Good Morning Revdex.com,
Please refer to our last response for further details regarding our position on
expressed information provided to all of our customers alikeWe remain
confident in the offer presented to this customer regarding the sofa concern in
our previous responseI have re- entered this offer below for review again:
In regards to the sofa-although the
damage is unrepairable and the cause of damage is extremely questionable, the
only option for recourse is for Bob’s Discount Furniture to act on behalf of
the Goof Proof protection plan purchased by this consumer and exchange the
sofaBy choosing to accept this offer, this consumer must understand that there will no longer be Goof Proof
protection on the exchanged item however; they may repurchase it on the new
sofa should they wish
Thank You,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us*** (*** is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount
of
approved claims through this third party companyOur customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries
We provide a general flyer at the time of
sale that very clearly indicates there are some exclusion(s) to the protection
plan and the document further encourages the consumer to read their full plan
documents for the list of exclusionsAs the manager of the plan, *** is
responsible for sending the consumer the plan documentsShould the customer
decide that they would like to review the complete plan documents as the flyer
suggests and they don’t have these documents, we assume (as any retailer would)
that the customer would then try and obtain said documents for reviewHad we
been made aware of the need for these terms and conditions we most certainly
would have provided them upon any requestAs it is not typically a document we
provide we literally have no way of knowing whether the consumer has received
the complete plan or not and we see no reason not to trust that *** is
continually sending these documents as many claims for coverage are routinely
approved
In this consumer’s specific case I have
attached both the sales flyer (we provided at the time of sale) and the terms
and conditions (*** provides) for your reviewPlease see the below
section as this is clearly listed under the exclusions of coverage section
(starts on page and continues to page 3) within the protection plan:
EXCLUSIONS
TO COVERAGE:
Leather or vinyl cracking or peeling;
seam slippage/ separation; stress tears/
rips, scratches, scars, leather finish
defectsRepair and replacement are specifically
excluded
on split hides used in seating areas
We again apologize that the customer didn’t receive the
service expected from the *** company and are willing to look into this
claim further and dispute the claim with *** on their behalf should we
feel necessary
At this time we ask that the customer provide
photographic evidence via this Revdex.com channel of the damageAs stated in the
terms and conditions ***’s rule is that seam separations are not covered
Further reading of the terms and conditions page will also indicate that an
accident needs to be reported for any occurrence to be covered*** has
disclosed to us that the report the customer gave them indicated seam separations
(not covered) and the customer did not provide them with any indication of an
accident occurring causing the damage they reported Regretfully if more, appropriate information
is not presented from the customer we will be unable to help further facilitate
a dispute between our company and the *** company
To move forward please advise the customer
that we require a minimum of four (4) pictures (in color) for each item that is
listed in the report to ***I have listed the requirements below to
ensure our request is specifically notated:
-Minimum Photos of the Sofa
Sectional:
- Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the sofa sectional
- Picture that clearly shows the entire back surface (seats, outside backs)
of the sofa sectional
- Picture that clearly shows the damage
marks at close range
-Picture that clearly shows the damage marks
at a distance
We will review these photos and respond
with what, if any, options for resolution we may have to offer this customer
Sincerely,
*** ***
Bobs Discount Furniture
*** *** *** ***
Good Afternoon Revdex.com,
Please pass on my apologies to our
customer for the disappointment they are currently experiencing with this
product
Our records indicate that this
sofa was delivered to our customer on 09/14/and this concern was first
reported to us on 12/01/At
that point the Bobs Discount Furniture (
year) Warranty had expired on the merchandiseThe customer did purchase the *** *** protection plan which, as its name depicts, offers coverage against
accidental concerns causing damage to the furniture
We do expect our
sales professionals to provide a general overview of the additional protection
plan during the excitement of the sale and we provide a document not only
‘checking off’ what is covered by the plan, but also indicating that there are
exclusions to this plan and should the customer seek knowledge of exclusions
they are to refer to their full plan documentsWe cannot force a consumer into
the act of educating themselves on every exclusion denounced with the
protection plan and we do our best to properly prepare them in written word as
to what is covered. The protection plan
is also managed by a third party company called ‘***’ therefore we have no
way of forcing this company into covering what they consider an exclusion to
their plan
The technician
report we were provided on indicates that the seat of the merchandise
is sinking; however the cause of this sinking is related to use over the
period of years that the customer has maintained the merchandiseIt is completely
common and should be expected that any seat of any product loose resiliency
over a period of usageIn most cases we do offer service at no cost to our
customers as a courtesy, in this specific case the technician also reports to
have seen noticeable scratches from an animal on all seats cushionsAs animal
damage is not a wear and tear concern and stems from events beyond Bobs
Discount Furniture’s control we are unable to offer further courtesy recourses
on merchandise containing animal damages
*** *** is an
extremely valuable plan when used within its intended guidelines for accidental
damage protection and we do apologize to our customer that we are unable to
offer further recourse for events not covered under this protection plan/occurrences
of animal damage
Kind Regards,
*** ** ***
Bobs Discount Furniture
*** *** *** ***
Complaint: ***
I am rejecting this response because: I feel this
response is a bunch of “I apologize" but imply I am wrong or
misunderstanding your policies, and unacceptable to meYour explanation of the
delivery issue I experienced in is no concern of me,
the consumer; I do not care that the delivery team is responsible
"monetarily" for the merchandiseI am responsible for having
furniture for my family to sit on and use, the excuse “I don’t think it will
fit" did not help out situation, nor did it stop the other company from
completing their jobNor is it my concern if the delivery team works longer
than hours, that's your concernI work more than hours each and every day,
as to many other peopleThis is for you to address if it is an issue, and
perhaps they would be able to perform their jobs adequately if they were no so
over worked, as you indicate in your response.
your response to my concern about being told I had to
purchase a new mattress cover is that I should buy a new one with this new
mattress, are you attempting to help me, the consumer, or just attempt to make
a sale of this mattress cover (well over $cost)? I purchased the cover
and the warranty, and I am not at all surprised that it too has a defect, and
needs replacing (I am have contacted the warranty department regarding)I am
also very frustrated by your remarks regarding my pricing concern, "I can
see if an error occurred" as if I am lying
You also state “if you
were provided with paperwork as the time of the sale indicating …..” “IF” yet
again you imply I am not being honest, it is on my paperwork, it is also on
yoursI called your store and asked one of your employees to email me a copy
of the receipt and it’s listed there as welldo you deny this? if not, my question is did a member of
you team change it without me being notified or my request, or was this an “anomaly”
or “Glitch”? Did you look into this as you state in your response? Because I
certainly did not make this change request and I certainly did not call your
company several times as a result of this change if I knew about it, or
requested it
Lastly, you claim that the
delivery team would call your customer care team prior to leaving, this did not
happen, or you have heard more complaints from meYour delivery team had no
respect for my home, I had to get involved and ensuring that my home was not
damaged, or I fear it would haveI had to stop my Christmas tree from falling
over while they struggled to bring in the new mattress; you have also found out
that they dropped the mattress in the bedroom and completely flipped over my
entertainment center, sending my Xbox, fan, and cable boxes crashing to the
floorLuckily the items fully functioned after this; there were however
several scratches and cosmetic marks left on them
Clearly this response was meant to appease me, with
no actual remedy to the situationIn fact, I felt that your responses implied
I am being dishonest in some way
Sincerely,
*** ***(even more upset than before!)
Good Morning Revdex.com,
We certainly apologize to our customer for any confusion that may
have been caused by our Customer Care OfficesOur records indicate that we are
scheduled to service this customer’s merchandise on The customer has
spoken to a member of our supervisory level
regarding this matter and we
certainly plan to honor the service arrangement we have reflected for
As a business we reserve the right to determine what the cause of
concern and condition of this merchandise is prior to making any further determination
of possible options for courtesy recourseAs the customer has indicated there
were no issues reported to us within the expressed warranty period and
regardless of the fact that we are more than willing to offer service labor at
no charge outside of that warranty period, it is reasonable and should be
expected that service labor applies to repair of a defectShould the item have
deteriorated due to abuse or wear and tear the current effect is regretfully
beyond the control of our business
Our technician will make every effort to repair the merchandise should
the cause of concern be determined to be the result of a factory defectThe
technician will also contact our Customer Care Offices prior to exiting the
residence to report to us the outcome of service; we look forward to speaking
with the customer directly at that time
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us*** (*** is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount
of
approved claims through this third party companyOur customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carriesThe
original sales invoice provided to the customer and routinely signed as agreed
to by the purchaser does disclose that Bobs Discount Furniture is responsible
for any defect within a one year period of delivery onlyAny additional protection
the customer opted to purchase is through a third party company which we take
every opportunity to educate the consumer on
We provide a general flyer at the time of
sale that very clearly indicates there are some exclusion(s) to the protection
plan and the document further encourages the consumer to read their full plan
documents for the list of exclusionsAs the manager of the plan, *** is
responsible for sending the consumer the plan documentsShould the customer
decide that they would like to review the complete plan documents as the flyer
suggests and they don’t have these documents, we assume (as any retailer would)
that the customer would then try and obtain said documents for reviewHad we
been made aware of the need for these terms and conditions we most certainly
would have provided them upon any requestAs it is not typically a document we
provide we literally have no way of knowing whether the consumer has received
the complete plan or not and we see no reason not to trust that *** is
continually sending these documents as many claims for coverage are routinely
approved
In this consumer’s specific case I have
attached both the sales flyer (we provided at the time of sale) and the terms
and conditions (*** provides) for your reviewPlease see the below
section as this is clearly listed under the exclusions of coverage section
(starts on page and continues to page 3) within the protection plan:
EXCLUSIONS
TO COVERAGE:
Leather or vinyl cracking or peeling;
seam slippage/ separation; stress tears/
rips, scratches, scars, leather finish
defectsRepair and replacement are specifically
excluded
on split hides used in seating areas
We again apologize that the customer didn’t receive the
service expected from the *** company and are willing to look into this
claim further and dispute the claim with *** on their behalf should we
feel necessary
At this time we ask that the customer provide
photographic evidence via this Revdex.com channel of the damageOur records indicate
that as advertised this particular set is not built from its vendor using
bonded leatherAs stated in the terms and conditions ***’s rule is that peeling
on leather is not coveredFurther reading of the terms and conditions page
will also indicate that an accident needs to be reported for any occurrence to
be coveredRegretfully if more, appropriate information is not presented from
the customer we will be unable to help further facilitate a dispute between our
company and the *** company
To move forward please advise the customer
that we require a minimum of four (3) pictures (in color) for each item that is
“Peeling”I have listed the requirements below to ensure our request is
specifically notated:
-Minimum Photos of the Sofa:
- Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the sofa
- Picture that
clearly shows the damage marks at close range
-Picture that clearly shows the damage marks
at a distance
-Minimum Photos of the Loveseat:
- Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the loveseat
- Picture that
clearly shows the damage marks at close range
-Picture that clearly shows the damage marks
at a distance
We will review these photos and respond
with what, if any, options for resolution we may have to offer this customer
Sincerely,
*** ***
Bobs
Discount Furniture
*** *** *** ***
Good Morning
Revdex.com,
Please pass on our deepest apologies for
any disappointment this customer is experiencing with the ‘***’ Plan or
the merchandise listed here
Regretfully I am unable
to locate any account information that matches this consumer’s complaint within
our
internal records
I have looked under both names,
phone number, and address provided here and come up with no matching records
for any of those three key indicatorsI was able to locate an ‘***’ associated with the address provided but this person has no sales for
leather merchandise and that particular account lists sales and resolutions
from the year only
Can you please ask the
consumer to verify the invoice number (order number) associated with their
purchase so that I can proceed in assisting on this complaint further?
They can locate this order number via the sales receipt provided at the
time of purchase
If the order number is not
available please have the consumer list the purchaser’s name that should be
listed on this account and/or the delivery address associated with this
merchandise originallyWarranties and resolutions are honored
from the *** company and Bobs Discount Furniture to the original purchaser
only
We ask that the customer responds
to us thru this Revdex.com channel so that your efforts in excellent mediation
assistance are not wasted
Kindest Regards,
*** ** ***
Bobs Discount Furniture
*** *** *** ***
Good Afternoon Revdex.com,
We have
reached out to this customer as of by phone and email
We certainly
want to help our customer move forward with this claim and in looking into *** records the customer has not disclosed what type of accidental occurrence
caused
this rip
We have
asked the customer to provide us with photos and a report of incident so we can
properly continue our research into helping our customer resolve this claim
Thank You,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Good Afternoon Revdex.com,
I called and spoke with our customer today
(2.27.2015)I have apologized for any inconvenience our failures in properly
assisting him have caused and approved to provide our customer with the desired
settlement as listed in this concern
We thank our customer for
bringing the
coaching concerns we have to our attention so that we may address these and continue
to grow as a business
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
While we apologize that our customer is experiencing any
disappointment with their product our records do indicate that overall we have
worked at full capacity and above and beyond to ensure we have met our
customer’s concerns with satisfaction
For instance, our
records indicate that when this customer
contacted us in July and complained about the *** company denying the
scratch that was on the dresser we replaced the item at no charge to himWe
completed this at our own cost and kept his five year guarantee activeThe
damage was horizontal scrape marks to three of the drawers; clearly cosmetic
damage like this is not the type of manufacturing concern that just appears on
the product after owning it for nearly six monthsNevertheless we made an
exception for the customer as an extreme courtesy and brought him an entirely
new dresser
I do understand the customer’s frustration as it seems our
technician’s workmanship did not fully hold up as we would expect it to on the
trundle unitWe most certainly take responsibility for the workmanship
performed by our technician on the trundle unit wheel and as the customer
indicates in his complaint, it seems we have already tried to offer him
resolutions above the policies and procedures we have in placeAs a
business it is important to convey that our policies and procedures are adhered
by to actively keep all resolutions fair for all consumers alike
Our records indicate no report of concern has been made to
us regarding this dresser and it was exchanged in July of 2014, this includes
the most recent service call we completed on As the customer has
had possession of the dresser that he alleges has a design flaw for over five
months we do reserve the right to inspect this merchandise and provide service
to it prior to making any other options for resolution at our own discretionThis
information is clearly indicated on the second page of the customer’s sales
invoice and is routinely signed by the customer at the time of saleShould the
customer seek further assistance with the design flaw he asserts is present he
can contact our Customer Care Office directly (###-###-####) to discuss
sending in photos or scheduling a service call for this specific piece
In a further effort to work above and beyond to satisfy this
customer we will offer three (3) options for resolution in regards to the ***’s bedI have listed these options below
Options for
resolution on ***’s Bed w/Trundle unit (Please keep in mind these are
courtesy options and should not be perceived as the expected resolution by this
individual customer):
Option #1:
We will process and even exchange on the complete ***’s
Bed w/ Trundle drawersPlease note that while in the home within a month of
delivery our technician logged scratches present on the footboard associated
with this bedWe are again willing to overlook a customer caused damage in an
effort to appease this customer’s demands
-Or-
Option #2:
If the customer would like to reselect to a different type of
bed that may fit his furniture needs
better, we can offer to credit 100% of the cost paid to us from the ***’s
Bed w/ Trundle drawers (this would not include this cost of the
mattresses)We can offer to further this courtesy by covering the cost of
delivering the new bed the customer selects
-Or-
Option #3:
We can offer to refund the customer 20% off the cost paid to us
for the ***’s Bed w/ Trundle (this would not include this cost of
the mattresses)In accepting this option the customer should be aware that he
would be agreeing to keep the bed in the condition it is currently inWe will
not offer further services for the specific damage that has been reported to
the wheelOf course we do not find this to be the most appropriate option for
resolution and it is certainly the most unfriendly from a customer care point
of viewThis option exists as an attempt (again) to balance the demand for
monetary refund the customer has set forth along with the needs of our business
Please let the customer know they may respond to us thru
this Revdex.com channel that they have opened for mediation purposes with which option
they would like to proceed further with in regards to the ***’s Bed
concern
Kind Regards,
*** ** ***
Bobs Discount Furniture
*** *** *** ***
Good Morning Revdex.com,
I called and left a message for *** today (1.21.2015) at the daytime number
she has provided to the Revdex.com
I advised the customer of my direct phone number and ask that you please pass
this along for her use ###-###-####
We are truly very sorry for the frustrations
that our
many failures have caused our customer and given that there are many specific
pending details to confirm with our customer, we are seeking to speak with the
customer on a verbal basis if at all possible
Should*** prefer our responses be provided in writing
only thru the mediation channel she has opened with you please ask that she
write back to this response indicating so and we will comply with her
communication request
Kindest
Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Complaint: ***
I appreciate the obviously scripted response which is insulting to me
I am rejecting this response because: I will only accept # or # 4(refund) based on condition of itemI am hoping to have to not engage in either and expect merchandise to be delivered without damagesThey sell less than perfect items in their clearance section and E-Pit at substantially less,merchandise that you know has flaws.This was a very special gift for my grand-daughters birthday and I could have gone any where to buy her a bedI chose Bobs based on their advertising of satisfaction guaranteedI will not accept in home repair nor store creditMy grand-daughter has her heart set on this *** bedMy daughter is the one handling delivery of merchandise and I trust her judgement implicitlyWhy would I accept a repair when I did not order a floor sample or previously handled merchandiseBy the way, the mattress is fineBob's should have offered # or # from the beginningOn the phone,service rep was hemming and hawing with my daughter about any other options
Sincerely,
*** ***
To Whom It May Concern:When I bought this couch, the salesperson showed me the flier for furniture protection (I enclosed a photo of the whole flier and a close up of the coverage). In the the flier it states, "Bob's Goof Proof Protection provides comprehensive coverage against stains, damages on leather, fabric and vinyl upholstered furniture as well as wood and other hard surface furniture." The salesperson told me if anything happens to my furniture with this protection plan, it would be coveredAfter all, the word comprehensive means everythingThen after I bought the couch, the salesman told me the contract for the coverage is in the folderNow I am finding out there are limitationsIf that is the case, this is called bait and switchThe salesman tells me and shows me the flier that I have nothing to worry about, then puts a "contract" of the coverage in a folder, to find out now it was flier for all the limitationsThen on the bottom of the flier it says to request service, "Call toll-free *** (Bob's Hotline!) to request service"That means Bob's is responsible to make sure that this is fixed!! Now Bob's is saying it is not their responsibility it's a third partyThey need to fix the couch or give me a refund for the protection plan for not providing serviceThe refund should be: $plus tax $for a total of 195.51.Complaint: ***I am rejecting this response because:Sincerely,*** ***
Good Afternoon Revdex.com,
We have contacted this customer today (10.07.2014) and
advised that we will offer an even exchange on this itemWe are very sorry for
any frustration that this matter has caused our customer and we assure our
customer that providing satisfaction to our valued
consumers is our top priority
Please ask the customer to contact our Customer Care Offices
at ###-###-#### (Mon-Sat 6:30am -8:00pm) to schedule a delivery date for this
exchange
Kind
Regards,
*** ** ***
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com: Please see a copy of the email sent to
this consumer this morning (1.05.2014)
Please use this as ‘Our response’ to this complaint
***From: *** ***
Sent: Monday, January 05, 9:AM
To: '*** ***'
Cc: *** ***
Subject: RE: Revdex.com Complaint
Good
Morning ***,
My apologies
for the long response time hereI am just returning to my office from holiday
break and able to respond to your latest message
Thank you
for sending the photos to me, regretfully the manufacturer of this particular
set (we are the retailer) is no longer offering parts as a replacement
option.
I have
listed an option for resolution below for your reviewPlease let me know if
you find this offer acceptable as it differs from the option listed in your
desired settlement presented to the Revdex.com
Option
for resolution:
We will
provide you with 100% store credit based on the price you paid us for your
sofa/chaise (Credit = $799)We will also include store credit for the price
you paid us on *** *** Protection for this merchandise (Credit =$99.99).
This store
credit will allow you to reselect a different set whose material makeup may fit
your needs and longevity expectations better
Should you
wish that the chair and ottoman you posses be included in this offer we can
provide you with 80% store credit (based on the price you originally paid) on
these pieces (Credit =$438.40)Our records show no occurrences and/or
reoccurrences of possible manufacture defect present and these items have
remained in good condition and in your possession for nearly two and a half
years of use
We will
also include store credit for the price you paid us on *** *** Protection
for this merchandise (Credit =$50.00)
Once you
have visited a showroom to make your reselection we will expect to remove the
current merchandise you have in your possession (whatever you have decided to
take credit on) on the same date we deliver your new selectionAs an
additional apology we will also cover the cost of any delivery fee associated
with your newly selected merchandise
I look
forward to hearing back from you and apologize again that you have spent any of
your valuable time on solving your furniture concerns
:Please
Note: I have forwarded the same message thru the Revdex.com Channel you opened
Kind
Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because: We keep going around in a circle over and over againI have told you why I feel Bobs is responsible, it's because your sales associate misguided us on your "goof Proof " plan by GaudianAgain I asked the sales person about cuts, rips, ect- up, down, left, right, and every way you could ask about the planAnd his respondes was yes absolutely its all coveredAnd now I have a issue and I can not use my "goof proof" planEnough call Gaudian I sent pictures to then and nothing is getting done on their endOr give me back our we spent on you not so good "goof proof" planThe EndYou keep replaying with the same information each time enough fix your mistake and own up to it.
Sincerely,
*** ***
Good Afternoon Revdex.com,
I have spoken with *** today (10.2.2014) and processed a
monetary refund to her original method of paymentI feel that given all the
failures *** has endured during her experience with us it is more than fair
that we work to appease her request of monetary refund
We are truly sorry for the stress and inconvenience we
caused our customer and hope that she may provide us with another chance to
earn her trust back in the future
Thank you
for the opportunity to make this right,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Please let me know what the next steps are in order to replace the broken sofa with another one from BobsThank you
Sincerely,
*** ***
Good Morning Revdex.com,
Please pass on our sincerest apologies for the inconvenience the multiple deliveries, services and damaged product continues to cause our customerWe can certainly understand the customer’s frustration and assure our customer that we have been working to the best of our
ability to resolve these concerns
Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from usAs the retailer we do take full responsibility for the disappointments that may have occurred at the factory overseas or during the extensive transit the merchandise endures prior to arriving to our customerWe want nothing more than to make our failures right and provide our customer with the merchandise they selected in the condition they expectedRegretfully like any other business that involves a mass amount of daily shipments, there are aspects of delivery end that are not within our controlIt is correct that at the point of sale or scheduling we are normally unable to provide a customer with an estimated window for arrival
To maximize efficiency and keep the delivery service fair for all consumers alike we route all of our deliveries using a computer system that registers distances between all of the sub contracted trucking depots and the customer’s stops that are scheduledOnce this electronic routing process is completed an automated calling system makes contact with our customers and provides an estimated four hour window for arrivalOn a very large scale out of 3,deliveries a day this process allows for a smooth completion of deliveryWe communicate this via many facets to remain as honest and transparent as possible with our customersSome of those facets include the trifold provided at the time of sale and the ‘Delivery Tracker’ available through our websiteWhile we can request timeframes, as a retailer we can never expect to know what events will occur out of our direct control on the road when the delivery date arrivesFor example, if one customer cancels, is not at home, or has a walkway that is full of snow it can cause the team to run earlier than expected
The last scheduled delivery for this customer occurred on 2.06.2015, we did honor the customer’s request and we placed the customer in the latest time slot availablePer our records the automated system followed up with a timeframe of 2:00-6:00pmUpon arriving to the home at 2:45pm (well within our stated timeframe) the team reported finding a note on the door that said no one would be home until after 4:00pmThis customer was accommodated to the best of our ability and was the last stop on the truck’s run for We did attempt to contact the customer by phone while the team was at the stop and we could not get ahold of this customerWe apologize that the customer could not be home for us to complete the delivery however we cannot force another person to wait for hours after their run has been fully completed and they are due to return to their trucking depot
We currently have a delivery scheduled for the final item on to resolve the remaining delivery concernWe have continued as a business to address this individual’s concerns the moment they are presented to us and work out of our guidelines because we realize the level of dissatisfaction this consumer is emulating as a result of our failuresAt this time we are looking forward to completely resolving this customer’s concern on and we apologize again that these concerns have taken up any of our customer’s valuable time
Kind Regards, *** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning ***,
I am very sorry to learn of your disappointment with your *** *** ***I assure that this plan is extremely valuable when used within
the appropriate guidelines that the plan denouncesThe *** *** Plan is not intended
to cover multiple occurrences of damage
as the detailed contract and the sales
flyer, we provide at the time of sale, indicatesThis plan is for coverage on one
time incidents only and I have included the complete contract and the sales flyer
you were provided as attachments for everyone’s review
I do apologize that the third party company who manages this
plan did not apply any care and empathy to your case when you initially called
and I’ll be happy to review your case in more detail directly from Bobs
Discount Furniture should you be able to supply me with the following photos
thru this Revdex.com channel:
(1)
Photo of the affected item from a distance
(1)
Photo of the affected item showing the ‘milk
stain’ at close range
Like many other protection plans, sold on automobiles,
electronics, and home appliances, there is a reasonable expectation that the
merchandise has been kept in overall good condition prior to the accidental occurrence
of damage being reportedShould your merchandise prove to be in overall good
condition besides this damage we will look into what, if anything, we are able
to offer you for recourse directly through Bobs Discount Furniture
Our records do indicate that we are scheduled to come to
your residence to replace a slat on so in all reality Bobs Discount
Furniture has been caring for you as our customer***, the company that
manages the accidental portion of your protection plan is separate from Bobs and
we are unable to overturn another company’s decision on their own coverage
guidelines
I look forward to the receipt of your photos thru this Revdex.com
website so that I can continue to offer you assistance
Good Morning Revdex.com,
Please refer to our last response for further details regarding our position on
expressed information provided to all of our customers alikeWe remain
confident in the offer presented to this customer regarding the sofa concern in
our previous responseI have re- entered this offer below for review again:
In regards to the sofa-although the
damage is unrepairable and the cause of damage is extremely questionable, the
only option for recourse is for Bob’s Discount Furniture to act on behalf of
the Goof Proof protection plan purchased by this consumer and exchange the
sofaBy choosing to accept this offer, this consumer must understand that there will no longer be Goof Proof
protection on the exchanged item however; they may repurchase it on the new
sofa should they wish
Thank You,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us*** (*** is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount
of
approved claims through this third party companyOur customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries
We provide a general flyer at the time of
sale that very clearly indicates there are some exclusion(s) to the protection
plan and the document further encourages the consumer to read their full plan
documents for the list of exclusionsAs the manager of the plan, *** is
responsible for sending the consumer the plan documentsShould the customer
decide that they would like to review the complete plan documents as the flyer
suggests and they don’t have these documents, we assume (as any retailer would)
that the customer would then try and obtain said documents for reviewHad we
been made aware of the need for these terms and conditions we most certainly
would have provided them upon any requestAs it is not typically a document we
provide we literally have no way of knowing whether the consumer has received
the complete plan or not and we see no reason not to trust that *** is
continually sending these documents as many claims for coverage are routinely
approved
In this consumer’s specific case I have
attached both the sales flyer (we provided at the time of sale) and the terms
and conditions (*** provides) for your reviewPlease see the below
section as this is clearly listed under the exclusions of coverage section
(starts on page and continues to page 3) within the protection plan:
EXCLUSIONS
TO COVERAGE:
Leather or vinyl cracking or peeling;
seam slippage/ separation; stress tears/
rips, scratches, scars, leather finish
defectsRepair and replacement are specifically
excluded
on split hides used in seating areas
We again apologize that the customer didn’t receive the
service expected from the *** company and are willing to look into this
claim further and dispute the claim with *** on their behalf should we
feel necessary
At this time we ask that the customer provide
photographic evidence via this Revdex.com channel of the damageAs stated in the
terms and conditions ***’s rule is that seam separations are not covered
Further reading of the terms and conditions page will also indicate that an
accident needs to be reported for any occurrence to be covered*** has
disclosed to us that the report the customer gave them indicated seam separations
(not covered) and the customer did not provide them with any indication of an
accident occurring causing the damage they reported Regretfully if more, appropriate information
is not presented from the customer we will be unable to help further facilitate
a dispute between our company and the *** company
To move forward please advise the customer
that we require a minimum of four (4) pictures (in color) for each item that is
listed in the report to ***I have listed the requirements below to
ensure our request is specifically notated:
-Minimum Photos of the Sofa
Sectional:
- Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the sofa sectional
- Picture that clearly shows the entire back surface (seats, outside backs)
of the sofa sectional
- Picture that clearly shows the damage
marks at close range
-Picture that clearly shows the damage marks
at a distance
We will review these photos and respond
with what, if any, options for resolution we may have to offer this customer
Sincerely,
*** ***
Bobs Discount Furniture
*** *** *** ***
Good Afternoon Revdex.com,
Please pass on my apologies to our
customer for the disappointment they are currently experiencing with this
product
Our records indicate that this
sofa was delivered to our customer on 09/14/and this concern was first
reported to us on 12/01/At
that point the Bobs Discount Furniture (
year) Warranty had expired on the merchandiseThe customer did purchase the *** *** protection plan which, as its name depicts, offers coverage against
accidental concerns causing damage to the furniture
We do expect our
sales professionals to provide a general overview of the additional protection
plan during the excitement of the sale and we provide a document not only
‘checking off’ what is covered by the plan, but also indicating that there are
exclusions to this plan and should the customer seek knowledge of exclusions
they are to refer to their full plan documentsWe cannot force a consumer into
the act of educating themselves on every exclusion denounced with the
protection plan and we do our best to properly prepare them in written word as
to what is covered. The protection plan
is also managed by a third party company called ‘***’ therefore we have no
way of forcing this company into covering what they consider an exclusion to
their plan
The technician
report we were provided on indicates that the seat of the merchandise
is sinking; however the cause of this sinking is related to use over the
period of years that the customer has maintained the merchandiseIt is completely
common and should be expected that any seat of any product loose resiliency
over a period of usageIn most cases we do offer service at no cost to our
customers as a courtesy, in this specific case the technician also reports to
have seen noticeable scratches from an animal on all seats cushionsAs animal
damage is not a wear and tear concern and stems from events beyond Bobs
Discount Furniture’s control we are unable to offer further courtesy recourses
on merchandise containing animal damages
*** *** is an
extremely valuable plan when used within its intended guidelines for accidental
damage protection and we do apologize to our customer that we are unable to
offer further recourse for events not covered under this protection plan/occurrences
of animal damage
Kind Regards,
*** ** ***
Bobs Discount Furniture
*** *** *** ***
Complaint: ***
I am rejecting this response because: I feel this
response is a bunch of “I apologize" but imply I am wrong or
misunderstanding your policies, and unacceptable to meYour explanation of the
delivery issue I experienced in is no concern of me,
the consumer; I do not care that the delivery team is responsible
"monetarily" for the merchandiseI am responsible for having
furniture for my family to sit on and use, the excuse “I don’t think it will
fit" did not help out situation, nor did it stop the other company from
completing their jobNor is it my concern if the delivery team works longer
than hours, that's your concernI work more than hours each and every day,
as to many other peopleThis is for you to address if it is an issue, and
perhaps they would be able to perform their jobs adequately if they were no so
over worked, as you indicate in your response.
your response to my concern about being told I had to
purchase a new mattress cover is that I should buy a new one with this new
mattress, are you attempting to help me, the consumer, or just attempt to make
a sale of this mattress cover (well over $cost)? I purchased the cover
and the warranty, and I am not at all surprised that it too has a defect, and
needs replacing (I am have contacted the warranty department regarding)I am
also very frustrated by your remarks regarding my pricing concern, "I can
see if an error occurred" as if I am lying
You also state “if you
were provided with paperwork as the time of the sale indicating …..” “IF” yet
again you imply I am not being honest, it is on my paperwork, it is also on
yoursI called your store and asked one of your employees to email me a copy
of the receipt and it’s listed there as welldo you deny this? if not, my question is did a member of
you team change it without me being notified or my request, or was this an “anomaly”
or “Glitch”? Did you look into this as you state in your response? Because I
certainly did not make this change request and I certainly did not call your
company several times as a result of this change if I knew about it, or
requested it
Lastly, you claim that the
delivery team would call your customer care team prior to leaving, this did not
happen, or you have heard more complaints from meYour delivery team had no
respect for my home, I had to get involved and ensuring that my home was not
damaged, or I fear it would haveI had to stop my Christmas tree from falling
over while they struggled to bring in the new mattress; you have also found out
that they dropped the mattress in the bedroom and completely flipped over my
entertainment center, sending my Xbox, fan, and cable boxes crashing to the
floorLuckily the items fully functioned after this; there were however
several scratches and cosmetic marks left on them
Clearly this response was meant to appease me, with
no actual remedy to the situationIn fact, I felt that your responses implied
I am being dishonest in some way
Sincerely,
*** ***(even more upset than before!)
Good Morning Revdex.com,
We certainly apologize to our customer for any confusion that may
have been caused by our Customer Care OfficesOur records indicate that we are
scheduled to service this customer’s merchandise on The customer has
spoken to a member of our supervisory level
regarding this matter and we
certainly plan to honor the service arrangement we have reflected for
As a business we reserve the right to determine what the cause of
concern and condition of this merchandise is prior to making any further determination
of possible options for courtesy recourseAs the customer has indicated there
were no issues reported to us within the expressed warranty period and
regardless of the fact that we are more than willing to offer service labor at
no charge outside of that warranty period, it is reasonable and should be
expected that service labor applies to repair of a defectShould the item have
deteriorated due to abuse or wear and tear the current effect is regretfully
beyond the control of our business
Our technician will make every effort to repair the merchandise should
the cause of concern be determined to be the result of a factory defectThe
technician will also contact our Customer Care Offices prior to exiting the
residence to report to us the outcome of service; we look forward to speaking
with the customer directly at that time
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us*** (*** is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount
of
approved claims through this third party companyOur customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carriesThe
original sales invoice provided to the customer and routinely signed as agreed
to by the purchaser does disclose that Bobs Discount Furniture is responsible
for any defect within a one year period of delivery onlyAny additional protection
the customer opted to purchase is through a third party company which we take
every opportunity to educate the consumer on
We provide a general flyer at the time of
sale that very clearly indicates there are some exclusion(s) to the protection
plan and the document further encourages the consumer to read their full plan
documents for the list of exclusionsAs the manager of the plan, *** is
responsible for sending the consumer the plan documentsShould the customer
decide that they would like to review the complete plan documents as the flyer
suggests and they don’t have these documents, we assume (as any retailer would)
that the customer would then try and obtain said documents for reviewHad we
been made aware of the need for these terms and conditions we most certainly
would have provided them upon any requestAs it is not typically a document we
provide we literally have no way of knowing whether the consumer has received
the complete plan or not and we see no reason not to trust that *** is
continually sending these documents as many claims for coverage are routinely
approved
In this consumer’s specific case I have
attached both the sales flyer (we provided at the time of sale) and the terms
and conditions (*** provides) for your reviewPlease see the below
section as this is clearly listed under the exclusions of coverage section
(starts on page and continues to page 3) within the protection plan:
EXCLUSIONS
TO COVERAGE:
Leather or vinyl cracking or peeling;
seam slippage/ separation; stress tears/
rips, scratches, scars, leather finish
defectsRepair and replacement are specifically
excluded
on split hides used in seating areas
We again apologize that the customer didn’t receive the
service expected from the *** company and are willing to look into this
claim further and dispute the claim with *** on their behalf should we
feel necessary
At this time we ask that the customer provide
photographic evidence via this Revdex.com channel of the damageOur records indicate
that as advertised this particular set is not built from its vendor using
bonded leatherAs stated in the terms and conditions ***’s rule is that peeling
on leather is not coveredFurther reading of the terms and conditions page
will also indicate that an accident needs to be reported for any occurrence to
be coveredRegretfully if more, appropriate information is not presented from
the customer we will be unable to help further facilitate a dispute between our
company and the *** company
To move forward please advise the customer
that we require a minimum of four (3) pictures (in color) for each item that is
“Peeling”I have listed the requirements below to ensure our request is
specifically notated:
-Minimum Photos of the Sofa:
- Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the sofa
- Picture that
clearly shows the damage marks at close range
-Picture that clearly shows the damage marks
at a distance
-Minimum Photos of the Loveseat:
- Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the loveseat
- Picture that
clearly shows the damage marks at close range
-Picture that clearly shows the damage marks
at a distance
We will review these photos and respond
with what, if any, options for resolution we may have to offer this customer
Sincerely,
*** ***
Bobs
Discount Furniture
*** *** *** ***
Good Morning
Revdex.com,
Please pass on our deepest apologies for
any disappointment this customer is experiencing with the ‘***’ Plan or
the merchandise listed here
Regretfully I am unable
to locate any account information that matches this consumer’s complaint within
our
internal records
I have looked under both names,
phone number, and address provided here and come up with no matching records
for any of those three key indicatorsI was able to locate an ‘***’ associated with the address provided but this person has no sales for
leather merchandise and that particular account lists sales and resolutions
from the year only
Can you please ask the
consumer to verify the invoice number (order number) associated with their
purchase so that I can proceed in assisting on this complaint further?
They can locate this order number via the sales receipt provided at the
time of purchase
If the order number is not
available please have the consumer list the purchaser’s name that should be
listed on this account and/or the delivery address associated with this
merchandise originallyWarranties and resolutions are honored
from the *** company and Bobs Discount Furniture to the original purchaser
only
We ask that the customer responds
to us thru this Revdex.com channel so that your efforts in excellent mediation
assistance are not wasted
Kindest Regards,
*** ** ***
Bobs Discount Furniture
*** *** *** ***
Good Afternoon Revdex.com,
We have
reached out to this customer as of by phone and email
We certainly
want to help our customer move forward with this claim and in looking into *** records the customer has not disclosed what type of accidental occurrence
caused
this rip
We have
asked the customer to provide us with photos and a report of incident so we can
properly continue our research into helping our customer resolve this claim
Thank You,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Good Afternoon Revdex.com,
I called and spoke with our customer today
(2.27.2015)I have apologized for any inconvenience our failures in properly
assisting him have caused and approved to provide our customer with the desired
settlement as listed in this concern
We thank our customer for
bringing the
coaching concerns we have to our attention so that we may address these and continue
to grow as a business
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
While we apologize that our customer is experiencing any
disappointment with their product our records do indicate that overall we have
worked at full capacity and above and beyond to ensure we have met our
customer’s concerns with satisfaction
For instance, our
records indicate that when this customer
contacted us in July and complained about the *** company denying the
scratch that was on the dresser we replaced the item at no charge to himWe
completed this at our own cost and kept his five year guarantee activeThe
damage was horizontal scrape marks to three of the drawers; clearly cosmetic
damage like this is not the type of manufacturing concern that just appears on
the product after owning it for nearly six monthsNevertheless we made an
exception for the customer as an extreme courtesy and brought him an entirely
new dresser
I do understand the customer’s frustration as it seems our
technician’s workmanship did not fully hold up as we would expect it to on the
trundle unitWe most certainly take responsibility for the workmanship
performed by our technician on the trundle unit wheel and as the customer
indicates in his complaint, it seems we have already tried to offer him
resolutions above the policies and procedures we have in placeAs a
business it is important to convey that our policies and procedures are adhered
by to actively keep all resolutions fair for all consumers alike
Our records indicate no report of concern has been made to
us regarding this dresser and it was exchanged in July of 2014, this includes
the most recent service call we completed on As the customer has
had possession of the dresser that he alleges has a design flaw for over five
months we do reserve the right to inspect this merchandise and provide service
to it prior to making any other options for resolution at our own discretionThis
information is clearly indicated on the second page of the customer’s sales
invoice and is routinely signed by the customer at the time of saleShould the
customer seek further assistance with the design flaw he asserts is present he
can contact our Customer Care Office directly (###-###-####) to discuss
sending in photos or scheduling a service call for this specific piece
In a further effort to work above and beyond to satisfy this
customer we will offer three (3) options for resolution in regards to the ***’s bedI have listed these options below
Options for
resolution on ***’s Bed w/Trundle unit (Please keep in mind these are
courtesy options and should not be perceived as the expected resolution by this
individual customer):
Option #1:
We will process and even exchange on the complete ***’s
Bed w/ Trundle drawersPlease note that while in the home within a month of
delivery our technician logged scratches present on the footboard associated
with this bedWe are again willing to overlook a customer caused damage in an
effort to appease this customer’s demands
-Or-
Option #2:
If the customer would like to reselect to a different type of
bed that may fit his furniture needs
better, we can offer to credit 100% of the cost paid to us from the ***’s
Bed w/ Trundle drawers (this would not include this cost of the
mattresses)We can offer to further this courtesy by covering the cost of
delivering the new bed the customer selects
-Or-
Option #3:
We can offer to refund the customer 20% off the cost paid to us
for the ***’s Bed w/ Trundle (this would not include this cost of
the mattresses)In accepting this option the customer should be aware that he
would be agreeing to keep the bed in the condition it is currently inWe will
not offer further services for the specific damage that has been reported to
the wheelOf course we do not find this to be the most appropriate option for
resolution and it is certainly the most unfriendly from a customer care point
of viewThis option exists as an attempt (again) to balance the demand for
monetary refund the customer has set forth along with the needs of our business
Please let the customer know they may respond to us thru
this Revdex.com channel that they have opened for mediation purposes with which option
they would like to proceed further with in regards to the ***’s Bed
concern
Kind Regards,
*** ** ***
Bobs Discount Furniture
*** *** *** ***
Good Morning Revdex.com,
I called and left a message for *** today (1.21.2015) at the daytime number
she has provided to the Revdex.com
I advised the customer of my direct phone number and ask that you please pass
this along for her use ###-###-####
We are truly very sorry for the frustrations
that our
many failures have caused our customer and given that there are many specific
pending details to confirm with our customer, we are seeking to speak with the
customer on a verbal basis if at all possible
Should*** prefer our responses be provided in writing
only thru the mediation channel she has opened with you please ask that she
write back to this response indicating so and we will comply with her
communication request
Kindest
Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Complaint: ***
I appreciate the obviously scripted response which is insulting to me
I am rejecting this response because: I will only accept # or # 4(refund) based on condition of itemI am hoping to have to not engage in either and expect merchandise to be delivered without damagesThey sell less than perfect items in their clearance section and E-Pit at substantially less,merchandise that you know has flaws.This was a very special gift for my grand-daughters birthday and I could have gone any where to buy her a bedI chose Bobs based on their advertising of satisfaction guaranteedI will not accept in home repair nor store creditMy grand-daughter has her heart set on this *** bedMy daughter is the one handling delivery of merchandise and I trust her judgement implicitlyWhy would I accept a repair when I did not order a floor sample or previously handled merchandiseBy the way, the mattress is fineBob's should have offered # or # from the beginningOn the phone,service rep was hemming and hawing with my daughter about any other options
Sincerely,
*** ***
To Whom It May Concern:When I bought this couch, the salesperson showed me the flier for furniture protection (I enclosed a photo of the whole flier and a close up of the coverage). In the the flier it states, "Bob's Goof Proof Protection provides comprehensive coverage against stains, damages on leather, fabric and vinyl upholstered furniture as well as wood and other hard surface furniture." The salesperson told me if anything happens to my furniture with this protection plan, it would be coveredAfter all, the word comprehensive means everythingThen after I bought the couch, the salesman told me the contract for the coverage is in the folderNow I am finding out there are limitationsIf that is the case, this is called bait and switchThe salesman tells me and shows me the flier that I have nothing to worry about, then puts a "contract" of the coverage in a folder, to find out now it was flier for all the limitationsThen on the bottom of the flier it says to request service, "Call toll-free *** (Bob's Hotline!) to request service"That means Bob's is responsible to make sure that this is fixed!! Now Bob's is saying it is not their responsibility it's a third partyThey need to fix the couch or give me a refund for the protection plan for not providing serviceThe refund should be: $plus tax $for a total of 195.51.Complaint: ***I am rejecting this response because:Sincerely,*** ***
Good Afternoon Revdex.com,
We have contacted this customer today (10.07.2014) and
advised that we will offer an even exchange on this itemWe are very sorry for
any frustration that this matter has caused our customer and we assure our
customer that providing satisfaction to our valued
consumers is our top priority
Please ask the customer to contact our Customer Care Offices
at ###-###-#### (Mon-Sat 6:30am -8:00pm) to schedule a delivery date for this
exchange
Kind
Regards,
*** ** ***
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com: Please see a copy of the email sent to
this consumer this morning (1.05.2014)
Please use this as ‘Our response’ to this complaint
***From: *** ***
Sent: Monday, January 05, 9:AM
To: '*** ***'
Cc: *** ***
Subject: RE: Revdex.com Complaint
Good
Morning ***,
My apologies
for the long response time hereI am just returning to my office from holiday
break and able to respond to your latest message
Thank you
for sending the photos to me, regretfully the manufacturer of this particular
set (we are the retailer) is no longer offering parts as a replacement
option.
I have
listed an option for resolution below for your reviewPlease let me know if
you find this offer acceptable as it differs from the option listed in your
desired settlement presented to the Revdex.com
Option
for resolution:
We will
provide you with 100% store credit based on the price you paid us for your
sofa/chaise (Credit = $799)We will also include store credit for the price
you paid us on *** *** Protection for this merchandise (Credit =$99.99).
This store
credit will allow you to reselect a different set whose material makeup may fit
your needs and longevity expectations better
Should you
wish that the chair and ottoman you posses be included in this offer we can
provide you with 80% store credit (based on the price you originally paid) on
these pieces (Credit =$438.40)Our records show no occurrences and/or
reoccurrences of possible manufacture defect present and these items have
remained in good condition and in your possession for nearly two and a half
years of use
We will
also include store credit for the price you paid us on *** *** Protection
for this merchandise (Credit =$50.00)
Once you
have visited a showroom to make your reselection we will expect to remove the
current merchandise you have in your possession (whatever you have decided to
take credit on) on the same date we deliver your new selectionAs an
additional apology we will also cover the cost of any delivery fee associated
with your newly selected merchandise
I look
forward to hearing back from you and apologize again that you have spent any of
your valuable time on solving your furniture concerns
:Please
Note: I have forwarded the same message thru the Revdex.com Channel you opened
Kind
Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because: We keep going around in a circle over and over againI have told you why I feel Bobs is responsible, it's because your sales associate misguided us on your "goof Proof " plan by GaudianAgain I asked the sales person about cuts, rips, ect- up, down, left, right, and every way you could ask about the planAnd his respondes was yes absolutely its all coveredAnd now I have a issue and I can not use my "goof proof" planEnough call Gaudian I sent pictures to then and nothing is getting done on their endOr give me back our we spent on you not so good "goof proof" planThe EndYou keep replaying with the same information each time enough fix your mistake and own up to it.
Sincerely,
*** ***
Good Afternoon Revdex.com,
I have spoken with *** today (10.2.2014) and processed a
monetary refund to her original method of paymentI feel that given all the
failures *** has endured during her experience with us it is more than fair
that we work to appease her request of monetary refund
We are truly sorry for the stress and inconvenience we
caused our customer and hope that she may provide us with another chance to
earn her trust back in the future
Thank you
for the opportunity to make this right,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Please let me know what the next steps are in order to replace the broken sofa with another one from BobsThank you
Sincerely,
*** ***
Good Morning Revdex.com,
Please pass on our sincerest apologies for the inconvenience the multiple deliveries, services and damaged product continues to cause our customerWe can certainly understand the customer’s frustration and assure our customer that we have been working to the best of our
ability to resolve these concerns
Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from usAs the retailer we do take full responsibility for the disappointments that may have occurred at the factory overseas or during the extensive transit the merchandise endures prior to arriving to our customerWe want nothing more than to make our failures right and provide our customer with the merchandise they selected in the condition they expectedRegretfully like any other business that involves a mass amount of daily shipments, there are aspects of delivery end that are not within our controlIt is correct that at the point of sale or scheduling we are normally unable to provide a customer with an estimated window for arrival
To maximize efficiency and keep the delivery service fair for all consumers alike we route all of our deliveries using a computer system that registers distances between all of the sub contracted trucking depots and the customer’s stops that are scheduledOnce this electronic routing process is completed an automated calling system makes contact with our customers and provides an estimated four hour window for arrivalOn a very large scale out of 3,deliveries a day this process allows for a smooth completion of deliveryWe communicate this via many facets to remain as honest and transparent as possible with our customersSome of those facets include the trifold provided at the time of sale and the ‘Delivery Tracker’ available through our websiteWhile we can request timeframes, as a retailer we can never expect to know what events will occur out of our direct control on the road when the delivery date arrivesFor example, if one customer cancels, is not at home, or has a walkway that is full of snow it can cause the team to run earlier than expected
The last scheduled delivery for this customer occurred on 2.06.2015, we did honor the customer’s request and we placed the customer in the latest time slot availablePer our records the automated system followed up with a timeframe of 2:00-6:00pmUpon arriving to the home at 2:45pm (well within our stated timeframe) the team reported finding a note on the door that said no one would be home until after 4:00pmThis customer was accommodated to the best of our ability and was the last stop on the truck’s run for We did attempt to contact the customer by phone while the team was at the stop and we could not get ahold of this customerWe apologize that the customer could not be home for us to complete the delivery however we cannot force another person to wait for hours after their run has been fully completed and they are due to return to their trucking depot
We currently have a delivery scheduled for the final item on to resolve the remaining delivery concernWe have continued as a business to address this individual’s concerns the moment they are presented to us and work out of our guidelines because we realize the level of dissatisfaction this consumer is emulating as a result of our failuresAt this time we are looking forward to completely resolving this customer’s concern on and we apologize again that these concerns have taken up any of our customer’s valuable time
Kind Regards, *** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning ***,
I am very sorry to learn of your disappointment with your *** *** ***I assure that this plan is extremely valuable when used within
the appropriate guidelines that the plan denouncesThe *** *** Plan is not intended
to cover multiple occurrences of damage
as the detailed contract and the sales
flyer, we provide at the time of sale, indicatesThis plan is for coverage on one
time incidents only and I have included the complete contract and the sales flyer
you were provided as attachments for everyone’s review
I do apologize that the third party company who manages this
plan did not apply any care and empathy to your case when you initially called
and I’ll be happy to review your case in more detail directly from Bobs
Discount Furniture should you be able to supply me with the following photos
thru this Revdex.com channel:
(1)
Photo of the affected item from a distance
(1)
Photo of the affected item showing the ‘milk
stain’ at close range
Like many other protection plans, sold on automobiles,
electronics, and home appliances, there is a reasonable expectation that the
merchandise has been kept in overall good condition prior to the accidental occurrence
of damage being reportedShould your merchandise prove to be in overall good
condition besides this damage we will look into what, if anything, we are able
to offer you for recourse directly through Bobs Discount Furniture
Our records do indicate that we are scheduled to come to
your residence to replace a slat on so in all reality Bobs Discount
Furniture has been caring for you as our customer***, the company that
manages the accidental portion of your protection plan is separate from Bobs and
we are unable to overturn another company’s decision on their own coverage
guidelines
I look forward to the receipt of your photos thru this Revdex.com
website so that I can continue to offer you assistance