Complaint: [redacted]
I am rejecting this response because:
I will have the pictures taken and the mattress measured. When measured last week the width was 54 inches. I did not measure the length at that time because I thought it was the same as a full or queen. But will have the length measured this time.
Also, your measurements just given to me are wrong, as I have called your stores:
[redacted] in [redacted] says a full is 54 x 75
[redacted] in [redacted] says a full is 54 x 75
you are telling me it is 53 x 75.
Which is [redacted]'s way of just trying to steal a little in her favor, just [redacted] putting a spin on it.
Another thing [redacted], there is not going to be a "massive" space difference when the picture is taken. Because if the mattress is fairly centered on the box spring, the difference on each side would only be 3 inches on each side. THis is NOT a MASSIVE space.
A queen mattress that we paid for s/b 60 x 80. Not 54 inches, not 53, not 54 1/2, it should be 60.
We will have the picture for you around Sunday, as the mattress is at our house in [redacted] and we are not there right now.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Both issues were reported to them at the same time. The damage was found when the person was inspecting the foundation, which was not moved since the install. The foundation was damaged either prior to arriving at out house or when the delivery persons put it in the house.
This company has no communication skills and does not want to take any responsibility for any of the issues. They could have at least responded to my house to see the damaged foundation, and they wouldn't even do that. Regardless of the first issue being their fault or not, the damaged foundation is still on them.
We have no use for them, and that was why we were putting the review on the Revdex.com site, so that other consumers are aware.
Sincerely,
[redacted]
Please pass on our sincerest apologies for the inconvenience
the multiple deliveries and damaged product continues to cause our customer. We
can certainly understand the customer’s frustration and assure our customer
that we never intended to disappointment them or cause them any aggravations.
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.
As
the retailer we do take full responsibility for the disappointments that may
have occurred at the factory overseas or during the extensive transit the
merchandise endures prior to arriving to our customer. We want nothing more
than to make our failures right and provide our customer with the merchandise
they selected in the condition they expected. Regretfully like any other
business that involves a mass amount of daily shipments, there are aspects of the
delivery end that are not always within our control.
To maximize efficiency and keep the
delivery service fair for all consumers alike we route all of our deliveries
using a computer system that registers distances between all of the sub
contracted trucking depots and the customer’s stops that are scheduled. Once
this electronic routing process is completed an automated calling system makes
contact with our customers and provides an estimated four hour window for
arrival. On a very large scale out of 4,000 deliveries a day this process allows
for a smooth completion of delivery. We communicate this via many facets to
remain as honest and transparent as possible with our customers. Some of those
facets include the trifold provided at the time of sale and the ‘Delivery
Tracker’ available through our website. While we can request timeframes, as a
retailer we can never expect to know if our routing department will be able to
honor that request or what events will occur out of our direct control on the
road when the delivery date arrives. For example, if one customer cancels, is
not at home, or has an area that is not cleared for delivery it can cause the
team to run earlier or later than expected.
We further apologize for any
confusion that may have been present during our interactions regarding the team
possibly coming back on the previously scheduled delivery dates and we are in
the process of locating these recording to address any coaching concerns
present within these calls. It is common practice and our representatives are
continually trained to advise the customer to contact us once they have arrived
back to their residence and are physically available to accept delivery. As a
business we cannot confirm if/when someone is actually present in the residence
for delivery- therefore we rely on the customer contacting us in this case so
that we can map where the team currently is in reference to the customer’s stop.
At that point we can see if the ‘Go –Back’ request is even possible.
A time frame guarantee for after
3:30pm on a weekday is not a proactive resolution for our customer. There are
too many variables that cannot be controlled by our business in regards to the
other customers/other merchandise/weather /traffic conditions/etc. on the run
for that day. We most certainly do not want to let our customer down again.
Please see below for a list of possible avenues available
for proactive resolution:
·
A first stop time frame request for the
foundation exchange on a week day is more reasonably honored without negatively
affecting our customer and although there are still variables beyond our
control there is far less chance of failure. This would mean we could schedule
for a weekday and request the customer be placed in a 6:30a -10:30a timeframe
slot. Requesting this is done as a first stop then allows the customer to be
placed closer to the estimated
6:30am arrival time. Once the delivery has been successfully completed and our
customer is satisfied with the merchandise we will further offer to refund ½ of
the delivery fee paid to us as an offer of compensation.
Or-
·
We can offer to complete the exchange on the
next available Saturday that we have in our schedule. Our routing department
will have a very hard time honoring any time frame request for an even exchange
on a Saturday so we will not permit a time frame request be entered under this
option for resolution (currently the next available date is: December 12, 2015
-12.12.2015 ) Should the customer accept this option for resolution, we do
understand that it may cause further inconveniences to their lifestyle
therefore we will compensate by refunding the entire delivery fee paid to us
after the merchandise has been exchanged and the customer is fully satisfied.
Or-
·
If the customer would like the full price of
the foundation refunded to them (the sales invoice lists this as $132.70.) we
can offer to accommodate that request with the understanding and customer
acceptance that this foundation has NO remaining warranty associated with it.
There is currently a 10 year non prorated warranty on this item and this will
be voided out should the full purchase price be refunded.
Or-
·
If the customer would like to keep the
foundation with the logged damage (we have a description of a dent and a small
tear on the left side facing top corner) and also keep the 10 year non prorated
warranty active on the foundation we can offer to refund 30% of the purchase
price for the foundation to settle this concern (30% = $39.81.)
Please
note that any refund will be processed to the original method of payment which
in this case is the original credit card used.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Morning Revdex.com,
Please pass on our sincerest apologies
for the inconvenience that multiple deliveries caused our customer. We can
certainly understand the customer’s frustration.
Bob’s prides itself on providing
quality service and the best value product for the price. Our primary focus is
on making the concern we caused right so that our customer is satisfied with
the product that they have purchased from us. While it is not normal procedure
to so we recognized that we have failed our customer and the store immediately
offered to waive the delivery fee for the inconvenience.
The remaining pieces of the bed that
were on backorder, the storage drawers are scheduled to be delivered on
4/4/16. At that time the bed will be
completed. We are very sorry that we had
to inconvenience this customer with multiple deliveries.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com-
line-height: 15pt;">We are very sorry that this customer did
not completely understand the discount on the chair. We understand from store management that at
the time the sale was written up, this customer had asked for the discounted
price, it was explained to the customer, before the purchase was completed,
that the chairs that this customer was ordering would be full price, as they
were brand new factory fresh merchandise, not floor models. The customer had the option of completing the
sale or canceling at that time. The customer
completed the sale with knowledge of the price point.
We have attached a copy of the tag that is
attached to every floor model. We do
believe that it is clearly labeled that the discount is for the floor model
only, it is listed across the bottom of every hang tag, “floor sample
merchandise is sold “AS IS” with no warranty, returns or delivery available”
We are sorry that this customer feels that
they were misled. We do feel that the
tags adequately reflect that the discount is for floor models only. We can not extend any offer to discount these
pieces.
From: [redacted]
Sent: Tuesday, April 15, 2014 10:41 AM
To: [redacted]
Subject: Resolution on claim [redacted]
My Complaint # [redacted] was resolved by Bob's Discount Furniture store. They replaced my 2 damaged couches for 2 new ones....
Complaint: [redacted]
I am rejecting this response because: I never asked for a stop payment on the check and neither did my mother. If this was the case, I would love to know who was the person we spoke to and on what day did we make this request that would "go outside of [your company] policy".
I believe your store employees are confused because my mother did ask for a cash refund after she was disrespected and canceled the purchase, but this request was made on May 17, 2016, three days after the purchase was made. However, she was told that she would have to receive the refund in the same method that she paid, which was via check and it would take sixteen (16) days for a check to be disbursed and mailed from the corporate office. After waiting several weeks and not receiving a refund or word on the status of our refund, we then went to the [redacted] location to inquire why there was a delay and at that time, one of your employees made a false statement about the check being mailed out when in actuality it was never mailed out, not until days later as indicated on the check. Furthermore, the employee verified my contact information and said the manager would be in touch with me, but no one ever reached out to me via email, phone, or mail.
You have indicated that our "purchase was made with an electronic check and you require time to receive those funds from the banking institution before you can release a refund", but my banking statements show that the funds were taken out of my mother's account on the day of our purchase, May 14, 2016. That being said, when my mother went to your [redacted] location on May 17, 2016 to cancel the order, you had already been paid in full so there was no need for you to "require time to receive those funds". And, as far as your apology goes for this not being fully explained to me and my mother at the time the order was canceled, I do not understand how it could be when the employees and store manager at your Dedham location are condescending and have poor customer service skills.
As I have stated, neither my mother nor I requested a stop payment on the check. As a matter of fact, the only reason we were informed that there was a stop payment is after depositing it into my account and receiving a bank statement several days later that there was a stop payment placed on the check. Following that, on June 30, 2016, my mother went to the Stoughton location to get to the bottom of why you placed a stop payment on the check because she knew the employees at the Dedham location would be of no help. After speaking to the manager at the Stoughton location, they were the one to call the corporate office on our behalf and request another check to be disbursed. That is the REAL reason a new check was processed on July 1, 2016, not because your "records indicated that I did not return to the store for a cash refund".
We already knew you would not cover any additional fees or surcharges associated with you stopping payment on our refund check because customer service is not one of Bob's Discount Furniture's priority and quite frankly, we do not even want to deal with getting reimbursed for that anymore. It is going on two months since we paid for services that were never rendered and all we want is OUR MONEY BACK! You have stated that another check was processed on July 1, 2016 and I would like to know the check number and estimated arrival time of when we should receive it because Connecticut and Massachusetts are not on opposite sides of the country and it should have arrived by now. I simply want to make sure that it has been processed because as I have already stated, we were told that a check was processed before when it was actually only processed a few days later and then a stop payment was then placed on it. I will not be satisfied nor stop complaining until I get my money back, so please get me my money back!
Thank you for your attention to this matter.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
The bed frames is not what I complained about.
I said the mattress is the wrong size.
I measured the mattress , it is a full.
My receipt shows I paid for a queen.
This is not a queen mattress, it is a full.
I want my 100 dollars back for the difference.
Bob's mentioned three beds. I am only disputing one. It shows you how much they paid attention to my complaint.
Sincerely,
[redacted]
My fiancé and I ordered the Kenzo Bar Cabinet online with [redacted] protection. The total with tax and the protection plan was $520.03. The cabinet arrived defective (the cabinet doors visibly did not align-- it did not look like we expected based on the store model). The delivery team said that we should accept delivery and have a service technician come out to take a look and we complied with these directions. The service technician came out and told us that there was nothing that he could do and that we needed to have a new cabinet delivered at which time they would pick up the defective cabinet. We awaited a call but did not hear back so, while shopping at Bob's again and scheduling a delivery for our new purchase, we asked the sales person whether we could also schedule a delivery for the new cabinet. He did not know what we were talking about and could not find anything about it in our records so he put us in touch with customer care via the hotline in the Bob's store. We learned from customer care that the service technician had noted that he corrected the issue and that the cabinet was up to standards, and even that supposedly there was some sort of picture on file. We were angered by this because the service technician, having spent all of five minutes assessing the problem, did absolutely nothing. Worse yet, customer care gave us a hard time. The person on the phone said that they would have to ask their manager about sending out a second technician, and then after putting us on hold for some time, said that the manager refused the request. Angered, we asked to speak to the manager (named Shana). We explained our situation (again) and were instructed to submit a series of photos to document what we were describing, which we did. Even after all this hassle and inconvenience our problem was not resolved. We sent a follow-up e-mail and called to check in on the status of our matter, and, in the end, were told that a 1/8 inch difference in the cabinet doors is considered as still up to standards. They would not replace the cabinet and instead notified us that we have a credit of $477.50 ($42.53 less than we paid) to use within a two month period, and that once we use the credit to get something they will come take the defective cabinet back. This is absolutely some of the worst service we have experienced, which is really a shame because many of the salespeople are very helpful and the furniture looks nice in the stores. I would not recommend Bob's Discount Furniture because it is unacceptable that after paying for '[redacted] protection' and delivery charges, a defective product is delivered and nothing can be done about it. We have wasted much time and energy for a very poor outcome.
Good Afternoon Revdex.com,
face="Calibri">We sincerely
apologize for the inconvenience and the frustration that has been caused to our
customer from multiple exchanges and product disappointments.
I have
placed two options for resolution below and ask that the customer respond to us
thru this Revdex.com channel in writing as to what option they would like to have
processed to resolve their concern.
Should the
customer not respond before the Revdex.com closes the claim as ‘assumed resolved’ (30
days) these options will no longer be
considered active offers for resolution.
Option
#1:
We will
remove the current ‘[redacted]’ sectional ([redacted]) from the
customer’s home and provide a monetary refund for the amount the customer paid
on the sectional, [redacted], sales
tax, and delivery. Should the customer
accept this option we will contact the customer to schedule a pick up of the
merchandise and the monetary refund will be processed back to the customer
after the merchandise has been returned to our warehouse.
-Or-
Option #2:
We will
issue the customer’s original method of payment a monetary refund for the [redacted] ($99.99) and a 30% discount off the purchase price of the
merchandise ($239.70). Should the customer accept this option there will be no
continued warranty coverage on the merchandise or responsibility for
repair/replacement thru Bobs Discount Furniture. The customer will be agreeing
to keep the merchandise as is.
We look
forward to hearing back from the customer via this Revdex.com channel so that we can
help them move forward and resolve their concern.
Dear [redacted],
Thank you so much for looking further into my complaint. The resolutions you are offering would be greatly appreciated, and I would like to proceed.
Please let me know of next steps. I can be reached at [redacted], and by phone, ###-###-####.
Thank you,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Please pass on our deepest apologies for any inconvenience we may have...
caused
this customer during their experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Monique to
rectify the situation and reach a satisfactory outcome.
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.
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. 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.
Our records here at Bobs Discount Furniture show no recording of ever speaking with this consumer since the original delivery almost three years ago. We are regretfully unable to overturn the choices made by a third party company and in order for a claim to be approved under the ‘Goof Proof’ protection an occurrence of accident must be reported. This is clearly indicated and expressed on the written verbiage provided to our customers at this time of sale. As this customer reported it to [redacted]:
“Customer states when she opened her bed and sat down she heard a pop and when she checked it was the bolts”
The occurrence of sitting on any piece of furniture cannot be deemed an accident when that piece of furniture is made to be sat on. I believe this is why the customer’s claim was denied and this denial reason does line up with the policies of the protection plan. It is not uncommon that many protection plans do not cover such instances like normal wear and tear; this sleeper has been receiving normal use for many years.
Based on the date of purchase and delivery the sleeper sofa is currently out of any warranty period thru Bobs Discount Furniture directly. If the customer is still located at the original delivery address we can offer to send a ‘Best Effort’ service repair out at no charge to them.
In accepting this service please know that this service will be provided on a best effort basis only. This means the customer will understand and acknowledge that we will do our absolute best to correct the concerns present and cannot/ will not be held liable for future occurrences of damages or workmanship deterioration on this merchandise. We take great pride in our technician’s quality workmanship and are happy to provide this service at no charge to this customer. Provided all facts within this scenario this is the best offer Bobs Discount Furniture has to make at this time.
Should the customer wish to accept our offer for resolution, please reach out to us via our Customer Care Offices at [redacted] (Mon- Sat/6:30a – 8:00p) to schedule a service appointment.
%3
Good Morning
black;">[redacted],
I am so sorry that we were unable to deliver you the product we
promised you in a timely manner .I feel extremely embarrassed after reading
about your experience with us andI
don’t blame you for being very upset and ultimately canceling your order; on
behalf of Bobs Discount Furniture I extend my sincerest apologies. I know and acknowledge how unpleasant this
entire ordeal has been for you and while I know this is your Bobs experience I assure
you that we would not be continuing to grow if all our customers were met with
so much disappointment during such an important purchase. I truly wish I could go back and undo what has
transpired to cause us to loose you as a customer.
Your
comments regarding the service you received from our social media –customer care
and at our store are very important to us. We want customers to love shopping
with Bobs, so your report of a disturbing experience with our associates is a
serious concern for us. It is inexcusable for anyone to make you feel as if you
are being ignored. I know it is upsetting when someone who should be serving
you is disrespectful and we do hope you can accept our deepest apologies. You
deserve only the best service, especially when you visit Bobs. We have begun
addressing the obvious coaching concerns you have brought to our attention
within our staff and will take appropriate action.
Your
account indicates that your full refund was released from our systems (to both
the credit cards used) as of 8.24.2015. When there are several different credit
cards involved in a refund transaction we provide a timeline of 3-5 business
days from our processing for this electronic refund to show to your cards. We
have released the funds fully from our system and the only wait time left is
related to your credit card companies processing of the return directly.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Please pass on our apologies to our customer for the inconvenience
the delivery team’s negligence has caused and may continue to cause them. We
assure our customer that their property claim was correctly filed with the
third party trucking company involved and we apologize that they are
experiencing any result of denial off of this claim.
The party referred to several times within this customer’s
postings is not an employee of Bobs Discount Furniture. We have continued to
act as a liaison on this customer’s behalf to the fullest extent we can- last
sending a communication to the trucking company directly on 1.06.2016 advising
the aforementioned party of our customer’s high level of disappointment with
their property claim. While we certainly wish we could, we are unable to
overturn a denial result that has come from an organization other than our own. At this time it is my
understanding that [redacted] (the delivery company) has taken the claim
to the level of their insurance company and the insurance company is the party providing
the denial result. While we, as a furniture retailer, are not permitted to
overturn choices followed thru on by a delivery company – we most certainly are
not permitted to change the outcome of a claim that was reviewed and declined
by a delivery company’s insurance provider.
In regards to the merchandise
delivered:
Our records indicate that as of
12.26.2015, by way of a service visit, any concerns related directly to the
product we sold this customer have been fully resolved.
Kindest Regards,
Stephanie *. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, but they need to work better to ensure this doesn't happen to other customers in the future.
Sincerely, [redacted]
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customer. We
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after the completion
of their delivery.
Bob’s prides itself on providing
quality service and the best value product for the price. Our primary focus is
on making the concern we caused right so that our customer is satisfied with
the product that they have purchased from us. While it is not normal procedure
to so we do recognize that we have failed our customer and we are willing to
make an exception in this case to work above our normal compensation guidelines
and policies.
We will honor the customer’s request
for a partial refund of the delivery fees ($400.00 plus tax) as a final form of
our apology. Please advise the customer that all paperwork needed for this
transaction has been entered from our end and action is required from the
customer at this time.
I have listed the steps below for the
customer to follow in order to get the initial processing of this refund
completed. We highly suggest the customer complete these steps as soon as
possible so that the refund process is expedited quickly on their behalf.
o
Anytime after 10am and before 9pm Dial ###-###-####
o
Press the number one (1) on your phone’s keypad when
you hear Bob’s voice.
o
When the office person picks up explain that you are
calling to get a refund processed to your credit card and provide them this
order number: [redacted]
o
At that point they will take the credit card
information from you and complete the processing.
In most cases any remaining questions regarding refund
processing time can be answered by reviewing the policies listed on your sales
receipt.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
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 Rowan to
rectify the situation and reach a satisfactory outcome.
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.
face="Times New Roman">
We are certainly very sorry for any and all
inconveniences our failures have caused our customer to experience. We do thank
our customer for escalating this concern so that we may use this posting to accurately
address the coaching concerns we clearly have within our organization.
I was able to locate two different accounts for this
customer and based on the account(s) status as well as the information provided
in this posting I believe our business has properly rectified all the concerns
the customer has communicated in this mediation channel.
If there are no further concerns that the customer
would like to communicate thru this channel we consider these concerns closed
as resolved at this time.
Kindest Regards,
Stephanie *. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
A gift card is not an acceptable compensation, as it is a compulsion to keep buying products that I neither need nor want from a store that I desire no further relationship with. I request a credit to my account, thus reducing the amount that I owe. I will not be paying the delivery fee for my order, so please take that off my account balance.
Complaint: [redacted]
I am rejecting this response because:
I will have the pictures taken and the mattress measured. When measured last week the width was 54 inches. I did not measure the length at that time because I thought it was the same as a full or queen. But will have the length measured this time.
Also, your measurements just given to me are wrong, as I have called your stores:
[redacted] in [redacted] says a full is 54 x 75
[redacted] in [redacted] says a full is 54 x 75
you are telling me it is 53 x 75.
Which is [redacted]'s way of just trying to steal a little in her favor, just [redacted] putting a spin on it.
Another thing [redacted], there is not going to be a "massive" space difference when the picture is taken. Because if the mattress is fairly centered on the box spring, the difference on each side would only be 3 inches on each side. THis is NOT a MASSIVE space.
A queen mattress that we paid for s/b 60 x 80. Not 54 inches, not 53, not 54 1/2, it should be 60.
We will have the picture for you around Sunday, as the mattress is at our house in [redacted] and we are not there right now.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Both issues were reported to them at the same time. The damage was found when the person was inspecting the foundation, which was not moved since the install. The foundation was damaged either prior to arriving at out house or when the delivery persons put it in the house.
This company has no communication skills and does not want to take any responsibility for any of the issues. They could have at least responded to my house to see the damaged foundation, and they wouldn't even do that. Regardless of the first issue being their fault or not, the damaged foundation is still on them.
We have no use for them, and that was why we were putting the review on the Revdex.com site, so that other consumers are aware.
Sincerely,
[redacted]
Good Morning Revdex.com,...
Please pass on our sincerest apologies for the inconvenience
the multiple deliveries and damaged product continues to cause our customer. We
can certainly understand the customer’s frustration and assure our customer
that we never intended to disappointment them or cause them any aggravations.
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.
As
the retailer we do take full responsibility for the disappointments that may
have occurred at the factory overseas or during the extensive transit the
merchandise endures prior to arriving to our customer. We want nothing more
than to make our failures right and provide our customer with the merchandise
they selected in the condition they expected. Regretfully like any other
business that involves a mass amount of daily shipments, there are aspects of the
delivery end that are not always within our control.
To maximize efficiency and keep the
delivery service fair for all consumers alike we route all of our deliveries
using a computer system that registers distances between all of the sub
contracted trucking depots and the customer’s stops that are scheduled. Once
this electronic routing process is completed an automated calling system makes
contact with our customers and provides an estimated four hour window for
arrival. On a very large scale out of 4,000 deliveries a day this process allows
for a smooth completion of delivery. We communicate this via many facets to
remain as honest and transparent as possible with our customers. Some of those
facets include the trifold provided at the time of sale and the ‘Delivery
Tracker’ available through our website. While we can request timeframes, as a
retailer we can never expect to know if our routing department will be able to
honor that request or what events will occur out of our direct control on the
road when the delivery date arrives. For example, if one customer cancels, is
not at home, or has an area that is not cleared for delivery it can cause the
team to run earlier or later than expected.
We further apologize for any
confusion that may have been present during our interactions regarding the team
possibly coming back on the previously scheduled delivery dates and we are in
the process of locating these recording to address any coaching concerns
present within these calls. It is common practice and our representatives are
continually trained to advise the customer to contact us once they have arrived
back to their residence and are physically available to accept delivery. As a
business we cannot confirm if/when someone is actually present in the residence
for delivery- therefore we rely on the customer contacting us in this case so
that we can map where the team currently is in reference to the customer’s stop.
At that point we can see if the ‘Go –Back’ request is even possible.
A time frame guarantee for after
3:30pm on a weekday is not a proactive resolution for our customer. There are
too many variables that cannot be controlled by our business in regards to the
other customers/other merchandise/weather /traffic conditions/etc. on the run
for that day. We most certainly do not want to let our customer down again.
Please see below for a list of possible avenues available
for proactive resolution:
·
A first stop time frame request for the
foundation exchange on a week day is more reasonably honored without negatively
affecting our customer and although there are still variables beyond our
control there is far less chance of failure. This would mean we could schedule
for a weekday and request the customer be placed in a 6:30a -10:30a timeframe
slot. Requesting this is done as a first stop then allows the customer to be
placed closer to the estimated
6:30am arrival time. Once the delivery has been successfully completed and our
customer is satisfied with the merchandise we will further offer to refund ½ of
the delivery fee paid to us as an offer of compensation.
Or-
·
We can offer to complete the exchange on the
next available Saturday that we have in our schedule. Our routing department
will have a very hard time honoring any time frame request for an even exchange
on a Saturday so we will not permit a time frame request be entered under this
option for resolution (currently the next available date is: December 12, 2015
-12.12.2015 ) Should the customer accept this option for resolution, we do
understand that it may cause further inconveniences to their lifestyle
therefore we will compensate by refunding the entire delivery fee paid to us
after the merchandise has been exchanged and the customer is fully satisfied.
Or-
·
If the customer would like the full price of
the foundation refunded to them (the sales invoice lists this as $132.70.) we
can offer to accommodate that request with the understanding and customer
acceptance that this foundation has NO remaining warranty associated with it.
There is currently a 10 year non prorated warranty on this item and this will
be voided out should the full purchase price be refunded.
Or-
·
If the customer would like to keep the
foundation with the logged damage (we have a description of a dent and a small
tear on the left side facing top corner) and also keep the 10 year non prorated
warranty active on the foundation we can offer to refund 30% of the purchase
price for the foundation to settle this concern (30% = $39.81.)
Please
note that any refund will be processed to the original method of payment which
in this case is the original credit card used.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good...
Morning Revdex.com,
Please pass on our sincerest apologies
for the inconvenience that multiple deliveries caused our customer. We can
certainly understand the customer’s frustration.
Bob’s prides itself on providing
quality service and the best value product for the price. Our primary focus is
on making the concern we caused right so that our customer is satisfied with
the product that they have purchased from us. While it is not normal procedure
to so we recognized that we have failed our customer and the store immediately
offered to waive the delivery fee for the inconvenience.
The remaining pieces of the bed that
were on backorder, the storage drawers are scheduled to be delivered on
4/4/16. At that time the bed will be
completed. We are very sorry that we had
to inconvenience this customer with multiple deliveries.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com-
line-height: 15pt;">We are very sorry that this customer did
not completely understand the discount on the chair. We understand from store management that at
the time the sale was written up, this customer had asked for the discounted
price, it was explained to the customer, before the purchase was completed,
that the chairs that this customer was ordering would be full price, as they
were brand new factory fresh merchandise, not floor models. The customer had the option of completing the
sale or canceling at that time. The customer
completed the sale with knowledge of the price point.
We have attached a copy of the tag that is
attached to every floor model. We do
believe that it is clearly labeled that the discount is for the floor model
only, it is listed across the bottom of every hang tag, “floor sample
merchandise is sold “AS IS” with no warranty, returns or delivery available”
We are sorry that this customer feels that
they were misled. We do feel that the
tags adequately reflect that the discount is for floor models only. We can not extend any offer to discount these
pieces.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
From: [redacted]
Sent: Tuesday, April 15, 2014 10:41 AM
To: [redacted]
Subject: Resolution on claim [redacted]
My Complaint # [redacted] was resolved by Bob's Discount Furniture store. They replaced my 2 damaged couches for 2 new ones....
Please close this case. Thank you.
[redacted]
Complaint: [redacted]
I am rejecting this response because: I never asked for a stop payment on the check and neither did my mother. If this was the case, I would love to know who was the person we spoke to and on what day did we make this request that would "go outside of [your company] policy".
I believe your store employees are confused because my mother did ask for a cash refund after she was disrespected and canceled the purchase, but this request was made on May 17, 2016, three days after the purchase was made. However, she was told that she would have to receive the refund in the same method that she paid, which was via check and it would take sixteen (16) days for a check to be disbursed and mailed from the corporate office. After waiting several weeks and not receiving a refund or word on the status of our refund, we then went to the [redacted] location to inquire why there was a delay and at that time, one of your employees made a false statement about the check being mailed out when in actuality it was never mailed out, not until days later as indicated on the check. Furthermore, the employee verified my contact information and said the manager would be in touch with me, but no one ever reached out to me via email, phone, or mail.
You have indicated that our "purchase was made with an electronic check and you require time to receive those funds from the banking institution before you can release a refund", but my banking statements show that the funds were taken out of my mother's account on the day of our purchase, May 14, 2016. That being said, when my mother went to your [redacted] location on May 17, 2016 to cancel the order, you had already been paid in full so there was no need for you to "require time to receive those funds". And, as far as your apology goes for this not being fully explained to me and my mother at the time the order was canceled, I do not understand how it could be when the employees and store manager at your Dedham location are condescending and have poor customer service skills.
As I have stated, neither my mother nor I requested a stop payment on the check. As a matter of fact, the only reason we were informed that there was a stop payment is after depositing it into my account and receiving a bank statement several days later that there was a stop payment placed on the check. Following that, on June 30, 2016, my mother went to the Stoughton location to get to the bottom of why you placed a stop payment on the check because she knew the employees at the Dedham location would be of no help. After speaking to the manager at the Stoughton location, they were the one to call the corporate office on our behalf and request another check to be disbursed. That is the REAL reason a new check was processed on July 1, 2016, not because your "records indicated that I did not return to the store for a cash refund".
We already knew you would not cover any additional fees or surcharges associated with you stopping payment on our refund check because customer service is not one of Bob's Discount Furniture's priority and quite frankly, we do not even want to deal with getting reimbursed for that anymore. It is going on two months since we paid for services that were never rendered and all we want is OUR MONEY BACK! You have stated that another check was processed on July 1, 2016 and I would like to know the check number and estimated arrival time of when we should receive it because Connecticut and Massachusetts are not on opposite sides of the country and it should have arrived by now. I simply want to make sure that it has been processed because as I have already stated, we were told that a check was processed before when it was actually only processed a few days later and then a stop payment was then placed on it. I will not be satisfied nor stop complaining until I get my money back, so please get me my money back!
Thank you for your attention to this matter.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
The bed frames is not what I complained about.
I said the mattress is the wrong size.
I measured the mattress , it is a full.
My receipt shows I paid for a queen.
This is not a queen mattress, it is a full.
I want my 100 dollars back for the difference.
Bob's mentioned three beds. I am only disputing one. It shows you how much they paid attention to my complaint.
Sincerely,
[redacted]
My fiancé and I ordered the Kenzo Bar Cabinet online with [redacted] protection. The total with tax and the protection plan was $520.03. The cabinet arrived defective (the cabinet doors visibly did not align-- it did not look like we expected based on the store model). The delivery team said that we should accept delivery and have a service technician come out to take a look and we complied with these directions. The service technician came out and told us that there was nothing that he could do and that we needed to have a new cabinet delivered at which time they would pick up the defective cabinet. We awaited a call but did not hear back so, while shopping at Bob's again and scheduling a delivery for our new purchase, we asked the sales person whether we could also schedule a delivery for the new cabinet. He did not know what we were talking about and could not find anything about it in our records so he put us in touch with customer care via the hotline in the Bob's store. We learned from customer care that the service technician had noted that he corrected the issue and that the cabinet was up to standards, and even that supposedly there was some sort of picture on file. We were angered by this because the service technician, having spent all of five minutes assessing the problem, did absolutely nothing. Worse yet, customer care gave us a hard time. The person on the phone said that they would have to ask their manager about sending out a second technician, and then after putting us on hold for some time, said that the manager refused the request. Angered, we asked to speak to the manager (named Shana). We explained our situation (again) and were instructed to submit a series of photos to document what we were describing, which we did. Even after all this hassle and inconvenience our problem was not resolved. We sent a follow-up e-mail and called to check in on the status of our matter, and, in the end, were told that a 1/8 inch difference in the cabinet doors is considered as still up to standards. They would not replace the cabinet and instead notified us that we have a credit of $477.50 ($42.53 less than we paid) to use within a two month period, and that once we use the credit to get something they will come take the defective cabinet back. This is absolutely some of the worst service we have experienced, which is really a shame because many of the salespeople are very helpful and the furniture looks nice in the stores. I would not recommend Bob's Discount Furniture because it is unacceptable that after paying for '[redacted] protection' and delivery charges, a defective product is delivered and nothing can be done about it. We have wasted much time and energy for a very poor outcome.
Good Afternoon Revdex.com,
face="Calibri">We sincerely
apologize for the inconvenience and the frustration that has been caused to our
customer from multiple exchanges and product disappointments.
I have
placed two options for resolution below and ask that the customer respond to us
thru this Revdex.com channel in writing as to what option they would like to have
processed to resolve their concern.
Should the
customer not respond before the Revdex.com closes the claim as ‘assumed resolved’ (30
days) these options will no longer be
considered active offers for resolution.
Option
#1:
We will
remove the current ‘[redacted]’ sectional ([redacted]) from the
customer’s home and provide a monetary refund for the amount the customer paid
on the sectional, [redacted], sales
tax, and delivery. Should the customer
accept this option we will contact the customer to schedule a pick up of the
merchandise and the monetary refund will be processed back to the customer
after the merchandise has been returned to our warehouse.
-Or-
Option #2:
We will
issue the customer’s original method of payment a monetary refund for the [redacted] ($99.99) and a 30% discount off the purchase price of the
merchandise ($239.70). Should the customer accept this option there will be no
continued warranty coverage on the merchandise or responsibility for
repair/replacement thru Bobs Discount Furniture. The customer will be agreeing
to keep the merchandise as is.
We look
forward to hearing back from the customer via this Revdex.com channel so that we can
help them move forward and resolve their concern.
Dear [redacted],
Thank you so much for looking further into my complaint. The resolutions you are offering would be greatly appreciated, and I would like to proceed.
Please let me know of next steps. I can be reached at [redacted], and by phone, ###-###-####.
Thank you,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have...
caused
this customer during their experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Monique to
rectify the situation and reach a satisfactory outcome.
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
Good Morning Revdex.com,...
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. 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.
Our records here at Bobs Discount Furniture show no recording of ever speaking with this consumer since the original delivery almost three years ago. We are regretfully unable to overturn the choices made by a third party company and in order for a claim to be approved under the ‘Goof Proof’ protection an occurrence of accident must be reported. This is clearly indicated and expressed on the written verbiage provided to our customers at this time of sale. As this customer reported it to [redacted]:
“Customer states when she opened her bed and sat down she heard a pop and when she checked it was the bolts”
The occurrence of sitting on any piece of furniture cannot be deemed an accident when that piece of furniture is made to be sat on. I believe this is why the customer’s claim was denied and this denial reason does line up with the policies of the protection plan. It is not uncommon that many protection plans do not cover such instances like normal wear and tear; this sleeper has been receiving normal use for many years.
Based on the date of purchase and delivery the sleeper sofa is currently out of any warranty period thru Bobs Discount Furniture directly. If the customer is still located at the original delivery address we can offer to send a ‘Best Effort’ service repair out at no charge to them.
In accepting this service please know that this service will be provided on a best effort basis only. This means the customer will understand and acknowledge that we will do our absolute best to correct the concerns present and cannot/ will not be held liable for future occurrences of damages or workmanship deterioration on this merchandise. We take great pride in our technician’s quality workmanship and are happy to provide this service at no charge to this customer. Provided all facts within this scenario this is the best offer Bobs Discount Furniture has to make at this time.
Should the customer wish to accept our offer for resolution, please reach out to us via our Customer Care Offices at [redacted] (Mon- Sat/6:30a – 8:00p) to schedule a service appointment.
%3
Good Morning
black;">[redacted],
I am so sorry that we were unable to deliver you the product we
promised you in a timely manner .I feel extremely embarrassed after reading
about your experience with us andI
don’t blame you for being very upset and ultimately canceling your order; on
behalf of Bobs Discount Furniture I extend my sincerest apologies. I know and acknowledge how unpleasant this
entire ordeal has been for you and while I know this is your Bobs experience I assure
you that we would not be continuing to grow if all our customers were met with
so much disappointment during such an important purchase. I truly wish I could go back and undo what has
transpired to cause us to loose you as a customer.
Your
comments regarding the service you received from our social media –customer care
and at our store are very important to us. We want customers to love shopping
with Bobs, so your report of a disturbing experience with our associates is a
serious concern for us. It is inexcusable for anyone to make you feel as if you
are being ignored. I know it is upsetting when someone who should be serving
you is disrespectful and we do hope you can accept our deepest apologies. You
deserve only the best service, especially when you visit Bobs. We have begun
addressing the obvious coaching concerns you have brought to our attention
within our staff and will take appropriate action.
Your
account indicates that your full refund was released from our systems (to both
the credit cards used) as of 8.24.2015. When there are several different credit
cards involved in a refund transaction we provide a timeline of 3-5 business
days from our processing for this electronic refund to show to your cards. We
have released the funds fully from our system and the only wait time left is
related to your credit card companies processing of the return directly.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,...
Please pass on our apologies to our customer for the inconvenience
the delivery team’s negligence has caused and may continue to cause them. We
assure our customer that their property claim was correctly filed with the
third party trucking company involved and we apologize that they are
experiencing any result of denial off of this claim.
The party referred to several times within this customer’s
postings is not an employee of Bobs Discount Furniture. We have continued to
act as a liaison on this customer’s behalf to the fullest extent we can- last
sending a communication to the trucking company directly on 1.06.2016 advising
the aforementioned party of our customer’s high level of disappointment with
their property claim. While we certainly wish we could, we are unable to
overturn a denial result that has come from an organization other than our own. At this time it is my
understanding that [redacted] (the delivery company) has taken the claim
to the level of their insurance company and the insurance company is the party providing
the denial result. While we, as a furniture retailer, are not permitted to
overturn choices followed thru on by a delivery company – we most certainly are
not permitted to change the outcome of a claim that was reviewed and declined
by a delivery company’s insurance provider.
In regards to the merchandise
delivered:
Our records indicate that as of
12.26.2015, by way of a service visit, any concerns related directly to the
product we sold this customer have been fully resolved.
Kindest Regards,
Stephanie *. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, but they need to work better to ensure this doesn't happen to other customers in the future.
Sincerely, [redacted]
Good...
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customer. We
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after the completion
of their delivery.
Bob’s prides itself on providing
quality service and the best value product for the price. Our primary focus is
on making the concern we caused right so that our customer is satisfied with
the product that they have purchased from us. While it is not normal procedure
to so we do recognize that we have failed our customer and we are willing to
make an exception in this case to work above our normal compensation guidelines
and policies.
We will honor the customer’s request
for a partial refund of the delivery fees ($400.00 plus tax) as a final form of
our apology. Please advise the customer that all paperwork needed for this
transaction has been entered from our end and action is required from the
customer at this time.
I have listed the steps below for the
customer to follow in order to get the initial processing of this refund
completed. We highly suggest the customer complete these steps as soon as
possible so that the refund process is expedited quickly on their behalf.
o
Anytime after 10am and before 9pm Dial ###-###-####
o
Press the number one (1) on your phone’s keypad when
you hear Bob’s voice.
o
When the office person picks up explain that you are
calling to get a refund processed to your credit card and provide them this
order number: [redacted]
o
At that point they will take the credit card
information from you and complete the processing.
In most cases any remaining questions regarding refund
processing time can be answered by reviewing the policies listed on your sales
receipt.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
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 Rowan to
rectify the situation and reach a satisfactory outcome.
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
Good Afternoon Revdex.com,
face="Times New Roman">
We are certainly very sorry for any and all
inconveniences our failures have caused our customer to experience. We do thank
our customer for escalating this concern so that we may use this posting to accurately
address the coaching concerns we clearly have within our organization.
I was able to locate two different accounts for this
customer and based on the account(s) status as well as the information provided
in this posting I believe our business has properly rectified all the concerns
the customer has communicated in this mediation channel.
If there are no further concerns that the customer
would like to communicate thru this channel we consider these concerns closed
as resolved at this time.
Kindest Regards,
Stephanie *. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
A gift card is not an acceptable compensation, as it is a compulsion to keep buying products that I neither need nor want from a store that I desire no further relationship with. I request a credit to my account, thus reducing the amount that I owe. I will not be paying the delivery fee for my order, so please take that off my account balance.
Sincerely,
[redacted]