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 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 February 17, Customer contacted us on February 13, to report multiple issues with the sectional Service was dispatched under the one year limited manufacturing warranty to assess the damage and is returning on March 23, to complete repairsRespectfully, *** *** 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 May 16, The Sofa was exchanged in September of The one year limited warranty expired on May 16, Customer contacted us in September of requesting a replacement of the ChaiseRegrettably and despite best intentions, we are unable to meet our valued Customer’s expectation and replace the Chaise however, as our Customer to submit picture of the item in its entirety and a close up of the damage so we may explore option is any in the genuine interest of Customer serviceWe look forward to receiving the photos and working towards what we hope will be a favorable outcome for our CustomerBest regards, The RoomPlace Customer Care Team

I have very bad experience dealing with this storeI placed an order of living room sectional and I explained to the sales manager that I need the furniture delivered before my daughter's christening which is about more than weeks in advance On the day of the delivery, my order was incompleteThe delivery driver was very rude and unprofessionalWhen I informed him that my order was incomplete and a misrepresentation of what I ordered, he said that he does not know exactly what I ordered, I requested that he calls his office to confirm the content of my order, he refusedThe driver said he delivers whatever is given to him by the office to deliver to customersI requested that he should wait for me to call the store, he refused and demanded that I sign the delivery receiptWhen I refused to sign the delivery receipt because I was unsatisfied with the order, he took the paper, signed it himself and drove awayI called the store to speak with the sales manager regarding my order, I was put on hold and the phone disconnectedI drove to the store to meet with the sales manager, I explained to him that my order was incompleteI also told him that some of the features on the furniture is not the same with the sample he showed me in the store and the furniture does not reclineI explained to the sales manager the experience I had with the driver and made it clear that I want the furniture returned to the storeThe sales manager said they are sorry and that he will go to the store manager to talk to him about my order, he came back to me and said that I should go home, that someone will come to take the furniture backThis happened on a Saturday, I waited till Monday and no one came to take the furniture of even contact meWhen I called customer service to have my problem resolved, they transferred me back to the same sales manager who again promised to call me back and never didThe sales manager did exactly the same thing two more times before I requested to meet with the store managerThe store manager promised that he will send a technician to my house with my correct order, on the day of the appointment, the technician came to my house without my correct orderWhen I explained to him the expectation I had with the store manager, he said he is not aware of that and that he is an independent contractor sent to check why the furniture does not reclineWhen I called the store manager and left him a message, he did not respondI called customer service, they referred me again to the same sales manager who started my horrible experienceThe problem is still unresolved and just two days ago, I received an alert from my identity monitoring company that they sent a negative report to my credit record while the problem still unresolved

I made a purchase at the Roomplace and I was offered by the sales person an additional benefit on the insurance that if I did not use the insurance purchased in that period I would be reimbursed my money I did not use the insurance within that time and I received a store credit for the amount of the insurance but in order to use that amount which was promised to me instead I received a store credit but I have to make an additional purchase to use itWhy should I have to spend and additional to get my money I should have gotten a store credit which I could of use with a purchase but not where I have to spend additional money to buy something It is more than double the amount I was due This is representation on to the customers for additional insurance benefitsIn my opinion it is not good for the consumer I called customer service and they said well this is our policy and we can't do anything about itWhat kind of policy is this if the customer is not notified they will have to make additional purchase and an amount

The RoomPlace extends our sincere apology for the delay in securing the part for the repair of the Customer's item within the week estimated time periodAlthough not very frequent, at times, and despite
best intentions, there may be delays however, all efforts are on expediting the fulfillments for our valued Customer
The cup holder will be shipped to our Customer on December 23, We are truly sorry for the delay and appreciate our Customer’s understandingIf we can be of any further assistance, please let us knowWith much gratitude and respect, The RoomPlace, Customer Care

Complaint: ***
I am rejecting this response because:
Complaint: *** I am rejecting this response because: I contacted the company after the delivery and was told that my warranty expiredHence, this claimI asked for the plastic to be removed from the warehouse and Roomplace agreed yet continued to deliver the furniture with plastic bolted down from the seamswhich the delivery team refused to removeMoreover, the delivery team is a hired third party and continued to make things worse by being carelessThe mirror was attached using a stripped hole and could have easily fell on someoneI recently moved and can't attach the mirrorAll the plastic and useless mirror is an expensive eyesoreI would like a discount of at least $
I have sold furniture in the past and have never provided this much horrible customer service for valid points of defected merchandise Sincerely,
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2014/03/11) */
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In response to this complaint, The RoomPlace extends our sincere apology for our Customer's experienceAt times and despite best efforts on mutual parts due to unforeseen
circumstances, there will be hiccups in the road but we stand committed to providing a prompt and favorable outcome for our valued CustomersThe RoomPlace is not only a reputable establishment but prides itself on over year history of successfully serving Customers in ChicagolandWe believe the outcome offered to our customer is a favorable one and we appreciate our Customer's commitment to work through these concerns with us and their loyaltyWe look forward to serving them for many years to come and being their retailer of choice when it comes to their mattress and furniture needs
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Complaint: ***
I am rejecting this response because:
Please provide my contact information to The RoomPlace as I have not yet been contacted by anyone from The RoomPlace:
*** ***
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Sincerely,
*** ***

The RoomPlace was under the impression the matter was successful resolvedGiven the developments and in an effort to conclude this matter for our valued Customer promptly, The RoomPlace will issue a check in the amount of the submitted invoice directly to our CustomerThe check will be mailed on 11/4/We extend our sincere apology for the delay in completing the repairs by our Carrier and are grateful for our Customer’s understandingWe trust this conclusion 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 extends our sincere apology for his experienceAt times and despite best efforts on mutual parts due to unforeseen circumstances, there will be hiccups in the road but we stand commitment to a prompt and favorable outcome for our valued CustomersOur records confirm the set was delivered on 11/18/15, no issues or damages reported until the receipt of this complaint
We encourage our Customers to inspect their merchandise upon delivery or at the time of pick-upIn the rare occurrence that merchandise arrives damaged, we ask that they please notify our Customer Care Center by phone at (630) 783-within three (3) Days from deliveryArrangements will be made to correct the damage in the Customer’s 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
In the genuine interest of Customer service, we are happy to review pictures to determine next steps in assisting our valued CustomerPlease submit via the Revdex.coms site so that we have a record on fileWe value and respect our Customer’s time and are confident we will be able to conclude this matter promptly, reasonably and to our Customer’s satisfactionWith much gratitude, Joyce ***, Customer Care Operations Manager

There is complaint #s, 10927625, 10886009, and associated with the same Customer and
issue Here is our response provided to complaint (was previous complaint which we can no longer access due to the site upgrade and the was provided by Customer)if possible, can we consolidate into one?
The RoomPlace was disheartened to learn of our Customer’s concerns and extend our sincere apology for the perceptionThe merchandise was delivered on 8/17/Our records indicate the Customer contacted us to report damage on 8/18/to the Left Arm Facing Chaise and file an in-home damage claimAn exchange was created and scheduled for 8/21/Upon attempt to exchange, it was determined that the item cannot be delivered due to narrow passage way / door without further damage and the Customer was given the option to return the set for a refund or keep “AS IS” for a $allowance on the chaiseTo date, neither option were acceptedRegrettably, we are unable to open the attachments in the complaint however, we have reached out to Acceptance Now to inquire as to the status and next steps as this item is being leased by themAs it relates to the in-home damage, the owner of Altimate Delivery Service, has attempted to reach out to our Customer to gain access to the apartment to assess the damage and conclude the matter however to date has not been granted accessWe value our Customer and want to conclude this matter to his full satisfaction however, 1) we will need to gain access to the apartment to assess damages and 2) partner with both Acceptance Now and Customer as it relates to the damage on item and next steps which are either an allowance to keep as is or pick up for a full refund I will personally reach out to all parties and assist with a prompt resolution to this matter and provide an updateWith respect and gratitude, Jasmine ***, Vice President, Customer Care Center

I purchased a lamp from the RoomPlace on July 5, 2014, there was one-year warranty on the lamp which I recently found out while filing a claim for another piece of furniture purchased
The lamp was poorly madeThe part where the bulb screws into has completely fallen apart making the lamp unusable I have been a customer of the RoomPlace for over years and was told that there is nothing that they can do The lamp hasn't endured any damages, I believe it was just poorly made or it was the floor sample
After contacting the merchant on March 9, 2016, I was very disappointed because I thought the lamp was covered for five years under a warranty I paid at least $on the lamp and is very unhappy of not being to use it ever again

The RoomPlace extends our sincere apology if we have not met your expectation despite the most genuine of intentionsRegrettably, the drivers were not aware of any downlines at the time of delivery however, it is
our understanding that the Carrier has been in contact with our mutual Customer and the lines are restoredIf we can help in any other way, please let us knowBest regards, *** *** Customer Care Operations Manager

The RoomPlace was disheartened to learn of the Customer’s perceptionUpon learning of the concern, our General Manager of the store
reached out personally to offer her genuine apology and assistance
Customer was gracious to accept and will be visiting the showroom to make a new selectionWith much gratitude, *** *** Customer Care Operations Manager

The RoomPlace was sadden 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 9/12/The manufacturing warranty expired on 9/12/Our records do not show any damages reported to the merchandise prior to March of The Customer did elect the extend protection plan with a third party provider, ***The plan is accidental and requires the incident is reported within days of occurrenceWe are happy to reach out to the provider of service and inquire on the states of the claim and share any other additional information the Customer may be able to provide usPlease submit pictures via the Revdex.com site of the entire sectional in its entirely and a close up of the damageWe look forward to receiving the information and assisting with a resolutionWith much gratitude, The RoomPlace Customer Care team

The check refund is now in process following the required closed credit card agreement executed by Customer in accordance with the
procedure when the original method of payment cannot be executed as a refund due to the account being closedWe apology for the delay however, in order to proceed, when the account is closed, do require a signed acknowledgment from Customer to refund in a form of a check verses the original credit card used at time of paymentWith 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 ***, and find that this response/resolution is satisfactory to me.
Regards,
*** ***

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 deliveryWe will proceed with the cancelation of the order and a refund per Customer’s request With much gratitude, The RoomPlace Custoemr 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
Regards,
*** *** I reject the resolution as it does nothing for the fact that it took them over a month beyond when we were promised our product in the first placeIt also is a slap in the face that for over a month representative after representative were making promises after promises to my wife and I as to when we would receive our rail.Offering a refund for $rails does not do anything if you want to keep a valued customerThey way we were given the run around is beyond how a business should operateThat small offer is being made because we contacted the Revdex.com in the first place.I was told over the phone oh well, sorry for my luck in regards to my purchaseIf we were true valued customer something would have been offered weeks agoIf you want to retain a customer, try harder and offer something to customers who are supposedly "valued customers"

Initial Business Response /* (1000, 5, 2014/04/02) */
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The RoomPlace is truly disheartened to learn of our Customer's concernFor 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 use, this merchandise was delivered 08/08/The RoomPlace offers our sincere apology to our Customer if at any point we did not meet their expectationsThe RoomPlace is not only a reputable establishment but prides itself on over year history of successfully serving Customers in Chicagoland
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