ComplaintsforThe Roomplace

• Initial Complaint

  09/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  So I have purchased multiple furniture since 2022 never had an issue till Now. I called and informed them that I was under the A Promo for my purchase and i had till **** to pay off my balance at no Interest fee. So, when I called the first time, they informed me that they had made a mistake when a double payment was made and that they will fix the issue since it was a mistake on their end, they informed me that it will be fixed by the next day, and since i called on Friday it would be done for sure by Monday. I didn't think to follow up since they gave me a reason and when it would be fixed. I get my next statement in the mail for this month and again there is another Interest fee for the month of September! So now I'm furriest due to the fact that I can't trust them any longer. Now i have to wait on Ongoing investigation due to a mistake on their end. *** was informed that this investigation would take up to 60 days before I know for sure that is has been resolved. *** the person that i was talking to that day couldn't give me a case # since it was just done. *** told me that i didn't have to call and check since they just put a claimed. I informed her that I no longer trusted the business and I would feel better If i checked myself since this has been happening multiple times and still No answers from them. This will be the last time i buy anything from them. Due to the miscommunication and the back and forth with two/ three different reps. *** still waiting for them to fix their mistake.

  

  Business response

  09/12/2023

  The RoomPlace apologizes for any confusion, but it seems there might be some uncertainty regarding the specific issue at hand. The financing in question is managed by a third-party entity, and as such, we do not have direct access to the details due to privacy constraints. We have already initiated contact with the customer to gain further clarity and better understand how we can be of assistance. Once we connect and understand the issue, we will engage with the bank on the Customers behalf and attempt to facilitate a prompt resolution. With much respect, Customer Care  

• Initial Complaint

  12/20/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a 7 piece bedroom set in August 2022. The bedroom set was delivered in October 2022. When the bedroom set got delivered the headboard, chest and dresser was not wrapped up. The men were very careless. I heard a big bang, so I asked was everything okay. They told me yes. After they left I noticed a big dent in our floors from the men being careless with the furniture. So I started to examine the furniture, I noticed the headboard was damaged with several marks that was covered with a marker. The drawers on the chest and dresser does not stay close. I noticed the drawers from gliders had several holes. So the furniture was not installed correctly. A new headboard was sent out the following week but it was defective as well. They sent a tech out to look at the drawers. When the tech looked at the drawers he said this was a terrible installment and he couldn't fix it. And I can expect a call within 3 days. Three days passed and I didn't hear anything. So I called and they said the tech didn't send the notes so I will hear something once he send the notes. Still didn't receive a called back. I received a email stating they will are sending out new glides. I called customer service back and ask why will they send new glides to fix drawers that was installed incorrectly. The rep told me that was the first step they had to take. They scheduled a second tech to come out. The second tech came out 12/10. When the second tech came out he said the same thing the first tech said.He couldn't fix the drawers. The furniture was a manufacture defect. And the drawers wasn't flushed all the way. He stated I should hear something within 3 davs. A week has passed. I haven't heard anything. So I called customer service today 12/19 and the rep said the case has been closed because it was nothing they could do. This experience was beyond ridiculous. First, for them to send out defective furniture and secondly not care about replacing the defective furniture.

  

  Business response

  12/22/2022

  The RoomPlace was saddened to learn that the adjustment of the drawer glides / drawers did not meet with the Customer's expectations. A member of our team will reach out to the Customer direct for further clarity and assistance in concluding this matter promptly. With much respect and gratitude, Customer Care

  Customer response

  01/03/2023

   I am rejecting this response because:
  
  The new dresser drawers was not flushed either. I keep the old one because the drawers was a little better. I exchanged the chest for the new one because the drawers was a little better but still not flushed all the way. 

  

  Business response

  01/06/2023

  We are sorry to hear of the concern with the dresser. Our records indicate this exchange was completed successfully however, we will reach out to the Customer for further clarity and in hopes of concluding this matter promptly. With much respect, Customer Care

• Initial Complaint

  02/10/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a bedroom set from The Room Place in April of 2021.The reason I purchased it from them is because they told me it was in stock. I received everything except for a dresser, main piece, in November of 2021.I am still waiting for the one piece that they told me was in stock when I purchased it and its now February 2022.They are now telling me it won't be here until April or May of 2022.They will not give me the floor model. They said wait or get another dresser that doesn't match the set.I should not have to wait when they have one on the floor. They told me it was in stock when I purchased it.

  

  Business response

  02/14/2022

  The RoomPlace was saddened to learn of our Customers concern and sincerely apologizes for the delay in fulfilling her purchase.  The RoomPlace is a reputable business and we take great pride in serving our valued Customers exceptionally. At times, and despite best efforts, there may be delays outside of control however, all efforts are made to expedite the fulfillment. We truly appreciate our Customers willingness to work with us in successfully completing her order.
  Thank you for your business and understanding.Respectfully, Customer Care

  Customer response

  02/15/2022

   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.

  
  

  Thank you.

*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. ↩