The Roomplace

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  We have  also received a phone call from the room place. It has been decided that they will refund our money and pick up the furniture.   The furniture was picked up on July 5. We are now waiting for a refund check before we close this case as resolved.
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.Resolution not complete at this point.  Parts were shipped to incorrect address. Repair 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 scheduling miscommunication. This certainly was not the intention and we understand the inconvenience this has caused our  valued Customer. In good faith, we refunded the delivery fee and completed the delivery  on Monday morning. Upon...

learning of the concern, our General Manager of the store location,  reached out to our Customer and extended his genuine apology, followed upon on the delivery completion and commitment to personally work with our Customer in the future. It is our understanding that the delivery was completed to our Customer’s satisfaction and that our valued Customer expressed appreciation for the follow up call and apology from our General Manager. With much respect and gratitude,[redacted], Vice President, Customer Care Center.

The RoomPlace apologizes for our valued Customer’s perception. The order was delivered on 4/18/15. 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 account. If 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 behalf. We look forward to hearing back soon and assisting where possible. Best regards, Joyce Solomon, Customer Care Operations Manager

Our sincere apology for any confusion. The delivery was completed as scheduled. The Service technician was there to inspect the in-home damage, this is pending with the Carrier. The RoomPalce in the genuine interest of Customer service is sending our valued Customer a Gift Card, redeemable at any one of our locations, valid for a period of one year, with no exclusion. With much respect and gratitude, The RoomPlace, Customer Car

The RoomPlace extends our genuine apology and is very sadden by the perception.
...

Our records indicate several unsuccessful attempts by Carrier (and The RoomPlace) to connect with the Customer as it relates to delivery damage allegations.
Upon receipt of the complaint, the Carrier did reach out to the Customer and is telling us the pictures were received and a Check mailed to fulfill the in-home damage commitment.
We regret the delay in concluding this matter for our mutual Customer however, are appreciative of all (Revdex.com, Carrier and Customer) for the prompt and successful resolution as a result of recent complaint. If we can be on any further assistance, please reach out to us. With respect and gratitude, The RoomPlace Customer Care Team.

The RoomPlace was disheartened to learn of our Customer’s perception.  The merchandise was delivered on 10/7/2013....

Customer elected to purchase an extended protection plan through a third party provider of service, [redacted]  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 [redacted] the Customer is sent a Certificate of Coverage by [redacted] via email or [redacted] if no email is provided.

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.
In researching the claim through [redacted] we have learned that the Customer contacted [redacted] on 10/19/15 to file the claim on the broken arm, and indicated that the damage occurred on 8/19/15. Due to the fact that the damage was not reported within 30 days of occurrence, as required and stated in the Certificate of Coverage, the claim was denied. The RoomPlace is unable to overturn a claim denied by a third party provider of service which was not eligible for processing however, in an attempt to continue of historically high level of Customer service and as a one-time voluntary accommodation, provided the Customer can bring the item to our Distribution Center in Woodridge, IL., we will attempt to make the repairs to the arm. Regretfully and despite the most genuine of intentions, we are not able to guarantee outcome of the repair as we do not know the extent of the damage. If Customer would like to proceed, we ask that she respond via the Revdex.com by date of required response. We look forward to hearing back soon and assisting in the genuine interest 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.
The nightmare continues. After speaking to a representative of the RoomPlace, I confirmed the delivery of my mattress for June 7th. Earlier today (6/6/2017) I received a text message saying the delivery has been pushed back to June 9th!!! This is a breach of contract and wholly unacceptable as I have guests coming into town on June 7th. Those plans were made based upon the verbal CONFIRMATION of the delivery. As to the original complaint, I spoke to a member of the RoomPlace team while AT the store detailing the damage done to my house, but in the business's response, they claim there was no mention of damage within the 3-day period. Their claim is simply not true and is a bold lie. This behavior can be considered criminal. I have no confidence I will receive the goods for which I have already PAID.  
Regards,
[redacted]

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

perception.  The merchandise was delivered on 5/9/2014. Our records indicate no claims or concerns reported during the one year limited manufacturing warranty on any of the items. Upon receipt of the complaint, we learned a claim was filed with the third party provider of the extended protection plan, Guardian. We have reached out to Guardian to inquire on the claim status as we do not administer claims on behalf of third party providers of service. In the meantime, it would be beneficial if our Customer can forward the photos of the damaged items. We look forward to receiving the information requested and exploring options in assisting our valued Customer. 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.Misrepresentation on behalf of the sales associate with the roomplace makes this contract voidable on my end. Because I received false information, whether it was intentionally or not, I agreed to terms, I would not have typically agreed to, placing me into a contract under false pretenses. The sales associate who revealed this faulty information terms should either be honored, to enforce the contract,  or made voidable and all products shall be returned, along with the terms of the contract being completely terminated. With help from legal counsel,  if necessary, this can and will be resolved due to a violation of contract law taking place, or once again the terms the incompetent sales representative falsely delivered should be honored. 
Regards,[redacted]

Initial Business Response /* (1000, 5, 2015/03/10) */
The RoomPlace is truly disheartened to learn of our Customer's perception. In regards to the concerns reported on the queen mattress, the original delivery date was 08/16/2005. It was confirmed upon the inspection, 10/23/2013 that the...

mattress did not have a defect. The depression was not an 1 1/2 or above which is what is considered a defect. In addition, the inspection confirmed that the mattress has visible stains (photos available upon request). Our Customer was contacted and advised that we would not be able to proceed with the claim as the mattress was determined within manufacturer specification and that the warranty was in fact voided as a result of the stain. The twin mattress was original delivered on 10/19/2013. Technician was dispatched to inspect mattress upon Customer's request on 02/05/2015. The results of the inspection confirmed that the mattress meet the manufacturer's specification. The depression is not at an 1 1/2 .
The warranty does not apply to:
Firmness preference of the product.
Normal body impression(s) of 1 1/2 inches or less in all sleeping areas.
Bed Height
Cover (fabric)
Bent border wires
Burns, stains or soils
Mattress not used with a Simmons or other firm, supportive rigid non-yielding foundation (full, full extra-long, queen, Simmons Olympic queen, and king size must have sufficient center support)
Merchandise sold "as is" "distressed" or "floor model"
Transportation, inspection or removal costs of product. Simmons product that has a manufacturing defect and is stained or soiled. For health and safety reasons, Simmons may not be able to inspect these products to assess whether covered by the warranty, in which case, Simmons reserves the right to deny warranty coverage.*
The RoomPlace is a reputable business and we take great pride in serving our valued Customers exceptionally. We appreciate their business, however we are unable to meet our Customer's expectations and offer a replacement of either mattress as they don't qualify under the manufacturer's warranty . We will however be happy to dispatch service out on the queen mattress provided the Customer can confirm that the stain is removed and provide the original sales receipt. Should the inspection confirm the stain is removed and the depression is at 1 1/2 or above , we will honor the replacement. The mattress has to be in the same condition with no burns, stains or soils upon delivery team pickup. As it relates to the twin mattress, since the inspection was just completed on 2/5/15, we will be happy to send a technician out to reevaluate the depression 60 days from last inspection date. Same would apply as it relates to burns, stains or soils. We look forward to hearing back from our valued Customer and concluding this matter to what we hope will be favorable. With much respect and gratitude, [redacted], Vice President, Customer Care Center
Initial Consumer Rebuttal /* (3000, 7, 2015/03/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Complaint ID#: XXXXXXXX
Business Name: TheRoom place

As for the queen mattress I don't have the original invoice. It's been 10 years.
I wasn'table to obtain it through The Room Place.I spoke to [redacted] at Algonquin IL store.
But, they do have it in the records that the purchase was made for the queen and twin mattresses.

At the time of purchase I was told By the salesperson that if I bought the cover to protect the mattress it would have a 10 year warranty.
And that if it loses firmness or becomes deformed Room Place will replace it. I was never told or provided with any brochuresspecifying theexclusion for the warranty. Nor did it mention any details about stains or the deepness requirement to me from the warranty. I don't think the stain should be an issue, because the mattress is VISIBLE DEFORMED & SUNK.
I cleaned the queen mattress but it was impossible to have the stains removed because it is a
10 yr stain.

As for the twin mattress my Dad was told to keep calling and have a technician over again because it only needs a 1/2 inch more.
My question is why should anybody sleep on a damaged mattress? Just because 1/2 inch.

Is NOT about firmness preference . The problem is that when you lay to sleep on the bed makes a sound as if it going to break at any moment, as it the springs are broken or loose.

The twin mattress continues to get increasingly worse. I called a technician who visited and was rejected my claim to honor the warranty..
My hope is that you will honor your commitment to replace the mattress as the warranty states.
I have been a loyal customer and purchased 1 queen mattress , 3 twin mattress
1 full mattress , 1 living room set, 1 bunk beds, 1 bed headboard, 1 dresser, 3 set of living room tables, 2 bedroom end tables and lamps from your store. I am a consistent customer, I feel I been treated unjustly. I expect this to be resolve and that you will honor your commitment.
Final Business Response /* (4000, 9, 2015/03/30) */
The RoomPlace appreciates our Customer's loyalty and as such will make every effort to assist with what we hope will be a favorable outcome for our valued Customer. I have reviewed the warranties associated with the mattress purchases with our Customer and will personally work with her towards a resolution. With much respect and gratitude, [redacted], Vice President, Customer Care Center.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me.  The check came in the mail today. This matter is finally resolved the best it can be.
Regards,
[redacted]

The RoomPlace was saddened to learn of our Customer’s concern and alarmed by the allegation. We 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 105 year history. This type of behavior is not tolerated and...

would never be condoned. We stand committed to our Customers and extend our genuine apology when we don’t meet their expectations despite our best intentions. Regrettably, the merchandise albeit infrequent has been delayed. All efforts are made to expedite the deliveries promptly for our Customers and keep them informed of any updates. Understanding the Customer is unable to wait, the order was canceled. The Customer’s order was not delivered therefore there is no charge to refund. this was only an authorization on the account and it will expire on 7/27/17. 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 know. With much respect and gratitude, The  RoomPlace, Customer Care

The RoomPlace extends our sincere apology toour valued Customer for her experience and perception.The delivery is scheduled for today andCustomer was gracious enough to send me an email confirming full satisfaction.With much respect and gratitude, Jasmine S[redacted], Vice President of Customer Care

The RoomPlace extends...

our genuine apology for
the delay. The Customer was given an estimated date based on most up to date
transit information on an item not in stock at time of purchase. Although very infrequent,
 at times and despite best intentions,
there are unforeseen circumstances that may result in a delay however, Customer
is kept informed while all efforts are taken to expedite the delivery. Customer
indicated she is not willing to reselect to an item in stock nor does she want
to cancel the order and will wait for the sofa originally reselected. Again, we
are truly sorry for the delay and will do our very best to complete the delivery
for our valued Customer timely. 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. 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 the product was delivered on 9/15/2014 and a seat core was ordered as a result of the service call. The service call to install the new core with springs is scheduled for 01/02/2016. Our apology if there was any misunderstanding but the concern is being addressed. With much gratitude, [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 11/23/15. Service technician confirmed that the control box was defective. Parts have been ordered however, eta is not confirmed as of yet. In the genuine interest of Customer service, we will do a one-time voluntary exchange of the item and bypass the parts replacement. Any future claims will follow the warranty guidelines and no other exception will apply. We trust this resolution will meet with our valued Customer’s full satisfaction. Best regards, [redacted], Customer Care Operations Manager.

The RoomPlace was disheartened to learn of our Customers perception and apologize if at point we failed to meet her expectation despite the most genuine of intentions.
Our records indicate the Customer placed her order online on 9/2/15 and paid $953.16 (credit card) and $2,000 (the RoomPlace...

credit card).
The sale from September, 2015, delivered equates to $2,200.52 of which $ 755.34 was returned (Sofa did not fit and Customer did not like the bed), leaving a balance owed for merchandise of $1,445.18. Our records indicate a refund was processed in the amount of $554.82. Customer refused the Sofa at time of delivery. The wood protection was cancelled and refunded. Bed was picked up at a later date, refund processed.
As this order was generated online by Customer, and Customer wanted to reselect on the bed, she would have had to pay for the new product online and an adjustment to the account would have occurred systematically when the new sale and credit memo where completed. Customer stated she was unable to do so and wanted it completed over the phone. Regrettably, due to the system requirements, we are unable to override on orders placed online. We asked the Customer to visit a local store and they would be happy to help. Customer asked us to pick up and refund her for the bed, which we honored. The charges and credits are as follow:
A charge on The RoomPlace for $2,000, a refund for $554.82, equates to $1,445
A charge on the Bank Credit Card of $953.16, a refund for $953.16
Disappointingly, we are unable to make any changes to orders that delivered, the wood protection has been removed and refund processed. If we can help further or answer any remaining questions, please let us know. With much respect and gratitude, J[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. 
Regards,
[redacted]

The RoomPlace was disheartened to learn of our Customer’s perception and apologize for the experience. The account is with [redacted] Bank. Regrettably, due to consumer privacy,  we do not have access to the Customer’s account however, given the fact that the Customer is stating his account was...

paid off with a zero balance, we can only assume this is some sort of an error.  If the Customer can please send us the last statement copy and proof of full payment through the Revdex.com site, upon receipt we will engage [redacted] bank as we are sure they will want to review all the facts and provide a prompt resolution to our mutual Customer. With much respect and gratitude, The RoomPlace Customer Care team.