Coast To Coast Executive Search

Complaint: [redacted]
I am rejecting this response because:  Your generic response is unacceptable.  This is your business.  This is your brand.  I am on line now trying to make a payment  Your payment company does not allow for on-line payments.  Your payment company is closed. Your payment  company's auto payment system could not process a simple payment via a checking account.  Your payment company charges $9.00 for payments processed  through a customer service representative.  My account with your company has an open balance of over $5,000.00.  But, I will never purchase anything from your store again,  In addition, I will continue to share my experience on line and through friends and family.  This is a systematic process of maximizing late fee penalties.  This is your company.    Sincerely,
[redacted]

The RoomPlace was saddened  to hear of our Customer’s concern and extend our sincere apology for not meeting their expectations. The Customer’s merchandise was delivered 2/21/17. 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.  Items were replaced by store as a onetime voluntary accommodation to satisfy the Customer’s concern. Following our normal practice, an independent service technician was dispatched in April and confirmed that the items are up to standards and no defects are present in the merchandise. We have reached out to the Customer direct to better understand the issues and see what option if any we can provide to conclude this matter satisfactory.  We look forward to connecting soon.  With much respect and gratitude, The RoomPlace, Customer Care

Regrettably, we are unable to locate a Customer record by name and address provided. Kindly provide name, address and phone number of time of purchase so we can locate the account and verify No Use No Lose eligibility. The RoomPlace apologizes to our valued Customer if there was any misunderstanding...

at time of purchase. Since the introduction of the program, the guidelines have remained the same. In 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 credit. The credit is in-store, valid for a year from date of issuance on purchases of $499 and above. Upon further information, we will locate Customer's account and advise of the eligibility of the in-store credit amount (if warranty has not been used).
With much appreciation for our Customer's understanding and loyalty. [redacted], Customer Care Operations Manager

The RoomPlace was saddened to learn of the Customer’s concern and extend our apology if at any time we did not meet his expectations despite most genuine of intentions. 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 normal use. The merchandise was delivered 9/6/16. Customer contacted us on 2 separate occasions as it relates to the springs  and cushions. Both independent  inspection confirmed there is no structural issue with the merchandise. In the genuine interest of Customer service, the technician did offer to add additional padding in an effort to satisfy the Customer’s concern regardless of ineligibility under the warranty however,  Customer declined the service. The cushions may conform to use over time however, resilience is not covered under the warranty. Regrettably, given the offer to add padding was rejected, we have no other options to assist with the Customer’s concern and are unable to meet his expectations as it relates to a refund on merchandise delivered and in use as of 9/6/16. We will consider future eligibility of claims based on warranty coverage. With much respect and gratitude, The RoomPlace, Customer Care

The RoomPlace was sadden to hear of our Customer’s concern and perception. Upon receipt of the complaint, we researched the order and see that the Price Guarantee has already been processed by the Store. We regret the delay and appreciate our Customer’s understanding. With much gratitude, The...

RoomPlace, Customer Care Team .

The RoomPlace was disheartened to learn of our Customer’s concern and apologize for such a perception.  The merchandise was delivered on 1/23/15.  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 normal use. This warranty shall apply only if you and the affected item is in our service area. If 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 item. If the item chosen is of greater value than the one being replaced, the Customer will be charged the difference. The reselection period is not to exceed seven (7) days following The RoomPlace’s determination of the claim.  Our records indicate that and exchange was completed on 3/25/15 and no other calls until the 3/17/2016. Customer called to report electrical failure.  The one year limited manufacturing warranty expired on 1/23/16. Customer was referred to the provider of the extended protection plan, Guardian however, Customer wanted The RoomPlace to pick up the set and issue a full refund. Regrettably and despite best intentions, we are unable to meet our Customer’s expectations. Customer has 30 days from date of single occurrence to file a service with the provider of the extended protection plan. Our records indicate the Customer has the P1PRP plan, coverage as follows:  Coverage For Fabric and Leather Upholstered Furniture Accidental 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. If we can be of any further assistance, please let us know. With much respect, The RoomPlace Customer Care team!

The RoomPlace was saddened  to hear of our Customer’s concern and extend our sincere apology for the experience. Our records indicate service was dispatched on 11/8/17 and according to the Customer the touch up was successful and to the Customer’s full satisfaction. If we can be of any further...

assistance, please let us know. Thank you for your loyalty. With much respect and gratitude, The RoomPlace, Customer Care

The RoomPlace extends our sincere apology if we have not met your expectation despite the most genuine of intentions. Regrettably, 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 restored. If we can help in any other way, please let us know. Best regards, [redacted] Customer Care Operations Manager

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]

The RoomPlace was saddened to learn of this concern. The merchandise was delivered in September of 2016. This is the first we are learning of any concerns as it relates to the financing with the third party provider, [redacted]. Due to privacy reason, we do not have access to the Customer’s account...

nor the payment history. Upon learning of this, we reached out to the bank on behalf of our mutual Customer and asked that they please review the account and work with the Customer to reach a favorable outcome. Regretfully, we are unable to make any adjustments to the account as the credit is with a third party provider and under the terms of the agreement between said parties. Customer should expect to hear back from the bank or the retailer with an update over the next 10 business days. With much respect and gratitude, The RoomPlace, Customer Care.

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 account. We trust the resolution meets  with our Customer’s full satisfaction. Best regards, [redacted]

The RoomPlace was disheartened to learn of our Customer’s experience and extend our sincere apology for the delay. This allegation is startling and a thorough investigation will be conducted as this type of behavior is unacceptable nor reflective of our commitment to Customer satisfaction. We take...

great pride in serving our Customers well and are fully committed in continuously evolving  our service levels for our valued Customers. Our records indicate the order is scheduled for delivery 7/21/16. 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 possible. I 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 appreciation. With much respect and gratitude, Jasmine [redacted], Vice President, Customer Care Center.

The RoomPlace was saddened  to hear of our Customer’s concern and apologize for the perception. The Customer’s merchandise was delivered 6/16/17. 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 RoomPlace has extended a one-time voluntary accommodation to the Customer for a reselection, provided there is no other damage to the product. Customer has 7 days to complete the transaction. We are glad to learn the outcome meets with our Customer’s full satisfaction. No further exceptions will apply, and any future claims will need to be administered in accordance with the warranty guidelines.  With much respect and gratitude, The RoomPlace, Customer Care

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, [redacted] VP of Customer Care

The RoomPlace was disheartened to learn of our Customers perception and apologize if at point we failed to meet her expectation despite the most genuine of intentions
Our records indicate the Customer placed her order online on 9/2/and paid $(credit card) and $2,(the RoomPlace credit
card)
The sale from September, 2015, delivered equates to $2,of which $ was returned (Sofa did not fit and Customer did not like the bed), leaving a balance owed for merchandise of $1,Our records indicate a refund was processed in the amount of $Customer refused the Sofa at time of deliveryThe wood protection was cancelled and refundedBed was picked up at a later date, refund processed
As this order was generated online by Customer, and Customer wanted to reselect on the bed, she would have had to pay for the new product online and an adjustment to the account would have occurred systematically when the new sale and credit memo where completedCustomer stated she was unable to do so and wanted it completed over the phoneRegrettably, due to the system requirements, we are unable to override on orders placed onlineWe asked the Customer to visit a local store and they would be happy to helpCustomer asked us to pick up and refund her for the bed, which we honoredThe charges and credits are as follow:
A charge on The RoomPlace for $2,000, a refund for $554.82, equates to $1,
A charge on the Bank Credit Card of $953.16, a refund for $
Disappointingly, we are unable to make any changes to orders that delivered, the wood protection has been removed and refund processedIf we can help further or answer any remaining questions, please let us knowWith much respect and gratitude, J[redacted], Customer Care Operations Manager

Revdex.com:
My questions for the business is, can the $50.00 be applied when I come in and make the selection for the new of furniture?  Will Roomplace send me something or will the information be in the system for any store to see?
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]

The RoomPlace was disheartened to learn of our Customer’s concern. The wings come in a set which includes the right / left. The pick-up is scheduled for 9/30/17. With much respect and gratitude, The RoomPlace, Customer Care

Despite most genuine intentions, we are unable to meet our Customer’s expectation and replace the sectional. A thorough inspection has been conducted by a third party independent provider which concludes no defects found. Most sectionals are standalone items which do not come with a connector however, this particular one does and it is within the manufacturer’s specifications. Due to the warranty guidelines and exclusions, we are not able to modify merchandise. The console was replaced successfully on Friday, 2/9/18. The 7 Day Satisfaction Guarantee was exercised by Customer previously and no concern raised as it relates to the sectional connection.   With much respect, The RoomPlace, Customer Care.

Complaint: [redacted]
I am rejecting this response because: I was told when purchase the bed the slates came with the bed so I am not sure as to why you are going back now and saying they were not included on the set how am I supposed to put my bed on the frame? Also you did not credit my account the delivery fee until I called 3 times this week to the Algonquin store being told I would get a call back and never did and then I spoke to the GM who finally credited the room place credit card. My husband never offered to get the slates from the warehouse we were moving that day I was on the phone when he demanded someone to come out and deliver them so while he finished moving his pregnant wife with twins had to drive an hour to get the slates. You have horrible customer service I will never buy from you again and my family decided after this ordeal they will not be purchasing from you either as they were soon to buy my siblings bedroom sets. You should treat you customer with more respect I will be paying off my room place credit card and closing it and will never use it again.  
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10957469, and find that this resolution is satisfactory to me
Can you please verify if they will mail me something or I need to go to store and pick it up
Sincerely,
Iyaz [redacted]