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, Shermane H [redacted]
Initial Business Response / [redacted] (1000, 5, 2014/10/13) */ The RoomPlace empathizes with our CustomerWe are truly sorry to hear of the concern and perceptionThe original delivery date was 8/30/Customer contacted us via email (available upon request) on 9/15/for the first time to report four (4) large scratches to the floorAny property damage needs to be reported to our Customer Care Center by phone at XXX-XXX-XXXX within three (3) days of deliveryThis is also reflected on the Sales Receipt and Thank You card given at time of purchaseUpon learning of the concern via email, I personally reached out to our Customer however, given that fifteen (15) days have passed from original delivery and twelve (12) days outside of the timeframe to report any property damage, regrettably we were unable to open a claimIn closing, we extend our sincere apology for not meeting our Customer's expectations as we have every intension to do so within policy and reasonRespectfully yours, [redacted] , Customer Care Operations Manager Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was never given a thank you cardAnd it was never explained to me by the room place staff that I had days to file damagesSo how is a person to knowWho reads the fine print on receipts? I don't think this is fair Final Consumer Response / [redacted] (4200, 11, 2014/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Where do I send the pictures Final Business Response / [redacted] (4000, 17, 2014/10/30) */ The Customer did provide photos, based on initial review, it was unclear as to how this type of damage, clearly visible in the photos was not reported prior to the timeframe however after speaking with our Customer, I now have a better understanding as to how it may have not been discovered until laterAlthough we are uncertain as to how this occurred, given the focus on Customer satisfaction and in the genuine interest of Customer service, our carrier has agreed to complete repairsI spoke with the Customer and she has already been contacted by the carrier to make arrangements for the repairsShe expressed great satisfaction with the resolutionThe RoomPlace is grateful for the favorable outcome and for our Customer's loyaltyBest regards, [redacted] ***, VP of Customer Care
The RoomPlace was saddened to learn of our Customer’s concernThe original delivery was 7/21/ Customer contacted us after the delivery team left to report a dirt mark and ink stain on the sectionalFollowing our procedure, we asked for photos of the sectional and the damaged area
Upon receipt of the photos, we were unable to determine the location of the issue and asked if it was on the sofa, loveseat or wedgeCustomer demanded all three items exchanged which we honored however could not meet her expectation for a delivery after 6:30pm with only her merchandise on the truckShe then requested a pickup for a refund, which we honored however, she stated she was off on Tuesday, 8/1/and would take the exchange insteadProduct was inspected and scheduled for delivery on 8/1/The delivery team called and stated that the Customer was refusing all three pieces as they were not in carton and would not reschedule until she spoke with the Revdex.comThe merchandise was not in original packaging as it was opened and inspected at our Distribution Center as all exchanges areTo date, Customer has not scheduled the exchange and is awaiting a response through the Revdex.comThe RoomPlace will honor our commitment for an exchange, product will not be in original packaging as it will be inspected along with a delivery fee refund as a final attempt to resolve the Customer’s concern however, the exchange must be scheduled within the next ten (10) days and no other damaged other than what is documented and illustrated on the pictures can be present during the pickupIf there is any other damage, we will not be able to proceed with an exchange and the claim will be closedIf the exchange is not to Customer’s expectation, we will pick up all three pieces and issue a refundThis needs to be resolved within the next days as the claim has exceeded the timeframe in which we can exchange merchandiseIf Customer prefers, we can issue a $credit to keep product as is along with the already committed delivery fee refundPlease let us know preferenceWith much respect and gratitude, The RoomPlace, Customer Care
Initial Business Response /* (1000, 5, 2014/10/04) */
In response to this complaint, we apologize if our Customer was not satisfied with what we thought was a favorable outcome to her claim. 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 items 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. The Customer contacted The RoomPlace on 3/25/14 and indicated there were concerns with the dresser. We dispatched service to inspect and repair the concern under the limited manufacturing warranty on 03/27/14. The service technician determined that the damage was not repairable. As such, we informed the Customer of the reselection credit and timeframe (not to exceed seven days). No further contact from the Customer until 9/29/14. At which time we informed Customer that the reselection period has long expired however in the genuine interest of Customer service, we are voluntarily extending to 10/15/14. In addition, we are exploring one last opportunity in locating the part to repair. This offer will expire on 10/16/14 and no other exceptions will be available. Best regards, [redacted] Customer Care Operations Manager
Initial Consumer Rebuttal /* (3000, 7, 2014/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Though I appreciate that they're willing to give me another dresser for the same value, and or trade and pay the difference my issue is that I went the last time to look at some dressers there wasnt any in the value of the dresser I have now, they were way more expensive, thats why I didnt end up getting another dresser the last time. I called this last time around because I saw that they were having a sale and I was hoping that I can get another dresser without having to put any money towards it, not to give a sad story but I don't have any spare money to add towards another dresser, I had this particular bedroom set in layaway for a long time it took me a while to pay it off
Final Business Response /* (4000, 12, 2014/10/14) */
Great news, We are delighted to report Customer received her delivery today and is very pleased with the outcome. We believe the matter has been resolved to her full satisfaction based on our conversation. Best regards, [redacted] Vice President, Customer Care Center
Initial Business Response /* (1000, 5, 2014/10/13) */
The RoomPlace empathizes with our Customer. We are truly sorry to hear of the concern and perception. The original delivery date was 8/30/14. Customer contacted us via email (available upon request) on 9/15/14 for the first time to report four...
(4) large scratches to the floor. Any property damage needs to be reported to our Customer Care Center by phone at XXX-XXX-XXXX within three (3) days of delivery. This is also reflected on the Sales Receipt and Thank You card given at time of purchase. Upon learning of the concern via email, I personally reached out to our Customer however, given that fifteen (15) days have passed from original delivery and twelve (12) days outside of the timeframe to report any property damage, regrettably we were unable to open a claim. In closing, we extend our sincere apology for not meeting our Customer's expectations as we have every intension to do so within policy and reason. Respectfully yours, [redacted], Customer Care Operations Manager.
Initial Consumer Rebuttal /* (3000, 7, 2014/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was never given a thank you card. And it was never explained to me by the room place staff that I had 3 days to file damages. So how is a person to know. Who reads the fine print on receipts? I don't think this is fair.
Final Consumer Response /* (4200, 11, 2014/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Where do I send the pictures.
Final Business Response /* (4000, 17, 2014/10/30) */
The Customer did provide photos, based on initial review, it was unclear as to how this type of damage, clearly visible in the photos was not reported prior to the timeframe however after speaking with our Customer, I now have a better understanding as to how it may have not been discovered until later. Although we are uncertain as to how this occurred, given the focus on Customer satisfaction and in the genuine interest of Customer service, our carrier has agreed to complete repairs. I spoke with the Customer and she has already been contacted by the carrier to make arrangements for the repairs. She expressed great satisfaction with the resolution. The RoomPlace is grateful for the favorable outcome and for our Customer's loyalty. Best regards, [redacted], VP of 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,
Shermane H[redacted]
The Delivery fee was committed prior to and the commitment will be honoredBest regards, 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, Shermane H [redacted]
Initial Business Response / [redacted] (1000, 5, 2014/10/13) */ The RoomPlace empathizes with our CustomerWe are truly sorry to hear of the concern and perceptionThe original delivery date was 8/30/Customer contacted us via email (available upon request) on 9/15/for the first time to report four (4) large scratches to the floorAny property damage needs to be reported to our Customer Care Center by phone at XXX-XXX-XXXX within three (3) days of deliveryThis is also reflected on the Sales Receipt and Thank You card given at time of purchaseUpon learning of the concern via email, I personally reached out to our Customer however, given that fifteen (15) days have passed from original delivery and twelve (12) days outside of the timeframe to report any property damage, regrettably we were unable to open a claimIn closing, we extend our sincere apology for not meeting our Customer's expectations as we have every intension to do so within policy and reasonRespectfully yours, [redacted] , Customer Care Operations Manager Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was never given a thank you cardAnd it was never explained to me by the room place staff that I had days to file damagesSo how is a person to knowWho reads the fine print on receipts? I don't think this is fair Final Consumer Response / [redacted] (4200, 11, 2014/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Where do I send the pictures Final Business Response / [redacted] (4000, 17, 2014/10/30) */ The Customer did provide photos, based on initial review, it was unclear as to how this type of damage, clearly visible in the photos was not reported prior to the timeframe however after speaking with our Customer, I now have a better understanding as to how it may have not been discovered until laterAlthough we are uncertain as to how this occurred, given the focus on Customer satisfaction and in the genuine interest of Customer service, our carrier has agreed to complete repairsI spoke with the Customer and she has already been contacted by the carrier to make arrangements for the repairsShe expressed great satisfaction with the resolutionThe RoomPlace is grateful for the favorable outcome and for our Customer's loyaltyBest regards, [redacted] ***, VP of Customer Care
The RoomPlace was saddened to learn of our Customer’s concernThe original delivery was 7/21/ Customer contacted us after the delivery team left to report a dirt mark and ink stain on the sectionalFollowing our procedure, we asked for photos of the sectional and the damaged area
Upon receipt of the photos, we were unable to determine the location of the issue and asked if it was on the sofa, loveseat or wedgeCustomer demanded all three items exchanged which we honored however could not meet her expectation for a delivery after 6:30pm with only her merchandise on the truckShe then requested a pickup for a refund, which we honored however, she stated she was off on Tuesday, 8/1/and would take the exchange insteadProduct was inspected and scheduled for delivery on 8/1/The delivery team called and stated that the Customer was refusing all three pieces as they were not in carton and would not reschedule until she spoke with the Revdex.comThe merchandise was not in original packaging as it was opened and inspected at our Distribution Center as all exchanges areTo date, Customer has not scheduled the exchange and is awaiting a response through the Revdex.comThe RoomPlace will honor our commitment for an exchange, product will not be in original packaging as it will be inspected along with a delivery fee refund as a final attempt to resolve the Customer’s concern however, the exchange must be scheduled within the next ten (10) days and no other damaged other than what is documented and illustrated on the pictures can be present during the pickupIf there is any other damage, we will not be able to proceed with an exchange and the claim will be closedIf the exchange is not to Customer’s expectation, we will pick up all three pieces and issue a refundThis needs to be resolved within the next days as the claim has exceeded the timeframe in which we can exchange merchandiseIf Customer prefers, we can issue a $credit to keep product as is along with the already committed delivery fee refundPlease let us know preferenceWith much respect and gratitude, The RoomPlace, Customer Care
Initial Business Response /* (1000, 5, 2014/10/04) */
In response to this complaint, we apologize if our Customer was not satisfied with what we thought was a favorable outcome to her claim. 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 items 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. The Customer contacted The RoomPlace on 3/25/14 and indicated there were concerns with the dresser. We dispatched service to inspect and repair the concern under the limited manufacturing warranty on 03/27/14. The service technician determined that the damage was not repairable. As such, we informed the Customer of the reselection credit and timeframe (not to exceed seven days). No further contact from the Customer until 9/29/14. At which time we informed Customer that the reselection period has long expired however in the genuine interest of Customer service, we are voluntarily extending to 10/15/14. In addition, we are exploring one last opportunity in locating the part to repair. This offer will expire on 10/16/14 and no other exceptions will be available. Best regards, [redacted] Customer Care Operations Manager
Initial Consumer Rebuttal /* (3000, 7, 2014/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Though I appreciate that they're willing to give me another dresser for the same value, and or trade and pay the difference my issue is that I went the last time to look at some dressers there wasnt any in the value of the dresser I have now, they were way more expensive, thats why I didnt end up getting another dresser the last time. I called this last time around because I saw that they were having a sale and I was hoping that I can get another dresser without having to put any money towards it, not to give a sad story but I don't have any spare money to add towards another dresser, I had this particular bedroom set in layaway for a long time it took me a while to pay it off
Final Business Response /* (4000, 12, 2014/10/14) */
Great news, We are delighted to report Customer received her delivery today and is very pleased with the outcome. We believe the matter has been resolved to her full satisfaction based on our conversation. Best regards, [redacted] Vice President, Customer Care Center
Initial Business Response /* (1000, 5, 2014/10/13) */
The RoomPlace empathizes with our Customer. We are truly sorry to hear of the concern and perception. The original delivery date was 8/30/14. Customer contacted us via email (available upon request) on 9/15/14 for the first time to report four...
(4) large scratches to the floor. Any property damage needs to be reported to our Customer Care Center by phone at XXX-XXX-XXXX within three (3) days of delivery. This is also reflected on the Sales Receipt and Thank You card given at time of purchase. Upon learning of the concern via email, I personally reached out to our Customer however, given that fifteen (15) days have passed from original delivery and twelve (12) days outside of the timeframe to report any property damage, regrettably we were unable to open a claim. In closing, we extend our sincere apology for not meeting our Customer's expectations as we have every intension to do so within policy and reason. Respectfully yours, [redacted], Customer Care Operations Manager.
Initial Consumer Rebuttal /* (3000, 7, 2014/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was never given a thank you card. And it was never explained to me by the room place staff that I had 3 days to file damages. So how is a person to know. Who reads the fine print on receipts? I don't think this is fair.
Final Consumer Response /* (4200, 11, 2014/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Where do I send the pictures.
Final Business Response /* (4000, 17, 2014/10/30) */
The Customer did provide photos, based on initial review, it was unclear as to how this type of damage, clearly visible in the photos was not reported prior to the timeframe however after speaking with our Customer, I now have a better understanding as to how it may have not been discovered until later. Although we are uncertain as to how this occurred, given the focus on Customer satisfaction and in the genuine interest of Customer service, our carrier has agreed to complete repairs. I spoke with the Customer and she has already been contacted by the carrier to make arrangements for the repairs. She expressed great satisfaction with the resolution. The RoomPlace is grateful for the favorable outcome and for our Customer's loyalty. Best regards, [redacted], VP of Customer Care
The Delivery fee was committed prior to and the commitment will be honored. Best regards, 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,
Shermane H[redacted]