The Roomplace

The RoomPlace was saddened to learn of our Customer’s perceptionWe apologize if there was any misunderstanding as it relates to the
optional extended protection plan purchased thought Guardian, the third party provider of service The RoomPlace offers a NoUse NoLose Store credit if the warranty is not utilized within the year time frameCustomers wishing to cancel their warranty within the terms of the plan can do so at any time by sending a written request to GuardianPlease note, this information is located on the Contract’s terms and conditions referenced in the complaint by Customer and noted below
GENERAL PROVISIONS:
Cancellation:
This Plan shall be cancelled by us for fraud or material misrepresentation, including but not
limited to commercial or rental useUnauthorized repair or replacement of covered furniture
item shall result in the cancellation of this Plan by UsIn the event of cancellation by us,
written notice of cancellation shall be mailed to you not less than sixty (60) days before
cancellation is effectiveThis Plan can be cancelled by you at any time for any reason by
mailing or delivering to us notice of cancellation at Guardian Protection Products, PO Box
300, Hickory, NC 28603-If the Plan is cancelled: (a) within thirty (30) days of the
receipt of this Plan, You shall receive a full refund of the price paid for the Plan provided no
service has been performed, or (b) after thirty (30) days, you will receive a pro rata refund,
less the cost of any service received Illinois Residents: You may cancel this Plan: a) within thirty (30) days after its purchase
if no service has been provided and a full refund of the Plan price, less a cancellation fee
not to exceed the lesser of ten percent (10%) of the Plan price or fifty dollars ($50.00); or
b) at any other time and a pro rata refund of the Plan price for the unexpired term of the
Plan, based on the number of elapsed months less the value of any service received, and
the cancellation fee not to exceed the lesser of ten percent (10%) of the Plan price or fifty
dollars ($50.00)
If we can be on any further assistance, please let us knowWith much respect and gratitude, The RoomPlace Customer Care Team

The RoomPlace extends our genuine apology if at any point we did not serve our Customer well despite the most sincere intentionsThe ottoman was delivered 7/16/The chair was cancelled by Customer 7/29/however, is still availableThere is no record of Customer wanting to return the ottoman
prior to January of Regrettably, we are unable to take back an item that has been in the home since July of for a refund however, given the unusual circumstances and in the genuine interest of Customer service, we will be happy to issue a $Gift Card which can be redeemed on any future purchases to include the chairCustomer can let us know if he prefers we mail him the Gift Card or leave on his account as a store creditLook forward to concluding this matter for our valued Customer promptlyWith much respect and gratitude, The RoomPlace, Customer Care

The RoomPlace extends our sincere apology
however, we are unable to meet the Customer’s expectationThe damage is not a
result of a defect in material and or workmanship therefor not covered under the
warrantyIn an effort to continue our historically high Customer service
levels, we would be delighted to offer a $Gift Certificate valid on future
purchase for up to a year from date of issuanceWe look forward to a response
and trust the resolution will meet with our Customer’s satisfactionBest
regards, Joyce S***, Customer Care Operations Manager

Regrettably, The RoomPlace is unable to cancel the Customer’s Protection Plan with a third party provider of service, Guardian Under the program, the Customer only can initiate a cancelation in accordance with the state provisions as illustrated in the Customer’s contractThere is no requirement for the Customer to still have the furniture however, in order for Guardain to execute the cancelation, they do require a letter, signed and dated by Customer of record prior to initiating the cancelation / refund To initiate the cancelation, the Customer needs to send a letter, signed and dated by Customer to Guardian requesting the cancelation
If the Customer wants to send us the letter to forward to Guardian on her behalf, we would be happy to do so but the letter must come from Customer, original signature and date requiredCustomer can mail the letter to our Corporate office: 1000-Rohlwing Rd., Lombard, IL 60148, Attn: Joyce SolomonWith much gratitude, The RoomPlace Customer Care Team

The RoomPlace extends our sincere apology for the delay and are very saddened to learn of the perceptionWe may at times when already
on a call ask for the Customer’s information so we can call them back verses having them on hold, however, we always call back and would never deny a Customer of the request to speak with a managerThe Store Management reached out personally to apologize to our valued Customer for the delay and will be expediting the refund check to the Store for Customer pickup this weekWe regret the delay and the negative perception, we truly are dedicated to our Customers and appreciate the feedback as we continue to evolve in our service levels for our loyal CustomersWith 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 sadden to learn of our Customer’s concern and extend our sincere apology to our valued Customer for not meeting their
expectations despite best intentions
The original order was delivered 3/19/2016, we sent a certified independent technician to the Customer’s home on 9/24/to inspect the mattress based on Customer’s complaint of the mattress sinking Upon inspection, the technician reported and provided supporting documentation / photos as it relates to the inspection (mattress photo attached with visible stain) which concluded the mattress is not sinking and there is a visible stain in the center of the mattress which voids the warranty provided by the manufacturer as illustrated on the tags and Customer’s sales receipt
Exclusions are as follows:
Firmness preference of the product
body impression(s) of 1/inches or less in all sleeping areas
Bed Height
Cover (fabric)
Bent border wires
Burns, stains or soils
Mattress not used with a firm, supportive rigid non-yielding foundation
Merchandise sold "as is" "distressed" or "floor model"
We are happy to conduct a second (2nd) inspection to ensure no errors in initial measurements upon confirmation from Customer that this stain has been professionally cleaned and is no longer visibleIn order to proceed, we do require an invoice showing the stain has been removed and supporting photos of the entire mattress with no visible stainWith respect and gratitude, The RoomPlace Customer Care team

The RoomPlace will be happy to work with our Customer and Guardian to schedule a service date for the technician to return to complete the repairs in the Customer’s home We ask that our Customer provide a few days during the week when they are available and we will coordinate the service call Confirmation of the appointment will be shared through the Revdex.com siteLook forward to hearing back soon, Joyce ***

Initial Business Response /* (1000, 5, 2014/11/26) */
The RoomPlace empathizes with our customer and are disheartened to learn of the concernOur records indicate that the merchandise in question was delivered July 29, Our Customer's first contact with The RoomPlace occurred on
November 3, to report that the slats were brokeThe RoomPlace completed an exchange of the rails and slats on November 6, 2014, cause undeterminedOn November 17, our customer contacted The RoomPlace again to report that the slats broke again, cause undeterminedAt this time, the customer was offered a reselection on the bed, however the offer was declined by the customerThe RoomPlace successfully completed an exchange for new rails on November 21, The Customer contacted The RoomPlace again on November 24, to request a refund of the entire bedroom, although there is no issue with the exchanged railsUnder the limited one (1) warranty, the refund on entire set is not an option however, 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 claimOut of genuine concern and interest of Customer service, we asked for photos of the set in question for further review and considerationI provided the Customer with my direct email however have not yet received the photosIn order to further evaluate options, we will need to see photos of the entire set in question and ask our Customer to forward them through the Revdex.com responseWe look forward to hearing back and reviewing all options to assist with our Customer's concern in hopes of reaching a favorable outcomeBest regards ***, Customer Care Operations Manager
Initial Consumer Rebuttal /* (3000, 10, 2014/12/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The offer of $is unacceptable for the following reasons:
I purchased the bedroom as a setPurchasing a different bed would completely defeat the purpose of me originally purchasing a matching "set" of furniture
I agreed with their solution and they replaced the rails and slats twiceHowever, twice, the bed collapsed with my newborn child in the bedIn fact, the wood on the slats that hold the bed up separated from the slat because it was glued togetherThe furniture is just poorly crafted
The Room Place resolution is to refund me $instead of $Their is no way I can find a bed for $to match the set that I have purchased.I know this because I searched for a bed at The Room Place and I would have to pay a few hundred moreA resolution should not consist of me giving The Room Place additional funds to purchase a new bedIt is not my fault that The furniture that they sold me is poor quality
The Room Place has shown a lack of integrity and their response is quite disappointingI have a three bedroom house and every piece of furniture in my home is from The Room PlaceI have spent thousands of dollars at The Room PlaceI never thought that this was a shady company and now they have proven to be just suchI just want a new bedroom set with a bed that does not collapse while I am sleepingIs that too much to ask for? That is what I paid for
Again, I am requesting a full refund or a different bedroom set at no cost to meThank you
Final Business Response /* (4000, 12, 2014/12/06) */
We have spoken with your valued Customer and have reached a resolution believed to be favorable based on our Customer's feedbackThe RoomPlace in the genuine interest of Customer service and as a gesture of good faith towards a loyal Customer will be happy to extend a $Gift Certificate which Customer may use towards an new bed reselectionCustomer informed us she was very satisfied with this offer and will reselect on the bed only within the next weekThe RoomPlace extends our gratitude to our Customer for her willingness to work through the concern in reaching a resolution which meets with her full satisfactionBest 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 has since visited the showroom and reselectedThe delivery was completed on Tuesday 4/With much gratitude, *** ***, Customer Care Operations Manager

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,
*** ***

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 would like to know when I should be receiving the checksI do not feel it is wise on my behalf to accept a proposal until I have the documentation in my handsI greatly appreciate the full refund, however, after all my frustration, disappointment, and time It does not even come close to accommodating my loss. I have not heard from anyone regarding my houseWhen should I expect this? I already had to buy the part for the screen door as every time we went out the front door it slammed shutI am not sure how we are going to be compensated for thatAny suggestions?
Regards,
*** ***

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. I will wait until for the business to perform this action and, if it does, will consider this complaint resolvedRegards,
*** ***

Regrettably, we are unable to meet our Customer’s expectation’s and offer any additional compensation for the backorder of the railsThe 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 on 9/6/Customer contacted us a 12/2/to inform us that her rails were brokenWe asked for photos in hopes of finding options to assistThe RoomPlace was in process of reviewing the photos submitted as the damage does not coincide with a defect when we received the Revdex.com complaintThe Customer elected an accidental protection plan with a third party provider of service, Guardian however, the claim was not eligible for coverage as the Customer stated it was not caused by an accidentRegrettably, we do not have the rails in our inventory any longer and despite best intentions to assist in the genuine interest of Customer service regardless of the ineligibility of the claim, are unable to replace the railsThe RoomPlace will be happy to inquire with an independent repair service in the Customer’s area to determine if 1) the rails are repairable and 2) the cost to repair the railsIn order to proceed we will need Customer to confirm the address that the rails are located atUpon confirmation, we will work with the independent service company to determine what if anything can be done to repair the rails and connect with the CustomerWith much respect and gratitude, The RoomPlace, Customer Care Team

I personally reached out to our Customer via the phone number provided through the Revdex.com and trust that the resolution agreed upon meets with our Customer’s full satisfaction With much respect, *** *** VP of Customer Care

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meI have a service request with *** at the momentI don't know why they've said they've contacted me numerous times.That's falseThey've only called once and I wasn't available.
As of June 15th I have a service request number, so I should be hearing back from them soon.
Sincerely,
*** ***

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 8/29/Customer reported table peeling under the year limited manufacturing warrantyService was dispatched however the findings were not conclusive with a defect in material and or workmanshipIn the genuine interest of Customer service and as a one-time voluntary accommodation, we will replace the tableI spoke with our Customer, explained the reselection process and he confirmed full satisfaction with the resolutionBest regards, *** ***, 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 claimOur records indicate that the merchandise in questions was delivered May 11, The manufacturing warranty expired on May 11, Customer did not elect to purchase any extended protection plan on the setThere were no service issues and or concerns reported until the receipt of this complaintRegrettably, we are unable to meet the Customer’s expectation and replace his set however in an attempt to continue our history level of Customer service, we are happy to offer a $in-store credit on account, valid for a period of one year from date of issuanceWe look forward to hearing back from our valued Customer and trust that the resolution we provided will meet with his satisfactionBest regards, 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. I will wait until for the business to perform this action and, if it does, will consider this complaint resolvedRegards,
*** ***