he RoomPlace was sadden to learn of our Customer’s concern and extend our sincere apology to our valued Customer if there was any misunderstanding as it relates to their manufacturer’s warranty. The original order was delivered 11/23/17 An independent technician was sent to the Customer’s...
home to inspect the mattress based on Customer’s complaint of the mattress sinking. Upon inspection, the technician reported and provided supporting documentation / photos which concluded the mattress is within the manufacture’s specifications and no defects detected. Exclusions are as follows: Firmness preference of the product. Normal body impression(s) of 1 1/2 inches or less in all sleeping areas. Bed Height Cover (fabric) Bent border wires Burns, stains or soils Mattress not used with a firm, supportive rigid non-yielding foundation Merchandise sold "as is" "distressed" or "floor model" We will conduct a second review and proceed within the warranty guidelines. With much respect and gratitude, The RoomPlace Customer Care ll us why here...
The RoomPlace extends our sincere apology for the delay and are very saddened to learn of the perception. We may at times when already on a call ask for the Customer’s information so we can call them back verses having them on hold, however, we always call back and would never deny a Customer of...
the request to speak with a manager. The Store Management reached out personally to apologize to our valued Customer for the delay and will be expediting the refund check to the Store for Customer pickup this week. We regret the delay and the negative perception, we truly are dedicated to our Customers and appreciate the feedback as we continue to evolve in our service levels for our loyal Customers. With much respect and gratitude, The RoomPlace, Customer Care Team.
The RoomPlace was disheartened to hear of our Customer’s concern. The Customer’s merchandise was delivered 4/25/17. 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. Our records indicate the Customer’s claim is in process. Upon a thorough review, we will reach out to our Customer to conclude. With much respect, 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,
[redacted]
My apology for the delay in response. I am happy to provide all correspondences between myself and Customer. We were unaware the Gift Card was not received by Customer until the complaint was received. The original Gift Card was not redeemed, we have canceled and re-issued. It will be mailed the week of 2/6/17. I have asked our Customer to confirm when received in a response to a her email following the complaint. With much respect, Jasmine [redacted], Vice President, Customer Care
The RoomPlace was disheartened to learn of our Customer’s perception. The merchandise was delivered in December of 2013. Our records do not indicate any pending claims. Customer elected to purchase the extended protection plan through a third party provider of service, [redacted]. At time...
of purchase, it is our practice to review at point of sale (prior to the purchase) the warranty guidelines and if elected by Customer, provide the certificate of coverage. In addition, once the warranty is registered with [redacted], the Customer is sent a certificate of coverage by [redacted] which clearly details the protection plan requirements and timeframe in which to file a claim. Our records indicate the Customer elected to purchase the following warranty: Plan [redacted] – Inclusive coverage for Stain / Structural and Accidental Coverage For Fabric and Leather Upholstered Furniture Accidental Stains caused by any food or beverage normally consumed by humans; mold and mildew stains caused by food or beverage spills; stains caused by human or pet bodily fluids.Accidental Stains caused by grass, grease, ballpoint pen ink, nail polish, cosmetics, lipstick, crayon, and shoe polish. Lipstick, crayon and ballpoint pen ink marks totaling more than 6 inches in length are considered preventable and will not be covered.Accidental rips, cuts, punctures or burns from a single relatable occurrence.Structural or component failure due to normal residential use that results in the breakage of frames, mechanisms, welds, swivel bases, recliner handles and assembled joints. Includes component mechanical and electrical failures such as defective motors, massagers, vibrating units and heaters. Coverage begins after the manufacturer’s warranty has expired. The manufacturing warranty period expired on 12/18/14. In the genuine interest of Customer service and as a one-time voluntary accommodation, January 15, 2014, The RoomPlace , agreed to exchange the Customer’s sofa, sight unseen. No other issues reported until the receipt of this complaint. We see several claims filed with [redacted] in August of 2015 however, have no visibility to outcome of the service and or resolution. We will be happy to inquire on our Customer’s behalf with [redacted] as to the status, and ask that the Customer provide us detail of each damaged item, photo and any claim documentation received from [redacted] to ensure we have all the facts for a prompt conclusion. We look forward to receiving the information and assisting our mutual Customer with a speedy resolution to her concerns. Best regards, [redacted] Customer Care Operations Manager.
The RoomPlace was sadden to learn of our Customer’s concern and extend our sincere apology to our valued Customer for not meeting their expectations despite best intentions. The original order was delivered 3/19/2016, we sent a certified independent technician to the Customer’s home on 9/24/2016...
to inspect the mattress based on Customer’s complaint of the mattress sinking. Upon inspection, the technician reported and provided supporting documentation / photos as it relates to the inspection (mattress photo attached with visible stain) which concluded the mattress is not sinking and there is a visible stain in the center of the mattress which voids the warranty provided by the manufacturer as illustrated on the tags and Customer’s sales receipt. Exclusions are as follows: Firmness preference of the product. Normal body impression(s) of 1 1/2 inches or less in all sleeping areas. Bed Height Cover (fabric) Bent border wires Burns, stains or soils Mattress not used with a firm, supportive rigid non-yielding foundation Merchandise sold "as is" "distressed" or "floor model" We are happy to conduct a second (2nd) inspection to ensure no errors in initial measurements upon confirmation from Customer that this stain has been professionally cleaned and is no longer visible. In order to proceed, we do require an invoice showing the stain has been removed and supporting photos of the entire mattress with no visible stain. With respect and gratitude, The RoomPlace Customer Care team.
Initial Business Response /* (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 experience. The 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 offer. The RoomPlace offers the in-store credit for the amount of the warranty protection (provided no claims are filed within the 5 year [redacted] warranty period). The NoUse NoLose guarantee is through The RoomPlace, not [redacted]. The in-store credit of $75 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 $499 and above. This in-store credit will expire on ??????? The RoomPlace takes great pride in serving our Customers exceptional well and extend our sincere apology for not meeting our Customer's expectations despite best efforts on mutual parts and intensions. If we can provide any other clarity, please let us know.
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/01/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ok I get it it's not guardian. However we were misled at the time of sale. We were told we would be refunded the 75$. Not that we would be given a store credit. I would not have gone this far on my complaint. After more than five years. If I was told anything different. I do not accept what they are now changing it to. A 75$ credit is only good if I needed furniture. I don't. And now I don't feel the Room place is a creditable business.
Final Business Response /* (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 practices. From the initial launch, the guidelines have remained the same and have been administered as such. Despite best efforts and intentions, we are unable to issue a refund as this is an in-store credit program. I 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 account. With much gratitude, [redacted] Customer Care Operations Manager.
The RoomPlace extends our sincere apology for the damages incurred in transit and the delay in issuing the refund. the refund has been processed in full. It may take an up to 10 business days for the refund to post on the account however, it has been completed. If there are any questions, please...
let us know. With much respect and gratitude, The RoomPlace, Customer Care.
The RoomPlace was saddened to learn of our Customer's concern. We take great pride in serving our Customer’s well and conducting our business ethically as demonstrated by our 105 year history. The merchandise was delivered 8/14/14. For a period of one year following the date of delivery, The...
RoomPlace warrants the merchandise will be free from defects resulting from material and or workmanship under normal use. The Customer elected the optional protection plan with a third party provider of service, [redacted]. At time of purchase, the Certificate of Coverage and Exclusions of the protection plan is provided to the Customer prior to electing the optional plan. Upon registration, [redacted] emails the same to the Customer’s email address on file (coincides with email address on the complaint). Optional Protection Plan coverage as follows, must be reported to [redacted] within 30 days per occurrence: Plan P1PRP – Inclusive coverage for Stain / Structural and Accidental (Invoice limit $20,000): Coverage For Fabric and Leather Upholstered Furniture Accidental Stains caused by any food or beverage normally consumed by humans; mold and mildew stains caused by food or beverage spills; stains caused by human or pet bodily fluids.Accidental Stains caused by grass, grease, ballpoint pen ink, nail polish, cosmetics, lipstick, crayon, and shoe polish. Lipstick, crayon and ballpoint pen ink marks totaling more than 6 inches in length are considered preventable and will not be covered.Accidental rips, cuts, punctures or burns from a single relatable occurrence.Structural or component failure due to normal residential use that results in the breakage of frames, mechanisms, welds, swivel bases, recliner handles and assembled joints. Includes component mechanical and electrical failures such as defective motors, massagers, vibrating units and heaters. Coverage begins after the manufacturer’s warranty has expired. We have learned that the Customer contacted [redacted] on 4/25/17 and a claim was initiated as it relates to the frame damage. The tears reported outside of the 30 day timeframe and damage unknown. Customer was offered a 24-48 hours period to advise how the rips occurred however declined according to their records. Regrettably, we have no other information as it relates to the Customer’s claim with a third party provider however, are happy to forward any additional information the Customer might have along with the photos of the damage to [redacted] for further consideration under their protection plan guidelines. Please submit the information via the Revdex.com site. With much respect, The RoomPlace., Customer Care team.
Regretfully and despite best efforts, we will not be able to make the delivery date of 10/28 as we had previously thought to be the case but wanted to try regardless. The merchandise is in route, we have the delivery scheduled for 11/2. I left a message for the Customer earlier to let us know if...
this date is not convenient for, we can reschedule later in the week. When I connected with our Customer previously on the matter, I commit to a credit which will be issued to her account upon successful completion of the delivery and in the genuine interest of Customer service and appreciations for your understanding. I am not familiar with the case [redacted] and am hoping to get some clarity when we connect. With much respect and gratitude, [redacted] VP, Customer Care
The RoomPlace extends our sincere apology for the delay in fulfilling our valued Customer’s order as personally conveyed to our Customer by our Delivery Supervisor. The merchandise is scheduled for delivery on 6/11/16. The delivery fee will be refunded despite the service being provided in the...
genuine interest of Customer service and as committed however, no additional discounts are available on the order. We truly apologize for the delay and look forward to completing this deliver for our Customer promptly. In addition, we are happy to issue a $50 Gift Card valid for a period of one year from date of issuance and redeemable on further purchases with our Customer acceptance. Look forward to our Customer’s reply for a prompt conclusion. Best regards, The RoomPalce Customer Care Team.
The RoomPlace was disheartened to learn of our Customers perception and apologize if at point we failed to meet her expectation despite the most genuine of intentions.
Our records indicate the Customer placed her order online on 9/2/15 and paid $953.16 (credit card) and $2,000 (the RoomPlace credit...
card).
The sale from September, 2015, delivered equates to $2,200.52 of which $ 755.34 was returned (Sofa did not fit and Customer did not like the bed), leaving a balance owed for merchandise of $1,445.18. Our records indicate a refund was processed in the amount of $554.82. Customer refused the Sofa at time of delivery. The wood protection was cancelled and refunded. Bed was picked up at a later date, refund processed.
As this order was generated online by Customer, and Customer wanted to reselect on the bed, she would have had to pay for the new product online and an adjustment to the account would have occurred systematically when the new sale and credit memo where completed. Customer stated she was unable to do so and wanted it completed over the phone. Regrettably, due to the system requirements, we are unable to override on orders placed online. We asked the Customer to visit a local store and they would be happy to help. Customer asked us to pick up and refund her for the bed, which we honored. The charges and credits are as follow:
A charge on The RoomPlace for $2,000, a refund for $554.82, equates to $1,445
A charge on the Bank Credit Card of $953.16, a refund for $953.16
Disappointingly, we are unable to make any changes to orders that delivered, the wood protection has been removed and refund processed. If we can help further or answer any remaining questions, please let us know. With much respect and gratitude, J[redacted], Customer Care Operations Manager.
Complaint: [redacted]
I am rejecting this response because:There are two main reasons why I reject this response. 1. This was not a slight delay. We were delayed for 2 months. The advertisement in their store guarantees next day deliver. We were delayed on two separate occasions. Once on the first date of delivery and the back up delivery date was also postponed. 2. The problem with this delivery is SOLELY on the room place. Not the manufacturer of the furniture. When I viewed the order I placed the room place's computer said the manufacturer had only 7 products being manufactured at the time yet the room place had placed 47 orders. That means 7 orders would be fulfilled out of 47. In regards to this, the roomplace still offered a delivery date which it had no way of fulfilling causing us to go without bedroom furniture for another 3 weeks only to be postponed again with a new promised delivery date. Obviously a delivery date which would not be fulfilled but delayed again. So my question is why is the room place selling a product that has no way of being delivered. Is it because they know once they have the customer committed it is easier for the customers to just opt for a different piece of furniture? Surely this only benefits the roomplace. Instead of being honest with the customer and running the risk of the customer going elsewhere, the room place uses a bait and switch technique to keep the customer in the store by offering them the furniture that the store can't deliver and then offering them a different model that the customers didn't want, but will take to fill the need of furniture they have been waiting for. This is a scam and needs to be addressed. Their pathetic response shows that they don't care about customers. This is also not the first time they did this same technique to us. They also discontinued a product that we were paying for. This caused us to have to decide on another piece of furniture. When you look at this stores [redacted] page it is full of customers suffering from this company the same way I have. Shame on the roomplace. Sincerely,
Joel C[redacted]
So very sorry for the delayed response.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 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 $244.99. 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 his 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] 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 satisfactory to me as long as I am able to exchange my living room set for another one because I do not wish to keep the current living room set nor wish to have the same one in return.
Sincerely,
Jocelyn S[redacted]
The RoomPlace extends our sincere apology if at any point we did not meet our Customer’s expectation despite the most genuine intentions. We have reviewed the Customer’s order and the total is $642.27. We also reached out to our Customer who confirms the amount is correct. Again, our apology for...
any misunderstanding and or miscommunication however, the amount is correct. With much respect and gratitude, The RoomPlace, Customer Care.
The RoomPlace was saddened 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 February 27, 2015. No further contact until the receipt of this complaint. Customer did elect the Accidental Protection Place with [redacted]. I personally reached out to our valued Customer and requested photos of the damage for further review and consideration. Upon receipt, I will reconnect with our Customer in hopes of finding a favorable resolution for her. Best regards, Jasmine [redacted], Vice President, Customer Care Team.
The RoomPlace was saddened to learn of our Customer’s concern. The merchandise was delivered 6/26/2010. The limited 1 year manufacturing warranty expired 6/26/2011.The Customer did elect the extended Protection Plan with a third-party provider, [redacted] The plan was valid for 5 years from date of...
delivery. No claims filed within the timeframe of either plans on record. In the genuine interest of Customer service and regardless of ineligibility due to plan expiry from third party providers of service The RoomPlace has reached out to our valued Customer and will send him a RoomPlace Gift Card redeemable at any one of our location for a period of one year with no exclusions. With much respect and gratitude, [redacted], Vice President, Customer Care.
The RoomPlace was saddened to learn of the Customer’s concern and extend our apology if at any time we did not meet his expectations despite most genuine of intentions. 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 material and workmanship under normal use. The merchandise was delivered 9/6/16. Customer contacted us on 2 separate occasions as it relates to the springs and cushions. Both independent inspection confirmed there is no structural issue with the merchandise. In the genuine interest of Customer service, the technician did offer to add additional padding in an effort to satisfy the Customer’s concern regardless of ineligibility under the warranty however, Customer declined the service. The cushions may conform to use over time however, resilience is not covered under the warranty. Regrettably, given the offer to add padding was rejected, we have no other options to assist with the Customer’s concern and are unable to meet his expectations as it relates to a refund on merchandise delivered and in use as of 9/6/16. We will consider future eligibility of claims based on warranty coverage. With much respect and gratitude, The RoomPlace, Customer Care
he RoomPlace was sadden to learn of our Customer’s concern and extend our sincere apology to our valued Customer if there was any misunderstanding as it relates to their manufacturer’s warranty. The original order was delivered 11/23/17 An independent technician was sent to the Customer’s...
home to inspect the mattress based on Customer’s complaint of the mattress sinking. Upon inspection, the technician reported and provided supporting documentation / photos which concluded the mattress is within the manufacture’s specifications and no defects detected. Exclusions are as follows: Firmness preference of the product. Normal body impression(s) of 1 1/2 inches or less in all sleeping areas. Bed Height Cover (fabric) Bent border wires Burns, stains or soils Mattress not used with a firm, supportive rigid non-yielding foundation Merchandise sold "as is" "distressed" or "floor model" We will conduct a second review and proceed within the warranty guidelines. With much respect and gratitude, The RoomPlace Customer Care ll us why here...
The RoomPlace extends our sincere apology for the delay and are very saddened to learn of the perception. We may at times when already on a call ask for the Customer’s information so we can call them back verses having them on hold, however, we always call back and would never deny a Customer of...
the request to speak with a manager. The Store Management reached out personally to apologize to our valued Customer for the delay and will be expediting the refund check to the Store for Customer pickup this week. We regret the delay and the negative perception, we truly are dedicated to our Customers and appreciate the feedback as we continue to evolve in our service levels for our loyal Customers. With much respect and gratitude, The RoomPlace, Customer Care Team.
The RoomPlace was disheartened to hear of our Customer’s concern. The Customer’s merchandise was delivered 4/25/17. 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. Our records indicate the Customer’s claim is in process. Upon a thorough review, we will reach out to our Customer to conclude. With much respect, 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,
[redacted]
My apology for the delay in response. I am happy to provide all correspondences between myself and Customer. We were unaware the Gift Card was not received by Customer until the complaint was received. The original Gift Card was not redeemed, we have canceled and re-issued. It will be mailed the week of 2/6/17. I have asked our Customer to confirm when received in a response to a her email following the complaint. With much respect, Jasmine [redacted], Vice President, Customer Care
The RoomPlace was disheartened to learn of our Customer’s perception. The merchandise was delivered in December of 2013. Our records do not indicate any pending claims. Customer elected to purchase the extended protection plan through a third party provider of service, [redacted]. At time...
of purchase, it is our practice to review at point of sale (prior to the purchase) the warranty guidelines and if elected by Customer, provide the certificate of coverage. In addition, once the warranty is registered with [redacted], the Customer is sent a certificate of coverage by [redacted] which clearly details the protection plan requirements and timeframe in which to file a claim. Our records indicate the Customer elected to purchase the following warranty: Plan [redacted] – Inclusive coverage for Stain / Structural and Accidental Coverage For Fabric and Leather Upholstered Furniture Accidental Stains caused by any food or beverage normally consumed by humans; mold and mildew stains caused by food or beverage spills; stains caused by human or pet bodily fluids.Accidental Stains caused by grass, grease, ballpoint pen ink, nail polish, cosmetics, lipstick, crayon, and shoe polish. Lipstick, crayon and ballpoint pen ink marks totaling more than 6 inches in length are considered preventable and will not be covered.Accidental rips, cuts, punctures or burns from a single relatable occurrence.Structural or component failure due to normal residential use that results in the breakage of frames, mechanisms, welds, swivel bases, recliner handles and assembled joints. Includes component mechanical and electrical failures such as defective motors, massagers, vibrating units and heaters. Coverage begins after the manufacturer’s warranty has expired. The manufacturing warranty period expired on 12/18/14. In the genuine interest of Customer service and as a one-time voluntary accommodation, January 15, 2014, The RoomPlace , agreed to exchange the Customer’s sofa, sight unseen. No other issues reported until the receipt of this complaint. We see several claims filed with [redacted] in August of 2015 however, have no visibility to outcome of the service and or resolution. We will be happy to inquire on our Customer’s behalf with [redacted] as to the status, and ask that the Customer provide us detail of each damaged item, photo and any claim documentation received from [redacted] to ensure we have all the facts for a prompt conclusion. We look forward to receiving the information and assisting our mutual Customer with a speedy resolution to her concerns. Best regards, [redacted] Customer Care Operations Manager.
The RoomPlace was sadden to learn of our Customer’s concern and extend our sincere apology to our valued Customer for not meeting their expectations despite best intentions. The original order was delivered 3/19/2016, we sent a certified independent technician to the Customer’s home on 9/24/2016...
to inspect the mattress based on Customer’s complaint of the mattress sinking. Upon inspection, the technician reported and provided supporting documentation / photos as it relates to the inspection (mattress photo attached with visible stain) which concluded the mattress is not sinking and there is a visible stain in the center of the mattress which voids the warranty provided by the manufacturer as illustrated on the tags and Customer’s sales receipt. Exclusions are as follows: Firmness preference of the product. Normal body impression(s) of 1 1/2 inches or less in all sleeping areas. Bed Height Cover (fabric) Bent border wires Burns, stains or soils Mattress not used with a firm, supportive rigid non-yielding foundation Merchandise sold "as is" "distressed" or "floor model" We are happy to conduct a second (2nd) inspection to ensure no errors in initial measurements upon confirmation from Customer that this stain has been professionally cleaned and is no longer visible. In order to proceed, we do require an invoice showing the stain has been removed and supporting photos of the entire mattress with no visible stain. With respect and gratitude, The RoomPlace Customer Care team.
Initial Business Response /* (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 experience. The 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 offer. The RoomPlace offers the in-store credit for the amount of the warranty protection (provided no claims are filed within the 5 year [redacted] warranty period). The NoUse NoLose guarantee is through The RoomPlace, not [redacted]. The in-store credit of $75 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 $499 and above. This in-store credit will expire on ??????? The RoomPlace takes great pride in serving our Customers exceptional well and extend our sincere apology for not meeting our Customer's expectations despite best efforts on mutual parts and intensions. If we can provide any other clarity, please let us know.
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/01/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ok I get it it's not guardian. However we were misled at the time of sale. We were told we would be refunded the 75$. Not that we would be given a store credit. I would not have gone this far on my complaint. After more than five years. If I was told anything different. I do not accept what they are now changing it to. A 75$ credit is only good if I needed furniture. I don't. And now I don't feel the Room place is a creditable business.
Final Business Response /* (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 practices. From the initial launch, the guidelines have remained the same and have been administered as such. Despite best efforts and intentions, we are unable to issue a refund as this is an in-store credit program. I 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 account. With much gratitude, [redacted] Customer Care Operations Manager.
The RoomPlace extends our sincere apology for the damages incurred in transit and the delay in issuing the refund. the refund has been processed in full. It may take an up to 10 business days for the refund to post on the account however, it has been completed. If there are any questions, please...
let us know. With much respect and gratitude, The RoomPlace, Customer Care.
The RoomPlace was saddened to learn of our Customer's concern. We take great pride in serving our Customer’s well and conducting our business ethically as demonstrated by our 105 year history. The merchandise was delivered 8/14/14. For a period of one year following the date of delivery, The...
RoomPlace warrants the merchandise will be free from defects resulting from material and or workmanship under normal use. The Customer elected the optional protection plan with a third party provider of service, [redacted]. At time of purchase, the Certificate of Coverage and Exclusions of the protection plan is provided to the Customer prior to electing the optional plan. Upon registration, [redacted] emails the same to the Customer’s email address on file (coincides with email address on the complaint). Optional Protection Plan coverage as follows, must be reported to [redacted] within 30 days per occurrence: Plan P1PRP – Inclusive coverage for Stain / Structural and Accidental (Invoice limit $20,000): Coverage For Fabric and Leather Upholstered Furniture Accidental Stains caused by any food or beverage normally consumed by humans; mold and mildew stains caused by food or beverage spills; stains caused by human or pet bodily fluids.Accidental Stains caused by grass, grease, ballpoint pen ink, nail polish, cosmetics, lipstick, crayon, and shoe polish. Lipstick, crayon and ballpoint pen ink marks totaling more than 6 inches in length are considered preventable and will not be covered.Accidental rips, cuts, punctures or burns from a single relatable occurrence.Structural or component failure due to normal residential use that results in the breakage of frames, mechanisms, welds, swivel bases, recliner handles and assembled joints. Includes component mechanical and electrical failures such as defective motors, massagers, vibrating units and heaters. Coverage begins after the manufacturer’s warranty has expired. We have learned that the Customer contacted [redacted] on 4/25/17 and a claim was initiated as it relates to the frame damage. The tears reported outside of the 30 day timeframe and damage unknown. Customer was offered a 24-48 hours period to advise how the rips occurred however declined according to their records. Regrettably, we have no other information as it relates to the Customer’s claim with a third party provider however, are happy to forward any additional information the Customer might have along with the photos of the damage to [redacted] for further consideration under their protection plan guidelines. Please submit the information via the Revdex.com site. With much respect, The RoomPlace., Customer Care team.
Regretfully and despite best efforts, we will not be able to make the delivery date of 10/28 as we had previously thought to be the case but wanted to try regardless. The merchandise is in route, we have the delivery scheduled for 11/2. I left a message for the Customer earlier to let us know if...
this date is not convenient for, we can reschedule later in the week. When I connected with our Customer previously on the matter, I commit to a credit which will be issued to her account upon successful completion of the delivery and in the genuine interest of Customer service and appreciations for your understanding. I am not familiar with the case [redacted] and am hoping to get some clarity when we connect. With much respect and gratitude, [redacted] VP, Customer Care
The RoomPlace extends our sincere apology for the delay in fulfilling our valued Customer’s order as personally conveyed to our Customer by our Delivery Supervisor. The merchandise is scheduled for delivery on 6/11/16. The delivery fee will be refunded despite the service being provided in the...
genuine interest of Customer service and as committed however, no additional discounts are available on the order. We truly apologize for the delay and look forward to completing this deliver for our Customer promptly. In addition, we are happy to issue a $50 Gift Card valid for a period of one year from date of issuance and redeemable on further purchases with our Customer acceptance. Look forward to our Customer’s reply for a prompt conclusion. Best regards, The RoomPalce Customer Care Team.
The RoomPlace was disheartened to learn of our Customers perception and apologize if at point we failed to meet her expectation despite the most genuine of intentions.
Our records indicate the Customer placed her order online on 9/2/15 and paid $953.16 (credit card) and $2,000 (the RoomPlace credit...
card).
The sale from September, 2015, delivered equates to $2,200.52 of which $ 755.34 was returned (Sofa did not fit and Customer did not like the bed), leaving a balance owed for merchandise of $1,445.18. Our records indicate a refund was processed in the amount of $554.82. Customer refused the Sofa at time of delivery. The wood protection was cancelled and refunded. Bed was picked up at a later date, refund processed.
As this order was generated online by Customer, and Customer wanted to reselect on the bed, she would have had to pay for the new product online and an adjustment to the account would have occurred systematically when the new sale and credit memo where completed. Customer stated she was unable to do so and wanted it completed over the phone. Regrettably, due to the system requirements, we are unable to override on orders placed online. We asked the Customer to visit a local store and they would be happy to help. Customer asked us to pick up and refund her for the bed, which we honored. The charges and credits are as follow:
A charge on The RoomPlace for $2,000, a refund for $554.82, equates to $1,445
A charge on the Bank Credit Card of $953.16, a refund for $953.16
Disappointingly, we are unable to make any changes to orders that delivered, the wood protection has been removed and refund processed. If we can help further or answer any remaining questions, please let us know. With much respect and gratitude, J[redacted], Customer Care Operations Manager.
Complaint: [redacted]
I am rejecting this response because:There are two main reasons why I reject this response. 1. This was not a slight delay. We were delayed for 2 months. The advertisement in their store guarantees next day deliver. We were delayed on two separate occasions. Once on the first date of delivery and the back up delivery date was also postponed. 2. The problem with this delivery is SOLELY on the room place. Not the manufacturer of the furniture. When I viewed the order I placed the room place's computer said the manufacturer had only 7 products being manufactured at the time yet the room place had placed 47 orders. That means 7 orders would be fulfilled out of 47. In regards to this, the roomplace still offered a delivery date which it had no way of fulfilling causing us to go without bedroom furniture for another 3 weeks only to be postponed again with a new promised delivery date. Obviously a delivery date which would not be fulfilled but delayed again. So my question is why is the room place selling a product that has no way of being delivered. Is it because they know once they have the customer committed it is easier for the customers to just opt for a different piece of furniture? Surely this only benefits the roomplace. Instead of being honest with the customer and running the risk of the customer going elsewhere, the room place uses a bait and switch technique to keep the customer in the store by offering them the furniture that the store can't deliver and then offering them a different model that the customers didn't want, but will take to fill the need of furniture they have been waiting for. This is a scam and needs to be addressed. Their pathetic response shows that they don't care about customers. This is also not the first time they did this same technique to us. They also discontinued a product that we were paying for. This caused us to have to decide on another piece of furniture. When you look at this stores [redacted] page it is full of customers suffering from this company the same way I have. Shame on the roomplace. Sincerely,
Joel C[redacted]
So very sorry for the delayed response.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 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 $244.99. 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 his 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] 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 satisfactory to me as long as I am able to exchange my living room set for another one because I do not wish to keep the current living room set nor wish to have the same one in return.
Sincerely,
Jocelyn S[redacted]
The RoomPlace extends our sincere apology if at any point we did not meet our Customer’s expectation despite the most genuine intentions. We have reviewed the Customer’s order and the total is $642.27. We also reached out to our Customer who confirms the amount is correct. Again, our apology for...
any misunderstanding and or miscommunication however, the amount is correct. With much respect and gratitude, The RoomPlace, Customer Care.
The RoomPlace was saddened 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 February 27, 2015. No further contact until the receipt of this complaint. Customer did elect the Accidental Protection Place with [redacted]. I personally reached out to our valued Customer and requested photos of the damage for further review and consideration. Upon receipt, I will reconnect with our Customer in hopes of finding a favorable resolution for her. Best regards, Jasmine [redacted], Vice President, Customer Care Team.
The RoomPlace was saddened to learn of our Customer’s concern. The merchandise was delivered 6/26/2010. The limited 1 year manufacturing warranty expired 6/26/2011.The Customer did elect the extended Protection Plan with a third-party provider, [redacted] The plan was valid for 5 years from date of...
delivery. No claims filed within the timeframe of either plans on record. In the genuine interest of Customer service and regardless of ineligibility due to plan expiry from third party providers of service The RoomPlace has reached out to our valued Customer and will send him a RoomPlace Gift Card redeemable at any one of our location for a period of one year with no exclusions. With much respect and gratitude, [redacted], Vice President, Customer Care.
The RoomPlace was saddened to learn of the Customer’s concern and extend our apology if at any time we did not meet his expectations despite most genuine of intentions. 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 material and workmanship under normal use. The merchandise was delivered 9/6/16. Customer contacted us on 2 separate occasions as it relates to the springs and cushions. Both independent inspection confirmed there is no structural issue with the merchandise. In the genuine interest of Customer service, the technician did offer to add additional padding in an effort to satisfy the Customer’s concern regardless of ineligibility under the warranty however, Customer declined the service. The cushions may conform to use over time however, resilience is not covered under the warranty. Regrettably, given the offer to add padding was rejected, we have no other options to assist with the Customer’s concern and are unable to meet his expectations as it relates to a refund on merchandise delivered and in use as of 9/6/16. We will consider future eligibility of claims based on warranty coverage. With much respect and gratitude, The RoomPlace, Customer Care