The Roomplace

This is a duplicate complaintPlease see closed complaint ID#***
"Arial","sans-serif"">Please remove one as they are the same issueThe merchandise was delivered on 8/120/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 servicePlease ask Customer to please submit photos via the Revdex.com site for further considerationWith much respect and gratitude, The RoomPlace Customer Care Team

The Carrier’s Manager was at the Customer’s home the morning of 10/20/16 to investigate the issue. Unable to determine the cause, he engaged a service technician  and a HVAC specialist. When the technician tested with a  volt meter, he noticed a transistor had blown which is not part of the thermostat but part of the furnace itself. Regardless the part was ordered at the Carrier’s expense and installed on 10/22/16 and confirmed successfully completed. The refund was processed on 10/12/16. We trust the issue has been resolved to our Customer’s full satisfaction. Best regards, 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.
I don't want to close this case until we have completed everything.  Jasmine was great and says she is going to take care of it.  Just with our experience with this company I am leery about closing the complaint until everything is taken care of. 
Regards,
[redacted]

Revdex.com:
I will accept the $50 gift card, but I am not satisfied. I don't think the room place understands that they did damage to my home and sold me a defective product. Someone is not comprehending what I am trying to say. I have a damaged door and a hole in my wall because of these people on top of a couch I had to have repaired because the seam was not as strong as it should have been.thanks for your help, Revdex.com.
Regards,
[redacted]

It is our understanding that [redacted] is fulfilling the extended warranty under the guidelines of the plan. Customer was offered a store credit in the exact retail amount paid for the sectional. The credit does not include sales tax, delivery and extended warranty. In an effort to stay consistent and serve all of our Customers exceptional, we are unable to meet our Customer’s expectations and waive the delivery fee. The extended warranty and delivery / set up are optional and if elected by Customer, cost cannot be waived.  We do offer Customer Pick Up at our Distribution Center in Woodridge, Illinois, Monday through Saturday.
In the genuine interest of Customer service we are happy to offer a $50 Gift Certificate on account which our valued Customer may use towards any future purchases. We are grateful for the favorable outcome and look forward to serving our Customer for many years to come. Best regards, [redacted]

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.[Provide details of why you are not satisfied with this resolution.]Regards,[redacted]

This is for the Merrillville, Indiana location.

I recently purchased a dinette set at this location. However, I was in limpo of purchasing this because I needed the dinette set sooner than what they could offer so I held out for a while and then decided to proceed with the order.

I went into the office and paid the remaining balance and a set a saturday date for delivery. Here's the issue:

1. When the delivery drivers arrived, they noticed that there were wrong screws so I had two options:

Option A: Have them take the dinette back to the warehouse and re-delivered the next week. Obvioulsy, I don't want to do this since I have to go out of town for business and I wouldn't be home. I planned my entire business trip around this delivery. Waiting longer was not acceptable.

Option B: Go to the hardware store and get the right screws and put them in myself. So this is the only option I'm stuck with. I had to travel to two different stores for the right screws and put them IN MYSELF. Why, do I need to pay for delivery if I'm going to put the set together myself???? I was extremly frustrated. THEN I notice they delivered the wrong chairs.

I called the store and spoke to the GM Amire and he told me "the order was changed 4 different times" thats why they gave me these chairs??? First, I didn't change ANY order and the rude salesman Winard told him I changed it 4 times. I'm sorry, if in fact, I was to change the order it is not my responsibility that I got the wrong chairs.

The GM Amire, argued on the phone with me and at that point I told him I was going to call corporate, go to social media and any outlet to let everyone know they should stay away from this location!! I like the roomplace I've bought many things from here but NOT this location. I will go to another one before I ever come back here. They need to do some house cleaning and get rid of the some people here. Since it was my fault that I received the wrong order.

The RoomPlace was sadden to learn of our Customer’s concern and apologize for such a...

perception.  For a period of one (1) year following the date of original delivery or pick-up, The RoomPlace warrants to the original purchaser that merchandise will be free from defects in materials and workmanship under normal use. This warranty shall apply only if you and the affected item is in our service area. If The RoomPlace determines that merchandise is defective, The RoomPlace will repair or replace, at its discretion, the affected item only (not the set, suite or collection). If the affected item cannot be repaired or replaced, as determined by The RoomPlace, the Customer can select a new item of equal or lesser value to the original purchase price of the defective item. If the item chosen is of greater value than the one being replaced, the Customer will be charged the difference. The reselection period is not to exceed seven (7) days following The RoomPlace’s determination of the claim.  Our records indicate that the merchandise in questions was delivered 2/24/15. The manufacturing warranty expired on 2/24/16. Please note cushions conforming to use is not covered under the manufacturing warranty as this not a defect in material and or workmanship. We show no photo on records as it relates to either sets received from Customer. The RoomPlace, in the genuine interest of Customer service (outside of the warranty guidelines) is happy to order the replacement cushions from the vendor if available. What we show on order currently is only the seat casings, not the cores for the Dayton sofa. Please confirm if this is correct or if the cores are needed instead of the casings. Due to the multiple sets, it would be best if Customer can include a picture via the Revdex.com site of what is exactly needed so we can proceed in promptly assist with a resolution. With much gratitude,  The RoomPlace Customer Care team.

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 Furniture
Accidental Stains caused by any food or beverage normally consumed by humans; mold and mildew stains caused by food or beverage spills; stains caused by human or pet bodily fluids.
Accidental Stains caused by grass, grease, ballpoint pen ink, nail polish, cosmetics, lipstick, crayon, and shoe polish.  Lipstick, crayon and ballpoint pen ink marks totaling more than 6 inches in length are considered preventable and will not be covered.
Accidental rips, cuts, punctures or burns from a single relatable occurrence.
Structural or component failure due to normal residential use that results in the breakage of frames, mechanisms, welds, swivel bases, recliner handles and assembled joints. Includes component mechanical and electrical failures such as defective motors, massagers, vibrating units and heaters. Coverage begins after the manufacturer’s warranty has expired.
We have 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.

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 mattress cover that I was coerced into purchasing to "keep the warranty valid" alone was $139.99 which is more than the offered $100 store credit. The mattress is defective. The stain is from a cup of Pedialyte that our son with Autism spilled while he was sick. The stain is not where the sag is and I am unsure why the stain is an issue anyway. The location of the stain is unrelated to anything that could have caused a sag to this extent in this mattress. Is the mattress going to be repaired and resold? If so, why is it not possible to have the mattress repaired and returned to us?
Regards,
[redacted]

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

In March of 2014, we bought a recliner from the Greenwood, IN location. I had been loking for a recliner and we made a somewhat snap decision. I wanted an electric after having always used traditional recliners. It has been less than 2 years and the chair is stuck in a semi reclined position, will not move. Will never buy from this company again.

My husband purchased the Guardian Warranty on the living set for $199.00. This was sold to him at The Room Place - Maggie as No Use, No Lose policy. She told him if the insurance is not used in 5 years, he would get a $199.00 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 amount. I called this store, they told me to call corporate at 630-[redacted], on 4/18 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 purchased. I haven't recieved anything, this was a waste of money. So sad I really wanted to purchase my 83 year mother in law a recliner.

The RoomPlace was disheartened to learn of Customer’s concern and perception. The merchandisewas delivered 8/31/2011. The Customer’s extended warranty is through a thirdparty provider of service, Guardian. The merchandise is outside of the one (1)year limited manufacturing warranty, it expired on...

8/31/2012. No issuesreported during this timeframe. According 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 4/28/15.  Well outside of the 30 day requirement. Heunderstood 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 proceed. According to Guardian, Customer declined the offer. Waiver available uponrequest. In 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 needed. We hope to connect soon and provide a satisfactory outcome forour Customer. Best regards, Joyce [redacted], Customer Care Operations Manager.

The RoomPlace extends our sincere apology however,
we are unable to locate any order (prior or present) under the name provided.We have reviewed all of our files, online submissions
and find none that correspond with any of the information provided.Please send us any documentation you may have
so...

we can further look into and assist with a resolution to this matter. We look
forward to a prompt conclusion.With much respect and gratitude, Joyce Solomon,
Customer Care Operations Manager

in 2013 , we had purchased Extended Service protection plan through The RoomPlace and were told that it will cover any damages over the 5 year period. We had one repair done in 2014 on our dining room table which involved replacing a leaf of the table and not entire desk. At the time we did not follow up with The RoomPlace to review the claim and how it was written. On 11/23/15 we required a second repair on the same dinning table. When speaking to [redacted], extended service protection provider, we were told that our repair in 2014 satisfied our warranty because the claim authorized replacement of entire dining table. When 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 do. We 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 item. In 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.

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 1/25/2013. To date, we show no issues
reported on file by Customer. We will reach out in hopes of better understanding
the concern, obtain pictures and see how we can assist in the genuine inters of
Customer service. Best regards, [redacted] Customer Care Operations Manager

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. In conversation with Jasmine, I have been informed the contact made through the website and phone calls into call center had no record.  I have requested her to look further into the contact I have made with the sales person, store manager, customer service rep.  I do not feel comfortable in dealing with her and her attempt to make me feel inferior and attempt to devalue me as a consumer as well as my credibility.  I have send photos through into the local store as well as had contact with the communication function in the website.  Apparently communication has been "lost" and burden of proof has been returned to me.  Defects that were undiscovered came to the surface when we needed to move.  I contacted room place three times prior to the moving dead line through the customer service feature on the website, requesting help on how to deal with the defects that I found.  They failed to respond at all.  First contact was made after Revdex.com provided help.  They are denying all responsibility for defects of unseen damage (which was unnoticeable until the furniture was moved)   I maintain my position of complaint and requested action.  I will be involving Consumer Protection in the following day.  
Regards,
[redacted]

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 intentions. We offer a 7 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 customers. Your satisfaction is extremely important to us. If 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 delivery. Please 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 Center. In 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 applied. The 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 5/28 to reschedule however, was unable to leave a voicemail. The delivery is now rescheduled for 6/7/17.   Any visible damage must be reported within 3 days of delivery. Regrettably, there is no report of any in-home damage prior to the Revdex.com compliant. We are happy to review photos of the alleged damage and engage the 3rd party delivery carrier in the process. We ask our Customer to please submit photos via the Revdex.com site for further consideration. The RoomPlace will issue a $50 credit to our valued Customer as it relates to the mattress delivery date delay and again extend our sincere apology. We look forward to receiving the photos of the in-home damage and concluding this matter for our Customer promptly. 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 perception. The merchandise was delivered on April 6, 2016. Customer contacted us January 10, 2017 to request the dust cover under the sofa be replaced as it was accidentally ripped when moved inside...

the home. We are empathetic to our Customer’s issue however, The RoomPlace administers the manufacturing warranty, this type of damage does not fall within the manufacturing guidelines of the warranty. The Customer did elect the extended protection plan through a third party provider, [redacted]. It is our practice to conduct a thorough review at point of sale of the protection plan coverage and exclusions. If elected by Customer a certificate of coverage is provided at point of sale and upon the protection plan registration, [redacted] directly emails the Customer (same email address used in the compliant) the plan coverage and exclusions. Regretfully, we are unable to cancel the Customer’s protection plan on his behalf. The certificate of coverage sent by [redacted] has specific state requirements for cancelations. Please refer to the email received from [redacted] in April of 2016 which was specific to the Customer’s plan for further clarity. We would be happy to ask [redacted] to forward the email in the event Customer cannot locate. In addition and in the genuine interest of Customer service, our offer stands to send the dust cover patch to the Customer direct at no cost in hopes of repairing the rip. We are truly sorry that we are not able to meet our Customer’s expectation despite the most genuine of intention. Look forward to assisting with a prompt conclusion for our valued Customer. With much respect and gratitude, The RoomPlace, Customer Care