Good Morning Revdex.com,
Our records
reflect that our ‘Best Effort’ service attempt on 5.21.2014 was successfully received
by our customer and we have not been made aware of any other concerns we are
able to assist our customer with as of today (5.29.2014). In mentioning our
customer’s previous claim and replacement of other merchandise through the Goof
Proof plan I was indicating, for the record, that our customer has had successful
results with this plan before and a full refund of the plan’s purchase price
would not be an option we would consider because our customer has used the
protection plan before.
If our
customer is still unsatisfied with the results she is receiving from [redacted]
based on how her claim has been reported to them, Bobs Discount Furniture would
normally have no recourse for these concerns as we are not the [redacted] company
and do not have the ability to over turn their decisions.
As a
courtesy, Bobs Discount Furniture can offer to cover the cost of ordering and
mailing a replacement part (I.E –the fabric that the vomit stains are on) to
our customer to resolve their concern. If our customer would like to accept
this offer they can contact us at ###-###-#### (Monday – Saturday, 6:30am
-8:00pm) to place this part order.
Kind Regards,
[redacted]
Bobs
Discount Furniture
Corporate
Customer Care Liaison
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
Good Afternoon Revdex.com-
We are very sorry that we have failed...
the delivery twice on
the new set. I reached out to our
inspection team and this had already been set up to have the new set
inspected. We are very sorry that this
has been a frustrating experience. We
sincerely hope that the customer will call in for an account review for
compensation for these failures. We do
offer compensation in the form of a Bob’s store credit.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
I reached out to this customer
directly today (10.23.2014) and left a message for her with my name and direct
phone number. My hope is that she will call me back directly so that I can
ensure her orders are scheduled as they should be and she receives the exact merchandise
she expected in good condition. We apologize for any and all inconveniences our
failures have caused our customer.
Thank You,
[redacted]
Bobs Discount Furniture
Corporate Customer Care
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
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
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]
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customer. We
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they do no longer want to continue the relationship with
Bob’s. We are sorry that we have failed
so many times.
Bob’s prides itself on providing quality service and the best
value product for the price. Our primary focus is on making the concern we
caused right so that our customer is satisfied with the product that they have
purchased from us. While it is not normal procedure to so we do recognize that
we have failed our customer and we are willing to make an exception in this
case to work above our normal compensation guidelines and policies. There is no reported offer for picking up the
merchandise for a refund. If this offer
has been made to the customer can they advise us as to who made this offer, or
when the offer was made? All of our calls are recorded, so if we can verify
this offer we will stand behind it. We
do see a pending exchange in the system.
The notes indicate that the store has reached out to this customer several
times to discuss options and compensation.
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
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-
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was delivered
on 8.20.14 and at the time of purchase, the customer purchased the option of
Goof Proof Plus.
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 had our technician to the home and he reported that while
he did see damages, they were not manufacturing in nature. He reported that the customer advised that
they had thrown pieces away.
If these damages were the result of a single accident that occurred
less then 30 days ago, the customer can submit a claim to [redacted]. We have advised the customer they can
purchase parts. That is the only option
we are able to offer on non-manufacturing damage.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Here is additional info you requested.
Trundle Bed Sku #[redacted] was purchased by my husband [redacted] for $658.99 with 2 mattresses for our grandsons who live in [redacted].
He paid for delivery & items with [redacted] acct.
Invoice [redacted]
Good Morning Revdex.com,
Our records indicate that [redacted]’s remaining merchandise was
picked up by us on 6.14.2014 and our system has fully updated to show a refund
credit available to [redacted]. I am truly very sorry for all the failures we caused
[redacted] and we have also sent a gift card to [redacted] in the hopes that we will be
able to earn her trust back in our business during a future purchase.
Please let [redacted] know that she may contact us in Customer
Care (###-###-####) or our retail location (###-###-#### *Press the number (1)
on your keypad after you hear Bob’s voice) to complete the processing of this
refund at her earliest suitability.
Good Afternoon Revdex.com-
We are very sorry for the error that...
caused so much
frustration. We are very sorry that this
was not caught and corrected at the time the purchase was made. We do see at this time, the customer has accepted
the delivery of the sofa, the team was able to complete the delivery without
incident, during the Breakfast with Bobs timeframe. We are glad the customer decided to
reconsider the cancelation and give us the opportunity to make this right.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
My husband and I had purchased a bonded-leather sofa, love seat, and rocking recliner in 2009 from Bob's Discount Furniture in [redacted] with the "[redacted]." Under three years later, we noticed that the material started to "soften" and then eventually crack and peel. During that time, we've tried to have this issue resolved through [redacted] who declined service claiming that it wasn't a manufacturer defect. Throughout the year, we have repeatedly tried to enforce this "guarantee" that your company owed us, your various departments' opinions on the damage are irrelevant when the core problem lied in the quality of the "leather". No leather would do that, and this is not something anyone would consider when purchasing what they were led to believe was a real bonded leather sofa. I should also point out that we have had a mechanical issue with the recliner that, while someone from your company did come over to fix twice, failed to do so, so we have just have to live with it. What we refuse to tolerate, however, is the steady tear and flaking of the faux leather of furniture that is less than 5 years old! This could have been an easy fix for you when we first brought it to your attention, but now it's an eyesore in our living room, a danger to our infant, and a representation to our guests of Bob's Furniture's quality and standards.
As a final act of reasoning, we went to the store to see if there was something they could do. Management seemed completely unprepared to do or say anything, and simply wound up calling the various departments we have been fighting with for a year. At the end of the visit, the buck was passed once more as we were given an email address to send the pictures of damage to. Reluctantly, we agreed to try it Bob's way once again, but at least we were guaranteed that a response would come within two days. One week later, after receiving no response, we returned to the store once more, where management was completely incapable of doing anything except calling the other departments once again. Is this how you resolve customer issues? Your management seems to only exist to watch the salespeople and do nothing more than push numbers on a phone. How can they be considered an authority if they have absolutely no power or training to do anything that represents your company as a competent, trustworthy retailer? At any rate, our final experience at your store was being handed the phone to talk to a supervisor at one of your other departments. He argued with me about the type of damage, how it was from normal wear, despite its occurrence after only 2-3 years of purchase, and would not do anything as for as repairing, replacing, or reupholstering the furniture. Frustrated and angry, I handed the phone back to the "manager" and said we would never shop here again.
In conclusion, we've come too late to realize that Bob's is nothing more than a retailer of shoddy furniture that backs it's inferior products with guarantees that it cleverly dodges by reserving the right to evaluate the type of damage and deny service. You lure unwitting people in with advertisements comparing items with the leading brands and showing how much cheaper Bob's sells them for. What you fail to mention is that those prices are the result of cutting corners when it comes to quality, material, and false guarantees. Your methods of dealing with service issues appear to rely on the customer having to plead with several departments who keep shifting the work to each other in an attempt to waste enough time.
Dear Mr. [redacted],Your Revdex.com complaint has been assigned to [redacted] one of our Consumer Liaisons; she has informed me that she has been in contact with you. I apologize for the delivery issues and inconveniences; as a result of your conversation with Mrs.. [redacted], you will...
contact her early next week to arrange what is hoped to the final delivery of the ottoman. Once completed Mrs. [redacted] will process the necessary paperwork to refund your delivery fee. Your business is appreciated. Please contact Mrs.. [redacted] or respond to this complaint if you should have any additional concerns.Thank you,[redacted]
Good Morning Revdex.com,
line-height: 15pt;">We are sincerely sorry that this customer
is experiencing issues with the merchandise that they purchased from
Bob’s. I see the purchase was made in October
2015.
Our policy is clearly stated on page 2 of
every customer’s sales order. This is
signed at the point of purchase. In case
this customer no longer has the sales order I have copied it here. It does clearly state:
We
guarantee that our new products will be free from factory defects for one year
from date of delivery or pickup. Our mattresses and motion furniture may carry
additional factory guarantees. You must report any factory defects to our
Customer Care team within one (1) year of possession, and a Customer Care
representative will schedule one of our Service Technicians to inspect the item
and service it to factory standards at no cost to you. If the Service
Technician determines that the factory defect is not serviceable, we will
replace the affected item, one time. If the item is no longer available, you
may reselect to other merchandise or we will refund the purchase price. In the
event of a reselection we will charge or credit you for any price difference
between the original and the re-selected item. Merchandise purchased from our
“Outlet” or Clearance Centers that is not brand new/factory fresh is excluded
from these factory defect guarantees. Normal wear and tear or customer-caused
problems are also excluded. Service can only be provided within our serviceable
area to the original purchaser as stated on your sales receipt.
There are two sentences in the above
paragraph that will directly apply, if there is a possible defect, we will
schedule a technician to come to the home to report on the merchandise and
service it if possible. The last line
Service can only be provided within our serviceable area is the other that
applies.
We have offered this customer a discount of
30% in the form of a refund back to method of payment. In moving outside our service area, this
customer has eliminated the possibility for a technician to inspect the pieces;
this customer has voided the warranty. We
have no way to inspect the pieces to see if there is a manufacturing defect or
the pieces were damaged in another way.
If the customer would like to accept the 30% concession to keep as a
refund back to [redacted] they can call into customer care and have it
processed. This is the only offer we are
able to make.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
Morning Revdex.com,
We apologize that the customer is experiencing any disappointment
while trying to use the protection plan they purchased from us. As the customer
has indicated there are two parts to the ‘Goof Proof Plus Protection Plan’, one
side is honored by a company named [redacted] ([redacted] is their parent company)
as outlined on our general sales flyer and the other side is honored by Bobs
Discount Furniture Directly. Again we apologize for any frustration the
customer is experiencing however our direct records do not fully indicate that
this customer has attempted to rectify their concerns with our business.
For example, the customers account shows mention of a call to us
on 1.16.2015 advising us that there was a concern with the leather on the
loveseat and he planned to send in photos and call us back. When I look through
the customer photo inbox today (1.30.2015) I find no pictures received from
this individual. It is also part of our normal processes that once customer
photos are received into this inbox, a customer care representative is assigned
to make an outgoing call to the customer within 24-48 business hours to discuss
our Service Manager’s review and determination of the photos received. As the
last recordings of speaking with this customer were entered on 1.16.2015
(indicated above) this leads me to believe that we were never in receipt of
this photos.
I looked into [redacted]’s recordings this morning and their records
show the customer making report to [redacted] regarding the mechanical concern with
the loveseat however I do not have any evidence to support the customer
advising Bobs Discount Furniture of this concern.
I assure you and the customer that the customer’s merchandise is
covered directly by Bobs Discount Furniture for manufacturing concerns through 06/05/2018.
Had the customer educated our Customer Care Agent of the mechanical concern on
1.16.2015 we would have set up an appointment to dispatch one of our factory
trained professionals to this customer’s residence as soon as possible.
As outlined on our sales invoice we will schedule one of our
Service Technicians to inspect the item and service it to factory standards at
no cost to our customer. If the Service Technician determines that the factory
defect is not serviceable, we will replace the affected item, one time. If the
item is no longer available, the customer may reselect to other merchandise or
we will refund the purchase price. In the event of a reselection we will charge
or credit the customer for any price difference between the original and the
re-selected item. Normal wear and tear or customer-caused problems are excluded.
At this time it would benefit our customer most to contact our business
directly so that we can gain all the appropriate information and schedule the
initial service appointment for the mechanical concern (while the technician is
in the home he can also review the leather concern should the customer wish)
the customer alleges to be experiencing.
As a business we are more than willing to help our customer directly
once we have been provided with all the appropriate information. We are available to our customer via telephone
at [redacted] (Mon – Sat 6:30am -8:00pm).
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
face="Calibri">Please pass on our genuine apologies for all the
inconveniences our customer experienced with this merchandise. We deeply regret
that we were continually unable to provide our customer with the merchandise
selected in good condition and we are very embarrassed about the damage that
was caused to our customer’s home during the removal service of the product(s).
It was never our intention to leave our customer’s family members with no bed
to sleep on and we remain saddened that we have lost our customer’s trust in
our business.
The portion of funds paid directly to Bobs Discount
Furniture has been fully refunded to the customer’s original credit card used
(refund left our system on 8.01.2015-$316.94). Should the customer still be
waiting on a refund of the monies she paid to the ‘Acceptance Now’ company
directly we apologize that we are unable to speed up or influence this return
process. ‘Acceptance Now’ is a third party company that manages their own
policies and procedures for refunding a customer.
A Property Claim has been entered to resolve the damages
done by the delivery team. We assure Denise
that her 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 this property claim is being handled by the trucking company
that caused the damages, Denise can expect follow up from that third party and
not Bobs Discount Furniture directly. Per our 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 Denise’s behalf to the trucking company
involved in this claim to please contact her as soon as possible. If for any reason Denise does not receive
follow up from this trucking company directly with 4 business days (from today-
8.10.2015) she can call our Customer Care Offices (1800-569-1284) and ask that
we escalate this claim within our Property Claims Department.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
Our records
reflect that our ‘Best Effort’ service attempt on 5.21.2014 was successfully received
by our customer and we have not been made aware of any other concerns we are
able to assist our customer with as of today (5.29.2014). In mentioning our
customer’s previous claim and replacement of other merchandise through the Goof
Proof plan I was indicating, for the record, that our customer has had successful
results with this plan before and a full refund of the plan’s purchase price
would not be an option we would consider because our customer has used the
protection plan before.
If our
customer is still unsatisfied with the results she is receiving from [redacted]
based on how her claim has been reported to them, Bobs Discount Furniture would
normally have no recourse for these concerns as we are not the [redacted] company
and do not have the ability to over turn their decisions.
As a
courtesy, Bobs Discount Furniture can offer to cover the cost of ordering and
mailing a replacement part (I.E –the fabric that the vomit stains are on) to
our customer to resolve their concern. If our customer would like to accept
this offer they can contact us at ###-###-#### (Monday – Saturday, 6:30am
-8:00pm) to place this part order.
Kind Regards,
[redacted]
Bobs
Discount Furniture
Corporate
Customer Care Liaison
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
Good Afternoon Revdex.com-
We are very sorry that we have failed...
the delivery twice on
the new set. I reached out to our
inspection team and this had already been set up to have the new set
inspected. We are very sorry that this
has been a frustrating experience. We
sincerely hope that the customer will call in for an account review for
compensation for these failures. We do
offer compensation in the form of a Bob’s store credit.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com,
I reached out to this customer
directly today (10.23.2014) and left a message for her with my name and direct
phone number. My hope is that she will call me back directly so that I can
ensure her orders are scheduled as they should be and she receives the exact merchandise
she expected in good condition. We apologize for any and all inconveniences our
failures have caused our customer.
Thank You,
[redacted]
Bobs Discount Furniture
Corporate Customer Care
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 [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
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...
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customer. We
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they do no longer want to continue the relationship with
Bob’s. We are sorry that we have failed
so many times.
Bob’s prides itself on providing quality service and the best
value product for the price. Our primary focus is on making the concern we
caused right so that our customer is satisfied with the product that they have
purchased from us. While it is not normal procedure to so we do recognize that
we have failed our customer and we are willing to make an exception in this
case to work above our normal compensation guidelines and policies. There is no reported offer for picking up the
merchandise for a refund. If this offer
has been made to the customer can they advise us as to who made this offer, or
when the offer was made? All of our calls are recorded, so if we can verify
this offer we will stand behind it. We
do see a pending exchange in the system.
The notes indicate that the store has reached out to this customer several
times to discuss options and compensation.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
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,
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-
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was delivered
on 8.20.14 and at the time of purchase, the customer purchased the option of
Goof Proof Plus.
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 had our technician to the home and he reported that while
he did see damages, they were not manufacturing in nature. He reported that the customer advised that
they had thrown pieces away.
If these damages were the result of a single accident that occurred
less then 30 days ago, the customer can submit a claim to [redacted]. We have advised the customer they can
purchase parts. That is the only option
we are able to offer on non-manufacturing damage.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Here is additional info you requested.
Trundle Bed Sku #[redacted] was purchased by my husband [redacted] for $658.99 with 2 mattresses for our grandsons who live in [redacted].
He paid for delivery & items with [redacted] acct.
Invoice [redacted]
Good Morning Revdex.com,
Our records indicate that [redacted]’s remaining merchandise was
picked up by us on 6.14.2014 and our system has fully updated to show a refund
credit available to [redacted]. I am truly very sorry for all the failures we caused
[redacted] and we have also sent a gift card to [redacted] in the hopes that we will be
able to earn her trust back in our business during a future purchase.
Please let [redacted] know that she may contact us in Customer
Care (###-###-####) or our retail location (###-###-#### *Press the number (1)
on your keypad after you hear Bob’s voice) to complete the processing of this
refund at her earliest suitability.
Good Afternoon Revdex.com-
We are very sorry for the error that...
caused so much
frustration. We are very sorry that this
was not caught and corrected at the time the purchase was made. We do see at this time, the customer has accepted
the delivery of the sofa, the team was able to complete the delivery without
incident, during the Breakfast with Bobs timeframe. We are glad the customer decided to
reconsider the cancelation and give us the opportunity to make this right.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
My husband and I had purchased a bonded-leather sofa, love seat, and rocking recliner in 2009 from Bob's Discount Furniture in [redacted] with the "[redacted]." Under three years later, we noticed that the material started to "soften" and then eventually crack and peel. During that time, we've tried to have this issue resolved through [redacted] who declined service claiming that it wasn't a manufacturer defect. Throughout the year, we have repeatedly tried to enforce this "guarantee" that your company owed us, your various departments' opinions on the damage are irrelevant when the core problem lied in the quality of the "leather". No leather would do that, and this is not something anyone would consider when purchasing what they were led to believe was a real bonded leather sofa. I should also point out that we have had a mechanical issue with the recliner that, while someone from your company did come over to fix twice, failed to do so, so we have just have to live with it. What we refuse to tolerate, however, is the steady tear and flaking of the faux leather of furniture that is less than 5 years old! This could have been an easy fix for you when we first brought it to your attention, but now it's an eyesore in our living room, a danger to our infant, and a representation to our guests of Bob's Furniture's quality and standards.
As a final act of reasoning, we went to the store to see if there was something they could do. Management seemed completely unprepared to do or say anything, and simply wound up calling the various departments we have been fighting with for a year. At the end of the visit, the buck was passed once more as we were given an email address to send the pictures of damage to. Reluctantly, we agreed to try it Bob's way once again, but at least we were guaranteed that a response would come within two days. One week later, after receiving no response, we returned to the store once more, where management was completely incapable of doing anything except calling the other departments once again. Is this how you resolve customer issues? Your management seems to only exist to watch the salespeople and do nothing more than push numbers on a phone. How can they be considered an authority if they have absolutely no power or training to do anything that represents your company as a competent, trustworthy retailer? At any rate, our final experience at your store was being handed the phone to talk to a supervisor at one of your other departments. He argued with me about the type of damage, how it was from normal wear, despite its occurrence after only 2-3 years of purchase, and would not do anything as for as repairing, replacing, or reupholstering the furniture. Frustrated and angry, I handed the phone back to the "manager" and said we would never shop here again.
In conclusion, we've come too late to realize that Bob's is nothing more than a retailer of shoddy furniture that backs it's inferior products with guarantees that it cleverly dodges by reserving the right to evaluate the type of damage and deny service. You lure unwitting people in with advertisements comparing items with the leading brands and showing how much cheaper Bob's sells them for. What you fail to mention is that those prices are the result of cutting corners when it comes to quality, material, and false guarantees. Your methods of dealing with service issues appear to rely on the customer having to plead with several departments who keep shifting the work to each other in an attempt to waste enough time.
Dear Mr. [redacted],Your Revdex.com complaint has been assigned to [redacted] one of our Consumer Liaisons; she has informed me that she has been in contact with you. I apologize for the delivery issues and inconveniences; as a result of your conversation with Mrs.. [redacted], you will...
contact her early next week to arrange what is hoped to the final delivery of the ottoman. Once completed Mrs. [redacted] will process the necessary paperwork to refund your delivery fee. Your business is appreciated. Please contact Mrs.. [redacted] or respond to this complaint if you should have any additional concerns.Thank you,[redacted]
Good Morning Revdex.com,
line-height: 15pt;">We are sincerely sorry that this customer
is experiencing issues with the merchandise that they purchased from
Bob’s. I see the purchase was made in October
2015.
Our policy is clearly stated on page 2 of
every customer’s sales order. This is
signed at the point of purchase. In case
this customer no longer has the sales order I have copied it here. It does clearly state:
We
guarantee that our new products will be free from factory defects for one year
from date of delivery or pickup. Our mattresses and motion furniture may carry
additional factory guarantees. You must report any factory defects to our
Customer Care team within one (1) year of possession, and a Customer Care
representative will schedule one of our Service Technicians to inspect the item
and service it to factory standards at no cost to you. If the Service
Technician determines that the factory defect is not serviceable, we will
replace the affected item, one time. If the item is no longer available, you
may reselect to other merchandise or we will refund the purchase price. In the
event of a reselection we will charge or credit you for any price difference
between the original and the re-selected item. Merchandise purchased from our
“Outlet” or Clearance Centers that is not brand new/factory fresh is excluded
from these factory defect guarantees. Normal wear and tear or customer-caused
problems are also excluded. Service can only be provided within our serviceable
area to the original purchaser as stated on your sales receipt.
There are two sentences in the above
paragraph that will directly apply, if there is a possible defect, we will
schedule a technician to come to the home to report on the merchandise and
service it if possible. The last line
Service can only be provided within our serviceable area is the other that
applies.
We have offered this customer a discount of
30% in the form of a refund back to method of payment. In moving outside our service area, this
customer has eliminated the possibility for a technician to inspect the pieces;
this customer has voided the warranty. We
have no way to inspect the pieces to see if there is a manufacturing defect or
the pieces were damaged in another way.
If the customer would like to accept the 30% concession to keep as a
refund back to [redacted] they can call into customer care and have it
processed. This is the only offer we are
able to make.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
Good...
Morning Revdex.com,
We apologize that the customer is experiencing any disappointment
while trying to use the protection plan they purchased from us. As the customer
has indicated there are two parts to the ‘Goof Proof Plus Protection Plan’, one
side is honored by a company named [redacted] ([redacted] is their parent company)
as outlined on our general sales flyer and the other side is honored by Bobs
Discount Furniture Directly. Again we apologize for any frustration the
customer is experiencing however our direct records do not fully indicate that
this customer has attempted to rectify their concerns with our business.
For example, the customers account shows mention of a call to us
on 1.16.2015 advising us that there was a concern with the leather on the
loveseat and he planned to send in photos and call us back. When I look through
the customer photo inbox today (1.30.2015) I find no pictures received from
this individual. It is also part of our normal processes that once customer
photos are received into this inbox, a customer care representative is assigned
to make an outgoing call to the customer within 24-48 business hours to discuss
our Service Manager’s review and determination of the photos received. As the
last recordings of speaking with this customer were entered on 1.16.2015
(indicated above) this leads me to believe that we were never in receipt of
this photos.
I looked into [redacted]’s recordings this morning and their records
show the customer making report to [redacted] regarding the mechanical concern with
the loveseat however I do not have any evidence to support the customer
advising Bobs Discount Furniture of this concern.
I assure you and the customer that the customer’s merchandise is
covered directly by Bobs Discount Furniture for manufacturing concerns through 06/05/2018.
Had the customer educated our Customer Care Agent of the mechanical concern on
1.16.2015 we would have set up an appointment to dispatch one of our factory
trained professionals to this customer’s residence as soon as possible.
As outlined on our sales invoice we will schedule one of our
Service Technicians to inspect the item and service it to factory standards at
no cost to our customer. If the Service Technician determines that the factory
defect is not serviceable, we will replace the affected item, one time. If the
item is no longer available, the customer may reselect to other merchandise or
we will refund the purchase price. In the event of a reselection we will charge
or credit the customer for any price difference between the original and the
re-selected item. Normal wear and tear or customer-caused problems are excluded.
At this time it would benefit our customer most to contact our business
directly so that we can gain all the appropriate information and schedule the
initial service appointment for the mechanical concern (while the technician is
in the home he can also review the leather concern should the customer wish)
the customer alleges to be experiencing.
As a business we are more than willing to help our customer directly
once we have been provided with all the appropriate information. We are available to our customer via telephone
at [redacted] (Mon – Sat 6:30am -8:00pm).
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
face="Calibri">Please pass on our genuine apologies for all the
inconveniences our customer experienced with this merchandise. We deeply regret
that we were continually unable to provide our customer with the merchandise
selected in good condition and we are very embarrassed about the damage that
was caused to our customer’s home during the removal service of the product(s).
It was never our intention to leave our customer’s family members with no bed
to sleep on and we remain saddened that we have lost our customer’s trust in
our business.
The portion of funds paid directly to Bobs Discount
Furniture has been fully refunded to the customer’s original credit card used
(refund left our system on 8.01.2015-$316.94). Should the customer still be
waiting on a refund of the monies she paid to the ‘Acceptance Now’ company
directly we apologize that we are unable to speed up or influence this return
process. ‘Acceptance Now’ is a third party company that manages their own
policies and procedures for refunding a customer.
A Property Claim has been entered to resolve the damages
done by the delivery team. We assure Denise
that her 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 this property claim is being handled by the trucking company
that caused the damages, Denise can expect follow up from that third party and
not Bobs Discount Furniture directly. Per our 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 Denise’s behalf to the trucking company
involved in this claim to please contact her as soon as possible. If for any reason Denise does not receive
follow up from this trucking company directly with 4 business days (from today-
8.10.2015) she can call our Customer Care Offices (1800-569-1284) and ask that
we escalate this claim within our Property Claims Department.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison