The Roomplace

The RoomPlace extends our most genuine of apologies for any misunderstanding. The original date for delivery on our end...

showed  April 9, 2016. We regret any inconvenience this has caused and are truly sorry to have disappointed our Customer. The refund has been processed in full. We hope you will consider us in the future and allow us the opportunity to demonstrate our Customer commitment. With much respect and gratitude, [redacted] Customer Care Operations Manager

Initial Business Response /* (1000, 5, 2015/03/23) */
The RoomPlace is disheartened to learn of our Customer's perception and sincerely apologizes for his 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 be delays however they are very limited and all efforts are made to expedite the delivery and to our Customers' full satisfaction. As it relates to the in-home damage claim allegations, we are in receipt of the photos provided by our Customer (available upon request). The photos were shared with our Carrier who is responsible for the home delivery service. The Carrier sent an independent technician to the Customer's home. Upon a thorough inspection, the finds were not consistent with a recent surface scratch. The technician indicated under normal circumstances, when there is a recent surface scratch to the hardwood floor, it will remove the finish and show bare wood. To repair, the technician would fill in the scratch, match the color and seal it. What he discovered was that the scratch in question was not a surface scratch but rather imbedded underneath the finished stain. As a result, it was determined that this scratch is not indicative of the recent delivery unless the Customer had the floor stained after the delivery which is not the case as we understand it. In the genuine interest of Customer service and as a one-time voluntary accommodation, the Carrier is willing to explore options in possibly assisting with repair expense and has asked our Customer to provide three (3) estimates from licensed and bonded Flooring Companies. The RoomPlace is happy to facilitate and work with both Customer and Carrier in reaching what we hope will be a satisfactory outcome for our valued Customer and ask that the estimates be forwarded via the Revdex.com site or directly to my attention at [redacted] We look forward to hearing back soon and concluding this matter for our Customer. With much respect and gratitude,[redacted], Vice President, Customer Care Center
Initial Consumer Rebuttal /* (3000, 7, 2015/03/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their response cause they damage the floor and I did not stain the floor after they damaged it. I will get the 3 estimates but I'm not going to pay for anything. I called the customer service to inform them that they damage the floor and my son put notes and showed them what they did. Wayne the the deliver owner told me that they where going to take care of the issue and that's why he sent his guy that we don't know if his licensed to take care of the job. They have to fix what they broke in my house it's not fair to me. Just like I went and bought over 9k and paid it off already that's how expect they to take care of their customers. Right now I'm not a happy customer and won't be recommending any other friends and family to shop at the room place.
Final Business Response /* (4000, 25, 2015/06/18) */
Our deepest regrets for not meeting our valued Customer's expectations despite the most genuine of intentions. As a gesture of good faith towards a loyal Customer, and in an attempt to continue our historic level of Customer service, we have extended a $250 credit to our Customer regardless of the above documented findings and lack of supporting estimates from Customer selected independent Flooring Companies. If the Customer's account is paid in full, any credit would be refundable by the bank to the Customer direct. I will gladly extend our offer until June 30, 2015. We are disheartened by our Customer's perception and multiple unsuccessful attempts to reach a resolution which meets with our Customer's satisfaction. We value our Customers very much and make every effort to assist as demonstrated by the continuous efforts. We look forward to processing the credit upon Customer's acceptance. With much respect and gratitude,[redacted], Vice President, Customer Care Center
Final Consumer Response /* (2000, 47, 2015/07/07) */
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated:
I guess I have no choice but to take what your offering

Initial Business Response /* (1000, 5, 2015/06/16) */
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. Despite the most of genuine intent, we are unable...

to make an exception as we need to consistently execute for all our valued and loyal Customers. Regretfully, we are unable to meet the Customer's expectations and issue a refund of the No Use No Lose 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 $50.00 which will expire on 04/24/2016. 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 their 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. Joyce [redacted], Customer Care Operations

The original delivery date was 1/23/2015, the one year limited manufacturing warranty expired on 1/23/2016. Despite the most sincere intents, The RoomPlace is unable to meet our Customer’s expectations. The 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.
Although, the provider of the extended warranty service does require the Customer of record to open the service call personally, in the genuine interest of Customer service, we would be happy to facilitate where possible. If Customer can submit photos of the item and the damage via the Revdex.com site,  we will be happy to contact the provider to initiate the service review and review all options in assisting our valued Customer. With much respect, The RoomPlace Customer Care team!

The RoomPlace is sadden to hear of our Customer’s concern. Regrettably, we are unable to locate the sale order number under the name,...

address or phone number provided. Please send us a copy of the original sales receipt along with photos for further assistance. With much gratitude, The RoomPlace Customer Care Team.

The RoomPlace is disheartened to learn of our Customer’s experience.  In response to our Customer’s complaint as it relates to the extended warranty provider Guardian, our records indicate that a claim was filed with Guardian on 02/10/15 in regards to the reclining loveseat. As of 02/17/15...

Guardian has submitted a request to their service provider for the customer’s merchandise; the customer will be directly contacted by the service company to schedule the actual date. We would be happy to reach out to Guardian even though we would not be able to overturn the claim decision by a third-party provider of service, we certainly would be happy to inquire on the claim status on behalf of our Customer should he want our assistance. We look forward to hearing from our Customer and are hoping our offer to assist will be perceived as a favorable outcome. 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.
 See the response from the business below. I highlighted where they said at no cost to the customer.MESSAGE FROM BUSINESS: Date Sent: 8/9/2016 3:37:49 PMRegrettably, we are unable to meet our Customer’s expectation’s and offer any additional compensation for the backorder of the rails.The original bed was delivered on 8/30/2014. The RoomPlace  is replacing the rails at no cost to the Customer and waiving the delivery and installation fee in the genuine interest of Customer service and satisfaction. As the item was not in stock when ordered, we are feverishly working on filling the backorder however, have sent our Customer a loaner frame to use until the receipt and install of the rails.  We will stay in contact with Customer until the fulfillment of the product. With much respect and gratitude, The RoomPlace Customer Care Team. 
Regards,
[redacted]

The RoomPlace was saddened to hear of our Customer’s perception and apologize however, we are unable to locate any recent orders under...

the name, address, phone number or order number provided. We will be delighted to assist, please provide a sale order number associated with the purchase. We look forward to providing a favorable resolution upon locating the sale in question. With much respect and gratitude, The RoomPlace Customer Care Team.

The RoomPlace extends our sincere apology for the delay in obtaining the part. Although not the norm, at times, and despite best...

intentions, there are unforeseen circumstances which result in delays however, every effort is made to expedite the delivery. Our records indicate the part has been shipped. Tracking number is [redacted] We appreciate our Customer’s understanding and are truly sorry for the delay. With much respect and gratitude, The RoomPlace, Customer Care

The RoomPlace was disheartened to learn of ourCustomer’s perception and truly apologize if at any point we did not meet theirexpectations.Our records indicate the merchandise was deliveredon 5/21/15. Customer contacted us and reported Console USB port is not charginghis phone. We dispatched service...

to inspect the USB port.Technician inspected andindicated no defects found however, would not charge the Customer’s phone andsuggested a replacement of the item. Attempts were made to exchange the itemhowever, refused upon delivery.  After furtherdiscussions, it was determined that the Phone may not be compatible with theunit. We ask that the Customer provide us with make and model of the phone andwe will gladly confirm once again the compatibility. In the meantime, we did issuea $75 credit and offered to pick up the console and issue a full refund for theitem given the fact that it may not be compatible with Customer’s phone however,offer was declined. Regretfully and despite the best of intentions, we are unableto meet our Customer’s expectations and refund for the console without the itembeing return by Customer. we look forward to Customer confirming make and modelso we may re-confirm compatibility. With mush respect, Joyce [redacted], CustomerCare Operations Manager.

The RoomPlace was saddened 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 6/2/15 and exchanged on 8/21/15. In addition we show no discrepancy as it relates to product  variation and service repairs  successful. In light of what the Customer is stating, we will be happy to review photos to determine if any variations and overall condition of the merchandise for further assistance and in hopes of reaching a favorable resolution for our valued Customer. We ask our Customer to please submit photos via the Revdex.com. With much gratitude and respect, The RoomPlace Customer Care Team.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Again you are not listening to me.  My wife did not sign the delivery papers because we rejected the delivery.  The delivery drivers left the furniture.  We are not responsible for the damaged furniture left at our house without our proper approval.  How else would the Room Place like us to reject the furniture?  What is expected of us if we reject the furniture?  Does the Room Place expect my wife to carry the furniture out to their truck.  When consumers reject a delivery it is the responsibility of the company to take the damaged furniture with them.  They have no right leaving the furniture with us for almost 6 months and expect us to pay full price for damage furniture.  The method in which Room Place does business is very unprofessional.  They have their delivery people drop the furniture off and leave it there whether we accept or decline the furniture.  It doesn't matter if it is damage or not.  The delivery drivers try to force us to sign the delivery papers, which I told my wife not to sign.  Since there is no signature, this company have forge my signature on legal papers.  Furthermore, it is very precarious that they have evidence stating I call to let them know that my wife will be home that day, but yet they cannot produce any evidence that they attempted to contact me in regard to rectifying this situation.  I have already contacted [redacted] with regard to this issue.  They are currently investigating the charges to my account.  Furthermore, I have already contacted my attorney and if the charges are not removed, we will be taking the Room Place to court.
Regards,
[redacted]

The check for $136.01 was mailed directly from [redacted] bank, we do not have access to see what date the check was sent however, it was at least a week ago. The other 2 checks were mailed from The RoomPlace direct on 12/15/16. As of this morning, the Carrier has indicated they have been in contact with the Customer on the in-home damage and are awaiting estimates for the repair. If this is not the case, please submit the estimates directly to The RoomPlace via the Revdex.com site and we will work with Carrier on a prompt conclusion. We genuinely extend our apologies to our valued Customer for her experience and delay in concluding the inhome damage claim. With much respect and gratitude, The RoomPlace, Customer Care

The RoomPlace has reached out to the third party provider of credit, Comenity bank to verify the information regarding the payment date. In regards to the merchandise that was picked up from The RoomPlace distribution center, we have also reached out to the third party delivery carrier in an attempt to confirm the actual delivery date. I am not aware of what specific promotions our Customer is referring to, however The RoomPlace does have a 30 day price guarantee that reads as follows:30 DAY PRICE MATCH GUARANTEEIf, within 30 days following the date of your purchase, The RoomPlace or a local retail competitor with a retail store in the same market area is advertising a lower price for the same in-stock, first quality merchandise from the same manufacturer on the same terms and conditions, after verification, The RoomPlace will refund the difference on furniture items. On mattresses, The RoomPlace will refund the difference, or your mattress is free (Excludes: TempurPedic and ComforPedic). The merchandise needs to be in stock and available for immediate delivery from the competitor. Our 30 day price match guarantee does not apply to our or our competitors limited-quantity, non-displayed, out-of stock, online offerings, open-box, electronics, refurbished or used items, special order, AS IS, outlet, or clearance merchandise, floor samples, mail-in incentives, bonus or free merchandise offers, super savers, rebates, special financing, bundles, doorbusters or other similar offers, and is not available once you have exercised your right under The Total Satisfaction Guarantee. This policy does not apply to typographical errors, or a competitors price that resulted from a price match.If our Customer has an Ad or other documentation regarding a promotion that she feels she may have qualified for, The RoomPlace will be happy to review, if the Customer wishes to submit such documentation.Thank you,[redacted]

The RoomPlace extends our sincere apology if at any point we did not meet our Customer’s expectation despite the most genuine...

intentions. We have reviewed the Customer’s order and the total is $642.27. We also reached out to our Customer who confirms the amount is correct. Again, our apology for any misunderstanding and or miscommunication however, the amount is correct. With much respect and gratitude, The RoomPlace, Customer Care.

Initial Business Response /* (1000, 5, 2014/06/17) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
The RoomPlace is disheartened to learn of our Customer's negative perception and extend our sincere apology. 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 our Customer contacted The RoomPlace on 04/15/14 to report concerns with the sofa, The RoomPlace dispatched a certified technician to the customer's home on 4/22/14. The report submitted by the technician indicated that the product is within manufacturing specifications due to normal wear, however in an effort to continue our historically high level of customer service, The RoomPlace has placed an order for a new mechanism for the sofa to be installed upon the customer notifying The RoomPlace that they have received it. The part is being shipped from the manufacturer to The RoomPlace, with an expected eta of 06/28/14. We apologize for the delay however are committed to seeing this repair to a satisfactory and successful resolution for our Customer.
With much gratitude, [redacted],
Customer Care Operations Manager
Initial Consumer Rebuttal /* (3000, 7, 2014/06/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will wait for the mechanism to be replaced. but I do not agree with the normal wear and tear on the couch considering the recliner does not fully extend.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10796387, and find that this resolution would be satisfactory to me. 
Regards,
[redacted]

The RoomPlace was very saddened to learn the issue has not been concluded promptly and to our Customer’s satisfaction. We extend our genuine apology. Upon learning of the outstanding claim, we reached out to the third party provider and our Customer to coordinate a visit / install of the...

thermostat. Customer will advise the Carrier of availability over the next few days however, in the meantime and in the genuine interest of Customer service, our Delivery Supervisor has been in contact with the Customer and will issue an additional credit for the inconvenience and the delay in resolution. We look forward to concluding this matter for our valued Customer and truly appreciate his understanding. With much respect and gratitude, The RoomPlace Customer Care Team.

The RoomPlace was disheartened to learn of our Customer's concern and apologize for the perception.  I was unable to...

locate a sale under the name and reached out to the Customer via the phone number provided on the complaint. Customer states that this has been resolved, her set was exchanged promptly and to her full satisfaction. We are delighted to assist. With Much gratitude, The RoomPlace Customer Care Team

The RoomPlace was sadden to hear of our Customer’s concern and perception. At times, albeit very rare, there are delays however all...

efforts are made to expedite the deliveries for our valued Customers. I have personally reached out to our Customer and apologized for her experience. I trust the resolution met with her full satisfaction and am very appreciative for her valuable feedback as we continue to evolve in our service levels for our loyal Customers. Best regards, [redacted] Vice President, Customer Care Center