Coast To Coast Executive Search

Complaint: [redacted]
I am rejecting this response because:There has been previous attempts to repair the furniture in question. I am afraid that another repair will not remedy this issue. We will allow a technician to come back out and evaluate the furniture. But can you please explain The Room Place definition of "normal use" ? Is it normal that within weeks of owning furniture from your company that customers complain about the comfortably and appearance of the furniture that was purchased? This is our issue. The sales woman in the store assured us that our choice was a good one and that we would be happy with this set long term. We feel The Room Place quality in workmanship and construction materials failed us. This furniture is not worth the money we paid and we are for certain it will not last in our household before we finish paying it off. I am exhausted with this conversation and dissatisfied. 
Sincerely,
[redacted]

The RoomPlace extends our sincere apology if at any point we did not meet our valued Customer’s expectation despite the most genuine of attempts. Our records indicate the refund was processed on Monday, 9/26/2016 for the items canceled per our Customer’s request. If we can be of any further...

assistance, please let us know. Best regards, The RoomPlace Customer Care team.

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 item picked up is the item selected by Customer. This is a comfort preference, exceptions have been extended in the genuine interest of Customer service. Customer rejected the reselection option and most recently  and as a final conclusion offered a return provided there is no damage and item in in new condition. With much respect, The RoomPlace, Customer Care.

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 normal use. The merchandise was delivered 10/13/16. The Customer contacted us as it relates to seam separations on 2 cushions. Following our normal process, we dispatched service to the Customer’s home to inspect and repair. The appointment was reschedule by Customer and the subsequent by the service provider. The service technician inspected the cushions in question however, was unable to complete a successful repair on the seam / stress tears. As such, replacement cushions were ordered from the manufacturer of the product. The estimated time of arrival is early to mid-April. Regrettably, we are unable to meet our Customer’s expectation for  credit, the issue is correctable with replacement cushions under the limited warranty guidelines. We apologize for the delay and will make every effort to expedite the fulfillment for our valued Customer. With much respect and gratitude, The RoomPlace, Customer Care

The RoomPlace was sadden to learn of our Customer’s perception and concern. The refund for $306.26 is in process. We apology if at any point we did not meet our valued Customer’s expectations despite the most genuine of attempts. With much respect and gratitude, The RoomPlace Customer Care Team.

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 issue. I personally reached out to the Customer for further clarity as it relates to the matter. Upon connecting with the Customer, I will provide and...

update. Best regards, Jasmine [redacted], Vice President, Customer Care Center.

The RoomPlace extends our genuine apology for
the delay. The Customer was given an estimated date based on most up to date
transit information on an item not in stock at time of purchase. Although very infrequent,
 at times and despite best intentions,
there are unforeseen circumstances...

that may result in a delay however, Customer
is kept informed while all efforts are taken to expedite the delivery. Customer
indicated she is not willing to reselect to an item in stock nor does she want
to cancel the order and will wait for the sofa originally reselected. Again, we
are truly sorry for the delay and will do our very best to complete the delivery
for our valued Customer timely. With much respect and gratitude, The RoomPlace,
Customer Care.

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 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.  Merchandise was delivered on 7/7/2015. Service was dispatched in 2/17/16 to Customer’s home under the guidelines of the manufacturing warranty. The technician indicated the cushions were conforming to use, no defects found. He noted the Customer did not like the way the product was made and wanted the corners reconstructed to minimize the feel of the hardware used to construct the sofa however; this is not a service we can provide as it does alter the original specification of the manufacture’s design. In the genuine interest of Customer service, we are happy to review the photos to see what if anything we can do to assist our valued Customer’s with their concern. Please submit the photos of the item in its entirety and a close up of the concern. Upon receipt, we will review all options to see what if anything can be done to assist. With much respect and gratitude, The RoomPlace, Customer Service.

he RoomPlace was sadden to learn of our Customer’s concern and extend our sincere apology to our valued Customer if there was any misunderstanding as it relates to their manufacturer’s warranty. The original order was delivered 11/23/17  An independent technician was sent to the Customer’s...

home to inspect the mattress based on Customer’s complaint of the mattress sinking.  Upon inspection, the technician reported and provided supporting documentation / photos which concluded the mattress is within the manufacture’s specifications and no defects detected.  Exclusions are as follows: Firmness preference of the product. Normal body impression(s) of 1 1/2 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 will conduct a second review and proceed within the warranty guidelines. With much respect and gratitude, The RoomPlace Customer Care ll us why here...

The RoomPlace was saddened to learn of our Customer’s concern. The merchandise was delivered 6/26/2010. The limited 1 year manufacturing warranty expired 6/26/2011.The Customer did elect the extended Protection Plan with a third-party provider, [redacted] The plan was valid for 5 years from date of...

delivery. No claims filed within the timeframe of either plans on record. In the genuine interest of Customer service and regardless of ineligibility due to plan expiry from third party providers of service The RoomPlace has reached out to our valued Customer and will send him a RoomPlace Gift Card redeemable at any one of our location for a period of one year with no exclusions. With much respect and gratitude, [redacted], Vice President, Customer Care.

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 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 the merchandise in questions was delivered 04/21/2012. We show no contact until the receipt of this complaint. Customer did elect to purchase the extended protection plan through a third party provider of service, Guardian however, this type of damage as described in the complaint is not eligible for service under the accidental protection plan purchased. The RoomPlace in the genuine interest of Customer service is happy to review photos of the damaged items to determine what if anything we can do to assist our valued Customer. Please submit a photo showing the item in its entirety and a close up of the damage via the Revdex.com site. We hope to hear back soon and look forward to finding what we hope will be a favorable resolution for our loyal Customer. With much respect and gratitude, The RoomPlace, Customer Care Team. Tell us why here...

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 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 Room Place’s determination of the claim. Our records indicate that the merchandise in questions was delivered February of 2015. Due to the delay in obtaining the parts, we will gladly honor our Customer’s request for a reselection on the sofa. The reselection period is for 7 days following the notification, upon delivery of the new product, we will pick up the existing sofa. We trust this resolution meets with our Customer’s full satisfaction. With much respect, The RoomPlace Customer Care Team

The RoomPlace was disheartened to learn of the Customer’s concern. The merchandise was delivered in June of 2015. We show no record of any issues reported previously. The Customer has a limited manufacturing warranty on the mattresses, the duration is notated on the law labels. We will happy to...

proceed with claim eligibility verification on the mattresses and dispatch service under the warranty guidelines provided the mattress is not stained soiled or damaged.We will reach out to the Customer to initiate the claim process. With much respect, The RoomPlace, Customer Care

Our sincere apology for not meeting our Customer’s...

expectations despite the most genuine of intentions. We strive to provide exceptional service across all touchpoints. We value and appreciate the feedback for continued evolvement in our service levels. I have offered to pick the product up for a full refund however, this offer was rejected by Customer. She further went on to tell me that all the product has been delivered and she does not wish to return. Unfortunately, I am uncertain of what the expectation is at this point given our conversation and gesture in the genuine interest of Customer service offered and accepted for the Gift Card. We are happy to explore options in further assisting, please let us know what your expectations are for further consideration. With much gratitude and respect, [redacted], VP of Customer Care

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 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 the merchandise in questions was delivered 7/10/2015. Due to the delay in receiving parts (pillows),  we attempted to exchange the cuddler on 9/18/2015 however, according to our records, the Customer took the pillows and refused the cuddler exchange. We show a service technician was dispatched on 6/4/16. The technician reported breakage on the panel however, fully repaired and up to manufacturing specifications.  the cuddler in question is the left side facing. Based on the successful completion of the repair reported by a third party technician, we are under the assumption that the concern is resolved. If this is not the case, please provide clarity as to what the outstanding issue is so we can promptly assist with a resolution. With much gratitude, The RoomPlace Customer Care team.

As indicated in the previous response, as a final attempt to successfully conclude this matter for our valued Customer,  The RoomPlace has engaged the assistance of an independent service specialist to assist with assessment and repair if warranted under the terms of the warranty. The work order has been initiated however, awaiting approval from Customer. This is the final option to assist with what we hope will be a favorable outcome for our Customer. With much gratitude, The RoomPlace, Customer Care

The RoomPlace was disheartened to  learn of our Customer’s concern and apologize that we are unable to meet her expectation. The original merchandise was delivered in 2015. Customer elected financing through a third party provider of service. We have no access or visibility into the Customer’s...

account due to privacy reasons. The Credit Card agreement terms were provided at the time the card was opened by Customer. The same was sent to the Customer direct by the bank and every statement reflects the deferred interest date in which balances need to be paid in full to avoid interest accrual.   With much respect and gratitude, The RoomPlace, Customer Care

The RoomPlace extends our most genuine of apologies for any misunderstanding. The original date for delivery on our end showed  April 9, 2016. We regret any inconvenience this has caused and are truly sorry to have disappointed our Customer. The refund has been processed in full. We hope you...

will consider us in the future and allow us the opportunity to demonstrate our Customer commitment. With much respect and gratitude, [redacted] Customer Care Operations Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and while the matter has been resolved, there was no apology submitted on behalf of the company for the errors and missteps made during the process to have my furniture serviced.  Room Place made little effort to offer anything for the trouble.  I'm very happy with the effort on behalf of the service technician that came to the home to service my furniture.  He was also able to address the issue with my chair. So a huge thank you to him.  
Sincerely,
[redacted]