***Good Morning Revdex.com,
"Ver***a","sans-serif"">We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us*** (*** is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount of
approved claims through this third party companyOur customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries
We provide a general flyer at the time of
sale that very clearly indicates there are some exclusion(s) to the protection
plan and the document further encourages the consumer to read their full plan
documents for the list of exclusionsAs the manager of the plan, *** is
responsible for sending the consumer the plan documentsShould the customer
decide that they would like to review the complete plan documents as the flyer
suggests and they don’t have these documents, we assume (as any retailer would)
that the customer would then try and obtain said documents for reviewHad we
been made aware of the need for these terms and conditions we most certainly
would have provided them upon any requestAs it is not typically a document we
provide we literally have no way of knowing whether the consumer has received
the complete plan or not and we see no reason not to trust that *** is
continually sending these documents as many claims for coverage are routinely
approved
At this time we ask that the customer provide
photographic evidence via this Revdex.com channel of the sectional piecesShould the
furniture not have excessive wear or tear/animal damages associated with the
nearly three year period of use its endured we will be happy to relay what extreme courtesy option we may have available
for this claimant
We apologize again that the damage reported does not
fit the criteria of the protection plan purchased, like any other retailer that
believes in operating in a fair marketplace we stand behind the fact that the
terms and conditions of the plan should be upheld to keep resolutions fair for
all customers alike
To move forward please advise the customer
that we require a minimum of three (3) pictures (in color) of this piece
sectionalI have listed the requirements below to ensure our request is
specifically notated:
-Minimum Photos of the Sofa Sectional:
- Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the sofa sectional
- Picture that clearly shows the entire back surface (seats, outside backs)
of the sofa sectional (or a side angle depending on how this is positioned in
the home)
- Picture that clearly shows the concern at
a close range
We will review these photos and respond
with what, if any, options for resolution we may have to offer this customer
Sincerely,
Stephanie G***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon ***,
I don't blame you for being very upset with us and
on behalf of Bobs Discount
Furniture I extend my sincerest apologies. I know and acknowledge how
unpleasant this entire ordeal has been for you and while I know this is your
Bobs experience I assure you that we would not be continuing to grow if all our
customers were met with so much disappointment during such an important
purchase
Your comments regarding the service you received by our team are very important
and concerning to usYou deserve only the best service, especially when you
visit Bobs and I apologize again that we let you down
Our records indicate that your refund was fully released from our
internal systems in between the night of and the morning of
I can certainly understand the immediate need to have your funds
back on such a large purchase like this and I feel terrible about any delay
that may have occurred in between our release and your bank’s (or the bank the
credit is thru) reallocation of these fundsNormally we provide customers with
a 2-day estimated complete processing estimate because of the fact that even
after we release these funds there is another party involved in getting these
funds back to youAt this time I would expect that the funds have been completely
reallocated to your method of payment, if this is not the case, please feel
welcome to respond back to us via this Revdex.com channel and we will preform more
extensive research with our Accounting Department
I apologize again for the inconvenience our failures caused you
and genuinely hope that you will provide us with another opportunity to earn
your trust back in our business in the future
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I apologize that you are experiencing any feelings of
frustration while seeking to get your concern resolved through Bobs Discount
FurnitureI do understand how the Goof Proof protection can be confusing for
our customer’s to navigate and I assure you that here at Bobs we care very much
to resolve our customer’s concerns
Our records indicate that this furniture was delivered to
you on and in nearly three years you have not made us aware of any
concerns with your merchandiseI am truly very sorry that you are so disappointed
with the way your furniture has worn over the past years of use; however seam separations
are rarely a damage that just appears as a result of a one time occurrenceHad
we been made aware of this concern earlier on we may have been able to offer
you the assistance you are currently seekingThe Goof Proof Plan you purchased
through us in is one that is geared towards repairing or replacing your
furniture as a result of accidental damages only-This purchase did not extend
your manufacturing guarantee through BobsThe ‘Best Effort’ service that we
offer to our customer’s is provided at the original delivery address only for
liability reasons and is under our discretion to offer as a courtesy when a
customer is outside of their established warranty period As a precautionary measure all businesses must
ensure that they are not causing themselves more cost by offering to repair products
outside of their warranty period and this is one of the many reasons we offer
to provide this service at the original delivery address onlyI apologize to
you that you do not qualify for resolution under our ‘Best Effort’ program and I
am embarrassed that this avenue was even brought to your attention as I can see
not being eligible for this service has caused you much more frustration than
you were already experiencing
As consumers we don’t always remember how much we actually
use our products on a daily basis and any home furnishing, bought from any
retailer should be expected to show signs of wear and tear after several years
of useAs a furniture retailer this is a situation where we would normally
have no recourse to offer youBecause we are Bobs Discount Furniture and we
empathize with all of our customer’s concerns we can offer to review photos of
your merchandise concerns in their current state and discuss what, if any,
repair recourse we may have to offer you if your new address is still located
within our service area
If you would like us to look further into your claim by
reviewing these pictures please attach a minimum of three (3) photos to your
response through this channel
(1)
Photo to show the entire item
(1)
Photo to show the damages up close
(1)
Photo to show the damages at a distance
I look forward to receiving your photos so I can review
these with our Service Manager and continue to work on seeking resolution for
your complaint
Kind Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We apologize for any disappointment this customer is experiencing
with the product they purchased from usI can assure you and this consumer
that Bobs Discount Furniture does not provide customers with used merchandise
under the pretense that it is newWhen picking up any merchandise the customer
is required to sign a waiver indicating that they have fully looked over the
merchandise and are accepting responsibility for it in its current condition at
this time of possessionWhile I certainly understand the customer’s
frustration it is defamatory to make an allegation against our business of this
nature
Should the
customer seek further assistance with this claim we ask that we be provided photographic
evidence of the damage and or usage they feel is present on the chair and desk
Furniture today is built on an assembly line and it is entirely possible that
these items could have suffered cosmetic concerns during production; however it
is also entirely possible that this merchandise could have suffered cosmetic
concerns during transit as it was not securely completed by one of our
professional delivery teams
Please ask
that the customer send the (at minimum) following photos through the Revdex.com
channel you have opened for mediation and I will review the account in further
detail to see what options for resolution we may have
(1)
Photo of the chair in its entirety
(1)
Photo of the chair’s concern at a close range
(1)
Photo of the desk in its entirety
(1)
Photo of the desk’s concern at a close range
Kindest
Regards,
*** ** ***
Bobs Discount
Furniture
*** *** *** ***
Good Afternoon Revdex.com-
I have reviewed the emails I sent to this customer to see if
there was anything that might have been misleading regarding the compensation. I have attached the first email where I discussed
our policy on compensation. This is the pertinent
section regarding compensation:
I called you a few moments ago, hoping to apologize
personally and offer to stay with you, as your point of contact, until this is
resolved, at which time, I will reach out to you and offer compensation.
We do value a customer’s time. I am a consumer and I would not want my
time wasted either. We do, per Bob’s policy, normally offer this
compensation as a Bob’s Gift Card. Due to the number of failures
represented in your account, I would be willing to step outside policy and
offer the compensation as a refund to your original method of payment, ***
card ending in *** or as a Bob’s Gift Card. Obviously, we can offer a
greater amount as a gift card. I am not able to discuss the amount of the
offer until the bed is set up and you are satisfied with all merchandise in the
home. We are only able to offer compensation once, per order, so we want
to be sure we can see the entire order from the date it was written to the day
we finally have this set up correctly in the home.
I did not agree to the customer request for any amount. I did explain we would make only one offer
and that we normally make the offer as a store credit but in this customer case
I was willing to override policy and offer it as a refund. The amount requested for compensation was
unreasonable.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Mrs***,Thank you for choosing Bob's Discount Furniture for your home furnishing needsI apologize that the sofa has failed to meet your quality expectationsYour satisfaction with the merchandise and service you receive from us, is our ultimate
goal. Your desire to select another sofa will be granted, upon confirmation of a manufacture defect from the technician scheduled to visit your home on April 27, 2015; I have notated your account instructing the customer care agent to process the necessary paperworkIn the event the damage is found to be unrelated to a defect, we will revisit this complaint and determine the next course of action.Your business is appreciated and I expect that we will resolve your concern within the coming days.Thank you,*** **
Good Afternoon ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I am so sorry to hear that you are experiencing such disappointment
with your sectionalI do understand your frustration as you did not find our
first technician satisfactory and I assure you that we truly care to resolve
our customers concerns using the tools we have available to usI further
apologize that you do not agree with your concern being deemed a result of
wear and tearOur records reflect that we have scheduled a second service call
to your home on to continue to assist you with this complaintWe
have put the effort forth to ensure that your concern was not only reviewed by
our factory trained technician but also by our senior customer care staff and due
to the fact that we are continually being advised there is no manufacturing
defect present within your seats servicing the merchandise is the best
resolution any business can offer to their customerYour warranty through Bobs
Discount Furniture provides coverage for manufacturing defects only and the
service we provided to you was done out of consideration and courtesy
At this time
and because Bobs really is the most caring furniture retailer in the business
we can work above and beyond to make an exception and offer you the following
options for resolution (you may respond to me through this communication
channel or contact our Customer Care Department -###-###-####- to accept one
of these options for resolution):
Option
#1: We can cancel the pending service call and provide you with a factory
fresh replacement of the current sofa you haveAs another courtesy to you we will
cover the cost of delivering your new item and removing the current item in
your home
-OR-
Option
#2: We can cancel the pending service call and provide you with a store
credit so that you can pick another living room setAs another courtesy to you
we will cover the cost of delivering your new item and removing the current
item in your home
Thank you
for your time Lisa and I am so sorry again that you are dealing with any stress
associated with your furnishings,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We are very sorry for ***’s disappointment in the
product and the service she has received from usIn researching our customers
account today I do see that ***’s concern was resolved by one of our
Customer Care Supervisors yesterday (9.08.2014)
We currently have a pickup scheduled on to remove
the merchandise from ***’s residence and provide her with a monetary
refund following our processes for the merchandise returning to our
distribution centerWhile this resolution is beyond our procedures we
do understand our customer’s disappointment and the level to which we have
failed in this case
Sincerely,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
15pt;">Good Morning Revdex.com,
We are very sorry for the concerns
expressed in this complaint. We
understand how important a good nights rest is for everyone. We reviewed the technician report from
October 6th and the original order from February 2013. It does not appear from the photos the
technician submitted to us that the customer is using the foundation (box
spring) that was purchased in 2013. That
was why the tech reported to us that there was not proper support. The mattress warranty does require that
proper support be maintained at all times to prevent the mattress failing.
If this is not accurate, and the foundation
is still in place, we ask the customer to submit photos showing that. We have attached the photos the tech
submitted, which appear to show no foundation.
We would not replace the mattress if there is not proper support in
place as every mattress will fail if not supported
We will review these photos and respond
with what, if any, options for resolution we may have to offer this customer
Sincerely,
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 me
I appreciate you taking the time to help me resolve this matter How is this going to work do I go to my local store and select a new mattress and bring back the old one? or do I contact the customer service center ? please let me know asap because my dad is dying for a good night sleep
Sincerely,
*** ***
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have spoken with *** this morning (10.07.2014) and
apologized for the headache that she has had to deal with while seeking
resolution thru the *** company and Bobs directlyWe have authorized and
even exchange of the affected item for resolution on this concern and are
currently scheduled to make the exchange on I have also provided *** with my direct contact information as I will be personally following up
with her to ensure she continues to be satisfied
Thank you for the opportunity to make this right,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon ***,
Roman" size="3">
I apologize that you are experiencing any inconvenience while seeking our assistance with your product concernsI assure you that we do stand behind the quality of every product we sell and the extreme value of our protection plans
In reviewing your records it appears that the dispute between you and our Customer Care Team stems from our service technician indicating that upon his inspection every chair you maintain in your residence has a “broken” seat frameOur technicians are trained by the manufacturers of this product and we rely on their professional reports to depict whether a product is experiencing a defect or has been damaged by something other than a concern in initial workmanship At this time the cause of the “broken” seat frames remains questionable and it is not appropriate for any retailer to make assumptions on what could or could not have happened within your residence to cause this type of breakage
Bobs Discount Furniture handles manufacturing defects under the protection plan you purchased and at this time our factory trained professional locates damages that he asserts did not stem from a factory defect concern*** (a third party) manages accidental damage claims under the plan you purchased and you have been presented with this avenue as a possibility for recourse should you have an accident to report that would cause breakage to all of your seat chair framesShould you maintain that no accident occurred your claim wouldn’t qualify for coverage under the terms of ***
It is reasonable for any business to expect that the product under warranty is kept in overall good condition prior to a concern being reported, should you wish to dispute that there is any concern with the seat frames and/or that your chairs (4) are in good condition overall I respectively ask that you send photographic evidence to me via this Revdex.com mediation channel you have selected to open
To move forward please send a minimum of nine (9) pictures (in color) for review:
- Picture of each chair that clearly shows the entire facing surface (seat, inside backs, legs) of the chair
- Picture of each chair that clearly shows the entire under surface of the seat and frame area of the chair
- Picture that clearly shows the entire set in its current condition (table and chairs)
We will review these photos and respond with what, if any, options for resolution we may have to offer you for further recourse
Sincerely,
*** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good
Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I
have reached out to this customer on the phone number he provided in this
complaint and left my direct contact informationI am currently awaiting a
call back from him so I can rectify his concerns and earn his trust back in our
business
Thank
You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
"background: white; line-height: 15pt;">We sincerely apologize for the issues this
customer has experienced with this chair.
I have reached out to Tiffany directly and she has accepted my offer of
reselection. I believe this to be the
most appropriate response to the damages on the chairThank you for bringing
these concerns to our attention, so that we may make this right for our
customer
Good Morning ***,">
I am terribly sorry that you have been
experiencing such concern with your loveseats and chairI do understand how
aggravating it is being passed in between two companies and I assure you that
Bobs Discount Furniture truly values every customer who chooses to spend their
hard earned money with usWe set professional expectations with all our
Service Technicians and I thank you for making me aware of your poor experience
so we can properly address our training needs.
Our records indicate that your
items are not experiencing any manufacturing concerns and have indications of
torn leather and peeling from the environment these items have been kept inYes,
you did purchase the Goof Proof Protection Plan which is a very valuable plan
that we encourage all our customers to invest in; however accumulated damages
and indications of wear and tear are not covered under this planLike many
other protection or insurance plans that you purchase for electronics or your
vehicle there must be certain exclusions in order to keep the plan fair for all
consumers. The material your product is made of is bonded leather and bonded leather should
be expected to show signs of wear after very close to three (3) years of use in
your homeAs your warranty through Bobs Discount Furniture covers you for manufacturing
defects we are able to take responsibility for factory defects only
I have a genuine interest in helping you
resolve this concern because Bobs Discount Furniture is a company that knows
how important each one of our customers is and we continually strive to earn
and keep their trust in our businessIn order to proceed further I will ask
that you send me current pictures of the concerns you are experiencingYou can
respond to me through this channel or you are welcome to email me these photos
directly at ***
Please send a photo for each concern
you feel you need further resolution with and I will review these with my
Service Manager to determine what, if any, recourse we may have to offer youShould
you choose to send these to my direct email you may have to send the pictures separately
depending on their pixel size
I sincerely want to help you ***
and await your response
Thank You,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Ms***,Thank you for choosing Bob's Discount FurnitureI have researched your account and apologize for any and all inconvenience we may have causing while completing the delivery of your furniture.Our records indicate that we successfully delivered the
sofa, chest and nightstand on April 29, I apologize the prior delivery attempts were unsuccessfulDuring the first delivery, the team arrived as scheduled however, no one was homeWe called the two telephone numbers on the account ending in *** and ***-leaving voicemail messages and asked the delivery team to give a description of the building (5floors- glass doors- stairs on the left side of the building and the number of the building on the left side)We sent a "go back request", that same day to the delivery depot manger however, approval is at his discretion- unfortunately the go back was not approved and delivery had to rescheduled. In an effort to deliver your furniture as quickly as possible, we requested an add on for the next delivery day however, the delivery truck in your area was already at capacity.I understand the excitement and anticipation of receiving new furniture only for there to be multiple delivery attempts. Your patience is appreciated and your request for compensation is understood; I will be happy to issue a $gift card. The delivery fee is a service for the delivery and assembly of your furniture therefore, we are unable to refund this fee.I have shared your concern regarding the unanswered calls, emails and internet correspondence with management as we have departments in place to respond to each method of contact.Your business is greatly appreciated.Thank you,*** **
UI";">Good
Afternoon Revdex.com,
Please pass on our sincerest apologies
for any type of confusion present during the time of this saleWe will
certainly address the allegation made directly with our sales associate and
this retail locationThe policy and procedures page (commonly signed by the
consumer before the close of the sale) outlines that we do not offer a refund
on orders once they are delivered or picked up
As our customer asserts that the
merchandise was being returned due to it not fitting into the space properly we
are happy to offer the customer a store credit for the price paid on the
sofa/chaise kit so that they can visit one of our showrooms and re-select to a
different item that will suit their needs better
In addition to this offer we will
further apologize to our customer by proposing to cover the cost associated
with delivering the new selected item and removing/disposing of the current
item they have on the same date
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Day Revdex.com,
line-height: 15pt;">We are very sorry this customer is having
medical issues. We hope that they
recover fully
We have passed this account on to our Loss
Prevention department for possible fraud review
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
"Verdana","sans-serif"">We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from usGuardian (Crypton is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount of
approved claims through this third party companyOur customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries
We provide a general flyer at the time of
sale that very clearly indicates there are some exclusion(s) to the protection
plan and the document further encourages the consumer to read their full plan
documents for the list of exclusionsAs the manager of the plan, Guardian is
responsible for sending the consumer the plan documentsShould the customer
decide that they would like to review the complete plan documents as the flyer
suggests and they don’t have these documents, we assume (as any retailer would)
that the customer would then try and obtain said documents for reviewHad we
been made aware of the need for these terms and conditions we most certainly
would have provided them upon any requestAs it is not typically a document we
provide we literally have no way of knowing whether the consumer has received
the complete plan or not and we see no reason not to trust that Guardian is
continually sending these documents as many claims for coverage are routinely
approved
Another valuable portion of the protection
plan is the extended coverage offered against factory defectsAs generally
outlined on the sales invoice we reserve the right to inspect the merchandise
to determine if the concern the customer is reporting is a factory defect before
granting use of the benefits associated with this protection planThe factory
trained professional that visited the customer’s home on reported to
us that there were no factory
defects present and therefore coverage under the associated warranty cannot be
honored directly through Bobs Discount Furniture
In an effort to assist this consumer I have
followed thru on various avenues of research and in order to move forward with
any type of courtesy offer for resolution our business requires more
information from this consumer
#1:
There is a mention of ‘wood damage to a table’ in their complaintWhen I pulled
the Guardian records associated with claim#***, these records indicate
that the customer reported to Guardian that they have termites in the home that
caused the damage to the wood tableIs this the same ‘table concern’ the
customer is trying to report to the Revdex.com and get Bobs to cover?
#2:
The customer has also mentioned a concern happening within ‘months’? Our
records as well as Guardian’s show no report of concern until a year after the
customer held possession of this merchandiseWhere or to whom is the customer
indicating they reported concerns within months to?
#3: The customer’s ‘disputed amount’
pertains to their entire sales order and the Bobs Discount Furniture Technician
inspected and reported on the sofa and the loveseat only while in the home on
Is the customer seeking assistance with the sofa and loveseat or are
there other concerns that have not been inspected or reported by/to Bobs
directly with the other merchandise on the original sales order?
As a business we certainly do want to help aide our customer
in any way that may be possibleWe look forward to hearing back from this
customer via this mediation channel they felt necessary to open with answers to
our above questionsAfter their response has been received we will continue to
perform research as to what, if any, resolution we are able to provide to this
customer as a courtesy from our business
Kindest
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
size="3">Please pass on our sincerest apologies for the multiple
bedding concerns and the inconvenience this has caused to our customerWe do
not blame the customer for being very upset with us and in lieu of the poor
experience overall we have made the executive decision to refund the price paid
for the bed protector
While I understand our customer’s negative perception,
having been thru such an ordeal with this bedding, Bobs Discount Furniture does
not deliver used product under the pretense that it is new merchandiseBedding
today is built on an assembly line in a fast paced manufacturing facility and
while it is rare, it is entirely possible that the items delivered were built
incorrectly or with poor workmanship at the manufacturer’s facility
If I understand the customer’s posting correctly it advises
that our delivery team took back the protector with them, if I do not
understand this post correctly then please convey to the customer that they may
keep the bed protector purchased and we will still offer to refund the purchase
price due to all the concerns causedThe mattress protector carries an extreme
value for any bed its used with, while we are able to allow the customer to
keep the mattress protector please note that in accepting the purchase price
refund this specific mattress protector is no longer eligible for any of its
associated warranty benefits thru Bobs Discount Furniture
I have created the appropriate paperwork needed for the
refund and the most efficient manner in which this can be processed back to the
customer is by the customer making contact with their retail location
I have left the directions below for the customer to follow
and apologize again for the concerns they have experienced as a result of our
failures
o
Anytime after 10am and before 9pm Dial ###-###-####
o
Press the number one (1) on your keypad when you hear Bobs voice
o
When the office person picks up explain that you are
calling to get a refund processed to your credit card and provide them this
order number: ***
o
At that point they will take the credit card
information from you and complete the processing
Kindest Regards,
Stephanie G***
Bobs Discount Furniture
Customer Care Corporate
Liaison
***Good Morning Revdex.com,
"Ver***a","sans-serif"">We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us*** (*** is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount of
approved claims through this third party companyOur customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries
We provide a general flyer at the time of
sale that very clearly indicates there are some exclusion(s) to the protection
plan and the document further encourages the consumer to read their full plan
documents for the list of exclusionsAs the manager of the plan, *** is
responsible for sending the consumer the plan documentsShould the customer
decide that they would like to review the complete plan documents as the flyer
suggests and they don’t have these documents, we assume (as any retailer would)
that the customer would then try and obtain said documents for reviewHad we
been made aware of the need for these terms and conditions we most certainly
would have provided them upon any requestAs it is not typically a document we
provide we literally have no way of knowing whether the consumer has received
the complete plan or not and we see no reason not to trust that *** is
continually sending these documents as many claims for coverage are routinely
approved
At this time we ask that the customer provide
photographic evidence via this Revdex.com channel of the sectional piecesShould the
furniture not have excessive wear or tear/animal damages associated with the
nearly three year period of use its endured we will be happy to relay what extreme courtesy option we may have available
for this claimant
We apologize again that the damage reported does not
fit the criteria of the protection plan purchased, like any other retailer that
believes in operating in a fair marketplace we stand behind the fact that the
terms and conditions of the plan should be upheld to keep resolutions fair for
all customers alike
To move forward please advise the customer
that we require a minimum of three (3) pictures (in color) of this piece
sectionalI have listed the requirements below to ensure our request is
specifically notated:
-Minimum Photos of the Sofa Sectional:
- Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the sofa sectional
- Picture that clearly shows the entire back surface (seats, outside backs)
of the sofa sectional (or a side angle depending on how this is positioned in
the home)
- Picture that clearly shows the concern at
a close range
We will review these photos and respond
with what, if any, options for resolution we may have to offer this customer
Sincerely,
Stephanie G***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon ***,
I don't blame you for being very upset with us and
on behalf of Bobs Discount
Furniture I extend my sincerest apologies. I know and acknowledge how
unpleasant this entire ordeal has been for you and while I know this is your
Bobs experience I assure you that we would not be continuing to grow if all our
customers were met with so much disappointment during such an important
purchase
Your comments regarding the service you received by our team are very important
and concerning to usYou deserve only the best service, especially when you
visit Bobs and I apologize again that we let you down
Our records indicate that your refund was fully released from our
internal systems in between the night of and the morning of
I can certainly understand the immediate need to have your funds
back on such a large purchase like this and I feel terrible about any delay
that may have occurred in between our release and your bank’s (or the bank the
credit is thru) reallocation of these fundsNormally we provide customers with
a 2-day estimated complete processing estimate because of the fact that even
after we release these funds there is another party involved in getting these
funds back to youAt this time I would expect that the funds have been completely
reallocated to your method of payment, if this is not the case, please feel
welcome to respond back to us via this Revdex.com channel and we will preform more
extensive research with our Accounting Department
I apologize again for the inconvenience our failures caused you
and genuinely hope that you will provide us with another opportunity to earn
your trust back in our business in the future
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I apologize that you are experiencing any feelings of
frustration while seeking to get your concern resolved through Bobs Discount
FurnitureI do understand how the Goof Proof protection can be confusing for
our customer’s to navigate and I assure you that here at Bobs we care very much
to resolve our customer’s concerns
Our records indicate that this furniture was delivered to
you on and in nearly three years you have not made us aware of any
concerns with your merchandiseI am truly very sorry that you are so disappointed
with the way your furniture has worn over the past years of use; however seam separations
are rarely a damage that just appears as a result of a one time occurrenceHad
we been made aware of this concern earlier on we may have been able to offer
you the assistance you are currently seekingThe Goof Proof Plan you purchased
through us in is one that is geared towards repairing or replacing your
furniture as a result of accidental damages only-This purchase did not extend
your manufacturing guarantee through BobsThe ‘Best Effort’ service that we
offer to our customer’s is provided at the original delivery address only for
liability reasons and is under our discretion to offer as a courtesy when a
customer is outside of their established warranty period As a precautionary measure all businesses must
ensure that they are not causing themselves more cost by offering to repair products
outside of their warranty period and this is one of the many reasons we offer
to provide this service at the original delivery address onlyI apologize to
you that you do not qualify for resolution under our ‘Best Effort’ program and I
am embarrassed that this avenue was even brought to your attention as I can see
not being eligible for this service has caused you much more frustration than
you were already experiencing
As consumers we don’t always remember how much we actually
use our products on a daily basis and any home furnishing, bought from any
retailer should be expected to show signs of wear and tear after several years
of useAs a furniture retailer this is a situation where we would normally
have no recourse to offer youBecause we are Bobs Discount Furniture and we
empathize with all of our customer’s concerns we can offer to review photos of
your merchandise concerns in their current state and discuss what, if any,
repair recourse we may have to offer you if your new address is still located
within our service area
If you would like us to look further into your claim by
reviewing these pictures please attach a minimum of three (3) photos to your
response through this channel
(1)
Photo to show the entire item
(1)
Photo to show the damages up close
(1)
Photo to show the damages at a distance
I look forward to receiving your photos so I can review
these with our Service Manager and continue to work on seeking resolution for
your complaint
Kind Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We apologize for any disappointment this customer is experiencing
with the product they purchased from usI can assure you and this consumer
that Bobs Discount Furniture does not provide customers with used merchandise
under the pretense that it is newWhen picking up any merchandise the customer
is required to sign a waiver indicating that they have fully looked over the
merchandise and are accepting responsibility for it in its current condition at
this time of possessionWhile I certainly understand the customer’s
frustration it is defamatory to make an allegation against our business of this
nature
Should the
customer seek further assistance with this claim we ask that we be provided photographic
evidence of the damage and or usage they feel is present on the chair and desk
Furniture today is built on an assembly line and it is entirely possible that
these items could have suffered cosmetic concerns during production; however it
is also entirely possible that this merchandise could have suffered cosmetic
concerns during transit as it was not securely completed by one of our
professional delivery teams
Please ask
that the customer send the (at minimum) following photos through the Revdex.com
channel you have opened for mediation and I will review the account in further
detail to see what options for resolution we may have
(1)
Photo of the chair in its entirety
(1)
Photo of the chair’s concern at a close range
(1)
Photo of the desk in its entirety
(1)
Photo of the desk’s concern at a close range
Kindest
Regards,
*** ** ***
Bobs Discount
Furniture
*** *** *** ***
Good Afternoon Revdex.com-
I have reviewed the emails I sent to this customer to see if
there was anything that might have been misleading regarding the compensation. I have attached the first email where I discussed
our policy on compensation. This is the pertinent
section regarding compensation:
I called you a few moments ago, hoping to apologize
personally and offer to stay with you, as your point of contact, until this is
resolved, at which time, I will reach out to you and offer compensation.
We do value a customer’s time. I am a consumer and I would not want my
time wasted either. We do, per Bob’s policy, normally offer this
compensation as a Bob’s Gift Card. Due to the number of failures
represented in your account, I would be willing to step outside policy and
offer the compensation as a refund to your original method of payment, ***
card ending in *** or as a Bob’s Gift Card. Obviously, we can offer a
greater amount as a gift card. I am not able to discuss the amount of the
offer until the bed is set up and you are satisfied with all merchandise in the
home. We are only able to offer compensation once, per order, so we want
to be sure we can see the entire order from the date it was written to the day
we finally have this set up correctly in the home.
I did not agree to the customer request for any amount. I did explain we would make only one offer
and that we normally make the offer as a store credit but in this customer case
I was willing to override policy and offer it as a refund. The amount requested for compensation was
unreasonable.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Mrs***,Thank you for choosing Bob's Discount Furniture for your home furnishing needsI apologize that the sofa has failed to meet your quality expectationsYour satisfaction with the merchandise and service you receive from us, is our ultimate
goal. Your desire to select another sofa will be granted, upon confirmation of a manufacture defect from the technician scheduled to visit your home on April 27, 2015; I have notated your account instructing the customer care agent to process the necessary paperworkIn the event the damage is found to be unrelated to a defect, we will revisit this complaint and determine the next course of action.Your business is appreciated and I expect that we will resolve your concern within the coming days.Thank you,*** **
Good Afternoon ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I am so sorry to hear that you are experiencing such disappointment
with your sectionalI do understand your frustration as you did not find our
first technician satisfactory and I assure you that we truly care to resolve
our customers concerns using the tools we have available to usI further
apologize that you do not agree with your concern being deemed a result of
wear and tearOur records reflect that we have scheduled a second service call
to your home on to continue to assist you with this complaintWe
have put the effort forth to ensure that your concern was not only reviewed by
our factory trained technician but also by our senior customer care staff and due
to the fact that we are continually being advised there is no manufacturing
defect present within your seats servicing the merchandise is the best
resolution any business can offer to their customerYour warranty through Bobs
Discount Furniture provides coverage for manufacturing defects only and the
service we provided to you was done out of consideration and courtesy
At this time
and because Bobs really is the most caring furniture retailer in the business
we can work above and beyond to make an exception and offer you the following
options for resolution (you may respond to me through this communication
channel or contact our Customer Care Department -###-###-####- to accept one
of these options for resolution):
Option
#1: We can cancel the pending service call and provide you with a factory
fresh replacement of the current sofa you haveAs another courtesy to you we will
cover the cost of delivering your new item and removing the current item in
your home
-OR-
Option
#2: We can cancel the pending service call and provide you with a store
credit so that you can pick another living room setAs another courtesy to you
we will cover the cost of delivering your new item and removing the current
item in your home
Thank you
for your time Lisa and I am so sorry again that you are dealing with any stress
associated with your furnishings,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We are very sorry for ***’s disappointment in the
product and the service she has received from usIn researching our customers
account today I do see that ***’s concern was resolved by one of our
Customer Care Supervisors yesterday (9.08.2014)
We currently have a pickup scheduled on to remove
the merchandise from ***’s residence and provide her with a monetary
refund following our processes for the merchandise returning to our
distribution centerWhile this resolution is beyond our procedures we
do understand our customer’s disappointment and the level to which we have
failed in this case
Sincerely,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
15pt;">Good Morning Revdex.com,
We are very sorry for the concerns
expressed in this complaint. We
understand how important a good nights rest is for everyone. We reviewed the technician report from
October 6th and the original order from February 2013. It does not appear from the photos the
technician submitted to us that the customer is using the foundation (box
spring) that was purchased in 2013. That
was why the tech reported to us that there was not proper support. The mattress warranty does require that
proper support be maintained at all times to prevent the mattress failing.
If this is not accurate, and the foundation
is still in place, we ask the customer to submit photos showing that. We have attached the photos the tech
submitted, which appear to show no foundation.
We would not replace the mattress if there is not proper support in
place as every mattress will fail if not supported
We will review these photos and respond
with what, if any, options for resolution we may have to offer this customer
Sincerely,
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 me
I appreciate you taking the time to help me resolve this matter How is this going to work do I go to my local store and select a new mattress and bring back the old one? or do I contact the customer service center ? please let me know asap because my dad is dying for a good night sleep
Sincerely,
*** ***
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have spoken with *** this morning (10.07.2014) and
apologized for the headache that she has had to deal with while seeking
resolution thru the *** company and Bobs directlyWe have authorized and
even exchange of the affected item for resolution on this concern and are
currently scheduled to make the exchange on I have also provided *** with my direct contact information as I will be personally following up
with her to ensure she continues to be satisfied
Thank you for the opportunity to make this right,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon ***,
Roman" size="3">
I apologize that you are experiencing any inconvenience while seeking our assistance with your product concernsI assure you that we do stand behind the quality of every product we sell and the extreme value of our protection plans
In reviewing your records it appears that the dispute between you and our Customer Care Team stems from our service technician indicating that upon his inspection every chair you maintain in your residence has a “broken” seat frameOur technicians are trained by the manufacturers of this product and we rely on their professional reports to depict whether a product is experiencing a defect or has been damaged by something other than a concern in initial workmanship At this time the cause of the “broken” seat frames remains questionable and it is not appropriate for any retailer to make assumptions on what could or could not have happened within your residence to cause this type of breakage
Bobs Discount Furniture handles manufacturing defects under the protection plan you purchased and at this time our factory trained professional locates damages that he asserts did not stem from a factory defect concern*** (a third party) manages accidental damage claims under the plan you purchased and you have been presented with this avenue as a possibility for recourse should you have an accident to report that would cause breakage to all of your seat chair framesShould you maintain that no accident occurred your claim wouldn’t qualify for coverage under the terms of ***
It is reasonable for any business to expect that the product under warranty is kept in overall good condition prior to a concern being reported, should you wish to dispute that there is any concern with the seat frames and/or that your chairs (4) are in good condition overall I respectively ask that you send photographic evidence to me via this Revdex.com mediation channel you have selected to open
To move forward please send a minimum of nine (9) pictures (in color) for review:
- Picture of each chair that clearly shows the entire facing surface (seat, inside backs, legs) of the chair
- Picture of each chair that clearly shows the entire under surface of the seat and frame area of the chair
- Picture that clearly shows the entire set in its current condition (table and chairs)
We will review these photos and respond with what, if any, options for resolution we may have to offer you for further recourse
Sincerely,
*** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good
Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I
have reached out to this customer on the phone number he provided in this
complaint and left my direct contact informationI am currently awaiting a
call back from him so I can rectify his concerns and earn his trust back in our
business
Thank
You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
"background: white; line-height: 15pt;">We sincerely apologize for the issues this
customer has experienced with this chair.
I have reached out to Tiffany directly and she has accepted my offer of
reselection. I believe this to be the
most appropriate response to the damages on the chairThank you for bringing
these concerns to our attention, so that we may make this right for our
customer
Good Morning ***,">
I am terribly sorry that you have been
experiencing such concern with your loveseats and chairI do understand how
aggravating it is being passed in between two companies and I assure you that
Bobs Discount Furniture truly values every customer who chooses to spend their
hard earned money with usWe set professional expectations with all our
Service Technicians and I thank you for making me aware of your poor experience
so we can properly address our training needs.
Our records indicate that your
items are not experiencing any manufacturing concerns and have indications of
torn leather and peeling from the environment these items have been kept inYes,
you did purchase the Goof Proof Protection Plan which is a very valuable plan
that we encourage all our customers to invest in; however accumulated damages
and indications of wear and tear are not covered under this planLike many
other protection or insurance plans that you purchase for electronics or your
vehicle there must be certain exclusions in order to keep the plan fair for all
consumers. The material your product is made of is bonded leather and bonded leather should
be expected to show signs of wear after very close to three (3) years of use in
your homeAs your warranty through Bobs Discount Furniture covers you for manufacturing
defects we are able to take responsibility for factory defects only
I have a genuine interest in helping you
resolve this concern because Bobs Discount Furniture is a company that knows
how important each one of our customers is and we continually strive to earn
and keep their trust in our businessIn order to proceed further I will ask
that you send me current pictures of the concerns you are experiencingYou can
respond to me through this channel or you are welcome to email me these photos
directly at ***
Please send a photo for each concern
you feel you need further resolution with and I will review these with my
Service Manager to determine what, if any, recourse we may have to offer youShould
you choose to send these to my direct email you may have to send the pictures separately
depending on their pixel size
I sincerely want to help you ***
and await your response
Thank You,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Ms***,Thank you for choosing Bob's Discount FurnitureI have researched your account and apologize for any and all inconvenience we may have causing while completing the delivery of your furniture.Our records indicate that we successfully delivered the
sofa, chest and nightstand on April 29, I apologize the prior delivery attempts were unsuccessfulDuring the first delivery, the team arrived as scheduled however, no one was homeWe called the two telephone numbers on the account ending in *** and ***-leaving voicemail messages and asked the delivery team to give a description of the building (5floors- glass doors- stairs on the left side of the building and the number of the building on the left side)We sent a "go back request", that same day to the delivery depot manger however, approval is at his discretion- unfortunately the go back was not approved and delivery had to rescheduled. In an effort to deliver your furniture as quickly as possible, we requested an add on for the next delivery day however, the delivery truck in your area was already at capacity.I understand the excitement and anticipation of receiving new furniture only for there to be multiple delivery attempts. Your patience is appreciated and your request for compensation is understood; I will be happy to issue a $gift card. The delivery fee is a service for the delivery and assembly of your furniture therefore, we are unable to refund this fee.I have shared your concern regarding the unanswered calls, emails and internet correspondence with management as we have departments in place to respond to each method of contact.Your business is greatly appreciated.Thank you,*** **
UI";">Good
Afternoon Revdex.com,
Please pass on our sincerest apologies
for any type of confusion present during the time of this saleWe will
certainly address the allegation made directly with our sales associate and
this retail locationThe policy and procedures page (commonly signed by the
consumer before the close of the sale) outlines that we do not offer a refund
on orders once they are delivered or picked up
As our customer asserts that the
merchandise was being returned due to it not fitting into the space properly we
are happy to offer the customer a store credit for the price paid on the
sofa/chaise kit so that they can visit one of our showrooms and re-select to a
different item that will suit their needs better
In addition to this offer we will
further apologize to our customer by proposing to cover the cost associated
with delivering the new selected item and removing/disposing of the current
item they have on the same date
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Day Revdex.com,
line-height: 15pt;">We are very sorry this customer is having
medical issues. We hope that they
recover fully
We have passed this account on to our Loss
Prevention department for possible fraud review
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
"Verdana","sans-serif"">We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from usGuardian (Crypton is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount of
approved claims through this third party companyOur customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries
We provide a general flyer at the time of
sale that very clearly indicates there are some exclusion(s) to the protection
plan and the document further encourages the consumer to read their full plan
documents for the list of exclusionsAs the manager of the plan, Guardian is
responsible for sending the consumer the plan documentsShould the customer
decide that they would like to review the complete plan documents as the flyer
suggests and they don’t have these documents, we assume (as any retailer would)
that the customer would then try and obtain said documents for reviewHad we
been made aware of the need for these terms and conditions we most certainly
would have provided them upon any requestAs it is not typically a document we
provide we literally have no way of knowing whether the consumer has received
the complete plan or not and we see no reason not to trust that Guardian is
continually sending these documents as many claims for coverage are routinely
approved
Another valuable portion of the protection
plan is the extended coverage offered against factory defectsAs generally
outlined on the sales invoice we reserve the right to inspect the merchandise
to determine if the concern the customer is reporting is a factory defect before
granting use of the benefits associated with this protection planThe factory
trained professional that visited the customer’s home on reported to
us that there were no factory
defects present and therefore coverage under the associated warranty cannot be
honored directly through Bobs Discount Furniture
In an effort to assist this consumer I have
followed thru on various avenues of research and in order to move forward with
any type of courtesy offer for resolution our business requires more
information from this consumer
#1:
There is a mention of ‘wood damage to a table’ in their complaintWhen I pulled
the Guardian records associated with claim#***, these records indicate
that the customer reported to Guardian that they have termites in the home that
caused the damage to the wood tableIs this the same ‘table concern’ the
customer is trying to report to the Revdex.com and get Bobs to cover?
#2:
The customer has also mentioned a concern happening within ‘months’? Our
records as well as Guardian’s show no report of concern until a year after the
customer held possession of this merchandiseWhere or to whom is the customer
indicating they reported concerns within months to?
#3: The customer’s ‘disputed amount’
pertains to their entire sales order and the Bobs Discount Furniture Technician
inspected and reported on the sofa and the loveseat only while in the home on
Is the customer seeking assistance with the sofa and loveseat or are
there other concerns that have not been inspected or reported by/to Bobs
directly with the other merchandise on the original sales order?
As a business we certainly do want to help aide our customer
in any way that may be possibleWe look forward to hearing back from this
customer via this mediation channel they felt necessary to open with answers to
our above questionsAfter their response has been received we will continue to
perform research as to what, if any, resolution we are able to provide to this
customer as a courtesy from our business
Kindest
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
size="3">Please pass on our sincerest apologies for the multiple
bedding concerns and the inconvenience this has caused to our customerWe do
not blame the customer for being very upset with us and in lieu of the poor
experience overall we have made the executive decision to refund the price paid
for the bed protector
While I understand our customer’s negative perception,
having been thru such an ordeal with this bedding, Bobs Discount Furniture does
not deliver used product under the pretense that it is new merchandiseBedding
today is built on an assembly line in a fast paced manufacturing facility and
while it is rare, it is entirely possible that the items delivered were built
incorrectly or with poor workmanship at the manufacturer’s facility
If I understand the customer’s posting correctly it advises
that our delivery team took back the protector with them, if I do not
understand this post correctly then please convey to the customer that they may
keep the bed protector purchased and we will still offer to refund the purchase
price due to all the concerns causedThe mattress protector carries an extreme
value for any bed its used with, while we are able to allow the customer to
keep the mattress protector please note that in accepting the purchase price
refund this specific mattress protector is no longer eligible for any of its
associated warranty benefits thru Bobs Discount Furniture
I have created the appropriate paperwork needed for the
refund and the most efficient manner in which this can be processed back to the
customer is by the customer making contact with their retail location
I have left the directions below for the customer to follow
and apologize again for the concerns they have experienced as a result of our
failures
o
Anytime after 10am and before 9pm Dial ###-###-####
o
Press the number one (1) on your keypad when you hear Bobs voice
o
When the office person picks up explain that you are
calling to get a refund processed to your credit card and provide them this
order number: ***
o
At that point they will take the credit card
information from you and complete the processing
Kindest Regards,
Stephanie G***
Bobs Discount Furniture
Customer Care Corporate
Liaison