Complaint: [redacted]
I am rejecting this response because: While I did receive the parts that they sent (not the parts I asked and thought I was paying for), I am STILL missing parts. I explained over and over again that I needed the complete system for BOTH drawers, and not simply a single track and a few nuts and bolts for ONE. I still cannot ompletely construct this bed. Furthermore, I requested some form of reparations for the extremely sub-par "service" I've received, of which none has been offered. I just want a complete working bed.
Sincerely,
[redacted]
After I explained to their technician what happen he said and I quote yes this is an accident. I call [redacted] they said Bob does nothat share pictures with them. If they did they would have pictures they are saying they have no pictures. So someone is lying here.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Good Morning Revdex.com,
I reached out to [redacted] via the daytime phone number she has
provided in this complaint today (9.23.2014) and left her a message with my
direct phone number for contact back. I look forward to hearing back from our
customer so that I can help her resolve her concerns...
and I ask that you please
pass on my sincerest apologies for any frustrations we have caused her during
this time of need. We assure [redacted] that we genuinely value our customers as the
most important part of our business.
Thank You,
[redacted]
Customer
Care Corporate Liaison
Bobs
Discount Furniture
Good Day Revdex.com,
I apologize again to our customer for the alleged sales experience they have outlined occurred while purchasing this protection plan. As I was not present during the time of sale I am unable to make determinations of what actually occurred and I do know that we expect our sales team to provide a brief overview of the protection plan to our customers without overwhelming them. The sales flyer is commonly placed inside this trifold along with the customer’s sales invoice. Again as the Goof Proof Protection in honored thru a third party company there is regretfully no way for our business to determine if the customer did or did not receive the specific plan outlines.
The Goof Proof Plan is extremely valuable and Bobs would never make an attempt to sell our customer anything that we did not feel held the value of its price point. The simplest way the plan can be explained is to state it is insurance for your furniture and does cover many incidents that occur to your furniture from accidents inside your home (beyond normal use). The sleeper mechanism on this merchandise is currently covered through [redacted] for five years (not Bobs), the reason this person’s claim was denied was because it wasn’t reported as the result of an accident occurring. That determination takes only moments to verify via phone. Like many other protection plans sold on home appliances, automobiles, or electronics there are reasonable guidelines that must be adhered to in order to keep the plan fair for all consumers alike.
Should the customer feel her claim is not being properly addressed by the [redacted] company we would suggest that the customer contact this company directly to make them aware of her remaining concerns.
As of right now Bobs Discount Furniture is still able to provide the courtesy offer of ‘Best Effort Service’ that we outlined in our last communication.
Sincerely,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison %3
Thank you for approving the exchange of the 2 chairs, Please contact me [redacted] at anytime to schedule a time and date to exchange the damaged chairs. As for the table scratch please inform Guardian to also contact me to set up a date to come and fix the table.Thanks again.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
Our records show no indication of service appointments or
resolution agreements with this customer since September of 2013.
Bobs Discount Furniture provides coverage for factory defects
under the protection plan this customer contracted at the time of sale....
The
Guardian company, who we believe the customer has been working with and is,
making the complaint regarding, provides coverage for various occurrences of
one time accidental damages.
Should the customer be experiencing a factory defect with their
chairs we are more than happy to research how we can help directly should we be
provided with information as to what the defect concerns are with this chairs.
Please ask the customer to provide a report of the concern along with photos of
the chair’s concern(s) and we will research how Bobs may be able to assist directly and respond thereafter.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
Please pass on our sincerest
apologies for the inconvenience our failures in scheduling have continued to
cause our customer. We can certainly understand the customer’s frustration and
acknowledge the reasons why the customer feels they are owed something
additional...
after their concerns have been resolved.
Bob’s prides itself on providing quality service and the best value product for
the price. Our primary focus is on making the concern we caused right so that
our customer is satisfied with the product that they have purchased from us.
We currently have a delivery scheduled for this chaise on 3.06.2015 to resolve this
concern.
Once the delivery is completed
for all items on this sales order (including the special order sectional that
is pending arrival from its factory) and we are certain that our customer is
fully satisfied with their merchandise overall, any additional accommodation we feel adequate
to offer to the customer is a form of our apology and at our internal
discretion.
I truly wish there was a way I could undo what has been done and I
apologize again for the appalling impression our customer has been left with of
our company. The customer has our pledge to maintain the quality of all our
customer interactions at every level and we truly thank our customer for
reporting these incidents to us.
At this time we are looking
forward to resolving this customer’s concern with the chaise on 3.06.2015 and
should the customer still be seeking a further apology amount from us they will
be able to speak with our Customer Care Office regarding this request after
their pending sectional has been delivered. We will review the account at that
time and determine what further apology offers we are able to make to our
customer directly as we agree that we have disappointed our customer.
We apologize again for the impact our failures have had on our
customer’s valuable time and seating needs and thank the customer for bringing
the coaching concerns we have to our direct attention.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because: I have attached the 4 photos requested by Bob's Discount Furniture. Unfortunately, as a consumer I was provided the [redacted] outline of what is covered and what is considered accidental and nail polish was listed as covered. However, no where on this document does it stipulate the damage amount has to be 6" or less. The [redacted] outline should outline what they offer in more depth to avoid this situation from occurring to another consumer. Also, I made a contract with Bob's discount furniture, not with [redacted]. Lastly, I will say for one last time to not consider my claim intentional because a toddler doesn't know the consequences of his actions. I purchased a protection for what this company considers an "accident" and am now being accused of intentionally causing the damage. As I stated in my initial claim, I assume responsibility for the damage on my other property that has been damaged, and am not seeking replacement there. However, I feel this claim is justified because again your [redacted] outline does not read the damage must be 6" or smaller.
Sincerely,
[redacted]
Good Morning Revdex.com, We apologize to our customer for any disappointment they are experiencing with their product and protection plan. We dispatched a service professional to this customer’s residence on 2.18.2015 (yesterday). The report provided to us by this professional indicated that there were...
no manufacturing defects present within the merchandise.
We stand behind the integrity of our technician’s report. Our Service technician’s are factory trained professionals who know and understand the inner workings of the merchandise we sell, they are fully qualified to determine if a defect in workmanship is present or if merchandise is showing signs of wear and tear from the amount of normal use it has been receiving in an environment. Bobs Discount Furniture offers coverage against manufacturing defects and just as its name outlines, the ‘Goof Proof’ portion of this protection provides coverage against accidents. At this time the merchandise in the customer’s home is not experiencing concerns from either of those instances, therefore the coverage purchased does not apply at all.
The customer hasn’t disclosed what state they will be relocating to however Bobs Discount Furniture currently services in 11 different states and we are continually opening up new stores in new states nearly every month. The accidental coverage portion of the protection plan is honored by a third party company called ‘[redacted]’ and [redacted] provides services under their coverage details nationwide.
Our Goof Proof Proof Plus Protection plan is very valuable and we apologize that the current concerns this customer is experiencing are not related to the coverage(s) available thru this plan.
Good Afternoon Revdex.com,
We apologize to our customer for any and all inconveniences
that this concern has caused them. We have reviewed the pictures/report logged
by our service technician at a secondary level and made an executive choice
that we can offer an even exchange of the foundation...
and a reassembly service
for the queen sized bed.
Please ask that the customer contact us in our Customer Care
Office (###-###-#### Mon-Sat 6:30a-8:00p) to schedule the exchange and the
assembly service for a date that is most convenient for their schedule. We
further apologize for the lack of empathy our customer states to have received from
our agents and we appreciate this feedback so that we may properly coach our
agents into always offering the best care possible.
Thank You,
[redacted]
Bobs Discount
Furniture
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], Although I don't find the resolution completely satisfactory, I cannot choose a bed that would match with the remaining furniture, I appreciate Bob's willingness to work with us and readdress the design flaw in the dresser. My wife and I will accept option 1 as method of resolving this issue. Additionally I will contacting Bob's furniture to discuss the design flaw in the dresser that continues to create scratches on the drawers. A representative from Bob's may contact me to schedule delivery and installation.
Sincerely,
[redacted]
Good Morning
Revdex.com,
Please thank
the customer for providing us with these photos.
As previously
indicated we understand that this consumer received the general sales flyer
that we provide at the time of purchase to all consumers alike. As a retailer
we are unable to force any customer to fully read through the guidelines that
they receive or educate themselves on the exclusions of this plan. The general
sales flyer fully directs that the plan is being offered by the [redacted]) company and that the full plan should be reviewed for a listing of
exclusions.
Regardless of our opinion on the
denial reason the fact remain that this protection plan is honored thru a third
party company and not Bobs Discount Furniture directly. We are willing to make
an offer to the customer as an extreme one time courtesy. We do stand behind
the reasoning [redacted] has selected to use in denying this claim as exclusions are
put in place by any business to keep resolutions fair for all customers alike.
The courtesy offer we are willing to
make should not be viewed as a dispute to the [redacted] claim and is our
effort to apply a caring offer outside of all guidelines that have been
correctly set forth. This offer will not to be negotiated further and should the
customer wish to accept this offer they may respond to this Revdex.com channel
directly as ‘satisfied’ and can expect their store credit to be active within
48 business (not to include Saturdays or Sundays) hours of their response and
valid for use within two full months of their response.
Resolution Offer:
We will provide a store credit (for
Bobs Discount Furniture use) in the amount of 60% on the sofa and loveseat. This
60% will be based off the original cost of the sofa and loveseat as listed on
the original sales order. For the sofa the store credit = $253.83, the credit
for the loveseat = $225.57, making the total store credit = $479.40. In the
interest of fairness should the customer seek to have their new living room set
delivered to them they will be responsible to pay a delivery fee. Bobs Discount
Furniture has always maintained that a delivery service is a completely separate
service from the sale of the merchandise itself. Should the customer find these
terms acceptable we are willing to cover the cost of removing (and disposing)
the current sofa and loveseat that exists in the home on the same date the new living
room set is delivered to the customer.
Good Afternoon Revdex.com,
We apologize that our customer is so disappointed with the normal wear
pattern of this mattress purchased from us. While we can relate to our customer’s
aggravation and personal preference concerns we do stand behind the quality of
the product we sell and the integrity...
of our factory trained technicians.
The service technician’s methods of reporting are trained directly
from the vendor who makes this mattress, as the retailer in this scenario we
are permitted to submit a warranty claim to the manufacturer only in the event
a defect is present. We are unable to offer any consumer the complete coverage
offered under a warranty should their concern not fall within the guidelines of
that warranty. This is a standard business practice industry wide and again we
are so sorry that this customer does not agree with the warranty report we have
acquired.
For the sole fact that Bobs Discount Furniture outshines any other
retailer in the ability to care for our customers on such a direct basis we
have provided two options for resolution out of extreme courtesy below. Should the customer wish to accept one
of these options for resolution they may respond in writing thru this Revdex.com
channel they opened for your mediation purposes.
Option one:
We will provide a store credit offer of 60% credit. This 60% will be
based on the original price paid to us for the mattress and foundation (set).
Included in this extreme courtesy offer we will provide the removal and
disposal of the current mattress and foundation the customer has a preference
concern with on the same date we deliver their newly selected sleep set.
Any new bedding or furniture item
purchase will be subject to a new delivery fee should the consumer wish to have
a new set of bedding or furniture item delivered to their residence.
-OR -
Option two:
We will provide a store credit offer of 80% credit. This 80% will be
based on the original price paid to us for the mattress and foundation (set). Should
this offer be accepted, we will not be responsible to remove the current
mattress and foundation set the customer has in the home and the customer would
be accepting this 80% credit with the agreement that they are keeping the
current sleep set ‘AS IS’ WITH NO REMAINING WARRANTY PROTECTION.
Any new bedding or furniture item
purchase will be subject to a new delivery fee should the consumer wish to have
a new set of bedding or furniture item delivered to their residence.
We apologize again that this customer’s concern does not fall within
the appropriate guidelines to qualify for warranty coverage. We look forward to
being able to help satisfy them with one of the courtesy options we have
provided in this response.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
I have I have email them more pictures like they requested and its a back and forth thing and nothing gets done why don't I get call me [redacted].
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Good Afternoon Revdex.com,
Please pass on my apologies to our
customer for the disappointment he is currently experiencing with his
product.
The customer’s recliner was
replaced utilizing the [redacted] Plan he purchased from us. The [redacted] Plan...
allows for five years of unlimited parts and service or a one
time replacement outside of owning the merchandise for a period of one year. The
customer no longer has [redacted] Protection on the recliner due to the [redacted] agreement of one time replacement being fulfilled on the
recliner.
Our records indicate that the
other living room items were delivered to the customer on 04/05/2013 and his
report of concern came to us on 11/04/2014. At this time the customer was past
one year of ownership therefore we start offering protection under the [redacted] Plan the customer purchased for such occurrences. Should the
customer wish to use up his one time replacement option for an even exchange
(like he did on the recliner) on the sofa and the loveseat that is certainly
his right. We always recommended parts and service as the best route for
resolution since this avenue keeps the protection plan active on the
merchandise. We apologize that there is a delay in container shipment from the
overseas vendor and if we could get the parts any sooner we most certainly
would.
Should the customer be unable to
wait for the replacement parts to come in he may contact our Customer Care
Offices (###-###-#### –Mon-Sat/ 6:30am to 8:00pm) and initiate his one time
replacement option under the [redacted] Plan that remains active on this
sofa and loveseat.
The five year protection plan is an option on all purchases and
not a requirement. The customer is not being forced into “re-purchasing” it on
his newly delivered items should he decide that a replacement of furniture
suits his needs more so than the option of replacement parts.
As the customer was charged $129.99 for a five year guarantee on
merchandise that retailed for $1,097.00 we do believe it is obvious as to why a
replacement of an item (including the cost of delivery) fulfills the contract
of the plan. We stand behind the value of our [redacted] Protection Plan
and its option for a one time replacement only.
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I will accept the monetary refund of $50.00 processed to my Wells Fargo financing account.
Sincerely,
[redacted]
Good Morning Revdex.com,
Please pass on our apologies for the disappointment the customer is experiencing with the resolutions offered by the protection plan she purchased and Bobs Discount Furniture.
Table Credit Concern:
This credit and claim is entered into our system on behalf of a...
third party company. This customer did place her claim for this table with Bobs Discount Furniture directly and regretfully we have no control over the actions of another business. These guidelines are clearly outlined on the terms and conditions pages of the protection plan the customer purchased (attached). The customer has received a credit for the exact amount paid for on the table.
Please see the 4th bullet point down under [redacted] COVERAGE:, via page number one of these terms and conditions.
If we determine, in our sole discretion that your furniture item cannot be serviced
(cleaned) or repaired, we may replace the affected area. If the affected
area(s) cannot be replaced, you can select a new replacement piece equal
in value up to the original purchase price from the retailer from whom this
Plan was purchased.
Any and all further discussion or resolution regarding this claim must be processed through the protection plan manager that the consumer originally made her claim with ([redacted] Products Inc. /[redacted] Brand Coverage).
Living room Credit Concern:
This is a warranty claim being honored directly from the manufacturer of this product. The manufacturer requires the set to be fully returned to them for various beneficial reasons. As the retailer we are to adhere to the manufacturer’s regulation in order to offer the full credit price for these items. The customer has currently been provided with a fair and adequate resolution for this concern and is now demanding that we work out of policy to satisfy this need on their individual basis. I can understand the desire that comes with this type of demand however it does not in any way benefit our customer to assert that this option should be changed.
In example, part of the agreement from the manufacturer consists of covering the cost of the new delivery fee associated with the new merchandise. This can run anywhere from $100.00 - $399.00, should the customer wish to break the terms of this agreement we will expect the customer to pay a delivery fee should they wish to have any items delivered from us.
The defect the sofa and loveseat are said to be experiencing will only get worse over time and cause a complete material breakdown on the items, this will eventually cause more frustration and unsightliness for the customer and neither Bobs Discount Furniture or [redacted] Protection Products Inc. will owe responsibility to respond to claims with this particular set.
If the customer wishes to reselect to the same set, because they indicate that they have a dear fondness for this style and model, we still have this available in our lineup. With the option we have provided the customer receives a 100% cost free replacement for the sofa and loveseat and it is a common business practice throughout our industry that defective merchandise is expected to be returned to the vendor.
At this time, for the reasons stated above and many more considering all consumers alike, we stand behind the current resolutions set in place by the [redacted] company and our business directly as the most adequate resolutions for these concerns.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon [redacted],
I am very sorry to learn of your disappointment with the product you received from us. New wood furniture does bring a “new wood smell” with it. Many consumers find this smell to be appealing and gage it as a sign that the wood has been properly treated during...
production. I am again very sorry that the off gassing process is causing you so much inconvenience and I assure you that we have already made an extreme effort to work out of our expressed policies to assist you as an individual.
Please see the below verbiage of our ‘Refunds and Cancellations Policy’ as listed below and indicated on your original invoice (this is commonly signed as agreed to by all customers prior to leaving our store on date of purchase):
REFUNDS AND CANCELLATIONS POLICY
You may request a full refund on orders for stocked merchandise at any time up until the time we deliver the merchandise to you or until you pick it up.
I am perplexed as to where you are locating any information about a ‘3 day’ or ’16 day’ policy, if you can provide me with specific details about where this information has been presented to you I’d be happy to look into clarifying any confusion that may be present.
As the policy listed above indicates we normally make no offers for return at any time (especially for a preference concern) and as of 2.03.2015 your account indicates that we created a ‘reselection credit’ for you.
At this time your concern is being addressed above and beyond our expressed policies. We stand behind the already offered resolution as the most fair and adequate offer we are able to provide you with.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison <!--[if !supportLineBreakNewLine]-->
Complaint: [redacted]
I am rejecting this response because: While I did receive the parts that they sent (not the parts I asked and thought I was paying for), I am STILL missing parts. I explained over and over again that I needed the complete system for BOTH drawers, and not simply a single track and a few nuts and bolts for ONE. I still cannot ompletely construct this bed. Furthermore, I requested some form of reparations for the extremely sub-par "service" I've received, of which none has been offered. I just want a complete working bed.
Sincerely,
[redacted]
After I explained to their technician what happen he said and I quote yes this is an accident. I call [redacted] they said Bob does nothat share pictures with them. If they did they would have pictures they are saying they have no pictures. So someone is lying here.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Good Morning Revdex.com,
I reached out to [redacted] via the daytime phone number she has
provided in this complaint today (9.23.2014) and left her a message with my
direct phone number for contact back. I look forward to hearing back from our
customer so that I can help her resolve her concerns...
and I ask that you please
pass on my sincerest apologies for any frustrations we have caused her during
this time of need. We assure [redacted] that we genuinely value our customers as the
most important part of our business.
Thank You,
[redacted]
Customer
Care Corporate Liaison
Bobs
Discount Furniture
Good Day Revdex.com,
I apologize again to our customer for the alleged sales experience they have outlined occurred while purchasing this protection plan. As I was not present during the time of sale I am unable to make determinations of what actually occurred and I do know that we expect our sales team to provide a brief overview of the protection plan to our customers without overwhelming them. The sales flyer is commonly placed inside this trifold along with the customer’s sales invoice. Again as the Goof Proof Protection in honored thru a third party company there is regretfully no way for our business to determine if the customer did or did not receive the specific plan outlines.
The Goof Proof Plan is extremely valuable and Bobs would never make an attempt to sell our customer anything that we did not feel held the value of its price point. The simplest way the plan can be explained is to state it is insurance for your furniture and does cover many incidents that occur to your furniture from accidents inside your home (beyond normal use). The sleeper mechanism on this merchandise is currently covered through [redacted] for five years (not Bobs), the reason this person’s claim was denied was because it wasn’t reported as the result of an accident occurring. That determination takes only moments to verify via phone. Like many other protection plans sold on home appliances, automobiles, or electronics there are reasonable guidelines that must be adhered to in order to keep the plan fair for all consumers alike.
Should the customer feel her claim is not being properly addressed by the [redacted] company we would suggest that the customer contact this company directly to make them aware of her remaining concerns.
As of right now Bobs Discount Furniture is still able to provide the courtesy offer of ‘Best Effort Service’ that we outlined in our last communication.
Sincerely,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison %3
Thank you for approving the exchange of the 2 chairs, Please contact me [redacted] at anytime to schedule a time and date to exchange the damaged chairs. As for the table scratch please inform Guardian to also contact me to set up a date to come and fix the table.Thanks again.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
Our records show no indication of service appointments or
resolution agreements with this customer since September of 2013.
Bobs Discount Furniture provides coverage for factory defects
under the protection plan this customer contracted at the time of sale....
The
Guardian company, who we believe the customer has been working with and is,
making the complaint regarding, provides coverage for various occurrences of
one time accidental damages.
Should the customer be experiencing a factory defect with their
chairs we are more than happy to research how we can help directly should we be
provided with information as to what the defect concerns are with this chairs.
Please ask the customer to provide a report of the concern along with photos of
the chair’s concern(s) and we will research how Bobs may be able to assist directly and respond thereafter.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
Please pass on our sincerest
apologies for the inconvenience our failures in scheduling have continued to
cause our customer. We can certainly understand the customer’s frustration and
acknowledge the reasons why the customer feels they are owed something
additional...
after their concerns have been resolved.
Bob’s prides itself on providing quality service and the best value product for
the price. Our primary focus is on making the concern we caused right so that
our customer is satisfied with the product that they have purchased from us.
We currently have a delivery scheduled for this chaise on 3.06.2015 to resolve this
concern.
Once the delivery is completed
for all items on this sales order (including the special order sectional that
is pending arrival from its factory) and we are certain that our customer is
fully satisfied with their merchandise overall, any additional accommodation we feel adequate
to offer to the customer is a form of our apology and at our internal
discretion.
I truly wish there was a way I could undo what has been done and I
apologize again for the appalling impression our customer has been left with of
our company. The customer has our pledge to maintain the quality of all our
customer interactions at every level and we truly thank our customer for
reporting these incidents to us.
At this time we are looking
forward to resolving this customer’s concern with the chaise on 3.06.2015 and
should the customer still be seeking a further apology amount from us they will
be able to speak with our Customer Care Office regarding this request after
their pending sectional has been delivered. We will review the account at that
time and determine what further apology offers we are able to make to our
customer directly as we agree that we have disappointed our customer.
We apologize again for the impact our failures have had on our
customer’s valuable time and seating needs and thank the customer for bringing
the coaching concerns we have to our direct attention.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because: I have attached the 4 photos requested by Bob's Discount Furniture. Unfortunately, as a consumer I was provided the [redacted] outline of what is covered and what is considered accidental and nail polish was listed as covered. However, no where on this document does it stipulate the damage amount has to be 6" or less. The [redacted] outline should outline what they offer in more depth to avoid this situation from occurring to another consumer. Also, I made a contract with Bob's discount furniture, not with [redacted]. Lastly, I will say for one last time to not consider my claim intentional because a toddler doesn't know the consequences of his actions. I purchased a protection for what this company considers an "accident" and am now being accused of intentionally causing the damage. As I stated in my initial claim, I assume responsibility for the damage on my other property that has been damaged, and am not seeking replacement there. However, I feel this claim is justified because again your [redacted] outline does not read the damage must be 6" or smaller.
Sincerely,
[redacted]
Good Morning Revdex.com, We apologize to our customer for any disappointment they are experiencing with their product and protection plan. We dispatched a service professional to this customer’s residence on 2.18.2015 (yesterday). The report provided to us by this professional indicated that there were...
no manufacturing defects present within the merchandise.
We stand behind the integrity of our technician’s report. Our Service technician’s are factory trained professionals who know and understand the inner workings of the merchandise we sell, they are fully qualified to determine if a defect in workmanship is present or if merchandise is showing signs of wear and tear from the amount of normal use it has been receiving in an environment. Bobs Discount Furniture offers coverage against manufacturing defects and just as its name outlines, the ‘Goof Proof’ portion of this protection provides coverage against accidents. At this time the merchandise in the customer’s home is not experiencing concerns from either of those instances, therefore the coverage purchased does not apply at all.
The customer hasn’t disclosed what state they will be relocating to however Bobs Discount Furniture currently services in 11 different states and we are continually opening up new stores in new states nearly every month. The accidental coverage portion of the protection plan is honored by a third party company called ‘[redacted]’ and [redacted] provides services under their coverage details nationwide.
Our Goof Proof Proof Plus Protection plan is very valuable and we apologize that the current concerns this customer is experiencing are not related to the coverage(s) available thru this plan.
Good Afternoon Revdex.com,
We apologize to our customer for any and all inconveniences
that this concern has caused them. We have reviewed the pictures/report logged
by our service technician at a secondary level and made an executive choice
that we can offer an even exchange of the foundation...
and a reassembly service
for the queen sized bed.
Please ask that the customer contact us in our Customer Care
Office (###-###-#### Mon-Sat 6:30a-8:00p) to schedule the exchange and the
assembly service for a date that is most convenient for their schedule. We
further apologize for the lack of empathy our customer states to have received from
our agents and we appreciate this feedback so that we may properly coach our
agents into always offering the best care possible.
Thank You,
[redacted]
Bobs Discount
Furniture
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], Although I don't find the resolution completely satisfactory, I cannot choose a bed that would match with the remaining furniture, I appreciate Bob's willingness to work with us and readdress the design flaw in the dresser. My wife and I will accept option 1 as method of resolving this issue. Additionally I will contacting Bob's furniture to discuss the design flaw in the dresser that continues to create scratches on the drawers. A representative from Bob's may contact me to schedule delivery and installation.
Sincerely,
[redacted]
Good Morning
Revdex.com,
Please thank
the customer for providing us with these photos.
As previously
indicated we understand that this consumer received the general sales flyer
that we provide at the time of purchase to all consumers alike. As a retailer
we are unable to force any customer to fully read through the guidelines that
they receive or educate themselves on the exclusions of this plan. The general
sales flyer fully directs that the plan is being offered by the [redacted]) company and that the full plan should be reviewed for a listing of
exclusions.
Regardless of our opinion on the
denial reason the fact remain that this protection plan is honored thru a third
party company and not Bobs Discount Furniture directly. We are willing to make
an offer to the customer as an extreme one time courtesy. We do stand behind
the reasoning [redacted] has selected to use in denying this claim as exclusions are
put in place by any business to keep resolutions fair for all customers alike.
The courtesy offer we are willing to
make should not be viewed as a dispute to the [redacted] claim and is our
effort to apply a caring offer outside of all guidelines that have been
correctly set forth. This offer will not to be negotiated further and should the
customer wish to accept this offer they may respond to this Revdex.com channel
directly as ‘satisfied’ and can expect their store credit to be active within
48 business (not to include Saturdays or Sundays) hours of their response and
valid for use within two full months of their response.
Resolution Offer:
We will provide a store credit (for
Bobs Discount Furniture use) in the amount of 60% on the sofa and loveseat. This
60% will be based off the original cost of the sofa and loveseat as listed on
the original sales order. For the sofa the store credit = $253.83, the credit
for the loveseat = $225.57, making the total store credit = $479.40. In the
interest of fairness should the customer seek to have their new living room set
delivered to them they will be responsible to pay a delivery fee. Bobs Discount
Furniture has always maintained that a delivery service is a completely separate
service from the sale of the merchandise itself. Should the customer find these
terms acceptable we are willing to cover the cost of removing (and disposing)
the current sofa and loveseat that exists in the home on the same date the new living
room set is delivered to the customer.
Kindest Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Good Afternoon Revdex.com,
We apologize that our customer is so disappointed with the normal wear
pattern of this mattress purchased from us. While we can relate to our customer’s
aggravation and personal preference concerns we do stand behind the quality of
the product we sell and the integrity...
of our factory trained technicians.
The service technician’s methods of reporting are trained directly
from the vendor who makes this mattress, as the retailer in this scenario we
are permitted to submit a warranty claim to the manufacturer only in the event
a defect is present. We are unable to offer any consumer the complete coverage
offered under a warranty should their concern not fall within the guidelines of
that warranty. This is a standard business practice industry wide and again we
are so sorry that this customer does not agree with the warranty report we have
acquired.
For the sole fact that Bobs Discount Furniture outshines any other
retailer in the ability to care for our customers on such a direct basis we
have provided two options for resolution out of extreme courtesy below. Should the customer wish to accept one
of these options for resolution they may respond in writing thru this Revdex.com
channel they opened for your mediation purposes.
Option one:
We will provide a store credit offer of 60% credit. This 60% will be
based on the original price paid to us for the mattress and foundation (set).
Included in this extreme courtesy offer we will provide the removal and
disposal of the current mattress and foundation the customer has a preference
concern with on the same date we deliver their newly selected sleep set.
Any new bedding or furniture item
purchase will be subject to a new delivery fee should the consumer wish to have
a new set of bedding or furniture item delivered to their residence.
-OR -
Option two:
We will provide a store credit offer of 80% credit. This 80% will be
based on the original price paid to us for the mattress and foundation (set). Should
this offer be accepted, we will not be responsible to remove the current
mattress and foundation set the customer has in the home and the customer would
be accepting this 80% credit with the agreement that they are keeping the
current sleep set ‘AS IS’ WITH NO REMAINING WARRANTY PROTECTION.
Any new bedding or furniture item
purchase will be subject to a new delivery fee should the consumer wish to have
a new set of bedding or furniture item delivered to their residence.
We apologize again that this customer’s concern does not fall within
the appropriate guidelines to qualify for warranty coverage. We look forward to
being able to help satisfy them with one of the courtesy options we have
provided in this response.
Kindest Regards, ...⇄
[redacted]
Bobs
Discount Furniture
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
I have I have email them more pictures like they requested and its a back and forth thing and nothing gets done why don't I get call me [redacted].
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Good Afternoon Revdex.com,
Please pass on my apologies to our
customer for the disappointment he is currently experiencing with his
product.
The customer’s recliner was
replaced utilizing the [redacted] Plan he purchased from us. The [redacted] Plan...
allows for five years of unlimited parts and service or a one
time replacement outside of owning the merchandise for a period of one year. The
customer no longer has [redacted] Protection on the recliner due to the [redacted] agreement of one time replacement being fulfilled on the
recliner.
Our records indicate that the
other living room items were delivered to the customer on 04/05/2013 and his
report of concern came to us on 11/04/2014. At this time the customer was past
one year of ownership therefore we start offering protection under the [redacted] Plan the customer purchased for such occurrences. Should the
customer wish to use up his one time replacement option for an even exchange
(like he did on the recliner) on the sofa and the loveseat that is certainly
his right. We always recommended parts and service as the best route for
resolution since this avenue keeps the protection plan active on the
merchandise. We apologize that there is a delay in container shipment from the
overseas vendor and if we could get the parts any sooner we most certainly
would.
Should the customer be unable to
wait for the replacement parts to come in he may contact our Customer Care
Offices (###-###-#### –Mon-Sat/ 6:30am to 8:00pm) and initiate his one time
replacement option under the [redacted] Plan that remains active on this
sofa and loveseat.
The five year protection plan is an option on all purchases and
not a requirement. The customer is not being forced into “re-purchasing” it on
his newly delivered items should he decide that a replacement of furniture
suits his needs more so than the option of replacement parts.
As the customer was charged $129.99 for a five year guarantee on
merchandise that retailed for $1,097.00 we do believe it is obvious as to why a
replacement of an item (including the cost of delivery) fulfills the contract
of the plan. We stand behind the value of our [redacted] Protection Plan
and its option for a one time replacement only.
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I will accept the monetary refund of $50.00 processed to my Wells Fargo financing account.
Sincerely,
[redacted]
Good Morning Revdex.com,
Please pass on our apologies for the disappointment the customer is experiencing with the resolutions offered by the protection plan she purchased and Bobs Discount Furniture.
Table Credit Concern:
This credit and claim is entered into our system on behalf of a...
third party company. This customer did place her claim for this table with Bobs Discount Furniture directly and regretfully we have no control over the actions of another business. These guidelines are clearly outlined on the terms and conditions pages of the protection plan the customer purchased (attached). The customer has received a credit for the exact amount paid for on the table.
Please see the 4th bullet point down under [redacted] COVERAGE:, via page number one of these terms and conditions.
If we determine, in our sole discretion that your furniture item cannot be serviced
(cleaned) or repaired, we may replace the affected area. If the affected
area(s) cannot be replaced, you can select a new replacement piece equal
in value up to the original purchase price from the retailer from whom this
Plan was purchased.
Any and all further discussion or resolution regarding this claim must be processed through the protection plan manager that the consumer originally made her claim with ([redacted] Products Inc. /[redacted] Brand Coverage).
Living room Credit Concern:
This is a warranty claim being honored directly from the manufacturer of this product. The manufacturer requires the set to be fully returned to them for various beneficial reasons. As the retailer we are to adhere to the manufacturer’s regulation in order to offer the full credit price for these items. The customer has currently been provided with a fair and adequate resolution for this concern and is now demanding that we work out of policy to satisfy this need on their individual basis. I can understand the desire that comes with this type of demand however it does not in any way benefit our customer to assert that this option should be changed.
In example, part of the agreement from the manufacturer consists of covering the cost of the new delivery fee associated with the new merchandise. This can run anywhere from $100.00 - $399.00, should the customer wish to break the terms of this agreement we will expect the customer to pay a delivery fee should they wish to have any items delivered from us.
The defect the sofa and loveseat are said to be experiencing will only get worse over time and cause a complete material breakdown on the items, this will eventually cause more frustration and unsightliness for the customer and neither Bobs Discount Furniture or [redacted] Protection Products Inc. will owe responsibility to respond to claims with this particular set.
If the customer wishes to reselect to the same set, because they indicate that they have a dear fondness for this style and model, we still have this available in our lineup. With the option we have provided the customer receives a 100% cost free replacement for the sofa and loveseat and it is a common business practice throughout our industry that defective merchandise is expected to be returned to the vendor.
At this time, for the reasons stated above and many more considering all consumers alike, we stand behind the current resolutions set in place by the [redacted] company and our business directly as the most adequate resolutions for these concerns.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon [redacted],
I am very sorry to learn of your disappointment with the product you received from us. New wood furniture does bring a “new wood smell” with it. Many consumers find this smell to be appealing and gage it as a sign that the wood has been properly treated during...
production. I am again very sorry that the off gassing process is causing you so much inconvenience and I assure you that we have already made an extreme effort to work out of our expressed policies to assist you as an individual.
Please see the below verbiage of our ‘Refunds and Cancellations Policy’ as listed below and indicated on your original invoice (this is commonly signed as agreed to by all customers prior to leaving our store on date of purchase):
REFUNDS AND CANCELLATIONS POLICY
You may request a full refund on orders for stocked merchandise at any time up until the time we deliver the merchandise to you or until you pick it up.
I am perplexed as to where you are locating any information about a ‘3 day’ or ’16 day’ policy, if you can provide me with specific details about where this information has been presented to you I’d be happy to look into clarifying any confusion that may be present.
As the policy listed above indicates we normally make no offers for return at any time (especially for a preference concern) and as of 2.03.2015 your account indicates that we created a ‘reselection credit’ for you.
At this time your concern is being addressed above and beyond our expressed policies. We stand behind the already offered resolution as the most fair and adequate offer we are able to provide you with.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison <!--[if !supportLineBreakNewLine]-->