Coast To Coast Executive Search

Complaint:
I am rejecting this response because: RoomPlace has not reached out to me since the day the complaint was filedThat only shows how negligent and lightly they consider trivial issues
Sincerely,
Shebin ***

Upon connecting with our Customer and gaining further clarity, we have approved the claim. The matter has been resolved to our Customer's full satisfactionWe are currently awaiting shipment of the product for an exchange. With much respect and gratitude, The RoomPlace, Customer Care

The RoomPlace was disheartened to learn of the Customer’s concernThe merchandise was delivered on 6/18/The Customer elected the Accidental Plan through a third party provider of service, Guardian At time of purchase, the Customer was given the certificate of coverage
and upon registration, the Customer was emailed the same by Guardian direct which states the eligibility under the Protection plan Accidental stains caused by any food or beverage normally consumed by humans; mold and mildew stains caused by food or beverage spills; accidental stains caused by nail polish, breakage of wood frame or structure or other hard surface from single incident; gouge, heat mark or liquid ring from single incident; accidental breakage of glass or mirror components.Checking, cracking, bubbling, or peeling of finish from a single incidentAny chip or scratch of glass or mirrors and loss of silvering on mirrors. The Customer reached out to me direct, I asked for photos and connected with them on Saturday, 4/15/to gain further clarity on the damage as the original photos were not clearCustomer believes this damage could have been caused by hanging on the drawers as the wood supports holding the drawers in place seemed compromised and chippedThe claim filed with Guardian does not state an accidental occurrence resulting in the breakage In the genuine interest of Customer service, I committed to reviewing option as it relates to possible parts in assisting Customer with their concernThe sale was delivered in and parts may no longer be available however, all efforts will be made to try and obtain if possibleWith Much respect and gratitude, Jasmine ***, VP, Customer Care

The Gift Card was fulfilling the *** Protection Plan under their guidelines and in accordance with what we thought the Customer’s desired resolution was given the time-lapseWe believe ***’s response on parts availability was due to response on the cancelation of the part orderThe part order has been reinstated and is in route*** has cancelled the Gift Card and will proceed with the part replacementThe Customer will receive a call from The RoomPlace by Friday, May 12th to schedule the installation of the partOur apology for any confusionWith Much respect and gratitude, The RoomPlace, Customer care team

The RoomPlace was disheartened to learn of our Customer’s concern and apologize for the transit damage upon deliveryAt times and despite best intentions there may be interruptions however, all efforts are made to expedite the resolution for our valued CustomersOur records indicate the
exchange was completed successful on 3/9/If there are any outstanding concerns with the product, please send a photo via the Revdex.com site for reviewPlease be sure to include picture showing the item in its entirety and a close up of any concernsWith much respect and gratitude, The RoomPlace, Customer Care

We extend our sincere apology for not meeting our Customer’s expectation The slats were not included with the bed We realize this was inconvenient to our valued Customer and would have gladly come out and installed the slats the following delivery dayThe delivery refund has been processed With much respect and gratitude, The RoomPlace Customer Care Team

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 claim Our records indicate that the merchandise in questions was delivered 2/24/The manufacturing warranty expired on 2/24/Please note cushions conforming to use is not covered under the manufacturing warranty as this not a defect in material and or workmanshipWe show no photo on records as it relates to either sets received from CustomerThe RoomPlace, in the genuine interest of Customer service (outside of the warranty guidelines) is happy to order the replacement cushions from the vendor if availableWhat we show on order currently is only the seat casings, not the cores for the Dayton sofaPlease confirm if this is correct or if the cores are needed instead of the casingsDue to the multiple sets, it would be best if Customer can include a picture via the Revdex.com site of what is exactly needed so we can proceed in promptly assist with a resolutionWith much gratitude, The RoomPlace Customer Care team

Complaint: ***
I am rejecting this response because: Please provide my contact information to The RoomPlace as I have not yet been contacted by anyone from The RoomPlace: *** ***
Sincerely,
*** ***

The original delivery date was 1/23/2015, the one year limited manufacturing warranty expired on 1/23/Despite the most sincere intents, The RoomPlace is unable to meet our Customer’s expectationsThe Customer has days from date of single occurrence to file a service with the provider of the extended protection planOur records indicate the Customer has the P1PRP plan, coverage as follows: Coverage For Fabric and Leather Upholstered Furniture Accidental 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.Although, the provider of the extended warranty service does require the Customer of record to open the service call personally, in the genuine interest of Customer service, we would be happy to facilitate where possibleIf Customer can submit photos of the item and the damage via the Revdex.com site, we will be happy to contact the provider to initiate the service review and review all options in assisting our valued CustomerWith much respect, The RoomPlace Customer Care team!

The RoomPlace was saddened to learn of the concernsThe merchandise was delivered in Any and all warranties associated with the merchandise have expiredRegrettably, due to the date of delivery, we have no visibility on the history of claims filed during the warranty period through third
party providers of service however, based on Customer’s recollection there were repairs and or replacements during the warranty duration periodThe RoomPlace in the genuine interest of Customer service upon recently learning of the issue and regardless of the warranty expiry, in an attempt to continue our historic level of Customer service did issue a Gift Card on 12/23/The Gift Card is redeemable at any RoomPlace location, valid for a period of one year with no exclusionsI personally connected with Customer to discuss the concerns and extended the Gift Card which she acceptedWe extend our genuine apology for not meeting our Customer’s expectation as it relates to a full replacement on a purchase however, trust our sincere efforts demonstrate our continued commitment to all of our valued and loyal CustomersWith much respect and gratitude, Jasmine ***, Vice President, Customer Care

Complaint: ***
I am rejecting part of this response because: I have not received a full refund to my *** card for the returned merchandise. Also, three of the dinette chairs were damaged upon receipt, as well as the replacement chairs and no replacement or discount to product has been offered.
Sincerely,
*** ***

There is no discrepancy in the refund issued for the items returned, please refer to the sales receipt as it relates to the entire purchaseThe Mattress set and bedframe were not picked up and are not included in the refund amount, I believe this is where the confusion may be. If not the case, please submit your original receipt and contract and we will be happy to review in detail to ensure no discrepancy between the purchase, return and credit issued to ***Please send via the Revdex.com siteWith much gratitude and respect, The RoomPlace, Customer Care

The RoomPlace was disheartened to learn of our Customer’s issue and perceptionThe merchandise was delivered on 12/26/Our records indicate we dispatched a delivery team to the Customer’s home on 1/17/to replace the slats and the support legs on both the king and queen bedsThe delivery
team indicated that during the delivery process they noticed that the mattress was directly on the slats with no foundation and or Bunkie board for supportCustomer was informed that in order to keep the slats from breaking, they would need to have some sort of support in between the mattress and the slatsCustomer contacted us 4/23/to report broken slats on both beds againWhen asked if she had the proper support on the beds, she indicated no one told her she needed themThe RoomPlace has agreed to do final replacement of the slats provided Customer has the proper support and are waiting for her to return our call to schedule the delivery team to install the slatsNo further exceptions will apply to future slat breakage if proper support is not in placeRegrettably, we are unable to meet the Customer’s expectations for a refund however, our offer stands to replace the slats in a final attempt to assist the Customer with her concernsWith much respect and gratitude, The RoomPlace, Customer Care

Complaint: ***
I am rejecting this response because:
I finanfinanced the furniture from youI have referred many people to you whom made purchasedI have purchased other things from you as wellFrom this day forth though you will not have to worry about me buying something as small as a PILLOWI am very dissatisfied and will not refer anyone else to you and if asked give my honest opinion of how I feel about the lack of customer service I received
Sincerely,
Ranesha ***

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
I appreciate Roomplace calling me, understanding my concern and helping resolve. The Roomplace has offered a replacement mattress that is due to be delivered on March or 18th Thank you Revdex.com for your help in escalating my complaint and helping get it resolved
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I asked weeks ago before this last incident for them to p/u there items and know one did, before my mattress ever showed up, I requested a p/u There were two separate incidents with you guys and yesterday got a call that I have additional furniture on hold??!! what!! just when I think I have gotten all of the ROTTEN thoughts out of my head about this entire processYes, I received a gift card, Thanksbut I would like either some discount off of my current bill and/or a few months of none payment for pain and sufferingRemember as a result of the workers not putting the mattress onto my bed, I had to attempt to do it myself with the help of my year old son and subsequently he lost his balance trying to hold up a KING size mattress to help his mother and fell into my closet, I had to repair that door.
Sincerely,
*** ***

The check refund is now in process following the required closed credit card agreement executed by Customer in accordance with the procedure when the original method of payment cannot be executed as a refund due to the account being closedWe apology for the delay however, in order to proceed,
when the account is closed, do require a signed acknowledgment from Customer to refund in a form of a check verses the original credit card used at time of paymentWith much respect and gratitude, The RoomPlace Customer Care team

The RoomPlace was disheartened to learn of our Customer’s concern and apologize for such a perception. The merchandise was picked up at our Distribution Center in Woodridge, Illinois on 11/23/Our records indicate that the Customer contacted us on 11/to report a defectRegrettably the
pictures provided did no coincide with a defect in material and workmanshipFor 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 claimAt time of pick up, Customers are encouraged to inspect product at the Distribution Center for any visual damages prior to loading into their vehicleOur policies are reflected on The Customer’s sales receipt, Thank You brochure and posted at the Distribution CenterPolicies are as follows: MERCHANDISE DAMAGE We encourage you to inspect your merchandise upon delivery or at the time of pick-upIn the rare occurrence that merchandise arrives damaged, please notify our Customer Care Center by phone at (*** *** within three (3) Days from deliveryArrangements will be made to correct the damage in your home or, at The RoomPlace’s sole discretion and as a one-time remedy, The RoomPlace will replace the damaged furniture with the same or similar merchandiseReports of damage made after three (3) days from time of delivery will not be honored PIINFORMATION Customers who pimerchandise at our Distribution Center are served on a first-come, first-served basisWait times may varyWhether picking up at a store location or at our Distribution Center, please bring your sales receipt, valid picture identification and payment for any balance due on your orderPayment made in a form of a check will require a seven (7) day hold for delivery or pick upMerchandise that is picked up may be in cartons and require assemblyDue to the nature of furniture shipped in cartons, we are unable to unpack cartons or assemble merchandise for youPlease be sure that the size of your vehicle will accommodate the size of the merchandise to be picked upThe RoomPlace is not responsible for loading and tiedown of merchandise or the safe transportation of merchandise to your homeDamage that occurs during loading, unloading or transit is not covered under the warranty, nor can we accept returns on any pickmerchandise The RoomPlace empathizes with our valued Customer and as such would like to helpCustomer can bring the Sofa to our Distribution Center where we will attempt touch up / repairs in the genuine interest of Customer serviceWe are unable to guarantee outcome however will make every effort to repair to our Customer’s satisfaction and an no cost to our CustomerWe ask that the Customer let us know the date she will bring the sofa so that we may make the appropriate arrangements to serviceWe are open Monday through SaturdayWe look forward to a prompt and satisfactory resolution for our valued CustomerBest regards, *** *** Customer Care Operations Manager

The refund was issued in full as committedPlease verify with bank direct as total credits may not have posted yet or are reflected on the statement. If within the next business days, the credits are not posted in full, please send us a copy of the statement so we can reach out to the bank on Customer's behalf and conclude this matterOur sincere apology for the delay in posting the creditsWith much respect and gratitude, The RoomPlace, Customer Care

The RoomPlace was sadden to learn of our Customer’s concern and extend our sincere apology to our valued Customer for not meeting their expectations despite best intentionsThe original order was delivered 3/19/2016, we sent a certified independent technician to the Customer’s home on 9/24/
to inspect the mattress based on Customer’s complaint of the mattress sinking Upon inspection, the technician reported and provided supporting documentation / photos as it relates to the inspection (mattress photo attached with visible stain) which concluded the mattress is not sinking and there is a visible stain in the center of the mattress which voids the warranty provided by the manufacturer as illustrated on the tags and Customer’s sales receiptExclusions 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 are happy to conduct a second (2nd) inspection to ensure no errors in initial measurements upon confirmation from Customer that this stain has been professionally cleaned and is no longer visibleIn order to proceed, we do require an invoice showing the stain has been removed and supporting photos of the entire mattress with no visible stainWith respect and gratitude, The RoomPlace Customer Care team