Good Afternoon Revdex.com,
Please pass on our sincere apologies for the events that occurred
on and the delay these unexpected events caused thereafterBy all
accounts and by all parties involved our company was informed that the
occasional tables were successfully delivered to the
customer’s address on
Per the informational trifold provided during the time of sale any
customer is able to have another person (years or older) available to accept
their deliveryAgain we are very sorry for any delay that caused unintended
inconvenience to our customer, however as a business we must take the
appropriate steps to confirm whether the merchandise was accepted or delivered by a third party under fraudulent terms prior
to allowing another delivery to take place
As of today (1.26.2015) our records indicate that the
customer has reselected to an occasional table set of lesser value and the
difference in between the original selection and this new selection has been
refunded to the customer’s original method pf payment
The new occasional table set is scheduled to be delivered on
We have also added special notes for the new delivery team’s review
that no one except the customer (confirmed with proper ID) is permitted to take
possession of these occasional tables
Good Morning Revdex.com,
We apologize that this customer is so unsatisfied with our
return and cancelation policyWe try very hard each day to honor our customer’s
requests to the best of our ability while still seeking to balance the needs of
our business The second page of the
sales
invoice, which is routinely signed by the consumer prior to leaving our
retail location, has clear and concise information regarding our refund and
cancelation policies
The first line listed under ‘Refunds and Cancelations Policy’
indicates why we are unable to take back the power bed bases. Furthermore, in this customer’s scenario we
have fully honored the ‘Mattress Satisfaction Policy’ we expressed (whether it is
by written and/or verbal confirmation) at the time of salePlease note that as
the power bases act as the mattress’s foundation it can also be concluded by
most third party views that we list these as not eligible for return within the
‘Mattress Satisfaction Policy’ (I have highlighted and underlined this point
for your review)
REFUNDS
AND CANCELLATIONS POLICY
You may
request a full refund on orders for stocked merchandise at any time up until
the time we deliver the merchandise to you or until you pick it up
MATTRESS
SATISFACTION POLICY
Our goal is
to do our best to ensure that you are happy with your mattress purchaseIn the
unlikely event that your mattress has a factory defect, we will replace it
during the stated manufacturer's warranty periodIf you are unhappy with the
comfort of your mattress after having
slept on it for thirty (30) days, please call our Customer Care Center at
###-###-#### within sixty (60) days of your delivery and one of our
representatives will arrange for you to make a onetime re-selection on your
mattress onlyFoundations within the
same manufacturer are not included
in our Comfort Assurance PolicyWe will charge or credit you for any
price difference between the original and the re-selected mattressesCredits
will be issued based on the original method of payment via the guidelines
stated aboveWe will charge you our prevailing re-delivery fee to cover the
costs of delivery for the re-selected mattress and piof the original
mattressIf you do not re-select another mattress, we will refund the full
purchase price less our prevailing delivery fee
Speaking strictly on logic now, our records reflect that this
customer is seeking to return the mattresses because they are uncomfortable
The power bed bases or foundations would have no bearing on the comfort or feel
of the mattressWouldn’t the consumer benefit more by reselecting to a
mattress that they felt was more comfortable? Bobs Discount Furniture offers
the best mattress satisfaction policy industry wide
As a business we have not failed this customer, we delivered the merchandise
that this customer selected in the condition we promisedOur policies are
clearly notated on the documentations the customer was provided and we respect
the authority of these policies and procedures in honor of keeping all
resolutions fair and adequate for all consumers alike
We do appreciate the mediation assistance of the Revdex.com and apologize
to the customer again that we have no further recourse to offer relating to
this concern
Kindest Regards,
*** ** ***
Bobs Discount Furniture
*** *** *** ***
Complaint: ***I am rejecting this response because:
I called Customer Care twice last weekOne of the reps gave me the name of the technicianShe also promised to have a supervisor return my callThe call never happenedThe first call back was today, a voicemailI find it absurd that the picture could show the sag, as one would need to sit on the furniture and put their arm on the armrest
Obviously, the reps who answer the phone are liars.....ie: wrong name of technician; never got a report from the technician who had a name tag of ***; nothing was done to fix the arm and now horrible and accusing service once again from the rep who responded to this claim!! So basically, she is calling me a liar?????????????????????????????
Why on Earth, would I make this up???????????????????????????????
I want either a refund, or a new piece of furniture.Sincerely,*** ***
Good Morning Revdex.com,
I have spoken with *** this morning (10.01.2014) and
provided her with my direct number for contact in the case that she ever needs
further assistance with this concern in the futureWe genuinely apologize to *** as we agree that having dealt with
multiple defective products within
a warranty period is a valid reason for us to consider making an exception to
our established policies
We have agreed to provide *** with a monetary refund
after the mattress and foundation have been removed from her residenceWe are
currently scheduled to pick up this bedding set on
Thank you
for the opportunity to make it right,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Day Revdex.com,
Our offices are in receipt of this rebuttal on and are
communicating back as of
Please thank the customer for sending thru a picture of the
damageAs depicted this is not breakage to woodIt appears that the finish of
the table has been removed and as this customer disclosed and reported to
Guardian this is damage from something (it hasn’t been disclosed as to what was
used on the table to clean it) used on and during the act of cleaning the
tableOnce again (I have also attached a copy of the terms and conditions page
for the Guardian Plan that denotes this) the protection plan covers for
accidental occurrences of damageA consumer cleaning their item with a
cleaning agent of their own discretion cannot be deemed as an accidental
occurrenceThere is also no way for a retailer of any kind to determine how
long a cleaning agent has been progressively used on a piece of merchandise
Under the provisions of the protection plan purchased -Bobs Discount Furniture
covers factory defect concerns and The Guardian Company covers occurrences of
accidents, as this customers concern depicts neither the protection plan has
not failed the customer
Bobs Discount Furniture truly wishes that we could provide
resolution to every customer who has a concern and we remain very sorry that in
this scenario we have no further recourse to offer relating to the damage
caused by the customer to the table
Kindest
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
Our offices
are just now in receipt of this claim today (2.06.2015) and as of yesterday
(2.05.2015), I personally spoke to this claimant and provided an agreeable
resolution for this concern
At this time
we would consider this concern closed as resolved
Kindest
Regards,
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Revdex.com:
I am still not happy with the outcome or the experience from Bob's and will accept a gift card as a form of an "apology" But Bob's should remember a saying in business..." A happy customer will tell one friend about a good experience with a business but an unhappy customer will tell everybody" in the end 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,
Please pass on our sincerest apologies for the concerns that
our customer has experienced with their dining room set purchased from Bobs
Discount FurnitureWe further apologize that our customer was informed that an
appointment time after 5:00pm could be honoredThis
is not possible for
delivery or service as we never expect our delivery teams or technicians to be
on the road that late
We have entered a reselection credit into our systems so
that the customer can reselect to a dining room set that will not present any
further quality concernsThe credit number associated with this reselection
is: ***
Should the customer have any further questions about this store
credit/reselection process we ask that the visit their Bobs Showroom or contact
our Customer Care Offices at *** (Mon-Sat 6:30a -8:00p / Sun 10:30a
-7:00a)
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
Please pass on our deepest apologies to our customer for the
poor service and customer care experiences he outlines to have occurred
I attempted to look up the photographs that the customer
states they sent into our photo box and I was unable to locate these
I
am happy to research this claim further with our Service
Management Team and follow up with this customer on what possible options for
resolution we may have to provide him
with after I am able to review photos
Please ask that the customer send these photos thru this Revdex.com
channel for further assistance on this claim
Kindest
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com, While it looks like the customer sent their rejection thru this channel on 3.13.2015, the response was just received to our offices on As of all deliveries were booked and routed for and there would again have been no time to properly inspect this dresser, as the customer has made clear they’d like to have happen While Bobs truly appreciates the mediation channel you provide to customers and businesses alike we strongly suggest that this customer contact us directly so that we can get the most efficient delivery and service dates scheduled for this specific consumerI can be available via email to this customer at *** should they wish to communicate with me directly so there is no chance of unexpected delay againOur original offers in solving this customer’s merchandise concerns remain active, the upcoming Saturday deliveries that would qualify for inspection on the dresser are April 4th, or April 11th, Kindest Regards, *** ** *** Bobs Discount Furniture Corporate Customer Care Liaison Thank You, *** ** *** Customer Care Corporate Liaison ** *** *** **
*** ** *** (*** (Direct) 6*** (Fax)
Good Afternoon Revdex.com,
We are sincerely sorry for the errors that occurred on our
end to cause this customer such distressWe completely agree with the customer
that the failure to continually schedule this order is our fault and we will absolutely
address the coaching concerns that have
been brought to our attention. We are very disappointed that we were unable
to salvage our customer’s trust in our business
The refund did not have to be processed in the form of a
check (taking 7-business days) and could have been processed back to the
customer’s original method of payment (credit card) via an unrecorded phone
lineOur records do indicate that the check option was selected by the
customer as their preference and I have ensured that the account is properly
updated to indicate the name/spelling the customer has listed in this Revdex.com
complaint of: *** ***
I do understand the customer’s apprehension in receiving this
check and again apologize for the lack of confidence the customer has been left
with Should the customer wish to have a
‘stop payment’ request placed on the check and the original credit card
refunded instead, that request can be made to us via our Customer Care
Department at any point in timeWe have a ‘refund line’ available that remains
unrecorded for our customer’s protection during processing and we never maintain
full credit card numbers on file
Kind Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Good Afternoon Revdex.com,
We apologize that Mr*** experienced any concerns with the
merchandise or the behavior set forth by the delivery team Our records outline several refunds processed
to Mr*** as resolution for the merchandise concerns and as our apology for
associated
failures in scheduling and alleged delivery team behaviors
Following our operations for Property Claim involving a
third party provider, Mr*** claim was handled and followed thru on unswervingly
by the third party providerMr*** was provided with a follow up from the
trucking company directly per the below included copy of emailShould Mr
*** have further questions or concerns regarding this specific property claim
we encourage him to follow the direction set forth by the trucking company in
the included communication:
***
From: *** ***
Sent: Thursday, January 22, 3:PM
To: ***
Cc: *** *** ***; ***; ***
Subject: Bob's Discount Furniture Damage Claim #***
FOLLOWING EMAIL FROM *** ***
Dear *** ***
It’s been brought to my attention that
your damage claim with Bob’s Discount Furniture from March 21, 2014, has
been denied as of April 24, 2014.
During our initial contact in March, you
indicated you would not be pursuing this damage claim
Our policy is to keep damage claims open for
only days. With that in mind, we are notifying you in writing to
consider this damage claim now officially closed
If you have any concerns or questions,
please contact me directly
Regards,
*** ***
*** *** ***
*** *** *** ***
Email: ***
Phone: ***
***
Kind Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because: I still have not received my refund and it is the third business day today and you indicated that my dilvery was on the of February witch is not true I think you have me mixed up with someone else's delivery date because I was at BoB's furniture on a Friday the and my delivery came the following Friday the at 1pm when It was supposed to be a early delivery its a shame that I have to deal with this I just want my money back and I'll never shop at a BoB's furniture againAlso no one never told me it takes -business days I was told business days and like I said my money still has not been refunded
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,
*** ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
Good Morning Revdex.com,
We apologize for any disappointment the customer is
experiencing with their recent purchase from our ‘Pit’ locationWe also
apologize about the alleged items that the customer cites to have located in the
merchandise when performing a more detailed inspection then what
they opted to
complete at our store
Bobs 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 injusticeFollowing the
operations of our ‘Pit’ locations the customer would have viewed the exact
piece that they were agreeing to purchase and take with them from the ‘Pit’
locationThis particular living room set was sold by our company for several
years and this particular model could have been one of our showroom floor
models (items go to our ‘Pit’ locations when they are discontinued from our
active sales lineup), this means that this set would have been routinely sitting
on display day in and day out in one of our show rooms These items were most likely sat on by
hundreds of customers who visited the Bobs showroom to purchase or just to
lookPlease note that this estimate of timeline in the showroom does not
include the additional time these items spent being viewed and sat on within
this specific ‘Pit’ locationThe reasoning we provided our customer with
remains soundAs we have several showrooms in CT, this set could have come
from any of those showrooms and we do not keep active/detailed records for travel
in association with furniture from our ‘Pit’ locations
The customer paid $less than retail price to acquire
this merchandise and agreed to the associated terms and conditions of this
purchase at the time of saleAs a business we have not failed our customer and
stand behind the fact that any type of wear or tear associated with this
item allowed the customer to obtain the pieces at the disclosed discount rate
and ‘As Is’ declaration
Kindest
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning
Revdex.com,
Please pass on our sincerest apologies
for any inconvenience caused to Mr*** to experienceUpon researching this
concern I have been educated that it was the credit card company directly
seeking verification of ID off of Mr***’s web sale and not a
request
initiating from Bobs Discount Furniture alone.We take any alert of a possible concern with any
customer’s personal security seriously and take the precautions we feel necessary
to protect all customers alike.
As I have just received this complaint
today (1.09.2015) further research into this account shows that after this complaint
was initially sent to you on (within hours) one of our Customer Care Management
tiers established contact with Mr.***, also providing him with her direct
contact information for future use
We stand behind the information our
highest level of Customer Care has already communicated to Mr*** and
apologize again for any frustration he has experienced during this transaction
Kindest Regards,
***. ***
Bobs Discount Furniture
*** ***
Good Afternoon Revdex.com,
We have contacted this customer today (10.07.2014) and
advised that we will offer a refund after this merchandise has been
successfully removed from the homeThis pick up is scheduled to occur today
(10.7.2014) and we apologize sincerely for the dissatisfaction that
*** was
met with during multiple delivery attempts and in speaking with our Customer Care
OfficeWe thank our customer for making this complaint so that we can use the
coaching and quality concerns presented as tools to grow within our
organization
Our records
indicate that *** will be following up with our retail location after the
pick up is completed so that her refund can be completely processed to the
original method of payment
Kind
Regards,
*** ** ***
Bobs Discount
Furniture
*** *** *** ***
Good Afternoon Revdex.com,
Our records
reflect that our technician’s work was accepted by *** on and our
records further reflect that our technician did not verify the cause of the
concern to be that of a factory defect on the tableWe do apologize for the
customer’s alleged experience between us and the *** company and we do
feel the protection plan we sell is extremely valuable given the price point it
carries
As a
business we did take a path of resolving this concern when the customer was denied
by the third party company
As the Revdex.com is aware, the size of our business is
massive and we would not be continuing to grow so rapidly into new territories
if we operated without honesty and transparencyWord of mouth travels
extremely fast especially in an age of technology and It is a terrible fact I
learned many years ago in my business that a happy customer will typically tell
of their family/friends while an unhappy customer will tell of their family/friends
Add social media into the mix of that and you can place a zero on the end of
both those figuresI do not deny that we, like any business, have unhappy
customers who have experienced failures or headaches while seeking to resolve
their claimsThe internet is a place where information even from many years
prior remains currently viewed and judged uponMany customers whose claims
have been resolved or denial results overturned don’t feel the need to take
action on reposting/posting positive feedback
In regards to our *** *** Plans we have a very
high ratio of approved claims through this plan and the company we partner
withSadly it is not common that a customer can access a data base made by
other customers of great reviews on their successful claims experiencesI do
apologize that this customer believes to have experienced any confusion during
their time of sale, we do not deceive our customers, support products and plans
we do not find valuable, and we do not force our customer into buying any
productTo categorize our protection plan as poor quality or state that all of
our customers are complaining just doesn't give the nearly 3,
customers that are receiving a great experience today and in the future, as
well as my nearly 4,team members who strive every day to make the
experience a pleasant one, ample credit
We are genuinely very sorry when our
customers experience failures that result in any amount of unintended
inconvenience and we stand by the quality of our merchandise and the integrity
of our entire organizationPlease don’t ignore the fact that the internet
contains a small percentage of complaints which stay on foreverWe take great
pride in the reality that on a daily basis we maintain a vastly larger pool of
customers who are completely satisfied with their merchandise and their
experiences with us overallOur customers, our ability to recognize our
failures and take ownership to make them right have allowed us to become the 15th
largest furniture chain in the U.S.
Regretfully given a review of all facts in this
specific scenario we are unable to offer our customer further recourse
Good Morning Revdex.com,
We apologize that our customer is so disappointed with the recent
purchase and services acquired thru our companyOur customer’s have always
been and will always be the most important part of our business and our
internal records do reflect that we made every attempt
possible to assist this
customer prior to this Revdex.com complaint being reviewed
As of this consumer contacted our Customer Care Offices
and spoke with our highest level available for assistance with her concerns
The customer called us one day after her delivery occurred and
alleged that the she believed the mouse came out of her newly delivered
productWe assured the customer of the fact that we take the appropriate
precautions to prevent occurrences like thisPrior to this phone call ending
the customer conveyed that she actually thought the mouse may have just been in
her home, she described just purchasing this residence to our Customer Care
Agent
The customer also conveyed to us that she wasn’t happy with this
merchandise and we offered various options for resolution directly to our
customer on this dayWe explained that we were happy to provide a service,
even exchange, or a reselection (to different merchandise) to our customerWe
even advised the customer that we would cover the cost of a new delivery fee
should she wish to pick out different product
Our records indicate that this customer continued to demand a
refund As the Revdex.com knows our refund
policy is very clearly expressed on our sales invoice, this invoice is also
commonly signed by our customer at the time of saleIn an extreme effort to
meet our customer’s demands while keeping the needs of our business in mind- we
did offer a partial sales order refund to the customer on the sofa, loveseat
and lampsThis offer was refused
and we were told by the customer that someone else in the home liked the lamps
and they would prefer to take a service repair appointment to correct any
merchandise concerns they had
We scheduled the service appointment for (last Friday),
the customer told us that service was needed prior to 3:00pm and we made sure
that her request for time frame was also honoredOur technician’s report
indicates that he was let into the home at approximately 11:00am; the customer
went upstairs, came back downstairs and made a comment indicating that there wasn’t
time for the technician to be allowed to complete the service appointment and
our technician had to leave the residenceWe then attempted to contact the
customer directly by phone at approximately 11:16am to reschedule this service
appointment and we had to leave a message for the customer
At this time we are still very willing to assist our customer
directlyThe options for resolution we have thoroughly communicated to this
customer are still available to the customerShould the customer wish we can
complete any of the following options:
1)
The service can be rescheduled for another day
of the customer’s choosing
Or
2)
The customer can contact us and schedule an
even exchange for the merchandise that has damages to it
Or
3)
The customer can contact us and we can create
a store credit based on the price paid for this merchandise (so ultimately the
customer can pick out merchandise they are satisfied with)
Or
4) The
customer can contact us and schedule a date when we can remove the Sofa,
Loveseat, and Lamps for a monetary refund
A
refund of monies cannot be transferred back to this customer until the
merchandise has been fully returned to our distribution center
Please ask that the customer either respond to us via this Revdex.com
channel or contact us directly to advise us of how they would like to proceed
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
Please pass on our sincere apologies for the events that occurred
on and the delay these unexpected events caused thereafterBy all
accounts and by all parties involved our company was informed that the
occasional tables were successfully delivered to the
customer’s address on
Per the informational trifold provided during the time of sale any
customer is able to have another person (years or older) available to accept
their deliveryAgain we are very sorry for any delay that caused unintended
inconvenience to our customer, however as a business we must take the
appropriate steps to confirm whether the merchandise was accepted or delivered by a third party under fraudulent terms prior
to allowing another delivery to take place
As of today (1.26.2015) our records indicate that the
customer has reselected to an occasional table set of lesser value and the
difference in between the original selection and this new selection has been
refunded to the customer’s original method pf payment
The new occasional table set is scheduled to be delivered on
We have also added special notes for the new delivery team’s review
that no one except the customer (confirmed with proper ID) is permitted to take
possession of these occasional tables
Good Morning Revdex.com,
We apologize that this customer is so unsatisfied with our
return and cancelation policyWe try very hard each day to honor our customer’s
requests to the best of our ability while still seeking to balance the needs of
our business The second page of the
sales
invoice, which is routinely signed by the consumer prior to leaving our
retail location, has clear and concise information regarding our refund and
cancelation policies
The first line listed under ‘Refunds and Cancelations Policy’
indicates why we are unable to take back the power bed bases. Furthermore, in this customer’s scenario we
have fully honored the ‘Mattress Satisfaction Policy’ we expressed (whether it is
by written and/or verbal confirmation) at the time of salePlease note that as
the power bases act as the mattress’s foundation it can also be concluded by
most third party views that we list these as not eligible for return within the
‘Mattress Satisfaction Policy’ (I have highlighted and underlined this point
for your review)
REFUNDS
AND CANCELLATIONS POLICY
You may
request a full refund on orders for stocked merchandise at any time up until
the time we deliver the merchandise to you or until you pick it up
MATTRESS
SATISFACTION POLICY
Our goal is
to do our best to ensure that you are happy with your mattress purchaseIn the
unlikely event that your mattress has a factory defect, we will replace it
during the stated manufacturer's warranty periodIf you are unhappy with the
comfort of your mattress after having
slept on it for thirty (30) days, please call our Customer Care Center at
###-###-#### within sixty (60) days of your delivery and one of our
representatives will arrange for you to make a onetime re-selection on your
mattress onlyFoundations within the
same manufacturer are not included
in our Comfort Assurance PolicyWe will charge or credit you for any
price difference between the original and the re-selected mattressesCredits
will be issued based on the original method of payment via the guidelines
stated aboveWe will charge you our prevailing re-delivery fee to cover the
costs of delivery for the re-selected mattress and piof the original
mattressIf you do not re-select another mattress, we will refund the full
purchase price less our prevailing delivery fee
Speaking strictly on logic now, our records reflect that this
customer is seeking to return the mattresses because they are uncomfortable
The power bed bases or foundations would have no bearing on the comfort or feel
of the mattressWouldn’t the consumer benefit more by reselecting to a
mattress that they felt was more comfortable? Bobs Discount Furniture offers
the best mattress satisfaction policy industry wide
As a business we have not failed this customer, we delivered the merchandise
that this customer selected in the condition we promisedOur policies are
clearly notated on the documentations the customer was provided and we respect
the authority of these policies and procedures in honor of keeping all
resolutions fair and adequate for all consumers alike
We do appreciate the mediation assistance of the Revdex.com and apologize
to the customer again that we have no further recourse to offer relating to
this concern
Kindest Regards,
*** ** ***
Bobs Discount Furniture
*** *** *** ***
Complaint: ***I am rejecting this response because:
I called Customer Care twice last weekOne of the reps gave me the name of the technicianShe also promised to have a supervisor return my callThe call never happenedThe first call back was today, a voicemailI find it absurd that the picture could show the sag, as one would need to sit on the furniture and put their arm on the armrest
Obviously, the reps who answer the phone are liars.....ie: wrong name of technician; never got a report from the technician who had a name tag of ***; nothing was done to fix the arm and now horrible and accusing service once again from the rep who responded to this claim!! So basically, she is calling me a liar?????????????????????????????
Why on Earth, would I make this up???????????????????????????????
I want either a refund, or a new piece of furniture.Sincerely,*** ***
Good Morning Revdex.com,
I have spoken with *** this morning (10.01.2014) and
provided her with my direct number for contact in the case that she ever needs
further assistance with this concern in the futureWe genuinely apologize to *** as we agree that having dealt with
multiple defective products within
a warranty period is a valid reason for us to consider making an exception to
our established policies
We have agreed to provide *** with a monetary refund
after the mattress and foundation have been removed from her residenceWe are
currently scheduled to pick up this bedding set on
Thank you
for the opportunity to make it right,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Day Revdex.com,
Our offices are in receipt of this rebuttal on and are
communicating back as of
Please thank the customer for sending thru a picture of the
damageAs depicted this is not breakage to woodIt appears that the finish of
the table has been removed and as this customer disclosed and reported to
Guardian this is damage from something (it hasn’t been disclosed as to what was
used on the table to clean it) used on and during the act of cleaning the
tableOnce again (I have also attached a copy of the terms and conditions page
for the Guardian Plan that denotes this) the protection plan covers for
accidental occurrences of damageA consumer cleaning their item with a
cleaning agent of their own discretion cannot be deemed as an accidental
occurrenceThere is also no way for a retailer of any kind to determine how
long a cleaning agent has been progressively used on a piece of merchandise
Under the provisions of the protection plan purchased -Bobs Discount Furniture
covers factory defect concerns and The Guardian Company covers occurrences of
accidents, as this customers concern depicts neither the protection plan has
not failed the customer
Bobs Discount Furniture truly wishes that we could provide
resolution to every customer who has a concern and we remain very sorry that in
this scenario we have no further recourse to offer relating to the damage
caused by the customer to the table
Kindest
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
Our offices
are just now in receipt of this claim today (2.06.2015) and as of yesterday
(2.05.2015), I personally spoke to this claimant and provided an agreeable
resolution for this concern
At this time
we would consider this concern closed as resolved
Kindest
Regards,
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Revdex.com:
I am still not happy with the outcome or the experience from Bob's and will accept a gift card as a form of an "apology" But Bob's should remember a saying in business..." A happy customer will tell one friend about a good experience with a business but an unhappy customer will tell everybody" in the end 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,
Please pass on our sincerest apologies for the concerns that
our customer has experienced with their dining room set purchased from Bobs
Discount FurnitureWe further apologize that our customer was informed that an
appointment time after 5:00pm could be honoredThis
is not possible for
delivery or service as we never expect our delivery teams or technicians to be
on the road that late
We have entered a reselection credit into our systems so
that the customer can reselect to a dining room set that will not present any
further quality concernsThe credit number associated with this reselection
is: ***
Should the customer have any further questions about this store
credit/reselection process we ask that the visit their Bobs Showroom or contact
our Customer Care Offices at *** (Mon-Sat 6:30a -8:00p / Sun 10:30a
-7:00a)
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
Please pass on our deepest apologies to our customer for the
poor service and customer care experiences he outlines to have occurred
I attempted to look up the photographs that the customer
states they sent into our photo box and I was unable to locate these
I
am happy to research this claim further with our Service
Management Team and follow up with this customer on what possible options for
resolution we may have to provide him
with after I am able to review photos
Please ask that the customer send these photos thru this Revdex.com
channel for further assistance on this claim
Kindest
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com, While it looks like the customer sent their rejection thru this channel on 3.13.2015, the response was just received to our offices on As of all deliveries were booked and routed for and there would again have been no time to properly inspect this dresser, as the customer has made clear they’d like to have happen While Bobs truly appreciates the mediation channel you provide to customers and businesses alike we strongly suggest that this customer contact us directly so that we can get the most efficient delivery and service dates scheduled for this specific consumerI can be available via email to this customer at *** should they wish to communicate with me directly so there is no chance of unexpected delay againOur original offers in solving this customer’s merchandise concerns remain active, the upcoming Saturday deliveries that would qualify for inspection on the dresser are April 4th, or April 11th, Kindest Regards, *** ** *** Bobs Discount Furniture Corporate Customer Care Liaison Thank You, *** ** *** Customer Care Corporate Liaison ** *** *** **
*** ** *** (*** (Direct) 6*** (Fax)
Good Afternoon Revdex.com,
We are sincerely sorry for the errors that occurred on our
end to cause this customer such distressWe completely agree with the customer
that the failure to continually schedule this order is our fault and we will absolutely
address the coaching concerns that have
been brought to our attention. We are very disappointed that we were unable
to salvage our customer’s trust in our business
The refund did not have to be processed in the form of a
check (taking 7-business days) and could have been processed back to the
customer’s original method of payment (credit card) via an unrecorded phone
lineOur records do indicate that the check option was selected by the
customer as their preference and I have ensured that the account is properly
updated to indicate the name/spelling the customer has listed in this Revdex.com
complaint of: *** ***
I do understand the customer’s apprehension in receiving this
check and again apologize for the lack of confidence the customer has been left
with Should the customer wish to have a
‘stop payment’ request placed on the check and the original credit card
refunded instead, that request can be made to us via our Customer Care
Department at any point in timeWe have a ‘refund line’ available that remains
unrecorded for our customer’s protection during processing and we never maintain
full credit card numbers on file
Kind Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Good Afternoon Revdex.com,
We apologize that Mr*** experienced any concerns with the
merchandise or the behavior set forth by the delivery team Our records outline several refunds processed
to Mr*** as resolution for the merchandise concerns and as our apology for
associated
failures in scheduling and alleged delivery team behaviors
Following our operations for Property Claim involving a
third party provider, Mr*** claim was handled and followed thru on unswervingly
by the third party providerMr*** was provided with a follow up from the
trucking company directly per the below included copy of emailShould Mr
*** have further questions or concerns regarding this specific property claim
we encourage him to follow the direction set forth by the trucking company in
the included communication:
***
From: *** ***
Sent: Thursday, January 22, 3:PM
To: ***
Cc: *** *** ***; ***; ***
Subject: Bob's Discount Furniture Damage Claim #***
FOLLOWING EMAIL FROM *** ***
Dear *** ***
It’s been brought to my attention that
your damage claim with Bob’s Discount Furniture from March 21, 2014, has
been denied as of April 24, 2014.
During our initial contact in March, you
indicated you would not be pursuing this damage claim
Our policy is to keep damage claims open for
only days. With that in mind, we are notifying you in writing to
consider this damage claim now officially closed
If you have any concerns or questions,
please contact me directly
Regards,
*** ***
*** *** ***
*** *** *** ***
Email: ***
Phone: ***
***
Kind Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because: I still have not received my refund and it is the third business day today and you indicated that my dilvery was on the of February witch is not true I think you have me mixed up with someone else's delivery date because I was at BoB's furniture on a Friday the and my delivery came the following Friday the at 1pm when It was supposed to be a early delivery its a shame that I have to deal with this I just want my money back and I'll never shop at a BoB's furniture againAlso no one never told me it takes -business days I was told business days and like I said my money still has not been refunded
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,
*** ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
Good Morning Revdex.com,
We apologize for any disappointment the customer is
experiencing with their recent purchase from our ‘Pit’ locationWe also
apologize about the alleged items that the customer cites to have located in the
merchandise when performing a more detailed inspection then what
they opted to
complete at our store
Bobs 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 injusticeFollowing the
operations of our ‘Pit’ locations the customer would have viewed the exact
piece that they were agreeing to purchase and take with them from the ‘Pit’
locationThis particular living room set was sold by our company for several
years and this particular model could have been one of our showroom floor
models (items go to our ‘Pit’ locations when they are discontinued from our
active sales lineup), this means that this set would have been routinely sitting
on display day in and day out in one of our show rooms These items were most likely sat on by
hundreds of customers who visited the Bobs showroom to purchase or just to
lookPlease note that this estimate of timeline in the showroom does not
include the additional time these items spent being viewed and sat on within
this specific ‘Pit’ locationThe reasoning we provided our customer with
remains soundAs we have several showrooms in CT, this set could have come
from any of those showrooms and we do not keep active/detailed records for travel
in association with furniture from our ‘Pit’ locations
The customer paid $less than retail price to acquire
this merchandise and agreed to the associated terms and conditions of this
purchase at the time of saleAs a business we have not failed our customer and
stand behind the fact that any type of wear or tear associated with this
item allowed the customer to obtain the pieces at the disclosed discount rate
and ‘As Is’ declaration
Kindest
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning
Revdex.com,
Please pass on our sincerest apologies
for any inconvenience caused to Mr*** to experienceUpon researching this
concern I have been educated that it was the credit card company directly
seeking verification of ID off of Mr***’s web sale and not a
request
initiating from Bobs Discount Furniture alone.We take any alert of a possible concern with any
customer’s personal security seriously and take the precautions we feel necessary
to protect all customers alike.
As I have just received this complaint
today (1.09.2015) further research into this account shows that after this complaint
was initially sent to you on (within hours) one of our Customer Care Management
tiers established contact with Mr.***, also providing him with her direct
contact information for future use
We stand behind the information our
highest level of Customer Care has already communicated to Mr*** and
apologize again for any frustration he has experienced during this transaction
Kindest Regards,
***. ***
Bobs Discount Furniture
*** ***
Good Afternoon Revdex.com,
We have contacted this customer today (10.07.2014) and
advised that we will offer a refund after this merchandise has been
successfully removed from the homeThis pick up is scheduled to occur today
(10.7.2014) and we apologize sincerely for the dissatisfaction that
*** was
met with during multiple delivery attempts and in speaking with our Customer Care
OfficeWe thank our customer for making this complaint so that we can use the
coaching and quality concerns presented as tools to grow within our
organization
Our records
indicate that *** will be following up with our retail location after the
pick up is completed so that her refund can be completely processed to the
original method of payment
Kind
Regards,
*** ** ***
Bobs Discount
Furniture
*** *** *** ***
Good Afternoon Revdex.com,
Our records
reflect that our technician’s work was accepted by *** on and our
records further reflect that our technician did not verify the cause of the
concern to be that of a factory defect on the tableWe do apologize for the
customer’s alleged experience between us and the *** company and we do
feel the protection plan we sell is extremely valuable given the price point it
carries
As a
business we did take a path of resolving this concern when the customer was denied
by the third party company
As the Revdex.com is aware, the size of our business is
massive and we would not be continuing to grow so rapidly into new territories
if we operated without honesty and transparencyWord of mouth travels
extremely fast especially in an age of technology and It is a terrible fact I
learned many years ago in my business that a happy customer will typically tell
of their family/friends while an unhappy customer will tell of their family/friends
Add social media into the mix of that and you can place a zero on the end of
both those figuresI do not deny that we, like any business, have unhappy
customers who have experienced failures or headaches while seeking to resolve
their claimsThe internet is a place where information even from many years
prior remains currently viewed and judged uponMany customers whose claims
have been resolved or denial results overturned don’t feel the need to take
action on reposting/posting positive feedback
In regards to our *** *** Plans we have a very
high ratio of approved claims through this plan and the company we partner
withSadly it is not common that a customer can access a data base made by
other customers of great reviews on their successful claims experiencesI do
apologize that this customer believes to have experienced any confusion during
their time of sale, we do not deceive our customers, support products and plans
we do not find valuable, and we do not force our customer into buying any
productTo categorize our protection plan as poor quality or state that all of
our customers are complaining just doesn't give the nearly 3,
customers that are receiving a great experience today and in the future, as
well as my nearly 4,team members who strive every day to make the
experience a pleasant one, ample credit
We are genuinely very sorry when our
customers experience failures that result in any amount of unintended
inconvenience and we stand by the quality of our merchandise and the integrity
of our entire organizationPlease don’t ignore the fact that the internet
contains a small percentage of complaints which stay on foreverWe take great
pride in the reality that on a daily basis we maintain a vastly larger pool of
customers who are completely satisfied with their merchandise and their
experiences with us overallOur customers, our ability to recognize our
failures and take ownership to make them right have allowed us to become the 15th
largest furniture chain in the U.S.
Regretfully given a review of all facts in this
specific scenario we are unable to offer our customer further recourse
Good Morning Revdex.com,
We apologize that our customer is so disappointed with the recent
purchase and services acquired thru our companyOur customer’s have always
been and will always be the most important part of our business and our
internal records do reflect that we made every attempt
possible to assist this
customer prior to this Revdex.com complaint being reviewed
As of this consumer contacted our Customer Care Offices
and spoke with our highest level available for assistance with her concerns
The customer called us one day after her delivery occurred and
alleged that the she believed the mouse came out of her newly delivered
productWe assured the customer of the fact that we take the appropriate
precautions to prevent occurrences like thisPrior to this phone call ending
the customer conveyed that she actually thought the mouse may have just been in
her home, she described just purchasing this residence to our Customer Care
Agent
The customer also conveyed to us that she wasn’t happy with this
merchandise and we offered various options for resolution directly to our
customer on this dayWe explained that we were happy to provide a service,
even exchange, or a reselection (to different merchandise) to our customerWe
even advised the customer that we would cover the cost of a new delivery fee
should she wish to pick out different product
Our records indicate that this customer continued to demand a
refund As the Revdex.com knows our refund
policy is very clearly expressed on our sales invoice, this invoice is also
commonly signed by our customer at the time of saleIn an extreme effort to
meet our customer’s demands while keeping the needs of our business in mind- we
did offer a partial sales order refund to the customer on the sofa, loveseat
and lampsThis offer was refused
and we were told by the customer that someone else in the home liked the lamps
and they would prefer to take a service repair appointment to correct any
merchandise concerns they had
We scheduled the service appointment for (last Friday),
the customer told us that service was needed prior to 3:00pm and we made sure
that her request for time frame was also honoredOur technician’s report
indicates that he was let into the home at approximately 11:00am; the customer
went upstairs, came back downstairs and made a comment indicating that there wasn’t
time for the technician to be allowed to complete the service appointment and
our technician had to leave the residenceWe then attempted to contact the
customer directly by phone at approximately 11:16am to reschedule this service
appointment and we had to leave a message for the customer
At this time we are still very willing to assist our customer
directlyThe options for resolution we have thoroughly communicated to this
customer are still available to the customerShould the customer wish we can
complete any of the following options:
1)
The service can be rescheduled for another day
of the customer’s choosing
Or
2)
The customer can contact us and schedule an
even exchange for the merchandise that has damages to it
Or
3)
The customer can contact us and we can create
a store credit based on the price paid for this merchandise (so ultimately the
customer can pick out merchandise they are satisfied with)
Or
4) The
customer can contact us and schedule a date when we can remove the Sofa,
Loveseat, and Lamps for a monetary refund
A
refund of monies cannot be transferred back to this customer until the
merchandise has been fully returned to our distribution center
Please ask that the customer either respond to us via this Revdex.com
channel or contact us directly to advise us of how they would like to proceed
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison