Roomful Express Outlines Refund Policy

By Jon Delano, KDKA Money Editor

PITTSBURGH (KDKA) — Roomful Express customers like William Connors of Baldwin are very frustrated.

“We made a large purchase. We’re moving into a house and it seems like everything is going down hill at the moment.”

Connors paid $3,600 for furniture he never received.

Gail Armstrong of Irwin canceled her order for a sofa for which she made three payments on layaway.

Roomful Express told her, “No problem. We’ll issue you a credit,” said Armstrong. “We were given confirmation numbers over the phone, said the credits would show up in our bank account in a couple of days.”

She said it didn’t happen.

Pam Mroz of Brookline has tried for weeks to get defective furniture replaced.

“They got their money but they left me holding the bag and paying a bill for furniture that I was not completely satisfied,” she said.

Trying to resolve these cases has been a nightmare.

Everyone seems to get a different story from Roomful Express. Some of that may be because of the suddenness of the bankruptcy, but it certainly leaves everybody feeling more than a little angry.

In a telephone interview with KDKA’s Jon Delano, Roomful Express executive Greg Theobald says everything should be cleared up shortly with new procedures posted on their website.

“We think now, like I said, after we spent the past few days working on these, we should have a more consistency throughout,” he said.

Many customers will also get a letter, says Theobald, outlining what they should do, like calling credit card companies.

“I do know for a fact that they are taking care of the customer and giving those credits back,” he said.

Theobald also says the company wants to do right.

“We don’t want to end our stint in the Pittsburgh market with anything other than the best reputation. Our goal is to try to make as many of our customers whole as we possibly can.”

As for warranties, the manufacturer’s warranty continues on all products purchased at the stores, but the company warranty with special inducements disappears.

Not every situation will get you a full refund either.

The company has just posted a fact sheet on its website designed to answer all the different scenarios customers may confront.

You can find it here.

Comments

One Comment

  1. Aca says:

    Where did you see this^

  2. Mike says:

    Has anyone else tried getting on the roomful express website? It is gone?
    Former employees started their own roomful site to support each other at http://www.roomfulexpressfurniture.net

  3. roomfulofliars says:

    Here is the real deal:

    Roomful deliveries were stopped for Friday Dec 12. You may get deliveries later, or you may not. Roomful is asking that you call their new number at 1-888-
    696-7378. What they don’t tell you is that this new number just dumps you into their regular customer support call center. You will wait on hold, and then it
    asks you to leave a message but you can’t because the mailbox is full. This is just their way of appearing to do something, but they don’t care as they have their money. Third, don’t think for a second that you will get one cent back if you have an order.

    Whatever money they have of yours, go to the store select something for the same price that is IN STOCK and go get it yourself at the Crafton warehouse. At this point you are dealing with individuals that do not care, are losing their jobs and will steal your money and still sleep at night. If you don’t have a truck – beg borrow or rent one! Do not trust them to deliver your order as their delivery company quit, do you want to trust them to get a new one?

    If you thought that Roomful Express Customer Service was bad before, you should see it now. And for anyone considering buying from the liquidation sale, all SALES ARE FINAL so if you get bad furniture, you are stuck with it.

    Here is what you need to do to get action:
    First, CALL SAM IN SALES at (412) 788-0181 and ask for a status update on your order. Leave a message for Sam if he is not in. Do not take no for an answer or tell them why you are calling. Sam will tell you that is not his responsibility, do not believe him. You can call this number on Saturday and Sunday as Sam works weekends.

    Second, call the main corporate office number at 412-444-2300 during the week and dial the following extensions and leave a message. Michael Kuhn, Owner extension 303, Greg, VP Sales 304, Heather Blinkey Delivery Manager 239, Security 301, Leach 233, Warehouse 390. Continuing to call and leave message after message is the best way to get their attention.

    1. Aca says:

      You sound like a scorned person who use to work for the company. You are a foolish to believe that you can get anywhere with those extensions. You do know that Michael Kuhn is no longer with the company right? I think the warehouse guy is done also. What is security going to do for you? Greg seems to be in charge of PR and making statements now. I doubt he has time to answer you since his number can be found on like a dozen sites which will make his phone light up like a Christmas tree.

      As far as All Sales Final. No sh!t, are you kidding me? roomful does not own the company anymore, in 2 months or so, the stores/name/company will no longer exist at all. If you had dealt with liquidation in any way, you would know all sales are final. You also pay more right now then if you were to buy while they had a friends and family deal or a great sales weekend.

      The 888 is a toll free number, that will send you to customer service. That would be called a courtesy. You can call straight, but it still does the same thing. I would imagine they can keep on top of the situation and I would bet they have a skeleton crew running it now. PNC wants the cheapest payroll so they will run with minimum staff.

      If you order from Ashley Furniture, the orders are still getting filled. Call the Ashley headquarters and they will tell you the same thing. Quite making accusations you can’t back. I agree that if you have CASH money down, try and find something to take then.

      It is really rude to know that you think people are looking to steal your money. Or to think that any of the staff sleeps well at night when they are losing their jobs right before Christmas. Again, a foolish thing to say. If you have been laid off before, you would feel for the 500+ people who will be out of jobs (between staff and suppliers, along with delivery guys…)

      Pittsburgh will take a big hit on the revenue tax dollars lost. Looks like last year they paid taxes on almost 90 million dollars worth of merchandise. You will most likely see your taxes go up based on this company alone.

      I tried calling and reaching Sam with no luck. I did get someone who said Sam could no longer be reached. I hope you sleep well at night. Since you come across as a “what you don’t know, can’t hurt you” kind of person. And you don’t seem to know much of anything. It was a waste of my time to read your comment and an even bigger waste that I had to reply.

      1. roomfulofliars says:

        Hey ACA, Sorry if I hit a nerve. Do this: First, CALL SAM IN SALES at (412) 788-0181 and ask for a status update on your order. Second, call the main corporate office number at 412-444-2300 during the week and dial the following extensions and leave a message. Michael Kuhn, Owner extension 303, Greg, VP Sales 304, Heather Blinkey Delivery Manager 239, Security 301, Leach 233, Warehouse 390. Continuing to call and leave message after message is the best way to get their attention.

        If you think I care about the roomful employees you must be kidding me. I feel for the people who now have nothing because of roomful. At the employees get paid for their efforts and not cents on the dollar either.

      2. Aca says:

        Yes, you struck a nerve, because you are what people would call ignorant. If you read my last message, you would see I have done my research. When someone picks up and says Sam can no longer be reached then what should I think? Mike Kuhn is NO LONGER WITH THE COMPANY. What is security going to do for you if you call them? I hate having to repeat myself because you don’t understand.

        So it does not bother you to know that your taxes WILL go up based on this company going out of business. It does not bother you to see the economy get worse. It does not bother you to know that 500 people in Pittsburgh will be without jobs. You are heartless to not see this as a negative for all of Pittsburgh. Contact KDKA, WPXI, or the Attorney Generals office and they will tell you as of now, every incident that has been filed has also been made “whole”. Could this fall apart at any time? YES. Is it working for now. YES. Are there procedures to make sure the public gets their cash money back. Maybe. Depends on a few things and making the right moves.

        You do know that you can get your money back, and quickly if you paid with any type of bank/credit card. I don’t believe that debit cards were even taken at R.E. So those people will get their money back.

        All I can ask is that you do at least some research before putting in your 2 cents. You want to come across as informed, but you seem as misinformed as the news media who calls all of this a Bankruptcy and not receivership. You should just dig right under the surface and you will find all kinds of things like the above statement.

      3. roomfulofliars says:

        Hey Victor, Why don’t you quit crying your eyes out about the 500 employees. I doubt you will find much sympathy.Yes, I know who you are. You work for roomful and are trying to diffuse the situation. How many have you ripped off?

      4. ACA says:

        I have never even heard of a man named Victor. Thus proving my point again. Spreading lies. Not sure where you picked up this information too. Lets just say someone who works closely with the attorney generals office and the liquidation process for this region. ACA are initials which still proves my point of just how foolish a thick headed person such as yourself can be. I will even give you, and my office a hint, first name is ALLEN. If you think someone such as a victor is this prolific and can research, then more power to him. I learned my lesson from GI Joe. Knowing is half the battle. That is a battle you are loosing.

        I doubt the company even has someone named Victor. You are your own special class of a moron. Please don’t allow yourself to procreate. ignorance breeds more ignorance. Good luck in life as I am sure you need all the help you can get. You are such a genius that you can’t even respond to my questions posted twice about the extension.

        Now I am off to work. Unless your Victor works at 4AM too and can check his computer throughout the day for more asinine comments from you.

      5. roomfullofliars says:

        Hey Victor, I’m sorry you are insane. Hey, go ahead and do this:First, CALL SAM IN SALES at (412) 788-0181 and ask for a status update on your order. Second, call the main corporate office number at 412-444-2300 during the week and dial the following extensions and leave a message. Michael Kuhn, Owner extension 303, Greg, VP Sales 304, Heather Blinkey Delivery Manager 239, Security 301, Leach 233, Warehouse 390. Continuing to call and leave message after message is the best way to get their attention.

        You are getting up for work at 4 because you are a sucker. And what does “works closely with the attorney generals office and the liquidation process for this region.” mean? This makes no sense. Or are you trying to threaten me? If so, why not just suck it instead?

      6. ACA says:

        Just because you are a moron who keeps calling me Victor does not prove you know the first thing about anything. You can keep posting the number all you want. Good luck getting through to Kuhn since he no longer works for the company. Or even half that staff. I work with the Attorney General on compliance cases. This being one of them. Which is why I have knowledge that you could not wrap your miniscule brain around. You just keep calling numbers. See where that gets you! I figure you must be this guy named Sam. Trying to make the liquidation company keep you. If enough people ask for you it must make you seem important to them right?

        Again, you don’t see the big picture and problem this will have on the Pittsburgh job market. If you would read the FACTUAL information then you may actually learn something. RoomfulofLiars/VictorsMom I should check you against other comments IP to see how many other names you are running on here to make you feel better about yourself.

      7. roomfullofliars says:

        Actually, you MF’er, calling those numbers got me my furniture. Instead of sitting on hold waiting for a customer support center that would never pick up, I was talking to people and arranging to pick up my furniture, which I successfully did.

        I suggest you check my IP and then go toss off. I don’t care what you do.If you look through your posts you will see who the shady one is. It seems you are the one that was disingenuous about who you were. If the AG office figured out you were name dropping and acting like this on a public forum, I am sure your career would be short lived.

        If I wanted to reach Kuhn, I could call him on his cell phone or at home. If you want to triple dog dare me to post them, just go ahead and call my bluff.

      8. Jessica and Frank Atena says:

        I read through a lot of back anf forth junk between you both. All I can say is that roomfulofliars looks to have half the story and a bunch of phone numbers. I wonder which one colled him back to get his stuff. who has the AcA name dropped? I read like all comments 2 times. I don’t think he mentions a name othr then who you can’t get a hold of.

        As far as you go ACA, you may just want to drop it. this other person will never learn. Most people are too ignorant to take your advise and follow you. One thing I did check on of yours that is not true is that a company called “Compass” took over, not Gordon brothers.

        I went to the store with the cash money I had down. The staff got me something right then. Done deal. I also called all ofg those numbers for 3 days and have not heard back from anyone yet. I think I know which method suggested works better for me since I have stuff now.

      9. Jessica and Frank Atena says:

        Never mind aca, my husband just said he sees where the Gordon brothers work with Compass on these things. I guess your stuff checks out. Frank called Ashely too in North Carolina and they said they were still doing product for express. I think people should listen to the aca guy and if you want a phone number look at roomfulofliars links to phone numbers but not worry with the rest of what he said.

        Also, God bless all of those peoples famlies this Christmas. My husband lost his job a few months back. I know what they will be going through.

      10. ACA says:

        I am going to take advice from the rest of the people who are NOT your IP address and drop it. Just because you are too big a moron to find out I am helping people and you are just trying to get the last word (under 5 different names now. I mean come on). It is a little weird that you are thinking about me in bed at all.

        To Phil, also you. What did I do or say that could possibly be conceived as a scam. I said go to the store and get your stuff. Sounds like a big scam. I wish luck to every employee and every customer. Roughly 6 weeks left open. So take care of your issues sooner rather then later.

    2. ACA says:

      Disingenuous is a big word for someone such as yourself. I am glad this conversation we are having is also an educational lesson for you. Looking up big words and all. Just because I did not want to tell you where work makes me disingenuous then so be it. You have not been very forthcoming yourself Sam. Maybe I just don’t want to deal with some nut job like yourself in person at my place of business.

      Having Kuhn’s cell phone/home phone number and you are saying I am close to him. Why would you not put those numbers on the list with your other numbers? Like Jessica said, Who did I name drop? I am not sure why Sam the employee was waiting on furniture. I believe he was just trying to validate using the numbers he gave.

      I have spent just about all the time I wish to dealing with you. I will attempt to end this now, though I am sure you will come back with some world altering rebuttal that no one can live without. As we all have been hanging on your every word. The wisdom you have provided amazes me to no extent. I call you a what you are because, like everything else I have said, it also is true. You call me a multitude of names under a multitude of created names on here to try and get back at me or make yourself feel special which is what a true goof ball would do. I am glad you have all the answers. I hope you go through life continuing to feel that way. It must be amazing to write something and then just assume what you have written is correct. Please research anything and everything before you post any more junk that no one cares to see.

      1. ACA says:

        Jessica, I am glad you and your husband found my information helpful. I am also glad that someone verified my information and it was found to be accurate. I am sorry for your husbands job loss and I thank you for having some sympathy for everyone also. Now you know, and again, knowing is half the battle. My intent was to stop the madness of This person I feel as Sam also known as Roomfulofliars/VictorsMom/Mrs.Robinson from spreading misinformation and making the public worry more then they have to. It was also to allow the public to make an informed decision on how they wish to handle their situation.

        To get back on topic. at this point, as long as the court order is continued to be met then all is good. The phase out shall go on for an additional 6 weeks (give or take a week on profitability vs. inventory levels). This could change based on quantities of merchandise, or if the structure of management begins to crumble. As product sale down continues the remaining product will be shipped to other and combined with other stores allowing stores to close down 1 by 1 and not all at once. You should soon see prices drop once more on remaining merchandise.

        If you have cash down, go to the store and pick something out you can take with you. It is what I have said from my first post and what a dozen people have said since. If you charged to a Credit Card, dispute the claim. If you were one of the 1/8th of 1% that had your card run as debit, you have the most to loose. Nothing in the court order says you will get compensated if they close the doors. So you debit people most of all need to pick something out as soon as possible. It looks as though very few transactions were run as debit which is why it did not make it into the court order.

      2. roomfulofliars says:

        He ACA, At the end of the day, when the lights are out and you are in bed – Do you feel lonely? Do you feel like a loser? I hope you do.

      3. ACA says:

        I am going to take advice from the rest of the people who are NOT your IP address and drop it. Just because you are too big a moron to find out I am helping people and you are just trying to get the last word (under 5 different names now. I mean come on). It is a little weird that you are thinking about me in bed at all.

        To Phil, also you. What did I do or say that could possibly be conceived as a scam. I said go to the store and get your stuff. I wish luck to every employee and every customer. Roughly 6 weeks left open. So take care of your issues sooner rather then later.

      4. samistheman says:

        Perhaps my name is Sam, perhaps it is not. Perhaps you are jumping to conclusions. It’s somewhat comical to see you invent this whole scenario in your head based on no facts whatsoever. If you think I am Sam and I am doing what you say, go right ahead and do whatever you want to do. However, if you think that being some sort of Jr compliance guy give you the right to threaten people, you are so far out there I don’t know where to begin. So give it your best shot jerkwater. However, if you mess with the bull, you sometimes get the horns.

        So the next time you talk to your law enforcement buddies make sure you ask them this: cream or sugar.

    3. phil says:

      ACA is just trying to scam you all. Call Sam like the original poster said.

      1. Hoffman says:

        Sam is a pee on that works at the point/Robinson. Not sure how he can do anything for anyone.I think he is a Gooben/Guben or Sam Goober. He worked me out a deal on something that “feel off the back of the truck”. I would not trust the guy or anyone who deals with the guy. To recommend him tells me a lot about you.
        Derick Hoffman 2008 Sam customer.

      2. ACA says:

        Sam Guben. Good to know. So you are the guy trying to bully people. Reading a list of phone numbers from the break room on corporate contacts. No wonder you did not know that Mike Kuhn was gone. I feel sorry for you alongside the rest of the staff. You should not blame the company for your job loss. Though if you get fired for theft you can’t get unemployment. You may go to jail as $500 or more is a felony too. I will have to have some people look into this. I would bet his posts and work hours match up perfect to the posts made on here. So Sam who works for the company and is bad mouthing the company at the same time. All while working out illegal deals with customers. Wow, Sam, you are a piece of work. Trying to get people to buy from you. You will not see that commission check either (they may pay it out but they don’t have to). Read the court order. It may amaze you. You may want to stop while you still have the freedom to go online. Being in compliance means I get to talk with law enforcement amongst company officials on a daily basis. This is not a threat, just need to stay in check.

  4. marilyn says:

    I sugest any one who recently purchased warranties to call your credit card company if you charged it and try to have it removed. Im gonna try it tomorrow. My brother ordered 3000 dollars and never got his furniture. he so far has it removed from his card.

  5. steve says:

    My girlfriend put a couch on layaway at RE and has paid 180 some odd dollars on it, but she no longer wants it because of the situtition going on and not sure when RE would be closing and she wasn t going to be picking up the couch until april or may. She decided she wanted her money back and they told her they won t give it back because of the lawsuit or legal status. It sounds like to me we should just go there and pick some stuff out and take it with us. Since it would probably be something she doesn t really want maybe she should get more then then 180 dollars they have of hers and because of this i feel she deserves something a little extra. Especially when they have their prices jacked up so much to begin with. for example I was just in there 1/19/2011 and they had large oreintal rugs there and the sale price was about $5,000 marked down from $20,000 sure they looked nice but i would be willing to bet they have never sold 1 of those rugs for even $10,000 let alone $20,000.

  6. Amy says:

    This whole thread is crazy. Everyone is trying to give advice..whether or not it will work, I don’t know, but I *DO* know that PNC does not/should not keep this money of customers that deserve refunds. I had called the 412-444-2300 number on the advise of the Manager at the roomful express who issued me my credit memo..no answer to any extension ever. SO, I have now filed with the Attorney General–no answer there yet either.
    I am a single mother, of two anticipating a refund of $358.00 for not one, but two beds that were delivered to me without the POSTS..I could NOT put them together..it is impossible. I took them back…
    I cannot buy new beds for my kids until I get this money..its nuts.

  7. sally gohn says:

    i need my furniture fix and i dont have a phone number to get my chair fix and the roomful express in natrona heights closeup i would like to have a phone number so i can get my chair fix and i can not get a hold of anyone i call the number on my bill and it is no longer in service

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