Good Afternoon Revdex.com,
face="Calibri">Please pass on our deepest apologies for any frustration the
customer has been met with while working with the Guardian company to report
the listed concerns. Bobs Discount Furniture offers the best protection plan available
in our industry and we stand behind the value of the Goof Proof and Goof Proof
Plus Plans.
I have left this customer a voicemail message this afternoon
(7.08.2015) with my direct contact number ([redacted]) requesting a call back
at their earliest convenience. I look forward to speaking with this customer
and working to resolve their concerns in the most fair and adequate manner
possible as their account currently shows no record of speaking with Bobs
Discount Furniture directly to seek resolution for this concern.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com-
I have
reached out to this customer directly to offer recourse. Due to this a requirement for medical
reasons, wanted to avoid any further delay.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
I am very sorry that you have
been met with such disappointment while trying to get your product concerns
resolved. I assure you that our Goof Proof Protections plans are not scams; in
fact our records reflect that as of 4.08.2014 you have an open exchange honored
by the [redacted] company for your table that can be scheduled for delivery at
your earliest convenience.
Bobs Discount Furniture thanks
you very much for being so accepting of our services over the years on your
sofa and I see no reason as to why your request for a replacement sofa should
not be honored. I apologize that you had to escalate your concerns so highly in
order to get them properly recognized and I promise you that Bobs Discount Furniture
truly cares about our customers in a way no other retailer ever could.
Please contact our Customer Care
Department at ###-###-#### to schedule both the [redacted] exchange of your
table and the Bobs exchange of your sofa. As long as both items remain
available in our current stock we can most likely exchange both for you on the
same date so we have less impact on your life while we work to resolve your
concerns.
Thank you for choosing Bobs
[redacted] and I apologize again for how poorly we initially answered your need
for further assistance.
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
I just personally listened to the call I provided
transcripts from in my last response and at the start of that call our agent
clearly asks if the person she is speaking with if she is [redacted] and the caller
confirms that they are [redacted]. Again this call took place on 11.26.2014 at
1:32pm and it was confirmed (as depicted previously) there would be a new
delivery fee charged on the [redacted] set. Also stated by “[redacted]” within this
call is an admission that we gave her the choice to refuse the original set or
accept it and she indicates that she made the choice to accept the original set
into her possession.
The act of providing
our internal records at the request of a customer utilizing a mediator service is
completed at our discretion and as I have personally listened to this recording
I do not find a full transcript to be of necessary need.
Based on a
full review of facts within this case and the multiple reasons I have clearly
outlined in my initial response we feel it is fair and adequate that the
customer be charged a second delivery fee for a second delivery attempt. We
have accommodated this customer with a full store credit on her merchandise to
the best our ability and we apologize again if the customer remains
unsatisfied.
Good Morning Revdex.com,
0in 10pt;">Please pass on our apologies for the frustration and the alarm
this mold issue has caused to our customer. This merchandise was delivered to
the customer 2011 and 2015 and we have not received any report of concern until
this report. There are several reasons to how or why this type of concern
arises and regretfully because they are all related to the environment the
product is being kept in, Bobs Discount Furniture is unable to take ownership
or responsibility for this occurrence. This issue is also not directly related
to our brand of memory foam mattress (Bob-o-Pedic) and it is reasonable for any
retailer to assume that their customer has done the appropriate research to
satisfy their own needs for information prior to purchasing any product ( there
are various articles and education available to the public regarding ‘mold on a
mattress’).
Without being able to take on direct responsibility for this
concern we do always disclose the sincerity and care we have for all of our
customers and any presented concern. We are able to offer a store credit for
the price paid on these mattresses. We are not able to remove the moldy
mattresses from the home but will provide the customer with the funds to get a
new replacement mattress via our showroom. Should the customer select another
Bob O Pedic Mattress (memory foam makeup) they are accepting full
responsibility for any future occurrences of mold that may occur due to the
environment this memory foam mattress resides within.
The store credit numbers associated with this resolution is: [redacted]
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon [redacted]
Roman" size="3">
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] 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.
We are genuinely very sorry when our customers experience failures that result
in any amount of unintended inconvenience and we stand by the quality of our
merchandise and the integrity of our entire organization. Please don’t ignore
the fact that the internet contains a small percentage of complaints which stay
on forever. We take great pride in the reality that on a daily basis we
maintain a vastly larger pool of customers who are completely satisfied with
their merchandise and their experiences with us overall. Our customers, our
ability to recognize our failures and take ownership to make them right have
allowed us to become the 15th largest furniture chain in the U.S.
We sent out our technician for a “Best Effort” service. This piece was considerably outside of the
one year warranty against manufacturing issues.
Our tech immediately deemed the piece was not repairable, that stuffing
the cushion would not have desired the effect. He was able to determine this
very quickly, as the customer has stated.
The [redacted] insurance that the customer paid for very clearly
spells out that it covers the customer for all accidental damages. An accident by definition has a “who, what
and when”. As the customer stated in
this complaint, “no one did anything to that cushion”. The insurance company denied the claim due
to the customer’s inability to provide necessary details.
Please see attach flyer that this customer was provided at the
time of purchase, which outlines what is covered.
Kindest Regards,
Tracy S[redacted]
Customer
Care Corporate Liaison
mso-bidi-font-style: italic;">Good
Afternoon Revdex.com-
Please see the attached pictures (1 page) that we
have included for your review on this claim.
These pictures were taken by our technician who
visited the home on 5.3.2016 and explicitly show the abuse that this
merchandise has suffered in time is has been in the home, over three months.
While we apologize that our customer is unhappy with the product we are unable
to offer resolution when the overall condition and cause of the product’s
demise is directly related to the accumulated abuse the item has received in
its environment.
I truly wish I could offer this customer recourse
for her concerns however the pictures speak to the reasons why this merchandise
is in such bad shape. The reasons for this merchandise’s current state are not
related to factory defects or a fault of our business.
We apologize to our customer that we are unable to
take responsibility for damages that are caused completely outside of our
control. We also further apologize if
the technician gave this customer any indication of any recourse that might be
offered. Our technicians while in a
customer’s home often feel that they are not able to give the customer negative
reports. They are there to report to Bob’s
not the customer.
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
face="Calibri">Please pass on our deepest apologies for any frustration the
customer has been met with while working with the Guardian company to report
the listed concerns. Bobs Discount Furniture offers the best protection plan available
in our industry and we stand behind the value of the Goof Proof and Goof Proof
Plus Plans.
I have left this customer a voicemail message this afternoon
(7.08.2015) with my direct contact number ([redacted]) requesting a call back
at their earliest convenience. I look forward to speaking with this customer
and working to resolve their concerns in the most fair and adequate manner
possible as their account currently shows no record of speaking with Bobs
Discount Furniture directly to seek resolution for this concern.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Afternoon...
Revdex.com-
I have
reached out to this customer directly to offer recourse. Due to this a requirement for medical
reasons, wanted to avoid any further delay.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon [redacted],
I am very sorry that you have
been met with such disappointment while trying to get your product concerns
resolved. I assure you that our Goof Proof Protections plans are not scams; in
fact our records reflect that as of 4.08.2014 you have an open exchange honored
by the [redacted] company for your table that can be scheduled for delivery at
your earliest convenience.
Bobs Discount Furniture thanks
you very much for being so accepting of our services over the years on your
sofa and I see no reason as to why your request for a replacement sofa should
not be honored. I apologize that you had to escalate your concerns so highly in
order to get them properly recognized and I promise you that Bobs Discount Furniture
truly cares about our customers in a way no other retailer ever could.
Please contact our Customer Care
Department at ###-###-#### to schedule both the [redacted] exchange of your
table and the Bobs exchange of your sofa. As long as both items remain
available in our current stock we can most likely exchange both for you on the
same date so we have less impact on your life while we work to resolve your
concerns.
Thank you for choosing Bobs
[redacted] and I apologize again for how poorly we initially answered your need
for further assistance.
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
I just personally listened to the call I provided
transcripts from in my last response and at the start of that call our agent
clearly asks if the person she is speaking with if she is [redacted] and the caller
confirms that they are [redacted]. Again this call took place on 11.26.2014 at
1:32pm and it was confirmed (as depicted previously) there would be a new
delivery fee charged on the [redacted] set. Also stated by “[redacted]” within this
call is an admission that we gave her the choice to refuse the original set or
accept it and she indicates that she made the choice to accept the original set
into her possession.
The act of providing
our internal records at the request of a customer utilizing a mediator service is
completed at our discretion and as I have personally listened to this recording
I do not find a full transcript to be of necessary need.
Based on a
full review of facts within this case and the multiple reasons I have clearly
outlined in my initial response we feel it is fair and adequate that the
customer be charged a second delivery fee for a second delivery attempt. We
have accommodated this customer with a full store credit on her merchandise to
the best our ability and we apologize again if the customer remains
unsatisfied.
Sincerely,
[redacted]
Bobs
Discount Furniture
[redacted]
Good Morning Revdex.com,
0in 10pt;">Please pass on our apologies for the frustration and the alarm
this mold issue has caused to our customer. This merchandise was delivered to
the customer 2011 and 2015 and we have not received any report of concern until
this report. There are several reasons to how or why this type of concern
arises and regretfully because they are all related to the environment the
product is being kept in, Bobs Discount Furniture is unable to take ownership
or responsibility for this occurrence. This issue is also not directly related
to our brand of memory foam mattress (Bob-o-Pedic) and it is reasonable for any
retailer to assume that their customer has done the appropriate research to
satisfy their own needs for information prior to purchasing any product ( there
are various articles and education available to the public regarding ‘mold on a
mattress’).
Without being able to take on direct responsibility for this
concern we do always disclose the sincerity and care we have for all of our
customers and any presented concern. We are able to offer a store credit for
the price paid on these mattresses. We are not able to remove the moldy
mattresses from the home but will provide the customer with the funds to get a
new replacement mattress via our showroom. Should the customer select another
Bob O Pedic Mattress (memory foam makeup) they are accepting full
responsibility for any future occurrences of mold that may occur due to the
environment this memory foam mattress resides within.
The store credit numbers associated with this resolution is: [redacted]
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon [redacted]
Roman" size="3">
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] 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.
We are genuinely very sorry when our customers experience failures that result
in any amount of unintended inconvenience and we stand by the quality of our
merchandise and the integrity of our entire organization. Please don’t ignore
the fact that the internet contains a small percentage of complaints which stay
on forever. We take great pride in the reality that on a daily basis we
maintain a vastly larger pool of customers who are completely satisfied with
their merchandise and their experiences with us overall. Our customers, our
ability to recognize our failures and take ownership to make them right have
allowed us to become the 15th largest furniture chain in the U.S.
We sent out our technician for a “Best Effort” service. This piece was considerably outside of the
one year warranty against manufacturing issues.
Our tech immediately deemed the piece was not repairable, that stuffing
the cushion would not have desired the effect. He was able to determine this
very quickly, as the customer has stated.
The [redacted] insurance that the customer paid for very clearly
spells out that it covers the customer for all accidental damages. An accident by definition has a “who, what
and when”. As the customer stated in
this complaint, “no one did anything to that cushion”. The insurance company denied the claim due
to the customer’s inability to provide necessary details.
Please see attach flyer that this customer was provided at the
time of purchase, which outlines what is covered.
Kindest Regards,
Tracy S[redacted]
Customer
Care Corporate Liaison
mso-bidi-font-style: italic;">Good
Afternoon Revdex.com-
Please see the attached pictures (1 page) that we
have included for your review on this claim.
These pictures were taken by our technician who
visited the home on 5.3.2016 and explicitly show the abuse that this
merchandise has suffered in time is has been in the home, over three months.
While we apologize that our customer is unhappy with the product we are unable
to offer resolution when the overall condition and cause of the product’s
demise is directly related to the accumulated abuse the item has received in
its environment.
I truly wish I could offer this customer recourse
for her concerns however the pictures speak to the reasons why this merchandise
is in such bad shape. The reasons for this merchandise’s current state are not
related to factory defects or a fault of our business.
We apologize to our customer that we are unable to
take responsibility for damages that are caused completely outside of our
control. We also further apologize if
the technician gave this customer any indication of any recourse that might be
offered. Our technicians while in a
customer’s home often feel that they are not able to give the customer negative
reports. They are there to report to Bob’s
not the customer.
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison