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 have reached out to this customer via email and have been
communicating about resolving this customer’s concern by picking up the
merchandise on and providing a Gift Card to Bobs Discount Furniture
Stores as a further form of apologyWe have not heard directly back from our
customer since
My understanding is that our customer is apprehensive on
accepting compensation in the form of a gift card and is still inquiring about
the deposit she put down with a third party company called ‘*** ***’
Monetary funds were never transferred from the customer to Bobs Discount
Furniture from this sales order therefore Bobs Discount Furniture is not
permitted to offer an apology in the form of monetary funds back to this
customer
We are acting as a Liaison in this case and doing our best
to work with our customer while honoring the agreements she signed with the
third party vendor ‘*** ***’
Please reach out to the customer and ask that she respond to
us again thru this Revdex.com or via the email address she has been communicating
through (***)
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 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
Good Morning ***
class="MsoNormal" "margin: 0in 0in 10pt;">I sincerely apologize for the sales experience you have explained
enduring while making your purchase with Bobs Discount FurnitureI assure you
that on a daily basis we seek to execute core values such as honesty and
integrity in every possible wayWe do not find the level of communication you
cite to have received from your sales person as acceptable behavior and we
thank you for escalating your concern so that we may ensure our sales staff is presenting
an enjoyable and hassle free experience for all our valued customers
Bob’s prides itself on providing our customer quality service and
the best value product for the priceOur primary focus is on ‘Making It Right’
so that our customer is satisfied with the product that they have purchased
from usWe currently have a delivery scheduled for to resolve this
concernRegretfully we are unable to offer a further discount on factory fresh
items with no cosmetic or factory defect concernsWe have taken ownership and accommodated
you for the mistake we made by providing you with a delivery service free of
chargeDelivery is a separate business in itself and we never work the price
of a delivery fee into the price of our productThere are also many other
benefits (as stated in your trifold) that come with paying for a delivery verse
scheduling a customer pick upYou are receiving all of these respected benefits
at no cost to youThe refund charge for the $delivery fee was fully
processed from our system on the afternoon of (Authorization number: ***)
It can take anywhere from 3-business days to completely process back to your
card and as is most dependent on your bank’s processing time as it has been
fully released from our systems
Again, I am genuinely very sorry for the experience you endured
while shopping with us and I do feel that we have made a valid effort to work
above our policies and procedures to apologize to you and make our failure
rightI look forward to your dining room delivery on as I am eager
for you to receive the new home furnishings you have been expecting
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate 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
Sincerely,
*** ***
size="3">
Good Morning Revdex.com,
We are very sorry any confusion
concerning our policy. It is stated as
the very first line on the customer sales order under Refunds and Cancelation
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
This is signed by our customer’s
at point of sale. Any questions the customer
has on the policy are addressed at that time.
We are sorry if this conversation did not take place. Once merchandise is delivered into the home,
it is not eligible for a refund, only store credit.
Kindest Regards,
Tracy S***
Bobs Discount Furniture,
Corporate Customer Care Liaison
Good Morning ***,
I apologize for the continued failures you have experienced
during this transaction and I certainly don’t blame you for the intense level
of aggression you continue to respond withI don’t know that any business
would be able to adjust your view of what you believe to be correct due to the
extreme amount of phone calls and communications you have been involved in for
this concernI have done my very best to communicate care and empathy to you
and take full ownership for all failures you enduredI have provided you with
truthful explanations and cannot account for why others may have notIt is
very unusual that our customer must speak with so many different people at so
many different levels of our organization regarding a specific sales order and I
remain embarrassed that any level of our company would place blame on another
to try and satisfy your concernI will continue to follow up with all parties
involved as the poor experience you have endured is most certainly and isolated
incident in comparison to the high level of success our valued customers experience
everyday
As of today (9.16.2014) our records indicate no reason as to
why you shouldn’t have your full refund
My sincerest apologies again for your disappointment and I
genuinely wish you the best for all your future endeavors
Kind Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: 1***
I am rejecting this response because:
While I understand what the policy is the representative provided me a dollar amount for the store credit and stated that I would receive free delivery I should receive the dollar amount verbally provided to my by PharrelWe are arguing over $that your rep informed me I would get in store credit At this time I am still looking for the full credit $including free deliveryWe were thrilled to purchase a new living set from Bob's We even found it awesome that they stood behind their product when it broke We have lost the excitement about Bob's and will be sure to share with everyone and everyone our dissatisfaction We know our initial purchase is not a lot for you to loose but we are confident that we will not be back to finish furnishing our new home We will also ensure that no one that we know shops or purchases from Bob's
Sincerely,
*** ***
Good Afternoon Revdex.com,
size="3">While we apologize to our customer for any disappointment
they have experienced while using their protection plan this dispute is in
relation to a claim for service through an entirely different business
(*** Protection Products)
In an effort to ensure our customer’s claim was handled
fairly I was able to obtain the denial reasoning and photos of the damage in
reference to this claim
Please see the attachment showing the multiple spots of
scuffing and scraping on the table
The claim was
deemed ineligible for coverage as the *** company as that this is
accumulated damage and by their assessment the damaged areas do not match the
scenario provided; which was the customer stating that the damage occurred when
he was wearing a tool belt and accidentally scratched the table*** has
the right to deny claims for coverage under their own guidelines and has
presented enough evidence to us to support the claim being deniedWhile we truly
wish we could, we are unable to force another business into overturning a
claim
Bobs Discount
Furniture’s responsibility under the Goof Proof Plus Plan purchased relates to
concerns of manufacturing defects (this is outlined on several pieces of
documentation provided at the time of sale) and this damage is clearly not
related to a defectI apologize again that we have no further recourse to
offer this concern directly at this time
Kindest
Regards,
Stephanie A
G***
Bobs Discount
Furniture
Customer Care
Corporate Liaison
Good Morning ***
We are very sorry if you feel that there has been a lack of communication from your store. I looked into your account and see that the store has called you several times and it goes straight to voicemail. I spoke to the manager and he said he has left you several messages and has not heard back from you. The ottoman you ordered is no longer available, we would need to either have you pick out something else or refund you the money, and for either scenario we would need you to call the storePlease call them at ###-###-#### and when you hear Bob’s voice hit Kindest Regards,
Tracy S***
Corporate Customer Care Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
face="Calibri">Please pass on our deepest apologies to our customer for the
continued disappointment that has been experienced with these chairs and the
chairs prior
As the customer has provided us with multiple opportunities
to make these concerns right and we continually let them down the request for
refund is reasonable and acknowledged as the fairest way we can satisfy our
customer at this time
We have created the transaction to have the current chairs
(2) removed from the home for a refundOnce the chairs are fully checked back
into our distribution center the funds will be returned to the customer’s
original method of payment
Please have this customer contact us to schedule a date that
works best for them to have these chairs removedWe can be contacted at
*** (Mon- Saturday 6:30a -9:00p/ Sun: 11:00a -7:00p) and for reference
the customer may provide this return for refund number:
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
size="3">We apologize for any disappointment the customer is
experiencing with their recent purchase from our ‘Pit’ locationWe also
apologize about the alleged items that the customer cites to have located in the
merchandise when performing a more detailed inspection then what they opted to
complete at our store
Bobs Discount Furniture operates on core values such as
transparency, honesty, and integrityWe would never initiate and follow thru
on a sale to any consumer that involved an injusticeFollowing the
operations of our ‘Pit’ locations the customer would have viewed the exact
piece that they were agreeing to purchase and take with them from the ‘Pit’
locationThis particular living room set was sold by our company for several
years and this particular model could have been one of our showroom floor
models (items go to our ‘Pit’ locations when they are discontinued from our
active sales lineup), this means that this set would have been routinely sitting
on display day in and day out in one of our show rooms These items were most likely sat on by
hundreds of customers who visited the Bobs showroom to purchase or just to
lookPlease note that this estimate of timeline in the showroom does not
include the additional time these items spent being viewed and sat on within
this specific ‘Pit’ locationThe reasoning we provided our customer with
remains soundAs we have several showrooms in CT, this set could have come
from any of those showrooms and we do not keep active/detailed records for travel
in association with furniture from our ‘Pit’ locations
The customer paid $less than retail price to acquire
this merchandise and agreed to the associated terms and conditions of this
purchase at the time of saleAs a business we have not failed our customer and
stand behind the fact that any type of wear or tear associated with this
item allowed the customer to obtain the pieces at the disclosed discount rate
and ‘As Is’ declaration
Kindest
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I am very sorry for the length in response on this claimAs
of this customer contacted our Corporate Phone Number and was assisted
right away with resolution for this concern and compensation for our failures
Please let me know if there is further follow up needed with
this concern
Kind Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
Please consider that this customer
entered into a financing
agreement with *** *** directly and Bobs Discount Furniture provided
documentations and expressed this in writing at the time of saleAny amount of
interest or financing charges is not under the discretion of Bobs Discount
Furniture to charge or removeThe customer did have possession of this
merchandise for a certain amount of time and *** *** may consider this a
necessary reason to charge interest on the itemsThe customer would need to
speak to the financing company directly for further information on credit
reporting and interest charges as Bobs Discount Furniture is the retailer, not
the financing company
Also expressed to the customer at this time of sale were our
guidelines for refunds and cancelationsThe sales invoice clearly indicated to
the customer that as a business we do not permit any return for cancelation of
merchandise once the merchandise has been accepted into the customer’s
possession
I was able to learn that this customer has submitted a
dispute to *** ***, this dispute has been closed by *** ***. The findings of this dispute will be sent
directly to this customer if they haven’t already been received.
We apologize to this customer, but we are not able to intervene
in a contract between the customer and the financing company.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Day Revdex.com,
I reached out to this customer directly via telephone today (3.03.2015)I called the daytime number listed and in not receiving an answer I called the evening number listed and left a voicemail on the machine with my direct telephone number should our customer wish to speak with mePlease pass along my direct number to the customer *** *** in the case the message machine is faulty
On behalf of Bobs Discount Furniture I extend my sincerest apologies to our customer for the failure in not being able to provide the selected dining room set they purchased and decorated their home aroundWe take complete ownership for this failure and before contacting this customer I contacted three of our showrooms and clearance centers (*** *** *** *** *** *** ***) to see if I could acquire this dining room set for this customerRegretfully our inventory has completely depleted in our showrooms/ distribution center and we are still unable to provide the selected merchandise
Should a sales order be reinstated for a different table set we would be happy to discuss what accommodation offer we could make to our customer
Our records indicate that the 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 these 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 the bank’s reallocation of these fundsNormally we provide customers with a 2-day estimated complete processing timeframe because of the fact that even after we release these funds there is another party involved in getting these funds back to our clientAt this time I would expect that the funds should have been reallocated to the customer’s method of payment however today is technically the third business day for banking since the initial processing of this refundI did advise the customer that they could contact me directly to advise me if they have or haven’t received this refund as of today
We apologize again for the disappointment our failures have caused our customer and remain willing to help directly or via this Revdex.com mediation channel in any way we are able to
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
size="3">
Please pass on our deepest apologies for the unintended
inconvenience and frustration the long wait on the product purchased has caused
our customer
I have attempted to reach this customer by phone today and I was
only able to leave a voicemail with my direct phone number for contact back
Please ask the customer to contact me directly to discuss this concern further
(###-###-####)
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Times New Roman"Times New Roman";">Good Morning Revdex.com-
We received this customer’s concern through another
avenue. The concern has been addressed
and this customer and we have offered them a reselection credit
Please let us know if there are any other questions or
concerns
Sincerely,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry for any confusion or
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was made
in February and at that time the customer purchased the option of *** *** ***.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, *** *** covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
misuse or abuse of the merchandise.
We sent our technician to the home June 7th. The technician found this is not damage from
a manufacturing defect. It does appear
from photos that this damage was caused by a pet or a person tearing it. This would be considered preventable, not
accidental. Preventable damages are not
covered under either aspect of the protection plan. There are no parts available to replace the
fabric, and a service technician can not repair a hole. The material is gone; it is not a seam separation. I have attached a copy of the photos, which reflect
this is not a manufacturing defect. I
have also attached a copy of the Goof Proof insurance and the customer’s
warranty card from ***
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
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 have reached out to this customer via email and have been
communicating about resolving this customer’s concern by picking up the
merchandise on and providing a Gift Card to Bobs Discount Furniture
Stores as a further form of apologyWe have not heard directly back from our
customer since
My understanding is that our customer is apprehensive on
accepting compensation in the form of a gift card and is still inquiring about
the deposit she put down with a third party company called ‘*** ***’
Monetary funds were never transferred from the customer to Bobs Discount
Furniture from this sales order therefore Bobs Discount Furniture is not
permitted to offer an apology in the form of monetary funds back to this
customer
We are acting as a Liaison in this case and doing our best
to work with our customer while honoring the agreements she signed with the
third party vendor ‘*** ***’
Please reach out to the customer and ask that she respond to
us again thru this Revdex.com or via the email address she has been communicating
through (***)
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 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
Good Morning ***
class="MsoNormal" "margin: 0in 0in 10pt;">I sincerely apologize for the sales experience you have explained
enduring while making your purchase with Bobs Discount FurnitureI assure you
that on a daily basis we seek to execute core values such as honesty and
integrity in every possible wayWe do not find the level of communication you
cite to have received from your sales person as acceptable behavior and we
thank you for escalating your concern so that we may ensure our sales staff is presenting
an enjoyable and hassle free experience for all our valued customers
Bob’s prides itself on providing our customer quality service and
the best value product for the priceOur primary focus is on ‘Making It Right’
so that our customer is satisfied with the product that they have purchased
from usWe currently have a delivery scheduled for to resolve this
concernRegretfully we are unable to offer a further discount on factory fresh
items with no cosmetic or factory defect concernsWe have taken ownership and accommodated
you for the mistake we made by providing you with a delivery service free of
chargeDelivery is a separate business in itself and we never work the price
of a delivery fee into the price of our productThere are also many other
benefits (as stated in your trifold) that come with paying for a delivery verse
scheduling a customer pick upYou are receiving all of these respected benefits
at no cost to youThe refund charge for the $delivery fee was fully
processed from our system on the afternoon of (Authorization number: ***)
It can take anywhere from 3-business days to completely process back to your
card and as is most dependent on your bank’s processing time as it has been
fully released from our systems
Again, I am genuinely very sorry for the experience you endured
while shopping with us and I do feel that we have made a valid effort to work
above our policies and procedures to apologize to you and make our failure
rightI look forward to your dining room delivery on as I am eager
for you to receive the new home furnishings you have been expecting
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate 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
Sincerely,
*** ***
size="3">
Good Morning Revdex.com,
We are very sorry any confusion
concerning our policy. It is stated as
the very first line on the customer sales order under Refunds and Cancelation
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
This is signed by our customer’s
at point of sale. Any questions the customer
has on the policy are addressed at that time.
We are sorry if this conversation did not take place. Once merchandise is delivered into the home,
it is not eligible for a refund, only store credit.
Kindest Regards,
Tracy S***
Bobs Discount Furniture,
Corporate Customer Care Liaison
Good Morning ***,
I apologize for the continued failures you have experienced
during this transaction and I certainly don’t blame you for the intense level
of aggression you continue to respond withI don’t know that any business
would be able to adjust your view of what you believe to be correct due to the
extreme amount of phone calls and communications you have been involved in for
this concernI have done my very best to communicate care and empathy to you
and take full ownership for all failures you enduredI have provided you with
truthful explanations and cannot account for why others may have notIt is
very unusual that our customer must speak with so many different people at so
many different levels of our organization regarding a specific sales order and I
remain embarrassed that any level of our company would place blame on another
to try and satisfy your concernI will continue to follow up with all parties
involved as the poor experience you have endured is most certainly and isolated
incident in comparison to the high level of success our valued customers experience
everyday
As of today (9.16.2014) our records indicate no reason as to
why you shouldn’t have your full refund
My sincerest apologies again for your disappointment and I
genuinely wish you the best for all your future endeavors
Kind Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
here are the pictures and to let you know the pictures with the naked eye looking at the pieces you can see a bigger difference than the pictures
***
Complaint: 1***
I am rejecting this response because:
While I understand what the policy is the representative provided me a dollar amount for the store credit and stated that I would receive free delivery I should receive the dollar amount verbally provided to my by PharrelWe are arguing over $that your rep informed me I would get in store credit At this time I am still looking for the full credit $including free deliveryWe were thrilled to purchase a new living set from Bob's We even found it awesome that they stood behind their product when it broke We have lost the excitement about Bob's and will be sure to share with everyone and everyone our dissatisfaction We know our initial purchase is not a lot for you to loose but we are confident that we will not be back to finish furnishing our new home We will also ensure that no one that we know shops or purchases from Bob's
Sincerely,
*** ***
Good Afternoon Revdex.com,
s that this is
size="3">While we apologize to our customer for any disappointment
they have experienced while using their protection plan this dispute is in
relation to a claim for service through an entirely different business
(*** Protection Products)
In an effort to ensure our customer’s claim was handled
fairly I was able to obtain the denial reasoning and photos of the damage in
reference to this claim
Please see the attachment showing the multiple spots of
scuffing and scraping on the table
The claim was
deemed ineligible for coverage as the *** company a
accumulated damage and by their assessment the damaged areas do not match the
scenario provided; which was the customer stating that the damage occurred when
he was wearing a tool belt and accidentally scratched the table*** has
the right to deny claims for coverage under their own guidelines and has
presented enough evidence to us to support the claim being deniedWhile we truly
wish we could, we are unable to force another business into overturning a
claim
Bobs Discount
Furniture’s responsibility under the Goof Proof Plus Plan purchased relates to
concerns of manufacturing defects (this is outlined on several pieces of
documentation provided at the time of sale) and this damage is clearly not
related to a defectI apologize again that we have no further recourse to
offer this concern directly at this time
Kindest
Regards,
Stephanie A
G***
Bobs Discount
Furniture
Customer Care
Corporate Liaison
Good Morning ***
We are very sorry if you feel that there has been a lack of communication from your store. I looked into your account and see that the store has called you several times and it goes straight to voicemail. I spoke to the manager and he said he has left you several messages and has not heard back from you. The ottoman you ordered is no longer available, we would need to either have you pick out something else or refund you the money, and for either scenario we would need you to call the storePlease call them at ###-###-#### and when you hear Bob’s voice hit Kindest Regards,
Tracy S***
Corporate Customer Care Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
face="Calibri">Please pass on our deepest apologies to our customer for the
continued disappointment that has been experienced with these chairs and the
chairs prior
As the customer has provided us with multiple opportunities
to make these concerns right and we continually let them down the request for
refund is reasonable and acknowledged as the fairest way we can satisfy our
customer at this time
We have created the transaction to have the current chairs
(2) removed from the home for a refundOnce the chairs are fully checked back
into our distribution center the funds will be returned to the customer’s
original method of payment
Please have this customer contact us to schedule a date that
works best for them to have these chairs removedWe can be contacted at
*** (Mon- Saturday 6:30a -9:00p/ Sun: 11:00a -7:00p) and for reference
the customer may provide this return for refund number:
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
size="3">We apologize for any disappointment the customer is
experiencing with their recent purchase from our ‘Pit’ locationWe also
apologize about the alleged items that the customer cites to have located in the
merchandise when performing a more detailed inspection then what they opted to
complete at our store
Bobs Discount Furniture operates on core values such as
transparency, honesty, and integrityWe would never initiate and follow thru
on a sale to any consumer that involved an injusticeFollowing the
operations of our ‘Pit’ locations the customer would have viewed the exact
piece that they were agreeing to purchase and take with them from the ‘Pit’
locationThis particular living room set was sold by our company for several
years and this particular model could have been one of our showroom floor
models (items go to our ‘Pit’ locations when they are discontinued from our
active sales lineup), this means that this set would have been routinely sitting
on display day in and day out in one of our show rooms These items were most likely sat on by
hundreds of customers who visited the Bobs showroom to purchase or just to
lookPlease note that this estimate of timeline in the showroom does not
include the additional time these items spent being viewed and sat on within
this specific ‘Pit’ locationThe reasoning we provided our customer with
remains soundAs we have several showrooms in CT, this set could have come
from any of those showrooms and we do not keep active/detailed records for travel
in association with furniture from our ‘Pit’ locations
The customer paid $less than retail price to acquire
this merchandise and agreed to the associated terms and conditions of this
purchase at the time of saleAs a business we have not failed our customer and
stand behind the fact that any type of wear or tear associated with this
item allowed the customer to obtain the pieces at the disclosed discount rate
and ‘As Is’ declaration
Kindest
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I am very sorry for the length in response on this claimAs
of this customer contacted our Corporate Phone Number and was assisted
right away with resolution for this concern and compensation for our failures
Please let me know if there is further follow up needed with
this concern
Kind Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
Please consider that this customer
entered into a financing
agreement with *** *** directly and Bobs Discount Furniture provided
documentations and expressed this in writing at the time of saleAny amount of
interest or financing charges is not under the discretion of Bobs Discount
Furniture to charge or removeThe customer did have possession of this
merchandise for a certain amount of time and *** *** may consider this a
necessary reason to charge interest on the itemsThe customer would need to
speak to the financing company directly for further information on credit
reporting and interest charges as Bobs Discount Furniture is the retailer, not
the financing company
Also expressed to the customer at this time of sale were our
guidelines for refunds and cancelationsThe sales invoice clearly indicated to
the customer that as a business we do not permit any return for cancelation of
merchandise once the merchandise has been accepted into the customer’s
possession
I was able to learn that this customer has submitted a
dispute to *** ***, this dispute has been closed by *** ***. The findings of this dispute will be sent
directly to this customer if they haven’t already been received.
We apologize to this customer, but we are not able to intervene
in a contract between the customer and the financing company.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Day Revdex.com,
I reached out to this customer directly via telephone today (3.03.2015)I called the daytime number listed and in not receiving an answer I called the evening number listed and left a voicemail on the machine with my direct telephone number should our customer wish to speak with mePlease pass along my direct number to the customer *** *** in the case the message machine is faulty
On behalf of Bobs Discount Furniture I extend my sincerest apologies to our customer for the failure in not being able to provide the selected dining room set they purchased and decorated their home aroundWe take complete ownership for this failure and before contacting this customer I contacted three of our showrooms and clearance centers (*** *** *** *** *** *** ***) to see if I could acquire this dining room set for this customerRegretfully our inventory has completely depleted in our showrooms/ distribution center and we are still unable to provide the selected merchandise
Should a sales order be reinstated for a different table set we would be happy to discuss what accommodation offer we could make to our customer
Our records indicate that the 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 these 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 the bank’s reallocation of these fundsNormally we provide customers with a 2-day estimated complete processing timeframe because of the fact that even after we release these funds there is another party involved in getting these funds back to our clientAt this time I would expect that the funds should have been reallocated to the customer’s method of payment however today is technically the third business day for banking since the initial processing of this refundI did advise the customer that they could contact me directly to advise me if they have or haven’t received this refund as of today
We apologize again for the disappointment our failures have caused our customer and remain willing to help directly or via this Revdex.com mediation channel in any way we are able to
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
size="3">
Please pass on our deepest apologies for the unintended
inconvenience and frustration the long wait on the product purchased has caused
our customer
I have attempted to reach this customer by phone today and I was
only able to leave a voicemail with my direct phone number for contact back
Please ask the customer to contact me directly to discuss this concern further
(###-###-####)
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Times New Roman"Times New Roman";">Good Morning Revdex.com-
We received this customer’s concern through another
avenue. The concern has been addressed
and this customer and we have offered them a reselection credit
Please let us know if there are any other questions or
concerns
Sincerely,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry for any confusion or
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was made
in February and at that time the customer purchased the option of *** *** ***.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, *** *** covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
misuse or abuse of the merchandise.
We sent our technician to the home June 7th. The technician found this is not damage from
a manufacturing defect. It does appear
from photos that this damage was caused by a pet or a person tearing it. This would be considered preventable, not
accidental. Preventable damages are not
covered under either aspect of the protection plan. There are no parts available to replace the
fabric, and a service technician can not repair a hole. The material is gone; it is not a seam separation. I have attached a copy of the photos, which reflect
this is not a manufacturing defect. I
have also attached a copy of the Goof Proof insurance and the customer’s
warranty card from ***
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture