Complaints for The Roomplace in Woodridge, IL

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
4	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

5 complaints against The Roomplace

Sort by

3/14/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $2,481.05 Amount Settled: $0.00

Customer Complaint

2/26/2024

After months of waiting for our sectional from The RoomPlace we originally got notification that it would be delivered to the store on Washington street for pickup February 10th. Right before that date we got notification that it was now estimated to be delivered February 22nd. On our end everything still said processing so my fiancé messaged them Monday to get an update and they said it's been in stock waiting to be picked up, even though we never got told this until now. So we scheduled pickup for this Saturday (2/24). My fiancé got a notification last night that now the final day to pick up our sectional was Today (2/22). So we called and they said the only information they had was that the store was closing and all items have to be picked up by today. Online and on their phone says they close at 9, so we went to pick it up last night, and they were closed early. We went back again today and now all of a sudden they say they don't have the couch and it's in Chicago, even though EVERYTHING we have says Washington street. After arguing with them about it we finally just request a refund and even then they acted like that was difficult to do. We leave and look at the paperwork and it says a new pickup date in April so I call again and they said it's been canceled but said there was no deposit or money paid on it. Mind you we paid IN FULL at the time that we ordered it. Eventually she said "oh I guess you did it's being refunded it'll be up to 7 days" Resolution Sought Give refund and explanation as to what happened.

Company Response

3/1/2024

The RoomPlace extends our sincere apology for any misunderstanding as it relates the pickup of the product. Our records indicate the order was cancelled and refunded on 2/22/24. We will be happy to reinstate the order and deliver to the Customer at no charge. Please let us know if you would like for us to reinstate the sale and contact the Customer for payment and preferred delivery date. With much respect, Customer Care

12/13/2022

RESPONSE: Agreed to make an adjustment Amount in Dispute: $457.97 Amount Settled: $0.00

Customer Complaint

12/7/2022

Ordered king size mattress firm. What I got was a very thin mattress that would bend upon picking it up. Resolution Sought I request a return and refund the laughed at me and said we don't refund or return.

Company Response

12/8/2022

We are terribly sorry to hear of the concern. We offer a Comfort Guarantee on Mattresses. 100 NIGHT MATTRESS COMFORT GUARANTEE: The RoomPlace offers a 100 night comfort guarantee on mattresses and sets provided that the mattress protector is purchased on the same invoice as the mattress. Advanced sleep research shows it can take several weeks for our bodies to adjust to the proper support of a new mattress. Sleep on it for 30 nights and if you’re not comfortable, please contact us within 100 days or visit your local store to initiate a one-time reselection. New delivery fee is required. EXCLUSIONS: Please Note: We do NOT offer returns, refunds or our 7 Day Satisfaction Guarantee on furniture or mattresses picked up by customers at our stores or Distribution Center. In addition, we do not offer returns, refunds or our 7 Day Satisfaction Guarantee on stained, soiled, infested or damaged merchandise, lease to own, clearance, outlet, "AS IS" merchandise, floor samples, RTA (ready to assemble), promotional, free or gift with purchase items/value, massage chairs, adjustable power bases, special orders/sizes, pillows, mattress protectors and furniture care kits. If interested, please visit a local store or call our Customer Care Center for further assistance. Thank you for your business. Happy Holidays, Customer Care

Customer Rebuttal

12/8/2022

I don’t want anything your matteress is in its original plastic as I never used it or slept on it. It’s seize of crap like cardboard with springs. You’re a horrible company and I will take this claim as far as I need to to get my money back. We don’t need to go back and fourth with this. Either refund me and come get your crap out of my house or I will just go to the next step. You cannot do this to people and think it’s ok. Your rep seemed to think it was humorous. I’m not settling so if you want this to be in media and in court let’s go.

Company Final Response

12/12/2022

Our sincere apology for not meeting our Customer's expectations despite most genuine to intentions. A member of our team will reach out to her direct in hopes of finding a favorable resolution. Respectfully, Customer Care

Load More Complaints

Complaints and Resolutions

The Roomplace complaints