Coast To Coast Executive Search

Complaint: [redacted] I am rejecting this response because:There are two main reasons why I reject this responseThis was not a slight delayWe were delayed for monthsThe advertisement in their store guarantees next day deliverWe were delayed on two separate occasionsOnce on the first date of delivery and the back up delivery date was also postponed The problem with this delivery is SOLELY on the room placeNot the manufacturer of the furnitureWhen I viewed the order I placed the room place's computer said the manufacturer had only products being manufactured at the time yet the room place had placed ordersThat means orders would be fulfilled out of 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 weeks only to be postponed again with a new promised delivery dateObviously 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 addressedTheir pathetic response shows that they don't care about customersThis is also not the first time they did this same technique to usThey also discontinued a product that we were paying forThis 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 roomplaceSincerely, Joel C [redacted]

The RoomPlace was disheartened to learn of our Customer’s perception and sincerely apologizes for her experience The RoomPlace is a reputable business and we take great pride in serving our valued Customers exceptionallyAt times, and despite best efforts, there may be delays however they are very limited and all efforts are made to expedite the deliveryWe will proceed with the cancelation of the order and a refund per Customer’s request With much gratitude, The RoomPlace Custoemr Care Team

Complaint: [redacted] I am rejecting this response because: obviously a full refund was not processed if there is still $balance owing on my accountIn order to reflect a full refund (including furniture, delivery, warranty, etc) the account should reflect a -balance at which time the credit company would refund the $to meTHAT would be a full refundI have been in contact with the credit company and there are very helpful so there is nothing they can do on their end until your company completes the full refund Sincerely, Jenna ***

The RoomPlace was sadden to hear of our Customer’s concern and perception. Upon receipt of the complaint, we researched the order and see that the Price Guarantee has already been processed by the Store. We regret the delay and appreciate our Customer’s understanding. With much gratitude, 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 claimOur records indicate that the merchandise in questions was delivered May 11, The manufacturing warranty expired on May 11, Customer did not elect to purchase any extended protection plan on the setThere were no service issues and or concerns reported until the receipt of this complaintRegrettably, we are unable to meet the Customer’s expectation and replace his set however in an attempt to continue our history level of Customer service, we are happy to offer a $in-store credit on account, valid for a period of one year from date of issuanceWe look forward to hearing back from our valued Customer and trust that the resolution we provided will meet with his satisfactionBest regards, Joyce [redacted] , Customer Care Operations Manager

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 Prior to purchasing the plan, it is our practice to review all Plan coverages with the Customer in detail and provide the Plan brochureWhen 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 detailUpon delivery of the product, [redacted] will email (if email address provided ) or mail the certificate of coverage and exclusion to the address on recordThis 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 servicePlease 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 the Customer’s concern and extend our apology if at any time we did not meet his expectations despite most genuine of intentionsFor 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 material and workmanship under useThe merchandise was delivered 9/6/Customer contacted us on separate occasions as it relates to the springs and cushionsBoth independent inspection confirmed there is no structural issue with the merchandiseIn the genuine interest of Customer service, the technician did offer to add additional padding in an effort to satisfy the Customer’s concern regardless of ineligibility under the warranty however, Customer declined the serviceThe cushions may conform to use over time however, resilience is not covered under the warrantyRegrettably, given the offer to add padding was rejected, we have no other options to assist with the Customer’s concern and are unable to meet his expectations as it relates to a refund on merchandise delivered and in use as of 9/6/We will consider future eligibility of claims based on warranty coverageWith much respect and gratitude, The RoomPlace, Customer Care

The RoomPlace extends our sincere apology for the delay in fulfilling our valued Customer’s order as personally conveyed to our Customer by our Delivery SupervisorThe merchandise is scheduled for delivery on 6/11/The delivery fee will be refunded despite the service being provided in the genuine interest of Customer service and as committed however, no additional discounts are available on the orderWe truly apologize for the delay and look forward to completing this deliver for our Customer promptlyIn addition, we are happy to issue a $Gift Card valid for a period of one year from date of issuance and redeemable on further purchases with our Customer acceptanceLook forward to our Customer’s reply for a prompt conclusionBest regards, The RoomPalce Customer Care Team

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10957469, and find that this resolution is satisfactory to me Can you please verify if they will mail me something or I need to go to store and pick it up Sincerely, Iyaz ***

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

The RoomPlace was saddened to learn of our Customer’s concernUnder the limited manufacturing warranty, service was dispatched to conduct a thorough inspection of the product by an independent service providerThe inspection concluded that the mattress was within the specifications and showed no defect Mattress conforming to daily use is normalA 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 optionsPlease let us know best days to dispatch a service technician Tuesday – Saturday week ok 2/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 [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

they have not contacted me in regards to this complaintThey haven’t given me a resolution to this complaintMeanwhile my sectional still looks horribleTher’re not trying to fix the issue Complaint: [redacted] I am rejecting this response because: Sincerely, Raven ***

The RoomPlace was disheartened to learn of our Customers perception and apologize if at point we failed to meet her expectation despite the most genuine of intentions Our records indicate the Customer placed her order online on 9/2/and paid $(credit card) and $2,(the RoomPlace credit card) The sale from September, 2015, delivered equates to $2,of which $ was returned (Sofa did not fit and Customer did not like the bed), leaving a balance owed for merchandise of $1,Our records indicate a refund was processed in the amount of $Customer refused the Sofa at time of deliveryThe wood protection was cancelled and refundedBed was picked up at a later date, refund processed As this order was generated online by Customer, and Customer wanted to reselect on the bed, she would have had to pay for the new product online and an adjustment to the account would have occurred systematically when the new sale and credit memo where completedCustomer stated she was unable to do so and wanted it completed over the phoneRegrettably, due to the system requirements, we are unable to override on orders placed onlineWe asked the Customer to visit a local store and they would be happy to helpCustomer asked us to pick up and refund her for the bed, which we honoredThe charges and credits are as follow: A charge on The RoomPlace for $2,000, a refund for $554.82, equates to $1, A charge on the Bank Credit Card of $953.16, a refund for $ Disappointingly, we are unable to make any changes to orders that delivered, the wood protection has been removed and refund processedIf we can help further or answer any remaining questions, please let us knowWith much respect and gratitude, J [redacted] , Customer Care Operations Manager

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

My apology for the delay in responseI am happy to provide all correspondences between myself and CustomerWe were unaware the Gift Card was not received by Customer until the complaint was receivedThe original Gift Card was not redeemed, we have canceled and re-issuedIt will be mailed the week of 2/6/I have asked our Customer to confirm when received in a response to a her email following the complaintWith much respect, Jasmine ***, Vice President, Customer Care

The RoomPlace was saddened to learn of this concernWe extend our sincere apology if there was any misunderstanding at time of purchaseOur 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 days for [redacted] - [redacted] and days on all other brands (see below for full details) provided the mattress protector is purchased on the same invoiceDay Satisfaction Guarantee on Furniture: The RoomPlace is proud to offer quality furniture with great value to our customersYour satisfaction is extremely important to usIf 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 deliveryUp to a 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 mattressAdvanced sleep research indicates it may take several weeks for our bodies to adjust to the proper support of a new mattressOur 30/Day Mattress Comfort Guarantee Plans are as follows:Day: If after a minimum of 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 reselectionOriginal mattress must be returned to our Distribution Center by the 30th day from your original delivery dateDay: [redacted] -***: If after a minimum of 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 reselectionOriginal 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 CenterIn 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 reselectionWith much respect and gratitude, The RoomPlace, Customer Care

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and while the matter has been resolved, there was no apology submitted on behalf of the company for the errors and missteps made during the process to have my furniture serviced Room Place made little effort to offer anything for the trouble I'm very happy with the effort on behalf of the service technician that came to the home to service my furniture He was also able to address the issue with my chairSo a huge thank you to him Sincerely, [redacted]

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

The RoomPlace was disheartened to learn of the Customer’s perception and alleged concerns with the product We extend our sincere apology for not meeting our Customer’s expectations despite our most authentic of intentions In the genuine interest of Customer service, The RoomPlace has picked up the base and mattress and issued a full refund to the Customer’s accountWe trust the resolution meets with our Customer’s full satisfactionBest regards, [redacted]