Tell us why here...The RoomPlace was disheartened to learn of our Customer’s concern and perception. The merchandise was delivered on April 6, 2016. Customer contacted us January 10, 2017 to request the dust cover under the sofa be replaced as it was accidentally ripped when moved inside the home....
We are empathetic to our Customer’s issue however, The RoomPlace administers the manufacturing warranty, this type of damage does not fall within the manufacturing guidelines of the warranty. The Customer did elect the extended protection plan through a third party provider, [redacted]. It is our practice to conduct a thorough review at point of sale of the protection plan coverage and exclusions. If elected by Customer a certificate of coverage is provided at point of sale and upon the protection plan registration, [redacted] directly emails the Customer (same email address used in the compliant) the plan coverage and exclusions. Regretfully, we are unable to cancel the Customer’s protection plan on his behalf. The certificate of coverage sent by [redacted] has specific state requirements for cancelations. Please refer to the email received from [redacted] in April of 2016 which was specific to the Customer’s plan for further clarity. We would be happy to ask [redacted] to forward the email in the event Customer cannot locate. In addition and in the genuine interest of Customer service, our offer stands to send the dust cover patch to the Customer direct at no cost in hopes of repairing the rip. We are truly sorry that we are not able to meet our Customer’s expectation despite the most genuine of intention. Look forward to assisting with a prompt conclusion for our valued Customer. With much respect and gratitude, The RoomPlace, Customer Care
Initial Business Response /* (1000, 5, 2015/06/16) */
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. Despite the most of genuine intent, we are unable to...
make an exception as we need to consistently execute for all our valued and loyal Customers. Regretfully, we are unable to meet the Customer's expectations and issue a refund of the No Use No Lose 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 $50.00 which will expire on 04/24/2016. 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 their 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. Joyce [redacted], Customer Care Operations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is being relooked at and they will get back to us.
Sincerely,
Sherry [redacted]
The provider of the extend protection service, [redacted] has attempted to reach the Customer several times with no luck. We will forward all the information and pictures provided via the Revdex.com site however, are unable to process claims on behalf of third party providers. Failure to respond on a pending claim within the allotted time may result in the ineligibility of claim. Please contact [redacted] direct to expedite the process. We are happy to relate any information on behalf of the Customer however, the Customer will need to engage with [redacted] for further processing. Best regards, The RoomPlace Customer Care team.
The RoomPlace was saddened to hear of our Customer’s perception and apologize however, we are unable to locate any recent orders under the name, address, phone number or order number provided. We will be delighted to assist, please provide a sale order number associated with the purchase. We look...
forward to providing a favorable resolution upon locating the sale in question. With much respect and gratitude, The RoomPlace Customer Care Team.
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 May 11, 2011. The manufacturing warranty expired on May 11, 2012. Customer did not elect to purchase any extended protection plan on the set. There were no service issues and or concerns reported until the receipt of this complaint. Regrettably, we are unable to meet the Customer’s expectation and replace his set however in an attempt to continue our history level of Customer service, we are happy to offer a $100 in-store credit on account, valid for a period of one year from date of issuance. We look forward to hearing back from our valued Customer and trust that the resolution we provided will meet with his satisfaction. Best regards, Joyce [redacted], Customer Care Operations Manager
The merchandise was delivered on 1/5/2017. Regrettably, and despite best intentions, we are unable to meet our Customer’s request for 20% off this particular sofa as it does not qualify under the promotion. In the genuine interest of Customer Service, we are happy to extend a $50 Gift Card to The RoomPlace on future purchases. To redeem, visit a local showroom to place the order. The Customer account has been updated to reflect the offer, redeemable at next purchase. With much gratitude, The RoomPlace, Customer Care
The RoomPlace was disheartened to learn of our Customer’s concern. The Customer’s [redacted] offer expired 90 days after 7/16/16. Customer contacted us in March of 2017 to redeem the [redacted] credit. We are currently verifying eligibility and will reach out within 7 days if any exceptions can...
be made as a one-time voluntary accommodation towards a loyal Customer. The Gift Card is redeemable on purchases of $499 or more at any one of our stores. With respect and gratitude, The RoomPlace Customer Care Team.
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. Merchandise was delivered on 7/7/2015. Service was dispatched in 2/17/16 to Customer’s home under the guidelines of the manufacturing warranty. The technician indicated the cushions were conforming to use, no defects found. He noted the Customer did not like the way the product was made and wanted the corners reconstructed to minimize the feel of the hardware used to construct the sofa however; this is not a service we can provide as it does alter the original specification of the manufacture’s design. In the genuine interest of Customer service, we are happy to review the photos to see what if anything we can do to assist our valued Customer’s with their concern. Please submit the photos of the item in its entirety and a close up of the concern. Upon receipt, we will review all options to see what if anything can be done to assist. With much respect and gratitude, The RoomPlace, Customer Service.
Thank
you for sending the pictures. We will be happy to send our service technician to
replace the decking on the items and determine which cushion is damaged for a
replacement. We offer in-home service
Tuesday through Saturday. Please let us know which day works best for you and
we will schedule the appointment. We look forward to promptly resolving our valued
Customer’s concerns. With much gratitude, Joyce [redacted], Customer Care
Operations Manager
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. I hope this company gets reviewed for bad ethics and consumer fraud
Sincerely,
[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 September 8, 2014 and that the repairs have been completed. Our last contact, 12/22 with the Customer confirms a satisfactory resolution. Best regards, [redacted] Customer Care Operations Manager
Complaint: [redacted]
I am rejecting this response because: I will not purchase anything else ever again from this business. It has failed me more than once and a gift card for future purchases to the very business that has failed me every time I used it will not make me feel any better.
Sincerely,
[redacted]
Our sincere apology for the perception, we would really like to help.Not sure who the Customer may have been working with however, The Corporate Customer Care Dept. does not have any documented issues or concerns as it relates to the recent issue at hand. Please forward the information as originally requested via the Revdex.com site and we will be happy to assist in any way we can. We are so sorry but there is nothing on file that allows us to pursue this matter further. Kindly supply us with the requested information so we may explore options to assist. Best regards, [redacted] Customer Care Operations Manager
Our sincere apology for not meeting our Customer’s...
expectations despite the most genuine of intentions. We strive to provide exceptional service across all touchpoints. We value and appreciate the feedback for continued evolvement in our service levels. I have offered to pick the product up for a full refund however, this offer was rejected by Customer. She further went on to tell me that all the product has been delivered and she does not wish to return. Unfortunately, I am uncertain of what the expectation is at this point given our conversation and gesture in the genuine interest of Customer service offered and accepted for the Gift Card. We are happy to explore options in further assisting, please let us know what your expectations are for further consideration. With much gratitude and respect, [redacted], VP of Customer Care
The RoomPlace extends our sincere apology if at any point we did not meet our valued Customer’s expectation despite the most genuine of attempts. Our records indicate the refund was processed on Monday, 9/26/2016 for the items canceled per our Customer’s request. If we can be of any further...
assistance, please let us know. Best regards, 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,
[redacted]
Revdex.com:
My questions for the business is, can the $50.00 be applied when I come in and make the selection for the new of furniture? Will Roomplace send me something or will the information be in the system for any store to see?
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]
The RoomPlace was disheartened to learn of our Customer’s perception and sincerely apologizes for her experience. The RoomPlace is a reputable business and we take great pride in serving our valued Customers exceptionally. At times, and despite best efforts, there may be delays however they...
are very limited and all efforts are made to expedite the delivery. We will proceed with the cancelation of the order and a refund per Customer’s request. With much gratitude, The RoomPlace Custoemr Care Team
The RoomPlace was saddened to hear of our Customer’s concern and extend our sincere apology for the delay. Albeit very infrequent, at times, and despite best intentions, there may be delays however, every effort is made to expedite the delivery and keep our valued Customer informed every step of...
the way. We show the product is being delivered on 9/8/2017. We appreciate our Customer’s understanding and are grateful for their loyalty. With much respect and gratitude, The RoomPlace, Customer Care
Tell us why here...The RoomPlace was disheartened to learn of our Customer’s concern and perception. The merchandise was delivered on April 6, 2016. Customer contacted us January 10, 2017 to request the dust cover under the sofa be replaced as it was accidentally ripped when moved inside the home....
We are empathetic to our Customer’s issue however, The RoomPlace administers the manufacturing warranty, this type of damage does not fall within the manufacturing guidelines of the warranty. The Customer did elect the extended protection plan through a third party provider, [redacted]. It is our practice to conduct a thorough review at point of sale of the protection plan coverage and exclusions. If elected by Customer a certificate of coverage is provided at point of sale and upon the protection plan registration, [redacted] directly emails the Customer (same email address used in the compliant) the plan coverage and exclusions. Regretfully, we are unable to cancel the Customer’s protection plan on his behalf. The certificate of coverage sent by [redacted] has specific state requirements for cancelations. Please refer to the email received from [redacted] in April of 2016 which was specific to the Customer’s plan for further clarity. We would be happy to ask [redacted] to forward the email in the event Customer cannot locate. In addition and in the genuine interest of Customer service, our offer stands to send the dust cover patch to the Customer direct at no cost in hopes of repairing the rip. We are truly sorry that we are not able to meet our Customer’s expectation despite the most genuine of intention. Look forward to assisting with a prompt conclusion for our valued Customer. With much respect and gratitude, The RoomPlace, Customer Care
Initial Business Response /* (1000, 5, 2015/06/16) */
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. Despite the most of genuine intent, we are unable to...
make an exception as we need to consistently execute for all our valued and loyal Customers. Regretfully, we are unable to meet the Customer's expectations and issue a refund of the No Use No Lose 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 $50.00 which will expire on 04/24/2016. 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 their 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. Joyce [redacted], Customer Care Operations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is being relooked at and they will get back to us.
Sincerely,
Sherry [redacted]
The provider of the extend protection service, [redacted] has attempted to reach the Customer several times with no luck. We will forward all the information and pictures provided via the Revdex.com site however, are unable to process claims on behalf of third party providers. Failure to respond on a pending claim within the allotted time may result in the ineligibility of claim. Please contact [redacted] direct to expedite the process. We are happy to relate any information on behalf of the Customer however, the Customer will need to engage with [redacted] for further processing. Best regards, The RoomPlace Customer Care team.
The RoomPlace was saddened to hear of our Customer’s perception and apologize however, we are unable to locate any recent orders under the name, address, phone number or order number provided. We will be delighted to assist, please provide a sale order number associated with the purchase. We look...
forward to providing a favorable resolution upon locating the sale in question. With much respect and gratitude, The RoomPlace Customer Care Team.
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 May 11, 2011. The manufacturing warranty expired on May 11, 2012. Customer did not elect to purchase any extended protection plan on the set. There were no service issues and or concerns reported until the receipt of this complaint. Regrettably, we are unable to meet the Customer’s expectation and replace his set however in an attempt to continue our history level of Customer service, we are happy to offer a $100 in-store credit on account, valid for a period of one year from date of issuance. We look forward to hearing back from our valued Customer and trust that the resolution we provided will meet with his satisfaction. Best regards, Joyce [redacted], Customer Care Operations Manager
The merchandise was delivered on 1/5/2017. Regrettably, and despite best intentions, we are unable to meet our Customer’s request for 20% off this particular sofa as it does not qualify under the promotion. In the genuine interest of Customer Service, we are happy to extend a $50 Gift Card to The RoomPlace on future purchases. To redeem, visit a local showroom to place the order. The Customer account has been updated to reflect the offer, redeemable at next purchase. With much gratitude, The RoomPlace, Customer Care
The RoomPlace was disheartened to learn of our Customer’s concern. The Customer’s [redacted] offer expired 90 days after 7/16/16. Customer contacted us in March of 2017 to redeem the [redacted] credit. We are currently verifying eligibility and will reach out within 7 days if any exceptions can...
be made as a one-time voluntary accommodation towards a loyal Customer. The Gift Card is redeemable on purchases of $499 or more at any one of our stores. With respect and gratitude, The RoomPlace Customer Care Team.
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. Merchandise was delivered on 7/7/2015. Service was dispatched in 2/17/16 to Customer’s home under the guidelines of the manufacturing warranty. The technician indicated the cushions were conforming to use, no defects found. He noted the Customer did not like the way the product was made and wanted the corners reconstructed to minimize the feel of the hardware used to construct the sofa however; this is not a service we can provide as it does alter the original specification of the manufacture’s design. In the genuine interest of Customer service, we are happy to review the photos to see what if anything we can do to assist our valued Customer’s with their concern. Please submit the photos of the item in its entirety and a close up of the concern. Upon receipt, we will review all options to see what if anything can be done to assist. With much respect and gratitude, The RoomPlace, Customer Service.
Thank
you for sending the pictures. We will be happy to send our service technician to
replace the decking on the items and determine which cushion is damaged for a
replacement. We offer in-home service
Tuesday through Saturday. Please let us know which day works best for you and
we will schedule the appointment. We look forward to promptly resolving our valued
Customer’s concerns. With much gratitude, Joyce [redacted], Customer Care
Operations Manager
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. I hope this company gets reviewed for bad ethics and consumer fraud
Sincerely,
[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 September 8, 2014 and that the repairs have been completed. Our last contact, 12/22 with the Customer confirms a satisfactory resolution. Best regards, [redacted] Customer Care Operations Manager
Complaint: [redacted]
I am rejecting this response because: I will not purchase anything else ever again from this business. It has failed me more than once and a gift card for future purchases to the very business that has failed me every time I used it will not make me feel any better.
Sincerely,
[redacted]
Our sincere apology for the perception, we would really like to help.Not sure who the Customer may have been working with however, The Corporate Customer Care Dept. does not have any documented issues or concerns as it relates to the recent issue at hand. Please forward the information as originally requested via the Revdex.com site and we will be happy to assist in any way we can. We are so sorry but there is nothing on file that allows us to pursue this matter further. Kindly supply us with the requested information so we may explore options to assist. Best regards, [redacted] Customer Care Operations Manager
Our sincere apology for not meeting our Customer’s...
expectations despite the most genuine of intentions. We strive to provide exceptional service across all touchpoints. We value and appreciate the feedback for continued evolvement in our service levels. I have offered to pick the product up for a full refund however, this offer was rejected by Customer. She further went on to tell me that all the product has been delivered and she does not wish to return. Unfortunately, I am uncertain of what the expectation is at this point given our conversation and gesture in the genuine interest of Customer service offered and accepted for the Gift Card. We are happy to explore options in further assisting, please let us know what your expectations are for further consideration. With much gratitude and respect, [redacted], VP of Customer Care
The RoomPlace extends our sincere apology if at any point we did not meet our valued Customer’s expectation despite the most genuine of attempts. Our records indicate the refund was processed on Monday, 9/26/2016 for the items canceled per our Customer’s request. If we can be of any further...
assistance, please let us know. Best regards, 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,
[redacted]
Revdex.com:
My questions for the business is, can the $50.00 be applied when I come in and make the selection for the new of furniture? Will Roomplace send me something or will the information be in the system for any store to see?
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]
The RoomPlace was disheartened to learn of our Customer’s perception and sincerely apologizes for her experience. The RoomPlace is a reputable business and we take great pride in serving our valued Customers exceptionally. At times, and despite best efforts, there may be delays however they...
are very limited and all efforts are made to expedite the delivery. We will proceed with the cancelation of the order and a refund per Customer’s request. With much gratitude, The RoomPlace Custoemr Care Team
The RoomPlace was saddened to hear of our Customer’s concern and extend our sincere apology for the delay. Albeit very infrequent, at times, and despite best intentions, there may be delays however, every effort is made to expedite the delivery and keep our valued Customer informed every step of...
the way. We show the product is being delivered on 9/8/2017. We appreciate our Customer’s understanding and are grateful for their loyalty. With much respect and gratitude, The RoomPlace, Customer Care