Coast To Coast Executive Search

The RoomPlace extends our sincere apology for the delay in obtaining the partAlthough not the norm, at times, and despite best intentions, there are unforeseen circumstances which result in delays however, every effort is made to expedite the deliveryOur records indicate the part has been
shippedTracking number is *** We appreciate our Customer’s understanding and are truly sorry for the delayWith much respect and gratitude, The RoomPlace, Customer Care

The RoomPlace was disheartened to learn of our Customer’s concern and extend our sincere apology if we have not met her expectations despite best intentionsThe Merchandise was delivered 12/28/The limited manufacturing warranty expired 12/28/Our records indicate Customer contacted us in
February of Although the warranty has expired and the claim is ineligible, we offered to review a photo showing the item in its entirety and a close up of the damage in an effort to see what if anything we could do to assist our Customer in the genuine interest of Customer servicePlease forward photos via the Revdex.com site for further considerationWith much respect, The RoomPlace, Customer Care

Complaint: ***
I am rejecting this response because:The sofa picked up is not the same item in the showroomIt is hard as a rock and uncomfortable!!!!
Sincerely,
Stephanie Arendt

Complaint: ***
I am rejecting this response because: At the time of the transaction I turned down the warrantyI agreed only after the sales person Jorge I think was his name promised I would receive a refund, not a store credit after years
Sincerely,
*** ***

The RoomPlace has issued a refund for the adjustable base and the mattress / foundation as committedWe are happy to review photos of the chairs in question to determine repair or exchangeI have personally attempted to contact the Customer however was unable to leave a message due to “network difficultiesWe extend our sincere apology for the delay in concluding this matter to our Customer’s full satisfaction and look forward to seeing the photos so we may expedite the resolutionWith much respect and gratitude, *** ***, VP of 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 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 the product was delivered on 9/15/and a seat core was ordered as a result of the service callThe service call to install the new core with springs is scheduled for 01/02/Our apology if there was any misunderstanding but the concern is being addressedWith much gratitude, *** *** Customer Care Operations Manager

The RoomPlace was disheartened to learn of our Customer’s perceptionThe original delivery date was 10/8/Customer filed a claim with *** the provider of the extended protection planClaim was fulfilled and Customer was issued an in-store credit for the retail amount of the table which
fulfilled the warranty. Customer wanted the same model however, given the purchase date of 2013, The RoomPlace no longer carried this modelIn the genuine interest of Customer service and in an attempt to satisfy our mutual Customer, we special ordered the table from the vendorUpon receipt / delivery, it was determine that there was transit damage and as a result, a replacement table ordered from the vendor and rescheduled for delivery on 4/2/The RoomPlace extends our apology for the delay and the damage upon deliveryCustomer was given a $Gift Certificate to The RoomPlace, no other credits are availableNo in-home damaged noted however, Customer does have days from date of delivery to report any visible damage to property to the *** we will follow up with *** to see if they have any recordWe look forward to concluding this matter on 4/2/to our Customer’s full satisfactionWith much respect, The RoomPlace Customer Care team!

(The consumer indicated he/she DID NOT accept the response from the business.)
I was over charged the amount for protection I paid was but on my protection plan agreement it's says amount paid and number of items covered is I did not keep pieces of furnitureThis needs to be looked into furtherPlease review the attached files and I demand this be resolved immediately***

The RoomPlace was disheartened to learn of Customer’s perceptionThe original merchandise was delivered in October of The set did not meet with the Customer’s expectations, in the genuine interest of Customer service, we offered a reselectionCustomer reselected however the 2nd set
delivered was not to the Customer’s satisfactionI personally extended a one-time voluntary accommodation to the Customer to picking up the set and issue a refund in fullThe discrepancy is $(which is the difference from the reselection in April)Customer informed me end of July of the discrepancyUpon further review, it was discovered that the credit remained on the account for $from origin purchase was not linked when refund was initiated on the 2nd deliveryThis $discrepancy will be adjusted and credited back to the CustomerFor clarity, the Customer was provided exceptions outside of our practice / routine, resulting in a clerical oversight / processing error, at no time would The RoomPlace commit to a full refund and not follow through to the exact penny. We take great pride in exceptional service levels and ethical business practicesThe refund of $will be completed this week, may take to weeks to post on the Customer’s account Best regards, Jasmine ***, Vice President, Customer Care Center

I spoke with the Customer personally and commited in the genuine interest of Customer service of fulfilling the extended warranty on the sofaCredit is forthcoming.Best regards, *** *** VP of Customer Care

Complaint: ***
I am rejecting this response because: *** cancelled on March at pm due to your error you delivered to a no good address as expressed when cancelled and informed the delivery address and number no good there are phone records of when cancellation call was done a complaint with *** *** office was placed also I and *** tried on numerous occasions to get in contact with the person they supposition delivered to and no response we should not be responsible for room lave error we were assured on st order was cancelled also they stated maria signed for furniture how when maria was at work and there is proof of work from am to pm
Sincerely,
*** ***

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
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:I was advised by the sales associate upon purchase that my furniture would be covered from breakageI There has been a consistent issue with the furniture since purchase
Sincerely,
Larrissa ***

The RoomPlace extends our sincere apology for not meeting our Customer’s expectation despite best intentionsWe will do our best to expedite the part fulfillment and repairUpon a successful completion, we will be happy to provide our valued Customer with a $Gift Card to The RoomPlace, valid for a period of one year with no exclusionsWe truly appreciate our Customer’s understanding as we work through the process under the one year limited warranty guidelinesWith much respect and gratitude, The RoomPlace, Customer Care Tell us why here

The RoomPlace extends our sincere apology for the delay in exchanging the chairsThe exchange was created the same day of the delivery and is being completed on 9/28/We thank our valued customer for his patience and appreciate his understanding as we work towards a successful completionWith
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 ***, and find that this resolution is satisfactory to meIf they can'tn fix the cushion there is another chair that I do like item#***
Sincerely,
*** ***

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 11/23/Service technician confirmed that the control box was defectiveParts have been ordered however, eta is not confirmed as of yetIn the genuine interest of Customer service, we will do a one-time voluntary exchange of the item and bypass the parts replacementAny future claims will follow the warranty guidelines and no other exception will applyWe trust this resolution will meet with our valued Customer’s full satisfactionBest regards, *** ***, Customer Care Operations Manager

The RoomPlace was disheartened to learn of our Customer’s concernThe merchandise delivered on 2/28/The replacement part was ordered by the extended protection provider *** and is being delivered on 2/27/At times and despite best efforts, there may be delays however every effort is
made to expedite the part order for our valued CustomersWith much respect and gratitude, The RoomPlace, Customer Care

The RoomPlace was disheartened to learn of our Customer’s concern and sincerely apologize for the delay in completing the deliveryAt times, and despite best efforts, there may be delays however they are very limited and all efforts are made to expedite the delivery and keep the Customer informed
of any changesI have personally spoken with our Customer today upon learning of her concern through the Revdex.comTo date, I show no record on any communication received as indicated in Customer’s note or would have certainly reached out and respondedCustomer was in the middle of a move and was not available to speak muchI did tell her I would check on the delivery date and respond back via the Revdex.com so she can access the response when convenient for herThe item is in route however, the date is subject to change due to unforeseen circumstances that may arise through the logistical processAs of today, we are confident the delivery can be completed by 2/4/however, this is not a guarantee and we do not want to inconvenience our Customer and will pick up the sofa for a full refund if she is unable to wait for the delivery of the loveseatIn addition to the full refund upon pickup of the sofa, Customer can reselect to a set of equal value (any difference is either credited or charged) that is in stock and available for immediate deliveryWe empathize and want to expedite the delivery / resolution for our valued CustomerWe look forward to hearing back and proceeding accordinglyWith much gratitude and respect, Jasmine *** VP of Customer Care

The RoomPlace extends our sincere apology to our valued Customer for the delay in delivering the chairsOur records indicate a message was left for our Customer on 7/14/as it relates to the chairsRegrettably and despite most genuine intentions, at times, although not the norm, due to
unforeseen circumstance, there may be a delay however every effort is made to inform our Customers promptlyThe delivery is completed and The RoomPlace in the genuine interest of Customer service and appreciation will send our valued Customer a Gift Card valid for a period of one year from date of issuance to The RoomPlace redeemable on future purchasesWith much respect and gratitude, The RoomPlace Customer Care Team