Rosenberry Rooms

I purchased an Emma loft bed with tents and ladder with assembly services in November 2017 from Rosenberry rooms. The product was delivered to me end of December after being back ordered through the holidays. An Apollo technician came to assemble the bed but informed me that it was unsafe to complete the assembly because the legs of the headboard and foot board cracked with application of inserts. This was communicated to Rosenberry customer service with great resistance on their part that the parts were not defective. They decided that replacement legs were needed despite the information I provided them. The parts arrived and the technician came to assemble the bed a second time. He reiterated that it’s unsafe to assemble the bed and Rosenberry sent the wrong parts. This was again communicated to customer service and started corresponding with the manufacturer customer service Bolton. They said they will make this right for me. They will send replacement headboard and footboards with the inserts already applied. The second replacements arrived and on inspection no inserts were applied on all the legs as stated would be done and there was a crack on the leg of the replacement footboard. This was also reported to customer service 1/27/18. They said the defect was not significant and if problems do arise, the original footboard should be used. I have painstakingly sent numerous pictures of their products. Today, the assembly company told me they were instructed not to schedule the assembly of my bed. No one told me why. They have been very difficult to deal with. Up to now, I have no idea what’s going to become of the loft bed that I ordered and paid for in November. Would they force construction of that bed with defective parts? Should they reimburse me? Should they give me a refund? Last I heard I would have to pay shipping to return the items and 25% restocking fee. And that’s why I opted to give them a chance to replace the defective parts and they have not delivered the quality they had promised. And on top of that they were extremely difficult to talk with and downright nasty. They have not answered my emails and quite frankly I don’t want to call them. I have been communicating with the assembly company they are affiliated with. Quite frankly I don’t know how else to communicate with Rosenberry without suffering tremendous aggravation.

Purchase was made on 9-15-2015 & product was to be delivered in 1 to 2 weeks. Payment was made on 9-19-2015 for purchase and product has not shipped.I purchased a child's piggy bank on 9-18-2015, item was in stock and payment was made from my account and posted on 9-19-2015. The item was to ship in 1 to 2 weeks. Item has still not shipped or arrived and I have contacted Rosenberry rooms now 4 times and they advised me that they would credit my account last week if item didn't ship. Item, still has not shipped, they have not contacted me with any updates. I asked them to cancel the delivery and they were unable to comply with this. They have had my money for over a month, are unwilling to credit my account and are unable to produce the product. The service is the worst I have ever experienced and I order from many online shops. They even advised me that they had already paid their vendor so they would be at a loss if they credited my account. Yet, I have been at a loss since the 19th of September and Rosenberry Rooms will not rectify the situation or update me.Desired SettlementI want the company to cancel my order and refund my money immediately. It is not my fault that they can't work with trusted vendors and they should not be charging customers until the item has shipped or delivered. Business Response /[redacted]/This customer was refunded already.Consumer Response /[redacted]/After filing my complaint with the Revdex.com, Rosenberry Rooms contacted me via email and advised me that my money would be refunded. Within a few days of that response, the full refund was credited to my account, but only after I filed the complaint with the Revdex.com. Before that, all of my requests went without a response.Final Consumer Response /[redacted]/

Order placed in late June, guaranteed by July, has yet to be completed. Customer service does not answer phone/respond to emails, despite many tries.I ordered 3 items from this company (order #XXXXXX) on June 29, 2016. I received the first item within 10 days. I emailed first on July 7 to inquire about the missing items. The next day, I received an email stating the missing hook would ship within 2 weeks. I re-emailed on July 31 and got a response on August 4 saying they would look into it. No email response yet. I have left several voicemails, with no responses.The third item arrived today, with incorrect spelling of personalized name. I was guaranteed I would receive this item several weeks ago, as I need it for a baby party this weekend. No one answered the phone from the customer service department again. I emailed this evening stating my concerns, and notified them I would be reaching out to the Revdex.com.My concern is that this company does not have an accessible customer service department, does not follow through on pending items, and did not complete the order in a timely fashion that was guaranteed.Desired SettlementI would like to receive the missing item and corrected item in an expedited fashion.Business Response To whom it may concern, this customer ordered two personalized decor items, with a specified lead time of 4-6 weeks. The customer also supplied an incorrect address that had to be later corrected after a failed delivery attempt. One personalized item was misspelled by the artist, for which we issued a full refund. The other item was missing a piece, which is being expedited to her via Fedex. Personalized items do have longer lead times, and occasionally there are production errors. We have apologized to the customer and refunded the portion that was not made to her satisfaction. Due to the number of inquires that we receive our phone system prompts customers to send an email to customercare so that we can create a ticket, and have a service record of the order. We responded to multiple written inquires regarding her order. Her circumstance was unfortunate, and we worked to remedy the situation with all available means.

Product ordered July 6th, still hasnot shippedI ordered the following product on July 6th. Order # XXXXXX.SKU: XXXXXaa12ltcoITEM:Legacy Be Neat Bib in The CommodoreSKU: XXXXXaa01ltadITEM: Legacy Be Quick Clutch Diaper Bag in The AdmiralSKU: XXXXXaa10pswITEM: Be Quick Clutch Diaper Bag in Pink SwearI have sent 12 emails asking when it would ship. It is now August 25th, still has not shipped and they have stopped responding to my emails.Desired SettlementI want the products I ordered!Business Response /[redacted]/We received the customer's order on July 6 as stated. At the time the items the customer ordered were on order with the supplier and we intended to ship out immediately upon receipt of our inventory. Upon receipt of the inventory from the supplier, we discovered some of the items ordered by this customer were missing and we had to submit a new wholesale order to our supplier. Additionally, we were not previously informed by the supplier that one of the items was discontinued. Customer cancelled the order for that item. The remaining items were shipped on August 25, 2015, after they were received in our inventory and the tracking number is: XXXXXXXXXXXXXXXXXXXXXX. The package was delivered 8/29. We corresponded with the customer by e-mail on 5 occasions and did not intentionally mislead the customer about the shipping delay.

I just ordered a beautiful wall decal from Rosenberry Rooms. For some reason my cyber discount wouldn't work, so I emailed that it didn't work and in less than 12 hours I recieved an email with the proper adjustment. I was so pleased with the quick response. To me promptness exudes professionalism. I look forward to doing future business with this company!

I purchased two Dwell Studio pillows from this business on 24th Aug 2014. After weeks of waiting I did not receive any items or even the shipping confirmation from the company. When you call their 877 number they give you no option to speak to a live person who can tell you anything about your order. The only options are to leave a msg or email. Tried to call many many times and was never able to speak to anyone.
Finally this morning when I called I played around and got to speak to a live person. I was told that I made a purchase with an old Rosenberry Rooms and this has been acquired since then and I need to get in touch with the old owners. Obviously old owners who have sold the company are not liable for its debt. They think I have no idea about mergers & acquisitions, but I do know that when you buy a company you buy with it its loans/debts and you have to pay them unless you assume them. The only solution they gave me was to dispute this with my credit card company, knowing full well that credit card companies don't take up disputes after 90 days.
This is a farce of a company and this is the reason small businesses like this one, will always stay small or go bankrupt.

Ordered and paid for product in August 2014, after several inquiries to the company have been told that the product is out of stock until Feb. 2015. I ordered a Yellow Jacket Pedal Airplane on August 23, 2014, once the order was placed my credit card was charged $452.00. My order number is XXXXXX. The inital ship date was 11-1-2014. On X-XX-XXXX I logged onto my account to see the status of the plane and it said it was in production. I sent an eamil to the company on XX-XX-XX inquiring and asking the status and was informed that the item was on back order and it would be back in stock in February of 2015. I told them that the item was ordered in August and my card charged and that the item ordered was in fact a Christmas gift for my one year old grandson and at this time I would wait to see if the ship date would change, they did say they would be happy to find an alternative product or refund my credit card, again I made the decision to hold off on canceling the product at the time. I continued to check the status of my order through November and it stilled showed that it was in production. On December 16, 2014 I checked the status of my order and again it still showed it was in production. I contacted the company again and inquired about it and was told that the plane is out of stock until late February, unconfirmed. I told them that I would wait a bit longer as I do want the item I ordered but would let her know at a later date what my next step will be. This item was ordered back in August and here it is the end of December....4 months later, the item has been paid in full but yet I still do now have the product. Then to have to wait at least another two months.....for a total of 6 months and again keep in mind the item has been paid for in full yet I am paying interest on the $452.00 for something that I do not have. They should have immediately refunded my credit card when they knew that the item was out of stock until February 2015 and emailed me and asked if I wanted to cancel the order or not, but instead I have had to make the contacts. I would still like the item I ordered but at this point I do not feel that they should have charged my credit card all the while I am having to pay interest on the $452.00. I would like to have an exact ship date as it is difficult for me to believe that this item ordered 4 months ago is in such hot demand. I would also like to be reimbursed for the interest that is accrueing on the $452.00 for the last 4 months and any months going forward. If the item is not going to be delivered and soon they I will have my ordered cancelled and request a full refund plus interest.Desired SettlementIf the ordered is not going to be filled I want a full refund of $452.00 plus interest that has accrued on this amount.Business Response /[redacted]/Hi [redacted],I am so sorry this order was on extended back order, with our vendor [redacted] We understand you purchased from Rosenberry Rooms so have to go through us for the cancellation - however, it was clearly marked as a "pre-order" at the time of purchase and you were notified about the extended back as the dates changed. We have cancelled your order, but need you to call us so we can issue a refund as we do not hold credit card information for customers. Our number is XXX-XXX-XXXX

I ordered nursery furniture in Aug-14 with a promised delivery of late Oct-14 & confirmed this a month later. This did not happen & horrible service.Ordered nursery furniture of 8/4/14 Order #: XXXXXX for $3805.20 with a promised ship date of the last week of Oct. Was promised would be contacted to have delivery date would be confirmed 9/4, was not, so I reached out to them and confirmed orig delivery date. the last week of Oct, when I should have had my furniture I reached out to get a tracking number and they told me it will not come until Nov. I later found out they knew this when they sold me the furniture. They gave me a $150 refund to compensate for the misleading information and delay I assume, but with a baby due then that did not suffice for me, I wanted my furniture. Furniture was promised three different ship dates in Nov, when it finally came the delivery company that they insisted on using had to cancel because they over scheduled their drivers hours and was shut down by DOT (the delivery company dispatch told me this). When the delivery company came they came without the dresser and could not locate it. Told me it would take 48 hrs to locate - a week later they still had not reached out to me, until my husband sent an email and surprise it was found. When delivery finally came (after my baby was born) they scheduled a delivery of 9am-noon with a promised call one hour before. They showed up an hour early without a call because it was "too early to call". Throughout the entire process I had promised follow up calls, Rosenberry would get back to me with information and never did until I called and emailed multiple times on many separate occasions, every step of the way. Rosenberry had countless promises they did not make. Finally I emailed the owner on 12/2 stating I am unhappy and would like a discount offered with no response. Followed up with [redacted] again on 1/3/15 and still have received no response. The whole process was incredibly stressfull on a pregnant woman and Rosenberry showed no respect for that. I was told by the owner that they cannot offer any more than a $150 refund because they are more concerned with their margins than customer satisfaction. After taking three days off of work for the delivery and countless hours on the phone and email by both my husband and myself I am requesting a $570.78 refund - to represent a 15% discount off of the original price paid, which I do no feel even covers the effort I have put into this but would suffice. Thank you for your help reaching Rosenberry and their owners, since I have not had any success on my own.Desired SettlementI am requesting a $570.78 refund - to represent a 15% discount off the original price paid, which I do no feel even covers the effort I have put into this but would suffice. Thank you for your help reaching Rosenberry and their owners, since I have not had any success on my own. Business Response /[redacted]/Hi [redacted], Thank you for taking the time to voice your feedback on your order for the Cape Cod Conversion Crib and Taylor Six Drawer Dresser. While we have already apologized immensely for the delays you experienced with your order. Rosenberry Rooms has already extended a discount in the amount of $572.80 on this order. This was calculated by a 10% discount and $150 off the delivery fee due to the delays. We are unable to provide any additional compensation. I am truly sorry for the delays and frustrations you experienced, but am so glad you have finally received your crib and are enjoying the company of your newborn. Consumer Response /[redacted]/The 10% discount was a sales promotion at the time of purchase and not compensation for the misleading sales pitches, false delivery dates, stress, days off work, etc. to a newly expectant mother who was depending on you. The only discount you offered was $150, which I do not feels suffices for the hassle, times spent, bad business practices, and sole fact your sales reps told me your company was well aware of the delays when you sold me the furniture and promised me misleading delivery times and then reconfirmed them 30days later.Final Business Response /[redacted]/Hi [redacted], Thank you for taking the time to voice your feedback on your order for the Cape Cod Conversion Crib and Taylor Six Drawer Dresser. While we have already apologized immensely for the delays you experienced with your order. Rosenberry Rooms has already extended a discount in the amount of $572.80 on this order. This was calculated by a 10% discount and $150 off the delivery fee due to the delays. Since the issues you experienced with your order were related to delivery problems. Rosenberry Rooms will refund you the full delivery fee on the dresser and bed. Please look out for a reimbursement of $124.00 that will cover the outstanding delivery charges. We have submitted this to your MastercardTransaction informationTransaction IDXXXXXXXXXAXXXXXXFDate and timeJan 23, 2015 12:19:36 PM PSTTransaction typeCreditCard typeMasterCardCard numberXXXXXXXXXXXXTotal$124.00 USD Final Consumer Response /[redacted]/(The consumer indicated he/she ACCEPTED the response from the business.)

Placed an order and paid for 4 fabric swatches and they has not been received.Placed an order for fabric swatches on 8/13/2015 which was paid for via PayPal for 26.95. On 8/13/2015 I received a credit for 6.95 for shipping. I have not yet received this order. I have left several messages with the company and sent several emails to customer service and have not received a response.I then called and selected the option to "place a new order". Somebody answered the phone. When I explained to them my situation, they knew who I was. She said that the 4 swatches ordered were not in stock and had to be sent from the manufacturer. She said 3 were sent out on Friday and the 4th was sent out the day I called, on Tuesday. It is now Friday and have not received either shipment. They state that if the swatches are returned within 4 weeks of order, they will refund you money. What happens if it is more than 4 weeks before I even get them? Will I not get a refund? I want my money back from these bad people.Desired SettlementResolution is simple. I want a refund for the $20 paid for product not received.Business Response /[redacted]/This has been resolved, customer was refunded AND received his swatches.Consumer Response /[redacted]/I disagree with the information provided by the company. I was refunded ONLY AFTER this Revdex.com complaint was filedANDI have not received the swatches. I would like tracking # verification that the swatches were delivered if the company is going to make such a false claim. They were never received by me.Final Business Response /[redacted]/We appreciate this customer's feedback. The customer ordered 4 fabric swatches from us on 8/12/15. We placed the order with our supplier on 8/13/15. The items were mailed but never received by the customer. The customer contacted us upset by the situation on 9/8/15 and we immediately credited the order on the same day on 9/8/2015.Final Consumer Response /[redacted]/(The consumer indicated he/she DID NOT accept the response from the business.)The company is covering up their mistakes and negligence. I spoke with people at the company on several occasions and what they are "claiming" happened really did not. They gave me false dates as to when the items shipped knowing fully that they had not.This is very deceitful.Now they are changing their story. Their last response was that I was credited AND I received the swatches. Not until I disputed that fact, are they now changing their statement to "they were mailed out and never received by the customer".How can they make such statements without facts. I hope other people find this correspondence helpful in selected a company for their needs.

Will not refund the money after 2 years of promising the productPurchase Date: Nov. 20th, 2013Payment Method: Paypal Debit Master CardPaypal Master card Transaction ID#: 5VWXXXXXKFXXXXXXUPayment Amount: $297.83Sales Rep: [redacted]Reference #:XXXXXXOrder #:XXXXXXClassic Pedal Truck in Deep Burgundy ITEM # [redacted]Problem date: Started from the expected shipment date of 01/02/2014(still dont have)Product was ordered as a Christmas gift for Christmas 2013. The item never arrived and they called and said it would ship at a later date. Its 2015 and still have no product. We have called several times in 2014 and in 2015. The sales rep told me that the company that the money was handled under had now closed and that they could not refund me and for me to contact my credit card company to issue a charge back. I contacted my Credit card company and they said that they cannot issue a charge back because of the time frame. Paypal also said the same thing. I am out almost $300 and am very upset with the customer service, the way they kept putting us off saying the product was coming, wanting us to change the order, etc. I honest think it is terrible business etiquette on there part. I just want what is right and get my money back. They are stealing from consumers! The business savvy of Rosenberry Rooms,LLC is awful. Please help! I have given them almost 2 years to make this right and they have come up with every excuse not to help me or refund me. Please help.Desired SettlementI want my money back. If they were legit and committed to making it right, they would refund me and send a pedal car of there choice to make it right! But I doubt that will happen. Its been almost 2 years and I have nothing and they WILL not contact the consumer, They make the consumer contact them. I want my Money Back!!!!Business Response /[redacted]/This customer ordered an item that has been on extended backorder since 2013. The original order was placed on 11/19/2013. When we placed the order with the supplier, we were informed that the item was not available to ship and we informed the customer of that fact. The customer wanted to wait for the item to return to stock, so the order was left open. As of December 2013, the expected in stock date was Summer 2014, and the customer was informed in writing of that date on 12/21/2013 via email. On 5/15/2014, we informed the customer it would be 2 or 3 more months, which was the information given to us by the supplier at that time. Unbeknownst to us, the reason for the extended backorder was because the supplier's manufacturer in China unexpectedly went under and they were having a hard time finding a new manufacturer and sourcing the materials for the item. We informed the customer of the continued delay on 10/2/2014 in writing and told him that the backorder was extended to 2015. A further backorder extension notice was sent to the customer in writing on 11/14/2014 (with a new ETA of January or February 2015, per our supplier), and the customer did not choose to cancel the order, which remained open in our system. The Customer decided to cancel around 8/31/2015, but Rosenberry Rooms had been sold on March 4, 2015. The previous owners of Rosenberry Rooms would not have been able to refund the customer his money, so we recommended that he do a charge back with his credit card company, but the credit card company declined due to the amount of time that had passed since his order was placed.The new ownership of Rosenberry Rooms approved reimbursement of this customer for the order he placed with the previous ownership. Our A/P representative contacted him on 9/29/2015 to confirm who to send the check to, but we received no response. We also called his telephone number the following day, but no one answered and it rang and rang. We are still willing to reimburse this customer on behalf of the former owners of Rosenberry Rooms, but we need him to respond to us about whom to make the check payable and where it should be sent.

I order a special light switch plate from Rosenberry Rooms and they have charge my credit card. But they have not yet sent my plate. Order it on 12/14/14 and have contacted them several times. They promise me it would be delivered by 1/9/15. I received a tracking number on 1/8/15 ,but all that shows is that a label was created. They tell me that they will keep me updated ,but never do. I really want that plate.Product_Or_Service: Owl Light switch plateOrder_Number: XXXXXXDesired SettlementWant my light switch plate.Business Response /[redacted]/Contact Name and Title: [redacted] - Sales ManagContact Phone: XXXXXXXXXXContact Email: [redacted]@rosenberryrooms.comOur vendor, Slightly Smitten Kitten shipped this item via USPS XXXXXXXXXXXXXXXXXXXXXX on January 8. Unfortunately the tracking number has not been scanned. We have asked her to look into this and if it has not been scanned by Friday 1/16 to issue a replacement. We are so sorry for the delay on this order. Consumer Response /[redacted]/I still want this item and would like to know when I will receive it.Final Consumer Response /[redacted]/(The consumer indicated he/she ACCEPTED the response from the business.)Final Business Response /[redacted]/I'm really sorry about that. Our vendor swears this was shipped. If it does not arrive by Monday 1/19. She will remake this for you and have it rushed out. I am so sorry about this fiasco and apologize for the inconvenience on the switch plate cover. We will touch base with you on Monday.