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
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 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
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.
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,
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 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
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
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
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
size="3">
Please provide the customer with
our apologies for any confusion or disappointment present from the service call
we provided on 10.10.2015. As this customer has selected to use the mediation
services of the Revdex.com please advise that this communication is the escalated call back from the highest
level of customer care available the customer has been expecting.
Our technician’s report depicts the following:
sofa – right side facing seat has a slight compression, wear and tear,
compared to the other seats its a little different, just because of the wear
and tear
normal/good
Our business has explained to our
customer (our records show the last conversation was on 10.21.2015) from
various levels that the concern the merchandise is experiencing is the result
of nearly two and ½ years of normal usage in the home (as our technician’s
report depicts above). The protection plan/warranty that is active on this
merchandise covers manufacturing defects and/or most in home accidental
occurrences resulting in damage. The protection plan does not (like many
other extended warranties sold in our industry) cover normal wear and tear.
Because our customer was upset and
communicating this to us on 10.21.2015, we did try to offer a one time courtesy
resolution of ordering replacement parts however upon further research our
agent discovered that the vendor of this sofa no longer makes parts for this
set. As the retailer we are unable to take ownership for a concern that results
from normal wear and tear. While we sincerely wish we could resolve every
concern there are guidelines in place to keep resolutions fair for all
customers alike.
If the customer wishes to dispute
the validity of our technician’s report please have them send in photos of
their merchandise (thru this Revdex.com channel they have selected to open) and we
will review these pictures with our Service Management Team to see what, if
any, further courtesy offers we can make to this customer.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
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
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
I
am truly shocked and embarrassed at the lack of care and consideration you received
during your purchase with us. I cannot apologize enough for the impression you
have been left with because I can assure you having worked for Bobs Discount
Furniture for several years we are a company built on core values such as
integrity and responsibility.
Our
records indicate that we processed your refund of $828.47 on 2.02.2014
(conformation number: [redacted]) and I see no reason to expect any issues with
these funds returning to you. I feel terrible that you had to escalate your
concerns so highly to get the proper recognition and I reassure you that we are
not taking your dissatisfaction lightly. I completely understand why you
decided against taking your product home with you and I apologize again for our
failure to provide you with something as simple as genuine attention. I feel
that you deserve compensation for this failure because I pledge to you this is
not the normal way we complete handling our valued customer’s concerns. As you
no longer have an open order with us our options for compensation are limited
to offering you a Bobs Discount Furniture Gift Card. Please let me know if you
would accept a $50.00 Gift Card as an apology from us. The behavior that was
presented to you is unacceptable by our standards and we would truly appreciate
any opportunity to win your trust in our business back.
Thank
You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
face="Calibri">Please be advised this consumer/ concern has also submitted a
review, please see the below response as previously posted to the review
channel earlier today (11.24.2015):
I am so
sorry to learn of our customer’s poor experience with this purchase. I can only
imagine how frustrating this has been for our customer and completely
understand their position of extreme disappointment in us at this time. We
assure our customer it was never our intention to cause them to experience more
than one delivery let alone several resulting in further concern overall.
As the
shipment of the sofa is something our inventory system clearly expected in
sooner (we were able to deliver the loveseat earlier in the month) there is
always the chance that the overseas shipping container will make it to our Distribution
Center from the manufacturer sooner than the anticipated date we have right now
for delivery. Please pass on our sincerest apologies that we haven’t been able
to deliver this purchase in full as our customer expected and we look forward
to making the failures we have caused right by our customer.
Our
customer’s account reflects that we have made direct contact with our customer
as of 11.23.2015 off of another social media channel that the customer has levied
their concern with; we have advised our customer that we are on board with discussing
a further apology in the form of compensation once we have been able to honor
our original promise to them. We thank our customer for providing their
feedback and for their extreme patience with us while we work to earn their
trust back in our business.
Good Afternoon Revdex.com-
We are sorry if the customer is not...
fully aware of the
warranty they purchased. We would expect
that in purchasing a protection plan every customer would take the time to read
the plan details.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, [redacted]. [redacted] covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
everyday use, misuse or abuse of the merchandise.
We are able to view this customer’s denial reason. The damage was reported to [redacted] as- How Occurred: customer stated she was moving the furniture
out of the living room and when pushing it through the door way the armrest got
caught and it ripped and they continued to push it through and the other
armrest got caught and ripped
All calls to [redacted] are recorded, if this customer is
disputing what is reported above we can request a review of this call. If the customer agrees that it was correctly
represented, then this is customer caused damage. If the customer was aware they were damaging
the piece, and continued in the action, then that is willful neglect and would
not be covered. This would not be an accident.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Steven-
We are sincerely sorry for the multiple deliveries and all the
issues you have had to endure. I do see
you were previously refunded $65 to your original method of payment as
compensation. I accept your request to
have the special order fee refunded as well.
That paperwork has been created.
You would need to reach out to the store to provide them the full credit
card number, In our system for security
purposes, we are not able to see the entire card number, only the last for
digits.
We will absolutely process that refund.
I have created all the necessary
paperwork for you in advance in an effort to make this as easy for you as
possible – please call the store and provide them with the original method of
payment Visa 4[redacted] Once completed
with the credit card number entered into the transaction the refund should
process back to you within 5-7 business days.
Anytime
after 10am and before 9pm Dial ###-###-####
Press
the number one (1) on your keypad
when you hear Bobs voice.
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]
At
that point they will take the credit card information
Good Morning Revdex.com,
Please pass on my apologies that [redacted] did not find my
first response satisfactory. I assure [redacted] that Bobs Discount Furniture,
as the retailer in this case, is honoring the protection plan we sold him. I
have attached a copy of [redacted]’s protection plan documents as he requested.
Please refer to the (4th) fourth bullet point under the ‘CRYPTON BRAND COVERAGE:’ section listed on
page (1) one of the terms and conditions. For your review I have also pasted
the wording that applies below:
If we determine, in our sole discretion that
your furniture item cannot be serviced
(cleaned) or repaired, we may replace the
affected area. If the affected
area(s) cannot be replaced, you can select a
new replacement piece equal
in value up to the original purchase price
from the retailer from whom this
Plan was
purchased.
As stated previously, [redacted] does not need to return the
affected item to us in order to use the credit that has already been set up for
him; he can continue to utilize the original nightstand that was damaged as a
result of an accident within his home. The Goof Proof protection remains active
on the other parts of [redacted]’s bedroom set as we originally sold it to him.
Our Goof Proof Protection Plan has not failed our customer in this case and I am
truly sorry that we have no further recourse to offer [redacted] on the other
items of his bedroom set. These other items have been in [redacted]’s possession
for nearly a year and ½ and do not posses any manufacturing defects reported to
us within [redacted]’s Bob’s Guarantee period.
[redacted]
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:I have attached my flyer for goof proof provided from 2009 and as you can see there was NO miss communication the sales associate circled the protections covered to assure us this was in fact covered. I also attached the NEW 2014 flyer from Bob web site and if you notice there is now and * stating exclusions apply. My flyer from 2009 did not have this. I have also attached the only other piece of paper provided to me (besides my receipt) that has the sales associated Name and again it has the Good proof information circled. As you can see from the fly it shows Rip's, Tear's, Punctures & burns all covers no Where on this fly does it have ANY exclusions. So once again I will request you honor your warranty or refund me my full amount of the Goof Proof Protection. If needed I can provide you your invoice.
Sincerely,
[redacted]
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.
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
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 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
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
[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,
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 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
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
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
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,
size="3">
Please provide the customer with
our apologies for any confusion or disappointment present from the service call
we provided on 10.10.2015. As this customer has selected to use the mediation
services of the Revdex.com please advise that this communication is the escalated call back from the highest
level of customer care available the customer has been expecting.
Our technician’s report depicts the following:
sofa – right side facing seat has a slight compression, wear and tear,
compared to the other seats its a little different, just because of the wear
and tear
normal/good
Our business has explained to our
customer (our records show the last conversation was on 10.21.2015) from
various levels that the concern the merchandise is experiencing is the result
of nearly two and ½ years of normal usage in the home (as our technician’s
report depicts above). The protection plan/warranty that is active on this
merchandise covers manufacturing defects and/or most in home accidental
occurrences resulting in damage. The protection plan does not (like many
other extended warranties sold in our industry) cover normal wear and tear.
Because our customer was upset and
communicating this to us on 10.21.2015, we did try to offer a one time courtesy
resolution of ordering replacement parts however upon further research our
agent discovered that the vendor of this sofa no longer makes parts for this
set. As the retailer we are unable to take ownership for a concern that results
from normal wear and tear. While we sincerely wish we could resolve every
concern there are guidelines in place to keep resolutions fair for all
customers alike.
If the customer wishes to dispute
the validity of our technician’s report please have them send in photos of
their merchandise (thru this Revdex.com channel they have selected to open) and we
will review these pictures with our Service Management Team to see what, if
any, further courtesy offers we can make to this customer.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
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
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
Morning [redacted],
I
am truly shocked and embarrassed at the lack of care and consideration you received
during your purchase with us. I cannot apologize enough for the impression you
have been left with because I can assure you having worked for Bobs Discount
Furniture for several years we are a company built on core values such as
integrity and responsibility.
Our
records indicate that we processed your refund of $828.47 on 2.02.2014
(conformation number: [redacted]) and I see no reason to expect any issues with
these funds returning to you. I feel terrible that you had to escalate your
concerns so highly to get the proper recognition and I reassure you that we are
not taking your dissatisfaction lightly. I completely understand why you
decided against taking your product home with you and I apologize again for our
failure to provide you with something as simple as genuine attention. I feel
that you deserve compensation for this failure because I pledge to you this is
not the normal way we complete handling our valued customer’s concerns. As you
no longer have an open order with us our options for compensation are limited
to offering you a Bobs Discount Furniture Gift Card. Please let me know if you
would accept a $50.00 Gift Card as an apology from us. The behavior that was
presented to you is unacceptable by our standards and we would truly appreciate
any opportunity to win your trust in our business back.
Thank
You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
face="Calibri">Please be advised this consumer/ concern has also submitted a
review, please see the below response as previously posted to the review
channel earlier today (11.24.2015):
I am so
sorry to learn of our customer’s poor experience with this purchase. I can only
imagine how frustrating this has been for our customer and completely
understand their position of extreme disappointment in us at this time. We
assure our customer it was never our intention to cause them to experience more
than one delivery let alone several resulting in further concern overall.
As the
shipment of the sofa is something our inventory system clearly expected in
sooner (we were able to deliver the loveseat earlier in the month) there is
always the chance that the overseas shipping container will make it to our Distribution
Center from the manufacturer sooner than the anticipated date we have right now
for delivery. Please pass on our sincerest apologies that we haven’t been able
to deliver this purchase in full as our customer expected and we look forward
to making the failures we have caused right by our customer.
Our
customer’s account reflects that we have made direct contact with our customer
as of 11.23.2015 off of another social media channel that the customer has levied
their concern with; we have advised our customer that we are on board with discussing
a further apology in the form of compensation once we have been able to honor
our original promise to them. We thank our customer for providing their
feedback and for their extreme patience with us while we work to earn their
trust back in our business.
Good Afternoon Revdex.com-
We are sorry if the customer is not...
fully aware of the
warranty they purchased. We would expect
that in purchasing a protection plan every customer would take the time to read
the plan details.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, [redacted]. [redacted] covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
everyday use, misuse or abuse of the merchandise.
We are able to view this customer’s denial reason. The damage was reported to [redacted] as- How Occurred: customer stated she was moving the furniture
out of the living room and when pushing it through the door way the armrest got
caught and it ripped and they continued to push it through and the other
armrest got caught and ripped
All calls to [redacted] are recorded, if this customer is
disputing what is reported above we can request a review of this call. If the customer agrees that it was correctly
represented, then this is customer caused damage. If the customer was aware they were damaging
the piece, and continued in the action, then that is willful neglect and would
not be covered. This would not be an accident.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning...
Steven-
We are sincerely sorry for the multiple deliveries and all the
issues you have had to endure. I do see
you were previously refunded $65 to your original method of payment as
compensation. I accept your request to
have the special order fee refunded as well.
That paperwork has been created.
You would need to reach out to the store to provide them the full credit
card number, In our system for security
purposes, we are not able to see the entire card number, only the last for
digits.
We will absolutely process that refund.
I have created all the necessary
paperwork for you in advance in an effort to make this as easy for you as
possible – please call the store and provide them with the original method of
payment Visa 4[redacted] Once completed
with the credit card number entered into the transaction the refund should
process back to you within 5-7 business days.
Anytime
after 10am and before 9pm Dial ###-###-####
Press
the number one (1) on your keypad
when you hear Bobs voice.
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]
At
that point they will take the credit card information
Kindest
Regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob’s
Discount Furniture
Good Morning Revdex.com,
Please pass on my apologies that [redacted] did not find my
first response satisfactory. I assure [redacted] that Bobs Discount Furniture,
as the retailer in this case, is honoring the protection plan we sold him. I
have attached a copy of [redacted]’s protection plan documents as he requested.
Please refer to the (4th) fourth bullet point under the ‘CRYPTON BRAND COVERAGE:’ section listed on
page (1) one of the terms and conditions. For your review I have also pasted
the wording that applies below:
If we determine, in our sole discretion that
your furniture item cannot be serviced
(cleaned) or repaired, we may replace the
affected area. If the affected
area(s) cannot be replaced, you can select a
new replacement piece equal
in value up to the original purchase price
from the retailer from whom this
Plan was
purchased.
As stated previously, [redacted] does not need to return the
affected item to us in order to use the credit that has already been set up for
him; he can continue to utilize the original nightstand that was damaged as a
result of an accident within his home. The Goof Proof protection remains active
on the other parts of [redacted]’s bedroom set as we originally sold it to him.
Our Goof Proof Protection Plan has not failed our customer in this case and I am
truly sorry that we have no further recourse to offer [redacted] on the other
items of his bedroom set. These other items have been in [redacted]’s possession
for nearly a year and ½ and do not posses any manufacturing defects reported to
us within [redacted]’s Bob’s Guarantee period.
[redacted]
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:I have attached my flyer for goof proof provided from 2009 and as you can see there was NO miss communication the sales associate circled the protections covered to assure us this was in fact covered. I also attached the NEW 2014 flyer from Bob web site and if you notice there is now and * stating exclusions apply. My flyer from 2009 did not have this. I have also attached the only other piece of paper provided to me (besides my receipt) that has the sales associated Name and again it has the Good proof information circled. As you can see from the fly it shows Rip's, Tear's, Punctures & burns all covers no Where on this fly does it have ANY exclusions. So once again I will request you honor your warranty or refund me my full amount of the Goof Proof Protection. If needed I can provide you your invoice.
Sincerely,
[redacted]
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.