. Again, we strive to provide the best customer experience within out abilities, and Ms. [redacted] can absolutely contact the Customer Care department at Rothmans and we will provide her with the warranty department information for the manufacturer.  Thank you, [redacted]

We are sorry for the misunderstanding, but it was explained to her that when goods are returned they are uploaded and checked in at our warehouse the next day.  The warehouse processes the items into our computer system and notifies the accounting department to process the refund on Day 2.  From there it is up to her bank how long it will take to actually show the credit back to her account.  This usually takes 3-5 business days.This refund was processed on our end yesterday as promised.  Proof of the credit has been both emailed and mailed to the consumer yesterday as well.

I have been working diligently with Ms. [redacted]  to get the cushions that she was having some issues with manufacturer defects with in for her.  We did get her all of the cushions she needed, however two of the new cushions all showed some minor errors that we are now getting new...

replacements directly from the manufacturer sent over to insure all new, unwrapped cushions for her.  I have had numerous conversations with Ms. [redacted] and I think that we are in the right direction for full resolution.

We are more than happy to inspect and send to the manufacturer, unfortunately you are in an area that is outside of our serviceable zones.  You did sign the sales ticket acknowledging that you were made aware that this is an out of the area sale and there is NO in home warranty.  If you bring it in to the closest Rothman store to your home we can have it transferred into our warehouse on a transfer truck.

We are attaching photos of the lingerie chest taken at the time of the original delivery when placed inside her home.   We again make the offer to have the top repaired to its best possible condition at no expense to the consumer, but we cannot replace the entire chest.  The manufacturer will not accept it back as this is not a manufacturing defect.We believe all other matters of concern have been fully rectified.  Please have the consumer call our Customer Care Department if she wishes to make a technician appointment at [redacted].

We have left a message for this consumer to contact us to discuss their concerns.  We are awaiting his return call.