The RoomPlace was saddened to learn of our Customer’s experience. Our genuine apology for not meeting his expectations despite best intentions on mutual parts. The Refund has been processed and should be reflected on the Customer’s account. If it is not reflected as of yet, please let us know...
immediately via the Revdex.com site as we are showing completed as of 12/2016. It is our understanding that the in-home damage claim is in process and should be concluded by week end (12/21/17). We will stay engaged until completed and resolved to our Customer’s satisfaction. With much respect and gratitude, The RoomPlace, Customer Care
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
Initial Business Response /* (1000, 5, 2015/03/23) */
The RoomPlace is disheartened to learn of our Customer's perception and sincerely apologizes for his 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 and to our Customers' full satisfaction. As it relates to the in-home damage claim allegations, we are in receipt of the photos provided by our Customer (available upon request). The photos were shared with our Carrier who is responsible for the home delivery service. The Carrier sent an independent technician to the Customer's home. Upon a thorough inspection, the finds were not consistent with a recent surface scratch. The technician indicated under normal circumstances, when there is a recent surface scratch to the hardwood floor, it will remove the finish and show bare wood. To repair, the technician would fill in the scratch, match the color and seal it. What he discovered was that the scratch in question was not a surface scratch but rather imbedded underneath the finished stain. As a result, it was determined that this scratch is not indicative of the recent delivery unless the Customer had the floor stained after the delivery which is not the case as we understand it. In the genuine interest of Customer service and as a one-time voluntary accommodation, the Carrier is willing to explore options in possibly assisting with repair expense and has asked our Customer to provide three (3) estimates from licensed and bonded Flooring Companies. The RoomPlace is happy to facilitate and work with both Customer and Carrier in reaching what we hope will be a satisfactory outcome for our valued Customer and ask that the estimates be forwarded via the Revdex.com site or directly to my attention at [redacted] We look forward to hearing back soon and concluding this matter for our Customer. With much respect and gratitude,[redacted], Vice President, Customer Care Center
Initial Consumer Rebuttal /* (3000, 7, 2015/03/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their response cause they damage the floor and I did not stain the floor after they damaged it. I will get the 3 estimates but I'm not going to pay for anything. I called the customer service to inform them that they damage the floor and my son put notes and showed them what they did. Wayne the the deliver owner told me that they where going to take care of the issue and that's why he sent his guy that we don't know if his licensed to take care of the job. They have to fix what they broke in my house it's not fair to me. Just like I went and bought over 9k and paid it off already that's how expect they to take care of their customers. Right now I'm not a happy customer and won't be recommending any other friends and family to shop at the room place.
Final Business Response /* (4000, 25, 2015/06/18) */
Our deepest regrets for not meeting our valued Customer's expectations despite the most genuine of intentions. As a gesture of good faith towards a loyal Customer, and in an attempt to continue our historic level of Customer service, we have extended a $250 credit to our Customer regardless of the above documented findings and lack of supporting estimates from Customer selected independent Flooring Companies. If the Customer's account is paid in full, any credit would be refundable by the bank to the Customer direct. I will gladly extend our offer until June 30, 2015. We are disheartened by our Customer's perception and multiple unsuccessful attempts to reach a resolution which meets with our Customer's satisfaction. We value our Customers very much and make every effort to assist as demonstrated by the continuous efforts. We look forward to processing the credit upon Customer's acceptance. With much respect and gratitude,[redacted], Vice President, Customer Care Center
Final Consumer Response /* (2000, 47, 2015/07/07) */
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated:
I guess I have no choice but to take what your offering
Complaint: [redacted]
I am rejecting this response because: At the time of the transaction I turned down the warranty. I agreed only after the sales person Jorge I think was his name promised I would receive a refund, not a store credit after 5 years.
Sincerely,
[redacted]
The RoomPlace was disheartened to learn of our Customer’s concern and extend our sincere apology if we have not met her expectations despite best intentions. The Merchandise was delivered 12/8/16. The limited manufacturing warranty expired 12/8/17. Our records indicate that service was dispatched to...
the Customer’s home twice with successful results during the one year. We will review the service calls and photos and reach out to the Customer to better understand the concern. With much respect, The RoomPlace, Customer Care
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
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]
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.
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 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.
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.
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 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.
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.
Our apology for the delay in response. We do not show receipt of the original complaint. The RoomPlace was disheartened to learn of our Customer’s concern and apologize for such a perception. The merchandise was delivered on 1/31/2015. 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 Customer called on 1/14/16 to report arm broken, under the manufacturing warranty guidelines, a service technician visited the Customer’s home on 1/19/16 to inspect and repair the item. His findings indicate that the arm was not broken however, the mechanism is not working. A new mechanism has been ordered from vendor, upon receipt, we will dispatch service to install at no cost to the Customer. We look forward to a prompt and satisfactory resolution for our valued Customer. if we can be of further service, please let us know. Best regards, [redacted] Customer Care Operations Manager
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.
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]
As indicated in the previous response, as a final attempt to successfully conclude this matter for our valued Customer, The RoomPlace has engaged the assistance of an independent service specialist to assist with assessment and repair if warranted under the terms of the warranty. The work order has been initiated however, awaiting approval from Customer. This is the final option to assist with what we hope will be a favorable outcome for our Customer. With much gratitude, The RoomPlace, Customer Care
The RoomPlace was saddened to learn of our Customer’s experience. Our genuine apology for not meeting his expectations despite best intentions on mutual parts. The Refund has been processed and should be reflected on the Customer’s account. If it is not reflected as of yet, please let us know...
immediately via the Revdex.com site as we are showing completed as of 12/2016. It is our understanding that the in-home damage claim is in process and should be concluded by week end (12/21/17). We will stay engaged until completed and resolved to our Customer’s satisfaction. With much respect and gratitude, The RoomPlace, Customer Care
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
Initial Business Response /* (1000, 5, 2015/03/23) */
The RoomPlace is disheartened to learn of our Customer's perception and sincerely apologizes for his 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 and to our Customers' full satisfaction. As it relates to the in-home damage claim allegations, we are in receipt of the photos provided by our Customer (available upon request). The photos were shared with our Carrier who is responsible for the home delivery service. The Carrier sent an independent technician to the Customer's home. Upon a thorough inspection, the finds were not consistent with a recent surface scratch. The technician indicated under normal circumstances, when there is a recent surface scratch to the hardwood floor, it will remove the finish and show bare wood. To repair, the technician would fill in the scratch, match the color and seal it. What he discovered was that the scratch in question was not a surface scratch but rather imbedded underneath the finished stain. As a result, it was determined that this scratch is not indicative of the recent delivery unless the Customer had the floor stained after the delivery which is not the case as we understand it. In the genuine interest of Customer service and as a one-time voluntary accommodation, the Carrier is willing to explore options in possibly assisting with repair expense and has asked our Customer to provide three (3) estimates from licensed and bonded Flooring Companies. The RoomPlace is happy to facilitate and work with both Customer and Carrier in reaching what we hope will be a satisfactory outcome for our valued Customer and ask that the estimates be forwarded via the Revdex.com site or directly to my attention at [redacted] We look forward to hearing back soon and concluding this matter for our Customer. With much respect and gratitude,[redacted], Vice President, Customer Care Center
Initial Consumer Rebuttal /* (3000, 7, 2015/03/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their response cause they damage the floor and I did not stain the floor after they damaged it. I will get the 3 estimates but I'm not going to pay for anything. I called the customer service to inform them that they damage the floor and my son put notes and showed them what they did. Wayne the the deliver owner told me that they where going to take care of the issue and that's why he sent his guy that we don't know if his licensed to take care of the job. They have to fix what they broke in my house it's not fair to me. Just like I went and bought over 9k and paid it off already that's how expect they to take care of their customers. Right now I'm not a happy customer and won't be recommending any other friends and family to shop at the room place.
Final Business Response /* (4000, 25, 2015/06/18) */
Our deepest regrets for not meeting our valued Customer's expectations despite the most genuine of intentions. As a gesture of good faith towards a loyal Customer, and in an attempt to continue our historic level of Customer service, we have extended a $250 credit to our Customer regardless of the above documented findings and lack of supporting estimates from Customer selected independent Flooring Companies. If the Customer's account is paid in full, any credit would be refundable by the bank to the Customer direct. I will gladly extend our offer until June 30, 2015. We are disheartened by our Customer's perception and multiple unsuccessful attempts to reach a resolution which meets with our Customer's satisfaction. We value our Customers very much and make every effort to assist as demonstrated by the continuous efforts. We look forward to processing the credit upon Customer's acceptance. With much respect and gratitude,[redacted], Vice President, Customer Care Center
Final Consumer Response /* (2000, 47, 2015/07/07) */
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated:
I guess I have no choice but to take what your offering
Complaint: [redacted]
I am rejecting this response because: At the time of the transaction I turned down the warranty. I agreed only after the sales person Jorge I think was his name promised I would receive a refund, not a store credit after 5 years.
Sincerely,
[redacted]
The RoomPlace was disheartened to learn of our Customer’s concern and extend our sincere apology if we have not met her expectations despite best intentions. The Merchandise was delivered 12/8/16. The limited manufacturing warranty expired 12/8/17. Our records indicate that service was dispatched to...
the Customer’s home twice with successful results during the one year. We will review the service calls and photos and reach out to the Customer to better understand the concern. With much respect, The RoomPlace, Customer Care
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
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]
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.
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 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.
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.
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 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.
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.
Our apology for the delay in response. We do not show receipt of the original complaint. The RoomPlace was disheartened to learn of our Customer’s concern and apologize for such a perception. The merchandise was delivered on 1/31/2015. 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 Customer called on 1/14/16 to report arm broken, under the manufacturing warranty guidelines, a service technician visited the Customer’s home on 1/19/16 to inspect and repair the item. His findings indicate that the arm was not broken however, the mechanism is not working. A new mechanism has been ordered from vendor, upon receipt, we will dispatch service to install at no cost to the Customer. We look forward to a prompt and satisfactory resolution for our valued Customer. if we can be of further service, please let us know. Best regards, [redacted] Customer Care Operations Manager
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.
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]
As indicated in the previous response, as a final attempt to successfully conclude this matter for our valued Customer, The RoomPlace has engaged the assistance of an independent service specialist to assist with assessment and repair if warranted under the terms of the warranty. The work order has been initiated however, awaiting approval from Customer. This is the final option to assist with what we hope will be a favorable outcome for our Customer. With much gratitude, The RoomPlace, Customer Care