Good Morning Revdex.com,
Please pass on our sincerest apologies for the frustration
our customer has endured during the multiple instances outlined of failure in
this complaint
Our records indicate that as of the customer’s
remaining refunds have been accurately and fully
processed from our systems
We thank our customer for bringing this concern to our escalated
attention so that we can address the obvious coaching concerns we have and
improve our business overall
Good Afternoon ***,
I do understand your disappointment in this this product’s wear pattern
over the course of many years within your residenceI stand behind the options
that we have set forth for you as fair and appropriate options of recourse for
your concern
The facts remain:
You are not experiencing a factory defect concern and the damage you
are reporting is reflective of the product’s nature after use has taken
place over an extended period of time
Your furniture is far beyond any warranty Bobs Discount Furniture granted
to you
Bobs Discount Furniture has offered you an extreme courtesy in this
situation and would truly appreciate your continued business should you wish to
accept either option for resolutionThis is a case where in all reality the
business is working above and beyond what is actually owed to our customer in
an effort to please youWe will upgrade the 50% credit offer (option #2) to
include the coverage of the cost of a new delivery fee and removal of the
current merchandise as our final offer for resolution and in
doing this we have come more than halfway to your advantage (in a typical no
recourse situation) as in most cases the delivery fee average is $100.00-
I apologize that you remain so dissatisfied to date and hope that you
can understand our position as a business while we work to balance the wants of
our customer with the needs of business
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID***, and pending I receive my furniture on I find that this resolution is satisfactory to me
Sincerely,
***
Complaint: ***
I am rejecting this response because:
You are correct...monetary funds were not exchanged-BUT..your company made me miss hours at my job-which I had to leave early only to have your company not show up on the day specified-nor call...therefore I am out money Now I have to take more hours off from work on 10-31-in order to be at my home for the pick up of the merchandise Which at this time I can't afford to take off time..so YES I do believe you owe me more then a gift card.
Sincerely,
*** ***
Good Morning Revdex.com,
I have reviewed this account per our records and the records
that *** (*** *** Company) has regarding this customer’s reportAt
this time I am perplexed as to what happened to this table to cause the damage
that actually exists and would need an
accurate report from the customer in
order to move forward in trying to assist with this claim
I have included the photos that our technician took from the
home for your review and these pictures do not match up with what the customer
has reported to ***I have included the report that ***’s records
show on the same document that includes the photosI do not see any shattered
glass as depicted in the information told to ***
To the best of my professional knowledge and basing my
determination off our technician’s findings, something occurred in the home to
cause the damage to the very top portion of the base, now not allowing the
glass table top to rest upon it properly
The customer has had this table for nearly a year and a half
and at this time we stand behind our technicians report that the top of the
base separating from its original state is not a manufacturing defectWhile it
is inappropriate for me to assume what may have taken place to cause this
damage I do ask that the customer provide me with an account of what actually
transpired*** *** *** is for accidental damages that occur in the
home, the customer is currently being denied by *** because he isn’t reporting
any accident that occurred nor does his report align with the photographic
evidence we have from our technician’s visit on
I will be happy to look into possible options for resolution
should I be provided with an accidental occurrence that caused the damage
present in the photosAt this time I await the customer’s response with this
information
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Good Afternoon Revdex.com,
Please pass on our sincerest apologies for the inconvenience the multiple deliveries and lack of initial delivery service continues to cause our customerWe 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 resolvedBob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from usAs the retailer we have taken full responsibility for the alleged occurrences reported to us from and offered the customer a further form of apology as outlined in this complaintOn we kept our customer as informed as we were on the status of the pending deliveryAs a retailer we regretfully cannot force a trucking company that we partner with to send out their employees and their delivery trucks in conditions that could cause extreme harm to their employees or others on the roadWe are truly very sorry that we were unable to deliver to this customer on 2.17.2015, had the event preventing us from delivering (weather) been at all within our control I’m confident that this scenario would have turned out differently
Our records indicate that while we were unable to deliver to this customer due to events beyond our control on we made great exceptions and were able to hold this customer’s merchandise at a trucking location to deliver on (Sat)We worked at full capacity to get this customer their merchandise as soon as possible and added this delivery to an existing run on ensuring that we were placing this customer’s needs above others
We have continued as a business to address this individual’s concerns the moment they are presented to us and work out of our guidelines because we realize the level of dissatisfaction this consumer is emulating as a result of these failures
At this time we are looking forward to completely resolving this customer’s concern on We are unable to offer apology amounts off of any individual’s time and for observable reasons we are unable to offer a discount off factory fresh product that stands in good condition in a customer’s home Should the customer still be seeking a further apology amount from us they will be able to speak with our Customer Care Office prior to the delivery team leaving their residence on We will review the account and already processed compensation at that time and determine what, if anything, further we are able to offerKindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** * ***
Good Morning ***,
My sincerest apologies that you haven’t received the follow
up your claim rightfully deserves from our companyI assure you that resolving
our customers concerns is extremely important to usI have placed two options
below for your review and you may respond
to me directly through this channelAs
I am unable to view the photos you sent and won’t dare to ask you to spend any
more of your own time on getting this resolved I am uncertain if the damage is
repairable and have listed options for exchange or discount
Option 1:
Our records indicate there is a ‘Property Manager’ named ‘***’
on site for receipt of a deliveryWe can offer to replace the affected item
with a factory fresh version and select a date that is most convenient for you
and/or your Property Manager to accept this exchange
-Or-
Option 2:
It is certainly not within our practices to deliver
damaged merchandise and then throw empty monetary amounts at our customers for
resolution as we truly would prefer to get you the product we guaranteed you in
good conditionIt is my understanding that after reviewing your concern in
full it may be the avenue you see fit so I will make monetary offers of further
discount off the affected item
We are unable to honor any remaining warranty after a
product has been further discounted (off of our already discounted retail
price) past 20%Please see below for the sub offers of Option 2:
Option 2A: Your manufacturer
warranty through Bobs (Years) remains in tact and we provide you with a 20%
refund based off the monetary amount you paid for the affected itemWe will
not offer service for the damages you are receiving the discount forFuture
services can be offered within the guidelines of your warranty
-Or-
Option 2B: Your manufacturer
warranty through Bobs (Years) is voided and we provide you with a 30% refund
based off the monetary amount you paid for the affected itemWith this
scenario we will also provide a partial refund on the price paid for the ‘*** ***’ plan (based off the affected item now being considered a clearance piece
because of the actual price it is being sold to you at)Future services will
not be offered on this specific item for any reason as there will be no
warranty coverage at all
Our records indicate that your refund of $was
processed back to your original method of payment on at 11:07amOur
system shows an authorization number of *** and I would suggest you
provide your bank with this number if they have not fully processed the refund
to the card as of yetAs our system indicates no issues with this refund being
made I would not expect that you would have received a specific follow up for
this compensation transactionI apologize if there was any confusion set forth
on our end that you would be receiving follow up on the refund transactionYou
absolutely should have been called by us for follow up on the product concern
and I further apologize that you had to escalate your concern so highly in
order to get it properly recognizedThank you for so blatantly pointing out
our failures so that we can improve our overall businessI look forward to
your response through this public channel letting me know how you would like to
proceed as I am eager to help you resolve your concernIf you are accepting an
option please ensure it is explicitly clear what option you are
satisfied with so that I can create the paperwork and have our offices follow
up with you in the most efficient manner
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
I apologize to our customer they still remain so dissatisfied
As outlined in our previous response, we did more than just refund
the delivery fee to initially accommodate this customer’s concernAs the third
party in this instance we worked above our procedures to honor the
customer’s side of the story to the best of our ability
Bob’s prides itself on providing quality service and the best value
product for the priceOur primary focus is on making any failure we may have
caused right so that our customer is satisfied with the product that they have
purchased from usWe have currently have resolved the customer’s original
concern by delivering them the merchandise they purchasedIn addition to
delivering their merchandise and fulfilling our original agreement, we then
produced a monetary refund as a further form of apology
We are regretfully unable to offer a further discount off of factory
fresh product that exists in the home in good condition and we
respectfully feel that this concern has
been made fully right on our end as a retailerWe do hope the customer can
understand our position as a business and we apologize again for any
inconvenience that was endured during their delivery experience
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Good Afternoon Revdex.com,
We apologize to our customer for any and all inconveniences that the
concern with her merchandise has caused herAt this time our records indicate
that while the customer is outside of her direct warranty through Bobs Discount
Furniture we did provide a service for a
seating concern while she was within warranty
For this reason we will honor offering the option that would be available to
her should her *** *** *** have covered this occurrenceWe have
placed a reselection credit into the system for the customer based on the price
point she paid for the sectionalShould she be interested in re purchasing the *** *** *** she may do that at the new time of sale, we will not be
including a credit for the original protection plan in this offer as the
protection plan offers a one time replacement and that agreement is technically
being fulfilledThe customer will not be charged a new delivery fee on the new
sales order and we will remove the current sectional pieces on the same date we
deliver the new merchandise
The active credit is available to the customer to use thru
and the credit number within our system is: ***
We would consider this concern resolved at this time, please have
the customer advise you if there is anything else she feels she needs
assistance with
Should the customer accept this option but have questions
regarding the active credit please pass along that a call to our Customer Care
Office (###-###-#### Mon- Fri 6:30am-8:00pm) is the most efficient way we are
able to assist in answering questions
Kind Regards,
*** **
*** *** *** ***
Bobs Discount Furniture
Good Afternoon Revdex.com,
Please pass on our sincerest apologies to *** for the
scheduling concern that caused us to fail on properly delivering his order for
as promisedI assure our customer that it was never our intention
to blatantly let him down and that we care very
much to help him resolve this
concern and get him the furniture he purchased in good condition
This sales order is made up of a Sofa, Loveseat, Pack of
Tables, Two Lamps, A Dining Room Table, and Dining Room Side ChairsIn an
effort to make our failure right, we were able to get the customer added on for
delivery tomorrow (10.16.2014) so he will not have to wait until Thursday to
get the Living Room set
While we are very sorry that the Dining Room set remains on back
order directly from the manufacturer we are regretfully unable to provide our
customer with merchandise we do not physically haveWhen we originally sold
this merchandise to our customer we were sure that we would be able to deliver
it on the date promised and again we apologize for the unanticipated delay from
the factory where this Dining Room set is being builtI do understand that
this is the set the customer originally selected and if there is absolutely an
immediate need for a Dining Room set prior to this date we have others
available in our showroom that may be in stock and available to deliver prior
to The customer can visit our showroom to make a reselection should
this option suit him
Bob’s prides itself
on providing our customer with quality service and the best value product for
the priceOur primary focus is on making it right so that our customer is
satisfied with the product that they have purchased from usWe currently have two
deliveries scheduled for & to resolve this concern
While it is not procedure to do so, I recognize that
we have caused this customer a great deal of inconvenienceFor that reason, I
will make a note that once we have made everything right, we will review this account
to determine if further action should to be taken in regards to compensationOur
delivery team will call into our Customer Care Offices prior to leaving the
residence after the Dining Room set has been delivered and should *** feel
necessary, we can discuss a further form of apology compensation with him at that time for this
failure
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Good Afternoon Revdex.com,
We sincerely apologize for the inconvenience this
customer has experienced while seeking to receive her merchandiseI certainly understand
the frustration of having to continually switch addresses and I apologize
further that while the address was being
continually updated the stock of this
merchandise became questionableWhen a shipping address is updated after the
initial time of sale our inventory system forces a recalculation of stock
because the distribution center the merchandise is coming out of depends directly
on the shipping addressThe final ***, ** address is an
exception to our usual delivery routes and I apologize again that having this
merchandise shipped to this address had to ultimately cause our customer more
stressHad we known about this address at the time of sale we could have
prepared the customer for the ‘out of zone’ availability for this address
Our
records indicate that as of today (11.12.2014) the merchandise was delivered to
our customer’s residenceThe customer’s account further indicates that the
mirror arrived with a minor cosmetic concern that we are seeking to repair for
the customer by way of a professional technician that we have on staffWe
tried very hard to get our customer added on for a service appointment on
and regretfully we contacted her by phone this afternoon to advise
her that we are fully booked for the date and all the technicians we
have on the road are scheduled to their legal max capacity of work hoursSince
we only go out to this customer’s area (to service) on Friday’s we can
certainly try and request an appointment for or (to
coordinate with the already scheduled delivery of the TV Chest) if the customer
wishesWe ask that the customer contact us at our Customer Care Office
(###-###-#### /Mon-Sat 6:30a-8:00p) to advise us of how we can help accommodate
her further with the service appointment
We
apologize again for the aggravation the customer has experienced and we thank
the customer for their feedback so that we can properly coach our agents into
always offering the best care possible
Kind
Regards,
*** **
*** *** *** ***
Bobs
Discount Furniture
Good Afternoon Revdex.com,
We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from us*** (*** 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, *** 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 *** is continually sending these documents as many claims for coverage are routinely approvedIn this consumer’s specific case they have been working with the *** company directly and not Bobs Discount FurnitureThis customer’s records show no indication of speaking with our Customer Care Team since the initial period of sale in The claim number the customer has provided you is in fact a *** claim numberRegardless of the fact that the purchased protection plan is honored and managed by a third party company, Bobs Discount Furniture makes an effort to assist in any concern that is brought to our attentionI have researched the claim and denial reasons with the *** company directly to ensure that this concern was being looked at in a fair and adequate manner
Please see the attached photos that were sent to the *** company along with the reasoning we received for the denial (below):
From: ***Sent: Tuesday, February 24, 1:PMTo: ***Subject: Re: claim # ***
Customer's claim was originally honored until photos were rec'd and showed the excessiveness of the damageCustomer stated he sat down with a screwdriver in his pocket to cause the damage shown in the attached photoThe damage is not from a single occurrence and a screwdriver wouldn't cause that much damageIt looks like it has been there for some time and that someone has been picking out the foam coreIt doesn’t seem that the customer disclosed the same information to the *** company as he has in this Revdex.com complaintThe protection plan as its name depicts (Goof Proof) is intended to offer coverage on one time accidental damages, accumulated damage or any damage that is not of an accidental nature is an appropriate reason for denial under this protection plan
While Bobs Discount Furniture truly wishes to help every customer who has a concern we cannot verify that the *** company has failed this customer under the provisions of protection set forthWe remain very sorry that we have no direct recourse to offer this customer for this concern
Kindest Regards, *** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
This complaint is
based off of already filed/closed complaint# ***Please log within this
original complaint number if at all possible
As stated in my previous responses to our customer, we
worked well beyond any procedures we normally have in place to
try and make
this original concern rightWith this being said we truly entered uncharted territory
to please our customer and I apologize that in our quest to deliver and
retrieve we have caused our customer more inconvenience
I most certainly apologize for any confusion on our part
that has angered our customer and at this point I truly wish to help our
customer move forward and get the furniture she initially wanted
This customer’s special order merchandise has been loaded to
a delivery truck for tomorrow (10.14.2014) with an estimated time slot for
arrival of: 8:26am-11:26am
I am unaware of the merchandise being scheduled for
as our system is indicating we will retrieve the current product and
deliver the new product tomorrow
While the mediating assistance of the Revdex.com is greatly
appreciated it is always better for our customer to communicate directly with
us when a pending delivery or pick up is involved so that we can keep the
customer up to date in regards to shipping/delivery times
If *** can be available tomorrow (10.14.2014) for delivery
then we can certainly make the exchange for her tomorrow morningIf *** cannot be available for delivery tomorrow we do ask that she follow up with us
directly to make changes to this accountI can be directly reached by email at
*** should immediate changes need to be made to the pending delivery date we have
on file
Kind
Regards,
*** ** ***
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
While we truly appreciate your continued efforts to help us
earn our customer’s trust back, due to multiple errors on our part, it is in
the customer’s best interest that we attempt to reach out to them directly in
this scenarioI did try to call the daytime phone
number listed here first
however the number leads to a school directory and I was unable to get thru to
this customer via that lineI did leave the customer a voicemail on the second
number listed here and have also used another channel to seek direct
communication
I have included an
email response I sent directly to the customer this morning (1.29.2015) for
your review (below)Please use this communication as our current response to
this complaint
*** *** ***
*** *** *** *** *** *** **
*** ***
*** *** ***
*** ** *** ** *** *** *** *** ***
Good Morning ***
My name is *** *** and I work for Bobs Discount Furniture as a Customer Care Corporate
LiaisonI am so sorry for the disappointment you are experiencing while
seeking to get the last piece of your sectional in its original expected
conditionI assure you that we consider our customers to be the most important
part of our growing business and that it was never our intention to continually
make errors that have led to your current level of aggravationWe do want to
make any failures we have caused right by you and earn your satisfaction
I tried to reach out to you by phone this morning and was
able to leave you a voicemail at *** ***I felt it necessary to reach
out to you via email as well to ensure that you were provided with my direct
contact informationI can be reached via telephone at *** or by this
email address, which ever conduit of communication works best for youIf you
would prefer to use the mediation services the Revdex.com provides I do understand why
and will also forward a copy of this email to you thru that channel
The current records associated with your account leave more
information to be desired and I am truly sorry again for the obvious clerical
errors on our part that have caused this confusionIn example, your account is
showing me that we have a team coming to pick up an armless recliner from you
tomorrow (1.30.2015) however no new delivery of the replacement armless
recliner is scheduled to occur until I find this odd because most of
our customers would opt to take an exchange on the same day and not break it up
into two different deliveriesI wanted to speak with you first to ensure that
this was a mistake on our end prior to canceling anything that you currently
have scheduled for the near future
I understand and acknowledge the reasons why you are
requesting a monetary refund via your complaint to the Revdex.com at this point and
should you wish to cancel any future delivery attempts of this remaining
sectional piece I can discuss a partial refund offer for resolution with you
that will also allow you to keep the current merchandise you have
I look forward to your response to me via telephone or
email so that I can provide you with the appropriate amount of care you most
certainly deserve
I apologize again that these concerns have taken up so much
of your valuable time
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care
Corporate Liaison
Complaint: ***
I am rejecting this response because: I did agree to receive the delivery charge verbally and forgo any property claim with the understanding that I would be refunded in a timely mannerEven though the delivery fee refund came quicker than the couch and good proof refund I was informed on 03/31/that there was a system error I was not and would have been refunded if I did not call to see where the checks wereMy paperwork does state a refund check may take up to days after the merchandise was receivedThe Merchandise was received on 03/09/and days would be March 25, I called on 03/31/which was then days from merchandise being receivedI did not receive my checks until days after the merchandise was receivedTherefore any and all agreements made were voided when refund was not received within the time frame providedNo attempt was made to provide the checks any sooner when I spoke to someone on 03/31/and did not receive my refunds by mail until 04/06/and 04/07/Further no where in any terms and conditions I was provided did it state I would be refunded with three separate checks coming my mail and therefore had to make three separate trips to my bankI have been charged more fees and interest due to yet another error on behalf of this company
Sincerely,
*** ***
Good Afternoon Revdex.com,
We apologize that the customer is experiencing any disappointment while trying
to use the protection plan they purchased from usGuardian (Crypton is known
as their parent company) is a third party company and we have, for many years,
experienced a vast amount of
approved claims through this third party company
Our 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
Our records indicate that this merchandise was delivered to the
customer on 03/27/and the first report for any structural concern came to
us on 02/07/This is nearly a full year past the warranty expiration date
through Bobs Discount FurnitureEven though the bed was out of warranty we did
attempt to repair this merchandise at no cost to our customer by sending the
technician out on 02/13/Upon our technician finding that the merchandise
was unrepairable we regretfully have no other recourse to offer this customer
directlyWe have serviced this merchandise and exchanged it only once before for
cosmetic issues that were evident from the original delivery in We were
not made aware of any defect concerns within this customer’s guarantee period
thru Bobs Discount Furniture and have completed an attempt to repair this
merchandise at no charge to the customer
We are regretfully unable to overturn the choices made by a third party company
and in order for a claim to be approved under the ‘Goof Proof’ protection an
occurrence of accident must be reportedThis is clearly indicated and
expressed on the written verbiage provided to our customers at this time of
saleAs this customer reported it to Guardian:
“Customer states her son was
getting up out of the bed and the frame broke where rail connects to it”
The occurrence of “getting out of any piece of furniture” cannot
be deemed an accidental occurrence‘Goof Proof’, as its name depicts offers
coverage for occurrences of accidental damage only
The customer’s claim was denied due to there being no accidental occurrence
of damage reported and this denial reason does line up with the policies of the
‘Goof Proof’ protection planIt is not uncommon that many protection plans do
not cover such instances like wear and tear; this merchandise has been
receiving use for many years
While Bobs Discount Furniture truly wishes that we could help
every customer who has a concern we remain regretful that we have no further
recourse to offer this customer at this time
Kindest
Regards,
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Complaint: ***
I am rejecting this response because: please see attachments with photos of damage to my walls as well as the third bed delivered
Sincerely,
*** ***
Good Morning Revdex.com,
As indicated previously I have provided details as to why or
where the items listed could have
come fromThese are reasonable assumptions of occurrences based on the processes
we following for Pit merchandise
This consumer entered into an agreement that was completely fulfilled
on our end as a businessIt is not within our responsibilities as a business
to ensure that the consumer has thoroughly inspected a piece of merchandise to
their standards prior to signing, agreeing to purchase, and collecting that
merchandise from our pit locationThis is a preference concern that changes
with each consumer’s individual characteristicsWe have honored the original
agreements made with this customer in regards to their Pit PurchaseRecording,
Inventory, and Transit records are internal to our business and as the retailer
it is within our internal discretion to decide not to procure these records due
the demand of a customer thru a mediation channelTo indicate that an item was
sold under pretense is defamatory and slanderousBobs Discount Furniture operates on
core values such as transparency, honesty, and integrityWe would never
initiate and follow thru on a sale to any consumer that involved an injustice
Again, this consumer purchased and procured the merchandise
they physically surveyed on our floor, for the agreed upon price pointThe
business agreement initiated has been honored and is not up for dispute or
negotiation after its completion, should the customer seek to make a reasonable
desired settlement request outside of the original and completed business
agreement we will review this request and respond fairly
Thank You,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: ***
I am rejecting this response because:I am not necessarily REJECTING, I just want to respond to Revdex.com in a timely manner so that this complaint is not closed out I did contact the business as I was supposed to, on March 25, However, and despite several calls as to where the refund is....I have been advised as of today, April 2, 2014, there is a hold on the credit back to my card The person with whom I spoke to is investigating further and says she will get back to me today Kindly keep this complaint open because there has NOT been a resolution as promised
Sincerely,
*** ***
Good Morning Revdex.com,
Please pass on our sincerest apologies for the frustration
our customer has endured during the multiple instances outlined of failure in
this complaint
Our records indicate that as of the customer’s
remaining refunds have been accurately and fully
processed from our systems
We thank our customer for bringing this concern to our escalated
attention so that we can address the obvious coaching concerns we have and
improve our business overall
Good Afternoon ***,
I do understand your disappointment in this this product’s wear pattern
over the course of many years within your residenceI stand behind the options
that we have set forth for you as fair and appropriate options of recourse for
your concern
The facts remain:
You are not experiencing a factory defect concern and the damage you
are reporting is reflective of the product’s nature after use has taken
place over an extended period of time
Your furniture is far beyond any warranty Bobs Discount Furniture granted
to you
Bobs Discount Furniture has offered you an extreme courtesy in this
situation and would truly appreciate your continued business should you wish to
accept either option for resolutionThis is a case where in all reality the
business is working above and beyond what is actually owed to our customer in
an effort to please youWe will upgrade the 50% credit offer (option #2) to
include the coverage of the cost of a new delivery fee and removal of the
current merchandise as our final offer for resolution and in
doing this we have come more than halfway to your advantage (in a typical no
recourse situation) as in most cases the delivery fee average is $100.00-
I apologize that you remain so dissatisfied to date and hope that you
can understand our position as a business while we work to balance the wants of
our customer with the needs of business
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID***, and pending I receive my furniture on I find that this resolution is satisfactory to me
Sincerely,
***
Complaint: ***
I am rejecting this response because:
You are correct...monetary funds were not exchanged-BUT..your company made me miss hours at my job-which I had to leave early only to have your company not show up on the day specified-nor call...therefore I am out money Now I have to take more hours off from work on 10-31-in order to be at my home for the pick up of the merchandise Which at this time I can't afford to take off time..so YES I do believe you owe me more then a gift card.
Sincerely,
*** ***
Good Morning Revdex.com,
I have reviewed this account per our records and the records
that *** (*** *** Company) has regarding this customer’s reportAt
this time I am perplexed as to what happened to this table to cause the damage
that actually exists and would need an
accurate report from the customer in
order to move forward in trying to assist with this claim
I have included the photos that our technician took from the
home for your review and these pictures do not match up with what the customer
has reported to ***I have included the report that ***’s records
show on the same document that includes the photosI do not see any shattered
glass as depicted in the information told to ***
To the best of my professional knowledge and basing my
determination off our technician’s findings, something occurred in the home to
cause the damage to the very top portion of the base, now not allowing the
glass table top to rest upon it properly
The customer has had this table for nearly a year and a half
and at this time we stand behind our technicians report that the top of the
base separating from its original state is not a manufacturing defectWhile it
is inappropriate for me to assume what may have taken place to cause this
damage I do ask that the customer provide me with an account of what actually
transpired*** *** *** is for accidental damages that occur in the
home, the customer is currently being denied by *** because he isn’t reporting
any accident that occurred nor does his report align with the photographic
evidence we have from our technician’s visit on
I will be happy to look into possible options for resolution
should I be provided with an accidental occurrence that caused the damage
present in the photosAt this time I await the customer’s response with this
information
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Good Afternoon Revdex.com,
Please pass on our sincerest apologies for the inconvenience the multiple deliveries and lack of initial delivery service continues to cause our customerWe 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 resolvedBob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from usAs the retailer we have taken full responsibility for the alleged occurrences reported to us from and offered the customer a further form of apology as outlined in this complaintOn we kept our customer as informed as we were on the status of the pending deliveryAs a retailer we regretfully cannot force a trucking company that we partner with to send out their employees and their delivery trucks in conditions that could cause extreme harm to their employees or others on the roadWe are truly very sorry that we were unable to deliver to this customer on 2.17.2015, had the event preventing us from delivering (weather) been at all within our control I’m confident that this scenario would have turned out differently
Our records indicate that while we were unable to deliver to this customer due to events beyond our control on we made great exceptions and were able to hold this customer’s merchandise at a trucking location to deliver on (Sat)We worked at full capacity to get this customer their merchandise as soon as possible and added this delivery to an existing run on ensuring that we were placing this customer’s needs above others
We have continued as a business to address this individual’s concerns the moment they are presented to us and work out of our guidelines because we realize the level of dissatisfaction this consumer is emulating as a result of these failures
At this time we are looking forward to completely resolving this customer’s concern on We are unable to offer apology amounts off of any individual’s time and for observable reasons we are unable to offer a discount off factory fresh product that stands in good condition in a customer’s home Should the customer still be seeking a further apology amount from us they will be able to speak with our Customer Care Office prior to the delivery team leaving their residence on We will review the account and already processed compensation at that time and determine what, if anything, further we are able to offerKindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** * ***
Good Morning ***,
My sincerest apologies that you haven’t received the follow
up your claim rightfully deserves from our companyI assure you that resolving
our customers concerns is extremely important to usI have placed two options
below for your review and you may respond
to me directly through this channelAs
I am unable to view the photos you sent and won’t dare to ask you to spend any
more of your own time on getting this resolved I am uncertain if the damage is
repairable and have listed options for exchange or discount
Option 1:
Our records indicate there is a ‘Property Manager’ named ‘***’
on site for receipt of a deliveryWe can offer to replace the affected item
with a factory fresh version and select a date that is most convenient for you
and/or your Property Manager to accept this exchange
-Or-
Option 2:
It is certainly not within our practices to deliver
damaged merchandise and then throw empty monetary amounts at our customers for
resolution as we truly would prefer to get you the product we guaranteed you in
good conditionIt is my understanding that after reviewing your concern in
full it may be the avenue you see fit so I will make monetary offers of further
discount off the affected item
We are unable to honor any remaining warranty after a
product has been further discounted (off of our already discounted retail
price) past 20%Please see below for the sub offers of Option 2:
Option 2A: Your manufacturer
warranty through Bobs (Years) remains in tact and we provide you with a 20%
refund based off the monetary amount you paid for the affected itemWe will
not offer service for the damages you are receiving the discount forFuture
services can be offered within the guidelines of your warranty
-Or-
Option 2B: Your manufacturer
warranty through Bobs (Years) is voided and we provide you with a 30% refund
based off the monetary amount you paid for the affected itemWith this
scenario we will also provide a partial refund on the price paid for the ‘*** ***’ plan (based off the affected item now being considered a clearance piece
because of the actual price it is being sold to you at)Future services will
not be offered on this specific item for any reason as there will be no
warranty coverage at all
Our records indicate that your refund of $was
processed back to your original method of payment on at 11:07amOur
system shows an authorization number of *** and I would suggest you
provide your bank with this number if they have not fully processed the refund
to the card as of yetAs our system indicates no issues with this refund being
made I would not expect that you would have received a specific follow up for
this compensation transactionI apologize if there was any confusion set forth
on our end that you would be receiving follow up on the refund transactionYou
absolutely should have been called by us for follow up on the product concern
and I further apologize that you had to escalate your concern so highly in
order to get it properly recognizedThank you for so blatantly pointing out
our failures so that we can improve our overall businessI look forward to
your response through this public channel letting me know how you would like to
proceed as I am eager to help you resolve your concernIf you are accepting an
option please ensure it is explicitly clear what option you are
satisfied with so that I can create the paperwork and have our offices follow
up with you in the most efficient manner
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
I apologize to our customer they still remain so dissatisfied
As outlined in our previous response, we did more than just refund
the delivery fee to initially accommodate this customer’s concernAs the third
party in this instance we worked above our procedures to honor the
customer’s side of the story to the best of our ability
Bob’s prides itself on providing quality service and the best value
product for the priceOur primary focus is on making any failure we may have
caused right so that our customer is satisfied with the product that they have
purchased from usWe have currently have resolved the customer’s original
concern by delivering them the merchandise they purchasedIn addition to
delivering their merchandise and fulfilling our original agreement, we then
produced a monetary refund as a further form of apology
We are regretfully unable to offer a further discount off of factory
fresh product that exists in the home in good condition and we
respectfully feel that this concern has
been made fully right on our end as a retailerWe do hope the customer can
understand our position as a business and we apologize again for any
inconvenience that was endured during their delivery experience
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Good Afternoon Revdex.com,
We apologize to our customer for any and all inconveniences that the
concern with her merchandise has caused herAt this time our records indicate
that while the customer is outside of her direct warranty through Bobs Discount
Furniture we did provide a service for a
seating concern while she was within warranty
For this reason we will honor offering the option that would be available to
her should her *** *** *** have covered this occurrenceWe have
placed a reselection credit into the system for the customer based on the price
point she paid for the sectionalShould she be interested in re purchasing the *** *** *** she may do that at the new time of sale, we will not be
including a credit for the original protection plan in this offer as the
protection plan offers a one time replacement and that agreement is technically
being fulfilledThe customer will not be charged a new delivery fee on the new
sales order and we will remove the current sectional pieces on the same date we
deliver the new merchandise
The active credit is available to the customer to use thru
and the credit number within our system is: ***
We would consider this concern resolved at this time, please have
the customer advise you if there is anything else she feels she needs
assistance with
Should the customer accept this option but have questions
regarding the active credit please pass along that a call to our Customer Care
Office (###-###-#### Mon- Fri 6:30am-8:00pm) is the most efficient way we are
able to assist in answering questions
Kind Regards,
*** **
*** *** *** ***
Bobs Discount Furniture
Good Afternoon Revdex.com,
Please pass on our sincerest apologies to *** for the
scheduling concern that caused us to fail on properly delivering his order for
as promisedI assure our customer that it was never our intention
to blatantly let him down and that we care very
much to help him resolve this
concern and get him the furniture he purchased in good condition
This sales order is made up of a Sofa, Loveseat, Pack of
Tables, Two Lamps, A Dining Room Table, and Dining Room Side ChairsIn an
effort to make our failure right, we were able to get the customer added on for
delivery tomorrow (10.16.2014) so he will not have to wait until Thursday to
get the Living Room set
While we are very sorry that the Dining Room set remains on back
order directly from the manufacturer we are regretfully unable to provide our
customer with merchandise we do not physically haveWhen we originally sold
this merchandise to our customer we were sure that we would be able to deliver
it on the date promised and again we apologize for the unanticipated delay from
the factory where this Dining Room set is being builtI do understand that
this is the set the customer originally selected and if there is absolutely an
immediate need for a Dining Room set prior to this date we have others
available in our showroom that may be in stock and available to deliver prior
to The customer can visit our showroom to make a reselection should
this option suit him
Bob’s prides itself
on providing our customer with quality service and the best value product for
the priceOur primary focus is on making it right so that our customer is
satisfied with the product that they have purchased from usWe currently have two
deliveries scheduled for & to resolve this concern
While it is not procedure to do so, I recognize that
we have caused this customer a great deal of inconvenienceFor that reason, I
will make a note that once we have made everything right, we will review this account
to determine if further action should to be taken in regards to compensationOur
delivery team will call into our Customer Care Offices prior to leaving the
residence after the Dining Room set has been delivered and should *** feel
necessary, we can discuss a further form of apology compensation with him at that time for this
failure
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Good Afternoon Revdex.com,
We sincerely apologize for the inconvenience this
customer has experienced while seeking to receive her merchandiseI certainly understand
the frustration of having to continually switch addresses and I apologize
further that while the address was being
continually updated the stock of this
merchandise became questionableWhen a shipping address is updated after the
initial time of sale our inventory system forces a recalculation of stock
because the distribution center the merchandise is coming out of depends directly
on the shipping addressThe final ***, ** address is an
exception to our usual delivery routes and I apologize again that having this
merchandise shipped to this address had to ultimately cause our customer more
stressHad we known about this address at the time of sale we could have
prepared the customer for the ‘out of zone’ availability for this address
Our
records indicate that as of today (11.12.2014) the merchandise was delivered to
our customer’s residenceThe customer’s account further indicates that the
mirror arrived with a minor cosmetic concern that we are seeking to repair for
the customer by way of a professional technician that we have on staffWe
tried very hard to get our customer added on for a service appointment on
and regretfully we contacted her by phone this afternoon to advise
her that we are fully booked for the date and all the technicians we
have on the road are scheduled to their legal max capacity of work hoursSince
we only go out to this customer’s area (to service) on Friday’s we can
certainly try and request an appointment for or (to
coordinate with the already scheduled delivery of the TV Chest) if the customer
wishesWe ask that the customer contact us at our Customer Care Office
(###-###-#### /Mon-Sat 6:30a-8:00p) to advise us of how we can help accommodate
her further with the service appointment
We
apologize again for the aggravation the customer has experienced and we thank
the customer for their feedback so that we can properly coach our agents into
always offering the best care possible
Kind
Regards,
*** **
*** *** *** ***
Bobs
Discount Furniture
Good Afternoon Revdex.com,
We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from us*** (*** 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, *** 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 *** is continually sending these documents as many claims for coverage are routinely approvedIn this consumer’s specific case they have been working with the *** company directly and not Bobs Discount FurnitureThis customer’s records show no indication of speaking with our Customer Care Team since the initial period of sale in The claim number the customer has provided you is in fact a *** claim numberRegardless of the fact that the purchased protection plan is honored and managed by a third party company, Bobs Discount Furniture makes an effort to assist in any concern that is brought to our attentionI have researched the claim and denial reasons with the *** company directly to ensure that this concern was being looked at in a fair and adequate manner
Please see the attached photos that were sent to the *** company along with the reasoning we received for the denial (below):
From: ***Sent: Tuesday, February 24, 1:PMTo: ***Subject: Re: claim # ***
Customer's claim was originally honored until photos were rec'd and showed the excessiveness of the damageCustomer stated he sat down with a screwdriver in his pocket to cause the damage shown in the attached photoThe damage is not from a single occurrence and a screwdriver wouldn't cause that much damageIt looks like it has been there for some time and that someone has been picking out the foam coreIt doesn’t seem that the customer disclosed the same information to the *** company as he has in this Revdex.com complaintThe protection plan as its name depicts (Goof Proof) is intended to offer coverage on one time accidental damages, accumulated damage or any damage that is not of an accidental nature is an appropriate reason for denial under this protection plan
While Bobs Discount Furniture truly wishes to help every customer who has a concern we cannot verify that the *** company has failed this customer under the provisions of protection set forthWe remain very sorry that we have no direct recourse to offer this customer for this concern
Kindest Regards, *** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
This complaint is
based off of already filed/closed complaint# ***Please log within this
original complaint number if at all possible
As stated in my previous responses to our customer, we
worked well beyond any procedures we normally have in place to
try and make
this original concern rightWith this being said we truly entered uncharted territory
to please our customer and I apologize that in our quest to deliver and
retrieve we have caused our customer more inconvenience
I most certainly apologize for any confusion on our part
that has angered our customer and at this point I truly wish to help our
customer move forward and get the furniture she initially wanted
This customer’s special order merchandise has been loaded to
a delivery truck for tomorrow (10.14.2014) with an estimated time slot for
arrival of: 8:26am-11:26am
I am unaware of the merchandise being scheduled for
as our system is indicating we will retrieve the current product and
deliver the new product tomorrow
While the mediating assistance of the Revdex.com is greatly
appreciated it is always better for our customer to communicate directly with
us when a pending delivery or pick up is involved so that we can keep the
customer up to date in regards to shipping/delivery times
If *** can be available tomorrow (10.14.2014) for delivery
then we can certainly make the exchange for her tomorrow morningIf *** cannot be available for delivery tomorrow we do ask that she follow up with us
directly to make changes to this accountI can be directly reached by email at
*** should immediate changes need to be made to the pending delivery date we have
on file
Kind
Regards,
*** ** ***
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
While we truly appreciate your continued efforts to help us
earn our customer’s trust back, due to multiple errors on our part, it is in
the customer’s best interest that we attempt to reach out to them directly in
this scenarioI did try to call the daytime phone
number listed here first
however the number leads to a school directory and I was unable to get thru to
this customer via that lineI did leave the customer a voicemail on the second
number listed here and have also used another channel to seek direct
communication
I have included an
email response I sent directly to the customer this morning (1.29.2015) for
your review (below)Please use this communication as our current response to
this complaint
*** *** ***
*** *** *** *** *** *** **
*** ***
*** *** ***
*** ** *** ** *** *** *** *** ***
Good Morning ***
My name is *** *** and I work for Bobs Discount Furniture as a Customer Care Corporate
LiaisonI am so sorry for the disappointment you are experiencing while
seeking to get the last piece of your sectional in its original expected
conditionI assure you that we consider our customers to be the most important
part of our growing business and that it was never our intention to continually
make errors that have led to your current level of aggravationWe do want to
make any failures we have caused right by you and earn your satisfaction
I tried to reach out to you by phone this morning and was
able to leave you a voicemail at *** ***I felt it necessary to reach
out to you via email as well to ensure that you were provided with my direct
contact informationI can be reached via telephone at *** or by this
email address, which ever conduit of communication works best for youIf you
would prefer to use the mediation services the Revdex.com provides I do understand why
and will also forward a copy of this email to you thru that channel
The current records associated with your account leave more
information to be desired and I am truly sorry again for the obvious clerical
errors on our part that have caused this confusionIn example, your account is
showing me that we have a team coming to pick up an armless recliner from you
tomorrow (1.30.2015) however no new delivery of the replacement armless
recliner is scheduled to occur until I find this odd because most of
our customers would opt to take an exchange on the same day and not break it up
into two different deliveriesI wanted to speak with you first to ensure that
this was a mistake on our end prior to canceling anything that you currently
have scheduled for the near future
I understand and acknowledge the reasons why you are
requesting a monetary refund via your complaint to the Revdex.com at this point and
should you wish to cancel any future delivery attempts of this remaining
sectional piece I can discuss a partial refund offer for resolution with you
that will also allow you to keep the current merchandise you have
I look forward to your response to me via telephone or
email so that I can provide you with the appropriate amount of care you most
certainly deserve
I apologize again that these concerns have taken up so much
of your valuable time
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care
Corporate Liaison
Complaint: ***
I am rejecting this response because: I did agree to receive the delivery charge verbally and forgo any property claim with the understanding that I would be refunded in a timely mannerEven though the delivery fee refund came quicker than the couch and good proof refund I was informed on 03/31/that there was a system error I was not and would have been refunded if I did not call to see where the checks wereMy paperwork does state a refund check may take up to days after the merchandise was receivedThe Merchandise was received on 03/09/and days would be March 25, I called on 03/31/which was then days from merchandise being receivedI did not receive my checks until days after the merchandise was receivedTherefore any and all agreements made were voided when refund was not received within the time frame providedNo attempt was made to provide the checks any sooner when I spoke to someone on 03/31/and did not receive my refunds by mail until 04/06/and 04/07/Further no where in any terms and conditions I was provided did it state I would be refunded with three separate checks coming my mail and therefore had to make three separate trips to my bankI have been charged more fees and interest due to yet another error on behalf of this company
Sincerely,
*** ***
Good Afternoon Revdex.com,
We apologize that the customer is experiencing any disappointment while trying
to use the protection plan they purchased from usGuardian (Crypton is known
as their parent company) is a third party company and we have, for many years,
experienced a vast amount of
approved claims through this third party company
Our 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
Our records indicate that this merchandise was delivered to the
customer on 03/27/and the first report for any structural concern came to
us on 02/07/This is nearly a full year past the warranty expiration date
through Bobs Discount FurnitureEven though the bed was out of warranty we did
attempt to repair this merchandise at no cost to our customer by sending the
technician out on 02/13/Upon our technician finding that the merchandise
was unrepairable we regretfully have no other recourse to offer this customer
directlyWe have serviced this merchandise and exchanged it only once before for
cosmetic issues that were evident from the original delivery in We were
not made aware of any defect concerns within this customer’s guarantee period
thru Bobs Discount Furniture and have completed an attempt to repair this
merchandise at no charge to the customer
We are regretfully unable to overturn the choices made by a third party company
and in order for a claim to be approved under the ‘Goof Proof’ protection an
occurrence of accident must be reportedThis is clearly indicated and
expressed on the written verbiage provided to our customers at this time of
saleAs this customer reported it to Guardian:
“Customer states her son was
getting up out of the bed and the frame broke where rail connects to it”
The occurrence of “getting out of any piece of furniture” cannot
be deemed an accidental occurrence‘Goof Proof’, as its name depicts offers
coverage for occurrences of accidental damage only
The customer’s claim was denied due to there being no accidental occurrence
of damage reported and this denial reason does line up with the policies of the
‘Goof Proof’ protection planIt is not uncommon that many protection plans do
not cover such instances like wear and tear; this merchandise has been
receiving use for many years
While Bobs Discount Furniture truly wishes that we could help
every customer who has a concern we remain regretful that we have no further
recourse to offer this customer at this time
Kindest
Regards,
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Complaint: ***
I am rejecting this response because: please see attachments with photos of damage to my walls as well as the third bed delivered
Sincerely,
*** ***
Good Morning Revdex.com,
As indicated previously I have provided details as to why or
where the items listed could have
come fromThese are reasonable assumptions of occurrences based on the processes
we following for Pit merchandise
This consumer entered into an agreement that was completely fulfilled
on our end as a businessIt is not within our responsibilities as a business
to ensure that the consumer has thoroughly inspected a piece of merchandise to
their standards prior to signing, agreeing to purchase, and collecting that
merchandise from our pit locationThis is a preference concern that changes
with each consumer’s individual characteristicsWe have honored the original
agreements made with this customer in regards to their Pit PurchaseRecording,
Inventory, and Transit records are internal to our business and as the retailer
it is within our internal discretion to decide not to procure these records due
the demand of a customer thru a mediation channelTo indicate that an item was
sold under pretense is defamatory and slanderousBobs Discount Furniture operates on
core values such as transparency, honesty, and integrityWe would never
initiate and follow thru on a sale to any consumer that involved an injustice
Again, this consumer purchased and procured the merchandise
they physically surveyed on our floor, for the agreed upon price pointThe
business agreement initiated has been honored and is not up for dispute or
negotiation after its completion, should the customer seek to make a reasonable
desired settlement request outside of the original and completed business
agreement we will review this request and respond fairly
Thank You,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: ***
I am rejecting this response because:I am not necessarily REJECTING, I just want to respond to Revdex.com in a timely manner so that this complaint is not closed out I did contact the business as I was supposed to, on March 25, However, and despite several calls as to where the refund is....I have been advised as of today, April 2, 2014, there is a hold on the credit back to my card The person with whom I spoke to is investigating further and says she will get back to me today Kindly keep this complaint open because there has NOT been a resolution as promised
Sincerely,
*** ***