Business ProfileforRobb & Stucky

Date of purchase: 1/10/2024 Date of delivery: 2/7/2024 Acct # ******** Very disappointing experience purchasing from Robb & Stucky and I can no longer recommend this store. In fact, I would suggest avoiding this chain of furniture stores due to both customer service and product quality issues. I purchased a silk and wool rug from the ******** location that was delivered in February. In March, I spilled water on the rug-just water-blotted the water spots. Imagine my horror the next day, when I saw yellowish brown stains leaching out of the cream rug as it dried. This was a solid cream rugwhere were these colors even coming from?!? We immediately contacted the store for guidance and we were given the name of a local rug cleaning service. When the cleaners heard what the rug was actually made out ofbamboo silk which is also known as silk viscose the cleaners would not touch it. Our salesperson, ***************************, had only stated that this wasnt a rug for high traffic areas, not that it is a rug that will be ruined by any spill, even just water. We expected the store to be as horrified as we were and sent pictures of the rug to the sales and customer service teams. **** stated she was confident that customer service would make it right. Instead, after weeks of slow responses, we were informed by *******************, the customer service manager, that since we had not purchased a special warranty and the damage happened in our home that they took no responsibility for the failure of the product. We were never offered a warranty and I can see now in other reviews that even those who purchased a warranty have been left in a lurch. What is a premium furniture store even doing selling garbage like this?!? Im embarrassed to have been duped by them and hope those reading this can avoid the fruitless hours spent on a customer service process designed to avoid actually helping customers and of course the thousands of $$$ wasted on products that should not even be on the market.