size="3">
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. [redacted] ([redacted] is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount of
approved claims through this third party company. Our customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries.
I have researched the two claims that the customer has made with
[redacted] (Claim # [redacted] –for keys scratching the leather & Claim #:
[redacted] –for a child falling and grasping the leather causing it to tear) and
find that these are certainly claims that should have been covered based on the
terms and conditions of the plan. It is important that our customer acknowledges
that the terms and conditions of the plan are set forth in a manner which makes
the coverage fair for all consumers alike and we support the procedure (like
any other protection program sold on electronics, automobiles, or home
appliances) that a claim should be reported initially to determine if it falls within
the coverable guidelines.
Here at Bobs Discount Furniture our customers are the most
important part of our business and in an effort to provide this customer with
satisfaction we will offer to assist the customer directly with the concern
from claim #[redacted] > tearing of leather. In reviewing the customer’s pictures (as
submitted to [redacted]) it has been determined that this is an unrepairable
damage.
Regretfully we no longer have this particular sofa as part of our
stocked sales lineup – we can offer to provide the customer with a store credit
for the price paid on the item so that they can reselect to a different sofa
from our current line up. Please communicate to the customer that should this
option be accepted we will cover the delivery charge of the new merchandise and
expect to remove the current sofa from
the home on the same date we deliver the new selection.
-Or-
We can offer what is called a ‘concession to keep with damage’.
This comes in the form of a settlement offer to refund 20% of the purchase
price of the sofa to the original method of payment ([redacted]
Account). In accepting this offer the customer is agreeing to keep the sofa with
the tear and not expect any further/future recourse for this concern from Bobs
Discount Furniture directly.
Please have our customer review the options we have set forth and
respond with what option (1 of the 2) they feel may work best for them to move
forward with.
Kindest Regards,
Stephanie A. G[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
Complaint: [redacted]
I am rejecting this response because:
They showed up at my house at 2:30 and said that they were in their 2 hour time frame. I have explained to them that I can't be available until after 4 pm. I also sent a message thru facebook tonight and was told that they would not be sending a technician. I paid for this service and the padding from the couch fell out tonight.
This problem needs to resolved and this is very poor business. They need to either fix the couch or refund me the full amount for the couch, the shipping and the goof proof plan that we purchased that they are not standing behind!
Sincerely,
[redacted]
Good Afternoon Revdex.com,
Please pass on our sincerest apologies for the...
inconvenience this delivery
experience caused our customer and her son. We can certainly understand the
customer’s frustration and acknowledge the reasons why the customer feels they
are owed something additional after the completion of their delivery.
Should the customer wish to cancel the protection plan
purchased and receive a refund on the monies put forth for this that is certainly
possible however we obviously advise against it since this plan will cover the
merchandise for a period of five full years against any manufacturing defects. We
understand the customer’s frustration and strongly suggest she reconsider this
demand as any business is unable to offer this type of protection at no cost to
their customer. We also partner with Guardian (another A+ company with Revdex.com) to
offer this protection (they manage the one time accidental coverage on plan) so
there is a cost associated to Guardian as well in order for the plan to remain
active.
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.
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 one of the largest furniture retailers 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 we are a company with a core value of fairness we are unable to offer
apology amounts off of any individual’s time or factory fresh merchandise that
stands in good condition in the home. While it is not normal procedure to so we
do recognize that we have failed our customer and we are willing to make an
exception in this case to work above our normal compensation guidelines and
policies.
I have listed three (3) options below for the customer to choose from for
compensation. Please have the customer select (1) one option and respond back
to us via this Revdex.com channel:
Option #1:
We will process a Bobs Discount Furniture Gift Card in the full amount of the
delivery fee paid ($129.99).
-Or-
Option #2:
We will process a Bobs Discount Furniture Gift Card for ½ the amount of the
delivery fee paid and refund the remaining ½ to the customer’s original method
of payment.
-Or-
Option #3:
We will process a refund to the customer’s original method of payment in the
full amount of the delivery fee paid ($129.99).
We look forward to hearing back from our customer and we apologize again for the
concerns our failures caused to her family.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon,
We spoke with [redacted] yesterday and agreed to refund 1/2 the delivery fee as well as exchange the nightstand. This issue has been succesfully addressed and resolved.
Sincerely,
[redacted]
Good Morning Revdex.com,
line-height: 15pt;">We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. We had out technician
at the home 7.8.16. He reported that he
inspected the table top and the sleeper sofa.
There were no manufacturing defects found in either piece. Our sleeper sofas do have a slightly raised
head of the sleeper. They are designed
to be that way; they are pictured this way on MyBobs.com site, and are featured
this way in the store. We are sorry if
the customer was not aware of this elevation before the purchase was made. If the customer had requested a reselection
immediately after receiving the delivery we would have been able to offer a
courtesy reselection. These pieces have
been in the home for almost a year and a half.
The technician found there to be no manufacturing defects. We would not be able to offer any options on
these pieces.
Sincerely,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Please apologize to our customer
for our failure in not bringing the correctly written mattress on their first
delivery. Our records indicate that we delivered the correct mattress on 1.20.2016
and further covered the cost of delivering our customer a lower profile
foundation on 1.29.2016.
As a retailer our responsibility
to our customer is to make any failure we caused right, which we have done, and
any compensation (that is essentially our additional form of apology) offered
is determined at the internal discretion of our business.
As a furniture retailer and not
the bank [redacted]) who the customer selected to finance their purchase thru
we do not have authority over the terms the customer fully agreed to at their
time of purchase. The customer owes payments to [redacted] not Bobs
Discount Furniture directly.
We have the following options
available for compensation – please ask the customer to review the options
listed below and respond to the Revdex.com with which option they would like to move
forward with:
Option 1:
We will upgrade our Bobs Discount
Furniture Gift Card offer to $100.00
The
gift card can be mailed to the customer or sent by email (please ask the
customer to respond with their preference, should they not we will mail the
gift card within 7-10 business days).
-OR-
Option 2:
We will refund ½ of the
customer’s delivery fee paid to us ($84.99) to their original method of
payment.
Kindest Regards,
Stephanie *. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
size="3">
We have reached out to this customer directly
to discuss options. We are awaiting
their response.
Kindest
Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
size="3">
We are so sorry for the delay. Once the depot accepts responsibility and
sends it their corporate offices, it then goes to several areas for approval,
before finally going to their accounting office to have the check cut and
mailed. The depot has assured me this customer’s
check has already been mailed. If this
is not the case, please respond through the Revdex.com so we may act upon this
concern.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
face="Calibri">Please pass on our sincerest apologies for the inconvenience
our customer has experienced as a result of our verbal failures. I attempted to
contact this customer via telephone this morning at the number provided to Revdex.com
and left a message with my direct phone number for follow up.
Please know that we have addressed the coaching concern
presented and our sales staff is not provided with any extra incentive for
financed orders. During the process of application for financing the
customer(s) must provide their social security number and also fill out/sign a
formal financing application. We also list on the customer’s sales invoice
(that is commonly signed prior to the customer leaving the store) a clear
disclaimer that this is a credit card agreement with [redacted]:
This transaction is under your Credit Card Agreement with [redacted]
[redacted] (the "Bank").
Within our trifold (commonly provided to our customer’s at
the time of purchase) we denote a disclaimer for the stock of the merchandise
and scheduling. Our sales associates and retail staff do not usually know the
exact amount of stock left in any of our distribution centers and normally call
to schedule the order so we can deliver the requested merchandise as soon as
possible.
Again we apologize for any inconvenience our verbal failures
have caused this customer and look forward to their full satisfaction upon
their current scheduled delivery (7.22.2015).
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon [redacted],
Thank you for choosing Bob's Discount Furniture for your home furnishing needs. I apologize your furniture and protection plan have failed to meet your expectations.
According to the most recent notes on your account, your...
merchandise concerns are in regard to (3) sagging seat cushions, fraying fabric on (8) sofa pillows, both of which our technician determined was a combination of normal wear and tear as well as manufacturing issues. There is also mention of (1) broken drawer on the chest and 5 damaged drawer tracks on the dresser. Goof proof is designed to provide coverage against most common types of in home accidental damage; based on the service report you would only be eligible for goof proof coverage on the dresser and chest, if the damage was the direct result of a accident in your home.
Our records indicate that we have already placed a part order for one drawer track for the dresser, at no charge to you. As a courtesy, I will be happy extend our appreciation for your business and to offer to either return the sleeper for store credit and void the goof proof plan or I can order 4 new toss pillows at no charge to you and replace the one broken drawer on the chest; You would be responsible for purchasing the additional drawer tracks for the dresser and (3) cushions and cores for the sleeper. The alternative to all the above options would be cancel the goof proof plan and issue you a refund.
Bob's Discount Furniture truly appreciates your business and hope that you find our offers for recourse, fair.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
I have attached the pictures that I have already sent to Bob's Furniture upon their request when I first contacted them concerning the defective furniture. I sent them the pictures because they said they would stand behind their furniture. I did give them the purchase date when I spoke to them.
I did not receive the information that they said I received when I purchased my furniture. I have all of my original receipts and paperwork and that is not among them. If I would have been told this information I would not have purchased the added insurance.
Sincerely,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I will accept a monetary refund of $157.15 made payable directly to me.
Sincerely,
[redacted]
After contacting the Revdex.com Bob's somehow began responding to me and tried to assist. Thank you so much.
Yes, I will accept the gift card for the delay in my product shipment.
Thank you so much Revdex.com for assisting me in receiving my merchandise and I will be looking forward to receive the promised compensation from Bob's.
Ps. the door for the base of the table was cracked. The delivery guy said he reported it and will send back a replacement. I do hope that is true.
Thank you once again.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have
caused...
this customer during their delivery experience with us. I can understand the frustration this customer
must be feeling at this time.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Jami to
rectify the situation and reach a satisfactory outcome. This is scheduled for pickup on 8.6.16. If the pickup is successfully completed I will
reach out to our Accounting Department on Monday to ensure that the refund
check is cut on the next available day and I will have the check sent to the customer
via [redacted]. If this customer will not
have someone available to sign for the refund check, please reply through the
Revdex.com site and we will send via US Postal service.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
Dear Revdex.com,
I spoke with [redacted] on 4/4/14 and she expressed her disatisfaction with the furniture she purchased. I explained to [redacted] that we could either replace the items that are damaged or allow her to return both the livingroom and dining room set and reselect to something...
different; [redacted] refused and demanded a full refund.
I explained to [redacted] that a refund is not an option, as indicated on her sales invoice however, we could explore the options listed above, again, [redacted] refused.
Bob's Discount Furniture appreciates [redacted]'s business and hopes to be able to reach an amicable resolution, especially one that restores her faith in our product and service quality.
size="3">
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. [redacted] is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount of
approved claims through this third party company. Our customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries.
We provide a general flyer at the time of sale that very clearly
indicates there are some exclusion(s) to the protection plan and the document
further encourages the consumer to read their full plan documents for the list
of exclusions.
Revdex.com: Please
note and take into consideration:
The
customer’s account shows that the delivery of the chairs took place on 02/15/2011
and the customer agreed to purchase a part for repair from the vendor directly on
05/18/2015. As the remaining coverage available on the item was explained at
that time (almost five months ago) and the customer completed the transaction
of paying separately for the replacement part I cannot determine how it would
be at all appropriate for the terms of the purchased protection plan to be
called into question now (nearly five months later).
The
current concern of “discoloration” is not covered by Goof Proof (unless there
is an accidental occurrence that caused it), nor Bobs, given the amount of time
the merchandise has been in the home.
Was there
a particular incident that caused the discoloration?
Is the
entire item discolored?
Can the
customer submit photos of the chair?
When did
the discoloration begin/occur?
Bob's Discount Furniture prides itself on standing behind the merchandise we
sell, in the event of a defect- however, to remain fair to all of our customers
there are some scenarios where recourse is not an option. The customer’s answer
to the above questions will help to determine, what recourse, if any we may be
able to offer.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customer. We
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after the completion
of their delivery.
We will extend to this customer an additional refund of $106.34 as
a final form of our apology. Please advise the customer that all paperwork
needed for this transaction has been entered from our end and action is
required from the customer at this time.
As this additional issue resulting in more aggravation was caused
by our store failing to properly process the paperwork I would like to ask the
customer to call into our refund line instead of the store, this will ensure
that it is properly processed.
I have listed the steps below for the customer to follow in order
to get the initial processing of this refund completed. We highly suggest the
customer complete these steps as soon as possible so that the refund process is
expedited quickly on their behalf.
o
Anytime after 9am and before 8pm Dial ###-###-####
o
When the office person picks up explain that you are
calling to get a refund processed to your credit card and provide them this
order number: [redacted]
o
At that point they will take the credit card
information from you and complete the processing.
In most cases any remaining questions regarding refund
processing time can be answered by reviewing the policies listed on your sales
receipt.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
size="3">
We are very sorry that
the customer did not feel that this dining room set was the correct fit for
them. It is stated in our policy, which
is listed on the web, and on every customer sales order that refunds are
available up to the customer taking possession of the merchandise. We do not offer refunds after pickup or
delivery has taken place. I have
attached a screen shot of our policy directly from the MyBobs.com web
site. This policy if just above the area
the customer quoted. The quote the
customer listed is how the refund would be processed, if the customer canceled
the order before taking possession. We
are sorry if this caused the customer any confusion. We would not be able to extend an offer for
refund.
Kindest Regards,
Tracy N. S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customer. We
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after the completion
of their delivery.
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. While it is not normal procedure to so we do recognize that
we have failed our customer and we are willing to make an exception in this
case to work above our normal compensation guidelines and policies.
In an extreme effort to try to make this right for this customer,
we will offer to refund the delivery fee paid back to [redacted]. Please
advise the customer that all paperwork needed for this transaction has been
entered from our end and action is required from the customer at this time.
I have listed the steps below for the customer to follow in order
to get the initial processing of this refund completed. We highly suggest the
customer complete these steps as soon as possible so that the refund process is
expedited quickly on their behalf.
o
Anytime after 10am and before 9pm Dial ###-###-####
o
Press the number one (1) on your phone’s keypad when you hear
Bob’s voice.
o
When the office person picks up explain that you are calling to get
a refund processed to your credit card [redacted] card ending in [redacted]
and provide them this order number: [redacted]
o
At that point they will take the credit card information from you
and complete the processing.
In most cases any remaining questions regarding refund processing
time can be answered by reviewing the policies listed on your sales receipt.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
size="3">
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. [redacted] ([redacted] is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount of
approved claims through this third party company. Our customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries.
I have researched the two claims that the customer has made with
[redacted] (Claim # [redacted] –for keys scratching the leather & Claim #:
[redacted] –for a child falling and grasping the leather causing it to tear) and
find that these are certainly claims that should have been covered based on the
terms and conditions of the plan. It is important that our customer acknowledges
that the terms and conditions of the plan are set forth in a manner which makes
the coverage fair for all consumers alike and we support the procedure (like
any other protection program sold on electronics, automobiles, or home
appliances) that a claim should be reported initially to determine if it falls within
the coverable guidelines.
Here at Bobs Discount Furniture our customers are the most
important part of our business and in an effort to provide this customer with
satisfaction we will offer to assist the customer directly with the concern
from claim #[redacted] > tearing of leather. In reviewing the customer’s pictures (as
submitted to [redacted]) it has been determined that this is an unrepairable
damage.
Regretfully we no longer have this particular sofa as part of our
stocked sales lineup – we can offer to provide the customer with a store credit
for the price paid on the item so that they can reselect to a different sofa
from our current line up. Please communicate to the customer that should this
option be accepted we will cover the delivery charge of the new merchandise and
expect to remove the current sofa from
the home on the same date we deliver the new selection.
-Or-
We can offer what is called a ‘concession to keep with damage’.
This comes in the form of a settlement offer to refund 20% of the purchase
price of the sofa to the original method of payment ([redacted]
Account). In accepting this offer the customer is agreeing to keep the sofa with
the tear and not expect any further/future recourse for this concern from Bobs
Discount Furniture directly.
Please have our customer review the options we have set forth and
respond with what option (1 of the 2) they feel may work best for them to move
forward with.
Kindest Regards,
Stephanie A. G[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
Complaint: [redacted]
I am rejecting this response because:
They showed up at my house at 2:30 and said that they were in their 2 hour time frame. I have explained to them that I can't be available until after 4 pm. I also sent a message thru facebook tonight and was told that they would not be sending a technician. I paid for this service and the padding from the couch fell out tonight.
This problem needs to resolved and this is very poor business. They need to either fix the couch or refund me the full amount for the couch, the shipping and the goof proof plan that we purchased that they are not standing behind!
Sincerely,
[redacted]
Good Afternoon Revdex.com,
Please pass on our sincerest apologies for the...
inconvenience this delivery
experience caused our customer and her son. We can certainly understand the
customer’s frustration and acknowledge the reasons why the customer feels they
are owed something additional after the completion of their delivery.
Should the customer wish to cancel the protection plan
purchased and receive a refund on the monies put forth for this that is certainly
possible however we obviously advise against it since this plan will cover the
merchandise for a period of five full years against any manufacturing defects. We
understand the customer’s frustration and strongly suggest she reconsider this
demand as any business is unable to offer this type of protection at no cost to
their customer. We also partner with Guardian (another A+ company with Revdex.com) to
offer this protection (they manage the one time accidental coverage on plan) so
there is a cost associated to Guardian as well in order for the plan to remain
active.
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.
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 one of the largest furniture retailers 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 we are a company with a core value of fairness we are unable to offer
apology amounts off of any individual’s time or factory fresh merchandise that
stands in good condition in the home. While it is not normal procedure to so we
do recognize that we have failed our customer and we are willing to make an
exception in this case to work above our normal compensation guidelines and
policies.
I have listed three (3) options below for the customer to choose from for
compensation. Please have the customer select (1) one option and respond back
to us via this Revdex.com channel:
Option #1:
We will process a Bobs Discount Furniture Gift Card in the full amount of the
delivery fee paid ($129.99).
-Or-
Option #2:
We will process a Bobs Discount Furniture Gift Card for ½ the amount of the
delivery fee paid and refund the remaining ½ to the customer’s original method
of payment.
-Or-
Option #3:
We will process a refund to the customer’s original method of payment in the
full amount of the delivery fee paid ($129.99).
We look forward to hearing back from our customer and we apologize again for the
concerns our failures caused to her family.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon,
We spoke with [redacted] yesterday and agreed to refund 1/2 the delivery fee as well as exchange the nightstand. This issue has been succesfully addressed and resolved.
Sincerely,
[redacted]
Good Morning Revdex.com,
line-height: 15pt;">We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. We had out technician
at the home 7.8.16. He reported that he
inspected the table top and the sleeper sofa.
There were no manufacturing defects found in either piece. Our sleeper sofas do have a slightly raised
head of the sleeper. They are designed
to be that way; they are pictured this way on MyBobs.com site, and are featured
this way in the store. We are sorry if
the customer was not aware of this elevation before the purchase was made. If the customer had requested a reselection
immediately after receiving the delivery we would have been able to offer a
courtesy reselection. These pieces have
been in the home for almost a year and a half.
The technician found there to be no manufacturing defects. We would not be able to offer any options on
these pieces.
Sincerely,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,...
Please apologize to our customer
for our failure in not bringing the correctly written mattress on their first
delivery. Our records indicate that we delivered the correct mattress on 1.20.2016
and further covered the cost of delivering our customer a lower profile
foundation on 1.29.2016.
As a retailer our responsibility
to our customer is to make any failure we caused right, which we have done, and
any compensation (that is essentially our additional form of apology) offered
is determined at the internal discretion of our business.
As a furniture retailer and not
the bank [redacted]) who the customer selected to finance their purchase thru
we do not have authority over the terms the customer fully agreed to at their
time of purchase. The customer owes payments to [redacted] not Bobs
Discount Furniture directly.
We have the following options
available for compensation – please ask the customer to review the options
listed below and respond to the Revdex.com with which option they would like to move
forward with:
Option 1:
We will upgrade our Bobs Discount
Furniture Gift Card offer to $100.00
The
gift card can be mailed to the customer or sent by email (please ask the
customer to respond with their preference, should they not we will mail the
gift card within 7-10 business days).
-OR-
Option 2:
We will refund ½ of the
customer’s delivery fee paid to us ($84.99) to their original method of
payment.
Kindest Regards,
Stephanie *. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com-
size="3">
We have reached out to this customer directly
to discuss options. We are awaiting
their response.
Kindest
Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
size="3">
We are so sorry for the delay. Once the depot accepts responsibility and
sends it their corporate offices, it then goes to several areas for approval,
before finally going to their accounting office to have the check cut and
mailed. The depot has assured me this customer’s
check has already been mailed. If this
is not the case, please respond through the Revdex.com so we may act upon this
concern.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
face="Calibri">Please pass on our sincerest apologies for the inconvenience
our customer has experienced as a result of our verbal failures. I attempted to
contact this customer via telephone this morning at the number provided to Revdex.com
and left a message with my direct phone number for follow up.
Please know that we have addressed the coaching concern
presented and our sales staff is not provided with any extra incentive for
financed orders. During the process of application for financing the
customer(s) must provide their social security number and also fill out/sign a
formal financing application. We also list on the customer’s sales invoice
(that is commonly signed prior to the customer leaving the store) a clear
disclaimer that this is a credit card agreement with [redacted]:
This transaction is under your Credit Card Agreement with [redacted]
[redacted] (the "Bank").
Within our trifold (commonly provided to our customer’s at
the time of purchase) we denote a disclaimer for the stock of the merchandise
and scheduling. Our sales associates and retail staff do not usually know the
exact amount of stock left in any of our distribution centers and normally call
to schedule the order so we can deliver the requested merchandise as soon as
possible.
Again we apologize for any inconvenience our verbal failures
have caused this customer and look forward to their full satisfaction upon
their current scheduled delivery (7.22.2015).
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon [redacted],
Thank you for choosing Bob's Discount Furniture for your home furnishing needs. I apologize your furniture and protection plan have failed to meet your expectations.
According to the most recent notes on your account, your...
merchandise concerns are in regard to (3) sagging seat cushions, fraying fabric on (8) sofa pillows, both of which our technician determined was a combination of normal wear and tear as well as manufacturing issues. There is also mention of (1) broken drawer on the chest and 5 damaged drawer tracks on the dresser. Goof proof is designed to provide coverage against most common types of in home accidental damage; based on the service report you would only be eligible for goof proof coverage on the dresser and chest, if the damage was the direct result of a accident in your home.
Our records indicate that we have already placed a part order for one drawer track for the dresser, at no charge to you. As a courtesy, I will be happy extend our appreciation for your business and to offer to either return the sleeper for store credit and void the goof proof plan or I can order 4 new toss pillows at no charge to you and replace the one broken drawer on the chest; You would be responsible for purchasing the additional drawer tracks for the dresser and (3) cushions and cores for the sleeper. The alternative to all the above options would be cancel the goof proof plan and issue you a refund.
Bob's Discount Furniture truly appreciates your business and hope that you find our offers for recourse, fair.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
I have attached the pictures that I have already sent to Bob's Furniture upon their request when I first contacted them concerning the defective furniture. I sent them the pictures because they said they would stand behind their furniture. I did give them the purchase date when I spoke to them.
I did not receive the information that they said I received when I purchased my furniture. I have all of my original receipts and paperwork and that is not among them. If I would have been told this information I would not have purchased the added insurance.
Sincerely,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I will accept a monetary refund of $157.15 made payable directly to me.
Sincerely,
[redacted]
After contacting the Revdex.com Bob's somehow began responding to me and tried to assist. Thank you so much.
Yes, I will accept the gift card for the delay in my product shipment.
Thank you so much Revdex.com for assisting me in receiving my merchandise and I will be looking forward to receive the promised compensation from Bob's.
Ps. the door for the base of the table was cracked. The delivery guy said he reported it and will send back a replacement. I do hope that is true.
Thank you once again.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have
caused...
this customer during their delivery experience with us. I can understand the frustration this customer
must be feeling at this time.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Jami to
rectify the situation and reach a satisfactory outcome. This is scheduled for pickup on 8.6.16. If the pickup is successfully completed I will
reach out to our Accounting Department on Monday to ensure that the refund
check is cut on the next available day and I will have the check sent to the customer
via [redacted]. If this customer will not
have someone available to sign for the refund check, please reply through the
Revdex.com site and we will send via US Postal service.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
I spoke with [redacted] on 4/4/14 and she expressed her disatisfaction with the furniture she purchased. I explained to [redacted] that we could either replace the items that are damaged or allow her to return both the livingroom and dining room set and reselect to something...
different; [redacted] refused and demanded a full refund.
I explained to [redacted] that a refund is not an option, as indicated on her sales invoice however, we could explore the options listed above, again, [redacted] refused.
Bob's Discount Furniture appreciates [redacted]'s business and hopes to be able to reach an amicable resolution, especially one that restores her faith in our product and service quality.
Good Morning Revdex.com,
size="3">
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. [redacted] is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount of
approved claims through this third party company. Our customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries.
We provide a general flyer at the time of sale that very clearly
indicates there are some exclusion(s) to the protection plan and the document
further encourages the consumer to read their full plan documents for the list
of exclusions.
Revdex.com: Please
note and take into consideration:
The
customer’s account shows that the delivery of the chairs took place on 02/15/2011
and the customer agreed to purchase a part for repair from the vendor directly on
05/18/2015. As the remaining coverage available on the item was explained at
that time (almost five months ago) and the customer completed the transaction
of paying separately for the replacement part I cannot determine how it would
be at all appropriate for the terms of the purchased protection plan to be
called into question now (nearly five months later).
The
current concern of “discoloration” is not covered by Goof Proof (unless there
is an accidental occurrence that caused it), nor Bobs, given the amount of time
the merchandise has been in the home.
Was there
a particular incident that caused the discoloration?
Is the
entire item discolored?
Can the
customer submit photos of the chair?
When did
the discoloration begin/occur?
Bob's Discount Furniture prides itself on standing behind the merchandise we
sell, in the event of a defect- however, to remain fair to all of our customers
there are some scenarios where recourse is not an option. The customer’s answer
to the above questions will help to determine, what recourse, if any we may be
able to offer.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good...
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customer. We
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after the completion
of their delivery.
We will extend to this customer an additional refund of $106.34 as
a final form of our apology. Please advise the customer that all paperwork
needed for this transaction has been entered from our end and action is
required from the customer at this time.
As this additional issue resulting in more aggravation was caused
by our store failing to properly process the paperwork I would like to ask the
customer to call into our refund line instead of the store, this will ensure
that it is properly processed.
I have listed the steps below for the customer to follow in order
to get the initial processing of this refund completed. We highly suggest the
customer complete these steps as soon as possible so that the refund process is
expedited quickly on their behalf.
o
Anytime after 9am and before 8pm Dial ###-###-####
o
When the office person picks up explain that you are
calling to get a refund processed to your credit card and provide them this
order number: [redacted]
o
At that point they will take the credit card
information from you and complete the processing.
In most cases any remaining questions regarding refund
processing time can be answered by reviewing the policies listed on your sales
receipt.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
size="3">
We are very sorry that
the customer did not feel that this dining room set was the correct fit for
them. It is stated in our policy, which
is listed on the web, and on every customer sales order that refunds are
available up to the customer taking possession of the merchandise. We do not offer refunds after pickup or
delivery has taken place. I have
attached a screen shot of our policy directly from the MyBobs.com web
site. This policy if just above the area
the customer quoted. The quote the
customer listed is how the refund would be processed, if the customer canceled
the order before taking possession. We
are sorry if this caused the customer any confusion. We would not be able to extend an offer for
refund.
Kindest Regards,
Tracy N. S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good...
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customer. We
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after the completion
of their delivery.
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. While it is not normal procedure to so we do recognize that
we have failed our customer and we are willing to make an exception in this
case to work above our normal compensation guidelines and policies.
In an extreme effort to try to make this right for this customer,
we will offer to refund the delivery fee paid back to [redacted]. Please
advise the customer that all paperwork needed for this transaction has been
entered from our end and action is required from the customer at this time.
I have listed the steps below for the customer to follow in order
to get the initial processing of this refund completed. We highly suggest the
customer complete these steps as soon as possible so that the refund process is
expedited quickly on their behalf.
o
Anytime after 10am and before 9pm Dial ###-###-####
o
Press the number one (1) on your phone’s keypad when you hear
Bob’s voice.
o
When the office person picks up explain that you are calling to get
a refund processed to your credit card [redacted] card ending in [redacted]
and provide them this order number: [redacted]
o
At that point they will take the credit card information from you
and complete the processing.
In most cases any remaining questions regarding refund processing
time can be answered by reviewing the policies listed on your sales receipt.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison