Coast To Coast Executive Search

Tell us why here...The RoomPlace was disheartened to learn of our Customer’s concern and perceptionThe merchandise was delivered on April 6, Customer contacted us January 10, 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 warrantyThe 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 exclusionsIf 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 exclusionsRegretfully, we are unable to cancel the Customer’s protection plan on his behalfThe certificate of coverage sent by [redacted] has specific state requirements for cancelationsPlease refer to the email received from [redacted] in April of which was specific to the Customer’s plan for further clarityWe would be happy to ask [redacted] to forward the email in the event Customer cannot locateIn 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 ripWe are truly sorry that we are not able to meet our Customer’s expectation despite the most genuine of intentionLook forward to assisting with a prompt conclusion for our valued CustomerWith much respect and gratitude, The RoomPlace, Customer Care

Complaint: ***
I am rejecting this response because:I was told by the store customer service I can purchase insurance after my delivery up to 30days
Sincerely,
Syreeta ***

The RoomPlace was disheartened to hear of our Customer’s concern and extend our sincere apology for not meeting her expectations despite best intentionsOur records indicate the merchandise delivered 11/05/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 material and workmanship under use. The warranty expired on 11/05/Our records indicate the Customer elected the optional Accidental Plan with a third party provider of service, GuardianPrior 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, Guardian will email or mail the same certificate of coverage and exclusion to the address on record directly to the CustomerIf the extended protection plan is not used during the term, the Customer is eligible for the No Use No Lose credit from The RoomPlace in a form of an in Store Gift Card redeemable at any one of our Store locationsSee post card provided at time of purchase for details and qualificationsTo receive, please submit written request within days of the Plan expirationOur records indicate the Guardian plan will expire on 11/05/If Customer would like to submit photos, we would be happy to forward to Guardian and inquire as to the denial provided the damage falls within the eligibilityWith much respect and gratitude, The RoomPlace, Customer Care

We would like to schedule a technician on a weekendAlso please provide the phone number can be reach upon if we didn't like technician resolution.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10964486, and find that this resolution is satisfactory to me
Sincerely,
Binal ***

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 8/29/Customer reported table peeling under the year limited manufacturing warrantyService was dispatched however the findings were not conclusive with a defect in material and or workmanshipIn the genuine interest of Customer service and as a one-time voluntary accommodation, we will replace the tableI spoke with our Customer, explained the reselection process and he confirmed full satisfaction with the resolutionBest regards, *** ***, Customer Care Operations Manager

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 claim Our records indicate that the merchandise in question was delivered on 1/3/We have successfully completed service and replacement during the warranty periodThe merchandise is no longer under the warranty and no extended protection plan was elected by Customer at time of purchaseI personally reached out to our Customer, apologized for her experience, thanked her for her loyalty and believe the resolution provided in the genuine interest of Customer service and appreciation meets with her satisfaction. With much respect and gratitude, Jasmine Sakic, Vice President, Customer Care Center

The RoomPlace extends our genuine apology if there was any misunderstand at time to purchase as it relates to the extend warrantyOur records indicate that the Customer elected the optional extended warranty at time of purchase as reflected on the Customer’s sales receiptThe merchandise was
picked up on 5/29/Customer’s contacted us on June 6, requesting a refund on the protection plan and chairsThe extended warranty was cancelled and a refund issued to the original method of paymentRegrettably, and despite best intentions, we are unable to meet the Customer’s expectation as it relates to a return on the chairsThe RoomPlace offers a days Satisfaction Guarantee on merchandise delivered which includes a one-time reselection with a 15% restock feeThe day Satisfaction Guidelines are posted in our stores and reflected on the sales receipt, thank you card and online (below for reference)With much respect and gratitude, The RoomPlace, Customer Care Day 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 30/90/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: ***-***: 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 dateDay: *** *** models: If after a minimum of nights, you are unable to comfortably adjust to the support of your new mattress, you have up to the 120th day from your original delivery date to make a one-time reselectionOriginal mattress must be returned to our Distribution Center by the 120th 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 deliveryPlease 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

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 claim. Our records indicate that the merchandise in
questions was delivered on 8/7/Customer
contacted us on 12/1/to report seam separation on toss pillow, back cushion and
arms and seat cushion sinking We asked
for a photo of each damaged item to determine next steps promptlyI personally
spoke with Customer and as a one-time voluntary accommodation in the genuine interest
of Customer service, extended a reselection on the sofaCustomer has days
from 12/17/to complete the reselectionCustomer pleased with outcome as it
meets with her full satisfactionBest regards, Jasmine ***, VP of Customer
Care Center

The RoomPlace was saddened to hear of our Customer’s concern and apologize for the delayThe Customer’s merchandise was delivered 10/24/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
material and workmanship under use. Following our practice, a mechanism was ordered from the manufacture and unfortunately arrived damageAll efforts are being made to expedite the original part order for the chair and now for the chaiseWe will keep in contact with the Customer and provide updates however, and despite best intentions, are unable to meet our Customer’s expectation for a replacement of the items in questionFor our Customer’s understanding and delay in repairing the chair, we will extend a $RoomPlace Gift Card, redeemable on future purchase, valid for a period of one year with no exclusions. With much respect and gratitude, The RoomPlace, Customer Care

The RoomPlace was disheartened to learn of our Customer’s perceptionThe bedroom was delivery on 3/26/The bed was set up however, the slats were not in the vendor packed box, included with the bedThe Customer wanted the slats brought out same day however, despite the most genuine of attempts,
we were unable to return same dayCustomer said he will pick up the slats at our Distribution Center which he did and as a result was given a refund of the full delivery feeOur sincere apology for the inconvenience. Regrettably, we are unable to issue any further credits on the accountWith much respect, The RoomPlace Customer Care team!

Complaint: ***
I am rejecting this response because: you have failed to satisfy my request for a refund.I will report this to the press to let the people know how scandalous your policy are to its customersThis is your last chance
Sincerely,
*** ***

The RoomPlace extends our sincere apology for the delay in replacing the drawer and the perceptionWe truly do value our Customer and all efforts will be made to conclude this matter promptlyWe connected with our Customer and will be monitoring the fulfillment closelyWith much respect and
gratitude for our Customer’s understanding and loyalty, The RoomPlace, Customer Care

The RoomPlace was disheartened to learn of our Customer’s experience and extend our sincere apology if there was any misunderstandOur Sale Prices are reductions from our original individual piece pricesThe following purchases cannot be combined with any other discount offer: *** ***,
*** *** Items, package prices, floor samples, electronics, *** *** brand, layaways, and gift card purchasesPremium refers to any bedding where queen set is $or more The item that the Customer was referring to is an *** Value and does not qualify for the promotionWe will be happy to extend a $Gift Card in the genuine interest of Customer service in the event Customer would like to proceed with the purchaseLook forward to hearing back soonWith much respect and gratitude, The RoomPlace, Customer Care team

Truly sorry for the delayOur records indicate the service appointment was scheduled for 1/2/Due to unforeseen circumstances, the service provider contact the Customer and rescheduled repair for 1/7/We have confirmed the technician will be out tomorrow 1/7/to complete the repairsBest regards, *** ***

Thank you for providing the last name on the orderWe have located your purchase and show that a $in-store credit has been issued on the accountWe apologize for the perception and if there was any misunderstanding at time of purchase in Since the introduction of the program, the guidelines have remained the sameThe credit is in-store, valid for a year from date of issuance (expires on 10/19/16) on purchases of $and aboveIn an effort to continue our historic level of Customer service and consistently execute for all our valued and loyal Customers, we would be happy to review the documentation you are referencing in the complaint to determine any possibility of a discrepancyUpon receipt, I will reach out in hopes of concluding this matter to our Customer’s full satisfactionWe look forward to hearing back and concluding this matter for our valued Customerbest regards, *** ***, Customer Care Operations Manager

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

The RoomPlace extends our sincere apology to our Customer for not meeting her expectations and for the perceptionOur records indicate a refund check was processed on 4/18/We strive for exceptional service and appreciate the feedback as we continue to evolve in our service levels for our loyal
Customer’sWith much gratitude, The RoomPlace Customer Care team

The RoomPlace was disheartened to learn of the concern and extends our sincere apology for the delay in processing the refundRegrettably, the delay to issue the refund was due to the transfer of funds between the banks from the initial chargeThe refund was processed on 2/3/in full and
Customer provided a receiptAgain, apologies for the delay, the refund could not be initiated until the original funds were received from which the refund would originateWith much respect and gratitude, The RoomPlace, Customer Care

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.Please let me know who to contact to setup a date and time to bring the couch in for repairAlso, the couch comes in pieces, so can I just bring the part that needs repair or do I need to bring the entire couch?Thank you so much for your quick responseI look forward to getting this matter resolved quickly
Sincerely,
*** ***

The RoomPlace was dishearten to learn of our Customer’s concern and apologize for any confusion that may have occurred which prevented the timely claim processingUpon learning of the issue, we did connect with the third party provider of service, GuardianThey have confirmed that the Customer is
registered and indicated they would reach out to her to initiate the claimIf we can be of any further assistance, please let us know and we will be happy to coordinate between the partiesWith much respect and gratitude, The RoomPlace, Customer Care