The RoomPlace was disheartened to learn of our Customer’s perception and extends our sincere apology for his experience. At times and despite best efforts on mutual parts due to unforeseen circumstances, there will be hiccups in the road but we stand commitment to a prompt and favorable...
outcome for our valued Customers. Our records confirm the set was delivered on 11/18/15, no issues or damages reported until the receipt of this complaint. We encourage our Customers to inspect their merchandise upon delivery or at the time of pick-up. In the rare occurrence that merchandise arrives damaged, we ask that they please notify our Customer Care Center by phone at (630) 783-8000 within three (3) Days from delivery. Arrangements will be made to correct the damage in the Customer’s home or, at The RoomPlace’s sole discretion and as a one-time remedy, The RoomPlace will replace the damaged furniture with the same or similar merchandise. Reports of damage made after three (3) days from time of delivery will not be honored. In the genuine interest of Customer service, we are happy to review pictures to determine next steps in assisting our valued Customer. Please submit via the Revdex.coms site so that we have a record on file. We value and respect our Customer’s time and are confident we will be able to conclude this matter promptly, reasonably and to our Customer’s satisfaction. With much gratitude, Joyce [redacted], Customer Care Operations Manager.
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
Complaint: [redacted]
I am rejecting this response because: The couch does not function correctly at all. I have showed you the pictures, I explained that just because the couch is not on a wood floor, does not mean that the couch should spread apart the way that it does. If anything why would The Roomplace not allow us to return the entire couch and get something that function and works correctly, without charging us restocking fees, pick up fees, etc. They state that their service is 100% guarantee, but that is simply not the case here. I will seek Legal Council if they are not willing to return this non-functioning couch.
Sincerely,
Chrissy [redacted]
The RoomPlace was disheartened to learn of the Customer’s concern. The merchandise was delivered in June of 2015. We show no record of any issues reported previously. The Customer has a limited manufacturing warranty on the mattresses, the duration is notated on the law labels. We will happy to...
proceed with claim eligibility verification on the mattresses and dispatch service under the warranty guidelines provided the mattress is not stained soiled or damaged.We will reach out to the Customer to initiate the claim process. With much respect, The RoomPlace, Customer Care
The RoomPlace was disheartened to learn of our Customer’s concern and apologize for such a perception. For a period of one (1) year following the date of original delivery or pick-up, The RoomPlace warrants to the original purchaser that merchandise will be free from defects in materials and...
workmanship under normal use. This warranty shall apply only if you and the affected item is in our service area. If The RoomPlace determines that merchandise is defective, The RoomPlace will repair or replace, at its discretion, the affected item only (not the set, suite or collection). If the affected item cannot be repaired or replaced, as determined by The RoomPlace, the Customer can select a new item of equal or lesser value to the original purchase price of the defective item. If the item chosen is of greater value than the one being replaced, the Customer will be charged the difference. The reselection period is not to exceed seven (7) days following The Room Place’s determination of the claim. Our records indicate that the merchandise in questions was delivered February of 2015. Due to the delay in obtaining the parts, we will gladly honor our Customer’s request for a reselection on the sofa. The reselection period is for 7 days following the notification, upon delivery of the new product, we will pick up the existing sofa. We trust this resolution meets with our Customer’s full satisfaction. With much respect, The RoomPlace Customer Care Team
The RoomPlace will reach out to our valued Customer and resolve any outstanding issues promptly. We apologize for any inconvenience caused by the delay as this is not the norm or our intention. Thank you for providing the Sale order numbers associated with the complaint. With much respect and gratitude, The RoomPlace Customer Care Team.
There is 4 complaint #s, 10927625, 10886009, 94575009 and 91345535 associated with the same Customer and issue. Here is our response provided to complaint 10886009 (91345535 was previous complaint which we can no longer access due to the site upgrade and the 91345535 was provided by Customer). if...
possible, can we consolidate into one? The RoomPlace was disheartened to learn of our Customer’s concerns and extend our sincere apology for the perception. The merchandise was delivered on 8/17/15. Our records indicate the Customer contacted us to report damage on 8/18/15 to the Left Arm Facing Chaise and file an in-home damage claim. An exchange was created and scheduled for 8/21/15. Upon attempt to exchange, it was determined that the item cannot be delivered due to narrow passage way / door without further damage and the Customer was given the option to return the set for a refund or keep “AS IS” for a $100 allowance on the chaise. To date, neither option were accepted. Regrettably, we are unable to open the attachments in the complaint however, we have reached out to Acceptance Now to inquire as to the status and next steps as this item is being leased by them. As it relates to the in-home damage, the owner of Altimate Delivery Service, has attempted to reach out to our Customer to gain access to the apartment to assess the damage and conclude the matter however to date has not been granted access. We value our Customer and want to conclude this matter to his full satisfaction however, 1) we will need to gain access to the apartment to assess damages and 2) partner with both Acceptance Now and Customer as it relates to the damage on item and next steps which are either an allowance to keep as is or pick up for a full refund. I will personally reach out to all parties and assist with a prompt resolution to this matter and provide an update. With respect and gratitude, Jasmine [redacted], Vice President, Customer Care Center.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I have spoken with Kristin regarding this complaint and also Gill store manager after I submitted this complaint. Both are working to resolve the issues. I cannot say things are satisfactory until I everything is complete.
Sincerely,
Laura [redacted]
We extend our sincere apology for not meeting our Customer’s expectation. The slats were not included with the bed. We realize this was inconvenient to our valued Customer and would have gladly come out and installed the slats the following delivery day. The delivery refund has been processed. With much respect and gratitude, The RoomPlace Customer Care Team
The RoomPlace was disheartened to learn of our Customer’s concern and apologize that we are unable to meet her expectation. The original merchandise was delivered in January of 2016. Customer elected financing through a third party provider of service. The RoomPlace does not provide financing nor...
are we able to dictate the terms of the finance agreement between Customer and a third party provider of service. Regretfully, we are unable to change the due date to accommodate Customer’s needs. The due dates is set by issuing bank, [redacted] With much respect and gratitude, The RoomPlace, Customer Care
Complaint: [redacted]
I am rejecting this response because: Your generic response is unacceptable. This is your business. This is your brand. I am on line now trying to make a payment Your payment company does not allow for on-line payments. Your payment company is closed. Your payment company's auto payment system could not process a simple payment via a checking account. Your payment company charges $9.00 for payments processed through a customer service representative. My account with your company has an open balance of over $5,000.00. But, I will never purchase anything from your store again, In addition, I will continue to share my experience on line and through friends and family. This is a systematic process of maximizing late fee penalties. This is your company. Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
So very sorry however, the [redacted] credit is in a form of a RoomPlace Gift Card. Attached is the post card that outlines the program and what is provided to all Customers at time of purchase. Regretfully, we will not be able to deviate from the program guidelines as we must remain consistent in our practices for all valued Customers. We appreciate our Customer’s understanding and extend our sincere apology if there was any misunderstanding as it as it relates to the program. With much respect and gratitude, The RoomPlace, Customer Care
Complaint: [redacted]
I am rejecting this response because: obviously a full refund was not processed if there is still $100 balance owing on my account. In order to reflect a full refund (including furniture, delivery, warranty, etc) the account should reflect a -300 balance at which time the credit company would refund the $300 to me. THAT would be a full refund. I have been in contact with the credit company and there are very helpful so there is nothing they can do on their end until your company completes the full refund.
Sincerely,
Jenna [redacted]
The RoomPlace was sadden 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 7/10/2015. Due to the delay in receiving parts (pillows), we attempted to exchange the cuddler on 9/18/2015 however, according to our records, the Customer took the pillows and refused the cuddler exchange. We show a service technician was dispatched on 6/4/16. The technician reported breakage on the panel however, fully repaired and up to manufacturing specifications. the cuddler in question is the left side facing. Based on the successful completion of the repair reported by a third party technician, we are under the assumption that the concern is resolved. If this is not the case, please provide clarity as to what the outstanding issue is so we can promptly assist with a resolution. With much gratitude, The RoomPlace Customer Care team.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10994496, and find that this resolution is satisfactory to me.
Sincerely,
Sheena [redacted]
The RoomPlace was disheartened to hear of our Customer’s concern. The Customer’s merchandise delivered 11/1/16. 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. The warranty expired 11/1/17. Regrettably, and despite best intentions, we are unable to process a claim outside of the warranty period. We would be happy to provide contact information for Independently Owned and Operated Service Companies which may be able to assist with the Customer’s concern. Please let us know if we can provide this info via the site. With much respect and gratitude, The RoomPlace, Customer Care
The RoomPlace extends our sincere apology for not meeting our Customer’s expectations. A member of our management team will contact Customer to resolve her concerns promptly and to her full satisfaction. We appreciate and value our Customer’s feedback as we continue to evolve in our service levels...
to serve our loyal Customers. With much respect and gratitude, The RoomPlace Customer Care Team
The RoomPlace was disheartened to learn of our Customer’s perception. The merchandise was delivered on 10/7/2013. Customer elected to purchase an extended protection plan through a third party provider of service, [redacted] 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] via email or [redacted] if no email is provided. Our records indicate the Customer elected to purchase the following warranty: Plan P1PRP – 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. In researching the claim through [redacted] we have learned that the Customer contacted [redacted] on 10/19/15 to file the claim on the broken arm, and indicated that the damage occurred on 8/19/15. Due to the fact that the damage was not reported within 30 days of occurrence, as required and stated in the Certificate of Coverage, the claim was denied. The RoomPlace is unable to overturn a claim denied by a third party provider of service which was not eligible for processing however, in an attempt to continue of historically high level of Customer service and as a one-time voluntary accommodation, provided the Customer can bring the item to our Distribution Center in Woodridge, IL., we will attempt to make the repairs to the arm. Regretfully and despite the most genuine of intentions, we are not able to guarantee outcome of the repair as we do not know the extent of the damage. If Customer would like to proceed, we ask that she respond via the Revdex.com by date of required response. We look forward to hearing back soon and assisting in the genuine interest of Customer service. Best regards[redacted] Customer Care Operations Manager
The RoomPlace was disheartened to learn of our Customer’s perception and extends our sincere apology for his experience. At times and despite best efforts on mutual parts due to unforeseen circumstances, there will be hiccups in the road but we stand commitment to a prompt and favorable...
outcome for our valued Customers. Our records confirm the set was delivered on 11/18/15, no issues or damages reported until the receipt of this complaint. We encourage our Customers to inspect their merchandise upon delivery or at the time of pick-up. In the rare occurrence that merchandise arrives damaged, we ask that they please notify our Customer Care Center by phone at (630) 783-8000 within three (3) Days from delivery. Arrangements will be made to correct the damage in the Customer’s home or, at The RoomPlace’s sole discretion and as a one-time remedy, The RoomPlace will replace the damaged furniture with the same or similar merchandise. Reports of damage made after three (3) days from time of delivery will not be honored. In the genuine interest of Customer service, we are happy to review pictures to determine next steps in assisting our valued Customer. Please submit via the Revdex.coms site so that we have a record on file. We value and respect our Customer’s time and are confident we will be able to conclude this matter promptly, reasonably and to our Customer’s satisfaction. With much gratitude, Joyce [redacted], Customer Care Operations Manager.
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
Complaint: [redacted]
I am rejecting this response because: The couch does not function correctly at all. I have showed you the pictures, I explained that just because the couch is not on a wood floor, does not mean that the couch should spread apart the way that it does. If anything why would The Roomplace not allow us to return the entire couch and get something that function and works correctly, without charging us restocking fees, pick up fees, etc. They state that their service is 100% guarantee, but that is simply not the case here. I will seek Legal Council if they are not willing to return this non-functioning couch.
Sincerely,
Chrissy [redacted]
The RoomPlace was disheartened to learn of the Customer’s concern. The merchandise was delivered in June of 2015. We show no record of any issues reported previously. The Customer has a limited manufacturing warranty on the mattresses, the duration is notated on the law labels. We will happy to...
proceed with claim eligibility verification on the mattresses and dispatch service under the warranty guidelines provided the mattress is not stained soiled or damaged.We will reach out to the Customer to initiate the claim process. With much respect, The RoomPlace, Customer Care
The RoomPlace was disheartened to learn of our Customer’s concern and apologize for such a perception. For a period of one (1) year following the date of original delivery or pick-up, The RoomPlace warrants to the original purchaser that merchandise will be free from defects in materials and...
workmanship under normal use. This warranty shall apply only if you and the affected item is in our service area. If The RoomPlace determines that merchandise is defective, The RoomPlace will repair or replace, at its discretion, the affected item only (not the set, suite or collection). If the affected item cannot be repaired or replaced, as determined by The RoomPlace, the Customer can select a new item of equal or lesser value to the original purchase price of the defective item. If the item chosen is of greater value than the one being replaced, the Customer will be charged the difference. The reselection period is not to exceed seven (7) days following The Room Place’s determination of the claim. Our records indicate that the merchandise in questions was delivered February of 2015. Due to the delay in obtaining the parts, we will gladly honor our Customer’s request for a reselection on the sofa. The reselection period is for 7 days following the notification, upon delivery of the new product, we will pick up the existing sofa. We trust this resolution meets with our Customer’s full satisfaction. With much respect, The RoomPlace Customer Care Team
The RoomPlace will reach out to our valued Customer and resolve any outstanding issues promptly. We apologize for any inconvenience caused by the delay as this is not the norm or our intention. Thank you for providing the Sale order numbers associated with the complaint. With much respect and gratitude, The RoomPlace Customer Care Team.
There is 4 complaint #s, 10927625, 10886009, 94575009 and 91345535 associated with the same Customer and issue. Here is our response provided to complaint 10886009 (91345535 was previous complaint which we can no longer access due to the site upgrade and the 91345535 was provided by Customer). if...
possible, can we consolidate into one? The RoomPlace was disheartened to learn of our Customer’s concerns and extend our sincere apology for the perception. The merchandise was delivered on 8/17/15. Our records indicate the Customer contacted us to report damage on 8/18/15 to the Left Arm Facing Chaise and file an in-home damage claim. An exchange was created and scheduled for 8/21/15. Upon attempt to exchange, it was determined that the item cannot be delivered due to narrow passage way / door without further damage and the Customer was given the option to return the set for a refund or keep “AS IS” for a $100 allowance on the chaise. To date, neither option were accepted. Regrettably, we are unable to open the attachments in the complaint however, we have reached out to Acceptance Now to inquire as to the status and next steps as this item is being leased by them. As it relates to the in-home damage, the owner of Altimate Delivery Service, has attempted to reach out to our Customer to gain access to the apartment to assess the damage and conclude the matter however to date has not been granted access. We value our Customer and want to conclude this matter to his full satisfaction however, 1) we will need to gain access to the apartment to assess damages and 2) partner with both Acceptance Now and Customer as it relates to the damage on item and next steps which are either an allowance to keep as is or pick up for a full refund. I will personally reach out to all parties and assist with a prompt resolution to this matter and provide an update. With respect and gratitude, Jasmine [redacted], Vice President, Customer Care Center.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I have spoken with Kristin regarding this complaint and also Gill store manager after I submitted this complaint. Both are working to resolve the issues. I cannot say things are satisfactory until I everything is complete.
Sincerely,
Laura [redacted]
We extend our sincere apology for not meeting our Customer’s expectation. The slats were not included with the bed. We realize this was inconvenient to our valued Customer and would have gladly come out and installed the slats the following delivery day. The delivery refund has been processed. With much respect and gratitude, The RoomPlace Customer Care Team
The RoomPlace was disheartened to learn of our Customer’s concern and apologize that we are unable to meet her expectation. The original merchandise was delivered in January of 2016. Customer elected financing through a third party provider of service. The RoomPlace does not provide financing nor...
are we able to dictate the terms of the finance agreement between Customer and a third party provider of service. Regretfully, we are unable to change the due date to accommodate Customer’s needs. The due dates is set by issuing bank, [redacted] With much respect and gratitude, The RoomPlace, Customer Care
Complaint: [redacted]
I am rejecting this response because: Your generic response is unacceptable. This is your business. This is your brand. I am on line now trying to make a payment Your payment company does not allow for on-line payments. Your payment company is closed. Your payment company's auto payment system could not process a simple payment via a checking account. Your payment company charges $9.00 for payments processed through a customer service representative. My account with your company has an open balance of over $5,000.00. But, I will never purchase anything from your store again, In addition, I will continue to share my experience on line and through friends and family. This is a systematic process of maximizing late fee penalties. This is your company. Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
So very sorry however, the [redacted] credit is in a form of a RoomPlace Gift Card. Attached is the post card that outlines the program and what is provided to all Customers at time of purchase. Regretfully, we will not be able to deviate from the program guidelines as we must remain consistent in our practices for all valued Customers. We appreciate our Customer’s understanding and extend our sincere apology if there was any misunderstanding as it as it relates to the program. With much respect and gratitude, The RoomPlace, Customer Care
Complaint: [redacted]
I am rejecting this response because: obviously a full refund was not processed if there is still $100 balance owing on my account. In order to reflect a full refund (including furniture, delivery, warranty, etc) the account should reflect a -300 balance at which time the credit company would refund the $300 to me. THAT would be a full refund. I have been in contact with the credit company and there are very helpful so there is nothing they can do on their end until your company completes the full refund.
Sincerely,
Jenna [redacted]
The RoomPlace was sadden 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 7/10/2015. Due to the delay in receiving parts (pillows), we attempted to exchange the cuddler on 9/18/2015 however, according to our records, the Customer took the pillows and refused the cuddler exchange. We show a service technician was dispatched on 6/4/16. The technician reported breakage on the panel however, fully repaired and up to manufacturing specifications. the cuddler in question is the left side facing. Based on the successful completion of the repair reported by a third party technician, we are under the assumption that the concern is resolved. If this is not the case, please provide clarity as to what the outstanding issue is so we can promptly assist with a resolution. With much gratitude, The RoomPlace Customer Care team.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10994496, and find that this resolution is satisfactory to me.
Sincerely,
Sheena [redacted]
The RoomPlace was disheartened to hear of our Customer’s concern. The Customer’s merchandise delivered 11/1/16. 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. The warranty expired 11/1/17. Regrettably, and despite best intentions, we are unable to process a claim outside of the warranty period. We would be happy to provide contact information for Independently Owned and Operated Service Companies which may be able to assist with the Customer’s concern. Please let us know if we can provide this info via the site. With much respect and gratitude, The RoomPlace, Customer Care
The RoomPlace extends our sincere apology for not meeting our Customer’s expectations. A member of our management team will contact Customer to resolve her concerns promptly and to her full satisfaction. We appreciate and value our Customer’s feedback as we continue to evolve in our service levels...
to serve our loyal Customers. With much respect and gratitude, The RoomPlace Customer Care Team
The RoomPlace was disheartened to learn of our Customer’s perception. The merchandise was delivered on 10/7/2013. Customer elected to purchase an extended protection plan through a third party provider of service, [redacted] 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] via email or [redacted] if no email is provided. Our records indicate the Customer elected to purchase the following warranty: Plan P1PRP – 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. In researching the claim through [redacted] we have learned that the Customer contacted [redacted] on 10/19/15 to file the claim on the broken arm, and indicated that the damage occurred on 8/19/15. Due to the fact that the damage was not reported within 30 days of occurrence, as required and stated in the Certificate of Coverage, the claim was denied. The RoomPlace is unable to overturn a claim denied by a third party provider of service which was not eligible for processing however, in an attempt to continue of historically high level of Customer service and as a one-time voluntary accommodation, provided the Customer can bring the item to our Distribution Center in Woodridge, IL., we will attempt to make the repairs to the arm. Regretfully and despite the most genuine of intentions, we are not able to guarantee outcome of the repair as we do not know the extent of the damage. If Customer would like to proceed, we ask that she respond via the Revdex.com by date of required response. We look forward to hearing back soon and assisting in the genuine interest of Customer service. Best regards[redacted] Customer Care Operations Manager