Coast To Coast Executive Search

We extend our sincere apology to our valued Customer if we have not met his expectations despite the most genuine of attempts. We strive for exceptional service and appreciate our loyal Customer’s feedback as we continue to evolve in our service levels. We will review our records again to determine where the delay / disconnect occurred as described by Customer and not reflected on our end. if there is any outstanding concern, please let us know. With respect and gratitude, The RoomPlace Customer Care team.

The RoomPlace was saddened  to hear of our Customer’s concern and extend our sincere apology if there was any misunderstanding as it relates to his protection plan coverage through a third party provider of service, [redacted]. The merchandise was delivered in July of 2015. Prior to purchasing...

the plan, it is our practice to review all Plan coverages with the Customer in detail and provide the Plan brochure. When the sale is placed, if electing the Protection Plan, the Customer is provided with the Plan highlight sheet which explains the coverage and exclusions in detail. Upon delivery of the product, [redacted] will email (if email address provided ) or mail the certificate of coverage and exclusion to the address on record. This is an Accidental protection Plan and does not cover rips from wear however, we will be happy to take a look a the photos to determine if there is anything we can do to assist in the genuine interest of Customer service. Please send photo of the item in its entirey along with a close up on the damage via the Revdex.com site for further consideration.  With much respect, The RoomPlace, Customer Care

The RoomPlace was saddened to learn of this concern. We extend our sincere apology if there was any misunderstanding at time of purchase. Our Total Satisfaction Guarantee Policy is displayed at the Store, posted online, reflected on the sales receipt and the Thank You brochure provided to each...

Customer at time of purchase.  We offer up to 90 days for [redacted] and 30 days on all other brands (see below for full details) provided the mattress protector is purchased on the same invoice. 7 Day Satisfaction Guarantee on Furniture: The RoomPlace is proud to offer quality furniture with great value to our customers. Your satisfaction is extremely important to us. If you are not happy with your purchase, please contact us within seven (7) days of delivery and we will be pleased to assist you in making a one-time reselection of another product.• Merchandise must be returned to our Distribution Center within ten (10) days from the original delivery date in its original condition.• Reselection and delivery of your new merchandise must be completed within ten (10) days from the original delivery date.• If you choose an item of greater value than the one being returned, you will be charged the difference.• If you choose an item of lesser value, the difference will be given to you in a form of an in-store credit.• Delivery charges from your original order will not qualify for credit.• A 15% restocking fee (off the merchandise retail) will be deducted from your credit.• A new delivery fee will be applied to your next delivery. Up to a 90 Day Mattress Comfort Guarantee: The RoomPlace offers a comfort guarantee on mattresses and mattress sets provided that the mattress protector is purchased on the same invoice as the mattress. Advanced sleep research indicates it may take several weeks for our bodies to adjust to the proper support of a new mattress. Our 30/90 Day Mattress Comfort Guarantee Plans are as follows:30 Day: If after a minimum of 21 nights, you are unable to comfortably adjust to the support of your new mattress, you have up to the 30th day from your original delivery date to make a one-time reselection. Original mattress must be returned to our Distribution Center by the 30th day from your original delivery date.90 Day: [redacted]: If after a minimum of 30 nights, you are unable to comfortably adjust to the support of your new mattress, you have up to the 90th day from your original delivery date to make a one-time reselection. Original mattress must be returned to our Distribution Center by the 90th day from your original delivery date.• If you chose an item of greater value than the one being returned, you will be charged the difference.• If you chose an item of lesser value, the difference will be given in a form of an in-store credit.• A new delivery fee will be applied to your next delivery.Please Note: We do NOT offer returns, refunds or our Total Satisfaction Guarantee on furniture or mattresses picked up by customers at our stores or Distribution Center. In addition, we do not offer returns, refunds or our Total Satisfaction Guarantee on stained, soiled, infested or damaged merchandise, Lease to own, Clearance Outlet or, “AS IS” merchandise, floor samples, RTA (ready to assemble), items shipped directly from our vendors, special orders / sizes, promotional, free or gift with purchase items / value, adjustable power bases, pillows, mattress protectors and furniture care kits.In addition, as part of our daily process, the Sales Associate reviews the terms of the policy at time of purchase which is reiterated by the Customer Care agent who actually completes the sale process with the Customer at the business counter.  Regrettably, and despite most genuine intentions, we are unable to make an exception and proceed with a Comfort reselection. With much respect and gratitude, The RoomPlace, Customer Care

The RoomPlace was disheartened to learn of our Customer’s perception and extends our sincere apology for his experience. At times and despite best efforts on mutual parts due to unforeseen circumstances, there will be hiccups in the road but we stand commitment to a prompt and favorable...

outcome for our valued Customers. Our records confirm the set was delivered on 11/18/15, no issues or damages reported until the receipt of this complaint. We encourage our Customers to inspect their merchandise upon delivery or at the time of pick-up. In the rare occurrence that merchandise arrives damaged, we ask that they please notify our Customer Care Center by phone at (630) 783-8000 within three (3) Days from delivery. Arrangements will be made to correct the damage in the Customer’s 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 merchandise. Reports of damage made after three (3) days from time of delivery will not be honored. In the genuine interest of Customer service, we are happy to review pictures to determine next steps in assisting our valued Customer. Please submit via the Revdex.coms site so that we have a record on file. We value and respect our Customer’s time and are confident we will be able to conclude this matter promptly, reasonably and to our Customer’s satisfaction. With much gratitude, Joyce [redacted], Customer Care Operations Manager.

This is a duplicate complaint. Please see closed complaint ID#[redacted]Please remove one as they are the same issue. The merchandise was delivered on 8/120/2015. Our offer still stands, we will review photos of the damage to determine what if anything we can do in the genuine interest of Customer...

service.Please ask Customer to please submit photos via the Revdex.com site for further consideration. With much respect and gratitude, The RoomPlace Customer Care Team.

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. I hope this company gets reviewed for bad ethics and consumer fraud 
Sincerely,
[redacted]

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 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 June 1, 2015. Customer did contact us in October of this year to file a claim however indicated the merchandise is now in TN. We were unable to send service or open a claim as TN is not in our service area however, did ask for pictures of the damages so further review. To date, no photos received. Please submit pictures via the Revdex.com site for further consideration. With much respect, [redacted] Customer Care Operations Manager.

The RoomPlace was saddened 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 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 February 27, 2015. No further contact until the receipt of this complaint. Customer did elect the Accidental Protection Place with [redacted]. I personally reached out to our valued Customer and requested photos of the damage for further review and consideration. Upon receipt, I will reconnect with our Customer in hopes of finding a favorable resolution for her. Best regards, Jasmine [redacted], Vice President, Customer Care Team.

The RoomPlace was saddened to learn of our Customer’s concern. Under the limited manufacturing warranty, service was dispatched to conduct a thorough inspection of the product by an independent service provider. The inspection concluded that the mattress was within the specifications and showed no...

defect.   Mattress conforming to daily use is normal. A defect occurs when the mattress sagging measure 2” or greater and can occur if the mattress is not continuously supported by a foundation with appropriate frame and center support.  We will be happy to dispatch a second service technician to re-evaluate the mattress however, if the inspection does not conclude a defect in the mattress, we will not be able to proceed with any further options. Please let us know best days to dispatch a service technician Tuesday – Saturday week ok 2/21. With much respect and gratitude, The RoomPlace Customer Care

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 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 10/06/2015. Customer contacted us outside of the one year warranty and a service technician was sent to attempt repairs in the genuine interest of Customer service. Regrettably, he was unable to repair due to the nature of the rip, which is not consistent with a defect in material and or workmanship covered under the warranty. The RoomPlace is checking to see if the seat cushion is available from the manufacture however, due to the Holiday, have not received an update as of yet. We hope to hear back within the next 7 business days and look forward to providing our Customer with what we hope will be a favorable outcome. With much respect and gratitude, The RoomPlace, Customer Care Team.

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]

Our apology for the delay in response. We do not show receipt of the original complaint.  The RoomPlace was disheartened to learn of our Customer’s concern and apologize for such a perception.  The merchandise was delivered on 1/31/2015. 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 Customer called on 1/14/16 to report arm broken, under the manufacturing warranty guidelines, a service technician visited the Customer’s home on 1/19/16 to inspect and repair the item. His findings indicate that the arm was not broken however, the mechanism is not working. A new mechanism has been ordered from vendor, upon receipt, we will dispatch service to install at no cost to the Customer. We look forward to a prompt and satisfactory resolution for our valued Customer. if we can be of further service, please let us know. Best regards, [redacted] Customer Care Operations Manager

There is 4 complaint #s, 10927625, 10886009, 94575009 and 91345535 associated with the same Customer and issue. Here is our response provided to complaint 10886009 (91345535 was previous complaint which we can no longer access due to the site upgrade and the 91345535 was provided by Customer). if...

possible, can we consolidate into one? The RoomPlace was disheartened to learn of our Customer’s concerns and extend our sincere apology for the perception. The merchandise was delivered on 8/17/15. Our records indicate the Customer contacted us to report damage on 8/18/15 to the Left Arm Facing Chaise and file an in-home damage claim. An exchange was created and scheduled for 8/21/15. Upon attempt to exchange, it was determined that the item cannot be delivered due to narrow passage way / door without further damage and the Customer was given the option to return the set for a refund or keep “AS IS”  for a $100 allowance on the chaise. To date, neither option were accepted. Regrettably, we are unable to open the attachments in the complaint however,  we have reached out to Acceptance Now to inquire as to the status and next steps as this item is being leased by them. As it relates to the in-home damage, the owner of Altimate Delivery Service, has attempted to reach out to our Customer to gain access to the apartment to assess the damage and conclude the matter however to date has not been granted access. We value our Customer and want to conclude this matter to his full satisfaction however, 1) we will need to gain access to the apartment to assess damages and 2) partner with both Acceptance Now and Customer as it relates to the damage on item and next steps which are either an allowance to keep as is or pick up for a full refund.  I will personally reach out to all parties and assist with a  prompt resolution to this matter and provide an update. With respect and gratitude, Jasmine [redacted], Vice President, Customer Care Center.

The RoomPlace extends our sincere apology for the delay and are very saddened to learn of the perception. We may at times when already on a call ask for the Customer’s information so we can call them back verses having them on hold, however, we always call back and would never deny a Customer of...

the request to speak with a manager. The Store Management reached out personally to apologize to our valued Customer for the delay and will be expediting the refund check to the Store for Customer pickup this week. We regret the delay and the negative perception, we truly are dedicated to our Customers and appreciate the feedback as we continue to evolve in our service levels for our loyal Customers. With much respect and gratitude, The RoomPlace, Customer Care Team.

they have not contacted me in regards to this complaint. They haven’t given me a resolution to this complaint. Meanwhile my sectional still looks horrible. Ther’re not trying to fix the issue.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Raven [redacted]

Initial Business Response /* (1000, 5, 2015/09/09) */
The RoomPlace was disheartened to learn of our Customer's perception. The mattress Customer selected was a floor sample, sold "as is", with no returns or refunds as illustrated on the Sales receipt (available upon request) and communicated at...

time of purchase. Customer contacted the store to request a return as she was not satisfy with the comfort of the mattress. Regardless of the mattress being bought "as is", the General Manager in good faith, offered a reselection on the mattress as a one-time voluntary accommodation in the genuine interest of Customer service. The mattress was returned on 8/25/15, Customer elected not to reselect as agreed upon and a refund for full amount of the mattress was refunded. There are no records indicating a dissatisfaction with any other merchandise. Upon learning of the concern from this compliant, I personally reached out. Based on what Customer was explaining, although not a defect, we agreed to send the driver team out on 9/4/15 with extra slats and support legs to ensure bed is set up properly. Customer was not home day of appointment, it was rescheduled by Customer for 9/8/15 however she was not available on this date either. We will make one last attempt, currently set up for 9/14/15. Regrettably, and despite best efforts, we will not be able to accommodate any more date changes. We look forward to concluding this matter to our Customer's full satisfaction on 9/14/15. Best regards, [redacted], Customer Care Operations Manager
Initial Consumer Rebuttal /* (3000, 7, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The information is inaccurate but I am thankful I received a refund for the mattress. I hope my experience in the future will be more pleasant and professional.
Final Consumer Response /* (2000, 8, 2015/09/11) */

Complaint: [redacted]
I am rejecting this response because: This is the same response I received from the customer service representative. I did not like their response and if it is repeated twice via Revdex.com I am not going to like it. You guys are sorry that we were lied to and we are sorry that we ever purchased the product at room place. If you want to leave it at that there is not much I can do because I signed the 20 page document believing the information I was provided. But do not expect that I will accept your polite response when you actually mean 'you signed the document - deal with it'.
Sincerely,
[redacted]

So very sorry for the delayed response.The RoomPlace apologizes to our valued Customer if there was any misunderstanding at time of purchase in 2010. Since the introduction of the program, the guidelines have remained the same. In an effort to continue our historic level of Customer service and...

consistently execute for all our valued and loyal Customers, we are unable to meet Customer's expectations and issue a refund of the No Use No Lose warranty credit. The credit is in-store, valid for a year from date of issuance on purchases of $499 and above. The Customer has an in-store credit of $244.99. The RoomPlace extends our sincere apology that our Customer is not satisfied with the in-store credit however, and as much as we would love to meet his expectations, we simply must remain consistent in our practices for the good of all of our Customers. With much appreciation for our Customer's understanding and loyalty. [redacted] Customer Care Operations

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]

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. I have a service request with [redacted] at the moment. I don't know why they've said they've contacted me numerous times.That's false. They've only called once and I wasn't available. As of June 15th I have a service request number, so I should be hearing back from them soon. 
Sincerely,
[redacted]