ComplaintsforRoma Furniture

• Initial Complaint

  13/09/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Dear Sir/Madam, My name is ****** **, and I am writing to seek your assistance in resolving a concerning issue related to a recent purchase of a sofa bed from Roma Furniture store in Coquitlam. In December 2022, I bought a sofa at Roma furniture store. I really liked the style and design. Subsequently, on May 16, 2023, I ordered another sofa of the same style, but this time with a bed included, to serve as a sofa bed in my family room. The sofa bed was delivered to me on July 12, 2023. However I immediately noticed several quality problems: 1. The back of the sofa bed is not properly aligned; it leans forward and does not sit flush against the wall. This results in a noticeable gap between the wall and the sofa when viewed from the side or top. 2. The seats are also leaning forward, with the front of the seats lower than the back, creating an uncomfortable seating experience. On the same day as the delivery, I contacted Roma store to report these issues. I was provided with a contact number for the individual responsible for quality concerns (************). I called him right away and send him photos of the sofa. He told me he would review it and call me back. Unfortunately, I did not receive any communication from him. I called him many times in the following few weeks and each time he cited various *******, including the factory's busy schedule during the summer, and shortage of worker, and ask me to wait for his update, but he never called me back. My last interaction with him was on September 5. He again promised to check with the factory and provide an update. Since that call, I have been unable to reach him and the store. It appears that my calls may have been blocked or ignored. This has been my first experience with such unprofessional business practices, seems like they are ******* ***** **** **. I feel very ********. I am reaching out to you with the hope that you can facilitate a resolution to this matter. Thank you very much! ****** **

• Initial Complaint

  21/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a 2 Seater Love Seat (recliner) and 3 Seater Sofa (recliner) from this Company on July 3/21 for $3,398.00 (incl Tax). We were assured at the time that both Sofa's came with a one year warranty. They delivered the Sofa's to us on Thursday July 8/21 at which point the 3 Seater Sofa's recliner kept coming unplugged and we had to wiggle the wire to make it work, they advised us that it should correct itself, it's just a settling issue as it's new (also the USB ports don't work). It has never corrected itself and will stop working half-way. We then realised that the sofa was bending on either side as though it was coming apart. We went down to the Store to show them the picture on February 27/21 and was told that maybe we'd put on weight and were personally damaging the Sofa and that we must have moved it around a lot. We are not large people and the sofa has not moved since it was put in place. We have tried to speak to them at the Store on several occasions and have texted back and forth with the person they say 'owns' the business (this was after many calls that were disconnected, numerous texts, messages, voicemails and calling from a different phone). After nearly a month of being ignored and having to use a 3rd phone, he eventually asked us to go down and choose a replacement sofa, which we did, but there was nothing close to what we wanted other than their Leather Sofa's for which we were more than happy to pay the difference, they refused. They also refused to take the Sofa back even though it's still within the warranty period and refund the amount. All we want at this stage is to return the sofa and to receive a full refund.

  Business response

  28/03/2022

  HI, 

     As per the customer complaint of the recliner sofa and loveseat,they bought from Roma furniture.The sofa set has been misused quite a bit in such a short time. We have sold lots of these sets and have not came through any problem.But ,still after going through the pictures, the customer showed us,we decided to change the set to another set or the same one in the same price range.They came to the store and we told them,there is no refund and our all sales are final as stated on our sales order.Still that option is still available and they can go to the store any time   Thanks

  Customer response

  30/03/2022

  
  Complaint: ********
  
  I am rejecting this response because:

   

  Hello,

  
  

  We have never misused the sofa as it has never been moved since we received it but if that's how the wish to justify the poor quality of the sofa then so be it.

  
  

  We still, however, do not want to keep such a poor quality piece of furniture. We had visited the store and had decided on two, two seater leather recliner sofas and had offered to pay the difference but they refused, would they be willing to look at this option again? And if so how much more will it cost us?

  
  

  Thank you for your time in helping us reach a resolution.

   

  
  
  Sincerely,
  
  ***** ***

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