Good Afternoon Revdex.com,
Our offices are in receipt of this response as of (Friday) 2.20.2015 and we are responding thru your channel at the soonest possible time (Monday) 2.23.2015.
Our internal logs indicate that the delivery on 2.14.2015 was initially routed for a timeframe of 2:30pm -6:30pm. This was put on as the 15th stop on this delivery team’s run which means the merchandise was loaded to the very back of the truck. Merchandise for all customers before this customer’s stop would have been completely blocking any chance of an early morning delivery. We were asked to place the customer onto a timeframe after 4:00pm, we did the best we could to honor this request however the fact remains that there are events on the road that we cannot prevent. No business has complete control over events that occur beyond their control and we do express this to our customers as best we can. Cancelations, weather delays, longer assembly times, customer’s not at home, traffic, auto accidents, and many other measures can and will cause our delivery teams to arrive earlier or later than expected.
Our records indicate that the remaining merchandise was delivered successfully to this customer on 2.18.2015.
We again genuinely apologize for the inconvenience the multiple deliveries caused our customer. We can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after their concerns have been resolved.
Bob’s prides itself on providing quality service and the best value product for the price. Our primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from us. We have resolved the original concern(s) and delivered the customer the merchandise originally expected in good condition. At this time any additional accommodation we feel adequate to offer to the customer is a form of our apology and at our internal discretion.
We do not offer apology monetary amounts based off of any individual’s time and we are unable to offer a discount off of factory fresh product that stands in the home in good condition.
Normally we offer any type of additional apology in the form of a Bobs Discount Furniture Gift Card because as a business we understand the importance of earning our customer’s trust back and proving to our customer that delivery failures are not part of the normal daily operations that have helped us grow to be the 15th largest furniture retailer in the U.S. 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. I have included three offers for a further form of apology (below), please ask that the customer select the (1) option for apology that they would like to move forward with and we will process it accordingly. Any offer involving a refund being processed to the credit card used to make this purchase will require that our customer call or visit one of our retail locations to confirm their credit card number. We do not keep full credit card numbers on file for our customer’s protection.
Option #1:
We will provide our customer with a Bobs Discount Furniture Gift Card for $229.99 based off the delivery fee paid to us by this customer.
Or
Option #2:
We will provide our customer with a monetary refund of $115.00 (this would be refunded to the original credit card used for the payment) and a Bobs Discount Furniture Gift Card for $115.00. This offer is based off the delivery fee paid to us by this customer.
Or
Option #3:
We will provide our customer with a monetary refund amount of $175.00 based off a portion of the delivery fee paid to us by this customer.
Thank You,
Stephanie A. Gauthier
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
Please review the attached documentation I have included as
we did try and work directly with our customer. I apologize to [redacted] that she
find our offer to be unsatisfactory, given all facts within this case we are
all on board with this offer being the most fair and adequate offer we can
make. [redacted] has also chosen to involve a consumer affairs group in this matter
and this complaint has been reviewed by our Legal Liaison. Our original offer,
as indicated below, remains our final offer for accommodation from all levels
of our organization.
While we certainly care about our customers and resolving
their concerns, the fact remains that the damage present to [redacted]’s
merchandise is not reflective of the one time accident she is alleging occurred
to cause this damage. The damage on this merchandise, as seen in the attached
photos and statement from [redacted], is heavily excessive. [redacted] did not report
any accident to the [redacted] company therefore her claim was denied, the
accident she has provided us with just does not add up in relation to the photos.
We fully agree that a claim of this nature should remain as a denial under the
protection plan. We do hope you can see our position as a business because the
information provided is just not plausible.
Please keep in mind that this merchandise is over four years
old and as an extreme courtesy we did provide an offer for resolution. We will
not be negotiating further and our generous offer of providing a 50% store credit
(based off the original purchase price of the sectional at $799.00) remains on
the table for [redacted] to accept. This offer will expire as of 1.06.2015.
[redacted] is able to reach out to us by phone at ###-###-####
to accept this offer, through this established Revdex.com channel, or via the email address of our [redacted] she had previously been in communications with.
Sincerely,
[redacted]
Bobs Discount Furniture
[redacted]
Good Morning Revdex.com,
Please pass on our apologies to this customer for the
inconvenience their product is causing them.
I am unable to locate a Bobs Discount Furniture Account with
the information the customer has provided to you. In order to perform further
research and verify exactly...
what product type this consumer has I will need
knowledge of the correct account information.
Please ask that this consumer respond with at least one of
the following types of information:
-Telephone number listed on account
-First and Last name of the account holder
-Original delivery address of the merchandise
-Sales invoice number as depicted on the original sales
receipt
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Good Morning [redacted],
I am very sorry to learn of your disappointment with your
Goof Proof Plan and your merchandise. I tried to contact you by phone first prior
to sending this response and left you a message with my direct contact number
in the case you would prefer to speak about...
this concern with me by phone.
Our records
reflect that your living room set is made out of ‘Bonded Leather’ and our
technician determined that the affected item was ‘peeling’. This is considered
a ‘normal wear and tear’ occurrence in the industry and is not isolated to the
bonded leather products that Bobs Discount Furniture sells.
There are
multitudes of public information available to explain why and how bonded
leather products start to show these signs of natural wear. While I understand
your disappointment and the alleged information you cite to have been provided
by your sales person it is appropriate that I inform you that should you
continue to purchase bonded leather products occurrences of ‘peeling ‘will
continue to occur to your product as a result of this material makeup’s life
expectancy.
We always
place the material makeup of our living room product on the placard in front of
the furniture itself (I have included the document for your specific set). We also
always provide a sales flyer sheet to our customers regarding the general
outline of what is covered by the Goof Proof Plan. This sales flyer does
instruct the consumer to seek further information on the complete plan
documents for exclusions. As the specific plan you purchased in 2011 is not
managed directly by Bobs we would have no way of knowing that plan documents weren’t
sent to you and I apologize for the alleged failure of this on [redacted] end.
I have included a copy of terms and conditions associated with your plan for
your education.
Because we
are a company that cares about our customers and because you allege that our
sales professional sold you the plan under a false pretense we can offer to use
the plan you purchased and place a reselection credit into our system for both
the sofa and the loveseat from your living room set. This is actually more than
the plan would offer you in terms of replacement as the contract illustrates
they offer coverage per an affected item only. Should you choose to accept this
option we will go an extra step and offer to deliver your newly selected
merchandise to you at no charge. We will also take away and dispose of the
current merchandise you have in your home on the same date you schedule the
delivery of the new items. This resolution ensures that Bobs Discount Furniture
is placing you first as our customer and coming out of our own pockets to
absorb whatever dissatisfaction you are feeling. Since the Goof Proof Plan allows
for a one time replacement only, we would not credit you for monies paid
towards that plan as the promise you cite to have received at the time of sale
is being completely fulfilled.
I look
forward to hearing back from you as I am eager to help resolve your concern.
Kind
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon [redacted],
I
apologize for the lack of care and empathy that you cite to have received from
our Customer Care Office while seeking to resolve the concern with your
recliner. I further apologize that the part we ordered for you is taking so
long to ship to you; I assure you...
that we do not experience long delays on a regular
basis and we never meant to cause you more frustration or inconvenience.
The
protection plan you purchased through us covers you for five years of unlimited
part replacement and professional labor. Should you wish to have the item
replaced in lieu of accepting a service, or if a service isn’t going to rectify
the defect concern, your plan covers you for the cost a one time replacement.
We can offer to provide you with a reselection credit for the full amount you
paid for the sofa ($599) should you wish us to cancel the current part order.
Please understand that in accepting this option the parameters of your original
protection plan are considered fulfilled on this item.
Addressing
the recliner specifically as a business we are normally unable to offer
recourse on an item that is not experiencing any factory defect concern. We
agree that as a consumer you are owed recourse for the case of the defect
concern on your sofa and as you are not satisfied with the original recourse option
offered we worked to meet your demand by offering an alternate option for
recourse.
In an
extreme effort to provide you with satisfaction we can propose to provide you
with a store credit for 80% of the purchase price you paid us for the recliner ($499
X 80% = $399.20). Since this is an offer out of courtesy we can also provide a
credit for the monies you paid for the protection plan on the recliner
specifically ($69.99).
Another
benefit we can offer you is no new delivery fee on the newly selected
merchandise meaning, we will take away (covering the cost of disposing of) the
current merchandise in your home and pay to deliver the newly selected
merchandise on the same date at no cost to you.
In
Review our offer includes:
Full Store
Credit for the Sofa =$599 (Fulfilling the purpose of protection plan)
80%
Store Credit for the Recliner =$399.20
Partial
Store Credit for the Protection Plan =$69.99
Removal
of Old and Delivery of New Merchandise at zero cost to you.
Should
you wish to accept this offer and have the store credit entered for your use
please respond to this Revdex.com communication as ‘Satisfied’ and we will process the
credit and have our retail location reach out to you regarding the active
credit.
Kind
Regards,
[redacted]
Bobs Discount
Furniture
[redacted]
Complaint: [redacted]
I am rejecting this response because: Parts were to be shipped on Wednesday2/25/2015 via [redacted] and/or [redacted]. Was informed this morning that the packaged was lost in transit. A new motor is scheduled to be sent out today 2/27/2015 and due to arrive on 2/28/2015. This whole matter has been very frustrating to say the least. Although I must say that the service representative has been very professional. This matter seams to be never ending. We are still waiting for this matter to be resolved. Hoping that the motor being shipped is correct and that it will solve the problem.
Sincerely,
[redacted]
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have
caused this customer or his father during their overall experience with us.
Regretfully I am unable to locate any account information that matches
this consumer’s complaint within our internal...
records.
I have looked under the name, phone number, and addresses provided here
and find no records. We are more than willing to look into this claimant’s
concerns further however we first need to verify multiple points of occurrence
and merchandise prior to being able to respond directly through your mediation
channel.
Can you please ask the consumer to verify the invoice number (order
number) associated with their father’s purchase so that I can proceed in
assisting on this complaint further? They can locate this order number
via the sales receipt provided at the time of purchase.
If the invoice number is not readily available please ask if the
customer can provide the original delivery address for this merchandise or his
father’s name and phone number so that I can access these records.
We ask that the customer responds to us thru this Revdex.com channel so that your
efforts in excellent mediation assistance are not wasted.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
I have accepted a settlement from Bob's Discount Furniture. They said they are sending me a refund of $1099.00. The check should arrive in 7 to 10 days....I will let you know when the check arrives. They are picking up the mattress on Wednesday, March 18. Thank you for your prompt handling of this matter. Sincerely, [redacted]
Good Morning Revdex.com,
We consider this complaint closed as resolved as the
customer’s desired settlement request has fully been met. I personally
apologize for the frustration our customer has been through in seeking
resolution for this obvious concern. I further apologize for the...
lack of care
and empathy applied when she has tried several times to directly resolve this
with our business. Bobs Discount Furniture sees it fair and appropriate to work
above and beyond our written policies in this circumstance and provide our
customer and her father with the resolution sought. I have left a message for [redacted] on the phone number she provided to the Revdex.com asking that she contact us to
schedule the removal of this recliner.
We are unable to process any monetary refund until the
recliner is physically removed from our customer’s home and returned to our
distribution center. I have placed an expiration date on this refund credit for
11.30.2014 in the case that [redacted] father needs to continue to use the chair
while procuring another chair that better suits his needs. We most certainly do
not want to cause any more negative impact on our customer’s life than we
already have.
Thank you
for the opportunity to make this right,
[redacted]
Bobs
Discount Furniture
[redacted]
Hi [redacted],
I apologize that you feel so disappointed by our business
and for the product defect you experienced with your mattress.
In regards to the additional delivery fee you paid to have a
comfort reselection completed in 2011, this information would have been present
on your...
original sales invoice under our mattress satisfaction policy. This
document is commonly signed by the customer prior to leaving our retail
location. As our delivery fee’s are always charged separate from the cost of
merchandise we do maintain that it is a fair and adequate charge given the facts
that this mattress was being sent back (and couldn’t be resold by our business)
for a preference issue and we must pay out to have the new delivery take place.
I can certainly understand your frustration after our
delivery team insisted that your merchandise would not fit and as you allege,
you were able to get a similar set in with no issues. While I am glad that you
ended up saving some additional money on your new set I am so sorry that we
lost your business on this sale and inconvenienced you at all. It was surely
never our intention to disappoint you and we must trust the judgment of our
delivery team when it comes to the size and fit of merchandise into a home. In
complete honesty it does not benefit a team not to deliver merchandise they
have on their run. The majority of trucking companies compensate by completed
stops only. The delivery team is also responsible to maintain that merchandise
for the rest of their day (keeping it free from damage), off load it from their
box truck, and reload to a returns trailer before they are even allowed to go
home. In many cases the team isn’t getting back to their trucking company until
well beyond 8 hours on the road. Another factor to consider is that a delivery
team is personally monetarily responsible for any damage they cause to a
residence and/or merchandise during transit and placement. For these reasons
and more I assure our team’s do not routinely state that furniture won’t fit
properly if there is a chance it will make it into the home safe and sound as
expected.
Again I apologize that you had any defect concern with the
original mattress you purchased from us and as a business we followed through
on honoring that defect concern with an adequate resolution. This is the owed
responsibility of any retailer under warrantied defect circumstances. Per my
research the prices in mattresses did not change with the upgrade of the
gel layer. I show both inventory articles being priced at $1,099.00 when sold
on their own. You initially received a discount by buying the sleep set
(Mattress and Foundation) together and paid a cost of $1,021.88 for the
mattress. I can see if an error occurred on the sales person’s part in
initially charging you the retail price of the mattress (as that’s how it would
auto populate in our computer system) and offering you the new bed protector.
Our records indicate, as you have, that we were able to correct this sales
error prior to you leaving the store on 12.06.2014. Our records further
indicate this coaching concern has been addressed with/at our retail level. I
do feel it pertinent to educate you that it is always a benefit to purchase a
new bed protector with a new mattress, especially since our protectors have
been upgraded to full encasement style since 2011 and it renews the 10 year
warranty that comes from the protector company. Having purchased multiple new mattresses
myself in the past few years I have always seen it pertinent to buy a new
protector when I buy the new mattress. Viewing this scenario strictly from a
general consumer’s point of view I can certainly emphasize with your desire to
continue using your original protector.
If you were provided with paperwork at the time of sale
indicating that your assigned delivery date was 12.20.2014 it is very odd that
the delivery, for any reason would have been moved to a later date without
customer notification or request. A member of our personnel would have had to
physically change this date inside your order or a system glitch (I am not
aware of happening ever before) would have had to occur. We will continue to
research this anomaly with our tech group to determine the exact cause. As of
now we have corrected the concern to you and your mattress delivery is
scheduled to take place on 12.20.2014 as originally agreed upon.
Bob’s prides itself
on providing you quality service and the best value product for the price. Our
primary focus is on making it right so that you are satisfied with the product
that you have purchased from us. We currently have the delivery scheduled for 12.20.2014
to resolve your concern.
While it is not normal procedure to do so, I recognize that
we have caused you a great deal of inconvenience. For that reason, I will make
a note that once we have made everything right, we will review your account to
determine if further action should to be taken. Regretfully we are unable to
offer a further discount off of merchandise that will exist in your possession
in good condition.
Our delivery team is expected to call in your stop to our
Customer Care group prior to leaving your home tomorrow so at this time if you
still remain unsatisfied, we can perform the review and determine if a further
form of apology will be offered to you.
Kindest
Regards, [redacted]
Bobs
Discount Furniture
[redacted]
Good Morning Revdex.com,
Please pass
on our sincerest apologies for the disappointment our customer cites to be experiencing
with this product. We also send our best wishes to her and her children as I’m
sure this scenario came as quite a shock. While we acknowledge this consumer’s
concern and...
wish we could help further we remain regretful that we currently
have no recourse to offer relating to this concern.
I am unable
to find any bunk bed purchase with the information this customer has provided
thru this complaint, therefore I am not able to confirm the actual purchase or
what type of protection plan the customer is alleging to have obtained at the
time of sale.
Working off
of the information the customer has outlined here I can convey that in the year
of 2012 Bobs Discount Furniture offered a protection plan called ‘Goof Proof’.
As its name depicts the Goof Proof Protection Plan is designed to cover a
variety of accidental occurrences of damage. The sales flyer/trifold we provide
as well as the sales receipt expresses in writing that this coverage is honored
through a third party company called Guardian. Should this merchandise have
been delivered in 2012 as the customer outlines the factory defect warranty
thru our business directly would have expired in the year 2013 meaning there is
no coverage remaining to assist this consumer directly thru Bobs Discount
Furniture.
Again
assuming that the information is all correct as outlined in this complaint by
the consumer, if the consumer moved from the original address then the bunk bed
would have had to be disassembled from the address we delivered it to and reassembled
by someone other than Bobs Discount Furniture at the new address. As our
business was not present at either the disassembly or reassembly cites we are
not able to take responsibility for the current condition or structural
integrity of this bunk bed. I believe this is what our Customer Care Agent may
have been attempting to convey when communicating the fact of moving the bunk
bed affects our ability to directly assist in this individual scenario.
Bobs
Discount Furniture truly wishes that we could help every customer who has a
concern and we apologize again that we have no recourse to offer in this
specific scenario.
Kindest
Regards,
[redacted]
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Good Afternoon James,
I am so sorry to learn of the disappointment
you are experiencing with your ‘[redacted]’ espresso full size bed purchased from
us. Our records indicate that this bed was delivered to you on 01/26/2013 and
your first inquiry of concern came to us on 10/23/2014. The...
significance of these
dates indicates that your very first report of concern came to Bobs Discount
Furniture almost an entire year past the date your warranty through us expired.
As noted on your sales invoice Bobs Discount Furniture provides a one year
factory guarantee on new product. Any additional protection you may have
obtained during the time of sale in January of 2013 is not managed or honored
directly by Bobs Discount Furniture.
Because we are a company that cares about our
customers we paid for the repair service that took place at your residence on
10.28.2014. This initial repair was completed on a best effort basis only and
was not a part of any entitled guarantee period owed to you by our business. We
stand behind the quality and integrity of all our service technicians and are confident
that both gentlemen did their very best to help you with furniture that was
already past its guarantee period.
As an extreme one time courtesy we
will offer to provide you with a factory fresh model of this bed
(Headboard/Footboard/Rails & Slats). We will expect to remove the current
model you have in your possession on the same date we deliver and assemble the
factory fresh version.
Please contact our Customer Care
Office to schedule a date when you will have ‘all day availability’ to accept
this one time courtesy even exchange.
Customer Care is accessible at
###-###-####, Mon- Saturday 6:30a -8:00p.
Kindest Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Good Afternoon Revdex.com,
It looks like the consumer responded to our message on the same
day we sent it thru to you (3.04.2015). While we understand the customer’s
frustration and apologize again for any inconvenience the refund processing
time caused -a response on the same day to our message seems unproductive as I sincerely
indicated that this customer should give it until 3.06.2015 before checking in
again.
We received this message from you as of 3.19.2015, looking into
the account today (3.23.2015) our records show no new notes since our last
response on 3.04.2015. I believe at this point and given the fact that the
consumer has not reached out to us or you again the refund has been fully received
and processed.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
Our offices are in receipt of this response as of (Friday) 2.20.2015 and we are responding thru your channel at the soonest possible time (Monday) 2.23.2015.
Our internal logs indicate that the delivery on 2.14.2015 was initially routed for a timeframe of 2:30pm -6:30pm. This was put on as the 15th stop on this delivery team’s run which means the merchandise was loaded to the very back of the truck. Merchandise for all customers before this customer’s stop would have been completely blocking any chance of an early morning delivery. We were asked to place the customer onto a timeframe after 4:00pm, we did the best we could to honor this request however the fact remains that there are events on the road that we cannot prevent. No business has complete control over events that occur beyond their control and we do express this to our customers as best we can. Cancelations, weather delays, longer assembly times, customer’s not at home, traffic, auto accidents, and many other measures can and will cause our delivery teams to arrive earlier or later than expected.
Our records indicate that the remaining merchandise was delivered successfully to this customer on 2.18.2015.
We again genuinely apologize for the inconvenience the multiple deliveries caused our customer. We can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after their concerns have been resolved.
Bob’s prides itself on providing quality service and the best value product for the price. Our primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from us. We have resolved the original concern(s) and delivered the customer the merchandise originally expected in good condition. At this time any additional accommodation we feel adequate to offer to the customer is a form of our apology and at our internal discretion.
We do not offer apology monetary amounts based off of any individual’s time and we are unable to offer a discount off of factory fresh product that stands in the home in good condition.
Normally we offer any type of additional apology in the form of a Bobs Discount Furniture Gift Card because as a business we understand the importance of earning our customer’s trust back and proving to our customer that delivery failures are not part of the normal daily operations that have helped us grow to be the 15th largest furniture retailer in the U.S. 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. I have included three offers for a further form of apology (below), please ask that the customer select the (1) option for apology that they would like to move forward with and we will process it accordingly. Any offer involving a refund being processed to the credit card used to make this purchase will require that our customer call or visit one of our retail locations to confirm their credit card number. We do not keep full credit card numbers on file for our customer’s protection.
Option #1:
We will provide our customer with a Bobs Discount Furniture Gift Card for $229.99 based off the delivery fee paid to us by this customer.
Or
Option #2:
We will provide our customer with a monetary refund of $115.00 (this would be refunded to the original credit card used for the payment) and a Bobs Discount Furniture Gift Card for $115.00. This offer is based off the delivery fee paid to us by this customer.
Or
Option #3:
We will provide our customer with a monetary refund amount of $175.00 based off a portion of the delivery fee paid to us by this customer.
Thank You,
Stephanie A. Gauthier
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
Please review the attached documentation I have included as
we did try and work directly with our customer. I apologize to [redacted] that she
find our offer to be unsatisfactory, given all facts within this case we are
all on board with this offer being the most fair and adequate offer we can
make. [redacted] has also chosen to involve a consumer affairs group in this matter
and this complaint has been reviewed by our Legal Liaison. Our original offer,
as indicated below, remains our final offer for accommodation from all levels
of our organization.
While we certainly care about our customers and resolving
their concerns, the fact remains that the damage present to [redacted]’s
merchandise is not reflective of the one time accident she is alleging occurred
to cause this damage. The damage on this merchandise, as seen in the attached
photos and statement from [redacted], is heavily excessive. [redacted] did not report
any accident to the [redacted] company therefore her claim was denied, the
accident she has provided us with just does not add up in relation to the photos.
We fully agree that a claim of this nature should remain as a denial under the
protection plan. We do hope you can see our position as a business because the
information provided is just not plausible.
Please keep in mind that this merchandise is over four years
old and as an extreme courtesy we did provide an offer for resolution. We will
not be negotiating further and our generous offer of providing a 50% store credit
(based off the original purchase price of the sectional at $799.00) remains on
the table for [redacted] to accept. This offer will expire as of 1.06.2015.
[redacted] is able to reach out to us by phone at ###-###-####
to accept this offer, through this established Revdex.com channel, or via the email address of our [redacted] she had previously been in communications with.
Sincerely,
[redacted]
Bobs Discount Furniture
[redacted]
Good Morning Revdex.com,
Please pass on our apologies to this customer for the
inconvenience their product is causing them.
I am unable to locate a Bobs Discount Furniture Account with
the information the customer has provided to you. In order to perform further
research and verify exactly...
what product type this consumer has I will need
knowledge of the correct account information.
Please ask that this consumer respond with at least one of
the following types of information:
-Telephone number listed on account
-First and Last name of the account holder
-Original delivery address of the merchandise
-Sales invoice number as depicted on the original sales
receipt
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Good Morning [redacted],
I am very sorry to learn of your disappointment with your
Goof Proof Plan and your merchandise. I tried to contact you by phone first prior
to sending this response and left you a message with my direct contact number
in the case you would prefer to speak about...
this concern with me by phone.
Our records
reflect that your living room set is made out of ‘Bonded Leather’ and our
technician determined that the affected item was ‘peeling’. This is considered
a ‘normal wear and tear’ occurrence in the industry and is not isolated to the
bonded leather products that Bobs Discount Furniture sells.
There are
multitudes of public information available to explain why and how bonded
leather products start to show these signs of natural wear. While I understand
your disappointment and the alleged information you cite to have been provided
by your sales person it is appropriate that I inform you that should you
continue to purchase bonded leather products occurrences of ‘peeling ‘will
continue to occur to your product as a result of this material makeup’s life
expectancy.
We always
place the material makeup of our living room product on the placard in front of
the furniture itself (I have included the document for your specific set). We also
always provide a sales flyer sheet to our customers regarding the general
outline of what is covered by the Goof Proof Plan. This sales flyer does
instruct the consumer to seek further information on the complete plan
documents for exclusions. As the specific plan you purchased in 2011 is not
managed directly by Bobs we would have no way of knowing that plan documents weren’t
sent to you and I apologize for the alleged failure of this on [redacted] end.
I have included a copy of terms and conditions associated with your plan for
your education.
Because we
are a company that cares about our customers and because you allege that our
sales professional sold you the plan under a false pretense we can offer to use
the plan you purchased and place a reselection credit into our system for both
the sofa and the loveseat from your living room set. This is actually more than
the plan would offer you in terms of replacement as the contract illustrates
they offer coverage per an affected item only. Should you choose to accept this
option we will go an extra step and offer to deliver your newly selected
merchandise to you at no charge. We will also take away and dispose of the
current merchandise you have in your home on the same date you schedule the
delivery of the new items. This resolution ensures that Bobs Discount Furniture
is placing you first as our customer and coming out of our own pockets to
absorb whatever dissatisfaction you are feeling. Since the Goof Proof Plan allows
for a one time replacement only, we would not credit you for monies paid
towards that plan as the promise you cite to have received at the time of sale
is being completely fulfilled.
I look
forward to hearing back from you as I am eager to help resolve your concern.
Kind
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon [redacted],
I
apologize for the lack of care and empathy that you cite to have received from
our Customer Care Office while seeking to resolve the concern with your
recliner. I further apologize that the part we ordered for you is taking so
long to ship to you; I assure you...
that we do not experience long delays on a regular
basis and we never meant to cause you more frustration or inconvenience.
The
protection plan you purchased through us covers you for five years of unlimited
part replacement and professional labor. Should you wish to have the item
replaced in lieu of accepting a service, or if a service isn’t going to rectify
the defect concern, your plan covers you for the cost a one time replacement.
We can offer to provide you with a reselection credit for the full amount you
paid for the sofa ($599) should you wish us to cancel the current part order.
Please understand that in accepting this option the parameters of your original
protection plan are considered fulfilled on this item.
Addressing
the recliner specifically as a business we are normally unable to offer
recourse on an item that is not experiencing any factory defect concern. We
agree that as a consumer you are owed recourse for the case of the defect
concern on your sofa and as you are not satisfied with the original recourse option
offered we worked to meet your demand by offering an alternate option for
recourse.
In an
extreme effort to provide you with satisfaction we can propose to provide you
with a store credit for 80% of the purchase price you paid us for the recliner ($499
X 80% = $399.20). Since this is an offer out of courtesy we can also provide a
credit for the monies you paid for the protection plan on the recliner
specifically ($69.99).
Another
benefit we can offer you is no new delivery fee on the newly selected
merchandise meaning, we will take away (covering the cost of disposing of) the
current merchandise in your home and pay to deliver the newly selected
merchandise on the same date at no cost to you.
In
Review our offer includes:
Full Store
Credit for the Sofa =$599 (Fulfilling the purpose of protection plan)
80%
Store Credit for the Recliner =$399.20
Partial
Store Credit for the Protection Plan =$69.99
Removal
of Old and Delivery of New Merchandise at zero cost to you.
Should
you wish to accept this offer and have the store credit entered for your use
please respond to this Revdex.com communication as ‘Satisfied’ and we will process the
credit and have our retail location reach out to you regarding the active
credit.
Kind
Regards,
[redacted]
Bobs Discount
Furniture
[redacted]
Complaint: [redacted]
I am rejecting this response because: Parts were to be shipped on Wednesday2/25/2015 via [redacted] and/or [redacted]. Was informed this morning that the packaged was lost in transit. A new motor is scheduled to be sent out today 2/27/2015 and due to arrive on 2/28/2015. This whole matter has been very frustrating to say the least. Although I must say that the service representative has been very professional. This matter seams to be never ending. We are still waiting for this matter to be resolved. Hoping that the motor being shipped is correct and that it will solve the problem.
Sincerely,
[redacted]
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have
caused this customer or his father during their overall experience with us.
Regretfully I am unable to locate any account information that matches
this consumer’s complaint within our internal...
records.
I have looked under the name, phone number, and addresses provided here
and find no records. We are more than willing to look into this claimant’s
concerns further however we first need to verify multiple points of occurrence
and merchandise prior to being able to respond directly through your mediation
channel.
Can you please ask the consumer to verify the invoice number (order
number) associated with their father’s purchase so that I can proceed in
assisting on this complaint further? They can locate this order number
via the sales receipt provided at the time of purchase.
If the invoice number is not readily available please ask if the
customer can provide the original delivery address for this merchandise or his
father’s name and phone number so that I can access these records.
We ask that the customer responds to us thru this Revdex.com channel so that your
efforts in excellent mediation assistance are not wasted.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
I have accepted a settlement from Bob's Discount Furniture. They said they are sending me a refund of $1099.00. The check should arrive in 7 to 10 days....I will let you know when the check arrives. They are picking up the mattress on Wednesday, March 18. Thank you for your prompt handling of this matter. Sincerely, [redacted]
Good Morning Revdex.com,
We consider this complaint closed as resolved as the
customer’s desired settlement request has fully been met. I personally
apologize for the frustration our customer has been through in seeking
resolution for this obvious concern. I further apologize for the...
lack of care
and empathy applied when she has tried several times to directly resolve this
with our business. Bobs Discount Furniture sees it fair and appropriate to work
above and beyond our written policies in this circumstance and provide our
customer and her father with the resolution sought. I have left a message for [redacted] on the phone number she provided to the Revdex.com asking that she contact us to
schedule the removal of this recliner.
We are unable to process any monetary refund until the
recliner is physically removed from our customer’s home and returned to our
distribution center. I have placed an expiration date on this refund credit for
11.30.2014 in the case that [redacted] father needs to continue to use the chair
while procuring another chair that better suits his needs. We most certainly do
not want to cause any more negative impact on our customer’s life than we
already have.
Thank you
for the opportunity to make this right,
[redacted]
Bobs
Discount Furniture
[redacted]
Hi [redacted],
I apologize that you feel so disappointed by our business
and for the product defect you experienced with your mattress.
In regards to the additional delivery fee you paid to have a
comfort reselection completed in 2011, this information would have been present
on your...
original sales invoice under our mattress satisfaction policy. This
document is commonly signed by the customer prior to leaving our retail
location. As our delivery fee’s are always charged separate from the cost of
merchandise we do maintain that it is a fair and adequate charge given the facts
that this mattress was being sent back (and couldn’t be resold by our business)
for a preference issue and we must pay out to have the new delivery take place.
I can certainly understand your frustration after our
delivery team insisted that your merchandise would not fit and as you allege,
you were able to get a similar set in with no issues. While I am glad that you
ended up saving some additional money on your new set I am so sorry that we
lost your business on this sale and inconvenienced you at all. It was surely
never our intention to disappoint you and we must trust the judgment of our
delivery team when it comes to the size and fit of merchandise into a home. In
complete honesty it does not benefit a team not to deliver merchandise they
have on their run. The majority of trucking companies compensate by completed
stops only. The delivery team is also responsible to maintain that merchandise
for the rest of their day (keeping it free from damage), off load it from their
box truck, and reload to a returns trailer before they are even allowed to go
home. In many cases the team isn’t getting back to their trucking company until
well beyond 8 hours on the road. Another factor to consider is that a delivery
team is personally monetarily responsible for any damage they cause to a
residence and/or merchandise during transit and placement. For these reasons
and more I assure our team’s do not routinely state that furniture won’t fit
properly if there is a chance it will make it into the home safe and sound as
expected.
Again I apologize that you had any defect concern with the
original mattress you purchased from us and as a business we followed through
on honoring that defect concern with an adequate resolution. This is the owed
responsibility of any retailer under warrantied defect circumstances. Per my
research the prices in mattresses did not change with the upgrade of the
gel layer. I show both inventory articles being priced at $1,099.00 when sold
on their own. You initially received a discount by buying the sleep set
(Mattress and Foundation) together and paid a cost of $1,021.88 for the
mattress. I can see if an error occurred on the sales person’s part in
initially charging you the retail price of the mattress (as that’s how it would
auto populate in our computer system) and offering you the new bed protector.
Our records indicate, as you have, that we were able to correct this sales
error prior to you leaving the store on 12.06.2014. Our records further
indicate this coaching concern has been addressed with/at our retail level. I
do feel it pertinent to educate you that it is always a benefit to purchase a
new bed protector with a new mattress, especially since our protectors have
been upgraded to full encasement style since 2011 and it renews the 10 year
warranty that comes from the protector company. Having purchased multiple new mattresses
myself in the past few years I have always seen it pertinent to buy a new
protector when I buy the new mattress. Viewing this scenario strictly from a
general consumer’s point of view I can certainly emphasize with your desire to
continue using your original protector.
If you were provided with paperwork at the time of sale
indicating that your assigned delivery date was 12.20.2014 it is very odd that
the delivery, for any reason would have been moved to a later date without
customer notification or request. A member of our personnel would have had to
physically change this date inside your order or a system glitch (I am not
aware of happening ever before) would have had to occur. We will continue to
research this anomaly with our tech group to determine the exact cause. As of
now we have corrected the concern to you and your mattress delivery is
scheduled to take place on 12.20.2014 as originally agreed upon.
Bob’s prides itself
on providing you quality service and the best value product for the price. Our
primary focus is on making it right so that you are satisfied with the product
that you have purchased from us. We currently have the delivery scheduled for 12.20.2014
to resolve your concern.
While it is not normal procedure to do so, I recognize that
we have caused you a great deal of inconvenience. For that reason, I will make
a note that once we have made everything right, we will review your account to
determine if further action should to be taken. Regretfully we are unable to
offer a further discount off of merchandise that will exist in your possession
in good condition.
Our delivery team is expected to call in your stop to our
Customer Care group prior to leaving your home tomorrow so at this time if you
still remain unsatisfied, we can perform the review and determine if a further
form of apology will be offered to you.
Kindest
Regards, [redacted]
Bobs
Discount Furniture
[redacted]
Good Morning Revdex.com,
Please pass
on our sincerest apologies for the disappointment our customer cites to be experiencing
with this product. We also send our best wishes to her and her children as I’m
sure this scenario came as quite a shock. While we acknowledge this consumer’s
concern and...
wish we could help further we remain regretful that we currently
have no recourse to offer relating to this concern.
I am unable
to find any bunk bed purchase with the information this customer has provided
thru this complaint, therefore I am not able to confirm the actual purchase or
what type of protection plan the customer is alleging to have obtained at the
time of sale.
Working off
of the information the customer has outlined here I can convey that in the year
of 2012 Bobs Discount Furniture offered a protection plan called ‘Goof Proof’.
As its name depicts the Goof Proof Protection Plan is designed to cover a
variety of accidental occurrences of damage. The sales flyer/trifold we provide
as well as the sales receipt expresses in writing that this coverage is honored
through a third party company called Guardian. Should this merchandise have
been delivered in 2012 as the customer outlines the factory defect warranty
thru our business directly would have expired in the year 2013 meaning there is
no coverage remaining to assist this consumer directly thru Bobs Discount
Furniture.
Again
assuming that the information is all correct as outlined in this complaint by
the consumer, if the consumer moved from the original address then the bunk bed
would have had to be disassembled from the address we delivered it to and reassembled
by someone other than Bobs Discount Furniture at the new address. As our
business was not present at either the disassembly or reassembly cites we are
not able to take responsibility for the current condition or structural
integrity of this bunk bed. I believe this is what our Customer Care Agent may
have been attempting to convey when communicating the fact of moving the bunk
bed affects our ability to directly assist in this individual scenario.
Bobs
Discount Furniture truly wishes that we could help every customer who has a
concern and we apologize again that we have no recourse to offer in this
specific scenario.
Kindest
Regards,
[redacted]
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Good Afternoon James,
I am so sorry to learn of the disappointment
you are experiencing with your ‘[redacted]’ espresso full size bed purchased from
us. Our records indicate that this bed was delivered to you on 01/26/2013 and
your first inquiry of concern came to us on 10/23/2014. The...
significance of these
dates indicates that your very first report of concern came to Bobs Discount
Furniture almost an entire year past the date your warranty through us expired.
As noted on your sales invoice Bobs Discount Furniture provides a one year
factory guarantee on new product. Any additional protection you may have
obtained during the time of sale in January of 2013 is not managed or honored
directly by Bobs Discount Furniture.
Because we are a company that cares about our
customers we paid for the repair service that took place at your residence on
10.28.2014. This initial repair was completed on a best effort basis only and
was not a part of any entitled guarantee period owed to you by our business. We
stand behind the quality and integrity of all our service technicians and are confident
that both gentlemen did their very best to help you with furniture that was
already past its guarantee period.
As an extreme one time courtesy we
will offer to provide you with a factory fresh model of this bed
(Headboard/Footboard/Rails & Slats). We will expect to remove the current
model you have in your possession on the same date we deliver and assemble the
factory fresh version.
Please contact our Customer Care
Office to schedule a date when you will have ‘all day availability’ to accept
this one time courtesy even exchange.
Customer Care is accessible at
###-###-####, Mon- Saturday 6:30a -8:00p.
Kindest Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Good Afternoon Revdex.com,
It looks like the consumer responded to our message on the same
day we sent it thru to you (3.04.2015). While we understand the customer’s
frustration and apologize again for any inconvenience the refund processing
time caused -a response on the same day to our message seems unproductive as I sincerely
indicated that this customer should give it until 3.06.2015 before checking in
again.
We received this message from you as of 3.19.2015, looking into
the account today (3.23.2015) our records show no new notes since our last
response on 3.04.2015. I believe at this point and given the fact that the
consumer has not reached out to us or you again the refund has been fully received
and processed.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison