Complaint: [redacted]I am rejecting this response because:
Thank you Revdex.com.
Bob’s Discount is responding otherwise over the phone their representative told me that I am not eligible because I did not report the ripped cushions within 30 days and the table damages are not covered and I should talk to home insurance company for the termite issues as it is not covered and the broken arm of the sofa though it is reported within a month but since I have not given an exact or specific date they can’t process my claim.
Let me explain to Bobs Discount again what I said to them over the phone on a recorded line.
· I told them yes it’s a poor quality sofa that within 6 months I noticed it’s saggy and when we sit its poking.
· I showed the damage of the table to representative I shared my concern that it looks like that the material used for this table either was a poor wooden pieces or defective material and it seems like the signs of termite.
Let me clear the fact that my home has no termite or any other insects.
I am once again saying that it is defective or poor quality wood may be in error used for the table because no other furniture including the dining table which I purchased from them has the same issue so far.
· I also mentioned to representative over the phone that I have not been given any such information of 3rd party insurance or 30 days reporting requirement rather the sales person told me to get insurance from Bob Discount to protect my purchase and on a phone call they take care of their customer. But the representative over the phone arrogantly told me that I have signed the terms and condition and copy of same is provided to me and it my responsibility to read and understand.
I am once again saying that no copy of term and conditions signed by me is given to me for my record I do have sale receipt given to me which do not have any signature I can email to review.
please see the brochure attached where Mr. BOB putting a hand on his heart saying " I've got you covered" not third party that what they showed me.
· The broken arm of the sofa is reported within their time frame still they declined to repair using lame excuses
Kindly let them know that my claim is to replace the defective pieces of table wood and the fixing of broken arm of sofa and repair of minor cushion rips. In addition to that they must send me the copies of terms and conditions signed by me so I can I review, since the time of purchase I did sign something and I was told that its delivery agreement if I am not there they might charge additional fee for repeating delivery.
I can be reached at phone no. [redacted]. And I am looking forward for a positive response from Bob’s Discount I referred many of my family members to their flushing store to purchase and never expected this kind disappointing response.
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 feel that going back and forth is no longer a resolution. I will accept the fact that you acknowledged the store made numerous mistakes and I will accept the $75.00 gift card toward a future small item.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Bobs has offered nothing! [redacted] had a problem with delivering on time and they waived the delivery fee, sent me a $100 gift card, called me and sincerely apologized. From bobs I received phone calls from people at their north [redacted] location that had no idea what they were doing and snide emails through this complaint. Nothing has been offered because there is a lack
Of empathy for this situation. You have not gone above and beyond for us at all and again are insinuating that I am the problem which I find to be very offensive. I should not have paid for delivery as the date guaranteed to me was not met, you should have been more accommodating and not told me you only deliver to my area on Tuesdays and Thursdays...an exception should have been made and when my furniture did arrive the week it was supposed to you guys should have stopped a nothing to have it delivered to me by my guaranteed date instead of makings us wait because you only deliver here on Tuesdays and Thursdays.
It's absurd. The whole complaint was about a guaranteed delivery time and then the couches arrived by that time, but I still had to wait because you wouldn't deliver them on an off schedule. You should have been more accommodating as you see how much stress this has caused me! You also should have sincerely apologized to me and contacted me to see how to resolve this issue instead of wasting time back and forth through these complaints.
Good Day Revdex.com,
Our offices are in receipt of this response on 4.16.2015 and we
are responding communicating back on 4.16.2015.
Once again we (Bobs Discount Furniture) are scheduled to service
this merchandise under the coverage of the protection plan purchased on
4.29.2015. We most certainly did not create that service order and select that
service date on our own. As a business we are clearly honoring the purchased
warranty and aiding the customer with their concern.
We certainly apologize that this consumer seems so upset however I
am unable to determine how our business or the protection plan purchased has
failed this customer at this time.
Once again - We look forward to servicing
this customer’s merchandise under the factory defect coverage guidelines on
4.29.2015.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
This is a
duplicate complaint to CLAIM# [redacted]. The customer’s information reflects the
same within our system. We responded to CLAIM# [redacted] on 9.25.2014 and have
not received a rebuttal from the consumer to date. Please see our response to
CLAIM#...
[redacted] (below) as it remains the same for this duplication:
[redacted]
Good Afternoon Revdex.com,
Please pass on my apologies for the
disappointment our customer is experiencing with the product she selected. I
assure our customer that we have been addressing this concern to the best of
our ability since we were made aware of it. While this furniture was bought at
a Bobs Discount Furniture location and Bobs has been offering the customer
service on this product we have not collected direct revenue from [redacted] because
she entered into a ‘leasing agreement’ with a third party company named
‘Acceptance Now’. This customer is currently paying a monthly fee to the
‘Acceptance Now’ company to lease this product. This is clearly stated on the
paperwork Wanda signed at the time of sale along with the specific number of
payments [redacted] will have to make in order to fully own this product. Bobs
Discount Furniture is not permitted to make offers of credit to ‘Acceptance
Now’ customers unless there is a manufacturing defect present within their
merchandise. We have been out to [redacted] residence several times and have not
been able to properly inspect her bed to determine if a defect is even present.
I am honestly very perplexed by the nature
in which this complaint has been filed with and I have listed the history our
records indicate (below) for your review. I believe just listing this history
will address many of the customer’s statements however it also presents a few
questions that I request you pass along to our customer. Due to the nature of
this complaint and the overall history with the last month feel it pertinent
that all responses between the customer and Bobs remain in a written form.
Date of Delivery: 11.07.2013
First Report of Concern: 8.25.2014 – The customer told
us that the mattress was sagging and that the bed
(headboard/footboard/railings) was loose and shook a lot.
Please note: The bed had previously been used for 9 months with no report of
concern.
First visit to customer’s residence (the
next day): 8.26.2014:
Our technician reported that there was no apartment number listed on his
paperwork. The technician called us and said that he knocked on all three doors
within the building and only the folks on the third floor came to the door
stating they were not expecting a service. We then called the number that was
placed on this account during the time of sale by the customer (###-###-####)
and we were unable to speak with anyone or leave a message.
Question for the customer: If this is the day where you are stating that you
saw our technician’s vehicle, the dog was barking, and he was coming from the
third floor why did you not flag him down and explain that you were the person
expecting service or answer the door when we initially knocked?
The following day -8.27.2014: Our records clearly
indicate that the customer called us and reported the same scenario she had on
8.25.2014, we scheduled another service visit (with customer on the phone) to
her home to help with this concern on 9.04.2014.
2nd Attempt at service –
9.04.2014: Our
technician arrived to the residence and could not get into the building as the
main entrance was locked at this time. The technician called into our office to
report this and we attempted to call the number we have on file for this
customer (###-###-####) twice, our records indicate that we left two messages
for the customer as well. We were forced to move our technician on because we
were unable to gain access to the residence to perform the service.
Question for the customer: Should we be updating the phone number you have
listed on this account as it differs from the one you have listed to the Revdex.com?
9.08.2014-Attempted to call customer from
our Customer Care Office to reschedule service appointment as we had not heard
back from her: Our
records indicate that this call was made at 8:09pm to (###-###-####) and
someone picked up the phone and hung up on our caller.
9.10.2014-Attempted again to call customer
from our Customer Care Office to reschedule service appointment as we had not
heard back from her:
Our records indicate that this call was made at 2:25pm to (###-###-####) and we
left a message on the machine for the customer asking for her to call us back
and reschedule.
Question
for the customer: Should we be updating the phone number you have listed on
this account as it differs from the one you have listed to the Revdex.com?
9.15.2014: Our records clearly
indicate that the customer called us and reported the same scenario she had on
8.25.2014 & 8.27.2014. We scheduled another service visit (with customer on
the phone) to her home to help with this concern on 9.20.2014.
Please
note: This is the logged call and proof that the agent “[redacted]” was referring
to when she explained to the customer she had called us five days prior to the
20th.
3rd Attempt at service –
9.20.2014: Our
technician arrived to the home and reported to us that the entire bed
(headboard/footboard/railings/mattress) had been disassembled and pieces of the
bed were lying up against the wall. Our technician had to be moved on as there
was no way for him to complete a repair or determine a defect in the bed or mattress.
A technician cannot correctly reassemble a queen size bed on his own, which is
why we send at minimum a two man team out to make deliveries and assemblies.
Please note: We have no way of
determining if there is a factory defect within the bed or an issue with the
way we assembled it unless it is in the same condition as we left it on
11.07.2013. There is also no way to correctly measure if a mattress is sagging
or is defective unless that mattress is receiving the proper support of a bed
frame. Please also let it be known that this customer never disclosed in any
previous conversations with us that the bed was not assembled nor was she
instructed by us to disassemble her bed. As we had not been permitted inside
the residence, other than the initial assembly of the bed in Nov. of 2013, we
have no idea how long this bed had been unassembled for.
Customer called us back on 9.20.2014 (Later
that same day):
At approximately 6:50pm the customer called and reported to us ‘Bed rails are
very loose and wobbly’. Again we scheduled another service appointment with the
customer. This service is scheduled to occur on 9.27.2014 (this Saturday) and
the original number the customer provided us (that hasn’t been working) remains
the only number on the account. I am going to alert the service order with the
phone number the customer has listed to Revdex.com as a precaution. We are scheduled
to arrive to the residence in between the time window of 10:51am – 12:51pm on
9.27.2014.
Question for the customer: Is the bed
currently reassembled to the state it was in prior to it being unassembled in
your home? If the bed is in the same condition it was previously in on
9.20.2014 we will be unable to determine if the bed or the mattress is
defective and we will be unable to try and help our customer move forward on
resolving this concern.
We sincerely wish to help our customer and
have been diligently trying to assist her in resolving her concern since the
moment it was reported to us. I apologize to our customer again for her
disappointment in the product; we must be able to determine that there is a
factory defect present on this bed in order to move forward with this concern.
As per the warranty guidelines we will service this bed to manufacturing standards,
if the bed is deemed unrepairable by a factory trained service technician we
will offer a replacement under the warranty at that time.
Good Morning Revdex.com,
Our records indicate that there is
a pending exchange in the system to correct this customer’s concern. This
exchange is scheduled to go out on 3.18.2015 and was created on 3.14.2015.
We certainly apologize for any
rudeness the customer alleges to have experienced...
while seeking to get this
concern resolved. [redacted] or “Acceptance Now” is a third party company and per our
overview this concern is being rectified directly by way of Bobs Discount
Furniture.
We look forward to pleasing our
customer with the even exchange of merchandise on 3.18.2015.
Sincerely,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
Please
pass on our sincerest apologies to this customer for the disappointing
experience they have ensured during their purchase from us. Our records
indicate that this customer’s concern has been addressed at the highest levels
possible within our organization....
It
is beyond our normal processes to refund a customer after a purchase and
delivery has occurred. We have worked above policy because we do realize as a
company the failures that our customer has endured in this specific scenario. While
we understand and take responsibility for this customer’s frustration, our
sales invoice does indicate that should any refund be processed in the form of
a check to the customer the time frame for complete processing is around 7-14
business days. We made requests to get this customer the refund checks sooner
and I assure the customer that our Accounting Department and Customer Care
Management Team did the best they could to get these checks mailed out as soon
as possible.
As
of today (1.08.2015) the customer’s refund checks (2) have been fully processed
from our end and we expect these to arrive to customer very soon. Our records
indicate the following has been completed from our [redacted], CT Corporate
offices:
(1)
Check
in the amount of: 86.56 ( Processed fully on: 1.05.2015)
(1)
Check
in the amount of: 1762.49 (Processed fully on: 1.07.2015)
Good Morning Revdex.com,
Please pass on our sincerest apologies for the inconvenience the multiple services and defective seat continues to cause our customer. We can certainly understand the customer’s frustration and assure our customer that we have been and continue to provide the best...
resolutions possible to address the product’s concern.
Bob’s prides itself on providing quality service and the best value product for the price. Our primary focus is on making the concern the product has right so that our customer is satisfied with the product that they have purchased from us. As the retailer we have taken full responsibility for the defects that the seats were experiencing and provided the resolution of replacement parts to correct this concern.
Our technician should have taken the defective parts away with him at the time of service and we have already begun addressing the obvious coaching concern this information has presented to us. Should the customer still need these old parts disposed of we are more than willing to provide an option for resolution to take care of this.
Please see the underlined verbiage of our ‘Service Policy’ as listed below and indicated on this customer’s original invoice (this is commonly signed as agreed to by all customers prior to leaving our store on date of purchase):
SERVICE POLICY
We guarantee that our new products will be free from factory defects for one year from date of delivery or pickup. Our mattresses and motion furniture may carry additional factory guarantees. You must report any factory defects to our Customer Care team within one (1) year of possession, and a Customer Care representative will schedule one of our Service Technicians to inspect the item and service it to factory standards at no cost to you. If the Service Technician determines that the factory defect is not serviceable, we will replace the affected item, one time.
Our records indicate that the original manufacturing concern has been nearly resolved; we certainly did not expect one of the seats to arrive in poor condition from the manufacturer. Our records also depict that the technician was in the home from approximately 1:00pm – 2:45pm and completed the installation of 5 out of 6 cores. The concern remains present from one part out of all we ordered and as a business we have already offered another suitable resolution that deviates from our expressed policies (as indicated above) in an effort to please this individual specifically. Please note we would normally offer to re order the remaining one seat core that is experiencing a defect and complete our original agreement. We have paid for parts and labor and are willing to yet again take on another extreme cost of taking back (and disposing of) the current merchandise for a store credit reselection and deliver new merchandise while covering all costs associated with a new delivery fee.
We are able to compensate for our failures and not one individual’s assessment of their personal time. A failure absolutely occurred on our end when the initial installation service wasn’t properly scheduled. We are regretfully unable to control the fact that a service was canceled for weather related reasons and do apologize that the customer cites to have experienced any errors while rescheduling thru the automated system. As another effort to work out of policy and provide the customer with an apology offer for the scheduling and rescheduling failures we are able to offer a $50.00 Bobs Discount Furniture Gift Card right now.
At this time the product concerns are being addressed within our expressed policies as well as above and beyond. We stand behind the already offered resolutions as the most fair and adequate offers we are able to provide this customer with. We have further made an apology gift card offer and indicated that we will make every effort to remove any old parts the customer has been wrongly left with in the home.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:I disagree with the response.In its reply their representative distorts the facts.1, My choice of the sofa was made based on recommendations of their salespeople.All
their salespeople claimed that this model is the best selling one
because it is most reliable, it is sold for many years and in huge
quantities.2. They do not want to admit that the item they delivered us has defects.3.
On 03.19.2015 their representative visited us. His visit was very
brief, no discussion, no opinion, no conclusion. He presented himself as
a photographer, took several photos on his cellphone, stated that based
on his photos someone else will make a decision, and we have to follow
up with their customer service.I followed up on 03.23.2015. The customer service notified me that they do not see any defects.I
emailed them several photos that show that the sofa is defective.They still insisted that the item does
not have defects.4. Because they refused to return my money, and
only gave me a store credit, they forced me to order a new reclining sofa from them on
04.02.2015.It is of different model because I cannot trust the quality of the model I had.It has exactly the same price of $999. The store credit was applied to pay off the sofa and its protection plan.I paid off for another deliver $108.86 out of my pocket.
Normal
0
They issued me a store credit of $1196.53 instead of $1305.96 originally paid.They rejected to return the delivery fee of $108.86. I demand they return all my money in the amount of $1,305,39 that I paid the first time.I can only hope that the newly purchased sofa will not have defects.
Sincerely,
[redacted]
Good Afternoon Jamie,Thank you for providing photographs! I apologize that we have been unsuccessful in providing quality delivery service and merchandise. The most recent notes on your account (4/22/15) indicate that you have decided to return the king size bed for a full refund; the bed is scheduled to be picked up on April 24, 2015. Within 7-10 business days after the pick process is completed, we will issue a refund in the amount of $539.54 back to credit card ending in 8519.A property claim for the damage to your walls was processed on April 22nd and will be forward to our delivery depot today (4/23/15); you should expect to receive a call from a claim representative within 2-3 business days. In the event you do not receive a call by, April 28, 2015, please contact our [redacted] delivery office at ###-###-#### and reference claim number [redacted].Bob's Discount Furniture appreciates your business and apologizes for the inconvenience we have caused.
Good Afternoon Revdex.com,
I have
reached out to [redacted] directly today to discuss this matter further (10.13.2014).
Bobs Discount Furniture truly wishes to help every customer who has a concern
and in this case we are very sorry that we are unable to offer further
recourse. I have left...
the customer my direct phone number in the case she
wishes to speak with us further about our position.
The [redacted] plan that was purchased thru Bobs Discount Furniture does indeed cover a
staining concern from pet bodily fluids. I completed research from the [redacted] records and I truly believe that [redacted] made a valid effort to assist this
customer with this concern following their normal protocols. Bobs Discount Furniture
did not make direct agreements with [redacted] in regards to replacing parts of this
merchandise and given the amount of animal damage that is logged as having occurred
to this set I feel that the technician did what he could to service this
merchandise to the best of his ability.
If the
customer is seeking a different outcome she would want to pursue this matter
with the [redacted] company directly as this is the company she has been working
with all along for this concern.
Kind
Regards,
[redacted]
Bobs Discount
Furniture
[redacted]
Good Afternoon [redacted],
I apologize for the extreme level of aggression that you
feel necessary to communicate regarding your concerns. In reading my first
response please note that we have already
taken the necessary steps to
resolve your concern and fix your product (as you originally requested thru
this channel). We have placed a part order so that your concern will be
resolved and this is exactly the resolution you would have been granted thru
the [redacted] company should they have accepted your claim.
One company does not have the ability to overturn the
choices of another company and I find it completely embarrassing and disgusting
that a sales person would knock on the protection plan he or she sells and
stands behind on a regular basis in their profession. We have taken the
necessary actions to ensure our retail associates are properly coached and
offered to resolve your concern. I’m very perplexed as to why you remain still
so unsatisfied and I apologize again for the level of frustration you seem to
be experiencing. As stated in my first response, Bobs Discount Furniture is
directly resolving your concern by sending you a new seat casing for your
chaise. If there is another issue you seek assistance with I’d be happy to help
but at this time the original settlement you sought has been met therefore we
would consider this concern closed.
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Good Afternoon Revdex.com,
We will not be offering to send out a technician to this customer’s
residence for the various reasons already communicated within our previous
responses.
We have offered to work as a liaison between the customer and the
company who manages the protection plan she purchased and it appears that the
customer is still unwilling to communicate what type of accident occurred to
the merchandise to cause this concern.
As a final option for resolution we can offer to cancel the
‘Goof Proof’ plan and refund the purchase price paid for the extended
protection plan ($149.99).
Should this offer be accepted a corporate check (within 7-16
business days) will be mailed to:
[redacted]
As this plan is over 4
years old this is a more than accommodating
offer of courtesy on our part. Bobs Discount Furniture has no direct recourse
to offer relating to this merchandise and as the consumer refuses to submit an
accident claim for damage having this accidental protection plan will not
benefit her.
Thank You,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I just wanted to be made whole after having to pay additional fees to dispose of a mattress that the business was contracted to take. Thank you for your support in this matter Revdex.com. Consumers like me appreciate everything you do.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: my parents who own this sofa are on a limited income and do not want to spend any more money at the store. They feel 5 years is a very short lifetime for the money they have already spent, They have no confidence in the merchandise sold there. Their expectation was a suitable replacement.
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 Morning Revdex.com,
We apologize for the disappointment this customer has been
experiencing overall with their reclining sofa and loveseat.
Our records indicate that this merchandise was delivered in
the year 2011 and we completed a courtesy exchange for the customer in June of...
2012.
Based on the courtesy exchange date this merchandise has been out of any direct
Bobs Discount Furniture coverage since June of 2013. We serviced this
merchandise one time inside of the warranty for loose bolts and then approximately
one year and seven months later we received reports for multiple concerns that
had never been reported to us before.
As an extreme courtesy we sent our service technician out at
no cost to this customer to see if there was anything we could offer on a best
effort basis this past August. Regretfully the merchandise concerns could not
be satisfied by this service technician and again this customer has no warranty
or replacement coverage active directly through Bobs Discount Furniture.
Given a review of all facts within this scenario we are
willing to make a third courtesy offer to the customer for the pure reason that
we care about resolving our customer’s concerns in a manner that we feel is
fair.
We will offer to apply an electronic store credit for 50% of
the merchandise cost originally paid to us. The customer can use this credit to
select a new living room set or any other type of furniture they wish. Bobs
Discount Furniture will not be responsible to remove the current sofa
and loveseat from the customer’s home should this offer be accepted.
Kind
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Good Afternoon Revdex.com,
We have contacted [redacted] today (10.7.2014) and agreed on compensation
in part monetary form and part Bobs Discount Furniture Gift Card form. We truly
appreciate our customer’s extreme patience and willingness to work with us
after we caused so much...
disappointment.
We genuinely apologize that there was any frustration or
inconvenience associated with [redacted] purchase and we pledge to [redacted] that
ensuring our customers are satisfied has always been the most important part of
our business.
Kind
Regards,
[redacted]
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
We certainly apologize for any and all inconveniences we
caused this customer in regards to her product.
After an extensive review with our Accounting Department we
have come to the conclusion that this customer is owed a refund amount of
$88.94.
I...
apologize to you in advance if any of the following
communication becomes confusing. Our records for this account are extensive and
I will do my best to try and communicate our reasoning as clearly as possible
to you as a third party mediator.
After all the changes made to the customer’s original sales
order were made (Order # [redacted]) the customer had a remaining credit available
for $90.46. Another available credit from a return for a Queen Pillow for
$69.13 (return order # [redacted]) brought the available credit total to: $159.59.
$53.18 of this combined credit was used to pay for sales
order # [redacted] (Merchandise included: two queen sized pillows bought from our [redacted] location on 9.04.2011).
This left the customer with a balance in credit of $106.41.
Another return order (#[redacted]) gave the customer an additional credit
of $165.90 making a new available credit total of $272.31.
We then refunded the customer’s [redacted] credit card for $183.37
via credit number [redacted] on 11.23.2012.
This brings the amount of available credit to be refunded
back to the customer down to $88.94.
Please also
let the record state that our accounting documents show that one of the two
$150.00 payments the customer claims to have made to us on or around 6.13.2011
was never actually received from her credit card. Should the customer wish to
dispute this information we would need her to provide proof via this Revdex.com
channel of the transaction actually occurring from her credit card to Bobs
Discount Furniture before any further discussion can be made regarding this
alleged charge. While it may be listed on a sales invoice she has from us, this
does not serve as proof that we received payment from the charge, only that the
charge was initiated.
I completely understand your frustrations with this chair
and I apologize that it has taken us so long to resolve your concerns. I can
assure you that Bob’s customers are the most important aspect of our business.
Regretfully the damages reported...
combined with the report
the technician provided to us are not coverable occurrences under the
manufacturing warranty or the protection plan you purchased.
As an extreme one
time courtesy we will offer to provide you with a factory fresh model
of the chair. Your original invoice states that you took possession of this
chair by picking it up on your own accord.
As we stand behind the integrity of our technician’s filed
report and the fact that this chair is not experiencing any factory defects,
you would be expected to return the current chair you have in your home and
retrieve the new chair via the same customer pick up location you originally used.
Should you prefer to have this chair exchanged by a delivery team instead this
service can be arranged for you with the payment of a delivery fee to Bobs
Discount Furniture.
As this is an extreme one time courtesy offer please
understand that should your merchandise experience any concerns in the future
that are not deemed factory defects by our trained technicians or are listed as
exclusions by the ‘Goof Proof’ ([redacted]) Terms and Conditions of your
accidental protection plan; Bobs Discount Furniture will be unable to take responsibility
for these concerns.
Please let me know if you are accepting of this courtesy
exchange offer so I can process the exchange paperwork for you.
Thank you for your patience with us [redacted] and I look forward
to hearing back from you via this Revdex.com channel,
Complaint: [redacted]I am rejecting this response because:
Thank you Revdex.com.
Bob’s Discount is responding otherwise over the phone their representative told me that I am not eligible because I did not report the ripped cushions within 30 days and the table damages are not covered and I should talk to home insurance company for the termite issues as it is not covered and the broken arm of the sofa though it is reported within a month but since I have not given an exact or specific date they can’t process my claim.
Let me explain to Bobs Discount again what I said to them over the phone on a recorded line.
· I told them yes it’s a poor quality sofa that within 6 months I noticed it’s saggy and when we sit its poking.
· I showed the damage of the table to representative I shared my concern that it looks like that the material used for this table either was a poor wooden pieces or defective material and it seems like the signs of termite.
Let me clear the fact that my home has no termite or any other insects.
I am once again saying that it is defective or poor quality wood may be in error used for the table because no other furniture including the dining table which I purchased from them has the same issue so far.
· I also mentioned to representative over the phone that I have not been given any such information of 3rd party insurance or 30 days reporting requirement rather the sales person told me to get insurance from Bob Discount to protect my purchase and on a phone call they take care of their customer. But the representative over the phone arrogantly told me that I have signed the terms and condition and copy of same is provided to me and it my responsibility to read and understand.
I am once again saying that no copy of term and conditions signed by me is given to me for my record I do have sale receipt given to me which do not have any signature I can email to review.
please see the brochure attached where Mr. BOB putting a hand on his heart saying " I've got you covered" not third party that what they showed me.
· The broken arm of the sofa is reported within their time frame still they declined to repair using lame excuses
Kindly let them know that my claim is to replace the defective pieces of table wood and the fixing of broken arm of sofa and repair of minor cushion rips. In addition to that they must send me the copies of terms and conditions signed by me so I can I review, since the time of purchase I did sign something and I was told that its delivery agreement if I am not there they might charge additional fee for repeating delivery.
I can be reached at phone no. [redacted]. And I am looking forward for a positive response from Bob’s Discount I referred many of my family members to their flushing store to purchase and never expected this kind disappointing response.
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 feel that going back and forth is no longer a resolution. I will accept the fact that you acknowledged the store made numerous mistakes and I will accept the $75.00 gift card toward a future small item.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Bobs has offered nothing! [redacted] had a problem with delivering on time and they waived the delivery fee, sent me a $100 gift card, called me and sincerely apologized. From bobs I received phone calls from people at their north [redacted] location that had no idea what they were doing and snide emails through this complaint. Nothing has been offered because there is a lack
Of empathy for this situation. You have not gone above and beyond for us at all and again are insinuating that I am the problem which I find to be very offensive. I should not have paid for delivery as the date guaranteed to me was not met, you should have been more accommodating and not told me you only deliver to my area on Tuesdays and Thursdays...an exception should have been made and when my furniture did arrive the week it was supposed to you guys should have stopped a nothing to have it delivered to me by my guaranteed date instead of makings us wait because you only deliver here on Tuesdays and Thursdays.
It's absurd. The whole complaint was about a guaranteed delivery time and then the couches arrived by that time, but I still had to wait because you wouldn't deliver them on an off schedule. You should have been more accommodating as you see how much stress this has caused me! You also should have sincerely apologized to me and contacted me to see how to resolve this issue instead of wasting time back and forth through these complaints.
Sincerely,
[redacted]
Good Day Revdex.com,
Our offices are in receipt of this response on 4.16.2015 and we
are responding communicating back on 4.16.2015.
Once again we (Bobs Discount Furniture) are scheduled to service
this merchandise under the coverage of the protection plan purchased on
4.29.2015. We most certainly did not create that service order and select that
service date on our own. As a business we are clearly honoring the purchased
warranty and aiding the customer with their concern.
We certainly apologize that this consumer seems so upset however I
am unable to determine how our business or the protection plan purchased has
failed this customer at this time.
Once again - We look forward to servicing
this customer’s merchandise under the factory defect coverage guidelines on
4.29.2015.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
This is a
duplicate complaint to CLAIM# [redacted]. The customer’s information reflects the
same within our system. We responded to CLAIM# [redacted] on 9.25.2014 and have
not received a rebuttal from the consumer to date. Please see our response to
CLAIM#...
[redacted] (below) as it remains the same for this duplication:
[redacted]
Good Afternoon Revdex.com,
Please pass on my apologies for the
disappointment our customer is experiencing with the product she selected. I
assure our customer that we have been addressing this concern to the best of
our ability since we were made aware of it. While this furniture was bought at
a Bobs Discount Furniture location and Bobs has been offering the customer
service on this product we have not collected direct revenue from [redacted] because
she entered into a ‘leasing agreement’ with a third party company named
‘Acceptance Now’. This customer is currently paying a monthly fee to the
‘Acceptance Now’ company to lease this product. This is clearly stated on the
paperwork Wanda signed at the time of sale along with the specific number of
payments [redacted] will have to make in order to fully own this product. Bobs
Discount Furniture is not permitted to make offers of credit to ‘Acceptance
Now’ customers unless there is a manufacturing defect present within their
merchandise. We have been out to [redacted] residence several times and have not
been able to properly inspect her bed to determine if a defect is even present.
I am honestly very perplexed by the nature
in which this complaint has been filed with and I have listed the history our
records indicate (below) for your review. I believe just listing this history
will address many of the customer’s statements however it also presents a few
questions that I request you pass along to our customer. Due to the nature of
this complaint and the overall history with the last month feel it pertinent
that all responses between the customer and Bobs remain in a written form.
Date of Delivery: 11.07.2013
First Report of Concern: 8.25.2014 – The customer told
us that the mattress was sagging and that the bed
(headboard/footboard/railings) was loose and shook a lot.
Please note: The bed had previously been used for 9 months with no report of
concern.
First visit to customer’s residence (the
next day): 8.26.2014:
Our technician reported that there was no apartment number listed on his
paperwork. The technician called us and said that he knocked on all three doors
within the building and only the folks on the third floor came to the door
stating they were not expecting a service. We then called the number that was
placed on this account during the time of sale by the customer (###-###-####)
and we were unable to speak with anyone or leave a message.
Question for the customer: If this is the day where you are stating that you
saw our technician’s vehicle, the dog was barking, and he was coming from the
third floor why did you not flag him down and explain that you were the person
expecting service or answer the door when we initially knocked?
The following day -8.27.2014: Our records clearly
indicate that the customer called us and reported the same scenario she had on
8.25.2014, we scheduled another service visit (with customer on the phone) to
her home to help with this concern on 9.04.2014.
2nd Attempt at service –
9.04.2014: Our
technician arrived to the residence and could not get into the building as the
main entrance was locked at this time. The technician called into our office to
report this and we attempted to call the number we have on file for this
customer (###-###-####) twice, our records indicate that we left two messages
for the customer as well. We were forced to move our technician on because we
were unable to gain access to the residence to perform the service.
Question for the customer: Should we be updating the phone number you have
listed on this account as it differs from the one you have listed to the Revdex.com?
9.08.2014-Attempted to call customer from
our Customer Care Office to reschedule service appointment as we had not heard
back from her: Our
records indicate that this call was made at 8:09pm to (###-###-####) and
someone picked up the phone and hung up on our caller.
9.10.2014-Attempted again to call customer
from our Customer Care Office to reschedule service appointment as we had not
heard back from her:
Our records indicate that this call was made at 2:25pm to (###-###-####) and we
left a message on the machine for the customer asking for her to call us back
and reschedule.
Question
for the customer: Should we be updating the phone number you have listed on
this account as it differs from the one you have listed to the Revdex.com?
9.15.2014: Our records clearly
indicate that the customer called us and reported the same scenario she had on
8.25.2014 & 8.27.2014. We scheduled another service visit (with customer on
the phone) to her home to help with this concern on 9.20.2014.
Please
note: This is the logged call and proof that the agent “[redacted]” was referring
to when she explained to the customer she had called us five days prior to the
20th.
3rd Attempt at service –
9.20.2014: Our
technician arrived to the home and reported to us that the entire bed
(headboard/footboard/railings/mattress) had been disassembled and pieces of the
bed were lying up against the wall. Our technician had to be moved on as there
was no way for him to complete a repair or determine a defect in the bed or mattress.
A technician cannot correctly reassemble a queen size bed on his own, which is
why we send at minimum a two man team out to make deliveries and assemblies.
Please note: We have no way of
determining if there is a factory defect within the bed or an issue with the
way we assembled it unless it is in the same condition as we left it on
11.07.2013. There is also no way to correctly measure if a mattress is sagging
or is defective unless that mattress is receiving the proper support of a bed
frame. Please also let it be known that this customer never disclosed in any
previous conversations with us that the bed was not assembled nor was she
instructed by us to disassemble her bed. As we had not been permitted inside
the residence, other than the initial assembly of the bed in Nov. of 2013, we
have no idea how long this bed had been unassembled for.
Customer called us back on 9.20.2014 (Later
that same day):
At approximately 6:50pm the customer called and reported to us ‘Bed rails are
very loose and wobbly’. Again we scheduled another service appointment with the
customer. This service is scheduled to occur on 9.27.2014 (this Saturday) and
the original number the customer provided us (that hasn’t been working) remains
the only number on the account. I am going to alert the service order with the
phone number the customer has listed to Revdex.com as a precaution. We are scheduled
to arrive to the residence in between the time window of 10:51am – 12:51pm on
9.27.2014.
Question for the customer: Is the bed
currently reassembled to the state it was in prior to it being unassembled in
your home? If the bed is in the same condition it was previously in on
9.20.2014 we will be unable to determine if the bed or the mattress is
defective and we will be unable to try and help our customer move forward on
resolving this concern.
We sincerely wish to help our customer and
have been diligently trying to assist her in resolving her concern since the
moment it was reported to us. I apologize to our customer again for her
disappointment in the product; we must be able to determine that there is a
factory defect present on this bed in order to move forward with this concern.
As per the warranty guidelines we will service this bed to manufacturing standards,
if the bed is deemed unrepairable by a factory trained service technician we
will offer a replacement under the warranty at that time.
Good Morning Revdex.com,
Our records indicate that there is
a pending exchange in the system to correct this customer’s concern. This
exchange is scheduled to go out on 3.18.2015 and was created on 3.14.2015.
We certainly apologize for any
rudeness the customer alleges to have experienced...
while seeking to get this
concern resolved. [redacted] or “Acceptance Now” is a third party company and per our
overview this concern is being rectified directly by way of Bobs Discount
Furniture.
We look forward to pleasing our
customer with the even exchange of merchandise on 3.18.2015.
Sincerely,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
Please
pass on our sincerest apologies to this customer for the disappointing
experience they have ensured during their purchase from us. Our records
indicate that this customer’s concern has been addressed at the highest levels
possible within our organization....
It
is beyond our normal processes to refund a customer after a purchase and
delivery has occurred. We have worked above policy because we do realize as a
company the failures that our customer has endured in this specific scenario. While
we understand and take responsibility for this customer’s frustration, our
sales invoice does indicate that should any refund be processed in the form of
a check to the customer the time frame for complete processing is around 7-14
business days. We made requests to get this customer the refund checks sooner
and I assure the customer that our Accounting Department and Customer Care
Management Team did the best they could to get these checks mailed out as soon
as possible.
As
of today (1.08.2015) the customer’s refund checks (2) have been fully processed
from our end and we expect these to arrive to customer very soon. Our records
indicate the following has been completed from our [redacted], CT Corporate
offices:
(1)
Check
in the amount of: 86.56 ( Processed fully on: 1.05.2015)
(1)
Check
in the amount of: 1762.49 (Processed fully on: 1.07.2015)
Kindest
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Good Morning Revdex.com,
Please pass on our sincerest apologies for the inconvenience the multiple services and defective seat continues to cause our customer. We can certainly understand the customer’s frustration and assure our customer that we have been and continue to provide the best...
resolutions possible to address the product’s concern.
Bob’s prides itself on providing quality service and the best value product for the price. Our primary focus is on making the concern the product has right so that our customer is satisfied with the product that they have purchased from us. As the retailer we have taken full responsibility for the defects that the seats were experiencing and provided the resolution of replacement parts to correct this concern.
Our technician should have taken the defective parts away with him at the time of service and we have already begun addressing the obvious coaching concern this information has presented to us. Should the customer still need these old parts disposed of we are more than willing to provide an option for resolution to take care of this.
Please see the underlined verbiage of our ‘Service Policy’ as listed below and indicated on this customer’s original invoice (this is commonly signed as agreed to by all customers prior to leaving our store on date of purchase):
SERVICE POLICY
We guarantee that our new products will be free from factory defects for one year from date of delivery or pickup. Our mattresses and motion furniture may carry additional factory guarantees. You must report any factory defects to our Customer Care team within one (1) year of possession, and a Customer Care representative will schedule one of our Service Technicians to inspect the item and service it to factory standards at no cost to you. If the Service Technician determines that the factory defect is not serviceable, we will replace the affected item, one time.
Our records indicate that the original manufacturing concern has been nearly resolved; we certainly did not expect one of the seats to arrive in poor condition from the manufacturer. Our records also depict that the technician was in the home from approximately 1:00pm – 2:45pm and completed the installation of 5 out of 6 cores. The concern remains present from one part out of all we ordered and as a business we have already offered another suitable resolution that deviates from our expressed policies (as indicated above) in an effort to please this individual specifically. Please note we would normally offer to re order the remaining one seat core that is experiencing a defect and complete our original agreement. We have paid for parts and labor and are willing to yet again take on another extreme cost of taking back (and disposing of) the current merchandise for a store credit reselection and deliver new merchandise while covering all costs associated with a new delivery fee.
We are able to compensate for our failures and not one individual’s assessment of their personal time. A failure absolutely occurred on our end when the initial installation service wasn’t properly scheduled. We are regretfully unable to control the fact that a service was canceled for weather related reasons and do apologize that the customer cites to have experienced any errors while rescheduling thru the automated system. As another effort to work out of policy and provide the customer with an apology offer for the scheduling and rescheduling failures we are able to offer a $50.00 Bobs Discount Furniture Gift Card right now.
At this time the product concerns are being addressed within our expressed policies as well as above and beyond. We stand behind the already offered resolutions as the most fair and adequate offers we are able to provide this customer with. We have further made an apology gift card offer and indicated that we will make every effort to remove any old parts the customer has been wrongly left with in the home.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:I disagree with the response.In its reply their representative distorts the facts.1, My choice of the sofa was made based on recommendations of their salespeople.All
their salespeople claimed that this model is the best selling one
because it is most reliable, it is sold for many years and in huge
quantities.2. They do not want to admit that the item they delivered us has defects.3.
On 03.19.2015 their representative visited us. His visit was very
brief, no discussion, no opinion, no conclusion. He presented himself as
a photographer, took several photos on his cellphone, stated that based
on his photos someone else will make a decision, and we have to follow
up with their customer service.I followed up on 03.23.2015. The customer service notified me that they do not see any defects.I
emailed them several photos that show that the sofa is defective.They still insisted that the item does
not have defects.4. Because they refused to return my money, and
only gave me a store credit, they forced me to order a new reclining sofa from them on
04.02.2015.It is of different model because I cannot trust the quality of the model I had.It has exactly the same price of $999. The store credit was applied to pay off the sofa and its protection plan.I paid off for another deliver $108.86 out of my pocket.
Normal
0
They issued me a store credit of $1196.53 instead of $1305.96 originally paid.They rejected to return the delivery fee of $108.86. I demand they return all my money in the amount of $1,305,39 that I paid the first time.I can only hope that the newly purchased sofa will not have defects.
Sincerely,
[redacted]
Good Afternoon Jamie,Thank you for providing photographs! I apologize that we have been unsuccessful in providing quality delivery service and merchandise. The most recent notes on your account (4/22/15) indicate that you have decided to return the king size bed for a full refund; the bed is scheduled to be picked up on April 24, 2015. Within 7-10 business days after the pick process is completed, we will issue a refund in the amount of $539.54 back to credit card ending in 8519.A property claim for the damage to your walls was processed on April 22nd and will be forward to our delivery depot today (4/23/15); you should expect to receive a call from a claim representative within 2-3 business days. In the event you do not receive a call by, April 28, 2015, please contact our [redacted] delivery office at ###-###-#### and reference claim number [redacted].Bob's Discount Furniture appreciates your business and apologizes for the inconvenience we have caused.
Good Afternoon Revdex.com,
I have
reached out to [redacted] directly today to discuss this matter further (10.13.2014).
Bobs Discount Furniture truly wishes to help every customer who has a concern
and in this case we are very sorry that we are unable to offer further
recourse. I have left...
the customer my direct phone number in the case she
wishes to speak with us further about our position.
The [redacted] plan that was purchased thru Bobs Discount Furniture does indeed cover a
staining concern from pet bodily fluids. I completed research from the [redacted] records and I truly believe that [redacted] made a valid effort to assist this
customer with this concern following their normal protocols. Bobs Discount Furniture
did not make direct agreements with [redacted] in regards to replacing parts of this
merchandise and given the amount of animal damage that is logged as having occurred
to this set I feel that the technician did what he could to service this
merchandise to the best of his ability.
If the
customer is seeking a different outcome she would want to pursue this matter
with the [redacted] company directly as this is the company she has been working
with all along for this concern.
Kind
Regards,
[redacted]
Bobs Discount
Furniture
[redacted]
Good Afternoon [redacted],
I apologize for the extreme level of aggression that you
feel necessary to communicate regarding your concerns. In reading my first
response please note that we have already
taken the necessary steps to
resolve your concern and fix your product (as you originally requested thru
this channel). We have placed a part order so that your concern will be
resolved and this is exactly the resolution you would have been granted thru
the [redacted] company should they have accepted your claim.
One company does not have the ability to overturn the
choices of another company and I find it completely embarrassing and disgusting
that a sales person would knock on the protection plan he or she sells and
stands behind on a regular basis in their profession. We have taken the
necessary actions to ensure our retail associates are properly coached and
offered to resolve your concern. I’m very perplexed as to why you remain still
so unsatisfied and I apologize again for the level of frustration you seem to
be experiencing. As stated in my first response, Bobs Discount Furniture is
directly resolving your concern by sending you a new seat casing for your
chaise. If there is another issue you seek assistance with I’d be happy to help
but at this time the original settlement you sought has been met therefore we
would consider this concern closed.
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Good Afternoon Revdex.com,
We will not be offering to send out a technician to this customer’s
residence for the various reasons already communicated within our previous
responses.
We have offered to work as a liaison between the customer and the
company who manages the protection plan she purchased and it appears that the
customer is still unwilling to communicate what type of accident occurred to
the merchandise to cause this concern.
As a final option for resolution we can offer to cancel the
‘Goof Proof’ plan and refund the purchase price paid for the extended
protection plan ($149.99).
Should this offer be accepted a corporate check (within 7-16
business days) will be mailed to:
[redacted]
As this plan is over 4
years old this is a more than accommodating
offer of courtesy on our part. Bobs Discount Furniture has no direct recourse
to offer relating to this merchandise and as the consumer refuses to submit an
accident claim for damage having this accidental protection plan will not
benefit her.
Thank You,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I just wanted to be made whole after having to pay additional fees to dispose of a mattress that the business was contracted to take. Thank you for your support in this matter Revdex.com. Consumers like me appreciate everything you do.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: my parents who own this sofa are on a limited income and do not want to spend any more money at the store. They feel 5 years is a very short lifetime for the money they have already spent, They have no confidence in the merchandise sold there. Their expectation was a suitable replacement.
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 Morning Revdex.com,
We apologize for the disappointment this customer has been
experiencing overall with their reclining sofa and loveseat.
Our records indicate that this merchandise was delivered in
the year 2011 and we completed a courtesy exchange for the customer in June of...
2012.
Based on the courtesy exchange date this merchandise has been out of any direct
Bobs Discount Furniture coverage since June of 2013. We serviced this
merchandise one time inside of the warranty for loose bolts and then approximately
one year and seven months later we received reports for multiple concerns that
had never been reported to us before.
As an extreme courtesy we sent our service technician out at
no cost to this customer to see if there was anything we could offer on a best
effort basis this past August. Regretfully the merchandise concerns could not
be satisfied by this service technician and again this customer has no warranty
or replacement coverage active directly through Bobs Discount Furniture.
Given a review of all facts within this scenario we are
willing to make a third courtesy offer to the customer for the pure reason that
we care about resolving our customer’s concerns in a manner that we feel is
fair.
We will offer to apply an electronic store credit for 50% of
the merchandise cost originally paid to us. The customer can use this credit to
select a new living room set or any other type of furniture they wish. Bobs
Discount Furniture will not be responsible to remove the current sofa
and loveseat from the customer’s home should this offer be accepted.
Kind
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Good Afternoon Revdex.com,
We have contacted [redacted] today (10.7.2014) and agreed on compensation
in part monetary form and part Bobs Discount Furniture Gift Card form. We truly
appreciate our customer’s extreme patience and willingness to work with us
after we caused so much...
disappointment.
We genuinely apologize that there was any frustration or
inconvenience associated with [redacted] purchase and we pledge to [redacted] that
ensuring our customers are satisfied has always been the most important part of
our business.
Kind
Regards,
[redacted]
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
We certainly apologize for any and all inconveniences we
caused this customer in regards to her product.
After an extensive review with our Accounting Department we
have come to the conclusion that this customer is owed a refund amount of
$88.94.
I...
apologize to you in advance if any of the following
communication becomes confusing. Our records for this account are extensive and
I will do my best to try and communicate our reasoning as clearly as possible
to you as a third party mediator.
After all the changes made to the customer’s original sales
order were made (Order # [redacted]) the customer had a remaining credit available
for $90.46. Another available credit from a return for a Queen Pillow for
$69.13 (return order # [redacted]) brought the available credit total to: $159.59.
$53.18 of this combined credit was used to pay for sales
order # [redacted] (Merchandise included: two queen sized pillows bought from our [redacted] location on 9.04.2011).
This left the customer with a balance in credit of $106.41.
Another return order (#[redacted]) gave the customer an additional credit
of $165.90 making a new available credit total of $272.31.
We then refunded the customer’s [redacted] credit card for $183.37
via credit number [redacted] on 11.23.2012.
This brings the amount of available credit to be refunded
back to the customer down to $88.94.
Please also
let the record state that our accounting documents show that one of the two
$150.00 payments the customer claims to have made to us on or around 6.13.2011
was never actually received from her credit card. Should the customer wish to
dispute this information we would need her to provide proof via this Revdex.com
channel of the transaction actually occurring from her credit card to Bobs
Discount Furniture before any further discussion can be made regarding this
alleged charge. While it may be listed on a sales invoice she has from us, this
does not serve as proof that we received payment from the charge, only that the
charge was initiated.
Good Morning [redacted]
I completely understand your frustrations with this chair
and I apologize that it has taken us so long to resolve your concerns. I can
assure you that Bob’s customers are the most important aspect of our business.
Regretfully the damages reported...
combined with the report
the technician provided to us are not coverable occurrences under the
manufacturing warranty or the protection plan you purchased.
As an extreme one
time courtesy we will offer to provide you with a factory fresh model
of the chair. Your original invoice states that you took possession of this
chair by picking it up on your own accord.
As we stand behind the integrity of our technician’s filed
report and the fact that this chair is not experiencing any factory defects,
you would be expected to return the current chair you have in your home and
retrieve the new chair via the same customer pick up location you originally used.
Should you prefer to have this chair exchanged by a delivery team instead this
service can be arranged for you with the payment of a delivery fee to Bobs
Discount Furniture.
As this is an extreme one time courtesy offer please
understand that should your merchandise experience any concerns in the future
that are not deemed factory defects by our trained technicians or are listed as
exclusions by the ‘Goof Proof’ ([redacted]) Terms and Conditions of your
accidental protection plan; Bobs Discount Furniture will be unable to take responsibility
for these concerns.
Please let me know if you are accepting of this courtesy
exchange offer so I can process the exchange paperwork for you.
Thank you for your patience with us [redacted] and I look forward
to hearing back from you via this Revdex.com channel,
[redacted]
[redacted]
[redacted]