Good Morning Revdex.com,
Please pass on our apologies to our customer for any and all inconveniences he has endured as a result of our failures during this purchase.
Our records indicate that as of 2.24.2015 this customer’s concern has been fully rectified directly through our Customer Care...
Offices, Customer Care Management Team.
At this time we would consider this concern resolved and apologize to our customer again.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
We apologize to our customer for the frustration and
disappointment they are experiencing from this concern.
We have reviewed the customer’s photos (2) with our Service
Technician Manager who has over 16 years of experience with our business. Our
technician’s are...
trained at factory level thoroughly to recognize a
manufacturing defect on multiple product types, their manager’s review of the
photo is an even higher level of consideration than a technician coming to the
customer’s residence. At this time we stand behind the original determination
of our Customer Care Supervisor ([redacted]) and are unable to offer further
recourse for this concern.
Regardless of the photo review there are also many other factors
to consider within this specific scenario and product type.
-Small fissures on stone product are considered a natural
characteristic of the merchandise. This is normal because it’s not a crack it’s
a vein that once carried minerals that was formed in the stone millions of
years ago. There are multitudes of public information available on a fissure
being a normal characteristic for stone products and many consumers’ do mistake
fissures for cracks.
-Bobs Discount Furniture provides product knowledge, such as
information about fissures in stone product in all of our showrooms so our
customer’s are fully educated on the product they are buying. We always remind
our customers that it is important to keep in mind that any manufactured stone
merchandise is a product of nature. While markings,
veining, pitting, and fissures are common, they do not affect the quality
of the piece. These characteristics are what makes each piece of granite
unique, and make it a ‘natural product’.
-Should the customer truly believe that this is a
crack and not a fissure then as a business we must turn our attention to the
cause of a crack in the stone after the customer has had possession for nearly
six and ½ months. A crack in stone does not appear on its own and force or
mishandling of the product is generally the cause of a crack within this type
of product. This damage was not reported to us until just now after we
delivered the item in May of 2014. The address provided to the Revdex.com differs from
the original delivery address we brought the item to, therefore there is also a
chance that this product was moved by the consumer or a third party moving
company and should there be a crack in the product now, Bobs Discount Furniture
cannot take ownership for a damage that occurred beyond our control.
Overall we do believe this marking is a fissure and
not a crack and apologize to our customer that we have no recourse to offer
them relating to this concern.
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Actually, I would like it noted that [redacted] was extremely helpful the day I spoke with her. She was one of the only consultants who understood my frustration and I actually do appreciate all that she tried to do for me that day. The only problem is that when I called back to say that I would like to speak with her again, I was told that no one by that name worked there. I am very grateful for what she was able to arrange but her fellow consultants were not so kind or helpful. I will stick with the loaner love seat until the delivery can be made but it is a frustrating situation all around.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
Please pass on my apologies to our
customer for the disappointment they are currently experiencing with this
product. I thank them for sending the photos over as we requested.
Our records indicate that this
sofa was delivered to our customer on 7.11.2012 and this concern was first
reported to us on 11.18.2014. At that point the Bobs Discount Furniture (1
year) Warranty had expired on the merchandise. The customer did purchase the
[redacted] protection plan which, as its name depicts, offers coverage against
accidental concerns causing damage to the furniture. When the plan was sold to
the customer in 2012 it did not grant an extension on the manufacturing 1 year
warranty offered through Bobs Discount Furniture and expressed on the original
sales receipt.
I have listed an extreme courtesy option below for
this customer’s account. We do try and offer a willingness to resolve our
customer’s concerns whenever possible; I have updated our customer’s account
with this one time courtesy option
for resolution.
Resolution Option:
We have provided our customer with
a store credit for the amount they paid us on their living room furniture &
[redacted] Protection Plan. The customer may use this store credit (within the
next two months exp. date: 2.10.2015) to reselect to another set. Should the
customer wish to have the new merchandise delivered to them it is fair and
adequate to expect that the customer be charged a new delivery fee at the time
of the new sale. We will offer to cover the cost of removing (and disposing
since we cannot re sell it) the current merchandise in the home.
The open credit number the
customer may provide to their new sales person is: [redacted].
The total amount of this credit
is: $2,197.99.
We sincerely hope that our
customer finds this option satisfactory and we apologize to them again for the length
of time they have had to spend on their furniture concerns.
Warm regards,
[redacted]
Bobs Discount Furniture
[redacted]
Good Morning Revdex.com,
Please pass on our apologies for the disappointment that our
customer is experiencing after owning this product for such a long period of
time. We absolutely stand behind the quality and value of our products. We
remain transparent and honest by always displaying in...
writing what materials
every one of our living room sets are manufactured from. We also provide our
customers with the clear parameters of our Goof Proof Protection plan at the
time of sale. I have included the sales floor line up sheet of this customer’s
set as well as the sales flyer sheet outlining what the expired Goof Proof Plan
offered coverage for on this product.
Per the original sales invoice number we have on file this
customer’s sleeper sofa was sold at a price of $749.00 (you will also see this
displayed on the attachment I have included). The Goof Proof Plan that was purchased
was intended for one time accidental damage coverage as outlined and is not
meant to cover the products normal wear and tear patterns based on its material
makeup. The direct Bobs Discount Furniture warranty expired on this plan in
2007.
This product is made of bycast leather and this was
displayed for our customers review at the time of purchase. As the first name
on this sales invoice differs from that of the customer filing a complaint and
six (6) full years have passed since the purchase date it will be very
difficult to determine who was actually present at the time of sale and what
literally transpired between our sales professional and the present consumer.
Based on the fact that this sleeper is made up of bycast
leather its material makeup has lived past its expected lifetime. There are
many facets of education available to the public regarding bycast leather and
its pros and cons. When making a purchase of this size there is a certain
expectation from any retailer (including that of the automobile industry,
electronics and home appliance industry) for consumer responsibility.
Bycast leather is made from a
split hide of leather (a different layer of flesh than the initial top grain of
the animals flesh) that is coated with a layer of polyethylene. There are many
pros to a bycast product such as its very uniform surface being easy to
maintain (top grain leather is far more sensitive to upkeep as it is more of
the animal’s natural skin that you’re sitting on) and any defects that were in
the leather to begin with are masked during the manufacturing process. The cons
of this product include the reduced breathability of the material makeup and
possible issues with flex over time. This is why the damage that is being
reported by this consumer is the result of normal wear and tear. There is no
factory defect present and the consumers set has lived up to its expectations
in all reality, including the value of a $749.00 price point. We do sell top
grain leather products (that are displayed as so) and the price point on those
is considerably higher. The same goes for a top grain leather set that retails
for $2,000-3,000.00 at another business. The expected lifetime of the product
is longer due to its manufacturing process. Bycast leather products are not
isolated to Bobs Discount Furniture and we do pride ourselves on being able to
offer every level of value available in our industry to our full customer base.
Based on the complete review of
all facts within this case this is normally a no recourse situation for any
retailer. As Bobs Discount Furniture is a retailer that cares about our
customers beyond the level of our industry we have listed two options for
resolution that we feel are more than fair below.
Option #1:
We will provide our customer with
a 30% store credit based on the price that was paid for the sleeper sofa ($749)
and the matching ottoman ($199). The store credit can be used within any Bob’s
location towards the purchase of new furnishings (it does not have to be a
living room set) that will better meet this consumer’s life expectancy
parameters. We highly suggest that this consumer does not purchase a set made
up of bycast or bonded leather given their current disappointment with the set
they have. If the consumer is willing to accept the 30% store credit we will
offer to cover the cost of delivery for the new set they select from our
showroom and also cover the cost of removal and disposal for the current
sleeper and matching ottoman.
-Or-
Option #2:
We will provide our customer with
a 50% store credit based on the price that was paid for the sleeper sofa ($749)
and the matching ottoman ($199). The store credit can be used within any Bob’s
location towards the purchase of new furnishings (it does not have to be a
living room set) that will better meet this consumer’s life expectancy
parameters. We highly suggest that this consumer does not purchase a set made
up of bycast or bonded leather given their current disappointment with the set
they have. If the consumer would rather accept the 50% store credit, Bobs
Discount Furniture will not be responsible to remove the current sleeper
and matching ottoman from the customer’s home or cover the cost of delivery for
the new merchandise the customer selects.
The consumer can respond directly
to me via this channel if they would like to accept either of these generous
offers for resolution. Please ensure in doing that the consumer is aware that
they should clearly indicate what option they are selecting so that I
can create the appropriate paperwork and have our retail location follow up
with them as soon as possible.
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
We sincerely
apologize for the inconvenience and the frustration that has been caused to our
customer from multiple exchanges and product disappointments.
I have
placed two options for resolution below and ask that the customer respond to us
thru this...
Revdex.com channel in writing as to what option they would like to have
processed to resolve their concern.
Should the
customer not respond before the Revdex.com closes the claim as ‘assumed resolved’ (30
days) these options will no longer be
considered active offers for resolution.
Option
#1:
We will
remove the current ‘[redacted]’ sectional ([redacted]) from the
customer’s home and provide a monetary refund for the amount the customer paid
on the sectional, [redacted], sales
tax, and delivery. Should the customer
accept this option we will contact the customer to schedule a pick up of the
merchandise and the monetary refund will be processed back to the customer
after the merchandise has been returned to our warehouse.
-Or-
Option #2:
We will
issue the customer’s original method of payment a monetary refund for the [redacted] ($99.99) and a 30% discount off the purchase price of the
merchandise ($239.70). Should the customer accept this option there will be no
continued warranty coverage on the merchandise or responsibility for
repair/replacement thru Bobs Discount Furniture. The customer will be agreeing
to keep the merchandise as is.
We look
forward to hearing back from the customer via this Revdex.com channel so that we can
help them move forward and resolve their concern.
Complaint:[redacted]
I am rejecting this response because:
You: We
are truly very sorry that we are unable to honor the request to take back the [redacted] bed bases for a monetary refund
Me: Are
you the final authority on this decision? I was told that I could return both
pieces by the sales staff at the storeThese folks are the face of Bob's to
your customers and Bob's should honor what they advertiseAdditionally, from
my perspective and interpretation of your policy I should be issued a refund
for the full purchase priceI understand that your opinion is differentI
have asked others to read your policy and every one of them have thought they
could get a full refund if unhappy after daysTherefore, your assertion
that the policy is clear is just not trueObviously, there is something wrong
if several intelligent people read it and do not understand that they can only get
a refund for half of their purchase
You: Again,
addressing this from a logical standpoint the customer has stated to our
business that the current mattress is not comfortable, reselecting to a
different mattress would solve this comfort concern completely and that is not
something the consumer is even willing to consider via this mediation channel
Me: I'm
not sure why you say thisWe did consider reselection and there was nothing
betterWe even looked at other vendor's productsNothing was satisfactoryAs
such, we opted for the refund option
You: The
customer has no reported defect with the[redacted] bob bed bases and these bases
(a.k.aas foundations) can be used with any non innerspring mattress from any
retailer
Me: These
foundations specifically call for two XL twin mattresses to allow for the
independent movement of the sidesAdditionally, you point out that they must
be non-innerspring mattressesThese two requirements are the crux of our
comfort issuesThe non-innerspring mattress was too hard, even though we got
the plush versionAdditionally, the gap between the two sides is too large and
the mattresses slide apart if someone happens to roll on top of itObviously,
this is a comfort issueI would even say this is a safety and health concern
You: While
we will absolutely address the coaching concern the customer has alleged occurred
during her time of sale, we cannot offer resolutions based off of the consumers
perception of what occurred as we were not part of that transactionWe will
investigate further however having been a sales professional myself for many
years I understand that the time of sale is a very exciting time for the
customer and multiple pieces of important information that is clearly presented
can be lost within this excitement
Me: I did
not misunderstand the sales staff at the storeThere was nothing lost in
translationThere were two other people with me at the time of purchase that
can verify that the sales staff specifically stated we could return the whole
thing if we were not satisfiedThe context of the conversation was when we
were discussing the split mattress configurationThe store did not have any
split configurations on the floor to try and made sure that we understood that
I could trade or return the whole thing if not happy
You: We
still believe the expressed agreements presented to be clear and concise as an
electrical component that moves a mattress up and down is not and could never
be the mattress itselfPlease also note that while the customer purchased a
"package article" each component of the "package article" has its own
identifying inventory article number making these separate from one anotherI
have included a ‘Print Screen' of the invoice associated with this transaction
and highlighted these facts for your review
Me: I still
maintain that the two items were sold as a "Mattress" item under a single
article itemThe prices listed in the showroom do not break it down as "mattress
and foundation"The pricing shown is the full price that was paidThe same is
true of your websiteI just checked
You: As a
business we are more than willing to address the comfort concern with the
mattresses the customer has reported, as there are no mechanical issues that
have been deemed a defect by a factory trained technician and the [redacted] bob bed
bases have no bearing on the comfort of the mattresses we will not be offering
a return for refund on this merchandise
Me: While
I appreciate that your opinion is that the base does not affect the comfort of
the bed, there are many mattress industry experts that disagree with youOther
manufacturers put forth much effort on designing the perfect "foundation" for
their mattress sets, including[redacted], which is what your bed
is supposed to mimicInterestingly,[redacted] also has a trial period for
their products where you can return the bed if you do not like it and their
policy includes both the mattress and foundation
At this
point, I feel less than hopeful that we are going to reach a resolutionI will
not be satisfied unless I am refunded the full purchase price as advertised
Rather than continuing to argue, I'd like this issue to be escalated if
possible
Sincerely,
[redacted]
Good Afternoon Revdex.com,
In our previous communications we have made a valid effort
to apologize to this customer and we continue to apologize for this customer’s
overall disappointment and level of frustration.
Our records indicate that the merchandise in question
originally was successfully delivered to this customer on 10.14.2014.
We have tried to explain our position to this customer from
several different levels of our organization and we have made a strong and
clear effort to make this customer’s original concern and follow up concern
right. It is our responsibility as a business to provide this customer with the
merchandise they purchased; we have completed this responsibility as of now. Exceptions
were made with loaner furniture and the cost of delivering and removing that
loaner furniture from our shelves of new merchandise for sale (I assure you
this is not within our normal procedures to offer) and we are most certainly not seeking to be
viewed as a “victim’ in any case of a customer concern. The original delivery
fee charged is a separate charge from that of the merchandise itself and the
service we were contracted to do was fulfilled fully.
I do feel that Bobs Discount Furniture has made any failure
this customer feels was/is present right at this time. As an extreme courtesy I will agree to process
a refund of $75.00 to this customer as a further form of apology. Should the
customer seek to accept this offer please instruct them to contact our retail
location at their earliest convenience. The store’s lines are secure and as
this customer originally paid with a credit card we would need to be provided
the credit card number again to complete the processing of the refund.
Sincerely,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
Please pass on my sincerest apologies to [redacted] for the
aggravation that he has endured while seeking resolution and the part he paid
us for. We truly care about each and every one of our customers and acknowledge
that the failure on the vendor’s end in...
shipping time is our responsibility to
own.
We have placed the necessary paperwork into [redacted] records to schedule and even exchange of the damaged chair for a factory fresh model.
I have personally left [redacted] a message (on the ‘daytime’ number he provided
Revdex.com) this morning (10.07.2014) and as I wasn’t able to reach him directly, I asked
that he contact our Customer Care Office (###-###-####) to schedule an
exchange date for delivery.
Again we are very sorry and thank you for the opportunity
you provide us with to make our failures right,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
I called and spoke with[redacted] today (1.20.2015) and
apologized to her for all the concerns she has been experiencing with her
product from us. [redacted] has agreed to give us another chance to fully satisfy
her by returning to our showroom and selecting new...
merchandise.
[redacted]has been provided with my direct phone number should
she need any further assistance with her merchandise.
Thank you,
[redacted]
Bobs
Discount Furniture
[redacted]
Good Afternoon Revdex.com,
Please pass on my apologies to the customer as she states
she hasn’t received the processed gift card. The $100.00 Bobs Discount
Furniture Gift Card shows as being uploaded to our system as of 12.30.2014.
The customer can use this credit number to access these
funds within any Bobs Discount Furniture Showroom:[redacted].
The option of contacting our Customer Care office after the next
exchange remains available to the customer for a final review however as a
retailer we have apologized for the failures we have caused, have the
appropriate steps in place to make those failures right, and have already
provided two forms of further apology. As a representative of Bobs Discount
Furniture I believe in the resolutions completed and/or in place and the level
of compensation that has already been granted to this customer.
The Revdex.com offers an excellent mediation resource for a
consumer and business alike as both sides if the equation are publicly posted
and it would be wrong for any company to discourage a person from voicing their
opinions thru such an established channel.
Thank You,
[redacted]
Bobs
Discount Furniture
[redacted]
Good Morning Revdex.com,
We apologize for any disenchantment our customer is experiencing
with the product purchased from us.
We maintain that upon our review the concerns the customer
is implying are defects are natural characteristics of the marble (stone)
itself.
As an extreme...
courtesy the customer’s account shows that we
have already set both the kitchen island top and the cocktail table up for an
even exchange date of 3.21.2015. Should the items be delivered with similar or
the same characteristics we will be unable to offer further recourse on this
type of preference concern. There is a vast amount of public knowledge
available to reference for natural characteristics in this material makeup.
At this time we would consider this concern closed as our
business has provided a desired resolution.
Kindest Regards,
[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.
Sincerely,
[redacted]
Good Morning Revdex.com,
We apologize to our customer for any inconvenience the
concerns with their merchandise and/or protection plan is causing them to
experience at this time. The ‘[redacted]’ protection plan, as its name depicts,
offers coverage on most in home accidental damages and some...
mechanical concerns
after expiration of the factory defect warranty. The type of plan the customer purchased
is completely managed thru a third party company and not Bobs Discount
Furniture directly. We do provide a sales flyer at the time of sale indicating
this information and the sales invoice denotes the fact that Bobs Discount Furniture
only directly offers a one year guarantee against factory defects.
There are many facts to be considered from a business standpoint
within this customer’s scenario:
-The warranty through Bobs Discount Furniture expired on
3.24.2012. The customer has no coverage associated with this item thru Bobs
Discount Furniture and we have already made an effort to assist by covering the
cost of sending a technician to this customer’s home as a courtesy. This
attempted repair service was a courtesy from Bobs and not associated with the ‘[redacted]’ protection plan he purchased.
-The merchandise has been in the home for nearly 4 years and
we did not receive any report of factory defect concern from the customer
within the warranty period (or at all until now).
-Our technician did not report the concerns of mechanism
issues to be the result of a defect in the product’s workmanship. The
technician’s report indicates no defect present in workmanship and the concerns
present being caused by the amount of use the item has sustained in its
environment over the course of nearly four years. The technician’s report also
indicates more damage to be present on the arms of the item; these are also not
being determined defects in workmanship.
Bobs Discount Furniture truly wishes that we could resolve
every customers concern and we apologize that regretfully we have no further
recourse to offer relating to this customer’s concern. Should the customer wish
to initiate a claim under the protection plan they paid $99.99 for during their
sale they should get in touch with the[redacted] company directly at ###-###-#### (press #2 and wait to file a
new claim). As with any protection plan sold on automobiles, electronics,
and home appliances there are certain exclusions put in place to keep the plan
fair for all customers so we are unable to guarantee the outcome of a claim made
thru the[redacted] company.
Kindest Regards, [redacted]
Bobs Discount Furniture
[redacted]
Good Morning Revdex.com,
Please pass on our thank you to the customer for providing more information on the claim they are seeking resolution for. While we can certainly understand our customer’s frustrations with the denial result received to say the protection plan we offer is “fake” is just not an accurate depiction of the success hundreds of thousands of customers who have approved claims thru the Guardian company have experienced over the course of many years.
Like any other protection plan there are exclusions to the coverage and as Guardian is a third party company Bobs Discount Furniture in unable to take responsibility for how any consumer chooses to make their report or file a claim under their protection plan. We express via multiple documents at the time of purchase that Bobs directly offers a one year guarantee against factory defects on our products and the ‘Goof Proof’, as its name depicts, offers coverage for one time accidental occurrences through the Guardian company.
As the customer has indicated that the problem is with the ‘Arm’ on one of his ‘Arm chairs’, Bobs Discount Furniture is willing to offer to order and pay for a replacement part (new arm) for this ‘Arm Chair’ as a one time courtesy. We would of course need to be provided with more information such as – If one is facing the ‘Arm Chair’, is this left or right side facing arm of the chair?
Should the customer wish to accept our offer they can make us aware of what arm is exactly needed, the correct shipment address, and we will place the part order via the overseas manufacturer of this product. We estimate the ship time at 4-8 weeks to arrive to the customer once the order has been initiated.
Bobs Discount Furniture is regretfully unable to provide labor at no charge to the customer due to the fact that no direct protection plan or coverage remains active on this merchandise thru our company. Should the customer wish to pay us to install this new part we can provide this professional service (along with a 90 day guarantee on our workmanship) at a charge of $79.99 (+any state taxes) or the customer can find an alternate furniture repair service to make this installation for them on their own accord.
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 have been advised that it will take 5-7 business days after they pick up the mattress to post the refund to my credit card.
Sincerely,
[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this "Best Effort Service" is my best option. I should not have had to go through the Revdex.com to feel my needs matter. I'm a customer who paid for my merchandise and a warranty.Sincerely, [redacted]
Good Morning Revdex.com,
Please pass on our sincerest apologies for the inconvenience the multiple deliveries caused our customer. We can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after their concern has been...
resolved.
We further apologize for what the customer cites to have occurred during their visit with our store. As our Refund Policy depicts (on sales invoice) there is an option to have a refund applied back to any debit card provided the debit card can be presented. See policy below:
For any refund, except as otherwise noted, we will credit the same credit/debit card account on which you charged the original transaction, or we will mail you a refund check from our Corporate Offices within sixteen (16) days if you made your payment by cash, check, traveler’s check, or money order. For purchases made by debit, you will need to come into the store with your debit card to receive the credit or we will mail you a refund check from our Corporate Offices. We can only issue checks to the person(s) listed as the sold to party on the original sales order.
Bob’s prides itself on providing quality service and the best value product for the price. Our primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from us. We have resolved the original concern and delivered the customer the merchandise originally expected in good condition as of 2.26.2015. At this time any additional accommodation we feel adequate to offer to the customer is a form of our apology and at our internal discretion.
Normally we offer any additional apology in the form of a Bobs Discount Furniture Gift Card; our records do indicate that this customer has already been offered a $50.00 Bobs Discount Furniture Gift card from our company as a further form of apology.
While it is not normal procedure to so we do recognize that we have failed our customer and we are willing to make an exception in this case to work above our normal compensation guidelines and policies. Instead of the $50.00 Bobs Discount Furniture Gift Card we will offer to refund the customer’s original method of payment in the amount of $50.00 should they seek only a monetary amount as our form of apology for this concern.
We apologize to our customer again for any and all inconveniences the initial damaged product concern caused to his family and look forward to hearing back from him so that we can process the apology offer he chooses to accept.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:
Being a first time customer I would have thought that they would have made sure I was happy. To make this right I would like the unit fixed along with refunding the $80 I spent extra on these so called extras which is the main cause of all my frustrations in dealing with Bob's. I didn't really want the services from the beginning and all the frustration that has come with it. If this isn't an option then I would the unit taken back and all money refunded. I will not accept store credit as I will never deal with this company again due to the lack of care they show their customers and lack of professional support. I will bring legal action if I must.
Sincerely,[redacted]
Good Morning Revdex.com,
Please pass on our apologies to our customer for any and all inconveniences he has endured as a result of our failures during this purchase.
Our records indicate that as of 2.24.2015 this customer’s concern has been fully rectified directly through our Customer Care...
Offices, Customer Care Management Team.
At this time we would consider this concern resolved and apologize to our customer again.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
We apologize to our customer for the frustration and
disappointment they are experiencing from this concern.
We have reviewed the customer’s photos (2) with our Service
Technician Manager who has over 16 years of experience with our business. Our
technician’s are...
trained at factory level thoroughly to recognize a
manufacturing defect on multiple product types, their manager’s review of the
photo is an even higher level of consideration than a technician coming to the
customer’s residence. At this time we stand behind the original determination
of our Customer Care Supervisor ([redacted]) and are unable to offer further
recourse for this concern.
Regardless of the photo review there are also many other factors
to consider within this specific scenario and product type.
-Small fissures on stone product are considered a natural
characteristic of the merchandise. This is normal because it’s not a crack it’s
a vein that once carried minerals that was formed in the stone millions of
years ago. There are multitudes of public information available on a fissure
being a normal characteristic for stone products and many consumers’ do mistake
fissures for cracks.
-Bobs Discount Furniture provides product knowledge, such as
information about fissures in stone product in all of our showrooms so our
customer’s are fully educated on the product they are buying. We always remind
our customers that it is important to keep in mind that any manufactured stone
merchandise is a product of nature. While markings,
veining, pitting, and fissures are common, they do not affect the quality
of the piece. These characteristics are what makes each piece of granite
unique, and make it a ‘natural product’.
-Should the customer truly believe that this is a
crack and not a fissure then as a business we must turn our attention to the
cause of a crack in the stone after the customer has had possession for nearly
six and ½ months. A crack in stone does not appear on its own and force or
mishandling of the product is generally the cause of a crack within this type
of product. This damage was not reported to us until just now after we
delivered the item in May of 2014. The address provided to the Revdex.com differs from
the original delivery address we brought the item to, therefore there is also a
chance that this product was moved by the consumer or a third party moving
company and should there be a crack in the product now, Bobs Discount Furniture
cannot take ownership for a damage that occurred beyond our control.
Overall we do believe this marking is a fissure and
not a crack and apologize to our customer that we have no recourse to offer
them relating to this concern.
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Actually, I would like it noted that [redacted] was extremely helpful the day I spoke with her. She was one of the only consultants who understood my frustration and I actually do appreciate all that she tried to do for me that day. The only problem is that when I called back to say that I would like to speak with her again, I was told that no one by that name worked there. I am very grateful for what she was able to arrange but her fellow consultants were not so kind or helpful. I will stick with the loaner love seat until the delivery can be made but it is a frustrating situation all around.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
Please pass on my apologies to our
customer for the disappointment they are currently experiencing with this
product. I thank them for sending the photos over as we requested.
Our records indicate that this
sofa was delivered to our customer on 7.11.2012 and this concern was first
reported to us on 11.18.2014. At that point the Bobs Discount Furniture (1
year) Warranty had expired on the merchandise. The customer did purchase the
[redacted] protection plan which, as its name depicts, offers coverage against
accidental concerns causing damage to the furniture. When the plan was sold to
the customer in 2012 it did not grant an extension on the manufacturing 1 year
warranty offered through Bobs Discount Furniture and expressed on the original
sales receipt.
I have listed an extreme courtesy option below for
this customer’s account. We do try and offer a willingness to resolve our
customer’s concerns whenever possible; I have updated our customer’s account
with this one time courtesy option
for resolution.
Resolution Option:
We have provided our customer with
a store credit for the amount they paid us on their living room furniture &
[redacted] Protection Plan. The customer may use this store credit (within the
next two months exp. date: 2.10.2015) to reselect to another set. Should the
customer wish to have the new merchandise delivered to them it is fair and
adequate to expect that the customer be charged a new delivery fee at the time
of the new sale. We will offer to cover the cost of removing (and disposing
since we cannot re sell it) the current merchandise in the home.
The open credit number the
customer may provide to their new sales person is: [redacted].
The total amount of this credit
is: $2,197.99.
We sincerely hope that our
customer finds this option satisfactory and we apologize to them again for the length
of time they have had to spend on their furniture concerns.
Warm regards,
[redacted]
Bobs Discount Furniture
[redacted]
Good Morning Revdex.com,
Please pass on our apologies for the disappointment that our
customer is experiencing after owning this product for such a long period of
time. We absolutely stand behind the quality and value of our products. We
remain transparent and honest by always displaying in...
writing what materials
every one of our living room sets are manufactured from. We also provide our
customers with the clear parameters of our Goof Proof Protection plan at the
time of sale. I have included the sales floor line up sheet of this customer’s
set as well as the sales flyer sheet outlining what the expired Goof Proof Plan
offered coverage for on this product.
Per the original sales invoice number we have on file this
customer’s sleeper sofa was sold at a price of $749.00 (you will also see this
displayed on the attachment I have included). The Goof Proof Plan that was purchased
was intended for one time accidental damage coverage as outlined and is not
meant to cover the products normal wear and tear patterns based on its material
makeup. The direct Bobs Discount Furniture warranty expired on this plan in
2007.
This product is made of bycast leather and this was
displayed for our customers review at the time of purchase. As the first name
on this sales invoice differs from that of the customer filing a complaint and
six (6) full years have passed since the purchase date it will be very
difficult to determine who was actually present at the time of sale and what
literally transpired between our sales professional and the present consumer.
Based on the fact that this sleeper is made up of bycast
leather its material makeup has lived past its expected lifetime. There are
many facets of education available to the public regarding bycast leather and
its pros and cons. When making a purchase of this size there is a certain
expectation from any retailer (including that of the automobile industry,
electronics and home appliance industry) for consumer responsibility.
Bycast leather is made from a
split hide of leather (a different layer of flesh than the initial top grain of
the animals flesh) that is coated with a layer of polyethylene. There are many
pros to a bycast product such as its very uniform surface being easy to
maintain (top grain leather is far more sensitive to upkeep as it is more of
the animal’s natural skin that you’re sitting on) and any defects that were in
the leather to begin with are masked during the manufacturing process. The cons
of this product include the reduced breathability of the material makeup and
possible issues with flex over time. This is why the damage that is being
reported by this consumer is the result of normal wear and tear. There is no
factory defect present and the consumers set has lived up to its expectations
in all reality, including the value of a $749.00 price point. We do sell top
grain leather products (that are displayed as so) and the price point on those
is considerably higher. The same goes for a top grain leather set that retails
for $2,000-3,000.00 at another business. The expected lifetime of the product
is longer due to its manufacturing process. Bycast leather products are not
isolated to Bobs Discount Furniture and we do pride ourselves on being able to
offer every level of value available in our industry to our full customer base.
Based on the complete review of
all facts within this case this is normally a no recourse situation for any
retailer. As Bobs Discount Furniture is a retailer that cares about our
customers beyond the level of our industry we have listed two options for
resolution that we feel are more than fair below.
Option #1:
We will provide our customer with
a 30% store credit based on the price that was paid for the sleeper sofa ($749)
and the matching ottoman ($199). The store credit can be used within any Bob’s
location towards the purchase of new furnishings (it does not have to be a
living room set) that will better meet this consumer’s life expectancy
parameters. We highly suggest that this consumer does not purchase a set made
up of bycast or bonded leather given their current disappointment with the set
they have. If the consumer is willing to accept the 30% store credit we will
offer to cover the cost of delivery for the new set they select from our
showroom and also cover the cost of removal and disposal for the current
sleeper and matching ottoman.
-Or-
Option #2:
We will provide our customer with
a 50% store credit based on the price that was paid for the sleeper sofa ($749)
and the matching ottoman ($199). The store credit can be used within any Bob’s
location towards the purchase of new furnishings (it does not have to be a
living room set) that will better meet this consumer’s life expectancy
parameters. We highly suggest that this consumer does not purchase a set made
up of bycast or bonded leather given their current disappointment with the set
they have. If the consumer would rather accept the 50% store credit, Bobs
Discount Furniture will not be responsible to remove the current sleeper
and matching ottoman from the customer’s home or cover the cost of delivery for
the new merchandise the customer selects.
The consumer can respond directly
to me via this channel if they would like to accept either of these generous
offers for resolution. Please ensure in doing that the consumer is aware that
they should clearly indicate what option they are selecting so that I
can create the appropriate paperwork and have our retail location follow up
with them as soon as possible.
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
We sincerely
apologize for the inconvenience and the frustration that has been caused to our
customer from multiple exchanges and product disappointments.
I have
placed two options for resolution below and ask that the customer respond to us
thru this...
Revdex.com channel in writing as to what option they would like to have
processed to resolve their concern.
Should the
customer not respond before the Revdex.com closes the claim as ‘assumed resolved’ (30
days) these options will no longer be
considered active offers for resolution.
Option
#1:
We will
remove the current ‘[redacted]’ sectional ([redacted]) from the
customer’s home and provide a monetary refund for the amount the customer paid
on the sectional, [redacted], sales
tax, and delivery. Should the customer
accept this option we will contact the customer to schedule a pick up of the
merchandise and the monetary refund will be processed back to the customer
after the merchandise has been returned to our warehouse.
-Or-
Option #2:
We will
issue the customer’s original method of payment a monetary refund for the [redacted] ($99.99) and a 30% discount off the purchase price of the
merchandise ($239.70). Should the customer accept this option there will be no
continued warranty coverage on the merchandise or responsibility for
repair/replacement thru Bobs Discount Furniture. The customer will be agreeing
to keep the merchandise as is.
We look
forward to hearing back from the customer via this Revdex.com channel so that we can
help them move forward and resolve their concern.
Complaint:[redacted]
I am rejecting this response because:
You: We
are truly very sorry that we are unable to honor the request to take back the [redacted] bed bases for a monetary refund
Me: Are
you the final authority on this decision? I was told that I could return both
pieces by the sales staff at the storeThese folks are the face of Bob's to
your customers and Bob's should honor what they advertiseAdditionally, from
my perspective and interpretation of your policy I should be issued a refund
for the full purchase priceI understand that your opinion is differentI
have asked others to read your policy and every one of them have thought they
could get a full refund if unhappy after daysTherefore, your assertion
that the policy is clear is just not trueObviously, there is something wrong
if several intelligent people read it and do not understand that they can only get
a refund for half of their purchase
You: Again,
addressing this from a logical standpoint the customer has stated to our
business that the current mattress is not comfortable, reselecting to a
different mattress would solve this comfort concern completely and that is not
something the consumer is even willing to consider via this mediation channel
Me: I'm
not sure why you say thisWe did consider reselection and there was nothing
betterWe even looked at other vendor's productsNothing was satisfactoryAs
such, we opted for the refund option
You: The
customer has no reported defect with the[redacted] bob bed bases and these bases
(a.k.aas foundations) can be used with any non innerspring mattress from any
retailer
Me: These
foundations specifically call for two XL twin mattresses to allow for the
independent movement of the sidesAdditionally, you point out that they must
be non-innerspring mattressesThese two requirements are the crux of our
comfort issuesThe non-innerspring mattress was too hard, even though we got
the plush versionAdditionally, the gap between the two sides is too large and
the mattresses slide apart if someone happens to roll on top of itObviously,
this is a comfort issueI would even say this is a safety and health concern
You: While
we will absolutely address the coaching concern the customer has alleged occurred
during her time of sale, we cannot offer resolutions based off of the consumers
perception of what occurred as we were not part of that transactionWe will
investigate further however having been a sales professional myself for many
years I understand that the time of sale is a very exciting time for the
customer and multiple pieces of important information that is clearly presented
can be lost within this excitement
Me: I did
not misunderstand the sales staff at the storeThere was nothing lost in
translationThere were two other people with me at the time of purchase that
can verify that the sales staff specifically stated we could return the whole
thing if we were not satisfiedThe context of the conversation was when we
were discussing the split mattress configurationThe store did not have any
split configurations on the floor to try and made sure that we understood that
I could trade or return the whole thing if not happy
You: We
still believe the expressed agreements presented to be clear and concise as an
electrical component that moves a mattress up and down is not and could never
be the mattress itselfPlease also note that while the customer purchased a
"package article" each component of the "package article" has its own
identifying inventory article number making these separate from one anotherI
have included a ‘Print Screen' of the invoice associated with this transaction
and highlighted these facts for your review
Me: I still
maintain that the two items were sold as a "Mattress" item under a single
article itemThe prices listed in the showroom do not break it down as "mattress
and foundation"The pricing shown is the full price that was paidThe same is
true of your websiteI just checked
You: As a
business we are more than willing to address the comfort concern with the
mattresses the customer has reported, as there are no mechanical issues that
have been deemed a defect by a factory trained technician and the [redacted] bob bed
bases have no bearing on the comfort of the mattresses we will not be offering
a return for refund on this merchandise
Me: While
I appreciate that your opinion is that the base does not affect the comfort of
the bed, there are many mattress industry experts that disagree with youOther
manufacturers put forth much effort on designing the perfect "foundation" for
their mattress sets, including[redacted], which is what your bed
is supposed to mimicInterestingly,[redacted] also has a trial period for
their products where you can return the bed if you do not like it and their
policy includes both the mattress and foundation
At this
point, I feel less than hopeful that we are going to reach a resolutionI will
not be satisfied unless I am refunded the full purchase price as advertised
Rather than continuing to argue, I'd like this issue to be escalated if
possible
Sincerely,
[redacted]
Good Afternoon Revdex.com,
In our previous communications we have made a valid effort
to apologize to this customer and we continue to apologize for this customer’s
overall disappointment and level of frustration.
Our records indicate that the merchandise in question
originally was successfully delivered to this customer on 10.14.2014.
We have tried to explain our position to this customer from
several different levels of our organization and we have made a strong and
clear effort to make this customer’s original concern and follow up concern
right. It is our responsibility as a business to provide this customer with the
merchandise they purchased; we have completed this responsibility as of now. Exceptions
were made with loaner furniture and the cost of delivering and removing that
loaner furniture from our shelves of new merchandise for sale (I assure you
this is not within our normal procedures to offer) and we are most certainly not seeking to be
viewed as a “victim’ in any case of a customer concern. The original delivery
fee charged is a separate charge from that of the merchandise itself and the
service we were contracted to do was fulfilled fully.
I do feel that Bobs Discount Furniture has made any failure
this customer feels was/is present right at this time. As an extreme courtesy I will agree to process
a refund of $75.00 to this customer as a further form of apology. Should the
customer seek to accept this offer please instruct them to contact our retail
location at their earliest convenience. The store’s lines are secure and as
this customer originally paid with a credit card we would need to be provided
the credit card number again to complete the processing of the refund.
Sincerely,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
Please pass on my sincerest apologies to [redacted] for the
aggravation that he has endured while seeking resolution and the part he paid
us for. We truly care about each and every one of our customers and acknowledge
that the failure on the vendor’s end in...
shipping time is our responsibility to
own.
We have placed the necessary paperwork into [redacted] records to schedule and even exchange of the damaged chair for a factory fresh model.
I have personally left [redacted] a message (on the ‘daytime’ number he provided
Revdex.com) this morning (10.07.2014) and as I wasn’t able to reach him directly, I asked
that he contact our Customer Care Office (###-###-####) to schedule an
exchange date for delivery.
Again we are very sorry and thank you for the opportunity
you provide us with to make our failures right,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
I called and spoke with[redacted] today (1.20.2015) and
apologized to her for all the concerns she has been experiencing with her
product from us. [redacted] has agreed to give us another chance to fully satisfy
her by returning to our showroom and selecting new...
merchandise.
[redacted]has been provided with my direct phone number should
she need any further assistance with her merchandise.
Thank you,
[redacted]
Bobs
Discount Furniture
[redacted]
Good Afternoon Revdex.com,
Please pass on my apologies to the customer as she states
she hasn’t received the processed gift card. The $100.00 Bobs Discount
Furniture Gift Card shows as being uploaded to our system as of 12.30.2014.
The customer can use this credit number to access these
funds within any Bobs Discount Furniture Showroom:[redacted].
The option of contacting our Customer Care office after the next
exchange remains available to the customer for a final review however as a
retailer we have apologized for the failures we have caused, have the
appropriate steps in place to make those failures right, and have already
provided two forms of further apology. As a representative of Bobs Discount
Furniture I believe in the resolutions completed and/or in place and the level
of compensation that has already been granted to this customer.
The Revdex.com offers an excellent mediation resource for a
consumer and business alike as both sides if the equation are publicly posted
and it would be wrong for any company to discourage a person from voicing their
opinions thru such an established channel.
Thank You,
[redacted]
Bobs
Discount Furniture
[redacted]
Good Morning Revdex.com,
We apologize for any disenchantment our customer is experiencing
with the product purchased from us.
We maintain that upon our review the concerns the customer
is implying are defects are natural characteristics of the marble (stone)
itself.
As an extreme...
courtesy the customer’s account shows that we
have already set both the kitchen island top and the cocktail table up for an
even exchange date of 3.21.2015. Should the items be delivered with similar or
the same characteristics we will be unable to offer further recourse on this
type of preference concern. There is a vast amount of public knowledge
available to reference for natural characteristics in this material makeup.
At this time we would consider this concern closed as our
business has provided a desired resolution.
Kindest Regards,
[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.
Sincerely,
[redacted]
Good Morning Revdex.com,
We apologize to our customer for any inconvenience the
concerns with their merchandise and/or protection plan is causing them to
experience at this time. The ‘[redacted]’ protection plan, as its name depicts,
offers coverage on most in home accidental damages and some...
mechanical concerns
after expiration of the factory defect warranty. The type of plan the customer purchased
is completely managed thru a third party company and not Bobs Discount
Furniture directly. We do provide a sales flyer at the time of sale indicating
this information and the sales invoice denotes the fact that Bobs Discount Furniture
only directly offers a one year guarantee against factory defects.
There are many facts to be considered from a business standpoint
within this customer’s scenario:
-The warranty through Bobs Discount Furniture expired on
3.24.2012. The customer has no coverage associated with this item thru Bobs
Discount Furniture and we have already made an effort to assist by covering the
cost of sending a technician to this customer’s home as a courtesy. This
attempted repair service was a courtesy from Bobs and not associated with the ‘[redacted]’ protection plan he purchased.
-The merchandise has been in the home for nearly 4 years and
we did not receive any report of factory defect concern from the customer
within the warranty period (or at all until now).
-Our technician did not report the concerns of mechanism
issues to be the result of a defect in the product’s workmanship. The
technician’s report indicates no defect present in workmanship and the concerns
present being caused by the amount of use the item has sustained in its
environment over the course of nearly four years. The technician’s report also
indicates more damage to be present on the arms of the item; these are also not
being determined defects in workmanship.
Bobs Discount Furniture truly wishes that we could resolve
every customers concern and we apologize that regretfully we have no further
recourse to offer relating to this customer’s concern. Should the customer wish
to initiate a claim under the protection plan they paid $99.99 for during their
sale they should get in touch with the[redacted] company directly at ###-###-#### (press #2 and wait to file a
new claim). As with any protection plan sold on automobiles, electronics,
and home appliances there are certain exclusions put in place to keep the plan
fair for all customers so we are unable to guarantee the outcome of a claim made
thru the[redacted] company.
Kindest Regards, [redacted]
Bobs Discount Furniture
[redacted]
Good Morning Revdex.com,
Please pass on our thank you to the customer for providing more information on the claim they are seeking resolution for. While we can certainly understand our customer’s frustrations with the denial result received to say the protection plan we offer is “fake” is just not an accurate depiction of the success hundreds of thousands of customers who have approved claims thru the Guardian company have experienced over the course of many years.
Like any other protection plan there are exclusions to the coverage and as Guardian is a third party company Bobs Discount Furniture in unable to take responsibility for how any consumer chooses to make their report or file a claim under their protection plan. We express via multiple documents at the time of purchase that Bobs directly offers a one year guarantee against factory defects on our products and the ‘Goof Proof’, as its name depicts, offers coverage for one time accidental occurrences through the Guardian company.
As the customer has indicated that the problem is with the ‘Arm’ on one of his ‘Arm chairs’, Bobs Discount Furniture is willing to offer to order and pay for a replacement part (new arm) for this ‘Arm Chair’ as a one time courtesy. We would of course need to be provided with more information such as – If one is facing the ‘Arm Chair’, is this left or right side facing arm of the chair?
Should the customer wish to accept our offer they can make us aware of what arm is exactly needed, the correct shipment address, and we will place the part order via the overseas manufacturer of this product. We estimate the ship time at 4-8 weeks to arrive to the customer once the order has been initiated.
Bobs Discount Furniture is regretfully unable to provide labor at no charge to the customer due to the fact that no direct protection plan or coverage remains active on this merchandise thru our company. Should the customer wish to pay us to install this new part we can provide this professional service (along with a 90 day guarantee on our workmanship) at a charge of $79.99 (+any state taxes) or the customer can find an alternate furniture repair service to make this installation for them on their own accord.
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 have been advised that it will take 5-7 business days after they pick up the mattress to post the refund to my credit card.
Sincerely,
[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this "Best Effort Service" is my best option. I should not have had to go through the Revdex.com to feel my needs matter. I'm a customer who paid for my merchandise and a warranty.Sincerely, [redacted]
Good Morning Revdex.com,
Please pass on our sincerest apologies for the inconvenience the multiple deliveries caused our customer. We can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after their concern has been...
resolved.
We further apologize for what the customer cites to have occurred during their visit with our store. As our Refund Policy depicts (on sales invoice) there is an option to have a refund applied back to any debit card provided the debit card can be presented. See policy below:
For any refund, except as otherwise noted, we will credit the same credit/debit card account on which you charged the original transaction, or we will mail you a refund check from our Corporate Offices within sixteen (16) days if you made your payment by cash, check, traveler’s check, or money order. For purchases made by debit, you will need to come into the store with your debit card to receive the credit or we will mail you a refund check from our Corporate Offices. We can only issue checks to the person(s) listed as the sold to party on the original sales order.
Bob’s prides itself on providing quality service and the best value product for the price. Our primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from us. We have resolved the original concern and delivered the customer the merchandise originally expected in good condition as of 2.26.2015. At this time any additional accommodation we feel adequate to offer to the customer is a form of our apology and at our internal discretion.
Normally we offer any additional apology in the form of a Bobs Discount Furniture Gift Card; our records do indicate that this customer has already been offered a $50.00 Bobs Discount Furniture Gift card from our company as a further form of apology.
While it is not normal procedure to so we do recognize that we have failed our customer and we are willing to make an exception in this case to work above our normal compensation guidelines and policies. Instead of the $50.00 Bobs Discount Furniture Gift Card we will offer to refund the customer’s original method of payment in the amount of $50.00 should they seek only a monetary amount as our form of apology for this concern.
We apologize to our customer again for any and all inconveniences the initial damaged product concern caused to his family and look forward to hearing back from him so that we can process the apology offer he chooses to accept.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:
Being a first time customer I would have thought that they would have made sure I was happy. To make this right I would like the unit fixed along with refunding the $80 I spent extra on these so called extras which is the main cause of all my frustrations in dealing with Bob's. I didn't really want the services from the beginning and all the frustration that has come with it. If this isn't an option then I would the unit taken back and all money refunded. I will not accept store credit as I will never deal with this company again due to the lack of care they show their customers and lack of professional support. I will bring legal action if I must.
Sincerely,[redacted]