Coast To Coast Executive Search

The RoomPlace was disheartened to learn of our Customer’s concern and apologize that we are unable to meet her expectationThe original merchandise was delivered in January of Customer elected financing through a third party provider of serviceThe RoomPlace does not provide financing nor
are we able to dictate the terms of the finance agreement between Customer and a third party provider of serviceRegretfully, we are unable to change the due date to accommodate Customer’s needsThe due dates is set by issuing bank, *** With much respect and gratitude, The RoomPlace, Customer Care

The RoomPlace extends our sincere apology however, and despite best intentions, we are unable to meet our Customer’s expectation and replace the itemWe regret the delay and are making all efforts to expedite the parts order and installationI will personally be working with our valued Customer until this issue is fully resolvedWith much respect and gratitude, *** *** VP, Customer Care

My apology for the delay in responseI am happy to provide all correspondences between myself and CustomerWe were unaware the Gift Card was not received by Customer until the complaint was receivedThe original Gift Card was not redeemed, we have canceled and re-issuedIt will be mailed the week of 2/6/I have asked our Customer to confirm when received in a response to a her email following the complaintWith much respect, Jasmine [redacted], Vice President, Customer Care

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted] I accept the $75 gift card, how will I be receiving the card?

The RoomPlace was disheartened to learn of our Customer’s concern and apologize for such a perception.? The merchandise was delivered on 5/9/Our records indicate no claims or concerns reported during the one year limited manufacturing warranty on any of the itemsUpon receipt of the
complaint, we learned a claim was filed with the third party provider of the extended protection plan, GuardianWe have reached out to Guardian to inquire on the claim status as we do not administer claims on behalf of third party providers of serviceIn the meantime, it would be beneficial if our Customer can forward the photos of the damaged itemsWe look forward to receiving the information requested and exploring options in assisting our valued CustomerBest regards, Joyce ***, Customer Care Operations Manager

The RoomPlace was disheartened to learn of our Customer’s perception.  The merchandise was delivered in July of 2013. Our records do not indicate any pending claims. Customer elected to purchase the extended protection plan through a third party provider of service, Guardian. At time of...

purchase, it is our practice to review at point of sale (prior to the purchase) the warranty guidelines and if elected by Customer, provide the certificate of coverage. In addition, once the warranty is registered with Guardian, the Customer is sent a certificate of coverage by Guardian which clearly details the protection plan requirements and timeframe in which to file a claim. Our records indicate the Customer elected to purchase the following warranty:Plan P1PRP – Inclusive coverage for Stain / Structural and Accidental  Coverage For Fabric and Leather Upholstered FurnitureAccidental Stains caused by any food or beverage normally consumed by humans; mold and mildew stains caused by food or beverage spills; stains caused by human or pet bodily fluids.Accidental Stains caused by grass, grease, ballpoint pen ink, nail polish, cosmetics, lipstick, crayon, and shoe polish.  Lipstick, crayon and ballpoint pen ink marks totaling more than 6 inches in length are considered preventable and will not be covered.Accidental rips, cuts, punctures or burns from a single relatable occurrence.Structural or component failure due to normal residential use that results in the breakage of frames, mechanisms, welds, swivel bases, recliner handles and assembled joints. Includes component mechanical and electrical failures such as defective motors, massagers, vibrating units and heaters. Coverage begins after the manufacturer’s warranty has expired.We have sent an inquiry to Guardian as to the outcome of the claim, upon receipt, and once we have a clear understanding of the issue, we will contact the Customer to see what we can do to further assist. Best regards, Joyce [redacted], Customer Care Operations Manager.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***I have spoken with Kristin regarding this complaint and also Gill store manager after I submitted this complaintBoth are working to resolve the issuesI cannot say things are satisfactory until I everything is complete
Sincerely,
Laura ***

The RoomPlace was saddened  to hear of our Customer’s concern and extend our sincere apology for not meeting her expectations despite best intentions. We are unable to locate an order from 2012 for $2000. What we have on file is an order from 2013, retail amount $698.99. If this is not the...

correct order, please advise. Otherwise, The order on file indicate the Customer’s merchandise was delivered 4/11/13. For a period of one (1) year following the delivery, The RoomPlace warrants to the original purchaser that the merchandise will be free from defects in material and workmanship under normal use.  The warranty expired on 4/11/14. Our records indicate the Customer elected the optional Accidental Plan with a third party provider of service, Guardian. Prior to purchasing the plan, it is our practice to review all Plan coverages with the Customer in detail and provide the Plan brochure. When the sale is placed, if electing the Protection Plan, the Customer is provided with the Plan highlight sheet which explains the coverage and exclusions in detail. Upon delivery of the product, Guardian will email or mail the same certificate of coverage and exclusion to the address on record directly to the Customer. If the extended protection plan is not used during the term, the Customer is eligible for the No Use No Lose credit from The RoomPlace in a form of an in Store Gift Card redeemable at any one of our Store locations. See post card provided at time of purchase for details and qualifications. To receive, please submit written request within 90 days of the Plan expiration. Our records indicate the Guardian plan will expire on 4/11/18. With much respect and gratitude, The RoomPlace, Customer Care

Our sincere apology, if there was any misunderstanding, the September visit was for the [redacted]. The report did not indicate any structural defect and or spring breakage.The cushion ordered is for the Milo Gray Chaise. We are happy to dispatch service to re-evaluate the findings and repair under the manufacturing warranty.Please let us know which date works best, Tuesday through Saturday (closed for the Holidays). With much gratitude, [redacted] Customer Care Operations Manager. Tell us why here...

The RoomPlace was disheartened to learn of our Customer’s perception. We take great pride in serving our Customers exceptional and were mystified by the allegation. We record all incoming calls for training and coaching purposes and although our findings were not conclusive, we do value our...

Customer’s view and apologize if at any point we did not meet his expectations despite the most genuine of intentions. Customer will be issued his delivery fee, credit will go back on original credit card used at time of payment. With much gratitude, The RoomPlace Customer Care Team.

The RoomPlace was disheartened to learn of our Customer’s concern and extend our sincere apology for not meeting her expectations despite best efforts. The merchandise was delivered April of 2013. For a period of one year from date of delivery and or pickup, The RoomPlace warrants to the original...

purchaser that the merchandise will be free from defects in material and or workmanship under normal use. The Customer’s extended protection plan is with a third party provider of service, [redacted] Upon receipt of the complaint, The RoomPlace reached out to the protection plan provider to inquire on the status of the claim. Mutually, we have decided to fulfil the Customer’s claim and cancel the part order. [redacted] was reaching out to inform our Customer of the outcome. We appreciate our mutual Customer bringing this to our attention and allowing us an opportunity to work together towards a favorable resolution.  With much respect and gratitude, The RoomPlace, Customer Care

The RoomPlace was disheartened to learn of the Customer’s perception. Upon 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 reselected. The delivery...

was completed on Tuesday 4/19. With much gratitude, [redacted], Customer Care Operations Manager.

The RoomPlace was disheartened to learn of the Customer’s perception. Upon 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 selection. With...

much gratitude, [redacted] Customer Care Operations Manager.

Our sincere apology for the perception, we would really like to help.Not sure who the Customer may have been working with however, The Corporate Customer Care Dept. does not have any documented issues or concerns as it relates to the recent issue at hand. Please forward the information as originally requested via the Revdex.com site and we will be happy to assist in any way we can. We are so sorry but there is nothing on file that allows us to pursue this matter further. Kindly supply us with the requested information so we may explore options to assist. Best regards, [redacted] Customer Care Operations Manager

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 site. Look forward to hearing back soon, Joyce [redacted]

The Customer’s concern is with the loveseat. Multiple attempts have been made to fulfil the part order to correct the issue however; the mechanisms sent to date from the manufacture were not compatible. A new mechanism has been mailed to the Customer on 7/21/17. Due to the delay, Customer was...

issued a Gift Certificate from [redacted] fulfilling the terms and conditions of the protection plan however, Customer declined the offer. We will send service to attempt a final install of the mechanism. Should the install be unsuccessful, the Gift Card will be sent to the Customer fulfilling the terms and conditions of the [redacted] Protection Plan per item. We extend our sincere apology for the delays however, despite best intentions, have encountered some difficulties in obtaining the compatible part for the loveseat from the manufacture. We are hopeful the mechanism mailed on 7/21/17 is compatible and the install will be successful. Regrettably, we are unable to meet the Customer’s expectations and replace the entire living room set or issue a refund of the protection plan purchased through a third party provider of service, [redacted]. If Customer would like to cancel the plan, please refer to the cancelations guidelines on the plan protections certificate sent upon registration. We look forward to concluding this matter successfully. With much gratitude and respect, The RoomPlace, Customer Care.

The RoomPlace was disheartened to learn of our Customer’s concern and truly apologize for the experience. Based on the inspection and photos, the damage on the product is not consistent with defects resulting from material and or workmanship that are covered under the one year limited manufacturing...

warranty. In the genuine interest of Customer service, we will reach out to the Customer in hopes of getting more clarity as to how this might have occurred and explore option in concluding this matter favorably for our valued Customer. With much respect and gratitude, The RoomPlace, Customer Care.

It is our understanding that [redacted] is fulfilling the extended warranty under the guidelines of the plan. Customer was offered a store credit in the exact retail amount paid for the sectional. The credit does not include sales tax, delivery and extended warranty. In an effort to stay consistent and serve all of our Customers exceptional, we are unable to meet our Customer’s expectations and waive the delivery fee. The extended warranty and delivery / set up are optional and if elected by Customer, cost cannot be waived.  We do offer Customer Pick Up at our Distribution Center in Woodridge, Illinois, Monday through Saturday. In the genuine interest of Customer service we are happy to offer a $50 Gift Certificate on account which our valued Customer may use towards any future purchases. We are grateful for the favorable outcome and look forward to serving our Customer for many years to come. Best regards, [redacted]

Regretfully, we are unable to meet our valued Customer’s expectations despite the best intentions. In order to proceed with the claims, we would need to dispatch service to determine if the mattresses are deemed defective. If the defect is confirmed, Customer would be given the option for a reselection credit equal to the amount paid for the mattress provided there is no stain, soil or other damages. We hope our Customer will reconsider the offer under the manufacturer’s guidelines and allow us to send service. With much respect and gratitude, The RoomPlace, Customer Care

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]