Good Morning Revdex.com,
We are very sorry for any confusion that has been rendered as a
result of the conversations held with our agents. During the time of sale (in
OCT of 2014) we sold and delivered this customer the exact model of furniture
that we displayed, disclosed (there is a placard of...
material makeup in front of
each living room on our sales floors) and I am assuming sat on by the customer.
Sometime after the customer took possession of this merchandise
the vendor and most of the furniture industry in its entirety (not Bobs
Discount Furniture directly) decided to start manufacturing living room seats
with the inclusion of memory foam and not just high density foam. We were
advised by many of our vendors that they would be sending new sets with this
memory foam seating and then our floor models were swapped out. There is absolutely
no reason why a memory foam seat would “sag” and high density foam would not “sag”.
If there is "sagging" present in the merchandise that shouldn’t be it
is most likely related to a factory defect and not the specific type of foam
that is used. Our business has been selling sets and carrying warranties on
high density foam seats for over twenty years. There are literally millions of
customer around the United States that maintain high density foam cores with no
factory defect present in their living room furniture. Again, our business does
not deceive our customers and this consumer was delivered the exact model
selected during their time of purchase.
This customer’s merchandise is experiencing a factory defect
within warranty and our business has offered multiple routes for resolution by
taking responsibility for this defect. Furniture today is built on an assembly
line at the factory, like any other furniture retailer (or any other business
for that matter) regretfully there are sometimes products that come off of the
assembly line with defects. It normally does take time for these defects to
show up and we stand behind the quality of our product and make it right by our
customers with fair and adequate options for resolution. The fact remains that
just because one product is manufactured with a defect it does not make the
entire product line or the entire inventory of our store defective.
The customer is able to receive one of the following options for
resolution and is asked to contact our Customer Care Call Center ([redacted])
when they are ready to move forward with resolving their concern:
-
We will ship new seating (as the vendor makes
the set with memory foam now, of
course the customer can expect to receive memory foam seats)
OR
-
We will exchange the set for a factory fresh
version (as the vendor makes the set with memory foam now, of course the customer can expect to receive memory foam
seats)
OR
-
The customer will be provided with a store
credit (based on purchase price) and given a timeline of two months to re visit
our showroom and pick out a set that they believe will better suit their
standards.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I will agree to keep the scheduled delivery dates if I can at least get refunded for the delivery fee. Also, customer care offered me a gift card of an undisclosed amount after the completion of my delivery, would it come with the delivery guys or mailed to my house after?
Thanks for the quick response. I understand mishaps happens and I respect that your are taking some form of responsibility.
Sincerely,
[redacted]
Good Afternoon [redacted],
I apologize that you have been waiting so long to get this part
for your speaker cover on this fireplace. I assure you that we have been doing
everything in our power to get this part for you from the vendor who makes this
fireplace. I am also very sorry for the...
confusion that we caused on the
shipping time of the part and I thank you for your extreme patience with us. As
of today (9.18.2014) I have spoken with one of our Store Managers who assured
me that we have made this failure right by you. Our records indicate that we
are sending an entire new fireplace out from our distribution center so that
you can get the speaker cover part you have been waiting on. We apologize again
for any frustration that this product has caused you and we truly appreciate
your business.
Kind Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Please pass on our thank you to the customer for sending thru
the pictures associated with her claim.
As indicated in our previous response leather or vinyl cracking or
peeling, seam slippage/ separation, and stress tears are not covered
occurrences under the [redacted] Protection plan. Regretfully we will not be
able to dispute this claim for the customer with the [redacted] company at this
time. Our sales associates are expected to provide a general overview of the
protection plan at the time of purchase and just like many other protection
plans sold on automobiles, electronics, and appliances there are going to be
exclusions to coverage to keep the plan fair for all customers alike.
The
customer’s one year guarantee period directly thru Bobs (this would be listed
on the sales invoice sheet) has long been expired. The expiration of the
factory defect guarantee occurred on 10.12.2013, over a year ago, and our
records show no report of concern for any defect on the sofa or loveseat within
the original warranty period.
As a
business completely separate from the protection plan the customer selected to
purchase we do care very much about making an effort to satisfy our customers
in a fair and adequate manner.
As an
extreme courtesy we are willing to offer this customer a one time option for
reselection (store credit to pick a different set) at a prorated percentage.
Please see below for the option outline, should the customer wish to accept
this offer they can respond to us via this Revdex.com channel as ‘Satisfied’. We will
have a retail representative reach out to the customer to make them aware of
their active credit after the Revdex.com claim has been fully closed.
Option for resolution:
We will provide the customer with 75% store credit
based on the price paid to us for the sofa/loveseat (Credit = $1485.16).
This store credit will allow the customer to reselect to a different set whose
material makeup may fit their needs and longevity expectations better.
Once they have visited a showroom to make their reselection (within the next
two months) we will expect to remove the current merchandise they have in their
possession on the same date we deliver the new selection.
As an additional apology we will also cover the cost of
any delivery fee associated with the newly selected merchandise (that is
approx. an additional $200.00 savings credit for the customer) should the
customer accept this courtesy offer for resolution.
I look forward to hearing back from the customer and
apologize again that they have spent any of their valuable time on solving
their furniture concerns.
Complaint: [redacted]
I am rejecting this response because:I have tried for a few days to call the 800 number that was provided to me in the response letter from the customer service department at Bobs. To no aveil it is a busy ever signal time, go figure. There is also a complaint at the Bobs store about the sales associate and we also complained about Gaurdian"s warranty plan back in October when we first received our love seat, couch, chair, and table. We did not only call to complain we also went down to speak to the sales associate in person. I need the love seat fixed it is only going to get worse or I want our $200.00 back, one or the other. I feel my husband and I have been taken advantage of Big Time and that's wrong in e ER wat possible. Bobs store had no problem taking our money and making that sale so they need to except responsibility on their associate's behalf and do the right thing and fix our issue.
Sincerely,[redacted]
[redacted]
Good Morning Revdex.com,
We apologize that our customer remains so dissatisfied and we
apologize again for the inconvenience the delay in delivery caused our
customer. We would never intentionally provide a customer with incorrect
information and we do take ownership for any failures that occurred in our
ability to communicate an accurate delivery window to our customer.
As a further form of apology we can offer to mail our customer a
Bobs Discount Furniture Gift Card in the amount of $25.00. 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. Should the customer wish not to
provide us with another opportunity to deliver merchandise we can understand
the reasons why in this scenario and have several cash and carry items that can
be taken from our Showrooms or pit locations as our free gift of apology with
use of this gift card.
Should this customer wish to accept this apology offer please ask
that they respond to this Revdex.com channel as ‘satisfied’ and we will mail out the
Bobs Discount Furniture gift card within the next 7-10 business days to:
Good Afternoon Revdex.com,
Please pass on our apologies to [redacted] for the frustration
he has experienced with his purchase from us. We have tried to call [redacted] directly several times in the past two days and have been unable to reach him
to discuss this matter further. We have sent...
a written communication directly
to [redacted]s email address today (10.8.2014) in another effort to help him
resolve the concern he has with his dining room furniture.
Our records indicate that one of the chairs has suffered
animal damage from a pet and we were unable to repair that damage on 9.20.2014
due to the nature of its occurrence.
We have placed a store credit in the system for our customer
that represents the cost he paid on 5 of the 6 dining chairs and the table. We
are willing to work with our customer in getting him a dining room set that
fits his needs; we are just not able to accept merchandise back that has
suffered animal damage.
We ask that [redacted] respond directly to the [redacted] that is assigned to his case and has emailed him [redacted] should he have any questions about this store credit, selecting his new merchandise
or the removal of the 5 chairs and table from his residence.
Good Afternoon Revdex.com,
We sincerely apologize for the frustration and aggravation
our customer cites to have ensured during our attempt at delivering merchandise. I can certainly empathize to our customer’s
point of view in this matter however it is also important that we consider...
our
delivery team’s point of view during this interaction.
It does not benefit our delivery team in any way to not
deliver merchandise they have on their run. Our teams are compensated by stops completed
and when a stop is coded as a ‘no fit’ it is viewed company wide as a negative
mark on their abilities. Along with now having to work around that merchandise
for the rest of their day (this was only the team’s second stop out of
fourteen), the team is also responsible to safely off load that merchandise to
a return trailer prior to leaving for the day. It is also important to
understand that when delivering to an apartment complex and causing any type of
damage (even a minor scratch on a wall) the delivery team is heavily penalized
and monetary funds are usually deducted from their check to reimburse building
owners for damage repairs. Again, not delivering merchandise is more of a
hinder than a help to any driver. We do not feel our drivers would ever purposely
elect not to deliver product.
We stand behind our delivery team’s determination that there
may have been damages caused to the merchandise or to the building by making
this delivery. As a retailer we have no way of verifying if there were any
damages caused during the transit and carriage of this merchandise into the
customer’s apartment building during the pick up. It has been several days
since the customer completed this transfer on their own and we cannot fully
base our offer of apology on the customer’s perception of what occurred during their
own transit of the product. While we are sorry that the customer needed to pick
up the merchandise at all regretfully we cannot take responsibility for the day
selected to go pick up the merchandise and weather conditions that were present
in that area on this day. As a business we do not deny that by our customer’s assessment
our delivery service failed this attempt so we refunded the original delivery
fee paid to us. This is a fair and even resolution for such an occurrence.
We have already offered this customer a further form of
apology.
Our records indicate that as of 12.01.2014 our retail
location processed a Bobs Discount Furniture Gift Card request in the amount of
$100.00. The ottoman is also being sent to the [redacted] Bobs Store for pickup
(it’s a smaller item and the showroom is only built with a small amount of
additional space for extra merchandise) and will not need to be retrieved from
the [redacted], NJ warehouse location.
We apologize to our customer again for the frustration and aggravation
this process has caused.
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.
Option # 2
Sincerely,
[redacted]
Hi Revdex.com,
Thank you for helping us out to resolve the issue. I would like to thank 'BOB Discount Furniture' for coming forward to resolve this issue.
If I am facing towards ARM Chair the left ARM is broken, so could you please order this ARM for my ARM Chair.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thanks,[redacted]
Good Morning Revdex.com,
Our records reflect that we are scheduled to service this
customer’s product on 4.29.2015 for the concerns listed here.
The customer’s Goof Proof Plus Plan is made up of two
different portions as fully indicated on our sales receipt and informational
sales flyer....
Bobs Discount Furniture covers factory defects while a company
called Guardian Protection Products covers many occurrences of in home
accidental damage. For obvious reasons
when speaking with Guardian the customer must report an accidental occurrence in
order to gain accidental coverage resources. This consumer initially contacted
Guardian, reported their concerns and was denied directly by Guardian, not Bobs
Discount Furniture.
In the future we recommend the customer contact Bobs
Discount Furniture first and in the case we must refer the customer to Guardian
for accidental occurrences we have an internal transfer line set up for these
type of rarities. We look forward to servicing this customer’s merchandise
under the factory defect coverage guidelines on 4.29.2015.
Thank You,
[redacted]
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good Afternoon Revdex.com,
Please pass on my apologies for the disappointment our
customer is experiencing with the product she selected. I assure our customer
that we have been addressing this concern to the best of our ability since we
were made aware of it. While this furniture was bought...
at a Bobs Discount
Furniture location and Bobs has been offering the customer service on this
product we have not collected direct revenue from [redacted] because she entered
into a ‘leasing agreement’ with a third party company named ‘[redacted]’.
This customer is currently paying a monthly fee to the ‘[redacted]’ company
to lease this product. This is clearly stated on the paperwork [redacted] signed at
the time of sale along with the specific number of payments [redacted] will have to
make in order to fully own this product. Bobs Discount Furniture is not
permitted to make offers of credit to ‘[redacted]’ customers unless there
is a manufacturing defect present within their merchandise. We have been out to [redacted] residence several times and have not been able to properly inspect her
bed to determine if a defect is even present.
I am honestly very perplexed by the nature in which this
complaint has been filed with and I have listed the history our records
indicate (below) for your review. I believe just listing this history will
address many of the customer’s statements however it also presents a few questions
that I request you pass along to our customer. Due to the nature of this
complaint and the overall history with the last month feel it pertinent that
all responses between the customer and Bobs remain in a written form.
Date of Delivery: 11.07.2013
First Report of Concern: 8.25.2014 – The customer
told us that the mattress was sagging and that the bed
(headboard/footboard/railings) was loose and shook a lot.
Please note: The bed had
previously been used for 9 months with no report of concern.
First visit to customer’s residence (the next day):
8.26.2014: Our technician reported that there was no apartment number
listed on his paperwork. The technician called us and said that he knocked on
all three doors within the building and only the folks on the third floor came
to the door stating they were not expecting a service. We then called the
number that was placed on this account during the time of sale by the customer (###-###-####)
and we were unable to speak with anyone or leave a message.
Question for the customer: If
this is the day where you are stating that you saw our technician’s vehicle,
the dog was barking, and he was coming from the third floor why did you not
flag him down and explain that you were the person expecting service or answer
the door when we initially knocked?
The following day -8.27.2014: Our records clearly
indicate that the customer called us and reported the same scenario she had on
8.25.2014, we scheduled another service visit (with customer on the phone) to
her home to help with this concern on 9.04.2014.
2nd Attempt at service – 9.04.2014: Our
technician arrived to the residence and could not get into the building as the
main entrance was locked at this time. The technician called into our office to
report this and we attempted to call the number we have on file for this
customer (###-###-####) twice, our records indicate that we left two messages
for the customer as well. We were forced to move our technician on because we
were unable to gain access to the residence to perform the service.
Question
for the customer: Should we be updating the phone number you have listed on
this account as it differs from the one you have listed to the Revdex.com?
9.08.2014-Attempted to call customer from our Customer
Care Office to reschedule service appointment as we had not heard back from her:
Our records indicate that this call was made at 8:09pm to (###-###-####)
and someone picked up the phone and hung up on our caller.
9.10.2014-Attempted again to call customer from our
Customer Care Office to reschedule service appointment as we had not heard back
from her: Our records indicate that this call was made at 2:25pm to (###-###-####)
and we left a message on the machine for the customer asking for her to call us
back and reschedule.
Question
for the customer: Should we be updating the phone number you have listed on
this account as it differs from the one you have listed to the Revdex.com?
9.15.2014: Our records clearly indicate that the
customer called us and reported the same scenario she had on 8.25.2014 &
8.27.2014. We scheduled another service visit (with customer on the phone) to
her home to help with this concern on 9.20.2014.
Please
note: This is the logged call and proof that the agent “[redacted]” was referring
to when she explained to the customer she had called us five days prior to the
20th.
3rd Attempt at service – 9.20.2014: Our
technician arrived to the home and reported to us that the entire bed
(headboard/footboard/railings/mattress) had been disassembled and pieces of the
bed were lying up against the wall. Our technician had to be moved on as there
was no way for him to complete a repair or determine a defect in the bed or
mattress. A technician cannot correctly reassemble a queen size bed on his own,
which is why we send at minimum a two man team out to make deliveries and assemblies.
Please note: We have no way of determining
if there is a factory defect within the bed or an issue with the way we
assembled it unless it is in the same condition as we left it on 11.07.2013.
There is also no way to correctly measure if a mattress is sagging or is
defective unless that mattress is receiving the proper support of a bed frame. Please
also let it be known that this customer never disclosed in any previous
conversations with us that the bed was not assembled nor was she instructed by
us to disassemble her bed. As we had not been permitted inside the residence,
other than the initial assembly of the bed in Nov. of 2013, we have no idea how
long this bed had been unassembled for.
Customer called us back on 9.20.2014 (Later that same
day): At approximately 6:50pm the
customer called and reported to us ‘Bed rails are very loose and wobbly’. Again
we scheduled another service appointment with the customer. This service is
scheduled to occur on 9.27.2014 (this Saturday) and the original number the
customer provided us (that hasn’t been working) remains the only number on the
account. I am going to alert the service order with the phone number the
customer has listed to Revdex.com as a precaution. We are scheduled to arrive to the
residence in between the time window of 10:51am – 12:51pm on 9.27.2014.
Question for the customer: Is the bed
currently reassembled to the state it was in prior to it being unassembled in
your home? If the bed is in the same condition it was previously in on
9.20.2014 we will be unable to determine if the bed or the mattress is
defective and we will be unable to try and help our customer move forward on
resolving this concern.
We sincerely wish to help our
customer and have been diligently trying to assist her in resolving her concern
since the moment it was reported to us. I apologize to our customer again for
her disappointment in the product; we must be able to determine that there is a
factory defect present on this bed in order to move forward with this concern.
As per the warranty guidelines we will service this bed to manufacturing standards,
if the bed is deemed unrepairable by a factory trained service technician we
will offer a replacement under the warranty at that time.
Good Afternoon Revdex.com,
I am truly sorry and very confused by this customer’s
responses.
I cannot move forward in helping this consumer should the
request for accidental description not be granted. I have not asked this
customer for pictures as I have those (posted to this claim) and have
continually asked for the customer to indicate what happened to this table to
cause this extent of damage.
As this customer felt it necessary to escalate his concern
to the level and mediation of the Revdex.com I truly feel that written communication
is the best way to offer Bobs and the customer a fair point of view regarding
this scenario.
I request for a third time to please be provided with his description
of the accident he expects his [redacted] to cover so that we can help the
customer move forward.
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Good Afternoon Revdex.com,
Regretfully this customer’s rejection response leaves a lot
of information to be desired.
Our records indicate that the customer has yet to call our
customer care offices to report any details of the property claim they
initially complained on and they have disclosed no further details about the
claim within their response sent today (4.15.2015). These are time sensitive claims as
they involve insurance reporting and follow up so it is recommended that the
customer contact our offices as soon as possible should they wish to move
forward with their Property Claim request.
In regards to the delivery scheduled for 4.22.2015, I
apologize if my response was at all unclear in indicating that the ‘White Glove’
inspection process is a separate process completely from the previous delivery
attempts and offered inspection processes. We have escalated this customer’s
concern and upcoming delivery to the highest levels available within our
organization and the delivery companies we work with. We are still looking
forward to making the customer’s original concern right by working at full
capacity to make this the final successful attempt.
Also proffered in our previous response is an outlet should
the customer continually disagree with our efforts for the attempt scheduled on
4.22.2015:
Should the
customer wish to discuss other options for resolution based off the items they
maintain in the home we are open and willing to work with our customer to gain
their satisfaction. We certainly don’t want our customer to feel as if they are
being forced to take continued deliveries of damaged products. We never expect
or anticipate disappointing our customers, let alone on multiple occasions and
should this type of delivery be the norm for us we obviously would not be
continuing to grow as an organization. Other offers the customer may be
interested instead of the fourth delivery attempt include the discussion of
scheduling a factory trained repair professional to the residence or a discount
offer off the price paid for the damaged items to keep them in their current
condition. Of course our main objective (as indicated above) is to make this
failure right and provide our customer with the merchandise they have selected
in its expected showroom condition. It is important to us that our customer
knows we have other options to offer should they feel necessary to initiate
these types of discussions.
Kindest
Regards,
[redacted]
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because: I have already explained that at the time of sale I was told by sales representative that it's Bob Discount who covers.And as I explained its a great dishonesty at the part of such a large business that they orally say something and on the documents some thing else, not only that their brochure are misleading as its shows that I have covered you by Mr. BOB and the same has been shown by sales people when they are selling insurance.Now the business is giving lame excuses and legal reason to keep herself away from the commitment made at the time of sales.We never imagined this would happen. still looking a positive response that somebody sensible would contact me to resolve my issues with the merchandise instead of giving same excuses.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I NEVER spoke to any one about not having my credit card number on 11/09/2014 . I have a voice mail from BOB's finally after contacting Revdex.com requesting that I call them. Two months of trying to get a refund from them while I was in the store. They never asked for my credit card, I was always told it will be done later. I was put off many times. And to say that they spoke with me is a lie. This company is untrustworthy and I want my money back. I am putting in a dispute with my credit card company as fraud from BOB's as they have lied over and over again. I will send there check back as I did not agree on the price that I deserve. $369.98 is the price that will stop this madness. And BOB's will never hear from me again.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
I called and spoke with [redacted] directly today (4.01.2015)
and conveyed our apologies to him for the frustrating experience he has had
with us thus far. We have made [redacted] a compensation offer prior to his sale
being completed which he has accepted. I have also...
provided [redacted] with my
direct contact information and explained that I will personally keep an eye on
his order to ensure we get this remaining item to him as soon as we are
physically able to provide it.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
I am very sorry for the disappointment you are experiencing with
your bonded leather set. I assure you that Bobs Discount Furniture cares very
much to satisfy all our customers and we stand behind the quality of our
products even after the expiration of our...
one year guarantee period. The
protection plan you purchased called ‘[redacted]’ is managed thru a third party
company and as it’s name illustrates offers coverage against most in home
accidents.
Bonded Leather offers the look of luxury at a much more affordable price point
and as its name depicts, bonded leather is real leather that is adhered (or
bonded) to a fabric backing with a strong adhesive. Over time and with any
amount of usage the heat from our bodies and friction from use causes expansion
of the molecules that join the bonded leather to the fabric backing. Bonded Leather is manufactured the same
way industry wide and peeling over time is not isolated to the bonded leather
products we sell at Bobs Discount Furniture. Bobs Discount Furniture believes in
transparency and in every single one of our showrooms we maintain a placard
with the material make up of each living room set. The fact that this
merchandise was made from 100% Bonded Leather – everywhere your body touches
was displayed along with this set and available for any consumer’s review
during your time of purchase.
If you continue to purchase/maintain bonded leather furniture in
your home regretfully peeling can occur based on the nature of this material’s
manufacturing process. You have had this set for over three years and in
that three year period our records indicate that you have not reported any
issues to us before now. The Bobs warranty on your merchandise expired over
three years ago and as this concern does not stem from a factory defect in the
product’s workmanship and is viewed as normal wear and tear industry wide, it
is should be understandable as to why we would have no recourse to offer you as
the retailer in this situation.
As an extreme courtesy and in your case alone we are willing to
make you a one time extreme courtesy offer. As indicated within the facts above
it is not our responsibility as a business to take ownership for this type of
damage and this offer should not be anticipated by other consumers as
the proper form of response for a bonded leather concern.
If you would like to reselect to a different set, made of a
different material that may fit your furniture needs better we can offer to
credit you 70% of the original cost you paid for both the Sofa and the Loveseat
from your ‘[redacted]’ set. In the interest of fairness we would ask that if you
want the new furniture you select to be delivered you cover the cost of that
service as delivering the merchandise has always been a charge we maintain
separate from the cost of our merchandise.
We are unable to offer to remove or dispose of the current Sofa
and Loveseat you maintain in your home.
Please let me know if this option for resolution is acceptable to you and I
will process the necessary paperwork and have our retail location contact you
to make you aware of your available credit.
Good Morning Revdex.com,
Please pass on our sincerest apologies for the frustrations the
damaged product and multiple deliveries has caused our customers. It is never
our intention to fail our customers and we assure our customer that we want to
earn their trust back in our business. Our ability...
to take ownership for our
mistakes and make it right by our customers has helped us grow to be the 15th
largest furniture store in the U.S.
This customer’s account reflects that we are scheduled to
re-deliver a factory fresh model of the Power Sofa on 4.08.2015. 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 have taken full responsibility for the damages that may have occurred at the
factory overseas or during the extensive transit the merchandise endures prior
to arriving to our customer. After we have made the concerns right we are happy
to discuss providing a further form of our apology to our customer for the
inconvenience and aggravation our failures have caused.
While it is not normal procedure to do so, we do acknowledge why
this individual customer is seeking a refund at this time and truly wish to
satisfy our customer’s demands; working above and beyond whenever we can.
I have notated the customer’s account that should the delivery on 4.08.2015 fail for any reason (that
is our fault) leaving the customer still
unsatisfied then a removal of the
furniture for a refund to the original method of payment is approved.
We do ask that the customer provide us with the opportunity to satisfy their furniture
needs on 4.08.2015 because while it seems like an easy fix, removing furniture
for a refund takes much more time than most customers realize, ultimately leaving
the consumer with no furniture and no refund for an extended period of time.
The make up of our inventory and accounting system does not allow for any
refund to be released back to an original method of payment until the returning
merchandise has been fully checked into one of our distribution centers. This process
can take a couple days after the pick up actually occurs and the replenishment
of funds back to a credit card takes more time for the fact that we release the
money and then the bank the credit card is thru must allocate the funds and
make them available to the customer again.
We sincerely wish to avoid any future occurrences of failing our
customer and look forward to delivering their working, showroom condition,
power sofa on 4.08.2015.
As the property claim is
being handled by the trucking company that caused the damages, this customer
can expect follow up from that third party and not Bobs Discount Furniture
directly. Per our contractual agreements with this trucking company they are
owed a fair chance to process resolution on their claim prior to Bobs Discount
Furniture asserting ourselves into a situation where it is most likely
unnecessary.
For the customer’s records their claim for property damage is
being directly handled by the following third party:
[redacted] – Main number: [redacted] or Amber (the claim’s
representative) can be reached at [redacted]
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
Our offices are in receipt of this rebuttal on 4.15.2015 and are
responding on the same date as receipt.
This customer’s merchandise is experiencing a factory defect
within warranty and our business has offered multiple routes for resolution by
taking responsibility for this defect. Furniture today is built on an assembly
line at the factory, like any other furniture retailer (or any other business
for that matter) regretfully there are sometimes products that come off of the
assembly line with defects. It normally does take time for any defect in any
product to show up and we stand behind the quality of our product and make it
right by our customers with fair and adequate options for resolution. The fact
remains that just because one product is manufactured with a defect it does not
make the entire product line or the entire inventory of our store defective.
We still do have this set available for an even exchange (should
the customer prefer) and per the guidelines expressed and signed by the
purchaser at the time of sale we are able to offer a replacement for non
defective merchandise under the warranty period. The warranty is being honored
and we stand behind the resolution(s) we have already set forth as the most
fair and adequate resolutions available for this customer’s concern.
Kindest
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
We are very sorry for any confusion that has been rendered as a
result of the conversations held with our agents. During the time of sale (in
OCT of 2014) we sold and delivered this customer the exact model of furniture
that we displayed, disclosed (there is a placard of...
material makeup in front of
each living room on our sales floors) and I am assuming sat on by the customer.
Sometime after the customer took possession of this merchandise
the vendor and most of the furniture industry in its entirety (not Bobs
Discount Furniture directly) decided to start manufacturing living room seats
with the inclusion of memory foam and not just high density foam. We were
advised by many of our vendors that they would be sending new sets with this
memory foam seating and then our floor models were swapped out. There is absolutely
no reason why a memory foam seat would “sag” and high density foam would not “sag”.
If there is "sagging" present in the merchandise that shouldn’t be it
is most likely related to a factory defect and not the specific type of foam
that is used. Our business has been selling sets and carrying warranties on
high density foam seats for over twenty years. There are literally millions of
customer around the United States that maintain high density foam cores with no
factory defect present in their living room furniture. Again, our business does
not deceive our customers and this consumer was delivered the exact model
selected during their time of purchase.
This customer’s merchandise is experiencing a factory defect
within warranty and our business has offered multiple routes for resolution by
taking responsibility for this defect. Furniture today is built on an assembly
line at the factory, like any other furniture retailer (or any other business
for that matter) regretfully there are sometimes products that come off of the
assembly line with defects. It normally does take time for these defects to
show up and we stand behind the quality of our product and make it right by our
customers with fair and adequate options for resolution. The fact remains that
just because one product is manufactured with a defect it does not make the
entire product line or the entire inventory of our store defective.
The customer is able to receive one of the following options for
resolution and is asked to contact our Customer Care Call Center ([redacted])
when they are ready to move forward with resolving their concern:
-
We will ship new seating (as the vendor makes
the set with memory foam now, of
course the customer can expect to receive memory foam seats)
OR
-
We will exchange the set for a factory fresh
version (as the vendor makes the set with memory foam now, of course the customer can expect to receive memory foam
seats)
OR
-
The customer will be provided with a store
credit (based on purchase price) and given a timeline of two months to re visit
our showroom and pick out a set that they believe will better suit their
standards.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I will agree to keep the scheduled delivery dates if I can at least get refunded for the delivery fee. Also, customer care offered me a gift card of an undisclosed amount after the completion of my delivery, would it come with the delivery guys or mailed to my house after?
Thanks for the quick response. I understand mishaps happens and I respect that your are taking some form of responsibility.
Sincerely,
[redacted]
Good Afternoon [redacted],
I apologize that you have been waiting so long to get this part
for your speaker cover on this fireplace. I assure you that we have been doing
everything in our power to get this part for you from the vendor who makes this
fireplace. I am also very sorry for the...
confusion that we caused on the
shipping time of the part and I thank you for your extreme patience with us. As
of today (9.18.2014) I have spoken with one of our Store Managers who assured
me that we have made this failure right by you. Our records indicate that we
are sending an entire new fireplace out from our distribution center so that
you can get the speaker cover part you have been waiting on. We apologize again
for any frustration that this product has caused you and we truly appreciate
your business.
Kind Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
Please pass on our thank you to the customer for sending thru
the pictures associated with her claim.
As indicated in our previous response leather or vinyl cracking or
peeling, seam slippage/ separation, and stress tears are not covered
occurrences under the [redacted] Protection plan. Regretfully we will not be
able to dispute this claim for the customer with the [redacted] company at this
time. Our sales associates are expected to provide a general overview of the
protection plan at the time of purchase and just like many other protection
plans sold on automobiles, electronics, and appliances there are going to be
exclusions to coverage to keep the plan fair for all customers alike.
The
customer’s one year guarantee period directly thru Bobs (this would be listed
on the sales invoice sheet) has long been expired. The expiration of the
factory defect guarantee occurred on 10.12.2013, over a year ago, and our
records show no report of concern for any defect on the sofa or loveseat within
the original warranty period.
As a
business completely separate from the protection plan the customer selected to
purchase we do care very much about making an effort to satisfy our customers
in a fair and adequate manner.
As an
extreme courtesy we are willing to offer this customer a one time option for
reselection (store credit to pick a different set) at a prorated percentage.
Please see below for the option outline, should the customer wish to accept
this offer they can respond to us via this Revdex.com channel as ‘Satisfied’. We will
have a retail representative reach out to the customer to make them aware of
their active credit after the Revdex.com claim has been fully closed.
Option for resolution:
We will provide the customer with 75% store credit
based on the price paid to us for the sofa/loveseat (Credit = $1485.16).
This store credit will allow the customer to reselect to a different set whose
material makeup may fit their needs and longevity expectations better.
Once they have visited a showroom to make their reselection (within the next
two months) we will expect to remove the current merchandise they have in their
possession on the same date we deliver the new selection.
As an additional apology we will also cover the cost of
any delivery fee associated with the newly selected merchandise (that is
approx. an additional $200.00 savings credit for the customer) should the
customer accept this courtesy offer for resolution.
I look forward to hearing back from the customer and
apologize again that they have spent any of their valuable time on solving
their furniture concerns.
Kindest Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Complaint: [redacted]
I am rejecting this response because:I have tried for a few days to call the 800 number that was provided to me in the response letter from the customer service department at Bobs. To no aveil it is a busy ever signal time, go figure. There is also a complaint at the Bobs store about the sales associate and we also complained about Gaurdian"s warranty plan back in October when we first received our love seat, couch, chair, and table. We did not only call to complain we also went down to speak to the sales associate in person. I need the love seat fixed it is only going to get worse or I want our $200.00 back, one or the other. I feel my husband and I have been taken advantage of Big Time and that's wrong in e ER wat possible. Bobs store had no problem taking our money and making that sale so they need to except responsibility on their associate's behalf and do the right thing and fix our issue.
Sincerely,[redacted]
[redacted]
Good Morning Revdex.com,
We apologize that our customer remains so dissatisfied and we
apologize again for the inconvenience the delay in delivery caused our
customer. We would never intentionally provide a customer with incorrect
information and we do take ownership for any failures that occurred in our
ability to communicate an accurate delivery window to our customer.
As a further form of apology we can offer to mail our customer a
Bobs Discount Furniture Gift Card in the amount of $25.00. 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. Should the customer wish not to
provide us with another opportunity to deliver merchandise we can understand
the reasons why in this scenario and have several cash and carry items that can
be taken from our Showrooms or pit locations as our free gift of apology with
use of this gift card.
Should this customer wish to accept this apology offer please ask
that they respond to this Revdex.com channel as ‘satisfied’ and we will mail out the
Bobs Discount Furniture gift card within the next 7-10 business days to:
Name:
[redacted]
Address:
[redacted] [redacted]
[redacted]
Good Afternoon Revdex.com,
Please pass on our apologies to [redacted] for the frustration
he has experienced with his purchase from us. We have tried to call [redacted] directly several times in the past two days and have been unable to reach him
to discuss this matter further. We have sent...
a written communication directly
to [redacted]s email address today (10.8.2014) in another effort to help him
resolve the concern he has with his dining room furniture.
Our records indicate that one of the chairs has suffered
animal damage from a pet and we were unable to repair that damage on 9.20.2014
due to the nature of its occurrence.
We have placed a store credit in the system for our customer
that represents the cost he paid on 5 of the 6 dining chairs and the table. We
are willing to work with our customer in getting him a dining room set that
fits his needs; we are just not able to accept merchandise back that has
suffered animal damage.
We ask that [redacted] respond directly to the [redacted] that is assigned to his case and has emailed him [redacted] should he have any questions about this store credit, selecting his new merchandise
or the removal of the 5 chairs and table from his residence.
Good Afternoon Revdex.com,
We sincerely apologize for the frustration and aggravation
our customer cites to have ensured during our attempt at delivering merchandise. I can certainly empathize to our customer’s
point of view in this matter however it is also important that we consider...
our
delivery team’s point of view during this interaction.
It does not benefit our delivery team in any way to not
deliver merchandise they have on their run. Our teams are compensated by stops completed
and when a stop is coded as a ‘no fit’ it is viewed company wide as a negative
mark on their abilities. Along with now having to work around that merchandise
for the rest of their day (this was only the team’s second stop out of
fourteen), the team is also responsible to safely off load that merchandise to
a return trailer prior to leaving for the day. It is also important to
understand that when delivering to an apartment complex and causing any type of
damage (even a minor scratch on a wall) the delivery team is heavily penalized
and monetary funds are usually deducted from their check to reimburse building
owners for damage repairs. Again, not delivering merchandise is more of a
hinder than a help to any driver. We do not feel our drivers would ever purposely
elect not to deliver product.
We stand behind our delivery team’s determination that there
may have been damages caused to the merchandise or to the building by making
this delivery. As a retailer we have no way of verifying if there were any
damages caused during the transit and carriage of this merchandise into the
customer’s apartment building during the pick up. It has been several days
since the customer completed this transfer on their own and we cannot fully
base our offer of apology on the customer’s perception of what occurred during their
own transit of the product. While we are sorry that the customer needed to pick
up the merchandise at all regretfully we cannot take responsibility for the day
selected to go pick up the merchandise and weather conditions that were present
in that area on this day. As a business we do not deny that by our customer’s assessment
our delivery service failed this attempt so we refunded the original delivery
fee paid to us. This is a fair and even resolution for such an occurrence.
We have already offered this customer a further form of
apology.
Our records indicate that as of 12.01.2014 our retail
location processed a Bobs Discount Furniture Gift Card request in the amount of
$100.00. The ottoman is also being sent to the [redacted] Bobs Store for pickup
(it’s a smaller item and the showroom is only built with a small amount of
additional space for extra merchandise) and will not need to be retrieved from
the [redacted], NJ warehouse location.
We apologize to our customer again for the frustration and aggravation
this process has caused.
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.
Option # 2
Sincerely,
[redacted]
Hi Revdex.com,
Thank you for helping us out to resolve the issue. I would like to thank 'BOB Discount Furniture' for coming forward to resolve this issue.
If I am facing towards ARM Chair the left ARM is broken, so could you please order this ARM for my ARM Chair.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thanks,[redacted]
Good Morning Revdex.com,
Our records reflect that we are scheduled to service this
customer’s product on 4.29.2015 for the concerns listed here.
The customer’s Goof Proof Plus Plan is made up of two
different portions as fully indicated on our sales receipt and informational
sales flyer....
Bobs Discount Furniture covers factory defects while a company
called Guardian Protection Products covers many occurrences of in home
accidental damage. For obvious reasons
when speaking with Guardian the customer must report an accidental occurrence in
order to gain accidental coverage resources. This consumer initially contacted
Guardian, reported their concerns and was denied directly by Guardian, not Bobs
Discount Furniture.
In the future we recommend the customer contact Bobs
Discount Furniture first and in the case we must refer the customer to Guardian
for accidental occurrences we have an internal transfer line set up for these
type of rarities. We look forward to servicing this customer’s merchandise
under the factory defect coverage guidelines on 4.29.2015.
Thank You,
[redacted]
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good Afternoon Revdex.com,
Please pass on my apologies for the disappointment our
customer is experiencing with the product she selected. I assure our customer
that we have been addressing this concern to the best of our ability since we
were made aware of it. While this furniture was bought...
at a Bobs Discount
Furniture location and Bobs has been offering the customer service on this
product we have not collected direct revenue from [redacted] because she entered
into a ‘leasing agreement’ with a third party company named ‘[redacted]’.
This customer is currently paying a monthly fee to the ‘[redacted]’ company
to lease this product. This is clearly stated on the paperwork [redacted] signed at
the time of sale along with the specific number of payments [redacted] will have to
make in order to fully own this product. Bobs Discount Furniture is not
permitted to make offers of credit to ‘[redacted]’ customers unless there
is a manufacturing defect present within their merchandise. We have been out to [redacted] residence several times and have not been able to properly inspect her
bed to determine if a defect is even present.
I am honestly very perplexed by the nature in which this
complaint has been filed with and I have listed the history our records
indicate (below) for your review. I believe just listing this history will
address many of the customer’s statements however it also presents a few questions
that I request you pass along to our customer. Due to the nature of this
complaint and the overall history with the last month feel it pertinent that
all responses between the customer and Bobs remain in a written form.
Date of Delivery: 11.07.2013
First Report of Concern: 8.25.2014 – The customer
told us that the mattress was sagging and that the bed
(headboard/footboard/railings) was loose and shook a lot.
Please note: The bed had
previously been used for 9 months with no report of concern.
First visit to customer’s residence (the next day):
8.26.2014: Our technician reported that there was no apartment number
listed on his paperwork. The technician called us and said that he knocked on
all three doors within the building and only the folks on the third floor came
to the door stating they were not expecting a service. We then called the
number that was placed on this account during the time of sale by the customer (###-###-####)
and we were unable to speak with anyone or leave a message.
Question for the customer: If
this is the day where you are stating that you saw our technician’s vehicle,
the dog was barking, and he was coming from the third floor why did you not
flag him down and explain that you were the person expecting service or answer
the door when we initially knocked?
The following day -8.27.2014: Our records clearly
indicate that the customer called us and reported the same scenario she had on
8.25.2014, we scheduled another service visit (with customer on the phone) to
her home to help with this concern on 9.04.2014.
2nd Attempt at service – 9.04.2014: Our
technician arrived to the residence and could not get into the building as the
main entrance was locked at this time. The technician called into our office to
report this and we attempted to call the number we have on file for this
customer (###-###-####) twice, our records indicate that we left two messages
for the customer as well. We were forced to move our technician on because we
were unable to gain access to the residence to perform the service.
Question
for the customer: Should we be updating the phone number you have listed on
this account as it differs from the one you have listed to the Revdex.com?
9.08.2014-Attempted to call customer from our Customer
Care Office to reschedule service appointment as we had not heard back from her:
Our records indicate that this call was made at 8:09pm to (###-###-####)
and someone picked up the phone and hung up on our caller.
9.10.2014-Attempted again to call customer from our
Customer Care Office to reschedule service appointment as we had not heard back
from her: Our records indicate that this call was made at 2:25pm to (###-###-####)
and we left a message on the machine for the customer asking for her to call us
back and reschedule.
Question
for the customer: Should we be updating the phone number you have listed on
this account as it differs from the one you have listed to the Revdex.com?
9.15.2014: Our records clearly indicate that the
customer called us and reported the same scenario she had on 8.25.2014 &
8.27.2014. We scheduled another service visit (with customer on the phone) to
her home to help with this concern on 9.20.2014.
Please
note: This is the logged call and proof that the agent “[redacted]” was referring
to when she explained to the customer she had called us five days prior to the
20th.
3rd Attempt at service – 9.20.2014: Our
technician arrived to the home and reported to us that the entire bed
(headboard/footboard/railings/mattress) had been disassembled and pieces of the
bed were lying up against the wall. Our technician had to be moved on as there
was no way for him to complete a repair or determine a defect in the bed or
mattress. A technician cannot correctly reassemble a queen size bed on his own,
which is why we send at minimum a two man team out to make deliveries and assemblies.
Please note: We have no way of determining
if there is a factory defect within the bed or an issue with the way we
assembled it unless it is in the same condition as we left it on 11.07.2013.
There is also no way to correctly measure if a mattress is sagging or is
defective unless that mattress is receiving the proper support of a bed frame. Please
also let it be known that this customer never disclosed in any previous
conversations with us that the bed was not assembled nor was she instructed by
us to disassemble her bed. As we had not been permitted inside the residence,
other than the initial assembly of the bed in Nov. of 2013, we have no idea how
long this bed had been unassembled for.
Customer called us back on 9.20.2014 (Later that same
day): At approximately 6:50pm the
customer called and reported to us ‘Bed rails are very loose and wobbly’. Again
we scheduled another service appointment with the customer. This service is
scheduled to occur on 9.27.2014 (this Saturday) and the original number the
customer provided us (that hasn’t been working) remains the only number on the
account. I am going to alert the service order with the phone number the
customer has listed to Revdex.com as a precaution. We are scheduled to arrive to the
residence in between the time window of 10:51am – 12:51pm on 9.27.2014.
Question for the customer: Is the bed
currently reassembled to the state it was in prior to it being unassembled in
your home? If the bed is in the same condition it was previously in on
9.20.2014 we will be unable to determine if the bed or the mattress is
defective and we will be unable to try and help our customer move forward on
resolving this concern.
We sincerely wish to help our
customer and have been diligently trying to assist her in resolving her concern
since the moment it was reported to us. I apologize to our customer again for
her disappointment in the product; we must be able to determine that there is a
factory defect present on this bed in order to move forward with this concern.
As per the warranty guidelines we will service this bed to manufacturing standards,
if the bed is deemed unrepairable by a factory trained service technician we
will offer a replacement under the warranty at that time.
Good Afternoon Revdex.com,
I am truly sorry and very confused by this customer’s
responses.
I cannot move forward in helping this consumer should the
request for accidental description not be granted. I have not asked this
customer for pictures as I have those (posted to this claim) and have
continually asked for the customer to indicate what happened to this table to
cause this extent of damage.
As this customer felt it necessary to escalate his concern
to the level and mediation of the Revdex.com I truly feel that written communication
is the best way to offer Bobs and the customer a fair point of view regarding
this scenario.
I request for a third time to please be provided with his description
of the accident he expects his [redacted] to cover so that we can help the
customer move forward.
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Good Afternoon Revdex.com,
Regretfully this customer’s rejection response leaves a lot
of information to be desired.
Our records indicate that the customer has yet to call our
customer care offices to report any details of the property claim they
initially complained on and they have disclosed no further details about the
claim within their response sent today (4.15.2015). These are time sensitive claims as
they involve insurance reporting and follow up so it is recommended that the
customer contact our offices as soon as possible should they wish to move
forward with their Property Claim request.
In regards to the delivery scheduled for 4.22.2015, I
apologize if my response was at all unclear in indicating that the ‘White Glove’
inspection process is a separate process completely from the previous delivery
attempts and offered inspection processes. We have escalated this customer’s
concern and upcoming delivery to the highest levels available within our
organization and the delivery companies we work with. We are still looking
forward to making the customer’s original concern right by working at full
capacity to make this the final successful attempt.
Also proffered in our previous response is an outlet should
the customer continually disagree with our efforts for the attempt scheduled on
4.22.2015:
Should the
customer wish to discuss other options for resolution based off the items they
maintain in the home we are open and willing to work with our customer to gain
their satisfaction. We certainly don’t want our customer to feel as if they are
being forced to take continued deliveries of damaged products. We never expect
or anticipate disappointing our customers, let alone on multiple occasions and
should this type of delivery be the norm for us we obviously would not be
continuing to grow as an organization. Other offers the customer may be
interested instead of the fourth delivery attempt include the discussion of
scheduling a factory trained repair professional to the residence or a discount
offer off the price paid for the damaged items to keep them in their current
condition. Of course our main objective (as indicated above) is to make this
failure right and provide our customer with the merchandise they have selected
in its expected showroom condition. It is important to us that our customer
knows we have other options to offer should they feel necessary to initiate
these types of discussions.
Kindest
Regards,
[redacted]
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because: I have already explained that at the time of sale I was told by sales representative that it's Bob Discount who covers.And as I explained its a great dishonesty at the part of such a large business that they orally say something and on the documents some thing else, not only that their brochure are misleading as its shows that I have covered you by Mr. BOB and the same has been shown by sales people when they are selling insurance.Now the business is giving lame excuses and legal reason to keep herself away from the commitment made at the time of sales.We never imagined this would happen. still looking a positive response that somebody sensible would contact me to resolve my issues with the merchandise instead of giving same excuses.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I NEVER spoke to any one about not having my credit card number on 11/09/2014 . I have a voice mail from BOB's finally after contacting Revdex.com requesting that I call them. Two months of trying to get a refund from them while I was in the store. They never asked for my credit card, I was always told it will be done later. I was put off many times. And to say that they spoke with me is a lie. This company is untrustworthy and I want my money back. I am putting in a dispute with my credit card company as fraud from BOB's as they have lied over and over again. I will send there check back as I did not agree on the price that I deserve. $369.98 is the price that will stop this madness. And BOB's will never hear from me again.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
I called and spoke with [redacted] directly today (4.01.2015)
and conveyed our apologies to him for the frustrating experience he has had
with us thus far. We have made [redacted] a compensation offer prior to his sale
being completed which he has accepted. I have also...
provided [redacted] with my
direct contact information and explained that I will personally keep an eye on
his order to ensure we get this remaining item to him as soon as we are
physically able to provide it.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon [redacted],
I am very sorry for the disappointment you are experiencing with
your bonded leather set. I assure you that Bobs Discount Furniture cares very
much to satisfy all our customers and we stand behind the quality of our
products even after the expiration of our...
one year guarantee period. The
protection plan you purchased called ‘[redacted]’ is managed thru a third party
company and as it’s name illustrates offers coverage against most in home
accidents.
Bonded Leather offers the look of luxury at a much more affordable price point
and as its name depicts, bonded leather is real leather that is adhered (or
bonded) to a fabric backing with a strong adhesive. Over time and with any
amount of usage the heat from our bodies and friction from use causes expansion
of the molecules that join the bonded leather to the fabric backing. Bonded Leather is manufactured the same
way industry wide and peeling over time is not isolated to the bonded leather
products we sell at Bobs Discount Furniture. Bobs Discount Furniture believes in
transparency and in every single one of our showrooms we maintain a placard
with the material make up of each living room set. The fact that this
merchandise was made from 100% Bonded Leather – everywhere your body touches
was displayed along with this set and available for any consumer’s review
during your time of purchase.
If you continue to purchase/maintain bonded leather furniture in
your home regretfully peeling can occur based on the nature of this material’s
manufacturing process. You have had this set for over three years and in
that three year period our records indicate that you have not reported any
issues to us before now. The Bobs warranty on your merchandise expired over
three years ago and as this concern does not stem from a factory defect in the
product’s workmanship and is viewed as normal wear and tear industry wide, it
is should be understandable as to why we would have no recourse to offer you as
the retailer in this situation.
As an extreme courtesy and in your case alone we are willing to
make you a one time extreme courtesy offer. As indicated within the facts above
it is not our responsibility as a business to take ownership for this type of
damage and this offer should not be anticipated by other consumers as
the proper form of response for a bonded leather concern.
If you would like to reselect to a different set, made of a
different material that may fit your furniture needs better we can offer to
credit you 70% of the original cost you paid for both the Sofa and the Loveseat
from your ‘[redacted]’ set. In the interest of fairness we would ask that if you
want the new furniture you select to be delivered you cover the cost of that
service as delivering the merchandise has always been a charge we maintain
separate from the cost of our merchandise.
We are unable to offer to remove or dispose of the current Sofa
and Loveseat you maintain in your home.
Please let me know if this option for resolution is acceptable to you and I
will process the necessary paperwork and have our retail location contact you
to make you aware of your available credit.
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Good Morning Revdex.com,
Please pass on our sincerest apologies for the frustrations the
damaged product and multiple deliveries has caused our customers. It is never
our intention to fail our customers and we assure our customer that we want to
earn their trust back in our business. Our ability...
to take ownership for our
mistakes and make it right by our customers has helped us grow to be the 15th
largest furniture store in the U.S.
This customer’s account reflects that we are scheduled to
re-deliver a factory fresh model of the Power Sofa on 4.08.2015. 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 have taken full responsibility for the damages that may have occurred at the
factory overseas or during the extensive transit the merchandise endures prior
to arriving to our customer. After we have made the concerns right we are happy
to discuss providing a further form of our apology to our customer for the
inconvenience and aggravation our failures have caused.
While it is not normal procedure to do so, we do acknowledge why
this individual customer is seeking a refund at this time and truly wish to
satisfy our customer’s demands; working above and beyond whenever we can.
I have notated the customer’s account that should the delivery on 4.08.2015 fail for any reason (that
is our fault) leaving the customer still
unsatisfied then a removal of the
furniture for a refund to the original method of payment is approved.
We do ask that the customer provide us with the opportunity to satisfy their furniture
needs on 4.08.2015 because while it seems like an easy fix, removing furniture
for a refund takes much more time than most customers realize, ultimately leaving
the consumer with no furniture and no refund for an extended period of time.
The make up of our inventory and accounting system does not allow for any
refund to be released back to an original method of payment until the returning
merchandise has been fully checked into one of our distribution centers. This process
can take a couple days after the pick up actually occurs and the replenishment
of funds back to a credit card takes more time for the fact that we release the
money and then the bank the credit card is thru must allocate the funds and
make them available to the customer again.
We sincerely wish to avoid any future occurrences of failing our
customer and look forward to delivering their working, showroom condition,
power sofa on 4.08.2015.
As the property claim is
being handled by the trucking company that caused the damages, this customer
can expect follow up from that third party and not Bobs Discount Furniture
directly. Per our contractual agreements with this trucking company they are
owed a fair chance to process resolution on their claim prior to Bobs Discount
Furniture asserting ourselves into a situation where it is most likely
unnecessary.
For the customer’s records their claim for property damage is
being directly handled by the following third party:
[redacted] – Main number: [redacted] or Amber (the claim’s
representative) can be reached at [redacted]
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
Our offices are in receipt of this rebuttal on 4.15.2015 and are
responding on the same date as receipt.
This customer’s merchandise is experiencing a factory defect
within warranty and our business has offered multiple routes for resolution by
taking responsibility for this defect. Furniture today is built on an assembly
line at the factory, like any other furniture retailer (or any other business
for that matter) regretfully there are sometimes products that come off of the
assembly line with defects. It normally does take time for any defect in any
product to show up and we stand behind the quality of our product and make it
right by our customers with fair and adequate options for resolution. The fact
remains that just because one product is manufactured with a defect it does not
make the entire product line or the entire inventory of our store defective.
We still do have this set available for an even exchange (should
the customer prefer) and per the guidelines expressed and signed by the
purchaser at the time of sale we are able to offer a replacement for non
defective merchandise under the warranty period. The warranty is being honored
and we stand behind the resolution(s) we have already set forth as the most
fair and adequate resolutions available for this customer’s concern.
Kindest
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison