Complaints

• Initial Complaint

  01/27/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1/25/25 On 12/10/24 I purchased and paid for 1 bed frame, 1dresser, 1 chest, 1 nightstand and deliver & setup of my furniture from the Roomplace on 181st and Halsted in ********, **. My original delivery agreement date is 1/31/25 which is still too long to wait for the delivery of furniture. On yesterday, I received a text that all of my Roomplace furniture delivery is delayed until 2/13/25 which is unacceptable and goes against my original 12/10/25 written contract agreement with the Roomplace. The Roomplace needs to refund back to my bank card method of payment $50 since my furniture is all of a sudden delayed without my verbal or written agreement. Im a disabled veteran and made plans for receiving my furniture on 1/31/25 nit 2/13/25. If the Roomplace tries to delay the delivery and set up of my furniture again. Im canceling everything and getting my full refund back from the Roomplace furniture and my next steps are the Attorney General/legal. Regrettably!!! 

  

  Business response

  01/27/2025

  The RoomPlace extends our sincere apology for the delay in filling our customer's order. Regrettably, we were notified of the delay due to severe weather conditions and informed the Customer immediately. If the Customer is unable to wait, we can cancel the order and issue a full refund. Please let us know the preference. Respectfully, *************

  Customer response

  01/29/2025

   
  Complaint: 22858034
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

  On 12/10/24 I purchased and paid for 1 bed frame, 1dresser, 1 chest, 1 nightstand and deliver & setup of my furniture from the roomplace on 181st and Halsted in ********, **. My original delivery agreement date is 1/31/25 which is still too long to wait for the delivery of furniture. On yesterday, I received a text that all of my roomplace furniture delivery is delayed until 2/13/25 which is unacceptable and goes against my original 12/10/25 written contract agreement with the roomplace. The roomplace needs to refund back to my original bank card method of payment $50 since my roomplace furniture is all of a sudden delayed without my verbal or written agreement. Im a disabled veteran and made plans for receiving my furniture on 1/31/25 not 2/13/25. If the roomplace tries to delay the delivery and set up of my furniture further, especially since their going out of business soon. My next steps is Attorney General/Legal
  
  

  

  Business response

  01/30/2025

  Regrettably, and despite best intentions, we are unable to meet the Customer's expectation. The merchandise is on back order. If the Customer is unable to wait, we can cancel the order and issue a full refund. Please let us know the preference. Much appreciated, *************

  Customer response

  01/31/2025

   
  Complaint: 22858034
  
  I am rejecting this response because: the roomplace breach the original agreemnt to have all my furniture delivered to my home and set up by 1/31/25 which i already pre-paid. 
  
  Sincerely,
  
  

  

  Business response

  02/04/2025

  The RoomPlace extends our apology for the delay once again.  Regrettably, and unexpectedly, the merchandise is on backorder. As soon as we have an update, we will contact the Customer. We understand if the Customer is unable to wait for the fulfillment and upon request will cancel the order and issue a full refund. Respectfully, Customer Care 

  Customer response

  02/04/2025

   
  Complaint: 22858034
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

  I NEED ROOMPLACE TO DELVER & SET UP MY DRESSER, MIRROR, CHEST, AND NIGH STAND BY 2/13/25 WHICH I ALREADY PAID FOR. On 12/10/24 I purchased and paid for 1 bed frame, 1dresser, 1 chest, 1 nightstand and deliver & setup of my furniture from the roomplace on 181st and Halsted in ********, **. My original delivery agreement date is 1/31/25 which is still too long to wait for the delivery of furniture. On yesterday, I received a text that all of my roomplace furniture delivery is delayed until 2/13/25 which is unacceptable and goes against my original 12/10/25 written contract agreement with the roomplace. The roomplace needs to refund back to my original bank card method of payment $50 since my roomplace furniture is all of a sudden delayed without my verbal or written agreement. Im a disabled veteran and made plans for receiving my furniture on 1/31/25 and 2/13/25. If the roomplace tries to delay the delivery and set up of my furniture further, especially since their going out of business soon. My next steps are the Attorney General and legal action. 

   

• Initial Complaint

  12/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased a sectional couch in September of 2024. This couch is in two pieces that are connected. The first piece was in stock and Roomplace delivered without issues. The 2nd piece is missing and has had the delivery date pushed back 4x. It seems these delivery dates are just made up. Despite emails, texts and reaching out to customer support online there has been no further update or anyone from management to discuss. This company has failed to fulfill their responsibilities and at this point it seems my only recourse is going to be to file a chargeback with my bank for the entire purchase price and items not received. This is especially sad because I have purchased from this store in the past, as have family of mine. I will no longer ever shop at Roomplace.

  

  Business response

  12/17/2024

  Truly sorry for the delay in fulfilling the order. We are happy to pick up the item for a full refund. We tried to schedule a pickup date; however, the request did not meet with the Customer's satisfaction. We will try to reach out again in hopes of fully resolving this issue. With much respect, Customer Care 

  Customer response

  12/18/2024

   
  Complaint: 22693158
  
  Response rejected. More lip service and zero action or responsibility by the business. Its no coincidence there are so many complaints without resolution. 
  

  This company has had $1,500 since September and continues to make up dates that change by the day. They state they will process a refund for the piece that is missing - yet to be received. Then they say the whole transaction will be refunded AFTER they come back to my house (probably scratch my walls again) and remove the couch. They messed up not me, Im not waiting longer for my money, nor am I going to argue with them for it. This place is all talk, zero accountability and completely incompetent. I guess thats why they filed for chapter 11 bankruptcy and are closing down stores. The manager said they only reached out because of the BBB complaint.
  

  

  Business response

  12/31/2024

  Our sincere apology for the delay. We have called the Customer and are attempting to schedule a pickup of the product in the home for a full refund. Regrettably, we have not been successful in scheduling a date with the Customer. He can let us know via the ******************** response what day works best Tues - Sat and we will be proceed with the pickup and refund upon completion of the return. With much respect, *************

• Initial Complaint

  12/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I experienced unresolved issues during the delivery process. The wrong screws for my 4 tables were delivered, and despite promises to reorder, the replacements--delivered several weeks later--were also the wrong size. This happened a third time, and now, four months later, I am left with unstable tabletops and no response from the company.

  

  Business response

  12/12/2024

  Our genuine apology, we were unaware of any outstanding concerns. A member of our management team will reach out for further clarity and in hopes of favorably resolving this matter promptly. With much respect, *************

  Customer response

  12/18/2024

   
  Better Business Bureau:
  
  After raising my concerns, The RoomPlace | Home Delivery Manager worked diligently to resolve my issues. The manager was responsive and professional, and offered a generous fair resolution that addressed my concerns. I appreciate their efforts to resolve this matter and am satisfied with the outcome.
  
  Sincerely,
  
  ** ******

• Initial Complaint

  12/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a sectional couch from the Room Place ********, ** on 8/31/24, with a delivery date of 10/8/24. On 10/5/24 I received a notification that the delivery had been delayed until 10/26/24. Two pieces of the sectional couch were delivered on 10/26/24. Two additional sections of the couch were delivered on 10/29/24. I was told the remaining portions of the couch would be delivered on 11/3/24. The date of 11/3/24 came and went with no contact from the Room Place. I called the Room Place multiple times with no response so I went into the store to speak with a representative. I was then told the balance of the couch would be delivered on 11/29/24. Again, 11/29/24 came and went with no contact from the Room Place. I called and called and no one returned my call. I again went into the store to speak with a representative. Thereafter, I was told the balance of the couch would be delivered on 12/3/2024. 12/3/2024 came and went with no contact from the Room Place. I once again called daily, waiting on hold for over 45 minutes each time. I left messages, call back number etc. Of all the times I called I only received one call back. I advised the person who responded to my call that I wanted to cancel the order. I want them to pick up the couch and take it back to their facility. I was advised that the remaining two sections of the couch will now be delivered 1/18/2025. I again went into the Room Place in ******** and advised them that I want to cancel the order. I have been waiting for 6 months for this couch to be delivered. I do not believe it will be delivered on 1/18/2025. I have now made multiple payments on a couch that I do not have. I purchased the ***** before the announcement that they were going out of business. I do not believe I will ever receive the couch. I will have no recourse once the store closes. They refuse to pick up the portions of the couch, refuse to return my money or credit me for the couch. I want my money back and I want the couch picked up.

  

  Business response

  12/09/2024

  Our sincere apology for the delay. A member of our team will connect with the Customer if they have not. Thanks 

• Initial Complaint

  11/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 3, 2024, I visited the Room Place and purchased two ************ recliners.The recliners were delivered on November 4, 2024. Upon inspection, I discovered that one of the chairs was broken and had caused damage to my wooden floor. I immediately brought this to the attention of the delivery driver, who replaced the broken part on the chair and contacted customer service on my behalf.I expected a prompt response from customer service regarding the incident and the damage to my floor. However, despite multiple follow-up calls on November 8, and November 18, 2024, and received a ticket number **********.On November 18, 2024, I was advised by a customer service representative to upload photographs of the damage for assessment. I complied with this request, but I have not received any further updates or contact since then.

  

  Business response

  11/27/2024

  We are sorry to learn of the concerns. A member of our management team will review all facts and photos associated with this delivery and connect with the Customer direct if any further clarity is needed. Respectfully Customer Care.

• Initial Complaint

  11/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am writing to express my extreme disappointment with the recent experience I had with The Room Place and Concora Credit. On October 17, I purchased a bedroom set from The Room Place, and after a delay in receiving the full order, I was informed that the delivery would be scheduled for November 14, between 9 AM and 12 PM. I took time off work in order to be available for the delivery.However, on the morning of November 14, at 10:15 AM, I received a text message stating that my delivery would not take place due to a disconnect between The Room Place and Concora Credit. Specifically, I was told that your company no longer worked with Concora Credit, and as a result, my items would not be delivered.This situation is deeply frustrating for several reasons: I had already cleared out my old furniture and given away some of it, as I was expecting my new items. When I contacted both The Room Place and Concora Credit, each company blamed the other for the issue, but neither took responsibility or attempted to find a solution. This lack of accountability has left me with no furniture and no clear resolution. To make matters worse, when I reached out to The Room Place to express my frustration, a representative named ****** ******** responded with I am no longer interested, offering no further assistance or resolution.This is, frankly, an unacceptable way to treat customers. I have not only been left without the furniture I purchased and paid for but I have also been subjected to blame-shifting and a complete lack of resolution from both companies. The lack of communication, support, and care from The Room Place and Concora Credit has left me feeling utterly disappointed and disregarded as a customer.I am requesting the following: A clear explanation of how this issue arose, and why I was not informed sooner. An apology for the way this situation has been handled, particularly the lack of customer service and professionalism. 

  

  Business response

  12/11/2024

  We are truly sorry for the inconvenience caused by this unfortunate circumstance. Regrettably, we are unable to delivery an order with an open balance. As soon as we learned of the funding cancelation by *******, we notified Customers asking for a new method of payment on the open balances. Our genuine apology for the experience. Respectfully, Customer Care 

• Initial Complaint

  11/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a modular couch for The Roomplace at the end of June 2024. I have yet to receive parts of the couch. I drove past the store recently only to discover the store is closing. Ive called and spoken to customer service several times about when I can expect the couch to arrive. They assure me that the couch is coming and give me a date of arrival. These dates tend to be incorrect and then it is moved back an additional month. We are now not scheduled to receive the missing piece until December. Im concerned that this is another fake date and that with the store shutting down will result in my money being taken with no couch given in return. Im hoping to get this resolved before the holidays. Please help!

  

  Business response

  11/20/2024

  Thank you for your business. The items just arrived at our ******************** A message was left for the Customer to move up her delivery date. Purchase orders are paid for and on the way, at times, with any logistics, there may be delays due to unforeseen circumstances however, The RoomPlace will fulfill the order or issue a refund. We take great pride in serving our Customers exception well and stand committed throughout the closing process. Thank you again for your business and loyalty over the years!

  Customer response

  11/23/2024

   
  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.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a sectional from room place Plainfield In May of 2024, within 6 month of purchasing,Our couch is already falling apart. The feathers in the cushions is coming out and threading is pilling badly. have contacted the store, went in to speak to the manager, **** several messages and no one has replied backmultiple times nobody replied back. My couch is covered under manufacture warranty for 1 year. On top of that, I have paid for additional 5 year warranty.. My couch, which is less than 6 months old, looks like a 10-year-old piece from *********. It is unacceptable, because I have spent over 4 thousand dollars on this couch, and nobody's getting back to me on how to resolve this issue.

  

  Business response

  11/14/2024

  Sorry to hear of the issue. We do not show any claims filed with the service department. A member of our management team will reach out directly after reviewing the order for further clarity on the concerns.  Respectfully, Customer Care 

  Customer response

  11/15/2024

   
  Complaint: 22530746
  
  I am rejecting this response because:

  i am still waiting to hear back from someone to direct me how to file a claim or what my next step should be or who should i reach out to. Please see above attached copy as a proof that i have sent 2 emails and no one has replied back.
  
  Sincerely,
  
  ***** K

  

  Business response

  11/18/2024

  Sorry for the confusion. Please check your voicemail and email. The email address used to respond is ******************************************* We will reach out to you again at the phone numbers on file and on the BBB. Thank you

• Initial Complaint

  11/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The store had a sign that it is going out of business. I stopped in and was told that the bedroom mattress and dresser were in stock and I would receive them in about 2 weeks. After payment the company continues to call me every other week to tell me that it is back order. I explained that I felt that they took my money knowing they didnt have my items in stock and now they are giving me the run around. I feel they are purposely lying to get sales and the customers are suffering.

  

  Business response

  11/14/2024

  Our records indicate the order is currently scheduled for 11/20 delivery, if there is a preference for an earlier date, please let us know and we will check delivery capacity to accommodate. Thank you for your business. *************

• Initial Complaint

  10/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a dining set from a nearby store 4 years ago. I paid for a warranty that ensured a refund if not used within the first five years. All of the stores are closing and my five years isn't up until next year. I just learned the refund is a gift card to only be used in the store. This giftcard was not iterated or discussed at the time of purchase. So, if the stores are closing, how am I able to receive my refund?

  

  Business response

  10/24/2024

  The Protection Plan is with a third-party provider, Guardian. 

  If the retailer is not in business and a claim filed, the items will be repaired under the terms of the program. If unable to repair, Guardian will issue a refund for the Protection cost.

  The no use no lose is a gift card to the furniture store that can be redeemed on a minimum purchase of $999. If Customer wants to submit a cancelation letter for her protection plan and have the retailer issue the $99 gift card, we will be happy to comply. Please let us know. Respectfully, Customer Care

  Customer response

  10/25/2024

   
  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.
  
  Sincerely,
  
  ******* *******

*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. ↩