Initial Business Response / [redacted] (1000, 5, 2015/01/17) */ Contact Name and Title: [redacted] Contact Phone: [redacted] The RoomPlace is truly disheartened to learn of our Customer's perception and sincerely apologize for his experienceThe extended warranty purchased by the Customer is with the third party service provider [redacted] There seems to be some confusion as the documentation provided by our Customer is not for [redacted] , it is for a [redacted] warranty, which The RoomPlace does not offerThe RoomPlace offers the in-store credit for the amount of the warranty protection (provided no claims are filed within the year [redacted] warranty period)The NoUse NoLose guarantee is through The RoomPlace, not [redacted] The in-store credit of $has been issued to the Customer's in-store credit account, valid for a period of one year from date of issuance on purchases of $and aboveThis in-store credit will expire on ??????? The RoomPlace takes great pride in serving our Customers exceptional well and extend our sincere apology for not meeting our Customer's expectations despite best efforts on mutual parts and intensionsIf we can provide any other clarity, please let us know [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/01/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Ok I get it it's not guardianHowever we were misled at the time of saleWe were told we would be refunded the 75$Not that we would be given a store creditI would not have gone this far on my complaintAfter more than five yearsIf I was told anything differentI do not accept what they are now changing it toA 75$ credit is only good if I needed furnitureI don'tAnd now I don't feel the Room place is a creditable business Final Business Response / [redacted] (4000, 9, 2015/01/26) */ As much as we would love to meet our valued Customer's expectation, in all fairness to all of our Customers who qualify for the program, we must comply with the guidelines of the NoUse NoLose warranty program and be consistent in our practicesFrom the initial launch, the guidelines have remained the same and have been administered as suchDespite best efforts and intentions, we are unable to issue a refund as this is an in-store credit programI will personally reach out to our valued Customer, offer my sincere apology for not meeting his expectation and hope that our Customer will understand and accept the in-store credit issued on the accountWith much gratitude, [redacted] Customer Care Operations Manager
Initial Business Response / [redacted] (1000, 5, 2015/05/07) */ The RoomPlace is disheartened to learn of our Customer's perception and sincerely apologizes for her experienceThe RoomPlace is a reputable business and we take great pride in serving our valued Customers exceptionallyAt times, and despite best efforts, there may be delays however they are very limited and all efforts are made to expedite the deliveryThe merchandise is being delivered to Sugar Land, TXThe carrier picked up the merchandise on 4/30/from our Distribution Center in Woodridge, IL., National Deliveries can take 14-days from the time the order is picked up until the date of deliveryThe carrier will contact the Customer to schedule the date once the product arrives in TXOur apology again for the delay and her experienceWe are an organization that stands committed to our Customers and continual evolvement of our service levelsWe thank our Customer for her willingness to work through these concerns with us and her buinessWith much gratitude, [redacted] , Customer Care Operations Manager
Initial Business Response / [redacted] (1000, 5, 2015/03/26) */ The RoomPlace apologizes to our valued Customer if there was any misunderstanding at time of purchase in Since the introduction of the program, the guidelines have remained the sameIn an effort to continue our historic level of Customer service and consistently execute for all our valued and loyal Customers, we are unable to meet the Customer's expectations and issue a refund of the NoUse NoLose warranty creditThe credit is in-store, valid for a year from date of issuance on purchases of $and aboveThe Customer has an in-store credit of $which will expire on 03/14/The RoomPlace extends our sincere apology that our Customer is not satisfied with the in-store credit however, and as much as we would love to meet her expectations, we simply must remain consistent in our practices for the good of all of our CustomersWith much appreciation for our Customer's understanding and loyalty [redacted] ***, Vice President, Customer Care Operations Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/03/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this, after doing more research I now know that there are several people who were told the same thing as myself when it came to the refund, and these people are just as upset as I amI do not planOn ever returning to Harlem furniture, they will tell you a lie just to make a saleSo now I feel they are taking from me my money that I never usedThis is absolutely absurd, that they as a business can get away with thisLike I said before I want to be able to use my credit that is rightfully mine without having to pay more Final Business Response / [redacted] (4000, 9, 2015/04/06) */ The RoomPlace is disheartened to learn of our Customer's perception and truly apologize that we are unable to meet her expectation despite the most of genuine intentionsThe program was designed to give our Customers an in-store credit towards new purchases of $or more, the guidelines have remained the same and in fairness to all of our Customers, we must remain consistent in execution on the NoUse NoLose ProgrameThe Customer has an in-store credit of $which will expire on 03/14/The RoomPlace extends our sincere apology that our Customer is not satisfied with the in-store credit and that we are unable to meet her expectationsWith much appreciation for our Customer's understanding and loyalty [redacted] ***, Vice President, Customer Care Operations
Initial Business Response / [redacted] (1000, 5, 2015/02/17) */ The RoomPlace empathizes with our Customer and are truly sorry to hear of the concern and perceptionThe account was opened through a third party provider of credit, [redacted] bankThe Credit Card Agreement was provided to Customer at point of sale along with a copy of the Customer's signed charge receipt (available upon request) agreeing to a month deferred interest planThere is a 3.5% minimum monthly payment required on all deferred interest plansWe do not offer any such plan as referenced by Customer and are unclear as to what contract is referencedWe are a reputable organization and take great pride in serving our Customers exceptionally wellUnder no circumstances would we engage in such practices as alleged herewithI will reach out to our Customer in hopes of better understanding what had transpired that lead to such a perception and will explore all options possible to assist with a resolutionWith much respect and gratitude, [redacted] VP of Customer Care Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/02/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is absolutely no resolution to this complaint whatsoeverAnd they are simply denying the truthThe truth is, THEIR (not the banks) sales agent pulled out a calculator and "crunched" numbers to get to an Afigure that included the furniture, the sales tax, finance charges, etcShe clearly (there was no confusion) told us that the cost we would be paying monthly was $She said this multiple timesThe sales person and the RoomPlace is who sold the furniture to us, not the bankTHE ROOMPLACE told us the price, THE ROOMPLACE told us how much it would be every month, THE ROOMPLACE did NOT go through the price changes that they claim were put into the contracts and receipts we signedTHE ROOMPLACE (not the bank) simply had us sign "here and here and here", and them writing up a contract different from what was explained to us is the definition of unfair and deceptive sales practicesTrying to pass the blame on to the bank or the customer is another tactic they are using to allow themselves to get away with cheating customersYou cannot tell customers whatever they want to hear to get them to buy, and then change the price in backendThat is sneaky and undermined behavior And if the RoomPlace is attempting to deflect responsibility by making it seem as if we were not informed buyers then this is simply another example of the dishonest business practices they utilizeBy making it seem as if we were speaking about promotions that did not exist, they are again showing how their sales agent made up even larger lies in order to get a saleThere was no confusion on our behalfWe asked many questions and the answers were very clearWhat we have learned is the answers were clear and simple lies told to us in order to get the saleThe way they set up this scheme is by blowing through the contract by not having you read the large amounts of text and fine print, by guiding you quickly through the process by instructing you to sign in specific locationsThe first bill you receive is over a month later, and by that time, it is too late to return the merchandise and you are locked into the planHow convenient is that? And just for the record, there was no representative from [redacted] bank on location, explaining the terms and details of the contract to us upon signing [redacted] bank must be leaving that responsibility up to the RoomPlace, and they are not doing that At this time, I have yet to hear from [redacted] So, all communications are being done through the Revdex.comThank you for you timeHave a nice day! [redacted] Final Business Response / [redacted] (4000, 9, 2015/02/19) */ The RoomPlace extends our sincere apology once again if there was any misunderstanding at point of sale as I am sure it was not intentional on either parties The deferred interest plans require a minimum monthly payment of 3.5% of the balanceRegrettably, despite best efforts, The RoomPlace is unable to meet our Customer's expectations and modify the terms of the credit card agreement or return the merchandise however, after speaking with our Customer, I believe we have come to a satisfactory resolution to assist favorably with our Customer's concernsIn closing, I would like to thank our Customer for her business and loyalty and offer my personal assistance with any future questions and or purchasing needsWith much respect and gratitude, [redacted] Vice President, Customer Care Center
Initial Business Response / [redacted] (1000, 5, 2015/06/16) */ The RoomPlace apologizes to our valued Customer if there was any misunderstanding at time of purchase in Since the introduction of the program, the guidelines have remained the sameDespite the most of genuine intent, we are unable to make an exception as we need to consistently execute for all our valued and loyal CustomersRegretfully, we are unable to meet the Customer's expectations and issue a refund of the No Use No Lose warranty creditThe credit is in-store, valid for a year from date of issuance on purchases of $and aboveThe Customer has an in-store credit of $which will expire on 04/24/The RoomPlace extends our sincere apology that our Customer is not satisfied with the in-store credit however, and as much as we would love to meet their expectations, we simply must remain consistent in our practices for the good of all of our CustomersWith much appreciation for our Customer's understanding and loyaltyJoyce [redacted] , Customer Care Operations
Initial Business Response /* (1000, 5, 2015/02/02) */
I have personally spoken with our Customer as it relates to her concerns and apologized for the delay in refundI will personally oversee this to a successful and prompt conclusion for our valued Customer and truly appreciate her kindness and
understand during our conversationWith much gratitude and respect, *** ***
Initial Business Response /* (1000, 5, 2015/07/15) */
The RoomPlace was disheartened to learn of our Customer's perceptionThe original delivery was on 6/4/Multiple attempts were made by drivers to fit merchandise in the home throguht various doorways however, all attempts failedCustomer
reselected on the product however at time of delivered it was confirmed that part of the set was miss labeledThe item was redelivered on 6/16/As a result, and in the genuine interest of Customer service, we did refund the original delivery fee to our valued CustomerRegrettably, and despite the most genuine to attempts, we are unable to meet the Customer's expectation and issue additional refund on the orderWe are happy to extend a $Gift Card to our Customer, valid for a period of one year at any one of our showroom locationsE look forward to hearing from our Customer and concluding this matter promptlyWith respect, *** Customer Care Operations Manager
Initial Consumer Rebuttal /* (3000, 7, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is just restating what the issues were and the unacceptable compensation that was originally offered were offered againNo additional compensation has been offered so nothing has changed
Final Business Response /* (4000, 9, 2015/07/18) */
The RoomPlace in the genuine interest of Customer service is happy to extend a $Gift Card to our valued Customer which can be redeemed at any one of our Showroom location for a period of one year following the acceptance of the offerWe look forward to hearing from our Customer soon and trust this voluntary offer meets with her full satisfactionWith respect, *** Customer Care Operations Manager
Final Consumer Response /* (4200, 11, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again, nothing has changedThey keep repeating themselves and are offering no further compensationUnacceptable
Initial Business Response /* (1000, 5, 2014/11/26) */
The RoomPlace empathizes with our customer and are disheartened to learn of the concernOur records indicate that the merchandise in question was delivered July 29, Our Customer's first contact with The RoomPlace occurred on November 3,
to report that the slats were brokeThe RoomPlace completed an exchange of the rails and slats on November 6, 2014, cause undeterminedOn November 17, our customer contacted The RoomPlace again to report that the slats broke again, cause undeterminedAt this time, the customer was offered a reselection on the bed, however the offer was declined by the customerThe RoomPlace successfully completed an exchange for new rails on November 21, The Customer contacted The RoomPlace again on November 24, to request a refund of the entire bedroom, although there is no issue with the exchanged railsUnder the limited one (1) warranty, the refund on entire set is not an option however, 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 claimOut of genuine concern and interest of Customer service, we asked for photos of the set in question for further review and considerationI provided the Customer with my direct email however have not yet received the photosIn order to further evaluate options, we will need to see photos of the entire set in question and ask our Customer to forward them through the Revdex.com responseWe look forward to hearing back and reviewing all options to assist with our Customer's concern in hopes of reaching a favorable outcomeBest regards ***, Customer Care Operations Manager
Initial Consumer Rebuttal /* (3000, 10, 2014/12/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The offer of $is unacceptable for the following reasons:
I purchased the bedroom as a setPurchasing a different bed would completely defeat the purpose of me originally purchasing a matching "set" of furniture
I agreed with their solution and they replaced the rails and slats twiceHowever, twice, the bed collapsed with my newborn child in the bedIn fact, the wood on the slats that hold the bed up separated from the slat because it was glued togetherThe furniture is just poorly crafted
The Room Place resolution is to refund me $instead of $Their is no way I can find a bed for $to match the set that I have purchased.I know this because I searched for a bed at The Room Place and I would have to pay a few hundred moreA resolution should not consist of me giving The Room Place additional funds to purchase a new bedIt is not my fault that The furniture that they sold me is poor quality
The Room Place has shown a lack of integrity and their response is quite disappointingI have a three bedroom house and every piece of furniture in my home is from The Room PlaceI have spent thousands of dollars at The Room PlaceI never thought that this was a shady company and now they have proven to be just suchI just want a new bedroom set with a bed that does not collapse while I am sleepingIs that too much to ask for? That is what I paid for
Again, I am requesting a full refund or a different bedroom set at no cost to meThank you
Final Business Response /* (4000, 12, 2014/12/06) */
We have spoken with your valued Customer and have reached a resolution believed to be favorable based on our Customer's feedbackThe RoomPlace in the genuine interest of Customer service and as a gesture of good faith towards a loyal Customer will be happy to extend a $Gift Certificate which Customer may use towards an new bed reselectionCustomer informed us she was very satisfied with this offer and will reselect on the bed only within the next weekThe RoomPlace extends our gratitude to our Customer for her willingness to work through the concern in reaching a resolution which meets with her full satisfactionBest regards, ***, Customer Care Operations Manager
Initial Business Response /* (1000, 5, 2015/07/13) */
Our apology however, we are unable to locate an order for the Customer fitting this scenarioWe do not show a delivery going to the Customer
In an effort to further investigate, we are in need of a sale order number and or name on the order
and delivery addressWe look forward to hearing back soon and assisting with a resolutionWith respect and gratitude, *** ***, Customer Care Operations Manager
Initial Consumer Rebuttal /* (3000, 7, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
our address is *** e madison stlombard il XXXXX
phone number under account is XXX-XXX-XXXX, account is under *** *** or ***
Final Consumer Response /* (4200, 13, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
once again I will explainwe took off work for the first delivery date it was damamged we said we could not take off work anymore we would need it delivered in the evening after they said yes not a problem then the day before they called and said between 1-3pm we said no we needed it done after I called and talked to the manager his reslution was cancel our order completely and not help us get a later deliveryof course when they called at we werent home we told them we wouldnt bei again took off work that next monday for the delivery and guess what it came at so I didnt even need to take off workthe manager wanted to cancel a order over delivery...worst manager everwe next weekend went and spent another 2k on furnature...wort customer service ever...$wont even cover the delivery we paid and for the day off work we took off
Final Business Response /* (4000, 11, 2015/07/29) */
Thank you for providing the informationWe have located the order and show the sofa was refused due to damage initially, rescheduled for delivery on 07/01/The time frame was confirmed for 3-6pm with Customer by the delivery serviceThe drivers called in at 3:49pm and indicated no one was home for the deliveryCustomer called at 4:39pm and rescheduled delivery for Monday 07/On the day of delivery (07/06/15) the delivery team called to inform us that the cuddler chaise did not fit in the home / room and were bringing it backCustomer kept the sofa and went back to the store on 07/and re-selected to a loveseat that was delivered 07/18/We apologize for the damage upon original delivery to our valued CustomerWe will be delighted to offer a $Gift Card to The RoomPlace valid for a period of one year from date of issue upon Customer's acceptance of our offerWith respect and gratitude, *** ***, Customer Care Operations Manager
Initial Business Response /* (1000, 5, 2014/12/31) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
The RoomPlace is truly disheartened to learn of our Customer's perception and sincerely apologizes for her experienceThe RoomPlace is a reputable business and we take great
pride in serving our valued Customers exceptionallyAt times, and despite best efforts, there may bumps in the road, however they are very limited and all efforts are made to expedite a successful deliveryIn order to continue our historically high level of customer service The Roomplace has contacted our Customer and arranged an exchange of the entire bed, as well as offered an alternative solution to resolve the bed slats breakingThe exchange took place December 31, 2014, we confirmed with our Customer that the new bed and the bed frame were installed successfullyWe believe the outcome is to the Customer's full satisfaction and want to thank our Customer for her willingness to work through these concerns with usBest regards,
*** ***
Customer Care Operations Manager
Initial Consumer Rebuttal /* (3000, 7, 2015/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the fact they did try to correct the problem, but the only thing that I feel was inaccurate about their above statement was when they stated "they exchanged the entire bed"The entire bed was not replacedI still have the original everything else and just a new metal railing
Final Business Response /* (4000, 16, 2015/02/09) */
Spoke with Customer, she confirmed service went well and scheduled the box spring for delivery on 2/7/Many thanks, *** ***
Initial Business Response /* (1000, 5, 2015/04/17) */
The RoomPlace was disheartened to learn of our Customer's perceptionWe extend our sincere apology if at any point we did not serve her well or meet her expectations despite the most of genuine intentionsOur records indicate the order was
delivered on 10/28/Customer called the same day and stated the chair was not a rocker as she had originally thought and was offered the following options: 1) return for a full refund or 2) reselect to a different chairThis offer was valid for seven (7) days from date of deliveryCustomer stated she would check with spouse and let us knowWe show no other contact at the Customer Care Center until the Customer called to report the power was not working on the chairWe dispatched service and were informed that the control button was needed to repair the issueWe are sorry for the delay and are following up with our vendor to expedite the part orderCustomer will be contacted over the next week with an update and upon receipt of the part; we will call her to schedule the installation of the buttonWe look forward to resolving this matter promptly and to what we hope will be to our Customers satisfactionRespectfully, ***, Customer Care Operations Manager
The refund was issued in full as committed. Please verify with bank direct as total credits may not have posted yet or are reflected on the statement. If within the next 7 business days, the credits are not posted in full, please send us a copy of the statement so we can reach out to the bank on Customer's behalf and conclude this matter. Our sincere apology for the delay in posting the credits. With much respect and gratitude, The RoomPlace, Customer Care.
Initial Business Response /* (1000, 5, 2015/04/06) */
The RoomPlace apologizes to our valued Customer if there was any misunderstanding at time of purchase in 2009. Since the introduction of the program, the guidelines have remained the same. In an effort to continue our historic level of Customer...
service and consistently execute for all our valued and loyal Customers, we are unable to meet the Customer's expectations and issue a refund of the NoUse NoLose warranty credit. The credit is in-store, valid for a year from date of issuance on purchases of $499 and above. The Customer has an in-store credit of $274.99 which will expire on 11/11/2015. The RoomPlace extends our sincere apology that our Customer is not satisfied with the in-store credit however, and as much as we would love to meet her expectations, we simply must remain consistent in our practices for the good of all of our Customers. With much appreciation for our Customer's understanding and loyalty. [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/04/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response for a couple of reasons. My husband and I were NOT told by the sales associate at the time of purchase that it would be an in-store credit only and that we would have to spend at least $499 in order to use it. There was no mention made of these details by the sales associate, although he had plenty of time to tell us. The sales associate kept insisting and assuring us that we would get our money refunded in 5 years, providing we did not use the warranty during that time. He told us that we had nothing to lose, apparently he mislead us since we are out $274.99. We normally never purchase warranties and would never have purchased the warranty, if the sales associate just told us the facts and not tried to get an extra sale. We had no intention at the time, and still have no intention, of buying more furniture in order to be able to use the in-store credit.
Secondly, we were not given the "NoUse NoLose" warranty card at the time of purchase by the sales associate, which we should have received and could have looked over while in the store. Were there no more warranty cards available at the store? It should be mandatory that the warranty cards be given to each customer at the time of purchase, no exception. That would have saved us a lot of time and frustration. If we had been given the warranty card, we would have asked for a refund immediately, instead of following the sales associate's instructions and waiting for 5 years.
If the store policy is to give the warranty cards to all customers at the time of purchase then ours must be an isolated case. Since I am a "valued and loyal" customer, I would really appreciate it, if an exception could be made and the amount of $274.99 refunded. Thank You.
Final Business Response /* (4000, 9, 2015/04/17) */
The RoomPlace is disheartened to learn of our Customer's perception and truly apologize that we are unable to meet her expectation despite the most of genuine intentions. The program was designed to give our Customers an in-store credit towards new purchases of $499 or more, the guidelines have remained the same and in fairness to all of our Customers, we must remain consistent in execution on the NoUse NoLose Program. The Customer has an in-store credit of $274.99 which will expire on 11/11/2015. The RoomPlace extends our sincere apology that our Customer is not satisfied with the in-store credit and that we are unable to meet her expectations. With much appreciation for our Customer's understanding and loyalty. [redacted]
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 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 item 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. Our records indicate that the merchandise in questions was delivered 12/4/2015. Service was dispatched under the warranty, arm lose, flat and gap between cushions and back in April of 2016. The Technician inspected and concluded that the item is not damaged nor defective, this is a preference of comfort and appearance however did find the arm was a bit lose. According to the technician, the Customer did not have time for him to tighten / adjust the arm on this call. Technician returned in May and repairs completed successful. Based on the independent technicians report and the photos, we do not see a defect in material and or workmanship however in an effort to maintain our historic level of Customer service, are happy to review photos which can be uploaded via the Revdex.com site to determine if there is a possibility there may be a new development or something omitted from the initial service calls. We look forward to receive the photos and details of the damage on each item for further consideration and successful resolution for our valued Customer. Best regards, [redacted] The RoomPlace, Customer Care Team.
The RoomPlace extends our sincere apology for the delay in exchanging the chairs. The exchange was created the same day of the delivery and is being completed on 9/28/16. We thank our valued customer for his patience and appreciate his understanding as we work towards a successful completion. With...
much respect and gratitude, The RoomPlace Customer Care team.
Complaint: 10886923
I am rejecting this response because: I did not say it was broken , I said the arm was a little loose ant they recorded the conversation. I will called them for service when it brakes completely .
Sincerely,
Maria Teresa Berdiel
Complaint: 11962340
I am rejecting this response because:The Room Place sent me a gift certificate for $200.00 which is unacceptable. This is an insult considering I spent a total of approximately $2500.00 for the purchase of this sofa. Keep in mind I am aware that the sofa has depreciated; however, I was expecting a settlement of $1250.00 which is half of what I paid. I purchased this sofa thinking it would last. Based on the information The Room Place submitted to the ABC I-Team this statement “As a 104 year old family-owned company, we pride ourselves on excellent customer service……..we are grateful to our customers for their loyalty and trust in the products and services we offer.” Based on this statement I was expecting them to address the situation in a good faith manner. I trusted that I was buying a quality piece of furniture. Now I am forced to purchase another sofa. Here is another statement from the Room Place “we have proactively put steps in place to ensure our manufactures are rigorously testing all bonded leather products and will be providing our sales associates additional information to share with customers about bonded leather furniture and how best to care for it.” I wish this policy was in place when I purchased my sofa. I should not have to suffer the consequences of them not thoroughly testing their product and educating their sales associates. My sofa has deteriorated due to the cracking, flaking and peeling which is of no use and the bottom line I need another sofa. This is all to the poor craftsmanship of the material. Ms [redacted] (Vice President) Customer Care, keeps referring to this as a warranty issue, this is not a warranty issue this is a defective to the product.
Sincerely,
Sandra [redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
I was over charged the amount for protection I paid was 358.97 but on my protection plan agreement it's says amount paid 144.98 and number of items covered is 8 I did not keep 8 pieces of furniture. This needs to be looked into further. Please review the attached files and I demand this be resolved immediately. [redacted]
The RoomPlace was saddened to learn of our Customer’s concern and apologize for the perception. Our records indicate Customer requested the cancelations of items in question however, in light of what we are learning through the Revdex.com complaint, we will reach out to the Customer to determine next...
steps in assisting her with a prompt and what we hope favorable resolution. With much gratitude and respect, The RoomPlace Customer Care Team.
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,
Kimberly [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/01/17) */ Contact Name and Title: [redacted] Contact Phone: [redacted] The RoomPlace is truly disheartened to learn of our Customer's perception and sincerely apologize for his experienceThe extended warranty purchased by the Customer is with the third party service provider [redacted] There seems to be some confusion as the documentation provided by our Customer is not for [redacted] , it is for a [redacted] warranty, which The RoomPlace does not offerThe RoomPlace offers the in-store credit for the amount of the warranty protection (provided no claims are filed within the year [redacted] warranty period)The NoUse NoLose guarantee is through The RoomPlace, not [redacted] The in-store credit of $has been issued to the Customer's in-store credit account, valid for a period of one year from date of issuance on purchases of $and aboveThis in-store credit will expire on ??????? The RoomPlace takes great pride in serving our Customers exceptional well and extend our sincere apology for not meeting our Customer's expectations despite best efforts on mutual parts and intensionsIf we can provide any other clarity, please let us know [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/01/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Ok I get it it's not guardianHowever we were misled at the time of saleWe were told we would be refunded the 75$Not that we would be given a store creditI would not have gone this far on my complaintAfter more than five yearsIf I was told anything differentI do not accept what they are now changing it toA 75$ credit is only good if I needed furnitureI don'tAnd now I don't feel the Room place is a creditable business Final Business Response / [redacted] (4000, 9, 2015/01/26) */ As much as we would love to meet our valued Customer's expectation, in all fairness to all of our Customers who qualify for the program, we must comply with the guidelines of the NoUse NoLose warranty program and be consistent in our practicesFrom the initial launch, the guidelines have remained the same and have been administered as suchDespite best efforts and intentions, we are unable to issue a refund as this is an in-store credit programI will personally reach out to our valued Customer, offer my sincere apology for not meeting his expectation and hope that our Customer will understand and accept the in-store credit issued on the accountWith much gratitude, [redacted] Customer Care Operations Manager
Initial Business Response / [redacted] (1000, 5, 2015/05/07) */ The RoomPlace is disheartened to learn of our Customer's perception and sincerely apologizes for her experienceThe RoomPlace is a reputable business and we take great pride in serving our valued Customers exceptionallyAt times, and despite best efforts, there may be delays however they are very limited and all efforts are made to expedite the deliveryThe merchandise is being delivered to Sugar Land, TXThe carrier picked up the merchandise on 4/30/from our Distribution Center in Woodridge, IL., National Deliveries can take 14-days from the time the order is picked up until the date of deliveryThe carrier will contact the Customer to schedule the date once the product arrives in TXOur apology again for the delay and her experienceWe are an organization that stands committed to our Customers and continual evolvement of our service levelsWe thank our Customer for her willingness to work through these concerns with us and her buinessWith much gratitude, [redacted] , Customer Care Operations Manager
Initial Business Response / [redacted] (1000, 5, 2015/03/26) */ The RoomPlace apologizes to our valued Customer if there was any misunderstanding at time of purchase in Since the introduction of the program, the guidelines have remained the sameIn an effort to continue our historic level of Customer service and consistently execute for all our valued and loyal Customers, we are unable to meet the Customer's expectations and issue a refund of the NoUse NoLose warranty creditThe credit is in-store, valid for a year from date of issuance on purchases of $and aboveThe Customer has an in-store credit of $which will expire on 03/14/The RoomPlace extends our sincere apology that our Customer is not satisfied with the in-store credit however, and as much as we would love to meet her expectations, we simply must remain consistent in our practices for the good of all of our CustomersWith much appreciation for our Customer's understanding and loyalty [redacted] ***, Vice President, Customer Care Operations Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/03/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this, after doing more research I now know that there are several people who were told the same thing as myself when it came to the refund, and these people are just as upset as I amI do not planOn ever returning to Harlem furniture, they will tell you a lie just to make a saleSo now I feel they are taking from me my money that I never usedThis is absolutely absurd, that they as a business can get away with thisLike I said before I want to be able to use my credit that is rightfully mine without having to pay more Final Business Response / [redacted] (4000, 9, 2015/04/06) */ The RoomPlace is disheartened to learn of our Customer's perception and truly apologize that we are unable to meet her expectation despite the most of genuine intentionsThe program was designed to give our Customers an in-store credit towards new purchases of $or more, the guidelines have remained the same and in fairness to all of our Customers, we must remain consistent in execution on the NoUse NoLose ProgrameThe Customer has an in-store credit of $which will expire on 03/14/The RoomPlace extends our sincere apology that our Customer is not satisfied with the in-store credit and that we are unable to meet her expectationsWith much appreciation for our Customer's understanding and loyalty [redacted] ***, Vice President, Customer Care Operations
Initial Business Response / [redacted] (1000, 5, 2015/02/17) */ The RoomPlace empathizes with our Customer and are truly sorry to hear of the concern and perceptionThe account was opened through a third party provider of credit, [redacted] bankThe Credit Card Agreement was provided to Customer at point of sale along with a copy of the Customer's signed charge receipt (available upon request) agreeing to a month deferred interest planThere is a 3.5% minimum monthly payment required on all deferred interest plansWe do not offer any such plan as referenced by Customer and are unclear as to what contract is referencedWe are a reputable organization and take great pride in serving our Customers exceptionally wellUnder no circumstances would we engage in such practices as alleged herewithI will reach out to our Customer in hopes of better understanding what had transpired that lead to such a perception and will explore all options possible to assist with a resolutionWith much respect and gratitude, [redacted] VP of Customer Care Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/02/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is absolutely no resolution to this complaint whatsoeverAnd they are simply denying the truthThe truth is, THEIR (not the banks) sales agent pulled out a calculator and "crunched" numbers to get to an Afigure that included the furniture, the sales tax, finance charges, etcShe clearly (there was no confusion) told us that the cost we would be paying monthly was $She said this multiple timesThe sales person and the RoomPlace is who sold the furniture to us, not the bankTHE ROOMPLACE told us the price, THE ROOMPLACE told us how much it would be every month, THE ROOMPLACE did NOT go through the price changes that they claim were put into the contracts and receipts we signedTHE ROOMPLACE (not the bank) simply had us sign "here and here and here", and them writing up a contract different from what was explained to us is the definition of unfair and deceptive sales practicesTrying to pass the blame on to the bank or the customer is another tactic they are using to allow themselves to get away with cheating customersYou cannot tell customers whatever they want to hear to get them to buy, and then change the price in backendThat is sneaky and undermined behavior And if the RoomPlace is attempting to deflect responsibility by making it seem as if we were not informed buyers then this is simply another example of the dishonest business practices they utilizeBy making it seem as if we were speaking about promotions that did not exist, they are again showing how their sales agent made up even larger lies in order to get a saleThere was no confusion on our behalfWe asked many questions and the answers were very clearWhat we have learned is the answers were clear and simple lies told to us in order to get the saleThe way they set up this scheme is by blowing through the contract by not having you read the large amounts of text and fine print, by guiding you quickly through the process by instructing you to sign in specific locationsThe first bill you receive is over a month later, and by that time, it is too late to return the merchandise and you are locked into the planHow convenient is that? And just for the record, there was no representative from [redacted] bank on location, explaining the terms and details of the contract to us upon signing [redacted] bank must be leaving that responsibility up to the RoomPlace, and they are not doing that At this time, I have yet to hear from [redacted] So, all communications are being done through the Revdex.comThank you for you timeHave a nice day! [redacted] Final Business Response / [redacted] (4000, 9, 2015/02/19) */ The RoomPlace extends our sincere apology once again if there was any misunderstanding at point of sale as I am sure it was not intentional on either parties The deferred interest plans require a minimum monthly payment of 3.5% of the balanceRegrettably, despite best efforts, The RoomPlace is unable to meet our Customer's expectations and modify the terms of the credit card agreement or return the merchandise however, after speaking with our Customer, I believe we have come to a satisfactory resolution to assist favorably with our Customer's concernsIn closing, I would like to thank our Customer for her business and loyalty and offer my personal assistance with any future questions and or purchasing needsWith much respect and gratitude, [redacted] Vice President, Customer Care Center
Initial Business Response / [redacted] (1000, 5, 2015/06/16) */ The RoomPlace apologizes to our valued Customer if there was any misunderstanding at time of purchase in Since the introduction of the program, the guidelines have remained the sameDespite the most of genuine intent, we are unable to make an exception as we need to consistently execute for all our valued and loyal CustomersRegretfully, we are unable to meet the Customer's expectations and issue a refund of the No Use No Lose warranty creditThe credit is in-store, valid for a year from date of issuance on purchases of $and aboveThe Customer has an in-store credit of $which will expire on 04/24/The RoomPlace extends our sincere apology that our Customer is not satisfied with the in-store credit however, and as much as we would love to meet their expectations, we simply must remain consistent in our practices for the good of all of our CustomersWith much appreciation for our Customer's understanding and loyaltyJoyce [redacted] , Customer Care Operations
Initial Business Response /* (1000, 5, 2015/02/02) */
I have personally spoken with our Customer as it relates to her concerns and apologized for the delay in refundI will personally oversee this to a successful and prompt conclusion for our valued Customer and truly appreciate her kindness and
understand during our conversationWith much gratitude and respect, *** ***
Initial Business Response /* (1000, 5, 2015/07/15) */
The RoomPlace was disheartened to learn of our Customer's perceptionThe original delivery was on 6/4/Multiple attempts were made by drivers to fit merchandise in the home throguht various doorways however, all attempts failedCustomer
reselected on the product however at time of delivered it was confirmed that part of the set was miss labeledThe item was redelivered on 6/16/As a result, and in the genuine interest of Customer service, we did refund the original delivery fee to our valued CustomerRegrettably, and despite the most genuine to attempts, we are unable to meet the Customer's expectation and issue additional refund on the orderWe are happy to extend a $Gift Card to our Customer, valid for a period of one year at any one of our showroom locationsE look forward to hearing from our Customer and concluding this matter promptlyWith respect, *** Customer Care Operations Manager
Initial Consumer Rebuttal /* (3000, 7, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is just restating what the issues were and the unacceptable compensation that was originally offered were offered againNo additional compensation has been offered so nothing has changed
Final Business Response /* (4000, 9, 2015/07/18) */
The RoomPlace in the genuine interest of Customer service is happy to extend a $Gift Card to our valued Customer which can be redeemed at any one of our Showroom location for a period of one year following the acceptance of the offerWe look forward to hearing from our Customer soon and trust this voluntary offer meets with her full satisfactionWith respect, *** Customer Care Operations Manager
Final Consumer Response /* (4200, 11, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again, nothing has changedThey keep repeating themselves and are offering no further compensationUnacceptable
Initial Business Response /* (1000, 5, 2014/11/26) */
The RoomPlace empathizes with our customer and are disheartened to learn of the concernOur records indicate that the merchandise in question was delivered July 29, Our Customer's first contact with The RoomPlace occurred on November 3,
to report that the slats were brokeThe RoomPlace completed an exchange of the rails and slats on November 6, 2014, cause undeterminedOn November 17, our customer contacted The RoomPlace again to report that the slats broke again, cause undeterminedAt this time, the customer was offered a reselection on the bed, however the offer was declined by the customerThe RoomPlace successfully completed an exchange for new rails on November 21, The Customer contacted The RoomPlace again on November 24, to request a refund of the entire bedroom, although there is no issue with the exchanged railsUnder the limited one (1) warranty, the refund on entire set is not an option however, 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 claimOut of genuine concern and interest of Customer service, we asked for photos of the set in question for further review and considerationI provided the Customer with my direct email however have not yet received the photosIn order to further evaluate options, we will need to see photos of the entire set in question and ask our Customer to forward them through the Revdex.com responseWe look forward to hearing back and reviewing all options to assist with our Customer's concern in hopes of reaching a favorable outcomeBest regards ***, Customer Care Operations Manager
Initial Consumer Rebuttal /* (3000, 10, 2014/12/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The offer of $is unacceptable for the following reasons:
I purchased the bedroom as a setPurchasing a different bed would completely defeat the purpose of me originally purchasing a matching "set" of furniture
I agreed with their solution and they replaced the rails and slats twiceHowever, twice, the bed collapsed with my newborn child in the bedIn fact, the wood on the slats that hold the bed up separated from the slat because it was glued togetherThe furniture is just poorly crafted
The Room Place resolution is to refund me $instead of $Their is no way I can find a bed for $to match the set that I have purchased.I know this because I searched for a bed at The Room Place and I would have to pay a few hundred moreA resolution should not consist of me giving The Room Place additional funds to purchase a new bedIt is not my fault that The furniture that they sold me is poor quality
The Room Place has shown a lack of integrity and their response is quite disappointingI have a three bedroom house and every piece of furniture in my home is from The Room PlaceI have spent thousands of dollars at The Room PlaceI never thought that this was a shady company and now they have proven to be just suchI just want a new bedroom set with a bed that does not collapse while I am sleepingIs that too much to ask for? That is what I paid for
Again, I am requesting a full refund or a different bedroom set at no cost to meThank you
Final Business Response /* (4000, 12, 2014/12/06) */
We have spoken with your valued Customer and have reached a resolution believed to be favorable based on our Customer's feedbackThe RoomPlace in the genuine interest of Customer service and as a gesture of good faith towards a loyal Customer will be happy to extend a $Gift Certificate which Customer may use towards an new bed reselectionCustomer informed us she was very satisfied with this offer and will reselect on the bed only within the next weekThe RoomPlace extends our gratitude to our Customer for her willingness to work through the concern in reaching a resolution which meets with her full satisfactionBest regards, ***, Customer Care Operations Manager
Initial Business Response /* (1000, 5, 2015/07/13) */
Our apology however, we are unable to locate an order for the Customer fitting this scenarioWe do not show a delivery going to the Customer
In an effort to further investigate, we are in need of a sale order number and or name on the order
and delivery addressWe look forward to hearing back soon and assisting with a resolutionWith respect and gratitude, *** ***, Customer Care Operations Manager
Initial Consumer Rebuttal /* (3000, 7, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
our address is *** e madison stlombard il XXXXX
phone number under account is XXX-XXX-XXXX, account is under *** *** or ***
Final Consumer Response /* (4200, 13, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
once again I will explainwe took off work for the first delivery date it was damamged we said we could not take off work anymore we would need it delivered in the evening after they said yes not a problem then the day before they called and said between 1-3pm we said no we needed it done after I called and talked to the manager his reslution was cancel our order completely and not help us get a later deliveryof course when they called at we werent home we told them we wouldnt bei again took off work that next monday for the delivery and guess what it came at so I didnt even need to take off workthe manager wanted to cancel a order over delivery...worst manager everwe next weekend went and spent another 2k on furnature...wort customer service ever...$wont even cover the delivery we paid and for the day off work we took off
Final Business Response /* (4000, 11, 2015/07/29) */
Thank you for providing the informationWe have located the order and show the sofa was refused due to damage initially, rescheduled for delivery on 07/01/The time frame was confirmed for 3-6pm with Customer by the delivery serviceThe drivers called in at 3:49pm and indicated no one was home for the deliveryCustomer called at 4:39pm and rescheduled delivery for Monday 07/On the day of delivery (07/06/15) the delivery team called to inform us that the cuddler chaise did not fit in the home / room and were bringing it backCustomer kept the sofa and went back to the store on 07/and re-selected to a loveseat that was delivered 07/18/We apologize for the damage upon original delivery to our valued CustomerWe will be delighted to offer a $Gift Card to The RoomPlace valid for a period of one year from date of issue upon Customer's acceptance of our offerWith respect and gratitude, *** ***, Customer Care Operations Manager
Initial Business Response /* (1000, 5, 2014/12/31) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
The RoomPlace is truly disheartened to learn of our Customer's perception and sincerely apologizes for her experienceThe RoomPlace is a reputable business and we take great
pride in serving our valued Customers exceptionallyAt times, and despite best efforts, there may bumps in the road, however they are very limited and all efforts are made to expedite a successful deliveryIn order to continue our historically high level of customer service The Roomplace has contacted our Customer and arranged an exchange of the entire bed, as well as offered an alternative solution to resolve the bed slats breakingThe exchange took place December 31, 2014, we confirmed with our Customer that the new bed and the bed frame were installed successfullyWe believe the outcome is to the Customer's full satisfaction and want to thank our Customer for her willingness to work through these concerns with usBest regards,
*** ***
Customer Care Operations Manager
Initial Consumer Rebuttal /* (3000, 7, 2015/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the fact they did try to correct the problem, but the only thing that I feel was inaccurate about their above statement was when they stated "they exchanged the entire bed"The entire bed was not replacedI still have the original everything else and just a new metal railing
Final Business Response /* (4000, 16, 2015/02/09) */
Spoke with Customer, she confirmed service went well and scheduled the box spring for delivery on 2/7/Many thanks, *** ***
Initial Business Response /* (1000, 5, 2015/04/17) */
The RoomPlace was disheartened to learn of our Customer's perceptionWe extend our sincere apology if at any point we did not serve her well or meet her expectations despite the most of genuine intentionsOur records indicate the order was
delivered on 10/28/Customer called the same day and stated the chair was not a rocker as she had originally thought and was offered the following options: 1) return for a full refund or 2) reselect to a different chairThis offer was valid for seven (7) days from date of deliveryCustomer stated she would check with spouse and let us knowWe show no other contact at the Customer Care Center until the Customer called to report the power was not working on the chairWe dispatched service and were informed that the control button was needed to repair the issueWe are sorry for the delay and are following up with our vendor to expedite the part orderCustomer will be contacted over the next week with an update and upon receipt of the part; we will call her to schedule the installation of the buttonWe look forward to resolving this matter promptly and to what we hope will be to our Customers satisfactionRespectfully, ***, Customer Care Operations Manager
The refund was issued in full as committed. Please verify with bank direct as total credits may not have posted yet or are reflected on the statement. If within the next 7 business days, the credits are not posted in full, please send us a copy of the statement so we can reach out to the bank on Customer's behalf and conclude this matter. Our sincere apology for the delay in posting the credits. With much respect and gratitude, The RoomPlace, Customer Care.
Initial Business Response /* (1000, 5, 2015/04/06) */
The RoomPlace apologizes to our valued Customer if there was any misunderstanding at time of purchase in 2009. Since the introduction of the program, the guidelines have remained the same. In an effort to continue our historic level of Customer...
service and consistently execute for all our valued and loyal Customers, we are unable to meet the Customer's expectations and issue a refund of the NoUse NoLose warranty credit. The credit is in-store, valid for a year from date of issuance on purchases of $499 and above. The Customer has an in-store credit of $274.99 which will expire on 11/11/2015. The RoomPlace extends our sincere apology that our Customer is not satisfied with the in-store credit however, and as much as we would love to meet her expectations, we simply must remain consistent in our practices for the good of all of our Customers. With much appreciation for our Customer's understanding and loyalty. [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/04/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response for a couple of reasons. My husband and I were NOT told by the sales associate at the time of purchase that it would be an in-store credit only and that we would have to spend at least $499 in order to use it. There was no mention made of these details by the sales associate, although he had plenty of time to tell us. The sales associate kept insisting and assuring us that we would get our money refunded in 5 years, providing we did not use the warranty during that time. He told us that we had nothing to lose, apparently he mislead us since we are out $274.99. We normally never purchase warranties and would never have purchased the warranty, if the sales associate just told us the facts and not tried to get an extra sale. We had no intention at the time, and still have no intention, of buying more furniture in order to be able to use the in-store credit.
Secondly, we were not given the "NoUse NoLose" warranty card at the time of purchase by the sales associate, which we should have received and could have looked over while in the store. Were there no more warranty cards available at the store? It should be mandatory that the warranty cards be given to each customer at the time of purchase, no exception. That would have saved us a lot of time and frustration. If we had been given the warranty card, we would have asked for a refund immediately, instead of following the sales associate's instructions and waiting for 5 years.
If the store policy is to give the warranty cards to all customers at the time of purchase then ours must be an isolated case. Since I am a "valued and loyal" customer, I would really appreciate it, if an exception could be made and the amount of $274.99 refunded. Thank You.
Final Business Response /* (4000, 9, 2015/04/17) */
The RoomPlace is disheartened to learn of our Customer's perception and truly apologize that we are unable to meet her expectation despite the most of genuine intentions. The program was designed to give our Customers an in-store credit towards new purchases of $499 or more, the guidelines have remained the same and in fairness to all of our Customers, we must remain consistent in execution on the NoUse NoLose Program. The Customer has an in-store credit of $274.99 which will expire on 11/11/2015. The RoomPlace extends our sincere apology that our Customer is not satisfied with the in-store credit and that we are unable to meet her expectations. With much appreciation for our Customer's understanding and loyalty. [redacted]
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 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 item 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. Our records indicate that the merchandise in questions was delivered 12/4/2015. Service was dispatched under the warranty, arm lose, flat and gap between cushions and back in April of 2016. The Technician inspected and concluded that the item is not damaged nor defective, this is a preference of comfort and appearance however did find the arm was a bit lose. According to the technician, the Customer did not have time for him to tighten / adjust the arm on this call. Technician returned in May and repairs completed successful. Based on the independent technicians report and the photos, we do not see a defect in material and or workmanship however in an effort to maintain our historic level of Customer service, are happy to review photos which can be uploaded via the Revdex.com site to determine if there is a possibility there may be a new development or something omitted from the initial service calls. We look forward to receive the photos and details of the damage on each item for further consideration and successful resolution for our valued Customer. Best regards, [redacted] The RoomPlace, Customer Care Team.
The RoomPlace extends our sincere apology for the delay in exchanging the chairs. The exchange was created the same day of the delivery and is being completed on 9/28/16. We thank our valued customer for his patience and appreciate his understanding as we work towards a successful completion. With...
much respect and gratitude, The RoomPlace Customer Care team.
Complaint: 10886923
I am rejecting this response because: I did not say it was broken , I said the arm was a little loose ant they recorded the conversation. I will called them for service when it brakes completely .
Sincerely,
Maria Teresa Berdiel
Complaint: 11962340
I am rejecting this response because:The Room Place sent me a gift certificate for $200.00 which is unacceptable. This is an insult considering I spent a total of approximately $2500.00 for the purchase of this sofa. Keep in mind I am aware that the sofa has depreciated; however, I was expecting a settlement of $1250.00 which is half of what I paid. I purchased this sofa thinking it would last. Based on the information The Room Place submitted to the ABC I-Team this statement “As a 104 year old family-owned company, we pride ourselves on excellent customer service……..we are grateful to our customers for their loyalty and trust in the products and services we offer.” Based on this statement I was expecting them to address the situation in a good faith manner. I trusted that I was buying a quality piece of furniture. Now I am forced to purchase another sofa. Here is another statement from the Room Place “we have proactively put steps in place to ensure our manufactures are rigorously testing all bonded leather products and will be providing our sales associates additional information to share with customers about bonded leather furniture and how best to care for it.” I wish this policy was in place when I purchased my sofa. I should not have to suffer the consequences of them not thoroughly testing their product and educating their sales associates. My sofa has deteriorated due to the cracking, flaking and peeling which is of no use and the bottom line I need another sofa. This is all to the poor craftsmanship of the material. Ms [redacted] (Vice President) Customer Care, keeps referring to this as a warranty issue, this is not a warranty issue this is a defective to the product.
Sincerely,
Sandra [redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
I was over charged the amount for protection I paid was 358.97 but on my protection plan agreement it's says amount paid 144.98 and number of items covered is 8 I did not keep 8 pieces of furniture. This needs to be looked into further. Please review the attached files and I demand this be resolved immediately. [redacted]
The RoomPlace was saddened to learn of our Customer’s concern and apologize for the perception. Our records indicate Customer requested the cancelations of items in question however, in light of what we are learning through the Revdex.com complaint, we will reach out to the Customer to determine next...
steps in assisting her with a prompt and what we hope favorable resolution. With much gratitude and respect, The RoomPlace Customer Care Team.
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,
Kimberly [redacted]