Complaint: [redacted]
I am rejecting this response because: I do not find your offer of a gift card in the amount of my warranty cost as an except able refund. As your own BOB's policy stated " for any refund you may accept a Bob's discount furniture gift card. For non gift card refunds, except as other wise noted, we will immediately credit the same credit card account on which you charged the original transaction, or we will mail you a refund check from our corporate offices within fourteen (14) days if you had made your payment by cash, check, traveler's check, money order or debit card." I believe in this circumstance a refund check from your corporate office is more then appropriate.
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.
We look forward to using the $[redacted] in store reselection credit to hopefully choose a set that will last better than our current one. While we're not quite convinced that delivery will cost $99 (on our last check, it was $[redacted] to our home according to the website) and we're disappointed that we can't donate the couches on our own terms (we were hoping to be able to give them to the fraternity house that we both lived in as they don't care about any furniture condition). we understand that Bob's is a company and isn't going to give us anything without getting something in return. We know that these will be sold in the pit at the local store and there's nothing we can do about that practice.
Thank you for agreeing to work with us on this and we're hoping that this reselection will go over smoothly.
All we really wanted out of this was the cushion replacements the tech had told us we were entitled to, but if we have to take the time to select a new set and spend additional money, then it's fine.
Sincerely,
[redacted]
Good Morning Mr. [redacted],Thank you for choosing Bob's Discount Furniture. I apologize if the furniture and goof proof plan have failed to meet your expectations.I have researched your account and understand that you spoke with customer care on May 8, 2015 regarding the concerns...
expressed in your Revdex.com complaint. You indicate that the sofa was delivered however, our records indicate that you picked it up, transported and moved it into your home on March 19, 2013. Furthermore you state that the sofa frame has been broken since March 2013 however, the first note on your account regarding your concern with the sofa frame was May 2015. Based on the amount of time that has lapsed since the date of pick up and your initial report, it is unclear how the damage would have occurred. As for the goof proof plan, frame damage may be covered if there is a "covered accidental occurrence" and the claim is properly reported. Pet damage resulting from the teeth, beak or claws is not covered.Bob's Discount Furniture prides itself on being honest and upfront with the products and services we offer; I apologize if you believe that any portion of your sale was misrepresented. Customer satisfaction is our ultimate goal and we vow to stand behind the merchandise we sell. In an effort to restore your faith in our company and the sofa you purchased, I will be happy to schedule one of our technicians to visit your home, assess the damage to the sofa frame and provide best effort repair, if possible. I have processed the necessary paperwork for this appointment and ask that you contact our customer care department to schedule the visit. Depending upon the location of the claw marks you may be able to purchase replacement toss pillows or seat casings. Bob's Discount Furniture nor Guardian goof proof covers that specific pet damage, free of charge. When contacting customer care, please reference [redacted].Your business is appreciated and we hope that you find our offer(s) for recourse acceptable.Thank you,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have choose to go with option #2. I find that this resolution is satisfactory to me. Thank you very much with you assistance in this matter! :-) :-)
Sincerely,
[redacted]
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] 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 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.
We delivered this
merchandise on 11.15.16 we have made one attempt at exchange on 11.16.16. From the first call this customer made that
have requested compensation as a large refund. We have explained that due to
this being an [redacted] order the only option for compensation we have is
a Bob’s Gift Card. If this customer would
like to explore other options they must do so with [redacted] only.
Kindest Regards,
Tracy ** S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
We are no longer interested in working with the vendor for a replacement product. All photos were previously submitted to the vendor's CSR who refused to provide a replacement.
Sincerely,
[redacted]
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-
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was updated
on 1.10.14 and the customer now has Goof Proof Plus in effect until
1.15.18. Unfortunately, when the customer
called in looking for service, the agent must not have seen this upgrade and
provided the customer with inaccurate information. We are very sorry if this caused frustration
or delay.
This warranty has two aspects. Through Bob’s this customer is covered for
manufacturing defects. Manufacturing
defects must either be verified through a Bob’s technician visit and report or
through the customer submitting photos which are then reviewed by a staff
trained specifically in that area. The
customer can receive unlimited parts and service during the warranty period.
The other side of this warranty is through a third party
company, [redacted]. [redacted] covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident in the home and
not through everyday use, misuse or abuse of the merchandise.
I reviewed the claims the customer submitted to [redacted]. The claims were denied as they did not meet
the established criteria. The first
claim was denied as it was for loose/wobbly furniture. That is a call that should have come to Bob’s. We did send out our technician at that time
to tighten the pieces. The second claim
was denied as the customer reported that the movers had damaged the pieces in
the move. That is a claim that should
have been made to the moving company hired by the customer.
I have set up a service for our technician to come to the
home and tighten the pieces. The service
is saved under the customer’s phone number.
When the customer is ready they can call into customer care to schedule
at their convenience ###-###-####.
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
Morning Revdex.com,
We are very sorry for the damaged
delivery and the poor communication that
this customer has had to deal with. I have
already spoken to this customer through another channel and have offered
compensation which has been accepted.
We are very sorry that any
customer should have to encounter so many issues and we look forward to this customer
receiving their delivery tomorrow.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care 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
I've received pictures of items I see everyday. I haven't received a solution since day one I had this problem. I want those items replaced or fixed to it's original stage (purchase day) same material. Last time they put a hard material on the sofa and did a poor fixing on the table chairs, I believe if I buy something and it gets damaged soon I'm entitled to a new one or if they going to fix it, then it must be fixed to it's original looks. I spoken to several other clients and family and same problems have been accurring. We are nice people but we need solutions too. Please do not ignore this matter
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
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
size="3">
Good Afternoon Revdex.com-
In an extreme effort to meet this
consumer’s demands for resolution we will make a one time only courtesy offer
for resolution (listed below). Should the customer wish to accept this offer
they are able to go to any Bob’s Discount Furniture
As this is a one time courtesy- It should be expected that for any
future occurrences of concern, on any other sales order, this individual
consumer is agreeing to adhere to the terms and conditions of their warranty
coverage and the determinations of Bobs Discount Furniture’s Service
Professionals. Our Service Policy is fully disclosed on the customer’s sales
invoice and provided at the time of sale.
Courtesy Offer for Resolution:
We are offering 100% credit on the
stairway unit only. This will fulfill
the one time replacement that the [redacted] insurance covers. I have set up
the paperwork if this customer wishes to have the new stairway covered for five
years the cost of adding [redacted] insurance would be $39.99. We will cover the delivery fee and
installation. When the team comes to
home with new unit they will remove old pieces. If the customer wishes to have the GPP
added please call ###-###-#### when you hear Bob’s voice hit 1 to be
connected. The store will be able to
schedule the exchange.
Kindest Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
I bought couches from Bobs three years ago. They under went normal wear but were maintained the entire time. One of my couches has a completely broken wooden frame and is unusable!! Both couches have PEELING LEATHER!! I contacted Bobs and " [redacted]" and no remedy what so ever was offered!! I expected these couches to last more than 3 years. Buyer Beware the value is not there if you plan on keeping your furniture for more than a year or so. Also read the description of the " [redacted]" warranty as the salesman will not give you an accurate description of what it actually covers
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 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
Good Morning Revdex.com,
face="Calibri">Based on the account of occurrences the customer is
reporting we stand behind the fact that Guardian is following the terms and
conditions of the protection plan set forth for all consumers alike.
The occurrence of damage while using an item (any item- I.E.
a lawnmower, a vehicle, a washing or drying machine) for its intended purpose
is not considered an accident in most every industry. The cause of such damages
under normal use (like sitting in a chair that was built specifically for such
an act) is most likely related to normal wear/tear (the customer has had possession
of this merchandise for several years) or a manufacturing defect within the
product itself. The Bobs Discount Furniture manufacturing warranty was valid
for one year on this purchase and expired in 2013. Reporting that you have been
using a chair, which is manufactured and intended for sitting, as a step stool
is in fact abuse of the product and its basic material make up. Our Bob’s Technician
who was in the home on 7.17.2015 determined that these chairs are experiencing
signs of wear and tear and did the best he could to fix what was repairable
outside of any direct warranty coverage associated with Bobs.
While Guardian is a partner of ours and we do continually
stand behind the choices this partner makes under their accidental coverage
guidelines, we will provide the customer with a Bobs Discount Furniture Store
Credit for the 4 side chairs/ 2 arm chairs purchased. By accepting this store credit the customer is compliant with and acknowledging
that the goof proof coverage they purchased for these particular chairs has
been fulfilled. The protection will no longer be active on these chairs
as the plan offers a one time replacement credit on merchandise within the 5
year period of coverage. We will not be responsible for removing the current
chairs the customer has possession of and the store credit can be used at any
of our retail locations towards the purchase of new chairs.
The electronic credit has been uploaded to the customer’s
records and be accessed by our sales associates using this order number: [redacted].
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon [redacted]
line-height: 15pt;">I sincerely apologize for the inconvenience
the availability of your part order has caused you. I can understand your
frustration. I truly wish we could get this merchandise to
you sooner than the current scheduled date of June.
Parts are ordered directly from the vendor,
they are not something we keep in stock.
As we do not manufacture merchandise ourselves, we are forced to rely on
our vendors to ship parts when necessary.
We have reached out to this customer directly
via phone and email and offered possible solutions for this part issue. We are very sorry we have disappointed this
customer.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
size="3">
We apologize that you have been experiencing so much disappointment
with your product and feel so let down by your ‘[redacted]’ plan. I have
reviewed your complete account history and find no report of disappointment
made directly to Bobs Discount Furniture from you. I fear you may have been
reporting your concerns directly to the third party company that manages the ‘[redacted]’ protection plan and not the Customer Care Office at Bobs Discount
Furniture.
[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. As the manager of the plan, [redacted] is responsible for sending the
consumer the plan documents. Should the customer decide that they would like to
review the complete plan documents as the flyer suggests and they don’t have
these documents, we assume (as any retailer would) that the customer would then
try and obtain said documents for review. Had we been made aware of the need
for these terms and conditions we most certainly would have provided them upon
any request. As it is not typically a document we provide we literally have no
way of knowing whether the consumer has received the complete plan or not and
we see no reason not to trust that [redacted] is continually sending these
documents as many claims for coverage are routinely approved.We again apologize that you didn’t receive the service
expected from the [redacted] company and are willing to look into your claim
further to see how we may be able to help you directly outside of your warranty
period through Bobs.
At this time we ask that you provide photographic
evidence via this Revdex.com channel of the damage you assert exists.
To
move forward please send a minimum of three (3) pictures (in color), I have
listed the requirements below to ensure our request is specifically notated:
-Minimum 3 Photos of the Sofa Sectional:
- 1 Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the sofa sectional
- 1 Picture that clearly shows the damage
marks (I am assuming seam tearing/ripping) at close range on the chaise.
-1 Picture that clearly shows the damage marks
(I am assuming seam tearing/ripping) at close range on the back cushions.
We
will review these photos with our Service Management Team and respond with
what, if any, options for resolution we may have to offer you.
Kindest
Regards,
[redacted]
Bobs
Discount Furniture[redacted]
Complaint: [redacted]
I am rejecting this response because: I do not find your offer of a gift card in the amount of my warranty cost as an except able refund. As your own BOB's policy stated " for any refund you may accept a Bob's discount furniture gift card. For non gift card refunds, except as other wise noted, we will immediately credit the same credit card account on which you charged the original transaction, or we will mail you a refund check from our corporate offices within fourteen (14) days if you had made your payment by cash, check, traveler's check, money order or debit card." I believe in this circumstance a refund check from your corporate office is more then appropriate.
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.
We look forward to using the $[redacted] in store reselection credit to hopefully choose a set that will last better than our current one. While we're not quite convinced that delivery will cost $99 (on our last check, it was $[redacted] to our home according to the website) and we're disappointed that we can't donate the couches on our own terms (we were hoping to be able to give them to the fraternity house that we both lived in as they don't care about any furniture condition). we understand that Bob's is a company and isn't going to give us anything without getting something in return. We know that these will be sold in the pit at the local store and there's nothing we can do about that practice.
Thank you for agreeing to work with us on this and we're hoping that this reselection will go over smoothly.
All we really wanted out of this was the cushion replacements the tech had told us we were entitled to, but if we have to take the time to select a new set and spend additional money, then it's fine.
Sincerely,
[redacted]
Good Morning Mr. [redacted],Thank you for choosing Bob's Discount Furniture. I apologize if the furniture and goof proof plan have failed to meet your expectations.I have researched your account and understand that you spoke with customer care on May 8, 2015 regarding the concerns...
expressed in your Revdex.com complaint. You indicate that the sofa was delivered however, our records indicate that you picked it up, transported and moved it into your home on March 19, 2013. Furthermore you state that the sofa frame has been broken since March 2013 however, the first note on your account regarding your concern with the sofa frame was May 2015. Based on the amount of time that has lapsed since the date of pick up and your initial report, it is unclear how the damage would have occurred. As for the goof proof plan, frame damage may be covered if there is a "covered accidental occurrence" and the claim is properly reported. Pet damage resulting from the teeth, beak or claws is not covered.Bob's Discount Furniture prides itself on being honest and upfront with the products and services we offer; I apologize if you believe that any portion of your sale was misrepresented. Customer satisfaction is our ultimate goal and we vow to stand behind the merchandise we sell. In an effort to restore your faith in our company and the sofa you purchased, I will be happy to schedule one of our technicians to visit your home, assess the damage to the sofa frame and provide best effort repair, if possible. I have processed the necessary paperwork for this appointment and ask that you contact our customer care department to schedule the visit. Depending upon the location of the claw marks you may be able to purchase replacement toss pillows or seat casings. Bob's Discount Furniture nor Guardian goof proof covers that specific pet damage, free of charge. When contacting customer care, please reference [redacted].Your business is appreciated and we hope that you find our offer(s) for recourse acceptable.Thank you,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have choose to go with option #2. I find that this resolution is satisfactory to me. Thank you very much with you assistance in this matter! :-) :-)
Sincerely,
[redacted]
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] 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 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.
We delivered this
merchandise on 11.15.16 we have made one attempt at exchange on 11.16.16. From the first call this customer made that
have requested compensation as a large refund. We have explained that due to
this being an [redacted] order the only option for compensation we have is
a Bob’s Gift Card. If this customer would
like to explore other options they must do so with [redacted] only.
Kindest Regards,
Tracy ** S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
We are no longer interested in working with the vendor for a replacement product. All photos were previously submitted to the vendor's CSR who refused to provide a replacement.
Sincerely,
[redacted]
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-
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was updated
on 1.10.14 and the customer now has Goof Proof Plus in effect until
1.15.18. Unfortunately, when the customer
called in looking for service, the agent must not have seen this upgrade and
provided the customer with inaccurate information. We are very sorry if this caused frustration
or delay.
This warranty has two aspects. Through Bob’s this customer is covered for
manufacturing defects. Manufacturing
defects must either be verified through a Bob’s technician visit and report or
through the customer submitting photos which are then reviewed by a staff
trained specifically in that area. The
customer can receive unlimited parts and service during the warranty period.
The other side of this warranty is through a third party
company, [redacted]. [redacted] covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident in the home and
not through everyday use, misuse or abuse of the merchandise.
I reviewed the claims the customer submitted to [redacted]. The claims were denied as they did not meet
the established criteria. The first
claim was denied as it was for loose/wobbly furniture. That is a call that should have come to Bob’s. We did send out our technician at that time
to tighten the pieces. The second claim
was denied as the customer reported that the movers had damaged the pieces in
the move. That is a claim that should
have been made to the moving company hired by the customer.
I have set up a service for our technician to come to the
home and tighten the pieces. The service
is saved under the customer’s phone number.
When the customer is ready they can call into customer care to schedule
at their convenience ###-###-####.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
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...
Morning Revdex.com,
We are very sorry for the damaged
delivery and the poor communication that
this customer has had to deal with. I have
already spoken to this customer through another channel and have offered
compensation which has been accepted.
We are very sorry that any
customer should have to encounter so many issues and we look forward to this customer
receiving their delivery tomorrow.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care 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
I've received pictures of items I see everyday. I haven't received a solution since day one I had this problem. I want those items replaced or fixed to it's original stage (purchase day) same material. Last time they put a hard material on the sofa and did a poor fixing on the table chairs, I believe if I buy something and it gets damaged soon I'm entitled to a new one or if they going to fix it, then it must be fixed to it's original looks. I spoken to several other clients and family and same problems have been accurring. We are nice people but we need solutions too. Please do not ignore this matter
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
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
size="3">
Good Afternoon Revdex.com-
In an extreme effort to meet this
consumer’s demands for resolution we will make a one time only courtesy offer
for resolution (listed below). Should the customer wish to accept this offer
they are able to go to any Bob’s Discount Furniture
As this is a one time courtesy- It should be expected that for any
future occurrences of concern, on any other sales order, this individual
consumer is agreeing to adhere to the terms and conditions of their warranty
coverage and the determinations of Bobs Discount Furniture’s Service
Professionals. Our Service Policy is fully disclosed on the customer’s sales
invoice and provided at the time of sale.
Courtesy Offer for Resolution:
We are offering 100% credit on the
stairway unit only. This will fulfill
the one time replacement that the [redacted] insurance covers. I have set up
the paperwork if this customer wishes to have the new stairway covered for five
years the cost of adding [redacted] insurance would be $39.99. We will cover the delivery fee and
installation. When the team comes to
home with new unit they will remove old pieces. If the customer wishes to have the GPP
added please call ###-###-#### when you hear Bob’s voice hit 1 to be
connected. The store will be able to
schedule the exchange.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
I bought couches from Bobs three years ago. They under went normal wear but were maintained the entire time. One of my couches has a completely broken wooden frame and is unusable!! Both couches have PEELING LEATHER!! I contacted Bobs and " [redacted]" and no remedy what so ever was offered!! I expected these couches to last more than 3 years. Buyer Beware the value is not there if you plan on keeping your furniture for more than a year or so. Also read the description of the " [redacted]" warranty as the salesman will not give you an accurate description of what it actually covers
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
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
Good Morning Revdex.com,
face="Calibri">Based on the account of occurrences the customer is
reporting we stand behind the fact that Guardian is following the terms and
conditions of the protection plan set forth for all consumers alike.
The occurrence of damage while using an item (any item- I.E.
a lawnmower, a vehicle, a washing or drying machine) for its intended purpose
is not considered an accident in most every industry. The cause of such damages
under normal use (like sitting in a chair that was built specifically for such
an act) is most likely related to normal wear/tear (the customer has had possession
of this merchandise for several years) or a manufacturing defect within the
product itself. The Bobs Discount Furniture manufacturing warranty was valid
for one year on this purchase and expired in 2013. Reporting that you have been
using a chair, which is manufactured and intended for sitting, as a step stool
is in fact abuse of the product and its basic material make up. Our Bob’s Technician
who was in the home on 7.17.2015 determined that these chairs are experiencing
signs of wear and tear and did the best he could to fix what was repairable
outside of any direct warranty coverage associated with Bobs.
While Guardian is a partner of ours and we do continually
stand behind the choices this partner makes under their accidental coverage
guidelines, we will provide the customer with a Bobs Discount Furniture Store
Credit for the 4 side chairs/ 2 arm chairs purchased. By accepting this store credit the customer is compliant with and acknowledging
that the goof proof coverage they purchased for these particular chairs has
been fulfilled. The protection will no longer be active on these chairs
as the plan offers a one time replacement credit on merchandise within the 5
year period of coverage. We will not be responsible for removing the current
chairs the customer has possession of and the store credit can be used at any
of our retail locations towards the purchase of new chairs.
The electronic credit has been uploaded to the customer’s
records and be accessed by our sales associates using this order number: [redacted].
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon [redacted]
line-height: 15pt;">I sincerely apologize for the inconvenience
the availability of your part order has caused you. I can understand your
frustration. I truly wish we could get this merchandise to
you sooner than the current scheduled date of June.
Parts are ordered directly from the vendor,
they are not something we keep in stock.
As we do not manufacture merchandise ourselves, we are forced to rely on
our vendors to ship parts when necessary.
We have reached out to this customer directly
via phone and email and offered possible solutions for this part issue. We are very sorry we have disappointed this
customer.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon [redacted],
size="3">
We apologize that you have been experiencing so much disappointment
with your product and feel so let down by your ‘[redacted]’ plan. I have
reviewed your complete account history and find no report of disappointment
made directly to Bobs Discount Furniture from you. I fear you may have been
reporting your concerns directly to the third party company that manages the ‘[redacted]’ protection plan and not the Customer Care Office at Bobs Discount
Furniture.
[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. As the manager of the plan, [redacted] is responsible for sending the
consumer the plan documents. Should the customer decide that they would like to
review the complete plan documents as the flyer suggests and they don’t have
these documents, we assume (as any retailer would) that the customer would then
try and obtain said documents for review. Had we been made aware of the need
for these terms and conditions we most certainly would have provided them upon
any request. As it is not typically a document we provide we literally have no
way of knowing whether the consumer has received the complete plan or not and
we see no reason not to trust that [redacted] is continually sending these
documents as many claims for coverage are routinely approved.We again apologize that you didn’t receive the service
expected from the [redacted] company and are willing to look into your claim
further to see how we may be able to help you directly outside of your warranty
period through Bobs.
At this time we ask that you provide photographic
evidence via this Revdex.com channel of the damage you assert exists.
To
move forward please send a minimum of three (3) pictures (in color), I have
listed the requirements below to ensure our request is specifically notated:
-Minimum 3 Photos of the Sofa Sectional:
- 1 Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the sofa sectional
- 1 Picture that clearly shows the damage
marks (I am assuming seam tearing/ripping) at close range on the chaise.
-1 Picture that clearly shows the damage marks
(I am assuming seam tearing/ripping) at close range on the back cushions.
We
will review these photos with our Service Management Team and respond with
what, if any, options for resolution we may have to offer you.
Kindest
Regards,
[redacted]
Bobs
Discount Furniture[redacted]