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 claim. Our records indicate that the original delivery occurred on 9/30/The merchandise was replaced on 10/22/14, different setThe manufacturing warranty expired on 9/30/Customer contacted us past the expiry date, December of If Customer can provide us details as to what is damaged on each piece, when she filed a claim with *** and for what item / damage, we will gladly explore option in assistingPlease provide all the details via the Revdex.com siteWe look forward to hearing back soonBest regards, *** ***, Customer Care Operations Manager

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.The RoomPlace contacted me and I agreed to have them send someone from the moving company to fix my thermostatThe person came out on 10-13-and replaced the thermostat but he messed up the wiring and it does not work at allThe new thermostat came with labels that were supposed to be attached to each wire that he removed but he did not do that so now I can't even fix it myself because I have no reference to work withThey should have sent someone that installs thermostats for a living instead of a moverThe RoomPlace did offer to refund the delivery costs which I accepted but I have not seen that processed in my bank account yet.
Regards,
*** ***

So very sorry for the delayed response
"Arial","sans-serif"">The RoomPlace apologizes to our valued Customer if there was any misunderstanding at time of purchase in Since the introduction of the program, the guidelines have remained the sameIn an effort to continue our historic level of Customer service and consistently execute for all our valued and loyal Customers, we are unable to meet Customer's expectations and issue a refund of the No Use No Lose warranty creditThe credit is in-store, valid for a year from date of issuance on purchases of $and aboveThe Customer has an in-store credit of $The RoomPlace extends our sincere apology that our Customer is not satisfied with the in-store credit however, and as much as we would love to meet his expectations, we simply must remain consistent in our practices for the good of all of our CustomersWith much appreciation for our Customer's understanding and loyalty*** *** Customer Care Operations

The RoomPlace was disheartened to learn of Customer’s perceptionThe original merchandise was delivered in October of The set did
not meet with the Customer’s expectations, in the genuine interest of Customer service, we offered a reselectionCustomer reselected however the 2nd set delivered was not to the Customer’s satisfactionI personally extended a one-time voluntary accommodation to the Customer to picking up the set and issue a refund in fullThe discrepancy is $(which is the difference from the reselection in April)Customer informed me end of July of the discrepancyUpon further review, it was discovered that the credit remained on the account for $from origin purchase was not linked when refund was initiated on the 2nd deliveryThis $discrepancy will be adjusted and credited back to the CustomerFor clarity, the Customer was provided exceptions outside of our practice / routine, resulting in a clerical oversight / processing error, at no time would The RoomPlace commit to a full refund and not follow through to the exact penny. We take great pride in exceptional service levels and ethical business practicesThe refund of $will be completed this week, may take to weeks to post on the Customer’s account
Best regards, Jasmine ***, Vice President, Customer Care Center

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The Room Place ran multiple promotions in the month of December that accredited cash back to clients, enclosed please find two flyers stating thatIf I had cancelled my order and repurchase the items, said promotions would had been applied to my purchaseThe only reason I did not do this, is because when I called to inquire a customer service agent adviced me that if I did my pick up date would be pushed back beyond Dec 25th, push comes to shove the furniture still left a couple of weeks later and I didn't get the promotion.Now I understand you contacted the bank and the delivery company, but you've yet to give me any conclusive answer as to what I am asking forWhen is the furniture going to be delivered? When is my next payment due?Regards,*** ***

The RoomPlace extends our sincere apology and was disheartened to learn of ourCustomer’s perceptionThe merchandise was delivered on 8/7/In thegenuine interest of Customer service, upon our Customer’s request, and as a one-timevoluntary accommodation, we are exchanging the damaged chair an no
cost to ourvalued CustomerIn addition, we have issued a full refund in the amount of$for the extend warranty purchased with a third-party provider of serviceThecheck was mailed out on 8/30/We value our Customer’s business and trustthe favorable resolution meets with our Customer’s full satisfactionWithrespect, Joyce S***, Customer Care Operations Manager

Initial Business Response /* (1000, 5, 2015/01/17) */
Contact Name and Title: ***
Contact Phone: ***
The RoomPlace is truly disheartened to learn of our Customer's perception and sincerely apologize for his experienceThe extended warranty purchased by the Customer is
with the third party service provider ***There seems to be some confusion as the documentation provided by our Customer is not for ***, it is for a *** warranty, which The RoomPlace does not offerThe RoomPlace offers the in-store credit for the amount of the warranty protection (provided no claims are filed within the year *** warranty period)The NoUse NoLose guarantee is through The RoomPlace, not ***The in-store credit of $has been issued to the Customer's in-store credit account, valid for a period of one year from date of issuance on purchases of $and aboveThis in-store credit will expire on ??????? The RoomPlace takes great pride in serving our Customers exceptional well and extend our sincere apology for not meeting our Customer's expectations despite best efforts on mutual parts and intensionsIf we can provide any other clarity, please let us know
***
Initial Consumer Rebuttal /* (3000, 7, 2015/01/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ok I get it it's not guardianHowever we were misled at the time of saleWe were told we would be refunded the 75$Not that we would be given a store creditI would not have gone this far on my complaintAfter more than five yearsIf I was told anything differentI do not accept what they are now changing it toA 75$ credit is only good if I needed furnitureI don'tAnd now I don't feel the Room place is a creditable business
Final Business Response /* (4000, 9, 2015/01/26) */
As much as we would love to meet our valued Customer's expectation, in all fairness to all of our Customers who qualify for the program, we must comply with the guidelines of the NoUse NoLose warranty program and be consistent in our practicesFrom the initial launch, the guidelines have remained the same and have been administered as suchDespite best efforts and intentions, we are unable to issue a refund as this is an in-store credit programI will personally reach out to our valued Customer, offer my sincere apology for not meeting his expectation and hope that our Customer will understand and accept the in-store credit issued on the accountWith much gratitude, *** Customer Care Operations Manager

The RoomPlace was disheartened to learn of the Customer’s concern and puzzled by the allegationThe Customer placed an order on 4/28/As evident by the signed delivery confirmation receipt, attached for your review, delivery was completed 5/27/ Delivery address coincides with the
address provided at time of purchase by CustomerThe Customer filed a dispute with the bank which issued the Credit Card as it relates to the same however, upon providing the confirmation of delivery the chargeback temporally provided by the bank during the investigation was reversedRegrettably, we are unable to meet the Customer’s expectation and issue a refund for merchandise delivered With much respect and gratitude, The RoomPlace, Customer Care

At the time the Customer placed the order, she provided contact numbers and the delivery address
Roman" size="3"> Day prior to the delivery, the Carrier confirmed at the number ending in that the delivery address / residence, merchandise being delivered is correct and provided the estimated delivery time frameDelivery was completed on 4/5/16, delivery ticket available upon requestOur records indicate that the Customer called same day requesting a cancelation of the order however, the product was already out for delivery and confirmed delivered prior to the callWe have been in contact with all parties on the order, bill / ship to contacts and offered to pithe product and issue a refundA piwas scheduled on 4/8/16, when the Carrier arrived, there was no answer at the doorRegretfully, we are unable to issue a refund for product delivered to the address provided by Customer at the time of placing the orderWe will however, in the genuine interest of Customer service, attempt a final piat the address of record, provided there is no damage to the productThis offer expires, 4/17/With much respect, *** ***, Customer Care Operations Manager

The merchandise was delivered 12/31/Damages reported to the third party provider of service, *** did not meet with the terms
and conditions of the protection planThe RoomPlace was contacted by Customer of recorded prior to receiving this complaint and has in the genuine interest of Customer service and as a one-time voluntary accommodation fulfilled their extended warranty despite claim ineligibility under the third party providers policyThis is a voluntary, one time accommodation for our loyal CustomerNo other exceptions will applyBest regards, *** ***, Vice President, Customer Care Center

We purchased a *** sofa in November with an extended warranty Boy are we glad we did The warranty doesn't even tell you that you are dealing with a second party We have no Warranty information on this except the bill of sale We have had nothing but problems with the left side cup holder/electrical connection This past time it went out *** had us call *** to come out to fix it but they did not have the part they needed This was September and now it is the middle of November and I finally just received the part from *** so *** can install it I was told in early October we would have the part and it never came while we were on vacation *** has been wonderful in chasing it down for us but with the customer service we have received from ***, we will NEVER purchase from them again I like their items but customer service is key for my business This is one of the worst customer service I have ever dealt with There are plenty of furniture stores out there

The RoomPlace empathizes with our Customer and are truly sorry to hear of the concern and the perceptionThe order delivered on April 11, The
financing is with a third party provider of credit, *** bankThe Credit Card Agreement provided upon enrollment and time of purchase clearly outlines the finance terms of the accountIn addition, *** bank mails the account holder all of the same (similar, if not exactly the same as an issuing bank of a *** ** ** would)The monthly statement sent by the bank monthly reflects the terms of the plan and the date in which payment in full is due to avoid any interest accrued from date of purchase (as most statement due which offer promotion periods to assist with payment in full with no interest over a designated period of time). Regretfully, due to consumer protection and or compliance, we are not privy to any information on the Customer’s account which includes payment history nor are we able to dictate the terms of the credit in order to assist despite our best intentionsIn the genuine interest of Customer service, we will be happy to inquire on options, if any, at this point for our Customer through the third party provider of service however are unable to guarantee an outcomePlease let us know if we should proceed with inquiry and if so, please be specific as to what your expectation’s are so we may properly convey the requestLook forward to hearing back soon, with much gratitude, *** *** VP of Customer Care

Initial Business Response /* (1000, 5, 2014/06/06) */
We are truly disheartened to learn of this complaint and our Customer's perception
The RoomPlace offer a day price match guarntee
If, within days following the date of your purchase, The RoomPlace or a local retail competitor
with a retail store in the same market area is advertising a lower price for the same in-stock, first quality merchandise from the same manufacturer on the same terms and conditions, after verification, The RoomPlace will refund the difference on furniture itemsOn mattresses, The RoomPlace will refund the difference, or your mattress is free (Excludes: TempurPedic and ComforPedic)The merchandise needs to be in stock and available for immediate delivery from the competitor
Our day price match guarantee does not apply to our or our competitors limited-quantity, non-displayed, ostock, online offerings, open-box, electronics, refurbished or used items, special order, AS IS, outlet, or clearance merchandise, floor samples, maincentives, bonus or free merchandise offers, super savers, rebates, special financing, bundles, doorbusters or other similar offers, and is not available once you have exercised your right under The Total Satisfaction GuaranteeThis policy does not apply to typographical errors, or a competitors price that resulted from a price match
The merchandise purchased is an outlet product, specifically excludedIn addition, we were unable to validate the make/mode/stock availability over the phone / online from the retailerIn the genuine interest of Customer service, we had engaged a member of our team to personally visit the location and verify however, our Customer was unwilling to wait until the next business day and as such, we picked up our product and issued a full refund on 6/4/We trust our resolution was to our Customers satisfaction and appreciate the opportunity to serve herBest regards, *** *** VP of Customer Care

Initial Business Response /* (1000, 5, 2015/07/15) */
The RoomPlace was disheartened to learn of our Customer's perceptionThe original delivery was on 6/4/Multiple attempts were made by drivers to fit merchandise in the home throguht various doorways however, all attempts failed
Customer reselected on the product however at time of delivered it was confirmed that part of the set was miss labeledThe item was redelivered on 6/16/As a result, and in the genuine interest of Customer service, we did refund the original delivery fee to our valued CustomerRegrettably, and despite the most genuine to attempts, we are unable to meet the Customer's expectation and issue additional refund on the orderWe are happy to extend a $Gift Card to our Customer, valid for a period of one year at any one of our showroom locationsE look forward to hearing from our Customer and concluding this matter promptlyWith respect, *** Customer Care Operations Manager
Initial Consumer Rebuttal /* (3000, 7, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is just restating what the issues were and the unacceptable compensation that was originally offered were offered againNo additional compensation has been offered so nothing has changed
Final Business Response /* (4000, 9, 2015/07/18) */
The RoomPlace in the genuine interest of Customer service is happy to extend a $Gift Card to our valued Customer which can be redeemed at any one of our Showroom location for a period of one year following the acceptance of the offerWe look forward to hearing from our Customer soon and trust this voluntary offer meets with her full satisfactionWith respect, *** Customer Care Operations Manager
Final Consumer Response /* (4200, 11, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again, nothing has changedThey keep repeating themselves and are offering no further compensationUnacceptable

The Room Place used to be one of the best furniture store to shop for great service and products Now the store is full of it! Misleading customers, lying about delivery dates and basically unable to fulfill their promisesThe salespersons will tell you anything to get you to buy I saw two salesmen on one occasion, one tried to tell me that the sofa set I was interested in was genuine leather, when I called him out on it, his reply was, " oh its 17% leather, really!!!! This is the kind of service that I detest
You make purchases in the layaway and they provide you with a delivery date and inform you that all is required for delivery is to pay the balance off week prior to delivery I paid the furniture off week and days in advance and was told that my furniture will be delivered a month from the day I paid off the furnitureSince then I have been advised that the delivery date has changed again further in the future than before Providing information to customer misleading clients is unacceptable and these stores should really be held accountable for their actions I ordered a customized table pad for the table I ordered from The Room Place I am requesting that I be reimbursed for the $I paid based upon this misleading information Of course they will fight me on this, however, I am calling the Consumer Protection Agency Its not the customer's fault that the warehouse burned down and quite frankly I am sick and tired of hearing this excuse as a reason why they cannot have our furniture delivered as promised
Poor, poor, poor customer service I give this store a negative rating

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 7/10/Due to the delay in receiving parts (pillows), we attempted to exchange the cuddler on 9/18/however, according to our records, the Customer took the pillows and refused the cuddler exchangeWe show a service technician was dispatched on 6/4/The technician reported breakage on the panel however, fully repaired and up to manufacturing specifications. the cuddler in question is the left side facingBased on the successful completion of the repair reported by a third party technician, we are under the assumption that the concern is resolvedIf this is not the case, please provide clarity as to what the outstanding issue is so we can promptly assist with a resolutionWith much gratitude, The RoomPlace Customer Care team

The RoomPlace extends our sincere apology for the delay in fulfilling our valued Customer’s
order as personally conveyed to our Customer by our Delivery SupervisorThe merchandise is scheduled for delivery on 6/11/The delivery fee will be refunded despite the service being provided in the genuine interest of Customer service and as committed however, no additional discounts are available on the orderWe truly apologize for the delay and look forward to completing this deliver for our Customer promptlyIn addition, we are happy to issue a $Gift Card valid for a period of one year from date of issuance and redeemable on further purchases with our Customer acceptanceLook forward to our Customer’s reply for a prompt conclusionBest regards, The RoomPalce Customer Care Team

The RoomPlace was disheartened to learn of our Customer’s experience and extend our sincere
apology for the delayThis allegation is startling and a thorough investigation will be conducted as this type of behavior is unacceptable nor reflective of our commitment to Customer satisfactionWe take great pride in serving our Customers well and are fully committed in continuously evolving our service levels for our valued CustomersOur records indicate the order is scheduled for delivery 7/21/Although certainly not the norm for the delay in fulfilling orders, from time to time, we do experience a bump in the road however, we diligently work with our vendors to expedite the delivery where possibleI personally reached out to our Customer and apologized for her experience and will be sending her a Gift Card in the genuine interest of Customer service and appreciationWith much respect and gratitude, Jasmine ***, Vice President, Customer Care Center

The RoomPlace was saddened to learn of this, we are very perplexed by the allegation and need our Customer's help in better understanding the issueI personally reached out to
the Customer for further clarity as it relates to the matterUpon connecting with the Customer, I will provide and updateBest regards, Jasmine ***, Vice President, Customer Care Center

I spoke with the Customer personally and commited in the genuine interest of Customer service of fulfilling the extended warranty on the sofaCredit is forthcomingBest regards, *** *** VP of Customer Care