The Roomplace

The RoomPlace was very saddened to learn of our Customer’s perceptionThe merchandise was purchased on July 3, The Loveseat was delivered on July 26, Attached is the delivery confirmation for the loveseatOur records indicate there was a scuff mark per Customer on the loveseat however, to date all attempts to exchange and or return have been unsuccessful despite best intentionsWe are happy to review the photo of the loveseat to determine if there is any other visible damage considering the duration in the home for further consideration and in hopes of providing a favorable outcome for our valued CustomerPlease send photo via the Revdex.com siteLook forward to a prompt and successful resolution for our Customer upon receipt of the requested photosWith much respect and gratitude, The RoomPlace, Customer Care

The credit for the merchandise returned has been issuedOur records indicate that a check was sent by [redacted] bank to Customer direct in the amount of $Checks in the amount of $and $mailed to the Customer from the RoomPlaceThis is a total of $511.62, which was the amount of the Gift Card used on the purchaseA 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 yetWe extend our sincere apology for not meeting our valued Customer’s expectations despite most genuine of intentionsWith much gratitude and respect, 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 belowIn conversation with Jasmine, I have been informed the contact made through the website and phone calls into call center had no record I have requested her to look further into the contact I have made with the sales person, store manager, customer service rep I do not feel comfortable in dealing with her and her attempt to make me feel inferior and attempt to devalue me as a consumer as well as my credibility I have send photos through into the local store as well as had contact with the communication function in the website Apparently communication has been "lost" and burden of proof has been returned to me Defects that were undiscovered came to the surface when we needed to move I contacted room place three times prior to the moving dead line through the customer service feature on the website, requesting help on how to deal with the defects that I found They failed to respond at all First contact was made after Revdex.com provided help They are denying all responsibility for defects of unseen damage (which was unnoticeable until the furniture was moved) I maintain my position of complaint and requested action I will be involving Consumer Protection in the following day Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below I have not yet been reimbursed for the cost of the rails 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 useThis warranty shall apply only if you and the affected item is in our service areaIf 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 itemIf the item chosen is of greater value than the one being replaced, the Customer will be charged the differenceThe reselection period is not to exceed seven (7) days following The RoomPlace’s determination of the claimOur records indicate that the merchandise in questions was delivered September 8, and that the repairs have been completedOur last contact, 12/with the Customer confirms a satisfactory resolutionBest 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 useThis warranty shall apply only if you and the affected item is in our service areaIf 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 itemIf the item chosen is of greater value than the one being replaced, the Customer will be charged the differenceThe 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/The one year limited manufacturing warranty expired on 6/20/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 recordThe 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 incidentAny chip or scratch of glass or mirrors and loss of silvering on mirrorsFrom what the Customer is reporting, 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 chairs (tighten screws) for our loyal Customer provide they can bring the chairs to our Distribution Center in [redacted] , [redacted] As this is not a service we 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 saddened to learn of our Customer’s concerns and apologize if at any point we did not meet her expectations despite the most genuine of attempts.Our records indicate the credit of $was issued and $is in process which would equate to $511.62.It may take up to business days for the $to be posted to the accountWe apologize for the delay and trust the resolution meets with our Customer’s full satisfactionWith much respect and gratitude, The RoomPlace, Customer Care Team

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 exceptionallyAt times, and despite best efforts, there may be delays however they are very limited and all efforts are made to expedite the deliveryOur records indicate the Customer was offered a refund of the delivery fee of $and an additional $in-store credit in the genuine interest of Customer serviceRegrettably, we are unable to meet our Customer’s expectations and issue any additional compensationWe 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 refundwe look forward to hearing back and concluding this matter to our Customer’s satisfactionWith much gratitude, Joyce [redacted] , Customer Care Operations Manager

My wife and I bought a $1,sectional with chaise at the beggining of FebruaryExactly two weeks after receiving the couch, the back frame broke in halfWe did buy the insurance but after having the couch for two weeksAw ask for a refund Sunday the 14thThe room place customer service stated they would file a claim and contact us within 24-hoursUnderstand Monday was a holiday but it's Thursday night and still have heard nothing

The RoomPlace was sadden to learn of our Customer’s concern and extend our sincere apologizeFor 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 useThis warranty shall apply only if you and the affected item is in our service areaIf 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 itemIf the item chosen is of greater value than the one being replaced, the Customer will be charged the differenceThe 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 2/15/The one year limited manufacturing warranty expired on 2/15/In an effort to maintain our historic level of Customer service, The RoomPlace will be happy to review photos as it relates to the Customer’s concern for further considerationPlease submit photos of each item in its entirety via the Revdex.com site With much respect and gratitude, The RoomPlace, Customer Care team

Initial Business Response / [redacted] (1000, 5, 2015/04/07) */ The RoomPlace is disheartened to learn of our Customer's perception and sincerely apologizes for her experienceWe are a reputable business and we take great pride in serving our valued Customers exceptionallyAt times, and despite best efforts, there may be delays however they are very limited and all efforts are made to expedite the deliveryI will personally oversee Customer's order through a successful deliveryI want to thank our Customer for her business and willingness to work through the delay with usWith much gratitude, [redacted]

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

The RoomPlace was saddened to learn of our Customer’s concernThe merchandise was delivered July 9, 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 days of delivery when product was newThe item has been in the Customer’s home since delivery and assumed in useThe Customer’s one year limited warranty is against defects resulting from material and or workmanshipThe 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 serviceDue 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 concernRegardless, we ask the Customer to send in photos of the item in its entirety via the Revdex.com site for further considerationWith much respect and gratitude, The RoomPlace, Customer Care

The RoomPlace was disheartened to learn of our Customer’s concern and apologize for such a perception The merchandise was delivered on 6/2/The Customer filed a claim with [redacted] , the provider of the extended protection planWe have reached out to [redacted] to inquire on the claim status as we do not administer claims on behalf of third party provider of serviceUpon response, we will reach out to our Customer with an updateBest regards, [redacted] Customer Care 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 useThis warranty shall apply only if you and the affected item is in our service areaIf 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 itemIf the item chosen is of greater value than the one being replaced, the Customer will be charged the differenceThe 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/and exchanged on 8/21/In addition we show no discrepancy as it relates to product variation and service repairs successfulIn 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 CustomerWe ask our Customer to please submit photos via the Revdex.comWith much gratitude and respect, The RoomPlace Customer Care Team

Initial Business Response / [redacted] (1000, 5, 2015/03/23) */ The RoomPlace is disheartened to learn of our Customer's perception and sincerely apologizes for his experienceThe RoomPlace is a reputable business and we take great pride in serving our valued Customers exceptionallyAt 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 satisfactionAs 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 serviceThe Carrier sent an independent technician to the Customer's homeUpon a thorough inspection, the finds were not consistent with a recent surface scratchThe technician indicated under circumstances, when there is a recent surface scratch to the hardwood floor, it will remove the finish and show bare woodTo repair, the technician would fill in the scratch, match the color and seal itWhat he discovered was that the scratch in question was not a surface scratch but rather imbedded underneath the finished stainAs 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 itIn 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 CompaniesThe 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 CustomerWith much respect and gratitude, [redacted] ***, Vice President, Customer Care Center Initial Consumer Rebuttal / [redacted] (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 itI will get the estimates but I'm not going to pay for anythingI called the customer service to inform them that they damage the floor and my son put notes and showed them what they didWayne 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 jobThey have to fix what they broke in my house it's not fair to meJust like I went and bought over 9k and paid it off already that's how expect they to take care of their customersRight 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 / [redacted] (4000, 25, 2015/06/18) */ Our deepest regrets for not meeting our valued Customer's expectations despite the most genuine of intentionsAs 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 $credit to our Customer regardless of the above documented findings and lack of supporting estimates from Customer selected independent Flooring CompaniesIf the Customer's account is paid in full, any credit would be refundable by the bank to the Customer directI will gladly extend our offer until June 30, We are disheartened by our Customer's perception and multiple unsuccessful attempts to reach a resolution which meets with our Customer's satisfactionWe value our Customers very much and make every effort to assist as demonstrated by the continuous effortsWe look forward to processing the credit upon Customer's acceptanceWith much respect and gratitude, [redacted] ***, Vice President, Customer Care Center Final Consumer Response / [redacted] (2000, 47, 2015/07/07) */ The consumer indicated ONLINE that the business responded to this complaint to his/her satisfactionHe/she also stated: I guess I have no choice but to take what your offering

Initial Business Response / [redacted] (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 apologyFor 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 useThis warranty shall apply only if you and the affected item is in our service areaIf 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 itemIf the item chosen is of greater value than the one being replaced, the Customer will be charged the differenceThe 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/to report concerns with the sofa, The RoomPlace dispatched a certified technician to the customer's home on 4/22/The report submitted by the technician indicated that the product is within manufacturing specifications due to 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 itThe part is being shipped from the manufacturer to The RoomPlace, with an expected eta of 06/28/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 / [redacted] (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 replacedbut I do not agree with the wear and tear on the couch considering the recliner does not fully extend

The RoomPlace was sadden to learn of our Customer’s perception and concernThe refund for $is in processWe 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 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 useThis warranty shall apply only if you and the affected item is in our service areaIf 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 itemIf the item chosen is of greater value than the one being replaced, the Customer will be charged the differenceThe 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, No further contact until the receipt of this complaintCustomer 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 considerationUpon receipt, I will reconnect with our Customer in hopes of finding a favorable resolution for herBest regards, Jasmine ***, Vice President, Customer Care Team