On October 31st, 2010 furniture was purchased from Treasure Rooms in Chesterfield, MO. On December 4, the furniture was inspected for pick up at a warehouse. The warehouse would not let us inspect or open the crib, but we were able to look at the Hutch and Dresser. The hutch was damaged on the bottom corner with a large piece missing. The dresser had numerous scratches and defects. The Warehouse checked and there were two other dressers in stock. We inspected both and they had defects or damage to them as well. There was one dresser that would have worked if they would have let us switch the drawer out from another dresser. We contacted the store and a representative said that they would not let us switch the drawers and they couldn't do anything and would get back with us on Monday, December 6. On Monday, December 6, no one from Treasure Rooms had contacted us. We reported that there was damage to the crib that was discovered once we were able to get it home and inspect it. She asked for pictures to be taken and emailed. She'd stated that they re-ordered the hutch and dresser and it would be in on Monday, December 13. She stated that they would deliver this to our home and come and fix the crib this day as well. On Monday, December 13 no one called from Treasure Rooms. We contacted them and stated that the items would be in on Tuesday, December 14. On Tuesday, December 14, no one from Treasure Rooms called again. We contacted them and the same representative said that they would have to set up delivery and the warehouse would contact us back. The warehouse called on Thursday, December 16 for delivery on Friday, December 17. On Friday, December 17 the warehouse team delivered the hutch and the dresser. The hutch had damage to the right side of the bottom base and the dresser had a large scratch across the top right drawer. We called Treasure Rooms and they stated that they would send someone out to repair the items on Wednesday, December 22.
On Wednesday, December 22, he came to our house and put an overcoat finish on the Hutch and the dresser drawer. He took pictures of the damage as well as stated that he spoke with the manager and that she would have a new drawer ordered and he would bring it back to replace it. My wife was home when the repairman made the repairs. She has had a complicated high-risk pregnancy. He asked her to inspect the work, and she was able to briefly. The chemical overspray they had used was very potent and powerful. The repairman used this spray in the Baby's room and a window had to be opened and fan ventilation because the smell was overpowering. I stated that I would have her husband look at it when he got home since she could not be in the room with the smell that long as it would harm the baby. He'd stated that was fine and to call if there were any problems.
With the holidays and waiting on the room to ventilate, we were not able to fully inspect the work he'd did until Sunday, December 26. We noticed that at the same level at the damage to the hutch, there was overspray that matched the color of the hutch on our freshly, professional painted walls. On Monday, December 27, we called to report this damage. During this phone conversation, the same female representative became very aggressive and hostile on the phone. We asked to speak to the Manager. She came on the phone and said to email pictures. There were three photos sent that day. On Tuesday, December 28, A store associate said that she was not available to speak with us, but they had received the pictures and would contact us back. She called later that day and stated that they cannot fix the damage on the walls, they were not fixing the existing damaged pieces that we had that they promised they would and that they no longer wish to do business with us and don't don't want to talk to us again.
We would like to have the dammage to our house fixed as well as the damage to the product fixed as was promised on December 22, 2010.
Business' Initial Response
Customer received a price concession on her furniture to cover quality issues. She had a service rep call on her to fix other quality issues which she said was fine while service tech was in home.
Later she called about more issues and we stated clearly we would take back the furniture and provide refund. She responded by charging back the credit card to us and is now trying to keep the furniture for free.
We want our furniture back and any help the BBB can provide in expediting this would be welcome as we don't want to go to court.
She can buy her furniture any where she wants and not have to face the problems anymore.
Consumer's Final Response
5/18/2011: I do not want to let things lie. The company damaged my home. The wall damage cannot be simply painted over and needs professional help. I want new drawer that the company promised and paint fixed or a refund to cover cost of fixing wall paint.
5/25/2011: I did not know of the refund offer. The furniture has not been used because I was waiting for issue to be resolved. The baby sleeps in our room.
Business' Final Response
5/18/2011: I did not know whether the consumer had rescinded payment but I would be willing to let hing lie the way they are.
5/25/2011: I believe consumer's husband damaged the wall. The hutch had to be moved after drying. We offered to move it but the husband did it himself. We think the hutch hit the wall and color rubbed off. We are not willing to give any further concessions to consumer. We went to her house to fix furniture issues about four times and gave her a discount because she was unhappy. We had also offered a full refund in exchange for getting the furniture back but consumer did not accept. Now the furniture is used because consumer has had the furniture for months.
6/9/2011: A long time ago we offered to take back the furniture over the phone and give consumer a refund and she refused. We did not damage the wall and will not give her any money for new paint. Consumer asked for roughly $1,500 for new paint, an amount almost equal to the cost of the furniture. We believe consumer is merely looking to get as much money as possible even though we have already discounted the furniture. We will not continue mediation with this consumer about anything.
Hello, I hope you are well. I just wanted to follow up and see the status of this. My daughter just turned 1 and we still have not been able to have her sleep in her crib or use her bedroom furniture waiting for this to be resoloved. We are expecting another baby in May and can't have two babies sleeping in our room. Can you give me an update? Thanks so much.
We never committed to an arbitration meeting and backed out. That is totally false. I would appreciate it if you would remove this statement. ***** ******, President of Treasure Rooms, Chesterfield, Mo.
***** and I spoke at length on the phone about this. We recieved a small adjustment that was based on a special they were running at that time on the furniture, but this was before all the damage. They have yet to make good on their word to fix the damaged drawer and damage to our house. I would be available today to discuss this if you would like.
They never called to offer me a refund or ask me to return the furniture. I found this out by the information the BBB gave me. When I called them about this they were very rude and used profanity. They told me they did not want me as a customer and I should go elsewhere to buy furniture. I have not used this furniture and I am now expecting our 2nd child in 3 months. I have had to purchase 3 bassinets for my 1st child to sleep in. I have not spoken to them in a few months.
To Whom It May Concern:
My husband and I were able to inspect the drawer this morning when my daughter woke up. (It was delivered yesterday during her nap, she didn't wake up till after 4pm, my husband had to work late last night and this morning when she woke up was the first time we were able to look at it)
There is a line that runs down the drawer and then swirls around. It looks as if this was a scratch that was painted over and repaired as the groove of the line is deep. I have attached two pictures. In the pictures the line is right above the break of the dresser and curves towards the right corner of the picture. I can get out a better camera if needed later this afternoon.
Please let me know when a new drawer will be delivered.
12/04/2012: The consumer is not satisfied with the drawer we delivered. The piece is discontinued and we are no longer able to get another drawer. To try to make the consumer happy we are offering a $300 discount for her to keep dresser as is. If accepted we will mail her a check.
12/04/2012: We will put a check for her in the mail today.
12/04/2012: I am not satisfied with drawer and it is my understanding that the manufacturer does have more drawers however since this has been going on for so long I am willing to accept the $300 to close this matter.