The Roomplace

The RoomPlace extend our sincere apology for the perception and the delay
"margin: 0in 0in 0pt;">The Gift Card was previously sent to the Customer however, Customer informed us he did not receive itWe have validated that the Gift Card has not been redeemed, and as a result, cancelled the original card and re-issued a replacementNew Gift Card was mailed on 7/13/The total Gift Card amount is $323.99, which is the exact amount of the warranty on the aforementioned purchase form We are grateful to our valued Customer for bringing this to our attention and trust the resolution meets with his full satisfactionWith much gratitude and respect, The RoomPlace Customer Care Team

Based on previous communications, service and parts provided, we are unclear as to what is outstanding and as such are hoping to connect with our Customer for further clarityI have provided both office and cell phone numbers and am waiting for the Customer’s call or if easier, please provide clarity in the Revdex.com response as to what is still outstanding so we can work towards a resolutionRespectfully, I am unable to proceed without understanding what is outstanding at this timeLook forward to speaking with the Customer soon and concluding this matter to what I hope meets with our Customer’s satisfactionWith much respect, Jasmine S***, Vice President, Customer Care

Complaint: ***
I am rejecting this response because: you have failed to satisfy my request for a refundi will report this to the press to let the people know how scandalous your policy are to its customersThis is your last chance
Sincerely,
*** ***

The RoomPlace would like to thank our Customer for bringing this matter to our attentionUpon thorough review, we believe the discrepancy resulted from the original package price which included the adjustable base to the single mattress reselectionWhen comparing the original package purchased
with the reselection mattress and taking into account the adjustable base previously purchased, we show the Customer is entitled to a total credit of $Our sincere apology for the error, the Customer’s account will be credited in the amount of $
As for the credit life, this is offered at time of credit inquiry, Customer is required to either decline or accept by initialing the applicationThere is no cost on the deferred interest plans unless a payment is not made timely and or Customer defaults on the loan termsThe RoomPlace prides itself on ethical business practices and can ensure our Customer that this error was not deliberate by any means and would have been corrected during our internal audit processes resulting in above creditWe extend our sincere apology and appreciate the opportunity given to review the account in detail and adjust accordinglyWith much gratitude and respect, Jasmine S***, Vice President, Customer Care Center

The RoomPlace was disheartened to learn of the Customer’s perception and alleged concerns with the product
We extend our sincere apology for not meeting our Customer’s expectations despite our most authentic of intentions In the genuine interest of Customer service, The RoomPlace has picked up the base and mattress and issued a full refund to the Customer’s accountWe trust the resolution meets with our Customer’s full satisfactionBest 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 material and workmanship under useThe merchandise was originally delivered 7/8/16, with a couple of exchanges, last successfully completed on 8/2/16. Our records indicate the Customer contacted us on 8/17/to report a missing leg on the wedge from 8/2/deliveryThe leg was mailed to the Customer on 9/1/On 10/19/16, Customer contacted us to report floor damageThe floor damage was not a result of damaged caused by the delivery service nor was it reported during the day visible damage window from date of deliveryRegretfully, we were not able to meet his expectation and open an in-home damage claim to repair the floorNo further documented contact until the receipt of the Revdex.com compliant, Yelp review and call from Customer at which time service was offered on the sofa however, not scheduled as Customer was going to check his availability prior to scheduling the serviceIn response to my request for contact from the Yelp review, Customer did reach out via email however, perplex, I thought it would be best if we can connect voice to voice to ensure clarity on all concernsI left my direct number for the Customer and am hoping we connect soonWe look forward to an expediting resolution for our valued CustomerWith much respect and gratitude, Jasmine S***, VP, Customer Care

The RoomPlace extends our sincere apology for the delay in exchanging the chairsThe exchange was created the same day of the delivery
and is being completed on 9/28/ We thank our valued customer for his patience and appreciate his understanding as we work towards a successful completionWith 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 have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The Room Place states that they value me as a customer How do they value me as a customer? If they value me as a customer, they would have taken the damaged furniture back when my wife refused it If they value me as a customer they wouldn't have tried to unlawfully charge me full price damaged furniture If they value me as a customer they wouldn't have tried to illegally and unlawfully forge my signature on the delivery paper If they value me as a customer I wouldn't have to file a complaint with the Revdex.com If they value me as a customer I wouldn't have to open a dispute with their bank (*** ***) If they value me as a customer I wouldn't have to file a complaint with the FTC If they value me as a customer I wouldn't have to contact my attorney If the Room Place values any customer they would have launch an internal investigation to protect their Valued Customer In all this how and where does the Room Place value me as a customer or any customer I am NOT going to take any pictures as I did NOT authorized the placement of this furniture on my property The responsibility of this furniture falls on the Room Place and NOT me The Room Place can either pick up the furniture as is or we can talk about a pricing discount They are more than welcome to send someone over to see the couch, but I am NOT going to take pictures This unvalued customer have been inconvenience for months, which is long enough If they decide against negotiations then they can deal with the bank and FTC Furthermore, The Room Place needs to understand that if we come to an agreement the agreement is for the furniture only I will not withdraw my complaint to the FTC as The Room Place unlawfully forge my signature The Room Place needs to review the policy and procedure with regard to protecting their customers against unlawful practice.
Regards,
** **

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 understand that this falls outside of the store policy, but I did try and return the ottomanA week after the initial order, where they delivered the right ottoman and wrong chair, my girlfriend and I contacted the RoomPlace to return the ottoman because they failed to order the chair, even though the previous week they said the order was placed and would be deliveredWe were told by a representative of the store that we couldn't return the ottoman because "it was part of a set" and that we can't return an individual itemWhen I spoke with the Manager of the store, Marcus, a few weeks ago he said that we shouldn't have been told that and should have been able to return the ottomanI even brought the item, which has not been used, to the store of original purchase and the manager, Marcus, said that it would be picked up for a returnAgain, I understand this normally falls outside of company policy, but I did try and return the ottoman but was told by the store that I couldn't because it wasn't with the chairThen I'm told something completely different months later, even after the Manager said they would take it backI have purchased products from this place of business before, but after this stressful situation, which should have been solved when we initially tried to return it but was told we couldn't because it wasn't with the chair, it will be difficult for me to give my business to the RoomPlace ever againThis is completely unsatisfactory
Regards,
*** ***

The RoomPlace is disheartened to learn of our Customer’sperception and sincerely apologizes for their experience. The RoomPlace is a reputable business and wetake great pride in serving our valued Customers exceptionallyAt times, anddespite best efforts, there may be delays however they are
very limited and allefforts are made to expedite the deliveryI will personally call our Customeras it relates to the concerns and work with them towards a prompt and favorableresolution With much gratitude, JasmineS***, Vice President, Customer Care Care

We extend our sincere apology to our valued Customer for the experience, delay and error in rescheduling the deliveryAlthough not the
norm, from time to time, there are hiccups along the way but every effort is made to promptly and successfully resolve all concernsWe appreciate our Customer’s understanding as we continue to evolve in our service levels and are hoping he will consider us in the future and allow us to demonstrate our Customer commitment and loyaltyThe refund is processed and an in-store Gift Card on the way, valid for a period of one yearWith much respect and gratitude, The RoomPlace Customer Care Team

Initial Business Response /* (1000, 5, 2015/05/07) */
The RoomPlace is disheartened to learn of our Customer's perception and sincerely apologizes for her 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 deliveryThe merchandise is being delivered to Sugar Land, TXThe carrier picked up the merchandise on 4/30/from our Distribution Center in Woodridge, IL., National Deliveries can take 14-days from the time the order is picked up until the date of deliveryThe carrier will contact the Customer to schedule the date once the product arrives in TXOur apology again for the delay and her experienceWe are an organization that stands committed to our Customers and continual evolvement of our service levelsWe thank our Customer for her willingness to work through these concerns with us and her buinessWith much gratitude, *** ***, Customer Care Operations Manager

Initial Business Response /* (1000, 5, 2014/12/29) */
Contact Name and Title: ***
Contact Phone: ***
In response to this complaint, The RoomPlace apologies for the negative perception of our Customer and are truly sorry for his experience; we value our Customer very much
and are here to assist with his concernsI have personally reached out to our Customer to fully understand his concerns and have reviewed all documentation as it relates to the claimIn an effort to continue our historically high level of customer service, The RoomPlace will make every effort to assistOnce the Customer and I connect, I will provide an update to the Revdex.comI would like to thank our Customer in advance for his willingness to work through these concerns with us
With much gratitude,
***
Customer Care Operations Manager
Initial Consumer Rebuttal /* (3000, 7, 2014/12/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The manager did reach out to me but just left a voicemail.I have called her back twice but have not heard anything backAt this point I have not had any form of communication from the roomplace besides a voicemailThey have not offered me anything so far
Final Business Response /* (4000, 9, 2014/12/31) */
In response to the rebuttal, I have personally spoken with the Customer today to fully understand his concernsAfter reviewing all documentation as it relates to the claim, in an effort to continue our historically high level of customer service, the Customer and I have reached an agreeable resolutionWe trust this favorable outcome demonstrates our commitment to our loyal Customer, and our appreciation for our Customer working through these concerns with usWe look forward to serving them for many years to come and being their retailer of choice when it comes to their furniture needs
With much gratitude,
***
Customer Care Operations Manager

The RoomPlace was saddened to learn of our Customer’s perception, the mattress was delivered on 9/16/We have been to the Customer’s home on separate occasions to conduct a thorough inspection of the mattressEach inspection confirmed that the mattress is within manufacturing specification
with no defectsAs a one-time voluntary accommodation in the genuine interest of Customer satisfaction, The RoomPlace will replace the mattress outside of the manufacturing guidelines provided the mattress has no stain, soil or any other damageIf Customer can confirm the mattress is damage / stain free, we will proceed with an in-store reselection in the amount of the mattress, $towards a new purchaseThe credit will be applied upon pickup of the mattress in the homeWe look forward to our Customer’s response and concluding this matter to our valued Customer’s satisfactionBest regards, The RoomPlace, Customer Care Team

Initial Business Response /* (1000, 5, 2015/03/26) */
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 the Customer's expectations and issue a refund of the NoUse NoLose 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 $which will expire on 03/14/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 her 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*** ***, Vice President, Customer Care Operations
Initial Consumer Rebuttal /* (3000, 7, 2015/03/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this, after doing more research I now know that there are several people who were told the same thing as myself when it came to the refund, and these people are just as upset as I amI do not planOn ever returning to Harlem furniture, they will tell you a lie just to make a saleSo now I feel they are taking from me my money that I never usedThis is absolutely absurd, that they as a business can get away with thisLike I said before I want to be able to use my credit that is rightfully mine without having to pay more
Final Business Response /* (4000, 9, 2015/04/06) */
The RoomPlace is disheartened to learn of our Customer's perception and truly apologize that we are unable to meet her expectation despite the most of genuine intentionsThe program was designed to give our Customers an in-store credit towards new purchases of $or more, the guidelines have remained the same and in fairness to all of our Customers, we must remain consistent in execution on the NoUse NoLose ProgrameThe Customer has an in-store credit of $which will expire on 03/14/The RoomPlace extends our sincere apology that our Customer is not satisfied with the in-store credit and that we are unable to meet her expectationsWith much appreciation for our Customer's understanding and loyalty*** ***, Vice President, Customer Care Operations

Regrettably, our report did not include all the details provided by the Customer that we received from the independent contractorWe have reached out to the Company for additional informationIn the meantime, based on the pictures provided, we will reach out to our valued Customer and work towards a favorable resolutionWe strive for exceptional service however, when we fall short, we are grateful for our Customer’s feedback and understanding as we continue to evolve in our service levels for our loyal CustomersOur sincere apologyWith much gratitude and respect, 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
The Room Place have not made any attempts to contact me in regard to replace the furniture There has been no phone calls or emails regarding this issue I would like to receive proof of any contact attempt made on their behalf Second, the signature on the delivery document is not mine I want to know who in their organization has forge my signature without my knowledge or consent If The Room Place does not launch an internal investigation and handle this issue immediately I will contact my lawyer and file a lawsuit for forgery Need I remind them this will have very serious legal consequences for their company (IC 35-43-5-2)
Regards,
** **

The RoomPlace is 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 January 16, Customer contacted us on October 16th to report bed rails and slats broken and table damagedAfter reviewing the photos, the table damage does not coincide with a defect in material and workmanship, Customer was referred to her extend warrantyThe rails and slats on the bed are undeterminedWe are scheduled to replace the rails and slats on 10/30/We trust the resolution will meet with our Customer’s full satisfactionWith much respect and gratitude, Joyce S***, Customer Care Operations Manager

Initial Business Response /* (1000, 5, 2015/02/17) */
The RoomPlace empathizes with our Customer and are truly sorry to hear of the concern and perceptionThe account was opened through a third party provider of credit, *** bankThe Credit Card Agreement was provided to Customer at
point of sale along with a copy of the Customer's signed charge receipt (available upon request) agreeing to a month deferred interest planThere is a 3.5% minimum monthly payment required on all deferred interest plansWe do not offer any such plan as referenced by Customer and are unclear as to what contract is referencedWe are a reputable organization and take great pride in serving our Customers exceptionally wellUnder no circumstances would we engage in such practices as alleged herewithI will reach out to our Customer in hopes of better understanding what had transpired that lead to such a perception and will explore all options possible to assist with a resolutionWith much respect and gratitude, *** VP of Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/02/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is absolutely no resolution to this complaint whatsoeverAnd they are simply denying the truthThe truth is, THEIR (not the banks) sales agent pulled out a calculator and "crunched" numbers to get to an Afigure that included the furniture, the sales tax, finance charges, etcShe clearly (there was no confusion) told us that the cost we would be paying monthly was $She said this multiple timesThe sales person and the RoomPlace is who sold the furniture to us, not the bankTHE ROOMPLACE told us the price, THE ROOMPLACE told us how much it would be every month, THE ROOMPLACE did NOT go through the price changes that they claim were put into the contracts and receipts we signedTHE ROOMPLACE (not the bank) simply had us sign "here and here and here", and them writing up a contract different from what was explained to us is the definition of unfair and deceptive sales practicesTrying to pass the blame on to the bank or the customer is another tactic they are using to allow themselves to get away with cheating customersYou cannot tell customers whatever they want to hear to get them to buy, and then change the price in backendThat is sneaky and undermined behavior
And if the RoomPlace is attempting to deflect responsibility by making it seem as if we were not informed buyers then this is simply another example of the dishonest business practices they utilizeBy making it seem as if we were speaking about promotions that did not exist, they are again showing how their sales agent made up even larger lies in order to get a saleThere was no confusion on our behalfWe asked many questions and the answers were very clearWhat we have learned is the answers were clear and simple lies told to us in order to get the saleThe way they set up this scheme is by blowing through the contract by not having you read the large amounts of text and fine print, by guiding you quickly through the process by instructing you to sign in specific locationsThe first bill you receive is over a month later, and by that time, it is too late to return the merchandise and you are locked into the planHow convenient is that?
And just for the record, there was no representative from *** bank on location, explaining the terms and details of the contract to us upon signing*** bank must be leaving that responsibility up to the RoomPlace, and they are not doing that
At this time, I have yet to hear from ***So, all communications are being done through the Revdex.comThank you for you timeHave a nice day!
***
Final Business Response /* (4000, 9, 2015/02/19) */
The RoomPlace extends our sincere apology once again if there was any misunderstanding at point of sale as I am sure it was not intentional on either parties
The deferred interest plans require a minimum monthly payment of 3.5% of the balanceRegrettably, despite best efforts, The RoomPlace is unable to meet our Customer's expectations and modify the terms of the credit card agreement or return the merchandise however, after speaking with our Customer, I believe we have come to a satisfactory resolution to assist favorably with our Customer's concernsIn closing, I would like to thank our Customer for her business and loyalty and offer my personal assistance with any future questions and or purchasing needsWith much respect and gratitude, *** Vice President, Customer Care Center

I purchased a Headboard & Mattress about a month ago from The Room Place on Homewood IllinoisI felt like something was biting me but I did not see anythingWell this morning I saw a BED BUGS crawling on the mattressI called the Room Place and they basically said I can't prove it came from them so will not even look into it I just spent $with this company not to mention all the money that I spent with them prior to thisI am beyond disappointed to say the leastNever will purchase anything else from there