Good Afternoon***,
I am so sorry to learn of the disappointment you are experiencing with the
living room set you purchased from usWe stand behind the quality of our
products and the integrity of our business, we consider our customer’s
continued satisfaction to be the reason we
continue to grow at such a rapidly
positive rate
Upon further review of your case an executive decision has been made to provide
you with a store credit based on the price you paid for this living room
furnitureThe five year protection plan you purchased thru us covers the cost
of replacing your merchandise one time, therefore should you choose to accept
this offer of replacement please consider the terms of your original protection
plan completely fulfilled
I have created the store credit within your customer record and this credit is
active for your use as of today (1.26.2015) thru the next two months
(3.26.2015)
Please visit one of our showrooms to select a new set of
furnishings that will better meet your expectations of quality, when we deliver
the newly selected merchandise to you we will expect to remove the current
merchandise you have in your possession on that same date
For your records the internal credit number your funds can be
accessed under is *** and the total credit available to you is $ 1,
I apologize again for the time you have had to spend seeking resolution to this
concern and thank you for providing us with an opportunity to make it right
Kindest Regards,
*** ***
Bobs Discount Furniture
*** *** *** ***
Good Afternoon Revdex.com,
We apologize to our customer for any and all inconveniences
we have caused during the sales and delivery process of this merchandiseOur
records indicate that this merchandise was delivered to our customer
successfully on
As an additional form of
apology we can offer to provide our
customer with a $Bobs Discount Furniture Gift cardWe do ask that our
customer view this gift card as our way of saying sorry with a tangible item
from our showroom and not an attempt to force them to shop with us againWe
have many cash and carry accessory items should our customer not wish to
utilize our delivery service again
We are so sorry for the amount of frustration our failures
caused, should the customer want to accept this Gift Card they may respond to
this Revdex.com claim as ‘satisfied’ or contact our Customer Care Office
(###-###-#### Mon- Sat/ 6:30a -8:00p) to confirm the creation and shipment of
this apology offer
Kind
Regards,
*** **
*** *** *** ***
Bobs
Discount Furniture
Complaint: ***
I am rejecting this response because: First offYour apologies are super irrelevant and not neededYour apology isn't doing anything for my daughter, who should be sleeping on her bedSecondly, no where in the contract, sales flyer or trifold, that I received, does it state that if I have moved, the bunk bed wouldn't be covered- yes I understand that Bob's wasn't there to assemble or disassemble it, however I hired professionals to do soI moved about months ago and I think if they would of assembled it incorrectly it would of fell apart right there and thenAlso, the wood completely broke it wasn't anything with assembling. Since I changed my address and phone number I believe that's the reason why you can't find me- which is silly if the times I've called I updated my information & my name hasn't changedI did contact Bob's and they said they couldn't help me because the manufacturer would only cover for the first year which doesn't make sense to me if at the time of purchase they said the insurance is "good" for yearsI also called Guardian and the representative told me that since this wasn't accidental there is nothing they could doSo I asked what they considered to be accidental and she said, " if you were to be moving the bed and it fell or you know, if you were vacuuming and happen to hit the bed, causing the bed to collapse"- those were the exact words from the representativeIn frustration, I asked the representative if I should accidentally move the bed, since it the other side would fall, then call and report it accidentalHer answer to me was, "yes" I just think that was absolutely ridiculousNow, being that you are stating that there is no recourse to offer me as an unsatisfied customer, I will take legal actionsI will also be contacting the media and putting Bob's furniture name out there so everyone who even thinks about making a purchase could really think about it before they commit the same mistake I did!
***
Good Day Revdex.com,
I reached out to this customer directly via telephone today (3.03.2015)I called the daytime number listed and in not receiving an answer I called the evening number listed and left a voicemail on the machine with my direct telephone number should our customer wish to
speak with mePlease pass along my direct number to the customer *** *** in the case the message machine is faulty
On behalf of Bobs Discount Furniture I extend my sincerest apologies to our customer for the failure in not being able to provide the selected dining room set they purchased and decorated their home aroundWe take complete ownership for this failure and before contacting this customer I contacted three of our showrooms and clearance centers (*** *** *** *** *** *** ***) to see if I could acquire this dining room set for this customerRegretfully our inventory has completely depleted in our showrooms/ distribution center and we are still unable to provide the selected merchandise
Should a sales order be reinstated for a different table set we would be happy to discuss what accommodation offer we could make to our customer
Our records indicate that the refund was fully released from our internal systems in between the night of and the morning of I can certainly understand the immediate need to have these funds back on such a large purchase like this and I feel terrible about any delay that may have occurred in between our release and the bank’s reallocation of these fundsNormally we provide customers with a 2-day estimated complete processing timeframe because of the fact that even after we release these funds there is another party involved in getting these funds back to our clientAt this time I would expect that the funds should have been reallocated to the customer’s method of payment however today is technically the third business day for banking since the initial processing of this refundI did advise the customer that they could contact me directly to advise me if they have or haven’t received this refund as of today
We apologize again for the disappointment our failures have caused our customer and remain willing to help directly or via this Revdex.com mediation channel in any way we are able to
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAs mentioned in Ms*** message, I am willing to accept the 70% credit of the original purchase price to apply to a new purchase
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:I purchased the furniture set in question because it was the only one that matched with the other dining room furniture in my home I do not wish to spend any additional money at Bob's furniture to try and find another set nor do I have confidence that any of their other furniture will not have quality issuesI would prefer to invest my money elsewhere where I know I will get quality furniture for the money I am paying Had I known of their defective products and poor customer service, I would have gone elsewhere from the start At this time I am requesting a refund
Sincerely,
*** ***
Good Afternoon Revdex.com,
I have
reached out to *** directly today to discuss this matter further (10.13.2014)
I am awaiting *** call back to my direct number (###-###-####) to discuss
some options for resolution we have available for this concern
We are very
sorry for the
disappointment our customer is experiencing with this mattress
and the overall lack of care and empathy that has been applied to her concern
this far
Kind
Regards,
*** ** ***
Bobs Discount
Furniture
*** *** *** ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
Good Morning Revdex.com,
I have continued daily to work with this customer (*** ***) directly via telephone regarding this concern
We are working at full capacity to resolve this concern for
our customer and his family
As of we shipped parts via *** to *** ***
residence and are waiting on this package to arrive so that we can get this
chair back to full working orderWe absolutely understand the necessity of
having this working power chair and the inconvenience the non working unit has
been causing to its owner
As soon as the parts arrive to *** *** I have advised
him to contact me directly and we will schedule a technician out as soon as
possible (same day or available next day) to get this installation completed
We are genuinely very sorry for the product failures that
are still causing our customer so much frustration
Sincerely,
*** ** ***
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Hi dear
The name on the account is *** ***
The phone number is ###-###-####The address is *** *** ** *** * *** *** *** ***
We looked for the receipts but we could not find them
Is there any other way to prove that we bought the set
Good Day Revdex.com,
Please pass on my deepest apologies for the amount of time
that *** and her family have had to spend on this furniture purchaseWe
certainly do not set out to ask our customers to take several days away from
their lives for delivery and we always expect the
product we have loaded to be
in good conditionOn an average day our distribution center loads for 3,
deliveries and in over 97% of cases the furniture our customer has purchased
arrives with no blemishes, structural or cosmetic damage concernsOur records
reflect that the items that have been delivered have had minor cosmetic
concerns and nothing structural preventing the bed from being currently usedWhile
we acknowledge that our customer doesn’t want to accept anything less than
perfection we remain honest in stating that regretfully accidents causing blemishes
occur in our businessWe employ a professional fleet of Service Technicians
who are able to repair missing finish or bumps and bruises on furnishings so
well the customers can’t even notice where their original concern wasWe are
so proud of our success in service that even our showroom merchandise (across
stores) is constantly touched up by our Service Technician’s due to
customers causing damages while shopping or transit damage
Like any other business we do make mistakes and when those
mistakes occur we work our hardest to ensure we do not fail our customer again
There is not enough manpower available and it would be a business hazard, disappointing
our customers directly, to try and inspect every piece of merchandise that left
our distribution center for our average 3,delivery stops a dayWe commonly
trust our overseas vendors who initially build and package this merchandise for
container shipment across the ocean as they are normally very successful in
their continued shipments to us
While it is extremely rare we do have an escalated process
in place for situations like this where our customer is waiting on a fourth
attempt delivery, we call this process ‘*** *** *** ***’Our
Quality Control Manager is directly involved in this process and the
merchandise is taken completely out of its original packaging, fully inspected,
and re packaged for delivery to our customerThis process also put in place
certain checkpoints along the way for the merchandise that normally are unnecessary
Our customer’s merchandise has been set up for a ‘*** *** *** ***’
to ensure that we get this right and meet our customer’s level of satisfaction
If we are unable to satisfy our customer on this fourth
attempt we will not offer to deliver a fifth time because we will
clearly have a quality control Issue that we need to address directly with the manufacturer
of this product before we agree to continue ordering / offering this
merchandise to our customers
Should the customer need to seek further resolution after
the next delivery attempt the following options are approved for resolution and
noted within *** account:
1)
We can send a Service Professional to repair damages to better
than showroom quality
-OR-
2)
We can discuss an option called ‘Concession to Keep As Is’ which
means a percentage discount off the merchandise in the form of a monetary refund to keep the affected item with the
remaining damageThe percentage we can discuss is based only off of the damage
present so this option can/will only be discussed after the fourth and final
attempt to deliver
-OR-
3)
We can offer to provide a store credit based on the price of the
current set so that our customer can select a different set that we are not
experiencing quality concerns with
-OR-
4)
We will provide a monetary refund on the sales order (as *** has
requested) after the merchandise has been removed from our customer’s home and
returned to our distribution center
We are truly very sorry for the inconveniences our product
concerns have caused and look forward to satisfying our customer on the
upcoming delivery attempt
Good
Afternoon Revdex.com,
Please pass
on our sincerest apologies to this consumer for any inconvenience or distress
this concern has caused them
Our records
indicate that this concern has already been resolved by our Customer Care
Senior Management TeamCurrently the
merchandise is scheduled to be removed
for a monetary refund on
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I only wished it could have been resolved amicably prior to making a formal complaint with the Revdex.comRegardless, I thank Revdex.com for their assistance in this matter and Bob's Discount Furniture for their willingness to reach an agreement.
Sincerely,
*** ***
We have asked several times to have the couches replaced and have been told no that is what we want and have wanted since we found out the cushions would be in in March now April All they have to do is call to schedule delivery of new couches at no charge of course That is all we want
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
Good
Afternoon Revdex.com,
We apologize
for the inconvenience the multiple delivery attempts caused our customer and
our records indicate that as of today (12.15.2014) our Corporate Liaison
(***) and this customer reached an agreeable resolution that outlines
three separate
monetary refunds
At this time
we would consider this concern resolved, please ask that the customer make us
aware if further assistance is needed to close this concern
Kind Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Good Afternoon Revdex.com,
At this time we are seeking evidence of these allegations
We have continued to try and help the customer move forward
by asking them to confirm exactly what hardware they have (with instructions
included), overnighting hardware to them at our own cost (the hardware they
specifically said was needed), and even offered to send a professionally
trained delivery team (who assembles this bed daily) to take care of this for
the customer- again at our own costs
Please note that prior
to leaving the pick up facility the purchaser signed an agreement with our
facility indicating that they had fully inspected what was provided to them and
were taking ownership from that point forward
In order to move forward and/ or directly address the
allegations that we sold the customer a bed made up of different origins/manufacturers
we will need to review photos of what the customer has in the home If the customer is referring to the “support legs”
not touching the ground (legs under the bed that are attached to wooden slats)
this is considered by our industry as the support legs should hover slightly
above the ground and when the bed is being used (when someone is in it) the legs
then touch the floor to counteract the weight that is being applied to the
wooden support system
At this point in time the customer has continued to thwart
our every effort to assist in this extremely rare scenarioIt will benefit the
customer most if they can send thru photos of what they actually have in their home so we can all move forward
Please advise the customer to send evidence of their
concerns via photographs submitted to Revdex.com
Complaint: ***
I am rejecting this response because: Customer service reps have pulled the account up immediately when I have contacted themI am not believing they couldn't find this transaction
Sincerely,
*** ***
Good Afternoon Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from usGuardian (Crypton is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount
of
approved claims through this third party companyOur customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries
We provide a general flyer at the
time of sale that very clearly indicates there are some exclusion(s) to the
protection plan and the document further encourages the consumer to read their
full plan documents for the list of exclusionsAs the manager of the plan,
Guardian is responsible for sending the consumer the plan documentsShould the
customer decide that they would like to review the complete plan documents as
the flyer suggests and they don’t have these documents, we assume (as any
retailer would) that the customer would then try and obtain said documents for
reviewHad we been made aware of the need for these terms and conditions we
most certainly would have provided them upon any requestAs it is not
typically a document we provide we literally have no way of knowing whether the
consumer has received the complete plan or not and we see no reason not to
trust that Guardian is continually sending these documents as many claims for
coverage are routinely approved
In this consumer’s specific case I
have attached both the sales flyer (we provided at the time of sale) and the
terms and conditions (Guardian provides) for your reviewPlease see the below
section as this is clearly listed under the exclusions of coverage section
(starts on page and continues to page 3) within the protection plan:
EXCLUSIONS
TO COVERAGE:
Leather or vinyl cracking or peeling;
seam slippage/ separation; stress tears/
rips, scratches, scars, leather finish
defectsRepair and replacement are specifically
excluded
on split hides used in seating areas
We again apologize that the customer didn’t receive the service
expected from the Guardian company and are willing to look into this claim
further and either dispute the claim with Guardian on their behalf or make the
customer a one time only courtesy offer for resolution should we feel
necessaryFurther reading of the terms and conditions page will also indicate
that an accident needs to be reported for any occurrence to be covered and that
accumulation of several damages is not coveredIt is reasonable for any
furniture protection plan to expect that the merchandise is in overall good
condition prior to an incident being reported under this plan
To move forward please advise the
customer that we require a minimum of three (3) pictures (in color) for the
sofaI have listed the requirements below to ensure our request is
specifically notated:
-Minimum Photos of the Sofa:
- Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the sofa
-
Picture that clearly shows the damage marks at close range
-Picture that clearly shows the damage marks
at a distance
We will review these photos and
respond with what, if any, options for resolution we may have to offer this
customer
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint:***
I am rejecting this response because: holes/chips which are indicative of an unfinished surface are not characteristics of the productAs I explained numerous times, the "filler" being used my the manufacturer is falling out and the material (as shown in pictures provided to the business) is now coming out onto the surface of the tableIt is unacceptable to have such a material on a dining table where it can accidentally be consumedI finally spoke to a different manager (after calling back yet again and requesting to speak to someone else) to agree, based on the additional photos I submitted, that this is NOT and scheduled the exchange for 3/I have attached the same photos to this communicationThe photos show that I am able to insert a toothpick past the top surface of the table because it is a hole (not blemish) in the surfaceYou can also see the small white powdery particles on the table that came out of the hole which is the filler falling out
Sincerely,
*** ***
Good Afternoon Revdex.com,
I apologize to the customer for any confusion that may be present
regarding this refundOur records indicate the below information being passed
to us on
Refunding
as check customer states she cant find the card she paid with originallyshe
will call back if she does
Above
Comments Added By *** On 11/09/at 10:
The customer’s refund has been processed and is being sent
to her in the form of a corporate check (7-business days to arrive by mail)
due to the customer telling us she couldn’t locate the original credit card she
usedWe can certainly cancel the check request should the customer wish but we
would need to speak with and have her provide us with the full original card
number as we do not keep entire credit card numbers on file for our customers
protectionWe only maintain unrecorded lines at one level of our customer care
office and all of our retail locationsThe customer is welcome to contact us
by phone should she wish to provide the original card number and information
The refund remains processed back in a monetary form as
originally stated with a credit number of: ***
Thank You,
*** **
Bobs Discount Furniture
*** *** *** ***
Good Afternoon***,
I am so sorry to learn of the disappointment you are experiencing with the
living room set you purchased from usWe stand behind the quality of our
products and the integrity of our business, we consider our customer’s
continued satisfaction to be the reason we
continue to grow at such a rapidly
positive rate
Upon further review of your case an executive decision has been made to provide
you with a store credit based on the price you paid for this living room
furnitureThe five year protection plan you purchased thru us covers the cost
of replacing your merchandise one time, therefore should you choose to accept
this offer of replacement please consider the terms of your original protection
plan completely fulfilled
I have created the store credit within your customer record and this credit is
active for your use as of today (1.26.2015) thru the next two months
(3.26.2015)
Please visit one of our showrooms to select a new set of
furnishings that will better meet your expectations of quality, when we deliver
the newly selected merchandise to you we will expect to remove the current
merchandise you have in your possession on that same date
For your records the internal credit number your funds can be
accessed under is *** and the total credit available to you is $ 1,
I apologize again for the time you have had to spend seeking resolution to this
concern and thank you for providing us with an opportunity to make it right
Kindest Regards,
*** ***
Bobs Discount Furniture
*** *** *** ***
Good Afternoon Revdex.com,
We apologize to our customer for any and all inconveniences
we have caused during the sales and delivery process of this merchandiseOur
records indicate that this merchandise was delivered to our customer
successfully on
As an additional form of
apology we can offer to provide our
customer with a $Bobs Discount Furniture Gift cardWe do ask that our
customer view this gift card as our way of saying sorry with a tangible item
from our showroom and not an attempt to force them to shop with us againWe
have many cash and carry accessory items should our customer not wish to
utilize our delivery service again
We are so sorry for the amount of frustration our failures
caused, should the customer want to accept this Gift Card they may respond to
this Revdex.com claim as ‘satisfied’ or contact our Customer Care Office
(###-###-#### Mon- Sat/ 6:30a -8:00p) to confirm the creation and shipment of
this apology offer
Kind
Regards,
*** **
*** *** *** ***
Bobs
Discount Furniture
Complaint: ***
I am rejecting this response because: First offYour apologies are super irrelevant and not neededYour apology isn't doing anything for my daughter, who should be sleeping on her bedSecondly, no where in the contract, sales flyer or trifold, that I received, does it state that if I have moved, the bunk bed wouldn't be covered- yes I understand that Bob's wasn't there to assemble or disassemble it, however I hired professionals to do soI moved about months ago and I think if they would of assembled it incorrectly it would of fell apart right there and thenAlso, the wood completely broke it wasn't anything with assembling. Since I changed my address and phone number I believe that's the reason why you can't find me- which is silly if the times I've called I updated my information & my name hasn't changedI did contact Bob's and they said they couldn't help me because the manufacturer would only cover for the first year which doesn't make sense to me if at the time of purchase they said the insurance is "good" for yearsI also called Guardian and the representative told me that since this wasn't accidental there is nothing they could doSo I asked what they considered to be accidental and she said, " if you were to be moving the bed and it fell or you know, if you were vacuuming and happen to hit the bed, causing the bed to collapse"- those were the exact words from the representativeIn frustration, I asked the representative if I should accidentally move the bed, since it the other side would fall, then call and report it accidentalHer answer to me was, "yes" I just think that was absolutely ridiculousNow, being that you are stating that there is no recourse to offer me as an unsatisfied customer, I will take legal actionsI will also be contacting the media and putting Bob's furniture name out there so everyone who even thinks about making a purchase could really think about it before they commit the same mistake I did!
***
Good Day Revdex.com,
I reached out to this customer directly via telephone today (3.03.2015)I called the daytime number listed and in not receiving an answer I called the evening number listed and left a voicemail on the machine with my direct telephone number should our customer wish to
speak with mePlease pass along my direct number to the customer *** *** in the case the message machine is faulty
On behalf of Bobs Discount Furniture I extend my sincerest apologies to our customer for the failure in not being able to provide the selected dining room set they purchased and decorated their home aroundWe take complete ownership for this failure and before contacting this customer I contacted three of our showrooms and clearance centers (*** *** *** *** *** *** ***) to see if I could acquire this dining room set for this customerRegretfully our inventory has completely depleted in our showrooms/ distribution center and we are still unable to provide the selected merchandise
Should a sales order be reinstated for a different table set we would be happy to discuss what accommodation offer we could make to our customer
Our records indicate that the refund was fully released from our internal systems in between the night of and the morning of I can certainly understand the immediate need to have these funds back on such a large purchase like this and I feel terrible about any delay that may have occurred in between our release and the bank’s reallocation of these fundsNormally we provide customers with a 2-day estimated complete processing timeframe because of the fact that even after we release these funds there is another party involved in getting these funds back to our clientAt this time I would expect that the funds should have been reallocated to the customer’s method of payment however today is technically the third business day for banking since the initial processing of this refundI did advise the customer that they could contact me directly to advise me if they have or haven’t received this refund as of today
We apologize again for the disappointment our failures have caused our customer and remain willing to help directly or via this Revdex.com mediation channel in any way we are able to
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAs mentioned in Ms*** message, I am willing to accept the 70% credit of the original purchase price to apply to a new purchase
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:I purchased the furniture set in question because it was the only one that matched with the other dining room furniture in my home I do not wish to spend any additional money at Bob's furniture to try and find another set nor do I have confidence that any of their other furniture will not have quality issuesI would prefer to invest my money elsewhere where I know I will get quality furniture for the money I am paying Had I known of their defective products and poor customer service, I would have gone elsewhere from the start At this time I am requesting a refund
Sincerely,
*** ***
Good Afternoon Revdex.com,
I have
reached out to *** directly today to discuss this matter further (10.13.2014)
I am awaiting *** call back to my direct number (###-###-####) to discuss
some options for resolution we have available for this concern
We are very
sorry for the
disappointment our customer is experiencing with this mattress
and the overall lack of care and empathy that has been applied to her concern
this far
Kind
Regards,
*** ** ***
Bobs Discount
Furniture
*** *** *** ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
Good Morning Revdex.com,
I have continued daily to work with this customer (*** ***) directly via telephone regarding this concern
We are working at full capacity to resolve this concern for
our customer and his family
As of we shipped parts via *** to *** ***
residence and are waiting on this package to arrive so that we can get this
chair back to full working orderWe absolutely understand the necessity of
having this working power chair and the inconvenience the non working unit has
been causing to its owner
As soon as the parts arrive to *** *** I have advised
him to contact me directly and we will schedule a technician out as soon as
possible (same day or available next day) to get this installation completed
We are genuinely very sorry for the product failures that
are still causing our customer so much frustration
Sincerely,
*** ** ***
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Hi dear
The name on the account is *** ***
The phone number is ###-###-####The address is *** *** ** *** * *** *** *** ***
We looked for the receipts but we could not find them
Is there any other way to prove that we bought the set
Good Day Revdex.com,
Please pass on my deepest apologies for the amount of time
that *** and her family have had to spend on this furniture purchaseWe
certainly do not set out to ask our customers to take several days away from
their lives for delivery and we always expect the
product we have loaded to be
in good conditionOn an average day our distribution center loads for 3,
deliveries and in over 97% of cases the furniture our customer has purchased
arrives with no blemishes, structural or cosmetic damage concernsOur records
reflect that the items that have been delivered have had minor cosmetic
concerns and nothing structural preventing the bed from being currently usedWhile
we acknowledge that our customer doesn’t want to accept anything less than
perfection we remain honest in stating that regretfully accidents causing blemishes
occur in our businessWe employ a professional fleet of Service Technicians
who are able to repair missing finish or bumps and bruises on furnishings so
well the customers can’t even notice where their original concern wasWe are
so proud of our success in service that even our showroom merchandise (across
stores) is constantly touched up by our Service Technician’s due to
customers causing damages while shopping or transit damage
Like any other business we do make mistakes and when those
mistakes occur we work our hardest to ensure we do not fail our customer again
There is not enough manpower available and it would be a business hazard, disappointing
our customers directly, to try and inspect every piece of merchandise that left
our distribution center for our average 3,delivery stops a dayWe commonly
trust our overseas vendors who initially build and package this merchandise for
container shipment across the ocean as they are normally very successful in
their continued shipments to us
While it is extremely rare we do have an escalated process
in place for situations like this where our customer is waiting on a fourth
attempt delivery, we call this process ‘*** *** *** ***’Our
Quality Control Manager is directly involved in this process and the
merchandise is taken completely out of its original packaging, fully inspected,
and re packaged for delivery to our customerThis process also put in place
certain checkpoints along the way for the merchandise that normally are unnecessary
Our customer’s merchandise has been set up for a ‘*** *** *** ***’
to ensure that we get this right and meet our customer’s level of satisfaction
If we are unable to satisfy our customer on this fourth
attempt we will not offer to deliver a fifth time because we will
clearly have a quality control Issue that we need to address directly with the manufacturer
of this product before we agree to continue ordering / offering this
merchandise to our customers
Should the customer need to seek further resolution after
the next delivery attempt the following options are approved for resolution and
noted within *** account:
1)
We can send a Service Professional to repair damages to better
than showroom quality
-OR-
2)
We can discuss an option called ‘Concession to Keep As Is’ which
means a percentage discount off the merchandise in the form of a monetary refund to keep the affected item with the
remaining damageThe percentage we can discuss is based only off of the damage
present so this option can/will only be discussed after the fourth and final
attempt to deliver
-OR-
3)
We can offer to provide a store credit based on the price of the
current set so that our customer can select a different set that we are not
experiencing quality concerns with
-OR-
4)
We will provide a monetary refund on the sales order (as *** has
requested) after the merchandise has been removed from our customer’s home and
returned to our distribution center
We are truly very sorry for the inconveniences our product
concerns have caused and look forward to satisfying our customer on the
upcoming delivery attempt
Good
Afternoon Revdex.com,
Please pass
on our sincerest apologies to this consumer for any inconvenience or distress
this concern has caused them
Our records
indicate that this concern has already been resolved by our Customer Care
Senior Management TeamCurrently the
merchandise is scheduled to be removed
for a monetary refund on
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I only wished it could have been resolved amicably prior to making a formal complaint with the Revdex.comRegardless, I thank Revdex.com for their assistance in this matter and Bob's Discount Furniture for their willingness to reach an agreement.
Sincerely,
*** ***
We have asked several times to have the couches replaced and have been told no that is what we want and have wanted since we found out the cushions would be in in March now April All they have to do is call to schedule delivery of new couches at no charge of course That is all we want
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
Good
Afternoon Revdex.com,
We apologize
for the inconvenience the multiple delivery attempts caused our customer and
our records indicate that as of today (12.15.2014) our Corporate Liaison
(***) and this customer reached an agreeable resolution that outlines
three separate
monetary refunds
At this time
we would consider this concern resolved, please ask that the customer make us
aware if further assistance is needed to close this concern
Kind Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Good Afternoon Revdex.com,
At this time we are seeking evidence of these allegations
We have continued to try and help the customer move forward
by asking them to confirm exactly what hardware they have (with instructions
included), overnighting hardware to them at our own cost (the hardware they
specifically said was needed), and even offered to send a professionally
trained delivery team (who assembles this bed daily) to take care of this for
the customer- again at our own costs
Please note that prior
to leaving the pick up facility the purchaser signed an agreement with our
facility indicating that they had fully inspected what was provided to them and
were taking ownership from that point forward
In order to move forward and/ or directly address the
allegations that we sold the customer a bed made up of different origins/manufacturers
we will need to review photos of what the customer has in the home If the customer is referring to the “support legs”
not touching the ground (legs under the bed that are attached to wooden slats)
this is considered by our industry as the support legs should hover slightly
above the ground and when the bed is being used (when someone is in it) the legs
then touch the floor to counteract the weight that is being applied to the
wooden support system
At this point in time the customer has continued to thwart
our every effort to assist in this extremely rare scenarioIt will benefit the
customer most if they can send thru photos of what they actually have in their home so we can all move forward
Please advise the customer to send evidence of their
concerns via photographs submitted to Revdex.com
Complaint: ***
I am rejecting this response because: Customer service reps have pulled the account up immediately when I have contacted themI am not believing they couldn't find this transaction
Sincerely,
*** ***
Good Afternoon Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from usGuardian (Crypton is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount
of
approved claims through this third party companyOur customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries
We provide a general flyer at the
time of sale that very clearly indicates there are some exclusion(s) to the
protection plan and the document further encourages the consumer to read their
full plan documents for the list of exclusionsAs the manager of the plan,
Guardian is responsible for sending the consumer the plan documentsShould the
customer decide that they would like to review the complete plan documents as
the flyer suggests and they don’t have these documents, we assume (as any
retailer would) that the customer would then try and obtain said documents for
reviewHad we been made aware of the need for these terms and conditions we
most certainly would have provided them upon any requestAs it is not
typically a document we provide we literally have no way of knowing whether the
consumer has received the complete plan or not and we see no reason not to
trust that Guardian is continually sending these documents as many claims for
coverage are routinely approved
In this consumer’s specific case I
have attached both the sales flyer (we provided at the time of sale) and the
terms and conditions (Guardian provides) for your reviewPlease see the below
section as this is clearly listed under the exclusions of coverage section
(starts on page and continues to page 3) within the protection plan:
EXCLUSIONS
TO COVERAGE:
Leather or vinyl cracking or peeling;
seam slippage/ separation; stress tears/
rips, scratches, scars, leather finish
defectsRepair and replacement are specifically
excluded
on split hides used in seating areas
We again apologize that the customer didn’t receive the service
expected from the Guardian company and are willing to look into this claim
further and either dispute the claim with Guardian on their behalf or make the
customer a one time only courtesy offer for resolution should we feel
necessaryFurther reading of the terms and conditions page will also indicate
that an accident needs to be reported for any occurrence to be covered and that
accumulation of several damages is not coveredIt is reasonable for any
furniture protection plan to expect that the merchandise is in overall good
condition prior to an incident being reported under this plan
To move forward please advise the
customer that we require a minimum of three (3) pictures (in color) for the
sofaI have listed the requirements below to ensure our request is
specifically notated:
-Minimum Photos of the Sofa:
- Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the sofa
-
Picture that clearly shows the damage marks at close range
-Picture that clearly shows the damage marks
at a distance
We will review these photos and
respond with what, if any, options for resolution we may have to offer this
customer
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint:***
I am rejecting this response because: holes/chips which are indicative of an unfinished surface are not characteristics of the productAs I explained numerous times, the "filler" being used my the manufacturer is falling out and the material (as shown in pictures provided to the business) is now coming out onto the surface of the tableIt is unacceptable to have such a material on a dining table where it can accidentally be consumedI finally spoke to a different manager (after calling back yet again and requesting to speak to someone else) to agree, based on the additional photos I submitted, that this is NOT and scheduled the exchange for 3/I have attached the same photos to this communicationThe photos show that I am able to insert a toothpick past the top surface of the table because it is a hole (not blemish) in the surfaceYou can also see the small white powdery particles on the table that came out of the hole which is the filler falling out
Sincerely,
*** ***
Good Afternoon Revdex.com,
I apologize to the customer for any confusion that may be present
regarding this refundOur records indicate the below information being passed
to us on
Refunding
as check customer states she cant find the card she paid with originallyshe
will call back if she does
Above
Comments Added By *** On 11/09/at 10:
The customer’s refund has been processed and is being sent
to her in the form of a corporate check (7-business days to arrive by mail)
due to the customer telling us she couldn’t locate the original credit card she
usedWe can certainly cancel the check request should the customer wish but we
would need to speak with and have her provide us with the full original card
number as we do not keep entire credit card numbers on file for our customers
protectionWe only maintain unrecorded lines at one level of our customer care
office and all of our retail locationsThe customer is welcome to contact us
by phone should she wish to provide the original card number and information
The refund remains processed back in a monetary form as
originally stated with a credit number of: ***
Thank You,
*** **
Bobs Discount Furniture
*** *** *** ***