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
size="3">
While we apologize to our customer that they remain disappointed personally
in this selection of product our records indicate that we have taken the
appropriate actions to aide our customer.
On 3.19.2015 we sent a factory trained technician to this customer’s
home who verified there were no manufacturing defects with this product.
As per our listed (and agreed to by the customer at the time of
sale) policies we will offer recourse under the associated warranty should a
defect be present.
We worked above and beyond those listed policies, prior to this
claim being filed, offering to take a direct hit as a business just to appease
our customer’s allegation that their piece was experiencing a concern beyond
that of their preference.
Our records indicate that as of 3.31.2015 this consumer fully
accepted the store credit offer we provided and we are scheduled to remove this
item due to customer preference concerns on 4.04.2015.
We thank the Revdex.com for their assistance in mediation however as a
business we are honoring the expressed policies we conveyed to this client at
the time of sale and have already made offers that cause our business an
extreme loss outside of those stated policies.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
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.
I apologize that you have personally
experienced any disappointment while working with Bobs directly or speaking
with the Guardian company.
As the Revdex.com is aware, the size of our
business is massive and we would not be continuing to grow so rapidly into new
territories if we operated without honesty and transparency. Word of mouth
travels extremely fast especially in an age of technology. I do not deny that
we, like any business, have unhappy customers who have experienced failures or
headaches while seeking to resolve their claims. The internet is a place where
information even from many years prior remains currently viewed and judged
upon. Many customers whose claims have been resolved don’t feel the need to
take action on reposting/posting positive feedback.
I am truly sorry that you believe to
have experienced any confusion during your time of sale, we do not deceive our
customers, support products and plans we do not find valuable, and we do not
force our customer into buying any product. To categorize our protection plan
as poor quality or state that all of our customers are complaining just
doesn't give the nearly 3,000 customers that are receiving a great experience
today and in the future, as well as my nearly 4,000 team members who strive
every day to make the experience a pleasant one, ample credit. We do provide a
general flyer at the time of every sale that very clearly indicates there are
some exclusion(s) to the protection plan and that document further encourages
the consumer to read their full plan documents for the list of exclusions.
We partner with Guardian to offer this
genuinely valuable option to all our customers and uphold the terms of coverage
in order to ensure all resolutions are kept fair for all customers. With this
being said, we are willing to make a valid effort to work above policies and
procedures and reach out to you as an individual by offering to refund you the ‘Goof
Proof Plus’ plan, ultimately canceling the protection that you have indicated
offers you no significance. This is an offer we make to meet your individual
demands and while we continue to apologize that your concern of animal damage
is not covered; keeping the plan for its manufacturing warranty and covered
accidents worth remains the route we strongly recommend for you and the
continued future of your product.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care 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]
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 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
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]
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]
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,
In order for the Guardian company to even consider this a valid claim the customer would first need to clarify how all of this accumulated damage occurred from a one time in home accident. The nature and position of these damages does not reasonably align with any of the general information the customer has selected to convey thru this channel thus far and this type of damage is not the result of a factory defect.
The Protection Plan does cover an extensive amount of accidental damages, including someone accidentally poking the merchandise with something sharp in their pocket while sitting down (even this scenario does not transfer to the pictures provided and where this damage is located). Accidental damages are covered thru Guardian and not Bobs Discount Furniture, the sales invoice provided to this customer clearly verifies that Bobs handles manufacturing defects and the Guardian company handles accidental reports of damage.
As stated previously, should the customer wish to file a claim with Guardian it is certainly an avenue they can take however accumulation of damage is not covered, the expressed documents provided at the time of sale do depict that coverage is offered from a one time accidental incident and based on a complete review of all facts within this case I am not confident a claim of this nature can be covered under the protection plan for accidents. If the customer can clarify, within the guidelines of their accidental protection plan, how all this damage occurred from a one time occurrence Guardian would be happy to take that report from the customer directly.
Guardian can be reached at[redacted] (Mon – Fri 8:00a – 5:30p), press number (2) on your telephone’s keypad to file a new claim.
Sincerely,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
%3
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: my son accidentally broke the foot of the bed when he was wrestling with his friends and they fell against it. This also chipped the side rail. I paid for the accident protection for specifically this reason. Bob's should back up their customers if they are offering a 3rd party service that does not follow through.
Sincerely,
[redacted]
Good Afternoon Revdex.com-
We are very sorry for the issue with...
the home damage. We have researched this claim and have
reached out to the depot and they will proceed with the claim. They will be reaching out to the customer directly
to work through the process. We are very
sorry that this experience has caused the customer unnecessary frustration.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
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]
major-latin;">Good Morning Revdex.com-
We sincerely apologize to this customer. When one link in the chain does not perform
their assigned function the machine comes to a complete stop. We do absolutely agree with this customer
that the team did not perform the job function with which they were
entrusted.
We have reached out to their depot to both ensure
that we have a different team for delivery on 4/9/16 and that the team is aware
that the home is a little more difficult to find. The team will be calling this customer to
advise when they are in the area, so that this customer may guide them to the
home.
We can certainly understand why the customer
feels they are entitled to compensation for this failure. Due to the issue being delivery failure, I
would like to offer to refund this customer the delivery fee that was charged
on this sale. We can refund that once
delivery has been completed on 4/9/16 and the customer is happy with everything
in the home, no outstanding issues. As
we only offer compensation one time once delivery has been successfully
completed, this will be the final compensation.
If this customer accepts this offer of compensation they need to call in
to customer care after delivery has been completed and advice if they would
like the refund on the [redacted] card or as a corporate check, if [redacted] is the chosen
option, please have [redacted] card available as we do not keep credit card numbers
on file.
Kindest Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning
"Verdana","sans-serif"; font-size: 9pt;">[redacted],
I’m sorry to learn of your disappointment with the products you
purchased from us. I assure you we want to resolve any concern our customer may
have in the most fair and adequate manner.
Your account indicates that as of 9.03.2015 you spoke with another
Corporate Liaison (Jennifer) who set up a service call for your mattress. Your
mattress has a warranty associated with it and if you look at your sales
receipt you’ll find (under Service Policy) that if there is a defect in your
mattress, as deemed by our technician, we will have avenues available for
further resolution. Please call us to set up this service appointment as we
care very much about our customers getting a good nights sleep on the bedding
they select.
In regards to the living room furniture, we worked above and beyond
the refund policy you signed at time of purchase and took back your chair for a
refund without requiring any inspection. This was an extreme effort put forth
by our business to address your concerns as an individual and work beyond
policy. Had you made us aware of your product concerns with the sofa and
ottoman we absolutely would have acted under our Service Policy and addressed
your concerns. As you have now sold these items at your own discretion our
business can no longer be held responsible for their condition or any offer for
recourse. In essence you are asking a retailer to give you money for an item
they have no way of inspecting to confirm your allegation, an item you have
made money off of in a private sale, and an item you have no way of physically
returning to the retailer.
I’m so sorry and Bobs Discount Furniture truly wishes to help
every customer with any concern however due to the facts associated with this
request we have no further recourse to offer you related to the past purchase
on the living room furniture.
We look forward to scheduling your mattress inspection and helping
you move forward into a better nights sleep.
Kindest Regards, ...⇄ />
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com-
10pt;">We are very sorry for the miscommunications that have caused this
customer to receive poor service. It
appears that this has been rectified at this time. We are sincerely sorry that it required the
customer calling in so many times. We
have created the service for the dresser, service number is [redacted]
Please call in at your earliest convenience to schedule the appointment.
[redacted] has been looking to speak with this customer regarding
the account. ###-###-####.
We are sincerely sorry for the time this customer has had to wait
in getting this rectified. We would like
to offer this customer a $100 gift card as a token of our apology.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
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
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
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
Good Morning Revdex.com,
size="3">
While we apologize to our customer that they remain disappointed personally
in this selection of product our records indicate that we have taken the
appropriate actions to aide our customer.
On 3.19.2015 we sent a factory trained technician to this customer’s
home who verified there were no manufacturing defects with this product.
As per our listed (and agreed to by the customer at the time of
sale) policies we will offer recourse under the associated warranty should a
defect be present.
We worked above and beyond those listed policies, prior to this
claim being filed, offering to take a direct hit as a business just to appease
our customer’s allegation that their piece was experiencing a concern beyond
that of their preference.
Our records indicate that as of 3.31.2015 this consumer fully
accepted the store credit offer we provided and we are scheduled to remove this
item due to customer preference concerns on 4.04.2015.
We thank the Revdex.com for their assistance in mediation however as a
business we are honoring the expressed policies we conveyed to this client at
the time of sale and have already made offers that cause our business an
extreme loss outside of those stated policies.
Kindest Regards,
[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
Good Morning [redacted],...
I apologize that you have personally
experienced any disappointment while working with Bobs directly or speaking
with the Guardian company.
As the Revdex.com is aware, the size of our
business is massive and we would not be continuing to grow so rapidly into new
territories if we operated without honesty and transparency. Word of mouth
travels extremely fast especially in an age of technology. I do not deny that
we, like any business, have unhappy customers who have experienced failures or
headaches while seeking to resolve their claims. The internet is a place where
information even from many years prior remains currently viewed and judged
upon. Many customers whose claims have been resolved don’t feel the need to
take action on reposting/posting positive feedback.
I am truly sorry that you believe to
have experienced any confusion during your time of sale, we do not deceive our
customers, support products and plans we do not find valuable, and we do not
force our customer into buying any product. To categorize our protection plan
as poor quality or state that all of our customers are complaining just
doesn't give the nearly 3,000 customers that are receiving a great experience
today and in the future, as well as my nearly 4,000 team members who strive
every day to make the experience a pleasant one, ample credit. We do provide a
general flyer at the time of every sale that very clearly indicates there are
some exclusion(s) to the protection plan and that document further encourages
the consumer to read their full plan documents for the list of exclusions.
We partner with Guardian to offer this
genuinely valuable option to all our customers and uphold the terms of coverage
in order to ensure all resolutions are kept fair for all customers. With this
being said, we are willing to make a valid effort to work above policies and
procedures and reach out to you as an individual by offering to refund you the ‘Goof
Proof Plus’ plan, ultimately canceling the protection that you have indicated
offers you no significance. This is an offer we make to meet your individual
demands and while we continue to apologize that your concern of animal damage
is not covered; keeping the plan for its manufacturing warranty and covered
accidents worth remains the route we strongly recommend for you and the
continued future of your product.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care 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]
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 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
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]
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,...
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,
In order for the Guardian company to even consider this a valid claim the customer would first need to clarify how all of this accumulated damage occurred from a one time in home accident. The nature and position of these damages does not reasonably align with any of the general information the customer has selected to convey thru this channel thus far and this type of damage is not the result of a factory defect.
The Protection Plan does cover an extensive amount of accidental damages, including someone accidentally poking the merchandise with something sharp in their pocket while sitting down (even this scenario does not transfer to the pictures provided and where this damage is located). Accidental damages are covered thru Guardian and not Bobs Discount Furniture, the sales invoice provided to this customer clearly verifies that Bobs handles manufacturing defects and the Guardian company handles accidental reports of damage.
As stated previously, should the customer wish to file a claim with Guardian it is certainly an avenue they can take however accumulation of damage is not covered, the expressed documents provided at the time of sale do depict that coverage is offered from a one time accidental incident and based on a complete review of all facts within this case I am not confident a claim of this nature can be covered under the protection plan for accidents. If the customer can clarify, within the guidelines of their accidental protection plan, how all this damage occurred from a one time occurrence Guardian would be happy to take that report from the customer directly.
Guardian can be reached at[redacted] (Mon – Fri 8:00a – 5:30p), press number (2) on your telephone’s keypad to file a new claim.
Sincerely,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
%3
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: my son accidentally broke the foot of the bed when he was wrestling with his friends and they fell against it. This also chipped the side rail. I paid for the accident protection for specifically this reason. Bob's should back up their customers if they are offering a 3rd party service that does not follow through.
Sincerely,
[redacted]
Good Afternoon Revdex.com-
We are very sorry for the issue with...
the home damage. We have researched this claim and have
reached out to the depot and they will proceed with the claim. They will be reaching out to the customer directly
to work through the process. We are very
sorry that this experience has caused the customer unnecessary frustration.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
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]
major-latin;">Good Morning Revdex.com-
We sincerely apologize to this customer. When one link in the chain does not perform
their assigned function the machine comes to a complete stop. We do absolutely agree with this customer
that the team did not perform the job function with which they were
entrusted.
We have reached out to their depot to both ensure
that we have a different team for delivery on 4/9/16 and that the team is aware
that the home is a little more difficult to find. The team will be calling this customer to
advise when they are in the area, so that this customer may guide them to the
home.
We can certainly understand why the customer
feels they are entitled to compensation for this failure. Due to the issue being delivery failure, I
would like to offer to refund this customer the delivery fee that was charged
on this sale. We can refund that once
delivery has been completed on 4/9/16 and the customer is happy with everything
in the home, no outstanding issues. As
we only offer compensation one time once delivery has been successfully
completed, this will be the final compensation.
If this customer accepts this offer of compensation they need to call in
to customer care after delivery has been completed and advice if they would
like the refund on the [redacted] card or as a corporate check, if [redacted] is the chosen
option, please have [redacted] card available as we do not keep credit card numbers
on file.
Kindest Regards, ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning
"Verdana","sans-serif"; font-size: 9pt;">[redacted],
I’m sorry to learn of your disappointment with the products you
purchased from us. I assure you we want to resolve any concern our customer may
have in the most fair and adequate manner.
Your account indicates that as of 9.03.2015 you spoke with another
Corporate Liaison (Jennifer) who set up a service call for your mattress. Your
mattress has a warranty associated with it and if you look at your sales
receipt you’ll find (under Service Policy) that if there is a defect in your
mattress, as deemed by our technician, we will have avenues available for
further resolution. Please call us to set up this service appointment as we
care very much about our customers getting a good nights sleep on the bedding
they select.
In regards to the living room furniture, we worked above and beyond
the refund policy you signed at time of purchase and took back your chair for a
refund without requiring any inspection. This was an extreme effort put forth
by our business to address your concerns as an individual and work beyond
policy. Had you made us aware of your product concerns with the sofa and
ottoman we absolutely would have acted under our Service Policy and addressed
your concerns. As you have now sold these items at your own discretion our
business can no longer be held responsible for their condition or any offer for
recourse. In essence you are asking a retailer to give you money for an item
they have no way of inspecting to confirm your allegation, an item you have
made money off of in a private sale, and an item you have no way of physically
returning to the retailer.
I’m so sorry and Bobs Discount Furniture truly wishes to help
every customer with any concern however due to the facts associated with this
request we have no further recourse to offer you related to the past purchase
on the living room furniture.
We look forward to scheduling your mattress inspection and helping
you move forward into a better nights sleep.
Kindest Regards,
...⇄ /> Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com-
10pt;">We are very sorry for the miscommunications that have caused this
customer to receive poor service. It
appears that this has been rectified at this time. We are sincerely sorry that it required the
customer calling in so many times. We
have created the service for the dresser, service number is [redacted]
Please call in at your earliest convenience to schedule the appointment.
[redacted] has been looking to speak with this customer regarding
the account. ###-###-####.
We are sincerely sorry for the time this customer has had to wait
in getting this rectified. We would like
to offer this customer a $100 gift card as a token of our apology.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
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 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