This is a duplicate complaint. Please see closed complaint ID#[redacted]Please remove one as they are the same issue. The merchandise was delivered on 8/120/2015. Our offer still stands, we will review photos of the damage to determine what if anything we can do in the genuine interest of Customer...
service.Please ask Customer to please submit photos via the Revdex.com site for further consideration. With much respect and 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]
The RoomPlace was disheartened to learn of our Customer’s concern and apologize for such a perception. The merchandise was delivered on 1/23/15. 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 and exchange was completed on 3/25/15 and no other calls until the 3/17/2016. Customer called to report electrical failure. The one year limited manufacturing warranty expired on 1/23/16. Customer was referred to the provider of the extended protection plan, Guardian however, Customer wanted The RoomPlace to pick up the set and issue a full refund. Regrettably and despite best intentions, we are unable to meet our Customer’s expectations. Customer has 30 days from date of single occurrence to file a service with the provider of the extended protection plan. Our records indicate the Customer has the P1PRP plan, coverage as follows: 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. If we can be of any further assistance, please let us know. With much respect, The RoomPlace Customer Care team!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and while the matter has been resolved, there was no apology submitted on behalf of the company for the errors and missteps made during the process to have my furniture serviced. Room Place made little effort to offer anything for the trouble. I'm very happy with the effort on behalf of the service technician that came to the home to service my furniture. He was also able to address the issue with my chair. So a huge thank you to him.
Sincerely,
[redacted]
The RoomPlace empathizes with our Customer and are truly sorry to hear of the concern and the perception. The order delivered on April 11, 2015. The financing is with a third party provider of credit, [redacted] bank. The Credit Card Agreement provided upon enrollment and time of purchase clearly...
outlines the finance terms of the account. In addition, [redacted] bank mails the account holder all of the same (similar, if not exactly the same as an issuing bank of a [redacted] would). The monthly statement sent by the bank monthly reflects the terms of the plan and the date in which payment in full is due to avoid any interest accrued from date of purchase (as most statement due which offer promotion periods to assist with payment in full with no interest over a designated period of time). Regretfully, due to consumer protection and or compliance, we are not privy to any information on the Customer’s account which includes payment history nor are we able to dictate the terms of the credit in order to assist despite our best intentions. In the genuine interest of Customer service, we will be happy to inquire on options, if any, at this point for our Customer through the third party provider of service however are unable to guarantee an outcome. Please let us know if we should proceed with inquiry and if so, please be specific as to what your expectation’s are so we may properly convey the request. Look forward to hearing back soon, with much gratitude, [redacted] VP of Customer Care.
The RoomPlace was saddened to learn of this, we are very perplexed by the allegation and need our Customer's help in better understanding the issue. I personally reached out to the Customer for further clarity as it relates to the matter. Upon connecting with the Customer, I will provide and...
update. Best regards, Jasmine [redacted], Vice President, Customer Care Center.
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 April 27, 2015. Customer contacted us to report defects, service was dispatched on January 9, 2016 and Customer was asked to reselect under the warranty. We trust the resolution is to our Customer’s full satisfaction. Best regards, [redacted], Customer Care Operations Manager. Tell us why here...
Initial Business Response /* (1000, 5, 2015/09/09) */
The RoomPlace was disheartened to learn of our Customer's perception. The mattress Customer selected was a floor sample, sold "as is", with no returns or refunds as illustrated on the Sales receipt (available upon request) and communicated at...
time of purchase. Customer contacted the store to request a return as she was not satisfy with the comfort of the mattress. Regardless of the mattress being bought "as is", the General Manager in good faith, offered a reselection on the mattress as a one-time voluntary accommodation in the genuine interest of Customer service. The mattress was returned on 8/25/15, Customer elected not to reselect as agreed upon and a refund for full amount of the mattress was refunded. There are no records indicating a dissatisfaction with any other merchandise. Upon learning of the concern from this compliant, I personally reached out. Based on what Customer was explaining, although not a defect, we agreed to send the driver team out on 9/4/15 with extra slats and support legs to ensure bed is set up properly. Customer was not home day of appointment, it was rescheduled by Customer for 9/8/15 however she was not available on this date either. We will make one last attempt, currently set up for 9/14/15. Regrettably, and despite best efforts, we will not be able to accommodate any more date changes. We look forward to concluding this matter to our Customer's full satisfaction on 9/14/15. Best regards, [redacted], Customer Care Operations Manager
Initial Consumer Rebuttal /* (3000, 7, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The information is inaccurate but I am thankful I received a refund for the mattress. I hope my experience in the future will be more pleasant and professional.
Final Consumer Response /* (2000, 8, 2015/09/11) */
The RoomPlace was saddened to learn of our valued Customer’s concern. The original merchandise was delivered 1/6/17. Upon learning of the issue, we attempted to replace the items however, the merchandise replacement was refused. Original order was picked up for a refund on 4/1/17. The refund is in...
process. 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. The merchandise was delivered 10/13/16. The Customer contacted us as it relates to seam separations on 2 cushions. Following our normal process, we dispatched service to the Customer’s home to inspect and repair. The appointment was reschedule by Customer and the subsequent by the service provider. The service technician inspected the cushions in question however, was unable to complete a successful repair on the seam / stress tears. As such, replacement cushions were ordered from the manufacturer of the product. The estimated time of arrival is early to mid-April. Regrettably, we are unable to meet our Customer’s expectation for credit, the issue is correctable with replacement cushions under the limited warranty guidelines. We apologize for the delay and will make every effort to expedite the fulfillment for our valued Customer. 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.
Sincerely,
[redacted]
The RoomPlace was sadden to learn of our Customer’s concern and extend our sincere apologize. 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 2/15/2014. The one year limited manufacturing warranty expired on 2/15/2016. In an effort to maintain our historic level of Customer service, The RoomPlace will be happy to review photos as it relates to the Customer’s concern for further consideration. Please submit photos of each item in its entirety via the Revdex.com site. With much respect and gratitude, The RoomPlace, Customer Care team.
Regretfully, we are unable to meet our valued Customer’s expectations despite the best intentions. In order to proceed with the claims, we would need to dispatch service to determine if the mattresses are deemed defective. If the defect is confirmed, Customer would be given the option for a reselection credit equal to the amount paid for the mattress provided there is no stain, soil or other damages. We hope our Customer will reconsider the offer under the manufacturer’s guidelines and allow us to send service. 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. I have a service request with [redacted] at the moment. I don't know why they've said they've contacted me numerous times.That's false. They've only called once and I wasn't available. As of June 15th I have a service request number, so I should be hearing back from them soon.
Sincerely,
[redacted]
The RoomPlace was disheartened to learn of our Customer’s concern and extend our sincere apology for not meeting her expectations despite best efforts. The merchandise was delivered April of 2013. For a period of one year from date of delivery and or pickup, The RoomPlace warrants to the original...
purchaser that the merchandise will be free from defects in material and or workmanship under normal use. The Customer’s extended protection plan is with a third party provider of service, [redacted] Upon receipt of the complaint, The RoomPlace reached out to the protection plan provider to inquire on the status of the claim. Mutually, we have decided to fulfil the Customer’s claim and cancel the part order. [redacted] was reaching out to inform our Customer of the outcome. We appreciate our mutual Customer bringing this to our attention and allowing us an opportunity to work together towards a favorable resolution. With much respect and gratitude, The RoomPlace, Customer Care
The RoomPlace was saddened to learn of our Customer’s perception. We apologize if there was any misunderstanding as it relates to the optional extended protection plan purchased thought Guardian, the third party provider of service. The RoomPlace offers a NoUse NoLose Store credit if the warranty...
is not utilized within the 5 year time frame. Customers wishing to cancel their warranty within the terms of the plan can do so at any time by sending a written request to Guardian. Please note, this information is located on the Contract’s terms and conditions referenced in the complaint by Customer and noted below. GENERAL PROVISIONS: Cancellation: This Plan shall be cancelled by us for fraud or material misrepresentation, including but not limited to commercial or rental use. Unauthorized repair or replacement of covered furniture item shall result in the cancellation of this Plan by Us. In the event of cancellation by us, written notice of cancellation shall be mailed to you not less than sixty (60) days before cancellation is effective. This Plan can be cancelled by you at any time for any reason by mailing or delivering to us notice of cancellation at Guardian Protection Products, PO Box 300, Hickory, NC 28603-0300. If the Plan is cancelled: (a) within thirty (30) days of the receipt of this Plan, You shall receive a full refund of the price paid for the Plan provided no service has been performed, or (b) after thirty (30) days, you will receive a pro rata refund, less the cost of any service received. Illinois Residents: You may cancel this Plan: a) within thirty (30) days after its purchase if no service has been provided and a full refund of the Plan price, less a cancellation fee not to exceed the lesser of ten percent (10%) of the Plan price or fifty dollars ($50.00); or b) at any other time and a pro rata refund of the Plan price for the unexpired term of the Plan, based on the number of elapsed months less the value of any service received, and the cancellation fee not to exceed the lesser of ten percent (10%) of the Plan price or fifty dollars ($50.00). If we can be on any further assistance, please let us know. With much respect and gratitude, The RoomPlace Customer Care Team.
Initial Business Response /* (1000, 5, 2015/07/31) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
The RoomPlace is disheartened to learn of our Customer's perception. We take great pride in serving all of our Customers well and fully explain our policies and procedures at...
time of purchase. In addition to our documented terms and conditions which are provided at time of sale and displayed, our Satisfaction and Comfort Guarantee policies are on the counter at check out. Per our documented records, the Customer elected not to purchase the mattress protector therefore waived the Comfort Guarantee on the mattress. Comfort Guarantee policy is as follows:
Up to a 365 Day Mattress Comfort Guarantee:
The RoomPlace offers a comfort guarantee on mattresses and mattress sets provided that the mattress protector is purchased on the same invoice as the mattress. Advanced sleep research indicates it may take several weeks for our bodies to adjust to the proper support of a new mattress. Our 30/365 Day Mattress Comfort Guarantee Plans are as follows:
30 Day: If after a minimum of 21 nights, you are unable to comfortably adjust to the support of your new mattress, you have up to the 30th day from your original delivery date to make a one-time reselection.
365 Day Simmons ComforPedic : If after a minimum of 60 nights, you are unable to comfortably adjust to the support of your new mattress, you have up to the 365th day from your original delivery date to make a one-time reselection.
If you chose an item of greater value than the one being returned, you will be charged the difference.
If you chose an item of lesser value, the difference will be given in a form of an in-store credit.
New fee will be applied to your next delivery.
After speaking with our valued Customer and in an effort to continue our historically high level of customer service, The RoomPlace is willing to make a one-time exception and honor our Customer's request. We trust this favorable outcome demonstrates our commitment and appreciation for our loyal Customer. We look forward to serving them for many years to come and being their retailer of choice when it comes to their mattress and furniture needs.
With much gratitude,
[redacted]
Customer Care Operations Manager
Initial Consumer Rebuttal /* (2000, 7, 2015/08/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
At the time the Customer placed the order, she provided 2 contact numbers and the delivery address. Day prior to the delivery, the Carrier confirmed at the number ending in 8095 that the delivery address / residence, merchandise being delivered is correct and provided the estimated delivery time...
frame. Delivery was completed on 4/5/16, delivery ticket available upon request. Our records indicate that the Customer called same day requesting a cancelation of the order however, the product was already out for delivery and confirmed delivered prior to the call. We have been in contact with all parties on the order, bill / ship to contacts and offered to pick-up the product and issue a refund. A pick-up was scheduled on 4/8/16, when the Carrier arrived, there was no answer at the door. Regretfully, we are unable to issue a refund for product delivered to the address provided by Customer at the time of placing the order. We will however, in the genuine interest of Customer service, attempt a final pick-up at the address of record, provided there is no damage to the product. This offer expires, 4/17/16. With much respect, [redacted], Customer Care Operations Manager
Complaint: [redacted]
I am rejecting this response because: I don't agree with the statement and I had an appointment Saturday January 2nd to try and repair the sofa and the appointment was canceled at the time of the appointment.
Sincerely,
[redacted]
The RoomPlace was disheartened to learn of our Customer’s concern and apologize for such a perception. For a period of one (1) year following the date of original delivery or pick-up, The RoomPlace warrants to the original purchaser that merchandise will be free from defects in materials and...
workmanship under normal use. This warranty shall apply only if you and the affected item is in our service area. If The RoomPlace determines that merchandise is defective, The RoomPlace will repair or replace, at its discretion, the affected item only (not the set, suite or collection). If the affected item cannot be repaired or replaced, as determined by The RoomPlace, the Customer can select a new item of equal or lesser value to the original purchase price of the defective item. If the item chosen is of greater value than the one being replaced, the Customer will be charged the difference. The reselection period is not to exceed seven (7) days following The RoomPlace’s determination of the claim. Our records indicate that the merchandise in questions was delivered 10/06/2015. Customer contacted us outside of the one year warranty and a service technician was sent to attempt repairs in the genuine interest of Customer service. Regrettably, he was unable to repair due to the nature of the rip, which is not consistent with a defect in material and or workmanship covered under the warranty. The RoomPlace is checking to see if the seat cushion is available from the manufacture however, due to the Holiday, have not received an update as of yet. We hope to hear back within the next 7 business days and look forward to providing our Customer with what we hope will be a favorable outcome. With much respect and gratitude, The RoomPlace, Customer Care Team.
This is a duplicate complaint. Please see closed complaint ID#[redacted]Please remove one as they are the same issue. The merchandise was delivered on 8/120/2015. Our offer still stands, we will review photos of the damage to determine what if anything we can do in the genuine interest of Customer...
service.Please ask Customer to please submit photos via the Revdex.com site for further consideration. With much respect and 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]
The RoomPlace was disheartened to learn of our Customer’s concern and apologize for such a perception. The merchandise was delivered on 1/23/15. 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 and exchange was completed on 3/25/15 and no other calls until the 3/17/2016. Customer called to report electrical failure. The one year limited manufacturing warranty expired on 1/23/16. Customer was referred to the provider of the extended protection plan, Guardian however, Customer wanted The RoomPlace to pick up the set and issue a full refund. Regrettably and despite best intentions, we are unable to meet our Customer’s expectations. Customer has 30 days from date of single occurrence to file a service with the provider of the extended protection plan. Our records indicate the Customer has the P1PRP plan, coverage as follows: 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. If we can be of any further assistance, please let us know. With much respect, The RoomPlace Customer Care team!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and while the matter has been resolved, there was no apology submitted on behalf of the company for the errors and missteps made during the process to have my furniture serviced. Room Place made little effort to offer anything for the trouble. I'm very happy with the effort on behalf of the service technician that came to the home to service my furniture. He was also able to address the issue with my chair. So a huge thank you to him.
Sincerely,
[redacted]
The RoomPlace empathizes with our Customer and are truly sorry to hear of the concern and the perception. The order delivered on April 11, 2015. The financing is with a third party provider of credit, [redacted] bank. The Credit Card Agreement provided upon enrollment and time of purchase clearly...
outlines the finance terms of the account. In addition, [redacted] bank mails the account holder all of the same (similar, if not exactly the same as an issuing bank of a [redacted] would). The monthly statement sent by the bank monthly reflects the terms of the plan and the date in which payment in full is due to avoid any interest accrued from date of purchase (as most statement due which offer promotion periods to assist with payment in full with no interest over a designated period of time). Regretfully, due to consumer protection and or compliance, we are not privy to any information on the Customer’s account which includes payment history nor are we able to dictate the terms of the credit in order to assist despite our best intentions. In the genuine interest of Customer service, we will be happy to inquire on options, if any, at this point for our Customer through the third party provider of service however are unable to guarantee an outcome. Please let us know if we should proceed with inquiry and if so, please be specific as to what your expectation’s are so we may properly convey the request. Look forward to hearing back soon, with much gratitude, [redacted] VP of Customer Care.
The RoomPlace was saddened to learn of this, we are very perplexed by the allegation and need our Customer's help in better understanding the issue. I personally reached out to the Customer for further clarity as it relates to the matter. Upon connecting with the Customer, I will provide and...
update. Best regards, Jasmine [redacted], Vice President, Customer Care Center.
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 April 27, 2015. Customer contacted us to report defects, service was dispatched on January 9, 2016 and Customer was asked to reselect under the warranty. We trust the resolution is to our Customer’s full satisfaction. Best regards, [redacted], Customer Care Operations Manager. Tell us why here...
Initial Business Response /* (1000, 5, 2015/09/09) */
The RoomPlace was disheartened to learn of our Customer's perception. The mattress Customer selected was a floor sample, sold "as is", with no returns or refunds as illustrated on the Sales receipt (available upon request) and communicated at...
time of purchase. Customer contacted the store to request a return as she was not satisfy with the comfort of the mattress. Regardless of the mattress being bought "as is", the General Manager in good faith, offered a reselection on the mattress as a one-time voluntary accommodation in the genuine interest of Customer service. The mattress was returned on 8/25/15, Customer elected not to reselect as agreed upon and a refund for full amount of the mattress was refunded. There are no records indicating a dissatisfaction with any other merchandise. Upon learning of the concern from this compliant, I personally reached out. Based on what Customer was explaining, although not a defect, we agreed to send the driver team out on 9/4/15 with extra slats and support legs to ensure bed is set up properly. Customer was not home day of appointment, it was rescheduled by Customer for 9/8/15 however she was not available on this date either. We will make one last attempt, currently set up for 9/14/15. Regrettably, and despite best efforts, we will not be able to accommodate any more date changes. We look forward to concluding this matter to our Customer's full satisfaction on 9/14/15. Best regards, [redacted], Customer Care Operations Manager
Initial Consumer Rebuttal /* (3000, 7, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The information is inaccurate but I am thankful I received a refund for the mattress. I hope my experience in the future will be more pleasant and professional.
Final Consumer Response /* (2000, 8, 2015/09/11) */
The RoomPlace was saddened to learn of our valued Customer’s concern. The original merchandise was delivered 1/6/17. Upon learning of the issue, we attempted to replace the items however, the merchandise replacement was refused. Original order was picked up for a refund on 4/1/17. The refund is in...
process. 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. The merchandise was delivered 10/13/16. The Customer contacted us as it relates to seam separations on 2 cushions. Following our normal process, we dispatched service to the Customer’s home to inspect and repair. The appointment was reschedule by Customer and the subsequent by the service provider. The service technician inspected the cushions in question however, was unable to complete a successful repair on the seam / stress tears. As such, replacement cushions were ordered from the manufacturer of the product. The estimated time of arrival is early to mid-April. Regrettably, we are unable to meet our Customer’s expectation for credit, the issue is correctable with replacement cushions under the limited warranty guidelines. We apologize for the delay and will make every effort to expedite the fulfillment for our valued Customer. 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.
Sincerely,
[redacted]
The RoomPlace was sadden to learn of our Customer’s concern and extend our sincere apologize. 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 2/15/2014. The one year limited manufacturing warranty expired on 2/15/2016. In an effort to maintain our historic level of Customer service, The RoomPlace will be happy to review photos as it relates to the Customer’s concern for further consideration. Please submit photos of each item in its entirety via the Revdex.com site. With much respect and gratitude, The RoomPlace, Customer Care team.
Regretfully, we are unable to meet our valued Customer’s expectations despite the best intentions. In order to proceed with the claims, we would need to dispatch service to determine if the mattresses are deemed defective. If the defect is confirmed, Customer would be given the option for a reselection credit equal to the amount paid for the mattress provided there is no stain, soil or other damages. We hope our Customer will reconsider the offer under the manufacturer’s guidelines and allow us to send service. 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. I have a service request with [redacted] at the moment. I don't know why they've said they've contacted me numerous times.That's false. They've only called once and I wasn't available. As of June 15th I have a service request number, so I should be hearing back from them soon.
Sincerely,
[redacted]
The RoomPlace was disheartened to learn of our Customer’s concern and extend our sincere apology for not meeting her expectations despite best efforts. The merchandise was delivered April of 2013. For a period of one year from date of delivery and or pickup, The RoomPlace warrants to the original...
purchaser that the merchandise will be free from defects in material and or workmanship under normal use. The Customer’s extended protection plan is with a third party provider of service, [redacted] Upon receipt of the complaint, The RoomPlace reached out to the protection plan provider to inquire on the status of the claim. Mutually, we have decided to fulfil the Customer’s claim and cancel the part order. [redacted] was reaching out to inform our Customer of the outcome. We appreciate our mutual Customer bringing this to our attention and allowing us an opportunity to work together towards a favorable resolution. With much respect and gratitude, The RoomPlace, Customer Care
The RoomPlace was saddened to learn of our Customer’s perception. We apologize if there was any misunderstanding as it relates to the optional extended protection plan purchased thought Guardian, the third party provider of service. The RoomPlace offers a NoUse NoLose Store credit if the warranty...
is not utilized within the 5 year time frame. Customers wishing to cancel their warranty within the terms of the plan can do so at any time by sending a written request to Guardian. Please note, this information is located on the Contract’s terms and conditions referenced in the complaint by Customer and noted below. GENERAL PROVISIONS: Cancellation: This Plan shall be cancelled by us for fraud or material misrepresentation, including but not limited to commercial or rental use. Unauthorized repair or replacement of covered furniture item shall result in the cancellation of this Plan by Us. In the event of cancellation by us, written notice of cancellation shall be mailed to you not less than sixty (60) days before cancellation is effective. This Plan can be cancelled by you at any time for any reason by mailing or delivering to us notice of cancellation at Guardian Protection Products, PO Box 300, Hickory, NC 28603-0300. If the Plan is cancelled: (a) within thirty (30) days of the receipt of this Plan, You shall receive a full refund of the price paid for the Plan provided no service has been performed, or (b) after thirty (30) days, you will receive a pro rata refund, less the cost of any service received. Illinois Residents: You may cancel this Plan: a) within thirty (30) days after its purchase if no service has been provided and a full refund of the Plan price, less a cancellation fee not to exceed the lesser of ten percent (10%) of the Plan price or fifty dollars ($50.00); or b) at any other time and a pro rata refund of the Plan price for the unexpired term of the Plan, based on the number of elapsed months less the value of any service received, and the cancellation fee not to exceed the lesser of ten percent (10%) of the Plan price or fifty dollars ($50.00). If we can be on any further assistance, please let us know. With much respect and gratitude, The RoomPlace Customer Care Team.
Initial Business Response /* (1000, 5, 2015/07/31) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
The RoomPlace is disheartened to learn of our Customer's perception. We take great pride in serving all of our Customers well and fully explain our policies and procedures at...
time of purchase. In addition to our documented terms and conditions which are provided at time of sale and displayed, our Satisfaction and Comfort Guarantee policies are on the counter at check out. Per our documented records, the Customer elected not to purchase the mattress protector therefore waived the Comfort Guarantee on the mattress. Comfort Guarantee policy is as follows:
Up to a 365 Day Mattress Comfort Guarantee:
The RoomPlace offers a comfort guarantee on mattresses and mattress sets provided that the mattress protector is purchased on the same invoice as the mattress. Advanced sleep research indicates it may take several weeks for our bodies to adjust to the proper support of a new mattress. Our 30/365 Day Mattress Comfort Guarantee Plans are as follows:
30 Day: If after a minimum of 21 nights, you are unable to comfortably adjust to the support of your new mattress, you have up to the 30th day from your original delivery date to make a one-time reselection.
365 Day Simmons ComforPedic : If after a minimum of 60 nights, you are unable to comfortably adjust to the support of your new mattress, you have up to the 365th day from your original delivery date to make a one-time reselection.
If you chose an item of greater value than the one being returned, you will be charged the difference.
If you chose an item of lesser value, the difference will be given in a form of an in-store credit.
New fee will be applied to your next delivery.
After speaking with our valued Customer and in an effort to continue our historically high level of customer service, The RoomPlace is willing to make a one-time exception and honor our Customer's request. We trust this favorable outcome demonstrates our commitment and appreciation for our loyal Customer. We look forward to serving them for many years to come and being their retailer of choice when it comes to their mattress and furniture needs.
With much gratitude,
[redacted]
Customer Care Operations Manager
Initial Consumer Rebuttal /* (2000, 7, 2015/08/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
At the time the Customer placed the order, she provided 2 contact numbers and the delivery address. Day prior to the delivery, the Carrier confirmed at the number ending in 8095 that the delivery address / residence, merchandise being delivered is correct and provided the estimated delivery time...
frame. Delivery was completed on 4/5/16, delivery ticket available upon request. Our records indicate that the Customer called same day requesting a cancelation of the order however, the product was already out for delivery and confirmed delivered prior to the call. We have been in contact with all parties on the order, bill / ship to contacts and offered to pick-up the product and issue a refund. A pick-up was scheduled on 4/8/16, when the Carrier arrived, there was no answer at the door. Regretfully, we are unable to issue a refund for product delivered to the address provided by Customer at the time of placing the order. We will however, in the genuine interest of Customer service, attempt a final pick-up at the address of record, provided there is no damage to the product. This offer expires, 4/17/16. With much respect, [redacted], Customer Care Operations Manager
Complaint: [redacted]
I am rejecting this response because: I don't agree with the statement and I had an appointment Saturday January 2nd to try and repair the sofa and the appointment was canceled at the time of the appointment.
Sincerely,
[redacted]
The RoomPlace was disheartened to learn of our Customer’s concern and apologize for such a perception. For a period of one (1) year following the date of original delivery or pick-up, The RoomPlace warrants to the original purchaser that merchandise will be free from defects in materials and...
workmanship under normal use. This warranty shall apply only if you and the affected item is in our service area. If The RoomPlace determines that merchandise is defective, The RoomPlace will repair or replace, at its discretion, the affected item only (not the set, suite or collection). If the affected item cannot be repaired or replaced, as determined by The RoomPlace, the Customer can select a new item of equal or lesser value to the original purchase price of the defective item. If the item chosen is of greater value than the one being replaced, the Customer will be charged the difference. The reselection period is not to exceed seven (7) days following The RoomPlace’s determination of the claim. Our records indicate that the merchandise in questions was delivered 10/06/2015. Customer contacted us outside of the one year warranty and a service technician was sent to attempt repairs in the genuine interest of Customer service. Regrettably, he was unable to repair due to the nature of the rip, which is not consistent with a defect in material and or workmanship covered under the warranty. The RoomPlace is checking to see if the seat cushion is available from the manufacture however, due to the Holiday, have not received an update as of yet. We hope to hear back within the next 7 business days and look forward to providing our Customer with what we hope will be a favorable outcome. With much respect and gratitude, The RoomPlace, Customer Care Team.