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
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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Revdex.com: Thank you very much for your hard work in this matter. I'm sorry it had to get to this, but this could have been resolved a long time ago if someone like you was on the case. Again I thank you & I will
Be awaiting for the part.
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]
attempted to contact this customer directly today (2.10.2015) as there are several entities of this claim that just don’t make sense to me. I was unable to make contact via phone (left a message) so I am responding thru the mediation channel the customer has selected to open with Revdex.com.
First – [redacted] has been a Customer Care Team Supervisor for many years and does not visit any customer’s home as he works within our offices. I am perplexed as to where or how this customer has come up with his name in reference to her account. There are no records that she ever held a conversation with [redacted].
Second – I have included the photographs the service technician took while in the customer’s residence on 2.5.2015 for your review. I do not see a “Sagging concern” (as originally reported) in the right side facing arm as being present. The arm appears to be up to manufacturing standards. I do see the material that is not adhered properly to the frame and we are more than willing to take care of this concern for the customer. That material can easily be reattached to the product and we apologize if this was left undone by the last technician to the home.
We further apologize for the alleged demeanor the customer indicates our technician had while in her residence. We have taken the appropriate steps to ensure that this coaching concern is addressed with our technician directly.
As per the documentation all our customers receive at the time of sale, we will service (repair) the merchandise to manufacturing standards should a manufacturing defect concern arise.
We are normally very successful in our attempts to service merchandise in the customer’s home and as our technicians are factory trained we do stand behind the quality and integrity of their workmanship.
Should the customer wish to schedule a different service technician to the residence to rectify the remaining material concern I see present in photos, we will be happy to arrange that via this Revdex.com channel or by a call to our Customer Care Team at[redacted] (Mon – Saturday 6:30a-8:00p)
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because the seller gave an implied warranty of fitness for my use of this recliner. Their policy states that if an item fails due to a defect the seller will replace the item for a period of one year. The seller agent (repair technician) has stated that the item is not suitably engineered for me. Seller then said they would apply a credit for reselection of an item which may better suit me. An implied warranty of fitness for a particular purpose is a warranty implied by law that if a seller knows or has reason to know of a particular purpose for which some item is being purchased by the buyer, the seller is guaranteeing that the item is fit for that particular purpose.
The seller's agent (sales representative) knew or should have known my intended use as it was explicitly described at the time of purchase. I should not incur any out of pocket costs due to the inadequate design or manufacture of the merchandise they sell.
I request a credit for the entire amount of my purchase costs including delivery charges and sales taxes. Their stated policy is to replace the item based on the defect and if they decline to do that, they should provide a full credit otherwise including delivery.
Sincerely,
[redacted]
Hi Revdex.com,
Thank you for helping us out to resolve the issue. I would like to thank 'BOB Discount Furniture' for coming forward to resolve this issue.
If I am facing towards ARM Chair the left ARM is broken, so could you please order this ARM for my ARM Chair.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thanks,[redacted]
Complaint: 1[redacted]
I am rejecting this response because: Though I accept your sincere apology, and I understood the issue with regards to the "cracked wood" during the first delivery attempt.
I do not accpet the issues which occured during the second delivery attempt, yes they delievry person/s showed up with the new replacement piece, however they were then unable to complete the set up becasue they stated "they have no hardware to set up the bunkbed."
Immediately following this information from the delieveryman, I spoke with the representative Christina that Tuesday morning and was informed the hardware would be delievered later that Tuesday morning/aftrenoon, I waited to ensure someone would be in the home. Not only did not one show-up but no one returned a call to say no one was coming. My Fiance had to call to ask for a status update, at which point she spoke with Christina to then be informed " the hardware had to be ordered and would need to be delievered and setup for another delivery appointment." Yet no one called to inform me at anytime prior to the Phone call my Fiance had with Christina.
At which point we were beyond going any further with this nighmare. Christina, was very understanding, however no immediate remedy was provided expect for my us asking for the unassembled bunk bed to be picked up from our home and asking and recieving a refund off all sums paid.
We are now in possesion of a Bob's Credit Card for $3400 and no bed for our kids, and no solution except what, go to another Furniture store and take out another credit for finance? or do we go to a different Bob's location and cross our fingers and hope for a better outcome?
It's upsetting becasue we are now very leery of delievry service when it comes to Bob, and now awaiting a time we are free from our jobs to go to Wellsfargo to ensure that we can cancel the creditcard without any affect to our credit, then we are also still in need of a bunkbed and also do not want to have to open another line of credit, we are put in a very disconcerting position, while our children wait in a very uncomfortable position.
Sincerely,
[redacted]
Morning Revdex.com,
We agree with customer that in
this case a refund for the 2 twin beds is appropriate. The paperwork has been created to process
that request. Please reply to Revdex.com that
this is accepted and call the store with original method of payment [redacted] [redacted] Please call ###-###-####, when you hear Bob
start talking hit 1. When the office
answers tell them you have credit # [redacted] and you need
to have your credit card number entered.
You can stop by the store with the card as well. If you no longer have this card in use,
please go to any Bob’s store with a photo ID and an alternate credit card. We apologize that this was not already taken
care of.
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.
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
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.
The exchange should have happened from the beginning.
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]
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 just have a hard time believing anything this company says at this point. I was promised a gift card that I should have received over a week ago that still hasn't arrived. My husband (against my better judgment) would like to purchase a tv
stand to go with our bedroom furniture. He does not want it to be delivered and plans to pick it up from the store. I told him to wait so that he could use the gift card towards the purchase. It's been the longest 5-7 business days I've ever heard of.
As far as contacting customer service in regards to my issue after the 17th is not a problem. However I do think it will be a waste of time because I've called them before and gotten no where. I even spoke to a supervisor who refused to give me any compensation over $100. That is why I turned to Revdex.com in the first place because I wasn't getting anywhere with your company. I spoke with[redacted] and [redacted] in your cooperate customer service office. I explained my entire situation and they could care less. I even informed them that I was contacting Revdex.com and they told me that was my right so that's what I did and here we are. I'm tired of going around un circles with you people. Maybe I should contact the media so that everyone could be aware of how you truly do business. If you continue with these practices you won't be in business long.
Sincerely,[redacted]
You need to stop having your employees telling customers that they are correct and don't worry and when they leave or get off the phone deny coverage. Both a technician who came to my home and the rep who set up the appointment told me this was an issue that is covered under the warranty and needs to be replaced. Bobs furniture does not have a very good reputation of honoring warranties. I purchased a lot of furniture from [redacted] and [redacted] and every time they would come with an issue it would be taken care of the same day. Why is so difficult with Bobs? Is it because everything that is sold is of sub par quality and you can care less about repeat business. I bet every customer that has ever had an issue has never come back to purchase anything else from you again. I sincerely hope you do the right think and replace a product that you should stand by.
Complaint:[redacted]
I am rejecting this response because:
Sincerely,[redacted] [redacted]
size="3">
Please pass on our sincerest apologies for the trash being left
behind during delivery in March of 2015.
I called this customer on 9.11.2015 (6:50pm) and left a message on
their voicemail with my direct number to discuss this concern further. Please
advise the customer we are happy to address this concern via telephone and if
they are in agreement I can be reached at ###-###-####.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate 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
Good Morning Revdex.com-
10pt;">I can personally identify with a consumer’s need for an
apology outside of making the concern right. In this case the amount offered is
already above what our policy indicates.
Any compensation agreement is discussed after the
customer has been fully satisfied with the merchandise they paid for and a form
of apology is usually processed by gift card.
Normally we offer any type of additional apology in the form of a Bobs
Discount Furniture Gift Card because as a business we understand the importance
of earning our customer’s trust back and proving to our customer that delivery
failures are not part of the normal daily operations that have helped us grow
to be the 15th largest furniture retailer in the U.S. We also wish
to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. Should the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our Showrooms or pit
locations as our free gift of apology.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
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 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Revdex.com: Thank you very much for your hard work in this matter. I'm sorry it had to get to this, but this could have been resolved a long time ago if someone like you was on the case. Again I thank you & I will
Be awaiting for the part.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Good Morning Revdex.com,
I...
attempted to contact this customer directly today (2.10.2015) as there are several entities of this claim that just don’t make sense to me. I was unable to make contact via phone (left a message) so I am responding thru the mediation channel the customer has selected to open with Revdex.com.
First – [redacted] has been a Customer Care Team Supervisor for many years and does not visit any customer’s home as he works within our offices. I am perplexed as to where or how this customer has come up with his name in reference to her account. There are no records that she ever held a conversation with [redacted].
Second – I have included the photographs the service technician took while in the customer’s residence on 2.5.2015 for your review. I do not see a “Sagging concern” (as originally reported) in the right side facing arm as being present. The arm appears to be up to manufacturing standards. I do see the material that is not adhered properly to the frame and we are more than willing to take care of this concern for the customer. That material can easily be reattached to the product and we apologize if this was left undone by the last technician to the home.
We further apologize for the alleged demeanor the customer indicates our technician had while in her residence. We have taken the appropriate steps to ensure that this coaching concern is addressed with our technician directly.
As per the documentation all our customers receive at the time of sale, we will service (repair) the merchandise to manufacturing standards should a manufacturing defect concern arise.
We are normally very successful in our attempts to service merchandise in the customer’s home and as our technicians are factory trained we do stand behind the quality and integrity of their workmanship.
Should the customer wish to schedule a different service technician to the residence to rectify the remaining material concern I see present in photos, we will be happy to arrange that via this Revdex.com channel or by a call to our Customer Care Team at[redacted] (Mon – Saturday 6:30a-8:00p)
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because the seller gave an implied warranty of fitness for my use of this recliner. Their policy states that if an item fails due to a defect the seller will replace the item for a period of one year. The seller agent (repair technician) has stated that the item is not suitably engineered for me. Seller then said they would apply a credit for reselection of an item which may better suit me. An implied warranty of fitness for a particular purpose is a warranty implied by law that if a seller knows or has reason to know of a particular purpose for which some item is being purchased by the buyer, the seller is guaranteeing that the item is fit for that particular purpose.
The seller's agent (sales representative) knew or should have known my intended use as it was explicitly described at the time of purchase. I should not incur any out of pocket costs due to the inadequate design or manufacture of the merchandise they sell.
I request a credit for the entire amount of my purchase costs including delivery charges and sales taxes. Their stated policy is to replace the item based on the defect and if they decline to do that, they should provide a full credit otherwise including delivery.
Sincerely,
[redacted]
Hi Revdex.com,
Thank you for helping us out to resolve the issue. I would like to thank 'BOB Discount Furniture' for coming forward to resolve this issue.
If I am facing towards ARM Chair the left ARM is broken, so could you please order this ARM for my ARM Chair.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thanks,[redacted]
Read More Customer Complaints:
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Complaint: 1[redacted]
I am rejecting this response because: Though I accept your sincere apology, and I understood the issue with regards to the "cracked wood" during the first delivery attempt.
I do not accpet the issues which occured during the second delivery attempt, yes they delievry person/s showed up with the new replacement piece, however they were then unable to complete the set up becasue they stated "they have no hardware to set up the bunkbed."
Immediately following this information from the delieveryman, I spoke with the representative Christina that Tuesday morning and was informed the hardware would be delievered later that Tuesday morning/aftrenoon, I waited to ensure someone would be in the home. Not only did not one show-up but no one returned a call to say no one was coming. My Fiance had to call to ask for a status update, at which point she spoke with Christina to then be informed " the hardware had to be ordered and would need to be delievered and setup for another delivery appointment." Yet no one called to inform me at anytime prior to the Phone call my Fiance had with Christina.
At which point we were beyond going any further with this nighmare. Christina, was very understanding, however no immediate remedy was provided expect for my us asking for the unassembled bunk bed to be picked up from our home and asking and recieving a refund off all sums paid.
We are now in possesion of a Bob's Credit Card for $3400 and no bed for our kids, and no solution except what, go to another Furniture store and take out another credit for finance? or do we go to a different Bob's location and cross our fingers and hope for a better outcome?
It's upsetting becasue we are now very leery of delievry service when it comes to Bob, and now awaiting a time we are free from our jobs to go to Wellsfargo to ensure that we can cancel the creditcard without any affect to our credit, then we are also still in need of a bunkbed and also do not want to have to open another line of credit, we are put in a very disconcerting position, while our children wait in a very uncomfortable position.
Sincerely,
[redacted]
Good...
Morning Revdex.com,
We agree with customer that in
this case a refund for the 2 twin beds is appropriate. The paperwork has been created to process
that request. Please reply to Revdex.com that
this is accepted and call the store with original method of payment [redacted] [redacted] Please call ###-###-####, when you hear Bob
start talking hit 1. When the office
answers tell them you have credit # [redacted] and you need
to have your credit card number entered.
You can stop by the store with the card as well. If you no longer have this card in use,
please go to any Bob’s store with a photo ID and an alternate credit card. We apologize that this was not already taken
care of.
Kindest Regards,
Tracy Sa[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.
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
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.
The exchange should have happened from the beginning.
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]
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 just have a hard time believing anything this company says at this point. I was promised a gift card that I should have received over a week ago that still hasn't arrived. My husband (against my better judgment) would like to purchase a tv
stand to go with our bedroom furniture. He does not want it to be delivered and plans to pick it up from the store. I told him to wait so that he could use the gift card towards the purchase. It's been the longest 5-7 business days I've ever heard of.
As far as contacting customer service in regards to my issue after the 17th is not a problem. However I do think it will be a waste of time because I've called them before and gotten no where. I even spoke to a supervisor who refused to give me any compensation over $100. That is why I turned to Revdex.com in the first place because I wasn't getting anywhere with your company. I spoke with[redacted] and [redacted] in your cooperate customer service office. I explained my entire situation and they could care less. I even informed them that I was contacting Revdex.com and they told me that was my right so that's what I did and here we are. I'm tired of going around un circles with you people. Maybe I should contact the media so that everyone could be aware of how you truly do business. If you continue with these practices you won't be in business long.
Sincerely,[redacted]
You need to stop having your employees telling customers that they are correct and don't worry and when they leave or get off the phone deny coverage. Both a technician who came to my home and the rep who set up the appointment told me this was an issue that is covered under the warranty and needs to be replaced. Bobs furniture does not have a very good reputation of honoring warranties. I purchased a lot of furniture from [redacted] and [redacted] and every time they would come with an issue it would be taken care of the same day. Why is so difficult with Bobs? Is it because everything that is sold is of sub par quality and you can care less about repeat business. I bet every customer that has ever had an issue has never come back to purchase anything else from you again. I sincerely hope you do the right think and replace a product that you should stand by.
Complaint:[redacted]
I am rejecting this response because:
Sincerely,[redacted] [redacted]
Good Evening Revdex.com,
size="3">
Please pass on our sincerest apologies for the trash being left
behind during delivery in March of 2015.
I called this customer on 9.11.2015 (6:50pm) and left a message on
their voicemail with my direct number to discuss this concern further. Please
advise the customer we are happy to address this concern via telephone and if
they are in agreement I can be reached at ###-###-####.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate 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-
10pt;">I can personally identify with a consumer’s need for an
apology outside of making the concern right. In this case the amount offered is
already above what our policy indicates.
Any compensation agreement is discussed after the
customer has been fully satisfied with the merchandise they paid for and a form
of apology is usually processed by gift card.
Normally we offer any type of additional apology in the form of a Bobs
Discount Furniture Gift Card because as a business we understand the importance
of earning our customer’s trust back and proving to our customer that delivery
failures are not part of the normal daily operations that have helped us grow
to be the 15th largest furniture retailer in the U.S. We also wish
to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. Should the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our Showrooms or pit
locations as our free gift of apology.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture