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]
Revdex.com:
I have sent the following information requested to Bobs. Unfortunately, their 3rd party company whom they outsource the warranty from is one of the worst companies I have dealt with. Please see below for reviews regarding "Guardian Protection Plans"[redacted]
[redacted]The following are complaints about Bobs and their products:[redacted]Unfortunately, I am going through the exact same thing I did with our table. Even if you call guardian and report it as an accident, they STILL deny the claim!Either Bobs needs to step in and reel in Guardian or they need to affect a response without whining about it.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
We have reached out to this customer via email and have been
communicating about resolving this customer’s concern by picking up the
merchandise on 10.31.2014 and providing a Gift Card to Bobs Discount Furniture
Stores as a further form of apology. We have not...
heard directly back from our
customer since 10.16.2014.
My understanding is that our customer is apprehensive on
accepting compensation in the form of a gift card and is still inquiring about
the deposit she put down with a third party company called ‘[redacted]’.
Monetary funds were never transferred from the customer to Bobs Discount
Furniture from this sales order therefore Bobs Discount Furniture is not
permitted to offer an apology in the form of monetary funds back to this
customer.
We are acting as a Liaison in this case and doing our best
to work with our customer while honoring the agreements she signed with the
third party vendor ‘[redacted]’.
Please reach out to the customer and ask that she respond to
us again thru this Revdex.com or via the email address she has been communicating
through ([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.
Please have them mail us the gift card indicated to [redacted]....we have friends who have just lost an income stream that could really use the card.
Sincerely,
[redacted]
Good Morning Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. Guardian (Crypton is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount...
of
approved claims through this third party company. Our customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries.
We provide a general flyer at the
time of sale that very clearly indicates there are some exclusion(s) to the
protection plan and the document further encourages the consumer to read their
full plan documents for the list of exclusions. As the manager of the plan,
Guardian is responsible for sending the consumer the plan documents. Should the
customer decide that they would like to review the complete plan documents as
the flyer suggests and they don’t have these documents, we assume (as any
retailer would) that the customer would then try and obtain said documents for
review. Had we been made aware of the need for these terms and conditions we
most certainly would have provided them upon any request. As it is not
typically a document we provide we literally have no way of knowing whether the
consumer has received the complete plan or not and we see no reason not to
trust that Guardian is continually sending these documents as many claims for
coverage are routinely approved.
While we certainly understand and acknowledge our customer’s
frustration the plan has specific terms and conditions that must be adhered to
by all consumers alike in order to keep all resolutions fair. Our records reflect that the chairs have been
in the customer’s possession for over for years (date of delivery 11.11.2010)
and the chest has been in the home for nearly four years (date of delivery
4.30.2011). Any coverage directly thru Bobs Discount Furniture expired on these
items long ago and we have received no indication of concern on any of these
items until now.
We again apologize that the customer didn’t receive the service
expected from the Guardian company and are willing to look into this claim
further and dispute the claim with Guardian on their behalf should we feel
necessary.
At this time we ask that the customer provide photographic
evidence via this Revdex.com channel of the damage/overall condition of these items.
It is reasonable to expect that all items should be kept in good condition
prior to an insurance claim being entered for coverage.
To move forward please advise the
customer that we require a minimum of 2-3 pictures (in color) for each item
that is listed in this complaint. I have listed the requirements below to
ensure our request is specifically notated:
-Minimum 2 Photos of the chair:
- 1 Picture that clearly shows the entire facing surface (seats, inside back) of
the chair
-
1 Picture that clearly shows the damage marks at close range (Example: where
the leg snapped off and leg)
-Minimum 2 Photos of the server:
- 1 Picture that clearly shows the entire facing surface of the server
-
1 Picture that clearly shows the damage marks at close range (Example: Interior
of drawer)
-Minimum 3 Photos of the chest:
- 1 Picture that clearly shows the entire facing surface of the chest
-
1 Picture that clearly shows the damage marks at close range
-
1 Picture that illustrates the structure damage to the drawers
We will review these photos
(Request is for 7 photos in total) with our Service Management Team and respond
with what, if any, options for resolution we may have to offer this customer.
Sincerely,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
Please pass on our earnest apology
for the inconvenience the multiple deliveries caused our customer. We can
certainly understand the customer’s frustration and acknowledge the reasons why
the customer feels so dissatisfied with our services overall. My offices are in
first receipt of this rejection on 2.12.2015 and we are responding within the
same day of receipt from Revdex.com (2.12.2012). Our records indicate that we were
able to provide a satisfactory footboard to this customer on 2.11.2015.
While it is not normal procedure
to so we do recognize that we have failed our customer and we are willing to
make an exception in this case to work above our normal compensation guidelines
and policies. We do not normally offer apology monetary amounts as we value the
opportunity to prove to our customers that on an extremely large scale our
clients are very satisfied with the service they have received from all levels
of our organization.
As our records reflect that the
merchandise concern has been rectified, we can offer to provide the customer
with a monetary refund based on 50% of the amount paid to us for a delivery fee
on this sales order ($100.00). Should the customer wish to accept this offer as
a further form of apology from us, please advise that they may respond to this
communication via the Revdex.com as ‘satisfactory’ and we will have our retail
location reach out to them to complete any further processing needed.
Sincerely,
[redacted]
I am aware it is a one time repair warranty that I purchased. I have never had anything I purchased there repaired. The way I described the incident in damages to Revdex.com is the same exact way I described it when I put in my claim. Also I never received anything on what the warranty covers or doesn't cover when I purchased the furniture. I purchased a warranty and deserve to be able to use it. It's one little section of the cussion. Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
Good Afternoon Revdex.com,
I have reviewed [redacted] account and concerns in full at this
time I believe the best recourse for both parties involved is a removal of the
furniture from [redacted] home for a full refund. We have offered multiple options
for resolution from the highest levels of...
our Customer Care Office and [redacted] has
refused each option we feel is a fair and adequate offer.
While I am truly very sorry that we were unable to satisfy
our customer after multiple delivery attempts, I do understand his reasoning
for wanting a full refund due to the frustration and inconvenience we have
caused him. I tried calling [redacted] on the phone number he listed in this
complaint today (10.14.2014 at 1:42PM) and I wasn’t able to speak with him
directly. I have left him a message to please contact our Customer Care Office
at ###-###-#### to schedule a date that we can remove this furniture from his
home. Once the furniture has been fully returned to our warehouse, and only at
that point, our system will allow the refund process to begin. A couple business
days after the pick up is completed [redacted] may contact our retail location (###-###-#### *press 1 when you hear Bobs voice)
and provide the credit card numbers associated with his original purchase,
at this point we will process the monetary return to the two separate credit
cards.
The credit number associated with this pick up and refund
is: [redacted]. We await [redacted]’s call to schedule the pick up so we can offer our
customer the satisfaction he seeks. We apologize again that [redacted]’s experience
with us was not a good one and wish him the best in his future furniture
endeavors.
Kind Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
Our records indicate that this consumer has been in direct
contact with our Customer Care Offices after this complaint was sent to you.
This item is completely outside of any factory defect
warranty through Bobs Discount Furniture based on the fact that the...
customer
has had possession since 2011.
We have offered a fair and adequate resolution for this
concern and apologize that the delay in parts shipment remains beyond our
control. These parts must be procured thru an overseas vendor and we are just
as disappointed as the customer is in this shipping container’s unexpected
delay.
As of 3.20.2015 this customer was granted the option of a 50%
refund based on the price paid for this order directly by the customer. Our
records indicated that customer paid $153.20 out of pocket for this order so
the refund would be processed back to the original method of payment in the
amount of $76.60. This resolution has been available to the customer since
3.20.2015 and to date (3.27.2015) our Customer Care Offices are still waiting
on a phone call from the customer directly to advise us if they would like this
refund processed to them.
Please advise the customer to contact us directly at
[redacted] (Mon-Sat: 6:30a-8:00p / Sun: 10:30a -7:00p) so we can process the
already offered resolution should she wish to accept.
Revdex.com:I will accept the store credit offered by the business and will exchange the furniture that is defective.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Good Afternoon [redacted],
I apologize that you are experiencing any dissatisfaction with
the ‘[redacted]’ protection plan you purchased thru us or any dissatisfaction with
your merchandise.
[redacted] is known as their parent
company) is a third party company and we have, for...
many years, experienced a
vast amount of approved claims through this third party company. Our customer’s
are usually very happy with the outcome of their reported claim and based on
the price they paid for the coverage our sales associates and sales managers
would have no reason not to boast about the extreme value the protection plan
carries.
We provide a general flyer at the time of
sale that very clearly indicates there are some exclusion(s) to the protection
plan, accidental coverage applies to a single instance of occurrence, and the
document further encourages the consumer to read their full plan documents for
a more detailed list of exclusions. As the manager of the plan, [redacted] is
responsible for sending the consumer the plan documents. Should the customer
decide that they would like to review the complete plan documents as the flyer
suggests and they don’t have these documents, we assume (as any retailer would)
that the customer would then try and obtain said documents for review. Had we
been made aware of the need for these terms and conditions we most certainly
would have provided them upon any request. As it is not typically a document we
provide we literally have no way of knowing whether the consumer has received
the complete plan or not and we see no reason not to trust that [redacted] is
continually sending these documents as many claims for coverage are routinely
approved.
In your specific scenario our records do
reflect that photos you provided were reviewed by the highest levels we have
available in our Ce Technician Departments. The photo review
did not depict that the item would be repairable by sending you a technician
alone and regretfully any warranty coverage you had with Bobs Discount
Furniture directly expired nearly one year ago. Your account does not depict
any previous reports of concern with your warranty period and as a business we are
directly liable for coverage within the one year guarantee for factory defects
we express on our sales invoice.
Due to [redacted] being a third party company
we are unable to offer resolutions for their coverage plan or overturn denial choices
they have made and I am sincerely very sorry that there is no recourse that
Bobs Discount Furniture can offer regarding your recliner.
Should you feel that for some reason the
plan was misrepresented to you during the sale period (2 years ago) and wish to
cancel the ‘[redacted]’ protection plan and receive a refund on the cost you
paid us for it ($49.99); we will offer to refund that to you via a corporate
check that would take approximately 7-14 business days to arrive to you once
the refund request has been submitted.
I look forward to hearing back from you via
this Revdex.com channel you have opened.
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Good Afternoon Revdex.com,
We don't blame our customer for being upset with us and on behalf of Bobs
Discount Furniture I extend my sincerest apologies to our customer. I know and
acknowledge how unpleasant the initial delivery experience must have been for
our customer and while I know this is...
their Bobs experience I assure our
customer that we would not be continuing to grow if all our customers were met
with so much disappointment during such an important purchase.
The customer’s comments regarding the service received by the delivery team
are very important to us. We want customers to love shopping with Bobs, so a
report of a disturbing experience with any delivery team is a serious concern
for us. Our customers deserve only the best service and we have begun
addressing the obvious coaching concerns the customer has brought to our
attention and will take the appropriate actions.
In terms of our Customer Care team seeking to make the delivery failure
right, our records indicate that the customer has been placed on a special
request expedited add on for delivery on 2.07.2015 (this Saturday). We did
explain that we would make a special request for this expedited delivery to the
customer when we last spoke on 2.05.2015. We have made a valid effort as a
business to correct this mistake and apologize again to our customer for the
footboard not arriving to their home as we intended it to.
Bob’s prides itself on providing quality service and the best
value product for the price. Our primary focus is on making the concern we
caused right so that our customer is satisfied with the product that they have
purchased from us.
We have continued as a business to address this individual’s
concern the moment it is presented to us and work out of our normal guidelines
because we realize the level of dissatisfaction this consumer is emulating as a
result of our failures.
At this time we are looking forward to completely resolving this
customer’s concern on 2.07.2015 and should the customer still be seeking a
further apology amount from us they will be able to speak with our Customer
Care Office prior to the delivery team leaving their residence on 2.07.2015. We
will review the account at that time and determine what, if anything, further
we are able to offer.
Kindest
Regards,
[redacted]
[redacted]
[redacted]
Good Day Revdex.com,
Our offices are in receipt of this response on 4.15.2015and
are responding to you/the customer on the same day.
Bob’s
prides itself on providing quality service and the best value product for the
price. Our primary focus is on making the concern we caused right so that our
customer is satisfied with the product that they have purchased from us. Once
the original concern is fully resolved we would be happy to provide an offer to
our customer for a further form of apology for the inconveniences we have
caused.
We are
genuinely seeking to help the customer move forward in getting a complete
working bed and are willing to offer options for resolution, in offering the
appropriate resolution to our customer to ensure that this concern is rectified
in full it would an extreme help to have had details confirmed as communicated
in our first response as our records remain unclear.
In
example:
Our question regarding the
footboard remains unanswered. Our records do not indicate there is a footboard
for this bed in the home however at this time I am moving forward working off
the rejection response and assuming that the customer does in fact have a
footboard in the home.
The rejection response does
indicate that the customer is seeking another set of hardware for the second
storage drawer so this also leads me to believe that there is a footboard
present in the home (as the drawers are inside the footboard for this model).
As of 4.10.2015 we have mailed out the remaining hardware
needed for the second storage drawer. We sent these parts via [redacted] – Tracking
number: [redacted]-
This tracking numbers indicates that the package sent arrived to the customer
on the following date: Sat 4/11/2015 10:11am.
These
parts were shipped to: [redacted] / [redacted] [redacted]
(as listed on the previous part order/shipment).
As of 4.10.2015
we have also mailed out a copy of the ‘Assembly Instructions’ we have for this
bed. I have gone a step further and attached
these instructions to this Revdex.com response as well to ensure the customer gets
them. There is a complete hardware listing on this document for the customer to
review and respond with what other parts may be missing to complete assembly
(for a faster turnaround time the customer is welcome to contact our Customer
Care Offices with this information if they prefer to work with us directly).
This letter has been sent to: [redacted] / [redacted] [redacted] (as listed on the previous
part order/shipment).
We will
cover the cost of supplying any additional parts/hardware that may be needed to
get this bed in fully working order and once all the necessary parts/hardware
have been confirmed as being in the home; we will also offer to schedule a
delivery team (at no charge) to the customer’s residence to assemble the bed
for the customer.
We are
very sorry again for any and all inconveniences this concern has caused our
customer and will continue to work at full capacity to make these concerns
right.
Thank You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
[redacted],
You are a horrible business woman with no sincerity what so ever. Your responses are awful! I will never do business with Bob's again and really it's all because of you. [redacted] was so classy when I had an issue with them. They called, were sincere, sent me a $100 gift card and waived the delivery fee all because they delivered one section that was wrong. You on the other hand have stated things in each sentence that make it seem as if I am the person who did something wrong especially when you quote victim. You're going to make an "extreme courtesy" and refund me $75! haha, Laughable. Please just keep your money. That's a slap in the face after all I had experienced and the horrible customer service I received. Why?? If my couch was in your store the week it was supposed to be, why did Bob's not deliver it to me? I was told you only came to my area on Tuesdays and Thursdays, yet after being through all I went through an exception should have been made so that the couches were here on time, which was my whole problem in the first place! I was charged for delivery, which I should not have been regardless of the fact that you didn't charge me for the loaner couch you delivered. That was something your company SHOULD have done in an effort to help the situation of me not having my couches that were guaranteed to me by a certain time. THEN, the couches come in by that time, but you don't deliver them to me because your company didn't deliver to my area the day before my event. RIDICULOUS! absolutely ridiculous. SO please keep your $75, keep your insincere attitude, keep your awful customer service reps and I just will NEVER SHOP AT BOBS AGAIN. I will tell everyone about the horrible experience I had, more so with you!! and beyond all of that it's apparent that I really don't have to worry since you have a ONE STAR rating! Bravo!!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Good Afternoon [redacted],
My name is [redacted] and I work for Bobs Discount
Furniture Customer Care. I’m very sorry to learn about the disappointing experience you have outlined to occur during
your delivery experience with us. While it is far beyond normal procedures to
take...
away anything other than a traditional mattress and/or foundation I can
understand your frustrations as you have indicated our sales professional gave
you the impression this was completely within our policies.
I further apologize that we weren’t able to get our delivery team
back to you in a reasonable amount of time to remove these additional items
that they left in such an inconvenient place/manner.
The Revdex.com offers a very valuable mediation channel for a customer
and a business alike and I assure you we do want to reach an agreement with you
that you find satisfactory for resolution to this concern.
As a retailer we cannot make offers of apology or resolution off
of an alleged payment amount that any consumer cites to have paid out to third
parties. Even with sufficient evidence a business cannot be forced to enter into an additional agreement to pay
such charges. Looking at this strictly from your perspective, as a business we
can and should be expected to uphold the agreement of which you contracted a
delivery service and delivery fee from us for. I agree that the delivery
service you paid for was not fully honored therefore we are willing to refund ½
of the delivery fee you paid to us in an effort to resolve your overall disappointment.
This would work out to be a refund of $84.99 (plus any applicable
taxes your state may or may not charge for delivery fees). Should you wish to
accept this offer as our form of apology for our failures we are more than
happy to process this refund amount to the original method of payment you used
on this sale.
Please let me know if you find this resolution offer acceptable –
via this Revdex.com channel- and I will have
the appropriate party reach out to you to confirm your original credit card
number ( we do not keep full credit card numbers on file for the protection of
our customer’s security).
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
We apologize to our customer for any inconvenience the
concerns with their merchandise and/or protection plan is causing them to
experience at this time. The ‘Goof Proof’ protection plan, as its name depicts,
offers coverage on most in home accidental damages and some...
mechanical concerns
after expiration of the factory defect warranty. The type of plan the customer
purchased is completely managed thru a third party company and not Bobs
Discount Furniture directly. As [redacted] is a company managed separate from
Bobs Discount Furniture we are unable to reverse a denial under the terms and
conditions set forth by [redacted].
The one year warranty for this merchandise through Bobs Discount
Furniture expired on 09.23.2011. The customer has no coverage associated with
this item thru Bobs Discount Furniture remaining and our records indicate no
report of concern with the leather until now; the merchandise has been in the
home for a period of over four (4) years of use.
Our records do not indicate the alleged occurrence that one of our representatives asked the
customer to send in photos of her concern for review, in the event this
allegation proved to be truthful in no
way does a request for photos solidify an agreement that a business will take responsibility
or ownership for a concern.
We will most certainly address the coaching concern and
research all records associated with this account however as of today
(1.14.2015) the customer’s account shows that she contacted us after being
denied by the [redacted] company on 1.08.2015 and our Customer Care Agent
explained that regretfully we had no recourse to offer relating to this
concern. Upon calling back into our Customer Care Office on 1.12.2015 the
customer was again made aware that we were unable to offer further assistance
on this concern and then connected to one of our Customer Care Account
Management Leads who reinforced this fact.
Bobs Discount Furniture truly wishes to help every customer
who has a concern with their merchandise and we apologize that we have no
further recourse to offer relating to this customer’s specific concern.
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon [redacted],
We apologize that you have been experiencing so much disappointment
with your product and feel so let down by your ‘[redacted]’ plan. I have
reviewed your complete account history and find no report of disappointment
made directly to Bobs Discount Furniture from...
you. I fear you may have been
reporting your concerns directly to the third party company that manages the ‘[redacted]’ protection plan and not the Customer Care Office at Bobs Discount
Furniture.
[redacted] ([redacted] is known as their parent company) is a third party company and we
have, for many years, experienced a vast amount of approved claims through this
third party company. Our customer’s are usually very happy with the outcome of
their reported claim and based on the price they paid for the coverage our
sales associates and sales managers would have no reason not to boast about the
extreme value the protection plan carries.
We
provide a general flyer at the time of sale that very clearly indicates there
are some exclusion(s) to the protection plan and the document further
encourages the consumer to read their full plan documents for the list of
exclusions. As the manager of the plan, [redacted] is responsible for sending the
consumer the plan documents. Should the customer decide that they would like to
review the complete plan documents as the flyer suggests and they don’t have
these documents, we assume (as any retailer would) that the customer would then
try and obtain said documents for review. Had we been made aware of the need
for these terms and conditions we most certainly would have provided them upon
any request. As it is not typically a document we provide we literally have no
way of knowing whether the consumer has received the complete plan or not and
we see no reason not to trust that [redacted] is continually sending these
documents as many claims for coverage are routinely approved.
We again apologize that you didn’t receive the service
expected from the [redacted] company and are willing to look into your claim
further to see how we may be able to help you directly outside of your warranty
period through Bobs.
At this time we ask that you provide photographic
evidence via this Revdex.com channel of the damage you assert exists.
To
move forward please send a minimum of three (3) pictures (in color), I have
listed the requirements below to ensure our request is specifically notated:
-Minimum 3 Photos of the Sofa Sectional:
- 1 Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the sofa sectional
- 1 Picture that clearly shows the damage
marks (I am assuming seam tearing/ripping) at close range on the chaise.
-1 Picture that clearly shows the damage marks
(I am assuming seam tearing/ripping) at close range on the back cushions.
We
will review these photos with our Service Management Team and respond with
what, if any, options for resolution we may have to offer you.
Kindest
Regards,
[redacted]
Bobs
Discount Furniture[redacted]
Good Afternoon [redacted],
I truly am sorry that you found my response to be so unacceptable
and unsatisfactory. It is in my nature to ensure that I fully acknowledge the
complete details communicated via a customer’s complaint. The Revdex.com acts a
mediation service and Bobs Discount Furniture is an excellent company who is
given the opportunity by the Revdex.com to respond publicly to assertions that we have
failed in providing an acceptable level of service. Bobs Discount Furniture
does not purposefully set out to fail our customers and while your statements allude
to just that it is within our right to provide you and the Revdex.com with education
disputing these statements from our business perspective.
Of course
we have continued research into what we still consider a system abnormality in
regards to the date changing on your order and of course the paperwork currently
maintained in reference to your order (what you would receive a copy of) will
have the delivery date of 12.20.2014. This is the case because as a business we
honored the original agreement made with you therefore making any failure on
our part right.
As I
previously indicated, it is expected that our delivery team makes contact to us
from your residence prior to leaving. It is very embarrassing to know that this
usual protocol was not followed during your individual stop as I would have
anticipated it to be. I have already taken the appropriate measures to follow
up on the coaching concerns you assert to have witnessed during your latest
delivery from us and have full confidence that our Delivery Managers will appropriately
address the delivery team involved.
As a
further apology for the frustration we have caused you to feel we can offer to
mail you a Bobs Discount Furniture Gift Card in the amount of $50.00. While it
is certainly within your right to reject this offer we do wish to apologize to
you with a tangible token like a take with accessory from one of our showrooms.
Should you wish to accept this final offer of apology you may respond to me
directly via this Revdex.com channel or contact our Customer Care Office at
###-###-####.
Good Morning [redacted],
I apologize that you found my first response so insulting.
That certainly wasn’t its intent and as a representative of Bobs Discount
Furniture for the greater part of a decade I honestly care for each and every one
of our customers. I respond to customers who feel the need to escalate their
claims on a daily basis and I genuinely hope to communicate my willingness to
provide the best care possible in every single scenario. I love my career and I
am blessed to work for a company that has been built on ensuring our customers
are satisfied day in and day out. I trust that if you take the time to read the
responses I continually post on the Revdex.com you will learn that Bobs does not
provide “scripted service”. I don’t believe
I gave you any reason to think I would question the trust that exists between
you and the person accepting this furniture however I apologize to you again if
there was some reason you felt it necessary to cite a comment of that nature.
Bobs Discount Furniture believes that repairing a product to
better than showroom quality does not make it the same as our clearance or pit
merchandise. It makes it better than new, if the item came from the factory
with damages why would any retailer want to take a chance on disappointing their
valued customer again? Since your furniture would be receiving one on one
attention instead of coming from the factory and many assembly lines again,
professional service really is the best option for every customer. If you are
unable to see the value in that offer I understand and of course we would never
force any customer to accept any route for resolution they aren’t comfortable
with.
The reason you were not offered an additional discount on
the affected product after the initial failure is because we do not make a
habit of bringing our customers defective merchandise multiple times. We would
not be growing at the successful rate we are if we continually disappointed our
customers and caused them this amount frustration. Our intention is to deliver
you the product that you purchased in excellent condition and in the event we
fail we do not find it appropriate to throw empty monetary funds at our
customer as a way of pacifying the situation. We would much rather spend more
of our own money and rectify the failure by bringing you the merchandise you
purchased in the condition you originally expected. It is also far beyond our
clearly expressed policy documents to provide a refund on any sale once merchandise
has been delivered as we are fruitful in our efforts to make any failure right
by our customer. You are receiving these further options for resolution as an
extreme exception because I can see and relate to the fact that you and your
family have not been provided with the typical Bobs experience we pride
ourselves on.
I do understand your frustrations and I completely acknowledge
the importance of this purchase and the intent it was given with. I do hope you
can see that we are trying desperately to make this right by you and your
family. Everyone involved here is a person and people make mistakes. We have
taken every precaution available to us to ensure this fourth attempt does not
fail and you receive this beautiful gift in pristine condition. The delivery
team is able to contact our Customer Care Department from the delivery address
prior to leaving the residence so while totally unanticipated, if there is an
event of disappointment, we are prepared to speak with your family member via
our Customer Care Department immediately.
I apologize again for your displeasure and assure you that
you want nothing more than to satisfy your concerns and deliver your family a
gift that can be enjoyed for years to come.
Kind
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]
Revdex.com:
I have sent the following information requested to Bobs. Unfortunately, their 3rd party company whom they outsource the warranty from is one of the worst companies I have dealt with. Please see below for reviews regarding "Guardian Protection Plans"[redacted]
[redacted]The following are complaints about Bobs and their products:[redacted]Unfortunately, I am going through the exact same thing I did with our table. Even if you call guardian and report it as an accident, they STILL deny the claim!Either Bobs needs to step in and reel in Guardian or they need to affect a response without whining about it.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
We have reached out to this customer via email and have been
communicating about resolving this customer’s concern by picking up the
merchandise on 10.31.2014 and providing a Gift Card to Bobs Discount Furniture
Stores as a further form of apology. We have not...
heard directly back from our
customer since 10.16.2014.
My understanding is that our customer is apprehensive on
accepting compensation in the form of a gift card and is still inquiring about
the deposit she put down with a third party company called ‘[redacted]’.
Monetary funds were never transferred from the customer to Bobs Discount
Furniture from this sales order therefore Bobs Discount Furniture is not
permitted to offer an apology in the form of monetary funds back to this
customer.
We are acting as a Liaison in this case and doing our best
to work with our customer while honoring the agreements she signed with the
third party vendor ‘[redacted]’.
Please reach out to the customer and ask that she respond to
us again thru this Revdex.com or via the email address she has been communicating
through ([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.
Please have them mail us the gift card indicated to [redacted]....we have friends who have just lost an income stream that could really use the card.
Sincerely,
[redacted]
Good Morning Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. Guardian (Crypton is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount...
of
approved claims through this third party company. Our customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries.
We provide a general flyer at the
time of sale that very clearly indicates there are some exclusion(s) to the
protection plan and the document further encourages the consumer to read their
full plan documents for the list of exclusions. As the manager of the plan,
Guardian is responsible for sending the consumer the plan documents. Should the
customer decide that they would like to review the complete plan documents as
the flyer suggests and they don’t have these documents, we assume (as any
retailer would) that the customer would then try and obtain said documents for
review. Had we been made aware of the need for these terms and conditions we
most certainly would have provided them upon any request. As it is not
typically a document we provide we literally have no way of knowing whether the
consumer has received the complete plan or not and we see no reason not to
trust that Guardian is continually sending these documents as many claims for
coverage are routinely approved.
While we certainly understand and acknowledge our customer’s
frustration the plan has specific terms and conditions that must be adhered to
by all consumers alike in order to keep all resolutions fair. Our records reflect that the chairs have been
in the customer’s possession for over for years (date of delivery 11.11.2010)
and the chest has been in the home for nearly four years (date of delivery
4.30.2011). Any coverage directly thru Bobs Discount Furniture expired on these
items long ago and we have received no indication of concern on any of these
items until now.
We again apologize that the customer didn’t receive the service
expected from the Guardian company and are willing to look into this claim
further and dispute the claim with Guardian on their behalf should we feel
necessary.
At this time we ask that the customer provide photographic
evidence via this Revdex.com channel of the damage/overall condition of these items.
It is reasonable to expect that all items should be kept in good condition
prior to an insurance claim being entered for coverage.
To move forward please advise the
customer that we require a minimum of 2-3 pictures (in color) for each item
that is listed in this complaint. I have listed the requirements below to
ensure our request is specifically notated:
-Minimum 2 Photos of the chair:
- 1 Picture that clearly shows the entire facing surface (seats, inside back) of
the chair
-
1 Picture that clearly shows the damage marks at close range (Example: where
the leg snapped off and leg)
-Minimum 2 Photos of the server:
- 1 Picture that clearly shows the entire facing surface of the server
-
1 Picture that clearly shows the damage marks at close range (Example: Interior
of drawer)
-Minimum 3 Photos of the chest:
- 1 Picture that clearly shows the entire facing surface of the chest
-
1 Picture that clearly shows the damage marks at close range
-
1 Picture that illustrates the structure damage to the drawers
We will review these photos
(Request is for 7 photos in total) with our Service Management Team and respond
with what, if any, options for resolution we may have to offer this customer.
Sincerely,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
Please pass on our earnest apology
for the inconvenience the multiple deliveries caused our customer. We can
certainly understand the customer’s frustration and acknowledge the reasons why
the customer feels so dissatisfied with our services overall. My offices are in
first receipt of this rejection on 2.12.2015 and we are responding within the
same day of receipt from Revdex.com (2.12.2012). Our records indicate that we were
able to provide a satisfactory footboard to this customer on 2.11.2015.
While it is not normal procedure
to so we do recognize that we have failed our customer and we are willing to
make an exception in this case to work above our normal compensation guidelines
and policies. We do not normally offer apology monetary amounts as we value the
opportunity to prove to our customers that on an extremely large scale our
clients are very satisfied with the service they have received from all levels
of our organization.
As our records reflect that the
merchandise concern has been rectified, we can offer to provide the customer
with a monetary refund based on 50% of the amount paid to us for a delivery fee
on this sales order ($100.00). Should the customer wish to accept this offer as
a further form of apology from us, please advise that they may respond to this
communication via the Revdex.com as ‘satisfactory’ and we will have our retail
location reach out to them to complete any further processing needed.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
I am aware it is a one time repair warranty that I purchased. I have never had anything I purchased there repaired. The way I described the incident in damages to Revdex.com is the same exact way I described it when I put in my claim. Also I never received anything on what the warranty covers or doesn't cover when I purchased the furniture. I purchased a warranty and deserve to be able to use it. It's one little section of the cussion. Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
Good Afternoon Revdex.com,
I have reviewed [redacted] account and concerns in full at this
time I believe the best recourse for both parties involved is a removal of the
furniture from [redacted] home for a full refund. We have offered multiple options
for resolution from the highest levels of...
our Customer Care Office and [redacted] has
refused each option we feel is a fair and adequate offer.
While I am truly very sorry that we were unable to satisfy
our customer after multiple delivery attempts, I do understand his reasoning
for wanting a full refund due to the frustration and inconvenience we have
caused him. I tried calling [redacted] on the phone number he listed in this
complaint today (10.14.2014 at 1:42PM) and I wasn’t able to speak with him
directly. I have left him a message to please contact our Customer Care Office
at ###-###-#### to schedule a date that we can remove this furniture from his
home. Once the furniture has been fully returned to our warehouse, and only at
that point, our system will allow the refund process to begin. A couple business
days after the pick up is completed [redacted] may contact our retail location (###-###-#### *press 1 when you hear Bobs voice)
and provide the credit card numbers associated with his original purchase,
at this point we will process the monetary return to the two separate credit
cards.
The credit number associated with this pick up and refund
is: [redacted]. We await [redacted]’s call to schedule the pick up so we can offer our
customer the satisfaction he seeks. We apologize again that [redacted]’s experience
with us was not a good one and wish him the best in his future furniture
endeavors.
Kind Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
Our records indicate that this consumer has been in direct
contact with our Customer Care Offices after this complaint was sent to you.
This item is completely outside of any factory defect
warranty through Bobs Discount Furniture based on the fact that the...
customer
has had possession since 2011.
We have offered a fair and adequate resolution for this
concern and apologize that the delay in parts shipment remains beyond our
control. These parts must be procured thru an overseas vendor and we are just
as disappointed as the customer is in this shipping container’s unexpected
delay.
As of 3.20.2015 this customer was granted the option of a 50%
refund based on the price paid for this order directly by the customer. Our
records indicated that customer paid $153.20 out of pocket for this order so
the refund would be processed back to the original method of payment in the
amount of $76.60. This resolution has been available to the customer since
3.20.2015 and to date (3.27.2015) our Customer Care Offices are still waiting
on a phone call from the customer directly to advise us if they would like this
refund processed to them.
Please advise the customer to contact us directly at
[redacted] (Mon-Sat: 6:30a-8:00p / Sun: 10:30a -7:00p) so we can process the
already offered resolution should she wish to accept.
Revdex.com:I will accept the store credit offered by the business and will exchange the furniture that is defective.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Good Afternoon [redacted],
e Technician Departments. The photo review
I apologize that you are experiencing any dissatisfaction with
the ‘[redacted]’ protection plan you purchased thru us or any dissatisfaction with
your merchandise.
[redacted] is known as their parent
company) is a third party company and we have, for...
many years, experienced a
vast amount of approved claims through this third party company. Our customer’s
are usually very happy with the outcome of their reported claim and based on
the price they paid for the coverage our sales associates and sales managers
would have no reason not to boast about the extreme value the protection plan
carries.
We provide a general flyer at the time of
sale that very clearly indicates there are some exclusion(s) to the protection
plan, accidental coverage applies to a single instance of occurrence, and the
document further encourages the consumer to read their full plan documents for
a more detailed list of exclusions. As the manager of the plan, [redacted] is
responsible for sending the consumer the plan documents. Should the customer
decide that they would like to review the complete plan documents as the flyer
suggests and they don’t have these documents, we assume (as any retailer would)
that the customer would then try and obtain said documents for review. Had we
been made aware of the need for these terms and conditions we most certainly
would have provided them upon any request. As it is not typically a document we
provide we literally have no way of knowing whether the consumer has received
the complete plan or not and we see no reason not to trust that [redacted] is
continually sending these documents as many claims for coverage are routinely
approved.
In your specific scenario our records do
reflect that photos you provided were reviewed by the highest levels we have
available in our C
did not depict that the item would be repairable by sending you a technician
alone and regretfully any warranty coverage you had with Bobs Discount
Furniture directly expired nearly one year ago. Your account does not depict
any previous reports of concern with your warranty period and as a business we are
directly liable for coverage within the one year guarantee for factory defects
we express on our sales invoice.
Due to [redacted] being a third party company
we are unable to offer resolutions for their coverage plan or overturn denial choices
they have made and I am sincerely very sorry that there is no recourse that
Bobs Discount Furniture can offer regarding your recliner.
Should you feel that for some reason the
plan was misrepresented to you during the sale period (2 years ago) and wish to
cancel the ‘[redacted]’ protection plan and receive a refund on the cost you
paid us for it ($49.99); we will offer to refund that to you via a corporate
check that would take approximately 7-14 business days to arrive to you once
the refund request has been submitted.
I look forward to hearing back from you via
this Revdex.com channel you have opened.
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Good Afternoon Revdex.com,
We don't blame our customer for being upset with us and on behalf of Bobs
Discount Furniture I extend my sincerest apologies to our customer. I know and
acknowledge how unpleasant the initial delivery experience must have been for
our customer and while I know this is...
their Bobs experience I assure our
customer that we would not be continuing to grow if all our customers were met
with so much disappointment during such an important purchase.
The customer’s comments regarding the service received by the delivery team
are very important to us. We want customers to love shopping with Bobs, so a
report of a disturbing experience with any delivery team is a serious concern
for us. Our customers deserve only the best service and we have begun
addressing the obvious coaching concerns the customer has brought to our
attention and will take the appropriate actions.
In terms of our Customer Care team seeking to make the delivery failure
right, our records indicate that the customer has been placed on a special
request expedited add on for delivery on 2.07.2015 (this Saturday). We did
explain that we would make a special request for this expedited delivery to the
customer when we last spoke on 2.05.2015. We have made a valid effort as a
business to correct this mistake and apologize again to our customer for the
footboard not arriving to their home as we intended it to.
Bob’s prides itself on providing quality service and the best
value product for the price. Our primary focus is on making the concern we
caused right so that our customer is satisfied with the product that they have
purchased from us.
We have continued as a business to address this individual’s
concern the moment it is presented to us and work out of our normal guidelines
because we realize the level of dissatisfaction this consumer is emulating as a
result of our failures.
At this time we are looking forward to completely resolving this
customer’s concern on 2.07.2015 and should the customer still be seeking a
further apology amount from us they will be able to speak with our Customer
Care Office prior to the delivery team leaving their residence on 2.07.2015. We
will review the account at that time and determine what, if anything, further
we are able to offer.
Kindest
Regards,
[redacted]
[redacted]
[redacted]
Good Day Revdex.com,
Our offices are in receipt of this response on 4.15.2015and
are responding to you/the customer on the same day.
Bob’s
prides itself on providing quality service and the best value product for the
price. Our primary focus is on making the concern we caused right so that our
customer is satisfied with the product that they have purchased from us. Once
the original concern is fully resolved we would be happy to provide an offer to
our customer for a further form of apology for the inconveniences we have
caused.
We are
genuinely seeking to help the customer move forward in getting a complete
working bed and are willing to offer options for resolution, in offering the
appropriate resolution to our customer to ensure that this concern is rectified
in full it would an extreme help to have had details confirmed as communicated
in our first response as our records remain unclear.
In
example:
Our question regarding the
footboard remains unanswered. Our records do not indicate there is a footboard
for this bed in the home however at this time I am moving forward working off
the rejection response and assuming that the customer does in fact have a
footboard in the home.
The rejection response does
indicate that the customer is seeking another set of hardware for the second
storage drawer so this also leads me to believe that there is a footboard
present in the home (as the drawers are inside the footboard for this model).
As of 4.10.2015 we have mailed out the remaining hardware
needed for the second storage drawer. We sent these parts via [redacted] – Tracking
number: [redacted]-
This tracking numbers indicates that the package sent arrived to the customer
on the following date: Sat 4/11/2015 10:11am.
These
parts were shipped to: [redacted] / [redacted] [redacted]
(as listed on the previous part order/shipment).
As of 4.10.2015
we have also mailed out a copy of the ‘Assembly Instructions’ we have for this
bed. I have gone a step further and attached
these instructions to this Revdex.com response as well to ensure the customer gets
them. There is a complete hardware listing on this document for the customer to
review and respond with what other parts may be missing to complete assembly
(for a faster turnaround time the customer is welcome to contact our Customer
Care Offices with this information if they prefer to work with us directly).
This letter has been sent to: [redacted] / [redacted] [redacted] (as listed on the previous
part order/shipment).
We will
cover the cost of supplying any additional parts/hardware that may be needed to
get this bed in fully working order and once all the necessary parts/hardware
have been confirmed as being in the home; we will also offer to schedule a
delivery team (at no charge) to the customer’s residence to assemble the bed
for the customer.
We are
very sorry again for any and all inconveniences this concern has caused our
customer and will continue to work at full capacity to make these concerns
right.
Thank You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
[redacted],
You are a horrible business woman with no sincerity what so ever. Your responses are awful! I will never do business with Bob's again and really it's all because of you. [redacted] was so classy when I had an issue with them. They called, were sincere, sent me a $100 gift card and waived the delivery fee all because they delivered one section that was wrong. You on the other hand have stated things in each sentence that make it seem as if I am the person who did something wrong especially when you quote victim. You're going to make an "extreme courtesy" and refund me $75! haha, Laughable. Please just keep your money. That's a slap in the face after all I had experienced and the horrible customer service I received. Why?? If my couch was in your store the week it was supposed to be, why did Bob's not deliver it to me? I was told you only came to my area on Tuesdays and Thursdays, yet after being through all I went through an exception should have been made so that the couches were here on time, which was my whole problem in the first place! I was charged for delivery, which I should not have been regardless of the fact that you didn't charge me for the loaner couch you delivered. That was something your company SHOULD have done in an effort to help the situation of me not having my couches that were guaranteed to me by a certain time. THEN, the couches come in by that time, but you don't deliver them to me because your company didn't deliver to my area the day before my event. RIDICULOUS! absolutely ridiculous. SO please keep your $75, keep your insincere attitude, keep your awful customer service reps and I just will NEVER SHOP AT BOBS AGAIN. I will tell everyone about the horrible experience I had, more so with you!! and beyond all of that it's apparent that I really don't have to worry since you have a ONE STAR rating! Bravo!!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Good Afternoon [redacted],
My name is [redacted] and I work for Bobs Discount
Furniture Customer Care. I’m very sorry to learn about the disappointing experience you have outlined to occur during
your delivery experience with us. While it is far beyond normal procedures to
take...
away anything other than a traditional mattress and/or foundation I can
understand your frustrations as you have indicated our sales professional gave
you the impression this was completely within our policies.
I further apologize that we weren’t able to get our delivery team
back to you in a reasonable amount of time to remove these additional items
that they left in such an inconvenient place/manner.
The Revdex.com offers a very valuable mediation channel for a customer
and a business alike and I assure you we do want to reach an agreement with you
that you find satisfactory for resolution to this concern.
As a retailer we cannot make offers of apology or resolution off
of an alleged payment amount that any consumer cites to have paid out to third
parties. Even with sufficient evidence a business cannot be forced to enter into an additional agreement to pay
such charges. Looking at this strictly from your perspective, as a business we
can and should be expected to uphold the agreement of which you contracted a
delivery service and delivery fee from us for. I agree that the delivery
service you paid for was not fully honored therefore we are willing to refund ½
of the delivery fee you paid to us in an effort to resolve your overall disappointment.
This would work out to be a refund of $84.99 (plus any applicable
taxes your state may or may not charge for delivery fees). Should you wish to
accept this offer as our form of apology for our failures we are more than
happy to process this refund amount to the original method of payment you used
on this sale.
Please let me know if you find this resolution offer acceptable –
via this Revdex.com channel- and I will have
the appropriate party reach out to you to confirm your original credit card
number ( we do not keep full credit card numbers on file for the protection of
our customer’s security).
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
We apologize to our customer for any inconvenience the
concerns with their merchandise and/or protection plan is causing them to
experience at this time. The ‘Goof Proof’ protection plan, as its name depicts,
offers coverage on most in home accidental damages and some...
mechanical concerns
after expiration of the factory defect warranty. The type of plan the customer
purchased is completely managed thru a third party company and not Bobs
Discount Furniture directly. As [redacted] is a company managed separate from
Bobs Discount Furniture we are unable to reverse a denial under the terms and
conditions set forth by [redacted].
The one year warranty for this merchandise through Bobs Discount
Furniture expired on 09.23.2011. The customer has no coverage associated with
this item thru Bobs Discount Furniture remaining and our records indicate no
report of concern with the leather until now; the merchandise has been in the
home for a period of over four (4) years of use.
Our records do not indicate the alleged occurrence that one of our representatives asked the
customer to send in photos of her concern for review, in the event this
allegation proved to be truthful in no
way does a request for photos solidify an agreement that a business will take responsibility
or ownership for a concern.
We will most certainly address the coaching concern and
research all records associated with this account however as of today
(1.14.2015) the customer’s account shows that she contacted us after being
denied by the [redacted] company on 1.08.2015 and our Customer Care Agent
explained that regretfully we had no recourse to offer relating to this
concern. Upon calling back into our Customer Care Office on 1.12.2015 the
customer was again made aware that we were unable to offer further assistance
on this concern and then connected to one of our Customer Care Account
Management Leads who reinforced this fact.
Bobs Discount Furniture truly wishes to help every customer
who has a concern with their merchandise and we apologize that we have no
further recourse to offer relating to this customer’s specific concern.
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon [redacted],
We apologize that you have been experiencing so much disappointment
with your product and feel so let down by your ‘[redacted]’ plan. I have
reviewed your complete account history and find no report of disappointment
made directly to Bobs Discount Furniture from...
you. I fear you may have been
reporting your concerns directly to the third party company that manages the ‘[redacted]’ protection plan and not the Customer Care Office at Bobs Discount
Furniture.
[redacted] ([redacted] is known as their parent company) is a third party company and we
have, for many years, experienced a vast amount of approved claims through this
third party company. Our customer’s are usually very happy with the outcome of
their reported claim and based on the price they paid for the coverage our
sales associates and sales managers would have no reason not to boast about the
extreme value the protection plan carries.
We
provide a general flyer at the time of sale that very clearly indicates there
are some exclusion(s) to the protection plan and the document further
encourages the consumer to read their full plan documents for the list of
exclusions. As the manager of the plan, [redacted] is responsible for sending the
consumer the plan documents. Should the customer decide that they would like to
review the complete plan documents as the flyer suggests and they don’t have
these documents, we assume (as any retailer would) that the customer would then
try and obtain said documents for review. Had we been made aware of the need
for these terms and conditions we most certainly would have provided them upon
any request. As it is not typically a document we provide we literally have no
way of knowing whether the consumer has received the complete plan or not and
we see no reason not to trust that [redacted] is continually sending these
documents as many claims for coverage are routinely approved.
We again apologize that you didn’t receive the service
expected from the [redacted] company and are willing to look into your claim
further to see how we may be able to help you directly outside of your warranty
period through Bobs.
At this time we ask that you provide photographic
evidence via this Revdex.com channel of the damage you assert exists.
To
move forward please send a minimum of three (3) pictures (in color), I have
listed the requirements below to ensure our request is specifically notated:
-Minimum 3 Photos of the Sofa Sectional:
- 1 Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the sofa sectional
- 1 Picture that clearly shows the damage
marks (I am assuming seam tearing/ripping) at close range on the chaise.
-1 Picture that clearly shows the damage marks
(I am assuming seam tearing/ripping) at close range on the back cushions.
We
will review these photos with our Service Management Team and respond with
what, if any, options for resolution we may have to offer you.
Kindest
Regards,
[redacted]
Bobs
Discount Furniture[redacted]
Good Afternoon [redacted],
I truly am sorry that you found my response to be so unacceptable
and unsatisfactory. It is in my nature to ensure that I fully acknowledge the
complete details communicated via a customer’s complaint. The Revdex.com acts a
mediation service and Bobs Discount Furniture is an excellent company who is
given the opportunity by the Revdex.com to respond publicly to assertions that we have
failed in providing an acceptable level of service. Bobs Discount Furniture
does not purposefully set out to fail our customers and while your statements allude
to just that it is within our right to provide you and the Revdex.com with education
disputing these statements from our business perspective.
Of course
we have continued research into what we still consider a system abnormality in
regards to the date changing on your order and of course the paperwork currently
maintained in reference to your order (what you would receive a copy of) will
have the delivery date of 12.20.2014. This is the case because as a business we
honored the original agreement made with you therefore making any failure on
our part right.
As I
previously indicated, it is expected that our delivery team makes contact to us
from your residence prior to leaving. It is very embarrassing to know that this
usual protocol was not followed during your individual stop as I would have
anticipated it to be. I have already taken the appropriate measures to follow
up on the coaching concerns you assert to have witnessed during your latest
delivery from us and have full confidence that our Delivery Managers will appropriately
address the delivery team involved.
As a
further apology for the frustration we have caused you to feel we can offer to
mail you a Bobs Discount Furniture Gift Card in the amount of $50.00. While it
is certainly within your right to reject this offer we do wish to apologize to
you with a tangible token like a take with accessory from one of our showrooms.
Should you wish to accept this final offer of apology you may respond to me
directly via this Revdex.com channel or contact our Customer Care Office at
###-###-####.
Sincerely,
[redacted]
Bobs
Discount Furniture
[redacted]
Good Morning [redacted],
I apologize that you found my first response so insulting.
That certainly wasn’t its intent and as a representative of Bobs Discount
Furniture for the greater part of a decade I honestly care for each and every one
of our customers. I respond to customers who feel the need to escalate their
claims on a daily basis and I genuinely hope to communicate my willingness to
provide the best care possible in every single scenario. I love my career and I
am blessed to work for a company that has been built on ensuring our customers
are satisfied day in and day out. I trust that if you take the time to read the
responses I continually post on the Revdex.com you will learn that Bobs does not
provide “scripted service”. I don’t believe
I gave you any reason to think I would question the trust that exists between
you and the person accepting this furniture however I apologize to you again if
there was some reason you felt it necessary to cite a comment of that nature.
Bobs Discount Furniture believes that repairing a product to
better than showroom quality does not make it the same as our clearance or pit
merchandise. It makes it better than new, if the item came from the factory
with damages why would any retailer want to take a chance on disappointing their
valued customer again? Since your furniture would be receiving one on one
attention instead of coming from the factory and many assembly lines again,
professional service really is the best option for every customer. If you are
unable to see the value in that offer I understand and of course we would never
force any customer to accept any route for resolution they aren’t comfortable
with.
The reason you were not offered an additional discount on
the affected product after the initial failure is because we do not make a
habit of bringing our customers defective merchandise multiple times. We would
not be growing at the successful rate we are if we continually disappointed our
customers and caused them this amount frustration. Our intention is to deliver
you the product that you purchased in excellent condition and in the event we
fail we do not find it appropriate to throw empty monetary funds at our
customer as a way of pacifying the situation. We would much rather spend more
of our own money and rectify the failure by bringing you the merchandise you
purchased in the condition you originally expected. It is also far beyond our
clearly expressed policy documents to provide a refund on any sale once merchandise
has been delivered as we are fruitful in our efforts to make any failure right
by our customer. You are receiving these further options for resolution as an
extreme exception because I can see and relate to the fact that you and your
family have not been provided with the typical Bobs experience we pride
ourselves on.
I do understand your frustrations and I completely acknowledge
the importance of this purchase and the intent it was given with. I do hope you
can see that we are trying desperately to make this right by you and your
family. Everyone involved here is a person and people make mistakes. We have
taken every precaution available to us to ensure this fourth attempt does not
fail and you receive this beautiful gift in pristine condition. The delivery
team is able to contact our Customer Care Department from the delivery address
prior to leaving the residence so while totally unanticipated, if there is an
event of disappointment, we are prepared to speak with your family member via
our Customer Care Department immediately.
I apologize again for your displeasure and assure you that
you want nothing more than to satisfy your concerns and deliver your family a
gift that can be enjoyed for years to come.
Kind
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]