Good Morning Revdex.com,
I called as [redacted] requested and spoke with him yesterday
(1.05.2015) regarding this complaint.
I have sincerely apologized to [redacted] for lack of care and
empathy his concerns were continually met with and thank [redacted] for taking the
time to escalate his...
concerns so that we can address the obvious coaching
concerns that have been presented to us.
[redacted] and I were able to agree on a satisfactory
resolution for further accommodation which has since been processed and confirmed
with our customer.
Thank you for providing the opportunity to make it right,
[redacted]
Customer Care Corporate Management
Bobs Discount Furniture
Good Morning Revdex.com,
Please pass on our sincerest apologies to our customer for
the inconvenience they have experienced during the delivery of their living room
purchase with us. The customer’s
original sofa was fully inspected by a factory trained professional and our
professional...
deemed that there was no defect present. Our technician’s report indicated
that when the sofa was in the reclined position on the right side facing the
very small (1.5 inch) gap was normal for the product and its expected wear
pattern for years to come.
Although our technician found no factory defect present we
went the extra mile for our customer and approved exchanging the sofa as a
courtesy. Due to the fact that we communicated, and fully inspected for the
customer previously that their concern was not a defect, the factory fresh exchange
model came out built the same way and continued to cause this customer a preference
concern. This exchange delivery took place on 4.08.2015.
The customer’s sale invoice (which is commonly signed and
agreed to by the purchaser at the time of sale) clearly denotes that we are
unable to offer a return on purchases already delivered into the home. This
document goes on to further indicate that if there is a defect in the product
that cannot be serviced we will replace that product for the customer. As a
business we have already worked above and beyond all policies indicated and
agreed to in an extreme effort to please this individual directly.
As of right now our records indicate that the customer has
agreed to the option we presented on 4.08.2015 for a return for store credit.
On top of that option being offered as another
extreme courtesy (since we did not fail our customer and the merchandise is
in factory fresh condition) we have refunded the charges the customer made to
the financing account for the purchase of insurance (Goof Proof Plus) and
offered to cover the cost of delivering the customer’s newly selected
merchandise (this delivery fee coverage offers the consumer an additional
savings of $100-200).
We are confident that we have another product that will suit
this customer’s preferences available in our extensive sales floor line up,
should the customer wish to select a different furniture item (other than
living room) that is also entirely acceptable. As a retailer the option that we
have in place benefits our customer before our business overall and is the most
fair and adequate offer for resolution moving forward.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I am still not understanding why they keep saying I have failed to show them proof of the tear, because I have sent pictures numerous times. At this point, I will accept my money back since I feel that the plan was not at all what I was told and what the pamphlet says. The refund can be mailed to [redacted]Sincerely, [redacted]
Good Afternoon [redacted],
I am very sorry for the disappointment you are experiencing with your
bonded leather loveseat. 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. If
you continue to purchase/maintain bonded leather furniture in your home
regretfully peeling can occur based on the nature of this material’s
manufacturing process. You have had this set for over three years and in
that three year period our records indicate that you have not reported any
issues to us before now. The Bobs warranty on your merchandise expired over two
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, we are only
able to make a store credit offer to you from a place of extreme courtesy and
care.
If you would like to reselect to a different loveseat, made of a different
material that may fit your furniture needs better we can offer to credit you 80%
of the original cost you paid for the loveseat.
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 can offer to remove the loveseat you currently
maintain on the same date we deliver the newly selected merchandise and cover
the cost of disposal for you.
Please let me know if this option for resolution is acceptable to you and I
will process the necessary paperwork and have our retail location contact you
to make you aware of your available credit.
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
This particular claimant has used your channel before via claim # [redacted] (DEC of 2013) and received direct recourse and assistance from us as a
business. I personally worked with this customer at that time and I am certain
that I fully informed the customer at that time...
what the parameters of the
Guardian Plan are for coverage. We also worked above and beyond for the
customer as a refund on the plan was received from the Guardian company on that
particular sales order and set the precedence of taking more than appropriate
care of our customer by additionally paying for a new dining room set to be
delivered at no charge to this customer. Our past extreme efforts will be
considered in the event we may be able to offer any type of additional courtesy
to this individual after this new claim is fully reviewed.
I am not certain why and frankly it causes me great sorrow
that, this consumer felt the need to
escalate again to the Revdex.com against Bobs Discount Furniture as we made and
followed thru on every effort to satisfy his needs previously. I genuinely
would have hoped he would have been left with a better impression of our
organization after his interactions with me directly and via the Revdex.com.
Should the claimant wish to again demand possible recourse
assistance directly from Bobs on a plan that is managed thru a third party we
require the same information as we did before. The customer can respond to us
thru this Revdex.com channel with:
What
one time accident occurred to what item?
Photographic
evidence to support this accidental occurrence report
After reviewing this information we will respond again thru
Revdex.com with what, if any, options for recourse we have to provide.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
We are truly very sorry that this
customer is experiencing any disappointment while trying to use the protection
plan they purchased from us. As
indicated several times -[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. Any warranty from any company cannot be honored should your claim
not be of a coverable instance under said warranty.
In this scenario the consumer is
demanding that a retailer take full responsibility for a product that has had
no reported defects over the course of many years in the home. It should also
be considered that the warranty period directly through Bobs Discount Furniture
is void, the report that the technician provided us with does not depict what
the customer is alleging to have occurred while the technician was in the home,
and most importantly the customer’s product is not currently experiencing
a factory defect.
It is my personal observation that
given the level of aggravation being communicated from the customer, the
general sales overview we expect to be provided of the ‘[redacted]’ protection
plan may have led the customer to believe this was a protection plan that Bobs
Discount Furniture had some type of involvement in. For this reason, in
addition to our offer of supplying labor to install parts at no charge, we will
offer to refund the customer the price paid to us for the ‘[redacted]’
($99.99). ) We will offer to refund
that to the customer via a corporate check that would take approximately 7-14
business days to arrive by mail once the refund request has been submitted.
We have now made two courtesy offers
to the customer in an effort to resolve this concern and we do hope that this
customer can understand our position as a retailer while we work to balance the
needs of our business with the demands from our customer.
Kind Regards,
[redacted] [redacted]
Bobs Discount Furniture
[redacted]
Good Afternoon Revdex.com,
We are sincerely sorry for any confusion and inconvenience
caused during the sale/delivery process
for this furniture purchase.
[redacted] returned sectional with [redacted] & taxes
comes to a total of $15.19.72
Our records currently indicate that...
we are refunding [redacted] $29.99 +tax from his
original delivery fee ($32.53).
Per my calculations the merchandise [redacted] did have delivered
(a dresser and a chest) would have carried a cost of $99.99 per our normal
delivery fee tiers.
[redacted] original sales order indicates that he was charged
$199.99 for a delivery fee. This means we owe [redacted] a difference of $70.01 (+tax
= $76.05) from his original delivery charge.
I have entered the credit number for [redacted] to refund the
remaining $76.05 I believe is owed to him from his return.
Please advise [redacted] that should he want this refund processed
fully, along with the refund for the $1552.25 on his sectional, [redacted], and
partial delivery fee he should contact his retail location directly at:
###-###-#### (press the #1 when you hear “Our Bob’s” voice to be connected to
the office).
For his records the credit number associated with the
additional delivery fee refund I processed is: [redacted]. [redacted] will need
to provide us with the original credit card number used for this transaction so
that we can finish the refund process. We do not keep full credit card numbers
on file for our customer’s protection and our retail location maintains
unrecorded phone lines for occurrences like this. Should [redacted] feel more
comfortable visiting the [redacted] retail location he is welcome to take that
route instead.
In reference to the property claim [redacted] has filed:
Keeping in line with our standard practices we made the
third party trucking company aware of the damages reported to our Customer Care
Department on 11.12.2014. As of today (11.14.2014)only two full business days
have passed since the claim was entered and then uploaded to the trucking
company directly. We apologize to [redacted] for any information provided to him
improperly from our Customer Care Department and will certainly address the
coaching concerns he has brought to his attention. As [redacted] property claim is being handled by
the trucking company directly [redacted] can expect follow up from that third party
and not Bobs Discount Furniture directly. Per our contractual agreements with
this trucking company they are owed a fair chance to process resolution on
their claim prior to Bobs Discount Furniture asserting ourselves into a
situation where it is most likely unnecessary.
Should [redacted] not receive follow up from this trucking company
directly with 7 business days (from the date he filed) he can call our Customer
Care Offices (###-###-####) and ask that we escalate his claim to our delivery
managers so that they are aware he hasn’t received the appropriate follow up we
expect. I have also provided the most
updated telephone number I have for this trucking company as Bobs Discount
Furniture is not permitted to address or handle claims that originate from a
third party company.
For [redacted] records the claim number associated with the
property damage is: [redacted].
*
[redacted]
Complaint: [redacted]I am rejecting this response because: They tried to reach me during my working hours. I think they should try more than once. I most certainly was told, If you wait the 30 days you can save a re delivery charge.Sincerely,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and accept their offer for store credit in the amount of 70% of the price paid at the time of purchase as well as waiving of the delivery charge for the new item. Please have Bob's provide next steps we need to take in order to redeem this offer.
Sincerely,
[redacted]
Good Afternoon Quitemae,
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 very different dates then what you have
listed in this complaint. For example our records show that our attempt to
deliver your product occurred on 2.27.2015 (this past Friday – not a week prior
as you have asserted).
Our records further indicate that your refund was fully released from our
internal systems over this past weekend and officially the next day for banking
business wouldn’t have occurred until that following Monday (3.2.2015). 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 time because of the fact that even after we
release these funds there is another
party involved in getting these funds back to you. Your refund was also
entered and processed over the occurrence of a weekend which is significant due
to the nature of this transaction. Technically speaking today (3.04.2015) is
the 3rd business day from processing these electronic funds from our
end.
I would expect that the funds be completely reallocated to your method of
payment by this Friday (3.06.2015) which would meet our expectations of a maximum
five day processing time, 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.
Once more – the funds have been completely released from our end
and at this time if you are still waiting on the refund it is due to the processing
time associated with the bank your card if thru.
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
Good Morning[redacted],
I am very sorry to learn of the dissatisfaction you experienced
while making/waiting on your purchase from us. I
don't blame you for being very upset with us and I know and acknowledge how
unpleasant this entire ordeal has been for you. I truly wish there...
was a way I
could undo what has been done and I apologize again for the appalling
impression you have been left with of our company.
Your
comments regarding the service you received by our delivery team, customer care,
and sales office are very important to us. We want customers to love shopping
with Bobs, so your report of a distressing experience with any of our
associates is a serious concern for us. It is inexcusable for anyone to address
our customers deliveries in an impatient way and the lengthily wait you cite to
have endured is certainly our failure as well. We have begun addressing the obvious
coaching concerns you have brought to our attention within our staff and will
take appropriate action.
You have
our pledge to maintain the quality of all our customer interactions at every
level and we truly thank you for reporting these incidents to us.
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. It was never our intention to offend you by offering you a
further form of apology after we made your concern right. While we understand
that this is your Bobs experience, we do not continually let our customers down
on the nearly 3,000 deliveries we complete successfully ever day. I do
acknowledge your reasons for canceling your order and I am genuinely sad that
we lost your business due to the inconveniences we caused you.
Please let me know if there is any way you would consider
reinstating your sales order with us and if so, I’d be happy to discuss a
further form of apology that can be accommodated prior to your delivery occurring.
Kindest
Regards,
[redacted]
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I have chosen option #1.
Sincerely,
[redacted]
Good Morning Revdex.com,
I personally spoke with [redacted] on 2.17.2015 regarding this
complaint.
I have
made [redacted] aware of our apologies for the inconveniences our failures
have caused him and we were able to reach an agreeable resolution of providing
him with factory fresh models...
of his merchandise on 2.24.2015.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate
Liaison
Complaint: [redacted]
I am rejecting this response because: I have attached the pictures that I have already sent to Bob's Furniture upon their request when I first contacted them concerning the defective furniture. I sent them the pictures because they said they would stand behind their furniture. I did give them the purchase date when I spoke to them. I did not receive the information that they said I received when I purchased my furniture. I have all of my original receipts and paperwork and that is not among them. If I would have been told this information I would not have purchased the added insurance.
Sincerely,
[redacted]
Complaint: [redacted]I am rejecting this response because: I think I have made it quite clear that my expectation is a replacement sofa. This business has chosen money over customer satisfaction.Sincerely,[redacted]
Good Morning Revdex.com,
Please pass on our apologies for the alleged experience
the customer outlines to have occurred during his service visit. We will move
forward in investigating these allegations directly with our technician. We
assure our customer that we wish to resolve his dispute in a...
fair an adequate
manner and whether the report was provided to us in or outside of the home we
stand behind the integrity of our technician’s report. Our Service technician’s
are factory trained professionals who know and understand the inner workings of
the merchandise we sell, they are fully qualified to determine if a defect in
workmanship is present or if merchandise is showing signs of wear and tear from
the amount of use it has been receiving in an environment.
Bobs Discount Furniture offers coverage against
manufacturing defects and just as its name outlines, the ‘Goof Proof’
protection provides coverage against accidents. At this time the merchandise in
the customer’s home is not experiencing concerns from either of those
instances, therefore the coverage purchased does not apply at all. This
merchandise was delivered nearly three years ago and we have not received any
complaints or concerns from this customer until now, the depth of damage the
customer is reporting cannot possibly have occurred overnight or all at once
just recently.
As we agree with our service technician’s findings we are
only able to make a one time extreme
courtesy offer to this customer for possible resolution. Should the
customer wish to reselect to a different set of furniture we will offer to
provide the customer with a store credit of 70% based off the original prices
paid for this sofa and loveseat. Should the customer wish to have this new
selection delivered a delivery fee will be charged at the new time of sale. We
will offer (an additional courtesy) to haul away the current merchandise the
customer has in their possession and dispose of it on the same day we deliver
the new selection.
Should the customer wish to accept our offer of store
credit they can respond to this Revdex.com channel as ‘satisfied’ and we will have our
retail location reach out to them for further confirmation of their active Bobs
Discount Furniture credit number.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate
Liaison
Complaint: [redacted]I am rejecting this response because:The dresser was purchased as part of a bedroom set. Your incompetent employees made it clear to me that the item is out of stock and that there is no guarantee the item will be available on 2/28/15. Since the dresser was advertised as part of the package I ordered I believe you falsely advertised and such practices are deceptive. As a matter of fact...you're still selling this item on your website. How many other customers are you lying to? I'm willing to accept delivery of the dresser if you can 100% guarantee that it will be delivered by 2/28/15 along with monetary compensation. A $200.00 credit does cover the interest on my credit card, frustration, time off from work, and hours of cellular time spend calling your uneducated client care representatives. I refuse to accept a gift card as I will not purchase anything from your company again nor will I agree to settle on compensation after delivery.Sincerely,[redacted]
Good Afternoon Revdex.com,
Please pass on our sincerest apologies for the
inconvenience the delay in delivery caused our customer. We can certainly
understand the customer’s frustration and assure our customer that we have been
working to the best of our ability to resolve any and all concerns...
with the
unpredictable weather we have been receiving.
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.
Our records indicate that while we were unable to deliver
to this customer due to events beyond our control on 2.14.2015 we made great
exceptions and were able to hold this customer’s merchandise at a trucking
location to deliver on our following delivery day of 2.16.2015. We worked at
full capacity to get this customer their merchandise as soon as possible and
added this delivery to an existing run on 2.16.2015 clearly placing this
customers immediate needs above all others.
To maximize efficiency and keep
the delivery service fair for all consumers alike we route all of our
deliveries using a computer system that registers distances between all of the
sub contracted trucking depots and the customer’s stops that are scheduled.
Once this electronic routing process is completed an automated calling system
makes contact with our customers and provides an estimated four hour window for
arrival. On a very large scale out of 3,000 deliveries a day this process
allows for a smooth completion of delivery. We communicate this via many facets
to remain as honest and transparent as possible with our customers. Some of
those facets include the trifold provided at the time of sale and the ‘Delivery
Tracker’ available through our website. As a retailer we can never expect to
know what events will occur out of our direct control on the road when the
delivery date arrives. For example, if one customer cancels, is not at home, or
has a walkway that is full of snow it can cause the team to run earlier or
later than expected.
As a business we have
continued to address this individual’s concerns the moment they were presented
to us and work out of our normal guidelines because we realize the level of
dissatisfaction this consumer experienced due to the weather delay. We
apologize to our customer again that any frustration was caused and wish them
the best on their new sleep set.
Complaint: [redacted]
I am rejecting this response because:The letter that Bob's Furniture Store replied with is NOT what I was told at the store at any time. The PRICE PROTECTION AGREEMENT form that is attached was NEVER given to me to sign or did anyone in the store explain Bobs agreement with the customer. They clearly stated it was a layaway & not anything different. Nor is in the store anywhere to be found, signs that state what Bobs Furniture is calling a "Price Protectio Agreement." I am totally upset by the tactics used to lure people into their store. No one in the [redacted] Bobs Furniture Store that I spoke (which was at least 10 different people explained your so called policy nor did I sign this agreement that you attached!
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because there is no way possible that a truck could get stuck at the end of our driveway. The delivery drivers the very next morning agreed that it was simply not possible. While we appreciate the refund of the delivery fee, we are expecting that The company will re-consider a further discount on the purchase and recant their assertion of this or provide photographic evidence to support the claim. I will send photos of the driveway if that will help.
Sincerely,
[redacted]
Good Morning Revdex.com,
I called as [redacted] requested and spoke with him yesterday
(1.05.2015) regarding this complaint.
I have sincerely apologized to [redacted] for lack of care and
empathy his concerns were continually met with and thank [redacted] for taking the
time to escalate his...
concerns so that we can address the obvious coaching
concerns that have been presented to us.
[redacted] and I were able to agree on a satisfactory
resolution for further accommodation which has since been processed and confirmed
with our customer.
Thank you for providing the opportunity to make it right,
[redacted]
Customer Care Corporate Management
Bobs Discount Furniture
Good Morning Revdex.com,
Please pass on our sincerest apologies to our customer for
the inconvenience they have experienced during the delivery of their living room
purchase with us. The customer’s
original sofa was fully inspected by a factory trained professional and our
professional...
deemed that there was no defect present. Our technician’s report indicated
that when the sofa was in the reclined position on the right side facing the
very small (1.5 inch) gap was normal for the product and its expected wear
pattern for years to come.
Although our technician found no factory defect present we
went the extra mile for our customer and approved exchanging the sofa as a
courtesy. Due to the fact that we communicated, and fully inspected for the
customer previously that their concern was not a defect, the factory fresh exchange
model came out built the same way and continued to cause this customer a preference
concern. This exchange delivery took place on 4.08.2015.
The customer’s sale invoice (which is commonly signed and
agreed to by the purchaser at the time of sale) clearly denotes that we are
unable to offer a return on purchases already delivered into the home. This
document goes on to further indicate that if there is a defect in the product
that cannot be serviced we will replace that product for the customer. As a
business we have already worked above and beyond all policies indicated and
agreed to in an extreme effort to please this individual directly.
As of right now our records indicate that the customer has
agreed to the option we presented on 4.08.2015 for a return for store credit.
On top of that option being offered as another
extreme courtesy (since we did not fail our customer and the merchandise is
in factory fresh condition) we have refunded the charges the customer made to
the financing account for the purchase of insurance (Goof Proof Plus) and
offered to cover the cost of delivering the customer’s newly selected
merchandise (this delivery fee coverage offers the consumer an additional
savings of $100-200).
We are confident that we have another product that will suit
this customer’s preferences available in our extensive sales floor line up,
should the customer wish to select a different furniture item (other than
living room) that is also entirely acceptable. As a retailer the option that we
have in place benefits our customer before our business overall and is the most
fair and adequate offer for resolution moving forward.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I am still not understanding why they keep saying I have failed to show them proof of the tear, because I have sent pictures numerous times. At this point, I will accept my money back since I feel that the plan was not at all what I was told and what the pamphlet says. The refund can be mailed to [redacted]Sincerely, [redacted]
Good Afternoon [redacted],
I am very sorry for the disappointment you are experiencing with your
bonded leather loveseat. 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. If
you continue to purchase/maintain bonded leather furniture in your home
regretfully peeling can occur based on the nature of this material’s
manufacturing process. You have had this set for over three years and in
that three year period our records indicate that you have not reported any
issues to us before now. The Bobs warranty on your merchandise expired over two
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, we are only
able to make a store credit offer to you from a place of extreme courtesy and
care.
If you would like to reselect to a different loveseat, made of a different
material that may fit your furniture needs better we can offer to credit you 80%
of the original cost you paid for the loveseat.
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 can offer to remove the loveseat you currently
maintain on the same date we deliver the newly selected merchandise and cover
the cost of disposal for you.
Please let me know if this option for resolution is acceptable to you and I
will process the necessary paperwork and have our retail location contact you
to make you aware of your available credit.
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
This particular claimant has used your channel before via claim # [redacted] (DEC of 2013) and received direct recourse and assistance from us as a
business. I personally worked with this customer at that time and I am certain
that I fully informed the customer at that time...
what the parameters of the
Guardian Plan are for coverage. We also worked above and beyond for the
customer as a refund on the plan was received from the Guardian company on that
particular sales order and set the precedence of taking more than appropriate
care of our customer by additionally paying for a new dining room set to be
delivered at no charge to this customer. Our past extreme efforts will be
considered in the event we may be able to offer any type of additional courtesy
to this individual after this new claim is fully reviewed.
I am not certain why and frankly it causes me great sorrow
that, this consumer felt the need to
escalate again to the Revdex.com against Bobs Discount Furniture as we made and
followed thru on every effort to satisfy his needs previously. I genuinely
would have hoped he would have been left with a better impression of our
organization after his interactions with me directly and via the Revdex.com.
Should the claimant wish to again demand possible recourse
assistance directly from Bobs on a plan that is managed thru a third party we
require the same information as we did before. The customer can respond to us
thru this Revdex.com channel with:
What
one time accident occurred to what item?
Photographic
evidence to support this accidental occurrence report
After reviewing this information we will respond again thru
Revdex.com with what, if any, options for recourse we have to provide.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
We are truly very sorry that this
customer is experiencing any disappointment while trying to use the protection
plan they purchased from us. As
indicated several times -[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. Any warranty from any company cannot be honored should your claim
not be of a coverable instance under said warranty.
In this scenario the consumer is
demanding that a retailer take full responsibility for a product that has had
no reported defects over the course of many years in the home. It should also
be considered that the warranty period directly through Bobs Discount Furniture
is void, the report that the technician provided us with does not depict what
the customer is alleging to have occurred while the technician was in the home,
and most importantly the customer’s product is not currently experiencing
a factory defect.
It is my personal observation that
given the level of aggravation being communicated from the customer, the
general sales overview we expect to be provided of the ‘[redacted]’ protection
plan may have led the customer to believe this was a protection plan that Bobs
Discount Furniture had some type of involvement in. For this reason, in
addition to our offer of supplying labor to install parts at no charge, we will
offer to refund the customer the price paid to us for the ‘[redacted]’
($99.99). ) We will offer to refund
that to the customer via a corporate check that would take approximately 7-14
business days to arrive by mail once the refund request has been submitted.
We have now made two courtesy offers
to the customer in an effort to resolve this concern and we do hope that this
customer can understand our position as a retailer while we work to balance the
needs of our business with the demands from our customer.
Kind Regards,
[redacted] [redacted]
Bobs Discount Furniture
[redacted]
Good Afternoon Revdex.com,
We are sincerely sorry for any confusion and inconvenience
caused during the sale/delivery process
for this furniture purchase.
[redacted] returned sectional with [redacted] & taxes
comes to a total of $15.19.72
Our records currently indicate that...
we are refunding [redacted] $29.99 +tax from his
original delivery fee ($32.53).
Per my calculations the merchandise [redacted] did have delivered
(a dresser and a chest) would have carried a cost of $99.99 per our normal
delivery fee tiers.
[redacted] original sales order indicates that he was charged
$199.99 for a delivery fee. This means we owe [redacted] a difference of $70.01 (+tax
= $76.05) from his original delivery charge.
I have entered the credit number for [redacted] to refund the
remaining $76.05 I believe is owed to him from his return.
Please advise [redacted] that should he want this refund processed
fully, along with the refund for the $1552.25 on his sectional, [redacted], and
partial delivery fee he should contact his retail location directly at:
###-###-#### (press the #1 when you hear “Our Bob’s” voice to be connected to
the office).
For his records the credit number associated with the
additional delivery fee refund I processed is: [redacted]. [redacted] will need
to provide us with the original credit card number used for this transaction so
that we can finish the refund process. We do not keep full credit card numbers
on file for our customer’s protection and our retail location maintains
unrecorded phone lines for occurrences like this. Should [redacted] feel more
comfortable visiting the [redacted] retail location he is welcome to take that
route instead.
In reference to the property claim [redacted] has filed:
Keeping in line with our standard practices we made the
third party trucking company aware of the damages reported to our Customer Care
Department on 11.12.2014. As of today (11.14.2014)only two full business days
have passed since the claim was entered and then uploaded to the trucking
company directly. We apologize to [redacted] for any information provided to him
improperly from our Customer Care Department and will certainly address the
coaching concerns he has brought to his attention. As [redacted] property claim is being handled by
the trucking company directly [redacted] can expect follow up from that third party
and not Bobs Discount Furniture directly. Per our contractual agreements with
this trucking company they are owed a fair chance to process resolution on
their claim prior to Bobs Discount Furniture asserting ourselves into a
situation where it is most likely unnecessary.
Should [redacted] not receive follow up from this trucking company
directly with 7 business days (from the date he filed) he can call our Customer
Care Offices (###-###-####) and ask that we escalate his claim to our delivery
managers so that they are aware he hasn’t received the appropriate follow up we
expect. I have also provided the most
updated telephone number I have for this trucking company as Bobs Discount
Furniture is not permitted to address or handle claims that originate from a
third party company.
For [redacted] records the claim number associated with the
property damage is: [redacted].
*
[redacted]
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Complaint: [redacted]I am rejecting this response because: They tried to reach me during my working hours. I think they should try more than once. I most certainly was told, If you wait the 30 days you can save a re delivery charge.Sincerely,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and accept their offer for store credit in the amount of 70% of the price paid at the time of purchase as well as waiving of the delivery charge for the new item. Please have Bob's provide next steps we need to take in order to redeem this offer.
Sincerely,
[redacted]
Good Afternoon Quitemae,
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 very different dates then what you have
listed in this complaint. For example our records show that our attempt to
deliver your product occurred on 2.27.2015 (this past Friday – not a week prior
as you have asserted).
Our records further indicate that your refund was fully released from our
internal systems over this past weekend and officially the next day for banking
business wouldn’t have occurred until that following Monday (3.2.2015). 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 time because of the fact that even after we
release these funds there is another
party involved in getting these funds back to you. Your refund was also
entered and processed over the occurrence of a weekend which is significant due
to the nature of this transaction. Technically speaking today (3.04.2015) is
the 3rd business day from processing these electronic funds from our
end.
I would expect that the funds be completely reallocated to your method of
payment by this Friday (3.06.2015) which would meet our expectations of a maximum
five day processing time, 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.
Once more – the funds have been completely released from our end
and at this time if you are still waiting on the refund it is due to the processing
time associated with the bank your card if thru.
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
Good Morning[redacted],
I am very sorry to learn of the dissatisfaction you experienced
while making/waiting on your purchase from us. I
don't blame you for being very upset with us and I know and acknowledge how
unpleasant this entire ordeal has been for you. I truly wish there...
was a way I
could undo what has been done and I apologize again for the appalling
impression you have been left with of our company.
Your
comments regarding the service you received by our delivery team, customer care,
and sales office are very important to us. We want customers to love shopping
with Bobs, so your report of a distressing experience with any of our
associates is a serious concern for us. It is inexcusable for anyone to address
our customers deliveries in an impatient way and the lengthily wait you cite to
have endured is certainly our failure as well. We have begun addressing the obvious
coaching concerns you have brought to our attention within our staff and will
take appropriate action.
You have
our pledge to maintain the quality of all our customer interactions at every
level and we truly thank you for reporting these incidents to us.
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. It was never our intention to offend you by offering you a
further form of apology after we made your concern right. While we understand
that this is your Bobs experience, we do not continually let our customers down
on the nearly 3,000 deliveries we complete successfully ever day. I do
acknowledge your reasons for canceling your order and I am genuinely sad that
we lost your business due to the inconveniences we caused you.
Please let me know if there is any way you would consider
reinstating your sales order with us and if so, I’d be happy to discuss a
further form of apology that can be accommodated prior to your delivery occurring.
Kindest
Regards,
[redacted]
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I have chosen option #1.
Sincerely,
[redacted]
Good Morning Revdex.com,
I personally spoke with [redacted] on 2.17.2015 regarding this
complaint.
I have
made [redacted] aware of our apologies for the inconveniences our failures
have caused him and we were able to reach an agreeable resolution of providing
him with factory fresh models...
of his merchandise on 2.24.2015.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate
Liaison
Complaint: [redacted]
I am rejecting this response because: I have attached the pictures that I have already sent to Bob's Furniture upon their request when I first contacted them concerning the defective furniture. I sent them the pictures because they said they would stand behind their furniture. I did give them the purchase date when I spoke to them. I did not receive the information that they said I received when I purchased my furniture. I have all of my original receipts and paperwork and that is not among them. If I would have been told this information I would not have purchased the added insurance.
Sincerely,
[redacted]
Complaint: [redacted]I am rejecting this response because: I think I have made it quite clear that my expectation is a replacement sofa. This business has chosen money over customer satisfaction.Sincerely,[redacted]
Good Morning Revdex.com,
Please pass on our apologies for the alleged experience
the customer outlines to have occurred during his service visit. We will move
forward in investigating these allegations directly with our technician. We
assure our customer that we wish to resolve his dispute in a...
fair an adequate
manner and whether the report was provided to us in or outside of the home we
stand behind the integrity of our technician’s report. Our Service technician’s
are factory trained professionals who know and understand the inner workings of
the merchandise we sell, they are fully qualified to determine if a defect in
workmanship is present or if merchandise is showing signs of wear and tear from
the amount of use it has been receiving in an environment.
Bobs Discount Furniture offers coverage against
manufacturing defects and just as its name outlines, the ‘Goof Proof’
protection provides coverage against accidents. At this time the merchandise in
the customer’s home is not experiencing concerns from either of those
instances, therefore the coverage purchased does not apply at all. This
merchandise was delivered nearly three years ago and we have not received any
complaints or concerns from this customer until now, the depth of damage the
customer is reporting cannot possibly have occurred overnight or all at once
just recently.
As we agree with our service technician’s findings we are
only able to make a one time extreme
courtesy offer to this customer for possible resolution. Should the
customer wish to reselect to a different set of furniture we will offer to
provide the customer with a store credit of 70% based off the original prices
paid for this sofa and loveseat. Should the customer wish to have this new
selection delivered a delivery fee will be charged at the new time of sale. We
will offer (an additional courtesy) to haul away the current merchandise the
customer has in their possession and dispose of it on the same day we deliver
the new selection.
Should the customer wish to accept our offer of store
credit they can respond to this Revdex.com channel as ‘satisfied’ and we will have our
retail location reach out to them for further confirmation of their active Bobs
Discount Furniture credit number.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate
Liaison
Complaint: [redacted]I am rejecting this response because:The dresser was purchased as part of a bedroom set. Your incompetent employees made it clear to me that the item is out of stock and that there is no guarantee the item will be available on 2/28/15. Since the dresser was advertised as part of the package I ordered I believe you falsely advertised and such practices are deceptive. As a matter of fact...you're still selling this item on your website. How many other customers are you lying to? I'm willing to accept delivery of the dresser if you can 100% guarantee that it will be delivered by 2/28/15 along with monetary compensation. A $200.00 credit does cover the interest on my credit card, frustration, time off from work, and hours of cellular time spend calling your uneducated client care representatives. I refuse to accept a gift card as I will not purchase anything from your company again nor will I agree to settle on compensation after delivery.Sincerely,[redacted]
Good Afternoon Revdex.com,
Please pass on our sincerest apologies for the
inconvenience the delay in delivery caused our customer. We can certainly
understand the customer’s frustration and assure our customer that we have been
working to the best of our ability to resolve any and all concerns...
with the
unpredictable weather we have been receiving.
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.
Our records indicate that while we were unable to deliver
to this customer due to events beyond our control on 2.14.2015 we made great
exceptions and were able to hold this customer’s merchandise at a trucking
location to deliver on our following delivery day of 2.16.2015. We worked at
full capacity to get this customer their merchandise as soon as possible and
added this delivery to an existing run on 2.16.2015 clearly placing this
customers immediate needs above all others.
To maximize efficiency and keep
the delivery service fair for all consumers alike we route all of our
deliveries using a computer system that registers distances between all of the
sub contracted trucking depots and the customer’s stops that are scheduled.
Once this electronic routing process is completed an automated calling system
makes contact with our customers and provides an estimated four hour window for
arrival. On a very large scale out of 3,000 deliveries a day this process
allows for a smooth completion of delivery. We communicate this via many facets
to remain as honest and transparent as possible with our customers. Some of
those facets include the trifold provided at the time of sale and the ‘Delivery
Tracker’ available through our website. As a retailer we can never expect to
know what events will occur out of our direct control on the road when the
delivery date arrives. For example, if one customer cancels, is not at home, or
has a walkway that is full of snow it can cause the team to run earlier or
later than expected.
As a business we have
continued to address this individual’s concerns the moment they were presented
to us and work out of our normal guidelines because we realize the level of
dissatisfaction this consumer experienced due to the weather delay. We
apologize to our customer again that any frustration was caused and wish them
the best on their new sleep set.
Complaint: [redacted]
I am rejecting this response because:The letter that Bob's Furniture Store replied with is NOT what I was told at the store at any time. The PRICE PROTECTION AGREEMENT form that is attached was NEVER given to me to sign or did anyone in the store explain Bobs agreement with the customer. They clearly stated it was a layaway & not anything different. Nor is in the store anywhere to be found, signs that state what Bobs Furniture is calling a "Price Protectio Agreement." I am totally upset by the tactics used to lure people into their store. No one in the [redacted] Bobs Furniture Store that I spoke (which was at least 10 different people explained your so called policy nor did I sign this agreement that you attached!
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because there is no way possible that a truck could get stuck at the end of our driveway. The delivery drivers the very next morning agreed that it was simply not possible. While we appreciate the refund of the delivery fee, we are expecting that The company will re-consider a further discount on the purchase and recant their assertion of this or provide photographic evidence to support the claim. I will send photos of the driveway if that will help.
Sincerely,
[redacted]