Coast To Coast Executive Search

Complaint: ***
First they say that complaint days after thats a lie I call the store to speak to the manager the same day they told me that the Manager was not there then I went to the store and spoke Alex the other manager than he call one of the persons that work in the store an he was checking the sofa and he saw a black box and he told me that that was the battery backup but he did not understand why it was not working then he try to get the owners manual but he did not fiend it and I never got the owners manual eitherthen we went again when the general manager was there and spoke with him and he told me when he sow the advertisement that I am right it should have one.Second before I chose this Couches I checked all information in the web side and I sow all the features it had sow I told him thats the one I want and in those features it was a battery backup.Now they want to give me a $dollars gift card when the battery backup costs around $hundred plus each no I will not accept that like I sad if I don't get the battery backup they can have there furniture back
I am rejecting this response because:
Sincerely,
Rosalyn ***

Complaint: ***
I am rejecting this response because: the issue was the terrible customer serviceWhile we were finally able to have the technician fix the issue, it is inexcusable that it should take so long to resolve problemsSimple problemsYour records are incorrect in regards to the acceptance of the cuddlerWe did receive a new cuddler and that ended up being the one that was brokenAgain, the lack of customer service and lack of urgency to resolve issues is unacceptableWe look forward to ending our relationship with The RoomPlace.
Sincerely,
*** ***

The RoomPlace was disheartened to hear of our Customer’s concernThe Customer’s merchandise was delivered 3/29/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 Our records indicate the Customer’s contacted our store in August of as it relates to the damage on the tableA claim was opened under the limited manufacturing warranty guidelines and photos requested of the damageCustomer reported wobblingUpon receipt of the photos, we noticed the table was not in the home but rather outside and top removedWe reached out to the Customer to gain further clarity and learned that the table was moved from the original delivery addressRegrettably, we are unable to proceed with the claim under the warranty guidelines as the product has been moved from the original delivery addressWe are unable to determine the extend or cause of the damage once the product is moved and therefor unable to proceed with a claimWe extend our sincere apology that we are unable to meet our valued Customer’s expectation as it relates to her concern despite most genuine intentions however, we must maintain consistent as it relates to execution on warranty guidelinesWith much respect, The RoomPlace, Customer Care

Complaint: ***
I am rejecting this response because: a $gift card isn't enough for me to replaced two defective sofas. I intend to seek legal remedies for The Roomplace selling defective merchandise and *** *** for manufacturing defective merchandiseLeather lasts longer and I purchased under the impression that I was buying leatherI did not realize that the sofas were not leather until they started cracking and peeling.In any case, The Roomplace can keep the gift cardDue to the way this has been handled, neither I, nor my family will not spend any more of our hard earned money at The Roomplace on their defective, cheap merchandiseNot even a free $
Sincerely,
*** ***

The RoomPlace apologizes if there was any misunderstandingFor clarity, the items listed were part of the original order delivered, the items have been adjusted based on the credit memo which followed however not reflected as this was already generated based on original deliveryThe total charge for the extended warranty was $9/28/15, the $and $were cancelled and included in the refund amounts providedThere is no outstanding credit on the accountIf Customer has any charges not reflected in the explanation, we are happy to further review and ask that she submit the credit card statements which reflect discrepancyWith much respect and credit*** *** Customer Care Operations Manager

I have read the respond from *** *** ***I would like for you to review these same photos that I took into the store and shown *** the sales associate on July 3rd and he stated to me he was sorry about thatHe also inform me that I need to speak with store manger about that and I showed her the pictures as well,I can't remember her name she was pregant and very rude and didnt want to give me info on who I can speak with outside of herThe female manger told me she didn't have the number for me to contact the outside agent, she told me look on my purchase invoice and the info should be on thereI couldn't believe that they was taking me through this when I purchase additional 5yr warranty that I was told it would cover if anything was to happen to my living setThe office manger also stated to me that I was sold a cheap brand of leather furniture and I told her The roomplace didn't charge me a cheap price for the furniture eitherI have tried several times to get this matter resolved and I hope after *** *** being involve we can get this handleI would like for my living room set to be reissued or a full refundI have submitted the photos to the Revdex.com link pertaining to the case of ***Thank you very much

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 original delivery occurred on 9/30/The merchandise was replaced on 10/22/14, different setThe manufacturing warranty expired on 9/30/Customer contacted us past the expiry date, December of If Customer can provide us details as to what is damaged on each piece, when she filed a claim with *** and for what item / damage, we will gladly explore option in assistingPlease provide all the details via the Revdex.com siteWe look forward to hearing back soonBest regards, *** ***, Customer Care Operations Manager

The RoomPlace was disheartened to learn of our Customer's concern and apologize for the perception. I was unable to locate a sale under the name and reached out to the Customer via the phone number provided on the complaintCustomer states that this has been resolved, her set was exchanged
promptly and to her full satisfactionWe are delighted to assistWith Much gratitude, The RoomPlace Customer Care Team

The RoomPlace was disheartened to learn of the concernRegrettably, the order number provided does not coincide with the Customer whose name and address appear on this complaintWe are unable to proceed for further review as a resultWith much respect and gratitude, The RoomPlace, Customer Care

The RoomPlace was saddened to hear of our Customer’s concern and extend our sincere apology for not meeting her expectations despite best intentionsWe do offer a Day Satisfaction Guarantee, details outlined on the sales receiptWe have no documented contact from the Customer as it
relates to the reselection request during the timeframeThe Customer’s merchandise was delivered 4/28/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. Our records indicate service was dispatched in June to inspect and repair the frame of the sectionalThis is the only concern the Customer had at the time and indicated there are no other issues with the sectionalService was successfully completed, frame secured and no other issues raised by Customer as it relates to the frame and or allegation here within of the incidentOur Calls are recorded and there is no such report on fileLast call we show is from 9/13/when the agent spoke with the Customer to confirm which cushions she wanted us to replaced due to the concern of a gap which was initiated via an email to Customer Care in AugustThe photo submitted showing the sectional in its entirety did not show any visible gaps however, in the genuine interest of Customer service we did order replacement cushionsThe cushions were delivered on 10/27/We show no further contact until the receipt of this complaintWe will be happy to review photos showing the item in its entire again to determine if there are any defects in material and or workmanship however, are unable to open a claim and replace product based on preferencePlease submit the photos showing the entire sectional via the Revdex.com site for further consideration under the warranty guidelinesWith much respect and gratitude, The RoomPlace, Customer Care

The RoomPlace was disheartened to learn of our Customer’s damageThe merchandise was delivered on 4/20/in good conditionOur records indicate Customer contacted us on 5/21/to report broken glass / stain after cleaning the tableWe asked for photos of the damage however, based on the
pictures submitted, the damage is not consistent with a defect but rather of an accidental natureThe one year limited warranty does not cover damages not related to a defect resulting from material and or workmanshipWe are happy to review additional photos and re-evaluate the claim eligibilityWe ask that pictures be submitted via the Revdex.com site for further considerationThe Customer did purchase the optional extended protection plan with a third party provider of service, *** and may want to refer to the protection plan coverage and exclusions guidelines for eligibilityWe look forward to receiving the photos and concluding this matter for our valued Customer promptlyWith much respect and gratitude, The RoomPlace, Customer Care

The RoomPlace was disheartened to learn of this concern and extend our sincere apology if there was any delay in processing the credit or misunderstandingThe Customer financed the order with a third party provider, ***We have no access to the Customer’s account due to privacy reasons and
as a general rule / practice do not engage in guidance or direction as it relates to the Customer’s personal accounts with third party providersWe have reached out to *** to better understand the issue and will connect with the Customer with a resolutionWith much respect and gratitude, The RoomPlace, Customer Care

The RoomPlace was disheartened to learn of our Customer’s concern and extend our sincere apology for the delay in fulling the remainder of the order for the nightstands and dresserAt times, despite best efforts, although very infrequent, due to demand, there may be a slight delay however, all
efforts are made to expedite the delivery and keep the Customer informed every step of the wayOur records indicate the remainder of the order has been canceled as of the date of this complaintThe Customer was not charged for the items not deliveredThe financing is through a third party provider of service, *** The statement reflects only delivered merchandise not the backorderIf this is not the case, kindly submit a copy of the statement via the Revdex.com site and we will contact the bankIf we can be of further assistance please let us knowWith much respect and gratitude, The RoomPlace, Customer Care

Regrettably, we were unable to locate the order under the name, address and phone number provided and called the number on the complaintUpon connecting with our Customer, located the original saleThe merchandise was originally delivered in October of to a different address, Customer
moved in June of The one year limited manufacturing warranty expired one year from date of deliveryCustomer filed a claim with the provider of the extended warranty however, it was ineligible for coverageCustomer contact us and The RoomPlace in the genuine interest of Customer service, we offered a $Gift Card and no cost delivery towards a replacementCustomer declined our offer and requested a refund for both bedsRegretfully, we are unable to meet her expectations despite best intentions however, are willing to do a one-time voluntary accommodationThe RoomPlace will fulfill the extended warranty under the terms and conditions of the plan on behalf of the provider and issue a Gift Card to our mutual Customer redeemable at The RoomPlace in the retail amount of the Sleight bed(headboard / footboard / rails) upon acceptance of the resolution by CustomerThe Gift Card will be for $198.98, valid for days from date of issuance under the protection plan guidelinesWe look forward to hearing from our Customer and concluding this matter to what we hope will be her full satisfactionBest regards, The RoomPlace, Customer Care Team

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 11/22/The limited warranty expired 11/22/There were no reported concerns with the merchandise during this timeframeOur records indicate that the Customer emailed us on 5/21/to report peeling and submitted photosRegardless of the expire of the manufacturing warranty on 11/22/2011, and no extended warranty purchased, The RoomPlace in the genuine interest of Customer service has been in contact with our valued Customer and are working towards what we hope will be a favorable resolutionWith much respect, Jasmine ***, Vice President, Customer Care Center

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

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

The RoomPlace extends our genuine apology for the delay in fulfilling the chairs orderAt times and despite best intentions, due to the demand, there may be a delay however, every effort is made to keep the Customer informed while expediting the deliveryThe Customer has elected to wait for the
delivery of the chairs, if this changes, we will revisit options previously provided in hopes of concluding this matter for our valued Customer promptly and favorablyWith much respect and gratitude, The RoomPlace, Customer Care

The RoomPlace was saddened to hear of our Customer’s concernFor 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, ***At time of sale, the Customer is given the plan highlights which detail the coverage and exclusionsUpon registration, *** mails the sameNot sure if the issue the Customer is experiencing is covered under the plan nor if a claim was initiated*** does require the claims be filed direct and within days of occurrenceWe will be happy to forward any photos and contact info to *** on Customer’s behalfPlease send photos via the Revdex.com site if Customer wishes for The RoomPlace to engage ***With much respect, The RoomPlace, Customer Care

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