Troubleshooter: Furniture Problem

November 8, 2009 9:00:00 PM PST
Teresa Steele says she spent more than two thousand dollars on furniture at Room Store, but she wasn't happy with what she got.She purchased a new couch and coffee table, but says the table arrived damaged. She called, and the store sent a replacement, but it had more damage than the first one.

"I feel when you buy brand new furniture, and the price you pay for it, you should not have to repair brand new furniture," Steele told ABC11 Eyewitness News I-Team Troubleshooter Diane Wilson.

Steele says Room Store did send a technician to her house, but he couldn't repair the furniture and had to order new parts to fix it. While waiting for the repair, Steele says she found even more problems with the furniture.

"Two weeks into having the furniture, the frame broke," she said - referring to the couch.

Steele says she continued to call Room Store customer service as she - by this point - did not want to keep the furniture.

"They didn't propose anything. They kept saying we can't refund money, we can't refund your money," she recalled.

Fed up, Steele called the Troubleshooter. We got in touch with Room Store and it got in touch with Steele right away.

"I'm very, very pleased and I'm so excited," she said.

Room Store offered to let Steele pick out a new set pay the difference. Steele declined that offer since there wasn't another set she liked, and she wanted a refund. Despite being outside the Room Store return policy, it granted her a full refund of more than 23 hundred dollars. Steele is now thankful to Room Store and for calling ABC11.

"I was so excited that Diane helped and she was like the voice that sometimes we all need and she was my voice this time and I thank her for that," she said.

There was even more good news. Room Store also gave Steele a gift card to the store for a future purchase, and Steel said she would shop their again. Room Store also thanked us for giving them an opportunity to prove that Room Store does promote customer loyalty.

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