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.
I am attaching the following photos for the company review, and am willing to answer any further questions they may have for me.
Sincerely,
[redacted]
Good Morning Revdex.com,
The fact remains that the bunk bed being disassembled and
reassembled by someone else does play an obvious part in the structural
integrity and current condition of the product overall.
Provided that again, I am not being given the consumer’s
account information I can only respond off of the general information that the customer’s product has no remaining
warranty thru Bobs Discount Furniture and the protection plan the consumer acquired
does have specific terms and conditions that all consumers alike are expected
to adhere to.
The customer has chosen not to provide me with any account
information to look up her records with, should the customer wish to provide me
with her account information (sales invoice, delivery address, or telephone
number) I’d be more than happy to look into this concern further and see what,
if anything, we are able to offer. Should the customer wish for us to look
deeper into this we also require a response, via this Revdex.com channel, with photographic
evidence depicting the concern the customer asserts is not the result of a
complete reassembly that was done by a third party company that Bobs Discount
Furniture did not contract.
We are regretfully still unable to make any offers at this
time based off the extremely general response the consumer has chosen to
rebuttal with.
Sincerely,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
I reached
out to [redacted] today (10.14.2014) by phone and left him a message with my
direct contact number for return call. I do hope to speak with him soon and I am
genuinely very sorry for the unanticipated back order on the merchandise he has
been expecting...
to be delivered.
Our retail
location has made several changes to this order from its original status and
regretfully I cannot update this account any further without first speaking
with [redacted] and then verifying all information through our retail
location.
I am
currently awaiting the customer’s call back to me and apologize again that we
have caused our customer any inconvenience during this purchase.
Kind Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Good Morning Jamie,
Your response was just received to us today (1.22.2015) thru
the Revdex.com mediation channel you opened.
At this time our records indicate that the even exchange of
the headboard and footboard pieces went successful on 1.16.2015, there are no
other notes uploaded to your...
account to designate what may or may not have
happened with the assembly of this bed on this day. As our drivers provided us
with an ‘OK’ result code we adopt the thoughts that the delivery was accepted
by you and fully assembled in the manner you instructed the delivery team to operate
in.
Regardless of your personal
research or individual opinion, the ‘[redacted] Bedroom’ is compliant with [redacted] Phase 2 for formaldehyde emissions. The fact continues to remain that Bobs
Discount Furniture would never sell any merchandise that could potentially be
harmful to our customers.
What continues to personally befuddle me is why, when you are so aggressively
alleging that this furniture is harmful to you, you wouldn’t be seeking for our
business to remove the product from your home?
Should you and your husband both be experiencing such a terrible preference
concern that it has driven you from your permanent place of resting wouldn’t it
be more beneficial to the both of you to select a different piece of
merchandise where the ‘new furniture smell’ does not bother you so?
We offer any type of additional apology in the form of a Bobs
Discount Furniture Gift Card because as a business we understand the importance
of earning our customer’s trust back and proving to our customer that delivery
failures are not part of the normal daily operations that have helped us grow
to be the 15th largest furniture retailer in the U.S. We also wish
to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. I apologize that anyone told you we don’t have items for sale for $50.00
or less because we most certainly do. We have several cash and carry items that
can be taken from our Showrooms or Pit locations as our free gift of apology.
As listed
above, your account indicates that you have accepted the exchange and any
merchandise concerns related to damage have been resolved as of 1.16.2015.
-As the concerns with damage have been made right we are
happy to process the $50.00 Bobs Discount Furniture Gift Card request we initially
offered you as an apology for the frustrations caused to you. At this time we
can offer to electronically load it to the internal cr you have
with us or we can mail a physical gift card to you.
-On a separate note: Should you wish to have this bed
removed from your home because of the preference concern you are experiencing
we are happy to work above and beyond our company policy and remove the bed
(headboard, footboard, rails) from your home for a monetary refund. While this
is far beyond our normal procedures to offer, I just cannot see how keeping a
product you are so personally dissatisfied with would at all be constructive to
you as a customer.
The accusations you feel necessary to
communicate regarding the sale of potentially harmful merchandise are distasteful
and defamatory. As a retailer we are more than willing to work with you in a
fair and adequate manner in an effort to gain your satisfaction.
Good Afternoon [redacted],
I am very sorry to learn of the disappointment
you experienced with this purchase and I assure you that it is never our
intention to continually fail our customers while not being able to provide
them with the original promise we made. I absolutely understand...
your frustration
seeing how we let you down on multiple occasions and I cannot apologize enough
for the obvious coaching concerns we have on our end. I am truly embarrassed
after reading your complaint and thank you for bringing this complaint to our
escalated attention so that we can continue to grow and improve our customer’s
overall experience.
Our records indicate that the table base
was removed from your home on 10.3.2014 and successfully refunded to your
original method of payment by our Accounting Team. Our records also indicate
that the monies from the table top were processed back to your original method
of payment as well.
I pledge to you that our Customer Care
Agents would not intentionally lie to you about scheduling delivery dates and
the availability they saw on their computer screens. I can understand from your
point of view why you would have this impression and it is certainly a failure
we own when our inventory system reads incorrectly or a shipment from a vendor
is delayed. There is no excuse that will outline why we were unable to catch
this glitch or why the automated system went off without us actually having
stock to load for delivery.
As your account indicates that your
complaint has been addressed and accounted for we would like to offer you a
further form of apology from us as we ultimately wish to earn your trust back
in our business. If you would like to accept it, we can mail a Bobs Discount
Furniture Gift Card to your home in the amount of $150.00. We humbly ask that
you provide us with an opportunity to discount a future purchase with this gift
card or it can be used within any of our showrooms on the various accessory
items we sell for cash and carry.
Kind
Regards,
[redacted]
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
Please pass on my sincerest apologies to [redacted] for the lack of
care and empathy this concern has been met with. I have placed the store credit
for the left side facing piece into our customer’s accounting records and this
credit, along with the original, are...
active for use. These credits will remain
active through 11.18.2014. As an additional apology for the time that [redacted] has
had to spend seeking resolution on this we will agree to waive the new delivery
fee on the newly selected merchandise (this will save [redacted] approximately $99.99).
By accepting and using these credits [redacted] is acknowledging
that this is the final attempt
we are permitting an exchange of merchandise for any customer preference
concern. While I certainly agree that [redacted]’s concerns should have been handled
with more care it is not a sound business choice to continue to remove and
deliver product (that cannot be re sold as new) to any customer.
For [redacted]’s records the two credit numbers associated with the
sectional are: [redacted] & [redacted]. Should the new merchandise [redacted] selects
cost less than the available credit the remaining balance can be used in our
store for other merchandise or may remain as a store credit for future use. If
[redacted] selects a set that retails for more than the available credit we will
expect that the consumer pay the difference in upcharge for the merchandise
they desire.
Kind Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
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]
We would like option 1 since we really do love the sectional and would like the exact one again. We would hope that Bob's is now aware of the defect by the manufacturerer and has addressed it.
Good Afternoon [redacted],
I am very sorry for the terrible experience you have endured
while seeking only what we promised you during the time of sale for this
recliner. I assure you that we never anticipate failing our customers by not
being able to provide them with the product they...
purchased on the date we
agreed to. There are no excuses for the failure you had to experience based on
our computer glitch and I apologize again to you and your wife for all the
frustration we have caused you to feel.
I attempted to call you this afternoon (10.03.2014) on both
the numbers you have listed in this complaint and I was unable to reach you or
leave a message on either number. See below for the results of each number:
###-###-####- Rang and Rang and the Message said: (Memory is full - enter the remote access
code) ###-###-####- Rang and Rang Message said: (Person you called has a voice mail box that
has not been set up yet).
Per our policies, listed on your sales receipt, you are absolutely
entitled to a full refund of your purchase price. Due to this being an
undelivered item only our retail location can complete the processing of the
refund to you. We ask that you contact our retail location at ###-###-####
(Press #1 on your phone’s keypad when you hear Bob’s voice) to complete the
refund processing.
I am also mortified that you cite to have been met with
rudeness while making your complaint and I have already begun the necessary
actions to gain access to our recordings so that I am able to properly address
the agents you allege treated you so poorly. We may have serious coaching
concerns here and I thank you for bringing those to our attention so that we
can ensure our customers are always receiving the best care possible.
Kind
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Good Day Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the multiple deliveries caused our customer. We
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after their...
concerns
have been resolved.
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. We have resolved the original
concern and delivered the customer the merchandise originally expected in good
condition. At this time any additional accommodation we feel adequate to offer
to the customer is a form of our apology and at our internal discretion.
Normally we offer any type of
additional apology strictly in the form of a Bobs Discount Furniture Gift Card
because as a business we understand the importance of earning our customer’s
trust back and proving to our customer that delivery failures are not part of
the normal daily operations that have helped us grow to be the 15th
largest furniture retailer in the U.S. We also wish to provide our customers
with a tangible item as a further form of apology rather than just committing
to the act of pacifying someone with a monetary amount.
While it is not normal procedure
to so we have already offered to work above and beyond our normal process to accommodate
this individual’s demands. As a retailer we are unable to offer apology amounts
based off of any individual’s time and product that stands in the customer’s possession
in factory fresh condition is not eligible for a further discount.
In addition to already offering a
monetary refund as a form of apology we made this offer to our customer prior
to the delivery being completed on 2.28.2015. This was our second attempt to
again work at full capacity to satisfy the frustrations we caused our customer.
While we are genuinely very sorry for the amount of time our customer had to
spend on the phone with us, our records indicate that we were taking the
appropriate time to listen and acknowledge our customer’s angst the moment it
was being presented to us.
At this time we can offer to
provide the customer with a monetary refund based on the amount paid to us for
a delivery fee on this sales order ($229.99)and in addition we will mail out a
Bobs Discount Furniture Gift Card for $100.00.
Should the customer wish to accept
this offer, please advise that they can respond to this communication via the
Revdex.com as ‘satisfactory’. We will make the appropriate arrangements to refund the
delivery fee charge as indicated on the customer’s sales receipt (this will
need to be completed by a Corporate Check Request and can take up to 7-14
business days to arrive to the billing address). The Bobs Discount Furniture
Gift Card will be mailed to the below name/address within 7-10 business days of
their response being received.
Check
& Gift Card will be mailed separately to:
[redacted]
Kindest
Regards,
[redacted]
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. [redacted] ([redacted] 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 company. Our 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 exclusions. As the manager of the plan, [redacted] is responsible for sending the consumer the plan documents. Should 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 review. Had we been made aware of the need for these terms and conditions we most certainly would have provided them upon any request. As 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 [redacted] is continually sending these documents as many claims for coverage are routinely approved.
Our records here at Bobs Discount Furniture show no recording of ever speaking with this consumer since the original delivery almost three years ago. We are regretfully unable to overturn the choices made by a third party company and in order for a claim to be approved under the ‘Goof Proof’ protection an occurrence of accident must be reported. This is clearly indicated and expressed on the written verbiage provided to our customers at this time of sale. As this customer reported it to [redacted]:
“Customer states when she opened her bed and sat down she heard a pop and when she checked it was the bolts”
The occurrence of sitting on any piece of furniture cannot be deemed an accident when that piece of furniture is made to be sat on. I believe this is why the customer’s claim was denied and this denial reason does line up with the policies of the protection plan. It is not uncommon that many protection plans do not cover such instances like normal wear and tear; this sleeper has been receiving normal use for many years.
Based on the date of purchase and delivery the sleeper sofa is currently out of any warranty period thru Bobs Discount Furniture directly. If the customer is still located at the original delivery address we can offer to send a ‘Best Effort’ service repair out at no charge to them.
In accepting this service please know that this service will be provided on a best effort basis only. This means the customer will understand and acknowledge that we will do our absolute best to correct the concerns present and cannot/ will not be held liable for future occurrences of damages or workmanship deterioration on this merchandise. We take great pride in our technician’s quality workmanship and are happy to provide this service at no charge to this customer. Provided all facts within this scenario this is the best offer Bobs Discount Furniture has to make at this time.
Should the customer wish to accept our offer for resolution, please reach out to us via our Customer Care Offices at [redacted] (Mon- Sat/6:30a – 8:00p) to schedule a service appointment. %3
Complaint: [redacted]
I am rejecting this response because:We purchased the goof proof protection plan which states to report STAINS or DAMAGES within 14 days of occurrence which I did. The goof proof representative says this is not an accident and damages are to be handled by Bob's Discount. The customer care representatives at Bob Discount were very professional and helpful. When I called the first representative, He stated that they will send a technician out to my house to fix it and it is easily done. I was thrilled so when I called back with the information he needed I was directed to send photos of the markings on the sofa which I did. When no one called back or contacted me with an email I RESENT IT and called Bob's Discount Ce again. Then, I was offered a new sofa piece due to the fact that unfortunately, Bob's Discount does not have any means to fix this and they unfortunately gave me the wrong information about the technician. I am sending proof of phone calls and emails since you state you have no record of me doing any such action. I am very organized person who asks for names when I speak with people as I listed the names in my previous email. If you speak with your employees I am sure they will tell you the truth that they were going to fix the stain first and then give me a new sofa piece when they realized that they cannot do that.
Sincerely,
[redacted]
Good Morning Revdex.com,
Please know that this customer had previously filed with Revdex.com under complaint ID# [redacted]. Please let the record reflect that our business made an extreme effort to honor this customer’s demands even after we have a factory trained professional out to the home. We do...
apologize for the alleged drop call that the customer indicates occurred during their interaction with our Customer Care Team and have addressed this concern directly with our Work Force Management Team to ensure our phones lines are in proper working order.
There are various reasons as to why the merchandise may look different including the fact that the chaise has been in the home and being used for nearly two and ½ years. The left arm facing loveseat was just exchanged and this set’s material is very light in color therefore it would be considered completely normal for the chaise (that has sustained years of regular use) to look differently.
Should the claimant wish to have her concerns reviewed at a higher level this time around we respectively request that they provide photographic evidence of these concerns via this Revdex.com channel.
As the claimant wished to use the Revdex.com’s mediation service we expect these pictures to be sent to us thru this Revdex.com channel for further review.
Upon receipt and review of the photos with our Service Management Team we will respond with what, if any, recourse option(s) we are able to provide.
Thank You,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison %
Good Afternoon Revdex.com,
We apologize for any disappointment this customer is experiencing
with the product they purchased from us. I can assure you and this consumer
that Bobs Discount Furniture does not provide customers with used merchandise
under the pretense that it is new. When picking...
up any merchandise the customer
is required to sign a waiver indicating that they have fully looked over the
merchandise and are accepting responsibility for it in its current condition at
this time of possession. While I certainly understand the customer’s
frustration it is defamatory to make an allegation against our business of this
nature.
Should the
customer seek further assistance with this claim we ask that we be provided photographic
evidence of the damage and or usage they feel is present on the chair and desk.
Furniture today is built on an assembly line and it is entirely possible that
these items could have suffered cosmetic concerns during production; however it
is also entirely possible that this merchandise could have suffered cosmetic
concerns during transit as it was not securely completed by one of our
professional delivery teams.
Please ask
that the customer send the (at minimum) following photos through the Revdex.com
channel you have opened for mediation and I will review the account in further
detail to see what options for resolution we may have.
(1)
Photo of the chair in its entirety
(1)
Photo of the chair’s concern at a close range
(1)
Photo of the desk in its entirety
(1)
Photo of the desk’s concern at a close range
Kindest
Regards,
[redacted]
Bobs Discount
Furniture
[redacted]
Good Afternoon Revdex.com,
We apologize to our customer for the inconvenience that has been
experienced while seeking to get the working parts for these items.
Our records indicate that as of Sunday 12.7.2014 our [redacted] Operations Manager followed up with this customer and provided...
the
parts requested.
At this time we would consider this concern closed unless
our customer makes us aware that further assistance is necessary.
Kind
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Complaint: [redacted]
I am rejecting this response because:They did not speak with me and spoke with my daughter. As I am the person that is on the contract, she did not have the authority to clear anything with anyone. Where is the original call transcript when they spoke with me while I was at the store. They only provided a transcript of my daughter's conversation, not mine.
Sincerely,
[redacted]
Good Morning Revdex.com,
I must admit that I am a little perplexed by this rejection
response. Our records indicate that this consumer fully accepted this offer by
using this credit to reselect to a different bedroom set on 4.17.2015. The
customer is currently scheduled to receive a delivery of this new merchandise
on 5.15.2015. In sum this consumer accepted this offer, moved forward with it
directly with our business and then declared thru your mediation channel (two
days later) that they remained unsatisfied.
Should the customer wish to receive an even exchange instead
(procuring the same merchandise they currently have) that is certainly a
possibility. We have not replaced the bed in its entirety for this customer previously and have continually offered
services under our ‘Service Policy’ (disclosed on the sales invoice), at one
point just exchanging the rails of the product. A complete replacement of the
same bed or a different bed will offer the consumer a factory fresh model of a
new bed which will certainly resolve the current concern they are experiencing.
While we understand the customer’s apprehension having experienced
factory defect concerns and failed services in the past and we are actively seeking
to help this customer move forward. Furniture today in this industry overall is
commonly built on an assembly line and a defect in any product can take time
and use to show up. We do protect our customer’s with the best warranty in the
business. A defective product does not make a store’s entire line up defective
or mean that the product itself that in fact continues to produce successful
results to thousands of customers over the course of years on our sales floor is
a complete deficiency.
As indicated above – this consumer has already scheduled delivery
for newly selected merchandise pending for 5.15.2015. We look forward to
resolving the customer’s concern completely on this date.
Sincerely,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning [redacted],
Again, we are terribly sorry that we were unable to fully deliver
the merchandise that you had on ‘Price Protection’ with us. We have completed
extensive research and follow up with our retail location to ensure that they
are always honoring the policy that we have in place which includes the
agreement I had previously attached.
In regards to how we communicate the ‘Price Protection’ agreement
to customers other than the formal agreement form being filled out:
I have attached a copy of
your original signed sales invoice that denotes (right side) that this is on a
‘Price Protection’ delivery block and I have also attached the trifold that I am
certain your original documents were handed to you in, that indicates clearly
that our ‘Price Protection’ is not a layaway program.
As I was not personally present at the time of sale or during the
interactions you had within our retail location I am unable to work strictly
off of the alleged experience you cite to have had during the period you were
making payments on this sales order. I have been with our business for nearly
ten years and this is the first time I am learning of an unhappy customer who
has purchased by way of ‘Price Protection’. On an extremely large scale the
appropriate procedures we already have in place for this option are being
followed.
I am certainly not denying the fact that in your specific scenario
our retail location made a mistake by not properly having you fill out the complete
agreement form and we have addressed this need for coaching based off of your
feedback. We appreciate your escalation of this concern and thank you for
taking the time to bring this failure to our attention. We remain disappointed that we were unable to
provide you with the merchandise you selected and as a further form of apology
we can offer you a $75.00 Bobs Discount Furniture Gift Card. We do hope you
will accept this apology and see it as our attempt to offer you a cash and
carry accessory (lamp, picture frame, accent table, home décor, etc.) from our
showroom as a most tangible apology.
Kind
Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Good Morning Revdex.com,
I have spoken with [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 gest 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 [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]
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.
I am attaching the following photos for the company review, and am willing to answer any further questions they may have for me.
Sincerely,
[redacted]
Good Morning Revdex.com,
The fact remains that the bunk bed being disassembled and
reassembled by someone else does play an obvious part in the structural
integrity and current condition of the product overall.
Provided that again, I am not being given the consumer’s
account information I can only respond off of the general information that the customer’s product has no remaining
warranty thru Bobs Discount Furniture and the protection plan the consumer acquired
does have specific terms and conditions that all consumers alike are expected
to adhere to.
The customer has chosen not to provide me with any account
information to look up her records with, should the customer wish to provide me
with her account information (sales invoice, delivery address, or telephone
number) I’d be more than happy to look into this concern further and see what,
if anything, we are able to offer. Should the customer wish for us to look
deeper into this we also require a response, via this Revdex.com channel, with photographic
evidence depicting the concern the customer asserts is not the result of a
complete reassembly that was done by a third party company that Bobs Discount
Furniture did not contract.
We are regretfully still unable to make any offers at this
time based off the extremely general response the consumer has chosen to
rebuttal with.
Sincerely,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
I reached
out to [redacted] today (10.14.2014) by phone and left him a message with my
direct contact number for return call. I do hope to speak with him soon and I am
genuinely very sorry for the unanticipated back order on the merchandise he has
been expecting...
to be delivered.
Our retail
location has made several changes to this order from its original status and
regretfully I cannot update this account any further without first speaking
with [redacted] and then verifying all information through our retail
location.
I am
currently awaiting the customer’s call back to me and apologize again that we
have caused our customer any inconvenience during this purchase.
Kind Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Good Morning Jamie,
r you have
Your response was just received to us today (1.22.2015) thru
the Revdex.com mediation channel you opened.
At this time our records indicate that the even exchange of
the headboard and footboard pieces went successful on 1.16.2015, there are no
other notes uploaded to your...
account to designate what may or may not have
happened with the assembly of this bed on this day. As our drivers provided us
with an ‘OK’ result code we adopt the thoughts that the delivery was accepted
by you and fully assembled in the manner you instructed the delivery team to operate
in.
Regardless of your personal
research or individual opinion, the ‘[redacted] Bedroom’ is compliant with [redacted] Phase 2 for formaldehyde emissions. The fact continues to remain that Bobs
Discount Furniture would never sell any merchandise that could potentially be
harmful to our customers.
What continues to personally befuddle me is why, when you are so aggressively
alleging that this furniture is harmful to you, you wouldn’t be seeking for our
business to remove the product from your home?
Should you and your husband both be experiencing such a terrible preference
concern that it has driven you from your permanent place of resting wouldn’t it
be more beneficial to the both of you to select a different piece of
merchandise where the ‘new furniture smell’ does not bother you so?
We offer any type of additional apology in the form of a Bobs
Discount Furniture Gift Card because as a business we understand the importance
of earning our customer’s trust back and proving to our customer that delivery
failures are not part of the normal daily operations that have helped us grow
to be the 15th largest furniture retailer in the U.S. We also wish
to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. I apologize that anyone told you we don’t have items for sale for $50.00
or less because we most certainly do. We have several cash and carry items that
can be taken from our Showrooms or Pit locations as our free gift of apology.
As listed
above, your account indicates that you have accepted the exchange and any
merchandise concerns related to damage have been resolved as of 1.16.2015.
-As the concerns with damage have been made right we are
happy to process the $50.00 Bobs Discount Furniture Gift Card request we initially
offered you as an apology for the frustrations caused to you. At this time we
can offer to electronically load it to the internal c
with us or we can mail a physical gift card to you.
-On a separate note: Should you wish to have this bed
removed from your home because of the preference concern you are experiencing
we are happy to work above and beyond our company policy and remove the bed
(headboard, footboard, rails) from your home for a monetary refund. While this
is far beyond our normal procedures to offer, I just cannot see how keeping a
product you are so personally dissatisfied with would at all be constructive to
you as a customer.
The accusations you feel necessary to
communicate regarding the sale of potentially harmful merchandise are distasteful
and defamatory. As a retailer we are more than willing to work with you in a
fair and adequate manner in an effort to gain your satisfaction.
Sincerely,
[redacted]
Bobs Discount Furniture
[redacted]
Good Afternoon [redacted],
I am very sorry to learn of the disappointment
you experienced with this purchase and I assure you that it is never our
intention to continually fail our customers while not being able to provide
them with the original promise we made. I absolutely understand...
your frustration
seeing how we let you down on multiple occasions and I cannot apologize enough
for the obvious coaching concerns we have on our end. I am truly embarrassed
after reading your complaint and thank you for bringing this complaint to our
escalated attention so that we can continue to grow and improve our customer’s
overall experience.
Our records indicate that the table base
was removed from your home on 10.3.2014 and successfully refunded to your
original method of payment by our Accounting Team. Our records also indicate
that the monies from the table top were processed back to your original method
of payment as well.
I pledge to you that our Customer Care
Agents would not intentionally lie to you about scheduling delivery dates and
the availability they saw on their computer screens. I can understand from your
point of view why you would have this impression and it is certainly a failure
we own when our inventory system reads incorrectly or a shipment from a vendor
is delayed. There is no excuse that will outline why we were unable to catch
this glitch or why the automated system went off without us actually having
stock to load for delivery.
As your account indicates that your
complaint has been addressed and accounted for we would like to offer you a
further form of apology from us as we ultimately wish to earn your trust back
in our business. If you would like to accept it, we can mail a Bobs Discount
Furniture Gift Card to your home in the amount of $150.00. We humbly ask that
you provide us with an opportunity to discount a future purchase with this gift
card or it can be used within any of our showrooms on the various accessory
items we sell for cash and carry.
Kind
Regards,
[redacted]
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
Please pass on my sincerest apologies to [redacted] for the lack of
care and empathy this concern has been met with. I have placed the store credit
for the left side facing piece into our customer’s accounting records and this
credit, along with the original, are...
active for use. These credits will remain
active through 11.18.2014. As an additional apology for the time that [redacted] has
had to spend seeking resolution on this we will agree to waive the new delivery
fee on the newly selected merchandise (this will save [redacted] approximately $99.99).
By accepting and using these credits [redacted] is acknowledging
that this is the final attempt
we are permitting an exchange of merchandise for any customer preference
concern. While I certainly agree that [redacted]’s concerns should have been handled
with more care it is not a sound business choice to continue to remove and
deliver product (that cannot be re sold as new) to any customer.
For [redacted]’s records the two credit numbers associated with the
sectional are: [redacted] & [redacted]. Should the new merchandise [redacted] selects
cost less than the available credit the remaining balance can be used in our
store for other merchandise or may remain as a store credit for future use. If
[redacted] selects a set that retails for more than the available credit we will
expect that the consumer pay the difference in upcharge for the merchandise
they desire.
Kind Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
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]
We would like option 1 since we really do love the sectional and would like the exact one again. We would hope that Bob's is now aware of the defect by the manufacturerer and has addressed it.
Good Afternoon [redacted],
I am very sorry for the terrible experience you have endured
while seeking only what we promised you during the time of sale for this
recliner. I assure you that we never anticipate failing our customers by not
being able to provide them with the product they...
purchased on the date we
agreed to. There are no excuses for the failure you had to experience based on
our computer glitch and I apologize again to you and your wife for all the
frustration we have caused you to feel.
I attempted to call you this afternoon (10.03.2014) on both
the numbers you have listed in this complaint and I was unable to reach you or
leave a message on either number. See below for the results of each number:
###-###-####- Rang and Rang and the Message said: (Memory is full - enter the remote access
code) ###-###-####- Rang and Rang Message said: (Person you called has a voice mail box that
has not been set up yet).
Per our policies, listed on your sales receipt, you are absolutely
entitled to a full refund of your purchase price. Due to this being an
undelivered item only our retail location can complete the processing of the
refund to you. We ask that you contact our retail location at ###-###-####
(Press #1 on your phone’s keypad when you hear Bob’s voice) to complete the
refund processing.
I am also mortified that you cite to have been met with
rudeness while making your complaint and I have already begun the necessary
actions to gain access to our recordings so that I am able to properly address
the agents you allege treated you so poorly. We may have serious coaching
concerns here and I thank you for bringing those to our attention so that we
can ensure our customers are always receiving the best care possible.
Kind
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Good Day Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the multiple deliveries caused our customer. We
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after their...
concerns
have been resolved.
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. We have resolved the original
concern and delivered the customer the merchandise originally expected in good
condition. At this time any additional accommodation we feel adequate to offer
to the customer is a form of our apology and at our internal discretion.
Normally we offer any type of
additional apology strictly in the form of a Bobs Discount Furniture Gift Card
because as a business we understand the importance of earning our customer’s
trust back and proving to our customer that delivery failures are not part of
the normal daily operations that have helped us grow to be the 15th
largest furniture retailer in the U.S. We also wish to provide our customers
with a tangible item as a further form of apology rather than just committing
to the act of pacifying someone with a monetary amount.
While it is not normal procedure
to so we have already offered to work above and beyond our normal process to accommodate
this individual’s demands. As a retailer we are unable to offer apology amounts
based off of any individual’s time and product that stands in the customer’s possession
in factory fresh condition is not eligible for a further discount.
In addition to already offering a
monetary refund as a form of apology we made this offer to our customer prior
to the delivery being completed on 2.28.2015. This was our second attempt to
again work at full capacity to satisfy the frustrations we caused our customer.
While we are genuinely very sorry for the amount of time our customer had to
spend on the phone with us, our records indicate that we were taking the
appropriate time to listen and acknowledge our customer’s angst the moment it
was being presented to us.
At this time we can offer to
provide the customer with a monetary refund based on the amount paid to us for
a delivery fee on this sales order ($229.99)and in addition we will mail out a
Bobs Discount Furniture Gift Card for $100.00.
Should the customer wish to accept
this offer, please advise that they can respond to this communication via the
Revdex.com as ‘satisfactory’. We will make the appropriate arrangements to refund the
delivery fee charge as indicated on the customer’s sales receipt (this will
need to be completed by a Corporate Check Request and can take up to 7-14
business days to arrive to the billing address). The Bobs Discount Furniture
Gift Card will be mailed to the below name/address within 7-10 business days of
their response being received.
Check
& Gift Card will be mailed separately to:
[redacted]
Kindest
Regards,
[redacted]
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. [redacted] ([redacted] 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 company. Our 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 exclusions. As the manager of the plan, [redacted] is responsible for sending the consumer the plan documents. Should 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 review. Had we been made aware of the need for these terms and conditions we most certainly would have provided them upon any request. As 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 [redacted] is continually sending these documents as many claims for coverage are routinely approved.
Our records here at Bobs Discount Furniture show no recording of ever speaking with this consumer since the original delivery almost three years ago. We are regretfully unable to overturn the choices made by a third party company and in order for a claim to be approved under the ‘Goof Proof’ protection an occurrence of accident must be reported. This is clearly indicated and expressed on the written verbiage provided to our customers at this time of sale. As this customer reported it to [redacted]:
“Customer states when she opened her bed and sat down she heard a pop and when she checked it was the bolts”
The occurrence of sitting on any piece of furniture cannot be deemed an accident when that piece of furniture is made to be sat on. I believe this is why the customer’s claim was denied and this denial reason does line up with the policies of the protection plan. It is not uncommon that many protection plans do not cover such instances like normal wear and tear; this sleeper has been receiving normal use for many years.
Based on the date of purchase and delivery the sleeper sofa is currently out of any warranty period thru Bobs Discount Furniture directly. If the customer is still located at the original delivery address we can offer to send a ‘Best Effort’ service repair out at no charge to them.
In accepting this service please know that this service will be provided on a best effort basis only. This means the customer will understand and acknowledge that we will do our absolute best to correct the concerns present and cannot/ will not be held liable for future occurrences of damages or workmanship deterioration on this merchandise. We take great pride in our technician’s quality workmanship and are happy to provide this service at no charge to this customer. Provided all facts within this scenario this is the best offer Bobs Discount Furniture has to make at this time.
Should the customer wish to accept our offer for resolution, please reach out to us via our Customer Care Offices at [redacted] (Mon- Sat/6:30a – 8:00p) to schedule a service appointment. %3
Complaint: [redacted]
e again. Then, I was offered a new sofa piece due to the fact that unfortunately, Bob's Discount does not have any means to fix this and they unfortunately gave me the wrong information about the technician. I am sending proof of phone calls and emails since you state you have no record of me doing any such action. I am very organized person who asks for names when I speak with people as I listed the names in my previous email. If you speak with your employees I am sure they will tell you the truth that they were going to fix the stain first and then give me a new sofa piece when they realized that they cannot do that.
I am rejecting this response because:We purchased the goof proof protection plan which states to report STAINS or DAMAGES within 14 days of occurrence which I did. The goof proof representative says this is not an accident and damages are to be handled by Bob's Discount. The customer care representatives at Bob Discount were very professional and helpful. When I called the first representative, He stated that they will send a technician out to my house to fix it and it is easily done. I was thrilled so when I called back with the information he needed I was directed to send photos of the markings on the sofa which I did. When no one called back or contacted me with an email I RESENT IT and called Bob's Discount C
Sincerely,
[redacted]
They have misrepresented their product to consumers. I am contacting the manufacturer to see what the top is really made of.
Good Morning Revdex.com,
Please know that this customer had previously filed with Revdex.com under complaint ID# [redacted]. Please let the record reflect that our business made an extreme effort to honor this customer’s demands even after we have a factory trained professional out to the home. We do...
apologize for the alleged drop call that the customer indicates occurred during their interaction with our Customer Care Team and have addressed this concern directly with our Work Force Management Team to ensure our phones lines are in proper working order.
There are various reasons as to why the merchandise may look different including the fact that the chaise has been in the home and being used for nearly two and ½ years. The left arm facing loveseat was just exchanged and this set’s material is very light in color therefore it would be considered completely normal for the chaise (that has sustained years of regular use) to look differently.
Should the claimant wish to have her concerns reviewed at a higher level this time around we respectively request that they provide photographic evidence of these concerns via this Revdex.com channel.
As the claimant wished to use the Revdex.com’s mediation service we expect these pictures to be sent to us thru this Revdex.com channel for further review.
Upon receipt and review of the photos with our Service Management Team we will respond with what, if any, recourse option(s) we are able to provide.
Thank You,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison %
Subject: RE: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #[redacted]
I have accept option # 1.
Please call me to schedule pickup of the merchandiser.
Thank you.[redacted]
Good Afternoon Revdex.com,
We apologize for any disappointment this customer is experiencing
with the product they purchased from us. I can assure you and this consumer
that Bobs Discount Furniture does not provide customers with used merchandise
under the pretense that it is new. When picking...
up any merchandise the customer
is required to sign a waiver indicating that they have fully looked over the
merchandise and are accepting responsibility for it in its current condition at
this time of possession. While I certainly understand the customer’s
frustration it is defamatory to make an allegation against our business of this
nature.
Should the
customer seek further assistance with this claim we ask that we be provided photographic
evidence of the damage and or usage they feel is present on the chair and desk.
Furniture today is built on an assembly line and it is entirely possible that
these items could have suffered cosmetic concerns during production; however it
is also entirely possible that this merchandise could have suffered cosmetic
concerns during transit as it was not securely completed by one of our
professional delivery teams.
Please ask
that the customer send the (at minimum) following photos through the Revdex.com
channel you have opened for mediation and I will review the account in further
detail to see what options for resolution we may have.
(1)
Photo of the chair in its entirety
(1)
Photo of the chair’s concern at a close range
(1)
Photo of the desk in its entirety
(1)
Photo of the desk’s concern at a close range
Kindest
Regards,
[redacted]
Bobs Discount
Furniture
[redacted]
Good Afternoon Revdex.com,
We apologize to our customer for the inconvenience that has been
experienced while seeking to get the working parts for these items.
Our records indicate that as of Sunday 12.7.2014 our [redacted] Operations Manager followed up with this customer and provided...
the
parts requested.
At this time we would consider this concern closed unless
our customer makes us aware that further assistance is necessary.
Kind
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Complaint: [redacted]
I am rejecting this response because:They did not speak with me and spoke with my daughter. As I am the person that is on the contract, she did not have the authority to clear anything with anyone. Where is the original call transcript when they spoke with me while I was at the store. They only provided a transcript of my daughter's conversation, not mine.
Sincerely,
[redacted]
Good Morning Revdex.com,
I must admit that I am a little perplexed by this rejection
response. Our records indicate that this consumer fully accepted this offer by
using this credit to reselect to a different bedroom set on 4.17.2015. The
customer is currently scheduled to receive a delivery of this new merchandise
on 5.15.2015. In sum this consumer accepted this offer, moved forward with it
directly with our business and then declared thru your mediation channel (two
days later) that they remained unsatisfied.
Should the customer wish to receive an even exchange instead
(procuring the same merchandise they currently have) that is certainly a
possibility. We have not replaced the bed in its entirety for this customer previously and have continually offered
services under our ‘Service Policy’ (disclosed on the sales invoice), at one
point just exchanging the rails of the product. A complete replacement of the
same bed or a different bed will offer the consumer a factory fresh model of a
new bed which will certainly resolve the current concern they are experiencing.
While we understand the customer’s apprehension having experienced
factory defect concerns and failed services in the past and we are actively seeking
to help this customer move forward. Furniture today in this industry overall is
commonly built on an assembly line and a defect in any product can take time
and use to show up. We do protect our customer’s with the best warranty in the
business. A defective product does not make a store’s entire line up defective
or mean that the product itself that in fact continues to produce successful
results to thousands of customers over the course of years on our sales floor is
a complete deficiency.
As indicated above – this consumer has already scheduled delivery
for newly selected merchandise pending for 5.15.2015. We look forward to
resolving the customer’s concern completely on this date.
Sincerely,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning [redacted],
Again, we are terribly sorry that we were unable to fully deliver
the merchandise that you had on ‘Price Protection’ with us. We have completed
extensive research and follow up with our retail location to ensure that they
are always honoring the policy that we have in place which includes the
agreement I had previously attached.
In regards to how we communicate the ‘Price Protection’ agreement
to customers other than the formal agreement form being filled out:
I have attached a copy of
your original signed sales invoice that denotes (right side) that this is on a
‘Price Protection’ delivery block and I have also attached the trifold that I am
certain your original documents were handed to you in, that indicates clearly
that our ‘Price Protection’ is not a layaway program.
As I was not personally present at the time of sale or during the
interactions you had within our retail location I am unable to work strictly
off of the alleged experience you cite to have had during the period you were
making payments on this sales order. I have been with our business for nearly
ten years and this is the first time I am learning of an unhappy customer who
has purchased by way of ‘Price Protection’. On an extremely large scale the
appropriate procedures we already have in place for this option are being
followed.
I am certainly not denying the fact that in your specific scenario
our retail location made a mistake by not properly having you fill out the complete
agreement form and we have addressed this need for coaching based off of your
feedback. We appreciate your escalation of this concern and thank you for
taking the time to bring this failure to our attention. We remain disappointed that we were unable to
provide you with the merchandise you selected and as a further form of apology
we can offer you a $75.00 Bobs Discount Furniture Gift Card. We do hope you
will accept this apology and see it as our attempt to offer you a cash and
carry accessory (lamp, picture frame, accent table, home décor, etc.) from our
showroom as a most tangible apology.
Kind
Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Good Morning Revdex.com,
I have spoken with [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 gest 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 [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]