The Roomplace

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.

Our sincere apology, if there was any misunderstanding, the September visit was for the [redacted]. The report did not indicate any structural defect and or spring breakage.
The cushion ordered is for the Milo Gray Chaise. We are happy to dispatch service to re-evaluate the findings and repair under the manufacturing warranty.
Please let us know which date works best, Tuesday through Saturday (closed for the Holidays). With much gratitude, [redacted] Customer Care Operations Manager.
Tell us why here...

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.

The RoomPlace extends our sincere apology to our valued Customer for the delay in delivering the chairs. Our records indicate a message...

was left for our Customer on 7/14/16 as it relates to the chairs. Regrettably and despite most genuine intentions, at times, although not the norm, due to unforeseen circumstance, there may be a delay however every effort is made to inform our Customers promptly. The delivery is completed and The RoomPlace in the genuine interest of Customer service and appreciation will send our valued Customer a Gift Card valid for a period of one year from date of issuance to The RoomPlace redeemable on future purchases. With much respect and gratitude, The RoomPlace Customer Care Team.

The RoomPlace was disheartened to learn about our Customer’s perception and are sorry to hear of the damages. The merchandise was delivered on 1/22/13. Our records indicate the following contact and action taken during the one year limited manufacturing warranty. On 11/16/13; Customer called...

stating that the all of the chairs are wobbly. Service technician was dispatched and reported all 6 chairs are loose with broken stretchers. The customer refused repairs at the time however accepted installations of new stretchers on 02/01/14.   No other contact until the receipt of this complaint. The Customer did purchase an accidental protection plan  with a third party provider of service, Guardian. The certificate of coverage and plan exclusions are provided at time of purchase. In addition,  Guardian emails the same to the Customer upon registration.  We will be happy to review photos and damages of each item in question and reach out to Guardian on behalf of our mutual Customer to inquire on claim(s). We ask our Customer to please submit photos to us of each damaged item for further assistance. Look forward to hearing back soon. With much respect and gratitude, Joyce S[redacted], Customer Care Operations Manager.

Initial Business Response /* (1000, 5, 2015/07/13) */
Our apology however, we are unable to locate an order for the Customer fitting this scenario. We do not show a delivery going to the Customer.
In an effort to further investigate, we are in need of a sale order number and or name on the...

order and delivery address. We look forward to hearing back soon and assisting with a resolution. With respect and gratitude, [redacted], Customer Care Operations Manager
Initial Consumer Rebuttal /* (3000, 7, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
our address is [redacted] e madison st. lombard il XXXXX
phone number under account is XXX-XXX-XXXX, account is under [redacted] or [redacted].
Final Consumer Response /* (4200, 13, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
once again I will explain.. we took off work for the first delivery date it was damamged we said we could not take off work anymore we would need it delivered in the evening after 430 they said yes not a problem then the day before they called and said between 1-3pm we said no we needed it done after 430 I called and talked to the manager his reslution was cancel our order completely and not help us get a later delivery. of course when they called at 349 we werent home we told them we wouldnt be. I again took off work that next monday for the delivery and guess what it came at 530 so I didnt even need to take off work. the manager wanted to cancel a 2500 order over delivery...worst manager ever. we next weekend went and spent another 2k on furnature...wort customer service ever...$50 wont even cover the delivery we paid and for the day off work we took off
Final Business Response /* (4000, 11, 2015/07/29) */
Thank you for providing the information. We have located the order and show the sofa was refused due to damage initially, rescheduled for delivery on 07/01/15. The time frame was confirmed for 3-6pm with Customer by the delivery service. The drivers called in at 3:49pm and indicated no one was home for the delivery. Customer called at 4:39pm and rescheduled delivery for Monday 07/06. On the day of delivery (07/06/15) the delivery team called to inform us that the cuddler chaise did not fit in the home / room and were bringing it back. Customer kept the sofa and went back to the store on 07/11 and re-selected to a loveseat that was delivered 07/18/15. We apologize for the damage upon original delivery to our valued Customer. We will be delighted to offer a $50 Gift Card to The RoomPlace valid for a period of one year from date of issue upon Customer's acceptance of our offer. With respect and gratitude, [redacted], Customer Care Operations Manager

The credit for the merchandise returned has been issued. Our records indicate that a check was sent by [redacted] bank to Customer direct in the amount of $136.01. Checks in the amount of $161.63 and $213.98 mailed to the Customer from the RoomPlace. This is a total of $511.62, which was the amount of the Gift Card used on the purchase. A statement reflecting credits on the Customer’s account is forthcoming which reflects credit separate from the checks issued to refund the Gift Card amount of $511.62.The in-home damage claim is pending with the Carrier who will be reaching out to the Customer direct if they have not connected as of yet. We extend our sincere apology for not meeting our valued Customer’s expectations despite most genuine of intentions. With much gratitude and respect, The RoomPlace, Customer Care

Our genuine apology if there is any misunderstanding, The RoomPlace sent the generic rails for the Customer to use in the interim as the rails that are associated with the bed are not in stock and are currently scheduled for 8/10/16. With much respect and gratitude, The RoomPlace Customer Care Team.

Our sincere apology for the perception, we would really like to help.
Not sure who the Customer may have been working with however, The Corporate Customer Care Dept. does not have any documented issues or concerns as it relates to the recent issue at hand. Please forward the information as originally requested via the Revdex.com site and we will be happy to assist in any way we can. We are so sorry but there is nothing on file that allows us to pursue this matter further. Kindly supply us with the requested information so we may explore options to assist. 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.
I do not accept this as an acceptable offer per my request. I was not given a credit because I should never have been charged a single penny from this company. I do not have a single piece of furniture in my house from this order. I paid over $500 down as the down payment in form of a gift card from my parents past purchase that fell apart. Yes, my account was credited and I show a credit of $136.01, however, that is not equivalent to the over $500 down payment made with the gift card.  I was supposed to receive a refund of $399.97 only after all my furniture was delivered. It was supposed to be compensated for my time. I never received my entire order at all. I should not owe this company a penny and I should be refunded my entire down payment as well as have a clear credit card statement. I have attached a copy of my credit card statement to show they did not refund the entire amount I was initially charged and then I was refunded an additional $349.99. I have no clue why I wasn’t not initially refunded the entire amount I was charge. As you can see in the attached document, the refund and the initial charge are not the same. This whole experience has been a mess, headache,  and lie after lie. I would be more than happy to scan and send a copy of my original invoice. I have been cheated considerably by this company. Also, there is damage to my house from their hired delivery company that was not submitted for a claim and is yet to be fixed.   Therefore, I do not accept the proposal as I am not given back a full refund for this order.
Regards,
[redacted]

The RoomPlace was sadden to learn of our Customer’s perception and concern. The refund for $306.26 is in process. We apology if at any...

point we did not meet our valued Customer’s expectations despite the most genuine of attempts.
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], and find that this resolution is satisfactory to me.
Sincerely,
[redacted] 
The Room Place has given me a new couch

The RoomPlace was disheartened to learn of our Customer’s perception. We take great pride in serving our Customers exceptional and were...

mystified by the allegation. We record all incoming calls for training and coaching purposes and although our findings were not conclusive, we do value our Customer’s view and apologize if at any point we did not meet his expectations despite the most genuine of intentions. Customer will be issued his delivery fee, credit will go back on original credit card used at time of payment. With much gratitude, The RoomPlace Customer Care Team.

I bought some furniture and the sales person offered me additional insurance on my purchase. She said that if the insurance was not used within the 5 year period I would receive the money back. Sounded really and I did not have to use the insurance within that 5 year period. I was expecting my refund instead I received a store credit but in order to use the store credit I now have to spend and additional 499.99 to spend it.
This is not what was promised to me. This is really bad practice for them to offer a refund and they send customers store credits with the stipulation of having to spend more at they're store. Is this even legal? Why should a customer spend more and not just receive the money owed or even a store credit without and additional purchase. I think this is very wrong to tell a customer they would get they're money back and be deceived in the process. I am a very dissatisfied customer and I should have gotten my monies back and if it was a store credit I should be able to use it on a purchase of my choice and not be force to spend an additional 499.99 to get it. I think this a very bad policy for customers to be offered. I have no solution to this problem just very unhappy with this practice.

Initial Business Response /* (1000, 5, 2015/09/09) */
The RoomPlace was disheartened to learn of our Customer's perception. The mattress Customer selected was a floor sample, sold "as is", with no returns or refunds as illustrated on the Sales receipt (available upon request) and...

communicated at time of purchase. Customer contacted the store to request a return as she was not satisfy with the comfort of the mattress. Regardless of the mattress being bought "as is", the General Manager in good faith, offered a reselection on the mattress as a one-time voluntary accommodation in the genuine interest of Customer service. The mattress was returned on 8/25/15, Customer elected not to reselect as agreed upon and a refund for full amount of the mattress was refunded. There are no records indicating a dissatisfaction with any other merchandise. Upon learning of the concern from this compliant, I personally reached out. Based on what Customer was explaining, although not a defect, we agreed to send the driver team out on 9/4/15 with extra slats and support legs to ensure bed is set up properly. Customer was not home day of appointment, it was rescheduled by Customer for 9/8/15 however she was not available on this date either. We will make one last attempt, currently set up for 9/14/15. Regrettably, and despite best efforts, we will not be able to accommodate any more date changes. We look forward to concluding this matter to our Customer's full satisfaction on 9/14/15. Best regards, [redacted], Customer Care Operations Manager
Initial Consumer Rebuttal /* (3000, 7, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The information is inaccurate but I am thankful I received a refund for the mattress. I hope my experience in the future will be more pleasant and professional.
Final Consumer Response /* (2000, 8, 2015/09/11) */

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 question was delivered March 26, 2015. Customer contacted us in April of 2016 and reported the headrest  loose. We dispatched service under the manufacturing warranty on April 29, 2016 and learned that the headrest hinges are broken. This is not considered a defect in material and or workmanship under the warranty guidelines and normal use however, and in the genuine interest of Customer service, we ordered the hinges and committed to sending a technician to install upon receipt. Our records indicate the hinges were sent to the Customer in August. We contacted the Customer to confirm receipt and schedule a service appointment to install however, the Customer is out of town and indicated she will contact us upon return. With much gratitude, 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]

I have been a customer of the Room Place for almost 20 years...and on July of 2014, I purchased a floor lamp and two months ago, I attempted to change the light bulb and the entire light bulb fixture fell apart. The lamp has never been damaged while in my presence. I believe that this item was defected and when I called the store to inform them about the defect they offered no help whatsoever...I am very dissatisfied with the Room Place. I do not ever intend on purchasing furniture from them again and I plan on telling my family and friends not to purchase anything from them also.

Initial Business Response /* (1000, 5, 2014/10/04) */
In response to this complaint, we apologize if our Customer was not satisfied with what we thought was a favorable outcome to her claim. 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 items 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. The Customer contacted The RoomPlace on 3/25/14 and indicated there were concerns with the dresser. We dispatched service to inspect and repair the concern under the limited manufacturing warranty on 03/27/14. The service technician determined that the damage was not repairable. As such, we informed the Customer of the reselection credit and timeframe (not to exceed seven days). No further contact from the Customer until 9/29/14. At which time we informed Customer that the reselection period has long expired however in the genuine interest of Customer service, we are voluntarily extending to 10/15/14. In addition, we are exploring one last opportunity in locating the part to repair. This offer will expire on 10/16/14 and no other exceptions will be available. Best regards, [redacted] Customer Care Operations Manager
Initial Consumer Rebuttal /* (3000, 7, 2014/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Though I appreciate that they're willing to give me another dresser for the same value, and or trade and pay the difference my issue is that I went the last time to look at some dressers there wasnt any in the value of the dresser I have now, they were way more expensive, thats why I didnt end up getting another dresser the last time. I called this last time around because I saw that they were having a sale and I was hoping that I can get another dresser without having to put any money towards it, not to give a sad story but I don't have any spare money to add towards another dresser, I had this particular bedroom set in layaway for a long time it took me a while to pay it off
Final Business Response /* (4000, 12, 2014/10/14) */
Great news, We are delighted to report Customer received her delivery today and is very pleased with the outcome. We believe the matter has been resolved to her full satisfaction based on our conversation. Best regards, [redacted] Vice President, Customer Care Center

The RoomPlace extends our sincere apology for the delay in correct the billing error. I 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 plan. With much respect and gratitude, Jasmine S[redacted],...

VP, Customer Care