Good Afternoon Ms. [redacted],I have researched your account and apologize for the multiple failed delivery attempts of your children's furniture. I can only imagine their excitement when expecting a brand new bunk bed, only to be disappointed after the failed delivery and setup...
attempts.I am pleased to see that we have since successfully delivered the bunked! As a result of the inconvenience we have caused, we have refunded the $149.99 delivery fee.I have shared your experiences with our delivery and quality assurance Managers to ensure that an experience such as yours is not repeated in the future. Your patience and business is greatly appreciated. It is our hope that you continue to allow Bob's Discount Furniture to be your furniture retailer of choice.Thanks,[redacted]
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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Good Morning Revdex.com-
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 Afternoon [redacted],
Thank you for providing the pictures of the tabletop. Clearly, the damage is unrelated to a defect however, given the date of delivery and your purchase of the goof proof plan, coupled with Bob's desire to maintain customer satisfaction I would like to present two courtesy offers for recourse.
We can exchange the table as a one time courtesy and void the goof proof plan on the table or we can send one of our technicians to your home to touch up the tabletop on a best effort basis. We are extremely confident with the restoration efforts performed by our Service technicians however, if you are unhappy with the best effort service, there will be no additional options to offer.
Your business is appreciated. Please let me know which option works best for you.
Sincerely
[redacted]
Complaint: [redacted]
I am rejecting this response because:
The complaint I filed with the Revdex.com and Attorney General's office has nothing to do with lamps. How frustrating that this is the only record they could find of our [redacted] claims when we have spent over an hour on the phone speaking with representatives over there and at Bob's.
I had called about our sofas and coffee table damages - both of which are clearly covered under their plan [redacted]
My son had spilled juice and damaged the coffee table with scratches, both damages they are saying are not covered. I had called 2x and was thrown into voicemail after holding at [redacted] for 5 minutes. The voicemail message states that they will return the call within 24 hours but they never did. When we finally got through to a representative (about 4-5 days after the damage occurred), they told us that we were too late.They stated that we had to report the damages within 24 hours of when the incident happened, even though they market a 30 day window and then further said they wouldn't cover due to the way the furniture was damaged. According the [redacted], the damage done by children isn't covered because they could have been prevented with adult supervision. (My son's sippy cup top opened and juice spilled on the fabric and he was playing with his toys and gouged the coffee table). We were told when we purchased the living room set that we had to get this coverage due to the birth of our son and that goof proof would cover any damages that most children cause (staining and scratching). Now we're told that they aren't covered.
At this point, I expect Bob's/[redacted] to cover the damages that they market to cover with this plan or I want the money back due to misleading sales practices. I would never invest money into this coverage had I known that the sales person either had deceived us by telling us all accidental damages were covered or was ignorant in the product they were selling.
attempted to contact this customer directly today (2.10.2015) as there are several entities of this claim that just don’t make sense to me. I was unable to make contact via phone (left a message) so I am responding thru the mediation channel the customer has selected to open with Revdex.com.
First – [redacted] has been a Customer Care Team Supervisor for many years and does not visit any customer’s home as he works within our offices. I am perplexed as to where or how this customer has come up with his name in reference to her account. There are no records that she ever held a conversation with [redacted].
Second – I have included the photographs the service technician took while in the customer’s residence on 2.5.2015 for your review. I do not see a “Sagging concern” (as originally reported) in the right side facing arm as being present. The arm appears to be up to manufacturing standards. I do see the material that is not adhered properly to the frame and we are more than willing to take care of this concern for the customer. That material can easily be reattached to the product and we apologize if this was left undone by the last technician to the home.
We further apologize for the alleged demeanor the customer indicates our technician had while in her residence. We have taken the appropriate steps to ensure that this coaching concern is addressed with our technician directly.
As per the documentation all our customers receive at the time of sale, we will service (repair) the merchandise to manufacturing standards should a manufacturing defect concern arise.
We are normally very successful in our attempts to service merchandise in the customer’s home and as our technicians are factory trained we do stand behind the quality and integrity of their workmanship.
Should the customer wish to schedule a different service technician to the residence to rectify the remaining material concern I see present in photos, we will be happy to arrange that via this Revdex.com channel or by a call to our Customer Care Team at[redacted] (Mon – Saturday 6:30a-8:00p)
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry that the delivery...
experience did not go as
well as we would have wished for this customer.
We have reviewed the complaint and the account as well as the photo the
team took of the damaged piece. We agree
with the offer that was made for compensation.
If the exchange is not successful we can review the account
again to see if other compensation is warranted. We do always offer service first, as stated
on every customer’s sales order, reviewed and signed at time of purchase. This customer requested the exchange and it
was scheduled.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Revdex.com:Bobs response is purely mentioning all the problems they have as a business running its operations. The complaint was that they dint care enough about the customer and the delivery personnel was rather in a hurry than to understand the situation the customer was in.
I request my order to be cancelled and the amount to be refunded (1575.70). If they cannot compensate for the personal trauma ($500) this has caused my family, then its fine as I no longer want to do business with Bobs. I have already purchased another merchandise from a different furniture store.
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]
I am very
sorry that [redacted] table concern has not been completely satisfied by us. I
completely understand her frustrations as our records do indicate that [redacted]
has 1 end table and 1 cocktail table with ‘crooked’ metal bases. Due to the
bases of this merchandise being made of metal this damage is not repairable and
we absolutely should have followed up with [redacted] to schedule a replacement
delivery for the defective tables. This is very much our mistake and we do take ownership and responsibility
for our error and wish to make it right by our customer.
In [redacted]’s complaint she cites that “and no on has called nor returned
my call”. I have completed
extensive research with my Work Force Management Department and they have
informed me that our incoming lines into our Customer Care office do not offer
our customers the option to leave us a message for a return call. We do send
out automated survey calls to some of our customer’s after they have received a
delivery, is this what [redacted] is referring to when she states that we haven’t
been returning her calls?
I have created the paperwork for [redacted]’s even
exchange and ask that she call us at her earliest convenience (###-###-####
–Open Monday-Saturday – 6:30a -8:00p) to schedule a delivery date that works
best for her. We will remove the defective tables from her home and deliver
factory fresh models to [redacted]. While it is not normal procedure to do so I
recognize that we have failed [redacted] and I have noted her account that once she
is fully satisfied with her merchandise we can discuss what offers we have for
compensation as a further form of our apologies.
Kind Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Please pass
on my apologies to [redacted] for the product concern he has experienced with the
drawer on his sofa. In regards to his account of our technician’s visit, I
assure him that our technician’s intentions were not to convey any rudeness and
as a part of our normal process’s we prefer that our customer care agents speak
with our customers about their service results rather than our technician’s.
Our customer care agents are continually trained and coached to provide our
customers with the best care we have to offer and as [redacted] has fully accounted
for in his complaint, Bobs Discount Furniture has made several exceptions to
please him as an individual in our quest to resolve his product concern.
As Bob’s
Discount Furniture is a company that prides itself on core values such as
honesty and transparency we do not work the pricing of a delivery fee into the
price we sell our product for. [redacted] did not originally pay us a delivery fee
to deliver his merchandise and regretfully a product’s defect does not outline
that a business must cover the cost of paying for the fees associated with a
delivery. Delivering furniture is a business in itself and we offer our
customer’s that service at a reasonable cost. Because we care about [redacted] and
sought so desperately to satisfy him, we agreed to pay the cost of delivering
his new item as a courtesy for this product’s defect. As we do not expect our
customer’s new product to have any factory defects we are unable to make
agreements associated with a scenario that does not exist.
I am sorry
that [redacted] finds our policy page confusing in reference to the information
associated with our ‘Refund and Cancelation Policy’ as I feel it clearly
outlines our policy so our customers can understand. I have pasted the
information from [redacted]’s sales invoice below for your review. My believe is
that he is confusing his ‘stocked merchandise’ for a ‘take with’ item because
he picked this sectional up instead of having it delivered. The document should
be able to clear up any confusion as it lists what a take with sale actually
is. [redacted] picked up ‘stocked merchandise’ from us and per the information he
was provided a return for a monetary refund would not be possible at this time.
REFUNDS
AND CANCELLATIONS POLICY
You may
request a full refund on orders for stocked merchandise at any time up until
the time we deliver the merchandise to you or until you pick it up.
You may exchange or return any take-with
purchase within thirty (30) days of the date of possession for a full refund
provided you have your original sales receipt and the merchandise is in
like-new condition and has not been otherwise used. Take-with sales include:
accessories, rugs, bed frames, lamps, bed protectors, pillows and pillow
protectors.
We are happy
to provide [redacted] with the valuable option of replacing his defective product
and covering the cost of delivering him a factory fresh model as a one time
courtesy. We look forward to receiving [redacted]’s call to schedule this option
for resolution.
Kind Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Thank you so much! I can't wait for my son to finally sleep on a bed..
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Good Morning Revdex.com,
line-height: 15pt;">We are very sorry for the concern this
customer has presented. We absolutely stand
behind our service policy, reviewed and signed at time of purchase. It does state that if merchandise is
defective the customer can receive parts and service, if parts and service are
not available to correct the issue, we will exchange the merchandise or the
customer can reselect to different merchandise.
Attached please see this customer’s sales order.
SERVICE POLICY
We guarantee that our new
products will be free from factory defects for one year from date of delivery
or pickup. Our mattresses may carry additional factory guarantees. You must
report any factory defects as soon as they occur to our Customer Care team
within one (1) year of possession, and a Customer Care representative will
schedule a Service Technician to inspect the item and service it to factory
standards at no cost to you. If the Service Technician determines that the
factory defect is not serviceable by parts or repair (or parts are
unavailable), we will replace the affected item, one time. If the item is no
longer available, you may reselect to other merchandise. In the event of a
reselection we will charge or credit you for any price difference between the
original and the re-selected item. Merchandise purchased from our “Outlet” or
Clearance Centers that is not brand new/factory fresh is excluded from these
factory defect guarantees. Normal wear and tear or customer-caused problems are
also excluded. Service can only be provided within our serviceable area to the
original purchaser as stated on your sales receipt.
You also have the option of
extending our one year guarantee to FIVE years with the purchase of our Goof
Proof Plus plan. In addition to extending our one year guarantee to FIVE
years, Goof Proof Plus also protects you from a variety of accidental
damages you may cause in those FIVE long years!
Call Bob's at
###-###-#### or ###-###-#### to report factory defects to your Merchandise.
Our Customer Care Department is available 6:30 AM to 8:00 PM Monday through
Saturday and 10:30 AM to 7:00 PM Sunday.
Call
[redacted] at ###-###-#### to report accidental stains or
damages to your Furniture within thirty (30) days of occurrence
We are sorry we are not able to accommodate
this customer requests.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
Good Morning [redacted],
Goof proof is designed to provide coverage against accidental stains, when properly reported. It is recommended that when a stain occurs that you use the Goof proof cleaning solution given to you at the point sale. If the cleaning is...
successful, then there would be no need to file a claim however, you can not use any other product without contacting [redacted], first.
There is a pre-recorded message when contacting [redacted] that indicates the call may be recorded for quality and training purposes.
Bob's Discount Furniture appreciates your business. We have two courtesy options we can offer you; You can choose to have setup up a "billable service" appointment for $79.99 and we will send one of our technicians to your home to clean the stain, as best as possible (depending on what type of stain it is and how long ago the accident happened) or we can cancel the goof proof plan and issue a refund, equivalent to half the value of the plan.
Please let me know which options works best for you.
Sincerely,
[redacted]
Good Morning Mr. [redacted],
I understand your concern and empathize with the bed bug issue you are dealing with in your home. You and I spoke on, June 19, 2014 in regard to this issue and at that time I explained the multiple ways in which bed bugs can enter a home, their feeding...
habits, common places they are found and the precautions we have taken to prevent the infestation of these bugs in our warehouses, showrooms and delivery trucks. We have been very successful with our preventative treatments. While speaking with you, you indicated that your wife works in a school, which is one of the most common places bed bugs have been found. Our delivery records indicate that you reside on the third floor of a multi-dwelling home and it may be possible that the bed bugs traveled into your home from another unit within the dwelling. As a Consumer myself, I understand why you would be inclined to believe the bed bugs came from the new furniture however, given the extensive research and facts which support the opposite, we have no recourse to offer.
Sincerely,
[redacted]
Good Afternoon Revdex.com-
Due to the intricate nature of this...
complaint, we have
reached out to the customer directly to discuss our offer of resolution. We sent a technician to the home on Saturday
1.28.17. We are waiting to hear if the
issues have been resolved.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Day Revdex.com,
Our offices are in receipt of this rebuttal on 4.15.2015 and are
communicating back as of 4.15.2015.
Please thank the customer for sending thru a picture of the
damage. As depicted this is not breakage to wood. It appears that the finish of
the table has been removed and as this customer disclosed and reported to
Guardian this is damage from something (it hasn’t been disclosed as to what was
used on the table to clean it) used on and during the act of cleaning the
table. Once again (I have also attached a copy of the terms and conditions page
for the Guardian Plan that denotes this) the protection plan covers for
accidental occurrences of damage. A consumer cleaning their item with a
cleaning agent of their own discretion cannot be deemed as an accidental
occurrence. There is also no way for a retailer of any kind to determine how
long a cleaning agent has been progressively used on a piece of merchandise.
Under the provisions of the protection plan purchased -Bobs Discount Furniture
covers factory defect concerns and The Guardian Company covers occurrences of
accidents, as this customers concern depicts neither the protection plan has
not failed the customer.
Bobs Discount Furniture truly wishes that we could provide
resolution to every customer who has a concern and we remain very sorry that in
this scenario we have no further recourse to offer relating to the damage
caused by the customer to the table.
Kindest
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
New Roman" size="3">
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have
caused this customer during their delivery experience with us.
There are absolutely some coaching and retraining opportunities in this
customer’s account. I do see that we
tried to follow up with her on 2/17 and 2/18 and she finally was able to speak
with her on 2/19/16.
At this time I believe her issues have been addressed
and we have offered the following compensation to her -2 gift cards for a total
of $75 and a refund of her delivery fee issued as a corporate check (158.99),
which was cut and mailed on 2/22/16.
Please let us know if this customer requires any
further assistance,
Kindest Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
size="3">
Please pass on our apologies to [redacted] for the inconvenience
the delivery team has caused and may continue to cause to her and her family.
We understand that one of the team members fell down the customer’s
stairs. We assure [redacted] that his
property claim has been correctly filed with the third party trucking company
involved and we will ensure the obvious coaching concerns presented are
addressed accordingly.
As Ashley’s property claim is being handled by the trucking
company that caused the damages, [redacted] can expect follow up from that third
party and not Bobs Discount Furniture directly. Per our contractual agreements
with this trucking company they are owed a fair chance to process resolution on
their claim prior to Bobs Discount Furniture asserting ourselves into a
situation where it is most likely unnecessary.
The piece that was refused due to damages,
the [redacted], will not be billed by [redacted] as they only bill what
has been delivered and accepted into the home by the customer.
I do see that on a previous delivery in
December of 2015 this customer reported damages to pieces delivered into the
home and was given concession to keep in the form of a gift card. We have followed that same standard procedure for this
delivery. This customer spoke to a
customer care lead on 2/26/16 and was offered a concession to keep after a
photo review. The customer accepted this
offer and a gift card in the amount of $266.39 is being processed.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
size="3">
Please pass on our sincerest apologies to the customer for the concern they
have existing. The customer signed an agreement with an entirely separate
company from Bobs Discount Furniture – the agreement that the customer is
referring to signifies that it belongs to the [redacted] – not Bobs
Discount Furniture.
I can confidently state that this type of agreement is commonly reviewed with
an [redacted] and signed with an employee from that company
directly. We do not train our sales professionals or customer care agents on
the inner workings, terms, or conditions of this contract as it is a document
that our company is not authorized to manage, update, or change in any
way.
If this customer wishes to have the contract canceled and the merchandise
picked up we can certainly honor that request.
Per the contract signed between the customer and [redacted] they
would not be able to receive any of the rental payments back. Returning the merchandise would cancel the
contract only.
At this time we do
have an exchange pending. The customer
can either except the exchange or call [redacted] to cancel the contract
and schedule the pickup.
Kindest Regards,
Tracy N. S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Ms. [redacted],I have researched your account and apologize for the multiple failed delivery attempts of your children's furniture. I can only imagine their excitement when expecting a brand new bunk bed, only to be disappointed after the failed delivery and setup...
attempts.I am pleased to see that we have since successfully delivered the bunked! As a result of the inconvenience we have caused, we have refunded the $149.99 delivery fee.I have shared your experiences with our delivery and quality assurance Managers to ensure that an experience such as yours is not repeated in the future. Your patience and business is greatly appreciated. It is our hope that you continue to allow Bob's Discount Furniture to be your furniture retailer of choice.Thanks,[redacted]
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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Good Morning Revdex.com-
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 Afternoon [redacted],
Thank you for providing the pictures of the tabletop. Clearly, the damage is unrelated to a defect however, given the date of delivery and your purchase of the goof proof plan, coupled with Bob's desire to maintain customer satisfaction I would like to present two courtesy offers for recourse.
We can exchange the table as a one time courtesy and void the goof proof plan on the table or we can send one of our technicians to your home to touch up the tabletop on a best effort basis. We are extremely confident with the restoration efforts performed by our Service technicians however, if you are unhappy with the best effort service, there will be no additional options to offer.
Your business is appreciated. Please let me know which option works best for you.
Sincerely
[redacted]
Complaint: [redacted]
I am rejecting this response because:
The complaint I filed with the Revdex.com and Attorney General's office has nothing to do with lamps. How frustrating that this is the only record they could find of our [redacted] claims when we have spent over an hour on the phone speaking with representatives over there and at Bob's.
I had called about our sofas and coffee table damages - both of which are clearly covered under their plan [redacted]
My son had spilled juice and damaged the coffee table with scratches, both damages they are saying are not covered. I had called 2x and was thrown into voicemail after holding at [redacted] for 5 minutes. The voicemail message states that they will return the call within 24 hours but they never did. When we finally got through to a representative (about 4-5 days after the damage occurred), they told us that we were too late.They stated that we had to report the damages within 24 hours of when the incident happened, even though they market a 30 day window and then further said they wouldn't cover due to the way the furniture was damaged. According the [redacted], the damage done by children isn't covered because they could have been prevented with adult supervision. (My son's sippy cup top opened and juice spilled on the fabric and he was playing with his toys and gouged the coffee table). We were told when we purchased the living room set that we had to get this coverage due to the birth of our son and that goof proof would cover any damages that most children cause (staining and scratching). Now we're told that they aren't covered.
At this point, I expect Bob's/[redacted] to cover the damages that they market to cover with this plan or I want the money back due to misleading sales practices. I would never invest money into this coverage had I known that the sales person either had deceived us by telling us all accidental damages were covered or was ignorant in the product they were selling.
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
Good Afternoon Revdex.com-
We are very sorry that the delivery...
experience did not go as
well as we would have wished for this customer.
We have reviewed the complaint and the account as well as the photo the
team took of the damaged piece. We agree
with the offer that was made for compensation.
If the exchange is not successful we can review the account
again to see if other compensation is warranted. We do always offer service first, as stated
on every customer’s sales order, reviewed and signed at time of purchase. This customer requested the exchange and it
was scheduled.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Revdex.com:Bobs response is purely mentioning all the problems they have as a business running its operations. The complaint was that they dint care enough about the customer and the delivery personnel was rather in a hurry than to understand the situation the customer was in.
I request my order to be cancelled and the amount to be refunded (1575.70). If they cannot compensate for the personal trauma ($500) this has caused my family, then its fine as I no longer want to do business with Bobs. I have already purchased another merchandise from a different furniture store.
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
Revdex.com,
I am very
sorry that [redacted] table concern has not been completely satisfied by us. I
completely understand her frustrations as our records do indicate that [redacted]
has 1 end table and 1 cocktail table with ‘crooked’ metal bases. Due to the
bases of this merchandise being made of metal this damage is not repairable and
we absolutely should have followed up with [redacted] to schedule a replacement
delivery for the defective tables. This is very much our mistake and we do take ownership and responsibility
for our error and wish to make it right by our customer.
In [redacted]’s complaint she cites that “and no on has called nor returned
my call”. I have completed
extensive research with my Work Force Management Department and they have
informed me that our incoming lines into our Customer Care office do not offer
our customers the option to leave us a message for a return call. We do send
out automated survey calls to some of our customer’s after they have received a
delivery, is this what [redacted] is referring to when she states that we haven’t
been returning her calls?
I have created the paperwork for [redacted]’s even
exchange and ask that she call us at her earliest convenience (###-###-####
–Open Monday-Saturday – 6:30a -8:00p) to schedule a delivery date that works
best for her. We will remove the defective tables from her home and deliver
factory fresh models to [redacted]. While it is not normal procedure to do so I
recognize that we have failed [redacted] and I have noted her account that once she
is fully satisfied with her merchandise we can discuss what offers we have for
compensation as a further form of our apologies.
Kind Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon
Revdex.com,
Please pass
on my apologies to [redacted] for the product concern he has experienced with the
drawer on his sofa. In regards to his account of our technician’s visit, I
assure him that our technician’s intentions were not to convey any rudeness and
as a part of our normal process’s we prefer that our customer care agents speak
with our customers about their service results rather than our technician’s.
Our customer care agents are continually trained and coached to provide our
customers with the best care we have to offer and as [redacted] has fully accounted
for in his complaint, Bobs Discount Furniture has made several exceptions to
please him as an individual in our quest to resolve his product concern.
As Bob’s
Discount Furniture is a company that prides itself on core values such as
honesty and transparency we do not work the pricing of a delivery fee into the
price we sell our product for. [redacted] did not originally pay us a delivery fee
to deliver his merchandise and regretfully a product’s defect does not outline
that a business must cover the cost of paying for the fees associated with a
delivery. Delivering furniture is a business in itself and we offer our
customer’s that service at a reasonable cost. Because we care about [redacted] and
sought so desperately to satisfy him, we agreed to pay the cost of delivering
his new item as a courtesy for this product’s defect. As we do not expect our
customer’s new product to have any factory defects we are unable to make
agreements associated with a scenario that does not exist.
I am sorry
that [redacted] finds our policy page confusing in reference to the information
associated with our ‘Refund and Cancelation Policy’ as I feel it clearly
outlines our policy so our customers can understand. I have pasted the
information from [redacted]’s sales invoice below for your review. My believe is
that he is confusing his ‘stocked merchandise’ for a ‘take with’ item because
he picked this sectional up instead of having it delivered. The document should
be able to clear up any confusion as it lists what a take with sale actually
is. [redacted] picked up ‘stocked merchandise’ from us and per the information he
was provided a return for a monetary refund would not be possible at this time.
REFUNDS
AND CANCELLATIONS POLICY
You may
request a full refund on orders for stocked merchandise at any time up until
the time we deliver the merchandise to you or until you pick it up.
You may exchange or return any take-with
purchase within thirty (30) days of the date of possession for a full refund
provided you have your original sales receipt and the merchandise is in
like-new condition and has not been otherwise used. Take-with sales include:
accessories, rugs, bed frames, lamps, bed protectors, pillows and pillow
protectors.
We are happy
to provide [redacted] with the valuable option of replacing his defective product
and covering the cost of delivering him a factory fresh model as a one time
courtesy. We look forward to receiving [redacted]’s call to schedule this option
for resolution.
Kind Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Thank you so much! I can't wait for my son to finally sleep on a bed..
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Good Morning Revdex.com,
line-height: 15pt;">We are very sorry for the concern this
customer has presented. We absolutely stand
behind our service policy, reviewed and signed at time of purchase. It does state that if merchandise is
defective the customer can receive parts and service, if parts and service are
not available to correct the issue, we will exchange the merchandise or the
customer can reselect to different merchandise.
Attached please see this customer’s sales order.
SERVICE POLICY
We guarantee that our new
products will be free from factory defects for one year from date of delivery
or pickup. Our mattresses may carry additional factory guarantees. You must
report any factory defects as soon as they occur to our Customer Care team
within one (1) year of possession, and a Customer Care representative will
schedule a Service Technician to inspect the item and service it to factory
standards at no cost to you. If the Service Technician determines that the
factory defect is not serviceable by parts or repair (or parts are
unavailable), we will replace the affected item, one time. If the item is no
longer available, you may reselect to other merchandise. In the event of a
reselection we will charge or credit you for any price difference between the
original and the re-selected item. Merchandise purchased from our “Outlet” or
Clearance Centers that is not brand new/factory fresh is excluded from these
factory defect guarantees. Normal wear and tear or customer-caused problems are
also excluded. Service can only be provided within our serviceable area to the
original purchaser as stated on your sales receipt.
You also have the option of
extending our one year guarantee to FIVE years with the purchase of our Goof
Proof Plus plan. In addition to extending our one year guarantee to FIVE
years, Goof Proof Plus also protects you from a variety of accidental
damages you may cause in those FIVE long years!
Call Bob's at
###-###-#### or ###-###-#### to report factory defects to your Merchandise.
Our Customer Care Department is available 6:30 AM to 8:00 PM Monday through
Saturday and 10:30 AM to 7:00 PM Sunday.
Call
[redacted] at ###-###-#### to report accidental stains or
damages to your Furniture within thirty (30) days of occurrence
We are sorry we are not able to accommodate
this customer requests.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
Good Morning [redacted],
Goof proof is designed to provide coverage against accidental stains, when properly reported. It is recommended that when a stain occurs that you use the Goof proof cleaning solution given to you at the point sale. If the cleaning is...
successful, then there would be no need to file a claim however, you can not use any other product without contacting [redacted], first.
There is a pre-recorded message when contacting [redacted] that indicates the call may be recorded for quality and training purposes.
Bob's Discount Furniture appreciates your business. We have two courtesy options we can offer you; You can choose to have setup up a "billable service" appointment for $79.99 and we will send one of our technicians to your home to clean the stain, as best as possible (depending on what type of stain it is and how long ago the accident happened) or we can cancel the goof proof plan and issue a refund, equivalent to half the value of the plan.
Please let me know which options works best for you.
Sincerely,
[redacted]
Good Morning Mr. [redacted],
I understand your concern and empathize with the bed bug issue you are dealing with in your home. You and I spoke on, June 19, 2014 in regard to this issue and at that time I explained the multiple ways in which bed bugs can enter a home, their feeding...
habits, common places they are found and the precautions we have taken to prevent the infestation of these bugs in our warehouses, showrooms and delivery trucks. We have been very successful with our preventative treatments. While speaking with you, you indicated that your wife works in a school, which is one of the most common places bed bugs have been found. Our delivery records indicate that you reside on the third floor of a multi-dwelling home and it may be possible that the bed bugs traveled into your home from another unit within the dwelling. As a Consumer myself, I understand why you would be inclined to believe the bed bugs came from the new furniture however, given the extensive research and facts which support the opposite, we have no recourse to offer.
Sincerely,
[redacted]
Good Afternoon Revdex.com-
Due to the intricate nature of this...
complaint, we have
reached out to the customer directly to discuss our offer of resolution. We sent a technician to the home on Saturday
1.28.17. We are waiting to hear if the
issues have been resolved.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Day Revdex.com,
Our offices are in receipt of this rebuttal on 4.15.2015 and are
communicating back as of 4.15.2015.
Please thank the customer for sending thru a picture of the
damage. As depicted this is not breakage to wood. It appears that the finish of
the table has been removed and as this customer disclosed and reported to
Guardian this is damage from something (it hasn’t been disclosed as to what was
used on the table to clean it) used on and during the act of cleaning the
table. Once again (I have also attached a copy of the terms and conditions page
for the Guardian Plan that denotes this) the protection plan covers for
accidental occurrences of damage. A consumer cleaning their item with a
cleaning agent of their own discretion cannot be deemed as an accidental
occurrence. There is also no way for a retailer of any kind to determine how
long a cleaning agent has been progressively used on a piece of merchandise.
Under the provisions of the protection plan purchased -Bobs Discount Furniture
covers factory defect concerns and The Guardian Company covers occurrences of
accidents, as this customers concern depicts neither the protection plan has
not failed the customer.
Bobs Discount Furniture truly wishes that we could provide
resolution to every customer who has a concern and we remain very sorry that in
this scenario we have no further recourse to offer relating to the damage
caused by the customer to the table.
Kindest
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
New Roman" size="3">
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have
caused this customer during their delivery experience with us.
There are absolutely some coaching and retraining opportunities in this
customer’s account. I do see that we
tried to follow up with her on 2/17 and 2/18 and she finally was able to speak
with her on 2/19/16.
At this time I believe her issues have been addressed
and we have offered the following compensation to her -2 gift cards for a total
of $75 and a refund of her delivery fee issued as a corporate check (158.99),
which was cut and mailed on 2/22/16.
Please let us know if this customer requires any
further assistance,
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
size="3">
Please pass on our apologies to [redacted] for the inconvenience
the delivery team has caused and may continue to cause to her and her family.
We understand that one of the team members fell down the customer’s
stairs. We assure [redacted] that his
property claim has been correctly filed with the third party trucking company
involved and we will ensure the obvious coaching concerns presented are
addressed accordingly.
As Ashley’s property claim is being handled by the trucking
company that caused the damages, [redacted] can expect follow up from that third
party and not Bobs Discount Furniture directly. Per our contractual agreements
with this trucking company they are owed a fair chance to process resolution on
their claim prior to Bobs Discount Furniture asserting ourselves into a
situation where it is most likely unnecessary.
The piece that was refused due to damages,
the [redacted], will not be billed by [redacted] as they only bill what
has been delivered and accepted into the home by the customer.
I do see that on a previous delivery in
December of 2015 this customer reported damages to pieces delivered into the
home and was given concession to keep in the form of a gift card. We have followed that same standard procedure for this
delivery. This customer spoke to a
customer care lead on 2/26/16 and was offered a concession to keep after a
photo review. The customer accepted this
offer and a gift card in the amount of $266.39 is being processed.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
size="3">
Please pass on our sincerest apologies to the customer for the concern they
have existing. The customer signed an agreement with an entirely separate
company from Bobs Discount Furniture – the agreement that the customer is
referring to signifies that it belongs to the [redacted] – not Bobs
Discount Furniture.
I can confidently state that this type of agreement is commonly reviewed with
an [redacted] and signed with an employee from that company
directly. We do not train our sales professionals or customer care agents on
the inner workings, terms, or conditions of this contract as it is a document
that our company is not authorized to manage, update, or change in any
way.
If this customer wishes to have the contract canceled and the merchandise
picked up we can certainly honor that request.
Per the contract signed between the customer and [redacted] they
would not be able to receive any of the rental payments back. Returning the merchandise would cancel the
contract only.
At this time we do
have an exchange pending. The customer
can either except the exchange or call [redacted] to cancel the contract
and schedule the pickup.
Kindest Regards,
Tracy N. S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison