ComplaintsforThe Roomplace

• Initial Complaint

  07/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered our furniture in December and it is now July and we still have not received it. It is not in production yet. Salesperson said it shows sept delivery. Originally we were told April. Im disappointed because we went to a lot of furniture stores who offered next day delivery or Monday delivery. We went with your company who did not promise next day delivery but Al oat a year later is very disappointing and we paid in full. So you have had our money and we have no furniture. We were offered a bike with our purchase which would have been nice to use all summer. Right now, Im deciding if we will cancel our order all together and go with another store. Just very disappointed.

  

  Business response

  07/08/2024

  The RoomPlace was disheartened to learn of this issue with the special order. A member of our management team will be reaching out to the Customer directly to offer our sincere apology for the delay and see how we can expedite a satisfactory resolution for our valued Customer. With much respect, *************

• Initial Complaint

  06/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am very disappointed with TRP and the lack of transparency/inaccurate information when making a purchase. I had my old mattress replaced under the BedGear warranty since a stain went through the mattress and was unable to be cleaned. They gave us a credit, so I went and picked out a new mattress that was much more expensive than our old mattress. When I purchased a new Tempur-Pedic at the ******* location, **** ***** informed me of the Comfort Guarantee if I needed to exchange it and she also recommended a new mattress protector so I would have a new warranty, so I purchased a new mattress protector. I ended up needed to swap out the mattress under the Comfort Guarantee and you all wanted to charge all these return fees, etc., which Tempur-Pedic informed me that they DO NOT do. They offer hassle free reselection. I ended up getting those fees waived. My Tempur-Pedic now has blood stains (once again BedGear protector failure) and I opened up a claim. My claim was denied by BedGear - GM ******** Services because they stated they fulfilled the warranty period when they gave me a credit on a new mattress and it doesn't matter that I purchased a new protector; there's no additional warranty. That is different from what ***** told me upon purchase. ***** informed me that I would have a new warranty. On 6/24, I called ***** at the ******* location and she asked that I forward the office the email re: the denial and I did. Never heard back from her. I called Bed Gear's warranty and spoke with a Mgr, *****, who advised that she would contact ***** or a manager at the store because I was provided false information. ********, ******** Care Agent calls me from the store stating that b/c I swapped my mattress out under comfort guarantee and did not buy a new protector, there's no coverage; this is different than what the warranty people said. Now, you all are just playing games with the warranty. If that was the case, I should've been advised to purchase a new protector again

  

  Business response

  07/03/2024

  Sorry to hear of this concern. Thank you for bringing this matter to our attention.  We were unable to open the denial letter and may need to have you email it to us direct. A member of our management team will review your claim and reach out for further assistance. With much respect, *************

  Customer response

  07/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Customer Service promised to either have my mattress cleaned or they would replace the mattress. Either way, they said they would get this resolved so I hope they do.
  
  Sincerely,
  
  **************************************

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought furniture a few years ago and I was told by the sales rep ************************* if I paid $100 for the warranty and didn't use it, in the end I would receive my money back. Whenever I talk to someone at The Room Place to get help they are all rude and they send me an email saying now I have to spend $999 in order to use the $100. This is not good customer service and I see why they are going out of business because of lies and not treating customers the right way. I would never purchase anything from them again and will tell others as well.

  

  Business response

  06/21/2024

  We are disheartened to read this. We extend our genuine apology if there was any misunderstanding at point of purchase regarding the No Use No Lose Credit.
  From the start, the plan was designed to give back store credit to Customers who have not utilized their warranty. This has not changed.Customers are provided a post card at time of purchased, followed by an email which detail the plan qualifications. Respectfully, *************

  Customer response

  06/21/2024

   
  Complaint: 21874712
  
  I am rejecting this response because: I was not told this and I was lied to. I was told I would get my money back if I didn't use it.
  
  Sincerely,
  
  *****************

  

  Business response

  06/25/2024

  The program cannot be altered to make exceptions, this benefit is consistent across all Customers. We are sorry that we are unable to meet the Customer's expectation and issue a refunded. The store credit has been issued. With much respect, *************

  Customer response

  06/28/2024

   
  Complaint: 21874712
  
  I am rejecting this response because: The sales person ***************************** told me I would get my $100 back.
  
  Sincerely,
  
  *****************

• Initial Complaint

  06/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a coffee table. Delivered damaged. Called The Room Place, they offered to exchange the item at no cost. Cool. The redelivery date rolled around and the delivery guys arrive with yet again another damaged and scratched coffee table, this time in worse condition than the initial delivery. Reached back out yet again, they offered another redelivery. I declined and requested a refund. Never heard back. Today, I recieved a call from the delivery company confirming that the new table would be brought tomorrow. I told the representative I didnt want an exchange, I wanted to return it since the last two were damaged and I didnt have good faith that the third would be any different. She said shed have someone from the Room Place reach out. About a half hour later I recieved a call from a lady stating that the room place doesnt have a return policy. That my only option is to accept redelivery of the item or forefit the money I paid, that they will not return or refund the item. I stated multiple times that I did not want the item and that I would like to return it. $600 paid for a destroyed coffee table and they refuse to allow me to return item

  

  Business response

  06/17/2024

  The RoomPlace was disheartened to learn of the concern. Our records indicate the product is being picked up for a refund. Our sincere apology to our valued Customer for any misunderstanding and inconvenience cause as a result of the unforeseen transit damage. With much respect, *************

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased the furniture under a year ago for around $6500. We have had all our furniture replaced all the way around once we are on our second time now we dont spend any more than 2 to 3 hours a day on our furniture. we are not heavyset people. The furniture is broke down, Ive tried calling the store to talk to them. They just keep replace it and then when they do give me a time to replace it. Its pushed out even longer than they say its gonna be by months. I told I called today as of June 6, 2024 I want a refund I no longer want the furniture and they told me I was out of luck.

  

  Business response

  06/17/2024

  The RoomPlace extends our genuine apology for not meeting the Customers expectation. The items in question are under warranty and will be serviced under the warranty guidelines. A member of our team will be reaching out to the Customer direct with an update on the pending claim. With much respect, *************

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To whom it may concern, I purchased an **** table from the room place in ************ in March. I noticed when they were moving the chairs and table in, they sat it on the concrete in the snow. so when i got home i noticed the chair wood was chipped. I called and spoke with a manager by the name of ********************* she explained she will replace the chair ok they replaced the chair. Here we are almost a week of me purchasing this set, I was sweeping the floor and now the leg wood came off I'm for sure now this can't be real wood. I called again spoke with **** and asked are they going to be able to give me a discount for the damages that have been happening to this table she stated no I can replace the parts and not the full set, but we will offer you a $50 gift card. I said no to the $50 dollar gift card cause i would have to use it in store which I refused so apparently, she took it upon herself and applied it to my account i emailed her and she took it off I just don't understand with all the problems I've been having with this table why they couldn't discount it cause as you can see its poor quality for $900. I am asking that they send for this leg that again she just sent without notifying me and discount this table that's no-good quality

  

  Business response

  06/07/2024

  The RoomPlace extends our genuine apology for not meeting the Customers expectation despite most genuine of attempts.
  For a period of 1 year following the delivery, we administer the manufacturers warranty against defects in material and or workmanship. If there is such concern, we will gladly review photos and assist with repair under the guidelines of the warranty. We do not show photos on file. Customer has been asked to submit them to either ****************************************** or text to ************. We will reach out to the Customer and follow up on her concerns. Respectfully, *************
  

  Customer response

  06/07/2024

   
  Complaint: 21809516
  
  I am rejecting this response because: I have sent photos and picture to dkelton which was a supervisor.  Today I spoke with desiree  Stating to me that  that's  **** protocol  but don't have it in writing  because I asked for it to be discounted and how you telling a consumer something you don't have in writing if need to I can forward the emails 
  
  Sincerely,
  
  *******************************

  

  Business response

  06/18/2024

  We are truly sorry. We cannot meet the Customers expectation for a **************************** of the item and a credit despite our genuine intentions.
  The damage is to the leg of the table, which was already sent to the Customer at the time we ************************* her chair.
  The RoomPlace offered to provide a credit to keep the item as is or send a replacement leg as one-time voluntary accommodation. Option available are 1) credit to keep the item as is of $50(which Customer also has a **************************** leg that will correct the issue) or a replacement of the table upon receipt of stock (item is currently on backorder). No other exceptions will apply. Please respond back via the BBB complaint as to which option is preferred. With much respect, Customer Care 

  Customer response

  06/25/2024

   
  Complaint: 21809516
  
  I am rejecting this response because: 50 dollar credit for a table I paid 800 dollars for is nothing  because  the chair first then the table leg. It just going to show this furniture sells poor quality of furniture  I think $200 discount will be good and they can pick up the leg for the table 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  06/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We purchased 3 pieces of furniture a normal size couch, oversized chair and ottoman in January. The first date we were told was the end of March, about a week prior from the estimated date I received a call from corporate stating there has been a delay and that they would reach out the following week. I hadn't heard from anyone after a week so I called again and was transferred to the man who helped us in the store. He soon after became argumentative stating I should call the store and not corporate when looking for an update. I let him know in fact up until that point I didn't reach out to corporate, they called me. He went on to say well the warehouse our furniture was coming from had moved and that was the reason for the delay. He stated it would now be the end of May until we would receive it. I get an email today with an even later date now stating mid June. No one has reached out to us. My husband called corporate and was given the run around. I called May 24th to corporate the lady who answered the phone stated well were looking at an October delivery date. I demanded to speak to a manager, she transferred me to a gentleman who stated he was a manager. I asked what the deal was and what my options are. He stated because my order was a "special order" I have limited options. I explained the only thing that was special to our order was the pillows because we picked the pattern. He said my options were to wait it out or pay a 33% re stocking fee. I'm not sure why I would have to pay a restocking fee if they haven't even started pulling our order. There's no explanation as to why it is taking so long. Our payment to them was $3,641.83 in form of a check which cleared January 25th.

  

  Business response

  06/04/2024

  The RoomPlace was saddened to learn of the delay and extend our sincere apologies for the inconvenience as this is certainly not the norm or up to our standards. A member of our management team will review the order and connect with the Customer directly in hopes of finding a favorable resolution.With much respect, Customer Care 

   

  Customer response

  06/10/2024

   
  Complaint: 21794402
  
  I am rejecting this response because: No one has reached out to me! 
  
  Sincerely,
  
  ***********************

  

  Business response

  06/14/2024

  Sorry to hear that, our records indicate a voicemail was left on the primary number. A member of our team will be reaching out today. Respectfully, *************

  Customer response

  06/20/2024

   
  Complaint: 21794402
  
  I am rejecting this response because: I checked my phone records and voicemails including spam and was unable to find any evidence that a message or call was placed to my number ************
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My name is *************************. I bought a furniture from room place around 4 years ago or so with their credit card. I was enrolled in 48 months promotional plan. On the 11 I saw that my promotion period is ending on may 14 *****. I went ahead and did the payment of $200 through their (room place) web then after 2 minutes I tried to do the payment again of amount ****** but they were not accepting through web. I called them and did the in-person payment with room place on time. They took the payment. And I saw my account balance $0 on their web account. On 14th of may I see that they have deducted $200 from my account and not the other ******. I called them to find out and was told that they are returning the amount because the employee did not enter the right bank account number. Its their fault . My bank was never presented with the payment. I called them and spoke with one of the supervisor and they said that they will return the return fee they will be putting into my account plus the interest if any they will be credited back into my account once its generated. Yesterday I saw the $23 fee and my balance of ****** in my account. I called them and they return the $23 fee back into my account but never gave me reference number even after asking them many times. I did my payment of ****** as soon as it reflected into my account and even before when they were saying that the reverse of the payment will be happening I kept telling them to take the payment and even called Kenosha and gurnee mill roomplace store if they are taking in store payments. Its causing me a lot of stress from past few days and is ongoing. I did everything on time but still have to go through all this.

  

  Business response

  05/20/2024

  The RoomPlace was saddened to learn of these concerns and extend our genuine apology for the experience. We do not have access to the Customers account with a third-party provider and have forwarded this complaint to ************* directly and asked that they contact the Customer.  Customer can also call the number on the back of the card *************) for further assistance. With much respect, Customer Care 

• Initial Complaint

  04/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Me and girlfriend are young parents 17 and 18 but we decided to purchase a bedroom set and we got recommended through are parents because they spent over $5000 so we and chose a set for a king size bed and chest drawer and 2 night stands first the sales me lied about that didnt need a box frame and that it was very sturdy and upon arrival on March 26th we went to go pick up and I was putting it together a noticed the quality to feel very cheap and unsafe for my child and my girlfriend but I went through the process and upon putting it together the two side boards were worped and bent in and very flimsy I called and tried to return to try to resolve this as. Paying customer and also a safety concern for my family but was denied everything I will keep fighting for my familys safety I have all documentation and proof of purchase

  

  Business response

  04/30/2024

  The RoomPlace is saddened to learn of this concern. Our records indicate that the replacement of the rails is in process and waiting for shipment. A member of our team will reach out to the Customer regardless and ensure a satisfactory resolution. With much gratitude, Customer Care

   

• Initial Complaint

  04/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This is an outright scam company. Last December, I bought a sofa and bed set for a total of $14,399. The contract I signed stated that I could use their card with 60 months interest-free. Through simple math, I should be paying around $240 per month. However, I received a bill with over $500 just in interest, which is over a 30% annual interest rate, not even counting the principal. It's a complete deception.

  

  Business response

  04/23/2024

  The RoomPlace was disheartened to learn of this concert and extend our sincere apologies if there were any misunderstandings at point of purchase.  
  Customer elected to finance the purchase with a third-party provider. The promotion is for 60 months, deferred interest. At this time,there should be no interest assessed to the account, if this is not correct,please send us the statement which shows the interest fees, and we will contact the bank on the Customers behalf.
  The statement included shows the minimum monthly payment amount for the 3.5% of the balance. This information was provided at time of purchase as illustrated by the 2nd attachment submitted by Customer.
  As the balance is paid down, the minimum payment required will be lower but remains at 3.5% of the monthly balance owed. If the Customer has any additional questions, please let us know or they can reach out to the bank directly for further assistance related to their account. Respectfully, *************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩