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The RoomPlace was saddened to learn of our Customer’s perception. We apologize if there was any misunderstanding as it relates to the optional extended protection plan purchased thought Guardian, the third party provider of service. The RoomPlace offers a NoUse NoLose Store credit if the warranty...

is not utilized within the 5 year time frame. Customers wishing to cancel their warranty within the terms of the plan can do so at any time by sending a written request to Guardian. Please note, this information is located on the Contract’s terms and conditions referenced in the complaint by Customer and noted below.   GENERAL PROVISIONS: Cancellation: This Plan shall be cancelled by us for fraud or material misrepresentation, including but not limited to commercial or rental use. Unauthorized repair or replacement of covered furniture item shall result in the cancellation of this Plan by Us. In the event of cancellation by us, written notice of cancellation shall be mailed to you not less than sixty (60) days before cancellation is effective. This Plan can be cancelled by you at any time for any reason by mailing or delivering to us notice of cancellation at Guardian Protection Products, PO Box 300, Hickory, NC 28603-0300. If the Plan is cancelled: (a) within thirty (30) days of the receipt of this Plan, You shall receive a full refund of the price paid for the Plan provided no service has been performed, or (b) after thirty (30) days, you will receive a pro rata refund, less the cost of any service received. Illinois Residents: You may cancel this Plan: a) within thirty (30) days after its purchase if no service has been provided and a full refund of the Plan price, less a cancellation fee not to exceed the lesser of ten percent (10%) of the Plan price or fifty dollars ($50.00); or b) at any other time and a pro rata refund of the Plan price for the unexpired term of the Plan, based on the number of elapsed months less the value of any service received, and the cancellation fee not to exceed the lesser of ten percent (10%) of the Plan price or fifty dollars ($50.00).   If we can be on any further assistance, please let us know. With much respect and gratitude, The RoomPlace Customer Care Team.

The RoomPlace apologizes to our valued Customer if there was any misunderstanding at time of purchase. Since the introduction of the program, the guidelines have remained the same. The attached post card provided to the Customer at time of purchase, outlines the plan guidelines. 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 NoUse NoLose warranty credit. The credit is in-store, valid for a year from date of issuance on purchases of $499 and above. With much appreciation for our Customer's understanding and loyalty. [redacted], Customer Care Operations

Complaint: [redacted]
I am rejecting this response because:The RoomPlace expects me to wait a total of 6 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 $100 Gift Card toward a future purchase at The RoomPlace does not solve the problem with the Recliner and Chaise? I reject the $100 Gift Card toward a future purchase at The RoomPlace.
Sincerely,
Theyler [redacted]

The RoomPlace will reach out to our valued Customer and resolve any outstanding issues promptly. We apologize for any inconvenience caused by the delay as this is not the norm or our intention. Thank you for providing the Sale order numbers associated with the complaint. With much respect and gratitude, The RoomPlace Customer Care Team.

We have contacted the provider again. We do not have access to the third party provider’s records however, [redacted] has confirmed the fees are waived. Due to the note on the Customer’s account “do not call” per Customer's request, they are unable to contact her direct. Please call [redacted]’s dealer line direct to receive confirmation, the number is ###-###-####. Regrettably, there is no way for us to gain any access to the Customer's account to provide any further detail. Truly sorry we are unable to provide the information requested which is with a third party provider. The RoomPlace, Customer Care

The RoomPlace was disheartened to learn of our Customer’s concern and apologize for such a perception.  The merchandise was delivered on 4/1/2014. Our records indicate no claims or concerns reported during the one year limited manufacturing warranty on any of the items. The Customer does have...

the extended protection plan through a third party provider Guardian. I have contacted the Customer and he sent me the photos of the damage. We are following up with Guardian as it relates to the claim status and will update our Customer with what we hope will be a favorable outcome to his concern. Best regards, Jasmine [redacted], VP of 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 dresser. At 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 way. Our records indicate the remainder of the order has been canceled as of the date of this complaint. The Customer was not charged for the items not delivered. The financing is through a third party provider of service, [redacted] The statement reflects only delivered merchandise not the backorder. If this is not the case, kindly submit a copy of the statement via the Revdex.com site and we will contact the bank. If we can be of further assistance please let us know. With much respect and gratitude, The RoomPlace, Customer Care.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10994496, and find that this resolution is satisfactory to me.
Sincerely,
Sheena [redacted]

Complaint: [redacted]
I am rejecting this response because: who gives a [redacted] anymore.
Sincerely,
Melissa [redacted]

Initial Business Response /* (1000, 5, 2015/07/31) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
The RoomPlace is disheartened to learn of our Customer's perception. We take great pride in serving all of our Customers well and fully explain our policies and procedures at...

time of purchase. In addition to our documented terms and conditions which are provided at time of sale and displayed, our Satisfaction and Comfort Guarantee policies are on the counter at check out. Per our documented records, the Customer elected not to purchase the mattress protector therefore waived the Comfort Guarantee on the mattress. Comfort Guarantee policy is as follows:
Up to a 365 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 30/365 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.
365 Day Simmons ComforPedic : If after a minimum of 60 nights, you are unable to comfortably adjust to the support of your new mattress, you have up to the 365th day from your original delivery date to make a one-time reselection.
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.
New fee will be applied to your next delivery.
After speaking with our valued Customer and in an effort to continue our historically high level of customer service, The RoomPlace is willing to make a one-time exception and honor our Customer's request. We trust this favorable outcome demonstrates our commitment and appreciation for our loyal Customer. We look forward to serving them for many years to come and being their retailer of choice when it comes to their mattress and furniture needs.
With much gratitude,
[redacted]
Customer Care Operations Manager
Initial Consumer Rebuttal /* (2000, 7, 2015/08/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)

The RoomPlace is sadden to hear of our Customer’s concern. Regrettably, we are unable to locate the sale order number under the name, address or phone number provided. Please send us a copy of the original sales receipt along with photos for further assistance. With much gratitude, The RoomPlace...

Customer Care Team.

The RoomPlace was saddened to learn of our Customer’s concern and apologize for the perception. Our records indicate Customer requested the cancelations of items in question however, in light of what we are learning through the Revdex.com complaint, we will reach out to the Customer to determine next...

steps in assisting her with a prompt and what we hope favorable resolution.  With much gratitude and respect, The RoomPlace Customer Care Team.

The RoomPlace was saddened to learn of our valued Customer’s concern. The original merchandise was delivered 1/6/17. Upon learning of the issue, we attempted to replace the items however, the merchandise replacement was refused. Original order was picked up for a refund on 4/1/17. The refund is in...

process. With much respect and gratitude, The RoomPlace, Customer Care

The RoomPlace was disheartened to learn of our Customer’s perception.  The merchandise was delivered in December of 2013. Our records do not indicate any pending claims. Customer elected to purchase the extended protection plan through a third party provider of service, [redacted].  At 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 coverage. In addition, once the warranty is registered with [redacted], the Customer is sent a certificate of coverage by [redacted] which clearly details the protection plan requirements and timeframe in which to file a claim. Our records indicate the Customer elected to purchase the following warranty:   Plan [redacted] – Inclusive coverage for Stain / Structural and Accidental 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 6 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 normal residential use that results in the breakage of frames, mechanisms, welds, swivel bases, recliner handles and assembled joints. Includes component mechanical and electrical failures such as defective motors, massagers, vibrating units and heaters. Coverage begins after the manufacturer’s warranty has expired. The manufacturing warranty period expired on 12/18/14. In the genuine interest of Customer service and as a one-time voluntary accommodation, January 15, 2014, The RoomPlace , agreed to exchange the Customer’s sofa, sight unseen. No other issues reported until the receipt of this complaint. We see several claims filed with [redacted] in August of 2015 however, have no visibility to outcome of the service and or resolution. We will be happy to inquire on our Customer’s behalf with [redacted] as to the status, and ask that the Customer provide us detail of each damaged item, photo and any claim documentation received from [redacted] to ensure we have all the facts for a prompt conclusion. We look forward to receiving the information and assisting our mutual Customer with a speedy resolution to her concerns. Best regards, [redacted] Customer Care Operations Manager.