Good *fternoon Revdex.com,
face="Times New Roman">
While I *m very sorry for the
poor experience this customer outlines receiving from us I must convey that I
am perplexed *s the customer’s *ccount shows *greed to *nd *lready processed
resolutions for the listed concerns
On (same day *s the
initial delivery) we processed * 15% refund on the Table Top/Table Base, counter
chair (I believe this for the chair that the delivery men set up *gainst
manufacturing specifications), *nd ottoman *s * concession for the reported
concerns with this merchandise
In *n extreme effort to make the
customer happy we then *pproved *n even exchange for * brand new ottoman (and
the customer kept the 15% refund processed back to the financing *ccount
previous to this exchange)Our records show that the ottoman was successfully
replaced on (prior to Thanksgiving Day) *nd we show no further
report of concern made to us on this piece
On we refunded the
delivery paid to us to the customer’s finance *ccount ($229.99) *s she reported
the poor delivery experience she received on to our store *t that
time
We *pologize that our customer
was offended by our Customer Care *gent’s *pproach to her scheduling concern
and *ssure our customer that we will *ddress *ny coaching concern we find
within this recording with our *gent directlyIn *ll honesty if our *gent
communicated that we couldn’t guarantee * time frame they were just being
honest with our customerThere *re far too many events that can *nd sometimes
do happen on the road for *ny one person to determine exactly when * truck will *rrive to * customer’s homeOur company
allows *nyone years or older to be home for * delivery *nd while this may
have been the more *ppropriate *venue to explore- we fully expect our *gents to
provide proactive, rather than intrusive, responses to our customer’s needs
I *cknowledge the reasons why our
customer feels that we have let them down however our business overall has
continually *cted in *n effort to *ddress *nd resolve *ll the concerns that
have been reported to usIf there *re other open issues that the customer has
failed to communicate in their original posting I *m happy to help resolve
those under the terms of our ‘Service Policy’
The customer’s sales receipt
(same paperwork that contains our ‘Service Policy’) indicates that * full
refund may be requested up until the time we deliver the productThis fact
combined with what our records show to be fully resolved concerns indicates no
further reason for * removal of the product to be considered
Kindest Regards,
Stephanie *G***
Bobs Discount Furniture
Customer Care Corporate Liaison
I am sincerely sorry for the frustration we caused you to feel and
I stress to you that here at Bobs Discount Furniture we acknowledge that caring
for our customers is the most important part of our businessWe
do not find the behavior you have cited our organization showed an example of
the excellence we strive for everyday in our businessI thank you for bringing
this to our attention so that we can continually ensure our customer’s service
experiences are reflective of professionalism and common courtesy
Our records indicate that as of your concern has been satisfiedYour
account with Bobs Discount Furniture indicates that a pick up of these chairs,
to result in a monetary refund to your credit card, is scheduled to occur on
I apologize again that you were met with any inconvenience or a lack of empathy
while seeking to resolve your concern and I assure you that Bobs Discount
Furniture truly appreciates you as our valued customerWe do hope
that you will provide us with another chance to earn your trust back in our
business in the future
Kind Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Ms***, Thank you for choosing Bob's Discount FurnitureI have researched your account and apologize that the power lift chair and goof proof plan have failed to meet your expectations.Our records indicate that one of the chair motors was replaced in
May 2013, after our technician confirmed that the motor mounts were defectiveThe part was replaced under the manufacturer warranty not the goof proof planFast forward to your recent claim May 2015, our technical visited your home after you reported that the chair would not liftUpon inspection the technician indicated that there was a short in the remote and it would work off an on when he shakes itAccording to the comments from the day of service you indicated that you sat on the remote and believed that it began to malfunction after that incident and assumed that your goof proof plan would cover the repair or replacement of the remoteGoof proof is designed to provide coverage against most common types of in home accidental damage however, the remote is considered an accessory/hardware, which is not covered.Given the date of delivery, expiration of the manufacturer warranty (against the remote) and cause of damage, you would be responsible for the cost of the part as well as installation however, Bob's Discount Furniture appreciates your business and as a courtesy I will place a $credit on your account which you can use toward the purchase of the $remote and we will install/program, at no charge.I apologize if you believe the plan was misrepresentedI have attached copies of the goof proof plan as well as the manufacturer warranty. Thanks*** **
Good Evening,
I have received the response in reference to complaint ID *** At this time, I ask that this claim remain open to ensure that this entire issue is resolved after receiving the final piece of furnitureAudrey has been very helpful, however I want to ensure it remains that way, as prior to her I received sub-par help other persons of management.
Sincerely,
*** ***
Good Afternoon ***,
Thank you for taking the time to send me these
photos and confirm your concernPlease know that it is common and considered
per all of our bedding manufacturers for sizes to vary -inches due
to the stitching processing the bedding goes through during productionI
apologize if you feel that I was trying to put a spin on anything, I am simply
providing you with facts that I have been trained with and have successfully used
for nearly a decade in my industryA three inch gap on either side of my bed in
between my mattress and my frame would cause me immediate alarm and I personally
consider this a massive amount of space that should not be present
I do hope you will accept our apologies for
being incorrect regarding the size of your mattress and I also hope that you
will understand the position we took in this matter seeking proof of your
concernHad we been aware of this concern much earlier on I assure you that
your concern would have been handled differently by our Customer Care
Department and I apologize again for all the frustration we have caused you
while you were seeking resolution
In regards to your desired settlement, are you still in search of a
refund in between the purchase prices of the bedding sizes or would you like us
to remove the current set you have in your home and replace it with a queen
size set?
Thank you
for the opportunity to make it right,
***
AGauthier
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com-
We are so sorry for the inconvenience
this has caused our
customer. Normally customer’s that have encountered a
home damage call into customer care, we created a property claim and forward it
to the depot, the depot then reaches out to the customer to start the process
of rectifying the damages. I don’t see
that this customer reported the damage until the end of June. There was no claim ever written up and submitted. I was able to pull the manifest that the customer
noted the damage on and send it over to the depot with the newly created
property claim. We are very sorry for
this delay, this is absolutely not the way the claim process normally
occurs. This customer will be hearing
from the depot concerning this damage within a few business days
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 find that this resolution is satisfactory to me
Sincerely,
*** ***
"line-height: 115%Verdana","sans-serif"">Good Afternoon Revdex.com,
We apologize to our customer for any disappointment they have experienced while
using their protection plan this dispute is in relation to a claim for service
through an entirely different business *** *** ***
In an effort to ensure our customer’s claim was handled fairly I was able to
obtain the denial reasoning in reference to this claimI have also attached a copy of the Warranty
Card the customer received from *** after purchase and a copy of our *** *** handout the customer was given at the time of purchase. This clearly shows what is covered under the
insurance policy they purchased and the company’s guidelines for claims. *** is a third party insurance
company. Like any other insurance policy
they accept claims that are submitted with when the damage occurred (within
days of being reported) and how the damage occurred (to show that it was an
accident and not misuse)
*** has the right to deny claims for coverage under their own guidelines
and has presented enough evidence to us to support the claim being denied
While we truly wish we could, we are unable to force another business into
overturning a claimThe customer
reported that they did not know how this damage occurred or when. By ***’s guidelines this is not a
verifiable accident.
This is the statement the customer made to ***-
CS: There is a
piece of the stone table top that kind of cracked offI have no idea what
happened to cause this damage, because when I woke up this morning, I noticed a
piece from the side part of the marble top was missing and found it on the
floorI have no idea because after dinner, me and my wife went to sleep, and
my year old son couldn't have done this
Bobs Discount Furniture’s responsibility under the Goof
Proof Plus Plan purchased relates to concerns of manufacturing defects (this is
outlined on several pieces of documentation provided at the time of sale) and
this damage is clearly not related to a defectPlease see attached photosI apologize again that we have no further
recourse to offer this concern directly at this time
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Mr***,
You and I spoke on, June 9th in regard to the property damageI have been working closely with our delivery managers and they have agreed to settle your claim in full for, $You can expect to receive the refund check within 10-business
days
We appreciate your patience and business; We apologize for the damage and inconvenience
Sincerely,
*** ***
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this
customer during their delivery experience with us
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with *** to
rectify the situation and reach a satisfactory outcomeWe have an exchange set up for 6/24/
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
Due to the nature of this complaint, we
have reached out to
the customer directly to discuss our offer of resolution. The customer is considering our offer and can
reply to the Revdex.com mediation service with their decision. We thank the Revdex.com for bringing this to our
attention
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
I want to thank Bob's Discount Furniture for a wonderful product and excellent delivery service, all at a fair priceWe bought our couches and dining room table from Bob's a couple of years ago and to this day I have to complaints about the qualityYesterday our new tv stand was delivered and I am so grateful to the kind delivery teamThey were interactive with my children and worked efficientlyI highly recommend this companyThank you again Bob's Discount Furniture
Complaint: ***
I am rejecting this response partiallyI do acknowledge the refund of $for the damaged bunk bed that had attempted deliveries that resulted in missing hardware and damaged parts, which was the reason for the refund. I still have furniture that's being picked up tomorrow between 12:pm - 3:pm that's also being returned due to having the incorrect delivery from the beginning switch tomorrow all the furniture was suppose to be switched out but being that I'm having so much trouble with the bunk bed I cancelled the whole orderI'm being told that I can't get a refund for the balance of $which is the price of the remaining items being picked up I'm being told that I can only receive a store credit of $which is not only not what I paid for the furniture but less and the deliver was screwed up since day one and every attempted delivery after that and I can't get my money backThat's not fair to the customer that I have to lose out twice because I'm trying to purchase furniture and I still have a lay a way there so I'm still trying to do business with the company but this is unfair treatment when it was your error
Sincerely,
*** ***
I purchased a sofa bed from Bobs last monthI was supposed to receive my sofa today but the delivery guys only had the bed and not the sofaI was going to call customer service but the delivery driver explained that I would need to call customer service and not the store, to straighten everything outAs I am speaking with the customer service rep, she gets frustrated at the fact that I am adiment about receiving my couch (that I paid for last month) tomorrow and not the new date of next week TuesdayI ask to speak with a manger but instead get transferred to the store where I purchased the couchBut I was told by the driver that the store couldn't assist meWhen I let the customer rep know, she continued to forward me to the store (knowing that they could not assist me but I guess my frustration was annoying her)I will never order from Bobs againThis process has left a sour taste in my mouth and I will be spreading the word!!!!!!
Good Afternoon Revdex.com-
We are very sorry that this customer’s
experience has been
so frustrating. That is certainly not
what we would want for any of our customer’s.
In an effort to be sure that all compensation is equal and fair across the
board we offer compensation based on our failures only. We do not compensate for lost wages. We do offer compensation as a Bob’s Gift Card
as a token of apology for any inconvenience we have caused. The gives us the opportunity to provide the customer
with an actual item that will remind the customer that we tried to make it
right. Once the delivery has been
completed the customer can call in and request an account review for
compensation.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon
italic">Revdex.com,
I attempted to contact this customer via the telephone number she provided today (2.11.2015)
I was unable to reach *** so I left a detailed voicemail regarding the research we performed on this concern and our apologies for any confusion she felt may have been present during her communications with us
I personally listened to the recorded call(s) with one of our Customer Care Supervisors and during the initial conversation *** held with us on our agent did not disclose that no new delivery fee would be charged on the new saleThe agent made reference to the credit the customer was to receive to reselect a new mattress with, indicating that this reselection credit would not include the original delivery fee already paidWe further researched the second call that *** held with us on (when the credit was actually entered for the original mattress) and again there was no mention of a new delivery fee being waived
As the original delivery was completed with no concerns and the customer’s choice to return the current model is one based on a comfort concern, it remains fair and adequate that the customer should be charged a new delivery fee for a second contract to deliver a new piece of merchandise
We wish *** the best sleep possible in her new mattress selection and do hope she can understand our position as a business in this scenario
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison %
Good Morning Revdex.com,
size="3">
Please pass on our sincerest apologies for the aggravation our customer experienced
with their product and the filing of their warranty claimWe stand behind the
value of all the products we sell, including our comprehensive protection plan
and assure the customer that our partner Guardian continually provides our customers
with a high level of claim approvalsWhile all customers are expected to
follow the terms and conditions of their accidental coverage when speaking with
Guardian, the Guardian company makes up a very small portion of the protection
plan we currently sellBobs Discount Furniture takes ownership for manufacturing
defects (as deemed by a factory trained technician) in any product covered by
Goof Proof Plus for five long yearsWe handle this coverage on a direct basis
and will address our retail location to ensure there is no further confusion for
our valued customers
As of this account reflects an interaction with one of
our Customer Care Liaisons and the customer’s requests have been metAt this
time we consider this complaint closed and apologize to the customer once again
for any and all inconveniences caused
Kindest Regards,
*** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
My issue now is that the offer was made and accepted but never executed. Lets see if any action is taken now
Sincerely,
*** ***
Good Afternoon Revdex.com-
size="3">
We are very sorry for any confusion or miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was made
in November and at that time the customer purchased the option of *** *** ***
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, ***. *** covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
misuse or abuse of the merchandise.
Often when we are trying to explain to customer how to
report an accident to *** it is misconstrued, we give example of the kind
of damages that are covered and customers believe we are telling them to
fabricate a story. That is not the case;
we are giving them examples and trying to save them the time and hassle of
submitting a claim that will be denied.
This customer did not call the claim in as an accident. If the customer reports it is an accident,
but then states they do not know how it happened, when it happened or who was
involved it will not be considered an accident.
Using the word accident does not make the damage accidental.
We have sent two techs at the customer’s request and both
technicians as well as the Service Department Manager agree that this is not a
manufacturing defect.
We can not honor the customer’s request as these pieces are
non-repairableWe will offer to refund
the Goof Proof insurance this customer purchased. If the customer accepts this offer the pieces
will no longer be under any warranty,
while we do not encourage this, we understand that this customer is very
upset the protection plan did not cover these damages
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Morning *** and Revdex.com-
New Roman" size="3">
My name is Tracy and I work for Bobs Discount Furniture as a
Corporate Customer Care LiaisonI can honestly state that this is the hardest
letter I have had to write, I feel terrible and extremely embarrassed after
reading about your experience with usI don't blame you
for being very upset with us and on behalf of Bobs Discount Furniture I extend
my sincerest apologies. I know and
acknowledge how unpleasant this entire ordeal has been for you and while I know
this is your Bobs experience I assure you that we would not be continuing to
grow if all our customers were met with so much disappointment during such an
important purchase
As a mother of a small
child I can not imagine the experience you have gone through. You trusted us with the safety of your child
and we have not lived up to that trust.
I am saddened by this. I can not
imagine how I would feel.
I see that the store did
schedule the pickup of the bed for April 4th, for a refund back to
your *** *** account. I do not see
the mattress included on this order, if this is an oversight on this paperwork
I want to get it corrected before the pickup is done. Please advise if you were looking to keep it
in the home or have it returned as well.
As a token of apology I have credited the *** *** account for the
full delivery fee from the initial delivery.
Kindest Regards,
Tracy S***
Corporate Customer Care
Liaison
Bob’s Discount Furniture
Good *fternoon Revdex.com,
face="Times New Roman">
While I *m very sorry for the
poor experience this customer outlines receiving from us I must convey that I
am perplexed *s the customer’s *ccount shows *greed to *nd *lready processed
resolutions for the listed concerns
On (same day *s the
initial delivery) we processed * 15% refund on the Table Top/Table Base, counter
chair (I believe this for the chair that the delivery men set up *gainst
manufacturing specifications), *nd ottoman *s * concession for the reported
concerns with this merchandise
In *n extreme effort to make the
customer happy we then *pproved *n even exchange for * brand new ottoman (and
the customer kept the 15% refund processed back to the financing *ccount
previous to this exchange)Our records show that the ottoman was successfully
replaced on (prior to Thanksgiving Day) *nd we show no further
report of concern made to us on this piece
On we refunded the
delivery paid to us to the customer’s finance *ccount ($229.99) *s she reported
the poor delivery experience she received on to our store *t that
time
We *pologize that our customer
was offended by our Customer Care *gent’s *pproach to her scheduling concern
and *ssure our customer that we will *ddress *ny coaching concern we find
within this recording with our *gent directlyIn *ll honesty if our *gent
communicated that we couldn’t guarantee * time frame they were just being
honest with our customerThere *re far too many events that can *nd sometimes
do happen on the road for *ny one person to determine exactly when * truck will *rrive to * customer’s homeOur company
allows *nyone years or older to be home for * delivery *nd while this may
have been the more *ppropriate *venue to explore- we fully expect our *gents to
provide proactive, rather than intrusive, responses to our customer’s needs
I *cknowledge the reasons why our
customer feels that we have let them down however our business overall has
continually *cted in *n effort to *ddress *nd resolve *ll the concerns that
have been reported to usIf there *re other open issues that the customer has
failed to communicate in their original posting I *m happy to help resolve
those under the terms of our ‘Service Policy’
The customer’s sales receipt
(same paperwork that contains our ‘Service Policy’) indicates that * full
refund may be requested up until the time we deliver the productThis fact
combined with what our records show to be fully resolved concerns indicates no
further reason for * removal of the product to be considered
Kindest Regards,
Stephanie *G***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon ***,
I am sincerely sorry for the frustration we caused you to feel and
I stress to you that here at Bobs Discount Furniture we acknowledge that caring
for our customers is the most important part of our businessWe
do not find the behavior you have cited our organization showed an example of
the excellence we strive for everyday in our businessI thank you for bringing
this to our attention so that we can continually ensure our customer’s service
experiences are reflective of professionalism and common courtesy
Our records indicate that as of your concern has been satisfiedYour
account with Bobs Discount Furniture indicates that a pick up of these chairs,
to result in a monetary refund to your credit card, is scheduled to occur on
I apologize again that you were met with any inconvenience or a lack of empathy
while seeking to resolve your concern and I assure you that Bobs Discount
Furniture truly appreciates you as our valued customerWe do hope
that you will provide us with another chance to earn your trust back in our
business in the future
Kind Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Ms***, Thank you for choosing Bob's Discount FurnitureI have researched your account and apologize that the power lift chair and goof proof plan have failed to meet your expectations.Our records indicate that one of the chair motors was replaced in
May 2013, after our technician confirmed that the motor mounts were defectiveThe part was replaced under the manufacturer warranty not the goof proof planFast forward to your recent claim May 2015, our technical visited your home after you reported that the chair would not liftUpon inspection the technician indicated that there was a short in the remote and it would work off an on when he shakes itAccording to the comments from the day of service you indicated that you sat on the remote and believed that it began to malfunction after that incident and assumed that your goof proof plan would cover the repair or replacement of the remoteGoof proof is designed to provide coverage against most common types of in home accidental damage however, the remote is considered an accessory/hardware, which is not covered.Given the date of delivery, expiration of the manufacturer warranty (against the remote) and cause of damage, you would be responsible for the cost of the part as well as installation however, Bob's Discount Furniture appreciates your business and as a courtesy I will place a $credit on your account which you can use toward the purchase of the $remote and we will install/program, at no charge.I apologize if you believe the plan was misrepresentedI have attached copies of the goof proof plan as well as the manufacturer warranty. Thanks*** **
Good Evening,
I have received the response in reference to complaint ID *** At this time, I ask that this claim remain open to ensure that this entire issue is resolved after receiving the final piece of furnitureAudrey has been very helpful, however I want to ensure it remains that way, as prior to her I received sub-par help other persons of management.
Sincerely,
*** ***
Good Afternoon ***,
Thank you for taking the time to send me these
photos and confirm your concernPlease know that it is common and considered
per all of our bedding manufacturers for sizes to vary -inches due
to the stitching processing the bedding goes through during productionI
apologize if you feel that I was trying to put a spin on anything, I am simply
providing you with facts that I have been trained with and have successfully used
for nearly a decade in my industryA three inch gap on either side of my bed in
between my mattress and my frame would cause me immediate alarm and I personally
consider this a massive amount of space that should not be present
I do hope you will accept our apologies for
being incorrect regarding the size of your mattress and I also hope that you
will understand the position we took in this matter seeking proof of your
concernHad we been aware of this concern much earlier on I assure you that
your concern would have been handled differently by our Customer Care
Department and I apologize again for all the frustration we have caused you
while you were seeking resolution
In regards to your desired settlement, are you still in search of a
refund in between the purchase prices of the bedding sizes or would you like us
to remove the current set you have in your home and replace it with a queen
size set?
Thank you
for the opportunity to make it right,
***
AGauthier
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com-
We are so sorry for the inconvenience
this has caused our
customer. Normally customer’s that have encountered a
home damage call into customer care, we created a property claim and forward it
to the depot, the depot then reaches out to the customer to start the process
of rectifying the damages. I don’t see
that this customer reported the damage until the end of June. There was no claim ever written up and submitted. I was able to pull the manifest that the customer
noted the damage on and send it over to the depot with the newly created
property claim. We are very sorry for
this delay, this is absolutely not the way the claim process normally
occurs. This customer will be hearing
from the depot concerning this damage within a few business days
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 find that this resolution is satisfactory to me
Sincerely,
*** ***
"line-height: 115%Verdana","sans-serif"">Good Afternoon Revdex.com,
We apologize to our customer for any disappointment they have experienced while
using their protection plan this dispute is in relation to a claim for service
through an entirely different business *** *** ***
In an effort to ensure our customer’s claim was handled fairly I was able to
obtain the denial reasoning in reference to this claimI have also attached a copy of the Warranty
Card the customer received from *** after purchase and a copy of our *** *** handout the customer was given at the time of purchase. This clearly shows what is covered under the
insurance policy they purchased and the company’s guidelines for claims. *** is a third party insurance
company. Like any other insurance policy
they accept claims that are submitted with when the damage occurred (within
days of being reported) and how the damage occurred (to show that it was an
accident and not misuse)
*** has the right to deny claims for coverage under their own guidelines
and has presented enough evidence to us to support the claim being denied
While we truly wish we could, we are unable to force another business into
overturning a claimThe customer
reported that they did not know how this damage occurred or when. By ***’s guidelines this is not a
verifiable accident.
This is the statement the customer made to ***-
CS: There is a
piece of the stone table top that kind of cracked offI have no idea what
happened to cause this damage, because when I woke up this morning, I noticed a
piece from the side part of the marble top was missing and found it on the
floorI have no idea because after dinner, me and my wife went to sleep, and
my year old son couldn't have done this
Bobs Discount Furniture’s responsibility under the Goof
Proof Plus Plan purchased relates to concerns of manufacturing defects (this is
outlined on several pieces of documentation provided at the time of sale) and
this damage is clearly not related to a defectPlease see attached photosI apologize again that we have no further
recourse to offer this concern directly at this time
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Mr***,
You and I spoke on, June 9th in regard to the property damageI have been working closely with our delivery managers and they have agreed to settle your claim in full for, $You can expect to receive the refund check within 10-business
days
We appreciate your patience and business; We apologize for the damage and inconvenience
Sincerely,
*** ***
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this
customer during their delivery experience with us
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with *** to
rectify the situation and reach a satisfactory outcomeWe have an exchange set up for 6/24/
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
Due to the nature of this complaint, we
have reached out to
the customer directly to discuss our offer of resolution. The customer is considering our offer and can
reply to the Revdex.com mediation service with their decision. We thank the Revdex.com for bringing this to our
attention
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
I want to thank Bob's Discount Furniture for a wonderful product and excellent delivery service, all at a fair priceWe bought our couches and dining room table from Bob's a couple of years ago and to this day I have to complaints about the qualityYesterday our new tv stand was delivered and I am so grateful to the kind delivery teamThey were interactive with my children and worked efficientlyI highly recommend this companyThank you again Bob's Discount Furniture
Complaint: ***
I am rejecting this response partiallyI do acknowledge the refund of $for the damaged bunk bed that had attempted deliveries that resulted in missing hardware and damaged parts, which was the reason for the refund. I still have furniture that's being picked up tomorrow between 12:pm - 3:pm that's also being returned due to having the incorrect delivery from the beginning switch tomorrow all the furniture was suppose to be switched out but being that I'm having so much trouble with the bunk bed I cancelled the whole orderI'm being told that I can't get a refund for the balance of $which is the price of the remaining items being picked up I'm being told that I can only receive a store credit of $which is not only not what I paid for the furniture but less and the deliver was screwed up since day one and every attempted delivery after that and I can't get my money backThat's not fair to the customer that I have to lose out twice because I'm trying to purchase furniture and I still have a lay a way there so I'm still trying to do business with the company but this is unfair treatment when it was your error
Sincerely,
*** ***
I purchased a sofa bed from Bobs last monthI was supposed to receive my sofa today but the delivery guys only had the bed and not the sofaI was going to call customer service but the delivery driver explained that I would need to call customer service and not the store, to straighten everything outAs I am speaking with the customer service rep, she gets frustrated at the fact that I am adiment about receiving my couch (that I paid for last month) tomorrow and not the new date of next week TuesdayI ask to speak with a manger but instead get transferred to the store where I purchased the couchBut I was told by the driver that the store couldn't assist meWhen I let the customer rep know, she continued to forward me to the store (knowing that they could not assist me but I guess my frustration was annoying her)I will never order from Bobs againThis process has left a sour taste in my mouth and I will be spreading the word!!!!!!
Good Afternoon Revdex.com-
We are very sorry that this customer’s
experience has been
so frustrating. That is certainly not
what we would want for any of our customer’s.
In an effort to be sure that all compensation is equal and fair across the
board we offer compensation based on our failures only. We do not compensate for lost wages. We do offer compensation as a Bob’s Gift Card
as a token of apology for any inconvenience we have caused. The gives us the opportunity to provide the customer
with an actual item that will remind the customer that we tried to make it
right. Once the delivery has been
completed the customer can call in and request an account review for
compensation.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon
italic">Revdex.com,
I attempted to contact this customer via the telephone number she provided today (2.11.2015)
I was unable to reach *** so I left a detailed voicemail regarding the research we performed on this concern and our apologies for any confusion she felt may have been present during her communications with us
I personally listened to the recorded call(s) with one of our Customer Care Supervisors and during the initial conversation *** held with us on our agent did not disclose that no new delivery fee would be charged on the new saleThe agent made reference to the credit the customer was to receive to reselect a new mattress with, indicating that this reselection credit would not include the original delivery fee already paidWe further researched the second call that *** held with us on (when the credit was actually entered for the original mattress) and again there was no mention of a new delivery fee being waived
As the original delivery was completed with no concerns and the customer’s choice to return the current model is one based on a comfort concern, it remains fair and adequate that the customer should be charged a new delivery fee for a second contract to deliver a new piece of merchandise
We wish *** the best sleep possible in her new mattress selection and do hope she can understand our position as a business in this scenario
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison %
Good Morning Revdex.com,
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Please pass on our sincerest apologies for the aggravation our customer experienced
with their product and the filing of their warranty claimWe stand behind the
value of all the products we sell, including our comprehensive protection plan
and assure the customer that our partner Guardian continually provides our customers
with a high level of claim approvalsWhile all customers are expected to
follow the terms and conditions of their accidental coverage when speaking with
Guardian, the Guardian company makes up a very small portion of the protection
plan we currently sellBobs Discount Furniture takes ownership for manufacturing
defects (as deemed by a factory trained technician) in any product covered by
Goof Proof Plus for five long yearsWe handle this coverage on a direct basis
and will address our retail location to ensure there is no further confusion for
our valued customers
As of this account reflects an interaction with one of
our Customer Care Liaisons and the customer’s requests have been metAt this
time we consider this complaint closed and apologize to the customer once again
for any and all inconveniences caused
Kindest Regards,
*** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
My issue now is that the offer was made and accepted but never executed. Lets see if any action is taken now
Sincerely,
*** ***
Good Afternoon Revdex.com-
size="3">
We are very sorry for any confusion or miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was made
in November and at that time the customer purchased the option of *** *** ***
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, ***. *** covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
misuse or abuse of the merchandise.
Often when we are trying to explain to customer how to
report an accident to *** it is misconstrued, we give example of the kind
of damages that are covered and customers believe we are telling them to
fabricate a story. That is not the case;
we are giving them examples and trying to save them the time and hassle of
submitting a claim that will be denied.
This customer did not call the claim in as an accident. If the customer reports it is an accident,
but then states they do not know how it happened, when it happened or who was
involved it will not be considered an accident.
Using the word accident does not make the damage accidental.
We have sent two techs at the customer’s request and both
technicians as well as the Service Department Manager agree that this is not a
manufacturing defect.
We can not honor the customer’s request as these pieces are
non-repairableWe will offer to refund
the Goof Proof insurance this customer purchased. If the customer accepts this offer the pieces
will no longer be under any warranty,
while we do not encourage this, we understand that this customer is very
upset the protection plan did not cover these damages
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Morning *** and Revdex.com-
New Roman" size="3">
My name is Tracy and I work for Bobs Discount Furniture as a
Corporate Customer Care LiaisonI can honestly state that this is the hardest
letter I have had to write, I feel terrible and extremely embarrassed after
reading about your experience with usI don't blame you
for being very upset with us and on behalf of Bobs Discount Furniture I extend
my sincerest apologies. I know and
acknowledge how unpleasant this entire ordeal has been for you and while I know
this is your Bobs experience I assure you that we would not be continuing to
grow if all our customers were met with so much disappointment during such an
important purchase
As a mother of a small
child I can not imagine the experience you have gone through. You trusted us with the safety of your child
and we have not lived up to that trust.
I am saddened by this. I can not
imagine how I would feel.
I see that the store did
schedule the pickup of the bed for April 4th, for a refund back to
your *** *** account. I do not see
the mattress included on this order, if this is an oversight on this paperwork
I want to get it corrected before the pickup is done. Please advise if you were looking to keep it
in the home or have it returned as well.
As a token of apology I have credited the *** *** account for the
full delivery fee from the initial delivery.
Kindest Regards,
Tracy S***
Corporate Customer Care
Liaison
Bob’s Discount Furniture