Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10957469, and find that this resolution is satisfactory to me.
Can you please verify if they will mail me something or I need to go to store and pick it up
Sincerely,
Iyaz [redacted]
The RoomPlace was very saddened to learn of the Customer’s experience and would very much like to investigate further however, we are unable to find an order number under the name provided for a bedroom purchase. Please provide the order number so we can do a thorough review and explore options in...
assisting with concerns. We extend our sincere apology for any delay and confusion as this is absolutely not the norm nor our intention. With much respect and gratitude, The RoomPlace, Customer Care
Regrettably, we are unable to locate a Customer record by name and address provided. Kindly provide name, address and phone number of time of purchase so we can locate the account and verify No Use No Lose eligibility. The RoomPlace apologizes to our valued Customer if there was any misunderstanding...
at time of purchase. 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. Upon further information, we will locate Customer's account and advise of the eligibility of the in-store credit amount (if warranty has not been used).
With much appreciation for our Customer's understanding and loyalty. [redacted], Customer Care Operations Manager
The RoomPlace extends our sincere apology for not meeting our Customer’s expectation despite best intentions. We will do our best to expedite the part fulfillment and repair. Upon a successful completion, we will be happy to provide our valued Customer with a $75 Gift Card to The RoomPlace, valid for a period of one year with no exclusions. We truly appreciate our Customer’s understanding as we work through the process under the one year limited warranty guidelines. With much respect and gratitude, The RoomPlace, Customer Care. Tell us why here...
The RoomPlace was disheartened to learn of our Customer’s concern and 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 June 1, 2015. Customer did contact us in October of this year to file a claim however indicated the merchandise is now in TN. We were unable to send service or open a claim as TN is not in our service area however, did ask for pictures of the damages so further review. To date, no photos received. Please submit pictures via the Revdex.com site for further consideration. With much respect, [redacted] Customer Care Operations Manager.
Complaint: [redacted]
I am rejecting this response because: This is the same response I received from the customer service representative. I did not like their response and if it is repeated twice via Revdex.com I am not going to like it. You guys are sorry that we were lied to and we are sorry that we ever purchased the product at room place. If you want to leave it at that there is not much I can do because I signed the 20 page document believing the information I was provided. But do not expect that I will accept your polite response when you actually mean 'you signed the document - deal with it'.
Sincerely,
[redacted]
The RoomPlace extends our sincere apology if we have not met your expectation despite the most genuine of intentions. Regrettably, the drivers were not aware of any downlines at the time of delivery however, it is our understanding that the Carrier has been in contact with our mutual Customer and...
the lines are restored. If we can help in any other way, please let us know. Best regards, [redacted] Customer Care Operations Manager
The RoomPlace apologizes to our valued Customer if there was any misunderstanding at time of purchase. Since the introduction of the program, the guidelines have remained the same. The attached post card provided to the Customer at time of purchase, outlines the plan guidelines. 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 NoUse NoLose warranty credit. The credit is in-store, valid for a year from date of issuance on purchases of $499 and above. With much appreciation for our Customer's understanding and loyalty. [redacted], Customer Care Operations
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 2015. Customer elected financing through a third party provider of service. We have no access or visibility into the Customer’s...
account due to privacy reasons. The Credit Card agreement terms were provided at the time the card was opened by Customer. The same was sent to the Customer direct by the bank and every statement reflects the deferred interest date in which balances need to be paid in full to avoid interest accrual. With much respect and gratitude, 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 RoomPlace’s determination of the claim. Our records indicate that the merchandise in questions was delivered 04/21/2012. We show no contact until the receipt of this complaint. Customer did elect to purchase the extended protection plan through a third party provider of service, Guardian however, this type of damage as described in the complaint is not eligible for service under the accidental protection plan purchased. The RoomPlace in the genuine interest of Customer service is happy to review photos of the damaged items to determine what if anything we can do to assist our valued Customer. Please submit a photo showing the item in its entirety and a close up of the damage via the Revdex.com site. We hope to hear back soon and look forward to finding what we hope will be a favorable resolution for our loyal Customer. With much respect and gratitude, The RoomPlace, Customer Care Team. Tell us why here...
Initial Business Response /* (1000, 5, 2015/05/07) */
The RoomPlace is disheartened to learn of our Customer's perception and sincerely apologizes for her experience. The RoomPlace is a reputable business and we take great pride in serving our valued Customers exceptionally. At times, and despite...
best efforts, there may be delays however they are very limited and all efforts are made to expedite the delivery. The merchandise is being delivered to Sugar Land, TX. The carrier picked up the merchandise on 4/30/15 from our Distribution Center in Woodridge, IL., National Deliveries can take 14-21 days from the time the order is picked up until the date of delivery. The carrier will contact the Customer to schedule the date once the product arrives in TX. Our apology again for the delay and her experience. We are an organization that stands committed to our Customers and continual evolvement of our service levels. We thank our Customer for her willingness to work through these concerns with us and her buiness. With much gratitude, [redacted], Customer Care Operations Manager
The RoomPlace was disheartened to learn of our Customer’s perception. The merchandise was delivered in July 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, Guardian. 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 Guardian, the Customer is sent a certificate of coverage by Guardian 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 P1PRP – Inclusive coverage for Stain / Structural and Accidental Coverage For Fabric and Leather Upholstered FurnitureAccidental 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 sent an inquiry to Guardian as to the outcome of the claim, upon receipt, and once we have a clear understanding of the issue, we will contact the Customer to see what we can do to further assist. Best regards, Joyce [redacted], Customer Care Operations Manager.
Complaint: [redacted]
I am rejecting this response because: I was told when purchase the bed the slates came with the bed so I am not sure as to why you are going back now and saying they were not included on the set how am I supposed to put my bed on the frame? Also you did not credit my account the delivery fee until I called 3 times this week to the Algonquin store being told I would get a call back and never did and then I spoke to the GM who finally credited the room place credit card. My husband never offered to get the slates from the warehouse we were moving that day I was on the phone when he demanded someone to come out and deliver them so while he finished moving his pregnant wife with twins had to drive an hour to get the slates. You have horrible customer service I will never buy from you again and my family decided after this ordeal they will not be purchasing from you either as they were soon to buy my siblings bedroom sets. You should treat you customer with more respect I will be paying off my room place credit card and closing it and will never use it again.
Sincerely,
[redacted]
The RoomPlace was sadden to hear of our Customer’s concern and perception. Upon receipt of the complaint, we researched the order and see that the Price Guarantee has already been processed by the Store. We regret the delay and appreciate our Customer’s understanding. With much gratitude, The...
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]
Complaint: [redacted]
I am rejecting this response because: At this point I don’t know if offered solution will fix the defective sectional. Tech visit is scheduled for Friday 2/9/18.
Sincerely,
Nina [redacted]
The RoomPlace was saddened to learn of our Customer’s concern and extend our sincere apology if there is any misunderstanding. The Merchandise was delivered 12/09/14. 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. Our records indicate service was dispatched on 12/24/14 the console lid, inspection indicated broken hinge. On 3/12/15, service as dispatched to install the hinge on the console and repair a rip on the seat casing at the footrest area. On 11/27/15, service was dispatched, damages covered under the warranty were for the seat casing and pull handle. The parts were ordered and mailed to the Customer on 12/11/15. We do ask Customers to let us know if installation assistance is needed within 7 days of receiving the part however, do not see any requests documented to date. Although outside of the normal practice, we will be happy to extend the service at no cost to install the seat casing and pull handle in the genuine interest of Customer service. Please confirm parts are on hand and advise of best days to schedule a service technician (Tuesday – Saturday) via the Revdex.com site. For clarification, Customer elected the extended Protection Plan through a third party provider of service, [redacted]. Please refer to the Certificate of Coverage and claim process provided at time of purchase and emailed by the Protection Plan provider upon registration. We look forward to concluding this matter for our valued Customer promptly. With much respect and gratitude, The RoomPlace, Customer Care
Initial Business Response /* (1000, 5, 2015/07/25) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
The RoomPlace extends our sincere apology for our Customer's experience. At times and despite best efforts on mutual parts due to unforeseen circumstances, there will be hiccups...
in the road but we stand committed to a prompt and favorable outcome for our valued Customer. Our records indicate that the assembly of the bed was completed on Tuesday 07/21/15. The RoomPlace will be happy to honor the original offer to refund the delivery charges to our valued Customer, and in closing extends our sincere apology if at any point we did not meet our Customer's expectation as it related to her purchase and delivery experience, we truly are dedicated to serving all of our Customers exceptionally and are disheartened to learn otherwise. All Customer feedback is extremely valued and important to us as we continue to evolve or service levels for our loyal Customers.
With much gratitude,
[redacted]
Customer Care Operations Manager.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is accurate that the bedroom set was delivered on 7/21/15. However, the hardware was not included and another delivery person had to come out. He arrived within one hour with the hardware, but he called the company to inform them that he did not know how to assemble the bed. I spoke to [redacted] in delivery who agreed to send someone else. The third person came later that evening to assemble the bed. Once assembled, I noticed that at least three of the corners of the headboard were damaged. The delivery person painted over the corners but the wood itself was damaged. I have already set up delivery of a new headboard.
The original offer to refund the delivery charges was due to the issue with the driver no showing up at the correct time on 7/9/15. There have been a number of issues since then. On 7/14/15, the delivery only included everything except the bed. I had to call to find out why and was told that it was damaged while the delivery men were bringing it out of the warehouse. I communicated with [redacted] who apologized for this situation not being communicated to me properly. There was not another bed in stock and I had to wait until 7/21/15 for a new bed to be delivered. This is when the situation that I described above happened. I emailed pictures to [redacted] and someone called to set up delivery for a new bed. Unfortunately, they couldn't delivery until 8/1/15 and I won't be available until 8/11/15. I would think that with all of the subsequent issues, more would be done than refunding the delivery fees. I will not accept only the original offer when so many other issues have occurred. If not, I will expect a full refund.
Final Business Response /* (4000, 11, 2015/08/10) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
The RoomPlace again extends our sincere apology for our Customer's experience, and apologize if our Customer was not satisfied with what we thought was a favorable outcome to their recent claim. In the genuine interest of Customer service, we will be delighted to extend an additional offer to our Customer for an in-store credit of $100 which may use towards future purchases, good for one (1) year. We would like to thank our Customer for her business and look forward to serving her for many years to come.
Respectfully yours,
[redacted], Customer Care Operations Manager
The mattresses come with the warranty cards and law tags specific to each brand. The RoomPlace has reached out to the Customer direct in hopes of better understanding the concern and providing a conclusion. We look forward to connecting soon and expediting a resolution for our Customer. With much respect and gratitude, The RoomPlace Customer Care.
Initial Business Response /* (1000, 5, 2015/03/10) */
The RoomPlace is truly disheartened to learn of our Customer's perception. In regards to the concerns reported on the queen mattress, the original delivery date was 08/16/2005. It was confirmed upon the inspection, 10/23/2013 that the mattress...
did not have a defect. The depression was not an 1 1/2 or above which is what is considered a defect. In addition, the inspection confirmed that the mattress has visible stains (photos available upon request). Our Customer was contacted and advised that we would not be able to proceed with the claim as the mattress was determined within manufacturer specification and that the warranty was in fact voided as a result of the stain. The twin mattress was original delivered on 10/19/2013. Technician was dispatched to inspect mattress upon Customer's request on 02/05/2015. The results of the inspection confirmed that the mattress meet the manufacturer's specification. The depression is not at an 1 1/2 .
The warranty does not apply to:
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 Simmons or other firm, supportive rigid non-yielding foundation (full, full extra-long, queen, Simmons Olympic queen, and king size must have sufficient center support)
Merchandise sold "as is" "distressed" or "floor model"
Transportation, inspection or removal costs of product. Simmons product that has a manufacturing defect and is stained or soiled. For health and safety reasons, Simmons may not be able to inspect these products to assess whether covered by the warranty, in which case, Simmons reserves the right to deny warranty coverage.*
The RoomPlace is a reputable business and we take great pride in serving our valued Customers exceptionally. We appreciate their business, however we are unable to meet our Customer's expectations and offer a replacement of either mattress as they don't qualify under the manufacturer's warranty . We will however be happy to dispatch service out on the queen mattress provided the Customer can confirm that the stain is removed and provide the original sales receipt. Should the inspection confirm the stain is removed and the depression is at 1 1/2 or above , we will honor the replacement. The mattress has to be in the same condition with no burns, stains or soils upon delivery team pickup. As it relates to the twin mattress, since the inspection was just completed on 2/5/15, we will be happy to send a technician out to reevaluate the depression 60 days from last inspection date. Same would apply as it relates to burns, stains or soils. We look forward to hearing back from our valued Customer and concluding this matter to what we hope will be favorable. With much respect and gratitude, [redacted], Vice President, Customer Care Center
Initial Consumer Rebuttal /* (3000, 7, 2015/03/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Complaint ID#: XXXXXXXX
Business Name: TheRoom place
As for the queen mattress I don't have the original invoice. It's been 10 years.
I wasn'table to obtain it through The Room Place.I spoke to [redacted] at Algonquin IL store.
But, they do have it in the records that the purchase was made for the queen and twin mattresses.
At the time of purchase I was told By the salesperson that if I bought the cover to protect the mattress it would have a 10 year warranty.
And that if it loses firmness or becomes deformed Room Place will replace it. I was never told or provided with any brochuresspecifying theexclusion for the warranty. Nor did it mention any details about stains or the deepness requirement to me from the warranty. I don't think the stain should be an issue, because the mattress is VISIBLE DEFORMED & SUNK.
I cleaned the queen mattress but it was impossible to have the stains removed because it is a
10 yr stain.
As for the twin mattress my Dad was told to keep calling and have a technician over again because it only needs a 1/2 inch more.
My question is why should anybody sleep on a damaged mattress? Just because 1/2 inch.
Is NOT about firmness preference . The problem is that when you lay to sleep on the bed makes a sound as if it going to break at any moment, as it the springs are broken or loose.
The twin mattress continues to get increasingly worse. I called a technician who visited and was rejected my claim to honor the warranty..
My hope is that you will honor your commitment to replace the mattress as the warranty states.
I have been a loyal customer and purchased 1 queen mattress , 3 twin mattress
1 full mattress , 1 living room set, 1 bunk beds, 1 bed headboard, 1 dresser, 3 set of living room tables, 2 bedroom end tables and lamps from your store. I am a consistent customer, I feel I been treated unjustly. I expect this to be resolve and that you will honor your commitment.
Final Business Response /* (4000, 9, 2015/03/30) */
The RoomPlace appreciates our Customer's loyalty and as such will make every effort to assist with what we hope will be a favorable outcome for our valued Customer. I have reviewed the warranties associated with the mattress purchases with our Customer and will personally work with her towards a resolution. With much respect and gratitude, [redacted], Vice President, Customer Care Center.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10957469, and find that this resolution is satisfactory to me.
Can you please verify if they will mail me something or I need to go to store and pick it up
Sincerely,
Iyaz [redacted]
The RoomPlace was very saddened to learn of the Customer’s experience and would very much like to investigate further however, we are unable to find an order number under the name provided for a bedroom purchase. Please provide the order number so we can do a thorough review and explore options in...
assisting with concerns. We extend our sincere apology for any delay and confusion as this is absolutely not the norm nor our intention. With much respect and gratitude, The RoomPlace, Customer Care
Regrettably, we are unable to locate a Customer record by name and address provided. Kindly provide name, address and phone number of time of purchase so we can locate the account and verify No Use No Lose eligibility. The RoomPlace apologizes to our valued Customer if there was any misunderstanding...
at time of purchase. 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. Upon further information, we will locate Customer's account and advise of the eligibility of the in-store credit amount (if warranty has not been used).
With much appreciation for our Customer's understanding and loyalty. [redacted], Customer Care Operations Manager
The RoomPlace extends our sincere apology for not meeting our Customer’s expectation despite best intentions. We will do our best to expedite the part fulfillment and repair. Upon a successful completion, we will be happy to provide our valued Customer with a $75 Gift Card to The RoomPlace, valid for a period of one year with no exclusions. We truly appreciate our Customer’s understanding as we work through the process under the one year limited warranty guidelines. With much respect and gratitude, The RoomPlace, Customer Care. Tell us why here...
The RoomPlace was disheartened to learn of our Customer’s concern and 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 June 1, 2015. Customer did contact us in October of this year to file a claim however indicated the merchandise is now in TN. We were unable to send service or open a claim as TN is not in our service area however, did ask for pictures of the damages so further review. To date, no photos received. Please submit pictures via the Revdex.com site for further consideration. With much respect, [redacted] Customer Care Operations Manager.
Complaint: [redacted]
I am rejecting this response because: This is the same response I received from the customer service representative. I did not like their response and if it is repeated twice via Revdex.com I am not going to like it. You guys are sorry that we were lied to and we are sorry that we ever purchased the product at room place. If you want to leave it at that there is not much I can do because I signed the 20 page document believing the information I was provided. But do not expect that I will accept your polite response when you actually mean 'you signed the document - deal with it'.
Sincerely,
[redacted]
The RoomPlace extends our sincere apology if we have not met your expectation despite the most genuine of intentions. Regrettably, the drivers were not aware of any downlines at the time of delivery however, it is our understanding that the Carrier has been in contact with our mutual Customer and...
the lines are restored. If we can help in any other way, please let us know. Best regards, [redacted] Customer Care Operations Manager
The RoomPlace apologizes to our valued Customer if there was any misunderstanding at time of purchase. Since the introduction of the program, the guidelines have remained the same. The attached post card provided to the Customer at time of purchase, outlines the plan guidelines. 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 NoUse NoLose warranty credit. The credit is in-store, valid for a year from date of issuance on purchases of $499 and above. With much appreciation for our Customer's understanding and loyalty. [redacted], Customer Care Operations
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 2015. Customer elected financing through a third party provider of service. We have no access or visibility into the Customer’s...
account due to privacy reasons. The Credit Card agreement terms were provided at the time the card was opened by Customer. The same was sent to the Customer direct by the bank and every statement reflects the deferred interest date in which balances need to be paid in full to avoid interest accrual. With much respect and gratitude, 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 RoomPlace’s determination of the claim. Our records indicate that the merchandise in questions was delivered 04/21/2012. We show no contact until the receipt of this complaint. Customer did elect to purchase the extended protection plan through a third party provider of service, Guardian however, this type of damage as described in the complaint is not eligible for service under the accidental protection plan purchased. The RoomPlace in the genuine interest of Customer service is happy to review photos of the damaged items to determine what if anything we can do to assist our valued Customer. Please submit a photo showing the item in its entirety and a close up of the damage via the Revdex.com site. We hope to hear back soon and look forward to finding what we hope will be a favorable resolution for our loyal Customer. With much respect and gratitude, The RoomPlace, Customer Care Team. Tell us why here...
Initial Business Response /* (1000, 5, 2015/05/07) */
The RoomPlace is disheartened to learn of our Customer's perception and sincerely apologizes for her experience. The RoomPlace is a reputable business and we take great pride in serving our valued Customers exceptionally. At times, and despite...
best efforts, there may be delays however they are very limited and all efforts are made to expedite the delivery. The merchandise is being delivered to Sugar Land, TX. The carrier picked up the merchandise on 4/30/15 from our Distribution Center in Woodridge, IL., National Deliveries can take 14-21 days from the time the order is picked up until the date of delivery. The carrier will contact the Customer to schedule the date once the product arrives in TX. Our apology again for the delay and her experience. We are an organization that stands committed to our Customers and continual evolvement of our service levels. We thank our Customer for her willingness to work through these concerns with us and her buiness. With much gratitude, [redacted], Customer Care Operations Manager
The RoomPlace was disheartened to learn of our Customer’s perception. The merchandise was delivered in July 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, Guardian. 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 Guardian, the Customer is sent a certificate of coverage by Guardian 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 P1PRP – Inclusive coverage for Stain / Structural and Accidental Coverage For Fabric and Leather Upholstered FurnitureAccidental 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 sent an inquiry to Guardian as to the outcome of the claim, upon receipt, and once we have a clear understanding of the issue, we will contact the Customer to see what we can do to further assist. Best regards, Joyce [redacted], Customer Care Operations Manager.
Complaint: [redacted]
I am rejecting this response because: I was told when purchase the bed the slates came with the bed so I am not sure as to why you are going back now and saying they were not included on the set how am I supposed to put my bed on the frame? Also you did not credit my account the delivery fee until I called 3 times this week to the Algonquin store being told I would get a call back and never did and then I spoke to the GM who finally credited the room place credit card. My husband never offered to get the slates from the warehouse we were moving that day I was on the phone when he demanded someone to come out and deliver them so while he finished moving his pregnant wife with twins had to drive an hour to get the slates. You have horrible customer service I will never buy from you again and my family decided after this ordeal they will not be purchasing from you either as they were soon to buy my siblings bedroom sets. You should treat you customer with more respect I will be paying off my room place credit card and closing it and will never use it again.
Sincerely,
[redacted]
The RoomPlace was sadden to hear of our Customer’s concern and perception. Upon receipt of the complaint, we researched the order and see that the Price Guarantee has already been processed by the Store. We regret the delay and appreciate our Customer’s understanding. With much gratitude, The...
RoomPlace, Customer Care Team .
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: At this point I don’t know if offered solution will fix the defective sectional. Tech visit is scheduled for Friday 2/9/18.
Sincerely,
Nina [redacted]
The RoomPlace was saddened to learn of our Customer’s concern and extend our sincere apology if there is any misunderstanding. The Merchandise was delivered 12/09/14. 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. Our records indicate service was dispatched on 12/24/14 the console lid, inspection indicated broken hinge. On 3/12/15, service as dispatched to install the hinge on the console and repair a rip on the seat casing at the footrest area. On 11/27/15, service was dispatched, damages covered under the warranty were for the seat casing and pull handle. The parts were ordered and mailed to the Customer on 12/11/15. We do ask Customers to let us know if installation assistance is needed within 7 days of receiving the part however, do not see any requests documented to date. Although outside of the normal practice, we will be happy to extend the service at no cost to install the seat casing and pull handle in the genuine interest of Customer service. Please confirm parts are on hand and advise of best days to schedule a service technician (Tuesday – Saturday) via the Revdex.com site. For clarification, Customer elected the extended Protection Plan through a third party provider of service, [redacted]. Please refer to the Certificate of Coverage and claim process provided at time of purchase and emailed by the Protection Plan provider upon registration. We look forward to concluding this matter for our valued Customer promptly. With much respect and gratitude, The RoomPlace, Customer Care
Initial Business Response /* (1000, 5, 2015/07/25) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
The RoomPlace extends our sincere apology for our Customer's experience. At times and despite best efforts on mutual parts due to unforeseen circumstances, there will be hiccups...
in the road but we stand committed to a prompt and favorable outcome for our valued Customer. Our records indicate that the assembly of the bed was completed on Tuesday 07/21/15. The RoomPlace will be happy to honor the original offer to refund the delivery charges to our valued Customer, and in closing extends our sincere apology if at any point we did not meet our Customer's expectation as it related to her purchase and delivery experience, we truly are dedicated to serving all of our Customers exceptionally and are disheartened to learn otherwise. All Customer feedback is extremely valued and important to us as we continue to evolve or service levels for our loyal Customers.
With much gratitude,
[redacted]
Customer Care Operations Manager.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is accurate that the bedroom set was delivered on 7/21/15. However, the hardware was not included and another delivery person had to come out. He arrived within one hour with the hardware, but he called the company to inform them that he did not know how to assemble the bed. I spoke to [redacted] in delivery who agreed to send someone else. The third person came later that evening to assemble the bed. Once assembled, I noticed that at least three of the corners of the headboard were damaged. The delivery person painted over the corners but the wood itself was damaged. I have already set up delivery of a new headboard.
The original offer to refund the delivery charges was due to the issue with the driver no showing up at the correct time on 7/9/15. There have been a number of issues since then. On 7/14/15, the delivery only included everything except the bed. I had to call to find out why and was told that it was damaged while the delivery men were bringing it out of the warehouse. I communicated with [redacted] who apologized for this situation not being communicated to me properly. There was not another bed in stock and I had to wait until 7/21/15 for a new bed to be delivered. This is when the situation that I described above happened. I emailed pictures to [redacted] and someone called to set up delivery for a new bed. Unfortunately, they couldn't delivery until 8/1/15 and I won't be available until 8/11/15. I would think that with all of the subsequent issues, more would be done than refunding the delivery fees. I will not accept only the original offer when so many other issues have occurred. If not, I will expect a full refund.
Final Business Response /* (4000, 11, 2015/08/10) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
The RoomPlace again extends our sincere apology for our Customer's experience, and apologize if our Customer was not satisfied with what we thought was a favorable outcome to their recent claim. In the genuine interest of Customer service, we will be delighted to extend an additional offer to our Customer for an in-store credit of $100 which may use towards future purchases, good for one (1) year. We would like to thank our Customer for her business and look forward to serving her for many years to come.
Respectfully yours,
[redacted], Customer Care Operations Manager
The mattresses come with the warranty cards and law tags specific to each brand. The RoomPlace has reached out to the Customer direct in hopes of better understanding the concern and providing a conclusion. We look forward to connecting soon and expediting a resolution for our Customer. With much respect and gratitude, The RoomPlace Customer Care.
Initial Business Response /* (1000, 5, 2015/03/10) */
The RoomPlace is truly disheartened to learn of our Customer's perception. In regards to the concerns reported on the queen mattress, the original delivery date was 08/16/2005. It was confirmed upon the inspection, 10/23/2013 that the mattress...
did not have a defect. The depression was not an 1 1/2 or above which is what is considered a defect. In addition, the inspection confirmed that the mattress has visible stains (photos available upon request). Our Customer was contacted and advised that we would not be able to proceed with the claim as the mattress was determined within manufacturer specification and that the warranty was in fact voided as a result of the stain. The twin mattress was original delivered on 10/19/2013. Technician was dispatched to inspect mattress upon Customer's request on 02/05/2015. The results of the inspection confirmed that the mattress meet the manufacturer's specification. The depression is not at an 1 1/2 .
The warranty does not apply to:
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 Simmons or other firm, supportive rigid non-yielding foundation (full, full extra-long, queen, Simmons Olympic queen, and king size must have sufficient center support)
Merchandise sold "as is" "distressed" or "floor model"
Transportation, inspection or removal costs of product. Simmons product that has a manufacturing defect and is stained or soiled. For health and safety reasons, Simmons may not be able to inspect these products to assess whether covered by the warranty, in which case, Simmons reserves the right to deny warranty coverage.*
The RoomPlace is a reputable business and we take great pride in serving our valued Customers exceptionally. We appreciate their business, however we are unable to meet our Customer's expectations and offer a replacement of either mattress as they don't qualify under the manufacturer's warranty . We will however be happy to dispatch service out on the queen mattress provided the Customer can confirm that the stain is removed and provide the original sales receipt. Should the inspection confirm the stain is removed and the depression is at 1 1/2 or above , we will honor the replacement. The mattress has to be in the same condition with no burns, stains or soils upon delivery team pickup. As it relates to the twin mattress, since the inspection was just completed on 2/5/15, we will be happy to send a technician out to reevaluate the depression 60 days from last inspection date. Same would apply as it relates to burns, stains or soils. We look forward to hearing back from our valued Customer and concluding this matter to what we hope will be favorable. With much respect and gratitude, [redacted], Vice President, Customer Care Center
Initial Consumer Rebuttal /* (3000, 7, 2015/03/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Complaint ID#: XXXXXXXX
Business Name: TheRoom place
As for the queen mattress I don't have the original invoice. It's been 10 years.
I wasn'table to obtain it through The Room Place.I spoke to [redacted] at Algonquin IL store.
But, they do have it in the records that the purchase was made for the queen and twin mattresses.
At the time of purchase I was told By the salesperson that if I bought the cover to protect the mattress it would have a 10 year warranty.
And that if it loses firmness or becomes deformed Room Place will replace it. I was never told or provided with any brochuresspecifying theexclusion for the warranty. Nor did it mention any details about stains or the deepness requirement to me from the warranty. I don't think the stain should be an issue, because the mattress is VISIBLE DEFORMED & SUNK.
I cleaned the queen mattress but it was impossible to have the stains removed because it is a
10 yr stain.
As for the twin mattress my Dad was told to keep calling and have a technician over again because it only needs a 1/2 inch more.
My question is why should anybody sleep on a damaged mattress? Just because 1/2 inch.
Is NOT about firmness preference . The problem is that when you lay to sleep on the bed makes a sound as if it going to break at any moment, as it the springs are broken or loose.
The twin mattress continues to get increasingly worse. I called a technician who visited and was rejected my claim to honor the warranty..
My hope is that you will honor your commitment to replace the mattress as the warranty states.
I have been a loyal customer and purchased 1 queen mattress , 3 twin mattress
1 full mattress , 1 living room set, 1 bunk beds, 1 bed headboard, 1 dresser, 3 set of living room tables, 2 bedroom end tables and lamps from your store. I am a consistent customer, I feel I been treated unjustly. I expect this to be resolve and that you will honor your commitment.
Final Business Response /* (4000, 9, 2015/03/30) */
The RoomPlace appreciates our Customer's loyalty and as such will make every effort to assist with what we hope will be a favorable outcome for our valued Customer. I have reviewed the warranties associated with the mattress purchases with our Customer and will personally work with her towards a resolution. With much respect and gratitude, [redacted], Vice President, Customer Care Center.