Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their delivery experience with us. We can understand how frustrating it is to
have the team running late and to not be able to get an answer as to why. Our records indicate the team did arrive at
11:19 am and so were under an hour late. We are sorry that the customer did not
feel the $50 gift card that was offered was adequate. That amount is above what we would normally
offer for a team being less then an hour later then estimated timeframe. Due to the delay in having this issues
rectified, we will offer that amount, $50 as a refund to the [redacted] account.
If this customer would like to accept this offer,
please reply through the Revdex.com mediation service that this is accepted and we
will process this refund and email the customer a copy of the refund.
Please pass on our deepest apologies for any inconvenience we may have...
caused
this customer during their experience with us.
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 can
not locate any account.
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 invoice number is unavailable please ask if the
customer can provide the alternate phone number or customer name that may bring up their account
records.
We ask that the customer responds to us thru this Revdex.com channel so that your
efforts in mediation assistance are not wasted.
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]
Please pass on our apologies for the alleged experience
the customer outlines to have occurred during his service visit. We will move
forward in investigating these allegations directly with our technician. We
assure our customer that we wish to resolve his dispute in a fair an adequate
manner and whether the report was provided to us in or outside of the home we
stand behind the integrity of our technician’s report. Our Service technician’s
are factory trained professionals who know and understand the inner workings of
the merchandise we sell, they are fully qualified to determine if a defect in
workmanship is present or if merchandise is showing signs of wear and tear from
the amount of use it has been receiving in an environment.
Bobs Discount Furniture offers coverage against
manufacturing defects and just as its name outlines, the ‘Goof Proof’
protection provides coverage against accidents. At this time the merchandise in
the customer’s home is not experiencing concerns from either of those
instances, therefore the coverage purchased does not apply at all. This
merchandise was delivered nearly three years ago and we have not received any
complaints or concerns from this customer until now, the depth of damage the
customer is reporting cannot possibly have occurred overnight or all at once
just recently.
As we agree with our service technician’s findings we are
only able to make a one time extreme
courtesy offer to this customer for possible resolution. Should the
customer wish to reselect to a different set of furniture we will offer to
provide the customer with a store credit of 70% based off the original prices
paid for this sofa and loveseat. Should the customer wish to have this new
selection delivered a delivery fee will be charged at the new time of sale. We
will offer (an additional courtesy) to haul away the current merchandise the
customer has in their possession and dispose of it on the same day we deliver
the new selection.
Should the customer wish to accept our offer of store
credit they can respond to this Revdex.com channel as ‘satisfied’ and we will have our
retail location reach out to them for further confirmation of their active Bobs
Discount Furniture credit number.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate
Liaison
Please pass on our sincerest apologies for the inconvenience the multiple deliveries and damaged product continues to cause 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.
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 currently have a delivery scheduled for the [redacted] on 2.07.2015 to resolve this concern.
While it is not normal procedure to so we do recognize that we have failed our customer and our records indicate that we have advised our customer that we will willingly offer a token of our apology after the concern as been fully rectified.
We do not offer apology resolutions 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.
At this time we are looking forward to completely resolving this customer’s concern on 2.07.2015 and should the customer still be seeking a further apology amount from us they will be able to speak with our Customer Care Office prior to the delivery team leaving their residence 2.07.2015. We will review the account and our failures at that time and determine what we are able to offer. [redacted]
We apologize again for the impact our failures have had on our customers valuable time and thank the customer for bringing the coaching concerns we have to our direct attention.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Day Revdex.com,
Our offices are in receipt of this response on 4.15.2015and
are responding to you/the customer on the same day.
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. Once
the original concern is fully resolved we would be happy to provide an offer to
our customer for a further form of apology for the inconveniences we have
caused.
We are
genuinely seeking to help the customer move forward in getting a complete
working bed and are willing to offer options for resolution, in offering the
appropriate resolution to our customer to ensure that this concern is rectified
in full it would an extreme help to have had details confirmed as communicated
in our first response as our records remain unclear.
In
example:
Our question regarding the
footboard remains unanswered. Our records do not indicate there is a footboard
for this bed in the home however at this time I am moving forward working off
the rejection response and assuming that the customer does in fact have a
footboard in the home.
The rejection response does
indicate that the customer is seeking another set of hardware for the second
storage drawer so this also leads me to believe that there is a footboard
present in the home (as the drawers are inside the footboard for this model).
As of 4.10.2015 we have mailed out the remaining hardware
needed for the second storage drawer. We sent these parts via [redacted] – Tracking
number: [redacted]-
This tracking numbers indicates that the package sent arrived to the customer
on the following date: Sat 4/11/2015 10:11am.
These
parts were shipped to: [redacted] / [redacted]
(as listed on the previous part order/shipment).
As of 4.10.2015
we have also mailed out a copy of the ‘Assembly Instructions’ we have for this
bed. I have gone a step further and attached
these instructions to this Revdex.com response as well to ensure the customer gets
them. There is a complete hardware listing on this document for the customer to
review and respond with what other parts may be missing to complete assembly
(for a faster turnaround time the customer is welcome to contact our Customer
Care Offices with this information if they prefer to work with us directly).
This letter has been sent to: [redacted] / [redacted] (as listed on the previous
part order/shipment).
We will
cover the cost of supplying any additional parts/hardware that may be needed to
get this bed in fully working order and once all the necessary parts/hardware
have been confirmed as being in the home; we will also offer to schedule a
delivery team (at no charge) to the customer’s residence to assemble the bed
for the customer.
We are
very sorry again for any and all inconveniences this concern has caused our
customer and will continue to work at full capacity to make these concerns
right.
Thank You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
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 are sorry that our customer is experiencing any concerns...
while seeking to
use the protection plan purchased and/or communicating damages to us directly.
We most certainly want to help our customer however we are not
being provided with the information needed to allow the assistance to take
place. It is uncommon that scratches just appear on furniture and our trifold,
provided to every customer at the time of sale, indicates that the customer
should contact us within three days of their delivery to make us aware of any
concern they feel may have been present from the point of delivery. When we are
called several weeks later and told about cosmetic damages (such as scratches)
as a business we must seek further information so that we can properly assist
that customer and all customer’s alike.
If the customer can report a coverable accidental incident (what ‘goof
proof’ covers) that caused these scratches we can process the claim via the
protection plan they purchased, offering the benefits that are associated with
this plan in full. I have attached the plan terms and conditions for reference.
If the customer continues to maintain that this cosmetic damage just appeared on
its own or that it just wasn’t reported all together we ask that the customer
submit photos of the damage and the piece itself. We will review these photos
with our Service Management Team and respond with what courtesy option, if any,
for partial coverage may be available for resolution here.
Kindest Regards, ...⇄ />
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their delivery experience with us.
Bob’s does not manufacture merchandise; we are at the
mercy of our vendors. We did request the
parts be sent to the customer, we were given a date we should expect the
parts. The manufacturer did not fulfill
the order. We are very sorry that we
were not able to get the parts out to you on a timely manner.
I am confused however.
It appears the customer had a conversation with one of my colleagues
Elizabeth on September 16. They agreed
to give it one more week, and if the parts did not arrive, Bob’s would offer
either an exchange or a reselection, so the customer could get a
replacement. We will absolutely honor
that offer. There is a reselection
credit in the system for the cost of the sofa, the goof proof plan and the
tax. We will waive any new delivery fee. The pick up of the piece in the home will be
done when the customer’s new merchandise is delivered.
If the customer wishes to accept the offer for exchange
or reselection, they can reply that they accept, then go back to the store to
choose the new merchandise.
minor-latin;">Good Afternoon Revdex.com,
While we apologize that our customer is unhappy
with the product we are unable to offer resolution when the overall condition
and cause of the product’s demise is directly related to the accumulated abuse
the item has received in its environment.
Our records indicate that this merchandise was
delivered to the customer on 3.22.2014.
During our first service visit on 6.28.2014 the
service technician reported that he adjusted the reclining mechanisms on the
recliners and the cause of these not working properly was directly related to
the merchandise not being used in conjunction with normal specifications. While this technician was in the home he also
logged touching up scratches on the merchandise. At this point in time the
customer had the merchandise for over three months in their possession with no
reported cosmetic damages to us (the business). The scratches were directly
related to something that occurred in the home and our technician did the
consumer a courtesy (at no charge) by repairing merchandise that had been
directly damaged by the consumer or the environment the merchandise is kept in.
Normally the ‘[redacted]’ plan requires that any accident, for example scratches
that appear on merchandise three months after the point of delivery, be
reported to a separate third party company. As a retailer we make this perfectly clear
within the documents provided at the time of sale.
On this initial service visit Bobs Discount
Furniture made an extreme effort to help this customer directly instead of
referring them somewhere else.
Approximately five months later this customer
contacted us and advised us that the sofa and recliner were making noises when
they reclined. We scheduled a service for 11.29.2014 to address this concern.
On 11.29.2014 our technician most certainly showed
up to the residence to perform this service. Our records verify that not only
did we show up, we made a call ahead to the customer over an hour in advance
letting them know we were on our way. Following our normal, successful protocols
we arrived to the customer’s residence within the estimated timeframe our
automated system provides. After the technician was unable to enter the
residence we called phone number ###-###-#### to advise that our technician was
outside and looking to be let in to the residence. Because we were unable to
reach anyone, we were forced to leave a message on that number, take a
description of the customer’s home from our technician, and move the technician
on to his other scheduled stops. Per our records the technician left the home
about 2:05PM. Our records further indicate that we spoke with a “[redacted]” at
2:30PM and this person conveyed that she must have missed the knock on her door
but was home and available to accept service at this time. We made every
attempt possible to get our technician back to the home to complete a service
that day.
As a reschedule to the above missed appointment we
arrived to the customer’s residence on 12.13.2014 to address the concern of the
sofa and recliner making noises when they reclined.
While I understand the
alleged account of events that occurred by the customer’s filed complaint, the
technician report we were given indicates that the product’s demise is
directly related to the accumulated abuse the item has received in its
environment. The report includes
information that one of the sofa’s electronic outlets has been snapped off,
there are multiple occurrences of scratches on the merchandise (new scratches
that appeared in the six month timeframe in between our first visit and this
visit) and the sofa was in overall poor condition. The recliner was reported to
us as showing the same signs of extreme wear – the outside arm had material
that suffered a scrape (estimated at 4 inches) and other areas of cosmetic
damages.
As per the Revdex.com’s documentation this complaint was
sent to you on 12.22.2014. Our records indicate that the customer last spoke
with the highest levels of our Customer Care Organization on 12.23.2014 and has
been advised that regretfully we are unable to take responsibility or ownership
for the concerns due to the extremely poor condition this merchandise is in combined
with the fact that the concerns the customer is experiencing (bent
mechanisms/non working electrical components) are not related to a problem we
can take ownership or responsibility for.
The [redacted] Protection plan this customer
purchased offers an extensive amount of coverage against one time accidental
damages and/or manufacturing defects. Given the amount of accumulated damages
that exist here and the report of two separate service technicians confirming
these damages are not related to factory defects, this claim qualifies in no
way for warranty coverage under the purchased plan. We remain very sorry that
we are unable to offer this consumer any recourse for these concerns.
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
I have reached out to this
customer by phone today (4.16.2014). Our records reflect that she has been
scheduled for a service repair for this concern and I am currently awaiting her
phone call back to verify that her concern has been properly handled.
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any...
inconvenience we may have
caused this customer during their delivery experience with us.
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, address provided here, and email
address. I also searched thru the purchases from every customer on 7.19.2015 by
last name and have yet to produce and account that matches this posting.
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 invoice number is unavailable please ask if the
customer can provide the original delivery address for this merchandise or any
alternate phone numbers that may bring up their account records.
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, ...⇄ />
Stephanie A. G[redacted]
Bobs Discount Furniture
[redacted]
Good Morning Revdex.com,
line-height: 15pt;">We are sincerely sorry that this customer
is experiencing issues with the merchandise that they purchased from
Bob’s. I see the purchase was made in September
2012. At the time the sale was created
the customer purchased [redacted] This
protection plan covers the customer for a period of five years from accidental
damages. Accidental damages must be
called in to [redacted] within 30 days of occurrence. Accidents must be reported with the date of
the single occurrence that caused the damage, who was there, how the accident
occurred. This allows [redacted] to verify
that the damage was caused through an accident not through misuse or neglect.
We sent our technician to the home July of
2015. He found no manufacturing
defects. He found the pieces in the home
had several instances of damage caused in the home. When this customer called into [redacted] he
reported to them he did not know how the damages occurred, possibly from the
children in the home jumping on it. He
also reported to them that our tech had deemed it non-repairable, [redacted] then
reviewed the tech report and saw this was damage from July of 2015. This is not an accidental damage. This is unfortunately misuse. Sofas are not meant to be jumped on. This is not damage that [redacted] will cover. Please see attached a copy of the Goof Proof
handout and this customer’s warranty card from [redacted].
This merchandise was purchased with a one
year manufacturer’s warranty. That year
ended in September 2013. We have no
recourse to offer.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
Good Morning Revdex.com,
face="Calibri">We apologize to our customer for any inconveniences we have
caused during the warranty claims process.
Our records currently indicate that we are scheduled for a
service appointment on 7.14.2015 to address this merchandise concern. I
attempted to contact the customer via telephone today to confirm this and was
unable to reach them directly. At this time- all information points to our
company working towards actively resolving this concern under the service
benefits associated with this customer’s Goof Proof Plus Plan. Our technician
is required to contact our Customer Care Offices prior to leaving the home on
7.14.2015 and we look forward to speaking with/ gaining our customer’s complete
satisfaction on that day.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because: I tried to email the address that was sent to me [redacted],[redacted] and it would not go through. I would like a phone number to call to speak to the person who can help me.
Also the phone number this person claims it not working that she tried to contact me at is the store in [redacted]. number not mine. My number is on my receipt records of purchase
Sincerely,
[redacted]
Good Morning Mrs. [redacted],Thank you for choosing Bob's Discount Furniture. I apologize that your furniture has failed to meet your expectations.Our records indicate that you received delivery of the table in March 2014; one year later in April 2015, you contacted...
our customer care office to report that finish was peeling and bubbling on the table top. We dispatched a service technician to your home on June 2nd, who inspected the table and determined that the damage was unrelated to defect and unrepairable. There are notes in your account which state that you noticed the damage after wiping the table with a wet cloth; if the table is not immediately dried, peeling or discoloration may occur. The goof proof plus plan, extends the manufacturer warranty from one year to five years, in addition to covering most types of in home accidental damage, however; the reported damage is not considered to be a defect. Unfortunately, at this time, you are beyond the required timeframe to file a claim. As a courtesy, we can either reinstate the previous offer and process the 30% concession ($119.70) allowing you to the keep the table and chairs as is or, you may return the table and chairs for store credit ($399.00) and reselect to a different set however, we will void the goof proof plan and you will need to repurchase it, if you prefer to have it.We appreciate your business and hope that find one of the offers acceptable. Thanks,[redacted]
Good Morning Revdex.com,
10pt;">We are very sorry for the delivery not being completed
on the first scheduled date. The team
reported to us that they knocked on the door and they were told by the young
man that they didn’t know anyone by that name. There are two possible
explanations. Maybe the team was at the
wrong home or maybe a resident thought it was funny to send the team away. With there being a chance the failure was on
the part of Bob’s we will offer compensation for the missed delivery.
We took many
steps to ensure that this would be completed yesterday 9.28.16. This delivery has been successfully completed
at this time. At this purchase was paid
for with a Gift Card, any compensation would be in gift card form.
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.
As a token of apology for the missed delivery we will
offer a gift card in the amount of $75 for the failed delivery. If the customer would like to proceed, they
can reply that they accept and we will process the necessary paperwork.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Dear Revdex.com, line-break;">
We are very sorry for the damage that was done. There has not been the breakdown in
communication that the customer has reported.
I reached out to the liaison working with the insurance company on this
claim. They were able to provide me
emails and dates of calls placed back and forth between the insurance carrier
and the manufacturer. We understand that
this customer has been living with a stained carpet and we are sorry for that
inconvenience. The delay seems to have
been caused by the customer’s request to have the entire carpet replaced, not
cleaned. The normal progression of
stained carpet would be to have it cleaned and if that failed, to replace. The customer is not party to the behind the
scenes work being done, so I can understand why they feel the claim is being
neglected. I can assure this customer it
is not being neglected. It is a large
claim so the insurance carrier is doing their due diligence.
Complaint: [redacted]
I am rejecting this response because:
Bob's discount furniture uses deceptive motivation to sell this extra insurance through [redacted] which I'm sure they get compensated for it. When the salesperson explains it it sounds really good and that is the reason we spent $299.00 for it.
First of all we were not provided with this brochure they have enclosed in their response. Secondly I did not report our pet had urinated on the sofa. I reported our pet vomited on the sofa.
Bob's response to my complain sounds like we purposely attempted to move the furniture and damaged it. That is because it didn't happened personally to them. The frustration of not bring able to remove the piece of furniture and on top of that Bob discount Furniture supporting their claim is outrageous because this morning October 26,2016 at 8:30am I received a phone call from Bob's discount Corporate office asking for a recap of events. The woman affirmed the incident should be covered because it was an accident and it happened at the property where furniture was delivered. She said she would call [redacted] and see what she could do. Therefore it contradicts the answer they are providing to the Revdex.com.
We purchase this so called insurance in case of accidents. Now we suffered an accident and they are denying honoring. This insurance should be called [redacted] denial insurance and Bob's furniture store should stop selling their policies because it is reflecting on them too.
Sincerely,
[redacted]
Morning Revdex.com,
We are very sorry that this
customer’s purchase has not lived up to their expectations. There was unfortunately a piece that had to
be sent back on the truck, due to a cracked corner. The piece that was sent back on the truck was
not billed to the customer. [redacted]
has a very distinct billing system, they bill for what was received, not what
was written on the sale. Please see
attached a copy of the sales order, showing that no Matrix Server was billed.
There were several pieces that
customer was not happy with and those were discounted for the customer.
Bob’s offers the absolute best
value at our price point. We are
sincerely sorry that this customer is not satisfied with the purchase.
We would not be able to offer to
refund on the [redacted] insurance that was purchased, this could have been
canceled and refunded any time up until the delivery was made. As these pieces have now been in the home for
about six weeks we would not be able to extend an offer to refund. I understand the customer’s concern with
reading the reviews on [redacted].
Unfortunately people are much more apt to complain when claims are
denied then they are to submit positive responses when claim are
satisfied. Many more claims are
satisfied then are denied. Accidents do
happen, and this insurance, when utilized correctly, is very valuable.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their delivery experience with us. We can understand how frustrating it is to
have the team running late and to not be able to get an answer as to why. Our records indicate the team did arrive at
11:19 am and so were under an hour late. We are sorry that the customer did not
feel the $50 gift card that was offered was adequate. That amount is above what we would normally
offer for a team being less then an hour later then estimated timeframe. Due to the delay in having this issues
rectified, we will offer that amount, $50 as a refund to the [redacted] account.
If this customer would like to accept this offer,
please reply through the Revdex.com mediation service that this is accepted and we
will process this refund and email the customer a copy of the refund.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have...
caused
this customer during their experience with us.
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 can
not locate any account.
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 invoice number is unavailable please ask if the
customer can provide the alternate phone number or customer name that may bring up their account
records.
We ask that the customer responds to us thru this Revdex.com channel so that your
efforts in mediation assistance are not wasted.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
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,...
Please pass on our apologies for the alleged experience
the customer outlines to have occurred during his service visit. We will move
forward in investigating these allegations directly with our technician. We
assure our customer that we wish to resolve his dispute in a fair an adequate
manner and whether the report was provided to us in or outside of the home we
stand behind the integrity of our technician’s report. Our Service technician’s
are factory trained professionals who know and understand the inner workings of
the merchandise we sell, they are fully qualified to determine if a defect in
workmanship is present or if merchandise is showing signs of wear and tear from
the amount of use it has been receiving in an environment.
Bobs Discount Furniture offers coverage against
manufacturing defects and just as its name outlines, the ‘Goof Proof’
protection provides coverage against accidents. At this time the merchandise in
the customer’s home is not experiencing concerns from either of those
instances, therefore the coverage purchased does not apply at all. This
merchandise was delivered nearly three years ago and we have not received any
complaints or concerns from this customer until now, the depth of damage the
customer is reporting cannot possibly have occurred overnight or all at once
just recently.
As we agree with our service technician’s findings we are
only able to make a one time extreme
courtesy offer to this customer for possible resolution. Should the
customer wish to reselect to a different set of furniture we will offer to
provide the customer with a store credit of 70% based off the original prices
paid for this sofa and loveseat. Should the customer wish to have this new
selection delivered a delivery fee will be charged at the new time of sale. We
will offer (an additional courtesy) to haul away the current merchandise the
customer has in their possession and dispose of it on the same day we deliver
the new selection.
Should the customer wish to accept our offer of store
credit they can respond to this Revdex.com channel as ‘satisfied’ and we will have our
retail location reach out to them for further confirmation of their active Bobs
Discount Furniture credit number.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate
Liaison
Good Afternoon Revdex.com,...
Please pass on our sincerest apologies for the inconvenience the multiple deliveries and damaged product continues to cause 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.
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 currently have a delivery scheduled for the [redacted] on 2.07.2015 to resolve this concern.
While it is not normal procedure to so we do recognize that we have failed our customer and our records indicate that we have advised our customer that we will willingly offer a token of our apology after the concern as been fully rectified.
We do not offer apology resolutions 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.
At this time we are looking forward to completely resolving this customer’s concern on 2.07.2015 and should the customer still be seeking a further apology amount from us they will be able to speak with our Customer Care Office prior to the delivery team leaving their residence 2.07.2015. We will review the account and our failures at that time and determine what we are able to offer. [redacted]
We apologize again for the impact our failures have had on our customers valuable time and thank the customer for bringing the coaching concerns we have to our direct attention.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Day Revdex.com,
Our offices are in receipt of this response on 4.15.2015and
are responding to you/the customer on the same day.
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. Once
the original concern is fully resolved we would be happy to provide an offer to
our customer for a further form of apology for the inconveniences we have
caused.
We are
genuinely seeking to help the customer move forward in getting a complete
working bed and are willing to offer options for resolution, in offering the
appropriate resolution to our customer to ensure that this concern is rectified
in full it would an extreme help to have had details confirmed as communicated
in our first response as our records remain unclear.
In
example:
Our question regarding the
footboard remains unanswered. Our records do not indicate there is a footboard
for this bed in the home however at this time I am moving forward working off
the rejection response and assuming that the customer does in fact have a
footboard in the home.
The rejection response does
indicate that the customer is seeking another set of hardware for the second
storage drawer so this also leads me to believe that there is a footboard
present in the home (as the drawers are inside the footboard for this model).
As of 4.10.2015 we have mailed out the remaining hardware
needed for the second storage drawer. We sent these parts via [redacted] – Tracking
number: [redacted]-
This tracking numbers indicates that the package sent arrived to the customer
on the following date: Sat 4/11/2015 10:11am.
These
parts were shipped to: [redacted] / [redacted]
(as listed on the previous part order/shipment).
As of 4.10.2015
we have also mailed out a copy of the ‘Assembly Instructions’ we have for this
bed. I have gone a step further and attached
these instructions to this Revdex.com response as well to ensure the customer gets
them. There is a complete hardware listing on this document for the customer to
review and respond with what other parts may be missing to complete assembly
(for a faster turnaround time the customer is welcome to contact our Customer
Care Offices with this information if they prefer to work with us directly).
This letter has been sent to: [redacted] / [redacted] (as listed on the previous
part order/shipment).
We will
cover the cost of supplying any additional parts/hardware that may be needed to
get this bed in fully working order and once all the necessary parts/hardware
have been confirmed as being in the home; we will also offer to schedule a
delivery team (at no charge) to the customer’s residence to assemble the bed
for the customer.
We are
very sorry again for any and all inconveniences this concern has caused our
customer and will continue to work at full capacity to make these concerns
right.
Thank You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
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 are sorry that our customer is experiencing any concerns...
while seeking to
use the protection plan purchased and/or communicating damages to us directly.
We most certainly want to help our customer however we are not
being provided with the information needed to allow the assistance to take
place. It is uncommon that scratches just appear on furniture and our trifold,
provided to every customer at the time of sale, indicates that the customer
should contact us within three days of their delivery to make us aware of any
concern they feel may have been present from the point of delivery. When we are
called several weeks later and told about cosmetic damages (such as scratches)
as a business we must seek further information so that we can properly assist
that customer and all customer’s alike.
If the customer can report a coverable accidental incident (what ‘goof
proof’ covers) that caused these scratches we can process the claim via the
protection plan they purchased, offering the benefits that are associated with
this plan in full. I have attached the plan terms and conditions for reference.
If the customer continues to maintain that this cosmetic damage just appeared on
its own or that it just wasn’t reported all together we ask that the customer
submit photos of the damage and the piece itself. We will review these photos
with our Service Management Team and respond with what courtesy option, if any,
for partial coverage may be available for resolution here.
Kindest Regards,
...⇄ /> Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their delivery experience with us.
Bob’s does not manufacture merchandise; we are at the
mercy of our vendors. We did request the
parts be sent to the customer, we were given a date we should expect the
parts. The manufacturer did not fulfill
the order. We are very sorry that we
were not able to get the parts out to you on a timely manner.
I am confused however.
It appears the customer had a conversation with one of my colleagues
Elizabeth on September 16. They agreed
to give it one more week, and if the parts did not arrive, Bob’s would offer
either an exchange or a reselection, so the customer could get a
replacement. We will absolutely honor
that offer. There is a reselection
credit in the system for the cost of the sofa, the goof proof plan and the
tax. We will waive any new delivery fee. The pick up of the piece in the home will be
done when the customer’s new merchandise is delivered.
If the customer wishes to accept the offer for exchange
or reselection, they can reply that they accept, then go back to the store to
choose the new merchandise.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
minor-latin;">Good Afternoon Revdex.com,
While we apologize that our customer is unhappy
with the product we are unable to offer resolution when the overall condition
and cause of the product’s demise is directly related to the accumulated abuse
the item has received in its environment.
Our records indicate that this merchandise was
delivered to the customer on 3.22.2014.
During our first service visit on 6.28.2014 the
service technician reported that he adjusted the reclining mechanisms on the
recliners and the cause of these not working properly was directly related to
the merchandise not being used in conjunction with normal specifications. While this technician was in the home he also
logged touching up scratches on the merchandise. At this point in time the
customer had the merchandise for over three months in their possession with no
reported cosmetic damages to us (the business). The scratches were directly
related to something that occurred in the home and our technician did the
consumer a courtesy (at no charge) by repairing merchandise that had been
directly damaged by the consumer or the environment the merchandise is kept in.
Normally the ‘[redacted]’ plan requires that any accident, for example scratches
that appear on merchandise three months after the point of delivery, be
reported to a separate third party company. As a retailer we make this perfectly clear
within the documents provided at the time of sale.
On this initial service visit Bobs Discount
Furniture made an extreme effort to help this customer directly instead of
referring them somewhere else.
Approximately five months later this customer
contacted us and advised us that the sofa and recliner were making noises when
they reclined. We scheduled a service for 11.29.2014 to address this concern.
On 11.29.2014 our technician most certainly showed
up to the residence to perform this service. Our records verify that not only
did we show up, we made a call ahead to the customer over an hour in advance
letting them know we were on our way. Following our normal, successful protocols
we arrived to the customer’s residence within the estimated timeframe our
automated system provides. After the technician was unable to enter the
residence we called phone number ###-###-#### to advise that our technician was
outside and looking to be let in to the residence. Because we were unable to
reach anyone, we were forced to leave a message on that number, take a
description of the customer’s home from our technician, and move the technician
on to his other scheduled stops. Per our records the technician left the home
about 2:05PM. Our records further indicate that we spoke with a “[redacted]” at
2:30PM and this person conveyed that she must have missed the knock on her door
but was home and available to accept service at this time. We made every
attempt possible to get our technician back to the home to complete a service
that day.
As a reschedule to the above missed appointment we
arrived to the customer’s residence on 12.13.2014 to address the concern of the
sofa and recliner making noises when they reclined.
While I understand the
alleged account of events that occurred by the customer’s filed complaint, the
technician report we were given indicates that the product’s demise is
directly related to the accumulated abuse the item has received in its
environment. The report includes
information that one of the sofa’s electronic outlets has been snapped off,
there are multiple occurrences of scratches on the merchandise (new scratches
that appeared in the six month timeframe in between our first visit and this
visit) and the sofa was in overall poor condition. The recliner was reported to
us as showing the same signs of extreme wear – the outside arm had material
that suffered a scrape (estimated at 4 inches) and other areas of cosmetic
damages.
As per the Revdex.com’s documentation this complaint was
sent to you on 12.22.2014. Our records indicate that the customer last spoke
with the highest levels of our Customer Care Organization on 12.23.2014 and has
been advised that regretfully we are unable to take responsibility or ownership
for the concerns due to the extremely poor condition this merchandise is in combined
with the fact that the concerns the customer is experiencing (bent
mechanisms/non working electrical components) are not related to a problem we
can take ownership or responsibility for.
The [redacted] Protection plan this customer
purchased offers an extensive amount of coverage against one time accidental
damages and/or manufacturing defects. Given the amount of accumulated damages
that exist here and the report of two separate service technicians confirming
these damages are not related to factory defects, this claim qualifies in no
way for warranty coverage under the purchased plan. We remain very sorry that
we are unable to offer this consumer any recourse for these concerns.
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Good Morning Revdex.com,
I have reached out to this
customer by phone today (4.16.2014). Our records reflect that she has been
scheduled for a service repair for this concern and I am currently awaiting her
phone call back to verify that her concern has been properly handled.
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any...
inconvenience we may have
caused this customer during their delivery experience with us.
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, address provided here, and email
address. I also searched thru the purchases from every customer on 7.19.2015 by
last name and have yet to produce and account that matches this posting.
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 invoice number is unavailable please ask if the
customer can provide the original delivery address for this merchandise or any
alternate phone numbers that may bring up their account records.
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,
...⇄ /> Stephanie A. G[redacted]
Bobs Discount Furniture
[redacted]
Good Morning Revdex.com,
line-height: 15pt;">We are sincerely sorry that this customer
is experiencing issues with the merchandise that they purchased from
Bob’s. I see the purchase was made in September
2012. At the time the sale was created
the customer purchased [redacted] This
protection plan covers the customer for a period of five years from accidental
damages. Accidental damages must be
called in to [redacted] within 30 days of occurrence. Accidents must be reported with the date of
the single occurrence that caused the damage, who was there, how the accident
occurred. This allows [redacted] to verify
that the damage was caused through an accident not through misuse or neglect.
We sent our technician to the home July of
2015. He found no manufacturing
defects. He found the pieces in the home
had several instances of damage caused in the home. When this customer called into [redacted] he
reported to them he did not know how the damages occurred, possibly from the
children in the home jumping on it. He
also reported to them that our tech had deemed it non-repairable, [redacted] then
reviewed the tech report and saw this was damage from July of 2015. This is not an accidental damage. This is unfortunately misuse. Sofas are not meant to be jumped on. This is not damage that [redacted] will cover. Please see attached a copy of the Goof Proof
handout and this customer’s warranty card from [redacted].
This merchandise was purchased with a one
year manufacturer’s warranty. That year
ended in September 2013. We have no
recourse to offer.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
Good Morning Revdex.com,
face="Calibri">We apologize to our customer for any inconveniences we have
caused during the warranty claims process.
Our records currently indicate that we are scheduled for a
service appointment on 7.14.2015 to address this merchandise concern. I
attempted to contact the customer via telephone today to confirm this and was
unable to reach them directly. At this time- all information points to our
company working towards actively resolving this concern under the service
benefits associated with this customer’s Goof Proof Plus Plan. Our technician
is required to contact our Customer Care Offices prior to leaving the home on
7.14.2015 and we look forward to speaking with/ gaining our customer’s complete
satisfaction on that day.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because: I tried to email the address that was sent to me [redacted],[redacted] and it would not go through. I would like a phone number to call to speak to the person who can help me.
Also the phone number this person claims it not working that she tried to contact me at is the store in [redacted]. number not mine. My number is on my receipt records of purchase
Sincerely,
[redacted]
Good Morning Mrs. [redacted],Thank you for choosing Bob's Discount Furniture. I apologize that your furniture has failed to meet your expectations.Our records indicate that you received delivery of the table in March 2014; one year later in April 2015, you contacted...
our customer care office to report that finish was peeling and bubbling on the table top. We dispatched a service technician to your home on June 2nd, who inspected the table and determined that the damage was unrelated to defect and unrepairable. There are notes in your account which state that you noticed the damage after wiping the table with a wet cloth; if the table is not immediately dried, peeling or discoloration may occur. The goof proof plus plan, extends the manufacturer warranty from one year to five years, in addition to covering most types of in home accidental damage, however; the reported damage is not considered to be a defect. Unfortunately, at this time, you are beyond the required timeframe to file a claim. As a courtesy, we can either reinstate the previous offer and process the 30% concession ($119.70) allowing you to the keep the table and chairs as is or, you may return the table and chairs for store credit ($399.00) and reselect to a different set however, we will void the goof proof plan and you will need to repurchase it, if you prefer to have it.We appreciate your business and hope that find one of the offers acceptable. Thanks,[redacted]
Good Morning Revdex.com,
10pt;">We are very sorry for the delivery not being completed
on the first scheduled date. The team
reported to us that they knocked on the door and they were told by the young
man that they didn’t know anyone by that name. There are two possible
explanations. Maybe the team was at the
wrong home or maybe a resident thought it was funny to send the team away. With there being a chance the failure was on
the part of Bob’s we will offer compensation for the missed delivery.
We took many
steps to ensure that this would be completed yesterday 9.28.16. This delivery has been successfully completed
at this time. At this purchase was paid
for with a Gift Card, any compensation would be in gift card form.
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.
As a token of apology for the missed delivery we will
offer a gift card in the amount of $75 for the failed delivery. If the customer would like to proceed, they
can reply that they accept and we will process the necessary paperwork.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Dear Revdex.com, line-break;">
We are very sorry for the damage that was done. There has not been the breakdown in
communication that the customer has reported.
I reached out to the liaison working with the insurance company on this
claim. They were able to provide me
emails and dates of calls placed back and forth between the insurance carrier
and the manufacturer. We understand that
this customer has been living with a stained carpet and we are sorry for that
inconvenience. The delay seems to have
been caused by the customer’s request to have the entire carpet replaced, not
cleaned. The normal progression of
stained carpet would be to have it cleaned and if that failed, to replace. The customer is not party to the behind the
scenes work being done, so I can understand why they feel the claim is being
neglected. I can assure this customer it
is not being neglected. It is a large
claim so the insurance carrier is doing their due diligence.
Kindest Regards,
...⇄ /> Tracy Sanborn
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
Bob's discount furniture uses deceptive motivation to sell this extra insurance through [redacted] which I'm sure they get compensated for it. When the salesperson explains it it sounds really good and that is the reason we spent $299.00 for it.
First of all we were not provided with this brochure they have enclosed in their response. Secondly I did not report our pet had urinated on the sofa. I reported our pet vomited on the sofa.
Bob's response to my complain sounds like we purposely attempted to move the furniture and damaged it. That is because it didn't happened personally to them. The frustration of not bring able to remove the piece of furniture and on top of that Bob discount Furniture supporting their claim is outrageous because this morning October 26,2016 at 8:30am I received a phone call from Bob's discount Corporate office asking for a recap of events. The woman affirmed the incident should be covered because it was an accident and it happened at the property where furniture was delivered. She said she would call [redacted] and see what she could do. Therefore it contradicts the answer they are providing to the Revdex.com.
We purchase this so called insurance in case of accidents. Now we suffered an accident and they are denying honoring. This insurance should be called [redacted] denial insurance and Bob's furniture store should stop selling their policies because it is reflecting on them too.
Sincerely,
[redacted]
Good...
Morning Revdex.com,
We are very sorry that this
customer’s purchase has not lived up to their expectations. There was unfortunately a piece that had to
be sent back on the truck, due to a cracked corner. The piece that was sent back on the truck was
not billed to the customer. [redacted]
has a very distinct billing system, they bill for what was received, not what
was written on the sale. Please see
attached a copy of the sales order, showing that no Matrix Server was billed.
There were several pieces that
customer was not happy with and those were discounted for the customer.
Bob’s offers the absolute best
value at our price point. We are
sincerely sorry that this customer is not satisfied with the purchase.
We would not be able to offer to
refund on the [redacted] insurance that was purchased, this could have been
canceled and refunded any time up until the delivery was made. As these pieces have now been in the home for
about six weeks we would not be able to extend an offer to refund. I understand the customer’s concern with
reading the reviews on [redacted].
Unfortunately people are much more apt to complain when claims are
denied then they are to submit positive responses when claim are
satisfied. Many more claims are
satisfied then are denied. Accidents do
happen, and this insurance, when utilized correctly, is very valuable.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison