The Roomplace

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 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 Room Place’s determination of the claim. Our records indicate that the merchandise in questions was delivered February of 2015. Due to the delay in obtaining the parts, we will gladly honor our Customer’s request for a reselection on the sofa. The reselection period is for 7 days following the notification, upon delivery of the new product, we will pick up the existing sofa. We trust this resolution meets with our Customer’s full satisfaction. With much respect, The RoomPlace Customer Care Team

I have purchased a bed set on Dec 20th 2014 and I was told the delivery date will be on Dec 23rd. at the time of finalizing the purchase they told me the best delivery date will be Dec 27th. we were agree on this date. after two days we received a call that they can not deliver the bed but the rest of the items will be deliver on time and bed delivery will be on Jan 3rd 2015. on Saturday morning before they deliver we received a call that they also can not deliver the Mirror. we asked several time to talk to the store manager (Schaumburg, IL )
but we were told he is not available.
also their sales manager instead of following up with status of our order or giving us a solution, he keep asking to cancel the order (we did not expect this answer as a return customer/VIP customer).
now we told them we want the entire order to deliver at the same time but still we received a call that they want to deliver our purchased desperately.

they should not promise any date if they can not fulfill or keep their promises.
we are looking forward to talk to their corporate office and receive some help from them.

Initial Business Response /* (1000, 5, 2014/12/31) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
The RoomPlace is truly disheartened to learn of our Customer's perception and sincerely apologizes for her experience. The RoomPlace is a reputable business and we take...

great pride in serving our valued Customers exceptionally. At times, and despite best efforts, there may bumps in the road, however they are very limited and all efforts are made to expedite a successful delivery. In order to continue our historically high level of customer service The Roomplace has contacted our Customer and arranged an exchange of the entire bed, as well as offered an alternative solution to resolve the bed slats breaking. The exchange took place December 31, 2014, we confirmed with our Customer that the new bed and the bed frame were installed successfully. We believe the outcome is to the Customer's full satisfaction and want to thank our Customer for her willingness to work through these concerns with us. Best regards,
[redacted]
Customer Care Operations Manager
Initial Consumer Rebuttal /* (3000, 7, 2015/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the fact they did try to correct the problem, but the only thing that I feel was inaccurate about their above statement was when they stated "they exchanged the entire bed". The entire bed was not replaced. I still have the original everything else and just a new metal railing.
Final Business Response /* (4000, 16, 2015/02/09) */
Spoke with Customer, she confirmed service went well and scheduled the box spring for delivery on 2/7/15. Many thanks, [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 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 September 8, 2014 and that the repairs have been completed. Our last contact, 12/22 with the Customer confirms a satisfactory resolution. Best regards, [redacted] Customer Care Operations Manager

I bought lot of furnitures together(Sofa,Love seat,Dining Set, Cofee table, Bedrooom set etc. around 5500$) from the Roomplace store(156 E Golf Rd, Schaumburg,IL). The manager Mr.Dominic [redacted] treated me like a king on that moment. Its been only 4 months, and I got two rips on my sofa, So I called him for the service. Then I noticed his real face. He talked to me very rudely. He told me I supposed to call the customer service not the store. Actually, I called the customer service but they transferred call to the store while I am talking. But what I am thinking, he doesn't need to be rude. To all the customers, if you go there he will treat the customers like king but when we need any service on what we purchased you will see the real face. He will tell and convince to all the customers to take warrenty. I just want to share my pathetic experience to all the people who want to got to roomplace store. I don't want this one to happen to anyone.
Also if you are going to buy any furniture from this store, don't take warranty first of all. Its big cheating. Nothing will cover on that warranty. If you cal them they will find some reason from your mouth to not cover that issue. So be careful my brothers and sisters, stay away from these people. Before you go search all the reviews from other customers from the internet and act.
Now my sofa is a piece of garbage.

The RoomPlace is truly disheartened to learn of our Customer’s perception. According to our records and confirmation from the General Manager of our store, the Customer was advised at the point of purchase that the purchases did not qualify for the TV promotion, or the free merchandise due to being...

purchased as package deals.  The promotional flyer as well as the signage in the showroom reads as follows; Get a free HDTV or free furniture with any purchase starting at $999 or more, excluding tax and delivery, on our individual piece prices. Excludes package pricing. The RoomPlace extends our sincere apply to our Customer if at any point there was a misunderstanding as this was certainly not our intent or that of our Customer. We value and appreciate their business however we are unable to meet the Customer’s expectation’s and issue a free TV or free merchandise as we must remain consistent in our practices for the good of all of our Customers. Best regards, [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 April 27, 2015. Customer contacted us to report defects, service was dispatched on January 9, 2016 and Customer was asked to reselect under the warranty. We trust the resolution is to our Customer’s full satisfaction. Best regards, [redacted], Customer Care Operations Manager.
Tell us why here...

The RoomPlace was disheartened to learn of our Customer’s concern and perception. The merchandise was delivered 11/25/2014. The one year limited manufacturing warranty expired on 11/25/2015.  At time of purchase, Customer elected to purchase an extended protection plan through a third party...

provider, [redacted]. It is our practice to review at point of sale (prior to the purchase) the protection 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] to the email address on file. In the genuine interest of Customer service, The RoomPlace is happy to review photos of the damage in question to determine if any further assistance is available. Please send photos showing the item and the damage along with any additional detail which may expedite a resolution. Best regards, your RoomPlace Customer Care team.

The RoomPlace is disheartened to learn of ourCustomer’s concern and apologize for such a perception.  For a period of one (1) year following the date of originaldelivery or pick-up, The RoomPlace warrants to the original purchaser thatmerchandise will be free from defects in materials and...

workmanship under normaluse. This warranty shall apply only if you and the affected item is in ourservice area. If The RoomPlace determines that merchandise is defective, TheRoomPlace will repair or replace, at its discretion, the affected item only(not the set, suite or collection). If the affected item cannot be repaired orreplaced, as determined by The RoomPlace, the Customer can select a new item ofequal or lesser value to the original purchase price of the defective item. Ifthe item chosen is of greater value than the one being replaced, theCustomer will be charged the difference. The reselection period is not toexceed seven (7) days following The RoomPlace’s determination of the claim.  Our records indicate that themerchandise in questions was delivered on 5/29/2015. Customer contacted us in Augustto report seam separation. We asked for photos of the seam separation forfurther consideration. Upon receipt, it was determined that this damage was nota seam separation but rather a tear near the seams (photo available for review),cause unknown. Accidental damage is not covered under the limited manufacturingwarranty therefore we were unable to proceed with the claim under the manufacturingguidelines. Regrettably, we are unable to meet our Customer’s expectations andissue a check for the repair however, in the genuine interest of Customerservice and upon receipt of the invoice outlining the specific damage andrepair in addition to a photo after the repair, we are willing to explore anyother options in assisting our Customer with what we hope will be a favorable alternativeto his request. Customer can forward any supporting documents / photos via theRevdex.com site. We look forward to receiving the requestedinformation and concluding this matter for our valued Customer.  With much gratitude, Joyce S[redacted], CustomerCare Operations Manager.

Initial Business Response /* (1000, 5, 2015/04/06) */
The RoomPlace apologizes to our valued Customer if there was any misunderstanding at time of purchase in 2009. Since the introduction of the program, the guidelines have remained the same. 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 the 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. The Customer has an in-store credit of $274.99 which will expire on 11/11/2015. The RoomPlace extends our sincere apology that our Customer is not satisfied with the in-store credit however, and as much as we would love to meet her expectations, we simply must remain consistent in our practices for the good of all of our Customers. With much appreciation for our Customer's understanding and loyalty. [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/04/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response for a couple of reasons. My husband and I were NOT told by the sales associate at the time of purchase that it would be an in-store credit only and that we would have to spend at least $499 in order to use it. There was no mention made of these details by the sales associate, although he had plenty of time to tell us. The sales associate kept insisting and assuring us that we would get our money refunded in 5 years, providing we did not use the warranty during that time. He told us that we had nothing to lose, apparently he mislead us since we are out $274.99. We normally never purchase warranties and would never have purchased the warranty, if the sales associate just told us the facts and not tried to get an extra sale. We had no intention at the time, and still have no intention, of buying more furniture in order to be able to use the in-store credit.
Secondly, we were not given the "NoUse NoLose" warranty card at the time of purchase by the sales associate, which we should have received and could have looked over while in the store. Were there no more warranty cards available at the store? It should be mandatory that the warranty cards be given to each customer at the time of purchase, no exception. That would have saved us a lot of time and frustration. If we had been given the warranty card, we would have asked for a refund immediately, instead of following the sales associate's instructions and waiting for 5 years.
If the store policy is to give the warranty cards to all customers at the time of purchase then ours must be an isolated case. Since I am a "valued and loyal" customer, I would really appreciate it, if an exception could be made and the amount of $274.99 refunded. Thank You.
Final Business Response /* (4000, 9, 2015/04/17) */
The RoomPlace is disheartened to learn of our Customer's perception and truly apologize that we are unable to meet her expectation despite the most of genuine intentions. The program was designed to give our Customers an in-store credit towards new purchases of $499 or more, the guidelines have remained the same and in fairness to all of our Customers, we must remain consistent in execution on the NoUse NoLose Program. The Customer has an in-store credit of $274.99 which will expire on 11/11/2015. The RoomPlace extends our sincere apology that our Customer is not satisfied with the in-store credit and that we are unable to meet her expectations. With much appreciation for our Customer's understanding and loyalty. [redacted], [redacted]

The RoomPlace was saddened to learn of our Customer’s concern. The merchandise was delivered July 9, 2016. Our records do not reflect any contact from Customer as it relates to the product delivered until recently (May of 2017). Any concerns related to incorrect order would have had to be reported...

to us within 3 days of delivery when product was new. The item has been in the Customer’s home since delivery and assumed in use. The Customer’s one year limited warranty is against defects resulting from material and or workmanship. The optional extended protection plan is for accidental and structural concerns as outlined in the certificate of coverage and exclusions provided to the Customer at item of purchase and emailed upon registration by the third party provider of service. Due to the unusual circumstances, we are willing to explore options in the genuine interest of Customer service however; they are very limited given how much time has lapsed in reporting the concern. Regardless, we ask the Customer to send in photos of the item in its entirety via the Revdex.com site for further consideration. With much respect and gratitude, The RoomPlace, 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.The "carrier" tried to fix the problem himself and blew the transistor when he tried to change the wires without turning off the power on the breakers. He admitted that himself and the "specialist" that he enlisted the help from was his father. They were there on 10-20 and 10-21-16, never on 10-22-16. They tried to fix it multiple times and failed every time. The issue was with the wiring. I gave him plenty of chances to fix the problem but after enduring a low of 38 degrees two nights in a row with a young child at home I got fed up with it and called a real specialist on 10-22-16. I attached a copy of the invoice that I received from them. It explains the problem and how they fixed it. I would like The RoomPlace to reimburse the amount that I paid [redacted]. Please keep in mind that my furnace was working fine before the carrier delivered the furniture. It was supposed to be a simple switch of a thermostat but because they tried to do it themselves instead of hiring an experienced technician they  the complicated the problem. Keep in mind that this issue started at the beginning of September and it is now the end of October. I will never do business with The RoomPlace again.
Regards,
[redacted]

I am very saddened by the perception however, empatize and would like to assist our Customer as best as possible given the time-lapse and the move. We did dispatch service to the Customer's new address on Saturday, 4/8/17 to attempt repairs on the living room set. New hardware was sent to the Customer for the bedroom set. I have a follow up call to our Customer and am hoping to hear back soon so we can work towards a conclusion. With much respect, Jasmine S[redacted], VP Customer Care

The RoomPlace was disheartened to learn of our Customer’s concern and sincerely apologize for the delay in completing the delivery. At times, and despite best efforts,...

there may be delays however they are very limited and all efforts are made to expedite the delivery and keep the Customer informed of any changes. I have personally spoken with our Customer today upon learning of her concern through the Revdex.com. To date, I show no record on any communication received as indicated in Customer’s  note or would have certainly reached out and responded. Customer was in the middle of a move and was not available to speak much. I did tell her I would check on the delivery date and respond back via the Revdex.com so she can access the response when convenient for her. The item is in route however, the date is subject to change due to unforeseen circumstances that may arise through the logistical process. As of today, we are confident the delivery can be completed by 2/4/17 however, this is not a guarantee and we do not want to inconvenience our Customer and will pick up the sofa for a full refund if she is unable to wait for the delivery of the loveseat. In addition to the full refund upon pickup of the sofa, Customer can reselect to a set of equal value (any difference is either credited or charged) that is in stock and available for immediate delivery. We empathize and want to expedite the delivery / resolution for our valued Customer. We look forward to hearing back and proceeding accordingly. With much gratitude and respect, Jasmine [redacted] VP of Customer Care

we decided to check out the room place in lombard IL to purchase furniture for our first home. the day we visited this location we decided to go forward with a dining room set and a living room set. the delivery date were split. once we got the dining room set it was the wrong set than what we ordered. it was really a pain to get through the management and customer service. almost like 6 calls to get an answer from someone. then we got a recliner ( part of the living room set) and it was also wrong. finally just got the actual pieces exchanged. now the rest of the living room set is was to be delivered on the 11th and they want to split the couch and love seat delivery. I told them its okay to get it on the 16th. ordered everything on may 20th and still waiting for rest of the order. I am not happy with the overall experience I received from this business place and having to go through all of this just to start living in a new place. I want others to know my experience so they can make sure it does not happen to them when they visit this store.

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 October 6, 2015. The USB port did malfunction and a replacement part was ordered from the vendor. The part is available for installation, we will contact our Customer to schedule service and see how we can assist with the new concern reported in the complaint. Our apology for the delay, all efforts will be made to resolve our Customer’s concern promptly. Best regards, [redacted] Customer Care Operations Manager.

1)Master bed room king bed frame.  Installation services provided by Roomplace for the bed set left the screws stripped, cross threaded and only partially installed.  Found the fault with assembly when we packing to move.  Bolts to hold the assembly were stripped, and the threads were...

cross threaded. Roomplace has not responded, I attempted to contact twice.  Disassembly required third party to remove damage assemble bolts at my expense.  Less than 6 mths old 2) Avenger sectional couch set.  Installation forgot to bring feet for couch, promised next day service to finish the job.  4 months went by before the feet were shipped to me.  In the time in between, the couch base left gouges and scrapes in the hardwood floor.  Roomplace was advised on discovery of issue, customer service failed to acknowledge the issue.3) Mattress protector was sold to us with the promise and guarantee of being water proof and protect the mattress from stains.    Drink was spilled on bed, leaked through protective cover and left stains.  Discovered other stains that had leaked through as well.  Room place will not honor warranty 4) Screws and bolts are falling out of couch set (less than 6 mths old). (purchased extended warranty to protect against) Room place has not respond.