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Business Profile

Furniture Stores

The Roomplace

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Furniture Stores.

Complaints

This profile includes complaints for The Roomplace's headquarters and its corporate-owned locations. To view all corporate locations, see

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The Roomplace has 5 locations, listed below.

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    Customer Complaints Summary

    • 16 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/20/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The transaction occurred March 7, 2022 with amount total of around $5000. The product was purchased with warranty. when I get the furniture at home ,I found that out there was scratches on the furniture. They send me a technician . the two other products he is the one who take them off the package. He stated that he can fixed them ,but they can not be damaged free .then I told him how spend over $5000 and installed a damage furniture in my house. After I called the RoomPlace several times and also emailed them ,I even asked to just picked up their furniture so the reimbursement the finance but I just find out this month that they report me for late payment. I still have the couch in my garage since I dont want to have a bad credit I just paid $1231 to saved my credit.

      Business Response

      Date: 12/22/2022

      The RoomPlace was saddened to learn of the Customers concern and extend our genuine apology if we did not meet their expectations despite most genuine of intentions. The merchandise was picked up by Customer on 5/16/*********** contacted us on 6/03/22 to report damage to the items. We encourage our Customers to inspect their merchandise upon pickup and let us know if they see any issues prior to leaving the ******************* as we do not cover any damage due to transit on pickups. In the rare occurrence the merchandise is found to have a defect, the 1-year manufacturing warranty is exercised. The pictures submitted by Customer showed minor scratches on the bottom of the legs which are not consistent with defects but rather transit damage. Regardless, and in the genuine interest of ***************** we dispatched a certified technician to the Customers home to complete repairs at no cost to the Customer. The Customer declined repairs while the technician was in the home and required an exchange on the items. Regretfully,we are unable to meet the Customers expectation and replace the items, however,are willing to send the technician out at our expense one more time to complete the touch up repairs in the home if the Customer agrees. Please let us know if Customer would like to pursue the repair in home as a final attempt to favorably conclude this matter for our valued Customer and we will reach out to schedule the appointment. Respectfully, Customer Care

    • Initial Complaint

      Date:11/02/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      10/10 do not recommend shopping here. My husband and I have spent thousands of dollars here and have still been dealing with an unresolved issue since July. We ordered a ****** sectional after salesman told us it would be in stock by August but would be delivered two separate times due to availability of middle part that connects the sectional. After the 1st delivery we realized they delivered the wrong facing chases and I immediately called the store. Manager said that they would put the right chases on an order and come and swap them out no charge. A couple of weeks later we get a call about delivery for the middle part of the sectional but when they never came I called store again and manager was very rude and short over the phone saying we owed a balance for the new facing chases . I explained to her this was one of their employees mistakes that they ordered the wrong furniture and that we shouldnt be paying for anything to get exchanged.My husband and si decided after that phone call that we just wanted to start a return and then to pick up the two wrong pieces that they delivered she said okay and hung up. ***** later after calling and always getting the run around my husband and I decided to go to the store and the workers present couldnt figure out why we hadnt got our return processed yet and said they would call back the following day when a manager was in. We NEVER received a phone call back! We still have two pieces of the sectional crowding our space and have not received any communication from the store about a pick up for this furniture, a refund of our money and an apology for their mishaps. Its NOVEMBER and we are still dealing with this as customers who have spent so much money with this business it is absolutely a disgrace.

      Business Response

      Date: 11/05/2022

      The RoomPlace was disheartened to learn of this concern and extend our genuine apology for the delay in resolution. Our records indicate that the store has been in contact with the Customer and a resolution was provided which will conclude this matter. We are truly sorry for the inconvenience and are glad that the matter has been resolved for our valued Customer. With much respect, *************

    • Initial Complaint

      Date:11/01/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have a pending agreement with The Room Place that I needed to have canceled due to the fact that I kept receiving damaged furniture. However, I called in to speak with a supervisor and the representative was extremely unprofessional and declined allowing me to speak with the supervisor along with giving me so much push back to assisting in this matter. I feel as though as a valued customer I shouldnt have been treated in this matter.

      Business Response

      Date: 11/05/2022

      The RoomPlace was saddened to learn of this concern and extend our sincere apology for not meeting the Customers expectations despite most genuine of intentions. The sofa did not fit during the delivery and the merchandise was returned for a refund. We have pulled the calls and are unable to locate under the Customers phone number any that support the allegation however, if there was a different phone number used, please let us know as this type of behavior is not tolerated nor up to our standards. We take great pride in serving our Customers well and would very much like to get to the bottom of this. Look forward to hearing back.Respectfully, Customer Care

    • Initial Complaint

      Date:09/13/2022

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased close to $2,000 in furniture in July of 2022, and had to wait until mid-September for delivery. I was called numerous times to set up delivery of the pieces, then the day of delivery was made aware that the main piece had major damage, and was unable to be fixed. They recommended that I take delivery of the other two pieces, and then they would send the main piece back out in mid-November. It is unacceptable to wait nearly two months for original delivery, but then to expect the customer to wait another two and a half months to get the main piece due to their negligence in delivery. The person that informed me of the issue, made it seem like no big deal, we will credit your card back and you can go in the store and get something else. I spent three days finding that furniture, only to have these issues arise. Someone needs to call and make this right ASAP.

      Business Response

      Date: 09/16/2022

      Our records indicate the merchandise is scheduled for delivery on 9/17/22. Delivery date confirmed with the Customer. Thank you for your business and please accept our apology for the fulfillment delay as we worked to expedite. With much respect and gratitude, *************

    • Initial Complaint

      Date:08/01/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Ordered a mattress from this store, was assured that I could have it delivered after 3pm, manager himself assured it to me and talked me into having it delivered in Friday 7-22-22 after 3pm, because I am not home earlier and I am unable to take time off. Got a call the Thursday prior to delivery to confirm delivery at ****am Friday. I told them I wasn't available until after 3pm. Was told they don't deliver that late and I should have read the fine print. Called their customer service to cancel the purchase since I can't be home prior to 3pm, they did speak to the delivery folks and were also unable to get delivery during a time that I would be home. I went ahead and cancelled the purchase. I was assured to receive credit within 24 to 72 hours. This was on July 21, 2022. It is now August 1, 2022 and I have not yet received my $770. 37 credited back to my card asap, since I get to pay interest on this.I would like to have a full refund being that have neither the ************** spring, nor the delivery that I paid an extra fee for.

      Business Response

      Date: 08/05/2022

      The RoomPlace was saddened that we were unable to meet the after 3pm delivery window and apologize for the inconvenience caused. We thank the Customer for her time and valuable feedback as we continue to evolve in our service levels. Hope to have an opportunity in the near future to demonstrate our Customer commitment. With much respect, *************

      Customer Answer

      Date: 08/08/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

      [Provide details of why you are not satisfied with this resolution.]

      I have yet to receive my refund for a purchase cancelled on 7-20-2022. I have been promised a refund by the company twice now. Each time I was given a time frame of ***** hours. Both timeframes have long been surpassed. I am still waiting on my refund, meanwhile I am accruing interest on my credit card for this purchase.


      Regards,

      ***********************


      Business Response

      Date: 08/08/2022

      The refund was completed on 8/5/22. Depending on the issuing bank of the credit card, it may take up to 10 business days for the credit to post. We are very sorry for the delay and trust that the post will appear on the Customer's account shortly. With much respect, Customer Care

    The Roomplace is NOT a BBB Accredited Business.

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