Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have reached out to this customer via the telephone number
she has cited in her complaint
I was unable to reach the customer today (5.23.2014) so I
left her a voicemail with my direct phone number and I look forward to hearing
back from *** so I may help her resolve her concerns
Please let our customer know that she can also email me if
she prefers that way of communication at ***
Thank You
for the opportunity to make it right,
*** ** ***
Customer
Care Corporate Liaison
Bobs
Discount Furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I spoke with *** at the customer service number this morning at 8:and have scheduled a pickup of the mattress, box spring, and frame on Thursday, August 13th I agree that the original delivery fee still stands, but I authorize NO pickup charge for this mattress/box spring/mattress I will contact the customer service line next week to assure that a credit is issued to the credit card to which the purchase was originally made.
Credit which I should be issued is for the mattress/box spring/frame ($+ $plus applicable sales taxes)
Sincerely,
*** ***
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We spoke with our customer today (10.23.2014) via phone and
we reached a satisfactory agreement for the customer to return to our showroom
and reselect new merchandise
We apologize for any and all inconveniences these product
concerns have caused our customer and thank our customer for her continued
business
Good Afternoon Revdex.com-
We sincerely apologizeI went through the past exchanges and I do
see the same issue noted in those. I am
so glad that we can offer resolution based on this information. I tried calling both numbers on the account
to offer my apology in person for my error
We can offer this customer’s choice of options-
We can offer a reselection credit based on the
amount paid. This would fulfill the Goof
Proof warranty as it only allows for a one time replacement. We would create the credit, the customer
would go back to store to reselect, the store would use the credit towards the
new merchandise, we would wave the new delivery feeWhen the team deliveries
the new merchandise they would remove the *** set
We can offer a concession to keep. This would be a percent back as a
refund. You would be keeping it with no
effect on the warranty. If the only
issue at present is the bottom, this might be an option that will work for
you. We can offer you a refund of $
as a corporate check
If you would like to accept one of these offers, please respond
with the offer that would work best for you and I will create the
paperwork. Thank you,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
The business has provided a refund check and $gift card If they honor the additional $dollar gift card I would consider this to be resolved
I do think Bobs needs to seriously step back and take a look at their customer service because it should not have to resort to Revdex.com inquiries in order to get a suitable resolution
Moreover, the delivery logistics need to be dissected Simple google searches yield nothing but problems with the delivery process, and while I understand this happens, its too often
and handling any purchase/delivery disaster initially for a $order with a $gift card is not the way to go
I will end this by saying this process has been an over month headache, but I am happy to see a further handling of my concern and an honest answer finally from Bobs I was not expecting anything more in reference to my complaint, but I am glad to have heard back
Sincerely,
*** ***
Please pass on my sincerest
apologies to this customer for the product concerns that have been causing him
stressAs explained in his complaint we have made more than a valid effort to
address and confirm what recourses were available for his specific concernWe
brought the same exact item out to him on and the same issue is still
presentRegretfully, sending this customer another exchange for the same item
is not going to correct the concern he hasEven after we honored his request
on we sent our technician to his residence to confirm or deny what the
customer was seeing as a defectAs a business and in the best interest of our
customer we are unable to schedule another exchange for the same merchandise
The odds are in favor of this issue still being present and as we are not manufacturing
these items ourselves we do not want to risk wasting any more of our customer’s
valuable time
In an effort to satisfy our
customer we can offer the following options for resolution:
Option #1: Concession to keep
as is-
We can refund the customer 10% of
the original cost of the sectional to keep these pieces as isAcceptance of
this option would not affect his Goof Proof Plus Plan and the monetary refund
would be credited to his original method of payment
-OR-
Option #2: Reselection to a
different living room set-
We can place a store credit in
our system to reflect the original cost the customer paid for the sectional and
his newly purchased Goof Proof Plus PlanThe customer will then have two
months to return to any of our showrooms and select a different living room set
that may fit his needs betterWe would remove the sectional and deliver his
new items on the same day so we have as little impact to his life as possible
Please apologize to this customer again for me
that he has had to spend so much time trying to get this issue resolvedIn seeking
to address his concern we do not want to disappoint him further and bringing
him the same merchandise could cause him more inconvenience
Please let me know how this customer
would like to proceed after reading our response
Kind Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
size="3">Please pass on our apologies for the disappointment the
customer cites to have experienced while requesting that we update their sales
records with***We assure the customer that we care very much about
taking ownership for the agreements we have made to any customer and will address
the coaching concerns our customer has presented to us with urgency
In regards to the *** claim the customer has opened for
the accidental damage, this claim is currently being handled directly thru the*** company
Under claim #*** the *** company cites that they
have been trying to reach the customer by phone continually since to
discuss the claimTheir records cite that the customer’s telephone number goes
straight to voicemail and does not even ring; they are unable to leave a
message because the message machine indicates that it is at capacity
I have attached the letter that the*** company has
mailed to the customer as of today (1.22.2015) for your review as well as the
customer’sThe *** company has been trying to dispatch a service
technician to the customer’s home to address the concern she reported to them
Given the partner agreements we maintain with this third
party company we are not permitted to insert ourselves into a claim that is
actively being handled by their companyAt this time we encourage the customer
to respond to the *** company via the directions provided in the attached
letter
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Good
Afternoon
***
I
am very sorry for the disappointment you are experiencing with your bonded
leather setI assure you that Bobs Discount Furniture cares very much to
satisfy all our customers and we stand behind the quality of our products even
after the expiration of our one year guarantee period
Bonded Leather offers the look of luxury at a much more affordable price point
and as its name depicts, bonded leather is
real leather that is adhered (or bonded) to a fabric backing with a strong
adhesiveOver time and with any amount of usage the heat from our bodies and
friction from use causes expansion of the molecules that join the bonded
leather to the fabric backingBonded Leather is manufactured the same way
industry wide and peeling over time is not isolated to the bonded leather
products we sell at Bobs Discount FurnitureIf you continue to
purchase/maintain bonded leather furniture in your home regretfully peeling can
occur based on the nature of this material’s manufacturing process You
have had this set for over four years and in that four year period our records
indicate that you had not reported any issues before January The Bobs
warranty on your merchandise expired over three years ago and as this concern
does not stem from a factory defect in the product’s workmanship and is viewed
as wear and tear industry wide, we are able to make a store credit offer
to from a place of extreme courtesy and careAs with most protection plans the *** ***
Plan purchased does not cover wear and tear this courtesy option is not
in relation to the plan purchased as it is being offered to you by Bobs
directly
If you would like to reselect to a different set, made of a different material
that may fit your furniture needs better we can offer to credit you 60% of the
original cost you paid for both the *** sectional, this would be a
reselection credit. We would waive a new
delivery fee and expect to pick up the *** set when we deliver the new
pieces
Please
let me know if this option for resolution is acceptable to you and I will
process the necessary paperwork and have our retail location contact you to
make you aware of your available credit
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this
customer during their experience with usI can certainly understand the customer’s
frustration with us. I have reached out
to our Accounting department. At this
time, the paperwork has finally been correctly processed and the check will be
cut and mailed 9.21.16. We are sincerely
sorry for the errors that have caused this delay. As a token of our apology I am issuing a Bob’s
Ecard to this customer. This customer
will receive a $Ecard to the email on this address is to business days
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
face="Calibri">Please pass on our sincerest apologies to our customer and
assure them that we take full ownership for the failures that have occurred to
cause them so much frustration
As we are willing to review this customer’s concern and
desired settlement at an escalated level I have personally made an effort to
contact this customer directly on the phone number provided to the Revdex.com
I was only able to leave a voicemail this morning
(11.24.2015) and have provided the customer with my direct phone number for
further follow up on this concern (###-###-####)
I am looking forward to speaking with our customer directly
at their earliest convenience
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
I feel that the only reason I am getting any type of response from Bob's is because of my complaint through the Revdex.com, which should not have gone that far A Bob's representative named *** called me and stated I would receive an overnighted check that I would be able to pick up from the *** ** store on Saturday not Friday Bob's tells people what they think people want to hear instead of the truth Why tell the Revdex.com that the check would be there on Friday when that's not the truth? I'm very unhappy and dissatisfied with the entire outcome, but I guess it doesn't matter because Bob's chose to do things their way instead of the correct way I guess I have no choice but to pick my check up on Saturday instead of today Friday April 24th as stated in Bob's response, after waiting days
Sincerely,
*** ***
Good Afternoon Revdex.com,
"margin: 0in 0in 10pt;">Please pass on my sincerest apologies to this customer, after
reviewing the account I agree with this customer that her frustrations are
completely our faultWe will be happy to refund this customer’s total purchase
price in an effort to make it right by working above our polices and
procedures
Please advise the customer that the next step in the refund
process is to contact our retail locationAs this is a financial transaction
we will need the original credit card used provided to us again at our store
levelIf it is easier for our customer, physically going into our retail
location is also an acceptable way to complete the processing of the refund
The customer’s total refund is made up of two different order
numbers and she will be asked to provide bothThis order number is the refund
for her merchandise: *** and this order number represents the delivery fee
refund: ***
Here are some directions on how to contact the store for these
requests:
o
Anytime after 10am and before 9pm
(11am -7pm on a Sunday) Dial ###-###-####
o
Press the number one (1) on your
keypad when you hear Bobs voice
o
When the office person picks up
explain that you are calling to get a refund processed to your credit card and
provide them these order numbers: *** & ***
o
At that point they will take the
credit card information from you and complete the processing
Thank You,
*** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning
Revdex.com-
We are very sorry that you have not heard back from the depot
concerning payment, they had submitted the claim for payment to their insurance
company for processing. The depot was
very surprised when I reached out today to let them know it was not
rectified.
The insurance company will be reaching out today to explain to the
customer when they will receive payment
Kindest
Regards,
Tracy
S***
Corporate
Customer Care Liaison
Bob’s
Discount Furniture
Good Morning Revdex.com,
Please pass on my continued apologies to our customer, we
are truly very sorry that our customer feels so let down by us and would appreciate
an opportunity to earn her trust back in our businessWe can take the
merchandise back for store credit as we are unable to offer a monetary refund
in this casePlease let our customer know that should she accept our offer for
recourse, we can set up the credit for a reselection and she may select any
item from the show room if she is not satisfied with our other consolesIn
response to the delivery fee concern, we would not ask this customer to pay a
new delivery fee should she accept our optionWe would schedule the new sale
of merchandise she selects for delivery on the same date we remove the damaged
console from her home
Please let me know if our customer will accept this option
for resolution
Thank You,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on my sincerest apologies to this customerAs a bed
is considered a necessary item I can completely understand why he would have
made a repair to keep the bed in working order and I apologize again that he
was met with such a lack of care when communicating these concerns to us
At this time our records reflect that this customer has gone
forward with purchasing and picking up a new set of railings for his bedIn an
effort to offer this customer some type of satisfactory resolution we have
placed a refund credit into our system for the total price he paid us for these
bed railings
Please send our customer the below instructions on how to contact
our retail location to get this refund credit processed to the credit card he
used to purchase these rails
o
Anytime after 10am and before 9pm Dial ###-###-####
o
Press the number one (1) on your keypad when you hear
Bobs voice
o
When the office person picks up explain that you are
calling to get a refund processed to your credit card and provide them this
order number:
o
At that point they will take the credit card
information from you and complete the processing
Thank you
for providing us with an opportunity to make it right,
*** ** ***
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Good Morning ***,
class="MsoNormal" "margin: 0in 0in 10pt;">Our records indicate that as of your concern has
been satisfiedYour account with Bobs Discount Furniture indicates that a store
credit has been entered by our Goof Proof LiaisonThank you for purchasing our
Goof Proof Protection plan as it is a very valuable option and is currently
covering the cost of completely replacing your Sofa/Loveseat/Wedge after many
years of useI apologize that you were met with any inconvenience while
seeking to resolve your concerns and I assure you that Bobs Discount Furniture
truly appreciates you as our valued customer
Please contact our customer care office at ###-###-####
should you have any further questions concerning the open credit you currently
haveFor your records, the credit number is reflected as: *** within your
account
Kind Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID***In response to the comment made in regards to me having to use a blow up mattress to sleep, I purchased a mattress through a separate company and was not going to use a brand new mattress to sleep with on the floor so therefore another form of a mattress to use to sleep was needed Also I will call customer care once my delivery is completed to address that I will not be paying for a delivery charge due to the inconvenience of my sleeping condition and also taking a half a day off from my busy work schedule to wait around for my delivery today
Sincerely, *** ***
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
In regards to what they offered us
Offer You can wait for the delivery (2/22/14) and once the delivery is complete we can refund the delivery fee ($199.99) & the SPC order fee ($39.99) back to the *** *** accountAs far as waiting for delivery of the originally ordered furniture there is no guarantee from anyone that it will actually come in on 2/22/14, so we could actually be waiting even longer! So we are not really thinking the options to just waive the delivery fee and the special order fee is sufficient, beacuse after waiting 30+ weeks for a special order that should be a given!
Offer 2... I can provide you with a reselection/ you can CXL the order you have now and you can select another set that Is in stock, and I will provide a gift card to apply to the account to cover the taxes that you would have saved on the sale from tax free week ($112.44), I will also waive the delivery fee for the set to be delivered
My husband and I went back to the Bob's store in *** ** this past weekend we looked at the furniture offered in stock, but none of the sectionals come in gray, so anything else new we would pick out would be a special order and we'd have to wait an additional 16-weeks for the new item, which we are definitely not going to do!
Offer 3... I know this is the last option Bobs wants to provide, but I do want you to know the option is there to CXL the orderI think this is the most ludicrous option of all what kind of store would rather you cancel an order, that you've waited almost months for rather then work with you, it was an obvious blatant mistake on their partit seems like the order wasn't put in on time and now they are trying to cover their own butts, when I spoke with the Manager at the store he told me they no longer make the set we ordered back in August and they couldn't even find us a picture of it it was that far out of production, so it leads us to believe that by the time they figure out they hadn't put in our order it was already out of production, because if it was out of production in August when we ordered it they would've told usit makes us VERY nervous about what we are going to receive now too
I've purchased other items from Bob's and I was planning on buying more furniture, but after this whole experience we are VERY tempted to cancel our order and NEVER purchase another item from the stores again, as well as telling anyone else who will listen about our AWFUL experience we have had!
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’s. I see the purchase was made in November
2011. At the time the sale was created
the customer purchased *** ***. This
*** *** plan offered the customer five years on accidental damages. Damage that occurred from an accident or
single incident would need be reported to ***. They would then access the damage and offer
recourse
This merchandise came with a one year
warranty against manufacturing defects. We
sent our tech out to perform a “Best Effort Service”When the service was
created we explained to the customer that we were outside of the warranty, but
we could have our technician come to the home to repair anything that could be
repaired with the stock supplies in the technician van. He would also access if the damage could be
corrected through a customer purchase part order
The technician reported that he was not
able to make any repairsHe did advise that he saw mostly wear for a
set that has been in the home for over four years. wear is not a defect and is not
covered under the warranty for accidents.
As this merchandise is far
outside of the one year warranty we have no recourse to offer
Kindest Regards,
Tracy S***
Bobs Discount Furniture,
Corporate Customer Care Liaison
Good Morning Revdex.com,
face="Times New Roman" size="3">
We are sincerely sorry that this customer is experiencing issues
with the merchandise that they purchased from Bob’s. I see the purchase was delivered in April of
2011. At the time the sale was created
the customer purchased *** ***. This
gave the customer five years of protection from accidental damagesThe
warranty for manufacturing defects was one year. This customer is considerably outside of the
one year warranty.
We sent a service technician out to the home on 3/8/16. When this was set up, it was made clear to
the customer that this was a “Best Effort Service”. We were happy to send the tech to the home to
repair whatever might be able to be repaired, but it would not include parts or
replacement. This was again explained to
the customer after the service was completed
In an effort to ensure our customer’s claim was handled fairly by
*** I was able to obtain the denial
reasoning in reference to this claim.
*** 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 claimNone of the issues were reported to *** as
verifiable accidents, for each damage, the customer answered that they did not
know how or when the damages occurred.
The customer admitted they were outside the policy limits for reporting
damages.
As this customer is far outside the one year warranty and we have already had a
Best Effort Service appointment, we are not able to offer any recourse to this
customer
Kindest Regards,
Tracy S***
Bobs Discount Furniture,
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have reached out to this customer via the telephone number
she has cited in her complaint
I was unable to reach the customer today (5.23.2014) so I
left her a voicemail with my direct phone number and I look forward to hearing
back from *** so I may help her resolve her concerns
Please let our customer know that she can also email me if
she prefers that way of communication at ***
Thank You
for the opportunity to make it right,
*** ** ***
Customer
Care Corporate Liaison
Bobs
Discount Furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I spoke with *** at the customer service number this morning at 8:and have scheduled a pickup of the mattress, box spring, and frame on Thursday, August 13th I agree that the original delivery fee still stands, but I authorize NO pickup charge for this mattress/box spring/mattress I will contact the customer service line next week to assure that a credit is issued to the credit card to which the purchase was originally made.
Credit which I should be issued is for the mattress/box spring/frame ($+ $plus applicable sales taxes)
Sincerely,
*** ***
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We spoke with our customer today (10.23.2014) via phone and
we reached a satisfactory agreement for the customer to return to our showroom
and reselect new merchandise
We apologize for any and all inconveniences these product
concerns have caused our customer and thank our customer for her continued
business
Good Afternoon Revdex.com-
We sincerely apologizeI went through the past exchanges and I do
see the same issue noted in those. I am
so glad that we can offer resolution based on this information. I tried calling both numbers on the account
to offer my apology in person for my error
We can offer this customer’s choice of options-
We can offer a reselection credit based on the
amount paid. This would fulfill the Goof
Proof warranty as it only allows for a one time replacement. We would create the credit, the customer
would go back to store to reselect, the store would use the credit towards the
new merchandise, we would wave the new delivery feeWhen the team deliveries
the new merchandise they would remove the *** set
We can offer a concession to keep. This would be a percent back as a
refund. You would be keeping it with no
effect on the warranty. If the only
issue at present is the bottom, this might be an option that will work for
you. We can offer you a refund of $
as a corporate check
If you would like to accept one of these offers, please respond
with the offer that would work best for you and I will create the
paperwork. Thank you,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
The business has provided a refund check and $gift card If they honor the additional $dollar gift card I would consider this to be resolved
I do think Bobs needs to seriously step back and take a look at their customer service because it should not have to resort to Revdex.com inquiries in order to get a suitable resolution
Moreover, the delivery logistics need to be dissected Simple google searches yield nothing but problems with the delivery process, and while I understand this happens, its too often
and handling any purchase/delivery disaster initially for a $order with a $gift card is not the way to go
I will end this by saying this process has been an over month headache, but I am happy to see a further handling of my concern and an honest answer finally from Bobs I was not expecting anything more in reference to my complaint, but I am glad to have heard back
Sincerely,
*** ***
Good Afternoon Revdex.com,
Please pass on my sincerest
apologies to this customer for the product concerns that have been causing him
stressAs explained in his complaint we have made more than a valid effort to
address and confirm what recourses were available for his specific concernWe
brought the same exact item out to him on and the same issue is still
presentRegretfully, sending this customer another exchange for the same item
is not going to correct the concern he hasEven after we honored his request
on we sent our technician to his residence to confirm or deny what the
customer was seeing as a defectAs a business and in the best interest of our
customer we are unable to schedule another exchange for the same merchandise
The odds are in favor of this issue still being present and as we are not manufacturing
these items ourselves we do not want to risk wasting any more of our customer’s
valuable time
In an effort to satisfy our
customer we can offer the following options for resolution:
Option #1: Concession to keep
as is-
We can refund the customer 10% of
the original cost of the sectional to keep these pieces as isAcceptance of
this option would not affect his Goof Proof Plus Plan and the monetary refund
would be credited to his original method of payment
-OR-
Option #2: Reselection to a
different living room set-
We can place a store credit in
our system to reflect the original cost the customer paid for the sectional and
his newly purchased Goof Proof Plus PlanThe customer will then have two
months to return to any of our showrooms and select a different living room set
that may fit his needs betterWe would remove the sectional and deliver his
new items on the same day so we have as little impact to his life as possible
Please apologize to this customer again for me
that he has had to spend so much time trying to get this issue resolvedIn seeking
to address his concern we do not want to disappoint him further and bringing
him the same merchandise could cause him more inconvenience
Please let me know how this customer
would like to proceed after reading our response
Kind Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
size="3">Please pass on our apologies for the disappointment the
customer cites to have experienced while requesting that we update their sales
records with***We assure the customer that we care very much about
taking ownership for the agreements we have made to any customer and will address
the coaching concerns our customer has presented to us with urgency
In regards to the *** claim the customer has opened for
the accidental damage, this claim is currently being handled directly thru the*** company
Under claim #*** the *** company cites that they
have been trying to reach the customer by phone continually since to
discuss the claimTheir records cite that the customer’s telephone number goes
straight to voicemail and does not even ring; they are unable to leave a
message because the message machine indicates that it is at capacity
I have attached the letter that the*** company has
mailed to the customer as of today (1.22.2015) for your review as well as the
customer’sThe *** company has been trying to dispatch a service
technician to the customer’s home to address the concern she reported to them
Given the partner agreements we maintain with this third
party company we are not permitted to insert ourselves into a claim that is
actively being handled by their companyAt this time we encourage the customer
to respond to the *** company via the directions provided in the attached
letter
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Good
Afternoon
***
I
am very sorry for the disappointment you are experiencing with your bonded
leather setI assure you that Bobs Discount Furniture cares very much to
satisfy all our customers and we stand behind the quality of our products even
after the expiration of our one year guarantee period
Bonded Leather offers the look of luxury at a much more affordable price point
and as its name depicts, bonded leather is
real leather that is adhered (or bonded) to a fabric backing with a strong
adhesiveOver time and with any amount of usage the heat from our bodies and
friction from use causes expansion of the molecules that join the bonded
leather to the fabric backingBonded Leather is manufactured the same way
industry wide and peeling over time is not isolated to the bonded leather
products we sell at Bobs Discount FurnitureIf you continue to
purchase/maintain bonded leather furniture in your home regretfully peeling can
occur based on the nature of this material’s manufacturing process You
have had this set for over four years and in that four year period our records
indicate that you had not reported any issues before January The Bobs
warranty on your merchandise expired over three years ago and as this concern
does not stem from a factory defect in the product’s workmanship and is viewed
as wear and tear industry wide, we are able to make a store credit offer
to from a place of extreme courtesy and careAs with most protection plans the *** ***
Plan purchased does not cover wear and tear this courtesy option is not
in relation to the plan purchased as it is being offered to you by Bobs
directly
If you would like to reselect to a different set, made of a different material
that may fit your furniture needs better we can offer to credit you 60% of the
original cost you paid for both the *** sectional, this would be a
reselection credit. We would waive a new
delivery fee and expect to pick up the *** set when we deliver the new
pieces
Please
let me know if this option for resolution is acceptable to you and I will
process the necessary paperwork and have our retail location contact you to
make you aware of your available credit
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this
customer during their experience with usI can certainly understand the customer’s
frustration with us. I have reached out
to our Accounting department. At this
time, the paperwork has finally been correctly processed and the check will be
cut and mailed 9.21.16. We are sincerely
sorry for the errors that have caused this delay. As a token of our apology I am issuing a Bob’s
Ecard to this customer. This customer
will receive a $Ecard to the email on this address is to business days
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
face="Calibri">Please pass on our sincerest apologies to our customer and
assure them that we take full ownership for the failures that have occurred to
cause them so much frustration
As we are willing to review this customer’s concern and
desired settlement at an escalated level I have personally made an effort to
contact this customer directly on the phone number provided to the Revdex.com
I was only able to leave a voicemail this morning
(11.24.2015) and have provided the customer with my direct phone number for
further follow up on this concern (###-###-####)
I am looking forward to speaking with our customer directly
at their earliest convenience
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
I feel that the only reason I am getting any type of response from Bob's is because of my complaint through the Revdex.com, which should not have gone that far A Bob's representative named *** called me and stated I would receive an overnighted check that I would be able to pick up from the *** ** store on Saturday not Friday Bob's tells people what they think people want to hear instead of the truth Why tell the Revdex.com that the check would be there on Friday when that's not the truth? I'm very unhappy and dissatisfied with the entire outcome, but I guess it doesn't matter because Bob's chose to do things their way instead of the correct way I guess I have no choice but to pick my check up on Saturday instead of today Friday April 24th as stated in Bob's response, after waiting days
Sincerely,
*** ***
Good Afternoon Revdex.com,
"margin: 0in 0in 10pt;">Please pass on my sincerest apologies to this customer, after
reviewing the account I agree with this customer that her frustrations are
completely our faultWe will be happy to refund this customer’s total purchase
price in an effort to make it right by working above our polices and
procedures
Please advise the customer that the next step in the refund
process is to contact our retail locationAs this is a financial transaction
we will need the original credit card used provided to us again at our store
levelIf it is easier for our customer, physically going into our retail
location is also an acceptable way to complete the processing of the refund
The customer’s total refund is made up of two different order
numbers and she will be asked to provide bothThis order number is the refund
for her merchandise: *** and this order number represents the delivery fee
refund: ***
Here are some directions on how to contact the store for these
requests:
o
Anytime after 10am and before 9pm
(11am -7pm on a Sunday) Dial ###-###-####
o
Press the number one (1) on your
keypad when you hear Bobs voice
o
When the office person picks up
explain that you are calling to get a refund processed to your credit card and
provide them these order numbers: *** & ***
o
At that point they will take the
credit card information from you and complete the processing
Thank You,
*** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning
Revdex.com-
We are very sorry that you have not heard back from the depot
concerning payment, they had submitted the claim for payment to their insurance
company for processing. The depot was
very surprised when I reached out today to let them know it was not
rectified.
The insurance company will be reaching out today to explain to the
customer when they will receive payment
Kindest
Regards,
Tracy
S***
Corporate
Customer Care Liaison
Bob’s
Discount Furniture
Good Morning Revdex.com,
Please pass on my continued apologies to our customer, we
are truly very sorry that our customer feels so let down by us and would appreciate
an opportunity to earn her trust back in our businessWe can take the
merchandise back for store credit as we are unable to offer a monetary refund
in this casePlease let our customer know that should she accept our offer for
recourse, we can set up the credit for a reselection and she may select any
item from the show room if she is not satisfied with our other consolesIn
response to the delivery fee concern, we would not ask this customer to pay a
new delivery fee should she accept our optionWe would schedule the new sale
of merchandise she selects for delivery on the same date we remove the damaged
console from her home
Please let me know if our customer will accept this option
for resolution
Thank You,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on my sincerest apologies to this customerAs a bed
is considered a necessary item I can completely understand why he would have
made a repair to keep the bed in working order and I apologize again that he
was met with such a lack of care when communicating these concerns to us
At this time our records reflect that this customer has gone
forward with purchasing and picking up a new set of railings for his bedIn an
effort to offer this customer some type of satisfactory resolution we have
placed a refund credit into our system for the total price he paid us for these
bed railings
Please send our customer the below instructions on how to contact
our retail location to get this refund credit processed to the credit card he
used to purchase these rails
o
Anytime after 10am and before 9pm Dial ###-###-####
o
Press the number one (1) on your keypad when you hear
Bobs voice
o
When the office person picks up explain that you are
calling to get a refund processed to your credit card and provide them this
order number:
o
At that point they will take the credit card
information from you and complete the processing
Thank you
for providing us with an opportunity to make it right,
*** ** ***
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Good Morning ***,
class="MsoNormal" "margin: 0in 0in 10pt;">Our records indicate that as of your concern has
been satisfiedYour account with Bobs Discount Furniture indicates that a store
credit has been entered by our Goof Proof LiaisonThank you for purchasing our
Goof Proof Protection plan as it is a very valuable option and is currently
covering the cost of completely replacing your Sofa/Loveseat/Wedge after many
years of useI apologize that you were met with any inconvenience while
seeking to resolve your concerns and I assure you that Bobs Discount Furniture
truly appreciates you as our valued customer
Please contact our customer care office at ###-###-####
should you have any further questions concerning the open credit you currently
haveFor your records, the credit number is reflected as: *** within your
account
Kind Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID***In response to the comment made in regards to me having to use a blow up mattress to sleep, I purchased a mattress through a separate company and was not going to use a brand new mattress to sleep with on the floor so therefore another form of a mattress to use to sleep was needed Also I will call customer care once my delivery is completed to address that I will not be paying for a delivery charge due to the inconvenience of my sleeping condition and also taking a half a day off from my busy work schedule to wait around for my delivery today
Sincerely, *** ***
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
In regards to what they offered us
Offer You can wait for the delivery (2/22/14) and once the delivery is complete we can refund the delivery fee ($199.99) & the SPC order fee ($39.99) back to the *** *** accountAs far as waiting for delivery of the originally ordered furniture there is no guarantee from anyone that it will actually come in on 2/22/14, so we could actually be waiting even longer! So we are not really thinking the options to just waive the delivery fee and the special order fee is sufficient, beacuse after waiting 30+ weeks for a special order that should be a given!
Offer 2... I can provide you with a reselection/ you can CXL the order you have now and you can select another set that Is in stock, and I will provide a gift card to apply to the account to cover the taxes that you would have saved on the sale from tax free week ($112.44), I will also waive the delivery fee for the set to be delivered
My husband and I went back to the Bob's store in *** ** this past weekend we looked at the furniture offered in stock, but none of the sectionals come in gray, so anything else new we would pick out would be a special order and we'd have to wait an additional 16-weeks for the new item, which we are definitely not going to do!
Offer 3... I know this is the last option Bobs wants to provide, but I do want you to know the option is there to CXL the orderI think this is the most ludicrous option of all what kind of store would rather you cancel an order, that you've waited almost months for rather then work with you, it was an obvious blatant mistake on their partit seems like the order wasn't put in on time and now they are trying to cover their own butts, when I spoke with the Manager at the store he told me they no longer make the set we ordered back in August and they couldn't even find us a picture of it it was that far out of production, so it leads us to believe that by the time they figure out they hadn't put in our order it was already out of production, because if it was out of production in August when we ordered it they would've told usit makes us VERY nervous about what we are going to receive now too
I've purchased other items from Bob's and I was planning on buying more furniture, but after this whole experience we are VERY tempted to cancel our order and NEVER purchase another item from the stores again, as well as telling anyone else who will listen about our AWFUL experience we have had!
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’s. I see the purchase was made in November
2011. At the time the sale was created
the customer purchased *** ***. This
*** *** plan offered the customer five years on accidental damages. Damage that occurred from an accident or
single incident would need be reported to ***. They would then access the damage and offer
recourse
This merchandise came with a one year
warranty against manufacturing defects. We
sent our tech out to perform a “Best Effort Service”When the service was
created we explained to the customer that we were outside of the warranty, but
we could have our technician come to the home to repair anything that could be
repaired with the stock supplies in the technician van. He would also access if the damage could be
corrected through a customer purchase part order
The technician reported that he was not
able to make any repairsHe did advise that he saw mostly wear for a
set that has been in the home for over four years. wear is not a defect and is not
covered under the warranty for accidents.
As this merchandise is far
outside of the one year warranty we have no recourse to offer
Kindest Regards,
Tracy S***
Bobs Discount Furniture,
Corporate Customer Care Liaison
Good Morning Revdex.com,
face="Times New Roman" size="3">
We are sincerely sorry that this customer is experiencing issues
with the merchandise that they purchased from Bob’s. I see the purchase was delivered in April of
2011. At the time the sale was created
the customer purchased *** ***. This
gave the customer five years of protection from accidental damagesThe
warranty for manufacturing defects was one year. This customer is considerably outside of the
one year warranty.
We sent a service technician out to the home on 3/8/16. When this was set up, it was made clear to
the customer that this was a “Best Effort Service”. We were happy to send the tech to the home to
repair whatever might be able to be repaired, but it would not include parts or
replacement. This was again explained to
the customer after the service was completed
In an effort to ensure our customer’s claim was handled fairly by
*** I was able to obtain the denial
reasoning in reference to this claim.
*** 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 claimNone of the issues were reported to *** as
verifiable accidents, for each damage, the customer answered that they did not
know how or when the damages occurred.
The customer admitted they were outside the policy limits for reporting
damages.
As this customer is far outside the one year warranty and we have already had a
Best Effort Service appointment, we are not able to offer any recourse to this
customer
Kindest Regards,
Tracy S***
Bobs Discount Furniture,
Corporate Customer Care Liaison