RoomStore Response

See how they responded to all CX Complaints: click here and search for RoomStore.

To: CX
From: RoomStore
About: Consumer Complaint
12/2/2005

Subject: False Statements and Taking Credit Where None is Due

You will probably not post this, but I need to set the record straight.

CX recently took all the credit for helping a customer regarding a defective mattress. Your involvement had NOTHING to do with our decision to resolve the case.

A customer purchased a mattress and box springs from us. The mattress was made by the largest bedding company in America -- a famous brand name. After several months, she complained that the mattress was lumpy. After a furniture technician (not employed by RoomStore) inspected the mattress, he agreed that the mattress was defective. Pursuant to our written warranty, The RoomStore offered to pick up the old mattress and deliver a brand new mattress, all at no cost to the customer. She refused the offer, and instead demanded a cash refund.

She then sued us in Maryland General District Court. After a short trial, the judge agreed that RoomStore was right and he ruled in our favor. On the way out of the courthouse, the customer finally revealed why she refused to allow us the opportunity to honor our warranty -- she had already purchased another mattress from someone else.

Thus, before allowing RoomStore the opportunity to make things right, she simply went out and purchased something else. The customer then filed an appeal of the case she lost. Even though we knew we were right as a matter of law, we decided to resolve the case and be done with it. Your involvement did not influence this decision in any way whatsoever.

As a consumer advocate who professes an interest in integrity and honesty, you should not take credit for something you did not do.

Thank you,


Brian D. Bertonneau
Senior VP and General Counsel
The RoomStore

Home