Good Morning Revdex.com,
We do apologize sincerely that our customer has experienced multiple
concerns with a defective product.
This customer’s merchandise is experiencing a factory defect
within warranty and our business has offered multiple routes for resolution by
taking responsibility...
for this defect. Furniture today is built on an assembly
line at the factory, like any other furniture retailer (or any other business
for that matter) regretfully there are sometimes products that come off of the
assembly line with defects. It normally does take time for these defects to
show up and we stand behind the quality of our product and make it right by our
customers with fair and adequate options for resolution. The fact remains that
just because one product is manufactured with a defect it does not make the
entire product line or the entire inventory of our store defective.
As indicated in our Service Policy (listed on the customer’s
invoice and commonly signed by the consumer prior to leaving our store) we will
replace an affected item or offer a reselection to our customer. The customer
is choosing not to reselect to an alternate item and in this case we are
willing to work outside of policy in an effort to meet our customer in a fair
and adequate manner.
We have created the paperwork necessary to pick up the merchandise
(less the bed protector), refund the cost of special order fee, and the price
paid towards insurance on the merchandise. The original delivery fee charged and
the bed protector (for health reasons) are non refundable. We feel that this
offer is fair and adequate as we have other options for resolution in place to
best benefit our customer however the customer is demanding that we make an
exception for them as an individual.
The customer’s refund can be fully processed back to them once the
merchandise has been removed from the home and checked into our inventory
system (this can take 24-48 business hours after pickup), regretfully our accounting
system will not allow for a refund to be processed any sooner and this is one
of the main reasons we recommended selecting a different product so that there
is no loss of actual furniture in the home.
We apologize again for any and all inconveniences the product’s
failures have caused our customer and ask that the customer contact us directly
to schedule a date for removal of the merchandise (less the bed protector). The
paperwork will remain active in our system for two months and we look forward
to hearing from our customer so that we can move forward with scheduling the
return date and get this process started.
Customer Care Office
1800-569-1284
Mon- Sat: 6:30a -8:00p
Sunday: 10:30a – 7:00pm
Good Morning Revdex.com,
We apologize again that our customer remains so dissatisfied with our efforts to help resolve his concern. Our records indicate that as of 2.22.2015 (yesterday) one of our Customer Care Agents spoke with [redacted] and we currently have a resolution in place to exchange the merchandise on 2.27.2015.
The customer as agreed to this resolution and his account also shows that we processed the cancelation of the Goof Proof Plus Protection Plan and went above and beyond our normal policy and refunded his delivery fee (prior to even making the initial concern right).
We look forward to completely resolving this customer’s concern on 2.27.2015 and thank our customer for pointing out the coaching needs present so that we may grow as an organization.
Thank You,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
While I can certainly relate to our customers frustrations, the
report that the technician provided us with does not depict what the customer
is alleging to have occurred. We take great pride in the integrity of our
technicians and the factory training they receive from the vendor/
manufacturing threshold. I do apologize if the customer was already denied by
the [redacted] company, as they are a different company from Bobs completely we
cannot always gain access to their recordings of filed claims.
The facts remain that:
-The current concern this sofa is experiencing is not the result
of a defect in workmanship.
-The customer’s product has no warranty coverage through Bobs
Discount Furniture directly and as a retailer we have no basis to enforce an
exception to our company policy as the customer made absolutely no claims of
concern to us over a period of use just shy of four long years.
-The five year protection plan ’[redacted]’ is not managed or
associated with coverage directly from Bobs Discount Furniture. Even if it was,
this customer’s specific scenario would not be covered as the technician has
determined the concerns with the mechanisms are not related to a factory
defect.
-As a retailer we visited this customer’s residence hoping to be
able to service this concern on site, at no charge, outside of any warranty offered
by our company. That service did come at a cost to us directly and when we were
not able to complete a repair (we wouldn’t have known this until having a
professional visit the home) we explained that options at the customer’s cost
were available.
As the one year manufacturing warranty offered thru Bobs has
long expired on this product and the concern the sofa currently has is not
related to a manufacturing defect, regretfully as a business we are not able to
take complete ownership for the current concern on this product.
Because we are a company that truly cares about our customers we
are able to make a courtesy offer to complete the installation (labor) of any
purchased parts associated with this concern (2 new reclining mechanisms) at no
charge should the customer pay the cost associated with obtaining the new
reclining mechanisms.
Benefits of purchasing the needed parts include the parts and
labor carrying a new one year factory guarantee through Bobs Discount
Furniture after we have installed them and ultimately the cost to the consumer
is less than purchasing an entirely new reclining sofa.
If the customer would like to initiate the purchase part order
process please advise that they may contact our Customer Care Office (Mon – Sat
6:30a-8:00p/ ###-###-####) to move forward.
Sincerely,
[redacted]
Bobs Discount Furniture
[redacted]
I got a new foundation 2 days later which was fine the only problem was I had to wait to all day to receive it. I had a schuded time slot between 4:12-7:12 pm I don't understand that. Especially somebody who has gone through issues. All said and done im happy that I can sleep again.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Good Morning Revdex.com,
We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from us. Guardsman is a third party company that we have, for many years, experienced a vast amount of approved claims through.
Our records do not...
indicate that our business (Bobs Discount Furniture) has had any interaction with this customer since the delivery date that occurred nearly five (5) years ago.
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 exclusions. As the manager of the plan, Guardsman is responsible for sending the consumer the plan documents. Should 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 review. Had we been made aware of the need for these terms and conditions we most certainly would have provided them upon any request. As 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 Guardsman is continually sending these documents as many claims for coverage are routinely approved.
We again apologize that the customer didn’t receive the service expected from the Guardsman company and are willing to look into this claim further and dispute the claim with Guardsman on their behalf should we feel necessary.
At this time we ask that the customer provide photographic evidence via this Revdex.com channel of the damage. As this merchandise has been in the home for such a long period of time (5 Years) and is very far out of any warranty/responsibility period thru Bobs Discount Furniture directly, we require a detailed photo submission so that we can enter into a dispute should it be deemed suitable.
To move forward please advise the customer that we require the minimum pictures (in color) as listed below for each item that is listed in the report to Guardian. I have listed some detail below to ensure our request is specifically notated:
Photos of the Sofa Sectional Requested:
- 1 Picture that clearly shows the entire facing surface (seats, inside backs, arms) of the sofa sectional.
- 1 Picture that clearly shows the damage marks at close range (each “minor tear” should be showcased for review –customer’s Revdex.com complaint is not specific as to how many there actually are).
-1 Picture that clearly shows the damage marks at a distance (each “minor tear” should be showcased for review –customer’s Revdex.com complaint is not specific as to how many there actually are).
We will review these photos and respond with what, if any, options for resolution we may have to offer this customer.
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
Please pass on our sincerest apologies to the customer for the
continued disappointment they have experienced while seeking to correct any
miscommunication that may have occurred during the time of sale. We can
understand our customer’s frustration and assure our...
customer that continued
failures and poor customer care are not part of the daily success that has
helped us continually grow and please our customers overall.
Our records indicate that as of 3.20.2015 our ** distribution center
sent out the following list of parts via the [redacted]
1-
Packet of Headboard Leg Hardware
1-
Packet of Railing Hardware
1-
Packet of Storage Drawer Hardware
1-
Drawer Track with Glide (Storage Drawer)
As of today (3.27.2015) I would expect that the customer has
received these parts or at the latest, will be in receipt of these parts within
the next few business days.
Bob’s prides itself on providing quality service and the best
value product for the price. Our primary focus is on making the concern we caused
right so that our customer is satisfied with the product that they have
purchased from us. If we have resolved the original concern at this time we
would be happy to provide an offer to our customer for a further form of
apology for the inconveniences we have caused.
Should the customer’s concern not be fully resolved at this time
we certainly want to first look into what offers we can make moving in the
direction of completely resolving the merchandise concerns. In example, the
customer’s original invoice (attached) shows me that a purchase was made from
our PIT for a Queen Sized Headboard, A Queen Sized set of railings, and a
Support System for these rails. There is no indication that a Queen Sized
Footboard was purchased with this bed. As this is my first time in this account
this leaves me wondering if the customer is in need of an actual piece of
missing merchandise to complete assembly on this bed and not just hardware
packets and a drawer track. Traditionally a “Bed” needs a
headboard/footboard/and set of side railings to be properly assembled.
As the customer has selected to open this mediation channel for
further assistance we look forward to receiving their response on if the
hardware received (mailed out on 3.20.2015) has fully resolved their concerns
or if more parts/alternate merchandise pieces are needed to get this bed in
full working order.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
Please know that this is a duplicate complaint to complaint
number: [redacted] (filed in December of 2014 and closed as ‘Assumed Resolved’).
We are still very sorry for any inconvenience and unnecessary frustrations
this product has caused our customer to feel and are...
still offering to replace
this merchandise just as we were in our original response to this claim in
December of 2014.
Our records indicate no upcoming service appointment for this
customer, the last visit to the home was made on 3.14.2015 and our service
technician logged removing staples from the sofa and adding stitching to the
loveseat. We confirmed this service as completed with a person named [redacted] (who was at the home with our technician) and have not heard from the customer
since.
I have included our original response below as again we have an
option available for the customer should they seek a replacement instead of
waiting on parts to come in. We have been making this offer since December of
2014 and the consumer has chosen not to initiate it.
Response sent to Revdex.com on Wednesday, December 10, 2014:
Good Afternoon Revdex.com,
Please pass on my apologies to our customer for the
disappointment he is currently experiencing with his product.
The customer’s recliner was replaced utilizing the Goof Proof Plus Plan he
purchased from us. The Goof Proof Plus Plan allows for five years of unlimited
parts and service or a one time replacement outside of owning the merchandise
for a period of one year. The customer no longer has Goof Proof Plus Protection
on the recliner due to the Goof Proof Plus agreement of one time replacement
being fulfilled on the recliner.
Our records indicate that the other living room items were delivered to the
customer on 04/05/2013 and his report of concern came to us on 11/04/2014. At
this time the customer was past one year of ownership therefore we start
offering protection under the Goof Proof Plus Plan the customer purchased for
such occurrences. Should the customer wish to use up his one time replacement
option for an even exchange (like he did on the recliner) on the sofa and the
loveseat that is certainly his right. We always recommended parts and service
as the best route for resolution since this avenue keeps the protection plan
active on the merchandise. We apologize that there is a delay in container
shipment from the overseas vendor and if we could get the parts any sooner we
most certainly would.
Should the customer be unable to wait for the replacement parts to come in he
may contact our Customer Care Offices ([redacted] –Mon-Sat/ 6:30am to
8:00pm) and initiate his one time replacement option under the Goof Proof Plus
Plan that remains active on this sofa and loveseat.
The five year protection plan is an option on all purchases and not a
requirement. The customer is not being forced into “re-purchasing” it on his
newly delivered items should he decide that a replacement of furniture suits
his needs more so than the option of replacement parts.
As the customer was charged $129.99 for a five year guarantee on merchandise
that retailed for $1,097.00 we do believe it is obvious as to why a replacement
of an item (including the cost of delivery) fulfills the contract of the plan.
We stand behind the value of our Goof Proof Plus Protection Plan and its option
for a one time replacement only.
Kindest
Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the multiple deliveries caused our customer. We
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after their...
concerns
have been resolved. While we assure our customer that their satisfaction is
extremely important to us, weather delays are not a part of our business we
have control over and the failure that we did cause during the delivery arrival
on 2/3 was made right by ensuring our delivery team returned to the delivery
stop to complete the delivery as scheduled. We take full ownership for any
failure that is within our control and have addressed the obvious coaching
concerns presented to us.
Bob’s prides itself on providing
quality service and the best value product for the price. Our primary focus is
on making the concern we caused right so that our customer is satisfied with
the product that they have purchased from us. We have resolved the original
concern and delivered the customer the merchandise originally expected in good
condition. At this time any additional accommodation we feel adequate to offer
to the customer is a form of our apology and at our internal discretion.
Normally we offer any type of additional apology in the form of a Bobs Discount
Furniture Gift Card because as a business we understand the importance of
earning our customer’s trust back and proving to our customer that delivery
failures are not part of the normal daily operations that have helped us grow
to be the 15th largest furniture retailer in the U.S. We also wish
to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. Should the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our showrooms or pit locations
as our free gift of apology with use of the gift card we are offering.
Contrary to this customer’s complaint, their account records reflect
no processed agreement or recording of speaking with us about a further form of
apology. As of right now we are able to express two apology offers to our
customer and while it is far beyond our normal practices to do so I have
included one monetary refund offer below honoring this person’s demand. In the
interest of fairness for all consumers alike, we do not offer apology amounts
based off of any individual’s time and we are unable to offer a discount off of
factory fresh product that stands in the home in good condition.
Please ask the customer to review
the below offers of compensation and choose the one option they would prefer to move forward with.
Option #1:
Bobs Discount Furniture Gift card
in the amount of $100.00. If accepted the consumer can expect to receive this
card in their regular mail bag within 7-10 business days.
OR
Option #2:
A monetary refund (processed to
the customer’s Wells Fargo financing account) of $50.00. If accepted the
consumer can expect to verify this refund within 1 complete billing cycle via
their Wells Fargo financing statement.
Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
I personally spoke with this customer on 11.22.2014 and sincerely
apologized to her for the inconvenience that the back ordered sofa was causing
her to deal with. At that time I explained to [redacted] that the merchandise
coming in from our overseas vendor is a part of...
our business that regretfully
we have little to no control over. I know for a fact that no one in our
business ever expected this item to continually be on back order again and
again.
On that day I came up with a solution, one that was completely
beyond our normal policies to do, to appease the wait that time that our
customer was already experiencing. We delivered a loaner piece of product to
the customer three days later as she has also depicted here.
Our inventory system continually showed us that this sofa
was available to schedule on the dates we agreed upon with [redacted]. We are just
as disappointed as the customer is that we do not have this sofa and the
massive amounts of sofa’s sitting on a container in port have yet to arrive to
our distribution center. I can completely understand her frustration having to
wait on the sofa to come in and at this point we literally have done everything
in our power (including taking a loss on a totally separate piece of furniture
so she would have seating) to try and combat the back ordered merchandise issue
that remains beyond our control.
Should [redacted] not be able to use the loaner loveseat and
wait for the sofa to arrive we do understand this and will certainly remove the
product she has (two loveseats) from her home and refund her purchase price in
full. The removal of product can happen as early as 12.13.2014 (Saturday)
should she like because our records indicate that a pickup order remains active
on her account for 12.13.2014.
Our Customer Care Office has already approved offering
[redacted] monetary compensation once her concern has been fully rectified and
again this is an extreme effort on our part as any further form of apology from
us is offered in a Bobs Discount Furniture Gift Card only under our usual procedures.
We have been and continue to work above and beyond to address this scenario.
We do recognize the level of aggression that [redacted] has been
communicating to us and we have continually tried to meet her demands to the
best of our abilities. We apologize that she remains so upset and empathize
with her frustration.
Please ask that [redacted] respond thru this Revdex.com channel that
she opened or contact us at our Customer Care Office via ###-###-#### to
advise us if she’d like to keep the pick up scheduled for 12.13.2014. Should
she wants us to remove the 2nd loveseat she maintains on that same
day we will do so and begin the process for granting a monetary refund to her
original method of payment.
Kind
Regards,
[redacted]
Bobs
Discount Furniture[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Revdex.com: I will go with option 2 to refund credit card delivery fees I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Good Morning Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. Guardian (Crypton is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount...
of
approved claims through this third party company. Our customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries. While
the portion thru Guardian is strictly
for accidental damage, the protection plan also carries a five year guarantee against
factory defects directly thru Bobs. It would be rather overwhelming and
possibly completely intrusive to most, for any customer to have a sales professional
review every single occurrence of factory defect (that may never end up occurring) during what is supposed to an exciting
time of sale.
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 exclusions. As the manager of the
accidental protection plan, Guardian is responsible for sending the consumer
the plan documents. Should 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 review. Had we been made aware of the need for
these terms and conditions we most certainly would have provided them upon any
request. As 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.
We again apologize that the customer didn’t receive the service
expected from the Guardian company and are willing to look into this claim
further and dispute the claim with Guardian on their behalf should we feel
necessary. Please also note that our internal records show no attempt on this
consumer’s part to communicate this damage to our business directly prior to
filing this Revdex.com complaint. We do encourage the customer to contact our Customer
Care Offices ([redacted]) if they feel this is a manufacturing defect so
that we can assist them directly. Should they wish to continue using the
mediation services you provide we are more than happy to honor that route as
the customer wishes.
Like many other protection plans
there are terms and conditions set forth in order to provide fairness in resolution
for all customer’s alike. We stand behind the expectation that all consumers
must adhere to the expressed guidelines of the protection plan.
We are happy to research this
concern further should we receive more, appropriate information from this
consumer via this Revdex.com mediation channel.
To move forward with disputing to
Guardian please advise the customer that we require an accidental damage report
that reasonably corresponds with the damage present and a minimum of three (3) pictures (in color) for
each item that is listed in the report to Guardian. I have listed the
requirements below to ensure our request is specifically notated:
-Minimum 3 Photos of the loveseat:
- 1 Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the loveseat
-
1 Picture that clearly shows the damage mark(s) at close range
-1 Picture that clearly shows the damage mark(s)
at a distance
We will review these photos and
respond with what, if any, options for resolution we may have to offer this
customer.
Sincerely,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
I have reached out to this
customer directly today (10.01.2014) at the phone number she has provided in
this complaint. I have left a message for her with my direct phone number in
the hope that she will contact me back directly to discuss her account...
further.
Our records reflect several
different stories of the defective mattress’s current location. Some stories
indicate the mattress is still being used by someone the customer knows and
some indicate the mattress has been thrown away.
Regretfully without a defective
product to return to the manufacturer the mattress warranty itself is not being
honored. The manufacturer’s warranty is not directly through Bobs Discount
Furniture as we do not build this product and are solely the retailer in this
scenario. In order to bill the vendor of this product under their warranty they
require the mattress be sent back to their factory for review.
We are willing to meet our
customer ½ way (coming out of our own pockets directly) and provide either a
store credit or monetary refund in the amount of 50% based off the price that
was paid for the King Size Mattress and Foundation Set in 2012.
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. Guardian (Crypton is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount...
of
approved claims through this third party company. Our customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries.
We provide a general flyer at the time of
sale that very clearly indicates there are some exclusion(s) to the protection
plan and the document further encourages the consumer to read their full plan
documents for the list of exclusions. As the manager of the plan, Guardian is
responsible for sending the consumer the plan documents. Should 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 review. Had we
been made aware of the need for these terms and conditions we most certainly
would have provided them upon any request. As 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.
Another valuable portion of the protection
plan is the extended coverage offered against factory defects. As generally
outlined on the sales invoice we reserve the right to inspect the merchandise
to determine if the concern the customer is reporting is a factory defect before
granting use of the benefits associated with this protection plan. The factory
trained professional that visited the customer’s home on 1.20.2015 reported to
us that there were no factory
defects present and therefore coverage under the associated warranty cannot be
honored directly through Bobs Discount Furniture.
In an effort to assist this consumer I have
followed thru on various avenues of research and in order to move forward with
any type of courtesy offer for resolution our business requires more
information from this consumer.
#1:
There is a mention of ‘wood damage to a table’ in their complaint. When I pulled
the Guardian records associated with claim#[redacted], these records indicate
that the customer reported to Guardian that they have termites in the home that
caused the damage to the wood table. Is this the same ‘table concern’ the
customer is trying to report to the Revdex.com and get Bobs to cover?
#2:
The customer has also mentioned a concern happening within ‘6 months’? Our
records as well as Guardian’s show no report of concern until a year after the
customer held possession of this merchandise. Where or to whom is the customer
indicating they reported concerns within 6 months to?
#3: The customer’s ‘disputed amount’
pertains to their entire sales order and the Bobs Discount Furniture Technician
inspected and reported on the sofa and the loveseat only while in the home on
1.20.2015. Is the customer seeking assistance with the sofa and loveseat or are
there other concerns that have not been inspected or reported by/to Bobs
directly with the other merchandise on the original sales order?
As a business we certainly do want to help aide our customer
in any way that may be possible. We look forward to hearing back from this
customer via this mediation channel they felt necessary to open with answers to
our above questions. After their response has been received we will continue to
perform research as to what, if any, resolution we are able to provide to this
customer as a courtesy from our business.
Kindest
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
I attempted to contact this customer directly today (2.10.2015) as there are several entities of this claim that just don’t make sense to me. I was unable to make contact via phone (left a message) so I am responding thru the mediation channel the customer has selected to...
open with Revdex.com.
First – [redacted] has been a Customer Care Team Supervisor for many years and does not visit any customer’s home as he works within our offices. I am perplexed as to where or how this customer has come up with his name in reference to her account. There are no records that she ever held a conversation with [redacted].
Second – I have included the photographs the service technician took while in the customer’s residence on 2.5.2015 for your review. I do not see a “Sagging concern” (as originally reported) in the right side facing arm as being present. The arm appears to be up to manufacturing standards. I do see the material that is not adhered properly to the frame and we are more than willing to take care of this concern for the customer. That material can easily be reattached to the product and we apologize if this was left undone by the last technician to the home.
We further apologize for the alleged demeanor the customer indicates our technician had while in her residence. We have taken the appropriate steps to ensure that this coaching concern is addressed with our technician directly.
As per the documentation all our customers receive at the time of sale, we will service (repair) the merchandise to manufacturing standards should a manufacturing defect concern arise.
We are normally very successful in our attempts to service merchandise in the customer’s home and as our technicians are factory trained we do stand behind the quality and integrity of their workmanship.
Should the customer wish to schedule a different service technician to the residence to rectify the remaining material concern I see present in photos, we will be happy to arrange that via this Revdex.com channel or by a call to our Customer Care Team at[redacted] (Mon – Saturday 6:30a-8:00p)
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
Please pass on our sincerest apologies to our customer for any
confusion that may have taken place because of our failures. I assure our
customer that it was never our intention to frustrate them or make their return
process tough on them.
Our records...
indicate that the refund for the credenza ($427.99) has
been fully processed from our system. Should the customer still be waiting on the
refund to the credit card it would only be related to the processing time the
bank who owns their credit card is taking to update their credit information.
In regards to a further form of apology we are able to offer this
customer a $50.00 gift card to Bobs Discount Furniture. This gift card will
never expire and can be used on a future purchase for many cash and carry items
we have in any of our showrooms.
We are so sorry for the amount of frustration our failures caused,
should the customer want to accept this Gift Card they may respond to this Revdex.com
claim as ‘satisfied’ or contact our Customer Care Office (###-###-#### Mon-
Sat/ 6:30a -8:00p) to confirm the creation and shipment of this apology offer.
Good Afternoon Revdex.com,
We spoke with our customer today (10.23.2014) via phone and
we reached a satisfactory agreement for the customer to return to our showroom
and reselect new merchandise.
We apologize for any and all inconveniences these product
concerns have caused our customer...
and thank our customer for her continued
business.
Good Afternoon Revdex.com,
I feel terrible and extremely embarrassed after reading about this
customer’s experience with us. I
don't blame our customer for being very upset with us and on behalf of Bobs
Discount Furniture I extend my sincerest apologies. I know and acknowledge how...
unpleasant this
entire ordeal has been for our customer and while I know this is their Bobs
experience I assure our customer that we would not be continuing to grow if all
our customers were met with so much disappointment during such an important
purchase.
The
comments regarding the service received by our delivery and customer care teams
are very important to us. We want customers to love shopping with Bobs, so this
report of such a disturbing experience with our associates and merchandise is a
serious concern for us. It is inexcusable for anyone to speak to or act towards
a customer in an impatient way during any delivery or customer care interaction.
I know it is upsetting when someone who should be serving you is disrespectful
and we do hope our customer will accept our deepest apologies. We have begun
addressing the obvious coaching concerns our customer has brought to our
attention within our staff and will take appropriate action.
Our records
indicate that we were able to successfully deliver and assemble a bed for our
customer as of 3.12.2015. We have also provided our customer with a further
form of our apology by refunding the original delivery fee paid to us.
I truly
wish there was a way I could undo what has been done and I apologize again for
the appalling impression our customer has been left with of our company. Our customer has our pledge to maintain the
quality of all our customer interactions at every level and we truly thank our customer
for reporting these incidents to us.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]I am rejecting this response because:
I don't understand why a Bob's Furniture Customer Care Representative can acknowledge the fact that this ordeal has caused unnecessary stress on the consumer, yet the best you can offer is $100 towards a future purchase. In other words, I am still paying 100% of the original cost of the couch, plus a $200 delivery fee for a delivery that took a month and three (3) attempts. I just moved into a new home and I do have furniture needs: a new bedroom set, dining room set, etc., but Bob's delivery protocol and shady customer service makes me uncomfortable with the idea of doing business with them in the future.
After reading the reviews on Revdex.com and otherwise, I have discovered that my issue with your company is not the exception, but the rule. Of the 1,390 Bob's Furniture customers who took the time to file a complaint with the Revdex.com in the past 36 months, 73% (1,013) of those complaints were delivery or customer service related. This signals to me that Bob's Furniture is more concerned with making money than providing a quality product. This point is driven home by the fact that, in response to an issue I have with a current purchase, your only offer of compensation is wrapped up in me spending more money with your company.
Based on this experience, I will take my furniture needs to another company that is concerned with the quality of their product and customer service than taking the hard earned money of their customers.
Sincerely,[redacted]%3
Good Afternoon Revdex.com,
At this time we are just as shocked as our customer is that the
part has yet to arrive. We fully confirmed with our vendor that the part was in
transit as indicated in our previous response. I have been trying since
3.20.2015 to get a response from our vendor on where...
their container shipment
is and have been unable to receive a response back. As originally disclosed our
business did not assemble this item, therefore the replacement shelf was not
needed as a result of our failures, we also verified with our Quality Control
Department that there have been no returning tables as a result of incorrect or
inefficient hardware included with these tables. As of right now, not being able
to procure information about the shipment and the shipment not arriving as we
expressed is most certainly a failure we can and do take ownership and responsibility
for.
In regards to the approved and processed refund on this purchase
part order, this was voided due to lack of follow up on the customer’s part. First
we communicated via Revdex.com how the customer could get this processed immediately
and our records confirm that our retail location attempted to contact this customer
to get the refund fully processed as well. The refund was voided by our
Accounting Department because we are unable to keep open unclaimed money on
accounts. Our records further indicate that a message was left for our customer
on 1.27.2015 advising that the paperwork could be reinstated at anytime after
she contacted us to provide her credit card information.
Should the customer agree to decline the offer of refund on the
cost of the part order we will agree to provide a factory fresh model of this
table to the customer and cover the cost of delivering the new table to their
residence. Should the customer wish to accept this option for even exchange it
is best that they contact our Customer Care Offices directly to schedule the
even exchange date as the availability of the table and/or open delivery dates
is/are subject to change.
In reference to the sofa the customer mentions in this complaint I
am uncertain as to whether our customer needs assistance with this item. In one
portion the customer mentions that they are very happy with the item and then
in another part of the complaint they indicate there is a concern with this
item. Our records show no report of concern being made to us on this item, if
the customer needs assistance under their warranty coverage with the sofa we
are happy to help and just asked to be informed of the concern.
Thank You,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
We do apologize sincerely that our customer has experienced multiple
concerns with a defective product.
This customer’s merchandise is experiencing a factory defect
within warranty and our business has offered multiple routes for resolution by
taking responsibility...
for this defect. Furniture today is built on an assembly
line at the factory, like any other furniture retailer (or any other business
for that matter) regretfully there are sometimes products that come off of the
assembly line with defects. It normally does take time for these defects to
show up and we stand behind the quality of our product and make it right by our
customers with fair and adequate options for resolution. The fact remains that
just because one product is manufactured with a defect it does not make the
entire product line or the entire inventory of our store defective.
As indicated in our Service Policy (listed on the customer’s
invoice and commonly signed by the consumer prior to leaving our store) we will
replace an affected item or offer a reselection to our customer. The customer
is choosing not to reselect to an alternate item and in this case we are
willing to work outside of policy in an effort to meet our customer in a fair
and adequate manner.
We have created the paperwork necessary to pick up the merchandise
(less the bed protector), refund the cost of special order fee, and the price
paid towards insurance on the merchandise. The original delivery fee charged and
the bed protector (for health reasons) are non refundable. We feel that this
offer is fair and adequate as we have other options for resolution in place to
best benefit our customer however the customer is demanding that we make an
exception for them as an individual.
The customer’s refund can be fully processed back to them once the
merchandise has been removed from the home and checked into our inventory
system (this can take 24-48 business hours after pickup), regretfully our accounting
system will not allow for a refund to be processed any sooner and this is one
of the main reasons we recommended selecting a different product so that there
is no loss of actual furniture in the home.
We apologize again for any and all inconveniences the product’s
failures have caused our customer and ask that the customer contact us directly
to schedule a date for removal of the merchandise (less the bed protector). The
paperwork will remain active in our system for two months and we look forward
to hearing from our customer so that we can move forward with scheduling the
return date and get this process started.
Customer Care Office
1800-569-1284
Mon- Sat: 6:30a -8:00p
Sunday: 10:30a – 7:00pm
Good Morning Revdex.com,
We apologize again that our customer remains so dissatisfied with our efforts to help resolve his concern. Our records indicate that as of 2.22.2015 (yesterday) one of our Customer Care Agents spoke with [redacted] and we currently have a resolution in place to exchange the merchandise on 2.27.2015.
The customer as agreed to this resolution and his account also shows that we processed the cancelation of the Goof Proof Plus Protection Plan and went above and beyond our normal policy and refunded his delivery fee (prior to even making the initial concern right).
We look forward to completely resolving this customer’s concern on 2.27.2015 and thank our customer for pointing out the coaching needs present so that we may grow as an organization.
Thank You,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
While I can certainly relate to our customers frustrations, the
report that the technician provided us with does not depict what the customer
is alleging to have occurred. We take great pride in the integrity of our
technicians and the factory training they receive from the vendor/
manufacturing threshold. I do apologize if the customer was already denied by
the [redacted] company, as they are a different company from Bobs completely we
cannot always gain access to their recordings of filed claims.
The facts remain that:
-The current concern this sofa is experiencing is not the result
of a defect in workmanship.
-The customer’s product has no warranty coverage through Bobs
Discount Furniture directly and as a retailer we have no basis to enforce an
exception to our company policy as the customer made absolutely no claims of
concern to us over a period of use just shy of four long years.
-The five year protection plan ’[redacted]’ is not managed or
associated with coverage directly from Bobs Discount Furniture. Even if it was,
this customer’s specific scenario would not be covered as the technician has
determined the concerns with the mechanisms are not related to a factory
defect.
-As a retailer we visited this customer’s residence hoping to be
able to service this concern on site, at no charge, outside of any warranty offered
by our company. That service did come at a cost to us directly and when we were
not able to complete a repair (we wouldn’t have known this until having a
professional visit the home) we explained that options at the customer’s cost
were available.
As the one year manufacturing warranty offered thru Bobs has
long expired on this product and the concern the sofa currently has is not
related to a manufacturing defect, regretfully as a business we are not able to
take complete ownership for the current concern on this product.
Because we are a company that truly cares about our customers we
are able to make a courtesy offer to complete the installation (labor) of any
purchased parts associated with this concern (2 new reclining mechanisms) at no
charge should the customer pay the cost associated with obtaining the new
reclining mechanisms.
Benefits of purchasing the needed parts include the parts and
labor carrying a new one year factory guarantee through Bobs Discount
Furniture after we have installed them and ultimately the cost to the consumer
is less than purchasing an entirely new reclining sofa.
If the customer would like to initiate the purchase part order
process please advise that they may contact our Customer Care Office (Mon – Sat
6:30a-8:00p/ ###-###-####) to move forward.
Sincerely,
[redacted]
Bobs Discount Furniture
[redacted]
I got a new foundation 2 days later which was fine the only problem was I had to wait to all day to receive it. I had a schuded time slot between 4:12-7:12 pm I don't understand that. Especially somebody who has gone through issues. All said and done im happy that I can sleep again.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Good Morning Revdex.com,
We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from us. Guardsman is a third party company that we have, for many years, experienced a vast amount of approved claims through.
Our records do not...
indicate that our business (Bobs Discount Furniture) has had any interaction with this customer since the delivery date that occurred nearly five (5) years ago.
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 exclusions. As the manager of the plan, Guardsman is responsible for sending the consumer the plan documents. Should 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 review. Had we been made aware of the need for these terms and conditions we most certainly would have provided them upon any request. As 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 Guardsman is continually sending these documents as many claims for coverage are routinely approved.
We again apologize that the customer didn’t receive the service expected from the Guardsman company and are willing to look into this claim further and dispute the claim with Guardsman on their behalf should we feel necessary.
At this time we ask that the customer provide photographic evidence via this Revdex.com channel of the damage. As this merchandise has been in the home for such a long period of time (5 Years) and is very far out of any warranty/responsibility period thru Bobs Discount Furniture directly, we require a detailed photo submission so that we can enter into a dispute should it be deemed suitable.
To move forward please advise the customer that we require the minimum pictures (in color) as listed below for each item that is listed in the report to Guardian. I have listed some detail below to ensure our request is specifically notated:
Photos of the Sofa Sectional Requested:
- 1 Picture that clearly shows the entire facing surface (seats, inside backs, arms) of the sofa sectional.
- 1 Picture that clearly shows the damage marks at close range (each “minor tear” should be showcased for review –customer’s Revdex.com complaint is not specific as to how many there actually are).
-1 Picture that clearly shows the damage marks at a distance (each “minor tear” should be showcased for review –customer’s Revdex.com complaint is not specific as to how many there actually are).
We will review these photos and respond with what, if any, options for resolution we may have to offer this customer.
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
Please pass on our sincerest apologies to the customer for the
continued disappointment they have experienced while seeking to correct any
miscommunication that may have occurred during the time of sale. We can
understand our customer’s frustration and assure our...
customer that continued
failures and poor customer care are not part of the daily success that has
helped us continually grow and please our customers overall.
Our records indicate that as of 3.20.2015 our ** distribution center
sent out the following list of parts via the [redacted]
1-
Packet of Headboard Leg Hardware
1-
Packet of Railing Hardware
1-
Packet of Storage Drawer Hardware
1-
Drawer Track with Glide (Storage Drawer)
As of today (3.27.2015) I would expect that the customer has
received these parts or at the latest, will be in receipt of these parts within
the next few business days.
Bob’s prides itself on providing quality service and the best
value product for the price. Our primary focus is on making the concern we caused
right so that our customer is satisfied with the product that they have
purchased from us. If we have resolved the original concern at this time we
would be happy to provide an offer to our customer for a further form of
apology for the inconveniences we have caused.
Should the customer’s concern not be fully resolved at this time
we certainly want to first look into what offers we can make moving in the
direction of completely resolving the merchandise concerns. In example, the
customer’s original invoice (attached) shows me that a purchase was made from
our PIT for a Queen Sized Headboard, A Queen Sized set of railings, and a
Support System for these rails. There is no indication that a Queen Sized
Footboard was purchased with this bed. As this is my first time in this account
this leaves me wondering if the customer is in need of an actual piece of
missing merchandise to complete assembly on this bed and not just hardware
packets and a drawer track. Traditionally a “Bed” needs a
headboard/footboard/and set of side railings to be properly assembled.
As the customer has selected to open this mediation channel for
further assistance we look forward to receiving their response on if the
hardware received (mailed out on 3.20.2015) has fully resolved their concerns
or if more parts/alternate merchandise pieces are needed to get this bed in
full working order.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
Please know that this is a duplicate complaint to complaint
number: [redacted] (filed in December of 2014 and closed as ‘Assumed Resolved’).
We are still very sorry for any inconvenience and unnecessary frustrations
this product has caused our customer to feel and are...
still offering to replace
this merchandise just as we were in our original response to this claim in
December of 2014.
Our records indicate no upcoming service appointment for this
customer, the last visit to the home was made on 3.14.2015 and our service
technician logged removing staples from the sofa and adding stitching to the
loveseat. We confirmed this service as completed with a person named [redacted] (who was at the home with our technician) and have not heard from the customer
since.
I have included our original response below as again we have an
option available for the customer should they seek a replacement instead of
waiting on parts to come in. We have been making this offer since December of
2014 and the consumer has chosen not to initiate it.
Response sent to Revdex.com on Wednesday, December 10, 2014:
Good Afternoon Revdex.com,
Please pass on my apologies to our customer for the
disappointment he is currently experiencing with his product.
The customer’s recliner was replaced utilizing the Goof Proof Plus Plan he
purchased from us. The Goof Proof Plus Plan allows for five years of unlimited
parts and service or a one time replacement outside of owning the merchandise
for a period of one year. The customer no longer has Goof Proof Plus Protection
on the recliner due to the Goof Proof Plus agreement of one time replacement
being fulfilled on the recliner.
Our records indicate that the other living room items were delivered to the
customer on 04/05/2013 and his report of concern came to us on 11/04/2014. At
this time the customer was past one year of ownership therefore we start
offering protection under the Goof Proof Plus Plan the customer purchased for
such occurrences. Should the customer wish to use up his one time replacement
option for an even exchange (like he did on the recliner) on the sofa and the
loveseat that is certainly his right. We always recommended parts and service
as the best route for resolution since this avenue keeps the protection plan
active on the merchandise. We apologize that there is a delay in container
shipment from the overseas vendor and if we could get the parts any sooner we
most certainly would.
Should the customer be unable to wait for the replacement parts to come in he
may contact our Customer Care Offices ([redacted] –Mon-Sat/ 6:30am to
8:00pm) and initiate his one time replacement option under the Goof Proof Plus
Plan that remains active on this sofa and loveseat.
The five year protection plan is an option on all purchases and not a
requirement. The customer is not being forced into “re-purchasing” it on his
newly delivered items should he decide that a replacement of furniture suits
his needs more so than the option of replacement parts.
As the customer was charged $129.99 for a five year guarantee on merchandise
that retailed for $1,097.00 we do believe it is obvious as to why a replacement
of an item (including the cost of delivery) fulfills the contract of the plan.
We stand behind the value of our Goof Proof Plus Protection Plan and its option
for a one time replacement only.
Kindest
Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the multiple deliveries caused our customer. We
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after their...
concerns
have been resolved. While we assure our customer that their satisfaction is
extremely important to us, weather delays are not a part of our business we
have control over and the failure that we did cause during the delivery arrival
on 2/3 was made right by ensuring our delivery team returned to the delivery
stop to complete the delivery as scheduled. We take full ownership for any
failure that is within our control and have addressed the obvious coaching
concerns presented to us.
Bob’s prides itself on providing
quality service and the best value product for the price. Our primary focus is
on making the concern we caused right so that our customer is satisfied with
the product that they have purchased from us. We have resolved the original
concern and delivered the customer the merchandise originally expected in good
condition. At this time any additional accommodation we feel adequate to offer
to the customer is a form of our apology and at our internal discretion.
Normally we offer any type of additional apology in the form of a Bobs Discount
Furniture Gift Card because as a business we understand the importance of
earning our customer’s trust back and proving to our customer that delivery
failures are not part of the normal daily operations that have helped us grow
to be the 15th largest furniture retailer in the U.S. We also wish
to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. Should the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our showrooms or pit locations
as our free gift of apology with use of the gift card we are offering.
Contrary to this customer’s complaint, their account records reflect
no processed agreement or recording of speaking with us about a further form of
apology. As of right now we are able to express two apology offers to our
customer and while it is far beyond our normal practices to do so I have
included one monetary refund offer below honoring this person’s demand. In the
interest of fairness for all consumers alike, we do not offer apology amounts
based off of any individual’s time and we are unable to offer a discount off of
factory fresh product that stands in the home in good condition.
Please ask the customer to review
the below offers of compensation and choose the one option they would prefer to move forward with.
Option #1:
Bobs Discount Furniture Gift card
in the amount of $100.00. If accepted the consumer can expect to receive this
card in their regular mail bag within 7-10 business days.
OR
Option #2:
A monetary refund (processed to
the customer’s Wells Fargo financing account) of $50.00. If accepted the
consumer can expect to verify this refund within 1 complete billing cycle via
their Wells Fargo financing statement.
Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
I personally spoke with this customer on 11.22.2014 and sincerely
apologized to her for the inconvenience that the back ordered sofa was causing
her to deal with. At that time I explained to [redacted] that the merchandise
coming in from our overseas vendor is a part of...
our business that regretfully
we have little to no control over. I know for a fact that no one in our
business ever expected this item to continually be on back order again and
again.
On that day I came up with a solution, one that was completely
beyond our normal policies to do, to appease the wait that time that our
customer was already experiencing. We delivered a loaner piece of product to
the customer three days later as she has also depicted here.
Our inventory system continually showed us that this sofa
was available to schedule on the dates we agreed upon with [redacted]. We are just
as disappointed as the customer is that we do not have this sofa and the
massive amounts of sofa’s sitting on a container in port have yet to arrive to
our distribution center. I can completely understand her frustration having to
wait on the sofa to come in and at this point we literally have done everything
in our power (including taking a loss on a totally separate piece of furniture
so she would have seating) to try and combat the back ordered merchandise issue
that remains beyond our control.
Should [redacted] not be able to use the loaner loveseat and
wait for the sofa to arrive we do understand this and will certainly remove the
product she has (two loveseats) from her home and refund her purchase price in
full. The removal of product can happen as early as 12.13.2014 (Saturday)
should she like because our records indicate that a pickup order remains active
on her account for 12.13.2014.
Our Customer Care Office has already approved offering
[redacted] monetary compensation once her concern has been fully rectified and
again this is an extreme effort on our part as any further form of apology from
us is offered in a Bobs Discount Furniture Gift Card only under our usual procedures.
We have been and continue to work above and beyond to address this scenario.
We do recognize the level of aggression that [redacted] has been
communicating to us and we have continually tried to meet her demands to the
best of our abilities. We apologize that she remains so upset and empathize
with her frustration.
Please ask that [redacted] respond thru this Revdex.com channel that
she opened or contact us at our Customer Care Office via ###-###-#### to
advise us if she’d like to keep the pick up scheduled for 12.13.2014. Should
she wants us to remove the 2nd loveseat she maintains on that same
day we will do so and begin the process for granting a monetary refund to her
original method of payment.
Kind
Regards,
[redacted]
Bobs
Discount Furniture[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Revdex.com: I will go with option 2 to refund credit card delivery fees I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Good Morning Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. Guardian (Crypton is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount...
of
approved claims through this third party company. Our customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries. While
the portion thru Guardian is strictly
for accidental damage, the protection plan also carries a five year guarantee against
factory defects directly thru Bobs. It would be rather overwhelming and
possibly completely intrusive to most, for any customer to have a sales professional
review every single occurrence of factory defect (that may never end up occurring) during what is supposed to an exciting
time of sale.
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 exclusions. As the manager of the
accidental protection plan, Guardian is responsible for sending the consumer
the plan documents. Should 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 review. Had we been made aware of the need for
these terms and conditions we most certainly would have provided them upon any
request. As 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.
We again apologize that the customer didn’t receive the service
expected from the Guardian company and are willing to look into this claim
further and dispute the claim with Guardian on their behalf should we feel
necessary. Please also note that our internal records show no attempt on this
consumer’s part to communicate this damage to our business directly prior to
filing this Revdex.com complaint. We do encourage the customer to contact our Customer
Care Offices ([redacted]) if they feel this is a manufacturing defect so
that we can assist them directly. Should they wish to continue using the
mediation services you provide we are more than happy to honor that route as
the customer wishes.
Like many other protection plans
there are terms and conditions set forth in order to provide fairness in resolution
for all customer’s alike. We stand behind the expectation that all consumers
must adhere to the expressed guidelines of the protection plan.
We are happy to research this
concern further should we receive more, appropriate information from this
consumer via this Revdex.com mediation channel.
To move forward with disputing to
Guardian please advise the customer that we require an accidental damage report
that reasonably corresponds with the damage present and a minimum of three (3) pictures (in color) for
each item that is listed in the report to Guardian. I have listed the
requirements below to ensure our request is specifically notated:
-Minimum 3 Photos of the loveseat:
- 1 Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the loveseat
-
1 Picture that clearly shows the damage mark(s) at close range
-1 Picture that clearly shows the damage mark(s)
at a distance
We will review these photos and
respond with what, if any, options for resolution we may have to offer this
customer.
Sincerely,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
I have reached out to this
customer directly today (10.01.2014) at the phone number she has provided in
this complaint. I have left a message for her with my direct phone number in
the hope that she will contact me back directly to discuss her account...
further.
Our records reflect several
different stories of the defective mattress’s current location. Some stories
indicate the mattress is still being used by someone the customer knows and
some indicate the mattress has been thrown away.
Regretfully without a defective
product to return to the manufacturer the mattress warranty itself is not being
honored. The manufacturer’s warranty is not directly through Bobs Discount
Furniture as we do not build this product and are solely the retailer in this
scenario. In order to bill the vendor of this product under their warranty they
require the mattress be sent back to their factory for review.
We are willing to meet our
customer ½ way (coming out of our own pockets directly) and provide either a
store credit or monetary refund in the amount of 50% based off the price that
was paid for the King Size Mattress and Foundation Set in 2012.
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. Guardian (Crypton is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount...
of
approved claims through this third party company. Our customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries.
We provide a general flyer at the time of
sale that very clearly indicates there are some exclusion(s) to the protection
plan and the document further encourages the consumer to read their full plan
documents for the list of exclusions. As the manager of the plan, Guardian is
responsible for sending the consumer the plan documents. Should 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 review. Had we
been made aware of the need for these terms and conditions we most certainly
would have provided them upon any request. As 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.
Another valuable portion of the protection
plan is the extended coverage offered against factory defects. As generally
outlined on the sales invoice we reserve the right to inspect the merchandise
to determine if the concern the customer is reporting is a factory defect before
granting use of the benefits associated with this protection plan. The factory
trained professional that visited the customer’s home on 1.20.2015 reported to
us that there were no factory
defects present and therefore coverage under the associated warranty cannot be
honored directly through Bobs Discount Furniture.
In an effort to assist this consumer I have
followed thru on various avenues of research and in order to move forward with
any type of courtesy offer for resolution our business requires more
information from this consumer.
#1:
There is a mention of ‘wood damage to a table’ in their complaint. When I pulled
the Guardian records associated with claim#[redacted], these records indicate
that the customer reported to Guardian that they have termites in the home that
caused the damage to the wood table. Is this the same ‘table concern’ the
customer is trying to report to the Revdex.com and get Bobs to cover?
#2:
The customer has also mentioned a concern happening within ‘6 months’? Our
records as well as Guardian’s show no report of concern until a year after the
customer held possession of this merchandise. Where or to whom is the customer
indicating they reported concerns within 6 months to?
#3: The customer’s ‘disputed amount’
pertains to their entire sales order and the Bobs Discount Furniture Technician
inspected and reported on the sofa and the loveseat only while in the home on
1.20.2015. Is the customer seeking assistance with the sofa and loveseat or are
there other concerns that have not been inspected or reported by/to Bobs
directly with the other merchandise on the original sales order?
As a business we certainly do want to help aide our customer
in any way that may be possible. We look forward to hearing back from this
customer via this mediation channel they felt necessary to open with answers to
our above questions. After their response has been received we will continue to
perform research as to what, if any, resolution we are able to provide to this
customer as a courtesy from our business.
Kindest
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
I attempted to contact this customer directly today (2.10.2015) as there are several entities of this claim that just don’t make sense to me. I was unable to make contact via phone (left a message) so I am responding thru the mediation channel the customer has selected to...
open with Revdex.com.
First – [redacted] has been a Customer Care Team Supervisor for many years and does not visit any customer’s home as he works within our offices. I am perplexed as to where or how this customer has come up with his name in reference to her account. There are no records that she ever held a conversation with [redacted].
Second – I have included the photographs the service technician took while in the customer’s residence on 2.5.2015 for your review. I do not see a “Sagging concern” (as originally reported) in the right side facing arm as being present. The arm appears to be up to manufacturing standards. I do see the material that is not adhered properly to the frame and we are more than willing to take care of this concern for the customer. That material can easily be reattached to the product and we apologize if this was left undone by the last technician to the home.
We further apologize for the alleged demeanor the customer indicates our technician had while in her residence. We have taken the appropriate steps to ensure that this coaching concern is addressed with our technician directly.
As per the documentation all our customers receive at the time of sale, we will service (repair) the merchandise to manufacturing standards should a manufacturing defect concern arise.
We are normally very successful in our attempts to service merchandise in the customer’s home and as our technicians are factory trained we do stand behind the quality and integrity of their workmanship.
Should the customer wish to schedule a different service technician to the residence to rectify the remaining material concern I see present in photos, we will be happy to arrange that via this Revdex.com channel or by a call to our Customer Care Team at[redacted] (Mon – Saturday 6:30a-8:00p)
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
Please pass on our sincerest apologies to our customer for any
confusion that may have taken place because of our failures. I assure our
customer that it was never our intention to frustrate them or make their return
process tough on them.
Our records...
indicate that the refund for the credenza ($427.99) has
been fully processed from our system. Should the customer still be waiting on the
refund to the credit card it would only be related to the processing time the
bank who owns their credit card is taking to update their credit information.
In regards to a further form of apology we are able to offer this
customer a $50.00 gift card to Bobs Discount Furniture. This gift card will
never expire and can be used on a future purchase for many cash and carry items
we have in any of our showrooms.
We are so sorry for the amount of frustration our failures caused,
should the customer want to accept this Gift Card they may respond to this Revdex.com
claim as ‘satisfied’ or contact our Customer Care Office (###-###-#### Mon-
Sat/ 6:30a -8:00p) to confirm the creation and shipment of this apology offer.
Kind Regards,
[redacted]
Bobs Discount Furniture
Good Afternoon Revdex.com,
We spoke with our customer today (10.23.2014) via phone and
we reached a satisfactory agreement for the customer to return to our showroom
and reselect new merchandise.
We apologize for any and all inconveniences these product
concerns have caused our customer...
and thank our customer for her continued
business.
Good Afternoon Revdex.com,
I feel terrible and extremely embarrassed after reading about this
customer’s experience with us. I
don't blame our customer for being very upset with us and on behalf of Bobs
Discount Furniture I extend my sincerest apologies. I know and acknowledge how...
unpleasant this
entire ordeal has been for our customer and while I know this is their Bobs
experience I assure our customer that we would not be continuing to grow if all
our customers were met with so much disappointment during such an important
purchase.
The
comments regarding the service received by our delivery and customer care teams
are very important to us. We want customers to love shopping with Bobs, so this
report of such a disturbing experience with our associates and merchandise is a
serious concern for us. It is inexcusable for anyone to speak to or act towards
a customer in an impatient way during any delivery or customer care interaction.
I know it is upsetting when someone who should be serving you is disrespectful
and we do hope our customer will accept our deepest apologies. We have begun
addressing the obvious coaching concerns our customer has brought to our
attention within our staff and will take appropriate action.
Our records
indicate that we were able to successfully deliver and assemble a bed for our
customer as of 3.12.2015. We have also provided our customer with a further
form of our apology by refunding the original delivery fee paid to us.
I truly
wish there was a way I could undo what has been done and I apologize again for
the appalling impression our customer has been left with of our company. Our customer has our pledge to maintain the
quality of all our customer interactions at every level and we truly thank our customer
for reporting these incidents to us.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]I am rejecting this response because:
I don't understand why a Bob's Furniture Customer Care Representative can acknowledge the fact that this ordeal has caused unnecessary stress on the consumer, yet the best you can offer is $100 towards a future purchase. In other words, I am still paying 100% of the original cost of the couch, plus a $200 delivery fee for a delivery that took a month and three (3) attempts. I just moved into a new home and I do have furniture needs: a new bedroom set, dining room set, etc., but Bob's delivery protocol and shady customer service makes me uncomfortable with the idea of doing business with them in the future.
After reading the reviews on Revdex.com and otherwise, I have discovered that my issue with your company is not the exception, but the rule. Of the 1,390 Bob's Furniture customers who took the time to file a complaint with the Revdex.com in the past 36 months, 73% (1,013) of those complaints were delivery or customer service related. This signals to me that Bob's Furniture is more concerned with making money than providing a quality product. This point is driven home by the fact that, in response to an issue I have with a current purchase, your only offer of compensation is wrapped up in me spending more money with your company.
Based on this experience, I will take my furniture needs to another company that is concerned with the quality of their product and customer service than taking the hard earned money of their customers.
Sincerely,[redacted]%3
Good Afternoon Revdex.com,
At this time we are just as shocked as our customer is that the
part has yet to arrive. We fully confirmed with our vendor that the part was in
transit as indicated in our previous response. I have been trying since
3.20.2015 to get a response from our vendor on where...
their container shipment
is and have been unable to receive a response back. As originally disclosed our
business did not assemble this item, therefore the replacement shelf was not
needed as a result of our failures, we also verified with our Quality Control
Department that there have been no returning tables as a result of incorrect or
inefficient hardware included with these tables. As of right now, not being able
to procure information about the shipment and the shipment not arriving as we
expressed is most certainly a failure we can and do take ownership and responsibility
for.
In regards to the approved and processed refund on this purchase
part order, this was voided due to lack of follow up on the customer’s part. First
we communicated via Revdex.com how the customer could get this processed immediately
and our records confirm that our retail location attempted to contact this customer
to get the refund fully processed as well. The refund was voided by our
Accounting Department because we are unable to keep open unclaimed money on
accounts. Our records further indicate that a message was left for our customer
on 1.27.2015 advising that the paperwork could be reinstated at anytime after
she contacted us to provide her credit card information.
Should the customer agree to decline the offer of refund on the
cost of the part order we will agree to provide a factory fresh model of this
table to the customer and cover the cost of delivering the new table to their
residence. Should the customer wish to accept this option for even exchange it
is best that they contact our Customer Care Offices directly to schedule the
even exchange date as the availability of the table and/or open delivery dates
is/are subject to change.
In reference to the sofa the customer mentions in this complaint I
am uncertain as to whether our customer needs assistance with this item. In one
portion the customer mentions that they are very happy with the item and then
in another part of the complaint they indicate there is a concern with this
item. Our records show no report of concern being made to us on this item, if
the customer needs assistance under their warranty coverage with the sofa we
are happy to help and just asked to be informed of the concern.
Thank You,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison