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]
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.
With the length of your first email and trying to read it and deal with issue once again while I was working today I did not see you say you were sending me a new chaise cover. This is all I wanted the entire time. As to my level of aggression, if you had any idea the amount of time and energy I have wasted dealing with this issue you would understand completely. I really hope you are addressing the issue of your sales people correctly stating the facts of the insurance because I as told numerous false statements by your staff. And im 100 percent telling you the truth when I tell you [redacted] told me that I was being lied to by [redacted] and they had to cover my claim. You should also from here on out not assume what happened and basically tell a customer they are a liar and that their animal caused the damage. We really did not appreciate this at all and this also added to my Ievel of aggression in my last email, I also do not appreciate the condescending nature of your email in general and putting things in bold letters and underlying them. I am not a child nor do I feel like being treated like one. I appreciate you taking care of the issue finally but really wish it did not have to escalte to this point to finally get a resolution. Your company should really look into the policy you sell because it is a scam, [redacted] has nothing but bad reviews on every site I could find including consumer affairs and I can tell you that personally I will never purchase anything from any company that sells their policies. I work in a luxury customer service enviroment and I can tell you the way this matter was handled would not be acceptable at my place of business and would be addressed and handled immediately! Once again we appreciate Bobs finally giving us a resolution to this matter.
Sincerely,
[redacted]
Good afternoon,
I have since been in contact with [redacted] regarding this incidence and sent over the necessary paperwork that they requested. Also I have been in contact with customer care at bobs over the incidence with the representative Tracy S[redacted] and the unsatisfactory customer service she provided to me and how rudely she handled the situation. My hope is that in the future situations like this can be handled better also I will be reaching out to BOB's over their delivery practices, because when I made my purchases at BOB's no one made me aware that at outside company would be delivering it and it wasn't one the paperwork that I signed. So I will be following up with that information so other customers do not have to go through this difficult situation.
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 see that this customer has already spoken with my
colleague and it appears the customer will be working closely with [redacted] to
rectify the situation and reach a satisfactory outcome. Compensation has been
offered and accepted as a refund to the Wells Fargo account. Audrey will be watching the order until the
last piece has been delivered. This
delivery is currently scheduled for 1.13.17.
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.
Complaint: [redacted]
I am rejecting this response because: NO ONE IN MY HOME PLACED ANYTHING ON THIS SERVER THAT CAUSED THAT STAIN! that means it's a manufacturer defect! When I called Bob's on 6/14/2016 I told the young man that there was a stain in the marble that had not been noticed and while cleaning it with a wet towel (with water only) it had a rough feel to it. I also told him that we had not done anything to the server (meaning we had not used it) so it had to come from the manufacturer this way and he told me that he was submitting the information and that I would get an email and to follow their instructions. I was never given an option for Bob" technician to come out to look at the stain or more importantly to touch it. I asked him should this be a claim? He continued to tell me that I would be contacted by email and follow instructions. Regardless to this, I was told by my salesman that whatever happened (tears spills, rips) to any piece it would be covered because Bob stands by his word. He never said be sure to lie and say it was an accident if you notice something so we will cover it! The warranty states that [redacted] plan covers accidents and manufacturers defects. By looking at pictures, how can anyone determine where the damages occurred? How can you look at pictures and determine that the chipped chair leg was a manufacturer defect but the server stain wasn't?
Hypothetically speaking, (meaning this didn't happen), if something was set on the server and left a stain would that be considered intentional or accidental? Why would anyone intentionally damage their own furniture? I wanted a technician sent to my home to investigate the stain. Why was that option never offered? Why is this such a problem? This stain was identified in my home but DID NOT occur in my home! I feel Bob's Furniture protection plan is a scam and not worth the paper it's written on. Right now I am feeling that is may be best for the entire set returned to Bob's and my money refunded.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
face="Calibri">Please pass on our apologies to our customer for the
frustration this concern is causing. We have begun addressing the allegation
that our technician made agreements to have this merchandise replaced however
this is not a common practice of our technicians to do and based on the
documentation our technician provided for this concern it is nearly
unimaginable that such and an occurrence would have taken place. We further
apologize for the lack of follow up this concern received; even when a situation
results in no recourse it is important that our customer has the opportunity to
express their frustrations to us.
Please see the attached document (it contains 8 pages) of
photographs from the service visit on 9.25.2015. Our Account Management
Specialist reviewed this report and these photos with our customer on 10.7.2015
and conveyed the regrettable result that this type of animal damage (most
viewable in the photos that reflect the wiring) is not covered under the
protection plan or the manufacturing warranty of the set. The fact that the
recliner is not working cannot be contributed to a defect in workmanship and we
stand behind the integrity of our technician’s report and the evidence presented
in the attached photographs.
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.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
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 Afternoon Revdex.com-
10pt;">We are very sorry that there was miscommunication and
confusion on this order. This caused
unacceptable delays in having the bed correctly assembled. The issue was finally identified and a
resolution was offered.
Normally we offer any type of additional apology in the form of a Bobs Discount
Furniture Gift Card because as a business we understand the importance of
earning our customer’s trust back and proving to our customer that delivery
failures are not part of the normal daily operations that have helped us grow
to be the 15th largest furniture retailer in the U.S. We also wish
to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. Should the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our Showrooms or pit
locations as our free gift of apology.
As a token of apology we would like to offer this
customer a Bob’s store credit in the amount of $200. If the customer would like to accept this
offer please accept through the Revdex.com and we will create the paperwork and send
to the customer on the email on this complaint.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
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 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
Dear Revdex.com,
This complaint has been resolved.
On 4/1/14, we spoke with Mrs. [redacted] and agreed to allow her to return sofa, loveseat, chair, ottoman and tables for credit. Mrs. [redacted] is aware that she has a store credit in the amount of $1684.28, which she must use...
by 6/1/14.
The full details of the reselection have been disclosed to Mrs. [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]
I have reached out to this customer by telephone today
(10.01.2014) and provided her with my direct number for follow up. Bobs
Discount Furniture is very sorry that our customer is experiencing any issues
with her product and we assure our customer that we do stand behind the quality
of our product.
I will need more information and evidence from our
customer to continue my research and come up with a fair and appropriate resolution
that balances both the demands of our customer and the needs of our business.
Please ask that the customer send through photographic
evidence of this concern so that I can confirm the damage is in fact a manufacturing
defect with a review from our professionally trained Service Department.
The customer is more than welcome to reach out to me
directly by phone at ###-###-#### and email me these photos directly to me at [redacted] .
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
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,
Roman">
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] Representative 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.
We, at Bob’s, are unable to approve a return of this merchandise or arrange for
a refund of monies that the customer has been paying to the [redacted]
Company directly. If [redacted] has agreed to pickup the merchandise and
terminate the contract, that agreement is between [redacted] and the
customer. We have no visibility into
this arraignment. We are not able to see
any communication or scheduled pickup; this is between the customer and a
completely different company.
We are sorry, we are
not able to offer any assistance in this matter.
Kindest Regards,
Tracy *. S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Day Revdex.com,
white; line-height: 15pt;">Please pass on our sincerest apologies for
the inconvenience the multiple deliveries 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 their concerns have
been resolved.
Bob’s prides itself on providing quality
service and the best value product for the price. Our primary focus is on
making the concern we caused right so that our customer is satisfied with the
product that they have purchased from us. We have resolved the original concern
and delivered the customer the merchandise originally expected in good
condition. At this time any additional accommodation we feel adequate to offer
to the customer is a form of our apology and at our internal discretion.
I see that this was already approved for a
refund due to the delay in the part order.
Parts are ordered directly from the vendor, we do not stock parts. Each vendor has their own processing
timeframe, and I see for this vendor is does appear to be vendor that takes
about 44 days to ship parts. This is
scheduled to be picked up from the home 3/15/16, I checked to see if we could
offer to exchange the pieces that have the hardware packed with them, they are
out of stock. I apologize that we were
not able to make this right for this customer.
Because this customer purchase through a third party, Acceptance Now, in
the store not through Bob’s Discount Furniture, we do not have control over
their requirements in regards to canceling the contract and receiving a refund.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning [redacted],
I am very sorry for the...
disappointment you are experiencing with your reclining
sofa set and the [redacted] Protection Plan you purchased. I assure you that
Bobs Discount Furniture cares very much to satisfy all our customers and we
stand behind the quality of our products including the protection plan we sell.
The [redacted], as its name depicts and the documents associated with the
plan denote, is for protection against accidental damage and in order for a
claim to qualify for coverage under this plan you must report an accidental occurrence
causing the damage you are reporting. I can certainly understand your
frustration as we have serviced this concern several times for you and are now
denying you coverage.
While I
acknowledge why the denial was received from Bobs Discount Furniture as we
actually begin servicing this merchandise for you and covering the cost of
parts outside of your direct warranty from us, I can also clearly see how you
as a consumer may believe that your protection plan would cover you for such occurrences.
The plan
grants you a one time replacement of the affected furniture should your claim
be accepted. Should you choose the replacement option the one time replacement
fulfills the agreement of your protection plan and the plan is no longer active
on the items that have been replaced. In the interest of fairness we are
willing to approve a one time replacement of the sofa using the protection plan
you assumed covered you continually for this occurrence.
If you would like
this option processed we will place a store credit into the system for you
based on the original price you paid for this reclining sofa. We will also
cover the cost of removing the current item and delivering the new item you
select from our showroom on the same day. If you would like us to enter this
credit for you please respond as ‘satisfied’ through this RevDex.com channel and we will have our retail location reach out to you regarding
the credit.
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
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
Good Morning Revdex.com,
size="3">Please pass on our apologies for the disappointment the customer is experiencing with the resolutions offered by the protection plan she purchased and Bobs Discount Furniture.
Table Credit Concern:
This credit and claim is entered into our system on behalf of a third party company. This customer did place her claim for this table with Bobs Discount Furniture directly and regretfully we have no control over the actions of another business. These guidelines are clearly outlined on the terms and conditions pages of the protection plan the customer purchased (attached). The customer has received a credit for the exact amount paid for on the table.
Please see the 4th bullet point down under [redacted] COVERAGE:, via page number one of these terms and conditions.
If we determine, in our sole discretion that your furniture item cannot be serviced
(cleaned) or repaired, we may replace the affected area. If the affected
area(s) cannot be replaced, you can select a new replacement piece equal
in value up to the original purchase price from the retailer from whom this
Plan was purchased.
Any and all further discussion or resolution regarding this claim must be processed through the protection plan manager that the consumer originally made her claim with ([redacted] Products Inc. /[redacted] Brand Coverage).
Living room Credit Concern:
This is a warranty claim being honored directly from the manufacturer of this product. The manufacturer requires the set to be fully returned to them for various beneficial reasons. As the retailer we are to adhere to the manufacturer’s regulation in order to offer the full credit price for these items. The customer has currently been provided with a fair and adequate resolution for this concern and is now demanding that we work out of policy to satisfy this need on their individual basis. I can understand the desire that comes with this type of demand however it does not in any way benefit our customer to assert that this option should be changed.
In example, part of the agreement from the manufacturer consists of covering the cost of the new delivery fee associated with the new merchandise. This can run anywhere from $100.00 - $399.00, should the customer wish to break the terms of this agreement we will expect the customer to pay a delivery fee should they wish to have any items delivered from us.
The defect the sofa and loveseat are said to be experiencing will only get worse over time and cause a complete material breakdown on the items, this will eventually cause more frustration and unsightliness for the customer and neither Bobs Discount Furniture or [redacted] Protection Products Inc. will owe responsibility to respond to claims with this particular set.
If the customer wishes to reselect to the same set, because they indicate that they have a dear fondness for this style and model, we still have this available in our lineup. With the option we have provided the customer receives a 100% cost free replacement for the sofa and loveseat and it is a common business practice throughout our industry that defective merchandise is expected to be returned to the vendor.
At this time, for the reasons stated above and many more considering all consumers alike, we stand behind the current resolutions set in place by the [redacted] company and our business directly as the most adequate resolutions for these concerns.
Kindest Regards,
[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 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]
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.
With the length of your first email and trying to read it and deal with issue once again while I was working today I did not see you say you were sending me a new chaise cover. This is all I wanted the entire time. As to my level of aggression, if you had any idea the amount of time and energy I have wasted dealing with this issue you would understand completely. I really hope you are addressing the issue of your sales people correctly stating the facts of the insurance because I as told numerous false statements by your staff. And im 100 percent telling you the truth when I tell you [redacted] told me that I was being lied to by [redacted] and they had to cover my claim. You should also from here on out not assume what happened and basically tell a customer they are a liar and that their animal caused the damage. We really did not appreciate this at all and this also added to my Ievel of aggression in my last email, I also do not appreciate the condescending nature of your email in general and putting things in bold letters and underlying them. I am not a child nor do I feel like being treated like one. I appreciate you taking care of the issue finally but really wish it did not have to escalte to this point to finally get a resolution. Your company should really look into the policy you sell because it is a scam, [redacted] has nothing but bad reviews on every site I could find including consumer affairs and I can tell you that personally I will never purchase anything from any company that sells their policies. I work in a luxury customer service enviroment and I can tell you the way this matter was handled would not be acceptable at my place of business and would be addressed and handled immediately! Once again we appreciate Bobs finally giving us a resolution to this matter.
Sincerely,
[redacted]
Good afternoon,
I have since been in contact with [redacted] regarding this incidence and sent over the necessary paperwork that they requested. Also I have been in contact with customer care at bobs over the incidence with the representative Tracy S[redacted] and the unsatisfactory customer service she provided to me and how rudely she handled the situation. My hope is that in the future situations like this can be handled better also I will be reaching out to BOB's over their delivery practices, because when I made my purchases at BOB's no one made me aware that at outside company would be delivering it and it wasn't one the paperwork that I signed. So I will be following up with that information so other customers do not have to go through this difficult situation.
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 see that this customer has already spoken with my
colleague and it appears the customer will be working closely with [redacted] to
rectify the situation and reach a satisfactory outcome. Compensation has been
offered and accepted as a refund to the Wells Fargo account. Audrey will be watching the order until the
last piece has been delivered. This
delivery is currently scheduled for 1.13.17.
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
Complaint: [redacted]
I am rejecting this response because: NO ONE IN MY HOME PLACED ANYTHING ON THIS SERVER THAT CAUSED THAT STAIN! that means it's a manufacturer defect! When I called Bob's on 6/14/2016 I told the young man that there was a stain in the marble that had not been noticed and while cleaning it with a wet towel (with water only) it had a rough feel to it. I also told him that we had not done anything to the server (meaning we had not used it) so it had to come from the manufacturer this way and he told me that he was submitting the information and that I would get an email and to follow their instructions. I was never given an option for Bob" technician to come out to look at the stain or more importantly to touch it. I asked him should this be a claim? He continued to tell me that I would be contacted by email and follow instructions. Regardless to this, I was told by my salesman that whatever happened (tears spills, rips) to any piece it would be covered because Bob stands by his word. He never said be sure to lie and say it was an accident if you notice something so we will cover it! The warranty states that [redacted] plan covers accidents and manufacturers defects. By looking at pictures, how can anyone determine where the damages occurred? How can you look at pictures and determine that the chipped chair leg was a manufacturer defect but the server stain wasn't?
Hypothetically speaking, (meaning this didn't happen), if something was set on the server and left a stain would that be considered intentional or accidental? Why would anyone intentionally damage their own furniture? I wanted a technician sent to my home to investigate the stain. Why was that option never offered? Why is this such a problem? This stain was identified in my home but DID NOT occur in my home! I feel Bob's Furniture protection plan is a scam and not worth the paper it's written on. Right now I am feeling that is may be best for the entire set returned to Bob's and my money refunded.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
face="Calibri">Please pass on our apologies to our customer for the
frustration this concern is causing. We have begun addressing the allegation
that our technician made agreements to have this merchandise replaced however
this is not a common practice of our technicians to do and based on the
documentation our technician provided for this concern it is nearly
unimaginable that such and an occurrence would have taken place. We further
apologize for the lack of follow up this concern received; even when a situation
results in no recourse it is important that our customer has the opportunity to
express their frustrations to us.
Please see the attached document (it contains 8 pages) of
photographs from the service visit on 9.25.2015. Our Account Management
Specialist reviewed this report and these photos with our customer on 10.7.2015
and conveyed the regrettable result that this type of animal damage (most
viewable in the photos that reflect the wiring) is not covered under the
protection plan or the manufacturing warranty of the set. The fact that the
recliner is not working cannot be contributed to a defect in workmanship and we
stand behind the integrity of our technician’s report and the evidence presented
in the attached photographs.
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.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate 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] 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 Afternoon Revdex.com-
10pt;">We are very sorry that there was miscommunication and
confusion on this order. This caused
unacceptable delays in having the bed correctly assembled. The issue was finally identified and a
resolution was offered.
Normally we offer any type of additional apology in the form of a Bobs Discount
Furniture Gift Card because as a business we understand the importance of
earning our customer’s trust back and proving to our customer that delivery
failures are not part of the normal daily operations that have helped us grow
to be the 15th largest furniture retailer in the U.S. We also wish
to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. Should the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our Showrooms or pit
locations as our free gift of apology.
As a token of apology we would like to offer this
customer a Bob’s store credit in the amount of $200. If the customer would like to accept this
offer please accept through the Revdex.com and we will create the paperwork and send
to the customer on the email on this complaint.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
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 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
Dear Revdex.com,
This complaint has been resolved.
On 4/1/14, we spoke with Mrs. [redacted] and agreed to allow her to return sofa, loveseat, chair, ottoman and tables for credit. Mrs. [redacted] is aware that she has a store credit in the amount of $1684.28, which she must use...
by 6/1/14.
The full details of the reselection have been disclosed to Mrs. [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,
I have reached out to this customer by telephone today
(10.01.2014) and provided her with my direct number for follow up. Bobs
Discount Furniture is very sorry that our customer is experiencing any issues
with her product and we assure our customer that we do stand behind the quality
of our product.
I will need more information and evidence from our
customer to continue my research and come up with a fair and appropriate resolution
that balances both the demands of our customer and the needs of our business.
Please ask that the customer send through photographic
evidence of this concern so that I can confirm the damage is in fact a manufacturing
defect with a review from our professionally trained Service Department.
The customer is more than welcome to reach out to me
directly by phone at ###-###-#### and email me these photos directly to me at [redacted] .
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
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,
Roman">
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] Representative 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.
We, at Bob’s, are unable to approve a return of this merchandise or arrange for
a refund of monies that the customer has been paying to the [redacted]
Company directly. If [redacted] has agreed to pickup the merchandise and
terminate the contract, that agreement is between [redacted] and the
customer. We have no visibility into
this arraignment. We are not able to see
any communication or scheduled pickup; this is between the customer and a
completely different company.
We are sorry, we are
not able to offer any assistance in this matter.
Kindest Regards,
Tracy *. S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Day Revdex.com,
white; line-height: 15pt;">Please pass on our sincerest apologies for
the inconvenience the multiple deliveries 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 their concerns have
been resolved.
Bob’s prides itself on providing quality
service and the best value product for the price. Our primary focus is on
making the concern we caused right so that our customer is satisfied with the
product that they have purchased from us. We have resolved the original concern
and delivered the customer the merchandise originally expected in good
condition. At this time any additional accommodation we feel adequate to offer
to the customer is a form of our apology and at our internal discretion.
I see that this was already approved for a
refund due to the delay in the part order.
Parts are ordered directly from the vendor, we do not stock parts. Each vendor has their own processing
timeframe, and I see for this vendor is does appear to be vendor that takes
about 44 days to ship parts. This is
scheduled to be picked up from the home 3/15/16, I checked to see if we could
offer to exchange the pieces that have the hardware packed with them, they are
out of stock. I apologize that we were
not able to make this right for this customer.
Because this customer purchase through a third party, Acceptance Now, in
the store not through Bob’s Discount Furniture, we do not have control over
their requirements in regards to canceling the contract and receiving a refund.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning [redacted],
I am very sorry for the...
disappointment you are experiencing with your reclining
sofa set and the [redacted] Protection Plan you purchased. I assure you that
Bobs Discount Furniture cares very much to satisfy all our customers and we
stand behind the quality of our products including the protection plan we sell.
The [redacted], as its name depicts and the documents associated with the
plan denote, is for protection against accidental damage and in order for a
claim to qualify for coverage under this plan you must report an accidental occurrence
causing the damage you are reporting. I can certainly understand your
frustration as we have serviced this concern several times for you and are now
denying you coverage.
While I
acknowledge why the denial was received from Bobs Discount Furniture as we
actually begin servicing this merchandise for you and covering the cost of
parts outside of your direct warranty from us, I can also clearly see how you
as a consumer may believe that your protection plan would cover you for such occurrences.
The plan
grants you a one time replacement of the affected furniture should your claim
be accepted. Should you choose the replacement option the one time replacement
fulfills the agreement of your protection plan and the plan is no longer active
on the items that have been replaced. In the interest of fairness we are
willing to approve a one time replacement of the sofa using the protection plan
you assumed covered you continually for this occurrence.
If you would like
this option processed we will place a store credit into the system for you
based on the original price you paid for this reclining sofa. We will also
cover the cost of removing the current item and delivering the new item you
select from our showroom on the same day. If you would like us to enter this
credit for you please respond as ‘satisfied’ through this RevDex.com channel and we will have our retail location reach out to you regarding
the credit.
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
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
Good Morning Revdex.com,
size="3">Please pass on our apologies for the disappointment the customer is experiencing with the resolutions offered by the protection plan she purchased and Bobs Discount Furniture.
Table Credit Concern:
This credit and claim is entered into our system on behalf of a third party company. This customer did place her claim for this table with Bobs Discount Furniture directly and regretfully we have no control over the actions of another business. These guidelines are clearly outlined on the terms and conditions pages of the protection plan the customer purchased (attached). The customer has received a credit for the exact amount paid for on the table.
Please see the 4th bullet point down under [redacted] COVERAGE:, via page number one of these terms and conditions.
If we determine, in our sole discretion that your furniture item cannot be serviced
(cleaned) or repaired, we may replace the affected area. If the affected
area(s) cannot be replaced, you can select a new replacement piece equal
in value up to the original purchase price from the retailer from whom this
Plan was purchased.
Any and all further discussion or resolution regarding this claim must be processed through the protection plan manager that the consumer originally made her claim with ([redacted] Products Inc. /[redacted] Brand Coverage).
Living room Credit Concern:
This is a warranty claim being honored directly from the manufacturer of this product. The manufacturer requires the set to be fully returned to them for various beneficial reasons. As the retailer we are to adhere to the manufacturer’s regulation in order to offer the full credit price for these items. The customer has currently been provided with a fair and adequate resolution for this concern and is now demanding that we work out of policy to satisfy this need on their individual basis. I can understand the desire that comes with this type of demand however it does not in any way benefit our customer to assert that this option should be changed.
In example, part of the agreement from the manufacturer consists of covering the cost of the new delivery fee associated with the new merchandise. This can run anywhere from $100.00 - $399.00, should the customer wish to break the terms of this agreement we will expect the customer to pay a delivery fee should they wish to have any items delivered from us.
The defect the sofa and loveseat are said to be experiencing will only get worse over time and cause a complete material breakdown on the items, this will eventually cause more frustration and unsightliness for the customer and neither Bobs Discount Furniture or [redacted] Protection Products Inc. will owe responsibility to respond to claims with this particular set.
If the customer wishes to reselect to the same set, because they indicate that they have a dear fondness for this style and model, we still have this available in our lineup. With the option we have provided the customer receives a 100% cost free replacement for the sofa and loveseat and it is a common business practice throughout our industry that defective merchandise is expected to be returned to the vendor.
At this time, for the reasons stated above and many more considering all consumers alike, we stand behind the current resolutions set in place by the [redacted] company and our business directly as the most adequate resolutions for these concerns.
Kindest Regards,
[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]