Good Afternoon ***,
"">
I called you and left a message for you on this phone number
today (###-###-####)I did try the main phone number we have on file for you
as well which is ###-###-#### and received a message stating that this was no
longer a valid phone number to reach you onI am very sorry for the many
concerns you have experienced with your product within such a short period of
time and I assure you that Bobs Discount Furniture cares very much to make our
customers happy
I have created a reselection credit under your account that
is currently active in the amount of $The credit number associated with
this in our system is: *** and this credit will remain active through
for your useYou may return to our showroom and select a new dining
room set using this credit and we will remove the defective set and deliver you
the new set on a future delivery date of your choice
If you have any other questions or concerns regarding this
credit you can reach me directly by phone at ###-###-#### or through this Revdex.com
channel
I apologize
again for the amount of time you have had to spend on seeking resolution for
our product failures and I truly appreciate that you are willing to give us
another chance with a different dining room set
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
Please pass on our sincerest apologies for the inconvenience the multiple deliveries caused our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after their concern has been resolved
We further apologize for what the customer cites to have occurred during their visit with our storeAs our Refund Policy depicts (on sales invoice) there is an option to have a refund applied back to any debit card provided the debit card can be presentedSee policy below:
For any refund, except as otherwise noted, we will credit the same credit/debit card account on which you charged the original transaction, or we will mail you a refund check from our Corporate Offices within sixteen (16) days if you made your payment by cash, check, traveler’s check, or money orderFor purchases made by debit, you will need to come into the store with your debit card to receive the credit or we will mail you a refund check from our Corporate OfficesWe can only issue checks to the person(s) listed as the sold to party on the original sales orderBob’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 usWe have resolved the original concern and delivered the customer the merchandise originally expected in good condition as of At this time any additional accommodation we feel adequate to offer to the customer is a form of our apology and at our internal discretion
Normally we offer any additional apology in the form of a Bobs Discount Furniture Gift Card; our records do indicate that this customer has already been offered a $Bobs Discount Furniture Gift card from our company as a further form of apology
While it is not 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 compensation guidelines and policiesInstead of the $Bobs Discount Furniture Gift Card we will offer to refund the customer’s original method of payment in the amount of $should they seek only a monetary amount as our form of apology for this concernWe apologize to our customer again for any and all inconveniences the initial damaged product concern caused to his family and look forward to hearing back from him so that we can process the apology offer he chooses to accept
Kindest Regards,
*** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We have spoken with our customer via our corporate offices
and provided a resolution for our customer’s concernsWe are very sorry for
any inconveniences we have caused our customer, we genuinely thank *** for
giving us the opportunity to make it right and look forward to satisfying her
in the near future when her concerns have been completely resolved
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Day Revdex.com,
I apologize again to our customer for the alleged sales experience they have outlined occurred while purchasing this protection planAs I was not present during the time of sale I am unable to make determinations of what actually occurred and I do know that we expect our sales team to provide a brief overview of the protection plan to our customers without overwhelming themThe sales flyer is commonly placed inside this trifold along with the customer’s sales invoiceAgain as the Goof Proof Protection in honored thru a third party company there is regretfully no way for our business to determine if the customer did or did not receive the specific plan outlinesThe Goof Proof Plan is extremely valuable and Bobs would never make an attempt to sell our customer anything that we did not feel held the value of its price pointThe simplest way the plan can be explained is to state it is insurance for your furniture and does cover many incidents that occur to your furniture from accidents inside your home (beyond use)The sleeper mechanism on this merchandise is currently covered through *** for five years (not Bobs), the reason this person’s claim was denied was because it wasn’t reported as the result of an accident occurringThat determination takes only moments to verify via phoneLike many other protection plans sold on home appliances, automobiles, or electronics there are reasonable guidelines that must be adhered to in order to keep the plan fair for all consumers alike
Should the customer feel her claim is not being properly addressed by the *** company we would suggest that the customer contact this company directly to make them aware of her remaining concerns
As of right now Bobs Discount Furniture is still able to provide the courtesy offer of ‘Best Effort Service’ that we outlined in our last communication
Sincerely,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
%
Complaint: ***
I am rejecting this response because:
I purchased the furniture set in question because it was the only one that matched with the other dining room furniture in my home I do not wish to spend any additional money at Bob's furniture to try and find another set nor do I have confidence that any of their other furniture will not have quality issuesI would prefer to invest my money elsewhere where I know I will get quality furniture for the money I am paying Had I known of their defective products and poor customer service, I would have gone elsewhere from the start At this time I am requesting a refund
Sincerely,
*** ***
Good Morning ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I am so sorry for the alleged sales experience you site to
have received while signing the policy documents associated with your purchase
We do expect our sales professional to fully educate our customers on these
polices and answer any questions our customers may have during the initial
transactionWe work very hard as a company to ensure our polices are easy for
our consumers to understand and I further apologize that you don’t agree that
these documents are clearI assure you that your feedback is greatly
appreciated so that we may always improve our customer’s overall experience and
we will certainly rectify the employee coaching concerns you have brought to
our attention
I have listed the Refunds and Cancelations Policy below as
it is depicted on your sales invoiceI do feel that this policy is stated plainly
and is easily accessible to our consumer and we will work to continually ensure
that all of our employees are properly communicating this
REFUNDS
AND CANCELLATIONS POLICY
You may
request a full refund on orders for stocked merchandise at any time up until
the time we deliver the merchandise to you or until you pick it up
You may
exchange or return any take-with purchase within thirty (30) days of the date
of possession for a full refund provided you have your original sales receipt
and the merchandise is in like-new condition and has not been otherwise used
Take-with sales include: accessories, rugs, bed frames, lamps, bed protectors,
pillows and pillow protectors
Our records indicate that we have agreed to work outside of our policies
in an effort to satisfy you and have scheduled a pick up your dining room set for
today (8.28.2014) to be returned for Bobs Discount Furniture Store CreditI do
thank you for making this complaint so that we have the opportunity to grow and
invite you back into our showroom at your earliest convenience so that you can
select a new dining room set that will bring you many years of comfort and joy
Kind Regards,
*** ***
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 me
I did call Bob's Furniture and did speak with someone. I think I misunderstood the rep. If the two tables are available now I would like to schedule a time to have them delivered.
Sincerely,
*** ***
Complaint:
I am rejecting this response because: as stated in my complaint, that offer was accepted before I noticed the extent of the defects in the furniture. As I explained to the store manager, in order to accept that offer I have to accept the original default, which was the color. This means I will have to repaint my living room, which I was willing to do to accept the offer; however, upon further inspection, I can say for certain this was not "damage" due to shipment, but rather how the product is made. It is missing legs and a place to put them, missing springs in the couch and chaise, and the fabric is not the same as in the store. It is one thing to work with the company when I thought it was damage possibly due to shipment, but I cannot take the chance and repaint my home to match this furniture when it appears that the "factory standards" is what is in question. It looks like this furniture was made of the scraps from the shop floor (photo's attached) and no where near the quality on display in the store. The company has not even apologized for that, which is indication that I can expect the second delivery to be just as poorly constructed. As such, I reject the offer and have already cancelled the replacement order. The company's refusal to accept the cancellation and refund the money is what led to this complaint.
Also, for clarification, this complaint with the Revdex.com is in regards to the company's policy and practices. The written refund policy (photo attached) is intentionally misleading and does not explicitly state that the company has an absolute "No Refund" policy, as the representatives constantly repeat, or that the furniture is "(nor does the price reflect As-Is). In fact, when I first called to notify the company of the initial damage and before I could even finish the complaint, the first thing out of the representatives' mouth was "we will not give you a refund". I suspect this policy is not in writing because it cannot possible be legal to accept the consumer's money under the pretense to provide goods the company cannot deliver on then send an item different than what the consumer actually purchased and then force that consumer to select something else from the store. And to top it off, the written policy basically says that, in order to get a refund I had to cancel the order three days after I ordered it, which was a month before I actually received or saw it.
To remedy this, in addition to the refund, I am asking for a change in the company's policy. I much prefer a full investigation in the company's dishonorable policies and potentially illegal practices.
Lastly,
Sincerely,
*** ***
Good Afternoon ***,
"">
I
apologize for the lack of care and empathy that you cite to have received from
our Customer Care Office while seeking to resolve the concern with your
reclinerI further apologize that the part we ordered for you is taking so
long to ship to you; I assure you that we do not experience long delays on a regular
basis and we never meant to cause you more frustration or inconvenience
The
protection plan you purchased through us covers you for five years of unlimited
part replacement and professional laborShould you wish to have the item
replaced in lieu of accepting a service, or if a service isn’t going to rectify
the defect concern, your plan covers you for the cost a one time replacement
We can offer to provide you with a reselection credit for the full amount you
paid for the sofa ($599) should you wish us to cancel the current part order
Please understand that in accepting this option the parameters of your original
protection plan are considered fulfilled on this item
Addressing
the recliner specifically as a business we are normally unable to offer
recourse on an item that is not experiencing any factory defect concernWe
agree that as a consumer you are owed recourse for the case of the defect
concern on your sofa and as you are not satisfied with the original recourse option
offered we worked to meet your demand by offering an alternate option for
recourse
In an
extreme effort to provide you with satisfaction we can propose to provide you
with a store credit for 80% of the purchase price you paid us for the recliner ($
X 80% = $399.20)Since this is an offer out of courtesy we can also provide a
credit for the monies you paid for the protection plan on the recliner
specifically ($69.99)
Another
benefit we can offer you is no new delivery fee on the newly selected
merchandise meaning, we will take away (covering the cost of disposing of) the
current merchandise in your home and pay to deliver the newly selected
merchandise on the same date at no cost to you
In
Review our offer includes:
Full Store
Credit for the Sofa =$(Fulfilling the purpose of protection plan)
80%
Store Credit for the Recliner =$
Partial
Store Credit for the Protection Plan =$
Removal
of Old and Delivery of New Merchandise at zero cost to you
Should
you wish to accept this offer and have the store credit entered for your use
please respond to this Revdex.com communication as ‘Satisfied’ and we will process the
credit and have our retail location reach out to you regarding the active
credit
Kind
Regards,
*** **
Bobs Discount
Furniture
*** *** *** ***
Good Afternoon
Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">
I am very
sorry to learn that our customer was met with any inconvenience while trying to
report her claim to ***Can you please ask the customer to verify with us
exactly what the accident is, and how this accident occurred to her son’s
bedroom set? Our records reflect that our customer has had possession of this
set since June of which would mean she is outside of her Bobs GuaranteeWhile
I do understand our customer’s frustrations, a refund of her complete bedroom
set is not a resolution we can offer our customer at this time
Bobs
Discount Furniture truly does care about our customers and we seek to resolve
our customer’s concerns efficiently and effectivelyAs *** (the goof
proof plan) is a third party company that is separate from Bobs we are not
always able to overturn their decisionsIf our customer can provide me with an
account of how the accident actually occurred I can act as a liaison on her
behalf and see what, if any, resolution can be offered based on the terms and
conditions of her protection plan
I await
our customer’s response as I am eager to investigate her concern further with
the *** company and see how Bobs Discount Furniture may be able to help
resolve this complaint
Sincerely,
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good Morning ***,
"line-height: 15pt; background: white;">I can certainly appreciate your
request to have your responses from our company written to you given the level
of failures you have had to endure from us during the purchase of your new
living room furnitureI apologize that your order did not arrive to us with
the full stock we expected and I further apologize that you haven’t been
receiving the follow up calls you allege you were promised from usHonesty is
one of our core values at Bobs Discount Furniture and we have been providing you
with the most updated information we are receiving in regards to the status on
your orderI assure you that a review of your account indicates that our
retail location has been working at full capacity to get answers as to why we
haven’t been properly receiving your special ordered merchandiseI can respond
to you via this channel and all of our communications will be logged in one
location so you may easily review the documentations
I have reached
out to our Merchandising Department today (6.17.2014) and verified that we had
to actually re order the left side facing chaise from the manufacturer
directly. I am extremely sorry that this
is the case because I understand how much of a negative impact this has on you
I know that this further inconveniences you because the piece will have built
from the ground up especially for you by the overseas vendor. After it’s built in the special order fabric
you selected it will be placed on a shipping container before it will actually
arrives to our distribution center to be scheduled out for delivery to youWe
are currently being provided with an estimated arrival date of late October
for the new chaise
As you asked, I went above and beyond our operating
procedures working with our Merchandising department and I have been informed
that we were able to locate one of these ‘Special Order Left Side Facing
Chaises’ in our warehouseWe can allocate this inventory to your sales order
and deliver you the item we found in our warehouse if you’d like and I see no
issue with scheduling this merchandise out to you by As I am unable
to visit your home look at your items and then look at the item we have in our
warehouse the only concern I have is that the color of the dye used on this
chaise may prove to be slightly different in comparison to the other items that
you currently posses in your home
Before we can discuss the options you have listed in your
desired settlement section I must be educated by you on how you would like to
proceed with your actual order for the merchandiseWould you like to take a
delivery of the warehouse piece we have located for you or would you prefer to
have the piece specially built for you by the vendor with an estimated arrival
date of late October 2014?
I will await your response prior to making any changes to your
current sales order *** and I am so sorry again that you have had to waste any
of your valuable time trying to solve these furniture concerns
Kind Regards,
*** ** ***
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 delivery 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, and address provided here and see
only an order for two twin mattresses that was written up and then
canceled.
Can you please ask the consumer to 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 excellent mediation assistance are not wasted
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com-
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on our sincerest apologies for the
inconvenience this has caused our customerWe can certainly understand the
customer’s frustration
Obviously correct procedure was not followed in this delivery. We are very sorry that this customer had to
endure a failure such as this. It does
happen quite often that team’s go to a customer’s home and the customer is not
there. We have a procedure in place for
these instances. The agent is supposed
to confirm that the team is there inside of the timeframe given and then call
all numbers on the account then if we have not reached the customer, we can
take a description of the customer’s home.
The agent called the main number on the account and took the
description. We have followed up with
both of the supervisor’s for the team and the agent as both failed to perform
their jobs correctly.
At this time it appears that the customer is reaching back out to ACCEPTNOW to
discuss the merchandise on the order. We
are very sorry for the issues this customer has experienced; there is no excuse
for these failures.
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
Please pass on our apologies to Renee for the inconvenience
the delivery team’s negligence has caused and may continue to causeWe assure Renee
that the property claim has been correctly filed with the third party trucking
company responsible for this damage and we will ensure the obvious coaching
concerns presented are addressed accordingly
As Renee’s property claim is being handled by the trucking company
that caused the damages, Renee can expect follow up from that third party and
not Bobs Discount Furniture directlyOur records illuminate that the customer
submitted documentation for this claim to the trucking company directly and has
advised us that they are not receiving the appropriate follow up on the claim
from this submissionEach time we have spoken to this customer we have
proactively tried to get them in contact with the company responsible for their
claim
I have sent an additional escalated message on Renee’s behalf to a
contact at a higher level of the trucking company involved in this claim and
asked that they contact Renee as soon as possible
Should Renee not receive follow up from this trucking company
directly with business days (from today 12.01.2015) they can call our
Customer Care Offices (###-###-####) and ask that we escalate this claim
within our Property Claims Department again as needed.I
have also provided the most updated email address I have for this trucking company contact as
Bobs Discount Furniture is not permitted to address or handle claims that
originate from a third party company
For Renee’s
records the contact for resolution on this claim should be directed to Tom @ ***
Kind Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning
Revdex.com, *** *** *** ***
We are sincerely for the multiple issues you have had to endure
with this bed purchase. I absolutely
feel that we as a company have failed you.
The bed shouldn’t have been delivered with the broken light fixture, but
that may have happen being jostled around in the truck. The first agent that set up the service,
should have either exchanged the headboard or ordered the part, not scheduled a
service, wasting your time. The only
part of the complaint you made that I don’t agree with is the comments that you
believe the bed was used. That part is
not possible. It may have been a very
poor choice of words from the tech, or maybe a language barrier where the tech
did not properly explain himself, but we do not sell used beds. I think he may have meant to state he has
serviced this model of bed before, not that exact piece. I was not there, I do not know how the
conversation went, but I do know that we do not sell merchandise returned from
a customer’s home
I will grant the request for the refund back to *** ***,
because I believe it is the correct thing to do to make this right for these
customers
I have already processed the paperwork and the customer just needs
to call in to schedule the pickup.
Please see attached a copy of what will be refunded to *** *** once
we have completed the pickup. Please
noted *** *** may take billing cycles to post credits to a customers
account
Kindest
Regards,
Tracy
S***
Corporate
Customer Care Liaison
Bob’s
Discount Furniture
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I attempted to contact *** this morning (7.21.2014) via
the phone number she provided in this complaintI have reviewed *** account and made an adjustment to the original offer she was granted for
resolutionI am very sorry for the difficulty that *** has experienced with
her product and Bobs Discount Furniture truly wishes to help *** resolve her
concern by providing a fair option for resolutionI left *** a message with
my direct phone number so she has the option to contact me back directly or
respond through the channel you have provided us
We can offer an extreme courtesy to *** by purchasing
of seat cores she needs*** would be responsible to cover the cost of
seat core should she wish to accept this offerThe cost of seat core will
result in a monetary cost to *** of $plus tax; I do feel this is a
fair option for resolution based on a review of all facts associated with
***’s case
Bobs Discount Furniture thanks the Revdex.com for their mediation assistance
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
I would never buy anything else from bob's furniturethe delivery service is HORRIBLE!!! My delivery was scheduled from 12:00-4:no one called to notify me they were running lateThe delivery team did not show up to my house until 10:pmOnce the delivery team arrived one of the workers were really unprofessionalWalking around my house using profanityThey didn't have all my hardware to put my dresser on my mirror and brought the wrong bedNow customer service is telling me I have to wait 3-days to receive my hardware in the mail and never addressed the situation about the wrong bedall they could do is credit me half of my delivery chargeThen every time something is wrong they direct you to a number who is not helpful at allI am really UNPLEASED with this companyI would not recommend it to anyone
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 has worked closely with Rachel to rectify
the situation and reach a satisfactory outcome Rachel has offered a discount back of 30% to
be refunded to the Wells Fargo bill.
This is the maximum we are able to offer, and this offer was accepted by
the customer
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
Complaint: ***
I am rejecting this response because:
There have already been issues with the partial order that was delivered on 10/25/
The bed was not assembled correctly causing me to fall into the frame of the bed in the middle of the night!!!!
And now I am getting conflicting voicemail about when the remainder of the order will be deliveredThe store contacted me 10/and told me the sofa that was supposed to be delivered on 11/was not being delivered until 11/but today I get an automated message wanting me to confirm delivery on 11/1??!!
Can one hand communicate with the other?
I'll wait and see how they handle this before I close it out.
Sincerely,
*** ***
Good Afternoon ***,
"">
I called you and left a message for you on this phone number
today (###-###-####)I did try the main phone number we have on file for you
as well which is ###-###-#### and received a message stating that this was no
longer a valid phone number to reach you onI am very sorry for the many
concerns you have experienced with your product within such a short period of
time and I assure you that Bobs Discount Furniture cares very much to make our
customers happy
I have created a reselection credit under your account that
is currently active in the amount of $The credit number associated with
this in our system is: *** and this credit will remain active through
for your useYou may return to our showroom and select a new dining
room set using this credit and we will remove the defective set and deliver you
the new set on a future delivery date of your choice
If you have any other questions or concerns regarding this
credit you can reach me directly by phone at ###-###-#### or through this Revdex.com
channel
I apologize
again for the amount of time you have had to spend on seeking resolution for
our product failures and I truly appreciate that you are willing to give us
another chance with a different dining room set
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
Please pass on our sincerest apologies for the inconvenience the multiple deliveries caused our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after their concern has been resolved
We further apologize for what the customer cites to have occurred during their visit with our storeAs our Refund Policy depicts (on sales invoice) there is an option to have a refund applied back to any debit card provided the debit card can be presentedSee policy below:
For any refund, except as otherwise noted, we will credit the same credit/debit card account on which you charged the original transaction, or we will mail you a refund check from our Corporate Offices within sixteen (16) days if you made your payment by cash, check, traveler’s check, or money orderFor purchases made by debit, you will need to come into the store with your debit card to receive the credit or we will mail you a refund check from our Corporate OfficesWe can only issue checks to the person(s) listed as the sold to party on the original sales orderBob’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 usWe have resolved the original concern and delivered the customer the merchandise originally expected in good condition as of At this time any additional accommodation we feel adequate to offer to the customer is a form of our apology and at our internal discretion
Normally we offer any additional apology in the form of a Bobs Discount Furniture Gift Card; our records do indicate that this customer has already been offered a $Bobs Discount Furniture Gift card from our company as a further form of apology
While it is not 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 compensation guidelines and policiesInstead of the $Bobs Discount Furniture Gift Card we will offer to refund the customer’s original method of payment in the amount of $should they seek only a monetary amount as our form of apology for this concernWe apologize to our customer again for any and all inconveniences the initial damaged product concern caused to his family and look forward to hearing back from him so that we can process the apology offer he chooses to accept
Kindest Regards,
*** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We have spoken with our customer via our corporate offices
and provided a resolution for our customer’s concernsWe are very sorry for
any inconveniences we have caused our customer, we genuinely thank *** for
giving us the opportunity to make it right and look forward to satisfying her
in the near future when her concerns have been completely resolved
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Day Revdex.com,
I apologize again to our customer for the alleged sales experience they have outlined occurred while purchasing this protection planAs I was not present during the time of sale I am unable to make determinations of what actually occurred and I do know that we expect our sales team to provide a brief overview of the protection plan to our customers without overwhelming themThe sales flyer is commonly placed inside this trifold along with the customer’s sales invoiceAgain as the Goof Proof Protection in honored thru a third party company there is regretfully no way for our business to determine if the customer did or did not receive the specific plan outlinesThe Goof Proof Plan is extremely valuable and Bobs would never make an attempt to sell our customer anything that we did not feel held the value of its price pointThe simplest way the plan can be explained is to state it is insurance for your furniture and does cover many incidents that occur to your furniture from accidents inside your home (beyond use)The sleeper mechanism on this merchandise is currently covered through *** for five years (not Bobs), the reason this person’s claim was denied was because it wasn’t reported as the result of an accident occurringThat determination takes only moments to verify via phoneLike many other protection plans sold on home appliances, automobiles, or electronics there are reasonable guidelines that must be adhered to in order to keep the plan fair for all consumers alike
Should the customer feel her claim is not being properly addressed by the *** company we would suggest that the customer contact this company directly to make them aware of her remaining concerns
As of right now Bobs Discount Furniture is still able to provide the courtesy offer of ‘Best Effort Service’ that we outlined in our last communication
Sincerely,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
%
Complaint: ***
I am rejecting this response because:
I purchased the furniture set in question because it was the only one that matched with the other dining room furniture in my home I do not wish to spend any additional money at Bob's furniture to try and find another set nor do I have confidence that any of their other furniture will not have quality issuesI would prefer to invest my money elsewhere where I know I will get quality furniture for the money I am paying Had I known of their defective products and poor customer service, I would have gone elsewhere from the start At this time I am requesting a refund
Sincerely,
*** ***
Good Morning ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I am so sorry for the alleged sales experience you site to
have received while signing the policy documents associated with your purchase
We do expect our sales professional to fully educate our customers on these
polices and answer any questions our customers may have during the initial
transactionWe work very hard as a company to ensure our polices are easy for
our consumers to understand and I further apologize that you don’t agree that
these documents are clearI assure you that your feedback is greatly
appreciated so that we may always improve our customer’s overall experience and
we will certainly rectify the employee coaching concerns you have brought to
our attention
I have listed the Refunds and Cancelations Policy below as
it is depicted on your sales invoiceI do feel that this policy is stated plainly
and is easily accessible to our consumer and we will work to continually ensure
that all of our employees are properly communicating this
REFUNDS
AND CANCELLATIONS POLICY
You may
request a full refund on orders for stocked merchandise at any time up until
the time we deliver the merchandise to you or until you pick it up
You may
exchange or return any take-with purchase within thirty (30) days of the date
of possession for a full refund provided you have your original sales receipt
and the merchandise is in like-new condition and has not been otherwise used
Take-with sales include: accessories, rugs, bed frames, lamps, bed protectors,
pillows and pillow protectors
Our records indicate that we have agreed to work outside of our policies
in an effort to satisfy you and have scheduled a pick up your dining room set for
today (8.28.2014) to be returned for Bobs Discount Furniture Store CreditI do
thank you for making this complaint so that we have the opportunity to grow and
invite you back into our showroom at your earliest convenience so that you can
select a new dining room set that will bring you many years of comfort and joy
Kind Regards,
*** ***
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 me
I did call Bob's Furniture and did speak with someone. I think I misunderstood the rep. If the two tables are available now I would like to schedule a time to have them delivered.
Sincerely,
*** ***
Complaint:
I am rejecting this response because: as stated in my complaint, that offer was accepted before I noticed the extent of the defects in the furniture. As I explained to the store manager, in order to accept that offer I have to accept the original default, which was the color. This means I will have to repaint my living room, which I was willing to do to accept the offer; however, upon further inspection, I can say for certain this was not "damage" due to shipment, but rather how the product is made. It is missing legs and a place to put them, missing springs in the couch and chaise, and the fabric is not the same as in the store. It is one thing to work with the company when I thought it was damage possibly due to shipment, but I cannot take the chance and repaint my home to match this furniture when it appears that the "factory standards" is what is in question. It looks like this furniture was made of the scraps from the shop floor (photo's attached) and no where near the quality on display in the store. The company has not even apologized for that, which is indication that I can expect the second delivery to be just as poorly constructed. As such, I reject the offer and have already cancelled the replacement order. The company's refusal to accept the cancellation and refund the money is what led to this complaint.
Also, for clarification, this complaint with the Revdex.com is in regards to the company's policy and practices. The written refund policy (photo attached) is intentionally misleading and does not explicitly state that the company has an absolute "No Refund" policy, as the representatives constantly repeat, or that the furniture is "(nor does the price reflect As-Is). In fact, when I first called to notify the company of the initial damage and before I could even finish the complaint, the first thing out of the representatives' mouth was "we will not give you a refund". I suspect this policy is not in writing because it cannot possible be legal to accept the consumer's money under the pretense to provide goods the company cannot deliver on then send an item different than what the consumer actually purchased and then force that consumer to select something else from the store. And to top it off, the written policy basically says that, in order to get a refund I had to cancel the order three days after I ordered it, which was a month before I actually received or saw it.
To remedy this, in addition to the refund, I am asking for a change in the company's policy. I much prefer a full investigation in the company's dishonorable policies and potentially illegal practices.
Lastly,
Sincerely,
*** ***
Good Afternoon ***,
"">
I
apologize for the lack of care and empathy that you cite to have received from
our Customer Care Office while seeking to resolve the concern with your
reclinerI further apologize that the part we ordered for you is taking so
long to ship to you; I assure you that we do not experience long delays on a regular
basis and we never meant to cause you more frustration or inconvenience
The
protection plan you purchased through us covers you for five years of unlimited
part replacement and professional laborShould you wish to have the item
replaced in lieu of accepting a service, or if a service isn’t going to rectify
the defect concern, your plan covers you for the cost a one time replacement
We can offer to provide you with a reselection credit for the full amount you
paid for the sofa ($599) should you wish us to cancel the current part order
Please understand that in accepting this option the parameters of your original
protection plan are considered fulfilled on this item
Addressing
the recliner specifically as a business we are normally unable to offer
recourse on an item that is not experiencing any factory defect concernWe
agree that as a consumer you are owed recourse for the case of the defect
concern on your sofa and as you are not satisfied with the original recourse option
offered we worked to meet your demand by offering an alternate option for
recourse
In an
extreme effort to provide you with satisfaction we can propose to provide you
with a store credit for 80% of the purchase price you paid us for the recliner ($
X 80% = $399.20)Since this is an offer out of courtesy we can also provide a
credit for the monies you paid for the protection plan on the recliner
specifically ($69.99)
Another
benefit we can offer you is no new delivery fee on the newly selected
merchandise meaning, we will take away (covering the cost of disposing of) the
current merchandise in your home and pay to deliver the newly selected
merchandise on the same date at no cost to you
In
Review our offer includes:
Full Store
Credit for the Sofa =$(Fulfilling the purpose of protection plan)
80%
Store Credit for the Recliner =$
Partial
Store Credit for the Protection Plan =$
Removal
of Old and Delivery of New Merchandise at zero cost to you
Should
you wish to accept this offer and have the store credit entered for your use
please respond to this Revdex.com communication as ‘Satisfied’ and we will process the
credit and have our retail location reach out to you regarding the active
credit
Kind
Regards,
*** **
Bobs Discount
Furniture
*** *** *** ***
Good Afternoon
Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">
I am very
sorry to learn that our customer was met with any inconvenience while trying to
report her claim to ***Can you please ask the customer to verify with us
exactly what the accident is, and how this accident occurred to her son’s
bedroom set? Our records reflect that our customer has had possession of this
set since June of which would mean she is outside of her Bobs GuaranteeWhile
I do understand our customer’s frustrations, a refund of her complete bedroom
set is not a resolution we can offer our customer at this time
Bobs
Discount Furniture truly does care about our customers and we seek to resolve
our customer’s concerns efficiently and effectivelyAs *** (the goof
proof plan) is a third party company that is separate from Bobs we are not
always able to overturn their decisionsIf our customer can provide me with an
account of how the accident actually occurred I can act as a liaison on her
behalf and see what, if any, resolution can be offered based on the terms and
conditions of her protection plan
I await
our customer’s response as I am eager to investigate her concern further with
the *** company and see how Bobs Discount Furniture may be able to help
resolve this complaint
Sincerely,
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good Morning ***,
"line-height: 15pt; background: white;">I can certainly appreciate your
request to have your responses from our company written to you given the level
of failures you have had to endure from us during the purchase of your new
living room furnitureI apologize that your order did not arrive to us with
the full stock we expected and I further apologize that you haven’t been
receiving the follow up calls you allege you were promised from usHonesty is
one of our core values at Bobs Discount Furniture and we have been providing you
with the most updated information we are receiving in regards to the status on
your orderI assure you that a review of your account indicates that our
retail location has been working at full capacity to get answers as to why we
haven’t been properly receiving your special ordered merchandiseI can respond
to you via this channel and all of our communications will be logged in one
location so you may easily review the documentations
I have reached
out to our Merchandising Department today (6.17.2014) and verified that we had
to actually re order the left side facing chaise from the manufacturer
directly. I am extremely sorry that this
is the case because I understand how much of a negative impact this has on you
I know that this further inconveniences you because the piece will have built
from the ground up especially for you by the overseas vendor. After it’s built in the special order fabric
you selected it will be placed on a shipping container before it will actually
arrives to our distribution center to be scheduled out for delivery to youWe
are currently being provided with an estimated arrival date of late October
for the new chaise
As you asked, I went above and beyond our operating
procedures working with our Merchandising department and I have been informed
that we were able to locate one of these ‘Special Order Left Side Facing
Chaises’ in our warehouseWe can allocate this inventory to your sales order
and deliver you the item we found in our warehouse if you’d like and I see no
issue with scheduling this merchandise out to you by As I am unable
to visit your home look at your items and then look at the item we have in our
warehouse the only concern I have is that the color of the dye used on this
chaise may prove to be slightly different in comparison to the other items that
you currently posses in your home
Before we can discuss the options you have listed in your
desired settlement section I must be educated by you on how you would like to
proceed with your actual order for the merchandiseWould you like to take a
delivery of the warehouse piece we have located for you or would you prefer to
have the piece specially built for you by the vendor with an estimated arrival
date of late October 2014?
I will await your response prior to making any changes to your
current sales order *** and I am so sorry again that you have had to waste any
of your valuable time trying to solve these furniture concerns
Kind Regards,
*** ** ***
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 delivery 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, and address provided here and see
only an order for two twin mattresses that was written up and then
canceled.
Can you please ask the consumer to 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 excellent mediation assistance are not wasted
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com-
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on our sincerest apologies for the
inconvenience this has caused our customerWe can certainly understand the
customer’s frustration
Obviously correct procedure was not followed in this delivery. We are very sorry that this customer had to
endure a failure such as this. It does
happen quite often that team’s go to a customer’s home and the customer is not
there. We have a procedure in place for
these instances. The agent is supposed
to confirm that the team is there inside of the timeframe given and then call
all numbers on the account then if we have not reached the customer, we can
take a description of the customer’s home.
The agent called the main number on the account and took the
description. We have followed up with
both of the supervisor’s for the team and the agent as both failed to perform
their jobs correctly.
At this time it appears that the customer is reaching back out to ACCEPTNOW to
discuss the merchandise on the order. We
are very sorry for the issues this customer has experienced; there is no excuse
for these failures.
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
Good Morning Revdex.com,
Please pass on our apologies to Renee for the inconvenience
the delivery team’s negligence has caused and may continue to causeWe assure Renee
that the property claim has been correctly filed with the third party trucking
company responsible for this damage and we will ensure the obvious coaching
concerns presented are addressed accordingly
As Renee’s property claim is being handled by the trucking company
that caused the damages, Renee can expect follow up from that third party and
not Bobs Discount Furniture directlyOur records illuminate that the customer
submitted documentation for this claim to the trucking company directly and has
advised us that they are not receiving the appropriate follow up on the claim
from this submissionEach time we have spoken to this customer we have
proactively tried to get them in contact with the company responsible for their
claim
I have sent an additional escalated message on Renee’s behalf to a
contact at a higher level of the trucking company involved in this claim and
asked that they contact Renee as soon as possible
Should Renee not receive follow up from this trucking company
directly with business days (from today 12.01.2015) they can call our
Customer Care Offices (###-###-####) and ask that we escalate this claim
within our Property Claims Department again as needed.I
have also provided the most updated email address I have for this trucking company contact as
Bobs Discount Furniture is not permitted to address or handle claims that
originate from a third party company
For Renee’s
records the contact for resolution on this claim should be directed to Tom @ ***
Kind Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning
Revdex.com, *** *** *** ***
We are sincerely for the multiple issues you have had to endure
with this bed purchase. I absolutely
feel that we as a company have failed you.
The bed shouldn’t have been delivered with the broken light fixture, but
that may have happen being jostled around in the truck. The first agent that set up the service,
should have either exchanged the headboard or ordered the part, not scheduled a
service, wasting your time. The only
part of the complaint you made that I don’t agree with is the comments that you
believe the bed was used. That part is
not possible. It may have been a very
poor choice of words from the tech, or maybe a language barrier where the tech
did not properly explain himself, but we do not sell used beds. I think he may have meant to state he has
serviced this model of bed before, not that exact piece. I was not there, I do not know how the
conversation went, but I do know that we do not sell merchandise returned from
a customer’s home
I will grant the request for the refund back to *** ***,
because I believe it is the correct thing to do to make this right for these
customers
I have already processed the paperwork and the customer just needs
to call in to schedule the pickup.
Please see attached a copy of what will be refunded to *** *** once
we have completed the pickup. Please
noted *** *** may take billing cycles to post credits to a customers
account
Kindest
Regards,
Tracy
S***
Corporate
Customer Care Liaison
Bob’s
Discount Furniture
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I attempted to contact *** this morning (7.21.2014) via
the phone number she provided in this complaintI have reviewed *** account and made an adjustment to the original offer she was granted for
resolutionI am very sorry for the difficulty that *** has experienced with
her product and Bobs Discount Furniture truly wishes to help *** resolve her
concern by providing a fair option for resolutionI left *** a message with
my direct phone number so she has the option to contact me back directly or
respond through the channel you have provided us
We can offer an extreme courtesy to *** by purchasing
of seat cores she needs*** would be responsible to cover the cost of
seat core should she wish to accept this offerThe cost of seat core will
result in a monetary cost to *** of $plus tax; I do feel this is a
fair option for resolution based on a review of all facts associated with
***’s case
Bobs Discount Furniture thanks the Revdex.com for their mediation assistance
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
I would never buy anything else from bob's furniturethe delivery service is HORRIBLE!!! My delivery was scheduled from 12:00-4:no one called to notify me they were running lateThe delivery team did not show up to my house until 10:pmOnce the delivery team arrived one of the workers were really unprofessionalWalking around my house using profanityThey didn't have all my hardware to put my dresser on my mirror and brought the wrong bedNow customer service is telling me I have to wait 3-days to receive my hardware in the mail and never addressed the situation about the wrong bedall they could do is credit me half of my delivery chargeThen every time something is wrong they direct you to a number who is not helpful at allI am really UNPLEASED with this companyI would not recommend it to anyone
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 has worked closely with Rachel to rectify
the situation and reach a satisfactory outcome Rachel has offered a discount back of 30% to
be refunded to the Wells Fargo bill.
This is the maximum we are able to offer, and this offer was accepted by
the customer
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
Complaint: ***
I am rejecting this response because:
There have already been issues with the partial order that was delivered on 10/25/
The bed was not assembled correctly causing me to fall into the frame of the bed in the middle of the night!!!!
And now I am getting conflicting voicemail about when the remainder of the order will be deliveredThe store contacted me 10/and told me the sofa that was supposed to be delivered on 11/was not being delivered until 11/but today I get an automated message wanting me to confirm delivery on 11/1??!!
Can one hand communicate with the other?
I'll wait and see how they handle this before I close it out.
Sincerely,
*** ***