Good Afternoon Revdex.com,
size="3">
Please pass on our sincere apologies to this customer for these issues. We have set the paperwork for the vanity to
be exchanged and get this customer a brand new one.
I was able to speak
with our insurance partner as well. They
said they had offered to repay the customer for the cost of the damaged perfume
bottles, but the customer refused, stating they were working with the Revdex.com. We will refund the customer in the amount of
$for these two damaged bottles. The
paperwork has been created; the customer can either call the store or customer
care to schedule the exchange and to add the credit card information to the
return. Either card used on the original
sale can be refunded
We are very sorry for
the damage and the pain the glass dropping has caused the customer
Kindest Regards,
Tracy NS***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">I reached out to *** by phone and email todayI am eagerly
awaiting his response through either of these channels so I can help him solve
his concerns on a more direct basis
Please see my email (below) to *** this morning (5.22.2014):
From: *** *** Sent: Thursday, May 22, 9:AMTo: '***Cc: *** ***Subject: In response to your Revdex.com claim: ***: Bobs Discount Furniture
Good Morning ***,
My name is *** and I work for Bobs
Discount Furniture as a Corporate Customer Care LiaisonI have just finished
leaving you a voicemail with my information and if your open to it I’d like the
opportunity to help you directly in resolving your concerns
Please give me a call or respond to me
through email and I am so sorry for all the frustration you have had to deal
withIt should never take this long for any of our valued customers to receive
recourse
Thank you for your time *** and I look
forward to hearing back from you,
Thank you
for the opportunity to make it right Revdex.com,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I truly apologize for the poor experience that our customer
had with the *** company while trying to report this concernOur records
do not indicate that this customer has made any attempt to directly reach out
to Bobs Discount Furniture for resolution prior to filing this complaintI absolutely
understand our customer’s frustrations in this scenario and maintain full
confidence that had we been provided with an opportunity to directly help our
customer we would have satisfied our customer without the need for escalation
I have contacted our customer today (7.15.2014) on the phone
number provided within this complaint to discuss the options for resolution we
have availableI had to leave a voicemail and asked that our customer contact
us back at ###-###-#### to discuss the options for resolution we have
available for the sleeper sofa frame
Good Morning Revdex.com,
face="Calibri">We apologize that this customer is so unsatisfied with our
return and cancelation policyWe try very hard each day to honor our customer’s
requests to the best of our ability while still seeking to balance the needs of
our business The second page of the
sales invoice, which is routinely signed by the consumer prior to leaving our
retail location, has clear and concise information regarding our refund and
cancelation policies
The first line listed under ‘Refunds and Cancelations Policy’
indicates why we are unable to take back the power bed bases. Furthermore, in this customer’s scenario we
have fully honored the ‘Mattress Satisfaction Policy’ we expressed (whether it is
by written and/or verbal confirmation) at the time of salePlease note that as
the power bases act as the mattress’s foundation it can also be concluded by
most third party views that we list these as not eligible for return within the
‘Mattress Satisfaction Policy’ (I have highlighted and underlined this point
for your review)
REFUNDS
AND CANCELLATIONS POLICY
You may
request a full refund on orders for stocked merchandise at any time up until
the time we deliver the merchandise to you or until you pick it up
MATTRESS
SATISFACTION POLICY
Our goal is
to do our best to ensure that you are happy with your mattress purchaseIn the
unlikely event that your mattress has a factory defect, we will replace it
during the stated manufacturer's warranty periodIf you are unhappy with the
comfort of your mattress after having
slept on it for thirty (30) days, please call our Customer Care Center at
###-###-#### within sixty (60) days of your delivery and one of our
representatives will arrange for you to make a onetime re-selection on your
mattress onlyFoundations within the
same manufacturer are not included
in our Comfort Assurance PolicyWe will charge or credit you for any
price difference between the original and the re-selected mattressesCredits
will be issued based on the original method of payment via the guidelines
stated aboveWe will charge you our prevailing re-delivery fee to cover the
costs of delivery for the re-selected mattress and piof the original
mattressIf you do not re-select another mattress, we will refund the full
purchase price less our prevailing delivery fee
Speaking strictly on logic now, our records reflect that this
customer is seeking to return the mattresses because they are uncomfortable
The power bed bases or foundations would have no bearing on the comfort or feel
of the mattressWouldn’t the consumer benefit more by reselecting to a
mattress that they felt was more comfortable? Bobs Discount Furniture offers
the best mattress satisfaction policy industry wide
As a business we have not failed this customer, we delivered the merchandise
that this customer selected in the condition we promisedOur policies are
clearly notated on the documentations the customer was provided and we respect
the authority of these policies and procedures in honor of keeping all
resolutions fair and adequate for all consumers alike
We do appreciate the mediation assistance of the Revdex.com and apologize
to the customer again that we have no further recourse to offer relating to
this concern
Kindest Regards,
*** ** ***
Bobs Discount Furniture
*** *** *** ***
Good Morning Revdex.com-
size="3">
Please pass on our sincere apologies that the
customer has both had to deal with issues with the set and also having delay
and miscommunications.
I see at this time we do have a service technician
set to come out on 3/18/16. I will
checking back on the tech report on Monday 3/21/to see if he was able to
adjust the pieces or if he found there to be any manufacturing defects on the
set.
If the tech does find there are any manufacturing
defect that can not be corrected with either service or parts we will be offer
alternative recourse.
SERVICE
POLICY
We
guarantee that our new products will be free from factory defects for one year
from date of delivery or pickupOur mattresses and motion furniture may carry
additional factory guaranteesYou must report any factory defects to our
Customer Care team within one (1) year of possession, and a Customer Care
representative will schedule one of our Service Technicians to inspect the item
and service it to factory standards at no cost to youIf the Service
Technician determines that the factory defect is not serviceable, we will
replace the affected item, one timeIf the item is no longer available, you
may reselect to other merchandise or we will refund the purchase priceIn the
event of a reselection we will charge or credit you for any price difference
between the original and the re-selected itemMerchandise purchased from our
“Pit” or Clearance Centers that is not brand new/factory fresh is excluded from
these factory defect guaranteeswear and tear or customer-caused
problems are also excludedService can only be provided within our serviceable
area to the original purchaser as stated on your sales receipt
Kindest
Regards,
Tracy
S***
Corporate
Customer Care Liaison
Bob’s
Discount Furniture
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
Good morning Revdex.com
Let me just start by saying I am disgusted by the reply from
Bob’s discount furnitureI did not purchase my living room set for more than
50% off also the set that I purchased was on their sales floor right in front
of their dinning roomThe fact that I contacted them in a week of having the
merchandise advising them that the merchandise hurt my child, which should be
safe for my homeLet me also had two months ago to be exact my mom was in the
hospital I bought her reclining chair from Sears off their sales floor the
chair was defective and Sears went above and beyond to make sure my mom had a
safe chair in her home I am not looking for a refund from Bob furniture store
however I think it’s extremely unfair for them to brush it off the fact that my
child got hurt by their product and stating that I paid less than 50% off for my
merchandise is really upsetting the set was 50% off of is 399.50 which I paid plus tax it’s unfair for them to
say there’s no warranty there’s no recourse and theirs nothing they can do
about it I contacted them within a week of having the merchandise I did not
contacted them a year later six months later or seven months later so they need
to resolve this situation the main reason why I am stressing it because I had
defective merchandise in my household which I purchased from them so why are
they trying not to do something about itStating that they offer best effort
what this effort the technician came out and all he needed to do was put the
springs back where they came fromThe fact that I told them that my daughter
got hurt they should not even have send a technician out they should’ve gave me
a credit to get something that is safer for me and my family why are they
trying to run away from this situation which is at hand that I don’t
understandNow I know for sure I will never shop at the store anymore I’ll
make sure I take my business elsewhere because I know if it was the another
company I would not have this problem I have seen thousands of complaints about
Bob’s discount furniture product and how they conduct business and now I
understand I hope they take in consideration that my child got hurt and I
reported the incident in a weekI think its only fair for them to give me
credit so I can get something safe for my family and me
Thank you
Good Afternoon Revdex.com-
We are very sorry for any confusion or
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was delivered
in April and at the time of purchase the customer purchased the option of
Goof Proof Plus.
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.
On every sales order reviewed and signed at time of
purchase, it does clearly state that the plan for accidental damages goes
through a company called ***. The
flyer given to every customer at time of purchase also states which company to
call for which damages. We have attached
those. *** is not a division or
part of Bob’s. It is a carrier for the
protection plan in reference to accidental damages. Any damage resulting from a single accident has
to be called into ***. Bob’s can
not act as an agent on behalf of the customer when reporting the damage.
As this damage is localized to a single area of one side
chair and there is a part available to replace this damaged piece we have
ordered that part to be shipped from the manufacturer. The manufacture does require a week ship
time. The part will be sent directly to
the customer at the address on this complaint.
Once the part is received the customer can call in for the
installation.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
I have spent an abundance of time over the past two
days researching *** concern and request for assistancePlease provide
*** with my apologies for the stress that I am sure she is experiencing off
of the continued responses she has been receiving through our Corporate
Liaisons and Customer Care Management staffBobs Discount Furniture cares very
much for every one of our customers and we are very willing to offer our
customers resolutions when the scenario allows our business the opportunity to
do soWe ensure all of our customers are treated fairly by carefully reviewing
each complaint we receive and in ***’s case regretfully we are unable to
offer recourse for her concerns
As *** has stated in her posting to you, she is
outside of her warranty through Bobs Discount FurnitureRegardless of warranty
status Bobs Discount Furniture is open to listening to our customer’s concerns
and researching all avenues available to us to help our customers resolve
problems with their productWe listened to *** several times and *** has
spoken directly to the highest level of Customer Care we have available over
the past two business daysWhile researching ***’s claim we discovered that
the stories she is providing of how this damage occurred increasingly differ
from person to personFor instance, *** reported to the *** company
that the damage to the springs and seats was caused by children jumping on the
furniture, yet she reports to us that this is a defective itemThere are
several other instances of varying reports provided through her excessive
written and verbal communications to usUnderstandably we are now concerned
about the legitimacy of ***’s complaints and the nature in which these
concerns originated from
In speaking with Customer Care Management ***
became extremely combative and unreasonable, she began demanding that we
replace her merchandise or send a technician to her home in a disturbing
mannerAgain, trying to seek out any resolution for our customer’s concerns we
agreed to have our Service Manager review the photos *** sent to usIn
reviewing these photos our Service Manager, who has nearly two decades of
factory knowledge training and execution, agreed with our initial apprehensions
to send a technician to repair this productThe photos depict an immense
amount of accumulated damages that combined with ***’s report to ***
lead one to believe that this merchandise has not been receiving a
amount of wearWhen a continued amount of pressure and wear is applied to the
seams of upholstered fabric over an extended period of time the seams will no
longer be able to maintain the strength they were built with, this is a fact of
furniture production and reaction to its environmentThe pictures I am seeing
lead me to consider that the seams of ***’s furniture are reacting to the
wear that has occurred to them during the nearly three year period they have
been in the homeI have attached a document containing photos we received of
this merchandise and a document that we obtained from *** for your review
The denial result that *** received through the
*** company seems fair because with any protection plan there is a
reasonable expectation that the merchandise you are making a claim for has been
kept in good condition prior to the accident occurringThe information ***
provided to *** indicates the product suffered damage from an intentional
action done to the product*** considers this abusive and it is within
the guidelines of their protection plan that acts of abuse, accumulated
damages, or neglect will result in a denial of coverageA review of the photos
also indicates multiple instances of staining has occurred to the furniture
*** does cover stains on merchandise should they be reported within the
parameters of the protection plan purchased*** is a national company and
serves as a great resource for customer caused accidental occurrencesAs
*** serves many customers and many other furniture retailers it is
rational that the protection plan they offer has exclusions to its coverage
*** has
recently begun antagonistically emailing several members of our staff implying
that we only sell defective product to our customers due to complaints she has
found in her research after receiving a result of no recourse from usI do not
deny that Bobs Discount Furniture receives customer complaints and a deeper
look into the amount of business we accomplish everyday and every year verse
the complaints we receive does indicate that a very high scale of our customer
base is satisfied with the merchandise and services they have received from
Bobs Discount FurnitureIt should also be considered that in reading the
majority of customer’s complaints the facts of our customers accounts such as
possession time, warranty status, and history are never displayed by the
customer in a manner that sheds a good light on the company in questionBobs
Discount Furniture prides itself on providing our customers with the best
quality furniture for the price and we continually work to resolve our
customers concerns using empathy, professionalism, and careLike any other company
we do make mistakes and when it is appropriate to do so we take full ownership
for our mistakes and work above and beyond to make our failures right by our
customerAs a business Bobs Discount Furniture has not failed ***, a
business cannot be expected to take responsibility for damages that occur
beyond their own control and outside of an associated warranty period We are an honest company and we do not swindle
our customersVisit one of our showrooms and you will notice that displayed in
front of our living room sets we keep informational placards containing the
material and frame make up of the setIf there was a way to offer ***
recourse for her concerns that would balance the needs of our business with the
demands she continues to assert upon us, I assure you that we would have
offered our customer recourse at this point
Bobs Discount Furniture thanks the Revdex.com for their
mediation assistance
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good
Afternoon ***,
I
apologize if my first response left you feeling unsatisfied and I do understand
what your desired settlement isI have completed extensive research in the
past days and I am truly very sorry that Bobs Discount Furniture is unable to
take responsibility for the damage you have located on your floor
We
have made you an offer of monetary compensation as an apology and I stand
behind this as a fair offer for resolution given the specific details of your
claimIn addition to my original offer, we can add $to your monetary
refund as a further form of apology for the lack of care and appropriate
service you received from our Customer Care DepartmentI have investigated the
information you have provided me in regards to our agent and I thank you for
brining these performance concerns to my attention
Please
respond and let me know if you would like to accept the monetary refund of
$
Thank
you for your time and I apologize so much of it has had to go towards resolving
this concern,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon *** and Revdex.com,
We are very sorry that the
delivery was not able to be
completed. We would not expect our team
to conduct themselves as anything less then professional. The team called because they were running
early. We do require that delivery teams
wait ten minutes from the beginning of the assigned timeframe. Our records indicate that the customer’s
timeframe began at 12:30, so the team was required to wait until 12:40. If the customer is not home, or the person in
the home is unwilling to allow them to complete the delivery they are required
to move on to the next stop. We can not
make allowances for someone asking the team to wait longer. Every customer on the route is given a
timeframe, if every customer asked the team to wait; we would not be able to
complete deliveries within allotted timeframes.
We are very sorry that the customer was not satisfied with
the delivery teams conduct. We hope to
redeem ourselves in the future
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Complaint: ***
I am rejecting this response because:
I dont believe the $is an acceptable form of apology to make up for all of the trouble I went through and the fact that the furniture still isn't working properlyThis has been a disgusting form of customer service
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
I did upload pictures as they told me to doThey just did not wanted to honor the warranty and are giving excuses by saying its a third party and warranty money can not be refunded
Sincerely,
*** ***
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I am truly very sorry for the amount of frustration Mr
Rodriguez is experiencing due to the multiple delivery attempts he has been
asked to take to receive his product in the condition he expectsI fully
acknowledge the reasons why *** *** is seeking a refund and I agree that
we should work outside of our policies and make an exception to our established
company guidelines
Our refund policy is clearly listed on the second page of
*** ***’s invoice and I apologize that he had any trouble locating itIt
is nearly the first line on that page and I have copied and pasted below from
the electronic version of his sales receipt for your review:
Invoice
Number:
***
Track your
delivery onlineGo to www.mybobs.com/deliverytracker
REFUNDS AND CANCELLATIONS POLICY You may
request a full refund on orders for stocked merchandise at any time up until
the time we deliver the merchandise to you or until you pick it up
*** *** accepted this merchandise into his possession on
Therefore, he would not be eligible for a monetary refund based on
the terms he and/or the account holder agreed to at the time of purchase
As stated above, we are willing to provide *** *** with the
option that he seeks however I feel compelled to educate *** *** that the
option he seeks will cause him the most inconvenience and that is the last
thing we want to doBy not offering *** *** a refund our customer care
team has been ensuring him the best care possibleI cite this fact because *** *** refund cannot be processed until we physically remove all products
from his home and that product has been checked back into our CT distribution
centerFactoring in processing time for his credit card company to post the monies
back to him after we have completed our end, the customer could potentially be
looking at no dining room set and no monies for weeksClearly we do not want
to force our customer’s into this predicament after they feel we have failed
them already
If *** *** would prefer we can offer him an alternate
resolution to refunding that causes less stress on himIf *** *** agrees
to keep the dining room set he has in his home (AS IS) we can provide him with
a 30% monetary refund based of the price he paid for the dining room set (we
refer to this as a concession to keep)As a courtesy to *** *** we can
keep his one year manufacturing guarantee through Bobs active on this dining
room set even though we are discounting its retail priceWe do advise that we
would not be able to warranty the already reported concerns he has had with his
current dining room setHis Bobs Guarantee would cover any additional factory
defects that may show up after months of use
Please let me know how *** *** would like to proceed as we
can offer two different options for resolution to him
Kind Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
I put that stuff in the drawers after they were already off the track and I even told your technician thatI have nothing but problems when it comes to your companyEven though I had problems before I still gave your company another chanceI will not pay for new drawersSo your also telling me that the pole in the middle of the bed sitting crooked wasn't on accident? I had to put wood glue in the hole where the screw goes to temporarily hold itThis bed falls apart more and more everydayYou are trying to cover up the horrible quality of your productsI will be sure to spread the word to everyone I know and social media about your lies and how you rob your customers by selling them an "insurance" plan that doesn't cover anythingYou will lose a lot of customers along with me who unfortunately I furnished my entire apartment with your companyI'll be sure to bring ny business to a legitimate company next time
Sincerely,
*** ***
Good Afternoon *** ***,
Thank you for choosing Bob's Discount FurnitureI apologize for the issues you encountered with the Goof proof planAt the time you purchased the plan, our company was converting to new retail computer software, as with most computer
upgrades there is almost always room for errorWe slowly became aware that some plans were not uploaded and/or converted to *** computer systemWhen Consumer's began to express concerns similar to yours, we immediately transmitted their proof of purchase to ***
The goof proof plan is designed to provide coverage against most common types of in home accidental damage, when properly reportedBob's Discount Furniture does not have the authority to overturn a denied claimWhile our failure to properly transmit the proof of purchase had nothing to do with your claim denial, we would like to offer you two options, (1) depending on where the rip is, we may be able to order a replacement part at no charge, (2)cancel the goof proof plan and issue a refund
Your business is appreciated and we apologize for any inconvenience we have caused you
Sincerely,
*** ***
First off the lack of a phone call from cooperate tells me just how important your customer satisfaction is to your companyLack of talking with me gives you insufficient evidence of what I have actually been throughMy first appointment was for a repair and then was cancelled because an employee at bobs did not imput the correct address and instead of going min more up the road it was cancelledSpoke with a manager she advised that I replace the whole trundle bed which would in fact use my one time replacement on the *** ***I said okayHaving a delivery rescheduled for the next weekWhen that delivery came it did not have minor imperfections it had major ones that were pointed out by your delivery driverI DID call with the delivery people still at my property along with them calling On a different phoneNOT once was I advised to take itSecond delivery came same exact storyIf I am using MY ONE time replacement why would I take furniture that was in less condition than the one year old piece of furniture I had in my home! I did speak with a manager on Monday who said I can go to the store and pick something out only to ask if I go to bunk beds would that be covered she advised me I would have to pay delivery and *** *** which I was okay withThen gave me back to sales person only to tell me I could only spend and everything else is out of my pocketAsked to speak back with manager because this is not what she told me because I specifically told her bunk beds, only for her to be like no I never said that, but in fact she did! I honestly have lost all faith in bobs, I would like to update my children to the Colorado bunk beds with stairs because I No longer have faith in the trundle bed, and I would like bobs to cover them in fullappointments, countless phone calls, missing time with my children while they are on vacation due to lack of support and caring on bobs part I honestly think this is the least they can do to rectify the situation that Bobs created
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,
*** ***
Good Afternoon Revdex.com,
Roman">
Please pass on our apologies to *** for the inconvenience
the delivery team’s negligence has caused and may continue to cause to she and
her familyWe assure *** that his property claim has been correctly filed
with the third party trucking company involved and we will ensure the obvious
coaching concerns presented are addressed accordingly
As ***’s property claim is being handled by the trucking company
that caused the damages, *** can expect follow up from that third party and
not Bobs Discount Furniture directlyPer our contractual agreements with this
trucking company they are responsible to process resolution on their claim
prior to Bobs Discount Furniture asserting ourselves into a situation where it
is most likely unnecessary
I have sent a message on ***’s behalf to our Delivery Managers
and the trucking company involved in this claim to please contact him as soon
as possible
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">As of yesterday our records reflect that our
customer received a delivery of his tables in good conditionWe are very sorry
for the amount of time that our customer had to take out of his life to finally
get this merchandise in good condition and we certainly take responsibility for
the product failures of our manufacturersWe are able to offer compensation
for our failures and not for a person’s timeBased on our customer’s poor
experience we recognize that we should work above and beyond our
procedures to make a satisfactory and fair offer for compensation
While it is not procedure to do so we can offer to
provide a monetary refund to our customer for $as an apology for our
failures during his delivery process
Please let me know if our customer will accept this offer as
I am eager to help him resolve his concerns
Thank You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I am very sorry for the terrible experience you have endured
while seeking resolution for a concern that started from a defective piece of
furnitureOur records reflect that your redelivery was successful with no
concerns today (9.03.2014) and I am genuinely as disappointed as you are in the
poor performance you have outlined as occurring during your other delivery
attemptsWe do not find this type of behavior acceptable on any level and absolutely
hold our delivery teams accountable for negative actions that impact our valued
customers
In regards to the ‘Special Order’ fee you originally paid
when selecting the sofa that could not fit into your residence, that fee of
$was applied to the new (more expensive) sofa with chaise you selected in
place of the original choiceIn essence this fee was refunded to you because it
was applied to your chosen upgrade and in turn the new cost you were charged on
was less money then it would have been without this special order fee
being appliedI have done the math in full twice and I guarantee you this is a
fact
I apologize that the miscommunications between us and our
trucking dispatchers resulted in confusing arrival time information for youIt
is never our intention to make our customers frustrated or cause feelings of
aggravationWe do our best to track the delivery trucks using *** systems that
constantly recalculate based on our trucks locations but there are events that
can and do delay our teams arrival that are beyond anyone’s controlThese events
include but are not limited to traffic delays, issues with complex assembly of
certain furnishings on other stops, building restrictions we are spontaneously
made aware of for other stops, and automobile accidentsFor these reasons we
do explain, in many written forms, that the estimated timeframe we provide is
not a guarantee for any delivery
*** I sincerely thank you for making this complaint so
that we can continually work to improve our customers experience with us on an
overall basisBobs Discount Furniture prides itself on offering our customers the
best quality merchandise for the best price point possibleIn the event of a
failure we work to make our customers concern right by fixing the failure they
have experiencedOur records do reflect that your item was received today in
good condition and if there is anything else I can be of assistance to you with
at this time I encourage you to communicate this need to me via this channel
that the Revdex.com has set up for us
Kind Regards,
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good Afternoon Revdex.com,
size="3">
Please pass on our sincere apologies to this customer for these issues. We have set the paperwork for the vanity to
be exchanged and get this customer a brand new one.
I was able to speak
with our insurance partner as well. They
said they had offered to repay the customer for the cost of the damaged perfume
bottles, but the customer refused, stating they were working with the Revdex.com. We will refund the customer in the amount of
$for these two damaged bottles. The
paperwork has been created; the customer can either call the store or customer
care to schedule the exchange and to add the credit card information to the
return. Either card used on the original
sale can be refunded
We are very sorry for
the damage and the pain the glass dropping has caused the customer
Kindest Regards,
Tracy NS***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">I reached out to *** by phone and email todayI am eagerly
awaiting his response through either of these channels so I can help him solve
his concerns on a more direct basis
Please see my email (below) to *** this morning (5.22.2014):
From: *** *** Sent: Thursday, May 22, 9:AMTo: '***Cc: *** ***Subject: In response to your Revdex.com claim: ***: Bobs Discount Furniture
Good Morning ***,
My name is *** and I work for Bobs
Discount Furniture as a Corporate Customer Care LiaisonI have just finished
leaving you a voicemail with my information and if your open to it I’d like the
opportunity to help you directly in resolving your concerns
Please give me a call or respond to me
through email and I am so sorry for all the frustration you have had to deal
withIt should never take this long for any of our valued customers to receive
recourse
Thank you for your time *** and I look
forward to hearing back from you,
Thank you
for the opportunity to make it right Revdex.com,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I truly apologize for the poor experience that our customer
had with the *** company while trying to report this concernOur records
do not indicate that this customer has made any attempt to directly reach out
to Bobs Discount Furniture for resolution prior to filing this complaintI absolutely
understand our customer’s frustrations in this scenario and maintain full
confidence that had we been provided with an opportunity to directly help our
customer we would have satisfied our customer without the need for escalation
I have contacted our customer today (7.15.2014) on the phone
number provided within this complaint to discuss the options for resolution we
have availableI had to leave a voicemail and asked that our customer contact
us back at ###-###-#### to discuss the options for resolution we have
available for the sleeper sofa frame
Good Morning Revdex.com,
face="Calibri">We apologize that this customer is so unsatisfied with our
return and cancelation policyWe try very hard each day to honor our customer’s
requests to the best of our ability while still seeking to balance the needs of
our business The second page of the
sales invoice, which is routinely signed by the consumer prior to leaving our
retail location, has clear and concise information regarding our refund and
cancelation policies
The first line listed under ‘Refunds and Cancelations Policy’
indicates why we are unable to take back the power bed bases. Furthermore, in this customer’s scenario we
have fully honored the ‘Mattress Satisfaction Policy’ we expressed (whether it is
by written and/or verbal confirmation) at the time of salePlease note that as
the power bases act as the mattress’s foundation it can also be concluded by
most third party views that we list these as not eligible for return within the
‘Mattress Satisfaction Policy’ (I have highlighted and underlined this point
for your review)
REFUNDS
AND CANCELLATIONS POLICY
You may
request a full refund on orders for stocked merchandise at any time up until
the time we deliver the merchandise to you or until you pick it up
MATTRESS
SATISFACTION POLICY
Our goal is
to do our best to ensure that you are happy with your mattress purchaseIn the
unlikely event that your mattress has a factory defect, we will replace it
during the stated manufacturer's warranty periodIf you are unhappy with the
comfort of your mattress after having
slept on it for thirty (30) days, please call our Customer Care Center at
###-###-#### within sixty (60) days of your delivery and one of our
representatives will arrange for you to make a onetime re-selection on your
mattress onlyFoundations within the
same manufacturer are not included
in our Comfort Assurance PolicyWe will charge or credit you for any
price difference between the original and the re-selected mattressesCredits
will be issued based on the original method of payment via the guidelines
stated aboveWe will charge you our prevailing re-delivery fee to cover the
costs of delivery for the re-selected mattress and piof the original
mattressIf you do not re-select another mattress, we will refund the full
purchase price less our prevailing delivery fee
Speaking strictly on logic now, our records reflect that this
customer is seeking to return the mattresses because they are uncomfortable
The power bed bases or foundations would have no bearing on the comfort or feel
of the mattressWouldn’t the consumer benefit more by reselecting to a
mattress that they felt was more comfortable? Bobs Discount Furniture offers
the best mattress satisfaction policy industry wide
As a business we have not failed this customer, we delivered the merchandise
that this customer selected in the condition we promisedOur policies are
clearly notated on the documentations the customer was provided and we respect
the authority of these policies and procedures in honor of keeping all
resolutions fair and adequate for all consumers alike
We do appreciate the mediation assistance of the Revdex.com and apologize
to the customer again that we have no further recourse to offer relating to
this concern
Kindest Regards,
*** ** ***
Bobs Discount Furniture
*** *** *** ***
Good Morning Revdex.com-
size="3">
Please pass on our sincere apologies that the
customer has both had to deal with issues with the set and also having delay
and miscommunications.
I see at this time we do have a service technician
set to come out on 3/18/16. I will
checking back on the tech report on Monday 3/21/to see if he was able to
adjust the pieces or if he found there to be any manufacturing defects on the
set.
If the tech does find there are any manufacturing
defect that can not be corrected with either service or parts we will be offer
alternative recourse.
SERVICE
POLICY
We
guarantee that our new products will be free from factory defects for one year
from date of delivery or pickupOur mattresses and motion furniture may carry
additional factory guaranteesYou must report any factory defects to our
Customer Care team within one (1) year of possession, and a Customer Care
representative will schedule one of our Service Technicians to inspect the item
and service it to factory standards at no cost to youIf the Service
Technician determines that the factory defect is not serviceable, we will
replace the affected item, one timeIf the item is no longer available, you
may reselect to other merchandise or we will refund the purchase priceIn the
event of a reselection we will charge or credit you for any price difference
between the original and the re-selected itemMerchandise purchased from our
“Pit” or Clearance Centers that is not brand new/factory fresh is excluded from
these factory defect guaranteeswear and tear or customer-caused
problems are also excludedService can only be provided within our serviceable
area to the original purchaser as stated on your sales receipt
Kindest
Regards,
Tracy
S***
Corporate
Customer Care Liaison
Bob’s
Discount Furniture
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
Good morning Revdex.com
Let me just start by saying I am disgusted by the reply from
Bob’s discount furnitureI did not purchase my living room set for more than
50% off also the set that I purchased was on their sales floor right in front
of their dinning roomThe fact that I contacted them in a week of having the
merchandise advising them that the merchandise hurt my child, which should be
safe for my homeLet me also had two months ago to be exact my mom was in the
hospital I bought her reclining chair from Sears off their sales floor the
chair was defective and Sears went above and beyond to make sure my mom had a
safe chair in her home I am not looking for a refund from Bob furniture store
however I think it’s extremely unfair for them to brush it off the fact that my
child got hurt by their product and stating that I paid less than 50% off for my
merchandise is really upsetting the set was 50% off of is 399.50 which I paid plus tax it’s unfair for them to
say there’s no warranty there’s no recourse and theirs nothing they can do
about it I contacted them within a week of having the merchandise I did not
contacted them a year later six months later or seven months later so they need
to resolve this situation the main reason why I am stressing it because I had
defective merchandise in my household which I purchased from them so why are
they trying not to do something about itStating that they offer best effort
what this effort the technician came out and all he needed to do was put the
springs back where they came fromThe fact that I told them that my daughter
got hurt they should not even have send a technician out they should’ve gave me
a credit to get something that is safer for me and my family why are they
trying to run away from this situation which is at hand that I don’t
understandNow I know for sure I will never shop at the store anymore I’ll
make sure I take my business elsewhere because I know if it was the another
company I would not have this problem I have seen thousands of complaints about
Bob’s discount furniture product and how they conduct business and now I
understand I hope they take in consideration that my child got hurt and I
reported the incident in a weekI think its only fair for them to give me
credit so I can get something safe for my family and me
Thank you
Good Afternoon Revdex.com-
We are very sorry for any confusion or
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was delivered
in April and at the time of purchase the customer purchased the option of
Goof Proof Plus.
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.
On every sales order reviewed and signed at time of
purchase, it does clearly state that the plan for accidental damages goes
through a company called ***. The
flyer given to every customer at time of purchase also states which company to
call for which damages. We have attached
those. *** is not a division or
part of Bob’s. It is a carrier for the
protection plan in reference to accidental damages. Any damage resulting from a single accident has
to be called into ***. Bob’s can
not act as an agent on behalf of the customer when reporting the damage.
As this damage is localized to a single area of one side
chair and there is a part available to replace this damaged piece we have
ordered that part to be shipped from the manufacturer. The manufacture does require a week ship
time. The part will be sent directly to
the customer at the address on this complaint.
Once the part is received the customer can call in for the
installation.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and will accept the resolution
Sincerely,
*** ***
Good Afternoon Revdex.com,
I have spent an abundance of time over the past two
days researching *** concern and request for assistancePlease provide
*** with my apologies for the stress that I am sure she is experiencing off
of the continued responses she has been receiving through our Corporate
Liaisons and Customer Care Management staffBobs Discount Furniture cares very
much for every one of our customers and we are very willing to offer our
customers resolutions when the scenario allows our business the opportunity to
do soWe ensure all of our customers are treated fairly by carefully reviewing
each complaint we receive and in ***’s case regretfully we are unable to
offer recourse for her concerns
As *** has stated in her posting to you, she is
outside of her warranty through Bobs Discount FurnitureRegardless of warranty
status Bobs Discount Furniture is open to listening to our customer’s concerns
and researching all avenues available to us to help our customers resolve
problems with their productWe listened to *** several times and *** has
spoken directly to the highest level of Customer Care we have available over
the past two business daysWhile researching ***’s claim we discovered that
the stories she is providing of how this damage occurred increasingly differ
from person to personFor instance, *** reported to the *** company
that the damage to the springs and seats was caused by children jumping on the
furniture, yet she reports to us that this is a defective itemThere are
several other instances of varying reports provided through her excessive
written and verbal communications to usUnderstandably we are now concerned
about the legitimacy of ***’s complaints and the nature in which these
concerns originated from
In speaking with Customer Care Management ***
became extremely combative and unreasonable, she began demanding that we
replace her merchandise or send a technician to her home in a disturbing
mannerAgain, trying to seek out any resolution for our customer’s concerns we
agreed to have our Service Manager review the photos *** sent to usIn
reviewing these photos our Service Manager, who has nearly two decades of
factory knowledge training and execution, agreed with our initial apprehensions
to send a technician to repair this productThe photos depict an immense
amount of accumulated damages that combined with ***’s report to ***
lead one to believe that this merchandise has not been receiving a
amount of wearWhen a continued amount of pressure and wear is applied to the
seams of upholstered fabric over an extended period of time the seams will no
longer be able to maintain the strength they were built with, this is a fact of
furniture production and reaction to its environmentThe pictures I am seeing
lead me to consider that the seams of ***’s furniture are reacting to the
wear that has occurred to them during the nearly three year period they have
been in the homeI have attached a document containing photos we received of
this merchandise and a document that we obtained from *** for your review
The denial result that *** received through the
*** company seems fair because with any protection plan there is a
reasonable expectation that the merchandise you are making a claim for has been
kept in good condition prior to the accident occurringThe information ***
provided to *** indicates the product suffered damage from an intentional
action done to the product*** considers this abusive and it is within
the guidelines of their protection plan that acts of abuse, accumulated
damages, or neglect will result in a denial of coverageA review of the photos
also indicates multiple instances of staining has occurred to the furniture
*** does cover stains on merchandise should they be reported within the
parameters of the protection plan purchased*** is a national company and
serves as a great resource for customer caused accidental occurrencesAs
*** serves many customers and many other furniture retailers it is
rational that the protection plan they offer has exclusions to its coverage
*** has
recently begun antagonistically emailing several members of our staff implying
that we only sell defective product to our customers due to complaints she has
found in her research after receiving a result of no recourse from usI do not
deny that Bobs Discount Furniture receives customer complaints and a deeper
look into the amount of business we accomplish everyday and every year verse
the complaints we receive does indicate that a very high scale of our customer
base is satisfied with the merchandise and services they have received from
Bobs Discount FurnitureIt should also be considered that in reading the
majority of customer’s complaints the facts of our customers accounts such as
possession time, warranty status, and history are never displayed by the
customer in a manner that sheds a good light on the company in questionBobs
Discount Furniture prides itself on providing our customers with the best
quality furniture for the price and we continually work to resolve our
customers concerns using empathy, professionalism, and careLike any other company
we do make mistakes and when it is appropriate to do so we take full ownership
for our mistakes and work above and beyond to make our failures right by our
customerAs a business Bobs Discount Furniture has not failed ***, a
business cannot be expected to take responsibility for damages that occur
beyond their own control and outside of an associated warranty period We are an honest company and we do not swindle
our customersVisit one of our showrooms and you will notice that displayed in
front of our living room sets we keep informational placards containing the
material and frame make up of the setIf there was a way to offer ***
recourse for her concerns that would balance the needs of our business with the
demands she continues to assert upon us, I assure you that we would have
offered our customer recourse at this point
Bobs Discount Furniture thanks the Revdex.com for their
mediation assistance
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good
Afternoon ***,
I
apologize if my first response left you feeling unsatisfied and I do understand
what your desired settlement isI have completed extensive research in the
past days and I am truly very sorry that Bobs Discount Furniture is unable to
take responsibility for the damage you have located on your floor
We
have made you an offer of monetary compensation as an apology and I stand
behind this as a fair offer for resolution given the specific details of your
claimIn addition to my original offer, we can add $to your monetary
refund as a further form of apology for the lack of care and appropriate
service you received from our Customer Care DepartmentI have investigated the
information you have provided me in regards to our agent and I thank you for
brining these performance concerns to my attention
Please
respond and let me know if you would like to accept the monetary refund of
$
Thank
you for your time and I apologize so much of it has had to go towards resolving
this concern,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon *** and Revdex.com,
We are very sorry that the
delivery was not able to be
completed. We would not expect our team
to conduct themselves as anything less then professional. The team called because they were running
early. We do require that delivery teams
wait ten minutes from the beginning of the assigned timeframe. Our records indicate that the customer’s
timeframe began at 12:30, so the team was required to wait until 12:40. If the customer is not home, or the person in
the home is unwilling to allow them to complete the delivery they are required
to move on to the next stop. We can not
make allowances for someone asking the team to wait longer. Every customer on the route is given a
timeframe, if every customer asked the team to wait; we would not be able to
complete deliveries within allotted timeframes.
We are very sorry that the customer was not satisfied with
the delivery teams conduct. We hope to
redeem ourselves in the future
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Complaint: ***
I am rejecting this response because:
I dont believe the $is an acceptable form of apology to make up for all of the trouble I went through and the fact that the furniture still isn't working properlyThis has been a disgusting form of customer service
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
I did upload pictures as they told me to doThey just did not wanted to honor the warranty and are giving excuses by saying its a third party and warranty money can not be refunded
Sincerely,
*** ***
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I am truly very sorry for the amount of frustration Mr
Rodriguez is experiencing due to the multiple delivery attempts he has been
asked to take to receive his product in the condition he expectsI fully
acknowledge the reasons why *** *** is seeking a refund and I agree that
we should work outside of our policies and make an exception to our established
company guidelines
Our refund policy is clearly listed on the second page of
*** ***’s invoice and I apologize that he had any trouble locating itIt
is nearly the first line on that page and I have copied and pasted below from
the electronic version of his sales receipt for your review:
Invoice
Number:
***
Track your
delivery onlineGo to www.mybobs.com/deliverytracker
REFUNDS AND CANCELLATIONS POLICY You may
request a full refund on orders for stocked merchandise at any time up until
the time we deliver the merchandise to you or until you pick it up
*** *** accepted this merchandise into his possession on
Therefore, he would not be eligible for a monetary refund based on
the terms he and/or the account holder agreed to at the time of purchase
As stated above, we are willing to provide *** *** with the
option that he seeks however I feel compelled to educate *** *** that the
option he seeks will cause him the most inconvenience and that is the last
thing we want to doBy not offering *** *** a refund our customer care
team has been ensuring him the best care possibleI cite this fact because *** *** refund cannot be processed until we physically remove all products
from his home and that product has been checked back into our CT distribution
centerFactoring in processing time for his credit card company to post the monies
back to him after we have completed our end, the customer could potentially be
looking at no dining room set and no monies for weeksClearly we do not want
to force our customer’s into this predicament after they feel we have failed
them already
If *** *** would prefer we can offer him an alternate
resolution to refunding that causes less stress on himIf *** *** agrees
to keep the dining room set he has in his home (AS IS) we can provide him with
a 30% monetary refund based of the price he paid for the dining room set (we
refer to this as a concession to keep)As a courtesy to *** *** we can
keep his one year manufacturing guarantee through Bobs active on this dining
room set even though we are discounting its retail priceWe do advise that we
would not be able to warranty the already reported concerns he has had with his
current dining room setHis Bobs Guarantee would cover any additional factory
defects that may show up after months of use
Please let me know how *** *** would like to proceed as we
can offer two different options for resolution to him
Kind Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
I put that stuff in the drawers after they were already off the track and I even told your technician thatI have nothing but problems when it comes to your companyEven though I had problems before I still gave your company another chanceI will not pay for new drawersSo your also telling me that the pole in the middle of the bed sitting crooked wasn't on accident? I had to put wood glue in the hole where the screw goes to temporarily hold itThis bed falls apart more and more everydayYou are trying to cover up the horrible quality of your productsI will be sure to spread the word to everyone I know and social media about your lies and how you rob your customers by selling them an "insurance" plan that doesn't cover anythingYou will lose a lot of customers along with me who unfortunately I furnished my entire apartment with your companyI'll be sure to bring ny business to a legitimate company next time
Sincerely,
*** ***
Good Afternoon *** ***,
Thank you for choosing Bob's Discount FurnitureI apologize for the issues you encountered with the Goof proof planAt the time you purchased the plan, our company was converting to new retail computer software, as with most computer
upgrades there is almost always room for errorWe slowly became aware that some plans were not uploaded and/or converted to *** computer systemWhen Consumer's began to express concerns similar to yours, we immediately transmitted their proof of purchase to ***
The goof proof plan is designed to provide coverage against most common types of in home accidental damage, when properly reportedBob's Discount Furniture does not have the authority to overturn a denied claimWhile our failure to properly transmit the proof of purchase had nothing to do with your claim denial, we would like to offer you two options, (1) depending on where the rip is, we may be able to order a replacement part at no charge, (2)cancel the goof proof plan and issue a refund
Your business is appreciated and we apologize for any inconvenience we have caused you
Sincerely,
*** ***
First off the lack of a phone call from cooperate tells me just how important your customer satisfaction is to your companyLack of talking with me gives you insufficient evidence of what I have actually been throughMy first appointment was for a repair and then was cancelled because an employee at bobs did not imput the correct address and instead of going min more up the road it was cancelledSpoke with a manager she advised that I replace the whole trundle bed which would in fact use my one time replacement on the *** ***I said okayHaving a delivery rescheduled for the next weekWhen that delivery came it did not have minor imperfections it had major ones that were pointed out by your delivery driverI DID call with the delivery people still at my property along with them calling On a different phoneNOT once was I advised to take itSecond delivery came same exact storyIf I am using MY ONE time replacement why would I take furniture that was in less condition than the one year old piece of furniture I had in my home! I did speak with a manager on Monday who said I can go to the store and pick something out only to ask if I go to bunk beds would that be covered she advised me I would have to pay delivery and *** *** which I was okay withThen gave me back to sales person only to tell me I could only spend and everything else is out of my pocketAsked to speak back with manager because this is not what she told me because I specifically told her bunk beds, only for her to be like no I never said that, but in fact she did! I honestly have lost all faith in bobs, I would like to update my children to the Colorado bunk beds with stairs because I No longer have faith in the trundle bed, and I would like bobs to cover them in fullappointments, countless phone calls, missing time with my children while they are on vacation due to lack of support and caring on bobs part I honestly think this is the least they can do to rectify the situation that Bobs created
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,
*** ***
Good Afternoon Revdex.com,
Roman">
Please pass on our apologies to *** for the inconvenience
the delivery team’s negligence has caused and may continue to cause to she and
her familyWe assure *** that his property claim has been correctly filed
with the third party trucking company involved and we will ensure the obvious
coaching concerns presented are addressed accordingly
As ***’s property claim is being handled by the trucking company
that caused the damages, *** can expect follow up from that third party and
not Bobs Discount Furniture directlyPer our contractual agreements with this
trucking company they are responsible to process resolution on their claim
prior to Bobs Discount Furniture asserting ourselves into a situation where it
is most likely unnecessary
I have sent a message on ***’s behalf to our Delivery Managers
and the trucking company involved in this claim to please contact him as soon
as possible
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">As of yesterday our records reflect that our
customer received a delivery of his tables in good conditionWe are very sorry
for the amount of time that our customer had to take out of his life to finally
get this merchandise in good condition and we certainly take responsibility for
the product failures of our manufacturersWe are able to offer compensation
for our failures and not for a person’s timeBased on our customer’s poor
experience we recognize that we should work above and beyond our
procedures to make a satisfactory and fair offer for compensation
While it is not procedure to do so we can offer to
provide a monetary refund to our customer for $as an apology for our
failures during his delivery process
Please let me know if our customer will accept this offer as
I am eager to help him resolve his concerns
Thank You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I am very sorry for the terrible experience you have endured
while seeking resolution for a concern that started from a defective piece of
furnitureOur records reflect that your redelivery was successful with no
concerns today (9.03.2014) and I am genuinely as disappointed as you are in the
poor performance you have outlined as occurring during your other delivery
attemptsWe do not find this type of behavior acceptable on any level and absolutely
hold our delivery teams accountable for negative actions that impact our valued
customers
In regards to the ‘Special Order’ fee you originally paid
when selecting the sofa that could not fit into your residence, that fee of
$was applied to the new (more expensive) sofa with chaise you selected in
place of the original choiceIn essence this fee was refunded to you because it
was applied to your chosen upgrade and in turn the new cost you were charged on
was less money then it would have been without this special order fee
being appliedI have done the math in full twice and I guarantee you this is a
fact
I apologize that the miscommunications between us and our
trucking dispatchers resulted in confusing arrival time information for youIt
is never our intention to make our customers frustrated or cause feelings of
aggravationWe do our best to track the delivery trucks using *** systems that
constantly recalculate based on our trucks locations but there are events that
can and do delay our teams arrival that are beyond anyone’s controlThese events
include but are not limited to traffic delays, issues with complex assembly of
certain furnishings on other stops, building restrictions we are spontaneously
made aware of for other stops, and automobile accidentsFor these reasons we
do explain, in many written forms, that the estimated timeframe we provide is
not a guarantee for any delivery
*** I sincerely thank you for making this complaint so
that we can continually work to improve our customers experience with us on an
overall basisBobs Discount Furniture prides itself on offering our customers the
best quality merchandise for the best price point possibleIn the event of a
failure we work to make our customers concern right by fixing the failure they
have experiencedOur records do reflect that your item was received today in
good condition and if there is anything else I can be of assistance to you with
at this time I encourage you to communicate this need to me via this channel
that the Revdex.com has set up for us
Kind Regards,
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison