Complaint Review: The Room Place

1/16/10 - My husband & I went to The Room Place in Schaumburg, IL. and worked with salesperson Iwona to put a sofa sectional and dining room table with 4 chairs on price hold, she verified price hold would be ok, and also that Algonquin, IL sales tax would be honored at sale completion with customer service associate Amir. The total was $1755.97; we put a deposit of $50 using out 5/3rd mastercard/debit card and was told that this amount locks us into any and all price guarantees, leaving a balance of $1705.97.

2/22/10 - I came in the store to pay the balance, and noticed the table in question was the same price but now included 6 chairs instead of the 4 we initially paid for. I mentioned this at the customer service desk to Mariolla, she stated that we could get this adjustment however she would need to change the paperwork because adding 2 chairs to the order would confuse the drivers. She deleted the table set from the original order and created a separate order for the table set to reflect the 6 chairs. I then mentioned to her that we were promised the sales tax from the Algonquin, IL location which is 7.75% as we live in Crystal Lake, IL. as opposed to Schaumburg, IL tax which is 10%. She checked with manager Tom, and received approval. However when she was done doing a whole lot of typing in her computer screen she came up with a total of $1784 and some change. I told her if the table was the same price and you're honoring a lower tax (which by the way the total DID incl. tax) why would I need to pay more??? I told her if the bottom line was not the same or less than the sales receipt I walked in with then I didnt want the merchandise at all and would go somewhere else. She went in the back office for a really long time. Came back smiling saying she had it all figured out, did a lot more typing in her computer screen then said my balance was $1705.97. I decided she was already upsetting me and I didnt fight her on the tax issue which was what she was supposed to have been figuring out. So now I am out of $54 bucks. I paid $1705.97 using my 5/3rd mastercard/debit card and signed the sales receipt.

2/23/10 - The merchandise was delivered, and intentionally left in plastic because we were not ready to organize the new living space & furniture, the table was put together and chairs were still covered in plastic.

2/24/10 - we removed the plastic from the sofa sectional with intentions of organizing the living space when we noticed the feet on the sectional was damaged and scratched up, the stitching was not put together completely and there were staples that was not actually adhering the leather to the wood, and cotton was visible, it looked like a 2nd hand product. So there were huge gaps, and it wasnt just on 1 piece it was on all 4. At that point we decided we would keep the table, but didnt want the sectional, and had no interest in a replacement at all. We called the customer service line and spoke with Paula, she stated all returns were handled at the store level. We called the store and spoke with Mariolla, she stated that we would need to come in the store to handle the details regarding the return. So far were still being inconvenienced by driving nearly 40 miles to say come get the sofa. 2/26/10 We went in to the Schaumburg store to see Mariolla and discuss the return. She had a very condescending attitude, and was very dismissive of our complaint. She ended up involving Manager Tom, initially he said he was the manager, then later stated he was the District manager, only for us to find out that The Room Place aka Harlem Furniture doesnt even have district/regional managers and the like. Anyway, we went back and forth about all the trumped up charges that they were going to charge us for the return. After the lies we were told, and the fixing of numbers, the fees and the disrespectful attitude of both Mariolla and Tom, we decided we wanted the table returned too. Now Mariolla tries to pull another fast one, she tells us that it was two separate orders and that we would be charged an additional return fee. I was thinking she must be crazy. So basically we would lose our initially delivery fee of $65 by returning the merchandise, then an additional $65 to have it picked up, now an additional $65 for a total of $195 for the table which was on a separate order that SHE CREATED!!! We came in the store and picked everything together, she altered the paperwork to accommodate internal issues, and Im being penalized for it. We got nowhere after that visit.

3/1/10 I called the corporate office and spoke with Michelle in the dispatch & customer service department. I spoke to her from 2pm-2:40pm causing me to be late picking my children up from school while she stated that she was having a manager work on this issue. She assured me that I would get a call back before the day was over and we ended the called.

3/1/10 6:15pm I called the corporate office back again, this time I ended up speaking with Shawn, I asked her if Michelle was there, she said she was gone for the say, then I asked her before I go into my spiel again if there were any notes in the system since I spoke to Michelle for 40 minutes, because I was sick of telling this story. She looked and said all it says is there is a problem with pick up. I told her I wanted a manager because that was an outrage to me. She placed me on hold over 5 minutes, then came back saying that Michelle was in fact there but was on another call, I again asked to speak with a manager, and she said one wasnt available, I told her I would hold. Finally Laquita a manager came to the phone and stated that she could help me, I told her how many people I had already spoken to and that I was very upset and tired of explaining this story, she told me I didnt need to go into my whole story because Michelle was off the phone and was about to place me on hold!!! I told her no way, I wanted to speak with her or someone higher, she then agreed to assist me. After being on the phone with her, she stated she would call the store and speak with Mariolla and try to get to the bottom of this and call me back. At 7:20pm I spoke back to Laquita, she said that it was all worked out and we shouldnt have to pay for something that was defective so she waived $130 for the delivery & pick-up of the sofa, however because nothing was wrong with the table we would ONLY need to pay $65 for the pick-up of the table which means we would be refunded $1690.97. She said we needed to go into the store AGAIN and sign papers indicating that the table will now be returned as well.

3/2/10 another trip to the store at 5pm, another 40 miles and another tank of gas later my husband spends 3 hours in the store because Mariolla and other managers are uncooperative and unable to systematically explain how we are due that amount of money of $1690.97. He explains until he is blue in the face, and calls me to come and help him. I dress my children, (6 year old twins), drive from Crystal Lake at dinner time to Schaumburg, IL (SO NOW 2 CARS HAVE TAKEN THIS GOD AWEFUL DRIVE) for WHAT!?? Nothing basically, the store was nearly ready to close, and were sitting here being told they dont know what they will refund because the system is saying different numbers. I told them I didnt care what it said, I have two receipts and a bank statement that amount to $1755.97 - $65 = $1690.97 and anything internal is their business. Amir at the customer service desk in the store stated that he would call tomorrow by 12noon to let us know a resolution. I told Amir if I didnt hear from him, I would be calling. My children did not get to bed until 11pm. I am beyond upset at this point!

3/3/10 12:25pm I get a call from Amir at the store stating that we will be refunded the amount in question but he cannot give me anything in writing or a return slip to indicate this, he stated that when the merchandise is picked-up on 3/9/10 then they will issue a refund. I told Amir, you have had us drive over here 3 times to sign paperwork stating what was being returned with dollar amounts on there, and all that doesnt amount to $1690.97 and you expect me to take your word that when you get it, you will refund the proper amount?? I told him this was unacceptable. I want this resolved today. He said he will see what he can do by the end of his shift, I asked him what time that was? He stated 5pm, I told him I expect to hear back well before then or I will be heading back up there and not leaving until I have something in hand that states what we will be refunded. After this conversation I filed a BBB complaint and complaint with the Attorney Generals office.