The Roomplace

The RoomPlace was sadden to hear of our Customer’s concern and perceptionAt times, albeit very rare, there are delays however all efforts are made to expedite the deliveries for our valued CustomersI have personally reached out to our Customer and apologized for her experienceI 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 CustomersBest regards, [redacted] Vice President, Customer Care Center

The RoomPlace was disheartened to learn of our Customer’s concern and apologize for such a perception The merchandise was delivered on 5/9/Our records indicate no claims or concerns reported during the one year limited manufacturing warranty on any of the itemsUpon receipt of the complaint, we learned a claim was filed with the third party provider of the extended protection plan, GuardianWe have reached out to Guardian to inquire on the claim status as we do not administer claims on behalf of third party providers of serviceIn the meantime, it would be beneficial if our Customer can forward the photos of the damaged itemsWe look forward to receiving the information requested and exploring options in assisting our valued CustomerBest regards, Joyce [redacted] , Customer Care Operations Manager

The RoomPlace was disheartened to learn of our Customers perception and apologize if at point we failed to meet her expectation despite the most genuine of intentions Our records indicate the Customer placed her order online on 9/2/and paid $(credit card) and $2,(the RoomPlace credit card) The sale from September, 2015, delivered equates to $2,of which $ was returned (Sofa did not fit and Customer did not like the bed), leaving a balance owed for merchandise of $1,Our records indicate a refund was processed in the amount of $Customer refused the Sofa at time of deliveryThe wood protection was cancelled and refundedBed was picked up at a later date, refund processed As this order was generated online by Customer, and Customer wanted to reselect on the bed, she would have had to pay for the new product online and an adjustment to the account would have occurred systematically when the new sale and credit memo where completedCustomer stated she was unable to do so and wanted it completed over the phoneRegrettably, due to the system requirements, we are unable to override on orders placed onlineWe asked the Customer to visit a local store and they would be happy to helpCustomer asked us to pick up and refund her for the bed, which we honoredThe charges and credits are as follow: A charge on The RoomPlace for $2,000, a refund for $554.82, equates to $1, A charge on the Bank Credit Card of $953.16, a refund for $ Disappointingly, we are unable to make any changes to orders that delivered, the wood protection has been removed and refund processedIf we can help further or answer any remaining questions, please let us knowWith much respect and gratitude, J [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 11/23/Service technician confirmed that the control box was defectiveParts have been ordered however, eta is not confirmed as of yetIn the genuine interest of Customer service, we will do a one-time voluntary exchange of the item and bypass the parts replacementAny future claims will follow the warranty guidelines and no other exception will applyWe trust this resolution will meet with our valued Customer’s full satisfactionBest regards, [redacted] , Customer Care Operations Manager

The RoomPlace was very saddened to learn the issue has not been concluded promptly and to our Customer’s satisfactionWe extend our genuine apologyUpon learning of the outstanding claim, we reached out to the third party provider and our Customer to coordinate a visit / install of the thermostatCustomer 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 resolutionWe look forward to concluding this matter for our valued Customer and truly appreciate his understandingWith much respect and gratitude, The RoomPlace Customer Care Team

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/for the items canceled per our Customer’s requestIf we can be of any further assistance, please let us knowBest regards, The RoomPlace Customer Care team

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I do however still feel that I was misinformed by the sales rep and I did not receive any emails from The warrenty company I would like a replacement of the couch Also they did not respond to why I was not able to get a holder of the store manager? Regards, [redacted]

The RoomPlace was disheartened to learn about our Customer’s perception and are sorry to hear of the damagesThe merchandise was delivered on 1/22/Our records indicate the following contact and action taken during the one year limited manufacturing warrantyOn 11/16/13; Customer called stating that the all of the chairs are wobblyService technician was dispatched and reported all chairs are loose with broken stretchersThe customer refused repairs at the time however accepted installations of new stretchers on 02/01/ No other contact until the receipt of this complaintThe Customer did purchase an accidental protection plan with a third party provider of service, GuardianThe certificate of coverage and plan exclusions are provided at time of purchaseIn addition, Guardian emails the same to the Customer upon registration We will be happy to review photos and damages of each item in question and reach out to Guardian on behalf of our mutual Customer to inquire on claim(s)We ask our Customer to please submit photos to us of each damaged item for further assistanceLook forward to hearing back soonWith much respect and gratitude, Joyce S [redacted] , Customer Care Operations Manager

The RoomPlace was disheartened to learn of our Customer’s concern and extend our genuine apology for any delay and confusionAfter a thorough review of the Customer’s purchase we learned that the headboard was sold “stand alone” which did not include the post, rails and footboardThe Customer is scheduled for a delivery and The RoomPlace has included the post at no charge for our valued CustomerIn addition, we are waiving the delivery feeOur sincere apology once again and much appreciate to our Customer for her understandingWith my respect and gratitude, The RoomPlace 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 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 11/22/The limited warranty expired 11/22/There were no reported concerns with the merchandise during this timeframeOur records indicate that the Customer emailed us on 5/21/to report peeling and submitted photosRegardless 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 resolutionWith much respect, Jasmine ***, Vice President, Customer Care Center

Date Sent: 8/9/3:37: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/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 satisfactionAs 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 productWith much respect and gratitude, 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 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 question was delivered March 26, Customer contacted us in April of and reported the headrest looseWe dispatched service under the manufacturing warranty on April 29, and learned that the headrest hinges are brokenThis is not considered a defect in material and or workmanship under the warranty guidelines and use however, and in the genuine interest of Customer service, we ordered the hinges and committed to sending a technician to install upon receiptOur records indicate the hinges were sent to the Customer in AugustWe contacted the Customer to confirm receipt and schedule a service appointment to install however, the Customer is out of town and indicated she will contact us upon returnWith much gratitude, 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 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 4/10/The manufacturing warranty expired on 4/10/No extended protection elected at time of purchaseRegardless, 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 satisfactionWith much respect and gratitude, [redacted] ***, Vice President, Customer Care Center

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 providedWe will be delighted to assist, please provide a sale order number associated with the purchaseWe look forward to providing a favorable resolution upon locating the sale in questionWith 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 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 issuesOne 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 houseThe day extension is acceptable as long as the no interest time frame gets resetted with it alsoRegards, [redacted]

The RoomPlace was disheartened to learn of our Customer’s concern and apologize for such a
perception. The merchandise was picked up at our Distribution Center in Woodridge, Illinois on 11/23/ Our records indicate that the Customer contacted us on 11/to report a defectRegrettably the pictures provided did no coincide with a defect in material and workmanshipFor 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 claimAt time of pick up, Customers are encouraged to inspect product at the Distribution Center for any visual damages prior to loading into their vehicleOur policies are reflected on The Customer’s sales receipt, Thank You brochure and posted at the Distribution CenterPolicies are as follows:
MERCHANDISE DAMAGE
We encourage you to inspect your merchandise upon delivery or at the time of pick-upIn the rare occurrence that merchandise
arrives damaged, please notify our Customer Care Center by phone at (*** *** within three (3) Days from delivery Arrangements will be made to correct the damage in your home or, at The RoomPlace’s sole discretion and as a one-time
remedy, The RoomPlace will replace the damaged furniture with the same or similar merchandiseReports of damage made
after three (3) days from time of delivery will not be honored
PIINFORMATION
Customers who pimerchandise at our Distribution Center are served on a first-come, first-served basisWait times
may varyWhether picking up at a store location or at our Distribution Center, please bring your sales receipt, valid picture
identification and payment for any balance due on your orderPayment made in a form of a check will require a seven (7) day
hold for delivery or pick upMerchandise that is picked up may be in cartons and require assemblyDue to the nature of furniture
shipped in cartons, we are unable to unpack cartons or assemble merchandise for youPlease be sure that the size of your
vehicle will accommodate the size of the merchandise to be picked upThe RoomPlace is not responsible for loading and tiedown
of merchandise or the safe transportation of merchandise to your homeDamage that occurs during loading, unloading or
transit is not covered under the warranty, nor can we accept returns on any pickmerchandise
The RoomPlace empathizes with our valued Customer and as such would like to helpCustomer can bring the Sofa to our Distribution Center where we will attempt touch up / repairs in the genuine interest of Customer serviceWe are unable to guarantee outcome however will make every effort to repair to our Customer’s satisfaction and an no cost to our CustomerWe ask that the Customer let us know the date she will bring the sofa so that we may make the appropriate arrangements to serviceWe are open Monday through SaturdayWe look forward to a prompt and satisfactory resolution for our valued CustomerBest regards, *** *** Customer Care Operations Manager

Complaint: ***
I am rejecting this response because:
There has been previous attempts to repair the furniture in questionI am afraid that another repair will not remedy this issueWe will allow a technician to come back out and evaluate the furnitureBut can you please explain The Room Place definition of "use" ? Is it that within weeks of owning furniture from your company that customers complain about the comfortably and appearance of the furniture that was purchased? This is our issueThe sales woman in the store assured us that our choice was a good one and that we would be happy with this set long termWe feel The Room Place quality in workmanship and construction materials failed usThis furniture is not worth the money we paid and we are for certain it will not last in our household before we finish paying it offI am exhausted with this conversation and dissatisfied.
Sincerely,
*** ***

The RoomPlace was saddened to learn of our valued Customer’s perceptionWe extend our sincere apology if at any point we did not meet her expectations I
personally learned of our Customer’s concerns through a Yelp review however, could not locate the order with the limited name information until the receipt of this complaintPerplexed by the allegation, I reached out in hopes of better understanding the actual facts that occurred given our comprehensive finance training and Sales Associate’s flawless compliance record history During our conversation, the Customer indicated she was in the store a few times prior to 11/25/She alleges on one occasion, the Sales Associates did not honor the price on the sign and on her visit on the 25th, the Sales Manager ran her credit without her consent I personally conducted a thorough review as these types of allegations are very serious and extremely uncommon given the nature of our businessBased on facts presented from all parties involved (including a confirmation call by the secondary lender to the Customer while in the store and the additional information needed to proceed to the secondary option provided by Customer), I can only conclude that there must have been a misunderstanding as the events do not coincide and certainly do not support any willful wrong doingAs a side note, while many retailers provide various incentives based on credit applications, The RoomPlace has notIn one of our conversations, I inquired of our Customer as to what her expectations are in successfully resolving this concern, she indicated the sectional she wanted at no cost to her or a removal of the secondary credit inquiryThe RoomPlace is unable to deliver a sectional and no cost and cannot guarantee that we will be able to remove the inquiry despite best efforts and intentions however, in the genuine interest of customer service and in an attempt to continue our historic level of service, I have committed to personally working through our Customer’s request. I have initiated a deletion of the credit inquiry through the third party provider of serviceI am awaiting a response and will keep our Customer informed every step of the way until conclusion We are optimistic that the outcome will be favorable and to our Customer’s full satisfaction
With much respect and gratitude, Jasmine ***, Vice President, Customer Care Center

The RoomPlace extends our sincere apology for our Customer’s experienceAt times, and despite best efforts, there may be delays however they are very limited and all efforts are made to expedite the deliveryI have personally spoken with our Customer, apologized for her experience and reassured
her that I will oversee this matter through to a reasonable and satisfactory resolutionOnce resolved, I will provide an update through the Revdex.com as wellWe are an organization that stands committed to our Customers and continual evolvement of our service levels With much gratitude, Joyce *** Customer Care Manager

Regretfully and despite best efforts, we will not be able to make the delivery date of 10/as we had previously thought
to be the case but wanted to try regardlessThe merchandise is in route, we have the delivery scheduled for 11/I left a message for the Customer earlier to let us know if this date is not convenient for, we can reschedule later in the weekWhen I connected with our Customer previously on the matter, I commit to a credit which will be issued to her account upon successful completion of the delivery and in the genuine interest of Customer service and appreciations for your understandingI am not familiar with the case *** and am hoping to get some clarity when we connectWith much respect and gratitude, *** *** VP, Customer Care