Good Morning Revdex.com,
Please pass on our apologies to our customer for the unexpected
delay in the product’s shipping time and the refund processes a payment by
check follows within our expressed policies.
Our system indicates that this order was placed via phone so we
have already begun...
following up on the information this consumer cites to have been
communicated by the sales professional. Our inventory system will not allow for
merchandise to be held on any sales order that is not paid in full. As our
sales invoice discloses, merchandise can be canceled at any point in time prior
to the customer taking possession for a full refund therefore there must be a arrangement
in place that keeps purchasing and reserving fair for all consumers alike. It is highly unlikely that our sales
professional intentionally failed our customer and by all accounts we do
believe that the appropriate information on stock availability was communicated
during the initial conversation we held with our customer.
Stock depletes for many reasons unexpectedly including the receipt
of a faulty shipment from the vendor or a delay in the transit of the overseas
shipping container. We remain just as disappointed as our customer that we were
unable to provide the merchandise at the exact time expected.
As our records indicate that this order was placed by telephone, I
cannot be certain how the customer located the merchandise they selected. I
mention this because the processing time on the check refund falls in line with
the expressed policies via the sales invoice. The sales invoice is normally
provided to our customer at the time of sale within our store, however we also
disclose this process via our website for customers who are shopping or
browsing products online. I have included the link below and apologize again to
our customer for the wait time on the refund check as well as the disappointment
in merchandise availability.
[redacted]
Kindest
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
Please pass on our sincerest apologies for the inconvenience the
multiple calls and damaged product continues to cause our customer. We can
certainly understand the customer’s frustration and acknowledge that the
frustrations of our customer are because of our failures...
in scheduling and/ or
communication.
Bob’s prides itself on providing quality service and the best
value product for the price. Our primary focus is on making the concern we
caused right so that our customer is satisfied with the product that they have
purchased from us. As the retailer we do take full responsibility for the concerns
that exist with this merchandise and seek to correct any defect that may be occurring.
Per our established company policies, available in store or online;
a return for a refund is not a possible option for resolution at this time.
[redacted]
I apologize again for any confusion that may still be present due
to our lack of communication however our system indicates that we are scheduled
to this customer’s residence to service this merchandise on 2.20.2015. As of
right now our projected arrival time is slated as 10:50am-12:50pm and the account
also lists an hour call-ahead request going to this phone number: [redacted] ext. [redacted] on the day of service.
At this time we are looking
forward to completely resolving this customer’s concern on 2.20.2015 and while it is not
normal procedure to so, we do recognize that we have failed our customer and we
are willing to make an exception in this case and discuss a further token of
our apology with our customer once they are fully satisfied with their
merchandise.
Our
technician will call into our Customer Care Offices prior to leaving this
customer’s home on 2.20.2015 and at that time we can discuss our further
apology offer for the inconvenience we have caused while seeking to get our
customers concerns fully rectified.
Kindest
Regards,
Stephanie
A. Gauthier
Bobs
Discount Furniture
Customer Care Corporate
Liaison
Complaint: [redacted]
I am rejecting this response because:I do not have any more time to spend chasing these people. Based on my experience, Bob's chooses to define "accidental" to suit their own purposes (not what was presented by their sales rep, not what is in the warranty paperwork they provided at POS, not what is in the dictionary, etc.). Based on my experience, with Bob's post sale definition of the word "accidental" Bob's conveniently encircles the warranty with an impassable moat. I will take my future business to upscale providers without the word "Discount" in their name.Lessons Learned: You get what you pay for from a "Discount" provider and based on my experience the warranty is a rip off. Sincerely,
[redacted]
Complaint: [redacted]I am rejecting this response because: I already know what my furniture looks like. I believe that I stated that to both customer service on one occasion and on the 2nd occasion I spoke to a [redacted], when the tech handed me my own phone and walked out of my house and said here resolve this with customer service. I called because my furniture looks like that. I spent good money and a 3 hour stay at Bobs Discount furniture, not only buying a living room. I was clearly told that if ANY thing happens as long as it is NOT a dog biting the couch to wear its apart that I was covered and I should buy this goof proof. I clearly asked over and over again is this real, because I am about to have a big blow out party for my soon to be 10 yr old little girl. Im haivng 20 9 and 10 yr olds. [redacted] stated anything that happens. We at one point said if people are sitting with pens or anything pointy or scratches the furniture all over is that covered? Her reply was YES absolutely. I in NO way would love to go through this but the reason I was at Bobs for 3 hours is to make sure I was buying the best purchase for my money and knowing I had protection because I have a child who has plenty of playdates and friends. I stated to [redacted] that I loved this set but was afraid of the leather because of this very reason, since she was dead on telling me dont worry your covererd. I purchased it. How rude is it for a tech to come in my front door and say this is from cats when I dont own cats. Then had to be told by [redacted] this is pets. I have 2 very large dogs who again do NOT go on my furniture or in my bedrooms. They are BIG and if they happen to scratch I could honestly say it would be a huge dog scratch. This is NOT.
I would like a return, I would like a different fabric and I would like NOT to be lied and misled. Sincerely,[redacted] %
Good Day Revdex.com,
I have spoken with Mrs. [redacted] this morning (10.01.2014)
and have provided her with my direct information as I will be personally
ensuring our customer’s property claim gets the attention and resolution it should
have been receiving from the very start. We...
are sincerely sorry our valued
customer has had to deal with any stress and frustration after the damage that
was caused to her residence and we assure Mrs. [redacted] that her complaint is of great importance to us.
Thank you for the opportunity to make this failure right,
Good Morning Revdex.com,
I have reached out to [redacted] via phone this morning
(12.31.2014) at ###-###-####.
I have left a message for [redacted] with my direct contact
number; please pass it along as well in case she doesn’t receive my message–
###-###-####.
We sincerely apologize...
for the error in our processing
that has caused [redacted] not to receive the new mattress during several delivery
attempts.
I have personally located the inconsistency and effectively
corrected it.
The inventory article number that we have been using is
no longer an active number and normally our computer system will make our
Customer Care Agents aware of this by placing an alert in the sales order that
is clearly viable. This is certainly our failure on all accounts and we absolutely
want to make this failure right by our customer.
We have many options available to [redacted] at this time
including a refund if she feels that is necessary at this time.
Should [redacted] feel more comfortable she is welcome to
respond to me via this Revdex.com channel or I am directly available to her by phone/ email
at ###-###-#### / [redacted] .
Thank
you for the opportunity to make it right,
[redacted]
Bobs
Discount Furniture
[redacted]
Good
Morning Revdex.com,
Please pass
on our sincerest apologies for any inconvenience our initial delivery failure
and service failures have caused [redacted] and her family to experience. Our
records indicate that after this complaint was initially sent to you on 1.08.2015
one of our Customer...
Care Management Tiers established direct contact with [redacted] honoring the desired settlement of complete bed replacement that has been
requested via this mediation channel.
Our records
indicate that after the service appointment on 1.08.2015 (yesterday) we were
prepared to initially offer a replacement of the “Loft Rails/Slats” as
indicated by the service technician’s report. While we understand the
customer’s frustration we would not expect a service technician to attempt a repair
on an item that he determined would need replacement. While we never anticipate
arriving outside of the estimated time frame we provide (in this case it was
4:59p-6:59p) or failing our customer in any sense there are events that occur
on the road beyond our control that can and will delay our technician’s arrival
time. We thank [redacted] for being available later then the estimated timeframe
we anticipated to arrive within.
In speaking
with the customer today (1.09.2015) we scheduled a full replacement of the bed
and its components to take place on 1.13.2015. We will most certainly follow up
on the coaching concerns that have been presented to us regarding the original
delivery team and we have requested that this replacement bed be assembled with
the professionalism we expect to be present on every delivery attempt.
In response to the customer’s
inquiry about the financing option she used to make this purchase with, Bobs
Discount Furniture aides in the application process and we provide a sales
invoice indicating the primary terms and conditions the customer is fully
agreeing to adhere to. As a business we are not permitted to insert over selves
into the financials of a financed sale with ‘[redacted]’ after the
initial delivery point.
Any and all billing information,
charges for merchandise or interest, and account standings whether joint
financed or singly financed is information that can only be accessed and
administered by ‘[redacted]’. Should this consumer be experiencing
concerns with their financing account they would need to open a dispute with
‘[redacted]’ directly. ‘[redacted]’ will not discuss a customer’s
financing account with any Bobs Discount Furniture representative and
regretfully we cannot force a third party to provide us with information they
consider to be internal records.
We would suggest the customer
contact the Customer Care Office at ‘[redacted]’ directly to discuss the
issues notated within this complaint about charges: ###-###-####.
We are truly
very sorry about the failures caused on our end and look forward to being able
to offer this customer complete satisfaction on 1.13.2015.
Good Afternoon Revdex.com,
We apologize sincerely that the customer feels so deceived by
our company. I assure our customer that it does not in any way benefit us to
not deliver scheduled merchandise as agreed upon. Our records indicate that our
team did report and provide sufficient evidence of...
the concern (to their
trucking company) that occurred delaying them at the end of the customer’s
driveway. While we certainly understand the customer’s side of this story we do
trust that our delivery team made a valid attempt to try and deliver this
merchandise on the scheduled day. As indicated on the customer’s sales receipt,
our delivery tracker website, and trifold provided to every consumer who
purchases we run an all day delivery service and there are events on the road
beyond anyone’s control that can delay the estimated arrival time we provide.
We are extremely clear in our effort to communicate this truth and in over 97%
of cases our teams deliver within the estimated window. We apologize further
that this customer was affected by any delays beyond our business’s control.
In researching further, the customer’s account denotes that
when ‘[redacted]’ spoke with our agent ‘[redacted]’ from the delivery department on
12.10.2014 she connected the call to her husband ‘[redacted]’. ‘[redacted]’ spoke with ‘[redacted]’
and provided ‘[redacted]’ with her direct phone number, she explained that we were
doing everything in our power to hold the merchandise at our trucking company
and get a delivery added on for the following day. During this call ‘[redacted]’s’
notes also depict that she approved refunding the delivery fee paid to us a
form of apology for the inconvenience the customers experienced. While it may
seem like a simple task to a consumer, holding merchandise at a trucking
companies transfer station is not an easy task and by working to the best of
our ability to accommodate this customer’s demand we risked disappointing other
customers to place an extreme need on getting this delivery accomplished the
next day.
Holding merchandise and refunding a delivery fee are both exceptions
to our normal policies and procedures and we have been diligent in honoring the
customer’s side of this scenario and working above our normal practices to accommodate
their demands. We were able to deliver the merchandise the following day
(12.11.2014) and the merchandise was accepted by the customer.
Again we do understand the customer’s frustration and apologize
that they feel our delivery service has failed them therefore as a courtesy we
agreed and completed the necessary paperwork to refund this fee directly to the
financing account the customer used to make this purchase.
We are unable to apologize monetarily based off of any one
individual’s time and can only offer a further form of apology based off of our
own failures, in this case the failure the customer experienced applies
directly to the delivery fee that has already been taken off of the financing
charge.
In their ‘desired settlement’ section the consumer has made
a reference to wanting to return the merchandise accepted into their home for a
refund. Should the customer be unsatisfied with the merchandise because of
concerns with the product we are more than happy to address those concerns with
the customer directly. To date no concerns with the product have been reported
to our Customer Care Office. Per the agreement signed by the purchaser at time
of sale, there is no cancelation option for a monetary refund on merchandise
once the product has been delivered into ones possession.
Please ask that the customer reach out to our Customer Care
Office at ###-###-#### should there be any quality concerns with the merchandise,
we are more than happy to help correct these concerns directly given the proper
opportunity by our customer.
The refund of the delivery fee has been processed to the
financing account with a confirmation credit number of [redacted] - (in the
amount of $242.65). It may take one full billing cycle for this refund to fully
show up on the customer’s financing bill.
We apologize again to our customer for any aggravations we
may have caused during delivery and look forward to hearing from them should
there be evident product concerns with the merchandise.
Kind Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
I have placed the return credit in the
system for this customer under credit number: [redacted].
I attempted to call the customer on the number provided to Revdex.com
this afternoon (11.26.2014) and was unable to reach anyone. I left a message
advising the customer to contact our Customer Care Offices to schedule the pick
up date (###-###-####
M-Sat/ 6:30a-8:00p).
2-3 business days after the pick up has taken place the
merchandise should be fully returned to our distribution center. At that time
we will be able to fully process the customer’s monetary return to their
original credit card used during purchase time. The customer can contact the
Customer Care Office to complete this transaction (###-###-#### M-Sat/ 6:30a-8:00p).
At
this time I would consider this matter closed, please advise if
the customer requires further follow up on this concern.
Complaint: [redacted]
I am rejecting this response because: it is not right that my order that was cancelled and never delivered is being held up until the mattress and foundation arrive in [redacted] when they were picked up early this morning. Also, they claim the credit will not show until next Monday which will be 1 1/2 weeks after cancellation of the loveseat and almost a week after pickup of the mattress and foundation. Also, their excuse for not taking the mattress and foundation Friday March 27 was that they didn't have plastic for the mattress and foundation. Well that is not so, today the delivery drivers brought out the mattress and foundation without plastic and put them on the dirty street. They are obviously not trying to resolve this situation. Also, in the statement, it states that they contacted me directly, not so, I called on Monday and left a message and they called on Tuesday. It was told to me that they dropped the ball in their paperwork and the acccounting dept. flagged it and this is their excuse for the delay. Their incompetence is not my problem and they should resolve the issue and not continue to hassle me. I also know for a fact that they have the ability to expedite credits to show within 24-48 hours and the mattress and foundation were picked up this morning Wednesday April 1,2015. In addition, I called [redacted] this morning after they left stating my concerns and have not heard back. I still feel they cannot be trusted, they say they are going to do things and they do not do them time and time again. I have a right to timely credits on my account and they are just dragging their feet.
Sincerely,
[redacted]
Good Morning [redacted],
I feel terrible and extremely embarrassed after reading about your experience with us. I don't blame you for being very upset with us and on behalf of Bobs Discount Furniture I extend my sincerest apologies. I know and acknowledge how unpleasant this entire ordeal has...
been for you and while I know this is your Bobs experience I assure you that we would not be continuing to grow if all our customers were met with so much disappointment during such an important purchase.
Your comments regarding the service you received by our delivery, customer care, and at our store are very important to us. We want customers to love shopping with Bobs, so your report of a disturbing experience with our associates is a serious concern for us. You deserve only the best service, especially when you visit Bobs. We have begun addressing the obvious coaching concerns you have brought to our attention within our staff and will take appropriate action.
I truly wish there was a way I could undo what has been done and I apologize again for the appalling impression you have been left with of our company. You have our pledge to maintain the quality of all our customer interactions at every level and we truly thank you for reporting these incidents to us.
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 scheduled. Once this electronic routing process is completed an automated calling system makes contact with our customers and provides an estimated four hour window for arrival. On a very large scale out of 3,000 deliveries a day this process allows for a smooth completion of delivery. We communicate this via many facets to remain as honest and transparent as possible with our customers. 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 arrives. For 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 or later than expected. We ask that someone 18 years or older be available for a full four hour window to prevent disappointments. We want nothing more than to make our failures right and provide you with the merchandise you originally selected in the condition you expected. Regretfully like any other business that involves a mass amount of daily shipments, there are aspects of the delivery end that are not within our control. As a retailer we have done our best by you in offering to provide you with different merchandise while we wait on the incoming shipment of the pieces that are not available to us from the manufacturer. While we certainly take ownership for the disappointment you have experienced overall we have been addressing your concerns directly to the best of our abilities as they are presented to us. Bob’s prides itself on providing quality service and the best value product for the price. Our primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from us.
Once your concerns have been fully rectified and the failures we have caused made right, any additional accommodation we feel adequate to offer is a form of our apology and at our internal discretion. We do not offer apology amounts based off of any individual’s time and we are unable to offer a discount off of factory fresh product that stands in the home in good condition. At this time we are looking forward to completely resolving your concerns on 3.03.2015 and should you still be seeking a further apology amount from us you will be able to speak with our Customer Care Office prior to the delivery team leaving your residence on 3.03.2015. We will review your account at that time and determine what type of apology offer we are able to make to you.
Kindest Regards,
[redacted]
Bobs Discount Furniture Corporate Customer Care Liaison%3
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
Please pass on our apologies for the disappointment the
customer cites to have experienced while requesting that we update their sales
records with[redacted]. We assure the customer that we care very much about
taking ownership for the agreements we have made to any...
customer and will address
the coaching concerns our customer has presented to us with urgency.
In regards to the [redacted] claim the customer has opened for
the accidental damage, this claim is currently being handled directly thru the[redacted] company.
Under claim #[redacted] the [redacted] company cites that they
have been trying to reach the customer by phone continually since 1.16.2015 to
discuss the claim. Their records cite that the customer’s telephone number goes
straight to voicemail and does not even ring; they are unable to leave a
message because the message machine indicates that it is at capacity.
I have attached the letter that the[redacted] company has
mailed to the customer as of today (1.22.2015) for your review as well as the
customer’s. The [redacted] company has been trying to dispatch a service
technician to the customer’s home to address the concern she reported to them.
Given the partner agreements we maintain with this third
party company we are not permitted to insert ourselves into a claim that is
actively being handled by their company. At this time we encourage the customer
to respond to the [redacted] company via the directions provided in the attached
letter.
Kind
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Complaint: [redacted]
I am rejecting this response because: I was promised a replacement for my sister recliner. The merchandise was delivered today 2/24/2015. The chair was the wrong style and color. I spent 45 minutes on the phone with a customer service representative by the name of [redacted]. She informed me that the chair in question is a dropped item which means they no longer carry it She has set up a service call for the chair to be repaired. If the chair is not repairable we they will at that time allow us to go to their local store and pick one out to replace it. I explained to them more than once that this chair is for a mentally disabled person. But as you can see from the way they are treating this it has no bearing on how they operate their customer service department.
Sincerely,
[redacted]
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their service experience with us. Regretfully I am unable to locate any account information that matches this consumer’s complaint within our internal records. I have looked under...
the name, address provided here, and email address. I can find no account records at all and am unable to move forward in investigating this concern further. 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 invoice number is unavailable please ask if the customer can provide the original delivery address for this merchandise or any phone numbers that may bring up their account records. We ask that the customer responds to us thru this Revdex.com channel so that your efforts in excellent mediation assistance are not wasted. %3
Good Afternoon [redacted],
I am very sorry to learn of your disappointment with your sectional.
I assure you that Bobs Discount Furniture cares very much to satisfy our
customers concerns and we stand behind the quality of our products. The two
technician’s that visited your home from...
Bobs Discount Furniture reported that
the tearing on your sectional and the lumping of the material are related to
the sectional being battered during the use it receives within its current
environment. We are willing to make an extreme exception as a courtesy to you
in this case and provide two options for resolution, should any replacement
item provided to you experience damages caused by the environment Bobs Discount
Furniture will not offer to take responsible or ownership for such damages.
Bobs Discount Furniture warranties your merchandise against manufacturing
defects as deemed by our factory trained technicians. The [redacted] Plan, as
it name denotes, is for protection against many one time accidental occurrences
of damage and is managed thru a third party company called [redacted].
At this time we can offer you two options for resolution, I have
listed these below for your review:
Option #1:
One time even exchange of the [redacted] sectional. We will take
away the current model you have and deliver a factory fresh model on the same
date.
-Or-
Option #2:
One time store credit to reselect to a different set (the credit
will be based off the original price you paid for the sectional). If you select
this option we will also include a store credit for the storage ottoman you
purchased to match as a one time courtesy. We will take away the current model
you have and deliver a factory fresh model of your new selection on the same
date.
Please let us know how you would like to proceed from this
point.
Sincerely,
[redacted]
Bobs Discount Furniture
[redacted]
Good Day [redacted]
My name is [redacted] and I work for Bobs Discount Furniture as a Corporate Customer Care Liaison. The Revdex.com offers a very valuable communication channel for fair mediation between a business and a customer, our company takes great pride in the fact that we respond to every Revdex.com communication received via this channel.
I have read through your complaint and your account notes and on behalf of Bobs Discount Furniture I express to you my sincerest apologies for the frustration you are experiencing as a result of our failures. Our business values each and every one of our customers at the highest level possible, always acknowledging that the continued growth and success of all our careers rests upon our ability to satisfy our clients. Please know that I would prefer to express my apologies to you verbally however I am reaching out to you via writing thru this Revdex.com channel as my colleague, [redacted], has informed me that you’d prefer not to speak with anyone from our organization directly regarding your current concerns. Should you change your mind I can be available to you by phone at [redacted] or by email at [redacted] . My usual office hours are Monday – Friday 8:00a -4:30pm.
Transparency and honesty are two of our core values that we hold dear so while we absolutely take direct responsibility and ownership for the frustration that the attempted deliveries for the remaining items (1- dresser/ 2-table lamps/1- floor lamp) have caused you, the explanations we have provided you with are factual. Again, completely our fault and in no way are we trying to excuse the fact that we have directly failed you and want nothing more than to make these failures right by you.
While I fully understand your reasons for seeking a refund on the many items already delivered from your sales order this is not a possible option for resolution and with all due respect doesn’t solve the issues our inabilities have caused you. Per the invoice provided to you at time of sale our expressed policies depict that once merchandise has been accepted into your home it is not eligible for a cancelation or return. Our service policies further depict that in the event your items are experiencing any factory defects, within warranty, we offer service or replacement for stock items. I fully comprehend that this is your Bobs experience nevertheless I feel it necessary to convey to you that we take great pride in the reality that on a daily basis we maintain a vastly larger pool of customers who are completely satisfied with their merchandise and their experiences with us overall. Our customers, our ability to recognize our failures and take ownership to make them right have allowed us to become the 15th largest furniture chain in the U.S.
I truly wish there was a way I could undo what has been done and I apologize again for the appalling impression you have been left with of our company. You have our pledge to maintain the quality of all our customer interactions at every level and we truly thank you for reporting these incidents to us.
In the hopes that you will forgive us and provide us with an opportunity to prove to you as a business that we understand the importance of earning our customer’s trust back, we have uploaded a $200.00 Bobs Discount Furniture Gift Card to your cr. While it is not normal procedure to do so, we unquestionably recognize that we have failed you and are prepared to discuss an additional option of compensation in the form of a monetary refund amount once the pending concerns for your lamps and dresser have been adequately resolved.
As of today (2.13.2015) the dresser remains unavailable to us to deliver until 2.28.2015 (Saturday). We can offer to schedule you for that delivery date or we can schedule for a date that works best for you after the 28th. We are more than willing to make every request within our power to work around your scheduling needs to get you this product as soon as we physically can.
The lamps (2 table and 1 floor style) can be sent out at the same time as the dresser but if you’d prefer to have these sooner we can ship them to you via [redacted] to avoid having you wait home for a delivery of just lamps. Should you prefer the lamps delivered we will of course accommodate the cost of doing that for you instead. The lamps are available in our distribution centers as of today and can be shipped out to you via delivery or [redacted] as early as next week.
I apologize to you again for the inconvenience we have caused you and should you wish to work with me directly to solve your concerns or keep our communications subject to the Revdex.com’s mediation service I am available to assist you.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because: The guy who came out for [redacted] wrote down that we would receive new cushions and now you are going back on your word. Second the guy who [redacted] hired to come out to clean the couch NEVER even attempted to clean the couch. He called someone on the phone and the lady told him to stop and not doing anything. HE NEVER EVEN BROUGHT IN HIS CLEANING SUPPLIES TO ATTEMPT TO CLEAN THE COUCH. I wasn't going to say anything but you have really gone above and beyond to screw your customers. I am beyond words because the guy never attempted to clean the couch yet he wrote down new cushions. So the person [redacted] hired to do the job has LIED and now we are being punished. I am just in complete shock that a company like this would do this but that is okay because I will make sure everyone knows.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
I am very sorry to learn of the disappointment our customer
experienced overall and we are truly apologetic for the inconvenience we caused
our customer during the delivery of her merchandise.
Our records reflect that the refund of the customer’s
original...
delivery fee was fully released from our systems as of 11.02.2014
under credit number: [redacted]. While it is not within our normal procedures to
compensate our customers by way of monetary refund we do recognize that we
caused this customer a great deal of inconvenience and for that reason we have
worked above and beyond our normal process in an effort to bring our customer
some form of satisfaction.
Complaint: [redacted]I am rejecting this response because: at this time I do not want to accept the response until this issue is completely resolved (meaning I have a non defective couch in my house) Now that I complained to the Revdex.com, I have gotten a response, however all of the phone calls to their corporate customer service line since Monday have not resulted in anyone calling me back to confirm that they are coming. I called this morning and they told me that they would send someone on March 3rd. I am going to hope that they come on the 20th as is promised in this email. I will once again take time off work so that someone can come and look at a broken piece. For the record, sending someone to look at a broken piece does not resolve this case either. What is going to resolve this case is me receiving non defective merchandise and being compensated some how for my time off from work, and hours spent on the phone because of Bob's poor communications skills, as they mentioned in their response. Also, for the record, the person I spoke to when I called in to Bobs today, assured me I would be getting a call back. This was at 9 this morning and I have yet to hear back from them. I will respond to this thread of emails once they actually show up at my house on the 20th and I will report with what the resolution is. To the customer service people at Bob's - if you take a look at the notes that should be on my account from each and every single phone call I have made, you will see that the FIRST time I was delivered a ripped and broken sectional your delivery person stated that the broken clip piece is not something that can be fixed. The whole piece of the sectional has to be replaced. Now, you are sending out a person who is going to look at it and tell you the same thing. The end result will be me, fighting for a delivery date, taking more time off of work, which results in me having a loss of earnings. I know there are laws that protect me in the state of Massachusetts, especially since I financed this couch. I guess according to this email (but not according to the person I spoke to this morning) I will see you on the 20th and we'll see how that works out. Sincerely,[redacted]
Good Morning Revdex.com,
Please pass on our apologies to our customer for the unexpected
delay in the product’s shipping time and the refund processes a payment by
check follows within our expressed policies.
Our system indicates that this order was placed via phone so we
have already begun...
following up on the information this consumer cites to have been
communicated by the sales professional. Our inventory system will not allow for
merchandise to be held on any sales order that is not paid in full. As our
sales invoice discloses, merchandise can be canceled at any point in time prior
to the customer taking possession for a full refund therefore there must be a arrangement
in place that keeps purchasing and reserving fair for all consumers alike. It is highly unlikely that our sales
professional intentionally failed our customer and by all accounts we do
believe that the appropriate information on stock availability was communicated
during the initial conversation we held with our customer.
Stock depletes for many reasons unexpectedly including the receipt
of a faulty shipment from the vendor or a delay in the transit of the overseas
shipping container. We remain just as disappointed as our customer that we were
unable to provide the merchandise at the exact time expected.
As our records indicate that this order was placed by telephone, I
cannot be certain how the customer located the merchandise they selected. I
mention this because the processing time on the check refund falls in line with
the expressed policies via the sales invoice. The sales invoice is normally
provided to our customer at the time of sale within our store, however we also
disclose this process via our website for customers who are shopping or
browsing products online. I have included the link below and apologize again to
our customer for the wait time on the refund check as well as the disappointment
in merchandise availability.
[redacted]
Kindest
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
Please pass on our sincerest apologies for the inconvenience the
multiple calls and damaged product continues to cause our customer. We can
certainly understand the customer’s frustration and acknowledge that the
frustrations of our customer are because of our failures...
in scheduling and/ or
communication.
Bob’s prides itself on providing quality service and the best
value product for the price. Our primary focus is on making the concern we
caused right so that our customer is satisfied with the product that they have
purchased from us. As the retailer we do take full responsibility for the concerns
that exist with this merchandise and seek to correct any defect that may be occurring.
Per our established company policies, available in store or online;
a return for a refund is not a possible option for resolution at this time.
[redacted]
I apologize again for any confusion that may still be present due
to our lack of communication however our system indicates that we are scheduled
to this customer’s residence to service this merchandise on 2.20.2015. As of
right now our projected arrival time is slated as 10:50am-12:50pm and the account
also lists an hour call-ahead request going to this phone number: [redacted] ext. [redacted] on the day of service.
At this time we are looking
forward to completely resolving this customer’s concern on 2.20.2015 and while it is not
normal procedure to so, we do recognize that we have failed our customer and we
are willing to make an exception in this case and discuss a further token of
our apology with our customer once they are fully satisfied with their
merchandise.
Our
technician will call into our Customer Care Offices prior to leaving this
customer’s home on 2.20.2015 and at that time we can discuss our further
apology offer for the inconvenience we have caused while seeking to get our
customers concerns fully rectified.
Kindest
Regards,
Stephanie
A. Gauthier
Bobs
Discount Furniture
Customer Care Corporate
Liaison
Complaint: [redacted]
I am rejecting this response because:I do not have any more time to spend chasing these people. Based on my experience, Bob's chooses to define "accidental" to suit their own purposes (not what was presented by their sales rep, not what is in the warranty paperwork they provided at POS, not what is in the dictionary, etc.). Based on my experience, with Bob's post sale definition of the word "accidental" Bob's conveniently encircles the warranty with an impassable moat. I will take my future business to upscale providers without the word "Discount" in their name.Lessons Learned: You get what you pay for from a "Discount" provider and based on my experience the warranty is a rip off. Sincerely,
[redacted]
Complaint: [redacted]I am rejecting this response because: I already know what my furniture looks like. I believe that I stated that to both customer service on one occasion and on the 2nd occasion I spoke to a [redacted], when the tech handed me my own phone and walked out of my house and said here resolve this with customer service. I called because my furniture looks like that. I spent good money and a 3 hour stay at Bobs Discount furniture, not only buying a living room. I was clearly told that if ANY thing happens as long as it is NOT a dog biting the couch to wear its apart that I was covered and I should buy this goof proof. I clearly asked over and over again is this real, because I am about to have a big blow out party for my soon to be 10 yr old little girl. Im haivng 20 9 and 10 yr olds. [redacted] stated anything that happens. We at one point said if people are sitting with pens or anything pointy or scratches the furniture all over is that covered? Her reply was YES absolutely. I in NO way would love to go through this but the reason I was at Bobs for 3 hours is to make sure I was buying the best purchase for my money and knowing I had protection because I have a child who has plenty of playdates and friends. I stated to [redacted] that I loved this set but was afraid of the leather because of this very reason, since she was dead on telling me dont worry your covererd. I purchased it. How rude is it for a tech to come in my front door and say this is from cats when I dont own cats. Then had to be told by [redacted] this is pets. I have 2 very large dogs who again do NOT go on my furniture or in my bedrooms. They are BIG and if they happen to scratch I could honestly say it would be a huge dog scratch. This is NOT.
I would like a return, I would like a different fabric and I would like NOT to be lied and misled. Sincerely,[redacted] %
Good Day Revdex.com,
I have spoken with Mrs. [redacted] this morning (10.01.2014)
and have provided her with my direct information as I will be personally
ensuring our customer’s property claim gets the attention and resolution it should
have been receiving from the very start. We...
are sincerely sorry our valued
customer has had to deal with any stress and frustration after the damage that
was caused to her residence and we assure Mrs. [redacted] that her complaint is of great importance to us.
Thank you for the opportunity to make this failure right,
[redacted]
Bobs Discount Furniture
[redacted]
Good Morning Revdex.com,
I have reached out to [redacted] via phone this morning
(12.31.2014) at ###-###-####.
I have left a message for [redacted] with my direct contact
number; please pass it along as well in case she doesn’t receive my message–
###-###-####.
We sincerely apologize...
for the error in our processing
that has caused [redacted] not to receive the new mattress during several delivery
attempts.
I have personally located the inconsistency and effectively
corrected it.
The inventory article number that we have been using is
no longer an active number and normally our computer system will make our
Customer Care Agents aware of this by placing an alert in the sales order that
is clearly viable. This is certainly our failure on all accounts and we absolutely
want to make this failure right by our customer.
We have many options available to [redacted] at this time
including a refund if she feels that is necessary at this time.
Should [redacted] feel more comfortable she is welcome to
respond to me via this Revdex.com channel or I am directly available to her by phone/ email
at ###-###-#### / [redacted] .
Thank
you for the opportunity to make it right,
[redacted]
Bobs
Discount Furniture
[redacted]
Good
Morning Revdex.com,
Please pass
on our sincerest apologies for any inconvenience our initial delivery failure
and service failures have caused [redacted] and her family to experience. Our
records indicate that after this complaint was initially sent to you on 1.08.2015
one of our Customer...
Care Management Tiers established direct contact with [redacted] honoring the desired settlement of complete bed replacement that has been
requested via this mediation channel.
Our records
indicate that after the service appointment on 1.08.2015 (yesterday) we were
prepared to initially offer a replacement of the “Loft Rails/Slats” as
indicated by the service technician’s report. While we understand the
customer’s frustration we would not expect a service technician to attempt a repair
on an item that he determined would need replacement. While we never anticipate
arriving outside of the estimated time frame we provide (in this case it was
4:59p-6:59p) or failing our customer in any sense there are events that occur
on the road beyond our control that can and will delay our technician’s arrival
time. We thank [redacted] for being available later then the estimated timeframe
we anticipated to arrive within.
In speaking
with the customer today (1.09.2015) we scheduled a full replacement of the bed
and its components to take place on 1.13.2015. We will most certainly follow up
on the coaching concerns that have been presented to us regarding the original
delivery team and we have requested that this replacement bed be assembled with
the professionalism we expect to be present on every delivery attempt.
In response to the customer’s
inquiry about the financing option she used to make this purchase with, Bobs
Discount Furniture aides in the application process and we provide a sales
invoice indicating the primary terms and conditions the customer is fully
agreeing to adhere to. As a business we are not permitted to insert over selves
into the financials of a financed sale with ‘[redacted]’ after the
initial delivery point.
Any and all billing information,
charges for merchandise or interest, and account standings whether joint
financed or singly financed is information that can only be accessed and
administered by ‘[redacted]’. Should this consumer be experiencing
concerns with their financing account they would need to open a dispute with
‘[redacted]’ directly. ‘[redacted]’ will not discuss a customer’s
financing account with any Bobs Discount Furniture representative and
regretfully we cannot force a third party to provide us with information they
consider to be internal records.
We would suggest the customer
contact the Customer Care Office at ‘[redacted]’ directly to discuss the
issues notated within this complaint about charges: ###-###-####.
We are truly
very sorry about the failures caused on our end and look forward to being able
to offer this customer complete satisfaction on 1.13.2015.
Kindest
Regards,
[redacted]
Bobs Discount
Furniture
[redacted]
Good Afternoon Revdex.com,
We apologize sincerely that the customer feels so deceived by
our company. I assure our customer that it does not in any way benefit us to
not deliver scheduled merchandise as agreed upon. Our records indicate that our
team did report and provide sufficient evidence of...
the concern (to their
trucking company) that occurred delaying them at the end of the customer’s
driveway. While we certainly understand the customer’s side of this story we do
trust that our delivery team made a valid attempt to try and deliver this
merchandise on the scheduled day. As indicated on the customer’s sales receipt,
our delivery tracker website, and trifold provided to every consumer who
purchases we run an all day delivery service and there are events on the road
beyond anyone’s control that can delay the estimated arrival time we provide.
We are extremely clear in our effort to communicate this truth and in over 97%
of cases our teams deliver within the estimated window. We apologize further
that this customer was affected by any delays beyond our business’s control.
In researching further, the customer’s account denotes that
when ‘[redacted]’ spoke with our agent ‘[redacted]’ from the delivery department on
12.10.2014 she connected the call to her husband ‘[redacted]’. ‘[redacted]’ spoke with ‘[redacted]’
and provided ‘[redacted]’ with her direct phone number, she explained that we were
doing everything in our power to hold the merchandise at our trucking company
and get a delivery added on for the following day. During this call ‘[redacted]’s’
notes also depict that she approved refunding the delivery fee paid to us a
form of apology for the inconvenience the customers experienced. While it may
seem like a simple task to a consumer, holding merchandise at a trucking
companies transfer station is not an easy task and by working to the best of
our ability to accommodate this customer’s demand we risked disappointing other
customers to place an extreme need on getting this delivery accomplished the
next day.
Holding merchandise and refunding a delivery fee are both exceptions
to our normal policies and procedures and we have been diligent in honoring the
customer’s side of this scenario and working above our normal practices to accommodate
their demands. We were able to deliver the merchandise the following day
(12.11.2014) and the merchandise was accepted by the customer.
Again we do understand the customer’s frustration and apologize
that they feel our delivery service has failed them therefore as a courtesy we
agreed and completed the necessary paperwork to refund this fee directly to the
financing account the customer used to make this purchase.
We are unable to apologize monetarily based off of any one
individual’s time and can only offer a further form of apology based off of our
own failures, in this case the failure the customer experienced applies
directly to the delivery fee that has already been taken off of the financing
charge.
In their ‘desired settlement’ section the consumer has made
a reference to wanting to return the merchandise accepted into their home for a
refund. Should the customer be unsatisfied with the merchandise because of
concerns with the product we are more than happy to address those concerns with
the customer directly. To date no concerns with the product have been reported
to our Customer Care Office. Per the agreement signed by the purchaser at time
of sale, there is no cancelation option for a monetary refund on merchandise
once the product has been delivered into ones possession.
Please ask that the customer reach out to our Customer Care
Office at ###-###-#### should there be any quality concerns with the merchandise,
we are more than happy to help correct these concerns directly given the proper
opportunity by our customer.
The refund of the delivery fee has been processed to the
financing account with a confirmation credit number of [redacted] - (in the
amount of $242.65). It may take one full billing cycle for this refund to fully
show up on the customer’s financing bill.
We apologize again to our customer for any aggravations we
may have caused during delivery and look forward to hearing from them should
there be evident product concerns with the merchandise.
Kind Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Revdex.com,
I have placed the return credit in the
system for this customer under credit number: [redacted].
I attempted to call the customer on the number provided to Revdex.com
this afternoon (11.26.2014) and was unable to reach anyone. I left a message
advising the customer to contact our Customer Care Offices to schedule the pick
up date (###-###-####
M-Sat/ 6:30a-8:00p).
2-3 business days after the pick up has taken place the
merchandise should be fully returned to our distribution center. At that time
we will be able to fully process the customer’s monetary return to their
original credit card used during purchase time. The customer can contact the
Customer Care Office to complete this transaction (###-###-#### M-Sat/ 6:30a-8:00p).
At
this time I would consider this matter closed, please advise if
the customer requires further follow up on this concern.
Complaint: [redacted]
I am rejecting this response because: it is not right that my order that was cancelled and never delivered is being held up until the mattress and foundation arrive in [redacted] when they were picked up early this morning. Also, they claim the credit will not show until next Monday which will be 1 1/2 weeks after cancellation of the loveseat and almost a week after pickup of the mattress and foundation. Also, their excuse for not taking the mattress and foundation Friday March 27 was that they didn't have plastic for the mattress and foundation. Well that is not so, today the delivery drivers brought out the mattress and foundation without plastic and put them on the dirty street. They are obviously not trying to resolve this situation. Also, in the statement, it states that they contacted me directly, not so, I called on Monday and left a message and they called on Tuesday. It was told to me that they dropped the ball in their paperwork and the acccounting dept. flagged it and this is their excuse for the delay. Their incompetence is not my problem and they should resolve the issue and not continue to hassle me. I also know for a fact that they have the ability to expedite credits to show within 24-48 hours and the mattress and foundation were picked up this morning Wednesday April 1,2015. In addition, I called [redacted] this morning after they left stating my concerns and have not heard back. I still feel they cannot be trusted, they say they are going to do things and they do not do them time and time again. I have a right to timely credits on my account and they are just dragging their feet.
Sincerely,
[redacted]
Good Morning [redacted],
I feel terrible and extremely embarrassed after reading about your experience with us. I don't blame you for being very upset with us and on behalf of Bobs Discount Furniture I extend my sincerest apologies. I know and acknowledge how unpleasant this entire ordeal has...
been for you and while I know this is your Bobs experience I assure you that we would not be continuing to grow if all our customers were met with so much disappointment during such an important purchase.
Your comments regarding the service you received by our delivery, customer care, and at our store are very important to us. We want customers to love shopping with Bobs, so your report of a disturbing experience with our associates is a serious concern for us. You deserve only the best service, especially when you visit Bobs. We have begun addressing the obvious coaching concerns you have brought to our attention within our staff and will take appropriate action.
I truly wish there was a way I could undo what has been done and I apologize again for the appalling impression you have been left with of our company. You have our pledge to maintain the quality of all our customer interactions at every level and we truly thank you for reporting these incidents to us.
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 scheduled. Once this electronic routing process is completed an automated calling system makes contact with our customers and provides an estimated four hour window for arrival. On a very large scale out of 3,000 deliveries a day this process allows for a smooth completion of delivery. We communicate this via many facets to remain as honest and transparent as possible with our customers. 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 arrives. For 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 or later than expected. We ask that someone 18 years or older be available for a full four hour window to prevent disappointments. We want nothing more than to make our failures right and provide you with the merchandise you originally selected in the condition you expected. Regretfully like any other business that involves a mass amount of daily shipments, there are aspects of the delivery end that are not within our control. As a retailer we have done our best by you in offering to provide you with different merchandise while we wait on the incoming shipment of the pieces that are not available to us from the manufacturer. While we certainly take ownership for the disappointment you have experienced overall we have been addressing your concerns directly to the best of our abilities as they are presented to us. Bob’s prides itself on providing quality service and the best value product for the price. Our primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from us.
Once your concerns have been fully rectified and the failures we have caused made right, any additional accommodation we feel adequate to offer is a form of our apology and at our internal discretion. We do not offer apology amounts based off of any individual’s time and we are unable to offer a discount off of factory fresh product that stands in the home in good condition. At this time we are looking forward to completely resolving your concerns on 3.03.2015 and should you still be seeking a further apology amount from us you will be able to speak with our Customer Care Office prior to the delivery team leaving your residence on 3.03.2015. We will review your account at that time and determine what type of apology offer we are able to make to you.
Kindest Regards,
[redacted]
Bobs Discount Furniture Corporate Customer Care Liaison%3
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
Please pass on our apologies for the disappointment the
customer cites to have experienced while requesting that we update their sales
records with[redacted]. We assure the customer that we care very much about
taking ownership for the agreements we have made to any...
customer and will address
the coaching concerns our customer has presented to us with urgency.
In regards to the [redacted] claim the customer has opened for
the accidental damage, this claim is currently being handled directly thru the[redacted] company.
Under claim #[redacted] the [redacted] company cites that they
have been trying to reach the customer by phone continually since 1.16.2015 to
discuss the claim. Their records cite that the customer’s telephone number goes
straight to voicemail and does not even ring; they are unable to leave a
message because the message machine indicates that it is at capacity.
I have attached the letter that the[redacted] company has
mailed to the customer as of today (1.22.2015) for your review as well as the
customer’s. The [redacted] company has been trying to dispatch a service
technician to the customer’s home to address the concern she reported to them.
Given the partner agreements we maintain with this third
party company we are not permitted to insert ourselves into a claim that is
actively being handled by their company. At this time we encourage the customer
to respond to the [redacted] company via the directions provided in the attached
letter.
Kind
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Complaint: [redacted]
I am rejecting this response because: I was promised a replacement for my sister recliner. The merchandise was delivered today 2/24/2015. The chair was the wrong style and color. I spent 45 minutes on the phone with a customer service representative by the name of [redacted]. She informed me that the chair in question is a dropped item which means they no longer carry it She has set up a service call for the chair to be repaired. If the chair is not repairable we they will at that time allow us to go to their local store and pick one out to replace it. I explained to them more than once that this chair is for a mentally disabled person. But as you can see from the way they are treating this it has no bearing on how they operate their customer service department.
Sincerely,
[redacted]
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their service experience with us. Regretfully I am unable to locate any account information that matches this consumer’s complaint within our internal records. I have looked under...
the name, address provided here, and email address. I can find no account records at all and am unable to move forward in investigating this concern further. 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 invoice number is unavailable please ask if the customer can provide the original delivery address for this merchandise or any phone numbers that may bring up their account records. We ask that the customer responds to us thru this Revdex.com channel so that your efforts in excellent mediation assistance are not wasted. %3
Good Afternoon [redacted],
I am very sorry to learn of your disappointment with your sectional.
I assure you that Bobs Discount Furniture cares very much to satisfy our
customers concerns and we stand behind the quality of our products. The two
technician’s that visited your home from...
Bobs Discount Furniture reported that
the tearing on your sectional and the lumping of the material are related to
the sectional being battered during the use it receives within its current
environment. We are willing to make an extreme exception as a courtesy to you
in this case and provide two options for resolution, should any replacement
item provided to you experience damages caused by the environment Bobs Discount
Furniture will not offer to take responsible or ownership for such damages.
Bobs Discount Furniture warranties your merchandise against manufacturing
defects as deemed by our factory trained technicians. The [redacted] Plan, as
it name denotes, is for protection against many one time accidental occurrences
of damage and is managed thru a third party company called [redacted].
At this time we can offer you two options for resolution, I have
listed these below for your review:
Option #1:
One time even exchange of the [redacted] sectional. We will take
away the current model you have and deliver a factory fresh model on the same
date.
-Or-
Option #2:
One time store credit to reselect to a different set (the credit
will be based off the original price you paid for the sectional). If you select
this option we will also include a store credit for the storage ottoman you
purchased to match as a one time courtesy. We will take away the current model
you have and deliver a factory fresh model of your new selection on the same
date.
Please let us know how you would like to proceed from this
point.
Sincerely,
[redacted]
Bobs Discount Furniture
[redacted]
Good Day [redacted]
r. While it is not normal procedure to do so, we unquestionably recognize that we have failed you and are prepared to discuss an additional option of compensation in the form of a monetary refund amount once the pending concerns for your lamps and dresser have been adequately resolved.
My name is [redacted] and I work for Bobs Discount Furniture as a Corporate Customer Care Liaison. The Revdex.com offers a very valuable communication channel for fair mediation between a business and a customer, our company takes great pride in the fact that we respond to every Revdex.com communication received via this channel.
I have read through your complaint and your account notes and on behalf of Bobs Discount Furniture I express to you my sincerest apologies for the frustration you are experiencing as a result of our failures. Our business values each and every one of our customers at the highest level possible, always acknowledging that the continued growth and success of all our careers rests upon our ability to satisfy our clients. Please know that I would prefer to express my apologies to you verbally however I am reaching out to you via writing thru this Revdex.com channel as my colleague, [redacted], has informed me that you’d prefer not to speak with anyone from our organization directly regarding your current concerns. Should you change your mind I can be available to you by phone at [redacted] or by email at [redacted] . My usual office hours are Monday – Friday 8:00a -4:30pm.
Transparency and honesty are two of our core values that we hold dear so while we absolutely take direct responsibility and ownership for the frustration that the attempted deliveries for the remaining items (1- dresser/ 2-table lamps/1- floor lamp) have caused you, the explanations we have provided you with are factual. Again, completely our fault and in no way are we trying to excuse the fact that we have directly failed you and want nothing more than to make these failures right by you.
While I fully understand your reasons for seeking a refund on the many items already delivered from your sales order this is not a possible option for resolution and with all due respect doesn’t solve the issues our inabilities have caused you. Per the invoice provided to you at time of sale our expressed policies depict that once merchandise has been accepted into your home it is not eligible for a cancelation or return. Our service policies further depict that in the event your items are experiencing any factory defects, within warranty, we offer service or replacement for stock items. I fully comprehend that this is your Bobs experience nevertheless I feel it necessary to convey to you that we take great pride in the reality that on a daily basis we maintain a vastly larger pool of customers who are completely satisfied with their merchandise and their experiences with us overall. Our customers, our ability to recognize our failures and take ownership to make them right have allowed us to become the 15th largest furniture chain in the U.S.
I truly wish there was a way I could undo what has been done and I apologize again for the appalling impression you have been left with of our company. You have our pledge to maintain the quality of all our customer interactions at every level and we truly thank you for reporting these incidents to us.
In the hopes that you will forgive us and provide us with an opportunity to prove to you as a business that we understand the importance of earning our customer’s trust back, we have uploaded a $200.00 Bobs Discount Furniture Gift Card to your c
As of today (2.13.2015) the dresser remains unavailable to us to deliver until 2.28.2015 (Saturday). We can offer to schedule you for that delivery date or we can schedule for a date that works best for you after the 28th. We are more than willing to make every request within our power to work around your scheduling needs to get you this product as soon as we physically can.
The lamps (2 table and 1 floor style) can be sent out at the same time as the dresser but if you’d prefer to have these sooner we can ship them to you via [redacted] to avoid having you wait home for a delivery of just lamps. Should you prefer the lamps delivered we will of course accommodate the cost of doing that for you instead. The lamps are available in our distribution centers as of today and can be shipped out to you via delivery or [redacted] as early as next week.
I apologize to you again for the inconvenience we have caused you and should you wish to work with me directly to solve your concerns or keep our communications subject to the Revdex.com’s mediation service I am available to assist you.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because: The guy who came out for [redacted] wrote down that we would receive new cushions and now you are going back on your word. Second the guy who [redacted] hired to come out to clean the couch NEVER even attempted to clean the couch. He called someone on the phone and the lady told him to stop and not doing anything. HE NEVER EVEN BROUGHT IN HIS CLEANING SUPPLIES TO ATTEMPT TO CLEAN THE COUCH. I wasn't going to say anything but you have really gone above and beyond to screw your customers. I am beyond words because the guy never attempted to clean the couch yet he wrote down new cushions. So the person [redacted] hired to do the job has LIED and now we are being punished. I am just in complete shock that a company like this would do this but that is okay because I will make sure everyone knows.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
I am very sorry to learn of the disappointment our customer
experienced overall and we are truly apologetic for the inconvenience we caused
our customer during the delivery of her merchandise.
Our records reflect that the refund of the customer’s
original...
delivery fee was fully released from our systems as of 11.02.2014
under credit number: [redacted]. While it is not within our normal procedures to
compensate our customers by way of monetary refund we do recognize that we
caused this customer a great deal of inconvenience and for that reason we have
worked above and beyond our normal process in an effort to bring our customer
some form of satisfaction.
Complaint: [redacted]I am rejecting this response because: at this time I do not want to accept the response until this issue is completely resolved (meaning I have a non defective couch in my house) Now that I complained to the Revdex.com, I have gotten a response, however all of the phone calls to their corporate customer service line since Monday have not resulted in anyone calling me back to confirm that they are coming. I called this morning and they told me that they would send someone on March 3rd. I am going to hope that they come on the 20th as is promised in this email. I will once again take time off work so that someone can come and look at a broken piece. For the record, sending someone to look at a broken piece does not resolve this case either. What is going to resolve this case is me receiving non defective merchandise and being compensated some how for my time off from work, and hours spent on the phone because of Bob's poor communications skills, as they mentioned in their response. Also, for the record, the person I spoke to when I called in to Bobs today, assured me I would be getting a call back. This was at 9 this morning and I have yet to hear back from them. I will respond to this thread of emails once they actually show up at my house on the 20th and I will report with what the resolution is. To the customer service people at Bob's - if you take a look at the notes that should be on my account from each and every single phone call I have made, you will see that the FIRST time I was delivered a ripped and broken sectional your delivery person stated that the broken clip piece is not something that can be fixed. The whole piece of the sectional has to be replaced. Now, you are sending out a person who is going to look at it and tell you the same thing. The end result will be me, fighting for a delivery date, taking more time off of work, which results in me having a loss of earnings. I know there are laws that protect me in the state of Massachusetts, especially since I financed this couch. I guess according to this email (but not according to the person I spoke to this morning) I will see you on the 20th and we'll see how that works out. Sincerely,[redacted]