Coast To Coast Executive Search

Complaint: ***
I am rejecting this response because: At this point I don’t know if offered solution will fix the defective sectionalTech visit is scheduled for Friday 2/9/18.
Sincerely,
Nina ***

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

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,
Kimberly ***

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11020445, and find that this resolution is satisfactory to me
Saturday the 23rd or Sunday the 24th is good for service on my recliner
Sincerely,
Mark ***

The RoomPlace was disheartened to hear of our Customer’s concernThe Customer’s merchandise delivered 11/1/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 11/1/Regrettably, and despite best intentions, we are unable to process a claim outside of the warranty periodWe would be happy to provide contact information for Independently Owned and Operated Service Companies which may be able to assist with the Customer’s concernPlease let us know if we can provide this info via the siteWith much respect and gratitude, The RoomPlace, Customer Care

The RoomPlace was dishearten to learn of our Customer’s experienceThe Store management team has reached out to the Customer, extended a genuine apology for the misunderstanding and will adjust her account accordingly as it relates to the Delivery feeVery grateful to our Customer for her
understanding and businessBest regards, *** ***, Customer Care Operations Manager

The RoomPlace apologizes to our valued Customer if there was any misunderstanding on the process of validation and delay in issuing the cardOur records indicate the Gift Card has been issued and mailed to our CustomerThe credit is in-store, valid for a year from date of issuance on purchases of
$and aboveWith much appreciation for our Customer's understanding and loyaltyThe RoomPlace, Customer Care

The RoomPlace was saddened to learn of our valued Customer’s perceptionWe extend our sincere apology if at any point we did not meet her expectations I personally learned of our Customer’s concerns through a Yelp review however, could not locate the order with the limited name information
until the receipt of this complaintPerplexed by the allegation, I reached out in hopes of better understanding the actual facts that occurred given our comprehensive finance training and Sales Associate’s flawless compliance record historyDuring our conversation, the Customer indicated she was in the store a few times prior to 11/25/She alleges on one occasion, the Sales Associates did not honor the price on the sign and on her visit on the 25th, the Sales Manager ran her credit without her consent I personally conducted a thorough review as these types of allegations are very serious and extremely uncommon given the nature of our businessBased on facts presented from all parties involved (including a confirmation call by the secondary lender to the Customer while in the store and the additional information needed to proceed to the secondary option provided by Customer), I can only conclude that there must have been a misunderstanding as the events do not coincide and certainly do not support any willful wrong doingAs a side note, while many retailers provide various incentives based on credit applications, The RoomPlace has notIn one of our conversations, I inquired of our Customer as to what her expectations are in successfully resolving this concern, she indicated the sectional she wanted at no cost to her or a removal of the secondary credit inquiryThe RoomPlace is unable to deliver a sectional and no cost and cannot guarantee that we will be able to remove the inquiry despite best efforts and intentions however, in the genuine interest of customer service and in an attempt to continue our historic level of service, I have committed to personally working through our Customer’s request. I have initiated a deletion of the credit inquiry through the third party provider of serviceI am awaiting a response and will keep our Customer informed every step of the way until conclusion We are optimistic that the outcome will be favorable and to our Customer’s full satisfactionWith much respect and gratitude, Jasmine ***, Vice President, Customer Care Center

Our most sincere apology for the delayWe are saddened we were unable to meet your expectation on this purchase despite genuine intentions on mutual partsWe hope you will allow us an opportunity in the future to earn your business and demonstrate our Customer commitmentWith 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 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 4/10/The manufacturing warranty expired on 4/10/No extended protection elected at time of purchaseRegardless, The RoomPlace has reached out to our valued Customer in the genuine interest of Customer service and provided a resolution we believe meets with her full satisfactionWith much respect and gratitude, *** ***, Vice President, Customer Care Center

Complaint: ***
I am rejecting this response because:
I do not feel that waiting any longer for replacement parts is reasonable Since I've waited over ONE YEAR for parts, I have NO REASON to expect them to arriveA replacement is the only reasonable settlementThe unit in question has been non-functional for over one yearWhy should I be expected to continue looking at the broken furniture for any longer when I bought it new and also paid for the warranty? Frankly, I am insulted in the fact that when The Room Place replied they did not have all of the factsThe warranty should be honored, and in this case the lack of parts for such an extended period of time should warrant replacement.
Sincerely,
*** ***

The RoomPlace was disheartened to learn of our Customer’s concernThe Customer reselected in our showroom on the original set under the Satisfaction Guarantee PolicyThe new set delivered 10/11/is displayed in our showroom and does not come with a battery backupWe do not offer any sets which
come with a batter back up at this timeOur most sincere apology to our valued Customer however, despite best intentions, regrettably, we are unable to meet the Customer’s expectation and provide a battery backup as the set does not come with oneWith 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 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 October 6, The USB port did malfunction and a replacement part was ordered from the vendorThe part is available for installation, we will contact our Customer to schedule service and see how we can assist with the new concern reported in the complaintOur apology for the delay, all efforts will be made to resolve our Customer’s concern promptlyBest regards, *** *** Customer Care Operations Manager

Regrettably, there must have been some sort of misunderstandingThe protection plan has to be on the same invoice as the productCustomer can cancel up to days after delivery for a full refund but cannot add the protection once the order is closed which occurs upon pickup or deliveryThis has been the requirement from the start with the third party provider of service and we are unable to overrideTruly sorry we are unable to meet our valued Customer’s expectation as it relates to this requestWith much respect and gratitude, The RoomPlace, Customer Care

The RoomPlace was saddened to hear of our Customer’s concern and extend our sincere apology for not meeting her expectations despite best intentionsWe administer the warranty on behalf of the manufacturer however, in accordance with their guidelinesWe will review the claim within the next
business days in greater detail and reach out to the Customer to provide an updateWith much respect and gratitude, The RoomPlace, Customer Care

The RoomPlace was saddened to hear of our Customer’s concern and extend our sincere apology for not meeting her expectations despite best intentionsThe order on file indicates the Customer’s merchandise was delivered 3/1/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 3/1/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 3/1/With much respect and gratitude, The RoomPlace, Customer Care

The RoomPlace was sadden 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 9/12/The manufacturing warranty expired on 9/12/Our records do not show any damages reported to the merchandise prior to March of The Customer did elect the extend protection plan with a third party provider, ***The plan is accidental and requires the incident is reported within days of occurrenceWe are happy to reach out to the provider of service and inquire on the states of the claim and share any other additional information the Customer may be able to provide usPlease submit pictures via the Revdex.com site of the entire sectional in its entirely and a close up of the damageWe look forward to receiving the information and assisting with a resolutionWith much gratitude, The RoomPlace Customer Care team

Regretfully, the inspection mid February did not indicate any impression and or defectsWe are happy to explore options in assisting in the genuine interest of Customer service however, do require a photo showing the mattress in its entirety for further considerationPlease forward via the Revdex.com siteLook forward to concluding this matter upon receipt of the requested picturesWith much respect and gratitude, The RoomPlace, Customer Care

The RoomPlace was disheartened to learn of our Customer’s concernThe merchandise purchased is what was picked upThe day Satisfaction does not apply to merchandise picked up at our Distribution CenterWe will reach out to our Customer to gain further clarity on the concernWith much respect
and gratitude, The RoomPlace, Customer Care