Good Afternoon Revdex.com,
Please pass on our sincerest apologies
for any confusion set forth during this customer’s web purchase. We further
apologize for the rude behavior the customer cites to have been met with while
speaking with our Customer Care Team; we take great pride in ensuring that...
we
always offer our customer’s the best care possible and have already begun
researching this interaction so that we may take the appropriate coaching
opportunities.
Following
our normal successful procedure for web orders, the stock of the merchandise is
never disclosed during the purchasing process on the web. The website does not
allow the customer to schedule a delivery date and after the order is placed a
Bob’s representative contacts the customer and advises the customer of the
anticipated delivery dates we can provide based off of our current warehouse
stock. This is the same process that occurs daily on our sales floor and in the
majority of cases we have plenty of stock available to provide our customer’s
selections with. In rare occurrences we are met with an expected shipping delay
from the overseas vendors we work with.
We still immediately communicate this finding to our customer and while
we apologize again for any confusion this customer experienced the act of “false
advertising” doesn’t exist in this scenario due to the nature of the orders
lifecycle. Per our sales invoice should
the customer wish to cancel and receive a full refund prior to taking possession
of the merchandise, this is always available. This works directly in the
customer’s favor in the case we are met with any unexpected delay in our
container shipments.
At
this time this customer’s merchandise is not showing on back order and our
records indicate that this merchandise is set to be delivered on 4.09.2015 to
the following shipping name/address information:
[redacted]
Bob’s prides itself on providing quality
service and the best value product for the price. Our primary focus is on
making any concern we have caused right so that our customer is satisfied with
the product that they have purchased from us. We currently have a delivery
scheduled resolve this customer’s concern and have worked above and beyond our
normal policies by providing this customer with an apology gift card when the occurrence
of disappointment is and was beyond our control. A delivery fee is charged for
the honest fact that the customer is contracting a delivery service along with
their sales order, we do not work the price of delivery into the price of our
discounted products and as the customer still expects the delivery to take
place, the charge for delivery remains a reasonable association to this sales
order.
With review and respect to all the facts
communicated above we do consider this concern closed as resolved from our end
at this time.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Craig,
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 delivery team are very important and concerning to us. You deserve only the best service, especially when you visit Bobs. In researching the alleged behavior of our delivery team I have located records that indicate that our team followed protocol and had a Customer Care Agent initiate a phone call to you at [redacted] (approximately 10:50a) on 2.14.2015. Your account indicates that we weren’t able to reach you by phone and left a message on your machine. The delivery team then provided us with a description of your residence prior to being moved on.
We are very sorry when we miss any of our customers while within their estimated timeframe window and we also apologize that you didn’t find our delivery tracker to be helpful. In an effort to make it right we did request that the delivery team be returned to your stop that day as you have outlined and it remains very regretful that we weren’t able to get the team to come back to you as we hoped would happen.
You’re most recent account records indicate that your pending sale has been canceled and when you spoke with one of our Account Management Specialists on 2.16.2015, conflicting information in regards to your location on 2.14.2015 when the team arrived was provided to us from you. I assure you again that all the proper protocols were followed prior to the team leaving your residence and we did everything we could to request that team back to your stop on the scheduled date. It saddens us that we lost your trust in our business and felt it necessary to cancel your order, as you discussed with you on 2.16.2015 if your order was to be reinstated and delivered to you we would be happy to discuss a further form of apology offer with you after we have been able to earn your satisfaction with the sales order.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
%
Good Morning Revdex.com,
Our records indicate the following:
Customer purchased the Goof Proof Protection Plan at time of sale.
This Plan offered coverage against a variety of accidental in home damages and
is managed by Guardian Protection Products.
Sofa sectional was delivered on...
4.12.2012.
Sofa sectional was serviced by us on 2.13.2013 – We added foam
stuffing to the seats and the service technician deemed that there was no
defect present and that the seats were loosing resiliency as a result of normal
wear and tear. The service of adding foam was done as a courtesy and we
confirmed directly with the customer that she was completely satisfied with the
job.
At this time the set had been in
use for nearly one year so a loss of resiliency is expected by the furniture
industry as a whole.
Customer was upgraded (at absolutely no financial charge)
to our Goof Proof Plus Plan on 4.05.2015. The Plus in the plan allows the
customer coverage for factory defects for five years from the original date of
delivery.
Our Service technician was dispatched
to service what was reported as a possible frame concern. We arrived to the
home on 4.22.2015 and no one was home to accept this service therefore we had
to move technician onto to other stops.
We didn’t hear from the customer again until 3.26.2015 and nearly
one year later on 4.02.2015 we arrived to the home for the latest service.
Our technician’s report from 4.02.2015 indicates there
are no manufacturing defects present on this merchandise and after just about
three years of continued use in the home the sectional is experiencing concerns
as a result of normal wear and tear combined with occurrences from its
environment. These instances are not covered under the customer’s warranty
protection.
One of our
team leads (the level we consider to be of managerial capabilities) spoke with
this customer yesterday (4.06.2015) and did advise that should the customer
wish to initiate a formal dispute from the technician’s findings we required
that pictures be sent to us. We do stand behind the integrity of all our
technicians and the qualifications they receive from the manufacturers of the product
directly.
I was able to
locate the pictures that the customer sent thru to us however these pictures
show no full representation of the set that would allow us to properly
investigate a dispute. In example the technician’s report indicates that the
armless sofa has a broken frame on the left side facing however the customer’s
photos have no evidence of this frame breakage. The sectional pictured in the
many photos sent thru does not look to be experiencing a defect, in some photos
the customers seem to be sitting on certain portions of the set which I assume
is to show that when sat on the merchandise looses resiliency which again
should be anticipated on any seat, especially after being in the home for three
years. I cannot locate any specific areas of “staining” or “hair” via the
photos however this is a very dark brown set so I’m not certain that these two
elements would necessarily appear clearly via photos.
Per the customer’s original sales invoice the sectional was bought
at a purchasing price of $1299.00.
As this consumer seems convinced that their sectional has
manufacturing concerns we will offer to provide them with a one time courtesy
offer of store credit in an effort to appease their demands for resolution.
Should the customer wish to accept this offer they are able to contact us back
via this Revdex.com channel or call our Customer Care Offices at 1800-569-1284 (Mon –
Sat – 6:30a -8:00p / Sun – 10:30a – 7:00p).
Courtesy
Offer for Resolution:
If the
customer would like to reselect to a different set, that may fit their
furniture needs better we can offer to provide a credit (store credit) to their
account for 70% of the original cost paid for the sectional. In the interest of
fairness we would ask that if the customer wants the new furniture they select
to be delivered they cover the cost of that service as delivering the
merchandise has always been a charge we maintain separate from the cost of our
merchandise. It also remains our finding that this merchandise is not experiencing
any concerns as the result of defective workmanship. We will expect to remove
the current sectional from the home on the same date we deliver the newly selected
items. As an additional courtesy we will also include the monies paid towards
the original Goof Proof Plan in this store credit offer.
Kindest
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
Hi S[redacted], or whom else this may concern,
Thank you for your time and attention to our complaint regarding the damaged love seat delivered to us.
Based on pending actions noted below, I am closing the complaint (ID [redacted]) with the Revdex.com today.
We would like to move forward with either:
- Option 1 as noted in original response from [redacted]; replacement of the [redacted] love seat on any of the following specified days: November 22nd, 23rd, 24th or 25th.
OPTION 1 IS OUR MOST PREFERRED OPTION
OR
-
Option 2C (not noted in original response); full reimbursement of [redacted] package
(as it appears it will be difficult to have any future claims fulfilled)
and a 30% discount on the [redacted] love seat. This would entail reimbursement of the full $99.00 for the [redacted] package (discontinuing coverage for both pieces of furniture) and $113.70 for the 30% off retail price of the [redacted] sofa. Since these articles were purchased for tax-free [redacted] residence, no tax was applied nor would be refunded. Making the total refund $212.70
OPTION 2C IS OUR LEAST PREFERRED OPTION.
OR
-
Option 3 (not noted in original response); having a technician come in to repair the
scratches and puncture, on any of the following dates when we anticipate
being at our condo:
November 22nd, 23rd, 24th or 25th.
OPTION 3 IS OUR SECOND PREFERRED OPTION.
Again, thank you for your time with this matter. It has been frustrating for us hoping to use our new vacation home as a place to get away and relax and not worry about these types of issues. The sooner this can be resolved, the better.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
Please pass on our sincerest apologies for the consistent disappointments
the customer alleges to be experiencing with their living room furniture. Our
records indicate that this merchandise was delivered to the customer on 05/24/2013
and their first report of concern...
was initiated to us on 09/10/2014. At this
point in time the customer was outside of the first year guarantee period
through Bobs Discount Furniture and any services that have been provided were
being done so by the extended protection plan the customer purchased at the
time of sale.
We further apologize that the customer disagrees with the
multiple factory trained professionals that have been sent to their home to
assess the damage. The protection plan offers coverage, directly thru Bobs Discount
Furniture, for manufacturing concerns and this individual’s merchandise it not
experiencing concerns as a result from any defects in workmanship. We stand
behind the integrity of our service technicians and are truly very sorry that
the concerns this individual is seeking coverage for do not apply to the warranty
protection purchased.
As an extreme courtesy and because Bobs cares, we can offer
the customer a one time option for resolution outside of their warranty
protection plan, please ask the customer to review the option we have listed
below and respond thru this Revdex.com channel they felt necessary to open for your services
of mediation.
Resolution Option:
We will provide the customer with a 70% store credit based
on what they paid for this merchandise at the time of sale. This 70% is related
directly to the cost paid to us for merchandise only. As the customer’s
concerns are not covered by the extended warranty the inclusion of such fees
has no basis for existence in any courtesy offer Bobs provides directly.
Should this offer be accepted, we will not be responsible for the removal of the current
merchandise the customer has in their possession as we agree with the reports
we have received from our technicians.
As an additional courtesy we will offer to waive the cost of
delivering (one time only) any merchandise purchased using the 70% store credit
provided via this offer.
Kindest
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Good Afternoon Revdex.com,
While we apologize that our customer is unhappy
with the product we are unable to offer resolution when the overall condition
and cause of the product’s demise is directly related to the accumulated abuse
the item has received in its environment.
Our records...
indicate that this merchandise was
delivered to the customer on 3.22.2014.
During our first service visit on 6.28.2014 the
service technician reported that he adjusted the reclining mechanisms on the
recliners and the cause of these not working properly was directly related to
the merchandise not being used in conjunction with normal specifications. While this technician was in the home he also
logged touching up scratches on the merchandise. At this point in time the
customer had the merchandise for over three months in their possession with no
reported cosmetic damages to us (the business). The scratches were directly
related to something that occurred in the home and our technician did the
consumer a courtesy (at no charge) by repairing merchandise that had been
directly damaged by the consumer or the environment the merchandise is kept in.
Normally the ‘[redacted]’ plan requires that any accident, for example scratches
that appear on merchandise three months after the point of delivery, be
reported to a separate third party company. As a retailer we make this perfectly clear
within the documents provided at the time of sale.
On this initial service visit Bobs Discount
Furniture made an extreme effort to help this customer directly instead of
referring them somewhere else.
Approximately five months later this customer
contacted us and advised us that the sofa and recliner were making noises when
they reclined. We scheduled a service for 11.29.2014 to address this concern.
On 11.29.2014 our technician most certainly showed
up to the residence to perform this service. Our records verify that not only
did we show up, we made a call ahead to the customer over an hour in advance
letting them know we were on our way. Following our normal, successful protocols
we arrived to the customer’s residence within the estimated timeframe our
automated system provides. After the technician was unable to enter the
residence we called phone number ###-###-#### to advise that our technician was
outside and looking to be let in to the residence. Because we were unable to
reach anyone, we were forced to leave a message on that number, take a
description of the customer’s home from our technician, and move the technician
on to his other scheduled stops. Per our records the technician left the home
about 2:05PM. Our records further indicate that we spoke with a “[redacted]” at
2:30PM and this person conveyed that she must have missed the knock on her door
but was home and available to accept service at this time. We made every
attempt possible to get our technician back to the home to complete a service
that day.
As a reschedule to the above missed appointment we
arrived to the customer’s residence on 12.13.2014 to address the concern of the
sofa and recliner making noises when they reclined.
While I understand the
alleged account of events that occurred by the customer’s filed complaint, the
technician report we were given indicates that the product’s demise is
directly related to the accumulated abuse the item has received in its
environment. The report includes
information that one of the sofa’s electronic outlets has been snapped off,
there are multiple occurrences of scratches on the merchandise (new scratches
that appeared in the six month timeframe in between our first visit and this
visit) and the sofa was in overall poor condition. The recliner was reported to
us as showing the same signs of extreme wear – the outside arm had material
that suffered a scrape (estimated at 4 inches) and other areas of cosmetic
damages.
As per the Revdex.com’s documentation this complaint was
sent to you on 12.22.2014. Our records indicate that the customer last spoke
with the highest levels of our Customer Care Organization on 12.23.2014 and has
been advised that regretfully we are unable to take responsibility or ownership
for the concerns due to the extremely poor condition this merchandise is in combined
with the fact that the concerns the customer is experiencing (bent
mechanisms/non working electrical components) are not related to a problem we
can take ownership or responsibility for.
The [redacted] Protection plan this customer
purchased offers an extensive amount of coverage against one time accidental
damages and/or manufacturing defects. Given the amount of accumulated damages
that exist here and the report of two separate service technicians confirming
these damages are not related to factory defects, this claim qualifies in no
way for warranty coverage under the purchased plan. We remain very sorry that
we are unable to offer this consumer any recourse for these concerns.
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Good Afternoon Revdex.com,
I am terribly saddened that the
sincere apology and acknowledgement of our failures I believe my first response
to illuminate could not be conveyed to this customer as I intended it. Again,
we certainly understand the frustration caused with the multiple delivery
attempts and it is never our expectation that the original agreement (showroom
quality merchandise on the agreed upon delivery date) will not be honored.
While I can personally identify
with a consumer’s need for an apology outside of making the concern right, we
have worked at a higher level to make those requests happen. Any compensation
agreement is to be discussed after the customer has been fully satisfied with
the merchandise they paid for and a form of apology is usually processed by
gift card, for this customer we initially offered a monetary refund amount. Working
beyond a structure that is set in place to keep things fair for all consumers is
a retailer’s way of applying empathy and accepting responsibility for a
customers concern.
Normally we offer any type of
additional apology in the form of a Bobs Discount Furniture Gift Card because
as a business we understand the importance of earning our customer’s trust back
and proving to our customer that delivery failures are not part of the normal
daily operations that have helped us grow to be the 15th largest
furniture retailer in the U.S. We also wish to provide our customers with a
tangible item as a further form of apology rather than just committing to the
act of pacifying someone with a monetary amount. Should the customer wish not
to provide us with another opportunity to deliver merchandise we can understand
the reasons why in this scenario and have several cash and carry items that can
be taken from our Showrooms or pit locations as our free gift of apology.
As indicated previously, we
continually seek to make the failure right that we have caused prior to
offering or processing any amount of apology thereafter and we have stretched
the boundaries twice in this case to accommodate this customer’s specific
needs. As a business we have applied empathy to this consumer’s concern and
have not dismissed the request made for even more compensation.
Once the foundation has been exchanged any additional
accommodation we feel adequate to offer to the customer is a form of our
apology and at our internal discretion. We do not offer apology amounts based
off of any individual’s time and we are unable to offer a discount off of
factory fresh product that stands in the home in good condition.
We are still looking forward to completely resolving this customer’s concern on
1.17.2015 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 1.17.2015.
We will review the account and already processed compensation at
that time and determine what, if anything, further we are able to offer.
Thank You,
[redacted]
Bobs Discount Furniture
[redacted]
Good
Morning [redacted],
I am very sorry for the disappointment you are experiencing with your bonded
leather set and the [redacted]. I assure you that Bobs Discount
Furniture cares very much to satisfy all our customers and we stand behind the
quality of our products...
including the protection plan we sell. The [redacted], as its name depicts and the documents associated with the plan denote, is
for protection against accidental damage and in order for a claim to qualify
for coverage under this plan you must report an accidental occurrence causing
the damage you are reporting. The merchandise you purchased and the nature of
your claim are not accidental and in all reality this is considered normal for
the material type you selected as a consumer during the time of sale. The
material make up of your set was listed on the set’s signage, posted directly
in front of the set itself, when you initially viewed this in our showroom over
four years ago.
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 four years and in
that four year period our records indicate that you have not reported any issues
to us before now. The Bobs warranty on your merchandise expired over three
years ago and as this concern does not stem from a factory defect in the
product’s workmanship and is viewed as normal wear and tear industry wide, we
are able to make a store credit offer to from a place of extreme courtesy and
care.
If you would like to reselect to a different set, made of a different material
that may fit your furniture needs better we can offer to credit you 70% of the
original cost you paid for the Sofa, Loveseat, and the chair from your ‘[redacted]’ set. In the interest of fairness we would ask that if you want the new
furniture you select to be delivered you cover the cost of that service as
delivering the merchandise has always been a charge we maintain separate from the
cost of our merchandise. We can offer to remove the current Sofa and 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
[redacted]
Good Morning Revdex.com,
Please pass on our sincerest apologies for the inconvenience the multiple services and incorrectly assembled product continues to cause our customer. We can certainly understand the customer’s frustration and acknowledge that the frustrations of our customer are because of...
our failures.
Bob’s prides itself on providing quality service and the best value product for the price. Our primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from us. As the retailer we do take full responsibility for the concerns that our customer is reporting and have already provided several different options for resolution regarding this concern.
Per our established company policies, available in store or online; a return for a refund is not a possible option for resolution at this time.
[redacted]
In speaking with our customer directly on the evening of 2.18.2015 (yesterday) we communicated the following three options for resolution to this customer’s concern.
Option #1: We can offer to provide an even exchange on the merchandise. While we understand the terrible impression this customer has of our delivery service we maintain an extensive fleet of well qualified delivery personnel who are normally able to satisfy fully on our first attempt. Our sales people would not be offering our delivery service nor would we be in business if we continually failed our customers during such and important purchase.
OR
Option #2: We can offer the customer a store credit based off the price of the ‘Goof Proof Plus Plan and TV console’ to pick out a different console.
Again we are seeking to make the concerns the customer has right, perhaps the concern is unrepairable and exists within the product itself, selecting a new console may bring the customer full satisfaction.
OR
Option #3: We are willing to provide what we call a ‘concession to keep the merchandise as is’.
This option allows the customer a 15% refund off of the purchase price of the TV Console. In accepting this 15% refund the customer agrees to keep the unit ‘AS –IS’ in it’s current condition however the manufacturing guarantee for possible defects remains in tact for the full term of coverage.
As a business we stand behind the above listed options as the best avenues for resolution we have to offer our customer. We apologize to our customer again for the disappointment that has been experienced with this purchase and look forward to hearing from him again so that we can help him move forward and resolve this concern.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
We apologize that the customer still remains so unsatisfied.
We have again verified the product information and scenario
with our Service Manager and stand behind our already provided written and
verbal responses to this concern.
Sincerely,
[redacted]
Bobs
Discount Furniture
[redacted]
Good Afternoon [redacted],
I am very sorry for the disappointment you are experiencing with
your bonded leather set. I assure you that Bobs Discount Furniture cares very
much to satisfy all our customers and we stand behind the quality of our
products even after the expiration of our...
direct one year guarantee period. [redacted], as its name denotes, is intended for coverage against accidental occurrences
within the home that cause damage to the product.
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/cracking 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 four years and in
that four year period our records indicate that you have not reported any issues
to us before now. The Bobs warranty on your merchandise expired over three
years ago and as this concern does not stem from a factory defect in the
product’s workmanship and is viewed as normal wear and tear industry wide, we
are able to make a store credit offer to from a place of extreme courtesy and
care.
If you would like to reselect to a different set, made of a different material
that may fit your furniture needs better we can offer to credit you 70% of the
original cost you paid for both the Sofa and the Loveseat from your ‘[redacted]’
set. In the interest of fairness we would ask that if you want the new
furniture you select to be delivered you cover the cost of that service as
delivering the merchandise has always been a charge we maintain separate from the
cost of our merchandise. We can offer to remove the current Sofa and 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]
[redacted]
Customer Care Corporate Liaison
Good Day Revdex.com,
Please pass on our sincerest apologies for the inconvenience
the multiple deliveries caused our customer. We can certainly understand the
customer’s frustration and acknowledge the reasons why the customer feels they
are owed something additional after their...
concerns have been resolved.
Bob’s prides itself
on providing quality service and the best value product for the price. Our
primary focus is on making the concern we caused right so that our customer is
satisfied with the product that they have purchased from us. We have resolved
the original concern and delivered the customer the merchandise originally
expected in good condition. At this time any additional accommodation we feel
adequate to offer to the customer is a form of our apology and at our internal
discretion.
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
offer apology monetary amounts based off of any individual’s time and we are
unable to offer a discount off of factory fresh product that stands in the home
in good condition.
We can offer to provide the customer with a monetary refund
based on the amount paid to us for a delivery fee on this sales order ($99.99).
Should the customer wish to accept this offer, 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.
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Good Afternoon Revdex.com,
We sincerely apologize for the frustration and aggravation our customer
had to endure during this purchase with us. We assure our customer that it was
never our intention to make our customer wait so long for this merchandise and
we absolutely agree that we failed our...
customer on several occasions with our inability
to effectively communicate and stand up to our promises.
Our records indicate that we did approve a delivery to the
customer at no charge to make our failures right and as of 12.01.2014 our
Customer Care Team sent a refund of $50.00 back to our customer’s financing
account as a further form of apology.
While it is not normal procedure to process any type of monetary
compensation on a sales order we do recognize the level of failures we have
caused and have processed one monetary refund off of this sales order already.
As an additional courtesy and further form of apology we will process another
$50.00 refund back to this customer’s financing account. This additional refund
credit is reflected under order number: [redacted] within
our system and should be present on the customer’s next financing statement as
it may take a full billing cycle for this to appear.
We apologize again to our customer for the time it has taken us to
get their merchandise to them and thank our customer for their extreme patience
with us.
Kind
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted]. In response to the comment made in regards to me having to use a blow up mattress to sleep, I purchased a mattress through a separate company and was not going to use a brand new mattress to sleep with on the floor so therefore another form of a mattress to use to sleep was needed Also I will call customer care once my delivery is completed to address that I will not be paying for a delivery charge due to the inconvenience of my sleeping condition and also taking a half a day off from my busy work schedule to wait around for my delivery today.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
Please pass on our apologies to our customer for the disappointment
he has experienced with the table he purchased from us.
Our records indicate that on the original date of service
we spoke directly with [redacted] and confirmed the reasons why we were unable...
to
offer an even exchange on the table.
Per our records on 6.14.2014:
[redacted]
1108 to 1130
table top: rsf top wood corner has almost 5" crack (1/8 of an
inch thick). This is season crack/mfg good. Top of table on several spots have
scrapes (5" and 10" approximately/cc good).
I spw customer [redacted] who is
a carpenter - he is stating there are no scrapes on the table - just very fine
lines that he isn't even concerned with - feels table s/be replaced due to mfg
defect noted.
Contacting AMS for approval on eex - denied per [redacted]
Above Comments Added By[redacted]
On 06/14/2014 at 12:14
We did speak with the customer again on 2.03.2015 and one
our Customer Care Team Leads has logged that [redacted] confirmed his table has customer
cause damages on it. In order to keep resolutions fair for all consumers alike
most retailers consider a warranty period void when the item in question has
additional damages that have occurred as a direct result of use or environment.
If [redacted] is willing to send in current photos of his table
in its condition overall we are willing to look into this concern further and
verify if we are able to process a one time even exchange as an extreme
courtesy for this customer.
Please ask [redacted] to submit photos to us via this email
address: [redacted]
Please ask that he provide a subject line of: Cr: [redacted]
Please ask that he provide a minimum of four photos:
-Photo
of the crack at a close range
-Photo
of the “scratches” he has disclosed as present at a close range
-Photo
of the table top from a distance so its entire condition can be seen
-Photo
of the table and its set components at a distance (table and matching chairs)
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Day [redacted],
My office is in recent of your response as of 4.16.2015 and we are
replying again to you 4.17.2015.
The claim number you supplied is not a Bobs Discount
Furniture claim number, as previously indicated you have been reporting
concerns to the ‘accidental insurance coverage’ company called Guardian
Protection products and not Bobs Discount Furniture.
After performing research into the claim number you provided with
Guardian (along with the other claim numbers you have active with this company)
it has been discovered that your chairs are not experiencing any factory
defect concerns. You reported to Guardian (and also supplied photos that
outline) cosmetic damages on the chairs. In example- you reported to Guardian
that your chair has scratches on it and that there is a chair with a ripped
decking area (under the seat). These are not manufacturing concerns and are
related to something happening to the chairs that you have had in your home for
over two years time.
In speaking with Guardian today they have informed us that they
are approving the exchange of your table under your protection plan – this
fulfills the terms of your protection plan as the plan you purchased offers a
one time replacement ONLY. This fully covered protection plan replacement means
you no longer have an active protection plan open on the table. These terms and
conditions are fully listed on the terms and conditions page (that the flyer
you posted directs you to read) therefore this is an undisputable fact. Your
replacement merchandise will carry a one year guarantee for factory defects
ONLY. A scratch, scrape, knick, ripped seat underneath, or any otheount Furniture directly within the first year of ownership under the
provisions of your warranty.
In an effort to help our partner (Guardian) close the claim you
have open with them we (Bobs Discount Furniture) have generously agreed to
exchange the chairs you have as a one time only courtesy. This fulfills
the terms of your protection plan as the plan you purchased offers a one time
replacement ONLY. This fully covered protection plan replacement means you no
longer have an active protection plan open on the chairs. These terms and
conditions are fully listed on the terms and conditions page (that the flyer
you posted directs you to read) therefore this is an undisputable fact. Your
replacement merchandise will carry a one year guarantee for factory defects
ONLY. A scratch, scrape, knick, ripped seat underneath, or any other cosmetic
damage is NOT a factory defect. You are required to report any defects to Bobs
Discount Furniture directly within the first year of ownership under the
provisions of your warranty. I have included our ‘Service Policy’ below so you
have it for your records.
SERVICE POLICY
We guarantee that
our new products will be free from factory defects for one year from date of
delivery or pickup. Our mattresses and motion furniture may carry additional
factory guarantees. You must report any factory defects to our Customer Care
team within one (1) year of possession, and a Customer Care representative will
schedule one of our Service Technicians to inspect the item and service it to
factory standards at no cost to you. If the Service Technician determines that
the factory defect is not serviceable, we will replace the affected item, one
time. If the item is no longer available, you may reselect to other merchandise
or we will refund the purchase price. In the event of a reselection we will
charge or credit you for any price difference between the original and the
re-selected item. Merchandise purchased from our “Pit” or Clearance Centers
that is not brand new/factory fresh is excluded from these factory defect
guarantees. Normal wear and tear or customer-caused problems are also excluded.
Service can only be provided within our serviceable area to the original
purchaser as stated on your sales receipt.
The request to have your paperwork entered has been made and these
exchanges are projected to be available for you to schedule with us (Bobs) by Tuesday, 4.21.2015. Please
contact our Customer Care Offices to schedule a delivery date where you have
the flexibility to take any estimated 4 hour time frame window for delivery.
Customer Care is available via telephone at [redacted] (Mon –
Sat: 630am -8:00pm / Sun: 10:30a- 7:00pm). We are unable to schedule delivery
for you thru this Revdex.com channel as availability changes every day and every hour.
Thank You,
Stephanie
A. Gauthier
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
Please pass on our sincerest apologies for the frustrations the
damaged product and multiple services has caused our customer to experience.
Our records show that our technician repaired the defect in the
bed and nightstand successfully on 4.04.2015. We care very much...
to assist our
customers and gain their full satisfaction in our business and the products we
sell. In regards to the bed (headboard, footboard, railings) and the nightstand(s)
we have entered in a reselection credit so that the customer can visit one of
our showrooms and reselect to a product that they feel better suits their
needs. As a retailer it is our responsibility to provide the customer with a
store credit based on their purchase price however if the customer selects
merchandise of a higher value the customer will be directly responsible for the
upcharge. We will also cover the cost of delivering the newly selected items
and will expect to remove the current bed (headboard, footboard, railings) and
the nightstand(s) the customer maintains in the home on the same date.
The credit number associated with the bed (headboard, footboard,
railings) and the nightstand(s) is: [redacted], if this
credit is not used within two months it will expire on 6.06.2015.
In regards to the mattress, the customer just had this mattress
delivered (new) on 03/23/2015. This was a warranty replacement and we delivered
the exact mattress the customer picked out from our showroom. Our records show
no report of factory defect with the new mattress and therefore we would be
unable to offer a resolution on an item that has no defect concern. If the
customer has more to report as to why they are unhappy with the mattress they
picked out that would initiate a service under their warranty coverage we will
be happy to help at that time.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:I have called this company in regards to the insurance provider and both companies have done NOTHING! I want my money back for the service I paid for and cannot use. This is the biggest scam. The media is my next outlet.
Sincerely,
[redacted]
Good Morning Revdex.com,
Please pass on our sincerest apologies to our customer for the
disappointment they are experiencing in their product. Our records indicate
that this item was delivered on 12.15.2012 and the consumer first reported this
concern to us on 3.12.2015. The customer alleges in...
this complaint that the
sofa started to show these signs of concern only a few months after delivery
however our business was not made aware of any concern until long after the
warranty coverage for factory defects expired.
As a courtesy to our customer we sent out a factory trained
professional at no charge to see if there was any repair that could be made to
this merchandise to appease the customer’s concern. We stand behind the
integrity of our service technicians and the qualifications they receive
directly from the vendors of our product and regretfully the factory trained
professional found no defect present within the item. With no defect being
present and the item being up to manufacturing standards there is no repair to
be made. It is not a safe, nor is it a recommended practice that a technician “sit
on” or attempt to utilize merchandise in a customer’s home as this puts him at
a disadvantage and could compromise his own safety while alone in an environment
the consumer feels most comfortable in. Should the customer need to sit on the
merchandise in order for it to produce a loss in resiliency this is clearly the
cause of normal wear and tear on an item that has been continually used for two
(plus) years. By any vendor’s standards in the furniture industry a loss of resiliency
in any seat is to be expected and viewed as completely normal.
Please note that while in the residence the technician also
verified that there is a defect concern with a bar stool and the customer
currently has replacement parts on order for the bar stool. I mention these
facts because this shows a clear example of how we are assisting the customer,
as a retailer, when there is an actual manufacturing defect present within the
merchandise and that defect has been appropriately reported within the warranty
timeline set forth.
In an extreme effort to meet this consumer’s demands for
resolution outside of warranty we will make a one time only courtesy offer for
resolution (listed below). Should the customer wish to accept this offer they
are able to contact our Customer Care Officers at [redacted] (Mon- Sat
-6:30am – 8:00pm/ Sun 10:30am – 7:00pm) to accept this offer and have it fully
processed.
As this is
a one time courtesy- It should be expected that for any future occurrences of
concern, on any other sales order, this individual consumer is agreeing to
adhere to the terms and conditions of their warranty coverage and the
determinations of Bobs Discount Furniture’s Service Professionals. Our Service
Policy is fully disclosed on the customer’s sales invoice and provided at the
time of sale.
Option for
resolution:
We can
offer to provide a store credit of 70%, based off the original cost paid for
both pieces of the sectional. In the interest of fairness the customer will be
expected to pay a new delivery fee if they want the new furniture selected to
be delivered. Delivering the merchandise has always been a charge we maintain
separate from the cost of our merchandise. We will expect to remove the current
merchandise the customer has in the home on the same date we deliver the newly
selected merchandise.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
Please pass on our sincerest apologies
for any confusion set forth during this customer’s web purchase. We further
apologize for the rude behavior the customer cites to have been met with while
speaking with our Customer Care Team; we take great pride in ensuring that...
we
always offer our customer’s the best care possible and have already begun
researching this interaction so that we may take the appropriate coaching
opportunities.
Following
our normal successful procedure for web orders, the stock of the merchandise is
never disclosed during the purchasing process on the web. The website does not
allow the customer to schedule a delivery date and after the order is placed a
Bob’s representative contacts the customer and advises the customer of the
anticipated delivery dates we can provide based off of our current warehouse
stock. This is the same process that occurs daily on our sales floor and in the
majority of cases we have plenty of stock available to provide our customer’s
selections with. In rare occurrences we are met with an expected shipping delay
from the overseas vendors we work with.
We still immediately communicate this finding to our customer and while
we apologize again for any confusion this customer experienced the act of “false
advertising” doesn’t exist in this scenario due to the nature of the orders
lifecycle. Per our sales invoice should
the customer wish to cancel and receive a full refund prior to taking possession
of the merchandise, this is always available. This works directly in the
customer’s favor in the case we are met with any unexpected delay in our
container shipments.
At
this time this customer’s merchandise is not showing on back order and our
records indicate that this merchandise is set to be delivered on 4.09.2015 to
the following shipping name/address information:
[redacted]
Bob’s prides itself on providing quality
service and the best value product for the price. Our primary focus is on
making any concern we have caused right so that our customer is satisfied with
the product that they have purchased from us. We currently have a delivery
scheduled resolve this customer’s concern and have worked above and beyond our
normal policies by providing this customer with an apology gift card when the occurrence
of disappointment is and was beyond our control. A delivery fee is charged for
the honest fact that the customer is contracting a delivery service along with
their sales order, we do not work the price of delivery into the price of our
discounted products and as the customer still expects the delivery to take
place, the charge for delivery remains a reasonable association to this sales
order.
With review and respect to all the facts
communicated above we do consider this concern closed as resolved from our end
at this time.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Craig,
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 delivery team are very important and concerning to us. You deserve only the best service, especially when you visit Bobs. In researching the alleged behavior of our delivery team I have located records that indicate that our team followed protocol and had a Customer Care Agent initiate a phone call to you at [redacted] (approximately 10:50a) on 2.14.2015. Your account indicates that we weren’t able to reach you by phone and left a message on your machine. The delivery team then provided us with a description of your residence prior to being moved on.
We are very sorry when we miss any of our customers while within their estimated timeframe window and we also apologize that you didn’t find our delivery tracker to be helpful. In an effort to make it right we did request that the delivery team be returned to your stop that day as you have outlined and it remains very regretful that we weren’t able to get the team to come back to you as we hoped would happen.
You’re most recent account records indicate that your pending sale has been canceled and when you spoke with one of our Account Management Specialists on 2.16.2015, conflicting information in regards to your location on 2.14.2015 when the team arrived was provided to us from you. I assure you again that all the proper protocols were followed prior to the team leaving your residence and we did everything we could to request that team back to your stop on the scheduled date. It saddens us that we lost your trust in our business and felt it necessary to cancel your order, as you discussed with you on 2.16.2015 if your order was to be reinstated and delivered to you we would be happy to discuss a further form of apology offer with you after we have been able to earn your satisfaction with the sales order.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
%
Good Morning Revdex.com,
Our records indicate the following:
Customer purchased the Goof Proof Protection Plan at time of sale.
This Plan offered coverage against a variety of accidental in home damages and
is managed by Guardian Protection Products.
Sofa sectional was delivered on...
4.12.2012.
Sofa sectional was serviced by us on 2.13.2013 – We added foam
stuffing to the seats and the service technician deemed that there was no
defect present and that the seats were loosing resiliency as a result of normal
wear and tear. The service of adding foam was done as a courtesy and we
confirmed directly with the customer that she was completely satisfied with the
job.
At this time the set had been in
use for nearly one year so a loss of resiliency is expected by the furniture
industry as a whole.
Customer was upgraded (at absolutely no financial charge)
to our Goof Proof Plus Plan on 4.05.2015. The Plus in the plan allows the
customer coverage for factory defects for five years from the original date of
delivery.
Our Service technician was dispatched
to service what was reported as a possible frame concern. We arrived to the
home on 4.22.2015 and no one was home to accept this service therefore we had
to move technician onto to other stops.
We didn’t hear from the customer again until 3.26.2015 and nearly
one year later on 4.02.2015 we arrived to the home for the latest service.
Our technician’s report from 4.02.2015 indicates there
are no manufacturing defects present on this merchandise and after just about
three years of continued use in the home the sectional is experiencing concerns
as a result of normal wear and tear combined with occurrences from its
environment. These instances are not covered under the customer’s warranty
protection.
One of our
team leads (the level we consider to be of managerial capabilities) spoke with
this customer yesterday (4.06.2015) and did advise that should the customer
wish to initiate a formal dispute from the technician’s findings we required
that pictures be sent to us. We do stand behind the integrity of all our
technicians and the qualifications they receive from the manufacturers of the product
directly.
I was able to
locate the pictures that the customer sent thru to us however these pictures
show no full representation of the set that would allow us to properly
investigate a dispute. In example the technician’s report indicates that the
armless sofa has a broken frame on the left side facing however the customer’s
photos have no evidence of this frame breakage. The sectional pictured in the
many photos sent thru does not look to be experiencing a defect, in some photos
the customers seem to be sitting on certain portions of the set which I assume
is to show that when sat on the merchandise looses resiliency which again
should be anticipated on any seat, especially after being in the home for three
years. I cannot locate any specific areas of “staining” or “hair” via the
photos however this is a very dark brown set so I’m not certain that these two
elements would necessarily appear clearly via photos.
Per the customer’s original sales invoice the sectional was bought
at a purchasing price of $1299.00.
As this consumer seems convinced that their sectional has
manufacturing concerns we will offer to provide them with a one time courtesy
offer of store credit in an effort to appease their demands for resolution.
Should the customer wish to accept this offer they are able to contact us back
via this Revdex.com channel or call our Customer Care Offices at 1800-569-1284 (Mon –
Sat – 6:30a -8:00p / Sun – 10:30a – 7:00p).
Courtesy
Offer for Resolution:
If the
customer would like to reselect to a different set, that may fit their
furniture needs better we can offer to provide a credit (store credit) to their
account for 70% of the original cost paid for the sectional. In the interest of
fairness we would ask that if the customer wants the new furniture they select
to be delivered they cover the cost of that service as delivering the
merchandise has always been a charge we maintain separate from the cost of our
merchandise. It also remains our finding that this merchandise is not experiencing
any concerns as the result of defective workmanship. We will expect to remove
the current sectional from the home on the same date we deliver the newly selected
items. As an additional courtesy we will also include the monies paid towards
the original Goof Proof Plan in this store credit offer.
Kindest
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
Hi S[redacted], or whom else this may concern,
Thank you for your time and attention to our complaint regarding the damaged love seat delivered to us.
Based on pending actions noted below, I am closing the complaint (ID [redacted]) with the Revdex.com today.
We would like to move forward with either:
- Option 1 as noted in original response from [redacted]; replacement of the [redacted] love seat on any of the following specified days: November 22nd, 23rd, 24th or 25th.
OPTION 1 IS OUR MOST PREFERRED OPTION
OR
-
Option 2C (not noted in original response); full reimbursement of [redacted] package
(as it appears it will be difficult to have any future claims fulfilled)
and a 30% discount on the [redacted] love seat. This would entail reimbursement of the full $99.00 for the [redacted] package (discontinuing coverage for both pieces of furniture) and $113.70 for the 30% off retail price of the [redacted] sofa. Since these articles were purchased for tax-free [redacted] residence, no tax was applied nor would be refunded. Making the total refund $212.70
OPTION 2C IS OUR LEAST PREFERRED OPTION.
OR
-
Option 3 (not noted in original response); having a technician come in to repair the
scratches and puncture, on any of the following dates when we anticipate
being at our condo:
November 22nd, 23rd, 24th or 25th.
OPTION 3 IS OUR SECOND PREFERRED OPTION.
Again, thank you for your time with this matter. It has been frustrating for us hoping to use our new vacation home as a place to get away and relax and not worry about these types of issues. The sooner this can be resolved, the better.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
Please pass on our sincerest apologies for the consistent disappointments
the customer alleges to be experiencing with their living room furniture. Our
records indicate that this merchandise was delivered to the customer on 05/24/2013
and their first report of concern...
was initiated to us on 09/10/2014. At this
point in time the customer was outside of the first year guarantee period
through Bobs Discount Furniture and any services that have been provided were
being done so by the extended protection plan the customer purchased at the
time of sale.
We further apologize that the customer disagrees with the
multiple factory trained professionals that have been sent to their home to
assess the damage. The protection plan offers coverage, directly thru Bobs Discount
Furniture, for manufacturing concerns and this individual’s merchandise it not
experiencing concerns as a result from any defects in workmanship. We stand
behind the integrity of our service technicians and are truly very sorry that
the concerns this individual is seeking coverage for do not apply to the warranty
protection purchased.
As an extreme courtesy and because Bobs cares, we can offer
the customer a one time option for resolution outside of their warranty
protection plan, please ask the customer to review the option we have listed
below and respond thru this Revdex.com channel they felt necessary to open for your services
of mediation.
Resolution Option:
We will provide the customer with a 70% store credit based
on what they paid for this merchandise at the time of sale. This 70% is related
directly to the cost paid to us for merchandise only. As the customer’s
concerns are not covered by the extended warranty the inclusion of such fees
has no basis for existence in any courtesy offer Bobs provides directly.
Should this offer be accepted, we will not be responsible for the removal of the current
merchandise the customer has in their possession as we agree with the reports
we have received from our technicians.
As an additional courtesy we will offer to waive the cost of
delivering (one time only) any merchandise purchased using the 70% store credit
provided via this offer.
Kindest
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Good Afternoon Revdex.com,
While we apologize that our customer is unhappy
with the product we are unable to offer resolution when the overall condition
and cause of the product’s demise is directly related to the accumulated abuse
the item has received in its environment.
Our records...
indicate that this merchandise was
delivered to the customer on 3.22.2014.
During our first service visit on 6.28.2014 the
service technician reported that he adjusted the reclining mechanisms on the
recliners and the cause of these not working properly was directly related to
the merchandise not being used in conjunction with normal specifications. While this technician was in the home he also
logged touching up scratches on the merchandise. At this point in time the
customer had the merchandise for over three months in their possession with no
reported cosmetic damages to us (the business). The scratches were directly
related to something that occurred in the home and our technician did the
consumer a courtesy (at no charge) by repairing merchandise that had been
directly damaged by the consumer or the environment the merchandise is kept in.
Normally the ‘[redacted]’ plan requires that any accident, for example scratches
that appear on merchandise three months after the point of delivery, be
reported to a separate third party company. As a retailer we make this perfectly clear
within the documents provided at the time of sale.
On this initial service visit Bobs Discount
Furniture made an extreme effort to help this customer directly instead of
referring them somewhere else.
Approximately five months later this customer
contacted us and advised us that the sofa and recliner were making noises when
they reclined. We scheduled a service for 11.29.2014 to address this concern.
On 11.29.2014 our technician most certainly showed
up to the residence to perform this service. Our records verify that not only
did we show up, we made a call ahead to the customer over an hour in advance
letting them know we were on our way. Following our normal, successful protocols
we arrived to the customer’s residence within the estimated timeframe our
automated system provides. After the technician was unable to enter the
residence we called phone number ###-###-#### to advise that our technician was
outside and looking to be let in to the residence. Because we were unable to
reach anyone, we were forced to leave a message on that number, take a
description of the customer’s home from our technician, and move the technician
on to his other scheduled stops. Per our records the technician left the home
about 2:05PM. Our records further indicate that we spoke with a “[redacted]” at
2:30PM and this person conveyed that she must have missed the knock on her door
but was home and available to accept service at this time. We made every
attempt possible to get our technician back to the home to complete a service
that day.
As a reschedule to the above missed appointment we
arrived to the customer’s residence on 12.13.2014 to address the concern of the
sofa and recliner making noises when they reclined.
While I understand the
alleged account of events that occurred by the customer’s filed complaint, the
technician report we were given indicates that the product’s demise is
directly related to the accumulated abuse the item has received in its
environment. The report includes
information that one of the sofa’s electronic outlets has been snapped off,
there are multiple occurrences of scratches on the merchandise (new scratches
that appeared in the six month timeframe in between our first visit and this
visit) and the sofa was in overall poor condition. The recliner was reported to
us as showing the same signs of extreme wear – the outside arm had material
that suffered a scrape (estimated at 4 inches) and other areas of cosmetic
damages.
As per the Revdex.com’s documentation this complaint was
sent to you on 12.22.2014. Our records indicate that the customer last spoke
with the highest levels of our Customer Care Organization on 12.23.2014 and has
been advised that regretfully we are unable to take responsibility or ownership
for the concerns due to the extremely poor condition this merchandise is in combined
with the fact that the concerns the customer is experiencing (bent
mechanisms/non working electrical components) are not related to a problem we
can take ownership or responsibility for.
The [redacted] Protection plan this customer
purchased offers an extensive amount of coverage against one time accidental
damages and/or manufacturing defects. Given the amount of accumulated damages
that exist here and the report of two separate service technicians confirming
these damages are not related to factory defects, this claim qualifies in no
way for warranty coverage under the purchased plan. We remain very sorry that
we are unable to offer this consumer any recourse for these concerns.
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Good Afternoon Revdex.com,
I am terribly saddened that the
sincere apology and acknowledgement of our failures I believe my first response
to illuminate could not be conveyed to this customer as I intended it. Again,
we certainly understand the frustration caused with the multiple delivery
attempts and it is never our expectation that the original agreement (showroom
quality merchandise on the agreed upon delivery date) will not be honored.
While I can personally identify
with a consumer’s need for an apology outside of making the concern right, we
have worked at a higher level to make those requests happen. Any compensation
agreement is to be discussed after the customer has been fully satisfied with
the merchandise they paid for and a form of apology is usually processed by
gift card, for this customer we initially offered a monetary refund amount. Working
beyond a structure that is set in place to keep things fair for all consumers is
a retailer’s way of applying empathy and accepting responsibility for a
customers concern.
Normally we offer any type of
additional apology in the form of a Bobs Discount Furniture Gift Card because
as a business we understand the importance of earning our customer’s trust back
and proving to our customer that delivery failures are not part of the normal
daily operations that have helped us grow to be the 15th largest
furniture retailer in the U.S. We also wish to provide our customers with a
tangible item as a further form of apology rather than just committing to the
act of pacifying someone with a monetary amount. Should the customer wish not
to provide us with another opportunity to deliver merchandise we can understand
the reasons why in this scenario and have several cash and carry items that can
be taken from our Showrooms or pit locations as our free gift of apology.
As indicated previously, we
continually seek to make the failure right that we have caused prior to
offering or processing any amount of apology thereafter and we have stretched
the boundaries twice in this case to accommodate this customer’s specific
needs. As a business we have applied empathy to this consumer’s concern and
have not dismissed the request made for even more compensation.
Once the foundation has been exchanged any additional
accommodation we feel adequate to offer to the customer is a form of our
apology and at our internal discretion. We do not offer apology amounts based
off of any individual’s time and we are unable to offer a discount off of
factory fresh product that stands in the home in good condition.
We are still looking forward to completely resolving this customer’s concern on
1.17.2015 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 1.17.2015.
We will review the account and already processed compensation at
that time and determine what, if anything, further we are able to offer.
Thank You,
[redacted]
Bobs Discount Furniture
[redacted]
Good
Morning [redacted],
I am very sorry for the disappointment you are experiencing with your bonded
leather set and the [redacted]. I assure you that Bobs Discount
Furniture cares very much to satisfy all our customers and we stand behind the
quality of our products...
including the protection plan we sell. The [redacted], as its name depicts and the documents associated with the plan denote, is
for protection against accidental damage and in order for a claim to qualify
for coverage under this plan you must report an accidental occurrence causing
the damage you are reporting. The merchandise you purchased and the nature of
your claim are not accidental and in all reality this is considered normal for
the material type you selected as a consumer during the time of sale. The
material make up of your set was listed on the set’s signage, posted directly
in front of the set itself, when you initially viewed this in our showroom over
four years ago.
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 four years and in
that four year period our records indicate that you have not reported any issues
to us before now. The Bobs warranty on your merchandise expired over three
years ago and as this concern does not stem from a factory defect in the
product’s workmanship and is viewed as normal wear and tear industry wide, we
are able to make a store credit offer to from a place of extreme courtesy and
care.
If you would like to reselect to a different set, made of a different material
that may fit your furniture needs better we can offer to credit you 70% of the
original cost you paid for the Sofa, Loveseat, and the chair from your ‘[redacted]’ set. In the interest of fairness we would ask that if you want the new
furniture you select to be delivered you cover the cost of that service as
delivering the merchandise has always been a charge we maintain separate from the
cost of our merchandise. We can offer to remove the current Sofa and 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
[redacted]
Good Morning Revdex.com,
Please pass on our sincerest apologies for the inconvenience the multiple services and incorrectly assembled product continues to cause our customer. We can certainly understand the customer’s frustration and acknowledge that the frustrations of our customer are because of...
our failures.
Bob’s prides itself on providing quality service and the best value product for the price. Our primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from us. As the retailer we do take full responsibility for the concerns that our customer is reporting and have already provided several different options for resolution regarding this concern.
Per our established company policies, available in store or online; a return for a refund is not a possible option for resolution at this time.
[redacted]
In speaking with our customer directly on the evening of 2.18.2015 (yesterday) we communicated the following three options for resolution to this customer’s concern.
Option #1: We can offer to provide an even exchange on the merchandise. While we understand the terrible impression this customer has of our delivery service we maintain an extensive fleet of well qualified delivery personnel who are normally able to satisfy fully on our first attempt. Our sales people would not be offering our delivery service nor would we be in business if we continually failed our customers during such and important purchase.
OR
Option #2: We can offer the customer a store credit based off the price of the ‘Goof Proof Plus Plan and TV console’ to pick out a different console.
Again we are seeking to make the concerns the customer has right, perhaps the concern is unrepairable and exists within the product itself, selecting a new console may bring the customer full satisfaction.
OR
Option #3: We are willing to provide what we call a ‘concession to keep the merchandise as is’.
This option allows the customer a 15% refund off of the purchase price of the TV Console. In accepting this 15% refund the customer agrees to keep the unit ‘AS –IS’ in it’s current condition however the manufacturing guarantee for possible defects remains in tact for the full term of coverage.
As a business we stand behind the above listed options as the best avenues for resolution we have to offer our customer. We apologize to our customer again for the disappointment that has been experienced with this purchase and look forward to hearing from him again so that we can help him move forward and resolve this concern.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
We apologize that the customer still remains so unsatisfied.
We have again verified the product information and scenario
with our Service Manager and stand behind our already provided written and
verbal responses to this concern.
Sincerely,
[redacted]
Bobs
Discount Furniture
[redacted]
Good Afternoon [redacted],
I am very sorry for the disappointment you are experiencing with
your bonded leather set. I assure you that Bobs Discount Furniture cares very
much to satisfy all our customers and we stand behind the quality of our
products even after the expiration of our...
direct one year guarantee period. [redacted], as its name denotes, is intended for coverage against accidental occurrences
within the home that cause damage to the product.
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/cracking 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 four years and in
that four year period our records indicate that you have not reported any issues
to us before now. The Bobs warranty on your merchandise expired over three
years ago and as this concern does not stem from a factory defect in the
product’s workmanship and is viewed as normal wear and tear industry wide, we
are able to make a store credit offer to from a place of extreme courtesy and
care.
If you would like to reselect to a different set, made of a different material
that may fit your furniture needs better we can offer to credit you 70% of the
original cost you paid for both the Sofa and the Loveseat from your ‘[redacted]’
set. In the interest of fairness we would ask that if you want the new
furniture you select to be delivered you cover the cost of that service as
delivering the merchandise has always been a charge we maintain separate from the
cost of our merchandise. We can offer to remove the current Sofa and 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]
[redacted]
Customer Care Corporate Liaison
Good Day Revdex.com,
Please pass on our sincerest apologies for the inconvenience
the multiple deliveries caused our customer. We can certainly understand the
customer’s frustration and acknowledge the reasons why the customer feels they
are owed something additional after their...
concerns have been resolved.
Bob’s prides itself
on providing quality service and the best value product for the price. Our
primary focus is on making the concern we caused right so that our customer is
satisfied with the product that they have purchased from us. We have resolved
the original concern and delivered the customer the merchandise originally
expected in good condition. At this time any additional accommodation we feel
adequate to offer to the customer is a form of our apology and at our internal
discretion.
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
offer apology monetary amounts based off of any individual’s time and we are
unable to offer a discount off of factory fresh product that stands in the home
in good condition.
We can offer to provide the customer with a monetary refund
based on the amount paid to us for a delivery fee on this sales order ($99.99).
Should the customer wish to accept this offer, 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.
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Good Afternoon Revdex.com,
We sincerely apologize for the frustration and aggravation our customer
had to endure during this purchase with us. We assure our customer that it was
never our intention to make our customer wait so long for this merchandise and
we absolutely agree that we failed our...
customer on several occasions with our inability
to effectively communicate and stand up to our promises.
Our records indicate that we did approve a delivery to the
customer at no charge to make our failures right and as of 12.01.2014 our
Customer Care Team sent a refund of $50.00 back to our customer’s financing
account as a further form of apology.
While it is not normal procedure to process any type of monetary
compensation on a sales order we do recognize the level of failures we have
caused and have processed one monetary refund off of this sales order already.
As an additional courtesy and further form of apology we will process another
$50.00 refund back to this customer’s financing account. This additional refund
credit is reflected under order number: [redacted] within
our system and should be present on the customer’s next financing statement as
it may take a full billing cycle for this to appear.
We apologize again to our customer for the time it has taken us to
get their merchandise to them and thank our customer for their extreme patience
with us.
Kind
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted]. In response to the comment made in regards to me having to use a blow up mattress to sleep, I purchased a mattress through a separate company and was not going to use a brand new mattress to sleep with on the floor so therefore another form of a mattress to use to sleep was needed Also I will call customer care once my delivery is completed to address that I will not be paying for a delivery charge due to the inconvenience of my sleeping condition and also taking a half a day off from my busy work schedule to wait around for my delivery today.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
r: [redacted]
Please pass on our apologies to our customer for the disappointment
he has experienced with the table he purchased from us.
Our records indicate that on the original date of service
we spoke directly with [redacted] and confirmed the reasons why we were unable...
to
offer an even exchange on the table.
Per our records on 6.14.2014:
[redacted]
1108 to 1130
table top: rsf top wood corner has almost 5" crack (1/8 of an
inch thick). This is season crack/mfg good. Top of table on several spots have
scrapes (5" and 10" approximately/cc good).
I spw customer [redacted] who is
a carpenter - he is stating there are no scrapes on the table - just very fine
lines that he isn't even concerned with - feels table s/be replaced due to mfg
defect noted.
Contacting AMS for approval on eex - denied per [redacted]
Above Comments Added By[redacted]
On 06/14/2014 at 12:14
We did speak with the customer again on 2.03.2015 and one
our Customer Care Team Leads has logged that [redacted] confirmed his table has customer
cause damages on it. In order to keep resolutions fair for all consumers alike
most retailers consider a warranty period void when the item in question has
additional damages that have occurred as a direct result of use or environment.
If [redacted] is willing to send in current photos of his table
in its condition overall we are willing to look into this concern further and
verify if we are able to process a one time even exchange as an extreme
courtesy for this customer.
Please ask [redacted] to submit photos to us via this email
address: [redacted]
Please ask that he provide a subject line of: C
Please ask that he provide a minimum of four photos:
-Photo
of the crack at a close range
-Photo
of the “scratches” he has disclosed as present at a close range
-Photo
of the table top from a distance so its entire condition can be seen
-Photo
of the table and its set components at a distance (table and matching chairs)
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Day [redacted],
My office is in recent of your response as of 4.16.2015 and we are
replying again to you 4.17.2015.
The claim number you supplied is not a Bobs Discount
Furniture claim number, as previously indicated you have been reporting
concerns to the ‘accidental insurance coverage’ company called Guardian
Protection products and not Bobs Discount Furniture.
After performing research into the claim number you provided with
Guardian (along with the other claim numbers you have active with this company)
it has been discovered that your chairs are not experiencing any factory
defect concerns. You reported to Guardian (and also supplied photos that
outline) cosmetic damages on the chairs. In example- you reported to Guardian
that your chair has scratches on it and that there is a chair with a ripped
decking area (under the seat). These are not manufacturing concerns and are
related to something happening to the chairs that you have had in your home for
over two years time.
In speaking with Guardian today they have informed us that they
are approving the exchange of your table under your protection plan – this
fulfills the terms of your protection plan as the plan you purchased offers a
one time replacement ONLY. This fully covered protection plan replacement means
you no longer have an active protection plan open on the table. These terms and
conditions are fully listed on the terms and conditions page (that the flyer
you posted directs you to read) therefore this is an undisputable fact. Your
replacement merchandise will carry a one year guarantee for factory defects
ONLY. A scratch, scrape, knick, ripped seat underneath, or any otheount Furniture directly within the first year of ownership under the
provisions of your warranty.
In an effort to help our partner (Guardian) close the claim you
have open with them we (Bobs Discount Furniture) have generously agreed to
exchange the chairs you have as a one time only courtesy. This fulfills
the terms of your protection plan as the plan you purchased offers a one time
replacement ONLY. This fully covered protection plan replacement means you no
longer have an active protection plan open on the chairs. These terms and
conditions are fully listed on the terms and conditions page (that the flyer
you posted directs you to read) therefore this is an undisputable fact. Your
replacement merchandise will carry a one year guarantee for factory defects
ONLY. A scratch, scrape, knick, ripped seat underneath, or any other cosmetic
damage is NOT a factory defect. You are required to report any defects to Bobs
Discount Furniture directly within the first year of ownership under the
provisions of your warranty. I have included our ‘Service Policy’ below so you
have it for your records.
SERVICE POLICY
We guarantee that
our new products will be free from factory defects for one year from date of
delivery or pickup. Our mattresses and motion furniture may carry additional
factory guarantees. You must report any factory defects to our Customer Care
team within one (1) year of possession, and a Customer Care representative will
schedule one of our Service Technicians to inspect the item and service it to
factory standards at no cost to you. If the Service Technician determines that
the factory defect is not serviceable, we will replace the affected item, one
time. If the item is no longer available, you may reselect to other merchandise
or we will refund the purchase price. In the event of a reselection we will
charge or credit you for any price difference between the original and the
re-selected item. Merchandise purchased from our “Pit” or Clearance Centers
that is not brand new/factory fresh is excluded from these factory defect
guarantees. Normal wear and tear or customer-caused problems are also excluded.
Service can only be provided within our serviceable area to the original
purchaser as stated on your sales receipt.
The request to have your paperwork entered has been made and these
exchanges are projected to be available for you to schedule with us (Bobs) by Tuesday, 4.21.2015. Please
contact our Customer Care Offices to schedule a delivery date where you have
the flexibility to take any estimated 4 hour time frame window for delivery.
Customer Care is available via telephone at [redacted] (Mon –
Sat: 630am -8:00pm / Sun: 10:30a- 7:00pm). We are unable to schedule delivery
for you thru this Revdex.com channel as availability changes every day and every hour.
Thank You,
Stephanie
A. Gauthier
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
Please pass on our sincerest apologies for the frustrations the
damaged product and multiple services has caused our customer to experience.
Our records show that our technician repaired the defect in the
bed and nightstand successfully on 4.04.2015. We care very much...
to assist our
customers and gain their full satisfaction in our business and the products we
sell. In regards to the bed (headboard, footboard, railings) and the nightstand(s)
we have entered in a reselection credit so that the customer can visit one of
our showrooms and reselect to a product that they feel better suits their
needs. As a retailer it is our responsibility to provide the customer with a
store credit based on their purchase price however if the customer selects
merchandise of a higher value the customer will be directly responsible for the
upcharge. We will also cover the cost of delivering the newly selected items
and will expect to remove the current bed (headboard, footboard, railings) and
the nightstand(s) the customer maintains in the home on the same date.
The credit number associated with the bed (headboard, footboard,
railings) and the nightstand(s) is: [redacted], if this
credit is not used within two months it will expire on 6.06.2015.
In regards to the mattress, the customer just had this mattress
delivered (new) on 03/23/2015. This was a warranty replacement and we delivered
the exact mattress the customer picked out from our showroom. Our records show
no report of factory defect with the new mattress and therefore we would be
unable to offer a resolution on an item that has no defect concern. If the
customer has more to report as to why they are unhappy with the mattress they
picked out that would initiate a service under their warranty coverage we will
be happy to help at that time.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:I have called this company in regards to the insurance provider and both companies have done NOTHING! I want my money back for the service I paid for and cannot use. This is the biggest scam. The media is my next outlet.
Sincerely,
[redacted]
Good Morning Revdex.com,
Please pass on our sincerest apologies to our customer for the
disappointment they are experiencing in their product. Our records indicate
that this item was delivered on 12.15.2012 and the consumer first reported this
concern to us on 3.12.2015. The customer alleges in...
this complaint that the
sofa started to show these signs of concern only a few months after delivery
however our business was not made aware of any concern until long after the
warranty coverage for factory defects expired.
As a courtesy to our customer we sent out a factory trained
professional at no charge to see if there was any repair that could be made to
this merchandise to appease the customer’s concern. We stand behind the
integrity of our service technicians and the qualifications they receive
directly from the vendors of our product and regretfully the factory trained
professional found no defect present within the item. With no defect being
present and the item being up to manufacturing standards there is no repair to
be made. It is not a safe, nor is it a recommended practice that a technician “sit
on” or attempt to utilize merchandise in a customer’s home as this puts him at
a disadvantage and could compromise his own safety while alone in an environment
the consumer feels most comfortable in. Should the customer need to sit on the
merchandise in order for it to produce a loss in resiliency this is clearly the
cause of normal wear and tear on an item that has been continually used for two
(plus) years. By any vendor’s standards in the furniture industry a loss of resiliency
in any seat is to be expected and viewed as completely normal.
Please note that while in the residence the technician also
verified that there is a defect concern with a bar stool and the customer
currently has replacement parts on order for the bar stool. I mention these
facts because this shows a clear example of how we are assisting the customer,
as a retailer, when there is an actual manufacturing defect present within the
merchandise and that defect has been appropriately reported within the warranty
timeline set forth.
In an extreme effort to meet this consumer’s demands for
resolution outside of warranty we will make a one time only courtesy offer for
resolution (listed below). Should the customer wish to accept this offer they
are able to contact our Customer Care Officers at [redacted] (Mon- Sat
-6:30am – 8:00pm/ Sun 10:30am – 7:00pm) to accept this offer and have it fully
processed.
As this is
a one time courtesy- It should be expected that for any future occurrences of
concern, on any other sales order, this individual consumer is agreeing to
adhere to the terms and conditions of their warranty coverage and the
determinations of Bobs Discount Furniture’s Service Professionals. Our Service
Policy is fully disclosed on the customer’s sales invoice and provided at the
time of sale.
Option for
resolution:
We can
offer to provide a store credit of 70%, based off the original cost paid for
both pieces of the sectional. In the interest of fairness the customer will be
expected to pay a new delivery fee if they want the new furniture selected to
be delivered. Delivering the merchandise has always been a charge we maintain
separate from the cost of our merchandise. We will expect to remove the current
merchandise the customer has in the home on the same date we deliver the newly
selected merchandise.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison