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Unsafe Crib Horrible Customer Service Bad Warranty from Romina Furniture

Update by user Jan 12, 2012

Took almost a month but finally Romina delivered the new crib headboard.

Original review posted by user Dec 12, 2011
BOTTOM LINE: This is expensive furniture. You're looking at it because it's supposed to be well made, baby safe, eco friendly and one of the best products out there. BUYER BEWARE! We have found that the quality is not that good (our dresser drawers are squeaking like you wouldn't believe - we've only had the furniture for 15-1/2 months). The back of the crib has a gaping hole because dowels were not put in and glue was not applied so that the crib was held together. I have to be honest, friends of ours bought eco friendly furniture and paid half what we did and their furniture is in beautiful shape. Our furniture is a GIGANTIC disappointment. Romina was a HUMONGOUS disappointment. Their customer service is completely NON-EXISTENT. The person you have to deal with it difficult and unwilling to help in any way, shape or form. If we cause the problem, we'll do what we have to to fix it. If you cause the problem, stand behind your overly expensive product and fix it. Read on if you want the blow-by-blow details. The truth is: I wish we had bought a different brand of furniture and baby #2 will benefit from what we have learned this time around. BUYER BEWARE if you buy from Romina. We ordered a crib in March 2010 and received it in July 2010. In July 2011, our daughter woke up from a nap and stood up in her crib. We have the IMPERIO (the one that is not convertible). She pushed on the large piece of wood on the back (she weighed less than 20 pounds) and the wood came dislodged and she hurt her hand. I know this because I was watching her on the video monitor and ran to her when I heard her screams from being hurt. The Romina crib was not put together correctly. It had no dowels or glue on the large piece of wood making it easy for a 20 pound baby to push on it and dislodge it. The truth is, we're very lucky that she did not fall through the crib since there was a gaping hole that had she not been so good on her feet she would have fallen through and the results would have been much worst. This is where our nightmare began. First, the local dealer that we bought from was out of business (we did not know this when we purchased). This now makes everything completely our problem. I contacted Romina directly and after several days was told I needed to provide pictures. I provided pictures immediately. I was then told I needed to talk to "Vito." Vito is impossible to get a hold of. He never returns calls and is completely unpleasant when you talk to him. Finally, a new headboard was ordered (mind you we had to find a way to fix our crib until the replacement came in). We were told a replacement would be here by the end of August. It did not come in until the beginning of December. The saga continues, we are now told we must pick up the headboard and put it together (we already paid for this). Romina via Vito will not respond to us. The dresser is out of warranty. Quality did not seem to happen for the set of furniture we purchased. It certainly was not worth what we paid for it.
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I've had my Romina Imperio set for my son for almost 2 years now and LOVE it!!! No problems at all.

I'm a very picky person when it comes to quality and very much an organic snob so I knew once I researched that Romina is the brand. I've gone to numerous baby boutiques and open/ shake dresser drawers and Romina have solid ones. You can instantly see the difference. There really is no comparison.

I WILL say though that it is more important to find a reputable store to buy the Romina furniture because when they deliver it, they'll be the ones putting your baby furniture together. So if not properly installed, then you'll have problems as the 2 mentioned. BUT, if you find the right people, Romina is a dream come true. The best out there and I constantly brag about how quiet the drawers are and SAFE for your baby's fingers.

Worth every penny and more! FIND a good baby boutique!!!


I would definitely recommend you NOT buy this furniture unless you feel like throwing your hard earned money down the drain and banging your head against the wall. The fact is it is NOT worth the price tag and god forbid you have a problem with the furniture you will quickly find out the customer service is non existent. For the price tag on this furniture their customer service should be steller. However, the furniture and the customer service rank the same ….HORRIBLY DISAPPOINTING! My horror story is detailed below.

We bought an entire set of Romina furniture (over $5,000.00 worth). Upon delivery there were some issues with the night stand glides. These issues were covered under warranty as I have a 5 year warranty. I had spent over 6 months working with the baby store until they went out of business. This was the only baby store in my state that sold their furniture so I was then unfortunate enough to have to start dealing with Romina directly (specifically Vio). We communicated for well over another 6 months. He kept giving me once excuse after another as to why he could not help me “right now”. One reason is that they had no company “in business” in my state and they had no way to service my warranty issues. They had no procedure in place in case their distributing baby store went out of business which is ridiculous in itself. Vio made me send pictures and kept telling me I Vio is a very rude man. In the emails he would send me he was very rude. He never once treated me or spoke to me as a valued customer. In fact, he did the exact opposite. He insisted on making me jump through a million hoops in regards to the issues I was having. I took pictures and tried fixing it myself several times so that I could explain o He It ended there only because I had to escalate this matter to the president of the company. Granted I never got a response form the president, only more rude emails from Vio, the general manager. Vio, the general manager, was unhelpful to say the least. He was rude throughout our email communications. I ended up waited close to a year for my warranty issues to finally be taken care of.

So, just recently I had baby number 2. Before all this trouble I would have ordered another set of Romina hands down. Quality baby furniture is near impossible to find. We hen you want solid wood there were no other options. Recently, however, Munuire came out with a new line that is solid wood which we did consider. I wanted solid wood so bad I was actually tossing around still buying another set of Romina. The new baby store actually weaseled out a discount for Romina and I just could not bring myself to do it again. Even if they are one of the only makers of solid wood furniture it is just NOT worth it. Ironically, I emailed Romina, during my search for new furniture, about a question on my furniture and to request the free touch up pen that they advertise on their website. I emailed them 3 times with NO response. So, if I deal with Vio he is rude and no helpful. If I email from their website I get NO response. ! After what I went through with this company I would rather my children sleep on the floor than give Romina one more dime of my money.

There was not excuse for the way I was treated and to have to wait so long for them to correct a defective product. Also, if another baby store had not taken over the bankrupt one then I would have likely never had my warranty issues taken care of. They do not have a system in place to take care of warranty issues if there is no authorized dealer in your area. So, god forbid this next baby store does not make it and someone needs a warranty issue taken care of.

Yes their furniture is of higher quality than most baby furniture but their customer service standards and the way they handle their customer leaves room for much improvement. This counteracts the quality of their furniture. I would definitely think twice about buying anything from Romina. We wanted another baby set but will never buy anything from them again after what we went through with our warranty issue. I will also tell anyone who will listen to stay clear of this company. They do not care about their customer’s that is very clear. And for the price you pay for this furniture everyone deserves top-notch customer service.

Buyer Beware!!!! You have been warned!


"absence of occupation is not rest, a mind quite vacant is a mind distressed" William Cowper

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#281134 Review #281134 is a subjective opinion of poster.
Camden, New Jersey

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