Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** *** ***
Good Morning Revdex.com,
We apologize for any and all
inconveniences we have caused our customer and look forward to the opportunity
to make this concern right
I have reached out to this
customer directly via phone this morning and provided my direct telephone
number on an answering
machine for their follow up
As this concern requires the
confirmation of specific details and dispatch of service technician and/or
delivery team I feel it is best that I communicate with this customer verbally
if at all possible
Sincerely,
*** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: ***
I am rejecting this response because:we did not receive any delivery today made arrangements to have someone home from 7am- for promised delivery*** was working today and I was leaving for a tripThe person gracious to be up on their day off to wait for a delivery that never cameMid morning *** got a call that footboard might not be on truck so that they could not deliver it today.but that they would call him backNo call ever came Where was the footboard? The person we had at our house didn't want to leave until we were sure no delivery comingWhen I reached my destination I called customer service was on hold separate occasions for greater than mins and disconnected twiceI was told that item was damagedIs this the same piece that was supposedly damaged Thursday?Why does the story range from it isn't on truck to it is damagedWho is lying? You have a very inefficient customer service phone service, very inept way of conducting businessI was told that delivery can not be until wed 2/which is what we were told last thursThis delay is totally unacceptable and twice you failed to provide a service you wre well paid in full forI spoke with ***'s permission to account manager named *** who reviewed this story and was also appalled by the failure to provide answers or the service that was paid for. She arranged for early Wednesday morning deliveryIf there is any further delay in this order we want you to come pick it up and give a full refund we will find a store that satisfies our needI also requested that item be checked for damage and accounted to a manager that it is on truck for deliveryNo more bogus storiesWhere are your quality controls.? Yes an error can be made once but rectify it in a timely manner don't make same mistake twice*** stated if order is to ***'s satisfaction on wed for him to call to discuss compensation for this progracted delayI don't think anyone would be happy to not have a bed to sleep in for this many nights
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Good Morning Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from usGuardian (Crypton is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount
of
approved claims through this third party companyOur customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries
We provide a general flyer at the
time of sale that very clearly indicates there are some exclusion(s) to the
protection plan and the document further encourages the consumer to read their
full plan documents for the list of exclusionsAs the manager of the plan,
Guardian is responsible for sending the consumer the plan documentsShould the
customer decide that they would like to review the complete plan documents as
the flyer suggests and they don’t have these documents, we assume (as any
retailer would) that the customer would then try and obtain said documents for
reviewHad we been made aware of the need for these terms and conditions we
most certainly would have provided them upon any requestAs it is not
typically a document we provide we literally have no way of knowing whether the
consumer has received the complete plan or not and we see no reason not to
trust that Guardian is continually sending these documents as many claims for
coverage are routinely approved
In this consumer’s specific case our records (at Bobs Discount
Furniture) cite that the customer conveyed to us that scratches occurred on a
table from “wiping it down”The act of wiping down a table is not considered
an accident as you are intentionally cleaning the table so if this is literally
how the occurrence was reported to Guardian and the table actually shows scratching
the denial result will not be able to be overturned as the report doesn’t
convey an accident or match the damages presentThe coverage terms and
conditions are fully being honored if the customer attempted to make a claim as
listed abovePlease note that a scratch in wood is not the same as a breakage
of wood, this can be determined on the difference in the definition of each
word alone
Like any other protection plan sold on automobiles, electronics,
or even home appliances terms and conditions must be adhered to and exclusions
apply in order to keep the plan fair for all consumers alikeShould the
customer wish to provide us with photos (via this Revdex.com channel) and an
accidental report that coincides with the evidence in the pictures we will look
into this claim further and see what, if anything, Bobs Discount Furniture is
able to offer directly to appease this individual’s demands
We look forward to receiving the requested information via this
Revdex.com Channel and will follow up accordingly after our review is completed
Good Afternoon***,
I am so sorry to learn of the disappointment you are
experiencing with your recently replaced left arm facing loveseatI assure you
that Bobs Discount Furniture cares very much to resolve our customer’s concerns
and views our valued customers as the most
important part of our business
Upon further review of your case an executive decision has
been made to provide you with a factory fresh, replacement left arm facing loveseat
Please contact our Customer Care Office at ###-###-####
(Mon- Sat 6:30a-8:00p) to schedule a date when we can bring you the factory
fresh replacement and take away the damaged merchandise you currently have in
your homeI have created the necessary paperwork for this exchange and
uploaded it to your account todayFor your records the internal order numbers
associated with this exchange are: *** and***
I apologize again for the time you have had to spend seeking
resolution to this concern and thank you for bringing the coaching concerns we
have to our attention
Kindest
Regards,
*** ***
Bobs
Discount Furniture
*** *** *** ***
Complaint: ***
I am rejecting this response because:
You cannot tell me what caused the damage!!! We have explained over and over again what happened to this couchIt was not a lb dog and I will not repeat this againAnd secondly your sales person at your store told me it covered dogs as wellI will also not accept the fact the this is wear and tear the couch is not even a month oldI will also not accept this answer because I tried to return the couch and get a refund already and was told that I would only get store credit I will only accept a full refund back to my card and that is all!!! I expect you as the company that sold me this insurance policy to speak to them and have my couch fixed if it is not fixed I expect a full refund to my card and that is all that I will acceptI do not do business with company's that don't stand by their word and what they tell you in the store and will never do business with your company again.You sell a policy and tell people lies in the store to sell them this policy and it is not okAnd the final reason I do not accept this response is because your sales person has told me over and over that *** is lying and they have to cover the damage so I expect you to honor this as I was told this by your sales person *** in the *** storeOnce again I will have my lawyer contact you if this matter is not resolved!!!!!
Sincerely,
*** ***
Good Afternoon Revdex.com,
We apologize for any frustration our customer is experiencing while using the Guardian Protection Plan they purchased at their time of sale
This customer’s concern is being handled as an open claim with the Guardian company directly and not Bobs Discount Furniture
Guardian Protection Products Incis a separate company from Bobs Discount Furniture and has a current open claim for this customer under claim # ***As of right now the customer’s claim indicates that it has been dispatched to a service technician and the customer only needs to schedule a date that works well for this service repairman to come to their home and resolve this concernShould the customer wish to schedule this service repairman so that their concern can be completely resolved we advise that they contact the company who is handling their claim (Guardian)Bobs Discount Furniture regretfully has no way of providing contact information for a service professional that we do not employ
We apologize again to the customer for any frustrations and the long hold times that the Guardian company may be experiencing in their call center at this timeGuardian can be reached via telephone at *** (Mon- Friday 8:30a -5:00p)
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison %
Good Morning Revdex.com,
We do apologize to our customer for the frustration that the
difference in lighting from our store to her home caused during the selection
of her productI also apologize that the customer perceived that our retail
location was taking direct responsibility for this
concern being their faultI
believe that our store employees were applying empathy to the customer’s
situation and it is common (in any of our stores and in our industry as a
whole) that the lighting in our showroom differs from that in any customer’s
homeAs a business we cannot be held responsible for the difference in color
variations from showroom to environment as we do not have full knowledge of
what the customer’s environment looks/acts likeSome of our showrooms have
large windows that the furniture is displayed in front of where natural light
comes into play and some homes have no natural light in the room the furniture
will be kept inThe list of possible variations goes on and on based on time
of day, type of lighting fixture/bulb, demographic, and many other factors
We did our customer a valid service by offering to take back
the merchandise that was delivered to her home.
Our records clearly indicate that we spoke with the customer’s daughter on
the original day of delivery and advised her that she could reject the
merchandise or accept it and reselectThe customer’s new delivery isn’t scheduled
to occur until therefore the customer does have full use of the set
she originally selected for several weeks on our dimeIt is also important to
realize that when the merchandise currently in the home travels back to us on a
return trailer (which has old bedding and other returns from customer’s home’s
on it) it will most likely not be in sellable condition
We certainly wouldn’t want to inconvenience the customer by
leaving them with no furniture to sit on so unless our drivers are instructed
to take the merchandise away it is always a benefit to the customer to leave
something behind for the use they were expecting to have fulfilled on that scheduled
dayOur drivers were not told to take the original set back on the truck with
them on
It is fair and adequate that we expect the customer to pay a
new delivery fee on the new merchandise she wanted deliveredWe have a
recorded call (which I have listed the transcripts of below) that indicates the
customer was aware of this occurrence when we created the reselection paperwork
for herOur company honors transparency as a core value and has always
maintained that delivery in itself is a separate service from the price of the
merchandiseThis is an honest statement , we provide the lowest price possible
on our merchandise everyday and continue to offer all customers the option of
taking delivery or picking up their merchandise themselvesShould the
customer want a delivery it is not unreasonable by any means to expect that a
charge be incurred for this serviceWe are willing to take a loss on the
current merchandise in the customer’s home as a way of being gracious and courteous
to our consumerWe stand behind the new delivery fee being charged as a fair expectation
given all facts of this scenario
Record of Call: 11/26/@ 1:PM
***- Agent:
“Now, there WILL be a new delivery fee on the *** piece
that you’ll have coming into the home”
Customer:
“Okay”
Leana- Agent:
“um, because there is merchandise in the home now”
Customer:
“Okay”
Customer:
“So, they’re going to switch it out, like, they will bring that..”
***- Agent:
“Mmm hmmmThey will go ahead and pick it up, for the sofa and the actual
loveseat
Customer:
“Alright”
Kind
regards,
*** ** ***
*** *** ***
Customer Care
Corporate Liaison
Good Morning Revdex.com,
I have responded to this customer via telephone today (2.12.2015)
and provided her with my sincere apologies on behalf of Bobs Discount
Furniture
We have provided our customer with a resolution that she agrees is
satisfactory and we thank you for providing us with
the opportunity to make our
failures right by our valued customers
At this time we consider this complaint closed as resolved and
look forward to satisfying our customer with new merchandise
Kind Regards,
***
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: ***I am rejecting this response because:
When I made my initial purchase the only thing that was given to me was a trifold of my receiptWhen this purchase was made it was not shared to me that Goof Proof was a third partyLike all purchases I made within different stores information like this was sharedI do not understand why it wash' heretI feel assumptions shouldn't be made and a retailer warranty should be given at the time of purchase- not when something goes wrong and it needs be fixed.
Before contacting Goof proofMy first phone call was to the ce number that was provided to me, I was not aware I had to call the store where I purchased my productThe customer care lady explained to me that the manufacturer's warranty was expired but I did have Goof Proof and she provided me with their phone numberHow can Goof Proof deny a claim in 4-mins of placing me on hold, that leads me to believe they aren't thoroughly looking into my caseFor example, if I didn't sit on my bed and just closed it back up and the bolts popped and metal bent is that my fault as well?? ..
I do not understand why NOW, sending "Best effort" service repair out is free of no charge when I was told I had to pay for my sleeper to be servicedIn my years, I have never seen bolts and metal bend and be repaired without it cracking in the process.
Sincerely,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
With the length of your first email and trying to read it and deal with issue once again while I was working today I did not see you say you were sending me a new chaise coverThis is all I wanted the entire timeAs to my level of aggression, if you had any idea the amount of time and energy I have wasted dealing with this issue you would understand completelyI really hope you are addressing the issue of your sales people correctly stating the facts of the insurance because I as told numerous statements by your staffAnd im percent telling you the truth when I tell you *** told me that I was being lied to by *** and they had to cover my claimYou should also from here on out not assume what happened and basically tell a customer they are a liar and that their animal caused the damageWe really did not appreciate this at all and this also added to my Ievel of aggression in my last email, I also do not appreciate the condescending nature of your email in general and putting things in bold letters and underlying themI am not a child nor do I feel like being treated like oneI appreciate you taking care of the issue finally but really wish it did not have to escalte to this point to finally get a resolutionYour company should really look into the policy you sell because it is a scam, *** has nothing but bad reviews on every site I could find including consumer affairs and I can tell you that personally I will never purchase anything from any company that sells their policiesI work in a luxury customer service enviroment and I can tell you the way this matter was handled would not be acceptable at my place of business and would be addressed and handled immediately! Once again we appreciate Bobs finally giving us a resolution to this matter
Sincerely,
*** ***
This is not acceptable to meThe cores that they sent and installed less than a week ago are already flatteningThis is not the first piece of furniture we bought from Bob's, and we have never been happy with the quality, but for a couch to break down this fast is unacceptableI need a full refund and fit then to pick up the couch as soon as possible
Complaint: ***I am rejecting this response because:Sincerely,*** ***
Good Morning Revdex.com,
I spoke with Mrs*** yesterday (11.18.2014) via phoneWe
apologize for any and all inconveniences we have caused during the multiple
delivery attempts Mrand Mrs*** have enduredMrs*** has my direct
phone number and I have made agreements to
follow up directly with her after
her upcoming delivery on
Thank You,
*** ***
Bobs Discount Furniture
*** *** *** ***
Complaint: ***
I am rejecting this response because:It's not just a scratchThere is a portion of the table that actually came offBob's actually has pictures of the damageThe top layer of the table inner corner came offIt came off unintentionally which too me is an accidentBottom line is the table was damagedSo either it was a manufacturing defect in the table or my cleaning damaged itWhat's the point of damage protection plan if it doesn't cover accidental damageThe rejection is I believe unfairwe denied your claim because " what you did should not have caused that damage" is basically what they are sayingSo basically I have a damaged tabled which nobody wants to repairI have attached the picture of the table so you can see the damage one more.
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI will take a new table
Sincerely,
*** ***
Good Afternoon ***,
I am
very sorry to learn of your disappointment with your *** *** *** PlanI
assure you that this plan is extremely valuable when used within the
appropriate guidelines that the plan denouncesAs Bobs Discount Furniture is a
separate company entirely we
do not have the authority to overturn ***’s
judgments on claimsI do apologize that the third party company who manages
this plan did not apply any care and empathy to your case when you initially
called and I further assure you that we are not seeking to pass your concern off
In a review of the *** records concerning this claim,
the claim is being reported as having happened during a move in between
residences and there is a large amount of damage associated with this claimIt
is reasonable for any business to assume that whether we are told so or not, a
moving company or a third party provider could have been involved in assisting
with this merchandise being moved and that company would then be liable for the
damages that occurred during the moveThis was also not caused by a one time
incident as you allege that several different items were damaged in various
places
Bobs Discount Furniture did not physically move this
merchandise nor was this damage within our control to preventThis “accident”
is most likely being viewed as several preventable occurrences by the *** company and at this time Bobs Discount Furniture agrees with this result of denial
you have incurred from the *** companyWith any protection plan sold on
automobiles, electronics, or home appliances there are exceptions to coverage
and the sales flyer we provide at the time of sale does depict that the full
plan guidelines should be reviewed thoroughly for exception information
Should you believe that the damages caused are repairable
you may contact us (###-###-####) to request a billable service at a charge of
$79.99(+tax) to your new addressI am so sorry that there was any damage
caused to your furniture while you were changing residences
Kind Regards,
*** **
Bobs Discount Furniture
*** *** *** ***
Complaint: ***I am rejecting this response because:I absolutely agree about the couchesI understand the policy and am thankful that you are providing a replacementI don't like being wasteful but if that's the agreement you have in place that's fineI do not agree with the dining tableI should be provided a new dining set, comparable to my old set, free of charge as I am with my sofaYou may take the table back as I do not desire to keep itWhat you are forcing me to do is to buy a new table, out of pocket minus the $credit, and use my old chairs, which will result in a mismatched setYou offered to allow me to purchase new chairs at a discounted rate but that is not fairI want a new comparable setIf you offered this table still, we would not even be having this discussion as I could replace the table and still have a matching setAll I want is a comparable non damaged dining set. Sincerely,*** ***
Good Afternoon Revdex.com,
We have spoken with *** twice from our Customer Care
OfficesWe called her once on Monday and we spoke with her again
today (10.24.2014) in regards to this concern
Our records reflect that this sectional was delivered on
We sent two
technician’s to this customer’s residence on 12/08/
as she reported having a concern with the cushions on this sectionalThe
technicians reported to us that they found no defects with this sectional while
in the home and tried to educate the customer on how to add stuffing to the
cushions should they loose resiliency due to useOur records reflect no
further contact from the customer to us over the course of the next three
years
During my call to the customer on the customer
disconnected the call out of what I assume was anger given the elevated tone
she selected to communicate with me inI was regretfully unable to get to the
point of offering the customer a courtesy best effort serviceShould the
customer wish, and the merchandise still be located at the original delivery
address, we are willing to send one of our technicians out to the home to
service the cushion concerns to the best of our abilityThis merchandise is
nearly three years beyond its manufacturing guarantee through Bobs Discount
Furniture and the customer did not purchase any additional warranty therefore
servicing the merchandise to the best of our ability will not make us liable
for the condition of the merchandise after the serviceWe strongly believe in
our technicians abilities to determine when an item is defective and when it is
experiencing wear and tearPlease consider that is completely
and should be expected that any cushion on any piece of furniture looses 20-30%
of its resiliency within the first year of useThis sectional has been in the
residence far beyond that year so a higher percentage of lost resiliency or
wear patterns should be expected and present
The customer alleges that the we display different
merchandise then what we actually deliver and I tried to assure the customer
that this is and I have followed up with our technician’s manager to
address this statementAnother point I was regretfully unable to communicate
to the customer during our call is that the sectional we currently sell and
advertise is an updated version of what was sold and advertised years ago
during her purchase periodThe updated sectional has the same look and style
to it; however it is manufactured by a completely different companyThe fact
that wear and tear occurs to anything you use combined with the fact
that this sectional has been updated since the customer’s purchase would be a
valid reason as to why the merchandise in the home looks different than what is
on our showroom floor years later
We are willing to offer the best effort service at no charge
and should the customer wish to accept it she is welcome to respond to us in
writing through this Revdex.com channel or contact our Customer Care Department at
###-###-#### (Mon-Sat 6:30am -8:00pm)
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Good Morning Revdex.com,
Please pass on our sincerest apologies for the concerns that
our customer has experienced with their merchandise purchased from Bobs
Discount Furniture and the lack of care/resolution they cite to have received
from our Customer Care Offices
Mold on any memory
foam mattress is related to the
environment the mattress is being kept in, there is a vast amount of public
knowledge available on this concern for all consumers alike to referenceAs a
business we will take the mattress away with the sleeper sofa as the sleeper
sofa itself has a manufacturing defect concern and the attempts to make this
right by our customer have continually failed
Upon an executive review of this concern it has been decided
that the best route to benefit our customer is to grant the monetary refund to
our customer for the merchandise, goof proof, and delivery charges remaining
from the original sales orderThe refund credits are actively open for our
customer within our system and can be fully processed back to the customer’s original
method of payment once the customer makes contact with their retail locationWe
advise that the customer make contact with their retail location within the
next five days so there is no chance of these open credits being voided for
lack of action
For the customer’s reference I have posted some directions
below for the remaining steps left to gain access to processing the refund:
o
Anytime after 10am and before 9pm Dial *** ***
o
Press the number one (1) on your keypad when you hear
Bobs voice
o
When the office person picks up explain that you are
calling to get a refund processed to your credit card and provide them these
order numbers: *** * ***
o
At that point they will take the credit card
information from you and complete the processing
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** *** ***
Good Morning Revdex.com,
We apologize for any and all
inconveniences we have caused our customer and look forward to the opportunity
to make this concern right
I have reached out to this
customer directly via phone this morning and provided my direct telephone
number on an answering
machine for their follow up
As this concern requires the
confirmation of specific details and dispatch of service technician and/or
delivery team I feel it is best that I communicate with this customer verbally
if at all possible
Sincerely,
*** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: ***
I am rejecting this response because:we did not receive any delivery today made arrangements to have someone home from 7am- for promised delivery*** was working today and I was leaving for a tripThe person gracious to be up on their day off to wait for a delivery that never cameMid morning *** got a call that footboard might not be on truck so that they could not deliver it today.but that they would call him backNo call ever came Where was the footboard? The person we had at our house didn't want to leave until we were sure no delivery comingWhen I reached my destination I called customer service was on hold separate occasions for greater than mins and disconnected twiceI was told that item was damagedIs this the same piece that was supposedly damaged Thursday?Why does the story range from it isn't on truck to it is damagedWho is lying? You have a very inefficient customer service phone service, very inept way of conducting businessI was told that delivery can not be until wed 2/which is what we were told last thursThis delay is totally unacceptable and twice you failed to provide a service you wre well paid in full forI spoke with ***'s permission to account manager named *** who reviewed this story and was also appalled by the failure to provide answers or the service that was paid for. She arranged for early Wednesday morning deliveryIf there is any further delay in this order we want you to come pick it up and give a full refund we will find a store that satisfies our needI also requested that item be checked for damage and accounted to a manager that it is on truck for deliveryNo more bogus storiesWhere are your quality controls.? Yes an error can be made once but rectify it in a timely manner don't make same mistake twice*** stated if order is to ***'s satisfaction on wed for him to call to discuss compensation for this progracted delayI don't think anyone would be happy to not have a bed to sleep in for this many nights
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Good Morning Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from usGuardian (Crypton is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount
of
approved claims through this third party companyOur customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries
We provide a general flyer at the
time of sale that very clearly indicates there are some exclusion(s) to the
protection plan and the document further encourages the consumer to read their
full plan documents for the list of exclusionsAs the manager of the plan,
Guardian is responsible for sending the consumer the plan documentsShould the
customer decide that they would like to review the complete plan documents as
the flyer suggests and they don’t have these documents, we assume (as any
retailer would) that the customer would then try and obtain said documents for
reviewHad we been made aware of the need for these terms and conditions we
most certainly would have provided them upon any requestAs it is not
typically a document we provide we literally have no way of knowing whether the
consumer has received the complete plan or not and we see no reason not to
trust that Guardian is continually sending these documents as many claims for
coverage are routinely approved
In this consumer’s specific case our records (at Bobs Discount
Furniture) cite that the customer conveyed to us that scratches occurred on a
table from “wiping it down”The act of wiping down a table is not considered
an accident as you are intentionally cleaning the table so if this is literally
how the occurrence was reported to Guardian and the table actually shows scratching
the denial result will not be able to be overturned as the report doesn’t
convey an accident or match the damages presentThe coverage terms and
conditions are fully being honored if the customer attempted to make a claim as
listed abovePlease note that a scratch in wood is not the same as a breakage
of wood, this can be determined on the difference in the definition of each
word alone
Like any other protection plan sold on automobiles, electronics,
or even home appliances terms and conditions must be adhered to and exclusions
apply in order to keep the plan fair for all consumers alikeShould the
customer wish to provide us with photos (via this Revdex.com channel) and an
accidental report that coincides with the evidence in the pictures we will look
into this claim further and see what, if anything, Bobs Discount Furniture is
able to offer directly to appease this individual’s demands
We look forward to receiving the requested information via this
Revdex.com Channel and will follow up accordingly after our review is completed
Good Afternoon***,
I am so sorry to learn of the disappointment you are
experiencing with your recently replaced left arm facing loveseatI assure you
that Bobs Discount Furniture cares very much to resolve our customer’s concerns
and views our valued customers as the most
important part of our business
Upon further review of your case an executive decision has
been made to provide you with a factory fresh, replacement left arm facing loveseat
Please contact our Customer Care Office at ###-###-####
(Mon- Sat 6:30a-8:00p) to schedule a date when we can bring you the factory
fresh replacement and take away the damaged merchandise you currently have in
your homeI have created the necessary paperwork for this exchange and
uploaded it to your account todayFor your records the internal order numbers
associated with this exchange are: *** and***
I apologize again for the time you have had to spend seeking
resolution to this concern and thank you for bringing the coaching concerns we
have to our attention
Kindest
Regards,
*** ***
Bobs
Discount Furniture
*** *** *** ***
Complaint: ***
I am rejecting this response because:
You cannot tell me what caused the damage!!! We have explained over and over again what happened to this couchIt was not a lb dog and I will not repeat this againAnd secondly your sales person at your store told me it covered dogs as wellI will also not accept the fact the this is wear and tear the couch is not even a month oldI will also not accept this answer because I tried to return the couch and get a refund already and was told that I would only get store credit I will only accept a full refund back to my card and that is all!!! I expect you as the company that sold me this insurance policy to speak to them and have my couch fixed if it is not fixed I expect a full refund to my card and that is all that I will acceptI do not do business with company's that don't stand by their word and what they tell you in the store and will never do business with your company again.You sell a policy and tell people lies in the store to sell them this policy and it is not okAnd the final reason I do not accept this response is because your sales person has told me over and over that *** is lying and they have to cover the damage so I expect you to honor this as I was told this by your sales person *** in the *** storeOnce again I will have my lawyer contact you if this matter is not resolved!!!!!
Sincerely,
*** ***
Good Afternoon Revdex.com,
We apologize for any frustration our customer is experiencing while using the Guardian Protection Plan they purchased at their time of sale
This customer’s concern is being handled as an open claim with the Guardian company directly and not Bobs Discount Furniture
Guardian Protection Products Incis a separate company from Bobs Discount Furniture and has a current open claim for this customer under claim # ***As of right now the customer’s claim indicates that it has been dispatched to a service technician and the customer only needs to schedule a date that works well for this service repairman to come to their home and resolve this concernShould the customer wish to schedule this service repairman so that their concern can be completely resolved we advise that they contact the company who is handling their claim (Guardian)Bobs Discount Furniture regretfully has no way of providing contact information for a service professional that we do not employ
We apologize again to the customer for any frustrations and the long hold times that the Guardian company may be experiencing in their call center at this timeGuardian can be reached via telephone at *** (Mon- Friday 8:30a -5:00p)
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison %
Good Morning Revdex.com,
We do apologize to our customer for the frustration that the
difference in lighting from our store to her home caused during the selection
of her productI also apologize that the customer perceived that our retail
location was taking direct responsibility for this
concern being their faultI
believe that our store employees were applying empathy to the customer’s
situation and it is common (in any of our stores and in our industry as a
whole) that the lighting in our showroom differs from that in any customer’s
homeAs a business we cannot be held responsible for the difference in color
variations from showroom to environment as we do not have full knowledge of
what the customer’s environment looks/acts likeSome of our showrooms have
large windows that the furniture is displayed in front of where natural light
comes into play and some homes have no natural light in the room the furniture
will be kept inThe list of possible variations goes on and on based on time
of day, type of lighting fixture/bulb, demographic, and many other factors
We did our customer a valid service by offering to take back
the merchandise that was delivered to her home.
Our records clearly indicate that we spoke with the customer’s daughter on
the original day of delivery and advised her that she could reject the
merchandise or accept it and reselectThe customer’s new delivery isn’t scheduled
to occur until therefore the customer does have full use of the set
she originally selected for several weeks on our dimeIt is also important to
realize that when the merchandise currently in the home travels back to us on a
return trailer (which has old bedding and other returns from customer’s home’s
on it) it will most likely not be in sellable condition
We certainly wouldn’t want to inconvenience the customer by
leaving them with no furniture to sit on so unless our drivers are instructed
to take the merchandise away it is always a benefit to the customer to leave
something behind for the use they were expecting to have fulfilled on that scheduled
dayOur drivers were not told to take the original set back on the truck with
them on
It is fair and adequate that we expect the customer to pay a
new delivery fee on the new merchandise she wanted deliveredWe have a
recorded call (which I have listed the transcripts of below) that indicates the
customer was aware of this occurrence when we created the reselection paperwork
for herOur company honors transparency as a core value and has always
maintained that delivery in itself is a separate service from the price of the
merchandiseThis is an honest statement , we provide the lowest price possible
on our merchandise everyday and continue to offer all customers the option of
taking delivery or picking up their merchandise themselvesShould the
customer want a delivery it is not unreasonable by any means to expect that a
charge be incurred for this serviceWe are willing to take a loss on the
current merchandise in the customer’s home as a way of being gracious and courteous
to our consumerWe stand behind the new delivery fee being charged as a fair expectation
given all facts of this scenario
Record of Call: 11/26/@ 1:PM
***- Agent:
“Now, there WILL be a new delivery fee on the *** piece
that you’ll have coming into the home”
Customer:
“Okay”
Leana- Agent:
“um, because there is merchandise in the home now”
Customer:
“Okay”
Customer:
“So, they’re going to switch it out, like, they will bring that..”
***- Agent:
“Mmm hmmmThey will go ahead and pick it up, for the sofa and the actual
loveseat
Customer:
“Alright”
Kind
regards,
*** ** ***
*** *** ***
Customer Care
Corporate Liaison
Good Morning Revdex.com,
I have responded to this customer via telephone today (2.12.2015)
and provided her with my sincere apologies on behalf of Bobs Discount
Furniture
We have provided our customer with a resolution that she agrees is
satisfactory and we thank you for providing us with
the opportunity to make our
failures right by our valued customers
At this time we consider this complaint closed as resolved and
look forward to satisfying our customer with new merchandise
Kind Regards,
***
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: ***I am rejecting this response because:
e number that was provided to me, I was not aware I had to call the store where I purchased my productThe customer care lady explained to me that the manufacturer's warranty was expired but I did have Goof Proof and she provided me with their phone numberHow can Goof Proof deny a claim in 4-mins of placing me on hold, that leads me to believe they aren't thoroughly looking into my caseFor example, if I didn't sit on my bed and just closed it back up and the bolts popped and metal bent is that my fault as well?? ..
When I made my initial purchase the only thing that was given to me was a trifold of my receiptWhen this purchase was made it was not shared to me that Goof Proof was a third partyLike all purchases I made within different stores information like this was sharedI do not understand why it wash' heretI feel assumptions shouldn't be made and a retailer warranty should be given at the time of purchase- not when something goes wrong and it needs be fixed.
Before contacting Goof proofMy first phone call was to the c
I do not understand why NOW, sending "Best effort" service repair out is free of no charge when I was told I had to pay for my sleeper to be servicedIn my years, I have never seen bolts and metal bend and be repaired without it cracking in the process.
Sincerely,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
With the length of your first email and trying to read it and deal with issue once again while I was working today I did not see you say you were sending me a new chaise coverThis is all I wanted the entire timeAs to my level of aggression, if you had any idea the amount of time and energy I have wasted dealing with this issue you would understand completelyI really hope you are addressing the issue of your sales people correctly stating the facts of the insurance because I as told numerous statements by your staffAnd im percent telling you the truth when I tell you *** told me that I was being lied to by *** and they had to cover my claimYou should also from here on out not assume what happened and basically tell a customer they are a liar and that their animal caused the damageWe really did not appreciate this at all and this also added to my Ievel of aggression in my last email, I also do not appreciate the condescending nature of your email in general and putting things in bold letters and underlying themI am not a child nor do I feel like being treated like oneI appreciate you taking care of the issue finally but really wish it did not have to escalte to this point to finally get a resolutionYour company should really look into the policy you sell because it is a scam, *** has nothing but bad reviews on every site I could find including consumer affairs and I can tell you that personally I will never purchase anything from any company that sells their policiesI work in a luxury customer service enviroment and I can tell you the way this matter was handled would not be acceptable at my place of business and would be addressed and handled immediately! Once again we appreciate Bobs finally giving us a resolution to this matter
Sincerely,
*** ***
This is not acceptable to meThe cores that they sent and installed less than a week ago are already flatteningThis is not the first piece of furniture we bought from Bob's, and we have never been happy with the quality, but for a couch to break down this fast is unacceptableI need a full refund and fit then to pick up the couch as soon as possible
Complaint: ***I am rejecting this response because:Sincerely,*** ***
Good Morning Revdex.com,
I spoke with Mrs*** yesterday (11.18.2014) via phoneWe
apologize for any and all inconveniences we have caused during the multiple
delivery attempts Mrand Mrs*** have enduredMrs*** has my direct
phone number and I have made agreements to
follow up directly with her after
her upcoming delivery on
Thank You,
*** ***
Bobs Discount Furniture
*** *** *** ***
Complaint: ***
I am rejecting this response because:It's not just a scratchThere is a portion of the table that actually came offBob's actually has pictures of the damageThe top layer of the table inner corner came offIt came off unintentionally which too me is an accidentBottom line is the table was damagedSo either it was a manufacturing defect in the table or my cleaning damaged itWhat's the point of damage protection plan if it doesn't cover accidental damageThe rejection is I believe unfairwe denied your claim because " what you did should not have caused that damage" is basically what they are sayingSo basically I have a damaged tabled which nobody wants to repairI have attached the picture of the table so you can see the damage one more.
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI will take a new table
Sincerely,
*** ***
Good Afternoon ***,
I am
very sorry to learn of your disappointment with your *** *** *** PlanI
assure you that this plan is extremely valuable when used within the
appropriate guidelines that the plan denouncesAs Bobs Discount Furniture is a
separate company entirely we
do not have the authority to overturn ***’s
judgments on claimsI do apologize that the third party company who manages
this plan did not apply any care and empathy to your case when you initially
called and I further assure you that we are not seeking to pass your concern off
In a review of the *** records concerning this claim,
the claim is being reported as having happened during a move in between
residences and there is a large amount of damage associated with this claimIt
is reasonable for any business to assume that whether we are told so or not, a
moving company or a third party provider could have been involved in assisting
with this merchandise being moved and that company would then be liable for the
damages that occurred during the moveThis was also not caused by a one time
incident as you allege that several different items were damaged in various
places
Bobs Discount Furniture did not physically move this
merchandise nor was this damage within our control to preventThis “accident”
is most likely being viewed as several preventable occurrences by the *** company and at this time Bobs Discount Furniture agrees with this result of denial
you have incurred from the *** companyWith any protection plan sold on
automobiles, electronics, or home appliances there are exceptions to coverage
and the sales flyer we provide at the time of sale does depict that the full
plan guidelines should be reviewed thoroughly for exception information
Should you believe that the damages caused are repairable
you may contact us (###-###-####) to request a billable service at a charge of
$79.99(+tax) to your new addressI am so sorry that there was any damage
caused to your furniture while you were changing residences
Kind Regards,
*** **
Bobs Discount Furniture
*** *** *** ***
Complaint: ***I am rejecting this response because:I absolutely agree about the couchesI understand the policy and am thankful that you are providing a replacementI don't like being wasteful but if that's the agreement you have in place that's fineI do not agree with the dining tableI should be provided a new dining set, comparable to my old set, free of charge as I am with my sofaYou may take the table back as I do not desire to keep itWhat you are forcing me to do is to buy a new table, out of pocket minus the $credit, and use my old chairs, which will result in a mismatched setYou offered to allow me to purchase new chairs at a discounted rate but that is not fairI want a new comparable setIf you offered this table still, we would not even be having this discussion as I could replace the table and still have a matching setAll I want is a comparable non damaged dining set. Sincerely,*** ***
Good Afternoon Revdex.com,
We have spoken with *** twice from our Customer Care
OfficesWe called her once on Monday and we spoke with her again
today (10.24.2014) in regards to this concern
Our records reflect that this sectional was delivered on
We sent two
technician’s to this customer’s residence on 12/08/
as she reported having a concern with the cushions on this sectionalThe
technicians reported to us that they found no defects with this sectional while
in the home and tried to educate the customer on how to add stuffing to the
cushions should they loose resiliency due to useOur records reflect no
further contact from the customer to us over the course of the next three
years
During my call to the customer on the customer
disconnected the call out of what I assume was anger given the elevated tone
she selected to communicate with me inI was regretfully unable to get to the
point of offering the customer a courtesy best effort serviceShould the
customer wish, and the merchandise still be located at the original delivery
address, we are willing to send one of our technicians out to the home to
service the cushion concerns to the best of our abilityThis merchandise is
nearly three years beyond its manufacturing guarantee through Bobs Discount
Furniture and the customer did not purchase any additional warranty therefore
servicing the merchandise to the best of our ability will not make us liable
for the condition of the merchandise after the serviceWe strongly believe in
our technicians abilities to determine when an item is defective and when it is
experiencing wear and tearPlease consider that is completely
and should be expected that any cushion on any piece of furniture looses 20-30%
of its resiliency within the first year of useThis sectional has been in the
residence far beyond that year so a higher percentage of lost resiliency or
wear patterns should be expected and present
The customer alleges that the we display different
merchandise then what we actually deliver and I tried to assure the customer
that this is and I have followed up with our technician’s manager to
address this statementAnother point I was regretfully unable to communicate
to the customer during our call is that the sectional we currently sell and
advertise is an updated version of what was sold and advertised years ago
during her purchase periodThe updated sectional has the same look and style
to it; however it is manufactured by a completely different companyThe fact
that wear and tear occurs to anything you use combined with the fact
that this sectional has been updated since the customer’s purchase would be a
valid reason as to why the merchandise in the home looks different than what is
on our showroom floor years later
We are willing to offer the best effort service at no charge
and should the customer wish to accept it she is welcome to respond to us in
writing through this Revdex.com channel or contact our Customer Care Department at
###-###-#### (Mon-Sat 6:30am -8:00pm)
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Good Morning Revdex.com,
Please pass on our sincerest apologies for the concerns that
our customer has experienced with their merchandise purchased from Bobs
Discount Furniture and the lack of care/resolution they cite to have received
from our Customer Care Offices
Mold on any memory
foam mattress is related to the
environment the mattress is being kept in, there is a vast amount of public
knowledge available on this concern for all consumers alike to referenceAs a
business we will take the mattress away with the sleeper sofa as the sleeper
sofa itself has a manufacturing defect concern and the attempts to make this
right by our customer have continually failed
Upon an executive review of this concern it has been decided
that the best route to benefit our customer is to grant the monetary refund to
our customer for the merchandise, goof proof, and delivery charges remaining
from the original sales orderThe refund credits are actively open for our
customer within our system and can be fully processed back to the customer’s original
method of payment once the customer makes contact with their retail locationWe
advise that the customer make contact with their retail location within the
next five days so there is no chance of these open credits being voided for
lack of action
For the customer’s reference I have posted some directions
below for the remaining steps left to gain access to processing the refund:
o
Anytime after 10am and before 9pm Dial *** ***
o
Press the number one (1) on your keypad when you hear
Bobs voice
o
When the office person picks up explain that you are
calling to get a refund processed to your credit card and provide them these
order numbers: *** * ***
o
At that point they will take the credit card
information from you and complete the processing
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison