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,
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
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their experience with us.
Regretfully I am unable to locate any account information that matches this
consumer’s complaint within our internal records.
I have looked under the name, phone number, email address and address provided
here and am not able to locate any account that matches.
We respectfully request the consumer verify the invoice number (order number)
associated with their purchase so that I can proceed in assisting on this
complaint further? They can locate this order number via the sales
receipt provided at the time of purchase.
If the invoice number is unavailable please ask if the
customer can provide the original delivery address for this merchandise or any
alternate phone numbers that may bring up their account records.
We ask that the customer responds to us thru this Revdex.com channel so that your
efforts in mediation assistance are not wasted.
Good Afternoon Revdex.com-
We are very sorry that the customer is...
having difficulties
using the [redacted] I was
able to review the claims that the customer has submitted. The claim that was placed 12.15.16 did not
qualify as it was not an accident. The
coverage is for damage caused through a single accident. Placing a decorative piece, on the table that
caused damage to the finish, is not an accident. This does not imply the customer meant to
damage the table. An accident is an
incident that can not be prevented from occurring. (Example- someone becoming sick, someone
falling into a piece, etc.) Placing a “decorative
piece” on the table without taking necessary precautions to protect the finish
is not an accident. Offering this
customer a service would only waste this customer’s time as table tops can not
be repaired even by our excellent technicians.
We are not able to offer any resolution to this customer.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is it is what it is. Not the resolution I was hoping for.
Bob's discount furniture is bad quality. Does not last more than a few years. I will never buy furniture from them again.
Sincerely,
[redacted]
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.
Please pass on our sincerest apologies
for any confusion set forth during this customer’s web purchase. We further
apologize for the rude behavior the customer cites to have been met with while
speaking with our Customer Care Team; we take great pride in ensuring that we
always offer our customer’s the best care possible and have already begun
researching this interaction so that we may take the appropriate coaching
opportunities.
Following
our normal successful procedure for web orders, the stock of the merchandise is
never disclosed during the purchasing process on the web. The website does not
allow the customer to schedule a delivery date and after the order is placed a
Bob’s representative contacts the customer and advises the customer of the
anticipated delivery dates we can provide based off of our current warehouse
stock. This is the same process that occurs daily on our sales floor and in the
majority of cases we have plenty of stock available to provide our customer’s
selections with. In rare occurrences we are met with an expected shipping delay
from the overseas vendors we work with.
We still immediately communicate this finding to our customer and while
we apologize again for any confusion this customer experienced the act of “false
advertising” doesn’t exist in this scenario due to the nature of the orders
lifecycle. Per our sales invoice should
the customer wish to cancel and receive a full refund prior to taking possession
of the merchandise, this is always available. This works directly in the
customer’s favor in the case we are met with any unexpected delay in our
container shipments.
At
this time this customer’s merchandise is not showing on back order and our
records indicate that this merchandise is set to be delivered on 4.09.2015 to
the following shipping name/address information:
[redacted]
Bob’s prides itself on providing quality
service and the best value product for the price. Our primary focus is on
making any concern we have caused right so that our customer is satisfied with
the product that they have purchased from us. We currently have a delivery
scheduled resolve this customer’s concern and have worked above and beyond our
normal policies by providing this customer with an apology gift card when the occurrence
of disappointment is and was beyond our control. A delivery fee is charged for
the honest fact that the customer is contracting a delivery service along with
their sales order, we do not work the price of delivery into the price of our
discounted products and as the customer still expects the delivery to take
place, the charge for delivery remains a reasonable association to this sales
order.
With review and respect to all the facts
communicated above we do consider this concern closed as resolved from our end
at this time.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
The inspector touched and ripped out my whole right side track of my drawer and left me the piece. This was on my TV chest on the first drawer. I want my full refund for TV chest cost including taxes, delivery fee and [redacted] I will not accept that I have to pay for what the inspector did.
Good Afternoon Revdex.com-
We are very sorry that 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-
Due to the immediate nature of this...
complaint, we have
reached out to the customer directly to discuss our offer of resolution. The customer has accepted our offer and may
reply to the Revdex.com mediation service with their decision. We thank the Revdex.com for bringing this to our
attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
I apologize that you have personally
experienced any...
disappointment while working with Bobs directly or speaking
with the [redacted] company.
As the Revdex.com is aware, the size of our
business is massive and we would not be continuing to grow so rapidly into new
territories if we operated without honesty and transparency. Word of mouth
travels extremely fast especially in an age of technology and It is a terrible
fact I learned many years ago in my business that a happy customer will
typically tell 10 of their family/friends while an unhappy customer will tell
20 of their family/friends. Add social media into the mix of that and you can
place a zero on the end of both those figures. I do not deny that we, like any
business, have unhappy customers who have experienced failures or headaches
while seeking to resolve their claims. The internet is a place where
information even from many years prior remains currently viewed and judged
upon. Many customers whose claims have been resolved or denial results
overturned don’t feel the need to take action on reposting/posting positive
feedback.
In regards to our [redacted] Plans we have a very high ratio of approved claims
through this plan and the company we partner with. Sadly it is not common that
a customer can access a data base made by other customers of great reviews on
their successful claims experiences. In most cases the plan costs about 10% of
the merchandise cost to the customer and Bobs is paying for technicians (don’t
forget about gas), parts, and the cost of disposing and providing new
merchandise in many scenarios. I cannot imagine how we would be making money
off of this plan when we are paying out far more than what is charged to help
our customers. I do apologize that this customer believes to have experienced
any confusion during their time of sale, we do not deceive our customers,
support products and plans we do not find valuable, and we do not force our
customer into buying any product. To categorize our protection plan as poor
quality or state that all of our customers are complaining just doesn't
give the nearly 3,000 customers that are receiving a great experience today and
in the future, as well as my nearly 4,000 team members who strive every day to
make the experience a pleasant one, ample credit.
[redacted] offered the replacement value of the table. If this customer had accepted the offer, the
exchange could have been created and a new table on its way to the home. The offer they made is standard, industry
wide. [redacted]’s responsibility is to
authorize the credit, and then a Bob’s representative would reach out to handle
the paperwork in our system. We are happy
to answer any question on the process, which in this customer’s case has been
handles correctly. They would not offer
recourse on pieces not included in the claim, the claim was for the table top, and
they accepted the claim and made an offer.
The same table is available at the same price the customer paid.
Kindest Regards,
Tracy S[redacted]
Corporate Customer Care Liaison
Bob’s Discount Furniture
Revdex.com,
We
sincerely apologize to this customer. We
do believe waiting 6 months for a part is unacceptable. We have reached out to the customer already
and offered to exchange the damaged chair, that is scheduled for Wednesday
6.22.16. We encourage the customer to
advise if there are any other issues.
Kind
Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
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
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 Afternoon Revdex.com-
We had become aware of this concern...
through another outlet, we
had reached out to the customer directly to discuss our offer of
resolution. The customer is considering
our offer and will reply to the Revdex.com mediation service with their decision. We thank the Revdex.com for bringing this to our
attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
size="3">
We are very sorry that this sofa did not
live up to the customer’s expectations. In
an extreme effort to meet this consumer’s demands for resolution we will make a
one time only courtesy offer for resolution (listed below). Should the customer
wish to accept this offer they are able to contact any of our stores for
reselection. Advice the store there is a
credit in the system, the store will schedule the new delivery at the same time
as the pickup, ensuring the customer will have a piece in the home. Please see attached copy for your records.
As this is a one time courtesy- It should be expected that for any
future occurrences of concern, on any other sales order, this individual
consumer is agreeing to adhere to the terms and conditions of their warranty
coverage and the determinations of Bobs Discount Furniture’s Service
Professionals. Our Service Policy is fully disclosed on the customer’s sales
invoice and provided at the time of sale.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different set we will provide a credit (store credit) of 100%. This 100% will
be based off of the original cost paid for the sofa. This one time replacement
does fulfill the [redacted] contract, if the customer wishes the new piece to
have the [redacted] insurance that would be at the customer’s expense. We will waive the delivery fee for new
delivery and pickup and disposal of sofa in the home.
Kindest Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their delivery experience with us.
I see that this customer has already spoken with the
representative from the Depot Meghan.
Meghan has advised Bob’s that this claim has been resolved as of
10.11.16.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
Kindest Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
face="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 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
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,
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,
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
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their experience with us.
Regretfully I am unable to locate any account information that matches this
consumer’s complaint within our internal records.
I have looked under the name, phone number, email address and address provided
here and am not able to locate any account that matches.
We respectfully request the consumer verify the invoice number (order number)
associated with their purchase so that I can proceed in assisting on this
complaint further? They can locate this order number via the sales
receipt provided at the time of purchase.
If the invoice number is unavailable please ask if the
customer can provide the original delivery address for this merchandise or any
alternate phone numbers that may bring up their account records.
We ask that the customer responds to us thru this Revdex.com channel so that your
efforts in mediation assistance are not wasted.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry that the customer is...
having difficulties
using the [redacted] I was
able to review the claims that the customer has submitted. The claim that was placed 12.15.16 did not
qualify as it was not an accident. The
coverage is for damage caused through a single accident. Placing a decorative piece, on the table that
caused damage to the finish, is not an accident. This does not imply the customer meant to
damage the table. An accident is an
incident that can not be prevented from occurring. (Example- someone becoming sick, someone
falling into a piece, etc.) Placing a “decorative
piece” on the table without taking necessary precautions to protect the finish
is not an accident. Offering this
customer a service would only waste this customer’s time as table tops can not
be repaired even by our excellent technicians.
We are not able to offer any resolution to this customer.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is it is what it is. Not the resolution I was hoping for.
Bob's discount furniture is bad quality. Does not last more than a few years. I will never buy furniture from them again.
Sincerely,
[redacted]
Good...
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 Afternoon Revdex.com,...
Please pass on our sincerest apologies
for any confusion set forth during this customer’s web purchase. We further
apologize for the rude behavior the customer cites to have been met with while
speaking with our Customer Care Team; we take great pride in ensuring that we
always offer our customer’s the best care possible and have already begun
researching this interaction so that we may take the appropriate coaching
opportunities.
Following
our normal successful procedure for web orders, the stock of the merchandise is
never disclosed during the purchasing process on the web. The website does not
allow the customer to schedule a delivery date and after the order is placed a
Bob’s representative contacts the customer and advises the customer of the
anticipated delivery dates we can provide based off of our current warehouse
stock. This is the same process that occurs daily on our sales floor and in the
majority of cases we have plenty of stock available to provide our customer’s
selections with. In rare occurrences we are met with an expected shipping delay
from the overseas vendors we work with.
We still immediately communicate this finding to our customer and while
we apologize again for any confusion this customer experienced the act of “false
advertising” doesn’t exist in this scenario due to the nature of the orders
lifecycle. Per our sales invoice should
the customer wish to cancel and receive a full refund prior to taking possession
of the merchandise, this is always available. This works directly in the
customer’s favor in the case we are met with any unexpected delay in our
container shipments.
At
this time this customer’s merchandise is not showing on back order and our
records indicate that this merchandise is set to be delivered on 4.09.2015 to
the following shipping name/address information:
[redacted]
Bob’s prides itself on providing quality
service and the best value product for the price. Our primary focus is on
making any concern we have caused right so that our customer is satisfied with
the product that they have purchased from us. We currently have a delivery
scheduled resolve this customer’s concern and have worked above and beyond our
normal policies by providing this customer with an apology gift card when the occurrence
of disappointment is and was beyond our control. A delivery fee is charged for
the honest fact that the customer is contracting a delivery service along with
their sales order, we do not work the price of delivery into the price of our
discounted products and as the customer still expects the delivery to take
place, the charge for delivery remains a reasonable association to this sales
order.
With review and respect to all the facts
communicated above we do consider this concern closed as resolved from our end
at this time.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
The inspector touched and ripped out my whole right side track of my drawer and left me the piece. This was on my TV chest on the first drawer. I want my full refund for TV chest cost including taxes, delivery fee and [redacted] I will not accept that I have to pay for what the inspector did.
Good Afternoon Revdex.com-
We are very sorry that 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-
Due to the immediate nature of this...
complaint, we have
reached out to the customer directly to discuss our offer of resolution. The customer has accepted our offer and may
reply to the Revdex.com mediation service with their decision. We thank the Revdex.com for bringing this to our
attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
I apologize that you have personally
experienced any...
disappointment while working with Bobs directly or speaking
with the [redacted] company.
As the Revdex.com is aware, the size of our
business is massive and we would not be continuing to grow so rapidly into new
territories if we operated without honesty and transparency. Word of mouth
travels extremely fast especially in an age of technology and It is a terrible
fact I learned many years ago in my business that a happy customer will
typically tell 10 of their family/friends while an unhappy customer will tell
20 of their family/friends. Add social media into the mix of that and you can
place a zero on the end of both those figures. I do not deny that we, like any
business, have unhappy customers who have experienced failures or headaches
while seeking to resolve their claims. The internet is a place where
information even from many years prior remains currently viewed and judged
upon. Many customers whose claims have been resolved or denial results
overturned don’t feel the need to take action on reposting/posting positive
feedback.
In regards to our [redacted] Plans we have a very high ratio of approved claims
through this plan and the company we partner with. Sadly it is not common that
a customer can access a data base made by other customers of great reviews on
their successful claims experiences. In most cases the plan costs about 10% of
the merchandise cost to the customer and Bobs is paying for technicians (don’t
forget about gas), parts, and the cost of disposing and providing new
merchandise in many scenarios. I cannot imagine how we would be making money
off of this plan when we are paying out far more than what is charged to help
our customers. I do apologize that this customer believes to have experienced
any confusion during their time of sale, we do not deceive our customers,
support products and plans we do not find valuable, and we do not force our
customer into buying any product. To categorize our protection plan as poor
quality or state that all of our customers are complaining just doesn't
give the nearly 3,000 customers that are receiving a great experience today and
in the future, as well as my nearly 4,000 team members who strive every day to
make the experience a pleasant one, ample credit.
[redacted] offered the replacement value of the table. If this customer had accepted the offer, the
exchange could have been created and a new table on its way to the home. The offer they made is standard, industry
wide. [redacted]’s responsibility is to
authorize the credit, and then a Bob’s representative would reach out to handle
the paperwork in our system. We are happy
to answer any question on the process, which in this customer’s case has been
handles correctly. They would not offer
recourse on pieces not included in the claim, the claim was for the table top, and
they accepted the claim and made an offer.
The same table is available at the same price the customer paid.
Kindest Regards,
Tracy S[redacted]
Corporate Customer Care Liaison
Bob’s Discount Furniture
Good
Afternoon...
Revdex.com,
We
sincerely apologize to this customer. We
do believe waiting 6 months for a part is unacceptable. We have reached out to the customer already
and offered to exchange the damaged chair, that is scheduled for Wednesday
6.22.16. We encourage the customer to
advise if there are any other issues.
Kind
Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
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
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 Afternoon Revdex.com-
We had become aware of this concern...
through another outlet, we
had reached out to the customer directly to discuss our offer of
resolution. The customer is considering
our offer and will reply to the Revdex.com mediation service with their decision. We thank the Revdex.com for bringing this to our
attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com-
size="3">
We are very sorry that this sofa did not
live up to the customer’s expectations. In
an extreme effort to meet this consumer’s demands for resolution we will make a
one time only courtesy offer for resolution (listed below). Should the customer
wish to accept this offer they are able to contact any of our stores for
reselection. Advice the store there is a
credit in the system, the store will schedule the new delivery at the same time
as the pickup, ensuring the customer will have a piece in the home. Please see attached copy for your records.
As this is a one time courtesy- It should be expected that for any
future occurrences of concern, on any other sales order, this individual
consumer is agreeing to adhere to the terms and conditions of their warranty
coverage and the determinations of Bobs Discount Furniture’s Service
Professionals. Our Service Policy is fully disclosed on the customer’s sales
invoice and provided at the time of sale.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different set we will provide a credit (store credit) of 100%. This 100% will
be based off of the original cost paid for the sofa. This one time replacement
does fulfill the [redacted] contract, if the customer wishes the new piece to
have the [redacted] insurance that would be at the customer’s expense. We will waive the delivery fee for new
delivery and pickup and disposal of sofa in the home.
Kindest Regards, ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their delivery experience with us.
I see that this customer has already spoken with the
representative from the Depot Meghan.
Meghan has advised Bob’s that this claim has been resolved as of
10.11.16.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
face="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 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
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