Good Morning Revdex.com,
"margin: 0in 0in 10pt;">We have been in contact with *** regarding this complaint
and we have honored our customer’s ‘desired settlement’ requestWe apologize
for any and all inconveniences that we have caused *** and we thank *** for
bringing our failures to our attention so that we have the information
necessary to improve our customers overall experience
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">After reading this complaint I am truly embarrassed by the behavior
our delivery team displayed while in our customers homeI assure *** and his
wife that intentionally deceiving our customers is not considered acceptable
behavior by Bobs Discount Furniture and I have personally made our Delivery
Managers aware of ***’s complaint so that we can take the appropriate steps
to ensure this type of scenario never happens to one of our valued customers
againI am also sorry for the lack of care *** feels he was met with while
initially reporting his concern to our Customer Care officeOur records
reflect that we have processed a monetary refund of the charged delivery fee
back to *** as a form of our apology for this disappointment
I thank *** for taking the time to write this complaint so
that we have the best knowledge available to us to improve our delivery
service
Good Afternoon ***
line-height: 15pt;">I sincerely apologize for the inconvenience
the availability of your part order has caused youI can understand your
frustration. I truly wish we could get this merchandise to
you sooner than the current scheduled date of November
Parts are ordered directly from the vendor,
they are not something we keep in stock.
This particular vendor has advised they are delayed in shipping at this
time. As we do not manufacture merchandise
ourselves, we are forced to rely on our vendors to ship parts when necessary
While we understand your frustration that
these pieces were not delivered in showroom condition, we are relieved knowing
you do have pieces that are able to be used until we receive the brand new
parts from the vendor
We have ordered two storage drawers for the
bed. In your complaint you note that it
is dresser drawers. Please advise as the
parts that were reported to us as damaged are the under bed storage drawers,
which would not be compatible with the dresser drawers. If it is the dresser drawers we can cancel
the part order for the storage drawers and offer to exchange the dresser due to
the error in the part order
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
line-height: 15pt;">We apologize that the customer was unhappy
with the service that they received. We
have offered compensation and that compensation was accepted as final
compensation. If the customer wishes to
pursue this further they would need to pursue this through legal channels.
Any internal actions taken within the
company are confidential, we would not share the details of any disciplinary action
with a customer
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this
customer during their experience with us
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Jennifer to
rectify the situation and reach a satisfactory outcomeJennifer has offered the customer a
reselection credit
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***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
face="Times New Roman">
Please pass on our apologies for the inconvenience our
sales failure caused our customer to experienceWhile we can certainly
acknowledge the frustration this concern has caused our customer the service of
delivery paid for was completed successfullyOur responsibility to our
customer is to make the failure we caused right, thus honoring our original
promise to deliver them the product that they selectedWe made our mistake
right and the correct merchandise shows as delivered on Albeit the
wrong color, the customer was not left without furniture to sit on in the
interim it took for us to correct this selling mistake and had the customer
made us aware of a need for a special delivery accommodation (date or time
frame request) I’m certain that our Customer Care Team/Routing Department would
have worked to honor the request being made made
Normally we offer any type of additional apology in the form of a
Bobs Discount Furniture Gift Card because as a business we understand the
importance of earning our customer’s trust back and proving to our customer
that writing an order incorrectly is not part of the daily operations
that have helped us grow to be the 15th largest furniture retailer
in the U.SWe also wish to provide our customers with a tangible item as a
further form of apology rather than just committing to the act of pacifying
someone with a monetary amountShould the customer wish not to provide us with
another opportunity to provide a package of merchandise we can understand the
reasons why in this scenario and have several cash and carry items that can be
taken from our showrooms or outlet locations as our free gift of apology with
use of a gift cardYes, there are plenty of items available for $or less
and the amount in which any business deems fair and adequate to compensate a
customer is the internal discretion of that business
We apologize again for the failure of our sales person and can
upgrade our Bobs Discount Furniture Gift Card offer to $
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 made
in June and at that time the customer purchased the option of *** ***
This protection plan through *** covers the customer
for five years of accidental damages.
Accidents must be called in within thirty days of the incidentThe
customer must be able to provide *** with an account of how the damage
occurred, showing it to be accidental in nature. This customer reported to *** that they
were leaning against the headboard and it cracked. This is not an accident; this is not
something *** would cover. An
example of an accident would be “Monday I was carrying the laundry basket and
tripped over the cat, I fell against the headboard and broke the corner
off”. The plan is similar to car
insurance in that you would not call for replacement of worn tires or wiper
blades. *** covers accidents only
The merchandise came with a one year warranty against
manufacturing defects through Bob’s.
That warranty expired June of 2013.
When we set up the service tech to come out on we explained to
the customer that it was outside of warranty, it was a BEST EFFORT
service. That means we would have our
tech repair any thing he could in the home, but parts were not covered. The
tech attempted to repair while in the home, he did not believe it would be a
permanent fix.
As this merchandise has been in the home for four years we
would not be able to offer to replace the merchandise. The tech did deem the damage to be
non-manufacturing in nature and he did attempt the repair, we have no other
options to offer
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
I had issues with all my deliveries from Bob furnitureThe first delivery had cracks in the foot panel of the bed and crack in the dining tableI had to wait for more than a week to replacementThis time the foot panel mirror had paint over itInstead of replacing I kept it since I also purchased the goof proof plan to have it clean laterAnother of my delivery for dining chairs had one chair with a crack in the legI returned it and got another delivery after a week and the same chair was deliveredIt is not one more week for me to wait for another deliveryIts christmas time and I have guest coming over all day this week and now I have to purchase another set of chairs from marketI talk to customer care and they can not deliver it this week and ready to compensate but after the delivery is done since they believe there could be further inconvenience for me i.efurther delivery may also have problemThis is ridiculous and the reason told to me is that it is a very big company and there are some many people and people make mistakesThis is not fair and I feel very dissatisfied with my purchase/business with BOB furniture
Good Morning Revdex.com,
Please pass on our sincerest apologies for
the inconvenience the multiple deliveries and damaged product caused our
customerWe can certainly understand the customer’s frustration and
acknowledge the reasons why the customer felt a refund was the appropriate
resolution for the concerns we caused
As of the customer entered into
several agreements with us which have brought resolution to their concerns
Kindest Regards,
Stephanie ** G***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
We appreciate the customer’s effort in trying to proceed with the
*** companyAfter researching their records I have been educated that her
claim was denied and I apologize on their behalf that this customer did not receive
any follow up as promised to explain this denial
As we had previously offered I have processed the refund of $
for this customer’s Goof Proof Protection Plan on the dining room set alone
Regardless of the recent request the customer has made stating “I will like a
refund on my furniture”, we did not offer a refund on the furniture as this
customer is not eligible for this as a resolution at this time
The internal refund credit number on our end is: *** and I would
expect that the customer see this credit posted on their financing account
within one complete billing cycle
Thank you,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
I have
spoken with *** by phone today (5.07.2014) and we have reached a
resolution that I believe our customer is satisfied withWe have offered our
customer a reselection credit and I have just completed emailing her all the
details of this credit
Thank you
for the opportunity to make it right,
*** ** ***
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
Our records
indicate that this merchandise was delivered on 09/04/and the customer purchased no additional coverage from us for an
extension to their original one year warranty period (communicated by Bobs via
the original sales invoice)
We absolutely apologize for any
scheduling error on our part that has caused our customer to experience any inconvenience
Please know that at this time any
service that we are offering to the customer at no cost is being done as an extreme courtesy since our business’s
direct responsibility to this purchase expired in
We currently have a service appointment arranged
to occur on and will do our very best to aide the customer with the
concerns being experienced very far outside of any warranty coverage period
available thru Bobs
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 my
colleague and it appears the customer will be working closely with Jennifer to
rectify the situation and reach a satisfactory outcome
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***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Day ***,
I apologize that you remain so dissatisfied with the outcome of the original delivery attemptAs indicated previously I completely understand why and we do take responsibility for what you cite to have allegedly seen occur during the truck making its stopOf course we expect a member of the delivery team to knock on your door to make contact and if we are unable to reach anyone then we call the phone number we have on file to verify if a person is actually inside the residenceHad you been in the residence or had someone else available in the residence that call may have been answered allowing us to ask our delivery team to wait longer outside your home
Regardless of the fact that we did try and reach you, we took ownership as a business and sided with you, our customer, on that dayWe advised the trucking company that we verified a serious need for the truck to return to your residence and we worked at every capacity available to us to get this to occurWe never intended to let you down and we certainly don’t set out to ruin anyone’s visions of the joy their product will bring themWe most certainly understand the passion associated with making a new furniture purchase and we are genuinely very sorry that we were unable to honor the original agreement of delivering your product on the day you expected
Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from usLike any other business, there is no denying that we regretfully make mistakesWe 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 overallOur 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.
If your order was to be reinstated and delivered to you we would be happy to discuss a further form of apology offer with you after we have been able to earn your satisfaction with the sales orderSincerely,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care 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
in June and at the time of purchase the customer purchased the option of
*** *** ***
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, ***. *** covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of the 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 sent out technician to the home on 10.21.16. He determined that this damage was not the
result of a manufacturing defect. The
technician submitted photos from the visit.
We agree with the technicians findings.
As there are multiple scratches the customer would not be able to place
a claim with ***, as they only cover damage from a single accident. Please refer to the *** *** *** handout
the is attached and was given to the customer at time of purchase.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good
Morning Revdex.com,
We are very sorry for the issues
with the merchandise that this customer has had to deal with. It is always more difficult when it is for a
child’s room. We would not be able to offer
a refund for this merchandise. Any
merchandise, once delivered is no longer eligible for a refund. The pieces that were recently exchanged were
done so as a courtesy. When we sent the
tech to the home the beginning of February, he did not find any manufacturing
defects. He did correct the issues that were
presented with the bed. The customer was
not happy with the repair, so the pieces were replaced.
There have been no issues with the
bed called in since the pieces were replaced.
If there are any further issues with the bunk bed we will address those
issues. The warranty that was purchased
clearly states that parts and service are offered when any manufacturing
defects are reported. Please see
attached a copy of the customer’s sales order which states on page the
service policy and the refund policy, also attached a copy of the *** ***
warranty handout sheet
Kindest Regards,
Tracy S***
Bobs Discount Furniture,
Corporate Customer Care Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to mebobs say they will replace three of the chairsi will except that but how do I go about getting the chairs replaced who do I have to get in contact with please get back to me as soon as possible Sincerely,
*** ***
Good Morning Revdex.com-
"line-height: 115%Verdana","sans-serif"">Please pass on our sincerest apologies for the
inconvenience the multiple deliveries and damaged product continues to cause
our customerWe can certainly understand the customer’s frustration and
acknowledge the reasons why the customer feels they are owed something
additional after their concerns have been resolved
Bob’s prides itself on providing quality service and the best value product for
the priceOur primary focus is on making the concern we caused right so that
our customer is satisfied with the product that they have purchased from usAs
the retailer we have taken full responsibility for the damages that may have
occurred at the factory overseas or during the extensive transit the
merchandise endures prior to arriving to our customer. We do see that the table that needs to be
exchanged is available and a follow up call requested by this customer was
placed on 2/3/16. During that call the
Lead tried to schedule the exchange of the table and the customer refused to
schedule
We have resolved the majority of the original product concerns and delivered
the customer the majority of their merchandise originally expected in good
conditionWhile it is far beyond our policies to do so, we addressed
this customer’s high level of aggravation by offering a further form of apology
right away back to Wells FargoAs indicated above our business normally seeks
to make the concern right (honoring our original agreement with the consumer)
before providing a further form of apologyAs the issues occurred with the
delivery we refunded the delivery fee charged
We currently have an even exchange pending for the *** table to resolve
the remaining cosmetic concern with this merchandise. The customer needs only to call customer care
at ###-###-#### to schedule
We have continued as a business to address this individual’s concern the moment
it is presented to us and work out of our guidelines because we realize
the level of dissatisfaction this consumer is emulating as a result of our
failures
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Worst purchasing experience I have ever hadI ordered a chest to be deliveredYou must pay for shipping which is fine because they also build itFirst delivery attempt, they did not go by the shipping addressThey went to the first address and when called they correct address was given and an updated number to call when they are on the wayThey chose to go do other deliveries and come backThey did not call the correct number and showed up and left within minutesWhen I called bobs they said the number was never updated because I gave it to the shipper which is a 3rd party shipping company so it was not their faultAlthough the call we received was from the shipperThey then said they could not attempt another delivery for a week even though it was clearly their faultWe rescheduled the delivery for a week laterWe call to see where the delivery is because we have not received any type of confirmation, and they state they had a computer error and in which they lost delivery schedules and they did not get around to calling us and letting us know to rescheduleWe canceled and they did not even care to try to keep the business or to attempt to correct the situationI will not buy from this company ever againCustomer service is not first thing on their mind
Good Morning Revdex.com,
size="3">Please pass on our sincerest apologies for the frustration
our customer has endured during the multiple instances outlined of failure in
this complaint
Our records indicate that as of the customer’s
remaining refunds have been accurately and fully processed from our systems
We thank our customer for bringing this concern to our escalated
attention so that we can address the obvious coaching concerns we have and
improve our business overall
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">We have been in contact with *** regarding this complaint
and we have honored our customer’s ‘desired settlement’ requestWe apologize
for any and all inconveniences that we have caused *** and we thank *** for
bringing our failures to our attention so that we have the information
necessary to improve our customers overall experience
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">After reading this complaint I am truly embarrassed by the behavior
our delivery team displayed while in our customers homeI assure *** and his
wife that intentionally deceiving our customers is not considered acceptable
behavior by Bobs Discount Furniture and I have personally made our Delivery
Managers aware of ***’s complaint so that we can take the appropriate steps
to ensure this type of scenario never happens to one of our valued customers
againI am also sorry for the lack of care *** feels he was met with while
initially reporting his concern to our Customer Care officeOur records
reflect that we have processed a monetary refund of the charged delivery fee
back to *** as a form of our apology for this disappointment
I thank *** for taking the time to write this complaint so
that we have the best knowledge available to us to improve our delivery
service
Good Afternoon ***
line-height: 15pt;">I sincerely apologize for the inconvenience
the availability of your part order has caused youI can understand your
frustration. I truly wish we could get this merchandise to
you sooner than the current scheduled date of November
Parts are ordered directly from the vendor,
they are not something we keep in stock.
This particular vendor has advised they are delayed in shipping at this
time. As we do not manufacture merchandise
ourselves, we are forced to rely on our vendors to ship parts when necessary
While we understand your frustration that
these pieces were not delivered in showroom condition, we are relieved knowing
you do have pieces that are able to be used until we receive the brand new
parts from the vendor
We have ordered two storage drawers for the
bed. In your complaint you note that it
is dresser drawers. Please advise as the
parts that were reported to us as damaged are the under bed storage drawers,
which would not be compatible with the dresser drawers. If it is the dresser drawers we can cancel
the part order for the storage drawers and offer to exchange the dresser due to
the error in the part order
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
line-height: 15pt;">We apologize that the customer was unhappy
with the service that they received. We
have offered compensation and that compensation was accepted as final
compensation. If the customer wishes to
pursue this further they would need to pursue this through legal channels.
Any internal actions taken within the
company are confidential, we would not share the details of any disciplinary action
with a customer
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this
customer during their experience with us
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Jennifer to
rectify the situation and reach a satisfactory outcomeJennifer has offered the customer a
reselection credit
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***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
face="Times New Roman">
Please pass on our apologies for the inconvenience our
sales failure caused our customer to experienceWhile we can certainly
acknowledge the frustration this concern has caused our customer the service of
delivery paid for was completed successfullyOur responsibility to our
customer is to make the failure we caused right, thus honoring our original
promise to deliver them the product that they selectedWe made our mistake
right and the correct merchandise shows as delivered on Albeit the
wrong color, the customer was not left without furniture to sit on in the
interim it took for us to correct this selling mistake and had the customer
made us aware of a need for a special delivery accommodation (date or time
frame request) I’m certain that our Customer Care Team/Routing Department would
have worked to honor the request being made made
Normally we offer any type of additional apology in the form of a
Bobs Discount Furniture Gift Card because as a business we understand the
importance of earning our customer’s trust back and proving to our customer
that writing an order incorrectly is not part of the daily operations
that have helped us grow to be the 15th largest furniture retailer
in the U.SWe also wish to provide our customers with a tangible item as a
further form of apology rather than just committing to the act of pacifying
someone with a monetary amountShould the customer wish not to provide us with
another opportunity to provide a package of merchandise we can understand the
reasons why in this scenario and have several cash and carry items that can be
taken from our showrooms or outlet locations as our free gift of apology with
use of a gift cardYes, there are plenty of items available for $or less
and the amount in which any business deems fair and adequate to compensate a
customer is the internal discretion of that business
We apologize again for the failure of our sales person and can
upgrade our Bobs Discount Furniture Gift Card offer to $
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 made
in June and at that time the customer purchased the option of *** ***
This protection plan through *** covers the customer
for five years of accidental damages.
Accidents must be called in within thirty days of the incidentThe
customer must be able to provide *** with an account of how the damage
occurred, showing it to be accidental in nature. This customer reported to *** that they
were leaning against the headboard and it cracked. This is not an accident; this is not
something *** would cover. An
example of an accident would be “Monday I was carrying the laundry basket and
tripped over the cat, I fell against the headboard and broke the corner
off”. The plan is similar to car
insurance in that you would not call for replacement of worn tires or wiper
blades. *** covers accidents only
The merchandise came with a one year warranty against
manufacturing defects through Bob’s.
That warranty expired June of 2013.
When we set up the service tech to come out on we explained to
the customer that it was outside of warranty, it was a BEST EFFORT
service. That means we would have our
tech repair any thing he could in the home, but parts were not covered. The
tech attempted to repair while in the home, he did not believe it would be a
permanent fix.
As this merchandise has been in the home for four years we
would not be able to offer to replace the merchandise. The tech did deem the damage to be
non-manufacturing in nature and he did attempt the repair, we have no other
options to offer
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
I had issues with all my deliveries from Bob furnitureThe first delivery had cracks in the foot panel of the bed and crack in the dining tableI had to wait for more than a week to replacementThis time the foot panel mirror had paint over itInstead of replacing I kept it since I also purchased the goof proof plan to have it clean laterAnother of my delivery for dining chairs had one chair with a crack in the legI returned it and got another delivery after a week and the same chair was deliveredIt is not one more week for me to wait for another deliveryIts christmas time and I have guest coming over all day this week and now I have to purchase another set of chairs from marketI talk to customer care and they can not deliver it this week and ready to compensate but after the delivery is done since they believe there could be further inconvenience for me i.efurther delivery may also have problemThis is ridiculous and the reason told to me is that it is a very big company and there are some many people and people make mistakesThis is not fair and I feel very dissatisfied with my purchase/business with BOB furniture
Good Morning Revdex.com,
Please pass on our sincerest apologies for
the inconvenience the multiple deliveries and damaged product caused our
customerWe can certainly understand the customer’s frustration and
acknowledge the reasons why the customer felt a refund was the appropriate
resolution for the concerns we caused
As of the customer entered into
several agreements with us which have brought resolution to their concerns
Kindest Regards,
Stephanie ** G***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
We appreciate the customer’s effort in trying to proceed with the
*** companyAfter researching their records I have been educated that her
claim was denied and I apologize on their behalf that this customer did not receive
any follow up as promised to explain this denial
As we had previously offered I have processed the refund of $
for this customer’s Goof Proof Protection Plan on the dining room set alone
Regardless of the recent request the customer has made stating “I will like a
refund on my furniture”, we did not offer a refund on the furniture as this
customer is not eligible for this as a resolution at this time
The internal refund credit number on our end is: *** and I would
expect that the customer see this credit posted on their financing account
within one complete billing cycle
Thank you,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
I have
spoken with *** by phone today (5.07.2014) and we have reached a
resolution that I believe our customer is satisfied withWe have offered our
customer a reselection credit and I have just completed emailing her all the
details of this credit
Thank you
for the opportunity to make it right,
*** ** ***
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
Our records
indicate that this merchandise was delivered on 09/04/and the customer purchased no additional coverage from us for an
extension to their original one year warranty period (communicated by Bobs via
the original sales invoice)
We absolutely apologize for any
scheduling error on our part that has caused our customer to experience any inconvenience
Please know that at this time any
service that we are offering to the customer at no cost is being done as an extreme courtesy since our business’s
direct responsibility to this purchase expired in
We currently have a service appointment arranged
to occur on and will do our very best to aide the customer with the
concerns being experienced very far outside of any warranty coverage period
available thru Bobs
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 my
colleague and it appears the customer will be working closely with Jennifer to
rectify the situation and reach a satisfactory outcome
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***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Day ***,
I apologize that you remain so dissatisfied with the outcome of the original delivery attemptAs indicated previously I completely understand why and we do take responsibility for what you cite to have allegedly seen occur during the truck making its stopOf course we expect a member of the delivery team to knock on your door to make contact and if we are unable to reach anyone then we call the phone number we have on file to verify if a person is actually inside the residenceHad you been in the residence or had someone else available in the residence that call may have been answered allowing us to ask our delivery team to wait longer outside your home
Regardless of the fact that we did try and reach you, we took ownership as a business and sided with you, our customer, on that dayWe advised the trucking company that we verified a serious need for the truck to return to your residence and we worked at every capacity available to us to get this to occurWe never intended to let you down and we certainly don’t set out to ruin anyone’s visions of the joy their product will bring themWe most certainly understand the passion associated with making a new furniture purchase and we are genuinely very sorry that we were unable to honor the original agreement of delivering your product on the day you expected
Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from usLike any other business, there is no denying that we regretfully make mistakesWe 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 overallOur 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.
If your order was to be reinstated and delivered to you we would be happy to discuss a further form of apology offer with you after we have been able to earn your satisfaction with the sales orderSincerely,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care 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
in June and at the time of purchase the customer purchased the option of
*** *** ***
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, ***. *** covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of the 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 sent out technician to the home on 10.21.16. He determined that this damage was not the
result of a manufacturing defect. The
technician submitted photos from the visit.
We agree with the technicians findings.
As there are multiple scratches the customer would not be able to place
a claim with ***, as they only cover damage from a single accident. Please refer to the *** *** *** handout
the is attached and was given to the customer at time of purchase.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good
Morning Revdex.com,
We are very sorry for the issues
with the merchandise that this customer has had to deal with. It is always more difficult when it is for a
child’s room. We would not be able to offer
a refund for this merchandise. Any
merchandise, once delivered is no longer eligible for a refund. The pieces that were recently exchanged were
done so as a courtesy. When we sent the
tech to the home the beginning of February, he did not find any manufacturing
defects. He did correct the issues that were
presented with the bed. The customer was
not happy with the repair, so the pieces were replaced.
There have been no issues with the
bed called in since the pieces were replaced.
If there are any further issues with the bunk bed we will address those
issues. The warranty that was purchased
clearly states that parts and service are offered when any manufacturing
defects are reported. Please see
attached a copy of the customer’s sales order which states on page the
service policy and the refund policy, also attached a copy of the *** ***
warranty handout sheet
Kindest Regards,
Tracy S***
Bobs Discount Furniture,
Corporate Customer Care Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to mebobs say they will replace three of the chairsi will except that but how do I go about getting the chairs replaced who do I have to get in contact with please get back to me as soon as possible Sincerely,
*** ***
Good Morning Revdex.com-
"line-height: 115%Verdana","sans-serif"">Please pass on our sincerest apologies for the
inconvenience the multiple deliveries and damaged product continues to cause
our customerWe can certainly understand the customer’s frustration and
acknowledge the reasons why the customer feels they are owed something
additional after their concerns have been resolved
Bob’s prides itself on providing quality service and the best value product for
the priceOur primary focus is on making the concern we caused right so that
our customer is satisfied with the product that they have purchased from usAs
the retailer we have taken full responsibility for the damages that may have
occurred at the factory overseas or during the extensive transit the
merchandise endures prior to arriving to our customer. We do see that the table that needs to be
exchanged is available and a follow up call requested by this customer was
placed on 2/3/16. During that call the
Lead tried to schedule the exchange of the table and the customer refused to
schedule
We have resolved the majority of the original product concerns and delivered
the customer the majority of their merchandise originally expected in good
conditionWhile it is far beyond our policies to do so, we addressed
this customer’s high level of aggravation by offering a further form of apology
right away back to Wells FargoAs indicated above our business normally seeks
to make the concern right (honoring our original agreement with the consumer)
before providing a further form of apologyAs the issues occurred with the
delivery we refunded the delivery fee charged
We currently have an even exchange pending for the *** table to resolve
the remaining cosmetic concern with this merchandise. The customer needs only to call customer care
at ###-###-#### to schedule
We have continued as a business to address this individual’s concern the moment
it is presented to us and work out of our guidelines because we realize
the level of dissatisfaction this consumer is emulating as a result of our
failures
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Worst purchasing experience I have ever hadI ordered a chest to be deliveredYou must pay for shipping which is fine because they also build itFirst delivery attempt, they did not go by the shipping addressThey went to the first address and when called they correct address was given and an updated number to call when they are on the wayThey chose to go do other deliveries and come backThey did not call the correct number and showed up and left within minutesWhen I called bobs they said the number was never updated because I gave it to the shipper which is a 3rd party shipping company so it was not their faultAlthough the call we received was from the shipperThey then said they could not attempt another delivery for a week even though it was clearly their faultWe rescheduled the delivery for a week laterWe call to see where the delivery is because we have not received any type of confirmation, and they state they had a computer error and in which they lost delivery schedules and they did not get around to calling us and letting us know to rescheduleWe canceled and they did not even care to try to keep the business or to attempt to correct the situationI will not buy from this company ever againCustomer service is not first thing on their mind
Good Morning Revdex.com,
size="3">Please pass on our sincerest apologies for the frustration
our customer has endured during the multiple instances outlined of failure in
this complaint
Our records indicate that as of the customer’s
remaining refunds have been accurately and fully processed from our systems
We thank our customer for bringing this concern to our escalated
attention so that we can address the obvious coaching concerns we have and
improve our business overall