The Roomplace

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

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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. While this entire experience with The Room Place was horrendous, the only satisfactory element was Melissa E[redacted] from the Illinois office. She was instrumental in keeping The Room Place out of criminal/civil litigation. Other than her, the manner in which The Room Place conducts business is suspect at best. I'm just happy to be done with this nightmare of an experience and am confident I will never set foot in a one of your stores again.   
Regards,
[redacted]

The check was processed by The RoomPlace on behalf of the Carrier due to the delay. Please confirm receipt. Best regards, The RoomPlace, Customer Care Team.

The RoomPlace was dishearten to learn of our Customer’s experience. The Store management team has reached out to the Customer,...

extended a genuine apology for the misunderstanding and will adjust her account accordingly as it relates to the Delivery fee. Very grateful to our Customer for her understanding and business. Best regards, [redacted], Customer Care Operations Manager.

The RoomPlace was disheartened to learn of our Customer’s concern and extend our genuine apology for any delay and confusion. After a thorough review of the Customer’s purchase we learned that the headboard was sold “stand alone” which did not include the post, rails and footboard. The Customer is...

scheduled for a delivery and The RoomPlace has included the post at no charge for our valued Customer. In addition, we are waiving the delivery fee. Our sincere apology once again and much appreciate to our Customer for her understanding. With my respect and gratitude, The RoomPlace Customer Care

Our apology for the delay in response. We do not show receipt of the original...

complaint.
 
The RoomPlace was disheartened to learn of our Customer’s concern and apologize for such a perception.  The merchandise was delivered on 1/31/2015. 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 Customer called on 1/14/16 to report arm broken, under the manufacturing warranty guidelines, a service technician visited the Customer’s home on 1/19/16 to inspect and repair the item. His findings indicate that the arm was not broken however, the mechanism is not working. A new mechanism has been ordered from vendor, upon receipt, we will dispatch service to install at no cost to the Customer.
We look forward to a prompt and satisfactory resolution for our valued Customer. if we can be of further service, please let us know. Best regards, [redacted] Customer Care Operations Manager

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 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 saddened to learn of our Customer’s concern and apologize for the perception. Our records indicate Customer requested the cancelations of items in...

question however, in light of what we are learning through the Revdex.com complaint, we will reach out to the Customer to determine next steps in assisting her with a prompt and what we hope favorable resolution.  With much gratitude and respect, The RoomPlace Customer Care Team.

The RoomPlace extends our sincere apology for not meeting our Customer’s expectations. A member of our management team will...

contact Customer to resolve her concerns promptly and to her full satisfaction. We appreciate and value our Customer’s feedback as we continue to evolve in our service levels to serve our loyal Customers. With much respect and gratitude, The RoomPlace Customer Care Team

The RoomPlace was disheartened to learn of our Customer’s concern and apologize if at any point we did not meet her expectations despite the most genuine of attempts. In...

reviewing the Customer’s history, we see a sale, exchange and a return. There is no pending credit that we are aware of, all transactions processed and posted. Regrettably, we are not sure what accumulated interest the Customer is referring to however, are happy to review any statements she may be able to provide for further clarity and assistance. Please forward via the Revdex.com site to expedite the process and resolution. Upon receipt, we will conduct a thorough review and report back findings and action if any to be taken as a result. We look forward to a prompt resolution for our valued Customer.  With much respect and gratitude, The RoomPlace, Customer Care.

Initial Business Response /* (1000, 5, 2015/07/25) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
The RoomPlace extends our sincere apology for our Customer's experience. At times and despite best efforts on mutual parts due to unforeseen circumstances, there will be...

hiccups in the road but we stand committed to a prompt and favorable outcome for our valued Customer. Our records indicate that the assembly of the bed was completed on Tuesday 07/21/15. The RoomPlace will be happy to honor the original offer to refund the delivery charges to our valued Customer, and in closing extends our sincere apology if at any point we did not meet our Customer's expectation as it related to her purchase and delivery experience, we truly are dedicated to serving all of our Customers exceptionally and are disheartened to learn otherwise. All Customer feedback is extremely valued and important to us as we continue to evolve or service levels for our loyal Customers.
With much gratitude,
[redacted]
Customer Care Operations Manager.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is accurate that the bedroom set was delivered on 7/21/15. However, the hardware was not included and another delivery person had to come out. He arrived within one hour with the hardware, but he called the company to inform them that he did not know how to assemble the bed. I spoke to [redacted] in delivery who agreed to send someone else. The third person came later that evening to assemble the bed. Once assembled, I noticed that at least three of the corners of the headboard were damaged. The delivery person painted over the corners but the wood itself was damaged. I have already set up delivery of a new headboard.
The original offer to refund the delivery charges was due to the issue with the driver no showing up at the correct time on 7/9/15. There have been a number of issues since then. On 7/14/15, the delivery only included everything except the bed. I had to call to find out why and was told that it was damaged while the delivery men were bringing it out of the warehouse. I communicated with [redacted] who apologized for this situation not being communicated to me properly. There was not another bed in stock and I had to wait until 7/21/15 for a new bed to be delivered. This is when the situation that I described above happened. I emailed pictures to [redacted] and someone called to set up delivery for a new bed. Unfortunately, they couldn't delivery until 8/1/15 and I won't be available until 8/11/15. I would think that with all of the subsequent issues, more would be done than refunding the delivery fees. I will not accept only the original offer when so many other issues have occurred. If not, I will expect a full refund.
Final Business Response /* (4000, 11, 2015/08/10) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
The RoomPlace again extends our sincere apology for our Customer's experience, and apologize if our Customer was not satisfied with what we thought was a favorable outcome to their recent claim. In the genuine interest of Customer service, we will be delighted to extend an additional offer to our Customer for an in-store credit of $100 which may use towards future purchases, good for one (1) year. We would like to thank our Customer for her business and look forward to serving her for many years to come.
Respectfully yours,
[redacted], Customer Care Operations Manager

Our most genuine apologies for not meeting our value Customer’s expectation and our own historic standards. Despite best efforts on mutual parts, regrettably, we have encountered some challenges. I am personally working with our valued Customer towards the successful resolution. With much...

gratitude and respect, Jasmine S[redacted], Vice President, Customer Care Center

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.

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

perception.  For a period of one (1) year following the date of original delivery or pick-up, The RoomPlace warrants to the original purchaser that merchandise will be free from defects in materials and workmanship under normal use. This warranty shall apply only if you and the affected item is in our service area. If The RoomPlace determines that merchandise is defective, The RoomPlace will repair or replace, at its discretion, the affected item only (not the set, suite or collection). If the affected item cannot be repaired or replaced, as determined by The RoomPlace, the Customer can select a new item of equal or lesser value to the original purchase price of the defective item. If the item chosen is of greater value than the one being replaced, the Customer will be charged the difference. The reselection period is not to exceed seven (7) days following The RoomPlace’s determination of the claim.  Our records indicate that the merchandise in questions was delivered June 1, 2015. Customer did contact us in October of this year to file a claim however indicated the merchandise is now in TN. We were unable to send service or open a claim as TN is not in our service area however, did ask for pictures of the damages so further review. To date, no photos received. Please submit pictures via the Revdex.com site for further consideration. With much respect, [redacted] Customer Care Operations Manager.

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 12/4/2015. Service was dispatched under the warranty, arm lose, flat and gap between cushions and back in April of 2016. The Technician inspected and concluded that the item is not damaged nor defective, this is a preference of comfort and appearance however did find the arm was a bit lose. According to the technician, the Customer did not have time for him to tighten / adjust the arm on this call.  Technician returned in May and repairs completed successful. Based on the independent technicians report and the photos, we do not see a defect in material and or workmanship however in an effort to maintain our historic level of Customer service, are happy to review photos which can be uploaded via the Revdex.com site to determine if there is a possibility there may be a new development or something omitted from the initial service calls. We look forward to receive the photos and details of the damage on each item for further consideration and successful resolution for our valued Customer. Best regards, [redacted] The RoomPlace, Customer Care Team.

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

perception.  The merchandise was delivered on 4/1/2014. Our records indicate no claims or concerns reported during the one year limited manufacturing warranty on any of the items. The Customer does have the extended protection plan through a third party provider Guardian. I have contacted the Customer and he sent me the photos of the damage. We are following up with Guardian as it relates to the claim status and will update our Customer with what we hope will be a favorable outcome to his concern. Best regards, Jasmine [redacted], VP of Customer Care.

The RoomPlace was disheartened to learn of our Customer’s concern and perception. I have been in contact with our Customer and together...

we are working towards a resolution we hope will meet with our Customer’s satisfaction. With gratitude, [redacted] VP, Customer Care Center

Complaint: [redacted]
I am rejecting this response because:
While we did hear from the Roomplace our situation has not yet been resolved so I must reject this response.
 
Sincerely,
[redacted]