The RoomPlace

This is an updated review for the Roomplace. So about a week after I was told that my claim was closed, I get a phone call from corporate in Woodridge saying they want to offer me the option of exchanging my couch or let me select another item, paying the difference if it’s higher than the one to be exchanged.
Of course I am going to jump on this, and NO I won’t be getting another Jada sofa I’ll get something else. So I picked out the item called Max, which is a leather couch with connecting chase, nice sectional. So today they delivered my new sofa set and took the Jada sofa and loveseat back, it was an even exchange so no more $ out of my pocket. THANK YOU Roomplace for righting this wrong. I will also inform the BBB that you made it RIGHT! Although I am quite pleased with the final outcome, I cannot give 4 or 5 stars because of how we got to this in the first place. But again KUDOS to you for doing what was the right thing to do, that’s called customer service. Thanks.

We purchased a couch from the Algonquin store and purchased the extended warranty along with it. When we purchased the warranty, we were told that it covered EVERYTHING. About a year later, a lot of the cushions were sagging pretty bad, and we called to have it looked at under warranty. We were then told that the cushions were not covered. Our salesperson told us explicitly that everything would be covered several times. I reached out to the corporate office to let them know, and I was ignored for days at a time. I told their VP of Customer Care that I was busy and would appreciate that the issue was dealt with via email as I was rarely available by phone. That did not stop her from ignoring my emails and calling me at very inopportune times (8 pm on a weeknight and waking my daughter up). I told her that I couldn’t talk and emailed her back to say, again, that this needed to be dealt with via email. Nearly a week has gone by with zero response.

I wish that I could give zero stars. We purchased a couch and set a delivery date for six weeks out, the delivery date has been pushed back twice and now they are trying to push it back another week with no guaranteed delivery date. The managers and customers service representatives we spoke with were very rude and offered no apologies for our inconvenience. Extremely dissatisfied.

If I could give this place 0 stars, I would. The sales people are too pushy, the furniture is low quality and overpriced. Spend the extra money and go to Dania or anywhere else.

I left this message on their FB page. There is my first comment, a reply from the rep at The Roomplace that didn’t really address anything, and my reply to that:
*I should mention that it appears my comment has not been deleted from their page, but hidden from public consumption. A very shady move in my book.
Me:
I see no negative feedback on here, I wonder if it will stay up. I just submitted this to your site for feedback, but noticed that my story would be posted if deemed ‘appropriate’. Which is usually code for ‘if we think it makes us look good’.
While I appreciate the girl who worked with us tonight and sold us a new mattress today. I let the purchase go through as we’d been shopping all day, I will NEVER shop Harlem again.
When I asked about the comfort guarantee I was told that even though I have a brand new, unopened, WATERPROOF mattress cover and protector waiting for this mattress, that to qualify for your guarantee I would have to drop at least another $ 100 for a cover that is made of lighter and thinner material than most of my bath towels, not to mention, not waterproof. As far as I can tell, this is a straight up scam. ‘You can get this guarantee for 30 days, but only if you get this cover that isn’t really effective or worth the money and you aren’t even required to actually PUT on your bed when you get it.’ The fleece option alone costs near $ 100 in the vacuum of scams and made for TV stuff, a feeling I now have about going to The Roomplace.
The young lady explained all of this to me and accepted my no, and as we’re checking out her manager tries to insert himself to ‘make sure we understand’. I told him exactly what I thought of the program and that I didn’t want the scam. He persisted after I said no more than once, and that’s when I got hostile. I advised him of the scam nature of the guarantee and after some words he he pretty much relented that it made no sense when you really thought about it.
After finally relented and went away, letting us checkout.
I have this mattress scheduled to come on Monday, and if I find out that I can cancel this deal, I just might. All I wanted was a comfort guarantee that many mattress places offer, but instead I got a scam and blackmail situation, leaving your store feeling like I just left a car dealership and got taken.
I will make it my mission to share my story with as many people as I can both on and offline.
The Roomplace:
Hello Mr. Marshall,
Please accept our sincere apology for any misunderstanding as this was certainly not our intent. We are very appreciative of your business and look forward to serving you for many years to come. The mattress protector comes with a 10 year limited warranty which not only secures the Comfort Guarantee on the mattress (as specified in the guidelines) but also protects the manufacturing warranty should an unforeseen accidental stain occur which is specifically listed as an exclusions by most mattress manufactures under the warranty. This is an optional extended warranty offer available to Customers at time of purchase through a third party provider of service. The warranty comes with specific guidelines and exclusions and guarantees a replacement mattress of equal value provided the warranty guidelines are met and the attempted cleaning proves to be unsuccessful by the third party provider of service. It is never our intent to make our Customers uncomfortable or mislead them in any way. I am very sorry if we gave you that impression. I am personally accountable for your experience as I believe full disclosure at time of purchase is mandatory. Being a consumer myself, I rely heavily on full disclose at point of purchase so there is no misunderstanding thereafter which is what we strive to do within in our stores each and every time. We truly value your feedback and are happy to further discuss or answer any of your questions. Please feel free to reach out to me a
. With much gratitude, Jasmine Sakic, VP Customer Care Center.
I replied back to them, but cannot post all that text here. But basically Jasmine didn’t address any of my concerns or complaints, but rather just talked about their policies which is what my gripe with them is. I will never shop here again and will make it a mission to let others know not to either.

I almost did not go to the store based on the reviews in Unilocal,but decided to try. I am very glad that I did. The salesman was medium helpful and identified the sofa that I wanted, even though it was not on the floor — instead I had found it online at their site before we went to the store. We looked, discussed and paid for the sofa in less than an hour. The delivery people were on time, courteous and efficient. They made no mess, damaged nothing and were very respectful of my home, the new furniture and my time. I have to admit that I was very pleasantly surprised. Apparently between the time of the other reviews and now their management and delivery people have really focused on improving their customer service. I would have given them 5 stars, except that the furniture not being available to touch and feel was a significant annoyance. I will definitely look at them for furniture in the future.

The Room Place, previously Harlem Furniture customer service is horrible and incompetent. I purchased a $ 4,000 sectional couch, delivery was last Thursday and set-​up was incomplete. They neglected to hook the pieces on the rail so when you sit down the pieces move. They are too heavy for me to do by myself, so I called customer service within an hour of delivery and was told to hold on while she called the driver. She came back to the phone with an attitude saying the driver said I told him not to hook it up that I was going to move it later. Move it, the thing is a monster and there is NO where else to move it to! After arguing with me she said they would come back today and hook it up, after waiting all day they never showed up! I called and they said I was not on the schedule, and told me to hold on. I was on hold for 30 minutes and finally hung up and called the store. I’m hoping the salesman can get them to complete the job, I will post later with the results. I still need bedroom furniture, dining room and a kitchen set, you would think the company would want the repeat business especially in this economic climate. If anybody knows of a «reputable» furniture store in the Chicago area please let me know.

I didn’t walk into The Room Place thinking I was going to be buying a couch that would be passed on from generation to generation. Nor was I expecting that I would pay a price that would indicate it would last for ever. I’ve had my pieces for 1 and 2 weeks now. My issues with the store are more on the delivery aspect of the pieces. I bought three floor models for a pretty fair price I felt and was excited to get it. Despite on the TV commercials indicating next day delivery guaranteed, it was three days, then I got the end of the business day from 4:00 — 7:30, and they finally showed at 7:50. Because of their issues I missed out on work and lost $ 125, Then they didn’t bring all three pieces and ended up damaging some of the pieces with some scratches on the stained wood. I then ended up waiting another week for delivery of the third piece. Despite asking for a 1^st stop delivery after the earlier hassle, i got the same time frame. I asked for earlier and the voice on the telephone said no. Then I got a call at noon saying they’d be there in 45 minutes. Problem… I was an hour away at work, I told them I could be back by 3pm, they said they’d be there at 4 pm, again, I show up, they were late and it again cost me another freelance job, and again, more scratches on the furniture. I feel for the store employees who are at the mercy of their delivery crew. I hope the furniture lasts, I will look at my own remedies for repairing the scratches, I don’t need the hassle of dealing with their crew again.