Complaints

• Initial Complaint

  10/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a motorized reclining sofa and loveseat from the room place and purchased a warranty. It has only been 5 months since the purchase date. The charger port in the love seat is no longer working and is covered by the warranty. However, they no longer make the piece needed. They offered me $160 to keep a broken piece of furniture, or stated that I could choose another love seat that will not match my sofa. Ive spent over 3k. I am not satisfied with having a broken love seat that I spent $1200+ dollars on, or having mismatched furniture. Neither love seat or sofa is being produced anymore meaning if anything goes wrong, I no longer have access to repairs. A refund or full exchange for both items is warranted at this point and they can pick up both items so that I can purchase a set that actually matches and is fully functional.

  

  Business response

  10/24/2024

  The RoomPlace was saddened to learn of the Customers concern. We believe the matter has been resolved to the Customers satisfaction.The warranty has been fulfilled as a one-time voluntary accommodation. Respectfully,Customer Care

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an account with this company and it was a loan that I have paid in full except for $400. This is my current balance and when I attepmted to pay it with my CC, they refused to accept my payment stating that I can only use ****. Ive paid with my CC before but because its thw last payment under the original contract agreement, They will not accept Credit Card Payments with no valid reason why.

  

  Business response

  10/17/2024

  Sorry to hear of the concern. The merchandise was delivered on 5/5/23. The financing is with a third party, *************. Due to consumer protection, the retailer does not have access to the account or payment history. Please contact the issuing bank directly with any questions related to the account. Respectfully, *************

  Customer response

  10/23/2024

   
  Complaint: 22429006
  
  I am rejecting this response because:
  

  I appear to be required to contact a 3rd party which ************** So my complaint is against them. 
  Sincerely,
  
  ****** ******

  

  Business response

  10/24/2024

  We are truly sorry that we cannot meet the Customer's expectation regarding the account. The account is not with the retailer. We have no visibility into the Customer's account with the bank. If there are billing or payment discrepancies, we do not have access to see nor can we assist in any way. Only the bank can answer questions related to the account for the account holder. Respectfully, *************

  Customer response

  10/27/2024

   
  Complaint: 22429006
  
  I am rejecting this response because: I contacted the ************* and they will not provide any documentation stating that a credit card can not be used. I advised due to my LOA from my job, I preferred to make 1 last payment to pay the debit completely off. Please assist.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  10/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought a table that comes with 3 pieces. They were all supposed to be delivered on Thursday. They only delivered two tables and made me waste my whole day today (10/12/24). The driver called and said they never loaded up any table for me today (10/12/2024). I am very upset and I am requesting a refund of the delivery fee. Not to mention, that when delivered, one of the tables were scratched (they were not scratched at the store when we saw it). Also three of the couch pillows are damaged (they sink in) when at the store, they did not sink in.

  

  Business response

  10/24/2024

  Our genuine apology for the hiccup during the delivery process of the table. Our records indicate this is now resolved and the delivery is complete.

  Regrettably, we are unable to meet the Customer's expectations for a refund of the delivery service fee. Respectfully, Customer Care

  Customer response

  10/25/2024

   
  Complaint: 22415763
  
  I am rejecting this response because:

  The order was delayed and some of the tables were damaged in transit.
  
  Sincerely,
  
  ***** ******

  

  Business response

  10/25/2024

  The merchandise was sold as is. No returns, exchanges or refunds. We are not aware of any damage during delivery. Please attach a photo to this response for further assistance. Respectfully, *************

• Initial Complaint

  10/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  King Size Beautyrest Black mattress/foundation (SKU#*********, Poduct Number ***** Price before tax $3,199.99) Purchase made at The RoomPlace - #** ************************* Algonquin, IL *****. (Since then store moved to ********************************************* and Ive been talking to people at this #************ about my mattress warranty. Mattress purchased on 09/26/2015, delivered 09/28/2015. Had a 10yr warranty. Mattress is a hybrid, called to complain about feeling springs hitting my hips, ribs and knees after a while of laying on it. (Once the top memory foam pillow top sinks down youre getting poked by the springs) They sent out a person to check the mattress. He lays down a sting on my mattress from side to side and measures the indentation. (To which there basically isnt any, cause its a memory foam mattress and it pops back up to its original shape as soon as you get off of it) I spoke to the guy they sent, he said that everyone has the same complaint with these mattresses but theres no way for them to prove that besides them sleeping on it and theyre not gonna do that. I called the company back and explained my problem about measuring the top of the mattress of a memory foam pillow top mattress is not gonna help prove the problem I have with the mattress and feeling the springs, so they send a second guy. Second guy comes with a ruler. Same pointless results. When we got the mattress they said it had a 10yr warranty as long as I keep the tags on and purchase the protective cover for it and use it so nothing happens to the mattress top, which I did. We spent all this extra money on what we thought was worth it since the company hyped up their warranty just to find out all they do is use a sting and a ruler to measure your comfort, never mind the springs digging in our body. But they wore nice enough to tell me my warranty is still all good if I need to make any additional claims. Ridiculous.

  

  Business response

  10/14/2024

  Our sincere apology for not meeting the Customers ********************************* administers the warranty on behalf of the manufacturer and in accordance with their guidelines. Please see attached warranty card. In the genuine interest of ***************** we dispatched 2 independent technicians within 2 weeks of each appointment at our expense to ensure accuracy in the evaluation. Regrettable,the results did not support a defect in the product. Respectfully, Customer Care 

  Customer response

  10/14/2024

   
  Complaint: 22414541
  
  I am rejecting this response because: I believe that the problem with my mattress falls under their warranty that covers manufacturing defects in your Beautyrest or ******* mattress or foundation , including faults in materials or manufacturing defects.  Im not complaining about my mattress sagging do to regular wear, Im complaining about feeling springs through my memory foam topper that are causing damage to my hips, ribs and knees. Something that doesnt happen when I sleep in the middle of the bed. Therefore the memory foam that they put in my hybrid mattress was clearly not meant to last through the 10 yr warranty they offered on my mattress.and if it was then my mattress is defective and therefore eligible for repair or replacement.
  
  Sincerely,
  
  ******* *******

  

  Business response

  10/17/2024

  Please note exclusions of the warranty. We are unable to proceed with a claim that does not meet the guidelines. We will be happy to send a 3rd independent technician at our expense in 60 days to re-evaluate the mattress condition. Respectfully, Customer Care 

  Customer response

  10/18/2024

   
  Complaint: 22414541
  
  I am rejecting this response because: I have read All of your Exclusions and responded to each one as to why it does NOT APPLY 

  EXCLUSIONS 
  
  These are YOUR EXCLUSIONS according to the warranty you attached,  fallowed by reasons why they do not apply to my complaint.
  
  1. Consumer firmness/comfort preference. - I am not complaining about firmness/comfort preference (Springs poking through is NOT anyones preference when owning a mattress)
  2. Normal changes in softness or recovery time of high density foams, including memory foam, due to normal use, temperature, or humidity. - I am NOT complaining about issues with recovery or softness, hints why ever time you send out your independent technicians the readings come out just fine.  
  3. Normal body impression(s) as indicated by your warranty code (see chart). - I am NOT complaining about normal body impressions as suggested by your charts.
  4. Consumer bed height/weight preference. Cover (fabric) and handles. - I am NOT complaining about my beds height, weight, cover fabric nor handles.
  5. Corner guards. - I am NOT complaining about corner guards.
  6. Bent border/grid wires. - I am NOT complaining about border/grid wires
  7. *****, cuts or tears. - I am NOT complaining about *****, cuts or tears.
  8. Vermin infestations. - I am NOT complaining about vermin infestation.
  9. Mattresses or foundations displaying stains or soil that reasonably indicates the presence of potentially dangerous bodily fluids, blood borne pathogens or other substances that could cause injury. - I am NOT complaining about stains or soils.
  10. Mattresses used with an inadequate foundation and/or support system. - This mattress WAS used with the ********************** box spring that was recommended and sold with it.
  11. Adjustable foundations (see owners manual for details on warranty coverage). - This mattress was NOT on an adjustable foundation.
  12. Merchandise sold as-is, distressed or floor model/sample. - This was NOT a as-is, distressed or floor model/sample mattress.
  13. Claims made outside the ****************, ********************, *********** or *******************. - THIS claim was made in *********
  14. Transportation, inspection, or removal costs of product, except in **********. - NOT what Im complaining about.
  
  
  Since Im not complaining about the things that are Excuded from my warranty that would make my claim part of the defective side of it.
  My complaint is with this hybrid mattress springs and the fact that they are causing pain to my and my partners hips knees and ribs.  You sending out another independent technician out to my house with a ruler or a string is not going to put that mattress through a proper test.  YOUR own technician told me that A LOT of people are complaining about the same problem with these mattresses but theres no way for them to test for this problem and all they can do is report it to you. So it looks to me like you have a bunch of defective product complaints and you just choose to ignore it.  I hope thats not true.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  10/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ordered furniture from the store back in July 11th 2024. We knew what we wanted and just wanted quick easy transaction. The sales people on the floor assured they can deliver to any where is US. We live in ********** and said no issue. Today is October 5th. We have no furniture. There is little to no communication. When there is communication we are told the vendor pushed the date back. Its been pushed back since July! We cant get a call back when we ask to speak to a manager. We are told all the time is our fault we ordered custom furniture. We ordered what we saw available online! At no point when we were ordering in the store did any of the store employees tell us it was out of stock! Never happened. We are on 3 months of excuse after excuse and being blamed. We did nothing wrong. I want my furniture. I want a company representative who knows whats going on to call with answers. We are told we cant cancel the order its against the contract we signed. 3 months going on 4 is ridiculous to wait for furniture!! We literally have nothing and no answers just being blamed for simply ordering what we wanted. Absolutely ridiculous how they treat customers.

  

  Business response

  10/10/2024

  Our sincere apology for the delay.  Albeit unusual, this is a special-order merchandise, and the Store has been in contact with the Customer to update on the expected shipment date. Thank you for your understating and your patience and we work towards the fulfilment. Respectfully, Customer Care
  

  Customer response

  10/11/2024

   
  Complaint: 22384636
  
  I am rejecting this response because:

  The minimal contact we’ve had is someone who can’t tell us anything about delivery date!! When we try to call no one ever answers the phone. We’ve asked several times to speak to a manager to no avail. As for the order itself, it’s not a custom or special order!! We ordered what we saw when showed in the store in their computer! How is this a special custom order? Its what was told was available to us. That’s what we chose,  that’s what we ordered. This again , is just a run around from Room Place. The customer service is horrible just like their communication. 
  
  Sincerely,
  
  Angelo Paladino

  

  Business response

  10/14/2024

  Our apology for the delay. Your cancellation is being processed. Respectfully, Customer Care

  Customer response

  10/17/2024

   
  Complaint: 22384636
  
  I am rejecting this response because:
   While i do acknowledge a call was made to me, and voice message was left calls are made to me during work hours. When I call back the store never answers. It’s absolutely ridiculous. It’s a vicious circle and we are getting nowhere. I want someone a manager and someone who has direct contact with their vendor to tell me what’s going on. Someone has to know something. This will not be solved until I get in direct contact with a higher up in the company, a manger with direct contact with the vendor. 
  Sincerely,
  
  Angelo Paladino

• Initial Complaint

  10/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company misinformed me about the payment plan I signed up for, stating I could pay $99 a month for 5 years. They then charged me $1900 in interest between August 17th and October 2nd, and are refusing to remove the fees. I have paid the balance in full and will be closing my account. However, this is predatory lending and they need to be held accountable.

  

  Business response

  10/04/2024

  We are truly sorry to hear of this concern. The financing is with a third party, provider. We do not have access to the Customer's account with the bank and are unable to provide any details related to the account payment and history. The monthly statement sent by the bank has the promotional period, amount charged / due and end date. If Customer would like, we can forward the complaint directly to the bank and ask them to connect with her. Please let us know. Respectfully, Customer Care 

  Customer response

  10/08/2024

   
  Complaint: 22372891
  
  Hi!

  Yes, please forward to the bank. The sales associate misinformed me about the monthly amount due in order to pay off the balance via the promotion. I was told the monthly auto-pay would pay off the balance in time to incur no interest charges. Instead, I received a sudden $1900 in interest on a $1600 remaining balance. I had no reason to get The Room Place credit card other than the promotional deal offered, as I already have several other cards. The sales person told me the amount she set up would pay off the amount and NOT incur interest.

  I will be moving next year and was planning to buy a whole house of furniture from The Room Place. However, I cannot do this if these predatory charges remain. I was entirely misled when signing up for this credit card, and would like that to be remedied, please. Thank you!

  
  Sincerely,
  
  Melanie Willis

  

  Business response

  10/10/2024

  This compliant has been forwarded to the bank directly for further assistance. Respectfully, Customer Care

  Customer response

  10/16/2024

   
  Complaint: 22372891
  

  Thank you. This complaint will remain open until I am refunded the unauthorized charges. It was The Room Place who misinformed me on the amount I needed to pay each month. They purposely set it up to incur extra interest, while telling me there would be no interest. This is predatory lending. $1900 in interest charges on a $1600 remaining balance, after receiving payment in full each month, is inexcusable.
  
  Sincerely,
  
  Melanie Willis

• Initial Complaint

  09/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Business sold terrible quality product with guardian insurance that doesnt cover breakage or tears by the seems after salesmen stated that everything is covered

  

  Business response

  09/26/2024

  The RoomPlace was disheartened to learn of our Customers concern and extend our genuine apology for not meeting his expectation despite best intentions. The merchandise was delivered on 5/8/21. The optional protection plans coverage was provided at the time of purchase by the store and emailed to the Customer directly by the plan provider, ********. If the damage reported is not covered under the protection plan, and approved by the provider, The RoomPlace is unable to proceed with an exchange. The protection plan is active and administered by the provider of service, Guardian.  Respectful, *************

• Initial Complaint

  09/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a three piece living room set and only received two pieces. Back in July I ordered a couch loveseat and reclining chair and received the couch and loveseat with no issue. I was told that the chair was on back order and would be delivered on September 14th. That day came and went and I never received the chair or any notification. I went to the store location and talked to the manager there and was told that they no longer have that chair and there was nothing that they could do. I told them I wanted to return my set as I did not receive the whole order. I then called the corporate office on September 16th. I asked to speak to a manager and was told that the manager was unavailable but I would receive a call within 24 to 48 hours. I never heard anything so I called again on September 18th and was told that I would get a call from the manger that night. I never heard anything. I called again on the 19th and left a message for the manager and still did not hear back. I want this resolved.

  

  Business response

  09/24/2024

  The RoomPlace was saddened to learn of this concern and extend our sincere apology if we did not meet the Customers expectation despite most genuine of intentions.
  The Sofa and Loveseat were sold from the store AS IS.  No returns or refunds. The chair was ordered from the manufacturer which we recently learned is no longer available. Customer can reselect on an accent chair or cancel the order for a refund. Our management team will connect with the Customer directly in hopes of finding a favorable resolution. With much respect, Customer Care 

  Customer response

  09/24/2024

   
  Complaint: 22322189
  
  I am rejecting this response because:
  I bought 3 pieces only received 2 I would not have bought the set had I not been promised that all 3 pieces would be delivered. I have the receipt stating that the chair would be delivered by 9/14 and it never was.

  
  Sincerely,
  
  Noah Boeing

  

  Business response

  09/25/2024

  The receipt attached by the Customer identifies the items that were sold "AS-IS No Returns/Refunds or Exchanges". Despite best intentions, we are unable to meet his expectations and pick up product sold AS IS, delivered 7/19/24. Items are sold individually and not part of a set. Regrettably, this chair is no longer available. We will cancel the order and issue a credit unless the Customer wishes to use the credit towards a different item. We will wait to hear preference via the BBB response. Truly sorry for the inconvenience. Respectfully, **************

• Initial Complaint

  09/18/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a couch from the roomplace. During the delivery the drivers punctured a whole in the bottom of the couch. In addition, all the thread is unraveling I called **************** and spoke with *****, Her solution was to send a technician to look at the couch instead of replacing it in general. Im not even sure why the merchandise isnt inspected prior to delivering to consumers. Im purchasing new items and for the time to have visible damage the same day tells me the furniture is of poor quality. The solution would be to replace the item not send a technician to play *** the builder on something thats suppose to be new

  

  Business response

  09/20/2024

  The RoomPlace extends our genuine apology if we did not meet our Customers expectations despite our mutual best efforts. Our records indicate this matter was successfully resolved. If there is any other outstanding matter, please let us know. Respectfully, *************

• Initial Complaint

  09/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 9/15 I made an online transaction. It was than cancelled by the merchant because it was "flagged" due to my shipping address being different than my delivery address. I than called them and they said even though the order was cancelled, they have to hold my money for 30 days, until 10/15. Therefore they are holding $34739.92 including a $385.00 deposit on my credit card when no goods were even rendered. They should refund the entire amount within a reasonable time 3-5 business days vs 30 days which is unheard of.

  

  Business response

  09/18/2024

  The RoomPlace extends our genuine apology for any inconvenience caused.  The authorization for $385.99 reversed on 9/16/24, it may take 3 to 5 business days for the bank to reflect (this is bank specific). The $3,473.92 never went through at all. Please let us know if you have any other questions.Respectfully, Customer Care
  

  Customer response

  09/23/2024

   
  Complaint: 22295839
  
  I am rejecting this response because: As of today, September 23, the retailer has not yet refunded the $3,792.00 to my Room Place credit card account.

  They canceled the order but still haven't refunded the $3,792 to my card in a timely manner. A 30-day hold time is unacceptable.

  It frustrating to have a transaction marked as "pending" for so long. Typically, if a transaction is pending, it means the retailer has not finalized it yet. Isnt a "canceled order" final? THEY are the ones who cancelled it. 

  
  When I access the Retailer site, the transaction still shows as 'pending.' When I called customer service, they informed me that the funds will be held for 30 days, even if no product was delivered."
  
  Sincerely,
  
  ******* ****

  

  Business response

  09/25/2024

  The account was not charged, it was an authorization only. The account terms follow the bank's policy and are not in the control of the retailer. The bank has confirmed the authorization has been removed. Our apology for the delay on the banks part to release the authorization. Respectfully, Customer Care  

  Customer response

  09/27/2024

   
  Complaint: 22295839
  
  I am rejecting this response because: This unheard of "30 day" wait for the funds to return to your card was definitely not the banks policy. When I called The Room Place I was trasnsferred to your customer service in ***** about 3 times and they never said it was the "banks policy".  They clearly said it was the YOUR policy. The Room Place provides ******** customer service when on the phone and not even US based service.  Banks only take about 3-5 business days to return funds.

   

  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. ↩