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]
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
Good Afternoon Revdex.com,
We apologize that the customer still remains so unsatisfied.
We stand behind our already provided written and verbal responses to this
concern.
Sincerely,
[redacted]
Bobs Discount Furniture
[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
Good Afternoon Revdex.com,
face="C**ibri">Please consider that this customer entered into a financing
agreement with [redacted] directly and Bobs Discount Furniture provided
documentations and expressed this in writing at the time of s**e. Any amount of
interest or financing charges is not under the discretion of Bobs Discount
Furniture to charge or remove. The customer would need to speak to the
financing company directly for further information on credit reporting and
interest charges as Bobs Discount Furniture is the retailer, not the
financing company.
**so expressed to the customer at the time of s**e were our
guidelines for refunds and cancelations. The sales invoice clearly indicated to
the customer that as a business we do not permit any return for cancelation of
merchandise once the merchandise has been accepted into the customer’s possession.
We made major
exceptions in this scenario to work above and beyond our expressed policies to
address this customer’s individu** needs in relation to the power bob bed
adjustable base.
Our records indicate that this customer originally charged a
tot** of $1953.06 to their financing account.
Our records indicate that we have refunded a tot** of
$1803.07 to the customer’s financing account.
The difference in between these two amounts is equal to the
origin** delivery charge associated with the origin** completed delivery that
the customer would still be expected to pay of $149.99.
If the customer is getting and/ or receiving a payment
request for $149.99 from [redacted] our records indicate that it would be
related to the delivery charge of $149.99. Bobs Discount Furniture took this
merchandise back and refunded the financing account for the merchandise, the
merchandise that was taken from the customer’s home could not be re sold and therefore
we lost an immense amount of revenue as a company in an effort to please our
customer. As the customer has disclosed the merchandise was returned strictly
to an event outside of our control and the merchandise had no defects or failures
on the part of our business authorizing this return. Again- as we worked above
and beyond our expressed policies to satisfy this customer’s needs as in individual and did not fail the customer on delivery it is reasonable that the customer is
expected to pay the origin** (agreed to and acknowledged) delivery fee
associated with their financed purchase.
As another extreme
courtesy I have processed a refund for this delivery charge to the customer’s
financing account in the amount of $149.99. For the customer’s records the
transaction number associated with this refund is [redacted]. It can take up
to one full billing cycle for these funds to show as being refunded on any
financing statement. While we are able to complete this refund as an addition**
courtesy we are unable to take ownership for any interest charged on the amount
of this sales order or delivery fee. The customer entered into an agreement
with a third party company and should payments be neglected under those
agreements that remains a dispute between the customer and financing company, not
Bobs Discount Furniture.
Good Afternoon Revdex.com-
We are very sorry this customer is not satisfied. The customer made a choice to sign a contract
with Acceptance Now. This is an option
we offer in the store. We have several
options available to customers. The
customer chose to sign into a contract with ANOW.
We are very sorry that there have been errors
made. We have the foundation scheduled for pickup on
2.4.17. We attempted to pickup on
1.25.17 but when the team was at the home, no one was available.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good
Afternoon [redacted],
I
am so sorry that you are not satisfied with the options for resolution that we
have offered you. I can assure you that we did not wait to place your special order;
the moment that the sale is written into our system the information is
automatically uploaded to a requisite and creates a negative accounting mark
within our system. Yes, this sectional has been discontinued from our sales
floor line up but it does not mean that the vendor (who is a separate company
from Bobs, located overseas) discontinued the production of this set. As a
furniture retailer we are just as displeased as you are in the amount of time
it has taken to receive this merchandise. We truly believed that this order
would come within the initial guidelines we quoted you for and it would be a
tragedy to loose your business. We are trying to reach out to you as our
customer and offer you compensation once your order has been received because
we have no control over the length of time it takes the vendor to get us the
product you have specifically asked for. As it is not a ‘stock’ color available
in our warehouse regretfully we cannot satisfy your concern without making an
effort to work with the restrictions a third party is providing us.
I further apologize that the personnel you
spoke with were unable to locate pictures or information regarding this
sectional. It took me only a moment to pull up the photo and information I have
attached to this communication. Clearly we have a training concern that I thank
you for bringing to my attention so we can continue to grow.
It
is my understanding after speaking with my colleague that you have continued an
open line of communication with her regarding this concern. As to not duplicate
efforts I will ask that you please continue to follow up directly with her at [redacted] .
I
sincerely hope you know that Bobs Discount Furniture is doing everything in our
power to get you this merchandise and it is never out intention to keep our
valuable customer’s waiting when they have granted us the opportunity to serve
them.
Thank
You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Good
Morning Revdex.com,
Please
let [redacted] know that it wasn’t my intention to frustrate him further with my
initial response to his posting. We have offered our customer the best
resolution that is available to him. The reality of this situation is that a
furniture retailer is responsible to provide resolutions for factory defects
that occur to a product within the expressed warranty period provided during
the time of sale. [redacted]’s merchandise is not damaged as a result of a defect
and as pictured, has sustained many instances of customer caused damage. Offering
to repair his product (at no cost to [redacted] and outside the expressed warranty
period) is beyond what Bob’s responsibility is. We are working at full capacity
to resolve our customers concern. [redacted] can contact our Customer Care Office
(###-###-#### Mon-Sat 6:30a -8:00p) at anytime to schedule a repair technician
and we will service this merchandise to the best of our abilities. On a very
large scale we continually resolve our customer’s concerns with first class services
and our fleet of professionally trained technicians.
[redacted]
Bobs Discount Furniture
Good Morning,
The Consumer was contacted by a member of our Corporate Consumer Liaison team upon receipt of this complaint on, July 10, 2014. In an effort to settle the Consumer's concern, we agreed to allow the merchandise to be returned up for a refund,...
back to the [redacted] finance account.
Sincerely,
[redacted]
Good Afternoon Revdex.com, line-break;">
We apologize to our customer for any disappointment
they have experienced while using their protection plan this dispute is in
relation to a claim for service through an entirely different business
([redacted] Protection Products).
In an effort to ensure our customer’s claim was handled fairly I was able to
obtain the denial reasoning in reference to this claim. I have also attached a copy of the Warranty
Card the customer received from [redacted] after purchase and a copy of our Goof
Proof handout the customer was given at the time of purchase. This clearly shows what is covered under the
insurance policy they purchased and the company’s guidelines for claims. [redacted] is a third party insurance
company. Like any other insurance policy
they accept claims that are submitted with when the damage occurred (within 30
days of being reported) and how the damage occurred (to show that it was an
accident and not misuse).
[redacted] has the right to deny claims for coverage under their own guidelines
and has presented enough evidence to us to support the claim being denied.
While we truly wish we could, we are unable to force another business into
overturning a claim. The customer
reported that they did not know how this damage occurred or when. By [redacted]’s guidelines this is not an accident.
Bobs Discount Furniture’s responsibility under the [redacted] Plus Plan
purchased relates to concerns of manufacturing defects (this is outlined on
several pieces of documentation provided at the time of sale) and this damage
is clearly not related to a defect. I
apologize again that we have no further recourse to offer this concern directly
at this time.
Our tech determined that this damage was due to misuse
in the home. Please see attached
technician report, he determined the top surface is bowed due to a heavy tv
being placed on top.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com-
Roman">
We are very sorry that this set did not
live up to the customer’s expectations. As these are not manufacturing defects we are
not obligated to make any offer of resolution. 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
must first accept through the Revdex.com mediation site to release the credit. They are then able to contact any of our
stores for reselection. Advice the store
there is a credit in the system, the store will schedule the new delivery at
the same time as the pickup, ensuring the customer will have a piece in the
home.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different set we will provide a credit (store credit) of 100%. This 100% will
be based off of the original cost paid for the table and chairs only. As with all courtesy reselections the customer
would be responsible for the new delivery fee.
Kindest
Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
I am very sorry for the disappointment you are experiencing with
your merchandise. I assure you that Bobs Discount Furniture cares very much to
satisfy all our customers and we stand behind the quality of our products even
after the expiration of our one year guarantee period. The merchandise you have is made of bonded leather, this would
have been displayed right in front of the set (and still currently is) while
you were making your selection in our showroom. Bonded Leather offers the look
of luxury at a much more affordable price point and as its name depicts, bonded
leather is real leather that is adhered (or bonded) to a fabric backing with a
strong adhesive. Over time and with any amount of use expansion of the
molecules that join the bonded leather to the fabric backing becomes present
and the material starts to separate from itself. Bonded Leather is manufactured
the same way industry wide and peeling over time is not isolated to the bonded
leather products we sell at Bobs Discount Furniture. If you continue to
purchase/maintain bonded leather furniture in your home regretfully peeling can
occur based on the nature of this material’s manufacturing process. You
have had this set for over two years and the direct Bobs warranty on your
merchandise expired over one year ago and as this concern does not stem from a
factory defect in the product’s workmanship and is viewed as normal wear and
tear industry wide, there is generally no recourse for a business to offer
relating to an item’s normal wear and tear.
While
I personally believe that your concern is related to the bonded leather there
are also several different pieces of information associated with your service
call within our records. The technician who visited your home indicated that
the material on the merchandise was “torn” and not “peeling”. The technician further
advised us that you indicated thinking this occurred from the merchandise being
left in direct sunlight and he explained that this “tear” had to have occurred from
an accident in the environment causing this to happen to the bonded leather. Should
the “tear” be the result of an accident there are several scenarios that are
covered under your protection plan called ‘[redacted]’.
I have
searched through our data base several times and I am unable to locate pictures
from his stop at your home. At this time if you seek further assistance through
Bobs Discount Furniture directly we request that you send us pictures of the
damage through this Revdex.com channel you have initiated for mediation.
Please
send a minimum of two photos:
(1) Photo of the merchandise from
a distance so the entire sofa can be seen
(1) Photo of your concern with the
bonded leather at a close range.
After
receipt of your photos we will review the pictures with our Service Managers
and respond with what, if any, further resolution we are able to offer you for
this concern.
I do
apologize to you again for any inconvenience or frustration this concern has
caused you and I look forward to reviewing your pictures so I can aide in
helping you move forward with this claim.
Kind Regards,
[redacted] Bobs Discount Furniture [redacted]
Good Afternoon Revdex.com,
This customer has not responded to the email that I sent on
3.26.2014 – Can you please advise the customer to contact me directly through
this email address or by phone at ###-###-#### so I can establish communication
and provide her with some options for resolution?
Here is a copy of
my email:
From: [redacted] Sent: Wednesday, March 26, 2014 7:02 AMTo: '[redacted]Subject: Revdex.com Claim #- Bobs Discount Furniture
Good Morning [redacted],
My name is [redacted] and I work for
Bobs Discount Furniture as a Customer Care Corporate Liaison. I am emailing you
today because I would like the opportunity to handle your concerns directly and
see what else can be done to resolve your complaint. I am very sorry that you
have been experiencing so many issues with your product and I assure you that
Bobs cares very much for every one of our customers.
Please respond to me and let me know if you
are open to me assisting you directly and I will get to work right away on
researching what options may be available to you for resolution.
Thank you for your time and I apologize
again that the furniture we sold you has caused you so much stress,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their experience with us. With cyber crime and identity theft at a all
time high, we have to take steps to protect our customers.
This customer placed an order through the online system
and entered an incorrect billing address on the credit card used. That triggered the credit card company to
hold. The orders, both, have been
canceled and the monies refunded to the credit card used.
We are sorry; this customer has no pending order with
us. If they would like to place an
order, due to the previous issues, it would have to be done in person, in any
one of our stores. As we do have 10 stores in [redacted], we hope that the
customer will be able to.
Good Morning Revdex.com,
To the best
of my knowledge and as our records reflect a hutch was located for this
customer at our [redacted] location. Several of our Store Managers, our
Corporate Offices, and even our Delivery Managers have all been involved in
trying to satisfy our customer’s concern with the tools we have available to
us. I apologize to [redacted] again for the various amount of information he was
given regarding this hutch, however I am unable to comments on what he alleges
he was told at this time of sale as I was not present. I can only work to try
and satisfy his concern by moving forward and we have all put forth an immense
amount of effort to help our customer.
Our records
reflect that as of 5.09.2014 the customer was going to go see the hutch at our [redacted] location.
Thank You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Revdex.com-
We are sorry that this customer’s
purchase has not lived up to her expectations.
The customer called into us that there was an issue with scratches on
the bed and was directed to [redacted], because she could not tell them how and
when the scratches occurred, the claim was denied, as it was not an
accident.
I do not see any mention on the customer’s
account that there is an issue with assembly.
If the bed feels loose or wobbly or creaks it may be that it needs to be
tightened. We can certainly send a tech
out to tighten or adjust the bed.
We would not be able to offer a
reselection without a technician report.
If the tech finds the pieces are defective, we certainly can offer a
reselection at that time. As this
customer purchased through [redacted] and not Bob’s it would have to go through
[redacted]. This customer should call
into customer care to set up a service appointment at their earliest convenience.
Kindest Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Roger,
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 have gotten the issue
rectified already. I absolutely agree
that having the pieces in the home for months and not being able to use one is
unfair and unacceptable.
The correct part, to fix the issue, is in
stock. I have reached out to our parts
department to request that it be shipped out as soon as possible. As these pieces in the home were special
ordered, it would take much longer to replace the piece, then to have the new
part installed to fix the issue.
If you would be willing to wait for the new
motor we can offer compensation for this extreme inconvenience. If you are willing to discuss this offer please
reply to the Revdex.com mediation site and I will reach out to you directly to discuss
options.
Again I truly apologize for the
inconvenience this experience is causing you and that you are forced to wait on
the furniture you purchased to be perfect. If there was anyway to get the parts
to you sooner, I assure you that we would take that route immediately.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
I did not use the plan once before. In fact, [redacted] REFUSED to service me after my initial request because I wasn't sure how the table got damaged and I had to FIGHT with my salesman at Bobs to get someone from the store to fix the problem. I want my $69.99 back. Maybe this would be best settle din small claims court. In any event, I will make sure NEVER to shop at Bob's again. You suck at customer service Bobs. Really and truly. I have never experienced such nonsense.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
face="Times New Roman" size="3">
Please pass on our sincerest apologies for any lack of
care or confusion our customer’s concern was met with while it was being
reported to us.
The customer is welcome to email the photos they
planned to submit directly to me at [redacted]
or submit them thru this Revdex.com channel they have selected to open.
Kindest Regards,
Stephanie A. 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 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
Good Afternoon Revdex.com,
We apologize that the customer still remains so unsatisfied.
We stand behind our already provided written and verbal responses to this
concern.
Sincerely,
[redacted]
Bobs Discount Furniture
[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
Good Afternoon Revdex.com,
face="C**ibri">Please consider that this customer entered into a financing
agreement with [redacted] directly and Bobs Discount Furniture provided
documentations and expressed this in writing at the time of s**e. Any amount of
interest or financing charges is not under the discretion of Bobs Discount
Furniture to charge or remove. The customer would need to speak to the
financing company directly for further information on credit reporting and
interest charges as Bobs Discount Furniture is the retailer, not the
financing company.
**so expressed to the customer at the time of s**e were our
guidelines for refunds and cancelations. The sales invoice clearly indicated to
the customer that as a business we do not permit any return for cancelation of
merchandise once the merchandise has been accepted into the customer’s possession.
We made major
exceptions in this scenario to work above and beyond our expressed policies to
address this customer’s individu** needs in relation to the power bob bed
adjustable base.
Our records indicate that this customer originally charged a
tot** of $1953.06 to their financing account.
Our records indicate that we have refunded a tot** of
$1803.07 to the customer’s financing account.
The difference in between these two amounts is equal to the
origin** delivery charge associated with the origin** completed delivery that
the customer would still be expected to pay of $149.99.
If the customer is getting and/ or receiving a payment
request for $149.99 from [redacted] our records indicate that it would be
related to the delivery charge of $149.99. Bobs Discount Furniture took this
merchandise back and refunded the financing account for the merchandise, the
merchandise that was taken from the customer’s home could not be re sold and therefore
we lost an immense amount of revenue as a company in an effort to please our
customer. As the customer has disclosed the merchandise was returned strictly
to an event outside of our control and the merchandise had no defects or failures
on the part of our business authorizing this return. Again- as we worked above
and beyond our expressed policies to satisfy this customer’s needs as in individual and did not fail the customer on delivery it is reasonable that the customer is
expected to pay the origin** (agreed to and acknowledged) delivery fee
associated with their financed purchase.
As another extreme
courtesy I have processed a refund for this delivery charge to the customer’s
financing account in the amount of $149.99. For the customer’s records the
transaction number associated with this refund is [redacted]. It can take up
to one full billing cycle for these funds to show as being refunded on any
financing statement. While we are able to complete this refund as an addition**
courtesy we are unable to take ownership for any interest charged on the amount
of this sales order or delivery fee. The customer entered into an agreement
with a third party company and should payments be neglected under those
agreements that remains a dispute between the customer and financing company, not
Bobs Discount Furniture.
Good Afternoon Revdex.com-
We are very sorry this customer is not satisfied. The customer made a choice to sign a contract
with Acceptance Now. This is an option
we offer in the store. We have several
options available to customers. The
customer chose to sign into a contract with ANOW.
We are very sorry that there have been errors
made. We have the foundation scheduled for pickup on
2.4.17. We attempted to pickup on
1.25.17 but when the team was at the home, no one was available.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good
Afternoon [redacted],
I
am so sorry that you are not satisfied with the options for resolution that we
have offered you. I can assure you that we did not wait to place your special order;
the moment that the sale is written into our system the information is
automatically uploaded to a requisite and creates a negative accounting mark
within our system. Yes, this sectional has been discontinued from our sales
floor line up but it does not mean that the vendor (who is a separate company
from Bobs, located overseas) discontinued the production of this set. As a
furniture retailer we are just as displeased as you are in the amount of time
it has taken to receive this merchandise. We truly believed that this order
would come within the initial guidelines we quoted you for and it would be a
tragedy to loose your business. We are trying to reach out to you as our
customer and offer you compensation once your order has been received because
we have no control over the length of time it takes the vendor to get us the
product you have specifically asked for. As it is not a ‘stock’ color available
in our warehouse regretfully we cannot satisfy your concern without making an
effort to work with the restrictions a third party is providing us.
I further apologize that the personnel you
spoke with were unable to locate pictures or information regarding this
sectional. It took me only a moment to pull up the photo and information I have
attached to this communication. Clearly we have a training concern that I thank
you for bringing to my attention so we can continue to grow.
It
is my understanding after speaking with my colleague that you have continued an
open line of communication with her regarding this concern. As to not duplicate
efforts I will ask that you please continue to follow up directly with her at [redacted] .
I
sincerely hope you know that Bobs Discount Furniture is doing everything in our
power to get you this merchandise and it is never out intention to keep our
valuable customer’s waiting when they have granted us the opportunity to serve
them.
Thank
You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Good
Morning Revdex.com,
Please
let [redacted] know that it wasn’t my intention to frustrate him further with my
initial response to his posting. We have offered our customer the best
resolution that is available to him. The reality of this situation is that a
furniture retailer is responsible to provide resolutions for factory defects
that occur to a product within the expressed warranty period provided during
the time of sale. [redacted]’s merchandise is not damaged as a result of a defect
and as pictured, has sustained many instances of customer caused damage. Offering
to repair his product (at no cost to [redacted] and outside the expressed warranty
period) is beyond what Bob’s responsibility is. We are working at full capacity
to resolve our customers concern. [redacted] can contact our Customer Care Office
(###-###-#### Mon-Sat 6:30a -8:00p) at anytime to schedule a repair technician
and we will service this merchandise to the best of our abilities. On a very
large scale we continually resolve our customer’s concerns with first class services
and our fleet of professionally trained technicians.
[redacted]
Bobs Discount Furniture
Good Morning,
The Consumer was contacted by a member of our Corporate Consumer Liaison team upon receipt of this complaint on, July 10, 2014. In an effort to settle the Consumer's concern, we agreed to allow the merchandise to be returned up for a refund,...
back to the [redacted] finance account.
Sincerely,
[redacted]
Good Afternoon Revdex.com, line-break;">
We apologize to our customer for any disappointment
they have experienced while using their protection plan this dispute is in
relation to a claim for service through an entirely different business
([redacted] Protection Products).
In an effort to ensure our customer’s claim was handled fairly I was able to
obtain the denial reasoning in reference to this claim. I have also attached a copy of the Warranty
Card the customer received from [redacted] after purchase and a copy of our Goof
Proof handout the customer was given at the time of purchase. This clearly shows what is covered under the
insurance policy they purchased and the company’s guidelines for claims. [redacted] is a third party insurance
company. Like any other insurance policy
they accept claims that are submitted with when the damage occurred (within 30
days of being reported) and how the damage occurred (to show that it was an
accident and not misuse).
[redacted] has the right to deny claims for coverage under their own guidelines
and has presented enough evidence to us to support the claim being denied.
While we truly wish we could, we are unable to force another business into
overturning a claim. The customer
reported that they did not know how this damage occurred or when. By [redacted]’s guidelines this is not an accident.
Bobs Discount Furniture’s responsibility under the [redacted] Plus Plan
purchased relates to concerns of manufacturing defects (this is outlined on
several pieces of documentation provided at the time of sale) and this damage
is clearly not related to a defect. I
apologize again that we have no further recourse to offer this concern directly
at this time.
Our tech determined that this damage was due to misuse
in the home. Please see attached
technician report, he determined the top surface is bowed due to a heavy tv
being placed on top.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com-
Roman">
We are very sorry that this set did not
live up to the customer’s expectations. As these are not manufacturing defects we are
not obligated to make any offer of resolution. 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
must first accept through the Revdex.com mediation site to release the credit. They are then able to contact any of our
stores for reselection. Advice the store
there is a credit in the system, the store will schedule the new delivery at
the same time as the pickup, ensuring the customer will have a piece in the
home.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different set we will provide a credit (store credit) of 100%. This 100% will
be based off of the original cost paid for the table and chairs only. As with all courtesy reselections the customer
would be responsible for the new delivery fee.
Kindest
Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Tell us why here...
Good
Afternoon [redacted],
I am very sorry for the disappointment you are experiencing with
your merchandise. I assure you that Bobs Discount Furniture cares very much to
satisfy all our customers and we stand behind the quality of our products even
after the expiration of our one year guarantee period. The merchandise you have is made of bonded leather, this would
have been displayed right in front of the set (and still currently is) while
you were making your selection in our showroom. Bonded Leather offers the look
of luxury at a much more affordable price point and as its name depicts, bonded
leather is real leather that is adhered (or bonded) to a fabric backing with a
strong adhesive. Over time and with any amount of use expansion of the
molecules that join the bonded leather to the fabric backing becomes present
and the material starts to separate from itself. Bonded Leather is manufactured
the same way industry wide and peeling over time is not isolated to the bonded
leather products we sell at Bobs Discount Furniture. If you continue to
purchase/maintain bonded leather furniture in your home regretfully peeling can
occur based on the nature of this material’s manufacturing process. You
have had this set for over two years and the direct Bobs warranty on your
merchandise expired over one year ago and as this concern does not stem from a
factory defect in the product’s workmanship and is viewed as normal wear and
tear industry wide, there is generally no recourse for a business to offer
relating to an item’s normal wear and tear.
While
I personally believe that your concern is related to the bonded leather there
are also several different pieces of information associated with your service
call within our records. The technician who visited your home indicated that
the material on the merchandise was “torn” and not “peeling”. The technician further
advised us that you indicated thinking this occurred from the merchandise being
left in direct sunlight and he explained that this “tear” had to have occurred from
an accident in the environment causing this to happen to the bonded leather. Should
the “tear” be the result of an accident there are several scenarios that are
covered under your protection plan called ‘[redacted]’.
I have
searched through our data base several times and I am unable to locate pictures
from his stop at your home. At this time if you seek further assistance through
Bobs Discount Furniture directly we request that you send us pictures of the
damage through this Revdex.com channel you have initiated for mediation.
Please
send a minimum of two photos:
(1) Photo of the merchandise from
a distance so the entire sofa can be seen
(1) Photo of your concern with the
bonded leather at a close range.
After
receipt of your photos we will review the pictures with our Service Managers
and respond with what, if any, further resolution we are able to offer you for
this concern.
I do
apologize to you again for any inconvenience or frustration this concern has
caused you and I look forward to reviewing your pictures so I can aide in
helping you move forward with this claim.
Kind Regards,
[redacted] Bobs Discount Furniture [redacted]
Good Afternoon Revdex.com,
This customer has not responded to the email that I sent on
3.26.2014 – Can you please advise the customer to contact me directly through
this email address or by phone at ###-###-#### so I can establish communication
and provide her with some options for resolution?
Here is a copy of
my email:
From: [redacted] Sent: Wednesday, March 26, 2014 7:02 AMTo: '[redacted]Subject: Revdex.com Claim #- Bobs Discount Furniture
Good Morning [redacted],
My name is [redacted] and I work for
Bobs Discount Furniture as a Customer Care Corporate Liaison. I am emailing you
today because I would like the opportunity to handle your concerns directly and
see what else can be done to resolve your complaint. I am very sorry that you
have been experiencing so many issues with your product and I assure you that
Bobs cares very much for every one of our customers.
Please respond to me and let me know if you
are open to me assisting you directly and I will get to work right away on
researching what options may be available to you for resolution.
Thank you for your time and I apologize
again that the furniture we sold you has caused you so much stress,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their experience with us. With cyber crime and identity theft at a all
time high, we have to take steps to protect our customers.
This customer placed an order through the online system
and entered an incorrect billing address on the credit card used. That triggered the credit card company to
hold. The orders, both, have been
canceled and the monies refunded to the credit card used.
We are sorry; this customer has no pending order with
us. If they would like to place an
order, due to the previous issues, it would have to be done in person, in any
one of our stores. As we do have 10 stores in [redacted], we hope that the
customer will be able to.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
To the best
of my knowledge and as our records reflect a hutch was located for this
customer at our [redacted] location. Several of our Store Managers, our
Corporate Offices, and even our Delivery Managers have all been involved in
trying to satisfy our customer’s concern with the tools we have available to
us. I apologize to [redacted] again for the various amount of information he was
given regarding this hutch, however I am unable to comments on what he alleges
he was told at this time of sale as I was not present. I can only work to try
and satisfy his concern by moving forward and we have all put forth an immense
amount of effort to help our customer.
Our records
reflect that as of 5.09.2014 the customer was going to go see the hutch at our [redacted] location.
Thank You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning...
Revdex.com-
We are sorry that this customer’s
purchase has not lived up to her expectations.
The customer called into us that there was an issue with scratches on
the bed and was directed to [redacted], because she could not tell them how and
when the scratches occurred, the claim was denied, as it was not an
accident.
I do not see any mention on the customer’s
account that there is an issue with assembly.
If the bed feels loose or wobbly or creaks it may be that it needs to be
tightened. We can certainly send a tech
out to tighten or adjust the bed.
We would not be able to offer a
reselection without a technician report.
If the tech finds the pieces are defective, we certainly can offer a
reselection at that time. As this
customer purchased through [redacted] and not Bob’s it would have to go through
[redacted]. This customer should call
into customer care to set up a service appointment at their earliest convenience.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Roger,
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 have gotten the issue
rectified already. I absolutely agree
that having the pieces in the home for months and not being able to use one is
unfair and unacceptable.
The correct part, to fix the issue, is in
stock. I have reached out to our parts
department to request that it be shipped out as soon as possible. As these pieces in the home were special
ordered, it would take much longer to replace the piece, then to have the new
part installed to fix the issue.
If you would be willing to wait for the new
motor we can offer compensation for this extreme inconvenience. If you are willing to discuss this offer please
reply to the Revdex.com mediation site and I will reach out to you directly to discuss
options.
Again I truly apologize for the
inconvenience this experience is causing you and that you are forced to wait on
the furniture you purchased to be perfect. If there was anyway to get the parts
to you sooner, I assure you that we would take that route immediately.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
I did not use the plan once before. In fact, [redacted] REFUSED to service me after my initial request because I wasn't sure how the table got damaged and I had to FIGHT with my salesman at Bobs to get someone from the store to fix the problem. I want my $69.99 back. Maybe this would be best settle din small claims court. In any event, I will make sure NEVER to shop at Bob's again. You suck at customer service Bobs. Really and truly. I have never experienced such nonsense.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
face="Times New Roman" size="3">
Please pass on our sincerest apologies for any lack of
care or confusion our customer’s concern was met with while it was being
reported to us.
The customer is welcome to email the photos they
planned to submit directly to me at [redacted]
or submit them thru this Revdex.com channel they have selected to open.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison