Coast To Coast Executive Search

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11020445, and find that this resolution is satisfactory to me Saturday the 23rd or Sunday the 24th is good for service on my recliner Sincerely, Mark ***

Complaint: [redacted] I am rejecting this response because: The couch does not function correctly at allI have showed you the pictures, I explained that just because the couch is not on a wood floor, does not mean that the couch should spread apart the way that it doesIf anything why would The Roomplace not allow us to return the entire couch and get something that function and works correctly, without charging us restocking fees, pick up fees, etcThey state that their service is 100% guarantee, but that is simply not the case hereI will seek Legal Council if they are not willing to return this non-functioning couch Sincerely, Chrissy [redacted]

The RoomPlace was sadden to learn of our Customer’s concern and apologize for such a perception For a period of one (1) year following the date of original delivery or pick-up, The RoomPlace warrants to the original purchaser that merchandise will be free from defects in materials and workmanship under useThis warranty shall apply only if you and the affected item is in our service areaIf The RoomPlace determines that merchandise is defective, The RoomPlace will repair or replace, at its discretion, the affected item only (not the set, suite or collection)If the affected item cannot be repaired or replaced, as determined by The RoomPlace, the Customer can select a new item of equal or lesser value to the original purchase price of the defective itemIf the item chosen is of greater value than the one being replaced, the Customer will be charged the differenceThe reselection period is not to exceed seven (7) days following The RoomPlace’s determination of the claimOur records indicate that the merchandise in questions was delivered 9/12/The manufacturing warranty expired on 9/12/Our records do not show any damages reported to the merchandise prior to March of The Customer did elect the extend protection plan with a third party provider, [redacted] The plan is accidental and requires the incident is reported within days of occurrenceWe are happy to reach out to the provider of service and inquire on the states of the claim and share any other additional information the Customer may be able to provide usPlease submit pictures via the Revdex.com site of the entire sectional in its entirely and a close up of the damageWe look forward to receiving the information and assisting with a resolutionWith much gratitude, The RoomPlace Customer Care team

Complaint: [redacted] I am rejecting this response because: At this point I don’t know if offered solution will fix the defective sectionalTech visit is scheduled for Friday 2/9/ Sincerely, Nina [redacted]

The RoomPlace was saddened to hear of our Customer’s concernThe Customer’s merchandise was delivered 9/3/For a period of one (1) year following the delivery, The RoomPlace warrants to the original purchaser that the merchandise will be free from defects in material and workmanship under useOur records indicate the Customer elected the extended protection plan through a third part provide of service, [redacted] At time of sale, the Customer is given the plan highlights which detail the coverage and exclusionsWe are reviewing the photos submitted and will be in contact with the Customer direct to see what if anything we can do to assist with their concernsWith much respect, The RoomPlace, Customer Care

The RoomPlace extends our genuine apology for the delayThe Customer was given an estimated date based on most up to date transit information on an item not in stock at time of purchaseAlthough very infrequent, at times and despite best intentions, there are unforeseen circumstances that may result in a delay however, Customer is kept informed while all efforts are taken to expedite the deliveryCustomer indicated she is not willing to reselect to an item in stock nor does she want to cancel the order and will wait for the sofa originally reselectedAgain, we are truly sorry for the delay and will do our very best to complete the delivery for our valued Customer timelyWith much respect and gratitude, The RoomPlace, Customer Care

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Jennifer [redacted]

The RoomPlace has issued a refund for the adjustable base and the mattress / foundation as committedWe are happy to review photos of the chairs in question to determine repair or exchangeI have personally attempted to contact the Customer however was unable to leave a message due to “network difficultiesWe extend our sincere apology for the delay in concluding this matter to our Customer’s full satisfaction and look forward to seeing the photos so we may expedite the resolutionWith much respect and gratitude, [redacted] ***, VP of Customer Care

The RoomPlace was very saddened to learn of the Customer’s experience and would very much like to investigate further however, we are unable to find an order number under the name provided for a bedroom purchasePlease provide the order number so we can do a thorough review and explore options in assisting with concernsWe extend our sincere apology for any delay and confusion as this is absolutely not the norm nor our intentionWith much respect and gratitude, The RoomPlace, Customer Care

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, Kimberly ***

Complaint: [redacted] I am rejecting this response because:The RoomPlace expects me to wait a total of months for a repair? That’s appalling customer service! Why can’t The RoomPlace overnight the parts to expedite the repair as I requested from the customer service representative?The resolution is a $Gift Card toward a future purchase at The RoomPlace does not solve the problem with the Recliner and Chaise? I reject the $Gift Card toward a future purchase at The RoomPlace Sincerely, Theyler ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Jean [redacted]

The RoomPlace was disheartened to learn of our Customer’s perception The merchandise was delivered in July of Our records do not indicate any pending claimsCustomer elected to purchase the extended protection plan through a third party provider of service, GuardianAt time of purchase, it is our practice to review at point of sale (prior to the purchase) the warranty guidelines and if elected by Customer, provide the certificate of coverageIn addition, once the warranty is registered with Guardian, the Customer is sent a certificate of coverage by Guardian which clearly details the protection plan requirements and timeframe in which to file a claimOur records indicate the Customer elected to purchase the following warranty:Plan P1PRP – Inclusive coverage for Stain / Structural and Accidental Coverage For Fabric and Leather Upholstered FurnitureAccidental Stains caused by any food or beverage normally consumed by humans; mold and mildew stains caused by food or beverage spills; stains caused by human or pet bodily fluids.Accidental Stains caused by grass, grease, ballpoint pen ink, nail polish, cosmetics, lipstick, crayon, and shoe polish Lipstick, crayon and ballpoint pen ink marks totaling more than inches in length are considered preventable and will not be covered.Accidental rips, cuts, punctures or burns from a single relatable occurrence.Structural or component failure due to residential use that results in the breakage of frames, mechanisms, welds, swivel bases, recliner handles and assembled jointsIncludes component mechanical and electrical failures such as defective motors, massagers, vibrating units and heatersCoverage begins after the manufacturer’s warranty has expired.We have sent an inquiry to Guardian as to the outcome of the claim, upon receipt, and once we have a clear understanding of the issue, we will contact the Customer to see what we can do to further assistBest regards, Joyce [redacted] , Customer Care Operations Manager

The RoomPlace was saddened to hear of our Customer’s concern and apologize for the perceptionThe Customer’s merchandise was delivered 6/16/For a period of one (1) year following the delivery, The RoomPlace warrants to the original purchaser that the merchandise will be free from defects in material and workmanship under use The RoomPlace has extended a one-time voluntary accommodation to the Customer for a reselection, provided there is no other damage to the productCustomer has days to complete the transactionWe are glad to learn the outcome meets with our Customer’s full satisfactionNo further exceptions will apply, and any future claims will need to be administered in accordance with the warranty guidelines With much respect and gratitude, The RoomPlace, Customer Care

The RoomPlace was saddened to learn of our Customer’s concernThe merchandise was delivered 6/26/The limited year manufacturing warranty expired 6/26/2011.The Customer did elect the extended Protection Plan with a third-party provider, [redacted] The plan was valid for years from date of deliveryNo claims filed within the timeframe of either plans on recordIn the genuine interest of Customer service and regardless of ineligibility due to plan expiry from third party providers of service The RoomPlace has reached out to our valued Customer and will send him a RoomPlace Gift Card redeemable at any one of our location for a period of one year with no exclusionsWith much respect and gratitude, [redacted] ***, Vice President, Customer Care

he RoomPlace was sadden to learn of our Customer’s concern and extend our sincere apology to our valued Customer if there was any misunderstanding as it relates to their manufacturer’s warrantyThe original order was delivered 11/23/ An independent technician was sent to the Customer’s home to inspect the mattress based on Customer’s complaint of the mattress sinking Upon inspection, the technician reported and provided supporting documentation / photos which concluded the mattress is within the manufacture’s specifications and no defects detected Exclusions are as follows: Firmness preference of the productbody impression(s) of 1/inches or less in all sleeping areasBed Height Cover (fabric) Bent border wires Burns, stains or soils Mattress not used with a firm, supportive rigid non-yielding foundation Merchandise sold "as is" "distressed" or "floor model" We will conduct a second review and proceed within the warranty guidelinesWith much respect and gratitude, The RoomPlace Customer Care ll us why here

The RoomPlace was disheartened to learn of our Customer’s concern and apologize for such a perception For a period of one (1) year following the date of original delivery or pick-up, The RoomPlace warrants to the original purchaser that merchandise will be free from defects in materials and workmanship under useThis warranty shall apply only if you and the affected item is in our service areaIf The RoomPlace determines that merchandise is defective, The RoomPlace will repair or replace, at its discretion, the affected item only (not the set, suite or collection)If the affected item cannot be repaired or replaced, as determined by The RoomPlace, the Customer can select a new item of equal or lesser value to the original purchase price of the defective itemIf the item chosen is of greater value than the one being replaced, the Customer will be charged the differenceThe reselection period is not to exceed seven (7) days following The RoomPlace’s determination of the claim Our records indicate that the merchandise in questions was delivered 1/25/To date, we show no issues reported on file by CustomerWe will reach out in hopes of better understanding the concern, obtain pictures and see how we can assist in the genuine inters of Customer serviceBest regards, [redacted] Customer Care Operations Manager

The RoomPlace was disheartened to learn of the Customer’s perceptionUpon learning of the concern, our General Manager of the store reached out personally to offer her genuine apology and assistanceCustomer was gracious to accept and has since visited the showroom and reselectedThe delivery was completed on Tuesday 4/With much gratitude, [redacted] , Customer Care Operations Manager

The RoomPlace was sadden to learn of our Customer’s perception and concernThe refund for $is in processWe apology if at any point we did not meet our valued Customer’s expectations despite the most genuine of attemptsWith much respect and gratitude, The RoomPlace Customer Care Team

The RoomPlace extends our sincere apology if at any point we did not meet our Customer’s expectation despite the most genuine intentionsWe have reviewed the Customer’s order and the total is $We also reached out to our Customer who confirms the amount is correctAgain, our apology for any misunderstanding and or miscommunication however, the amount is correctWith much respect and gratitude, The RoomPlace, Customer Care