The Roomplace

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.Please let me know who to contact to setup a date and time to bring the couch in for repair. Also, the couch comes in pieces, so can I just bring the part that needs repair or do I need to bring the entire couch?
Thank you so much for your quick response. I look forward to getting this matter resolved quickly.
Sincerely,
[redacted]

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 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 Customers. As for the Customer’s...

refund, the refund was processed on Wednesday, 07/22/15. Once again, we truly apologize to our Customer for the delay and thank her for her understanding. With much gratitude, Joyce S[redacted], Customer Care Manager

The RoomPlace was disheartened to learn of our Customer’s concern and apologize if at any point we did not meet her expectations despite most genuine of intention.  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 that the merchandise in questions was delivered 8/20/2015. Customer contacted us on 3/31/16 to report the lights on the headboard were not working properly and flickering. The RoomPlace exchanged the headboard for the Customer. No other concerns reported until the receipt of the complaint. We will be happy to review photos of the damage in question to determine eligibility under the warranty. Please submit photos of the items in question for further consideration. With much respect and gratitude, your 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.)

The RoomPlace was very saddened to learn of our Customer’s perception. The merchandise was purchased on July 3, 2016. The Loveseat was delivered on July 26, 2016. Attached is the delivery confirmation for the loveseat. Our records indicate there was a scuff mark per Customer on the loveseat...

however, to date all attempts to exchange and or return have been unsuccessful despite best intentions. We are happy to review the photo of the loveseat to determine if there is any other visible damage considering the duration in the home for further consideration and in hopes of providing a favorable outcome for our valued Customer. Please send photo via the Revdex.com site. Look forward to a prompt and successful resolution for our Customer upon receipt of the requested photos. With much respect and gratitude, The RoomPlace, Customer Care

We purchased complete living room :"floor model" ensemble, including a electric reclining leather sofa, manual leather loveseat, area rug, cocktail table, end table, table lamp, paid an addititonal amount ($1000.00) for a new electric recliner, and purchased (4) new dining chairs. All the furniture we purchased, we also tested at the store location and all furniture was in good working condition. The furniture arrived several days later, completely wrapped/boxed and had the furniture placed on plastic /cardboard into our garage until completion of our remodel. Upon moving the furniture into our home, the electric reclining sofa immediately gave us problems, not smoothly extending and then the support arms themselves collapsed, rendering the unit unusable. Upon contacting the store, we were told the purchase was an "as is" purchase thus we were out of luck, even though when purchased, the set was fully functioning. SO, we accepted that we were taken advantage of and moved on. My husband removed the electronic supports from the sofa and we no longer use as a recliner. The company would not back there product. We now have an issue with the manual loveseat leg supports as well. They are bent, the reclining mechanism no longer functions, and once again, the company states that we purchased "as is" therefore we are stuck with another piece of junk furniture. This is a warning to anyone dealing with this company. We spend nearly $5000.00 with this company and having a set that does not perform what it was purchased to do. They do not back they product nor have they offered us any help to fix the situation. They referred us to their distribution company, who handles part replacement, who stated they do not do business with the roomplace without cash in advance and they only handle lazy boy products. This was not a [redacted] product. Additionally, the manufacturer is not responding to our pleas for help. My husband was in need of reclining furniture due to a broken neck, and obviously, the point of spending this amount of money was completely mute. I would avoid dealing with any company who washes their hands of a sale once it leaves their showroom, floor model or not. We paid for a product which we had hoped would last for years and solve a problem for my disabled husband. This company was just concerned about getting the money and moving on. Stay away from such companies. Your an important customer until your account is paid in full. Wish someone could help us, but it seems as though we have fallen through the cracks. Truly disappointed. Would never recommmend or buy from this company again.

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 4/27/15. Customer contacted us mid-January to express dissatisfaction with the chair and reported electrical failure. Service was dispatched under the warranty, findings indicated no defect in seat cushion however, did report that the massager was not functioning as expected. A new massager was ordered and service went out on to install on 2/19/16. We will gladly explore options in replacing the seat cushion in the genuine interest of Customer service and as a one-time voluntary accommodation. We look forward to hearing back from our valued Customer and concluding this matter to her full satisfaction. Best regards, [redacted], Customer Care Operations Manager

The RoomPlace extends our sincere apology toour valued Customer for his experience. At times and despite best efforts,there are hiccups along the way however we stand committed to a promptresolution for our Customers. I am disheartened to learn of our Customer’sperception and will be reaching out...

personally to better understand the concernsand assist with what I  hope will be a favorable outcome for our valued Customer. With much respect and gratitude,Jasmine S[redacted], Vice President, Customer Care Center

The RoomPlace was disheartened to learn of our Customer’s perception and sincerely apologizes for her experience.  We are a reputable business and 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 check refund request has been submitted to our Accounting office for processing. The refund check normally takes 7 to 10 business days however, we will expedite the process and delivery to limited any further delay for our valued Customer. With much gratitude, The RoomPlacem Customer Care Team

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.
Regards,
[redacted]  So after waiting numerous weeks to receive the bed rails for my bed, they finally sent a delivery. Once I got home to review the package I noticed the box was mangled and it was not even the correct product. They sent me generic bed rails that can be bought anywhere instead of sending me the bed frames that I ordered for my specific bed. I believe this was done deliberately in order to close the Revdex.com case, because before this case was opened they weren't willing to help in any way. At this point I really want my money back, because I seem to be getting no where with them and I don't believe they are going to send my actual order.

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.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted]. I am accepting the response so that I can send the pictures to the Room Place, however, they did not address my problems of what I was having with the "same" piece of furniture since I bought it. This is not a new issue but instead a previous issue they resolved on my other piece of the couch which they fixed and then later replaced, now my chase is doing the same thing where the seam is separating. I bought an extended warranty to help resolve any issues when the manufacturer's warranty was no longer valid however, the extended warranty is useless as I cannot use is for this case because it is not covered for some reason unknown to me. Like I mentioned previously, I have mechanical failure coverage to a non-mechanical couch but seam-separation is not covered. I believe I was incorrectly given the wrong warranty and also a disservice with this faulty couch that has caused me nothing but a headache of troubles since I purchased it. I find it fair to ask for a replacement of a "full" couch that will be of better quality and will not separate at the seams. I also want my warranty changed where everything is covered so no future issues like this occurs.Regards,[redacted]

In response to the Customer's rebuttal, our Customer has confirmed that they received delivery of the merchandise today,  January 19, 2015.  The Customer has reported damage to one of the end tables delivered, and has been advised that an agent from The RoomPlace will contact them in regards to resolving this concern. I have also notified the Customer that an update on their payment date, and the end date of the promotion will be provided to them by the end of the week. We appreciate our Customer providing the attached flyers, however as much as we would love to assist, in fairness to all of our valued and loyal Customers, we are simply unable to meet our Customer's expectations as it relates to exceptions under the promotion guidelines. It is The RoomPlace’s normal practice that promotions are only valid for purchases made during the time of the promotion. I hope our Customer will understand and respect our desire to serve all of our Customers respectfully and equally. We apologize again for the delays and miscommunication; we are committed to seeing this to a satisfactory and successful resolution for our Customer.With much gratitude,[redacted]Customer Care Operations Manager

The new rails have been delivered and installed. The refund is in process for the rails. There was no charge for the delivery and install. Customer should see the credit back on his account within the next 7 business days. With much respect and gratitude, The RoomPlace Customer Care team!

Our apology if there is a misunderstanding. The refund is in full.  It may not be reflected as of yet due to some amounts still in process (method of payments used at point of sale)  however, the refund is in full. The inhome damage claim is in process with the Carrier. We look forward to a prompty conclusion. With much respect and gratiude, The RoomPlace, Customer Care.

Initial Business Response /* (1000, 5, 2015/04/17) */
The RoomPlace was disheartened to learn of our Customer's perception. We extend our sincere apology if at any point we did not serve her well or meet her expectations despite the most of genuine intentions. Our records indicate the order...

was delivered on 10/28/14. Customer called the same day and stated the chair was not a rocker as she had originally thought and was offered the following options: 1) return for a full refund or 2) reselect to a different chair. This offer was valid for seven (7) days from date of delivery. Customer stated she would check with spouse and let us know. We show no other contact at the Customer Care Center until the Customer called to report the power was not working on the chair. We dispatched service and were informed that the control button was needed to repair the issue. We are sorry for the delay and are following up with our vendor to expedite the part order. Customer will be contacted over the next week with an update and upon receipt of the part; we will call her to schedule the installation of the button. We look forward to resolving this matter promptly and to what we hope will be to our Customers satisfaction. Respectfully, [redacted], Customer Care Operations Manager

The RoomPlace extends our sincere apology for the delay. Although very infrequent, at times, due to demand, the date may change. We spoke with our valued Customer and confirmed the delivery date for 6/18. 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 business.. Best regards, The RoomPlace Customer Care team!

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 have not yet been reimbursed for the cost of the rails.
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.
Regards,
[redacted] they did contact me and said that the delivery was guaranteed for the 18th they called the very next day and changed it again