The Roomplace

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below.Resolution not complete at this point Parts were shipped to incorrect addressRepair technician was able to fix one of the issues Still Issues that need to be addressed Awaiting the response from RoomPlace on how they plan to proceed Regards, [redacted]

The RoomPlace extends our sincere apology for the delay in correct the billing errorI personally connected with our valued Customer and assured her the correction is in process and any and all fees will be removed associated with the incorrect planWith much respect and gratitude, Jasmine S***, VP, Customer Care

Initial Business Response / [redacted] (1000, 5, 2015/06/16) */ The RoomPlace apologizes to our valued Customer if there was any misunderstanding at time of purchase in Since the introduction of the program, the guidelines have remained the sameDespite the most of genuine intent, we are unable to make an exception as we need to consistently execute for all our valued and loyal CustomersRegretfully, we are unable to meet the Customer's expectations and issue a refund of the No Use No Lose warranty creditThe credit is in-store, valid for a year from date of issuance on purchases of $and aboveThe Customer has an in-store credit of $which will expire on 04/24/The RoomPlace extends our sincere apology that our Customer is not satisfied with the in-store credit however, and as much as we would love to meet their expectations, we simply must remain consistent in our practices for the good of all of our CustomersWith much appreciation for our Customer's understanding and loyaltyJoyce [redacted] , Customer Care Operations

in , we had purchased Extended Service protection plan through The RoomPlace and were told that it will cover any damages over the year periodWe had one repair done in on our dining room table which involved replacing a leaf of the table and not entire deskAt the time we did not follow up with The RoomPlace to review the claim and how it was writtenOn 11/23/we required a second repair on the same dinning tableWhen speaking to [redacted] , extended service protection provider, we were told that our repair in satisfied our warranty because the claim authorized replacement of entire dining tableWhen we responded to representative that only a leaf has been replaced and not entire table, we were told the store authorized full table replacement and there is nothing [redacted] can doWe called The RoomPlace and spoke with Maria who informed me that leaf is a part of the table, therefore, classifies as "replacement of full table." Terms and conditions state the following "The total liability under this Plan is the purchase price you paid for the furniture itemIn the event that the aggregate of all authorized service/repairs exceeds the purchase price paid for the furniture item or we replace the furniture item with a new piece of equal value, we shall have satisfied all obligations owed under this Plan." I do not believe replacing of the leaf qualifies as "we replace the furniture item with a new piece of equal value, we shall have satisfied all obligations owed under this Plan." Very unhappy with mis-advertisement of the warranty coverage during our purchase and how it was handled

Our most genuine apologies for not meeting our value Customer’s expectation and our own historic standardsDespite best efforts on mutual parts, regrettably, we have encountered some challengesI am personally working with our valued Customer towards the successful resolutionWith much gratitude and respect, Jasmine S***, Vice President, Customer Care Center

Initial Business Response / [redacted] (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 perceptionWe take great pride in serving all of our Customers well and fully explain our policies and procedures at time of purchaseIn 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 outPer our documented records, the Customer elected not to purchase the mattress protector therefore waived the Comfort Guarantee on the mattressComfort Guarantee policy is as follows: Up to a 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 mattressAdvanced sleep research indicates it may take several weeks for our bodies to adjust to the proper support of a new mattressOur 30/Day Mattress Comfort Guarantee Plans are as follows: Day: If after a minimum of 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 Day Simmons ComforPedic : If after a minimum of 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 requestWe trust this favorable outcome demonstrates our commitment and appreciation for our loyal CustomerWe 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 / [redacted] (2000, 7, 2015/08/03) */ (The consumer indicated he/she ACCEPTED the response from the business.)

The RoomPlace was saddened to learn of our Customer’s concern and alarmed by the allegationWe are a reputable company who takes great pride in providing each one of our valued Customer’s with an exceptional experience as evident by our year historyThis type of behavior is not tolerated and would never be condonedWe stand committed to our Customers and extend our genuine apology when we don’t meet their expectations despite our best intentionsRegrettably, the merchandise albeit infrequent has been delayedAll efforts are made to expedite the deliveries promptly for our Customers and keep them informed of any updatesUnderstanding the Customer is unable to wait, the order was canceledThe Customer’s order was not delivered therefore there is no charge to refundthis was only an authorization on the account and it will expire on 7/27/Respectfully, we will honor the Customer’s request and not contact her go forward however, if we can be of further service, please let us knowWith much respect and gratitude, The RoomPlace, Customer Care

The RoomPlace was saddened to learn of our Customer’s concerns and extend our sincere apology if at any point we did not meet their expectation despite most genuine of intentionsWe offer a Day Satisfaction Guarantee on Furniture, guidelines are below, the same is posted at the Store and on the Customer’s sales receipt: The RoomPlace is proud to offer quality furniture with great value to our customersYour satisfaction is extremely important to usIf you are not happy with your purchase, please contact us within seven (7) days of delivery and we will be pleased to assist you in making a one-time reselection of another product• Merchandise must be returned to our Distribution Center within ten (10) days from the original delivery date in its original condition• Reselection and delivery of your new merchandise must be completed within ten (10) days from the original delivery date• If you choose an item of greater value than the one being returned, you will be charged the difference• If you choose an item of lesser value, the difference will be given to you in a form of an in-store credit• Delivery charges from your original order will not qualify for credit• A 15% restocking fee (off the merchandise retail) will be deducted from your credit• A new delivery fee will be applied to your next deliveryPlease Note: We do NOT offer returns, refunds or our Total Satisfaction Guarantee on furniture or mattresses picked up by customers at our stores or Distribution CenterIn addition, we do not offer returns, refunds or our Total Satisfaction Guarantee on stained, soiled, infested or damaged merchandise, Lease to own, Clearance Outlet or, “AS IS” merchandise, floor samples, RTA (ready to assemble), promotional, free or gift with purchase items / value, adjustable power bases, special orders / sizes, pillows, mattress protectors and furniture care kits Customer elected to reselect and as such, the 15% restock fee was appliedThe mattress delivery was scheduled for the 30th at point of sale however, due to a delay in fulfillment, the store attempted to contact the Customer several times starting on 5/to reschedule however, was unable to leave a voicemailThe delivery is now rescheduled for 6/7/ Any visible damage must be reported within days of deliveryRegrettably, there is no report of any in-home damage prior to the Revdex.com compliantWe are happy to review photos of the alleged damage and engage the 3rd party delivery carrier in the processWe ask our Customer to please submit photos via the Revdex.com site for further considerationThe RoomPlace will issue a $credit to our valued Customer as it relates to the mattress delivery date delay and again extend our sincere apologyWe look forward to receiving the photos of the in-home damage and concluding this matter for our Customer promptlyWith 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 have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below.The "carrier" tried to fix the problem himself and blew the transistor when he tried to change the wires without turning off the power on the breakersHe admitted that himself and the "specialist" that he enlisted the help from was his fatherThey were there on 10-and 10-21-16, never on 10-22-They tried to fix it multiple times and failed every timeThe issue was with the wiringI gave him plenty of chances to fix the problem but after enduring a low of degrees two nights in a row with a young child at home I got fed up with it and called a real specialist on 10-22-I attached a copy of the invoice that I received from themIt explains the problem and how they fixed itI would like The RoomPlace to reimburse the amount that I paid ***Please keep in mind that my furnace was working fine before the carrier delivered the furnitureIt was supposed to be a simple switch of a thermostat but because they tried to do it themselves instead of hiring an experienced technician they the complicated the problemKeep in mind that this issue started at the beginning of September and it is now the end of OctoberI will never do business with The RoomPlace again Regards, [redacted]

My husband purchased the Guardian Warranty on the living set for $This was sold to him at The Room Place - Maggie as No Use, No Lose policyShe told him if the insurance is not used in years, he would get a $credit for future furniture purchase, all he had to do was to call The Room Place and they would send a gift card in that amountI called this store, they told me to call corporate at 630- [redacted] , on 4/i spoke to Rinetta and she said she would contact Guardian to verify no claims were processed and she would send out the gift card in the amount of the insurance that was purchasedI haven't recieved anything, this was a waste of moneySo sad I really wanted to purchase my year mother in law a recliner

The RoomPlace extends our sincere apology for the delayAlthough very infrequent, at times, due to demand, the date may changeWe spoke with our valued Customer and confirmed the delivery date for 6/We also changed the address of delivery and will keep in contact should there be any changes We appreciate our Customer’s understanding and thank him for his businessBest regards, 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 would be satisfactory to me Regards, [redacted] ***

The RoomPlace is disheartened to learn of our Customer’s experience In response to our Customer’s complaint as it relates to the extended warranty provider Guardian, our records indicate that a claim was filed with Guardian on 02/10/in regards to the reclining loveseatAs of 02/17/ Guardian has submitted a request to their service provider for the customer’s merchandise; the customer will be directly contacted by the service company to schedule the actual dateWe would be happy to reach out to Guardian even though we would not be able to overturn the claim decision by a third-party provider of service, we certainly would be happy to inquire on the claim status on behalf of our Customer should he want our assistanceWe look forward to hearing from our Customer and are hoping our offer to assist will be perceived as a favorable outcomeBest regards, [redacted] Customer Care Operations Manager?

The RoomPlace is disheartened to learn of ourCustomer’s concern and apologize for such a perception For a period of one (1) year following the date of originaldelivery or pick-up, The RoomPlace warrants to the original purchaser thatmerchandise will be free from defects in materials and workmanship under normaluseThis warranty shall apply only if you and the affected item is in ourservice areaIf The RoomPlace determines that merchandise is defective, TheRoomPlace will repair or replace, at its discretion, the affected item only(not the set, suite or collection)If the affected item cannot be repaired orreplaced, as determined by The RoomPlace, the Customer can select a new item ofequal or lesser value to the original purchase price of the defective itemIfthe item chosen is of greater value than the one being replaced, theCustomer will be charged the differenceThe reselection period is not toexceed seven (7) days following The RoomPlace’s determination of the claim Our records indicate that themerchandise in questions was delivered on 5/29/Customer contacted us in Augustto report seam separationWe asked for photos of the seam separation forfurther considerationUpon receipt, it was determined that this damage was nota seam separation but rather a tear near the seams (photo available for review),cause unknownAccidental damage is not covered under the limited manufacturingwarranty therefore we were unable to proceed with the claim under the manufacturingguidelinesRegrettably, we are unable to meet our Customer’s expectations andissue a check for the repair however, in the genuine interest of Customerservice and upon receipt of the invoice outlining the specific damage andrepair in addition to a photo after the repair, we are willing to explore anyother options in assisting our Customer with what we hope will be a favorable alternativeto his requestCustomer can forward any supporting documents / photos via theRevdex.com siteWe look forward to receiving the requestedinformation and concluding this matter for our valued Customer With much gratitude, Joyce S [redacted] , CustomerCare Operations Manager

The RoomPlace was disheartened to learn of Customer’s concern and perceptionThe merchandisewas delivered 8/31/The Customer’s extended warranty is through a thirdparty provider of service, GuardianThe merchandise is outside of the one (1)year limited manufacturing warranty, it expired on 8/31/No issuesreported during this timeframeAccording to our findings through Guardian, Customer statedhe had been experiencing issues with his recliner since the first ofJanuary He did not file a claim until 4/28/ Well outside of the day requirementHeunderstood that he was out of time frame to report damage and in a good faitheffort to assist Guardian offered a courtesy service attempt however if partswere needed they would not be able to proceedAccording to Guardian, Customer declined the offerWaiver available uponrequestIn the genuine interest of Customer service, we will reach out andattempt to trouble shoot the issue and provide part at no cost if determined apart is neededWe hope to connect soon and provide a satisfactory outcome forour CustomerBest regards, Joyce [redacted] , Customer Care Operations Manager

The RoomPlace extends our sincere apology for the delay in obtaining the partAlthough not the norm, at times, and despite best intentions, there are unforeseen circumstances which result in delays however, every effort is made to expedite the deliveryOur records indicate the part has been shippedTracking number is [redacted] We appreciate our Customer’s understanding and are truly sorry for the delayWith much respect and gratitude, The RoomPlace, Customer Care

The RoomPlace apologizes for our valued Customer’s perceptionThe order was delivered on 4/18/Customer’s method of payment was with a third party provider, Comenity bank.The RoomPlace has no access to the Customer’s account due to privacy reasons and shows no contact until the receipt of this complaint We can only assume Customer has been in contact with the bank as it relates to the accountIf Customer wishes to provide us a copy of the letter she is referring to, we will be happy to reach out to the issuing bank and inquire on her behalfWe look forward to hearing back soon and assisting where possibleBest regards, Joyce Solomon, Customer Care Operations Manager

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 useThis warranty shall apply only if you and the affected item is in our service areaIf 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 itemIf the item chosen is of greater value than the one being replaced, the Customer will be charged the differenceThe 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 1/25/To date, we show no issues reported on file by CustomerWe will reach out in hopes of better understanding the concern, obtain pictures and see how we can assist in the genuine inters of Customer serviceBest regards, [redacted] Customer Care Operations Manager

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me However, I am still upset with the way things were handled and hope that future clients don't have to go through what I had to go through in order to get what should have been a simple matter resolved Regards, [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 useThis warranty shall apply only if you and the affected item is in our service areaIf 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 itemIf the item chosen is of greater value than the one being replaced, the Customer will be charged the differenceThe 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/Customer contacted us outside of the one year warranty and a service technician was sent to attempt repairs in the genuine interest of Customer serviceRegrettably, 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 warrantyThe 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 yetWe hope to hear back within the next business days and look forward to providing our Customer with what we hope will be a favorable outcomeWith much respect and gratitude, The RoomPlace, Customer Care Team