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
"line-height: 115%Verdana","sans-serif"">Good Afternoon Revdex.com,
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
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
This customer did file a claim with *** for damages to the sofa and
loveseat. *** covers accidental damages
only. This claim was denied as the
damages were reported with unknown cause/ origin. The customer reported she did not know when
or how the damages occurred. This can
not be accidental
Bob’s sent a technician to the home most recently on
April 29, 2016. This technician reported
that the sofa had damages that are not manufacturing defects. There are damages that were caused in the
home. There is a hole in a seat casing,
there is a hole on the seat decking that the customer put duct tape to cover,
he found the piece is not defective the cushions are up to standards there is
no frame damage, but has not been well maintained. He did submit photos which support his
report. Those photos are attached
*** *** covers the pieces for five years. If there is a manufacturing defect it comes
through Bob’s. If there is an accidental
damage it goes through ***. There
is no coverage for wear. If this
customer would like to purchase seat cores I would be willing to set up a part
order at a discount.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have reached out to *** today (7.15.2014) via phone and
agreed to complete extensive research on his account to determine why he was
charged the additional monies he has cited via this complaintAfter speaking
with ***, I completely agree with his frustrations and have provided him with
my full name and direct contact information in an effort to prove to him that
Bobs cares very much to resolve our customer’s concerns
I will be in constant contact with *** regarding this
concern and will make every effort possible to earn *** trust back in our
business by properly resolving his complaint
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
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 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 ***,
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
I received a chair and discovered a week later that it was defectiveI can't get a refund, but only take a chance on getting some other junk, and you won't remove this chair until I doBob's *** *** is worthless because you say you can't repair the chairYou don't have anything else I wantYou won't give a refundYou won't remove the defective chairYou don't care about customer satisfaction, and you have almost complaints and lie about being A+
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,
*** ***
Unfortunately it has come down to submitting a negative reviewI tried many times in resolving this issue with Bob Stores with no resolutionWe purchased a sectional that we were happy with, this is not the first purchase with Bob's but will be my lastWe work so hard, save and for nothing since we cannot enjoy our entertainment areaIt took us sometime to get the furniture paid with hard work but it falls in deaf earsMercury sectional was purchased and from the beginning we called to complain about the chipping and Flakiness to the leather like material, they never responded and by the time I contacted them again, apparently it was over the time limit they have of repairing such damageIt's sad that Bob's Store do not comply with their honor and service to their loyal customer'sI have voiced my opinion to friends and family and now to the communityShame on you Bob's for not helping me and my family in this situation that I cannot do nothing aboutMy next step is consumer affairs and I will take it from thereI am a community activist in the *** ** area and in the process to writing an article with the *** Times Reporter and see what other newspaper will listen to my story Unhappy prior Bob Store's loyal customer
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 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 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
Good Afternoon Revdex.com-
Due to the nature of this complaint, we
have reached out to
the customer directly to discuss resolution.
Due to the length of time the customer has been waiting on a resolution
Bob’s is taking over the claim. We have
asked the customer to email a copy of an estimate from a flooring contractor on
what the cost of repairs will be. We
will reach back out to the customer once we have received the estimate and are
able to discuss the restitution.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
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 Morning ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I am very sorry to learn of your disappointment with your product
and service from usI absolutely understand your frustration and assure you
that Bobs Discount Furniture seeks to resolve our customer’s concerns in the
most effective way possible
I have been working directly with our Parts Manager for several
days and we have diligently been searching our warehouses and even clearance
centers to try and locate this part for you We continually resolve our customer’s concerns
with valuable service optionsA brand new part installation means that you
will be receiving an expert to answer all your questions face-to-face and as you may
already know the furniture industry is an industry of mass production so we may
always accommodate our customers demand for quality choice and valueOne on
one attention for your product translates to me being able to offer you the
focus your product deserves after our failure instead of giving you another
item out of mass productionWe expect every employee at Bob’s to represent our
factory trained professionals as the best option for repairable product concerns
and maintain an immense amount of pride in our technician’s abilitiesThe last
thing we want to do is fail you again and we are confident that once that part
is received and installed into that portion of your sectional you will no
longer experience manufacturing concernsThe last thing we intend to do is
waste more of your time and our technician’s first visit will resolve your
concerns which further converts to no follow up needed on the problem we have
caused youNo follow up needed equals no additional time of yours wasted
I apologize
for the extended wait time on this particular part and if it is completely unbearable
to you we can mail out an extra part that we were able to locate in one of
warehouses during our extensive searchTo our knowledge it is a slightly older
version of the part we currently have on order for you, but because this specific
portion of your sectional was delivered last year we believe that this part
should workIf you would like to try this avenue for a speedier resolution we
can mail this part out to youPlease respond to me through this channel and I can
process this mailing as soon as the following business dayYou should receive it
within a few business days (2-4) and then phone us (###-###-####) to schedule
an installation dateWe will keep the original part order open through the
vendor just in case it is still needed
I apologize
to you again *** and while it is beyond our policies to do so I have
also noted your account that further compensation can be discussed with you,
should you still be unsatisfied after your merchandise concerns have been
solved
Sincerely,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
line-height: 15pt;">We are sincerely sorry that this customer
is experiencing issues with the merchandise that they purchased from Bob’sI believe that this has not been properly
communicated to this customer
I see that there are the purchases made in November
and March 2013. At the time the
sale was created the customer purchased *** ***. Please see attached a copy of the *** ***
flyer that would have been given to the customer at the time of purchase
*** *** gave the customer a five year
protection plan against any damages resulting from a single accident. This is through a company named
***. When these purchases were made
Bob’s offered a one year warranty against manufacturing defects. That manufacturing warranty has expired on
both of these purchases. The customer is
still covered under the *** *** accidental plan for the Montibello Bar set
Under *** *** all claims must to reported to *** within thirty days of
the damage occurring and must contain within the report how it occurred, when
it occurred, who caused the damage. This
enables *** to verify that it was the result of a single accident or
incident. If this customer has this kind
of damage they certainly should reach out to *** and file a claim. I do not see that any claim has been reported
to *** for this customer
Kindest Regards,
Tracy S***
Bobs Discount Furniture,
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We are very sorry for any inconveniences that we have caused
*** and the concern we have caused her son during the sale and delivery
process for her bedI spoke with *** today (6.24.2014) via telephone and
confirmed with her that her correct bed is scheduled to be delivered tomorrow
(6.25.2014)I have explained to *** how much we appreciate her extreme
patience with us and I have assured her that our mistakes have not been
intentionalIt is very embarrassing to fail your customer one time, let alone
several times and we are working at full capacity to ensure a successful
delivery for ***
I have also made *** aware that I have placed notes in
her account indicating that while it is not our procedure to do so we
would like the opportunity to discuss compensating her as a further form of
apology with a Bobs Discount Furniture Gift Card once she is fully satisfied
with her merchandise
Thank you
Revdex.com for providing us with the opportunity to make it right,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com-
Roman">
We are very sorry for any confusion or
miscommunication this customer is experiencing using the warranty for the
merchandise purchased from Bob’s.
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 everyday use, misuse or abuse of the
merchandise.
We are very sorry that the customer
does not agree with our technician’s report.
If the customer believes that the issues with the seats are a
manufacturing defect, we welcome the customer submitting photos through the Revdex.com
mediation site. Please submit at least
two color photos, one from a distance and one close up of the seats that you
believe to be defective
*** has not denied the claim on
the pet stain. When I reached out to
them they said the claim is still being worked and they should have a offer of
resolution soon
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
I bought pieces bed set and mattress the sale person raymond tell me that they remove my old furniture and mattress but they didn't when I complain him he hangup my phone carle place store is really very bad dealing I did big mistake to buy a furniture from Bob
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
"line-height: 115%Verdana","sans-serif"">Good Afternoon Revdex.com,
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
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
This customer did file a claim with *** for damages to the sofa and
loveseat. *** covers accidental damages
only. This claim was denied as the
damages were reported with unknown cause/ origin. The customer reported she did not know when
or how the damages occurred. This can
not be accidental
Bob’s sent a technician to the home most recently on
April 29, 2016. This technician reported
that the sofa had damages that are not manufacturing defects. There are damages that were caused in the
home. There is a hole in a seat casing,
there is a hole on the seat decking that the customer put duct tape to cover,
he found the piece is not defective the cushions are up to standards there is
no frame damage, but has not been well maintained. He did submit photos which support his
report. Those photos are attached
*** *** covers the pieces for five years. If there is a manufacturing defect it comes
through Bob’s. If there is an accidental
damage it goes through ***. There
is no coverage for wear. If this
customer would like to purchase seat cores I would be willing to set up a part
order at a discount.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have reached out to *** today (7.15.2014) via phone and
agreed to complete extensive research on his account to determine why he was
charged the additional monies he has cited via this complaintAfter speaking
with ***, I completely agree with his frustrations and have provided him with
my full name and direct contact information in an effort to prove to him that
Bobs cares very much to resolve our customer’s concerns
I will be in constant contact with *** regarding this
concern and will make every effort possible to earn *** trust back in our
business by properly resolving his complaint
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
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 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 ***,
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
I received a chair and discovered a week later that it was defectiveI can't get a refund, but only take a chance on getting some other junk, and you won't remove this chair until I doBob's *** *** is worthless because you say you can't repair the chairYou don't have anything else I wantYou won't give a refundYou won't remove the defective chairYou don't care about customer satisfaction, and you have almost complaints and lie about being A+
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,
*** ***
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
***
Unfortunately it has come down to submitting a negative reviewI tried many times in resolving this issue with Bob Stores with no resolutionWe purchased a sectional that we were happy with, this is not the first purchase with Bob's but will be my lastWe work so hard, save and for nothing since we cannot enjoy our entertainment areaIt took us sometime to get the furniture paid with hard work but it falls in deaf earsMercury sectional was purchased and from the beginning we called to complain about the chipping and Flakiness to the leather like material, they never responded and by the time I contacted them again, apparently it was over the time limit they have of repairing such damageIt's sad that Bob's Store do not comply with their honor and service to their loyal customer'sI have voiced my opinion to friends and family and now to the communityShame on you Bob's for not helping me and my family in this situation that I cannot do nothing aboutMy next step is consumer affairs and I will take it from thereI am a community activist in the *** ** area and in the process to writing an article with the *** Times Reporter and see what other newspaper will listen to my story Unhappy prior Bob Store's loyal customer
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 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 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
Good Afternoon Revdex.com-
Due to the nature of this complaint, we
have reached out to
the customer directly to discuss resolution.
Due to the length of time the customer has been waiting on a resolution
Bob’s is taking over the claim. We have
asked the customer to email a copy of an estimate from a flooring contractor on
what the cost of repairs will be. We
will reach back out to the customer once we have received the estimate and are
able to discuss the restitution.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
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 Morning ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I am very sorry to learn of your disappointment with your product
and service from usI absolutely understand your frustration and assure you
that Bobs Discount Furniture seeks to resolve our customer’s concerns in the
most effective way possible
I have been working directly with our Parts Manager for several
days and we have diligently been searching our warehouses and even clearance
centers to try and locate this part for you We continually resolve our customer’s concerns
with valuable service optionsA brand new part installation means that you
will be receiving an expert to answer all your questions face-to-face and as you may
already know the furniture industry is an industry of mass production so we may
always accommodate our customers demand for quality choice and valueOne on
one attention for your product translates to me being able to offer you the
focus your product deserves after our failure instead of giving you another
item out of mass productionWe expect every employee at Bob’s to represent our
factory trained professionals as the best option for repairable product concerns
and maintain an immense amount of pride in our technician’s abilitiesThe last
thing we want to do is fail you again and we are confident that once that part
is received and installed into that portion of your sectional you will no
longer experience manufacturing concernsThe last thing we intend to do is
waste more of your time and our technician’s first visit will resolve your
concerns which further converts to no follow up needed on the problem we have
caused youNo follow up needed equals no additional time of yours wasted
I apologize
for the extended wait time on this particular part and if it is completely unbearable
to you we can mail out an extra part that we were able to locate in one of
warehouses during our extensive searchTo our knowledge it is a slightly older
version of the part we currently have on order for you, but because this specific
portion of your sectional was delivered last year we believe that this part
should workIf you would like to try this avenue for a speedier resolution we
can mail this part out to youPlease respond to me through this channel and I can
process this mailing as soon as the following business dayYou should receive it
within a few business days (2-4) and then phone us (###-###-####) to schedule
an installation dateWe will keep the original part order open through the
vendor just in case it is still needed
I apologize
to you again *** and while it is beyond our policies to do so I have
also noted your account that further compensation can be discussed with you,
should you still be unsatisfied after your merchandise concerns have been
solved
Sincerely,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
line-height: 15pt;">We are sincerely sorry that this customer
is experiencing issues with the merchandise that they purchased from Bob’sI believe that this has not been properly
communicated to this customer
I see that there are the purchases made in November
and March 2013. At the time the
sale was created the customer purchased *** ***. Please see attached a copy of the *** ***
flyer that would have been given to the customer at the time of purchase
*** *** gave the customer a five year
protection plan against any damages resulting from a single accident. This is through a company named
***. When these purchases were made
Bob’s offered a one year warranty against manufacturing defects. That manufacturing warranty has expired on
both of these purchases. The customer is
still covered under the *** *** accidental plan for the Montibello Bar set
Under *** *** all claims must to reported to *** within thirty days of
the damage occurring and must contain within the report how it occurred, when
it occurred, who caused the damage. This
enables *** to verify that it was the result of a single accident or
incident. If this customer has this kind
of damage they certainly should reach out to *** and file a claim. I do not see that any claim has been reported
to *** for this customer
Kindest Regards,
Tracy S***
Bobs Discount Furniture,
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We are very sorry for any inconveniences that we have caused
*** and the concern we have caused her son during the sale and delivery
process for her bedI spoke with *** today (6.24.2014) via telephone and
confirmed with her that her correct bed is scheduled to be delivered tomorrow
(6.25.2014)I have explained to *** how much we appreciate her extreme
patience with us and I have assured her that our mistakes have not been
intentionalIt is very embarrassing to fail your customer one time, let alone
several times and we are working at full capacity to ensure a successful
delivery for ***
I have also made *** aware that I have placed notes in
her account indicating that while it is not our procedure to do so we
would like the opportunity to discuss compensating her as a further form of
apology with a Bobs Discount Furniture Gift Card once she is fully satisfied
with her merchandise
Thank you
Revdex.com for providing us with the opportunity to make it right,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com-
Roman">
We are very sorry for any confusion or
miscommunication this customer is experiencing using the warranty for the
merchandise purchased from Bob’s.
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 everyday use, misuse or abuse of the
merchandise.
We are very sorry that the customer
does not agree with our technician’s report.
If the customer believes that the issues with the seats are a
manufacturing defect, we welcome the customer submitting photos through the Revdex.com
mediation site. Please submit at least
two color photos, one from a distance and one close up of the seats that you
believe to be defective
*** has not denied the claim on
the pet stain. When I reached out to
them they said the claim is still being worked and they should have a offer of
resolution soon
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
I bought pieces bed set and mattress the sale person raymond tell me that they remove my old furniture and mattress but they didn't when I complain him he hangup my phone carle place store is really very bad dealing I did big mistake to buy a furniture from Bob