Coast To Coast Executive Search

The RoomPlace empathizes with our Customer and are truly sorry to hear of the concern and the perception. The order delivered on April 11, 2015. The financing is with a third party provider of credit, [redacted] bank. The Credit Card Agreement provided upon enrollment and time of purchase clearly...

outlines the finance terms of the account. In addition, [redacted] bank mails the account holder all of the same (similar, if not exactly the same as an issuing bank of a [redacted] would). The monthly statement sent by the bank monthly reflects the terms of the plan and the date in which payment in full is due to avoid any interest accrued from date of purchase (as most statement due which offer promotion periods to assist with payment in full with no interest over a designated period of time).  Regretfully, due to consumer protection and or compliance, we are not privy to any information on the Customer’s account which includes payment history nor are we able to dictate the terms of the credit in order to assist despite our best intentions. In the genuine interest of Customer service, we will be happy to inquire on options, if any, at this point for our Customer through the third party provider of service however are unable to guarantee an outcome. Please let us know if we should proceed with inquiry and if so, please be specific as to what your expectation’s are so we may properly convey the request. Look forward to hearing back soon, with much gratitude, [redacted] VP of Customer Care.

The RoomPlace was saddened to hear of our Customer’s concern and extend our sincere apology for the delay. Albeit very infrequent, at times, and despite best intentions, there may be delays however, every effort is made to expedite the delivery and keep our valued Customer informed every step of...

the way. We show the product is being delivered on 9/8/2017. We appreciate our Customer’s understanding and are grateful for their loyalty. With much respect and gratitude, The RoomPlace, Customer Care

At the time the Customer placed the order, she provided 2 contact numbers and the delivery address. Day prior to the delivery, the Carrier confirmed at the number ending in 8095 that the delivery address / residence, merchandise being delivered is correct and provided the estimated delivery time...

frame. Delivery was completed on 4/5/16, delivery ticket available upon request. Our records indicate that the Customer called same day requesting a cancelation of the order however, the product was already out for delivery and confirmed delivered prior to the call. We have been in contact with all parties on the order, bill / ship to contacts and offered to pick-up the product and issue a refund. A pick-up was scheduled on 4/8/16, when the Carrier arrived, there was no answer at the door. Regretfully, we are unable to issue a refund for product delivered to the address provided by Customer at the time of placing the order. We will however, in the genuine interest of Customer service, attempt a final pick-up at the address of record, provided there is no damage to the product. This offer expires, 4/17/16. With much respect, [redacted], Customer Care Operations Manager

Complaint: [redacted]
I am rejecting this response because:   I don't agree with the statement and I had an appointment Saturday January 2nd to try and repair the sofa and the appointment was canceled at the time of the appointment.
Sincerely,
[redacted]

The RoomPlace was sadden to learn of our Customer’s concern and extend our sincere apologize. 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 normal use. This warranty shall apply only if you and the affected item is in our service area. If 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 item. If the item chosen is of greater value than the one being replaced, the Customer will be charged the difference. The 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 2/15/2014. The one year limited manufacturing warranty expired on 2/15/2016. In an effort to maintain our historic level of Customer service, The RoomPlace will be happy to review photos as it relates to the Customer’s concern for further consideration. Please submit photos of each item in its entirety via the Revdex.com site.  With 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 intentions. We have reviewed the Customer’s order and the total is $642.27. We also reached out to our Customer who confirms the amount is correct. Again, our apology for...

any misunderstanding and or miscommunication however, the amount is correct. With much respect and gratitude, The RoomPlace, Customer Care.

Thank
you for sending the pictures. We will be happy to send our service technician to
replace the decking on the items and determine which cushion is damaged for a
replacement.  We offer in-home service
Tuesday through Saturday. Please let us know which day works best for you and
we will schedule the appointment. We look forward to promptly resolving our valued
Customer’s concerns. With much gratitude, Joyce [redacted], Customer Care
Operations Manager

The RoomPlace was disheartened to learn of our Customer’s concern. Regretfully, we have no record of the inquiry within the 90 day redemption period. We have been in contact with the Customer to gain further clarity and are hoping for a favorable resolution. With much respect, 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 being relooked at and they will get back to us.
Sincerely,
Sherry [redacted]

Complaint: [redacted]
I am rejecting this response because:There are two main reasons why I reject this response. 1. This was not a slight delay. We were delayed for 2 months. The advertisement in their store guarantees next day deliver. We were delayed on two separate occasions. Once on the first date of delivery and the back up delivery date was also postponed.  2. The problem with this delivery is SOLELY on the room place. Not the manufacturer of the furniture. When I viewed the order I placed the room place's computer said the manufacturer had only 7 products being manufactured at the time yet the room place had placed 47 orders. That means 7 orders would be fulfilled out of 47. In regards to this, the roomplace still offered a delivery date which it had no way of fulfilling causing us to go without bedroom furniture for another 3 weeks only to be postponed again with a new promised delivery date. Obviously a delivery date which would not be fulfilled but delayed again.  So my question is why is the room place selling a product that has no way of being delivered.  Is it because they know once they have the customer committed it is easier for the customers to just opt for a different piece of furniture? Surely this only benefits the roomplace.  Instead of being honest with the customer and running the risk of the customer going elsewhere, the room place uses a bait and switch technique to keep the customer in the store by offering them the furniture that the store can't deliver and then offering them a different model that the customers didn't want, but will take to fill the need of furniture they have been waiting for.  This is a scam and needs to be addressed. Their pathetic response shows that they don't care about customers. This is also not the first time they did this same technique to us. They also discontinued a product that we were paying for. This caused us to have to decide on another piece of furniture.  When you look at this stores [redacted] page it is full of customers suffering from this company the same way I have.  Shame on the roomplace. Sincerely,
Joel C[redacted]

The RoomPlace was saddened to learn of our Customer’s concern. The order delivered 11/25/2015. The Customer did purchase the Accidental protection plan through a third party provider of service, [redacted]. Regrettably, due to an unknown system processing error, the protection plan registration...

failed however, The RoomPlace has every intention of honoring the eligibility under the [redacted] protection plan guidelines and as demonstrated with the recent exchange of the dresser. I have connected with the Customer and asked for pictures of the damaged dresser and will work with her on a resolution that I hope will meet with her expectations. With much gratitude and respect[redacted], Vice President, 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,
[redacted]

The RoomPlace was disheartened to learn of the Customer’s concern. The merchandise was scheduled for 9/19/17. Upon confirmation,  the timeframe did not meet with Customer’s availability. The order was rescheduled for 9/22/17 however, in the interim of the order being rescheduled, the Carrier...

contacted the Customer and made special arrangements to deliver the merchandise. Our records indicate the delivery was completed on 9/19/17. We extend our sincere apology for any miscommunication and are grateful for our Customer’s understanding and business. With much respect, The RoomPlace, Customer Care

Tell us why here...The RoomPlace was disheartened to learn of our Customer’s concern and perception. The merchandise was delivered on April 6, 2016. Customer contacted us January 10, 2017 to request the dust cover under the sofa be replaced as it was accidentally ripped when moved inside the home....

We are empathetic to our Customer’s issue however, The RoomPlace administers the manufacturing warranty, this type of damage does not fall within the manufacturing guidelines of the warranty. The Customer did elect the extended protection plan through a third party provider, [redacted]. It is our practice to conduct a thorough review at point of sale of the protection plan coverage and exclusions. If elected by Customer a certificate of coverage is provided at point of sale and upon the protection plan registration, [redacted] directly emails the Customer (same email address used in the compliant) the plan coverage and exclusions. Regretfully, we are unable to cancel the Customer’s protection plan on his behalf. The certificate of coverage sent by [redacted] has specific state requirements for cancelations. Please refer to the email received from [redacted] in April of 2016 which was specific to the Customer’s plan for further clarity. We would be happy to ask [redacted] to forward the email in the event Customer cannot locate. In addition and in the genuine interest of Customer service, our offer stands to send the dust cover patch to the Customer direct at no cost in hopes of repairing the rip. We are truly sorry that we are not able to meet our Customer’s expectation despite the most genuine of intention. Look forward to assisting with a prompt conclusion for our valued Customer. With much respect and gratitude, The RoomPlace, Customer Care

The RoomPlace was disheartened to learn of our Customer’s concern. The merchandise was delivered 9/8/17. For a period of one year following the delivery, The RoomPlace warrants the merchandise free of defects resulting from material and or workmanship under normal residential use. Our records...

indicate an exchange has been scheduled for 6/15/18 as the claim is eligible under the warranty guidelines for a replacement. The Left Arm Facing chaise will be replaced for our valued Customer. With much respect and gratitude, The RoomPlace, Customer Care

Initial Business Response /* (1000, 5, 2015/07/25) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
The RoomPlace extends our sincere apology for our Customer's experience. At times and despite best efforts on mutual parts due to unforeseen circumstances, there will be hiccups...

in the road but we stand committed to a prompt and favorable outcome for our valued Customer. Our records indicate that the assembly of the bed was completed on Tuesday 07/21/15. The RoomPlace will be happy to honor the original offer to refund the delivery charges to our valued Customer, and in closing extends our sincere apology if at any point we did not meet our Customer's expectation as it related to her purchase and delivery experience, we truly are dedicated to serving all of our Customers exceptionally and are disheartened to learn otherwise. All Customer feedback is extremely valued and important to us as we continue to evolve or service levels for our loyal Customers.
With much gratitude,
[redacted]
Customer Care Operations Manager.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is accurate that the bedroom set was delivered on 7/21/15. However, the hardware was not included and another delivery person had to come out. He arrived within one hour with the hardware, but he called the company to inform them that he did not know how to assemble the bed. I spoke to [redacted] in delivery who agreed to send someone else. The third person came later that evening to assemble the bed. Once assembled, I noticed that at least three of the corners of the headboard were damaged. The delivery person painted over the corners but the wood itself was damaged. I have already set up delivery of a new headboard.
The original offer to refund the delivery charges was due to the issue with the driver no showing up at the correct time on 7/9/15. There have been a number of issues since then. On 7/14/15, the delivery only included everything except the bed. I had to call to find out why and was told that it was damaged while the delivery men were bringing it out of the warehouse. I communicated with [redacted] who apologized for this situation not being communicated to me properly. There was not another bed in stock and I had to wait until 7/21/15 for a new bed to be delivered. This is when the situation that I described above happened. I emailed pictures to [redacted] and someone called to set up delivery for a new bed. Unfortunately, they couldn't delivery until 8/1/15 and I won't be available until 8/11/15. I would think that with all of the subsequent issues, more would be done than refunding the delivery fees. I will not accept only the original offer when so many other issues have occurred. If not, I will expect a full refund.
Final Business Response /* (4000, 11, 2015/08/10) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
The RoomPlace again extends our sincere apology for our Customer's experience, and apologize if our Customer was not satisfied with what we thought was a favorable outcome to their recent claim. In the genuine interest of Customer service, we will be delighted to extend an additional offer to our Customer for an in-store credit of $100 which may use towards future purchases, good for one (1) year. We would like to thank our Customer for her business and look forward to serving her for many years to come.
Respectfully yours,
[redacted], Customer Care Operations Manager

The RoomPlace extends our sincere apology for not meeting our Customer’s expectations. A member of our management team will contact Customer to resolve her concerns promptly and to her full satisfaction. We appreciate and value our Customer’s feedback as we continue to evolve in our service levels...

to serve our loyal Customers. With much respect and gratitude, The RoomPlace Customer Care Team

The RoomPlace was saddened to learn of our Customer’s concerns. The merchandise was delivered on 7/1/17. 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 materials and workmanship under normal...

use.  Our records indicate the Customer contacted us 7/1/17 to report cushion sagging. Service was dispatched but unable to repair without the part. The sofa is being exchanged and is currently scheduled for 8/3/17. We apologize for the perception, there was no intent to prolong the process however, we do need to do a thorough inspection and attempt repairs under the warranty guidelines. If and when we are unable to do the repair, an exchange is completed to fulfil the warranty.  We look forward to hearing back and concluding this matter promptly.  With much respect and gratitude, The RoomPlace, Customer Care

The mattresses come with the warranty cards and law tags specific to each brand. The RoomPlace has reached out to the Customer direct in hopes of better understanding the concern and providing a conclusion. We look forward to connecting soon and expediting a resolution for our Customer. With much respect and gratitude, The RoomPlace Customer Care.

The RoomPlace was saddened to learn of our Customer’s concern and extend our sincere apology if there is any misunderstanding. The Merchandise was delivered 12/09/14. 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 normal use. Our records indicate service was dispatched on 12/24/14 the console lid, inspection indicated broken hinge. On 3/12/15, service as dispatched to install the hinge on the console and repair a rip on the seat casing at the footrest area. On 11/27/15, service was dispatched, damages covered under the warranty were for the seat casing and pull handle. The parts were ordered and mailed to the Customer on 12/11/15. We do ask Customers to let us know if installation assistance is needed within 7 days of receiving the part however, do not see any requests documented to date. Although outside of the normal practice, we will be happy to extend the service at no cost to install the seat casing and pull handle in the genuine interest of Customer service. Please confirm parts are on hand and advise of best days to schedule a service technician (Tuesday – Saturday) via the Revdex.com site. For clarification, Customer elected the extended Protection Plan through a third party provider of service, [redacted]. Please refer to the Certificate of Coverage and claim process provided at time of purchase and emailed by the Protection Plan provider upon registration. We look forward to concluding this matter for our valued Customer promptly. With much respect and gratitude, The RoomPlace, Customer Care