Good Day [redacted],
I am very sorry to learn of your disappointment with your [redacted]. I assure you that this plan is extremely valuable when used
within the appropriate guidelines that the plan denounces. I believe [redacted] and our Customer Care
department truly...
feel that this type of accident was caused by the pet you have
living in your residence. As Bobs Discount Furniture is a separate company
entirely we do not have the authority to overturn [redacted] judgments on claims.
I do apologize that the third party company who manages this plan did not apply
any care and empathy to your case when you initially called and I have reviewed
your case in further detail as well as reviewed the photos you submitted
directly to us.
While I acknowledge why the denial was received from Bobs
Discount Furniture as well as [redacted] I can also clearly see how this damage
could have been caused how your boyfriend depicted. It is also important that I
communicate that this fabric type is commonly known in the furniture industry
to fray and pill over time and this is considered normal wear and tear (not
covered by your protection plan or Bobs Discount Furniture). I do see it
possible that runs appeared in the fabric with many days of normal use occurring
after the initial accident you reported. Again the plan is extremely valuable
as you are getting coverage directly thru Bobs (in addition to the coverage
from [redacted]) against manufacturing defects, as deemed by our factory trained
technicians, for five long years. Should you feel that this plan is useless to
you at this time it is still within your right to cancel it. We give customers
up to thirty days after their date of delivery to contact us and request a full
refund and cancelation on the [redacted] Protection they have purchased. Obviously
I advise you against this because it offers you no benefit as my customer
besides a minimal monetary value in refund. I do feel it is important that you
understand instances like normal wear and tear, along with other exclusions are
not covered and that Bobs Discount Furniture is not at liberty to overturn [redacted] choices in claim denial or approval.
As a one time courtesy I have placed a part order into our system for
you. You will receive a replacement seat casing (the material that is actually
ripped on the chaise) in approximately 4-6 weeks. This casing will arrive to
your address by [redacted] or regular mail and once you receive it you can call us
to install it for you if you’d like.
I apologize for the frustration you have experienced, should
you have further questions or concerns regarding this resolution we ask that
you contact our Customer Care Offices at ###-###-#### (6:30a -8:00p/Mon –Sat).
Kind
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Complaint: [redacted]
I am rejecting this response because:I have the original warranty paperwork and it clearly warrants :"accidental stains, damages on leather, fabric and vinyl ... Even with careful use furniture can get get damaged.""rips, tears, cuts, burns & punctures"As the pictures I provided clearly demonstrate, the chair is "ripped, torn and punctured".I have a damaged chair that needs to be repaired in accordance with the warranty.Either honor the warranty and fix the chair or I can return the chair to the store and accept a full refund of $448.99.Sincerely,
[redacted]
Good Morning Revdex.com,
We are in receipt of this rebuttal on 4.15.2015
and are responding on the same date.
Our records indicate that as of 3.29.2015
the customer accepted the resolution offer we provided for the replacement
items.
At this time we would consider this
concern closed as resolved.
Thank You,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because: This is the only furniture which can match our room floor and closet,but this furniture set has a lot of issues and we had a bad experience.If we can get the same one or different we might have the same problems.So if we can get our money back that will solve our issue and problem.The store credit will not solve our problem and issue.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: yes, we have a footboard, what we do not have are any of the necessary components for setting up the drawers or securing the tracks for the drawers, perhaps they are meant to magically hover beneath the bed, but I think not. I have explained this more times than I wish to count. It has also come to light that the rails we were sold do not actually work for this bed, as they don't reach the ground. I restate my original suggestion to resolve this: allow me to return the bed and miscellaneous pieces I've purchased in exchange for a new bed with all the appropriate parts.
Sincerely,
[redacted]
Good Afternoon Joseph,
I apologize that your original bed was delivered and
built with a factory defect. I further apologize that in our quest to make this
defective product failure right by you, you have been enduring such a poor
delivery/service experience. Bobs Discount Furniture...
truly appreciates our
customer’s business and ensuring our customer’s satisfaction. I assure you that
Bobs Discount Furniture cares very much for this concern and our intention was
never to create continued inconvenience for you or your wife during this Bobs experience.
Bob’s prides itself on providing our customer
quality service and the best value product for the price. Our primary focus is
on ‘Making It Right’ so that our customer is satisfied with the product that
they have purchased from us. While we pride ourselves on making our failures
right by our customers, we do recognize that we have failed you and that you
have not received the typical satisfactory Bobs experience overall. While it is
not normal procedure to do so we can approve processing a monetary refund of
$100.00 to your original method of payment. We can provide you with the
remaining $50.00 (of your delivery fee) in the form of a Bobs Discount
Furniture Gift Card. We sincerely want to earn your trust back in our business
and providing you with the opportunity to receive a valuable cash and carry
item or a $50.00 discount off of a future purchase is an offer that we make out
of extreme apology. Regretfully we are unable to offer you a discount on the
current mattress and foundation you have. Your records show no indication of a report
of ‘scratches’ and how these may have occurred as a result of our fault. This
mattress and foundation have been in your possession since 07/31/2014 and we
cannot take responsibility for a damage you allege occurred from our employees
without a detailed report being made to us on the date of occurrence. If you
can provide pictures and evidence indicating how we are at fault for these
‘scratches’ I can look into pursuing this further on your behalf. Further discounting
Product affects your warranty status through the bedding manufacturer directly
(not Bobs) as well and we do not find it to be a good and caring decision to
void out a customer’s 18 year non prorated warranty status simply to provide
them with a monetary amount they determine fit.
Again I apologize to you that you found our initial
offers of further apology unsatisfactory. Please let me know through this Revdex.com
channel if you would like to accept our final offer of compensation. If so I
will process the necessary documents and have our retail location reach out to
you to complete the $100.00 refund. The $50.00 Bobs Discount Furniture Gift
Card can be mailed to your residence or processed electronically onto your cr account that already exists within our records.
Kind
Regards,
[redacted]
Bobs
Discount Furniture
Customer Care
Corporate Liaison
Good Afternoon Revdex.com,
Please consider that this customer entered into a financing
agreement with [redacted] directly and Bobs Discount Furniture provided
documentations and expressed this in writing at the time of s**e. Any amount of
interest or financing charges is not under the...
discretion of Bobs Discount
Furniture to charge or remove. The customer would need to speak to the
financing company directly for further information on credit reporting and
interest charges as Bobs Discount Furniture is the retailer, not the
financing company.
**so expressed to the customer at the time of s**e were our
guidelines for refunds and cancelations. The sales invoice clearly indicated to
the customer that as a business we do not permit any return for cancelation of
merchandise once the merchandise has been accepted into the customer’s possession.
We made major
exceptions in this scenario to work above and beyond our expressed policies to
address this customer’s individu** needs in relation to the power bob bed
adjustable base.
Our records indicate that this customer originally charged a
tot** of $1953.06 to their financing account.
Our records indicate that we have refunded a tot** of
$1803.07 to the customer’s financing account.
The difference in between these two amounts is equal to the
origin** delivery charge associated with the origin** completed delivery that
the customer would still be expected to pay of $149.99.
If the customer is getting and/ or receiving a payment
request for $149.99 from [redacted] our records indicate that it would be
related to the delivery charge of $149.99. Bobs Discount Furniture took this
merchandise back and refunded the financing account for the merchandise, the
merchandise that was taken from the customer’s home could not be re sold and therefore
we lost an immense amount of revenue as a company in an effort to please our
customer. As the customer has disclosed the merchandise was returned strictly
to an event outside of our control and the merchandise had no defects or failures
on the part of our business authorizing this return. Again- as we worked above
and beyond our expressed policies to satisfy this customer’s needs as in individual and did not fail the customer on delivery it is reasonable that the customer is
expected to pay the origin** (agreed to and acknowledged) delivery fee
associated with their financed purchase.
As another extreme
courtesy I have processed a refund for this delivery charge to the customer’s
financing account in the amount of $149.99. For the customer’s records the
transaction number associated with this refund is [redacted]. It can take up
to one full billing cycle for these funds to show as being refunded on any
financing statement. While we are able to complete this refund as an addition**
courtesy we are unable to take ownership for any interest charged on the amount
of this sales order or delivery fee. The customer entered into an agreement
with a third party company and should payments be neglected under those
agreements that remains a dispute between the customer and financing company, not
Bobs Discount Furniture.
Complaint:[redacted]
I am rejecting this response because:1. My first call to request a refund was within the first 30 days of purchase. I was told that I had to wait 30 days since it was a mattress purchase. As such, I called again when the 30 days had passed. 2. I have read through the three pages of the purchase agreement. Nothing in it defines the boxspring/frame portion of the mattress set as a "foundation". I purchased article[redacted], labeled "[redacted] ([redacted]) MATS". It lists two subcomponents, neither of which is called a foundation. However, they are priced and advertised as a unit under one item number. Since my mattress purchase includes both the mattress and bed, I expect both to be covered by the return/mattress satisfaction policy.3. Your policy states that if I do not re-select another mattress , I will be refunded the full purchase price less the delivery fee. Additionally, your sales staff explained that I could return everything except the mattress covers and the delivery fee when I made my purchase.You pointed out two line items which supposedly clearly explain things, but the problem is that your document is not clear on the return policy for mattress sets. If you want to ensure clarity, then you need to define what is meant by the term foundation. You also need to state that it cannot be returned for refund if a customer chooses not to re-select. Neither of these is stated in your document, giving the impression that the entire mattress purchase is refundable. Adding to the confusion is that your sales staff advertises the exact opposite of what you say the policy is. In fact, they were more than confident that I could return the set if I was not happy. Therefore, I suggest that you educate your staff so that they can help customers make an informed decision.My experience so far smacks of shady business practices and a lack of good customer service. I hope I am reading the situation wrong and that Bob's will do the right thing and refund me the cost of the entire mattress set as promised when I purchased it.
Sincerely,[redacted]
Good Afternoon Revdex.com,
Please pass on our sincerest apologies for the inconvenience the
multiple deliveries and damaged product continues to cause 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. As
the retailer we do take full responsibility for the alleged behavior of the
delivery teams coming to deliver this merchandise and the lack of care our
customer cites to have received from our offices. During the initial delivery
attempt we absolutely allocated stock to our customer’s order and just as we
never anticipated failing our customer initially; we never anticipated a stock
depletion of this set from our distribution center/overseas vendor. The fact is
that when an item isn’t delivered to a customer as planned the entire process
(like a new sales order) must be started over as there is no way to guarantee the
condition of the returning merchandise or its value as a new factory fresh
product.
We are working at full capacity to get our customer the
merchandise they purchased and their account currently reflects deliveries
scheduled for 4.01.2015 & 4.07.2015. If we had any physical capability to
get this merchandise to our customer sooner, we assure the customer we would
accomplish this task.
At this time if the customer is seeking to obtain a refund on the
already delivered merchandise we are willing to work beyond our policies and
make an exception as we obviously have failed our customer in delivering
portions of each set. Should the customer wish to execute this option we ask
that they contact us in our Customer Care Offices to schedule a date for us to
retrieve the merchandise they have. Customer Care can be reached at
1800-569-1284 (Mon –Sat 6:30a -8:00p/ Sun – 10:30am – 7:00p).
Should the customer select to provide us with an opportunity to
make our failures right we look forward to the upcoming deliveries on 4.01.2015
& 4.07.2015 and any form of further apology we are able to offer will be
offered after the failures we have caused have been made right.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning [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.
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 five years and in that five year period our records indicate that you
have not reported any issues to us before now. The Bobs warranty on your
merchandise expired over four 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 (store credit) 50% of the original cost you
paid for the [redacted] sleeper sofa. Your original receipt depicts a cost of
$599.00 of this item alone so a 50% store credit would be equal to $299.50.
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 merchandise 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.
[redacted]
Bobs
Discount Furniture
[redacted]
Good Afternoon [redacted],
I apologize that you have such little faith in our company
and our willingness to help you solve your concerns. I assure you that we care
very much for our customers and always work to offer an option for resolution
that is fair for both parties when all facts...
are considered.
Our records indicate that you first reported the concern
with your living room furniture to us on 8.25.2014, nearly three years after
you received and had been using this merchandise. As you cite this merchandise
started showing this concern very early on it is hard to believe that you let
it go for years unreported. Our records also indicate that you had a service professional
out to your home in August of 2012 for a different concern and our records don’t
indicate that the seams separating were a problem in 2012; we then paid to replace
your product for you as a courtesy even though our service professional determined
that there was no manufacturer defect with your product. We stand behind the
quality of our product and while I agree with the last technician sent to your
home (on 9.10.2014) that your sofa is experiencing these concerns as a result
of many years of use (normal wear and tear) we are willing to make you a fair
offer for resolution that balances both the needs of our valued customer and
our business.
We will offer you a 50% store credit (based on the price you
originally paid for these items) on the 4 piece sectional, the matching
ottoman, and the matching accent chair. We will also offer to cover the cost of
delivering the new set you select and removing the current merchandise in your
home which in all reality is a major cost for any business to offer to incur.
We will also include a prorated (based on years) credit for the Goof Proof Plan
you purchased in this offer.
In regards to the king size bed delivered to you on
10.02.2012 (nearly two years ago), our records show absolutely no report
of any concern on this bed. I checked our service report from our last visit
earlier this month and I couldn’t find any reported concerns regarding this bed
there either. We do not place different versions of the merchandise we stock in
our warehouse in our showrooms. We are a retailer and for an accusation like
this to be true every single vendor we work with, from various parts of the world,
would have to literally build two different models of merchandise to ship out
to the hundreds of retailers they sell to nationwide. Even though we haven’t
determined any defect with this bed and you are just now reporting your concern
in workmanship after several years of use we will offer you the same courtesy
as we have on the living room furniture (50% credit based on the price you paid
for the headboard, footboard, rails, prorated Goof Proof credit based on years,
no new delivery fee on the new sale which includes assembly, and removal of the
current headboard, footboard, and railings you have).
I apologize to you again [redacted] that you are so disappointed in
the product you have purchased from us. If you would like to accept these
offers please respond to me via this Revdex.com channel and I will create the credits
and have our retail location follow up with you directly.
Kind Regards,
[redacted]
Customer
Care Corporate Liaison
Bobs
Discount Furniture
I
apologize that you experienced a product defect with the original table we
delivered to you. I can certainly understand and empathize with your
frustration and assure you that as a business we are seeking to satisfy your
concern to the best of our...
ability.
Most
furniture today is built on an assembly line and defects in workmanship can
occur during the production process. Our goal as a furniture retailer is to
take responsibility for such an occurrence and make it right by delivering you
the product you selected in its expected condition.
We
currently have a resolution in place to provide you with a non defective table
as our records indicate that we have offered to bring you a factory fresh model
of the table you selected.
As
you indicated, our products are guaranteed to be free from defects directly
through our company for a period of one year. On the second page of your
invoice (this is commonly signed by the purchaser prior to leaving the store)
please note that our Service Policy signifies that if our technician determines
that the defect is not serviceable a replacement of the affected item will be
scheduled.
I
apologize that a monetary refund is not an option for resolution pertaining to
your table concern and as a business we have several options for recourse
available to make this right for you. We are happy to schedule the even
exchange or offer you the
opportunity to select another table set from our extensive line up.
As
a retailer our policies and procedures are put in place, disclosed at the time
of sale whether verbally or in writing, and honored in order to keep all things
fair for all consumers alike. We are more than willing to help you resolve this
concern and look forward to being able to schedule an even exchange of your
table or set you up with a store credit for reselection purposes.
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]
**I want to add how very disappointed my husband and I are that these measures had to be taken. We waited very patiently for an unreasonable and unrealistic about of time and received no sympathy whatsoever or concern as to the amount of time waiting being told repeatedly that the part is in [redacted].
In light of not being able to get the [redacted] color, we will opt for the brown and hope that the color is suitable. We would like the exact same set up, the couch and the electric recliner. I am a little turned off at the fact that after two years the manual cable snapped on the couch and am wondering if an upgrade to electric is possible at no charge to the consumer due to the excessive run around we received and lack of professionalism. Please advise as to when this furniture will be picked up and the new furniture received as we have gone months without the ability to recline on one side of the couch which is unacceptable having paid extra for the reclining option. Our number is ###-###-#### and our email is [redacted]. My personal cell is ###-###-####.
We appreciate your support and look forward to an expeditious reply.
[redacted]
Good Afternoon [redacted],
I don't blame you for being very upset with us and on behalf of Bobs Discount
Furniture I extend my sincerest apologies. I know and acknowledge how
unpleasant this entire ordeal has been for you and while I know this is your
Bobs experience I assure you that we...
would not be continuing to grow if all our
customers were met with so much disappointment during such an important
purchase.
Your comments regarding the service you received by our team are very important
and concerning to us. You deserve only the best service, especially when you
visit Bobs and I apologize again that we let you down.
Our records indicate that your refund was fully released from our
internal systems in between the night of 2.21.2015 and the morning of
2.22.2015. I can certainly understand the immediate need to have your funds
back on such a large purchase like this and I feel terrible about any delay
that may have occurred in between our release and your bank’s (or the bank the
credit is thru) reallocation of these funds. Normally we provide customers with
a 2-5 day estimated complete processing estimate because of the fact that even
after we release these funds there is another party involved in getting these
funds back to you. At this time I would expect that the funds have been completely
reallocated to your method of payment, if this is not the case, please feel
welcome to respond back to us via this Revdex.com channel and we will preform more
extensive research with our Accounting Department.
I apologize again for the inconvenience our failures caused you
and genuinely hope that you will provide us with another opportunity to earn
your trust back in our business in the future.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because: the situation was mishandled from the day of the storm on. I called 20 min before asking was my scheduled delivery that was already late by 2hrs after the time was coming to only be told no the truck had made its last stop and I wouldn't have a bed until Monday, nonetheless at that point was offered an appt time for Monday at 7am (I recorded all voice calls for further evidence) and was told I would be placed first stop. This also didn't happen. Then to my surprise upon calling to check my stat on Monday was told they should be to my home by 830 am the truck was already in [redacted] to only call back at 10 am and be told the truck was in [redacted]. Again with all the lies and misleading the business was handled unprofessionally and poorly I will never forget this experience and will never do business with bobs ever again!
Sincerely,
[redacted]
Good Afternoon Revdex.com,
We apologize that the customer remains unsatisfied with the provisions of the protection plan maintained by the [redacted] company.
As previously indicated Bobs Discount Furniture has no contractual connection to this particular claim for damage and has not entered into any agreements with this consumer for the chairs.
This customer did not place her claim for this table with Bobs Discount Furniture directly; she contacted and worked with [redacted] Protection Products Inc. to receive this resolution. These guidelines are clearly outlined on the terms and conditions pages of the protection plan the customer purchased (previously attached).
Please see the 4th bullet point down under [redacted] BRAND COVERAGE:, via page number one of these terms and conditions. If we determine, in our sole discretion that your furniture item cannot be serviced(cleaned) or repaired, we may replace the affected area. If the affectedarea(s) cannot be replaced, you can select a new replacement piece equalin value up to the original purchase price from the retailer from whom thisPlan was purchased.Any and all further discussion or resolution regarding this claim must be processed through the protection plan manager that the consumer originally made her claim with ([redacted] Products Inc. /[redacted] Brand Coverage). In order to keep resolutions fair for all customers alike it is expected that all consumers adhere to the terms and conditions of the coverage plan, this is an understandable business practice that we agree with. Bobs Discount Furniture manages coverage for manufacturing defect concerns and cannot offer recourse on merchandise that currently maintains no determined factory defect.
Thank You,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison %3
Good Afternoon Revdex.com,
I reached out to this customer
directly today (10.23.2014) and left a message for her with my name and direct
phone number. My hope is that she will call me back directly so that I can
ensure her orders are scheduled as they should be and she receives the exact...
merchandise
she expected in good condition. We apologize for any and all inconveniences our
failures have caused our customer.
Thank You,
[redacted]
Bobs Discount Furniture
Corporate Customer Care
Good Afternoon Revdex.com,
At this time we are just as shocked as our customer is that the
part has yet to arrive. We fully confirmed with our vendor that the part was in
transit as indicated in our previous response. I have been trying since
3.20.2015 to get a response from our vendor on where their container shipment
is and have been unable to receive a response back. As originally disclosed our
business did not assemble this item, therefore the replacement shelf was not
needed as a result of our failures, we also verified with our Quality Control
Department that there have been no returning tables as a result of incorrect or
inefficient hardware included with these tables. As of right now, not being able
to procure information about the shipment and the shipment not arriving as we
expressed is most certainly a failure we can and do take ownership and responsibility
for.
In regards to the approved and processed refund on this purchase
part order, this was voided due to lack of follow up on the customer’s part. First
we communicated via Revdex.com how the customer could get this processed immediately
and our records confirm that our retail location attempted to contact this customer
to get the refund fully processed as well. The refund was voided by our
Accounting Department because we are unable to keep open unclaimed money on
accounts. Our records further indicate that a message was left for our customer
on 1.27.2015 advising that the paperwork could be reinstated at anytime after
she contacted us to provide her credit card information.
Should the customer agree to decline the offer of refund on the
cost of the part order we will agree to provide a factory fresh model of this
table to the customer and cover the cost of delivering the new table to their
residence. Should the customer wish to accept this option for even exchange it
is best that they contact our Customer Care Offices directly to schedule the
even exchange date as the availability of the table and/or open delivery dates
is/are subject to change.
In reference to the sofa the customer mentions in this complaint I
am uncertain as to whether our customer needs assistance with this item. In one
portion the customer mentions that they are very happy with the item and then
in another part of the complaint they indicate there is a concern with this
item. Our records show no report of concern being made to us on this item, if
the customer needs assistance under their warranty coverage with the sofa we
are happy to help and just asked to be informed of the concern.
Thank You,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Day Revdex.com,
Our offices are in receipt of this response on 4.15.2015 and we
are answering this claim on 4.15.2015.
In reference to facts:
Our sales invoice (commonly signed by the consumer prior to
leaving our retail location) depicts the following policy:
SERVICE
POLICY
We
guarantee that our new products will be free from factory defects for one year
from date of delivery or pickup. Our mattresses and motion furniture may carry
additional factory guarantees. You must report any factory defects to our
Customer Care team within one (1) year of possession, and a Customer Care
representative will schedule one of our Service Technicians to inspect the item
and service it to factory standards at no cost to you. If the Service
Technician determines that the factory defect is not serviceable, we will
replace the affected item, one time.
Please
note the also expressed policy for returning merchandise:
REFUNDS
AND CANCELLATIONS POLICY
You may
request a full refund on orders for stocked merchandise at any time up until
the time we deliver the merchandise to you or until you pick it up.
As indicated previously the technician located no factory defect and
as we stand behind the integrity of all our technicians and their ability to
provide us with appropriate reports. We continue to stand behind the resolution
set forth and already accepted by the consumer. We have already approved
exceptions above and beyond the agreed upon policy in an effort to meet this
customer’s demands and allegations.
Our business took an extreme loss outside of our policies and
asked only that the customer cover the cost of delivering his new purchase. As
we did not fail this customer on product or delivery it remains fair and
adequate to the resolution offer that should the customer have wanted to
contract a second delivery service (which is a separate cost from the price of
merchandise and has always been represented by our company this way) a delivery
fee be paid.
We are very saddened that our customer cannot understand our
position as a business and see the value in the exceptions we did make to treat
this case as an individual scenario and seek their satisfaction. Our records
indicate the new product was delivered on 4.08.2015 with no further indication
of concern.
Kindest
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
I spoke with [redacted] this afternoon (10.03.2014) and
verified that her concern has been resolved. We are very sorry for any
frustration that we caused [redacted] by improperly informing her that she was
not eligible for a service, especially since her mattress...
remains under a
manufacturing warranty that we are obligated to honor.
[redacted] is currently scheduled to receive an inspection
service to determine if this mattress is defective on 10.07.2014 and I have
provided [redacted] with all of my direct contact information for any future occurrences
of customer care she may need.
Thank you
for the opportunity to make this failure right,
[redacted]
Bobs
Discount Furniture
[redacted]
Good Day [redacted],
I am very sorry to learn of your disappointment with your [redacted]. I assure you that this plan is extremely valuable when used
within the appropriate guidelines that the plan denounces. I believe [redacted] and our Customer Care
department truly...
feel that this type of accident was caused by the pet you have
living in your residence. As Bobs Discount Furniture is a separate company
entirely we do not have the authority to overturn [redacted] judgments on claims.
I do apologize that the third party company who manages this plan did not apply
any care and empathy to your case when you initially called and I have reviewed
your case in further detail as well as reviewed the photos you submitted
directly to us.
While I acknowledge why the denial was received from Bobs
Discount Furniture as well as [redacted] I can also clearly see how this damage
could have been caused how your boyfriend depicted. It is also important that I
communicate that this fabric type is commonly known in the furniture industry
to fray and pill over time and this is considered normal wear and tear (not
covered by your protection plan or Bobs Discount Furniture). I do see it
possible that runs appeared in the fabric with many days of normal use occurring
after the initial accident you reported. Again the plan is extremely valuable
as you are getting coverage directly thru Bobs (in addition to the coverage
from [redacted]) against manufacturing defects, as deemed by our factory trained
technicians, for five long years. Should you feel that this plan is useless to
you at this time it is still within your right to cancel it. We give customers
up to thirty days after their date of delivery to contact us and request a full
refund and cancelation on the [redacted] Protection they have purchased. Obviously
I advise you against this because it offers you no benefit as my customer
besides a minimal monetary value in refund. I do feel it is important that you
understand instances like normal wear and tear, along with other exclusions are
not covered and that Bobs Discount Furniture is not at liberty to overturn [redacted] choices in claim denial or approval.
As a one time courtesy I have placed a part order into our system for
you. You will receive a replacement seat casing (the material that is actually
ripped on the chaise) in approximately 4-6 weeks. This casing will arrive to
your address by [redacted] or regular mail and once you receive it you can call us
to install it for you if you’d like.
I apologize for the frustration you have experienced, should
you have further questions or concerns regarding this resolution we ask that
you contact our Customer Care Offices at ###-###-#### (6:30a -8:00p/Mon –Sat).
Kind
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Complaint: [redacted]
I am rejecting this response because:I have the original warranty paperwork and it clearly warrants :"accidental stains, damages on leather, fabric and vinyl ... Even with careful use furniture can get get damaged.""rips, tears, cuts, burns & punctures"As the pictures I provided clearly demonstrate, the chair is "ripped, torn and punctured".I have a damaged chair that needs to be repaired in accordance with the warranty.Either honor the warranty and fix the chair or I can return the chair to the store and accept a full refund of $448.99.Sincerely,
[redacted]
Good Morning Revdex.com,
We are in receipt of this rebuttal on 4.15.2015
and are responding on the same date.
Our records indicate that as of 3.29.2015
the customer accepted the resolution offer we provided for the replacement
items.
At this time we would consider this
concern closed as resolved.
Thank You,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because: This is the only furniture which can match our room floor and closet,but this furniture set has a lot of issues and we had a bad experience.If we can get the same one or different we might have the same problems.So if we can get our money back that will solve our issue and problem.The store credit will not solve our problem and issue.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: yes, we have a footboard, what we do not have are any of the necessary components for setting up the drawers or securing the tracks for the drawers, perhaps they are meant to magically hover beneath the bed, but I think not. I have explained this more times than I wish to count. It has also come to light that the rails we were sold do not actually work for this bed, as they don't reach the ground. I restate my original suggestion to resolve this: allow me to return the bed and miscellaneous pieces I've purchased in exchange for a new bed with all the appropriate parts.
Sincerely,
[redacted]
Good Afternoon Joseph,
r account that already exists within our records.
I apologize that your original bed was delivered and
built with a factory defect. I further apologize that in our quest to make this
defective product failure right by you, you have been enduring such a poor
delivery/service experience. Bobs Discount Furniture...
truly appreciates our
customer’s business and ensuring our customer’s satisfaction. I assure you that
Bobs Discount Furniture cares very much for this concern and our intention was
never to create continued inconvenience for you or your wife during this Bobs experience.
Bob’s prides itself on providing our customer
quality service and the best value product for the price. Our primary focus is
on ‘Making It Right’ so that our customer is satisfied with the product that
they have purchased from us. While we pride ourselves on making our failures
right by our customers, we do recognize that we have failed you and that you
have not received the typical satisfactory Bobs experience overall. While it is
not normal procedure to do so we can approve processing a monetary refund of
$100.00 to your original method of payment. We can provide you with the
remaining $50.00 (of your delivery fee) in the form of a Bobs Discount
Furniture Gift Card. We sincerely want to earn your trust back in our business
and providing you with the opportunity to receive a valuable cash and carry
item or a $50.00 discount off of a future purchase is an offer that we make out
of extreme apology. Regretfully we are unable to offer you a discount on the
current mattress and foundation you have. Your records show no indication of a report
of ‘scratches’ and how these may have occurred as a result of our fault. This
mattress and foundation have been in your possession since 07/31/2014 and we
cannot take responsibility for a damage you allege occurred from our employees
without a detailed report being made to us on the date of occurrence. If you
can provide pictures and evidence indicating how we are at fault for these
‘scratches’ I can look into pursuing this further on your behalf. Further discounting
Product affects your warranty status through the bedding manufacturer directly
(not Bobs) as well and we do not find it to be a good and caring decision to
void out a customer’s 18 year non prorated warranty status simply to provide
them with a monetary amount they determine fit.
Again I apologize to you that you found our initial
offers of further apology unsatisfactory. Please let me know through this Revdex.com
channel if you would like to accept our final offer of compensation. If so I
will process the necessary documents and have our retail location reach out to
you to complete the $100.00 refund. The $50.00 Bobs Discount Furniture Gift
Card can be mailed to your residence or processed electronically onto your
c
Kind
Regards,
[redacted]
Bobs
Discount Furniture
Customer Care
Corporate Liaison
Good Afternoon Revdex.com,
Please consider that this customer entered into a financing
agreement with [redacted] directly and Bobs Discount Furniture provided
documentations and expressed this in writing at the time of s**e. Any amount of
interest or financing charges is not under the...
discretion of Bobs Discount
Furniture to charge or remove. The customer would need to speak to the
financing company directly for further information on credit reporting and
interest charges as Bobs Discount Furniture is the retailer, not the
financing company.
**so expressed to the customer at the time of s**e were our
guidelines for refunds and cancelations. The sales invoice clearly indicated to
the customer that as a business we do not permit any return for cancelation of
merchandise once the merchandise has been accepted into the customer’s possession.
We made major
exceptions in this scenario to work above and beyond our expressed policies to
address this customer’s individu** needs in relation to the power bob bed
adjustable base.
Our records indicate that this customer originally charged a
tot** of $1953.06 to their financing account.
Our records indicate that we have refunded a tot** of
$1803.07 to the customer’s financing account.
The difference in between these two amounts is equal to the
origin** delivery charge associated with the origin** completed delivery that
the customer would still be expected to pay of $149.99.
If the customer is getting and/ or receiving a payment
request for $149.99 from [redacted] our records indicate that it would be
related to the delivery charge of $149.99. Bobs Discount Furniture took this
merchandise back and refunded the financing account for the merchandise, the
merchandise that was taken from the customer’s home could not be re sold and therefore
we lost an immense amount of revenue as a company in an effort to please our
customer. As the customer has disclosed the merchandise was returned strictly
to an event outside of our control and the merchandise had no defects or failures
on the part of our business authorizing this return. Again- as we worked above
and beyond our expressed policies to satisfy this customer’s needs as in individual and did not fail the customer on delivery it is reasonable that the customer is
expected to pay the origin** (agreed to and acknowledged) delivery fee
associated with their financed purchase.
As another extreme
courtesy I have processed a refund for this delivery charge to the customer’s
financing account in the amount of $149.99. For the customer’s records the
transaction number associated with this refund is [redacted]. It can take up
to one full billing cycle for these funds to show as being refunded on any
financing statement. While we are able to complete this refund as an addition**
courtesy we are unable to take ownership for any interest charged on the amount
of this sales order or delivery fee. The customer entered into an agreement
with a third party company and should payments be neglected under those
agreements that remains a dispute between the customer and financing company, not
Bobs Discount Furniture.
Complaint:[redacted]
I am rejecting this response because:1. My first call to request a refund was within the first 30 days of purchase. I was told that I had to wait 30 days since it was a mattress purchase. As such, I called again when the 30 days had passed. 2. I have read through the three pages of the purchase agreement. Nothing in it defines the boxspring/frame portion of the mattress set as a "foundation". I purchased article[redacted], labeled "[redacted] ([redacted]) MATS". It lists two subcomponents, neither of which is called a foundation. However, they are priced and advertised as a unit under one item number. Since my mattress purchase includes both the mattress and bed, I expect both to be covered by the return/mattress satisfaction policy.3. Your policy states that if I do not re-select another mattress , I will be refunded the full purchase price less the delivery fee. Additionally, your sales staff explained that I could return everything except the mattress covers and the delivery fee when I made my purchase.You pointed out two line items which supposedly clearly explain things, but the problem is that your document is not clear on the return policy for mattress sets. If you want to ensure clarity, then you need to define what is meant by the term foundation. You also need to state that it cannot be returned for refund if a customer chooses not to re-select. Neither of these is stated in your document, giving the impression that the entire mattress purchase is refundable. Adding to the confusion is that your sales staff advertises the exact opposite of what you say the policy is. In fact, they were more than confident that I could return the set if I was not happy. Therefore, I suggest that you educate your staff so that they can help customers make an informed decision.My experience so far smacks of shady business practices and a lack of good customer service. I hope I am reading the situation wrong and that Bob's will do the right thing and refund me the cost of the entire mattress set as promised when I purchased it.
Sincerely,[redacted]
Good Afternoon Revdex.com,
Please pass on our sincerest apologies for the inconvenience the
multiple deliveries and damaged product continues to cause 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. As
the retailer we do take full responsibility for the alleged behavior of the
delivery teams coming to deliver this merchandise and the lack of care our
customer cites to have received from our offices. During the initial delivery
attempt we absolutely allocated stock to our customer’s order and just as we
never anticipated failing our customer initially; we never anticipated a stock
depletion of this set from our distribution center/overseas vendor. The fact is
that when an item isn’t delivered to a customer as planned the entire process
(like a new sales order) must be started over as there is no way to guarantee the
condition of the returning merchandise or its value as a new factory fresh
product.
We are working at full capacity to get our customer the
merchandise they purchased and their account currently reflects deliveries
scheduled for 4.01.2015 & 4.07.2015. If we had any physical capability to
get this merchandise to our customer sooner, we assure the customer we would
accomplish this task.
At this time if the customer is seeking to obtain a refund on the
already delivered merchandise we are willing to work beyond our policies and
make an exception as we obviously have failed our customer in delivering
portions of each set. Should the customer wish to execute this option we ask
that they contact us in our Customer Care Offices to schedule a date for us to
retrieve the merchandise they have. Customer Care can be reached at
1800-569-1284 (Mon –Sat 6:30a -8:00p/ Sun – 10:30am – 7:00p).
Should the customer select to provide us with an opportunity to
make our failures right we look forward to the upcoming deliveries on 4.01.2015
& 4.07.2015 and any form of further apology we are able to offer will be
offered after the failures we have caused have been made right.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning [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.
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 five years and in that five year period our records indicate that you
have not reported any issues to us before now. The Bobs warranty on your
merchandise expired over four 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 (store credit) 50% of the original cost you
paid for the [redacted] sleeper sofa. Your original receipt depicts a cost of
$599.00 of this item alone so a 50% store credit would be equal to $299.50.
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 merchandise 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.
[redacted]
Bobs
Discount Furniture
[redacted]
Good Afternoon [redacted],
I apologize that you have such little faith in our company
and our willingness to help you solve your concerns. I assure you that we care
very much for our customers and always work to offer an option for resolution
that is fair for both parties when all facts...
are considered.
Our records indicate that you first reported the concern
with your living room furniture to us on 8.25.2014, nearly three years after
you received and had been using this merchandise. As you cite this merchandise
started showing this concern very early on it is hard to believe that you let
it go for years unreported. Our records also indicate that you had a service professional
out to your home in August of 2012 for a different concern and our records don’t
indicate that the seams separating were a problem in 2012; we then paid to replace
your product for you as a courtesy even though our service professional determined
that there was no manufacturer defect with your product. We stand behind the
quality of our product and while I agree with the last technician sent to your
home (on 9.10.2014) that your sofa is experiencing these concerns as a result
of many years of use (normal wear and tear) we are willing to make you a fair
offer for resolution that balances both the needs of our valued customer and
our business.
We will offer you a 50% store credit (based on the price you
originally paid for these items) on the 4 piece sectional, the matching
ottoman, and the matching accent chair. We will also offer to cover the cost of
delivering the new set you select and removing the current merchandise in your
home which in all reality is a major cost for any business to offer to incur.
We will also include a prorated (based on years) credit for the Goof Proof Plan
you purchased in this offer.
In regards to the king size bed delivered to you on
10.02.2012 (nearly two years ago), our records show absolutely no report
of any concern on this bed. I checked our service report from our last visit
earlier this month and I couldn’t find any reported concerns regarding this bed
there either. We do not place different versions of the merchandise we stock in
our warehouse in our showrooms. We are a retailer and for an accusation like
this to be true every single vendor we work with, from various parts of the world,
would have to literally build two different models of merchandise to ship out
to the hundreds of retailers they sell to nationwide. Even though we haven’t
determined any defect with this bed and you are just now reporting your concern
in workmanship after several years of use we will offer you the same courtesy
as we have on the living room furniture (50% credit based on the price you paid
for the headboard, footboard, rails, prorated Goof Proof credit based on years,
no new delivery fee on the new sale which includes assembly, and removal of the
current headboard, footboard, and railings you have).
I apologize to you again [redacted] that you are so disappointed in
the product you have purchased from us. If you would like to accept these
offers please respond to me via this Revdex.com channel and I will create the credits
and have our retail location follow up with you directly.
Kind Regards,
[redacted]
Customer
Care Corporate Liaison
Bobs
Discount Furniture
Good
Morning [redacted],
I
apologize that you experienced a product defect with the original table we
delivered to you. I can certainly understand and empathize with your
frustration and assure you that as a business we are seeking to satisfy your
concern to the best of our...
ability.
Most
furniture today is built on an assembly line and defects in workmanship can
occur during the production process. Our goal as a furniture retailer is to
take responsibility for such an occurrence and make it right by delivering you
the product you selected in its expected condition.
We
currently have a resolution in place to provide you with a non defective table
as our records indicate that we have offered to bring you a factory fresh model
of the table you selected.
As
you indicated, our products are guaranteed to be free from defects directly
through our company for a period of one year. On the second page of your
invoice (this is commonly signed by the purchaser prior to leaving the store)
please note that our Service Policy signifies that if our technician determines
that the defect is not serviceable a replacement of the affected item will be
scheduled.
I
apologize that a monetary refund is not an option for resolution pertaining to
your table concern and as a business we have several options for recourse
available to make this right for you. We are happy to schedule the even
exchange or offer you the
opportunity to select another table set from our extensive line up.
As
a retailer our policies and procedures are put in place, disclosed at the time
of sale whether verbally or in writing, and honored in order to keep all things
fair for all consumers alike. We are more than willing to help you resolve this
concern and look forward to being able to schedule an even exchange of your
table or set you up with a store credit for reselection purposes.
Kindest
Regards,
[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.
Sincerely,
[redacted]
**I want to add how very disappointed my husband and I are that these measures had to be taken. We waited very patiently for an unreasonable and unrealistic about of time and received no sympathy whatsoever or concern as to the amount of time waiting being told repeatedly that the part is in [redacted].
In light of not being able to get the [redacted] color, we will opt for the brown and hope that the color is suitable. We would like the exact same set up, the couch and the electric recliner. I am a little turned off at the fact that after two years the manual cable snapped on the couch and am wondering if an upgrade to electric is possible at no charge to the consumer due to the excessive run around we received and lack of professionalism. Please advise as to when this furniture will be picked up and the new furniture received as we have gone months without the ability to recline on one side of the couch which is unacceptable having paid extra for the reclining option. Our number is ###-###-#### and our email is [redacted]. My personal cell is ###-###-####.
We appreciate your support and look forward to an expeditious reply.
[redacted]
Good Afternoon [redacted],
I don't blame you for being very upset with us and on behalf of Bobs Discount
Furniture I extend my sincerest apologies. I know and acknowledge how
unpleasant this entire ordeal has been for you and while I know this is your
Bobs experience I assure you that we...
would not be continuing to grow if all our
customers were met with so much disappointment during such an important
purchase.
Your comments regarding the service you received by our team are very important
and concerning to us. You deserve only the best service, especially when you
visit Bobs and I apologize again that we let you down.
Our records indicate that your refund was fully released from our
internal systems in between the night of 2.21.2015 and the morning of
2.22.2015. I can certainly understand the immediate need to have your funds
back on such a large purchase like this and I feel terrible about any delay
that may have occurred in between our release and your bank’s (or the bank the
credit is thru) reallocation of these funds. Normally we provide customers with
a 2-5 day estimated complete processing estimate because of the fact that even
after we release these funds there is another party involved in getting these
funds back to you. At this time I would expect that the funds have been completely
reallocated to your method of payment, if this is not the case, please feel
welcome to respond back to us via this Revdex.com channel and we will preform more
extensive research with our Accounting Department.
I apologize again for the inconvenience our failures caused you
and genuinely hope that you will provide us with another opportunity to earn
your trust back in our business in the future.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because: the situation was mishandled from the day of the storm on. I called 20 min before asking was my scheduled delivery that was already late by 2hrs after the time was coming to only be told no the truck had made its last stop and I wouldn't have a bed until Monday, nonetheless at that point was offered an appt time for Monday at 7am (I recorded all voice calls for further evidence) and was told I would be placed first stop. This also didn't happen. Then to my surprise upon calling to check my stat on Monday was told they should be to my home by 830 am the truck was already in [redacted] to only call back at 10 am and be told the truck was in [redacted]. Again with all the lies and misleading the business was handled unprofessionally and poorly I will never forget this experience and will never do business with bobs ever again!
Sincerely,
[redacted]
Good Afternoon Revdex.com,
We apologize that the customer remains unsatisfied with the provisions of the protection plan maintained by the [redacted] company.
As previously indicated Bobs Discount Furniture has no contractual connection to this particular claim for damage and has not entered into any agreements with this consumer for the chairs.
This customer did not place her claim for this table with Bobs Discount Furniture directly; she contacted and worked with [redacted] Protection Products Inc. to receive this resolution. These guidelines are clearly outlined on the terms and conditions pages of the protection plan the customer purchased (previously attached).
Please see the 4th bullet point down under [redacted] BRAND COVERAGE:, via page number one of these terms and conditions. If we determine, in our sole discretion that your furniture item cannot be serviced(cleaned) or repaired, we may replace the affected area. If the affectedarea(s) cannot be replaced, you can select a new replacement piece equalin value up to the original purchase price from the retailer from whom thisPlan was purchased.Any and all further discussion or resolution regarding this claim must be processed through the protection plan manager that the consumer originally made her claim with ([redacted] Products Inc. /[redacted] Brand Coverage). In order to keep resolutions fair for all customers alike it is expected that all consumers adhere to the terms and conditions of the coverage plan, this is an understandable business practice that we agree with. Bobs Discount Furniture manages coverage for manufacturing defect concerns and cannot offer recourse on merchandise that currently maintains no determined factory defect.
Thank You,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison %3
Good Afternoon Revdex.com,
I reached out to this customer
directly today (10.23.2014) and left a message for her with my name and direct
phone number. My hope is that she will call me back directly so that I can
ensure her orders are scheduled as they should be and she receives the exact...
merchandise
she expected in good condition. We apologize for any and all inconveniences our
failures have caused our customer.
Thank You,
[redacted]
Bobs Discount Furniture
Corporate Customer Care
Good Afternoon Revdex.com,
At this time we are just as shocked as our customer is that the
part has yet to arrive. We fully confirmed with our vendor that the part was in
transit as indicated in our previous response. I have been trying since
3.20.2015 to get a response from our vendor on where their container shipment
is and have been unable to receive a response back. As originally disclosed our
business did not assemble this item, therefore the replacement shelf was not
needed as a result of our failures, we also verified with our Quality Control
Department that there have been no returning tables as a result of incorrect or
inefficient hardware included with these tables. As of right now, not being able
to procure information about the shipment and the shipment not arriving as we
expressed is most certainly a failure we can and do take ownership and responsibility
for.
In regards to the approved and processed refund on this purchase
part order, this was voided due to lack of follow up on the customer’s part. First
we communicated via Revdex.com how the customer could get this processed immediately
and our records confirm that our retail location attempted to contact this customer
to get the refund fully processed as well. The refund was voided by our
Accounting Department because we are unable to keep open unclaimed money on
accounts. Our records further indicate that a message was left for our customer
on 1.27.2015 advising that the paperwork could be reinstated at anytime after
she contacted us to provide her credit card information.
Should the customer agree to decline the offer of refund on the
cost of the part order we will agree to provide a factory fresh model of this
table to the customer and cover the cost of delivering the new table to their
residence. Should the customer wish to accept this option for even exchange it
is best that they contact our Customer Care Offices directly to schedule the
even exchange date as the availability of the table and/or open delivery dates
is/are subject to change.
In reference to the sofa the customer mentions in this complaint I
am uncertain as to whether our customer needs assistance with this item. In one
portion the customer mentions that they are very happy with the item and then
in another part of the complaint they indicate there is a concern with this
item. Our records show no report of concern being made to us on this item, if
the customer needs assistance under their warranty coverage with the sofa we
are happy to help and just asked to be informed of the concern.
Thank You,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Day Revdex.com,
Our offices are in receipt of this response on 4.15.2015 and we
are answering this claim on 4.15.2015.
In reference to facts:
Our sales invoice (commonly signed by the consumer prior to
leaving our retail location) depicts the following policy:
SERVICE
POLICY
We
guarantee that our new products will be free from factory defects for one year
from date of delivery or pickup. Our mattresses and motion furniture may carry
additional factory guarantees. You must report any factory defects to our
Customer Care team within one (1) year of possession, and a Customer Care
representative will schedule one of our Service Technicians to inspect the item
and service it to factory standards at no cost to you. If the Service
Technician determines that the factory defect is not serviceable, we will
replace the affected item, one time.
Please
note the also expressed policy for returning merchandise:
REFUNDS
AND CANCELLATIONS POLICY
You may
request a full refund on orders for stocked merchandise at any time up until
the time we deliver the merchandise to you or until you pick it up.
As indicated previously the technician located no factory defect and
as we stand behind the integrity of all our technicians and their ability to
provide us with appropriate reports. We continue to stand behind the resolution
set forth and already accepted by the consumer. We have already approved
exceptions above and beyond the agreed upon policy in an effort to meet this
customer’s demands and allegations.
Our business took an extreme loss outside of our policies and
asked only that the customer cover the cost of delivering his new purchase. As
we did not fail this customer on product or delivery it remains fair and
adequate to the resolution offer that should the customer have wanted to
contract a second delivery service (which is a separate cost from the price of
merchandise and has always been represented by our company this way) a delivery
fee be paid.
We are very saddened that our customer cannot understand our
position as a business and see the value in the exceptions we did make to treat
this case as an individual scenario and seek their satisfaction. Our records
indicate the new product was delivered on 4.08.2015 with no further indication
of concern.
Kindest
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
I spoke with [redacted] this afternoon (10.03.2014) and
verified that her concern has been resolved. We are very sorry for any
frustration that we caused [redacted] by improperly informing her that she was
not eligible for a service, especially since her mattress...
remains under a
manufacturing warranty that we are obligated to honor.
[redacted] is currently scheduled to receive an inspection
service to determine if this mattress is defective on 10.07.2014 and I have
provided [redacted] with all of my direct contact information for any future occurrences
of customer care she may need.
Thank you
for the opportunity to make this failure right,
[redacted]
Bobs
Discount Furniture
[redacted]