The Roomplace

The RoomPlace is truly disheartened to learn of our Customer’s dissatisfaction and sincerely apologize his 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 deliveryThe RoomPlace has reached out to our third party delivery carrier with a request to expedite the delivery to our customer In an effort to continue our historically high level of customer service, The RoomPlace will be happy to request an extension of the Customer’s payment date by daysWe trust this favorable outcome demonstrates our commitment and appreciation for our loyal CustomerWe look forward to serving them for many years to come and being their retailer of choice when it comes to their and furniture needs.With much gratitude,*** ***Customer Care Operations Manager

The RoomPlace was disheartened to learn of our Customers experience and perceptionI personally reached out to our Customer to better understand the concern and will work with them towards a resolution as it relates to their financingIn the genuine interest of Customer service, we have complied
with their request on the creditWe look forward to concluding this matter for our valued Customer promptly and to their full satisfactionWith much gratitude and respect, Jasmine S***, Vice President, Customer Care Center

Our sincere apology for not meeting our Customer’s expectations despite the most genuine of intentionsWe strive to provide exceptional service across all touchpointsWe value and appreciate the feedback for continued evolvement in our service levelsI have offered to pick the product up for a full refund however, this offer was rejected by CustomerShe further went on to tell me that all the product has been delivered and she does not wish to returnUnfortunately, I am uncertain of what the expectation is at this point given our conversation and gesture in the genuine interest of Customer service offered and accepted for the Gift CardWe are happy to explore options in further assisting, please let us know what your expectations are for further considerationWith much gratitude and respect, *** ***, VP of Customer Care

The RoomPlace empathizes with our Customer andare truly sorry to hear of the concern and the perception however, is unable tomake adjustments on the accountThe financing is with a third party providerof credit, Comenity bankThe Credit Card Agreement provided upon enrollmentand time of purchase
clearly outlines the finance terms of the accountInaddition, Comenity bank mails the account holder all of the same (similar, ifnot exactly the same as an issuing bank of a Visa or MC would) Payments are due a month after the charge is made.Our records indicate the charge was done on 3/14/The statement sentdirectly from the bank should have been end of April Regretfully, due to consumer protection and orcompliance, we are not privy to any information on the Customer’s account whichincludes payment history nor are we able to dictate the terms of the credit inorder to assist despite our best intentionsIn the genuine interest ofCustomer service, we will be happy to inquire on options, if any, at this pointfor our Customer through the third party provider of credit however are unableto guarantee an outcomeWe look forward to providing what we hope will be a satisfactoryoutcome for our valued CustomerIn addition, we thank our Customer for herfeedback on her experience when she called the store and extend a sincere apologyfor the wait times she reference although not the norm, we will certainly addressat the store levelCustomer service is our primary focus and we are disheartenedto learn of our Customer’s experienceWith much gratitude and respect, Joyce***, Customer Care Operations Manager

The RoomPlace was sadden to hear of our Customer’s concern and perceptionUpon receipt of the complaint, we researched the order and
see that the Price Guarantee has already been processed by the StoreWe regret the delay and appreciate our Customer’s understandingWith much gratitude, The RoomPlace, Customer Care Team

Thank you for sending the photosWe are reviewing option to assist and will reach out to the Customer within the next few days with a final resolution.The warranty paperwork was provided at time of sale and emailed directly to the Customer by ***, third party provider of serviceThis would not be eligible under the protection planRegrettably, Customer did not notify us of the error until early June, product was delivered in July of 2016.Please refer to the plan highlights for protection coverage and exclusionsWith much gratitude, The RoomPlace, Customer care

I would like to express my extreme disappointment in my experience with the Roomplace My husband and I purchased two mattresses (a plush and a hybrid), mattress covers, pillows, a bed, and dresser at the store in McHenry The customer service experience at the store was good; however, everything else from that point on has been horribleAfter approximately weeks of enjoying our new mattresses, both of them sunk on the sides We heard a pop, and there was no longer support We would literally feel like we were falling off the sides of our mattresses After going back and forth with customer service, we got replacements It should not have been a difficult situation as it was within the 30-day timeframe, but it was Someone had to come to the house and look at the mattresses to determine if they needed replacing Only one was originally going to be replaced, until my husband got angryAfter receiving our new mattresses, the same thing happened to BOTH, approximately month later We spent over $6,at the McHenry store, and are left with below standard products Our mattresses are sinking in areas, and again, it feels as though we could roll off the sides I would rather have kept our year old mattresses as they were in better shape than the ones we are left withMy husband was traumatized by the last customer service experience that we are just dealing with these mattresses until we can afford new ones from a DIFFERENT retail providerWe will never make a purchase at the Roomplace again, and never purchase *** mattresses again Horrible store, horrible productsVery dissatisfied customer

Initial Business Response /* (1000, 5, 2015/02/02) */
I have personally spoken with our Customer as it relates to her concerns and apologized for the delay in refundI will personally oversee this to a successful and prompt conclusion for our valued Customer and truly appreciate her
kindness and understand during our conversationWith much gratitude and respect, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I did receive the refund checks and would like to thank youI had a company come and give me an estimate on the damagesI have attached as did send it to Craig on 12/21/which he stated he forwarded it on to your companyI would like this resolved quickly and if I can receive confirmation the repairs will be paid for them I am willing to settleUntil I know this is fully taken care of, I do not wish to settle as your company has already taken enough of my time and given me enough headachesI hope we are able to work this out soon
Regards,
*** ***

The RoomPlace understands that the Customer of record may not always be available for the delivery and does not require them to be presentAnyone over the age of designated by the Customer can accept the delivery at the Customer’s delivery address specified at time of purchaseWe delivery to the address of record provided by the Customer while in the store making the purchase and authorizing the charge (when paid by Bank Card) such as in this caseThe Customer of record called on 7/27/16, acknowledge his wife was at home for the delivery he was not and reported the loveseat damagedOur offer to review pictures for further considerations stands, please submit via the site for an expedited resolutionWe look forward to receiving the photos and concluding this matter for our valued CustomerWith much respect, The RoomPlace, Customer Care

The RoomPlace was sadden to hear of our valued Customer’s experience and perceptionI personally followed up with her to ensure a full,
satisfactory and complete resolutionWith much gratitude and respect, *** ***, VP of Customer Care

The RoomPlace was disheartened to learn of our Customer’s perceptionThe bedroom was delivery on 3/26/The bed was set up however, the slats were not in the vendor packed box, included with the bedThe
Customer wanted the slats brought out same day however, despite the most genuine of attempts, we were unable to return same dayCustomer said he will pick up the slats at our Distribution Center which he did and as a result was given a refund of the full delivery feeOur sincere apology for the inconvenience. Regrettably, we are unable to issue any further credits on the accountWith much respect, The RoomPlace Customer Care team!

The RoomPlace was dishearten to learn of ourCustomer’s concern and perceptionThe merchandise was delivered on 4/9/Ourrecords indicate the Customer elected to finance with a third party provider ofcredit, Great American Finance CompanyThe executed contract, dated 4/30/2015is attached
Monthly payments are required as indicated on the first page ofthe contractThe statement is mailed to the Customer by the finance provider followingdelivery which reflects the amount and date the payment is dueRegrettably, anddespite the most genuine intentions, The RoomPlace is unable to dictate theterms of the loan or waive the required monthly paymentsWe are truly sorrythat we are unable to meet our valued Customer’s expected however, will behappy to explore any other option to assist with the initial due date of themonthly payment if it will helpWe look forward to hearing back from ourCustomer and assisting where possibleRespectfully yours, Joyce ***,Customer Care Operations Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. If the RoomPlace can give me a fax number and person to fax to I will be glad to fax over the order letter.
Regards,
*** ***

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. Merchandise was delivered on 7/7/Service was dispatched in 2/17/to Customer’s home under the guidelines of the manufacturing warrantyThe technician indicated the cushions were conforming to use, no defects foundHe noted the Customer did not like the way the product was made and wanted the corners reconstructed to minimize the feel of the hardware used to construct the sofa however; this is not a service we can provide as it does alter the original specification of the manufacture’s designIn the genuine interest of Customer service, we are happy to review the photos to see what if anything we can do to assist our valued Customer’s with their concernPlease submit the photos of the item in its entirety and a close up of the concernUpon receipt, we will review all options to see what if anything can be done to assistWith much respect and gratitude, The RoomPlace, Customer Service

The RoomPlace is disheartened to learn of our Customer’s perception and sincerelyapologize for his experience. The RoomPlace is a reputable business andwe take great pride in serving our valued Customers exceptionallyAt times,and despite best efforts, there may be delays however they are
very limited andall efforts are made to expedite the deliveryI personally reached out to ourCustomer to apologize for the delay and reassured him that we are anorganization that stands committed to our Customers and continual evolvement ofour service levelsAs stated by our Customer, we did issue a gift certificateand provide a metal frame, to set up the mattress at no cost to our Customer.Regretfully, the headboard, footboard and rails are currently not in stockWehave a tentative date of arrival however do not have a confirmed date at thistimeThe Customer was offered the following options 1) return bedroom set fora full refund or 2) reselect to a different set currently in stock (ifgreater value, pay the difference) or 3) wait for the fulfillment of stock onexisting setBased on our conversation, the Customer was not pleased with anyof the option and indicated we are not helping him and doing anything for himand as a result will work through the Revdex.com towards asatisfactory outcome and disconnected the callWe are happy to assist withwhat we hope will be a favorable and satisfactory outcome for our valuedCustomer however are uncertain as to what the expectations are at this point consideringall options provide above were meet with disapproval We would bedelighted to deliver the items on backorder however and as stated previously,do not have a confirm date of delivery as of yet We eagerly await aresponse on above options so we can work towards a resolution for our Customer.With much respect and gratitude, *** ***, Vice President, Customer CareCenter

The RoomPlace was saddened to learn of our Customer’s perceptionOur General Manager has reached out to our Customer personally in
hopes of gaining more clarity and assisting with what we hope will be a favorable outcome to our valued Customer’s concernWe look forward to concluding this matter upon contact with the CustomerBest regards, The RoomPlace Customer Care Team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I had ordered dollars worth of furniture and the issue was that they could not find the order After phone calls I was finally told that if the billing address was different from the shipping the order would not go through., But my credit had been accepted and it appeared to go through I had to check my credit card to see that there had not been a charge but it took phone calls to even find this out You need a better way of handling online transactions AND you need better customer service The fact that you could not find the order goes at the heart of the whole issueThat was my complaint as well
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

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 04/21/We show no contact until the receipt of this complaintCustomer did elect to purchase the extended protection plan through a third party provider of service, Guardian however, this type of damage as described in the complaint is not eligible for service under the accidental protection plan purchasedThe RoomPlace in the genuine interest of Customer service is happy to review photos of the damaged items to determine what if anything we can do to assist our valued CustomerPlease submit a photo showing the item in its entirety and a close up of the damage via the Revdex.com siteWe hope to hear back soon and look forward to finding what we hope will be a favorable resolution for our loyal CustomerWith much respect and gratitude, The RoomPlace, Customer Care Team Tell us why here

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Thank you for taking my call earlier.Attached you will find the supporting documents requested by The Room PlaceThere is two pics of the couch where the seam came undone and also the invoice from the repair store that picked up the couch to repair it.As I mentioned, even before this happened, the deliver company put holes in my walls delivering the furniture and dents in my door so the whole situation did not start off well at all.I mentioned that there is a bedroom set at the Room Place my wife and I are wanting to purchase, but I was waiting to get this resolved firstI was hoping the company would stand behind their product and also their delivery teamThe store representatives told me one thing and then customer service told me anotherI am a very understanding person and I hate that I even had to take it to this level, but it was recommended by a store employee as the only way I would get taken care of like I should be.I do want to purchase the new furniture and I do want to be able to give the store a chance to rectify this situationIf they can't write me a check for the $repair, then what if I were to say give me a store gift card for $300? This would cover the $repair, plus some of the damage from the delivery service as wellThis would guarantee to the store that I am not blowing smoke about coming to buy the bedroom set, this would ensure that I am going toI have spent a great deal of my time talking to the store, going into the store, talking to the delivery company (several times), talking to customer service, and now having to go through the Revdex.comHopefully The Room Place will see their fault in this situation.Thanks for your time and help on this matter. *** *** *** *** ***, IN ***
Regards,
*** ***