Dear Revdex.com,
Please pass on our deepest apologies for any disappointment this
customer is experiencing with the ‘*** ***’ Plan or the merchandise listed
here
Regretfully I am unable to locate any account information that matches
this consumer’s complaint within
our internal records
I have looked under the name, phone number, and address provided here and
come up with no matching records for any of those three key indicators
Can you please ask the consumer to verify the invoice number (order
number) associated with their purchase so that I can proceed in assisting on
this complaint further? They can locate
this order number via the sales receipt provided at the time of purchase
If the order number is not available please have the consumer list the
purchaser’s name that should be listed on this account and/or the delivery
address associated with this merchandise originally
We ask that the customer responds to us thru this Revdex.com channel so that
your efforts in excellent mediation assistance are not wasted
Kindest Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
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
My replacement chair is scheduled to be delivered this Friday, October 10, I would prefer to keep this matter open until the replacement chair is delivered and is in undamaged condition
Thank you for your assistance in helping me resolve this matter
Sincerely,
*** ***
Good Morning Revdex.com,
Please pass on our sincerest apologies for the processing errors
on our part that have caused this customer to have to wait so long for her
remaining moniesWe further apologize for the lack of care our customer’s
concern was met with as she asserts to have been
referred to multiple facets of
our organization just to get the money back she was originally owedWe thank
our customer for bringing these coaching concerns to our attention and have
begun addressing these concerns accordingly
I tried to contact *** on the number she provided you with today
(1.21.2015)I left a message on her answering machine apologizing and
indicating that I was calling to obtain her credit card number so that we could
complete the processing of the remaining $that is owed to herSince I wasn’t
able to reach her I asked that the customer give us a call back at our retail
location to complete this processingI have left the (below) instructions for
this transaction on ***’s voicemail and have also posted these here for ***’s
review:
o
Anytime after 10am and before 9pm Dial ###-###-####
o
Press the number one (1) on your keypad when you hear
Bobs voice
o
When the office person picks up explain that you are
calling to get a refund processed to your credit card and provide them this
order number:***
o
At that point they will take the credit card
information from you and complete the processing
Kindest
Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Good Afternoon Revdex.com,
I have reached out to this customer by telephone today
(10.01.2014) and provided her with my direct number for follow upBobs
Discount Furniture is very sorry that our customer is experiencing any issues
with her product and we assure our customer that we do stand
behind the quality
of our product
I will need more information and evidence from our
customer to continue my research and come up with a fair and appropriate resolution
that balances both the demands of our customer and the needs of our business
Please ask that the customer send through photographic
evidence of this concern so that I can confirm the damage is in fact a manufacturing
defect with a review from our professionally trained Service Department
The customer is more than welcome to reach out to me
directly by phone at ###-###-#### and email me these photos directly to me at ***
Kind Regards,
*** ** ***
Bobs Discount Furniture
*** *** *** ***
Complaint: ***
I am rejecting this response because:
There have already been issues with the partial order that was delivered on 10/25/
The bed was not assembled correctly causing me to fall into the frame of the bed in the middle of the night!!!!
And now I am getting conflicting voicemail about when the remainder of the order will be deliveredThe store contacted me 10/and told me the sofa that was supposed to be delivered on 11/was not being delivered until 11/but today I get an automated message wanting me to confirm delivery on 11/1??!!
Can one hand communicate with the other?
I'll wait and see how they handle this before I close it out.
Sincerely,
*** ***
Good Morning Revdex.com,
While we apologize to our customer that they remain disappointed personally
in this selection of product our records indicate that we have taken the
appropriate actions to aide our customer
On we sent a factory trained technician to this customer’s
home
who verified there were no manufacturing defects with this product
As per our listed (and agreed to by the customer at the time of
sale) policies we will offer recourse under the associated warranty should a
defect be present
We worked above and beyond those listed policies, prior to this
claim being filed, offering to take a direct hit as a business just to appease
our customer’s allegation that their piece was experiencing a concern beyond
that of their preference
Our records indicate that as of this consumer fully
accepted the store credit offer we provided and we are scheduled to remove this
item due to customer preference concerns on
We thank the Revdex.com for their assistance in mediation however as a
business we are honoring the expressed policies we conveyed to this client at
the time of sale and have already made offers that cause our business an
extreme loss outside of those stated policies
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
***,
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
I do apologize that you have personally experienced any disappointment
during your purchase, we do not deceive our customers, support products and
plans we do not find valuable, or continually set out to fail our customersTo
categorize our business as not having “….a single satisfied customer…” or infer
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.
As a business we have worked to successfully make the failure
initially caused to you rightOnce damaged items have been exchanged any
additional accommodation we feel adequate to offer to any customer is a form of
our apology and at our internal discretion
Our final offers for compensation are listed below for your
review:
We will upgrade the Bobs Discount Furniture Gift Card offer to an
amount of $
Or
We will provide you with a $monetary refund (to your
original method of payment) as our form of apology
Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
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, but they need to work better to ensure this doesn't happen to other customers in the future.
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. The gift card can be sent to my address on file
Sincerely,
*** ***
Complaint: ***I am rejecting this response because: I made this purchase over the phoneAnd never received any paperwork, with any information regarding exchangeIt was explained to me over the phoneThat if I needed to return for a new selectionThere would be no re charge for delivery I went into the store, after having received the first mattress and stated i'd never gotten a receipt for the purchaseThis is how I received one I had thought they would give me one upon delivery So no one went over it with me. Sincerely,***
Good Morning Revdex.com,
I personally spoke to this customer after she was connected into
my internal line last month (3.10.2015) regarding the property claim for wet
carpet, I did not make an outgoing call to this customer and while speaking
with the customer I fully explained to her how the
property claims processed
worked with a third party trucking company
At this time the customer verbally informed me that she would “feel
whole” if we were able to refund her delivery fee and I directly processed the
transaction for this concern as the
customer verbally agreed (to me directly) that she would not be pursing this
claim any furtherAt that time I made the customer aware that it would
take 5-days business days from the coming Friday (3.20.2015) for the delivery
fee refund check to be receivedAs the check was cut and sent on the
details I disclosed to this customer were fully adhered to
In regards to the refund being processed on the sofa return we are
very sorry that the processing of this was not allocated from our system in the
same manner the refund I personally processed wasOur records do indicate that
we have worked above and beyond to get these checks expedited to our customer
by working outside of the guidelines that we disclose on the customer’s
invoice
While the customer’s invoice discloses that any refund of check
will be issued within days, we were able to release the remaining two checks
much more rapidly and our records indicate that all remaining refunds have been
processed back to our customer from our systems fully and the checks are en route
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
Please pass on my sincerest apologies for the overall poor
experience our customer has endured while seeking to get only what was guaranteed
at the time of saleWe certainly do not intend to cause our customers more
grief while rectifying failures we have initially
caused and we are truly sorry
for the aggravation we have caused *** and his wife to feel
Our records indicate that as of *** merchandise has been delivered in satisfactory conditionI have processed the
paperwork to refund the delivery fee *** was charged and left instructions
(below) for *** on how to contact our store to have this fully processed back
to his original method of paymentWe do not keep full credit card numbers on
file for security reasons; please ask that *** follow the instructions below
at his earliest convenience
o
Anytime after 10am and before 9pm Dial ###-###-####
o
Press the number one (1) on your keypad when you hear
Bobs voice
o
When the office person picks up explain that you are
calling to get a refund processed to your credit card and provide them this
order number: ***
o
At that point they will take the credit card
information from you and complete the processing
We apologize again that so much of *** valuable time has
been spent on these concerns and thank *** for his feedback so that we can appropriately
rectify the coaching concerns we have
Hello Brian,
As stated in
my previous response the *** records indicate that you reported the
following:
“Cust states its wearing out, from
use.”
This is
clearly not a report containing an accident and you have made no effort to
advise our company of what accidental occurrence caused the damage on your
merchandise to occur
At this time
we apologize again that your claim is denied and stand behind the courtesy
resolution we have already offered you
Thank You,
*** ** ***
Bobs Discount Furniture
*** *** *** ***
Good
Afternoon ***,
I am genuinely
very sorry that you are experiencing any issue with your product and I assure
you that we do want to help you resolve this concernAs expressed on the
documents you received at the time of sale we reserve the right to inspect any
merchandise prior
to offering a replacementI further apologize for any lack
of care your complaint received while it was initiated to us; we value your
feedback beyond words and will most certainly follow up with our retail
location to ensure we are offering the best care possible at every level of our
organization
SERVICE POLICY
We
guarantee that our new products will be free from factory defects for one year
from date of delivery or pickupOur mattresses and motion furniture may carry
additional factory guaranteesYou must report any factory defects to our
Customer Care team within one (1) year of possession, and a Customer Care
representative will schedule one of our Service Technicians to inspect the item
and service it to factory standards at no cost to youIf the Service
Technician determines that the factory defect is not serviceable, we will
replace the affected item
Having been
in my business for nearly a decade, I can tell you that it’s quite uncommon
that we would try to complete a repair on a foundationIf the technician
determines that your foundation is experiencing a defect concern you will be
scheduled for an even exchangeThe Bob O Pedic mattress you have is sold with
the same structurally made foundation that we sell our entire line of Bob O Pedics
withWe work with the same manufacturer on all of our memory foam bedding so
regretfully we have no physical way to offer you a different foundation for the
model mattress you have It is possible
that the foundation you received was built incorrectly at the overseas factory
it hails from and this is the reason for your disappointmentFollowing our
usual successful practices under our service policy we are already scheduled
out to your residence to complete our inspection
Our records
reflect that we are scheduled to your residence on to inspect this
foundation for defects under its current year non prorated warrantyPrior
to the technician leaving your residence he will make a phone call to our
Customer Care Office to discuss the results of your serviceOne of our
professionals in customer care will speak with you directly at that time
regarding the outcome of your service and what the next steps in resolution may
be
While I
acknowledge that you do not find our process sound, I do stand behind the
policies and procedures we have in place for this type of concern as the most
effective way to remain fair to all our consumers alike.
Sincerely,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good
Afternoon ***,
I am very sorry for the disappointment you are experiencing with
your merchandiseI assure you that Bobs Discount Furniture cares very much to
satisfy all our customers and we stand behind the quality of our products even
after the expiration of our one year
guarantee period
The merchandise you have is made of bonded leather, this would
have been displayed right in front of the set (and still currently is) while
you were making your selection in our showroomBonded Leather offers the look
of luxury at a much more affordable price point and as its name depicts, bonded
leather is real leather that is adhered (or bonded) to a fabric backing with a
strong adhesiveOver time and with any amount of use expansion of the
molecules that join the bonded leather to the fabric backing becomes present
and the material starts to separate from itselfBonded Leather is manufactured
the same way industry wide and peeling over time is not isolated to the bonded
leather products we sell at Bobs Discount FurnitureIf you continue to
purchase/maintain bonded leather furniture in your home regretfully peeling can
occur based on the nature of this material’s manufacturing process You
have had this set for over two years and the direct Bobs warranty on your
merchandise expired over one year ago and as this concern does not stem from a
factory defect in the product’s workmanship and is viewed as wear and
tear industry wide, there is generally no recourse for a business to offer
relating to an item’s wear and tear
While
I personally believe that your concern is related to the bonded leather there
are also several different pieces of information associated with your service
call within our recordsThe technician who visited your home indicated that
the material on the merchandise was “torn” and not “peeling”The technician further
advised us that you indicated thinking this occurred from the merchandise being
left in direct sunlight and he explained that this “tear” had to have occurred from
an accident in the environment causing this to happen to the bonded leatherShould
the “tear” be the result of an accident there are several scenarios that are
covered under your protection plan called ‘*** ***’
I have
searched through our data base several times and I am unable to locate pictures
from his stop at your homeAt this time if you seek further assistance through
Bobs Discount Furniture directly we request that you send us pictures of the
damage through this Revdex.com channel you have initiated for mediation
Please
send a minimum of two photos:
(1) Photo of the merchandise from
a distance so the entire sofa can be seen
(1) Photo of your concern with the
bonded leather at a close range
After
receipt of your photos we will review the pictures with our Service Managers
and respond with what, if any, further resolution we are able to offer you for
this concern
I do
apologize to you again for any inconvenience or frustration this concern has
caused you and I look forward to reviewing your pictures so I can aide in
helping you move forward with this claim
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 usGuardian (Crypton is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount
of
approved claims through this third party companyOur customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries
We provide a general flyer at the
time of sale that very clearly indicates there are some exclusion(s) to the
protection plan and the document further encourages the consumer to read their
full plan documents for the list of exclusionsAs the manager of the plan,
Guardian is responsible for sending the consumer the plan documentsShould the
customer decide that they would like to review the complete plan documents as
the flyer suggests and they don’t have these documents, we assume (as any
retailer would) that the customer would then try and obtain said documents for
reviewHad we been made aware of the need for these terms and conditions we
most certainly would have provided them upon any requestAs it is not
typically a document we provide we literally have no way of knowing whether the
consumer has received the complete plan or not and we see no reason not to
trust that Guardian is continually sending these documents as many claims for
coverage are routinely approved
I have included a copy of the
terms and conditions associated with this protection plan, like any other
protection plan sold on electronics, automobiles, or home appliances there are
exclusions to coverage that every consumer must adhere to in order to keep all resolutions
fair for all consumers alike
As per the documents provided and
expressed (whether written or verbally) the customer no longer has coverage for
any instances directly thru Bobs Discount FurnitureThis customer is demanding
that we make a special exception for them outside of all expressed and written
policiesAs a business we are unable to overturn the choices made by a completely
separate businessWe are willing to make a one
time only courtesy offer for resolution because we care very genuinely for
our customer’s happinessPlease note this merchandise, having been in the home
for nearly three years is not eligible for resale and would need to be disposed
of by our business
Offer for Resolution:
We will provide the customer with
70% store credit based on the price paid to us for the 82” Sofa and the 92”
Sofa (Credit = $ 558.60)
Once they have visited a showroom to make their reselection (within the next
two months) we will remove the current merchandise they have in their
possession on the same date we deliver the new selection
As an additional courtesy we will also cover the cost of any
delivery fee associated with the newly selected merchandise (that is approxan additional $100-$savings
credit for the customer) should the customer accept this courtesy offer for
resolution
I look forward to hearing back from the customer and apologize
again that they have spent any of their valuable time on solving their
furniture concerns
Thank You,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon
Revdex.com,
Please
pass on our sincerest apologies to the customer for the failure that caused her
delivery date to be changedWe most certainly understand the frustration and
inconvenience this caused our customer and remain just as disappointment as she
is that we are unable
to procure her full sales order of merchandise for
delivery on the agreed upon original date
As we
are continually growing and prospering as a business it is completely uncommon
that we would guarantee a delivery date and then not honor that promiseWe
wouldn’t be as successful as we are should this be the natural order of things
for our company, therefore after reading this complaint I did feel it necessary to perform my own
research as to why the original date may have become unattainable
My
research indicated that certain integral parts of the customer’s merchandise
became unavailable to our expected inventory stock count therefore the soonest
date we would physically have the merchandise to bring to her changedThis
inventory depletion can happen and while extremely rare we are regretfully at
the mercy of the shipping system used by our overseas vendorsThe merchandise
is loaded to shipping containers and transferred across the ocean on a large
boat, United States Customs is always involved, and then the merchandise can be
offloaded and reloaded to an wheeler (managed by the vendor’s stateside
contacts) before finally arriving to one of our distribution centers
We
never anticipate this delay to occur and in most cases our dear customers are
never affected by the shipping process we take faith inAs the retailer in
this equation we have little to no control over the amount of time it takes for
product to arrive to us
In
the customer’s specific scenario our records indicate that this customer spoke
with a member of our retail location yesterday (12.29.2014) and had her
original demand honored (waiving of the delivery fee as an apology from us)
While these events remain beyond our control and we again apologize that the
original delivery date cannot be honored we do feel offering such a high level
of compensation prior to even making a delivery attempt is more than fair and
adequate in resolving this concern
Kindest Regards,
*** ** ***
Bobs Discount Furniture
*** *** *** ***
Good Morning Revdex.com,
Please pass on our sincerest apologies for the poor overall
experience our customer outlines in their complaintWe are genuinely very
sorry for any frustration we caused during what is intended to be a stress-
free and exciting time of purchase and delivery
While
we understand our customer’s reason for seeking compensation
the customer’s account (cr: ***) does not depict any open or
pending sales orders with our business at this time
Bob’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 usWhen we have successfully delivered the merchandise and our
customer is fully satisfied we are able to provide further options of our
apologies for any instances of inconvenience we may have causedWhile unusual,
we can make exceptions in extreme cases and provide a one time offer prior to
delivery of the merchandise but we would still need an active/open sales order
to work off of in order to accomplish this task
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
We are truly very sorry that we are unable to honor the
request to take back the power bed bases for a monetary refund
Again, addressing this from a logical standpoint the
customer has stated to our business that the current mattress is not
comfortable, reselecting to a different mattress would solve this comfort
concern completely and that is not something the consumer is even willing to
consider via this mediation channel
The customer has no reported defect with the *** bob bed
bases and these bases (a.k.aas foundations) can be used with any non
innerspring mattress from any retailerWhile we will absolutely address the
coaching concern the customer has alleged occurred during her time of sale, we
cannot offer resolutions based off of the consumers perception of what occurred
as we were not part of that transactionWe will investigate further however
having been a sales professional myself for many years I understand that the
time of sale is a very exciting time for the customer and multiple pieces of
important information that is clearly presented can be lost within this excitement
We still believe the expressed agreements presented to be
clear and concise as an electrical component that moves a mattress up and down
is not and could never be the mattress itselfPlease also note that while the
customer purchased a “package article” each component of the “package article”
has its own identifying inventory article number making these separate from one
anotherI have included a ‘Print Screen’ of the invoice associated with this
transaction and highlighted these facts for your review
As a business we are more than willing to address the comfort
concern with the mattresses the customer has reported, as there are no
mechanical issues that have been deemed a defect by a factory trained
technician and the*** bob bed bases have no bearing on the comfort of the
mattresses we will not be offering a return for refund on this merchandise
Sincerely,
*** ** ***
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 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, *** 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 approved
In
this consumer’s specific case I have attached the terms and conditions
(*** provides) for your reviewPlease see the below section on the left
side of the page via page number three (3) of the terms and conditions page:
•
Repairs necessitated by intentional physical damage, acts of nature, fire,
burglary,
theft, vandalism, collision, spilled liquids (unless specifically stated),
corrosion,
animal and insect infestation (including pet damage of any kind other
than
pet bodily fluids that may be covered or specifically stated under the Plan),
misuse,
neglect, mishandling and abuse
Again
as the additional coverage this customer elected to purchase at the time of
sale is not honored directly through Bobs Discount Furniture, our company has no
bearing on another company’s choice to approve or deny coverage under their own
guidelinesAs we haven’t viewed photographic evidence of the damage it isn’t appropriate
for our company to speculate further as to why the *** company considers
the claim for nail polish to be intentional, preventable or an act of neglect
We
again apologize that the customer didn’t receive the service expected from the *** company and are willing to look into this claim further and dispute
the claim with *** on their behalf should we feel necessary
and applicable
At
this time we ask that the customer provide photographic evidence via this Revdex.com
channel of the nail polish damageRegretfully if this inspection indicates
stains that could be determined preventable under ***’s terms and
conditions we will be unable to help further facilitate a dispute between our
company and the *** company
To
move forward please advise the customer that we require a minimum of two (2)
pictures (in color) for each item that is listed in the report to ***I
have listed the requirements below to ensure our request is specifically
notated:
-Photos of the Sofa
- Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the sofa
- Picture that clearly shows the damage marks at close range with a
measurement confirmation (ruler or tape measure present) if there is more than
mark on this item then more pictures may be necessary
-Photos of the Loveseat
- Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the loveseat
- Picture that clearly shows the damage marks at close range with a
measurement confirmation (ruler or tape measure present) if there is more than
mark on this item then more pictures may be necessary
(Minimum of photos please)
We
will review these photos and respond with what, if any, options for resolution
we may have to offer this customer
Sincerely,
*** ***
Bobs
Discount Furniture
*** *** *** ***
Dear Revdex.com,
Please pass on our deepest apologies for any disappointment this
customer is experiencing with the ‘*** ***’ Plan or the merchandise listed
here
Regretfully I am unable to locate any account information that matches
this consumer’s complaint within
our internal records
I have looked under the name, phone number, and address provided here and
come up with no matching records for any of those three key indicators
Can you please ask the consumer to verify the invoice number (order
number) associated with their purchase so that I can proceed in assisting on
this complaint further? They can locate
this order number via the sales receipt provided at the time of purchase
If the order number is not available please have the consumer list the
purchaser’s name that should be listed on this account and/or the delivery
address associated with this merchandise originally
We ask that the customer responds to us thru this Revdex.com channel so that
your efforts in excellent mediation assistance are not wasted
Kindest Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
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
My replacement chair is scheduled to be delivered this Friday, October 10, I would prefer to keep this matter open until the replacement chair is delivered and is in undamaged condition
Thank you for your assistance in helping me resolve this matter
Sincerely,
*** ***
Good Morning Revdex.com,
Please pass on our sincerest apologies for the processing errors
on our part that have caused this customer to have to wait so long for her
remaining moniesWe further apologize for the lack of care our customer’s
concern was met with as she asserts to have been
referred to multiple facets of
our organization just to get the money back she was originally owedWe thank
our customer for bringing these coaching concerns to our attention and have
begun addressing these concerns accordingly
I tried to contact *** on the number she provided you with today
(1.21.2015)I left a message on her answering machine apologizing and
indicating that I was calling to obtain her credit card number so that we could
complete the processing of the remaining $that is owed to herSince I wasn’t
able to reach her I asked that the customer give us a call back at our retail
location to complete this processingI have left the (below) instructions for
this transaction on ***’s voicemail and have also posted these here for ***’s
review:
o
Anytime after 10am and before 9pm Dial ###-###-####
o
Press the number one (1) on your keypad when you hear
Bobs voice
o
When the office person picks up explain that you are
calling to get a refund processed to your credit card and provide them this
order number:***
o
At that point they will take the credit card
information from you and complete the processing
Kindest
Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Good Afternoon Revdex.com,
I have reached out to this customer by telephone today
(10.01.2014) and provided her with my direct number for follow upBobs
Discount Furniture is very sorry that our customer is experiencing any issues
with her product and we assure our customer that we do stand
behind the quality
of our product
I will need more information and evidence from our
customer to continue my research and come up with a fair and appropriate resolution
that balances both the demands of our customer and the needs of our business
Please ask that the customer send through photographic
evidence of this concern so that I can confirm the damage is in fact a manufacturing
defect with a review from our professionally trained Service Department
The customer is more than welcome to reach out to me
directly by phone at ###-###-#### and email me these photos directly to me at ***
Kind Regards,
*** ** ***
Bobs Discount Furniture
*** *** *** ***
Complaint: ***
I am rejecting this response because:
There have already been issues with the partial order that was delivered on 10/25/
The bed was not assembled correctly causing me to fall into the frame of the bed in the middle of the night!!!!
And now I am getting conflicting voicemail about when the remainder of the order will be deliveredThe store contacted me 10/and told me the sofa that was supposed to be delivered on 11/was not being delivered until 11/but today I get an automated message wanting me to confirm delivery on 11/1??!!
Can one hand communicate with the other?
I'll wait and see how they handle this before I close it out.
Sincerely,
*** ***
Good Morning Revdex.com,
While we apologize to our customer that they remain disappointed personally
in this selection of product our records indicate that we have taken the
appropriate actions to aide our customer
On we sent a factory trained technician to this customer’s
home
who verified there were no manufacturing defects with this product
As per our listed (and agreed to by the customer at the time of
sale) policies we will offer recourse under the associated warranty should a
defect be present
We worked above and beyond those listed policies, prior to this
claim being filed, offering to take a direct hit as a business just to appease
our customer’s allegation that their piece was experiencing a concern beyond
that of their preference
Our records indicate that as of this consumer fully
accepted the store credit offer we provided and we are scheduled to remove this
item due to customer preference concerns on
We thank the Revdex.com for their assistance in mediation however as a
business we are honoring the expressed policies we conveyed to this client at
the time of sale and have already made offers that cause our business an
extreme loss outside of those stated policies
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
***,
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
I do apologize that you have personally experienced any disappointment
during your purchase, we do not deceive our customers, support products and
plans we do not find valuable, or continually set out to fail our customersTo
categorize our business as not having “….a single satisfied customer…” or infer
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.
As a business we have worked to successfully make the failure
initially caused to you rightOnce damaged items have been exchanged any
additional accommodation we feel adequate to offer to any customer is a form of
our apology and at our internal discretion
Our final offers for compensation are listed below for your
review:
We will upgrade the Bobs Discount Furniture Gift Card offer to an
amount of $
Or
We will provide you with a $monetary refund (to your
original method of payment) as our form of apology
Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
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, but they need to work better to ensure this doesn't happen to other customers in the future.
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. The gift card can be sent to my address on file
Sincerely,
*** ***
Complaint: ***I am rejecting this response because: I made this purchase over the phoneAnd never received any paperwork, with any information regarding exchangeIt was explained to me over the phoneThat if I needed to return for a new selectionThere would be no re charge for delivery I went into the store, after having received the first mattress and stated i'd never gotten a receipt for the purchaseThis is how I received one I had thought they would give me one upon delivery So no one went over it with me. Sincerely,***
Good Morning Revdex.com,
I personally spoke to this customer after she was connected into
my internal line last month (3.10.2015) regarding the property claim for wet
carpet, I did not make an outgoing call to this customer and while speaking
with the customer I fully explained to her how the
property claims processed
worked with a third party trucking company
At this time the customer verbally informed me that she would “feel
whole” if we were able to refund her delivery fee and I directly processed the
transaction for this concern as the
customer verbally agreed (to me directly) that she would not be pursing this
claim any furtherAt that time I made the customer aware that it would
take 5-days business days from the coming Friday (3.20.2015) for the delivery
fee refund check to be receivedAs the check was cut and sent on the
details I disclosed to this customer were fully adhered to
In regards to the refund being processed on the sofa return we are
very sorry that the processing of this was not allocated from our system in the
same manner the refund I personally processed wasOur records do indicate that
we have worked above and beyond to get these checks expedited to our customer
by working outside of the guidelines that we disclose on the customer’s
invoice
While the customer’s invoice discloses that any refund of check
will be issued within days, we were able to release the remaining two checks
much more rapidly and our records indicate that all remaining refunds have been
processed back to our customer from our systems fully and the checks are en route
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
Please pass on my sincerest apologies for the overall poor
experience our customer has endured while seeking to get only what was guaranteed
at the time of saleWe certainly do not intend to cause our customers more
grief while rectifying failures we have initially
caused and we are truly sorry
for the aggravation we have caused *** and his wife to feel
Our records indicate that as of *** merchandise has been delivered in satisfactory conditionI have processed the
paperwork to refund the delivery fee *** was charged and left instructions
(below) for *** on how to contact our store to have this fully processed back
to his original method of paymentWe do not keep full credit card numbers on
file for security reasons; please ask that *** follow the instructions below
at his earliest convenience
o
Anytime after 10am and before 9pm Dial ###-###-####
o
Press the number one (1) on your keypad when you hear
Bobs voice
o
When the office person picks up explain that you are
calling to get a refund processed to your credit card and provide them this
order number: ***
o
At that point they will take the credit card
information from you and complete the processing
We apologize again that so much of *** valuable time has
been spent on these concerns and thank *** for his feedback so that we can appropriately
rectify the coaching concerns we have
Hello Brian,
As stated in
my previous response the *** records indicate that you reported the
following:
“Cust states its wearing out, from
use.”
This is
clearly not a report containing an accident and you have made no effort to
advise our company of what accidental occurrence caused the damage on your
merchandise to occur
At this time
we apologize again that your claim is denied and stand behind the courtesy
resolution we have already offered you
Thank You,
*** ** ***
Bobs Discount Furniture
*** *** *** ***
Good
Afternoon ***,
I am genuinely
very sorry that you are experiencing any issue with your product and I assure
you that we do want to help you resolve this concernAs expressed on the
documents you received at the time of sale we reserve the right to inspect any
merchandise prior
to offering a replacementI further apologize for any lack
of care your complaint received while it was initiated to us; we value your
feedback beyond words and will most certainly follow up with our retail
location to ensure we are offering the best care possible at every level of our
organization
SERVICE POLICY
We
guarantee that our new products will be free from factory defects for one year
from date of delivery or pickupOur mattresses and motion furniture may carry
additional factory guaranteesYou must report any factory defects to our
Customer Care team within one (1) year of possession, and a Customer Care
representative will schedule one of our Service Technicians to inspect the item
and service it to factory standards at no cost to youIf the Service
Technician determines that the factory defect is not serviceable, we will
replace the affected item
Having been
in my business for nearly a decade, I can tell you that it’s quite uncommon
that we would try to complete a repair on a foundationIf the technician
determines that your foundation is experiencing a defect concern you will be
scheduled for an even exchangeThe Bob O Pedic mattress you have is sold with
the same structurally made foundation that we sell our entire line of Bob O Pedics
withWe work with the same manufacturer on all of our memory foam bedding so
regretfully we have no physical way to offer you a different foundation for the
model mattress you have It is possible
that the foundation you received was built incorrectly at the overseas factory
it hails from and this is the reason for your disappointmentFollowing our
usual successful practices under our service policy we are already scheduled
out to your residence to complete our inspection
Our records
reflect that we are scheduled to your residence on to inspect this
foundation for defects under its current year non prorated warrantyPrior
to the technician leaving your residence he will make a phone call to our
Customer Care Office to discuss the results of your serviceOne of our
professionals in customer care will speak with you directly at that time
regarding the outcome of your service and what the next steps in resolution may
be
While I
acknowledge that you do not find our process sound, I do stand behind the
policies and procedures we have in place for this type of concern as the most
effective way to remain fair to all our consumers alike.
Sincerely,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good
Afternoon ***,
I am very sorry for the disappointment you are experiencing with
your merchandiseI assure you that Bobs Discount Furniture cares very much to
satisfy all our customers and we stand behind the quality of our products even
after the expiration of our one year
guarantee period
The merchandise you have is made of bonded leather, this would
have been displayed right in front of the set (and still currently is) while
you were making your selection in our showroomBonded Leather offers the look
of luxury at a much more affordable price point and as its name depicts, bonded
leather is real leather that is adhered (or bonded) to a fabric backing with a
strong adhesiveOver time and with any amount of use expansion of the
molecules that join the bonded leather to the fabric backing becomes present
and the material starts to separate from itselfBonded Leather is manufactured
the same way industry wide and peeling over time is not isolated to the bonded
leather products we sell at Bobs Discount FurnitureIf you continue to
purchase/maintain bonded leather furniture in your home regretfully peeling can
occur based on the nature of this material’s manufacturing process You
have had this set for over two years and the direct Bobs warranty on your
merchandise expired over one year ago and as this concern does not stem from a
factory defect in the product’s workmanship and is viewed as wear and
tear industry wide, there is generally no recourse for a business to offer
relating to an item’s wear and tear
While
I personally believe that your concern is related to the bonded leather there
are also several different pieces of information associated with your service
call within our recordsThe technician who visited your home indicated that
the material on the merchandise was “torn” and not “peeling”The technician further
advised us that you indicated thinking this occurred from the merchandise being
left in direct sunlight and he explained that this “tear” had to have occurred from
an accident in the environment causing this to happen to the bonded leatherShould
the “tear” be the result of an accident there are several scenarios that are
covered under your protection plan called ‘*** ***’
I have
searched through our data base several times and I am unable to locate pictures
from his stop at your homeAt this time if you seek further assistance through
Bobs Discount Furniture directly we request that you send us pictures of the
damage through this Revdex.com channel you have initiated for mediation
Please
send a minimum of two photos:
(1) Photo of the merchandise from
a distance so the entire sofa can be seen
(1) Photo of your concern with the
bonded leather at a close range
After
receipt of your photos we will review the pictures with our Service Managers
and respond with what, if any, further resolution we are able to offer you for
this concern
I do
apologize to you again for any inconvenience or frustration this concern has
caused you and I look forward to reviewing your pictures so I can aide in
helping you move forward with this claim
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 usGuardian (Crypton is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount
of
approved claims through this third party companyOur customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries
We provide a general flyer at the
time of sale that very clearly indicates there are some exclusion(s) to the
protection plan and the document further encourages the consumer to read their
full plan documents for the list of exclusionsAs the manager of the plan,
Guardian is responsible for sending the consumer the plan documentsShould the
customer decide that they would like to review the complete plan documents as
the flyer suggests and they don’t have these documents, we assume (as any
retailer would) that the customer would then try and obtain said documents for
reviewHad we been made aware of the need for these terms and conditions we
most certainly would have provided them upon any requestAs it is not
typically a document we provide we literally have no way of knowing whether the
consumer has received the complete plan or not and we see no reason not to
trust that Guardian is continually sending these documents as many claims for
coverage are routinely approved
I have included a copy of the
terms and conditions associated with this protection plan, like any other
protection plan sold on electronics, automobiles, or home appliances there are
exclusions to coverage that every consumer must adhere to in order to keep all resolutions
fair for all consumers alike
As per the documents provided and
expressed (whether written or verbally) the customer no longer has coverage for
any instances directly thru Bobs Discount FurnitureThis customer is demanding
that we make a special exception for them outside of all expressed and written
policiesAs a business we are unable to overturn the choices made by a completely
separate businessWe are willing to make a one
time only courtesy offer for resolution because we care very genuinely for
our customer’s happinessPlease note this merchandise, having been in the home
for nearly three years is not eligible for resale and would need to be disposed
of by our business
Offer for Resolution:
We will provide the customer with
70% store credit based on the price paid to us for the 82” Sofa and the 92”
Sofa (Credit = $ 558.60)
Once they have visited a showroom to make their reselection (within the next
two months) we will remove the current merchandise they have in their
possession on the same date we deliver the new selection
As an additional courtesy we will also cover the cost of any
delivery fee associated with the newly selected merchandise (that is approxan additional $100-$savings
credit for the customer) should the customer accept this courtesy offer for
resolution
I look forward to hearing back from the customer and apologize
again that they have spent any of their valuable time on solving their
furniture concerns
Thank You,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon
Revdex.com,
Please
pass on our sincerest apologies to the customer for the failure that caused her
delivery date to be changedWe most certainly understand the frustration and
inconvenience this caused our customer and remain just as disappointment as she
is that we are unable
to procure her full sales order of merchandise for
delivery on the agreed upon original date
As we
are continually growing and prospering as a business it is completely uncommon
that we would guarantee a delivery date and then not honor that promiseWe
wouldn’t be as successful as we are should this be the natural order of things
for our company, therefore after reading this complaint I did feel it necessary to perform my own
research as to why the original date may have become unattainable
My
research indicated that certain integral parts of the customer’s merchandise
became unavailable to our expected inventory stock count therefore the soonest
date we would physically have the merchandise to bring to her changedThis
inventory depletion can happen and while extremely rare we are regretfully at
the mercy of the shipping system used by our overseas vendorsThe merchandise
is loaded to shipping containers and transferred across the ocean on a large
boat, United States Customs is always involved, and then the merchandise can be
offloaded and reloaded to an wheeler (managed by the vendor’s stateside
contacts) before finally arriving to one of our distribution centers
We
never anticipate this delay to occur and in most cases our dear customers are
never affected by the shipping process we take faith inAs the retailer in
this equation we have little to no control over the amount of time it takes for
product to arrive to us
In
the customer’s specific scenario our records indicate that this customer spoke
with a member of our retail location yesterday (12.29.2014) and had her
original demand honored (waiving of the delivery fee as an apology from us)
While these events remain beyond our control and we again apologize that the
original delivery date cannot be honored we do feel offering such a high level
of compensation prior to even making a delivery attempt is more than fair and
adequate in resolving this concern
Kindest Regards,
*** ** ***
Bobs Discount Furniture
*** *** *** ***
Good Morning Revdex.com,
r: ***) does not depict any open or
Please pass on our sincerest apologies for the poor overall
experience our customer outlines in their complaintWe are genuinely very
sorry for any frustration we caused during what is intended to be a stress-
free and exciting time of purchase and delivery
While
we understand our customer’s reason for seeking compensation
the customer’s account (c
pending sales orders with our business at this time
Bob’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 usWhen we have successfully delivered the merchandise and our
customer is fully satisfied we are able to provide further options of our
apologies for any instances of inconvenience we may have causedWhile unusual,
we can make exceptions in extreme cases and provide a one time offer prior to
delivery of the merchandise but we would still need an active/open sales order
to work off of in order to accomplish this task
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
We are truly very sorry that we are unable to honor the
request to take back the power bed bases for a monetary refund
Again, addressing this from a logical standpoint the
customer has stated to our business that the current mattress is not
comfortable, reselecting to a different mattress would solve this comfort
concern completely and that is not something the consumer is even willing to
consider via this mediation channel
The customer has no reported defect with the *** bob bed
bases and these bases (a.k.aas foundations) can be used with any non
innerspring mattress from any retailerWhile we will absolutely address the
coaching concern the customer has alleged occurred during her time of sale, we
cannot offer resolutions based off of the consumers perception of what occurred
as we were not part of that transactionWe will investigate further however
having been a sales professional myself for many years I understand that the
time of sale is a very exciting time for the customer and multiple pieces of
important information that is clearly presented can be lost within this excitement
We still believe the expressed agreements presented to be
clear and concise as an electrical component that moves a mattress up and down
is not and could never be the mattress itselfPlease also note that while the
customer purchased a “package article” each component of the “package article”
has its own identifying inventory article number making these separate from one
anotherI have included a ‘Print Screen’ of the invoice associated with this
transaction and highlighted these facts for your review
As a business we are more than willing to address the comfort
concern with the mattresses the customer has reported, as there are no
mechanical issues that have been deemed a defect by a factory trained
technician and the*** bob bed bases have no bearing on the comfort of the
mattresses we will not be offering a return for refund on this merchandise
Sincerely,
*** ** ***
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 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, *** 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 approved
In
this consumer’s specific case I have attached the terms and conditions
(*** provides) for your reviewPlease see the below section on the left
side of the page via page number three (3) of the terms and conditions page:
•
Repairs necessitated by intentional physical damage, acts of nature, fire,
burglary,
theft, vandalism, collision, spilled liquids (unless specifically stated),
corrosion,
animal and insect infestation (including pet damage of any kind other
than
pet bodily fluids that may be covered or specifically stated under the Plan),
misuse,
neglect, mishandling and abuse
Again
as the additional coverage this customer elected to purchase at the time of
sale is not honored directly through Bobs Discount Furniture, our company has no
bearing on another company’s choice to approve or deny coverage under their own
guidelinesAs we haven’t viewed photographic evidence of the damage it isn’t appropriate
for our company to speculate further as to why the *** company considers
the claim for nail polish to be intentional, preventable or an act of neglect
We
again apologize that the customer didn’t receive the service expected from the *** company and are willing to look into this claim further and dispute
the claim with *** on their behalf should we feel necessary
and applicable
At
this time we ask that the customer provide photographic evidence via this Revdex.com
channel of the nail polish damageRegretfully if this inspection indicates
stains that could be determined preventable under ***’s terms and
conditions we will be unable to help further facilitate a dispute between our
company and the *** company
To
move forward please advise the customer that we require a minimum of two (2)
pictures (in color) for each item that is listed in the report to ***I
have listed the requirements below to ensure our request is specifically
notated:
-Photos of the Sofa
- Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the sofa
- Picture that clearly shows the damage marks at close range with a
measurement confirmation (ruler or tape measure present) if there is more than
mark on this item then more pictures may be necessary
-Photos of the Loveseat
- Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the loveseat
- Picture that clearly shows the damage marks at close range with a
measurement confirmation (ruler or tape measure present) if there is more than
mark on this item then more pictures may be necessary
(Minimum of photos please)
We
will review these photos and respond with what, if any, options for resolution
we may have to offer this customer
Sincerely,
*** ***
Bobs
Discount Furniture
*** *** *** ***