Good Afternoon Revdex.com,
Roman">
Please pass on our sincerest apologies to the customer for the concern they
have existing. The customer signed an agreement with an entirely separate
company from Bobs Discount Furniture – the agreement that the customer is
referring to signifies that it belongs to the [redacted] – not Bobs
Discount Furniture.
We apologize that we were not able to fulfill the order. The order has been canceled and the customer is
entitled to a refund for the payment that was made. That refund must be done through [redacted] as they accepted the payment, not Bob’s.
I reached out to the [redacted] desk and they are waiting for the customer to
make contact, so they can process the refund.
Kindest Regards,
Tracy N. S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
I first purchased my couch from Bob's Discount Furniture less than one year ago in Winter of 2015. I noticed a defect with the coil springs in the couch and filed a complaint in July 2016. I was told this was a known defect and would be shipped replacement parts by late September of that year. When October came and I still had not received my parts I called customer service. The call center was unable to answer my questions due to computer outages (call center is in GA, recently struck by Hurricane Matthew). I was told they would resubmit my claim for store credit. When I went back to the physical store to look at couches I noticed the same couch (defected) is still being sold. I brought this to the sales associate and store manager who were both unresponsive. Two weeks later I contacted the customer service center to find out the status of my claim, I was hung up on twice. I then called back the physical store where the store manager was able to put me through to a corporate customer service representative (Michael). After dealing with this and fearing another fiasco with this company I am unwilling to put anymore money in to this. Which unfortunately is what it would take to get a couch at Bob's Discount furniture without a defect. I explained this to him and his only options were to resend me the defected parts or give me a store credit. That's it. No other refund exception for a customer who is frustrated and has been given no assistance. To add to this my "store credit" has an expiration date of less than two months from today. Very poor experience all around from the physical store, to it's managers, to the call center and customer service representatives.
Please pass on our sincerest apologies for
the inconvenience the multiple deliveries and un- honored agreements have
caused to our customer. We can certainly understand the customer’s frustration
with us and acknowledge the reasons why the customer feels they are owed
something additional after their concerns have been resolved.
Bob’s prides itself on providing quality
service and the best value product for the price. Our primary focus is on
making the concern we caused right so that our customer is satisfied with the
product that they have purchased from us. We have resolved the original concerns
and delivered the customer the merchandise expected in good condition.
In researching this customer’s account I
see that we have already taken major
steps beyond our normal policies to address our failures and compensation
requests with this individual directly. Working beyond a structure that is set
in place for all customers alike is a retailer’s way of adequately accommodating
a customer who we have clearly taken responsibility for disappointing.
Kindest Regards,
Stephanie ** G[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.
Regretfully I am unable to locate any account information that matches this
consumer’s complaint within our internal records.
I have looked under the name, phone number, and address provided here and find
no account.
Can you please ask the consumer to verify the invoice number (order number)
associated with their purchase so that I can proceed in assisting on this
complaint further? They can locate this order number via the sales
receipt provided at the time of purchase.
If the invoice number is unavailable please ask if the
customer can provide the original delivery address for this merchandise or any
alternate phone numbers that may bring up their account records.
We ask that the customer responds to us thru this Revdex.com channel so that your
efforts in excellent mediation assistance are not wasted.
I
apologize for the frustration you have endured while seeking to use the
protection plan you purchased for your furniture. The [redacted] Plan is
extremely valuable and Bobs would never make an attempt to sell you anything
that we did not feel held the value of its price point. The simplest way I can
explain the plan to you is to state it is insurance for your furniture and does
cover incidents that occur to your furniture from accidents inside your home
(beyond normal use). Your sofa frame is currently covered through [redacted] for
five years, the reason your claim was denied was because it wasn’t reported as
the result of an accident occurring. I will most certainly follow up on the
coaching concern we have as you indicate that our Customer Care Agent referred you
to your [redacted] Plan incorrectly.
Bobs
Discount Furniture is unable to overturn [redacted] denials on this plan, your
plan is managed and owned by the [redacted] company and as it is stated in their
documents, you may cancel your plan with them directly at anytime. If you are
seeking to cancel this plan because you truly feel it is invaluable, you will
want to contact the [redacted] company directly and make this request.
In
regards to the concern with your sofa’s frame, we can offer to set up an
appointment to have one of our factory trained service technician’s dispatched
to your home. As illustrated on your sale invoice your factory defect warranty
through Bobs Discount Furniture is for a period of one year beginning on the
day of delivery. You are currently beyond that warranty period and you do not
posses valid warranty coverage directly through Bobs. I am terribly sorry that when our first
technician visited your home he lost your confidence in his ability to make a
repair on your sofa. I believe what he was trying to convey was that since you
have no warranty coverage through Bobs Discount Furniture remaining and we aren’t
asking you to pay for this repair we are able to make this repair on a ‘Best
Effort’ basis. 9 out of 10 times our technicians can repair merchandise back to
better than showroom quality and we hold a mass amount of pride in resolving
any merchandise concerns with quality services. There are exclusions to the guarantee
of workmanship because of the fact that you are not paying for this service out
of pocket and due to your warranty status being void. By disclosing this
information we are only seeking to remain transparent, honest, and fair.
Please
let me know if you would like to schedule a date for one of our technicians to
re- visit your residence and perform a ‘Best Effort’ service at no charge to
you. We offer services Tuesday – Saturday and provide you with a two hour
estimated window for our technician’s arrival 1-2 days before the scheduled
service date. You may also contact us
back at ###-###-#### (Mon –Sat 6:30a -8:00p) to schedule this new service date.
Thank
You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
New Roman" size="3">
Please pass on our apologies for the poor experience
our customer dealt with while waiting for their delivery. Regretfully on this
day our organization made a mistake and we did the best we could in the most
efficient time we could to correct that mistake and get our customer their
delivery. Our records show that the customer’s chests were successfully
delivered on their scheduled date of 12.11.2015.
Again we are very sorry and remain disappointed in
ourselves when any customer has to experience unintended additional wait time
outside of their estimated delivery window. We are unable to refund a fee for a
service that was completed and in order to provide fairness to all consumers
alike we do not offer apology amounts based off of any one individual’s time. As
a further form of apology we would be happy to provide our customer with a
$50.00 Bobs Discount Furniture Gift Card.
Please
have the customer review our offer and respond to the Revdex.com as ‘satisfied’ if
they would like our offer processed. Please ask the customer to be as specific
as possible in their response (a copy paste of our communication is acceptable
and recommended) so there is no hold up in them actually receiving
compensation.
Processing: There are
different ways available to process this gift card (please advise the customer we are expecting that they make us aware of
which processing route they prefer): ...⇄ Either
–
1.
The Gift Card can be mailed to
the customer’s billing address and can be expected by regular mail within 10-14
business days. This physical card will have a number on the back of it that
allows it to be used within a showroom or for any of our online items.
2.
The Gift Card can be
electronically uploaded to the customer’s Bobs Discount Furniture customer
number and the customer can access the funds by supplying our retail location
with their telephone number at the time they are seeking to use this gift card
within any of showroom locations. Complete processing of this request normally
takes 24-72 business hours and this type of gift card may only be used to
purchase items within our physical showroom or outlet locations (no use
permitted online).
3.
The Gift Card can be processed as
an ‘E-Card’ which means we will send the customer an email confirmation with
the gift card number and they may use this gift card number within a showroom
or for any of our online items. Complete processing of this request normally
takes 24-72 business hours and we would use this email address: [redacted] to process to.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,Please listen and read the attachments above! I have spoken with Mr. [redacted] and informed him of the status of his order. Another representative from our Liaison department attempted to contact Mr. [redacted] earlier today to inform him that the table is...
available for delivery, yet he has not returned her (Jennifer)calls to schedule a delivery date.Thanks[redacted]
Good Morning again [redacted],
I understand your apprehension about accepting a part that may not
correct your issue. I was only seeking to be completely honest with you and
express our minor trepidation. The part that we located within our warehouse is
not of a used origin. Our normal stock quantity of this particular part is not
of a high number because we do not continually experience the same issues with
this product. The sectional you purchased is one of our top sellers and if we
were continually met with issues we would most likely seek to discontinue this
item and we are actually in the process of adding an additional power model of
this same furniture family to our sales lineup.
I’m so sorry that you feel you haven’t been provided good customer
care and I am genuinely very sorry you have experienced this concern twice – to
your valid point of needing a replacement before and that replacement failing
you we are confident that a new replacement part along with a quality installation
will finally resolve your concern. A large part of ensuring good customer care
is providing your customer with options that will help them and not cause
potential future concerns or aggravations.
We will continue to work on your behalf to seek this part order
before its current estimated arrival date and if there is any change to its
status you will receive it sooner than expected. I am so sorry again [redacted] and
I look forward to being able to satisfy you when the replacement part arrives.
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
First of all, I’ll like to thank Revdex.com for giving me a window of opportunity in solving this matter, and also thanks to Tracy Sanborn from Bob’s Discount Furniture for finally recognizing that the mattress was indeed a manufacturing defect (which was rejected twice).
After receiving the answer from Bob’s, I went to the local store on Nov 25th 2016, to set up an arrangement for the replacement of the mattress, and to make sure of that the tech was sent out to check all the furniture in question. (Not just the dining table’s chairs) I got the confirmation from the store manager Laurie, that he was sent out to check everything, who by the way sent an email to the corporate office.
Then told me that someone from the “[redacted] service will contact me within 5 to 7 business days to discuss the issues, and if needed they will send out a technician again to inspect the remaining furniture.
As clearly stated in the [redacted]:
TheGoof Proof Plus plan not only extends our Bob’s factory warranty from one to FIVE years, it also protects you from a variety ofcidental damages you may cause in those FIVE long years!.
Bob's 5 year [redacted] provides comprehensive coverage against accidental stains or damages on leather, fabric and vinyl upholstered furniture, wood and other hard surface furniture. Even with careful use furniture can get damaged. The Goof Proof Plus Protection Plan lets you live with the furniture you love, instead of around it.
Fabrics, Leather & Vinyl Upholstered furniture
*Food, Gum or Beverage Stains.
*Human and Pet Bodily fluid Stains.
*Grass and Grease stains.
*Ball Point pen Ink, Marker and Crayon Stains.
*Nail polish and Nail Polish Remover Stains.
*Cosmetics and Lipstick Stains.
*Rips, Tears, Cuts, Punctures and Burns.
*Breakage of Frame, Springs, Sleepers, Reclining, Heating and Vibrating Mechanisms.
Wood and Hard Surface Furniture.
* Food, Gum or Beverage Stains.
*Nail polish and Nail Polish Remover Stains.
*Breakage of the Wood Frame or Structure or other Hard Surface.
*Gouge, Chip, Burn, Heat Mark, or any Liquid Ring Mark.
*Chip, Scratch, or Breakage of Glass or Mirror Components.
*Loss of Silvering on Mirrors
There shouldn’t be a problem since I have the [redacted] Plan for 5 years on both the Chairs and the Loveseat.
Sincerely,
[redacted]
Good Afternoon Revdex.com-
We are very sorry for any...
miscommunication that occurred and
for the inconvenience this customer has experienced. The parts are located in our Connecticut
facility. No one would have been able to
come fix the broken leg the same day.
The parts have been shipped and the customer has been scheduled for the
part installation. We welcome the customer
to call in once the installation is completed for an account review for compensation, as he has already spoken with Diana and has
her direct number.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
size="3">
Please pass on our apologies to [redacted] for the inconvenience
the delivery team’s negligence has caused and may continue to cause to he and
his family. We assure [redacted] that his property claim has been correctly filed
with the third party trucking company involved and we will ensure the obvious
coaching concerns presented are addressed accordingly.
As [redacted]’s property claim is being handled by the trucking company
that caused the damages, [redacted] can expect follow up from that third party and
not Bobs Discount Furniture directly. Per our contractual agreements with this
trucking company they are owed a fair chance to process resolution on their
claim prior to Bobs Discount Furniture asserting ourselves into a situation
where it is most likely unnecessary.
I have sent a message on [redacted]’s behalf to our Delivery Managers
and the trucking company involved in this claim to please contact him as soon
as possible.
I see that we have sent out a technician to repair the damage to
the furniture and we are set up to exchange one piece on 3/16/16. This will complete the delivery for this
customer.
The depot will reach out regarding the property damage.
We will absolutely be able to offer compensation for the
frustration of multiple deliveries and services. Once the exchange is completed on 3/16/16
please call into customer care and request an account review for
compensation. We normally offer this
compensation as a Bob’s gift card. I have
noted the account that due to the severity of these issues, we can offer the
compensation as a refund to [redacted].
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Please pass on our sincerest apologies
for any confusion set forth during this customer’s web purchase. We further
apologize for the rude behavior the customer cites to have been met with while
speaking with our Customer Care Team; we take great pride in ensuring that we
always offer our customer’s the best care possible and have already begun
researching this interaction so that we may take the appropriate coaching
opportunities.
Following
our normal successful procedure for web orders, the stock of the merchandise is
never disclosed during the purchasing process on the web. The website does not
allow the customer to schedule a delivery date and after the order is placed a
Bob’s representative contacts the customer and advises the customer of the
anticipated delivery dates we can provide based off of our current warehouse
stock. This is the same process that occurs daily on our sales floor and in the
majority of cases we have plenty of stock available to provide our customer’s
selections with. In rare occurrences we are met with an expected shipping delay
from the overseas vendors we work with.
We still immediately communicate this finding to our customer and while
we apologize again for any confusion this customer experienced the act of “false
advertising” doesn’t exist in this scenario due to the nature of the orders
lifecycle. Per our sales invoice should
the customer wish to cancel and receive a full refund prior to taking possession
of the merchandise, this is always available. This works directly in the
customer’s favor in the case we are met with any unexpected delay in our
container shipments.
At
this time this customer’s merchandise is not showing on back order and our
records indicate that this merchandise is set to be delivered on 4.09.2015 to
the following shipping name/address information:
[redacted]
Bob’s prides itself on providing quality
service and the best value product for the price. Our primary focus is on
making any concern we have caused right so that our customer is satisfied with
the product that they have purchased from us. We currently have a delivery
scheduled resolve this customer’s concern and have worked above and beyond our
normal policies by providing this customer with an apology gift card when the occurrence
of disappointment is and was beyond our control. A delivery fee is charged for
the honest fact that the customer is contracting a delivery service along with
their sales order, we do not work the price of delivery into the price of our
discounted products and as the customer still expects the delivery to take
place, the charge for delivery remains a reasonable association to this sales
order.
With review and respect to all the facts
communicated above we do consider this concern closed as resolved from our end
at this time.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
size="3">Good Afternoon Revdex.com,
Please pass on our sincerest apologies for
any confusion we caused to our customer during the initial time of purchase.
Our records indicate that our retail location re entered this sales order on
8.18.2015 and the merchandise associated was successfully delivered to our
customer on 8.21.2015.
At this time we consider this concern
resolved; if the customer is seeking additional help for a different concern please
ask them to respond to us and we will be happy to assist.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
Due to the immediate nature of this...
complaint, we have
reached out to the customer directly to discuss our offer of resolution. The customer has accepted our offer and may
reply to the Revdex.com mediation service with their decision. We thank the Revdex.com for bringing this to our
attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their experience with us.
Regretfully I am unable to locate any account information that matches this
consumer’s complaint within our internal records.
I have looked under the name, phone number, email address and address provided
here and am not able to locate any account that matches.
We respectfully request the consumer verify the invoice number (order number)
associated with their purchase so that I can proceed in assisting on this
complaint further? They can locate this order number via the sales
receipt provided at the time of purchase.
If the invoice number is unavailable please ask if the
customer can provide the original delivery address for this merchandise or any
alternate phone numbers that may bring up their account records.
We ask that the customer responds to us thru this Revdex.com channel so that your
efforts in mediation assistance are not wasted.
I apologize that you have personally
experienced any...
disappointment while working with Bobs directly or speaking
with the [redacted] company.
As the Revdex.com is aware, the size of our
business is massive and we would not be continuing to grow so rapidly into new
territories if we operated without honesty and transparency. Word of mouth
travels extremely fast especially in an age of technology and It is a terrible
fact I learned many years ago in my business that a happy customer will
typically tell 10 of their family/friends while an unhappy customer will tell
20 of their family/friends. Add social media into the mix of that and you can
place a zero on the end of both those figures. I do not deny that we, like any
business, have unhappy customers who have experienced failures or headaches
while seeking to resolve their claims. The internet is a place where
information even from many years prior remains currently viewed and judged
upon. Many customers whose claims have been resolved or denial results
overturned don’t feel the need to take action on reposting/posting positive
feedback.
In regards to our [redacted] Plans we have a very high ratio of approved claims
through this plan and the company we partner with. Sadly it is not common that
a customer can access a data base made by other customers of great reviews on
their successful claims experiences. In most cases the plan costs about 10% of
the merchandise cost to the customer and Bobs is paying for technicians (don’t
forget about gas), parts, and the cost of disposing and providing new
merchandise in many scenarios. I cannot imagine how we would be making money
off of this plan when we are paying out far more than what is charged to help
our customers. I do apologize that this customer believes to have experienced
any confusion during their time of sale, we do not deceive our customers,
support products and plans we do not find valuable, and we do not force our
customer into buying any product. To categorize our protection plan as poor
quality or state that all of our customers are complaining just doesn't
give the nearly 3,000 customers that are receiving a great experience today and
in the future, as well as my nearly 4,000 team members who strive every day to
make the experience a pleasant one, ample credit.
[redacted] offered the replacement value of the table. If this customer had accepted the offer, the
exchange could have been created and a new table on its way to the home. The offer they made is standard, industry
wide. [redacted]’s responsibility is to
authorize the credit, and then a Bob’s representative would reach out to handle
the paperwork in our system. We are happy
to answer any question on the process, which in this customer’s case has been
handles correctly. They would not offer
recourse on pieces not included in the claim, the claim was for the table top, and
they accepted the claim and made an offer.
The same table is available at the same price the customer paid.
Kindest Regards,
Tracy S[redacted]
Corporate Customer Care Liaison
Bob’s Discount Furniture
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
The inspector touched and ripped out my whole right side track of my drawer and left me the piece. This was on my TV chest on the first drawer. I want my full refund for TV chest cost including taxes, delivery fee and [redacted] I will not accept that I have to pay for what the inspector did.
Good Afternoon Revdex.com-
We are very sorry that the customer is...
having difficulties
using the [redacted] I was
able to review the claims that the customer has submitted. The claim that was placed 12.15.16 did not
qualify as it was not an accident. The
coverage is for damage caused through a single accident. Placing a decorative piece, on the table that
caused damage to the finish, is not an accident. This does not imply the customer meant to
damage the table. An accident is an
incident that can not be prevented from occurring. (Example- someone becoming sick, someone
falling into a piece, etc.) Placing a “decorative
piece” on the table without taking necessary precautions to protect the finish
is not an accident. Offering this
customer a service would only waste this customer’s time as table tops can not
be repaired even by our excellent technicians.
We are not able to offer any resolution to this customer.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com,
Our records reflect that this foundation was delivered on 05/22/2014
and our customer reported this concern to us on 7/7/2014. We are unable to
accept responsibility for this type of damage given the product was sold as is
and the reporting timeframe in which we were made aware of our customer’s
concern. We apologize again for the product not meeting our customer’s
expectation of quality for price and can upgrade our offer of accommodation to
a $75.00 Bobs Discount Furniture Gift Card.
This is a fair option for resolution provided all facts
within this scenario and we do seek to help our customer actually solve this
concern by aiding in the purchase of a new foundation.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is it is what it is. Not the resolution I was hoping for.
Bob's discount furniture is bad quality. Does not last more than a few years. I will never buy furniture from them again.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
Roman">
Please pass on our sincerest apologies to the customer for the concern they
have existing. The customer signed an agreement with an entirely separate
company from Bobs Discount Furniture – the agreement that the customer is
referring to signifies that it belongs to the [redacted] – not Bobs
Discount Furniture.
We apologize that we were not able to fulfill the order. The order has been canceled and the customer is
entitled to a refund for the payment that was made. That refund must be done through [redacted] as they accepted the payment, not Bob’s.
I reached out to the [redacted] desk and they are waiting for the customer to
make contact, so they can process the refund.
Kindest Regards,
Tracy N. S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
I first purchased my couch from Bob's Discount Furniture less than one year ago in Winter of 2015. I noticed a defect with the coil springs in the couch and filed a complaint in July 2016. I was told this was a known defect and would be shipped replacement parts by late September of that year. When October came and I still had not received my parts I called customer service. The call center was unable to answer my questions due to computer outages (call center is in GA, recently struck by Hurricane Matthew). I was told they would resubmit my claim for store credit. When I went back to the physical store to look at couches I noticed the same couch (defected) is still being sold. I brought this to the sales associate and store manager who were both unresponsive. Two weeks later I contacted the customer service center to find out the status of my claim, I was hung up on twice. I then called back the physical store where the store manager was able to put me through to a corporate customer service representative (Michael). After dealing with this and fearing another fiasco with this company I am unwilling to put anymore money in to this. Which unfortunately is what it would take to get a couch at Bob's Discount furniture without a defect. I explained this to him and his only options were to resend me the defected parts or give me a store credit. That's it. No other refund exception for a customer who is frustrated and has been given no assistance. To add to this my "store credit" has an expiration date of less than two months from today. Very poor experience all around from the physical store, to it's managers, to the call center and customer service representatives.
Good Morning Revdex.com,...
Please pass on our sincerest apologies for
the inconvenience the multiple deliveries and un- honored agreements have
caused to our customer. We can certainly understand the customer’s frustration
with us and acknowledge the reasons why the customer feels they are owed
something additional after their concerns have been resolved.
Bob’s prides itself on providing quality
service and the best value product for the price. Our primary focus is on
making the concern we caused right so that our customer is satisfied with the
product that they have purchased from us. We have resolved the original concerns
and delivered the customer the merchandise expected in good condition.
In researching this customer’s account I
see that we have already taken major
steps beyond our normal policies to address our failures and compensation
requests with this individual directly. Working beyond a structure that is set
in place for all customers alike is a retailer’s way of adequately accommodating
a customer who we have clearly taken responsibility for disappointing.
Kindest Regards,
Stephanie ** G[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.
Regretfully I am unable to locate any account information that matches this
consumer’s complaint within our internal records.
I have looked under the name, phone number, and address provided here and find
no account.
Can you please ask the consumer to verify the invoice number (order number)
associated with their purchase so that I can proceed in assisting on this
complaint further? They can locate this order number via the sales
receipt provided at the time of purchase.
If the invoice number is unavailable please ask if the
customer can provide the original delivery address for this merchandise or any
alternate phone numbers that may bring up their account records.
We ask that the customer responds to us thru this Revdex.com channel 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
[redacted],
I
apologize for the frustration you have endured while seeking to use the
protection plan you purchased for your furniture. The [redacted] Plan is
extremely valuable and Bobs would never make an attempt to sell you anything
that we did not feel held the value of its price point. The simplest way I can
explain the plan to you is to state it is insurance for your furniture and does
cover incidents that occur to your furniture from accidents inside your home
(beyond normal use). Your sofa frame is currently covered through [redacted] for
five years, the reason your claim was denied was because it wasn’t reported as
the result of an accident occurring. I will most certainly follow up on the
coaching concern we have as you indicate that our Customer Care Agent referred you
to your [redacted] Plan incorrectly.
Bobs
Discount Furniture is unable to overturn [redacted] denials on this plan, your
plan is managed and owned by the [redacted] company and as it is stated in their
documents, you may cancel your plan with them directly at anytime. If you are
seeking to cancel this plan because you truly feel it is invaluable, you will
want to contact the [redacted] company directly and make this request.
In
regards to the concern with your sofa’s frame, we can offer to set up an
appointment to have one of our factory trained service technician’s dispatched
to your home. As illustrated on your sale invoice your factory defect warranty
through Bobs Discount Furniture is for a period of one year beginning on the
day of delivery. You are currently beyond that warranty period and you do not
posses valid warranty coverage directly through Bobs. I am terribly sorry that when our first
technician visited your home he lost your confidence in his ability to make a
repair on your sofa. I believe what he was trying to convey was that since you
have no warranty coverage through Bobs Discount Furniture remaining and we aren’t
asking you to pay for this repair we are able to make this repair on a ‘Best
Effort’ basis. 9 out of 10 times our technicians can repair merchandise back to
better than showroom quality and we hold a mass amount of pride in resolving
any merchandise concerns with quality services. There are exclusions to the guarantee
of workmanship because of the fact that you are not paying for this service out
of pocket and due to your warranty status being void. By disclosing this
information we are only seeking to remain transparent, honest, and fair.
Please
let me know if you would like to schedule a date for one of our technicians to
re- visit your residence and perform a ‘Best Effort’ service at no charge to
you. We offer services Tuesday – Saturday and provide you with a two hour
estimated window for our technician’s arrival 1-2 days before the scheduled
service date. You may also contact us
back at ###-###-#### (Mon –Sat 6:30a -8:00p) to schedule this new service date.
Thank
You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
New Roman" size="3">
Please pass on our apologies for the poor experience
our customer dealt with while waiting for their delivery. Regretfully on this
day our organization made a mistake and we did the best we could in the most
efficient time we could to correct that mistake and get our customer their
delivery. Our records show that the customer’s chests were successfully
delivered on their scheduled date of 12.11.2015.
Again we are very sorry and remain disappointed in
ourselves when any customer has to experience unintended additional wait time
outside of their estimated delivery window. We are unable to refund a fee for a
service that was completed and in order to provide fairness to all consumers
alike we do not offer apology amounts based off of any one individual’s time. As
a further form of apology we would be happy to provide our customer with a
$50.00 Bobs Discount Furniture Gift Card.
Please
have the customer review our offer and respond to the Revdex.com as ‘satisfied’ if
they would like our offer processed. Please ask the customer to be as specific
as possible in their response (a copy paste of our communication is acceptable
and recommended) so there is no hold up in them actually receiving
compensation.
Processing: There are
different ways available to process this gift card (please advise the customer we are expecting that they make us aware of
which processing route they prefer):
...⇄ Either
–
1.
The Gift Card can be mailed to
the customer’s billing address and can be expected by regular mail within 10-14
business days. This physical card will have a number on the back of it that
allows it to be used within a showroom or for any of our online items.
2.
The Gift Card can be
electronically uploaded to the customer’s Bobs Discount Furniture customer
number and the customer can access the funds by supplying our retail location
with their telephone number at the time they are seeking to use this gift card
within any of showroom locations. Complete processing of this request normally
takes 24-72 business hours and this type of gift card may only be used to
purchase items within our physical showroom or outlet locations (no use
permitted online).
3.
The Gift Card can be processed as
an ‘E-Card’ which means we will send the customer an email confirmation with
the gift card number and they may use this gift card number within a showroom
or for any of our online items. Complete processing of this request normally
takes 24-72 business hours and we would use this email address: [redacted] to process to.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,Please listen and read the attachments above! I have spoken with Mr. [redacted] and informed him of the status of his order. Another representative from our Liaison department attempted to contact Mr. [redacted] earlier today to inform him that the table is...
available for delivery, yet he has not returned her (Jennifer)calls to schedule a delivery date.Thanks[redacted]
Good Morning again [redacted],
I understand your apprehension about accepting a part that may not
correct your issue. I was only seeking to be completely honest with you and
express our minor trepidation. The part that we located within our warehouse is
not of a used origin. Our normal stock quantity of this particular part is not
of a high number because we do not continually experience the same issues with
this product. The sectional you purchased is one of our top sellers and if we
were continually met with issues we would most likely seek to discontinue this
item and we are actually in the process of adding an additional power model of
this same furniture family to our sales lineup.
I’m so sorry that you feel you haven’t been provided good customer
care and I am genuinely very sorry you have experienced this concern twice – to
your valid point of needing a replacement before and that replacement failing
you we are confident that a new replacement part along with a quality installation
will finally resolve your concern. A large part of ensuring good customer care
is providing your customer with options that will help them and not cause
potential future concerns or aggravations.
We will continue to work on your behalf to seek this part order
before its current estimated arrival date and if there is any change to its
status you will receive it sooner than expected. I am so sorry again [redacted] and
I look forward to being able to satisfy you when the replacement part arrives.
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
cidental damages you may cause in those FIVE long years!.
I am rejecting this response because:
First of all, I’ll like to thank Revdex.com for giving me a window of opportunity in solving this matter, and also thanks to Tracy Sanborn from Bob’s Discount Furniture for finally recognizing that the mattress was indeed a manufacturing defect (which was rejected twice).
After receiving the answer from Bob’s, I went to the local store on Nov 25th 2016, to set up an arrangement for the replacement of the mattress, and to make sure of that the tech was sent out to check all the furniture in question. (Not just the dining table’s chairs) I got the confirmation from the store manager Laurie, that he was sent out to check everything, who by the way sent an email to the corporate office.
Then told me that someone from the “[redacted] service will contact me within 5 to 7 business days to discuss the issues, and if needed they will send out a technician again to inspect the remaining furniture.
As clearly stated in the [redacted]:
TheGoof Proof Plus plan not only extends our Bob’s factory warranty from one to FIVE years, it also protects you from a variety of
Bob's 5 year [redacted] provides comprehensive coverage against accidental stains or damages on leather, fabric and vinyl upholstered furniture, wood and other hard surface furniture. Even with careful use furniture can get damaged. The Goof Proof Plus Protection Plan lets you live with the furniture you love, instead of around it.
Fabrics, Leather & Vinyl Upholstered furniture
*Food, Gum or Beverage Stains.
*Human and Pet Bodily fluid Stains.
*Grass and Grease stains.
*Ball Point pen Ink, Marker and Crayon Stains.
*Nail polish and Nail Polish Remover Stains.
*Cosmetics and Lipstick Stains.
*Rips, Tears, Cuts, Punctures and Burns.
*Breakage of Frame, Springs, Sleepers, Reclining, Heating and Vibrating Mechanisms.
Wood and Hard Surface Furniture.
* Food, Gum or Beverage Stains.
*Nail polish and Nail Polish Remover Stains.
*Breakage of the Wood Frame or Structure or other Hard Surface.
*Gouge, Chip, Burn, Heat Mark, or any Liquid Ring Mark.
*Chip, Scratch, or Breakage of Glass or Mirror Components.
*Loss of Silvering on Mirrors
There shouldn’t be a problem since I have the [redacted] Plan for 5 years on both the Chairs and the Loveseat.
Sincerely,
[redacted]
Good Afternoon Revdex.com-
We are very sorry for any...
miscommunication that occurred and
for the inconvenience this customer has experienced. The parts are located in our Connecticut
facility. No one would have been able to
come fix the broken leg the same day.
The parts have been shipped and the customer has been scheduled for the
part installation. We welcome the customer
to call in once the installation is completed for an account review for compensation, as he has already spoken with Diana and has
her direct number.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com,
size="3">
Please pass on our apologies to [redacted] for the inconvenience
the delivery team’s negligence has caused and may continue to cause to he and
his family. We assure [redacted] that his property claim has been correctly filed
with the third party trucking company involved and we will ensure the obvious
coaching concerns presented are addressed accordingly.
As [redacted]’s property claim is being handled by the trucking company
that caused the damages, [redacted] can expect follow up from that third party and
not Bobs Discount Furniture directly. Per our contractual agreements with this
trucking company they are owed a fair chance to process resolution on their
claim prior to Bobs Discount Furniture asserting ourselves into a situation
where it is most likely unnecessary.
I have sent a message on [redacted]’s behalf to our Delivery Managers
and the trucking company involved in this claim to please contact him as soon
as possible.
I see that we have sent out a technician to repair the damage to
the furniture and we are set up to exchange one piece on 3/16/16. This will complete the delivery for this
customer.
The depot will reach out regarding the property damage.
We will absolutely be able to offer compensation for the
frustration of multiple deliveries and services. Once the exchange is completed on 3/16/16
please call into customer care and request an account review for
compensation. We normally offer this
compensation as a Bob’s gift card. I have
noted the account that due to the severity of these issues, we can offer the
compensation as a refund to [redacted].
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,...
Please pass on our sincerest apologies
for any confusion set forth during this customer’s web purchase. We further
apologize for the rude behavior the customer cites to have been met with while
speaking with our Customer Care Team; we take great pride in ensuring that we
always offer our customer’s the best care possible and have already begun
researching this interaction so that we may take the appropriate coaching
opportunities.
Following
our normal successful procedure for web orders, the stock of the merchandise is
never disclosed during the purchasing process on the web. The website does not
allow the customer to schedule a delivery date and after the order is placed a
Bob’s representative contacts the customer and advises the customer of the
anticipated delivery dates we can provide based off of our current warehouse
stock. This is the same process that occurs daily on our sales floor and in the
majority of cases we have plenty of stock available to provide our customer’s
selections with. In rare occurrences we are met with an expected shipping delay
from the overseas vendors we work with.
We still immediately communicate this finding to our customer and while
we apologize again for any confusion this customer experienced the act of “false
advertising” doesn’t exist in this scenario due to the nature of the orders
lifecycle. Per our sales invoice should
the customer wish to cancel and receive a full refund prior to taking possession
of the merchandise, this is always available. This works directly in the
customer’s favor in the case we are met with any unexpected delay in our
container shipments.
At
this time this customer’s merchandise is not showing on back order and our
records indicate that this merchandise is set to be delivered on 4.09.2015 to
the following shipping name/address information:
[redacted]
Bob’s prides itself on providing quality
service and the best value product for the price. Our primary focus is on
making any concern we have caused right so that our customer is satisfied with
the product that they have purchased from us. We currently have a delivery
scheduled resolve this customer’s concern and have worked above and beyond our
normal policies by providing this customer with an apology gift card when the occurrence
of disappointment is and was beyond our control. A delivery fee is charged for
the honest fact that the customer is contracting a delivery service along with
their sales order, we do not work the price of delivery into the price of our
discounted products and as the customer still expects the delivery to take
place, the charge for delivery remains a reasonable association to this sales
order.
With review and respect to all the facts
communicated above we do consider this concern closed as resolved from our end
at this time.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
size="3">Good Afternoon Revdex.com,
Please pass on our sincerest apologies for
any confusion we caused to our customer during the initial time of purchase.
Our records indicate that our retail location re entered this sales order on
8.18.2015 and the merchandise associated was successfully delivered to our
customer on 8.21.2015.
At this time we consider this concern
resolved; if the customer is seeking additional help for a different concern please
ask them to respond to us and we will be happy to assist.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
Due to the immediate nature of this...
complaint, we have
reached out to the customer directly to discuss our offer of resolution. The customer has accepted our offer and may
reply to the Revdex.com mediation service with their decision. We thank the Revdex.com for bringing this to our
attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their experience with us.
Regretfully I am unable to locate any account information that matches this
consumer’s complaint within our internal records.
I have looked under the name, phone number, email address and address provided
here and am not able to locate any account that matches.
We respectfully request the consumer verify the invoice number (order number)
associated with their purchase so that I can proceed in assisting on this
complaint further? They can locate this order number via the sales
receipt provided at the time of purchase.
If the invoice number is unavailable please ask if the
customer can provide the original delivery address for this merchandise or any
alternate phone numbers that may bring up their account records.
We ask that the customer responds to us thru this Revdex.com channel so that your
efforts in mediation assistance are not wasted.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
I apologize that you have personally
experienced any...
disappointment while working with Bobs directly or speaking
with the [redacted] company.
As the Revdex.com is aware, the size of our
business is massive and we would not be continuing to grow so rapidly into new
territories if we operated without honesty and transparency. Word of mouth
travels extremely fast especially in an age of technology and It is a terrible
fact I learned many years ago in my business that a happy customer will
typically tell 10 of their family/friends while an unhappy customer will tell
20 of their family/friends. Add social media into the mix of that and you can
place a zero on the end of both those figures. I do not deny that we, like any
business, have unhappy customers who have experienced failures or headaches
while seeking to resolve their claims. The internet is a place where
information even from many years prior remains currently viewed and judged
upon. Many customers whose claims have been resolved or denial results
overturned don’t feel the need to take action on reposting/posting positive
feedback.
In regards to our [redacted] Plans we have a very high ratio of approved claims
through this plan and the company we partner with. Sadly it is not common that
a customer can access a data base made by other customers of great reviews on
their successful claims experiences. In most cases the plan costs about 10% of
the merchandise cost to the customer and Bobs is paying for technicians (don’t
forget about gas), parts, and the cost of disposing and providing new
merchandise in many scenarios. I cannot imagine how we would be making money
off of this plan when we are paying out far more than what is charged to help
our customers. I do apologize that this customer believes to have experienced
any confusion during their time of sale, we do not deceive our customers,
support products and plans we do not find valuable, and we do not force our
customer into buying any product. To categorize our protection plan as poor
quality or state that all of our customers are complaining just doesn't
give the nearly 3,000 customers that are receiving a great experience today and
in the future, as well as my nearly 4,000 team members who strive every day to
make the experience a pleasant one, ample credit.
[redacted] offered the replacement value of the table. If this customer had accepted the offer, the
exchange could have been created and a new table on its way to the home. The offer they made is standard, industry
wide. [redacted]’s responsibility is to
authorize the credit, and then a Bob’s representative would reach out to handle
the paperwork in our system. We are happy
to answer any question on the process, which in this customer’s case has been
handles correctly. They would not offer
recourse on pieces not included in the claim, the claim was for the table top, and
they accepted the claim and made an offer.
The same table is available at the same price the customer paid.
Kindest Regards,
Tracy S[redacted]
Corporate Customer Care Liaison
Bob’s Discount Furniture
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
The inspector touched and ripped out my whole right side track of my drawer and left me the piece. This was on my TV chest on the first drawer. I want my full refund for TV chest cost including taxes, delivery fee and [redacted] I will not accept that I have to pay for what the inspector did.
Good Afternoon Revdex.com-
We are very sorry that the customer is...
having difficulties
using the [redacted] I was
able to review the claims that the customer has submitted. The claim that was placed 12.15.16 did not
qualify as it was not an accident. The
coverage is for damage caused through a single accident. Placing a decorative piece, on the table that
caused damage to the finish, is not an accident. This does not imply the customer meant to
damage the table. An accident is an
incident that can not be prevented from occurring. (Example- someone becoming sick, someone
falling into a piece, etc.) Placing a “decorative
piece” on the table without taking necessary precautions to protect the finish
is not an accident. Offering this
customer a service would only waste this customer’s time as table tops can not
be repaired even by our excellent technicians.
We are not able to offer any resolution to this customer.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com,
Our records reflect that this foundation was delivered on 05/22/2014
and our customer reported this concern to us on 7/7/2014. We are unable to
accept responsibility for this type of damage given the product was sold as is
and the reporting timeframe in which we were made aware of our customer’s
concern. We apologize again for the product not meeting our customer’s
expectation of quality for price and can upgrade our offer of accommodation to
a $75.00 Bobs Discount Furniture Gift Card.
This is a fair option for resolution provided all facts
within this scenario and we do seek to help our customer actually solve this
concern by aiding in the purchase of a new foundation.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is it is what it is. Not the resolution I was hoping for.
Bob's discount furniture is bad quality. Does not last more than a few years. I will never buy furniture from them again.
Sincerely,
[redacted]