The Roomplace

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 4/10/2013. The manufacturing warranty expired on 4/10/2014. No extended protection elected at time of purchase. Regardless, The RoomPlace has reached out to our valued Customer in the genuine interest of Customer service and provided a resolution we believe meets with her full satisfaction. With much respect and gratitude, [redacted], Vice President, Customer Care Center

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 February 27, 2015. No further contact until the receipt of this complaint. Customer did elect the Accidental Protection Place with [redacted]. I personally reached out to our valued Customer and requested photos of the damage for further review and consideration. Upon receipt, I will reconnect with our Customer in hopes of finding a favorable resolution for her. Best regards, Jasmine [redacted], Vice President, Customer Care Team.

The RoomPlace extends our sincere apology to our Customer for not meeting her expectations and for the perception. Our records indicate...

a refund check was processed on 4/18/16. We strive for exceptional service and appreciate the feedback as we continue to evolve in our service levels for our loyal Customer’s. With much gratitude, The RoomPlace Customer Care team.

I am extremely upset with Roomplace. I purchased an entire bed set from Roomplace on May 23rd and I was promised (and mentioned on the invoice) that I would receive everything on June 9th. Today (a month later) I still don't have the bed and the dresser and mirror have scratches on them. The first time the people came to drop off the dresser, I let them know it had 2 large visible scratches on the mirror. A week later they came back with the replacement, well the replacement not only had scratches on the mirror but also on the dresser this time. I'm not sure if someone checks your items before they are delivered to the customer, because it seems nobody does. And to top it off, the person that came to deliver it the second time was extremely rude to my mom (I wasn't home so she had to be available) and he basically said to her that he saw the scratches on both the new and old items but he will have to leave one here and take the other one so he asked her "which one do you want me to tak

The RoomPlace was 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 be delays however they...

are very limited and all efforts are made to expedite the delivery. Our records indicate the Customer was offered a refund of the delivery fee of $80 and an additional $50 in-store credit in the genuine interest of Customer service. Regrettably, we are unable to meet our Customer’s expectations and issue any additional compensation. We understand if our Customer is unable to wait for the mirror and chest and as such have offered to pick up the product and issue a refund. we look forward to hearing back and concluding this matter to our Customer’s satisfaction. With much gratitude, Joyce [redacted], Customer Care Operations Manager

Complaint: [redacted]I am rejecting this response because:   I don't agree with the statement and I had an appointment Saturday January 2nd to try and repair the sofa and the appointment was canceled at the time of the appointment.Sincerely,[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
I was given another phone call on Saturday the 6th and was told the item was still on back order and could not be delivered until the 24th of August. At this point some type of compensation needs to be offered. 
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2014/10/13) */
The RoomPlace empathizes with our Customer. We are truly sorry to hear of the concern and perception. The original delivery date was 8/30/14. Customer contacted us via email (available upon request) on 9/15/14 for the first time to report...

four (4) large scratches to the floor. Any property damage needs to be reported to our Customer Care Center by phone at XXX-XXX-XXXX within three (3) days of delivery. This is also reflected on the Sales Receipt and Thank You card given at time of purchase. Upon learning of the concern via email, I personally reached out to our Customer however, given that fifteen (15) days have passed from original delivery and twelve (12) days outside of the timeframe to report any property damage, regrettably we were unable to open a claim. In closing, we extend our sincere apology for not meeting our Customer's expectations as we have every intension to do so within policy and reason. Respectfully yours, [redacted], Customer Care Operations Manager.
Initial Consumer Rebuttal /* (3000, 7, 2014/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was never given a thank you card. And it was never explained to me by the room place staff that I had 3 days to file damages. So how is a person to know. Who reads the fine print on receipts? I don't think this is fair.
Final Consumer Response /* (4200, 11, 2014/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Where do I send the pictures.
Final Business Response /* (4000, 17, 2014/10/30) */
The Customer did provide photos, based on initial review, it was unclear as to how this type of damage, clearly visible in the photos was not reported prior to the timeframe however after speaking with our Customer, I now have a better understanding as to how it may have not been discovered until later. Although we are uncertain as to how this occurred, given the focus on Customer satisfaction and in the genuine interest of Customer service, our carrier has agreed to complete repairs. I spoke with the Customer and she has already been contacted by the carrier to make arrangements for the repairs. She expressed great satisfaction with the resolution. The RoomPlace is grateful for the favorable outcome and for our Customer's loyalty. Best regards, [redacted], VP of 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 that the merchandise in questions was delivered 11/25/15. We did dispatch service on 2 separate occasion and the findings were not conclusive with a defect however, in the genuine interest of Customer service, we will make a one-time voluntary accommodation and exchange the sofa for our valued Customer provided there are no visible damages to the item. Please note no further exception will apply to the limited one year manufacturing warranty. We have left a message for our Customer to schedule the exchange date and trust the resolution meets with her full satisfaction. 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 will send pictures of my couch. Although these circumstances are unsual, employees that work for this business have been more than willing to assist me in my complaint. However, corporate has not been willing to help. Despite the time frame, a business should always be willing to help their customers, escpecially if they are still making payments.
Regards,
[redacted]

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

attempts.
Our records indicate the refund was processed on Monday, 9/26/2016 for the items canceled per our Customer’s request. If we can be of any further assistance, please let us know. Best regards, 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 this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Thank you for your response and I appreciate your attempt to resolve my complaint, but yet you've not addressed all my issues. One the multiple promotions The Room Place has and had in place while I was waiting for my order to be ship, if my order was still on hold, why couldn't they be applied? Two, what is the delivery date for my furniture? I spoke to an agent yesterday and she didn't even guarantee that the furniture left the house. The 30 day extension is acceptable as long as the no interest time frame gets resetted with it also. Regards,[redacted]

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

perception.  The merchandise was delivered on 6/2/2014. The Customer filed a claim with [redacted], the provider of the extended protection plan. We have reached out to [redacted] to inquire on the claim status as we do not administer claims on behalf of third party provider of service. Upon response, we will reach out to our Customer with an update. Best regards, [redacted] Customer Care Operations Manager.

Our sincere apology if here was any misunderstanding. The delivery is scheduled as previously communicated for 6/18. Thank you for your understanding and business. With much respect and gratitude, The RoomPlace Customer Care team.

They are horrible, the customer service is non existent. They pretty much agreed with my point that they ripped me off. The corporate office is no better. They are rude and disrespectful. They have no return policy, and they did not give me any information on my order because they sent it to the wrong email. So they used that as a way to say they sent all the info and I should have been aware, but I received nothing. I also paid for warranties that I can't use for the issue either, and they told me to lie to the insurance so that they might fix it to cover their as. Now I am stuck paying just under 4 grand to a company that deserves to go out of business. Please stay away from this company.

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.
Regards,
[redacted]  Revdex.com:We are sending several pictures of the furniture in question.  The first pictures show the two different versions of this furniture.  We ordered and paid for the one with the theatre lighting and USB port.  They sent us the one without those features.  The other pictures show the "wear" of the pieces we received as "new".  There is no way to send a pictures of the wobbly middle section that got worse when the third party tech tried to fix it.It is amazing to me that it took filing a complaint with the Revdex.com before we got a "call of concern" from The Room Place asking us what piece or pieces were defective.  As stated previously, the first complaint is that they ARE NOT the pieces we ORDERED and PAID for.  The second complaint is that the couch already had SIGNS of WEAR and and a WOBBLY middle section.  When the third party tech tried to fix it, the wood SPLINTERED and CRACKED - therefore that part is STILL NOT FIXED.  If they would actually come out and see it for themselves instead of asking for pictures that have been sent about 5 times via email they would know the validity of our complaint IMMEDIATELY and (one would assume) resolve it.Their resolution suggests that they were unaware of an issue.  That is very untrue.  I have all of the emails to prove the run around they have given us.  I also have pictures of the recommendations from the last tech that came out in March 2016.  We want the furniture that we ordered and paid for.  That is the resolution we are seeking for this complaint.I have reviewed the response made by the business in reference to complaint ID [redacted].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 6/20/2014. The one year limited manufacturing warranty expired on 6/20/2015. Our records indicate that the Customer elected the optional extended protection plan with a third party provider of service, [redacted]. At the time of purchase, Customer was given a Certificate of Coverage. [redacted] will email the Certificate of Coverage upon registration if email available for the Customer, if not, it is mailed to the Customer’s address of record. The plan coverage as is follows:   Coverage For Clear-Coated, Lacquered Wood Or Hard Surface Furniture Accidental stains caused by any food or beverage normally consumed by humans; mold and mildew stains caused by food or beverage spills; accidental stains caused by nail polish, breakage of wood frame or structure or other hard surface from single incident; gouge, heat mark or liquid ring from single incident; accidental breakage of glass or mirror components.Checking, cracking, bubbling, or peeling of finish from a single incident. Any chip or scratch of glass or mirrors and loss of silvering on mirrors. From what the Customer is reporting, 2 wobbly chairs, this is not considered of an accidental nature, sounds like the chairs have become lose over time / use and just need to be tighten  therefor not covered on the plan.  In an effort to maintain our historic level of Customer service, The RoomPlace will be happy to have one of our shop technicians perform maintenance on the 2 chairs (tighten screws) for our loyal Customer provide they can bring the chairs to our Distribution Center in [redacted], ** .  As this is not a service we normal provide, we would need to make prior arrangements to ensure the staff was on hand to assist, please let us  know one week ahead of time which day the Customer can bring the items in (Monday through Friday ).With much respect, The RoomPlace Customer Care team.

The RoomPlace was disheartened to learn of our Customer’s concern and apologize for such a perception.  For a period of one (1)...

year following the date of original delivery or pick-up, The RoomPlace warrants to the original purchaser that merchandise will be free from defects in materials and workmanship under normal use. This warranty shall apply only if you and the affected item is in our service area. If The RoomPlace determines that merchandise is defective, The RoomPlace will repair or replace, at its discretion, the affected item only (not the set, suite or collection). If the affected item cannot be repaired or replaced, as determined by The RoomPlace, the Customer can select a new item of equal or lesser value to the original purchase price of the defective item. If the item chosen is of greater value than the one being replaced, the Customer will be charged the difference. The reselection period is not to exceed seven (7) days following The RoomPlace’s determination of the claim.  Our records indicate that the merchandise in questions was delivered 11/22/2010 The limited warranty expired 11/22/2011. There were no reported concerns with the merchandise during this timeframe. Our records indicate that the Customer emailed us on 5/21/16 to report peeling and submitted photos. Regardless of the expire of the manufacturing warranty on 11/22/2011, and no extended warranty purchased, The RoomPlace in the genuine interest of Customer service has been in contact with our valued Customer and are working towards what we hope will be a favorable resolution. With much respect, Jasmine [redacted], Vice President, Customer Care Center

The RoomPlace was saddened to learn of the Customer’s concern. We extend our genuine apology to our valued Customer however, and despite best intentions, we are unable to alter the warranty guidelines to meet Customer’s expectation. At time of purchase, the Customer is provided with the limited...

warranty exclusions. Upon delivery of the product, the warranty card and instruction to file a claim are provided with the mattress. It was confirmed upon inspection that the mattress did have a depression outside of the manufactures specifications however, same inspection confirmed that the mattress is stained and therefore not eligible under the warranty guidelines for replacement. Pictures are available upon request of the mattress inspection. Although, The RoomPlace is unable to alter the warranty guidelines as it relates to this matter, in the genuine interest of Customer service, we are happy to offer a RoomPlace Gift Card in the amount of $100 redeemable on future purchases, valid for a period of one-year. Upon response, if accepted, the Gift Card will be issued. With much respect and gratitude, The RoomPlace, Customer Care

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.