The RoomPlace extends our sincere apology however, and despite best intentions, we are unable to meet our Customer’s expectation and replace the item. We regret the delay and are making all efforts to expedite the parts order and installation. I will personally be working with our valued Customer until this issue is fully resolved. With much respect and gratitude, [redacted] VP, Customer Care
Initial Business Response /* (1000, 5, 2015/03/26) */
The RoomPlace apologizes to our valued Customer if there was any misunderstanding at time of purchase in 2010. 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 $245 which will expire on 03/14/2016. 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], Vice President, Customer Care Operations
Initial Consumer Rebuttal /* (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 am. I do not plan. On ever returning to Harlem furniture, they will tell you a lie just to make a sale. So now I feel they are taking from me my money that I never used. This is absolutely absurd, that they as a business can get away with this. Like I said before I want to be able to use my credit that is rightfully mine without having to pay more.
Final Business Response /* (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 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 Programe. The Customer has an in-store credit of $245 which will expire on 03/14/2016. 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], Vice President, Customer Care Operations
The RoomPlace extends our genuine apology and is very sadden by the perception. Our records indicate several unsuccessful attempts by Carrier (and The RoomPlace) to connect with the Customer as it relates to delivery damage allegations. Upon receipt of the complaint, the Carrier did reach out to...
the Customer and is telling us the pictures were received and a Check mailed to fulfill the in-home damage commitment. We regret the delay in concluding this matter for our mutual Customer however, are appreciative of all (Revdex.com, Carrier and Customer) for the prompt and successful resolution as a result of recent complaint. If we can be on any further assistance, please reach out to us. With respect and gratitude, The RoomPlace Customer Care Team.
It is our understanding that [redacted] is fulfilling the extended warranty under the guidelines of the plan. Customer was offered a store credit in the exact retail amount paid for the sectional. The credit does not include sales tax, delivery and extended warranty. In an effort to stay consistent and serve all of our Customers exceptional, we are unable to meet our Customer’s expectations and waive the delivery fee. The extended warranty and delivery / set up are optional and if elected by Customer, cost cannot be waived. We do offer Customer Pick Up at our Distribution Center in Woodridge, Illinois, Monday through Saturday. In the genuine interest of Customer service we are happy to offer a $50 Gift Certificate on account which our valued Customer may use towards any future purchases. We are grateful for the favorable outcome and look forward to serving our Customer for many years to come. Best regards, [redacted]
The RoomPlace extends our most genuine of apologies for any misunderstanding. The original date for delivery on our end showed April 9, 2016. We regret any inconvenience this has caused and are truly sorry to have disappointed our Customer. The refund has been processed in full. We hope you...
will consider us in the future and allow us the opportunity to demonstrate our Customer commitment. With much respect and gratitude, [redacted] Customer Care Operations Manager
The Customer’s concern is with the loveseat. Multiple attempts have been made to fulfil the part order to correct the issue however; the mechanisms sent to date from the manufacture were not compatible. A new mechanism has been mailed to the Customer on 7/21/17. Due to the delay, Customer was...
issued a Gift Certificate from [redacted] fulfilling the terms and conditions of the protection plan however, Customer declined the offer. We will send service to attempt a final install of the mechanism. Should the install be unsuccessful, the Gift Card will be sent to the Customer fulfilling the terms and conditions of the [redacted] Protection Plan per item. We extend our sincere apology for the delays however, despite best intentions, have encountered some difficulties in obtaining the compatible part for the loveseat from the manufacture. We are hopeful the mechanism mailed on 7/21/17 is compatible and the install will be successful. Regrettably, we are unable to meet the Customer’s expectations and replace the entire living room set or issue a refund of the protection plan purchased through a third party provider of service, [redacted]. If Customer would like to cancel the plan, please refer to the cancelations guidelines on the plan protections certificate sent upon registration. We look forward to concluding this matter successfully. With much gratitude and respect, The RoomPlace, Customer Care.
Complaint: [redacted]
I am rejecting this response because: This is not sufficient ibformation. When I contacted the roomplace it was their department. Thank in advance
Sincerely,
Sheena [redacted]
The RoomPlace was saddened to hear of our Customer’s concern and extend our sincere apology for not meeting their expectations. The Customer’s merchandise was delivered 2/21/17. For a period of one (1) year following the delivery, The RoomPlace warrants to the original purchaser that the...
merchandise will be free from defects in material and workmanship under normal use. Items were replaced by store as a onetime voluntary accommodation to satisfy the Customer’s concern. Following our normal practice, an independent service technician was dispatched in April and confirmed that the items are up to standards and no defects are present in the merchandise. We have reached out to the Customer direct to better understand the issues and see what option if any we can provide to conclude this matter satisfactory. We look forward to connecting soon. With much respect and gratitude, The RoomPlace, Customer Care
The RoomPlace was disheartened to learn of the Customer’s perception. Upon learning of the concern, our General Manager of the store reached out personally to offer her genuine apology and assistance. Customer was gracious to accept and will be visiting the showroom to make a new selection. With...
much gratitude, [redacted] Customer Care Operations Manager.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11020445, and find that this resolution is satisfactory to me.
Saturday the 23rd or Sunday the 24th is good for service on my recliner.
Sincerely,
Mark [redacted]
The RoomPlace was disheartened to learn of the Customer’s perception and alleged concerns with the product. We extend our sincere apology for not meeting our Customer’s expectations despite our most authentic of intentions. In the genuine interest of Customer service, The...
RoomPlace has picked up the base and mattress and issued a full refund to the Customer’s account. We trust the resolution meets with our Customer’s full satisfaction. Best regards, [redacted]
The RoomPlace was saddened to learn of this concern. The merchandise was delivered in September of 2016. This is the first we are learning of any concerns as it relates to the financing with the third party provider, [redacted]. Due to privacy reason, we do not have access to the Customer’s account...
nor the payment history. Upon learning of this, we reached out to the bank on behalf of our mutual Customer and asked that they please review the account and work with the Customer to reach a favorable outcome. Regretfully, we are unable to make any adjustments to the account as the credit is with a third party provider and under the terms of the agreement between said parties. Customer should expect to hear back from the bank or the retailer with an update over the next 10 business days. With much respect and gratitude, The RoomPlace, Customer Care.
The RoomPlace was disheartened to learn of our Customer’s perception. The original delivery date was 10/8/13. Customer filed a claim with [redacted] the provider of the extended protection plan. Claim was fulfilled and Customer was issued an in-store credit for the retail amount of the table which...
fulfilled the warranty. Customer wanted the same model however, given the purchase date of 2013, The RoomPlace no longer carried this model. In the genuine interest of Customer service and in an attempt to satisfy our mutual Customer, we special ordered the table from the vendor. Upon receipt / delivery, it was determine that there was transit damage and as a result, a replacement table ordered from the vendor and rescheduled for delivery on 4/2/16. The RoomPlace extends our apology for the delay and the damage upon delivery. Customer was given a $75 Gift Certificate to The RoomPlace, no other credits are available. No in-home damaged noted however, Customer does have 3 days from date of delivery to report any visible damage to property to the [redacted] we will follow up with [redacted] to see if they have any record. We look forward to concluding this matter on 4/2/16 to our Customer’s full satisfaction. With much respect, The RoomPlace Customer Care team!
The RoomPlace has issued a refund for the adjustable base and the mattress / foundation as committed. We are happy to review photos of the 3 chairs in question to determine repair or exchange. I have personally attempted to contact the Customer however was unable to leave a message due to “network difficulties. We extend our sincere apology for the delay in concluding this matter to our Customer’s full satisfaction and look forward to seeing the photos so we may expedite the resolution. With much respect and gratitude, [redacted], VP of Customer Care.
The RoomPlace was saddened to learn of our Customer’s concern. Under the limited manufacturing warranty, service was dispatched to conduct a thorough inspection of the product by an independent service provider. The inspection concluded that the mattress was within the specifications and showed no...
defect. Mattress conforming to daily use is normal. A defect occurs when the mattress sagging measure 2” or greater and can occur if the mattress is not continuously supported by a foundation with appropriate frame and center support. We will be happy to dispatch a second service technician to re-evaluate the mattress however, if the inspection does not conclude a defect in the mattress, we will not be able to proceed with any further options. Please let us know best days to dispatch a service technician Tuesday – Saturday week ok 2/21. With much respect and gratitude, The RoomPlace Customer Care
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Jean [redacted]
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,
[redacted] I accept the $75 gift card, how will I be receiving the card?
The RoomPlace was disheartened to learn of our Customer’s concern and apologize for such a perception. The merchandise was delivered on 5/9/2014. Our records indicate no claims or concerns reported during the one year limited manufacturing warranty on any of the items. Upon receipt of the...
complaint, we learned a claim was filed with the third party provider of the extended protection plan, Guardian. We have reached out to Guardian to inquire on the claim status as we do not administer claims on behalf of third party providers of service. In the meantime, it would be beneficial if our Customer can forward the photos of the damaged items. We look forward to receiving the information requested and exploring options in assisting our valued Customer. Best regards, Joyce [redacted], Customer Care Operations Manager.
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 4/27/15. Customer contacted us mid-January to express dissatisfaction with the chair and reported electrical failure. Service was dispatched under the warranty, findings indicated no defect in seat cushion however, did report that the massager was not functioning as expected. A new massager was ordered and service went out on to install on 2/19/16. We will gladly explore options in replacing the seat cushion in the genuine interest of Customer service and as a one-time voluntary accommodation. We look forward to hearing back from our valued Customer and concluding this matter to her full satisfaction. Best regards, [redacted], Customer Care Operations Manager
Despite most genuine intentions, we are unable to meet our Customer’s expectation and replace the sectional. A thorough inspection has been conducted by a third party independent provider which concludes no defects found. Most sectionals are standalone items which do not come with a connector however, this particular one does and it is within the manufacturer’s specifications. Due to the warranty guidelines and exclusions, we are not able to modify merchandise. The console was replaced successfully on Friday, 2/9/18. The 7 Day Satisfaction Guarantee was exercised by Customer previously and no concern raised as it relates to the sectional connection. With much respect, The RoomPlace, Customer Care.
The RoomPlace extends our sincere apology however, and despite best intentions, we are unable to meet our Customer’s expectation and replace the item. We regret the delay and are making all efforts to expedite the parts order and installation. I will personally be working with our valued Customer until this issue is fully resolved. With much respect and gratitude, [redacted] VP, Customer Care
Initial Business Response /* (1000, 5, 2015/03/26) */
The RoomPlace apologizes to our valued Customer if there was any misunderstanding at time of purchase in 2010. 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 $245 which will expire on 03/14/2016. 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], Vice President, Customer Care Operations
Initial Consumer Rebuttal /* (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 am. I do not plan. On ever returning to Harlem furniture, they will tell you a lie just to make a sale. So now I feel they are taking from me my money that I never used. This is absolutely absurd, that they as a business can get away with this. Like I said before I want to be able to use my credit that is rightfully mine without having to pay more.
Final Business Response /* (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 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 Programe. The Customer has an in-store credit of $245 which will expire on 03/14/2016. 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], Vice President, Customer Care Operations
The RoomPlace extends our genuine apology and is very sadden by the perception. Our records indicate several unsuccessful attempts by Carrier (and The RoomPlace) to connect with the Customer as it relates to delivery damage allegations. Upon receipt of the complaint, the Carrier did reach out to...
the Customer and is telling us the pictures were received and a Check mailed to fulfill the in-home damage commitment. We regret the delay in concluding this matter for our mutual Customer however, are appreciative of all (Revdex.com, Carrier and Customer) for the prompt and successful resolution as a result of recent complaint. If we can be on any further assistance, please reach out to us. With respect and gratitude, The RoomPlace Customer Care Team.
It is our understanding that [redacted] is fulfilling the extended warranty under the guidelines of the plan. Customer was offered a store credit in the exact retail amount paid for the sectional. The credit does not include sales tax, delivery and extended warranty. In an effort to stay consistent and serve all of our Customers exceptional, we are unable to meet our Customer’s expectations and waive the delivery fee. The extended warranty and delivery / set up are optional and if elected by Customer, cost cannot be waived. We do offer Customer Pick Up at our Distribution Center in Woodridge, Illinois, Monday through Saturday. In the genuine interest of Customer service we are happy to offer a $50 Gift Certificate on account which our valued Customer may use towards any future purchases. We are grateful for the favorable outcome and look forward to serving our Customer for many years to come. Best regards, [redacted]
The RoomPlace extends our most genuine of apologies for any misunderstanding. The original date for delivery on our end showed April 9, 2016. We regret any inconvenience this has caused and are truly sorry to have disappointed our Customer. The refund has been processed in full. We hope you...
will consider us in the future and allow us the opportunity to demonstrate our Customer commitment. With much respect and gratitude, [redacted] Customer Care Operations Manager
The Customer’s concern is with the loveseat. Multiple attempts have been made to fulfil the part order to correct the issue however; the mechanisms sent to date from the manufacture were not compatible. A new mechanism has been mailed to the Customer on 7/21/17. Due to the delay, Customer was...
issued a Gift Certificate from [redacted] fulfilling the terms and conditions of the protection plan however, Customer declined the offer. We will send service to attempt a final install of the mechanism. Should the install be unsuccessful, the Gift Card will be sent to the Customer fulfilling the terms and conditions of the [redacted] Protection Plan per item. We extend our sincere apology for the delays however, despite best intentions, have encountered some difficulties in obtaining the compatible part for the loveseat from the manufacture. We are hopeful the mechanism mailed on 7/21/17 is compatible and the install will be successful. Regrettably, we are unable to meet the Customer’s expectations and replace the entire living room set or issue a refund of the protection plan purchased through a third party provider of service, [redacted]. If Customer would like to cancel the plan, please refer to the cancelations guidelines on the plan protections certificate sent upon registration. We look forward to concluding this matter successfully. With much gratitude and respect, The RoomPlace, Customer Care.
Complaint: [redacted]
I am rejecting this response because: This is not sufficient ibformation. When I contacted the roomplace it was their department. Thank in advance
Sincerely,
Sheena [redacted]
The RoomPlace was saddened to hear of our Customer’s concern and extend our sincere apology for not meeting their expectations. The Customer’s merchandise was delivered 2/21/17. For a period of one (1) year following the delivery, The RoomPlace warrants to the original purchaser that the...
merchandise will be free from defects in material and workmanship under normal use. Items were replaced by store as a onetime voluntary accommodation to satisfy the Customer’s concern. Following our normal practice, an independent service technician was dispatched in April and confirmed that the items are up to standards and no defects are present in the merchandise. We have reached out to the Customer direct to better understand the issues and see what option if any we can provide to conclude this matter satisfactory. We look forward to connecting soon. With much respect and gratitude, The RoomPlace, Customer Care
The RoomPlace was disheartened to learn of the Customer’s perception. Upon learning of the concern, our General Manager of the store reached out personally to offer her genuine apology and assistance. Customer was gracious to accept and will be visiting the showroom to make a new selection. With...
much gratitude, [redacted] Customer Care Operations Manager.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11020445, and find that this resolution is satisfactory to me.
Saturday the 23rd or Sunday the 24th is good for service on my recliner.
Sincerely,
Mark [redacted]
The RoomPlace was disheartened to learn of the Customer’s perception and alleged concerns with the product. We extend our sincere apology for not meeting our Customer’s expectations despite our most authentic of intentions. In the genuine interest of Customer service, The...
RoomPlace has picked up the base and mattress and issued a full refund to the Customer’s account. We trust the resolution meets with our Customer’s full satisfaction. Best regards, [redacted]
The RoomPlace was saddened to learn of this concern. The merchandise was delivered in September of 2016. This is the first we are learning of any concerns as it relates to the financing with the third party provider, [redacted]. Due to privacy reason, we do not have access to the Customer’s account...
nor the payment history. Upon learning of this, we reached out to the bank on behalf of our mutual Customer and asked that they please review the account and work with the Customer to reach a favorable outcome. Regretfully, we are unable to make any adjustments to the account as the credit is with a third party provider and under the terms of the agreement between said parties. Customer should expect to hear back from the bank or the retailer with an update over the next 10 business days. With much respect and gratitude, The RoomPlace, Customer Care.
The RoomPlace was disheartened to learn of our Customer’s perception. The original delivery date was 10/8/13. Customer filed a claim with [redacted] the provider of the extended protection plan. Claim was fulfilled and Customer was issued an in-store credit for the retail amount of the table which...
fulfilled the warranty. Customer wanted the same model however, given the purchase date of 2013, The RoomPlace no longer carried this model. In the genuine interest of Customer service and in an attempt to satisfy our mutual Customer, we special ordered the table from the vendor. Upon receipt / delivery, it was determine that there was transit damage and as a result, a replacement table ordered from the vendor and rescheduled for delivery on 4/2/16. The RoomPlace extends our apology for the delay and the damage upon delivery. Customer was given a $75 Gift Certificate to The RoomPlace, no other credits are available. No in-home damaged noted however, Customer does have 3 days from date of delivery to report any visible damage to property to the [redacted] we will follow up with [redacted] to see if they have any record. We look forward to concluding this matter on 4/2/16 to our Customer’s full satisfaction. With much respect, The RoomPlace Customer Care team!
The RoomPlace has issued a refund for the adjustable base and the mattress / foundation as committed. We are happy to review photos of the 3 chairs in question to determine repair or exchange. I have personally attempted to contact the Customer however was unable to leave a message due to “network difficulties. We extend our sincere apology for the delay in concluding this matter to our Customer’s full satisfaction and look forward to seeing the photos so we may expedite the resolution. With much respect and gratitude, [redacted], VP of Customer Care.
The RoomPlace was saddened to learn of our Customer’s concern. Under the limited manufacturing warranty, service was dispatched to conduct a thorough inspection of the product by an independent service provider. The inspection concluded that the mattress was within the specifications and showed no...
defect. Mattress conforming to daily use is normal. A defect occurs when the mattress sagging measure 2” or greater and can occur if the mattress is not continuously supported by a foundation with appropriate frame and center support. We will be happy to dispatch a second service technician to re-evaluate the mattress however, if the inspection does not conclude a defect in the mattress, we will not be able to proceed with any further options. Please let us know best days to dispatch a service technician Tuesday – Saturday week ok 2/21. With much respect and gratitude, The RoomPlace Customer Care
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Jean [redacted]
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,
[redacted] I accept the $75 gift card, how will I be receiving the card?
The RoomPlace was disheartened to learn of our Customer’s concern and apologize for such a perception. The merchandise was delivered on 5/9/2014. Our records indicate no claims or concerns reported during the one year limited manufacturing warranty on any of the items. Upon receipt of the...
complaint, we learned a claim was filed with the third party provider of the extended protection plan, Guardian. We have reached out to Guardian to inquire on the claim status as we do not administer claims on behalf of third party providers of service. In the meantime, it would be beneficial if our Customer can forward the photos of the damaged items. We look forward to receiving the information requested and exploring options in assisting our valued Customer. Best regards, Joyce [redacted], Customer Care Operations Manager.
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 4/27/15. Customer contacted us mid-January to express dissatisfaction with the chair and reported electrical failure. Service was dispatched under the warranty, findings indicated no defect in seat cushion however, did report that the massager was not functioning as expected. A new massager was ordered and service went out on to install on 2/19/16. We will gladly explore options in replacing the seat cushion in the genuine interest of Customer service and as a one-time voluntary accommodation. We look forward to hearing back from our valued Customer and concluding this matter to her full satisfaction. Best regards, [redacted], Customer Care Operations Manager
Despite most genuine intentions, we are unable to meet our Customer’s expectation and replace the sectional. A thorough inspection has been conducted by a third party independent provider which concludes no defects found. Most sectionals are standalone items which do not come with a connector however, this particular one does and it is within the manufacturer’s specifications. Due to the warranty guidelines and exclusions, we are not able to modify merchandise. The console was replaced successfully on Friday, 2/9/18. The 7 Day Satisfaction Guarantee was exercised by Customer previously and no concern raised as it relates to the sectional connection. With much respect, The RoomPlace, Customer Care.