Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/05/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought the sofa 10+ months ago Nov 2021 , 2 identical sofa from Rotmans furniture ********************************************************** ******. When I bought the sofa I was told you have complete 1 year manufacturing warranty, but for the safer side I paid 15% on insurance and got 5 year protection on my complete purchase. Rotmans committed that sofa would deliver to your home and they took $100 delivery charges. When sofa was delivered and opened at my home both the sofa was damaged from both corner and lather were coming out. I told to delivery boy and he took the picture and submitted to Rotmans. After good amount of effort they send another damaged sofa, delivery boy told me they will forcefully trying to give you damaged sofa and you have all right to refuse. Delivery boy helped and took photo and returned without replacing sofa. Later I complaint to Rotmans had word with *** and other store managers in call and in person visits. Every time Rotmans could not provide the same sofa to me. Yesterday they send one service executive who took the sofa with picture broken wood block, leather back side, ******* coming out, handles are going down. Later I got the call from Rotmans (*****) that we do not cover this and we can give you 50% refund to your address. That means you paid 50% only for your sofa. I accepted and told her to refund my insurance money as well which I paid for 5 years. She gave me option for 50% furniture refund and 50% insurance. I accepted 50% refund check on furniture and wanted to have 100% refund money on insurance. ***** mentioned that she will talk to store manager on this. Today morning a different agent (***) called and said she do not care what ***** mentioned about the refund but Rotmans will not fix the sofa and no refund but they will give store credit for 90 days validity for 50% furniture and 100% insurance & that's the only option you have. If you do not take it then go away and do whatever you can. I have proof of all these communications above.

  Business Response

  Date: 10/10/2022

  Rotmans has processed a refund to the customer for 50% of the cost for two sofa's and the full amount of the warranty that was purchased.

  Customer Answer

  Date: 10/16/2022

   
  Complaint: 18170323
  
  I am rejecting this response because: Rotmans called *** confirmed that refund will be issued in 10 days , so far no refund processed or no check received.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 10/21/2022

   
  Better Business Bureau:
  
  BBB was in contact with the consumer who advised us that he did receive his refund check and he is satisfied with the resolution. 
  
  Sincerely,
  
  ***********************